Scribd

Upload a Document
Search Documents
collections icon
publishers icon
documents icon
pages icon
people icon
Explore
Tri_11x6
Documents
* Books - Fiction
* Books - Non-fiction
* Health & Medicine
* Brochures/Catalogs
* Government Docs
* How-To Guides/Manuals
* Magazines/Newspapers
* Recipes/Menus
* School Work
* + all categories
*
* Featured
* Recent
People
* Authors
* Students
* Researchers
* Publishers
* Government & Nonprofits
* Businesses
* Musicians
* Artists & Designers
* Teachers
* + all categories
*
* Most Followed
* Popular
* Amit Tayal
Tri_11x6
Account
o Home
o My Documents
o My Collections
o My Shelf
o View Public Profile
o Messages
o Notifications
o Settings
o Help
o Log Out
1
First Page
Previous Page
Next Page
 / 43
Sections not available
Zoom Out
Zoom In
Fullscreen
Exit Fullscreen
Select View Mode
View Mode
BookSlideshowScroll
Readcast
Add a Comment
Embed & Share
Readcast
Reading should be social! Post a message on your social networks to let others k
now what you're reading. Select the sites below and start sharing.
Check_27x27Transparent
Check_27x27Transparent
Check_27x27TransparentLink account
Readcast this DocumentTransparent
Readcast Complete!
Click 'send' to Readcast!
edit preferences
Set your preferences for next time...Choose 'auto' to readcast without being pro
mpted.
Amit Tayal
Amit Tayal
Link account
AdvancedCancel
Add a Comment
Submit
share:
Characters: 400
Share & Embed
Add to Collections
Download this Document for Free
Auto-hide: off
This document is part of the Scribd Archive - you have to buy a subscription or
upload a document to download it
CHAPTER1- INTRODUCTION
1.1 THE TOPIC: OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS
At HDFC Bank, I was assigned with the topic as Opening Savings Accounts by Meetin
g Customers for my project work. I joined the company as a Sales Executive. The s
election of the topic was to know how the company generates business through the
m.
Sales Executives are those sources of a company who have their own relations and
personal contacts among common public that they use to generate business throug
h. Company has certain criteria to recruit these Sales Executives. The steps are
as follows.
He should be at least 12th passed.
He should have good personal contacts.
He should have convincing power.
He should be above 18th year old.
Once he through all these steps of recruitment, he becomes the Sales Executive o
f the company and reserve the right to sale the various products to any prospect
client also he is paid the commission a certain percentage. There are some rewa
rd and tour package also.
1
1.2 REASON FOR SELECTION OF THIS TOPIC:
The financial sector is one of the booming and increasing sectors in India. The
Sales Executives are one of the most powerful, efficient and effective channel t
hrough which the company sales its various types of financial products. It is re
ally difficult to convince customers and sell a single product but since these e
xecutives have their own personal contacts which make the entire task easier to
sell a product. Whereas in my entire project work I found my interest in working
in a team, dealing with customers and finally convincing them to open an accoun
t with the bank.
1.3 IMPORTANCE TO THE COMPANY:
The ultimate purpose of giving me this topic was to know about the customer s perc
eptions about the different products of the bank, how these products can attract
them and how the company can generate maximum profit by convincing them through
sales executives.
1.4 LEARNING FROM THE STUDY:
The process of recruitment for Sales Executives of HDFC Bank.
Different products and services provided by the bank.
Customers perception about the different products.
The brand image of the bank.
What are the problems faced by these sales executives daily basis.
How to communicate with the customers.
Different techniques of dealing with the customers.
How to convince and convert a customer into a real customer.
2
CHAPTER 2-ORGANIZATION PROFILE
2. COMPANY HISTORY
2.1FORMATION OF THE COMPANY
The Housing Development Finance Corporation Limited (HDFC) was amongst the first
to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set u
p a bank
in the private sector, as part of the RBI's liberalization of the Indian Banking
Industry in
1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited
',
with its registered office in Mumbai, India. HDFC Bank commenced operations as a
Scheduled Commercial Bank in January 1995.
PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track r
ecord in
India as well as in international markets. Since its inception in 1977, the Corp
oration has
maintained a consistent and healthy growth in its operations to remain the marke
t leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling un
its. HDFC has
developed significant expertise in retail mortgage loans to different market seg
ments and also
has a large corporate client base for its housing related credit facilities. Wit
h its experience in the
financial markets, a strong market reputation, large shareholder base and unique
consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environme
nt.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to buil
d sound
customer franchises across distinct businesses so as to be the preferred provide
r of banking
services for target retail and wholesale customer segments, and to achieve healt
hy growth in
profitability, consistent with the bank's risk appetite. The bank is committed t
o maintain the
highest level of ethical standards, professional integrity, corporate governance
and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Opera
tional
Excellence, Customer Focus, Product Leadership and People.
3
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up
capital is
Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity
and about
17.6% of the equity is held by the ADS Depository (in respect of the bank's Amer
ican
Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Ins
titutional
Investors (FIIs) and the bank has about 570,000 shareholders. The shares are lis
ted on the Stock
Exchange, Mumbai and the National Stock Exchange. The bank's American Depository
Shares
are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.
TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry, Times Bank Limited (a
nother new
private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged w
ith HDFC
Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approv
ed by the
shareholders of both banks and the Reserve Bank of India, shareholders of Times
Bank received
1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added
significant
value to HDFC Bank in terms of increased branch network, expanded geographic rea
ch,
enhanced customer base, skilled manpower and the opportunity to cross-sell and l
everage
alternative delivery channels.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable networ
k of over
1229 branches spread over 444 cities across India. All branches are linked on an
online real-time
basis. Customers in over 120 locations are also serviced through Telephone Banki
ng. The Bank's
expansion plans take into account the need to have a presence in all major indus
trial and
commercial centers where its corporate customers are located as well as the need
to build a
strong retail customer base for both deposits and loan products. Being a clearin
g/settlement bank
to various leading stock exchanges, the Bank has branches in the centers where t
he NSE/BSE
has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across these citie
s. Moreover, HDFC Bank's ATM network can be accessed by all domestic and interna
tional Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
4
MANAGEMENT
Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this,
Mr. Capoor was
a Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over
25 years and
before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth o
f experience
in public policy, administration, industry and commercial banking. Senior execut
ives
representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad hea
d various
businesses and functions and report to the Managing Director. Given the professi
onal expertise
of the management team and the overall focus on recruiting and retaining the bes
t talent in the
industry, the bank believes that its people are a significant competitive streng
th.
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information tec
hnology and
communication systems. All the bank's branches have online connectivity, which e
nables the
bank to offer speedy funds transfer facilities to its customers. Multi-branch ac
cess is also
provided to retail customers through the branch network and Automated Teller Mac
hines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best tech
nology available
internationally, to build the infrastructure for a world class bank. The Bank's
business is
supported by scalable and robust systems which ensure that our clients always ge
t the finest
services we offer.
The Bank has prioritized its engagement in technology and the internet as one of
its key goals
and has already made significant progress in web-enabling its core businesses. I
n each of its
businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to
create a competitive advantage and build market share.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to buil
d sound
customer franchises across distinct businesses so as to be the preferred provide
r of banking
5
services for target retail and wholesale customer segments, and to achieve healt
hy growth in
profitability, consistent with the bank's risk appetite. The bank is committed t
o maintain the
highest level of ethical standards, professional integrity, corporate governance
and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Opera
tional
Excellence, Customer Focus, Product Leadership and People.
RATING
I. Credit Rating
The Bank has its deposit programs rated by two rating agencies - Credit Analysis
& Research
Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit
programme
has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments
considered
to be "of the best quality, carrying negligible investment risk". CARE has also
rated the bank's
Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacit
y for
repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (
100% subsidiary
of Fitch Inc.) has assigned the "tAAA ( ind )" rating to the Bank's deposit prog
ramme, with the
outlook on the rating as "stable". This rating indicates "highest credit quality
" where "protection
factors are very high".
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by
CARE and
Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tie
r II Bonds rated
by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subor
dinated
Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (
ind)" with the
outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]"
for the
Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rati
ng "AAA /
Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In
each of the
cases referred to above, the ratings awarded were the highest assigned by the ra
ting agency for
those instruments.
II. Corporate Governance Rating
The bank was one of the first four companies, which subjected itself to a Corpor
ate Governance
and Value Creation (GVC) rating by the rating agency, The Credit Rating Informat
ion Services
of India Limited (CRISIL). The rating provides an independent assessment of an e
ntity's current
performance and an expectation on its "balanced value creation and corporate gov
ernance
practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating w
hich indicates
that the bank's capability with respect to wealth creation for all its stakehold
ers while adopting
sound corporate governance practices is the highest.
6
2.2 PRODUCT SCOPE:
HDFC Bank offers a bunch of products and services to meet the every need of the
people. The
company cares for both, individuals as well as corporate and small and medium en
terprises.
For individuals, the company has a range accounts, investment, and pension schem
e, different types of loans and cards that assist the customers. The customers c
an choose the suitable one from a range of products which will suit their life-s
tage and needs.
For organizations the company has a host of customized solutions that range from
Funded services, Non-funded services, Value addition services, Mutual fund etc.
These affordable plans apart from providing long term value to the employees he
lp in enhancing goodwill of the company.
The products of the company are categorized into various sections which are as f
ollows:
Accounts and deposits.
Loans.
Investments and Insurance.
Forex and payment services.
Cards.
Customer center.
7
2.3 PRODUCTS AND SERVICES AT A GLANCE
1. PERSONAL BANKING
A. Accounts & Deposits
- Regular Savings Account
- Savings Plus Account
- SavingsMax Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account
- Classic Salary Account
- Regular Salary Account
- Premium Salary Account
- Defence Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account
8
- Reimbursement Current Account
- RFC - Domestic Account
- Regular Fixed Deposit
- Super Saver Account
- Sweep-in Account
- HDFC Bank Preferred
- Private Banking
B. Loans
- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capital Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center
9
C. Investments & Insurance
- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar
D. Forex Services
- Trade Finance
- Travelers Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash To Master
- ForexPlus Card
E. Payment Services
- Net Safe
- Prepaid Refill
- Bill Pay
- Direct Pay
- Visa Money Transfer
10
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment
F. Access Your Bank
- One View
- Insta Alerts
- Mobile Banking
- ATM
- Phone Banking
- Branch Network
G. Cards
- Silver Credit Card
- Gold Credit Card
- Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Cards
- Transfer & Safe
- Track your Credit Card
11
H. Get More from Your Card
- Offers & Savings
- My Rewards
- Insta Wonderz
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy ShopInternational Debit
Card
- Easy Shop Gold Debit Card
- Easy ShopInternational Business
Debit Card
- Easy ShopWoman's Advantage
Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card
I. Customer Centre
- Offers & Deals
- Winners of Contests & Promotions12
2. Wholesale Banking
A. Corporate
Funded Services
Non Funded Services Value Added Services Internet Banking
B. Small & Medium Enterprises
Funded Services
Non-Funded Services
Specialized Services
Internet Banking
C. Financial Institutions & Trusts
Banks
Financial Institutions
Mutual Funds
Stock Brokers
13
2.3. MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission: to be a "World-cla
ss Indian
Bank". They realized that only a single-minded focus on product quality and serv
ice excellence
would help us get there. Today, they are proud to say that they are well on our
way towards that
goal.
It is extremely gratifying that their efforts towards providing customer conveni
ence have been
appreciated both nationally and internationally.
2007
Business Today-Monitor Group survey
One of India's "Most Innovative
Companies".
Financial Express-Ernst & Young Award
Best Bank Award in the Private Sector
category.
Global HR Excellence Awards - Asia
Pacific HRM Congress:
Employer Brand of the Year 2007-
2008 -Award- First Runner-up.
Business Today
Best Bank Award .
Dun & Bradstreet American Express
Corporate Best Bank Award 2007
 Corporate Best Bank -Award.
The Bombay Stock Exchange and Nasscom
Foundation's Business for Social
Responsibility Awards 2007
Best Corporate Social Responsibility
Practice Award.
Outlook Money & NDTV Profit
Best Bank Award in the Private sector
category.
The Asian Banker Excellence in Retail
Financial Services Awards
Best Retail Bank in India.
Asian Banker
Managing Director Aditya Puri won the
Leadership achievement Award for
India.
2006
Business Today
Best Bank in India.
Forbes Magazine
One of Asia Pacific's Best 50 companies.
Business world
Best listed Bank of India.
The Asset Magazine's Triple A Country
Awards
Best Domestic Bank.
Asiamoney Awards
Best Local Cash Management Bank in
Large and Medium segments.
Euromoney Awards
"Best Bank" in India.
14
2005
Asiamoney Awards
Best Domestic Commercial Bank
Asiamoney Awards
Best Cash Management Bank - India .
The Asian Banker Excellence
Retail Banking Risk Management
Award in India.
Hong Kong-based Finance Asia magazine
Best Bank in India
Economic Times Awards
"Company of the Year" Award for
Corporate Excellence.
The Asset Triple A Country Awards
Best Domestic Bank in India Region -
2005
The Business Today-KPMG Survey
Best Local Cash Management Bank in
India US$11-100m - 2005
The Business Today-KPMG Survey
"Best Bank in India" for the third
consecutive year in 2005.
Economic Times - Avaya Global Connect
Customer Responsiveness Awards
"Most Customer Responsive Company -
Banking and Financial Services - 2005
2004
Asiamoney Awards
Best Local Cash Management Bank in
India US$11-100m
Asiamoney Awards
Best Local Cash Management Bank in
India >US$501m
Asiamoney Awards
Best Local Cash Management Bank in
India 1989-2004 (poll of polls)
Asiamoney Awards
Best Overall Domestic Trade Finance
Services in India - 2004
Asiamoney Awards
Most Improved company for Best
Management Practices in India - 2004
Business World
One of India's Most Respected
Companies - 2004
Forbes Global
Best Under a Billion, 100 Best Smaller
Size Enterprises in Asia/Pacific and
Europe - 2004
Asian Banker Awards
Operational Excellence in Retail
Financial Services - 2004
The Asset Triple A Country Awards
Best Domestic Bank in India - 2004
15
2003
Forbes Global
Best Under a Billion, 200 Best Small
Companies - 2003
The Asset Triple A Country Awards
Best Domestic Bank in India -2003
BusinessWorld - The Business World Most
Respected Company Awards
One of India's Most Respected
Companies
The Asset magazine
Best Cash Management Bank
The Asset magazine
Best Trade Finance Bank
FE-Ernst & Young Best Banks Survey
Best New Private Sector Bank - 2003
Outlook Money
Best Bank in the Private Sector 2003
Business Today
Best Bank in India -2003
NASSCOM & economictimes.com - IT
Users Awards
Best IT User in Banking -2003
2002
Hong Kong-based Finance Asia magazine
Best Local Bank - India
Hong Kong-based Finance Asia magazine
"Best Local Bank - India"
Euromoney magazine
"Best Bank in India
Asiamoney magazine
Commercial Bank in India 2002
2001
Hong Kong-based Finance Asia magazine
Best Domestic Commercial Bank - India
Hong Kong-based Finance Asia magazine
"Best Domestic Commercial Bank -
India
Euromoney magazine
"Best Bank in India
Forbes Global
Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies
The Economic Times
Awards for Corporate Excellence as the
Emerging Company of the Year
2000
Hong Kong-based Finance Asia magazine
Best Domestic Commercial Bank - India
16
Hong Kong-based Finance Asia magazine
"Best Domestic Commercial Bank -
India
Euromoney magazine
Best Domestic Bank
Business India
" India 's Best Bank"
Forbes Global
Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies
2.4. MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29
The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 an
d
approved, subject to due diligence, the share swap ratio for the proposed merger
of Centurion
Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exch
ange
ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punj
ab.
The combined entity would have a nationwide network of 1,148 branches (the large
st amongst
private sector Banks) a strong deposit base of around Rs. 1,200 billion and net
advances of
around Rs. 850billion. The balance sheet size of the combined entity would be ov
er Rs. 1,500
billion.
Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We wer
e
amongst the first to get a banking license, the first to do a merger in the priv
ate sector with Times
Bank in 1999, and now if this deal happens, it would be the largest merger in th
e private sector
banking space in India. HDFC Bank was looking for an appropriate merger opportun
ity that
would add scale, geography and experienced staff to its franchise. This opportun
ity arose and we
thought it is an attractive route to supplement HDFC Bank s organic growth. We bel
ieve that
Centurion Bank of Punjab would be the right fit in terms of culture, strategic i
ntent and approach
to business.
Mr. Aditya Puri, Managing Director, HDFC Bank said, These are exciting times for
the
Indian banking industry. The proposed merger will position the combined entity t
o significantly
exploit opportunities in a market globally recognized as one of the fastest grow
ing. I m
particularly bullish about the potential of business synergies and cultural fit
between the two
organizations. The combined entity will be an even greater force in the market.
Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, Over the last few yea
rs,
Centurion Bank of Punjab has set benchmarks for growth. The bank today has a lar
ge nationwide
network, an extremely valuable franchise, 7,500 talented employees, and strong l
eadership
positions in the market place. I believe that the merger with HDFC Bank will cre
ate a world
class bank in quality and scale and will set the stage to compete with banks bot
h locally as well
on a global level.
17
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjabsaid
,
We are extremely pleased to receive the go ahead from our board to pursue this op
portunity. A merger between the banks provides significant synergies to the comb
ined entity. The proposed merger would further improve the franchise and custome
r proposition offered by the individual banks.
2.5 FINANCIAL FIGURE
UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008
Particulars
Quarter
ended
30.06.08
Quarter
ended
30.06.07
Year
ended
31.03.08
Unaudited
Unaudited
Audited
12345
Interest Earned (a)+(b)+(c)+(d)
a) Interest/discount on advances/bills
b) Income on Investments
c) Interest on balances with Reserve
Bank of India and other interbank funds
d) Others
Other Income
A) TOTAL INCOME (1) + (2)
Interest Expended
Operating Expenses (i) + (ii)
i) Employees cost
ii) Other operating expenses
362173 263638 95121
2426
988
59342
421515
189826
128938
54058
74880
206916 145362 56047
5337
170
57254
264170
108364
77438
28388
49050
1011500
696673
287204
27239
384
228315
1239815
488712 374562 130135 244427
18
678910
11
12
13 14 15
16
B) TOTAL EXPENDITURE (4)+(5)
(excluding Provisions & Contingencies)
Operating Profit before Provisions and
Contingencies (3) -(6)
Provisions (Other than tax) and
Contingencies
Exceptional Items
Profit / (Loss) from ordinary activities
before tax (7-8-9)
Tax Expense
Net Profit / (Loss) from Ordinary
Activities after tax (10-11)
Extraordinary items (net of tax expense)
Net Profit / (Loss) (12-13)
Paid up equity share capital (Face Value of
Rs.10/- each)
Reserves excluding revaluation reserves
(as per balance sheet of previous
accounting year)
Analytical Ratios
318764
102751
34447
-68304
21869
46435
-46435
42462
-
185802
78368
30712
-47656
15533
32123
-32123
33319
-
863274
376541
148478
-228063
69045
159018
-159018
35443
1114280
19
17
18
(i) Percentage of shares held by
Government of India
(ii) Capital Adequacy Ratio
(iii) Earnings per share (Rs.)
(a) Basic EPS before & after extraordinary
items (net of tax expense) not annualized
(b) Diluted EPS before & after
extraordinary items (net of tax expense)
-not annualized
(iv) NPA Ratios
(a) Gross NPA
(b) Net NPA
(c) % of Gross NPA to Gross Advances
(d) % of Net NPA to Net Advances
(v) Return on assets (average) - not
annualized
Public Shareholding
- No. of shares
- Percentage of Shareholding
NIL
12.2%
11.0
10.8
150274
49607
1.5%
0.5%
0.3%
342173776
80.6%
NIL
13.1%
1 0.0
1 0.0
71016
21424
1.3%
0.4%
0.3%
250744008
75.3%
NIL
13.6%
4 6.2
4 5.6
90697
29852
1.3%
0.5%
1.3%
27198992
076.7%
20
2.6 QUALITY POLICY
SECURITY: The bank provides long term financial security to their policy. The ba
nk
does this by offering life insurance and pension products.
TRUST:The bank appreciates the trust placed by their policy holders in the bank.
Hence, it will aim to manage their investments very carefully and live up to thi
s trust.
INNOVATION: Recognizing the different needs of our customers, the bank offers a
range of innovative products to meet these needs.
INTEGRITY
CUSTOMER CENTRIC
PEOPLE CARE ONE FOR ALL AND ALL FOR ONE
TEAM WORK
JOY AND SIMPLICITY
21
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH
PROJECT
3.1 PROBLEM DEFINATION:
Sales Executives were with good background human being and through rigorous proc
ess of recruitment but still not able to perform up to the expectation level of
company, HR is not able to sort out the problem why the performance is not comin
g even after giving the full marketing support. The communication technique and
dealing with the customers is also a problem to the sales executives.
3.2 OBJECTIVES OF RESEARCH PROJECT:
3.2.1 PRIMARY OBJECTIVES:
To open new savings accounts by convincing customers and to promote the benefits
of those
which are provided by the bank.
To find the different way of convincing customers.
To study brand image of the bank.
To increase the business of the bank.
3.2.2 SECONDARY OBJECTIVES:
To determine the need and purpose of a sales executive.
To understand the deciding criteria for people to become sales executive.
To offer suggestions based upon the findings.
22
3.3 GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even out of the Pu
ne city. The management is conducting the same research on a big ground while my
contribution is tiny. Though my sample size and geographical area was defined a
nd confine to a particular territory but the application of out put from the res
earch are going to be wide.
3.4PRODUCT SCOPE:
Studying the increasing business scope of the bank.
Market segmentation to find the potential customers for the bank.
To study how the various products are positioned in the market.
Corporate marketing of products.
Customers perception on the various products of the bank.
CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS
23
All the findings and conclusions obtained are based on the survey done in the wo
rking area within the time limit. I tried to select the sample representative of
 the whole group during my job training. I have collected data from people linke
d with different profession at Pune.
4.1 RESEARCH PLAN:
4.1.1. Preliminary Investigation: In which data on the situation surrounding the
problems shall
be gathered to arrive at
The correct definition of the problem.
An understanding of its environment.
4.1.2. Exploratory Study: To determine the approximate area where the problem li
es.
4.2 RESEARCH DESIGN:
Research was initiated by examining the secondary data to gain insight into the
problem. By analyzing the secondary data, the study aim is to explore the short
comings of the present system and primary data will help to validate the analysi
s of secondary data besides on unrevealing the areas which calls for improvement
.
4.2.1 DEVELOPING THE RESEARCH PLAN:
The data for this research project has been collected through self Administratio
n. Due to time limitation and other constraints direct personal interview method
is used. A structured questionnaire was framed as it is less time consuming, ge
nerates specific and to the point information, easier to tabulate and interpret.
Moreover respondents prefer to give direct answers. In questionnaires open ende
d and closed ended, both the types of questions has been used.
4.2.2 COLLECTION OF DATA:
24
1: Secondary Data: It was collected from internal sources. The secondary data wa
s collected on
the basis of organizational file, official records, news papers, magazines, mana
gement books,
preserved information in the company s database and website of the company.
2: Primary data: All the people from different profession were personally visite
d and
interviewed. They were the main source of Primary data. The method of collection
of primary
data was direct personal interview through a structured questionnaire.
4.3 SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take s
ample from
the universe to know about its characteristics.
Sampling Units: Different professionals Chartered Accountants, Tax Consultants,
Lawyers, Business Man, Professionals and House Wives of Pune.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method:Personal Interview.
4.4 SAMPLE SIZE:
My sample size for this project was 200 respondents. Since it was not possible t
o cover the whole universe in the available time period, it was necessary for me
to take a sample size of 200 respondents.
4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT:The mode of collection of
data will be based on Survey Method and Field Activity. Primary data collection
will base on personal interview. I have prepared the questionnaire according to
the necessity of the data to be collected.
25
4.6 RESEARCH LIMITATIONS:
It was not possible to understand thoroughly about the different marketing aspec
ts of the
Financial Consultant within 60 days.
As stipend, money was not given it was difficult to continue the project work.
All the work was limited in some limited areas of Pune so the findings should no
t be
generalized.
The area of research was Pune and it was too vast an area to cover within 60 day
s.
CHAPTER5- DATA ANALYSIS , INTERPRETATION AND PRESENTATION
Q1.Your Age?
TABLE
Serial No.
Age Category
Number of Respondents
Percentage
26
1.
18-23 Years
40
20%
2.
24-29 Years
70
35%
3.
30-35 Years
60
30%
4.
35 Years and above
30
15%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
20% respondent s age are 18 to 23 years.
35% respondent s age are 27 to 29 years.
30% respondent s age are 30 to 35 years.
15% respondent s age are 35 to above years.
Q2. Marital Status?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Married
140
70%
2
Unmarried
60
30%
Total
200
100%
GRAPH
Interpretation
From the table and graph above it can be seen that
70% respondents are married.
30% respondents are unmarried.
27
Q3. Educational Qualification?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Under graduate
50
25%
2
Graduate
80
40%
3
Post graduate
70
35%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
25% respondents are Under graduate.
40% respondents are Graduate.
35% respondents are Post graduate.
Q4. Number Of year s Are You in Pune?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Less than five years
78
39%
2
More than five years
122
61%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
28
39% respondents are in Pune for less than five years.
61% respondents are in Pune for more than five years.
Q5. Your Occupation?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Business
40
20%
2
Profession
108
54%
3
Service
52
26%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
20% respondents Occupation is Business.
26% respondents Occupation is Profession.
54% respondents Occupation is Service.
Q6. Your annual household income?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Less than 2 lacs
98
49%
2
Between 2 to 5 lacs
62
31%
3
Between 5to 8 lacs
30
15%
4
More than 8 lacs
10
5%
29
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
49% respondent s annual household income is less than 2 lacs.
31% respondent s annual household income is between 2 to 5 lacs.
15% respondent s annual household income is between 5 to 8 lacs.
5% respondent s annual household income is more than 8 lacs.
Q7. Are you a member of a club/gymkhana?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
84
42%
2
No
116
58%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
42% respondents are member of a club/gymkhana.
58% respondents are not member of a club/gymkhana.
30
Q8. What is your perception about different products/services provided by HDFC b
ank?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Lucrative
50
25%
2
Not lucrative
120
60%
4
No idea
30
15%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
?25% respondent s perception about different products is lucrative.
?60% respondent s perception about different products is not lucrative.
?15% respondent s have no idea.
Q9. Do you want to open an account with HDFC bank?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
10
5%
2
No
160
80%
3
Will tell later
30
15%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
80% respondents are not interested to open an account with the bank.
5% respondents are interested to open an account with the bank.
15% of the respondents say that they will tell later.
31
Q10. Do you have all the documents which are required to open an account?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
120
60%
2
No
80
40%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
60% respondents have all the documents which are required to open an account wit
h the
bank.
25% respondents do not have all the documents which are required to open an acco
unt
with the bank
Q11. Are you aware that the bank provides you a free Dmat account if you open a
new
savings account with HDFC bank?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
40
20%
2
No
160
80%
Total
70
100%
Base 200 respondents
GRAPH
Interpretation
32
From the table and graph above it can be seen that
20% respondents are aware that the bank provides a free Dmat account with new
savings account.
40% respondents are not aware of it.
Q12.Are you aware of different terms and conditions which are very much essentia
l to
maintain an account at HDFC Bank?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
25
12%
2
No
175
88%
Total
200
100%
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
12% respondents are familiar with different terms and conditions which are very
much
essential to maintain account with the bank.
88% respondents have no idea about it.
Q13. Do you know about HDFC Bank s recruitment policies related to sales executive
s?
TABLE
Sr. No.
Category
No. of Respondents
Percentage
1
Yes
82
41%
2
No
118
59%
Total
200
100%
33
Base 200 respondents
GRAPH
Interpretation
From the table and graph above it can be seen that
41% respondents are known about HDFC Bank s recruitment policies related to sales
executives.
59% respondents are not known about HDFC Bank s recruitment policies related to
sales executives.
CHAPTER6- CONCLUSIONS AND SUGGESTIONS
6.1 CONCLUSIONS:
HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already
has good number of employees on board and is recruiting Sales Executives heavil
y to take the headcount to many more. It is on the brim of increasing its custom
ers through its attractive schemes and offer.
The project opportunities provided was market segmentation and identifying prosp
ective customers in potential geographical location and convincing them to open
an account so that new Business Opportunities of the bank can be explored. Throu
gh this project, it could be concluded that people are not much aware about the
various products of the bank and many of them not interested to open an account
at all.
services was considered as unsought good which require hard core selling, but in
changing trend in income and people becoming financially literate, the demand f
or banking sector is increasing day by day.
34
According to my findings Company s promotional activities for recruiting sales
executives are also very less.
So, at last the conclusion is that there is tough competition ahead for the comp
any from
its major competitors in the banking sector.
Last but not the least I would like to thank HDFC Bank for giving me an opportun
ity to
work in the field of Marketing. I hope the company finds my analysis relevant.
6.2 SUGGESTIONS:
Finally some recommendations for the company are as fallows:-
To make people aware about the benefit of becoming HDFC Bank s Sales
Executive, following activities of advertisement should be done through
1. Print Media.
2. Hoarding & Banners.
3. Stalls in Trade Fares
4. Distribution of leaflets containing details information.
.
The bank should provide life time valid ATM card to all its customers.
Minimum balance for savings account should be reduced from Rs 5000 to Rs
1000, so that people who are not financially strong enough can maintain their
account properly
35
The company should provide a pass book to all its customers
Make people understand about the various benefits of its products.
Company should organize the program in the society, so that people will be aware
about the company and different products of the bank
Company should open more branches in different cities.
CHAPTER7- LIMITATIONS
LIMITATIONS
Every work has its own limitation. Limitations are extent to which the process s
hould not
exceed. Limitations of this project are:-
The project was constrained by time limit of two months.
Mindset of people may very depending upon their age, gender, income etc.
Getting appointment from the concern person was very difficult.
People mind set about the survey was an obstacle in acquiring complete
information & positive interaction.
Respondents were very busy in their schedule. So it was very time consuming for
them to answer all the questions properly.
36
ANNEXURES
1. QUESTIONNAIRE
37
QUESTIONNAIRE
Dear Sir/Madam,
Name: .. Address: .. Contact No :®
I am a student of Suryadatta Institute of Management and Mass Communication, Pun
e
and presently doing a project on OPENING SAVINGS ACCOUNT BY MEETING
CUSTOMERS . I request you to kindly fill the questionnaire below and I assure you
that the
data generated shall be kept confidential.
.1. Your Age:____________________
2. Education Qualification.
Undergraduate
?
Graduate
?
38
Post graduate
?
3. Marital Status.
Married
?
Single
?
No. of Children:__________
4. Number Of year s Are You in Pune.
Less than five year s
?
More than five year s
?
5. Occupation.
Business
?
Profession
?
Service
?
(Please mention below the type of business/profession you are in incase of servi
ce please
mention your organization name and designation)
6.Your annual household income.
<than 2 lack
?
Between 2 to 5 lack
?
Between 5 to 8 lack
?
>than 8 lack
?39
7. Are you a member of a club/gymkhana?
Yes
?
No
?
If yes, Name of the club /gymkhana_______________________________________
8. What is your perception about different products and services offered by HDFC
Bank?
Lucrative
?
Not lucrative
?
No idea
?
9. Do you want to open an savings account with HDFC Bank?
Yes
?
No
?
Will tell later
?
10. Do you have all the documents which are required to open an account?
Yes
?
No
?
11. Are you aware of that HDFC Bank provide you a free Dmat account if you open
a new
savings account with the bank?
Yes
?
No
?
40
12. Are you aware of different terms and conditions which are very much essentia
l to
maintain an account at HDFC Bank?
Yes
?
No
?
13. Do you know about HDFC Bank s recruitment policies related to sales executives
?
Yes
?
No
?
Date:
Place:
Signature
Thank You
41
BIBLIOGRAPHY
1.BOOKS
AUTHORS
Marketing Management (10th Edition)
Philip Kotler
Marketing Management (3rd Edition)
V.S. Ramaswamy
Research Methodology (2nd Edition)
Research Methodology
C.R.Kothary
S.P. Kasande
2. NEWS PAPERS
Times of India
Financial Express
3. WEBSITES
www.hdfcbank.com
www.google.com
42
43
Project Report,HDFC BANK
Download this Document for FreePrintMobileCollectionsReport Document
Report this document?
Please tell us reason(s) for reporting this document
Spam or junk
Porn adult content
Hateful or offensive
If you are the copyright owner of this document and want to report it, please fo
llow these directions to submit a copyright infringement notice.
Report Cancel
This is a private document. Question_small
Info and Rating
Reads:
76,632
Uploaded:
09/14/2008
Category:
Uncategorized.
Rated:
(37 Ratings)
A PROJECT REPORT ON "OPENING SAVINGS ACCOUNT BY MEETING CUSTOMERS" FOR HDFC BANK
, PUNE
PREPARED BY-
RITWIK SINHA
SURYADATTA INSTITUTE OF ... (More) A PROJECT REPORT ON "OPENING SAVINGS ACCOUNT
BY MEETING CUSTOMERS" FOR HDFC BANK, PUNE
PREPARED BY-
RITWIK SINHA
SURYADATTA INSTITUTE OF MANAGEMENT AND MASS COMMUNICATION
PUNE-411043
BATCH-2007-2009 (Less)
project
report
summer
bank
HDFC
internship
pune
Business-Entrepreneurship
group
banks scope
bank customers
(more tags)
project
report
summer
bank
HDFC
internship
pune
Business-Entrepreneurship
group
banks scope
bank customers
culture hdfc
shareholder services
present market
market report
accout
indean banking
practices hdfc
banking car
risk mamagement
(fewer)
sinharitwik
Ads by Google
GE Finance
All types of loans available
Apply Now!
www.gemoney.in/html
Now Compare Personal Loan
Quick Comparison of Personal Loans,
Get in 2min, Request Online & Enjoy
www.PolicyBazaar.com/Loan-Offers
Jobs in Banks.
Huge Demand in Banking Sector.
Submit Your Resume Free. Now!
MonsterIndia.com
Share & Embed
Related Documents
PreviousNext
1.
p.
p.
p.
2.
p.
p.
p.
3.
p.
p.
p.
4.
p.
p.
p.
5.
p.
p.
p.
6.
p.
p.
p.
7.
p.
p.
p.
8.
p.
p.
p.
9.
p.
p.
p.
10.
p.
p.
p.
11.
p.
p.
p.
12.
p.
p.
p.
13.
p.
p.
 p.
14.
p.
p.
p.
15.
p.
p.
p.
16.
p.
p.
p.
17.
p.
p.
p.
18.
p.
p.
p.
19.
p.
p.
p.
20.
p.
p.
p.
More from this user
PreviousNext
1.
17 p.
43 p.
51 p.
Recent Readcasters
Add a Comment
Submit
share:
Characters: 400
Sajjad Rab
Sajjad Rab left a comment
kamina
07 / 07 / 2010
ReplySpinner_mac_white
Report
Sujit Pratihari
Sujit Pratihari left a comment
thanks boss....
05 / 30 / 2010
ReplySpinner_mac_white
Report
Saurabh Singh
Saurabh Singh left a comment
singh.saurabh36@gmail.com
05 / 26 / 2010
ReplySpinner_mac_white
Report
vikkyg420 left a comment
Good project . Please mail me this project on vg1256210@gmail.com
05 / 04 / 2010
ReplySpinner_mac_white
Report
mauryaanil left a comment
ayush.bca1@yahoo.co.in
03 / 12 / 2010
ReplySpinner_mac_white
Report
Show More
Print this document
High Quality
Open the downloaded document, and select print from the file menu (PDF reader re
quired).
Add this document to your Collections
This is a private document, so it may only be added to private collections.
Transparent
Name:
Description:
Collection Type:
public locked: only you can add to this collection, but others can view it
public moderated: others can add to this collection, but you approve or reject a
dditions
private: only you can add to this collection, and only you will be able to view
it
Save collectionCancel
Finished? Back to Document
Upload a Document
Search Documents
* Follow Us!
* scribd.com/scribd
* twitter.com/scribd
* facebook.com/scribd
* About
* Press
* Blog
* Partners
* Scribd 101
* Web Stuff
* Scribd Store
 * Support
* FAQ
* Developers / API
* Jobs
* Terms
* Copyright
* Privacy
scribd. scribd. scribd. scribd. scribd.