Study Of Remittance Service Quality Improvement For M-Bank

In recent years,with the increasingly competitive world banking business,M-bank energetically develop digital transformation,financial products research,system upgrade and banking business optimization aspects to keep the high competitive advantage.Remittance service is one of the most important services of M-Bank,as it involves customer information,money transfer and deep relationship with other departments’ business.Improving the service quality is the premise for M-bank to enhance the customer relationship and market competitiveness.Hence,need to pay close attention to the key problems which deeply impact remittance service quality and timely settle them.This thesis researches the current status of M-Bank remittance service by combining the actual remittance service practice with QFD theoretic and HOQ analysis tool,raises the key problems which impact remittance service quality as low remittance timeliness and accuracy provoke customer complaints.This study also deeply analyzes the root causes of the key problems and points out they are the mismatch between business volume and human resource,the insufficient improvement on system functions,the poor standardization of business processes and the shortfalls in expert knowledge among the staffs.Further by analyzing the business data of remittance services,people management status and service processes qualitatively and quantitatively,combining the QFD,BPM,BPI,PDCA,SMART knowledge,this research provides the remittance service quality improvement methods like optimizing volume and resource arrangement,enhancing system function,improving service process standardization level and strengthening staff training.Besides,to ensure above implementations carry out smoothly,this thesis provides the safeguards like KPI evaluation and staff motivation as well.The thesis conclusion can’t only improve M-Bank remittance service quality,but also provide some experience to the same type companies or departments.