Increasing Productivity of Commercial Banking Operations: A Systemic Approach

Commercial banking operations have undergone significant changes in quantitative as well as qualitative terms during the last decade. Despite these major changes, the systems and procedures of work have largely remained the same, without any major modification since they were devised. The systems and procedures used have a bearing on customer service, productivity, and cost of operations. With growing concern being expressed in all these areas, it has become necessary to examine the present systems and procedures with a view to developing improved methods of work. In this paper, suitable alternatives for rationalizing and improving systems and procedures pertaining to day-to-day on-line/off-line activities of commercial banking operations are examined.