基于可持续过程优化（CPI）理论的流程银行建构与管理研究
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摘要
中国商业银行面临着极其激烈的国内外市场竞争。建立与国际接轨的银行管理模式,并不断提升核心竞争力是必然的选择。流程银行(PBS)是当前国际先进银行普遍采用的经营管理模式。从2006年我国银行业开始探索流程银行建设以来,在各方面虽已取得了一定的成效,但如何在战略部署与具体操作上更加有效地推进流程银行的建设,是亟待解决的问题。美国次贷危机给中国银行业敲响了警钟。我国的个人住房贷款只有短短十多年历史,没有经历一次完整的周期检验。个人房贷背后隐藏的风险是当前特别应该关注的问题。中国的银行业应通过加强个人住房贷款业务的管理来推动流程银行的建设。
要建设流程银行,其管理的核心就要逐渐向战略性业务、组织变革与追求质量与效率的管理策略上转型。而可持续过程优化(CPI)理论引导组织革命性地思考并进行流程的优化,它是以顾客满意为导向,应用各种优化工具去实现系统性管理的哲学、方法。可见,中国的商业银行对CPI理论的需求不仅来自外部环境变化也来自内部自身的需要。国外CPI理论发展已较成熟,但其在金融行业的应用并不多,而国内将CPI理论应用于银行业几乎没有,本文弥补了此类研究的空白。
基于这样的背景,本文以CPI理论的视角,用结构化的方法来分析中国商业银行如何建构流程银行的问题。本文的主要内容和结论如下:
(1)对主要的理论--可持续过程优化(CPI)、精益六西格玛(LSS)、流程银行(PBS)进行了综述,并阐述了他们之间的关系,对CPI与LSS的异同给出了评价。分析了国内外商业银行PBS的发展状况,提出融合TRIZ理论于LSS的结构化模式中来建构流程银行的一些探索性思考;
(2)梳理并完善CPI理论的核心思想、理论体系、应用工具、步骤等。总结出CPI理论的核心思想是:反馈过去,做好现在,规划未来;把握好战略目标,随着变化而变化。将CPI理论、方法与流程银行建构思想相结合,提出商业银行流程优化的一个概念模型:CPI--PBS混合部署模型。CPI理论运用到银行业有很好的效果,但要充分考虑其适用性与可操作性;通过比较分析确立适合我国商业银行进行业务流程优化的模式,进而梳理出应用CPI理论管理的难点及对策;
(3)中国的商业银行要实现流程银行这样的战略目标,仅靠精益六西格玛(LSS)方法是远远不够的,需要把CPI理念、模型体系与LSS方法结合起来,才能有效地推进流程银行的建设。本文把LSS作为CPI理论的主要应用工具,并将TRIZ方法与TOC理论融合于LSS的经典流程优化模式DMAIC中,来建构流程银行动态优化系统。在本文提出的CPI--PBS混合部署模型中的宏观与微观两个层面之间,用关键绩效指标(KPI)来做为控制节点。建立结构方程模型来确定流程银行的KPI权重,并用实验设计的方法来寻找业务流程中的关键因素,并控制与其相关的因素;
(4)商业银行的流程优化是一个动态的、持续推进的过程。本文分析了中国商业银行业务流程的现状和存在的问题,并以美国次级贷款危机为借鉴,提出中国商业银行应通过加强个人住房贷款业务的管理来推进流程银行的建设。本文选取中国建设银行做为案例,从个人住房贷款业务为切入点来分析应用CPI理论来建构流程银行的可行性、适用性。探讨如何逐步健全银行各部门流程运作,增强内控机制,以达到真正实现现代化商业银行的目标。
本文创新点:(1)对流程银行的建设、绩效的改善提出了一个全新的视角,将国外发展成熟的CPI理论应用于建构流程银行;并建立CPI--PBS混合部署模型为基础的动态优化系统,为流程银行的实现奠定坚实的基础。(2)强调CPI理论是银行流程优化成功的重要文化保障和组织保障。突出建构流程银行是一种理念创新、流程创新,更是一种管理创新,银行理念的不断创新是银行流程优化的核心前提和出发点。(3)行之有效、操作性强的好方法是流程银行得以实现的重要保证。本文把LSS方法作为CPI理论的主要应用工具,在采用LSS的结构化模式DMAIC优化流程时,融合了TRIZ理论与TOC的一些创新方法、理念来实施银行的流程优化;
Chinese commercial banks face extremely fierce competition in domestic and foreign markets. It is an inevitable choice to establish international banking management model and continue to enhance the core competitiveness. Processing Bank System (PBS) is a kind of widely used management model for many international advances bank. Since 2006, banking industry of China began to explore the building of PBS, although they made some progress and effect, from the aspect of strategic deployment and specific operational processes, how to promote the construction of PBS in China was an urgent problem. The banking sector suffered the primary brunt of the American sub-prime mortgage crisis. The business of Individual Housing Loans (IHL) is only a short ten years of history in China. It did not experience a full cycle test. So, currently, the crisis behind the IHL should be concern particularly in Chinese commercial banks. Chinese commercial banks should promote the development of PBS through enhancing the management of the business of IHL.
To build PBS, its core of management should gradually transform to the management strategy that is strategic core business, organizational change and the pursuit of quality and efficiency. The theory of Continuous Process Improvement (CPI) is a kind of philosophy and methodology. CPI guided the organization to think comprehensively and improve process effectively. CPI is a theory which based on customer satisfaction-oriented, and it applied all kinds of tools to realize systematic management. So, to Chinese commercial banks, the need of CPI is from not only the external environment changes and also from their own internal needs. Base on the background, this research analyzed Chinese commercial banks how to build PBS in view of CPI and by structured approach.
The main contents and conclusions of this research were given as follows:
1, the main theory--Continupous Process Improvement (CPI), Lean Six Sigma (LSS), Processing Bank System (PBS) were reviewed, and described their relationship. Similarities and differences between the CPI and LSS were given reviews. The research analyzed the development of domestic and foreign commercial banks. It proposed some exploratory thinking that the integration of TRIZ theory and LSS to construct PBS.
2, the paper analyzed and improved the CPI theoretical from some aspect of the core ideas, theoretical system, application tools and procedures. It summarized the core idea of CPI is that to feedback the past, to do best today and to plan the future, and a good grasp of strategic objectives with the changes. It combined the theory of CPI and the thinking of PBS to propose a conceptual model: CPI--PBS hybrid deployment model. Through compare and analysis, it proposed a process improvement model which is suitable to Chinese commercial banks. Then it found out the difficulties and countermeasures of application of CPI to manage banks.
3, if the Chinese commercial banks want to realize the strategic aim of PBS, LSS alone was not enough. It should integrate the concept, model system of CPI with the theory and methodology of LSS. This research used the methodology of LSS as the main application tool of CPI theory. It was integration of the theory of TRIZ and TOC in the DMAIC process of LSS theory to construct a dynamic optimization system of PBS. Between the macro level and micro level in the CPI--PBS hybrid deployment model, it used key performance indicators (KPI) as the measure index, and used SEM (structural equation model) to determine the weight of the KPI of PBS, and used the method of DOE (design of experiment) to find out the key factors in business processes and control its associated factors.
4, the process improvement in commercial banks is a dynamic and continuous process. The research analyzed the present situation and existing problem of business process in Chinese commercial banks, and it based on the lessons from the U.S. sub-prime mortgage crisis. The research proposed that Chinese commercial banks should impel the development of PBS through strength the management of the business of IHL. It selected the Chinese Construction Bank as a case, which is from the IHL business as a starting point. It analyzed the feasibility and applicability of the application CPI to build and develop PBS. Then, it investigated how to gradually strength the various departments operation and enhance internal control mechanisms of the banking sector. Eventually, it can truly achieve the goal of modern commercial banks.
The innovative part in the research: 1, In view of Continuous Process Improvement (CPI) theory, this research analyzed process management of the Chinese commercial banks. It combined the theory of CPI and the think of PBS to propose a conceptual model: CPI--PBS hybrid deployment model. Through compare and analysis, it proposed a process improvement model which is suitable to Chinese commercial banks, and then found out the difficulties and countermeasures of application of CPI to manage banks. 2, it made the LSS as the main application tool of CPI and it is the integration of TRIZ and TOC in DMAIC process of LSS to construct PBS dynamic optimization system. 3, the construction of PBS is a kind of management innovation. It emphasized that the theory of CPI is important cultural foundation and organizational safeguard to build PBS. If the Chinese commercial banks want to realize the strategic goal of PBS, LSS alone was not enough. It should integrate the concept, model system of CPI with the theory and methodology of LSS. Then it can effectively promote the construction of PBS.
The aim of the research is to analyze the design and implementation of CPI in the bank, identify the benefits and develop a better understanding of CPI impact on banking competitiveness as well as provide an empirical example of how CPI constitutes better performance. At the same time, the study provided a reference for this kind of further research.
要建设流程银行,其管理的核心就要逐渐向战略性业务、组织变革与追求质量与效率的管理策略上转型。而可持续过程优化(CPI)理论引导组织革命性地思考并进行流程的优化,它是以顾客满意为导向,应用各种优化工具去实现系统性管理的哲学、方法。可见,中国的商业银行对CPI理论的需求不仅来自外部环境变化也来自内部自身的需要。国外CPI理论发展已较成熟,但其在金融行业的应用并不多,而国内将CPI理论应用于银行业几乎没有,本文弥补了此类研究的空白。
基于这样的背景,本文以CPI理论的视角,用结构化的方法来分析中国商业银行如何建构流程银行的问题。本文的主要内容和结论如下:
(1)对主要的理论--可持续过程优化(CPI)、精益六西格玛(LSS)、流程银行(PBS)进行了综述,并阐述了他们之间的关系,对CPI与LSS的异同给出了评价。分析了国内外商业银行PBS的发展状况,提出融合TRIZ理论于LSS的结构化模式中来建构流程银行的一些探索性思考;
(2)梳理并完善CPI理论的核心思想、理论体系、应用工具、步骤等。总结出CPI理论的核心思想是:反馈过去,做好现在,规划未来;把握好战略目标,随着变化而变化。将CPI理论、方法与流程银行建构思想相结合,提出商业银行流程优化的一个概念模型:CPI--PBS混合部署模型。CPI理论运用到银行业有很好的效果,但要充分考虑其适用性与可操作性;通过比较分析确立适合我国商业银行进行业务流程优化的模式,进而梳理出应用CPI理论管理的难点及对策;
(3)中国的商业银行要实现流程银行这样的战略目标,仅靠精益六西格玛(LSS)方法是远远不够的,需要把CPI理念、模型体系与LSS方法结合起来,才能有效地推进流程银行的建设。本文把LSS作为CPI理论的主要应用工具,并将TRIZ方法与TOC理论融合于LSS的经典流程优化模式DMAIC中,来建构流程银行动态优化系统。在本文提出的CPI--PBS混合部署模型中的宏观与微观两个层面之间,用关键绩效指标(KPI)来做为控制节点。建立结构方程模型来确定流程银行的KPI权重,并用实验设计的方法来寻找业务流程中的关键因素,并控制与其相关的因素;
(4)商业银行的流程优化是一个动态的、持续推进的过程。本文分析了中国商业银行业务流程的现状和存在的问题,并以美国次级贷款危机为借鉴,提出中国商业银行应通过加强个人住房贷款业务的管理来推进流程银行的建设。本文选取中国建设银行做为案例,从个人住房贷款业务为切入点来分析应用CPI理论来建构流程银行的可行性、适用性。探讨如何逐步健全银行各部门流程运作,增强内控机制,以达到真正实现现代化商业银行的目标。
本文创新点:(1)对流程银行的建设、绩效的改善提出了一个全新的视角,将国外发展成熟的CPI理论应用于建构流程银行;并建立CPI--PBS混合部署模型为基础的动态优化系统,为流程银行的实现奠定坚实的基础。(2)强调CPI理论是银行流程优化成功的重要文化保障和组织保障。突出建构流程银行是一种理念创新、流程创新,更是一种管理创新,银行理念的不断创新是银行流程优化的核心前提和出发点。(3)行之有效、操作性强的好方法是流程银行得以实现的重要保证。本文把LSS方法作为CPI理论的主要应用工具,在采用LSS的结构化模式DMAIC优化流程时,融合了TRIZ理论与TOC的一些创新方法、理念来实施银行的流程优化;
Chinese commercial banks face extremely fierce competition in domestic and foreign markets. It is an inevitable choice to establish international banking management model and continue to enhance the core competitiveness. Processing Bank System (PBS) is a kind of widely used management model for many international advances bank. Since 2006, banking industry of China began to explore the building of PBS, although they made some progress and effect, from the aspect of strategic deployment and specific operational processes, how to promote the construction of PBS in China was an urgent problem. The banking sector suffered the primary brunt of the American sub-prime mortgage crisis. The business of Individual Housing Loans (IHL) is only a short ten years of history in China. It did not experience a full cycle test. So, currently, the crisis behind the IHL should be concern particularly in Chinese commercial banks. Chinese commercial banks should promote the development of PBS through enhancing the management of the business of IHL.
To build PBS, its core of management should gradually transform to the management strategy that is strategic core business, organizational change and the pursuit of quality and efficiency. The theory of Continuous Process Improvement (CPI) is a kind of philosophy and methodology. CPI guided the organization to think comprehensively and improve process effectively. CPI is a theory which based on customer satisfaction-oriented, and it applied all kinds of tools to realize systematic management. So, to Chinese commercial banks, the need of CPI is from not only the external environment changes and also from their own internal needs. Base on the background, this research analyzed Chinese commercial banks how to build PBS in view of CPI and by structured approach.
The main contents and conclusions of this research were given as follows:
1, the main theory--Continupous Process Improvement (CPI), Lean Six Sigma (LSS), Processing Bank System (PBS) were reviewed, and described their relationship. Similarities and differences between the CPI and LSS were given reviews. The research analyzed the development of domestic and foreign commercial banks. It proposed some exploratory thinking that the integration of TRIZ theory and LSS to construct PBS.
2, the paper analyzed and improved the CPI theoretical from some aspect of the core ideas, theoretical system, application tools and procedures. It summarized the core idea of CPI is that to feedback the past, to do best today and to plan the future, and a good grasp of strategic objectives with the changes. It combined the theory of CPI and the thinking of PBS to propose a conceptual model: CPI--PBS hybrid deployment model. Through compare and analysis, it proposed a process improvement model which is suitable to Chinese commercial banks. Then it found out the difficulties and countermeasures of application of CPI to manage banks.
3, if the Chinese commercial banks want to realize the strategic aim of PBS, LSS alone was not enough. It should integrate the concept, model system of CPI with the theory and methodology of LSS. This research used the methodology of LSS as the main application tool of CPI theory. It was integration of the theory of TRIZ and TOC in the DMAIC process of LSS theory to construct a dynamic optimization system of PBS. Between the macro level and micro level in the CPI--PBS hybrid deployment model, it used key performance indicators (KPI) as the measure index, and used SEM (structural equation model) to determine the weight of the KPI of PBS, and used the method of DOE (design of experiment) to find out the key factors in business processes and control its associated factors.
4, the process improvement in commercial banks is a dynamic and continuous process. The research analyzed the present situation and existing problem of business process in Chinese commercial banks, and it based on the lessons from the U.S. sub-prime mortgage crisis. The research proposed that Chinese commercial banks should impel the development of PBS through strength the management of the business of IHL. It selected the Chinese Construction Bank as a case, which is from the IHL business as a starting point. It analyzed the feasibility and applicability of the application CPI to build and develop PBS. Then, it investigated how to gradually strength the various departments operation and enhance internal control mechanisms of the banking sector. Eventually, it can truly achieve the goal of modern commercial banks.
The innovative part in the research: 1, In view of Continuous Process Improvement (CPI) theory, this research analyzed process management of the Chinese commercial banks. It combined the theory of CPI and the think of PBS to propose a conceptual model: CPI--PBS hybrid deployment model. Through compare and analysis, it proposed a process improvement model which is suitable to Chinese commercial banks, and then found out the difficulties and countermeasures of application of CPI to manage banks. 2, it made the LSS as the main application tool of CPI and it is the integration of TRIZ and TOC in DMAIC process of LSS to construct PBS dynamic optimization system. 3, the construction of PBS is a kind of management innovation. It emphasized that the theory of CPI is important cultural foundation and organizational safeguard to build PBS. If the Chinese commercial banks want to realize the strategic goal of PBS, LSS alone was not enough. It should integrate the concept, model system of CPI with the theory and methodology of LSS. Then it can effectively promote the construction of PBS.
The aim of the research is to analyze the design and implementation of CPI in the bank, identify the benefits and develop a better understanding of CPI impact on banking competitiveness as well as provide an empirical example of how CPI constitutes better performance. At the same time, the study provided a reference for this kind of further research.
引文
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