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Customer Services Strategy
The Restructuring
To overcome the intense competition from private and foreign
banks, SBI planned a major organizational restructuring exercise.
The key aspects involved:-
• Redesigning of branches
• Providing alternate channels
• Focus on a lean structure
• Technological up gradation
A business process reengineering (BPR) team was constituted in June
2003 with McKinsey & company as consultants. The BPR's basic goal
was to create an operating architecture that would facilitate service
delivery of international standards.
The project objective
• Increasing customer satisfaction and convenience
• Freeing up time for branch manager
• Branch staff to focus on sales and marketing
• Enhancing SBI's competitiveness in the market
• Increasing the profitability through higher market share and
improved process efficiency

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Customer Service Strategy

  • 1.
  • 2. Customer Services Strategy The Restructuring To overcome the intense competition from private and foreign banks, SBI planned a major organizational restructuring exercise. The key aspects involved:- • Redesigning of branches • Providing alternate channels • Focus on a lean structure • Technological up gradation
  • 3. A business process reengineering (BPR) team was constituted in June 2003 with McKinsey & company as consultants. The BPR's basic goal was to create an operating architecture that would facilitate service delivery of international standards.
  • 4. The project objective • Increasing customer satisfaction and convenience • Freeing up time for branch manager • Branch staff to focus on sales and marketing • Enhancing SBI's competitiveness in the market • Increasing the profitability through higher market share and improved process efficiency