All over the globe businesses are striving to meet customer s needs

and wants using the latest computer technology and information

s ys t e m . T h e a r r i v a l o f c o m p u t e r t e c h n o l o g y h a s s t r e n g t h e n e d t h e
customer-business

relationships

because

t o d a y s

businesses

can

serve their customer better than ever before. Information technology

p l a ys a n i n c r e a s i n g r o l e i n p r o v i d i n g b e t t e r f i n a n c i a l s e r v i c e s t o
customers.

Implementation

of

information

technology

and

communication

network has brought revolution in the functioning of the banks and

the financial institutions around the world. In the past twenty years,
financial services have undergone deep and extensive changes in all
aspects of their business: product and services,
Sectoral structure, market segmentation, competitive environment
etc. Globalization has been particularly pronounced in wholesale
banking and over the counter financial markets such as foreign
exchange. Corporate leading and investment banking are dominated
by few global players, active in all markets, established or emergent
(Gold finger, 2007). Global business environment also extended the
scope of retail banking all over the world for multinational financial
solutions. This paper has considered such a multinational financial
institutions named Standard chartered bank(SCB) to explore its
o v e r a l l M a n a g e m e n t I n f o r m a t i o n S ys t e m ( M I S ) u n i t s d i v e r s i f i e d
banking functions.

Tod a y,

information

s ys t e m s

provide

the

communication

and

analytical power that firms need for conducting trade and managing
business on global scale (laudon and Laudon, 2003). The major
o b j e c t i v e o f t h e p a p e r i s t o f i n d t h e u s e s o f i n f o r m a t i o n s ys t e m s i n
the different functional areas of Standard Cahartered Bank. The
other specific objectives of the study are:

To k n o w t h e d i f f e r e n t f u n c t i o n a l a r e a s o f t h e b a n k .
To l e a r n a b o u t t h e i n f o r m a t i o n i n f r a s t r u c t u r e .
To e v a l u a t e t h e o v e r a l l M I S s ys t e m o f S t a n d a r d C h a r t e r e d
Bank.

RESEARCH METHOD
There are basically two types of research methods and they are conclusive and
exploratory. Considering the subject topic we have chosen exploratory method.

PRIMARY SOURCES
To collect our primary data, we have prepared several questionnaires, conducted survey
to the practical the financial intuition which was of course the Standard chartered Bank
and also conducted in-depth interview with the managers and also go for the following
activities:
Interviews and discussion with the concerned authorities and
officials in the bank to collect primary data.
Review of the information system policy
Overview of brochures and annual reports of the banks.

SECONDARY SOURCES
For secondary data we have collected most of the data from the internet,
textbooks and various journals of a very renowned website R e v i e w o f
various research papers available on the web.

LIMITATIONS OF THE STUDY

Time limitation was a big problem for us.

 We surveyed to the main branch and other branches of Standard chartered

Bank.

It was hard to get all the complete source of information through oral
conversation with the financial institution and technology.
Amount of information is not that much because many of the
related were blocked by the University authority.
We had other courses to complete, so we did not have enough
time to complete the final report as we planned.
Data collection process was not regular.

The purpose of Management Information System MIS) is to assist

tactical level managers in taking decisions and to provide real time
representative

information

to

support

their

activities

such

as

analyzing departmental data, planning and forecasting activates for

their decision area (Lungu and Bara, 2005). Banking sector has
undergone

radical

transformation

on

adoption

of

superior

technology to create the congenial atmoshphere for the managers

performance. Productivity enhancement, innovative products, speedy
transactions,

seamless

transfer

of

funds,

real

time

information

s ys t e m s a n d e f f i c i e n t r i s k m a n a g e m e n t a r e s o m e o f t h e a d v a n t a g e s
derived

through

technology

( G o l d f i n g e r,

2007).

Information

technology has also improved the efficiency and robustness of

business processes across the bank (OBrien, 1999).

In banking, digital access has many advantages over paper

b a s e d a c c e s s i n t e r m s o f c o n v e n i e n c e a n d f u n c t i o n a l i t y. T h e r e a r e ,
of course, many challenges as well like continued access,

preservation and management of data. That is why certain general

principles

for

electronic

record

management

have

been

r e c o m m e n d e d ( h t t p : / / w w w.i c f a i u n i v e r s i t y p r e s s . o r g / b o o k s / I T i n B a n k s _
o v.a s p , 2 0 0 7 ) .
The

international

business

environment

comprises

integrated

financial markets. Rapid economic growth is facilitated by the

o p e r a t i o n o f e f f i c i e n t p a y m e n t s ys t e m . R o b u s t p a y m e n t s ys t e m s ,
w h i c h a r e e s s e n t i a l f o r f i n a n c i a l s t a b i l i t y, i n h e r e n t l y o p e r a t e u n d e r
different

types

of

risk

environment,

the

principal

ones

being

liquidity and credit risk.

The committee on payment and settlement systems (CPSS) of the

central banks of the group of ten countries has gone into this
question and developed core principles for systematically important
payment systems. The role of various central banks and other
participants

in

the

payment

s ys t e m s

have

also

been

defined

( G o l d f i n g e r, 2 0 0 7 ) .
Internet banking has made banking a commodity where quality is
measured by efficient servicing, effective pricing and timeliness
(OBrien, 199). Some more likely services in e-banking are touch
screens, video conferencing etc. which link customers to a call
centre offering banking services. Screen telephones that enable
customers to download electronic cash into a smart card are not far

a w a y. S e c u r e e l e c t r o n i c t r a n s a c t i o n ( S E T ) s t a n d a r d , a n d e l e c t r o n i c
data interchange will also be available on the net. Banking online

still does not claim to be the safest way at all. Internet banking is
mostly

conducted

automatically over a

relatively

safe kind of

i n t e r n e t c o n n e c t i o n , t h e s e c u r e s o c k e t l a ye r s . T h e b a n k s c o m p u t e r
s ys t e m s a d o p t h i g h s e c u r i t y m e a s u r e s , w h i c h c a n r a r e l y b e b r e a c h e d
(Laudon and Laudon, 2003).
T h e a d v a n t a g e s o f ATM ' s ( A u t o m a t e d Tel l e r M a c h i n e ) , l i k e a n y t i m e
m o n e y, w i d e r r e a c h , e a s y t o u s e e t c , m a k e t h e m p o p u l a r a m o n g t h e
customers. But there are some disadvantages as well like stolen card
being used by some one, card daglocking and PIN being cracked.
B i o m e t r i c t e c h n o l o g y c a n p r o v i d e n e w a g e ATM s t h a t w i l l b e f r e e
from these impediments and will enhance the security and comfort in
t h e u s e o f ATM s ( Z a h e e r a n d Z a h e e r, 2 0 0 3 ) .
Base I-II implementations projects will have wide ranging effects on
a bank's information technology systems, processes, people and
business. It also stipulates allocation of regulatory capital for
operational risk. Here the technology will need to focus mainly on
data collection, tracking and monitoring, analysis and reporting of
operational

risk

( h t t p : / / w w w.i c f a i u n i v e r s i t y p r e s s / b o o k s / I T i n

b a n k s _ o v.a s p , 2 0 0 7 ) . Wi t h b a n k d e d u c t i n g o n s e t t i n g u p n e t w o r k s
and

computerizing

the

whole

banking

process,

and

providing

services through multiple channel, they face many risks. Mail

s p o o f i n g , w e b s p o o f i n g , a t t a c k i n g t h e u s e r c o m p u t e r, a t t a c k i n g t h e
bank's

s e r v e r,

media

impersonation,

sniffing

information

and

hacking. Frauds of this nature may be prevented by adopting public

key infrastructure (PKI). Other frauds may be minimized through

firewalls and intrusion detection system (IDS) (O'Brien, 1999)

Analysis of MIS on Standard Chartered Bank Limited

STRENGTHS:
Provides More efficient operations & customer-driven business processes.
Flexibility to overcome the limitations posed by their size.
Makes it possible to develop competitive advantages
Helps a business to become a high-quality, low-cost operation.
Create virtual environment for the financial institutions.
Build knowledge-creating Banking system.
Declining transaction costs.
Declining agency costs.
Increased agility.
Higher quality management decisions.
Declining geographical barriers.
Declining temporal barriers.
The extremely rapid growth in business networking and telecommunications.
A factor of production, like capital and labor.
Richer, more responsive information environment than corporate manuals.
Reduced information distribution costs.
Different technology and application software reduce start up cost.
Intranets Connectivity Scalable to larger or smaller computing platforms.
Easy to use, universal standard Web interface.
7

WEAKNESSES:
Scalability, Reliability, and Security.
Loss of management control.
Organizational change requirements.
Organizations often cannot change fast enough to accommodate new
technologies.
Scalability, Reliability, and Security.
Complex pieces of software and large investments of time, money, and
expertise.
Finding a successful Internet business model.
Difficult to make fundamental changes in the way the business operates.

OPPORTUNITIES:
IT can increase market share.
Intranets Connectivity is accessible from most computing platforms
Can be tied to internal corporate systems and core transaction databases
Firms have the opportunity to radically reduce the cost of communicating with
their employees, vendors, and customers.
Some firms face big hurdles in implementing contemporary systems.
8

THREATS:
Organizational change challenges.
Trust, Security, and Privacy.
Trillions of product configurations, short lead times, many competitors.
Centralized organizational coordination and decision making.
Difficulties in sustaining the advantage.
Some firms face big hurdles in implementing contemporary systems.

S t a n d a r d C h a r t e r e d B a n k i s t h e w o r l d s l e a d i n g e m e r g i n g m a r k e t s
b a n k i n g g r o u p t h a t i s i n c o r p o r a t e d i n t h e U K , w i t h i t s h e a d q u a r t e r s
i n L o n d o n w i t h l i m i t e d l i a b i l i t y b y R o ya l C h a r t e r 1 8 5 3 . T h e g r o u p
f o c u s e s i t s a c t i v i t i e s i n As i a , Af r i c a a n d t h e M i d d l e E a s t a n d i t s
operation is segmented under six regions: UK & Europe, Middle East
a n d S o u t h As i a ( M E S A ) , S o u t h E a s t As i a , a n d t h e Am e r i c a s .

G l o b a l l y, t h e k e y r e s o u r c e s o f S C B i n c l u d e
A network of over 600 offices in 50 countries
A staff of about 30,000 people managing assets of around 47
billion pounds

 S t a n d a r d C h a r t e r e d B a n k s i n t e r n a t i o n a l b u s i n e s s i n P e r s o n a l
Banking, Corporate Banking and Standard Chartered Markets
are its special strengths
Standard

Chartered

Bank

also

maintains

correspondent

relationship with over 600 banks in 157 countries around the

world

The organizational structure

SCB in Bangladesh has its headquarters and eleven branches in
Dhaka and four branches in Chittagong and one branch in Khulna,
Bogra and Narayongonj each. While the full range of services is
available at the headquarters, other branches offer specific services
f o r t h e l o c a t i o n . At t h e h e a d q u a r t e r s , t h e b a n k m a i n l y c o n s i s t s o f
two divisions:

Business
Support
The business division has the following departments:
Corporate Banking Group (CBG)
Treasury (TSY)
Institutional Banking Group (IBG)
Consumer Banking (CB)

10

 Custodial Services (CUS)

SCB is primarily corporate driven. Corporate banking generates

more than 40% of its revenue group while treasury contributes more
than 20% to its overall revenue. The rest is generated from Personal
Banking, Custodial services and Institutional Banking. The Support
division provides assistance to the above business activities and
consists of the following departments:

Operations
F i n a n c e , Ad m i n i s t r a t i o n a n d R i s k M a n a g e m n t
Information technology Centre
Human Resource Department
Legal and Compliance
E x t e r n a l Af f a i r s
Credit

Dhanmondi Branch is the head office of Consumer Banking, which

concentrates on the full services of Consumer Banking such as
c u s t o m e r s e r v i c e s , c r e d i t f a c i l i t i e s , l o c k e r, i n f o r m a t i o n t e c h n o l o g y,
priority banking and remittances. Banani branch is more like a cash
booth offering customer services, teller transactions and remittance
customer
Motijheel).

services
Savar

(but
branch

actual
is

an

transactions
offshore

are

banking

transferred
unit

to

offering

services to overseas investors. Chittagong branch offers Corporate

Banking services along with Consumer Banking.

11

The chain of command

Standard

Chartered

Bank

in

Bangladesh

follows

hierarchical

pattern of command. The Chief Executive Officer (CEO) reports to

t h e R e g i o n a l G e n e r a l M a n a g e r, M E S A i n D u b a i . Al l t h e d e p a r t m e n t
heads

at

the

headquarters

report

to

the

CEO.

In

Chittagong,

h o w e v e r, s i n c e t h e r e a r e t w o m a j o r b u s i n e s s a c t i v i t i e s , a m a n a g e r o r
senior manager, who reports directly to the head of the respective
division in Dhaka, heads each. The Custodial Service division at the
headquarters reports to the Head of Corporate Banking.

The respective branch managers are responsible for the performance

of their unit. Each branch is organized functionally along line
divisions with some support facilities and the manager assigns tasks
to his/her subordinate personnel and supervises their performance,
instructions

are

often

given

without

necessary

details

and

clarifications.
The following chart demonstrates a clear view from which a clear idea can be striven;

12

Support Manager to
CEO

Head of Corporate
and Institutions

Head of consumer
Banking

Head of
Treasury

Head of finance &

Admin.

Head of Human
Resource Dept

Senior
Credit
Officer

Head of GSAM

Chief Operating
Officer

Head of
Information
Technology

Head of Institutional
Banking

Head of Legal &

Compliance

Head of External
Affairs

Figure 1: Organizational Organogram

Focusing on service quality & consumer needs
Recruiting and maintaining top-grade, efficient employees

13

 To invest in those technology systems which will upgrade and enhance

financial services.

There are two types of services provided by Standard Chartered Bank

1. Business or Corporate Financial Services
2. Retail or consumer Financial Services.
But these two services can be classified further in the following ways:

Banking Services of
Standard Chartered Bank

Corporate
Banking

Consumer Banking

Services:

Services:

Merchant Banking
Commercial Banking
Quasi Government
banking
Corresponding
banking
Institutional Banking

Persona
l Banking

Consu
mer Finance

Credit
Cards

Corresponding
Banking

Services:

Inte
r
Banking

Phone
Banking

Services:

Operation
of Accounts
over Phone

14

Figure 2 : Banking Services of Standard Chartered Bank

Corporate Banking of SCB

Corporate banking services of SCB compromise the following services:

Business/ Corporate
Banking

Merchant

Local

Institutional

Commercial

Quasi Govt.

Treasury

Multinational

15

Figure 3: Business/Corporate Banking of SCB/Source: Corporate Banking: SC

Customer Banking
Superior retail banking services comprising a wide range of deposit and loan products are
offered by Standard Chartered Bank to its individual customer.

Head of Consumer
Banking Bangladesh

Manager SQ & MIS

Manager BFS

Support Executive

Control & MIS Manager

Head of Product
Development &
Marketing
Services

Head of
Banking
Products

Head of
Distribution &
Priority
Banking

Head of
Cards

16

Figure 4: Structure of Consumer Banking.

The Consumer Banking division constantly faces challenges and meets them by
developing new products and services to fulfill the specific requirements of local
customers. The Bank offers a 24- hour service in Bangladesh through its Money link
ATM network. There are 35 ATMs in
Bangladesh 18 of which are located within branch premises and 17 are situated in off site
location customer can get about 60% banking services only by phoning through call
center. Call center provides 24/7 one window service to the customer and it is free of
charge.

Correspondence Banking
The international network service(INS) department offers its correspondent customer:
_Current account services where taka settlement is necessary.
-The ability to issue bond and guarantees in support of their customers business.
-Advising of l/c and negotiation of documents.
-market intelligence and status report.
-inter branch transactions facilities.
-risk exposes.

17

Phone Banking
This department gives the following service:
-operations of accounts over the phone.
-transfer of money between accounts.
-Order cheque books, account statement.
-Any kind of quarries related to banking transactions.
-any kind of quarries related to credit card.

Other support services

For providing all these services to customers efficiency the bank undertakes some other
necessary support services, which are described below:

Operations
Operations are the part of the support division, which helps to run the business of the
bank in a smooth and controlled manner. Since it helps mainly in processing the works of
the business units, any mistakes made can be easily detected on time. Following are the
main functions of the operations department:
-Central operations deal with the closing and opening of accounts and other payment and
account related processing of the personal banking division.
-a treasury operation helps to deal with the processing works of the treasury division.
-loan administration unit (LAU) deals with the processing of the corporate banking
division.

18

Finance, Administration and Risk Management

This support department performs the following activities
-administration, audit and back office operation.
-taking care of taxation and financial control of the bank.
-keeping track of overall credit operation.

Information technology center

This department is instrumental in the running of all the computerized operations of the
bank. They help in the implementation and generate of computerized reports another
major duty of the department is to maintain communication with the rest of the world.

Human resource department

This department manages recruitment, training and career progression plan. Standard
charted bank highlights the importance of developing its people to create a culture of
customer service, innovation, teamwork and professional excellence.

Legal and compliance

In the UK standard charted bank is regulated by the bank England, while in Bangladesh it
is regulated by local banking laws and rules set by the ministry of finance and
Bangladesh bank. the local restriction involves a license from Bangladesh bank to operate
banking business in Bangladesh. Standard chartered bank complies by the rules and
regulations seriously. it also encourages its staff to conform to an internal culture of

19

ethical behavior and sensitive to the culture and religion of the country. there is an
mandatory training on company code of conduct for all staff members. some of the key

areas that the legal and compliance department has to take care of are: any kind of legal
issues, to advise the CEO regarding all matters and management on legal and regulatory
issues, correspond regulatory compliance issues to MWSA regional head of compliance,
and supervise internal control(e.g. internal audit).

External affairs
This department deals with advertising, public relations, promotions, partial marketing
which involves disseminating new products and services to customers and above all
ensuring service quality.

SCB uses information technology in almost every sphere of its day to day operations.
Almost 100% of its banking operations are computerized and it has an excellent IT
infrastructure. it has more investment in developing the IT set-up and installation then
any other local bank in Bangladesh. all the branches of SCB does not have single banking
software, but rather multiple software which costs millions of taka to develop and install.
The ratio of user to PC is 1:1 in all the branches of the bank. they use the latest
technology to the different departments to run their operations smoothly. There are 45 IT
experts implode in the different branches of SCB. The exact amount of the SCB
investment in IT could not be found, because it is highly confidential, but heard that they
invested 60% of their total investment in the IT sector to achieve a high-tech information
system and establish an efficient IT infrastructure, in almost all the branches of SCB.

20

Indeed, the productivity of SCB has increased tremendously by means of IS and this way
this bank is one of the topmost bank in Bangladesh at present.

Blackberry wireless solution (in 2008)

SCB is one of the first enterprises in Bangladesh that opted for the blackberry solution
under grameenphone business solutions division. Standard chartered employees now
have wireless access to important business information, enabling them to become even
more productive and make valuable use of their time out of the office.leveraging the
proven and robust capabilities of the blackberry solution, employees can now have access
to corporate email, phone, organizer, Internet and other applications from their blackberry
smart phones through the blackberry enterprise server software. Blackberry enterprise
server tightly integrates with the banks corporate Microsoft exchange server and works
with existing enterprise systems to enable secure, push-based wireless access to email
and other corporate data.

Microsoft windows server system the (installed in 2006)

SCB has and instant messaging (IM) solution to enable real-time communication and
collaboration among its hundreds of traders worldwide. it rejected a Linux-based solution
because of the uncertainty of support, and a solution based on Solaris and oracle because
of its hi cost. Instead, it got both the performance and the price it wanted from the
paranoia mind align enterprise messaging application running on Microsoft windows
server system server infrastructure software. by responding faster to market opportunities,
the bank has increased revenues by five percent and productivity is up as much as 500
percent in some regions

21

SAS data warehousing (installed in 2006)

If a firm operates in a region as diverse as Asia, and in an industry as competitive as
financial services, understanding the customers is not just important, its essential
developing in-depth customer knowledge is even harder in Asia due to the lack of public
informations uses SAS data warehousing and analysis software which is a central part of
the banks customer relationship management (CRM) strategy. AS biggest advantage is
its flexibility. the headquarters of SCB faces different issues in different countries, and
SAS can be applied to almost al of them. Whether credit scores in Singapore, customer
retention in Hong Kong or acquisition modeling in India, AS helps get the answers.
Standards chart reds data warehouse structure has been in place for four years but has
evolved over that time, both geographically and functionally. each country now has its
own central repository from which data is pulled each week-in some cases each day
into specific data marts for use by different departments, such as marketing and finance.
AS software helps to automate much of this process. a data dictionary of all the
information held in each data mart is also produced so that so that users can more easily
carry out their analyses.

SAS IntrNet (installed in 2005)

SAS/IntrNet is deployed to allow these managers to perform analyses at their desktops
using a Web browser. A set of standard reports helps users quickly obtain the most
important information. They can also create their own basic ad hoc reports and drill down
into the data through an easy-to-use front end, without the need for an SAS programming
skills.

22

SAS/MDDB Server software (installed in 2005)

A more recent addition to the system is AS/MDDB Server software, which gives the bank
a multidimensional view of its data through advanced online analytical processing
(OLAP). With OLAP, user can slice and dice the data according to requirements.

CB-Insight (e-Learning) (installed in 2004)

The CB-Insight is an interactive intranet based e-learning and self-assessment system
for Standard Chartered Bank. The system is implemented for in-house
Staff assessment of the bank. The CB Insight System consists of the following functional
units: Admin Module, Exam Scheduler, Learner Settings, Question-Answer Admin,
Subject Setting, and MIS Reports.
Technology Involved: Operation System: Linux / UNIX / Apache Programming
Language: Backend- My SQL, Front-End: PHP, Visual Basic.
Network: WAN, Inter activeness: Yes

Locker Management System (installed in 2004)

Locker Management System is web based application software. The functional units are:

Locker Accounts Opening Information

Signature and Photograph Information

Customer Visiting Information

Locker repairing and Shifting Information

Over-due Charges Information

Accounts Closing & Vacant Information

Technology Involved: Operating System: Any Operating System having Windows,

Apache. Programming Language: Backed- My SQL, Front-End: JavaScript, PHP, HTML,

Explorer 5.0 or Equivalent.
Network: WAN. Inter Activeness: Yes

23

Statement Delivery Tracking System (installed in 2004)

Statement Delivery Tracking System is web based application software. The functional
units are:

Incorporation of Bank Data

Incorporate courier Feedback Data

Basic Searching options (Web Based)

Advanced Searching Option (Web based)

Mailing options to courier Service

Reporting Options

Configuration options.
Technology Involved: Operating System: Windows, Linux, Apache. Programming

Language: Backend My SQL, Front-End: JavaScript, PHP, HTML, Explorer 5.0 or

Equivalent.
Network: WAN. Inter Activeness: Yes.

Asset Tracker (installed in 2003)

The functional units are:

User Information

Supplier Information

Asset Information

Material Receive

Asset Allocation

Repair & Maintenance Information

Reports

24

Technology Involved: Operating System: Operating System: Windows, Linux, Apache.

Programming Language: Backend My SQL, Front-End: JavaScript, PHP, HTML,
Explorer 5.0 or Equivalent.
Network: WAN. Inter Activeness: Yes

Corporate Banking

It has merchant banking operation in Bangladesh. They provide consultancy

service and investment service to he client in syndicate. IS help to acquire
accurate and timely information from required sources o make effective
investment decision.

Information systems also help commercial banking which is their main operation.
Daily transactions and updated information are passed through information
system of he bank so that any one can access required information from
information system. Information system also helps corporate customer to know te
account information from an branch.

Information system also helps the institutional banking. Every institution has
financial transaction with firm A/C, salary A/C for employee, etc. information
system helps to do all the complex thins in unified system.

Information System gives the corporate banking operation of Standard Chartered

Bank to operate all the operation in easier way for customer, management and
owner.
25

Consumer Banking

The maximum number of customer is taking consumer banking service. So he

needs to handle huge pressure to operate all the operation but information system
helps to do the work in easier way. Only one bank officer is allowed to solve all
the problems of one customer which is not available in many other banks.

By entering the account no single click will show all the required information of a
client including personal and financial information.

Because of information system daily transaction is adjusted automatically and

gives signal if any deficit amount should fulfilled immediately.

Information system helps to reduce he cue problem hat is commonly faced by

many banks. It reduces the time to complete the work of both employee and
customer. That means it increases the satisfaction of the customer.

When the bank needs to find out any defaulter or need to find out an bugle ring
activated, then they take the help from information system

Correspondent Banking

In corresponding banking inter bank transaction is the most important task done
by the company. Transaction with other banks is supported by IS.

IS helps to store data storage facilities from which the can access and find out any
necessary information when required. When they need to know the risk exposure
of any investment, then IS helps to take the right decision.

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IS helps to transfer money and information from one place to another and share
the latest information among all the branches so that none of he parties faces any
sort of problem during operation

Phone Banking

It is the most recent service of the bank. Because of information system any fund
transfer over phone call is automatically updated and the client gets the proper
service from the bank.

IS has also initiated ATM service which has cost of operation of the bank.

SCBs 1- Banking offers instant access to a wide range of on line banking service and the
latest promotion. 1-Bankin is a simple, hassle-free and secured internet banking service to
SCBs customers. Moreover he Bills Pay Center is an automated service that is designed
to ease the customers bill payment problem. Customers can stop by those centers and use
machines at any time of the day or night to make bill payments which is absolutely free
of charge.

An Automated teller Machine (ATM) of SCB

An Automated teller Machine (ATM) allows customers o perform banking transactions
anywhere and at any time. By using a debit or ATM card or the E-cash ATM card at an
Automated teller Machine (ATM), individuals can withdraw cash from current accounts
(sometimes from saving accounts also). They can have a balance enquiry and can easily
pay the Utility bills by using this card. Again a person can also get cash advances using a
credit card at an ATM. To deposit money in the standing account is also possible with
ATM.

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SCB is one of the pioneer commercial banks in Bangladesh that

started to install computer based MIS for its operation. It updates its information systems
over the period to take the most effective advantages of technology. Through its MIS with
recent technology, SCB significantly magnifies its operational efficiency that strengthens
its

competitive

position

in

the

banking

industry.

MIS of SCB provides two fold supports to its customers and employees. Customers of
SCB get great facilities from the highly flexible Information Systems. On the other hand,
employees of SCB are tremendously facilitated by sharing required information in time
with assistance of updated MIS. Table 1 summarizes MIS of SCB comprising its different
dimensions which has been attached to the appendix.

The modern computer based management information system of SCB

significantly contributes to its tremendous business performance ensuring real time
communication in every step of its operation. As a result, SCB, a successful multinational
bank operating in Bangladesh, continues to find new and better ways to put technology to
its operation and customers best use. Moreover, it manages the business risks associated
with its technology and investments properly.

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So the findings of the study can be a good lesson for the local banks and other financial
institutions to adopt and manage the modern Computer based management information
systems (CBMIS).

Acronym:
SCB= Standard Chartered Bank
ATM= Automated teller machine
SQL= Structured Query Language
SAS= Serial Attached SCSI
MDDB= Multi Dimensional Data Base
CBMS=Computer Based Management Information System

Reference:
Boersma and Stegwee (1996), Exploring the issues in knowledge
management, in Information Technology Management in Europe.
Proceedings of the 1996 Information Resources Management Association
International conference, Idea Group Publishing, Harrisburg, pa, pp.217-222.
Boland, R.J. and R.A. jirschheim (1987), Critical Issues in Information
systems Research, New York: John Wiley & Sons, 1987.
Husain, S.D. and M.A. Islam (1999), Additive Assumption in MIS
performance model: an empirical study of Banks and Financial Institutes of
Bangladesh, Dhaka University journal of Business Studies, Vol.20(2), 1-18,
1999
29

 Flynn, D.J (1992), Information Systems Requirements: Determination and

Analysis, London: McGraw-Hill Book Company.

Laudon, K. C. and J. P. Laudon (2003), Management Information SystemsManaging the Digital firm, eight edition, New jersey: prentice-Hall, Inc.
Lungu, I. and A. Bara (2005), Tuning SQL queries for Better Performance in
Management Information Systems using Large Set of Data available at:
http://ssrn.com/abstract=969687
Gold finger, C. (2007), European Electronic Banking Review, available at:
http://www.gefma.com/Articles/Euromoney%20European%20Elec
%20Banking%20article.
IT in Banks-Emerging Trend (2007) available at:
http://www.icfaiuniversitypress.org/Books/ITinBanks_ov.asp

The above information source provides the detail and enough secondary sources of
information which may be used for further study on such field. This secondary sources
provides us appropriate and necessary information which are relevant with our study.
So this reference will also help others to go for further research on the role of
Management Information System in case for the development of and organization and
will also work as vital sources of information too.

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Appendices
Table 1: Summary of MIS of SCB

Indicators
Name of the current software

Description
Multiple hi-tech software, such as SAS,

Developer Company
Date of first software installation
Nature of the current software
Range of activities supported by the

MDDB SERVER etc.

UK based and USA based companies
Since the launching of the bank in Dhaka
Microsoft Windows Server System
All current banking functions with

software

Client solutions and Risk Management

different modules for each.

The modules are the latest and high

technology driven.
Hedging solutions against adverse
market movements

Advice on efficient hedging policy

Access to onshore markets through

global network

Offshore banking unit: a unique

system in the local market

Structured products to match

customers needs

Local currency and Fey loan

syndications

Inter branch connectivity

Corporate Advisory Services

Wide are network and connected among all the

Plans for the future

branches throughout the world.

Highly confidential

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Competitive Advantage

Highly flexible

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The bank is Using the IS very efficiently and increasing its profitability, but still there are
many things that should be improved.
With increase technology the bank should made its IT up-to-date for providing
best services to their customers and attracting more customers and increasing its
productivity.
The security of this system should be made.
Credit card system should be improved providing the unique facilities to their
customers which other banks have yet not introduce.
Building systems by assembling and integrating existing software components.

Employee and management education: Ensure that you understand how much
training is required

Account for the costs and benefits: Develop an accounting system for information
services firm- wide.

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