سنجش کارایی پروژه‌های شش سیگمای ناب در صنعت بانکداری با استفاده از رویکرد ترکیبی کارت امتیاز متوازن توسعه یافته و MCDM

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری مدیریت صنعتی گرایش مدیریت سیستم‌ها، دانشکده اقتصاد، مدیریت و علوم اداری دانشگاه سمنان، سمنان، ایران

2 دانشجوی دکتری مدیریت صنعتی گرایش تولید و عملیات، دانشکده مدیریت و حسابداری دانشگاه علامه طباطبایی، تهران، ایران.

3 دانشیار، دانشکده اقتصاد، مدیریت و علوم اداری دانشگاه سمنان، سمنان، ایران

چکیده

مؤسسه­‌های فعال در صنعت بانکداری یکی از مهم‌­ترین بخش‌­های ارائه دهنده خدمات اقتصادی در سراسر دنیا هستند که نقش اساسی در توسعه پایدار کشورها ایفا می­‌کنند. شش سیگمای ناب به عنوان یک روش ترکیبی به بهبود اثربخشی و کارایی در مؤسسه­‌های مالی کمک می­‌کند. استفاده از کارت امتیاز متوازن و شش سیگمای ناب سه هدف همسو سازی استراتژیک، بهبود عملکرد و رضایت مشتریان را محقق می­‌سازد. هدف از این پژوهش ارائه رویکردی ترکیبی از مدل کارت امتیاز متوازن توسعه یافته و تکنیک ویکور به منظور سنجش کارایی پروژه‌­های شش سیگمای ناب در صنعت بانکداری است. همچنین نتایج نشان دهنده کارایی پروژه­‌ها از نظر سنجه مالی، مشتری، رشد و یادگیری، رضایت مشتریان و ارتباط با جامعه است ولی از نظر سنجه فرایندهای داخلی با عدم کارایی مواجه بوده است.

کلیدواژه‌ها

عنوان مقاله [English]

Measuring the Efficiency of Lean Six Sigma (LSS) Projects in the Banking Industry Using the Hybrid Approach of Modified Balanced Scorecard (MBSC) and Multi Criteria Decision Making (MCDM) 

نویسندگان [English]

  • Reza Behboud 1
  • Hana Baghaee 2
  • Abbas Ali Rastgar 3
1 Ph.D Student, Systems Management, Samnan University, Semnan, Iran   
2 , Ph.D Student, Allame Tabatabaei University of Tehran, Tehran, Iran   
3 Associate Professor, Faculty of Economic, Management and Administrative Sciences, Semnan University   
چکیده [English]

 Organizations activing in the banking industry are one of the most important sectors of the economic service providers around the world, which play a fundamental role in the sustainable development of countries. Lean Six Sigma (LSS) as a hybrid approach combining the strengths of Lean Thinking and Six Sigma helps to improve effectiveness and efficiency in financial institutions. The use of Balanced Scorecard and Lean Six Sigma achieves three objectives of strategic alignment, improved performance and customer satisfaction. The aim of this study was to provide an approach for measuring the efficiency of the Lean Six Sigma projects in the banking industry and, in this regard, a hybrid approach was presented using the Modified Balanced Scorecard (MBSC) model and the VIKOR technique. The results showed that this approach is a proper approach to measure the efficiency of improvement projects and the improvement project of Lean Six Sigma in one of the Banking institutions in terms of financial, customer, growth and learning, customer satisfaction measures and communication with the community enjoys a necessary efficiency in the Balanced Scorecard, but it does not have the required efficiency considering the measures of internal processes. Also, the results represented that the use of Balanced Scorecard technique could be very effective in the alignment of strategic plans and Lean Six Sigma improvement projects. 
 
  

کلیدواژه‌ها [English]

  • Banking Industry
  • Lean Six Sigma (LSS)
  • Modified Balanced Scorecard (MBSC)
  • Multi Criteria Decision Making (MCDM) Techniques
  • VIKO. 

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نشریه علمی پژوهشی مهندسی و مدیریت کیفیت
دوره 9، شماره 4
دی 1398
صفحه 346-358

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