Inside Story of Business Process Reengineering in State Bank of Patiala (SBOP): Straight from the Horses’ Mouth

Abstract

In India, the changing dynamics of Indian economy have brought many reforms in financial sectors especially in banking and insurance sector. To meet new competitive challenges due to technology induction in banks and change in the customers’ perspective forced organizations to rethink about their ways of doing business operations. Consolidations, amalgamations, pressures to reduce operating costs stressed banking community to adopt tools like Business Process Reengineering (BPR) in order to bring strategic benefits to organizations. State Bank of Patiala (SBOP) has initiated BPR initiatives on the lines and under the umbrella of State Bank of India (SBI). The study attempts to determine whether there is an improvement in the competitive measures of cost management, customer service, quality and productivity of bank under study. In India, no such study on BPR in banking specifically with reference to State Bank of Patiala has been found so far. Thus, present study contributes to the research in banking with regard to BPR.