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Figure 2 Work system snapshot for a loan approval system - DOC

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Figure 2 Work system snapshot for a loan approval system - DOC Powered By Docstoc
					Name: Queenie 50521735, Violet 50519881

Figure 3: Work system snapshot
                                 English Proof-Reading Service
               Customers                                        Products & Services
 * Student                               * Proof-Reading (24 hours, express)
 * Job applicant                         - Business Writing
 * Postgraduate candidate                - Academic Paper
 * Editor(Professors)                    - Fiction & literatures
 * Anyone needs proof-reading service    * Proof-Reading (Normal)
 * Ameteur writer                        - Buz writing
                                         - Academic Paper
                                          - Fiction & Literatures

                              Work Practices (Major Activities or Processes)
* Administrative Assistants collect and receive enquiry from the potential customers.
* Administrative Assistants sort, schedule and coordinate service between clients and professor
* Or Administrative Assistants follow up the enquiry
* Vustomer submits document online
* Administrative Assistant confirm price and turnover time to complete editing
* Professors edit document
* Administrative Assistants / Professor sents complete document back to customer.

          Participants                       Information                         Technologies
 * Editor (free-lacer)          * Service Package info                 * Internet
 * Web Master                   * Payment                              * Fax
 * Academic Professions         * Procedure (Submission)               * Bank Payment System
   (e.g. Professor)             * Terms & conditions of use            * CRM
 * Administrative assistant     * Sample documents (Before-and-        * Adv. Engine
                                after)                                 * Telephone
                                * Recuritment info                     * Email
Name: Ronny Wong, Raymond Tam, Melanie Wong

Figure 3: Work system snapshot
                                  IPO Offering via Internet Banking
               Customers                                         Products & Services
 - Bank A/C Holder                         - Approval or denial of allocation of shares
 - E-banking officer                        - Re-deposit of extra funding
 - IPO Banking officer


                               Work Practices (Major Activities or Processes)
- Customer sends request to Banking to buy IPO
- E-banking officer sens request to IPO Banking officer
- IPO Banking officer sends request to Underwriter
- Underwriter officer allot shares + informs the bank
- IPO Bank officer inform customer about allotment
- IPO Bank officer re-deposit extra (refund) to customers + deposit shares to customer's account

         Participants                         Information                         Technologies
 - Bank A/C Holder              - Applicant's A/C balance, stock       - Internet
 - E-banking officer            price, quantity requested              - Web server
 - IPO Banking officer          - Award no. of shares                  - internet security / vertifivation
 - Underwriter officer          - T& C of the shares + refund
Name: Hlda Cheung 92185914, Emily Kwok 96014325

Figure 3: Work system snapshot
                                etms of Expeditors - logistics company
                 Customers                                        Products & Services
  - Shipper and consignee (local/overseas)  - Cargo movement
  - Operational staff                       - Customs brokerage service
  - Marketing and sales staff               - tracking service
  - Accounting staff                         - track & trace system


                               Work Practices (Major Activities or Processes)
1. Marketing and Sales staff setup "Standard Operation Procedure" with customers
2. Marketing and Sales staff work out "Standard Operation Procedure" with operation staff
3. Operation staff input customer's information into e.tms for processing the waybill & invoice
4. Accounting staff check invoice date for e.tms to follow up payment
5. Status of shipment will be updated in e.tms for customer to trace/track.

         Participants                          Information                         Technologies
 - Admin assistance             - Customer's commercial doc             - Telephones
 - Shipper and consignee        (Commercial invoice & packing           - Intranet
 - Operational staff            list + statements)                      - Internet
 - Marketing & sales staff      - terms & conditions of rates &         - EDI (electronic data
 - Accounting staff             liabilities                                interchange)
                                - Ordinances of regulartory parties
                                - Finanacial condition & market
                                prospects
                                - sailing / Flight schedules
                                - buying cost provided by carriers /
                                shippinglines / airlines.
Name: IP, Cynthia; Wong, Alix

Figure 3: Work system snapshot
                            Beauty Salon System (Slimming section)
               Customers                                     Products & Services
  * Patrons                             * BMI measurement
  * People who make enquiry             * Fat Ratio Calculation
                                        * Personal weight control scheme
                                        * Explanation of scheme
                                        * Dietry Advice
                                         * Booking of Personal Consultants

                              Work Practices (Major Activities or Processes)
* Consultant identify personal weight control scheme.
* Consulting sessions between Consultants & Patrons
* Presentation of proposal & agreement of patrons + Billing & Payment
* Consultants work with facilities officer, Nutritionist
* Booking of weight control sessions / services
* Periodical re-assessment

          Participants                        Information                        Technologies
 - Consultants                  - body check record                   - BMI / fat-ratio calculator
 - Nutritionist                 - BMI                                    (Evaluation tools)
 - Patrons                      - Fat ratio                           - payment system
 - People who make enquiry      - weight records                      - Internet
 - Accounts Receivable Staff    - consultancy service consumption     - Telephones
 - Administrative Assistant     (no. of sessions available)           - Internal Database
Name: Phoebe Chu 96014638, Bonny Chau 92185750, Samuel Chan 50521016

Figure 3: Work system snapshot
                                     Fedex Express - Delivery System
                 Customers                                        Products & Services
 - Shippers                                  - Ordering and delivery tracking
 - Internal staff e.g. operators             - Quotation
 - customer services officers                - Shipment documents
 - Consignees                                - Warehouse management
                                              - Receiving

                               Work Practices (Major Activities or Processes)
- Shippers request quotation and delivery schedule
- shippers place orders
- Couriers collect the goods from the shippers
- Operational staff receive and store the goods in the warehouse
- Operational staff arrange appropriate flight for delivering the goods based on shippers' requirements
- Upon the arrivals of goods and operational staff arrange the delivery
- Shippers or Consignees check the status of delivery if necessary
- Consignees sign to confirm upon receive

          Participants                          Information                        Technologies
 - Customers services              - Shipment ordering data             - Internet
   officers                        - Quotation                          - Telephones
 - Operators                       - Shipment documents                 - Handheld
 - Couriers                        - Delivery notes                     - Shipment checking system e.g.
 - Sales representative            - Terms and conditions of               Global positioning System
 - Process improvement             shipment                             - Routing decision making
   team                                                                    system
Name: ChanLima Lalitkamonsuk, Corey Ho, Chu Wai Man (50526189)

Figure 3: Work system snapshot
                                       Account Payable System
                Customers                                        Products & Services
 1. Local staff                             1. Approval in the account payable
 2. Supplies                                2. Automatie payment
 3. Debtees                                  3. Rejected Payments
 4. AP department
 5.Treasury (IS)


                              Work Practices (Major Activities or Processes)
1. Local staff from ranking countries and original invoices to Account Payable staff in HK
2. A/P input data into Oracle System
3. A/P matched invoice with P.O.
4. Oracle generates payment fie -> print out "cash requirement report"
5. Inform Treasury department in Dollar amount for fund needed
6. Treasury checks if we have sufficient fund for particular unit / country
 - Yes -> okay to pay
 - No -> looking for loan (Study cash flow forecast)
7. AP uploads paymen tfile to "FTP" Path
8. TS go to path and up load info to CitiDirect
9. TS seek out for appropriate approval / on line only
10. TS confirm correctness & Finally send file to Citibank
** Remarks: AP = Account Payables, TS = Treasury

          Participants                       Information                          Technologies
 1. Local staff                 1. Invoices                            1. CitiDirect
 2. Citibank                    2. Purchasing order                    2. Oracle Finanacial
 3. Suppliers                   3. Bank Statement                      3. Internet
 4. Account payable staffs      4. Cash flow forecast                  4. Telephones
 5. Authorigor                  5. Approval limit
 6. IT Staff
 7. Treasury staff
Name: Scarlett Chan Lai Wah 50520173, Agnes Au Mei Yee 93590046, Arron Zhony 50656967

Figure 3: Work system snapshot
                 Customers                                      Products & Services
  1. Target customer pool (Bank customer  - online personal insurance application
    data base, select young age & good    - Explanation of the insurance plan details
    income class clients)                 - Policy document & approval certificate from internet
  2. General public customer pool (All     - payment proof: transaction ref. no.
    peoples can log in HSBC web site)


                               Work Practices (Major Activities or Processes)
1. Overview of the terms & condition of the policy, cover details
2. Quick quotation of premium price
3. e-application
4. show customer service hot line tel no. for further enquiry
5. credit card payment for premium through internet bankings system & authorization
6. Print out instant approval certification & payment receipt.

Advantages of this business system
- instant approval to promote business efficiency
- General additional revenue for other sector (i.e. the credit card center) of the same group/company
- Convenient for applicant
- Save time (both applicant & company)
- Save cost (paperless, decrease human effort)

Disadvantage of this business system
-  personal touch / content, customer relationship is weekend
- impact on marketing sales staff since sales opportunties shifted / by pass via e-system
- expectation gap due to misunderstanding of the product detail, that arouse client complain. Complain
from client may cause impact in long time company image.


           Participants                       Information                          Technologies
 - credit card center staff     - applicant's details                   - Browser base web site
 - insurance department staff   - policy contents                       - E-mail
 - IT support & development     - market e-mail for target customer     - Internet
    team                        - terms & conditions of the policy      - Tel (customer service hotline
 - marketing department         & product                                  enquiry)
 - product development                                                  - credit card payment system
    team: logistic, prodct,                                             - e-banking system
    pricing, marketing &
    instant approval criteria
Name: Allie Siu 50594008, Lee Ho Kuz 95088680, Antonio Chan 91881099

Figure 3: Work system snapshot
                                       Event Management System
                 Customers                                         Products & Services
 - corporate clients                         - Types of event, e.g. Exhibition, Gola Dinner,
 - producer                                     Conference, Road Show.
 - administrator                             - Venus
 - Event specialist                           - Requirement of decoration e.g. Effect, lighting, PA
                                              System, Background

                               Work Practices (Major Activities or Processes)
- Clients brief event specialise for their event needs.
- event specialist discuss with producer and Administrator for the best solution to the client.
- Producer create the event proposal with budget information
- Event specialist present the proposal with creative idea to corporate client
- corporate clients provide feedback for minor changes
- Event specialist gather information with Administrator & Producer
- Corporate clients approval for the revised proposal & repitch(?)
- Producer start process the show with the items in work order
- administrator keep check press & budget during implementation & before show day
- If everything OK, shows/event will be in schedule

          Participants                         Information                           Technologies
 - Corporate client              - Terms & conditions                     - PA System
 - Producer                      - vendor information                     - Video Conference
 - Events specialist             - Manpower Allocation                    - Internet
 - Administrator                 - Licensing info                         - Intranet, Skype
 - Project assistant             - Venues requirements                    - telephone
                                 - insurance info                         - Powerpoint
                                                                          - Production software
Name: Chung Chi Keung, Terry 50520542, Co Beng Yu, Peter 88000763

Figure 3: Work system snapshot
                  For A Pre-shipment Inspection of a 3rd Party Inspection Company
                 Customers                                     Products & Services
  - shipment owner & their related        - Pre-shipment inspection service
     teammate if any, like technical,      - inspection report
     shipping team, marketing & so on
  - Inspectors of the inspection company
  - Accountant of the inspection Co.
  - Suppliers / Manufacturers


                               Work Practices (Major Activities or Processes)
- Customers provide their agreed P.O. copies with their suppliers / manufacturer(s) & an approval
inspection reference samples (for new product only)
- Supplier(s) / manufacturer(s) inform inspection company about the inspection date by using inspection
booking form through fax / e-mail when the shipment ready
- Conduct inspection as per the fixed & agreed schedule.
- Issue inspection report once the inspection finished to customer(s), supplier(s)/manudacturer(s) by e-
mail.
- Accounts department issue e-invoice to charge customer as per agreed charge rate
- customer settle down the inspection payment as per the agreed time frame.

           Participants                        Information                        Technologies
 - Shipment Owner                - Invoice / P.O. copies from          - Spreadsheets
 - Supplier(s) / Product         cutomer                               - Internet
    manufacturer(s)              - Product specification / customer    - Telephones
 - Inspector                     requirement                           - e-mail
 - Inspection report type        - Job invoice to customer after       - Fax
    writer                       inspection
 - QA manager for
    Inspection result approval
 - Accounts
Name: Chow King Sze 50289630, Edward Wong 50520081, Lip Oi Yan 50521378

Figure 3: Work system snapshot
                                  Offshore Online Betting System
                Customers                                       Products & Services
 Outsider                                 - Betting (on-line)
 - Gamblers                               - On-line sharkloan services
 - Sharklonaners                          - Money Laundry arrangement
 - Money Laundry parties                  - Personal data verification
 Insider                                  - Potential loaner search services
 - Account creating officer               - approval of services application
 - Loan arrangement officer                  (accept and reject betting loan application or money
 - Risk management officer                   laundry arrangement)
 - Security officer
 - Betting monitoing staff



                              Work Practices (Major Activities or Processes)
- Loan arragement office identities loser need a loan as well as the parties need to lend money with
extremely high interest rate
- Loan arrangement officer as a coordinator to help both parties to reach loan agreement through
coordinating the both parties
- Loan arrangement officer drawn up the loan package when agreement was reached
- Submit the loan agreement to the risk management officer / security officer for vetting
- Loan arrangement officer informs the outcome of application to both sharkloaner & money borrower

          Participants                      Information                          Technologies
 - Gamblers                    - Applicant address                    - GPS + GIS (Global
 - Sharkloaners                - Applicant family particulars            information system)
 - Money Laundry parties       - Loan term                            - Internet phone
 - Risk management officer /   - outcome if the loaner do not pay     - Internet
   security officer            back.                                  - Decision Support Software
                                                                      - Database for Sharkloaner /
                                                                         great Gamblers / Money
                                                                         laundry parties / gangs
Name: Gary Chan 50545850, Jim Wong 50315731, Alex Tong 50443279

Figure 3: Work system snapshot
                                      POS System of Retailing
                 Customers                                         Products & Services
 - Cashier Staffs                            - Sales information
 - Buyer                                     - Payment settlement with customers
 - Sales manager & Supervisors               - Inventory control
 - Designer                                  - Providing decision-making information (e.g. chart…etc)
 - Logistic staffs                           - CRM
 - Consumer                                   - Payment Settlement with bank


                                Work Practices (Major Activities or Processes)
- Input sales data by cashier staffs
- Provide "exchange" or "refund" services if necessary
- Input customer's information (e.g. Name, Address, Contact no.) for membership program
- Retrival of customers information for VIP promotion or update
- Retrival of sales data from buyer & logistic staffs to do replenishment (?)
- Division managers retrive the sales information for marketing decision
- Designer use information to predict the trend

          Participants                       Information                           Technologies
 - cashier staff               - Sales Information                      - spreadsheet
 - buyer                       - Customers Information                  - barcode reader
 - bank                        (Name, address, references, etc.)        - RFID
 - sales manager               - payment Information                    - Decision support software for
 - designer                    - inventory Information                     marketing decision
 - logistic staffs                                                      - Internet
                                                                        - Payment gateway
                                                                        - ERP including CRM
Name: Mon Ng, Margaret Lee

Figure 3: Work system snapshot
                                       Order Tracking System
                Customers                                         Products & Services
 - oversea subsideries                      - purchase summary
 - customer services team (CS team)         - PO status report
 - HK officers                              - Order status follow up
                                             - inspection date tracking

                              Work Practices (Major Activities or Processes)
1. CS team receive PO from oversea subsideries input into system
2. CS team ask supplier to advise plan inspection date
3. CS team confirm supplier with actual inspection date
4. CS team arrange inspectors to perform inspection.
5. CS team ask overseas subsideries to release shipment
6. CS team ask supplier to shipment details
7. CS team generate PO status reports for overseas subsideries
8. CS team generate purchase summaries to HK offices

        Participants                         Information                        Technologies
 CS team                       - Po Information                       - spreadsheet
 HK others                     - vendors d-base                       - E-mail
                               - subsideries data-base                - Telephone
                                                                      - Fax
Name: Loretta Li, Gerald Ma

Figure 3: Work system snapshot
                                UPS - Parcel delivery and tracking system
                  Customers                                        Products & Services
  - individual clients                       - on time collection and delivery of parcels
  - corporate or government clients           - tracking capability during delivery process
  - client service representatives
  - parcel dispatch and delivery personnel


                                 Work Practices (Major Activities or Processes)
- client calls hotline or walks into service centre for delivery quotations
- After confirmation of terms, UPS sends collection staff to pick up the parcel from client's location and
assign receipt and tracking ID
- collection staff bring the parcel to central warehouse for dispatch assignment
- dispatch control assigns fastest routing automated business intelligence capability
- parcel is sent through assigned routes e.g. trucks -> air -> trucks -> destination
- UPS client can use the web to track location of parcel 24 x 7

           Participants                         Information                          Technologies
 - individual clients            - client detail and destination detail   - GPS tracking
 - corporate or govt clients     - electronic receipt                     - wireless handheld devices used
 - client service reps           - tracking I.D.                            by delivery staff with GPRS
 - parcel dispatch & delivery    - terms and conditions                     capability
    personnels                   - routing intelligents                   - business intelligence analytics
 - competitors acting as         - transportation logistic assignment       to assign routing
    clients to understand        - order qoutation confirmation           - web or phone access to service
    process                      - payment confirmation                     or tracking
 - internal accounting
    administration
    departments of UPS
 - warehousing staff & UPS
Name: Kelvin Tang, Anja Borring

Figure 3: Work system snapshot
                                        Buying system of food
                Customers                                         Products & Services
 * Internal customer                        - food
 - student                                   - drinks
 - staff
 - teacher
 * External customer
 - Guest


                               Work Practices (Major Activities or Processes)
* Customer go to the menu of today and select an items
* Queue up in front of the cashier
* Tell cashier what the items
* Cashier type and print out a recipts of selected food
* Bring the recipt to the correct good counter to collect the food
* Queue up again and pick up the food

          Participants                        Information                        Technologies
 * Cashier                      * Prices of items                      * Telephones
 * Internal and External        * Record of receipts                   * Cashier machines
   customer                                                            * Octopus System
 * Staff to serve the good
Name: Amy Tai 93112073, Mark Ip 90922155, Samuel Mok 50176253, Frank Shek 94904719

Figure 3: Work system snapshot
                                           Investment system
                Customers                                           Products & Services
 - investor                                  - agreement
 - fund manager                              - transcation document
 - relationship manager                      - investment products
                                              - investment advise

                                 Work Practices (Major Activities or Processes)
- Relationship manager identifies the businesses opportunities
- Relationship manager & client negotiate terms & conditions
- Relationship manager & client confirm the investment fees
- Sign investment afreement
- Excute the investment agreement
- clients transfer assets to investment company to start investing
- Fund manager make the decision to invest for clients
- trafer place the investment order
- operation department produce regular investment report to clients

          Participants                        Information                           Technologies
 - investor                      - investment report                     - spreadsheets
 - fund manager                  - terms and conditions of               - internet
 - operation department          investmet                               - telephones
 - trader                        - market prospects                      - bloomberg
                                                                         - decision support software for
                                                                            investment evaluation
Name: Karen Lo 50520112, Fang Oi Chrissy 50650557, Maggie Li 50651867

Figure 3: Work system snapshot
                    Swile Resources Ltd. - Credit approval for footwear wholesales
                  Customers                                       Products & Services
  - Corporate customers                     - Approval or denial of the credit application
  - Sales excutives                         - Explanation of the decision
  - Credit officer                           - Credit status evaluation
  - Financial controller


                                Work Practices (Major Activities or Processes)
- Sales executives identifies potential corporate customers that want to sell the footwear in their retail
outlets & vice versa
- Sales executives negotiate the trading terms
- Sales executives assembles a credit application for submission to the credit officer
- Credit offices evaluate the credit application witht he supporting of company search & legal search
result
- Financial controller approves or denies the credit application
- Sales executives conveys the decision to corporate customers

          Participants                          Information                           Technologies
 - Sales executives              - Applicant's Financial statements        - spreadsheets
 - Corporate customers           and market prospects                      - Internet
 - Credit officer                - company search & legal search           - telephone
 - Finanacial Controller         result                                    - fax
                                 - credit limits & credit approval         - E-mail
                                 assessment
Name: Lau Wing Kit 50104128, Eric, CM Tang 50545419, Raymond Lam 50520787

Figure 3: Work system snapshot
                      For product submitting, teaching and reporting system.
                Customers                                       Products & Services
  - Retailers                            - Product testing status
  - Manufacturers                          - Prodcut testing reports or certificate of compliance
  - Purchasing Companies
  - Customer Services Department


                              Work Practices (Major Activities or Processes)
* Retailers provide purchase order information to use through EDI system
* Manufacturers get the purchase order from retailers and then send samples to laboratories for testing
* Laboratories get samples and log into system
* Laboratories perform tests
* Laboratories upload test results into web page
* Report generation Department generates report and upload into webpage
* Retailers and manufacturers get the results and reports from web page
* Customer Services Departments reply enquiries through e-mail and information retrieves from system

         Participants                        Information                          Technologies
 * Operation Department         * Sample Descriptions                  * Internet Access
 - sample control department    * Testing requirements                 * Webpage/Technology
 - Testing Laboratories         * Test turn-around                     * EDI
 - Report Generation            -time                                  *Automatic Report Generation
   Department                   * Status                               * E-mail / Telephones
 * Retailers                    * Results
 * Manufacturers
 * Purchasing companies
 * CS Departments

				
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posted:2/4/2010
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