Tài liệu PROJECT PLAN pdf

RELATES project Project Plan
PROJECT PLAN
DOCUMENT PREPARATION INFORMATION
PROJECT NAME PREPARED BY (PRINT) SIGNATURE DATE PREPARED DOCUMENT ID
RELATES A123 25.6.99
CUSTOMER INFORMATION
CUSTOMER CONTACT CUSTOMER ACCOUNT
ABC Bank QAQ / ZAZ
GENERAL INFORMATION
PROJECT MANAGER CONTACT E-MAIL
A123 3254656
ORIGINATOR INFORMATION
ORIGINATOR ORGANIZATION NAME
PRS / A123 ABC
ORGANIZATION ADDRESS
PHONE NUMBER FAX NUMBER WEB SITE

VERSION 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
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DOCUMENT DISTRIBUTION
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RELATES project Project Plan
PROJECT PLAN
1.0 MANAGEMENT SUMMARY
1.1 Overview
1.2 Objective.
1.3 Scope
2.0 PROJECT REQUIREMENTS
2.1 Statement of Work.
2.2 Work Breakdown Structure (WBS).
3.0 DELIVERABLES
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
5.1 Organization Charts
5.1.1 Customer Organization
5.1.2 SW Provider Organizations
5.1.3 Project Organization.
5.2 Project Contact
5.3 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.
9.0 WARRANTY
9.1 SW Provider Standard Warranty
9.2 Warranty Period
10.0 SUPPORT
10.1 Service Availability
RELATES project Project Plan
10.2 Service Within the Warranty Period
10.3 Service Outside the Warranty Period
11.0 POSTPROJECT EVALUATION
11.1 Summary of Project
11.2 Recommendations and follow-up
11.3 Statistics
11.4 Postproject Summary
12.0 SUPPORTING PLANS
13.0 OTHER RELEVANT DOCUMENTS AND FILES
Project Overview
Correspondence
Progress Reports
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
1.0 MANAGEMENT SUMMARY
This Project Plan becomes the blueprint to implement RELATES in ABC Bank where every
individual who is directly or indirectly involved understands and refers to the plan for
information, for referencing and for guidance especially with regards to certain standards
mandated to successfully implement this project.
1.1 Overview
The Need
This SW Provider solution namely RELATES is in response to ABC Bank requirement to have
an automated workflow system for consumer loan products as follows :
• 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
The Goal
RELATES – a workflow-base system will tracks loans from the point of customer application
till disbursement including all standard specified documentation.
The Solution
Business
Development
&
Marketing
Loans application

and tracking
Approval
Approval
Disbursement
Disbursement
Documentation
Documentation
Application Processing
Application Processing
RELATES
RELATES
Core Loans
System
Account Processing
Account Processing
Product Development
Product Development
Account Mgmt/Reporting
Account Mgmt/Reporting
Legislative 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).
Management Overview Page 5 of 32
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
• Microsoft SQL Server
• Microsoft Visual Basic
• Microsoft Windows NT

The Services
Services includes :
• 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
• Environment readiness
• Contract agreement
• Business Process Reengineering
• Design
• Customization development
• Training
• Testing
• Customer Acceptance
• Documentation
• Live cutover
• Monitoring – Control - Evaluation
1.2 Objectives
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.
Management Overview Page 6 of 32
2.0 PROJECT REQUIREMENTS
2.1 Statement of Work (SOW)
The SOW defines the activities to be completed and the responsibilities of both ABC
Bank and SW Provider during the implementation. The major activities to be completed
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 :
• Data Collection
• Gap Analysis / Redesign
• Modification

• Testing
• Implementation
For a detailed WBS, refer to Implementation Schedule
Project Requirements Page 7 of 32
Project Requirements Page 8 of 32
3.0 DELIVERABLES
3.1 RELATES - SW Provider Solution
Whilst the BPR is taken as the method to analyze and achieve breakthrough achievements in
process 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 of
documents (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 system
will greatly improve a financial institution’s customer satisfaction level as well as increasing
its market share in the highly competitive credit and lending industry.
Scope of RELATES
In terms of the life cycle of the lending process, RELATES will cover the following phases:
 Origination
 Approval
 Documentation
 Disbursement
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 to unique
requirements. RELATES is also unique in the sense that changes in business processes do not
affect the applications and vice-versa.
RELATES – Major Subsystems
a) RELATES (Workflow Automation)
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 a
unique identification number, he will be able to know the status of his application within
seconds. 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 from
customer, etc.
Automatic Routing of Work
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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 role
will be able to pick up the work to be performed and so on. No manual recording of work steps
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 external entities 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 for customer

XYZ, Check and Sign Banker’s Check for customer JKR, etc. The user need not remember the
steps that have to be performed, the system prompts the user to perform the required 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 the processing 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 the
Deliverables Page 10 of 32
documents required after a certain time period, the system will notify the clerks to give the
customer a call, or to send reminder letters.
Reject Reasons Captured
As the applications go through the process and rejections occur, the reason for rejects are
captured 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 application
form. A receipt containing basic customer and loan information with a reference number is
automatically printed and given to the customer. At any time the customer may call the bank
and provide this number in which case the bank is able to provide detailed status as to the
status of the loan.
Automatic Generation of Disbursement Schedule and Calculation
The system will generate the disbursement schedule and calculates the disbursement amount
automatically depending on the stage of complement. It also keeps track of when, who, and
how 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 world where
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, hence
saving 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 of
the 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 the
database. This is so that when applications are sent for processing, information is available
Deliverables Page 11 of 32
online 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 and
adjust 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:
i. Performance
ii. Standard Fees
iii. Documentation Standards
RELATES will also be able to automatically select the lawyer from the panel list based on an
algorithm unless the customer has indicated a preference in the application form.
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 the Bank.
Performance reports may be churned out monthly for the Bank to monitor the performance of
the lawyers and to take appropriate action.
Lawyer Selection Algorithm
System should perform automatic selection of lawyers based on
- panel list
- performance
- work assignment
- type of loan
- geographic location
System first checks if a particular lawyer is preferred, in which case it picks up that lawyer
otherwise it will select the lawyer based on the algorithm.
The way the lawyer list is presented should reflect the performance and/or work assignment of
the lawyers, i.e., the first lawyer on the list is the next to be selected
Lawyer Profile

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