CC3002 POST IMPLEMENTATION ISSUESCOUNTRY BANK CASE STUDY Spring Semester | February 2013 ....................... Data issues ......Table of Contents 1..................... 9 14............................... 1 2..................... MyBank installation constraints ................................................................................... 2 5................................................... 4 10... ISST department ............................................................................................................. 6 11...................... MyBank Objective – Technology Steering Committee (MTSC) .............................................................................. 1 4.. The company ..... 3 8...................... Regional Office and Branches .................................................................................... The MyBank Project............................................................................................. MyBank Project Plan ................................................................................................................................................................ MyBank modules .............................................................. 3 7.................... Support issues ............................................................................. 2 6................. 8 13....................... 7 12............................................. Existing IT systems ... 3 9............................................ Staff issues .. 1 3.............. Introduction .............. MyBank hardware and software requirements ......................................................... 9 ............................ 1. Along with many other banks. responsible for managing the whole project from conception to completion. 2. Recently the bank celebrated 1 million customers milestone. Cash counters are open for transactions on 10-5 basis. Most of the development work has been completed and final system and user testing is under way. Regional Office and Branches The bank has made its presence in the country with Regional Offices at Dhangadi. Despite strong competition from other banks. it has its corporate office at Kathmandu. 2 cashiers. 1 customer support and 1 support staff. Any loan request made to the Branch Office is forwarded to the Regional Office by the Branch Manager. The corporate office handles various functionalities of Financial Predictions. The remaining tasks are to: plan the installation of MyBank: plan all aspects of the installation. Pokhara and Biratnagar. staffing and management of a new Help Desk service within the Country Bank ISST department Detailed guidance on the content and structure of these plans is available in the assignment specifications. but there is provision of Special Counters for Deposit in Morning Hours (8-10AM) and Evening Hours (57PM). 3. Page 1 . Each branch offices handle Deposit and Withdraw. Information System Implementation. The company Country Bank Limited is a medium sized bank of Nepal. including activities that will be done by Country Bank employees and those that will be contracted out to a third party plan the support of MyBank and other Country Bank information systems: plan the set up. Research and Planning. The Corporate Office also acts as regional office for Central Development Region. Country Bank has been able to reach out to high number of customers for deposit and loans. There are total of 71 Country Bank branches.CC3002 2013 Coursework Assignment: Case Study CC3002 Coursework Case Study: Country Bank Ltd. Introduction You are the project manager of the myBank development project at Country Bank Ltd. Human Resource Management. Nepalgunj. Each branch office is handled by a minimum team of 6 permanent staffs. 1 Branch Manager. including accounting and personnel systems at the Kathmandu Corporate Office (see Support Issues section). The ISST Development team includes: 2 project managers (including you) 2 system / database administrators 3 business analysts 8 Oracle developers The ISST department also has a PC support team (3 staff at CO. Over the last two years. 5. Two years ago. 5 at the ROs). The Branch Office would also be able to see the Client Details of that particular Branch.CC3002 2013 Coursework Assignment: Case Study Regional Office Location Kathmandu Biratnagar Pokhara Nepalgunj Dhangadhi Branch Manager Branch Offices Monitored Yubraj Subedi Bikash Shah Chandra Gurung Suman Kishore Amrit Bhatta 12 branch offices (including 5 using existing Accounting packages) 17 branch offices (including 7 using existing Accounting packages) 15 branch offices (including 8 using existing Accounting packages) 14 branch offices (including 6 using existing Accounting packages) 13 branch offices (including 4 using existing Accounting packages) 4. ISST department AccPro was developed using Oracle by an in-house ISST Development team recruited specifically for the project. Existing IT systems Country Bank’s technology infrastructure has grown organically and the Branch Offices use a range of different systems depending on their size and how/when they were acquired. supporting the installation and use of PCs and standard office software. Country Bank came up with requirement to develop single software that would operate on Client-Server Architecture and would consolidate all the transactions occurred in Branch and Regional Offices. The old software is named AccPro (Accounting Package) and new system is named MyBank. Currently. The Consolidates as well as Individual branch reports would be visible to the Regional Office of that Region. they have conducted ad hoc maintenance of AccPro and other systems. while Branch Office would be able to operate Transaction System of the Software. Regional as well as Branch report would be visible from MIS software. Surya Rana. 30 retail outlets use off-the-shelf Accounting packages. Page 2 . but the rest of the retail outlets use a mixture of manual and computerbased processes to keep track of deposit and withdraw amount by customers. Most of the Development teams have remained at the company and now report to the ISST Manager. The Consolidates. and a Network support team (3 staff at CO). etc. and most of the Development team have been committed to the project for the last 6 months. The MyBank Project In order to continue to compete effectively. Any ISST staff on the MyBank project is available to be assigned to appropriate tasks. 6. ROs and CO connected.e. It has been acknowledged that their involvement may need to increase during the installation phase. Country Bank’s board of directors made a strategic decision two years ago to improve efficiency by investing in new supply chain software and processes. withdraw. BOs and the Kathmandu CO.). MyBank modules The following modules comprise the MyBank system: Module Branch Officemodule Regional Officemodule Customer-module MIS-module Interface: accounting system to MyBank Interface: MyBank to accounting system Description Standard functions linked to deposit and withdrawal of funds and reporting functions available to the branch manager on a PC. Online module to check the transaction details. but also Finance) have also been working on the project during this time (requirements and design workshops. The aim of MyBank is to have all BOs. Nightly transfer of customer details Nightly transfer of transaction details 8. MyBank installation constraints The following constraints must be recognised for the MyBank installation: Page 3 . loan MyBank will provide a Customer Relationship Management Module so that. deposit. Staffs from user departments (mainly Operations. This has entailed a company-wide business process review and includes the MyBank project. Surya Rana has insisted that this project is given top priority. Module to view Consolidated as well as Individual Branch Transactions reports from Regional and Corporate Office. customers would be able to check their transactions through username and password provided. user acceptance testing. Loan and Interest Module. The aim is to have MyBank fully operational across the whole organisation by the end of December 2013 with customer service-integration. i. 7. As a result all transactions will be automated.CC3002 2013 Coursework Assignment: Case Study The Network team has recently completed the 18-month COBWAN (Country Bank Wide Area Network) project to get all retail outlets onto a fully integrated companywide network linked to the ROs. 9. the Regional Office-module (for all branches supported by that RO) and the two interfaces The Branch Office-module may be installed for individual BOs separately The MIS Module at Corporate Office should be installed at the end. The earliest possible date that installation can begin is 4 June 2013. Page 4 . so that it can show the Consolidated Report.CC3002 2013 Coursework Assignment: Case Study A minimum installation is the Branch Office-module (for one BO). MyBank hardware and software requirements MyBank has been developed using a three-tier thin-client architecture. Access to each of the modules will be controlled by username and password. This means that the project team has to install application software and a database on the servers (see below). but does not have to install any client software. All staff need on their PCs to use any of the MYBANK modules is a standard web browser and the appropriate URL. 3. Estimated 2 days to install hardware and operating systems.3. existing PC provision is adequate None None. will support additional MyBank functions Currently used by operators to access AccPro Country Bank Wide Area Network (COBWAN) Application Server and Database Server loaded on a single X-1000 UNIX server Separate Application Server X-420 and Database Server X-1000 Installation requirements None. it will take two days to configure this environment before user training can begin. MyBank Release 2.3.CC3002 2013 Coursework Assignment: Case Study The following equipment is required to support MyBank: Equipment Branch Office PCs Description Currently used by store managers for various admin tasks.1 currently loaded (this refers to both application and database). this is expected to be the production release of the software MyBank Release 2. The project team needs 3 further days to migrate MyBank Release 2. Meridian Solutions to remove hardware (1 day) in partexchange arrangement.1 currently loaded and being tested by user team. Hardware to be delivered and installed by Meridian Solutions at the start of May. To be de-commissioned once installation of MyBank fully operational in all areas. at least one PC installed in all branch offices Local PCs Network Development environment None.1 to this environment. Page 5 . it is expected that this testing will complete in mid-April and that this version of the software will be signed off as the first production release Note that this environment will be used for user training once testing has completed. Test/Training environment Production environment Separate Application Server X-1000 and Database Server X-3000 Existing DIPS server Database server X-580 (no separate application server as AccPro is two-tier) Note: all servers are located in a secure room in the Kathmandu CO ISST department. to determine the overall direction of the project The MYBANK project manager has a good working relationship with all members of MTSC. the Operations Director. Seema Khanal. More seriously.g.). At a MTSC meeting in August. time and quality. MyBank Objective – Technology Steering Committee (MTSC) The MyBank project is being overseen by the project steering committee (MTSC). he has been slow to release staff from their normal duties to spend time on the project (e. The committee meets once a month at the Country Bank CO. However. Steering Committee role Executive Senior user Senior user Senior supplier MYBANK project manager Position Managing Director Operations Director Financial Controller ISST Manager ISST Project Manager Name Seema Khanal Milan Kandel Bibel Karna Jeevan Nepal You MTSC have given the following guidance with regard the installation and support of the MyBank system: all MyBank modules to be installed in all areas as soon as possible the MIS-module have a less urgent requirement as the full business benefit of these modules will only be realised when all BOs and ROs are live on MyBank there should be as little disruption as possible to normal business operation any Country Bank Office may only close down for a single day as a result of this project (a few retail outlets are not open on Sundays) Page 6 . claiming that operational staff are "too busy". for user acceptance testing. the Managing Director.CC3002 2013 Coursework Assignment: Case Study 10. to make important decisions regarding budget. emphasised the strategic importance of the project and stressed that everyone involved should give MyBank the highest priority. despite his genuine enthusiasm for the project. Milan Kandel. etc. for a report on progress from the project manager. resources. has been reluctant to commit his own time to MTSC meetings. CC3002 2013 Coursework Assignment: Case Study 11.12 Oct 2012 (completed) 17 Oct 2012 . baseline plan Analysis phase Design phase Development and Implementation phase Preliminary installation and support plan Final installation and support plan Installation Support phase 11 Apr 2012 . feasibility assessment Project Initiation Document (PID) incl.24 Jun 2012 27 Jun 2012 . incl. MyBank Project Plan The following table shows an agreed high-level schedule for the project: Stage / milestone Project start-up Planned date(s) Agree statement of need and membership of MTSC Steering Committee by 31 Dec 2011 By 28 Jan 2012 By 8 Apr 2012 Actual date(s) Signed off on 22 Dec 2011 Project brief.8 Jul 2012 (completed) 11 Jul 2012 .30 Sep 2012 10 Oct 2012 – 11 May 2012 By Week 5 2013 (date to be confirmed) By Week 13 2013 (date to be confirmed) 4 June 2013 (earliest) – 14 December 2013 Must start as soon as any part of MyBank is live Delivered 3 Feb 2012 Agreed by SC on 10 Feb 2012 Delivered 8 Apr 2012 Revised 12 Apr 2012 Agreed 15 Apr 2012 18 Apr 2012 .… (on-going and on-schedule) (note: assignment 1) (note: assignment 2) … … Page 7 . CC3002 2013 Coursework Assignment: Case Study 12. Deposit Withdrawal Balance at end of Day Balance at end of Week Balance at end of Month Balance at end of Year Interest Customer details created in accounting system. Data issues The following table shows an overview of the data that will be used in the MyBank system. migration requirements are also shown in the table. 80% of existing accounts in AccPro. MYBANK requirements All account details required (approx. with full details. Some data will need to be migrated from existing systems during the installation phase. Do not exist currently. All exist in DIPS. MTSC is aware of these migration issues and that they will need to provide staff (probably from the BOs) to assist with this exercise. existing nightly interface transfers supplier details into AccPro. to ensure consistency between systems. 3000+ distinct accounts) All required in MyBank (5 distinct account categories) Accurate balance required for all accounts Account Categories Transaction Details Customers Existing data conversion (interface) program has been modified to work with MyBank Loan Loan Requests must be processed by Regional Office of the concerned branch Page 8 . Data Accounts Existing status Approx. from existing Development PC and network support teams. a new ISST Help Desk function within the ISST department is required. or any other appropriate Country Bank staff. network and other IS support. but the managing director has clearly stated that this is with a view to expansion rather than seeking to reduce the number of staff. but this is outside the scope of these reports. The purpose of this help desk will be to provide support for all Country Bank's IT systems. While ISST staffs have been providing PC. this has been arranged by informal telephone requests to ISST and local support staff.e. Recruitment of new staff from external sources will be considered in a year's time. . The aim is to streamline procurement and inventory management.CC3002 2013 Coursework Assignment: Case Study 13. There would also appear to be some anxiety about MyBank in the BOs. Help desk staff will be recruited internally in the first instance. As part of the scope of the MyBank project. i. Branch managers are concerned that the new system will bring about a loss of independence and flexibility. Support issues The Country Bank ISST department does not operate a formal help desk. 14. in addition to the MyBank system. The role of MyBank project manager includes taking on the role of the help desk manager for an initial one-year period once the installation of the MyBank system is complete. Staff issues Rumours have been circulating within the BOs and ROs about possible redundancies following the introduction of MyBank. while staffs are worried about being able to get used to the new “complicated looking” tills.End of Case Study - Page 9 . These rumours have been denied by senior management during steering committee meetings.
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