Alternate Delivery Channels as Business Process Re-engineering Initiative in Public Sector Banks

Abstract

Business process re-engineering has become an important implementation programme for banks and Indian banks have also been successfully riding on this initiative. Banks undertake this initiative through various channels but this paper has tried to focus on Alternate Delivery Channels alone. Alternate Delivery Channels are channels which facilitate the functioning of the branches through mobile banking, internet banking and Automated Teller Machine (ATM) Services etc. Therefore this study carries out an analysis of progress in the functioning of the Alternate Delivery Channels in the post business process re-engineering scenario for the State Bank of India group. The Alternate Delivery Channels included are Automated Teller Machine, Automated Cheque Deposit Machines, Green Channel Counter Machine, Cash Deposit Machines (CDMs) and Barcode Passbook Printers. Alternate Delivery Channels have been efficacious as channels of change. They have functioned as channels of progress for the operation of the banks, affecting customer satisfaction positively, reducing the time of the employees and customers and thus increasing efficiency and satisfaction.