应用信息技术再造银行流程

上海交通大学硕士学位论文应用信息技术再造银行流程姓名：龚岩松申请学位级别：硕士专业：工商管理指导教师：吕巍20050108MBAiiiMBAivMBAvMBAviBANKPROCESSRE-ENGINEERINGBYINFORMATIONTECHNOLOGIESABSTRACTThebankstodayareinformationdrivenenterprises.Theyuseinformationtechnologyeverywhere,withhugedataprocessingallthetime.Itisakeyandabreakthroughpointforbankstostrategicallygaintheircorecompetitiveadvantagesthattomakefulluseofexistinginformationtechnologiesandexploretheemerginginformationtechnologies,tosupportorandre-engineertheircurrentbusinessesandcreatefuturenewbusinesses.Thestrategiceffectsfromtheinformationtechnologytothebanksaredividedintothreelayers:Thefirstlayerisvisible,whichisaboutusinginformationtechnologytoruncurrentproductandtoexplorenewproduct.Thesecondlayerisusinginformationtechnologytore-engineerthebank’sMBAviibusinessprocess.Thisrequiresinformationtechnologymustalignwithbusinessstrategies.Thethirdlayerisafurthereffect,whichistotheorganizationstructural.Themethodologyofthisthesisisbasedonsuchanalysts.TheChinesebanksarenowfacinghugechallengesaswellashugechances,asthedomesticfinancialmarketwillbeopenbytherequirementofbeingamemberofWTO(WorldTradeOrganization).However,thesituationbecomesquitseriousasthecompetitivecapabilityisverylowformostChinesebanks.Animportantandstrategicwaytoimprovethecompetitivecapabilityistore-engineerthebusinessprocess,andbydoingthistopushthere-formulizationofthegovernanceofthebank.Thethesistakesbanks’frontofficebusinessasanexample,figuresouttheabusesandthedisadvantagesofsuchaproduct-centricbusinessprocess.Then,thethesisshowsthewaytore-engineerthebusinessprocesstoacustomer-centricways,whichbringstonsofadvantagesandbenefits.Itisnecessarytore-engineerthebusinessprocesstocustomer-centricones.Followingon,thethesislistsouttherelativeinformationtechnologiesMBAviiiusedintheabovebusinessprocessre-engineering(BPR)example.TheBPRonlycanbedoneuponusinginformationtechnologies.However,informationtechnologyisnotalwayspassivelywaitingtheretofitandsatisfytheneedsfromBPR.Goodbanksoftenuseinformationtechnologypro-actively,tore-engineerthebusinessprocessdeeperandfurther,whichmakefullyandeffectivelyusesofinformationtechnologies,toturnthetechnicaladvantagetobusinesscompetitiveadvantage.CustomerRelationshipManagement(CRM)isagoodexampletopro-activelyuseinformationtechnology,tofurtherre-engineerthebusinessprocess.Thematurityandthewidelyusesofdatawarehousinganddataminingmakeitpossibletocustomer-centricBPRdeeperandfurther,intoCustomerRelationshipManagement.ThisthesisthengivesquitafewmethodsandexamplesofapplyingCRMintorealbusinessenvironment,whichistryingtohelptheChinesebankstoimprovetheircapabilityoffuturecompetitions.Thisthesisalsospendsafewparagraphstodiscusssomebaselineofapplyinginformationtechnologies.ThecriticalandmostconcernissueisMBAixthealignmentbetweenthetechnologyandthebusiness.Agoodapproachistokeeptheindependencyofthedesigningofthenewprocess,whichblocktheun-necessaryfactorstodisturbtheBPR.TotheChinesebanks,theBPRcantaketwosteps:Thefirststepisdataconsolidation,re-engineertheproduct-centricbusinessprocesstocustomer-centricbusinessprocess.Thesecondstepistousecustomerrelationshipmanagement,pushthecustomer-centricBPRtoahigherandbetterlayer.ThisisimportantfortheChinesebankstomakefullyuseofthehugecustomerdata,whichisuniquetothebanks,toestablishthecompetitiveadvantagebeforethefullyopeningofthedomesticfinancialmarket.Makefullyuseofinformationtechnology,re-engineerthebanks’businessprocess,providegoodproductandservicestocustomer,andthentopushthere-organizationandoptimizationfortheorganizationstructure,andfinallytoimprovethecorecompetitivecapability.Thisisthekeypointofthisthesis,whichisagoodandeffectivewaytoimprovethecompetitiveadvantagefortheChinesebanks.MBAxKEYWORDS:informationtechnology,businessprocessre-engineering(BPR),competitiveadvantage,customer-centric,customerrelationshipmanagementMBAi200518MBAii12004101208078151306512013343703781080711370%200211WTO200711.1“”1975F.WarrenMcFarlan2ABECFGDA–BC—D–EF—G1.11.1.12002319931.1.2“”“3A”Anytime,Anywhere,AnyStyle:Finatq.com——1.2Finatiq.com41.21.2.151.2.2Paul.H.Allen19801996131141520635055CustomerRelationshipManagementCRMAIACRMCRM1.2.3“”61.2.41.372.182.22.392.4DigitalCreditManagementSystem,DCMS102.12.111123.1133.2nnnnn14nnnnnnnn3.315nnnnnn16nnnnnnn174.12.13.13.2§IBMpCPUUNIXJ2EEServerClustering§EMC§Oracle9i(DatabaseOptimization)§DataMigration18§(DataBackup)§(DisasterRecovery)(BusinessContinuity)911§22007§Paul.H.Allen198019961311415206350554.219GridComputing4.14.34.2.14.14.34.14.14.2.2204.2(Bancassurance)AIAPrudential4.2.3DataWarehouse(DataMining)BusinessIntelligent4.3214.34.34.3.12007124.3.2C/SClient/Server,B/S(BrowserServer,)22B/SPCB/S1234.3.3IBMIT4.3.4Oracle10g9i234.3.54.4244.44.44.4.16BNPBNPParibas2000BNP254.4.2ERP265.120075.1ABNAMROBANK19995.15.1700402500406000197500130050300277004075001802080205.25.2.1DataWarehouse(Extraction,Transformation,Load,ETL)5.2285.25.2.2DataMining5.3295.2.3CustomerRelationshipManagement,CRMCustomerRelationshipManagementCRMCRM,20,,,,,,,CRM5.4305.4CRMCRM5.55.5315.3CRMCRMIDC199850010090CRM500GBG