Improving Operational Efficiency of a Bank

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Bharat Vikas Bank is a public sector bank in India. It has been in operation for over two decades and has more than 200 branches spread across the country. Since its inception, it has been focusing only on retail banking.

Till 1991, the banking sector was not opened to private and foreign players and, there was not much competition among the banks. The level of service was not an issue for customers as all public sector banks provided the same level of service. Therefore, people did not have any specific criteria for choosing a bank. Their only concern was to find one close to their locality. Since then, the market dynamics has changed considerably in addition to private local banks, many foreign banks have now opened branches in the country.

As customers now have a range of options, they select a bank on the basis of its performance. Therefore, in the last one decade, other public sector banks have also changed their processes and adopted technology to provide better service to customers. But, Bharat Vikas Bank, however, did not gear itself up for the competition and continued to provide same level of service. As a result, its customer base has been eroding for the last five years. Its market share has also reduced considerably during this period.

Almost all transactions were manually recorded into registers. Sorting and searching those registers was a time consuming task. It was also difficult to avoid the mistakes associated with manual entry. Such errors could only be identified during the monthly reconciliation and checking of accounts and correcting them involved considerable work and time. The time taken to execute each task was three to five times more than that of better managed banks...

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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.



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