Reducción del porcentaje de devoluciones para el banco BBVA

Abstract

For the BBVA bank, the customer is the most important thing, which is why within its Attention has an automated system dedicated to finding solutions, with which the time spent in the care of any type of process and / or concern that the customer wants to perform. The bank's internal process stands out for being comprehensive in its coverage of daily or weekly inconsistencies, what you are looking for with this is to take advantage of resources technological and computerized; since it has a fairly large database, in which Up to 7,000 products can be filed weekly which arrive at the factory where consolidates the information, in order to keep count of the figures that the bank is executing weekly, biweekly or monthly. On the other hand, comparisons are made with periods above to know the performance obtained by the managers and coordinators of the bank. Not However, most of the bank's filings are not carried out with due procedure, since the bank managers sometimes omit any document for the request of the product and this delays the process since it must go through several areas to be corrected or verified, that is, the documentation is legible, without studs and is complete. The bank is strict with its regulations, so they seek daily improvement of this problem, From the Metrics area, reports are prepared that reflect the indicators and the figures of the Bank; starting from there to show the shortcomings of the bank's managers in the country, the report that is carried out defines the total number of filings that the bank carries out and in a percentage how many of them are poorly executed, which will be called documentary return. This indicator is high for the bank, which does not allow for a 100% performance despite having a good part of the market in Colombia, what is sought is to improve this indicator encouraging the systematization of processes, that is, in addition to knowing the number of those returns, that the report shows exactly the reason, in other words get to know What document was missing or what was the error in it.