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Managing information system for a better banking services

( Télécharger le fichier original )
par Jean Damascene HABARUREMA
Kigali independant université - Graduate 2009
  

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KIGALI INDEPENDENT UNIVERSITY

(ULK)

FACULTY OF ECONOMIC SCIENCES AND MANAGEMENT
DEPARTMENT OF MANAGEMENT
P.O.BOX. 2280 KIGALI - RWANDA

«MANAGING INFORMATION SYSTEMS

FOR A BETTER BANKING SERVICES»

The case study of FINABANK SA

Kigali main branch (2004-2008)

A dissertation submitted to the faculty of Economic Sciences and Management in partial fulfillment of the academic requirements for the award of a «Bachelor's» degree in Management.

By HABARUREMA Jean Damascene

Supervisor: Okoko OSAMBO

Kigali, November 2009

DEDICATION
To the Lord Almighty God;

To our beloved parents: Our Mother Leoncia MUGOYIKAZI and our grand-Mother Pricilla
NYIRABEZA

To FARG: The Genocide Survivors Assistance Fund of Rwanda
To our family;
To FINABANK Top Management;
To all of our friends and Colleagues,
We dedicate the result of our scientific research.

ACKNOWLEDGEMENTS

This work would never come to the end without the assist of many people. We are grateful to all who have contributed to the realization of this scientific research.

May, our deepest appreciations goes to the Government of Rwanda for their positive contemplation by creating fund as FARG is concerned; if it couldn't be their efforts we could never enter ULK's gates. Also our deepest thanks goes to our lovely Campus and his Excellency ULK president and founder, Prof, Dr. RWIGAMBA Balinda for the advices he gave us for each and every beginning of the academic year.

Our special thanks go to Mr. Okoko OSAMBO who supervised our entire research work and gave our good academic advices, as well as allowed our distressing his busy schedule to contact him anytime we needed his assistance to complete this work.

Finally, our thanks goes to «group number one of year four, Management, day session,» which we belonged, for provided us with moral support.

May Almighty God bless all of you, in the name of Jesus Christ!

DECLARATION

I, HABARUREMA Jean Damascene, declare that, except where otherwise indicated, this document is entirely my own work and has never been submitted in whole or in part to any other university.

Signature: Date:

ABSTRACT

The research study was on «Managing Information Systems for better banking services». It looks a case study of FINABANK SA Kigali main branch. The objectives were; to investigate upon the Management of Information System within FINABANK SA and to know whether the Management Information Systems contributes significantly to the better banking services of FINABANK for the 2004-2008 time frames. The hypothesis stated as «FINABANK SA manages effectively its Information Systems, means, in relation to the scientific theoretical presented framework and that the Management Information Systems contribute to the better banking services of FINABANK SA for the 2004-2008 time frame. The researcher used both the primary data by use of structured interviews, and observation techniques and secondary data gotten mainly from documentaries. Research findings revealed that FINABANK implements, as it should, the Management Information Systems and its components significantly contribute to the better banking services of FINABANK SA.

LIST OF ACRONYMS AND ABBREVIATIONS

ALCO : Assets & Liabilities Committee

ALU : Arithmetic and Logical Unit

ATM : Automatic Teller Machine

BACAR : Banque Continentale Africaine au Rwanda

CD : Compact Disk

CEO : Chief Executive Officer

CEO : Chief Executive Officer

CPU : Central Processing Unit

CRI : Crédits, Risques et Impayés

CRT : Cathode-Ray Tube

CSR : Corporate Social Responsibility

DVD : Digital Versatile Disc

EXCO : Executive Committee

FARG : Genocide Survivors Assistance Fund of Rwanda

FINA : Financial Institution for Africa

GUI : Graphical User Interface

HP : Hewlett Packard

HRD : Human Resource Department

IT : Information Technology

LAN : Local Area Network

LCD : Liquid Crystal Display

MIS : Management Information Systems

NBR : National Bank of Rwanda

NIC : Network Interface Card

PC : Personnel Computer

P.O. Box : Post Office Box

RAM : Random access memory

RDB : Rwanda Development Board

RDB : Rwanda Development Board

ROM : Read Only Memory

SAN : Storage Area Network

SME : Small and Medium Enterprise

LIST OF FIGURES

(Page N°-)

Figure-1: MIS Terminology 11

Figure-2: Dimension of Information 13

Figure 3: Management Information Systems (MIS) Components 16

Figure -4: Hardware components of a computer system. 17

Figure-5: Input devices 18

Figure-6: Output devices 20

Figure-7: Classification of the computer 22

Figure-8: Equinox Banking System 33

Figure-9: Equinox Banking System's interface 42

Figure-10: New credit declaration interface from CRI system: 44

Figure-11: New credit declaration interface from BNR system software 45

Figure-12: Risk situation interface from CRI system Software: 45

Figure 13: Risk situation interface from BNR System software 46

Figure-14: Credit arrears report from BNR System software 46

Figure-15: Leasepac system software 47

Figure-16: Applicant information interface from LEASEPAC software 48

Figure-17: Debit interface of BNR System Software 49

Figure 18: Sequential and parallel process 52

Figure-19: A Storage Area Network (SAN). 53

Figure-20: Credit analysis procedure 55

Figure-21: Employee mouvement situation into FINABANK 59

Figure-22: Impact of IT infrastructures to FINA performance 64

Figure-23: Impact of people to FINA performance 73

LIST OF TABLES

(Page N°-)

Table-1: Maslow's hierarchy of needs 27

Table-2: Equinox System hardware 32

Table-3: Video Surveillance Hardware 35

Table-4: Queue Management Hardware 37

Table 5: Communication Hardware 38

Table-6: Fire safety equipments 39

Table-7: General conclusion 76

TABLE OF CONTENTS Page N°

DEDICATION II

ACKNOWLEDGEMENTS III

DECLARATION IV

ABSTRACT V

LIST OF ACRONYMS AND ABBREVIATIONS VI

LIST OF FIGURES VIII

LIST OF TABLES IX

TABLE OF CONTENTS X

GENERAL INTRODUCTION 1

1. SCOPE OF THE STUDY 2

2. PROBLEM STATEMENT 3

3. HYPOTHESES 4

4. SIGNIFICANCE OF THE STUDY 1

5. OBJECTIVES OF THE STUDY 5

6. Research methodology 5

6.1. Techniques USED 5

6.2. METHODS USED 7

7. CHAPTERIZATION OF THE STUDY 9

CHAPTER 1 : THE LITERATURE REVIEW 10

1.1. INTRODUCTION 10

1.2. MEANING AND ROLE OF MIS IN THE ORGANIZATION 11

1.2.1. Management 11

1.2.2. Information .. 12

1.2.3. Systems 15

1.3. COMPONENTS OF MIS 15

1.3.1. HARDWARE 16

1.3.2. SOFTWARE 23

1.3.3. DATA 24

1.3.4. PROCEDURES 25

1.3.5. PEOPLE 25

CHAPTER 2: MANAGEMENT INFORMATION SYSTEMS IN FINABANK 28

2.1. PRESENTATION OF FINABANK 28

2.1.1. FINABANK-Rwanda Background 28

2.1.2. FINABANK Corporate Governance 29

2.1.3. FINABANK's Mission 30

2.1.4. FINABANK Social Responsibilities 30

2.3. THE «HARDWARE» COMPONENT OF THE FINABANK INFORMATION SYSTEM 31

2.3.1. Equinox Banking Hardware 31

2.3.2. Video Surveillance Hardware 35

2.3.3. THE Queue Management Hardware 36

2.3.4. Network Communication hardware 37

2.3.5. Fire Safety Hardware 38

2.4. THE «SOFTWARE» COMPONENT OF THE FINABANK'S INFORMATION SYSTEM 39

2.4.1. The FINABANK's System Software 40

2.4.2. FINABANK's Application Software 41

2.5. THE «DATA» COMPONENT OF THE FINABANK'S INFORMATION SYSTEM 50

2.5.1. Introduction 50

2.5.2. The Database and Database Management System (DMS) in FINABANK 51

2.5.3. FINABANK Data Processing 51

2.5.4. FINABANK's Data Storing 52

2.6. THE «PROCEDURES» COMPONENT OF FINABANK'S INFORMATION SYSTEM 54

2.6.1. Account opening procedure 54

2.6.2. Employee recruitment procedure 54

2.6.3. Credit Analysis Procedure 55

2.6.4. Fire safety procedure 56

2.6. THE «PEOPLE» COMPONENT OF FINABANK'S INFORMATION SYSTEM 56

2.6.1. Introduction 56

2.6.2. Being an Information-Literate Knowledge Worker 57

2.6.3. Being a Motivated Employee 58

2.7. CHAPTER 2: SUB CONCLUSION 60

CHAPTER 3: BENEFITS OF MANAGEMENT INFORMATION SYSTEMS (MIS) TO FINABANK BETTER BANKING SERVICES 61

3.1. INTRODUCTION 61

3.2. BENEFITS OF «HARDWARE» TO FINA BETTER BANKING SERVICES 61

3.2.1. Benefits of the Equinox Banking Hardware 61

3.2.2. Benefits of the Video Surveillance Hardware 62

3.2.3. Benefits of the Queue Management Hardware 62

3.2.4. Benefits of the Network Communication hardware 63

3.2.5. Benefits of the Access Control Hardware 63

3.2.6. Benefits of the Fire Safety Hardware 63

3.3. BENEFITS OF «SOFTWARE» FOR FINA BETTER BANKING SERVICES 66

3.3.1. Benefits of the EQUINOX Banking Software 66

3.5. BENEFITS OF «DATA» FOR FINA BETTER BANKING SERVICES 69

3.4. BENEFITS OF «PROCEDURES» FOR FINA BETTER BANKING SERVICES 70

3.4.1. Benefits of the Account opening procedure 70

3.4.2. Benefits of Credit analysis procedure 71

3.4.3. Benefits of Employee recruitment procedure 71

3.4.4. Benefits of Fire safety procedure 71

3.5. BENEFITS OF «PEOPLE» FOR FINA BETTER BANKING SERVICES 72

3.6. THE CHAPTER 3: SUB CONCLUSION 74

GENERAL CONCLUSION 75

OBSERVATIONS: 80

SUGGESTIONS: 81

BUBLIOGRAPHY 83

ANNEXURE

GENERAL INTRODUCTION

1. SIGNIFICANCE OF THE STUDY

According to LAUDON, K and LAUDON, JP, economies of different countries are facing the third economic revolution. During the first revolution, their economies have transformed themselves from an artisan one to an agrarian powerhouse, capable of feeding large segments of the world population. In the second revolution, they transformed themselves from an agrarian society to an industrial power based society.

Now, in the third revolution, in progress, these countries are transforming themselves into the knowledge and information based service economy, called «the knowledge and information based service economy»; an economy into which information, technology and systems take a great importance.1

Today most people no longer work in farms or factories but instead they are located in sales, deliveries, education, healthcare, banks, insurance firms, law firms, etc.

The rhythm of these changes accelerates and continues, today does not look like yesterday and tomorrow will be completely different. The jobs will primarily involve working with information, managed by information systems.2

This study has been chosen so as to investigate upon the usefulness of Information Systems to the growth of FINABANK SA.

Richards M. stated that Management theory and practice have undergone radical
changes in the past two decades; these changes will inevitably continue and even
accelerate. It is no longer enough that managers be skilled in a functional specialty such

1 LAUDON, K. and LAUDON, J.P. «Management Information Systems: Organization and Technology,» Prentice-Hall of India: New Delhi, 1999, p.6

2HAAG, 2nd

S., CUMMING, M. and DAWKINS, J. »Management Information Systems for the Information Age,»: Edition, McGraw Hill/Irwin, Boston, 2000, p.14

as engineering or marketing and that they understand the traditional functions of planning, organizing, and controlling.3

Something more is needed, the systems approach to management, coupled with the ability to participate to the design and the utilization of computer-based information systems. Indeed, the systems approach is the new philosophy of managerial life. We are now in the «age of systems.

We are sure that this kind of research comes at right time and on right place because it leads to following results:

-Provide a more up-to-date and integrated treatment of organization and management, as well as emphasize the utilization of management information systems to improve the art of managing banking institution.

-To get practicing managers and students of management to «think systems».

This kind of research is not only interesting for those initiate to computer system management but also for the computer specialist by improving the utility of the systems.

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