• ISSN: 2010-023X (Print)
    • Abbreviated Title: Int. J. Trade, Economics and Financ.
    • Frequency: Quaterly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Managing Editor: Ms. Inez. Chan

    • Abstracting/ Indexing:  Crossref, CNKI, EBSCO

    • Article Processing Charge (APC): 500 USD

    • E-mail: ijtef.editorial.office@gmail.com

HOME > Archive > 2023 > Volume 14 Number 4 (Nov. 2023) >
IJTEF 2023 Vol.14(4): 87-91
DOI: 10.18178/ijtef.2023.14.4.761

Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking

Jimena Poma-Roca, Maria Escudero-Arrascue, Juan Quiroz-Flores*, Martín Collao-Díaz, and Alberto Flores-Pérez

Abstract—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.

Index Terms—Lean service, digital marketing plan, Kanban board, service in banks, treatment of claims, transactions rejected

The authors are with the Universidad de Lima, Perú.
*Correspondence: jcquiroz@ulima.edu.pe (J.Q.F.)

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Cite: Jimena Poma-Roca, Maria Escudero-Arrascue, Juan Quiroz-Flores*, Martín Collao-Díaz, and Alberto Flores-Pérez, "Lean Service Model to Reduce the Cancellation Rate of Cards in Peruvian Retail Banking," International Journal of Trade, Economics and Finance vol.14, no.4, pp. 87-91, 2023.

Copyright © 2023 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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