Framework integrating LEAN - BPM and its impact on service management in a financial entity

Authors

Ovalle Paulino, Christian

Abstract

The drastic changes that occur thanks to the advance of technology have caused financial institutions to evolve in order to satisfy customer needs; that is why they are currently seeking to find competitive advantages that allow them to develop processes in an efficient and effective manner. One of these advantages that influence the customer is the quality of service; that is why companies seek to implement different methodologies in order to improve the results and the fulfillment of their business objectives. For this reason, a framework is designed that consists of the integration of process management - BPM and Lean waste elimination, and this new methodology will improve the management of remittances and will play a fundamental role in the productivity of the remittance area personnel, because this methodology will improve the operational processes. In the results, it was obtained that the improvement applied to the remittance management system based on Framework integrating LEAN and BPM has helped to increase the productivity of the staff in this area, reducing time and improving customer service management, which is reflected in the reduction of costs of the financial institution with a difference of 61% after the implementation and the reduction of execution capacity of the financial institution with a difference of 22%.