運用六標準差於客戶等候改善之研究

六標準差DMAIC流程管理的發展運用，已經不只是一系列的流程改善程序，更是代表企業追求卓越的經營模式，對於國內企業競爭力的提升助益匪淺，本研究採取個案研究方式，針對銀行分行櫃台服務，印證六標準差DMAIC如何與「SIPOC模型」結合系統性運作，本研究並將客戶等候，分兩大構面進行探討，以等候理論「Erlang-C公式」探討等候時間之改善，另以「沉浸理論」探討如何降低等候負面情緒的等候知覺改善。在成本壓力之下，為求控制產能閒置，銀行無法以尖峰時段服務需求作為產能配置標準，服務提升多僅聚焦於客戶臨櫃服務時點，耗用客戶大量時間的大廳等候反忽視，本研究發現運用SIPOC模型，讓服務流程管理更趨完整，且結合客觀的Erlang-C公式與主觀的沉浸理論，更能發揮六標準差在服務產業運用價值，等候滿意度有顯著的提升。研究結果顯示： 1.Erlang-C公式的運用，能有效協助產能需求波動幅度大而產能供給彈性較低的服務業，提升服務產能規劃的能力及調配的彈性，發揮更大的產能效率，能有效改善尖峰時段人力缺口及離縮峰時段的人力閒置。 2.依客戶服務時間之長短分流交易櫃檯，設置快速交易櫃檯，有助於增加尖峰時段服務客戶數，提高等候SLA，且服務動線的流暢感也能改善客戶的等候感受。 3.運用沉浸理論，在等候客戶時間透過大廳主管的關懷安撫，能夠有效改善等候知覺，延長客戶等候容忍，對等候滿意度與整體滿意度亦有顯著的提升。 4.六標準差DMAIC流程管理在服務業也能有效發揮流程改善效果，本研究實驗結果，尖峰時段的產能缺口、每小時務人數、等候SLA等指標達均到預期標準，客戶等候滿意度及客戶整體滿意也有顯著提升，但客戶等候滿意度也只從34%提升至52%，也僅是追上競品水平，可見目前設定的等候SLA並未符合客戶期待，是否提高等候時間標準，拉大與競品的差距，應提為經營策略議題，以決定更多技術、設備及資源的投入。

關鍵字

六標準差DMAIC流程管理； SIPOC模型； Erlang-C ；沉浸理論

並列摘要

The development and application of Six Sigma Process Management is not only a series of procedure of improving but also the managing module for enterprises aiming to perform outstandingly, and completely assist the domestic industries to strengthen the competition. Our research as a case study aims to prove how Six Sigma Process Management combined with SIPOC model can operate the banking services effectively and logistically. The research thoroughly explores the two dimensions including “Erlang-C formula”to discuss the improvement of waiting time and “Flow Model”to discuss the perception on how to comfort the negative emotion while waiting. For the purpose of controlling the costs and idle capacities, banks cannot allocate the labor resources following the demands on the peak time. The improvements of services normally focus on the operating time deducted when clients wait on the lobby desks and ignore the numerous time clients wait in the lobby. Our research applies SIPOC model to perfect the service processes management and link with the subjective Erlang-C formula and objective Flow Model to exalt the values of Six Sigma applying on the services industry and the satisfaction of waiting time. The conclusion of the research: 1.The execution of Erlang-C formula can effectively assist the services industries which are high fluctuant labor demands and low flexible suppliers, advance the ability of planning capacity and flexibilities of shifting, exalt the best efficiency in the productivities and the effective improvements in the gaps in demand on the peak time and in the idle time supplier on the off peak time. 2.To build fast dealing desk which was distributed by the working time on the services items can serve more customers in the peak time and increase the service level. Moreover, the smoothly service steps can let clients have better waiting perceptions. 3.The application of Flow Model, the supervisors comfort the clients while waiting in the lobby , can effectively better the perception, lighten the sufferance, and the satisfaction of waiting and overall service are increasing obviously. 4.Six Sigma can exalt the effective application in the service industries as well. Our research results show the gaps in the peak time、waiting people per hour、waiting service level can all achieve the forecast indicators, and the satisfaction of waiting time and whole service both obviously upgraded . However, the waiting satisfaction increased from 34% to 52% which only meets the benchmark, and it seems that the current service level does not meet the clients’ expectations. So the discussions of raising the standard of waiting and how far ahead of the competitions are the managing strategy issues to assess if more technologies, equipment and resources will be invested.