Measuring the Success of Business Process Re-Engineering in Banks Through Cost-Benefit Analysis of ATM Transactions

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 Channel’s 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 PrintersATM cash dispensing machines have revolutionised the very concept of money withdrawal. 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.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.