This document discusses business process reengineering (BPR) at ICICI Bank in India. It defines BPR as fundamentally rethinking and redesigning business processes to achieve dramatic performance improvements in areas like cost, quality, and speed. ICICI implemented BPR to centralize operations, overcome limitations of its legacy branch-focused system, and create a centralized data repository to enable nationwide banking. This involved redesigning core banking, e-banking, treasury, wealth management, and CRM processes. The BPR implementation revolutionized ICICI's operations, provided scalability, and allowed many front-office functions to move to back-office resulting in improved customer service.

1. Business Process Reengineering
“A Tool for Managing in a
Complex & Changing
World!”
- Jane Cochrane

2. BPR is…
“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, Reengineering the Corporation: A manifesto for Business Revolution, 1993)

3. Objective of BPR Initiate…
• To give him • To meet it
enhanced successfully
value
Customer Competition
Cost Change
• To reduce it • To manage
efficiently it
strategically
BPR basically aimed at maintaining long term profitability and strengthening the
competitive edge of banks in conforming with transforming market realities.

4. BPR in ICICI…
• Centralization
To make its services available nationwide, ICICI Bank had to
move away from the branch-centric model.
• Legacy System
The banking transactions were limited to the respective branch
offices as customer data was not available in other branches.
• Centralized Data Repository
ICICI realized the importance of offering nation wide banking.

5. Team Involved in Implementing BPR…
Designed to address Design to Provided
Core banking software to
Integrate the
E-banking manage, analyze,
Online Banking
Treasury and mobilize
for the information,
Wealth management
Customers using relational
CRM requirements
databases

6. Impact of BPR…
• BPR has completely revolutionized the operations
of ICICI and provided it an edge over other banks.
• Scalability in a project of this size is an obsession.
• Using the support of companies like Infosys,
Oracle, SYBASE, SAS it implemented ‘Anywhere'
Banking.
• The core solution allows ICICI to move many
front-office functions into the back office and
free up branch resources to focus on banking
sales and customer service.