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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 Japans 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 countrys 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 Metrobanks 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. Alio 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 callers 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. These tools include PeriView, for system
configuration and online 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 todays
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 callers 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 Quantity Price Total Cost(P*Q)
IBM System
x3400M2
1 P 159,995

P 159,995


b. Peripherals
Table 13

Item Quantity Price Total
Cost(P*Q)
Epson Stylus TX400
scanner/copier/printer
1 P 6,990 P 6,990








Network Media and Equipments
a. Medium
Table 14

Item Quantity Price Total Cost(P*Q)
UTP
(unshielded
twisted pair)
250m P 5.00 P 1,250.00
RJ45 connector 100 P 3.00 P 300.00

b. Equipments
Table 15

Item Quantity Price Total Cost(P*Q)
Linksys BEFSX-
41 4 Port
Cable/DSL
Router with
Firewall
1 P 3,350

P 3,350

Linksys WAP
54G Wireless G
Access Point
1 P 3,695

P 3,695

Linksys SD-216
16 Port Switch
2 P 2,850

P 5,700


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
Maintenance of
Computers
0 P 100,000 (P100,000) (P100,000)
Upgrade of Hardware 0 P 50,000 (P50,000)
Update of Software 0
Maintenance of Server 0 P 10,000 (P10,000) (P10,000)
Installation of 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 administrations 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 ELITEs 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