A Line Of Scientific Management Theory In The Use Of A Telephone Banking Center

Frederick W. Taylor (1856-1915) is the founder of scientific management, he pioneering introduces scientific methods to management, so that the first rise in management science from the experience, thus fundamentally change the way that people think about management problems. He was known as the "father of scientific management". Taylor’s scientific management has laid a solid foundation for the formation and development of modern enterprise management theory. The principles, spirit and methods of Taylor’s scientific management still play an important role in business management process, no matter in the past or present, in manufacturing or other industries, no matter how many management methods there are.With the researches on various articles, the author found out that most books, writings and comments on scientific management are more focused on manufacturing industry. However, few of these studies look into the guidance, practice and value of scientific management from the telephone banking perspective. With the practical experience in telephone banking, the author comb and dig the essence of Taylor’s management thought, which contributes to both theory and practice of the scientific management.As Taylor’s theory of scientific management is a summary of his own experience in management, the theory itself is too concrete. The author tries to abstract and conclude the skeleton of his thought, combing the purpose, technique, methodology and process of scientific management. After that, the author studies and researches the current situation of telephone banking, using the telephone banking center of bank A as the study object, analyzing the difficulties of phone banking management. Finally, the author provides the solution to the problems and uses them in practice based on the study of "quota principles","standardized principles","differentiated wages","scientific job assignment and education" and "human based management", so as to achieve the scientific and fine management in telephone banking. The author uses various study methods, including, documents collecting, case study, investigation and practical measurement, etc. The practical meaning of the study includes:The phone banking, as an emerging industry, does not have a matured management method with obvious difficulties. The phone banking today is still at a preliminary stage, lacking of effective methods and theories to solve the problems. After using the scientific management theory, various management indexes of Bank A raised dramatically. Overall, the theories, sprits and methods from scientific management promoted the ability of value creation of Bank A, which proves the scientific management in terms of scientific, practical and operability.