Presented by

:
AMNA IFTIKHAR
AZKA SHAFQAT
WAFA KHUSNOOD
ANEEZAH ARIF
ADEEL AHMED
MUHAMMAD HARIS
DANIYAL DABEER
FAYSAL BANK
Incorporated in Pakistan on October 3, 1994
250 branches in all major cities
It offers:
 commercial
 consumer
 corporate and Islamic banking services
Long term credit rating of "AA"
 Short term credit rating of "A1+"
FAYSAL BANK
Vision:
“Excellence in all that we do.”

Mission Statement:
“Achieve leadership in providing financial services in
chosen markets through innovation”

BUSINESS MODEL OF FAYSAL BANK

Faysal Bank
Deposit
Products


1. Faysal
sahulat
2. Faysal
Business First
3. Faysal Izafa
4.Faysal Basic
Banking
Account
5.Faysal
Premium
6.Faysal Market
link


Consumer
Lending


1.Faysal Bank
Credit Cards
2.Faysal Car
Finance
3.Faysal Home
Finance
4. Faysal
Khushaal Kisan
Scheme




Retail
Services
1.Faysal Pocket
mate
2.Faysal e-
statement
3.Internet Banking
4.SMS Alert
5.Western Union
Corporate Banking
Services

1.Corporate
Financing
2.SME Financing
3.Trade
Financing
4.Cash
Management
5.Financial
Institutions

Islamic
Services
1.Kamil Business
Account
2.Current Account
3.Saving Account
4.Murabaha
5.Islamic Rates &
Branches
Bank assurance



UNIT ILNKED
PRODUCTS
-Education Plan
-Saving Plan
VALUE ADDED
PRODUCTS
-Family
Assurance Plan
-Health plan




VALUE CHAIN MODEL OF FAYSAL BANK

Support Activities for HR, Management, IT and Procurement
department
SYMBOLS
Inbound Logistics
SYMBOLS
Operation, Sales & marketing
and Service
Alexxo Service Desk , Customer
Service Manager, , System
Access
Primary Activities are further
categorized into following
Outbound Logistics
Siebel CRM, SYMBOLS,
SunGard Ambit, Cardpro, HP
power credit card system
BUSINESS PRESSURES FACED by THE
FAYSAL BANK
 Provision against Loans, Advances and Investments
 Restructuring due to Extensions provided by the
State Bank of Pakistan

CHALLENGES FACED by THE FAYSAL
BANK
 Installing Software updates and screensavers across
the Business
 Slow Inventory Reporting
 Insecure IT infrastructure
 Calls to the Help Desk

FUNCTIONAL AREAS AND THEIR
FUNCTIONS WITHIN THE ORGANIZATION:

Customer Service Department
 Account Opening
 Cash Dealing
Documentary Credit Department
Credit Administration Department
Credit Operations Department
Accounts & general Services Department
Foreign Exchange Department
FAYSAL BANK’S KEY SUCCESS
FACTORS:

Passion
Responsiveness
Innovation
Compassion

INFORMATION SYSTEMS USED BY THE
BANK:

Faysal bank have IT infrastructure powered by IMB;
advanced 570p
Database: Oracle platform 10g -11i
Core banking Oracle application:
 Symbols implemented by SunGard
 TCL (RBS)
Human Resource Management System
SIEBELS customer relationship management
system.


IT VISION OF FAYSAL BANK:

“To provide an innovative and progressive IT
infrastructure that could provide best solutions for
the banking system of Faysal Bank ltd.”


EVOLUTION OF IS IN FBL:

IT infrastructure at Faysal Bank went through many
evolutionary changes in the past years. But the
present IT infrastructure was powered by IMB;
advanced 570p.

DATABASE:
Database of Faysal Bank was based initially on
Oracle platform 10g -11i. Now, it comprises of:

Seibel CRM
Alexxo service desk
SunGard’s SYMBOLS
SunGard’s System Ac
SunGard Ambit

THE SELECTION AND EVALUATION PROCESS
Step 1:
 Business projects department is given requirements.
 Evaluates the requirements.

Step 2:
 Business projects department sends all the evaluated
requirements to the IT infrastructure department.
 IT infrastructure department analyses how those
requirements could me met.

Step 3:
 IT infrastructure department sends the specifications to
the service delivery department which analyses cost and
feasibility.

Step 4:
 Final report sent to the senior management for budget
allocation,
 After approval business project department acts as a
liaison between the vendor and the bank.
THE SELECTION AND EVALUATION PROCESS

Step 5:
 After the vendor is selected, system is tested.
 Feedback collected from communications and operations
department.

Step 6:
 Manpower development is done by the vendor.
THE SELECTION AND EVALUATION PROCESS
IMPLEMENTATION OF THE SYSTEM

Resistance to change:
 Little or no resistance as all the employees are computer
literates.

Failures and redefining strategies:
 Power cut a major issue.
 Service delivery department has structured a team;
system team.
 It takes preventive measures.
 Network structural based monitoring.
HINDERANCES IN MEETING BUSINESS
OBJECTIVES
EMPLOYEE SATISFACTION:
 CENTRALIZED ACTIVE DIRECTORY SERVICE:
 Difficult to manage hundreds of domains.
 Small IT team had to deal with it resulting in inefficiency and
ineffectiveness
 Later, deployed an active directory service powered by Microsoft.
 It reduced the number of servers from 130 to 14.
 New updates are installed automatically.

 ORACLE HRMS:
 Integration of symbols and oracle payroll system.
 The Core HR, Payroll, Self-Service and recruitment modules have
been successfully deployed.
 Enables bank to address policy issues to make FBL an excellent
employer.


TYPES OF INFORMATION SYSTEMS:
SIEBLE CRM
ALEXXO service desk
SYMBOLS
Ambit EBS
Customer service manager
Card pro
HP power credit card system




SEIBLE CRM
Value to the Business
Process
Contact Center Solution
Functions
 resolve issues faster
 transfer services request
to field engineers
 manages inbound
customer interactions
 service request
management
Alexxo service Desk
Value to the Business
Process
 IT Service Management
Functions
 integrates the directory
and lotus notes
SYMBOLS
Value to the Business
Process
 core banking solution
Functions
 account opening
 banking transactions
 credit card payments
Ambit EBS
Value to the Business
Process
 on time processing
capabilities
Functions
 Facilitate front office
operations
 support international
banking requirements

CUSTOMER SERVICE MANAGER
Value to the Business
Process
 single view of the
customers
Functions
 different marketing
campaigns for customer
base
 facilitates integrated
customer
communications

CardPro
Value to the Business
Process
 payment and credit card
solution
Functions
Processes:
 transaction
authorizations
 dispute and chargeback
management
 merchant account
management
 payments and collections
management
HP Power Credit Card System
Value to the Business
Process
 manages RBS’s core
credit card issuance
system
Functions
 transaction
authorizations
 online statements and
redemptions
 Fraud detections
 analytical
recommendations
Ethical and Social Issues
Credit Cards and Invasion of Privacy
Convenience vs. Privacy
Mechanization Replacing Human Skills
Purpose:
 Provide guidance
 Outline the Bank Policy

Applicability:
 Entire Organization (unless and until mentioned)

Responsibility to Comply:
 All the members of the organization

Handling of Privacy Concerns:
 Compliance department –IT service risk management

Installation of Softwares
More Secure Systems
Ease of Troubleshooting
No need to call the IT department


IT Simplifies the Infrastructure Management:
 Easy to manage

Security of IT Infrastructure:
 Automatic Updates leading to reliable and secured
infrastructure

Problem Solving:
 Easy to diagnose and solve the problems




Timely Inventory Reporting:
 Less time to update inventory
 Keep track of Hardware


Low Server and Administration Costs:
 Server numbers reduced from 130 — 14
Step-by-Step Procedure
Checking of System’s Compatibility
Checking of System Effectiveness
Training Sections
Involvement of
 Senior Management
 Business Projects Department
 IT Department
Cost Analyses

Beneficial:
 Timing
 Synergies
 Price

Sequential Step Implementation

Persistent Spending on IT


Continuous Adaptation
New IT Technologies

Don’t be the First Mover

Spend Less on IT

Assess Risk