This slide presents MIS & computer related activities of popular multinational bank HSBC

1. WELCOME
FROM
“INDEX”

2. PREPARED BY
SAFA TAMSEEL (1771)
MD. NAZRUL ISLAM (1792)
MD. MOHIUDDIN KHAN (1806)
SIBAT HOSSAIN (2537)

3. Case Study on
Use of Business Process Management (BPM) in Large Companies

4. 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?

5. 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.

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

7.  So many complicated processes within them
Many suppliers and many customers
Many business transactions

8. 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

9. 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.

10. 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.

11. 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.

12. 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

13. 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.

14. 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

15. 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

16. MIS RELATED
ACTIVITIES OF
HSBC

17. 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

18. 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

19. 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 .

20. HSBC Bangladesh
HSBC 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.

21. Branches of HSBC in Bangladesh
HSBC bank Bangladesh is Network of 13
offices including
1. Dhaka Main Office
2. Dhanmondi Office
3. Gulshan Office
4. Baridhara Office
5. Motijheel Office
6. Uttara Office
7. Banani Office
8. Lalbagh Office
9. Narayanganj Office
10.Chittagong Office
11.GEC Office
12.Sylhet Office
13.Mymensingh Office

22. 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)

23. Functions of major department of HSBC
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)

24. 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
Functions of major department of HSBC

25. Functions of major department of HSBC
Financial Control Department (FCD)
This is considered as the most powerful
department of HSBC. The functions of FCD :
FC – Foreign Correspondence
PCM – Payment & cash management
OCM – Outward cash management
Personal Financial Services

26. Functions of major department of HSBC
Hongkong Universal Banking (HUB)
Assists HUB
operations Execute
trouble
shooting
Generate
reports
Controls
HUB access
Assists
audit
programs
HUB

27. Administration
Department
General
administration
Business
support service
Administration Department
Functions of major department of HSBC

28. Network Service Center
Clearing
Scanning of
signature
cards
issuing
checkbooks
sending &
receiving
Remittances
Functions of major department of HSBC
Operations:
• Facilitates the
network service.
• Updates the
information system.
• Generate the
Phone Banking PIN
and the ATM PIN

29. Functions of major department of HSBC
Personal Financial Services (PFS)
This department supervises:
 Customer Service Department (CSD)
 ATM (Automated Teller Machine)
 Product Development department

30. 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).

31. 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

32. 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.

33. Email Marketing Process
The email marketing process of
HSBC Bangladesh has been
divided into three phases.
These are:
1. The Preliminary Phase
2. The Interim Phase
3. 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.

34. ATM
HSBC 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.

35. 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 accounts
Transfer funds between eligible HSBC
accounts
Pay bills to virtually anyone in the U.S.
Locate HSBC ATMs and branches
Send and receive secure Bank Mail
Deposit check with the tap of phone

36. 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.

37. Global Service Delivery
Everyday HSBC customers worldwide
set up companies buy homes and pay
bills.
HSBC is responsible for services like:
1. account servicing
2. payments processing and analytics
3. customer contact centers
4. 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.

38. HSBC technology and service responsibility

39. Major service responsibilities of HSBC are..
1. Running customer service operations and business processes
from contact centers to 2. payments processing
3. Developing software and applications that underpin HSBC’s
banking systems
4. Managing IT systems, infrastructure and support
5. Implementing major strategic change programs
6. Procuring goods and services for the Group
Managing HSBC’s global corporate real estate portfolio
HSBC technology and service
responsibility

40. 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.

41. 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

42. Internet banking

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

44. 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 estatements
2. Move money easily between your eligible HSBC and non–HSBC deposit accounts
3. 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 eStatements
7. View copies of your posted check images with Record Check

45. Secure key
Secure key like an electronic key to
access in online banking. HSBC
provides two types of secure key.
1. Physical Secure Key
2. 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.

46. 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

47. 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

48. 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.

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

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