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论文编号：	6229
作者编号：	2120122569
上传时间：	2014/6/6 9:12:51
中文题目：	基于精益思想的商业银行服务优化研究
英文题目：	Commercial Bank Service Improvement on Lean Thinking
指导老师：	郑琦
中文关键字：	精益思想；服务评价；商业银行；服务过程
英文关键字：	Lean Thinking；service evaluation；commercial bank；service process
中文摘要：	21世纪企业之间的竞争已经是服务质量上的竞争，服务质量越来越成为当今管理学特别是服务管理中关注的新焦点。在商业银行业中，服务质量是关系到企业经济效益和竞争实力的重要因素。而随着外资银行涌入国内，更为加剧了我国银行业市场的竞争激烈程度，这种残酷的商业环境将促使国内各大银行把提升服务质量作为增强竞争力的重要手段。 源于生产制造业的精益思想是一整套的管理理念和系统方法，这对于企业核心竞争力的提高、顾客满意度的提高以及经营业绩的改善意义重大。通过将精益思想应用于服务过程优化的模型设计中，能够识别服务中存在的问题，并对其改进，从而提高服务质量，为顾客提供优质的服务，进而增强企业整体的市场竞争力，提高银行的市场占有率，获得更大收益，并使得我国的商业银行从服务管理水平上与国际接轨，增强国内银行与国际一流水平相竞争的能力。 本文结合我国商业银行个人客户服务过程存在的诸多问题，分析了当前我国商业银行在服务中存在问题的根源和改进节点，重点对精益思想的理念和方法体系在银行个人客户服务过程改进的应用策略进行了研究。整篇文章包括六章，第一章描述了本文的选题背景和问题的提出、研究目的意义，以及框架和方法；第二章系统介绍服务管理、精益思想以及精益服务的相关理论，从而对精益思想有一个全面的理论了解；第三章描述了银行个人客户服务的现状，包括取得的成效和存在的问题；第四章阐述了精益思想在国内银行业实施的可行性，成功案例，及商业银行运用精益思想管理方法对银行服务过程优化的模型设计；第五章进行案例研究，对三类银行业务的服务过程中的问题进行识别和考察，明确了服务过程优化的方向；第六章则是对研究结论的总结，以及本文研究中的不足进行说明。
英文摘要：	Competition in the 21st century is the competition among enterprises has been on quality of service , quality of service has increasingly become the focus of today's new management in particular, service management concern. In commercial banking, the quality of service is an important factor in relation to economic efficiency and competitive strength. With the influx of foreign banks in the country, exacerbated the intensity of competition in China's banking market , this brutal business environment will lead to major domestic banks to improve service quality as an important means of enhancing competitiveness. Lean thinking from the manufacturing sector is a set of management concepts and systems approach, which for the improvement of core competitiveness of enterprises, improve customer satisfaction and enhance the significance of the major results of operations, is an important basis for the commercial banks to improve the quality of service. Lean thinking is applied by the service process optimization model design services can identify the problems, and its improvements, thereby improving the quality of services, to provide customers with quality service, thus enhancing their overall market competitiveness, improve bank market share, greater income, and makes China's commercial banks with international standards from the service management level, and enhance the ability of domestic banks to compete with the world-class level. In this paper, the status quo of China's commercial banking processes, analysis of the current existence of commercial banks in the service quality problems and deficiencies, introduced the theory of lean thinking, focusing on the concepts and methodologies of lean thinking in process optimization in banking services studied the application of the policy. The full text is divided into six parts , the first part of this paper describes the background, purpose and significance of the framework; second part of the system introduced lean thinking and service quality evaluation theory of lean thinking to have a comprehensive understanding; Part III describes service system of the bank; part IV describes the lean thinking feasibility and commercial banks in the domestic banking sector to implement the use of lean thinking approach to banking services management process optimization model design; fifth part through empirical research , the process of banking services problem identification and inspection, service process optimization clear direction; part VI is for banks to promote the application of lean thinking in the service process optimization mechanisms in elaborate.
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