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INSTITUTE OF BUSINESS MANAGEMENT

SUMMER INTERNSHIP 2010

Name: XXXXXXXX

ID No: XXXXXXXXX

Control No: JS10-319

Major Field: ECONOMICS AND FINANCE

Company Where Internship Was Served: MCB HEAD OFFICE TOWER

Duration: From 2ND AUGUST, 2010 to 13 SEPTEMBER, 2010

Report Based on

OPTION 2: THEORIES LEARNED AND THEIR APPLICATION

Due Date Of the Report: 27nd SEPTEMBER, 2010

Report Submitted On: 27th SEPTEMBER, 2010

2) TABLE OF CONTENTS

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S.NO TOPICS PAGE NO.

3 Internship Information 3

3.1 A Functions of Service Quality Check Department

Service Quality Management Chart

Jobs done by Management in service Quality

Training Development

Service Council

Service Quality Reports

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3.1 B Functions of Service Quality in relation to Corporate Objectives 10

3.2 My work experience at Service Quality 11-12

4 Option2 : Theories Learned & their application 13

4.1 Department 13

4.2 Theories learned and their application

Financial Institutions

Computer Concepts and Applications

Organization Behavior

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4.3 New theories learned 14

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3 ) INTERNSHIP INFORMATION

Department:

SERVICE QUALITY

Supervisor’s name:

MARIA DANISH AND FAWAD SHAMIM

Designation:

ASSISTANT QUALTIY CHECK ANAYLST

Duration:

From 2ND AUGUST, 2010 to 13 SEPTEMBER, 2010

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3.1A) FUNCTIONS OF QUALITY CHECK DEPARTMENT

The main function of service Quality department is to keep and maintain the service level of bank and maintain the relation with their customer with utmost priority. Service Quality department is dedicated to developing long term customer relationship. The service quality analyst conducts the monthly report on quality of banks and then submits the respective report to their respective heads. The following function are performed by Quality Check department

1. Quality Check Report (QCR)

2. Customer Satisfaction Survey (CSS)

3. Resolution of complaints

4. Analysis of service Indicators

5. ATM Mystery Shopping survey

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SERVICE QUALITY MANAGEMENT CHART

Head Consumer

Divisional Head

Unit Head Consumer

Unit Head SQ Banking North

Unit Head SQ Banking Central

Unit Head SQ Banking South

Unit Head Complaint Resolution Unit

Manager MIS and Control

SQ Analyst Senior SQ Analyst

Senior SQ Analyst

Senior SQ Analyst

Senior SQ Analyst

Senior SQ Analyst

SQ Analyst SQ Analyst SQ Analyst Team Leader Complaint Resolution

President MCB Bank

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JOB DONE BY MANAGEMNET IN SERVICE QUALITY

DIVISIONAL HEAD OF SERVICE QUALITY

Divisional Head implement and manage service management process of bank and formulate and monitor all quality plan and initiative to ensure better customer experience. His job is to analysis service quality report, conduct quarterly “Quality Audit” and resolve issue with concerned customer or department.

UNIT HEAD SERVICE QUALITY BRANCH BANKING

Unit head job is to manage MCB branch and Service Quality team and monitoring quality measurement in the branches. Their job is to ensure accurate reporting by conducting mystery shopping survey to the branches. They also conduct Quality Training session for the staff in coordination with training center.

SENIOR ANALYST

Senior analyst job is to manage MCB branch and Service Quality team and monitoring quality measurement in the branches. Their work is to complete all monthly report and back up Service Quality unit head .They also assist in conduction quality training for the staff.

ANALYST

Senior analyst job is to manage MCB branch and Service Quality team and monitoring quality measurement in the branches. Their work is conduct monthly Quality check of the branches and sends the report of respective branches to their respective branch manager s and regional managers

COMPLAINT RESOLUTION UNIT HEAD

CRU job is to resolve customers’ complaints within specified Turn Around Time (TAT).They logged all the complaint in their system and then they forwarded the complaint to related department within the given specified time they resolved it and then closed the complaint.

CRU unit head job is to develop and maintain in-house team of CRU. His job is to monitor and ensure time exposure of customer complaint and request receive at CRU from various channels like SBP and banking mohtasib

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CRU receive complaints through the following channels

1. Call centre who log their company in Complaint Management System (CMS)2. Walk in centre and via email and fax3. Complaint resolution analyst receive compliant in their inboxes through

Common type of mistake CRU received

1. Statement not received2. PIN not received3. ATM issue4. Misbehavior of Staff5. Reversal of Charges

TRAINING DEVELOPMENT

Service Quality arranges for internal as well as external training session for the staff of the bank with the aim of improving the relationship with customers.

They conduct training session for staff in improving following attributes

1. Basic rule of service Excellence2. Wardrobe Planning3. Communication skill verbal/non-verbal4. Attitude and Motivation5. Understanding Various Type of Customer and Managing angry Customer6. Exploring Customer Need7. Team building 8. Program Structure

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SERVICE COUNCIL

Service Council bring together the key stake holder from across the bank with a view of service and for the collaboration discussion

Service Council Composite by Following

President of MCB

Head of Service Quality

Head of Branch Banking Commercial

Head of Corporate banking

Head of Card and payments

Head of Consumer Assets

Head of Consumer Liabilities

Head of Informative Technology

Head of Operation

For time to time Bank Manager, Regional Manager, head of call centre and senor corporate manager etc are invited.

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SERVICE QUALITY REPROTS

The objective of making report is to provide the business and group head with the business statistic and the individual unit performance with regard to service quality performance. The process of making report is to gather the data from the relevant unit as per requirement of the report. The senior service quality analyst will arranged it and analyst the data according to its need and then record the data in hard copy as well as soft copy and then send to service quality unit head .the service unit head review the reporting document before sent to management.

The list of reports is following

QUALITY CHECK REPORT (QCR)

The function of service quality is to assure the require service level standard are meeting in the banks’ branches. This report is conduct on monthly basis and each service quality analyst visit number of branches assigned to him and maintains through follow up on the issue highlighted during preceding visits and ensures that all the service quality standards are met in the branches

CUSTOMER SATISFICATION SURVEY (CSS)

Service Quality Analyst conduct monthly internal and external customer satisfaction survey(telephonic) .the main objective of the survey is to identify the customer satisfaction level and high area of improvement

COMMENT CARD ANAYLSIS

The front staff of branches gathers customer card filled by customer and send them to service quality for complication and reporting to the managers.

SERVICE INDICATOR ANNAYLSIS

Customer Support Officer (CSO) in branches are trained on Service indicator monitoring.CSO monitored it through out the month and them sent the complete report to their respective service quality analyst for further complication and maintain reports

ATM MYSTERY SHOPPING REPORT

ATM mystery shopping report are extracted from Quality Check Report (QCR) and incorporated along with ATM uptime and downtime statistics which are provide by IT department of Banks.

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3.1B) FUNCTIONS OF (SERVICE QUALITY DEPARTMENT IN RELATION TO CORPORATE

OBJECTIVES

Main corporate objective of the bank is to deliver world class services to the clients.

Department objective is to serve our customers well and tries to serve its customer in most efficient effective way.

Its important for institution to keep its customer satisfy as customer are the people who are utilizing the services of banks so its important for them to keep updated themselves with customer need and wants.

The function of quality service department to increase value added by increasing and retaining their relationship with their customers

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3.2) MY WORK EXPERIENCE AT QUALITY SERVICE

During this internship I learnt so many things. The environment of MCB was too good. This internship gave me great exposure of market as I get to know tic and tact of the corporate level. I learnt about how the management works and how the management deals with problems. I get to know how the departments are co-ordinate with each other, how they are helping each other to improve the quality of the Institution.

I also learnt about so many different department exist in Financial Institution like Corporate banking ,Treasury department ,Compliance department ,Legal department ,Credit department etc.

During these six weeks I did the following jobs

CUSTOMER SATISFACTION SURVEY:

My main job was to conduct a Customer satisfaction survey via phone. This was a special assignment given to me. Every day I used to call up MCB’s customer and asked them a feed back about their respective bank branches and filled the given form according the customer’s feedback. Every day, I used to call 20 to 30 customers of 5 or 6 different bank branches of MCB Karachi. I learnt how to talk and how to deal with customer if he or she had some problem and how to guide him/her to solution the problem .After filling the feedback form and then I have to organized and record the data in to the computer. Mostly data was recorded on excel sheet.

MICROSOFT EXCEL:

I did most of my work on excel sheet as my job was to put data on excel sheet and analysis that data. I learnt many new thing about excel sheet like how to formulate the data, how to put the formula and many more new thing related to excel sheet learnt how much work can get easy if you know how to used the Microsoft excel

COMPLAINT RESOLUTION UNIT:

The CRU is sub-unit of Quality service department which is head by Rubina and is located at 16 Floor (MCB Tower). I spent 3 days of my internship period over there .Over there I learnt how the customer’s complaint are recorded and then how they are solved. Customers can recorded their complain via

1. Complaint call center, 2. walk-in center3. Complaint box available in banks4. Directly to customer resolution unit

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My job over there was to call the related customer and informed them about the solution of their complaint. If customer was satisfied and agreed then I had to close the complaint but if he was not satisfied then I have to send it back to the related department for further solution.

BRANCH VISIT:

During the internship, I went for branch visit with my supervisor whose job was to conduct the quality check of that branch. During the visit I understood the process of the quality check. What are the things Quality analyst has to check like forms are available or not ,staff are co operative or not , staff are in proper dress code etc.

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4) Concepts and Theories Learned

4.1 DEPARTMENT: SERVICE QUALITY DEPARTMENT

4.2) THEORIES AND THEIR APPLICATIONS

The Following are the courses which helped me during my internship period.

FINANCIAL INSTITUTIONS

This course helps me in my internship period. The financial institutions course is all about the how financial institutions works, all lending and borrowing process and about prudential regulations of state bank of Pakistan. As I was internee at the head office so this course helps me out how the financial institutions work and how they are link together with each other. I was internee at service quality so we have to check about banks should follow all the regulation given by banking mohtasib and SBP.

COMPUTER CONCEPT AND APPLICATIONS

This course is all about the computer application and the basic concept of computers. The applications (MS Office) which are used in this course help me a lot. My job at internship was to conduct CSS and then put that data in MS excel sheet and the analysis it through the formula and other functions. The role of MS office in this department is intense; I would say that that this department cannot work without both of this software especially Ms Excel and Power Point Presentation. Data is recording in sheets and then that sheet works out the calculation and provide all the information we needed.

ORGANIZATIONAL BEHAVIOR COURSE

The concept of motivation is also used here. They conduct training session to improve employees’ attributes. For e.g. at my time of internship there was a motivation reward of black berry for service quality analysis.

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4.3) New Theories/concept Learned

The new concept I learned during my internship period is that how much the business ethics is important. Ethical behavior is so important in prospering the business.

With that I learnt too many new formulas and concept of MS excels