Information Systems supporting Business Processes

Unit Code: CIS 13

Assignment 1 – Part B

Executive Summary

The ANZ Bank has an organisational structure which is divided into geographic location. The focus of this report is on the Australian Division and The Retail Distribution Functional Area. All functional areas within any business are support by a number of business processes. One business process which supports ANZ’s Retail Distribution functional area is Retail Lending. This particular business process plays a big part in creating revenue and ensuring that any risks in lending are kept to a minimum. Management and sales staff within Retail Lending use two types of Information Systems (IS), Hogan and Seibel Customer Relationship Management (CRM). It is these IS which allow ANZ to create their revenue and ensure the appropriate risk assessment is being use. Information Systems are used in all types on businesses globally; they add value to the organisation and also to the customers.

Table of Contents
Executive Summary 2
1. Introduction 4
2. Retail Distribution – Functional Area 4
2.1. Business Process 4
3. Customer Information System – CSC HOGAN Systems 5
3.1. Supporting Business Process 5
3.2. Value Add 5
3.3. Inputs, Outputs and Feedback 5
3.4. Requirements 5
4. Customer Relationship Management System - SEIBEL 5
4.1. Supporting Business Process 6
4.2. Value Add 6
4.3. Inputs, Outputs and Feedback 6
4.4. Requirements 6
5. Conclusion 6
References 7
Bibliography 8
Appendix 9
1.1 9

1. Introduction

ANZ provides a range of banking and financial products and services to approximately 8 million customers and spans across 32 countries in Australia, New