HOP Bank is a government-owned bank operating in Country F in Asia. It has over 100 branches and a large customer base. As a government owned bank it has traditionally been the first choice for customers when choosing a bank in Country F. In the last five years, the Government of Country F has permitted a number of foreign banks to operate within the country in order to open up foreign trade and develop its economy. This has been very positive for the economy of Country W. The foreign banks have introduced a range of new products, including online banking and mobile and telephone banking facilities, and are delivering much better levels of customer service than HOP Bank. In contrast, HOP Bank does not offer any form of online banking facility. It does have a website but this can only be used by customers to review the products HOP Bank offers. HOP Bank has very basic information systems, catering only for internal transaction handling and accounting activities. HOP Bank operates an internal email system but most communications, both internal and external, are by telephone or post. Many of the routine customer banking processes, such as cash and cheque deposits and cash withdrawals, are handled by HOP Bank employees over the counter and are not automated. Often customers complain about the amount of time that they have to wait for service within HOP Bank’s branches. Other processes, such as loan applications or new account applications, are complex, requiring many documents to be completed and sometimes applicants need to have an interview with a branch manager before approval is considered. It can often take several weeks to handle loan applications. The paperwork frequently gets lost or is completed incorrectly by customers or HOP Bank’s staff. Replacement documentation then needs to be produced or corrections made which is time consuming. Customer service evaluation has never been undertaken by HOP Bank. Staff morale is very low in the bank, although there is little staff turnover. Many of HOP Bank’s employees have worked for HOP Bank all of their working lives. Since the introduction of the foreign banks in Country F, HOP Bank has seen a significant reduction in the number of new customers and has lost some of its existing customers. This is despite the fact that, traditionally, customers in Country F have been very loyal to their own country’s companies and products. The Board of Directors of HOP Bank has recently met to discuss the shortfalls in its current service provision and the need to re-design the bank’s business processes. REQUIRED: b) Identify challenges that HOP Bank might face in implementing BPR