Opportunities for Business Process Improvement Through Information Systems: A Case Study of the SME Department at Standard Chartered Bank

Ziqi Liu

Co-Presenters: Yue Yue, Yunxuan Liang, Yinuo Lin

College: College of Business and Public Management

Major: BS.ACCOUNTING

Faculty Research Mentor: Kibria, Md Golam

Abstract:

This study explores how the SME Department at Standard Chartered Bank leverages information systems to facilitate daily operations. Its goal is to identify business processes that could be optimized and to understand how these processes influence the department's work. The research examines how information systems direct these activities and their potential role in enhancing the department’s performance.The research uses a qualitative approach based on an interview with Mr. Peng Liang, who is the City Supervisor for Shenzhen and Zhuhai. His work experience gives insight into tasks that follow clear rules and tasks that change with different situations. These tasks show how the department uses systems to manage work and to support service for SME clients.The study aims to identify effective aspects of the process and areas with limitations. Some restrictions might involve how teams share data or how information flows between sites. The project will develop recommendations to help the department use its systems more efficiently. Ultimately, it seeks to enhance understanding of how information systems can support business processes and improve the SME Department's operations.KeywordsInformation systems; Business processes; Process analysis; Improvement; Banking industry