The Study On Improving Counter Service Quality Of Commercial Bank By Implementing Six Sigma Management

In early 2007, line up issues in banks raised widespread concern in public opinion and once the level of service of the domestic banking industry was much questioned. In fact, the line up problem in banks is an old issue, especially in a number of large state-owned banks, but has never been raised to such a high degree. Facing with the long-time complaints of customers, for the first time such a line up problem was placed sharply right in front of the reforming Chinese banking industry. The waiting time of customers in banks became one of the most important factors affecting customer satisfaction, even evaluating the banking service quality and market competitiveness of the banks, so the service processes of commercial bank branches are in urgent need of improvement.From the manufacturing industry, the Six Sigma management is a set of management concepts and system methods emphasizing on continuous improvement, enhancing core competitiveness, continuously improving customer satisfaction and bringing huge profits, which has been maturely applied in manufacturing industry abroad and gradually extended to the service industry as well as the financial industry. The Six Sigma management focuses on customers and is based on data and facts for building a management mechanism continuously improved and pursuing of quality and efficiency, which makes it the best choice to improve the service quality and efficiency of the banks.This article starts with the Six Sigma concept and its development and evolution, points out the core of the management and implementation of the process, analyzes the motivation and feasibility of the implementation of Six Sigma management in domestic commercial banks, and combining with specific application projects of Six Sigma management in bank network, makes a number of recommendations for the application of Six Sigma management in domestic commercial banks.I hope that through a combination of Six Sigma management theory and the restructuring practice cases of China Construction Bank pilot outlets in Changzhou, to explore the basic idea of improving customer service in grass-roots network of domestic commercial banks, and to provide some recommendations and experiences of Six Sigma management application for the banking industry as well as other service industries.