HI5019 - Strategic ERP System: Westpac Bank Business Analysis

This report explores the application of Enterprise Resource Planning (ERP) within the banking industry, focusing on Westpac Banking Corporation. It defines key business processes such as customer relationship management, consumer and commercial lending, account servicing, customer acquisition, and insurance management. The report outlines the business requirements for ERP, emphasizing digitalization, financial system integration, automated intelligence, and increased profitability. System requirements, including cloud servers and hardware specifications, are detailed. The analysis includes a software and vendor selection process, ultimately recommending Oracle ERP due to its flexibility, security, and integration capabilities. The report also discusses how ERP technologies improve business efficiency through customer service management, integrated information systems, streamlined banking processes, and enhanced reporting and scalability. Finally, it addresses potential security risks and provides mitigation guidelines.

Running head: Strategic Information System for Business and Enterprise 1
STRATEGIC INFORMATION SYSTEM FOR BUSINESS AND ENTERPRISE
Student Name
Institution

Strategic Information System for Business and Enterprise 2
Introduction
Enterprise resource planning (ERP) remains digital process management system that
integrates various information system for better business operation. A more understanding of the
ERP rests on the business processes that are enhanced by the system. One industry with high
ERP application or implementation is the banking industry due to the high volume of sensitive
data. A close a look at the banking industry in Australia, Westpac Banking Corporation remains
one of the top four banks within the industry. Some of the banking processes evidenced within
the Westpac are customer service management, new customer acquisition processes, accounting
processes, online banking operation and insurance management processes. Banking business
requirement is technical with high specifications and these are part of ERP selection. Many
software vendors are available with Oracle being one of the considered software vendor able to
supply the software that meets the banking requirement. The software has high security features,
faster operational services, high software integrations and scalability. These features make the
Oracle ERP software the best that can be adopted by the Westpac Bank to reduce the integration
issues that has been affecting the bank. The following paper explores enterprise resource
planning (ERP) and its application within the banking industry with a focus on Westpac Banking
Corporation.
Overview of Westpac Banking Corporation
Westpac Banking Corporation is the second largest bank in Australia and one of the
largest within the regions. The bank offer variety of banking services that include customer
service, online banking, insurance services and lending services among other services. The
business has various operational processes that enable the company’s service provision. Westpac

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Banking Corporation is one of the fast expanding banks within the Australia banking industry
(Westpac Banking Corporation 2018). Optimization of the operational processes is important for
continuous excellent service provision that forms the main goal of the bank. The Westpac
Banking Corporation has many different departments that include human resource management,
banking department, operational department, lending, and insurance department, international
business department and marketing department. The numerous departments that the business has
need to function efficiently and coherently without slow or inefficiencies and this can be enabled
using enterprise resource planning system. The business has been using other ERP software such
as SAP that has some security and operational processes (Keating, Quazi, Kriz & Coltman 2008,
pp 175–79).
1. Define Business processes
ERP has been in the forefront in the performance of banking operational processes. Some
of the processes that the ERP need to perform include customer relationship management,
Consumer and commercial lending, Account servicing processes, customer acquisition services
and insurance management. Firstly, banking processes that the Westpac banking corporation
majorly is customer relationship management that include service offered to the customer
through banking hall and online banking platform (Malakooti 2013). The online business
platform entails self-banking services that are also integrated into the ERP system that the bank
uses. Secondly, consumer and commercial lending is another business process that the ERP will
serve and mainly consist of offering loans to the customer through the ERP system with the
capability to monitor the compliance or risk (Pegasystems 2018). Thirdly, account service
processes entail payment management system that also reconciles various accounting

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transactions and customer support. Fourthly, customers acquisition processes are a business
process that involves registration new customer into the system and marketing drives to attract
customers. Lastly, insurance management as part of business processes involves the provision of
insurance service to customers and some of the processes include risk, fraud, and compliance
management processes (Kirchmer 2017, pp. 1–28).
2. Develop business requirements
The banking business requirement in the current business setting entails digitalization of
business processes to increase efficiencies, integrate financial system, banking intelligence
monitoring system and increase profitability. Firstly, banking sector digitalization process has
been the trend with more banks integrates its processes through enterprise resource planning
system for smooth operations (Shaul & Tauber 2013, pp 4). Secondly, integration of financial
system comes with benefits that include faster financial assistance and flexibility of the system
that enables transaction from any point globally. Modern banking system integrates both in-
house banking system and the online banking system that enables faster transaction and
operation management. Thirdly, automated intelligence system is another area the bank requires
ERP for monitoring of risk, fraud, and compliance and this also come along with data enabling
reporting. Lastly, the business system functions to reduce the operation cost and increase the
profitability. The development of the ERP into the banking business enable reduction of
operational cost and time taken to process customer transactions and this reduces the cost hence
the whole process become profitable to the business (O'Brien 2011, p. 324).

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3. Determine the systems requirements
ERP system is a huge volume system that requires a robust system that can support and
reduce slow response during operations. It is important to understand the minimum system
requirement that can support the ERP. Firstly, cloud server system is one system requirement
that is needed to support the software. Cloud software is an important integrating element that
enables the business to connects various applications within the system. For instance, Fitrix
software is used for cloud hosting and can also be used on other hosted ERP system such as
Software-As-A-Service (SAAS). Secondly, server hardware requirement is also an important
system requirement as this increases the speed of operational processes. Various sizes of the
ERP require different hardware and this includes minimal of 10 users require single CPU for
good operation. Over 100 users require Xenon type of CPU and more than 4 CPUs, RAM of
32GB, 64-bit system, 160GB hard disk, and a speed of 2.0ghz+. Thirdly, Server Operating
System Requirements that the ERP software will support VMware virtual environment.
Moreover, the operating software that supports the ERP can be Windows, Linux, ESX, ESXi
operating systems. Fourthly, furthermore, the customers need to have some specific requirement
that will make the ERP supported by their devices. Some of these are Intel processor, more than
10 MB available hard drive space, more than 32 MB RAM, TCP/IP and Telnet connection to
Linux Host, and Windows XP or better (Fourth Generation Software Solutions 2018).
4. Software and vendor selection
ERP software vendors are many in the current banking market and some of the common
vendors are Microsoft, SAP, Oracle, FIS Global, Fiserv and SS&C Technologies among others.
These are top-ranked ERP software vendors that have been used in the banking sector for

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operational management. Microsoft provides ERP software under the name of Microsoft
Dynamics 365 enabling various customer relationship management systems (Lapalme 2010, pp.
37–43). SAP provides SAP ERP suite that is used by over 7000 customers worldwide. Oracle is
another commons ERP software vendor that sells Expanding CX Cloud Suite. FIS Global is
currently the top-ranked banking ERP vendor and provides SunGard Financials which is an
integrated financial service. Based on the advantages of the ERP vendor listed, the best ERP
vendor is Oracle ERP software is the best software. Oracle ERP is selected due to its flexibility,
relatively low cost as compared to other ERPs, high-security features and easy integration of
cloud and on-premise ERP systems (Arif 2018).
Vendor selection can be based on some factors and some of the factors considered in
selecting the software vendor for the bank include functional fit, market position, vendor support,
the total cost of the software ownership and customer reviews. Firstly, functional fits encompass
various functions that the software will fulfill within the bank’s operations (Rosing, Foldager &
Hove 2015, pp. 265–341). Secondly, the total cost of ownership of the software is another
important factor that defines the cost of the ERP and any maintenance cost requirement that will
be incurred in the course of using the software. Thirdly, market position of the software vendor
determines the continuous provision of service to customers and those ERP software vendors
without the capability of operation are most likely to bring problems to the business. Fourthly,
vendor customer support system is another important factor and involves various customer
support services that enable the software maintenance. Lastly, customer reviews on the level of
satisfaction play role as it determine the overall importance of the software to past customers
(Arif 2018).

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5. Determine at least three (3) ways which companies or
organizations utilize such technologies to improve
business efficiency
Banking industry utilizes the ERP for various purpose and these include customer
service, integration of information system, streamline processes, reporting and scalability, cost
service and faster processes. These banking processes are interlinked to form a system that works
smoothly to enhance customer services and achieve a profitable business system.
Customer service management
The ERP system especially Oracle ERP offers an efficient customer service management
that allows the business integrate various customer services. Firstly, the online banking service is
one such customer service that the Westpac can use ERP to provide to customers. Online
services allow customers to obtain banking services such as transactions, payment, insurance and
personal savings (Kirchmer 2017, pp. 1–28). Secondly, ERP enables the bank to process
customer transaction through payment, credit card, and products purchases. Thirdly, the Oracle
ERP being cloud-based ERP offers faster customer service that customer can access from the
bank from any location via mobile devices. In addition, the bank is able to manage its customer
service data in a more efficient. Lastly, the ERP enable registration of new customers into the
system and this can be done through self-registration or bank registration. Moreover, the
software has the capability to incorporate customer service information with the marketing data
to reconcile marketing data with new customers (Coelho 2015).

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Integrated information system
Westpac can utilize the ERP system for integration of financial systems and banking
operational processes. The ERP system offers an integrated system that combines customer
relationship management, financial data, and inventory information in a more accurate and
unique way. The ERP system connects various banking components to ensure that customer can
access data and services at their convenient (WorkWise 2017). The integration enables storage of
data in a single location facilitating faster service management and monitoring of the system.
Another level of integration within the banking information system is the integration of online
and offline banking platforms. The linkage between online and offline banking information
system make the service provision faster and flexible at any place. Departmental integration is
also faceted by the system and this includes various departments such as insurance department,
banking department, human resource department and customer support or service department.
Integration of these departments enables faster payment and management of these departments
within the organization (Palmer 2015, pp. 349–361).
Streamline banking processes
Streamlining of banking process is where the ERP system facilitates faster operations
hence high business efficiencies. Oracle ERP through the integration of various banking process
enables the business to operate in a more streamlined way with faster processing of information.
One advantage of the ERP is that the software is able to organize and store real-time customer
data without redundant data. This streamlines the information system with data from online
banking platform also being integrated to better banking operations (Shaul & Tauber 2012, pp
360–384). The bank has a high volume of information or data that need to optimize into a more

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streamlined process for faster operations. More streamlined operational processes ensure that the
data are real-time data that can help the business manager for the decision-making process.
Westpac Banking Corporation requires a software system that is robust and is able to process
data faster and in a more accurate way (Liam 2015).
Reporting and scalability of the banking operations
The ERP system has been utilized for storage of data that is used for reporting. The
integration of information system within the bank make storage of the data convenient that is
useful for reporting since the data is accurate and specific enabling proper operational reporting.
Some of the data that are stored in the system include transaction data, customer demographic
data, loan information and other financial data (Kirchmer 2017, pp. 1–28). These data give
information about the company that is used for reporting. The ERP due to high data storage and
flexibility enables the scalability of the system. The advantage of the Oracle ERP system is
flexibility that enables the scalability of the software. The increasing volume of data as the
business expands rests on the ability of the system to expand depending on the banking volume
of information. For instance, Westpac Banking Corporation has been expanding its information
system rapidly and this is catered for under the Oracle ERP system. The software, therefore,
allows scalability of the business system (Vilpola 2008, pp 47–76).
Cost service and faster processes
Many businesses that have implemented the ERP has reported that the system reduces
cost and increase the speed of customers service. The overall benefit of the ERP software is to
reduce the cost of operation and increase the speed of customer service and this is readily

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achieved by implementation of the Oracle ERP system in the bank. Studies into the
implementation of the Oracle ERP show that the software work faster as compared to other
software with similar function and this is important for the Westpac Bank that process huge
transaction information as a single moment (Swenson & von Rosing 2015). Moreover, the
company can use the software to can service a huge number of customers at the same time due to
its flexibility and high integrations with various banking operational processes. For instance, a
close comparison between Oracle ERP and SAP ERP in terms of the implementation show that
the Oracle software is faster and high security as compared to other ERP software. The speed of
the software is also evident in its background hosting system that is built on the cloud hosting
system (Shaul & Tauber 2010).
6. Evaluate the level of efficiency of the technology
implementation
The efficiency of the ERP can be evaluated based on some factors that are helping within
the banking industry. Firstly, integration efficiencies are one area that can be used to evaluate the
Oracle ERP since the level of the integration has been the success factor of the software. The
software is evaluated based on its ability to efficiently integrate various departments and
processes in an organized way for faster information system (Rubina, Paula & Alta 2011). This
increase the speed of system process that is important for large organizations such as Westpac
Bank. Secondly, the performance of the ERP system is another area that forms the basis for
evaluating the efficiencies. The performance of the ERP in terms of the amount of data that is
processed within a minimal period of times shows how the software is efficient. This is
important for scalability since that software that is not efficient cannot support a huge amount of

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information hence limits the scalability. Thirdly, the analysis of the communication and the
solving connection is an area that gives insight into the banking software with the ability to
communicate with other departments within the banking system. For instance, the Oracle ERP
has mobile device app that enables faster communication between the web version and the
mobile version of the system. This solves the problem of the flexibility of the banking service
under the software (Eckartz, Roel & Hillegersberg 2009).
7. Examine potential security risks, data breaches
The three main security concerns are on the data security, data breaches and the
possibility of software failure. Firstly, being a cloud-based software that also allows integration
of on-premise ERP system poses security challenges that can potentially lead to data loss. This
data security challenge though has been addressed by the company, still remains concern by a
number of customers. Secondly, recently many businesses have also expressed their concern
particularly with the data that is stored by another company (Vedabrata & Lederer 2011). This is
an example of the cloud-based ERP system that the Oracle ERP software uses and the main
concern in the possibility of data breaches from another party. This shows the possibility of data
accessibility since the data that are sensitive are left in the hand of the vendor. The banking
sector has high sensitive data or information and these include credit card information,
transaction details and other financial information that can be sued by criminals to con
customers. Lastly, another concern has been on the fate of data in case of changing software
system. The security of the data that will is left with the previous hosting company presents a
nightmare from banking industry (Ross 2013).

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Cloud-based ERP has received security concerns that focus on the nature of the system.
One area that many people has to argue against the cloud-based ERP system is the integration
with the local information system. For instance, many businesses currently implement or adopts
a hybrid system that combines both cloud and on-premise for the benefit of both systems.
Integrating cloud ERP and on-premise ERP has been a problem with some ERPs such as SAGE
showing a failure to integrate leading to insecure business data. The integration is also visible on
the security side leading to fear of failure or loss of data. In addition, the system integration
between departments and process has been a security challenge that is pointing to future changes
required (Rosing, Foldager & Hove 2015, pp. 265–341).
8. Provide guidelines on how these risks could be mitigated
The potential risk that may affect the implementation of the ERP in the banking industry
has been managed through a number of guidelines. Firstly, the security software is installed
within the ERP system with some software are developed with security firewall to prevent any
security case. Firewalls are continuously updated to minimize any security risk that may affect
the customer using the software (Walsh 2009). Secondly, some software such as Oracle software
is developed with intelligence application that is capable of monitoring any risk. The software
monitor and report any potential risk within the system to prevent unauthorized entry into the
system. The security system of the software has made the vendor to tackle potential security that
has affected other similar software in the market. Thirdly, the encryption system that forms the
core of the software entry points makes the software secure since the system is protected using
end to end encryption that block any an authorized entry into the system. Moreover, the software