ICBC Zhucheng A Sub-branch Implemented Six Sigma Quality Improvement Practices

With the continuous deepening of China's reform and opening up and the acceleration of the process of world economic integration,the economic exchanges between China and the world have become increasingly frequent.Foreign-funded institutions have entered China's financial market one after another,making the financial market increasingly fierce.In this“financial war”with no smoke,customers become the focus of bank competition.The higher the bank's service quality,the higher the customer's satisfaction to the bank,and the greater the bank's competitive advantage.Therefore,the bank began to focus on customer needs,continuously improve the service process,and improve the quality of service,thereby enhancing the competitiveness of the bank.This paper uses the DMAIC model of Six Sigma management as an example,in order to analyze the service quality improvement of Branch A of ICBC of Zhucheng City.On the basis of researching QFD,DOE,and other related literature,using paired comparison method and QFD to analyze Key Quality Characteristics in the service quality of ICBC A Branch,and sorting by importance:staff quality,service efficiency,bank image,Service security;using these four quality features as factors,taking two levels for each factor,customer satisfaction as a measure of service quality,using DOE to prioritize impact factors and best level combination,and proposing optimal service improvement measures.The service quality evaluation index is based on the SERVQUAL scale,and the five dimensions of“tangibility”,“responsiveness”,“reliability”,“assurance”and“empathy”are selected for measuring.The DOE adoptsL₁₆(2¹⁵)orthogonal tables.In addition to considering the single-factor effects of“service security”,“service efficiency”,“staff quality”and“bank image”,the possible interaction effects between them are also considered.Through the implementation of Six Sigma improvement analysis,there is a clear interaction effects between“employee quality”,“service efficiency”,“bank image”and“service safety”.In the future,the improvement of the service quality of the A Branch of the ICBC of Zhucheng City should be promoted around the above four aspects.And it can not have any shortcomings.