| As banks continue to enhance their capacities in data processing and Internet-based services,the online banking is becoming increasingly popular among corporate clients thanks to the fast,convenient and secure features inherent in online banking.Commercial banks,therefore,begin to put more resources into the online banking services to tap into its advantages of being cost-effective,customer-oriented and of low operation risks.The business process designed for online banking plays a central role in determining the efficiency of banks' corporate business development.Due to historical heritage,the capacity of corporate online banking services of China Merchants Bank is hampered by low efficient process design.To correct this problem,China Merchants Bank needs to implement a customer-oriented business re-engineering in order to maintain its leading position and adapt to the new business environment.This paper discusses the DMAIC model and ECRS analysis to analyze the process re-engineering of CMB online corporate banking service.First,basic theories and methodologies applied in the analysis is introduced.Second,the paper looks through the business process in CMB's online banking and discusses in detail the existing problems in process design and execution as well as the causes of the problems.Based on the above analysis,the paper proposes a solution to optimize both process design and its execution.Finally,detailed steps of optimization and continuous improvement of the solution are suggested.The theories and methodologies proposed in this essay is rooted in the working experience with CMB online corporate banking,therefore,they may provide meaningful guidance for the re-engineering of CMB's centralized operation process design and may offer other commercial banks with adoptable analytical framework in similar circumstance. |
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