Özel bir katılım bankasında bireysel kredi sürecinin iyileştirilmesi

In today's competitive financial sector, inefficient processes can lead to customer dissatisfaction and losses. Therefore, institutions should manage and improve their processes in an optimum way with a continuous improvement strategy. This study aims to improve the individual credit process that leads to customer complaints and losses in a private participation bank in Türkiye. A detailed analysis of the current situation is conducted with Six Sigma for process improvement. Process simulations are developed with Arena and Python programs and improvement points are determined. RPA integration is suggested for document control and approval steps are organized. In addition, after the improved process simulation, 2025 values are estimated with regression using 2023 and 2024 data, and a prediction is provided by simulating 2025 with these values. When the results are examined, it is observed that especially the approval numbers increased by an average of 9% in the improved model. More than 80% decrease in processing times and more than 90% decrease in waiting times are observed. This study has a unique position in the literature with the fact that it addresses a participation bank in Türkiye and the process improvement and simulation model are used together. It also contributes to the sector by providing a model that banks can use in their process improvement efforts.