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市場調查報告書
最佳實踐：案例研究 - RBFCU改善會員服務之策略
Best Practices: Case Study -- RBFCU Employs Lean and Kaizen to Improve Member Service
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最佳實踐：案例研究 - RBFCU改善會員服務之策略 是由出版商IDC Financial Insights在2010年07月所出版的。
這份英文市場調查報告書包含Pages: 15 價格從美金4500起跳。
Randolph-Brooks Federal Credit Union(RBFCU)為美國聯邦政府認可之信用聯盟，為推展軍方相關及公務員等會員業務極具代表之主要金融機關。
本報告為，RBFCU為了改善會員服務，接受Guidon Performance Solutions協助執行的大型業務流程再造案例研究，並關注於業務精簡及「Kaizen（改善）」等手法，以下列摘要形式闡述。
IDC Financial Insights之見解
關於本調查
概況
- RBFCU之概要
- 業務面需求
- 營運面課題
- 專業用語
最佳實踐
- 課題及解學方案
- 會員服務中心 - 2007年9月
- 視訊會議 - 2007年10月
- 人事 - 2008年1月
- 紀錄及調查 - 2008年3月
- 資訊系統之最佳實踐 - 2008年6月
- 消費者金融 - 2009年12月
未來展望
主要建議
參考資料
圖
Abstract
This IDC Financial Insights report presents a case study of
Randolph-Brooks Federal Credit Union (RBFCU) and the significant business process
reengineering efforts it has conducted with the assistance of Guidon
Performance Solutions for the purpose of improving member service. RBFCU
used Lean and Kaizen methodologies to implement improvements that directly
benefit RBFCU' s member base across 10 business units.
"In this increasingly
competitive industry, financial institutions need a razor sharp focus on
activities that will either improve revenue or reduce costs, while
keeping the customer central," notes Karen Massey, senior analyst, Consumer
Banking. "RBFCU has successfully redesigned select business processes around its
members' needs, which has positioned the institution well for growth."
Table of Contents
- IDC Financial Insights Opinion
- In This Study
- Situation Overview
- Financial Institution Overview
- Business Needs
- Management Challenges
- Terminology
- The Best Practices
- Challenges and Solution
- Member Service Center — September 2007
- Issue
- Goals
- Approach
- Key Results
- Videoconferencing — October 2007
- Issue
- Goals
- Approach
- Key Results
- Human Resources — January 2008
- Issue
- Goals
- Approach
- Key Results
- Records and Research — March 2008
- Information Systems Help Desk — June 2008
- Consumer Lending — December 2009
- Issue
- Goals
- Approach
- Key Results
- Future Outlook
- Essential Guidance
- Actions for Financial Institutions to Consider
- Actions for Vendors
- Learn More
- Related Research
- Synopsis
- Figure: Lean: The Seven Wastes
- Figure: 5S Explained
- Figure: DMAIC Phases Explained
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