Process management model based on the application of bpm and CRM to increase the productivity of a financial entity
DOI:
https://doi.org/10.26439/ciii2024.7783Keywords:
BPM, CRM, productivity, process optimization, financial entityAbstract
This study identified the operational inefficiencies in a bank with the objective of improving productivity. A model integrating Business Process Management (BPM) methodology and Customer Relationship Management (CRM) was designed to optimize document processing. The main causes identified were the lack of automatization in manual procedures, the presence of a bottleneck, and an inequitable workload. BPM enabled the formulation of an improvement model that will optimize the process by addressing the identified causes, while CRM will be the key component in task automatization. Through a simulation, results showed a potential 14,38 % increase in monthly productivity and a 38,5 % reduction in pending documents. These results were statistically validated using the T-Student test, solidifying the model’s effectiveness. Additionally, an economic evaluation ensured the model’s implementation profitability, highlighting a net present value (NPV) of PEN 62 527,76 and an internal rate of return (IRR) of 91,65 %. Lastly, a social and environmental validation was conducted.
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