Business process improvement of credit card department: Case study of a multinational bank

Business Process Management Journal

Volumn 18, Issue 2, 2012, Pages 284-303

  Islam, Samsul ^a   Ahmed, M Daud ^b  

^a UNIVERSITY OF AUCKLAND   (New Zealand)

^b MANUKAU INSTITUTE OF TECHNOLOGY   (New Zealand)

Author keywords

Business process improvement; Business process re engineering; Credit cards; Multinational bank; Process flow

Indexed keywords

EID: 84859508455     PISSN: 14637154     EISSN: None     Source Type: Journal    
DOI: 10.1108/14637151211225207     Document Type: Article

References (64)

1. Aft, L.S. (2000), Work Measurement and Methods Improvement, Wiley-Interscience, New York, NY.
2. Andersen, B. (1999), Business Process Improvement Toolbox, ASQ Quality Press, Milwaukee, WI.
3. Andersen, B. and Fagerhaug, T. (2001), Performance Measurement Explained: Designing and Implementing Your State-of-the-Art System, ASQ Quality Press, Milwaukee, WI.
4. Bilker, S. (1996), Credit Card and Debt Management: A Step-by-Step How-to-Guide for Organizing Debt and Saving Money on Interest Payments, Press One Publishing, Barnegat, NJ.
5. Bragg, S.M. (2002), Accounting Reference Desktop, Wiley, New York, NY.
6. Breyfogle, F.W. (2003), Implementing Six Sigma: Smarter Solutions Using Statistical Methods, 2nd ed., Productivity Press, Cambridge, MA.
7. Brue, G. (2002), Six Sigma For Managers, McGraw-Hill, New York, NY.
8. Caouette, J.B., Altman, E.I. and Narayanan, P. (1998), Managing Credit Risk: The Next Great Financial Challenge, Wiley, New York, NY.
9. Cassidy, A. and Guggenberger, K. (2000), A Practical Guide to Information Systems Process Improvement, CRC Press, Boca Raton, FL.
10. Cendrowski, H. (2009), Enterprise Risk Management and COSO: A Guide for Directors, Executives and Practitioners, Wiley, New York, NY.
11. Coleman, K.G., Ettwein, J., Johnson, C., Pigman, D. and Pulak, D. (1996), Reengineering MIS: Aligning Information Technology and Business Operations, IGI Global, Harrisburg, PA.
12. Cook, S. (1995), Process Improvement: A Handbook for Managers, Gower Publishing, Aldershot.
13. Cook, S. (2004), Measuring Customer Service Effectiveness, Gower Publishing, Aldershot.
14. Cowley, M. and Domb, E. (1997), Beyond Strategic Vision, Effective Corporate Action with Hoshin Planning, Butterworth-Heinemann, Burlington, MA.
15. Dew, J.R. (1998), Managing in a Team Environment, Quorum Books, Westport, CT.
16. Dodds, S. (2007), Three Wins: Service Improvement Using Value Stream Design, Lulu Enterprises, Raleigh, NC.
17. Ehrlich, B.H. (2002), Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-class Service, CRC Press, Boca Raton, FL.
18. English, J.W., Hicks, B., Gyles, N. and Hrasky, S. (2003), Personal Financial Management, Allen & Unwin, Sydney.
19. Flanigan, E.M. and Scott, J. (1995), Process Improvement: Enhancing Your Organization's Effectiveness, 1st ed., Crisp Learning, Mississauga.
20. Goodman, J.E. and Goodman, J. (2002), Everyone's Money Book on Credit, Kaplan Business School, Melbourne.
21. Greasley, A. (2004), Simulation Modelling for Business, Ashgate Publishing, Aldershot.
22. Grover, V. and Kettinger, W.J. (1995), Business Process Change: Reengineering Concepts, Methods and Technologies, IGI Global, Hershey, PA.
23. Harrington, H.J. (1991), Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness, McGraw-Hill, New York, NY.
24. Harrington, H.J., Esseling, K.C. and Nimwegen, V. (1997), Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement, McGraw-Hill, New York, NY.
25. Harwood, S. (2003), ERP: The Implementation Cycle, Butterworth-Heinemann, Oxford.
26. Holloway, I. (2005), Qualitative Research in Health Care, Open University Press, Maidenhead.
27. Horner, S. and Swarbrooke, J. (2005), Leisure Marketing: A Global Perspective, Butterworth-Heinemann, Oxford.
28. Howell, M.T. (2006), Actionable Performance Measurement: A Key to Success, ASQ Quality Press, Milwaukee, WI.
29. Keller, P.A. (2004), Six Sigma Demystified: A Self-teaching Guide (Demystified), McGraw-Hill, New York, NY.
30. King, S.S. (1997), Lessons from the Recession: A Management and Communication Perspective, State University of New York Press, Albany, NY.
31. Kitchen, P.J. and Proctor, T. (2001), The Informed Student Guide to Marketing, CENGAGE Learning Business Press, Florence, KY.
32. Knoll, H.-D., Kuhl, R.W., Kuhl, L.W. and Moreton, R. (2001), Optimising Business Performance with Standard Software Systems: How to Reorganise Workflows by Chance of Implementing New ERP-Systems, GWV-Vieweg, Wiesbaden.
33. Kotler, P. (2002), Marketing Management, Prentice-Hall, Upper Saddle River, NJ.
34. Leader, W.G. and Kyritsis, N. (1990), Fundamentals of Marketing (Business and Marketing), Nelson Thornes Ltd, Cheltenham.
35. Lewis, W.E. (2004), Software Testing and Continuous Quality Improvement, 2nd ed., Auerbach, Washington, DC.
36. Lientz, B.P. (2009), Breakthrough Strategic IT and Process Planning, World Scientific, River Edge, NJ.
37. Loizos, P. and Pratt, B. (1992), Choosing Research Methods: Data Collection for Development Workers, Oxfam Publishing, Oxford.
38. Longest, J.B. (2004), Managing Health Programs and Projects, Jossey-Bass, San Francisco, CA.
39. McDonald, M. (2007), Marketing Plans: How to Prepare Them, How to Use Them, Butterworth-Heinemann, Oxford.
40. Mathis, R.L. and Jackson, J.H. (2010), Human Resource Management, South-Western College, Cincinnati, OH.
41. Maykut, P. (1994), Beginning Qualitative Research: A Philosophical and Practical Guide, Routledge, London.
42. Mitchell, P.E. (1998), Tool and Manufacturing Engineers Handbook Vol 9: Material and Part Handling, Society of Manufacturing Engineers, Dearborn, MI.
43. Moutinho, L., Rita, P. and Curry, B. (1996), Expert Systems in Tourism Marketing, Routledge, London.
44. Nelson, S.S. (2008), Implementing for Results: Your Strategic Plan in Action, American Library Association, Chicago, IL.
45. Olsson, A. (2004), Understanding Changing Telecommunications: Building a Successful Telecom Business, Wiley, Chichester.
46. Paley, N. (1999), How to Develop a Strategic Marketing Plan: A Step-by-Step Guide, CRC Press, Boca Raton, FL.
47. Pande, P.S., Neuman, R.P. and Cavanagh, R.R. (2000), The Six Sigma Way: How GE, Motorola, and Other Top Companies Are Honing Their Performance, McGraw-Hill, New York, NY.
48. Parr, R.L. and Smith, G.V. (2005), Intellectual Property: Valuation, Exploitation, and Infringement Damages, Wiley, Hoboken, NJ.
49. Phillips, J.J. (1995), Accountability in Human Resource Management, Gulf Professional Publishing, Houston, TX.
50. Proctor, T. (2000), Strategic Marketing: An Introduction, Routledge, London.
51. Pyzdek, T. (2003), The Six Sigma Handbook: The Complete Guide for Greenbelts, Blackbelts, and Managers at All Levels, McGraw-Hill, New York, NY.
52. Reed, D. (2007), Your Successful Career as a Mortgage Broker, AMACOM, New York, NY.
53. Ryans, J. (1998), Essentials of Marketing High Technology, Lexington Books, Lexington, MA.
54. Salaman, G., Storey, J. and Billsberry, J. (2005), Strategic Human Resource Management: Theory and Practice, Sage, London.
55. Sharp, A. and McDermott, P. (2001), Development, Workflow Modeling: Tools for Process Improvement and Application, Artech House, Boston, MA.
56. Shina, S.G. (2002), Six Sigma for Electronics Design and Manufacturing (Professional Engineering), McGraw-Hill, New York, NY.
57. Sissors, J.Z. and Baron, R. (2002), Advertising Media Planning, McGraw-Hill, New York, NY.
58. Tennant, G. (2002), Design for Six Sigma: Launching New Products and Services Without Failure, Gower Publishing, Burlington, VT.
59. Thomas, M. (1995), Gower Handbook of Marketing, Gower Publishing, Farnham.
60. West, M. (2004), Real Process Improvement Using the CMMI, AUERBACH, Boston, MA.
61. Winston, W. (1993), Market Analysis: Assessing Your Business Opportunities, 1st ed., Routledge, London.
62. Pande, P.S., Neuman, R.P. and Cavanagh, R.R. (2001), The Six Sigma Way Team Fieldbook: An Implementation Guide for Process Improvement Teams, McGraw-Hill, New York, NY.
63. Schmoldt, D.L., Kangas, J., Mendoza, G.A. and Pesonen, M. (2001), The Analytic Hierarchy Process in Natural Resource and Environmental Decision Making, Springer, London.
64. Srinivasan, R. (2004), Services Marketing, Prentice-Hall of India Pvt. Ltd, New Delhi.