Improving the bank account opening process using lean six sigma methodology at Palestine Islamic bank : case study

Abstract EN

The purpose of this project is to improve the bank account opening process and save the time of opening a new bank account at Palestine Islamic Bank (PIB) by at least 20%, using Lean Six Sigma (LSS) methodology.

To achieve this, the researcher used value tools of the LSS to gather data on the key measures for the account opening process in accordance with the DMAIC Methodology (Define, Measure, Analyze, Improve and Control), and the root causes for the extra-long time required to open a new bank account.

The results showed that the implemented test at Al-Bireh branch has reduced the average time of opening a new bank account by 61.4%, i.e.

from 38 minutes to 14.7 minutes, alongside reducing the customer’s waiting time at the Bank through eliminating some steps.

In parallel, the researcher has developed a new standard for the bank account opening process with control charts to monitor the prospective key performance indicators.

It is crucial to state that LSS methodology is a comprehensive framework, which includes specific improvement tools for achieving sustainable results in reducing the time rate in bank account opening process at PIB.

In order to do so, it is recommended that the Bank should continue with the improvement actions, particularly by focusing on internal and external communication, practical trainings, periodic feedback and control activities.