RBC Bank: Case Study on Technical Change Request and Software Solution

This report presents a case study analyzing a technical change request for the Royal Bank of Canada (RBC). The report begins with an introduction highlighting the importance of technology in modern organizations and then delves into the specific problems faced by RBC, including system crashes, data duplication, and security breaches. The core of the report is a detailed change request form proposing the implementation of a Management Information System (MIS) software to address these issues. The form outlines the change requested, events necessitating the change, justification, and the impact of the proposed change on the bank's operations. It covers scope, schedule, cost, staffing, and associated risks. The report also includes a section reflecting on the learning experience from the case study, emphasizing the importance of technical knowledge and management in resolving real-world problems. Finally, the report concludes by reiterating the necessity of adopting the suggested software to improve RBC's operations, offering financial and human resource services.

Assesment

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Part-2...........................................................................................................................................1
Part-3...........................................................................................................................................4
CONCLUSION................................................................................................................................4
References:.......................................................................................................................................5

INTRODUCTION
Technology has taken a great pace in today's world. Every problem in an organization
can be sorted out with the adoption of the right technology in a firm (Technology, 2020). The
following discussions are based on the case study of RBC bank facing problems and how they
can overcome those by adopting technical services like software for better management.
MAIN BODY
Part-2
Change Request Form Template
Project Name: Management Information System
Date Request Submitted: 4th November, 2020
Title of Change Request: Technical Change
Change Order Number:
Submitted by: (name and contact information)
Change Category:
Scope Schedule Cost Technology Other
Description of change requested:
The change requested in Royal Bank of Canada is the technical change where
implementation of new software is requested who will be responsible for the security and
database management of customers in terms of smooth overall performance as well as financial
operations also. Management Information System software is required by the bank, it is defined
as the grouped combination of several processes that assist in gathering and making proper,
reliable and relevant data that mainly helps in decision making in an organization. They are very
helpful tool to control and review the company's internal and external operations. The aim of this
software is to organize all the data of the firm received from all the levels of an organization,
making it collective and arranged for further proper use. This software is mainly computer based
which involves simply the excel sheets or complex channels to represent it. The source of the
data and the information generated can be of inside or outside sources (Cameron & Green,
2019).
1

Events that made this change necessary or desirable:
 A defect in the computer systems of banks occurred because a worker entered the wrong
code that directly affected the bug in a system which resulted in crash of the system.
 The bug was kept in the motion to recheck the defect but caused an increment of problem
and recovery was not at all immediate.
 Bank cannot use the backup facility as well because the backup systems was also get
affected along with the primary systems so backing up was not at all possible for the bank
( Heldman, 2018)).
 Another problem that emerged was there were the automatic duplications of transactions
with the inaccurate and incomplete data that had totally blocked the operations of the
bank.
 The bank's CEO left the city on the same the the problem occurred without looking into
the difficulties that are faced by the employees and customers.
 The errors was spreading more. Approximately 72,000 government workers didn't get
their automatic deposits and even they did not did their RBC's personal banking.
 Outsiders that means the hackers were taking advantage of this issue the bank were
facing, they took customers bank details with fraud and cheated on them in the name of
RBC.
 Therefore, these were events that happened in RBC and which made this technical
change necessary and desirable (Kerzner, 2017).
Justification for the change/why it is needed / desired to continue / complete the project:
This change is needed because the bank has faced a lot of problems due to technical
devices and software so if the problem had raised with technology then the solution will be
technology itself. Bank need the advancement in it's technology, the electronic devices and the
software they the bank is using are very outdated, they needs to be updated and advanced as soon
as possible. All problems and issues are discussed in the above section, through that it is
observed the the problem started with the crashing of computer system and ends with the
hacking of customers bank details. This means that one initial small problem has emerged
another several and drastic problems that affected the bank, employees and customers severely.
So that is why this change is required in the bank to install a safe and secure software so that
internal and confidential operations could be safe by workers without loosing any data in the
2

back system also. This software can help the bank to be secure in primary devices as well as in
it's backup systems also. Moreover, it will assist in overcoming all these problems faced by the
bank financially also (Kerzner, 2018).
Impact of the proposed change on: Impact on the bank will be, software will facilitates
planning, it can minimize the overload of the information, it encourages decentralization, assist
in coordination, controlling can be easier, and financial assistance.
Scope: MIS has vast scope as it will support the bank in the range of the financial services, it can
maintain quality services given by bank and it will help in doing the business with full ease
without any technical glitch and bugs. While designing this software, it is important to take care
of some points like database of the customers including all the relevant information required by
the bank process, maintenance of the services to the account holders about their basic details and
card information, looking into promotions of the business focusing on the services the bank is
providing efficiently, monitoring system indexing and up-gradation of human resource
management.
Schedule: Time duration needed in designing and installation of the software is two-three days
as because it's a heavy software and requires time to build up.
Cost: Including all the hardware and software equipments required with designing and
installation process will cost up to $1500.
Staffing: Technical people with special skills are required to maintain this software for better
operation (Meredith, Shafer & Mantel Jr, 2017).
Risk: Risks associated with this software is employee training, expensive and maintenance cost.
Suggested implementation if the change request is approved:
Suggestion is only to focus on employee grabbing power to learn the technical things
related with this software, training is important because without it there is no sense of designing
this software.
Required approvals:
Name/Title Date Approve/Reject
Government/Environment friendly or not 4th November, 2020 Approved
CEO of the bank/Within budget or not 4th, November, 2020 Approved
3

Part-3
I felt about this case study before that it is is typical and so long but it carries a lot of
information which had excited me to work on it in a very efficient manner. After completion of
the project, I felt that it was very interesting doing this project, learnt a lot of technical things,
real time problems that can emerge after and after if not sorted initially. This case study is
valuable for me as gave me a lot of assistance in understanding the concepts behind arising of
various glitches in the back and how it can be sorted out. I think that if I would have given more
time to solve this case study then I would have acquired more deep knowledge of technical
software and hardware requirements. But this time was also enough to study about case and
sorting it out because this also gave me the assistance to know about the management study
through technical advancement.
CONCLUSION
It is concluded that RBC bank must adopt the software which is suggested because it will
help in operations of the bank without any glitches or errors, it can provide every possible
assistance that a bank needs in any form from financial services to the human resource services.
4

References:
Books and Journals:
Cameron, E., & Green, M. (2019). Making sense of change management: A complete guide to
the models, tools and techniques of organizational change. Kogan Page Publishers.
Heldman, K. (2018). PMP: project management professional exam study guide. John Wiley &
Sons.
Kerzner, H. (2017). Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Kerzner, H. (2018). Project management best practices: Achieving global excellence. John
Wiley & Sons.
Meredith, J. R., Shafer, S. M., & Mantel Jr, S. J. (2017). Project Management: A Strategic
Managerial Approach. John Wiley & Sons.
Online:
Technology. 2020. Available through <https://www.britannica.com/technology/technology>./
5