YALIN HİZMET İŞLEMLERİ UYGULAMASI: TÜRK BANKACILIK ENDÜSTRİSİNDEN BİR ÖRNEK OLAY ANALİZİ

Yıl 2009, Cilt: 10 Sayı: 2, 171 - 198, 01.12.2009

Sabri Erdem Koray Aksoy

Öz

Bu çalışmada yalın yönetim ve bankacılık uygulaması ele alınmaktadır. Yalın yönetimin imalat ortamında anlamlı çıktılar sağlayacak şekilde atıl kaynakları ortadan kaldırmasından dolayı hizmet endüstrisi de yalın uygulamalarına odaklanmaya başlamıştır. Buradan hareketle, bu çalışma, özellikle yalın araçları kullanılarak Türkiye’de bankacılık sektöründeki atıl kullanımın ortadan kaldırılması anlamında öncü çalışmalardan birisi olmaktadır. Bu amaçla devlet bankalarından birisinin Ege Bölgesi’ndeki şubelerinden birisi pilot uygulama alanı olarak seçildi ve bu pilot çalışma alanında müşteriler, banka müşteri temsilcileri ve operasyonlar üzerinde gözlemler yapılarak veri toplanmıştır. Toplanan veriler analiz edildikten sonar gereksiz işlemlerin ortadan kaldırılmasına bağlı olarak bazı iyileştirmeler önerilmektedir. Elde edilen sonuçlar bankacılık sektörü için; katma değerli iş elemanlarına yoğunlaşmak suretiyle yapılan basit iyileştirmelerle anlamlı sonuçlara ulaşılabileceğini göstermektedir. Elde edilen sonuçlar bankanın diğer şubelerine de aynı şekilde uygulanabilmektedir

Anahtar Kelimeler

Yalın Hizmet Yönetimi, Yalın Düşünce, Bankacılıkta Etkinlik

IMPLEMENTING LEAN SERVICE OPERATIONS: A CASE STUDY FROM TURKISH BANKING INDUSTRY

Öz

This paper describes lean management and its application in banking industry. Since lean management eliminates waste effectively in manufacturing environment with significant outputs, service industry has started to focus on lean implementations. In this sense, this paper is a pioneer especially for banking in service sector in Turkey to eliminate waste by means of lean methods. For this reason, a branch of a nationwide state bank in Aegean region was selected as pilot to collect data by observing customers, employee and operations. After analyzing the collected data, some improvements due to eliminations of unnecessary operations were offered. Our results show that significant improvements in banking sector are easy to achieve just by focusing value adding operations. Obtained results are also valid for other branches of the bank

Anahtar Kelimeler

Lean Service Management, Lean Thinking, Efficiency in Banking

Kaynakça

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