Pearson Higher Nationals

in Business

Unit 06: Managing Successful Business Project

Assignment – 01

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 ASSIGNMENT
Name: MAHENDRAN JEEWAPRASHAN

ESOFT [Link] : 00135985

Student ID: E165872

Module Name: Project Management

Name of the Lecturer: Ms Ishara Ranasinghe

Date Due: 30th November 2022

Date Submitted: 30th November 2022

E-Mail: jeewaprashan444@[Link]

Contact No: 0772832289

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Higher Nationals

Internal verification of assessment decisions – BTEC (RQF)

INTERNAL VERIFICATION – ASSESSMENT DECISIONS

Programme title HND in Business (Management)

Assessor Internal Verifier

Unit 06: Managing Successful Business Project
Unit(s)
Managing and implementing a small-scale business project
Assignment title

Student’s name

List which assessment Pass Merit Distinction

criteria the Assessor has
awarded.

INTERNAL VERIFIER CHECKLIST

Do the assessment criteria awarded

match those shown in the assignment
brief? Y/N

Is the Pass/Merit/Distinction grade

awarded justified by the assessor’s
Y/N
comments on the student’s work?

Has the work been assessed

accurately? Y/N

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Is the feedback to the student:
Give details:

• Constructive?
Y/N
Y/N
• Linked to relevant assessment
criteria?

Y/N
• Identifying opportunities
Y/N
for improved performance?

• Agreeing actions?

Does the assessment decision need

amend? Y/N

Assessor signature Date

Internal Verifier signature Date

Programme Leader signature (if

required) Date

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 Confirm actioncompleted
Remedial action taken

Give details:

Internal Verifier
signature Date
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signature (if required) Date
Higher Nationals - Summative Assignment Feedback Form

Student Name/ID

Unit Title Managing Successful Business Projects

Assignment Number 01 Assessor

Date Received 1st
Submission Date submission
Date Received 2nd
Re-submission Date submission
Assessor Feedback:

LO1 Explain the key stages of the project lifecycle that should be considered when project managing

Pass, Merit & Distinction P1 P2 P3 M1 M2 D1

Descriptions
LO2 Produce a Project Management Plan (PMP) for a business project using primary and secondary research
methods

Pass, Merit & Distinction P4 P5 M3 D2

Descriptions
LO3 Implement the Project Management Plan (PMP) to communicate results from the research and make
conclusions from the evidence of findings
Pass, Merit & Distinction P6 P7 M4
Descriptions
LO4 Reflect on the value gained from implementing the project and the project management process.
Grade: Assessor Signature: Date:

Resubmission Feedback:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken place and grade decisions have been agreed
upon t the assessment board.
Assignment Feedback

Formative Feedback: Assessor to Student

Action Plan

Summative feedback

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Assessor signature Date

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Pearson
Higher Nationals in

Business

Unit 06: Managing Successful Business Project

Assignment 01
General Guidelines

1. A Cover page or title page – You should always attach a title page to your assignment. Use the previous page as
your cover sheet and ensure all the details are accurately filled.
2. Attach this brief as the first section of your assignment.
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Word Processing Rules

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14/bold and Third level 12/bold).
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Number on each page. This is useful if individual sheets become detached for any reason.
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Important Points:

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writing) for an extension.
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9. Non-submission of work without valid reasons will lead to an automatic RE FERRAL. You will then be asked to
complete an alternative assignment.
 10. If you use other people’s work or ideas in your assignment, reference them properly using the HARVARD
referencing system to avoid plagiarism. You have to provide both in-tcitationstion and a reference list.
11. If you are proven to be guilty of plagiarism or any academic misconduct, your grade could be reduced to A
REFERRAL or at worst you could be expelled from the course

Student Declaration

I hereby declare that I know what plagiarism entails, namely to use another’s work and to present it as my own without
correctly attributing the sources. I further understand what it means to copy another’s work.

1. I know that plagiarism is a punishable offence because it constitutes theft.

2. I understand the plagiarism and copying policy of Edexcel UK.
3. I know what the consequences will be if I plagiarise or copy another’s work in any of the assignments for this
program.
4. I declare therefore that all work presented by me for every aspect of my program will be my own, and where I have
made use of another’s work, I will correctly attribute the source.
5. I acknowledge that the attachment of this document signed or not, constitutes a binding agreement between myself
and Edexcel UK.
6. I understand that my assignment will not be considered as submitted if this document is not attached to the attached.

jeewaprashan444@[Link]

Student’s Signature: Date:

(Provide E-mail ID) (Provide Submission Date)

Higher National Certificate/Diploma in Business

Assignment Brief

Student Name /ID Number

Unit Number and Title Unit 06: Managing Successful Business Project

Academic Year 2021/22

Unit Tutor

Assignment Title Managing and implementing a small-scale business project

Issue Date

Submission Date

IV Name & Date

Submission format

The submission should be in the form of an individual written report. This should be written in a concise, formal
business style using single spacing and font size 12. You are required to make use of headings, paragraphs and
subsections as appropriate, and all work must be supported with research and referenced using the Harvard
referencing system (in-text and end-text referencing).

Section A: The recommended word count is 1,000–1,500 words for the report
 Section B: Research Report of approximately 6000 words in report format

Unit Learning Outcomes:

LO1 Examine leadership and management theories and principles, and their impact on the effectiveness of
an organization
LO2 Review the influence of different leadership and management styles on the culture of organizations
LO3 Develop a motivational strategy to optimize organizational performance
LO4 Apply leadership and management approaches to managing performance to ensure continuous
improvement.

Learning Outcomes and Assessment Criteria

Pass Merit Distinction

LO1 Explain the key stages of the project lifecycle that should
be considered when project managing

P1 Explain the stages of the M1 Evaluate the stages of the D1 Critically evaluate the

project lifecycle (PLC) and PLC and the factors, project-management process,

their importance to the (deliverables, quality, risk, PMP and research methods

success of a project. communication and resources) for gathering information and

to be considered in a PMP. data collection.

P2 Examine the factors to be
considered when compiling a M2 Evaluate a range of
project management plan research methods and strategies
(PMP). for gathering information and
data collection.
P3 Examine a range of
research methods and
strategies and their
importance to project
management.
LO2 Produce a Project Management Plan (PMP) for a business
project using primary and secondary research methods

P4 Produce a PMP that M3 Produce a detailed PMP

covers, the aim, objectives, and schedule for monitoring D2 Justify the choices made in
deliverables, quality, risk, and completing the aims and the design of the PMP for
communication resources and objectives of the project. completing the aims and
research methods. objectives of the project.

P5 Produce a work
breakdown structure and a
schedule to provide
timeframes and stages for
completion.

LO3 Implement the Project Management Plan (PMP) to

communicate results from the research and make conclusions
from the evidence of findings

P6 Conduct a business project M4 Justify conclusions and LO3 and LO4

as stated within recommendations drawn from
the PMP and communicate data analysis and findings to
findings. meet the stated project
objectives.
P7 Present data to draw valid
and meaningful conclusions
and recommendations from
data analysis.

Pass Merit Distinction

LO4 Reflect on the value gained from implementing the project

and the project management process.

P8 Reflect on the value of M5 Evaluate the project

undertaking the business management process to meet
project to meet stated stated objectives and support
objectives and own learning own learning and performance.
and performance.
Assignment Brief and Guidance:

Guidance for Students

You should read this information before starting your project. You should refer to these instructions
as your complete work for this unit.
 Read the brief carefully and understand what the project is required to do.
 Research the problem. How can you approach the problem, opportunity, hypothesis and
requirements being posed?
 Apply a range of secondary research sources to plan/scope and support the project and its
findings. Secondary research sources may include textbooks, journal articles, newspapers
and magazine articles (not factual accounts).
 Develop your project plan based on the deliverables of the project, the constraints of the
project and the assumptions made.
 Conduct your project according to your stated project plan and meet with your tutor to
receive a sign-off at each stage of the project process.
 Primary research sources may include original first-hand accounts, legal and historical
documents, results of experiments and market research data collection. Apply both
qualitative and quantitative research methods to evaluate data collected from primary
research.
 Keep notes of your progress throughout the project in your logbook. This is an important
record of your work and must be used to record the development of your ideas and your
progress through the project. The logbook should include:
 A record of what you did, when and what you were thinking.
 A record of where things went wrong and what you did to overcome any unexpected
results.
 You will be asked to reflect on the success of your project and your performance in a
personal performance review at the end of the project. This is a written reflection of around
500 words.
 Set out Below, is an example of a project brief. Your centre will set the topic for the brief
based on a theme released by Pearson in the first week of June of every year.
 You must complete the project to complete your work for this unit.
Performance Review Format:
 What was the project supposed to accomplish?
 Did the project succeed in its aims? How do you know? Specifically, please outline any
evaluation and assessment undertaken.
 What things do you think worked well and why? Evaluate all aspects of the project (e.g.
initial inception, project activities and project outcomes) from a range of perspectives.
 What problems emerged during the project and how were they tackled? Was there timely
identification of issues and resolution during the project process?
 What did you learn from undertaking the project?
  How would you rate your performance as a Project Manager?
 What strengths and weaknesses of your performance did you identify?
 How will this information support your continuous professional development?

Scenario
“In the wake of the recent global pandemic, all these dimensions of the workplace ecosystem are
having to be reimagined. Many organisations already have had to refocus their workforce plan to
ensure a fully remote workforce has the capabilities and technologies available to continue
employee connectivity, engagement and productivity. Navigating this new way of work is crucial
to support business operations and far-reaching implications for the future.”

Learner requires to conduct a project, based on “ What are the key drivers influencing digital
workplace transformation?”. It is required for learners to create an appropriate topic and apply
necessary project management techniques accordingly.

Section A

Select a Sri Lankan-based organization of your choice and identify and examine the key stages of
the project lifecycle in managing a project based on the chosen topic. The answer should be
strengthened by including ng critical evaluation of the project management process, PMP and
research methods for gathering information and data collection. Section A should be covering the
following areas.

 Project lifecycle (PLC) and their importance to the success of a project

 Factors to be considered when compiling a project management plan Outlining of the
objectives and timeframe (Scope, deliverables, quality, risk, communication, and
resources)
 range of research methods and strategies and their importance to project management

Section B
You are now required to produce a project management plan for a business project using primary
and secondary research methods, implement the prepared project plan and communicate the
results from the research. You are further required to provide a clear conclusion based on the
evidence of findings and provide evidence of reflection and evaluation of the project management
process and individual performance.

During your project management plan and execution, you must ensure the valid justification
provided for the choices made in the design of the PMP for achieving the project aims and
objectives. You must critically reflect on the findings from the research and the project
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management process in supporting stated objectives and your learning.

The report should be covered the following areas

 Develop an appropriate topic based on the given scenario

 Devise project aim, objectives, deliverables, quality, risk, communication resources and
research methods
 Outlining of the objectives and timeframe
 Produce a work breakdown structure and Gantt chart as the schedule for monitoring and
completing the aims and objectives of the project
 Justification on the provided valid and meaningful conclusions and recommendations from
data analysis
 Personal reflection should be covered by stating the evaluation of the project management
process to meet stated objectives and support own learning and performance

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Grading Rubric

Grading Criteria Achieved Feedback

P1 Explain the stages of the project lifecycle

(PLC) and their importance to the success of a
project.

P2 Examine the factors to be considered when

compiling a project management plan (PMP).

P3 Examine a range of research methods and

strategies and their importance to project
management.

M1 Evaluate the stages of the PLC and the

factors, (deliverables, quality, risk,
communication and resources) to be considered in
a PMP.

M2 Evaluate a range of research methods and

strategies for gathering information and data
collection.
D1 Critically evaluate the project-management
process, PMP and research methods for gathering
information and data collection.

P4 Produce a PMP that covers, the aim,

objectives, deliverables, quality, risk,
communication resources and research methods.
P5 Produce a work breakdown structure and a
schedule to provide timeframes and stages for
completion.
M3 Produce a detailed PMP and schedule for
monitoring and completing the aims and

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 objectives of the project.
D2 Justify the choices made in the design of the
PMP for completing the aims and objectives of
the project.
P6 Conduct a business project as stated within the
PMP and communicate findings.
P7 Present data to draw valid and meaningful
conclusions and recommendations from data
analysis.
M4 Justify conclusions and recommendations
drawn from data analysis and findings to meet the
stated project objectives.
P8 Reflect on the value of undertaking the
business project to meet stated objectives and own
learning and performance.
M5 Evaluate the project management process to
meet stated objectives and support own learning
and performance.
D3 Critically reflect on the
findings from the research and the project
management process in supporting stated
objectives and own learning

Project Logbook

Name:
Project title:

Date:

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Update on weekly research/tasks achieved

Week Completed Activities Fulfil task requirements On track Changes Made

(yes/No)

What have you completed?

Did you fulfil task requirements?
Are you on track and within the deadlines set?
Did you need to make any changes to your project management plan?

Any risks and/or issues identified?

Week Risk No Risk description –related to skills Additional risk description

Did you identify risks/issues with a lack of skills required for undertaking research/tasks?
Did you identify any additional risks/issues that have an impact on the project management plan?

Problems encountered
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 Week Issue ID Description Actions taken

What barriers did you face?

How did you overcome them?
New ideas and change of project direction

Week New Ideas

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What have I learnt about myself this week?

Points to consider:
Week Lesson Learned this Week Next week planning

How did I feel when I had to deal with tasks/problems?

Did I find it useful to complete the tasks?
How well have I performed? What did I contribute?
What can I improve on next week?
How might this learning apply in the future?
Tasks planned for next week

Points to consider:

Week Next week planning Priority (H/M/L)

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Which tasks are a priority?
Have you set aside sufficient time for completion?

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Project plan status to date (on,
ahead, behind)

Week Project Status

24
Supervisor comments to address

Week Comment

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Contents
Section A......................................................................................................................................26

Organization name - Hatton National Bank PLC (HNB)........................................................26

Project lifecycle (PLC) and their importance to the success of a project................................26

1. Initiating...........................................................................................................................26

2. Planning...........................................................................................................................26

3. Executing..........................................................................................................................27

4. Monitoring and Controlling...........................................................................................27

5. Closing..............................................................................................................................27

Factors to be considered when compiling a project management plan Outlining of the objectives and timeframe
(Scope, deliverables, quality, risk, communication, and resources)........................................28

1. Project Goals....................................................................................................................28

2. Project Scope...................................................................................................................28

3. Milestones and Important Deliverables.........................................................................28

4. Work Breakdown Structure...........................................................................................28

5. Budget..............................................................................................................................28

6. Plan for Human Resources.............................................................................................28

7. Plan for Managing Risk..................................................................................................29

8. Communications Plan.....................................................................................................29

9. Plan for Managing Stakeholders....................................................................................29

10. Plan for Managing Change.........................................................................................29

Range of research methods and strategies and their importance to project management....30

1. The CPM..........................................................................................................................30

2. Lean..................................................................................................................................30

3. Six Sigma..........................................................................................................................30

4. CCPM...............................................................................................................................30

5. SCRUM............................................................................................................................30

6. PRINCE2.........................................................................................................................30
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Section B......................................................................................................................................31

Develop an appropriate topic based on the given scenario......................................................31

Devise project aim, objectives, deliverables, quality, risk, communication resources and research methods 32

Project Aim..............................................................................................................................32

Objectives.................................................................................................................................32

Deliverables.............................................................................................................................33

Quality......................................................................................................................................34

Risk...........................................................................................................................................35

Communication Plan..............................................................................................................36

Resources Plan.........................................................................................................................38

Procurement Plan....................................................................................................................40

Vendor management...........................................................................................................40

Research Methods...................................................................................................................40

1. LEAN Methodology....................................................................................................41

2. Agile Methodology.......................................................................................................41

3. Scrum...........................................................................................................................43

4. Kanban.........................................................................................................................44

5. Waterfall......................................................................................................................45

Outlining of the objectives and timeframe................................................................................46

Produce a work breakdown structure and Gantt chart as the schedule for monitoring and completing the aims
and objectives of Project.............................................................................................................47

Justification on the provided valid and meaningful conclusions and recommendations from data analysis 48

Conclusion...............................................................................................................................54

Recommendations...................................................................................................................55

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 Section A

Organization name - Hatton National Bank PLC (HNB)

In 1888, Hatton National Bank PLC (HNB) was founded. As the leading bank in the nation, HNB has a long
history of service to the country. On September 27, 2007, the Company was reregistered under the Companies
Act No. 7 of 2007. Under the Banking Act, it is a Commercial Bank with a License. With 252 branches
located all over the island, Hatton National Bank is a leading private commercial bank in Sri Lanka. The
Banker's list of the top 1000 banks in the world includes HNB. AA- is the national long-term rating given to
the bank by Fitch Ratings (Lanka) Ltd. (Annual Report 2021)

Project lifecycle (PLC) and their importance to the success of a project

The concept of life cycles in general is not new to organizational literature. In the past, life cycles have been
used to explain a variety of phenomena, including shifts in strategic decision priorities (Smith, K.G., Mitchell,
T.R., & Summer, C.E, 1985), shifts in an organization's strategic outlook and their impact on organizational
structure (Chandler, A.D, 1962), and perceptions of organizational effectiveness criteria (Cameron &
Whetton, 1981). It has been demonstrated that the life cycle construct is useful to project management theory.

According to (PMBOK , 2017) There are five phases associated with the project management life cycle:
1. Initiating
Once permission has been granted to commence new phases and projects, the initiation phase begins. This
phase includes the procedures that specify the new project or new stages of an ongoing project. This step
typically involves convening stakeholders and other involved parties, who must first be identified, to talk
about the goals and expectations. The project's beginning stages include defining the project's scope,
timetable, financial resources, and requirements, as well as its initial results.

2. Planning
The project's overall scope and objectives, as well as how the goals are to be achieved and the risks, are all
analyzed and specified during the planning phase. Stakeholder involvement and input requirements vary
depending on the project, so it's critical to establish these criteria throughout the planning stage. Additionally,
because fresh information is continually being gathered that can necessitate revisions or a need to go over
particular phases or processes once more, ongoing elaboration is crucial.

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 3. Executing
The work is completed at this point in the project to satisfy the established requirements. The goal is to carry
out the plan exactly as it was laid out during the project's planning phase. This strategy calls for systems to
adhere to the time, financial, and resource plans.

4. Monitoring and Controlling

The project's processes are being managed and observed to see whether any areas are deficient and, if so, what
adjustments should be made. The three major goals in this phase are (1) to track where proto problems and
other difficulties are detected 2) to review what needs to be dodo and n’t (3tregularlyular while means
starting the adjustments.

5. Closing
The various projects, or phases of projects, are closed when they are finished. By concluding these processes,
the business determines the status, which in this case signifies it is finished. The key reason for doing this is to
ensure that the stages and projects are properly closed.

(Figure 1: Phases of Project Life Cycle)

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Factors to be considered when compiling a project management plan
Outlining of the objectives and timeframe (Scope, deliverables, quality, risk,
communication, and resources)

1. Project Goals
Project goals are specified in a project charter, but they should also be mentioned in the project plan to
elaborate on the project's objectives or to serve as an appendix to the charter.

2. Project Scope
The scope is outlined in the project charter and should be further clarified by the project manager in the
project plan, similar to how project goals are. The project manager might start to illustrate the project's
objective or final result by establishing the scope.

3. Milestones and Important Deliverables

The primary results of a project are referred to as significant deliverables and the primary accomplishments
are referred to as milestones. They both stand for major project-related tasks. These components should be
mentioned in the project plan, together with their definitions and completion dates.
4. Work Breakdown Structure
One person is given responsibility for each component of a project by breaking down the milestones and
significant deliverables into smaller parts using a work breakdown structure (WBS). The project manager
takes into account a variety of elements when creating the work breakdown structure, including the
interdependencies between tasks, the available resources, and the deadline for the entire project.

5. Budget
The amount of money allotted to execute a project is shown in the budget. The proper distribution of these
resources is the project manager's responsibility.

6. Plan for Human Resources

The staffing schedule for the project is depicted in the human resources strategy. The HR strategy sometimes
referred to as the staffing plan, specifies who will be on the project team and how much time is anticipated of
each employee.

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7. Plan for Managing Risk
The project manager lists project risks, the possibility that certain events will occur, and mitigation measures
in the risk management strategy. Risks that are likely to arise or that come with high costs have mitigation
techniques put in place. Even if they don't have mitigation techniques, risks that are unlikely to happen and
have minimal costs are listed in the plan.

8. Communications Plan
A communications plan defines the various audiences to which a project will be conveyed. A communications
plan allocates responsibility for completing each component to a project team member, much like the work
breakdown structure does.

9. Plan for Managing Stakeholders

The project's use of stakeholders is specified in the stakeholder management plan. Stakeholders occasionally
simply need to be informed. The communications strategy can address it. A stakeholder management plan
describes how additional input from stakeholders will be received, if necessary.
[Link] for Managing Change
A change management plan outlines a structure for modifying the project. Although changes to the project are
occasionally necessary, project managers often try to avoid them. The change management strategy outlines
procedures and change-making processes.

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Range of research methods and strategies and their importance to project
management
According to (Meredith J.R.; Mantel Jr. S.J, 2009), the most often used project management techniques are:

1. The CPM
The critical Path Method investigates the most crucial or vital jobs in a project by establishing potential
activity sequences and calculating the longest time of each sequence. This technique aids in estimating the
amount of time it will take to accomplish the work and the tasks that will comprise its scope.

2. Lean.
The primary goals of lean project management are to maximize customer value and reduce resource waste.
Using fewer resources, this process helps businesses to provide more value to their clients.

3. Six Sigma
Motorola first created the Six Sigma approach to enhance production processes by removing flaws. This
methodology's key strategy relies on the minimizing or elimination of losses to guarantee the accuracy and
speed of process execution.

4. CCPM
Critical Chain Project Management (CCPM) is a methodology that focuses on the way to plan, execute, and
evaluate various forms of work in various situations, from a single project to numerous projects. To create
better activity durations and manage tasks and resource-dependent activities, this methodology applies the
Restrictions Management theory (TOC) and the idea of "buffers."
5. SCRUM
It is a technique included in the Agile approach that requires teams to produce software in a 30-day "sprint"
and "monthly SCRUM sessions." Deliverables are broken down into 30-day periods in projects that are
managed using SCRUM. This approach example is particular and useful, especially for conscientious,
collaborative teams who are not severely confined by time or material budget.

6. PRINCE2
Project management is viewed in this second edition of Methodology Projects in Controlled Environments as
a set of logical steps that provide a framework for executing well-managed projects. This technique offers a
method-based strategy that may be used for all kinds of tasks.

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 Section B

Develop an appropriate topic based on the given scenario

Self-Banking App-/ Bank on Palm Top for enhancing customer satisfaction

The issue that is driving the project

Using a mobile device, such as a smartphone or tablet, mobile banking is a service offered by a bank or other
financial institution that enables its customers to make financial transactions remotely. In contrast to related
Internet banking, it utilizes software, sometimes referred to as an app, offered by the financial institution.
Mobile banking is typically accessible around-the-clock. Most banks have adopted the idea of mobile banking
due to the development in technology, which has made it essential for them (Tavlas, T, 2015).

HNB has already released a mobile banking application with a few features. This innovation bank will enable
further development of the app. The bank won't have to introduce unique accounts for the consumers. The
bank only needs to make the App available to all of its target market clients. Customers must download the
app and add every banking service they currently use with every bank in the nation. The bank can let the user
complete any type of financial transaction, including payments for any bank or other institution, using that
app.

Through this app, the bank may keep track of the customer's financial preferences and capabilities, and at the
precise moment when the consumer needs them, the bank can provide the customer with instant credit
facilities and banking products. The customer's preferences can be taken into account when customizing this
app using artificial intelligence (AI) and big data analytics. When providing credit facilities, Bio Matric
Authentication can be used to obtain authentication and identification.

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Devise project aim, objectives, deliverables, quality, risk, communication
resources and research methods

Project Aim
The aim is to create a self-banking application that improves both the overall banking experience for
customers as well as for the staff members who are carrying out the transactions.

Objectives
1. Increase customer convenience by 15% in 2023
With mobile banking, customers may access financial services from any location. By using mobile
applications to handle payments or even receive money from customers directly to their phone numbers,
businesses and business owners may now save time. By offering services around-the-clock, such as tracking
spending, making rapid payments, or receiving user help via chatbots powered by AI, mobile banking apps
improve the user experience.

2. Achieve cost-effectiveness by 20% in 2024

Banks can reduce operational costs while still retaining customer satisfaction thanks to mobile technologies.
Any customer of a bank can use their app to request a service, like opening an account, or even to schedule
debit orders or other payments. This enables higher transactional volumes, which ultimately spurs business
growth. Online banks provide greater deposit interest rates, lower or no maintenance costs, cheap transaction
fees, and other advantages because they spend less on staff, office rent, and upkeep.

3. Increase customer awareness by 10% in 2024

Customers of banks should be better knowledgeable of innovations developed by their specific institutions.
Consequently, people have access to technological advances via mobile devices. This will probably result in
good financial services of a high cal calling brass consumer waiting time. Customers can conduct business
anywhere, at any time.

4. Maintain long-term relationships with customers through increase customer engagement by 10% in 2025
Customers using mobile devices are thought to be more engaged. They use more financial products, make
more transactions, and remain with their bank for longer.

34
Deliverables
Deliverables are formal records that serve as the project's contractual commitments.
Periodic reviews are based on these Deliverables. As a result, in addition to being the project's significant
results, they also serve as content-focused reporting to all the partners.
The primary goal of this project is to design a mobile app that will improve client satisfaction. As a result, this
project's deliverables mostly focus on app development.

1. User experience
The user experience (UX) phase, which makes use of storyboards and wireframes to assist flesh out the app's
graphics and user flow, should be the first step in the timeline of milestones and deliverables for the new
mobile app.

2. Wireframing
A more thorough type of storyboarding known as wireframing serves as the mobile app's blueprint. It outlines
the composition, functionality, and structure of an app. IT comprehend, question, test, and iterate the app with
our engineering team before moving on to design and development, wireframe wire primigenial first step in
any app or web development process. It benefits,
 Simple to draw by hand or with wire-frame tools
 Simple and uncluttered design with only the most fundamental components and no elaborate style
 Everyone on your team, both developers and non-developers, will find it simple to grasp.
 Simple to change and update
 There was no coding or extensive prototyping

3. Prototyping
Prototyping is a more high-fidelity design model of the app, whereas storyboards and wireframes are more
basic designs and layouts. By incorporating animation, adding events, and developing advanced interactions,
prototypes provide additional detail and enable us to both demonstrate and validate the various features of the
app's design. Getting as close to the final product as possible is the goal of prototyping.

4. User Interface
User experience (UX) focuses on the interactions and experiences users have with the program, whereas user
interface (UI) focuses on visual design aspects like typography, graphics, colors, and more. The next stage is

35
to have our designers complete the UI portion of your app once the app screens have been established in your
wireframes.

5. Development
We can begin moving more into the development stage once the UX and UI phase is nearly complete. At this
stage of the project, our development team will begin working on the back-end and front-end code for all the
components that were described in the preceding design phase. The deliverables are iterative, and this phase
of developing a mobile app is often the lengthiest and most difficult. Therefore, depending on this job, the
completion time can vary greatly.

Quality
To ensure the quality of the work to be done throughout the project, the Consortium implements a Quality
Management (QM) procedure. The processes aimed at managing the quality of the project's deliverables and
the project's overall results will be supported by this QM method. The methods necessary for assessing
important product papers and deliverables, how quality will be judged when reviews will take place, what
resources are required, and creating review procedures are all covered in quality reviews.

This project's quality plan details applicable procedures (including manufacturing and task-specific details),
necessary skill requirements, allowable measurement tolerances, and material needs. These documents might
all be unique.

On each project job, more variable information regarding a particular client may be given. The stages that
must be followed for machine installations, specifications, tests, inspections, handling, storage, packaging, and
delivery are all specified in detail in work orders.

A good operational plan integrates procedures, principles, practices, and processes to explain what is required,
who can do it, and how it would be carried out. It translates client needs (what) into measures required to
produce the desired result (how). It is possible to specify product tolerances, testing requirements, and
acceptance standards. Although the language used may differ, the general strategy remains the same.

For a project to be completed, the planning process for project quality is essential. Setting the foundation for
quality expectations and practices is the first step. The process culminates in the creation of a model project
quality plan.

36
Risk
Security risks are a difficult problem, particularly on digital platforms. Since customers seek faster, more
secure, and more convenient financial services, they might not be satisfied with the present authentication
solutions. Consumers today lead hectic lives with little time for day-to-day activities. They desire quick access
to banking services, services with fewer wait times, and secure cashless transactions. To meet the
aforementioned issues that have emerged, the banking industry needs to review innovations. Customers with
strong financial skills, particularly when it comes to credit facilities, don't like to wait for the standard credit
approval process to be completed. They desire conveniences with no paper paperwork hassles

Risk Assessment of the Project

The following table provides a summary of potential risks that were identified beforehand, at the time of the
proposal, and confirmed at the kick-off meeting. It also lists the corrective and mitigation measures that
should be taken to avoid or lessen their impact on the project should they materialize. Before implementing
the new strategy inside the company, a risk assessment should be conducted to evaluate the risks associated
with the development of the Self Banking App.
Mitigation
Type of risk Implication of risk Rating
Strategy
Information Threat of hacking High Avoid
Security
Operational Risk Threat of frauds High Avoid
Reputational Risk Risk of creating customer Medium Reduce
dissatisfaction.
Technological Risk Risk of technological Medium Transfer
disruptions.
Table 1: Risk assessment

Initial risk identification was done by the Consortium during the proposal process. Additional dangers were
also highlighted during a brainstorming session that was scheduled for the project kick-off meeting.

Each partner's brainstorming session will begin with this list that has been condensed. The Risk Log file needs
to be re-examined during project execution to update it with fresh information from the risk mitigation
operations completed, from new internal project conditions, and/or from external conditioning variables.

This is regarded as a continuous activity that will be managed by the PC in the many project meetings held on
a regular or as-needed basis. The Consortium intends to repeat the risk identification procedure at least every
six months.
37
Communication Plan

A project management communication strategy outlines the methods for informing stakeholders of critical
information at various points during the project. Additionally, it establishes who will receive the
communication, how they will receive it when they will receive it, and how frequently they may anticipate
receiving it.

1. Format choosing
Select a platform that makes it simple to post or store your communication plan for your team and
stakeholders to access and collect feedback on.

Many project managers start with a project communication plan template and create their communication plan
on a Word document or spreadsheet. However, for this project to develop a mobile banking app, we are
considering using a more visual option, like a timeline or flowchart, to clearly explain the frequency of
communication or the best method to use based on the stakeholder. Additionally, the format of our
communication strategy includes the audience it is intended for as well as the purpose, communication
medium, and frequency of communication.

2. Communication goal setting

Writing out that objective is the first step in creating a good communication strategy. Remembering the value
of a communication plan, your objective will probably be to keep stakeholders informed of the project's status
or even to keep stakeholders aware of the project's advantages so they will continue to support it. Keep
everyone informed about projects with the help of our weekly project status report template. The
communication objective for this project is to "ensure stakeholders are kept informed at all times. We will stay
on track and achieve project deadlines by communicating often on the status of work, team accomplishments,
milestones, etc.

38
3. Stakeholders’ identification
The stakeholders with whom we will communicate during the project must be identified and listed.

Stake Holders Analysis for Implementing Self-Banking App-/Bank on Palm Top

Stakeholder Benefit Risk
Employees Employees can improve the Resistance to adopting
processes and introduce new new processes
implementation
Internal

Management Enhance productivity as well as Lack of knowledge and

efficiency. Exploiting new market interest of employees
potentials.
Shareholder Increase the profitability or return on High level of investment
investment requirements
Customer Increase the service and standards Lack of awareness and
and efficiency resistance to
External

improvisations
Government Exploring new economic potentials enforced regulations
Community/ Transparency, high security and Resistance due to
Media ethical operations negative impacts (Health
issues)

4. Identify methods of communication

The communication plan should include information on how to communicate with each stakeholder because
one goal is to get the right people to see the right information. This information should be included in addition
to a list of the stakeholders.

The ways that our stakeholders are most likely to see or attend our weekly check-ins, and meetings, whether
in person, on the phone, or via video conferencing, progress updates, formal presentations, to-do lists, and
project dashboards. We could send weekly emails with updates and hold meetings when the team
accomplishes significant milestones instead of having a formal in-person meeting every week to discuss the
project.

5. Frequency of communication
39
This demonstrates how frequently each type of communication will be sent (for example, in this project
sending a weekly email on Mondays with links to deliverables that have been completed, the current budget,
etc.) or how frequently we must loop in each stakeholder.).

6. Determine who provides communication updates

The project manager will typically be responsible for this mobile app development duty, but if not, the owner
of a particular update needs to be designated in the communications strategy.

Resources Plan
The project's hierarchical reporting relationships are graphically depicted in the organizational chart that
follows. The project's governance is shown in the chart below.

Executive Director

Steering
Chief Administrative Chief Operating Utility
Committee
Officer Officer Program
Project Sponsor Project Manager Director
Change Control
Board

Chief Information Officer

Assistant Project Manager

Project Team
Software Engineers

40
Project Staffing Estimates
The work breakdown structure and timeline, as well as the roles and skill sets required to perform tasks, were
analyzed to come up with staffing estimations.

Responsibility / Roles Required No of Staff Needed Time Frame

Project Manager 1 The entire duration of the
project
Assistant Project Manager 1 The entire duration of the
project
Business Analyst 1 The entire duration of the
project
Software Engineers 5 The entire duration of the
project

Staff Acquisition Strategy

The entire project team will be made up of internal personnel. The project manager will bargain with
department managers to determine and allot resources while being supported by the project sponsor. Before
any resource starts working on a project, the appropriate manager must give their approval. A staff resource
request form that includes the following will be used to request staff:
 Activity Goal: Knowledge, skills, and talents
 Duties
 Needed personnel: number
 Certain identified personnel as necessary
 Needed number of hours each week
 Duration
 Starting date

Plan for Staff Replacement and Transition

All staff transitions will be managed by the project manager, who will also record them in the staffing plan
and schedule. The project manager will also inform all stakeholders and project personnel of any necessary
staffing changes. In collaboration with the vendor, the project manager will analyze resumes for key person
41
replacements. There will be documentation of the situation as a danger or issue if there are open positions that
cannot be filled.

At project completion, the transition

The standard procedures will be followed when reassigning project staff to other projects or roles within their
department who are not involved with the transfer to operations and maintenance. This will involve closing
out or switching over tasks as well as communicating.

Procurement Plan
Procurement Services will meet with the project manager and agency officials to discuss which procurement
model will best serve the project's needs. The RFP will be the procurement procedure that must be followed,
as determined by Procurement Services and the Agency.

Vendor management
The project manager is in charge of managing vendors and will keep an eye on their work. The project
manager will assess the vendor's ongoing performance regarding the demands and deliverables. The contract
will include service-level agreements that the vendors must meet to assure acceptable vendor performance.

The project team will regularly review the performance and output of the vendor and communicate any
approvals, rejections, revisions, feedback, or other essential information to strengthen the partnership. The
project team is dedicated to resolving any issues through open communication, directly interacting with
vendors, making decisions that are advantageous to both parties, sharing crucial information, working together
to solve problems, and working with the project team and others as necessary to complete the project, and
cooperatively educating one another on various aspects of the project and product.

Research Methods
Based on the critical analysis of the following research methods the most suitable method was selected to
carry out this project.
the main overall hypothesis in this study proposed a positive and significant relationship between Service
Quality of E-Banking and customer satisfaction with E-Banking, this main hypothesis " IMPACT OF E-
BANKING ON CUSTOMER SATISFACTION ” PJAEE, 18(8) (2021) 4228 was broken down into four
testable hypotheses related to the four independent variables considered, as follows:
Hypothesis 1 (H1): The efficiency of E-Banking services positively affects customer satisfaction.
Hypothesis 2 (H2): The reliability of E-Banking services positively affects customer satisfaction.
Hypothesis 3 (H3): The security and privacy of E-Banking services positively affect customer satisfaction.
42
Hypothesis 4 (H4): The responsiveness and communication in E-Banking service positively affect customer
satisfaction.
Hypothesis 5 (H5): Empathy and communication in E-Banking service positively affair satisfaction.

1. LEAN Methodology.
James P. Womack and Daniel T. Hsieh developed the business strategy known as lean thinking. It attempts to
offer a fresh perspective on organizing that minimizes unnecessary movement and time spent hunting for the
appropriate instrument.
Principles Description Self-banking app
Determine The amount of time that Customers require an app that is
value users waste is reduced by straightforward, consistent in
having a distinct app for experience, available around the clock,
practically all payments. and provides rapid pleasure.
Value stream Remove stages that don't Creating flexible mobile applications
mapping provide value using AI as the primary channel.
Lowering running costs.
Make a flow Take value-creating steps Increasing consumer happiness by
to occur in a tight sequence collaborating with AI vendors and
to reach customers developing integrated apps that use
developed cloud technologies.
Identify the Allow customers to pull From the COVID-19 crisis, customers
pull value require proactive management and
outreach. (PWC, 2020). Self-banking
apps facilitate all types of banking
activities for consumers, offering them
frictionless service with minimal effort.
Aim for Continue the process to Customers should be urged to utilize the
perfection reach perfection app, and staff should be pushed to
update it.

2. Agile Methodology
The Agile methodology divides the entire app development process cycle into numerous sub-modules, which
are viewed as mini-projects. It is an incremental and iterative approach to developing mobile applications.
Each sub-module is given its team and goes through the entire development cycle, from designing to
developing, testing, and delivering. The technology is in the well-regarded the market because of its iterative
nature.
43
There are a few good reasons to go to the bank and adopt Agile for our mobile app development project.

More rapid development According to the Agile methodology, the entire mobile app project is broken down
into smaller modules that are handled as separate sub-projects. Different teams are in charge of these side
projects autonomously, with little to no dependencies on one another. In addition, because everyone is aware
of their contribution, the resources required, and the deadline, the development process moves forward more
quickly. A more streamlined app development process with quicker delivery is the result of each developer
giving their part in the mobile app development project their all.

Lower Risks
It is fairly dangerous to launch your application given the shifting market demands and trends. By the time
your app is out, it frequently happens that the market data you considered when designing it has changed.
Poor ROI and a dubious market future are the results.

In this case, agile is a tool that enables you to increase the market scope of your project and take measured
risks. In other words, the process allows a company that creates mobile apps to modify any given sprint
without affecting the code of earlier sprints. Consequently, their use became more appropriate for the market.

Superior Quality
Agile does not test the app after the development period, in contrast to traditional app development
methodologies. Instead, it encourages primitive-level testing of every module. This lowers the possibility of
finding a bug while the entire project is being tested for quality. Additionally, it enables mobile app
developers to review the app's components at each stage of the development process and make necessary
improvements, ultimately enabling them to provide services of a higher calibre.

Coordinated Project Management

The Agile technique gives you the ability to manage your project with ease by breaking the entire app
development project down into numerous separate modules. It is simple to distribute the duties among the
many teams, reducing dependencies and team-level conversations. You may also keep track of the tasks
completed on each micro project and use this information to see if anything is missing or not operating
according to the original plan. Additionally, you can assess each person's productivity and work to find or hire
more productive professionals.

44
Customer Experience Is Improved
The Agile mobile app development methodology places a heavy emphasis on communication and teamwork,
giving the development team the chance to collaborate directly with their clients and comprehend their goals.
Additionally, the projects are delivered to the clients in the form of numerous sprints, which increases process
transparency.
Additionally, it enables the team to ascertain whether both sides are on the same page and, if not, allows them
to make the necessary changes before moving forward. This reduces the likelihood of releasing an app that
falls short of the original vision and guarantees improved client experience.

Less expensive development

You can simply determine the cost of building an app and, as a result, justify your app budget because every
step is carefully planned, carried out, and delivered. Additionally, the Agile technique makes it simple to
increase the app budget at any point during development. By doing this, you can prevent abandoning the
project half-finished owing to a lack of necessary materials and funding.

Customization
Developers have the option to modify their development process using the agile mobile app development
methodology. There are no guidelines for how to design an app. When developing and launching a mobile
app, experts might explore various approaches and incorporate cutting-edge tools and technology.

Greater ROI
With the help of the Agile process, mobile app development companies can release a minimal viable product
(MVP) and change it as they go. It is now simpler for app developers to test their ideas, get the necessary
information and insights, establish their brands, and deliver the greatest features in line with user demands and
market trends. This helps the owners of the apps and the related mobile app development firm make the best
choice for a higher return on investment in the market.

3. Scrum
A component of the Agile methodology is scrum. It is much more prescriptive in nature and demands specific
elements. Scrum is very rigid in its expectations of team commitment, with the Scrum master being the only
person liable for guaranteeing Scrum is correctly understood and applied.

45
The division and optimization tenets of Scrum are its foundational ideas. Divide anything that can be broken
down into smaller pieces. The programmers should break their job up into manageable chunks, divide them
among the team members, and work on one task at a time. In addition, Scrum mandates that the team
continually enhance the procedure by getting client input.

Benefits of Scrum
Eliminated all doubts. Scrum's basic framework is straightforward. The roles, actions, and rules are all simple
to comprehend. Scrum's semi-prescriptive methodology can help to clarify the development process while
allowing development teams enough room for individuality.

A good structure. It works well for large-scale projects because it divides complex tasks into smaller portions.
To guarantee openness and shared authority over the development process, roles and deadlines must be clearly
defined. Quick releases enable customers to quickly see progress, which keeps them happy and keeps the team
engaged.

4. Kanban
Continuous delivery is prioritized by Kanban while keeping the development team from being overworked.
Kanban is intended to make application development teams collaborate more effectively, much like Scrum.
To give the development team a glimpse of progress and processes from beginning to end, work items are
typically displayed using a Kanban board. Kanban contributes to increased operational efficiency and the
production of outcomes of a high calibre by offering a clearly defined workflow method. Project managers
can use it to locate and swiftly address development process bottlenecks.

Benefits of Kanban
Flexibility in planning the development team is only concentrated on the current tasks at hand. The team
begins a new task at the top of the backlog after finishing the current one. Since any modifications outside of
the current tasks do not affect the team, the client is free to rearrange the backlog's priority without causing a
rift in the group. The development team will continue to provide the customer with the greatest value as long
as the client keeps the most crucial tasks at the top of the queue.
Increased effectiveness. When there is no strict budget constraint, one option for solving an issue is to add
more resources, but Kanban allows you to make better use of the resources you already have. The
development process can be visualized to quickly identify inefficient parts. The team can begin solving the
issue after it has been located. The Kanban board makes bottlenecks, stuck jobs, and an excessive amount of
work in progress readily apparent.

46
Less work for the team. Traditional management techniques focus on in-depth planning and delegation of
tasks to the app development team. Teams end up struggling to do more work than they can handle as a result.
Developers should only draw tasks into the workflow when they can do so, according to the pull system
recommended by Kanban.

5. Waterfall

Solid planning is valued by a waterfall. It follows a linear and sequential process for developing apps, with
each project task coming after the last one is finished. Work on waterfall projects is completed in a single,
protracted cycle. Project managers are in charge of carefully organizing project execution and carrying out the
project in strict accordance with the necessary guidelines. When a scenario fails, the development teams must
go through the entire process again, from design to implementation.

The project's requirements are all outlined at the outset, and each step is finished before going on to the next.
Project managers monitor the development and ensure that the stages do not overlap.

Advantages Waterfall
A logical structure In contrast to other methods, Waterfall concentrates primarily on a distinct, predetermined
set of phases. The design is worked out in full even before the development process begins, making the needs
and the intended output evident to everyone on the team.

Simple to control and maintain. Each level includes distinct delivery and evaluation processes in addition to
its reliability and procedures. The waterfall is simple to handle because each stage is clear. Following the
hierarchy will make it simple to arrange all of the duties.

QA checks. The functional specification of the project contains test scenarios that have already been
developed, which makes the testing process simpler and clearer. If a bug is found during a specific phase, it is
immediately addressed, and the issue is handled.

47
Outlining of the objectives and timeframe
Starting date of this project is the 1st of January 2023 and the ending date of this project is the 31 st of
December 2025. In between this period, the below short-term objectives will be achieved and the parallel way
the mobile app development process also will be conducted.
2023 2024 2025
Objectives and activities Q1 Q2 Q3 Q4 Q1 Q2 Q Q4 Q1 Q2 Q3 Q4
3

1. Increase customer convenience

by 15% in 2023
Analyze customer waiting time
Handle customer complaints
without any delays
2. Achieve cost-effectiveness by
20% in 2024
Reduce the usage of paperwork
Control branch operational cost
3. Increase customer awareness by
10% in 2024
Knowledge of the target audience
through customer service activities
Social media campaigns
Issue handbills, place the awareness
posters and billboards
4. Maintain long-term
relationships with customers
through increase customer
engagement by 10% in 2025
Conduct public relations activities
Workshop for the trainers

48
Produce a work breakdown structure and Gantt chart as the schedule for
monitoring and completing the aims and objectives of the project
2023 2024 2025
Activity Budget Q1 Q2 Q3 Q4 Q1 Q2 Q Q4 Q1 Q2 Q3 Q4
3

Identify the gaps 40Mn

Research for the
alternatives
Shortlisting and selecting
the best alternative
Getting approval 5Mn
Implementation and 20Mn
alignment with the
system
Appointing an 30Mn
engineering team for
implementation
Communicating the 20Mn
vision
Provide training to staff 5Mn
Running a pilot project 60Mn
Evaluate the success of 5Mn
the project
Rectifying shortcomings 10Mn
or deviation
Implementation in full 5Mn
capacity
monitoring and reviewing 25Mn
the process
Total budget 225Mn

49
Assumptions for this project’s aim and objectives are:
 Annual and monthly surveys are carried out properly.
 In urban, rural, and plantation areas, awareness initiatives, seminars, and social media campaigns are
run.
 Financially able to conduct the awareness program
 Government provides enough financial and legal support

Justification on the provided valid and meaningful conclusions and

recommendations from data analysis
Analysis
Factors influencing efficiency and customer satisfaction described below are very important in electronic banking and
for customer retention and satisfaction should be detailed and explicit information on customers and pay attention to
their needs and desires.

Hypothesi
s   Coefficient Result  
The efficiency of E-Banking services positively affects Significant
H1 customer satisfaction. 0.707 Relation  
The reliability of E-Banking services positively affects Significant
H2 customer satisfaction. 0.551 Relation  
The security and privacy of E-Banking services positively Significant
H3 affect customer satisfaction. 0.573 Relation  
The responsiveness and communication in E-Banking Significant
H4 service positively affect customer satisfaction. 0.526 Relation  
Empathy and communication in E-Banking service Significant
H5 positively affect customer satisfaction. 0.601 Relation  
         

50
 Descriptive analysis

1. Have you used our self-

banking app/bank on a
palm-top device?

N %

Yes 36 36.0%

NO 64 64.0%

Figure 1: Figure 1: depicts the usage among respondents.

Source: extracts from SPSS software Thus, No is dominant with 64%, while yes
represent only 36% of the entire sample
2. How satisfied are you with the self-
banking app/bank on your palm-top
device?

N %

Very satisfied 2 2%

somewhat satisfied 4 4%

Neutral 20 20%

Somewhat 46 46%
dissatisfied

very dissatisfied 28 28%

Figure 2: depicts the satisfaction level of respondents;

thus, the majority is somewhat dissatisfied (46%), while
the least is very satisfied (2%). Furthermore, only 28%
are very dissatisfied, and only 4% have somewhat
Figure 2:
Source: extracts from SPSS software satisfied.

51
 3. How often do you use the
self-banking app/bank on a
palm-top device?

N %

Daily 37 37.0%

weekly 19 19.0%

Monthly 16 16.0%

Rarely 28 28.0%

Figure 3: depicts the often usage level of respondents;

thus, the majority is daily (37%), while the least is monthly

Figure 3: (16%). Furthermore, only 28% are rarely used, and only
Source: extracts from SPSS software 19% have weekly used.

4. How easy is it to navigate the self-

banking app/bank on a palm-top
device?

N %

very easy 29 29.0%

somewhat easy 24 24.0%

Neutral 31 31.0%

somewhat difficult 16 16.0%

Figure 4: depicts the navigation level of respondents;

Figure 4: thus, the majority is Neutral (31%), while the least is
Source: extracts from SPSS software
difficult (16%). Furthermore, only 29% are very easy, and
only 16% have somewhat difficult.

52
 5. How satisfied are you with the features
and functionalities of the self-banking
app/bank on a palm-top device?

N %

somewhat satisfied 5 5%

Neutral 23 23.0%

Somewhat 42 42.0%
dissatisfied
Figure 5:
very dissatisfied 30 30.0%
Source: extracts from SPSS software
Figure 5: depicts the features and functionalities
level of respondents; thus, the majority is
somewhat dissatisfied (42%), while the least is
somewhat satisfied (5%). Furthermore, only 23%
are Neutral, and only 30% have very satisfied.

6. How secure do you feel when using

the self-banking app/bank on a palm-
top device?

N %

very secure 1 1.0%

somewhat secure 5 5.0%

Neutral 21 21.0%

somewhat 37 37.0%
insecure

Figure 6: very insecure 36 36.0%

Source: extracts from SPSS software

Figure 6: depicts the security level of respondents;

thus, the majority is somewhat insecure (37%), while
the least is very secure (1%). Furthermore, only 21%
are neutral, and only 37% have somewhat insecure.

53
 [Link] you had any issues
or problems while using
the self-banking app/bank
on palm-top device? If so,
please describe.

N %

Yes 31 31.0%

No 69 69.0%

Figure 7: Figure 7: depicts the issues while using

Source: extracts from SPSS software
among respondents. Thus, No is dominant
with 69%, while yes represent only 31% of
the entire sample

8. How responsive is the customer support

when you have a question or issue with the self-
banking app/bank on a palm-top device?

N %

Very responsive 2 2.0%

somewhat responsive 8 8.0%

Neutral 17 17.0%

somewhat 49 49.0%
unresponsive

very unresponsive 24 24.0%

Figure 8:
Source: extracts from SPSS software Figure 8: depicts the customer support system of
respondents; thus, the majority is somewhat
unresponsive (49%), while the least is very
responsive (2%). Furthermore, only 24% are very
unresponsive , and only 17% have neutral

54
 9. Would you recommend
the self-banking app/bank
on the palm-top device to
others?

N %

Yes 36 36.0%

No 64 64.0%

Figure 9:
Figure 9: depicts the recommendation for the app
Source: extracts from SPSS software
among respondents. Thus, No is dominant with
64%, while yes represent only 36% of the entire
sample

55
Conclusion
Customers can save money while also enjoying time freedom, convenience, and speed with mobile banking
services. Mobile banking provided banks with opportunities to increase market spread through mobile
services (K.L. Lee and Kim, 2007). Mobile devices became commonplace, which gave rise to a chance for the
expansion of banking services to reach the hitherto unbanked or under-banked population (CGAP, 2006).

After reviewing the project's findings, several significant recommendations for banks, service developers, and
software engineers are made to improve strategic insight for the design and implementation of mobile banking
services that will result in greater consumer acceptance in Sri Lanka. By creating superior functionality in
terms of flexibility, security, and accessibility characteristics, this project can ultimately improve consumer
satisfaction with mobile banking services.

Agile is the best fit for this project's goal, according to the study of research methods. The company can gain
and improve skills including managing shifting priorities, increasing team productivity and customer
happiness, as well as improving its efficiency in resolving unforeseen hazards, by implementing agile
methodologies (Ćirić, D. and Gračanin, D, 2017).

A smartphone app that combines all banking functions and branches with virtual reality capabilities has the
potential to boost consumer attractiveness and boost profitability. The bank can develop a mobile app that
makes practically all aspects of banking easier, including money transfers, opening fixed deposits and savings
accounts, paying utility bills with cards, QR code-based payments, and card payments. Both account holders
and non-account holders may be introduced to the app by the bank. A customer's card or any other bank
account can be connected by the bank using the new app. Additionally, a mobile app allows users to rapidly
apply for credit facilities without submitting any paperwork; this type of innovation will be able to draw in
additional clients. And wealthy clients favor that kind of product above others.

The customer's signature, which is required to secure a credit facility, can be verified using biometric
authentication, including fingerprint, face recognition, voice detection, eye and hand detection, and speech
recognition. To provide customers with quick service and a sophisticated, cutting-edge banking experience,
virtual reality can be deployed in branches.

56
Recommendations

In both developing and developed nations, the usage of mobile phones has helped markets, social businesses,
and public services grow (R. Spence, and M.L. Smith, 2010). (J.S. Lin,and H.C. Chang, 2011) claims that the
rapid development of mobile technology has increased the significance of m-banking in the financial sector. A
method of reducing the cost of moving money from one area to another is through the usage of M-banking (J.
Onner. and C.A. Tellez, 2008). Additionally, it increases user exposure to traditional financial services (F.I.
Anyasi and P.A. Otubu, 2009).

The recommendations made in this project management plan are as follows:

 Customers need to be educated on the requirements of mobile banking because they are unsure of whether
training is necessary or not.
 According to the risk analysis, security concerns related to mobile banking technology must be addressed
to assure its success. More particular, difficulties with mobile banking performance due to network issues
need to be addressed regarding perceived risk.
 We will also choose the Fusion Banking Essence Mobile software because it provides a strong security-
based mechanism for customers to conduct a variety of transactions, such as monitoring historical activity,
card activity, and fund management, as well as being able to transfer funds with an increased level of
security (Jansson, 2018).
 Customers who lose money while using M-banking app technology owing to careless errors such as
incorrectly entering an account number or amount of money should be made aware of how to recover their
funds by the bank. They voiced concern that banks would not compensate them in the event of errors.

57
The personal reflection that covered by stating the evaluation of the project management
process to meet stated objectives and support own learning and performance.

To be more precise, the fundamentals of the project management process and project management plan are
directly related to one of the potential avenues for introducing abilities and practices that are intended to
produce high-quality projects.

I have the freedom to try out new, more difficult methods and ideas with this project without being concerned
about failing or being discouraged. Paid jobs can be a risky place to push this in because true improvement
can only come from challenging myself and stepping outside of my comfort zone. Because of this, it's simple
to slip into a "safe" mentality at work and lose opportunities to advance and get better. As a result of this
repetition, it has become one of my go-to professional lenses, has significantly honed and improved my
photographs, and now feels as natural to me as my own eyes. My art is given new life by this project
management plan, which offers new inspiration and avenues for exploration as well as new sources and
channels of inspiration. The project management plan prompted me to reconsider how I approach my subjects,
which in turn had an impact on my professional work and caused me to view commonplace situations in new
ways.
I was able to quit professionalizing myself and concentrate on growing as an academic writer rather than just
as an academician thanks to this project management plan. As a result, I'm now enthusiastic about potential
employment ideas that are in the works that, a year ago, I would not have thought were feasible or pertinent to
me. My project management abilities, which are crucial to these two initiatives, significantly advance. As a
research student, I had access to a variety of project processes, allowing me to examine their flaws, pluses,
and potential effects on the work of stakeholders. I also wrote reports to note how mobile app development
increases customer satisfaction.

In terms of my project management strategies, I can say that each step of the probes requires the combination
of several different tools. In this assignment, I had to design a WBS (Work Breakdown Structure) of the entire
process while developing a mobile app for the bank. I was able to identify important tasks and activities as a
result. I have to focus on scheduling after that. I used Gantt charts, which let us examine the relationships
between different tasks and dates, for this purpose. The assignment of tasks to each team member is, in my
opinion, one of the most important aspects of project management. In the beginning, I ran into several issues
with this matter. I do a feasibility analysis before the project starts, and this method helps to identify potential
barriers to the project's completion. In addition, regular evaluations of the achievements and failures aid in
raising awareness of this project. Additionally, I would want to state that the quality management and
communication process is at the top of my list of priorities. Because a project cannot be successful without an
appropriate channel and flow of communication. Finally, the entire project management process encouraged
58
me to take on any project's risk and to motivate a team to complete successful projects. Moreover, through this
project, I got a clear understanding and in-depth knowledge regarding the process of mobile application
development.

59
References
CGAP, 2006. Mobile Phone Banking and Low-Income Customers: Evidence from South Africa.
Chandler, A.D, 1962. Strategy and Structure, Cambridge, MA. MIT Press.

Ćirić, D. and Gračanin, D, 2017. Agile project management beyond the software industry. In Proceedings of
the XV International Scientific Conference on Industrial Systems. Novi Sad: Faculty of Technical Sciences..
pp. pp. 332-337.
F.I. Anyasi and P.A. Otubu, 2009. Mobile Phone Technology in Banking System: Its Economic Effect.
Research Journal of Information Technology, Volume vol. 1 (1), pp. 1-5.

J. Onner. and C.A. Tellez, 2008. Mobile banking and economic development: Linking adoption impact and
use. Asian Journal of Communication, pp. 318-332.
J.S. Lin, and H.C. Chang, 2011. The role of technology readiness in self-service technology acceptance.
Managing Service Quality, pp. 424-444.

Hatton National Bank PLC, 2021. Hatton National Bank Annual Report 2021, s.l.: Hatton National Bank.
Jansson, F., 2018. Blockchain: The Fundamental Guide to the Technology of the Future of Money,
Cryptocurrency, Bitcoin, Ethereum, and More. 1st ed. s.l.:Independent.

K.L. Lee and Kim, 2007. Factors influencing the adoption behaviour of mobile banking: a South Korean
perspective. Journal of Internet Banking and Commerce, p. p. 12(2).

Meredith J.R.; Mantel Jr. S.J, 2009. Project management, A managerial approach, Eight.

PMBOK, 2017. A guide to the project management body of knowledge. Sixth edition. Newtown Square, PA.
Project Management Institute.
R. Spence, and M.L. Smith, 2010. Development and Poverty Reduction: Five Emerging Stories. Information
Technologies and International Development, Volume 6, pp. 11-17.

The report, H. N. B. A., 2021. Hatton National Bank PLC, 2021, s.l.: Hatton National Bank.

Smith, K.G., Mitchell, T.R., & Summer, C.E, 1985. Top-level management priorities in different stages of the
organizational life cycle. Academy of Management Journal, pp. 28, 799-820.
Tavlas, T, 2015. Digital Banking Tips: Practical Tips for Disruptors! 1st ed. s.l.:Create Space Independent
Publishing Platform.

60
Section – Declaration
I have read, understood and will abide by the institution’s Research and Ethics Policy:

Yes: No:

I have discussed the ethical issues relating to my research with my Unit Tutor:

Yes: No:

I confirm that to the best of my knowledge:

The above information is correct and this is a full description of the ethical issues that may arise in the course of
my research.

Name:

Date:

Please submit your completed form to:

61
Frequency Table

1. Have you used our self-banking app/bank on palm-top

device?

Valid Cumulative
Frequency Percent Percent Percent

Valid Yes 36 36.0 36.0 36.0

NO 64 64.0 64.0 100.0

Total 100 100.0 100.0

[Link] satisfied are you with the self-banking app/bank on palm-top device?

Valid Cumulative
Frequency Percent Percent Percent

Valid Very satisfied 2 2.0 2.0 2.0

somewhat satisfied 4 4.0 4.0 6.0

Neutral 20 20.0 20.0 26.0

Somewhat 46 46.0 46.0 72.0

dissatisfied

very dissatisfied 28 28.0 28.0 100.0

Total 100 100.0 100.0

[Link] often do you use the self-banking app/bank on palm-top

device?

Valid Cumulative
Frequency Percent Percent Percent

Valid Daily 37 37.0 37.0 37.0

weekly 19 19.0 19.0 56.0

Monthly 16 16.0 16.0 72.0

Rarely 28 28.0 28.0 100.0

62
 Total 100 100.0 100.0

[Link] easy is it to navigate the self-banking app/bank on palm-top

device?

Valid Cumulative
Frequency Percent Percent Percent

Valid very easy 29 29.0 29.0 29.0

some what easy 24 24.0 24.0 53.0

Neutral 31 31.0 31.0 84.0

some what 16 16.0 16.0 100.0

difficult

Total 100 100.0 100.0

[Link] satisfied are you with the features and functionalities of the self-
banking app/bank on palm-top device?

Valid Cumulative
Frequency Percent Percent Percent

Valid somewhat satisfied 5 5.0 5.0 5.0

Neutral 23 23.0 23.0 28.0

Somewhat 42 42.0 42.0 70.0

dissatisfied

very dissatisfied 30 30.0 30.0 100.0

Total 100 100.0 100.0

63
[Link] secure do you feel when using the self-banking app/bank on palm-
top device?

Valid Cumulative
Frequency Percent Percent Percent

Valid very secure 1 1.0 1.0 1.0

somewhat secure 5 5.0 5.0 6.0

Neutral 21 21.0 21.0 27.0

somewhat 37 37.0 37.0 64.0

insecure

very insecure 36 36.0 36.0 100.0

Total 100 100.0 100.0

[Link] you had any issues or problems while using the self-
banking app/bank on palm-top device? If so, please describe.

Valid Cumulative
Frequency Percent Percent Percent

Valid Yes 31 31.0 31.0 31.0

No 69 69.0 69.0 100.0

Total 100 100.0 100.0

64
 [Link] responsive is the customer support when you have a question or
issue with the self-banking app/bank on a palm-top device?

Valid Cumulative
Frequency Percent Percent Percent

Valid Very responsive 2 2.0 2.0 2.0

somewhat responsive 8 8.0 8.0 10.0

Neutral 17 17.0 17.0 27.0

somewhat 49 49.0 49.0 76.0

unresponsive

very unresponsive 24 24.0 24.0 100.0

Total 100 100.0 100.0

[Link] you recommend the self-banking app/bank on palm-

top device to others?

Valid Cumulative
Frequency Percent Percent Percent

Valid Yes 36 36.0 36.0 36.0

No 64 64.0 64.0 100.0

Total 100 100.0 100.0

65