The Study On The Lobby Service Process Reengineering Of Ludong Bank

In recent years, the satisfaction of customers is one of the important elments for the management of Bank service. As a matter of fact, in order to make our customers satisfied, we must establish a stable and standard service system by meeting the request made by the customers. However, the financial market gets more and more international and customers’ demands on banks are various. So, high standard quality of attendants and service matters a lot relatively. As a result,according to the managing principles, banks should seek more than the increasing number of money in the future. What’s more, they are supposed to carry out a series of operating activities to content customers’ expectation and to put an end to the phenomenon that partial interests are in the way of achieving the whole aim.When the procedures are altered, Bank service can bring excellent results. Although service quality is not directly connected with profitability, it is a significant intagible asset for Banking. This can explain that nowadays the management tactics and focus has transferred from price oriention to the quality of service. With the competition in conditions of business becoming intense, many reseachers devote to studying the features of different service quality. By doing these, they hope that efficiency can be promoted and the quality of work can be improved constantly, which can make customers, staffs as well as companies plesased. Based on these, the paper focuses on studying the lobby service process reengineering of Ludong Banks.The paper mainly discusses the research and application of management process in the service of commercial banks. To begin with, the first part includes:introduction and current situation of the management process reengineered, the purpose and significance, and the main contents of the study. Secondly, this part containts the following contents: analyzing the present situation and existing problems with the service process in bank lobbies, presenting the background of Ludong bank’s foundation and their development, and the brief introduction about partial process of management in business service. Finally, the last part offers some advice on strategies and choices of reengineering the service in bank lobbies. It mainly shows a case where there is an almost overloaded work for staffs and makes customers wait for a long time and complain about the bank because of unreasonalbe process of business management in a certain commercial bank.