The Application Of DMAIC In Rural Commercial Bank Management

In 2010,China Banking Regulatory Commission(CBRC)proposed "transforming the rural cooperative financial institutions into a joint-stock financial enterprise with clear property rights relationship,reasonable ownership structure and sound corporate governance over three to five years",thus starting the transformation of rural credit cooperatives to rural commercial banks overture.As the main force of rural finance,although some rural credit cooperatives have completed the transformation,the main customers of the reformed rural commercial banks are still "three rural" groups,communities,small and medium-sized enterprises and the county economy.For a long time,because of the small scale,lack of innovation in itself,both products and services and management structure,were behind the big Banks.With the changes in the external economic environment,ubiquitous problems such as imperfect management,non-standard business operations,and weak service awareness have also been exposed.From the internal management level and service quality point of view,there is still a lack of long-term and effective business process management system and customer satisfaction service quality.A lot of waste in business processes and the weak sense of service staff have led to the backwardness of service products and customer complaints and losses.The lack of clarity of powers and responsibilities,the difficulties of departmental collaboration,the empirical problem-solving and the unmanageable management of these traditional extensive management still exist.Six Sigma originated in the manufacturing industry is not only a statistical term,but also a set of working methods,a management philosophy,with a wide range of applicability.The fact shows that Six Sigma is no longer confined to projects that solve the problems of production speed,quality and inventory in the manufacturing industry.Rather,it is enriched and developed in practice and has now permeated the management improvement of various industries and fields.This study argues that Six Sigma is a business strategy-oriented,customer value-based,using DMAIC(structured problem solving)model to study business processes,make decisions based on data and facts to continuously improve system speed,improve quality and reduce costs.And also it's the continuous improvement process that eliminating waste and creating value.Therefore,Six Sigma can be applied to rural commercial banks,through the DMAIC model to solve the corresponding problems,improve business processes,to provide better customer service.The research of this paper is mainly divided into the following three parts: Firstly,introducing the theoretical knowledge and method tools related to DMAIC,providing the theoretical basis for the later research;Secondly,drawing the strategic map of rural commercial bank and decompose it into specific strategic index system.Providing a six-sigma project screening criteria and the establishment of DMAIC implementation system to help farmers clear the project areas and know how to start the implementation;Thirdly,through some case studies,to enhance one bank's rural counter services as an example to use of DMAIC process improvement methods.From the perspective of customer experience service,we can make all-round improvement and optimization of counter business processes,providing written explanations and corresponding supervision tables for the standardization of business processes and services.Through the above research and practice,A Rural Commercial Bank has achieved good implementation results,gaining the recognition and promotion of enterprises.