Management Of Self-service Equipment Operators Shanghai Pudong Development Bank

With the continuous improvement of domestic commercial banks’ level of information,self-service equipment, represented by ATM, are playing an increasingly important role incarrying out banking business for individuals. In order to better adapt to market competitionand enhance service levels, commercial banks pay unprecedented attention to theestablishment of self-service channels and have increased investment in self-serviceequipment. However, with the growing scale of self-service equipment, how to improve theoperational efficiency and service quality of the self-service equipment to accommodate therapid growth of self-service business has become a problem in theory and banking concerns.In recent years, in order to provide more convenient and efficient service for cardholders,many commercial banks have increased investment in the development of self-service devices.Although self-service equipment has brought tangible benefits to customers and banks, thehigh cost and low efficiency of self-service equipment make it urgent to change theoperational mode of self-service equipment. The operating efficiency, operating costs,management and profitability of commercial banks’ self-service business will directlydetermine their core competitiveness in the future.As a provincial branch of Shanghai Pudong Development Bank in Shandong Province(except Qingdao, Yantai and Weihai), with the main working idea of guarding against risk aswell as compliance operations, efficient operations and security operations, Jinan Branchprovides strong support for the business work through a series of sophisticated managementmeasuresIn this paper, within the main line of Jinan Branch (hereinafter referred to as the branch)self-service equipment operation and management, the author presented possible solutions tothe self-service equipment problems in operation management through analyzing domesticand international exposition. In this paper, a method of empirical analysis is adopted. Thispaper consists of six chapters, the hierarchy, basic content and main points are as follows:The first chapter is an introduction. The chapter discussed the purpose and significanceof this study and presented research content and methods by analyzing the domestic and international research status of self-service equipment operations management.The second chapter is a literature review. Firstly, this chapter introduced the concept ofself-service equipment, service functions and the significance to the bank. Secondly, thischapter clarified the concept, scope, theory, history evolution and current situation ofoperational management.The third chapter analyzed the current situation and problems of self-service equipmentoperations management in Jinan Branch. Firstly, a brief introduction of the status ofself-service equipment operations management was presented. Secondly, problems existed inself-service equipment operations management were proposed.The fourth chapter described the experience and enlightenment of self-service equipmentoperation and management of America’s banks. The chapter mainly analised the excellentexperience in self-service equipment operations management of American’s banks.The fifth chapter discussed the Branch’s countermeasures to self-service equipmentoperations management problems. The chapter proposed the specific countermeasures indetails from the following aspects: the scientific development planning and location decisionsof self-service equipment, improving the functional layout and design of the self-serviceoutlets, strengthening the research about self-service equipment resource allocation scheme,scientific analysis of costs and benefits as well as strengthen the self-service equipmentdesign to enhance the utilization.The sixth chapter is the conclusion. First of all, this part summarized of self-serviceequipment operation management work of the Branch and pointed out the limitations of thispaper. Secondly, this part proposed the emphasis and direction of future research aboutself-service equipment operation management.