Business Process Reengineering In Financial Service Sector Business Essay

Business Process Reengineering is a management practice that aspires to increase the efficiency of the business process. The key to BPR is perfect for organizations to look at their business techniques from a "clean slate" perspective and regulate how they can best construct these processes to improve how they carry out business.

Reengineering is a simple rethinking and radical redesign of business operations to achieve remarkable improvements in cost, quality, speed, and service. BPR combines a strategy of promoting business invention with a technique of earning major improvements to business operations so a company may become a much more robust and more lucrative competitor in the marketplace.

Re-engineering is the foundation for most recent developments in general management. Also, many recent management information systems improvements aim to combine a wide variety of business functions. Organization resource planning, source chain management, knowledge management systems, groupware and collaborative systems, Human Reference Management Systems and customer romantic relationship management systems all owe a personal debt to re-engineering theory.

Business Process Reengineering is also known as Business Process Redesign, Business Change, or Business Process Change Management.


"The fundamental rethinking and radical redesign of business techniques to achieve dramatic advancements in critical modern options of performance, such as cost, quality, service, and rate. "


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Business process reengineering (BPR) commenced as a private sector technique to help organizations fundamentally rethink that they do their work in order to dramatically improve customer support, cut functional costs, and become world-class competitors. A key stimulus for reengineering has been the continuing development and deployment of superior information systems and sites. Leading organizations have become bolder in using this technology to aid innovative business procedures, alternatively than refining current means of carrying out work.

Business process reengineering is one strategy for redesigning just how work is done to raised support the organization's mission and keep your charges down. Reengineering starts with a high-level analysis of the organization's quest, strategic goals, and customer needs. Basic questions are asked, such as "Does our mission need to be redefined? Are our tactical goals aligned with our quest? Who are our customers?" A business may find that it is operating on doubtful assumptions, especially in conditions of the desires and needs of its customers. Only after the business rethinks what it ought to be doing, can it go on to choose how best to take action.

Within the framework of the basic diagnosis of mission and goals, reengineering targets the organization's business processes-the steps and types of procedures that govern how resources are used to create products and services that meet the needs of particular customers or marketplaces.

Reengineering targets redesigning the procedure as a whole in order to attain the greatest possible benefits to the business and their customers. This drive for realizing dramatic improvements by fundamentally rethinking the way the organization's work should be done distinguishes reengineering from process improvement attempts that give attention to practical or incremental improvement

Business process reengineering is the primary manner in which organizations become more efficient and modernize. Business process reengineering transforms a business with techniques that directly impact performance.


Steps Involved with Business Process Reengineering

Develop the business enterprise eyesight and process goals: Business Process Reengineering is driving with a business perspective which signifies specific business objectives such as cost lowering, time reduction, result quality improvement, quality of work life.

Identify the techniques to be redesigned: Most companies use high- effects approach which concentrates & most important procedures or the ones that issue most with the business enterprise vision. Few number of businesses use the exhaustive procedure that attempts to recognize all the functions within an organization and the prioritize them to be able to redesigned urgency.

Understand and measure the existing process: For preventing the repeating of old blunder and for providing a baseline for future improvements.

Identity information technology (IT) levels: Knowing of IT features can and really should influence process. This is because It really is a sine qua non to the business process reengineering.

Design and Build a prototype of New Process: The particular design shouldn't be viewed as the finish of the BPR process. Rather, it should be viewed as a prototype, aligns the BPR methodology with quick delivery of results and the participation and satisfaction of customers.

The Impact of BPR on organizational performance

The two cornerstones of any group are the people and the procedures. If folks are motivated and spending so much time, yet the business operations are cumbersome and non-essential activities continue to be, organizational performance will be poor. Business Process Reengineering is the key to changing how people work. What look like trivial changes in functions can have dramatic effects on cash flow, service delivery and client satisfaction. Even the take action of documenting business functions only will typically improve organizational efficiency by 10%.

How to use a BPR project

The easiest way to map and enhance the organization's strategies is to have a top down strategy, and not embark on a project in isolation. That means

Starting with quest statements define the purpose of the organization and express what pieces it apart from others in its sector or industry.

Producing vision claims which define where the organization is certainly going, to provide a clear picture of the required future position.

Build these into a specific business strategy therefore deriving the task objectives.

Defining behaviours that will enable the organization to achieve its' seeks.

Producing key performance steps to track improvement.

Relating efficiency improvements to the culture of the organization

Identifying initiatives that will improve performance.

Once these blocks set up, the BPR exercise can begin.

Tools to Support BPR

When a BPR project is undertaken over the firm, it can require owning a massive amount of information about the techniques, data and systems. If you don't have an excellent tool to support BPR, the management of the information may become an impossible activity. The usage of a good BPR/records tool is essential in virtually any BPR task.

The types of characteristics you should look for in BPR software are

Graphical interface for fast documentation

"Object focused" technology, so that changes to data (e. g: job titles) just need to be made in one place, and the change automatically looks throughout all the organization's strategies and paperwork.

Customizable meta data domains, to enable you to include information associated with your industry, business sector or corporation in your documentation

The ability to assess the procedures against agreed international standards

The production of word documents or internet site variants of the methods at the touch of an individual button, so that the information can be easily taken care of and updated.

The software we use by choice is Protos, an extremely complete Dutch system that is translated into British. Protos fulfills all the above requirements, and so many more, and is better than any system originated in English that people have observed.

The Role of Information Technology

Information technology (IT) has historically performed an important role in the reengineering idea. It really is considered by some as a major enabler for new varieties of working and collaborating within an corporation and across organizational edges.

Early BPR books identified several so called "disruptive systems' that were supposed to test traditional wisdom about how work should be performed.

Shared directories, making information available at many places

Expert systems, allowing generalists to perform specialist tasks

Telecommunication sites, allowing organizations to be centralized and decentralized at the same time

Decision-support tools, allowing decision-making to be a part of everybody's job

Wireless data communication and lightweight pcs, allowing field personnel to work office independent

Interactive videodisk, to enter immediate connection with potential buyers

Automatic identification and traffic monitoring, allowing things to tell where these are, instead of demanding to be found

For example, Walmart wouldn't normally have had the opportunity to reengineer the processes used to procure and send out mass-market retail goods without IT.

Ford was able to decrease its headcount in the procurement team by 75% by using IT together with BPR.


BPR, if carried out properly, can provide huge profits. BPR has helped giants like Procter and Gamble Company and General Motors Corporation do well after financial drawbacks anticipated to competition. It helped American Airlines somewhat get back on track from the bad arrears that is currently haunting their business practice. BPR is approximately the proper method of implementation.

General Motors Organization

General Motors Corporation put in place a 3-year plan to combine their multiple desktop systems into one. It really is known internally as "Consistent WORK PLACE" (Booker, 1994). This reengineering process engaged replacing the many brands of desktop systems, network operating systems and application development tools into a more manageable range of vendors and technology websites.

Lotus Development Corporation and Hewlett-Packard Development Company, formerly Compaq Computer Corporation, received the solo most significant non-government sales ever before from General Motors Firm. GM also organized to make use of Novell NetWare as a security consumer, Microsoft Office and Hewlett-Packard printers.

This saved GM 10% to 25% on support costs, 3% to 5% on hardware, 40% to 60% on software licensing fees, and increased efficiency by conquering incompatibility issues by using just one single platform across the entire company.

Procter and Gamble Organization

A multi-billion dollars organization like Procter and Gamble Company, which bears 300 brands and growing really has a solid understanding in re-engineering. Procter and Gamble Corporation's chief technology officer, G. Gil Cloyd, talks about what sort of company which bears multiple brands must cope with the "basic innovator's problem - most inventions fail, but companies that don't innovate die. His solution, innovating innovation. . . " Cloyd has helped a company like Procter and Gamble grow to $5. 1 billion by the fiscal calendar year of 2004.

According to Cloyd's scorecard, he was able to raise the volume level by 17%, the organic and natural volume by 10%, sales are in $51. 4 billion up by 19%, with organic sales up 8%, cash flow are in $6. 5 billion up 25% and show earnings up 25%. Procter and Gamble also offers a free cash flow of $7. 3 billion or 113% of earnings, dividends up 13% annually with a complete shareholder go back of 24%.

Cloyd areas: "The challenge we face is the competitive need for a very swift pace of creativity. In the buyer products world, we calculate that the mandatory pace of technology has double within the last three years. Digital technology is very important in assisting us to learn faster. "G. Gil Cloyd also predicts, in the near future, "around 90% of P&G's R&D will be done in a digital world with the rest being physical validation of results and options. "

Ford Motor unit Company

Ford reengineered their business and manufacturing process from just processing cars to developing quality cars, where the number 1 goal is quality. This helped Ford save millions on recalls and warrantee vehicle repairs. Ford has accomplished this goal by adding barcodes on all their parts and scanners to check for any lacking parts in a completed car approaching off of the assembly range. This helped them ensure a safe and quality car. They have also executed Voice-over-IP (VoIP) to reduce the cost of having meetings between your branches.

DELL Incorporated

Michael Dell is the creator and CEO of DELL Incorporated, which has been in business since 1983 and has been the world's quickest growing major Personal computer Company. Michael Dell's idea of a successful business is to keep carefully the smallest inventory possible by having a direct link with the maker. When a customer places an order, the custom parts wanted by the client are automatically delivered to the maker for shipment. This reduces the price for inventory monitoring and considerable warehouse maintenance. Dell's website is mentioned for bringing in almost "$10 million daily in sales. "(Smith, 1999). Michael Dell mentions

"If you have a good strategy with sensible economics, the true obstacle is to get people excited about what you're doing. A whole lot of businesses get off track because they don't communicate an pleasure about being part of a winning team that can perform big goals. If a company can't stimulate its people and it generally does not have a definite compass, it'll drift. "

Dell's stocks and options have been rated as the top stock for the decade of the 1990s, when it acquired a return of 57, 282% (Knestout and Ramage, 1999). Michael Dell is now focusing more on customer service than selling personal computers since the Laptop or computer selling price has virtually equalized. Michael Dell records

"The new frontier in our industry is service, which really is a much increased differentiator when price has been equalized. Inside our industry, there has been a pretty huge difference between what customers want operating and what they can get, so they've come to anticipate mediocre service. We may be the best in this area, but we can still improve quite a bit-in the grade of the merchandise, the availability of parts, service and delivery time. "

Michael Dell comprehends the idea of BPR and really recognizes where so when to reengineer his business.

One of the nice Example of Financial Service Sector those used BPR


When there's a strong competition from private and overseas Banks were arised. They restructure their organization, redesigning of branches, providing alternative channels, and focus on a lean structure and technical up gradation. A business process reengineering (BPR) team was constituted in June 2003 with Micknsey and company as consultants. The basic goal was to create an working architecture that could help service delivery of International expectations. They launched a special service for commercial customers called "telebanking and remote login".

Second Exemplory case of Nigeria Country

In Nigeria, the changing dynamics of banking and other finance institutions market compelled Players whatsoever levels to re-engineer. The banking procedures and functions were redesigned to meet appearing challenges of loan provider loan consolidation, slashing operating cost, outsourcing, portfolio investment, obligations and settlement deal systems. Innovative banking procedures (through Business Process Reengineering) empowered Nigerian banks to incorporate strategic impressive customer schemes to bridge the service and product space natural in the bank sector. The change brought about by re-engineering in banks are mirrored in product and services to provide a new form or framework by adding product and service program (such as bank cards, hassle free casing loan schemes, educational lending options and flex-deposit strategies) integration of the branch

Network by use of move forward networking technology and customer personalization programmes (through Auto Teller Machine (ATM) and anytime banking). In order to survive and flourish in a worldwide economy business must react to major fads reshaping market segments. Hence, the dynamics of the root forces at work require a restored thrust on BPR in banking companies to contribute to management and diversification of growth horizons by impacting on efficiency and profitability.

Acting upon this conviction, BPR has constantly improved upon organizational performance in

Nigeria and the bank sector has in recent times witnessed tremendous reengineering process in Nigeria. These reengineering operations is the recent directives by the Central Loan provider of

Nigeria on standard bank recapitalization. The finance institutions have also explored the opportunities provided by

Information technology (IT) to automate and improve its service client satisfaction, ebanking,

ATMs, integrate branch network etc. The modern business is seen as a stiff competition both locally and internationally, hence, reengineering process becomes a veritable engine unit of organizational survival.


Reengineering has received a negative reputation because such tasks have often resulted in massive layoffs. This reputation is not totally unwarranted, since companies have often downsized under the banner of reengineering. Further, reengineering has not always lived up to its expectations. The primary reasons seem to be to be that

Reengineering assumes that the factor that limits an organization's performance is the ineffectiveness of its procedures (which might or may well not be true) and offers no method of validating that assumption.

Reengineering assumes the necessity to start the process of performance improvement with a "clean slate, " i. e. totally overlook the position quo.

It never changed management thinking, actually the most significant causes of failure in an organization

Lack of management support for the effort and so poor acceptance in the business.

Over trust in technology solutions.

Performing BPR as a one-off project with limited strategy position and long-term point of view.

Poor task management.

Reengineering Recommendations

BPR must be associated with strategic planning, which addresses leveraging IT as a competitive tool.

Place the client at the guts of the reengineering work -- concentrate on reengineering fragmented processes that lead to delays or other negative effects on customer service.

BPR must be "owned" throughout the organization, not motivated by several outside consultants.

Case groups must be comprised of both managers as well as those will in actuality do the task.

The IT group should be a part of the reengineering team right away.

BPR must be sponsored by top executives, who aren't about to leave or stop working.

BPR projects must have a timetable, essentially between three to six months, so that the company is not in circumstances of "limbo".

BPR should never ignore commercial culture and must stress regular communication and feedback.


Business Reengineering Process will only be successful if the activities where the processes are centered are directly related to the needs and targets of the business. To reach your goals, business process reengineering projects need to be top down, consuming the complete corporation, and the entire end to get rid of processes. It needs to be recognized by tools that produce functions easy to keep tabs on and analyze. A lot of the aim of reengineering a company performance is to redesign the lifestyle of an enterprise practices to be able to accomplish improvement in performance. Finally, Business Process Reengineering has become useful weapon for any corporate and business organizations that is seeking for improvement in their current organizational performance and intends to accomplish cost command strategy in its operating industry and environment. Reengineering process remains a powerful tool for organizations trying to use in the competitive world; organizations must re-engineering their business operations in order to accomplish breakthrough performance and long-term technique for organizational growth.

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