Lean service in a banking entity

Macarena Gamio Estremadoyro; Francesca Maestri Fernandez Concha; Percy Castro Rangel

doi:10.1109/IESTEC46403.2019.00074

Lean service in a banking entity

Macarena Gamio Estremadoyro
, Francesca Maestri Fernandez Concha
, Percy Castro Rangel

Faculty of Engineering

Universidad Peruana de Ciencias Aplicadas

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

We study the case of a financial entity that presented problems due to high wait times and high operation times in the credit process. A diagnosis was made by taking time and route analysis. Therefore, we opted for the implementation of a Lean Service methodology, in order to have an adequate project performance. The proper functioning of this methodology was verified by the application of a pilot project, were data was taken (time, route analysis, VSM). This achievement mitigated the excessive delays and rework in the evaluation phase of the process, thus achieving mayor customer satisfaction and a better working environment.

Original language	English
Title of host publication	Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	370-375
Number of pages	6
ISBN (Electronic)	9781728116914
DOIs	https://doi.org/10.1109/IESTEC46403.2019.00074
State	Published - Oct 2019
Event	7th International Engineering, Sciences and Technology Conference, IESTEC 2019 - Panama City, Panama Duration: 9 Oct 2019 → 11 Oct 2019

Publication series

Name	Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019

Conference

Conference	7th International Engineering, Sciences and Technology Conference, IESTEC 2019
Country/Territory	Panama
City	Panama City
Period	9/10/19 → 11/10/19

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 1 No Poverty
SDG 5 Gender Equality
SDG 7 Affordable and Clean Energy
SDG 8 Decent Work and Economic Growth

Keywords

Added value
Credit process
Lean service
Microfinance
Process improvement
Waste

Access to Document

10.1109/IESTEC46403.2019.00074

Cite this

Estremadoyro, M. G., Concha, F. M. F., & Rangel, P. C. (2019). Lean service in a banking entity. In Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019 (pp. 370-375). Article 8943587 (Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/IESTEC46403.2019.00074

Estremadoyro, Macarena Gamio ; Concha, Francesca Maestri Fernandez ; Rangel, Percy Castro. / Lean service in a banking entity. Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019. Institute of Electrical and Electronics Engineers Inc., 2019. pp. 370-375 (Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019).

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abstract = "We study the case of a financial entity that presented problems due to high wait times and high operation times in the credit process. A diagnosis was made by taking time and route analysis. Therefore, we opted for the implementation of a Lean Service methodology, in order to have an adequate project performance. The proper functioning of this methodology was verified by the application of a pilot project, were data was taken (time, route analysis, VSM). This achievement mitigated the excessive delays and rework in the evaluation phase of the process, thus achieving mayor customer satisfaction and a better working environment.",

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Estremadoyro, MG, Concha, FMF & Rangel, PC 2019, Lean service in a banking entity. in Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019., 8943587, Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019, Institute of Electrical and Electronics Engineers Inc., pp. 370-375, 7th International Engineering, Sciences and Technology Conference, IESTEC 2019, Panama City, Panama, 9/10/19. https://doi.org/10.1109/IESTEC46403.2019.00074

Lean service in a banking entity. / Estremadoyro, Macarena Gamio; Concha, Francesca Maestri Fernandez; Rangel, Percy Castro.
Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019. Institute of Electrical and Electronics Engineers Inc., 2019. p. 370-375 8943587 (Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Rangel, Percy Castro

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N2 - We study the case of a financial entity that presented problems due to high wait times and high operation times in the credit process. A diagnosis was made by taking time and route analysis. Therefore, we opted for the implementation of a Lean Service methodology, in order to have an adequate project performance. The proper functioning of this methodology was verified by the application of a pilot project, were data was taken (time, route analysis, VSM). This achievement mitigated the excessive delays and rework in the evaluation phase of the process, thus achieving mayor customer satisfaction and a better working environment.

AB - We study the case of a financial entity that presented problems due to high wait times and high operation times in the credit process. A diagnosis was made by taking time and route analysis. Therefore, we opted for the implementation of a Lean Service methodology, in order to have an adequate project performance. The proper functioning of this methodology was verified by the application of a pilot project, were data was taken (time, route analysis, VSM). This achievement mitigated the excessive delays and rework in the evaluation phase of the process, thus achieving mayor customer satisfaction and a better working environment.

KW - Added value

KW - Credit process

KW - Lean service

KW - Microfinance

KW - Process improvement

KW - Waste

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DO - 10.1109/IESTEC46403.2019.00074

M3 - Contribución a la conferencia

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SP - 370

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BT - Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019

PB - Institute of Electrical and Electronics Engineers Inc.

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Y2 - 9 October 2019 through 11 October 2019

ER -

Estremadoyro MG, Concha FMF, Rangel PC. Lean service in a banking entity. In Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019. Institute of Electrical and Electronics Engineers Inc. 2019. p. 370-375. 8943587. (Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019). doi: 10.1109/IESTEC46403.2019.00074

Lean service in a banking entity

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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