This document provides a project report on the Quality Management System (QMS) and Business Information Technology System (BITS) at Mahindra Finance. It discusses how BITS implemented an IT infrastructure including handheld devices to enable a networked mobile workforce of 3,000 employees, allowing Mahindra Finance to expand its rural customer reach without adding new branches. It also describes Mahindra Finance's maintenance of ISO 9001:2000 standards through its documented QMS policies and procedures governing areas such as documentation, management responsibilities, resource management, and product realization requirements.
The document discusses the modernization of State Bank of India's (SBI) core banking systems. SBI implemented a new centralized core banking system provided by Tata Consultancy Services to replace its older distributed system. The project involved converting 3,300 branches by 2007. Key objectives were delivering new products, improving efficiency, and gaining a single customer view. Challenges included the system's scale and custom requirements. Careful planning, training, and high-level support helped ensure the project's success and resulted in benefits like increased productivity and customer retention.
This document introduces best practices for managing users, identity attributes and entitlements in a typical "corporate" environment:
1. The focus is on organizations with 1,000 to 10,000 internal users, such as employees or contractors. They may be corporations or non-profit organizations such as government, healthcare or military entities.
2. Users in these environments are normally provisioned physical assets, such as a cubicle, desk, chair, phone, PC and building access badge.
3. Users in these environments are also provisioned logical access, such as an Active Directory login account, Exchange mail folder, Windows home directory and a variety of application security entitlements.
The objective of this document is to identify business processes that drive changes to users and entitlements in an organization that fits this description and to offer best practices for each process.
Organizations that are able to adopt best practices processes will benefit both from optimized change management and from reduced total cost associated with automating their processes on an identity and access management (IAM) platform.
Pan Asia Banking Corporation PLC is a public limited company incorporated in Sri Lanka in 1995. It operates as a licensed commercial bank listed on the Colombo Stock Exchange. The bank's vision is to become the most customer preferred commercial bank in Sri Lanka by providing professional, personalized, secure, and quality banking services using modern technology and innovative products. It offers services such as personal and business accounts, credit cards, deposits, investments, loans, and remittances. The bank aims to focus on differentiation and target specific customer segments to meet their needs through specialized products and services. It plans to improve technology over time through initiatives like enhanced online banking, mobile banking, and chip-based cards.
The State Bank of India implemented the largest centralized core banking system in history to modernize its technology and remain competitive. It selected Tata Consultancy Services to implement the TCS BaNCS system across SBI's over 14,600 branches and affiliate banks, involving converting approximately 140 million accounts. The project was highly successful and expanded in scope from an initial 3,300 branches to eventually include all SBI branches, achieving SBI's goal of offering modern banking services across India.
Enterprise-scale organizations employ large numbers of internal users, with different access requirements spanning large numbers of systems, directories and applications. The dynamic nature of modern enterprises demand that organizations efficiently and securely provision and deactivate systems access to reflect rapidly changing user responsibilities.
This document introduces a strategy for large-scale enterprise user administration. This strategy complements the traditional role-based approach with user-issued security requests combined with periodic audits.
Using this approach, new privileges are granted to users in response to user-entered requests, rather than
being predicted by an automatic privilege model. Excessive user privileges are periodically identified and cleaned up using a distributed, interactive user rights review and certification process.
SBI: World’s Largest Centralized Core Processing ImplementationAnkur Pandey
The State Bank of India implemented the Tata Consultancy Services BaNCS core banking system across its branches and affiliate banks, representing the largest centralized core banking implementation ever undertaken. The project involved converting over 140 million accounts across nearly 14,600 branches between 2003-2008. Key aspects included selecting TCS as the vendor, a phased implementation approach, and utilizing an assembly line method to accelerate conversions. The implementation modernized SBI's systems and allowed it to offer new products nationwide.
Study of accounting procedures with an object to prepare accounting manualSupa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
The document discusses problems faced in an IT project coordinating the computerization of courts. Some key issues include delays in receiving necessary hardware and guidelines, rigid attitudes from employees unwilling to adopt new technology, and a lack of coordination between multiple authorities involved in decision making. To address these, the individual recommends establishing clear procurement practices and guidelines, implementing quality management processes, conducting regular reviews and feedback sessions, and maintaining an inventory to address urgent needs. However, the solutions may not work if targeting unwilling employees or using a weak implementation strategy.
The document discusses the modernization of State Bank of India's (SBI) core banking systems. SBI implemented a new centralized core banking system provided by Tata Consultancy Services to replace its older distributed system. The project involved converting 3,300 branches by 2007. Key objectives were delivering new products, improving efficiency, and gaining a single customer view. Challenges included the system's scale and custom requirements. Careful planning, training, and high-level support helped ensure the project's success and resulted in benefits like increased productivity and customer retention.
This document introduces best practices for managing users, identity attributes and entitlements in a typical "corporate" environment:
1. The focus is on organizations with 1,000 to 10,000 internal users, such as employees or contractors. They may be corporations or non-profit organizations such as government, healthcare or military entities.
2. Users in these environments are normally provisioned physical assets, such as a cubicle, desk, chair, phone, PC and building access badge.
3. Users in these environments are also provisioned logical access, such as an Active Directory login account, Exchange mail folder, Windows home directory and a variety of application security entitlements.
The objective of this document is to identify business processes that drive changes to users and entitlements in an organization that fits this description and to offer best practices for each process.
Organizations that are able to adopt best practices processes will benefit both from optimized change management and from reduced total cost associated with automating their processes on an identity and access management (IAM) platform.
Pan Asia Banking Corporation PLC is a public limited company incorporated in Sri Lanka in 1995. It operates as a licensed commercial bank listed on the Colombo Stock Exchange. The bank's vision is to become the most customer preferred commercial bank in Sri Lanka by providing professional, personalized, secure, and quality banking services using modern technology and innovative products. It offers services such as personal and business accounts, credit cards, deposits, investments, loans, and remittances. The bank aims to focus on differentiation and target specific customer segments to meet their needs through specialized products and services. It plans to improve technology over time through initiatives like enhanced online banking, mobile banking, and chip-based cards.
The State Bank of India implemented the largest centralized core banking system in history to modernize its technology and remain competitive. It selected Tata Consultancy Services to implement the TCS BaNCS system across SBI's over 14,600 branches and affiliate banks, involving converting approximately 140 million accounts. The project was highly successful and expanded in scope from an initial 3,300 branches to eventually include all SBI branches, achieving SBI's goal of offering modern banking services across India.
Enterprise-scale organizations employ large numbers of internal users, with different access requirements spanning large numbers of systems, directories and applications. The dynamic nature of modern enterprises demand that organizations efficiently and securely provision and deactivate systems access to reflect rapidly changing user responsibilities.
This document introduces a strategy for large-scale enterprise user administration. This strategy complements the traditional role-based approach with user-issued security requests combined with periodic audits.
Using this approach, new privileges are granted to users in response to user-entered requests, rather than
being predicted by an automatic privilege model. Excessive user privileges are periodically identified and cleaned up using a distributed, interactive user rights review and certification process.
SBI: World’s Largest Centralized Core Processing ImplementationAnkur Pandey
The State Bank of India implemented the Tata Consultancy Services BaNCS core banking system across its branches and affiliate banks, representing the largest centralized core banking implementation ever undertaken. The project involved converting over 140 million accounts across nearly 14,600 branches between 2003-2008. Key aspects included selecting TCS as the vendor, a phased implementation approach, and utilizing an assembly line method to accelerate conversions. The implementation modernized SBI's systems and allowed it to offer new products nationwide.
Study of accounting procedures with an object to prepare accounting manualSupa Buoy
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
The document discusses problems faced in an IT project coordinating the computerization of courts. Some key issues include delays in receiving necessary hardware and guidelines, rigid attitudes from employees unwilling to adopt new technology, and a lack of coordination between multiple authorities involved in decision making. To address these, the individual recommends establishing clear procurement practices and guidelines, implementing quality management processes, conducting regular reviews and feedback sessions, and maintaining an inventory to address urgent needs. However, the solutions may not work if targeting unwilling employees or using a weak implementation strategy.
This marketing plan summary provides an overview of the key points:
[1] The document presents a marketing plan for Mozilla Firefox to increase its market share beyond its current 21.77%.
[2] A PEST analysis identifies opportunities in new mobile technologies and lifestyle changes, as well as threats from Microsoft's monopoly control over Internet Explorer.
[3] A SWOT analysis finds strengths in Firefox's open source community and speed but weaknesses in limited marketing budget and brand awareness.
[4] The plan proposes market research to understand how to attract more users and overcome perceptions that Firefox offers no advantages over Internet Explorer.
This document provides an overview of estimated support timelines for various Microsoft products including Windows, Office, Windows Server, and System Center. It shows the expected release and retirement dates for different versions and service packs, as well as periods of mainstream versus extended support. Key dates include Windows 7 reaching end of support in late 2019, Office 2010 in mid-2020, and Windows Server 2008 in mid-2018. The document is a useful reference for planning around Microsoft product lifecycles.
Mongolian yurts are portable dwellings consisting of a durable fabric cover stretched over a wooden lattice frame. They rely on wood-burning stoves for heating and cooking since they are not typically connected to water or electricity. Though humid and damp inside, yurts stay cool during the day due to their fabric covers. With their portable design, yurts could work well in Caldwell County as they function similarly to houses but with a unique round structure made of wood and fabric.
A mystery film called "Dare" follows a detective investigating a serial killer targeting students at a school, as the number of deaths increases and clues are few. Two killers are eventually caught and charged, having worked together to commit the crimes. The film takes inspiration from "Se7en" and would be produced by Jet Productions using local locations for filming.
A mystery film called "Dare" follows a detective investigating a serial killer targeting students at a school, as the number of deaths increases and clues are few. Two killers are eventually caught and charged, having worked together to commit the crimes. The film takes inspiration from "Se7en" and would be produced by Jet Productions using local locations for filming.
This document discusses how technology and social media are changing how people access information and the role of libraries. It notes that Generation Y will soon outnumber Baby Boomers and that social media use has surpassed other online activities. It also summarizes some of the ways that libraries are adapting to these changes, such as digitizing collections, collaborating online, and providing access to technology and the internet for users. Finally, it discusses the role of ALIA in supporting library professionals and connecting people to information.
The document outlines an idea for a comedy/mystery film targeted at teenagers. The film would follow two teenagers who witness a crime but have their faces hidden from the audience. While trying to avoid the criminal, they attempt to solve clues to catch him, but miss obvious hints. It describes the opening scene of a chase to a closing shop and contact made with the criminal. It provides details on the music, production company, locations, and inspiration for the film. Representation elements like filming locations and props are meant to set a mysterious atmosphere.
The document outlines the steps in a training needs analysis process which is used to identify problems or issues in the workplace and determine if training can help address them. It involves assessing future organizational goals and challenges, determining required employee performance to meet these goals, assessing employee skills/knowledge needed for the required performance, and identifying any gaps where training is necessary to bridge differences between existing and required skills/knowledge. Various techniques are discussed for collecting information on specific training needs such as observation, interviews, questionnaires, job descriptions, and problem solving conferences.
This 3-slide presentation had an introductory slide to set up the topic, a content slide to provide the main information, and a concluding slide to wrap up and summarize the key points.
O documento discute sistemas de controle de versão, comparando opções comerciais e de código aberto. Ele descreve os benefícios de sistemas distribuídos e cliente-servidor, além de fornecer diretrizes para uso do trunk, branches e tags. Finalmente, lista e compara popularidade de diferentes sistemas de controle de versão.
El documento contiene información sobre 6 personas (Angye Granda, Javier Jadán, Gloria Jiménez, Lisette Alava, Katherine Morán y Detsy Jadán) que se encontraban en el centro comercial Urdesa Central en las calles Acacias y Jiguas el 18 de Junio de 2012 a las 8:00 PM.
1. O documento discute os componentes biológicos, psicológicos e sociais da sexualidade humana, incluindo orientação sexual e identidade de gênero.
2. Ele lista e descreve onze tipos de orientação sexual, incluindo heterossexual, homossexual, bissexual, travesti e transexual.
3. A escola tem o dever de promover a auto-estima de todos os alunos independentemente de sua orientação sexual ou identidade de gênero, e de combater o preconceito.
Este documento explica cómo convertir un ordenador en una máquina multijuegos en nueve pasos. Primero describe los componentes básicos de un ordenador como la placa base, la memoria RAM, la tarjeta gráfica, la tarjeta de red y el disco duro. Luego explica cómo instalar el sistema operativo y preparar el equipo para emular diferentes sistemas de videojuegos y ordenadores retro. Por último, detalla cómo configurar MALA como lanzador para acceder fácilmente a todos los juegos y sistemas emulados.
ICICI BANK LTD MANAGEMENT INFORMATION SYSTEMAjay Ekka
This document provides a summary of the management information system (MIS) used by ICICI Bank, one of the largest banks in India. It discusses the various software, databases, servers, and systems that make up ICICI Bank's MIS. This includes their core banking software Finacle ICore, loan origination system FinnOne, workflow management system Staffware, online trading platform ICICIdirect.com, ATM monitoring software ProView, and customer relationship management systems. The MIS provides the bank with critical information to control expenses, monitor cash flows, streamline operations, and analyze customer behavior.
1. The document discusses the management information systems used at ICICI Bank. It describes how ICICI Bank has evolved over time from being formed in 1955 to becoming a diversified financial services group today.
2. It outlines the key information systems used at different levels of the bank, including transaction processing systems, management information systems, and enterprise information systems that support functions like deposits, loans, payments, and online services.
3. The document also summarizes some of the major software and technologies used at ICICI Bank to power its information systems and enable key operations like customer relationship management, risk management, and remote monitoring of infrastructure.
This marketing plan summary provides an overview of the key points:
[1] The document presents a marketing plan for Mozilla Firefox to increase its market share beyond its current 21.77%.
[2] A PEST analysis identifies opportunities in new mobile technologies and lifestyle changes, as well as threats from Microsoft's monopoly control over Internet Explorer.
[3] A SWOT analysis finds strengths in Firefox's open source community and speed but weaknesses in limited marketing budget and brand awareness.
[4] The plan proposes market research to understand how to attract more users and overcome perceptions that Firefox offers no advantages over Internet Explorer.
This document provides an overview of estimated support timelines for various Microsoft products including Windows, Office, Windows Server, and System Center. It shows the expected release and retirement dates for different versions and service packs, as well as periods of mainstream versus extended support. Key dates include Windows 7 reaching end of support in late 2019, Office 2010 in mid-2020, and Windows Server 2008 in mid-2018. The document is a useful reference for planning around Microsoft product lifecycles.
Mongolian yurts are portable dwellings consisting of a durable fabric cover stretched over a wooden lattice frame. They rely on wood-burning stoves for heating and cooking since they are not typically connected to water or electricity. Though humid and damp inside, yurts stay cool during the day due to their fabric covers. With their portable design, yurts could work well in Caldwell County as they function similarly to houses but with a unique round structure made of wood and fabric.
A mystery film called "Dare" follows a detective investigating a serial killer targeting students at a school, as the number of deaths increases and clues are few. Two killers are eventually caught and charged, having worked together to commit the crimes. The film takes inspiration from "Se7en" and would be produced by Jet Productions using local locations for filming.
A mystery film called "Dare" follows a detective investigating a serial killer targeting students at a school, as the number of deaths increases and clues are few. Two killers are eventually caught and charged, having worked together to commit the crimes. The film takes inspiration from "Se7en" and would be produced by Jet Productions using local locations for filming.
This document discusses how technology and social media are changing how people access information and the role of libraries. It notes that Generation Y will soon outnumber Baby Boomers and that social media use has surpassed other online activities. It also summarizes some of the ways that libraries are adapting to these changes, such as digitizing collections, collaborating online, and providing access to technology and the internet for users. Finally, it discusses the role of ALIA in supporting library professionals and connecting people to information.
The document outlines an idea for a comedy/mystery film targeted at teenagers. The film would follow two teenagers who witness a crime but have their faces hidden from the audience. While trying to avoid the criminal, they attempt to solve clues to catch him, but miss obvious hints. It describes the opening scene of a chase to a closing shop and contact made with the criminal. It provides details on the music, production company, locations, and inspiration for the film. Representation elements like filming locations and props are meant to set a mysterious atmosphere.
The document outlines the steps in a training needs analysis process which is used to identify problems or issues in the workplace and determine if training can help address them. It involves assessing future organizational goals and challenges, determining required employee performance to meet these goals, assessing employee skills/knowledge needed for the required performance, and identifying any gaps where training is necessary to bridge differences between existing and required skills/knowledge. Various techniques are discussed for collecting information on specific training needs such as observation, interviews, questionnaires, job descriptions, and problem solving conferences.
This 3-slide presentation had an introductory slide to set up the topic, a content slide to provide the main information, and a concluding slide to wrap up and summarize the key points.
O documento discute sistemas de controle de versão, comparando opções comerciais e de código aberto. Ele descreve os benefícios de sistemas distribuídos e cliente-servidor, além de fornecer diretrizes para uso do trunk, branches e tags. Finalmente, lista e compara popularidade de diferentes sistemas de controle de versão.
El documento contiene información sobre 6 personas (Angye Granda, Javier Jadán, Gloria Jiménez, Lisette Alava, Katherine Morán y Detsy Jadán) que se encontraban en el centro comercial Urdesa Central en las calles Acacias y Jiguas el 18 de Junio de 2012 a las 8:00 PM.
1. O documento discute os componentes biológicos, psicológicos e sociais da sexualidade humana, incluindo orientação sexual e identidade de gênero.
2. Ele lista e descreve onze tipos de orientação sexual, incluindo heterossexual, homossexual, bissexual, travesti e transexual.
3. A escola tem o dever de promover a auto-estima de todos os alunos independentemente de sua orientação sexual ou identidade de gênero, e de combater o preconceito.
Este documento explica cómo convertir un ordenador en una máquina multijuegos en nueve pasos. Primero describe los componentes básicos de un ordenador como la placa base, la memoria RAM, la tarjeta gráfica, la tarjeta de red y el disco duro. Luego explica cómo instalar el sistema operativo y preparar el equipo para emular diferentes sistemas de videojuegos y ordenadores retro. Por último, detalla cómo configurar MALA como lanzador para acceder fácilmente a todos los juegos y sistemas emulados.
ICICI BANK LTD MANAGEMENT INFORMATION SYSTEMAjay Ekka
This document provides a summary of the management information system (MIS) used by ICICI Bank, one of the largest banks in India. It discusses the various software, databases, servers, and systems that make up ICICI Bank's MIS. This includes their core banking software Finacle ICore, loan origination system FinnOne, workflow management system Staffware, online trading platform ICICIdirect.com, ATM monitoring software ProView, and customer relationship management systems. The MIS provides the bank with critical information to control expenses, monitor cash flows, streamline operations, and analyze customer behavior.
1. The document discusses the management information systems used at ICICI Bank. It describes how ICICI Bank has evolved over time from being formed in 1955 to becoming a diversified financial services group today.
2. It outlines the key information systems used at different levels of the bank, including transaction processing systems, management information systems, and enterprise information systems that support functions like deposits, loans, payments, and online services.
3. The document also summarizes some of the major software and technologies used at ICICI Bank to power its information systems and enable key operations like customer relationship management, risk management, and remote monitoring of infrastructure.
This document discusses robotic process automation (RPA) and its applications in various industries. It begins with an introduction to RPA and its benefits over traditional automation. Examples are provided of how RPA can automate processes in banking, insurance, healthcare and capital markets. Specific use cases are outlined for automating account creation, insurance renewal, international roaming activation and other processes. The document argues that RPA can significantly improve efficiency, reduce costs and errors, and ensure compliance.
ICICI Bank implemented a CRM strategy to enhance customer relationships. CRM involves understanding customers through profiling, developing customized interactions, interacting and delivering tailored services, and acquiring and retaining top customers. ICICI's CRM roadmap aims for one-to-one marketing through coordination of functions and channels. The results of CRM include increased communication and a focus on enhancing every customer contact. A gap analysis helped identify areas to improve marketing, customer information management, and operations. ICICI's customer-centric CRM approach has helped it become one of India's most successful banks.
HDFC Bank implemented Polaris Software's Intellect Business Rule Engine credit decisioning system to better target customers and manage credit risks for its retail lending business. The system performs online application scoring and policy evaluation, and will next incorporate behavioral scoring. HDFC Bank chose the Intellect system over other options for its lower cost and integration capabilities. The system enables faster credit processing and offers only to genuine customers.
This document discusses the implementation of customer relationship management (CRM) practices at ICICI Bank, a major private bank in India. It provides an overview of ICICI Bank's CRM strategy, which involves understanding customers, developing customized products and services, interacting with and delivering value to customers, and acquiring and retaining valuable customers. The key aspects of implementing CRM at ICICI Bank included focusing on business needs, organizational structure, metrics, marketing, and technology. ICICI Bank deployed a CRM solution from Siebel and a data warehouse to gain insights from customer data and better manage customer relationships.
developing an automobile finance system and how it is useful for the company as well as customers. it leads to a case study of what problems Maruti faced in its initial stages.
C-Net Infotech is an IT services company that has been operating since 1998. It has over 19 years of experience delivering over 125 e-government projects to over 55,000 trained officials across India. It has a team of over 300 professionals and certifications in quality management. The document provides an overview of C-Net's services such as digital transformation, consulting, application services, infrastructure services, business process outsourcing, and professional services. It also lists the company's product portfolio, government clients, awards, and similar project experience in areas like education systems and procurement management systems.
Vishwanathan P.A. has over 25 years of experience in leadership positions managing retail asset operations, most recently as Chief Manager at ICICI Bank where he led a team of 600 people responsible for the end-to-end processing of loans, customer requests, and archiving of documents. Prior to ICICI Bank, he held roles at Development Credit Bank and Centurion Bank of Punjab overseeing retail loan operations, process improvements, and system implementations. He has a proven track record of cost savings, automation, and efficient handling of internal controls.
Nilay Shah is an experienced telecom and IT professional seeking a position in operations and maintenance, consultancy, audit, or compliance. He has nearly 18 years of experience managing IT applications and operations. He is proficient in telecom BSS applications, billing, mobile apps, DevOps, and customer lifecycle management. Most recently, he helped launch Reliance Jio's telecom network by stabilizing platforms to onboard over 1 million subscribers per day.
The document discusses the core banking solution implemented by State Bank of India (SBI), the largest bank in India. SBI implemented a centralized core banking solution from Financial Network Services of Australia to enable online, real-time banking across its large network of over 16,000 branches. The solution was customized for SBI by Tata Consultancy Services and provides benefits like anytime, anywhere banking, strengthened management information systems, and integration with strategic business areas. The core banking solution modernized SBI's systems and improved customer services by allowing customers to conduct banking transactions from any SBI branch.
How can Indian IT companies achieve non-linear growth?Ramamurthy Prakash
The document discusses how Indian IT companies can achieve non-linear growth. It proposes applying a Build-Operate-Transfer (BOT) model similar to infrastructure projects. Specifically:
1) IT companies would build standardized applications by collaborating with key clients in an industry.
2) They would then operate and maintain the applications for clients, collecting fees. This would give the companies expertise to promote the applications to other industry players.
3) Over time, as more companies adopt the applications, the IT companies could generate recurring licensing and maintenance fees, unlinking revenue from employee headcount. This could enable non-linear revenue growth.
The model is argued to deepen client relationships, improve quality and profit
This document contains the resume of Bankatlal R Sharma, an IT professional with 20 years of experience in areas such as IT operations, infrastructure management, project implementation, and service delivery. He has worked as a senior project manager and customer support manager for various companies managing large accounts and projects. His skills include project management, infrastructure management, process automation, and ensuring smooth delivery of IT services according to SLAs.
Thanks to new and emerging technologies the modern HR function can think again about how it can support the employee and the
organisation with consumer grade Employee Experiences, rich data and insights and tools that make the workforce more productive
and engaged. In this session Andi Britt will bring to life how the future is taking shape now and demonstrate some of the exponential technologies that will help employees and managers bring the best of themselves to work
Why banks must deploy core banking solutions (CBS). BeaconPro core banking software is a centralized, browser-based, user-friendly and offers a world of convenience to users.
This document provides an overview of different areas of business intelligence (BI) that are being examined as part of the FIMECC S4Fleet project. It summarizes nine different BI topics: 1) BI Framework, 2) BI Architecture, 3) Competitive Intelligence, 4) Customer Intelligence/Sales/CRM, 5) Financial Intelligence, 6) Fleet Management, 7) HR Intelligence, 8) R&D Measurement, and 9) Supply Chain Measurement. For each topic, it outlines the research areas of interest and expected outcomes. The overall goal of the project is to develop a BI framework to facilitate real-time strategic decision making for solution providers.
The document provides information about HSBC's use of information technology and business process management across its large global operations. It discusses how HSBC utilizes software from vendors like Amacis and Metastorm to manage processes, customer interactions and transactions more efficiently. Major departments at HSBC like Information Technology, Hong Kong Universal Banking, Administration and Personal Financial Services perform important MIS and computer-related functions to support the bank's operations. HSBC implements solutions like Hexagon cheque writer, email marketing and mobile apps to improve services for its many business and individual customers worldwide.
Six Sigma Green Belt Certification training course integrates Six Sigma, a methodology to standardize defect measurement and improve processes, and Lean, a framework to manage waste. Lean Six Sigma focuses on data and measurement in order to deliver high-quality products and services to customers.
This TUV SUD's Lean Six Sigma Green Belt Certification is one of the most industry-recognized Quality management certifications for professionals across the globe.
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Microbase Infotech is a full-time
business Consulting & IT Solutions company with a 25 year lineage covering work experiences across a
multitude of industries.
1. Operation Management
Project Report
Quality Management System (QMS)
Business Information Technology System
in Mahindra Finance
Submitted To:
Prof. A. B. Raju
Submitted By:
Pramod Paswan
Roll No.: 092137
Submitted on: February 26, 2010
2. Table of Contents
1. Introduction…………………………………………………………………………..2
2. IT Infrastructure in Mahindra Finance – Gujarat…………………………………….4
3. ISO 9001:2000 concept………………………………………………………………4
4. The benefits of implementing ISO 9001……………………………………………..4
5. Requirement and Maintaining ISO 9001:2001 Standards in Mahindra Finance –
Business Information Technology System (BITS) .............…………………………5
6. Quality Management System ……………………………………………………..…5
a. General Requirements……………………………………………….………5
b. Documentation requirements…………………………………….………….5
7. Management responsibility…………………………………………………….…….6
a. Customer focus………………………………………………………………6
b. Quality policy & Planning……….…………………………………………..6
c. Responsibility, authority and communication……………………………….7
d. Management review…………………………………………………..……..7
8. Resource management…………………………………………………….…………7
a. Provision of resources…………………………………………...…………..7
b. Human resources……………………………………………………...……..8
c. Infrastructure……………………………………………………………..….8
d. Work environment…………………………………………………………..9
9. Product Realization Requirements…………………………………….……………..9
a. Planning of product realization…………………………………..………….9
b. Customer-related process…………………………………………….….…10
c. Purchasing………………………………………………………………….10
d. Production and service provision……..……………………………………10
e. Control of monitoring and measuring device…………………..………….11
10. Measurement, analysis and improvement requirements…………………….……12
a. General……………………………………………………………..………12
b. Customer satisfaction……………………………………………..………..12
c. Internal audit………………………………………………………………..13
d. Monitoring and measurement of processes…………………….…………..13
e. Control of nonconforming product…………………………………………13
f. Analysis of data……………………………………………………….……15
g. Improvement……………………………………………………….………15
11. References……………………………………………………….…….…………16
1
3. Introduction
Mahindra & Mahindra Financial Services Ltd (Mahindra Finance) is one of
India's leading non-banking finance companies focused on providing
finance for utility vehicles, tractors and cars in the rural and semi-urban
sector. Mahindra Finance is a subsidiary of Mahindra & Mahindra, a
leading tractor and utility vehicle manufacturer. The company has
positioned itself between the organized banking sector and local
moneylenders, offering customers competitive, flexible and speedy
lending services and has customized packages for customers’ every need.
Mahindra Finance has a network of over 2500 employee and 443 branches
covering more than 80% of the districts in India. It has entered into more
than 600,000 customer contracts and has disbursements of around Rs.
20000 crore since inception. Maruti Udyog has an agreement with MMFSL
to extend its services for their products. Besides, HPCL has also chosen to
partner with the company to establish MMFSL outlets in selected petrol
stations owned or franchised by them. Mahindra Finance has CRISIL
rating of FAA+. Almost all the top mutual funds in the country have
reposed their trust in the company and have invested in it. Mahindra
Finance listed on National Stock Exchange of India Limited and Bombay
Stock Exchange Ltd. on March 17, '06.
Mahindra & Mahindra Financial Services, with its business cemented in
rural and semi-urban India, wanted to expand its reach and quicken the
delivery of its services across remote areas of the country. Its 300
branches across India are online and connected through lease line, VSAT
and ISDN connectivity. Its IT department named “Business Information
Technology System” played a vital role to reach its rural customer and it
has been certified by ISO 9001:2000 for its quality service.
Instead of setting up more branches to cover rural India, BITS team
transformed about 3,000 of Mahindra Finance's on-field workforce into
roaming mini-branches. Armed with wirelessly online handhelds, this
mobile workforce ensures that Mahindra Finance reaches the doorstep of
its consumers, living in far-flung villages or semi-urban locations. They
also act as mini-branches equipped to conduct financial transactions and
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4. update the central servers at the company's headquarters in Mumbai, all
in a jiffy. The IT team enabled the enterprise to increase Mahindra
Finance's 300-odd fully networked branches to a whopping 3,000 in less
than nine months. And that was achieved - without any investment in
brick-and-mortar infrastructure or headcount. This networked mobile
workforce initiative promised to take care of all Mahindra Finance's
problems. About 2,800 employees were equipped with Wi-Fi and GPRS
enabled, VisionTek handhelds, running Linux as an operating system, and
weighing about 750 grams. The handheld was pre-loaded with
indigenously developed custom-made, multi-lingual business application
modules to capture on-site data and update the central servers directly
through the Internet.
With handhelds at their disposal, a collection executive gets details of the
consumers beforehand, enabling him to plan his time and route
appropriately. Once on-site, he can either issue receipts to the consumer
from the attached thermal ink printer after collecting an EMI payment. He
can also create information trails, address business queries, record
customer commitments and note relevant information for further follow-
ups, undertaken with the customer at his doorstep.
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5. IT Infrastructure in Mahindra Finance - Gujarat
Including these Mahindra finance has 250+ computer systems, 50+
laptops, 60 handheld machines, 15 MFPs, 50 printers along with WAN
devices with 33 branches (28-online). Some of the executive have PDAs.
Managing these IT setup is quite challenging and in is most when to
maintain ISO standards. We are providing 24 hour service support for any
of these gets down. The toughest job is to give support to remote location
where field executive are use to carry the handheld (mobile) GPRS
enabled devices. The data they use should be updated on daily basis. Any
downtime will lead to great disaster in collection and may reflect in
reports too.
In Gujarat, these 33 branches have around 500 employee who are
accessing data and information form these IT resources, so it need to be
up most of the time.
ISO 9001:2000 concept
ISO 9001 is the internationally recognized standard for the quality
management of businesses. It applies to the processes that create and
control the products and services an organization supplies. It prescribes
systematic control of activities to ensure that the needs and expectations
of customers are met. It is designed and intended to apply to virtually any
product or service, made by any process anywhere in the world.
The benefits of implementing ISO 9001
Implementing a Quality Management System will motivate staff by
defining their key roles and responsibilities. Cost savings can be made
through improved efficiency and productivity, as product or service
deficiencies will be highlighted. From this, improvements can be
developed, resulting in less waste, inappropriate or rejected work and
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6. fewer complaints. Customers will notice that orders are met consistently,
on time and to the correct specification. This can open up the market
place to increased opportunities.
Requirement and Maintaining ISO 9001:2001 Standards in Mahindra
Finance – Business Information Technology System (BITS)
There are some terms and policy for maintaining ISO standards to follow
it. Mahindra Finance is also following the same ISO 9001:2000 standards.
These are described below regarding each of the policy, terms and
measurement.
The requirements of the ISO 9001:2000 standard are organized into the
following five sections:
1. Quality Management System
1.1. General Requirements:
The Quality Management System (QMS) is the collection of
processes, documents, resources, and monitoring systems
that direct the work of an organization regarding product and
service quality. The organization needs to establish,
document, carry out, and maintain this system to meet the
requirements of ISO 9001:2000. Mahindra Finance’s BITS
have all the necessary documents, recourses and monitoring
system.
1.2. Documentation requirements:
BITS have all the IT policy documents like, e-mail creation,
deletion, modify. User access policy like who will access
which data or resource, what rights they have. Internet
usage policy including who will allowed to access internet and
what is the requirement for accessing those, which websites
they require to use. For e.g. HR will access recruitment &
consulting sites whereas marketing people would access to
research sites. Apart we need to keep purchase record,
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7. quotes, asset details, vendor proposal and sales report in
case of disposed asset. We also have various IT quality
manuals like what dos and don’t. These documents are
available in both soft as well as hard form.
2. Management responsibility
2.1. Customer focus
Top management is also involved in the activities going on.
They are supposed to se the QMS report and analyze how
effective things are going on. For this purpose we have some
reporting method for everyday activity. They have web portal
consists of a dashboard where they can see the consolidated
report. The basic purpose is to satisfy the in-house customer
i.e. the users which are accessing the IT resources. We use
to resolve all the calls which come from users across Gujarat.
Here is one of the examples (fig. below) of that. Most of the
calls are soveld in less than 30 minutes. Our call resolution is
around 99.7%
2.2. Quality policy & Planning
Regular analyzing and reviewing the policy is very essential
for effective usage and maintaining ISO standards. Plan the
QMS so that the quality objectives are met and so the system
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8. continues to work as it is changed to incorporate
improvements.
2.3. Responsibility, authority and communication
Role and responsibility are very well defined for each
individual. The authority they have is well defined and is
communicated regularly from higher authority if any
amendment needed. Our immediate authority are responsible
for the monitoring the reports and processes which we follow.
2.4. Management review
Top management is required to regularly review certain
aspects of the QMS to make sure that the goals are being
achieved and to look for ways to improve the QMS. The
review must cover suitability, adequacy, and effectiveness of
the QMS. We have monthly review with our immediate senior
and in discuss the points which are covered are: internal
audit results, Customer feedback, How well processes have
been working, How well products have been meeting
requirements, status of previously identified problems, Items
identified for follow-up in previous management reviews,
Planned process or product changes that could affect quality,
recommendations for improvement generated through the
operation of the QMS
3. Resource management
3.1. Provision of resources
All the IT resources are for utilizing efficiently and
maintaining better QMS. An in case for requirement of new IT
7 asset than we use to purchase through proper policy. These
9. all are for maintaining better QMS and these are building and
maintaining the QMS, continually improve the effectiveness
of the QMS, and to meet customer requirements.
3.2. Human resources
People performing work affecting product and service quality
must be competent to carry out that work. This competency
is attained through a combination of education, training,
skills, and experience. In Mahindra Finance few are the
initiatives are taken in terms of training are:
Identify the talents, skills, knowledge, and capabilities
each person needs to carry out their assigned
responsibilities,
train or otherwise assist people to meet these identified
competencies,
assess the competency of each person to carry out their
responsibilities,
Make sure each person understand how their work
contributes to the quality of products and services and to
meeting quality objectives.
keep records of each person's education, training, skills,
and experience
3.3. Infrastructure
The infrastructure for a QMS includes the building,
workspace, equipment, and the supporting services involved
in creating the organization’s products or services. The
organization will need to determine, provide and maintain the
infrastructure needed to achieve the planned results. In
Mahindra Finance we have well setup and fully furnished
infrastructure, specially BITS. Latest system and respective
software along with their license are available.
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10. 3.4. Work environment
The work environment of the organization must not interfere
with the ability of employees to perform effectively in order
to meet quality requirements. The BITS department of
Mahindra Finance is quite separate with other department as
it has very critical devices. It is infect beneficial for BITS to
not get interference from other department.
4. Product Realization Requirements
4.1. Planning of product realization
Product realization is the term used to describe the work that
the organization goes through to develop, manufacture, and
deliver the finished goods or services. An effective Quality
Management System (QMS) includes a comprehensive
approach to getting from the product concept to the finished
product. This approach, sometimes called a quality
plan, includes the following:
product requirements and quality objectives,
creation of the processes, documents, and resources
needed for product realization,
required verification, monitoring, inspection, and test
activities,
The records to be kept.
In Mahindra Finance we have some sort of process &
procedure for IT purchase, delivery, usage, after sales
support (services) etc. We also have quarterly internal
audit of IT assets which includes how much of IT
resources are in use, idle, out of order, disposed,
purchase orders copy, invoice copy, delivery chalan and
SLAs with vendors.
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11. 4.2. Customer-related process
Customer means in BITS are the in-house users who are
accessing these resources. The Standard requires the
organization to determine product requirements. These
requirements can come from the customer, may be
mandated by laws or regulations, and include generally
accepted standards within your industry or market.
Requirements are established by standard contracts or oral
agreements that the sales department uses in discussions
with customers, and other sources. The customer
requirements are reviewed regularly and communicating to
the users who have generated the requirement. We have
proper channel from requirement processing to purchase,
estimation, delivering, development, services and support.
4.3. Purchasing
We (BITS) needs to ensure that purchased products and
services meet purchasing requirements. The purchasing
group must establish criteria for how they evaluate and
choose suppliers. These criteria must be based on the
suppliers’ ability to provide products and services that meet
order specifications, especially product and service quality
requirements. The extent of the controls depends on the
importance of the purchased goods in the finished product.
Finally, records must be kept showing how purchased
products and services were evaluated.
We collect quotations and prices from other regions and
negotiate form vendor for optimal price. We also see is there
any more requirement of same material in any other region
than we further negotiate form vendor. We also widely look
across the after sale service support from vendor through
SLA. If require, we also test some of the product or material
10 on pilot project basis.
12. 4.4. Production and service provision
In Mahindra Finance BITS we have plan production,
installation, and service processes and provide an
environment where work can proceed in an orderly fashion.
These controlled conditions may include:
information regarding product specifications,
written instructions for carrying out the work,
suitable equipment,
adequate tools for monitoring and measuring process and
product characteristics,
activities for monitoring and measuring process and
product characteristics,
criteria for product release,
delivery and post delivery servicing activities
Process validation demonstrates that operation of the
processes achieves the planned results. When it is not
possible to verify the finished good or service through
monitoring or measurement the QMS must require validation.
Validation is particularly important where deficiencies are not
identified until the product is in use, or the service is
delivered. When validation is required, the QMS must define
the criteria for the following:
review and approval of the process,
approval of the equipment used,
competency of the people who operate the process,
specific methods and procedures used,
records to be kept,
ongoing assessment of the process validation
The standard which we requires to preserve the product,
including identification, handling, storage, packaging,
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13. protection, and delivery of parts and products throughout
all processes.
4.5. Control of monitoring and measuring devices
Any measurement worth taking is worth taking correctly. The
standard requires the organization to identify the inspection,
test and measurements taken, their required accuracy, and
the equipment used to make the measurements. Procedures
must describe how measurements are carried out.
Measuring equipment must be carefully cared for, including:
timely calibration to national standards,
identification with a calibration label,
preventing adjustments that would invalidate the
calibration,
preserving the equipment accuracy during handling,
storage and use.
Measurements taken with equipment later found to be
inaccurate must be assessed and corrected.
5. Measurement, analysis and improvement requirements
5.1. General
Plan and carry out the inspection, test, measurement,
analysis, and improvement activities needed to:
assure product meets product requirements,
assure the QMS works as planned,
improve the operation and results from the QMS.
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14. 5.2. Customer satisfaction
We frequently monitor the end customers' opinion of your
product and service. Determine how to gather and use this
information. We have online feedback form which users have
to give his opinion monthly.
5.3. Internal audit
Internal audits are verification activities performed by trained
auditors within the organization. Their purpose is to
determine how well the plans making up the QMS are being
followed. The Standard requires internal audits be carried out
regularly in each area covered by the QMS. Audits address
conformity with the QMS, the requirements of ISO
9001:2000, and the effectiveness of the implementation.
Audit plans address:
Audit criteria, and extent,
Frequency, and methods used,
Responsibility for conducting the audit
Auditors are trained, objective, and never audit their own
work. Identified problems are quickly resolved by the
manager responsible for area being audited.
5.4. Monitoring and measurement of processes
Monitor and measure the performance of the processes that
make up the QMS. Compare these actual results to the
planned results. Take corrective action to make sure the
product or service meets requirements
5.5. Control of nonconforming product
Nonconforming product is any product or service that does
13 not meet requirements. Have documented procedures to
15. identify nonconforming products and to make sure they are
not used by accident. Define who is responsible for deciding
what to do with a bad product. One of the following three
actions must be taken:
fix the product as if the problem never happened,
ask the customer to accept it, perhaps on new terms,
discard it or clearly mark it as unsuitable for its original
use.
Keep records of nonconformities.
Re-inspect any corrected products according to the
procedures for new products.
Mitigate potential losses, perhaps by recall, from any product
that has been found to be defective after its release to the
customer.
5.6. Analysis of data
The standard requires the organization to collect information
on the functioning of the QMS. This information is then
analyzed to evaluate the effectiveness and efficiency of your
system and to identify opportunities for continual
improvement of the QMS. Information collected and analyzed
relates to:
customer satisfaction,
meeting product requirements,
process characteristics and trends,
product characteristics and trends,
supplier performance.
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16. 5.7. Improvement
Make use of the quality policy, quality objectives, audit
results, data analysis, corrective and preventive actions and
management review to improve the QMS. When problems
occur, fix the underlying process responsible for the defect.
The thoroughness of each solution depends on how costly or
unsafe the actual or possible problems are.
Create written procedures for:
satisfying customer complaints
investigating and solving reported product and process
problems,
identifying the underlying cause of these nonconformities,
understanding how to eliminate the cause of
nonconformities,
making sure corrective actions are carried out,
keeping a record of corrective actions,
following up on corrective actions.
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