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Escudero, M., Poma, J. (2023). Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking [Universidad de Lima]. https://hdl.handle.net/20.500.12724/19320
Escudero, M., Poma, J. Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking []. PE: Universidad de Lima; 2023. https://hdl.handle.net/20.500.12724/19320
@misc{renati/1442215,
title = "Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking",
author = "Poma Roca, Jimena Alexandra",
publisher = "Universidad de Lima",
year = "2023"
}
Title: Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking
Advisor(s): Quiroz Flores, Juan Carlos
Keywords: Bancos; Servicio al cliente; Tarjetas de crédito; Tarjetas de debito; Producción eficiente; Banks and banking; Customer services; Credit cards; Debit cards; Lean manufacturing
OCDE field: https://purl.org/pe-repo/ocde/ford#2.11.04
Issue Date: 2023
Institution: Universidad de Lima
Abstract: The banking services industry has been experiencing, for several years, continuous changes and adaptation in the way they maintain contact with their customers. Financial institutions must submit their processes to changes and adjustments according to the new habits and communication channels maintained by their clients to ensure competitiveness within the industry. This work aims to develop an analysis of the indicators for the lean implementation process in a client attendance Peruvian bank. Maintain a level of service and employ friendly digital tools. An essential part of these considerations is service level management and customer communication. This paper proposes a method that uses various tools such as Lean service, standardization of times in processes, digital marketing plan and Kanban Board, which aims to improve the key indicator of card cancellations of 74% of submitted applications. After implementing the proposed model, this article shows that it is possible to increase the number of account withholdings by a considerable percentage.
Link to repository: https://hdl.handle.net/20.500.12724/19320
Discipline: Ingeniería Industrial
Grade or title grantor: Universidad de Lima. Facultad de Ingeniería y Arquitectura
Grade or title: Ingeniero Industrial
Juror: Flores Perez, Enrique Alberto; Collado Diaz, Martin Fidel; Quiroz Flores, Juan Carlos
Register date: 16-Nov-2023
This item is licensed under a Creative Commons License