基于精益六西格玛的商业银行内部服务改进研究
发布时间：2019-06-18 18:55
【摘要】：21世纪企业的竞争已经是服务与质量的竞争,服务质量成为当今管理界关注的一个新焦点。我国服务业中,商业银行的服务质量已经越来越引起人们的重视,服务质量关系到商业银行的经济效益和竞争力,是商业银行的生存根本。随着外资银行的介入,更加剧了我国银行业的市场争夺,残酷的商业环境促使国内各大银行提高服务质量以作为增强核心竞争力的重要手段。 源自生产制造业的精益六西格玛作为可以持续改进、增强企业核心竞争力、不断提高顾客满意及经营业绩并可带来巨额利润的一整套管理理念和系统方法,是当前用以改进银行服务质量的首选。银行通过实施精益六西格玛项目,能够挖掘内部潜力,提高工作效率,为顾客提供更优质的服务,获得在市场竞争中的核心竞争能力,进而提高银行的市场占有率,实现最大收益并且能够使我国商业银行从管理上与国际先进水平接轨,增强与世界银行业的对话能力。 本文结合我国商业银行服务营销现状尤其是国有银行的服务质量现状,分析了现阶段我国商业银行服务质量的问题与不足,介绍了精益六西格玛的相关理论,着重研究精益六西格玛的理念和方法体系在改进银行服务流程、改进银行内部的管理策略以及银行服务改进绩效评价等方面的作用及影响。全文主要分为六部分,第一部分介绍了本文的选题背景及研究目的及意义,从理论和实际两个方面阐述了在我国商业银行实施精益六西格玛管理的必要性；第二部分系统地介绍了精益六西格玛及银行服务营销的相关概念及工具方法,了解精益六西格玛管理的组织和运转流程；第三部分阐述了精益六西格玛在国内外金融行业实施的可行性及我国商业银行运用精益六西格玛管理改进银行服务流程的模型设计；第四部分从银行内部服务和制度管理的特点入手,论述了商业银行如何使用该模型优化改进银行服务流程,提高银行的服务质量,进而提高工作效率,更好地为客户服务；第五部分阐述了用精益六西格玛管理方法改进后的服务绩效评价；第六部分则对银行推进精益六西格玛管理方法所需的一系列配套机制予以阐述。
[Abstract]:The competition of enterprises in the 21st century has become the competition between service and quality, and service quality has become a new focus in the field of management. In the service industry of our country, the service quality of commercial banks has attracted more and more attention. Service quality is related to the economic benefits and competitiveness of commercial banks, and is the fundamental survival of commercial banks. With the intervention of foreign banks, the market competition of China's banking industry has been aggravated. The cruel business environment urges domestic banks to improve the quality of service as an important means to enhance their core competitiveness. Lean six Sigma, which originates from the production and manufacturing industry, is the first choice to improve the quality of bank service as a set of management ideas and system methods, which can continuously improve the core competitiveness of enterprises, continuously improve customer satisfaction and operating performance, and can bring huge profits. Through the implementation of Lean six Sigma project, the bank can tap the internal potential, improve the work efficiency, provide better service for customers, obtain the core competitiveness in the market competition, and then improve the market share of the bank, realize the maximum income and make the commercial bank of our country connect with the international advanced level from the management point of view, and enhance the dialogue ability with the world banking industry. Based on the present situation of service marketing of commercial banks in China, especially the present situation of service quality of state-owned banks, this paper analyzes the problems and shortcomings of the service quality of commercial banks in China at the present stage, introduces the relevant theories of Lean six Sigma, and focuses on the role and influence of the concept and method system of Lean six Sigma in improving the banking service flow, improving the management strategy within the bank and improving the performance evaluation of bank service. The full text is mainly divided into six parts. The first part introduces the background, research purpose and significance of this paper, and expounds the necessity of implementing lean six Sigma management in China's commercial banks from two aspects of theory and practice. The second part systematically introduces the related concepts and tools of Lean six Sigma and bank service marketing, and understands the organization and operation process of Lean six Sigma management. The third part expounds the feasibility of the implementation of Lean six Sigma in the financial industry at home and abroad and the model design of using Lean six Sigma Management to improve the banking service process of commercial banks in China. The fourth part starts with the characteristics of bank internal service and system management, discusses how commercial banks use this model to optimize and improve the bank service process, improve the service quality of the bank, and then improve the work efficiency and better serve the customers. The fifth part expounds the service performance evaluation after the improved Lean six Sigma management method. The sixth part expounds a series of supporting mechanisms needed by banks to promote lean six Sigma management methods.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.33
本文编号：2501708
[Abstract]:The competition of enterprises in the 21st century has become the competition between service and quality, and service quality has become a new focus in the field of management. In the service industry of our country, the service quality of commercial banks has attracted more and more attention. Service quality is related to the economic benefits and competitiveness of commercial banks, and is the fundamental survival of commercial banks. With the intervention of foreign banks, the market competition of China's banking industry has been aggravated. The cruel business environment urges domestic banks to improve the quality of service as an important means to enhance their core competitiveness. Lean six Sigma, which originates from the production and manufacturing industry, is the first choice to improve the quality of bank service as a set of management ideas and system methods, which can continuously improve the core competitiveness of enterprises, continuously improve customer satisfaction and operating performance, and can bring huge profits. Through the implementation of Lean six Sigma project, the bank can tap the internal potential, improve the work efficiency, provide better service for customers, obtain the core competitiveness in the market competition, and then improve the market share of the bank, realize the maximum income and make the commercial bank of our country connect with the international advanced level from the management point of view, and enhance the dialogue ability with the world banking industry. Based on the present situation of service marketing of commercial banks in China, especially the present situation of service quality of state-owned banks, this paper analyzes the problems and shortcomings of the service quality of commercial banks in China at the present stage, introduces the relevant theories of Lean six Sigma, and focuses on the role and influence of the concept and method system of Lean six Sigma in improving the banking service flow, improving the management strategy within the bank and improving the performance evaluation of bank service. The full text is mainly divided into six parts. The first part introduces the background, research purpose and significance of this paper, and expounds the necessity of implementing lean six Sigma management in China's commercial banks from two aspects of theory and practice. The second part systematically introduces the related concepts and tools of Lean six Sigma and bank service marketing, and understands the organization and operation process of Lean six Sigma management. The third part expounds the feasibility of the implementation of Lean six Sigma in the financial industry at home and abroad and the model design of using Lean six Sigma Management to improve the banking service process of commercial banks in China. The fourth part starts with the characteristics of bank internal service and system management, discusses how commercial banks use this model to optimize and improve the bank service process, improve the service quality of the bank, and then improve the work efficiency and better serve the customers. The fifth part expounds the service performance evaluation after the improved Lean six Sigma management method. The sixth part expounds a series of supporting mechanisms needed by banks to promote lean six Sigma management methods.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.33
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