Case Project –
First National Bank
Project 5 – Process Reengineering
Due Thursday February 10, 2005 at 6:00 P.M.
For purposes of this project, single space your answers with one blank line between questions. Prepare in Microsoft Word and bring hardcopy to class to turn in. Process maps can be in any professional program that you choose. No late papers accepted. Indicate your names on the paper.
Refer to Case Problem 4.2 in the text on page 156.
1. Draw a process map showing ALL processes, decisions, and flows as the process now exists. This must be complete and must have columns as listed below. Use the sample Figure 4.6 on page 135 as a model. Yours will be more complex and have more steps. When you are done, number each step so you can refer to them in later questions.
1. Customer
Internal Functions
2. Loan Agent
3. Loan Processor
4. Closing Agent
5. Loan Servicing Specialist
6. Loan Payment Specialist
External Parties
7. Customer’s Attorney
8. Credit Reporting Agency
9. Other Financial Institutions
2. A. Which specific steps create value for the customer? Specify the step number and explain how it creates value.
B. Which steps can be eliminated entirely? Specify the step number and explain why it can be eliminated.
C. Which steps can be reordered, reconfigured, combined, or responsible party changed? Specify the step number, how it would be changed, and explain why.
3. Draw a new process map, using the same format as in #1, for the process as you have reengineered it.
4. Would any of your changes require policy changes at the bank? Which ones? What would be the change?
- 4/26/2004 -