Abstract
The purpose of this paper is to present research about how lean Six Sigma delivers recommendations to minimize the seven wastes which is strongly associated with human aspects in banking sector. The research was performed using Define, Measure, Analyze, Improve (DMAI) method, whereas the seven wastes are identified and will be minimized by using different tools. A research questionnaire delivered the sigma level of the defects in services that performed by teller, customer service, and security person are 3.01, 2.91, and 3.89 respectively. Lists of actual activities of delay/waiting and unnecessary movements is delivered by using Closed Circuit Television (CCTV) records and Pro Time Estimation software. The wastes of duplication and over processing, unclear communication, incorrect inventory, and lost opportunity are found using brainstorming. There are six recommendations of improvement obtained from brainstorming within the 5-Whys, FMEA, and improve phases. The bank can achieve significant efficiency without extorting employees’ energy with low cost operations and flexibility.
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Putri, N.T., Gunawan, A., Sutanto, A. (2018). The Consequences of Lean Six Sigma on Banking Improvement: A Study at a Front-Line Unit of a Bank Company in Indonesia. In: Freund, L., Cellary, W. (eds) Advances in The Human Side of Service Engineering. AHFE 2017. Advances in Intelligent Systems and Computing, vol 601. Springer, Cham. https://doi.org/10.1007/978-3-319-60486-2_21
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DOI: https://doi.org/10.1007/978-3-319-60486-2_21
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