The case of a rural branch of an Indian Public Sector Bank: Innovation through Learning and Thinking Lean with a Managerial Performance Perspective

Bagg Pankaj Kumar () and P Kavitha ()
Additional contact information
Bagg Pankaj Kumar: Indian Institute of Management Kozhikode
P Kavitha: Indian Institute of Management Kozhikode

No 281, Working papers from Indian Institute of Management Kozhikode

Abstract: The Indian Public Sector bank’s drawback includes cost per employee and inflexible operating procedures. This paper for the first time confirms application of innovative lean thinking process to this service sector through ‘value stream mapping’ during the phase when banks started with upgrades. The results were efficiency improvements through lower wait time, stress levels, besides increased customer satisfaction, profit, and business. The paper concludes that financial services renovation can be a catalyst for change, but demands coordination with other areas to maximize operational efficiency through redesigned resources and capacities, accurate and improved understanding of variation, demand and costs, to make decisions about service mix with policies.

Keywords: Innovation in finance; lean thinking; Indian Banking; Value Stream Mapping Under the Themes: Innovation in Finance/ Indian Banking (search for similar items in EconPapers)
Pages: 20 pages
Date: 2018-05
New Economics Papers: this item is included in nep-eff
References: Add references at CitEc
Citations:

Downloads: (external link)
https://iimk.ac.in/websiteadmin/FacultyPublication ... y%20Full%20paper.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:iik:wpaper:281

Access Statistics for this paper

More papers in Working papers from Indian Institute of Management Kozhikode IIMK Campus PO, Kunnamanagalam, Kozhikode, Kerala, India -673570. Contact information at EDIRC.
Bibliographic data for series maintained by Sudheesh Kumar ().