Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Business process improvement of credit card department: case study of a multinational bank

Business process improvement of credit card department: case study of a multinational bank Purpose – This paper aims to study the shortcomings of the business process of credit card department of a multinational bank and to improve the existing business process efficiency and effectiveness through redesigning the process that eliminates bottlenecks and improves service quality. Design/methodology/approach – The research investigates real‐life business process using case study methodology. It collects primary data through interviews of individuals, focus groups and secondary data from the investigation of company documents. It then uses SWOT analysis, Fishbone Diagram, Process Flow Diagram and a number of other tools to analyse and to redesign the existing process. Findings – The research identifies that the business process of the credit card department of a multinational bank is unnecessarily lengthy and requires eight to nine days to complete from application processing to final account creation and to issue the card. It then designs a to‐be business process for the same business function. The proposed process reduces half of the time of the existing process. Practical implications – The proposed business process reduces the cycle time effectively and uses the organisational resources efficiently to achieve better customer satisfaction. It also helps in growing card market share in this highly competitive and profitable segment of consumer products. Originality/value – This paper illustrates a unique way of investigating an existing business process and designing a new business process that is very efficient and effective. The design process is quite generic which can be applied to other organisations, especially in the banking sector. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Management Journal Emerald Publishing

Business process improvement of credit card department: case study of a multinational bank

Samsul Islam; M. Daud Ahmed
Business Process Management Journal , Volume 18 (2): 20 – Apr 13, 2012
Download PDF
20 pages

Loading next page...
 
/lp/emerald-publishing/business-process-improvement-of-credit-card-department-case-study-of-a-oh0fmTrHeQ
Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
1463-7154
DOI
10.1108/14637151211225207
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to study the shortcomings of the business process of credit card department of a multinational bank and to improve the existing business process efficiency and effectiveness through redesigning the process that eliminates bottlenecks and improves service quality. Design/methodology/approach – The research investigates real‐life business process using case study methodology. It collects primary data through interviews of individuals, focus groups and secondary data from the investigation of company documents. It then uses SWOT analysis, Fishbone Diagram, Process Flow Diagram and a number of other tools to analyse and to redesign the existing process. Findings – The research identifies that the business process of the credit card department of a multinational bank is unnecessarily lengthy and requires eight to nine days to complete from application processing to final account creation and to issue the card. It then designs a to‐be business process for the same business function. The proposed process reduces half of the time of the existing process. Practical implications – The proposed business process reduces the cycle time effectively and uses the organisational resources efficiently to achieve better customer satisfaction. It also helps in growing card market share in this highly competitive and profitable segment of consumer products. Originality/value – This paper illustrates a unique way of investigating an existing business process and designing a new business process that is very efficient and effective. The design process is quite generic which can be applied to other organisations, especially in the banking sector.

Journal

Business Process Management Journal – Emerald Publishing

Published: Apr 13, 2012

Keywords: Business process improvement; Process flow; Credit cards; Business process re‐engineering; Multinational bank

References

  • Work Measurement and Methods Improvement
    Aft, L.S.
  • Business Process Improvement Toolbox
    Andersen, B.
  • Performance Measurement Explained: Designing and Implementing Your State‐of‐the‐Art System
    Andersen, B.; Fagerhaug, T.
  • Credit Card and Debt Management: A Step‐by‐Step How‐to‐Guide for Organizing Debt and Saving Money on Interest Payments
    Bilker, S.
  • Accounting Reference Desktop
    Bragg, S.M.
  • Implementing Six Sigma: Smarter Solutions Using Statistical Methods
    Breyfogle, F.W.
  • Six Sigma For Managers
    Brue, G.
  • Managing Credit Risk: The Next Great Financial Challenge
    Caouette, J.B.; Altman, E.I.; Narayanan, P.
  • A Practical Guide to Information Systems Process Improvement
    Cassidy, A.; Guggenberger, K.
  • Enterprise Risk Management and COSO: A Guide for Directors, Executives and Practitioners
    Cendrowski, H.
  • Reengineering MIS: Aligning Information Technology and Business Operations
    Coleman, K.G.; Ettwein, J.; Johnson, C.; Pigman, D.; Pulak, D.
  • Process Improvement: A Handbook for Managers
    Cook, S.
  • Measuring Customer Service Effectiveness
    Cook, S.
  • Beyond Strategic Vision, Effective Corporate Action with Hoshin Planning
    Cowley, M.; Domb, E.
  • Managing in a Team Environment
    Dew, J.R.
  • Three Wins: Service Improvement Using Value Stream Design
    Dodds, S.
  • Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World‐class Service
    Ehrlich, B.H.
  • Personal Financial Management
    English, J.W.; Hicks, B.; Gyles, N.; Hrasky, S.
  • Process Improvement: Enhancing Your Organization's Effectiveness
    Flanigan, E.M.; Scott, J.
  • Everyone's Money Book on Credit
    Goodman, J.E.; Goodman, J.
  • Simulation Modelling for Business
    Greasley, A.
  • Business Process Change: Reengineering Concepts, Methods and Technologies
    Grover, V.; Kettinger, W.J.
  • Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness
    Harrington, H.J.
  • Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement
    Harrington, H.J.; Esseling, K.C.; Nimwegen, V.
  • ERP: The Implementation Cycle
    Harwood, S.
  • Qualitative Research in Health Care
    Holloway, I.
  • Leisure Marketing: A Global Perspective
    Horner, S.; Swarbrooke, J.
  • Actionable Performance Measurement: A Key to Success
    Howell, M.T.
  • Six Sigma Demystified: A Self‐teaching Guide (Demystified)
    Keller, P.A.
  • Lessons from the Recession: A Management and Communication Perspective
    King, S.S.
  • The Informed Student Guide to Marketing
    Kitchen, P.J.; Proctor, T.
  • Optimising Business Performance with Standard Software Systems: How to Reorganise Workflows by Chance of Implementing New ERP‐Systems
    Knoll, H.‐D.; Kuhl, R.W.; Kuhl, L.W.; Moreton, R.
  • Marketing Management
    Kotler, P.
  • Fundamentals of Marketing (Business and Marketing)
    Leader, W.G.; Kyritsis, N.
  • Software Testing and Continuous Quality Improvement
    Lewis, W.E.
  • Breakthrough Strategic IT and Process Planning
    Lientz, B.P.
  • Choosing Research Methods: Data Collection for Development Workers
    Loizos, P.; Pratt, B.
  • Managing Health Programs and Projects
    Longest, J.B.
  • Marketing Plans: How to Prepare Them, How to Use Them
    McDonald, M.
  • Human Resource Management
    Mathis, R.L.; Jackson, J.H.
  • Beginning Qualitative Research: A Philosophical and Practical Guide
    Maykut, P.
  • Tool and Manufacturing Engineers Handbook Vol 9: Material and Part Handling
    Mitchell, P.E.
  • Expert Systems in Tourism Marketing
    Moutinho, L.; Rita, P.; Curry, B.
  • Implementing for Results: Your Strategic Plan in Action
    Nelson, S.S.
  • Understanding Changing Telecommunications: Building a Successful Telecom Business
    Olsson, A.
  • How to Develop a Strategic Marketing Plan: A Step‐by‐Step Guide
    Paley, N.
  • The Six Sigma Way: How GE, Motorola, and Other Top Companies Are Honing Their Performance
    Pande, P.S.; Neuman, R.P.; Cavanagh, R.R.
  • Intellectual Property: Valuation, Exploitation, and Infringement Damages
    Parr, R.L.; Smith, G.V.
  • Accountability in Human Resource Management
    Phillips, J.J.
  • Strategic Marketing: An Introduction
    Proctor, T.
  • The Six Sigma Handbook: The Complete Guide for Greenbelts, Blackbelts, and Managers at All Levels
    Pyzdek, T.
  • Your Successful Career as a Mortgage Broker
    Reed, D.
  • Essentials of Marketing High Technology
    Ryans, J.
  • Strategic Human Resource Management: Theory and Practice
    Salaman, G.; Storey, J.; Billsberry, J.
  • Development, Workflow Modeling: Tools for Process Improvement and Application
    Sharp, A.; McDermott, P.
  • Six Sigma for Electronics Design and Manufacturing (Professional Engineering)
    Shina, S.G.
  • Advertising Media Planning
    Sissors, J.Z.; Baron, R.
  • Design for Six Sigma: Launching New Products and Services Without Failure
    Tennant, G.
  • Gower Handbook of Marketing
    Thomas, M.
  • Real Process Improvement Using the CMMI
    West, M.
  • Market Analysis: Assessing Your Business Opportunities
    Winston, W.