Developing a framework for enhancing strategic performance by applying lean service: an empirical study of the Jordanian commercial banking sector

Abstract

The research focused on enhancing banks' strategic performance through applying lean services in commercial bank branches, with particular reference to the housing loan process. The main issue it resolved is utilizing lean services as a holistic business strategy that extends the effect of lean out of the operational performance limits. This required developing a framework for implementing lean that links customized lean service principles, practices, and daily tools with a specific area of strategic performance through a Lean Service Strategy Map.Most of the Jordanian commercial banks were included in this case-study research, where data was collected from 24 Jordanian bank employees across three levels (Headquarter, Branch Manager, and Branch Employee), representing eight different Jordanian-origin commercial banks (62% of the population), through in-depth Semi-Structured interviews, and the support of observation to a branch from each of the eight banks. The empirical qualitative data was analyzed through text analysis, including Thematic and Content Analysis, using NVivo-12 software to facilitate the analysis process.The research specifies the 25 most important strategic performance measures for banks in Jordan, which allowed for designing a comparative strategic performance assessment tool. In addition to defining the customized banks' L.S. (Lean Service) Principles, practices, and tools used to enhance each pillar of Strategic performance. Moreover, the results specified the lean service implementation success factors, sequence of activities, change-management practices and services capes elements. The findings were utilized to develop the aimed Strategic enhancement framework through applying lean service in banks.

Date of Award	Nov 2023
Original language	English
Awarding Institution	University of Bedfordshire