MANAGEMENT INFORMATION SYSTEM

OF ALFALAH BANK

PREPERD BY
SHAKILA MANZOOR 056
KIRAN SHAHZADI 015
SHAIMA AQEEL 019
NAZISH JAMAL 050
NAWAL SADIQ 016

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ABSTRACT 05
INTRODUCTION 06
HISTORY OF THE ORGANIZATION 07
Vision 09
Mission 10
Board of Directors 11
Management 12
Network of Alfalah Bank in Pakistan 13
Organizational Structure 14
Goals and Objectives 15
BUSINESS STRATEGIES FOR IMPROVING BUSINESS 16
CORE BUSINESS OF BANK ALFALAH 18
Products 18
TECHNOLOGY IMPROVEMENT REQUIRED IN 21ST CENTURY 22
INTERNET AND ITS USES IN THE ORGANIZATION 25
MANGEMENT INFORMATION SYSTEM 26
IMPORTANCE OF MIS IN THE ORGANIZATION 29
TOP IS JOB 31
MANAGEMENT INFORMATION SYSTEM PLANNING 34
SWOT Analysis 36
DISTRIBUTED SYSTEMS THE OVERALL IT ARCHITECTURE 40
TELECOMMUNICATION AND NETWORKS MANAGEMENT 43
DATABASE IN THE ORGANIZATION 46
POLICIES TO RETAIN INTELLECTUAL CAPITAL
RECOMMENDATIONS 50
CONCLUSIONS 51
REFERENCES 52
QUESTIONS 53

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To: Mr. Faisal Shafiq Butt
Lecturer Management Information System
COMSATS Institute of Information Technology, Wah campus
From: Kiran Shahzadi, Nawal Sadiq, Shakila Manzoor, Nazish Jamal
and Shaima Aqeel
Bachelors of Business Administration, fourth semester
Department of Management Sciences
Date: May 27, 2009
Subject: Report on the Management Information System of Bank Alfalah, Wah Cantt

We are submitting this report entitled “Management Information System of Bank

Alfalah Limited, Wah Cantt” in accordance with your request of March 25, 2009.
This report emphasizes the Management Information System of Wah Cant branch of
Bank Alfalah Limited. It highlights the most important reasons behind the fast growing
banking of Bank Alfalah i.e. their continuous advancement of IT and IS department
alongwith adoption of new technology which enables them to establish competitive
advantage in the banking sector.
Although our research team, including Kiran Shahzadi, Nawal Sadiq, Shakila Manzoor,
Nazish Jamal and Shaima Aqeel conducted a smooth search, but the real problem was
time constraint. But with the grace of Almighty Allah, this problem was also eliminated.

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We are thankful to Almighty Allah who is gracious & merciful and gave us strength for
the completion of this project.
Secondly we are very grateful to our respected Teacher Mr. Faisal Shafiq Butt for
giving us such an opportunity to study the Bank Alfalah from point of view of
Management Information System.
We are also thankful to Mr. Kamran Saeed (Relationship manager) and Mr. Abrar
Hussain (IT manager) for there cooperation in providing us information about
information system of Bank Alfalah, Wah Cant branch.

At the end we would also like to acknowledge the moral support of our friends who
supported us and helped us to do this project.

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This report contains the information regarding Management Information System of
Alfalah Bank Wah Cantt Branch. As the MIS is very important for any organization so do
the Alfalah executives think about it and they have incorporated the same system in their
Bank. We have prepared this project because we were interested to find out the practical
application of our subject (management information system) during the course of our
study. While we were preparing the report we made survey of Alfalah Bank Wah two
times where we met Mr. Abrar Hussain Anjum, manager of IT department. He was very
friendly with us and he provided us with the information we were seeking. The final form
of our project contains all the related material we were able to find by our survey. This
Bank is using the current technologies to compete in the rapidly changing environment.
The purpose of our project was to see how the Banks are operating and what the role of
IT department in their working is. We met our objectives.

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Bank Alfalah was established in June 21st, 1997 under the Companies Ordinance 1984.
The Bank is operating in 21 cities with the head office in Karachi.

The core businesses of Alfalah Bank are car financing, online banking, credit cards,
ATMs, home financing and Islamic banking. The Bank is also managing the customer
relationships by providing them the best facilities and understanding their problems by
smooth communication. The Bank is not only focusing on the main lines of businesses
but also trying to use new technologies as required by rapid environment changes.

Its most important business strategies are to provide the superior personalized services
and to be known by the way it do its business as it knows that the Banking relationship
requires friendly communication and cooperation with customers.

This report mainly contains the information related to IT department and the main focus
of this project is the study of MIS in Bank Alfalah Limited. Alfalah Bank has all the
current technologies that are needed for any organizational survival.

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 BANK ALFALAH LIMITED

Bank Alfalah Limited was incorporated in June 21st, 1997 as a public limited
company under the Companies Ordinance 1984. Its banking operations commenced from
November 1st ,1997. The bank is engaged in commercial banking and related services as
defined in the Banking companies ordinance 1962. The Bank is currently operating
through 45 branches in 21 cities, with the registered office at B.A.Building, I.I.
Chundrigar, Karachi.

Since, its inception as the new identity of H.C.E.B after the privatization in 1997,
the management of the bank has implemented strategies and policies to carve a distinct
position for the bank in the market place. Strengthened with the banking of the Abu
Dhabi Group and driven by the strategic goals set out by its board of management, the
Bank has invested in revolutionary technology to have an extensive range of products and
services. This facilitates
their commitment to a
culture of innovation and
seeks out synergies with
clients and service
providers to ensure
uninterrupted services to its
customers.

The bank perceived

the requirements of
customers and matches
them with quality products
and service solutions. During the past five years, bank has emerged as one of the
foremost financial institution in the region endeavoring to meet the needs of tomorrow as

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well as today. To continually upgrade the quality of service to the customers, training of
team members in all the integral aspects of banking, customer service and IT was
specially focused.

The portfolio concentrates on all aspects of conventional banking as well as the

financial needs of corporate sector. Dynamic and high value product includes Car
Financing, Home Financing, Rupee Travellers Cheques, Credits Cards, Debit Cards, On
line Banking, ATM and consumer Durables. In addition to this, Islamic Banking Division
is a recent initiative, which operates as separate branch. It offers Shariah Compliant
products through a network of five branches, which will increase to 50 by the year 2007.
The bank is committed to combine all it s energies and resources to bring high value,
security and satisfaction to its customers, employees and shareholder. The Bank has
invested in revolutionary technology to have an extensive range of products and services.
This facilitates commitment to a culture of innovation and seeks out synergies with client
and service providers to ensure uninterrupted services to it customers.

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 VISION

“To be the premier

organizations operating locally
and internationally that
provided the complete range of
financial services to all segments
under one roof”

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 MISSION
“To develop and deliver the
most innovative products,
manage customers experience,
deliver quality service that
contributes to brand strength,
establishes a competitive
advantage and enhances
profitability, thus providing
value to the stakeholders of the
bank

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 BOARD OF DIRECTORS

H.E. Sheikh Hamdan Bin Mubarak

Al Nahayan
Chairman

Mr. Mohammad Saleem Akhtar Mr. Abdulla Nasser

Chief Executive Officer Hawalileel Al-Mansoori

Mr. Ikram Ul-Majeed

Mr. Abdulla Khalil Al Mutawa
Sehgal

Mr.Khalid Mana Saeed Al Otaiba Mr. Nadeem Iqbal Sheikh

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 MANAGEMENT

Chief Executive Officer

Executive Incharge
Executive Incharge
Strategic Planning & Global
International &Treasury Division
Marketing
Executive Incharge Executive Incharge
Human Resources Division IT Division
Executive Incharge Executive Incharge
Credit Division System & Operation Division.
Executive Incharge
Executive Incharge
Credit Monitoring Division
Establishment & Administratration

Executive Incharge Executive Incharge

Business Development Division Legal Affairs Division.
S.A.M./ Car Finance/ Leasing
Executive Incharge
Executive Incharge
Finance Division
Audit & Inspection Division

Executive Incharge Executive Incharge

Corporate Banking, Islamic Banking Division
SME Financing & Home Loans
Executive Incharge
Executive Incharge
New Products &
Cards Division
Service Quality Division

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NETWORK OF BANK ALFALAH LIMITED IN PAKISTAN

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ORGANIZATIONAL STRUCTURE

President (CEO)

Senior Executive Vice President

Executive Vice President

Senior Vice President

Vice President

Assistant Vice President

Officers Grade I, II, III

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 Clerical Staff Non-Clerical Staff

Cashier Typist Clerks & Guards Messengers

Assistants

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 GOALS & OBJECTIVES

Goals and objectives are factors through which the company’s devotion and
commitment to the job can be seen. If the goals are realistic and achievable, than surely
that organization is doing it’s job.

Bank Alfalah also has certain goals and objectives which it is trying to achieve,
through it’s various strategies and operations. The goals and objectives are mentioned
below:

1. To create a sound base, and through efficient systems achieve modern

banking through out Pakistan.

2. By the end of every accounting year there is an increase in deposits. As

the deposit rate of during 2002 was approx 52 Million and the same has
been increased in 2003 by 77 Million.

3. To create unit banking network in all the branches of Bank Alfalah, the
end of the year. This means that all the operations of the bank, i.e. deposits
to advances, imports, exports, L/C Opening, foreign currency and many
more aspects under one roof, so that the customer can be facilitate in one
visit.

4. Islamic Banking is one of the goals of Bank Alfalah though it has been
initiated in the last fiscal year and it is very acceptable for general public.
However, there is lot of work to do for successful implementation of the
Islamic Banking Plan. In this regard the Bank is opening specific Islamic
Banking Branch under the supervision of its Islamic Banking Division.

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 STRATEGIES

Bank Alfalah has formulated certain sets of strategies to enable it to achieve its
goals and objectives. These strategies are mentioned below:

1. In order to achieve it’s goals of creating a sound base and presence of efficient
modern banking system, Bank Alfalah has started operation of Automated Teller
Machines in all the major areas like Karachi, Lahore, Islamabad and other cities of
Pakistan.

2. Bank Alfalah is committed to build long-lasting relationships through an assertion

to service excellence and providing innovative products to meet the changing needs of
our valued customers. Although still in its infancy, compared to the exalted banking
standards, Bank Alfalah, backed by a strong Abu Dhabi Group and inspired by the vision
of its Board and Management, has built up a strong customer base. The Bank provides a
full range of banking services to corporate clients, while applying leading technologies.
Today the Bank is well-positioned to provide appropriate banking services to customers.

3. The main focus is building relationships and being known by the way they do
business. Management recognizes that a banking relationship requires compatibility,
communication, and cooperation and that each customer deserves nothing less than full
attention and available resources to meet their financial objectives.

4. Core value and corporate culture is based on the belief that superior personalized
service is the most important product. Bank is in the process of getting to know
customers by name and understand their business and personal financial needs. This one-

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on-one, personalized service quality has served as Bank Alfalah's unique signature since
inception and continues to separate it from other financial institutions.

5. The Bank Alfalah team comprises of some of the most highly skilled and
professional financial experts in banking industry. Managers, lenders and trust advisors
offer the unique perspective of knowing and understanding in the local economy. The
Management focuses its attention on making informed and feasible economic decisions,
bringing better returns and more profitability for investors and customers.

6. Keeping in view the unrest among the Islamic Community on the Interest Bearing
Banking the Alfalah is in the process of target marketing and gives its full attention to
this segment of a large population over the world.

7. To acquire the reputation and status of bank which operates on international

standard, Alfalah Bank was to get the credit rating of Pakistan Credit Rating Agency,
which gave it the AA- and A1+ in the long term and short term respectively.

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 PRODUCTS
COMPREHENSIVE AND DIVERSIFIED PRODUCT PORTFOLIO

With the mission to provide all-encompassing banking services to the customers,

Bank Alfalah has a uniquely defined menu of financial products. Currently it is one of the
most comprehensive portfolios of personalized financial solutions that are custom-
tailored to serve the requirements not only of conventional customers but also fulfill the
needs of the corporate sector:
 Car Financing
 Rupee Travellers Cheques
 Online Banking
 Credit Cards
 ATMs
 Home Financing
 Islamic Banking
 Corporate and Structured Financing

Car Financing

Car Financing is one of the major renowned product of Bank Alfalah and can be
utilized in terms of Financing of Used Vehicles, Loan against Car, Balance Transfer
Facility, Refinancing Facility (only for Alfalah Customers) and it is characterized in
terms of:

 Lowest Mark up

 Lower Insurance

 Quick Processing

 Lower Down Payment

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Home Financing

Major features of Bank Alfalh Home Financing are

Lowest Mark-up, Quick Processing, Multiple Repayment
Options and Free Valuation. It has been bifurcated in terms
of “Home Buyer, Home Construct, Home Improver, Home
Balance Transfer Facility”.

 Financing Limit : upto Rs. 10,000,000/-

 Tenure : upto 20Years

 Equity Participation : 30% Borrower / 70% Bank

Rupee Travelers Cheques

Rupee Travelers Cheques are as good as cash and are accepted at the major shops,
travel agents, hotels business establishments and all over the country and abroad. This
service is being offered to facilitate instant fund availability to travelers and business people
who used to carry a large sum of money with them.

Credits Cards

Bank Alfalah Visa Card is everywhere and

globally accepted and welcomed at locations
displaying the VISA logo. It is accepted at nearly 30
million merchants and 870,000 ATMs in more than
150 countries around the globe and over 10,000
establishments in Pakistan. Alfalah VISA
pays for shopping, travel, entertainment,
meals and much more.

Debit Cards

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 Bank Alfalah Limited presents Alfalah HilalCard, the first Visa Electron
International Debit Card which gives an unlimited access to current / savings account
with a simple swipe, at millions of retail shops and ATMs, worldwide. The Alfalah Hilal
Card comes with a host of conveniences and benefits combined with the wide reach of
Visa Network enabling it to be accepted at more than 840,000 ATMs and 13 million
retail outlets around the world, making it the most acceptable Debit Card available in
Pakistan.

On Line Banking

To provide enhanced and

value added products to customer
bank is constantly striving for
additional facilities. Bank provide
fully automated on-line telephone
banking facilities to its customers
enabling them to carry out banking
transactions like balance inquiries,
statement requests, product information and exchange rate.

Automated Teller Machine (ATM)

The bank offers 24 hours self service banking facilities to it customers on country wide
basis through deployment of Automated Teller Machine. This system allows the banking
facilities such as cash withdrawals, cash deposits, funds transfer, balance inquiries,
account statements. Electronic cash dispensing facilities are available in major cities of
Pakistan. All ATMs are linked through a state-of-the-art Satellite Based Communication
System which offers 24 hours real time service.

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Islamic Banking

A separate division is a recently initiated, which operates as separate branch. It

offers Shariah Compliant products through a network of five branches, which will
increase to 50 by the year 2007. Islamic Banking has launched following products with
the perception that these are in accordance with the Sharia Principles.

a. Alfalah Masharaka Homes

b. Murabaha Finance

c. Aflalah Car Ijarah

Corporate and Structured Financing

The portfolio concentrates on all aspects of conventional banking as well as the

financial needs of corporate sector including dynamic and high value product.

 Loaning against securities

 Letter of Credit

 Letter of Guarantee

 Demand Finance

 Cash Financ

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21st Century Banking

Innovation – The Key to Success

Since the introduction of Automated Teller Machines (ATMs) in the 1970s and Internet-
accessed banking applications in the 1990s, self service banking has revolutionized retail
banking services.

As bank customers have become increasingly self-sufficient, the downside of this

revolution has been that financial services companies have lost touch with their
customers and weakened their brand ‘value’. Compounding these problems, the major
banks face increasing competition and lack the business agility needed to respond
because of their ageing, inflexible core IT systems. To address these issues, banking and
insurance companies are looking to introduce innovative new technologies and business
processes that improve customer contact, strengthen brand loyalty, reduce costs, and
drive up revenues.

Innovation – in developing and implementing new technologies and business processes –

is the key to boosting business, cutting costs, and increasing revenues for financial
services companies. A prime example of such innovation is channel integration. Initially,
most banks set up communication channels, such as the
Internet, call centers, etc. as independent projects
implemented at different times. In many banks, this has
resulted in customer data ending up in isolated information
silos, each linked to a different channel within the
organization. By integrating these channels, companies can
have a single customer view throughout the organization and
thereby enable new opportunities to cross-sell and promote
their services. Channel integration reduces costs and is one of
the few areas where banks and insurance companies can be
innovative in improving customer service without affecting
their core IT systems. Companies already operating in this manner study in detail both
their competitors’ customer service strategies and how companies in other industries
develop channel service strategies.

Whilst we will see innovation in terms of seamless channels management and upgrades
to Internet sites and call center technology, the key ‘new thing’ will be the development
of mobile banking. The push-type SMS message technology directed at bank customers
is now maturing. 3G technology will however give a boost to this type of service with the
introduction of the new technologies. We can expect to see significant developments in

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the way mobile telephones are used to undertake micro
payments, for example. Atos Origin has been working with
industry leaders in this very area.

The Advanced ATM Defined

Today's ATM networks are connected to bank data centers through a diverse, complex set
of network topologies and protocols. Some networks use standard dial-up lines; some use
dedicated circuits; some are connected on a local-area network, if they're located in a
bank branch. Some ATMs use network transports from IBM, NCR, DEC, Banyan or
even variants of Internet Protocol. There are dozens of different configurations of
buttons, prompts, menus and graphics, all running on ATM software that is mutually
incompatible.

The ATM of the near future will feature standard Web browser software, such as
Microsoft Internet Explorer or Netscape Navigator. Under the hood will be the the
current published software, modified by third-party overlays which remove the
unnecessary, confusing (and non-secure) artifacts of the desktop PC metaphor.
Fortunately, the base architecture of Windows 95 and NT enable this kind of overlay
program, through the device of OLE and ActiveX. The Taskbar and Menubar, navigation
buttons, scroll bars, alerts, checkboxes and lists, can be filtered, cloned, removed or
represented on the screen as large buttons, easily touched on a touchscreen. The most
challenging potential point of security access -- the keyboard -- is removed completely,
sealed inside the ATM, and represented as a flexible keypad that can pop up on the
screen any time.

Most important: the bank will have complete control over content. No idle surfing on the
21st Century ATM; wandering into inappropriate content will be impossible. The ATM
will contain a continuously-updated list of authorized locations on the the Web (Uniform
Resource Locators or URLs, the familiar http://www. address pointer), and the browser
will politely refuse to go anywhere that's not on the list.

The advanced ATM will also be a multimedia ATM, using beautiful, natural motion
video and stereo sound in multiple languages, smooth dimensional animation. It will be
capable of live video teleconferencing with a remote teller at a video call center, using
eyes and ears in a video camera. It will be able to scan, compress and transmit signed
documents, printing MICR-encoded checks, send and receive email, read barcodes and
smartcards, capture biometrics such as fingerprints and iris images, and print exact, full-
size copies of any document. All of these features are available now on commercially-
available products.

One Screen, Many Functions

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"This is a whole new approach to ATM software architecture...a greater ability to
accommodate new technologies. And because software applications are independent of
the delivery channel, they can be leveraged across multiple channels, including
information kiosks, telephone banking, personal computer banking and web sites."

--Wells Fargo

All this means that the 21st Century ATM will do much more than dispense $20 bills and
accept deposits. Alongside dedicated-function cash ATMs, and in new locations both
inside and outside the bank, the ATM will soon offer a universal, free gateway to the
world of electronic commerce. It will be possible to learn all about IRAs and college
education plans, to find a job and the training needed for it, to file simple legal actions
like divorce and small claims, to buy a book from Barnes & Noble or book a vacation
through American Express, to check the sports replay on ESPN, to send flowers and a
card to Mom, to buy and register for a cellular phone in all its intricate details, to send
video, audio or text email to friends, to conduct targeted, incentive-based market research
and real-time polling, to talk face-to-face with bank investment specialists...and much
more...all from a free touchscreen at the local mall or bank branch.

The Forces Driving ATMs

A quick recounting of the background of current

ATM networks, and why they have been
successful, is instructive in understanding why the
move to the Web makes sense now.

When automated teller machines first appeared

outside American banks in the mid-seventies, they
were an unwelcome curiosity. The public wasn't
interested in a new gadget they didn't trust. They
were used to standing in line inside the bank to get
their weekend cash and deposit their paycheck.
Twenty-five years ago, ATMs were technological
pioneers -- but like many pioneers they were unsuccessful at first, from a business
standpoint. It took until the mid-eighties for the ATM industry to reach critical mass.

Internet is not a luxury rather it’s a source of generating revenue for the organization.

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ACCOUNT OPENING METHOD:

The most important use of internet is the account opening process. In this process the
National Identity Card of the customer is taken by the accountant who then compares it
with the NIC available on the NADRA website. If it successfully matches with the
NADRA NIC, then the account is successfully opened. However if there is any
occurrence of error in the matching process and NADRA website doesn’t recognizes the
customer’s NIC, then further queries are handled. Either the bank doesn’t open the
account of the customer or the customer is asked to present further evidence on the NIC.
So frauds are of minor chances because without satisfaction they don’t issue or open
accounts.

ONLINE BANKING:

Bank provide fully automated on-line telephone banking facilities to its customers
enabling them to carry out banking transactions like balance inquiries, statement requests,
product information and exchange rate. Customers can place online orders to buy
services and products of ALFALAH BANK. They can not only pay utility bills but also
submits their fee online. Credit bills can also be paid through this facility.

ONLINE FINANCIAL STATEMENT:

The Alfalah bank also provides all its financial statements that is balance sheet, income
statement, statement of cash flows, statement of retained earning etc. online to help its
stock holders. In this way the stock holders are able to get quick knowledge about the
value of shares which are offered by the bank.

IT DEPARTMENT:

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Bank Alfalah has its own Information System (IS) which is managed by means of
Alfalah’s own Information Technology (IT) department.

DECISIONS THROUGH INTRANETS AND EXTRANETS:

Bank Alfalah is using both intranets as well as extranets for making its decisions.

1. Intranets: There is interconnectivity within Alfalal through its intranets. In this

way all the PC’s in the bank are associated to one another. This allows free flow
of information and allows broader decision making.

2. Extranets: Bank Alfalah, Wah Cant branch has extranet within its branch and
other branches. Through this all PC’s in the Bank are connected to one another
but also to all other Alfalah branches mainly including the Karachi head office.
Due to this interconnectivity, transactions could be carried out in any branch
because system is upgraded at once in all other branches. As a result, decision
making gets easier for the management.

SECURITY MEASURES TAKEN FOR ONLINE BANKING SERVICES:

The bank takes various security measures while providing online services to the
customers. These include:

1. Verification of NIC by NADRA

2. Re-verification of NIC by NADRA in case of any doubts

3. Heavy amounts transactions handled very carefully

IS SPECIALISTS:

The bank has its own IS specialists i.e. programmers, analysts, system operators etc. They
are involved in developing and operating information systems based on the requirements
of bank employees (end users).

SOFTWARES UNDER THE USE OF THE BANK:

1. Operating system: Windows XP 2003

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 2. Anti virus: Force

3. Banking software: T-24

4. SQL: Visual basic

HARDWARE UNDER THE USE OFTHE BANK:

1: Computers

2: Laptops

3: Printers

4: Servers

5: ATM

6: Token Machine

7: Multi media

FEEDBACK AND CONTROL OF IS:

Information System is controlled by frequently obtaining feedback about the performance

of the system from the bank employees using the system. In this way, the IT manager is
able to control the performance of the system by monitoring and evaluating feedback.
Feedback is mostly obtained by informal meetings.

MANAGEMENT SUPPORT SYSTEMS IN THE BANK:

Alfalah has decision support system i.e. during the decision making process this support
system provides direct computer support.

DECISION SUPPORT SYSTEM:

A decision support system (DSS) is a computer program application that analyzes

business data and presents it so that users can make business decisions more easily. It is
an "informational application" (to distinguish it from an "operational application" that

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collects the data in the course of normal business operation).Typical information that a
decision support application might gather and present would be:

• Comparative sales figures between one week and the next

• Projected revenue figures based on new product sales assumptions
• The consequences of different decision alternatives, given past experience in a
context that is described

A decision support system may present information graphically and may include an
expert system or artificial intelligence (AI). It may be aimed at business executives or
some other group of knowledge workers.

Typical information that a decision support application might gather and present would
be:

• an inventory of all of your current information assets (including legacy and

relational data sources, cubes, data warehouses, and data marts),
• comparative sales figures between one week and the next,
• projected revenue figures based on new product sales assumptions;
• the consequences of different decision alternatives, given past experience in a
context that is described.

BENEFITS OF DSS:

1. Improves personal efficiency

2. Expedites problem solving
3. Facilitates interpersonal communication
4. Promotes learning or training
5. Increases organizational control
6. Generates new evidence in support of a decision
7. Creates a competitive advantage over competition
8. Encourages exploration and discovery on the part of the decision maker
9. Reveals new approaches to thinking about the problem space

MIS: NOT JUST A DEPARTMENT:

MIS is not just a department in Bank Alfalah rather it is a whole system of running a
successful business.

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BUSINESS ECOSYSTEM:

Business ecosystem is a web of relationships between companies. Alfalah is a part a of a

business ecosystem comprising of:

1. Alfalah GHP

2. Warid

3. Wateen telecom

4. Alfalah Insurance Company

5. Alfalah Securities Pvt Ltd

RISING SOCIETAL RISKS FOR ALFALAH:

Alfalah also faces negative affects of IT the following ways but these effects are very
negligible due to efficient IT department.

1. Frauds on ATM and credit cards

2. Network shutdowns

3. Computer viruses

4. Account numbers theft

5. Email scams

SELF SERVICES BY ALFALAH:

There are two ways by which Bank Alfalah is providing self services to its customers.

1. ATM services:

2. Web services:

COMPUTER BASED REAL SYSTEM:

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Bank Alfalah is using computer based real system. This system involves immediate entry
of transactions in the system when they are held. Through this system, the bank staff
knows cash levels and inventory as they are now not as they were a week or a month ago.

OUTSOURCING IN THE BANK:

Alfalah is maintaining every department of its own i.e. Finance department, IT

department, marketing department etc. so there is no need of outsourcing any task.

HIERARCHY OF MIS DEPARTMENT:

The MIS Department has the following hierarchy in Bank Alfalah.

REGIONAL MANAGER

DISTRICT MANAGER

BRANCH MANAGER

IS MANAGER

BANK STAFF

The Top IS Job in the Wah Cantt branch of Bank Alfalah is IT Manager named

Mr. Abrar. Although other branches of Bank Alfalah have their own chief information
officers but being a branch of a small city, there IS department doesn’t has its own CIO’s.

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The IT Manager is responsible for all the tasks related to IT and Information System. His
major tasks involve the maintenance of their soft wares, hard wares, data and networks.
However in case of any severe complications in the Information System, the IT Manager
may consult the IS Manager of the main branch in Karachi. The major responsibility of
IT Manager is data security. The security involves installation of efficient antivirus
Software named FORCE. Another crucial responsibility of IT manager includes the
updation of databases with REAL TIME PROCESSING. The IT manager may also
presents suggestions about improvement of IS department. These suggestions may
include purchasing of some new software version for example MS OFFICE 2007.

COMMUNICATION WITH CUSTOMERS:

Alfalah is using IT to communicate with customers in marketing, distribution, sales,

service strategies etc. In marketing department the customers are provided with websites
from which they can see the required information regarding the products and services
Alfalah is providing, like car financing, credit cards, home financing and Islamic
banking. The customers are also facilitated with distribution channels through internet
although not common in Pakistan but this service is availed by Alfalah’s customers in
overseas branches. If the customers are new they can see the strategies regarding the
service they are willing to avail.

INNOVATIVE IDEAS:

The Alfalah Bank has designed a special website to welcome innovative ideas from the
employees. This special website is known as PORTAL through which the employees can
share their new ideas with managers. This website is regularly visited by the IT and other
managers. As the employees who are directly in contact with customers, can give better
ideas related to customer needs and requirements. If the managers find the ideas good and
actionable as well as profitable then they try to implement the ideas in their Bank.

The project teams also communicate with Bank through the PORTAL and share the
marketing and other related informations with Bank managers.

CHAMPIONS:

32
Champions are experts of any organization. The Alfalah Bank of Wah branch didn’t have
any champions only one manager is there for all IT related issues and he has to fix the
problems. If he finds any problem which he is unable to solve then he reports to the head
office IT manager.

PARTICIPATION IN DECISION MAKING:

Participation depends upon the type of decision. If decision is related to any IT related
issue then major influence will be of IT manager but all other managers are not kept apart
from the decision but their opinions are also given the considerations. Similarly if any
other problem occurs not related to IT then in that case also the IT manager takes part in
decision making although minor.

IMPROVEMENT IN INVESTMENT:

The Alfalah Bank mangers are not negligent regarding the needs of improved and
continuous investment in IT department. As the environment is changing so rapidly and
organizations survival depends upon the continuous improvement in IT infrastructure so
the Alfalah Bank is not lagging behind the competitors. As the requirements of customers
and employees changes the corresponding investment is made in Alfalah Bank.

INDUSTRY PUBLICATIONS:

The Alfalah Bank is giving importance to read the industry publications and know about
its situation in the market. Through publications the managers know their main
opportunities and threats and they can compete better in the environment.

SPONSORSHIP:

The Alfalah Bank is the main and central Bank in Pakistan which sponsor the other
physical and healthy activities like sports CRICKET and in SWAT they are sponsoring
the donations to the victims.

33
ENVIRONMENTAL ANALYSIS

34
 Any environment which interacts with the functions and operations of a company,
should be properly studied and evaluated so that the environment only benefits the
company rather than affecting it negatively. Like other institutions, Bank Alfalah also has
an environmental effect on its functions. Basically two types of environment effect the
bank operations, policies and strategies.

Micro Environment

Microenvironment is in fact the internal environment, which ahs an effect on the

functions of the bank. Micro environment of Bank of Alfalah consists of:

1. Deposits

2. Advances

3. Competitors

1. Deposits

Depositors are the main source of profit generation for

the bank. Alfalah offers depositors numbers of incentive by
virtue of which they too care make same money. Alfalah relies
on depositors & workers to increase their volume every year.
This is evident from the fact that the growth rate increased
48.40% during 2002-03, as this growth rate is satisfactory it is
a must that this environment of deposit growth should not
decline.

2. Advances

Advances are basically what Alfalah give to people asking for money. If there
shall be more people depositing money. There will be more asking for advances as well.
Banks tend to make profit by giving advances at a rate higher than what they owe to the
depositors. The difference is the banks profit. If the environment is healthy then more &

35
more people will be asking for advances for business and other options. It is also evident
from the fact that during the year 2002-03 the advances growth rate is 71.12%.

3. Competitors

Competitors should always be studied with great care, because competitors can
greatly influence an organization position. Bank Alfalah has a lot of competitors because
in a short span of 5 year it has achieved what not many banks had achieved. This leads to
competitions. Similarly Bank Alfalah should keep a tag on the competitors move or any
other new technology it is introducing, because to sustain in the micro environment, a
competitor has to be viewed with a lot of care.

Macro Environment

Every organization is subject to general trends prevailing in the environment. For

the success of the organization these trends are of significant importance and must be
thoroughly studies. Bank Alfalah faces the following factors in connection with its macro
environment:

1. Demographic Sector

2. Economic Sector

3. Technological Sector

4. Social Sector

5. Political Sector

SWOT ANALYSIS

36
STRENGTHS

Since, inception of Bank Alfalah, it has moved rapidly in expanding branch

network and deposit base, along with making profitable advances and increasing the
range of products and services bank have made a break-through in providing premier
services at an affordable cost to our customers.

Bank Alfalah has been awarded an AA- (double A minus) and an A1+ (A one
plus) in the long and short term respectively by the PACRA. These rating denote very
high credit quality and very low expectation of credit risk.

The main source of a financial institution is public savings in this regard public
confidence plays a vital role. So, the confidence of customers is the main strength of
Bank Alfalah.

In order to maintain an effective communication of information regarding the need of

valued clients bank has designed its website to be as user-friendly as possible. This
facilitates to pursue the path of excellence and customer satisfaction through delivering
higher quality of services, thereby adding synergy to our existing management expertise,
financial strength and profitability. Hence, it’s a channel of communication for the
delivery of quality products and services that enhance value to our stakeholders.

37
WEAKNESSES

As per Bank policy, advertising and publicity is not extensively emphasized.

Through advertisement customers could be kept abreast with the products and services.

The main focus of Bank is major cities of Pakistan. It is direly needed to extend
its network and people should be educated about the functioning of bank. Since, Bank
Alfalah has strong set up in UAE and Middle East, therefore, specifically those areas of
Pakistan should be targeted where large number of people are working abroad. Hence,
bank could avail an excellent deposit rate by using its annual budget specified for
network extension.

OPPORTUNITIES

The life cycle of an organization is comprised of threats as well as opportunities.

If we say, today the rates of challenges are too high but simultaneously the rate of
opportunities is also high. It is mandatory to try to make progress with consistency as
well as to adapt changes with the needs of time, in order to cope up with both conditions.

In the prevailing scenario, Bank Alfalah could penetrate further and could capture
various corporate customers in addition to the retail customers by expanding their
network.

In addition to the excellent routine banking, it has earned a good name by offering
special products like car financing, home financing and credit card. So, the penetration of
these products could enhance the market share.

In the rapidly growing industry of Pakistan, launching of another SBU, Alwarid

Mobile will be an excellent addition towards the credibility as well as enhancement of
Bank Alfalah’s market share.

Bank Alfalah has launched another division known as Islamic Banking. This new
aspect will also attract a large number of people, who don’t want to deal with interest
bearing banking. Hence, it’s a new opportunity where competitors are limited.

38
THREATS

While doing business, threats are part of the game. Especially, in this era, most of
the financial institutions are working as Private Limited Company and facing or have a
fear of threat from their competitor as well as new entrants.

In order to maintain as well as to enhance the market share, banks always try to
introduce new schemes / packages. Hence, the environment is very much innovative and
adaptive to the needs of customers.

Though Bank Alfalah has a strong footing and maintain a good number of loyal
customer, still bank has threats in various sectors:

a. In Car Financing MCB & UBL are threats however, the expected
car financing of ABN Ambro could also be a threat for Bank Alfalah.

b. In Home Financing Union Bank or to some extent NBP are

threats.

c. In credit cards, Bank Alfalah captured the market share of Citi

Bank and Standard Chartered Bank. Till yet the bank has no prominent
threat. But, the launch of Askari Bank Master Card and Union Bank Card
might be threat after some time.

THE BANK MAKES SHORT TERM OR LONG TERM PLANS:

Bank Alfalah does timely and continuous investment in its IT department. They invest in
IT department according to their need and with the passage of time. At the same time
they review their standard and improve accordingly. They resolve their IT issues.

NEW TECHNOLOGY EFFECTS PLANNING:

New technology is always there in the market. The bank has made its rules and policies
to deal with the upcoming technology and the bank’s requirement. They buy new
technology according to their budget made. If budget allows the bank to avail the latest
and upcoming technology and if there exists a need of it, they buy the technology. The
systems are upgraded and modifications are done. New technology affects the bank in
such a way that it speeds up the work. For example with the help of internet and other
technology they facilitate their customers with online banking system, ATM facility etc.

39
With the help of this ATM machine the customers withdraw their cash any where any
time. Online banking helps in submitting the fees or paying the dues from any corner of
the world.

POLITICAL ISSUES EFFECT PLANNING:

Political issues somehow affect the planning. As environment is not stable these days
long term plans are difficult to make. New investors are not entering in the market. As
such the bank has not faced any loss or downfall. Security levels are upgraded to take
safety measures.

THREATS:

As few competitors are there in the market due to political instability so less investors are
entering in the market so the bank do not has any threat from its competitors.

Talking about the future strategy, the bank is planning to increase deposit mobilization
for this purpose, the bank is expanding their branch network across the country in order
to meet liquidity requirement by introducing new products and services specifically in the
rural areas. Ikram Sehgal, Member of the BOD, while talking to the media said that
media should investigate about the unscrupulous elements that were being involved in
creating panic and uncertainty amongst the people.

Meanwhile, the State Bank of Pakistan has taken serious notice of rumours against a
number of banks, particularly against Bank Alfalah. SBP reiterated that all banks,
including Bank Alfalah operating in the country under the effective regulatory and
supervisory oversight of SBP, were functioning normally, which should not give any
cause of concern to any quarter. Based on the performance of Bank Alfalah, the State
Bank has no hesitation in stating that the Bank is vibrant and resilient as its key
performance indicators are positive.

40
IT architecture and Infrastructures:

-IT architecture is a blueprint, which shows a system, house, vehicle, or product look and
how the parts are interrelated. It is possible that with time a distinct ALFALAH
Architecture, like French or Italian Architecture may evolve. But it might be by default
and not by conscientious design.
-IT infrastructure is the implementation of architecture. Infrastructure includes the
processors, software, hardware, databases and the skills for managing the operation.
So infrastructure and architecture is very important for every firm same as that it is
important also for the Alfalah bank
For best infrastructure Alfalah bank invest too much by which outcome increase rapidly.
Infrastructure investments are vital part of corporate information system portfolio.

Hard ware components

Hardware being used in the bank is:

1: Computers
2: Laptops
3: Printers
4: Servers
5: ATM
6: Token Machine
7: Multi media and etc

IT HIERARCHY:

Bank has following IT hierarchy:

IT Security Manager

41
 - IT Security Officer

Junior IT Security Officer

-IT Coordinator

Using Internet:

All banking in Pakistan become online so Alfalah also use Internet for online banking.
All branches are connected with each other by the LAN (Local Area Network) for online
banking.
By Internet they provide customers web site by which they come to know current balance
and other policies of bank.
Online account transaction: involves updating transactions for new events
Offline account transaction: involves updating transaction locally. Not in a written
form.
Internet is supplementing supporting their business

USER ID AND PASSWORD: The User ID and password issued to user is for user
security purposes.

NO SIGNATURE REQUIREMENT: When any payment or other on-line service

generates items to be charged to your account, you agree that we may debit the
designated account without requiring your signature on the item and without any notice
to you.

NOTICE OF LIABILITY: Tell us AT ONCE if you believe your password has been
lost or stolen. Telephoning us is the best way of keeping your possible losses down. You
could lose all the money in your account (plus your maximum overdraft line of credit).

42
BILL PAY ACTIVITY: If you do not use your bill pay service once during a time
period, then bank will de-activate your account automatically. This is a security option
that is implemented to protect you account.

VIRUS PROTECTION: Bank is not responsible for any electronic virus or viruses that
you may encounter. We encourage our customers to routinely scan their PC and diskettes
using a reliable virus product to detect and remove any viruses. Undetected or unrepaired
viruses may corrupt and destroy your programs, files and even your hardware.
Additionally, you may unintentionally transmit the virus to other computers.

Trouble using Internet Banking?

From time to time some persons may experience trouble using our Internet Banking
service. Because every machine is different, we are not able to diagnose the cause of
every possible difficulty, but we can offer a few solutions to common problems we have
seen.
1: Ensure you are using a modern browser.
2: Antivirus and Antispyware programs should protect your machine
3: Check the speed of your Internet connection.
4: Ensure you have the Java Virtual Machine installed.

Type of distribution system:

Definition:
A local area network (LAN) supplies networking capability to a group of computers in
close proximity to each other such as in an office building, a school, or a home. A LAN is
useful for sharing resources like files, printers, games or other applications. A LAN in
turn often connects to other LANs, and to the Internet or other WAN.
Specialized operating system software may be used to configure a local area network. For
example, most flavors of Microsoft Windows provide a software package called Internet
Connection Sharing (ICS) that supports controlled access to LAN resources.

In Alfalah the best distribution system is LAN, because it is easily linked with one branch
to other. By this linkage online banking become easily.

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E-COMMERCE IN ALFALAH BANK:

Alfalah bank has its intranets and extranets. It provides online services to the customers
all over Pakistan and throughout the world.

For example:

Online transactions are made, customers can open or close their accounts online and
customers can check their balance through online banking.

NETWORKING SYSTEM:

Alfalah bank has its intranets and extranets. All the branches are interconnected through
online banking. Bank has its own software hardware and subsystem. Alfalah bank has
network connections with PTCL, Wateen and Wimax.

KIND OF E-COMMERCE:

Alafalh bank does online banking through which customers can open or close their
accounts, online transactions are made, credits cards and other service cards are issued
etc.

MANAGEMENT OF E-COMMERCE BY DIFFERENT DEPARTMENTS:

All the departments of Alfalah bank are interconnected. It has each supervisor for each
department. Each department is providing services to the customers.

For example

MIS department has its IS programmer who regularly updates the soft wares, antivirus
programs and keep on checking the network system of the bank.

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COMMUNICATION TO OTHER ALFALAH BRANCHES:

Alfalah bank communicates to other branches through extranets, through internet etc. All
the records are sent to the head office branch and each branch manager directly
communicates with other branch managers and with the head office branch manager.
Alfalah bank manages its internal business through intranets.

TIME AND COST REDUCTION:

Alfalah has its own software named “MARGRAN” which is regularly updated. Besides
this, Alfalah bank is using high speed connection of PTCL, Wateen and Wimax through
which the time to provide services has reduced. High speed internet connections have
also reduced the cost of doing work.

WEB CUSTOMER SERVICES OF ALFALAH:

Alfalah bank is providing online banking services to the customers. It has its own
website. Online advertisements are made, new packages are given, sms alerts, facilities
are given to the customers, feedback is taken and helpline is present for the customers.

MINOR CHANCES OF HACKING:

Alfalah bank has installed the latest version of antivirus force. Hacking of data or frauds
are of minor chances. Alfalah bank doesn’t provide services like opening or closing of
accounts, debit or credit cards issuance, car financing etc without satisfaction. Security
level has been improved a lot.

45
DATABASE MANAGEMENT SYSTEM OF ALFALAH BANK

Alfalah bank has a database system which is upgraded constantly according to the
requirements.

TYPE OF DATABASE:

Bank Alfalah is using network database where there is no concept of parent child node
but a node can be connected with other node. In this system one node can be connected
one or more nodes. The main node is known as OWNER and the others are known as
MEMBERS.

N1 N0

N2

N2

46
SECURITY OF DATABAES:

The alfalah Bank has IT room which is very secure. The backup server provided in the
room is also secured. According to manager the chances of hacking or theft in Bank
Alfalah are minimum and for more security CD write is available in the Bank.

Login and access support is present. Usernames are assigned to bank employees along
with changeable passwords. At the required time the system warns the users to change
their passwords.

ACCESS OF DATABASES:

The database is accessible for the users who can see the required information from it. The
users are only employees who can access the database of the bank and some user rights
are given to them but the update right is only to the head office IT manager named Mr.
Naeem. However if some branch managers need to update the database then they first
take permission from Mr. Naeem and then can update the data.

STRUCTURED QUERY LANGUAGE (SQL):

The structured query language used in Alfalah Bank is VISUAL BASIC. All the data in
databases is in visual basic language.

REPORT REGARDING CUSTOMER INFORMATION:

The database system of Alfalah bank is upgraded regularly on new information given by
the customers but after verification. A report is generated and it is sent to the branch
manager and later on to the head office branch.

CONTROL OF REDUNDANCY OF DATA:

If the data is present already then the new data is not taken so redundancy doesn’t occur.
If the new information is provided by the customer then the amendments are made in the
previous data, new database system is not generated every time.

RESTRICTIONS REGARDING DATABASES:

Customers can check their account’s balance, can use ATM services and get a mini
statement, utility bills can be paid etc otherwise rights to check the database of the bank
is not given to the customers. This right is only confined to the bank employees who can
willingly change their passwords.

47
MANAGERIAL LEVEL OF DATABASE ADMINISTRATOR:

Alfalah bank Wah Cantt branch has no database administrator but in the head office
branch, DBMS administrator is of top managerial level named Mr. Naeem

UPDATING AND MAINTAINING DATABASES FOR NEW TRANSACTIONS:

While databases can efficiently hold large amounts of information that can be queried,
all that data and all that querying power is useless if the data is incorrect or nonsensical.
Databases provide a plethora of techniques for ensuring the integrity and consistency:
primary key and unique constraints can be employed to ensure entity integrity; foreign
key constraints aid in ensuring relational integrity, and transactions help ensure that the
database's data remains consistent.

While INSERT, UPDATE, and DELETE statements are the most granular operations for
modifying a database's underlying data, at times we want to treat multiple INSERT,
UPDATE, and/or DELETE statements as one atomic operation. That is, in certain
situations, rather than having each INSERT, UPDATE, and DELETE statement stand on
its own, we want the set of statements to be, together, an indivisible unit. When issuing
this set of statements we want either the entire set of statements to succeed, or all to fail -
there should be no 'in-between' state.

The Common Steps of a Transaction

When using transactions you'll typically use the following sequence of steps:

1. Indicate that you want to start the transaction. All commands from this point
forward are part of the logical, atomic operation.
2. Issue the discrete commands - the INSERT, UPDATE, and Deletes that make up
your transaction.
3. If any of these commands cause an error, rollback the transaction. Rolling back a
transaction has the effect of undoing the effects of all previous statements in the
transaction.
4. If all steps succeed, commit the transaction. This persists the changes made
throughout the transaction to the database.

- Alfalah bank is updating and maintaining database after 15 days for

new transactions. According to requirement they update or make
changes in DBMS.

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 - In Alfalah bank VISUAL application is used.

SHARE DATA IN DATABASE FOR USERS:

Users can easily see his account his debt, credit, and liability by the database.
Customers also get information for the online databases.

Alfalah bank is not providing database for users or customers because of security
reasons. Banks are not giving the rights for that. Online databases also not available
there.

DATABASES WAREHOUSES:

A data warehouse stores data from current and previous years that has been extracted
from the various operational databases of the organization. It is used by the manager
for business analysis, market research etc.

-Alfalah bank has the warehouse of database in main branch, Karachi branch and data
is transmitted from other branches to the main branch, and after transmission of data
it is deleted from other branches after specific period mostly 15 days.

49
These policies allow Alfalah Employers to retain their intellectual capital (important
employees). These Employees are rewarded by Alfalah Bank for their loyalty in many
ways.

BONUSES AND INCREMENTAL PACKAGES:

The intellectual capital is also offered different incremental packages by the bank during
their service period in order to obtain their loyalty. In this way, there is lesser movement
of intellectual capital out of the bank. Also greater turnover is obtained through efficient
task handling by these employees.

POLICY AGAINST COMPETITORS’ STRATEGIES:

Competitors are always searching for intellectual capital working in their rival
organizations. So in order to safeguard its employees from resigning from the bank due to
competitors offers, Alfalah offers a very sound and secure environment to its employees.
It also offers incentives which are mostly financial. Also Alfalah hires employees on
permanent basis instead of contract basis.

INSURANCE POLICY:

As the Alfalah Bank has an insurable interest in the lives of their intellectual capital. In
view of this life insurance cover for employees are used where the premiums are paid by
the bank. The main reasons for the bank to have its employees lives covered are:

• As a reward for good service to a select band of employees.

• As an encouragement for continuation in the service.
• As a welfare measure and provision for his old age/ dependents.

50
We have given following recommendations for the improvement of Afalah’s MIS
system.

1- Operating system must be upgraded from windows XP 2003 to windows vista for
much better performance.

2- The SQL language that is being used is visual basic but it could be replaced by
Microsoft SQL Server 2000.

3- At present time bank Alfalah head office Karachi is used as ultimate backup for
database of Wah Cantt. But it is recommended that this branch should also have
its own backup server.

4- The IT department in Wah has very small space. It should have more places
where more IT managers should be hired so that for each new problem they do
not need to consult with the head office, like for updating the database or any
other problem which occurs in the system should be handled easily.

51
We have concluded about the project of MIS of Alfalah bank that being a project of Abu
Dhabi group of banking, Alfalah has made its place in the market very quickly. All
products and services offered by the bank are of high quality. Although its IT department
is not very expanded but it is sufficient for the local Wah branch. The bank is satisfying
the needs of business customers and other customers through its services and pleasant
environment.

52
INDIVIDUAL REFERENCES:

1. Mr. Kamran Saeed

Relationship Manager,

Bank Alfalah Ltd, Wah Cant.

Phone #: (051) 4539425-28, Extension: 225

Email ID: kamransaeed@bankalfalah.com

2. Mr. Ibrar Hussain Anjum

IT Manager,

Bank Alfalah Ltd, Wah Cant.

Phone #: (051) 4539425-28, Extension: 211, 214

INTERNET REFERENCES:

1. www.google.com.pk

2. www.bankalfalah.com

3. http://en.wikipedia.org/wiki/Bank_Alfalah

4. http://www.alfalahsec.com/Reports/AFS-PSO-09MAR09.pdf

5. http://www.scribd.com/

53
1. Do you have MIS department in your organization?

2. Are any decisions at your organization being made through intranets and
extranets?

3. What security measures are you taking while providing online banking services?

4. Do you hire any IS specialists (programmers, analysts, system operators etc.) for
upgrading the IS department?

5. Please list the softwares you are using in your organization?

6. How do you control (feedback) the system performance in your organization?

7. Does Bank Alfalah belong to any business ecosystem?

8. Do you face any rising societal risks in the IS department of your organization?

9. Does Bank Alfalah provide any self services to its customers?

10. Is computer based real system being used in your organization?

11. What is the hierarchy of MIS department in your organization?

12. Which web services are being provided to the customers through your bank?

13. Are you using data warehousing and data mining techniques in your organization?

14. Is IT mandatory for your Bank?

15. Are you using IT to communicate with your customers e.g in marketing ,
distributions or service strategies ?

16. Do you welcome innovations?

17. Do you have project teams and what are their purposes?

18. Does the informal listening sessions are held in Bank regarding employee needs
and customer problems?

54
19. Does the Bank have champions and are they being provided with facilities they
needed?

20. What is the ratio of Investment in IT department?

21. Is the Investment being improved in IT department?

22. Is the balance in decision making is maintained among IT and other departments?

23. Do you have any e-commerce in your bank?

24. How is your networking system?

25. What kind of e-business Alfalah bank does?

26. How are your different departments managing their e-commerce?

27. How does Alfalah bank communicate to other branches in different cities?

28. How does Alfalah bank manage its internal business?

29. How much the telecommunication has reduced your time and cost?

30. How much the Alfalah bank is managing its web customer services?

31. Has the Alfalah bank ever experienced hacking of data from their branch?

32. Which operating system are you using in your organization?

33. Do you backup your PC’s? If yes then how?

34. What technology is used by Bank Alfalah for conduction of business?

35. Does Bank Alfalah need new technology for better performance in future? If yes
then which type of technology?

36. Does the Alfalah bank has a database system and do you update it?

37. Does Bank Alfalah maintain login and access support for its database users?

38. What type of data is important to your organization (customer data, employee
data etc.)?

39. Does the Alfalah bank generate a report regarding customer’s information?

55
40. How does the Alfalah bank control redundancy of data and do you make new
database system whenever new information comes?

41. How much restrictions the Alfalah bank has placed on its database system
regarding customer’s point of view?

42. To what managerial level does the database administrator of Alfalah bank belong?

43. Are you using separate tables or a single table in DBMS?

44. What is the importance of IT architecture and Infrastructures of organization?

45. Is company using Internet?

46. List of hardware you are using?

47. Which type of distribution system you use?

48. For best IT infrastructure how much you invest in organization?

49. What are their policies for different intensive?

50. Is Internet is supplementing supporting their business or just a luxury?

51. Are you updating and maintaining databases for new transactions or events?

52. Are you providing information for users that share data in database?

53. Do you have databases ware houses?

54. Do you provide online databases?

55. Which database application is used in your organization?

56