银行服务业流程管理-六西格玛 Six sigma for financial service by Hayler, Rowland？？ Nichols, Michael
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作者： Rowland Hayler等著
出 版 社： Oversea Publishing House
出版时间： 2006-10-1字数：版次： 1页数： 248印刷时间： 2006/10/01开本：印次： 1纸张： 胶版纸I S B N ： 9780071470377包装： 精装编辑推荐
作者简介：Rowland Hayler
Rowland Hayler is the Vice President of International Operations for Pivotal Resources, a global business improvement consulting firm. Prior to joining Pivotal, he served in a variety of business improvement leadership roles over 15 years at American Express. He has consulted with many leading financial organizations, including Halifax Bank of Scotland, Dresdner Kleinwort Wasserstein, Marks & Spencer Money, Swisscard, and UBS.
内容简介
Finally, top executives across the global financial services industry are catching on-and catching up-to what the world's most successful corporations have known for more than a decade: The performance improvement principles of Six Sigma, Lean, and Process Management can be applied to all aspects of any company's operations-with remarkable results.
If you want to take advantage of these proven, performance-enhancing methods, tools, and techniques, this reference helps you to use Six Sigma and other tools in a wide range of financial service applications: commercial or savings banks, diversified financials, securities, insurance firms, and more. Six Sigma for Financial Services delivers a complete and groundbreaking model specifically for financial services created by two experts of Six Sigma deployment and Process Management.
Clear, concise, and comprehensive, this hands-on guide features actual experiences from frontline managers and executives in financial services firms all around the world. You'll see, up close and personal, how they used Six Sigma to illustrate key points and achieve optimal performance in their companies. You'll learn firsthand why business process excellence is crucial for success in an increasingly competitive, mission-critical industry. Using Lean, Six Sigma, and other process tools, you'll be able to run leaner and more efficiently, and provide improved service with the best possible returns.
目录
Foreword
Acknowledgments
PART 1 TOday's Financial Services Landscape
Chapter 1: Key Definitions
Chapter 2: The Driving Forces of Change
Chapter 3: Some Success Stories from Leading Financial Services Organizations
Chapter 4: What Does World Class Really Mean?
PART 2 Process Leadership
Chapter 5: Defining a Vision
Chapter 6: Shaping a Strategy
Chapter 7: Establishing Ownership
PART 3 Process Knowledge
Chapter 8: Creating Capabilities
Chapter 9: Defining an Architecture
Chapter 10: Establishing Measurement Systems
PART 4 Process Execution
Chapter 11: Embedding Governance
Chapter 12: Achieving Transformation and Improvement
Chapter 13: Fostering Culture
The Future of Business Process
Excellence in Financial Services
Appendixes:
1. EuroCountry Bank Six Sigma Case Study: Wire Transfer Process Improvement
2. Financial Services Survey
Glossary of Terms
References
Index
