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

Facultad de Ingeniería

Universidad Peruana de Ciencias Aplicadas

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

Resumen

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.

Idioma original	Inglés
Título de la publicación alojada	Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019
Editorial	Institute of Electrical and Electronics Engineers Inc.
Páginas	370-375
Número de páginas	6
ISBN (versión digital)	9781728116914
DOI	https://doi.org/10.1109/IESTEC46403.2019.00074
Estado	Publicada - oct. 2019
Evento	7th International Engineering, Sciences and Technology Conference, IESTEC 2019 - Panama City, Panamá Duración: 9 oct. 2019 → 11 oct. 2019

Serie de la publicación

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

Conferencia

Conferencia	7th International Engineering, Sciences and Technology Conference, IESTEC 2019
País/Territorio	Panamá
Ciudad	Panama City
Período	9/10/19 → 11/10/19

ODS de las Naciones Unidas

Este resultado contribuye a los siguientes Objetivos de Desarrollo Sostenible

ODS 1: Fin de la pobreza
ODS 5: Igualdad de género
ODS 7: Energía asequible y no contaminante
ODS 8: Trabajo decente y crecimiento económico

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10.1109/IESTEC46403.2019.00074

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Estremadoyro, M. G., Concha, F. M. F., & Rangel, P. C. (2019). Lean service in a banking entity. En Proceedings - 2019 7th International Engineering, Sciences and Technology Conference, IESTEC 2019 (pp. 370-375). Artículo 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. En 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, Panamá, 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).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

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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.

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KW - Process improvement

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

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Estremadoyro MG, Concha FMF, Rangel PC. Lean service in a banking entity. En 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

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