The Research Of Bank Teller Business Training Effect Evaluation Based On Fuzzy Complex Evaluation

With speeding up of Chinese reform and opening process, more and more foreign banks, such as American Citibank, HSBC in Hong Kong, Tokyo Mitsubishi bank and industrial bank of Japan.etc, entered into china, which not only brought about fire-new manage concept and service management, but also triggered more competitions in finance. While desiring to take a place in fierce competition, Chinese financial institutions must improve staff’s quality and holistic management by effective training to guarantee sustained and rapid self-development, to reserve human resources for future development at the same time. However, most banks still linger on training funding and training improving, with ignorance of evaluating training effect. Even if many domestic scholars have some researches on it, they focus mostly on training analysis, research on evaluation model of the entire training programs and how to formulate training evaluation index system etc, which considered little of the otherness of different jobs, then led to the lack of establishment of specific evaluation.Tellers are the first line of banking services during the daily work, so what the tellers say and what they do in front of customers, will have a direct impact on customer recognition of the bank’s overall image, it is obvious that tellers are quite important in the development of banking business, but there was no research on training effect evaluation of bank tellers. This article put forward specific evaluation index system for a specific job employee and built a training effect evaluation model,which is one of the biggest innovations in this paper.This thesis regards the evaluation of bank tellers’training effectiveness as the breakthrough point, and it is about to improve the effectiveness in the training to bank teller. This paper can be divided into six parts. At first, it illustrates the urgency of the evaluation to the effectiveness of the training of bank teller, and figures out the purposes and significance of this research. The research thoughts were formed on the basis of the research status at home and abroad. Then this article introduces the approaches to evaluate the training effectiveness and to balance the importance of each part. The procedure works as follows:the author records the bank tellers’daily work and practical situation of business training, and selects out the outstanding ones as the subjects to work into the evaluation system of the effectiveness of the bank tellers’ business training; and through real and objective evaluation of different subjects, it can reveal the real effect of training from all-dimensional point of views. After deciding the subjects of the evaluation, sub-indexes which have high operability are established under every subject according to their own practical situation, this essay apply the questionnaire method and Delphi method to help accomplish, take out those indexes which are not important enough and have little effects to the evaluation of training effectiveness. After doing these, four evaluation subjects are selected, they are self-assessments of bank tellers, customer evaluation, trainer assessments, and evaluation from high authority and it also include an index system of the evaluation of bank tellers’ business training which concludes twenty targets. And as to the approach, after comparing some common approach of confirming weight, the author determine to choose Analytic Hierarchy Process (AHP) to help in analyzing the weights of each elements. In the assessment of the internal staff in bank, a lot of practical numbers could not be gathered; however, bank tellers, high authorities, and training staff can value each part’s importance reasonably according to practical issues. This article adopts the AHP to design the index weight questionnaire, and establishes the hierarchical structure model and the comparison matrix, versatility reflects the degrees of importance of indexes; thereby calculate the largest Eigenvector and Eigen value of each judgment matrix, then conduct the consistency check and arrive at the index weight qualitatively and quantitatively. In order to test on the model, the fuzzy comprehensive evaluation is also drawn into the evaluation system of the effectiveness of the bank tellers’ business training. This paper chosen the tellers of RRC of Changqing area in Shandong province as respondent, enacted satisfaction questionnaire of training effect evaluation, aimed at business training effect to carry out a questionnaire, including self-evaluation, customer appraisal, trainer evaluation and superiors evaluation, to analysis evaluation subjects’ suggestions by synthesis and reaching evaluate training effect of tellers results. In the end, this paper makes summarize and outlook.The research achievements of this paper can improve the comprehensiveness, accuracy and quality of training effect evaluation, provide the reference for improving training effect and its related work, and provide reference and guidance for the future development of bank training.