Track: Business Process Management and Digital Transformation

Abstract

Banks play vital role in the economy because they manage investments for both individuals and corporations, operate the payment system, and provide credit. Previously, the banking sector was more focused on face-to-face interactions with customers to conduct business. Business process simulation is an essential Business Process Management technique that analyses business processes and validates process improvement. According to the contingency theory, the banks’ new digital focus must be aligned with business processes for them to function effectively. As one of the largest banks in South Africa, Absa Bank has embraced the use of digital platforms for customers and digitized most business processes to offer clients effective services or products.

There is a need to align and understand the role that business process simulation plays in business processes to enable digital transformation in the banking sector. The purpose of this study is to investigate and understand the role of business process simulation in enabling the effective digital business transformation in the banking sector - a case study of Absa Bank Limited. An online survey questionnaire method was developed and distributed amongst Absa employees for data collection.