Research On The Optimization Of The Complaint Handling Process Of China Construction Bank Jingrui Branch

With the development and progress of the society,the banking industry has achieved unprecedented prosperity.However,the development of the banking industry not only requires continuous improvement of product quality,but also puts forward higher requirements and challenges for service quality and complaint handling efficiency.This paper expounds the research status of the six sigma management method at home and abroad,synthesizes the existing theories and practical experience,takes the complaint handling process of CCB as the research object,analyzes the optimization of the complaint handling process of CCB,and points out the advantages of using the six sigma management method for process optimization.This paper uses six sigma management method to study the main problems in the complaint handling process of CCB: imperfect complaint management mechanism,cumbersome work order handling process,long time limit for complaint handling,weak follow-up work consciousness of complaint process,and uneven quality of complaint handling personnel.In this study,six sigma DMAIC five step method was used to identify the core problem as the optimization of time limit.Defined customer needs that complaints be dealt with efficiently;The whole process is defined,measured,analyzed,improved and controlled to achieve a scientific process,improve the efficiency of complaint handling and improve customer satisfaction.This paper is divided into six parts.The first part introduces the research background,significance and research review at home and abroad.The second part introduces the related concepts and theoretical review;The third part analyzes the existing process problems and the causes of the problems.The fourth part based on six sigma management method to optimize the existing process;The fifth part analyzes the implementation of safeguard measures;The sixth part summarizes and looks forward to the research content.The highlight of this paper is to introduce the six sigma management method into the optimization of the complaint handling process of commercial Banks,and put forward specific improvement measures to improve customers' satisfaction with the complaint handling work of CCB jingrui branch centering on customer demand.