精益六西格玛在商业银行管理中的应用

发布时间：2018-05-08 09:57

本文选题：商业银行 + 精益　；参考：《上海外国语大学》2014年硕士论文

【摘要】：始于摩托罗拉的六西格玛管理和始于丰田汽车的精益思想自上世纪九十年代起开始在全球制造业企业中被广泛应用，并逐步拓展到金融、医疗、政府等服务领域，在帮助企业有效提高了产品和服务质量的同时，提升了生产和服务效率。本世纪初，有学者提出将六西格玛管理和精益思想相结合，通过提高质量来提升速度，同时又通过提升速度来提高质量，并最大程度降低成本，这就是精益六西格玛。如今，精益六西格玛已在全球许多大型商业银行被广泛应用，其中包括美国银行、花旗银行、汇丰银行和摩根大通等。随着我国经济快速发展，银行业的竞争日趋激烈，不仅越来越多的外资银行进入中国，许多非银行金融机构也纷纷加入这场竞争，银行业对民营资本开放也是热议的话题。当前，国内商业银行正加快转型发展，注重提升服务质量和服务效率，，在降低营运成本的同时提高客户满意度，增加收入，提高商业银行的综合竞争力，而精益六西格玛在这一方面有其广阔的用武之地。本文从精益六西格玛理论着手，参考了国内外的研究成果和实践经验，结合了商业银行业务特征和经营环境，并通过笔者曾经工作的一家国际著名商业银行客户登陆周期改进项目的案例分析，探讨和研究了如何在商业银行管理中应用精益六西格玛这一以客户需求为导向、基于数据分析、面向流程的管理思想，从而帮助银行提高服务质量和服务效率，降低营运成本，并最终提高股东回报。
[Abstract]:The six Sigma Management, which started at Motorola, and the lean thinking, which started at Toyota Motor, have been widely used in manufacturing enterprises around the world since the 1990s, and have been gradually extended to the fields of finance, medical care, government and other services. At the same time to help enterprises improve the quality of products and services, and improve the efficiency of production and services. At the beginning of this century, some scholars put forward to combine six Sigma management with lean thought to improve the speed by improving the quality, and at the same time to improve the quality by raising the speed, and to reduce the cost as much as possible. This is called Lean six Sigma. Lean six Sigma is now widely used in many large commercial banks around the world, including Bank of America, Citibank, HSBC and JPMorgan Chase. With the rapid development of China's economy, the competition of banking industry is becoming more and more fierce. Not only more and more foreign banks enter China, but also many non-bank financial institutions join in this competition one after another. The opening of banking industry to private capital is also a hot topic. At present, domestic commercial banks are speeding up the transformation and development, focusing on improving service quality and efficiency, increasing customer satisfaction while reducing operating costs, increasing revenue, and enhancing the comprehensive competitiveness of commercial banks. Lean six Sigma has a wide range of opportunities in this respect. This paper begins with Lean six Sigma theory, referring to the domestic and foreign research results and practical experience, combining the business characteristics and operating environment of commercial banks. And through the case study of the customer landing cycle improvement project of a famous international commercial bank, this paper discusses and studies how to apply Lean six Sigma to commercial bank management, which is based on customer demand. Based on data analysis, process-oriented management ideas can help banks to improve service quality and efficiency, reduce operating costs, and ultimately improve shareholder returns.
【学位授予单位】：上海外国语大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.33

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