Year 2019, Volume 4 , Issue 3, Pages 241 - 252 2019-10-22

Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions

Dariia DOROSHKEVYCH [1] , Olha ILYASH [2]


The modern banking sector shows growing competition. In order to stay afloat, it is necessary to use new methods that increase the level of customer centricity and help to retain old customers and attract new ones.

In the presented paper, the problem of qualitative and fast customer service of the commercial bank UKRSIBBANK, which can be achieved through optimization of business processes of servicing customers (private individuals), is considered. The main tool is the Business Process Reengineering method, which involves the automation of cash operations, namely: providing banking services with the help of cash terminals. The essence of the improvement is to carry out transactions using special cash terminals, which can replace the cashier and bank teller positions in a bank.

As a result of the business processes reengineering, the main tasks set at the beginning of the paper were solved. Those were cuts in staff involved in cash management business processes and a reduction in customers’ time for performing simple cash operations, which have been shown using specific business processes in the presented paper.

In addition, BPR influenced the following criteria:transactions between clients' accounts, transactions between different banks' accounts, the level of quality of financial monitoring, quantity of paper documents that confirm transactions, quantity of cash operations that are done by cashiers, the level of control of business-processes, time of cash operations, the level of staff turnover, a reduction of quantity of cashier staff, the level of client orientation, the level of time waiting in lines, quality of clients' service, quantity of clients that are satisfied with service, quantity of clients that are ready to recommend the bank to others.

Moreover, the impact of reengineering on the organizational structure and document circulation of the bank is considered in the work.

reengineering, BPI, business process
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Primary Language en
Subjects Social
Journal Section Articles
Authors

Orcid: 0000-0003-0421-0630
Author: Dariia DOROSHKEVYCH (Primary Author)
Institution: National Technical University of Ukraine "Igor Sykorsky Kyiv Polytechnic Institute", Kyiv, Ukraine; University of Economics in Bydgoszcz, Poland
Country: Ukraine


Orcid: 0000-0002-7882-3942
Author: Olha ILYASH
Institution: National Technical University of Ukraine "Igor Sykorsky Kyiv Polytechnic Institute", Kyiv, Ukraine; Nicolaus Copernicus University, Torun, Poland
Country: Ukraine


Dates

Publication Date : October 22, 2019

Bibtex @research article { isrjournal543308, journal = {The Journal of International Scientific Researches}, issn = {2458-8725}, address = {}, publisher = {Salih YILDIZ}, year = {2019}, volume = {4}, pages = {241 - 252}, doi = {10.23834/isrjournal.543308}, title = {Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions}, key = {cite}, author = {DOROSHKEVYCH, Dariia and ILYASH, Olha} }
APA DOROSHKEVYCH, D , ILYASH, O . (2019). Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions. The Journal of International Scientific Researches , 4 (3) , 241-252 . DOI: 10.23834/isrjournal.543308
MLA DOROSHKEVYCH, D , ILYASH, O . "Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions". The Journal of International Scientific Researches 4 (2019 ): 241-252 <https://dergipark.org.tr/en/pub/isrjournal/issue/49590/543308>
Chicago DOROSHKEVYCH, D , ILYASH, O . "Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions". The Journal of International Scientific Researches 4 (2019 ): 241-252
RIS TY - JOUR T1 - Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions AU - Dariia DOROSHKEVYCH , Olha ILYASH Y1 - 2019 PY - 2019 N1 - doi: 10.23834/isrjournal.543308 DO - 10.23834/isrjournal.543308 T2 - The Journal of International Scientific Researches JF - Journal JO - JOR SP - 241 EP - 252 VL - 4 IS - 3 SN - 2458-8725- M3 - doi: 10.23834/isrjournal.543308 UR - https://doi.org/10.23834/isrjournal.543308 Y2 - 2019 ER -
EndNote %0 The Journal of International Scientific Researches Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions %A Dariia DOROSHKEVYCH , Olha ILYASH %T Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions %D 2019 %J The Journal of International Scientific Researches %P 2458-8725- %V 4 %N 3 %R doi: 10.23834/isrjournal.543308 %U 10.23834/isrjournal.543308
ISNAD DOROSHKEVYCH, Dariia , ILYASH, Olha . "Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions". The Journal of International Scientific Researches 4 / 3 (October 2019): 241-252 . https://doi.org/10.23834/isrjournal.543308
AMA DOROSHKEVYCH D , ILYASH O . Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions. ISRjournal. 2019; 4(3): 241-252.
Vancouver DOROSHKEVYCH D , ILYASH O . Business Process' Reengineering of The Servicing Clients of A Commercial Bank by Automating Cash Transactions. The Journal of International Scientific Researches. 2019; 4(3): 252-241.