Business Process Improvement, Collection Analysis Of The Views Of The Staff

Along with the continuous development of finance market, commercial banks are facing ever more intense competition and challenges in order to survive and prosper. Under the ambition of being a bank invincible in the market competition, C bank has been actively learning the managerial concept from well performed banks and regarding process as the platform to carry out product service, risk control and operation management. Moreover, C bank has established the way to build core competitiveness, that is, to implement process management under the strategic guidance of process improvement.During the exploration of process management, we found that it is vary important to turn the valid customer needs into detailed product or service requirements. Usually, it is employee who transfer these customer needs. In addition, during the transference of value from banks to customers, employees act not only as the suppliers of value, but also as the intermediary between customer and service. Therefore, employees who hold the core banking techniques and knowledge have gained widely recognition of being an important part of banks'core competitiveness. Accordingly, broadening the channels to collect employee suggestions, studying the suggestions proposed by employees regularly and changing the external customer needs into internal process function realization form the keys to improve process capability.This research, based on process management theory, contemporary human resource management theory, B bank practice experience and C bank characteristics, is aiming firstly to find out how to listen and focus on the feelings, opinions and suggestions of process condition reflected by related employees, especially when they act as manger, user or participant within process management, process improvement, as well as process innovations; and finally to find out how to implement voice of the employees.