South Asian Journal of Management

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Application of Line Balancing Method for Service Process Improvement: The Case of a Bank in Bangladesh


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1 School of Business, North South University, Dhaka, Bangladesh
     

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Recently, much attention has been devoted to the study of process improvement, but very little emphasis has been placed on the use of line balancing method in service providing organizations. This study analyzes the existing Credit Card Application (CCA) and Cash Management Operations (CMO) processes in an international bank located in Bangladesh. The existing process was analyzed for improving the Percentage Utilization (PU), reducing the Cycle Time (CT), Throughput Time (TT), Percentage Idle Time (PI) and Cost Per Application (CA) for providing better customer service. For each case several approaches have been proposed to improve specific attributes of the process using line balancing method. Each method can also be used for process improvement with specific client requirements.
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  • Application of Line Balancing Method for Service Process Improvement: The Case of a Bank in Bangladesh

Abstract Views: 184  |  PDF Views: 0

Authors

Abdul H. Chowdhury
School of Business, North South University, Dhaka, Bangladesh
M. Ziaur Rahman
School of Business, North South University, Dhaka, Bangladesh

Abstract


Recently, much attention has been devoted to the study of process improvement, but very little emphasis has been placed on the use of line balancing method in service providing organizations. This study analyzes the existing Credit Card Application (CCA) and Cash Management Operations (CMO) processes in an international bank located in Bangladesh. The existing process was analyzed for improving the Percentage Utilization (PU), reducing the Cycle Time (CT), Throughput Time (TT), Percentage Idle Time (PI) and Cost Per Application (CA) for providing better customer service. For each case several approaches have been proposed to improve specific attributes of the process using line balancing method. Each method can also be used for process improvement with specific client requirements.