Metrobank Case Study

ABSTRACT OF THE PROJECT PROPOSAL TITLE: MetroBank with its MetroPhone Banking - A new delivery channel for better customer service Objectives: General Objective 

Conceptualize a network plan for the Metrobank Philippines that will benefit their clients.

Specific Objectives 

Present a network design for the Metrobank Philippines.



Assess the plan cost and resource requirements.



Rationalize the implementation of the network plan.

Scope and Limitations The scope of the project will only be the Interactive Voice Response of Metrobank Philippines

Statement of the Problems Metrobank was looking to expand its existing IVR system from handling 30 telephone connections to 60 connections simultaneously.

Activity Plan

Chapter 1

September 18, 2013 – September 19, 2013

Chapter 2

September 20, 2013 – September 21,2013

Chapter 3

September 22, 2012 - September 26, 2012

Chapter 4

September 27, 2012 - October 2, 2012

Chapter 5 and others

October 3, 2012 - October 6, 2012

CHAPTER 1 ORGANIZATIONAL ANALYSIS

In this chapter, it will discuss about the company of Metropolitan Bank & Trust Co (Metrobank) and what/how they provide network connections.

Company Background History Founded in September 5, 1962, Metropolitan Bank & Trust Co. (Metrobank) has since become the premier universal bank and among the foremost financial institutions in the Philippines. It offers a full range of banking and other financial products and services, including corporate, commercial and consumer banking, as well as credit card, remittances, leasing, investment banking and trust banking. Metrobank currently spans a consolidated network of over 1,400 ATMs nationwide; over 760 domestic branches; and 38 foreign branches, subsidiaries, and representative offices.

Milestones Metrobank was incorporated in Binondo, Manila by a group of Filipino businessmen principally to provide financial services to the Filipino-Chinese community. It opened its first local branch in 1963, then expanded beyond Philippine shores only a few years after its establishment. Metrobank rolled out its first international branch in Taipei in 1970 and a representative office in Hong Kong in 1973. In 1975, Metrobank became the first of the private banks to move into American territory when it opened its office in Guam. It later established branches in the United States mainland cities of Los Angeles and New York.

It established Metrobank Foundation, Inc. in 1979, putting emphasis on both business success and community contribution. The Foundation has since become one of the largest and most respected charitable organizations in Asia.

In 1981, Metrobank was listed in the Philippine Stock Exchange and acquired its universal banking license, gaining significant equity ownerships in local and international subsidiaries.

It established its own credit card

company, Unibancard Corporation (now Metrobank Card Corporation) in 1986. In 1988, Metrobank entered into a joint venture with Japan’s largest automotive manufacturer and Mitsui Corporation to establish Toyota Motor Philippines Corporation. A decade later, it partnered with another global giant, the AXA Group, to give birth to Philippine AXA Life Insurance Corporation. In 1990, Metrobank launched the country’s first and only talking ATM, Metrobank E.T. In 1995, Metrobank became the first billion dollar bank with total capital of Php22.8 billion, the largest in the industry. It is the first local bank to raise supplementary capital overseas with a total of US$325 million in Lower Tier 2 Capital and Hybrid Tier 1 Capital in the years 2003 to 2006.

Metrobank has also been steadily expanding internationally. In the late 1990s, Metrobank opened branches and offices in London, Taichung, Tokyo, and Seoul. Metrobank was the first to be granted a banking license by the Japanese Ministry of Finance. It was also the first Philippine bank in Korea. In 2001, Metrobank became the first Philippine bank in China when it opened its branch in Shanghai.

In 2010, Metrobank inaugurated its wholly-owned

subsidiary, Metropolitan Bank (China) Limited, the first foreign bank headquarters to be established in Nanjing. The new bank serves as the base for Metrobank’s operations in China, with three branches located in Nanjing and Shanghai.

Vision A professionally run, responsive, proactive, and creative organization through which the Metrobank Group of Companies is able to express its commitment to lead the private sector in fostering holistic human development in both the national and international arena, thereby effecting an empowered society whose members are able to realize their human potential.

Mission Propagate a culture of excellence with a human face by actively implementing, assisting, and supporting programs which strengthen and advance the strategic sectors of society as well as respond to the needs of the disadvantaged.

Strategic Plan The strategic plan of this group is to expand its existing IVR system from handling 30 telephone connections to 60 connections.

Organizational Chart

MBFI Staff Administrative Unit

Nicanor L. Torres, Jr.

Executive Director

Victoria C. Macahilig

Administrative Officer

Margarita N. Calaod

Assistant Administrative Officer

Rowena M. Dadural

Assistant Administrative Officer

Jesus B. Guinto

Senior Administrative Staff

Finance Unit

Natividad B. Pandy

Chief Accountant

Jayson A. Ramos

Staff Accountant

John Victor M. Monzon

Staff Accountant

Corporate Communication Unit

Clarita M. Aliño

Assistant Program Manager

Christopher C. Bugaoan

Program Officer

Joseph Edward B. Alegado

Program Assistant

Grants, Excellence Awards Program Unit

Marievic G. Mariano

Program Officer

Ritchele M. Buena

Program Officer

Hero S. Hernandez

Program Coordinator

Anselmo Noe M. Salang

Program Assistant

Ariel P. Culala

Program Assistant

Education Unit (SOT, CSP and MMC)

Irene D. Labitad

Senior Program Manager

Allan A. Reyes

Program Officer

Bayani S. Alonto

Program Assistant

Amor Lynn D. Macalalad

Program Assistant

Mark Conrad R. Ravanzo

Senior Program Staff

Metrobank Art and Design Excellence Program

Dolores Svetlana P. Macayan

Program Officer

Louise Lane A. Calicdan

Program Assistant

Henri Shalimar DS. Palma

Program Assistant

Healthcare Unit

Marievic G. Mariano

Program Officer

Special Concerns Unit

Likha Lakan M. Delos Reyes

Program Officer

Present ICT Situation Metrobank deliver personalized, innovative, and high quality alternative delivery channel for its customers, Metropolitan Bank and Trust Co. (Metrobank) launched an alternative delivery channel, its new MetroPhone Banking System with the Periphonics Interactive Voice Response System (IVRS). The Periphonics VPS/is2 9500E supplied by Fujitsu Philippines, which replaced Metrobank's previous IVRS, will respond to the increasing volume of Metrophone Banking transactions. With the Periphonics IVRS, MetroBank is able to provide clients an alternative access to the bank.

Whether you need to dial out and remind a customer about an outstanding payment, upcoming appointment, or warn them of an emergency, or if you are needed to provide a caller dialling into you automated information about your service, info about their account, route their call to the proper department or agent or anything that can be automated. Costumers can also perform transactions in this site http://www.metrobank.com.ph/business.asp

Strategic Concerns for ICT Use Interactive Voice Response of Metrobank Philippines The project was proposed to expand its existing IVR system from handling 30 telephone connections to 60 connections simultaneously. And also a automated transactions, faster process and less paper works.

CHAPTER 2 INFORMATION SYSTEMS STRATEGY

In this chapter, it will discuss the information systems strategy of Philippines Long Distance Telephone (PLDT) on how their network functions.

DESCRIPTION OF COMPUTER NETWORK Metrophone Banking System Antonio P. Chua, ECE, Metrobank's First Vice President of Network Communications and Engineering, points out that Metrobank was looking to expand its existing IVR system from handling 30 telephone connections to 60 connections simultaneously. The Periphonics VPS/is2 9500E, which replaced Metrobank's previous IVRS, will respond to the increasing volume of Metrophone Banking transactions. Just by dialling 5-8000, the Metrophone Banking System greets the customer by his or her surname. This is an added feature of the new IVR system. With the new personalized greeting, the system offers a user-friendly environment for the customers. Metrophone Banking provides the convenience and security of worry-free banking services day and night without the customer having to go to the bank. Currently, the system is capable of providing the following services: a.

Inquire about balance or last three transactions

b.

Bills payments

c.

Transfer funds from one account to another

d.

Request a statement of account via fax

e.

Request a new check book

f.

Change the Metrophone access code

Aside from these transactions, added features are now being offered to fit the customer's needs and for their convenience. An additional option is provided for customers to transact using their other accounts. Customers can now inquire and transact using their other accounts without hanging up and calling the system again.

NETWORK DESIGN AND ARCHITECTURE Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. Our IVR software adds another dimension to our already feature rich call center phone solutions.

An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet. It can then route calls to either in-house service agents or transfer the caller to an outside extension. It enhances our phone system's current robust features of predictive dialling, ACD, and digital call recording.

Our IVR solution is an automatic toll free phone answering system. It collects useful information from a caller before the call is transferred to an agent. The IVR system (IVRS) could fulfil the caller’s request without a transfer. Our IVR software system gives your organization a 24 by 7 capability, providing around-the-clock information to your callers.

By responding to prompts provided by our IVR system, callers can now receive any information you choose to make available. Call centers in particular can become instantly more productive by letting the phone system gather caller information, verify caller identity and, if necessary, determine the best service representative to handle this request using our interactive voice response technology.

Systems Corp. (DSC) has developed IVR systems using Windows PC platforms and Dialogic IVR telecommunications boards. The PACER phone system supports multiple digital T1's with capacity from 24 to 1000 phone lines. And now DSC offers its sophisticated IVR software on our affordable analog phone systems - the WIZARD series with capacity of 1 to 24 lines.

NETWORK DIAGRAM

CHAPTER 3 INFORMATION AND COMMUNICATIONS TECHNOLOGY (ICT) SOLUTIONS This chapter enumerates all resources that are needed to make this project possible. These are the hardware, software, network media and equipments and people ware that are involve in the implementation of this proposed project.

Hardware a. Servers Specification UNIX operating system supports a full suite of easy-to-use, graphical point-and-click software tools. configuration

and

online

These tools include PeriView, for system

management,

PeriStudio,

a

software-only

sophisticated recording studio, and PeriProducer, the only complete and user extensible visual application development environment. The Periphonics VPS/is2 9500E

b. Workstation Specification IVR Integration with Central Office The Insight IVR system works in conjunction with Central Office Switches (Telephone Company), PBX switches, or VoIP Gateways (SWITCH). When a caller calls a subscriber number, the SWITCH routes the call to the Insight IVR system. Based on the DNIS (Dialled number) there will be a predefined IVR application linked to this DNIS which will be launched upon receiving the call. The call flow is then managed by the created IVR.

c. Peripherals Metrobank has readily available facilities and platforms complete with workstations, telephone and fax lines, and other office equipment such as printers and photocopiers to ensure availability of IT resources for today’s data-intensive business operations.

Software a.Operating System Windows XP, Windows Vista. Database Systems Corp. (DSC) has developed IVR systems using Windows PC platforms and Dialogic IVR telecommunications boards. The PACER phone system supports multiple digital T1's with capacity from 24 to 1000 phone lines. And now DSC offers its sophisticated IVR software on our affordable analog phone systems - the WIZARD series with capacity of 1 to 24 lines. b. Productivity tool

c. Information Systems An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet. It can then route calls to either in-house service agents or transfer the caller to an outside extension. It enhances our phone system's current robust features of predictive dialling, ACD, and digital call recording.

Our IVR solution is an automatic toll free phone answering system. It collects useful information from a caller before the call is transferred to an agent. The IVR system (IVRS) could fulfil the caller’s request without a transfer. Our IVR software system gives your organization a 24 by 7 capability, providing around-the-clock information to your callers.

By responding to prompts provided by our IVR system, callers can now receive any information you choose to make available. Call centers in particular can become instantly more productive by letting the phone system gather caller information, verify caller identity and, if necessary, determine the best service representative to handle this request using our interactive voice response technology.

d. DBMS My SQL

Network Media and Equipments (List of all network media and equipments) a. Medium UTP (unshielded twisted pair), RJ45 connector

b. Equipments Managed Router, Switches and CPEs WAN and LAN Management can be a tedious task that can be assigned to an external service provider. Cisco and Huawei, allows its certified technical team to perform maintenance of our clients’ routers, switches and CPEs.

People ware 

Encoder



Network Administrator



Clerk



End User/Clients.

CHAPTER 4 IMPLEMENTATION STRATEGY This chapter shows the feasibility analysis of the study. It shows the costs of the resources mentioned in the previous chapter as well as the intangible benefits it may provide. This chapter will also show how and when these strategies would be implemented.

Feasibility Analysis

One-Time Cost Worksheet Hardware a.

Server

Table 12

Item IBM

Quantity System 1

Price

Total Cost(P*Q)

P 159,995

P 159,995

x3400M2

b.

Peripherals

Table 13

Item

Quantity

Price

Total Cost(P*Q)

Epson Stylus TX400 1 scanner/copier/printer

P 6,990

P 6,990

Network Media and Equipments a.

Medium

Table 14

Item

Quantity

Price

Total Cost(P*Q)

UTP

250m

P 5.00

P 1,250.00

100

P 3.00

P 300.00

Item

Quantity

Price

Total Cost(P*Q)

Linksys BEFSX-

1

P 3,350

P 3,350

1

P 3,695

P 3,695

2

P 2,850

P 5,700

(unshielded twisted pair) RJ45 connector

b.

Equipments

Table 15

41

4

Port

Cable/DSL Router

with

Firewall Linksys WAP 54G Wireless G Access Point Linksys SD-216 16 Port Switch

TOTAL ONE-TIME COST: P 341,275.00 (People ware and Software not included.) Intangible Benefits Worksheet 

Improved data communications between laboratories and the server

room. 

Improved work process.



Fast information access.

Table 16

Year 0

Year 1

Year 2

Year 3

0

P 100,000

(P100,000)

(P100,000)

Upgrade of Hardware

0

P 50,000

Update of Software

0

Maintenance of Server

0

Maintenance of Computers

Installation

of

P 10,000

(P50,000)

(P10,000)

(P10,000)

New

Software* Hiring of Personnel* One-time Costs

P 341,275.00

Recurring Costs

P 30, 000

(P30, 000) (P 30, 000)

(P 30, 000)

Total: P 531,275.00 * This depends to the administration’s decision. ( ) – Expenses that may or may not occur in given year.

Non Tangible Benefits The Periphonics VPS/is2 9500E supplied by Fujitsu Philippines, which replaced Metrobank's previous IVRS, will respond to the increasing volume of Metrophone Banking transactions. With the Periphonics IVRS, MetroBank is able to provide clients an alternative access to the bank. Less paper works because all transactions are directed to their database.

CHAPTER 5 FINDINGS CONCLUSIONS AND RECOMMENDATIONS

After studying and explaining the proposed the proponents came up with these findings, conclusions and recommendations.

FINDINGS FPI (Fujitsu Philippines Inc.) designs, helps Metrobank in expanding its existing IVR system from handling 30 telephone connections to 60 connections simultaneously. With the Periphonics IVRS, MetroBank is able to provide clients an alternative access to the bank.

CONCLUSIONS We conclude that Metrophone banking is a huge contribution to Metrobank, through its IVRsuch system they can render services like Inquire about balance or last three transactions, Bills payments, Transfer funds from one account to another, Request a statement of account via fax, Request a new check book and Change the Metrophone access code easier.

RECOMMENDATIONS In the light of the conclusions mentioned, the proponents offer the following recommendations: Implementation strategy must be followed, especially those in concern with the maintenances. Trained and capable personnel should be hired. The success of this plan is dependent upon them.

APPENDICES Price List

REFFERENCES http://www.metrobank.com.ph/about.asp Metropolitan Bank and Trust Company http://www.metrobank.com.ph/products_and_services.asp http://www.sulit.com.ph/index.php/classifieds+directory/q/routers http://www.metrobank-na.com

ABOUT THE AUTHOR ANGELICA MAE G. BACAY  A student of Bachelor of Science in Information Technology in Polytechnic University of the Philippines –Sta. Rosa Campus. She is a member of Information Technology Dance Squad (ITDS). Newly elected ELITE’s P.R.O. She is the researcher, encoder and document analyser of the group.

SHARMAINE R. ORIBIANA  A student of Bachelor of Science in Information Technology in Polytechnic University of the Philippines –Sta. Rosa Campus. The president of the class in IT 2-2. She is a member of Transformation Advocates through Purpose-driven and Noble Objectives Towards Community Holism (TAPNOTCH). She is the researcher, document analyser and encoder of the group.

Polytechnic University of the Philippines COLLEGE OF COMPUTER MANAGEMENT AND INFORMATION TECHNOLOGY City of Sta. Rosa, Laguna

METROBANK WITH ITS METROPHONE BANKING - A New Delivery Channel for Better Customer Service

In Partial Fulfillment of the Requirements for the Course COMP 3023 DATA COMMUNICATION AND NETWORKING

Presented by: BACAY, ANGELICA MAE G. ORIBIANA, SHARMAINE R.

OCTOBER 2013