Research On Service Oprations Management Optimization Of Agricultural Bank Of China JN Branch

Along with the overall development of the financial industry,the service reform of commercial banks has made a significant improvement.All banks take "Customer-oriented" as the core idea of the service culture of enterprises,and supporting the introduction of a strategic measure to improve services.However,with the development of service operations management,there are also new difficulties:serious staff negative emotions,increased management pressure,quality and efficiency improvement slow,there is a management of the diminishing returns.JN branch of Agricultural Bank,as a key provincial capital city bank,it has a important significance of Service Operations Management Research.This thesis deal with the study of the Service Operations Management of JN branch of Agricultural Bank of China through literature research,field research,case analysis and other management methods with the three elements in customer,staff,and the enterprise.Through the systematic study of management and literature research at home and abroad,to master the key elements of Service Operations Management and current research results.Based on the current situation in JN branch of Agricultural Bank of China,this thesis find the major problems in Service Operations Management:Business errors remain high,process design is cumbersome and rigid,staff and equipment is not science enough,the evaluation mechanism is dull and passive.According to the deep-seated reasons of the problems,the paper puts forward optimization suggestions from five dimensions of staff training,service process,personnel configuration,service facilities and service system,and from the construction of ecological system,building a long-term training mechanism,smooth information feedback channels to support the effective implementation of the recommendations..This thesis focuses on the overall optimization of service quality and efficiency from the perspective of improving customer experience,protecting staff rights and reducing the difficulty of management.