The Research And Design Of The Service Quality Management System Based On B/S Framework For Commercial Bank

With the gradual penetration of our reformation and becoming a full member of theWorld Trade Organization(WTO), there are more foreign capital banks break into china andmore various forms of capital or joint venture bank than before. It is getting so competitive inthe domestic banking by the seller market to buyer’s market that customer gradually becomethe most valuable resource. As a financial service，customers is fundamental for commercialbanking development and the customer service quality(qos) is the lifeblood of its first. How todo the job had become all the banks of priority. Although commercial bank has opened upnumerous service channel, it should be the commercial banks of the problem cries for solutionthat how to integrate various channels quality service management and improve servicequality and timeliness of the scientific management for the leadership and decision-makingreference services in the internal and external customers.Service quality management system is such a tool that collect all various sources ofinternal customer (the staff) and external customers for feedback information, realize thedirect contact between customers,and employees at all levels of organization, real-timecontrol and effective monitor to accept service and the internal work, conduct acomprehensive assessment and evaluation for the sevice work of the employees anddepartments, and the scientific management on the voice of internal and external customer.The service quality management system implementation is not only the commercial bankservice quality management by means of innovation and improve the function, but also that itwill increase the service quality management of the strength and breadth，improve bankingservice quality management level, helps commercial banks to better implement the"customer-centric, market-oriented" business philosophy, improve banking service quality,enhance the bank to run efficiency, enhance the core competitiveness of commercial banks.This paper aims to provide reference and thoughts for commercial banks to enhanceservice quality to manage the job by means of discussing the commercial bank service qualitymanagement system research and design, so that it can promote our country’s commercialbank service quality and raise the level of management. By the analysis on the domestic andforeign research, this article first proposed the system architecture and the structure relation,secondly decomposition and come on the function of the system. Finaly,the security of thewhole system and problems were discussed.