Abstract
This paper elaborates the reengineering of the personal loan application process in a South African bank operating in Africa. 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 qualitative research 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 loans applications. Business 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 is to reengineering the current personal loan process, taking into consideration technology to improve the process, training of existing employees, implementing a reward system and redesigning of the process.