The Relevance of Business Process Reengineering on Customer Care in the Banking Sector; A case study of CAL Bank Limited

Thumbnail Image
JULY, 2014
Journal Title
Journal ISSN
Volume Title
Worldwide, the wind of change and dynamism in the banking industry has necessitated the reengineering of the processes in financial institutions to procure the needed improvements and advancements of the industry. In consequence, in order for banks and its allied financial institutions to effectively incorporate strategic and tactical customer care schemes to ensure effective delivery and enhance competitive advantage, banks are radically redesigning selected processes through Business Processes Reengineering. This work focused on the relevance of BPR on customer care by addressing the following objectives: to analyse the implications of Business Process Reengineering on CAL Bank’s customer care policy, to analyse the nature of customer care in the banking sector in Ghana, to determine the effects of Business Process Reengineering on customer care at CAL Bank and to determine the benefits of Business Process Reengineering to CAL Bank. The study sampled 235 respondents. Data was collected using questionnaires. The findings were both tabulated and presented in Charts. The study revealed that the policy of CAL bank on customer care has over the years been revolutionized and tremendously changed as a result the BPR programs rolled out in the organization. The study established a remarkable implication of BPR on the way customer care policies are formulated. It was established that BPR has influenced customer care policy at CAL Bank by making it easier for customer problems to be identifies using a well structure complaint mechanism. It was revealed that customer care is satisfactory at CAL Bank which has consequently procured several benefits to the bank. The study recommends that the management of banks clarifies and commits a particular specialized department to customer care. Again business organizations place much premium on customer satisfaction since it has a proven capacity to lead to organizational growth.
A thesis submitted to the School of Business, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of requirements for the award of Masters in Business Administration.