Internship Report A System Analysis in the Basis of Corporate
Contents
1. 19 E UL 21 EMMA ONS 22 5 Chapter 5 Description of Ongoing System 5 0 The Current System of Solution Delivery 23 5 1 Ao S Process Description eec tuent et oe bs 23 5 2 THEAS IS PIDOBSS 24 5 3 Corporate Banking Service Charges 27 6 Chapter 6 Analyzing and Constructing Data Model 6 0 Data Flow Diagralri piti EE e EU R 28 6A Level UD m 29 6 2 tevel MDE ER RUE EN n dE RHEINE 31 7 Chapter 7 Problem Recognition 7 0 Problem stu io 40 7 1 Problem Stalemei 41 7 2 The Reason for which the Problem needs to be Dissolved 42 7 3 Use Case Diagrami 43 7 4 Use Case 4114 rrr 48 8 Chapter 8 Analyzing the Problem 8 0 Analyzing the Problems rote o 49 eo ea A 49 BP CODE um si Li IAE MM a Ue EE 49 B3 DOMAINE Ress es EU LES 50 B4 Intelfaces i 50 9 4 1 EHO CIS en ns 51 8 5 Specific Problem Criteria2. design DB Design 10000 Table designQuery desigh Interface amp DB integrationinterface amp DB 8000 Installationestablish link between interface amp D Testin g Team Formation Provide them for testing pproval m gt 5000 System Integration install DB in the serverinterface 2000 clients establish links Figure Budget Analysis 12 Data Modeling 5 Standard Chartered 12 0 Entity Relationship Diagram ERD or Entity Relationship Diagram is one of the most essential diagrams to make a real life project To verify that all the relationship between entities is being signified appropriately I made this ERD based on my Project http www umsl edu sauter analysis er er_intro html 12 1 Conceptual ERD Here in this Conceptual ERD only the entity to entity relationship is being shown All these relationship is being designed without breaking of any one to many relationship If we analyzed the diagram we ll see that there are two many to many relationship that we need to break 13 Interface Architecture E E Standard Chartered 5 13 0 Interface Designing 13 1 User Interface and its Description As a solution I wanted to make a software for managing the current scenario I design the interface of the software Some screen shot of my developed software is be
3. Product Payment Detail Product Type Web Bank Sd Account No for Debit 0154875201 Account No for Credit 0251 7194405 Amount 1500 Due Charges 500 Last Date for Payment 2422008 Api Remarks Type Monthly Edit Cancel There is another field called remarks where the user have to say whether the payment will be given by the customer in yearly basis or monthly Another field it called the Amount field This field is mandatory If the field is empty then a certain massage box will be appear Standard Chartered Bank SDMS Enter Amount e Standard Chartered 7 Standard Chartered Bank SDMS Customer Product Information Payment Details Reports on Customer Product Information Customer Serial 0154800 Search Personal Information Contact Information Address New DOHS Mohakhali Dhaka Frst Name Shafin Akter Last Name Middle Phone 01199586254 e mail shafin corp info com Product Payment Detail Product Type eBanking Account No for Debit 01545959901 Account No for Credit 24555689901 Amount 20 000 Due Charges 10 000 Last Date for Payment 5 3 2006 March Remarks Type Yearly Delete Edit Cancel As this is form is very delicate and sensitive for the user and for the Bank s employee so whenever a certain autho
4. 51 8 6 Problem Gausalties 52 8 6 1 Fish Bone nn es Ars 54 00 2 55 9 6 3 Activity 57 9 Chapter 9 Defining Hypothesis 9 0 Line PrOpOSed SySte 59 9 1 Hypothesis Sur 59 9 2 Primary SOON etd Deka ed 59 9 9 18 60 9 3 1 Feasibility Analysis of the Selected 60 9 3 2 Why Choose this Solution 61 GA TO BE PrOCBSS so tet C RD 62 9 4 1 TO BE Process DesenpllOn 65 10 Chapter 10 Risk Assessment 10 0 RISICArialyslS ba 66 MEE 66 TOS T System Orastis 66 10 1 2 Employee RISk Wie 66 10 1 3 Technological RISK 22 66 10 1 4 Development RISK uro Sele Reon 67 0 1 5 eed 67 68 11 Chapter 11 Analyzing the Requirements 11 0 Requirement 69 11 1 Gurrent System 69 1 LT Hardware
5. 69 T1 1 2 SonWware StAtUs 69 11 1 3 Required 02 69 11 1 4 Employees Learning 70 11 2 B dget AhalyslS E ERE Sed o ERIS aep eei EEAS Co E E 71 12 Chapter 12 Data Modeling 12 0 Entity Relationship Diagramme 72 BRD C 72 12 2 Logical 74 12 3 ABI VEI nsc en en AE 76 13 Chapter 13 Interface Architecture 13 0 Interface DESIGNING 84 13 1 User Interface its Description 84 HEURE 84 14 Chapter 14 Conclusion i4 D COMGIUISION Siamo berto ata eu aed het 99 15 Chapter 15 References and Appendix 100 101 CHAPTER 1 Background of the Report 1 0 Introduction 1 1 Origin and Background of the Report This report is being assigned as a part of the Degree BBA 499A Internship To prepare this report under the state of University s requirement I accommodate my internship program in Standard Chartered Bank For the completion of the course as an essential part I had prepared Report This report is being formed on the most vital issue which is Customer Tracking and Product selection process At the very beginning of my internship I have studied different functional departments of the
6. 1 Branch in Narayanganj a 3 Branches in Chittagong 1 Branch in Khulna 1 Branch in Sylhet 1 Branch Bogra 2 5 3 Standard Chartered Today Standard Chartered employs 38 000 people in 950 locations in more than 50 countries in the Asia Pacific Region South Asia the Middle East Africa the United Kingdom and the Americas Standard Chartered is one of the world s most international banks with employees representing 80 nationalities Standard Chartered PLC is listed on both the London Stock Exchange and the Stock Exchange of Hong Kong and is in the top 25 FTSE 100 companies by market capitalization The most recent news is this that the Bank is in the process to move forward into a bigger strategic breakthrough By Establishing this plan will change total Bank s functional structure As previously the bank was having their structure like corporate branch and consumer banking But for implying this new strategy the Bank is having this new sector called the Transaction Banking the major change is that like all the other bank s the liability or the assets sector won t be separated These two major sectors will merge By changing this major strategy the bank is making a revolution within the baking sector in Bangladesh and the rest of the World Standard Chartered is well established in growth markets and aims to be the right partner for its customers The Bank combines deep local knowledge with global capability The
7. means adding or saving new information in the system Delete means deleting that particular data Edit this button will edit the current customer product details and last button is Close by clicking this button the Standard Chartered S window will be closed automatically and the information will be saved After clicking the payment details Button a new form will be appeared it s given below Standard Chartered Bank SDMS SEE Customer Product Information ji Reports on Customer Product Information Customer Serial No Search Personal Information Contact Information Address Frst Name Last Name Middle Name e mail m Product Payment Detail Product Type Select Produc Account for Debit gue Account No for Credit Amount Due Charges Last Date for Payment sms Saturday v Remarks Delete Cancel This payment details form has the similar design architecture as the Customer product details form But not all the user can enter in this form When a user is logging in this software I made a category with the user name and password Only certain users with some authorized password have the access to this form This category is being made as there some sophisticated information will be stored in this Standard Chartered S page which is related to payment transfer
8. Annual Reports cover page
9. Payment Details Reports on Customer Product Information Customer Serial No Search Personal Information Contact Information Address 2 C ABC Building Kakrail Dhaka Frst Name Last Name lsm Middle Phone 8354758 e mail islam abc info org Product Information Product Type web Bank E Product Requsition Date February z Product Selup Date Lb 2006 MS Sun Mon Tue Wed Thu Fr Sat CWS Date 1 2 3 b 7 28 8 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 1 Delete Z Today 4 15 2006 After selecting the product type the user will have to give the Product requisition date For that I used the Auto Calendar for selecting the date automatically This will definitely make the less amount of error for entering data More of a fact the user can select any month and any date in any year by this auto generate calendar Standard Chartered 5 Standard Chartered Bank SDMS Customer Product Information Payment Details Reports on Customer Product Information Customer Serial No Search Personal Information Contact Information Address 2 C ABC Building Kakrail Dhaka Frst Name Last Name isan 00 MiddeName azam Phone 8354758 e mail islamGabc info org Product Information lt l Product Type web Bank m 24 lt lt Produc
10. Documents represent formal information flow with in the functional departments within the organization The purpose of the document review is to examine information that has been recorded about the system and the users While going through the analysis I have reviewed several documents A list of the reviewed documents is presented below Documents created in Solution Department are Monthly product wise sales target Identify the Prospective corporate customers Corporate Customer Files Contract forms Set up form database Offer latter Documents The Web Bank product s documents are Customer s status documents Setup forms Monthly Payment document stored CW CheqWriter Documentation Cheaque leaf Documents Payment Documents E Banking Document Customers Document who are using the service While reviewing the documents I have also asked to know by whom how and for what purpose the documents are prepared by whom the documents are used how these are stored and for how long etc 5 Standard Chartered fl 4 5 The Goal gt The Department s Goal gt To track the potential customers gt To increase the rate for selling these three products E Banking Web Banking CheqWriter gt And provide the best service to its customer s Making all the payment reports available all the time and maintain it 4 6 A Brief Description of the Products of SCB Mainly there are five categories of products that our Bank is proving t
11. customer One thing need to be mention that all these customers are Corporate Customers First a customer is being tracked by the Customer Relational Department The all data are being placed in an EXCEL file The inputs are given by the junior officers Then the information gives into share The solution delivery department then analyze the customers information and justify weather the customer can adopt these banking products Finally an offer latter is being sent to the selected customer The customer then sends back an acceptance latter which includes that which product they want to take As in the next phase the solution delivery manager review the whole analysis and store the acceptance latter received by the customer in a file Later on according with the customer requirements the solution delivery assistant officer send another latter to the customer that includes the date and time and the charges for marinating that particular product Basically a contract is being formed between the customers It is also to be mentioned the clauses is being described in the contract which varies Standard Chartered S among customers Sometimes there are customers who pay for the products monthly or take weaver All theses thing are being tracked by the accounts department and the solution delivery management Meanwhile solution delivery manager send an authorization latter to the main hub station Chennai main office And then finally after ch
12. Bank is trusted across its network for its standard of governance and its commitment to making a difference in the communities in which it operates 3 Overview of Banking Services Standard Chartered 5 3 0 Consumer Corporate Banking Services The bank serves both Consumer and Wholesale Banking for customers or corporate clients A list of Consumer and Corporate Banking is given below Services 1 ATM 2 Branch Office 3 Remote Branches 4 Call Center 5 Card Center 6 Cards Help line 7 Cash Offline 8 Consumer Banking 9 Corporate investor relational contracts 10 Credit Card service 11 Personal Banking 12 Offsite ATM 13 Off Shore Banking Personal banking 14 Treasury Room 15 Phone Banking 16 International Banking Banking provides credit cards personal loans mortgages deposit taking and wealth management services to individuals and small to medium sized enterprises Wholesale Banking provides corporate and institutional clients with services in trade finance cash management lending securities services foreign exchange debt capital markets and corporate finance In the following the corporate products descriptions are given Standard Chartered 5 3 1 Corporate Product Description Serial Product Description Total Customer 1 Web Online service where a corporate customer can 1
13. One of the features of this bank are Fund transfer Account to Account transfer Demand draft issue can upload payment and all LC application is possible And more of a fact remote authorization is also acceptable in this e Banking service In eBanking User authorisation and Password protection are more effective as this is an offline Banking Moreover Authentication amp encryption during data transmission is being maintain b CheqWriter To make your cheque payment Automated and more secured Standard Chartered Bank introduced CheqWriter CheqWriter is a very user friendly software which facilitates the preparation printing recording and reconciliation of Bank cheques and generates different kinds of MIS Customizing cheque leaves with customer logos provides a complete history of all cheque payments provides controls against typing errors provides robust overall security provides professional counterfoils etc c iPayment This is completely a new project that the Bank is introducing in this month of April Basically this is a module of WebBank By this module now a customer can actually transfer payment for issue draft anywhere and anytime in the world All they have to have that is the Internet access and SMART card By this smart card the users log in validity will be checked and will have the authority to transfer the payment in selected accounts Standard Chartered 5 B E i Payment in Bangladesh is still on probation An
14. data flow diagram of product selling system by the solution delivery system of Standard Chartered Bank http www umsl edu sauter analysis dfd dfd htm Data flow diagrams illustrate how data is processed by a system in terms of inputs and outputs The context Level of DFD is given below Contextual Level Give customer Receive customer Customer Relation information information Solution Delivery Officer Manager Target Potential customers Send offer Product Set up the CWS latter Prepare contract Installation prepare requisition Officer Product Selling System Authorized of Contract Paper Standard Chartered Bank Received ae isiti Pest equisition Authorized the product installation Send Maintain Product Send money receipt Offer latter acceptance Central Hub latter signed Station contract Customer Back Office Standard Chartered S 6 1 Data Flow Diagram 0 Level DFD In this 0 Leveldiagram I have explained every detailed step of the entire system of this my work area Solution Delivery Department CHAPTER 7 Problem Recognition Standard Chartered S 7 0 Problem Identification In the context of this Solution Delivery Department I think the most major problem is these people are failing to achieve their goals for selling their products The identified problems are given below 1 No systematic way for targeting the potential customer From different department dif
15. nationalities across its network Standard Chartered operates in over 1 200 locations including subsidiaries associates and joint ventures in more than 50 countries in the Asia Pacific Region South Asia the Middle East Africa the United Kingdom and the Americas Standard Chartered PLC is listed on both the London Stock Exchange and the Stock Exchange of Hong Kong and is in the top 25 FTSE 100 companies by the market capitalizations It serves both Consumer and Wholesale Banking customers Consumer Banking provides credit cards personal loans mortgages deposit taking and wealth management services to individuals and small to medium sized enterprises Wholesale Banking provides corporate and institutional clients with services in trade finance cash management lending securities services foreign exchange debt capital markets and corporate finance Standard Chartered is well established in growth markets and aims to be the right partner for its customers The Bank combines deep local knowledge with global capability The Bank is trusted across its network for its standard of governance and corporate responsibility as well as its commitment to making a difference in the communities in which it operates 2 2 A brief History of Standard Chartered Bank Bank opened its first branch in Brunei Darussalam in 1958 And now it has being awarded the industry s first ISO 9002 in the country Standard Chartered Bank is an intern
16. organization By going through all the departments I have chosen the solution delivery department for my study and analysis 1 2 Objective of the Study The objective of my study can be divided into two segments These are given below 1 2 1 Primary Objective The primary objective of this report is to meet the requirements of the course BBA 499A Internship 1 2 2 Secondary Objective The secondary objectives are To analyze the present system of Solution Delivery Department in Standard Chartered Bank basically to find out the effectiveness of the current system To identify the problems if any Finding out the possible solutions to eliminate the problems And most of all to gain a life time experience by working as an intern and achieving knowledge 1 3 Rationale of selecting Standard Chartered Bank Advanced technology and skilled workforce become the most essential elements to go ahead with the competitors in today s dynamic Banking Business World It seams like that the Technology advancement is emerging immensely in every corner of the world It has become very difficult to stay in the competitive market without remaining update with the new technological inventions which are ensuring competitive advantages over other organization Other like the whole world Banking industry in Bangladesh is also became highly competitive Let alone the world only in Bangladesh there are about 4 Government Banks 2 Semi Government Bank
17. range of capital raising alternatives The Bank has established a strong track record in the Asian bond markets leveraging on our strengths in local and G3 currency bond issuance Combining in depth understanding of the domestic debt markets with product expertise and a wide geographic reach Standard Chartered will work with their Clients to customize the most effective capital markets solutions and provide strategies to achieve for the financing and investment objectives The local and G3 currency capabilities are backed by effective marketing and distribution in both onshore and offshore markets and we provide strong research and after market trading support for every transaction 2 5 1 SCB s Global operating regions The Standard Chartered group is operating in 48 countries in various extents These countries are grouped into 5 regions based on their location and core business focuses Africa Includes 11 countries Botswana Cameroon Gambia Ghana Kenya Sierra Leone South Africa Tanzania Uganda Zambia and Zimbabwe Asia Pacific Includes 17 countries Australia Brunei Darussalam Cambodia China Hong Kong Indonesia Japan Laos Macao Malaysia Myanmar Philippines Singapore South Korea Taiwan Thailand Vietnam Latin America Includes 6 countries Argentina Brazil Colombia Mexico Peru and Venezuela Middle East and South Asia Includes 10 countries Bahrain Bangladesh India Iran Nepal Oman Pak
18. 02 Banking check his current account balance updated in every half an hour This is very convenient as a customer can have opportunity to hold multiple accounts and at same time they can get the cash report trade report and everyday transaction detailed report 2 515 Straight through service This is an upgraded On trail version of E Banking with more facilities This is still in the process for developing 3 E Banking By having high security off line banking system a 29 customer can transfer money round the clock and standing any parts of the world 4 i Payment This is a new module under the internet Banking On trail by this module using SMART card an authorized user can transfer the payment or issuing draft from any time and any corner of the world via Internet 9 CheqWriter Making sure that all the cheaque is being pre 104 formed serially numbered a corporate customer now having a better security checking in terms of issuing cheaques In the following a diagram for the Customers product using ratio is being given Standard Chartered Corporate Product Using Ratio Cheaque Writer 45 Web Bank 43 e Banking STS 12 0 E Web Bank STS O e Banking O Cheaque Writer Figure Product Using Ratio 3 2 Foreign Exchange Products and Services Money Market Products Interest Rate and Cross Currency Derivatives Foreign Exchange Forwards and Swaps Money Market Fu
19. Internship Report A System Analysis in the Basis of Corporate Customer Tracking for Selling and Maintaining Service Products Prepared By Ms Shahnaz Afreen ID 0110206 April 30 2006 Ashikur Rahman Business School Independent University Bangladesh Baridhara Dhaka 1212 Subject Letter of Transmittal Dear Sir I hope you will be pleased to know that I have completed my Internship in Standard Chartered Bank in the Solution Delivery Department It gives me immense pleasure to complete my Internship successfully and submit this report on the analysis I have conducted during my internship period At every segment of making this report I tried to enhance my knowledge about the system or work flow of Standard Chartered Bank This report will try to give the picture of my efforts and ability It would be very kind of you for examine my Report work and give me further suggestions and enhanced my clarification due to future prospects Sincerely yours Ms Shahnaz Afreen ID 0110206 PREFACE Banking Business is appearing to be the dominant factor in recent years Long before since the emergence of Banks and similar activities was to attracting people to save valuable possessions and engaging more people in it But with the change in time and technology the pattern of Bank business activities has also changed It is now changing in every day with the changing world with competent man and cutting edge technology to fulfill it
20. Standard Chartered Bank SDMS Customer Product Information Payment Details Reports on Customer Product Information Customer Serial No 0142500 Search RM Code MR0155147 Personal Information Contact Information Address 2 C ABC Building Kakrail Dhaka Frst Name Last Name Islam MiddeName Azam Phone 8354758 email islamGabc info org Product Payment Detail Product Type WebBak gt Account No for Debit 0154875201 Account No for Credit 02617194405 0 Amount zoer Due Charges 0 Last Date for Payment api Remarks Monthly Edit Cancel As you can see in the form there are two fields which indicate to put the account number for debit and for credit There is certain limitation of my software regarding giving this account number In my software there is no option to check the validity of the account number SCB users have to go their usual EBBS software to check the validity of the account number Standard Chartered 5 Standard Chartered Bank SDMS SEE Customer Product Information Payment Details Reports on Customer Product Information Customer Serial No 0142500 Search Code MR0155147 Personal Information Contact Information Address 2 C ABC Building Kakrail Dhaka Frst Name islam Middle Azam Phone 8354758 e mail lislam abc into org
21. artered 2 1 4 Commitment to and from Standard Chartered 2 2 Chapter 2 Introducing the Organization 2 0 Introduction of the 3 2 1 Background of the Company etr ede teste teet tenes 3 2 2 A Brief History of Standard Chartered 4 2 3 Corporate s nateurs 4 2 4 Organizational Profile 6 7 2 5 1 SCB Global Operating Region 7 2 5 2 Standard Chartered Bank 8 2 5 3 Standard Chartered 10 3 Chapter 3 Overview of Banking Services 3 0 Consumer and Corporate Banking 11 3 1 Corporate Product Description 12 3 2 Foreign Exchange Products and 13 4 Chapter 4 Fact Finding Techniques 4 0 Organizational Hierarchy and 14 4 1 My Work Ala deese sene Ine Nen 15 4 2 Applied Fact Finding 1 15 4 IE m 15 44 Document 18 BA MO CIS pu Pu Ep 19 4 6 A Brief Description of SCB
22. ational Bank with particular focus on activities in Asia Africa The Middle East and Latin America The Bank has a network of 740 branches in over 55 countries Its aim is to provide innovative products supported by quality deliver system and customer service Bank also boasts a corporate responsibility that gives back to the community in which it operates Amongst the top priorities are youth resulted projects as well as those supporting health and childcare www standardchartered com As a financial solution provider Bank offers wide range of products and services to a broad customer base in Brunei Darussalam 2 3 Corporate Responsibility At Standard Chartered bank they recognize that they have an impact on the economies communities and on the environment in which we operate and a responsibility to address this impact They also identify that through their business activities they can contribute to sustainable development Climate Change selling our products responsibly tough economic or political conditions are just some of the environmental and social issues faced by an international bank like this Standard Chartered They also believe that by facing up to challenges such as these and by addressing them as part of our everyday business life we can make our brand stand out from the competitors These Corporate approaches are being continued from the year 2004 and till today This part of our approach to Corporate Responsibi
23. d only 2 customers are currently using this system under the testing license 4 7 Gann Chart I made a time like for making this project and continue it more in an appropriate manner The time line for my each task is being given below Months Task Name Duration Start Finish February March April 1 Researching the 4 Days Wed Sun bank s back ground 01 02 06 05 02 06 2 Observing the Bank s 7 Days Sun Sun Work Area 05 02 06 12 02 06 481 3 Document Research 5 6 Days Mon Sun Interviewing 13 02 06 19 02 06 87 4 Analyzing the 10 Days Sun Tue sequential Work Flow 19 02 06 28 02 06 I 5 System Analysis 15 Days Wed Wed 1 03 06 15 03 06 6 Finding Solution and 10 Days Thurs Mon feasibility analysis 16 03 06 27 03 06 i 7 Designing Phase 10 Days Mon Thurs 27 03 06 6 04 06 IK 8 Interface designing 7 Days Sun Wed 16 04 06 26 04 06 KO 9 Reviewed 2 Days Thurs 27 04 06 0 Standard Chartered 4 7 1 Limitations S Lack of comprehension of the respondents was the major problem that created many confusions regarding verification of conceptual question Limitation of time was of the most important factors that shortened the present study Due to time limitation many aspects could not discussed in the present study Due to time constraints the sample size had
24. ecking all the documents the central Hub station sends an authorized latter for setup the product in the CWS Customer Work Station This checking is not being applicable for the cheqWriter The solution delivery department manager decides weather they can give cheqWriter to its customer or not After selecting the products the back office and the accounts department maintain the payments The monthly payment and the waiver all being checked and tracked by the accounts department the service and the manuals and also the set up are being done by the solution delivery department s manager And they are people who tracked the entire document and stored it All inputs are given manually and it s been stored in a manual basis system 5 2 The AS IS Process Here in this AS IS process diagram I have shown every detail of the current working system of the solution delivery department In the following the Diagram is being placed http www tdan com i018ht01 htm 6 Analyzing and Constructing Data Model Standard Chartered 5 6 0 Data Flow Diagram The data flow diagram is drawn on the basis of the current sales of the solution Delivery Department that is being presented onwards To draw this diagram I have followed Gene and Sarson Method 1979 First the context level diagram is shown and then the breakdown of the data flow diagram like the 0 level and level 1 are also shown Here the first diagram is the context level
25. eport the Standard Chartered S Head Office of the Bank This is also a very crucial part where the Bank needs to show their sales rates are computable with the set sales rate 3 More of a fact the customer is failing to have proper guide lines to maintain their service As there are plenty of rules and procedural steps to go on with the system But the bank is failing to give any sort of manuals or service As there isn t very much available information so the employees fail to know to which customer what kind of service they need to give 8 4 1 Effects Internal Effects 1 The employees are having miscommunication within each other 2 employees are making regular mistakes while they are entering repetitive data 3 The employees are facing lot of hassles as they have to listen lots of complains from their customers 4 The employees are become tired of searching each time that which CR officer is handling which customers 5 Making Annual Report is became a serious issue for the employees for every year http members aol com AllenWeb planning htm External Effects 1 The customer is having wrong conception about the service quality of the Bank 2 They are became dissatisfy about the Bank s service quality 3 The customers are having trouble for getting the right service 8 5 Specific Problem Criteria Standard Chartered Bank currently unable to constantly monitor the sales of a particular product for i
26. ferent relational managers are giving the customers information As these products are only for the corporate customers and there is no advertisement for it so it is very necessary for the solution department to get the right customer information More of a fact there are some sales target that the department should meet but if this sort of customer tracking is going on then it is almost impossible to maintain the sales target 2 Incompetent for tracing customer Payment The payment is being calculated by the back office or the accounts department But the charges are being decided by the solution delivery department So for making different charges for different categories of product there is just an EXCEL file to entry those data which is very much incompetent for analyzing these payments 3 No specific time limit for placing the Order When a requisition is being set for a particular customer then solution delivery department analyze the customer status and there is no time limit to check for the customer status Then again in case of set up or CWS authorization it took almost 7 working days but most times this time limit exit 4 Delay for generating instant Report All the processing for set up is being done manually by using EXCEL so it is almost impossible to prepare any sort of instant report It takes hours for making any report Standard Chartered S Analyzing the above facts it has to say that there is a major problem regard
27. gilemodeling com artifacts useCaseDiagram htm CHAPTER 8 Analyzing the Problem gt Standard Chartered fl 8 0 Analyzing the Problem 8 1 Symptoms Symptoms are the indications manifestation or display of inconvenience that can be attributed to the selected problem For my project the symptoms I identified are given below 1 The customer complaining about that though they give the payment properly but yet the bank is claming and sending papers that they didn t give the payment Another major issue is at the end of the year when the employees need to make an annual report then the failed to make it and submit it on time For this reason the solution delivery department s performance rating is going down The bigger issue is in the bank s culture the whole branch considered as a team so this performance evaluation is for the whole cash management department is being marked as bad performer Clients keep complaining that they are having trouble with the banking service but yet the Bank is not responding right away This happen because of the lacking of retrieving information for that particular customer 8 2 Scope The scope is the set of limitation constraint or boundary that holds Standard Chartered Bank behind from the implementation of an alternative strategy The scope is as follows It is not possible to provide any necessary instructions to the Solution Delivery Employees for kn
28. he best leading Bank s And it the duty of this Bangladesh corporate office to hold that same image and continue with the Business To enrich and maintain a better reputation is the only solution to make a business more progressive As this is a global Bank and more appropriate to say all these Bank s product is being sold globally so this should be very much likely that Bangladesh Corporate office should also maintain the same image and continue with the Business Standard Chartered Bank definitely satisfies their Corporate customers and to maintain this scenario in an more efficient and prospective manner the Bank can surely can accept this project in an cordial manner 15 References and Appendix References http www tdan com 1018ht01 htm http eps syr edu toolkit analyzing aspx http pigseye kennesaw edu dbraun csis4650 A amp D UML tutorial activity htm http www agilemodeling com artifacts useCaseDiagram htm http www technologystudent com designpro richpic1 htm http www naa gov au recordkeeping dirks dirksman dirks A12 feasibility html http members aol com Allen Web planning htm http www umsl edu sauter analysis dfd dfd htm http www umsl edu sauter analysis er er intro html Haque I 2004 Course Handout of MIS and System Analysis IUB Appendix 1 Excel Document of the Product Information Excel Document of the Customer Information 2 3 4 Forms
29. ic activity creates any problems in the smooth dataflow through the organization Because observation is A critical view into the actions gestures body language technical efficacy and attitude that leads to a process definition compilation and adroit execution of organizational standards Observation took place at the Transaction Banking Solution Delivery Department 1st Floor and also the HR Department 2 9 Floor of Head Office of Standard Chartered Bank I had the opportunity of observing during the peak period of sales that is at the month of February and March That s why it was easy to understand the whole process and to identify the problems Generally the observations took place at Head Office after 2 00 pm Here is a sample observation plan of sales reporting system from the bank Sample Observation Plan Who The role Solution delivery Manager 1 Computer Operators 2 What The process Making the contract for setting up the justified products Products be multiple When Time amp Date 1 00 to 2 00 pm February 2 2005 Monday Where Location Head Office Dhaka Standard Chartered Bank Why Rationale To know that how products are being justify for different Corporate Customers and reporting system of computer section in depot to the Solution Delivery Manager and Back Office How Technique Simply stayed in the Solution Delivery Department Standard Chartered 4 4 Document Review
30. ility is also present here One major issue also being solved as in the bank different customers are being handle by different CR officers now the CR s name is also being given as a entry the software So now this is quite easier for the employees to track down who are handling which customers 9 4 TO BE Process TO BE process means the system or the process that I have been developed for made the current system more efficient The work process of TO Be system is given in the following CHAPTER 10 15 ssessment Standard Chartered S 10 0 Risk Analysis Like every other project incase of my analysis I have also seen some major risks But yet if we just consider the risk factor then there is no way we can make things in progress The major that I have analyzed Employee risk Data loss risk gt System crash risk gt Risk in terms of employees expertise Only trained employees can handle the whole system So employee availability should be certain Then again if the existing user s failed to cope up with the system then there will be a huge loss 10 1 Risk Identification 10 1 1 System Crash The system might fail and all the data saved might be lost These crashes are very massive It can affect all the concerned as the order entry would not be possible and thus the sales record would not retrievable Thus this crash is able to make a whole system disable for some time 10 1 2 Employee Risk This risk i
31. ing given below By making the exe files and compiled it with Dot Net Frame Work I was able to take the screen shot of the software 13 2 User Guide I tried to develop a user manual or user guide that a user can user the software easily I started with the Log In page of the Software Standard Chartered Bank SDMS Login Information User Name Password Remember Me Cancel Login Standard Chartered Bank SDMS SEE Login Information User Name s hahnaz Password Standard Chartered S In this Log in information page the user gives his her User Name and Password then click Login There is another option given as Remember Me by checking this option the users name get stored in that particular PC There is another button called Cancel By clicking that option the Use Name and Password get omitted automatically Clicking the option Log In this will give the user access to the software If the user gave Wrong password or wrong User Name then the system will not be processed and simultaneously a massage box will pop up as Your User Name or Password is Incorrect Standard Chartered Bank SDMS Please enter correct Password and UserName Standard Chartered Bank SDMS Invalid Login Information If the user gave the accurate Password and User Name the system will be executed and the user will be able to get into the software At the same time a massage will be appear aut
32. ing this product sailing Major Problems Problems caused Damages 1 Delay for establishing Customer Work Customer Dissatisfaction Satiation 2 Miscommunication with the RM and the Losing Customers Solution Deliver Department 3 As repetitive data needs to be recorded Inaccuracy level has been increased Rework level enhanced 4 Employees have to maintain different Employees Working late hours files for the same customer who is occupied with Multiple products 7 1 Problem statement Identifying prospective customers in order to sell corporate products and maintaining the Sales target globally is becoming impossible day by day To handle the existing clients and maintaining the product selling information is becoming more disorganized and if this situation continues then proceeding with this business will only be a burden for the Bank The basic reason for me to picking up this problem is because by analyzing this problem and making a solution for it will make an evolution in the history of corporate business in Standard Chartered Bank Above I mentioned different problem but if we analyze the fact we ll see that all these are connected to one root By solving this customer tracking problem we can eventually make solutions for the other problem areas as well If this customer Standard Chartered 5 tracking became automated then it will be easy for the Bank s employees to get an instant
33. ional Technical Feasibility Feasibility Feasibility Feasibility 1 Online Customer Tracking 2 Higher More Employees 3 Make a software by using VB and MS Access 9 3 2 Why I Choose to this Solution Reason behind I select this solution because this is the most convenient system The bank got the authorization for using MS Access and also VB The employees are already using the MS EXCEL so using Access won t be a big problem The interface is being designed very easily and in a convenient way At this we can tell that this solution is having both the operational and Technological feasibility So apparently the hardware requirement and the software requirement are pretty much ok with the current scenario As all the hardware is already being established so this is to be say that this solution is also fulfilling the economical feasibility There we don t have to spend much for the hardware But yes for the software development we sure do need skilled people and lumps Standard Chartered S of money to run the software efficiently More of a fact by this the employees are having the option for quarry for any sort of manner for customer searching and at the same time they can generate report Other then this if the accounts officers wants to know about the payment status then the solution delivery employees can easily check As the other departments are also having advantages so we can tell that organizational feasib
34. is sort of case the solution delivery department is facing a lot of trouble as they can t retrieve customer information right away c There are different categories of payment Some customer pays the installation price in monthly installment some customer are getting waivers so for Standard Chartered S these purposes their need to be a record which have to be updated regularly Though these are the works for the accounts department but the solution delivery department is the one who sets the payment type and product price More of a fact if the payment if not given by due time then the Solution Delivery Department will deactivate the whole service So for this purpose there solution delivery department also keep record for the payment But in current situation as the record is being kept manually so the employees failed to take appropriate action according to the customer status d Again sometimes the customer requires what is their status condition then it is very obvious that the employees failed to give any sort of instant report under the circumstances 7 3 Use Case Diagram How the system is interacting with each individual means the Employees of SCB or the Customer is being explained in this following diagram Basically in what ways humans are interacting with in the system and what roles they are playing are being described here With the diagram I have also given single Use Case narrative accordingly http www a
35. istan Qatar Sri Lanka and United Arab Emirates UK amp USA Includes 4 countries Falkland Islands Jersey United Kingdom and United States of America www standardchartered com 2 5 2 Standard Chartered Bank in Bangladesh The Chartered Bank started operating in Bangladesh in 1948 opening a branch in Chittagong The branch was opened mainly to facilitate the post war reestablishment and expansion of South and Southeast Asia The Chartered Bank opened another branch in Dhaka in 1966 where it is still headquartered After the merger of the Chartered Bank with the Standard Bank in 1969 the Standard Chartered Bank took up a program of expansion It increasingly invested in people technology and premises as its business grew in relation to the country s economy In 1993 there was an organizational re structuring which led to a substantial expansion of the Bank s business Today the bank has in total four branches in Dhaka apart from the Chittagong branch including an offshore branch at the Savar Export Processing Zone Bangladesh is under the Middle East and South Asia MESA region with the controlling office in Dubai Its correspondent relationship with Sonali Bank the largest bank in Bangladesh gives its customers access to all major centers in the country Standard Chartered Bank s worldwide network facilitates convenient connections with foreign trade and remittance business Standard Chartered Bank s branch banking licen
36. ith the work project What will the technology what s going to be the time for setting up the system what kind of training will be needed all things are analyzed here 2 Operational Feasibility By the term operational feasibility we get to know about weather the work operation is going on smoothly or not Here we evaluate the effects of each alternative on the routine operations of the organisation 3 Economical Feasibility Economical feasibility or financial feasibility is the core of all feasibility analysis Here we measure in terms of whole project What will be the projects start up Start up cost what s gonna be the operation cost what revenues we might earn from this whole project all these are analyzed here 4 Organizational Feasibility Organizational feasibility states that we have to make sure that the departments critical management is working perfectly 9 3 1 Feasibility Analysis of the Selected Solution As there can be three different solutions but yet I have chosen the third option To prove the validity of the choice of solution below I have given the feasibility Standard Chartered analysis chart And from the chart it can be easily identifies that only the 3rd option make all the feasibility constant http www naa gov au recordkeeping dirks dirksman dirks A12 feasibility ht ml Feasibility Studies Economical Organizational Operat
37. lity our policies and describes spread responsible business practices throughout the bank Business Structure Institutional Quasi Govt f Local Multinational Figure 1 Business Structure Still today Standard Chartered Bank have the similar kind of Bank structure showing above 2 4 Organization Profile In the below table the Organization profile is being given in short Organization Profile Standard Chartered Bank 1958 Brunei Darussalam Ground Floor Unit 1 amp 2 Simpang 570 Jalan Tutong Bunut Brunei Darussalam BF 1320 673 2651774 600 offices in more than 50 countries A staff of about 28000 people managing assets worth 47 65 billion 1948 including ANZ _ Grindlays experience Standard Chartered Bank originally established it s first branch in Chittagong Hadi Mansion eee 2 Dilkusha Commercial Area Dhaka 1000 Bangladesh 8802 955 5171 www standardchartered com info standardchartered com 2 5 Market Growth Standard Chartered provides domestic and international issuers with customized local and G3 currency debt financing solutions through Origination Sales and Trading teams located in 18 centers across the world Utilizing a range of capital market instruments including Fixed and Floating Rate Notes Variable Rate Notes Medium Term Notes and MTN programs Commercial Paper Certificates of Deposit and Bills of Exchange the bank provide clients with a wide
38. ndard Chartered 5 Manager Assistant Manager of Solution Delivery Department Department IT and of HRD Here is an interview agenda given that I have used during the interview with the Solution Delivery Manager Interviewee Mohammad Shoeb Ali Solution Delivery Manager Subject Analysis of the three categories of Products Time and Date 2 00 to 2 45 pm February 2006 Duration 50 minutes App Questions Estimated Time 1 A brief Idea about the Products and its uses 4 min Whattype of customer uses these products 4 min How do you Track Customers min Do you conduct any analysis on the information 3 min Whattypes of routine instructions do you usually gives on the basis of daily customer requirements 6 What information helps you in this case 7 Whom do you give all these instructions 8 Do you generate any further report on the basis of daily sales information 9 How do you compare the actual sale with the target 10 What do you do when you need any instant sales information 11 What type of strategic decisions do you make 12 Briefly narrate the understandings 13 Any further queries from both sides 14 Thank you session Standard Chartered 5 Through observation analysts I was able to obtained firsthand information about how the activities are carrying out While observing I have got the idea about how the different processes are carried out how documents are handled whether any specif
39. ndividual customers more of a fact all these information Standard Chartered S can t be updated in an efficient way that later from that stored document employees can have some benefit over retrieving customer details or preparing sales Report 8 6 Problem Causalities Causalities are basically the problems that causing difficulty or creating problems in standard Chartered Bank The causes for incompetence in sales analysis are given below Sales Management Incompetency The solution Delivery Manager and the department are not very much keen to take proper steps to make the sales rate appreciable The department people know that they can work better for maintaining more organized storing process and apparently make the sales rate higher But they are not taking any action for making this possible This is happening because the department people still believes that the on going process is working well off and it s a very easy process to handle No Advertisement This is probably the most serious issues of all that Standard Chartered Bank don t have any sort of advertisement regarding selling these products It is true that these products are only for the corporate customers but yet there happen to be some advertisement In Bangladesh people are not very much aware of these kind of service quality More even they are not very much known to these technologies Standard Chartered Technology acceptance This is pretty obvious tha
40. nds Online Electronic Trading Services Global FX and Economic Research CHAPTER 4 Finding Techniques Standard Chartered 4 0 Organizational Hierarchy Structure Organ gram of Standard Chartered Bank CEO Head of Head of Chief Finance Chief Operating Head of Head of Service IT Consumer Officer Officer HR Delivery Head of Head of GSM Head of Global Head of CR Head of Credits Market Corporate Affaires Multinationals MNE Head of Transaction Large Local Local Assets Assets Banking Liability Assets Head of Head of Supply Head of Direct Report Products Chain Solution BDM Business Delivery Development mgt Assistant Manager Assistant Manager of Supply Chain of Solution Delivery 4 1 My Work Area Cash management Department Standard Chartered is highly recognized as a leading cash management supplier across the emerging markets Our Cash Management Services cover local and cross border payments collections information management account services and liquidity management for both corporate and institutional customers Some Features are given below Manage the availability of client s funds efficiently Monitor and control the movement of funds Standard Chartered fl Settle payments to client s suppliers in a timely and cost effective manner Capture every investment opportunity to increase your income Here f
41. ng the products By keeping this opposite mentality causing this current scenario that the employees facing huge problems regarding generating Standard Chartered 5 reports or to track down customer s status details 8 6 1 The Fish Bone Diagram The fishbone diagram is to assist teams in categorizing the many potential causes of problems or issues in an orderly way and in identifying root causes These causalities are shown here with the Fish Bone diagram below No Advertisement Sales Management Incompitency Customers are not aware of it To many data to manage Sales manager thinks their can manage things Error for entering the data No Customer tracking Process and the sales Entry data Only 3 people are Manually working currently to run this whole Maintaining several department Professional Tila Standard Chartered S 8 6 2 Rich Picture To make the entire problem identification more in a basic n logical manner I have used this Rich Picture method The picture is being placed in the following http www technologystudent com designpro richpic1 htm 9 Defining Hypothesis Standard Chartered 9 0 The Proposed System As we already analyze the current scenario so now in this phase I would like to give some solutions according to the circumstances At this stage I am going to give seve
42. o its customers These products 1 Web Bank 2 i Payment 3 STS 4 CheqWriter and 5 eBanking a Web Bank Standard Chartered has been offering internet access to customers since 1999 We view the internet as a strategic channel that is both economically viable and secure It allows us to reduce costs and circumvent technological constraints that may prevent traditional channels from being available in all countries Internet Banking has the capability to support client s Cash Management needs The system provides a secure reliable and effective link between client and the accounts maintains with Standard Chartered anywhere in the world WebBank is the Internet Banking site for Standard Chartered s Corporate and Institutional Customers It combines convenience and security in comprehensive and easy to use platform WebBank users have access to Cash Management Custody and Continuous Linked Settlement solutions as well as Trade Lending and FX information that leverages on Standard Chartered s extensive international network Standard Chartered S e Banking Comprehensive ranges of transaction initiation options are available in this Electronic Banking Full range of reporting capabilities Group s Electronic banking platform Additionally for utility software for customer interface A p system is installed Front end installed at customer site client CWS customer workstation Server end at SCB site Tandem HUB in London
43. omatically saying Congratulations You are now Logged in the Software Standard Chartered Standard Chartered Bank SDMS Congratulation you are loged on to the system After viewing this message the user will have to click the OK button to enter into the software A blank page will be shown now And in the top of it some buttons are being shown These button says Customer Product Information Payment Details and Report on Customer Product Information Standard Chartered 5 Standard Chartered Bank SDMS Customer Product Information Payment Details the first two options will allow the user for entering data and storing but as for the Reporting option the user can only generate Reports and can take a print out for storing as a hard copy After clicking the Customer Details Button we can see that a form show up the detailed information of the customer will be stored here The user will enter all the customer information about their used products Standard Chartered 5 e Standard Chartered Bank SDMS 1 Payment Details Reports on Customer Product Information Customer Serial No Search Personal Information Contact Information Address Frst Name Last Name Middle Name Product Information Product Type Select Product m Product Requsition Date Saturday Product Setup Date Saturday CWS Date Sa
44. owing the sales figure Standard Chartered S Making any strategic decision at the right time that can affect the sales of a product is not possible The main accounts is not updating instantly while the products sailing The sales record is not updating automatically e It is not possible to know the product availability without counting the products manually in those EXCEL files 8 3 Domain Domain is the specific problem area that can be segregated or narrowed down from a broader view in order to ensure a comprehensive coverage of each key variable creating the trouble The domain of these problems is Standard Chartered Bank is unable to monitor the sales of a product of an area at a specific point of time and unable to update the customer s data at the same time retrieving that information is available 8 4 Interfaces Interface is the set of external variables that largely intensifies the problem in question 1 In the beginning of each year the CEO sets a beng mark for selling products Also do a meeting with the CR officers and the Solution Delivery Manager So for maintaining this sales rate is shape the Solution Delivery manager needs to know the sales rate and the customer number aswell But the cash management department failed to get to know about the exact figure in the right time and thus a huge possibility arise the Bank might loose their sales target 2 Then again the Bangladesh Standard Chartered Bank needs to send r
45. r Standard Chartered Bank I have gathered an enormous deal of experience while going through the intern period and preparation of this report I would like to thank to my Internship Supervisor in Mr Asiqur Rahman for his excellent guidance and support during the preparation of the report special thanks goes to my Internship Organization Supervisor in Standard Chartered Bank Mr MD Shoeb Ali for providing me support and courage throughout my Internship program and helping me to accumulate necessary information I also like to extend my gratitude to Mr Nasim Haider Rana from Solution Delivery Department for helping me by giving the valuable information and on behalf of their company and give me time to understand banking concept And a special thanks goes to Mirza Aminur Rahman Head Transaction Banking of SCB for his support this internship program became achievable for me Lastly my heartiest thanks go to others who were involved and helped directly and indirectly in completion of internship and preparing this report Without them all these wouldn t be made possible CONTENTS 1 fite quail xxi 1 Chapter 1 Background of the Report OO DORE RTT 1 1 1 Objective of the Study ne rie cs 1 121 Primary Objective 1 1 222 Secondary cubus re 1 1 8 Rationale of selecting Standard Ch
46. ral different hypothesis These are given below 9 1 Hypothesis 1 Online customer tracking system Here the customer s going to give their product requisition using the Internet Basically all they have to do is just fill up a form online then send it to the solution delivery depart The solution delivery department afterwards verifies the form and takes necessity steps At the same time they store the customer given data automatically As this is totally a web base database so the accounts department can also checks the payment type This way there won t be any sort of misunderstanding 2 Make the existing EXCEL file organized and higher more employees This way work will be set 3 Make a system based on VB and Access This is definitely an offline system which is more convenient as this way only the employees of the bank need to be trained but not the corporate customers 9 2 Primary Solution As for the primary level solution I have selected the 3rd option This option definitely fulfilling all the feasibility for making this product selling and managing the payment system in a worth full manner yet to prove that this is the best possible solution for this particular problem later on my report I tried to justify the fact Standard Chartered S 9 3 Feasibility Analysis 1 Technological feasibility By this technological feasibility we know that weather there are enough technological support or availability to continue w
47. red Requirements The Hardware requirement is more or less already fulfilled by the current status Software requirements MS ACCESS need to be installed Visual Basic Dot Net needed to be install atleast for running the EXG Files Training curriculum Standard Chartered S e Expertise on MS ACCESS Able to work with Visual Basic 11 1 4 Employees learning status 5 employees are already using MS EXCEL And it is very obvious that they won t need much time to learn MS ACCESS 2 hours training for 2 days will be enough for making a particular employee allegeable for using the software The whole system is being designed in a very simple manner so it won t be much of a problem to learn the whole process There are several ways to make a project run But to make it successful and run it smoothly in the future there got to be a particular planning and implementation of sequence of work in a project The sequential work flow and defining the hierarchy makes a project run not for the current time but as well in the future Standard Chartered 11 2 Budget Analysis Here the budget for this entire project is being analyzed These are the approximate cost for the total development of this project SolDel Department Document Research Interview gt 2000 Observatio Questionnaire SolDel Approval ms Nil Interface Design Software 5000 selection Outlook design control
48. report in the basis of the recorded customer data The Bank can easily allocate which customer relationship manager is handling which customer Currently the employees don t know what their employees status regarding to payment The bank s employees failed to locate their sales balance instantly Moreover to know which customer is using which product and service and who are paying by installment or who are paying monthly charges all records are being kept in an EXCEL file this is very much inappropriate as there can t be any report generate option This is definitely a huge lack that not only the solution delivery department is facing but also the whole sales and accounts department is facing a huge dilemma regarding this current situation 7 2 The Reason for which the Problem needs to be Dissolved This is very obvious that this problem need to be dissolved right away The basic purposes are a The Bank s employees are getting confused that which relationship manager is handling which customers Sometimes miscommunication accurse and which lead to a grater mismanagement b Which customer is using what product for this purpose their need to be a data storage procedure but as the data are only entering by using EXCEL file so this is very much obvious that to get the sales ratio the employees need to face a bigger hassle They can t actually receive any instant report Sometimes single customer is uses multiple products for th
49. rized employee is making the payment entry he she have to put the RM code RM code means relationship manager code Every SCB employee has their RM code from the beginning of their Job life in SCB Under this RM code each employees details saved in the Bank s core software EBBS So even if their be any mistakes during payment entry later time we can figure it out my searching the RM code Standard Chartered S e Standard Chartered Bank SDMS Please Enter Your RM Code If a RM code is not given then the above message will be pop up automatically So whenever a payment entry will be saved we have to put the RM code it s a Mandatory field After clicking the Report option the Banks employees will have this certain report form And this Report is fully Auto generated The report format is given below CHAPTER 14 Conclusion Standard Chartered S 14 0 Conclusion and Recommendation Now a day business does not mean just selling and purchasing the products or services This is very important to conduct the business in an organized and effective manner Now questions arise that how we can make this business process effective Advertising can be a bigger solution in this sector More then that maintaining a satisfactory level of customer satisfaction might make the whole selling process a lot more progressive As we all know in the business world things move on the will of Impression Standard Chartered is the world s one of t
50. rom this above Organogram we can analyze my work area If we just follow the blue colored box then Under the Solution Delivery Manager I started my work This department is particularly being responsible for delivering products and gives services to its customer And give up to date information to the management department 4 2 Applied Fact Finding Techniques For gathering necessary information and understand the system I have applied several fact finding techniques at different point of time whenever I need to require information The mechanisms or techniques used in this project are gt Interviewing e Observing Document Reviewing Questionnaire Survey In a limited Basis The process of applying these techniques are describes on the following sections Haque I 2004 Course Handout of MIS and System Analysis 4 3 Interview Interviews are much more productive than any other techniques applied to understand a system It provides face to face communication and gathering of sample data The interviews were conducted at transaction banking Head Office Bangladesh Several interviews took place at different times through the internship periods As it was my workplace so arranging an interview at any convenient time was possible without any appointment Most often the interviews were conducted between the times 10 00 am to 3 00 am and 5 00 pm to 3 00 pm These interviews were arranged with the Sales Solution Delivery Sta
51. s and about 50 Private Banks This area of business provokes no less interest than others and Standard Chartered Bank is perceived to be one who is going ahead with tremendous growth rate over the centuries Apparently this organization runs very smoothly but since the purpose of my internship report is to search process oriented problems the rationale of picking this organization is to see the changing processes to see the efficiency of the particular processes and analyze whether any new technology be implemented the on going system and generate documents 1 3 1 Commitment to and from Standard Chartered Bank There has been mutual commitment resulted a pseudo fiduciary relationship between me and Standard Chartered Bank management that all the information obtained would solely focus on the internship project and other parties will never enter in the scenario The management promised all necessary documents and allowed access to all required software and processes I was introduced to the staffs related with Sales and Distribution in Standard Chartered Bank so that the flow of information is not hampered during the project CHAPTER 2 Introducing the Organization 2 0 Introducing the Organization 2 1 Background of the Company Standard Chartered Bank leading the way in Asia Africa And the Middle East Standard Chartered is one of the world s largest international banks employing over 40 000 people representing 80
52. s goal for the people Today it is widely recognized that information systems knowledge is essential for managers because most organizations need information systems to survive and prosper Information systems can help companies to extend their reach to faraway locations offer new products and services reshape jobs and workflows and perhaps profoundly change the way they conduct business My report covers the importance of an effective information system that consists of a set of people procedures and resources that collects transforms and disseminates information in an organization It will show how the absence of an effective information system can create problems for the managers to analyze problems visualize complex subjects and create new products Besides finding the drawbacks of a current information system it will also provide the solution that can help the organization to gain strategic advantages over their competitors ACKNOWLEDGEMENT I am grateful to many individuals for the completion of the report successfully Independent University Bangladesh and Standard Chartered Bank both provided enormous support and guidance for my Internship program worth full First of all I would gladly like to thank the School of Business of IUB and Standard Chartered Bank for giving the opportunity of having an Internship program and allow me to submit my report based on the Customer tracking in the context of Product Distribution fo
53. s related with the employees who will use the system If the employees are not skilled and not familiar with the new software they might do some mistakes Even the persons who would maintain the system also might have this problem if they are not experienced enough 10 1 3 Technological Risk In this changing world the technology is changing more rapidly So the technology used in the new system might become obsolete The software would Standard Chartered 5 be then functional for short period of time Then it would be needed to change as the technology changed suddenly and at a vast rate 10 1 4 Development Risk If the team members of the software development team are skilled and experienced enough then this type of problem may occur They might fail to develop the whole new system by the available resources Failure might accrue due to the lack of resources provided or this situation might also happen due to lack of qualified members 10 1 5 Physical Damages Different types of physical damages might cause harm to the system such as the fire might burn out theft or robbery might take place etc This type of problem has also the risk of disable the system totally or partially Risk Mitigation Standard Chartered 10 2 Risk Mitigation Mitigation Plan Corrective Detective 1 Computer Crash Preventive Keep multiple back up of data and report in multiple places Consult with the
54. se in Bangladesh allows it to offer a full range of banking services At present the Bank has ten branches in Dhaka it also have one offshore banking unit inside the Dhaka Export Processing Zone at Savar one branch in Narayanganj three branches in Chittagong one branch in Khulna one branch in Sylhet one branch in Bogra In the year 1999 Standard Chartered has acquired the operation of Grindlays Bank in the Middle East and South East Asian countries Former Grindlays Bank started its journey in Bangladesh in 1905 under the name of Grindlays Bank when it forbears the National Bank of India opened in Chittogong Standard Chartered Bank took over the operation of ANZ Grindlays Bank in Bangladesh as a part of acquisition of the South East Asian and Middle East operation of the Australia and New Zealand Banking Group SCB with its 18 branches and booths across Bangladesh has employed more than 600 people The acquisition of ANZ has enabled Standard Chartered Bank SCB to access 500 000 new customer and 40 branches in India and this made them one of the biggest banks in this region and of in Bangladesh it is the largest foreign bank After acquisition Grindlays Bank is a part of Standard Chartered Group The Bank presently has 18 outlets in 5 cities serving over 1 25 000 customers in the country The network of SCB Bank in Bangladesh includes 10 Branches in Dhaka city 1 Branch in Savar EPZ recently started with full banking operations
55. system developers Stop the work immediately Monitor whether everything is working smoothly or not about data save retrieve report generation etc Give training to the employees Employ some skilled people Consult with the system developers and skilled programmers Monitor employees activities and ask whether they are facing any difficulties or not Ask about whether they need any additional training materials etc 3 Technological Risk During software development phase decide to use the latest technology Consult with the system developers and talk about whether they would change technology and implement the new one Monitor whether the technology is changing or not If changes occur then consult with the system developers and tell them to replace with the new technology if necessary 11 Analyzing the Requirements Standard Chartered fl 11 0 Requirement Analysis 11 1 Current System Analysis 11 1 1 Hardware status Desktop DELL Dell PC GX520 small Desktop Processor speed 2 53 GHz RAM 512 MB HDD 40 GB with CD ROM Monitor 17 colour Mini frame IBM 400 Printer Modem with cables Other logistics 11 1 2 Software Status Database by using SOL Code Backend Processor Sybase SQL Front End Code Other software MS Word MS Excel Notepad etc 11 1 3 Requi
56. t Requsition Date 4 2 2006 February Product Setup Date 14 2 2006 February 2 CWS Date February b February 2006 Sun Mon Tue Wed Thu Fri Sat 29 30 31 1 2 3 B 6 7 8 10H 12 13 14 15 16 17 18 E 20 21 22 23 24 25 25 27 28 1 2 3 4 d 1 11 For product set up date or installation date I have used the same type of calendar On the right side of the form there are some buttons indicating Forward Backward First Record Last Record These options made the software more user friendly and convenient Standard Chartered 5 Standard Chartered Bank SDMS SEE Customer Product Information Payment Details Reports Customer Product Information Customer Serial No 42500 Search Personal Information 7 Contact Information Address 2 ABC Building Kakrail Dhaka Frst Name Last Name 0 Middle Azam Phone 8354758 e mail islam abc info org Product Information Product Type WebBank Product Requsition Date 4272006 February Product Setup Date 14 2205 February CWS Date 13 2206 Februay Delete Cancel Close As all the data is being given the Customer serial number generated automatically from the system Below of this form there are some navigation buttons These buttons are Add
57. t the people in our country are still very much unaware about the latest technologies or the internet technology The corporate people feel very much insecure about their account tracking via internet as internet is accessible by all But lately this Online system is being very secured and each and everyone can have their own security password But the corporate people had to get to these information but yet the solution delivery department is not taking any vital action for makeover this information Lack of Employees There is over 30 branches in Bangladesh And only the corporate head office got this solution delivery department with 3 employees The work load is extreme All the time the relational officer is giving their requisition every other time the customer is Hn calling for changing their Web Bank Password the corporate customer records for these entire products are being maintained by this department Maybe this position of this department was possible when they were just started their journey But now day by day their customers are increasing this is totally an illogical thought that still the work is going on in this way Disorganized Record Keeping System The main target is selling the product keeping record is the secondary task it can be maintained at anyhow this was the confession by one of the employees of the solution delivery department Track down customers records happen to have the same priority as selli
58. to be restricted to 200 only Confidentiality of data was another important barrier that was faced during the conduct of this study Every organization has their own secrecy that in not revealed to others While collecting data on Standard Chartered Bank personnel did not disclose enough information for the sake of confidentiality of the organization Rush hours and business was another reason that acts as an obstacle while gathering data The findings of the survey are based on customers response in Standard Chartered Bank credit card services located in Dhaka City only The results may not reflect the same for other branches of Standard Chartered Bank outside Dhaka 5 Description of Ongoing System Standard Chartered S 5 0 The Current System of Solution Delivery Department 5 1 AS IS Process Description In this process first a customer is being tracked by the Consumer management department or the CR Department According the customers information provided by the CR Department the prospective customers is being targeted Later all these customers information goes to the Solution delivery department And from that department an offer is being sent to the repetitive customers Then the customers take the decision whether they want to accept the offer or not Sometimes the customer rejects the offer sometime they accepted the offer and demand a demonstration of the particular product that the Bank wants to provide to its
59. turday Standard Chartered S gt Standard Chartered Bank SDMS Customer Product Information Payment Details Reports Customer Product Information Customer Serial No Search Personal Information Contact Information Address 2 C ABC Building Kakrail Dhaka Frst Name Masfiq Islam Last Name Middle Name aam 00000 Phone 8354758 e mail lislam abe info org Product Information Product Type Select Product Web Bank Product Requsition Date Product Setup Date CWS Date Delete Cancel Close Here in the above given form a particular customer data is being entered In the top of the form there is this field called Customer Serial Number This is a mandatory field and the number will come automatically from the system Under this Customer Serial Number a single customer data will be entered There is also this Search button which gives the option to the user for searching a particular customer details by just giving the Customer Serial Number Standard Chartered S After filling up the Customer information the user will be entering the product details Here for selecting product I used the option called List As I make this list box the user will find easier to entering data There are 5 option of the product are mentioned Standard Chartered Bank SDMS DE Customer Product Information
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