论质量管理在提高国有商业银行服务质量中的应用-工商管理专业论文.docxVIP

程，最终达到取得提供世界级服务质量的能力、增强核心竞争力的目的。 程，最终达到取得提供世界级服务质量的能力、增强核心竞争力的目 的。 本文共分三章，第一章主要引用调查数据，说明国有商业银行的 服务质量在取得一定进步的同时与中外资股份制银行相比仍存在较 大差距，而且这种差距是全方位的；第二章则应用质量管理和服务营 销理论，分析国有商业银行服务差距的组成和形成的原因，以及国有 商业银行服务竞争力所处的发展阶段，指出国有商业银行服务质量达 到世界级服务质量的路径；第三章应用质量管理理论指出国有商业银 行在观念上应树立大质量观，经营理念上应创新质量经营理念，并结 合质量管理方法的应用介绍说明国有商业银行在不同阶段应采用不 同的质量管理方法，以最终取得服务质量领先的竞争优势。 总之，本人结合在国有商业银行从事管理工作的实际，运用MBA 阶段所学的商业银行经营管理知识和服务管理、质量管理知识对国有 商业银行提高服务质量的途径进行了探索，目的是为国有商业银行的 经营管理者提供参考，但是鉴于本人的理论修养和服务质量管理实践 有限，文中～定存在疏漏和错误，敬请评审专家及答辩专家指正，本 人将继续提高理论修养，加强国有商业银行服务质量管理实践。 关键词：国有商业银行服务质量服务质量差距服务竞争力 客 户满意 Is09000国际标准六西格玛 AbstractThe Abstract The state-owned commercial bank of our country has entered the market progress gradually since handing over the policy business formally in 1 994．Always promoting to face the market，raising the service quantity and benefit，the stated commercial banks all speak of the service quanlity at a substantial height．The decade passed by,although the state—owned commercial bank has made great progress，there is very big margin compared with share system commercial bank and foreign capital bank．Five years of protection for entrance to WTO will soon pass by,the foreign capital bank will then abtain citizen’S treatment，the state-owned commercial bank will compete face to face with it under the same conditions．鼢af will the foreign capital bank depend OD to compete Ⅵrith the state-owned commercial bank?Product?it is easily be mimicked． funds?The state—owned commercial bank also has no lack of it．The foreign capital bank will compete with the state—owned commercial bank relying on service．At present，compared with local share system bank，the service quanlity of the state—owned commercial bank has been relatively falling behind under the same legal system，social reputation and the market environments，let alone the foreign capital bank．In addition to the system of the state—owned commercial bank，by all accounts，its main rea．son is the comprehension and performance of the quality management is not enough tho