银行服务业流程管理-六西格玛 Six sigma for financial service by Hayler, Rowland？？ Nichols, Michael pdf snb 115盘 kindle 在线 下载 pmlz mobi

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.

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

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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.

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THREE WORLD-CLASS MANAGEMENT METHODS. ONE COMPREHENSIVE RESOURCE. 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.