Özet:

The modern banking sector shows growing competition. In order to stay afloat, it is necessary to use new methods that increase the level of customer centricity and help to retain old customers and attract new ones. In the presented paper, the problem of qualitative and fast customer service of the commercial bank UKRSIBBANK, which can be achieved through optimization of business processes of servicing customers (private individuals), is considered. The main tool is the Business Process Reengineering method, which involves the automation of cash operations, namely: providing banking services with the help of cash terminals. The essence of the improvement is to carry out transactions using special cash terminals, which can replace the cashier and bank teller positions in a bank. As a result of the business processes reengineering, the main tasks set at the beginning of the paper were solved. Those were cuts in staff involved in cash management business processes and a reduction in customers’ time for performing simple cash operations, which have been shown using specific business processes in the presented paper. In addition, BPR influenced the following criteria:transactions between clients' accounts, transactions between different banks' accounts, the level of quality of financial monitoring, quantity of paper documents that confirm transactions, quantity of cash operations that are done by cashiers, the level of control of business-processes, time of cash operations, the level of staff turnover, a reduction of quantity of cashier staff, the level of client orientation, the level of time waiting in lines, quality of clients' service, quantity of clients that are satisfied with service, quantity of clients that are ready to recommend the bank to others. Moreover, the impact of reengineering on the organizational structure and document circulation of the bank is considered in the work.

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