Study On Customer-centric Operation Service Process Reengineering Of Bank A Hall

In recent years,the development of advanced information technology and the emergence of Internet finance have brought a disruptive shock to the traditionalfinancial services model.Correspondingly,the disadvantages of commercial Banks in the aspects of product homogeneity,single profit model and complex business process are becoming more and more obvious.The original service model of commercial Banks cannot meet the demands of efficient,convenient and safe financial services,which is reflected in the sharp contradictions in the service of commercial Banks.It has become a strategic choice for domestic commercial Banks to improve their competitive advantage by implementing process reengineering,re-establishing customer-centric,market-oriented and technology-driven service model innovation.Taking bank A as an example,this paper uses the system theory of process reengineering to reorganize the hall service process for bank A,so as to effectively transform the traditional banking service mode.A new banking services model which takes customer-centric operation service process as the core will be formed.Firstly,this paper expounds the research background and significance of bank process reengineering,and carries on further researches and describes on the theory of bank process reengineering and its research progress.Then using the theory of bank process reengineering,the paper carries on the analysis about the problems existing in bank A hall service process.Thus this paper make a new customer-centric operation service process scheme to improve the current prominent contradictions increasingly in the hall service,to improve the efficiency of business to deal with,to improve marketing achievement,to bring better service experience for the customer.In this scheme,the core-the concept and content of the customer-centric operation process of the hall will be introduced in detail.From the aspects of customer-centric operation concept,operation equipment layout,personnel position setting,hall pattern and service process changes,the service process reengineering and innovation can be realized.At the same time,the implementation and feasibility of the new service process schemes will carries on the detailed analysis in this thesis,to highlight the advantages of the service process innovation,beased on the different types of customers with different ways of service marketing,so as to improve customer loyalty,and improve the bank's core competitiveness.Finally,one branch was selected to trial run.The initial pilot feedback confirmed that the new scheme has been greatly improved the series of contradictions and problems original model brings.Further according to the feedback the process reengineering scheme will be optimized and improved,and continue to expand to the other branches application.The process reengineering brings the changes in the original service mode,and new vitality to the bank A.The author also hopes to bring other brothers commercial banks some service mode innovation points.