Six Sigma Quality Management In Bank Personal Loan Business Research

Six Sigma management is a quality improvement system originally developed by Motorola in the mid-1980s.Six sigma offers a more prescriptive and systematic approach to process improvement, and formed a pattern that is capable of improving profit and competitive ability for enterprises. Many companies all over the world are using the approach from manufacturing to retailing and financing industries. After Citibank and Bank of America have successfully applied Six sigma management to improve their service quality, operational procedures and revenues, some banks within mainland China have turn to Six Sigma approach in order to perfect their management patterns.However, Six Sigma utilized in banking personal loan business has not yet become systematical and overall. It is still a long way to research when we use Six Sigma in this area. This article starts from the quality management of banking service, taking CCB for example, and has concluded and induced a basic line to improve the core competition of personal loan business. Meantime, it is suggested and referred the practical management of banking business by analyzing the implementation of Six Sigma's five-step process known as DMAIC model in commercial banks'quality management, and exploring practical approaches and methods to polish up customers'satisfaction and loyalty.There are altogether 5 chapters in the article. In the first chapter, it elaborates the fundamental principles, including definitions, core contents and other approaches of quality management comparing with Six Sigma, and especially the recommendation of some methods and conventional tools using in Six Sigma management.In the second chapter, it presents the extremely significant meaning of Six Sigma application in banking management. Also plenty implementing cases used in this chapter to show the differences in utilization of Six Sigma management between banks in China and banks overseas.In the third chapter, it mainly elaborates the current challenges of personal loan business. Also, it argues the necessity of using Six Sigma in management of personal loan business.The utilization of Six sigma management in China Construction Bank's personal loan business is deeply analyzed and researched in the forth chapter. It introduces its implement background, five steps in process of personal loan business management (Define, Measure, Analyze, Improve and Control), and estimation indexes of actual effect of applying Six Sigma approach.In the fifth chapter, it is suggested and advanced deeper use of Six Sigma management in the field of personal loan business quality management.