31097 IT Operations Management Case Study Task 2– Autumn 2010
32541 Project Management
The Newspaper Article
Strange Bank Statements – Rachel Browne
Source: Sydney Morning Herald, Sunday March 7th 2010, Page 30
Sydney teacher Lisa Grando does not know the person whose St George Bank statement she received last week. However, she knows they have a taste for Nano’s, KFC and McDonald’s, and they frequent Blacktown Workers Club.
Mrs Grando was one of 42,000 St George Bank customers who were inadvertently sent inco
ect statements last week. Each statement had the co
ect name and address of the customer, followed by a stranger’s spending habits.
“I can only assume someone else out there has a statement with all my personal information on it,” she said.
The stranger’s account number was included, an e
or that affected 1300 customers. St George Bank has apologized for the e
or, which affects statements ending on Fe
uary 26, 2010. Affected customer can contact St George Bank on XXXXXXXXXX.
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The Project Managers Response
Background
It is 8am on the Fe
uary 27th 2010.
You were the Project Manager for the New Bank Statements project. This project covered all aspects of producing a bank statement other than the physical print and distribution (which is outsourced). The bank provides the printing outsourcer with a disk containing all the relevant information and then they print and mail the statements to the bank’s customers.
The CIO (Kristina Bligh) will
ief the CEO in 10 minutes and has asked you to provide an update on the ‘Strange banks statements’ problem.
The Bank’s IT Operations Manager and the Printing Outsourcer’s Manager have also been asked to respond.
Task
On the next page write your response to the CIO regarding the problem.
Dear Kristina,
Yours faithfully
Project Manager - New Bank Statements
1