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PEOPLES BANK SRI LANKA By Thilini Boomawala

National Institute of business Management ABOUT PEOPLES BANK Peoples bank was established in 1st of July 1961.

first branch in Duke Street Colombo.

The total number of employees stood at 169 and today its near 10000 employees around the island wide branch network.

329 branches and 340 service centers totaling 712 in island wide.

Customer accounts close to 13 Mn. Bank ratings were upgraded - Fitch Rating AA and RAM Ratings AAA.

VISION OF THE BANK To be the Bank of the aspiring of Sri Lanka; empowering the Peoples to become value creating.MISSION OF THE BANK

FOR THE CUSTOMER:- To take pride in providing an excellent service in the most caring responsive and professional manner.

FOR THE SOCIETY :-To support empowerment and sustainable development by contributing to the upliftment of education, culture and environment island wide

FOR OWNERS:- To generate benefits for the national economy whilst being independent and commercially viable

FOR EMPLOYEES:- To create opportunities for our rmployees to benefit from their high performance by becoming value creating, skilled, self confident and professional individuals who are also team players. Product and service Target marketHarvest special savings accountFor farmersVanitha vasana accountFor womenIsuru udana savings accountThe wisest gift for childrenSisu udana savings accountGive your child a futureDoo daru ethera savings accountFor people employed in foreign accountYES account Say YES to lifeYES future starsSuccess begins at 16Swarna pradeepa savings accountPeoples bank golden loan serviceEthera isura savings account Higher interest for your foreign accountJaya niwasa savings accountA helping hand from a friendParinatha savings account Life begins at 55Vandana loanSenior citizens pilgrimagesGurusetha loanFor teachers Jana jaya loanSaving for a secure lifeCorporate bankingFor business industryDevelopment banking Government activities

PRODUCTS AND SERVICES PROBLEM STATEMENT

Analysis of desired tate and current state of providing premenant overdraft.Allocation time in current system of providing permenant overdraftSome activities are getting longer time period.OBJECTIVE

SIGNIFICANCE OF THE STUDY

ISO 9001 :2008BENEFITS

Elemenate wastage of resources.

Increase customer loyalty.

To gain competitive advantage.

Increase effeiciency and effectivenessLITERATURE OF REVIEW

SIGNIFICANCE OF THE STUDY

ISO 9001 :2008BENEFITS

Elemenate wastage of resources.

Increase customer loyalty.

To gain competitive advantage.

Increase effeiciency and effectivenessSIGNIFICANCE OF THE STUDY

ISO 9001 :2008BENEFITS

Elemenate wastage of resources.

Increase customer loyalty.

To gain competitive advantage.

Increase effeiciency and effectivenessLITERATURE OF REVIEW

ISO 9001:2008

The ISO 9000 management system standards were developed during the 1980s. ISO 9001 is a global quality management standard. Use it to establish and to update your organization's quality management system (QMS). All types of organizations ISO defines that Quality is conformance to defined specifications in terms of performance, price delivery. UNDERSTANDING ISO 9001:2008 continual improvement :- fundamental to the standard

Requirement of documentation:- Document, Records, Internal audits, Nonconforming product, Corrective action, Preventive action.

14MANAGEMENT PHILOSOPHY

KAIZEN.

Enhance the value addition

Treat the customers as kings

Treat suppliers as business partners.

Treat employees as shareholders.

Update the machines, equipment with technology.

PDCA CYCLE

Developed by Walter Shewhart, the pioneering statistician who developed statistical process control in the Bell Laboratories in the US during the 1930's.coordinate your continuous improvement effortsIt was taken up and promoted very effectively from the 1950s on by the famous Quality Management authority, W. Edwards Deming, and is consequently known by many as `the Deming Wheel'.SERVICE GAP MODEL

The key concepts, strategies, and decisions in services marketing what is needed to close the gap between customer expectations and perceptions. Data Collection Methods observationDiscussionsreferring to past records.Practical involvement. METHODOLOGY

SUPPORTED QUESTIONS 1. Who are the internal and external customers? (Internal/ External customers) 2. What are the requirements of internal and external customers? (Output)

3. What is the purpose of the intended system? (Outcome)

4. What are the resources available for the intended system? (Resources)

5. What is the system boundary? (Scope)

6. What is the process to transform the resurces (input) to acieve the objective(outcome) of the system? (Transformation)

7. How to compare the desired results (outcome) and the achieved results and identify the gap? (Stimulus)

8. How to respond with the resources to bridge the above gap for having the desired results? (Response)

9. How to establish records to provide evidence of the conformity to above requirements? (Control of records)

10. How to audit the above steps to ensure the continual improvement? (System audit)

INSTRUMENTATION Daily diary.

Field note book.

Theoritical notes

CONCEPTUAL FRAMEWORK

SCOPE AND LIMITATIONS Scope :- reduce the existing time allocation for each activities in POD system by examine the each activities in Peoples Bank in Sri Lanka. Limitations They dont like to change with new technology

Difficult to implement the new ideas without having permission of the head office and the regional office.

Not concentrating on the job.

Difficult to establish new technology in the branch.

PROCEDURE AND FRAMEWORK Activity November (Weeks)December (Weeks)January (Weeks)12341234512345study the process. work under the loans officer.Handle the prcoessidentification issues from the current process and raising the questions.Develop the new process and chart make the correction Study and involve with the instalation of processstudy about the results of this process

DATA ANALYSIS Internal customers External customers Branch manager Loans officerInspection officerLegal officerPeonRegional manager/ Asistant general manager/ Asistant regional manager. Business customersIndividual customers 1. Who are the internal and external customers? (Internal/ External customers)

2. What are the requirements of internal and external customers? (Output) To provide POD to satisfy customer requirement on time.

3. What is the purpose of the intended system? (Outcome) To reduce the time by 30% of the POD system without affection to the day today work life of staff members while refer to ISO 9001:2008 Internal Quality Standard.

Men (M1 )Loans officer (a)Branch manager (b)Inspection officer (c)Regional manager/ Asistant general manager/ Asistant regional manager (d)Legal officer (e)Machines and Equipments (M2)Pen (f)Computer (g)Printer (h)Fax (i)Material (M3)Notepad (j)Statement files (k)Applications (l)Documents (m)POD register (n)Legal documents (r)Inspection file (o)Business income report (p)Mortage report (s)Securities (t) 4. What are the resources available for the intended system? (Resources)

5. What is the system boundary? (Scope)According to this project loans division is the system boundary.

6. What is the process to transform the resurces (input) to acieve the objective(outcome) of the system? (Transformation 7. How to compare the desired results (outcome) and the achieved results and identify the gap? (Stimulus)I realized that there is a gap between desired results and current results based on the technology and the time when providing the services.

8. How to respond with the resources to bridge the above gap for having the desired results? (Response) In order to respond to this gap the use of both critical and non critical activities currently.

9. How to establish records to provide evidence of the conformity to above requirements? (Control of records) No evidence collected.

10. How to audit the above steps to ensure the continual improvement? (System audit) No special audit system for POD Process.

ANALYSIS System chart

Gantt chart

FINDINGS 1. Who are the internal and external customers? (Internal) Branch manager. Loans officer Inspection officer Legal officer Peon Regional manager/ Assistant general manager/ Assistant regional manager

2. What are the requirements of internal customers? (Output) To provide POD to satisfy customer requirement on time.

3. What is the purpose of the intended system? (Outcome) To reduce the time by 30% of the POD system without affecting to the day today work life of staff members while refer to ISO 9001:2008 Internal Quality Standard.

4. What are the resources available for the intended system? (Resources) Man power. Material. Machine. Method.

5. What is the system boundary? (Scope) According to this project loans division and the regional head office of the bank is the system boundary.

6. What is the process to transform the resources (input) to achieve the objective(outcome) of the system? (Transformation)

7. How to compare the desired results (outcome) and the achieved results and identify the gap? (Stimulus)By comparing the desired QQTC with the actual QQTC.

8. How to respond with the resources to bridge the above gap for having the desired results? (Response)The department should respond to the stimulus (defined as gap between desired and the actual results). That is using with the support of planning, organizing, directing, coordinating and controlling to choose right response/ action to the right stimulus.

9. How to establish records to provide evidence of the conformity to above requirements? (Control of records)Update department related as well non related department related information in to a common system and also introduce the new system for the Marketing POD process in order to maintain their daily transactions.

10. How to audit the above steps to ensure the continual improvement? (System audit)The department should follow an auditing system which is prepared using the ISO auditing system for continuing the process and updating the process movement by movement.

CONCLUSION 1. Who are the internal and external customers? (Internal) Branch manager. Loans officer Inspection officer Legal officer Peon Regional manager/ Assistant general manager/ Assistant regional manager 2. What are the requirements of internal customers? (Output) To provide POD to satisfy customer requirement on time. 3. What is the purpose of the intended system? (Outcome) To reduce the time by 30% of the POD system without affection to the day today work life of staff members while refer to ISO 9001:2008 Internal Quality Standard.

Men (M1 )Loans officer (a1)Loans officer (a2)Branch manager (b)Inspection officer (c1)Inspection officer (C2)Regional manager/ Asistant general manager/ Asistant regional manager (d)Legal officer (e)Machines and Equipments (M2)Pen (f)Computer (g)Printer (h)Fax (i)Material (M3)Notepad (j)Statement files (k)Applications (l)Documents (m)POD register (n)Legal documents (r)Inspection file (o)Business income report (p)Mortage report (s)Securities (t)4. What are the resources available for the intended system? (Resources)

5. What is the system boundary? (Scope) According to this project loans division and the regional head office of the bank is the system boundary.

6. What is the process to transform the resurces (input) to acieve the objective(outcome) of the system? (Transformation)

7. How to compare the desired results (outcome) and the achieved results and identify the gap? (Stimulus) By comparing the desired QQTC with the actual QQTC.

8. How to respond with the resources to bridge the above gap for having the desired results? (Response)The department should respond to the stimulus (defined as gap between desired and the actual results). That is using with the support of planning, organizing, directing, coordinating and controlling to choose right response/ action to the right stimulus.

9.How to establish records to provide evidence of the conformity to above requirements? (Control of records)Update department related as well non related department related information in to a common system and also introduce the new system for the Marketing POD process in order to maintain their daily transactions.

10. How to audit the above steps to ensure the continual improvement? (System audit)The department should follow an auditing system which is prepared using the ISO auditing system for continuing the process and updating the process movement by movement.

RECOMMENDATIONS Develop models around customer needs by reprioritizing spending, including increasing the use of low-cost digital models and using more innovative technology.

Give training to the employees about the advantages of having new technologies to their work life.

Give more attention to the customer requirements.

Give proper training for the employees grade by grade to enhance their attitudes, efficiency and effectiveness. As well as the top management should motivate them.

Bring new machines and equipments and install in the bank.

Increase number of employees for the loans division.

IMPLEMENTATIONS OF RECOMMENDATIONS Recommendations(What)Implementing Time(When)Responsible Person(Who)01). Develop models around customer needs by reprioritizing spending, including increasing the use of low-cost digital models and using more innovative technologyWithin two months All members in the loans division and the branch manager. 02). Give training to the employees about the advantages of having new technologies to their work life. Within three weeks Specially top management 03). Give more attention to the customer requirements.Within one month Staff members in loans division and Branch Manager 04). Give Proper training for the employees grade by gradWithin 3 weeks (as soon as possible)Branch manager and Regional Manager. 05).install new machines Within three monthsDGM and Regional Manager. 06). Increase number of employees for the loans division. Within four months Branch manager, Regional Manager and DGM in head office

RESULT ActivityCurrent QQTDesired QQTQuantityQualityTimeQuantityQualityTime01. customer discussion with the officer about the requirement One loans officerRight details5mins One loans officer Right details5mins 02. Check the statement files .One loans officer Right details 15 minsOne loans officer Right details 15 mins03. Forward the current account statements to manager and consideration of the discussion &giving the approval One loans officer and the branch manager Immediate result 15 minsOne loans officer and the branch managerImmediate result15 mins04. Filling the application One loans officer Fast service 5mins One loans officer Fast service 5mins05 give the proposal with relevant documents to the manager One loans officer All correct measurements20minsOne loans officer All correct measurements20mins06. Give the POD file to the Loans officers. Branch Manager Right details 10minsBranch Manager Right details 10 mins07. Enter the POD application in to the applications register. One application All correct entries 10 minsOne application All correct entries 10 mins08. Check Crib through the application number One entry at a time Immediate result 2 minsOne entry at a time Immediate result 2 mins09. Sending the Crib report to inspection authority One document Including all the correct information 15mins One document Including all the correct information 15 mins 10.Visit the place of mortgage property and check the inspection file One inspection officer. Update all the past information 3 hours One inspection officer Update all the past information 3 hours 11.Send the valuation report to the Regional Head office Branch manager With all updated information 2 hours Branch manager With all updated information 2 hours 12.Visit the place of business premises One loans officer Right details 3 hours One loans officerRight details 3 hours 13. Prepare the POD limit considering the evaluation committee decision and business income report. One document Including all the correct information 1 hour One document Including all the correct information1 hour14. Gather all the documents in to a one file regarding to the POD limit One file Including all the right details 1 hour One file Including all the right details 1 hour 15. Forward credit limit the manager to get the approvalone officer with one file With right details 30 mins One officer with one file With right details30 mins16. Sign the POD limit One loans officer Immediate result 25 mins One loans officer Immediate result25 mins 17. Sending a copy of POD limit and valuation report to the legal officer One copy With all the correct information2 hours One copy With all the correct information2 hours 18. Approve the securities by the manager Branch manager Immediate result 15mins Branch manager Immediate result 15mins 19. Prepare a mortgage bond using legal documents One legal officer, one document Using the right details 45 mins One legal officer, one documentUsing the right details45 mins 20. Signing the mortgage bond by the customer and prepare a letter send to the branch One document With all the correct information 1 hour One document With all the correct information1 hour21. Enter the approved securities after receiving the letter from regional head office. One loans officer All the correct information 35 mins One loans officer All the correct information 35 mins ActivityCurrent QQTDesired QQTQuantityQualityTimeQuantityQualityTime01. customer discussion with the officer about the requirement One loans officerRight details5mins One loans officer Right details5mins 02. Check the statement files .One loans officer Right details 15 minsOne loans officer Right details 15 mins03. Forward the current account statements to manager and consideration of the discussion &giving the approval One loans officer and the branch manager Immediate result 15 minsOne loans officer and the branch managerImmediate result15 mins04. Filling the application One loans officer Fast service 5mins One loans officer Fast service 5mins05 give the proposal with relevant documents to the manager One loans officer All correct measurements20minsOne loans officer All correct measurements20mins06. Give the POD file to the Loans officers. Branch Manager Right details 10minsBranch Manager Right details 10 mins07. Enter the POD application in to the applications register. One application All correct entries 10 minsOne application All correct entries 10 mins08. Check Crib through the application number One entry at a time Immediate result 2 minsOne entry at a time Immediate result 2 mins09. Sending the Crib report to inspection authority One document Including all the correct information 15mins One document Including all the correct information 15 mins 10.Visit the place of mortgage property and check the inspection file One inspection officer. Update all the past information 3 hours One inspection officer Update all the past information 3 hours 11.Send the valuation report to the Regional Head office Branch manager With all updated information 2 hours Branch manager With all updated information 2 hours 12.Visit the place of business premises One loans officer Right details 3 hours One loans officerRight details 3 hours 13. Prepare the POD limit considering the evaluation committee decision and business income report. One document Including all the correct information 1 hour One document Including all the correct information1 hour14. Gather all the documents in to a one file regarding to the POD limit One file Including all the right details 1 hour One file Including all the right details 1 hour 15. Forward credit limit the manager to get the approvalone officer with one file With right details 30 mins One officer with one file With right details30 mins16. Sign the POD limit One loans officer Immediate result 25 mins One loans officer Immediate result25 mins 17. Sending a copy of POD limit and valuation report to the legal officer One copy With all the correct information2 hours One copy With all the correct information2 hours 18. Approve the securities by the manager Branch manager Immediate result 15mins Branch manager Immediate result 15mins 19. Prepare a mortgage bond using legal documents One legal officer, one document Using the right details 45 mins One legal officer, one documentUsing the right details45 mins 20. Signing the mortgage bond by the customer and prepare a letter send to the branch One document With all the correct information 1 hour One document With all the correct information1 hour21. Enter the approved securities after receiving the letter from regional head office. One loans officer All the correct information 35 mins One loans officer All the correct information 35 mins

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