Unit - 8
Case Studies
The Mission Statement of THF is
‘To be the first choice in fulfilling the needs for a home, by providing financial and other value added services through personalized and world class service at competitive rates’.
Business
THF, besides offering initial services to build confidence in the customer, has several innovative products carefully built for all types and kinds of customers. The products currently offered and their business in percentage is given in figure.
Business Infrastructure
The business is obtained through several channels. Each branch deals with walk-in customers and helps them to run through a process of request for loan, starting from Assessment, Requirement, Application submitting, Sizing and Costing, Technical and Legal guidance, Facilitation, Processing and Disbursement. Next important business sourcing is through Builders and Real Estate Developers through Project Tie-ups. The personal approach to customers is through DSAs.DSA visits prospects and solicits business. The corporate business is brought through Sales Manager who interacts with CEO and MD of the organization. The break- up of business by channels is shown in Table.
.
THE ORGANISATION
THF Enterprise Model
THF organization structure is fl at, built over five levels (Figs 1.2 and 1.3). The structuring principles are single window service concept, Dual approval, segregation of competencies, select jobs multi-skilled. The formal communication channels are
THF Enterprise Model.
Typical Branch Model
THF Business model is based on five business functions, namely Resourcing of Funds, Marketing and Sales, Legal and Commercials, Finance and Accounting and Services. THF Business Model is shown in figure.
Business Analysis and Strategy
The Strategy is to
- Attract the prospects to THF by providing broad band of services at competitive rates. It would therefore need business strategies that will accelerate the pace of growth in next year or two.
- Build business strategy for rapid growth THF has focused on customer and customer services that would bring rapid growth and attain a position of strength in the Home finance market.
The strategy is built on the following four factors.
• Products to meet most sought requirements of customer
• Cost benefit ratio attractive to the customer.
• Service excellence through effective response.
• Total solution assistance to build a dream home.
Effectiveness of Business Strategies
THF recognises that this can be achieved through information support to customer as well as to THF personnel at any level, when needed anywhere.
THF therefore has gone into detail requirement study of information needs required to manage the
Following
• Customer servicing
• Customer performance monitoring
• THF performance evaluation
• Cost control; Finance and operations
• Credit appraisal
• Risk assessment
• Adherence to service standards, evaluation and monitoring
• Proposal processing: entry to disbursement to collection and recovery
THF has identified following business processes as mission critical applications.
• Loan application processing system
• Credit risk appraisal system
• Customer relations management system
• Funds management system
All other functional systems such as Accounting, HR, Purchase etc. are important but do not have direct
Impact on the business of THF.
Scope of New System
The scope covers broad band of systems and applications with emphasis on the following.
• Customer Interaction
• Customer Relations
• Resource Management
• Marketing and Sales
• Product Design and evaluation
• Credit appraisal and Risk Assessment
• Proposal Processing
• Building Support and dedicated database for designing innovative products
• Accounting and Finance Management
• Customer Servicing
• Strategic Management
• E-training and Learning
Information System Architecture
THF Business Function Systems Architecture
Four-pronged business strategy is supported by state of the art technology based information Management
Solution. The solution is designed for THF enterprise as a business solution supporting information needs for Operations management, Business Management and Strategic Management of Resource and Product.
The solution is designed for supporting the following.
• Continuous Innovative Product Management.
• Fastest Service delivery.
The Business System Architecture required for business strategy implementation is given in Fig. It has main functions namely
• Customer Relations MGT
• Disbursement Management
• Loan Management System
• Marketing and Sales
• Resource Management
• Training
Relationship Model
The business model is executed through relations management between major partners in home
Financing business. THF considers home financing as a ‘people to people’ business where trust,
Integrity and service are held in high esteem. Relationship Model is shown in Figure.
The core business functions model is given in Figure. This business functions is fundamental
Of THF business operation.
Application System Architecture
Four-pronged business strategy is supported by state of the art technology based information Management solution. The solution is designed for THF enterprise as a business solution supporting information needs for Operations management, Business Management and Strategic Management of Resource and Product.
The solution is designed for supporting the following.
• Continuous Innovative Product Management.
• Fastest Service delivery
Business Functions System Architecture
Relationship Model
Business Functional Model
The solution is made of 17 different applications systems, comprising ERP system, Legacy systems;
Groupware Applications, CRM and data warehousing systems.
The Figure shows application systems architecture
Each applications is designed with following characteristic.
• No data redundancy.
• Business policy, rules and guidelines embedded in the application.
• Layered approval systems with technology application of work group and work flow.
Technology Solution Architecture
Access to information processing to meet just in time need of decision making.
• Capable of information processing analysis and decision making as a support for all personnel
Across the organization.
Management Information Systems
With full implementation of this application system architecture, present MIS will be undergoing a sea change. Besides normal status reporting it will provide following additional reports for managers operating at various levels.
- Project Status Report
- Rejected Loan Applications
Application System Software
- Turn Around Time Report
- Demographic Details Report
- Refinance Claim Report
- Rural Housing Loans Disbursed
- Repayment Reports
New MIS will strengthen decision making and is expected to improve management of the following.
- Resource
- Risk
- Recovery
- This will also enable effective control on the following
- Cost
- Credit
- Customer choice
All this will result into a truly world class service company offering a basket of products through single window creating a THF brand loyalty confirming trust, stability and integrity in Tata Home Finance.
Online applications are not just about putting content online, but putting sophisticated applications online. Applications today need to have the ability to have a high level of sophistication, great usability as well as high level of scale – both from the technology stand point as well as manageability stand point.
Client Profile
US based Product company focusing on building applications around collaboration across industry verticals.
Business Situation
The customer, when they started off with their business, were focusing on collaboration based applications. In the first 2 years of their operations, they had a product that offered services to universities for collaborations around funding opportunities and grants. As the business grew, there were more customers signed up and the same application was replicated across different implementations. At the end of 2 years, they had 6 implementations of the same product, across different domains catering to the same theme of collaboration. The business was growing for them, and so were the costs. With little documentation in place, our customer was also finding it difficult to engage other partners and vendors for developing applications.
Solution
Synoverge team of technologists, designers and architects engaged with the customer for an initial period of 4 weeks to understand their existing product, its overall vision, current features, architectural blocks & the roadmap. Synoverge provided a reverse transition of the product’s knowledge and recommendations at the end of 4 weeks, helping the customer convert their silos based applications into a full-fledged collaboration platform hosting multiple applications, disparate user experiences and a common backend code base.
Projected Business Benefits
- Reduced Maintainability of the application Reduced Cost of Infrastructure
- Faster Response Time
- Mobile Enablement
- Configurable Rules based engine for application specific rules
- Faster turnaround time
- Customer outreach
Focused Areas
- Synoverge Product Engineering Services group works with its customers to create solutions leveraging technology to solve business problems through its proven expertise, methodologies and industry standard practices of Synoverge Technologies Pvt. Ltd.
- It is global technology consulting company that harnesses the power of technology and leverages existing investments of clients to offer transformation led business solutions to enterprises globally.
- Synoverge has been founded by a group of 5 practicing IT professionals, with each one of them bringing over 15 years of experience in Technology Consulting and have worked with fortune 1000 clients through leading IT consulting.
