BUSINESS PROCESS MANAGEMENT IN NIGERIAN COMMERCIAL BANKS; CHALLENGES AND PROSPECTS

This study is on Business Process Management in Nigerian Commercial Banks: Challenges and Prospects. Business Process Management (BPM) has continued to be relevant in the operations of the Commercial Banks in Nigeria from 1892 till date. It is a holistic management approach that promotes business effectiveness and efficiency while striving for innovation, flexibility and integration with technology to improve performance. The challenges bordered on the lack of impact of BPM on the performance of some Commercial Banks in Southern Nigeria, poor implementation of BPM in the Commercial Banks studied that hamper effective and efficient customer service delivery, poor implementation of BPM that will not offer the Commercial Banks studied the opportunity to outperform competitors, challenges posed by BPM that could lead to poor performance of Commercial Banks studied, bad prospects, if the challenges are not properly handled and inept handling of the components of the Business Process that could hamper the performance of the Commercial Banks studied. The objectives of the study were to: find out the impact of Business Process Management on the performance of some Commercial Banks in Southern Nigeria, discover if the implementation of Business Process Management in the commercial banks studied will improve effective and efficient customer service delivery, know whether the implementation of Business Process Management will offer the commercial banks studied the opportunity to outperform competitors, ascertain the challenges posed by Business Process Management that could lead to poor performance of the commercial banks studied, determine the prospects of the commercial banks studied in terms of growth, profitability and maximization of shareholder’s wealth. The banks selected were First Bank Nigeria Plc., Union Bank Nigeria Plc., Oceanic Bank Nigeria Plc., and Zenith Bank Nigeria Plc. The Research Design was a combination of survey, oral interview and model modification. Both primary and secondary data were used. A population size made up of all the senior and junior staff of the 4 selected (four) Commercial Banks totaling 6,000 was reduced using Taro Yamane’s formula to get a sample size of 375. The data presentation tools were tables, simple bar-charts, histograms and pie chart.