Optimization Of Postal Savings Bank Of China CHAOYANG Branch's Counter Business Processing

With the improvement of people's living standards,compared with the past ten years their financial knowledge and service consciousness has been reach a new level,which puts forward the new requirements to the attitude of bank counter and service efficiency.Higher service efficiency and more enthusiasm attitude become a trend among field of the banking service.But under the traditional counter business process,bank counters should take efficient service as well as good attitude,which is difficult to have it both ways.Because keeping efficient service means that the physical and mental concentration,but people are not machines,there is bound to be emotional and burnout,so service attitude will greatly discount.So counter business process optimization were needed to meet customers' growing demand for banking services,and which can reduce the pressure of body and mind of counters at the same time.Make bank counter service enthusiasm and efficient of compliance.This is the first chapter in this paper,research background and meaning.This article in chapter 2 listed the existing main counter business processes of postal savings bank of china Chao Yang branch,and the main way to express uses charts.Author has carried on the brief description to the problems existing in the counter business process,the focus of the problem is that the process in detail such as process processing speed and counters' service attitude can be further improved,not to modify process order or restructuring.In the third chapter this article detailed measure these problems found in the process,and put forward a solution to them.The third chapter as a key part,six sigma and lean management theory is applied in this article,in strict accordance with the definition,measurement,analysis,optimization of process,project control,copy the promotion process,to optimization of postal savings bank of china Chao Yang branch's counter business processing.In some ways,the bank is also providing services companies,good customer service is fundamental to a bank.Offering services and the service object is decided to two main aspects of service experience.One of the most direct service provider is the bank counter staff,and the object of service are customers to bank doing business.The problems among counters and customers in the issues of service is the focus in this paper.Because the customer is the center of the six sigma process optimization method,so this paper stands on the customer's point of view firstly,found the customer the most emphasis problem Chao Yang branch.This article found that problem people concert more is waiting counters dealing too long,wasting so much time,and counters' positive attitude through questionnaire and telephone survey.To solve these problems,this article is optimized by using six sigma and lean theory.Based on the problem identification,field measurements counter business process,which discovered the problem that the counters have some hidden behavior of the waste of time and energy in the working process.In stage of analysis,it is found that in addition to their own branch of the training system,and new products and electronic systems,window,the reason of unequal distribution of resources,the causes of the problem is also that most of the counters in the process of work don't realize the negative influence of their negative attitudes and habits to the efficiency and service quality.For these reasons,this article gives the measures to solve the problem at the branch level,the counters themselves as well as the business itself.Specific solutions include by using economic principles,establishing standard working action specification details,business streamline,personnel management and training,work items and facilitation,rotary table seats personnel etc..The highest level of lean management theory is to build variety character of corporate culture at the same time keeping standardized services.This article also has carried on theshallow level of discussion in protecting the counter's nature,and making cabinet in efficient work but not losing in the pleasure of work.The fourth chapter mainly illustrates the security content of optimization and the optimized result.In this paper,the optimized business process in theory and experiment conditions relative to the old business process is effective.Which can obviously lower average customer waiting time,reduce the counters' stress,improve service quality of Chao Yang branch.