Business Operation Analysis And Optimization Of Bank Of China K Shared Service Center

As an advanced management concept,shared service was,at the earliest,proposed by western developed countries and had been developing rapidly in various large companies since it was firstly launched in Ford Europe 1980 s.The establishment of shared service center in commercial banks is to free the back-end customer service operation labor from trivial administrative affairs,and to help the branches to focus on their core business,and improve the operation efficiency.K shared service aims to provide BOC Group with a professional middle and back operation service in its global card business.It is the first professional financial service company under a large bank group in China.In spite of some problem in customer satisfaction,cost control and revenue effectiveness,it still accomplished following achievements since its establishment in 2007: it maintained the profits for the parent company,reduced the cost loses,maintained the customer service quality,accomplished the customer service indicators and built a positive branding for BOC group.This paper focuses on the basic theory of shared service center and the related items of modern enterprise management.Based on the company operation status,It analyzes the background of the establishment of k shared service center,and expounds its operation scope,operation quality,internal people management status,and the strategic vision as well.Aside from these positive perspectives,this paper also indicates the existing problems,analyses the cause of the problems and proposes the problem-solving methods in various area such as business function,customer service quality,cost control,efficiency enhance and people motivation.Furthermore,this paper proposes the specific optimized countermeasure in improving customer service,reducing cost,enhancing efficiency,reducing the front-line employees' pressure and motivating employees,which will make the calling business more smoothly.The K shared service center is the innovation operation model in commercial bank and the analysis of its operation status in this paper provides enterprises references no matter in improving company motivation and efficiency but also in implementing the similar business model.