1. )

2.  The Honkong and Shanghai Banking Corporation Ltd
(HSBC) was founded by Scot Thomas in 1865.
 HSBC is one of the largest banking and financial
service organization with its headquarter in London.
 It has more than 3 lakh employees and is present
across 87 countries.
 It was established to finance growing trade between
Europe, India and China.

3.  Lack of integration among different branches.
 High customer service lag time.
 High service delivery cost.
 Less Customer centricity.

4.  Clear information regarding the organizational
structure of the company to the employees.
 Clarity of the factors which define the organizational
structure of the company, such as-
Personal financial services
Commercial banking,
Global banking and markets,
Private banking

5. Global Payments and Cash Management
It pertains on 4 important features-
 Integrated receivables solutions (IRS)
National Network Collections (NNC)
Wholesale Lockbox (WLB)
 Integrated Payments Solutions (IPS)
 Liquidity Management Solutions
 Integrated Delivery Channels (IDC).

6. Cheque Outsourcing Service (COS)
It allows full outsourcing of check disbursement
requirements and offers producing local and cross-
border cashier‟s orders and company checks.
Marketing management system
It focuses on integrated delivery channels, for
example internet banking platform.

7. Host-to-host connection
 It enables the corporate and institutional clients
to manage transmission of huge volumes of
information and transaction instruction to the
company.
 This helps the company to cater the ever
changing environment of global banking.

8. Features of desktop management are-
 Deployment of new software.
 Distribution of software updates.
 Support for roaming user desktops.
 Billing of IT asset to business unit.

9.  Proactively monitoring “Critical Window
Services”.
 Microsoft operation manager subjects active
directory to highly granular levels of
continuous monitoring.
 Operation manager management packs
system management server and Active
directory.
 Easy to implement.

10.  High reliability and security.
 Reduction in desktop cost of ownership.
 Improved customer service.
 Strong integration with the rest of the
infrastructure.

11. HSBC adopted the CRM system in order to
maximize customer convenience and provide
anytime, anywhere and anyhow banking.
Features-
 Streamlining the collection of data
 Segmentation and targeting of potential
customer.
 Suggestion for improvement
 Instant communication service on web.
 Technology and infrastructure enhancement.

12.  HSBC actively relies on data warehousing for
business intelligence in the risk analysis area.
 It aimed at creating the concept of „One Data‟ in
the organization.
 The exponential use of the warehouse by a large
number of employees which led to collapse of
warehouse in 2007.
 To resolve the issue, strategy of duplicate
warehouse for reporting used but unsuccessful.
 Thus tie up with Teradata to redeploy its
warehouse on the new server technology.

13.  It is extensively used by marketing segment
to cross-sell products.
 Data mining combined with historical data is
used to predict customer‟s future needs.
 It is also used to present new ideas to people.
 Its impact is seen in increased customer
loyalty.
 Besides, data mining has also led to reduced
direct mail costs.

14.  Integrated management system, it enables the
company to adopt quality management and avoid
duplicating efforts and conflicting objectives.
 Real time communication between different
department was insured.
 This technology enables all of the decision-maker
to be connected at anytime.
 This unified communication is considered as key
for operating One HSBC.