Six Sigma Management In The Application Of Commercial Banks

Service quality is a new focus in the management field. Banking service, a focus of public attention, is taken more seriously in the service industry. With China's entry into WTO and the introduction of foreign banks, commercial banks in China are faced with increasing pressure and challenge. It is the cruel business environment to contribute to the improvement of the banking service quality among the commercial banks, which is also the way to heighten the core competitiveness.Six Sigma, as a system method for continuous improvement, which can make huge profits, is the first and best choice to enhance the quality of banking services. By carrying out Six Sigma projects, commercial banks can tap their own potentials, increase efficiency, deliver more excellent service, and gain most.Six Sigma, originated from the manufacturing industry, is becoming functional in service industry, especially in banking industry. Banking corporations concern the process of the service, the feeling of the customers, and the efficiency. It is important for them to deliver high level and standard services to customers even among large volume of transactions. Six Sigma can help banks to achieve this goal. Facts prove that more and more world famous banking corporations gain successful results by Six Sigma projects such as Bank of America,Citi Bank,Wachovia,Wells Fargo,HSBC and JP Morgen Chase.But in China, few commercial banks have taken such method. Until now, only China Construction Bank and China Merchant Bank have begun to adopt Six Sigma recently. So, how to recognize Six Sigma and find the ways to carry out it, is the most crucial and necessary action to be taken at this very moment.The main frame and content of this thesis: Chapter 1 Introduction. This chapter introduces the aim of the study on Six Sigma and point out the necessity of carrying out the six sigma in banking industry: to improve the customer satisfactory, enhance the core competitiveness, increase market share and gain big profits.Chapter 2 The management idea of Six Sigma. This chapter reviews the history of the Six Sigma beginning with the Motorola and its connotation. Besides, the author points out the advantages of Six Sigma by comparing with other methods such as BRP and TQM. At last, two different ways to carry out Six Sigma were introduced: DMAIC and DFSS.Chapter 3 The application of Six Sigma in commercial banks. This chapter analyses the application background of the Six Sigma in commercial banks and summarizes the concrete range of implementation.Chapter 4 The case study of Six Sigma in commercial banks. This chapter analyses the implementation steps for Six Sigma Projects-DMAIC in commercial banks by two detailed cases: one is DMAIC in account opening process, the other is using DMAIC to improve the service quality of bank counter.Chapter 5 Use Six Sigma to set up'Processing bank'. This chapter first points out the necessity of setting up'Processing bank'by comparing with the'Functional bank'. Then, give a way to setting up: using Six Sigma.Now, we accomplish the elementary research of Six Sigma in commercial bank.Contribution of this thesis:1,Present the connotation of Six Sigma in depth. Six Sigma is not only a nearly perfect statistic standard in the level of quality, but a comprehensive management pattern.2,Summarize the detailed fields of the implementation of Six Sigma in commercial ban. Six Sigma is more applicable to the processes which are highly repeatable, relatively easy to measure, and preferable simple.3,Analyze the DMAIC methodology in two detailed cases, one is in account opening process and the other is in counter services, which give a better sense of how commercial bank use Six Sigma.