Six Sigma In The Improvement Of The Quality Of Banking Services

Service quality is critical to the commercial bank, concerning for the benefits and competence. Banks in China still fall behind the world advanced banks in the scientific management and high-quality service aspect. The success of quality management theory combined with china's banking industry in the process is not achieve the expected results, there are still some problems existing in the banking service quality management theory in practice. How to eliminate fluctuation of service quality and expand the improvement ability to catch up with the world standard is the new topic for the scholars and practitioners.Banking services are composed of a series of co-related activities. Improving service quality from the aspect of service process can save cost and enhance performance. Describing the service process in quantitative way can reflect the management problems exactly. Six sigma as a method of process improvement, flowing from the perspective and improve performance, focuses both on customer and enterprise, scales, improve performance and realizes financial benefits. The unique idea and flexible approaches according with the characteristics of service quality management can provide quantitative methods to manage the process of banking services.By reviewing literatures, comparing with different methods and case study and other methods, according to the discussion of the quality of banking services to probe into the applicability of the idea and methods of six sigma in the management of the quality of banking services, the problem in practice should be concerned and the influence to the commercial banks bringing out from the application of six sigma strategy. Based on the mode of DMAIC to improve the quality of current banking service, it provides guidance for the implementation of six sigma strategy in bank, and discusses how to improve banking services process.