PERAN FRONTLINER DALAM MENINGKATKAN PELAYANAN PADA BANK BPRS ARTHA SINAR SEJAHTERA SYARIAH DI KOTA BATU

Banking is everything that concerns banks, including institutions, business activities as well as methods and processes for carrying out business activities. Sharia banking in carrying out its business activities cannot be separated from the principles of Islamic law. Apart from that, a frontliner role is needed in carrying out bank business activities. Frontliners are the front line who relate and interact directly with customers. For this reason, a frontliner role is needed in improving customer service. This research focuses on the role of frontliners in improving service, because many companies do not pay attention to the importance of frontliner service to customers. so that it can have an impact on operational activities and the bank's reputation. This research method uses a qualitative descriptive approach. Data collected in this research was through direct observation at the BPRS Artha Sinar Sejahtera Syariah bank, observation through documentation at Bank Artha and through supporting journal references regarding the Role of Frontliners in Improving Customer Service

Оптимизация операционных процессов в сфере банковских услуг

В процессе работы были изучены теоретические аспекты процессного подхода в сфере банковских услуг, методов анализа и оптимизации бизнес-процессов банка, исследована организация бизнес-процессов коммерческого банка АО "Газпромбанк", определены перспективы совершенствования бизнес-процессов старших специалистов ОАРК АО "Газпромбанк". В результате исследования были выработаны рекомендации по совершенствованию бизнес-процессов старших специалистов ОАРК АО "Газпромбанк".Theoretical aspects of the process approach in the field of banking services, methods of analysis and optimisation of bank business processes were studied, organisation of business processes in JSC "Gazprombank" commercial bank was investigated, prospects for improvement of business processes of senior specialists of JSC "Gazprombank" OARC were determined. As a result of the study, recommendations for improving business processes of senior specialists of JSC "Gazprombank" OARC were elaborated

Оптимизация операционных процессов в сфере банковских услуг

В процессе работы были изучены теоретические аспекты процессного подхода в сфере банковских услуг, методов анализа и оптимизации бизнес-процессов банка, исследована организация бизнес-процессов коммерческого банка АО "Газпромбанк", определены перспективы совершенствования бизнес-процессов старших специалистов ОАРК АО "Газпромбанк". В результате исследования были выработаны рекомендации по совершенствованию бизнес-процессов старших специалистов ОАРК АО "Газпромбанк".Theoretical aspects of the process approach in the field of banking services, methods of analysis and optimisation of bank business processes were studied, organisation of business processes in JSC "Gazprombank" commercial bank was investigated, prospects for improvement of business processes of senior specialists of JSC "Gazprombank" OARC were determined. As a result of the study, recommendations for improving business processes of senior specialists of JSC "Gazprombank" OARC were elaborated

Наукові підходи до підвищення ефективності управління бізнес-процесами банку

Статтю присвячено питанням аналізу та обґрунтування наукових підходів до підвищення ефективності управління бізнес-процесами банку. З метою виявлення підходів, що можуть бути покладені в основу підвищення ефективності управління бізнес-процесами банку охарактеризовано поняття «бізнеспроцес», а також його ознаки для банку як фінансової установи. Описано зміст управління бізнес-процесами банку та ідентифіковано фактори, що знижують його ефективність в сучасних умовах. Обґрунтовано, що ефективне управління бізнеспроцесами банку – це управління, орієнтоване на забезпечення прозорості, оперативності, логічної взаємоузгодженості та результативності реалізації усієї сукупності бізнес-процесів з метою забезпечення сталого розвитку банківської установи у довгостроковій перспективі з урахуванням інтересів ключових стейкхолдерів. Визначено, що основним підходом до забезпечення ефективності такого управління є процесно-орієнтований, виявлення його сутності – системний, умов та методів прийняття рішень – проактивний, ситуативний тощо. Надано рекомендації щодо імплементації сучасних інструментів процесно орієнтованого управління у діяльність банків. Серед них ключову роль відведено автоматизації бізнес-процесів (основних, допоміжних, орієнтованих на управління і розвиток).The article is devoted to the analysis and substantiation of scientific approaches to improving the efficiency of business process management of the bank. To identify approaches that can be used as a basis for improving the efficiency of bank business process management, the concept of "business process" is characterized, as well as its features for the bank as a financial institution. The content of business process management of the bank is described and the factors that reduce its efficiency in modern conditions are identified. It is substantiated that effective management of the bank's business processes is a management focused on ensuring transparency, efficiency, logical coherence, and effectiveness of the whole set of business processes to ensure sustainable development of the banking institution, in the long run, taking into account the interests of key stakeholders. It is determined that the main approach to ensuring the effectiveness of such management is process-oriented, identifying its essence - system, conditions, and methods of decisionmaking - proactive, situational, and so on. Recommendations for the implementation of modern tools of process-oriented management in the activities of banks are provided. Among them, the key role is given to the automation of business processes (basic, auxiliary, focused on management and development)

While Doha Sleeps: Securing Economic Growth through Trade Facilitation

Improving the international trading system does not require new, comprehensive multilateral agreements. Countries can derive large gains from the trading system by engaging in reforms often referred to as trade facilitation. In broad terms, trade facilitation includes reforms aimed at improving the chain of administrative and physical procedures involved in the transport of goods and services across international borders. Countries with inadequate trade infrastructure, burdensome administrative processes, or limited competition in trade logistics services are less capable of benefiting from the opportunities of expanding global trade. Companies interested in investing, buying, or selling in local markets are less likely to bother if there are too many frictions related to document processing or cargo inspection at customs, antiquated port facilities, logistics bottlenecks, or limited reliability of freight or trade-financing services. According to recent studies from the World Bank and other international economic institutions, trade facilitation reforms could do more to increase global trade flows than further reductions in tariff rates. For many developing countries -- particularly those that receive preferential tariff treatment from rich countries -- reducing transportation and logistics-related costs through trade facilitation reforms would be much more beneficial than further tariff cuts. But trade facilitation does not only offer promise to developing countries. All countries can benefit by removing sources of friction in their supply chains. The post-9/11 focus on minimizing the risk of terrorists exploiting porous international supply chains to sneak weapons of mass destruction into U.S. cities -- obviously a vital objective -- could hamper the capacity of Americanbased companies to attract investment and compete for markets. Likewise, U.S. prohibitions against foreign competition in transportation services and the political antipathy toward foreign investment in U.S. port operations raise the costs of doing business and increase the scope for trade facilitation in the United States

Formation of business planning system in banks (evidence fromPJSC "BANK VOSTOK")

У роботі розглядаються теоретичні аспекти формування системи бізнес- планування у банках, визначаються чинники впливу на процеси бізнес- планування у банках, на прикладі ПАТ «БАНК ВОСТОК» аналізується діючий механізм бізнес-планування, проводиться прогнозування обсягу кредитного портфелю ПАТ «БАНК ВОСТОК». Було визначено проблеми, що пов’язані з організацією системи бізнес-планування, задля визначення напрямків удосконалення формування системи бізнес-планування банків у сучасних умовах. Пiд чaс дoслiдження викoристoвyвaлися нaстyпнi зaгaльнoнayкoвi метoди: yзaгaльнення тa системaтизaцiя; пoрiвняння; системнoгo aнaлiзy та метoди oцiнки фiнaнсoвoгo стaнy бaнкy.The paper discusses the theoretical aspects of forming a business planning system in banks, determines the factors influencing the processes of business planning in banks, the example of PJSC "BANK VOSTOK" analyzes the current mechanism of business planning, predicts the volume of credit portfolio of PJSC "BANK VOSTOK". Were identified the problems related to the organization of the business planning system, in order to determine the directions of improving the formation of the business planning system of banks in the present conditions. In the process of the research, the following methods were used: generalization and systematization; comparison; systematical analysis and methods of monitoring the bank financial condition

Development Management of Interbank Competition in the Corporate Lending Market

Introduction. The effective functioning of the banking sector is a prerequisite for the economy development   and one of the main sources of providing monetary resources for economic activity of entrepreneurship, regardless of ownership forms and spheres of management. The urgent problem of business development today is the lack of own financial resources for economic activity and a significant reduction in corporate bank lending. Therefore, it is relevant to study and solve the problems of renewing lending by banks to the corporate sector at the present time, taking into account the prevention of the increase in the level of credit risk. Aim and tasks. The purpose of the study is to manage the development of interbank competition in the corporate lending market based on a study of the bank lending state to corporate clients and further prospects in the absence of an accurate forecast of the economic situation in Ukraine. Results. The analysis of the dynamics of the bank lending total volume to business in 2022-2023 and the structure of the provided corporate loans showed that since mid-2022 there has been a tendency to decrease the volume of loans to entrepreneurship, which is caused by a decrease in demand from borrowers and an increase in the cost of credit from banks. In addition, more than 70% of the loans provided are concentrated in five larger banks in Ukraine, including 4 state-owned ones, preferential lending to businesses with state support prevails. To further assess the development of corporate bank lending, a prediction of lending volumes for 2023 was carried out, which made it possible to establish that lending volumes by banks of non-financial corporations have a forecast downward trend. Conclusions.  Recommendations for improving corporate bank lending processes are proposed, namely: development of credit policy directions that will prevent a new crisis of confidence in banks and the banking system; development of measures that will prevent the curtailment of preferential targeted lending programs; developing measures to reduce the level of non-performing loans and solving the problem of lowering the cost of financing sources

Rethinking bank business models: the role of intangibles

<p>Purpose: This paper provides a new way of rethinking banking models by using qualitative research on intangibles. This is required because the banking sector has been transformed significantly by the changing environment over the past two decades. The 2007-2009 financial crisis also added to concerns about existing bank business models.</p> <p>Design/Methodology approach: Using qualitative data collected from interviews with bank managers and analysts in the UK, this paper develops a grounded theory of bank intangibles.</p> <p>Findings: The model reveals how intangibles and tangible/financial resources interact in the bank value creation process, how they actively respond to environmental changes, how bank intangibles are understood by external observers such as analysts, and how bankers and analysts differ in their views.</p> <p>Research implications: Grounded theory provides the means to further develop bank models as business models and theoretical models. This provides the means to think beyond conventional finance constructs and to relate bank models to a wider theoretical literature concerning intellectual capital, organisational and social systems theory, and ‘performativity’.</p> <p>Practical implications: Such development of bank models and of a systems perspective is critical to the understanding of banks by bankers, by observers and for their ‘critical and reflexive performativity’. It also has implications for systemic risk and bank regulation.</p> <p>Social implications: Improvement in bank models and their use in open and transparent processes are key means to improve public accountability of banks.</p> <p>Originality: The paper reveals the core role of intellectual capital (IC) in banks, in markets, and in developing theory and research at firm and system levels. </p&gt

Cultivating knowledge sharing through the relationship management maturity model

Purpose - The purpose of this paper is to present the development of the relationship management maturity model (RMMM), the output of an initiative aimed at bridging the gap between business units and the IT organisation. It does this through improving and assessing knowledge sharing between business and IT staff in Finco, a large financial services organisation. Design/methodology/approach - The objectives were achieved by undertaking ethnographic research with the relationship managers (RMs) as they carried out their activities, and developing the RMMM by visualizing the development of a community of practice (CoP) between business and IT. Findings - The RMMM demonstrates a learning mechanism to bridge the business/IT gap through an interpretive approach to knowledge sharing by defining knowledge sharing processes between business and IT and defining the tasks of the relationship managers as facilitators of knowledge sharing. Research limitations/implications - More research is necessary to determine whether the RMMM is a useful tool on which Finco can base the development of RM over the next few years. Practical implications - The RMMM acts as a practical knowledge management tool, and will act as a future reference for the RMs as they attempt to further develop the business/IT relationship. Originality/value - The findings provide an initial endorsement of the knowledge sharing perspective to understand the business/IT relationship. Also, the RMMM can be used to identify problematic issues and develop processes to address them

Knowledge Management Practice at a Bulgarian Bank: A Case Study

This paper reports on knowledge management (KM) practices in the customer service and lending departments of one of Bulgaria's top retail banks and investigates how KM processes can be further improved. The Bank's KM activities have been studied using observations, interviews and informal discussions for data collection. Findings were compared and contrasted with existing literature in similar contexts. Although rudiments of knowledge sharing are evident from the KM activities in different departments of the bank, the limitations such as resistance to change of the implemented KM systems are impeding the effectiveness of the knowledge management process. More training and incentives are needed to increase knowledge creation and sharing. Moreover, a clearly articulated KM strategy along with success criteria and commitment and support from senior management is needed. There is a severe lack of knowledge management studies in Bulgarian context in general and Bulgarian banking sector in particular. The authors' findings will potentially help in improving knowledge sharing practice as well as provide a valuable insight into knowledge management related issues in the Bulgarian context. The findings from this research can be useful to companies from Eastern Europe and other regions in improving their knowledge sharing practice