Research On The Improvement Of Business Process In The Halls Of Shanghai Pudong Development Bank Branches

The business outlets are the main physical places for banks to conduct business.The management of commercial bank outlet halls has the unparalleled advantages of virtual outlets and electronic channels in improving customer experience and marketing capabilities.At this stage,many domestic commercial banks are faced with changes in customer demand,capital constraints,financial disintermediation,and interest rate liberalization.These changes are constantly affecting the future and destiny of domestic commercial banks.Based on the theory of business process reengineering and related research,this paper deeply analyzes the problems existing in the business process of the outlet hall of Zhengzhou Branch of Shanghai Pudong Development Bank from four aspects: counter sales,service sales,service management and internal control.Analysis,such as: counter business process constraints,low service efficiency;hall sales process management is not standardized;service management too emphasis on internal functional division of labor and weaken organizational cooperation;internal control management links are too rigid.Furthermore,the specific path of the business process improvement of the outlet office of the Pudong Development Bank Zhengzhou Branch was proposed,and the design was improved from the following four aspects.First,the operational process of the counter business was improved,and the threelevel organizational management system of the front,middle and back office and command hub was constructed.The solution for the reengineering of the business process of the counter office of Pudong Development Bank was put forward.Secondly,the improvement of the sales process of the outlet service was mainly based on the specific problems raised above,analyzing and solving one by one problem,and setting up the product manager to participate in the sales process.The third is the service of the outlet.The improvement of the management process,in view of the problem of non-uniform and non-standard operation and management of outlets,proposes solutions from two aspects of network classification and functional division.According to the characteristics of each network,the outlets are divided into full-function outlets,sales service outlets and transaction service outlets,and functional partitions are used to divide functional divisions.Fourth,the internal control flow of outlets is improved,including the application process.The organizational structure is improved to the internal control system,ensuring the implementation of the internal control mechanism,and clearly defining the functions of the compliance management organization,risk management organization,and internal audit organization in internal control.Through the combination of questionnaire survey and bank system access,the paper tests the effectiveness of the business process improvement of Shanghai Pudong Development Office,indicating the effectiveness of the business process improvement plan.Finally,the corresponding safeguard measures are proposed.