Correlating Business Process Management and Organizational Performance : A Case Study of J&K Bank

Business process management as a multidimensional tool utilizes several methods to examine processes from a holistic perspective, transcending the narrow borders of specific functions. It undertakes fundamental reconsideration and radical redesign of organizational processes in order to achieve drastic improvement of current performance in cost, service and speed (Davenport, 1993). Business process management strives to induce a radical change rather than an incremental change. An analytical approach has been adopted for the study. For the present study, the case of J&K Bank, which is a leading private sector bank operating in the state, has been taken for consideration. A sample of 200 customers was selected randomly from Baramulla, Shopian and Pulwama districts. For policy framework, corporate headquarters were consulted. A self-designed research instrument, seeking information from the customers on parameters like cost, quality, services and performance, was used. The present paper tries to take a critical account of existent business process management in J&K Bank and to study the relationship between business process management and organizational performance. The data has been subjected to correlation analysis. The findings of the study reveal that business process management exists in the J&K Bank and it is having a significant relationship with organizational performance