Role Of Human Resource Function In Business Process Re-Engineering Programs In Selected Indian Private Sector Banks - An Empirical Study

Journal Name: 
Journal of Banking, Information Technology & Management
Vol. 15 - No. 1
Author Name Designation Organization
Supriya Bhasin
J. K. Sharma

Business Process Re-engineering (BPR) is a radical and transformative tool to help organizations rethink their current processes from the basics to totally re-engineer/transform/improve them to achieve cost reduction and better customer service. In banks, business processes are characterized into three major elements: Inputs (customer inquiries/requests), Processing of data (through several stages and many necessary channels) and outcome (the delivery result as expected by bank and customer). BPR mainly intervenes in the processing part, which is reengineered to become less time consuming and cost effective. As any BPR project affects organization's culture, behavior,  structure and work-processes, it is vital to understand the importance of the 'human' role in implementing the related changes. The purpose of this paper is to empirically analyze the HR's perception regarding the role they play in BPR programs. A questionnaire was designed and mailed to the HR employees of the selected Indian Private Sector banks. Suitable hypothesis were developed to evaluate and analyze whether HR function feels it has an important role to play in the BPR programs and in what capacity. The data obtained from the responses to the questionnaire was used to perform the empirical analysis. The empirical analysis reveals that the HR function believes it plays a significant role in the BPR initiatives of the banks. This research is subject to the typical limitations of a survey research. The findings can make a significant contribution to banks.