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

Year 2019, Volume: 4 Issue: 3, 241 - 252, 22.10.2019

Dariia Doroshkevych , Olha Ilyash

https://doi.org/10.23834/isrjournal.543308

Abstract

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.

Keywords

reengineering, BPI, business process

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