Commercial Bank Internal Service Improvement On Lean Six Sigma

In the21st century, competition between enterprises is the competition of service and quality, the quality of the service is becoming a new focus of concern for current management. In the service industry in China, Commercial bank service quality which greatly influence economic efficiency and competitiveness of the commercial bank, is fundamental to survival of commercial banks has become increasingly aroused attention. With the involvement of foreign banks, the competition has become more intense and cruel which force domestic banks to improve service quality as an important means of enhancing core competitiveness.Lean six sigma which derived from manufacturing can continuous improve the core competitiveness of enterprises, improve customer satisfaction and business performance, can yield huge profits as a set of management concepts and systems is currently used to improve the quality of banking services preferred. Through the implementation of Lean Six Sigma projects, the bank will develop inner potential, improve work efficiency, provide better service to customers, access to core competitive ability in market competition, thereby increasing the Bank’s market share to achieve maximum benefit and be able to make from the management of commercial banks in China and international advanced level integration, enhanced ability to dialogue with the World Bank.This article consults China commercial bank services marketing situation, especially the State-owned bank of China service quality, analysis of problems and disadvantages of present service quality of commercial bank in our country and focusing on the impact of Lean Six Sigma concepts and methodologies on the improvement of banking services processes, the Bank’s internal management policies and the banking services performance evaluation. This article is divided into six parts, first portion describes background and research purpose and significance of this article, from the theoretical and practical aspects described in the necessity of implementation of Lean Six Sigma management in Chinese commercial banks; the second portion fully describes Lean Six Sigma methods and banking services related to marketing concepts and tools, knowledge of Lean Six Sigma management processes of organization and operation; the third portion elaborated the Lean Six Sigma in domestic and international financial industry to implement the feasibility and Commercial Bank of China apply Lean Six Sigma management improvement of bank service flow model design; the fourth portion discusses how to use this model to optimize banking services process, and improve the quality of banking services on the basis of learning about the character of banking internal service and management policies, thereby improving productivity, providing better customer service; the fifth portion sets out the improvement of performance evaluation and service after using Lean Six Sigma management method; the last portion expounds the supporting mechanism when using lean six sigma.