000			01643nam a2200217 4500
999			_c52329 _d52329
003			OSt
005			20190731143703.0
008			190731b ||||| |||| 00| 0 eng d
100			_aBaag, Pankaj Kumar _933991
245			_aApplication of Lean Tool for Process Improvement of Bank Branches
300			_a131-142 p.
520			_aThe drawbacks in the service operations of the Indian public sector banks include high cost per employee and lower service quality compared to private and foreign banks. This article for the first time confirms the application of lean thinking for process improvement of service operations in an Indian public sector bank through ‘value stream mapping’. The article uses action research methodology and two case studies that describe the process and outcomes of the action research to achieve the objective of studying the applicability of lean thinking and lean tools in process improvement of bank branches. The results of introducing lean thinking in the branches of the public sector bank in India were efficiency improvements through lower wait time for customers and lower stress levels for employees, besides increased customer satisfaction, profit and business—factors which justify and support the use of lean thinking in banks.
653			_aProcess improvement
653			_aLean thinking,
653			_aIndian banking,
653			_aValue stream mapping
700			_aP. Kavitha _95009
700			_aSarkar, Ashutosh _933992
773	0		_050183 _975311 _aSage Publication _dNew Delhi Sage Publication _o55510597 _tIIM KOZHIKODE SOCIETY AND MANAGEMENT REVIEW
942			_2ddc _cJA-ARTICLE