TABLE OF CONTENTS
Page
Title Page i
Certification ii
Approval Page iii
Dedication iv
Acknowledgement v
Table of Contents vi
List of Tables xi
List of Figures xii
Abstract xiii
CHAPTER ONE: INTRODUCTION
Studied in Southern Nigeria. 10
References
CHAPTER TWO: REVIEW OF RELATED LITERATURE
2.1 Introduction 18
2.2 Historical Background of Business Process Management 18
2.3 Conceptual Framework 19
2.3.1 Business Process Definitions 19
2.3.2 Business Process Properties and Models 21
2.4 Business Process Management 22
2.4.1 Process Management Defined 22
2.4.2 Concepts of Business Process Management 23
2.4.3 Business Process Management Principles and Practices 24
2.5 Business Process Management Life Cycle. 26
2.5.1 Design and Analysis 27
2.5.2 Configuration 27
2.5.3 Enactment 28
2.5.4 Evaluation 28
2.6 The Concept of Organizational Performance 29
2.6.1 Measuring Organizational Performance 30
2.6.2 Factors that Affect Organizational Performance 30
2.7 The Concept of Business Process Re-engineering 31
2.8 The Concept of Total Quality Management 33
2.9 Comparative Analysis between Total Quality
Management and Business Process Reengineering 36
2.10 The key Characteristics that Differentiate Business Process
Management from Business Process Re-engineering. 37
2.11 The Concept of Banking 38
2.11.1 Meaning of Banks and Why Do Banks Exist 38
2.12 Theoretical Framework 40
2.13 Business Process Management Maturity Model 50
2.14 Implementing Business Process Management in a Bank 57
2.14.1 Important Drivers for BPM in Banks. 58
2.14.2 Where BPM can be implemented in a Bank 59
2.14.3 When to implement BPM in a Bank 62
2.14.4 Criteria preparing for BPM 62
2.15 The critical success and failure factors of BPM 63
2.15.1 Critical Success factors of BPM 63
2.15.2 Critical failure factors of BPM 64
2.16 Implementing Business Process Management (BPM) 64
2.16.1 The Critical Business Process Steps to the Success of a
BPM Initiative 65
2.16.2 Technology Planning, Selection and Rollout Steps 67
2.17 Evolution of Banking Industry in Nigeria. 71
2.18 Basic Theories of Bank Management 76
2.18.1 The Commercial Loan Theory 77
2.18.2 The Shift Ability Theory 77
2.18.3 The Pool-Of Funds Approach Theory 78
2.18.4 The Anticipated Income Theory 78
2.18.5 Conversion of funds Approach Theory 79
2.18.6 The Modern Approach (Gap Analysis) Theory 79
2.18.7 Theory of Distress 80
2.19 Determinants of Commercial Banks Performance in
an Economy 80
2.19.1 Leading Rate 81
2.19.2 Depositors Rate 81
2.19.3 Ownership and Control 82
2.19.4 Management Effects 82
2.19.5 Market Structure 82
2.20 Regulatory Institutions in the Nigeria Banking Industry. 83
2.20.1 Central Bank of Nigeria 83
2.20.2 Nigeria Deposit Insurance Corporation (NDIC) 84
2.21 Theories of Competition
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