The Research On Optimizing Foreground And Background Separation In Counter Business Of Bank A

The business process re-engineering of commercial banks originated from abroad in 1990 s.In the 21 st century,some large foreign banks started to establish their offshore processing centers around the world by taking advantage of globalization.On one hand,the offshore centers operate across several time zones to ensure businesses are processed without breaks;on the other hand,through outsourcing and hiring employees in the developing countries,large banks can reduce costs of business processing.At the same time,the business process re-engineering has enabled large banks to improve the efficiency and strengthen their competitiveness.As domestic economy and overall national strength have gradual improvement,some domestic commercial banks have broaden their horizons and learned from the success of foreign banks.One example of business process re-engineering models is the separation of foreground and background,which is widely used in foreign banks and has been applied by numerous domestic banks.In this model,by transferring tedious tasks from foreground to background,the system has reduced the repetitive workload for foreground staff and created opportunities for them to focus on marketing and service quality.In conclusion,the model has changed function of the foreground.In addition,the model has other two advantages of background: firstly,the restructure of personnel will help to form a professional team who are able to process businesses with improved efficiency and quality;Secondly,outsourcing non-complex and repetitive tasks reduces the labor costs in background after concentration.Bank A is one of the first banks in China that implements the separation of foreground and background.In 2006,Bank A initially set up a system platform to separate the foreground and background about counter business and started to separate some simple businesses.In the following five years,while learning from the good practice of foreign banks,Bank A gradually established its own process framework of separating according to its practical needs.The ultimate goal of Bank A is to achieve complete separation between the foreground and background with the centralized control at its headquarter.After developing for more than 10 years,Bank A has applied the model to nearly 100 types of businesses which was typical of counter business.Virtually,the business processing procedure was stable and gradually improved.This model has entered a period of sustainable development.However,considering the overall operation and practicality of this model,bank A still needs to optimize the system with the development of information technology and to meet the demand of a diversity of clients,such as increasing the proportion of automatic processing in the IT system,reducing manual engagement,and further utilizing advanced technology.Based on points addressed above,this paper introduces the status-quo of the model in Bank A,with explanations of business process and potential benefits.Moreover,this paper highlights the existing problems in business process in banking industry and key points for banks to implement an efficient system.Finally,the paper proposes two schemes to optimize the system,counter service with manual guidance and self-service with artificial intelligence(AI).These two schemes are based on the actual business conditions of Bank A and are practical.The proposal involves a pattern that has not been realized in separation of foreground and background at the current stage.This optimized model embodies the idea of “cloud”,which is one of major trends that banks will follow in the next five years.If the optimized model is realized,Bank A will enter into an age of automation in business processing comprehensively,which calls for more professional bank staffs and customers will have more flexible time and channels for business processing,and the banking system will be more efficient and accurate to complete automatic business processing.And in the future banks may have more frequent job cuts and many services could be completed by machines,employees should focus on developing their own professional skills and keeping up with technology advancement instead of replacing by the future.