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Bpr ppt
 

Bpr ppt

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Bpr ppt Bpr ppt Presentation Transcript

  • * Group members: Swati Dongre(10) Reshma Mahajan(22) Nayna Mate(23) Divya Anchan(03) Md Enait(24)
  • ** Reengineering is the fundamentalrethinking and redesign of businessprocesses to achieve dramaticimprovements in critical, contemporarymeasures of performance, such ascost, quality, service and speed. (Hammer & Champy, 1993)
  • *Business process re-engineering is required in two cases:The organization has discovered some breakthroughmethodology .The organization has failed to keep up to date with the changingtechnologies.
  • ** Performance* Radical Improvement* Integrated Change* People-Centred* Process Based* Focus on End-Customers
  • * Select The Process & Appoint Process Team Understand The Current ProcessDevelop & 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 ONBUSINESS PROCESSREENGINEERING OFHDFC 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 *