Research On Service Improvement Based On Six Sigma Of Zibo Agriculture Bank

With the development of financial market-oriented reform,competition between banks actually is the competition of reputation and service. Meeting even exceeding the requirements of customers has become the goal of commercial banks.This thesis introduces the current banking service and analyzes the problems, and the applied method which is"define—measure—analyze—improve—control"with Six Sigma management tools such as flow chart,time sequence diagram and causality diagram, to find problems customer-oriented through researching on every step and basic reason through measurement and analysis methods, then describe current counter service process through digital language with scientific solutions to achieve the service improvement. Research shows that the successful implement of Six Sigma management improves the quality of Zibo agriculture bank counter service from 3.3 to 3.9 and time for opening an account in average has been decreased from 36.4 minutes to 3 minutes. After optimizing the opening procedure, Zibo agriculture bank counter service meets the requirements of different clients, and finally obtains customers satisfaction.