Tài liệu PROJECT PLAN pdf

RELATES project Project PlanPROJECT PLAN DOCUMENT PREPARATION INFORMATION CUSTOMER INFORMATION LAST UPDATED MASTER VERSION LOCATION 21 July 1999  softcopy : Directory : Opnt_1\knowledge

RELATES project Project Plan

PROJECT PLAN

DOCUMENT PREPARATION INFORMATION

CUSTOMER INFORMATION

LAST UPDATED MASTER VERSION LOCATION

21 July 1999  (softcopy) : Directory : Opnt_1\knowledgelib\

\\ABC Bank Knowledge Base\projects\project management\plan\

 (hardcopy) : Project Management Office @

Note: The reader must verify that this is a current version before using.

RELATES project Project Plan

RELATES project Project Plan

3.1 RELATES - SW Provider Solution

3.2 Standard Components and Customized components 3.3 Other component

4.0 RISK ASSESSMENT AND MITIGATION STRATEGIES

5.0 RESOURCES AND RESPONSIBILITIES

5.4 Key Project Team Member Profiles

5.5 Project Management and Administration

6.0 SCHEDULES

6.1 Detailed project schedule

6.2 Summarize project Schedule

7.0 REPORTING AND REVIEW

7.1 Project Status Reporting

7.2 Project Meetings

8.0 STANDARDS

8.1 Standard Products

8.3 Standard Project Management Tools

8.4 Standard Development Tools.

RELATES project Project Plan

10.2 Service Within the Warranty Period

10.3 Service Outside the Warranty Period

Other Documents (as required)

Project Qualification Report

Minutes of Meetings

Change Control Documentation

14.0 GLOSSARY AND DEFINITIONS

15.0 APPENDIXES

15.1 Appendix A - Project Charter

15.2 Appendix B - Project Manager Letter of Assignment

15.3 Appendix C - Statement of Work (SOW)

15.4 Appendix C-1 - Detailed Implementation Schedule

15.5 Appendix C-2 - Summarize Implementation Schedule

15.6 Appendix D - Project Contact

15.7 Appendix E - Key Project Team Member Profiles

 Based on Keynesian Model, Bank Negara is encouraging all financial institutions to

increase their lending to spur the Nation out of its economic crisis

 ABC Bank is taking the initiative to streamline its lending processes to expedite the

delivery of consumer loans in line with Bank Negara’s guidelines

Project Charter and Project Manager’s Letter of Assignment

Attached as :

 Appendix A : The Project Charter

 Appendix B : Project Manager’s Letter of Assignment

Approval Approval

Disbursement Documentation Application Processing

RELATES

Core Loans System

Account Processing Product Development Account Mgmt/Reporting Legislative Reporting

RELATES will be an end-to-end automation of the front-end processes for the various loan products (HP, standard Housing Loans and Unit Trusts).

SW Provider’s solution is based on open systems architecture that is scalable across the

enterprise The components are based on the following scaleable technologies :

 Optika eMedia Workflow Engine

 Process Redesign Consulting

 Project Management Services

 Software Customization and Development Services

 System Implementation Services

 Training Services

Major Milestones

Major milestones includes the following :

 Acquisition of hardware and software

Its objectives are :

 To turnaround time for approval,

 To reduce turnaround time for disbursement,

 To track loan status from application till disbursement,

 To implement right first time concept and last but not least,

 To increase user productivity

1.3 Scope of work

The scope of work includes the design, customization and implementation of the RELATES System from Loan Origination until Disbursement.

2.0 PROJECT REQUIREMENTS

2.1 Statement of Work (SOW)

The SOW defines the activities to be completed and the responsibilities of both ABCBank and SW Provider during the implementation The major activities to becompleted are as follows :

 Project Planning and Organization

 Environment Readiness

 Organizational Readiness

 RELATES implementation

- Process Redesign Consultancy

- Initial Product definition and Parameter setup (System configuration)

- Customization

- Training

- Acceptance Test Planning

- Acceptance Test Execution

- Installation

- System Implementation

- Project Management, Control and Reporting

 Product and Parameter verification

 Interface Development

 Pilot and subsequent cut-over to live operation

 Post RELATES support

 Customization support

The detailed SOW is defined, refer to Appendix C

2.2 A High level Work Breakdown Structure (WBS) is simplified as below :

For a detailed WBS, refer to Implementation Schedule

Project Requirements Page 10

3.0 DELIVERABLES

3.1 RELATES - SW Provider Solution

Whilst the BPR is taken as the method to analyze and achieve breakthrough achievements inprocess efficiency, we would like to position RELATES as the means to help financial

institutions realize the goals set in the BPR through end-to-end process automation

Introduction

RELATES is a workflow-based system that tracks loans from the point of customer

application until disbursement In addition, the system implements automation as far as

possible, e.g., in the credit processing/approval of loans applications, the various types ofdocuments (e.g., letter of offer, reject letters, cover letters, charge documents etc.) are

automatically generated The workflow system with its inherent (automated) electronic

routing of work and scheduling, together with the automated features results in loans

applications cycle time (for approvals and disbursements) being greatly reduced This systemwill greatly improve a financial institution’s customer satisfaction level as well as increasingits market share in the highly competitive credit and lending industry

Though processes do vary from financial institutions to financial institutions, RELATES will

provide a standard framework for the automation of the various work processes for various product requirements These work processes can be “production-based” processes (i.e.

characterized by high volume and standard processes, e.g Standard housing loans, hire

purchase) as well as “ad-hoc” processes (ie characterized by low volume and ad-hoc in

nature, e.g Corporate/commercial loans) Processes and applications can be customized tounique requirements RELATES is also unique in the sense that changes in business processes

do not affect the applications and vice-versa

RELATES – Major Subsystems

Automatic Tracking of Loan Application Status

As the application progresses through the various stages, e.g Data Input, Approval,

Documentation, etc., the system will automatically track each stage of the application For

example, a customer calls in at the Loan Center When he provides the Loan Center with aunique identification number, he will be able to know the status of his application withinseconds The system will be able to pull out the relevant details, e.g., waiting for lawyers,awaiting confirmation of site visit, awaiting receipt of acceptance of letter of offer fromcustomer, etc

Automatic Routing of Work

As the application progresses through the various stages, the system will automatically route

the work to the correct stage/queue where the staff identified to perform that particular rolewill be able to pick up the work to be performed and so on No manual recording of worksteps will be required

Automatic Tracking and Performance Monitoring

Detailed status and performance reports by activity and by role/staff may be obtained to

enable the Bank to track the performance of the Loan Center operations and the productivity

levels of its staff Moreover the system is able to keep track of the performance of externalentities e.g lawyers Any bottlenecks in the process can also be identified, thus leading to

continuous process improvements.

Automatic Display of Work to be done

When a user logs onto a RELATES terminal the system will display a list of tasks to be done

in order of priority The system will keep track for the user what needs to be done, e.g.

Follow up on letter of offer for customer ABC, Perform Disbursement transaction forcustomer XYZ, Check and Sign Banker’s Check for customer JKR, etc The user need notremember the steps that have to be performed, the system prompts the user to perform therequired steps Moreover, the system automatically pulls out the relevant details for the user,i.e., the user need not remember the application details as the system keeps track of theprocessing stage for each customer application

Statistics

Each activity in the RELATES process is tracked and monitored with the following details:

- date and time when the activity was available to be acted on

- date and time when a staff actually started to work on that activity

- date and time when the user finished that activity

- the staff who worked on that activity

- the outcome of that activity

The detailed statistics captured will provide information on the performance of both the

process and the users, e.g reports on productivity/performance of the staff, bottlenecks in the

process as the volume of applications increase

Security

Only the staff identified to perform certain activities will be able to access those activities,

i.e., the system will know how to route the work to the relevant people This provides a level

of security whereby certain activities can only be accessed by the relevant staff, e.g.,Authorize Disbursement can only be performed by Credit Officers and not Clerks

Work Escalation via Deadline Feature

The system is able to escalate a work activity, or to send messages to inform relevant

personnel if a deadline has passed E.g if a customer has not come in to provide the rest of thedocuments required after a certain time period, the system will notify the clerks to give thecustomer a call, or to send reminder letters

Reject Reasons Captured

As the applications go through the process and rejections occur, the reason for rejects arecaptured by the system with the reasons indicated automatically in the reject letters

Unique System-Generated Tracking Number for Customer Reference

The system will start tracking the loan application once the customer puts in an applicationform A receipt containing basic customer and loan information with a reference number isautomatically printed and given to the customer At any time the customer may call the bankand provide this number in which case the bank is able to provide detailed status as to thestatus of the loan

Automatic Generation of Disbursement Schedule and Calculation

The system will generate the disbursement schedule and calculates the disbursement amountautomatically depending on the stage of complement It also keeps track of when, who, andhow much was disbursed

Folders and Notes

At certain stages of the work process, notes (credit memos, reminders, recommendations or

any general notes) maybe attached to the work unit As an extension, images of documents

may also be attached to the work unit for review purposes This feature mimics the real worldwhere very often memos and documents are attached as part of the work parcel

b) FAX Server Interface

The Fax Server interface provides the following benefits:

i) Sending out of faxes may be automated, i.e., staff need not have to key in the

telephone number System will retry if the line is engaged, or paper is out, hencesaving staff time

ii) The system may be programmed to send out faxes at off-peak rates

iii) Sending same fax to different recipients is automated

iv) Reduction in paper costs

c) Developer & Project Profile with End-Finance Limits Attached

The developer and project profiles are centrally maintained at the RELATES database Part ofthe role of the Bank is to proactively identify potential new developers and projects (from

newspapers, constant contact with developers, etc) and enter the required details into thedatabase This is so that when applications are sent for processing, information is availableonline and a minimal number of applications would require direct contact with the developers(for the missing information).

The Automated Approval System will access the developer/project/end-finance database andadjust the limits accordingly when the applications are approved or rejected

d) Lawyer Profile

Presently, most banks have a panel of lawyers that handles the documentation phase.Documentation turn-around time is very much dependent on the lawyers themselves and there

is no central monitoring of the performance of the lawyers

To improve the documentation process, the Bank may specify some criteria for the lawyers to

be included in the panel The criteria may include:

Performance Tracking of Lawyers

The workflow automation system will track the date and time when the Lawyers are notified

of the work to be done, and the date and time when the actual work is passed back to theBank Performance reports may be churned out monthly for the Bank to monitor theperformance of the lawyers and to take appropriate action

Lawyer Selection Algorithm

System should perform automatic selection of lawyers based on

The lawyer profile must be maintained centrally at the Loan Center in the database At aminimum the following details are to be captured:

NameAddressTelephoneFaxType of Loans handled by the LawyerGrading (based on the performance statistics from the workflow automation system)

e) Document Generation System

Offer Letters, Reject Letters, Cover Letters to Lawyers, Valuers, Standard Documents etc.will be automatically generated by the system with the relevant details inserted into thedocuments from the database without any human intervention/typing

Information should only be keyed in once at data input, with subsequent extraction of the required information from the database so that users does not need to re-key in the

information (could introduce errors) when letters of offer, fire insurance form, etc are

produced

f) Automated Evaluation System (AES)

As its name suggests, this system automates the current functions of the Credit Officers inapproving a loan, e.g perform necessary credit checks (online to host database for existingcustomers), checking eligibility, BNM criteria, etc

This greatly reduces the time taken for approving standard loans, and relieves the CreditOfficers for other tasks, e.g., marketing to customers This system is parameter-based andhence allows for routine credit requirements to be changed on the fly as current conditionsdictate Moreover it reduces (not eliminate ) the need of hiring new experienced CreditOfficers to process the loan applications as the loan volume increases and also reduces thetraining curve of new officers

The Automated Evaluation System (AES) also provides the following functionalities:

- Checks for Security Acceptability

- Citizen and Residency Checks

- Eligibility Checks

- Calculation of Installment Amounts

- Calculates Sensitivity Ranges

- Logs the reasons for rejects

- Access host system for BMC, Bankruptcy, etc checks

Under some special circumstances RELATES may allow for certain rejected applications to

be re-routed to a Credit Officer for confirmation of the reject

A sample of some of the reject reasons is as follows:

Reject Reject Description

1 Failed Citizenship Test

2 Not Malaysian Citizen

3 In BMC List

4 Is a Bankrupt

5 Customer Liability Status - Doubtful

6 Customer Liability Status - Difficult

7 Customer Liability Status - Judgment

8 Customer Liability Status - Legal Action

10 Aggregate Liabilities > 1.5 M for secured

11 Aggregate Liabilities > 150 K for clean

12 More than 1 Return Checks due to insufficient funds

13 More than 2 months consecutively in excess

14 Loan Amount below Lower limit

15 Loan Amount above Upper limit

16 Loan Amount below OD Lower limit

17 Loan Amount above OD Upper limit

18 Age below Lower Limit

19 Age above Upper Limit

20 Tenure above Maximum Allowed

21 Tenure + Age exceed Maximum Allowed

22 Exceed Maximum Margin Of Advance

23 Exceed MOA Range

24 Exceed Maximum Installment

25 Exceed Maximum OD Repayment

26 Exceed Net Income Lower Limit

27 Exceed Joint MOA

28 Exceed Joint (OD) MOA

28 Securities Not Accepted

29 Non-Standard Restrictions

30 Exceed End Finance Limit

31 Bank Exposure Exceeded (ASB)

32 Bank Exposure Exceeded ( ASN)

33 Trust Certificate Not Acceptable