In accordance with the requirements of the central authorities, we should comprehensively grasp the scientific connotation, spiritual essence and fundamental requirements of Scientific Outlook on Development, and turn Scientific Outlook on Development's requirements into correct ideas for planning and development, policies and measures to promote development, and practical ability to lead development. In practice, CCB, in combination with its own reality and according to the requirements of Scientific Outlook on Development, earnestly practices the business philosophy of "taking customers as the center", strives to provide customers with more convenient, efficient and personalized services and build a first-class personal banking service brand.
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Overseas investment of CCB: Agricultural Bank of China, foreign exchange position "forced": the huge loss of RBS does not affect QDII income. Rural commercial bank: mortgage customers want to collectively refinance their mortgages. Congress, CEO of the eight major banks on Wall Street, filed a lawsuit. Will Temasek lose money, and will CCB Minsheng be sold? Advance repayment requires an appointment. How to better serve customers? CCB proposes that service innovation should be oriented to customer demand. CCB took the lead in launching a series of innovative measures aimed at truly understanding customers' financial service needs among domestic peers. For example, it took the lead in creating a "customer reception day" system among domestic peers, and established a mechanism for managers at all levels to receive customers regularly. In the first four months of this year, the Bank's "Customer Reception Day" received 1.500 customers, solved more than 1.500 problems, and another 1.52 problems were being solved. At the same time, five customer experience centers have been established in Beijing, Shanghai, Guangzhou, Chengdu and Xiamen to directly observe, collect and analyze customer experiences and feelings, providing important reference for product and service optimization. The bank specially optimized the "95533" customer service system, introduced more than 200 innovative service functions, and shortened the waiting time for manual response from the original average of 45 seconds to 15 seconds; We also set up a special team to take charge of the "Voice of Customers" project, and collect customers' suggestions and opinions through external professional investigation companies, which will be used as an important basis for product and service innovation after scientific analysis.
CCB also pays attention to learning from problems and improving the service mechanism by solving outstanding problems. In view of the slow speed and long waiting time of the personal foreign exchange settlement and sale trading system reflected by customers, CCB improved the trading system in a short time, greatly shortening the response time of the system and saving customers' time. In view of the customer's complaint that it takes a long time to process credit cards, CCB has improved the efficiency of business card printing and delivery by combing the optimization process, and reduced the card processing time by 3 to 7 working days. After learning that customers urgently needed wealth management products with high liquidity and stable income, they quickly organized efforts to develop innovative products such as "automatic wealth management account for new shares" and "1 month short-term bond products", which enabled customers to flexibly allocate assets and were welcomed by the market.
The transformation to "process bank" has become the industry consciousness. CCB stressed that it is necessary to promote business transformation and process optimization from the perspective of improving service capabilities. CCB will combine learning and practicing Scientific Outlook on Development with actively promoting strategic transformation and improving customer service capabilities, and strive to achieve comprehensive, coordinated and sustainable development. As of mid-June, 7,358 retail outlets of CCB have successfully realized functional transformation, accounting for about 55% of the total number of retail outlets; The average daily sales volume of products in the transformed outlets is increased by 1 15% compared with that before the transformation, the work efficiency is improved by 30% to 40%, and the customer waiting time is reduced by 4 minutes. In order to prevent the risk of customers' funds caused by misappropriation of wealth management cards, CCB has launched an early warning and prompting service for overseas transactions of wealth management cards, which will notify customers of the risks in the first time by SMS. At the same time, CCB also pays special attention to handling the relationship between efficiency and risk. The redemption time of stock funds is usually T+5 days. If it is a holiday, the actual arrival time will be longer, resulting in low utilization rate of customers' funds, but shortening the arrival time will increase the liquidation risk. During the study and practice activities in Scientific Outlook on Development, CCB adjusted its internal process, and reduced the time for funds to arrive in the account by 1 working day, that is, shortened it to T+4 days, which better coordinated the convenience and safety of products.
As a state-owned listed company, CCB has been actively undertaking social responsibilities. Since the share reform and listing, CCB has attached great importance to fulfilling its corporate social responsibility and actively participated in social welfare undertakings such as poverty alleviation. Especially since the activity of "Learning and Practicing Scientific Outlook on Development" was launched, CCB has further clarified its responsibilities to the state and society and taken practical measures to fully fulfill its corporate citizenship responsibilities. After the Wenchuan earthquake, the whole bank paid attention to the disaster area, with a total donation of 654.38+56 million yuan. At the same time, according to the special situation after the earthquake disaster, special events will be held to provide all-round personal financial services for the people in the disaster areas. From May 14, all business outlets of the Bank will open a green channel for earthquake relief donation remittance, and online banks will open a "disaster relief donation through train" to provide 800 toll-free telephone donations for credit card customers, and donation remittance to disaster areas will be free of handling fees; In view of the damage or loss of people's passbooks, bank cards and other media in disaster areas, the "media-free emergency service" was launched to provide emergency withdrawal services of no more than 5,000 yuan for disaster-stricken customers and comprehensive emergency services for customers of funds, national debt and wealth management products; Urgent launch of the "goodwill reminder to ensure the safety of donations" service, taking a number of security measures such as posting notices at the "special window for disaster relief donations" of the bank's outlets, goodwill reminders from business personnel, and multi-party verification to prevent the risks that criminals may bring to customers by pretending to be charities; Take the lead in making emergency arrangements for personal loan-related issues in the industry, give a grace period of up to 6 months to personal loan customers who cannot repay normally due to disasters, do not calculate default interest on their loans, and do not reflect default records in the basic database of personal credit information; Preferential interest rates will be given to individual housing loans for residents in disaster areas, and the loan interest rate will be lowered 15% on the basis of the benchmark interest rate. CCB has also adopted emergency policies for credit card customers, including postponing repayment for affected customers, relaxing the regulations on emergency cash assistance for off-site cards, appropriately adjusting the temporary quota for customers' post-disaster construction, exempting the handling fee for credit card losses and damages caused by the earthquake disaster, extending the interest-free period or reducing the interest rate for credit card overdrafts that customers cannot return in time, and so on.
At present, according to the deployment of the central authorities, the pilot work of studying and practicing Scientific Outlook on Development activities has entered the stage of solving problems and improving the system, which is the key stage to ensure the effectiveness of the whole pilot work. CCB indicated that it should promote the pilot work of studying and practicing Scientific Outlook on Development activities with a highly responsible attitude, a spirit of reform and innovation and a pragmatic style. ?