Project Report on Policy File Track and Trace System.pdf

Track and Trace System
[T&TS]
Zafar Ahmad
Roll # L – 519679
MBA – IT Program
Ms. Shamoona Shahid
Course Leader
MIMS, Multan
Department of Computer Science
Allama Iqbal Open University
H – 8, Islamabad
Year 2004
Developed By:
Supervised By:

i
I hereby declare that this software, neither as a whole nor as a part thereof has been copied
out from any source. It is further declared that I developed this software and this report
entirely on the basis of my personal efforts made under the sincere guidance of my project
supervisor.
If any part of this software proved to be copied or found to be a report of some other, I
shall standby the consequences.
No portion of the work presented in this report has been submitted in support of any
application for any other degree or qualification of this or any other University or institute
of learning.
I further declare that this software and all associated documents, reports, and records are
submitted as partial requirement for the degree of MBA – IT.
I understand and transfer copyrights for these materials to Allama Iqbal Open University,
Islamabad.
I shall not sale this software and documents and shall not get any financial gains from
these.
Student Name: Zafar Ahmad Signature: ________________
Project Supervisor: Ms. Shamoona Shahid Signature: ________________
Declaration

ii
This is to certify that we have read the project report submitted by Mr. Zafar Ahmad, Roll
# L – 519679, under MBA – IT program, and in our judgment that this report is of
sufficient standard to warrant its acceptance by Allama Iqbal Open University, Islamabad,
for MBA – IT degree.
Examination Committee
1. Internal Supervisor Name: _____________________
Designation Signature: _____________________
Study Center
2. Internal Examiner Name: ______________________
Designation Signature: ______________________
Study Center
3. External Examiner Name: ______________________
Designation Signature: ______________________
Study Center
Final Approval

iii
First of all, I am very grateful to Almighty Allah Who provided me strength and made
capable of doing this project to meet with the realistic interpretation of the matter.
Obviously, I have nothing to do except His blessings.
I certainly believe that skills and hidden abilities remain useless if no one is there to help
to bring these attributes at forefront and polish them in a fruitful manner. No doubt, the
teacher does it well. So my utmost thanks and gratitude to my beloved and Hon’ble
teachers in the entire program; and especially, in this project, Ms.Shamoona Shahid,
Internal Supervisor, whose selfless efforts and guidance make me so capable to complete
the task as it was dreamed.
With the blessings of beloved parents; we remain successful in the entire length of career
and life. I have no words to thank to my beloved parents whose advice and guidance, love
and affection, and experience made me capable to distinguish between wrong and the right
path in my career development phases. Specially, I salute to the dignity of my mother due
to which I have been successful so far and also would love to seek her guidance at step-by-
step during the remaining course of life. May Allah bless my parents a long life and keep
me joining their association to eternal!
Motivation and moral support plays a very vital role to do things consistently. I would also
like to thank to my class fellows who always encouraged my to come out of the
difficulties, as and when encountered during the work; and extended their cooperation in
consultation with respect to the project.
From the core of my heart, my sincere thanks are due to Mr. Abdul Salam, Assistant
General Manager, PHS Department, State Life, Regional Office, Multan, whose
facilitation made the environment feasible for me to learn and concentrate on studies with
good time management during the entire length of program. It is because of him, I got the
concept of this project “Track and Trace System” and opportunity to go through whole of
the manual procedures. This helped me a lot in understanding the procedural mechanism
to put this task to the computer. I really admire and salute to him.
In the last, but not the least, it would be unfair, if I leave this acknowledgement without
the name of Mr. Muhammad Ashraf Bhatti, Assistant General Manager, Personnel &
General Services Department, Multan Zone. He is the person who kept the environment
feasible for me to remain on the track with consistent pace to end of the project. I
thankfully acknowledge him for providing such support.
May Allah be kind to all of us!
Zafar Ahmad
Acknowledgement

iv
Project Title Track & Trace System
Organization State Life Insurance Corporation of Pakistan,
Regional Office, Multan
Objectives - To respond the queries on file position instantly in
order to keep the policyholder satisfied
- To judge the efficiency of Decision Committee
- To manage investigation cases, duplicate file
creation cases, Wafaqi Mohtasib Complaints,
Claims Cases, Underwriting Cases and Msic.
Complaint cases properly
- To avoid the management pressure for doing
work in a haste
- To minimize the chances of lost in transit of
file(s) in PHS – Department, Regional Office,
Multan
- To provide a reasonable/satisfied answer to the
local management as well as higher authorities
on the queries asked for relating to decision/file
movement status.
- To perform the activities in an arranged, planned
and systematic way.
- To get the work done effectively and efficiently
on the activities to be performed, as focused in
the scope of the project, at PHS – Regional
Office, Multan.
Developed By Zafar Ahmad
Roll # L – 519679
MBA – IT Program
Supervised By Ms. Shamoona Shahid
Course Leader
MIMS - Multan
Tools Used Visual Basic 6.0 (Enterprise Edition)
Microsoft Access XP
Operating System Windows XP (Professional)
System Used System 2.0 GHz P-IV
Monitor 17” G74 IBM
Project in Brief

v
The software named as “Track and Trace System” is developed to solve the problem faced
at Sate Life Insurance Corporation of Pakistan, PHS – Department, Regional Office,
Multan.
The main function of the department is to pass decision on different claim and life
proposed cases for fresh business passed to this office from the respective Zonal Office
within the jurisdiction of Multan Region. In addition to this job, Misc. Complaints, Claims
Investigation and Duplicate File Creation matters also taken into account here. As there
are number of files remain in transit. Hence to address prompt queries and timely disposal
requires tracking and tracing with the minimum time span. So this project is designed to
address these issues in an organized way. At Regional Level, decision making process is
the key activity on the part of the Departmental Head(s), Focusing on PHS – Department,
in order to facilitate the Regional Underwriting Committee (RUC) and Regional Claims
Committee (RCC); there was a need to make the incoming stuff from different Zones so
arranged that decision process be completed in minimum period of time.
In addition to above, during the course of the process, queries, from Regional Chief,
Principal Office and the concerned Zone, are required to be entertained promptly and to
satisfy with the answer on the justified status over the case. The higher authorities, at
Principal Office ask step-by-step progress and fate on the proposal cases and RCC
decision on claims cases and expect the immediate response.
The study begins with the recognition of problem and later on objectives and scope is
drawn to move forward on the right track. Having profound analysis of the existing
system through its manual procedures; a new system is proposed which satisfies the basic
requirements with some additional features to address the over all functioning of the
department.
This software is used to facilitate the management with the handful information to judge
efficiency over decision making process and fulfills the objectives as dreamed in
developing of the system.
Abstract

1. Introduction of the Organization...........................................................................................................1
1.1 Nature of the Organization ..........................................................................................................1
1.1.2 Vision ........................................................................................................................................2
1.1.3 Mission Statement ..................................................................................................................2
1.1.4 Organizational Objectives .......................................................................................................2
1.1.5 Quality Policy...........................................................................................................................2
1.2 Organizational Hierarchy .............................................................................................................2
1.2.1 Organizational Setup Hierarchy..............................................................................................3
1.2.2 Region-wise/Zone-wise Hierarchy..........................................................................................3
1.2.3 Division/Department-wise Hierarchy.....................................................................................4
1.2.4 Controlling Hierarchy...............................................................................................................5
1.2.5 Organizational Hierarchy on Project Target Area..................................................................5
1.3 Problem Definition .......................................................................................................................8
1.4 Scope of the Project.....................................................................................................................9
1.5 Broad Based Objectives.............................................................................................................11
1.6 Specific Objectives .....................................................................................................................11
1.7 Feasibility Report........................................................................................................................11
1.7.1 Hardware & Software............................................................................................................11
1.7.2 User Expertise ........................................................................................................................12
1.7.3 Cost Analysis..........................................................................................................................12
2. Detail Study of the Existing System....................................................................................................13
2.1. Underwriting Cases ....................................................................................................................13
2.1.1 Drawbacks in Underwriting Cases Management System ..................................................16
2.2 Duplicate File Creation Matters.................................................................................................16
2.2.1 Drawbacks in Duplicate File Creation Matter......................................................................20
2.3. Death Claims Investigation Cases.............................................................................................20
2.3.1 Drawbacks in Investigation Cases........................................................................................23
2.4 Claims Cases ...................................................................................................................................24
2.4.3 Drawbacks in Claims Cases Management System ............................................................27
2.5 Miscellaneous Complaint Cases ....................................................................................................28
2.5.1 Drawbacks in handling of Misc. Complaint Cases .............................................................30
3. Proposed System.................................................................................................................................32
3.1 Objectives....................................................................................................................................32
3.2 Proposed System........................................................................................................................33
3.2.1 Requirement Specifications of the Proposed System........................................................33
3.2.2 Activities to be performed by the Proposed System...........................................................33
3.2.3 Cost Benefit Analysis of Proposed System..........................................................................34
3.2.4 Data Flow Diagram (DFD) .....................................................................................................35
3.2.5 Prototyping Requirements....................................................................................................35
3.4 Benefits/Main Features of the Proposed System....................................................................36
4. System Design .....................................................................................................................................37
4.1 Input Design................................................................................................................................37
4.1.1 Input Design Process.............................................................................................................38
4.1.2 General Principles of Input Design.......................................................................................38
Table of Contents

4.2 Output Design .............................................................................................................................40
4.2.1 General Principles of Output Design ....................................................................................40
4.2.1 Guidelines for Output Design................................................................................................41
4.3 Database Design ........................................................................................................................41
4.4 Database Design ........................................................................................................................43
5. System Implementation......................................................................................................................70
5.1 Programming Tool......................................................................................................................70
5.1.1 Why Visual Basic....................................................................................................................70
5.1.2 Advantages of Visual Basic...................................................................................................70
5.1.3 Prominent Features of Visual Basic .....................................................................................71
5.2 Database Selection ....................................................................................................................72
5.2.1 Features/Benefits of MS-Access ..........................................................................................72
5.3 Hardware Used ...........................................................................................................................74
6. System Testing & Evaluation ..............................................................................................................75
6.1 Principles of Testing...................................................................................................................75
6.2 Software Testing Methods .........................................................................................................76
6.2.1 Test Case Design ...................................................................................................................76
6.2.2 White-Box Testing..................................................................................................................76
6.2.3 Basic Path Testing .................................................................................................................77
6.2.4 Control Structure Testing ......................................................................................................77
6.2.5 Black-Box Testing ..................................................................................................................77
6.3 Software Testing Strategies.......................................................................................................78
6.3.1 Unit Testing ............................................................................................................................78
6.3.2 Integration Testing.................................................................................................................78
6.3.3 Function Testing.....................................................................................................................80
6.3.4 System Testing.......................................................................................................................80
6.4 Code Testing ...............................................................................................................................81
6.5 Project Testing Report................................................................................................................82
6.6 Conclusion...................................................................................................................................82
7. Future Extension ..................................................................................................................................84
7.1 Death Claim Repudiated Cases.................................................................................................84
7.1.1 Sketched Interface/Report...................................................................................................87
7.2 SMSB Cases................................................................................................................................89
7.3 Wafaqi Mohtasib Complaint Cases................................................................................................90
7.3.1 Drawbacks in handling of Wafaqi Mohtasib Complaint Cases..........................................93
8. User Guide ............................................................................................................................................94
8.1 Method for Logon ............................................................................................................................95
8.1.1 Method to Change Password................................................................................................95
8.2 Description – Data Entry Form.......................................................................................................96
8.2.1 Method for Addition of New Record.....................................................................................96
8.2.2 Method of Searching of a Record.........................................................................................98
8.2.3 Method of Editing of a Record..............................................................................................99
8.3 Description on Proposal File - Update Mode ...............................................................................100
8.3.1 Method of Searching of a Record.......................................................................................101
8.2.3 Method of Editing/Updating of a Record...........................................................................102

A. Appendices.........................................................................................................................................104
A1. Data Flow Diagram........................................................................................................................104
A.1.1 Level 0 DFD..........................................................................................................................104
A.1.1 Level 1 DFD..........................................................................................................................104
A2. Entity – Relationship Diagram .....................................................................................................105
A2.1 Claim Cases .........................................................................................................................105
A2.2 Proposal File Cases .............................................................................................................106
A2.3 Duplicate File Creation Cases.............................................................................................107
A2.4 Investigation Cases..............................................................................................................108
A2.5 Misc. Complaint Cases ........................................................................................................109
A2.6 Quick Look on ER - Diagram...............................................................................................110
A3. Glimpses - at Start Up ...................................................................................................................111
A3.1 Splash Screen ......................................................................................................................111
A3.2 Main MDI Form ....................................................................................................................111
A3.3 Security First ........................................................................................................................112
A4. Sample Input Screens...................................................................................................................112
A4.1 From Option Menu...............................................................................................................112
A4.2 From the Pull-down Menu – New File ................................................................................113
A5. Output/Input Screens....................................................................................................................116
A6. Glimpse from Reports...................................................................................................................117
A7. Facilitation Scenes........................................................................................................................118
A7.1 The Calculator ......................................................................................................................118
A7.2 The Tig-Tag-Toe ....................................................................................................................118
A7.3 About the Programmer .......................................................................................................119
B. References .........................................................................................................................................120
C. Abbreviations .....................................................................................................................................121

C
H
A
P
T
E
R
When we have gone through this chapter, we will be able to aware about:
 The organization State Life Insurance Corporation of Pakistan, its
history of Nationalization, vision, mission with quality policy and
objectives formulated to make people happy life with State Life.
 Hierarchy prevails at Principal Office, Regional and Zonal Level.
Particularly, the hierarchy at project target area with the description
that “Who is answerable to whom?”
 Definition and get fully conversant on the problem taken into
account, scope of the project and set of objectives to meet in terms of
requirement
 Feasibility Report in terms of hardware/software, cost and expertise.
0
1

1. Introduction of the Organization
State Life Insurance Corporation of Pakistan (SLIC) is the only organization in
government sector dealing with life insurance business over a period of 3 – decays. The
corporation operates its business in 26 – Zones controlled with the assistance of four
regions in the country with its Principal Office at State Life, Building # 09, Dr.Zia-ud-Din
Ahmad Road, Karachi.
Life Insurance was nationalized vide President Order number 10 of 1972 dated March 20,
1972 and widely known as “Life Insurance Nationalization Order (LINO)”
Coherent purpose of Life Insurance Nationalization was “to safeguard the interest of
general public’s funds and to run the Life Insurance Business on sound and smooth lines
for the prosperity of the society and economy”.
Thirty-two Life Insurance Companies were nationalized and merged in anew Government
owned Corporation named as “State Life Insurance Corporation of Pakistan”
To provide insurance to every Pakistani at affordable price and his doorstep in the ever
and top most objective of the Corporation since it establishment.
Zonal Offices have been increased from five to twenty-six in the last three decay with four
Regional Office to control the operational activities in the middle of the organizational
structure. More or less sub-zonal offices are also working throughout the country. Besides
there are more than 700 Area Offices servicing in the remote areas. State Life is also
operating in U.K, Dubai and Kuwait to serve off-shore Pakistani nationals.
State Life’s fund since 1973 has been grown from 1.5 billions to 9.6 billion. Presently Sate
Life is providing insurance cover to more than 5.5 million people. State Life enjoys
privilege of the statutory provision that provides Government guarantee to the policies
issued by the Corporation.
1.1 Nature of the Organization
State Life transacts life insurance business, which is broadly categorized as Individual life
insurance and Group life insurance.

1.1.2 Vision
State Life’s vision is to provide life insurance coverage to maximum number of people
and providing best services at lowest cost but the main emphasize has been on
procurement of good quality new business. AND
”To widen area operation of life insurance and making it available to as large a section of
population as possible, extending it from the comparatively more effluent sections of
society to the common man in town and villages.”
1.1.3 Mission Statement
“To remain the leading insurer in the country, by meeting our commitments to our valued
policyholders and the nation.”
1.1.4 Organizational Objectives
Maximum return to policyholders through: -
- Economizing expenses
- Efficient Management practice
- Sound internal management
- Effective means of mobilization National Savings
- To widen the area of operation of Life Insurance
- To use the policyholder fund in the widen interest of the community
1.1.5 Quality Policy
“To ensure satisfaction of our valued policyholders in processing new business, providing
after sales service and optimizing return on Life Fund through a Quality Culture and to
maintain our position as the leading life insurer in Pakistan.”
1.2 Organizational Hierarchy
Simply stated, the Corporation having a Principal Office (Head Office) controls the
operational structure by setting up Zonal Offices at different location s all over the country
through its Regional Office(s) in the middle of the hierarchy. Zonal Office is further
expanded, with respect to the quantum of the business, to Sub-Zonal Office(s), Sector
Office(s), Area Office(s) and other field offices.
An over-view of the hierarchy is given in the following way: -

1.2.1 Organizational Setup Hierarchy
1.2.2 Region-wise/Zone-wise Hierarchy
Principal Office
Zonal Office
Regional Office
Sector Office Sub Zonal Office
Area Office
Principal Office
State Life Building # 09, Dr. Zia-Ud-Din Ahmad Road Karachi
Southern Region
Karachi
Central Region
Lahore
Northern Region
Islamabad
Multan Region
Multan
Multan
Zone
Rahim Yar Khan
Zone
Sahiwal
Zone
Bahawalpur
Zone
Dera Ghazi Khan
Zone
Rawalpindi
Zone
Abbotabad
Zone
Swat
Zone
Islamabad
Zone
Peshawar
Zone
Mir Pur (AJK)
Zone
Karachi (Southern)
Zone
Mir Pur Khas
Zone
Karachi (Central)
Zone
Larkhana
Zone
Karachi (Eastern)
Zone
Quota
Zone
Hyderabad
Zone
Sukhar
Zone
Lahore (Central)
Zone
Lahore (Eastern)
Zone
Gujranwala
Zone
Faisalabad
Zone
Sialkot
Zone
Sargodha
Zone
Gujrat
Zone

1.2.3 Division/Department-wise Hierarchy
Zone Office
B&A
Department
Marketing / Zonal Head
Secretariat
PHS
Department
NB
Department
IA&E
Department
Agency
Department
Law
Department
P&GS
Department
Field Marketing
Department
Real Estate
Department
Law
Division
Investment
Division
IA&E
Division
PHS
Division
International
Division
G&P
Division
B&A
Division
Marketing
Division
P&GS
Division
State Life,
Principal Office,
Karachi
Regional
Training Academy
PHS/NB
Department
B&A
Department
P&GS
Department
Regional
Secretariat &
Marketing
Department
Regional
Office

1.2.4 Controlling Hierarchy
• A Divisional Head controls a Division and accordingly a Departmental Head
controls the concerned department.
• Each Division, at Principal Office is responsible for controlling the functions of the
respective department(s) at Zonal as well as Regional level.
• Each Regional Incharge controls and supervises the affairs of the respective
department at Zonal level, under the jurisdiction of that concerned Region.
• Principal Office, over all controls the affairs of the Corporation, mainly through
the concerned Divisional Heads. Similarly Regional Office through Regional Chief
and Zonal Office through Zonal Head control the overall affairs of the Region and
Zone.
• Normally, the Divisional Head(s), at Principal Office, passes the instructions/
guidelines through their Regional Incharge(s) but can communicate directly with
the Zonal Incharge(s) of respective departmental, as the case may be.
1.2.5 Organizational Hierarchy on Project Target Area
With respected to this project, here we take the opportunity to elaborate the focus area
falling in the hierarchy on which the project is targeted.
The project is focusing the activities performed at Regional Level at their PHS/NB
Department Hierarchy of Regional level is given above. Here, we are discussing the
PHS/NB Department at Regional and Zonal Level and to make ourselves fully conversant
how these departments communicate and request are entertained by the Regional Incharge
PHS/NB at Regional Level. Regional office takes the stuff from the respective
departments at Zonal Level e.g. affairs, decision-making, financial powers beyond the
limit or any other request from the Incharge – PHS, etc of PHS/NB Department, Multan
Zone are decided at PHS/NB Department, Regional Office, Multan. Similarly, affairs of
B&A Department of Zonal Office, Multan will be dealt by B&A Department, Regional
Office, Multan and same is the case with other departments. It is also pertinent to mention
here that we are focusing the PHS Department, Regional Office, Multan and the respective
departments at Zonal level within the jurisdiction of Multan Region.

Zone Department
Communication
Hierarchy
MULTAN
PHS – Supervised by Incharge – PHS, Multan Zone
Each Incharge of
respective
Department
seeks guidelines/
reports to
Regional
Incharge – PHS,
Multan
NB – Supervised by Incharge – NB, Multan Zone
R.Y.KHAN
PHS – Supervised by Incharge – PHS, R.Y.Khan Zone
NB – Supervised by Incharge – NB, R.Y.Khan Zone
SAHIWAL
PHS – Supervised by Incharge – PHS, Sahiwal Zone
NBS – Supervised by Incharge – NB, Sahiwal Zone
D.G.KHAN
PHS – Supervised by Incharge – PHS, D.G.Khan Zone
NB – Supervised by Incharge – NB, D.G.Khan Zone
BAHAWALPUR
PHS – Supervised by Incharge – PHS, Bahawalpur Zone
NB – Supervised by Incharge – NB, Bahawalpur Zone
Similarly, the other Incharge(s) of respective departments in the zones within the
jurisdiction of Multan Region are required to seek guidelines and report to their concerned
Regional Incharge(s) at Regional Level.
Focusing on the scope of the project and to better understand the problem, in the next
section, here is an opportunity to explain some of the key functions that are performed in
PHS – Department, Regional Office, Multan and the Regional Incharge – PHS, has to
meet with the job responsibilities as narrated below: -
1. Fresh Proposal file(s), on new insurance cases, are received in PHS – Department,
Regional Office, Multan, from the respective Incharge(s) – NB of respective Zone,
duly recommended by the Zonal Underwriting Committee (ZUC) formed at each
Zonal Level. At Regional level, a committee named as RUC (Regional
Underwriting Committee) is setup to make a decision on the case beyond the limit
of ZUC but within the designated underwriting limit of RUC as delegated by the
top management (Divisional Head – PHS, Principal Office, Karachi). Regional
Incharge – PHS acts as convener of this committee.
Regional
Training Academy
B&A
Department
PHS/NB
Department
P&GS
Department
Regional Chief
Secretariat
Regional
Office

2. Death Claims, Accidental Death Benefits (ADB) Claims, Accidental Injury
Benefits Claims (AIB), Special Major Surgical Benefits (SMSB) cases are received
in PHS – Department, Regional Office, Multan, from the respective Incharge(s) –
PHS of respective Zone, duly recommended by the Zonal Claims Committee
(ZCC) formed at each Zonal Level. At Regional level, a committee named as RCC
(Regional Claims Committee) is setup to make a decision on the case beyond the
limit of ZCC but within the designated Claims limit of RCC as delegated by the
top management (Divisional Head – PHS, Principal Office, Karachi). Regional
Incharge – PHS acts as convener of this committee.
3. In order to get approval to create a duplicate policy file at the loss of the original
one, case is received at PHS – Department, Regional Office, Multan. The case is
recommended and sent by the respective Incharge – PHS Department of the
concerned Zone to get approval for creation of the new one. The Regional Incharge
PHS, Multan Region is authorized to examine the matter and accord approval.
4. Wafaqi Mohtasib Complaint cases relating to repudiation of Death claims are
received in the Regional Office and accordingly dealt with these cases.
5. Miscellaneous complaint cases relating to PHS poor Services (i.e. delay in
surrender, loan, alteration etc) to policyholders are also received and dealt to meet
the realistic interpretation of the matter.
6. Monthly Information Statements (MIS) are received from PHS/NB Departments of
concerned Zone(s), on prescribed formats, as desired by the PHS – Division,
Principal Office, Karachi. These statements are checked, compiled and then
transmitted to Principal Office.
These are some of the main functions that are performed in PHS – Department, Regional
Office, Multan. However, some other tasks like arrangement of seminars, training
programs relating to PHS/NB, special assignments entrusted by Principal Office, from
time to time, etc are also done.
Mainly, the top four items, as listed above are taken in the scope of the proposed project
and all sort of efforts are made to improve the performance of PHS – Department,
Regional Office, Multan to the extent of time management, prompt and to facilitate speedy
decision making process.

1.3 Problem Definition
At Regional Level, decision making process is the key activity on the part of the
Departmental Head(s), Focusing on PHS – Department, in order to facilitate the Regional
Underwriting Committee (RUC) and Regional Claims Committee (RCC); there was a
need to make the incoming stuff from different Zones so arranged that decision process be
completed in minimum period of time. Generally at the each month end closing and
particularly at December closing when proposal files, on which the underwriting decision
is required to be taken on the same day and communicated as well, are received in bulk.
Then it becomes very difficult to manage and complete the activity using the manual
prevailing process.
In addition to above, during the course of the process, queries, from Regional Chief,
Principal Office and the concerned Zone, are required to be entertained promptly and to
satisfy with the answer on the justified status over the case. The higher authorities, at
Principal Office ask step-by-step progress and fate on the proposal cases and RCC
decision on claims cases and expect the immediate response.
Following the manual process, it is difficult to update the record position and honour the
status/movement position queries. There is a need of a system to get thing done effectively
and efficiently.
Considering another aspect, if any delay is caused in completing the task, local
management (Zonal Head), Regional Chief and Divisional Head(s) at Principal Office,
Karachi, take a serious view and keep on knocking the concerned official until they are
satisfied with the clarification. In order to explain the position, and pinpoint the real
problem area or official that actually caused for delay in process; it is desperately needed
to plan, organized and implement a sound track and trace system so that task be
accomplished with minimum use of time, other resources to meet the end of the
interpretation and to avoid further complications.
With the commence of office hours, observing the manual system, file(s) is received in
PHS – Department, Multan Region; following activities are necessarily required to be
performed on a proposal file particularly.

a. File receiving (Date is mentioned)
b. Allocating a unique serial number
c. Entering necessary particulars, taken from the file, in a Register
d. Placing a Summary Sheet / Brief Sheet in the file
e. Referring the case to Chief Medical Examiner (C.M.A).
f. Calling committee members and putting the case in the meeting after the file is
received from C.M.A.
g. Getting decision from the committee members on the proposal/file.
h. Preparing fate and sending to the concerned Zone if approved, otherwise to higher
authorities for consideration or the case may be.
i. Updating the record on each movement (i.e. file movement status)
j. Entertaining the queries as stated above, during the course of this exercise.
Similarly, files regarding death claim cases, claims investigation cases, duplicate file
creation matters and etc are also received in a large numbers. More or less, the activities,
as stated above, are required to be performed. Obviously, during the course of the
performance of these activities till the dispose of the file from the Department; constantly,
different sort of queries are welcomed and answered on step-to-step movement of the file
and fate/decision at the end.
Using the manual system, to the extent of record (movement position and updation) and
fulfilling the queries; it becomes very difficult to cope with the flow of information
without any delay. Also, at one point-in-time, at a particular level of activity, if an official
(officer or staff) delay the matter and dispose off the activity inefficiently or shows
negligence in meeting job responsibilities; it is very difficult to clearly point out where the
problem actually exist or the person to whom the responsibility be fixed.
Hence there is a need of such a mechanism in remedy of above problems faced by the
management, prepare the information in any easy way, to get the information instantly,
and to avoid management pressure.
1.4 Scope of the Project
Scope of the project explains the constraints to the extent of features of the system can
accommodate the changes, from time to time, in respect of procedures and policies and to
what extent the system will perform in solution of the defined problem.
First, the proposed system limits it utility and activities to the extent of PHS – Department,

Regional Office, Multan. There are a number of other activities, in addition to the
activities performed as explained under the topic of problem definition, which are
summarized as under: -
01- Monthly Information Statements (MIS), relating to PHS – Department(s) of Zone
in the jurisdiction of Multan Region (i.e. Multan, R.Y.Khan, Sahiwal, D.G.Khan,
Bahawalpur), are received, checked, compiled and transmitted to Principal Office,
Karachi.
02- Correspondence regarding provision of guidelines/instruction to the lines
departments, as directed by PHS – Division, Principal Office, Karachi or sought
out by the Departmental Heads, on case-to-case basis.
03- Entertaining queries and providing suggestions/solutions on the hurdles faced from
time to time at Zonal level in lines departments.
04- Monitoring, checking and evaluation of practices being made at Zonal level in the
lines departments. (For example, surprise visit of underwriting section, claims
sections etc)
05- Arranging workshops/seminars and training programs on need basis at zonal as
well as Regional level relating to PHS/NB matters in order to make Executives and
operatives fully conversant and practicable on the rules & regulations and
procedural aspect of the policies in operation.
06- Any other assignment/job assigned by the Principal Office
The items, listed above are beyond the scope of the project but very much included in the
project and focused to computerize the following assignments, being performed manually
at PHS – Department, Regional Office, Multan.
a. Record management and decision-making on the files upon Death Claims, Surgical
Benefit Claims, and Normal Injury Claims cases beyond the scope of the lines
departments, till the dispatch of the file carrying RCC decision.
b. Dealing with fresh proposal files, activities relating to record management,
decision of RUC and sending the file to concerned department/division.
c. Wafaqi Mohtasib record management on the complaints only relating to the death
claims repudiated cases or delay in process of the other claims.
d. Record management on Duplicate Policy File creation, Death Claims Investigation
cases and miscellaneous complaint cases to the extent of no duplicate file is
created twice, to whom investigation file is marked, report received and constant
follow-up over investigation and compliant cases.

1.5 Broad Based Objectives
- To get the work done effectively and efficiently on the activities to be performed,
as focused in the scope of the project, at PHS – Regional Office, Multan.
- To avoid the management pressure for doing work in a haste
- To perform the activities in an arranged, planned and systematic way.
- To provide a reasonable/satisfied answer to the local management as well as higher
authorities on the queries asked for relating to decision/file movement status.
1.6 Specific Objectives
- To minimize the transit of file(s) lost which is received in PHS – Department,
Regional Office, Multan.
- To respond the queries on file position instantly
- To settle the death claim cases/injury/special surgical benefit claims as early as
possible with the minimum use of resource particularly in time management.
- To address the Wafaqi Mohtasib complaint cases in a coherent way so that genuine
grievances of the complainant be mended for without delay.
- To judge the efficiency of RCC/RUC to the extent of cases submitted decided and
disposed of ratio.
- To properly manage investigation cases, duplicate file creation cases reported to
the department and misc. complaint cases and fresh proposal file cases so that tack
and trace be done in a coherent way and done the work effectively and efficiently.
1.7 Feasibility Report
To get the existing practices, with in the defined scope of the project, transform to the
computer system; it is proposed to develop a computerized system name as “Track and
Trace System” using Microsoft Access and Visual Basic. The feasibility is judged on the
following aspects:-
1.7.1 Hardware & Software
In PHS – Department, Multan Region, a Computer System P – IV (2 GHz) is available
carrying 256 MB RAM, HDD 40 GB, FDD 3.5”, CD ROM and 15” Display Screen. The
department is using a licensed software(s) Windows – XP (Professional Edition) as

operating system and MS – Office, XP as application package. Normally the department
uses MS – Word to meet with the correspondence/typing and MIS using MS – Excel.
There is no use of MS – Access although available in the purchased Office package.
These resources, to the extent of hardware and software requirement for the proposed
track and trace system, are sufficient and quite enough to cope with the obligations. So
there is no need to get new software or include new hardware for the development,
implementation and maintenance of the proposed system.
1.7.2 User Expertise
Presently, a Computer Operator (B.Sc. with One year Diploma in Computer Applications),
is working in the department. He possess eight year experience of computer operations
using application software particularly MS – Office. Having brief analysis, such
experience is quite enough to understand the operations of the proposed system and to get
the functions done from the machine. The person responsible for computer operations
needs no intensive formal training to understand the functions of the proposed system.
1.7.3 Cost Analysis
It is analyzed that necessary hardware, software and user expertise are very much
available in the department. So, no extra expense even to a single penny is required to
incur to initiate the proposed track and trace system. In addition to this, environmental
conditions are very much favourable (i.e. centrally air-conditioned office, management
and user/operator is eager to adopt the computerized system with the objective to improve
the overall performance); therefore, there is no such cost the department has to bear to
make the daily operations convenient to them and this leads to the proposed system highly
cost effective regarding all ingredients.
Hence, in all respects, the development, implementation, adoption and then maintaining
the proposed system is very much feasible and applicable in the prevailing conditions,
environment of PHS – Department, Regional Office, Multan.

When we have gone through this chapter, we will be able to know about:
 The number of work areas and activities are being performed in
connection with the project scope. Manual procedures and practices
prevailing in the existing system
 Sub Activities integrated with each other to shape up one complete
task
 Format of recording of the data i.e. maintaining registers under
different segment work job. The drawbacks creating hindrances
towards efficiency in terms of time consumption in particular and
effectiveness regarding performance cost relationship
 Diagram in analysis of the existing system
C
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2. Detail Study of the Existing System
In previous chapter, as defined in the scope of the project, we have focused on the
following four components and made a detailed analysis of the existing manual system
against each of the category, narrated as under: -
2.1. Underwriting Cases
In PHS – Department, Regional Office, Multan, the fresh proposal file(s), which are
beyond the limit of the Zones: Multan, Rahim Yar Khan, Dear Ghazi Khan, Sahiwal &
Bahawalpur, within the jurisdiction of Multan Region are received from the respective
Incharge – NB, dully recommend by their respective Zonal Underwriting Committee
(ZUC), with the request to accord decision of Regional Underwriting Committee (RUC)
whether the proposal be accepted or not.
After having the proposal file received, following activities are performed to make it
presentable to the RUC.
01- A unique serial number is allocated to each proposal file (e.g. RUC – 0001/2004)
with the date on which the file is received.
02- Following particulars, taken from the file, are entered in a Register, as per format
given below: -
(1) (2) (3) (4) (5)
Ref # Proposal # Zone Life Proposed
Table
& Term
RUC-0001/2004 82-1625-04 BAHAWALPUR MR. M.ASLAM 03/20
RUC-0002/2004 85-1928-04 D.G.KHAN MR.M. IMRAN 05/21
(6) (7) (8) (9)
Sum
Assured
File
Received on
File
Returned on
Remarks
25,00,000 15-05-2004 Under Process
10,00,000 16-05-2004 17-05-2004 Accepted

The elaboration of these particulars is given as under: -
i. Reference number is the same as that of serial number as mentioned on the cover
page of the file at the time of receiving. The format of this reference number is
designed in such a way that RUC-continuous serial number/current year. RUC is
taken with respect to the matter pertains to Regional Underwriting Committee,
continuous serial number is a sequence of incoming files and current year reflects
the year in which the file is first time received in the Regional Office.
ii. Proposal # is taken from the Proposal File. This number is unique with respect the
Zone-wise serial number but the format is same for each Zone. There are three
parts of writing a proposal Number. The format is like Zone Code – Proposal Case
Number – The year in which the proposal is received in the Zone. The Principal
Office assigns zone code uniquely to each Zone. For example, The Zone Code 82
will always mention the Zone “Bahawalpur” while 85 is assigned to D.G.Khan
whereas 08 is fixed for Multan Zone and etc. Proposal Case Number is maintained
at Zonal Level. It is a sequence number of proposal-received order in different
plans. For example 1625 means that 1625 proposals are received so for in the
particular year in Bahawalpur Zone, as stated above. The digit next to Proposal
Serial Number shows the year in which this particular proposal is received in the
Zone. As stated above in 85-1625-04, here 04 shows that the proposal number
1625 pertaining to Bahawalpur Zone is received in the year 2004.
iii. The column titled as Zone, simply states that the zone from which the proposal
pertains to. The name of the zone is written under this column.
iv. Under the column of “Life Proposed”, the name of the person is mentioned who
intends to take the policy (Life Risk Coverage).
v. Table and Term are actually two attributes. The Table number shows the plan
number, which the life proposed, intends to purchase. This plan number is a unique
number given to the product (policy plan) by the Corporation to identify the
product (it may be termed as product ID). The other component “Term” stands for
the number of years to which the life proposed intends to make the agreement with
the Corporation for its life risk coverage. Simply stated, it shows the period of a
life policy. This agreement may be for 10, 15, 20 years or any other choice of life
proposed. As above 03/20 explains that the life proposed intends to purchase an
endowment individual life plan (03 is the product ID for individual life plan) for a
period of 20 years.
vi. Under the column of “Sum Assured”, an amount is written for which the life
proposed intends to purchase the policy. Actually, it shows worth of the policy. For
example, as stated above, 25,00,000 (25 Lac) is written as sum assured means that
the life proposed intends to purchase life policy coverage of 25 Lac for the period
of 20 years under plan 03.
vii. “File Received on” column shows the date on which the file is received in PHS –
Department, Multan Region. It is worth mention that the column may attain
different value (date) if the particular file is received more than one time, in the
department for different reasons. For example, first time file is received on 15-05-

2004 but it returned to meet with certain requirements. After having requirements
fulfilled, this particular file is again received from the Zone; the date on which the
file is again received is also entered under this column. No new reference number
will be marked to the file, which already carries the reference number.
viii. Similarly, the column “File Returned on” shows the date on which the file
dispatched to the concerned Zone/ or to the appropriate authority, as the case may
be. This column may also attain more than one value in case the file gets transit
more than once in Regional Office, Multan.
ix. In the last but not the least, the column “Remarks” gets much of the description on
the activities performed on that particular file. It carries movement status on
activity to activity performed on the file, fate on the case, file returned description
and etc. On having profound analysis of this column; this column may get the
description as stated below: -
i. Under Process
ii. Requirements Called ( in case of in-complete case)
iii. Proposal Accepted at ordinary rates
iv. Proposal Declined (if not accepted)
v. Difference of Opinion, File sent to Principal Office
vi. File Sent to Chief Medical Advisor (CMA) on dated: ______
vii. Fresh Medical Called.
viii. File Returned to concerned Zone &
ix. Other special notes pertaining to the case
In addition to maintaining of this register and to keep the register up-to-date in order to
honour the queries as described in the previous chapter; we have to summarize the results
on the following points, after having done the activities on monthly, quarterly and yearly
basis.
01- Monthly/Quarterly/Half-yearly and yearly statement(s) showing the number of
cases received from a particular Zone.
02- The number of cases declined/accepted/difference of opinion (on
monthly/quarterly/Half-yearly and yearly basis).
03- Number of pending cases
04- Number of cases on which the requirements are called but not received
05- Number of cases received under a particular Table (Plan of the policy)
06- Or any other report asked by the management.

2.1.1 Drawbacks in Underwriting Cases Management System
In the aforementioned description on examining the manual existing system under the
category of underwriting cases and keeping in view the expectations of management to
honour the quires promptly and to get the reports, as mentioned above, effectively and
efficiently; following drawbacks and weakness of the existing system are pointed out that
cause for too much delay in meeting the required standard of performance.
a. Focusing on the format of the Register as described above, taking from the last
column – Remarks, it is examined that it takes a lot of description and status on
most of the separate activities is embedded under a single heading. For example,
decision taken on the file, requirements called, file sent, narration of the decision
and in between activities from file received to dispatch are recorded under this
column. It comes very difficult to scrutinize and to count manually the cases
declined, pending, accepted etc; and one can imagine the laborious work required
to be done when monthly/quarterly/yearly statements are desired on different
components as described in the above list of reports. When the management needs
such sort of information; the operator has to scrutinize each of the rows very
minutely to avoid the chances of error on having a report. It consumes a lot of time
when the transactions are in bulk. Some times, this column, under a particular row,
is so filled that an additional space on some other page is allocated. Doing this, for
particular information, a number of pages are referred to accumulate the scattered
information. Long and short, this column “Remarks” is so filled and occupies a lot
of information that should be separately recorded in dream of getting list of above
reports. Moreover, the queries can’t be properly addressed when this row is bulky
and difficult to dig out the answerable status.
b. When a particular file is received more than once; the file received column and the
file returned column is filled more than one date(s).
c. Table and term are two separate items, which are embedded into a single column.
When there is need to prepare the statement(s) of cases under a particular Table
and term, it becomes very difficult to summarize the results as the quantum of the
cases increases.
d. We have to count and analyze row by row when zone-wise list is required to arrive
the number of cases, in analysis of increased quantum of cases reported from
different zones. It becomes very laborious exercise and cause for waste of time
affecting the other activities to be performed in time.
2.2 Duplicate File Creation Matters
Policy File(s), containing the record of the policyholder(s), is created, maintained and kept
under safe custody at Zonal Level. During the course of the working on a policy file,
transit from department to department or for some other reason, if a file is lost, then a set

procedure is given to the Zonal Incharge(s) – PHS/NB to re-construct the file. The
procedure to reconstruct the duplicate policy file is initiated at Zonal level. With all sorts
of necessary requirements dully completed in all respects, as per laid down procedure and
instructions of the Principal Office, file is passed to the Regional Incharge to accord final
approval for its reconstruction. Discussion on the procedure and activities done at Zonal
Level, for this assignment, is beyond the scope of this project. However, we would focus
on the activities performed at Regional Office level once the file is received to accord
approval for reconstruction.
On receipt of the case for duplicate file, Regional Incharge wholly and solely examines the
matter on case-to-case basis and decides to accord approval after meeting all necessary
ingredients. Here, we will only discuss the file movement, status on the matter,
requirement position if any, pending and disposed off cases – means to the extent of
record management and smooth tracking and tracing of the file. For this purpose, a
Register is maintained as per format given below: -
1. A unique serial number is allocated to each proposal file (e.g. DUP – 0001/2004)
2. Following particulars, taken from the file, are entered in a Register, as per format
given below: -
(1) (2) (3) (4) (5)
Ref # Policy Number Zone Policyholder
Table
& Term
DUP-0021/2004 508035489-0 BAHAWALPUR MR. M.INAM 03/20
DUP-0022/2004 508391339-6 D.G.KHAN MR.M. IBRAHIM 07/21

(6) (7) (8) (9) (10
Date of
Commencement
Sum
Assured
File
Received on
File
Returned on
Remarks
01-04-1982 1,00,000
01-12-2003
15-12-2003
04-01-2004 Approved
31-12-1985 2,50,000 21-04-2004 22-04-2004 Requirements called
a Reference number is the same as that of serial number as mentioned on the cover
designed in such a way that DUP-continuous serial number/current year. DUP is
taken with respect to the matter pertains to Duplicate File, continuous serial
number is a sequence of incoming files and current year reflects the year in which
the file is first time received in the Regional Office.
b Policy # is taken from the papers of the file. Here is an opportunity to discuss the
mechanism of conversion of proposal # into a policy number. As stated earlier,
when a fresh proposal is received, a unique proposal number is assigned to each
proposal. After having necessary process completed, if proposal is accepted, then a
unique serial number named as “Policy Number” is issued to the particular file.
During the entire length of the policy contract, the holder of the policy is regard
with reference to a policy number. It is a nine digit continuous serial number with
one digit code carrying a hyphen between continuous serial number and digit code.
If a policy file is lost, obviously, it would have been issued a unique policy
number. So, this policy number is taken from the papers contained in the case
presented for creation of a duplicate file.
c The column of Zone simply states that the zone from which the policy pertains to.
The name of the zone from the file received is mentioned.
d Under the column of “Policyholder”, the name of the person is mentioned whose
life risk is covered under that particular policy and is the actual holder of the policy
contract.
e The elaboration of the column titled as “Table and Term” is the same as given
above in the matter of “Underwriting Cases”. However, it mentioned here, when
the proposal is converted into policy, only the status of life proposed is changed to
policyholder while other contents, as agreed upon, remains the same, as given in
the initial proposal form, dully signed by the life proposed/policyholder.
f The commencement date is also called Risk Date. In the policy contract, this date
shows the period from which the life risk of the life proposed/policyholder is
covered – means, actually, the policy contract between the Corporation and the
policyholder starts form this date, and maturity of the policy contract is calculated
using the date of commencement of the policy under the prescribed term. This date
is also available in the file presented for duplicate record creation.
g Under the column of “Sum Assured”, an amount is written for which the
policyholder is given risk. Actually, it shows worth of the policy. For example, as

stated above, 1,00,000 (One Lac) is written as sum assured means that the life risk
for the policyholder is covered for sum of Rs.1,00,000.
h “File Received on” column shows the date on which the file is received in PHS –
Department, Multan Region. It is worth mention to here that the column may attain
different values (date) if the particular file is received more than one time, in the
department for different reasons. For example, first time file is received on
01-12-2003 but it returned to meet with certain requirements. After having
requirements fulfilled, this particular file is again received from the Zone; the date
on which the file is again received is also entered under this column. No new
reference number will be marked to the file, which already carries the reference
number.
i Similarly, the column “File Returned on” shows the date on which the file
j In the last but not the least, the column “Remarks” gets much of the description on
i. Under Process
ii. Requirements Called (in case of in-complete case)
iii. Approved for reconstruction of duplicate file
iv. Pending
v. Approved and File returned to the concerned Zone.
honour the queries as described in the previous chapter; the following reports are prepared
using the data form this register: -
01- List of cased on which the requirements were called but not received
02- Statement of Pending Cases (Under Process)
03- Zone-wise/year-wise list of duplicate files on which the approve accorded

2.2.1 Drawbacks in Duplicate File Creation Matter
category of duplicate file creation matter and keeping in view the expectations of
management to honour the quires promptly and to get the reports, as mentioned above,
effectively and efficiently; following drawbacks and weakness in the existing system are
pointed out that cause for delay in meeting the required standard of performance.
column – Remarks, it is examined that it takes a lot of description and most of the
separate activities status is embedded under a single heading. For example,
decision taken on the file, requirements called, file sent, narration of the decision
and in between activities from file received to dispatch are recorded under this
column. It comes very difficult to scrutinize and to count manually the cases,
pending, accepted etc. When the management needs such sort of information; the
operator has to scrutinize each of the rows very minutely to avoid the chances of
error on having a report. It consumes a lot of time when the transactions are in
bulk. Some times, this column, under a particular row, is so filled that an additional
space on some other page is allocated. Doing this, for particular information, a
number of pages are referred to accumulate the scattered information. Long and
short, this column “Remarks” is so filled and occupies a lot of information that
should be separately recorded in dream of getting list of above reports. Moreover,
the queries can’t be properly addressed when this row is bulky and difficult to dig
out the answerable status.
c. Table and term are two separate items, which are embedded into a single column.
When there is need to prepare the statement(s) of cases under a particular Table
and term, it becomes very difficult to summarize the results as the quantum of the
cases increases.
d. We have to count and analyze row by row when zone-wise list is required to arrive
the number of cases, in analysis of quantum of cases reported from different zones.
It becomes very laborious exercise and cause for waste of time affecting the other
activities to be performed in time.
2.3. Death Claims Investigation Cases
PHS – Department at Zonal level has to carry death claim investigation on early death
claims or the cases on which the ZCC/RCC calls investigation. In the definition of early
death claims cases are: those claims are submitted with in the period of two years on
enforce policies. Most of the zones have their own claim examiner(s) as appointed by the
Principal Office. But some of the zones like Bahawalpur, D.G.Khan, and Sahiwal have no

expertise to carry out this specific job. Hence, they move such cases to Regional Incharge
– PHS, Multan with the request to arrange the death claims investigation completed
thorough a claim examiner or some suitable officer and return the file alongwith the
investigation report. Therefore, the files under death claims investigation are received in
PHS – Department, Multan Region and the Regional Incharge – PHS has to meet with the
job assignment. It is pertinent to point out that the other zones not falling within the
jurisdiction of Multan Region may also send their investigation cases, in case the claims
investigation area falls very much within the jurisdiction of Multan Region. For example,
PHS – Department, Lahore (Central Zone) may request to the Regional Incharge – PHS,
Multan Region to honour them with an investigation report in case the deceased belong to
Multan Region even policy pertains to Lahore Central Zone. So, these requests are also
honoured. Long and short, investigation matter may come from all over the Corporation.
On receipt of a death claims investigation file, the file is examined and by the Regional
Incharge – PHS and then marked for investigation to an appropriate claims examiner or
some officer on which the case is entrusted. The claim examiner is requested to get the
matter investigated and submit the report direct to the concerned zone under intimation to
the Regional Incharge – PHS, Multan. It is examined that following activities are
performed on a death claims investigation file. For this purpose, a Register is maintained
as per format given below: -
01- A unique serial number is allocated to each policy file (e.g. INVES – 0001/2004)
given below: -
(1) (2) (3) (4) (5)
Ref # Policy Number
Concerned
Zone
Deceased Name
Table
& Term
INVES – 0003 /2004 508035489-0 BAHAWALPUR MR. M.INAM 03/20
INVES – 0004/2004 508391339-6 D.G.KHAN MR.M. IBRAHIM 07/21

(7) (8) (9) (10
Sum
Assured
File
Received on
File Marked
To
File
Returned on
Remarks
1,00,000
01-12-2003
15-12-2003
Mr. Nauman Akmal
Multan Region
04-01-2004
Investigation Report
received; file returned
2,50,000 21-04-2004 Multan Zone 22-04-2004 File sent for investigation
01- Reference number is the same as that of serial number as mentioned on the cover
designed in such a way that INVES-continuous serial number/current year. INVES
is taken with respect to the matter pertains to investigation, continuous serial
number is a sequence of incoming files and current year reflects the year in which
the file is first time received in the Regional Office.
02- In regard to the column titled as “Policy number”, the description is same as
elaborated under the heading “Duplicate File Cases”.
03- The column “Concerned Zone” simply states that the zone from which the death
claim policy file pertains to and received from. The name of the zone from the file
received is recorded
04- Under the column of “Deceased Name”, the name of the person is mentioned
whose life risk is covered under that particular policy and is the actual holder of the
policy contract. It is also called policyholder, when alive. In case of death of the
policyholder, this title is changed to the word Deceased.
05- The elaboration of the column titled as “Table and Term” is the same as given
06- The explanation on the column “Sum Assured” is same as narrated above in the
matter of duplicate file creation supported with the sentences written under
underwriting cases.
07- “File Received on” – explanation is same as given above.
08- “File Marked To” column may attain different values. Basically, under this
column, the name of the examiner is written to whom investigation is marked by
the Regional Incharge – PHS. If the case is required for a claim examiner other
than the Regional Office then only zone name is mentioned and the name of claim
examiner is left at the discretion of the referred Zonal Incharge – PHS. For
example, if the matter is required to get the investigation from a claim examiner
associated with Multan Zone; file is sent to the Incharge – PHS, Multan Zone
requesting to get the case investigated from the claim examiner and submit the
report to the concerned zone under intimation to the Regional Incharge – PHS.
09- Similarly, the column “File Returned on” shows the date on which the file

10- As usual as stated above, the column “Remarks” gets much of the description on
a. Under Process (if case is not yet marked and placed on the table of the
Regional Incharge – PHS)
b. Referred for Investigation
c. Investigation Report Received
d. Report and file sent to concerned zone.
honour the queries as described in the previous chapter; the following reports are prepared
using the data form this register: -
a. List of cases referred but report/reply not received
b. Statement of under Process cases / Unmarked Cases
c. Zone-wise/year-wise list of Investigation cases
2.3.1 Drawbacks in Investigation Cases
category of investigation cases and keeping in view the expectations of management to
honour the quires promptly and to get the reports, as mentioned above, effectively and
efficiently; following drawbacks and weakness in the existing system are pointed out that
cause for delay in meeting the required standard of performance.
separate activities status is embedded under a single heading. For example, file
referred to or marked for investigation, reminder sent to referred zone/person to
complete the investigation or reminder on report not received, file sent to the
concerned zone alongwith report etc. It comes very difficult to scrutinize and to
count manually the cases, required to follow-up the cases, disposed off cases and
etc. When the management needs such sort of information; the operator has to
scrutinize each of the rows very minutely to avoid the chances of error on having a
report. It consumes a lot of time when the transactions are in bulk. Some times, this
column, under a particular row, is so filled that an additional space on some other
page is allocated. Doing this, for particular information, a number of pages are
referred to accumulate the scattered information. Long and short, this column

“Remarks” is so filled and occupies a lot of information that should be separately
recorded in dream of getting list of above reports. Moreover, the queries can’t be
properly addressed when this row is bulky and difficult to dig out the answerable
status.
c. On the column Table/Term; the observation is same as given above in case of
Duplicate file cases and underwriting cases.
d. Having observations on the column Concerned Zone; the concerns are same as
given above categories.
2.4 Claims Cases
In PHS – Department, Regional Office, Multan, the policy files against the lodged on
policy claims, which are beyond the limit of the Zones within the jurisdiction of Multan
Region are received from the respective Incharge – PHS, dully recommend by their
respective Zonal Claims Committee (ZCC), with the request to accord decision of
Regional Claims Committee (RCC) whether the claim be accepted or rejected/repudiated.
Before to list down the categories of claims cases; here is an opportunity to clarify that the
procedure of lodging of every type of following claims, calculation of claims liability and
other requirements are beyond the scope of this project. The process from intimation of the
death claim to the final payment on the claim, if accepted, meeting with all necessary
requirement are done at zonal level. The claim file, completed in all respects, is moved to
RCC, seeking final decision, only on those cases, which are above the given limit of ZCC.
Now, the brief description on each of the category of claims cases is given below: -
a. Death Claims Cases – These claims are lodged after the death of the
policyholder/life proposed by the claimant.
b. SMSB Claims Cases – SMSB stands for Special Major Surgical Benefit. This
claim is applicable on all enforce policies. On the request of the policyholder, some
amount is advanced, meeting with other terms and conditions of eligibility of this
claim, on his/her request, in case the policyholder has to undergo with major
surgical; for example, bye-pass. This claim is entertained in the life of the
policyholder under policy terms and conditions.
c. AIB Claim – stands for Accidental Injury Benefit. This claim is entertained, as per
policy terms and conditions, on acquiring injuries during the insured life risk as per

policy contract. The cost of medicines/treatment is given as per claim and policy
contract worth.
On having any of the above claim file received in PHS – Department, Regional Office,
Multan; following activities are done with reference to track and trace system: -
01- A unique serial number is allocated to a policy claim file (e.g. RCC – 0001/2004)
given below: -
(1) (2) (3) (4) (5)
Ref # Policy Number
Concerned
Zone
Deceased Name
Table
& Term
RCC – 0001 /2004 508035489-0 BAHAWALPUR MR. M.INAM 03/20
RCC – 0002/2004 508391339-6 D.G.KHAN
MR.M.
IBRAHIM
07/21
(7) (8) (9) (10
Sum
Assured
Claim
Category
File
Received on
File
Returned on
Remarks
1,00,000 SMSB
01-12-2003
15-12-2003
04-01-2004
RCC approved claim,
File Returned
2,50,000 Death Claim 21-04-2004 22-04-2004
Claim Declined,
File Returned
i. Reference number is the same as that of serial number as mentioned on the cover
designed in such a way that RCC-continuous serial number/current year. RCC is
taken with respect to the matter pertains to Regional Claims Committee,
continuous serial number is a sequence of incoming files and current year reflects
the year in which the file is first time received in the Regional Office.
ii. In regard to the column titled as “Policy number”, the description is same as
elaborated under the heading “Duplicate File Cases”.
iii. The column titled as Zone, simply states that the zone from which the policy file
pertains to. The name of the zone is written under this column.
iv. Under the column of “Deceased Name/Policyholder”, the name of the person is
mentioned whose life risk is covered under that particular policy and is the actual
holder of the policy contract. It is also called policyholder, when alive and the
nature of the claim is AIB or SMBS. In case of death of the policyholder, this title
is changed to the word Deceased.

v. The description under the column(s) Table/Term & Sum Assured is the same as it
is given in the case of underwriting matters, duplicate file cases or death claims
investigation matters.
vi. As for as the column under title “Claim Category” is concerned; this cell may take
three kind of values in regard to the type of the claim: SMSB Claim, AIB Claim
and Death Claim.
vii. Description in regard to “File Received on” and “File Returned To” column(s) is
the same as given above in case of Investigation matters; Duplicate files cases and
underwriting cases.
viii. In the last but not the least, the column “Remarks” gets much of the description on
and etc. On having profound analysis of this column; this column gets the notes as
stated below: -
▪ Under Process
▪ Requirements Called
▪ Sent for Reinvestigation
▪ Liability Accepted and File Returned
▪ Liability Accepted and File sent to RCC
▪ Liability Repudiated
▪ Liability Repudiated and File sent to P.O.
▪ Difference of Opinion and File sent to RCC
▪ Liability Accepted
▪ File sent to Zone to decide in ZCC
honour the queries as described in the previous chapter; we have to summarize the results
on the following points, after having done the activities on monthly, quarterly and yearly
basis.
1. Statement of Under Process Cases
2. Statement of Repudiated Cases, on monthly basis, to be sent to P.O., as per desired
format
3. Monthly statement of SMSB approved cases
4. Statement recording the disciplinary actions, if recommended, on repudiated cases

5. Work efficiency showing statements; e.g., how may cases reported, repudiated,
accepted, quantum of cases under a specific category, zone-wise claims cases,
cases marked for reinvestigation and etc.
6. Number of cases on which the requirements are called but not received
7. Or any other report asked by the management.
The above information is dig-out using the register as per format given above. However,
specifically in order to get the statement(s) on “Repudiated Claims Cases” and SMSB
Cases, as per pre format desired by Principal Office; following two registers, in addition to
above register, are maintained: -
2.4.3 Drawbacks in Claims Cases Management System
category of claims cases and keeping in view the expectations of management to honour
the quires promptly and to get the reports, as mentioned above, effectively and efficiently;
following drawbacks and weakness of the existing system are pointed out that cause for
too much delay in meeting the required standard of performance.
In analysis of whole of the claims cases handling mechanism and going through the
format(s) of all the registers maintained here, most of the flaws are experienced same as
encountered in Duplicate File cases, Underwriting Cases and Claims Investigation Cases.
So, we skip the elaboration on those columns, which are similar and have been discussed
earlier in this chapter under one or the other category; the columns like: Concerned Zone,
Table & Term, File Received on, File Returned on and Remarks. On these columns,
observations may be considered same as earlier. Now, we will discuss the remaining
columns under which the observations are recorded that may hinder the problems in
smooth flow of data.
a As noted above under the column of “Claims Category”, it attains more than one
value with respect to the type of the claim (AIB, SMSB, Death Claim). When
query on specific type of cases, is required, the operator has to count the same type
of data under this column vigilantly to arrive the conclusion which becomes more
difficult when required information is too scattered and bulky. It is also the case
with the columns: Reasons for Repudiation and Supplementary Contract.
b Here, we would like to comment of “Disciplinary Action Column”. With profound
analysis, it is pointed out that the column possesses a lot of bulky, in-different

information. This column contains information about the person against which the
disciplinary action recommended (name, designation, code number etc), the case
referred to the personality to take action, feedback, follow-up response is also
recorded in this column (when the case referred, reminder date, if any, fate on the
action recommended etc). When the higher authorities seek information about the
disciplinary action matter; one can imagine how it would be so difficult and
complicated to find out the desired information and put into different prescribed
columns as desired by the authorities. This is the main drawback in follow-up and
implementation mechanism dealing with disciplinary action matters.
2.5 Miscellaneous Complaint Cases
PHS – Department, Regional Office, Multan has to entertain Misc. complaint cases with
respect to the policyholder services. For example, a policyholder applied for loan on
his/her policy. Eventually, there is no response from the concerned zone, delay in process
of the application or any other reason due to which the policyholder (customer) is not
satisfied with the quality of the service. The policyholder has right to approach to the
Regional Incharge – PHS, Multan to bring the matter in notice his notice and Regional
Chief, Multan. Such complaints are received directly in PHS – Department, Regional
Office, Multan or may come through the office of the Regional Chief, Multan. When these
sorts of complaints are received, Regional Incharge – PHS, Multan Region seek comments
for the concerned Incharge – PHS, at Zonal Level, falling within the jurisdiction of Multan
Region and remains in touch with the proceedings to mend for the complaint in order to
satisfy the customer. It has been experienced that generally, following nature of
complaints are received regarding poor services to the policyholder: -
a. Delay in process/un-due requirements in Policy Surrender Cases
b. Delay in the Policy Loan cases
c. Alternation matter services (Required changes in Policy Schedule, e.g., change in
nominee, Table/Term etc)
d. Policy Late Fee Concession matter
e. Complaint against official on misbehave, charges leveled by the policyholder
On receipt of any nature of compliant, action is taken promptly. For the purpose, a register
is maintained to keep the record of these complaint cases, progress on these cases and
follow-up on the cases so that the genuine grievances of the complainant are addressed in
a coherent way.

01- A unique serial number is allocated to each complaint Application (e.g. Misc –
0001/2004) with the date on which the file is received.
02- Following particulars, taken from the complaint application, are entered in a
Register, as per format given below: -
(1) (2) (3)
Ref # Subject
Concerned
Zone
Misc – 0003 /2004
Complaint of Mr. Muhammad Arshad, Policy #
508035489-0, against Incharge – PHS, Bahawalpur
Zone regarding delay in process of policy surrender
BAHAWALP
UR
Misc – 0004/2004
Complaint of Mr. Muhammad Anees, Policy #
508391339-6, against Incharge – PHS, Dera Ghazi
Khan Zone regarding delay in process of policy
Loan
D.G.KHAN
(4) (5) (6)
Complaint
Received on
Complaint
Referred on
Remarks
15-01-2004 16-01-2004
On 16-01-2004; Comments called from Incharge – PHS,
Bahawalpur
On 05-02-2004; Reply received stating the compliant is
solved
21-03-2004 22-04-2004
On 22-04-2004; Copy of the complaint sent to Incharge –
PHS, D.G.Khan Zone with the directions to solve the
matter under intimation to this office
On 03-05-2004; Reminder sent to Incharge – PHS,
D.G.Khan
On 15-05-2004; Reply received. Complaint is settled.
01- Reference number is the same as that of serial number as mentioned on the cover
designed in such a way that Misc-continuous serial number/current year. Misc is
taken with respect to the matter pertains to Miscellaneous Complaint cases,
continuous serial number is a sequence of incoming applications and current year
reflects the year in which the application is first time received in the PHS –
Department, Regional Office, Multan
02- In is observed that the column “Subject” carries a number of information
embedded in one cell. It contains the information of name of the complainants, the
person/department against which the complaint is made, nature of the complaint
i.e. the matter on which the compliant pertains to and particularly the policy
number (the key element) on which the complaint initiated. Putting the data above
in this column does self-explanatory elaboration.
03- The elaboration on the column “Concerned Zone” is the same as done earlier on
different work categories, explained in this chapter so for.

04- The column “Complaint Received On” is the same as that of “File Received on”
Column. Hence the elaboration is the same and self-explanatory.
05- The column “Complaint Referred On’ resembles with the column “File Marked
To” column as elaborated in the category of “Death Claims Investigation Cases”.
06- As usual as stated above, the column “Remarks” gets much of the description on
the activities performed on that particular complaint application. It carries
movement status on activity to activity performed on the matter, fate on the case,
file returned description and etc. On having profound analysis of this column; this
column may get the description as stated below: -
i. Date and the person to which the complaint referred
ii. Date when the reminder sent, in case of no reply or non-compliance of the
instructions.
iii. Follow-up Activities on the matter to meet with realistic interpretation of
the matter
honour the queries; the following reports are prepared using the data form this register: -
a. List of cased on which the cases referred but report/reply not received
b. Statement of settled cases
c. Zone-wise/year-wise list of complaint cases
d. Current status on a particular complaint case
2.5.1 Drawbacks in handling of Misc. Complaint Cases
category of Miscellaneous Complaint Cases and keeping in view the expectations of
management to honour the quires promptly and to get the reports, as mentioned above,
effectively and efficiently; following drawbacks and weakness in the existing system are
pointed out that cause for delay in meeting the required standard of performance.
separate activities status is embedded under a single heading. For example, the
application referred to, the date of which it referred, reminder sent to referred
zone/person to respond, complaint settled, pending for reply, etc. It comes very
difficult to scrutinize and to count manually the cases, required to follow-up the
cases, settled and etc. When the management needs such sort of information; the
operator has to scrutinize each of the rows very minutely to avoid the chances of
error on having a report. It consumes a lot of time when the activities are in bulk.

Some times, this column, under a particular row, is so filled that an additional
space on some other page is allocated. Doing this, for particular information, a
number of pages are referred to accumulate the scattered information. Long and
short, this column “Remarks” is so filled and occupies a lot of information that
should be separately recorded in dream of getting list of above reports. Moreover,
the queries can’t be properly addressed when this row is bulky and difficult to dig
out the answerable status.
b. The observations on the column “Subject” is similar as recorded above. This
column also contains a lot of information that should be recorded under separate
columns to make the required information easy to access. The information like
name of the complainant, policy number on which the complaint is initiated,
complaint against to, nature of the complaint, etc is mentioned under one column.
On of the main drawback is that, when query is required on a particular policy
number; each and every row is scrutinized with laborious work to get the required
result.
In conclusion of our discussion, in chapter # 02, we have gone through whole of the
mechanism regarding track and trace system being done manually, keenly observed and
pointed out areas where work is to be done in the way to get right track towards objectives
as drawn in Chapter # 01. In the next chapter, we would come up with suggesting in shape
of proposed system that would take place of the existing system to get thing done better
and in fruitful way.

Department of Computer Sciences, Allama Iqbal Open University, Islamabad
MBA – IT Program, Report under Course “Software Project”, Code # 3419
Track and Trace System Ver 1.0.0
State Life Insurance Corporation of Pakistan, PHS – Department, Regional Office, Multan
When we have gone through this chapter, we will be able to know about:
 The objectives of the proposed system chalked out in the light of the
expectations of the user and with respect to the problem defined in
the result of existing system analysis
 System Proposal to be put for design keeping in view requirement
specifications, prototyping, proposed activities to be performed by
the system and having cost – benefit analysis to justify its feasibility
 The enlistment of benefits/main features in a dream of proposal
design chalked out in system proposal given for further proceedings.
 View to Main System Analysis Diagram that how it will act, once the
proposed system is designed and implemented.
C
H
A
P
T
E
R
0
3

32
Written & Composed By: Zafar Ahmad
Roll # L –519679, MBA – IT Program, Spring – 2004
3. Proposed System
To rectify the problems in existing system we intend to propose a system that actually
address the problem and provide a well managed system. Introducing the automated
system can solve the current problems, which is being faced by the user. The new system
will easily handle the problem of maintaining the records of files in transit of Regional
Office. The main Objective of the new system is to solve the problems in the current
system. Here are some points, which are being followed or fulfill by the new system. Here
are some points, which are being followed or fulfill by the new system.
3.1 Objectives
The proposed system shared formally defined and centrally controlled collection of data.
The system is infects collection of computer files that can be accessed easily and quickly
using different criteria as per required by the organization.
The main objectives are listed as under: -
• Data sharing can be easily and automatically
• User friendly system, and can be maintainable
• Stored records in less space as compare to the paper
• Security of data is the top priority
• Act as catalyst for Decision making process
• It provides environment in which all departments work in coordination through
whole of the fulfillment process.
• To address the queries promptly
• Fast file Tracking and Management of Record
• Lost of Policy files be minimized
• To provide a fully graphical window based application, to increase the user interest
and satisfaction.
• To provide good security of the information by applying the user authorization and
authentication.
• To reduce the paper cost.

33
3.2 Proposed System
In order to put the system proposal which should definitely meet the with the solution of
the defined problem in the prevision chapter(s); we have to go through the requirement
analysis, Types of requirements, coupled with the prototyping requirements as discussed
here as under: -
3.2.1 Requirement Specifications of the Proposed System
The proposal of an automated system can solve the current problems. The new system
will easily handle the problem of maintaining the records of Policy Files received in PHS
Department. The main Objective of the new system is to solve the problems in the current
system. Here are some points, which are being followed or fulfill by the new system.
• Provide a fully graphical window based application, to increase the user interest
and satisfaction.
• Provide good security of the information by applying the user authorization and
authentication.
• Reduce the paper cost.
• Reduce the time in re-enter the data at different places.
• Provide user-friendly environment that it will reduce the cost of training of the
user.
• To remove the data redundancy.
• To maintain up-to-date information.
3.2.2 Activities to be performed by the Proposed System
• It’s an old saying that “Time is Money” so new system should save that money for
the people who are interacting with the system.
• The new system will provide the quick and correct information to user.
• The new system will keep the record management of all the components like
Claims Cases, Duplicate Case etc.
• The new system will ensure to provide the consistent information to the user.
• The new system will be reliable.

34
• The new system will update and validate the records automatically.
• The new system should reduce the burden of record management by doing the
work automatically like serial no generation and date generation etc.
• The new system will generate different types of reports for the management.
• The new system will be user-friendly interface.
• The new system will reduce the paper work.
• The new system will be portable.
• Trouble shooting of the new system will be easy.
• The new system has to do some extra features like rebuilding of indexes.
• There should a feature of login and password.
Keeping all of the above features this shows we are looking for the perfect system.
Anybody who is related to the field of computer science knows that it is impossible to
make a Perfect system. Bugs are present in every system but it depends that how many
bugs are present in the system. It also depends that if the system is crashed than how
quickly system will recover. It is more important that which tools are used in the
development in the system. As we know that the current system is working manually so
the process of the information is unstructured, so the proposed system is dreamed that it
should be able to handle the information structurally.
3.2.3 Cost Benefit Analysis of Proposed System
Cost & Benefit Analysis is a relatively simple and widely used technique for deciding
whether to go for the system or not. As its name suggests, to use the technique simply add
up the value of the benefits of a course of action, and subtract the costs associated with it.
Costs are either one-off, or may be ongoing. Benefits are most often received over time. In
its simple form; cost/benefit analysis is carried out using only financial costs and financial
benefits.

35
SR.
#
Item
Description
Cost
Associated
Required
For Project
Remarks
01. Hardware Rs. 50,000/= Nil
Supplied by the Department as
already there, provide by their
Principal Office
02. Software Rs.30,000/= Nil
Already Purchased by the
Corporation and provided to this
Office. This software is used to
develop this Project
03. Training - Nil
As already trained personnel is
working there; however,
orientation training on the
system may be provided by the
developer.
TOTAL COST Rs. 80,000/= Nil
As the system is being
developed to meet the
obligation for MBA – IT
degree. Hence Free of Cost.
3.2.4 Data Flow Diagram (DFD)
To exhibit the requirements for the flow of data, we use data flow diagrams. Here again
hierarchy is expressed by layering, so that different levels of detail are shown in different
layers. We begin by considering the system as a transformer of data. We examine the data
that flows into the system, how it is transformed, and how it leaves the system. The
emphasis is on the flow of the data, not on the flow of control.
A DFD shows the flow of a data through a system. The system may be an organization, a
manual procedure, a software system, a mechanical system, a hardware system, or only
combination of these. A DFD shows the movement of data through the different
transformation or processes in the system. The processes are shown by named circles
(‘bubbles’) and named arrows entering or leaving the bubbles represent data flow. A
rectangle represents a source or sink, and is a net originator or consumer of data. A source
or a sink is typically outside the main system of study. [DFD can be shown in the
Appendices Section of this Report].
3.2.5 Prototyping Requirements
When a customer works with us to determine requirements, sometimes the customer is
uncertain of exactly what is required or needed. The requirement analysis may yield a

Project Report on Policy File Track and Trace System.pdf

Project Report on Policy File Track and Trace System.pdf

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