臺灣博碩士論文加值系統

滙豐銀行在臺灣已經成立二十餘年，是一家知名的外商銀行，但隨著全球化速度加快，國際間各銀行無不利用併購整合資源，以求維持競爭力。滙豐銀行於2005年起由英國總行宣佈全面導入六標準差，並於印度成立卓越中心，負責六標準差的導入推展及監督。台灣分行也於2005年起在營運長的率領之下，宣佈導入六標準差，並成立六標準差專職部門，訓練種子團隊並推動各部門的專案推展，而各個部門也在高層的鼓勵之下紛紛響應發起各部
門的六標準差專案。論文完成的同時這些專案也已經歷時一年多，接近驗收的階段，在各個提案部門的努力以及各部門的響應之下，每個專案都有很好的成果，並為滙豐銀行省下大量成本。本論文的目的即在探討六標準差在銀行產業的運用並針對個案研究台灣滙豐銀行如何利用六標準差，發展出一貫的解決問題模式，降低不必要的成本支出、減少流程時間、節省人力，並因此讓龐大的金融體系能夠繼續維持競爭優勢。

The Hong Kong and Shanghai Banking Corporation Limited has rooted in Taiwan for more than 20 years as a foreign bank. Following the globalization pace, many companies tried to integrate their resources by Merger and Acquisition (M&A), so as to sustain their competitive advantages. HSBC’s Headquarter announced Six Sigma implementation plan in 2005 and established HSBC Six Sigma Centre of Excellence (CoE) in India. They set up Six Sigma Departments and train the seed team who are in charge of leading Six Sigma projects throughout the organization globally. Encouraged by the executives, many departments within subsidiaries hosted different local projects. Many of the projects have been put into practice for one year and are about to reap by the time the author’s thesis is complete. In Taiwan, the projects successfully save lots of cost for the company, including tangible money, intangible time and workforce. The author’s thesis mainly focuses on the Six Sigma implementation in banking industry while taking HSBC Taiwan as a case study to give an insight into the implementation process.

 Chapter 1- Introduction……………………………….5
1. Thesis Objectives……………………………………………5
2. Scope and Limitation………………………………………..9
3. Research Flow and Structure……………………………….10
 Chapter 2 - Literature Review……………………..11
1. Banking Industry Overview…………………………………11
(1) Globalization…………………………………………...11
(2) Consolidation…………………………………………..12
(3) Collaboration…………………………………………..15
(4) Six Sigma Practice in Banking Industry…………………..18
2. Six Sigma Introduction…………………………………….22
3. Six Sigma Related Case Studies in Other Industries…………27
 Chapter 3 – Research Methodology………………32
1. Preliminary Preparation...…………………………………..32
(1) Choosing an Appropriate Approach…………………....32
(2) New Roles…………………………………………..…33
(3) Selecting a Project……………………………..……….34
(4) Where to Find a Six Sigma Project…………………..……36
2. Implementation Process…………………………………….38
(1) DMAIC Process…………………....……………………38
(2) Implementation Steps………………………………..…39
 Chapter 4 – HSBC Six Sigma Projects…………..45
1. Project 1 ATM Utilization..………………………………...45
2. Project 2 Create Job Opportunities for disabled/ Aboriginal People……………………………………………………..50
3. Project 3 Voucher Simplification……..…………………….57
4. Project 4 Supplier’s Payment Process……………………….62
5. Project Outcome Summarization……………………………67
 Chapter 5 - Conclusion……………………………….69
 References………………………………………………..72


List of Figures
Figure 1-3-1 Linkage of Chapters in the Thesis……………………..10
Figure 3-1-1 Finance Quadrant..…………………………………...37
Figure 3-1-2 Customer Quadrant……..…………….………………37
Figure 3-1-3 Internal Process Quadrant…………….………………38
Figure 4-1-1 Team Charter..………………………………………..46
Figure 4-1-2 Annual Saving.……..………………………………….47
Figure 4-1-3 Cash Withdraw %...……………….………………….47
Figure 4-1-4 Fish Bone Diagram...………………………………….48
Figure 4-2-1 Team Charter...……………………………………….51
Figure 4-2-2 Baseline Loss and Potential Loss……………………….52
Figure 4-2-3 Recruiting Flow Chart…..…………………………….53
Figure 4-2-4 Fish Bone Diagram……………………………………54
Figure 4-2-5 Action Plan.….……………………………………….56
Figure 4-3-1 Team Charter...……………………………………….57
Figure 4-3-2 Fish Bone Diagram..…………………………………..58
Figure 4-3-3 Transaction Volume by Type.………………………….59
Figure 4-3-4 Voucher Types…..…………………………………….60
Figure 4-3-5 Efficiency Benefit….………………………………….61
Figure 4-3-6 Total Financial Benefit….…………………………….62
Figure 4-4-1 Team Charter...……………………………………….63
Figure 4-4-2 Flow Chart..………………………………………….64
Figure 4-4-3 Volume by Payment Type.……………………………..65
Figure 4-4-4 Cost by Payment Type………………………………...65
Figure 4-4-5 Fish Bone Diagram.…………………………………..66
Figure 4-4-6 Action Plan.………………………………………….66
Figure 4-4-7 Project Saving………………………………………..67
Figure 4-5-1 Project Outcome……………………………………..68
Figure 5-1-1 How Employee Involvement Affect Productivity...……..70




List of Tables
Table 2-2-1 Levels of Sigma vs. Performance…………….…………22
Table 2-2-2 Six Sigma Cost and Savings by Company…………….…25
Table 3-1-1 Balance Score Card....………………………………….36

1.Papers and Books
(1)Bartlett, A. C., Ghoshal, S. & Birkinshaw, J. (2003). Transitional Management (4th ed.). McGraw Hill.
(2)Bowers, T., Gibb, G. & Wong, J. (2004). Banking in Asia: Acquiring a Profit Mindset. John Wiley & Sons, Inc.
(3)Cummings, G. T. & Worley, G. C. (2005). Organization Development and Change (8th ed.). Thomson South-Western.
(4)Gupta, P. (2005). Quality Digest Magazine. QCI International.
(5)Isidro, M. G. (2000). Case Study of the Strategic Position of a Mexican Bank. Master of Science in Management at the Massachusetts Institute of Technology.
(6)Kannan, R. (2006). Six Sigma Proves Its Value in Mutual Funds Management. iSixSigma Magazine. McNeary Now Offers Risk Management Department Review. iSixSigma LLC.
(7)Larson, A. (2003). Demystifying Six Sigma: A Company-Wide Approach to Continuous Improvement. AMACOM.
(8)Lee, W. C. (2003). Construction of the Performance Evaluation System and Reengineering of Business Process- A Case Study of a Fiber Textile Company. Master of Industrial Engineering and Engineering Management at National Tsing Hua University.
(9)Lin, H. Y. (2003). The Principles of Six Sigma Project Selection. Master of Industrial Management at the National Cheng Kung University.
(10) Milligan, J. (2005). Does M&A Still Matter? Banking Director Magazine. Board Member Inc.
(11) Pande, P. & Holpp, L. (2002). What is Six Sigma? McGraw Hill.
(12) Rivera, A. & Marovich, J. (2001). Use of Six Sigma to Optimize Cordis Sales Administration and Order and Revenue Management Process. Proceeding of the 2001 Winter Simulation Conference.
(13) Sterling, B. (Eds.) (2000). The Best of Will Rogers: A Collection of Rogers' Wit and Wisdom Astonishingly Relevant for Today's World. M. Evans and Company, Inc.
(14) Waxer, C. (2006). Six Sigma Costs and Savings. iSixSigma Magazine. iSixSigma LLC.
(15) Wycoff, J. (1995). Transformation Thinking. New York: Berkley.
(16) . 2005 Global 500. Fortune Magazine. Time Inc., 2005.
(17) . IPG (International Power Generation) Magazine. Cumulus Publications, 2005.
(18) . McNeary Now Offers Risk Management Department Review. iSixSigma Magazine. iSixSigma LLC, 2005.
(19) . Scottish Power Case Study. Datamonitor Plc, 2004.
2.Websites
(1) Atkinson, D. R. & Randolph, H. C. (2006). "Coopetition" In The New Economy: Collaboration Among Competitors:
http://www.neweconomyindex.org/section1_page07.html
(2) Geiger, K. (2006). INTERVIEW: Asia Bank M&A To Have Record:
http://au.biz.yahoo.com/060109/18/gmnv.html
(3) Long, J. (2006). What is Six Sigma? http://www.connectionsmagazine.com/papers/3/16.pdf#search='six%20sigma%20improve%20employee%20involvement’, 2006
(4) Marx, M. (2005). Bank of America - Hoshin Kanri & Six Sigma:
http://www.sixsigmacompanies.com/archive/bank_of_america_hoshin_kanri_amp_six_sigma.html
(5) Rucker, R. (1999). Quality Digest Magazine:
http://www.qualitydigest.com/dec99/html/citibank.html
(6) . American Express 2002 Annual Report (2003):
http://www.onlineproxy.com/amex/2003/ar/intro_foundation.asp
(7) . Bank of America 2002 Annual Report (2003): http://www.bankofamerica.com/annualreport/2003/pdf/BofA_Supplement.pdf
(8) . General Electric Company Website: http://www.ge.com/en/company/companyinfo/quality/whatis.htm
(9) . HSBC Intranet:
http://home.tw.hsbc
(10) . Introduction to Globalization:
http://www.globalization.com/index.cfm?MyCatID=1&PageID=1321
(11) . T-LOGIC Website:
http://www.t-logic.com