Development of Amex (American Express) Request E-tool / Mary Anne Cristal D. Villaflor

Year : 2012

Number of Pages : 18 leaves

Adviser : Prof. Glen A. Imbang

Executive Summary

Contrary to what most people know, technology does not only pertain to tangible technologies or artifacts such as telephone, computer, television, etc, but it also includes process technologies. These technologies are involved in the design, installation and operation of a new or improved system of producing a product or delivering a service. It is the technology behind how tangible technologies are being created or a certain kind of process of doing things such as petrochemical processes, power generation, oil and gas production, etc. The way restaurants serve its customers is also considered a process technology. IBM Business Services, Inc., IBM Philippine's subsidiary under business transformation outsourcing industry, offers various services to many different clients worldwide. A lot of process technologies exist in the company. One of which is the Amex (American Express) process, wherein all Amex-related inquiries, queries, and requests (e.g. card cancellation, reinstatement, profile update, etc) of clients are being serviced by IBS. The technology management issues that we are addressing in this paper are the inefficiencies in the Amex process, which include back to back emails with IBM clients manual tracking of inquiries, queries and requests and less accurate volume reports since tracking is done manually by practitioners.