TY - GEN
T1 - Improvement of personal credit response times in a banking institution applying lean six sigma
AU - Romero-Romero, José
AU - Castro-Rangel, Percy
N1 - Publisher Copyright:
© 2020 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2020
Y1 - 2020
N2 - This paper describes the proposal to improve the personal credit response times by centralized evaluation of a banking institution applying the Lean Six Sigma methodology. For the identification of the main problem in the define phase, a Problem Prioritization Matrix, Quality Function Deployment Matrix and the process diagram were used. In the Measure phase, the process performance was quantified using value stream mapping, Cause-Effect and Pareto Diagrams to identify input variables and the repeatability and reproducibility test for the measurement system. In the Analyze phase, root causes were identified by process analysis through Waste Identification and Data Analysis through Variance Analysis. In the Improve and Control phases, the Lean and Six Sigma tools for process analysis and data analysis were developed. With the implementation of the proposed methodology, the following results improvements were obtained reflected in reductions of: response times in 56.16%, process activities in 14.29%, times in material supply routes in 83.33%, waiting time to be evaluated an application in 99.56% and the annual cost to execute the centralized evaluation process in 61.21%.
AB - This paper describes the proposal to improve the personal credit response times by centralized evaluation of a banking institution applying the Lean Six Sigma methodology. For the identification of the main problem in the define phase, a Problem Prioritization Matrix, Quality Function Deployment Matrix and the process diagram were used. In the Measure phase, the process performance was quantified using value stream mapping, Cause-Effect and Pareto Diagrams to identify input variables and the repeatability and reproducibility test for the measurement system. In the Analyze phase, root causes were identified by process analysis through Waste Identification and Data Analysis through Variance Analysis. In the Improve and Control phases, the Lean and Six Sigma tools for process analysis and data analysis were developed. With the implementation of the proposed methodology, the following results improvements were obtained reflected in reductions of: response times in 56.16%, process activities in 14.29%, times in material supply routes in 83.33%, waiting time to be evaluated an application in 99.56% and the annual cost to execute the centralized evaluation process in 61.21%.
KW - 5S´s
KW - Analysis of Variance
KW - DMAIC
KW - Design of Experiments
KW - Lean Six Sigma
KW - Standard Work
KW - Value Stream Mapping
UR - https://www.scopus.com/pages/publications/85096759010
U2 - 10.18687/LACCEI2020.1.1.152
DO - 10.18687/LACCEI2020.1.1.152
M3 - Contribución a la conferencia
AN - SCOPUS:85096759010
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 18th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 18th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Engineering, Integration, and Alliances for a Sustainable Development" "Hemispheric Cooperation for Competitiveness and Prosperity on a Knowledge-Based Economy", LACCEI 2020
Y2 - 27 July 2020 through 31 July 2020
ER -