Performance ManagementFinal Project

Sir Tahir Mahmmood

Syed Hassan Raza13013045039

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TABLE OF CONTENTSSerial # Contents Page #

1. ACKNOWLEDGEMENT

2

2. EXECUTIVE SUMMARY

History

Scope

Limitation

3

3. QUESTION & ANSWERS

4

4. BALANCE SCORECARD

8

5. CONCLUSION 10

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Acknowledgement

In the name of ALLAH who is most beneficial and merciful. I respect

and thank, to our resource person SIR TAHIR MAHMOOD for

giving me an opportunity to do the project work on United Bank

Limited.

I have taken efforts in this project. However, it would not have been possible

without the kind support and help of many individuals and organizations. I

would like to extend my sincere thanks to all of them.

I am highly indebted to (Name of your Organization Guide) for their guidance

and constant supervision as well as for providing necessary information

regarding the project & also for their support in completing the project. I would

like to express my gratitude towards my parents & member of (Organization

Name) For their kind co-operation and encouragement which help me in

completion of this project.

I would like to express my special gratitude and thanks to industry persons for

giving me such attention and time.

My thanks and appreciations also go to my colleague in developing the project

and people who have willingly helped me out with their abilities.

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Executive Summary

HistoryAgha Hasan Abedi founded the bank in 1959. In 1971 the Government of Pakistan nationalized the bank. In 2002, the Government of Pakistan sold it in an open auction to a consortium of Abu Dhabi Group and Best way.

In 2002, the bank merged its operations in the UK with those belonging to National Bank of Pakistan to form United National Bank Limited. United Bank owns 55% of the joint-venture and NationalBank of Pakistan owning the remainder.

IntroductionUnited Bank Limited was incorporated in Pakistan with the registered office in Karachi, and the principal office situated in Islamabad.

UBL has assets of over Rs.1 trillion and a solid track record of over fifty years - in addition, the bank operates 1281 branches all over Pakistan including 22 Islamic banking branches, and 1 branch in Karachi export processing zone and 18 branches outside Pakistan.

The banks ordinary shares are listed on all three stock exchanges in Pakistan and its global Depositary Receipts (GDRs) are on the list of the UK Listing Authority and the London Stock Exchange Professional Securities Market. These GDRs are also eligible for trading on the international Order Book System of the London Stock Exchange.

Scope I went to UBL Bank Burewala 2 May 2014 to get information for my project. It has a great experience for me and I met the branch manager of UBLMr’ MUHAMMAD AHSAN, and I get the whole information for all four perspective which is required for my project. I do many questions about four perspective like customer, financial, innovation, and internal environment. Then I learn how organization thinks about customer, and how employees play a key role in the organization. I got many things from this project and it enhances my knowledge.

LIMITATION Manager answer me all questions which I asked, except only the name of its key customer.

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Question & Answer

Customer PerspectiveQ.1Which type of loan provide to customer?

Ans: 1) Home loan 2) Auto loan

3) UBL SilahMila

Q.2What kind of Services provided by UBL to its customer?

Ans: 1) Locker facility 2) Western Union

3) Hajj services 4) Utility bills

Q.3Which time you response to your customer complaint?

Ans:6 days

Q.4Do you provide helpline and how can you provide help to customer?

Ans: We provide all financial information on our website for investor and customer and UBL helpline no 0800-11-825.

Q.5Do you use survey to find out how customer feel about you?

Ans: We always welcome suggestions of our customer and conduct different survey to know about customer need.

Q.6Which types of services provide to corporate client?

Ans: UBL provide services to its corporate clients?

TFC investment, Bridge financing, Commercial papers, Lease financing, Securitization, Letter of credit, Letter of guarantee, Stand by LC’s.

Q.7 Your outside partner?

Ans: Zong, Indus Motor

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Internal Business Perspective

Q.1Centralized OR Decentralized environment operate by the bank?

Ans Centralized environment exists in UBL.

Q.2Does UBLoffer the bonuses to its employees?

Ans UBL offer the bonuses to its employees at Eid festival.

Q.3How UBL evaluate its employee’s performance?

Ans UBL evaluate employee’s performance by performance management.

Q.4How many branches of UBL?

Ans: Total 1301branches

Q.5Does UBL run accounting system by computerized or manually?

Ans: Total accounting system is computerized.

Q.6Which accounting software use by UBL?

Ans Symbols software

Q.7Who many department in UBL branch?

Ans 1) Sales 2) Cash 3) operation

Q.8How many employees do you have?

Ans: 15 plus

Q.9What are extra benefit for employees?

Ans: Bonuses, employees loan etc.

Q.10Name of legal advisor?

Ans: M/S Mohammad Ghani & co.

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Innovation and Learning perspectiveQ.1Do you have capital protected plan to be launched?

Ans: Yes, UBL funds launched Pakistani first CPPI (Constant proportion portfolio insurance) based principal protected products.

Q.2New product introduction vs. competition?

Ans: UBL Omni.

Q.3New scheme introduced by UBL.

Ans: UBL introduced firstly Miner account in Pakistan.

Q.4Does UBL provides training to its employees?

Ans: UBL provide training to employees within one month.

Q.5 New innovation launched?

Ans: CPPI (Constant proportion portfolio insurance)

Financial perspectiveQ.1Earning per share

Ans: 15.21

Q.2Cash flow

Ans: 114,388,000

Q.3What is ROCE?

Ans: 21.0%

Q.4What is ROE?

Ans: 22.3%

Q.5Net asset

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Ans: 100,913,997

Q.6Cash flows of the organization are weak or strong?Ans: Last year 109,316,000 Current year 114,388,000 (strong)

Balanced Scorecard

Customer PerspectiveGoals Measures

1.Services Locker, Western Union, Hajj Services, Utility Bill

2.Response to complaint 6 days

3.Partnership Zong partner up with UBL to provide online recharge facility , Indus Motor company

4.Total branches 1301

5. Creative value in future Customer Satisfaction

Internal Business PerspectiveGoals Measures

1.Environment Centralized

2.No of employees 15 plus

3.Legal advisor M/S Mohammad Ghani Advocate

4. Accounting Software Symbols

5.Employees benefits Bonuses at Eid Festival, Loans to employees

6.Evaluate Employees performance Performance management

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Innovation &Learning Perspective

Goals Measures

1.New Scheme Miner A/c

2. Time to Market UBL Omni introduced Vs. Easy Paisa

3. Training to employees One month

4. Technology Computerized

5.New innovation CPPI ( Constant proportion portfolio insurance)

Financial perspective

Goals Measures

1.Profit growth 4%

2.Profit Measure Measure through % of sale

3. Cash flow Strong

4. EPS 15.21%

5. ROCE 21%

6.ROE 22.3%

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ConclusionDuring My project, I observed many things at the United Bank such as its working procedures, policies, and many other aspects of practical nature of a big organization like United Bank. On the basis of all these observations, I have come to the conclusion that the banking field is more competitive and dynamic now a day. There are a lot of financial institutions working side by side. In this competitive environment the bank must have to use more innovative and creative ideas so that to attract customer. UBL is now working as a private bank. Its equity position is very strong and it can complete its competitor in every aspect of banking. Balance scorecard is good method to know the financial and non-financial performance of organization.

Recommendations Administrative expenses are 51% of the mark up revenue. it must be

reduced.

Promotions are carried out on annual basis ignoring the importance of capabilities and performance outputs.

Increase the product range to meet the broader range of customers’ needs.

The bank should keep on filling the gap between customer and the bank through consumer friendly attitude and efficient services

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