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Investigate and study the secret of “real” ②??”Micro-research” to cultivate invention patent results and “golden ideas” to solve the pain points of self-service machine operation

Investigate and study the secret of “real” ②??”Micro-research” to cultivate invention patent results and “golden ideas” to solve the pain points of self-service machine operation

  Editor’s note

Since the investigation and research on the theme education of studying and implementing Xi Jinping Thought on Socialism with Chinese Characteristics for a New Era was launched in April this year, the Bank of Shanghai has insisted on solving the problem with “research”, persisted in in-depth investigation and research, persisted in strengthening process management, and persisted in promoting We will work hard to transform results, coordinate “immediate changes” and “long-term establishment”, and strive to promote the transformation from “solving one thing” to “solving a category of things.” “SIBO Micro News” will continue to launch a series of reports, using real problem solving as a “touchstone” to test the effectiveness of theme education and a “booster” to promote high-quality development.

  “Micro-research” cultivates invention patent results

Recently, three employees of Bank of Shanghai obtained invention patent certificate No. 6433931 from the National Patent Office. This invention is not only the first relevant patent obtained by the Bank of Shanghai under the leadership of a business department, but also a manifestation of digital transformation and intelligent application in the field of cash operation and maintenance of self-service machines. At the same time, Bank of Shanghai conducts investigations and research at the grassroots level, turning the pain points of operating units and customer demands into the focus of its work. Through “online, digital, and intelligent” approaches, it effectively transforms the research results into problem solving and improvement. practical measures of work.

Since the launch of the theme education, the Party Committee of the Bank of Shanghai Head Office has conducted 9 forward-looking surveys focusing on the implementation of 6 major research themes such as “Finance for the People”; party organizations at all levels have formed more than 200 “micro surveys” focusing on the issues around the masses. subject. Through extensive implementation of “one department, one survey” and “one department, one suggestion”, we will timely discover and solve key issues around us in a normalized and light-weighted manner; we will use “small incisions” such as specific links, specific processes, and specific points as the basis for Focus, adhere to goal-oriented, problem-oriented, result-oriented, focus on the pain points, difficulties and blocking points in central work and customer service, and strive to achieve practical results.

  “Golden idea” solves the pain points of self-service machine operation

According to the self-service machine management requirements and cash management requirements of commercial banks, all cash self-service machines need to be operated by two tellers to load and clear banknotes. In actual work, the complex and cumbersome processes of loading and clearing banknotes will lead to long-term downtime of operation and maintenance machines, which not only affects the customer experience, but also consumes a lot of effective working time of tellers. With the increase in the number of self-service machines at bank outlets, this traditional operating mode has put more and more pressure on the operation of bank outlets. It has become a pain point in the operation of self-service machines at outlets and the focus of customer complaints about the operation of self-service machines at outlets.

In order to simplify the operation process, reduce the pressure on bank branch staff, and improve customer experience, the Bank of Shanghai established a research team to explore the optimization of the process of loading and clearing banknotes on self-service machines. On the basis of an in-depth understanding of the software and hardware conditions of the mainstream cash self-service machines currently used in the banking industry, and a full study of regulatory requirements and the operating system of Shanghai Bank, we conducted multiple surveys at first-line outlets and machine manufacturers, and through system data analysis, Break through conventional thinking and develop a process and system for “convenient banknote loading and clearing”.

The “Convenient Loading and Clearing” application effectively improves the convenience and safety of branch tellers’ operations of loading and returning banknotes on self-service machines. It solves many problems such as the need for two people to open the safe to load and return banknotes on self-service machines, making cash self-service machines more convenient. The efficiency of operation and maintenance work has been significantly improved. After the “Convenient Loading and Clearing” application is launched, it can be operated by a single teller and complete loading and clearing banknotes in a short time. Practice has proven that the operation and maintenance time of the process of loading and returning banknotes is more than 50% shorter than the traditional safe opening mode. The original operation time of loading and returning banknotes was 30 minutes, but now it only takes 10-15 minutes, which significantly improves the waiting experience of customers in the store.

The Bank of Shanghai will promote the normalization of “micro-research” and “small suggestions” work, make good use of the heirloom of survey and research, and effectively transform the survey results into practical measures to solve problems and improve work. For problems that can be corrected immediately, we will correct them as soon as we know them; for long-term rectification problems, we will establish rules and regulations. Continue to promote and improve the closed-loop and normal work mechanism of “finding problems, researching problems, and solving problems” to create a vivid situation where research results are transformed into answers to the same questions.

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