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案例编号: OB-0206
被浏览次数: 687 次
案例名称: 打破交互壁垒,激发一线力量:招商银行信用卡中心 业务流程变革管理实践
译名: Breaking Interaction Barriers and Stimulating Frontline Employees —Business Process Change of CMB Credit Card Center
案例作者: 王雪莉,董念念
作者单位: 清华大学
指导者:
译者:
背景单位名称: 招商银行信用卡中心
行业: 贸易与金融业
规模: 大型
案例涉及的职能领域: 质量管理部门
案例语种: 中文
案例长度(页): 24 页
案例类型: 描述型
中文关键词: 业务流程变革;创造力;创新管理;沟通管理;2018百优案例
英文关键词: Business process change; Creativity; Innovation management; Communication Management
中文摘要: 本案例描述了招商银行信用卡中心如何通过“流程医生”项目促进业务流程创新和变革的管理实践过程,主要覆盖以下三方面的内容:首先,介绍招商银行信用卡中心业务流程变革所面临的内外部环境,揭示组织创新和变革的动因;其次,详细描绘整个变革过程,在不同的变革阶段“流程医生”项目团队如何综合运用沟通、反馈、激励等管理手段,打破交互壁垒,使得业务单位之间形成良性互动;最后,展示一线员工、产品经理、部门领导、高管团队等不同的角色在“流程医生”项目中的态度和行为变化过程,各方的相互合作共同促进创意从提出到实施,实现创造力到创新的转化。
英文摘要: This case describes a management practice of the China Merchants Bank (CMB) Credit Card Center which is about promoting business process innovation and transformation through the “Process Doctor” project. Firstly, it reveals the agent of the organizational innovation and transformation by introducing the internal and external conditions faced by the CMB Credit Card Center before changing the business process. Secondly, it describes the whole process of transformation in detail and explains how the “Process Doctor” project team makes use of various management methods such as communication, feedback and incentives to break interaction barriers and enable virtuous cycle of interaction between business units at different stages. Finally, this study demonstrates the attitudinal and behavioral changes of frontline employees, product managers, department leaders and senior management throughout the course of the project, whose cooperation drives the development of the project from a mere proposal to reality.
适用对象: 经营管理人员,本科生,硕士生,工商管理硕士(MBA),
编写方式: 采编
案例年代: 2018
案例入库时间: 2018-07
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