mis & computer related activities of hsbc

WELCOME FROM

“INDEX”

PREPARED BY

SAFA TAMSEEL (1771)

MD. NAZRUL ISLAM (1792)

MD. MOHIUDDIN KHAN (1806)

SIBAT HOSSAIN (2537)HSBC

Case Study onUse of Business Process Management (BPM) in Large Companies

Case study questions :

1. Why are large companies like AmerisourceBergen Corporation & Diebold good candidates for BPM ?

2. What were the business benefits of each companies from redesigning and managing their business process?

3. How did BPM change the way these companies ran their business?

4. What might be some of the problems with extending BPM software across a large number of business process?

5. What companies stand to gain most by implementing BPM?

SUMMARY Amerisourcebergen is one of the largest pharmaceutical company in the world that has numerous and complicated relationship with manufacturers, pharmacies and hospital. This company uses metastorm BPM software for managing and redesigning business process. This software has an engine for deploying redesigned process along with capabilities for integrating the process it manages with external systems. The software helps the company to set an accurate price and high return on investment. This company was awarded for excellence in BPM. On the other hand, DIEBOLD INC. is another leading service providing industry. This company installs ATM, Volt, helps by providing currency processing system etc. This company managers can take orders in real time and locate problems and able to resolve problem quickly. They are also strong in BPM.

1.Why are large companies like AmerisourceBergen Corporation & Diebold good candidates for BPM ?

So many complicated processes within them

Many suppliers and many customers

Many business transactions

2. The business benefits (AmerisourceBergen)

AmerisourceBergen, one of the world’s largest pharmaceutical company

Metastorm BPM software for analyzing, managing, and redesigning business

processes.

First BPM project intended to automate and implement an online

collaborative contract and chargeback process.

Results encouraged the company to expand BPM to other areas of the business

The business benefits (Diebold)

Diebold, global leader in integrated self-service delivery and

security systems and services with worldwide operations.

Progress Savvion’s Business Manager BPM solution to understand

and improve order fulfillment process.

BPM project generated real time visibility of the order process to

analyze, control, and improve its execution.

Pleased with the results, Diebold immediately used Business

Manager for other processes.

3. How did BPM change the way (AmerisourceBergen)

Automate and implement an online collaborative contract and chargeback progress which is responsible for a $10 billion annual cash flow.

Controls compliance with pricing terms and the payment of rebates from the manufacturer.

Contract changes to be recorded into the system and validated against internal business rules.

Creates specialized process that interface with SAP, including the ability to receive, track, reconcile, and expedite all credit variances.

Enables link with its trading partners. Online audit of all activities.

How did BPM change the way (Diebold)

Became global leader in security systems and services worldwide. Improved order fulfillment process. Provided a platform to define the organization’s business process. Tracking of order any time and take decision quickly. Managers learn how long each step of the process usually takes. Detection of production when it completes.

4.Possible Problems with BPM

Software

• Complicated and large software updates

• Crashes and failures• Dependency on one

system and one vendor• Compatibility issues with

other information systems

Business

• Complication instead of simplification

• Loosing control• Redundancies • High cost due to

maintenance and control

5.Companies that stand to gain the most

1. Large companies

Synergies in compliant process across several divisions.

Overview: Extensive list of different products and business processes.

Decrease number of employees and process failures by automation and

process redesign.

Companies that stand to gain the most

2. Customer-orientated companies

Fast response times

Immediate feedback

Automation: customers work themselves (self-service)

Customer convenience and satisfaction

Depending on reliable customer data in different entities and divisions

Companies that stand to gain the most

3. Online companies and start-ups

Modern processes and technologies lower resistance to changes faster adaptions

of redesigned processes.

Collaboration across different functions.

Lower budget simpler processes.

4. High risk Businesses (e.g. financial)

Risky processes

MIS RELATED ACTIVITIES OF

HSBC

HSBC is one of the world’s largest banking and financial services

organizations. They serve around 51 million customers through four Global

Businesses With more than 6,100 offices worldwide.

About HSBC

HSBC is a Banking Industry also a Financial Corporation

Douglas Flint (Group Chairman)

Ravi Teja (Group Chief Executive)

Which established on 3 March 1865; 150 years ago in Hong Kong (as The

Hong Kong and Shanghai Bank)

By Thomas Sutherland

HSBC profile

Stuart Gulliver, HSBC Group Chief Executive

HSBC Bangladesh

Francois de Mari court is the new Chief Executive Officer of its Bangladesh operations from 1 October 2014 .

HSBC BangladeshHSBC opened its first branch in Bangladesh in 1996. It offers a range of financial services in

Bangladesh including commercial banking, consumer banking,

payments and cash management, trade services, treasury, and

custody and clearing.

Branches of HSBC in Bangladesh

HSBC bank Bangladesh is Network of 13 offices including

1. Dhaka Main Office2. Dhanmondi Office3. Gulshan Office4. Baridhara Office5. Motijheel Office6. Uttara Office7. Banani Office8. Lalbagh Office9. Narayanganj Office10.Chittagong Office11.GEC Office12.Sylhet Office13.Mymensingh Office

Functions of major department of HSBC

Major functional departments of HSBC that perform MIS & computer related activities :

Information Technology (IT) Hongkong Universal Banking

(HUB) Administration Department Network Service Center Personal Financial Services (PFS)


Service Department

The services department ensures smooth operation and functioning within and between all the departments of HSBC. The various subsidiary division within this department are: Administration IT Internal Control (IC) Network Services Center (NSC)

Information Technology (IT)

Operations: • Maintains communication media and security system • Provides technical support to LAN communication • Maintains database • Submit off-line batch run report • Does trouble shooting • Develop in-house software



Financial Control Department (FCD)

This is considered as the most powerful department of HSBC. The functions of FCD :FC – Foreign CorrespondencePCM – Payment & cash managementOCM – Outward cash managementPersonal Financial Services


Hongkong Universal Banking (HUB)

Assists HUB

operations

Execute

trouble

shooting

Generate reports

Control

s HUB

access

Assists aud

it programs

HUB

Administration Department

General administration

Business support service

Administration Department


Network Service Center

Clearing Scanning of

signature cards

issuing checkbooks

sending & receiving

Remittances


Operations:• Facilitates the network service.• Updates the information system.• Generate the Phone Banking PIN and the ATM PIN


Personal Financial Services (PFS)

This department supervises: Customer Service Department (CSD) ATM (Automated Teller Machine) Product Development department

Hexagon cheque writer

Hexagon Cheque Writer. It is a cheque writer product which is

also a built-in module of Hexagon, global electronic banking. It is

designed to facilitate the corporate customers for preparing,

printing and updating the PC ledger (ledger maintained in

cheque writer).

Amacis Ltd. the e-channel and m-channel management company is a leading provider of customer relationship

management software that transforms the way global enterprises manage customer

interaction. Amacis offers a unified e-channel and mobile-channel management

environment called Amacis Visibility.

Amacis Ltd

Vendor Selection

In April 2000 , Amacis was chosen as the vendor to provide the customer interaction management application to answer the bank’s needs. HSBC intends to roll out the new service in 3 key stages.

Phase 1: A number of specific web forms to cover technical support and feedback for Internet Banking Customers.

Phase 2: E-mail support for customers of specific business units in the Commercial sector.

Phase 3: Will offer management of secure, authenticated, free format messages delivered through Internet Banking.

Email Marketing Process

The email marketing process of HSBC Bangladesh has been divided into three phases.These are:1. The Preliminary Phase2. The Interim Phase3. The Final Phase

Starting an Email Newsletter

The email marketing campaign can be further enhanced by starting an email newsletter. HSBC has a newsletter that is printed out and sent to every customer via courier. The software version of this newsletter can be sent to the users via email.

ATMHSBC offers 24/7 ATM service. G4S (G4S Security Services Bangladesh Ltd) is helping HSBC to provide cash safely to the booths. Besides , HSBC :

Ensures the trouble free operation of all the ATM centers Disburses money to the ATM centers

HSBC has Atm booth in different place of capital and in 5 EPZ areas in our country.

Offsite ATM Network

In addition to Branches, they offer 24/7 ATM service at their Offsite ATM network.

Mobile app for HSBC

HSBC provides mobile app for android, iphone & other smart phones. Access eligible accounts anytime: View balances and transaction history Use Global View to monitor eligible international HSBC deposit accountsTransfer funds between eligible HSBC accounts Pay bills to virtually anyone in the U.S. Locate HSBC ATMs and branches Send and receive secure Bank MailDeposit check with the tap of phone

Global Software Delivery

HSBC Global Software Delivery is a globally

managed function within HSBC. These areas are

responsible for developing, implementing and supporting systems and processes that enable best-in-class service to HSBC's customers across

the globe

HSBC Global Software Delivery is dedicated to providing technology solutions that

enable HSBC to remain on the leading edge in the

development and delivery of high quality, customized IT

banking systems.

Global Service Delivery

Everyday HSBC customers worldwide set up companies buy

homes and pay bills. HSBC is responsible for services

like:

1. account servicing2. payments processing and analytics3. customer contact centers4. card operations and processing

Global Service Delivery are managed by both onshore and offshore teams. Many of HSBC employees are based in Global

Service Centers which are located in India, China,

Malaysia, the Philippines, Sri Lanka, Egypt, Turkey and Poland

and Bangladesh.

HSBC technology and service responsibility

HSBC technology and service provides essential operation services, IT and

technical support to help the HSBC group function effectively on day to day basis. HSBC their expertise and technology to

improve the bank’s customer and service efficiency.

Major service responsibilities of HSBC are..

1. Running customer service operations and business processes from contact centers to 2. payments processing3. Developing software and applications that underpin HSBC’s banking systems4. Managing IT systems, infrastructure and support5. Implementing major strategic change programs6. Procuring goods and services for the GroupManaging HSBC’s global corporate real estate portfolio

HSBC technology and service responsibility

Global Change Delivery

The Global Change Delivery team helps to shape and

implement strategic change for HSBC. HSBC business and

process consultants, analysts and program and project

managers work to improve the service.

Corporate Real Estate

Global Corporate Real Estate manages HSBC’s property portfolio. HSBC plays an important part in HSBC’s

growth in both owned premises and leased property.

HSBC’s Internet banking service that makes managing Clint's

finances a pleasure, letting them fulfill most of their banking

needs online. Now anyone can take control of their account whether at home or abroad

Internet banking

Internet banking

HSBC gives internet services as like..1.Access your account 24/7 (subject to planned maintenance periods).2.View your balances and transactions3.Make transfers between eligible HSBC accounts.4.Online Bill Payments - Make life easier. Pay your bills online5.Create, view, amend and cancel standing orders6.Apply online for different products.7.Update your email address, contact telephone numbers and other personal information8.Foreign Exchange - Perform foreign exchange enquiries9.EStatements - View, print and download your to track your transactions.

Internet banking

Personal Internet banking

HSBC allows their customer to control in their balances and transactions. They can Sign up for Personal Internet Banking and manage their money from different locations. They offer service like:

1. View up to 7 years of checking and savings statements using estatements2. Move money easily between your eligible HSBC and non–HSBC deposit accounts3. Pay bills securely and for free, with an on–time guarantee1

4. Send money from your HSBC accounts to another person, business or financial institution 5. funds transfers (wires)6. View Form 1099–INT2 when you sign-up for eStatements7. View copies of your posted check images with Record Check

Secure key

Secure key like an electronic key to access in

online banking. HSBC provides two types of secure key.

1. Physical Secure Key2. Digital secure key

If anyone is new to Online Banking, he will be able to choose between using a Digital Secure Key on a compatible device or a physical Secure Key.

If anyone is already using the physical Secure Key he'll be able to switch to the Digital Secure Key.

Secure key

Physical Secure Key

1. It is about the same size as a credit card

2. Just switch it on, enter Secure Key PIN and it'll give a unique, one-off six digit pass code.

3. It can be Used as a Secure Key to log on to Online Banking

Secure key

Digital Secure Key

1. It's accessed through the HSBC Mobile Banking app

2. Our two factor authentication offers a higher level of security which will help protect you from online fraud

3. once you've set it up, just open the HSBC Mobile Banking app, enter your Digital Secure Key password

4. Use your Digital Secure Key to log on to mobile and Online Banking

Communication

HSBC communicates with headquarter and other departments via e-mail, online, telephone, fax etc. CEO, Directors order area managers and country managers and they execute task according to their directions.

Stock Exchange

HSBC has qualified officers, analysts, managers who monitor their stock market from their office and take required steps in their

stock market.

E- recruitment

HSBC mainly uses online for recruiting new employees. Bdjobs.com is popular website for e-recruitment

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