1PhD Scholar, Department Of Rural Management, School For Management Studies, Babasaheb Bhimrao Ambedkar University, Lucknow, Uttar Pradesh, India
2Associate Professor, Department Of Rural Management, School For Management Studies, Babasaheb Bhimrao Ambedkar University, Lucknow, Uttar Pradesh, India
Online published on 21 November, 2017.
Financial institutions and banks continuously claim to provide customer driven services. For this banks and financial institutions are adopting the unique concept of business process reengineering i.e., fundamental rethinking and radical redesign of the business processes to achieve dramatic improvements in critical, contemporary measures of performance such as cost, quality, service and speed. At present era of cut throat competition both at national and international levels banks specifically wants to provide customer oriented services in order to fill the gap. However to become to market leader, it requires more of breakthrough in corporate performance by adopting bpr with it. Sbi has adopted the concept of bpr by breakthrough innovations in all the branches across the world. This research paper typically discusses the changing scenario of sbi after adopting the concept of bpr. I have adopted the case study method approach in which i have taken four branches of sbi and analyze the effect of bpr on these specific branches. In this study we see that after adopting the concept of bpr these branches have increasing numbers of customers. After adopting the bpr concept the service gap is almost eradicated to a greater extent. Again aggregate market share and industry growth rate also increased to a certain extent.
Business process reengineering, sbi, fundamental rethinking, radical redesign
