The Road To Digital Operation Management Reform Of The Traditional Financial Services Industry Under The Internet Background

At present,the domestic banking industry has made great progress in operation efficiency,operation cost,customer satisfaction and other aspects,but at the same time there are some problems,mainly manifested in business process design,operation efficiency,operation quality,operation scope and other aspects.With the acceleration of financial informatization and financial innovation,the traditional bank business model has been greatly affected.Leading international commercial Banks use the most advanced management concepts,such as process reengineering,comprehensive services,etc.,to establish business data centers on a global scale,achieve professional,low-cost and efficient continuous operation,and significantly improve their competitiveness.Due to the continuous application and innovation of digital technology in the financial field,the needs of customers are constantly met,updated and repeated.This has radically changed the experience of traditional industries in financial services and operating models.The new operation mode has the scalability,opens up a new and convenient channel for financial services,expands the financial service target,and raises many different customers with limited funds.This paper focuses on the reform of digital operation management in financial service industry under the background of Internet,and takes icbc Z branch as an example to carry out a case study.The first is to explain the background significance of the paper research,analyze the collection process of case data,etc.,explain the content and methods of the paper research,summarize the existing research situation at home and abroad,and summarize the literature.Then,it analyzes the basic situation of the case,mainly discusses the process of the operation management reform of icbc and Z branch,and summarizes the achievements of the operation management reform,including the corresponding simplification of materials and procedures,and the obvious improvement of the utilization rate of employees.In addition,this paper analyzes some problems still existing in the reform of Z branch,including the blurring of rights and responsibilities caused by one bank employee having more than one job,and the incomplete execution of process standardization,which leads to differences in the specific behaviors of different branches.The case analysis part,combined with the related issues,and by using the theory of operation management and digitization of operation management process,digital operation management for industrial and commercial bank of Z branch,phases,characteristics and results of the cause of concrete analysis,artificial service channels be streamlined,nature of work to realize the optimization,and expand the self-service channel,service and marketing combination,and solve the related problems in operational management,makes the improve business efficiency,handling to improve customer service experience.