Research On Service Process In Branch Of Shanghai Pudong Development Bank

As China has seen rapid development in financial industry in recent years,the competition between domestic commercial banks is becoming increasingly fierce.Faced with current financial situations,and in its attempt to find its way to succeed out of such competition,the Shanghai Pudong Development Bank has to make itself adapted to the current new financial environment to meet the demands of the market,being bold enough to introduce changes and innovations in order to fulfill its value and improve its integrated competence.The harshest competition between commercial banks lies in the customer resources.It should be the prioritized question placed before the Shanghai Pudong Development Bank as far as how to offer the customers with more efficient,quality and caring services under such competitive environment.Bank branches are the places where the most fundamental and frequent services are provided to the customers.As the scientific technologies are advancing and business processes are being optimized,the traditional service process flows in bank branches can no longer meet the needs of branch operation and customer.The customers will surely expect higher standards for the services offered in bank branches.This thesis first presents an overview of the current service process applied in domestic commercial banks,draws lessons and summaries from the investigations into the service process set up by different types of banks,and identifies the problems existing in the service process in branches of the Shanghai Pudong Development Bank through questioners and fish-bone models.Improvement scenarios are proposed from such four aspects as job responsibilities,work efficiency,scientific technology system,and layout and environment of branches.An improvement system is established for branch service process with a brand new branch service process built up.In order to guarantee the operation of the new branch service process,all-aspect measures should be provided in staff,administration,technology and culture.It is expected that the results of the research should provide reference for implementing improvements to the branch service process in the Shanghai Pudong Development Bank,and lessons learned to those banks where the similar problems exist in their branch service process.