In spite of increasingly tough managerial conditions, improvements on the clerical operations at banks is not well advanced since bank operations are special in the sense that they handle money directly. It is difficult to apply a traditional work process analysis method because bank operations are incurred with unexpected correspondences with customers face-to-face or over the phone. On the other hand, a characteristic of bank operations is the number of stamps for each and every document and voucher. This fact implies the heavy burden on workers and the existence of wasted time that multiple stamps have for the same purposes, and so can be eliminated. This paper discusses 'stamping' and proposes a new method for analyzing clerical work taking the case of bank operations as an example. The paper applies a proposed method to an actual withdrawal operation at bank counters and describes that various checkpoints and ideas for improvement that can be derived in practice, thereby proving that the proposed method is effective.
|ジャーナル||Journal of Japan Industrial Management Association|
|出版物ステータス||Published - 2004 12 1|
ASJC Scopus subject areas
- Strategy and Management
- Management Science and Operations Research
- Industrial and Manufacturing Engineering
- Applied Mathematics