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Measuring banking operation performance by applying a process capability index

Service quality is important when selecting a banking service. Many factors affecting service quality are not measurable, and it is difficult to consistently evaluate front-line personal operation performance in the banking system. Consequently, most of the banks use Methods Time Measurement (MTM-C) to improve banking operation quality and reduce customer service time. From the perspective of consumers, standardizing operation time is an important criterion when selecting a banking service, and the specification of banking service quality is in accordance with the process capability index Cpu applied in the manufacturing industry. The Cpu index is a powerful and effective tool for evaluating product quality or process performance. Hence, this paper attempts to measure banking operation quality via the process capability index Cpu, by setting standard operation times as an upper specification limits for each front-line operation item, and to provide useful information for the operations performance management in the banking system