Premium
Creating Customer Focused Processes at Barnett Bank
Author(s) -
Paper David,
Bhatt Ganesh,
Rodger James A.
Publication year - 1997
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/(sici)1099-1441(199706)4:2<102::aid-kpm95>3.0.co;2-i
Subject(s) - business process reengineering , process (computing) , business , process management , banking industry , operations management , computer science , marketing , economics , finance , operating system , lean manufacturing
In 1992 Barnett Bank, one of the top 25 banks in the United States, embarked on a redesign of the direct consumer lending process. The redesign involved moving from 32 to two processing centres, and has reduced processing time from three to less than one day. This case study describes Barnett Bank's approach to BPR and managing the process of redesign itself. © 1997 John Wiley & Sons, Ltd. and Cornwallis Emmanuel Ltd.