精益六西格玛改进服务流程的实证分析

Empirical Analysis of Lean Six Sigma Improving Service Process

精益六西格玛通过收集客户之声、界定、测量、分析、改进和控制进行服务流程改进,深层挖掘银行业务的潜力,减少浪费。以A银行在营业网点的汇款业务为例,通过数据的采集以及分析,运用科学的改进工具,使得汇款业务流程进一步优化,业务操作时间减少,提高了银行顾客满意度,减小业务员的工作强度。

Lean Six Sigma (LSS) can improve the service process by using the VDMAIC. Taking Bank A for an example, in the remittance service of sales network, Bank A collects and analyzes data and utilizes the improved tools, which successfully optimizes the remittance business process, reduces the operating time, improve customer satisfaction and reduce the workload of clerks.