Lean Management Solve Bank Dhofar Proplems Information Technology Essay

Lean Management Solve bills box Dhofar Proplems Information Technology EssayNumber of brinks and financial conception in the word and spicily in Oman implement such management stock(a) of lean to action best business process going blocked transition need more than of b revisions secured. That strength comes from, speed of operation activities, curb the cost, good product and increase guest knowledge. A leading buttt in Oman c in alled margin Dhofar involve in many IT activities and steps to modify guest satisfaction. taradiddle get out go through the finding and gives recomm destroyations. aboriginal words bills dispenser Automatic Teller MachineSDM Smart stand by MachineHSP High Payment SystemsWISAL- maven of Call Center overhaul- customer inquiresISO International Organization for StandardizationIT Information TechnologyEMV Europay / Mastercarte du jour/ Visa1.0 accession depose Dhofar is base forward to offer many serve effectively. gauzy service may not extend to or reach unless bank successfully implements such activities to take into account the tonus in best counseling of bound service offered. To satisfying commit customer through providing gamy service it go forth ameliorated the out come in productivity side and will increaseOperation value. It is hard to achieve this pitch shot of service because it require basic background in the constitution. On the same hand depone Dhofar need to offer fast, bestand high character reference services more to their customers. It demand to be reliable when such services lunch because it needs to succeed the memorial tablet.ISO 9001 has defined the service as angle activities (Noor Aida Idris. 2008). Bank Dhofar is offer many kind of service to his customer and prefers the IT channel. TI services be high technology of Bank process, tool and selective information offered by Bank to their stave as well as customers. counseling on profitability is the main objecti ve for any commercial organization such as Bank dhofer to achieve maximum profits and improve sh arholder return. Globule banks specially the large of them believes that if e-banking delivery channel such as ATMs, SMS banking, internet, deposit machines (CDM) and call center if deployed in good manner will deliver to reduce the cost of operation activates which tend to heighten the bank profitability. According to Nsouli Schaechter (2002) in 1996 a survey published by Booz-Allen Hamiltoan intercommunicate e-banking come out with the estimated cost of daily transitions in united call forth of full complexify service is 1.07 US iodin dollar bill per proceeding, fleck predict banking cost 54 cent, ATM 27 cent and internet banking 1.5 cent. arboriculturist (2003) has come out with research cover most largest bank in Europe render that the cost of any simple transaction that branch teller made is more costly by 14 measure if we comber it with online transaction cost. This re search found that if customer made transaction in bank branch will cost them about 1 dollar cumbering with 60 cent if he made it through teleph unmatchable call, while use the same transaction online will reduce it to 0.02 cent. Moreover upward(a) e-channel will develop customer relationship by providing 24/7 online excess of banking services on beat and whenever he need. E-banking has direct realise and indirect. Direct benefit through reducing operation cost, overhead cost, hot transactions, less shit loading, reduce customer waiting queues and allow staff more free judgment of conviction which may used for marketing purpose. here are approximately good examples of Bank Dhofar e-banking channels2.0 ATMBank Dhofar is increasing dependent on use of information technology (IT) in carrying out business operations. The management of IT function has become very deprecative (Okunoye et al, 2007) due to implementation of IT based banking and ATM system as fast use of advanced c ommunication net work for connecting multiple stead across the country. The modish of last century was the age of processing engineering (D.Dilijonas D. Zavrid, 2008). The growing dependence on technology for managing business also exposes the organization to substantial IT security risks.2.1 Before ATMATM is net work Technology offer high speed (T.Pham, 1998). Before ATM invented all commercial Banks and spicily Bank Dhofar were facing al herd of difficulty those troubles brought a headache to all Bank staff spicily cashier when salaries has been attribute in customers accounts a long queue of customer str etceteraing in front of cashier window waiting for their salaries and they feel uncomfortable with Bank services. Also cahier in trouble he/ she should work faster than he could which made him get ats mistakes, this mistakes either shortages or access, it need a lot of time to discover it and some time cashier pay that deference. Some time customer need to know their accoun t balance, keep back statement or small inquire about their account situation they should reach the Bank or any branches. In the same time if customer needs an urgent liquidity when Bank close, there is no way to have it and this problem become bigger if the next day is holyday, which may make a big loss to that customer.But after ATM is flood tide up every thing has change to good a lot of problems disappear and customer served will, cost reduced, quality of service alter and money reachable for 24 hours / 7 old age a week plainly it need to insert your ATM identity flyers.2.2 ObjectivesThe ATMs and SDMs play an important role in the Banks sell and corporate banking strategy byProviding a 24 hours / 365 days a year (S.Yoshizawa J.Makiwo, 2001) automate service comprising cash deposits withdrawal, cheque deposits, public utility bill payment, credit card payment, transfer of funds, mini statement, cheque need, etc.Reliving pressure at the cash counters and ensuring that all transitions are bear on online, real time so no supercharge back end processing is required.Reducing the risk of forged currency notes being deposited, since SDMs are programmed to detect counterfeit notes.Enabling the Bank to protect both its retail and corporate customer base.Offering customer the convenience of choice of locations from which they can carry out their basic banking activities.Displaying to the public a progressive get a line of the Bank.Although set up primarily to provide a vital customer service, cost effectiveness of ATMs and SDMs improves progressively in proportion to their utilization.The aim moldiness therefore beTo make every personal accountholder a debit cardholder and,To direct all corporate customer to the CDMs for their cash / cheque deposit.2.3 ChallengesOne of the most challenges that effect ATMs as will as CDMs is security. The global problem of ATMs / CDMs fraud is constantly evolving word wide, while the industry is trying to struggle in all fronts. Fraudsters have been innovative and evolve smart techniques offset from a simple card trapping, cash swap to sophisticated techniques interchangeable skimming, card trapping, cash tapping etc. and brute force attacks. Fraudsters have been moving to markets which are considered less non-EMV or non-CHIP markets. The card associations, ATM Vendors, financial institution all have been working together to combat this fraud.By victorious a few measures Bank Dhofar could do a bit in combating this menace and improve customer confidence in the popular ATMs / CDMs channel.3.0 HPS military group observance3.1 IntroductionOne of the main things that Bank Dhofar is trying to achieve is improving the existing product and this we can find it clear when Bank Dhofar deliver the forefinger Card. Power Card is an ATM Switch and calculate Management System supplied by High Tech Payment Systems (HPS), Morocco. It will replace the existing legacy system call Sparrow from CR2. Power CARD can be accessed apply Internet Explorer. It will be initially accessible Card Center, Operation Department, Call Centre, Retail Banking, IT and branches.3.2 What are the primary objectives of this project and implementation?Improving customer service at Card / Call Center, improved operations and MIS such as SMS alerts for ATM customers, red-hot services like EMV acquiring, EMV issuing, Balance Enquiry on planetary ATMs outside GCC, enabling of debit cards on Internet, security and conformity with International Payment Network mandates.The new system is already dependent for EMV (Europay / MasterCard/Visa) which would enable Bank Dhofar to issue CHIP based debit card and also accept CHIP based international VISA Card on our ATMs.A Debit / Credit Cared is a bank card used to make electronic withdrawal of cash through automatize Teller Machines (ATM) or pay for goods and services at blockage-of sales last-place or on the gentlemans gentleman- Wide web (internet) or obt ain cash advances from ATM, up to- agreed credit limits.4.0 New Call Center do WISALThe field of relation design has increased its concentrate to know how systems of technology-based products are implemented (Forlizzi, J. 2007). Life become fast and Bank Dhofar focus on that by offer new service that helps his customers to reach the Bank and finish his need on faster way, so they introduce new service all Wisal. Wisal is a toll free service offered by Bank Dhofar Call Center it allows the customer to contact Call Center victimisation special identification number to request some servicesIt is a latest offering comes in line with the banks strategy to move juxtaposed to its clients and provide convenient, fast and customer friendly services.WISAL is backed by state of the technology to enable it to become an efficient and effective touch point and deliver channel. The staffs of WISAL are highly trained to deliver the kind of quality services that hopefully will help bank to gain more customers and retain existing ones.WISAL Services will includeGeneral Inquiries bring InquiriesChaque Book RequestProduct Service InformationCredit Card Balance Other Related InquiriesComplaint Handling Resolution funds TransferATM Transaction InquiresAnd more..5.0 Internet BankingBank Dhofar is one of a leading banks in Oman that introduce Internet banking to reduce the transaction cost and improve customers satisfaction, where there is combined relationship between customer and internet banking affecting the bank achievement. Bank Dhofar and other banks in Oman introduce internet banking to fulfill customers different requests specially when technology allow that aiming to heighten customer satisfaction, attracting those new customers and bring back existing ones. Majority of world banks and local oddly in Oman like bank Dhofar are provide their customers by variety internet free service in order to promote the customer to transfer to electronic method rather than devel opment the traditional one.In 2002 a research on Internet bankers shone that 37% of online banking services directive to 18 % of European peoples. Research also evaluate the number will reach the double bringing new extension of self services while such research was absent in my country.Bank Dhofar online services have design to satisfy customers by offering Varity of services like-Paying utility billsOrder cheque moderateHave account statement turn back the balance accountCheck payment and receivingSee the bank product latterly, bank dhofar tend to improve his customers by deploying his staff across Oman to satisfy them and meet bank expectation.6.0 egotism Service Module of Helps DeskThe bank has installed IT Help Desk Software in the IT division (ITD) to track and control the software, ATM, Network and hardware related support request received by IT Department from branches and head spotlight departments. This will further improve the quality of service from ITD to IT exp loiters in the bank.The IT Help Desk system is an interior software application used to track all support calls / request received by ITD in a centralized, searchable database for easy reference by IT staff, enabling quick resolution to issues and simplifying the tracking of issues.The staff branches and head office will be able to input their support call / requests using Web based system. As the request is input by the user staff, the system generate a work order history for future reference.7.0 FindingMany financial institution may facing some technical problems in designing new systems or product that enhance operation activities but Bank Dhofar has achieve good performance in introducing new IT technology to serve his customer very will, offer new and chosen product and concentrate on IT Technology aiming to provide kick downstairs service, reduce the cost, improve productivities and quenched the customers.As a branch jitney with 14 years in banking sector I observed that e-channel especially like ATM has played most important role to improved customer satisfaction, display e-banking knowledge and develop customer attitude from banking services. Recently customer has improved his knowledge about bank product and services through understanding the important of e-channel and how it make easy of banking transaction to economise customer time meanwhile, bank dhofar has deployed ATM and other e-channel in Oman to satisfied itself through reducing bank expenses on transaction and satisfied his customer by reduce waiting time in branches.8.0 ConclusionReport has focused on Bank Dhofar experience in implementing the successful of one operation management aspect Lean Management and how it solve many operational problem which lead to enhance the Bank productivity and achieve customer satisfactions.9.0 RecommendationOne of good thing that Bank Dhofar plotted to achieve is introduce new IT technology to maximize the benefits and meet new business challenges, th is true but during this investigation I find that Bank Dhofar still need to focus on the technology of this century akin using internet banking to provide faster communication that enhances Bank success. Because its the latest technology that occupied the country last deceit and number of using internet is expanded daily.