Customer Service Improvement in a Cooperative Credit Department Using the PDCA (PHVA) Cycle and Process Simulation

Choy A.; Solano F.; Martel P.; Quijandría D.; Vicuña S.; García J. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2026) · DOI: 10.18687/laccei2026.1.1.732

Resumen

Customer service is a key factor in the sustainability of credit unions, especially in the context of growing competition and accelerating digital transformation. Therefore, this study analyzes the impact of implementing the PDCA cycle (Plan-Do-Check-Act) on reducing wait times for service in the credit department of a Peruvian credit union during 2023. This is a quasi-experimental design with pre- and post-intervention measurements, primarily quantitative and based on operational records, supplemented by structured interviews with staff. The intervention was also verified through process simulation (AS-IS vs. TO-BE). The results show an approximate 30% reduction in service times, a 25% decrease in appointment scheduling errors, and a 15% improvement in member satisfaction; furthermore, the economic-financial evaluation shows a favorable NPV, an IRR higher than the opportunity cost of capital, and a payback period of less than 12 months. The conclusion is that the ABC cycle is an effective and replicable tool for strengthening operational efficiency and service quality in credit unions.

Instituciones: Universidad ESAN