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Technology Management

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Case Write-up (Case 1)

1. Problem Analysis
Providian Trust is a trust company that is a leader in the financial and fiduciary service which locates in New York with total 216 branches. Recently, there was an extraordinary difference of opinion between Providian Trust’s internal auditor and the leaders of a major information technology project in the trust division. After reading the case, I found below problems: * Lack of effective communication and engagement with the frontline trust officer and clients for better cooperation * Lack of internal alignment, internal centralized control and team cooperation * Lack of experience * Lack of realistic project deadline for efficient * Failure to fully implement the UAT test * Training was not provided properly * Fear of change and technology

2. Recommendation * Enhance communication among all divisions and parties of the company and get the people who are going to be affected by the change to be involve in it * Extend deadlines of the project and clear deadline to set the correct expectation * Senior management’s engagement and participation is very important and should be trigger at the very early stage. * Implement a full testing of the project * Provide the proper training to users

3. Any relation or learning with the current practice in my company? Other than the call center business, my company is also an ITO company developing software and platform for internal and external clients. We have developed a very successful process to deliver the service to avoid the problems happening in the Providian Trust. Here are the processes utilized by the corporation. Case Write-up (Case 2)

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