Research On Project Quality Management Of Creation Of The Five-star Bank Node Of Guomao Sub-branch Of GN Bank

Service is the eternal theme in the banks,particularly in the financial products highly homogenized and horizontal competition increasingly competitive nowadays.In order to gain more customer recognition and finally realize the ascension of core competitiveness of the bank,the only way is to support high quality,highly effective,convenient and personalized service,comprehensively improving the quality of network service.The creation of the five-star bank node is conducive to establishing the brand of banking services and promoting the social image of the bank,which has attracted the high attention and active participation of the major commercial banks.The GN bank is the mainstream bank of local retail business,but its overall level of network service does not match with its mainstream status.So the bank attaches great importance to the creation of civilized normative service demonstration unit,hoping to improve the whole service level of bank outlets through pushing typical example from the point to the surface.This article adopts the method of combining theoretical research and case analysis,and takes the GuoMao sub-branch of the GN bank as the research object.It expounds the development experience of China Banking Association conducting the activities of creating civilized and normative service demonstration outlets and the relevant requirements of the five-star bank node evaluation.It uses the SWOT analytical method to analyze the advantages and disadvantages of the GuoMao sub-branch of the GN bank in creation of the five-star node,and finds out the advantage in the creation and the next direction to improve.According to the analysis of the present situation of the project management from three aspects(quality planning,quality assurance and quality control),this paper points out that the GuoMao sub-branch of the GN bank has some problems in project management such as project quality objectives not explicit,schedule not specific enough,the structure of the organization not clear,communication mechanism not perfect,lack of the quality evaluation system,process control insufficient and so on.According to the idea of total quality management,the paper emphasis on the whole staff,the whole process,the whole elements of quality management to do real project progress plan by improving the project quality plan and detailing project management objectives,to continuously improve the project quality management system through setting up an efficient project management team and establishing a smooth communication reporting mechanism and project quality review system,to increase the comprehensive monitoring of the process of project implementation through strengthening the control of the process of project implementation,clearing the monitoring frequency of the project implementation process,the use of project management system,network video monitoring system,"mysterious person" investigations and so many other new means,to improve the quality control technology and realize efficient management of project and project documents by developing personalized project management software and network service file management software,to ensure the implementation of project quality objectives through providing targeted assessment and incentive measures to project management team and network service staff.At last,the whole paper hopes to provide theoretical and practical reference for other commercial Banks to create the five-star bank nodes.