Bank decentralization measures

1. According to Hou Jietai: the so-called centralization refers to subtracting the mean value of a variable from its expected value. For sample data, each observation value of a variable is subtracted from the sample average value of the variable, and the transformed variable is centralized
for your question, subtract the mean from each measurement.

2. We should not only be good at finding the external needs of the market and customers, but also be good at finding the internal real needs of the market and customers; We should not only be good at finding the shallow external needs of the market and customers, but also be good at finding the deep core needs of the market and customers; We should not only be good at finding and meeting the actual needs of the market and customers, but also be good at guiding and meeting the potential needs of customers
secondly, the success or failure of innovation is measured by the quality of customer service experience. When customers purchase financial services, they experience the whole service process, not just the core functions of the proct. The quality of the overall service experience directly determines the customers' overall evaluation of the proct. Especially in the case that the same instry can provide the core functions of the proct, the customer experience provided by the proct is the key to the competitiveness of the proct. Good customer experience includes many factors, such as good core business functions, good environment, teller's smile and so on. But there are two factors that are the most basic and key factors affecting customer experience. The first factor is convenience. Customers always want to be in the bank for a short time, which requires that the business process should be simple and easy to understand, not too complex and professional; Services should be automated as much as possible, and customers should not always trigger transactions in person; Channels should be diversified, not only the counter. The second factor is habit. Proct design should follow customers' consumption habits as much as possible and avoid designing proct operation process from the perspective of banking professionals
thirdly, innovation should be based on customer first to provide real value-added services for customers. That is to say, to achieve a win-win situation between banks and customers, to establish a long-term and stable cooperative relationship between banks and customers. Take the value-added account of deposit and loan link, a new financial proct launched by a large listed bank last year, as an example. When innovating new personal loan services, in the face of the continuous increase of housing mortgage interest rate and the increasing number of early repayment in recent years, the bank designed the value-added account of cundaitong to help customers manage their money, connecting the deposit, loan and wage accounts on a platform, so that customers can repay the loan in advance when they have surplus money, and withdraw the funds at any time when they need it, While maintaining the flexibility of funds and meeting the needs of customers, they also increased their deposits, obtained benefit compensation, and achieved a win-win situation
fourthly, change the pure proct design into the scheme planning of consulting financial services. Since customers are our partners, we can't just sell the financial procts designed by the bank to customers. Instead, we should take helping customers solve problems as the starting point, and tailor personalized financial service solutions for customers, so as to make customers feel inseparable from you.

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4. In practical work, people often understand service as attitude, that is, good attitude = good service. In fact, service has a deeper connotation. It's tiring and tedious to deal with customers directly, but it's a surprise when we see customers get unexpected harvest under our suggestions through our sincerity and efforts; They are satisfied with the sense of achievement after the interests of banks and customers are protected by adhering to the principles. Of course, we also have to accept the vent of dissatisfaction when the customer fails to achieve the goal... In short, the ultimate goal is to exchange sincere service for the customer's true feelings
1. Establish a correct service concept
the core concept of service concept is the concept of customer service. The correct service concept is to serve customers wholeheartedly. As long as you work, love and drill, you can provide good service for customers. While providing service for customers, banks also bring development and benefits for themselves
2. Correct the attitude of banking service
banking service should strive to realize the transformation from single service to comprehensive service, from general service to characteristic service, and from passive service to active service. Some employees don't realize this. They simply think that to handle the business well is to do the work well and separate the service from the work. This is also the fundamental reason why the service is difficult to reach a higher level. Only by setting up the idea that service is work, can we provide all-round and high-quality service for customers, properly grasp the scale, adhere to the principles, be reasonable and disciplined, and make the real sense of high-quality service deeply rooted in the hearts of the people
the object of service is the customer, so the basic content of service is to deal with interpersonal relationship, to grasp the skills, to pass on to the customer is always understanding and happiness. All for the sake of customers, to solve the actual difficulties of customers, to bring customers spiritual happiness, spiritual satisfaction, business help, this is the highest standard of our service
3. Ways of bank's high-quality service
(1) the way of service is active and enthusiastic. In the practice of service, we should treat customers with sincerity and exchange sincerity with sincerity. Don't let the customer be embarrassed, do your best to provide sincere service for the customer, treat the customer as your relatives and friends, let the customer feel cordial at the same time, proce a sense of trust and belonging. If you want to do a good job of service, you should devote yourself to it. You should pay attention to it all the time. You should think about what customers think and what they don't think. You should be good at observing and understanding customers. You should pay more attention to what customers say and do
(2) to be familiar with the business and to carry out service and marketing, banks should comprehensively grasp the performance and characteristics of the procts, so as to provide marketing services in a short and concise manner and get twice the result with half the effort, so as to effectively improve the service quality and efficiency. We should be good at capturing customers' and market information, provide customers with various business consulting services according to customers' needs, and actively promote various new businesses and characteristic services. All these are the keys to do a good job in new business proct marketing. According to the understanding and grasp of customers, combined with the characteristics of customers and proct selling points, targeted matching for customers, familiar with the new proct launch process, keen to find proct selling points, according to the characteristics of new procts, identify the required customer groups, target customers, and actively recommend to customers
(3) understanding the customer's personality is the lubricant for banks to carry out service and marketing work. In the work, we should pay attention to studying the customer's psychology, grasp the service terms and forms according to the customer's age, gender, cultural level and wage nature, and provide customers with knowledge service, advanced service, value-added service and personalized service, which not only enriches and enriches the connotation of service work, More consolidate and improve the customer's trust and satisfaction
(4) pay attention to the collection and accumulation of customer information, face the growing customer base, be very familiar with their own customer group, treat high-quality customers according to the principle of "Classified Governance, differential service", adhere to the regular return visit, timely understand and grasp the change of customer demand, adjust the financial service scheme for customers, and make full use of the advantages of banking business types, Grasping all kinds of financial market information, helping customers to design the best financial management scheme, maximizing the value of customers' funds and meeting customers' needs are the foundation of high-quality service
in a word, high-quality bank customer service is not only the window of the banking instry, but also the "spokesperson" of the image of each financial institution. Today, under the test of market economy, civilized and high-quality service is particularly important for banks. Only good service can win customers' long-term trust and win in the competition.

6. 1、 Strengthen business training and improve service efficiency. In the form of morning meeting and after class meeting, the bank ecates and guides employees to firmly establish the service concept of "customer-centered", earnestly internalizes various requirements of service specification into each employee's daily behavior and work, further enhances service awareness and improves service quality. At the same time, organize the staff to actively participate in the business training of new procts, new business and new knowledge, constantly enrich the staff's service knowledge structure, enhance the service competitiveness, and lay the foundation for the peak season marketing service
Second, strengthen the counter distribution and optimize the service process. In view of the fact that the early spring festival is the peak period for customers to handle savings deposit business, the bank strengthens the counter diversion ratio, improves the counter utilization ratio, and diverts the business parts that have been handled for a long time and do not involve cash transactions to non cash counters, so as to reasonably rece the burden of high counters; Secondly, we should strengthen the maintenance and management of self-service equipment, appoint the lobby manager to inspect ATM, self-service transfer machine and other self-service equipment regularly, and do a good job in the daily cash adding of ATM to ensure the normal operation of self-service equipment all day< Third, strengthen environmental supervision and improve service means. The bank attaches great importance to the improvement and maintenance of the business hall environment, regularly organizes all staff to carry out cleaning activities, and strives to create a beautiful, clean, comfortable and safe service environment; At the same time, daily cleaning of ATM, self-service terminals, e-banking and other self-service equipment, so that more customers are willing to use self-service equipment, rece customer waiting time, improve customer service satisfaction< Fourth, strengthen the assessment mechanism and improve the service level. According to the sub branch service evaluation methods, the bank further refined the evaluation measures, increased the service evaluation, and incorporated the service evaluation into the quarterly performance evaluation, so as to promote the employees to attach importance to service in mind and consciously abide by the service regulations in action. At the same time, formulate the evaluation and reward methods of peak season competition, form the development atmosphere of "comparing, learning, catching up, helping and Surpassing", and fully mobilize the marketing enthusiasm of network staff.

7. Specific methods:
1. Insist on doing a good job in basic business, expand the source of savings, such as payroll and third-party deposit
2. Focus on high-end customers, pay close attention to the capital trend of high-end customers, implement details, and do a good job in customer maintenance
(1) implement the responsibilities of customer manager. According to the growing customer scale, the corresponding customer manager team is equipped dynamically; Strengthen the training of customer managers in different levels and steps; Continuously improve the professional level of customer manager, improve the customer retention rate
(2) hierarchical maintenance. It is necessary to formulate the standards and methods of customer grading management and implement grading management in an all-round way; It is necessary to set up a special maintenance team composed of the person in charge of the branch and the customer manager, timely transmit information and feedback, and provide specific professional service solutions for the needs of some important high-end customers
3. Give full play to the platform advantages of the lobby and counter, actively tap the old customers, and improve the level of 50000-200000 yuan customers.

8. How to do a good job of bank security in the new situation is as follows:
with the deepening and development of the financial system reform, great changes have taken place in the business philosophy and mode of operation of financial enterprises. The security work of the banking instry is no exception. Compared with the previous security work management system, there are several obvious changes: first, the management objectives and scope have been greatly extended, and the management tasks and methods have undergone significant changes. Second, with a large number of high-tech electronic protection facilities graally put into use, the level of technical protection facilities has been greatly improved, the management means of security work has begun to transition from "civil air defense" to "technical defense", and the content of science and technology has graally increased, which puts forward new requirements for the professional quality and work skills of security staff. Third, the monitoring and management of counter staff operational risk is becoming increasingly prominent, while the existing security team is relatively lack of compound management talents, and the work level and quality need to be improved. From the above changes, it is not difficult to see that: at present, the task of bank security work is more and more heavy, the management work is more and more large, and the scientific and technological content of management means is also higher and higher. To do a good job in the security work under the new situation, we must adjust and improve the original management mode and pattern, and establish a new management system as soon as possible. The author believes that: to adapt to the new situation and new changes, we must grasp the following important links in the security work:
first, according to the three extensions of management objectives, we should reorganize the work process, strengthen the system construction, and actively build the framework of "big security" of the banking system under the new situation
the three extensions of the management objectives of security work refer to: first, the management objectives extend from the internal security management, safety proction management, emergency and natural disaster disposal to the safety supervision and inspection of special equipment, dangerous goods, public vehicles, food, drugs and drinking water. Second, the team building extends from the management of full-time security personnel to the safety management and supervision of dangerous occupational employees and foreign entrusted professional companies. Thirdly, it extends from assisting the public security organs in the investigation of criminal cases to the investigation and disposal of safety accidents and public security accidents. From the three extensions, we can clearly see the development trend of security work under the new situation. If we do not adjust and improve the original working mechanism and management objective system in time, it will be difficult for us to grasp the initiative of the work
the security management system of "great security" should focus on five aspects. First, we should do a good job in the construction and renewal of security and fire-fighting facilities to ensure that all facilities meet the standards and provide effective security for other work. The main buildings and physical protection facilities and equipment of all business outlets and offices meet the relevant standards of "Regulations on risk level and protection level of banking business places" issued by the state. The security departments at all levels must control the construction of security facilities and network decoration activities to ensure the quality of security engineering construction, focusing on the quality of main raw materials and the supervision and management of concealed works. Second, give full play to the promotion and application of electronic protection technology, improve the scientific and technological content and management level of security work, establish a strong electronic protection network, and realize the standardized management of operational risk. At present, with the application of a series of high-tech electronic procts, such as remote electronic monitoring technology, electronic inction technology, anti tailing linkage door and so on, the technical protection equipment of all levels of banking system has been greatly improved, and the technical protection level has also been greatly improved. However, e to various factors, the function development and application of electronic protection equipment has not reached the best state, Some places are still in the initial stage of application. It's like when you have a computer, you don't know how to surf the Internet, you just know how to play the stand-alone game. How to fully and effectively develop and utilize the performance of electronic protection equipment will be an important work in the future. The third is to introce some high-quality personnel purposefully and improve the quality and structure of the security team in a planned and step-by-step way. At present, the vast majority of employees engaged in security work in the bank are veteran comrades who have transferred or demobilized from the army. These comrades have good political quality and strong sense of responsibility. The deficiency lies in the lack of a comprehensive understanding of the bank's business and narrow knowledge. If they do not strengthen learning and training, it is difficult to adapt to the development needs of security work in the future. It is necessary to introce some technical talents in a planned way to improve the team structure and quality. Fourth, according to the management objectives under the new system, we should re formulate and improve various management systems and norms. This work should be included in the important management category of the current security work planning. Many management objectives not involved in the previous security work should be reflected quickly, and rules and regulations (including daily management, emergency disposal, responsibility accountability, management objectives, etc.) should be established and improved to prevent management blind area and form safety responsibility accidents. Fifthly, the safety management responsibility objectives should be implemented in all business departments and throughout all the work, so as to achieve full hands-on and joint management< Second, break through the traditional way of thinking, increase the promotion and application of high-tech protection procts in the field of security work, increase the scientific and technological content of "technical prevention" work, and improve the overall level of security work, so as to effectively deal with the increasingly rampant "intelligent" crimes against banks< At present, the international financial instry is greatly affected by the U.S. subprime mortgage crisis, the international economic situation is at a low ebb, a large number of small and medium-sized enterprises are forced to stop proction and lay off, the number of laid-off jobless people is increasing, and the domestic instability factors are emerging. The situation of security work in the financial instry is grim. Robbery, theft and fraud cases committed by some social lawless elements against bank business premises still occur frequently. The criminal methods and means are graally becoming violent and intelligent. The degree of harm is increasing, resulting in huge losses, seriously disrupting the financial order and social order, The security work of our banking instry is once again facing a severe test
in view of the above situation, a large number of electronic protection facilities of banks at all levels have been put into use, the "technical defense" means of security work have been comprehensively strengthened, the nature of work presents a high-tech and intelligent development trend, the application and popularization of digital monitoring system, the rapid development of network communication technology and image compression technology, It provides a strong technical support for security technology prevention, remote TV monitoring and rapid emergency response. The promotion and application of new technology not only provides a good opportunity for the business transformation of our security work, but also puts forward new requirements for the quality and skills of our security staff. The comprehensive application of a variety of new security technology can effectively change the shortcomings brought by the traditional relying on a large number of personnel for prevention, bring all aspects of counter staff operation risk into the perspective of monitoring, and realize unified command and management, which will be able to solve the problems of current on-site inspection, low efficiency and repeated violations to a great extent
although there are more regulatory objectives and more work, e to the promotion and application of a series of advanced technical prevention facilities, our work efficiency and management level have been greatly improved, and the number of employees has not increased, but also decreased, which is efficiency. The successful completion of our security tasks depends on advanced scientific and technological means and first-class technical defense facilities< Third, the management pattern of "civil air defense, material defense, technical defense and joint defense" must be fully implemented and strengthened
the management pattern of "civil air defense, material defense, technical defense and joint defense" is a traditional means and measures of our security work. It is particularly important to correctly grasp the supervision and management of these links for the current security work
(1) correctly grasp the whole connotation of the "civil air defense" project construction, and do a good job in team building, so as to provide a strong guarantee for the overall security work
although our technical defense facilities and management level have been greatly improved, the way of taking civil defense as the main body and technical defense as the means has not changed, and strengthening the team construction is the eternal theme of security work. At present, most of the security personnel of our bank are made up of soldiers who have been transferred from the army and have strong political quality and sense of responsibility. However, e to long-term security work, although the age structure is aging, the update speed of knowledge structure is slow, and the response to the promotion and application of new technology and new business is relatively lagging behind. If we do not strengthen skill training and structural adjustment of the employees in time, It is difficult to achieve the management objectives of security work
the construction of the security team must focus on the ideological ecation, business training and personnel structure adjustment of the employees: first, all kinds of political learning should not be relaxed, and learning activities should help the employees establish a correct outlook on life and values to ensure the purity of the security team. The second is to strengthen all kinds of business knowledge training and operation skills training of technical prevention facilities. Starting from the aspects of counter operation specification, computer operation application, monitoring and management of physical protection technology, monitoring and management of electronic protection technology and application and management of biological protection technology, the technical level and adaptability of employees can be greatly improved through training activities. Third, the security departments at all levels should graally increase the adjustment of the personnel structure of the security team, actively absorb a group of young comrades with high ideological awareness and strong professional ability to the security posts, improve the personnel structure and quality structure of the security team, and lay a solid foundation for the comprehensive completion of the management tasks and objectives
(2) strengthen the construction of physical and technical defense facilities, build a safety barrier with modern science and technology and new primary materials, and provide an effective safety protection network for the normal development of the bank's safety business
the investment and use of advanced physical and technical defense facilities have injected strong vitality and vitality into our security work. Increasing the management and application of high-tech procts and equipment has become the central content of physical and technical defense work
the book "technical specification for security engineering" issued by the state has made specific provisions and explanations on the indicators related to the construction of security facilities: security technology is a comprehensive applied science and technology with interdisciplinary and integration. It usually includes physical protection, electronic protection and biometric protection. Physical protection technology is also known as physical protection technology, mainly refers to the use of all kinds of buildings (structures), physical barriers and its supporting physical facilities, equipment and procts (such as doors, windows, cabinets, locks, etc.) to form a system to prevent security risks; This kind of protection technology is closely related to the development of building science and technology, material science and manufacturing technology. Electronic protection technology mainly refers to the use of various electronic information procts, wireless / wired communication procts, computer network procts to form a system or network to prevent security risks; This kind of protection technology is closely related to the development of detection (sensing) technology, monitoring technology, video and multimedia technology, computer network technology, system integration and other science and technology. Biostatistics protection technology is the proct of the combination of forensic science's material evidence identification technology and electronic information science's pattern recognition technology

9. The answers are as follows:
the data processing center of the bank is a department of the bank (belonging to a department in the city branch), and its main tasks are as follows:
1. Summarize the data uploaded by the end of the day (at the end of each day's business) of the subordinate branches and outlets (computer summary)
2. In the process of data collection, if errors or doubts are found, they should be inquired and handled
3. For bank cards, monitor the real-time transactions of all kinds of cards (including credit cards and savings cards) issued by the bank, and follow-up or telephone inquiry should be concted in case of abnormal situations (such as large amount transfer in, transfer out or overdraft), so as to ensure the safety of customers' funds and the bank's funds
at the end of April, at the end of the month, after quarterly interest settlement and year-end settlement, all kinds of data are screened and classified, and tables are made according to each subject, and written reports are formed to express all kinds of data, so that the decision-makers can analyze and master the operation status of the bank at different stages
an employee working in the bank's data processing center should understand and master the bank's main business process, accounting knowledge and teller's computer operation. Fast typing is a good foundation, but he should also be proficient in the operation of the numeric keypad (to achieve blind typing)
through the above introction, you should be able to feel what you will ask ring the interview, but the above is mainly about business. I think you will also ask some popular questions ring the interview, such as asking you to make a self introction (keep a modest attitude ring the introction), and then you may ask some professional questions about banking (answer if you know), If you don't know, you should smile and say it's not very clear). You may also ask about your salary expectation (you can say that there are no requirements, because the wages of bank employees are regulated, and they won't mess around, and they won't be very low), etc
generally speaking, ring the interview, one is not to be nervous, the other is to always maintain a modest and confident attitude, and the third is to pay attention to dress neatly, and to trim, shave and trim the hair, beard and nails
I hope you pass the interview.

10. 1. Unify channel management and reposition the focus of channel construction
at present, the channels and procts of most banks are connected by one line, and the technologies and user interfaces used are different. However, from the perspective of users, we hope to get a consistent experience from ATM, online banking, mobile banking, outlets, customer service centers and other channels. If this proct can only be provided through outlets and that proct can only be provided through ATM, the customer experience is only a single channel, which is difficult to form a sense of wholeness and is not concive to cross marketing of banks
therefore, it is suggested to unify the channel management in the organizational design, and unify the planning, design and collaborative management of multiple channels. In proct design and R & D, we should support multi-channel release and omni channel management, especially the mobile channel represented by smart phones as the main strategic channel in the future
2. In the design of procts and services, we should strengthen the interaction with users and pay attention to user feedback
in the Internet era, information is more open and transparent, and the cost of user transfer is lower. With the development of we media, users' reputation and evaluation are more effective than traditional advertising. When designing procts and providing services, banks should introce the iterative thinking of system construction in the field of Internet, pay attention to user experience feedback, respond positively, iterate quickly, wait for users to vote, and actively use new media and social channels to attract users to participate in business process and system construction
first, it is suggested to establish a user experience design post. Regular communication and selection mechanism should be adopted to give appropriate incentives to employees with excellent performance. On behalf of users, they feed back the proct experience to the demand and R & D departments, and put forward the construction and optimization requirements
the second is to establish user feedback and evaluation mechanism. Unify user feedback channels, design a unified user feedback platform, support text, screenshot, annotation, voice and other user direct feedback methods, and establish a bonus mechanism for valuable feedback information
the third is to actively use social media. In the stage of proct creativity and design, we can learn from Xiaomi's "rice noodle club" to attract users as fans, and let users participate in the design of procts and services, reflecting their respect for users and their sense of self realization
3. creates application scenarios, attaches importance to data collection and application.
Internet plus features are cross boundary, and Internet technology is combined with traditional instries. O2O is the main purpose of online and offline integration. The main purpose is to create application scenarios, embedding services into the scene, gathering users, collecting data, and then using data to feed back business.
in the bank's deposit, loan and foreign exchange business, the payment business is the most standard, mature and the first business that the third party intervenes in. To subvert the financial instry, Internet finance wants to form an ecosystem of "payment + account / user + big data + risk control and procts". In this shared and open ecosystem, all links can be basically completed under the environment and technology of the Internet. Payment is the infrastructure of this ecosystem, the cornerstone of Internet Finance and the focus of competition. With the help of smart phones, traditional banks can obtain users' geographic location, consumption situation, behavior preference, relationship network and other detailed information to provide more powerful information for risk control and proct innovation, which can be derived into credit, financial management and other proct fields
4. Attach great importance to the strategic position of informatization in bank transformation
the bank is the first instry to apply informatization, but so far, the simulation of manual operation process still accounts for a relatively high proportion in the informatization construction. In today's highly developed Internet, if we continue to take such a way, it is far from meeting the needs of modern bank operation
therefore, the bank must change its concept as soon as possible, position it as a strategic resource, apply the latest technology concepts and achievements, and reengineer its business process. Taking biometric technology as an example, through automatic recognition technology, the correct recognition rate reaches more than 99%, while the recognition rate of human eye is only 97%. Manual operation is not only costly, but also has potential moral hazard
most banks invest relatively high in network construction, equipment, operation and other fields every year, but there is a significant gap in the investment of scientific and technological personnel, especially in R & D human resources, compared with large Internet enterprises. The future competition is more reflected in the competition for talents, who are the important renewable resources. Therefore, to redefine the strategic positioning of science and technology in the bank, first of all, we should graally change the concept of investment, especially strengthen the investment in R & D human resources, enhance the proportion of R & D personnel in all employees, and establish a mechanism to attract and retain talents. Secondly, based on the talent pool, the business process and experts' knowledge and experience are solidified into it software procts through information system and data model, so as to continuously improve the proct construction and enhance the user experience
a good customer experience should be a pleasant experience for customers. In the Internet era, users have a stronger right to speak and choose, and those who get users get the world. With the development of new technologies such as cloud computing, mobile Internet, intelligent terminal and big data, as well as the change of customer group structure and the rapid development of mobile payment. It can be predicted that in ten years, most users will take online mobile financial services as the main body and offline services as the supplement. On line business is highly standardized and user-friendly, while off-line business is complex, and online and offline business cooperate with each other. Today, banks should work in this direction in channel construction, proct design, service provision, information construction, etc., which is also the way for banks to survive in the future. Otherwise, it will be abandoned by the market and users.