129770904427968750_191Report from recent years, Shanghai Municipal Party Committee of the financial, the city Finance Office in the process of promoting the construction of Shanghai as an international financial centre, active use of standardized instruments, focusing on continuous improvement of the service quality of the window of the financial industry, satisfaction oriented to the masses, efforts to establish a financial standard system of Windows services, window of Shanghai financial industry service quality level as a whole has been improved. A few days ago, ShanghaiOf the seventh plenary of the joint work Conference was held in the city. Deputy Mayor Chan Phin attended the meeting and delivered a speech.
City Finance Office of the finance window service standardization work for an AC statement. Explore financial Windows quality of service standards with the development of socio-economic and financial activity widely into the daily lives of ordinary people, more and more social financial services GeneralAttention. In 2007, with the explosive growth of public demand for financial services, financial Bank of Windows services in particular Windows service subject to widespread criticism of the masses. According to a survey of key regional 100 Bank branches in Shanghai showed that business customers with an average wait time of 52 minutes. Windows services there is a long wait times, self-service machinesFailure, due to poor channels of complaints and processing efficiency is not high, public financial Windows service satisfaction decline and influence to finance their own development, the impact of the social image of the financial industry. Financial institutions of different sizes, different management window service standards
tera gold, financial lack of uniform requirements system Windows service specification
tera power leveling, service quality and lack of objective scientificEvaluation of financial window is an important cause of the decline in service satisfaction.
To this end, the Association of Municipal Office of financial systems, and quality work together to carry out research, and explore the financial Windows quality of service standards. From their branches, self-service banking, Internet banking, telephone banking and the complaints start with five major service point of contact, relying on banks, associations, financial institutions andQuality Association to develop the Shanghai local code for Windows quality of service standards of the banking industry, banking window service "service specification, service, efficiency, service, services, security, service, environment" and other normative requirements, fixed access, network investigations, unannounced visits, service monitoring, evaluation, forming to customer satisfaction as the core of Shanghai financial Windows serviceService quality index
tera power leveling, guaranteed Bank Windows service quality evaluation of scientific objectivity, impartiality and, among different banks targeted implementation of the service quality improvement. At present, the Shanghai Bank has conducted 5 evaluation of service quality of the window, involved total sample size of more than 81,000. Shanghai Banking service quality index of the window by the first half of 2008, 81.61, gradually increasing, continuous upward trend. Efforts to increase financial standardization of Windows services on October 1, 2009, the Shanghai official promulgation of the banking window of service quality standards, become code for China's first commercial bank service quality standards. After he established the Shanghai Banking Star "service outlets" evaluation of management approaches, Do deep vertical window service quality, promote the quality of service to the quality goal. In recent years, Shanghai financial systems standardization as a tool through standard research, development, dissemination, implementation, promotion, supervision and inspection of work, learn more about the financial industry's true service level, find the financial differences between the enterprise and the service short, clear window serviceService improvement. By "hardware" and "software" and attaching strong tamping the Foundation financial services improve the quality of the window. Especially in the quality of staff "software," on the building since 2008, have introduced the "bank teller", "financial and banking service", "insurance claims (loss damage)" identification and financial skills, such as "financial planning" level certification, 1330Protection of more than 0 people get national occupational skills certificate issued by the Department.
Held "bank teller", "financial and banking service" contest, with the participation of more than 31,700 employees. At the same time, Shanghai financial institutions increase Manager accessories, strengthen the seamless management of telephone banking site, forming banks "6S management", "102,030" limited serviceAnd "system called" multifunctional platform of services, complaints focus on a system, securities network "in high-end custom service", "Banking Fund-service" insurance networks "national passes indemnity services platform" characteristics, effectively promoting the financial services improving the quality of the window. Therefore, Shanghai financial window of service management achieved substantive results. The whole citySuccess rate of bank branches 100%, public satisfaction increase, during the World Expo of two top window service industry overall satisfaction with the first name. Results obtained are inseparable from the standardization provides technical support and protection.
Standardization work has truly become a window of Shanghai financial industry service promotion overall quality level of important "boosters". Spread outDeepening the connotation raise the level of standardization of Windows service as the acceleration of the pace of building Shanghai into an international financial centre, as well as the promotion of financial marketization and internationalization, to finance higher demands on quality management of Windows services. Faced with the new situation and new tasks, new opportunities, to Bank of Shanghai financial industry service quality index of the window as a guide, summary of further Bank implemented Windows serviceExperience in quality management, deepening the connotation of service quality management, at the same time, further strengthen publicity guide widen the window extension of service quality management, insurance and securities industries to promote the development of Windows service quality standards, raise the level of financial services as a whole the system window. In terms of broadening extension of service quality management, started the development of the life insurance industry in a timely manner Windows quality of service regulationPham, counter services, telephone services, network services, SMS services and complaint process starting with the five main channels of service, provides for life insurance industry Windows services essential requirements and assessment of quality of service requirements, and at the end of 2011 to 10 insurance agencies window service quality evaluation. Place the Windows quality of service specification for the life insurance industry standard March 1Formal implementation.
At the same time, is stepping up the development of the securities brokerage services quality specification research project work towards promulgated by the end of this year. In terms of deepening the connotation of service quality management, financial system, Office 335-star 2 organizational financial system "service star" and "service outlets" representative "Star face to face", "clothingWe talk about "research exchange activities, deepening the improvement in service quality. Organized 17 financial institutions nearly 30 comrades will improve during the Expo, fresh experience of innovative financial services window, the advanced service act together, has authored the financial window of service quality management, formulation of financial Windows service capabilities, services, processes, and services performance for key elements of quality managementSeeking to promote financial theory and practice in innovation of Windows quality of service. At the same time continue to enhance employees ' skills, and will work closely with the lives of the masses of "insurance claims (loss damage)" professional skill appraisal to the country, organized the Pacific insurance company 40 branches nationwide car insurance loss 2,603 people, vocational evaluation in 45 cities in three batches, to deepen financial servicesQuality awareness Foundation. It is understood that the Shanghai financial system next to more reflect the problems and complaints in the public areas, further to regulate, through the formulation of standards, promote the orderly development of financial industry services.
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