[pic] PART A INTRODUCTION OF THE REPORT [pic] [pic]1: Introduction [pic] 1. BACK GROUND OF THE STUDY [pic] Bank is a financial institution whose main aim is to earn profit through exchange of money and credit instruments. A banking company must perform both of the essential function accepting of deposits and lending or investing the same. If the purpose of acceptance of deposits is not to lend or invest, the business will not be called banking business. It may be said that banking in its most simple form, is as old as authentic history. As early as 2000 B. C. Bany Lonians has developed a system of banks.
In ancient Greece and Rome the practice of granting credit was widely prevalent. According to some authorities the word “Bank” is derived from the words banco, bancus, banque or bance. All of these words mean a bench upon which the mediaeval European bankers used to sit with their coins to transact banking business. When a banker failed to meet his obligations, the angry people used to break up his “banco”. The account for origin of the word “Bankrupt” which means bank failure but whatever be the origin of the bank, the word came to be used in Europe from the middle age in connection with the business of bank.
Money also links the history of banking. It created a logical necessity of banks. However, the birth of present day banking is not sudden. It has come to its present stage through a process of development. During the last decade, banking became the most competitive industries of Bangladesh with a huge amount of growth. A large number of new banks have made their way in the industry and yet there are more to come. In such a highly competitive service industry, ‘customer satisfaction’ is a very important factor to consider. High customer atisfaction and loyalty give an organization a better base than its competitors and allows it to flourish in the industry. 2. OBJECTIVE OF THE STUDY [pic] General Objective The general objective of preparing this report is to fulfill the requirement of project work as well as completion the BBA Program through gaining the experience and view the application of theoretical knowledge in the real life. Also find out the Operational Process of the Bank and it’s overall Performance. Project Objective The objectives of this report are the followings: Get introduced with the idea of “Customer Service Quality” in Bank Asia Ltd. ? Introduce with the Bank service quality assessment tools ? Techniques to win a strong customer base ? To know the expectations of customers of Bank Asia Ltd. ? To analyze different activities of different desk. ? To analyze different rules and regulations of the Banking System. ? To analyze the procedures of making loan. ? To analyze how to provide better customer service. ? To analyze how bankers introduce their product to the clients and customers. To know how people communicate with clients, customers and head office about different purposes and how they use information system. ? To Know the position of Bank Asia Ltd in the Market ? To know the study’s and conditions of overall performance ? To make some recommendations and conclusion to further the development of Retail products of Bank Asia Ltd. 1. 3 Methodology of the study [pic] To make the report more meaningful and presentable, two sources of data and information were used widely. Both primary and secondary data sources were used to prepare this report.
The nature of this report is descriptive with some survey or using sampling method. Most of the necessary information has been collected by a questionnaire, officers working in Retail Banking. 1. 4 DATA COLLECTION [pic] Both the primary and secondary forms of data are used to make the report more rich and informative. The details of these sources are gives below: Primary Sources ?? Most of the information was acquired by discussing with the officers working in the Patherhat Branch of Bank Asia Ltd. ?? Observation and work experience with different divisional in-charges and suggestions of many executives of the bank.
Secondary Sources ?? Annual Report of the Bank Asia Limited. ?? Various books, articles, compilations etc. ?? Websites of the Bank. ?? Instruction circular of Head Office, brochures of different banks, newspapers and magazines regarding banking issues, seminar papers and so on. 1. 5 LIMITATIONS [pic] The report was not free from limitations. The study has been conducted on the subject of “Activities in Bank Asia Limited”. The Officers of Bank Asia have provided all the necessary information with his best abilities. Key limitations of the study are as follows: The internship is a very short period of time. During this short period it is very difficult to study about Bank Asia properly. ? The data and information collected from Bank Asia was not clearly related with the topic. ? The study was not successfully completed due lack of knowledge of banking profession. ? Some data and information was not provided by Bank Asia due to maintain secrecy. ? The data that are collected contained lots of information so it is very difficult to represent all information concisely. ? Bank is a very busy organization with comparison to others.
There are rushes of people for about whole the day and the officers have to transact with them. So it is very much tough for Credit Officers to allocate time for me. [pic] PART B COMPANY PROFILE [pic] [pic]2: COMPANY PROFILE [pic] 2. 1 ABOUT BANK ASIA [pic] Bank Asia is one of the renowned and successful banks in Bangladesh established in 1999. The paid up capital of the Bank is 1116 million. With in very short time Bank Asia has established itself as one of the fast growing local private Bank. Now it has 66 branches in its network. It has own ATM service.
It provides ATM service through other banks too. Mr. A. Rouf Chowdhury is the Chairman of Bank Asia. Bank Asia is operated by the experienced, qualified, professional management teams whom have exposure in the international market. In the year 2003 the Bank again came to the limelight with over subscription of the Initial Public Offering of the shares of the Bank, which was a record (55 times) in our capital market’s history and its shares commands respectable premium. Bank Asia is maintaining it’s competitiveness by leveraging on its Online Banking Software and modern IT infrastructure.
It the pioneer amongst the local Banks in introducing innovative products like SMS Banking and under the ATM Network the Stelar Online Banking Software enables directs linking of a client’s account, without the requirements for a separate account. Bank Asia has long experience in the financial sector of our country. By their programmatic decision and management directives in the operational activities, the Bank has earned a secured and distinctive position in the banking industry in term of performance, growth and excellent management. 2. 2 CORPORATE INFORMATION[pic] ? Letter of intent received : 24/02/1999 First meeting of the Promoters held: 15/04/1999 ? Certificate of incorporation received: 28/09/1999 ? Certificate of commencement of Business : 28/09/1999 ? First meeting of the board of Directors held: 01/10/1999 ? Banking license received : 06/10/1999 ? First branch license received: 31/10/1999 ? Inauguration of Bank : 27/11/1999 ? Date of publication of Prospectus : 29/06/2003 ? Date of IPO Subscription : 23/09/2003, 24/09/2003 ? Date of first share trading in Bourse : 08/01/2004 ? Date of agreement with CDBL : 20/12/2005 ? Date of first scrip less trading : 30/01/2006 Numbers of Promoters: 22 ? Numbers of Directors: 11 ? Numbers of Branches : 66 ? Auditors : S. F. Ahmed &CO. Chartered Accountants House #25, Road # 13A, Block- D, Banani, Dhaka- 1213. ? Registered Office: Tea Board Building (1st floor) 111-113, Motijheel C/A, Dhaka – 1000, Bangladesh. 2. 3 MANAGEMENT HIERARCHY OF BANK ASIA LIMITED [pic] 2. 4 MISSION STATEMENT OF BANK ASIA [pic] To assist in bringing high quality service to our customers and to participate in the growth and expansion of our national economy.
To set high standards of integrity and bring total satisfaction to our clients, shareholders and employees. To become the most sought after bank in the country, rendering technology driven innovative services by our dedicated team of professionals. 2. 5 VISION OF BANK ASIA [pic] Bank Asia’s vision is to have a poverty free Bangladesh in course of a generation in the new millennium, reflecting the national dream. Our vision is to build a society where human dignity and human rights receive the highest consideration along with reduction of poverty. 2. 6 COMMITMENT & CULTURE OF BANK ASIA LTD. pic] 2. 6. 1 Social Commitment: Though the purpose of Bank Asia is obviously earning profit, but the promoters and equity holders are aware of their commitment to the society to which they belong. 2. 6. 2 Corporate Mission: • To provide high quality financial services in export and import trade. • To provide excellent quality customer service. • To maintain corporate and business ethics. • To become a trusted responsibility of customer’s money and their financial advisor. • To make their stock superior and rewarding to the customers/ share holders. • To display team sprit and professionalism. To have a sound capital base. 2. 6. 3 Corporate Culture: Bank Asia is one of the most disciplined banks with a distinctive corporate culture. Here we believe in shared meaning, shared understanding and shared sense making. Our people can see and understand events, activities, objectives, objects and situation in a distinctive way. They mould their manners and etiquette, character individually to suite the purpose of the bank and the needs of the customers who are of paramount to us. The people in the bank see themselves as a tight knit team/ family that believe in working together for growth.
The corporate culture we belong has not been imposed; it has rather been achieved through our corporate culture conduct. [pic]3: TECHNOLOGY AND INNOVATION [pic] 3. 1 DELIVERY CHANNEL [pic] Focusing of the need for increasing customer’s service delivery point Bank Asia has been continuously adding new items. Their delivery channels now include 32 branches one booth, ATMs, internet banking, POS machine of Dutch Bangla Bank Ltd. and mobile banking. 3. 2 BRANCH NETWORK [pic] Bank Asia intends to achieve to attain balanced growth and expansion of its branch network.
Aiming to extend their service and to increase their reach rapidly to their growing and valuable clients. Bank Asia always looking for opportunities for adding more branches to their growing network. 3. 3 ATM [pic] Bank Asia’s ATM Service has been well embraced by the clients since it provides them most flexibility in handling cash money and ensures uninterrupted banking facilities round the clock. In the face of growing demand they arranged for addition of new ATMs and set up 10 additional machines during the year 2007.
Now they have ATMs of their own also they have under share arrangements 93 ATM E-cash booths and 226 ATMs of Dutch Bangla Bank Ltd. 3. 4 INTERNET BANKING [pic] Internet banking facilities change their business process, since many customers fell comfortable to execute transaction through internet. The transaction through internet has grown very fast in the recent year. Their internet banking further improved in 2007 and their customer can change their profile, stop payment of issued cheques, see the status of cheques, request a cheque book etc. n addition to existing facilities like fund transfer, balance and transaction enquiry etc. 3. 5 CREDIT CARD FACILITIES [pic] Bank Asia now provides credit card to its customers and clients. Through this card a client can draw money from any bank. [pic] PART C GENERAL BANKING(AN OVERVIEW) [pic]4: GENERAL BANKING (AN OVERVIEW) [pic] 4. 1 Banking Service of Bank Asia Ltd. [pic] Banking Services General Banking Credit/Advance Foreign Exchange CashCash Credit (HYPO)Import AccountsCash Credit (PLEDGE)Export RemittanceCash Credit SchemeRemittance Clearing House Lease Financing
Customer Service Saving Overdraft 4. 2 CUSTOMER SERVICE[pic] Accepting Deposit: There are three kinds of deposits in Bank Asia those are as follows: a) Demand Deposit. b) Time Deposit. c) Scheme Deposit. a) Demand Deposit: The deposit from which depositors can withdraw money without any notice is demand deposit. These demand deposit also three categories those are as follows: 1) Current deposit (CD Account). 2) Saving Deposit (Saving Account). 3) Short Term Deposit (STD Account). b) Time Deposit: This deposit is called FDR (Fixed Deposit Regular).
The amount in this account is payable only after time stipulated. There are three types of time deposits those are as follows: FDR # One Month 10% # Three Month 12. 5% # Six Month 12. 5% # One Year 12. 5% # BASP 14% C) Scheme Deposits: With the growth of the middle classes and classes of people having a monthly and regular source of income, from which people deposit a specific amount in the Bank at a regular interval of time, is called Scheme Deposit. The following accounts are under Scheme Deposit A/C: 1. Deposit pension Scheme (DPS),2. Monthly Saving Scheme (MSS), 3.
Monthly Income Scheme (MIS), 4. Super Saving Scheme (SSS),5. Multi plus Saving Scheme (MPSS). 4. 2. 1 ACCOUNTS OPENING PROCEDURE [pic] To open a new account an applicant has to maintain number of formalities. Bank’s officer also is careful whether necessary documents are provided by the new account opener. To open a new account following formalities have to be maintained: ? An introducer who introduces new account holder to the bank. ? Two copies of passport size recent photograph attested by the introducer. ? Account opening form duly filled. ? Signature card duly signed. One copy of photograph of nominee. ? After fulfilling the above formalities, Bank provides to the customer a deposit slip book and a cheque book which is marked by his new account number. ? If it is joint account each and every person has to provide their details and signed into the account opening form. ? Letter of thanks to the account holder and introducer For Partnership firm: If it is a Partnership firm there is some additional formalities have to be maintained, those are as follows: ? Partner’s signature ? Partner’s name and address. ? The nature of the firm’s business Two copies of photograph for each and every partner, duly attest by the introducer. ? Account must be introduced properly. ? Introducer’s signature on account opening form has to verify by an officer under full signature. ? Certified true copy of the memorandum of the firm. ? Registered partner ship deed. ? In case of joint account, operational instructions are to be signed by the joint account holders. For proprietorship business: ? Declaration of proprietorship ? Photocopy of Business trade license. ? Account agreement form. ? Photocopy of TIN certificate. For Limited Company: Certified true copy of Memorandum & Articles of Association of the company. ? Latest audited balance sheet of the company. ? Latest copy of company’s income statement. ? Certificate copy of incorporation of the company for inspection and returned with a duly certified photocopy for bank’s record. ? Certificate from the registered of the joint stock companies that the company is entitled to commence business (in case of public limited co. for inspection and return) along with a duly certified photocopy for bank’s record. ? Name and address of the board of directors. ? Authorized signature. Extra resolution of the board, general meeting of the company for opening the account and authorization for its operation duly certified by the Chairman/ Managing Directors of the company. ? Full name of the company and full address of head office. General condition for opening current and saving account: ? At least Tk. 2,000/- for current account and Tk. 1,000/- for saving account has to deposit while account is going to open. 4. 2. 2 ISSUE OF DUPLICATE CHEQUE BOOK [pic] When an account holder loss his cheque book he has to inform it to the bank. Then bank stop any amount from that account.
Account holder has to apply to the bank through application to new cheque book. Then fresh cheque book is issued instead of lost one after verification of the signature of the account holder from the specimen signature card and on realization of required exercise duly only with prior approval of manager of the branch. Cheque of the new cheque book is recorded in the ledger card and signature card ass usual. Series number of lost book is recorded in the stop payment register and caution should be exercised to guard against fraudulent payment. 4. 2. 3 CLOSING OF AN ACCOUNT [pic]
There are some reasons for which account may be closed those are as follows: ? If the customer is desirous to close the account. ? If the bank finds that the account is inoperative for a long duration. ? If garnishee order is issued by the court of Bank Asia. ? To prevent money laundering some times Bangladesh Bank order to the bank to close the account of the black money holder. To close the account, the cheque has to be returned to the bank. Bank Asia takes all the charges by debiting the account and remaining balance is then paid to the customer. Necessary entries are given to the account closing register and computer. . 2. 4 ISSUING OF PAY ORDER [pic] A pay order is an instrument from one branch to another branch of the same bank to pay a certain sum of money to the person there on or to his order. Unlike the cheque, there is no possibility of dishonoring pay order because before issuing PO, bank takes the money of the pay order in advance. The pay order purchaser has to apply in a prescribed form with a credit voucher for the amount of pay order and other credit vouchers for commission and VAT. 4. 2. 5 TELEGRAPHIC TRANSFERS (TT) [pic] TT is the quickest method of transferring funds from one place to another.
The remitting branch sends a telegraphic/ telephone message to the other end, to pay a certain sum of money to a named payee. Such a message is usually sent in code language. Prefixing or suffixing a check cipher authenticates the message. A check cipher for a remittance is worked out on a test key table, access to which is allowed only by authorized officers. The codebook is always kept in the custody of authorized officers. All T. T. are following by written confirmations under the signature of authorized officer of the remitting branch. The receiving branch, after thoroughly checking the telegraphic message, acts on it. . 2. 6 ISSUING CERTIFICATE [pic] Bank Asia provides different certificates to its clients and customers. It provides Bank Certificate to its clients for opening BO account and deduct Tk. 200/- as service charge. Bank Asia provides solvency certificate too to prove that their client is financially solvent. This solvency certificate is needed if client is willing to go to abroad or opening new business. 4. 3 ACCOUNTS DEPERTMENT [pic] Following things are done by the Accounts Department: ? Pass outward instrument to the clearing house. ? Pass inward instrument to respective department. Return instrument in case of dishonor. ? Prepare OBC and IBC for the respective branch and head office. ? Verify daily’s cash expenses and issuing cash voucher sleep for different necessary daily expenses. ? Issuing credit voucher for remittance coming from abroad. ? Receiving clearing cheque from teller department and bank wise separate the cheques and send those to the clearing house. ? Recording of return cheque from different banks and back to return it to the clients. ? Prepare OBC request letter to head office for collecting fund out side of the city. The following entries are given if the cheque is honored.
Customer A/C Debit Bank Asia general A/CCredit Bank Asia Principle Branch clears its cheque through the head office as well as the cheque of other branches, because it is only permitted. The other branches send the instrument through IBCA. Bank Asia principle branch act as an agent in this case. For this the concern branch gives the following entries: Bank general A/C Debit Customer’s A/C Credit If the instrument is dishonored, the instrument is returned to the concerned branch through IBCA along with the following entries: Incase of return for inward instrument. Bank general A/CDebit Customer’s A/CCredit
Incase of return for outward instrument: Customer A/C Debit Bank general A/CCredit Incase of returning an instrument the respective officer usually looks for following reasons: ? Insufficient fund ? Drawer’s signature differs. ? Amount in word and figure differ ? Refer to drawer ? Stop payment ? Not arrange for ? Effect not cleared may be presented again. Receiving cheque for collection: In Bank Asia, cheques of its customers are received for collection from other banks. In case of receiving cheque, following points should be checked. ? The cheque should not carry a date older than the receiving date for more than 6 months.
In that case it will be a ‘stale cheque’ and it will nit be allowed for collection. Again the date of the cheque should not be more than one day forward than the receiving date. ? The amount in figures and words in both sides of the pay-in-slip should be same with the amount mentioned in the figure and word in the cheque. ? The name mentioned in the cheque should be same in both side in pay-in-slip and it should be the same with the name mentioned in the cheque. ? The cheque must be crossed. 4. 4 CREDIT DEPERTMENT [pic] Consumer Credit is a part of Credit Department which involves in generating loan to the client.
Bank Asia Station Road Branch provides four categories of loans those are as follows: 1. Consumer Durable Loan. 2. Auto Loan. 3. House Finance. 4. Unsecured Personal Loans. 4. 4. 1 HOUSE FINANCE [pic] Regulations for House Finance Loan: ? House Finance Loan is provided for the long period of time (Maximum 15 years including 1 year grace period). ? Loan to price ratio: The loan to price ratio is 80%. It means bank finance 80% amount of required amount. Bank provide loan for the construction which is already completed up to ground floor. ? Rate of interest of house finance loan of Bank Asia is 16%. ? Loan size: Loan Size is Tk. 3, 00,000. 0 to Tk. 50, 00,000. 00. ? Maximum Exposure (Bank Equity) 20%. ? Age of the applicant must be between 25-65 Years. ? DBR: DBR (Debt Ratio) have to 40%. ? Processing Fee: 0. 5% or 5000/- whichever is higher. 4. 4. 2 CLOSING OF AN ACCOUNT [pic] Regulation for Auto Loan: ? Auto Loan is provided for purchasing new vehicle. ? Loan to price ratio: If it is recondition car bank will finance 80% of the total price and if it is new vehicle bank will finance 90% of the total price. ? Rate of interest of Auto Loan is 16%. ? Loan size: Loan Size is maximum Tk. 20, 00, 000. 00. ? Maximum Exposure (Bank Equity) 20%. ? DBR: DBR (Debt Ratio) have to 40%. Tenor: Auto Loan provided for 60 months (for recondition vehicle), and for 72 months (new vehicle). ? Processing Fee: 1% or 5000/- whichever is higher. ? Age of the applicant must be between 25-65 Years. An application is provided to BRTA as if the vehicle is registered at the name of Bank Asia & the applicant. 4. 4. 3 CONSUME DUALE LONE [pic] Consumer Durable Loan provided to business man as financial assistant. There are some rules and regulations for consumer durable loan those are as follows: ? Loan size: Loan Size is Tk. 50, 000. 00 to Tk. 5, 00,000. 00. ? Rate of interest of Consumer Durable Loan is 17%. Maximum Exposure (Bank Equity) 40%. ? DBR: DBR (Debt Ratio) have to 33%. ? Tenor: Auto Loan provided for minimum 6 months or maximum 48 months. ? Processing Fee: 1% or 1000/- whichever is higher. ? Age of the applicant must be between 25-57 Years. ? Loan to price ratio 70%. 4. 4. 4 UNSECURED PERSONAL LONE [pic] Unsecured Personal Loans for service holders, business man will not apply for this type of loan. There are some rules and regulations for Unsecured Personal Loans those are as follows: ? Loan size: Loan Size is Tk. 25, 000. 00 to Tk. 5, 00,000. 00. ? Rate of interest of Consumer Durable Loan is 17%. Maximum Exposure (Bank Equity) 20%. ? DBR: DBR (Debt Ratio) have to 33%. ? Tenor: Auto Loan provided for minimum 12 months or maximum 48 months. ? Processing Fee: 1% or 1000/- whichever is higher. ? Age of the applicant must be between 25-57 Years. ? Loan to price ratio: Not applicable. 4. 4. 5 NECESSARY DOCUMENTS FOR A LOAN PROSESSING [pic] ? Latest license copy provided by the city corporation (Trade License). ? TIN Certificate. ? Nationality certificate/ Passport. ? Income statement (Last 6 months). ? Statement of purpose of loan. ? Reference. ? Guarantor’s information and his/her photograph. Utility bill (telephone bill, electric bill etc). ? Necessary information of existing assets and liability. ? Bank transaction last six months. ? Sources of funds from which borrower can repay the loan. ? Received security advance cheque against loan amount which is properly signed by the borrower. ? Joint necessary stump with the loan application book. Stamp charge may receive on cash or adjust from the account of the applicant. 4. 4. 6 GENERAL POLICY GUIDELINE [pic] ? Bank Asia make loan to the reputed clients. ? Encourage lending to socially desirable, nationally important and financially variable sector. Satisfactory security and collateral is required including source of repayment both primary and secondary source. ? Bank Asia may consider terms loan with maturity up to five years. ? Bank Asia extent credit facilities to the area, which the branch located and size and ability of its stuff to supervise and monitor the same also considered. ? Maximum size of the loan port folio. ? The banking corporation act 1991 restricts lending to any single obligor or a group of companies up to 15% of the capital funds of bank without having approval of Bangladesh Bank.
With the Bangladesh Bank the maximum limit can go up to 100% of the capital of the bank. 4. 4. 6 CIB REPORT [pic] Bangladesh Bank established Credit Information Bureau (CIB) with a view to provide information of the borrower to the schedule banks as per requirement. It is one of our credit policies that the bank wilts not sanction/ disburses any loan facility to a defaulter. Therefore to process a loan CIB report is mandatory one. So by CIB inquiry we can get the report on our clients from Bangladesh Bank. As per credit policy a Loan outstanding of Tk 50,000. 0 and above must be reported to Bangladesh bank Inputs the information of all the borrower status in CIB report whether he is defaulter or not. So the purpose of CIB is to get the borrower(s) credit information with a view to sanction a loan. This is very important because without having CIB a loan cannot be sanctioned. It is also a tool for discourage loan defaulter in our country. CIB functions can be divided into two classes: CIB Inquiry. CIB Reporting. CIB INQUIRY: The following forms are required for CIB Inquiry: 01. Letter of Undertaking (Annexure – Ka) to be obtained from the individual client. 02. Inquiry Form: CIB – 1A
It covers the information of the debtors / individual borrower or company. Name ET address is mentioned here. It is to be filled up by the bank in Capital letter/ type. 03. Inquiry Form: CIB – 2A For institutional client this is necessary. It covers the information of the owners of the concerned borrowing company/firm. In case of individual client this form is not necessary. 04. Inquiry Form: CIB – 3A This form covers the information of group related business concern of the borrower and any of its owners. Special Note: The name of the borrower / owners should be mentioned in full and must not be abbreviated.
CIB REPORTING: The followings forms are required to report to Bangladesh Bank at monthly or quarterly basis. In case of loan limit one crore ET above it is need to be reported monthly and the entire loan amounting Tk. 50,000/- above are required to report quarterly. Form: CIB-1This from is related to borrower information only. Proper sector code and other information should be incorporated properly. Form: CIB – 2 This form is related to the owner(s) information of the borrowing company. Owner’s code and other information should be incorporate properly. Form: CIB – 3
This form is related to group / affiliated concern(s) information of the borrower and or any of its owners. Form: CIB – 4 This form represents the credit exposure of the borrower with the reporting bank. Dotted boxes are need not required to be reported. Economic purpose code, security code, Classification status and other information should be incorporated property. Form: CIB – 5 This form is related to the guarantor(s) information of the borrower. All the form should be filled in full name with proper address, Abbreviated name are not acceptable. The impact of CIB in our country is very positive. CIB discourage loan defaulters.
A loan defaulter cannot participate in any election as a candidate. It is also a way to harass the defaulter socially. At the initial stage of CIB [about 1990] total classified Loan was detected 41 %. By introducing CIB the percentage of classified loan could be minimized. So indirectly it helps our economy. It also helps the schedule bank by way of providing information as per requirement. [pic] PART D PERFORMANCE EVALUTION BANK ASIA (PATHERHAT BR. ) [pic]5: PERFORMANCE EVALUTION BANK ASIA (PATHERHAT BR. ) [pic] 5. 1 DEPOSIT [pic] Bank Asia, Patherhat Branch launched it operation on 13th April,2012.
AD The deposit volume of Bank Asia Ltd, Patherhat Branch, Chittagong is continuously increasing. The deposit amount is 19 crore at |April,2012. Through the following table the deposit position of Bank Asia Ltd Branch is shown. Showing monthly Deposit of Bank Asia Ltd. Patherhat Branch from the month of December,2011 to April,2012. Deposit (Amount in Crore) |Month |December |January |February |March |April | |Deposit |167446961 |174431349 |178152397 |173798455 |190064299 | 5. 2 ADVANCE [pic]
The credit volume of Bank Asia Ltd, Patherhat Branch is increasing day by day. Showing monthly Deposit of Bank Asia Ltd. Patherhat Branch from the month of December,2011 to April,2012. Loans and Advance |Month |December |January |February |March |April | |Loans and Advance |12442268 |9877521 |10921573 |15813095 |19803015 | 5. 3 TOTAL INCOME [pic] The total income of Bank Asia is increasing day by day. Net loss of the branch is decreasing day by day by its acclerated efforts to go the horizon of Profit. Month |December |January |February |March |April | |Total Inocme |1585091 |1760171 |1595499 |1777016 |1957001 | 5. 4 TOTAL EXPANSE [pic] With expansion of opeation of the branch, the total expense of the branch is incrasing day by day. |Month |December |January |February |March |April | |Total expense |3236019 |2337849 |9169238 |2372934 |2407706 |
Position for the month of March, 2012:- |Particulars |Monthly Position of February 2012 |Monthly Position of March 2012 |Cumulative up to March, | | | | |2012 | |Total Deposit |178,152,397. 55 |173,798,455. 59 |173,798,455. 59 | |Total Advances |10,921,573. 95 |15,813,095. 60 |15,813,095. 60 | |Interest Income |1,571,766. 70 |1,745,422. 9 |5,052,804. 32 | |Other Income |23,732. 57 |31,593. 58 |79,882. 32 | |Total Income |1,595,499. 27 |1,777,016. 70 |5,132,686. 35 | |Interest Expenses |1,393,856. 72 |1,488,478. 72 |4,387,861. 15 | |Other Expenses |775,381. 63 |884,456. 00 |2,492,141. 53 | |Total Expenses |2,169,238. 35 |2,372,934. 4 |6,880,002. 68 | |Net Provisional Profit/Loss |(573,739. 080 |(595,918. 77) |(1,747,316. 33) | |Foreign Inward Remittance |2,415,193. 08 |1,984,934. 01 |6,289,562. 22 | of Bank Asia, Patherhat Branch is given below– [pic] PART E JOB PART [pic]6: JOB PART [pic] 6. 1 JOB DESCRIPTION [pic] In order to achieve best service quality Bank Asia has separate department called “CUSTOMEN SERVICE DEPARTMENT”, which is responsible of maintaining over all services of the bank to satisfy customers.
To establish world class guest experience in all its operations it mainly focusing on people, infrastructure, technology, products and process. In order to ensure such experience Bank Asia always looks for enthusiastic people as employee and interns as well. I was doing the Internship under customer service depertment from January 25March, 2010 to May 25, 2012 in Patherhat branch. 6. 2 KEY RESPONSIBILITIES [pic] ? Ensuring first hand services to the client. ? Keep observing the service activities during the service hour. ? Guiding lost clients to have proper services. ? Having clients suggestion and complains and reporting to BM. Ensuring clients solutions and quality services. ENSURING FIRST HAND SERVICES TO THE GUEST: [pic] Bank is a financial institution so it is very tuff for a guest to know each service point. They sometimes come up with such problems for which they need not to talk to customer service manager or Branch manager. Like – how to write a deposit slip or how to use ATM card in booth etc. in that situation my primary duty was to greet them so that they rely upon me to have on the spot service. On the other hand my primary duties are understanding guest’s problem and guide him or her to talk with the right person on the right desk.
KEEP OBSERVING THE SERVICE ACTIVITIES DURING THE SERVICE HOURS: [pic] During the service hour, many unusual situations may arise. So my another duty was to keep looking into those situations and make instant solutions like keep looking whether staff behaving the way they should behave or not. To look after whether any staff is ignoring any customers or not, was my another job duty. GUIDING LOST GUESTS TO HAVE PROPER SERVICES: [pic] It is usual situation that different professions people come to bank every day. Some profession people come to bank for the first time and doesn’t know verall service arrangement of the bank. They enter into the branch and starts wondering around within the bank. They get completely lost. So, my responsibility was to listen and guide them in a proper way. HAVING CUSTOMER SUGGESTION AND COMPLAINTS [pic] Since each branch is a touch point for the bank so it’s the better option for SQ department to have better guest experience. Another duty is to collect such suggestions and complain from guests and reporting to the Branch Manager. ENSURING CUSTOMER SOLUTION AND QUALITY SERVICES [pic] A guest should have a complete solution of a problem from branch.
If it is not possible for customer service officer then take him/her to customer service manager even if it is not possible for the CSM then take him/her to BM. In the meanwhile I have to ensure the quality service to the guest. 6. 3 DIFFERENT ASPECTS OF JOB [pic] There are five essential areas to excellence in guest experience. Bank Asia Client experience standard will apply it the five aspects for excellence in guest experience listed below— 1) People 2) Premises 3) Papers 4) Processes and 5) Practices ?? People: The team who serves the clients. ??
Premises: The location or place where we serve the clients. ?? Papers: The documents we use to provide and receive information and to communicate with our clients and colleagues. ?? Process: the process that enable us to delight our clients. ?? Practices: the way we interact and talk with our clients. For keep concentrating on service issues, Bank Asia has prepared client experience fundamentals for its entire team member. Bank Asia’s client standards are— o BOLD: All team members are will be bold and on behalf of their clients and colleagues. They will be first to greet, first to listen and first to make any suggestions.
They are the persons who satisfy the demands of the clients even if they are unexpressed o RELIABLE: The team member will take full ownership in serving their clients to their complete satisfaction o APPEALING: The team members have to ensure that all clients touch points are appealing and inviting o CONSISTENT: The team members will ensure that their clients experience quality is consistent in all aspects across all clients service point all the time. Apart from the above mentioned jobs, I was appointed for following works as well. Software called Stelar where I have to do: ??
CIF (Customer Information Form). ?? A/C verify & close ?? FDR, DPS opening ?? Cheque book, ATM card issue, Active. My major job purpose & principle accountabilities in the banks are as follows: ?? Ensure account opening, modification, closing, and ATM card & Cheque book requisition and remittance activities. ?? Implement client service strategies to achieve Bank Asia objective and plans ?? Ensure quick resoling of client quires and issues ?? Efficiently handle customer complains ?? Properly maintain FDR, ATM, Account and other registers ?? Receiving checks, issue cheque book, Fund transfer ??
Verifying check book register, Customer Signature verification ?? Writing pay order, Statement inquire ?? Checking balance as per individual customer request ?? Providing all kinds of general banking information to the customers ?? Issuing check books and posting them into the system. 7: RECOMMENDATION [pic] ? Since the branch is situated in a suitable place, so it should introduce ATM Booth of its own very soon. ? Clearing Department should be under online. ? Locker should be introduced. ? To reduce the working presure of the existing employees new capable employees should be employed. Since there are huge number of coverage loan, a recovery team should be introduced. ? Banks marketing policy should be more stronger to influence big corporate clients joint with them. ? Bank Asia can introduce about their product and service through different TV channels. So that every initiative of the bank can go at the door the customers. ? More training facilities should be introduced for the junior officers. 8: CONCLUSION [pic] Bank Asia Limited is one of the most renowed growing bank in the country. It is true that Bank Asia increase its growth and popularity with in very short period of time.
It has ensured because they have efficient, capable, professional, talent work force. All the officers are very much comitted, helpful and cooperative so that necessary information accumulate through this report. I wish total success of Bank Asia Limited, Pather Hat Branch, and special thanks to Mr. Niaz Ahammed Rashed (FAVP & Manager), SantoshKumar Bhowmik (EO & Sub Manager), and all officers &employees of Patherhat Brahnch, Chittagong. 9: GLOSSARY [pic] IBC:- Inward bills for collection. OBC:- Out ward bills for collection. CIB:- Credit Information.
IRC:- Import Registration Certificate. ERC:- Export Registration Certificate. TIN:- Tax Identification Number. BIN:- Business Identification Number. L/C:- Letter of Credit. FDR:- Fixed Deposit Regular. SME:- Small and Medium Enterprise. CCI&E:- Chief Controller of Import and Export. LCA:- Letter of Credit Authorization. B/L:- Bill of Lading. B/E:- Bill of Exchange. STD:- Short Term Deposit A/C. SOD:- Secured Over Draft. LBC:- Local Bills for Collection. LTR:- Loan Against Trust Receipt. FOB:- Freight On Boat. DBR:- Debt Burdeb Ratio. CPV:- Contract Point Verification.
SWIFT:- Society for Worldwide Inter-bank Financial Telecommunication. ICC:- International Chember of Commerce. 10: BIBLIOGRAPHY [pic] • Bank Asia Limited. Management Trainee Report. • Bank Fund Management, Dr. A. R. Khan. • Jeff Madura. International Financial Management. (West Publishing company, 4th edition, 1995). • Rose, P. S. (1999). Measuring and Evaluating Bank Performance. Commercial Bank Management, Fourth Edition. • Annual Report of Bank Asia Ltd. • www. bankasia. com TITLE OF INTERNSHIP: GENERAL BANKING PRACTICE OF BANK ASIA LIMITED Objective of the Study:
The major objective of the study is to evaluate the general banking practice of Bank Asia Ltd. To achieve these major objectives, the specific objectives of the study are mentioned below: 1. To high light the authorities involved in general banking of Bank Asia Ltd. 2. To examine the Account opening system of Bank Asia Ltd. 3. To show the Product or Services of Bank Asia Ltd. 4. To evaluate the General Banking Function of Bank Asia Ltd. 5. To find out problems of general banking practice of Bank Asia Ltd. 6. To give suggestions for improving of general banking practice of Bank Asia Ltd. ———————– BANK ASIA | | |CHAIRMAN | |PRESIDENT AND MANAGING DIRECTOR | |DEPUTY MANAGING DIRECTOR (DMD) | |SENIOR EXECUTIVE VICE PRESIDENT (SEVP) | |EXECUTIVE VICE PRESIDENT (EVP) | |SENIOR VICE PRESIDENT (SVP) | |VICE PRESIDENT (VP) | |FIRST VISE PRESIDENT (FVP) | |ASSISTANT VICE PRESIDENT (AVP) | |FIRST ASSISTANT VICE PRESIDENT (FAVP) | |SENIOR EXECUTIVE OFFICER (SEO) | |EXECUTIVE OFFICER (EO) | |SENIOR OFFICER (SO) | |MANAGEMENT TRAINEE OFFICER (MTO) | |OFFICER | |JUNIOR OFFICER (JO) | |ASSISTANT OFFICER (AO) | |BANKING OFFICER (BO) | |TRAINEE OFFICER (TO)/TELLER | | [pic] [pic] [pic] [pic] [pic]
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