Investigate the problems existing in credit business process in China medium and small sized commercial bank and further redesign the optimization of the credit business process : a case study of Changzhi Rural Commercial Bank

The research investigates the the problems existing in credit business process in China medium and smallsized commercial bank and further redesigns the optimization of the credit business process based on indepth interviews with 20 chosen staffs who working for Changzhi rural commercial bank. The findings illustrate that firstly, the bank originally design the basic process of bank credit business in nine steps after the credit rating: application of a loan, receiving and investigating the loan, review and risk assessment, review and approval, sign a contract, loan review, loan payments, loan management, loan repayments and disposal. Secondly, the main problems of credit process are waiting time of the whole process is too long,
waiting time for the approval of loan is too long, a large amount of procedures and materials need to be approved for many times. Thirdly, there are four main recommendations from Changzhi rural commercial bank employees, which are customer-oriented or consider the customer's needs and satisfaction, simplify the procedures of credit business process, outsourcing audit process and establish a special credit approval team.
Finally, regarding to the third objective, the final purpose is to redesign a reasonable optimization of the credit business process of Changzhi rural commercial bank, which is specifically redesigned in customeroriented
aspect, simplifying the complexity credit process aspect, establish credit approval team aspect and
outsourcing audit service aspect.