研究生: |
楊學綿 Shyue-mian Yang |
---|---|
論文名稱: |
金控下銀行保險出單流程再造之研究 A Study on the Bancassurance Delivery Process Reengineering of a Financial Holding Company |
指導教授: |
楊文鐸
Wen-dwo Yang |
口試委員: |
李永輝
Yung-hui Lee 張聖麟 Sheng-lin Chang |
學位類別: |
碩士 Master |
系所名稱: |
管理學院 - 工業管理系 Department of Industrial Management |
論文出版年: | 2010 |
畢業學年度: | 98 |
語文別: | 中文 |
論文頁數: | 69 |
中文關鍵詞: | 銀行保險 、金融控股公司 、企業流程再造 |
外文關鍵詞: | Bancassurance, Financial Holding Company, Business Process Reengineering |
相關次數: | 點閱:339 下載:0 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
近年來由於銀行、保險業等金融機構面臨日趨競爭之經營環境和行銷通路漸趨多元化之故,保險公司固紛紛利用銀行擁有多數據點銷售其保險商品以有效提升保費收入和市占率,銀行亦藉此合作獲取可觀佣金而互蒙其利,銀行保險通路於焉日受重視。然此產銷分離之架構,亦使原本獨自作業系統益加冗長繁複,為求銀行、保險公司及其商業夥伴之網絡有效整合,朝全方位金融與一次購足之經營型態發展,從而滿足客戶多樣化需求,以提升其整體競爭力,台灣保險業經由加入金融控股公司或尋求策略聯盟方式以降低營運成本和提升經營效益,已成既定發展路線。本文爰透過對銀行保險出單流程再造之個案研究,導引出金控組織下銀行保險網絡成員尤應利用既有資源協力建構順暢之流程系統,加速承保出單流程之推進,俾以便捷之優質服務為客戶創造高於傳統行銷之價值;各成員間務須跨越企業界線,將自身流程向外延伸,透過高效率電子連結降低出單作業時程,將原本著重功能導向結構轉換以流程驅動,以滿足客戶及時需求與預期。上述研究成果當可供金控組織下經營銀行保險業務成員出單流程再造之最佳參考模式。
Recently since the financial institutions, such as the insurers and the banks, have been facing the great competition among the business activities and the marketing channels gradually diversified, the insurers would like to sell the products through the bank s which own so many branches to significantly increase their production and market share. Also the banks, in cooperation with the insurers, get commission so much. Bancassurance hence becomes increasing important. But this system whose sale is separated from production also results in the operations more complicated than before. To integrate the internet among the bank, the insurance company, and the other partners to develop one stop shopping, which can meet customers’ variable requirements and reinforce to them the competitive advantage, the insurer in Taiwan has been joining the financial holding company or seeking for strategic cooperation to reduce operational cost and enhance performance, which has been developing for a long time. My thesis, by making a case study of restructuring bancassurance procedures for issuing a policy, hence introduces the viewpoint that all the financial holding member companies shall use the existing resources to cooperatively set up smooth procedures and operating systems to accelerate the procedures for issuing a policy to create customer value higher than before by speedy good service. And each member shall extend its own procedures to the other ones and by electronic links with each other decrease the workload to live up to the customers’ expectations. The said research conclusion may be therefore provided for reference when the member company under financial holding developing bancassurance restructures the procedures for issuing a policy.
中文文獻
1. 鄭家宜、林海鵬,「銀行保險關係行銷之研究─顧客特性的運用」, 保險經營與制度,第八卷,第一期,第21~56頁,2009。
2. 「中華民國九十七年產物保險統計要覽」,保險事業發展中心,第7~17頁,2008。
3. 翁順裕,「以交易成本經濟探討保險業之銀行通路─銀行保險」,保險實務與制度,第五卷,第一期,第100~107頁,民國九十五年。
4. 許振明主編,「我國金融業營運趨勢展望問卷調查」(出版),2009。
5. 湯宗泰、劉文良「顧客關係管理導論與應用」(二版),2008。
6. 王貳瑞「流程管理」,華泰文化事業股份有限公司,2001。
7. 黃俊英「行銷研究」,華泰出版有限公司,民國85年。
8. 丁威元,「市場導向企業流程再造之探索性研究─以台灣某ODM公司 為例」,2007。
9. 黃建豪,「銀行與保險策略聯盟之分析性研究」,2005。
10. 陳心虹,「台灣銀行保險效益,三贏???」,保險事業發展中心,2005年12月。
11. 嚴泰和,金控法架構下銀行跨業銷售保險態度與現況之研究, 2003。
12. 李運元,「以商業銀行為基礎之金融控股公司經營銀行保險之行銷競爭優勢研究」,2003年6月。
13. 洪若梅,「我國銀行保險發展趨勢之研究」,2004。
14. 李偉劍,「績效評估系統建構與企業流程改造─以某纖維公司為例」,2003。
15. 張廷成,「電子商務對企業流程改造影響之研究─以西藥產業為例」,2000。
16. 陳曉屏,「企業電子化下協同作業發展之研究」,2002。
英文文獻
1. Martin, B.A. and J. H. Martin (2005), “Building a Market-Oriented Organizational Environment: an implementation framework for small organizations.” Vol. 20, No.2, pp45-58.
2. Michael Hammer & James Champy, Reengineering the Corporation No.135, 2005
3. Michael E. Porter, The Competitive Advantage of Nations, NY, The Free Press, 1990.
4. Blois, Keith J., 1999, Trust in Business to Business Relationships: An Evaluation of Its Status, The Journal of Management Studies, 36(2):197.
5. Chiu, Hung-Chang, Yi-Ching Hsieh, Yu-Chuan Li and Monle Lee, 2005, Relationship Marketing and Consumer Switching Behavior, Journal of Business Research, 58(12):1681-1689.
6. Kettinger, William J. and Grover, V. (1995). “Toward a Theory of Business Process Change Management” Journal of Management Information Systems, Vol. 12, No. 1 pp. 9-30.
7. Grover, Varun, S.R.J., & Kettinger W.J., et al. (1995). “The Implementation of Business Process Reengineering,”.
8. Robbins S.P., Organization Behavior: A Review and Performulation, Lexington, MA: Lexington Books, 1989.
9. Schnitt, D.L. “reengineering The organization Using information Technology,” Journal of Systems Management, pp 154-158.
10. Martin V. Deise, Conrad Nowikow, Patrick King, Amy Wright, “Executive’s Guide to E-Business: from tactics to strategy”, John wiley & sons, New York, 2000.
11. Richard Normann, Rafael Ramirez, “Harvard Business review on Managing the Value Chain”, President and Fellows of Harvard College, 1993.
12. Huizinga, H., “The Insurance perspective”, The Hampden Lectures, Banking and Insurance: an Ideal Combination?, London, June, 1992.
13. Bronder, C., & Pritzl, R. Developing Srategic Alliance: A conceptual framework for successful cooperation, European Management Journal 10(4).