Spring 2019             Credit Card Products Collections DFD       At Columbia Southern Bank, credit card accounts are booked and serviced at Individualized BankCard Services(IBS).  If such accounts become delinquent, their information is sent to the collection system via the IBS FILE (see appendix D).  This file is sent to the collection system on a daily basis.  Besides being used to update the collection history database it is used to generate the IBS new accounts report.    Recall that the predictive dialer software is used as part of the collection process.  It involves using packaged software to contact delinquent borrowers.  Using a file of telephone and account numbers the software takes into consideration how many collection agents are working at the given time and paces the calls accordingly.  This will assure that an agent will be available to take the call if a delinquent customer answers the telephone when the dialer places the  call.       When a customer answers the telephone, the predictive dialer software presents the collection agent with the online(ie. via screens) data related to the delinquent accounts and transfers the call to the agent’s telephone.  All the presented data is from the collection history database and the payment history file. Once the agent begins talking to the customer, she/he then begins to “work” the delinquent accounts.   During that process, the agent is responsible for updating the customer and account data based on the telephone conversation with the customer.  Part of the collection history database information updated by the agent is the “promise to pay” data, which includes account number, promise pay date and amount.   On a daily basis, the incentive driver file and the associated summary report are  generated using the “promise to pay” data.  The file is transmitted to the file server used by ITBS (the Incentive Tracking and Payment System) and the report is sent to the REP-VU report retention system.  As a result of ITBS processing the incentive driver file, the daily incentive payment report is produced and sent to REP-VU.  The payment incentive reports along with “promise to pay data” and collection agent data from the agent database are reviewed weekly by the collections department management as part of the incentive payment process.  Once the  incentive payment data is reviewed and confirmed, a special incentive payment entry is sent to the payroll system.  The unconfirmed incentive payment data is stored on the suspense incentive database where it is later investigated.  Investigation involves contacting the customer and using new data supplied by the customer along with collection agent data from the agent database to update the suspense database.  The suspense database is reviewed during the incentive payment process.                                                                                                                                         (OVER) When a collection agent reports to work for the day, they are required to sign-on to the  collection system.  This causes a “login” record to be created on the system user file.   As mentioned earlier, the predictive dialer paces the outbound calls.  Part of the criteria it uses is the historical data it has collected and stored on the dialer historical database.  The historical data consists of the day of week, time of day, number of agents working, and mix of supplied account numbers.     Draw a logical level 0 DFD for the above narrative

Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
icon
Related questions
Question

Spring 2019             Credit Card Products Collections DFD

 

 

 

At Columbia Southern Bank, credit card accounts are booked and serviced at Individualized BankCard Services(IBS).  If such accounts become delinquent, their information is sent to the collection system via the IBS FILE (see appendix D).  This file is sent to the collection system on a daily basis.  Besides being used to update the collection history database it is used to generate the IBS new accounts report. 

 

Recall that the predictive dialer software is used as part of the collection process.  It involves using packaged software to contact delinquent borrowers.  Using a file of telephone and account numbers the software takes into consideration how many collection agents are working at the given time and paces the calls accordingly.  This will assure that an agent will be available to take the call if a delinquent customer answers the telephone when the dialer places the  call.    

 

When a customer answers the telephone, the predictive dialer software presents the collection agent with the online(ie. via screens) data related to the delinquent accounts and transfers the call to the agent’s telephone.  All the presented data is from the collection history database and the payment history file. Once the agent begins talking to the customer, she/he then begins to “work” the delinquent accounts.   During that process, the agent is responsible for updating the customer and account data based on the telephone conversation with the customer.  Part of the collection history database information updated by the agent is the “promise to pay” data, which includes account number, promise pay date and amount.

 

On a daily basis, the incentive driver file and the associated summary report are  generated using the “promise to pay” data.  The file is transmitted to the file server used by ITBS (the Incentive Tracking and Payment System) and the report is sent to the REP-VU report retention system.  As a result of ITBS processing the incentive driver file, the daily incentive payment report is produced and sent to REP-VU.  The payment incentive reports along with “promise to pay data” and collection agent data from the agent database are reviewed weekly by the collections department management as part of the incentive payment process.  Once the  incentive payment data is reviewed and confirmed, a special incentive payment entry is sent to the payroll system.  The unconfirmed incentive payment data is stored on the suspense incentive database where it is later investigated.  Investigation involves contacting the customer and using new data supplied by the customer along with collection agent data from the agent database to update the suspense database.  The suspense database is reviewed during the incentive payment process.

 

 

 

                                                                                                                                  (OVER)

When a collection agent reports to work for the day, they are required to sign-on to the  collection system.  This causes a “login” record to be created on the system user file.

 

As mentioned earlier, the predictive dialer paces the outbound calls.  Part of the criteria it uses is the historical data it has collected and stored on the dialer historical database.  The historical data consists of the day of week, time of day, number of agents working, and mix of supplied account numbers.

 

 

  • Draw a logical level 0 DFD for the above narrative
Expert Solution
trending now

Trending now

This is a popular solution!

steps

Step by step

Solved in 2 steps with 1 images

Blurred answer
Knowledge Booster
Introduction to Forecasting
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.
Similar questions
  • SEE MORE QUESTIONS
Recommended textbooks for you
Practical Management Science
Practical Management Science
Operations Management
ISBN:
9781337406659
Author:
WINSTON, Wayne L.
Publisher:
Cengage,
Operations Management
Operations Management
Operations Management
ISBN:
9781259667473
Author:
William J Stevenson
Publisher:
McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi…
Operations and Supply Chain Management (Mcgraw-hi…
Operations Management
ISBN:
9781259666100
Author:
F. Robert Jacobs, Richard B Chase
Publisher:
McGraw-Hill Education
Business in Action
Business in Action
Operations Management
ISBN:
9780135198100
Author:
BOVEE
Publisher:
PEARSON CO
Purchasing and Supply Chain Management
Purchasing and Supply Chain Management
Operations Management
ISBN:
9781285869681
Author:
Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:
Cengage Learning
Production and Operations Analysis, Seventh Editi…
Production and Operations Analysis, Seventh Editi…
Operations Management
ISBN:
9781478623069
Author:
Steven Nahmias, Tava Lennon Olsen
Publisher:
Waveland Press, Inc.