The drawbacks in the service operations of the Indian public sector banks include high cost per employee and lower service quality compared to private and foreign banks. This article for the first time confirms the application of lean thinking for process improvement of service operations in an Indian public sector bank through ‘value stream mapping’. The article uses action research methodology and two case studies that describe the process and outcomes of the action research to achieve the objective of studying the applicability of lean thinking and lean tools in process improvement of bank branches. The results of introducing lean thinking in the branches of the public sector bank in India were efficiency improvements through lower wait time for customers and lower stress levels for employees, besides increased customer satisfaction, profit and business—factors which justify and support the use of lean thinking in banks.

中文翻译：

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精益工具在银行分行流程改进中的应用

与私营银行和外国银行相比，印度公共部门银行的服务运营存在弊端，包括人均员工成本高，服务质量差。本文首次通过“价值流图”证实了精益思维在印度公共部门银行服务运营流程改进中的应用。本文使用行动研究方法论和两个案例研究来描述行动研究的过程和结果，以达到研究精益思维和精益工具在银行分支机构流程改进中的适用性的目的。在印度公共部门银行的分支机构中引入精益思想的结果是，通过提高客户满意度，减少客户等待时间和降低员工压力水平，不仅提高了客户满意度，