Application Of Lean Six Sigma On The Quality Improvement Of Retail Services Of Z Bank

Among the banking industry,two sorts of tools may be the key to win the competition,one is product,and the other is service.Nowadays,most financial institutions are providing highly similar products.However,because of the sharply imitate activity,the innovation can only exert less or even none influence among the competition.The differentiation advance may play transitory influence.Therefore,the quality of service may become the key to win the competition.The quality of service may keep the advance in a long duration because it cannot be easily imitated by the competitors.Regarding to the financial service development,the Chinese government delivered their promises which were offered to the agreement of the World Trade Organization step by step.Thus the domestic financial industry may have to face an unprecedented competitive situation.Otherwise,as one of the significant source for the commercial banks,the retail banking business seems like the uppermost priority among the competition of market share.How to win this competition? The quality of service may be the basic element for retail banking business of the banks,it also relates to the benefits and market competition of banks.Lean Six Sigma originated from the manufacturing industry.This dissertation is willing to study on the application of Lean Six Sigma into the retail business of banks.This study took the present retail banking business of Z bank for example.This study also evaluated the present problems of the service quality,described the theory and method system of Lean Six Sigma,and also its influence on quality improvement of the retail banking service.Provide several proposals for the application for Lean Six Sigma for domestic commercial banks.After the application of Lean Six Sigma,as a result,the commercial bank may exploit its inner potentials,increase its efficiency,provide better quality of service for its customer,acquire and maintain the core competence during the market competition.As a result,the commercial bank may increase its market share,achieve the greatest benefits.Otherwise,Lean Six Sigma may also help management of the Chinese commercial bank to connect the world standard.