Abstract
M.Tech. (Operations Management)
This dissertation elaborates the reengineering of the personal loan application process in a
South African bank operating in Africa. The research provides an understanding of the current
situation and issues encountered with the current personal loan application process. It presents
the framework for reengineering of the process and the methodology used in the research. The
primary objective is to improve the existing process for personal loan credit applications in
order to create improvements in the process. The research methodology used is quantitative
analysis using statistical methods and qualitative research focusing on qualitative aspects with
research reasoning being inductive allowing the researcher to draw conclusions from facts,
assumptions and observations established through the data collection processes. The article
offers a comprehensive understanding of the challenges faced in processing of loan applications.
Businesses and institutes are built on good control systems which are needed to address the
challenges faced in the processing of personal loan applications. The study contributes to
customers service discourse in operations. The recommendation of the research is to reengineer
the current personal loan process, taking into consideration the technology needed to improve
the process, training of existing employees, implementation of a reward system and
implementation of the redesigned process.