On the afternoon of September 5, 2006, Mr. Li Qinghao, Chief Operation Officer of China Region, British Standards Institution ceremoniously awarded the certification of ISO9001 Quality Management System to Ms. Dai Bing, General Manager of Credit Card Center of China Everbright Bank, at the Meeting Room, 10/F of Xidan China Everbright Bank Building, marking another solid step achieved by China Everbright Bank towards “Standardized, Specialized and Scale” credit card business.

    This is another remarkable achievement China Everbright Bank achieved in credit card business after passing the CCCS five-star customer service certification in June of the year.

    Credit Card Center of China Everbright Bank officially initiated the ISO9001 Quality Certification Project at the end of 2005. According to the guidelines of “Customer Orientation, Product Innovation, Standardized Management and Professional Service”, the project enhanced and improved the internal management, market development, customer service, and aimed at improving service quality, standardizing service standard and upholding the business concept of “Customer Orientation”.

    To this end, China Everbright Bank made intensive efforts in product innovation and service improvement: 1. it kept a close watch on customer demands and took the customer demands as a drive of product innovation, process reengineering and service improvement; it realized over 40 new functions, including password customization, consumption SMS reminder, color picture card, telephone banking setting and password customization and etc. in the year, making credit card of China Everbright Bank the most individualized product; 2. it strengthened product innovation to meet the diversified demands in different target markets; it successively launched a series of distinctive new products for the target customers in the year, including Yanhuang Credit Card, Sunshine Travel Credit Card, World Cup Credit Card, “Fu” Credit Card and etc., which covers levels of classic, gold, platinum and infinite, taking up a leading position in product diversification and differentiation; the innovative products bear distinctive features, e.g. the platinum card of Yanhuang Credit Card is the first platinum card offered by China UnionPay, the infinite card of Sunshine Travel Credit Card is the first travel-themed card in China, the World Cup Credit Card has value of collection and the “Fu” Credit Card carries along the long standing “Fu” culture of the Chinese nation; 3. it standardized internal management, and integrated the existing internal rules from four aspects including quality management system, management duties, service realization, measurement and improvement according to the structure of ISO9001 system structure, accordingly the controls were improved and the security of operation were ensured; and 4. it promoted specialized service, and developed the electrical credit system and rating model to improve the approval efficiency and perfect telephone banking; as a result, the average approval period of credit card was shortened to 3.7 business days, and the call loss probability of manual telephone service was controlled below 5%.

    Facing the increasingly intense market competition, continual product innovation and quality service rewarded the credit card business of China Everbright Bank with remarkable success. In the year, China Everbright Bank was elected a CCCS five-star bank call center by the Ministry of Information Industry, was awarded the “Best Customer Experience of China Credit Card” by hexun.com, and recently passed the international certification of ISO9001 quality management system.

    Credit card business is a new profit point and also a potential banking business for banks. According to relevant statistics, the total number of credit cards issued in Mainland China was more than 40 million as of the end of 2005. The certification of ISO9001 quality management system pays a solid foundation for the long-term brand operation strategy of China Everbright Bank in credit card service.