銀行業營運流程績效關鍵指標之研究

The Key Indicators of the Banking Business Process Performance Study

林靜雯(Ching-Wen Lin) ； 吳楊浚(Yang-Chun Wu)

《會計與財金研究》 3卷2期 (2010/06) Pp. 17-32

https://doi.org/10.6735/JAFD.201006_3(2).0002

摘要

企業每年思考營收需成長多少時，往往將焦點過度集中在業務經營，而忽略了內部系統及流程的管理。智慧資本是創造公司差異性優勢的來源，亦可改善內部作業流程，創造更高的價值。「流程」為一群具有相關性的跨功能工作，透過一連串有順序性的活動來服務顧客，以達成特定的企業目標。
本研究以銀行業為研究對象，利用文獻分析發展出流程資本之四大構面及十一項衡量指標，再依據決策實驗室分析法(DEMATEL)得到研究結果。銀行的管理階層，對於流程改善的硬體投資應更加重視，否則將會因為不良的營運流程而造成顧客抱怨，進而影響營運績效，且管理者也必須適時的支持與鼓勵員工。銀行業為高科技知識產業，必須要掌握各項新知識的產生，結合內外部知識加以整合，創造出新知識以符合金融市場發展趨勢與投資人需求，否則將會被社會所淘汰。

關鍵字

智慧資本 ； 流程資本 ； 決策實驗室分析法

並列摘要

An enterprise thinks about the increase of annual revenues, the leaders of an enterprise usually focus too much on the management of their business, but ignore the internal systems and process conduct. Intellectual capital is the main source to create great advantage as well as the way to improve internal operating processes and to create higher value. ”Process” means a group of relevant cross-functional work, and which serves the customers through a series of sequential activities in order to achieve specific business goals.
In this study, the banking industry is the research object. We use literature analysis to develop the four dimensions and eleven indicators of the process capital, and then deduce the results via ”Decision Making Trial and Evaluation Laboratory (DEMATEL). The management class of the banking should focus much more on the investment in hardware that could improve the process greatly. Otherwise, the inefficient operating process would lead lots of customer complaints, which may later lower the operating performance. On the other hand, the managers also have to support and encourage the employees at the proper time. The banking is high-tech knowledge industry, so it'd better maintain any kind of innovative knowledge. Besides, it should integrate internal and external knowledge to create whole new knowledge which could perfectly fit the trend of the banking market and the need of the investors. Or else, it would be eliminated through the social competition.

並列關鍵字

Intellectual Capital ； Process Capital ； DEMATEL

參考文獻

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