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Abstract

Banks worldwide are institutions established to provide several services to the customers, ranging from savings and withdrawal, loans, transfers of funds from one account to another, safekeeping of other valuable, and host of other services they provide. Banks in Nigeria can be traced to the colonial era, whose primary aim was to meet the commercial needs of the colonial masters (Toluwani & Susan, 2013). The Central Bank of Nigeria controls these sets of firms. In the year 1892, African Banking Corporation and British West-Africa was established, which later resulted in the founding of the first bank of Nigeria. After these, 1925 saw to the development of Anglo-Egyptian Bank and National Bank of South Africa that gave birth to Barclays Bank in Nigeria, which is now Union Bank. During the period of 1948, there came the introduction of British and French Bank for Commerce and Industry in the Nigeria context which later resulted to the establishment of United Bank for Africa (Richard, 1965). Those periods witnessed the establishment of the first domestic bank: Industrial and Commercial Bank in 1929, which liquidated one year later and was replaced by Mercantile bank in 1931 (Walter & David, 1954). As time went on in 1949, there was another bank introduced called African Continental Bank that was regarded as the most sustained indigenous bank after the previous liquidation. After these eras, came the proliferation of banks in Nigeria, under the control of Central Bank of Nigeria. Process management is defined as supporting processes using methods, techniques, and software to design, enact, control and analyse operational processes involving humans, organisations, applications, documents, and other sources of information (Ryan, Slephan &Eng, 2009). It is also known to mean the complete and dynamically coordinated set of collaborative and transactional activities that delivers value to customers (Smith & Fingar, 2003). Process management has been in existence for a very long period, and managers use it to best design, create and manage value-driven flows of activities for better organisation positioning (Klaras, 2009). Deposit money banks face stiff rivalry among themselves, and so, they design and redesign the best process to better their fortunes in the industry. They start by adopting new technologies that help facilitate service delivery. They keep seeing process management and re-engineering as a factor never to do without; hence, its relevance to the growth potentials can never be underestimated. There are various definition, meaning and position of different scholars regarding the concept process management (Belmiro et al., 2000; Isaksson, 2006). Accordingly, there are different variation and management level of the construct, and it depends on the organisation and the industry of operation (Ljungber, 2002; Biazzo & Bernardi, 2003; Helstrom & Eriksson, 2007). Furthermore, there are various tools involved in the process management both in literature and in practice and given how resources of an organisation can b...