Team MembersAbdul(01) Amit (02) Ankur (03) Arti (04) Arif (05) Arnika (06) Arsha (07

)

INTRODUCTION
• The Nationalized Banks with their social obligations were having several branches but due to entrance of private and foreign banks competition had increased because they all had provided same products and services to the customers. • Therefore, they had quickly shifted their focus towards Reengineering process for increasing productivity, efficiency and profitability.

• Information Technology has basically been used two different avenues in Banking. 1. Communication and Connectivity 2. Business process Reengineering

What is a Business Process?
• A group of logically related tasks that use the firm's resources to provide customer-oriented results in support of the organization's objectives

Why Reengineer
Customers • Demanding • Sophistication • Changing Needs Competition • Local • Global Change • Technology • Customer Preferences

What is BPR?
• Reengineering is the fundamental rethinking and redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service and speed

Objectives of BPR
• In order to understand the objectives of BPR at SBH from the point of view of customers, an attempt was made to collect their responses about major objectives of BPR in commercial banks.

Level of satisfaction for BPR in banking services at SBH
• The prime objective of BPR in banks is to enhance the customer satisfaction and serve the customers effectively. • It is expected that customer’s satisfaction level increases with BPR.

CUSTOMER’S PERSEPTIONS ON OBJECTIVES OF BPR

AVERAGE TIME TAKEN FOR BANKING TRANSACTIONS BEFORE AND AFTER BPR –CUSTOMERS PERCEPTION

CUSTOMER’S PERCEPTIONS ON BENEFITS OF BPR IN BANKS
• • • • • Time Savings Fastness in services Easy payments of dues through bank Easy balance enquiry Home banking facilities

BENEFIT OF BPR IN BANKS
• • • • • • • • • • • • Time Saving Fastness in Services Home Banking Facilities Easy payments of dues through bank Transparency in facilities Better transfer of funds Easy Clearances Easy balance enquiry Round the clock services Minimizing chances of fraud Hassle free in handling of cash Improved customer services

PROBLEMS OF BPR IN BANK
• • • • • Security Machine Failures Lack of computer Increase in Service charges Loosing personal contact with bank staff • Electricity disturbances • Absence of special issues

Hypothesis Testing
• There is no relationship between age and various services (Multi service single counter, ATM, debit card service) • There is no significant relationship between gender & multiservice on single counter. • There is no significant relationship between educational qualification of the respondent & the various services.

Hypothesis 2
• There is no relationship between age and impact of BPR. • It also shows the relationship between gender of respondent& the impact of BPR. • Relationship between the knowledge of computer skills and impact of BPR on customer and on bank performance.

THANK YOU