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BenkiraneMohamedAliApprenticeProjectmanager&toolsdeveloper

4A-CFA(Englishgroup:M)

Projectreport

ApplicationformanagingKPIs

BenkiraneMohamedAli ESIEA–CFA-4A2015/2016

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AbstractThepresentreportissubmittedinpursuanceofmyfirstmissionasatraineeassistantprojectmanagerandtoolsdeveloperintheQualityandPre-ProductionServices(QPS)teamofSociétéGénéraleCorporate& InvestmentBanking (SGCIB).This firstmission isaboutdevelopingawebapplicationthataimstomanageKeyPerformanceIndicators(KPIs)thatrevealthequalityoftheapplicationsusedbyourcustomersbeforethedelivery.Thedevelopedtoolenablesnotonlyeachqualitymanagertodealwithindicatorsbutitalsoallowscustomerstolookthemupandthushaveaclearvisibilityonourprofessionandourprovidedservices.Besides,monthlyreportsaregeneratedinordertonoticeevolutionsandpasstheinformationontothehierarchy.


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TableofcontentsAbstract.............................................................................................................................2

1. Introduction................................................................................................................4

2. Thecompany:SociétéGénéraleCIB............................................................................52.1. SociétéGénérale,keydates............................................................................................52.2. Mainactivities&figures.................................................................................................62.3. GlobalBankingandInvestorSolutions&ITEC.................................................................72.4. PRDwithinITEC...............................................................................................................72.5. Quality&Pre-ProductionServicesteam..........................................................................8

2.5.1. Roleof3peopleworkinginQPS:..................................................................................92.6. Myinduction...................................................................................................................9

3. PerformanceIndicatorofQualityAssurance(PiQUAtool).........................................103.1. Context.........................................................................................................................103.2. Userneeds....................................................................................................................113.3. Objectives.....................................................................................................................113.4. Firststeps.....................................................................................................................113.5. Thestudy......................................................................................................................11

3.5.1. Anintranetassolution:...............................................................................................123.5.2. Importantfeatures:.....................................................................................................123.5.3. Selectionofframework:..............................................................................................133.5.4. Databaseschema........................................................................................................133.5.5. Mock-ups&design......................................................................................................14

3.6. Thedevelopment..........................................................................................................153.6.1. Tools&softwareused.................................................................................................153.6.2. Developmentcycles....................................................................................................153.6.3. Realizations.................................................................................................................16

3.7. Evolutions(Futureoftheproject).................................................................................18

4. Personalreviews.......................................................................................................194.1. Generalreview.............................................................................................................194.2. Encountereddifficulties................................................................................................19

5. Conclusion................................................................................................................20


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1. IntroductionConsideringthatITandnewtechnologiesaremypassionsincemychildhood,Idecidedto

pursuemystudiesinthisdomain.

ComingfromaDUTincomputerscience,completedbyaninternshipinTotal,Ienrolledthe

ESIEA Group for my 1st year of engineering as an apprentice project manager and tools

developeratSociétéGénéraleCorporateand InvestmentBanking (SGCIB).Thereasons for

thischoiceweretwofold.First, the fact that Ihadagreatexperience inoneof the largest

Frenchcompanyasanintern.Andsecond,Iknewthattheapprenticeshipisnowadaysthe

bestpathtoworkworldandsuccess.

«Chooseajobyouloveandyouwillneverhavetoworkadayinyourlife»

–ConfusiusTheaimofthisreportistogiveanoverviewonboththehumanandtechnicalaspectsofmy

mission.

Forthat,IwillpresenttheSGCIBandmyteam.ThenIwilltalkaboutthemainprojectIwas

givenbydescribingmyobjectives,tasks,problemsIencounteredandhowIresolvedthem.

AndtoconcludeIwillgiveasummaryabouttheproject.


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2. Thecompany:SociétéGénéraleCIB

SociétéGénéraleisoneofthefirstEuropeanbanks.Foundedin1864byanindustrialgroupandthe

RothschildfamilytopushforwardanddeveloptheindustryandtradesinFrance.

Sincethecreation,SociétéGénéraleworkedondevelopingitsnetworkinFrance,thenEnglandtobe

presentinmorethan76countriestodaywithmorethan30millioncustomers.

TheFrenchgroup isoneof the leading financialservicesgroups inEurope.Basedonadiversified

universalbankingmodel,thegroupcombinesfinancialsoliditywithastrategyofsustainablegrowth.

SociétéGénéraleaimstobetherelationship-focusedbank,areferenceinitsmarkets,closetoclients,

chosenforthequalityandcommitmentsofitsteams.

2.1. SociétéGénérale,keydatesNapoléonIIIauthorizethecreationofafinancialgrouptohelpgrowingthe

tradesandindustryinFrance

Société Générale becomes the 1st French bank with more than 1400

counters.

Creationofnewbranches:Sogelease,SogebailandSofinabail.

SociétéGénéraleisoneofthethreebiggestprivatebanksintheworld.

TheysignedapartnershipwiththeFrenchrugbyteam,whatenrichthe

organizationculture

DevelopmentofSGisorientedtowardsthreehubs:Retailbanking,asset

managementandcorporateandinvestmentbanking

1864

1920

1967

1987

1990


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2.2. Mainactivities&figuresSociétéGénéraleismadeupofthreemainfoundationsattheheartofthebankingmodelandfinance:1

http://www.societegenerale.com/sites/default/files/documents/InfographieGroupe2015/20160422_Info_FR.pdf

RBDF:RetailBankingDeFranceIBFS:InternationalBanking&FinancialServicesGBIS:GlobalBanking&InvestorSolutions

RBDF GBISIBFS

148300Employeesin76countries

122Nationalities 23.6BillionEurosinnetbankingincome

30MillionofclientsIndividuals&Professionals


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2.3. GlobalBankingandInvestorSolutions&ITECGBISisoneofthepillaroftheGroupSociétéGénérale.Presentonallthemainmarkets,with

about20000employeesinmorethan50countriesthroughEurope,Americas,Asia-Pacific.It

leansonseveralmajorprinciples:

v Answerthelongtermsneedsforourcustomers

v Supportthegrowthbytakingadvantageofourstrengths

v Leadarigorousmanagementofourrisksinallouractivities

GBISiscomposedby:

v SGCIB:Corporate&InvestmentBanking

v SGPB:PrivateBanking

v SGSS:SecurityServices

ITEC2istheITsystemdepartmentofGBIS.Itisdividedinmanysteeringcomities.

2.4. PRD3withinITEC

Itisdividedintofourteams:

v APS:ApplicationSupport

v SMT:ServiceManagementTower

v QPS:QualityAssuranceandPre-Production

Services

v CRM:CustomerRelationshipManagement

2ITEC:InformationTechnologies,ITSystemdepartmentofGBIS3PRD:ProductionServices

ITEC/PRD is the production department of ITEC. It countsmore than 900 employees. Its

objective is to provide worldwide application services to all GBIS users while ensuring a

consistentandacceptablequalityandlevelofserviceatanadequatecost.

PRD

SMT

APS

QPS

CRM


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Andhasfourprinciples:A. Governance:a. StrictsegregationbetweenProd&non-

prodenvironmentsB. DecisionCenter:a. Strongcentralsteeringandcontrolofthe

productionb. Aligned to business partners and

proximitywithfrontofficeC. Organizationalresilience:a. Globalorganizationb. Followthesunmodelc. Regulatoryconstraints

D. Execution:a. Optimizationoflowcostcentersusageb. Compliancewithmarketbest-practices(ITIL,COBIT…)c. Staffwithtruedeepproductionexpertiseandcertification

2.5. Quality&Pre-ProductionServicesteamQPS is inchargeofQuality Insuranceandprovidealsotechnicalservicestoall ITEConpre

productionenvironments.

Itisdividedinto2teams:

IjoinedthetestingteamofQPSonSeptember,2014asanapprenticeprojectmanagerand

toolsdeveloper.Throughoutallthisreport,IwilltalkabouttheprojectandtasksIwasgiven.

DecisionCenterGovernance

Organizationalresilience Execution

QPS

TESTING

v Contributing to software qualityimprovement through the check ofapplications functional behavior inproduction.

v Testingservicesbyprovidingexpertizingon regression tests, chain tests, newfunctionalitiestests.

DEPLOYMENT

v Preparing the pre productionenvironmentstothetesters

v Bringingtechnicalservicesandmanaging

thepreproductionenvironments


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2.5.1. Roleof3peopleworkinginQPS:v Process Liaison: Provide a single point of contact for one or more IT Service

Management processes. Represent QPS interests with developers Service

Management teams. He provides the authority or ability to make changes in the

process as required, and manages processes end-to-end so as to ensure optimal

overallperformance.

v Service Manager: Represents all QPS provided services to developers and is

responsibleforallServiceSupportandServiceDeliveryactionstakentoensurethey

meetGBISbusinessneedsandITRequirements.HeisalsoresponsibleforoverallGBIS

CustomerSatisfaction.

v TestManager: Primary role is to ensure that proper testing occurs for all changes

releasedintotheproductionenvironmentsmanagedbyQPS.

2.6. Myinduction

MyintegrationwithintheQualityAssuranceteam

wasfast,easyandrewardingthankstomembers

oftheteamandthevariousintegrationprograms.

Indeed, PRD provides two essential integration

programsfornewjoinersastrainees,apprentices

orexperienced.

Theseprogramsare:

v PRD START, which allows new joiners to

discoverthetradesofGBISsothattheyknowthe

needs of customers and more precisely on PRD

wayofworking.Severalmeetingsareorganizedto

presentthevariousworkprocessesanddifferent

teamsthatwecouldinteractwith.

v TheWAY-WeAreYoung-:isateamofHRs

that facilitate the induction within PRD by

organizingeventssuchasafterworks,newmemberpresentationsessions.Thisallows

ustogatherwithothertraineesandapprentices.

Picture1:SociétéGénéraleTowers-ByDanielRodet


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3. PerformanceIndicatorofQualityAssurance(PiQUAtool)

“Business intelligence (BI) canbedescribedas "a setof techniquesand tools for theacquisition and transformation of raw data into meaningful and useful informationforbusinessanalysispurposes"[…]ThegoalofBIistoallowfortheeasyinterpretationof these large volumes of data. Identifying new opportunities and implementing aneffectivestrategybasedoninsightscanprovidebusinesseswithacompetitivemarket

advantageandlong-termstability”-Wikipedia:BusinessIntelligence

ThekeyperformanceindicatorsarepartofthesedecisionsupporttoolsthatQPShasadopted

fewyearsago.

Indeed,inordertohaveaviewonitsbusiness,therewasanintroductionofsomeindicators

thatreflectthequalityofdifferentservicesweprovideourclientswith(internal).Itturnedout

thatasimplevisualizationofthecollecteddatacanallowateamtoimprovethesefiguresand

makethemevolveeitherbyaskingasimplequestiononhowcanweimproveafieldorby

findingsolutions

3.1. ContextWhen I joinedQPS, someof theKeyPerformance Indicatorsweremonthlygeneratedand

submittedbytheservicemanagersinordertoshowtheprogressionofourtestingactivityand

thequalityofthepackagesfurnishedbythedevelopers.

InoticedthattheseKPIsweresavedintoanExcelfilewhichwasimportedinawebsitetostore

thevaluesinadatabaseandthen,thewebsiteofferssomereportsgeneration.Besides,there

were72valuestoinputmonthlyforeachapplication.Theprocesswastimeconsumingand

servicemanagersspentmoretimeforinputsthantoanalyzevalues.

Intheend,theyfoundthemselveswithlotsofExcelfilesanddifficultiestoextractinformation

fromtheselatters.

Myprincipalobjectivewastomakethisprocesseasier,productiveandusefulbyprovidingan

intuitivetoolthatwillmanagetheseKPIs.


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3.2. UserneedsTheideaistoimplementawebapplication,thatwillbeaccessibletoallGBISemployeessoas

toalloweachservicemanagerandtestertomanagetheirindicatorsforeachapplications,as

wellastoallowcustomerstoseethemandthereforehaveavisibilityonourbusinessand

servicesprovided.

Inaddition, thesolutionshouldprovide thegenerationofmonthly reports toobserveany

changesandprovidefeedbacktothehierarchyatquarterlymeetings.

3.3. ObjectivesMy first objective was to facilitate the user experience dealing with this task which

requiredconsiderabletimefordatainput,andthusimprovetheprocessinordertoobtain

thegreatestprofit.

Indeed,usersspentmoretimeondatainputandlessontheanalysis.Butthemainpurpose

of KPIs is quite the opposite: Easiness in collecting data and then taking time to analyze,

observingtheevolutionofthebusinessandfindingsolutionsforimprovements.

3.4. FirststepsBeforebeginningthedevelopmentofthetool,Iorganizedthreemeetingswiththedifferent

users andpeople thatwill use the futureapplication. Theaimof theseworkshopswas to

review,defineandvalidatetheindicatorstokeep.Attheend,wedecidedtoretain21.Which

alreadyimprovetheuserexperiencebyreducingthenumberofvaluestoinputfrom70+to

21.

3.5. ThestudyOncetheKPIswerevalidated, Ibeganstudyingthemultiplesolutionsthatcanresolvethe

problemgiven.IfirstthoughtofadesktopapplicationthatwillbedevelopedinJava,asIhad

more facilitywiththis language.However, followingmyproposal tomymanager, thisone

askedmetoleanalittlemoretowardsawebsolutionthatwillbeeasilyaccessibletousers

andwillnotrequireanyinstallationoncomputers.


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3.5.1. Anintranetassolution:Anintranetisaprivatenetworkaccessibleonlytoanorganization'sstaff.Generallyawide

rangeof informationandservices fromtheorganization's internal ITsystemsareavailable

thatwould not be available to the public from the Internet.A company-wide intranet can

constituteanimportantfocalpointofinternalcommunicationandcollaboration,andprovide

asinglestartingpointtoaccessinternalandexternalresources.Initssimplestformanintranet

is established with the technologies for local area networks (LANs) and wide area

networks(WANs).

Source:https://en.wikipedia.org/wiki/Intranet#cite_note-sun-1

TheSociétéGénéraleGroup through its intranet affirmed itswillingness tobring together

throughaninternalclient-serverarchitecture,themostrevolutionaryaspectsoftheInternet:

tocommunicateandshare.Indeed,thegroup'sintranetisaccessiblebyallsubsidiariesinthe

5continentswhilerespectingthetwokeypointsofanintranet:securityandprivacy.

3.5.2. Importantfeatures:Theapplicationwillhavesomeimportantfeaturesas:

v Consultationofindicatorsbyapplyingsomefilters:

o Byunit,team,application

o Bydate(From-to)

v Add/Update/Deleteindicatorsfromatable

v Sortingthevalues

v Exportofdata

v Generatingreports

v Userandrightsmanagements


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3.5.3. Selectionofframework:Once these features defined, I started making some comparative research on different

frameworksthatcanhelpbuildingwebapplicationsbeingefficientandsecureatthesame

time, and whose syntax is not difficult to learn because I had knowledge about web

development,butnotenoughtimetolearnanewlanguage.

I discovered Ext JS, a Javascript Framework that help building

interactive web applications. This library provides a number of

visual components including one that will be essential for our

application,whichisfilterableandeditabletable.

Symfony is a French PHP Framework developed by the

SensioLabsweb agency. It provides flexible and adaptable

featuresthatfacilitateandspeedupphpdevelopment.

3.5.4. Databaseschema

Picture2:DatabaseSchema


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3.5.5. Mock-ups&design

Aswecanseeinthismock-up,allthefunctionalitieswillbeaccessiblefromthehomepage.

Onceanadministratorisconnected,the“Admin”tabappearsandtheusercanaccessallthe

administrationfunctionalities.


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3.6. ThedevelopmentOnceallthesestepscompleted,Istartedbysettingmyworkstation,installingthesoftware

needed.

3.6.1. Tools&softwareused

Sublime Text is a sophisticated text editor for code, markup and prose.

You'll love the slick user interface, extraordinary features and amazing

performance.

XAMPPisthemostpopularPHPdevelopmentenvironment

Itisacompletelyfree,easytoinstallApachedistributioncontainingMariaDB,

PHP, and Perl. The XAMPP open source package has been set up to be

incrediblyeasytoinstallandtouse.

MySQLisanopen-sourcerelationaldatabasemanagementsystem(RDBMS).

Itisusedtostoreallthedataoftheapplication

3.6.2. DevelopmentcyclesTodeveloptheapplication,IhavedecidedinagreementwithMrBENHADJAYEDtodoastep

by step development, delivering 3 versions forwhichwehave defined the features to be

developed:

Version Features

V1

- Structureoftheapplication

- Editableandfilterabletable

- KPIsreading

V1.2- Reportinggeneration(Aggregatedvalues)

- Exportdata(Excelfiles)

V1.3

- Administrationfeatures

- Authentication

- Users&rightsmanagements

- Applicationsmanagement


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3.6.3. Realizations

V1-V3werecompletelydevelopedcontainingallthefeaturesrequired.

Aswecanseeonthescreenshotsabove,thefirstversionV1.Xfollowsmock-upsand

featuresdescribedpreviously.

Furthermore, we selected some users to test the application before launching it into

production.Itallowsmetocollectsomereviewsinordertofindandcorrectsomebugsinone

hand,andimprovetheuserexperienceintheother.

Picture3:Homepageoftheapplication

Picture4:Homepagewitheditabledata


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ThereviewsIgot,weremostlyrelatedtothedesignofthewebsite.Idecidedthentorevise

the viewsas I developed theapplication following theMVCarchitecture (Model –View–

Controller)whichhelpssegregatingtheviewsfromdatamanagementandfunctionalities.

SoitwaseasytomodifytheversionV1.3byapplyinganewdesignwhichyieldtoversionV.2.

Bellowthescreenshotsofthenewversion:


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Thisnewversioncontainsthesamefeaturesaspreviouswiththeadditionofanewone:

- Generationofmonthlyperformanceindicatorstablewithoneclick.

- Inputnotificationeachbeginningofthemonthbysendingemailstousers.

- Inputstatuswhichissenttomanagerseach10thofthemonth.

3.7. Evolutions(Futureoftheproject)Amongthepossibledevelopmentsforthisproject,itisconceivabletoaddaconfigurationfile

andasettingspagetomakeitmoreuniversalinthemanagementofvariousKPIs.Indeed,at

thismomentonlytheKPIsthatIfilledinthecodecanbemanaged.

Picture5:Usermanagementpage


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4. Personalreviews

4.1. GeneralreviewThisprojecthasbeenveryrewardingformyprofessionalexperience.Indeed,regardingthe

technicalsidethisexperiencefitswellwithinmyapprenticeshipandallowsmetoapplymy

knowledgeacquiredduringmyhoursofclass.

Besides,Ilearnedtomanageaprojectaccordingtothecompanystandards,butalsolearned

howtousenewframeworkandbooksellers(Symfony2andExtJS)popular intheworldof

work.

Concerningthehumanaspect,Ihadtheopportunitytodiscoverthehowanengineerworks

in a big company thanks to my colleagues who do not hesitate to share with me their

knowledge.Ialsolearnedhowtointeractwiththevariouslinemanagers,setupmeetingsand

managemytime.

4.2. EncountereddifficultiesThroughoutthe implementationofthisproject, Ihavemetnumberofdifficultchallenges I

havetofacetoreachmygoals.

ItwasdifficultatthebeginningtounderstandthefunctionalstructureofGBISandgettoknow

rolesandmissionsofeachteam.ButthankstothePRDStartprogram,mycolleaguesandthe

variousmeetingsIhaveattended,Ihadanswerstoallmyquestionsquickly.

Ialsohadsomedifficultiesmanagingmytimesomeperiodsaswehadourexamsandschool

projects inthesametimetorender.But Ihandledthisoverloadofworkbyworkingmore

reorganizingmytimetable.

Regarding the technical side, I had some problems during the implementation of some

functionssuchasdataexportforexample.Butthroughthedifferentexistingforumsonthe

internet,Iwasabletofindanswerstomyquestions.IalsohadtolearnhowtouseSymfony

FrameworkasIwasnotfamiliarwithitinashorttime.


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5. Conclusion

Icanconcludethatthisexperienceexceededbyfarmyexpectationsforanapprenticeship

project.Indeed,beingabletoperformallthestepsoftodeliveraproduct,fromanideatoan

applicationintoproduction,goingthroughthestudy,design,implementationANDdebugging

whilehavingtheopportunitytogivemypointofview,makenewsuggestionsandnoticing

thatthesearetakenintoaccount,butalsosolvingsomeproblems,challengingmyselfreally

helpedmebeingself-confidentandgaininginmaturity.

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