Abstract
Business Process Re-engineering (BPR) technique implements organizational change based on the close coordination of a methodology for rapid change, employee empowerment and training and support through information technology. Alternate Delivery Channels are a part of BPR in public and private sector banks in India and includes ATMs, Automated Cheque Deposit Machines, Green Channel Counter Machines (GCCs), Cash Deposit Machines (CDMs) and Barcode Passbook Printers. ATM cash dispensing machines have revolutionised the very concept of money withdrawal. This research paper tries to compare the cost of routine manual banking transaction with the ATM transaction through cost-benefit analysis with the objective of finding out advantages of promoting ATM usage and migrating more and more customers to the ATM channel. ATM transactions have been on the rise easing the process of withdrawal and transfer of money for the common man. This has also been of help to the banking service providers, connected customers and efficient payment for the sellers of goods and services as ATM machines have come up close to markets.
Highlights
Banks in India have planned to transform themselves into world class financial institutions proactively reaching out to acquire new quality customers, building deep and lasting relationships with existing customers and providing all customers with the best quality of service across multiple channels
Business Process Re-engineering (BPR) project in major public sector banks which align it with ATMs, aims to place the customer at the center of the business, to acquire new quality customers, to provide customers the best quality of service across multiple channels according to the environment and expectation of customers, to build deep and lasting relationship with customers, to improve productivity through increase of business and profit per employee, free up time of Branch and Branch Manager to focus on sales and marketing and keep pace with technological changes
Objective of the Study The study was undertaken with an objective to find out if the costs undertaken by banks for Business Process Re-engineering are justified
Summary
Banks in India have planned to transform themselves into world class financial institutions proactively reaching out to acquire new quality customers, building deep and lasting relationships with existing customers and providing all customers with the best quality of service across multiple channels. BPR project in major public sector banks which align it with ATMs, aims to place the customer at the center of the business, to acquire new quality customers, to provide customers the best quality of service across multiple channels according to the environment and expectation of customers, to build deep and lasting relationship with customers, to improve productivity through increase of business and profit per employee, free up time of Branch and Branch Manager to focus on sales and marketing and keep pace with technological changes. The results strongly point to the positive aspects of BPR through ATM transactions highlighting its cost cutting nature
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