ICS 03.060 CCS FIQ A 11 青 海 省 金 融 学 会 团 体 标 准 T/FIQ 008—2025 青海省银行业集中运营服务规范 Banking Centralized Operation Service Specification of Qinghai Province 2025 - 09 - 29 发布 2025 - 09 - 30 实施 青海省金融学会 发 布 全国团体标准信息平台 T/FIQ 008 —2025 I 目 录 前 言 ........................................................................................................................................................ III 1 范围 .................................................................................................................................................................. 4 2 规范性引用文件 .............................................................................................................................................. 4 3 术语和定义 ...................................................................................................................................................... 4 3.1 集中运营 centralized operation ............................................................................................................. 4 3.2 渠道服务 channel service ...................................................................................................................... 4 3.3 流程作业 process operation ................................................................................................................... 4 3.4 内部支持 corporate support ..................................................................................................................... 4 3.5 客户满意度 customer satisfaction research ............................................................................................. 5 3.6 大数据 big data ........................................................................................................................................ 5 4 原则 .................................................................................................................................................................. 5 4.1 可行性 ....................................................................................................................................................... 5 4.2 必要性 ....................................................................................................................................................... 5 5 组织架构 .......................................................................................................................................................... 5 5.1 管理模式 ................................................................................................................................................... 5 5.2 业务模式 ................................................................................................................................................... 5 5.3 制度规范 ................................................................................................................................................... 6 5.4 场地选址 ................................................................................................................................................... 6 5.5 用工形式 ................................................................................................................................................... 6 5.6 岗位设置 ................................................................................................................................................... 6 6 流程作业 .......................................................................................................................................................... 7 6.1 业务准入退出 ........................................................................................................................................... 7 6.2 处理流程 ................................................................................................................................................... 7 6.3 流程优化管理 ...............................................................