INTERNSHIP REPORT ON

NATIONAL BANK OF PAKISTAN

“Internship Report submitted to the Faculty of Management & Administrative Sciences in Partial Fulfillment of the Requirements for the

Master of Business Administration.”

UNIVERSITY OF GUJRAT

Date of Submission

Name of Program Coordinator ___________________

Signature of Program Coordinator_________________

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“By the Grace of Almighty, the most Merciful, the most Beneficial, I'm today submitting

my internship report, at the end of my first pragmatic experience and I'm glad to have it

with UBL, where you come first, only if you're the customer. Thirst of learning is inside

you, and whatever the environment”, if you're willing to learn, you do. At UBL, I Had a

new, challenging, yet a perfect environment to learn. My parents' prayers and their

Teachings were always with me and hereby I will like to take this opportunity to show

my Gratitude to all those who made my internship an adventurous outwit.”

.

Here I am,” from more professional and rather corporate environment of UBL

Gujranwala branch. I never knew what it all going to be. As I enter the branch, it took

me a minute to realize that the person sitting in the half fortified walls is the Manager.

Maybe I was expecting him in a glass sheeted room. At a glance, I grasped the

Interesting personality of the manager and today at the end of my internship; he’s one of

The persons I’ll always remember. “

Despite of the most hectic schedule, Madam Farah helped me so much. I'm really

Grateful to you maa'm for clarifying my concepts and making me learn from your

Experience. Whatever I learnt from you will definitely help me in my upcoming study and

The professional life ahead. Thank you so much for being so co-operative and so

helpful every time. I hope maa'm I have been up to your expectations. In the end, I'll like

to thank all my other colleagues, Mr. Usman aslam, Mr. Waqas, Mr. Ali Hassan, Maa'm

Nida and all my other fellow internees, here and in cantt branch, for their unconditional

support and help in making me learn in a good environment. Umair Javed”

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Contents of Report page

Acknowledgement 02

Executive summary 04

Dedication 07

Introduction 08

Organizational Profile 10

Vision & Mission Statement 34

Management Hierarchy 35

Pest analysis 37

Area of internship 39

SWOT Analysis 44

Recommendations 47

Conclusion 48

Bibliography 49

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”Banking operations and services are one of the basic needs of an Economy. These

include acceptance of deposits and disbursement of Advances to individuals and others

at higher rates. Banks perform Various fundamental factions, which are directly or

indirectly Contributory towards economic and social development of countries. UBL, a

commercial bank was established in 1959 as result of reckless Efforts made by Agha

Hassan Abidi. The UBL has shown the fastest Growth pattern and in a period of just 27

years became the second Largest bank of Pakistan. The bank image however

adversely destroyed”

When it suffered heavy losses during its nationalization period due to Political and other

factors. The bank is showing re-emerging Indications as is evident from its financial

statements. UBL on October 19, 2002 was privatized and bought by two financially

sound parties of International repute i.e. best way group and Abu Dhabi group holding

51% of the banks share and thus has emerged as the largest private Bank surpassing

MCB. The purpose of this report is to study operations and analyze Performance of UBL

to see whether the bank is successful in its Operational performance or not, and

recommending possible solutions For problems. For meeting the purpose both

secondary and primary Data have been used.

“The whole report has been divided into five main sections as describe Below: Section I

is introduction to the report and briefly describes the scope, Purpose, methodology and

limitations faced during the preparation of the Report. Section II is the review portion

and contains five chapters. First chapter is Introducing the organization, UBL which

came in to being in 1959.”

Remaining four chapters are explaining operations and relevant broader but

Comprehensive set of information of the functional departments of the Bank. An attempt

has been made so that readers of this report should be Able to gain sufficient

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Knowledge of the processing and procedures of the Operations carried out by these

departments. However in the chapter Pertaining to foreign exchange department main

focus is places on the Payments regulations and procedures of letter of credits in the

light of Foreign exchange regulation Act, 1947. ; the analysis part of the report and is

comprising of two Functions. SWOT analysis is an integral part of this chapter. As an

internee

I was deeply concerned about the performance level of the UBL and therefore tried to

analyze the bank financial performance that is included in chapter 4, this chapter

reveals that the bank is trying to regain its position in the present more dynamic and

competitive environment. “Major findings are included in this summary which is the

outcome of these analysis the recommendation part and is derived from the previous

Major findings are stated in the later part of this summary. implemented properly will

enhance the bank’s overall productivity and will also enable it to compete more

efficiently and effectively.

“These plans are related to exploration of new opportunity present in the agriculture sector, effective management and recovery of advances and marketing activities respectively. During the study, findings extracted are listed below:”

1. Mark up expense of the bank has reduced and administrative Expenses have shown increase.

2. Non-performing advances have reduced; deposits show Consistency.

3. Due to lack of job rotation opportunity and lack of informal group existence, employees do not share each other workload..

4. Motivation level of employees is not satisfactory which effects their own and as well as performance of the organization.

5. In proportion to number of accounts and functions performed sizes of branch’s buildings are small.

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6. “Newly developed account opening form carries restricted space Where only two applicant’s names can be incorporated. Recommendations of the report are as under:

1. Training for developing managerial leadership should be provided.

2. Political interference in placements etc. should be discouraged.

3. Exercise should be evolved to bring needed cultural and other Management changes.

4. Recruitment policies should be changed; MBA’s and other business related qualified individuals should be hired.

5. HRD should frequently conduct refresher courses.

6. Computer training courses should be imparted. Development policies should be implemented.”

7. All employees should participate in marketing operations of the bank.

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2. DEDICATION

At first dedicating this work to Almighty,

Without his mercy and sympathy I was not able to accomplish this work.

I also dedicated this work to my

Because their Prays & worm Hugs made me able to achieve this success.

also want to dedicate this to my honorable, Respectable Polite & sincere.

Because they always guided me towards rite path of success

MBA 6TH

8INTRODUCTION TO THE REPORT

1.1 INTRODUCTION:Students of MBA studying courses leading to Master of business administration are

required to undergo an internship programmed of two months duration. This is an

essential academic requirement. The internship is followed by comprehensive report

writing, required to submit to the University of Gujarat. This report is properly evaluated

on the basis of its description and analytical capabilities by internal and external

examiners. I did my internship in United Bank Limited Gujranwala Branch.

PURPOSE OF STUDY:“The primary purpose of this study is to fulfillment of the requirements for the degree of

MBA (Finance).For this connection each student of this particular course is required to

undertake training in a relevant organization selected by them, for a period of 6-8

weeks. The secondary purpose of this internship is to understand how the theoretical

knowledge can be applied to the practical situations and examine an organization’s

financial issues and identify its opportunities/ problems and also suggest corrective

measures. This internship is also very necessary to gain confidence and become aware

of the mechanism of an organization. As an internee I want to achieve following

objectives during my internship and organization study:”

1. To familiarize with a business organization.

2. To familiarize with the different departments in the organization and their

functioning.

3. To enable myself to understand how the key business process are carried out in

organization.

4. To understand how information is used in an organization for decision making at

various levels.

5. To relate theory with practice.

6. I was also keen to gain professional experience in an actual testing environment.

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7. I want to develop my skills in the application of theory to practical work situations

8. To develop my attitude conducive to effective interpersonal relationships.

9. To acquire good work habits and sense of responsibility.

10. To enhance my learning experience by application of fundamental concepts

previously learned.

11. To observe, analyze and interpret the relevant data competently and in a useful

manner.

12. To develop my interpersonal communication.

13. I want to enhance my knowledge of the discipline of banking administration.

This report is about united bank limited. UBL was established in 1959 and since then,

it has expended its network, becoming the largest commercial Bank of the country. It

offers different products of services to its customers.

SCOPE OF STUDY:The study is confined to banking operations. An attempt, along with all its limitations, to

collect financial data and general statistics of the bank has been made. Keeping in view

the purpose of the study, which is to make an acquaintance with practical doings in the

bank, this seems a comprehensive effort.

LIMITATION OF STUDY:

“It is to admit that the study attempts only those aspects, which are closely relevant to

the purpose of the study. facts and figures, which otherwise might be equally important,

but not having a direct bearing on the conclusions arrived at this study, have been

ignored. The most important limitation from which the study suffers is the no availability

of information in a manner required for analysis and the secrecy of the bank. Another

important limitation of the study is time and Space constraint.”

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10 METHODOLOGY OF STUDY:

Both primary and secondary data were used in compilation of the report.

Methodological tools used were:

i. Primary Data:

Personal Observations.

Discussion with Bank Personnel.

ii. Secondary Data:Brochures/ Manuals of the bank.

Annual Report

State Bank Foreign Exchange Manual

Bank internship reports on UBL available in library.

Journals, newspapers and books.

Internet.

INTRODUCTION TO UBL

BANKING HISTORY:

“Consensus on the origination of word “Bank” is not yet reached at. Some Authors

opinion is that this word is derived from the words “Bancus” or “Banque”, which mean a

bench and they further relate banking business inception to Jews in Lombardy. Other

authorities state that the word “Bank” is derived from the German word “Back” which

means “Joint Stock fund” and later on due to German occupation of Italy, this word was

italianated into “Bank. Authors quote Babylonians (few quotes Chinese) who developed

banking system as early as 2000. B.C1

BANKING IN PAKISTAN:

The history of Banking started in Pakistan for the valor and emergent decision of

Formulation of SBP on July 30, 1948.

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However the process is reverse since 1991, Up till now MCB, ABL, and UBL have been

privatized and HBL is in the process Of its privatization.

TOWARDS ISLAMIZATION OF ECONOMY2:

Interest based transactions/businesses are “Haram” in Islam. The GOP has shown.

Interest to eliminate “interest” from its economy by developing various Alternatives. To

achieve this objective various efforts are made with the following outcomes:

Deposits:“In the back drop of some of the worst financial and liquidity crunch faced by virtually all

economies, Pakistan also faced issues of liquidity albeit at a much lower level. In

addition to contraction in liquidity in the banking system, UBL also faced challenges due

to major withdrawals by public /government departments during the year. Despite all

these negative developments.”

Loans:

Qarz-e-Hasana

Lending on the basis of Service charges

Trade Related Modes of Finances:

Bay Muajjuai; purchases of goods by banks and their sale to clients a Appropriate

mark-up in prices. Bay-Salam; purchase of goods from clients by banks and their

resale to the

Client at increased prices, to be paid in future. Financing for development of property on

the basis of developmental Charges.

Purchase of trade bills.

Ijara: leasing.

Hire purchase.

Investment Type of Modes of Finances:“Mishawaka: financing on the basis of profit and loss sharing.

Modaraba: equity sharing of borrower profit and loss on basis of purchase

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Of modaraba certificate.

Rent sharing.

Equity participation through purchase of shares”

HISTTORY OF UBL:It begun with a vision, a vision of unparallel progress and unmatched excellence true to

the spirit of the era! November 7th 1959, Pakistan witnessed an event that would

change the way we banked forever. It was not just the inauguration of UBL’s first branch

at I.I. Chandigarh; it was also the birth of the culture of service, a culture of innovation

and a culture of financial excellence!

By June 1960, shortly after six months of opening its doors to the public, UBL had branches in:

Karachi

Dacca

Lahore

Lyallpur

Chittagong and Narayanganj

“In 1963, UBL became the first bank in Pakistan to have a branch overseas- on William

Street in London, United Kingdom. True to our promise of providing service and care

beyond the ordinary to our customers, UBL and You have had a history. The first saving

scheme for school going children was launched as early as 1960 or the formation of

Pakistan’s first Staff College of employees in 1964, UBL, through the motivation of its

staff and the trust of its customers, continued to grow at a spectacular pace. In 1967,

UBL had hit the dawn on information in terms of technology, by introducing computer

banking to Pakistan and in 1971, UBL once again paved the way by launching 3 online

branches in Karachi. The newly formed state of Pakistan was witnessing the boom of

industries and commerce – cannoned by a bank that believed in the potential growth of

Pakistan. Small wonder then, by 1978, UBL had a pledged economic department, had

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Acquired two international banks.” UBL also launched supervised credit and small loan

schemes for small to medium sized firms as well as agriculture and had made for itself,

a strong international presence for we had branches in 4 continents.

Throughout its history, UBL has kept pace with- and often exceeded the changing

needs of changing times. Keeping the tradition of innovation alive, UBL introduced

Pakistan’s first credit card, the UNICARD in 70’s and left its mark by launching the Pak

Rupees traveler cheques in 1971. Staying true to its roots, UBL was also the first bank

to have an Islamic banking division and the first to introduce e-banking facilities at Hajj.

In the 1990’s the government of Pakistan decided to change the face of banking by

creating a blueprint to privatize UBL. At this point, financial experts were called on board

to set the bank back on course, and with implementation of relevant changes, the

government privatized the bank in the year 2002 – Best way and Al Ayaan collaborated,

forming the cornerstone for the UBL of tomorrow.

NUMBER OF BRANCHS:“UBL has a large network of branches, which extends to the remotest areas of the

country. In December 1983, there were 1623 branches whereas in 1974 it had only

1238 branches and in October 2003 these figures show total number of 1007 branches.

UBL has been very active in increasing its overseas branches network.” The first foreign

branches were established in London in 1963. Now UBL has branches in Bahrain,

Qatar, Saudi Arabia, United Arab Emirates, Yemen Arab Republic, UK Switzerland,

Egypt, Oman and The United States. These branches are playing a significant role in

channeling home remittances and foreign trade of Pakistan.

SUBSIDIARIES:UBL has four subsidiaries, namely:

United National Bank Limited (UNB), UK

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United Bank AG (Zurich), Switzerland

3 UBL (2003) Annual Reports

United Executers and trustees Company Limited

United Bank Financial Services (Private) Limited

FUNCTIONS OF UBL:UBL is a commercial bank, which transacts the business of banking in

Accordance with the provisions of BCO, 1962. Section 7 of the Act authorizes

Banks to engage in the prescribed form of business. In the light of this section

UBL’s functions can be categorized as under:

Agency services

General Utility Services

Underwriting of loans raised by the Government or public bodies and trading by

corporations etc.

Providing specialized services to customers, and

Hajj-related services.

ROLE OF UBL BANKING SECTOR:

“The impressive growth and development, which UBL achieve, present I Undoubtedly

the most dynamic and progressive. In a very shorter period of time it became one of the

leading banks overtaking several other older and its competitor banks. The major

contributions the bank has made are enlisted below:”

Record setting performance and commitment to serve the customers Personalized

service and dynamic approach Catalyst of changes

Professional management

Modern banking policy

Human resource development

Small loans (or) micro credits

Pacesetter in economic research established in 1967, department for

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Economic research.

Utility bills collection

Credit cards (unicard-1970)

Travelers Cheques (Humarah-1971)

Diaries and calendars – received prizes too

Promotion of sports

COMPUTERIZATION OF UBL:UBL has taken leading start in the introduction of computers in (1966-1968)6 in

important cities. Its three computers centers Rawalpindi, Lahore and Karachi are

equipped with the modern mainframe computers of various Capacities.” All branches

Have made with microcomputers. The use of computers has enabled the bank to save

time and efforts raise Efficiency and deliver the goods speedily to its customers. This

has also allowed the bank to maintain its leadership within the industry.”

UBL - On line System7:Themes of this service is “Access anytime, anywhere, any device” which Symbolizes

comfort, convince and connectivity. UB-Online a web based service Cap. (Rtd) Syed

Hamid Ali Shah, (2002) Internship Report on UBL Main Branch Peshawar. UBL,

(October 8, 2002). PPI Circular. Karachi

That can be accessed through multiple media link like, (i) PC via internet (00)

Mobile phone with WAP or free SMS) (iii) Personal Digital (iv) assistants and (v)

Plain telephone; following are some of the exciting features:

1. Accounts statement & electronic data interchange

2. Graphical analysis

3. Alerts service /facility, search facility and activity long

4. The banks’ as another computer-based system known as “UIBANK”8,

Which is a well-develop on-line branch-banking package. The system automatically

prepares various report, central bank returns, and Statement of accounts for customers.

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16 Money Gram facility:“The bank has recently employed money gram service system, which can affect money

transfers within minutes. Similarly the system used for local transfer of money

transactions is called uni-remote.”

Hajj service:Keeping to its tradition is august 1982 provided electronic facility at its Hajj booth and

has installed now modern computers at designated branches (Hajjis) and increasing

Efficiency. This facility has reduced the service time to less Than six minutes per Hajj

compare to about half-an-hour to 45 minutes per Hajj earlier. 8 www.ubl.com

Consumer BankingYou as an individual can gain and benefit the most through UBL Consumer Banking. In

UBL you get friendly, efficient and attentive personalized banking services - a unique

Banking relationship experienced by each UBL client. You can utilize the following

Services.

OMNI BRANCHLESS BANKING

UBL Omni now brings a host of banking services to your nearest "Dukaan". UBL Omni

Dukaans are located in more than 650+ cities and towns across Pakistan. This is a

major milestone in the evolution of banking that will reshape the traditional banking

model by offering basic banking services across urban and rural Pakistan, well beyond

the regular branch networks of banks

.ACCOUNT

Customers across Pakistan can now open a basic UBL Omni bank account at any

UBLOmni Dukaan of their choice, whether close to their home or place of work, by

using their CNIC number and mobile phone number - their mobile phone number will

effectively become their bank account number irrespective of which service provider

they use. Also they can avail instant ATM card. Accounts with higher limits can be

opened from any UBL branch. For further details please visit Account Opening

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Omni account holder will subsequently be able to deposit and withdraw cash, make

utility bill payments, send or receive money, purchase mobile airtime, make postpaid

mobile bill payment, pay Zakat & Donation and much more by using diversified array of

convenient channels which includes SMS, Mobile App, UBL Net banking or ATM. No

longer will they have to visit a bank branch to conduct their basic banking transactions

nor will they be limited by standard banking hours

UBL Address“Owning a house of your very own is a cherished dream. A lot of planning and hard

work Is involved in making this dream come true. That is why, at UBL we aim to make

your Decision easier, by offering you the right ingredients that can help you realize your

dream with absolute convenience.

UBL Address empowers you to become the proud owner of a home by offering a variety

Of product and pricing options that are flexible yet affordable. So choose the best

product option and pricing to suit your needs. All product options are amortized and

range over a Tenor of 3-20 years.”

Buying a homeWhy rent when you can buy? Buying a home of your choice has never been so easy.

With a maximum financing limit of 80% you can easily buy a house or apartment that

Best fits your requirements. So go ahead and start the search for your dream home

because with easy and affordable installments you need not think of renting a house

when you have hot UBL Address.

UBL Business Line“UBL Business in a complete solution to all your Business Financing needs. With UBL

Business Financing facility, you can now take your business to greater and newer

heights, and achieve the level of success that you truly deserve. UBL Business line is a

running Finance facility that not only provides funds for growth but also enables you to

capitalize on profitable opportunities. With UBL Business line, now you will surely say.

“Ab Hui Kamiyaab Meri Manzill”.

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Now, UBL Business line credit line is here to solve all your cash flow problems. You can

Utilize up to Rs.10 million with the help of which you now focus on your business

expansion and growth.

UBL Cash line“UBL Cash line is a flexible loan that provides you cash up to Rs.500, 000 without any

security Requirements. It empowers you to take control of your finance. UBL Cash line

is aimed to make your life easier…ZINDAGEE ASAAN. Whether you are a salaried

individual or a businessman, UBL Cash line takes care of your cash requirements.”

UBL Credit Card

Welcome to the world of UBL Credit Cards the most exciting and vibrant credit card

brand in Pakistan. We offer you a range of innovative and exciting cards that is not only

Powered by the security of chip but also enable you to personalize it any way you

want…

UBL Drive

“Accelerate your life; Drive the way that suits you! UBL Drive is a unique auto financing

Product which offers you feature, option and flexibility unmatched by any other bank,

Because at UBL, You come first.”

New Car Financing

UBL Drive allows you to drive away in your own car by making a down payment of just

15% and to top that with low monthly installments.

Used Car Financing

“With UBL Drive you can buy favorite used car (up to 5 years old) at the most affordable

Rates.”

Cash Your CarUBL Drive is not a car loan; it’s financing facility that gives you Cash on your car, you

Can get up to 75% of your car value.

UBL Money

“UBL money, the personal installment loan from UBL provides you with power, Control

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Convenience and the flexibility to manage your financial requirements and realize on

your dreams. It’s about buying new furniture or marriage expenses, financing the

education of your child or enjoying vacations abroad! UBL Money caters your needs

handsomely. You can borrow any sum between 50,000 to 500,000 (PKR) and payoff up

till 5 years. We know what you need at what time. Just give us the opportunity and let us

serve you best.”

Other Services:

· UBL Net Banking

· UBL e-statement

· Hamrah

· UBL Wallet

UBL Net Banking:

UBL Net Banking is an internet banking portal offering a simple, convenient and secure

method of accessing bank accounts on the internet. Its never being so easy to Access

and manage your finances in a secure real-time, online environment

UBL e-statement:

UBL is pleased to announce the launch of the UBL e-statement facility which it easier

for you to get your statement of accounts and automated transactional debit/credit alerts

right into you inbox.

Hamrah:

“UBL has always been adding the forefront in identifying and meeting the financial

needs of its valued customers. UBL was a pioneers an introducing Rupee Travelers

Cheque facility in Pakistan, as early as 1971. In continuation of the same tradition, UBL

in the shape of, “HAMRAH” Rupee Travelers Cheque enhances this facility for the

convenience of its valued customers by offering denomination up to Rupees 10,000.

UBL has a 24 hours customer’s help-line, providing its customers with round the clock

Tele-verification of HAMRAH Rupee Travelers Cheques.”

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Commercial Banking

“To stand tall among the world’s leading banks, UBL has developed a YOU attitude to

understand its customers well. When you talk, we speak for you. For small and middle

size investors, UBL has so much to offer, so much to deliver. You live the way you want;

we will always be shadowing you. Walk in to any nearest branch of UBL, enter the world

class bank and let us serve you with what you need.”

Small Business Scheme

“Under the Small Business Scheme, UBL is providing loans on easy terms to those who

wish to set up their own small-scale business. This scheme is aimed at spreading

prosperity in the country by reducing unemployment. As more and more people start

their own industrial units, the country will move steadily towards economic self-reliance.”

Investment and Saving Accounts:

At UBL, we offer you the most beneficial and secured financial investment and saving

options. You can choose from the following list of accounts anything that serve your

needs best.

UBL Basic Banking Account

“Exempted from Minimum Balance charges, UBL BBA holders can carry out two

deposits and two withdrawals each month as per the bank policy. Through 24hrs ATM

Services, they can carry out transactions as and when desired, staying in the daily

Withdrawal limit.”

UBL Business Partner (Current Account)

For our regular customers, we offer the ultimate option, UBL Business Partner (Current

Account). With unlimited deposits and withdrawals, we offer you convenience of UBL

net banking, UBL Wallet, UBL Orion and other exciting consumer products. Customers

are liable to maintain minimum balance of Rs. 10000 to avoid the minimum balance

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Charges until and unless they are exempted from it. Remember! We are not just a

business; we are your caretakers; we know what you need.

Avg Balance per month Profit Rate*

“Rs. 25 million 5.00%

Rs. 25 million to Rs. 100 million 5.10%

Rs. 100 million to Rs. 250 million 5.20%

Rs. 250 million to Rs. 500 million 5.30%

Above Rs. 500 million 5.50%

* Profit rates are for the month of July only

UBL Rupee Transaction Account (PLS Saving)

Have your money box at UBL! Put in your savings and let us earn you 5% p.a. over

Your daily savings.

E-Transaction (Current Account)

“In the era of glooming computerization, even Chicago, Tokyo, Sydney, all are seconds

away from you. Internet has turned distance into time, and we have turned your account

into a sheer pleasure. Now sitting at home, or at office or anywhere in the world, we

offer you a wide spectrum of world-class electronic services and banking products each

time you log in. Use your account like a regular account plus use the premium Internet

& Mobile banking services for Instant Fund Transfers,

Instant Shopping, Instant Bill payments, Instant Mobile top ups, Alerts, Statements

and much more. You love surfing, come surf with UBL “

Complementary Services Insurance Certificate

UBL not only cares about you, we care about those too who are dependent upon you.

So UBL now offers enhanced Free Accidental and Disability Insurance Certificate

coverage to all existing and new account holders

.

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UBL Wallet VISA

“Imagine you are shopping in a big mall and you are ever so watchful about your cash in

your wallet. Every time you shop, you're in a mess! Let UBL Wallet Visa ease your

shopping. Shop around and pay your expenses directly from your account through UBL

Wallet. Not only can this, individuals and sole proprietors, through more than 92 ATM

machines, debit their accounts as many times as they want. You can choose according

to your need”. We offer Card Type

Annual fee (Rs.) Daily Limits (Rs.)

Primary Supplementary ATM

Withdrawal

Debit Card

Spend

Funds Transfer

(From UBL to UBL)

Funds Transfer

(From UBL to other

Banks)

Moreover, the convenience and excitement of Internet Shopping is also available at

UBL Wallet VISA ATM/ Debit Card. So surf around and feel free to shop. We are here to

help you pay miles away.

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UBL Net banking

“UBL is very much determinant to make banking as you will. How about being in office,

or on your way, at home or at anywhere in the world but still connected to your account!

Through UBL Net Banking, Access your accounts any time, pay anyone you want, pay

your bills, buy vouchers you need and get account alerts, all integrated with one of the

best security systems in the world. Hum rah”

“Hum rah is your secured cash, something that’s safe anywhere and accepted

everywhere. Offered in the denominations of 10,000 and 5,000, "Ham rah" Rupee

Traveler Cheques are the ideal and safest way of carrying cash when travelling

anywhere in Pakistan. Let it be business; property; trade or personal needs; we make

you have the most convenient option. Moreover, Hum rah RTC's are now accepted at

more than 2000 places such as hotels, shops, real estate agents, jewelers, car dealers,

etc and of course at all our UBL branches. UBL e-statement: During your busy hours,

you don’t have to bother about visiting us to get your account statement. Neither there’s

a risk of anyone else knowing your account details. Subscribe today, free of cost to UBL

e-statement facility and let us share details with you daily, weekly, monthly, quarter or

semi-annually. Get debit/credit alerts and know as soon as you get money or pay off.”

My learning’s

Standing on the fourth floor of UBL Islamabad head office, I heard the good news of me

having a six week opportunity to interact with a world class bank. All these six weeks

were full of events, full of learning and most importantly full of professional working.

Here 'professional' regards in all from clerical to managerial work. In these six weeks

period, the best thing to me was the authority and dependency of customers upon me,

when they come with a hope that I'm there to guide them through. Knowing all is not

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Learning, the real learning is to convey right. I tried to learn real, see real UBL, and tried

To comprehend the difference between what we look from outside and what is going on

Inside. UBL is full of experienced and professional traditional bankers. As it perfectly

Suit the environment we are operating in, you attitude has helped UBL in capturing

masses. In the private sector, no doubt it’s a fast growing bank, but here's something

that's still unrealistic to the policy makers. The line of unsatisfied customers is

increasing, not because we are not serving well, it's because customers are not

understanding the YOU attitude right. Every customer wants to make sure his work is

done at the first convenience, but they are not concerned about the responsibility with

which every employee is working. We need to put in some guidelines for our customers,

as they walk in. This will not only save their time but will also motivate staff members to

work more promptly, because if customer and employee engage into some unhealthy

quarrel, the whole environment will be disturbed. Back to my real learning’s. In my six

week internship, I worked in customer service department, as well as in clearing

department. Because of some work load, I was unable to learn much about other cash

and accounting department. Here is my countdown learning of six weeks.

Account Opening:

“Penning down information and keying it into the system does seem a simple and

tedious job but it is not. My initial five days at customer service department was the

liveliest experience of my internship. Though physically I was there just to assist the

account opening officer, but it turned out to be much more for me. That is when I first

actually imitated as a presenter of UBL to customers, when to many people, I'm their

hope. UBL offers a variety of options for anyone; to everyone. You are an investor,

regular businessman, middle man, salaried person or a house wife; UBL serve you in

Every way it can through its commendable and reliable services, because at UBL, YOU

Come first. Working at Customer Service Department, I did counter with different types

of customer and opened their accounts under the supervision of the officer. When you

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Have the sole responsibility to open the accounts; it's always very important to

understand the needs of your customer. Understanding the psyche of customer is very

Important. Until and unless you're completely satisfied that the customer has genuine

reason and need to open the account, don't do so.”

Account Opening Form:

“In all the documentation within the bank, clearness and tidiness are the major features.

Over writing and cutting should always be avoided as it may lead to any

misinterpretation. Account Opening Form is the most important documentation when a

Customer walks in for commercial banking and wants to develop a relationship with us.

In AOF,” all the necessary information should be completely scrutinized before the

customer walks back. Now let’s look at some of the salient requirements of AOF and

their importance. Currency and Type of Account It offers you all the eight different types

of accounts mentioned before. First understand why the customer is here and what type

of account suits him a lot. Scale down all the options suiting his investment or

requirement and help him choose what is best for him. Outline all the salient features of

that particular account to him and make him tick the best box. Mark the currency box if

the customer wishes to deposit in currency, in case, other than PKR. Nature of Account

Understand and choose the desired nature of account. Individual Account (Single/Joint)

determines if the account is personal or joint. Once again understand your customer

here. Illiterate and gullible customers should better opt for joint account for their own

security. Particulars of Account First of all the title of account is entered by which it will

be called off.” Following is the Key/Secret Word of six characters which is mostly

preferred to be mother’s name because it’s simple unforgettable. Key word is used to

verify the customer on phone or while other subsequent inquiries.. E-mail address is

mandatory for Net banking and e-statement facility whereas Mobile number for mobile

banking.” Lastly it’s your choice to hold your statements for collection or mail it

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To you.*Here make sure mandatory fields are entered and any valid contact number

must be provided. Personal Information Following portion summarizes social with

standing of a person.

“Applicant’s name, Father’s or husband’s name, gender, marital status, Date of birth,

nationality, country of residence and identification source and its number should be

enter. Make sure the source of identification is not expired. Enter NTN if available. Know

the occupation of the applicant and check the respected box. In case there is more than

one account applicant, fill in all the above mentioned information for other applicant as

well.” *It’s a good practice to ask for the original identification source of the customer

and pen down the number and expiry date directly from it. Here the information about

the business is filled in. Title of account, company/business name, and nature of

business, office/mailing address, head office /registered address, office email and NTN

are mandatory information required for business account. CNIC is required in case of

sole proprietor ship and information of few persons are required who can be contacted

in case of companies. Here we need to know that who will be operating the company

Accounts. Additional Information Existing relationship with UBL In case if the customer

already has some relationship with UBL, it should be mentioned here. This is just in

case to formally know and cross check the customer’s provided information.

Existing relationship with other banks

This is to know what relationship the customer has with other banks, if any.

UBL Wallet ATM/Debit Card

“Here first define your customer what ATM card is, what are its features and what is the

difference between its different options. Enter the name of the customer in ‘Name on

card’ field. Then is the option of supplementary ATM card.

A customer can issue up to 9 supplementary cards. If supplementary card is required, a

UBL Wallet VISA card requisition form is filled in which details about supplementary

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card holders is penned. Zakat Deduction (only on PLS A/C) PLS account holders can

directly pay Zakat from their accounts, if they are willing to. Other UBL Products

Account holders can opt for UBL Net banking Credit card, Personal loan, Car Financing,

Mortgage and Business Finance. Operating Instructions”

This identifies the signing authority of the account. It can be operated singly, either or

survivor, jointly, mandate or by any other in special cases. Statement of Accounts This

specifies how early the account statement is required. It can be daily, weekly, monthly,

quarterly or semi annually. Customers can choose Mail or e Statement or both. Special

Instructions Special instructions, if any, are registered here. It usually certifies further

the operating instructions of the account. Account referred by Detail of person referring

the customer is entered here. Terms and Conditions These terms and conditions outline

the policy of bank about its accounts ‘regulations. Abidance by state bank laws and

bank’s policy is compulsory and customer’s signature at the end of the statement is his

abidance by the law

Indemnity and Undertaking

“Here the customer agree by the bank policies and agree to its terms. Applicant sign the

undertaking and officially agrees to be a part of UBL. *As an account opening officer,

you must enclose all the signatures and should verify them. Every cutting on the AOF

should be verified by customer's signature, and officer should verify the customer's

signature.”

For Bank Use Only

Special Category of Account

If the account is of minor, UBL staff, Illiterate, Blind or Registered Alien, it should be

checked respectively. Passport size Photographs are required in this case and

customer can only make the transaction personally. Make sure signatures are not too

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Simple or shaky. If so, again passport size photographs may be required and

transactions can only be made personally for customer's own security.

Service Charges

This is the minimum balance penalty which is applicable to all except students,

mustahiqueen of zakat and government employees' salary or pension purpose accounts

Individual Account

“The customer is marked as walk in, marketed or a referral; he/she is a public figure or

not. Moreover what will be the customer's sources of funds? What would be the usual

mode of transaction and what would be the intentions of account with UBL. Who will be

the ultimate beneficiary and what the approximate value of transaction per month is.”

Business Account

“The customer is marked as a walk in, marketed or referred customer. Name of parent

and other companies are entered. Geographical area of activity is mentioned. How the

business earns is mentioned to know the business type”. Then similarly mode of

transaction, ultimate beneficiary, initial deposit and approximate maximum value of

transaction per month is recorded. *Finally after fulfilling all the necessary requirements,

the officer here by recommends to open the account of the customer.

Documentation to be obtained

Individuals

Photocopy of CNIC/Alien Registration No. / Passport

Photocopy of service card/employment card/student card

Sole Proprietorship

As above and NTN/Sales Tax Registration Certificate

Application to open account on sole proprietorship letter head

Rubber stamp of sole proprietorship to be affixed on AOF and SSC.

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Partnership

Photocopy of CNIC of all partners

Application to open account on partnership letter head signed by all Partners

Attested copy of Partnership deed

Copy of Registration certificate with Registrar of Firms

Authority letter in favor of person responsible to operate the account.

Rubber stamp of partnership to be affixed on AOF and SSC.

Joint Stock Companies

“Certified copies of:

Resolution of Bodes for opening of account and certifying the person

Responsible to operate it

Memorandum and Article of Association

Certificate of Incorporation and Commencement of business

CNIC of all the directors

NTN/Sales Tax Registration Certificate

Rubber stamp of Company to be affixed on all documentation”

Societies and Associations

Certified copies of:

Certificate of registration

By-Laws/Rules and Regulations

Resolution of governing body to open an account, certifying the person

Responsible to operate it.

NTN/Sales Tax Registration Certificate

Rubber stamp of Company to be affixed on all documentation

Agent Accounts

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Certified copy of 'Power of Attorney'

Photocopy of CNIC

Trust Accounts

Photocopy of Certificate of Registration

Photocopy of CNIC of all trusties

Certified copy of instrument of trust

Executors and Administrators

Photocopy of CNIC of Executor/Administrator

Certified copy of Letter of Administration or Probate

Specimen Signature Card (SSC)

“Whenever a customer visits us to make a transaction, we cannot all the time verify his

signature by AOF. For this purpose SSC is signed and then scanned into the system.

So whenever the signature requires verification”, it can be done through systems next to

employees. SSC comprises of Branch code, A/C No., date, customer's name, special

Instructions and two signatures.

Cheque Book Requisition Form

“At the opening of account, this form is filled, identifying the account number, number of

leaves and whether to hold cheque book for collection or to mail it.”

Letter of thanks

A letter of thanks is dispatched to the mailing address of the new account holder and its

copy is attached to the AOF. Actually this letter of thanks is for the confirmation of this

fact that customer actually lives at the mentioned address.

Clearing of cheques:

Outward Clearing

“My experience at Rahwali cantt branch started from the clearing department. Right in

the morning cheque collected from the drop box simply flood over my table. According

to all I learnt through listening, viewing and questioning is summarized below.”

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Documentation of Consumer Cheques:

All the cheques collected are first categorized into

1 Credit Card

2 Auto Loans

3 Personal Loans

4 Cash Line

“Having categorized, firstly loan number of each cheque is verified. For the

Verification of the prescribed loan number, following ledgers are credited

Verified cheques are then validated before being documented into the drop box

Collection sheet for our daily drop box collections record. To anticipate the approval of

cheques, we need to validate some important specifications of all the cheque. They

are:”

· Date: Cheque should not be post dated or out of date.

· Figures: Amount in words and figures should match.

· Signature: Drawers signature must be clear.

· Intercity: Cheques must not be of other cities. Intercity clearing cheques for consumer

departments are not entertained

· Payee’s Name: Payee’s name should be written, and endorsement should be as per

the beneficiary of the cheque. · There should be no over writing in everything penned.

All the filtered cheques are then entered into the collection sheet in which following

information is entered.

· Cheque No.

· Name of bank

· Name of Customer

· Loan No.

· Amount

· Document No.

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Account Number

Bank

Branch

Transaction Type (Loan Repayment)

Auto Loan Number

Cheque Number

Amount

Remittances:

Demand Draft

“DDs are always a secure way of paying remittances in other cities. Both account

holders and walk in customers can avail the facility of DDs. Charges tend to differ for

both customers but the advantage tend to be same. DDs are made in the favor of

beneficiary and remitter either pays in cash or through cheque.

When DDs are issued, head office account is debited and remitters account is credited,

on presentation, head office account is credited and beneficiary's account is debited.”

Security Deposit Receipts (SDR)

“Security deposit Receipts are your safe way of making payments. Not only its free of

cost for A/C holders, it also offers you the best liquidity solution as the cash continues to

be with you until and unless your deal gets final and you pay off. In case of cancellation,

it's also free of cost for A/C holders and their amount is returned to their normal account

balance.”

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Vision

To be a world class bank dedicated to excellence, and to surpass the highest

expectations of our customers and all other stakeholders

Mission

Set the highest industry standard for quality, across all areas of operation, on a

sustained basis

Optimize people, processes and technology to deliver the best possible financial

solution to our customers

Become the most sought after investment

Be recognized as the employer of choice

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Sheikh Nahyan Mabarak Nahayan chairman

Sir Mohammad Anwar Pervez Deputy Chairman

Amar Zafar KhanPresident

M.A Manna Deputy CEO

Nauman Hussain Director Operations & Utilities

Mansoor M. KhanHead Corporate Banking Group

Shaharyar Ahmed Head Investment Banking group

Shahid Waqar Mehmood Head Commercial bank

Risha Moheyuddin Global Treasurer

Khalid Munawar-ud-dinHead Credit Policy Supervision

Muhammad Ejazuddin Audit Chief

Mehboob A.Khan

Aman Aziz Siddique

Head International Operations

(Dubai)

Rukhasana Asghar Global Head Human Resources

Ali sameer Chief SAM (domestic)

Ameer Karachiwala Chief financial Office/HCA

34

MANAGEMENT OF UBL

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“GRW BRANCH

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Chief Manager

36

6. PEST ANALYSIS

In conducting PEST analysis, it is required to consider each PEST factor as they all play

a part in determining the overall business environment.

POLITICAL (INCLUDES LEGAL AND REGULATORY):

”In Pakistan elections, employment law, consumer protection, environmental

regulations, industry-specific regulations, competitive regulations, inter-country

relationships/attitudes, war, terrorism, political trends, governmental leadership, taxes,

and government structures can be affected on our business. When the government

changes, there may be change in the employment laws, if government order that there

should be increase in the salaries this will affect our business.”

If the government and leadership change then it may impose high tax rate. The terrorist

activities on the boom in the Pakistan. Every day we hear news that a bomb is blast in

that area and many people killed in that blast. So people are threatening and feared.

This is also not a good sign for our business.

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ECONOMIC:

“In Pakistan economic growth trends, taxation, government spending levels, disposable

income, job growth/unemployment, exchange rates, tariffs, inflation, import/export

ratios, and operation levels of raw material, and price hiking may affect our business.

The economic condition of Pakistan is failing.”

The major economic challenges facing Pakistan is raising poverty and unemployment,

high fiscal deficit and low investment. Poor domestic commodity operation combined

with excess demand and some high import prices have been inferred to cause annual

inflation to increase to 12 per cent during 2009-10 and further to 25 per cent in the first

quarter of the recent years. Increasing Poverty, unemployment and inflation have a bad

impact on our business.

SOCIAL:

“Demographics (age, gender, race, family size, etc.), lifestyle changes, population shifts,

education, trends, fads, diversity, immigration/emigration, health, living standards,

housing trends, fashion, attitudes to work, leisure activities, occupations, and earning

capacity may have a big affect on our business. Pakistani people are crazy to adopt

European styles “

TECHNOLOGICAL:

“Globalization, IT revolution, inventions, new discoveries, research, energy

uses/sources/fuels, communications, building advances, information technology,

internet, transportation and so on may affect on our business”

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. AREA OF INTERNSHIP

I am working in almost 4 departments and sections of the bank.

Following are the departments in which I worked.

Government Department

Bills Department

Credit Department

Deposits Department

10.1.1. WORK DONE BY ME

1 st week

1st Day I learned that UBL RAHWALI CANTT Branch has 5 departments.

Government Departments

Deposit Department

Credit Department

Foreign Department

Clearing Department

Bills Departments

Government Department

And serve whole day in Govt. dept. and see what type of work is done in this dept.

This department has 2 sub sections.

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1. All Govt. Collection

Agriculture tax

Property tax

Token fee

Utility Bills

Income Tax

Sales Tax

2. All Govt. Payments

Pension payments

Provisional

Federal

2 nd week

10.3.1 Bills Department

“I worked in Bills Section. First day of 2nd week, I filled all type of vouchers used in the

deposit department. The detail of vouchers is given below:”

PAY-IN-SLIP FOR CHEQUES used to deposit cheque in personal account.

PAY-IN-SLIP FOR CASH used to deposit cash in personal account.

PLS SAVING ACCOUNT PAY-IN-SLIP used to deposit money in PLS saving

account.

DRAFT OR MAIL TRANSFER VOUCHER used for making demand draft or mail

transfer slip.

CREDIT VOUCHER used for issuance payment order. A specific amount is paid

to the person who makes an order for payment.

DEBIT VOUCHER used to draw money from account

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40

3 rd week

10.4.1 Credit Department

Credit department has two sub sections namely;

1. Retail section

2. Advance section

10.4.2 Retail Section

“I attached with Mr. USMAN ASLAM. His designation is operations manager. He is the

OG II officer in the credit department. Whole day I spent with him and deal to customers

to calculate the mark up against their loans”

10.4.3 Advance Section

In charge of Advance Section told me about BCIL (business credit information limited).

This institute is provide the worthiness about the customer and told all information

about customer/creditors to the bank.

Advance Section products are as follows;

1. Cash Finance

2. Running Finance

3. Demand Finance

4. Agriculture Finance

5. Staff loan (entertained by H.R manager)

Bank required security for this kind of loans.

Security has 2 types;

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1. Primary Security (STOCK)

2. Secondary Security (MORTGAGE, LAND& BUILDING)

Cash Finance

It requires any two types of security.

Hypothecation

“In which customer can use his property but charge of property with bank. “

Pledge

In which both use of property and charge are with the bank.

Running Finance

“UBL offers TDR (term deposit receipt), Cash margin, DSC (defense saving certificate).

And bank interest charges annually.”

Demand Finance

In demand finance UBL offer more than 3 years loan

Agriculture Finance

They are purposive, long term, seasonal.

4 th week

Deposit Department

This department has 4 sub sections.

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42

1. “Check approval section by Mr. Amir Tofail sb (OG II)

2. Check posting section by Mr. Abrar Nawaz sb (OG I1)

3. Payment section by Mr. Saleem sb (OG I)

4. Receipt section by Mr. Saleem sb (OG I)

“I filled the vouchers of cash deposit and check deposit. Approximately I filled 30

vouchers. I also did the total of last six months payment and receipt balance. I made the

summary of every month on separate page.”

5 th week

Clearing Section

The process of clearing is quite difficult.

There are two type of clearing cases such as:

Local Clearing

Intercity Clearing

“In local clearing, cheque may be post in the account of the customer in the same day

But in case of intercity clearing, cheques are posted in the account of the customer

within two days.”

The amount settled by the bank with a document called FANFOLD

The cheque collected by the bank should be send to NIFT 4pm.

NIFT present the cheques at morning 9 am. Cheque clearance report is presented at

11:50am and it is posted in the customer account.

6 th week

E-Remittance E-remittances are the foreign country workers send money to their

home country.

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” Reasons for refusal of E-Remittances payments by the banker

If original customer to whom money is send is come for collection.

If original customer is come but no have original CNIC.

If CNIC has expired

If spelling of customer name is wrong.

If CNIC has expired and customer has no Driving license or

Passport.

If their payment is not send to the bank.

If their payment is send to another bank”

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SWOT ANALYSES:

“SWOT is useful tool for providing a framework for analysis of an organization. SWOT

stands for Strengths, Weaknesses, Opportunities and Threats. It is a common approach

to make assessments in terms of internal and external environment of the organization,

and to formulate strategies analyzing its internal”

Strengths and weaknesses, external opportunities and threats, coming up is the

SWOT analysis for the UBL.

STRENGTHS:

· “It is one of the largest private banks with a deposit base of Rs. 94883/- millions

showing constant growth over the period from 1999 till the day. · It has a well-knitted

and adequately equipped branch networking system that efficiently covers both the

domestic and international markets.”

· It is involved in both corporate and retail banking.

· The bank is actively emerging and is engaged in international trade and

Foreign exchange transactions. Foreign trade volume showed an increase of 17% over

the previous year.

·” Advances investment of the bank shows a constant growth pattern. The current year’s

growth rate is 32%.”

· The overall efficiency of the bank operations and management ability can be noticed

by looking at to its income pattern and provisions/write off practices.

1 Net revenue from funds increased by 18% for the current period.

2 Provisions decreased by 14%.

3 Total income increased by 16%.

·” UBL is actively participating in international markets and has recently introduced

credit cards in UAE, being backed up by 24 hours call center out of UAE.

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· The bank is owned by parties of financial repute and credit worthiness like, SBP with

48.69% interest, Best Way group and Abu Dubai group with 25.50% of interest each.

Others are GOP, NBP Trustee Department, State Life Insurance Corporation etc.”

45

· The bank is run by highly professional recruited from and trained by foreign banks like

City Bank.

WEAKNESSES:

·” Due to risks such as political, economic and legal etc the bank has suffered losses

the main reason was that of piling up of large amount of unrecoverable loans and debts

which have adversely affected the image of the UBL.

· Accumulated losses pushed the bank to cut down its promotional activities in order to

reduce expenses for last few years.”

· During the nationalization life span of the bank political lords used influence in bank

business and selection of employee at each level and thus adversely affected the

bank’s efficiency and effectiveness.

· “Administrative expenses are 51% of the mark up revenue.

· Promotions are carried out on annual basis ignoring the importance of capabilities and

performance outputs.

· The bank has large number of employees who are simple graduates with no banking

knowledge.

· Ineffective system of recruiting and selection.

· Lengthy credit processing and documentation procedures.

· Unsatisfactory working conditions.

OPPERTUNITIES:

· “Growing policies of the GOP on business and economic sectors provide UBL an

opportunity to efficiently meet with the business people requirements of instant cash

facilities e.g. the government intentions of developing housing and agriculture sectors.

· The efficiency of stock market and sound exchange reserve level is providing a good

opportunity for effective investment decisions.”

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· Foreign remittances are another area as present worldwide control systems over

transfer of currencies through illegal channels has facilitated the area for the banks.

· Reconstruction of Afghanistan is a golden opportunity where the bank can

46

Effectively participate.

·” Expansion of IT platform and internet based banking system.

· Interest of businesses in leasing facilities provides a healthy opportunity for banks.

· There is a large pool of unemployed MBAs who can be hired to achieve

professionalism on its organizational culture.”

· Outsourcing of promotional companies or use of available excellent promotional

facilities.

· Entering new market segments.

· Increase the product range to meet the broader range of customers’ needs.

THREATS:

““Increase in competition due to increasing number of foreign and domestic private

banks offering highly specialized and attractive services.

Growing global technological advancements and adaptation of modern style of

management in banking sectors. Extensive promotion campaigns run by competitors.

· Unemployment, lower level of income and prices like problems in the motherland

coupled with low rate of industrialization, geo political adverse conditions, religious

factor, and lack of consistency in policies due to political instability are some of the other

Major threats. This SWOT analysis is a mirror image of the bank’s present conditions.

Some efforts are made and others are still required to be made in order to improve the

Situation. The management can develop elaborate strategic plans for capitalizing the

available opportunities. The bank should maintain principal of professional management

and adhere to sound and sophisticated banking rules and regulations so that confidence

and trust of the public in the institutions could be re earned.”

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RECOMMENDATIONS

“Recommendations are considered to be the most important part of an internship report,

without which no report is considered complete and meaningful. This part of the report

is based on the previous sections i.e. review and analysis.” Moreover, for bringing

suggestions, discussions have been conducted with the staff of UBL officers, who not

only provided the basis for recommendations but also pointed out some areas, where

the change for the development is utmost important. Realizing the importance of this

section, efforts have been made to give feasible recommendations, which are

categorized under the following headings

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CONCLUSION

“ A Bank, like the society it serves should be dynamic as banking is about people

customers with their needs and opportunities and staff with skills, experience and

resources. UBL has shown dynamism since its inception. There have been many

changes in the structure, functions and the services provided. These changes reflect the

changing requirements of our developing economy as a whole and those of Industry,

Commerce and private Individuals.”

UBL is full of experienced and professional traditional bank. As it perfectly suit the

environment, YOU attitude has helped UBL in capturing masses. In the private sector,

no doubt it is a fast growing bank, but here's something that's still unrealistic to the

policy makers.

“The line of unsatisfied customers is increasing, not because we are not serving

well, it's because customers are not understanding the YOU attitude right. Every

customer wants to make sure his work is done at the first convenience, but they are not

concerned about the responsibility with which every employee is working. We need to

put in some guidelines for customers, as they walk in.”

This will not only save their time but will also motivate staff members to work more

promptly, because if customer and employee engage into some unhealthy quarrel, the

whole environment will be disturbed.

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BIBLIOGRAPHY

Web sites

www.ubl.com.pk

www.google.com

www.wikipedia.com

www.merapakistan.com

www.allfreeassays.com

www.marketingteacher.com

News papers

www.dawn.com

www.nation.com.pk

Books

David H. Buzzell, Principals of Banking

Meenai, S. A, (1999), Money Banking in Pakistan

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