Lead Time Reduction and Efficiency Enhancement Show Strong Interference with Customer Constraints in Banking Service Process Design

Abstract

This paper reports our results of applying engineering process design to the banking service of housing loan credit approval. Process design of manufacturing digitalizes the entire process and stacks independent judgments one by one; and process design for banking service has the same nature. A major difference between the two is that lead time reduction and work efficiency enhancement have strong interference with customer constraints in banking service, and weak in manufacturing. The interference is hard to eliminate because we cannot force the customer to always fill out the application forms in a complete manner.