Research On Improving Service Quality Of ICBC Y Outlets

The bank itself is a financial industry.Nowadays,it is close to the service industry.The public regards the bank as a service industry.However,the regulations and operating mechanisms of the traditional financial industry can not meet the requirements of the service industry.At present,with the development of Internet Finance and the implementation of intelligent outlets,the contradiction is becoming more acute in the actual operation of outlets.At present,banks are turning to the service industry,and services have become the focus of competition.The homogenization of banking products is serious.Service management has become an increasingly important part of network operation management.In recent years,with the enhancement of consumer rights awareness and the improvement of demand level,complaints management is facing great challenges.Reducing the rate of complaints,improving customer satisfaction and improving the service level of the outlets have become the focus of enhancing the competitiveness of the outlets.In order to get through the transition period smoothly,this paper analyzes the complaint events of the outlets.Find out the existing problem of outlets service.The knowledge of lean management,customer expectation,queuing management,process optimization,facility layout and other operational management theories are applied to analyze the existing problems.Explore measures to solve the problem of outlets service from various angles.Finally,the operation management theory is used to sort out the outlets operation management,and the specific measures of the machine and system equipment improvement and the business process optimization are put forward by the process optimization tools.Combined with the layout principle of traditional and intelligent outlets,the layout of Y outlets is optimized.Queuing management knowledge is used to study the queuing problem of Y outlets.The comprehensive measures to reduce the complaint rate,improve customer satisfaction and improve the service level of the outlets are put forward.Combining theory with practice is of great significance for improving the operation and management level of Y outlets and enriching the practical experience of theory.