Process quality in the Trade Finance unit from the perspective of corporate banking employees

Abstract

This thesis examines the quality of the processes in the Trade Finance unit of Pohjola Bank, from the perspective of the corporate banking employees at Helsinki OP Bank. The Trade Finance unit provides methods of payment for foreign trade. Such services are intended for companies and the perspective investigated in this thesis is that of corporate banking employees. The purpose of this thesis is to define the quality of the processes and to develop solutions for difficulties discovered. The quality of the processes was measured through a questionnaire distributed to a sample, which was selected using a stratified sampling method; therefore, the results are representative of the population. The results of the questionnaire were analyzed using Euclidean geometric analysis. The study is based on the researcher’s ten-month employment in one of the Helsinki OP Corporate bank unit.

This thesis report provides theoretical background to such relevant areas such as service quality, the concept of questionnaires, Euclidean geometric analysis, processes, process identification, defining processes within organizations and process improvement. In addition, a thorough introduction is provided to the services offered in the Trade Finance unit. This thesis project used quantitative research methods and the data was gathered through a questionnaire.

Helsinki OP Bank Plc and Pohjola Bank Plc are subsidiaries of the OP Pohjola Group. In addition, Pohjola Bank operates as a central bank for the whole group; it is in charge of liquidity and international services. Helsinki OP Bank operates in the metropolitan area, providing banking services for individuals and corporations.