Research On Operation Process Optimization Of Construction Bank A Network Based On Process Reengineering

On the evolution of the contact channel between customers and banks in the history of China's banking industry over the past 100 years,it can be found that after three technical waves of telephone,Internet and mobile Internet,bank customers are slowly moving from the contact of traditional physical outlets to various channels.It will gradually form a three-dimensional,all-weather banking service network system including physical outlets,self-service terminals,telephone banking,online banking,mobile banking,and WeChat banking.The omni-channel distribution of customers has brought significant impacts and challenges to bank outlets,and the outlets are facing a profound transformation.Based on theoretical research,this paper expounds the necessity of the china construction bank A network to carry out the operation process.Through the field research method,the questionnaire is distributed to the internal staff of the outlets and the external customers of the outlets to understand the problems existing in the operation process of the current A outlets,and based on these problems.Operational process optimization.Based on the optimization design of the operation process of the construction bank A network,the paper focuses on the overall idea of the construction bank A network operation process,and optimizes the overall optimization of the outlets according to the overall customer-centric requirements.On the one hand,based on the “hard turn”,based on the reasonable positioning of the network function,according to the development requirements of the “business-based accounting to market-oriented transformation”,the functional division within the network is strengthened.Configure service facilities and electronic equipment to improve the intelligent level of outlets and create a warm and comfortable service environment for customers.On the other hand,through “soft turn”,according to the service requirements of “normal customer standardization,high-end customer personalization”,change concepts,improve methods,optimize service sales process,improve service level,innovate service marketing culture,and strengthen outlet service marketing.Fine management,create a first-class humanized service environment,effectively meet the multi-level financial services needs of customers,and enhance the core competitiveness and service marketing capabilities of banking outlets.Based on the overall design of the operation process optimization of the A branch of CCB,the safeguard measures are perfected from the aspects of mechanism guarantee,software and hardware guarantee,performance incentive and so on to ensure that the operation process optimization can proceed smoothly.