ACKNOWLEDGMENT

First and foremost let us sincerely thanks ALMIGHTY for this great opportunity and blessing that he has showered up on us for the successful and timely completion of our project work. We great fully wish to forward due respect and thanks to our teacher Sir Mustafa Mir for his continues, valuable and informative support and kind piece of advice in the process of research without which the project would not have been efficiently completed. Once again we take this opportunity to convey our sincere thanks to each and every person who helped us directly and indirectly in the successful completion of this project.

Introduction:MCB Bank Limited, with more than 60 years of experience as one of the leading banks in Pakistan, was incorporated on July 9 in 1947. The bank has journeyed remarkable tenure of more than half a century of competitively edged and well positioned heights of success by deploying quality banking, heads on technological developments, professionally leading management and prudent and ethical work methodologies. MCB was nationalized along with other private banks in 1974 as part of Government of Pakistan's economic reform movement and was later privatized to Nishat Group lead consortium in 1991. (MCB Bank, Annual report 2010,)

Q.1 What types of services and goods selected company is offering? How do they have designed their products their products or services? Does design have any impact for increasing customers retention and satisfaction?

Current Account Savings Account

Term Deposit MCB Online Banking MCB MNET MCB Cash Management MCB Channel Financing MCB Local Rupee Drawing Arrangement MCB Home Remittance MCB Corporate Financing MCB Project & Structured Finance MCB Syndicated Loans and Debt Capital Markets MCB Quasi Equity/Hybrid Instruments MCB Equity Capital Raising MCB Advisory Services MCB Islamic Banking MCB Agri Products MCB Privilege MCB Salary Club MCB Investment Services MCB Visa Credit Card MCB Car4U MCB Instant Finance MCB Smart Card MCB Rupee Travelers Cheque MCB ATMs MCB Mobile ATM MCB Lockers MCB SMS Banking MCB Full-Day Banking MCB Bancassurance MCB Call Centre MCB Mobile MCB Virtual Banking

The above are their products and services which they offered. They use separation strategy to design their products and services. As they design their service according to their customer demand and they specific the persons for a specific service. e.g. If a person wants to open an account he will go to the operation manager and if he wants to take cash he will go to the cash counter. The design of their services does not increasing the customer retention and satisfaction as the customers are no satisfied with their current services process. The bank also uses the

modular strategy. As they allow their customer to invest their money in different types of account of their wish. Q.2 How the companies are managing their quality do they have any QMS (quality management system) in place. How this QMS system works, if any?

QUALITY MANAGEMENT:
MCB has quality management system which is developed to ensure and to retain the quality in its services. It involves senior managers of different departments and assigns jobs for the quality management. Job Descriptions: There is certain job descriptions of the persons involved on the basis of hierarchy. Different jobs are assigned to the individuals according to the designation and authority regarding quality. They plan organize and ensure the quality standards and to maintain the quality at all levels. High officials develop strategies to maintain quality and communicate to all employees at different levels to designate authority. All employees maintain quality standards at their own departments to achieve excellence. Complaint Resolution Unit (CRU): MCB has a complaint resolution unit to receive complaints from customers and to resolve issues of their customers. Service quality Consumer (SQ): To provide the stakeholders and management quality statistics, individual units performance and to assist them in drawing action plans to overcome deficiencies. Quality Measurements: The objective of quality measurements is to keep a check on the timelines of any service measurements. In MCB consumer products is achieved through measuring turnaround times throughout the process.

Q.3 What are different processes that are supporting a customer to avail a companys particular product or service? Any equipment and technology that is necessary to operate these processes?

PROCESS DESIGN (BANK ACCOUNT)

MCB has a standardized account opening form which is approved by the State Bank of Pakistan. It has different accounts to entertain their customers. Customers are directly involved in process design as the bank facilitate them according to their needs and the nature of customers. The main features of their accounts are as follows: MCB give different facilities to its new account holders: Cheque book Debit Card Online Transfer Facility Internet Banking Mobile Banking Alerts

MCB uses new and improved technology for handling its processes as its gives its customers to enjoy online banking as well as mobile banking. Q.4 How the management has arranged the facility? How large they are needed to arrange a particular facility for their operations?

LAYOUT STRATEGY
MCB provide its customers with ease and make banking simple. MCB has two types of customers: 1. Visitors who only come to visit the branch 2. Account holders who have particular account and connected to the bank When any person comes to the bank he first meets the representative officer where officer gives the guidance of concerned department. Lets say he want to open the new account. He is guided to account opening department. Account officer first entertain the person with tea or coffee. Then he acquire the personal data of the person and the evidence of his work or the pay slip if the person is a job holder and ensure him that this data would not be disclosed to any other person or not used for any other purpose and after acquiring all the details regarding person

officer take the signature of the person on the account opening form by telling him all the terms and conditions of the bank. As the banking is centralized all these details of the person with account opening form is sent to the head office from where they approved the details and then the bank give the details of the account to its account holder and after that customer enjoy all the facilities like Online Transfer Payment through Cheque Internet Banking Mobile Banking Sms Alerts

Q:5 How the management is dealing with Major supplies and managing these supplies issues? How they are using this particular are to attain objectives? There are two major supplies of MCB Bank 1. Customers Deposits 2. Persons who purchase shares of the bank The management accepts the deposits of the customers and uses them to earn profits through different means. The bank uses customer deposits to invest in different securities by means of earnings and to diversify its risk. The second major supplies of the bank are their shareholders. Who show their trust and invest their money in the bank. To sustained and satisfied these two major supplies the major objective of the bank is to satisfy them in best possible ways where win win situation can exist. To retain the depositor MCB offers their customers the best services they can. The main competitive advantage MCB has is its largest network all over the Pakistan. It has maximum branches as compared to any bank in the Pakistan. It has its branches in the rural where no other bank exists. And the most importantly its major of branches are online and connected with each other. Secondly to attain its share holder it has to give them good dividend. And in this area MCB has achieved substantial growth in the industry. Its Net income for the year of 2010 is Rs. 17 billion (MCB Bank, Annual report 2010) that is the MCB bank is one of the leading banks of the Pakistan.

Introduction:Standard Chartered Bank was formed in 1969 through the merger of two separate banks, the Standard Bank of British South Africa and the Chartered Bank of India, Australia and China. These banks had capitalised on the expansion of trade between Europe, Asia and Africa. The Chartered Bank was founded by James Wilson following the grant of a Royal Charter by Queen Victoria in 1853. The bank opened in Mumbai (Bombay), Kolkata and Shanghai in 1858, followed by Hong Kong and Singapore in 1859. The traditional trade was in cotton from Mumbai, indigo and tea from Kolkata, rice from Burma, sugar from Java, tobacco from Sumatra, hemp from Manila and silk from Yokohama. The bank played a major role in the development of trade with the East following the opening of the Suez Canal in 1869 and the extension of the telegraph to China in 1871. In 1957 Chartered Bank bought the Eastern Bank, together with the Ionian Bank's Cyprus Branches and established a presence in the Gulf. The Standard Bank was founded in the Cape Province of South Africa in 1862 by John Paterson, and started business in Port Elizabeth in the following year. The bank was prominent in financing the development of the diamond fields of Kimberley from 1867. It later extended its network further north to the new town of Johannesburg when gold was discovered there in 1885. (Standard Chartered Bank, Annual report 2008,) Q.1 What types of services and goods selected company is offering? How do they have designed their products their products or services? Does design have any impact for increasing customers retention and satisfaction?
Personal Banking Savings & accounts My Dream Savings Accounts Services Super Savers Premium Auto BillsPay Super Savers Account Dial-a-Draft E Savers Account Free@18

School Banking Account Locker Services Current Accounts Saturday & Evening Banking Current Account Student Files Foreign Currency Current Account Fixed Deposit RFCD Account Fixed Deposits Convertible & Non-Convertible NFCD Account Loans Mortgages Credit cards Insurance Investments Employee Banking

Priority & International Banking Priority service Priority solutions Priority benefits International banking services

Private Banking Online services SME Banking Working capital Business expansion Business protection Yield enhancement

Wholesale Banking Transaction Banking Financial Markets Corporate Finance Principal Finance

Islamic Banking Islamic Personal Banking Islamic Priority Banking Islamic SME Banking Islamic Wholesale Banking

The above are their products and services which they offered. They use separation strategy to design their products and services. As they design their service according to their customer demand and they specific the persons for a specific service. e.g. If a person wants to open a account he will go to the operation manager and if he wants to take cash he will go to the cash counter. The bank also uses the modular strategy. As they allow their customer to invest their money in different types of account of their wish. Q.2 How the companies are managing their quality do they have any QMS (quality management system) in place. How this QMS system works, if any? SC bank has quality management system which is developed to ensure and to retain the quality in its services. Under below is explain how the quality system of MCB works.

QUALITY ASSURANCE IN BANKING SERVICES

Overview To keep pace with the changing scenario of the banking industry, the management of SC bank is committed to improve the quality of services and transform it into a modern and dynamic institution. The management has initiated a number of steps aimed at improving the quality and efficiency of its services in all areas of operations. Efforts are being made to harness the skills of its human resources besides managers are continuously reviewing business practices, procedures and service delivery mechanism to set high ethical and service standards. To accomplish this task in a systematic and professional manner, a Quality Assurance Department (QAD) was established at head office of SC
bank.

Terms of Reference The following Terms of Reference (TOR) of the QAD were decided after a thorough study and detailed discussions in the forum of Heads of Departments:

Recommend quality standards in different areas of Banks operations. Identify improvement for strengthening and simplifying existing procedures including redundancies and duplications. Suggest improvement in customers and stakeholders service The TOR of QAD will research and reviewedin quality in view theon level. Carry out regularly be analysis keeping assurance future developments as also to streamline its operations. continuous basis. Organizational structure of the department The organizational structure of the department has been designed keeping in view the goals assigned to QAD. The department comprises the following two core divisions: Quality Assurance Analysis Division Standards Evaluation and Monitoring Division Annual Performance Review of SBP BSC FY08 Strengthening of procedure and standards at corporate level. Efficient utilization of available resources with appropriate delegation of powers among various hierarchy so that different functions are carried out in an expeditious and cost-effective manner. Evaluation of performance of different services and delivery standard and make recommendations for enhanced customer satisfaction. Analysis/ studies and surveys to ensure implantation of quality assurance services/ deliveries. Elimination of redundant internal processes/ procedures and duplication/ over lapping etc. Designing of Standard Operating Procedures (SOPs) to meet the internationally accepted best practices. Q.3 What are different processes that are supporting a customer to avail a companys particular product or service? Any equipment and technology that is necessary to operate these processes?

PROCESS DESIGN (BANK ACCOUNT)

Standard Chartered bank has a standardized account opening form which is approved by the State Bank of Pakistan. It has different accounts to entertain their customers. Customers are not directly involved in process design because the bank has standardized accounts as per policies and criteria of bank. The main features of their accounts are as follows:

Standard Chartered give different facilities to its new account holders: Cheque book Free Debit Card Free Online Transfer Facility Free Internet Banking Free Mobile Banking Free Alerts

Standard Chartered uses new and improved technology for handling its processes as it gives its customers to enjoy online banking as well as mobile banking which is free of cost and it is the main strength of standard chartered that it gives its customers the outstanding services which is totally free of cost. Q.4 How the management has arranged the facility? How large they are needed to arrange a particular facility for their operations?

LAYOUT STRATEGY
Standard Chartered provide its customers with ease and make banking simple. Standard Chartered give services to its customers at their doorstep. When any person comes to the bank he first meets the representative officer where officer gives the guidance of concerned department. Lets say he want to open the new account. He is guided to account opening department. Account officer first entertain the person with tea or coffee. Then he acquire the personal data of the person and the evidence of his work or the pay slip if the person is a job holder and ensure him that this data would not be disclosed to any other person or not used for any other purpose and after acquiring all the details regarding person, officer take the signature of the person on the account opening form by telling him all the terms and conditions of the bank. As the banking is centralized all these details of the person with account opening form is sent to the head office from where they approved the details and then the bank give the details of the account to its account holder and after that customer enjoy all the facilities like Free Online Transfer Free payment through Cheque Free Internet Banking Free mobile Banking Free sms Alerts

Standard Chartered has the advanced facility to open a bank account online through the site which is very simple procedure. You simply go to the Standard Chartered website and access information about new account opening where you just simply put some information about yourself and your account is opened but it will verify when you go to the branch and deposit the cash. Q.5 How the management is dealing with Major supplies and managing these supplies issues? How they are using this particular are to attain objectives? There are two major supplies of Standard Chartered Bank 1. Customers Deposits 2. Persons who purchase shares of the bank The bank accepts the deposits of the customers and uses them to earn profits through different means. The bank uses customer deposits to invest in different securities by means of earnings and to diversify its risk. Their main objective is to attract new and to retain existing customers. Standard Chartered is offering many services to its customers which are the main supplies of the bank and it is providing most of the attractive services absolutely free of cost, due to which they are attracting more and more customers. On the other hand standard chartered also make calls to their customers if the person is not using any service of the bank or not in touch with the bank whether to solve issues if there are any. The second major supplies of the bank are their shareholders who show their trust and invest their money in the bank. Standard chartered is retaining its shareholders through different means and make privileges to them in shape of dividend. Conclusion: Both banks are providing services of the same kind but in different manner. We have concluded that the MCB bank is established bank in Pakistan and is earning due to the greater number of branches in all the areas of Pakistan especially in the rural areas whereas if we see on the other hand the standard chartered bank is an international bank providing excellent services to its customers and most services are free of cost which is beneficial for the customers of standard chartered bank and they like to stick with that.

APPENDIX
References:
1. MCB Bank Ltd. (2010). Annual report. Retrieved from http://www.mcb.com.pk/uploads/FCG/docs/MCB%20Annual%20Report%202010.. pdf 2. Standard Chartered Bank Ltd. (2010). Annual report. Retrieved from
http://www.standardchartered.com/en/resources/global en/pdf/annual_reports/Standard_Chartered_Annual_Report_2011.pdf

3. MCB Official web site: http://www.mcb.com.pk 4. Standard chartered bank Official web site:
www.standardchartered.com/

5. www.sbp.org.pk/sbp_bsc/apr/per-05/Chapt-12.pdf 6. Operational Manager of MCB Bank Kutchery Chowk Gujrat

Submitted To: Class: Section: Submission Date: Submitted By:

Sir Mustafa Mir MBA A.Z 28.06.2012

Name of student Sohail Muqadas Muhammad Bilal

Registration No 10031920-070 10031920-155