This thesis makes an analysis on the use of the management model LEAN and how it has influenced the satisfaction of customers and users of BCP Agency Wholesale Market, in order to know which factors influence the development of our quality of care for customer satisfaction. It is known that the Banco de Credito Del Peru applies the technique of measuring quality through surveys its customers since 2013, to measure the level of satisfaction with the quality of customer care in all business segments of the bank. Regarding the results of the surveys customers of Banco de Credito Del Peru (BCP) in the agency BCP Wholesale Market, it was obtained as a general value of 85% (100), which indicates greater satisfaction customer in terms of satisfaction as an agency. It is also managed-successful now through the 4 axes set by the bank, with efficient growth of 93.8%, the customer improved signific...