dz银行基于服务规范创新的管理模式分析word格式论文.docx

AbstractWith the rapid development of information technology, the service given by merchant banks is changing with each passing day and their influence on economic and social development is steadily growing. However, the management level of merchant banks in China is very low. This problem seriously impacts their operational development and they do not meet the requirements in the socialist market economy. The level of service in the entire bank industry is represented by their sales network. So the study on the service management of sales network of merchant banks will promote national economy, increase competitiveness of merchant banks in China.This paper firstly introduces the current situation of DZ Bank’s service management and analyses the existing problems in its service management and their original causes. Considering DZ Bank’s real situation, the framework of service management mode is proposed based on the service standard innovation. And then the detailed contents of the mode are depicted in the following. The service management includes two parts. The first one is service standard and the another one is emergency response plans for accidents. Service environment, service etiquette, service behavior, service skills, service discipline, service complaint are the components of service standard. Reporting procedures, contingency response plans for accidents and post-processing are the elements of emergency response plans Finally, the paper demonstrates the actual implementation effect after adopting this service management in “Sanba” sub-branch of DZ bank . This sub-branch has changed their management idea, adjusted business structure, created a new business model, optimized the service channel and created a benchmark for service standard after using this service management mode. Sub-branch “Sanba ” are also awarded by the higher level authorities and institution. The reults of this paper can be a reference for other banks to improve the service standard an