Evaluating the effects of business process reengineering in Ghanaian banks (A case study of Zenith Bank Ghana Limited, Kumasi)

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MAY, 2015
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Owing to the ever increasing competition with respect to price, quality and selection, service and promptness of delivery in the business world, companies have found that the best instrument for setting up the edge over competitors lies with redefining, revamping or overhauling business processes. It is against this backdrop that business process re-engineering (BPR) has become a tool for most businesses. The prominent aim of the study was to evaluate the effects of business process re-engineering on banks. Purposive and random (convenient) sampling techniques were used to collect data from all the one hundred and four respondents. Well-structured questionnaires which were the main data collection tool were sent respectively to the sixty customers, forty employees and four top managers of Zenith Bank in Kumasi. Data collected was analyzed using the Epi Info computer programme and was presented in the form of frequencies, percentages, graphs and charts. The findings of the study revealed that the BPR activity impacted enormously on the bank since its provision of service changed dramatically. The findings revealed that the effect of BPR was greatly hinged on customer appreciation, thus it was discovered that the dramatic effects were hinged primarily on factors that were tailored to suit customer demands. Furthermore, management decisions as the study revealed were not only cardinal in the success of the re-engineering but were also improved. The quality of decisions was seen in the sudden consideration of both internal and external clients. Eventually, it was realized that employee satisfaction and motivation were peaked favourably. Finally, the heightened sense of customer loyalty proved that the satisfaction of the customers was more than fairly appreciated. However, the research recommended that irrespective of employees’ appreciation of the BPR activity, provision still be made to cushion their receptivity of change management. It is also to educate customers thoroughly on the process of BPR before the activity or at the induction of new employees. The study in a nutshell contributes to knowledge by providing a framework for evaluating the effects of BPR on banks in Ghana.
A thesis submitted to the School of Business in partial fulfillment of the requirements for the award of the degree of Masters of Business Administration (Strategic Management and Consulting), 2015