Improving Business Processes at mBank – Case Study on »Return Disposition Management« Process

Abstract

The main objective of this article is to present a method for improving the business processes of a bank through an illustrative case study. The presented method enables financial institutions that operate in heavily regulated markets to combine a holistic view of businessprocess management (BPM) with a multi-faceted analysis of the effectiveness and risks of their implemented business processes as well as to implement selected improvements that are in accordance with the banks’ project management standards. This method combines elements of BPM and project management, which allow for a continuous analysis of the implementations of changing financial regulatory requirements and emerging opportunities (including technological ones) while prioritizing any implemented changes considering the regulator’s imposed obligations, risk mitigation, efficiency of changes, and employee development.