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AT HDFC BANK
Date:
Place: Bangalore
Date:
(Dr.Nagesh S Malavalli)
Principal
Place: Bangalore
Date: (Dr. K V Prabhakar)
Internal Guide
Industry Profile 13
Company Profile 17
HDFC and Competitors 21
Area of study 24
Problem Statement 29
Research Objective 32
Research Methodology 34
Research Gap 38
Annexure 66
Glossary 71
Bibliography 73
Table 1 52
Chart 1 52
Graph 1 53
Table 2 54
Graph 2 54
Table 3 55
Graph 3 56
Indian Foreign
Industry-
The factors that influence the growth of banks are the following-
1. Increase in national income.
2. Increase in banking habit.
3. Expansion in banking facilities.
4. Inflows of deposits from Non Resident Indians.
HDFC Bank has been named Best Domestic Bank in India in The
Asset Triple A Country Awards 2005.
Currently they have a net profit for the year quarter ended 31st March
2006 of Rs.870.8 Cr.
Background
Business Objectives
Organisational Goals
VISION STATEMENT-
To build a world class Indian bank.
MISSION STATEMENT –
Use enabling technologies to provide value added products and
services to customers at value for money price.
SUBSIDIARIES AND ASSOCIATE COMPANIES
HDFC Bank
HDFC Mutual Fund
HDFC Standard Life Insurance Company
HDFC Realty
HDFC Chubb General Insurance Company Ltd.
Credit Information Bureau (India) Limited
Other Companies Co-Promoted by HDFC
ICICI Bank's equity shares are listed in India on the Bombay Stock
Exchange and the National Stock Exchange of India Limited and its
American Depositary Receipts (ADRs) are listed on the New York Stock
Exchange (NYSE)
Customer
Customer No
Sales Pitch decides to
Start walks into
made open
branch
account
Application
form given to Yes A
customer
No No
B
Customer fills
in Account
Opening Form ID Proof Address proof Photograph
PB contacts
customer for
addnl docs
No
Yes Yes No
Existing Satisfac
Satisfactory Satisfactory
customer tory
Yes No No Yes
Customer
A able to Yes
produce
Manager Yes Manager Yes addnl Docs
Excepti Excepti
on on
No
Valid customer
No No Customer
id provided
submits form
Addnl Doc
A Verified by PB
Ac not opened.
MC issued to
Funds parked cust for IP
in Dummy A/c Yes funds
No Satisfac
tory
PB contacts Customer
Clear No No Send
customer to able to
Funds Form returned docs to Yes
clear clear
available to PB CPU
exception. exception
C
Yes
No
PB Auth
Checks
Courier Control
Application Approved
Sheet prepared Send
form for Yes
completeness forms to
CPU
No Puts form No
CUSTOMERS”
South 1
25 120.00
20 100.00
Values
15 80.00 In numbers
60.00
10 40.00 Cumalative
5 20.00
0 0.00
Sanjeeva Reddy
Jagadamba
Begumpet EC
Secunderabad
Hyderabad
Nacharam
Salem
Mehdipatnam
Gaddianaram
Nungambakkam
RA Puram
Guntur
Himayat Nagar
Chanda Nagar
Hitec City
Centre
Nagar
Branches
Source-Field Investigation
140 120.00
120 100.00
100 80.00
80 In numbers
60 60.00
40.00 Cumalative
40
20 20.00
0 0.00
ad d a ut d
m
EC ity oa gl ar
k
oa
ro tto C R n P l ic
R
d
ri va SB ni
c
tta
a
IT C
a t
on la S ro am or
dm al W ct
gha or ri p
B le r K A
i ch P
E ne
R
an
B
Branches
Source-Field Investigation
30 120.00
25 100.00
20 80.00
in numbers
15 60.00 cumalative
10 40.00
5 20.00
0 0.00
ed ed er s a/
c ed h d d d d d
l at elat h v id ou g la te late r ifie uire r ifie
t g e e
re r O di
n pr
o en h re e r e t v re
q v
ess tur e ol f o n ot p m no g not
h in a n
dr na y fo tog
r Na als ost i nd s
A d S ig ad ent in in
re
f ic
i o
Ph
o
rig
P Fu
Al u f C O
s
In
Source-Field Investigation
Observation
At this branch, most of the account holders were employees of
Wipro. A bank official from this branch sits at the Wipro office and
handles all queries of the account holders through e mails. On
speaking to the official there, it was found that the introduction letter
to the bank was signed by the team lead. Presently, due to change in
the company policies, the signature of a senior level management is
required. This causes a delay in the bank procedure of account
opening. It was also found that the bank was understaffed.
30 120.00
25 100.00
20 80.00
In numbers
15 60.00
Cumalative
10 40.00
5 20.00
0 0.00
Co Info not
Introduction
Signature
related
Adress
Others
related
Name
Related
letter/ID
given
Reqd
Source-Field Investigation
Observation
This branch has a lot of corporate accounts and the value of
transactions is also huge. Due to this it was found that most of the
delays were caused by no proper introduction letter or ID proof
(Refer graph). Either the company information was inadequate or
there was a signature mismatch.
14 120.00
12 100.00
10
80.00
8 In numbers
60.00
6 Cumalative
40.00
4
2 20.00
0 0.00
differs(product
Introduction
self attested
Signature
related(142
Name related
add reqd in
FD related
Branch code
not indicated
resolution is
Permanent
and LC code)
AML form
given/ID
related
letter not
Address
&143)
Board
Code
Source-Field Investigation
Observation
This branch even though was well managed; the wok load seemed to
be very heavy on all working days of the bank. The highest rate of
delays was caused by signature mismatch. The increase of work load
seemed to be the major cause of reducing the efficiency of the bank.
Also, the new concept of AML form seemed to cause a lot of
inconvenience to the customers (refer Glossary for the meaning of
AML).
30 120.00
25 100.00
20 80.00
In numbers
15 60.00
cumalative
10 40.00
5 20.00
0 0.00
ed
ds
d
d
3)
FD
s
d
60
ed
g n ers
ry
te
te
am ffer
te
(8
la
un
itt
at
la
la
la
rm
h
to
bm
sa
i
el
re
ot
re
tf
re
in
/fo
d
.r
en
de
g
op ost
su
e
ss
te
tin
co
an
ci
co
la
re
p
si
id
is
ffi
P
re
dd
no
ex
su
er
A
in
pr
no
Source-Field Investigation
Observation
This branch was the most unorganized of all the above. The work
load was very high and the staff was unable to cope up to the work
pressure. There was no proper co ordination between the employees
and customers kept coming back with complaints that irked the staff
as well as the customers.
Employees Training
Customers
4 8
1
5
2 RECOMMENDATIONS
6 9
3 Account
7
Opening Delays
(AOD)
10
13
11
14
12
External Management
Factors Policies
The sub reasons identified are a result of observing the process the
bank follows to open an account. The main reasons are the parties
involved in account opening.
Inconvenience Response to
Service Failure
Service
Switching
Behaviour
Service Competition
Encounter Core Service
Failures Failures
The survey conducted will reveal if the bank’s services suffer from
any of the above traits. Also, it will aim at measuring the level of
satisfaction the customers have when it comes to transacting with
their bank.
8
7
6 Instantly
5 Within one hour
4
3 Within one day
2 More than 2 days
1
0
HDFC ICICI SBI Citibank Canara
Bank
Bank
Source-Field Investigation
Interpretation
From the above tabulated data, it is seen that most of the banks open
accounts of their customers in more than two days. HDFC Bank has
the highest reading of “within one day” category. Inspite of this, it
faces problems in certain branches that have been identified before.
However it faces close competition with ICICI and SBI bank in the
“within one day” category. From the z test done for the sample, all
the values lie between +1.96 to -1.96, and hence it the null hypothesis
can be accepted and it can be said that the sample does not differ
from the population.
Canara
Statements HDFC ICICI SBI Citibank Bank
Prompt service 6 6.16 5.83 7.83 6.11
Courteous employees 6.87 5.83 6.167 7.5 6.17
Caring employees 5.89 5.5 5.33 7.33 5.67
Services at promised time 7 6.167 4.83 8.33 6.11
Visually appealing 6.5 6.67 4.83 6.5 5.89
Willingness to help 6.7 5.67 6.167 7.67 6.22
Instills confidence 6.78 6.167 5.167 6.5 6.56
Feel safe while transacting 8.11 6.167 7 7.67 7.64
Source-Field Investigation
Graph 2
Perceived service levels of customers from their banks
10 HDFC
8 ICICI
6
4 SBI
2 Citibank
0
Prompt Courteous Caring Services at Visually Willingness Instills Made to Canara Bank
service employees employees promised appealing to help confidence feel safe
time while
transacting
Characteristics
Source-Field Investigation
Table 3
8
6.78 6.73 7
7
6
6 5.5
5
4
3
2
1
0
HDFC ICICI SBI Citibank Canara Bank
Source-Field Investigation
Interpretation
4 1
Operating Customer
Instructions Requirement
Planning
Matrix
3 2
Process Plan Technical
and Quality Features
Control Deployment
Charts Matrix
Macro-level recommendations:
Ms Darshana Patel
Name:
Gender:
Age:
Occupation:
PART-I
I would like to know your impression about how well your bank
provides services relative to your expectations. Please think about the
2 levels of expectations defined below:
Minimum Service Level: The minimum level of service you consider
adequate.
Desired Service Level: The level of service performance you desire.
1 2 3 4 5 6 7 8 9
Books:
"Total Quality Management" by Mr. Sridhar Bhatt (7th Edition)
Websites Used:
www.google.com
www.hdfcbank.com
www.businessweek.com
In our view, the aforesaid areas constitute 'green pasture' for future
research in this vital segment of the Banking Sector. Perhaps the line
of thinking, on which our research investigation is based, is quite
helpful.