Research to implementation of risk management plan case study of a bank customer service operations. The researcher has applied the concept of spreading the plan of Lussells and Peacock and Van de Ville's Coso-ERM concept to conduct research with a group of branch executives, office staff and a group of operational staff in the customer service department. The results showed that the studied branches were bank's risk management plan has been thoroughly distributed into the operations within the branches. This has been done based on the bank's indicators and goals.

       When evaluating the operational efficiency after the plans were distributed, it appeared that the employees' performance increased to a satisfactory level. That is, the level of error is reduced to a level acceptable to the bank but still found flaws. The results of the customer satisfaction measurement found that the speed of service has a moderate level of satisfaction. As for the accuracy of the transaction, the satisfaction level was moderate. Politeness and friendliness were less satisfied.

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Title: The implementation of risk management plan : case study of a bank customer service division

Creator: สุภามาศ ตั้งถาวร

Classification: ว.พ 658.155 ส838ก

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