IDEAS home Printed from https://ideas.repec.org/p/iik/wpaper/281.html
   My bibliography  Save this paper

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

Author

Listed:
  • Pankaj Kumar Baag

    (Indian Institute of Management Kozhikode)

  • Kavitha P

    (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.

Suggested Citation

  • Pankaj Kumar Baag & Kavitha P, 2018. "The case of a rural branch of an Indian Public Sector Bank: Innovation through Learning and Thinking Lean with a Managerial Performance Perspective," Working papers 281, Indian Institute of Management Kozhikode.
    • Handle: RePEc:iik:wpaper:281
    as

    Download full text from publisher

    File URL: https://iimk.ac.in/websiteadmin/FacultyPublications/Working%20Papers/2820281%20May%20Full%20paper.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Innovation in finance; lean thinking; Indian Banking; Value Stream Mapping Under the Themes: Innovation in Finance/ Indian Banking;
    All these keywords.

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:iik:wpaper:281. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sudheesh Kumar (email available below). General contact details of provider: https://edirc.repec.org/data/iikmmin.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.