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
*