The Business Process Re-engineering project undertaken at Birmingham Midshires Building Society in late 1990 set out to focus the whole organisation into delighting customers through exceeding expectations. Between 1991 and 1995 the company achieved dramatic results including: 1 ) Customer satisfaction scores achieved record levels of over 97% from 88% in 1991; 2) Productivity rose…

BPIR Categories

14.3.5 Reengineer business processes & systems
1.3.1 Build customer relationships

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