BUSINESS DEPARTMENT

REPORT
HBL PHONE BANKING DEPARTMENT

CONTACTING PERSON SUPERVISOR

Syed Faisal Hussain
Team Leader Phone Banking Department

SUBMITTED BY
MUHAMMAD ANAS AFTAB
Phone Banking Officer Phone Banking Department

FA12-MB-0050

SUBMITTED TO
Rizwan-ur-Rasheed
Lecturer Operation Research

--------------------December 18, 2012 1

The aim of this report is to study the applications of operation research of HBL and to define in brief the operational activities and the future representatives to the real corporate world. Also it was expected that this report will give insight to the application of the theories and learning of Operations of HBL, pursuing the report was a great learning experience from the very beginning.

This report has definitely helped me in gaining a sound knowledge and practical exposure of the aspects of Operation Research in HBL. I hope that our efforts for this report and its feelings will benefit me in getting a better understanding of the Operation research and will INSHALLAH prove our interest towards the subject.

1. Acknowledgement -----------------------------------------------------------------------04

2. Introduction -------------------------------------------------------------------------------05

3. Project---------------------------------------------------------------------------------------07

4. Suggestion----------------------------------------------------------------------------------09

5. References----------------------------------------------------------------------------------09

6. Remarks-------------------------------------------------------------------------------------10

By the grace of Almighty Allah I have successfully completed my report that was assigned to us by our respectful teacher, Rizwan-ur-Rasheed.

I cannot adequately express my gratitude to my teacher whose enthusiasm, encouragement, and wisdom has been in valuable to me. Moreover, I wish to thank him for his tireless and thorough efforts.

Working on HBL Phone banking operations, Karachi, was an excellent learning experience from the very beginning. Through this report I had qualified in the practical scenarios in the world of banking. I am grateful to my respectable teacher for his efforts for my knowledge and skills.

In compilation of this report, we would like to thanks all those who gave us relevant information and their valuable time. We thank to our colleagues/group members for helping each other and without this, this report would be a difficult task.

Introduction
HBL was the first commercial bank to be established in Pakistan in 1947. Over the years, HBL has grown its branch network and become the largest private sector bank with over 1,472 branches across the country and a customer base exceeding five million relationships. The Government of Pakistan privatized HBL in 2004 through which AKFED acquired 51% of the Bank's shareholding and management control. HBL is majority owned (51%) by the Aga Khan Fund for Economic Development, 42.5% of the shareholding is retained by the Government of Pakistan (GOP), whilst 7.5% is owned by the general public i.e. over 170,000 shareholders following the public listing that took place in July 2007. With a presence in 25 countries, subsidiaries in Hong Kong and the UK, affiliates in Nepal, Nigeria, Kenya and Kyrgyzstan and rep offices in Iran and China, HBL is also the largest domestic multinational. The Bank is expanding its presence in principal international markets including the UK, UAE, South and Central Asia, Africa and the Far East. Key areas of operations encompass product offerings and services in Retail and Consumer Banking. HBL has the largest Corporate Banking portfolio in the country with an active Investment Banking arm. SME and Agriculture lending programs and banking services are offered in urban and rural centers.

Rating
HBL is currently rated AAA (Long term) and A-1+ (Short term) with 'Stable' outlook and has a balance sheet size of USD 14.644 billion. It is the first Pakistani bank to raise Tier II Capital from external sources.

HBL Phone Banking

HBL customers can enjoy the following services through HBL Phone banking.

Balance Inquiry Get information regarding the balance of your Loan and Repayment Account. Last 5-10 Transactions Get details regarding the last 5-10 transactions carried out on your Loan and Repayment Account. Statement Generation (Email and Fax) Request for the statement of your Loan and Repayment Account, either through Fax or Email.

Account Maintenance You can request for the following facilities related to your Loan account including: Change/modification in your Contact Details Partial Payment Early Settlement Car Theft/Damage In case of car theft/damage, please inform any of our Phone Banking Officers and your notification will be forwarded to the Car Loan department. You will be provided complete assistance in resolving the issue promptly and efficiently. Detailed Transaction History Our Phone Banking Officers can give you the details of transactions made in the past 6 months on your Loan and Repayment Account. T-PIN Generation/Change Your TPIN (Telephone Personal Identification Number) is generated the first time you call and you can use it as your password for verification purposes, Self-service Banking through IVR System and additional services through our Phone Banking Officers. You can even change your TPIN any time after its initial generation. Product Facilitation You can speak to any of our Phone Banking Officers and inquire about our product offerings and request facilitation through registering your interest in the product(s) and forwarding the same to our country-wide sales team for follow-up with you.

Project
In HBL Phone banking department there are many calls based on different scenarios like activation (C1 ), blocking ( C2 ), inquiry( C3 ), complaint ( C4 ), request ( C5 ), and maintenance ( C6 ) of cards and services. The average time per call estimated of the products is 2.5min, 3min, 1min, 4min, 5min and 3.5 min respectively. All the calls processing in four QAs, i.e. branch banking (1), credit card (2), card blocking (3) and Pakistan card (4). The following table indicates the available phone bankers hours per week and the time required on each PBO for one call of C1. C2 , C3, C4, C5 & C6. This problem is solved by linear programming method.

QA C1
1 2 3 4 Time incur (min) 42347 21002 498 276 2.5

Calls C2
2119 1789 2300 17 3

Time (min) C4
1237 1781 37 19 4

C3
45789 46712 55 78 1

C5
1159 2981 156 9 5

C6
13456 27891 87 27 3.5 234000 180000 60000 30000

Objective
Let x1, x2, x3, x4, x5 & x6 be the total time held in the calls of C1, C2, C3, C4, C5 & C6 respectively. The objective here is to minimize the time, which is given by the linear function

Minimize z = 2.5x1 + 3x2 + 1x3 + 4x4 + 5x5 + 3.5x6

Constraints
Since calls of C1 are 42347 in QA 1while the corresponding requirement of C2 , C3, C4, C5 & C6 are shown in above table constraint can be expressed as 42347x1 + 2119x2 + 45789x3 + 1237x4 + 11595x5 + 13456x6 234000 Similarly the rest of the constraints are given by, 21002x1 + 1789x2 + 46712x3 + 1781x4 + 2981x5 + 27891x6 180000 498x1 + 2300 + 55x3 + 37x4 + 156x5 + 87x6 60000 276x1 + 17x2 + 78x3 + 19x4 + 9x5 + 27x6 30000

Optimization
By using the software TORA the answer of minimization of time per call which a phone banker should take on / average is 3.15min.

Minimize z = 3.15

By the project of operation research; A phone banker should not exceed his time above than 4 min. The average time a PBO should take 3.15 min. Seek to enhance efficiency team productivity. Ensure regulatory compliance providing complete traceability and audit ability.

We are very thankful to the supervisor of HBL Phone banking department who help me in any way, and provide complete material of the department.

We are also thankful to the Shahzad Anjum. Who gives us reference so, that we can survey the whole PB department and Head Office.

We are highly thankful to the employees of HBL Phone banking and my colleagues who support me during the whole serving.

And special thanks to the Syed Faisal Hussain who arranged whole event for me for this purpose.
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Bosses

Time

Date

Remarks
Good job to inform us that we have to improve more to satisfy our valuable customers. Good work!

Syed Faisal Hussian

02:40

17 DEC, 2012

Regards , Syed Faisal Hussain Team Leader Phone banking department

The project will really help to improve our performance and we have to take immediate decisions to improve our operations. Thank you Anas

Shahzad Anjum

Regards ,

02:55 PM

17 DEC, 2012

Shahzad Anjum Manager Phone banking department

Marvelous job has been done by Anas and we will Inshallah remember your valuable work for department. Keep it up and continue working like this an suggest more to increase efficiency.

Agha Imran Haider

05:15 PM

17 DEC, 2012

Regards , Agha Imran Haider Head of Department Phone banking department

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