Process Efficiency Improvement of Government-Requested Document Preparation for a Commercial Bank

This study aims to improve efficiency and reduce task backlogs in the document preparation department of a commercial bank, which is responsible for preparing documents in response to requests from government agencies such as the police, courts, and prosecutors. Data collected between January and June 2024 showed that the volume of incoming tasks continuously exceeded the volume of completed tasks, resulting in an average backlog increase of 19.5% per month. By applying Lean principles and the ECRS (Eliminate, Combine, Rearrange, Simplify) framework, many non-value-added and wasteful activities were identified within the process. Consequently, the work process was redesigned from an end-to-end model to a station-based approach. Robotic Process Automation (RPA) and Visual Basic for Applications (VBA) were introduced to reduce repetitive tasks. As a result, the processing time was significantly reduced, backlogs decreased, and the volume of completed work increased without the need for additional personnel.