Our Successful Projects
Kaizen (Continuous Improvement) Implementation SLPPI Division BCA
Client
PT Bank Central Asia Tbk
Topic
Kaizen (Continuous Improvement)
Overview
SLPPI Division at BCA has a mission to build service excellence (service world-class) in commercial transactions and international payments. SLPPI’s goal is to improve their customer satisfaction index (from 4.38) to the world-class level (5.00). Therefore at the beginning of 2014, SLPPI started to engage all employee levels to implement Kaizen in their workplace and the whole process.
Solution
PQM facilitates the SLPPI members, to do the Workplace and Process Kaizen which includes all Bureaus and 1 Surabaya Branch. The method consists of on-site implementation, coaching on 5S and the process flow chart analysis, identifying the non-value added (Waste) in the whole value stream of the process, finding the Root cause of waste, and executing the improvement through Kaizen Event/Kaizen Blitz in the workplace (include re-layout the office). By using this Kaizen approach, the example result taken from GPS Bureau can improve all the processes that lead to reduced service lead-time from Customer Inquiry to IR Settlement, from an average of 84 minutes/inq to 40 minutes/inq, which equals reduced losses time around 352 hours in a month (with the assumption the minimum number of inquiries = 25 inq/day).
Challenges
To increase Service Level by shortening the service lead time up to 50% without compromising the quality of service, starting in January 2014.
