Soban Internship Report Vu & Company

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0M u s l i m C o m m e r c i a l b a n k L i m i t e d

2011

Virtual UniversityInternship Report Marketing-Mkti-619

Vu-id- Mc090410137

In the Name Of ALLAH The most Gracious and

the most Merciful.


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http://groups.google.com.pk/group/vu-and-company?hl=en

uslim commercial bank limited

Name: Muhammad Soban Badar

Student ID: Mc090410137

Session: 2009-2011

Submission of Date: 13-7-2011University: Virtual University of Pakistan

M


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Letter of Under Taken


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Internship certificate


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To get the More entertain and

Study related stuff

Kindly visit and Join the group.

VU And COMPANY.(http://groups.google.com.pk/group/vu-and-company?hl=en)

Muhammad Soban

0333-7637637
http://groups.google.com.pk/group/vu-and-company?hl=enhttp://groups.google.com.pk/group/vu-and-company?hl=en


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Dedications:

Dedication to a single person is quite a difficult task because everyone has an important role

according to their relation with me. So I would like to dedicate this report to:

To My parents Teachers Seniors Bank Employees


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ACKNOWLEDGEMENT

First of all I would to like to Thanks Allah to give me the opportunity to work in the well

reputed and esteemed organization. Allah helps me to work there with patience and courage.

I would also like to thanks the employees of the MCB Bank Ltd who helps me beyond my

expectations. I would like to pay special thanks to Miss Afshan Naureen Khan who helps me

in the duration of my internship and always provide me the timely guide ness.

In fact I would like to pay thanks to the young, efficient, energetic staff of MCB Bank Ltd,

who always helps me in different times, related to my internship duration. Without theircorporation, it was unable to learn the different aspects of the banking systems.

I would like to also pay my special thanks to Mr. Jawad Shahid Khan (Branch manager of

the MCB Bank Ltd) who manages my internship permission from the head office Of MCB

Bank Ltd Lahore.

I gain a lot of experience during my internship and it is one of the golden times for my life

which Ill never forget.

Best Regards

Muhammad Soban


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Executive Summary:

MCBBank Limited (Formerly MCB Bank Ltd)

Executive summary is the most important part of the internship reports in fact its a most vital

part of the internship.

Its a strong a foundation in banking sector which is working from more than 50 years in

Pakistan. It has very strong network. Its stand at second ranking in Pakistan Banks.

It has more than 1400 branches over Pakistan which is fully automated. It has 250 ATM all

over Pakistan. Their branches are interconnected with the help of 1-Link and M-NetSwitches. MCB Bank Ltd offers many attractive and scornful services to the customer. The

Bank has always introduced their innovative ideas which attract the customer time to time. It

also provides centralize foreign trade services to their branches to improve their efficiency,

reduce delivery reduce cost etc.

Bank introduces the travelers checks to customer in 1993 and since then they have enjoyed

the largest share of the market.

I performed a lot of task under the senior officers of the banks are deposit slips, FTA,

clearing, computer operations, account opening form.

It achieved their leadership in the marketing sector by providing the quality service to theCustomers. It always like to the thread for their competitor.

In it we discuss about the different analysis which we performed on the bank.

During my internship period I learned a lot of things and perform a lot a task which I will

discuss further.


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Table of Contents:

Letter of Under Taken .............................................................2Internship Certificate3Internship certificate..4 Executive summary ..5Overview of the Organization..........9Organizational Structure.......14Internship program plan..18Training program..19Structure Of Marketing Department...21Structures of Sales Department22Functions Of the Sales Departments.24Customer Services Departments........26Critical Analysis28SWOT Analysis.29Conclusion..31

Recommendations..32


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References32Annexes ,,..32


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Overview of the Organization:

The word bank derived from the words Banque and Bancus which mean by

bank. The word Bank is not so far originated. Some people also thought the wordBank is from the German word back which means joint stock fund. There is no any

kind of record availed for this scenario so its very difficult to which opinion is

correct for it.

It is one of the most important working organizations working in the human society

which hold about 80% of the business transactions. The banking system was early

developed as 2000 BC by Babylonians. Due to respect for the Babylon, the temple of

Babylon was used as bank.

There were 631 offices of scheduled banks in Pakistan at the time on independent.

From which 487 were in West Pakistan. As Pakistan was new and there are lack of

resources so that one of the huge and most difficult task for the Pakistan government

to run its own banking system instantly. So then the authorities decide the Reserve

bank of India should continue to work in Pakistan until 1948, So many problems

about currency are settled between Indian and Pakistan.

Huge amount of funds and Pakistan transfer from Pakistan to India. At the end of the

June number schedule banks in Bank in Pakistan declined. There were only two

Pakistani institutions working on that time in Pakistan which are Habib Bank and

Australian bank. Round about 19 foreign institutions are also working engaged in

solely exports. Reserve bank of India was not favor Of Government of Pakistan so

there is condition of some uncertainty and people were not satisfied because of the

scenario.

Then Government of Pakistan feel that they a have to establish their full-fledge

bank. Then State bank of Pakistan inaugurated by Pakistan Government in 1948.

State bank of Pakistan was landmark in the history of Pakistan when it operates the

full control of banking system and the currency.


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Banking structure in the Pakistan Compromises of the following typed.

Commercial banks are most attractive immobilizers of saving and al in the short-

term requirement.

There were about 14 Pakistani Commercial bank working all over the country. And

also some were dealing in the foreign countries. All of the banks were nationalized

1974 and recognized into the following banks.

Muslim commercial bank limited Habib Bank Limited National Bank of Pakistan United Bank Limited Allied Bank of Pakistan

As the State bank is the central bank of the country. The Central bank faces a lot of

problems after the separation of the East Pakistan and caused of separation it faced a

lot of difficulties in economic sector.

Then slightly the condition become change in the country and Banking sector

improved. Financial Institution become stronger and stronger and supports the other

organization. In 90s Government of Pakistan introduce the privatization sector.

Most of the banks are todays are privatized. Central bank also issues the shares of

these organizations. Stake holders and any kind of people buy these shares. Now a

days banking sector become more expand rapidly and achieved their desire goal

which also help in country economics.

Banking system was developed Babylonians in 2000 B.C. Temple of the Babylon

were used as Banks.

The founder of the Babylonian empire was King Hammurabi.

After Sumerians standardized values of the goods in silver, copper etc.

It is Unknown that who invented money but history recesses that king of Lydia

ingots of identical shapes. In 14 century a German bank was framed comprising the

operations of dealing and transferring of money. Later some more Banks were

formed in Different cities. Banking organization conference was held in 15 century

about streamline organization.


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Under the name of banco Di rialto, a state bank formed in 15 century. Afterward in

16 century The Bank of Amsterdam was formed. The bank was guaranteed by state

bank and offers the valuable services to the Netherlands up to 17 century.

In late 16 century Bank of Hamburg came into existence with the accepting of

business deposit. Bank offer the great services to the merchants till to late 18

century. Then the following bank was merged by Reich Bank. In the 17 century thr

Bank of England issue the notes and also as well as the conducting accounts for the

customer. They were dealing the business with the limited companies. Bank is only

the one how issuing the note. Later on in start of 18 century the main profit of the

bank was derived from the circulation of the bank.

Eleven Clearing banks of today came into being in start of 19 century. The

development of this banking system has been fairly wide. There were small number

of large banks are with wide range. And then increase in the popularity of the banks

accounts and use of cheque. In 1946 the bank of England was nationalized and

transferred the existing stocks to British treasury. British banks made departure from

tradition banking.

In start of Pakistan there were 631 offices from which 487 were located in West

Pakistan alone. Pakistan was the new country at that time without resources so its

very difficult for Pakistan to survive and runs its own banking system instantly.

High authorizes decide that Reserve bank of India should continue to work in

Pakistan until to 1948. Non Muslims start transfers their account from Pakistan to

India. There were 19 foreign banks with status of small branches were solely engage

in Pakistan. There were only two Pakistani institutions Habib Bank and Australasia

Bank. At that the condition was very uncertain so customer are not satisfying from

the bank service and banking condition. Reserve Bank of India was in the favor of

Pakistan. So Pakistan feels to establish its own bank. So in 1948 a central bank was

established by Pakistan named as State Bank of Pakistan.


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The banking structure in Pakistan comprises of the following types.

1) State Bank of Pakistan.2) Saving banks.3) Commercial Bank of Pakistan.4) Specialized credit institutions.5) Co-operative banks

In 1973 there were 14 Commercial banks working all over the country and some of

the foreign countries. All these Commercial banks were nationalized in 1974 and

merged in 5 following banks:

1) Muslim commercial bank limited2) National Bank of Pakistan3) Habib Bank Limited4) Allied Bank of Pakistan5) United Bank Limited

State bank of Pakistan is the Central bank of the Pakistan establish in 1948 .The

serration of east Pakistan was one of the great slump for Pakistan which create many

difficulties for banking sector in Pakistan. Then there were a slightly change and

improve in banking sector of Pakistan. Branches were increasing time to time.

Pakistan Government in the late 90s introducing the need for privatization of

Banks. Private sector accepts the challenges and most of the banks are privatizedtoday. State Bank of Pakistan issues the shares of these periodically. Bank

employees and other like stake holders buy these shareholders and earn profits.

As we know that Brand portfolio for the. MCB are many because they are involve in

many business like cements, shares, malls, hotels etc. MCB deals in different loan

insurance, And different banks Textiles etc. Main clients are private clients.

Muslim Commercial bank is one of the large network bank more than 1100 branches

functioning all over the national wide. All of the branches are fully automated and improving


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day by day. The bank is expanding its network day by day. Its one of the leading banks in

the Pakistan with more than 400 billion assets. MCB has great reputation from 60 years. It

always focusing on the Customer relationship management programs, its also improves its

technology, branches, stable network etc.

We always give the solutions for the customer problems and always try to give the quality

services. We understand challenges and happy to solve those challenges. We always follow

our stable goal and always try to achieve them. We have a strong leader ship in the market an

we are in number 2 in ranking. We follow the strategies which we always stable us to be the

leader in the market. In the past years, our commitment, skills not only to help us to achieve

our desire goal also gave the sustainability to our personality.

People always trust our reputation on which we are stand from past more than 60 years and

thats one of the major strength of our banks. We maintain a strong relationship with our

customer and always give them respect and service more than their expectations. We thanks

to our entire stake holder we they help us to achieve our mission and vision.

Nature of the Organization:

I already brief the nature of the organization. Its a commercial bank. Banks Deals in loans,

finance, cash, deposit, insurance, and services organization.

Product lines and Brand Portfolios:

As I brief already in the above headings the product line and brand portfolios of the bank. Mybank, textiles, cements factories, insurance etc.Strategies of branding:The product line brand is used by Muslim commercial bank,

List of main Clients:

The main clients are not specific. As we know that its a privatized bank so their clients are

also private means open for all.Main competitor:

As I already brief the main competitor are National Bank, Habib Bank, United bank, AndMeezan Bank.


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Organizational Structure:

Muslim commercial bank was founded by the family of ADAM JEE and ISHFANI families

in India on 1947. It is not the story of the overnight success stories. It was moved to Dhaka

after the partition of Indo-Pak. The bank located office to Karachi in 1956 where the headoffice presently located. Thus the banks inherit a 64 year legacy of trust in its stake holders

and citizen of Pakistan. The Government of Pakistan nationalized MCB in 1974. The Premier

Bank Limited merged with MCB

After long period in the late of 1990 the Government of Pakistan have decide to sell

their nationalized assets of country for better utilization. MCB become first

nationalized bank in 1991. The management transfer to the management of the Bank

to a national group. In terms of commitment national group and Government of

Pakistan making their holding 50%. It has additional purchased 24 % shares. 25 %

share Purchased by the government which shall be sold in future.

Vision statement:

To be leading financial service provider, partnering with our customer, for

more prosperous and secure future.

Mission statement:

MCB creates the long term relation with a customer. We insured that

customer will invest us with more confident.

GOAL:

To give the quality service to the customer, enhance the profitability, share maximization,

become the leader bank in the market.

The 2005 was very promising and golden for the MCB, as the institution hold the profits of

about 4 billion approx more than half of same period in last year. Profit after tax has more

than doubled compared to the last year. Thats the highest profit in the history of MCB. This

translates into earning per shares of about 7.5 approx.

The deposit and advance increase in large amount about 156 billion to 241 billion.

Moreover the 16 % of bank asset increases in the 2005 and crossed about 300 billion, this isnot the end the banks capital and reverse raised by41% during the year which was because of

erring and shares. Because of lending the limit and provide the different type of opportunities

for the growth of the balance sheet increase in equity would improved. It is very also helpful

to meet the capital requirement which will be very effective from 2007.

As MCB working very effective and efficiently and giving the overall outstanding

performance, MCB has received the Euro money award 2005 for the Best Bank in Pakistan.

This is only the unique bank of Pakistan who gets the Euro money award for the fifth time in

Last six years. Asia money has also declared to MCB The best domestic Commercial bank

in Pakistan for the year 2005.


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The main head office of MCB is in the Karachi at Chudrigor Road. It works like the

wall street of Pakistan economy. Under the head office of MCB filling division are

working as follows.

Number of employees:

About 11614 employees are working in Muslim commercial bank.

All departments:

Administration Investment Banking Credit Management Human Resource Information Technology International Division Marketing & Development Finance & Treasury Law Division Corporate Planning & Budgeting Inspection & Audit

Organizational structure:

Executive committee and Credit Committee works under the president. Executive

committee is responsible for the daily operations. Any kind of issue of bank

presented to executive committee by the board of directors. General manage is the

executive who has the charge of circle office. Zonal and Branch manger is under the

General Manager. General Manager Power is approved request for credit exceedingby the credit committee. It has high span of control and centralization. But


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President

Executive Director Executive Director

Inspection Team Operation

GSD DIV

Consumer Banking Corporate Banking HRD

General Manager

Regional Manger

District Manager

Manager

decentralization is in vertical form. Means branch manager responsible for the

branch operation but have to report to regional officer. Regional are responsible on

the regional level but have to report provisional officers. And provisional have to

report to country manager. Means there is centralization as well as decentralization.

There are more than 1400, 47 regionals, and 9 circles branches. There were

provincial chiefs for all provinces before privatization. But the new management

abolished the provisional officers to improve the quality service of the bank.

CIRCLE OFFICE

It controls the branches functions and regulates it properly. It receive the reports

from branches and mobilize the deposits. It like ha micro head office. It is divided in

the following division:

Marketing & Development Credit Management Human Resource Audit & Inspection


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Branch manager

Operational manager

Accountant

Cashier

CSO

Office Boy

Structure of the Branch:


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Internship programs:

I complete my internship in the most famous bank of MCB. Its complete name

Muslim Commercial Bank Limited. As according to the history which I already brief in the

history sections its a famous bank from start and give the wonderfull service to thecustomer. Because offering the services it gets many time international awards and a lot of

domestic awards. It is located in xxxxxxxxxxxxx. Its on the main road ofxxxxxxx. It is well

furnished branch and depends on about 7 professional employees. It is operated by a skill

manager Jawad Shahid. As we already know that MCB has the great reputation in Pakistan.

Its 2nd

largest bank in deposit. As we know that it is privatized in the duration of 90s. It is

one of the oldest banks of Pakistan.

I really enjoy my period of internship. I learn a lot of things from there. I was assigned to

CSO officer Miss Afhsan, Branch 2nd

officer Mr. Zubair and Branch Manager Jawad Shahid.

I learn a lot of things from them. I perform different kind of activities in ma internship

duration. Like I learn to fill the cheques, learn about demand draft, funds transfer, etc. I will

discuss all the further details below.

My internship duration was

Starting Day= 9-5-2011

Ending Day =22-6-2011

I worked in the General banking department. I have performed following task in the bank.

Cash CSO General Banking

Operations


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Training Program:

I generally perform the general banking means I performed all the general task banking. The

task which I performed in a bank I am listing which I will discuss further:

Deposit slip Funds Transfer Amount (FTA) Clearing Account Opening Form Dock Register

Now I will discuss one by one in detail.

Deposit Slip:

It is one of the most important slip in the bank. It is also called the key of the

bank. It is used to deposit the cash in the bank. It is filled by the customer or by the bankers.

When we want to deposit the cash in the bank, the slip is attached with it. It is present in

every table of the banker to give the service to the customer except the cashiers.

Its lay out is very easy, simple and sensitive.

At the top we have to fill the branch code of the bank. Every bank branch has its own branch

code from where it can recognize. After implementation of online system on banks it takes a

special important. So every bank has its own code which means that in this particular branch

we want to depots our cash. After it at top right we have to fill the date on which we are

going to performing the transaction. At the jus bottom under the branch we have to write the

account name in which we want to deposit our cash. Its a case sensitive so no mistake should

be there. After the name we have to write the account number of the account holder in which

we want to deposit the cash. Its also a very case sensitive no mistake should be there. Afterword we have the check the check box in which currency we are going to deposit the cash.

Locally and usually we use the PKR for deposit mean Pakistan rupee. There are boxes of

PKR, USD, SAR, Other. So we have to check the box in which we are going to deposit the

money after word on the right bottom we have to write the amount in figures. And at the

centre we have to check mark on the cash. There are two boxes for it. Cheque and cash if we

are deposit through we have to check on cash if we are deposit through check have to check

on the cheque and write the cheque number. If the cheque is from other branch we have to

mention its branch cod also. And if it is from the other bank we have to specify the bank

name too. If we are depositing on simply cash then we have to check the cash box. After

word we have to write amount in figure. After writing it we take the signature of customer

and also its contact number. The deposit slips are of two copies. From which one is of carbon.The carbon copy give to customer after stamping and original once goes to bank.


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Funds transfers Amount (FTA):

. If the customer wants to transfer its amount to other MCB

bank. Then he will use FTA forum. After implementation of online system its very easy to

transfer the cash to any MCB branch within a second. It consists of about a page form. At the

top we write the date and branch code name from where we are going to transfer the money.

After word we write the fill amount in figures. After word we write Amount in words. Thenthere is a block a in which we write the details of the account holder to where we send the

money. First we have to write his name. Means name of the sender where want to send the

money. After word we write his account number. Then we have to write to his branch code.

Then we have to write the purpose of sending the money. These are the very essential parts of

the form. Without filling this section it is incomplete. So it is very essential part. Then we

write the sender detail in next part. We write his name. Afterword if he is from the same bank

account holder we write its name else we write his I.D card number. Write NIC number,

then with mobile number. This is another block and essential part. After word there are two

slip right there. From which one is official. We write the amount and charges which is

applied from bank. In case of cheque 118 charges are applied. And if transfer our money

through cash then charges are applied through percentage. After completing the little bitformalities this form goes to operation or branch manager. After verification they send to

cashier where they further proceed.

Clearing:

It is related to operation of the banking. Clearing is of two types. One is called local

clearing and other one is called intercity clearing. Clearing means that if got the deposit check

from customer, who is of other, bank the bank take the cheque and send to the particular from

where the cheque belong. If the cheque belong to the locally means the bank branch is

located in city. Then this called the local clearing. If it is out of station bank branch then it is

called Intercity clearing. The officer sends it to particular branch bank by a special courier

service NIFT. Then after verification if the money exists in his account they will transfer the

money in the banks branch.

Account opening form:Its a form consists of many pages. It is very high sensitive. It is check

and verify by bank officers very focus. It is required NADRA NIC. There is a field like a

internet profiles. In which you fill all the field like name, date of birth, nationality, address,

etc. These all fields are filled. Then on the next page we write the reference name and his

detail. On the very next page we take the signature. Then on next page we take write hiseducation and other socials work. We also attach electric bill copy, NIC copy etc. Then this

complete document sends to head office. After their verification they open the form.


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Marketing Manager

Deputy Marketing Manager

Area Marketing Manager Area Marketing Manager

Area Marketing Manager

Regional Sales Manger

Assistance Sales Manger

Sales Executive

Structure of the Marketing department:

All departments in the banks have equal value no one have less important. In a branch at the

top there is a Branch Manager. Now my branch manager was Jawad Shahid. He is going to

see every operation of the bank. He has to face the whole responsibilities. He have to keep onthe eye on every operation with very consistent behave. They always check every operation

and file of the bank. After word there is operation manager. He has to see all the operation

about branch. His focuses on the cash department. He also watches on the every operation of

banks. Like FTA, Account opening, Customer issues etc. Mr. Ali was the operation manager

was there who was newly assigned there. His also work on the ATM machine. He inserts

cash in ATM machine at right 12.pm with a cashier. He looks overall operation of the banks.

Then there is officer who work is about to clearing the cheque. He also deals with a customer

and solves their different issues. Like informing about their balance, transferring funds etc.

He also clearing the cheque, write the ledger of the bank, doc register and many other paper

work. And after word there is CSO (Customer service officer). He is also working on

marketing bases. He is dealing mainly with customers. He is representing the bank. Every

customer firstly comes to see it. Every type of information is taken from him. He helps in

account opening form, filling the deposit slips, filling the FTA, deal in customers issue. Miss

Afhsan Khan was assigned there in my branch. She was delighted personality lady. She deals

with a customer in every level. She represents its banks in front of customer. She give

knowledge them and try to attract the customer to their facilities. Then there is an officer who

deals in insurance and loan sections. Now in fact he is also a part of marketing. He is also

representing his bank in from customer. He tries to attract the customer to the new offers by

banks of loan insurance. Mr Ali was there for this work. He also visits the markets and

informs about the attractive services offers by MCB. Then there is cash department who deals

in cash. They just take cash from a customer and give the cash. They create balance sheetsand keep the detail cash records. In fact every once is the part of marketing. They call to

customer or contact by mails to reach them offer about the bank policies. Generally bank

advertise then hey further guide the customer for details.


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support to cricket. When there is a big cricket event. Banks largely involve them. Print their

bank name on the ground. And advertise them in different ways.

These are the different ways to advertise themselves and get better position.

Banks open their different branches in every city to facilitate their customers. The branch

open now a days their branches. Banks reaches not the internationally but also at the top of

the hills. More than 35 branches are located in Multan main city. More than 1400 branches allover the country are dealing for customer. MCB is the second largest bank in the Pakistan

who has so many branches. It is one of the great successes for the bank to run very success

full all over the country.

Segmentation strategy:

MCB generally target business man. They segment business man, employees, students etc.

They offer the plans according to their requirement.

Target Marketing:

Generally they target market business man to earn thee deposit for the bank as we discuss

early.

Product planning, development and management:

They different products like insurance, credit cards, debit cards, home loans, car loans. They

always give the attractive offers to eh customer. They develop the products by upgrading

their features. Offering valuable services and manage them properly to attract the customers.

Positioning:

By offering valuable services they create the positing in the mind like percentage, relaxation

loans etc.


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Structure of Sales Departments &

Functions of Sales Departments:

There is a huge structure of the sales department in the bank. First of all

there is General Sale manager is at the top. He saw all the sales operation at national wide

level. He control everything in the country related to sales. All task of sales on it. Now there

would be sales on provincial level. They under country head sales. They see the operation

under provisional level. Provisional manger has answer to country manager about sales

activities. Under the provisional level in each province there is regional sales manager.

Regional sales manager controls region system. They perform their task under the regions.

Means each province has their single provisional manager and under provisional there is a lot

regional manager according to their sales. Regional sales manager under the provisional so he

answers or report to provincial manager. Under regional sale manager there are a lot of

District sales manager. There a lot district sales manager who worked on district level. Theyperform their task on district level and report to regional sales manager about it. Afterward

under the district sales manager there branch manager. Branch manager control the operation

under branch levels. They perform the real tasks and perform the sales operation practically.

They control everything under branch level and report to district sales manager. Bank

managers further hires 6 to 8 sales reps on salaries basis + commission basis. For the

commercial banking branch manager is responsible for the business.

There many functions of sales departments but we discuss some of below.

Banks try to understand the need of the customer and try to fulfil it. They provide that

products or services which are very benefits for the customers. Co ordinate with a senior

manage to reach the target sales. Achieve both strategic and financial plans for the banks.

For implementation, assign to marketing department. Facilitate the customer with loans,insurance and different kinds of tools. They translate the strategies into tactical plans. They

visit to every customer and give the attractive offers about them. They provide list of

customers to marketing with address to meet them and offer them services. So it plays very

important role and generate the huge deposit for the banks.

Every reps visit the customer. They may before visiting give the phone call and take a time

from it. After visiting they tell the whole procedure about it. If the customer is loyal then they

give the attractive offers to them. They can also contact the customer by phone calls. They

just simple call them and offer their services. They also contact them with a e-mails and fax

and also send their advertise broachers etc.

Sales Methodology:They contact with customer personally and inform them about offers. They brief them in

detail.

Types of selling:

As we already discuss they contact with calls, mails and n meeting etc.

Sales Returns and Procedures:

If customer wants deactivate or activate his account. Then he have to write the application

with his a signature then application forward to operational manager after some formalities

his account will active or deactivate.


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General Market

Sales

Sales Manager Sales Manager Sales Manager Sales

Manager

Regional

Manager

District Manager

Branch Manager

Regional

Manager

District Manager

Branch Manager

Regional

Manager

District Manager

Branch Manager

Regional

Manager

District Manager

Branch Manager


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Customer Services Department:

Customer service department is one of the most

important aspects in the banking field. In fact it is back bone of the banking field. In past very

few banks was monopolistic attitude. Banks become today more centric and customerbecome demanding. Every bank now always tries providing the better service to their

customer. Customer service department take a special important in every organization. They

always try to give the best services to the customers. Every bank designed very effective and

efficient services departments. They always respond to the customer very instantly. It

ensures to give the service quality services to the customers. Considering the importance of

this department MCB create its customer services department. Its now a present in all

branches of the bank under the manager control. Lets we discuss the customer services

which are offered by bank one by one:

One if the service offered by bank is ATM machines. Its a biggest effort for the banking to

section to promote the banking field. Its a just a point from where you can access the money

at any time. Its computerized and fully automated machine operated by a special

computerized card. This computerized card provide to every account holder on their request.

Some bank provides the ATM card free of cost some are charging them about 500 per year

according to the bank polices and services.

This card provide with you with a personal identification number (pin). Its just like a

password. You insert a card in a machine after giving the right pin you can access to your

account. The biggest benefit of the ATM machine is you can access to the case any time. In

case of emergency our need cash and the banks are close then you can easily credit you cash

from ATM machine. You can also check you balance from ATM machine. Thats not the

enough you can also transfer money through ATM machine. It takes few minutes and you can

perform your whole operations in ATM machine.It is switch on 24 hours and you can access it any time. ATM machine is one of the biggest

success and revolution in the banking sector.

Another very great customer service provides bank is internet banking. By proving the

internet banking, banking field becomes easier for the customer. By accessing through the

internet to bank website you can get every type information about bank and as well as the

account too. This is also one of the biggest facility offers by bank to the customer. As we

know that there are billions of site on the internet and there are billions of users are of

internet. Internet is the tremendous technology and suffering is on very large scale. So access

to the account through the website is good effort by bank. Account holder provides a user

name and password registered with their accounts. User visit the website where the bank give

its whole detail about bank like location, history, performance, etc. In the website you canlogin tot I.D and pass word. After word you directly enter into your account. You can check

you balance and transfer the money to any account. You can also pay the utilities bills

through the internet. You can also perform an online shopping through internet banking.

Another facility given by the bank is mobile banking. Its also efficient facility given by the

bank. By performing mobile you can active about your account instantly. If there is any kind

of transaction in the account they will instantly inform you by SMS. You can also pay the

utilities bill through mobile banking.

MCB providing a call centre. On calling on it there are regular, energetic, charily etc.

employees there for welcome you. They resolve you any kind of issue during the phone call

you can do. These services are 24 hours and 365 days. You can call any time you will get a

call by their officials and you will get the reliable answers. The phone number for theMCB111-000-622.So customer always try to contact them from their personal phone or ATM


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phone, banking officer always try to resolve their issue as soon as. Customer services officer

is also present in every branch of the bank. Who deals with the customer related issue, In My

branch CSO (Customer Services officers) was the Miss Afshan Khan. She deals in every type

customer services issue. She informs current polices of bank to the customer. Inform about

the account categories in the banks. Deal in application of ATM Cards and cheque books.

She inform to the customer for their account balance. If the customer come new in the bankand doesnt know the things she guides them for it. They also help some customers who are

illiterate for filling the deposit slips, FTA Form, etc. She also fills the account opening form

for the customers.

You can also contact to the bank through the website or mail. Bank wills respond you in 24

hours. In case of any type issue you just wrote it to the mail and send it to the bank will

respond you soon. You can also contact to bank through the fax. Simply fax on the fax

machine number. Bank will reply your issue as soon as. Another way is to contacting the

bank is to write the mail. These are the different kind of facilities providing by the bank to the

customer.

Today the time is of competition and every bank is giving the high quality of customer

services to the bank. They are giving more and more service to take their loyal customer fromeach other. MCB has the strong Customer services department of banks. Its customer services

department has history. Its a historical bank. So MCB always updating polices related to the

customer services. Every year or every two year the new policies take place for the customer

service. They always update their policies to keep the customer in mind. It cares theircustomer every moment. So its have the best customer services for the customer.

Developing Relationship:

I already discuss they contact with a customer personally and offer them high quality

services. They always try to give the services which are according to the customer need. They

greet the customer charley. They give the extra and free of cost services which helps in

relationship development. Make a customer to feel the part of the bank

Retaining customer:

Banks always care about their loyal customer. They have to always in touch with them and

take the action on their problems. They always give them as priority in any case then it helps

to bank retain his customer.

Attract new customer:

They attract by give the valuable offers. They satisfied the customer by giving the services.

Handling customer:

Few customers are difficult to handling but apply some technique we can handle them easily

like:

Let him speak Assume that he is speaking right Dont interrupt him while speaking Be emphatic Try to formulate some solution Follow up


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Critical Analysis:

The bank branch performing their function very well but all of the staff is

young. They always deal with a customer very well but they are too young so they have little

bit lack of experience. There is always a pressure from the head to provisional, provisional toregional, regional to district, district to branch manager and manager to the employees for the

bank deposit. Bank always asks for the deposit for the banks. Because of this employees lose

their concentration on work and get finding for the deposit.Now a days in a time crises its

difficult to find the deposit for the bank. So bank staff always worries about to increasing the

deposit. Every year there is a new target given by the head office to the bank branches for

increasing their cash. So every employee meets the customer personally and asks for the

deposit for the bank. The branch was not located in the market area of the city. It is located in

the domestic area of the city. As we know that in the domestic area there is no large amount

of cash is available. So its a huge problem for the employees to get the cash from the

domestic sector. Some time they visit to the business industries which are located far from the

bank for the deposit.

Middle management did not corporate with me sincerely but lower management of the bank

corporate me more. As customer relationship management doing their best but there is lack of

employees in this field.

Every morning branch manager has to call regional officer to give the report of the bank

branch. This has no use. Because of it branch manager has a pressure of it. It has no use to

give the repost. But he gives the report on daily basis.

The cash department was not working efficiently because lack of employees as they are also

trying their best. Because there are only two counters for it and there are large number of the

customers. There is not a line token system in the banks so it is then create the disturbance in

the bank. As I already told there only two counter customers have to wait so much. Theybecome hyper in the bank. And there is bad effect on the customer. Sometimes computer

networks become offline. This also become a cause bad effect on the customer. Because

some time customer is in hurry that he want be perform a transaction , so when the banks

computer links are down then thats create a problem for the customer.


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SWOT Analysis:

SWOT analysis is one of the most important researches for the any business. It is very

essential for the business to see the business overall. There are a lot of strength, weakness,

opportunity, and threats for the organization. By monitor these research organization canimplement better strategies. Strengths and weakness are internal and opportunities and threats

are external. These are the very effective for the organization. We know that by knowing he

strength of the organization we know many things of the organization have their strengths on

which they are doing leader ship in the market. Every organization has its own unique

strength on which they are working. This unique strength is the cause of their success of the

business. MCB has its own very strong unique strengths which we further discuss below.

There are also many weaknesses in the bank. After covering the weakness of the

organization, organization becomes strong. If there are an opportunities then organization

should pick on the right time. Organization should care about its threats. If he always care

about its threats and cover them then organization become strong in the market. Let us

discuss all these one by one:

STRENGTHS:

Its a First privatized bank. Good historical reputation. Faster banking services than other banks. Its also in the list of highly automated bank services. It has reasonable charges than all other banks. It has advanced management, advance setup and efficient staff.

It has the dynamic environment

WEAKNESS:

Majority of the people do not aware of its banking strengths. Lack of advertising. Hanging bullets were not in the branch which looks attractive to the customer. Wide network affecting its maintainer. Lack of specialized skills means job rotation etc. Mismanagement of time. Computer network did not working properly. No marketing department at branch level. Consumer banking is limited.


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OPPORTUNITIES:

Satisfied their customer by offering different offers. It has strong market shares so it has opportunity offer high percentage. Because of strong business it has opportunity to perform horizontal integration. Because of strong position it has opportunity to open new branches. It has opportunity to reach their customer because of their wide network. Opening their branches in big organizations like universities or industrial states.

THREATS:

New Entrance of bank in the market. Large number growing of other banks in the market. Change in government polices Offer attractive service to the customer by other banks. Change in the economic condition. Snatching the experience able employee from other bank.


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Conclusion:

In the last after performing an internship in the well-known bank I learned a lot of things

from there. The training give me the opportunity to se me the theoretical and practical

differences. And I thought so there is difference between theoretical which study in our

student life and practical life. And I realize that its a period in the MCB which tell us and

teach us many practical things in life. MCB is one of the effective and efficient banks of

Pakistan. It has more than 1400 branches. It has a very large network. It is the 1st

privatized

bank of Pakistan. It has the history. It is the most historical bank. It wins 5 times very

international awards which show its success. It has the efficient polices on which they are

working and getting at top day by day. There are some strong strength and opportunities for

banks, which they are availing. They have also some weakness and threat on which they are

try to covering. In fact its a strong organization of Pakistan. It have also market share in

stock exchange and have also strong share price. So get attach with a MCB means you can

secure your future very well.


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Recommendations:There are lot areas which have to need the special attention to do more work

efficient. First of all hanging bullets should be in the bank. It works as advertise of bank andlooks very attractive. Broachers stand is not in a proper place. Cash department should need

very special attention because customer has to wait for it so much. Online networks fails

sometimes so there are no any substitute of this network. Some time because of this customer

face so many problems. Let us discuss below in recommendation:

Advertise in bank should be properly. Air conditioners are not according to building capacity. Cash department should need the special attention. Token should be place for line system. Network should be always in working mood. If failure of network then there should be a substitute. In cash department female staff should be replace by male. Because its a sensitive

and high skill work, which is perform by male better.

ATM should be always in working condition. Bank should increase its security. As it is an online bank so there is always a threat of hackers so bank should always

ready for it.

References:

Internet mcb.com.pk Different reports Employees of banks Personal observation

Annexes:

I ask these questions to different employees and seniors which are given below:

What does u think about the strength of the banks? What changes should be bringing in your branches? Do you think that employees are not according to the branch capacity? What does u think that services should be replaced? What is the major problem relating to the customer issue? What does u think about charges applying by the bank on the FTA? Whats the reason customer will prefer your bank? How would you like to handle the hyper customer? Do you agree the pressure of the state bank of Pakistan? Whats your suggestion about improvement of bank What step should further need to take the MCB in the future?


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Documents

Soban Internship Report Vu & Company