Digital and lean transformation in the bank and in the financial services : the experience of Unicredit Bank

In this paper, we focus our attention on how to improve the result in bank and financial institution based on lean methodology. Based past studies, we develop a specific detailed research questions. 1) What are the strategy of digital and lean transformation in the case of Unicredit Bank? 2) What are the critical success factors of its strategy on innovation and lean management in the contest of digitalization of the service? The aim of the paper is to answer to these the questions. It gives a unique description of the implementation of improvement of the processes in the case of Unicredit Bank. To our knowledge, before of this work, in international literature there is a lack of study on the digital and lean transformation in Unicredit Bank. The principal successful factors are summered up: lean methodology integrated with digitalization have an increasing importance for improving the performance of bank.