fa شناسایی و ارزیابی ریسک عملیاتی فرآیند مدیریت اطلاعات، ارتباطات و فعالیت‌های خدمات مشتریان بانک انصار تخصصي Special پژوهشي Research <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ریسک عملیاتی،</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">اغلب</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ناشی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">از</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">گستره</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">وسیعی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">از</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">احتمالات</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">بروز</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">خطا</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">و نقصان</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">در</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">عملیات</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">خاص</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">بنگاه</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تجاری</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">یا</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">مالی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">هستند. این</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ریسک</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">حاصل</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">خطای</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">انسانی،</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">رایانه</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">و برنامه‌های</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">آن،</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">خطا</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">در</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تصمیم&shy;گیری</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">و</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">حتی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">زیان‌های</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">حاصل</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">از</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">انواع</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">اختلاس است. این مطالعه به شناسایی و ارزیابی ریسک عملیاتی فرآیند مدیریت اطلاعات، ارتباطات و فعالیت&shy;های خدمات مشتریان بانک انصار می&shy;پردازد. نوع پژوهش در این مطالعه به‌عنوان یک پژوهش کاربردی و روش پژوهش آن از نوع توصیفی-پیمایشی است. در این مطالعه از روش پرسش‌نامه و مصاحبه برای جمع‌آوری اطلاعات استفاده شده است. محدوده</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">مکانی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">این</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تحقیق</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">شامل</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">حوزه خدمات مشتریان</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">بانک</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">انصار،</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">واقع</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">در</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">شهر</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تهران می</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">‌</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">باشد</span></span></em><em><span dir="LTR"><span style="font-size:10.5pt;">.</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;"> این</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تحقیق</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">در</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">دی‌ماه</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">سال</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">1396</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">صورت</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">گرفته</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">است</span></span></em><em><span dir="LTR"><span style="font-size:10.5pt;">.</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;"> برای تجزیه و تحلیل حالات ریسک و آثار آن از روش</span></span></em> <em><span dir="LTR"><span style="font-size:9.5pt;">FMEA</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">استفاده شده است. با</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">توجه</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">به</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">نتایج</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">به‌دست</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">آمده</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">از</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">متوسط </span></span></em><em><span dir="LTR"><span style="font-size:9.5pt;">RPN</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;"> ریسک‌های شناسایی شده خبرگان بانک انصار، عوامل</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">مدیریت درون سازمانی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">و</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">نیروی انسانی به</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ترتیب</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">دارای</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">بیشرین</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">تعداد</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ریسک</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">‌</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">های</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">عملیاتی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">از</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">مجموع</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">کل</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">ریسک</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">‌</span></span></em><em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">های</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">عملیاتی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">شناسایی</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">شده</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">می‌باشند.</span></span></em> <em><span style="font-family:B Nazanin;"><span style="font-size:10.5pt;">نتایج این پژوهش همچنین موید آن است که عوامل بیرونی دارای کمترین اهمیت در مدیریت ریسک عملیاتی خدمات مشتریان بانک انصار هستند.</span></span></em>&nbsp; Operational risks are due to a wide range of error probabilities and deficiencies in the operations of the firm or financial. These risks are the result of human error, the computer and its programs, the error in decision making and even the losses from the types of embezzlement. It can be said that the implementation of such a mechanism through the identification and management of the major risks associated with the operation of the bank, reducing the risk of creditors and shareholders and consequently increasing the value of the bank. In this study, the identification and evaluation of the operational risk of the information management process, communications and customer service activities of Ansar Bank. The type of research in this study is an applied research. The research method is descriptive-survey. In this study, questionnaires and interviews were used to collect information. The spatial scope of this research includes Ansar Bank Customer Service, located in Tehran. This research was conducted in the 1396. &nbsp;The FMEA method has been used to analyze the risk scenarios and its effects. According to the results of the average RPN identified by Ansar Bank experts, intra-organizational and human resources management factors respectively, have the maximum number of operational risks from the total operational risks identified. The results of this study also confirmed that external factors have the least importance in risk management, Ansar Bank customer service is available.<br> &nbsp; ریسک عملیاتی, مدیریت اطلاعات, ارتباطات, خدمات مشتریان, بانک انصار. Operational risk, proses of information management, Communication and customer service, Ansar Bank. 221 246 http://mieaoi.ir/browse.php?a_code=A-10-777-1&slc_lang=fa&sid=1 behrouz sadeghi بهروز صادقی عمروآبادی b.sadeghi@scu.ac.ir 10031947532846003251 10031947532846003251 Yes Assistant Professor of EconomicsShahid Chamran University of Ahvaz, استادیار دانشگاه شهید چمران اهواز (نوسنده مسئول) Mohammad Yazdani محمد یزدانی M_Yazdanii@yahoo.com 10031947532846003252 10031947532846003252 No MS Ansar Bank کارشناس ارشد ریسک عملیاتی بانک انصار