消费金融是指由金融机构向消费者提供资金，用于满足个人消费需求的一种无抵押无担保 的信贷服务。消费金融的发展在扩大内需推动经济增长、提高居民生活水平等方面发挥着积极 作用。随着我国经济结构调整和居民收入的增加，国内的消费金融市场发展迅速，消费信贷业 务规模不断扩张，成为各家金融机构新的增长点，随之而来的市场竞争也日益激烈。目前国内 主要的消费金融机构是由商业银行、消费金融公司、互联网金融平台组成，商业银行虽然仍是 消费金融的主力军，但消费金融公司和互联网金融平台凭借申请门槛低、审批速度快、服务体 验佳等优势，吸引了大批的消费信贷受众。 商业银行虽是国内最早提供消费金融服务的机构，有着较成熟的授信审批、风险控制体系， 资金成本较低，但面对消费金融公司和互联网金融平台提供的同类消费金融产品时，仍存在着 明显的劣势:一是传统银行的消费贷款业务主要采用线下模式运行，要求客户提供资料较多，申 请流程较为繁琐。二是审批流程环节较多,审批效率较低，客户等待时间长；三是整个业务流 程较为粗放，存在反复或浪费的运作，人力及运营成本相对较高。商业银行消费金融业务面临 由传统的粗放模式向精细化模式转型的挑战。如何将国际先进的精益管理理论，同商业银行消 费金融业务模式相结合推动精细化转型已经成为极具实践意义的重要课题。 本文以A银行消费金融业务为研究对象，引入精益管理持续优化业务流程的理念，运用精 益管理工具和方法分析A银行消费金融业务在业务流程存在的问题与不足，寻求持续有效的优 化方案，提出可以明显改善业务流程中各项KPI的整改建议，这对提升A银行消费金融核心竞 争力具有十分重要的意义，同时，本文深入解读精益管理在银行领域的诠释意义，为现有的理 论提供更多的实践意义。 关键词：消费金融，精益管理，流程优化 基于精益管理的A银行消费金融业务流程优化问题研究 II ABSTRACT Consumerfinancereferstoanunsecuredandunsecuredcreditserviceprovidedbyfinancial institutionstoconsumersandusedtomeetpersonalconsumptionneeds.Thedevelopmentof consumerfinancehasplayedanactiveroleinexpandingdomesticdemand,promotingeconomic growth,andimprovingresidents'livingstandards.WiththeadjustmentofChina'seconomicstructure andtheincreaseofresidents'income,thedomesticconsumerfinancialmarkethasdevelopedrapidly, andthescaleofconsumercreditbusinesshascontinuedtoexpand,becominganewgrowthpointfor variousfinancialinstitutions,andthesubsequentmarketcompetitionhasbecomeincreasinglyintense. Atpresent,themajordomesticconsumerfinancialinstitutionsarecomposedofcommercialbanks, consumerfinancecompanies,andinternetfinancialplatforms.Althoughcommercialbanksarestill themainforceofconsumerfinance,consumerfinancecompaniesandinternetfinancialplatformsrely onlowapplicationthresholds,fastapprovalprocesses,andservices.Advantagessuchasgreat experiencehaveattractedalargenumberofconsumercreditaudiences. Althoughcommercialbanksaretheearliestdomesticinstitutionstoprovideconsumerfinancial services,theyhavematurecreditapproval,riskcontrolsystems,andlowcapitalcosts,buttheystill existinthefaceofsimilarconsumerfinancialproductsprovidedbyconsumerfinancialcompanies andInternetfinancialplatforms.Obviousdisadvantages:First,theconsumerloanbusinessof traditionalbanksmainlyoperatesinofflinemode,requiringcustomerstoprovidemoreinformation, andtheapplicationprocessismorecomplicated.Thesecondisthattherearemanylinksinthe approvalprocess,theapprovalefficiencyislow,andthecustomerwaitsalongtime.Thethirdisthat theentirebusinessprocessisrelativelyextensive,therearerepeatedorwastefuloperations,andthe laborandoperatingcostsarerelativelyhigh.Theconsumerfinancebusinessofcommercialbanks facesthechallengeoftransformingfromatraditionalextensivemodeltoarefinedone.Howto combinetheinternationaladvancedleanmanagementtheorywiththecommercialbankingconsumer financebusinessmodelandpromotetherefinedtransformationhasbecomeanimportanttopicof practicalsignificance. ThisarticletakesAbank'sconsumerfinancebusinessastheresearchobject,introducesthe conceptofleanmanagementtocontinuouslyoptimizebusinessprocesses,andusesleanmanagement toolsandmethodstoanalyzetheproblemsanddeficienciesofAbank'sconsumerfinancebusinessin businessprocesses.ItcansignificantlyimprovetherectificationsuggestionsofvariousKPIsinthe businessprocess,whichisofgreatsignificancetoenhancethecorecompetitivenessofABank's 南京航空航天大学硕士学位论文 III consumerfinance.Atthesametime,thisarticledeeplyinterpretsthemeaningofleanmanagementin thefieldofbankingandprovidesmoreinsightsforexistingtheoriesmorepracticalsignificance. Keywords:Consumerfinance,leanmanagement,processoptimization 基于精益管理的A银行消费金融业务流程优化问题研究 IV 目录 摘要...................................................................................................................................................I ABSTRACT.............................................................................................................................................II 第一章绪论.........................................................................................................................................1 1.1研究背景........................................................................................................................................1 1.1.1国内消费金融发展背景介绍...........................................................................................1 1.1.2商业银行在消费金融领域的优势与不足.......................................................................2 1.1.3A银行在消费金融业务发展中存在的问题....................................................................2 1.2研究意义和目的............................................................................................................................3 1.3国内外文献综述............................................................................................................................4 1.3.1国外关于业务流程精益管理的研究...............................................................................4 1.3.2国内关于业务流程精益管理的研究...............................................................................5 1.4研究内容与研究方法...................................................................................................................6 1.4.1本文研究内容...................................................................................................................6 1.4.2本文研究方法...................................................................................................................7 1.5研究思路与技术路线...................................................................................................................8 1.5.1研究思路...........................................................................................................................8 1.5.2技术路线...........................................................................................................................8 第二章相关理论概述.......................................................................................................................10 2.1精益管理理论..............................................................................................................................10 2.1.1精益管理的起源..............................................................................................................10 2.1.2精益管理的内涵.............................................................................................................10 2.1.3精益管理的作用..............................................................................................................11 2.2业务流程优化理论.....................................................................................................................12 2.2.1业务流程优化内涵..........................................................................................................12 2.2.2流程精益管理方法..........................................................................................................12 2.3我国商业银行基于精益管理的业务流程优化理论.................................................................13 2.3.1我国商业银行流程精益管理理论进程.........................................................................13 2.3.2我国商业银行流程精益管理理论总结................................