Business Process Reengineering, Essay Example

Business Process Reengineering in bank teller transaction

Enhancement of bank teller transaction through business process reengineering is achievable through reduction of handoffs. This entails passing the transaction of clients, either the client or the client’s document from one station to another. The origin of handoffs is usually the front line personnel who is supposed to receive the client. The work presented by the client is linearly and sequentially transferred to backroom workers or the support staff. The completion of the service involves the return of the processed work to the station of origin which is the front line bank teller. Business process reengineering in this respect requires the organization around outcomes rather than tasks. The employees at the front station must be empowered through training, encouraging their reliability and trust and promoting efficiency so that they can handle the request of the client to completion. This translates to a quicker transaction that will increase the satisfaction of the customer.

Such handoffs must be eliminated so that the service delivery to the clients is enhanced. This also involves identification of the bank’s processes and prioritizing them in order of redesign urgency (Budhia, 2008). Reexamination and reengineering of the process of service delivery is crucial and the bank must trust the employees at the front station and avoid treating them with suspicion. The employees must also be trained to capture information of the customers once and at the source and consequently work on it to completion. They must also be empowered to address the special problems as well as situations that are demanded by the customers. Continuous training will facilitate the acquisition of multiple skills that will consequently enrich their performance.

Reference

Budhia, D., (2008). ‘Banking in New Era of IT’, Banking with Technology. Uppal, New Century Publications, New Delhi.