Roll Roll No:No:

NamesNames

4949 Dhara ShahDhara Shah

5050 Gaurav ShahGaurav Shah

5151 Bhagyashree Bhagyashree ShindeShinde

5252 Rajvi ShahRajvi Shah

5353 Aditi SoniAditi Soni

5454 Hetal SoniHetal Soni

PlanningPlanning OrganizingOrganizing StaffingStaffing Leading / directingLeading / directing Controlling Controlling

Definition of BankDefinition of Bank The Reserve Bank of India Act, The Reserve Bank of India Act,

1934 and the Banking 1934 and the Banking Regulation Act, 1949, govern Regulation Act, 1949, govern the banking operations in India.the banking operations in India.

Evolution of bankingEvolution of banking

The RBI is the supreme The RBI is the supreme monetary and banking monetary and banking authority in the countryauthority in the countryPublic & Private BanksPublic & Private BanksCo-operative & DevelopmentCo-operative & Development

Comparison between Private & Comparison between Private & publicpublic

1. The receipt of the customer’s deposits 2. The collection of his cheques drawn on other banks3. The payment of the customer’s cheques drawn on

himself4. There are other various types of banking services like:

Advances – Overdraft, Cash Credit, etc. Deposits – Saving Account, Current Account, etc. Financial Services – Bill discounting etc. Foreign Services – Providing foreign currency,

travelers cheques, etc. Money Transmission – Funds transfer etc. Savings – Fixed deposits, etc. Services of place or time – ATM Services. Status – Debit Cards, Credit Cards, etc.

Why is Customer Service Important?Why is Customer Service Important? Ten key areas of customer service:

1. Submission of statement of A/Cs to customers

2. Updating of savings pass books.

3. Teller system efficiency.

4. Cleanliness and Upkeep of premises.

5. Intermediate Credit for institution cheques/land bills.

6. Advance intimation to customers for rewards of Term Deposits Receipts on maturity.

7. Advance for Debit/credit to accounts.

8. Punctuality of staff.

9. Handling of complaint register.

10. Maintain a complaint register.

Services Services

offered:offered:HDFCHDFC IOBIOB SBISBI BOBBOB AXIS AXIS

BankBank

PassbookPassbook Don’t issue Immediate updating

Almost 70% immediate updating is done

100% immediate updating

Issued & Updated after every transaction

Cash Cash

handling:handling:

•PaymentsPayments

•ReceiptsReceipts

If deposits are more, services are given at door steps

Different counters for both (token system)

Only 1 counter for both the function (over crowded)

4 counters for which accept both (Token system)

Different counters for both

LoanLoan Speedy process

Time consuming

Time consuming

Time consuming

Moderate time taken

Banker’s Banker’s

chequescheques

5 – 10 mins 20 – 30 mins

20 – 30 mins

20 – 30 mins

5 – 10 mins

Demand Demand

draftdraft

Payable at par

30 mins Payable at par

30 mins 10 -15 mins

Income Income

TaxTax

Accepted only from their customers (VAT & Sales tax not allowed by the Govt.)

Accepted from all i.e. even non bank customers are also allowed

Not applicable in this branch (if customers wants they sent to other branch)

Accepted only from their customers

Accepted only from their customers

ConclusionConclusion

Cheques depositing

Drop Box Manually Drop box system 4m 2 yrs

Drop box system 4m 1 yr

Manually as well as Drop Box

Issuing cheque books

Through post (in 3 days)

Hand delivery (in 1 day)

Through post (in 3 days)

Through post (in 3 days)

Through post (in 3 days)

E-bankingE-banking Tax payment

Not started yet

Not started yet

Tax payment

All banking transactions

SMS SMS

bankingbanking

yes yes yes yes yes