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*

        Group members:
       Swati Dongre(10)
    Reshma Mahajan(22)
         Nayna Mate(23)
       Divya Anchan(03)
           Md Enait(24)
*
*   Reengineering is the fundamental
rethinking and redesign of business
processes       to    achieve     dramatic
improvements in critical, contemporary
measures of performance, such as
cost, quality, service and speed.

    (Hammer & Champy, 1993)
*
Business process re-engineering is required in two cases:


The   organization    has   discovered    some     breakthrough
methodology .
The organization has failed to keep up to date with the changing
technologies.
*
* Performance
* Radical Improvement
* Integrated Change
* People-Centred
* Process Based
* Focus on End-Customers
*
     Select The Process & Appoint Process Team

          Understand The Current Process

Develop & Communicate Vision Of Improved Process

                Identify Action Plan

                   Execute Plan
*

* Complacency

* Political Resistance

* New Developments

* Fear of Unknown and Failure
Common Problems with employees related to BPR

* Desire to Change Not Strong Enough
* Start Point the Existing Process Not a Blank Slate
* Commitment to Existing Processes Too Strong
  * REMEMBER - “If it ain’t broke …”
* Quick Fix Approach
*
*Process under review too big or too small
*Reliance on existing process too strong
*The Costs of the Change Seem Too Large
*BPR Isolated Activity not Aligned to the Business
 Objectives
*Allocation of Resources
*Poor Timing and Planning
*Keeping the Team and Organization on Target
FIELD WORK ON
BUSINESS PROCESS
REENGINEERING OF
HDFC Bank
* 4th largest Bank in India
* Listed in BSE, NSE and NYSE as HDFCBANK
* Founded in August 1994
* MD Aditya Puri
* No. of Employees-55,752 (2011)
* Revenue of $5.585 billion



                           *
* In 2000 merged with Times Bank Ltd
* In 2008 tookover Centurion Bank of Punjab
* No. of Branches-2201 spread in 1174 towns and
 cities across India.
* Large network of ATM - spread of 7110 ATMs




                        *
* Wholesale Banking Services
  * Bank provides a wide range of commercial and
    transactional banking services, including working
    capital finance, trade services, transactional
    services, cash management, etc.
* Retail Banking Services
  * With 50% of its deposits in to CASA has potential
    to be No.1 Private bank of India.
* Treasury

             *
* Operating systems used
  * Finware
  * Host
  * Lotus Notes

  * Recent
    * CRM Customer Relationship Management
    * Flexcube (not yet introduced)


                              *
* Finware-
  * Has all customer account details
     * Eg. a/c Balance , AQB maintained in 3
      quarters, products held by the customers, customer
      type-classic, preferred, or imperia
* Host-
  * Gives the detailed customer transactions in the
    a/c.
  * Main operating system- cheque book request, last
    debit card issued, stop payment, FD interest
    payout, etc.



                            *
* Classic Customers
  * Customers maintaining SA bal of Rs.1 lac and abv or FD of
    atleast Rs. 5 lacs
* Preferred Customers
  * Customers maintaining   SA bal of Rs. 5 lacs or FD of abv
    Rs. 15 Lacs
* Imperia Customers
  * Maintaining Rs. 15 lacs in SA or FD of abv Rs. 50 Lacs
* NR Customers
  * NRI’s maintaining bal of Rs. 1 lac and abv are directly
    classified as RM customers. Or an be classified as NR rm
    Customers.



       *
* Customer Relationship Management
  * designed to manage its customers.
    * Easy monitoring on PBs, RMs, Imperia RMs, ABM and
      its sales executive
  * User-friendly tool
    * Assists in generating various reports- sales for the
      month, annual sales to CTG, Customers contacted
      in group.




                                                     *
* Service Interactions
* Profilers
* Offers and leads
* Appointments
* Customer contacted in group
* Productivity



                         *
* Helps in understanding customer profile and
  hence fulfill their requirements.
* Avoids repetition of work
* Easy handling of huge portfolio of customers
* Easy transfer of portfolio managers
* Easy monitoring of portfolio by the supervisors;
  hence better supervision and guidance
* Helps in handling customer requests in TAT.
* Helped in reduction of TAT as well.

                            *
* Customer applied for a Loan
   Steps involved are-
  * lead from the market seen in offers and leads
  * lead assigned to the specific executive
  * docs collected from the customer by the
    executive
  * file logged in
  * follow up
  * disbursement of loan



                                *
* Mr. X is a Preferred customer in the portfolio of a
 Relationship manager RM1
  * Book FD of Rs.3 lacs in his wife name.
* Offers and leads fill the details of the fd amount
  tenure mode of operations and save.
* The original form than goes to main operations unit-
  DVU; where the form is scanned verified and FD is
  set up.
* TAT of FD is 3 days earlier TAT without CRM was 5
  days



                                  *
Hemendra Dave
* Branch Manager, Chamunda circle
* HDFC Bank

             Sonia Dutta
* Relationship Manager,Deputy Manager
* Chamunda circle
* HDFC Bank

          Dr. Anjali Kalse Madam



                                        *

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Bpr ppt

  • 1. * Group members: Swati Dongre(10) Reshma Mahajan(22) Nayna Mate(23) Divya Anchan(03) Md Enait(24)
  • 2. * * Reengineering is the fundamental rethinking and redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service and speed. (Hammer & Champy, 1993)
  • 3. * Business process re-engineering is required in two cases: The organization has discovered some breakthrough methodology . The organization has failed to keep up to date with the changing technologies.
  • 4. * * Performance * Radical Improvement * Integrated Change * People-Centred * Process Based * Focus on End-Customers
  • 5. * Select The Process & Appoint Process Team Understand The Current Process Develop & Communicate Vision Of Improved Process Identify Action Plan Execute Plan
  • 6. * * Complacency * Political Resistance * New Developments * Fear of Unknown and Failure
  • 7. Common Problems with employees related to BPR * Desire to Change Not Strong Enough * Start Point the Existing Process Not a Blank Slate * Commitment to Existing Processes Too Strong * REMEMBER - “If it ain’t broke …” * Quick Fix Approach
  • 8. * *Process under review too big or too small *Reliance on existing process too strong *The Costs of the Change Seem Too Large *BPR Isolated Activity not Aligned to the Business Objectives *Allocation of Resources *Poor Timing and Planning *Keeping the Team and Organization on Target
  • 9. FIELD WORK ON BUSINESS PROCESS REENGINEERING OF HDFC Bank
  • 10. * 4th largest Bank in India * Listed in BSE, NSE and NYSE as HDFCBANK * Founded in August 1994 * MD Aditya Puri * No. of Employees-55,752 (2011) * Revenue of $5.585 billion *
  • 11. * In 2000 merged with Times Bank Ltd * In 2008 tookover Centurion Bank of Punjab * No. of Branches-2201 spread in 1174 towns and cities across India. * Large network of ATM - spread of 7110 ATMs *
  • 12. * Wholesale Banking Services * Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. * Retail Banking Services * With 50% of its deposits in to CASA has potential to be No.1 Private bank of India. * Treasury *
  • 13. * Operating systems used * Finware * Host * Lotus Notes * Recent * CRM Customer Relationship Management * Flexcube (not yet introduced) *
  • 14. * Finware- * Has all customer account details * Eg. a/c Balance , AQB maintained in 3 quarters, products held by the customers, customer type-classic, preferred, or imperia * Host- * Gives the detailed customer transactions in the a/c. * Main operating system- cheque book request, last debit card issued, stop payment, FD interest payout, etc. *
  • 15. * Classic Customers * Customers maintaining SA bal of Rs.1 lac and abv or FD of atleast Rs. 5 lacs * Preferred Customers * Customers maintaining SA bal of Rs. 5 lacs or FD of abv Rs. 15 Lacs * Imperia Customers * Maintaining Rs. 15 lacs in SA or FD of abv Rs. 50 Lacs * NR Customers * NRI’s maintaining bal of Rs. 1 lac and abv are directly classified as RM customers. Or an be classified as NR rm Customers. *
  • 16. * Customer Relationship Management * designed to manage its customers. * Easy monitoring on PBs, RMs, Imperia RMs, ABM and its sales executive * User-friendly tool * Assists in generating various reports- sales for the month, annual sales to CTG, Customers contacted in group. *
  • 17. * Service Interactions * Profilers * Offers and leads * Appointments * Customer contacted in group * Productivity *
  • 18. * Helps in understanding customer profile and hence fulfill their requirements. * Avoids repetition of work * Easy handling of huge portfolio of customers * Easy transfer of portfolio managers * Easy monitoring of portfolio by the supervisors; hence better supervision and guidance * Helps in handling customer requests in TAT. * Helped in reduction of TAT as well. *
  • 19. * Customer applied for a Loan Steps involved are- * lead from the market seen in offers and leads * lead assigned to the specific executive * docs collected from the customer by the executive * file logged in * follow up * disbursement of loan *
  • 20. * Mr. X is a Preferred customer in the portfolio of a Relationship manager RM1 * Book FD of Rs.3 lacs in his wife name. * Offers and leads fill the details of the fd amount tenure mode of operations and save. * The original form than goes to main operations unit- DVU; where the form is scanned verified and FD is set up. * TAT of FD is 3 days earlier TAT without CRM was 5 days *
  • 21. Hemendra Dave * Branch Manager, Chamunda circle * HDFC Bank Sonia Dutta * Relationship Manager,Deputy Manager * Chamunda circle * HDFC Bank Dr. Anjali Kalse Madam *

Notes de l'éditeur

  1. inayt