Various Stages

Customer Sourcing:
The First process is the CUSTOMER SOURCING
which consists of dealing with customers in
three ways:
• RECOMMENDED
• WALK-IN
• PHONE (Database)
 Various Stages
Product Department:
Product Department mainly involves designing the card. It also
decides the following features of the card
• Type of card.
• The quality of plastic to be used
• Target customer base(Lower, Middle or Upper class)
• Design the form needed to filled for issue
• Statutory approval(Government basic conditions)
• Co-ordinating with the marketing department for the sales strategy of
the card.
• Ratio of default (repair of cards, lost and found or dues)
• The utility rate of the card.
 Various Stages
Sales department:
Now after getting the customer details form
the customer sourcing process sales are
activated. The sales are carried out in two
ways.
• CHANNEL SALES
• DIRECT SALES
 Various Stages
Levels of screening:
• The form , completely filled in all aspects along with necessary attested and
original documents is forwarded/submitted to the credit card issue counter .
The file of the applicant is then transferred to the credit team.
• The credit team accesses all the information filled in the form.
• The credit team then decides the credit limit which can be approved for this
applicant.
• Once the credit team sets the credit limit, the file is then transferred to the
verification team.
• The verification team then calls up the client and confirms the details. The
verification team also informs the client that they will personally visit them to
complete the verification process.
• Once the verification process is over the file is then transferred again to the
credit team
 Various Stages
• Immediately after the documents are found to
be valid and genuine by the above
departments, the Credit Card Limit is allotted
to the customer’s profile
• This information is used to generate the
plastic and the magnetic strip with the
allotted card limit.
 Various Stages
Delivery of the card:
• Once the card is ready the product
department courier it to the customer address
and the customer can use the card for the
daily purpose purchasing activity.
 Various Stages
Lost Card:
• In case the credit card is lost, the customer has to call
the 24hr customer service center and request to block
the card.
• The credit card is immediately blocked and carries zero
credits .
• The customer has to go to the bank and fill up a form
which is again verified by credit team.
• Once the form is verified satisfactorily , a new credit
card is generated and issued to the customer.
Flow Chart Before
modifications
DFD before
modifications
 Flaw in the existing system
Flaw in the system and suggesting feasible alternative:

• In the existing system the data is flowing form credit team to verification
team. The problem with this system is that data goes to two different
departments and then comes back to the credit team where the final credit
limit is decided. Here if the one of the team is not able to verify the data the
flow stops and delay occurs.
• To overcome this we have suggested that the data must flow simultaneously
in both the teams namely Credit team and Verification team this would
reduce the time and also working of both the teams would independent to
each other.
• The flow chart of the modified system is shown on the next page. There are
no changes in the DFD as the information remains the same only the flow
changes.
 Operations Feasibility
• The first flaw was recognized in the internal
process of the credit card issuing system. The
changes suggested are feasible enough to
implement as they are related only to internal
process. Here, no technical glitches are present,
only the flow of data is changed.
• the client file is now simultaneously passed on to
the credit team as well as verification team
instead of credit team and then verification team.
 Advantages:
• A lot of time is saved since two simultaneous
processes are running at the same time.
• Even if one process e.g. data verification
process gets stuck , credit team can finish its
work and generate its report .
• Errors can be easily detected and it can be
stopped from further entering the process.
 Future Anticipated problem
• One of the problems that can arise is the
synchronization between the credit team and
the verification team. If the synchronization is
not there then the data which is required for
deciding the credit limit will not be sufficient
and the process will be delayed.