Internship report on Standard Bank

8/19/2019 Internship report on Standard Bank

1/53

Table of Contents

SL No: Title Page No

Title Flyer

01 Title and Cover Page

02 Letter of Transmittal03 Acknowledgement

04 Eec!tive "!mmary

Chapter One Introduction to the Organization 02-2

1#1 Creation of $iew Point 03

1#2 $ision 03

1#3 %ission 03

1#4 &'(ectives 03

1#) "logan 03

1#* +oard of ,irectors 041#- ".onsors 04

1#/ %anagement Teams 0)

1# +rances and etworks 0*13

1#10 ,ivisions and etworks 131)

1#11 Financial "!mmary 1)1*

1#12 !man 5eso!rces 1-

1#13 Prod!cts and "ervices 1/21

1#14 istory of Panta.at +ranc 21

1#1) &'(ectives 21

1#1* &rgani6ational "tr!ct!re 2223

Chapter T!o Introduction 2"-2#

2#1 7ntrod!ction 2)

2#2 "tatement of te Pro'lem 2*

2#3 5ationality of te "t!dy 2*

2#4 &'(ectives of te "t!dy 2-

2#) "co.e 8 Limitation of te "t!dy 2/

2#* %etodology of te "t!dy 2

Chapter Three $nal%sis and &iscussion 0-"'a(or )indings ""

Chapter )our Conclusion * +eco,,endations "-"

5ecommendations 4*4-

Concl!sion 4/

A..endi 4)2

+i'liogra.y )3)4


2/53

SL No: Title Page No:

2

Chapter Se.en: Conclusion * +eco,,endations Page: /-"

Chapter OneIntroduction to

the OrganizationLearning Objectives• To 1no! creation and .ie!points

of SL3

• To 1no! oard of &irectors4

sponsors4 ,anage,ent tea, of

SL3

• To 1no! ranches and net!or1s

and di.isions3

• To 1no! financial condition of the

ban13

• To 1no! their deposit products

and other ban1ing acti.ities3

• To 1no! different t%pes of


3/53

1.1 CREATION AND VIEWPOINTS

+ank is te most im.ortant financial instit!tions in a co!ntry# 7n +anglades tisinstit!tions is grad!ally increasing# Tese 'anks are el.ing in te .rogress of economy

of +anglades# "tandard +ank Limited 9"+L: was incor.orated as a P!'lic Limited

Com.any on %ay 11; 1 !nder te Com.anies Act; 14 and te +ank acieved

satisfactory .rogress from its commercial o.erations on 3rd

Tro!g all tese myriad activities "+L as created a .ositive im.act in te %arket#

1.2. VISION

Te 'ank is marcing forward wit te vision of it wo!ld serve as .artner and advisor of

te clientele to trade; commerce and ind!stry#

1.3. MISSION

Te mission of te 'ank is to 'e !tmost tr!stworty stakeolder; caref!l; committed for

e=!ita'le and s!staina'le growt 'ased on diversified de.loyment of f!nd>reso!rces

leading te 'ank to te .eak of ealty and wolesome financial instit!tion#

1.4 OBJECTIVES

• To 'e a dynamic leader in te financial market in innovating new .rod!cts as

to te needs of te society#

• To earn .ositive economic val!e addition 9E$A: eac year to come#

• To to. te list in res.ect of cost efficiency of all te commercial +anks#

• To 'ecome one of te 'est financial instit!tions in +anglades economy

.artici.ating in te most significant segments of '!siness market tat we serve#

1.5. SLOGAN

3

Cha ter Oe! Itr"#$%t&" t" the Or a&(at&"


4/53

"logan; wit wic te 'ank as 'een ste. forward; is ?"etting a new standard in

'anking@#

1.) BOARD O* DIRECTORS

Ta'le 21; sow list of +oard of ,irectors of "tandard +ank Limited#

Na,e &esignation

%r# Ba6i Akram!ddin Amed Cairman

%r# Bamal %ostafa Cowd!ry ,irector

Ala( %oammed "ams!l Alam ,irector

%r# A'd!l Aad $iceCairman

%r# a(ee %d# !r!l a=!e "owdagar ,irector

%r# Ferdo!s Ali Ban ,irector

%s# Far6ana o!s!f ,irector

%r# Dia!l a=!e Bondker ,irector

"aik %es'a ddin ,irector

"aa6ada "yed i6am!ddin Amed ,irector

1.+ SPONSORS

Ta'le 22; sows list of s.onsors of "tandard +ank Limited#

Na,e &esignation

%r# %oammad !r!l 7slam ".onsor %r# ani o.al "aa ".onsor

%r# Ala( %oammad Ay!' ".onsor

%r# Fero(!r 5aman ".onsor

%r# ar!n 5asid Cowd!ry ".onsor

%r# %d# %on6!r!l Alam ".onsor

%r# "#A#%# ossain ".onsor

%r# %oammed A'd!l A6i6 ".onsor

%r# ar!n &r 5asid ".onsor

1.,. MANAGEMENT TEAM

4


5/53

%anagement team is te most im.ortant .art of an organi6ation# Fig!re 21; sows

management team of "tandard +ank Limited#

Ta'le 22; sows list of %anagement Teams of "tandard +ank Limited#

Na,e &esignation

"#A# Faroo=!i %anaging ,irector

%r# %d# a6m!s "alein ,e.!ty %anaging ,irector

%r# A#F#%# i6am!l 7slam Cowd!ry +oard "ecretary 8 E$P

%r# %d# A'!l ossain E$P

%r# %d# a6r!l 7slam "$P

%r#"yed Anis!r 5aman $P

%r#%d# "ader Ali Princi.al

%r#asir Amed "A$P

%r#%d# "ana!lla "A$P

%rs#Ar6oomand +eg!m A$P

%rs#5!mana B!t!'!ddin "A$P

%r#"#%# %i6an!r 5aman A$P

%5#5e6a!l Barim A$P

%r#%# Afa6 ddin A$P

%r#%d# "afi=!l assan A$P

%r#Daangir Alam A$P

%rs#5!'ina Ban "E&

%r# 7'raim Balil "E&

1.-. BRANCES AND NETWOR/S

)


6/53

All over te co!ntry; tere are 2/ 'rances of "tandard +ank Ltd# Ta'le 23; sows tose

'rances#

Table: 2-: ranches of SL

56$& O))IC656$& O))IC6

Cam'er +!ilding 93rd

floor:; 122124 %oti(eel

C>A#; ,aka1000#

PA+G-1-)*/; -1*134;

))/3-); )*02; Fa

-1-*3*-; -1*0-/

"wift",+L+,,; Email

[email protected];

www.standardbankbd.com

SL

No

ranch Na,e *

$ddress

Contract Person *

'obilel Phone No

TeL )a7 4e-,ail * S8I)T IC

01

9A,:P+INCIP$L ranch

%etro.olitan Cam'er

+!ilding 9ro!nd

Floor:

122124; %oti(eel

C>A

,aka 1000

+anglades

%r# A# F# Damal

ddin;

E$P 8 %anager

%r# %oammad Ali;

$P 8 ,y#%anager

PA+G H// 02 )*02

)-0/3 9Foreign Ecange

,e.t#:

Fa H//02))044

Emailpbmanager@standardbankbd.

com

"I7FT ",+L+,,102

02

9A,:95$TN;ON


7/53

03

9A,:I'$';ON< ranch

+ellal %arket

-; %o!lvi +a6ar;,aka;

+anglades

%r# %d# "!r!( Ali;

A$P 8 %anager

%o'ile 01-1

*4/*1)

%r# Ba6i %oid!r

5aman; "enior

Eec!tive &fficer

%o'01-11*1/*)1

Tel H//02-311243; -31*/20

Fa H//02-311243

[email protected]

"I7FT ",+L+,, 104

04

9A,:

TOP95$N$ +O$&

+$NC5

Crescent Centre

3*; To.kana 5oad

,aka 1000;

+anglades

%r# Ekram 5a!f

$ice President

%o'01113)*34/

%r# +elayet ossain;"enior Eec!tive

&fficer

%o'01/1022*44

Tel H//02 )-1413 > 02

-1*/-*

Fa H//02)-1413

[email protected]

"I7FT ",+L+,, 10)

0)C5O8&+?5$T

ranch

Cowd!ry at

Cikandondi; P#Fatea'ad

P#"# ata6ari

Cittagong;

+anglades

%r# %# Amir ossain

"enior Eec!tive

&fficer

%o'01/1332303

Tel H//031*/322); */3342

[email protected]

0*

9A,:$;+$$& ranch

ossain Cam'er 9F:

10); Agra'ad C>ACittagong;

+anglades

%r# !r!s "afa; $ice

President

%o'01-11/01--

Tel H//031-11/0/> //031

-13432

[email protected]

[email protected]

S8I)T : S&L&&5 =0/

0-

9A,:95LN$ ranch

Cam'er +!ilding

9ro!nd floor:

%s# aider !r!n

aer; "enior $ice

President

%o'01-11/*)/

Tel H//041-32*)); -32*33

Fa H //041-32*33

[email protected]

"I7FT ",+L+,, 10/

-

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


8/53

); B,A Aven!e

B!lna; +anglades

0/

9A,:;LS5$N ranch

4>A Bemal Atat!rk

Aven!e

!lsan2; ,aka

%r# %am!d "arif;

Eec!tive $ice

President

%o'011/1-*1*

Tel H//02//101); //)1*4

Fa H//02//)1*4

[email protected]

"I7FT ",+L+,, 10

0

9A,:S?L56T ranch

"ylmart Com.le

aya "arak

East Dinda +a6ar

"ylet; +anglades

%r# %d# a6nafar

Ali; "enior Assistant

$ice President

%o'01-1*)21-2)

Pone o#H//0/21-10434;

-21/42

[email protected]

10'NS5I95OL$

ranch

,# # 5oad

"am.!r; Pagla

,aka; +anglades

%r# #A#D#%

%aegir;

"A$

%o'01/1/0*3)1

%r#%oid!l islam;

Eec!tive &fficer

%o'01-1)3*4/*)

Tel H//02-41/-

[email protected]

11

9A,:

Cittagong;

+anglades

%r# Bondkar 5afi=

6Daman;

"enior $ice President

%o'01-11-//2/

%r# Pra'ir 5an(an

,as

Assstant $ice

President

%o'01-141313/3

Tel H//031*121//

Fa o# H//031*121//

[email protected]

"I7FT ",+L+,, 112

12

9A,:)O+6I;N

6@C5$N;6

ranch

%r# ayem A'd!r

5asid $ice President

%o'0114-433)

Tel H//02 -1*0-/-; )-133

*a0 ! ,,2+1)+,+

[email protected]

/

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


9/53

/1; %oti(eel C>A

,aka1000

%r#"afi=!l 7slam

A$P

%o'01/1/)0212

SWI*T ! SDBLBDD 113

13

9A,:&5$N'ON&I

ranch

o!se o# J 4;

5oad o# J 2- 9&ld:

,anmondi; ,aka

%r# Ba6i %d# Tala;

$ice President

%o'01/1)0-3*

%r# %osnoon Ali

"enior Eec!tive

&fficer

%o'01-1*43/3-

Tel H//0214)-3-; /1)**21

)a7 : A-02-#="//

[email protected]

"I7FT ",+L+,, 114

14#

9A,: ttara 'odel To!n

ranch

Plot-113/C, Road # 7,

Sector-4

ttara %odel Town;

ttara; ,aka

%rs# "yeda Baleda

+eg!m; "enior $ice

President

%o'01-1)1**3*

%r# "aif!l 7slam

"enior Eec!tive

&fficer

%o'01-1)/**111

Tel H//02/))1-1; /))1-2

Fa H//02/))1-2

[email protected]

om

"I7FT ",+L+,, 11)

1)T$96+5$T ranch

Takerhat Bazar –

Nosipr,

Ra!oi

%adari.!r

%r# Anwar ossain;

Assist $ice

President#

%o'ile o# 01-2

)-)

[email protected]

1*P$NT5OP$T5

ranch

"oldi! No$ 1%&

"eik 5!ssel "=!are

Plot o# K *; , Tower

%r# Ba6i &'aid!l Al

Far!k; Assistant $ice

President

%o'01-1)03*3-2

Tel H//0214423; 142//)

[email protected]

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


10/53

Panto.at; ,aka

1-#

9A,: ;LS5$N-= ranch

'da( To)er

)->A !lsan Aven!e

9"o!t:

Circle K1; !lsan

,aka1212

%r# Asek A'edin;

"enior Eec!tive

&fficer

%o'ile 01-1

304030

Tel H//02//11*41

Fa H//02//2-/)0

[email protected]

SWI*T! SDBLBDD 11+

1/#+$


11/53

%o'ile 01-14

0*1)/

22#C&$ $B6N6

ranch

EC %ore 9Point:

-41; East asira'ad 91st

Flr#: Cittagong

%r#Ta(!l 7slam

Cowd!ry; "enior

Eec!tive &fficer#

%o'01/13/*//-

Pone no# 0312/)040; 031

2/)041

[email protected]

23

69+I$9eranigon(D

ranch

asna'ad

nion "!vidya

Ek!ria Beranigong;

,aka

%r# %d# Amin!r

5aman Ban; "E&

8 7nCarge

%o'01-130*2*

Phoe No* 77+11

[email protected]

24;OP$L;ON<

ranch

City "=!are "o..ing

%all

College 5oad

o.algon(

%r# A'd!l %annan

Ban $ice President

8 7ncarge

%o'ile 01-1*

*3*-4

Pone oH// 0**/*1)-0; *1)-1

[email protected]

2)$N$NI ranch

Plot o 10*;

5oad o 11

+lockC; +anani;

,aka

%r# %r#5aim Ban#

"enior Eec!tive

&fficer#

%o' 01-1)

1)*4**

Tel //02//2022 ; 02//)4)

[email protected]

2*+5A%A+A57A

ranch

olding o1034;

%r# %oammad Ali

Assistant $ice

President 8 7ncarge

%o' 01-1124)4-1

Pone o 0/)1*1-//

'rmmanagerstandard'ank'd#co

m

11

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


12/53

Peyara %ia Tower;

Co!rt 5oad

+ramman'aria

2- &$95IN 95$N

ranch

2/ ,akinkan +a6ar

,akinkan9ear

ttara:

,aka#

%r#!may!n Ba'ir"enior Eec!tive

&fficer 8 7n Carge#

%o'ile01-2*

1-**01

[email protected]

2/ C5ITT$;ON; 6PE

+$NC5a6i Com.le Air.ort

5oad#

EPD ate#

%r#%d#Emdad!l

assan#"enior Eec!tive

&fficer 8 7n Carge

%o'ile01/1

3/02-/

[email protected]

2$5$&&6+5$T

+$NC5

%anila Tower;+aadderat %ore;

Cittagong

%r "eik L!tf!r

5aman

A$P 8 7n Carge

%o'01/1--004/4

Tele2))2)12;2))2)13

[email protected]

30# 'irpur ranch Contact Person

%r# A# %# %# Laskar;

"enior $ice President

%o'01-130*2*

31 %at!ail +ranc

Bona.ara; ,emra;

,aka

32 +arisal +ranc

Proposed ranches:

12

mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


13/53

1# CoMs +a6ar

2# %ir.!r; ,aka City

3# awa'.!r>ort "o!t 5oad; ,aka City

4# As!lia>awa'gon(; ,aka 95!ral:

1.1. DIVISIONS AND ACTIVITIES

=3 )inance $d,inistration &i.ision )$&D

Tis division is working to take day to day financial information a'o!t te organi6ation#

5econcile all te ead of acco!nts it will .rovide Financial "tatement information to te

+oard of ,irectors and sare olders ann!ally and semiann!ally#

23 '& Secretariat &i.ision

Tis division is s.ecially working for kee. te comm!nication 'etween %anaging

,irector of "tandard +ank Limited and its +oard of ,irectors#

3 5u,an +esource &i.ision 5+&D

Tis division is working for satisfy te organi6ationMs man.ower needs# Tis division is

res.onsi'le for recr!itment of em.loyees; give training to tem to ad(!st wit works of

te 'ank and .lacement of tem#

"3 International &i.ision I&D

Tis division is res.onsi'le for international transactions; com.etitive c!rrency ecange

rate; and many oter foreign ecange related activities#

3 ;eneral an1ing &i.ision

Tis division is res.onsi'le for kee.ing different acco!nts; clearing o!se activities;

inter'ranc transactions; cas related activities and so many oter activities#

>3 'ar1eting &i.ision

Tis division is res.onsi'le for all ty.es of .romotional activities of .rod!cts or services

of te 'ank#

/3 )oreign Trade &i.ision

13


14/53

Tis division is s.ecial ty.e of divisions wic is working for finance te e.ort and

im.ort trade of +anglades#

3 Credit &i.ision

Tis division is res.onsi'le for te activities regarding different ty.es of loan .rod!cts#

Tis division is one of te traditional divisions of 'anking sector#

#3 S%ste, and Operation &i.ision

Tis division is res.onsi'le for .rinting of different ty.es of negotia'le instr!ment 'ooks;

form; and '!ying oter tecnical instr!ments and teir re.air for official !ses#

=03 Share &i.ision

Tis division is es.ecially res.onsi'le for sare related activities; s!c as activities for

own 'ank sare olders; work as !nderwriter for oter organi6ationMs sare and so on#

==3 Credit $d,inistration &i.ision

Tis division is res.onsi'le for credit related r!les and reg!lations of te 'ank and

form!lation of new .olicy and strategy regarding credit#

=23 Internal Control and Co,pliance

Tis division is res.onsi'le for a!diting of all activities of te 'ank to see weter any

fra!d or misa..ro.riation as done 'y anyone or gro!. of .eo.le#

=3 Trade )inance &i.ision

Tis division is res.onsi'le for financing different kind of '!siness ind!stries and sectors

for te .ros.ect of te economy of +anglades#

="3 ;ar,ents &i.ision

Tis is a s.ecial division# +esides .erforming different activities of arments division;

andling of cas assistance of different sectors as .rescri'ed 'y +anglades +ank and

refinance !nder E.ert ,evelo.ment F!nd from +anglades +ank#

1.11. *INANCIAL SMMAR

Ta'le 24; sows seven years financial s!mmary of "tandard +ank Limited#

14


15/53

Se.en ?ears $cti.ities at a ;lance

Particulars 200= 2002 200 200" 200 200> 200/

A!tori6ed

Ca.ital

-)0#00 -)0#00 1;2)0#00 1;2)0#00 1;2)0#00 1;2)0#00 3;000#00

7ss!ed;

"!'scri'ed

and Paid .

Ca.ital

200#00 200#00 200#00 **0#00 -)#00 10#/0 1;02#*

Total

"areoldersM

E=!ity

212#*) 220#00 2/)#2) /)-#03 1;100#00 1;)1)#3 1;1-#44

Total Assets 2;334#-- 4;03-#// );2-4# -;1-3#- 11;0-1#00 14;441#-* 1*;/*0#)-,e.osits 2;0)4#12 2;-4#0- 4;101#)* );*12#42 /;-31#00 12;043#3 14;220#/0

Loans and

Advances

-)1#-/ 2;3*)#1/ 3;4)#-1 4;)2#24 -;/01#00 10;1/3#) 12;*34#12

on

.erforming

Loans

9PLs:

1*#*0 1/#32 23#11 33#3* 4*#33 12*#/0

PLs to

Total Credit

&!tstanding

0#00N 0#-0N 0#)2N 0#4-N 0#43N 0#4)N 0#/N

Ca.ital

Ade=!acy

5atio

2-#0)N 11#2-N 10#0-N 21#00N 1)#*3N 14#4*N 1*#*/N

7m.ort

+!siness

1;4)-#0* 2;*/#)* );1-1#// *;43)#/3 11;3)3#30 1*;144#)0 1/;2*#)-

E.ort

+!siness

/1#-- */2#4/ /-1#-4 1;-13#21 3;)3*#)0 -;)*#10 1);1*#0/

et 7nterest

7ncome

1#/* 3#14 1)0#) 2*/#20 430#/ 44#/* )))#**

on 7nterest

7ncome

32# *0#3 /2#34 1)#- 24-#* 3)4#32 )00#)4

&.erating

E.enses

-3#2 -*#3) 111#32 13*#* 1/*#2* 232#/3 323#1)

&.erating )1#)* --#-2 121#- 21#4/ 42#33 *1*#34 -33#0)

1)


16/53

Profit

&i.idend >3/F =2F 20F =F 20F 20F 20F

Cas *#-)N 12N 20N 0#00N 0#00N 0#00N 0#00N

+on!s 0#00N 0#00N 0#00N 1)N 20N 20N 20N

Earning Per

"are 9Taka: 11#*4 1)#-0 32#4* 20#00 32#01 34#2 32#20

+rances

9os:

10 13 1) 1/ 22 2*

Em.loyees

9os:

244 240 2*2 324 40) 44 )*

ote Taka in million ece.t ,ividend; Earning Per "are and +ranc#

1.12. MAN RESORCES

Te total n!m'er of em.loyees of "tandard +ank Ltd# is )*# Ta'le 2); sows te total

n!m'er of em.loyees according to teir designation#

Table: 2-: 5u,an +esources of SL

Position Nu,bers

%anaging ,irector 1

,e.!ty %anaging ,irector 1

Eec!tive $ice President )

"enior $ice President 2

$ice President 13

"enior Assistant $ice President )Assistant $ice President 1*

"enior Eec!tive &fficer 30

Eec!tive &fficer 3/

"enior &fficer 1)

A!dit officer 9Cont#: 1

&fficer )3

Pro'ationary &fficer /1

AP5& 1

Assistant &fficer /

Trainee Assistant &fficer 3/Controller of Cas 3

Cief &fficer 9Cas: 2

&fficer 9Cas: 1/

&fficer Com.!ter *

A& 9Cas: 33

A& 9Cas: Pro'ation 21

1*


17/53

A#& 9C&%: 32

1.13. DEPOSIT PRODCTS

Tere are n!m'er of de.osit .rod!cts; tat "+L offer to its target c!stomers# Tey are

$TT+$CTIB6 N68 SC56'6S O) ST$N&$+& $N9 LT&3

1. *DR 6*I7ED DEPOSIT8!

"erial o ,e.osit Period 7nterest

5ate9N:

L&A FAC7L7T

1 F,5 1EA5 8

A+&$E

12#)0N .to /0N of total ,e.osit

+alance#

2 F,5 * %onts 12#00N .to /0N of total ,e.osit

+alance#

3 F,5 3 %onts 11#)0N .to /0N of total ,e.osit

+alance#

4 F,5 1 %onts #00N .to /0N of total ,e.osit

+alance#

) "T, A>C *#00N

* "A$7" -#00N

2. DI 6DOBLE INCOME PLS8!

,5AT7& * EA5"

5AE &F A%&T 10;000 to 2);00;000 Tk#

97,7$7,AL:

L&A FAC7L7T .to /0N of total ,e.osit +alance#

PA%ET %AT57G AT %AT57T 7" "&I +EL&I

TE5E ,EP&"7T $ALE AT %AT57T* EA5" 10;000>O 20;100>O

* EA5" 20;000>O 40;200>O

* EA5" )0;000>O 1;00;)00>O

* EA5" 1;00;000>O 2;01;100>O

3. SPECIAL SAVINGS SCEME!

1-


18/53

F&5 * EA5" %ontly de.osit Tk# );000#00 %AT5E, $ALE

TB#);20;000#00

F&5 * EA5" %ontly de.osit Tk# 4;)00#00 %AT5E, $ALE

TB#10;00;000#00

4. SRDP 6SBL REGLAR DEPOSIT PROGRAM8 9&:e a; e Se%$re# #"$?9e I%"@e Pr"'ra@8!

a# AFTE5 %AT57T PA%ET

'# ,5AT7&

c# 5AE &F A%&T

d# L&A FAC7L7T

e# 7n case of deat of te de.ositor; te nominee will get do!'le of de.osit

'alance after 12 monts#

1/


19/53

Table: 2-#: 67cise &ut% on &eposit

SL3 +ange of $,ount 67cise &ut%

01# 110;000 il

02# 10;001100;000 12003# 100;0011;000;000 2)0

04# 1;000;00110;000;000 ))0

0)# 10;000;001)0;000;000 2;)00

0*# )0;000;001A'ove );000

Table: 2-=0: List of $uthorized &ealer ranches and Offices

SL3

Na,e $ddress

01# Treas!ry

ead &ffice; %etro.olitan Cam'er '!ilding; 122

124; %oti(eel C>A 93rd Floor: ,aka1000

02#

Princi.al +ranc %etro.olitan Cam'er +!ilding 9ro!nd Floor:; 122

124; %oti(eel C>A ,aka1000 +anglades

03#

7mamgon( +ranc +ellal %arket; -; %o!lvi +a6ar; ,aka ; +anglades

04#

To.kana 5oad +ranc Crescent Centre; 3*; To.kana 5oad; ,aka 1000;+anglades

0)#

!lsan +ranc 4> A; Bemal Atat!rk Aven!e; !lsan2; ,aka

0*# Foreign Ecange

+ranc/1; %oti(eel C>A; ,aka1000

0-# ttara +ranc

Plot113>C; 5oad J -; "ector4; ttara %odel Town ;

ttara; ,aka

0/# ,anmondi +ranc

o!se o# J 4; 5oad o# J 2- 9&ld:; 1* 9ew:;

,anmondi 5>A; ,aka

0#

Bat!ngon( +ranc 33; 5am(oy %oa(an Lane; Bat!ngon(; Cittagong;

+anglades

10# Agra'ad +ranc

ossain Cam'er 9ro!nd floor: 10); Agra'ad C>A;

Cittagong ; +anglades

1


20/53

11#

"ylmart Com.le; aya "arak; East Dinda +a6ar;

"ylet ; +anglades

=3=" 5ISTO+? O) P$NT5$P$T5 +$NC5

22nd A!g!st; 200) "tandard +ank Limited as esta'lised teir 1* t +ranc at Panta.at#

Te main reason for esta'lisment of tis 'ranc at Panta.at is to .rovide teir modern

'anking service to te .eo.le and organi6ations of tis area# Iit te cor.orate mission

and vision te 'ank wants to take te callenge to serve te area in te com.etitive

environment#

=3= O


21/53

I n a commercial 'ank; eneral +anking "ection is te most im.ortant .art# Tis section

is consists of activities of o.en of acco!nt; iss!e of ce=!e; .ayment; clearing of inter

'ank transaction inter 'ranc transaction; and closing of acco!nt# &.en of acco!nt is one

kind of tecni=!e of collection of de.osits from c!stomers#

? eposits are e.ts@ Te money de.osited wit te 'anker is not eld 'y im in tr!st

'!t as is de'ts to te de.ositors and te relationsi. tat eists 'etween te 'anker and

te de.ositor is strictly tat of de'tor and creditor# Te de.osits are acce.ted 'y te

'anker tro!g c!rrent and saving acco!nts witdrawal ce=!es# ,e.osits are also

'anager

Sub 'anager

Senior

67ecuti.e

Officer

Officer Officer

Probationar%

OfficerProbationar%

Officer

$ssistant

Officer

Cash In

chargeD

$ssistant

Officer$ssistant

Officer

$ssistant

Officer

21


22/53

acce.ted against de.osit recei.ts; wic are de.osited against term de.osit acco!nts#

Tose are .rimary so!rce of f!nd of a 'ank 9Fig!re 41:#

)igure: "-=: Pri,ar% source of fund of a ban1

"ection 39': of te egotia'le 7nstr!ment Act; 1//1 .rovides

Te de.osits acce.ted 'y te 'anker are re.aya'le on demand or oterwise and

witdrawa'le 'y ce=!e; draft; order or oterwise# Te total de.osits eld 'y te 'anker

are 'roadly classified as demand de.osits and time de.osits; te former 'eing .aya'le on

demand and te latter as .er terms of te de.osits#

?Cstoer @ Te egotia'le 7nstr!ment Act as not defined a Qc!stomerM '!t from

section 131 of 7A and different co!rt decisions as =!oted in 'ooks of 'anking; it a..ears

tat only tose constit!ents of te 'anker are c!stomers wo ave some sort of an

acco!nt wit im d!ly introd!ced for te .!r.ose; wit te de.osits .!t terein 'eing

witdrawa'le 'y ce=!es#

C!stomer Care ,e.artment generally deals wit te following sections#

1# Acco!nt o.ening section

2# Acco!nt section

3# Cas section

4# 5emittance 9,omestic:

"aving Acco!nts C!rrent Acco!nts Term ,e.osits

F!nd

22


23/53

Bank as te financial service ind!stry is a..roacing f!ll istorical cycle# &riginally te

'anking system o.erated as f!ll service ind!stry; .erforming directly or indirectly all

23

Chapter Two

Introduction

Itr"#$%t&"

Learning Objectives

• To 1no! bac1ground of the report3

• To 1no! state,ent of the proble,

• To 1no! rationale of the stud%

• To 1no! ob(ecti.es of the

internship and report3

• To 1no! the scope and li,itations

that hindrance the report !riting3

• To 1no! ,ethodolog% of the stud%3


24/53

financial services# +anks are direct agents to create o..ort!nities for develo.ment in a

co!ntry and also .rovide large scale of em.loyment o..ort!nities# +anks mo'ili6e

savings and make it advances to investors and 'y tis .rocess make .rofit# As tey deal

wit .!'lic money; teir form of '!siness is different from oters# +anks m!st ref!nd

.!'lics money wen tey demand; eiter it makes or not#

Eval!ation of 'ankMs C!stomer care services are te very com.le .rocess involving

interactions 'etween te clients; satisfying tem tro!g !. to date services; maintain te

internal o.erations; and eternal activities wit te different 'anks# 7n a commercial 'ank;

C!stomer care service section is te most im.ortant .art# Tis section is consists of

activities of o.en an acco!nt; iss!e of ce=!e; .ayment; clearing of inter 'ranc

transaction; and closing of acco!nt# &.en of acco!nt is one kind of tecni=!e of

collection of de.osits from c!stomers# 7n tis res.ect 'ank management needs to develo.

a com.reensive .lan in order to identify o'(ectives; goals; '!dgets and strategies tat

will 'e consistent wit te maimi6ation of sare val!es and satisfying c!stomers#

Te .rimary metod of eval!ating of 'ankMs c!stomer care services is analy6ing tere day

to day o.eration; c!stomer satisfaction; c!stomer royalty; c!stomer needs# ow all te

c!stomers want to take te easy and fast services from te c!stomer care de.artment#

C!stomer services face lots of .ro'lem related wit te modern services# Everyone wants

get online; easy; fast; modern services from te any 'ank# Eternal .erformance is 'est

meas!red 'y eval!ating te 'anks#

7n my 7nternsi. re.ort; 7 ave selected one .rivate commercial 'ank to analy6e ?Te

Practices and Pro'lems of C!stomer care services of Standard an1

Li,ited@#

All kinds of +ank are generally s!..osed to 'e esta'lised to earn .rofit and el.

economic and financial activities in a co!ntry# +ank as different division for teir

24

State@et " the Pr"?9e@


25/53

o.erations c!stomer care division is one of tem# C!stomer care is s!c an im.ortant

division in 'anking sector tat; +ank activities is totally de.ends on tat division work#

Te 'ank as no way to s!rvive wito!t client# C!stomer motivation; demotivation;

c!stomer needs; c!stomer .ro'lem is totally de.ends on tis division work# "o; C!stomer

care division .lays an im.ortant role of 'anks overall .rofit# +anks are direct agents to

create o..ort!nities for develo.ment in a co!ntry and also .rovide large scale of

em.loyment o..ort!nities# +anks are te most im.ortant of financial system of a co!ntry

and "tandard +ank is one of tem# 7t diverts and em.loys te f!nds in s!c reven!es;

wic are aimed to develo. a co!ntryMs economy; and adds to national wealt#

P anta.at +ranc is one of te most s!ccessf!l +ranc of "tandard +ank Limited#

Every year it is earning a !ge amo!nt of .rofit 'eca!se it is sit!ated in one of te '!siest

.lace in ,aka city# $ario!s ty.es of '!siness instit!tions are sit!ated ere# %ost of tem

are related wit tiles and sanitary '!sinesses# Every day tey ave to do a lot of

transactions to r!n teir '!siness .ro.erly tro!g te +ank# "o; te Panta.at +ranc

of "tandard +ank Limited is el.ing tem a lot# Today te +anking 7nd!stry is very m!c

com.etitive# "o if anyone wants to 'e s!ccessf!l ere; tey ave to cange temselves

according to te demand of te c!stomers# "o; 7 'elieve tat; working at Panta.at

+ranc of "tandard +ank Limited was very m!c el.f!l for me to get a real life

e.erience a'o!t te .resent sit!ation of te +anking 7nd!stry of +anglades wic will

'e very m!c el.f!l for my f!t!re life also#

T e o'(ective of tis .rogram and te re.ort can 'e divided into two ty.es; s!c as

+road o'(ectives and ".ecific o'(ectives#

2)

Rat&"a9e " the St$#

O? e%t&e; " the St$#


26/53

road Ob(ecti.es:

Te %ain &'(ective of te re.ort is to ?Find o!t te different .ro'lems 8 .ractices of C!stomer Care "ervice +ased on te +anking Prod!cts 8 "ervices of "tandard +ank

LtdH# +!t tis is not only o'(ective of tis re.ort# Te following are te oter o'(ectives

of te title of te re.ort#

Specific Ob(ecti.es:

To analy6e te ga. 'etween e.ectation and .erce.tion of c!stomers regardingte service .rovided 'y "+L#

To find o!t ow efficiently its .resent strategies are working#

7dentify some 'etter strategies and s!ggest it for teir .olicy im.lication#

5ecommend some .olicies; wic is el. to im.rove te c!stomer care service of

"+L#

I n tis internsi. .eriod and .re.aring of te re.ort; tere is lot of learning .oints are

availa'le; s!c as organi6ational str!ct!re of "+L and its 'ranc; organi6ational

2*

S%" e a# L&@&tat&";


27/53

environment and c!lt!re; its de.osit .rod!cts and services of c!stomer care; .ro'lems of

c!stomer care services as well as sol!tion of tat .ro'lem#

To com.lete my internsi. re.ort i face many limitations# Limitations are related wit te

.ersonal as well as organi6ation# Tose are given in 'elow#######

⇒ %y sam.le si6e is very m!c limited# 7tMs a'o!t -) sam.les# +!t; for a

com.reensive st!dy tis n!m'er is not well eno!g to serve te .!r.ose# Time

.lays a vital role in ere# ,!e to te lack of time; 7 donMt cond!ct for te 'igger

sam.le#

⇒ The aim of practical exposure program is to exercise the

practical desk works of the bank and mainly prepare of the

procedure of work on Customer care desk. But it was dicult

enough to cover the desk within this limited time period of only

2 months.

⇒ The bank’s employees were very much busy in banking hour.

o it was very dicult to get them in time.

⇒ 7 did tis 5e.ort only 'ased on te Panta.at +ranc of "tandard +ank

Limited# "o; te information 7 am .roviding ere may not 'e tr!e for oter

areas#

⇒ Learning te 'anking f!nctions witin (!st *0 days was really to!g#

⇒ Anoter limitation of tis re.ort is +ankMs .olicy of not disclosing some data

and information for o'vio!s reason; wic co!ld 'e very m!c !sef!l#

⇒ "co.e of my st!dy is so wide; d!e to lack of my knowledge; e.erience and as

a novice te analytical; com.reensive and cr!cial st!dy is not .ossi'le 'y me#

&ata Collection

2-

Meth"#"9" " the re;ear%h


28/53

To .re.are tis re.ort te data will 'e collect from two so!rces; s!c as .rimary so!rce

and secondary so!rce#

• Pri,ar% Sources

Primary so!rces are .ersonal interview and conversation wit em.loyees of te

organi6ation and te c!stomers of te "+L Panta.at 'ranc#

• Secondar% Sources

"econdary so!rces are ann!al re.orts; selected 'ooks; lect!re .a.ers of vario!s

instit!tions and we'sites related wit tis re.ort#

&ata Collection Techniue

To .re.are tis re.ort data will collect !sing interview of .ersonnel of te 'ranc and te

c!stomers wo are r!n teir o.eration in Panta.at 'ranc; ann!al re.ort of te 'ank;

different .!'lised 'ooks; lect!re .a.ers of different instit!tions and related we'sites#

&ata $nal%sis

Te collected data will 'e analy6ing !sing o'servation and teoretical knowledge 'ased

wic collected from .ractical e.eriences d!ring internsi. .eriod and different co!rses

of ++A .rogram#

2/

Chapter Three

Analysis andDiscussion


29/53

2

Learning Objectives

• To 1no! different t%pes of graph

• To 1no! !hat there position o.er

custo,er satisfaction

• To 1no! custo,er .ie!s in the

different angle3


30/53

Tis .ie cart sows te age level of te c!stomers# 7tMs a'o!t different ages of te

.eo.le# 7t sows clearly tat; 2/32 years age .eo.le !s!ally come to teir .anta.at 'ranc at a 'ig n!m'ers# %ore tan 3/ years and te range of 232- years .eo.le !s!ally

come to teir 'ank as well and itMs a'o!t 2)N#

%ost of te c!stomers of .anta.at 'ranc live in te +angla %otor and Panta.at

area# ra. sows a'o!t 303)N .eo.le live in tis area# Central road and Farmgate also

not te very small n!m'er of .eo.le live in# 7tMs a'o!t near 1)N# "tandard 'ank

.anta.at 'ranc locate in te +angla motor area# TatMs wy most of te c!stomers of

tis 'ranc are getting in tis area#

30


31/53

+angla %otor is one of te '!siest .lace in te ,aka city# %ost of te '!siness 'ased on

te tiles 8 sanitary and also different ty.es of '!siness r!n teir o.erations as well#

TatMs wy most of te c!stomer of "tandard 'ank .anta.at 'ranc is te '!siness

.erson# And also .rivate service olders also f!lfill teir needs tro!g te !sing of

'anking service as well# And teir .ercentage is more tan a'o!t 2)N#

,ifferent income level .eo.le maintain teir acco!nts in te .anta.at 'ranc# +!t;

gra. sows tat; 1)0003)000 Tk# 5ange of .eo.le s.ecially maintain teir acco!nts in .anta.at 'ranc at a 'igger n!m'er# 7tMs more tan a'o!t )0N# And oters are not tat

m!c# Tere is no more tan -)000 Tk# 7ncome range .eo.le maintain teir acco!nts in

.anta.at 'ranc#

31


32/53

%ost of te .eo.le o.en teir acco!nts in te Panta.at 'ranc for f!lfill tere needs#

TatMs wy; *-N .eo.le says tat tey o.en teir acco!nts for 5ate# And also "+L

offered ty.e of A>C to te c!stomers at 3)N# 7tMs te good way to find o!t te c!stomers

for teir 'ank#

ra. is all a'o!t te A>C ty.es tat c!stomers ave o.ened at te Panta.at 'ranc in

"tandard 'ank# Previo!sly 7 told tat; most of te c!stomers are '!siness .erson and te

.rivate service older# Tis gra. also sows tat "avings and C!rrent n!m'er is iger

tan te oters# +eca!se; only te '!siness .erson o.en te c!rrent A>C and oter ten

te .eo.le o.en te savings A>C# "5,P is te sceme of "tandard 'ank# Any .erson can

o.en it wito!t any assle# TatMs wy it n!m'er sow 3-N#

32


33/53

%odern life is very easy and fast# Peo.le want =!ick services# Tat te gra. is eactly

sows# 7t sows tat; most of te .eo.le contact to te 'ank official tro!g !sing

tele.one and .erson# +eca!se; wen we contact to te 'ank official in tele.one itMs take

less time and saves o!r val!a'le time# TatMs wy; itMs more .o.!lar in nowadays and

.ercentage is near )0N#

owadays all te 'anks as teir own we' site# "tandard 'ank is not way o!t of tat#

+!t te =!estion is; weter itMs !serfriendly or notR Te gra. sows te negative

res!lt# %ost of te .eo.les are ne!tral in tis =!estion and .ercentage is 2/N# +eca!se;

most of te .eo.le are not interested to !sing te internet# TatMs wy tey are very m!c

ne!tral in tis =!estion#

33


34/53

"tandard is very strong for teir c!stomer care services# Pie cart is sows eactly to

s!..ort tat =!estion# +eca!se; itMs all te agree# %ost of te .eo.le are very m!c agreed

for tis =!estion# Tey say; tey receive a warm; friendly greeting wen tey visit te

Panta.at 'ranc# 7tMs a'o!t *3N# And also strongly agreed .ercentage is not too little

2-N#

Ien c!stomers visit te 'ank teir transaction is andled .rom.tly# ra. sows most

of te .eo.le are agreed tis =!estion and .ercentage is )-N# ,isagree .ercentage is too

little#

34


35/53

Te c!stomers are really a..y to say tat; tere transactions are andled acc!rately#

%ore tan *0N .eo.le satisfied tat =!estion# "trongly .ercentage is also more tan

30N# "o itMs very clear tat; "tandard 'ank Panta.at 'ranc doing a good (o' for te

c!stomers# Tere transactions are andled acc!rately#

ra. sows tat; internet information is not el. a lot to solve te c!stomerMs .ro'lem#

%any .eo.le also agreed tis statement# +!t ne!tral rate is really ig# 7tMs a'o!t 3-N#

7tMs tr!e tat; internet information is not eno!g in all te ca!ses#

3)


36/53

"tandard 'ank officials are really .roactive wen any c!stomer come to teir 'ank# Tat

te gra. is eactly sows# *10 min is not tat m!c 'igger time# +eca!se; in te .ick o!r c!stomers come at a iger n!m'er# +ank officials are f!lfilled all te c!stomers

need# "o; *10 min!tes is not m!c time# 7t !s!al can a..en#

Tis gra. is sows tat most of te .eo.le are agreed tis =!estion# Tey are satisfied#

+eca!se; "+L re.resentative =!ickly identify teir .ro'lem# And te .ercentage is )*N#

7tMs a !ge n!m'er# &ter ten; strongly agree .ercentage is 2)N#

3*


37/53

7tMs no do!'t tat te "+L re.resentative a..ears very m!c knowledgea'le and

com.etent# Tey are =!alified tro!g different com.etition# "o; most of te .eo.leeiter strongly or agreed tis statement wito!t any esitations#

owadays .eo.les are look forward to te .rivate commercial 'ank# +eca!se; almostall te .rivate commercial 'ank try to el. te c!stomer and solve te c!stomers .ro'lem

as early as tey can# "tandard 'ank official always willing to el. te c!stomer# And

agree rate is iger tan te oters# 7t is more tan 44N#

3-


38/53

"+L as convenient o!r of o.eration no do!'t it# All c!stomers are really satisfied teir

'anking o!r# "+L offer etra time o!r for te c!stomers# 7tMs very effective es.ecially

for te '!siness comm!nity and for all as well# "+L total 'anking o!r is !. to * P%#

TatMs wy; c!stomers are really a..y to o.en an acco!nt at Panta.at 'ranc in "+L#

+!t in etra time a c!stomer will only de.osit te money not witdrawal te money#

ere also te +ar gra. sow tat te c!stomers really a..y for te 'ranc location# 7t is

sows tat most of te .eo.le eiter strongly agreed or agreed tis statement# Agreed

.ercentage is more tan )0N and strongly agreed .ercentage is almost 3)N# 7t is good for

"+L tat c!stomers are satisfied teir 'ranc location#

3/


39/53

Parking s.aces are not s!fficient at te Panta.at 'ranc of "+L# %ost of te .eo.le

ne!tral in tis =!estion# +eca!se; tey are not satisfied te .arking s.aces of Panta.at 'ranc# +!t many also say tere as te .arking s.aces# +!t for a 'ank it is not eno!g#

And its .ercentage is 2)N#

es at least alf of te .eo.le are agreed tis statement and .ercentage is )0N# Also

strongly agreed .ercentage is not too little# 7tMs a'o!t te 20N# "o; more or less most of

te .eo.le says tat te "+L re.resentative andle iss!es wit co!rtesy and

.rofessionalism#

3


40/53

Private 'ank is very fast and acc!rate# ere also most of te .eo.le are agreed tat "+L

re.resentative takes sort time to resolve any .ro'lem# And .ercentage is more tan 40N#Tis gra. sows tat mied reaction over te c!stomers to te 'ank re.resentative# +!t;

te agreed and strongly agreed .ercentage is iger tan te oters#

"+L re.resentatives are very m!c committed to teir work# TatMs wy; ere also most

of te c!stomers say tat te re.resentatives are =!ick eno!g to solve te .ro'lem and

take once; sometimes twice time#

40


41/53

Tis 'ar gra. .roves tat; "+L carges are reasona'le# &ver all te *0N .eo.le are

agreed tis statement tat "+L carges are reasona'le# &ter tan te .ercentage is too

little# +eca!se; c!stomers are satisfied for teir 'anking o.eration#

7tMs negative ty.e of =!estion# And *0N .eo.le are not s!..ort tis statement# +eca!se

tere is not dissatisfaction level among te c!stomers for te any doc!ments tat .rovide

"+L Panta.at 'ranc#

41


42/53

&verall; most of te c!stomers are somewat satisfied to te "+L Panta.at 'ranc for

teir c!stomer care e.erience# $ery satisfied .ercentage is 30N# 7tMs not too little# "ome

.eo.le also cose ne!tral# 7tMs mean tey are in 'etween te very satisfied and te

dissatisfied# 7tMs de.ending on many iss!es# %ost of te cases most of te .eo.le te

agreed te statement; not strongly agreed# Tat is wy 7 tink tey are somewat satisfied

is m!c iger to te c!stomer care service in "+L Panta.at 'ranc alto!g tePanta.at 'ranc is strong for teir c!stomer care de.artment#

42


43/53

Tro!g my o'servation; 7 find o!t te different tings wic are related wit te

c!stomerMs satisfaction; teir needs; e.ectation; motivation etc# Iic are given in

'elow

%ost of teir clients want to !se te modern facilities# 7n tat case; "tandard +ank

so!ld offer more facilities to te c!stomers like Credit Card; ,e'it Card etc#

Tey so!ld o.en AT% 'oot into different '!sy .laces in ,aka city as well as

wole co!ntry on te 'asis of needs of te c!stomers#

%ost of te c!stomers are not satisfied to teir we' site# Tey said tat; te we'

site is not !ser friendly# %ost of tings are not availa'le in teir we' site# +!t te

.ro'lem is tat; most of te c!stomers are not really interested to !se te internet#

And many .eo.le do not know ow to !se internet#

%ost of te c!stomers are really satisfied for teir services# Es.ecially te

c!stomerMs care service of te "+L Panta.at 'ranc is very m!c satisfactory#

%ost of te c!stomers are agreed tat; te "+L carges are reasona'le#

%ost of teir c!stomers are not satisfied teir .arking s.ace# Tey tell tat; it

so!ld 'e widened#

+anking o!r of te "+L is very m!c satisfactory to te c!stomer# +eca!se; "+L

offer widen 'anking service# And itMs very el.f!l to te c!stomers es.ecially te

'!siness .erson#

Tere 'ank location is somewat satisfied to te c!stomers; not f!lly satisfied to

te c!stomers#

&verall almost all te c!stomers are satisfied to teir services and activities#

43

Ma "r *&#& ;


44/53

44

Chapter FourConclusion &

RecommendationsLearning Objectives

• To 1no! the !riterJs .ie!points on

the ban1 and its progress3

• To 1no! the !riterJs

reco,,endation to de.elop,ent of

the ban13

• To 1no! !hat the appendi7 also

the bibliograph%3


45/53

Bank is a serviceoriented organi6ation# 7ts '!siness .rofit de.ends on its service =!ality#

TatMs wy te a!tority so!ld always 'e aware a'o!t teir service =!ality# 7f +ank can

.rovide good =!ality service to its c!stomer noting can sto. its s!ccess# "o; for te

im.rovement of te service =!ality of Panta.at +ranc of "tandard +ank Limited 7

wo!ld like to .rovide te following recommendations

Today; in tis 21st Cent!ry; online 'anking system is one of te most essential

tecnologies in te 'anking '!siness# Terefore; Panta.at +ranc of "tandard

+ank Limited as to esta'lis wide online system relate te oter 'rances wit

teir office as soon as .ossi'le#

"tandard +ank so!ld offer more facilities to te c!stomers like Credit Card;

,e'it Card etc# Tey so!ld o.en AT% 'oot into different '!sy .laces in ,aka

city as well as wole co!ntry on te 'asis of needs#

Te 'ranc as to get te a!tori6ed dealersi. to do foreign c!rrency '!siness

directly and o.en foreign acco!nt for c!stomers#

Tey can give advertisement on 5adio; Television etc# Tey can offer Cam.!s

Card to attract te st!dents; 'eca!se tey are te f!t!re of te nation# Ten

c!stomer will more attractive to teir services#

7ntrod!ction of 5esearc and ,evelo.ment ,ivision 958, ,ivision: will 'e a

'est decision for tis organi6ation# +eca!se; tis division can es.ecially el. te

'ank to create not only new de.osit and loan .rod!cts '!t also oter new services

'y researc in te field; wic will give te organi6ation com.etitive advantage

over its com.etitors#

As te clients are not in favor of 7ntrod!cing "ystem; so if .ossi'le te r!le of

7ntrod!cing to o.en an acco!nt so!ld 'e canged# +eca!se many .eo.le face te

.ro'lem of arranging an 7ntrod!cer in te time of o.ening acco!nts#

4)

RECOMMENDATIONS


46/53

"tandard +ank Limited so!ld engage in more .romotional activities; it so!ld go

for aggressive advertising and .romotional activities to get a 'road geogra.ic

coverage#

%ore Personal "elling staffs and em.loyees can 'e a..ointed to make moree.os!re of te "tandard +ank Limited#

Panta.at +ranc of "tandard +ank Limited so!ld go for stronger c!stomer

relationsi. strategy# 7t will el. tem to increase its growt#

An ninterr!.ted etwork "ystem as to 'e ens!red 'y te +ank# 7t will save te

officials from m!c assle and will save time# +eca!se if tere is .ro'lem on

network it creates .ro'lem for te officials and also c!stomers 'ecome !na..y#

%ost of te officials at Panta.at +ranc are very new in 'anking .rofession#

Pro.er training so!ld 'e cond!cted for te em.loyees of Panta.at +ranc of

"tandard +ank Limited to im.rove teir analytical a'ility and .rofessional

standard#

Te 'oard of directors of te 'ank so!ld ens!re good governance tro!g

trans.arency and acco!nta'ility#

4*


47/53

* orm te learning and e.erience .oint of view 7 can say tat 7 really en(oyed my

internsi. .eriod in "tandard +ank Ltd# at Panta.at +r# from te very first day# 7 am

confident tat tis 2 monts internsi. .rogram will definitely el. me to reali6e my

f!rter carrier in te (o' market#

ow a day 'anking sectors are facing too m!c com.etitiveness to finance teir ca.ital

f!nd; investment activities; li=!idity crisis and so on# +anks essentially are social

organi6ations; rendering financial services to te socioeconomic o'(ectives of te

society# "tandard +ank Limited invests m!c money for economic develo.ment of te

co!ntry#

To. management always try to im.rove te c!stomer service S!ality of tat +ank and

+ranc and also visit 'ranc wito!t any notice wic makes em.loyees very sincere to

teir (o' and tey make temselves very !.date a'o!t teir task# As a develo.ing .rivate

'ank in +anglades; "tandard +ank so!ldnt allow teir client to get dissatisfied wit

teir service# Tey ave teir com.etitors wo actively striving to take te advantages inevery side#

,!ring te co!rse of my .ractical orientation 7 ave tried to learn te .ractical 'anking to

relate it wit my teoretical knowledge; wat 7 ave gatered and going to ac=!ire from

vario!s co!rses#

4-

CONCLSION


48/53

$e;t&"a&re

⇒ ame UUUUUUUUUUUUUUUUUUUUUUUUUUUU ⇒ Age UUUUUUUUUUUUUUUUUUUUUUUUUUUUUU

⇒ ender UUUUUUUUUUUUUUUUUUUUUUUUUUU

⇒ Location UUUUUUUUUUUUUUUUUUUUUUUUUU

⇒ &cc!.ation UUUUUUUUUUUUUUUUUUUUUUUU

3: Please mention yo!r montly family income range1: Less tan TB# 1);000 2: TB# 1);000 K TB# 3);000 3: TB# 3);001 K TB# ));000 4: TB#

));001 K TB# -);000 ): %ore tan TB# -);000

4: Please mention yo!r .rofession#

1: Private "ervice older 2: +!sinessman 3: ovt# "ervice older 4: "t!dent

): &ters 9Please mention VVVVVVV:

): Iy did yo! o.en an acco!nt wit "+L +ankR

a: 5e.!tation in te comm!nity ': 5ate c: "ervice given 'y te 'ank d: Ty.e of acco!nt

offered

*: Iat ty.e of acco!nts do yo! ave at "+L +ankR

a: C!rrent A>C ': "avings A>C c: F,5 9F7GE, ,EP&"7T: d: ,7H 9,&+LE7C&%E PL":

e: "5,P 9"+L 5ELA5 ,EP&"7T P5&5A%: f: L",7P 9Life "ec!red do!'le 7ncome

Program:

-: ,o yo! 'ank only at "+L +ankR 97f QnoM; go to net =!estion:

a: es ': o

/: Iat ty.e of acco!nt9s: do yo! maintain at yo!r oter 'ankR

a: C!rrent A>C ': "avings +ank ,e.osit A>C c: "ort Term ,e.osit A>C d: Term

,e.osit A>C e: Premi!m Term ,e.osit A>C f: 7nstant Earnings Term ,e.osit A>C

: 7n yo!r most recent c!stomer service e.erience; ow did yo! contact wit tere.resentativeR

a: 7n Person ': +y Tele.one c: 7nternet d: Tro!g a ,ealer>5etailer>+roker e: &ter

10: 7s te 'ankMs we'site is !serfriendlyR1: "trongly agree 2: Agree 3: e!tral 4: "omewat disagree ): "trongly disagree

11: 7 receive a warm; friendly greeting wen 7 visit te 'ank#

1: "trongly agree 2: Agree 3: e!tral 4: "omewat disagree ): "trongly disagree

4/

APPENDI7


49/53

12: Ien 7 visit te 'ank my transaction is andled .rom.tly


13: o!r transactions are andled acc!rately#


14: "!fficient information was availa'le on te internet to solve my .ro'lem#

1: "trongly Agree 92: Agree 93: e!tral 94: ,isagree 9): "trongly ,isagree

1): A'o!t ow long did yo! ave to wait 'efore s.eaking to a re.resentativeR

1: Less tan ) min!tes 92: *10 min!tes 93: 111) min!tes 94: 1*30 min!tes 9): %ore

tan 30 min!tes

1*: "+L re.resentative =!ickly identify te .ro'lem

1: "trongly Agree 2: Agree 3: e!tral 4: ,isagree ): "trongly ,isagree

1-: "+L re.resentative a..ear knowledgea'le and com.etent 1: "trongly Agree 2: Agree 3: e!tral 4: ,isagree ): "trongly ,isagree

1/: "+L re.resentative el. yo! !nderstand te ca!se and te sol!tion to te .ro'lem


1: Em.loyees are always willing to el.


20: "+L as convenient o!rs of o.eration 1: "trongly Agree 2: Agree 3: e!tral 4: ,isagree ): "trongly ,isagree

21: "+L offers all ty.es of modern facilities tat; 'etter satisfying te c!stomer needsR 97f strongly disagree ten go to te net =!estion:


22! "hat type of modern facilities do u need# that B$ currently doesn’to%er& '(lease mention!))))))))))))))))))))))))))))))))))))))))).23: +ranc locations are convenient


24: Parking s.aces are s!fficient


2): "+L re.resentative andle iss!es wit co!rtesy and .rofessionalism 1: "trongly Agree 2: Agree 3: e!tral 4: ,isagree ): "trongly ,isagree

4


50/53

2*: 7t takes sort time to get te .ro'lem resolved


2-: ow many times did yo! ave to contact c!stomer service 'efore te .ro'lem was

correctedR

1: &nce 2: Twice 3: Tree Times 4: %ore tan Tree times

2/: +anking carges of "+L +ank are reasona'le


2: ,o yo! tink "+L 'ank re=!ired doc!ment for any kind of service to te client creates

dissatisfaction level among c!stomerR


30: &verall; ow satisfied are yo! wit te c!stomer care service e.erience of "+LR

1: $ery "atisfied 2: "omewat "atisfied 3: e!tral 4: "omewat ,issatisfied ): $ery

,issatisfied

L&;t "> A??re&at&";!

A>C Acco!nt#

+, +anglades#

+5,+ +anglades 5!ral ,evelo.ment +oard#

C, Call ,e.osit#

C7+ Credit 7n=!iry +oard#

F,+P Foreign ,oc!ment +ills Paya'le#

&$T# overnment#

7+P 7nland +ills of P!rcase#

L,+P Local ,oc!ment +ills Paya'le#

%"" %ontly "aving "kim#

PA, Payment against ,oc!ment#PC Contract for Processing#

"+ "avings

"I7FT "ociety for Iorld Iide 7nter +ank Telecomm!nication

)0


51/53

"TA,A5, +AB L7%7TE,7nterest rate for ,ifferent "ectors

SL3

No3Particulars 'id-+ate

1 Agric!lt!re>Agro 'ased> Agro .rocessing #00N

2 Term loan 9large 8 %edi!m "cale: 1)#00N

3 Iorking Ca.ital 9Ece.t

4 E.ort Credit -#00N

) Commercial Lending 9cas credit; ire .!rcase; PA,; T5; 7+P;

etc#:

1)#00N

* "mall Cottage 7nd!stry 9Term Loan: 1)#00N

- &ters Credit

i: "&, against F,5 and oters "ceme of te +ank 2#00N3#00N a'ove

of

F,5 >Concern

"ceme 5ate

ii: "&, against sare certificate 1)#00N

iii: "&, against work order> &ter +anks F,5s> 7C+ !nit

certificates> Iage Earners ,evelo.ment +onds

1)#00N

iv: Cons!mer Credit "ceme 1*#00N

v: r'an o!sing Loan 8

Trans.ort loan

1)#00N

vi: Lease Finance 1*#00N

/ "taff o!se +!ilding Loan #00N

)1


52/53

oo1s:

• A'!l asem 910 and 5e.rint %ay 2002: ?What The Ba:er D"e;@; "econd

Edition; P!'lised 'y A'd!l Badir Ban; awro6e Bita'istan at ); +angla +a6ar;

,aka1100; +anglades#

• "yed Asraf Ali 9ovem'er; 1): ?*"re&' E0%ha'e a# *&a%&' ">

*"re&' Tra#e@; First Edition; P!'lised 'y "yed Asif!r 5aman; Lita Academics

at 2)>3 Tali &ffice 5oad; 5ayer +a6ar; ,aka120; +anglades#

• ,r# "## %aeswari and ,r# "#B# %aeswari 92001 and 5e.rint 2002:

? Ba:&' La a# Pra%t&%e@; Elevent Edition; P!'lised 'y Balyani P!'lisers

at +7>122; 5a(inder agar; L!diana14100/; ew ,eli; 7ndia#• %d# Balak!66aman 92001: ? Ba:&' a# B&@a@; "econd Edition; P!'lised 'y

Ba6i %ina6!l Alam;


53/53

Periodicals * Training 'aterials:

• Let!re %aterials; Co!rses on ? A$#&t a# I;pe%t&" I Ban1s@ 9%ay 30

14; 1:; P!'lised 'y +anglades 7nstit!te of +ank %anagement at %ain 5oad

J 1 9"o!t:; "ection 2; %ir.!r ,aka121*; +anglades#

• Lect!re %aterials; Co!rse on ? Ba:er; A#a%e;@ 9Fe'r!ary 2 Fe'r!ary 20;

1/):; P!'lised 'y Agrani +ank Training 7nstit!re at 1/; +anga'and! Aven!e;

5amna; ,aka; 'anglades#

• ? A$a9 Rep"rt 25) @; P!'lised 'y "tandard +ank Limited at %etro.olitan

Cam'er +!ilding 93rd Floor:; 122124; %oti(eel C>A; ,aka1000; +anglades#

• Internet

• "tandard +ank Limited; &fficial "ite .;ta#ar#?a:?#.%"@4 Time

"e.tem'er1*; 200-#

• +anglades +ank; &fficial "ite .?a'9a#e;h?a:."r'.?# F T&@e! O%t"?er25F

2+.

• ortern niversity +anglades; &fficial "ite .$?.a%.?# ; Time &cto'er2);

200-#

• A %edia Cor.; "ite .a99hea#9&ee;.%"@ ; Time &cto'er2); 200-#

Power ,ivision; &fficial "ite .p"er#&&;&". '".?# ; Time &cto'er2); 200-#
http://www.standardbankbd.com/http://www.bangladeshbank.org.bd/http://www.bangladeshbank.org.bd/http://www.nub.ac.bd/http://www.allheadlinenews.com/http://www.allheadlinenews.com/http://www.standardbankbd.com/http://www.bangladeshbank.org.bd/http://www.nub.ac.bd/http://www.allheadlinenews.com/

Documents

Internship report on Standard Bank