The Internal Factors to Improve and Accelerate the Cycle Time of Credit Business at Indonesian Commercial Bank

This research aims at studying the shortcomings of business processes at Bank X Surabaya’s Commercial Banking Center and to accelerate the cycle time of business processes through redesigning processes that remove obstacles and improve service quality. This research examines business processes using a case study method. Its primary data were gathered through individual interviews and focus group. Furthermore, the secondary data were collected from company document investigations and observations of existing business processes. The analysis used Process Flow Diagrams, Cause & Effect Diagrams, Value Added Analysis and Flow Analysis to analyze enabler processes and to improve and redesign existing processes. This study found that the business process at Bank X Surabaya’s Commercial Banking Center requires around 48.85 days completing from the application process to the credit disbursement. Then the To-Be design of business processes is carried out on existing business processes. The proposed process reduces the existing processing time and the calculated cycle time is 30.05 days. The proposed business process effectively reduces cycle times and uses organizational resources to achieve better customer satisfaction.