摘 要
2012 年9 月，中国证券业协会发布《证券公司客户资金账户开立指引》草案，
此举预示着非现场开户将于近期放开，这也标志着证券账户开立业务将进入一个崭
新的时期。为了赢得市场先机，D营业部在2012年底，加大营销力度吸引了高出平
时三倍的开户量，开户柜台员工压力倍增，业务差错率升高，客户抱怨增加，从客
户投诉中也看到了开户业务中的风险漏洞。本论文研究目的是在前人理论与实证研
究的基础上，力求通过对D营业部关键业务流程进行优化的途径，降低业务操作风险、
提高客户满意度，同时也为即将推出的证券账户非现场开户业务做调研和筹备工作。
本文为案例研究论文，是按照首先提出问题，然后分析问题，最后解决问题的
逻辑思路来论述的。依据流程优化和流程再造理论、客户满意度基本理论及客户满
意度测评方法、业务操作风险及其防范方法，对本文案例研究对象——C证券D营业
部的关键业务流程现状进行了流程描述，深入分析其中存在的业务人员配置和营业
厅布局方面的问题，关键业务流程中存在的大量重复审核、重复操作和潜在操作风
险隐患，以及业务信息系统方面存在的问题。然后，论文从业务人员配置、营业厅
布局、业务流程和业务信息系统几方面对D营业部提出了关键业务流程优化方案，
提出了联合开户业务流程，并新建了见证开户和网上开户两条非现场开户业务流程。
继而，通过调查问卷和电话回访等方式，对D营业部业务流程优化方案从业务方式、
业务用时、业务时间预期、工作效率和服务有效性等维度进行了效果评估。
在本论文的研究和写作过程中，中国结算公司经中国证监会审核批准于2013年3
月25日发布了《证券账户非现场开户实施暂行办法》。这使得本文的研究在证券账户
非现场开户政策启动初期显得更具意义。同时，也为其他券商非现场开户业务的开
展提供了一定的借鉴作用。
关键词：证券公司 流程优化 客户满意 操作风险
ABSTRACT
Along with the release of <The guideline on Securities account opening of the
securities companies by Securities Association of China in 2012 September, .the off-site
securities account opening will come soon. It is strongly showed that a new era of
securities account opening business is coming. D sales department of C Securities
Company applied a marketing strategy in the end of 2012 in order to gain the big chance
of development. However, increased business errors and increased customer complaints
appeared following the enhanced customer numbers for the business of Securities
Account Opening. The objective of this dissertation is to reduce business operation risks
and improve customer satisfactions through the process optimization on key business of
D Securities sales department on others precious researches.
The dissertation is written on the logical thinking of “to pose a question first, and to
analyze the question then, and to solve the problem eventually”. At first, the research
background, research significance, main contents and the structural framework of the
dissertation is showed in the introduction part of this dissertation. In the following part,
the process optimization and reengineering theories, customer satisfaction theories and
business operation risks and its prevention methods are introduced as the theoretical basis
of this dissertation’s research. And then, the dissertation introduced the process of key
business in D Securities Department thoroughly. Later, the dissertation posed a process
optimization plan of Securities account opening business for D Securities Department
through analyzed its problems deeply. In the following part, the dissertation made an
evaluation on the process optimization of Securities account opening in D Securities
Department. In the final part, the limitations and prospects of the dissertation was
discussed.
In the process of the researching and writing of this dissertation, China Securities
Regulatory commission issued <Interim Procedures for Securities Account Off-site
Opening on March 25, 2013. It showed the research of this dissertation more
meaningful. It was also hoped that this dissertation can give others some references.
KEYWORDS: securities company process optimization customer satisfaction
operation risk