محاولة تحقيق جودة الخدمات المصرفية باستخدام مداخل اعادة البناء: دراسة حالة البنك الوطني الجزائري

الموضوعات

اقتصاد

الملخص

تهدف هذه الدراسة إلى التعرف على الاصلاحات الداخلية التي قامت بها البنوك العمومية الجزائرية سعيا منها لتحقيق الجودة التي لم تعد مجرد ترف إضافي يمكن الاستغناء عنه، بل أضحت متطلبا أساسيا لتحقيق ميزة تنافسية وتحقيق رضا الزبائن والعمال، فإصلاح القطاع المالي، بصفة عامة، وإعادة تأهيل البنوك التجارية العمومية، بصفة خاصة، من اهتمامات السلطات العمومية الجزائرية التي سنت مجموعة من النصوص التشريعية والتنظيمية التي تسعى إلى تسهيل الاندماج في الاقتصاد العالمي وتفرض تحولات وتحديثات في مختلف الميادين من أجل مواكبة التغييرات الكثيرة التي يعيشها الاقتصاد الجزائري.تمت دراسة حالة البنك الوطني الجزائري، أحد البنوك العمومية الست المعنية بهاته الاصلاحات، والذي قام باستخدام عدة مداخل ادارية وتنظيمية للبناء الداخلي هي إعادة هندسة سيرورات عملياته، أتمتة المكاتب والعمليات الانتاجية وتمكين العمال، حيث تم التعرف على هاته المداخل وعلى المراحل، الظروف والجوانب الخاصة بتطبيقها.وقد توصلت إلى عدة نتائج من أهمها امكانية العمل على إعادة البناء الداخلي من خلال تحقيق التكامل بين عدة مداخل، على التوازي مع تصميم مخطط اتصالي قوي من أجل مرافقة التغيير حتى لا يقع كل من العمال والزبائن في حيرة ويكون إدراكهم سلبي لتغييرات وضعت من أجل تلبية احتياجاتهم في المقام الأول.

روابط وملفات

التعريف والنوع

رقم الوثيقة

0908a689-3ad4-4ab9-87f3-052077326c7a

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل دكتوراة

نوع الملف

pdf text

أسماء الملفات

2275436_1.pdf

بيانات النشر

ألقاب المؤلفين

[{"name_ar":" سمية برنو","title_ar":"اعداد","title_en":"Preparation"},{"name_ar":"الشيخ الداوي","title_ar":"اشراف","title_en":"Supervision"}]

اللغة

Arabic

المصدر والدورية

اسم المصدر

محاولة تحقيق جودة الخدمات المصرفية باستخدام مداخل اعادة البناء: دراسة حالة البنك الوطني الجزائري

المحتوى والصفحات

عدد الصفحات

302

ترجمة الملخص

Due to the phenomenon of economic globalization‚ the global economic system has been overshadowed by many fast developments which encouraged the Algerian public authorities to initiate necessary economical readjustments that included the banking system, these reforms have been translated to legislative and regulatory texts aiming first to help integration in the International Economy and second to impose and transformations in various fields in order to keep up with the big changes experienced by the Algerian economy. As a result, markets have known the entry of foreign banks with considerable expertise in bank marketing and providing banking services of high quality. That is why quality becomes no longer just an additional luxury, but an essential requirement to achieve a competitive advantage; contributing to increased productivity and achieving both customer’s and worker’s satisfaction and that to answer to the government’s explicit requirement to bring liquidity to the state’s treasury under the austerity policy announced in 2015/2016 due to the collapse of oil prices and Algerian currency in global markets. Public authorities and banks in their pursuit of quality of services rely on the rehabilitation of banks through the internal re-construction, they followed several administrative and organizational approaches, this study aims to identify them and identify the stages , the conditions and the aspects of the application of these approaches , as well as their effects on the quality of banking services through the case study of the National Bank of Algeria one of the six public banks concerned by these reforms. It should be noted that bank services’ properties, and the property of banking institutions in addition to the importance of the necessary resources make the reconstruction project complex, it needs time, people’s involvement and constant re-adaptation of different decisions and stages in sync with the results of the stages that preceded them. Banks have begun their processes in 2004 and have been able so far to provide safe and fast services, the bank was able as well to devote more time in taking care of customers and identifying their needs and desires. At some point of re-engineering, there has been an urgent need to automation, as the automation of the operating system and the use of technology in service’s production and the creation of the so-called Automatic space in order to decrease waiting lines within the agencies and provide services 24h per day. All the changes in the procedural and the technical environment leaded to preparing human resources to fulfill the bank’s new demands and empowering them by giving them greater responsibilities and more freedom in the decision-making process after forming them. This integration of several strategies did not only affect the bank or the agency and how it progresses, it did also impact the evolution of the banking sector as a whole - the laws, the procedures, the vision ...- : This study aims to identify the internal reforms undertaken by the Algerian public banks in order to achieve quality of services, which became no longer just an additional luxury, but an essential requirement to achieve a competitive advantage, contributing to increased productivity and achieving both customer’s and worker’s. The reform of the financial sector, in general, and the rehabilitation of banks, in particular, are among the main concerns of the Algerian public authorities, which have enacted a number of legislative and regulatory texts that seek to help integration into the international economy and it imposed, as well, transformations and in various fields in order to cope with the many changes in the Algerian economy.The National Bank of Algeria, one of the six public banks concerned with reforms, used several administrative and organizational approaches for internal construction: re-engineering of its operations, automation of offices and production processes, and the empowerment of workers. The case study identifies these approaches, the stages, the circumstances and the aspects of their applications.It has come to several conclusions, the most important of which is the possibility of working on the internal reconstruction through the integration of several approaches in the same time, nether less the design of a strong communication plan to accompany the change is very important, so that both workers and customers are not confused and have a negative perception of changes developed to meet their needs in the first place.

كلمات الباحثين

إعادة البناء؛ البنك الوطني الجزائري الخدمات المصرفية

إشراف وإعداد

الإشراف

الشيخ الداوي

الإعداد

سمية برنو

الاقتباسات الببليوغرافية