Faced with the reformation of tradition new competitors innovative technologies and other challenges commercial banks are confronted with keen competition among the whole financial industry in Taiwan To make the interaction between businesses and banks closer how to maintain professional skills as a leader in the field of financial environment and improve the business service processes has become important issues in management This paper is a qualitative research which centers on the actual operational procedures of deposit and loan services of the bank in our case study This paper also re-engineers the service procedures in the direction of customer satisfaction with our findings The data sources include the case-related written materials the secondary information disclosed on Market Observation Post System and the semi-structured deep-interview as the primary information With the coporate experience we contintue to modify the enterprise service process of the bank in our case The results of the study are as follows: 1 Deposits: After the reformation of the domestic remittance service process the customer can save labor costs and service charges The customer can also reduce the labor and operational costs in the presence of the refomated check-deposits service procedures In summary banks customers and governments can save the cost of labors and materials 2 Loans: After the reformation of the loan service process the customer can quickly secure the required funds with favorable interest rates because the bank can relatively reduce the cost of credit investigation operation through the shared financial platform The bank can reduce labor costs of bank tellers as well Using the big data provided by the shared financial platform the bank is able to reduce costs of credit investigators improve the credibility of fund flows and increase the guaranteed amounts of credits The government can also confirm the relation of logistic and fund flows between firms to implement the Money Laundering control Act effectively due to the financial digital platform In conclusion this study provides the bank in our case with a financial digital platform to reform the enterprise service process to achieve a win-win-win situation among banks businesses and governments
Customer Service-Oriented Business Process Reengineering in the Banking Industry-A Case Study of the "H" Bank
百斐, 吳. (Author). 2019
Student thesis: Doctoral Thesis