Управление процессом обслуживания клиентов кредитной организации: анализ структурных и операционных элементов

Abstract

Rapid changes of requirements of consumers to the quality and availability of banking products and market changes and legislation require constant monitoring and the need for updating the main management processes of the credit institution, one of which is the process of customer service. The problem of most domestic banks is reactive management of customer service and consideration of it as more of a marketing component. The most important way to improve competitiveness and achieve sustainable development of credit institutions is the management implementation, based on the use of tools of quality management and process control services allows to anticipate the constantly changing external environment, to prevent problems, to initiate changes. In the first stage of implementation of changes it is necessary to analyze the existing structural and operational process controls customer service of the credit institution. To ensure the validity of theoretical positions used in the work of critical analysis, abstract-logical and comparative methods of scientific research. The work is based on the analysis of writings of Russian and foreign economists. The article presents various approaches to the definition of «control ». Features of management process of customer service of the credit organization are considered from the point of definition of structural and operational elements of the process. On the basis of the analysis approaches and models it was built the model of management process customer service of the credit institution from the standpoint of quality management, object of management which is the process of customer service in the bank. This model combines the advantages of the process approach to management (allows for more detailed consideration of the stage of the service process), system approach to management (allows you to define the subject, object management, control and feedback), and also graphically represents the processes that are implemented at the level of the bank's management (PDCA cycle).