General banking activities Experiences from Jamuna bank

7/23/2019 General banking activities Experiences from Jamuna bank

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1.1 Introduction

As a student of MBA everyone has to conduct a practical orientation in any organization

for fulfilling the requirements of the 12 weeks Internship Program !he main purpose of

the program is to e"pose the students to the real world situation

!his report is done as a partial requirement of the internship program for the MBA

students !his report is prepared for the internship program consisting of a ma#or in$

depth study of the total %anking of &amuna Bank 'td Practical knowledge is fundamental

for the application of theoretical intelligence Bearing this in mind( internship program

was %eing included in the MBA curriculum !he goal of this analysis is to e"pose the

student in the organizational work situation and also to provide an opportunity for

applying classroom learning in practice considering the differences %etween theories and

practice

)eneral Banking practices in our country are not ancient After Independence( financial

institutions of *ast Pakistan have %een merged to pu%lic limited %ank )overnment

owned %anks failed to progress and support economic activities of the country( since 1++,

private limited %anks started to emerge It has %een almost 1- years( and now the scenario

is of four state$owned commercial %anks( five specialized %anks( thirty eight private

commercial %anks( one land development %ank and nine foreign commercial %anks !he

growth of private sector %anking is rapid Because of flow of capital( accounta%ility(

service quality and lack of corruption has made the private %anks popular( customer

friendly( moreover they have successfully managed credit$portfolio which helped %oth

the %anks and the end clients .tock market achievement( easy profita%ility has made thelife of the private %anking cherisha%le But( 'ots of individual %anks entered the market(

it %ecame competitive( and )overnment %ecame skeptical due to some loan fraudulency

and money laundering !his %ackground is not old( hence( Banking now a days has

%ecame dynamic and more than competitive

&amuna Bank 'imited is a private commercial %ank !he Bank has %een esta%lished at

2,,1 and now it has +/ %ranches over the country It e"presses itself as a %rand of third

generation Being a third generation %ank( It has %een e"pected that the Bank0s

management standards will %e up to the task( ustomers are well served and employees

are also satisfied with the reward system

!he Branch of ilkusha is literally a semi corporate %ranch !he client %ase( turnover(

employee portfolio and activities agree that statement But( it has %een found that the

management practices of this %ranch( with internal and e"ternal customer satisfaction is

not good enough As the %ranch is a key contri%utor and held as an standard %ranch of



&B' culture( It is clear that( other %ranches performances in %anking is almost as same or

low than this %ranch( 3ence( !his %ranch portrays the practices of &amuna Bank itself

An analysis has %een done to prove that( the measures of total quality management have

%een taken consideration to evaluate the %ranches management standards 1- samples are

%eing o%served in interview %ased on questionnaire to test hypothesis regarding

satisfaction

!here are plenty of reports on general %anking in Bangladesh4 Ma#orities of them are of

internship %asses But( *valuating a Branches management practices is recent research

pro%lem( conducted here In addition( in other country there are works related employee

and customer satisfaction of the %ank %ut( unfortunately( in our country this work is one

of the fewest among them

5or( the further proceedings( a widely discussed literature review have %een added to

convey the discussions of various topics that were analyzed later 6eal life

recommendations were given to improve the gaps of the Branch

1.2 Literature Review:

)eneral %anking is the starting point of all the %anking operations It is the department(

which provides day$to$day services to the customers *very day it receives deposits from

the customers and meets their demand for cash %y honoring cheques It opens new

accounts( remit funds( issues %ank drafts and pay orders etc .ince %ank is confined to

provide the services every day( general %anking is also known as 7retail %anking8 9.amia(

2,1:;

A management system descri%es the set of procedures an organization needs to follow inorder to meet its o%#ectives In some small organizations( there may not %e an official

system( #ust <our way of doing things= that is mostly kept in the heads of the staff But the

larger the organization( the more likely that procedures need to %e recorded to ensure

everyone is clear on who does what !his process of systemizing how things are done is

known as a management system 9 I.> >rg;

'eadership may %e defined as 7a process where%y an individual influences a group of

individuals to achieve a common goal8 9?orthouse( 2,1,( p :; 5urther( @elloway

Barling 92,1,; define leadership as a process of social influence that is enacted %y

individuals in formal positions of power or leadership positions within an organization(

such as managers and supervisors Although leadership is not confined to individuals in

formal leadership positions( it is argued that these individuals may have a particularly

wide remit of influence within an organization 9@elloway Barling( 2,1,;

!he quality council should %e the first organizational step toward quality improvement

93amel( 2,1:; alues are the outcome of choice( as well as the underlying forces which



influence those choices 9 6aia( 1+CC; onsumer .atisfaction Process can %e depicted in

the following steps 9*ngel( Blackwell et al 1++-;D E ?eed recognition F realization of the

difference %etween desired situation and the current situation that serves as a trigger for

the entire consumption process E .earch for information $ search for data relevant for the

purchasing decision( %oth from internal sources 9one0s memory; andGor e"ternal sources E

Pre$purchase alternative evaluation $ assessment of availa%le choices that can fulfill the

realized need %y evaluating %enefits they may deliver and reduction of the num%er of

options to the one 9or several; preferred E Purchase $ acquirement of the chosen option of

product or service ='ife cycle approaches to sustaina%le consumption=( AI.! : E

onsumption $ utilization of the procured option E Post$purchase alternative re$

evaluation $ assessment of whether or not and to what degree the consumption of the

alternative produced satisfaction E ivestment $ disposal of the unconsumed product or

its remnants

Most often employee engagement has %een defined as emotional and intellectualcommitment to the organization 9Baumruk 2,,H( 6ichman 2,, and .haw 2,,-; or the

amount of discretionary effort e"hi%ited %y employees in their #o% 95rank et al 2,,H;

!hus( according to @ahn 91++,;( engagement means to %e psychologically as well as

physically present when occupying and performing an organizational role

@aizen 9@ai do( change( and Jen well; is a kind of thinking and management4 it is a

philosophy %eing used not only in management field %ut also in the everyday life in

&apan It means gradual and continuous progress( increase of value( intensification( and

improvement 9@arkoszka and .zewieczet( 2,,/; It is translated in the west as

ongoing( continuous improvement 9I; 9Malik et al( 2,,/; !he phrase KI= is associated

with a variety of organizational developments including the adoption of Kleanmanufacturing= techniques( total quality management 9!LM; employee involvement

programmers( customer service initiatives( and waste reduction campaign It is the

KaccompanyFwide process of focused and continuous incremental innovation= 9Bhuyan

and Baghel( 2,,-;( Ksmall incremental changes in productive processes or in working=

practices that permit an improvement in some indicator of performance 9)arcia et al(

2,,C; !he main focus of I on three key notations as indicated %y Brunet and ?ew

92,,:;

?eely et al KPerformance Measurement is a topic often discussed %ut rarely defined=

5ollowing their comment concerning definitions( ?eely et al +N went on to propose

definitions of performance measurement( a performance measure and a performance

measurement system !hese wereD KPerformance measurement can %e defined as the

process of quantifying the efficiency and effectiveness of action= KA performance

measure can %e defined as a metric used to quantify the efficiency andGor effectiveness of

action= KA performance measurement system can %e defined as the set of metrics used to

quantify %oth the efficiency and effectiveness of actions



Benchmarking as a continuous and systematic process of comparing products( services(

processes and outcomes with other organizations or e"emplars( for the purpose of

improving outcomes %y identifying( adapting and implementing %est practice approaches

9*dith owan Oniversity( 2,11;

Information technology 9I!; is universally regarded as an essential tool in enhancing the

competitiveness of the economy of a country !here is consensus that I! has significant

effects on the productivity of firms !hese effects will only %e realized if( and when( I!

are widely spread and used It is essential to understand the determinants of I! adoption

9!iago( 2,11;

*nvironmental management is considered as a methodology for managing the operations

of an organization to ensure they are performed in an environmentally responsi%le

manner It can also %e seen as the sensi%le utilization and management of environmental

resources in a cost$effective and sustaina%le way 93ale( 1++-;*nvironmental management is a comple" mechanism involving many important issues(

such as operations and technologies( products and services( functional strategies and

management systems 9@lassen and Mclaughlin( 1++4 @olk and Mauser( 2,,2;

Luality function deployment 9L5; is 77an overall concept that provides a means of

translating customer requirements into the appropriate technical requirements for each

stage of product development and production 9ie( marketing strategies( planning(

product design and engineering( prototype evaluation( production process development(

production( sales;88 9.ullivan( 1+C;

orporate citizenship descri%es the role of the corporation in administering citizenship

rights for individuals .uch a definition reframes away from the notion that the

corporation is a citizen in itself 9as individuals are;( and towards the acknowledgement

that the corporation administers certain aspects of citizenship for those individuals e do

not wish suggest that corporations are the only actors administering these rights( %ut they

have taken over considera%le responsi%ility for such administration from governments

9 Matten 2,,:;

3erz%erg had close links with Maslow and %elieved in a two$factor theory of motivation

3e argued that there were certain factors that a %usiness could introduce that would

directly motivate employees to work harder 9motivators; 3owever there were also

factors that would de$motivate an employee if not present %ut would not in themselves

actually motivate employees to work harder 9hygiene factors;( 96illey 2,1-;

)reen Banking is an um%rella term referring to practices and guidelines that make %anks

sustaina%le in economic( environment( and social dimensions It aims to make %anking



processes and the use of I! and physical infrastructure as efficient and effective as

possi%le( with zero or minimal impact on the environment 9 Ahu#a( 2,1-;

!he goal of statistical process control 9.P; is to make a process sta%le or predicta%le( %y

distinguishing common variation from specialGsporadic variation apa%ility analysis and

process improvement actions shall only %e put in place if the o%serva%le varia%ility of the

process is a%sent of special causes of variation onventional .P methods often do not

work well in short$run situations( such as in the followingD 1; &o% shop processes where a

high diversity of custom or semi$custom parts is manufactured Monitoring such high

variety of products would require a large num%er of control charts( which is unpractical in

most situations 2; &ust$in$time 9&I!; systems where low levels of inventory are required(

thus demanding the manufacturing of smaller quantities of parts in shorter production

runs :; .tart$up of a process or initiation of a new process( where insufficient num%er of

su%groups is availa%le( so the parameters of the process cannot %e accurately estimated

9 Pedro( 2,1-;

A K'ikert item= is a statement that the respondent is asked to evaluate in a survey In the

e"ample %elow( the statement( K!he checkout process was easy= is a 'ikert item 9anek(

2,12;

A model can come in many shapes( sizes( and styles It is important to emphasize that a

model is not the real world %ut merely a human construct to help us %etter understand real

world systems In general all models have an information input( an information processor(

and an output of e"pected results 9.tartingPoint>rg;

1.3 Research Objective:

6esearch >%#ectives are as followsD

A !o know overall profile of the ompany

B !o find out how &B' operates its )eneral Banking

!o identify the pro%lems associated with the %anks Management .tandards

!o detect customer satisfactions of the services provided %y the %ank

* !o analyze the employees &o% .atisfaction in terms of reward system working

conditions of the %ank

1.4 Research Methodology:

1 A; Primary ata has %een collected through o%servation( face to face interview

and questionnaire method

B; .econdary ataD Pu%lications( &ournals( Annual 6eports( !raining manuals of

the %ank



2 A questionnaire identifying the satisfaction of the respondents has %een prepared

on five point type !his has %een attached on the appendi"

: A; Population .izeD !he &amuna Bank Itself

B; .ample .izeD &BB is a semi$corporate %ranch of &amuna Bank !he

reputation of this %ranch is almost alike of the 3eadquarter of it !he situation of it

reflects the overall condition of the whole %ank !hat8s why it has %een taken as a sample

for study

1- .amples of respondents among the employees has %een collected randomly for

hypothesis testing

3,aD ustomers are satisfied with the service provided %y the %ank

3aD ustomers are not satisfied with the service provided %y the %ank

3,%D *mployees are satisfied with the compensation and reward system of the %ank

3%D *mployees are not satisfied with the compensation and reward system of the %ank

H !ools for Analyzing ataD

A; arious models of !otal Luality Management have %een used to identify the

condition of the samples in terms of research o%#ective H and -

B; 3ypothesis !estingD t test( with level of significance ,,- that shows +-Q

confidence level As the sample is small !he population mean is :-( In likert

type data( e weigh the .cales like thisD

.trongly Agree$$$$$$$$$$$$$$-

Agree$$$$$$$$$$$$$$$$$$$$$$$$$H

?either AgreeG isagree$$$:

isagree$$$$$$$$$$$$$$$$$$$$$$2.trongly isagree$$$$$$$$$$$1

hen our sample mean e"ceeds the population mean uo( we will re#ect the hypothesis

and accept the alternative hypothesis as that shows the sample mean is %elow ?either

Agree or isagree meter and lies in disagreement zone !he critical value of t for left tail

test isD 22

tR Average Mean F Population Mean G 9 sGnS-;

sR .tandard eviation R 9.um9T$TU;S2;G9n$1;

1.Li!itations o" #he $tudy:

!he one of the main limitations of the report was to conduct a small scale survey

on clients



!ime period was the other limitation for collecting information( which was only

three month long

Insufficient supply of relevant %ooks and #ournals

!he %ranch is too much %usy %ranch as for this to operate the survey on the %asis

of questionnaire

eficiencies in data required for the study

5ield practice varies with the standard practice that also created pro%lem

!ime provided for conducting the study is another important constraint

!he employees in &amuna Bank 'imited are so much %usy in their responsi%le

fields4 they could hardly provide little time to discuss with them

%In"or!ation o" this &ha'ter have collected "ro! the (an)*s +ebsite,

2.1 #he (an)

Being a :rd generation Bank of Bangladesh( it focuses on



E 6emaining with time

E Managing change

E eveloping human capital

E reating true customer8s value

&amuna Bank 'imited 9&B'; is a Banking ompany registered under the ompanies Act(

1++H of Bangladesh with its 3ead >ffice currently at 3adi Mansion( 2( ilkusha GA(

haka$1,,,( and Bangladesh !he Bank started its operation from :rd &une 2,,1

!he Bank provides all types of support to trade( commerce( industry and overall %usiness

of the country &B'0s finances are also availa%le for the entrepreneurs to set up promising

new ventures and BM6* of e"isting industrial units &amuna Bank 'td( the only Bengali

named :rd generation private commercial %ank( was esta%lished %y a group of local

entrepreneurs who are well reputed in the field of trade( commerce( industry and %usiness

of the country

!he Bank offers %oth conventional and Islamic %anking through designated %ranches

!he Bank is %eing managed and operated %y a group of highly educated and professional

team with diversified e"perience in finance and %anking !he Management of the %ank

constantly focuses on understanding and anticipating customers0 needs .ince the need of

customers is changing day %y day with the changes of time( the %ank endeavors its %est to

device strategies and introduce new products to cope with the change &amuna Bank 'td

has already achieved tremendous progress within its past 1, years of operation !he %ank

has already %uilt up reputation as one of quality service providers of the country

At present the Bank has real$time >nline %anking %ranches 9of %oth Or%an and 6uralareas; network throughout the country having smart I!$%ack%one Besides traditional

delivery points( the %ank has A!Ms of its own( sharing with other partner %anks and

consortium throughout the country

!he operation hour of the Bank is 1,D,, AM !o D,, PM from .unday to !hursday

with transaction hour from 1,D,, AM to HD,, PM !he Bank remains closed on 5riday(

.aturday and government holidays

2.2 -ision

!o %ecome a leading %anking institution and to play a significant role in the development

of the country

2.3 Mission



!he Bank is committed for satisfying diverse needs of its customers through an array of

products at a competitive price %y using appropriate technology and providing timely

service so that a sustaina%le growth( reasona%le return and contri%ution to the

development of the country can %e ensured with a motivated and professional work$force

2.4 $trategic riority

E elivering customer8 desired products and services to create true customers8

value

E 5ocusing on e"port of %oth traditional and nontraditional items and remittance to

ensure a comforta%le position of foreign e"change all the time

E oing %usinesses that have higher risk ad#usted return

E 5ocusing on maintenance of assets quality rather than its aggressive e"pansion

E hanging the deposit mi" there%y reduce the cost of deposits

E *nsuring all modern alternative delivery channels for easy access to our services

%y customersE !aking %anking to the doorstep of our target group

E 6estructuring e"isting products and introducing new products to meet the demand

of time and the target group

E *ntering into new avenues of %usiness to increase profita%ility

E Bringing un%anked people into our delivery channels

E Increasing fee %ased serviceGactivities where costly capital is not changed

E *nsuring organizational efficiency %y continuous improvement of human capital

and motivation level( dissemination of information and there%y ensuring a

sustaina%le growth of the organization

E Ma"imizing shareholders8 value at all times alongside ensuring a sustaina%legrowth of the organization

E Pursuing .6 activities for our continued support to future generation( distressed

people and for advancement of underprivileged people of the country

E *sta%lishing the %rand image as a growth supportive and pro$customers8 %ank

E .trengthening risk management techniques and ensuring compliance culture

E 6emaining cautious a%out environment and supporting for maintaining a green

and clean soil

2. Objectives

E !o earn and maintain AM*' 6ating 0.trong0

E !o esta%lish relationship %anking and improve service quality through

development of .trategic Marketing Plans

E !o remain one of the %est %anks in Bangladesh in terms of profita%ility and assets

quality



E !o introduce fully automated systems through integration of information

technology

E !o ensure an adequate rate of return on investment

E !o keep risk position at an accepta%le range 9including any off %alance sheet risk;

E !o maintain adequate liquidity to meet maturing o%ligations and commitments

E !o maintain a healthy growth of %usiness with desired image

E !o maintain adequate control systems and transparency in procedures

E !o develop and retain a quality work$force through an effective human 6esources

Management .ystem

E !o ensure optimum utilization of all availa%le resources

E !o pursue an effective system of management %y ensuring compliance to ethical

norms( transparency and accounta%ility at all levels

2./ -alues

.ourceD &B' e%site

2.0 roducts and $ervices

As a new generation private commercial %ank of the country( &B' provides all

conventional services to the clients In addition it presents a good num%er of schemes and

products in deposit and credit forms

>verall products and services can %e categorized into following categoriesD

1; 6etail %anking2; orporate Banking

:; ards and Ad

H; .M* %anking

-; Islamic Banking

; International Banking

/; ?6B %anking



C; !reasury

+; >thersD

E 'ocker services

E >nline %anking services

E .tudent file

E Batch

2. e'osit $che!es

&amuna Bank presents lucrative deposit schemes for its clients !hese are mostly for

limited income people who want to save some money for future !he schemes are

namelyD

E Marriage eposit .cheme

E 'akhpati epositE Millionaire eposit

E @otipati eposit

E *ducation eposit

E Monthly Benefit .cheme 9MB.;

E ou%leG!riple )rowth eposit

E Monthly .avings .cheme 9M..;

5or opening a deposit scheme you only nee to maintain a savings %ank account at any

%ranch of &amuna Bank 'td .uch a scheme in this %ank would help you to overcome

difficult hurdles of life much easily

2. &redit $che!es

Ma#or fields of redit Banking of &B' may %e termed as orporate Banking Onder this

head it concentrates on the followingD

E Agro processing Industry

E *"port oriented G Import su%stitute Industry

E !elecommunication

E Information !echnology

E 6eal *state onstruction

E holesale !rade

E !ransport( 3otel 6estaurant



E ?on%ank financial institution

E 'oan .yndication

E Pro#ect 5inance$ Investment Banking

E 'ease 5inance$ 3ire Purchase$International Banking

E *"port 5inance

E Import 5inance

*"port oriented and Import su%stitute industries include !e"tile

.pinningGyeingGPrinting( )arments and @nitwear( 5ood Allied( Paper Paper

Products( *ngineering .teel Mills( and hemicals .o it may %e said that &B' is rightly

addressing the deserving sectors of nation8s economy

Agro processing and other fields of the %ank8s interest are also very much correct

decision for fund input .o if you are a deserving candidate from one of the said

categories( you may approach &B' for credit

*"cept the a%ove sectors &amuna Bank provides credit in the head( .hop 5inance schemeIn fact this scheme addresses the .M*s of the country .mall %usiness men( retailers and

other self employed people are eligi%le for loan under the scheme And those who are

defined as .M*s are the main target for this program If you represent a .M* or any of

the a%ove categories( you may have a loan from &B' for running and e"panding your

%usiness

2.1 Overview o" others roducts 5 $ervices

&B' serves nonresident Bangladeshis 9?6B; through its different services It maintains a

wide network of correspondent %anks and Money *"change 3ouses all over the world for sending home %ound remittances through proper channel ?6Bs are allowed to open

foreign currency account s in their names !hey may also have fi"ed deposit receipt

accounts in 5G and many other schemes for investment at &B'

!his third generation private %ank issues e%it and redit cards for its customers !he

cards are of local and international categories &amuna Bank has already esta%lished 1+

A!Ms in the countrywide Being a Mem%er of L$ash( our cardholder can use BB'(

B6A and L$ash A!M appro"imately access to :-,, A!Ms ithin the year 2,1-( we

want to esta%lish 2,, A!Ms in the countrywide &amuna Bank 'td always tries to

provide its clients a %etter and world class service through modern technology .o it

didn8t make any delay to introduce any %ranch %anking through its C2 %ranches all over

the country All of its customers are entitled to avail this facility without spending a thing



3.1 6eneral (an)ing 7ctivities

)eneral %anking is the starting point of all the %anking operations It is the department(

which provides day$to$day services to the customers *very day it receives deposits from

the customers and meets their demand for cash %y honoring cheques It opens new

accounts( remit funds( issues %ank drafts and pay orders etc .ince %ank is confined to

provide the services everyday( general %anking is also known as 7retail %anking8



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(an)ing

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.ourceD Author

3.2 7ccount O'ening $ection

!o esta%lish a %anker and customer relationship account opening is the first step >pening

of an account %inds the Banker and customer into contractual relationship But selection

of customer for opening an account is very crucial for a Bank Indeed( fraud and forgery

of all kinds start %y opening account .o( the Bank takes e"tremely cautious measure in

its selection of customers !he following works are done %y this section$

1. 7cce'ting o" de'osit

2. O'ening o" account

3. &hec) boo) issue

4. &losing o" account

3.3 7cce'ting o" de'osit

Accepting deposits is one of the main classic functions of %anks !he relationship

%etween a %anker and his customer %egins with the opening of an account %y the former in the name of the latter Initially all the accounts are opened with a deposit of money %y

the customer and hence these accounts are called deposits accounts Banker solicits

deposits from the mem%ers of the pu%lic %elonging to different lifestyles( engaged in

numerous economic activities and having different financial status !here are two officers

performing various functions in this department

3.4 O'ening an 7ccount

It is said that( there is no %anker customer relationship if there is no aGc of a person in that

%ank By opening an aGc %anker and customer create a contractual relationship 3owever(

selection of customer for opening an account is very crucial for a Bank

8igure: 7ccount o'ening 'rocedure in "low chart



.ourceD Author

91;5or opening an account( at first the prospective account holder will apply for opening

an account %y filling up account opening form Account opening form consists of the

name of the %ranch( type of account( name of the applicant9s;( present address( permanent

address( passport num%er 9if any;( date of %irth( nationality( occupation( nominee9s;(

special instruction 9if any;( initial deposit( specimen signature9s; of the applicant9s;(

introducer8s information etc Moreover have to fill up of @V formD !his form has %een

introduced %y the Bangladesh Bank to prevent money laundering @V form helps toassess the customer lear instructions with regard to operations are found in @V If the

transaction of a customer is suspicious or not matched with the @V than Bank %ranch

should report it to Bangladesh Bank

92; .ignature of the prospective account holder in the account opening form and on the

specimen signature card duly attested %y the introducer Moreover two copies of passport

size photograph duly attested %y the introducer

9:;!he prospective customer should %e properly introduced %y the followingsD

i An e"isting customer of the %ank

ii >fficials of the %ank not %elow the rank of Assistant >fficer

iii A respecta%le person of the locality who is well known to the Manager or

authorized officer

9H; !he authorized officers analyze the introduction and e"amine the documents have

su%mitted



!hen the concerned authority will allocate a num%er for the new account

9-;!he customer than deposit the Kinitial deposit= %y filling up a deposit slips Initial

deposit to open a current account in .B' is !k 1,,,,, and saving account is !k -,,,,

9;After depositing the cash one cheque %ook pay$ in$slip %ook is issued

9/;!hen the account is considered to %e opened

After depositing the initial deposit( Branch records it in the computer %y giving new

account num%er !hen it issues cheque %ook requisition slip %y the customer !hen it

distri%utes all relevant papers to respective department

3. 7ctivities 5 a'ers 9ecessary "or O'ening an 7ccount

%7, oint 7ccount:

If the account is a #oint account( then the #oint account holder should su%mit a declaration

and operational instructions of the account along with their signature

%(, artnershi' "ir!:

!he following documents have to %e su%mitted for preparing an account of a partnership

firmD

i; Partnership deed

ii; 9a; If the partnership firm is a registered one( then one copy of registration forms

9%; If not( then a copy of certificate from the notary pu%lic

%&,Li!ited &o!'any:

5or the opening of an account of a limited company( following documents have to %e

su%mittedD

1; A copy of resolution of the company that the company decided to open an account

in the &amuna Bank

2; ertified true copy of the Memorandum Articles of Association of the company

:; ertificate of Incorporation of the company for inspection and return along with a

duly certified Photocopy for Bank8s records

H; ertificate from the 6egistrar of &oint .tock ompanies that the company is

entitled to commence %usiness 9in case of Pu%lic 'td o 5or inspection

and return; along with a duly certified Photocopy for Bank8s records

-; 'atest copy of %alance sheet

; *"tract of 6esolution of the BoardG)eneral Meeting of the company for opening

the account and authorization for its operation duly certified %y the



hairmanGManaging irector of the company 'ist of irectors with

address 9a latest certified copy of 5orm$TII;

%, &lub;$ociety:

5ollowing documents have to %e o%tained in case of the account of the clu% or societyD

i; Op to date list of office %earers

ii; ertified copy of 6esolution for opening and operation of account

iii; ertified copy of Bye$'aw and 6egulationsGonstitution

iv; opy of )overnment Approval 9if registered;

%<, &o=o'erative $ociety:

5ollowing documents have to %e o%tained in case of the account of o$operative .ocietyD

i; opy of Bye$'aw duly certified %y the o$operative >fficer

ii; Op to date list of office %earers

iii; 6esolution of the *"ecutive ommittee as regard of the accountiv; ertified copy of ertificate of 6egistration issued %y the registrar( o$

operative societies

%8, #rustee (oard:

5ollowing documents have to %e o%tained in case of the account of trustee %oardD

i; Prior approval of the 3ead >ffice of .B'

ii; ertified copy of eed of !rust( up to date list of mem%ers of the !rustee Board

and certified copy of the 6esolution of !rustee Board to open and operate

the account

%6, Minor*s 7ccount:

5ollowing documents have to %e o%tained in case of the account of minorD

i; Putting the word KMI?>6= after the title of the account

ii; 6ecording of the special instruction of operation of the account

!he A>5 is to %e filled in and signed %y either the parents or the legal guardian appointed

%y the court of law and not %y the minor

3./ Issuing &he>ue (oo) to the &usto!ers:

5resh cheque %ook is issued to the account holder only against requisition on the

prescri%ed requisition slip attached with the cheque %ook issued earlier( after proper

verification of the signature of the account holder personally or to his duly authorized

representative against proper acknowledgment

5igureD Procedure of issuance of a cheque %ook in flowchart



.ourceD Author

3.0 rocedure o" issuance o" a che>ue boo)

A customer who opened a new aGc initially deposits minimum required money in

the account

!he account opening form is sent for issuance of a cheque %ook

6espected >fficer first draws a cheque %ook

>fficer then sealed it with %ranch name

In$charge officer enters the num%er of the cheque Book in heque Issue 6egister

>fficer also entry the customer8s name and the account num%er in the same

6egister

Account num%er is then writing down on the face of the heque Book and on

every leaf of the heque %ook including 6equisition .lip

!he name of the customer is also written down on the face of the heque %ook and on the 6equisition slip

!he word KIssued on= along with the date of issuance is written down on the

requisition slip

?um%er of heque %ook and date of issuance is also written on the application

form

?e"t( the customer is asked to sign in the heque %ook issue register

!hen the respected >fficer signs on the face of the requisition slip put his initial in

the register and hand over the cheque %ook to the customer

3. &losing the 7ccount

Opon the request of a customer( an account can %e closed After receiving an application

from the customer to close an Account( the following procedure is followed %y a %anker

!he customer should %e asked to draw the final cheque for the amount standing to the

credit of his aGc less the amount of closing and other incidental charges and surrender the



unused cheque leaves !he aGc should %e de%ited for the account closing charges etc and

an authorized officer of the Bank should destroy unused cheque leaves

In case of #oint aGc( the application for closing the aGc should %e signed %y all the #oint

holders

A %anker can also close the account of his customer or stop the operation of the account

eath of customer

ustomer8s insanity and insolvency

>rder of the court9)arnishee order;

.pecific charge for fraud forgery

.top payment of cheque

A %anker can stop payment of cheque of his customer under following

considera%le circumstances

5irstly the account holder will apply to stop the payment of his cheque

!here is a register for this purpose It is kept %y the authorized officer

!he officer will see the condition of account and verify everything

In the ledger %ook( the officer will marked with red ink and the cheque will not %e

paid

3. ishonor o" &he>ue

If the cheque is dishonored( &B' sends a memorandum 9cheque return memo; to the

customer stating the reason in the following way

6efer to drawer

?ot arranged for

*ffects not cleared May %e present again



*"ceeds arrangements

5ull cover not received

Payment stopped %y drawer

rawer8s signature differsG required

Alterations in dateGfiguresGwords require drawer8s full signature

heque is posts datedGout of dateGmutilated

Amount in words and figures differs rossed cheque must %e present through a

%ank

learing stamps requiredGrequires cancellation

Addition to the discharge of Bank should %e authenticating

heque crossed KAccount Payee >nly=

ollecting Bank8s discharge irregularGrequired

If the cheque is dishonored due to insufficiency of funds .*B' inform thecaGc

holder immediately

3.1 &learing $ection

!his section receives all kinds of heques in favor of the client for clearing as the part of

their %anking service After receiving the heque it is necessary to endorse it and cross it

specially Basically the heques for clearing are of following typesD

8igure: &he>ues "or &learing

#y'es <?'lanation &learing rocess

Inward &learing

&he>ue

heques received

from the learing

3ouse( of &B'

Party8s AG

$$$$$$$$$$$$$$$$$$r

&B' )eneral

Account$$$$r



O(& %Outward (ills

"or &ollection,

heques of other

%ranch of &B'

!hese heques are

directly sent to the

respective %ranch and

request them to send

IBA hen IBA

comes( then

customer8s accounts

are credited for the

amount of the

heque

&learing &he>ue heques of another

%ank within our

clearing house area

!hese heques are

sent to clearing house

via the Principal

Branch hen drawer %ank honor the

heques( then the

account of heque

depositors are

credited

Outward clearing

che>ue

heques of another

%ank which is

situated outside the

clearing area

!hese heques are

cleared in two waysD

5irstly( if any %ranch

of our %ank e"istswithin the clearing

house area of drawer

%ank( then we send

the heque to that

%ranch of our %ank

and that %ranch

collects the proceeds

through clearing

house formalities and

sends an IBA to us

In second way( if

there is no %ranch of

our %ank( then we

directly sends the

heque to the drawer

%ank and request



them to send the

proceeds %y P> or

or %y in any other

means

Inward (ills "or

&ollection %I(&,

5rom other %ranch

&B'

!hese heques are

settled %y sending

IBA( de%iting

depositor8s account

and crediting sender8s

%ranch account

5rom another %ank

outside the clearinghouse

!hese heques are

settled de%itingdepositor8s account

and sending or

P> in favor of

sender8s %ank

ossibility o"

dishonor

Onlike heque( there is no possi%ility of

dishonoring of P> G G !! %ecause %efore

issuing( issuing %ank takes out the amount of

the instrument in advance from the customer F

common for all instruments

.ourceD By Author

Received "or &ollection: It will %e given at the deposit slip



Received too late "or &ollection: In case an Instrument if it is present for clearance after

the Banking hour( then this seal is given at the deposit slip

(ranch &rossing: Authorized officer put %ranch crossing at the face of instrument for

clearance

ayee 7;& credited: hen an instrument is received %y the clearance section then this

seal is put at the %ackside of the instrument

ate: ate will place at the face of the instrument along with collection seal

3.11 Money #ransaction

.endingG!ransfer money from one place to another place for the customer is another

important service of %anks And this service is an important part of country8s paymentsystem 5or this service( people( especially %usinessmen can transfer funds from one

place to another place very quickly

emand raft

Pay >rder

>nline !ransaction

!he %ank followed modern online transaction 9payment withdrawal of fund; through

high$speed A? service It is remarka%le that customers are often taking advantage of

the online transaction !he charges of online transaction are ta%led %elow It should %e

mentioned that( there is no commission and fee charged in online transaction inside the

clearinghouse In case of outside the clearinghouse( commission is tk,1, and 1-Q A!

on the commission !he minimum charge is tk,1, commission and A! on it

8igure=: Modes o" !oney trans"er:

oints ay Order e!and

ra"t

Online

#ransaction

*"planation Pay >rder

gives the

payee the right

to claim

payment from

emand raft

is an order of

issuing %ank

on another

%ranch of the

Issuing %ranch

requests another

%ranch to pay

specified money

to the specific



the issuing

%ank

same %ank to

pay specified

sum of money

to payee on

emand

payee on

demand %y >nline

Payment from Payment from

issuing %ranch

only

Payment from

ordered

%ranch

Payment from

ordered %ranch

)enerally

used to 6emit

fund

ithin the

clearinghouse

area of issuing

%ranch

>utside the

clearing house

area of issuing

%ranch Payee

can also %e the

purchaser

Anywhere in the

country

Payment

Process of the

paying %ank

Payment is

made through

clearing

1 onfirm

that the is

not forged

one

2onfirm

with sent

advice

:heck theW!est odeX

HMake

payment

1onfirm issuing

%ranch 2onfirm

Payee AG

:onfirm amount

HMake payment

-6eceive advice

harge ommission Y

at

ommission Y

tele" charge

?o

chargeGommissio

n

.ourceD Author3.12 7ccounts e'art!ent

Accounts epartment is called as the nerve entre of the %ank In %anking %usiness(

transactions are done every day and these transactions are to %e recorded properly

and systematically as the %anks deal with the depositorsX money Any deviation in

proper recording may hamper pu%lic confidence and the %ank has to suffer a lot

otherwise Improper recording of transactions will lead to the mismatch in the de%it



side and in the credit side !o avoid these mishaps( the %ank provides a separate

department4 whose function is to check the mistakes in passing vouchers or wrong

entries or fraud or forgery !his department is called as Accounts epartment

Besides the a%ove( the %ank has to prepare some internal statements as well as some

statutory statements which to %e su%mitted to the central %ank Accounts

epartment prepares these statements also !he department has to su%mit some

statements to the 3ead office( which is also consolidated %y the 3ead >ffice later

on !he tasks of the department may %e seen in two different anglesD

1. aily tas):

!he routine daily tasks of the Accounts epartment are as follows( $

6ecording the transactions in the cash%ook 6ecording the transactions in general and su%sidiary ledger

Preparing the daily position of the %ranch comprising of deposit and cash Preparing the daily .tatement of Affairs showing all the assets and lia%ility of the

%ranch as per )eneral 'edger and .u%sidiary 'edger separately Making payment of all the e"penses of the %ranch 6ecording inter %ranch fund transfer and providing accounting treatment in this

regard hecking whether all the vouchers are correctly passed to ensure the conformity with

the 7Activity 6eport84 if otherwise making it correct %y calling the respective official

to rectify the voucher

6ecording of the vouchers in the oucher 6egister Packing of the correct vouchers according to the de%it voucher and the credit voucher

2. eriodic tas):

Preparing the monthly salary statements for the employees Pu%lishing the %asic data of the %ranch Preparing the weekly position for the %ranch which is sent to the 3ead >ffice to

maintain ash 6eserve 6equirement 966; Preparing the monthly position for the %ranch which is sent to the 3ead >ffice to

maintain .tatutory 'iquidity 6equirement 9.'6; Preparing the weekly position for the %ranch comprising of the %reakup of sector wise

deposit( credit etc



Preparing the weekly position for the %ranch comprising of denomination wise

statement of cash in tills Preparing the %udget for the %ranch %y fi"ing the target regarding profit and deposit

so as to take necessary steps to generate and mo%ilize deposit

Preparing an W*"tractX which is a summary of all the transactions of the 3ead >fficeaccount with the %ranch to reconcile all the transactions held among the accounts of

all the %ranches

In my : months internship e"perience at &B' ilkusha %ranch I mainly got the chance to

work with the front desk( accounts and clearing section of general %anking rather than

cash section !herefore I have very little idea a%out this section which I have presented

%elow$

3.13 &ash $ection

ash department is the most vital and sensitive organ of the %ranch as it deals with all

kinds of cash transactions !his department starts the day with cash in vault *ach day

some cash that is opening cash %alance are transferred to the cash officers from the cashvault ?et figure of this cash receipts and payments are added to the opening cash

%alance !he figure is called closing %alance !his closing %alance is then added to the

vault And this is the final cash %alance figure for the %ank at the end of any particular

day

4.1 &ross=#able 7nalysis o" @uali"ication Model o" +or) rocess

3ere( !he 6equired qualification to perform successfully the activities of )eneral

Banking and Availa%le specifications were analyzed in a cross ta%le

6equired and Availa%le qualities of the employees and the Bank

Acti

vitie

s

Psychological Academic .upportive instruments

Particular

s

3ig

h

Mi

d

'o

w

Particula

rs

3ig

h

Mi

d

'o

w

Particulars 3ig

h

Mi

d

'

ash &o% stress

managing

&o%

understa

nding

Money

ounter

Motivatio

n

Business

@nowled

ge

omputeri

zed

onnectivi



ty

Patience ompute

r .kill

ell

esigned

ommunic

ation

hannel

onflict

Avoidanc

e

onflict

6esolution

5ron

t

esk

G

Acc

ount

open

ingG

ust

omer

.erv

ices

Patience er%al

*"cellen

cy

omputeri

zed

onnectivi

ty

.tress

ontrollin

g

Business

@nowled

ge

onflict

6esolution

ork

Motivatio

n

onflict

Avoidan

ce

?ecessary

Info

ocument

s

Acc

ount

s

$ $ $ $ $ $ $ $ $

lea

ring

.tress

managem

ent

?umeric

al

Intellige

nce

omputeri

zed

onnectivi

ty

Patience ompute

r skill

>ffice

instrument

s

eep

oncentration

!imeline

ss

.ourceD Author

4.2 Manage!ent $tandards o" a!una (an)



H211 'eadershipD 5irst of all we will #udge the leadership capa%ilities of the sample

institution 5or this( we will %e assuming different leadership attri%utes which discover

the actual scenario

According to( 9Maurice *lias( 2,1H;( !here are .even haracteristics of 3ighly *ffective

'eaders( By depicting this model to analyze the leadership situation of our sample we

find that

Attri%utes 3ighly *ffective &amuna Bank

A .ense of Purpose

&ustice

!emperance T

6espect T

*mpowerment T

ourage

eep ommitment

.ourceD Author

!he Branch has a great leader( pioneer in %anking and awarded couple of times( But( !he

superiors who were considered as the leaders have lack of key qualities as o%served

H212 Business *thicsD >n the parameter of )roan and ood( e can see !hat Business

*thics has dependent and independent varia%les

.ourceD 9.evenseon( 2,,C;

>ur .ample Branch has not %een successfully met following varia%les in their work

commitment

*"pectations Perceptions *valuations



International Business with

Integrity

ustomer 6elationships 'aw full Behavior

Increased *ducation ompetitor 6elationships Better orporate itizens

.ocially 6esponsi%le

Managers

*nvironment 5riendly

*mployee 6elated

.ource D Author

3ence( e didn8t find any Luality council and Luality statements initiated %y the *>

at our .ample Branch

H22 ustomer .atisfactionD !he customer %ase of the %ranch is constituted of Mid$'evel

Business *ntrepreneurs 9.igma 'u%ricants( Parte" Pvc( Parte" 5urniture8s( &amuna Bank

apital Management( .hadharan Bima orp *tc( ?ot e"ceeding value 2, cores B! ;

!hey are provided services in day to day %asis %y the %ranch e have seen following

errors in against of customer satisfaction( in addition an empirical hypothesis study of this

section has %een conducted elsewhere of the report

!ypes egree .ituation

Perceive of Luality 3igh Onsatisfied

5eed%ack 'ow Onsatisfied

Osing ustomer omplaints 'ow Onsatisfied

.ervice Luality 'ow Onsatisfied

!ranslating needs into

requirements

.low Onsatisfied

6etention ?ilU OnsatisfiedUU

.ourceD By Author

UIt has %een not seen that the clients are decreasing %ut it can %e forecasted after

acknowledging the %ranch8s service that they will %e unsuccessful to retain their

customers

UU It can8t %e said that overall customers are unsatisfied with the service( there are quite a

good num%ers of satisfied customers of the %ranch( %ut findings suggests that( if they

don8t push themselves for %etter quality output( they will lose their ground

H2: *mployee *ngagementD !he %ranch takes minimum measure to engage employees

into the mainstream of economic sustaina%ility and growth onsidering some measures

it is scrutinized into terms

*"pectation 6eality

Motivation Onavaila%le

*mployee .urveys Onavaila%le

*mpowerment Onavaila%le



!eams Availa%le But not Active

.uggestion !eams Onavaila%le

6ecognition and 6eward Availa%le

)ain sharing Availa%le

Performance Appraisal Onavaila%le

Onions Onavaila%le.ourceD By Author

!here are teams at the %ranch( %ut co$ordination( cohesion is not at desired terms .uch

scenario suggesting that the %ranch has no employee engagement and they are unaware of

the positive relationship %etween employee engagement and economic growth

H2H ontinuous Process ImprovementD It has %een seen that there are no active forces to

ensure its continuous process improvement

H2H1 &uran !riology is consisted of Planning( ontrol and Improvement As per as to

&uran( it is very important to understand customer needs and the requirement which

applies to all those involved in marketing( designing( manufacturing( and services !o

identify the customer0s needs is to require more powerful analysis and understanding to

reach the product meets of the customers0 needs and is to fit for its intended use( and it0s

not #ust meeting product specifications !hus here the market research is essential for

identifying customers0 needs and in order to ensure design quality( as he proposed that the

use of techniques given %y him includes quality function deployment( e"perimental

design( relia%ility engineering and concurrent engineering9Ok *ssayscom;

>ur study reveals that the %ranch has adopted minimum control measures and there is a

sloth tendency towards improvement Branch employees has given enough freedom to

perform tasks( %ut there is no review of work process for efficiency( or thrive for more

productivity eaker control shows weaker areas on improvement

H2H2 According to P.A cycle which comprises of seven co$related phases !he first

two phases( of Pareto analyses to analyze repetitive e"ternal alarm( and internal alarm

signals( are not %eing conducted here .o( it is clear that our %ranch don8t use P.A cycle

as a tool of its pro%lem solving

H2H: @aizen is a &apanese word for the philosophy that defines management8s role in

continuously encouraging and implementing small improvements involving everyone

9)leen( 1++; e will now analyze the firm8s dedication to kaizenD

Attri%utes Availa%ility

alue Added and ?on F alue Added

ork Activities

Moderately important for the firm to

focus on non$value added activities(

Muda .even classes of waste$over production

delay( transportation( processing( wasted



motion( and defective parts !here is high

contri%ution of the firm on these seven

classes of waste

Motion .tudy ?ot Availa%le

>ne Piece flow material handling ?ot Availa%le

ocumentation of .tandard operating procedures

Availa%le %ut not 5ollowed

.eiko( .eaton( .ikeston( .eiko( .hinseki !here8s proper arrangement 9.eiko;

>rderliness 9.eiton;( Personal

leanliness 9.eiketso;( leanup 9.eiso;

%ut not iscipline 9.hitsuke;

isual displays for Better

ommunication

?ot Availa%le

&ust$in$!ime ?ot Maintained

Poka$Voke *rrors are detected %ut not Prevented

!eam ynamics ?ot maintained 9pro%lem solvingcommunication skills and conflict

resolution ;

.ourceD By Author

5rom the a%ove analysis we can say that( @aizen is not maintained %y our sample %ranch

H2HH .i" .igmaD .i" .igma is an important advance in quality management and

process improvement in the last two decades .i" .igma has gained wide popularity in

various types of organizations since the 1++,s Most 5ortune -,, companies have

adopted .i" .igma 9)oh( 2,,2; omparing to its impressive track records in practices(

research on .i" .igma was at a rather low level due to several reasons .ome scholars

view .i" .igma as applying a set of statistical tools and techniques 9eg( as et al(

2,,C;

It has %een seemed that the firm has no .i" .igma adoption activities in its daily

activities !here are no track records of work process e think the %ranch determines its

success on its final output

H2- BenchmarkingD >ur sample didn8t have any %enchmark to compare its standardsand push the activities to fall into acceptance zone of standard As there is no use of

measuring actual standard it is o%vious that the firm8s philosophy don8t follow

Benchmarking as a managerial improvement tool

H2 Information !echnologyD !o conform to the Bangladesh Bank 'aw and ompliance

the 5irm uses 5lora .oftware to process its transaction It has %een practically o%served



that the .oftware is a key tool for firm8s success As( .eventy 5ive percent of the )eneral

%anking activities depends on the data processed and artificial intelligence of the

software Infect( All the involved departments do their work process on this software .o(

5inal >utput is mostly depended on the information provided %y the software ?ow( e

will Analyze the software whether it is via%le to the standard technological implication

for our sample or not

Information Luality Issues Attri%utes of 5lora at Branch

.ufficiency 3igh

Accuracy 3igh

!imeliness ery 'ow

Intellectual Property 3igh

.ecurity Moderate F Access .ecurity4 'ow$ !ransaction

.ecurity(

y%ercrime Possi%ility 3igh

Privacy 'owPollution 3igh( !oo Much >ut dated information at ata%ase

reativity Moderate But 3elpful( ?ot .atisfactory

ontrol and Prevention Moderate( 9edicated *ngineers are there( %ut

5irewall and Op gradations is not Op to the mark;

.ourceD By Author

!he firm also doesn8t focus on future requirement or %reakthrough innovations that could

change the firms8 profit %ase into more productive one( !hen at is software although

meeting current needs of the %ank( 5uture orientation should %e started as( Banking

industry is a highly competitive Bangladesh

H2/ Luality Management .ystemD 6egular Audits is %eing conducted( and

ocumentation is maintained But( the implementations of the audit suggestions are rare

and even if conducted the construction is slow in progress

H2C *nvironment Management .ystemD !he Most Pioneer *nvironment Management

.ystem model has %een provided %y I.> 1H,,1 !hat is as 5ollowsD



.ourceD International >rganization for .tandardization

>ur findings show that the Branch didn8t follow any environmental policy to protect and

%e responsi%le to the society as well as stakeholders

H2+ Luality 5unction eploymentD

Luality 5unction eployment is a tool for %ringing the voice of the customer into the

product development process from conceptual design through to manufacturing It %egins

with a matri" that links customer desires to product engineering requirements( along with

competitive %enchmarking information( and further matrices can %e used to ultimately

link this to design of the manufacturing system 9ristiano et Al 2,,:;

hether the 5irm deploys any quality function or not is %eing checked on following

attri%utesD

6equired .ituation

!he L5 team ?ot Availa%le

!he oice of !he ustomer ?ot Acknowledged

>rganization of Information ?o tendency to %e

3ouse of Luality ?ot Availa%le

ecisionD !hrees no L5 process follow

.tudied .ample Branch .ourceD By Author

H21, Ose of Management !oolsD

e will now check the firm8s using of standard management tools for effective decision

making As( such tools are important to accurate goal setting and desired output(

Assuming that only profit couldn8t convey the actual standard of the 5inancial Institution



.tandards Ose

5orced 5ield Analyses ?ot Osed

?ominal )roup !echnique ?ot Osed

Affinity iagram ?ot Osed

Interrelationship igraph ?ot Osed

!ree iagram ?ot OsedMatri" iagram ?ot Osed

Process ecision Program hart ?ot Osed

Activity ?etwork iagram Osed in !raining Manuals >nly

.tatistical Process ontrol ?ot Osed

.ourceD By Author

!his shows( 3ow poor the firm is in decision making efficiency( as ?either tools are

taken in account for its decision making

?ow( e will skeptically discuss the Bank8s negative marketing( as the onveyed values

of !he Bank haven8t %een found in product delivery to the customers

4.3 &rossA #able 7nalyses o" 8ir!s $trategic lanning and &o!!it!ent with

$igni"icance:

hat !he Bank elivers as its strategic planning and commitment towards clients

whether they conform to it or not is %eing analyzed in this section

ross !a%le Analyses of .trategic Planning and ommitment Analysis

Particulars .ignificance 6eview

ision ision statement provides that the %ank8s vision is to %e a leading Bank in

the country But the way %ank operates its activities can %e la%eled asmiddle( somewhere as lower middle category( considering its overall

1 .ervice Luality

2 *mployee Motivation

: ustomer .atisfaction

H 'eadership evelopment

- And employee performance( where Management concerns to

change these situations is so little

Mission Mission statement follows that the customer services should %e provided on

timely %asis But we found that due to lack of

1 &o% e"perience

2 Business Information

: And efficiency and effectiveness(

!imeliness cannot %e maintained

>%#ectives >%#ectives that still not achieved or poorly achievedD

A Improved services



B *sta%lishing 6elationship Banking

Maintaining adequate control systems and transparency in

procedures

eveloped ork 5orce

* Pursuing an effective system of management

alues alues those are poorly availa%le

• ustomer 5ocus

• Luality

• 3armony

• Business *thics

• Onique ulture

.ourceD Author

4.4 By'othetical 7nalysis:

HH1 Analysis of 3ypothesis of ustomer .atisfactionD

3,aD ustomers are satisfied with the service provided %y the %ank

3aD ustomers are not satisfied with the service provided %y the %ank

Provided that 3,a91(2(:(ZZZZZZ(22; altogether reflects our 3,a

and( 3a91(2(:(ZZZ(22; altogether reflects our alternative 3a

If( alculated alue is 'ess than ritical alue( 3, is re#ected

3,a ? Mea

n

.tandard

eviation

alue of

t

ecision

1 hen the %ank promises to dosomething %y a certain time( it does

so

1- 1 ,-1/ $12:H 6e#ected

2 hen you have a pro%lem( the %ank

shows a sincere interest in solving it

1- 1-: ,-2: $/C+C 6e#ected

: !he %ank performs the service right

the first time

1- 1-C ,-1 $12:21 6e#ected

H !he %ank provides its service at the

time it promises to do so

1- 1- ,-:H $1222 6e#ected

- !he %ank insists on error free records 1- 1- ,-- $112: 6e#ected

*mployees in the %ank tell youe"actly when the services will %e

performed

1- 1-1 ,-2: $+C+ 6e#ected

/ *mployees in the %ank give you

prompt service

1- 11 ,-+C $12:H 6e#ected

C *mployees in the %ank are always

willing to help you

1- 1-: ,-- $1,- 6e#ected



+ *mployees in the %ank are never too

%usy to respond to your request

1- 12 ,-H: $1,/C 6e#ected

1, !he %ehavior of employees in the

%ank instills confidence in you

1- 1-H ,-/- $12:H 6e#ected

11 Vou feel safe in your transactions with

the %ank

1- 1: ,-12 $+- 6e#ected

12 *mployees in the %ank are

consistently courteous with you

1- 1C ,-+C $12H- 6e#ected

1: *mployees in the %ank have the

knowledge to answer your questions

1- 1-/ ,-2: $12:: 6e#ected

1H !he %ank gives you individual

attention

1- 1-1 ,--2 $1+-H 6e#ected

1- !he %ank has operating hours

convenient to all its customers

1- 1/1 ,-11 $11+2 6e#ected

1 !he %ank has employees who giveyou personal attention

1- 1:H ,-C $1:H1 6e#ected

1/ !he %ank has your %est interests at

heart

1- 1H- ,-+: $1-H- 6e#ected

1C !he employees of the %ank

understand your specific needs

1- 1:+ ,-21 $1::2: 6e#ected

1+ >verall( I am satisfied with the %ank

services

1- 1H2 ,-+C $1/C2 6e#ected

2, I say positive things a%out the %ank to

other people

1- 1:C ,-12 $12:H- 6e#ected

21 I intend to continue %eing a customer

of the %ank for a long time to come

1- 1-/ ,-/ $11- 6e#ected

22 I will encourage friends and relatives

to use the service offered %y the %ank

1- 1H2 ,-+/ $12:H 6e#ected

.o( the 3oe9 1(2(:(ZZZZZZ(22; is re#ected 3ence 3a91(2(:(ZZZZ(22; is

accepted

!hat means( that ustomers are 3ighly issatisfied with the service provided %y the

%ank



HH2 Analysis of 3ypothesis of *mployee .atisfactionD

3,%D *mployees are satisfied with the compensation and reward system of the %ank

3%D *mployees are not satisfied with the compensation and reward system of the %ank

Provided that 3,%91(2(:(ZZZZZZ(11; reflects our 3,a and( 3%91(2(:(ZZZ11;

reflects our alternative 3a

If( alculated alue is 'ess than ritical alue( 3, is re#ected

3,

%

n Mean .tandard

eviation

alue of

t

ecisio

1 !he compensation is fair enough 1- 1:- ,-+/ $1-2:H 6e#ected

2 !he reward system acknowledges

my work effort and position

1- 1-- ,-:: $CC+C 6e#ected

: !he %enefits are satisfactory and

standard

1- 122 ,-21 $1,:21 6e#ected

H My 5amily is satisfied with %enefits

logically related with my position

1- 1+, ,-H $1122 6e#ected

- !he rewards are distri%uted

rightfully

1- 1- ,-C- $1:2: 6e#ected

!he rewards match my work effort 1- 1: ,-1: $+C+ 6e#ected

/ I am satisfied with the

qualityGquantity of the rewards

1- 1+ ,-2C $11:H 6e#ected

C I am ready to increase my work

efforts in order to gain the rewards

1- 1,2 ,- $+- 6e#ected

+ *mployees work more as a team in

order to gain the rewards

1- 121H ,-2: $1,/C 6e#ected

1, !he rewards have a positive effect

on the work atmosphere

1- 1+:: ,-C- $12:H 6e#ected

11 !he rewards motivate me to perform

well in my #o%

1- 12+H ,-:2 $+- 6e#ected



.o( the 3,%9 1(2(:(ZZZZZZ(11; is re#ected 3ence 3%91(2(:(ZZZZ(11; is

accepted

!hat means( *mployees are not satisfied with the compensation and reward system of the

%ank

.1 Internshi' <?'erience

I did my three month internship program in &amuna Bank 'td( ilkusha %ranch

uring my internship program( I gained lots of e"perience a%out corporate

environment My internship e"perience are given %elow$

.1.1 Internshi' ositionC uties 5 Res'onsibilities



!he report has %een prepared on the %asis of e"perience gathered during the period of

internship ithin this time of period( I mainly worked with departments namely )eneral

Banking and learing department Bank is not follow any guideline or fi"ed any

responsi%ilities for internship student Mainly I have done many pendingGdaily works of

the account opening section and clearing department Besides that I have done different

types of tasks in different desks whenever they assigned me to do

.1.2 7ccount O'ening e'art!ent

I worked at &amuna Bank 'imited( ilkusha Branch where firstly I have started with the

account opening department 3ere I have learned the procedure of opening an account

and the documents that are needed for opening an accounts types of accounts dealt %y

&amuna Bank 'imited My immediate supervisor tried to give me a %rief description of

her routine tasks %efore deploying me to any specific task 'ater on through my personal

o%servation and superior officer8s guidance( ultimately allow me to understand the

purpose of various types of accounts along with their features which includes( current

account 9GA;( saving accounts 9.B;( .!( 56 etc .he also assist me( how to deal with

clients versatile questions regarding different accounts opening( what amount of interest

rate they will get from these different categories of accounts( how to locate desired check

%ooks from the %undle according to customers requirements and many more

.1.3 #he "ollowing activities were done by !e

)iving the customers the information what type of documents will %e

required to open an account I used to tell them they need two copies of their

photograph and two copies photograph of the nominee and the photocopy of

the client8s and nominees national I Prefi" wise filing sequencing different account forms in different files orrection of uncompleted forms which have detected %y internal audit 'ike

there were some forms which were filing up without putting account num%er(

title name( nature of organization etc .ome form kept without proper address(

!I?( ?ational I card num%er and so on My #o% was to complete those

information from attached required certificates or copies



5ill up @now Vour ustomer 9@V; form for personal and corporate risk rating

!here my task was to find risk level and risk rating of personal or corporate %y

considering !P form for the purpose of measuring overall risk assessment

Making phone calls for collecting necessary photograph( photocopy of trade

license( ?ational I card or any other inquiries

istri%ution of desired cheque %ook %y asking their name( account num%er and

then verifying them( receiving them from the courier moreover sometimes

making phone calls to those clients who did not collect their cheque %ook after

passing 2 or : month

Performing customer services and providing account related information

Osed the photocopy and printing machine for required purpose

5inding the P. and old account opening forms which have closed

.1.4 7ccounts 5 clearing e'art!ent

Accounts department is sensitive part of a %ank I have worked in the accounts

epartment for few days !his department is one of the important and %usy departmentsActually( in this department( all the department task( all department transaction vouchers

are maintained All accounts are finalized and maintained and send its one copy in

corporate %ranch Moreover( all kinds of daily e"penses are maintained and office

materials and equipment like$ Pen to office clearing material everything purchase

documents and its accounting procedure all are maintained in this department

Printed out the transaction listing of previous day for checking e%it and

credit voucher oucher sorting( counting and filing %y checking the num%er of accounts

has %een de%ited or credited( check the account holder signature( account

num%er so on e%it and credit voucher separation



6egistered the entire vouchers in register %ook after checking the voucher

with the trail list of %ranch in details 3ere the amount of de%it and credit

voucher will %e same %ut the num%er can differ After check requisition( a list

of check %ook holders name with aGc no are given to write down in cheque

%ook register .tamping various kinds of documents with authorization and endorsement

seal

/.1 Reco!!endations

a; !he 5irms Management .tandards are not Op to the mark as shown( .o it is

inevita%le to strengthen its management

%; 5or enhancing !he capacity of Management( !he 5irm might engage consultationc; 5irm shown too much confident a%out its customer8s( espite the poor customer

service of the %ank !he 5irm should re$check its customer %ase and Ose

%enchmark practices to satisfy and retain customers

d; It has %een seen that( the 5irm( didn8t comply with the Policy and 6ules which ithas self made !he Actual practices are way too differing than its strategic

planning .o( Management should conduct control mechanism and review the

planning process

e; Lualification$6equirement Model illustrates the lack of qualities among the

employees in various genre



f; !he analysis of the Management .tandards of the Bank has given a proper view

of the 5irm8s lickings in multiple sectors All the clusters should %e audited and

reviewed for the improvement of the firmg; *mployee satisfaction survey has %een seen as a non$priority issue for the firm

But( It should not forget that employees are the heart of an institution More

intensively survey should %e made and according to the results ad#ustments

should %e intensified

h; ustomer complaints( service are not up to the mark for the firm !he study

forecasted that clients will %e hard to retain for the firm In no time such actions

should %e taken to ensure customer satisfactioni; !he overall profile of the %ank suggests that it has the potential to %e a pioneer in

%anking industry But( 5or that( It should seriously look over the flaws the study

has suggested >therwise( competition of the industry is ever competitive to grasp

a loose one

/.2 &onclusion

!his Internship report is a road mark for understanding general %anking approaches

evaluating the standards of this activities !hrees lot more scope to understand and

evaluate these activities which were not possi%le due to various kinds of technical

limitations But I think( !his report will provide a standard format for future research and

proceedings



Re"erences

1 .amia Afrin( 2,1: )eneral Banking Activities of .outheast Bank 'imited 5rom

e%siteD httpDGGwwwisoorgGisoGhomeGstandardsGmanagement$standardshtm

2 @elloway( *@ and Barling & 2,1, 'eadership evelopment As An Intervention

In >ccupational 3ealth Psychology ork and .tress( 2H 9:;( 2,$2/+

: .arah A !ackettart( PLA( 1++1 !he Luality ouncilD A atalyst for

Improvement olume 1:( Issues - Pages :,$:( .eptem%er$>cto%er

H eepak @ukre#al( 2,1: .trategic PlanningD A 6oadmap to .uccess 5romD

httpDGGive%usiness #ournalcomGpu%licationGstrategic planning

http://www.iso.org/iso/home/standards/management-standards.htm

http://ivebusiness/

http://ivebusiness/

http://www.iso.org/iso/home/standards/management-standards.htm



- 3amel 2,1: ecision Making !ools 5romD

httpDGGsmall%usinesschroncomGstrategic$decision$making$2:/C2html

?ewton Margulies( Anthony 6aisa( 1+CC K !he .ignificance if core values on the

theory and practice of org dev= &ournal of >rganizational hange Management

olD 1( IssueD 1 Page$1/

/ *ngel( &56 Blackwell( et( al 1++- onsumer Behavior 5orth orth( ryden

Press

C @ahn( A 1++, K Psychological conditions of personal engagement and

disengagement at work= Academy of Management &ournal( olD :: PP +2$/2H

+ 3erz%erg8s Motivation !heory 5rom e%siteD ksc%usinessstudieswikispacescom

1, Baumruk( 6 2,,H K!he Missing 'inkD !he 6ole of *mployee *ngagement at

Business .uccess=( orkspan ol H/( PPHC$-2

11 Bhuyan ? and Baghel 2,,( An >verview of continuous improvementD from the

past to the present=( olD H:( IssueD - PPD /1$//1

12 )arcia( MP and Martin 2,,C( 'ongitudinal .tudy of !he 6esults of ontinuous

Improvement in an Industrial ompany &ournalD !eam Performance

Management ol 1H( ?ose [( pp -$+

1: @arkosza( !( and .zewieczet( 2,,/( 6isk of the progress in the aspect of

quality( ?atural *nvironment and occupational .afety &ournal of Achievements in

material and manufacturing *ngineering( ol 2, ?o 1( pp -:+$-H2

1H Brunet( A and ?ew( . 92,,:;( K@aizen in &apanD an empirical study=(

International &ournal of >perations and Production Management ( ol 2: ?o 12(

pp 1H2$1HH

1- ?eely( A( Mills( &5( )regory( M& and Platts( @ 91++-; 7Performance

measurement system designFa literature review and research agenda8(

http://smallbusiness.chron.com/strategic-decision-making-23782.html





International &ournal of >perations and Production Management( ol 1-( ?o H(

ppC,F11

1 BenchmarkingD A 'iterature 6eview r 6owena .cott Academic *"cellence(

entre for 'earning evelopment 5romD

httpsDGGintranetecueduauG\\dataGassetsGpdf\fileG,,1,G:-/1+:GBenchmarking$

'iterature$6eviewpdf

1/ >liveira( ! and Martins( M( 5 2,11 K'iterature 6eview of Information

!echnology Adoption Models at 5irm 'evel= !he *lectronic &ournal Information

.ystems *valuation olume 1H Issue 1( 9pp11,$ 121;

1C 3ale( M( 1++- !raining for environmental technologies and environmental

management & leaner Product :D 1+$2: >ID 1,1,1G,+-+$-29+-;,,,,$6

1+ @lassen( 6 and P Mclaughlin( 1++ !he impact of environmental

management on firm performance Manage .ci( H2D 11++$121H >ID

1,12C/GmnscH2C11++

2, @olk( A and A Mauser( 2,,2 !he evolution of environmental managementD

5rom stage models to performance evaluation Bus .trategy *nviron( 11D 1H$:1

>ID 1,1,,2G%se:1

21 .ullivan( 'P( 1+C Luality function deployment Luality Progress 1+ 9;( :+F

-,

22. as( A( Pagell( M( Behm( M( eltri( A 2,,C !oward a theory of the linkages

%etween safety and quality &ournal of >perations Management( 29H;D -21$-:-

https://intranet.ecu.edu.au/__data/assets/pdf_file/0010/357193/Benchmarking-Literature-Review.pdf






7''endi?

@uestionnaireD1 &usto!er $urvey $atis"action

!he o%#ective of this questionnaire is to collect information a%out the quality of service

offered %y %anks

Individual description

1 .e"D

Male 9 ; 5emale 9 ;

2 AgeD

1C to :, 9 ; :1 F -, 9 ; -1 and a%ove 9 ;

: *ducational levelD iploma 9 ; Ondergraduate 9 ;

Postgraduate 9 ;

H 5requency of using the %ankD aily 9 ;

eekly 9 ; Monthly 9 ; >therD \\\



!he following statements relate to your feelings a%out the particular %ank you have

chosen Please show the e"tent to which you %elieve this %ank has the feature descri%ed

in the statement 3ere( we are interested in a num%er from 1 to - that shows your

perceptions a%out the %ank Vou should rank each statement as followsD

.trongly isagree .trongly Agree

1 2 : H -

1 hen the %ank promises to do something %y a certain time( it does so

2 hen you have a pro%lem( the %ank shows a sincere interest in solving it

: !he %ank performs the service right the first time

H !he %ank provides its service at the time it promises to do so

- !he %ank insists on error free records

*mployees in the %ank tell you e"actly when the services will %e performed

/ *mployees in the %ank give you prompt service

C *mployees in the %ank are always willing to help you

+ *mployees in the %ank are never too %usy to respond to your request

1, !he %ehavior of employees in the %ank instills confidence in you

11 Vou feel safe in your transactions with the %ank



12 *mployees in the %ank are consistently courteous with you

1: *mployees in the %ank have the knowledge to answer your questions

1H !he %ank gives you individual attention

1- !he %ank has operating hours convenient to all its customers

1 !he %ank has employees who give you personal attention

1/ !he %ank has your %est interests at heart

1C !he employees of the %ank understand your specific needs

1+ >verall( I am satisfied with the %ank services

2, I say positive things a%out the %ank to other people

21 I intend to continue %eing a customer of the %ank for a long time to come

22 I will encourage friends and relatives to use the service offered %y the %ank

@uestionnaireD2 <!'loyee $atis"action $urvey

1 Age

1$2

2/$:/

:C$HC

H+$-+

>ver -+



2 .e"

5emale

Male

: 3ow many years have you %een working in your current work tasks]

less than 1 year

1$2 years

2$- years

-$1, years

>ver 1, years

H 3ow many years have you %een working in &amuna Bank]

less than 1 year

1$2 years 2$- years

-$1, years

>ver 1, years

Answer to the following statements %y choosing whether you strongly agree( agree(

disagree ( neither agree or disagree( strongly disagree

- !he rewards are distri%uted rightfully

strongly agree

agree neither agree or disagree

disagree

strongly disagree

!he rewards match my work effort

strongly agree

agree

neither agree or disagree

disagree

strongly disagree

/ I am satisfied with the qualityGquantity of the rewards

strongly agree

agree


disagree

strongly disagree

C I am ready to increase my work efforts in order to gain the rewards



strongly agree

agree


disagree

strongly disagree

+ *mployees work more as a team in order to gain the rewards

strongly agree

agree


disagree

strongly disagree

1, !he rewards have a positive effect on the work atmosphere

strongly agree

agree

neither agree or disagree disagree

strongly disagree

11 !he rewards motivate me to perform well in my #o%

strongly agree

agree


disagree

strongly disagree

General banking activities Experiences from Jamuna bank

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Transcript of General banking activities Experiences from Jamuna bank