The Study On Lean Six Sigma Management Of Large State-owned Bank Counter Service

During the tertiary industry,the state-owned commercial banks service quality more and more be attentioned by the society.Service quality directly affect the operating performance and the competitive ability of state-owned commercial banks and become the basis for the development of state-owned commercial banks.With a large number of foreign commercial banks entering the domestic market and increasing competition in the Chinese banking market,constantly improving the quality of service has become the main way to improve the competitiveness of the bank.Originated in the manufacturing,Lean Six Sigma intention is to continuously improve product quality through the define,measure,analyze,improve,control and other aspects of the work,guarantee the product quality variance within the Six Sigma.If we use Lean Six Sigma in the improvement of the service quality of banks,although it is not like the quality of the products as variance statistical analysis,but we still can use Six Sigma quantitative analysis of the basic concept and the define,measure,analyze,improve,control link to improve the quality of banking services.ABC bank is a large state-owned bank,this paper takes the TJ branch of ABC bank specific cases as an example and uses Lean Six Sigma quantitative analysis concept to design a complete bank counter service quality evaluation index system.The index system have four aspects of the service standards,operation,organization,environment and divide into three levels of quality of service(QoS)and set each index weight and the quantitative evaluation calculation method,and according to the evaluation index of the quantitative calculation method designs a suitable questionnaire.Then this paper take the TJ branch DL network service specific case evaluation,and improve from the performance evaluation standards and the service training content to implement the institutionalized control measures.