A Study On Service Standardization Of Putian Rural Commercial Bank After System Reform

In recent years, with the continuing growth of China’s financial market, there is a growing demand for improving service quality level from more and more banks. Some banks in some provinces in China has already begun to actively adopting service standardization. This study of based on a comprehensive research on Rural Commercial Bank, Putian branch. From all aspects of improving service quality, we had discussions, researches and implementation of the solutions,aiming to completely improving the service quality level of Rural Commercial Bank, Putian branch to better serving "three rural".Based on the analysis of present situation and problems of Putian rural commercial bank service, we used the methods of investigation and analysis, in-depth analysis of Putian rural commercial bank service standardization construction goal. Putian rural commercial service standardization system consists of four parts:service environment standard; service standardization; service process standardization; internal management standardization.Based on the study of construction theory and service standards, we have carried on the preliminary exploration to Putian rural commercial bank to carry out service standardization.It is pointed out that the core content of Putian rural commercial bank service standardization is the establishment of system of service standards. The case study of the whole service standardization process and the system verification and analysis shows that, rural commercial bank has achieved initial results from the services standardization, which gives the inspiration for the future development of rural commercial bank.This paper starts from the analysis of Putian rural commercial bank management, service level and the research in the development process of Putian rural commercial bank, focusing on exploring the basic process of Putian rural commercial bank to carry out the work of constructing service standard. This process integrates the characteristics of banking services, together with the PDCA cycle, and performs dynamic control over the bank service standardization.Putian rural commercial bank service standardization needs to be improved in the cycles.The service standardization begins at the making of standards and exists throughout the banking process. Therefore, each stage in the circle cannot do without the standard; the standard had been perfected and improvedin the PDCA loop, hence pushing service standardization.