Question No. 1. The article stated that one of the challenges is “ human face”, where customers still value personalised and responsive services from their bankers. How was this 'challenge' being handled in the planning and evaluation?
Answer:
The article of the Commercial Bank of Africa Limited (CBA) to upgrade their current banking system which has been supporting their business for more than a decade, states that their objective is to generate a new generation banking system with more fascilities and services in order to value the customers for their better future. For this, personalized and responsive services from the bankers is highlighted to be the core objectives for their huge range of customers globaly.
In this case, CBA requires a compete planning and evaluation of the project from the dealer financial services software company TEMENOS™.
Planning:
System analysis and break down of the system by diagraming the problems is to be done in order to define the specific requirements of the customers.
Maintainance of the system with frequent system analysis will help the system to work properly without creating problems to the customers.
The new software upgrade and new generation fascilities will create advanced banking system to provide personalized and responsive services. Like –
Service delivery through multiple channels encompassing traditional branches, ATM`s, point of sale and electronic / internet banking channels
Hubbing of IT operations as the bank expand in the country and the region
Business information management and customer relationship management
Improve hardware and software specifications to meet current needs
Training of staff to be aware of the new system in order to respond to the customer's problems immediately
Alerting client base and customers of the new system
Evaluation:
The project's system is evaluated with the improved service delivery and reduction of the futre costs of the customers.
The online services of the improved banking system allows the customers to manage various aspects of their credit accounts from their home which saves their time and gives them complete control over their own account
It improves the money tallying from the tellers end and improves the security of the banking accounts.
It also improves the responding time between the machines and the human beings with the bank which enables the customers to have better banking experiences.
Question No. 3. The project implementation is the vital part in the whole process of project management, because it would affect the customers' views if anything goes wrong with this phase. Describe the activities that the project manager could plan for this stage, to avoid any risk of failure.
Answer:
For the avoidance of any risk of failure in the banking system, the new and advanced T24 Model bank of TEMENOS™ installed at the Commercial Bank of Africa Limited (CBA) has implemented some new plan and activities. This will affect the customers' views about the banking system.
Implementation:
Implemention of the new core banking system, T24 presents an ideal opportunity for the customers to realize substantial gains in competitive advantage and operational efficiencies. High standard automated services can provide at-ease and more convienient banking system.
TAABS:
The improved T24 simplifies the implementations by combining with their new implementation analysis toolkit TAABS. The toolkit is a fully automated service to analize phase of the project with –
automate interviews,
full audit and
automatic construction of T24 parameter structure.
The system also implements evaluation of the initial return on investment that justifies their section of T24 by monitoring the progress of the project in order to check the status and quality of the system to ensure easy banking system to the customers without any hassle.
TOPS:
The Temenos Operational Performance Service (TOPS) identifies both system and non-system requirements to generate immediate business value. It executes an approach of creating a future vision for an agreeed portion of the customer's business, from a business point of view, with a clear roadmap to achieve that vision, a clear assessment of the benefits which could be achieved in doing so and a view on how they would be measured. Thus, the TOPS services provides a complete Business solution to the customers to deliver an assessment of their current situation, including a Pain Pint Catalogue and identifies a prioritized “quick wins”.
Management Consulting Services:
The Temenos Management Consulting Services is fully documented in the ARIS process modeling system, from IDS-Scheer. By utilizing its expertise in business process the service guides the customer in the transformation of their business, based on the alignment with the process with results in dramatic improved efficiencies, low risk and improved service.
TAM:
The Temenos Application Management Service (TAM) can support the local implementation of the customers to offer a remote administration service. This service provides low cost and high quality t24 support.
Thus with these implementations of the new banking system at CBA, their clients can be highly satisfied and be tension-free with the avoiding risk of failure in their business.
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