Look-up in Google Scholar
Full metadata record
Quiroz Flores, Juan Carlos
Escudero Arrascue, Maria Fernanda
Poma Roca, Jimena Alexandra
2023-11-16T13:35:46Z
2023-11-16T13:35:46Z
2023
Escudero Arrascue, M. F. & Poma Roca, J. A. (2023). Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/19320 (es_PE)
https://hdl.handle.net/20.500.12724/19320
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. (en_EN)
application/pdf
eng
Universidad de Lima
info:eu-repo/semantics/openAccess (*)
https://creativecommons.org/licenses/by-nc-sa/4.0/ (*)
Repositorio Institucional Ulima
Universidad de Lima
Bancos (es_PE)
Servicio al cliente (es_PE)
Tarjetas de crédito (es_PE)
Tarjetas de debito (es_PE)
Producción eficiente (es_PE)
Banks and banking (en_EN)
Customer services (en_EN)
Credit cards (en_EN)
Debit cards (en_EN)
Lean manufacturing (en_EN)
Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking (en_EN)
info:eu-repo/semantics/bachelorThesis
Universidad de Lima. Facultad de Ingeniería y Arquitectura (es_PE)
Ingeniería Industrial (es_PE)
Título profesional (es_PE)
Ingeniero Industrial (es_PE)
PE
https://purl.org/pe-repo/ocde/ford#2.11.04
http://purl.org/pe-repo/renati/level#tituloProfesional (*)
10300285
https://orcid.org/0000-0003-1858-4123
74277235
73049257
722026
Flores Perez, Enrique Alberto
Collado Diaz, Martin Fidel
Quiroz Flores, Juan Carlos
https://purl.org/pe-repo/renati/type#tesis (*)
Privada asociativa



This item is licensed under a Creative Commons License Creative Commons