The Research On Application Of Zero-defect Management In Bank

At present, banking industry faced with three challenges in our country. The first one is the customers'request enhances. The second one is market competition becoming more and more serious. The third one is compared with other countries internal management needs improve. Improve the traditional management and carry on scientific management are initial mission for bank. Carry on the research of zero-defect management which take 6σas the target of quality is exactly the scientific management research which aims at improve the management and make operation efficient.This text emphasizes to raising customers'satisfaction and lowering the cost caused by quality defect, with the knowledge of bank industry's operation, making use of the structure equation to set up the model which is used to measure the satisfaction of exterior and interior customers. Provide the method to calculation the coefficient of the factors and customers'satisfaction. It make us easy to know the relationship of each factor with customers'satisfaction, and make clear the level of each index which connected with satisfaction. It guide for bank when they conduct zero-defect management to improve customers'satisfaction. Make use of house of quality to appraise the value of finance service flow. First elaborate the method to low the cost of quality defect from three points. They are customers run off, the flow didn't make value enhance and didn't do things right the first time. At last , introduce the implement step of banking zero-defect management in system. Put forward various concrete strategies in order to solute customers'dissatisfaction and cost caused by quality defect exist in banking operation. The text provide activity guidebook and implement strategies of reference for improve the level of management and efficiency, reply the challenge successfully.