Abstract
The principle aim of this study is to investigate the relationship between business
process management and business performance, and the effectiveness of
business process management in South African banking industry.
This study has been undertaken with the specific objectives of understanding the
difference between business process reengineering and business process
management, whether business process management can be successfully
implemented in a retail banking environment and, if so, how to implement and
apply business process management in a banking industry in order to achieve
business success.
Banks are seeking to improve operational efficiencies, meet customer demands
more quickly, and leverage existing technology investments. Business process
management has the potential to deliver the benefits of process efficiency
throughout all stages of a business process and to all areas of the organisation.
Business process management focuses on business practices and management
disciplines as the underlying enablers of a process-centric organisation
The exploratory study was conducted to identify the process performance and
readiness of a bank to implement business process management.
Prof. S. Kruger