Process management and one example service sector

In this thesis, the subject that, how will continuous improvement method be use by establishments in order to getting upper hand on nowadays competitive market. For the purpose of the banks getting upper hand on this competitive market, their systems should be better than their competitors. For this reason, systemic changes and job definitions structured in accordance with systemic changes are very important.In this study, at first, literature review has been done about process improvement. In this literature review, some data has been collected such as definition of process, process mapping methods, process mapping steps. The primary objective with this study is explaining that how and which line will the process studies be done in order to getting make as soon as possible and exactest.The application study has been done in a private bank ABC bank in the form of case study. The observational method and interview method have been used about two types of branch office. A case study will be done about existing branch offices in one of these two branch office types and in the other one about improvement branch office. The information about ABC bank credit operation system has been collected and credit operation process has been explained as systemic in the light of this collected information. The work flow diagrams have been composed by analyzing processes.The work flow diagrams have been composed in accordance with credit operation process. The collected data in consequence of getting interviews in branch offices compiled and these data was tabulated, opinions of branch offices? staffs was taken about improvements and also offers was taken in order to new improvements. The graphics has been drawing in concerned with credit performance of improved branch offices for the purpose of performance review to improvement process. These graphics have been drawing about comparing between cancellations statement and putting into operation of credits that made application covering three months period. Finally, some offers have been presented about pilot branch offices in where improved by bank be subjected to this study.The differences between improved process and non-improved process of service business that has done process improvement with our case study, has been brought out. When studying about process improvement, what kind of way to follow requirement has been tried to explain about including staff to improvement process operation.Key Words: Process, Process Management, Business Process Improvement