Improvement of Personal Credit Response Times in a Banking Institution Applying Lean Six Sigma

Abstract

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%.