Design Of Bank Counter Service Job

Currently, the competition was being fierce in the banking sector increasingly, all commercial banks exposed a variety of flaws on services in competition, while customers wished higher standards and requirements for banking services, therefore, the service design,correct and reasonable,is important particularly. How to design good service operation is necessary to achieve satisfaction of customers, but also to allow the teller to maintain enthusiasm for work. Finally, quality of service is evaluated by the customer, so the correct approach is to look customers' complaints as a starting point,to identify key issues from them,to analyze them using scientific management methods and improve job design.In this paper, an example of counter service from Tianjin Rural Commercial Bank was given. We show defects of service standard through comparing with the actual complaints, then the customers' complaints will be classified into four categories: process, people, emotions, and risks. We use the theories and models of management science and statistics, to analyse such as delaying for business, long time of business processing, complex business processes, lacking of opening windows, poor service attitude, the operational errors, customer complaints and financial losses, to analyze them, and improve job design reasonable.