1

A

PROJECT REPORT

ON

ldquoTRAINING AND DEVELOPMENT ON HDFC BANKrdquo

K M AGRAWAL COLLEGE OF

ARTSSCIENCEampCOMMERCE

KALYAN (W)

SUBMITTED BY

DINESH G METKARI

ROLL NO 24

MCOMPART-1(MANAGEMENT)

GUIDED BY

MRS ANITA MANNA

2

INDEX

Sr no Name of the content Pg no

1 INDEX 2

2 DECLARATION 3

3 ACKKNOWLEDGEMENT 4

4 INTRODUCTION 5

5 ORGANIZATION PROFILE 7

6 CAPITAL STRUCTURE 9

7 BENEFITS OF FIVE bdquoS‟ 11

8 COLOR CODING 13

9 MANAGEMENT AND TECHNOLOGY

15

10 PRODUCT SCOPE 16

11 MILESTONE IN HISTORY 22

12 MERGER 26

13

QUALITY POLICY

27

14

OBJECTIVES OF RESEARCH PROJECTS

28

15 COLLECTION OF DATA 31

16 DATA ANALYSIS 32

17 CONCLUSION 39

18

BIBILOGRAPHY

40

3

DECLARATION

I MR DINESH G METKARI Student of K M AGRAWAL COLLEGE Master

of Commerce for the year 2012-13 hereby declared that I have completed

the project on ldquoPROJECT ON TRAINING AND DEVELOPMENT ON HDFC

BANKrdquo

I further declare that the information imparted is true and fair to

the best of my knowledge

__________________

DINESH G METKARI

ROLL NO 24

4

ACKNOWLEDGEMENT

I express my sincere thanks to MRS ANITA MANNA for his valuable

guidance in doing this project

I wish to make the opportunity to express my deep sense of gratitude to

PRINCIPAL MRS ANITA MANNA for their invaluable guidance and

support in this endeavour They have been a constant source of inspiration

Finally it is the foremost duty to thank all my respondents family and

friends who have helped me directly or indirectly in completing my field

work without which this project not have been successful

__________________

DINESH G METKARI

ROLL NO 24

5

ldquoPROJECT REPORT ON TRAINING AND DEVELOPMENTrdquo

UNDERTAKEN IN

INTRODUCTION

TRAINING

Training is concerned with imparting developing specific skills for a particular

purpose Training is the act of increasing the skills of an employees for doing a

particular job Training is the process of learning a sequence of programmed

behaviour In earlier practice training programme focused more on preparation for

2

INDEX

Sr no Name of the content Pg no

1 INDEX 2

2 DECLARATION 3

3 ACKKNOWLEDGEMENT 4

4 INTRODUCTION 5

5 ORGANIZATION PROFILE 7

6 CAPITAL STRUCTURE 9

7 BENEFITS OF FIVE bdquoS‟ 11

8 COLOR CODING 13

9 MANAGEMENT AND TECHNOLOGY

15

10 PRODUCT SCOPE 16

11 MILESTONE IN HISTORY 22

12 MERGER 26

13

QUALITY POLICY

27

14

OBJECTIVES OF RESEARCH PROJECTS

28

15 COLLECTION OF DATA 31

16 DATA ANALYSIS 32

17 CONCLUSION 39

18

BIBILOGRAPHY

40

3

DECLARATION

I MR DINESH G METKARI Student of K M AGRAWAL COLLEGE Master

of Commerce for the year 2012-13 hereby declared that I have completed

the project on ldquoPROJECT ON TRAINING AND DEVELOPMENT ON HDFC

BANKrdquo

I further declare that the information imparted is true and fair to

the best of my knowledge

__________________

DINESH G METKARI

ROLL NO 24

4

ACKNOWLEDGEMENT

I express my sincere thanks to MRS ANITA MANNA for his valuable

guidance in doing this project

I wish to make the opportunity to express my deep sense of gratitude to

PRINCIPAL MRS ANITA MANNA for their invaluable guidance and

support in this endeavour They have been a constant source of inspiration

Finally it is the foremost duty to thank all my respondents family and

friends who have helped me directly or indirectly in completing my field

work without which this project not have been successful

__________________

DINESH G METKARI

ROLL NO 24

5

ldquoPROJECT REPORT ON TRAINING AND DEVELOPMENTrdquo

UNDERTAKEN IN

INTRODUCTION

TRAINING

Training is concerned with imparting developing specific skills for a particular

purpose Training is the act of increasing the skills of an employees for doing a

particular job Training is the process of learning a sequence of programmed

behaviour In earlier practice training programme focused more on preparation for

3

DECLARATION

I MR DINESH G METKARI Student of K M AGRAWAL COLLEGE Master

of Commerce for the year 2012-13 hereby declared that I have completed

the project on ldquoPROJECT ON TRAINING AND DEVELOPMENT ON HDFC

BANKrdquo

I further declare that the information imparted is true and fair to

the best of my knowledge

__________________

DINESH G METKARI

ROLL NO 24

4

ACKNOWLEDGEMENT

I express my sincere thanks to MRS ANITA MANNA for his valuable

guidance in doing this project

I wish to make the opportunity to express my deep sense of gratitude to

PRINCIPAL MRS ANITA MANNA for their invaluable guidance and

support in this endeavour They have been a constant source of inspiration

Finally it is the foremost duty to thank all my respondents family and

friends who have helped me directly or indirectly in completing my field

work without which this project not have been successful

__________________

DINESH G METKARI

ROLL NO 24

5

ldquoPROJECT REPORT ON TRAINING AND DEVELOPMENTrdquo

UNDERTAKEN IN

INTRODUCTION

TRAINING

Training is concerned with imparting developing specific skills for a particular

purpose Training is the act of increasing the skills of an employees for doing a

particular job Training is the process of learning a sequence of programmed

behaviour In earlier practice training programme focused more on preparation for

4

ACKNOWLEDGEMENT

I express my sincere thanks to MRS ANITA MANNA for his valuable

guidance in doing this project

I wish to make the opportunity to express my deep sense of gratitude to

PRINCIPAL MRS ANITA MANNA for their invaluable guidance and

support in this endeavour They have been a constant source of inspiration

Finally it is the foremost duty to thank all my respondents family and

friends who have helped me directly or indirectly in completing my field

work without which this project not have been successful

__________________

DINESH G METKARI

ROLL NO 24

5

ldquoPROJECT REPORT ON TRAINING AND DEVELOPMENTrdquo

UNDERTAKEN IN

INTRODUCTION

TRAINING

Training is concerned with imparting developing specific skills for a particular

purpose Training is the act of increasing the skills of an employees for doing a

particular job Training is the process of learning a sequence of programmed

behaviour In earlier practice training programme focused more on preparation for

5

ldquoPROJECT REPORT ON TRAINING AND DEVELOPMENTrdquo

UNDERTAKEN IN

INTRODUCTION

TRAINING

Training is concerned with imparting developing specific skills for a particular

purpose Training is the act of increasing the skills of an employees for doing a

particular job Training is the process of learning a sequence of programmed

behaviour In earlier practice training programme focused more on preparation for

6

improved performance in particular job Most of the trainees used to be from

operative levels like mechanics machines operators and other kinds of skilled

workers When the problems of supervision increased the step were taken to train

supervisors for better supervision

DEVELOPMENT

Management development is all those activities and programme when recognized

and controlled have substantial influence in changing the capacity of the individual

to perform his assignment better and in going so all likely to increase his potential

for future assignments Thus management development is a combination of

various training programme though some kind of training is necessary it is the

overall development of the competency of managerial personal in the light of the

present requirement as well as the future requirement Development an activity

designed to improve the performance of existing managers and to provide for a

planned growth of managers to meet future organizational requirements is

management development

REASON FOR SELECTION OF THIS TOPIC

The financial sector is one of the booming and increasing sectors in India The

Personal Banker are one of the most powerful efficient and effective channel

through which the company sales its various types of financial products and

company takes operational work also It is really difficult to convince customers

and sell a single product and accomplish operational work Whereas in my entire

project work I found my interest in working in a team dealing with customers and

finally convincing them to buy a product

7

IMPORTANCE TO THE COMPANY

The ultimate purpose of giving me this topic was to know about the customer‟s

perceptions about the different products of the bank and to know about operational

process how these products can attract them and how the company can generate

maximum profit by convincing them through personal banker and to better

understand customer requirement and to understand operational methodology

LEARNING FROM THE STUDY

The process of bank related transaction bank related various terms work

environment of HDFC Bank Different products and services provided by the bank

Customers‟ perception about the different products The brand image of the bank

What are the problems faced by customer on daily basis How to communicate

with the customers Different techniques of dealing with the customers How to

convince and convert a customer into a real customer and at the last how to better

response to the customer problem

ORGANIZATION PROFILE

COMPANY HISTORY The Housing Development Finance Corporation

Limited (HDFC) was amongst the first to receive an in principle approval from

the Reserve Bank of India (RBI) to set up a bank in the private sector as part of the

RBIs liberalization of the Indian Banking Industry in 1994 The bank was

incorporated in August 1994 in the name of HDFC Bank Limited with its

8

registered office in Mumbai India HDFC Bank commenced operations as a

Scheduled Commercial Bank in January 1995

PROMOTER

HDFC is Indias premier housing finance company and enjoys an impeccable track

record in India as well as in international markets Since its inception in 1977 the

Corporation has maintained a consistent and healthy growth in its operations to

remain the market leader in mortgages Its outstanding loan portfolio covers well

over a million dwelling units HDFC has developed significant expertise in retail

mortgage loans to different market segments and also has a large corporate client

base for its housing related credit facilities With its experience in the financial

7

IMPORTANCE TO THE COMPANY

The ultimate purpose of giving me this topic was to know about the customer‟s

perceptions about the different products of the bank and to know about operational

process how these products can attract them and how the company can generate

maximum profit by convincing them through personal banker and to better

understand customer requirement and to understand operational methodology

LEARNING FROM THE STUDY

The process of bank related transaction bank related various terms work

environment of HDFC Bank Different products and services provided by the bank

Customers‟ perception about the different products The brand image of the bank

What are the problems faced by customer on daily basis How to communicate

with the customers Different techniques of dealing with the customers How to

convince and convert a customer into a real customer and at the last how to better

response to the customer problem

ORGANIZATION PROFILE

COMPANY HISTORY The Housing Development Finance Corporation

Limited (HDFC) was amongst the first to receive an in principle approval from

the Reserve Bank of India (RBI) to set up a bank in the private sector as part of the

RBIs liberalization of the Indian Banking Industry in 1994 The bank was

incorporated in August 1994 in the name of HDFC Bank Limited with its

8

registered office in Mumbai India HDFC Bank commenced operations as a

Scheduled Commercial Bank in January 1995

PROMOTER

HDFC is Indias premier housing finance company and enjoys an impeccable track

record in India as well as in international markets Since its inception in 1977 the

Corporation has maintained a consistent and healthy growth in its operations to

remain the market leader in mortgages Its outstanding loan portfolio covers well

over a million dwelling units HDFC has developed significant expertise in retail

mortgage loans to different market segments and also has a large corporate client

base for its housing related credit facilities With its experience in the financial

8

registered office in Mumbai India HDFC Bank commenced operations as a

Scheduled Commercial Bank in January 1995

PROMOTER

HDFC is Indias premier housing finance company and enjoys an impeccable track

record in India as well as in international markets Since its inception in 1977 the

Corporation has maintained a consistent and healthy growth in its operations to

remain the market leader in mortgages Its outstanding loan portfolio covers well

over a million dwelling units HDFC has developed significant expertise in retail

mortgage loans to different market segments and also has a large corporate client

base for its housing related credit facilities With its experience in the financial

9

markets a strong market reputation large shareholder base and unique consumer

franchise HDFC was ideally positioned to promote a bank in the Indian

environment

BUSINESS FOCUS

HDFC Banks mission is to be a World-Class Indian Bank The objective is to

build sound customer franchises across distinct businesses so as to be the preferred

provider of banking services for target retail and wholesale customer segments

and to achieve healthy growth in profitability consistent with the banks risk

appetite The bank is committed to maintain the highest level of ethical standards

professional integrity corporate governance and regulatory compliance HDFC

Banks business philosophy is based on four core values - Operational

Excellence Customer Focus Product Leadership and People

CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up

capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the

banks equity and about 176 of the equity is held by the ADS Depository (in

respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of

the equity is held by Foreign Institutional Investors (FIIs) and the bank has about

570000 shareholders The shares are listed on the Stock Exchange Mumbai and

the National Stock Exchange The banks American Depository Shares are listed on

the New York Stock Exchange (NYSE) under the symbol HDB

10

DISTRIBUTION NETWORK

HDFC Bank headquartered is in Mumbai The Bank at present has an enviable

network of over 1229 branches spread over 444 cities across India All branches

are linked on an online real-time basis Customers in over 120 locations are also

serviced through Telephone Banking The Banks expansion plans take into

account the need to have a presence in all major industrial and commercial centers

where its corporate customers are located as well as the need to build a strong retail

customer base for both deposits and loan products Being a clearingsettlement

bank to various leading stock exchanges the Bank has branches in the centers

where the NSEBSE has a strong and active member base The Bank also has a

network of about over 2526 networked ATMs across these cities Moreover

HDFC Banks ATM network can be accessed by all domestic and international

VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express

CreditCharge cardholders

STRONG NATIONAL NETWORK

11

WORK PLACE TRANSFORMATION

FIVE ldquoSrdquo PART OF KAIZEN

Focus on effective work place organization

believe in

ldquoSmall changes lead to large improvementrdquo

Every successful organization have their own strategy to win the race in the

competitive market They use some technique and methodology for smooth

running of business HDFC BANK also acquired the Japanese technique for

smooth running of work and effective work place organization

Five bdquoS‟ Part of Kaizen is the technique which is used in the bank for easy and

systematic work place and eliminating unnecessary things from the work place

BENEFIT OF FIVE ldquoSrdquo

It can be started immediately

Every one has to participate

Five ldquoSrdquo is an entirely people driven initiatives

Brings in concept of ownership

All wastage are made visible

12

FIVE bdquoS‟

S-1 SORT SEIRI

S-2 SYSTEMATIZE SEITON

S-3 SPIC-N-SPAN SEIRO

S-4 STANDARDIZE SEIKETSU

S-5 SUSTAIN SHITSUKE

1 SORT

It focus on eliminating unnecessary items from the work place It is excellent way

to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo

2 SYSTEMATIZE

Systematize is focus on efficient and effective Storage method That means it

identify organize and arrange retrieval It largely focus on good labeling and

identification practices

Objective ldquoA place for everything and everything in its placerdquo

3 SPIC- n - SPAN

13

Spic-n-Span focuses on regular clearing and self inspection It brings in the sense

of ownership

4 STANDERDIZE

It focuses on simplification and standardization It involves standard rules and

policies It establish checklist to facilitate autonomous maintenance of workplace

It assigns responsibility for doing various jobs and decides on Five S frequency

5 SUSTAIN

It focuses on defining a new status and standard of organized work place Sustain

means regular training to maintain standards developed under S-4 It brings in self-

discipline and commitment towards workplace organization

COLOR CODING

In the HDFC BANK each department has their different color coding apply on the

different file Due to this everyone aware about their particular color file which is

coding on it and they save their valuable time It is a part of Kaizen and also

included in the system of the Five bdquoS‟ Logic behind it that the color coding are

always differentiate the things from the similar one

14

HUMAN

RESOURCES

The Bank‟s staffing

needs continued to

increase during the

year particularly in

the retail banking

businesses in line

with the business growth Total number of employees increased from 14878 as of

March31 2006 to 21477 as of March 31 2008The Bank continues to focus on

training its employees on a continuing basis both on the job and through training

programs conducted by internal and external faculty

The Bank has consistently believed that broader employee ownership of its shares

has a positive impact on its performance and employee motivation The Bank‟s

employee stock option scheme so far covers around 9000 employees

DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

14

HUMAN

RESOURCES

The Bank‟s staffing

needs continued to

increase during the

year particularly in

the retail banking

businesses in line

with the business growth Total number of employees increased from 14878 as of

March31 2006 to 21477 as of March 31 2008The Bank continues to focus on

training its employees on a continuing basis both on the job and through training

programs conducted by internal and external faculty

The Bank has consistently believed that broader employee ownership of its shares

has a positive impact on its performance and employee motivation The Bank‟s

employee stock option scheme so far covers around 9000 employees

DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

15

MANAGEMENT

Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this

Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing

Director Mr Aditya Puri has been a professional banker for over 25 years and

before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia

The Banks Board of Directors is composed of eminent individuals with a wealth of

experience in public policy administration industry and commercial banking

Senior executives representing HDFC are also on the Board Senior banking

professionals with substantial experience in India and abroad head various

businesses and functions and report to the Managing Director Given the

professional expertise of the management team and the overall focus on recruiting

and retaining the best talent in the industry the bank believes that its people are a

significant competitive strength

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information

technology and communication systems All the banks branches have online

connectivity which enables the bank to offer speedy funds transfer facilities to its

customers Multi-branch access is also provided to retail customers through the

branch network and Automated Teller Machines (ATMs) The Bank has made

substantial efforts and investments in acquiring the best technology available

internationally to build the infrastructure for a world class bank The Banks

business is supported by scalable and robust systems which ensure that our clients

16

always get the finest services we offer The Bank has prioritized its engagement in

technology and the internet as one of its key goals and has already made significant

progress in web-enabling its core businesses In

each of its businesses the Bank has succeeded in leveraging its market position

expertise and technology to create a competitive advantage and build market share

HDFC BANK business strategy emphasizes the following

Increase market share in India‟s expanding banking and financial services

industry by following a disciplined growth strategy focusing on quality and not

on quantity and delivering high quality customer service Leverage our technology

platform and open scaleable systems to deliver more products to more customers

and to control operating costs Maintain current high standards for asset quality

through disciplined credit risk managementDevelope innovative products and

services that attract the targeted customers and address inefficiencies in the

Indian financial sector Continue to develop products and services that reduce

bank‟s cost of funds Focus on high earnings growth with low volatility

PRODUCT SCOPE

HDFC Bank offers a bunch of products and services to meet the every need of the

people The company cares for both individuals as well as corporate and small and

medium enterprises For individuals the company has a range accounts

investment and pension scheme different types of loans and cards that assist the

16

always get the finest services we offer The Bank has prioritized its engagement in

technology and the internet as one of its key goals and has already made significant

progress in web-enabling its core businesses In

each of its businesses the Bank has succeeded in leveraging its market position

expertise and technology to create a competitive advantage and build market share

HDFC BANK business strategy emphasizes the following

Increase market share in India‟s expanding banking and financial services

industry by following a disciplined growth strategy focusing on quality and not

on quantity and delivering high quality customer service Leverage our technology

platform and open scaleable systems to deliver more products to more customers

and to control operating costs Maintain current high standards for asset quality

through disciplined credit risk managementDevelope innovative products and

services that attract the targeted customers and address inefficiencies in the

Indian financial sector Continue to develop products and services that reduce

bank‟s cost of funds Focus on high earnings growth with low volatility

PRODUCT SCOPE

HDFC Bank offers a bunch of products and services to meet the every need of the

people The company cares for both individuals as well as corporate and small and

medium enterprises For individuals the company has a range accounts

investment and pension scheme different types of loans and cards that assist the

17

customers The customers can choose the suitable one from a range of products

which will suit their life-stage and needs For organizations the company has a host

of customized solutions that range from funded services Non-funded services

Value addition services Mutual fund etc These affordable plans apart from

providing long term value to the employees help in enhancing goodwill of the

company The products of the company are categorized into various sections which

are as follows

Accounts and deposits

Loans

Investments and Insurance

Forex and payment services

Cards

Customer center

PRODUCTS AND SERVICES AT A GLANCE

1 PERSONAL BANKING SERVICES

A Accounts amp Deposits

Savings Account

Regular Savings Account

Savings Plus Account

Savings Max Account

18

Senior Citizens Account

No Frills Account

Institutional Savings Account

Payroll Salary Account

Classic Salary Account

Regular Salary Account

Premium Salary Account

Defence Salary Account

Kids Advantage Account

Pension Saving Bank Account

Family Savings Account

Kisan No Frills Savings Account

Kisan Club Savings Account

Current Account

Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

Apex Current Account

Max Current Account

Reimbursement Current Account

Fixed Deposit

Regular Fixed Deposit

Super Saver Account

Sweep-in Account

18

Senior Citizens Account

No Frills Account

Institutional Savings Account

Payroll Salary Account

Classic Salary Account

Regular Salary Account

Premium Salary Account

Defence Salary Account

Kids Advantage Account

Pension Saving Bank Account

Family Savings Account

Kisan No Frills Savings Account

Kisan Club Savings Account

Current Account

Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

Apex Current Account

Max Current Account

Reimbursement Current Account

Fixed Deposit

Regular Fixed Deposit

Super Saver Account

Sweep-in Account

19

Recurring Deposit

Demat Account

Safe Deposit Locker

B Loans

Personal Loans

Home Loans

Two Wheeler Loans

New Car Loans

Used Car Loans

Overdraft against Car

Express Loans

Loan against Securities

Loan against Property

Commercial Vehicle Finance

Working Capital Finance

Construction Equipment Finance

C Investments amp Insurance

Mutual Funds

Insurance

Bonds

Financial Planning

Knowledge Centre

Equities amp Derivatives

20

Mudra Gold Bar

D Forex Services

Trade Finance

Traveler‟s Cheques

Foreign Currency Cash

Foreign Currency Drafts

Foreign Currency Cheque Deposits

Foreign Currency Remittances

Forex Plus Card

E Payment Services

Net Safe

Prepaid Refill

Bill Pay

Direct Pay

Visa Money Transfer

E-Monies Electronic Funds Transfer

Excise amp Service Tax Payment

F Access Your Bank - One View

Insta Alerts

Mobile Banking

ATM

Phone Banking

21

Branch Network

G Cards

Silver Credit Card

Gold Credit Card

Womans Gold Credit Card

Platinum plus Credit Card

Titanium Credit Card

Value plus Credit Card

Health plus Credit Card

HDFC Bank Idea Silver Card

HDFC Bank Idea Gold Card

2 WHOLESALE BANKING SERVICES

Funded Services

Non Funded Services

Value Added Services

Internet Banking

Clearing Sub-Membership

RTGS ndash sub membership

Fund Transfer

ATM Tie-ups

Corporate Salary ac

Tax Collection

Financial Institutions

21

Branch Network

G Cards

Silver Credit Card

Gold Credit Card

Womans Gold Credit Card

Platinum plus Credit Card

Titanium Credit Card

Value plus Credit Card

Health plus Credit Card

HDFC Bank Idea Silver Card

HDFC Bank Idea Gold Card

2 WHOLESALE BANKING SERVICES

Funded Services

Non Funded Services

Value Added Services

Internet Banking

Clearing Sub-Membership

RTGS ndash sub membership

Fund Transfer

ATM Tie-ups

Corporate Salary ac

Tax Collection

Financial Institutions

22

Mutual Funds

Stock Brokers

Insurance Companies

Commodities Business

Trusts

3 NRI BANKING SERVICES

Rupee Saving ac

Rupee Current ac

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Payment Services

Net Safe

Bill Pay

Insta Pay

Direct Pay

Visa Money

Online Donation

Remittances

MILESTONES IN THE HISTORY

23

HDFC Bank began its operations in 1995 with a simple mission to be a World-

class Indian Bank They realized that only a single-minded focus on product

quality and service excellence would help us get there Today they are proud to

say that they are well on our way towards that goal It is extremely gratifying that

their efforts towards providing customer convenience have been appreciated both

nationally and internationally

2009

Asia Money 2009 Awards Best Domestic Bank in India

IBA Banking Technology

Awards 2009

Best IT Governance Award - Runner up

Global Finance Award Best Trade Finance Bank in India for 2009

IDRBT Banking Technology

Excellence Award 2008

Best IT Governance and Value Delivery

Asian Banker Excellence in

Retail Financial Services

Asian Banker Best Retail Bank in India

Award 2009

23

HDFC Bank began its operations in 1995 with a simple mission to be a World-

class Indian Bank They realized that only a single-minded focus on product

quality and service excellence would help us get there Today they are proud to

say that they are well on our way towards that goal It is extremely gratifying that

their efforts towards providing customer convenience have been appreciated both

nationally and internationally

2009

Asia Money 2009 Awards Best Domestic Bank in India

IBA Banking Technology

Awards 2009

Best IT Governance Award - Runner up

Global Finance Award Best Trade Finance Bank in India for 2009

IDRBT Banking Technology

Excellence Award 2008

Best IT Governance and Value Delivery

Asian Banker Excellence in

Retail Financial Services

Asian Banker Best Retail Bank in India

Award 2009

24

2008

Finance Asia Country Awards

for Achievement 2008

Best Bank and Best Cash Management

Bank

CNN-IBN Indian of the Year (Business)

Nasscom IT User Award 2008 Best IT Adoption in the Banking Sector

Business India Best Bank 2008

Forbes Asia Fab 50 companies in Asia Pacific

Asian Banker Excellence in

Retail Financial Services

Best Retail Bank 2008

Asiamoney Best local Cash Management Bank Award voted

by Corporates

Microsoft amp Indian Express

Group

Security Strategist Award 2008

World Trade Center Award of

honour

For outstanding contribution to international

trade services

Business Today-Monitor

Group survey

One of Indias Most Innovative Companies

Financial Express-Ernst amp

Young Award

Best Bank Award in the Private Sector

category

Global HR Excellence Awards Employer Brand of the Year 2007 -2008

25

- Asia Pacific HRM Congress Award - First Runner up amp many more

Business Today Best Bank Award

2007

Dun amp Bradstreet ndash American

Express Corporate Best Bank

Award 2007

Corporate Best Bank Award

The Bombay Stock Exchange

and Nasscom Foundations

Business for Social

Responsibility Awards 2007

Best Corporate Social Responsibility

Practice Award

Outlook Money amp NDTV

Profit

Best Bank Award in the Private sector

category

The Asian Banker Excellence

in Retail Financial Services

Awards

Best Retail Bank in India

Asian Banker Our Managing Director Aditya Puri wins the

Leadership Achievement Award for India

26

MERGER

HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The

Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008

and approved subject to due diligence the share swap ratio for the proposed

merger of Centurion Bank of Punjab with HDFC Bank The Scheme of

Amalgamation envisages a share exchange ratio of one share of HDFC Bank for

twenty nine shares of Centurion Bank of Punjab The combined entity would have

a nationwide network of 1148 branches (the largest amongst private sector Banks)

a strong deposit base of around Rs 1200 billion and net advances of around Rs

850billion The balance sheet size of the combined entity would be over Rs 1500

billion Commenting on the proposed merger Mr Deepak Parekh Chairman

HDFC said ldquoWe were amongst the first to get a banking license the first to do a

merger in the private sector with Times Bank in 1999 and now if this deal

happens it would be the largest merger in the private sector banking space in

India HDFC Bank was looking for an appropriate merger opportunity that would

add scale geography and experienced staff to its franchise This opportunity arose

and we thought it is an attractive route to supplement HDFC Bank‟s organic

growth We believe that Centurion Bank of Punjab would be the right fit in terms

of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing

Director HDFC Bank said ldquoThese are exciting times for the Indian banking

industry The proposed merger will position the combined entity to significantly

exploit opportunities in a market globally recognized as one of the fastest growing

27

I‟m particularly bullish about the potential of business synergies and cultural fit

between the two organizations The combined entity will be an even greater force

in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated

ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth

The bank today has a large nationwide network an extremely valuable franchise

7500

talented employees and strong leadership positions in the market place I believe

that the merger with HDFC Bank will create a world class bank in quality and

scale and will set the stage to compete with banks both locally as well on a global

levelrdquo

Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab

said ldquoWe are extremely pleased to receive the go ahead from our board to pursue

this opportunity A merger between the banks provides significant synergies to the

combined entity The proposed merger would further improve the franchise and

customer proposition offered by the individual banksrdquo

QUALITY POLICY

SECURITY The bank provides long term financial security to their policy The

bank does this by offering life insurance and pension products

27

I‟m particularly bullish about the potential of business synergies and cultural fit

between the two organizations The combined entity will be an even greater force

in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated

ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth

The bank today has a large nationwide network an extremely valuable franchise

7500

talented employees and strong leadership positions in the market place I believe

that the merger with HDFC Bank will create a world class bank in quality and

scale and will set the stage to compete with banks both locally as well on a global

levelrdquo

Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab

said ldquoWe are extremely pleased to receive the go ahead from our board to pursue

this opportunity A merger between the banks provides significant synergies to the

combined entity The proposed merger would further improve the franchise and

customer proposition offered by the individual banksrdquo

QUALITY POLICY

SECURITY The bank provides long term financial security to their policy The

bank does this by offering life insurance and pension products

28

TRUST The bank appreciates the trust placed by their policy holders in the bank

Hence it will aim to manage their investments very carefully and live up to this

trust

INNOVATION Recognizing the different needs of our customers the bank offers

a range of innovative products to meet these needs

INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND

ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY

RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT

PROBLEM DEFINATION

Personal Banker were with good background human being and through rigorous

process of recruitment but still not able to perform up to the expectation level of

company HR is not able to sort out the problem why the performance is not

coming even after giving the full marketing and operational support The

communication technique and dealing with the customers is also a problem to the

personal banker

OBJECTIVES OF RESEARCH PROJECT

PRIMARY OBJECTIVES

To acquire new customer by convincing them and to promote the benefits of

those which are provided by the bank

29

To find the different way of convincing customers

To study brand image of the bank

To increase the business of the bank

SECONDARY OBJECTIVES

To determine the need and purpose of a personal banker

To understand the deciding criteria for people to become a personal banker

To offer suggestions based upon the findings

PRODUCT SCOPE

Studying the increasing business scope of the bank Market segmentation to find

the potential customers for the bank To study how the various products are

positioned in the market Corporate marketing of products Customers‟ perception

on the various products of the bank

RESEARCH METHODOLOGY AND LIMITATIONS

All the findings and conclusions obtained are based on the survey done in the

working area within the time limit I tried to select the sample representative of the

whole group during my summer training I have collected data from people linked

with different professional at Gorakhpur

29

To find the different way of convincing customers

To study brand image of the bank

To increase the business of the bank

SECONDARY OBJECTIVES

To determine the need and purpose of a personal banker

To understand the deciding criteria for people to become a personal banker

To offer suggestions based upon the findings

PRODUCT SCOPE

Studying the increasing business scope of the bank Market segmentation to find

the potential customers for the bank To study how the various products are

positioned in the market Corporate marketing of products Customers‟ perception

on the various products of the bank

RESEARCH METHODOLOGY AND LIMITATIONS

All the findings and conclusions obtained are based on the survey done in the

working area within the time limit I tried to select the sample representative of the

whole group during my summer training I have collected data from people linked

with different professional at Gorakhpur

30

RESEARCH PLAN

PRELIMINARY INVESTIGATION

In which data on the situation surrounding the problems shall be gathered to

arrive at

The correct definition of the problem An understanding of its environment

EXPLORATORY STUDY

To determine the approximate area where the problem lies

RESEARCH DESIGN

Research was initiated by examining the secondary data to gain insight into the

problem By analyzing the secondary data the study aim is to explore the short

comings of the present system and primary data will help to validate the analysis of

secondary data besides on unrevealing the areas which calls for improvement

DEVELOPING THE RESEARCH PLAN

The data for this research project has been collected through self Administration

Due to time limitation and other constraints direct personal interview method is

31

used A structured questionnaire was framed as it is less time consuming generates

specific and to the point

information easier to tabulate and interpret Moreover respondents prefer to give

direct answers In questionnaires open ended and closed ended both the types of

questions has been used

COLLECTION OF DATA

1 SECONDARY DATA It was collected from internal sources The secondary

data was collected on the basis of organizational file official records news papers

magazines management books preserved information in the company‟s database

and website of the company

2 PRIMARY DATA All the people from different profession were personally

visited and interviewed They were the main source of Primary data The method

of collection of primary data was direct personal interview through a structured

questionnaire

SAMPLING PLAN Since it is not possible to study whole universe it becomes

necessary to take sample from the universe to know about its characteristics

Sampling Units Different professionals Chartered Accountants Tax

Consultants Lawyers Business Man Professionals and House Wives of

Gorakhpur

Sample Technique Random Sampling

31

used A structured questionnaire was framed as it is less time consuming generates

specific and to the point

information easier to tabulate and interpret Moreover respondents prefer to give

direct answers In questionnaires open ended and closed ended both the types of

questions has been used

COLLECTION OF DATA

1 SECONDARY DATA It was collected from internal sources The secondary

data was collected on the basis of organizational file official records news papers

magazines management books preserved information in the company‟s database

and website of the company

2 PRIMARY DATA All the people from different profession were personally

visited and interviewed They were the main source of Primary data The method

of collection of primary data was direct personal interview through a structured

questionnaire

SAMPLING PLAN Since it is not possible to study whole universe it becomes

necessary to take sample from the universe to know about its characteristics

Sampling Units Different professionals Chartered Accountants Tax

Consultants Lawyers Business Man Professionals and House Wives of

Gorakhpur

Sample Technique Random Sampling

32

Research Instrument Structured Questionnaire

Contact Method Personal Interview

SAMPLE SIZE My sample size for this project was 50 respondents Since it was

not possible to cover the whole universe in the available time period it was

necessary for me to take a sample size of 50 respondents

DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of

collection of data will be based on Survey Method and Field Activity Primary data

collection will base on personal interview I have prepared the questionnaire

according to the necessity of the data to be collected

RESEARCH LIMITATIONS

It was not possible to understand thoroughly about the different marketing aspects

of the Financial Consultant within 60 days As stipend money was not given it was

difficult to continue the project work All the work was limited in some limited

areas of Gorakhpur so the findings should not be generalized The area of research

was Gorakhpur and it was too vast an area to cover within 60 days

DATA ANALYSIS INTERPRETATION AND PRESENTATION

Q1Your Age

33

Ans

1 18-23 Years 10 Person

2 24-29 Years 20 Person

3 30-35 Years 10 Person

4 35 Years and above 10 Person

Base 50 respondents

Interpretation From above response it can be seen that

20 respondent‟s age are 18 to 23 years

35 respondent‟s age are 24 to 29 years

30 respondent‟s age are 30 to 35 years

15 respondent‟s age are 35 to above years

Q2 Marital Status

bull Married bull Single

No of Children __________

Ans

Married 32 Person

Single 18 Person

No of Children Nil

Interpretation From above response it can be seen that

70 respondents are married

30 respondents are unmarried

Q3 Educational Qualification

34

Undergraduate

Graduate

Postgraduate

9Ans

Undergraduate 10 Person

Graduate 22 Person

Postgraduate 18 Person

Interpretation From above response it can be seen that

25 respondents are Under graduate

40 respondents are Graduate

35 respondents are Post graduate

Q4 Number Of year‟s Are You in Gorakhpur

Less than five year‟s

More than five year‟s

Ans

Less than five year‟s 17 Person

More than five year‟s 33 Person

Interpretation From above response it can be seen

that

39 respondents are in Gorakhpur for less than five years

61 respondents are in Gorakhpur for more than five years

Q5 Your Occupation

Business

34

Undergraduate

Graduate

Postgraduate

9Ans

Undergraduate 10 Person

Graduate 22 Person

Postgraduate 18 Person

Interpretation From above response it can be seen that

25 respondents are Under graduate

40 respondents are Graduate

35 respondents are Post graduate

Q4 Number Of year‟s Are You in Gorakhpur

Less than five year‟s

More than five year‟s

Ans

Less than five year‟s 17 Person

More than five year‟s 33 Person

Interpretation From above response it can be seen

that

39 respondents are in Gorakhpur for less than five years

61 respondents are in Gorakhpur for more than five years

Q5 Your Occupation

Business

35

Profession

Service

Ans

Business 13 Person

Profession 17 Person

Service 20 Person

Interpretation From above response it can be seen that

20 respondents Occupation is Business

26 respondents Occupation is Profession

54 respondents Occupation is Service

Q6 Your annual household income

Less than 2 lacs

Between 2 to 5 lacs

Between 5to 8 lacs

More than 8 lacs

Ans

Less than 2 lacs 32 Person

Between 2 to 5 lacs 13 Person

Between 5to 8 lacs 3 Person

More than 8 lacs 2 Person

Interpretation From above response it can be seen that

49 respondent‟s annual household income is less than 2 lacs

31 respondent‟s annual household income is between 2 to 5 lacs

15 respondent‟s annual household income is between 5 to 8 lacs

36

5 respondent‟s annual household income is more than 8 lacs

Q7 What is your perception about different productsservices provided by HDFC

bank

Lucrative

Not lucrative

No idea

Ans

Lucrative 12 Person

Not lucrative 33 Person

No idea 5 Person

Interpretation From above response it can be seen that

25 respondent‟s perception about different products is lucrative

60 respondent‟s perception about

different products is not lucrative

15 respondent‟s have no idea

Q8 Do you want to open an account with HDFC bank

Yes

No

Will tell later

Ans

Yes 8 Person

No 5 Person

Will tell later 37 Person

36

5 respondent‟s annual household income is more than 8 lacs

Q7 What is your perception about different productsservices provided by HDFC

bank

Lucrative

Not lucrative

No idea

Ans

Lucrative 12 Person

Not lucrative 33 Person

No idea 5 Person

Interpretation From above response it can be seen that

25 respondent‟s perception about different products is lucrative

60 respondent‟s perception about

different products is not lucrative

15 respondent‟s have no idea

Q8 Do you want to open an account with HDFC bank

Yes

No

Will tell later

Ans

Yes 8 Person

No 5 Person

Will tell later 37 Person

37

Interpretation From above response it can be seen that

80 respondents are not interested to open an account with the bank

5 respondents are interested to open an account with the bank

15 of the respondents say that they will tell later

Q9 Do you have all the documents which are required to open an account

Yes

No

Ans

Yes 15 Person

No 35 Person

Interpretation From above response it can be seen that

60 respondents have all the documents which are required to open an

account with the bank

25 respondents do not have all the documents which are required to open

an account with the bank

Q10 Are you aware that the bank provides you free phone banking amp net banking

services If you open a new savings account with HDFC bank

Yes

No

Ans

Yes 32 Person

No 18 Person

Interpretation From above response it can be seen that

38

20 respondents are aware of it

40 respondents are not aware of it

Q11Are you aware of different terms and conditions which are very much

essential to maintain an account at HDFC Bank

Yes

No

Ans

Yes 15 Person

No 35 Person

Interpretation From above response it can be seen that

12 respondents are familiar with different terms and conditions which are

very much essential to maintain account with the bank

88 respondents have no idea about it

Q13 Do you know about HDFC Bank‟s recruitment policies related to personal

banker

Yes

No

Ans

Yes 38 Person

No 12 Person

Interpretation From above response it can be seen that

41 respondents are known about HDFC Bank‟s recruitment policies

related to personal banker

38

20 respondents are aware of it

40 respondents are not aware of it

Q11Are you aware of different terms and conditions which are very much

essential to maintain an account at HDFC Bank

Yes

No

Ans

Yes 15 Person

No 35 Person

Interpretation From above response it can be seen that

12 respondents are familiar with different terms and conditions which are

very much essential to maintain account with the bank

88 respondents have no idea about it

Q13 Do you know about HDFC Bank‟s recruitment policies related to personal

banker

Yes

No

Ans

Yes 38 Person

No 12 Person

Interpretation From above response it can be seen that

41 respondents are known about HDFC Bank‟s recruitment policies

related to personal banker

39

59 respondents are not known about HDFC Bank‟s recruitment policies

related to personal banker

CONCLUSIONS

HDFC Bank the banking arm of HDFC is expected to go on stream The bank

already has good number of employees on board and is recruiting personal banker

heavily to take the headcount to many more It is on the brim of increasing its

customers through its attractive schemes and offer

The project opportunities provided was market segmentation and identifying

prospective customers in potential geographical location and convincing them to

attract more customers so that new business opportunities of the bank can be

explored Through this project it could be concluded that people are not much

aware about the various products of the bank and many of them not interested to

open an account to invest money at all services was considered as unsought good

which require hard core selling but in changing trend in income and people

becoming financially literate the demand for banking sector is increasing day by

day

So at last the conclusion is that there is tough competition ahead for the company

from its major competitors in the banking sector Last but not the least I would like

to thank HDFC Bank for giving me an opportunity to work in the field of

Marketing and Operation I hope the company finds my analysis relevant

40

BIBLIOGRAPHY

1 WEBSITES

wwwhdfcbankcom wwwgooglecom

40

BIBLIOGRAPHY

1 WEBSITES

wwwhdfcbankcom wwwgooglecom