A comprehensive knowledge of a company’s organizational mechanisms is a fundamental prerequisite for good management practices and effective governance, especially in the banking industry where efficiency and effectiveness have recently been becoming more and more important. This paper describes the results of a practical experience of business process improvement and change. The business modeling approach, carried out through an agent-based model, has been applied to an operational process with the aim to reduce the overlapping of the operational phases and to improve the time-efficiency. Simulation outcomes and results are discussed.
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