基于六西格玛理论管理的阿拉善农村商业银行流程优化研究本科生毕业（设计）论文.doc

摘要 六西格玛(Csigma)是希腊字母的中文译音，是关于标准偏差的一个统计量。1个西格玛表示每100万次机会中有691, 500个出错的机会，而6个西格玛表示每100万次机会中只有3.4个出错的机会。六西格玛管理以数据为基础，通过统计工具进行分析，以达到缩小偏差、改善流程、追求完美的结果。 金融业关注服务流程和顾客体验，重视服务效率。无论企业的信息化发展到何种程度，机械或电脑都不可能完全取代服务人员向顾客提供服务。一方面服务流程中各个工作人员由于习惯、仪容等各方面的个体差异，很难确保传达始终如一的顾客体验。另一方面，服务人员的频繁流动也给服务价值、效率和顾客体验的传递带来了巨大的困难。在这里，六西格玛有了自己的用武之地。六西格玛是用数字说话的管理方法，而金融业海量的交易数据以及高度信息化的实时数据采集系统为“用数字说话”创造了得天独厚的条件。 如今，全球已经有许多金融机构导入六西格玛管理，其中包括美洲银行、花旗银行、富国银行、汇丰银行、第一银行和摩根大通等等。而在国内，仅有中国建设银行和招商银行有所举措。因此，在这样的背景下，如何将六西格玛管理应用于我国商业银行，使其从管理上与国际先进水平接轨，获得核心竞争力，增强与世界银行业的对话能力就成为重要的课题之一。 关键词：六西格玛；商业银行；收益；管理 Abstract Six Sigma (Csigma) is the Chinese transliteration of the Greek alphabet, is a statistic about the standard deviation. Sigma represents an opportunity for every one million times in 691, 500 chance of error, and six sigma chance for every 1 million chance, only 3.4 errors. Six Sigma based on data, analyzed by statistical tools to achieve narrow deviation, process improvement, the pursuit of perfect results. Concerned about the financial industry service processes and customer experience, attention to service efficiency. Whether a companys information technology development and to what extent, mechanical or computer can not completely replace the service personnel to provide services to their customers. On the one hand the staff of each service processes due to individual differences in habits, appearance and other aspects, it is difficult to ensure that convey a consistent customer experience. On the other hand, the frequent movement of staff is also value to the service, transfer efficiency and customer experience tremendous difficulties. Here, Six Sigma has its own arena. Six Sigma is a management approach by numbers, and the financial sector as well as vast amounts of transaction data highly information-oriented real-time data acquisition system is by numbers to create a unique condition. Today, many financial institutions worldwide have imported Six Sigma management, including Bank of America, Citibank,