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Lessons learnt from CitiBank may be applied as listed below Management support a prerequisite We can deduce that Citibanks reengineering of its call centre process was a runaway success After an 8 month research period weighing up the benefits of Sydney against several other cities in the AsiaPacific region The fact that Citicorp committed a substantial seven figure investment in the Sydney call centre proves that senior management was backing the reengineering effort Well defined project structure with continuous improvement It can be critically said that Citibank have come a long way in a short time The commitment to effective change remains the same as the arsenal of tools and approaches expands If Citibank repeats its BPR successes then they will achieve their goals and more in the future By constantly identifying processed to reengineer Citibank is Americas largest bank in total assets enjoys the largest global presence of any bank with offices in more than 93 countries We can say that Citibanks project structure is well defined with continuous improvement as the final agenda to provide performance measurement fine tune new processes and to adopt Total Quality Management Focus on business processes We can infer that the secret of Citibanks motivation for reengineering is simply not sticking with the old standard of Heres what we provide but rather to continue to look at the big process of what customers want To achieve this Citibank does not take for granted their business processes but studies them carefully Strategy for reducing barricades to BPR Based on our analysis getting people to accept the idea that their work lives and their jobs will undergo radical change which may sound merciless is not a war won in a single battle We deduce that business process reengineering is more of an educational and communication campaign that runs from the reengineerings initiation to its wrapping up It is more of a selling job that Citibank did
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