Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia
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| Format: | Master's thesis |
| Language: | English |
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Universiti Teknologi Malaysia
2025
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| Online Access: | https://utmik.utm.my/handle/123456789/39963 |
| Abstract | Abstract here |
| _version_ | 1854975117512146944 |
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| author | Rachael Koh Hwei Lee |
| author2 | Maizaitulaidawati Md Husin, supervisor |
| author_facet | Maizaitulaidawati Md Husin, supervisor Rachael Koh Hwei Lee |
| author_sort | Rachael Koh Hwei Lee |
| description | Not available |
| format | Master's thesis |
| id | utm-123456789-39963 |
| institution | Universiti Teknologi Malaysia |
| language | English |
| publishDate | 2025 |
| publisher | Universiti Teknologi Malaysia |
| record_format | dspace |
| record_pdf | Abstract |
| spelling | utm-123456789-399632025-08-21T14:05:39Z Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia Rachael Koh Hwei Lee Maizaitulaidawati Md Husin, supervisor Banks and banking Financial services industry Loans Not available Many functions in a business are less efficient than ideal, resulting in increased expenses as well as the loss of valuable opportunities. In the banking industry, even the smallest shifts in operating efficiency can have a significant impact on operating profits. In order to keep operating costs low, banks should focus on improving the efficiency of their operations. This action research aims to identify the operational gaps contributing to the high rework rate for personal lending applications to the credit underwriting team and the branches. This research also sought to implement loan process improvement ideas to optimize lending practices and recommended the process standardization as an intervention to improve operational efficiency for the personal lending process in Bank Z. Lean Six Sigma methodology and the DMAIC model (Define, Measure, Analyse, Improve and Control) were used to develop interventions in this study. The research methodology uses a full qualitative approach by referring to the focus group discussion data and secondary data from various internal management information reports to support the findings. Thematic and comparative analyses were used to interpret and analyse the findings. The reflection gained from this action research is that operational efficiency has significantly improved the persona lending submission process, reduced the rework rate, and improved process turn-around-time (TAT) and service-level-agreement (SLA). Future researchers are recommended to further examine the credit card process efficiency in the Malaysian banking sector and the banks' future intervention prospects by adopting integrated solutions to maximize business opportunities. ezathulimma UTM 87 p. Thesis (Master of Business Administration) (Strategic Management) - Universiti Teknologi Malaysia, 2022 2025-03-06T06:06:26Z 2025-03-06T06:06:26Z 2022 Master's thesis https://utmik.utm.my/handle/123456789/39963 vital:153230 valet-20230914-131513 ENG Closed Access UTM Draft Unpublished Completion application/pdf Universiti Teknologi Malaysia |
| spellingShingle | Banks and banking Financial services industry Loans Rachael Koh Hwei Lee Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| thesis_level | Master |
| title | Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| title_full | Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| title_fullStr | Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| title_full_unstemmed | Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| title_short | Improvement of operating efficiency for personal lending applications in the underwriting services team of Bank Z Malaysia |
| title_sort | improvement of operating efficiency for personal lending applications in the underwriting services team of bank z malaysia |
| topic | Banks and banking Financial services industry Loans |
| url | https://utmik.utm.my/handle/123456789/39963 |
| work_keys_str_mv | AT rachaelkohhweilee improvementofoperatingefficiencyforpersonallendingapplicationsintheunderwritingservicesteamofbankzmalaysia |