精益六西格玛在BFSI部门的部署:综合和发展客户价值创造模型

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2018-08-06 DOI:10.1504/IJECRM.2018.10014892

Pankaj M. Madhani

{"title":"精益六西格玛在BFSI部门的部署:综合和发展客户价值创造模型","authors":"Pankaj M. Madhani","doi":"10.1504/IJECRM.2018.10014892","DOIUrl":null,"url":null,"abstract":"The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"272"},"PeriodicalIF":0.0000,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"6","resultStr":"{\"title\":\"Lean Six Sigma deployment in BFSI sector: synthesising and developing customer value creation models\",\"authors\":\"Pankaj M. Madhani\",\"doi\":\"10.1504/IJECRM.2018.10014892\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.\",\"PeriodicalId\":39480,\"journal\":{\"name\":\"International Journal of Electronic Customer Relationship Management\",\"volume\":\"11 1\",\"pages\":\"272\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2018-08-06\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"6\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Electronic Customer Relationship Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1504/IJECRM.2018.10014892\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Customer Relationship Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/IJECRM.2018.10014892","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 6

摘要

银行、金融服务和保险（BFSI）行业面临着激烈的竞争，这种竞争压力迫使BFSI行业的公司改进其业务流程以获得更好的业绩。正是在这种背景下，精益六西格玛（LSS）已成为一种重要的工具，因为它通过以最低成本提供改进的客户服务，帮助企业建立和加强客户关系。在BFSI部门企业中部署LSS提高了服务效率和有效性，进而提高了企业提供的整体客户价值。本研究侧重于BFSI部门的LSS部署，并提供了各种框架和模型，用于综合和确定客户和组织的价值创造。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Lean Six Sigma deployment in BFSI sector: synthesising and developing customer value creation models

The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling