Creating Customer Focused Processes at Barnett Bank.

In 1992 Barnett Bank, one of the top 25 banks in the United States, embarked on a redesign of the direct consumer lending process. The redesign involved moving from 32 to two processing centres, and has reduced processing time from three to less than one day. This case study describes Barnett Bank's approach to BPR and managing the process of redesign itself. [ABSTRACT FROM AUTHOR]