Business Process Reengineering and Performance Improvement in the Bank

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Business process reengineering and Performance improvement in the

Bank

Yakut Rumani Sultan Yakut Rumani Sultan

Email:yakut.sultan@firststepresearch.com Email:yakut.sultan@firststepresearch.com

INTRODUCTION INTRODUCTION

In recent years, the importance of the Business process reengineering (BPR) has increased In recent years, the importance of the Business process reengineering (BPR) has increased dramatically. Service providers now have different and efficient option/channel to provide dramatically. Service providers now have different and efficient option/channel to provide better product and services as per customer’s requirements. Another advantage has been better product and services as per customer’s requirements. Another advantage has been arises to the customer to choose different and better product/services. The demand of arises to the customer to choose different and better product/services. The demand of better product and services by the customers have became competitive, that led companies better product and services by the customers have became competitive, that led companies to transform their business by adopting reengineering process to improve and redesign to transform their business by adopting reengineering process to improve and redesign their business process to stay competitive .

their business process to stay competitive .

However, the demand of BPR tools and techniques for implementing BPR projects However, the demand of BPR tools and techniques for implementing BPR projects (Kettinger

(Kettinger et al et al ., 1997) have been increased due to continue growing demand of business., 1997) have been increased due to continue growing demand of business process improvements. In this way, BPR methodologies have became complex and process improvements. In this way, BPR methodologies have became complex and increased confusion among BPR implementation specialist about right or suitable increased confusion among BPR implementation specialist about right or suitable methods/approach. This led to increase failure rate in many BPR Projects due to lack of methods/approach. This led to increase failure rate in many BPR Projects due to lack of proper deal on BPR methods.

proper deal on BPR methods.

The previous study has been examines that how organization move towards BPR process The previous study has been examines that how organization move towards BPR process and about the BPR principles (Hammer and Champy, 1993; Kettinger and Grover, 1995; and about the BPR principles (Hammer and Champy, 1993; Kettinger and Grover, 1995; Harkness

Harkness et al et al ., 1996). Although, there is no difference among the BPR projects in terms of ., 1996). Although, there is no difference among the BPR projects in terms of general principles associated with BPR projects in

general principles associated with BPR projects in different organization.different organization.

According to a study examined by Kettinger et al. (1997), the characteristics of BPR According to a study examined by Kettinger et al. (1997), the characteristics of BPR projects and the methodologies are different according to nature of projects. This study projects and the methodologies are different according to nature of projects. This study examined the selection of best BPR methods/approach for financial institutions and also examined the selection of best BPR methods/approach for financial institutions and also attempted to provide strategic guide to financial institutions in terms of BPR projects to attempted to provide strategic guide to financial institutions in terms of BPR projects to increase efficiency and profitability.

increase efficiency and profitability. BPR MODEL

BPR MODEL

The BPR model is to increase efficiency and performance of the business process rapidly. The BPR model is to increase efficiency and performance of the business process rapidly. The objective of BPR in the bank could be to increase the insight about the several The objective of BPR in the bank could be to increase the insight about the several important factors:

important factors:



 Why organization requires reengineer? ;Why organization requires reengineer? ;



 What would be reengineering and what not? ;What would be reengineering and what not? ;



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We will briefly focus on each of these key elements, and then turn to their impact on We will briefly focus on each of these key elements, and then turn to their impact on reengineering.

reengineering.

Why organization requires reengineer?

There are various business reasons behind organizational reengineering. First, increasing There are various business reasons behind organizational reengineering. First, increasing business problem due to hefty gap between actual and forecast result. Sometimes, this kind business problem due to hefty gap between actual and forecast result. Sometimes, this kind of problem can be explained by management as a business process performance problems of problem can be explained by management as a business process performance problems and prospects as well. This explanation provides a fundamental view of the process and prospects as well. This explanation provides a fundamental view of the process transformation and hence explaining the problem and improving the business result as transformation and hence explaining the problem and improving the business result as well.

well.

What would be reengineering and what not?

Hammer (1990) explained that “Reengineering is rethinking work”. So, we can say that Hammer (1990) explained that “Reengineering is rethinking work”. So, we can say that elementary rethinking and change of an incorporated set of business process is called elementary rethinking and change of an incorporated set of business process is called reengineering. In banks, implementation of reengineering does not requires only a redesign reengineering. In banks, implementation of reengineering does not requires only a redesign of business processes but also assessing and redesigning of the IT and organizational of business processes but also assessing and redesigning of the IT and organizational infrastructure, which support these business process. It can be based on two established set infrastructure, which support these business process. It can be based on two established set problem solving techniques; analytical and creativity. In the banking environment, problem solving techniques; analytical and creativity. In the banking environment, researcher believes that the best result can be achieved by considering both techniques researcher believes that the best result can be achieved by considering both techniques simultaneously. The reengineering model of the bank can be analyzed as shown below in simultaneously. The reengineering model of the bank can be analyzed as shown below in Table 1.

Table 1.

How process improvement is different from

How process improvement is different from reengineering?reengineering?

Business Process Improvement can be categories into three

Business Process Improvement can be categories into three as below:as below:

Quick hits: This provides profit opportunities quickly with low risk and fewer Quick hits: This provides profit opportunities quickly with low risk and fewer efforts.

efforts.

Incremental improvement: It provides a significant business result by delivering Incremental improvement: It provides a significant business result by delivering small degree of process changes in performance gap.

small degree of process changes in performance gap.

Reengineering: This provides remarkable change in business result by Reengineering: This provides remarkable change in business result by demonstrating innovative thinking. So we can say that reengineering is a change in demonstrating innovative thinking. So we can say that reengineering is a change in business structure followed by process transformation.

business structure followed by process transformation.

In context of reengineering, process is the important key to understand or consider. It can In context of reengineering, process is the important key to understand or consider. It can be define (Figure 1) in banks, a series of business activities that involved as an input, be define (Figure 1) in banks, a series of business activities that involved as an input, adding significant value into

adding significant value into the input process and produce outcomes for the input process and produce outcomes for the end customerthe end customer or the user. We can also differentiate reengineering from other kind of business process or the user. We can also differentiate reengineering from other kind of business process (Table 2).

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Phased approach to BPR

In developing the bank’s methodology during BPR

In developing the bank’s methodology during BPR establishment, Bank management canestablishment, Bank management can appoint consulting companies. Customized business transformation methodology can be appoint consulting companies. Customized business transformation methodology can be provide to the bank by the consulting companies and could provide methodological provide to the bank by the consulting companies and could provide methodological application training to the BPR staff.

application training to the BPR staff.

The methodology can be categories into four phases: The methodology can be categories into four phases:

1.

1. Energize;Energize; 2.

2. Focus;Focus; 3.

3. Invent; andInvent; and 4.

4. Launch.Launch.

Table 1: Summary of the Bank’s Model Table 1: Summary of the Bank’s Model It

It is is not not . . . Although Although . . . . ..

Downsizing

Downsizing Jobs Jobs are are often often eliminatedeliminated

Reorganizing

Reorganizing Structures Structures are are changedchanged

Functional

Functional fixes fixes Functions Functions operate operate betterbetter A

A big big technology technology project project Technology Technology is is criticalcritical Figure 1: Bank’s Approach

Figure 1: Bank’s Approach

Output

Process

Input

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1.

1. Energize Energize

Mobilizing for action could be describe a first phase of reengineering. This phase involves Mobilizing for action could be describe a first phase of reengineering. This phase involves with executive sponsorship, establishment of project team, draft of project plan and with executive sponsorship, establishment of project team, draft of project plan and communications and then management commitment to initiate the project. It is very communications and then management commitment to initiate the project. It is very important to determine the commitment level of the senior management during this phase. important to determine the commitment level of the senior management during this phase. The latitude of the project should be extensive within the framework established by The latitude of the project should be extensive within the framework established by executive vision and targets. Energize phase deliverables include:

executive vision and targets. Energize phase deliverables include: (1) Credible case for action

(1) Credible case for action – – a high level document developed to communicate whya high level document developed to communicate why reengineering is needed.

reengineering is needed. (2)

(2)Establishment of project team and organization;Establishment of project team and organization; (3) Project plans

(3) Project plans – – i.e. key activities, dependencies, and i.e. key activities, dependencies, and milestones.milestones. (4) Communication plans

(4) Communication plans – – i.e. project progress, milestones, and issues are to bei.e. project progress, milestones, and issues are to be communicated. Channels, frequency and audience of the communications are identified. communicated. Channels, frequency and audience of the communications are identified.

Table 2 :

Table 2 : Three categories of business process improvementThree categories of business process improvement

Attributes

Case or cause for action

Degree of change Degree of change required required Goals Goals Senior management’s Senior management’s commitment commitment

Quick hits

Obvious Obvious Minor Minor Immediate improvements Immediate improvements Decision point Decision point

Incremental

improvement

Necessary Necessary Minor Minor

Small scale improvements

Minor involvement Minor involvement

Reengineering

Compelling Compelling Significant improvements Significant improvements Major involvement; Major involvement; intensive throughout intensive throughout Dramatic Dramatic

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2.

2. FocusFocus

``As-``As-is’’ environment can be analyzedis’’ environment can be analyzed in this phase. A danger frequently encountered by projectin this phase. A danger frequently encountered by project teams is a tendency to spend too much time analyzing the current process, organization, and the teams is a tendency to spend too much time analyzing the current process, organization, and the financial and technology components under review.

financial and technology components under review. In the Bank’s methodology, the focus

In the Bank’s methodology, the focus phase deliverables include:phase deliverables include:



 Current process diagnosisCurrent process diagnosis – – an assessment of the ``as-an assessment of the ``as-is’’ process performance, businessis’’ process performance, business and customer context.

and customer context.



 Entry points – Entry points – characteristics of the current business environment that can be changed,characteristics of the current business environment that can be changed, built-upon, or expanded during the invent phase. This includes aspects of the as-is built-upon, or expanded during the invent phase. This includes aspects of the as-is process and process context where reengineering change will create the most benefit. process and process context where reengineering change will create the most benefit.



 Quick hits – Quick hits – process improvement ideas that can be quicklyprocess improvement ideas that can be quickly



 Implemented.Implemented.

The approach for this phase of the project is hypothesis driven (Figure 2). Hypothesis-based The approach for this phase of the project is hypothesis driven (Figure 2). Hypothesis-based problem solving is effective in defining objectives and solving problems. The project team problem solving is effective in defining objectives and solving problems. The project team develops a series of hypotheses to be proved or disproved during the focus phase analysis. This develops a series of hypotheses to be proved or disproved during the focus phase analysis. This is accomplished by assessing issues, gathering data, testing the data, and developing conclusions. is accomplished by assessing issues, gathering data, testing the data, and developing conclusions. The process of determining business context described above assumes that businesses compete in The process of determining business context described above assumes that businesses compete in three major ways

three major ways – – cost, value or competence. Through a series of management and staff cost, value or competence. Through a series of management and staff interviews, BPR determines how each of these components is viewed from the business interviews, BPR determines how each of these components is viewed from the business perspective:

perspective: Cost

Cost . The product or service is seen in terms of cost (e.g. electricity), not functionality or. The product or service is seen in terms of cost (e.g. electricity), not functionality or value.

value. Value

Value. The product or service is differentiated in terms of functionality, (e.g. higher. The product or service is differentiated in terms of functionality, (e.g. higher reliability, more functionality

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Figure 2.

Figure 2. Hypothesis driven approach of the focus Hypothesis driven approach of the focus phasephase

Source:

Source: Shin and JamellaShin and Jamella,, Business Process Management Journal, Vol. 8 Business Process Management Journal, Vol. 8 No. 4, 2002, pp. 351-363.No. 4, 2002, pp. 351-363.

Competence

Competence. The product/service is seen as a unique offering with highly enhanced value. The product/service is seen as a unique offering with highly enhanced value (e.g. jewelry, watches, special surgical procedures).

(e.g. jewelry, watches, special surgical procedures).

There is also a need to understand the process from the customers’ perspective. Different There is also a need to understand the process from the customers’ perspective. Different customer segments may value different products or services. What the reengineering team seeks customer segments may value different products or services. What the reengineering team seeks to learn is:

to learn is:



 How customers see us?;How customers see us?;



 Willingness to pay for value-added services;Willingness to pay for value-added services;



 What they want us to change?;What they want us to change?;



 How our processes link with theirs;How our processes link with theirs;



 What our competitors do better than we do?.What our competitors do better than we do?.

A major aspect of the focus phase is the simultaneous assessment of the process, organization, A major aspect of the focus phase is the simultaneous assessment of the process, organization, financial and information technology components:

financial and information technology components: (1)

(1) Process assessment Process assessment . Each facet of the end-to-end process is analyzed in detail. Process maps. Each facet of the end-to-end process is analyzed in detail. Process maps (in the form of workflows) are developed, financial and production data are gathered, (in the form of workflows) are developed, financial and production data are gathered, activity-based costing information is analyzed, and automated simulations are frequently performed. The based costing information is analyzed, and automated simulations are frequently performed. The goal is to identify high-level process improvement opportunities.

goal is to identify high-level process improvement opportunities. These improvement opportunities may produce a

These improvement opportunities may produce a series of ``quick hits’’. Quick hits are importantseries of ``quick hits’’. Quick hits are important in this early stage to generate and maintain project momentum, demonstrate results, and bring in this early stage to generate and maintain project momentum, demonstrate results, and bring early gains to the process.

early gains to the process. (2)

(2) Organization assessment Organization assessment . During the focus phase, it is important to assess organizational. During the focus phase, it is important to assess organizational design issues that may arise. These may include such areas as organization mapping, spans of design issues that may arise. These may include such areas as organization mapping, spans of control, staff skills and training, morale, and productivity among others. Figure 3 indicates the control, staff skills and training, morale, and productivity among others. Figure 3 indicates the

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view of the organization from a reengineering perspective. The figure demonstrates how in a view of the organization from a reengineering perspective. The figure demonstrates how in a reengineering initiative, the organization is viewed across functions rather than within a reengineering initiative, the organization is viewed across functions rather than within a department or business unit.

department or business unit.

Focus Phase: Organization Assessment

Why assess the

organization?

Organizational design issues often arise in conjunction with business process

reengineering.

Traditional Functional

Traditional Functional Organization

Organization

Source:

Source: Shin and JamellaShin and Jamella,, Business Process Management Journal, Vol. 8 Business Process Management Journal, Vol. 8 No. 4, 2002, pp. 351-363.No. 4, 2002, pp. 351-363.

3) Financial assessment. The purpose of the financial assessment is to understand the situation 3) Financial assessment. The purpose of the financial assessment is to understand the situation from a financial/business perspective. This involves an evaluation of the competition, collecting from a financial/business perspective. This involves an evaluation of the competition, collecting costing and processing data, and creating an activity based costing (ABC) model. This costing and processing data, and creating an activity based costing (ABC) model. This assessment allows planners to decide what needs to be changed (i.e. to combine the ABC results assessment allows planners to decide what needs to be changed (i.e. to combine the ABC results with customer needs and wants and with other phases of the assessment process). At bank this with customer needs and wants and with other phases of the assessment process). At bank this may include running a simulation of the as-is data to discover bottlenecks and value add/ may include running a simulation of the as-is data to discover bottlenecks and value add/ non-value-add steps in the process.

value-add steps in the process.

Ultimately, it is the application and ongoing measurement of these changes that demonstrate the Ultimately, it is the application and ongoing measurement of these changes that demonstrate the value of implementing a redesigned process.

value of implementing a redesigned process.

(4) Information technology assessment. During the IT assessment, a IT scan is conducted to (4) Information technology assessment. During the IT assessment, a IT scan is conducted to identify current or emerging information technologies that might impact existing processes. The identify current or emerging information technologies that might impact existing processes. The objective is to identify information technologies that will provide significant business value. This objective is to identify information technologies that will provide significant business value. This may include:

may include:



 Establishing the value of the new information technologies;Establishing the value of the new information technologies;



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

 Identifying high-value/low-readiness information technologies and to monitor and defineIdentifying high-value/low-readiness information technologies and to monitor and define the factor(s) which would improve the readiness level;

the factor(s) which would improve the readiness level;



 Identifying low-value information technologies and eliminating them from consideration.Identifying low-value information technologies and eliminating them from consideration. The result of this analysis and assessment is a report outlining the opportunities for The result of this analysis and assessment is a report outlining the opportunities for reengineering.

reengineering. 3.

3. InventInvent

The invent phase begins by determining what the redesigned business system should look like The invent phase begins by determining what the redesigned business system should look like – – and why. Typically, about 40 per cent of total project time is allocated to this phase. As shown in and why. Typically, about 40 per cent of total project time is allocated to this phase. As shown in Figure 4, the redesigned business system results from the future process design, with Figure 4, the redesigned business system results from the future process design, with consideration for the technology and organizational impacts.

consideration for the technology and organizational impacts.

An effective process redesign is characterized by two key components: An effective process redesign is characterized by two key components: (1) responsiveness to executive goals; and

(1) responsiveness to executive goals; and (2) a fundamental rethinking how work is done. (2) a fundamental rethinking how work is done.

The process begins by envisioning the future state process design. This provides a compelling The process begins by envisioning the future state process design. This provides a compelling view of how business should be done in the future.

view of how business should be done in the future. This vision is:

This vision is:

(1) Characterized by: (1) Characterized by:



 a time dimension;a time dimension;



 beliefs and values surrounding ``life in the fut beliefs and values surrounding ``life in the future’’;ure’’;



 models and metaphors describing the way the process should work.models and metaphors describing the way the process should work. (2) Bounded by:

(2) Bounded by:



 financial limitations;financial limitations;



 technological capability;technological capability;



 certainty of the future;certainty of the future;



 social norms.social norms.

What should the redesigned business system look like and why? What should the redesigned business system look like and why?

Figure 4.

Figure 4. The invent phaseThe invent phase

Source:

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The typical process in the bank methodology calls for identifying a series of steps leading to the The typical process in the bank methodology calls for identifying a series of steps leading to the future state of the redesign and may include some or all of the following:

future state of the redesign and may include some or all of the following:



 brainstorm new ideas;brainstorm new ideas;



 creativity;creativity;



 paradigm busters;paradigm busters;



 invert existing rules;invert existing rules;



 organizational rules;organizational rules;



 technology enablers;technology enablers;



 divergent thinking;divergent thinking;



 obtaining customer views (internal and external);obtaining customer views (internal and external);



 benchmark best practice performance and identify business systems.benchmark best practice performance and identify business systems. 4.

4. Launch Launch

The launch phase represents the culmination of the process and begins to draw the roadmap to The launch phase represents the culmination of the process and begins to draw the roadmap to implementation. About 20 per cent of the project life cycle is allocated for this phase of the implementation. About 20 per cent of the project life cycle is allocated for this phase of the project. In the early stages, it serves to identify tangible benefits (e.g. impact on income/expense, project. In the early stages, it serves to identify tangible benefits (e.g. impact on income/expense, market share, the realization of strategic opportunities, and financial metrics) and intangible market share, the realization of strategic opportunities, and financial metrics) and intangible benefits (e.g. customer satisfaction, competitive advantage, employee satisfaction, improved benefits (e.g. customer satisfaction, competitive advantage, employee satisfaction, improved community relations).

community relations). Banking BPR projects:

Banking BPR projects:

Name and address reengineering Name and address reengineering

BPR reengineered the name and address change process to foster the brand promise of ``one and BPR reengineered the name and address change process to foster the brand promise of ``one and done’’

done’’ in most of the bank. Bank in most of the bank. Bank ’s BPR team’s BPR team could develop a redesigned process modelcould develop a redesigned process model modifying the existing technology architecture. The benefits of implementing the new model modifying the existing technology architecture. The benefits of implementing the new model included:

included:



 accepting customer requests at any point or means of contact;accepting customer requests at any point or means of contact;



 eliminating multiple calls by customers, reducing call center volume;eliminating multiple calls by customers, reducing call center volume;



 supporting the ``one and done’’ concept bsupporting the ``one and done’’ concept b y automatically updating eachy automatically updating each



 account as requested by the customer;account as requested by the customer;



 Eliminating duplicate data entry and potential errors.Eliminating duplicate data entry and potential errors. E-funds disbursement card

E-funds disbursement card

This includes a highly flexible platform that allows customization of a number of card products This includes a highly flexible platform that allows customization of a number of card products (payroll, T&E, gift cards, stored value disaster relief, petty cash, to name a few), unlimited scale, (payroll, T&E, gift cards, stored value disaster relief, petty cash, to name a few), unlimited scale, mass account opening via multi-media by commercial customers, and flexible reporting and mass account opening via multi-media by commercial customers, and flexible reporting and funding mechanisms.

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Branch cash management Branch cash management

The branch and ATM channel at bank must maintain sufficient cash levels to service consumer The branch and ATM channel at bank must maintain sufficient cash levels to service consumer and commercial customers. There was no automated method of predicting cash requirements for and commercial customers. There was no automated method of predicting cash requirements for these channels, and an opportunity presented itself to improve interest income by reducing cash these channels, and an opportunity presented itself to improve interest income by reducing cash levels. BPR played as a useful tool to develop cash tracking models for branches and ATMs. levels. BPR played as a useful tool to develop cash tracking models for branches and ATMs. Service charge reengineering

Service charge reengineering

Prior to the reengineering initiative in this area, refunds for service charges were manually Prior to the reengineering initiative in this area, refunds for service charges were manually recorded in the Branch network and faxed to the back-office for processing in most of the bank recorded in the Branch network and faxed to the back-office for processing in most of the bank but BPR approach replaced the existing procedures.

but BPR approach replaced the existing procedures. Retail funds transfer reengineering

Retail funds transfer reengineering

In this reengineering initiative, the retail funds transfer process was fully assessed, and a number In this reengineering initiative, the retail funds transfer process was fully assessed, and a number of key recommendations implemented. Real-time processing by customers at points of contact of key recommendations implemented. Real-time processing by customers at points of contact replaced manual intervention in back-office areas for the vast majority of recurring funds transfer replaced manual intervention in back-office areas for the vast majority of recurring funds transfer requests.

requests.

Centralized account holds and levies Centralized account holds and levies

The centralized holds and levies department plays a critical role in ensuring the

The centralized holds and levies department plays a critical role in ensuring the bank’s bank’s legallegal compliance with the handling and processing of levies and other money judgment documents. compliance with the handling and processing of levies and other money judgment documents. BPR reengineered the process of receiving and processing legal documents from attorneys and BPR reengineered the process of receiving and processing legal documents from attorneys and local, state and federal agencies. A major outcome of this initiative was improved service quality local, state and federal agencies. A major outcome of this initiative was improved service quality and reduced loss exposure through enhanced cooperation with collection attorneys and and reduced loss exposure through enhanced cooperation with collection attorneys and government agencies.

government agencies. Conclusion

Conclusion

While there are some similarities in how firms approach reengineering, each firm should tailor While there are some similarities in how firms approach reengineering, each firm should tailor its BPR efforts to satisfy its unique organizational conditions, rather than following a universal its BPR efforts to satisfy its unique organizational conditions, rather than following a universal approach (Kettinger

approach (Kettinger et alet al., 1997). BPR projects require different approaches depending on their., 1997). BPR projects require different approaches depending on their characteristics. Although a number of BPR principles and methodologies have been identified by characteristics. Although a number of BPR principles and methodologies have been identified by previous research, there have been relatively few works analyzing BPR methods best suited for previous research, there have been relatively few works analyzing BPR methods best suited for specific organizational contexts.

specific organizational contexts.

By examining the BPR projects implemented at Banking Institutions, this study provides By examining the BPR projects implemented at Banking Institutions, this study provides guidelines for BPR projects in financial institutions with a similar organizational context.

guidelines for BPR projects in financial institutions with a similar organizational context. Bank’sBank’s BPR projects include four phases that encompass a wide scope of activities. This study improves BPR projects include four phases that encompass a wide scope of activities. This study improves our understanding of BPR by describing and analyzing the major phases and associated activities our understanding of BPR by describing and analyzing the major phases and associated activities conducted in reengineering.

conducted in reengineering.

According to Peter Carter and Hammer, M. and Champy, C. (1993), successful reengineering According to Peter Carter and Hammer, M. and Champy, C. (1993), successful reengineering efforts ultimately lead to business transformation to improve cost, services and speed. New efforts ultimately lead to business transformation to improve cost, services and speed. New

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products, services and customer services appear in the form of improved information flows. products, services and customer services appear in the form of improved information flows. These enhanced options and features may produce new business opportunities for the Banks. These enhanced options and features may produce new business opportunities for the Banks.

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