Business Process Reengineering in Commercia Banks- a Case Study of Andhra Bank

Abstract

Competition, globalization and infonnation technology gave rise to serious transformation in the world of business and most importantly the customers' needs, choices, preferences and awareness have become an important factor in the process of transformation. Business Process Reengineering ( BPR) is a "transfomiation" as opposed to 'change' that alters the basic rhythm and character of the organization. In the banking sector, High - technology banking via information technology is revolutionizing the relationship between customers and financial institutions emphasizing re-engineering. The purpose of this paper is to examine the role and impact of BPR for which Two structured Questionnaires are designed. The data was analysed basing on results developed by SPSS software. The findings are (I) the prime objective of BPR in Andhra Bank was to reduce the process time in business operations and to strengthen the bank, (2) the customers and employees favoured implementation of BPR. It can be concluded that BPR as it is practiced is understood in the narrow sense as a mere "P gradation of technology. Any change in technology should be accompanied by change in human attitude and values as BPR is not a one-time solution rather it is a continuous process of screening and re-engineering to bring about excellence in the service delivery to stakeholders.