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Abstract
This study presents an integrated methodological approach combining Business Process Modeling Notation (BPMN) and mathematical simulation techniques to analyze and optimize the personal loan process at the Vietnam Bank for Agriculture and Rural Development (Agribank) - Phu Vang Branch. The research aims to design and evaluate a digitalization-based intervention strategy with objectives of enhancing operational parameters, minimizing risk variables, and optimizing customer satisfaction indices. The current (As-Is) process was modeled according to BPMN 2.0 standards, from which the “Process Digitalization” intervention scenario (Intervention Scenario 1) was developed based on process optimization principles. These models were subsequently transformed into simulation scenarios and subjected to quantitative analysis using BIMP software. Simulation results indicate that the Digitalization scenario significantly improves process performance compared to the current state. Additionally, the study conducts sensitivity analysis through simulating increased loan demand scenarios to evaluate the flexibility and adaptability of the intervention model to market fluctuations. Based on the analytical results, the research recommends that Agribank Phu Vang prioritize implementation of digitalization solutions while simultaneously preparing for market volatility. This study contributes empirical evidence regarding the effectiveness of integrated BPMN and quantitative simulation methodologies in optimizing banking and financial business processes