Application of Lean Tool for Process Improvement of Bank Branches

IF 1.8 Q3 MANAGEMENT
P. Baag, Kavitha P, Ashutosh Sarkar
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引用次数: 4

Abstract

The drawbacks in the service operations of the Indian public sector banks include high cost per employee and lower service quality compared to private and foreign banks. This article for the first time confirms the application of lean thinking for process improvement of service operations in an Indian public sector bank through ‘value stream mapping’. The article uses action research methodology and two case studies that describe the process and outcomes of the action research to achieve the objective of studying the applicability of lean thinking and lean tools in process improvement of bank branches. The results of introducing lean thinking in the branches of the public sector bank in India were efficiency improvements through lower wait time for customers and lower stress levels for employees, besides increased customer satisfaction, profit and business—factors which justify and support the use of lean thinking in banks.
精益工具在银行网点流程改进中的应用
与私人和外国银行相比,印度公共部门银行服务运营的缺点包括每位员工成本高,服务质量低。本文首次通过“价值流映射”证实了精益思维在印度公共部门银行服务运营流程改进中的应用。本文采用行动研究方法和两个案例研究来描述行动研究的过程和结果,以达到研究精益思维和精益工具在银行分行流程改进中的适用性的目的。在印度公共部门银行的分行引入精益思维的结果是,除了提高客户满意度、利润和业务之外,还通过降低客户的等待时间和员工的压力水平来提高效率,这些因素证明并支持在银行中使用精益思维。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
3.90
自引率
31.20%
发文量
25
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