The impact of business process reengineering on the management of customer services: an empirical study among Nigerian banks

2012 ◽  
Vol 4 (3) ◽  
pp. 137
Author(s):  
Olawumi Dele Awolusi
Keyword(s):  
Empirical Study ◽  
Business Process ◽  
Business Process Reengineering ◽  
Process Reengineering ◽  
Customer Services ◽  
The Impact

The Impact of Business Process Reengineering Interventions - A Case Study of State Bank of India

2017 ◽  
Vol 8 (2) ◽  
pp. 36
Author(s):  
Swati Mathur ◽  
P. N. Asthana
Keyword(s):  
Information Technology ◽  
Business Process ◽  
Business Process Reengineering ◽  
Banking Industry ◽  
Cost Effective ◽  
Process Reengineering ◽  
Efficiency And Effectiveness ◽  
Fierce Competition ◽  
Broad Objective ◽  
The Impact

With the emergence of global players, the Indian banking industry is facing fierce competition not only at its homeland but also with the international market. Due to continuous changes taking place in information technology, preferences of customers and competition, there is a need to redefine the mission objectives and process of the organization, so that the efficiency and effectiveness of the organization can be improved. While State Bank of India continues to dominate the Indian banking industry and its profits continue to grow, it is coming under increasing competitive pressure. The flattening of the world as a result of networking, information technology and globalization, necessitates SBI to bring out the drastic change in its procedural activities and redesign its business process. Business Process Reengineering aims at making the processes to be focused on producing the desired results. It also aims to be efficient by optimally using the available resources, to be cost effective by minimizing overall costs and should be adaptable by being able to adapt the changing customer and business needs. The present study focuses on business process reengineering interventions implemented in State Bank of India and the changes in the organization structure with special emphasis on Agra branches. The broad objective of the study was to relate the concept of Business Process Reengineering as a tool to enhance the competitive strength of State Bank of India and to improve its functioning to a world class level.

scholarly journals METHODICAL APPROACHES TO BUSINESS PROCESSES REENGINEERING AT MODERN ENTERPRISES

2018 ◽  
Vol 4 (4) ◽  
pp. 151-158
Author(s):  
Viktoriia Kyfyak ◽  
Yurii Lopatynskyi
Keyword(s):  
Business Process ◽  
Business Processes ◽  
Business Process Reengineering ◽  
Methodological Approach ◽  
World Market ◽  
Scientific Development ◽  
Process Reengineering ◽  
Practical Implementation ◽  
Economic Modelling ◽  
The Impact

The research task is the improvement of scientific principles and development of a methodical approach to the modelling of enterprises’ development scenarios that apply business process reengineering in order to increase the level of competitiveness. The urgency of the research. The relevance of further researches is determined by the fact that the practical implementation of scientific approaches in Ukraine has not become popular, and the aspects of business process reengineering have been implemented only fragmentarily. Target setting. The development and discussions of procedural, systemic, and synergetic approaches to enterprise development have determined the concept of business process reengineering. Therefore, the further development of methodical principles for the realization of business process reengineering in the practice of business management is urgent and relevant. Uninvestigated parts of general matters defining. The justification of the expediency of using the tools for business process reengineering through the modelling of the future results at Ukrainian enterprises requires further scientific development. Materials and methods. The historical-evolutionary method was used to investigate the essence and origin of the category of reengineering and to distinguish its main features. By means of analysis and synthesis, the conceptual bases of business processes reengineering are determined. Implementation of complex, systemic, and synergetic approaches as a basis for application of business process reengineering allowed developing a modelling methodology for forecasting scenarios of the level of competitiveness of a business unit. The application of a systematic approach is reflected in the consideration of the impact of external and internal factors on the enterprise, complex factor – in combination of factors with the criteria of the enterprises managing that are able to compete in the world market, as well as the application of method at different levels – macro, meso, and micro. Methods of economic modelling and forecasting were used for forming a model of forecasting of the level of enterprise competitiveness. Results. The main features are segregated and a method for modelling of the results of its implementation is formulated. The algorithm of modelling of development scenario as a result of the application of reengineering is developed. A model for predicting of the level of competitiveness for the Ukrainian economy is constructed as well. Practical implications. The brilliant examples of corporations that received the “second breath” as a result of the introduction and reengineering of processes were General Electric, Toyota and Chrysler, Kodak, Siemens Nixdorf Service, IBM Credit. The proposed methodological approach can be applied by enterprises to predict the level of competitiveness of an enterprise as a result of the introduction of business process reengineering, depending on possible costs and target commodity output. Value/originality. Such a method of forecasting the competitiveness of an enterprise as a result of business process reengineering is important and can be used to predict the level of competitiveness at all levels of management.

REENGINEERING OF BUSINESS PROCESSES IN THE FORMATION OF MARKETING AND LOGISTICS ACTIVITY OF INTEGRATED ENTERPRISES

2019 ◽  
Vol 4 (4) ◽  
pp. 402-410
Author(s):  
Oleksandra Mandych ◽  
Natalia Babko ◽  
Sofia Spivak
Keyword(s):  
Business Process ◽  
Management System ◽  
Business Processes ◽  
Business Process Reengineering ◽  
Internal Marketing ◽  
Maximum Effect ◽  
Process Reengineering ◽  
Target Market ◽  
Logistics System ◽  
The Impact

The article investigates the issues of business process reengineering of integrated enterprises. It is determined that the impact on the efficiency of market activities is associated with the use of marketing and logistics tools. The newest management systems will allow to combine functions (production and commercial) in the strategies for achievement of the maximum effect at positioning of the integrated enterprises in various markets. It is proved that the formation of the management system of an integrated enterprise should take place on the basis of system, complexity, integrity and unity. It has been identified that the issues of partnership marketing become especially important in the application of the marketing and logistics system and in the entry of the integrated enterprise into the target market. The main factors of influence and factors of customer-oriented management formation at the enterprises are presented. It is determined that business process reengineering requires the development of a combined internal marketing and logistics system in accordance with changes in the market environment. It is outlined that marketing logistics should be formed in order to get the best results in the management system of integrated enterprises. The necessity of using marketing through two-vector understanding, and logistics – in a broader management area is proved. Marketing logistics takes into account all the features of production and commercial activities of integrated enterprises. It is presented that the concept of marketing and logistics management in the process of reengineering the business processes of integrated enterprises will have its own functionality. The defined set of functions is a combination of marketing and logistics. The need to involve the tools of partnership marketing has been identified in the reengineering of integrated enterprises due to the peculiarities of production and commercial components of their activities. It is proved that the combination of the main activity can have target markets in different areas, so the combination of internal marketing and logistics strategies into one is a crucial stage of their effective development. Keywords: marketing, logistics, business process reengineering, integrated enterprise, marketing relations, strategies, efficiency.

Business Process Reengineering Based on Workflow Technology

2011 ◽  
Vol 474-476 ◽  
pp. 1500-1506 ◽  
Author(s):  
Huan Chun Yang
Keyword(s):  
Business Process ◽  
Process Management ◽  
Business Process Reengineering ◽  
Process Reengineering ◽  
Workflow Technology ◽  
Implementation Stages ◽  
Technology Life Cycle ◽  
And Control ◽  
The Impact ◽  
Relevant Work

Faced with the impact of increasingly demand of customers, competitions and frequent changes, the contemporary enterprises must carry out deep analysis on the traditional working and organizing ways of enterprises, fundamental rethink and thoroughly redesign the enterprise's business process, integrate a series activities of cross-functional and cross-border involved in the process from the aspect of meeting the demand of internal activities and the needs for external customers. This article first carries out analysis on the workflow technology, life cycle, Business Process Reengineering and implementation stages, concludes that workflow technology can better support all stages of Business Process Reengineering and better realize the process management and control. Finally, this article makes a detailed description on the relevant work, methods and tools of all implementation stages in Business Process Reengineering based on workflow technology.

scholarly journals Empirically assessing the impact of business process reengineering on manufacturing firms

1996 ◽  
Vol 3 (1) ◽  
pp. 8-32 ◽  
Author(s):  
Tor Guimaraes ◽  
Wendi Bond
Keyword(s):  
Business Process ◽  
Business Processes ◽  
Business Process Reengineering ◽  
Implementation Process ◽  
Value Added ◽  
Process Reengineering ◽  
Focus Attention ◽  
Business Operations ◽  
Top Managers ◽  
The Impact

While the BPR (Business Process Reengineering) concept is conceptually appealing, in pratice there are many unsuccessful cases. This study aimed to exhaustively identify and rate: the importance of factors proposed as important for successfully implementing BPR projects in organizations; the extent to which various problems and benefits are being encountered; the extent to which proposed BPR objectives are being included in project plans and are actually being derived; and the impact of BPR projects on specific business processes and on the organization as a whole. Several basic hypotheses regarding the BPR implementation process were tested. Last, based on the results, recommendations are made for managers to focus attention and resources on factors important to success, and to proceed in a fashion which minimizes the risk of failure. In general, organizations are not emphasizing some of the most important activies and tasks recommended in the BPR literature, such as changes to customer/market related business processes, the value-added element of every business activity, and others. On the average, the most commonly encountered problems while implementing BPR seem to be very difficult to address in pratice: making business mistakes under pressure to produce quick results, implementation difficulties due to communication barriers between company sub-units, the unexpected size of the required BPR effort, its disruption to business operations, and others. Based on the findings as a whole, it behooves top managers to engage in BPR projects only as a controlled experiment to strategically reposition the organization.

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