Paper Title
Using DMAIC Methodology and Simulation Technique to Improve Banking Services: A Case Study of Cairo Amman Bank

Abstract
Abstract - Customer satisfaction and loyalty are the most important issues that any service provider, especially in the banking industry, must address. Cairo Bank Amman, a Jordanian bank with branches all over the country, is working on enhancing open account service in its branches by adopting DMAIC methodology (Define, Measure, Analyze, Improve, Control). The length of time it takes to get a service and its impact on customer satisfaction, as well as the cost of the bank's service, will be taken into account. Constructed as a discrete simulation model using Arena software to analyze both services, a "Cairo Bank Online Gate" (CBOG) proposed reducing process time by 50-60%. The findings reveal that the system improved by reducing waiting time from 7.61 minutes to 4.26 minutes, as well as lowering the cost per unit from 1.16 JD to 0.65 JD. Keywords - DMAIC, Discrete Simulation, Arena Software, Banking Services

Author - Mahmoud Z. Mistarihi, Ghazi M. Magableh, Towaij Alqudah, Nowar Marji, Marah Alobani, Rahaf Obeidat

Published : Volume-9,Issue-4  ( Apr, 2022 )

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