ok credit risk manliagementhdfc-bank

8/11/2019 Ok Credit Risk ManliagementHDFC-Bank

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ACKNO!"#$"%"NT

It is always acknowledged so precious a debt as that oflearning. It is the only debt that is dicult to replythrough gratitude. It is indeed a great opportunity forme to pen down a few lines about people to whom myacknowledgement is due.

It is my deepest sense of gratitude that I wish place on recordmy sincere thanks to Dr. Amit Gupta (Project guidefor

pro!iding me this opportunity to complete my projectwork in "arketing "anagement.

I would also like to thanks all those who could not #nd aseparate name but has help me directly or indirectly.

Last but not the least I would like to thanks my faculty members at Centurion

Institute of Professional Studies who gave me the useful tips and opened a

whole New World of Knowledge for me Lastly! I would like to thank all the

members of "#$C %ankand my colleagues who gave me fruitful information to finish

my pro&ect


3/73

"&"CUT'(" SU%%AR)

In accordance with the resource pro&ect the topic chosen identify the

corporate target market 'current account( and Costumers perception

of in )*IP+, city

In this research the beginning of the pro&ect is the assistance of

various tools! techni-ues and information belong to the sub&ect

.his research has been identified that there are no dependent and in

depended various which effecting the topic and problem relatively

.he problem identified the corporate target market 'current account(

and Costumers perception in )*IP+, city and effect a particular

consumer has been described in this research

"ence to observe the problem related response according to the

-uestionnaire many of the person -ueered

It is close ended -uestion asked so the respondent field for the

cogni/ance which is beneficial for me and company


4/73

0%)1C.I21

#ifferent objective behind conductin* this project-

o 'dentifyin* Customer s+tisf+ctions,

o Customer Orient+tion to+rds .e+tures +v+i/+b/e in 0#.C

1+n2Current Account products,

o !istin* of the product preferences in Current Account,

o Recommend+tion on %+r2et potenti+/ .or 0#.C 1+n2 in

Current Account,


5/73

Content t+b/e

S, No,Contents

P+*e No,

3 Introduction of pro&ect444444444 5

6 %anking sector introduction444444444 7839

9 Company profile4444444444444 3:895

: List of company products444444 978:7

; ,esearch ob&ective4444444444444 :8;9

7 #ata collection ? #ata analysis44444444 ;:8;;

Conclusion4444444444444444 5:

3@ ,ecommendation and Suggestion 4444444 5;855

33 Limitation of study4444444444444 57

36 *nneAure 44444444444444444 5istence in 'ndi+ is the St+te 1+n2 of 'ndi+7 hich

ori*in+ted in the The 1+n2 of 1en*+/ in C+/cutt+in 3une 4@


8/73

b+n2in* in 'ndi+ rem+ined the e>c/usive dom+in of "urope+ns for ne>t sever+/ dec+des

unti/ the be*innin* of the D


9/73

At this time7 the 'ndi+n economy +s p+ssin* throu*h + re/+tive period of st+bi/ity, Around

five dec+des h+ve e/+psed since the 'ndi+Fs .irst +r of 'ndependence7 +nd the soci+/7

industri+/ +nd other infr+structure h+ve deve/oped, At th+t time there ere very sm+//

b+n2s oper+ted by 'ndi+ns7 +nd most of them ere oned +nd oper+ted by p+rticu/+r

communities,

The presidency b+n2s domin+ted b+n2in* in 'ndi+, There ere +/so some e>ch+n*e b+n2s

+nd + number of 'ndi+njoint stoc2b+n2s, A// these b+n2s oper+ted in different se*ments

of the economy, The e>ch+n*e b+n2s7 most/y oned by "urope+ns7 concentr+ted on

fin+ncin* forei*n tr+de, 'ndi+n joint stoc2 b+n2s ere *ener+//y under c+pit+/ied +nd

/+c2ed the e>perience +nd m+turity to compete ith the presidency +nd e>ch+n*e b+n2s,

This se*ment+tion /et !ord Curon to observe7 "In respect of banking it seems we are

behind the times. We are like some old fashioned sailing ship, divided by solid wooden

bulkheads into separate and cumbersome compartments."

1y the 45


10/73

boost due to +r-re/+ted economic +ctivities, At /e+st 56 b+n2s in 'ndi+ f+i/ed beteen 454G

+nd 454@ +s indic+ted in the fo//oin* t+b/eB

)e+rsNumber of b+n2s

th+t f+i/ed

Authoried c+pit+/

;Rs, !+2hs=

P+id-up C+pit+/

;Rs, !+2hs=

3>39 36 67: 9;

3>3: :6 73@ 3@>

3>3; 33 ;5 ;

3>35 39 693 :

3>37 > 75 6;

3>3< 7 6@> 3

POST-'N#"P"N#"NC"

The p+rtition of 'ndi+ in 456 +dverse/y imp+cted the economies of Punj+b +nd est

1en*+/7p+r+/yin* b+n2in* +ctivities for months, 'ndi+Fs independencem+r2ed the end of

+ re*ime of the !+isse-f+irefor the 'ndi+n b+n2in*, The $overnment of 'ndi+initi+ted

me+sures to p/+y +n +ctive ro/e in the economic /ife of the n+tion7 +nd the 'ndustri+/ Po/icy

Reso/ution +dopted by the *overnment in 456@ envis+*ed + mi>ed economy, This resu/ted

into *re+ter invo/vement of the st+te in different se*ments of the economy inc/udin*

b+n2in* +nd fin+nce, The m+jor steps to re*u/+te b+n2in* inc/uded:
http://en.wikipedia.org/wiki/Partition_of_Indiahttp://en.wikipedia.org/wiki/Partition_of_Indiahttp://en.wikipedia.org/wiki/Partition_of_Indiahttp://en.wikipedia.org/wiki/Punjab,_Indiahttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/Laissez-fairehttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Mixed_economyhttp://en.wikipedia.org/wiki/Partition_of_Indiahttp://en.wikipedia.org/wiki/Punjab,_Indiahttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/West_Bengalhttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/Laissez-fairehttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Mixed_economy


11/73

'n 456@7 the Reserve 1+n2 of 'ndi+7 'ndi+Fs centr+/ b+n2in* +uthority7 +s

n+tion+/ied7 +nd it bec+me +n institution oned by the $overnment of 'ndi+,

'n 45657 the 1+n2in* Re*u/+tion Act +s en+cted hich empoered the Reserve

1+n2 of 'ndi+ ;R1'= to re*u/+te7 contro/7 +nd inspect the b+n2s in 'ndi+,

The 1+n2in* Re*u/+tion Act +/so provided th+t no ne b+n2 or br+nch of +n

e>istin* b+n2 m+y be opened ithout + /icense from the R1'7 +nd no to b+n2s

cou/d h+ve common directors,

0oever7 despite these provisions7 contro/ +nd re*u/+tions7 b+n2s in 'ndi+ e>cept the St+te

1+n2 of 'ndi+7 continued to be oned +nd oper+ted by priv+te persons, This ch+n*ed ith

the n+tion+/i+tion of m+jor b+n2s in 'ndi+ on 45th 3u/y7 45B5,

NAT'ONA!'SAT'ON

1y the 45Bpressed the intention of the $O'in the +nnu+/conference of the A// 'ndi+ Con*ress %eetin* in + p+per entit/ed "Stray thoughts on Bank

Nationalisation."The p+per +s received ith positive enthusi+sm, There+fter7 her move

+s sift +nd sudden7 +nd the $O' issued +n ordin+nce +nd n+tion+/isedthe 46 /+r*est

commerci+/ b+n2s ith effect from the midni*ht of 3u/y 457 45B5, 3+y+pr+2+sh N+r+y+n7 +

n+tion+/ /e+der of 'ndi+7 described the step +s + "masterstroke of political sagacity."ithin

to ee2s of the issue of the ordin+nce7 the P+r/i+mentp+ssed the 1+n2in* Comp+nies

;Ac?uition +nd Tr+nsfer of Undert+2in*= 1i//7 +nd it received the presidenti+/+pprov+/ on

5th Au*ust7 45B5,

A second dose of n+tion+/is+tion of B more commerci+/ b+n2s fo//oed in 45@


12/73

business of 'ndi+, !+ter on7 in the ye+r 455G7 one of the n+tion+/ised b+n2s7 n+me/y7 Ne

1+n2 of 'ndi++s mer*ed ith Punj+b N+tion+/ 1+n2, 't +s the first +nd on/y mer*er of

+ N+tion+/ised 1+n2 into + N+tion+/ised 1+n27 resu/tin* in the reducin* the number of

N+tion+/ised 1+n2s from D< to 45,

After this7 unti/ the 455t st+*e for the 'ndi+n b+n2in* h+s been setup ith the proposed re/+>+tion in the

norms for .orei*n #irect 'nvestment7 here +// .orei*n 'nvestors in b+n2s m+y be *iven

votin* ri*hts hich cou/d e>ceed the present c+p of 4


13/73

Current/y ;Ded e>ch+n*e r+te-+nd this h+s most/y been

true,

ith the *roth in the 'ndi+n economy e>pected to be stron* for ?uite some time-

especi+//y in its services sector-the dem+nd for b+n2in* services7 especi+//y ret+i/ b+n2in*7

mort*+*es +nd investment services +re e>pected to be stron*, One m+y +/so e>pect %9As7

t+2eovers7 +nd +sset s+/es,

'n %+rch D


14/73

CO%PAN) PRO.'!"

CO%P!"T" NA%" O. T0" CO%PAN)8

The 0ousin* #eve/opment .in+nce Corpor+tion !imited ;0#.C 1+n2

!td,=

1US'N"SS O13"CT'("

The prim+ry objective of 0#.Cis to enh+nce residenti+/ housin* stoc2 in the

country throu*h the provision of housin* fin+nce in + system+tic +nd profession+/

m+nner7 +nd to promote home onership, Another objective is to incre+se the f/o

of resources to the housin* sector by inte*r+tin* the housin* fin+nce sector ith the

over+// domestic fin+nci+/ m+r2ets,

OR$AN'SAT'ONA! $OA!S

0#.CFs m+in *o+/s +re to

;+= #eve/op c/ose re/+tionships ith individu+/ househo/ds7

;b= %+int+in its position +s the premier housin* fin+nce institution in the

country7

;c= Tr+nsform ide+s into vi+b/e +nd cre+tive so/utions7

;d= Provide consistent/y hi*h returns to sh+reho/ders7 +nd;e= To *ro throu*h diversific+tion by /ever+*in* off the e>istin* c/ient b+se

S!O$AN

Je Underst+nd )our or/d


15/73

0'STOR'CA! #"("!OP%"NT O. T0" CO%PAN)-

The 0ousin* #eve/opment .in+nce Corpor+tion !imited ;0#.C= +s

+mon*st the first to receive +n Fin princip/eF +pprov+/ from the Reserve 1+n2 of

'ndi+ ;R1'= to set up + b+n2 in the priv+te sector7 +s p+rt of the R1'Fs /iber+/is+tion

of the 'ndi+n 1+n2in* 'ndustry in 4556, The b+n2 +s incorpor+ted in Au*ust 4556

in the n+me of F0#.C 1+n2!imitedF7 ith its re*istered office in %umb+i7 'ndi+,

0#.C 1+n2commenced oper+tions +s + Schedu/ed Commerci+/ 1+n2 in 3+nu+ry

455E,

1US'N"SS .OCUS

0#.Cis 'ndi+Fs premier housin* fin+nce comp+ny +nd enjoys +n impecc+b/e

tr+c2 record in 'ndi+ +s e// +s in intern+tion+/ m+r2ets, Since its inception in

457 the Corpor+tion h+s m+int+ined + consistent +nd he+/thy *roth in its

oper+tions to rem+in the m+r2et /e+der in mort*+*es, 'ts outst+ndin* /o+n portfo/io

covers e// over + mi//ion de//in* units, 0#.Ch+s deve/oped si*nific+nt e>pertise

in ret+i/ mort*+*e /o+ns to different m+r2et se*ments +nd +/so h+s + /+r*e

corpor+te c/ient b+se for its housin* re/+ted credit f+ci/ities, ith its e>perience inthe fin+nci+/ m+r2ets7 + stron* m+r2et reput+tion7 /+r*e sh+reho/der b+se +nd

uni?ue consumer fr+nchise7 0#.C+s ide+//y positioned to promote + b+n2 in the

'ndi+n environment,

CAP'TA! STRUCTUR"

The +uthorised c+pit+/ of 0#.C 1+n2is Rs,6E< crore ;Rs,6,E bi//ion=, The

p+id-up c+pit+/ is Rs,G44,5 crore ;Rs,G,4 bi//ion=, The 0#.C$roup ho/ds DD,4H ofthe b+n2Fs e?uity +nd +bout 45,6H of the e?uity is he/d by the A#S #epository ;in

respect of the b+n2Fs Americ+n #epository Sh+res ;A#S= 'ssue=, Rou*h/y G4,GH of

the e?uity is he/d by .orei*n 'nstitution+/ 'nvestors ;.''s= +nd the b+n2 h+s +bout

45


16/73

+nd the N+tion+/ Stoc2 ">ch+n*e, The b+n2Fs Americ+n #epository Sh+res +re

/isted on the Ne )or2 Stoc2 ">ch+n*e ;N)S"= under the symbo/ 0#1,

#'STR'1UT'ON N"TORK

"#$C %*NK

0#.C 1+n2is he+d?u+rtered in %umb+i, The 1+n2 +t present h+s +n envi+b/e

netor2 of over B4 br+nches spre+d over GD cities +cross 'ndi+, A// br+nches

+re /in2ed on +n on/ine re+/-time b+sis, Customers in over 4D< /oc+tions +re +/so

serviced throu*h Te/ephone 1+n2in*, The 1+n2Fs e>p+nsion p/+ns t+2e into +ccount

the need to h+ve + presence in +// m+jor industri+/ +nd commerci+/ centres here its

corpor+te customers +re /oc+ted +s e// +s the need to bui/d + stron* ret+i/ customer

b+se for both deposits +nd /o+n products, 1ein* + c/e+rin*Lsett/ement b+n2 to

v+rious /e+din* stoc2 e>ch+n*es7 the 1+n2 h+s br+nches in the centres here the

NS"L1S" h+ve + stron* +nd +ctive member b+se,

The 1+n2 +/so h+s + netor2 of +bout over 45 netor2ed AT%s +cross these

March 2006 March 2007 March 2008

Citied 228 316 327

Branches 3 68! 122"

A#Ms 1323 160 2!00


17/73

cities, %oreover7 0#.C 1+n2Fs AT% netor2 c+n be +ccessed by +// domestic +nd

intern+tion+/ (is+L%+sterC+rd7 (is+ "/ectronL%+estro7 P/usLCirrus +nd Americ+n

">press CreditLCh+r*e c+rdho/ders,

T'%"S1ANK A%A!$A%AT'ON

'n + mi/estone tr+ns+ction in the 'ndi+n b+n2in* industry7 Times 1+n2 !imited ;+nother

ne priv+te sector b+n2 promoted by 1ennett7 Co/em+n 9 Co,LTimes $roup= +s mer*ed

ith 0#.C 1+n2!td,7 effective .ebru+ry DB7 Dperience in pub/ic po/icy7 +dministr+tion7 industry +nd commerci+/ b+n2in*, Senior

e>ecutives representin* 0#.C+re +/so on the 1o+rd,

Senior b+n2in* profession+/s ith subst+nti+/ e>perience in 'ndi+ +nd +bro+d he+d v+rious

businesses +nd functions +nd report to the %+n+*in* #irector, $iven the profession+/

e>pertise of the m+n+*ement te+m +nd the over+// focus on recruitin* +nd ret+inin* the


18/73

best t+/ent in the industry7 the b+n2 be/ieves th+t its peop/e +re + si*nific+nt competitive

stren*th,

T"C0NO!O$)

0#.C 1+n2oper+tes in + hi*h/y +utom+ted environment in terms of inform+tion

techno/o*y +nd communic+tion systems, A// the b+n2Fs br+nches h+ve on/ine connectivity7

hich en+b/es the b+n2 to offer speedy funds tr+nsfer f+ci/ities to its customers, %u/ti-

br+nch +ccess is +/so provided to ret+i/ customers throu*h the br+nch netor2 +nd

Autom+ted Te//er %+chines ;AT%s=,

Centralized Processing Units Derived Economies of cale

Electronic traight !hroughProcessing

"educed !ransaction Cost

Data #arehousing $ C"% &mprove cost efficiency$ Crosssell

&nnovative !echnology 'pplication Provide ne( or superior products

The 1+n2 h+s m+de subst+nti+/ efforts +nd investments in +c?uirin* the best techno/o*y

+v+i/+b/e intern+tion+//y7 to bui/d the infr+structure for + or/d c/+ss b+n2, The 1+n2Fs

business is supported by sc+/+b/e +nd robust systems hich ensure th+t our c/ients +/+ys

*et the finest services e offer,

2001


19/73

200

The 1+n2 h+s prioritied its en*+*ement in techno/o*y +nd the internet +s one of its 2ey*o+/s +nd h+s +/re+dy m+de si*nific+nt pro*ress in eb-en+b/in* its core businesses, 'n

e+ch of its businesses7 the 1+n2 h+s succeeded in /ever+*in* its m+r2et position7 e>pertise

+nd techno/o*y to cre+te + competitive +dv+nt+*e +nd bui/d m+r2et sh+re,

Branches !3$

A#M !0$

%hone Ban&in'

1!$

(nternet 2$

Mo)ile 1$

Branches 17$

A#M !$

%hone Ban&in'

12$(nternet 2$

Mo)ile 1$


20/73

1US'N"SS %'&

*etail +holesale

0#.C 1+n2 is + consistent p/+yer in the priv+te sector b+n2 +nd h+ve +

e// b+/+nced product +nd business mi> in the 'ndi+n +s e// +s overse+s

m+r2ets,

Customer se*ments ;ret+i/ 9 ho/es+/e= +ccount for @6H of Net revenues ;

.) D


21/73

m+n+*ement7 etc, The b+n2 is +/so + /e+din* provider of structured so/utions7 hich

combine c+sh m+n+*ement services ith vendor +nd distributor fin+nce for f+ci/it+tin*

superior supp/y ch+in m+n+*ement for its corpor+te customers, 1+sed on its superior

product de/ivery L service /eve/s +nd stron* customer orient+tion7 the 1+n2 h+s m+de

si*nific+nt inro+ds into the b+n2in* consorti+ of + number of /e+din* 'ndi+n corpor+tes

inc/udin* mu/tin+tion+/s7 comp+nies from the domestic business houses +nd prime pub/ic

sector comp+nies, 't is reco*nised +s + /e+din* provider of c+sh m+n+*ement +nd

tr+ns+ction+/ b+n2in* so/utions to corpor+te customers7 mutu+/ funds7 stoc2 e>ch+n*e

members +nd b+n2s,

Ret+i/ 1+n2in* Services

The objective of the Ret+i/ 1+n2 is to provide its t+r*et m+r2et customers + fu// r+n*e of

fin+nci+/ products +nd b+n2in* services7 *ivin* the customer + one-stop indo for +//

hisLher b+n2in* re?uirements, The products +re b+c2ed by or/d-c/+ss service +nd

de/ivered to the customers throu*h the *roin* br+nch netor27 +s e// +s throu*h

+/tern+tive de/ivery ch+nne/s /i2e AT%s7 Phone 1+n2in*7 Net 1+n2in* +nd %obi/e

1+n2in*,

The 0#.C 1+n2 Preferred pro*r+m for hi*h net orth individu+/s7 the 0#.C 1+n2

P/us +nd the 'nvestment Advisory Services pro*r+ms h+ve been desi*ned 2eepin* in mind

needs of customers ho see2 distinct fin+nci+/ so/utions7 inform+tion +nd +dvice on v+rious

investment +venues, The 1+n2 +/so h+s + ide +rr+y of ret+i/ /o+n products inc/udin* Auto

!o+ns7 !o+ns +*+inst m+r2et+b/e securities7 Person+/ !o+ns +nd !o+ns for To-hee/ers,

't is +/so + /e+din* provider of #epository P+rticip+nt ;#P= services for ret+i/ customers7

providin* customers the f+ci/ity to ho/d their investments in e/ectronic form,

0#.C 1+n2 +s the first b+n2 in 'ndi+ to /+unch +n 'ntern+tion+/ #ebit C+rd in

+ssoci+tion ith ('SA ;('SA "/ectron= +nd issues the %+sterC+rd %+estro debit c+rd +s

e//, The 1+n2 /+unched its credit c+rd business in /+te D


22/73

b+n2 h+d + tot+/ c+rd b+se ;debit +nd credit c+rds= of E,D mi//ion c+rds, The 1+n2 is +/so

one of the /e+din* p/+yers in the merch+nt +c?uirin* business ith over E


23/73

68wheeler loan

Commercial

vehicles finance

"ome loans ,etail business

banking

.ractor loan

Working Capital

$inance

Construction

1-uipment $inance

"ealth Care

$inance

1ducation Loan

Dold Loan

#erivatives

=udra Dold %ar

C+rds P+yment Services Access To 1+n2

Credit Card

#ebit Card

Prepaid Card

8888888888888888888888888888888

8

.ore> Services

8888888888888888888888888888888

8

Product ? Services

.rade Services

$oreA service%ranch Locater

,%I Duidelines

NetSafe

=erchant

Prepaid ,efill

%illpay

2isa %illpay

InstaPay

#irectPay

2isa=oney

.ransfer

eE=onies

1lectronic $unds

.ransfer

0nline Payment

of #irect .aA

Net%anking

0ne2iew

Insta*lert

=obile%anking *.=

Phone %anking

1mail Statements

%ranch Network


24/73

0O!"SA!" 1ANK'N$

Corpor+te Sm+// +nd %edium

"nterprises

.in+nci+/ 'nstitutions +nd

Trusts

$unded

Services

Non $unded

Services

2alue *dded

Services

Internet

%anking

$unded Services

Non $unded Services

Speciali/ed Services

2alue added services

Internet %anking

1ANKS

Clearing Sub8

=embership

,.DS E submembership

$und .ransfer

*.= .ie8ups

Corporate Salary ac

.aA Collection

.in+nci+/ 'nstitutions

%utu+/ .unds

Stoc2 1ro2ers

'nsur+nce Comp+nies

Commodities 1usiness

Trusts

NR' S"R('C"S

Accounts 9 #eposits Remitt+nces

,upee Saving ac

,upee Current ac

,upee $iAed #eposits

$oreign Currency #eposits

*ccounts for ,eturning Indians

North *merica

+K

1urope

South 1ast *sia

=iddle 1ast

*frica

0thers

Muic2 remit

'ndi+!in2

Che?ue !oc21o>

Te/e*r+phicL ire Tr+nsfer

.unds Tr+nsfer Che?uesL##sLTCs


25/73

'nvestment 9 'nsur+nces !o+ns

=utual $unds

Insurance

Private %anking

Portfolio Investment Scheme

"ome Loans

Loans *gainst Securities

Loans *gainst #eposits

Dold Credit Card

P+yment Services Access To 1+n2

NetSafe

%illPay

InstaPay

#irectPay

2isa =oney

0nline #onation

Net%anking

0ne2iew

Insta*lert

*.=

Phone%anking

1mail Statements

%ranch Network

1US'N"SS STRAT"$)

0#.C 1ANK mission is to be + or/d C/+ss 'ndi+n 1+n27 benchm+r2in*

themse/ves +*+inst intern+tion+/ st+nd+rds +nd best pr+ctices in terms of product

offerin*s7 techno/o*y7 service /eve/s7 ris2 m+n+*ement +nd +udit 9 comp/i+nce, The

objective is to bui/d sound customer fr+nchises +cross distinct businesses so +s to be +

preferred provider of b+n2in* services for t+r*et ret+i/ +nd ho/es+/e customer se*ments7

+nd to +chieve + he+/thy *roth in profit+bi/ity7 consistent ith the 1+n2Fs ris2 +ppetite,

1+n2 is committed to do this hi/e ensurin* the hi*hest /eve/s of ethic+/ st+nd+rds7

profession+/ inte*rity7 corpor+te *overn+nce +nd re*u/+tory comp/i+nce, Continue to


26/73

deve/op ne product +nd techno/o*y is the m+in business str+te*y of the b+n2, %+int+in

*ood re/+tion ith the customers is the m+in +nd prime objective of the b+n2,

0#.C 1ANKbusiness str+te*y emph+sies the fo//oin* :

'ncre+se m+r2et sh+re in 'ndi+s e>p+ndin* b+n2in* +nd .in+nci+/ services

industry by fo//oin* + discip/ined *roth str+te*y focusin* on ?u+/ity +nd not on

?u+ntity +nd de/iverin* hi*h ?u+/ity customer service,

!ever+*e our techno/o*y p/+tform +nd open sc+/e+b/e systems to de/iver more

products to more customers +nd to contro/ oper+tin* costs,

%+int+in current hi*h st+nd+rds for +sset ?u+/ity throu*h discip/ined credit ris2

m+n+*ement,

#eve/op innov+tive products +nd services th+t +ttr+ct the t+r*eted customers

+nd +ddress inefficiencies in the 'ndi+n fin+nci+/ sector,

Continue to deve/op products +nd services th+t reduce b+n2s cost of funds,

.ocus on hi*h e+rnin*s *roth ith /o vo/+ti/ity,

0U%AN R"SOURC"

The 1+n2s st+ffin* needs continued to incre+se durin* the ye+r p+rticu/+r/y in the

ret+i/ b+n2in* businesses in /ine ith the business *roth, Tot+/ number of emp/oyees

incre+sed from 46@@ +s of %+rchG47D


27/73

CR"#'T RAT'N$

The 1+n2 h+s its deposit pro*r+ms r+ted by to r+tin* +*encies - Credit An+/ysis 9

Rese+rch !imited ;CAR"= +nd .itch R+tin*s 'ndi+ Priv+te !imited, The 1+n2Fs .i>ed

#eposit pro*r+m h+s been r+ted FCAR" AAA ;.#=F Trip/e A by CAR"7 hich represents

instruments considered to be of the best ?u+/ity7 c+rryin* ne*/i*ib/e investment ris2,

CAR" h+s +/so r+ted the b+n2Fs Certific+te of #eposit ;C#= pro*r+m PR 4Q hich

represents superior c+p+city for rep+yment of short term promissory ob/i*+tions, .itch

R+tin*s 'ndi+ Pvt, !td, ;4pect+tion on its b+/+nced v+/ue

cre+tion +nd corpor+te *overn+nce pr+ctices in future, The b+n2 h+s been +ssi*ned +

FCR'S'! $(C !eve/ 4F r+tin* hich indic+tes th+t the b+n2Fs c+p+bi/ity ith respect to


28/73

e+/th cre+tion for +// its st+2eho/ders hi/e +doptin* sound corpor+te *overn+nce

pr+ctices is the hi*hest,

R"C"NT #"("!OP%"NT

The Reserve 1+n2 of 'ndi+ h+s +pproved the scheme of +m+/*+m+tion of Centurion

1+n2 of Punj+b !td,ith 0#.C 1+n2!td, ith effect from %+y DG7 D


29/73

%er*er ith Centurion 1+n2 of Punj+b !imited

On %+rch D7 D


30/73

;4GG4 crore=, !e+din* 'ndi+n +nd intern+tion+/ Pub/ic+tions h+ve reco*nied the

b+n2 for its perform+nce +nd ?u+/ity,

Centurion 1+n2 of Punj+b is one of the /e+din* ne *ener+tion priv+te sector b+n2s

in 'ndi+, The b+n2 serves individu+/ consumers7 sm+// +nd medium businesses +nd /+r*e

corpor+tions ith + fu// r+n*e of fin+nci+/ products +nd services for investin*7 /endin*

+nd +dvice on fin+nci+/ p/+nnin*, The b+n2 offers its customers +n +rr+y of e+/th

m+n+*ement products such +s mutu+/ funds7 /ife +nd *ener+/ insur+nce +nd h+s

est+b/ished + /e+dership FpositionF, The b+n2 is +/so + stron* p/+yer in forei*n

e>ch+n*e services7 person+/ /o+ns7 mort*+*es +nd +*ricu/tur+/ /o+ns, Addition+//y the

b+n2 offers + fu// suite of NR' b+n2in* products to Overse+s 'ndi+ns, On D5th Au*ust

Dch+n*es7 the 1+n2s sh+res +re +/so /isted on the

!u>embour* Stoc2 ">ch+n*e,

A+rds +nd Achievements - 1+n2in* Services

0#.C 1+n2be*+n oper+tions in 455E ith + simp/e mission: to be + FWorld8class Indian%ankF, e re+/ised th+t on/y + sin*/e-minded focus on product ?u+/ity +nd service


31/73

e>ce//ence ou/d he/p us *et there, Tod+y7 e +re proud to s+y th+t e +re e// on our +y

to+rds th+t *o+/,

't is e>treme/y *r+tifyin* th+t our efforts to+rds providin* customer convenience h+ve

been +ppreci+ted both n+tion+//y +nd intern+tion+//y,

Dch+n*e +nd N+sscom .ound+tionFs 1usiness for Soci+/

Responsibi/ity A+rds D


32/73

One of 'ndi+Fs %ost Respected Comp+nies1usiness or/d

1est Under + 1i//ion7 4


33/73


34/73

#r, P+ndit P+/+nde

%r, P+resh Su2th+n2+r

%r, 0+rish "n*ineer

B,A*D C,MM(##--

The 1o+rd h+s constituted committees of #irectors to t+2e informed decisions in the best

interest of the 1+n2, These committees monitor the +ctivities f+//in* ithin their terms of

reference, (+rious committees of the 1o+rd ere reconstituted durin* the ye+r due to

induction of +ddition+/ #irector n+me/yI %r, P+ndit P+/+nde, The 1o+rdFs Committees +re

+s fo//os:

The 1o+rdFs Committees +re +s fo//os:

Audit +nd Comp/i+nce Committee

Compens+tion Committee

'nvestorsF $riev+nce ;S0AR"= Committee

Ris2 %onitorin* Committee

Credit Approv+/ Committee

The Premises Committee

Nomin+tion Committee

.r+ud %onitorin* Committee

Customer Service Committee


35/73

"#$C bank branches in )aipur 0#.C 1+n2 3+ipur br+nch

Address# 8 ;:! Siddhi 2inayak!

*shok =arg!

C Scheme!

)aipur 8 9@6@@3

,a&asthan

.el @3:38697363;6973>3>

$aA @3:38953>:>

*.= G1S!Lockers G1S

Weekday B =onday to $riday! .imings B >9@ am to 99@ pm

Weekend B Saturday! .imings B >9@ am to 369@ pm

Weekly0ff B Sunday

0#.C 1+n2 3oh+ri 1++r br+nch

AddressShop H


36/73

.onk ,oad

)aipur 8 9@6@3;

,a&asthan

.el @3:38;33;;@7$aA @3:38;33;;:> '.elefaA(

*.= G1S!Lockers G1S

Weekday B =onday to $riday! .imings B 3@@@ am to :@@ pm

Weekend B Saturday! .imings B 3@@@ am to 3@@ pm

Weekly0ff B Sunday

0#.C 1+n2 (+ish+/i N+*+r br+nch

Address3@ 8 %! .arang *partments!Dautam =arg! Near *mrapali Circle!

2aishali Nagar!

)aipur 8 9@6@63

,a&asthan

.el @3:38;33@:39@3:3 E ;33@:36

$aA @3:38;33@:3:

*.= G1S!Lockers N0

Weekday B =onday! Wednesday to Saturday! .imings B >9@ am to 99@

pm

Weekend B Sunday! .imings B 3@9@ am to 39@ pm

Weekly0ff B .uesday

0#.C 1+n2 (idy+dh+r N+*+r br+nch

Address.imes S-uare! 3@!

Central Spine!

2idhadhar Nagar!

)aipur 8 9@6@69,a&asthan

.el @3:3 8 ;37@;;5

$aA @3:3 8 ;37@;;;

*.= G1S!Lockers N0


37/73

Weekday B =onday to $riday! .imings B >9@ am to 99@ pm

Weekend B Saturday! .imings B >9@ am to 369@ pm

Weekly0ff B Sunday


38/73

%urrent Account Product


39/73

PlusPlus Rs.100,000/-Rs.100,000/-AQBAQB

PremiumPremium Rs.25,000/-Rs.25,000/-AQBAQB

TradeTradeRs.40,000/-Rs.40,000/-AQBAQB

RegularRegular Rs.10,000/-Rs.10,000/-AQBAQB

Account TyesAccount Tyes


40/73

*ll services for all customers8 the only

difference is pricing

Provide payment solutions to the customer

Payment leads to balance build8up

Promotes closed8user8group 'C+D(

.ry to grab maAimum share of customer

business

Account !eaturesAccount !eatures


41/73

FeaturesHDFC an!

P"U#HDFC an!

$RAD%

PR%&IU&CurrentAccount

R%'U"ARCurrentAccount

ProductCodes

()*+ )),+))-+ ).)+(./+ (,0+()1+)-02+

(3.2

()3+ )*1+(.)+ ()/+

(,/

().+ )/)+)/1+ (..+(,3+ ()-

(),+ )//+)/*+ )/(+),0+ ))/+)*/+(.*+(.,+ (,.+(,,+ ))0+

))1

A4era5e6uarterlyalance7A68

Rs9,//+///:; Rs93/+///:; Rs9)*+///:; Rs9,/+///:;


42/73

FeaturesHDFC an!

P"U#HDFC an!

$RAD%



Che?ueoo!

Char5es7Issued >y

an!8

Paya>le;at;par

Paya>le;at;par

Paya>le;at;par

Paya>le;at;par

.// che?ue

lea4es Freeper month9Char5es Rs):; per leaf>eyond .//

lea4es

)// che?ue

lea4es Freeper month9Char5es Rs):; per leaf>eyond )//

lea4es

,// che?ue

lea4es Freeper month9Char5es Rs):; per leaf>eyond ,//

lea4es

Char5es Rs):; per leaf

Account !eatures "#e$ue%oo&Account !eatures "#e$ue%oo&


43/73


44/73

ul!$ransaction

Char5es

Alltransaction

s aresu>Bect to amaimum

of )*/transaction

s permonth+>eyond@hich

char5es Rs9*:; per

transaction

@ould >ele4ied9

Includes all"ocal :

Anyh@ereclearin5

andtransfer

transactions

Alltransactionsare su>Bect

to amaimum of

,*/transactionsper month+

>eyond@hich

char5es Rs9*:; per

transaction@ould >e

le4ied9Includes all "ocal :Anyh@ere

clearin5 andtransfer

transactions

Alltransactions

are su>Bectto a

maimum of,//

transactionsper month+

>eyond@hich

char5es Rs9*:; per

transaction@ould >ele4ied9

Includes all"ocal :

Anyh@ereclearin5 and

transfertransactions

Alltransactionsare su>Bect

to amaimum of

,//transactionsper month+

>eyond@hich

char5es Rs9*:; per

transaction@ould >e

le4ied9Includes all "ocal :Anyh@ere

clearin5 andtransfer

transactions


45/73

FeaturesHDFC an!

P"U#HDFC an!

$RAD%



CashDeposit;

Home ranch"ocation

Free uptoRs9,/ lacs

per month or*/

transactions

@hich e4er islo@er+

Deposit inecess of

Rs9,/ lacs or*/

transactions@ill >e

char5ed Rs9):; perRs9,+///:;+minimumRs9*/:;97Cash

deposit atnon;home>ranches

@ithin home;>ranch citysu>Bect to

limit ofRs9,//+///:;

per day8

Free uptoRs9* lacs permonth or 3/transactions

@hich e4er islo@er+Deposit inecess of

Rs9* lacs or3/

transactions@ill >e

char5ed Rs9):; perRs9,+///:;+

minimumRs9*/:;97Cash


@ithin home>ranch citysu>Bect to

limit ofRs9*/+///:;

per day

Free uptoRs9. lacs permonth or )*transactions


Rs9. lacs or)*

transactions@ill >e





limit ofRs9)*+///:;

per day8

Free uptoRs9) lacs permonth or )*transactions


Rs9) lacs or)*

transactions@ill >e





limit ofRs9,/+///:;

per day8

Account !eatures "as# T'n( )eositAccount !eatures "as# T'n( )eosit


46/73

Cash Deposit;


47/73

Cash Deposit

Product Depositor Home

Branch

Non-home branch in the

same city (Intra-city)

Non-home location

(Intercity)Self No limitRegular

Third party No limit

Maximum Rs. 10,000 perday per account(irrespective of self orthird party)

Not allowed

Self No limitPremium


Maximum Rs. 25,000 perday per account(irrespective of self or

third party)

Maximum Rs. 25,000per day per account(irrespective of self or

third party)

Self No limitTrade


Maximum Rs. 50,000 perday per account(irrespective of self orthird party)

Maximum Rs. 50,000per day per account(irrespective of self orthird party)

Self No limitPlus


Maximum Rs. 100,000per day per account

(irrespective of self orthird party)

Maximum Rs. 100,000per day per account

(irrespective of self orthird party)

.ransaction Limits


48/73

Cash #eposit Charges

Cash Deposit

Product Depositor HomeBranch

Non-home branch in thesame city (Intra-city)

Non-home location(Intercity)

SelfRegular

Third party

Free up to Rs. 200,000 per month or 25transactions per month. ChargesRs.2/1000, min Rs. 50/- per transactionbeyond free limits. (Irrespective of cashdeposited by self or third party)

Not allowed

SelfPremiumThird party


Rs. 3/1000(Irrespective of cashdeposited by self orthird party)

SelfTrade

Third party



SelfPlusThird party

Free up to Rs. 10,00,000 per month or 40transactions per month. ChargesRs.2/1000, min Rs. 50/- per transactionbeyond free limits. (Irrespective of cashdeposited by self or third party)



49/73

FeaturesHDFC an!

P"U#HDFC an!

$RAD%



Cashithdra@a

l;Homeranch

Free atHomeranch

Free atHomeranch

Free atHomeranch

Free atHomeranch

Cashithdra@a

l;eyond@hich

char5es Rs9):,///+min Rs9*/:;7Enly for

incremental amount8+$hird party

cash@ithdra@al

allo@edonly up tomaimum

Rs9

*/+///:;pertransaction

9

Free cash@ithdra@al

s uptoRs9*/+///:;

per day+>eyond@hich

char5es Rs9):,///+

min Rs9*/:; 7Enly

forincremental amount8+$hird party

cash@ithdra@al


Rs9

*/+///:;per

transaction9

Free cash@ithdra@al

s uptoRs9)*+///:;

per day+>eyond@hich

char5es Rs9):,///+

min Rs9*/:; 7Enly

forincremental amount8+$hird party

cash@ithdra@al


Rs9*/+///:;pertransaction

9

Cash@ithdra@als char5es

Rs9):,///+min Rs9 */$hird party

cash@ithdra@al


Rs9*/+///:;

pertransaction

9

Account !eatures "as# T'n( *it#dra+alAccount !eatures "as# T'n( *it#dra+al


50/73


51/73

Plus Current 'ccount !rade Current 'ccount Premium Current 'ccount "egular Current 'ccount

)ree '*c to '*c )und

!ransfer

)ree '*c to '*c )und

!ransfer

Cheaper '*c to '*c )und

!ransfer

Cheaper '*c to '*c )und

!ransfer

)ree "!+ )ree "!+ Cheaper "!+ payment *

Collection )ree

Cheaper "!+ payment *

Collection )ree

)ree DD*%C )ree DD*%C Cheaper DD*%C , )lat

charges

Cheaper DD*%C , )lat

charges

)ree -E)!

payment*Collections

)ree -E)!

payment*Collections

)ree -E)!

payment*Collections

)ree -E)!

payment*Collections

)ree 'ny(here

Payment*Collection of

"s. // 0acs pm

)ree 'ny(here

Payment*Collection of

"s. 1/ 0acs pm

)ree 'ny(here

Payment*Collection of "s.

21 0acs pm

P'P che3ue boo4

5// che3ue leaves free

per month

2// che3ue leaves free

per month

// che3ue leaves free per

month

Convenience to #ithdra(

Cash from all branches

Convenience to

Deposit 6 #ithdra(

Cash from all

Convenience to Deposit

6 #ithdra( Cash from

all branches

Convenience to Deposit 6

#ithdra( Cash from all

branches

Business Debit Card

)aster Collection of

7utstation che3ues

through C%


7utstation che3ues

through C%


7utstation che3ues through

C%


7utstation che3ues through

C%

Business Debit Card Business Debit Card Business Debit Card

Competitive 'dvantage

"ometitie Adantage"ometitie Adantage


52/73


53/73

R"S"ARC0 %"T0O#O!O$)

%ank basically means business and in business collection of raw data allows the managers to see the realscenario and then take a decision as per the data obtained .here are several implications in this

statementB

.he bank gets a clear picture of the +LIP =arket scenario

.hey can eAamine the available information in the form of data to make a decision

.hey can even get a clear picture of the scenario or potential of the Savings *ccount and +LIPs

of their banks in comparison to other banks

.he information can only be gathered by data collection and then analy/ing the available data

.herefore! it can be said that the data collection is an important part of the pro&ect

.he pro&ected ob&ectives were considered and as per the re-uirement a market survey was done

Procedure:

.he procedure that followed can be enlisted as belowB

,eading about the product

#eciding on the ob&ective to proceed

#eveloping Survey instruments

Conducting personal interviews of different age8groups! seA! monthly income and occupation

through a Juestionnaire

$inally analy/ing the data of various Deographic areas and trying to study with the other players

Process +dopted:

#+t+

R+ numbers'nform+tion


54/73

3 Daining knowledge about the productB

,eading about the product was the first step undertaken .his gave not only in depth knowledge

about what is been offered by other players but also proved useful while developing the

-uestionnaire

6 Steps in the #evelopment of the Survey Instruments

.he main instruments re-uired for survey was a well8developed -uestionnaire .he -uestionnaire

development took place in a series of steps as described belowB

Rese+rch objectives +re bein*

Rese+rch objectives +re bein* tr+nsformed into

inform+tion objectives,

The Appropri+te d+t+ co//ection methods h+ve been

determinedStep

D

Step

GThe inform+tion re?uired by e+ch objective is bein*

determined,

Step

6

Specific MuestionsLSc+/e %e+surement form+t is

deve/oped,

Step

E

MuestionLSc+/e %e+surements is bein* ev+/u+ted,

Step

B

Step

4


55/73

9 Customer SurveyB

.he people play an important part as a clear perception of people about the product can be

estimated and known Studying the need levels of the people regarding the Insurance product can be

observed It was very useful in knowing about the re-uirements of the people

: ,eferred to brochures and websites of competitorsB

.o understand the competitors product brochures and websites of various players were referred

and a competitive analogy of all the information is been made

The number of inform+tion needed is bein*determined,

Step

The ?uestionn+ire +nd /+yout is bein* ev+/u+ted,Step

@

Step

5

Revise the ?uestionn+ire /+yout if needed,

Step

4ecutive ;CS"= shou/d be tr+ined to e>p/+in theproduct fe+tures +nd its v+/ue +dded services to m+2e customers

product se/ection convenient,

D, Contr+ct S+/es ">ecutive ;CS"= shou/d recommend ri*ht product to

the ri*ht customer so +s to ensure + hi*h de*ree of s+tisf+ction

+mon* the customer,

G, The b+n2 needs to m+2e peop/e ++re +bout there products +nd the

b+sic benefits they c+n derive out of it, And +/so the differenti+/

fe+tures of its s+vin*s +ccount +s comp+red to other b+n2s,


69/73

service h+t ever the re+son the b+n2 c+n popu/+rie this service

to *+in +n ed*e over n+tion+/ied b+n2s +nd Co-oper+tive 1+n2s

B, Mu+/ity of service h+s been r+ted hi*h/y import+nt by +//

demofi*ureic f+ctors +s + re+son for b+n2in* ith + p+rticu/+r

b+n27 St+nd+rd Ch+rtered needs to improve the services provided

to its e>istin* customers before +ttr+ctin* more in the future +nd

use ord of mouth +s + promotion+/ too/ to incre+se the s+/es

potenti+/ of its s+vin*s +ccount,


70/73

LIMITATIONS

Some of the /imit+tions of the project +re /isted +s be/o:

4, The time bound period is the m+jor /imit+tion in rese+rch projects,

D, #ue to the fin+nci+/ +nd time constr+ints + c/uster +n+/ysis of the

popu/+tion so +s to *et better resu/ts +s not fe+sib/e,

G, The rese+rch conduct in j+ipur city on/y,

6, 't +s difficu/t to bre+2 the ice ith the common peop/e initi+//y, 't

+s + d+untin* t+s2 to convince them to fi// in the person+/ det+i/s of

the ?uestionn+ire here they h+ve to mention the month/y income7

occup+tion etc,

E, To convince the peop/e for + proper interviein* process is +/so

difficu/t,

B, Compi/+tion of d+t+ on competitor +n+/ysis +s difficu/t due to non-

+v+i/+bi/ity of correct inform+tion,

, The fi*ures h+ve been t+2en +s +ppro>im+tions,


71/73

ANN"&UR"

J+1S.I0N*I,18


72/73

3 Name of ,easpondent

6 Contact Person

9 Contact No

: =onthly .ransaction

; #o you "ave Current *ccount

'a( Ges 'b( No

5 If Ges Which banks8

o ICICI

o "#$C

o Kotak =ahindra %anko Nationali/ed %anks

o Co80perative %anks

7 Which $actors do you consider for opening a Current *ccount

o *ccessibility

o =inimum %alance

o ## Pay 0rder

o $ree Che-ue

o #ebit Card

o Cash #eposit

< Which mode of transaction do you avail fre-uently'a( Che-ue ' b( ## 'c( Pay 0rder

> Which type of transaction do you made'a( Inter city 'b( Intra city 'c( %oth

3@ #oes your bank assist you in case of any problem

'a( Ges 'b( No

33 What are the additional %enefits do you eApect from a Current *ccount

#ate

o Che-ue Pick up

o Net %anking

o =obile %anking

o *t Par Che-ues

o N1$.

o ,.DS

%


73/73

Place Signature

1'1!O$RAP0)

ok credit risk manliagementhdfc-bank

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