INTERNSHIP REPORT ON HABIB BANK LlMlTED

Internship Report submitted to the Faculty of Management & Administrative Sciences in Partial Fulfillment of the Requirements for the Degree of Bachelors of Business Administration
BY Name of Student Role Number Program & Session Nairess Khalid 11014220-171 M.BA

UNIVERSITY OF GUJRAT
Date of Submission

Name of Program Coordinator ___________________ Signature of Program Coordinator_________________

Internship Certificate

Executive summary Banking sector owes a pivotal importance in the economy of any country through its vibrant functions. This is the deep seated motivator that geared up me to join any bank for internship. Moreover, the practice and familiarity learned during this tenure would also attest very helpful and alleviating in the awaiting proficient life. Every student of MBA (Finance) in university of gujrat has an essential requirement to do six to eight weeks internship in any of well reputed organization. This report is an upshot of my six weeks internship in Habib Bank Limited, kutchery chowk Branch, Wazirabad Pakistan. Hbl possesses an imperative importance in the banking sector of Pakistan. It always remains the center of hustles in business activities. Although, a derisory period of six weeks is not enough to learn the complex operations of Habib Bank Limited I made industrious efforts to converse them comprehensively in this report. Particularly, I have remunerated more accents on study of distinguishing features and services of. I have made maximum venture to elaborate this report with the material read, listened and observed.

Acknowledgements
First I wish to thank Allah Almighty the most merciful and beneficent for enabling me to reach here and use HIS resources to complete my internship. I am also grateful to the department of administrative Sciences who gave us an opportunity of internship to enhance our capabilities. This internship programmed, is very much helpful for me because, I have learnt a lot by applying theoretical knowledge in practical field. I am humbly thankful to all the employees of HBL, Kutchery Chowk, Wazirabad, who guided me during the course of internship. The behavior of all the department supervisors was very good to me. They were always there to encourage me and they were really cooperative to guide me the mechanism of all departments in which I worked. In addition, I wish to say thanks to my parents to support me and encourage me at every step.

Table of Contents
Serial No. (i) (ii) (iii) (iv) (v) (vi) (vii) Title Submission page Signature page Internship letter Executive summary Acknowledgement Table of contents Chapter 1 1.0 1.1 1.2 1.3 1.4 1.5 Introduction Background of study Purpose Scope Objective Methodology Summary Chapter 2 2.0 2.1 2.2 2.3 2.4 Introduction Over all respective sectors in Pakistan Role of organization in Pakistan Organization structure Over all Functions of organization in Pakistan Summary Chapter 3 3.0 3.1 3.1.2 Introduction Brief history of organization Relationship of head office to the branch 5 Heading Page number 1 2 3 4 5 6 7

3.1.3 3.1.4 3.2 3.2.1

No of departments Offices Current staff Current staff of branch according to qualification and experience

3.2.2 3.2.3 3.2.4 3.2.5 3.2.6 3.2.7 3.3 3.3.1 3.3.2 3.3.3 3.3.4 3.4

Training received by no.of employees Work load Salary structure Promotion system Incentives and motivation Responsibilities and Duties performed Critical analysis of branch Communication system Hiring system Morale of staff Physical facilities Performances Summary

Chapter 4

4.0 4.1 4.2

Introduction Policies Successes Summary Chapter 5 Introduction

5.1 5.2

SWOT analysis Ratio analysis Ratio analysis(Table) Summary

(viii) (ix)

Recommendation References and Bibliography

CHAPTER 1

1.0 Introduction The core objective of preparing this report is to express my learning During the 6 weeks period of internship. This is the mirror of my practical exposure that is originated through time spent in Habib Bank Limited. The report is about HBL its departments, profile and its financial analysis. In the report, SWOT analysis is conducted so that I may able to give an authenticated approach to problems and Dilemmas faced by the Branch. Then I conducted analysis for problem identification and also gave some recommendations to eliminate these problems and finally I concluded this report. Management style of HBL is somewhat participative and its culture is friendly and cooperative. I have learnt a lot of different fields, and organizational behavior in real world phenomenon which gave me practical knowledge of what I have studied theoretically in MBA. 1.1 Background of study In general, an Internship is thought of as a program which "bridges the gap" between the academic environment and a future work environment. Students that participate in an Internship are generally more confident and more qualified when seeking future employment. 1.2 Purpose The purpose of my internship was To have intensive field experience To receive an introduction to an organization To apply what was learned during coursework to the working world. To acquire good work habits.

1.3 Scope As an internee of HBL the focus of my study was on general banking procedures in one of the branches of HBL. These operations include remittance deposits advances and foreign exchange Similarly different aspects of over all of HBL are also covered in this report 1.4 Objective Discuss thorough study of Habib bank limited To test my aptitude for a particular career before permanent commitments are made. Mainly My objectives toward internship program are to broaden my horizon by applying my accumulated knowledge and skills in accomplishing my tasks. When entering in the real working environment, I have developed my socializing skills with organizational personnel. Also, I can observe my strength and weakness while working. Importantly, I can say that internship gained my experience and is a firm step for my future career.
1.5 Methodology The methodology reported for collection of data is primary as well as secondary data. The biggest source of information is my personal observation while working with staff and having discussion with them. Formally arranged interviews and discussions also helped me in this regards. (i)Primary data: Personal observation Interviews of staff 9

(ii)Secondary data: Manuals Journals Magazine Annual reports Internet

Summary Chapter 1 was an introductory chapter that discussed the introduction of study, background of study, purpose, scope and objective of the study.

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CHAPTER 2

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2.0 Introduction In this chapter I will throw light on the bank, about its history in Pakisatn, types and brief details of HBL. What is bank? The term bank is being used for a long time yet it has no precise definition. The basic reason is that banks perform not just one but many types of functions originally. The banks were supposed to make short term loans to traders only. The banks now not only make short term loans to the formers, traders, industrialists etc. but also invest in a wide variety of long term earning assets. Commercial banks also undertake and execute trust, deal in stocks shares and debentures, issue guaranties and indemnities underwrite and sell new securities and deal in foreign exchange etc. Banking industry acts as life blood of modern trade and commerce acting as a bridge to provide a major source of financial intermediation. Following are some definitions from different authors. According to Dr. Hart Banker or bank is a person or company carrying on business of receiving money and collecting drafts for the customers subject to the obligation of honoring cheque drawn upon them from time to time by customers to the extends of the amounts available on their currents accounts In the words of G W Gilbert, A banker is a dealer in capital or more properly a dealer in money. He is an intermediate party between the borrower and lender. He borrows one party and lends to the another Evolution of banking The word 'Bank' is said to have been derived from the words Bancus or Banque or Bank. This history of banking is traced to as early as 2000 B.C. The priests in Greece used to keep money and valuables of people in temples. The origin of banking is also traced to early goldsmiths. They used to keep strong safes for

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storing the money and valuables. The persons who had surplus money found it safe and convenient of deposit their valuables with them. The first stage in the development of modern banking, thus, was accepting of deposits of cash from those persons who had surplus money with them. The goldsmiths used to issue receipts for the money deposited with them. These receipts began to pass from hand to hand in settlement of transactions because people had confidence in the integrity and solvency of goldsmiths. When it was found that these receipts were fully accepted in payment of debts; then the receipts were drawn in such a way that it entitled any holder to claim the specified amount of money from goldsmiths. A depositor who is to make the payments may now get the money in cash from goldsmiths or pay over the receipt to the creditor. These receipts were the earlier bank notes. The second stage in the development of banking thus was the issue of bank notes. The goldsmiths soon discovered that most of the money deposited with them was lying idle. At the same time; they found that they were being constantly requested for loan on good security. They thought it profitable to lend at least some of the money deposited with them to the needy persons. This proved quite a profitable business for goldsmiths. They instead of charging safe keeping charges from the depositors began to give them interest on the money deposited with them. This was the third stage in the development of banking. Types of Banks

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2.1 Over all respective sector in pakistan The partition plan was announced on June 3, 1947 and August 15, 1949 was fixed as the date on which independence was to take effect. It was decided that the Reserve bank of India should continue to function in the dominion of Pakistan until September 30, 1948 due to administrative and technical difficulties involved in immediately establishing and operating a Central Bank. At the time of partition, total number of banks in Pakistan were 38 out of these the commercial banks in Pakistan were 2, which were Habib Bank Limited and Australia Bank of India. The total deposits in Pakistani banks stood at Rs.880 million whereas the advances were Rs.198 million. The Governor General of Pakistan, Muhammad Ali Jinnah issued the order for the establishment of State Bank of Pakistan on 1st of July 1948. Thus a landmark was made in the history of banking when the state bank of Pakistan assumed full control of banking and currency in Pakistan. Up to December 31, 1973, there were 14 Pakistan commercial banks that functioned all over the country and in some foreign countries through a network of branches. All these commercial banks were nationalized in January 1, 1974. The network of bank branches now covers a very large segment of national economy. The numbers of branches have increased appreciably and there now a branch of bank is for every 3000 heads of population approximately. There is done reasonable growth in deposits from the establishment of Pakistan. The Government of Pakistan in the late 90s introducing the need for the privatization of state owned banks and companies. The private sector has accepted the challenge and most of the banks are privatized today. The State Bank of Pakistan issues the shares of these periodically. Bank employees and other common peoples can also purchase these shares and earn profit.

Commercial banking
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Today, in Pakistan, there are more than 7000 branches of commercial banks along with an established network of supplementary financial institutions. All this development in the banking sector is the result of untiring efforts of four decades. 2.2 Role of HBL in Pakistan

HBL was the first commercial bank to be established in Pakistan in 1947. Over the years, HBL has grown its branch network and became the largest private sector bank with over 1,468 branches across the country and a customer base exceeding five million relationships. With a presence in 40 countries, subsidiaries in Hong Kong and UK, affiliates in Nepal, Nigeria, Kenya and Kyrgyzstan and representative offices in Iran and China, HBL is also the largest domestic multinational. The Bank is expanding its presence in principal international markets including UK, UAE, South and Central Asia, Africa and the Far East. Key areas of operations encompass product offerings and services in Retail Banking. HBL has the largest Corporate Banking portfolio in Pakistan with an active Investment Banking arm. SME and Agriculture lending programs and banking services are offered in urban and rural centers. In UK and GCC, HBL focuses on trade finance and remittances for South Asian Diaspora in addition to basic banking facilities. HBL has always been a bank and a brand for the masses, with a history that is inextricably linked with the history of Pakistan itself. As it continues to grow, both locally and abroad, it strives to embody its brand personality: honest, approachable, and inclusive. HBL is currently rated AA+ (Long term) and A1+ (Short term) by JCR-VIS.

Branches:
HBL carries on its business through a wide network of branches. These branches perform their functions under the supervision of local principal offices

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and head office in Karachi. The bank has over 1468 branches in Pakistan in 216 cities and 40 overseas branches, with ATM Facility in more than 80 cities.

History of HBL

Habib Bank Limited was established by Mr. Ismail Habib (Late) on August 25, 1942 at Bombay. It was the first Muslim Bank of the sub-continent. It was established with a paid up capital of Rs. 2.5 million. At an early stage, the number of its branches was only 12. HBL established operations in Pakistan in 1947 and moved its head office to Karachi. HBL first international branch was established in Colombo, Sri Lanka in 1951 and HABIB BANK PLAZA was built in 1972 to commemorate the banks 25th anniversary. With a domestic market share of over 40%, HBL was nationalized in 1974 and it continued to dominate commercial banking sector with a major market share in inward foreign remittances (55%) and loans to small industries, traders and farmers. International operations were expanded including USA, Oman, Belgium, Singapore, Mauritius, Seychelles Maldives, Netherlands, France, china & Hong Kong. It was HBL that introduced products such as Credit
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Cards, ATMs, Travelers Cheques, etc., to the Pakistani market. Habib Bank caters to the needs of millions with quality products & services. Today, Habib Bank is truly the bank of the people, providing its customers convenience and satisfaction all over the world. Habib Bank Plaza, the 1 Habib Bank Limited tallest building in Pakistan, is the proud symbol of HBLs leadership in Pakistans corporate arena.
.Share capital:

Issued Capital The bank was setup with an issued capital of Rs.1.5 million. Authorized Capital Authorized capital of HBL in 13800 million rupees Issued, Subscribed, and Paid-up Capital Issued, subscribed and paid-up capital in year (6942.615 million*10)
Objectives:

Following are some main objective of HBL To earn profit for the Bank itself and maximize its shareholders value. To provide solutions for multiple requirements of clients of diverse financial nature

To manage with the changing trends of the modern day financial market To be a diversified bank by offering all basic consumer services and specialized services Honest and ethical conduct, including ethical handling of actual or apparent conflicts of interest between personal and professional relationship.

To provide employment opportunities to people To help in development and industrialization of the country
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Symbol of HBL

This symbol of HBL contains Bismillah at top, Sword under Bismillah And then lion under sword .This symbol depicts: Bismillah .. Islamic values and culture Swordpower Lion.. Strength HBL ..brand name THE POWER TO LEAD .logo

Privatization of HBL
On December 29, 2003 Pakistan's Privatization Commission announced that the Government of Pakistan had formally granted the Aga Khan Fund for Economic Development (AKFED) rights to 51% of shareholding in HBL, against an investment of PKR 22.409 billion (USD 389 million). On February 26, 2004, management control was handed over to AKFED. The Board of Directors was reconstituted to have four AKFED nominees, including the Chairman and President/CEO and three Government of Pakistan nominees. Brand

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Our brand identity is the outward expression of what we stand for as an organization. This is summarized in our vision, mission and is supported by our values.

Vision Enabling people to advance with confidence and success.

Mission Statement To make our customers prosper, our staff excel and to create value for shareholders.

Core values
HBL is firmly grounded with a corporate philosophy that incorporates five solid values which each individual associated with the bank abides by. Excellence This is at the core of everything we do. The markets in which we operate are becoming increasingly competitive, giving our customers an abundance of choice. Only through being the very best, in terms of service we offer, our products and premises, can we hope to be successful and grow. Integrity we are the leading bank in Pakistan and our success depends upon trust. Our customers - and society in general - expect us to possess and steadfastly adhere to high moral principles and professional standards.

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Customer Focus We understand fully the needs of our customers and adapt our products and services to meet these. We always strive to put the satisfaction of our customers first. Meritocracy We believe in giving opportunities and advantages to our employees on the basis of their ability. We believe in rewarding achievement and in providing first-class career opportunities for all Progressiveness We believe in the advancement of society through the adoption of enlightened working practices, innovative new products and processes, and a spirit of enterprise.

2.3 Organization structure Any organization needs a structure, which provides a framework for successful operations. The operation of an organization involves a number of activities, which are related to decision-making, and communication of these decisions. These activities must be well coordinated so that the goals of the organization are achieved successfully. Chairman

Board of director

President

Country heads

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Area heads(regional manager)

Branch manager

A chart defines the line of authority in an organization and its departmentation. It is a sort of visual presentation of the organizational structure. It specifies the duties and responsibilities of the personnel of the organization. At present the Bank operates through one central and 23 Regional Offices and 1439 branches, all over Pakistan. The president and Executives Committee look after the affairs of the Bank. Each Regional Head Quarter is headed by a Chief Executive and assisted by General Manager Operations and General Manager Support Services. The Regional Head Quarter controls the branches in their area. Overseas operations consist of 65 main branches, two affiliates, two representative offices and two subsidiaries. President, from Head Office at Karachi controls the officers of the Bank with the help of the senior management. Functional responsibilities of the Banks are broken into seven groups known as 1) International Operations Group2) Corporate Banking and Treasury Investment Group3) Retail Banking and Operation Group 4) Finance, Audit and Administration Group5) Assets Remedial Management Group6) Credit Policy Group7) Corporate Bank, Financial Institutions and Project Finance. 2.4 Over all functions of HBL in Pakistan

Individual customers

HBL caters to all market segments, offering products that are as diverse as the people we service. We remain resolute in our commitment to provide products that are competitive and services that are exemplary. Whether establishing a new
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venture or expanding an existing business, our team understands your banking needs and works closely with you to realize your goals. HBL provides the following products and services to meet its individual customer requirements: I. Term accounts:

Offered in a variety of tenors with deposits as low as Rs. 10,000. II. Current accounts:

Our Current Accounts offer features that meet your daily banking needs.

III. Saving accounts:

HBLs Saving Accounts cater to individual saving habits. IV. Foreign currency accounts:

Offered in multiple currencies with interest paid on a quarterly basis.

V. Debit card:
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HBL Visa Debit Card allows you to pay for your purchases directly from your bank account. You dont have to carry cash and your monthly statement provides you with a complete record of all your transactions so you can manage your expenses with ease. Features 1. No Interest 2. Ease & Security 3. No Liability 4. International Recognition& Acceptability S 5. pending Limits 6. Free Account Statement 7. 24 hour Customer Service 8. Global Customer Assistance Service VI. Bank insurance:

HBL and New Jubilee Life Insurance Company Limited introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). These products have been designed keeping HBL`s customer base as the focus and will provide life insurance along with an investment option. 1. Amaan (Retirement plan)

Amaan is a pension plan that provides an opportunity for growth through investment in a balanced portfolio with post-retirement income benefits. The plan covers life insurance and gives attractive returns on investment to its customers. 2. Tabeer (Child Education and marriage plan)

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Tabeer is a plan that provides parents with a means to accumulate a fund over a period of time which can then be used to pay for a childs education or marriage. Plans are available for both under and over 45 years of age. VII. Phone banking:

Your bank is just a phone call away. You can now call HBL Phone Banking and save a trip to the branch. Your query will be resolved in a single telephone call from anywhere and at anytime. b. Business Customers:

HBL offers a wide range of products and services for its business customers.

I. Corporate banking:

HBL Corporate Banking Group comprises a seasoned team of Relationship Managers (RMs) to meet the demanding service standards of large corporations. A long history of financing and nurturing relationships in Pakistan has given HBL a unique insight, enabling us to provide timely and effective financial solutions for our customers to meet the growing challenges of a global economy. If you are a corporate customer, with a turnover of at least PKR 300 million, we have a range of solutions designed to help you with your banking needs. Our RMs has the expertise you need to create tailored financial solutions catering to the specific requirements of your business. Whether establishing a new venture or expanding
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an existing business, our team understands your banking needs and works closely with you to realize your goals. II. Commercial banking: HBLs Commercial Banking Group targets medium sized companies with a turnover of at least PKR 50 million. Our business units are located in Karachi, Lahore, Faisalabad, Sialkot, Gujranwala and Peshawar. Each unit is dedicated to service business clusters located within these cities. We have the ability and the resources to meet the needs of your business with our proactive, responsive and experienced Relationship Managers who are committed to understanding your business. We cater to the needs of a broad spectrum of clients. To do this, the business-banking group is segregated by the size of the customer. For customers with an annual turnover between PKR 50 million to PKR 300 million, our Commercial Banking group provides a wide range of products that meet specific customer needs. Features: We offer financing for the following: Working Capital Procurement of Inventory Receivables Procurement of Machinery Expansion of production facilities Import of raw materials Exports Guarantees III. Investment banking:

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HBL offers full-service Investment Banking capabilities to its clientele. This year alone, HBL has closed over thirty transactions with a cumulative worth of over USD 2 billion. This is a testament to out-of-box thinking and innovative products we bring to our customers. The Investment Banking Group functions in three specialist business Project Finance, Debt Capital Markets & Syndications areas and Equity Capital Markets & Advisory. IV. Islamic banking:

Islamic Banking is a growing market segment that offers attractive opportunities to potential and existing customers. At HBL, Islamic Banking offers Shariah compliant products and services to meet the short and long term requirements of business and trade. Islamic Banking provides Ijarah (leasing) for vehicles, plants and machinery to meet long-term customer resource requirements. Murabaha (local & import) facilities are provided to meet the short-term financial needs of mid-market and corporate customers. HBLs Islamic Banking products are fully Shariah compliant and duly certified by independent Shariah Advisors V. Cash management:

HBL offers a comprehensive platform for customers to avail Cash Management Services throughout Pakistan. Our Cash Management Services reduce the cash turnaround of your company, thereby making it cost efficient Features: Centralized Collections / Funds Transfer Centralized Payments / Disbursements Customized MIS Reporting Centralized Customer Support through IT/Operations
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VI. E-banking:

HBL is also providing unique and latest online services like online fund transfer, balance checking to its customers.

VII. Rural finance: HBLs Agriculture loans are spread across the country and provide financing through over 800 branches. We have the largest private bank portfolio in the country with over PKR 18 billion in various agriculture sectors. HBLs presence in all agriculture belts of the country ensures easy access to farmers in rural areas. Features: Revolving Agri Scheme Haryali Farm Transport Scheme Agri Development loan Agri Development loan (Fish Farming) Agri Development loan (Drip Irrigation) Agri Production Finance Haryali Livestock Loans VIII. Asset management:

HBL Asset Management Limited, A Wholly own subsidiary of Habib Bank Ltd. was incorporated on 17 February, 2006 as a public limited company under the Companies Ordinance 1984 and was licensed for Investment Advisory and Asset Management Services by Securities and Exchange Commission of Pakistan on 3rd April, 2006. The credit department has to: Visit their clients. Carry out through investigation about the client.
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Check the credit status of the client with other banks. Report the SBP about the credit status. Arrange the credit approval from the State Bank. Calculate client mark up. Charge mark up from the client account Summary This chapter concludes what is bank? The brief history of banking, evolution of banking types of banks, introduction of HBL in Pakistan, history of HBL in Pakistan. Organization structure, brand, vision, mission, core values, products/services of bank.

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CHAPTER 3

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Organization Introduction This chapter is all about organization in which I worked. it tells us about brief history of HBL in wazirabad. Its relationship with headoffice,departments,offices, staff, critical analysis of branch and its performances. 3.1 Brief history of organization In wazirabad HBL was formed on 31st march 1970.it developed by leaps and bounds and now the largest commercial bank of city. it was the 2nd bank established in Wazirabad. All the surrounding rural areas were facilitated by it.noe it has also its branches in Dhaunkal and Rasool Nagar. it has gone through many hardships thats why able to be reached at this position.

3.1.2 Relationship of head office to the branch office All major policies rules regulations and controls are devised by head office of HBL in Karachi. Then these policies are conveyed to regional heads and branch heads. You can say that it is a centralized decision making style. All routine matters are decided at branch level by the manager of branch with permission of him. If any problem or matter is beyond limits then it is referred to regional headquarter. it can be said a decentralized decision making style

3.1.3 Number of departments There are various departments on which day to day banking of HBL composes to satisfy customers. here are banking department`s functioning in HBL Kutchery chowk, Wazirabad. 1) Computer Department 2) Credit department 3) Foreign exchange department 4) Operations department
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5) lockers a. Computer Department The objective of this department is to facilitate customers in payment of their cheques. The main functions performed by this department are: 1. Checking balance. 2. Deduction from balance on clearing cheques. 3. Issuing bank statements. 4. Deduction of charges for services provided 5. Receipt of utility bills 6. Online transfer of remittances 7. Comparing signature 8. Maintain a record of transaction history of accounts 9. Communication through E-mail etc b. Credit Department: For one week I was sent to credit department but I spent a single day there. Although in credit department there was lot more to learn but to my hard luck the in charge of credit department was not cooperative. On my first day in credit department I was keen to know what the procedure to sanction credit is. I also wanted to know what different types of advances are as it is asset of any bank but the in charge was not in a mood to tell me anything about credits and when I said to him that I want to learn about credit he replied that this is totally different from your bookish knowledge. However, I tried my own and got following information. Because I believe: A problem is a chance for you to do your best. Following are some services of Credit department: I. HBL credit card:

With the help of HBL Credit Card customer enters to a world of convenience and flexibility. It is accepted over 29 million merchants worldwide. HBL Credit card
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makes shopping fun and paying simple. So makes most of your shopping experience. Benefits 1. Buy now, pay later 2. Pay as much as customer wants 3. Cash advance 4. Balance transfer facility 5. Security 6. Convenience II. HBL debit card

HBL Visa Debit Card allows a card holder to pay for his purchases directly from his bank account. He doesnt have to carry cash and his monthly statement provides him with a complete record of all his transactions so he can manage his expenses with ease. Benefits 1. No Interest 2. Ease & Security 3. Spending Limits 4. Free Account Statement 5. International Recognition & Acceptability 6. No Liability III. HBL personal loan

With the rising cost of living, it is becoming increasingly difficult to make expensive purchases or meet unexpected expenses. HBL is helping customer finance them with Habib Bank personal Loans (old name flexi loan). Customer may avail a personal loan of up to SIX TIMES of his net take-home salary subject

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to a maximum of Rs.300,000/- provided he work for an organization approved by HBL. Features 1. Flexible tenure: 12, 24, 36,48 or 60 months 2. No processing fee 3. Repayment through easy and affordable monthly installments from salary. 4. Credit Life & Disability Insurance 5. Repayment through easy and affordable monthly installments 6. You determine the need, we help you finance 7. Option of add up replacement for existing customer. 8. Minimum salary Rs. 15000 9. No salary limit for existing customer

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IV. HBL Bank insurance:

HBL and New Jubilee Life Insurance Company Limited (NJLI) introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). These products have been designed keeping HBLs customer base as the focus and will provide life insurance along with an investment option. V. HBL Zarai banking

HBL Zarai Banking facilities are spread across the country and provide financing through more than 800 of their branches. HBLs presence in all agriculture belts of the country ensures easy access to farmers in rural areas. HBL Zarai Banking provides loans to small-scale land owning farmers as well as large institutionalized and alliance based finance, enhancing agricultural harvest and, in turn, economic output of the country. Products HBL Zarai Banking enables farmers to invest in premier quality seeds, fertilizers, pesticides, agricultural implements and non-farm setups through its various product programs. c. Foreign Exchange Department

International trade is growing and with the development of international trade it has become more imperative for countries to devote more and more attention to the complicated mechanism of Foreign Exchange. It is more important in case of developing countries. It is need of time, that a country should conserve its foreign exchange resource d. Bills Clearing Department I. What is clearing? A system by which banks exchange cheques and other negotiable instruments drawn
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on each other within a specific area and thereby secure payment for their clients through the Clearing House at specified time in an efficient way. Clearing in HBL By clearing means, sometimes accountholder of HBL presents a cheque that is drawn on a person (who has an account in HBL) instead of the bank. In this case, bank accepts this cheque in clearing department and on 3rd day collects amount from bank on which cheque is drawn through clearing to take amount from that persons account upon whom the original cheque was drawn. Every Bank performs the paying and receiving functions. Cheques are collected which are drawn up to Banks for customers. Similarly the cheques drawn on different Banks and deposited by Banks own customers for collection within the city is known as clearing The functions of receiving and paying is mostly done through the clearing house. II. Clearing House

Clearing House is a place where representatives of all banks sit together and interchange their claims against each other with the help of controlling staff of NIFT. It is one of the services provided by the NIFT to the commercial banks. Different banks are the members of this clearing house. Here each representative presents the cheque that is not drawn on his bank to the representatives of the banks on which the cheque was drawn and collects the amount on behalf of his customer. Similarly each bank receives cheques from other banks. III. National Institution Facilitation Technologies (NIFT) NIFT (National Institution Facilitation Technologies) is the department which is created by the SBP for clearing the checks of different banks. National Institutional Facilitation Technologies (Pvt.) Ltd. was incorporated in September 1995 as a joint venture between a consortium of six major banks and private sector. It is responsible for the establishment and management of automated
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clearinghouse facilities in Pakistan. NIFT is proactively involved in the modernization of payment systems in Pakistan. There are more than 20 NIFT centers in Pakistan including Gujranwala. NIFT deals directly with every branch in 20 major cities and adjoining 164 commercial and industrial towns. More than 5571 bank branches avail NIFT services.

V. Types of Clearing:

Clearing instruments are those instruments which are drawn on the branches of some other bank of the same city or of the same area which covers a particular clearing house. There are following types of clearing: 1. Intercity Clearing

Intercity clearing means the cheques which are drawn on the branches of some other banks from outside the city. In HBL Kutchery chowk all the cheques that come from outside the Gujranwala region are to be considered as intercity clearing. 2. Local Clearing

LOCAL clearing means the cheques which are drawn on the branches of some other banks of the same city. In HBL Kutchery chowk all the cheques that come from Gujranwala region are to be considered as Local clearing. 3. Same day Clearing

In same day clearing, clearing cheque comes in bank in same day and after entries of this cheque, this cheque is sent to NIFT on same day. Person of NIFT daily comes in the bank for taking cheques of same day clearing. But payment of these

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cheques is cleared on next day. Basically these are local cheques that are cleared same day to provide benefit to customers. e. Remittance Department Remittance is the transfer of money from one place to another or from one person to another for the purpose of paying bill for example

A remittance is an important service a bank provides to its accountholders and to non-accountholders. It is form of income for bank because a fix amount of money income is charged from the customer. Following four types of parties are involved in remittance procedure: 1. Issuing bank 2. Paying bank 3. Remitter 4. Remittee

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Issuing Bank The bank that affects or sends the remittance through SWIFT (Society for Worldwide Interbank Financial Telecommunication), Bankers cheque or local funds transfer through mail transfer etc. Paying Bank This is the bank on which instrument is drawn. Paying bank makes the payment. It may be located in different city or country. Remitter is the person who requests for remittance, either accountholder or nonaccountholder. He comes to the branch and asks for remittance to be made. He deposits the money to be remitted and pays commission for this service. Remittee This is the person for whom remittance is made. Remittee is also called payee or beneficiary. i. Kinds of remittances

Some of the kinds of remittance are following: 1. Transfer within branch (Inland remittance) 2. Transfer from one branch to another branch (Inland remittance) 3. Transfer from one bank to another bank within same city (inside locality) 4. Transfer of funds intercity (outside locality) 5. Transfer of funds from one country to other country.

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3.1.4 Offices There is only one branch of HBL in wazirabad which is at the central location of city at katchery chowk. 3.2 Current staff A detail about the current staff is as follows. Branch Manager (Mr. Asghar Abbas Bukhari) Operational manager (Mr. Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr. Khalid Farooq Butt Cash Officer (Mr. Nadeem) Tea boy Guard (M.Zaheer) (M.Arshad) (Shaista Butt) (Mr. M. Arshad) (Raja Fayyaz Ahmad)

(Shahzad)

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3.2.1 Current staff of branch according to qualification and experience Staff Branch Manager Operational Manager Clearing and Remittance Officer Head Foreign Exchange Cash Officer Tea Boy Guard Graduation Inter metric metric 18years 5 years 8 months 10 years Qualification Masters Graduation Graduation Experience 35 years 29 years 2 years

This table shows the details about the staff, their qualification and experience.as from the table we can analyse that experience as well as education is the key to success in HBL.

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3.2.2 Training received by no. of employees When I was doing internship at HBL kutchery chowk branch wazirabad. There were three girls and one boy doing internship there. So we can say that HBL provides better training to the fresh graduates to enhance their skills knowledge and abilities in practical world. 3.2.3 Workload The bank timing was 9 am to 5p.m. to provide customer services..sometimes the staff of the bank has to stay there in the bank till 8 to 9 pm for setting and compiling their work. that is really a tough and hectic timing of a job. It increases the burden on the employees and reduces their motivation 3.2.4 Salary structure Staff was not ready to disclose information about their salary. however manager `s salary was Rs 70,000 per month and operational manager`s salary was Rs 35000 per month. they did not provide me any information about the structure of salary. 3.2.5 Promotion system The process of promotion at HBL is low. promotion is awarded on seniority and experience basis. however if the supervisor of an employee appraises him in grades it affects directly its salary and promotion. after three years individual is eligible for promotion. if an employee has a C grade he is not applicable for the promotion interview.

3.2.6 Incentives and motivation The salaries, rewards, bonuses and incentives on the basis of jobs and performances according to performance and experience. each employee on HBL gets incentives and compensation whether as direct payment or indirect financial payment.direct payment in form of wages,salaries,commissions,bonuses.indirect payment is not related to cash payment like insurance, car, car fuel. 3.2.7 Responsibilities and duties performed

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Responsibility is the obligation to perform assigned activities. it is a self assumed commitment to handle a job to the best of one`s ability. the source of responsibility lies within the individual. At HBL all employees are encouraged to take full responsibility of actions and various job tasks. Responsible employees tend to be more motivated and focused on achieving organizational objectives. And perform their assigned duties 3.3 critical analysis of branch When we think critically we are being active; we are not passively accepting everything we read and hear, but questioning, evaluating, making judgments, finding connections and categorizing 3.3.1 Communication system Communication system in branch is sound. there is a proper hierarchy in branch. cash officers report to operational manager and operational manager reports to the branch manager. head of foreign exchange and credit department are directly liable to the manager of the branch. 3.3.2 Hiring system Hiring system in bank is not proper. Employees are recruited on the basis of favoritism, nepotism political pressure. Both the staff and unions try to hire their favorites 3.3.3 Morale of staff I dont think so that morale of staff is high because there are some people in branch that are not hard working and try to put their burden on the shoulders of others. At the end of the working hours the employees are so exhausted that they are about to quarrel. only the manger and branch manager head of foreign exchange and head of credit department have the professional attitude. 3.3.4 Physical facilities The physical facilities provided to HBL are not enough to meet the needs of staff as well as the customers. There are no rooms in the bank. Nevertheless separate
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cabins are provided to branch manager and credit officer. At ground floor there are the air conditions but at 1st floor where those are needed most are not available. More over at ground floor facility of drinking water is not available. Staff does not have enough equipment to handle their data. 3.4 Performance The results of activities of an organization or investment over a given period of time. Performance management is the process of creating a work environment or setting in which people are enabled to perform to the best of their abilities In terms of quality (through customer satisfaction) Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet customer expectation. A customer's perception of the degree to which their requirements have been fulfilled. The services provided to the customers of HBL in kutchery chowk branch wazirabad are not so good to satisfy the customers as the customers having high deposits in their account are treated with courtesy and the customers having no reference are treated with dry attitude and they are not dealt properly. Their services are delayed often or staff becomes lazy to process their requirements. In terms quality (number of accounts) No. of accounts are enough to meet the needs of bank but now a days competition has increased customer transfer their amounts in other banks there may be a reason that they are not satisfied with the services provided. However HBL is one of the oldest banks in city.

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Chapter 4

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Introduction In this chapter policies of HBL ,strategies, successes will be discussed general because I did not find any information about it in branch. Policies of HBL include social responsibility, Human resource development, Information Technology. 4.1 policies It is a known fact that the Habib Bank Limited (HBL) is one of the largest and the oldest financial institutions both in the public as well as in the private sector of Pakistan. Traditionally, it provides financial services to all segments of the national economy within and outside Pakistan. With a revamp customer oriented philosophy, the Habib Bank is pursuing the new avenues of leadership through innovation and automation in customer services. The direction given to the staff by the leadership in the management is to gear up the efforts to face the challenges to bring new heights of professionalism in the banking system. Social responsibility Fresh air is also blowing in the Public Relation Division of HBL that believes in effective rapport with the general public by communicating the policies and schemes of the bank through print and electronic media. Besides maintaining close relationship with the media, the publicity division of HBL is also leaves no stone unturned to render all possible assistance to the visiting dignitaries and delegations from abroad. HBL believes in serving the nation and building the country's economy on sound footings. The HBL is also on its forefronts to support and appreciate the efforts being done for the noble causes and promote social and cultural activities in the
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country. In this direction, the public relation division sponsors various social, cultural and sports events to generate healthy activities in the society. It also organizes religious programs to enhance social, human and religious values and traditions of our society. The division also represents the bank at important for to exchange views on national and international issues with various organizations to boost the intellectual activities. Human resource development At every stage and level right from selection to advancement, the bank has designed a consistent system of human resource development based on result oriented objectives. The brilliant performance shown by majority of the staff reflects the desired results of these efforts. The team spirit generated by the training division to the staff has started showing positive signs and a concerted and unified force has been developed within ranks and files of the bank to offer the best possible services to the valued customers. These efforts have brought success stories to the credit of Habib Bank. As a result of concerted efforts the HBL has succeeded in making substantial increase in the import forward booking volume. It also registered an increase in export bill discounting volume. These efforts also enabled the bank to increase in monthly treasury profits that directly contribute towards the profitability of the bank. An improved communication between the branches and dealing room accompanied by increased customer interaction with treasury is also the part of the improved performance of the bank. HBL has succeeded to place itself in a position where its Treasury is considered as market maker. Most of the small local banks use HBL's rate sheet as their benchmark. In the nutshell, the forum gave a chance to all country managers to develop and redefine strategies and bring them in line with the overall objectives of the bank.
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The International Strategy Conference organized by HBL at Muscat last year was the part of that effort to develop and implement business plans that recognize the ground realities but at the same time incorporate a stretch component so that the Bank can regain its pre-eminent position in the emerging market. Information Technology In order to keep pace with changes swiftly taking place around the world, the HBL has embarked upon an ambitious plan for automation to have competitive edge over competing banks. An uphill task, it started in full swing and tempo which is unprecedented in the history of HBL. The team of I.T professionals has almost hit the goals set by the management and showing positive and encouraging results. The computer division is providing technical support both for hardware and software to branches and other offices at the region or Head Office level throughout the country to ensure trouble-free operations of the Bank. 4.2 successes Istanbul: On the occasion of the World Bank Annual Meetings 2009 currently underway in Istanbul, Global Finance presented banking awards to the top global banks at a ceremony attended by senior bank officials. HBL was presented with 3 awards: Best Bank Pakistan, Best Trade Finance Provider Pakistan and Best Foreign Exchange Provider Pakistan. These awards were conferred on HBL in recognition of its achievements in product delivery and service quality in the markets it serves. 4.4 summary All the policies,stratgies of HBL are according to dynamic enviornment of world thats why it has received remarkable success on national and international level.

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Chapter 5

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Internee work 5.4.1 Brief introduction of the branch I worked in National bank branch situated at circular road Shahkot. I did my internship from 20/10/10-20/11/1. Shahkot branch is not offering all the products and services as mentioned above, as few services are offered only at regional offices or head office level but still providing enough services. The branch is well equipped with all the required resources which are needed in order to provide good services to the customers. The total number of people working in the Shahkot branch is 14.
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Branch Details

Branch Name Branch Code Address Phone Fax Tehsil District Province SWIFT Code Status Email

Shahkot branch 0534 National Bank of Pakistan Shahkot, district Nankana Shaib 056-869017 92 556 3570227 Shahkot Nankana Sahib PUNJAB --Not yet online Manager0534@nationabank.com.pk

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Department

Weeks

Date

Day

Daily Work

Weekly time table

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Clearing Clearing Clearing Clearing Clearing

Week 1

21/07/2010 22/07/2010 23/07/2010 24/07/2010 25 /07/2010

Monday Tuesday Wednesday Thursday Friday

Introduction with all the Staff member of the branch Introduction to Clearing Department Inter City Inward Clearing Inward Clearing

Supervisor Name: Rana Nadir Khan

Department Clearing Clearing Clearing Clearing Clearing Weeks Date 28 /07/2010 29 /07/2010 30 /07/2010 01 /08/2010 02 /08/2010 Day Monday Tuesday Wednesday Thursday Friday

Signature ------------Daily Work

Outward Clearing Outward Clearing OBC OBC

Week 2

Supervisor Name: Mr.Abdull Rauf

Department Remittances Remittances Remittances Remittances Remittances Weeks Date 05 /08/2010 06/08/2010 07/08/2010 08 /08/2010 09 /08/2010 Day Monday Tuesday Wednesday Thursday Friday

Signature ------------Daily Work

Introduction to Remittances Introduction to demand draft Introduction to demand draft Introduction to Pay Order Introduction to Pay Order

Week 3

Supervisor Name: Mr.Abdull Rauf

Department Remittances Remittances Remittances Remittances Remittances Weeks Date 12/08/2010 13/08/2010 14/08/2010 15/08/2010 16/08/2010 Day Monday Tuesday Wednesday Thursday Friday

Signature ------------Daily Work

Week 4

Introduction to Online transfer and receiving o Cheques Receiving the cheques of same branch Fixing the stemps on Cheques Passing the cheques to cash counter Receiving the Online Transter

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Supervisor Name: Mr. Mushtaq Ahmad

Signature -------------

Department Account Opening Account Opening Account Opening Account Opening Account Opening

Weeks

Date 19/08/2010

Day Monday Tuesday Wednesday Thursday Friday

Daily Work
Detailed Introduction to Account opening Giving detailed information about types of account to clients Receiving the account opening form Receiving the application and issuing Cheque Book Receiving the application and issuing ATM Card

Week 5

20 /08/2010 21 /08/2010 22 /08/2010 23 /08/2010

Supervisor Name: Mr.Zeshan

Department Money Gram Money Gram Credit Credit Weeks Date 26/08/2010 27 /08/2010 Day Monday Tuesday Wednesday Thursday Friday

Signature ------------Daily Work

Introduction to Money Gram Dealing with clients and receiving application form for money gram Introduction in Credit Department

Week 6

28 /08/2010 /08/2010 29 /08/2010

Different Credit Department products and dealing with loans Meeting with Branch Manager and thankful to all the staff of the branch for cooperation durin the Internship

Supervisor Name: Mr. Imran

Signature -------------

SWOT ANALYSIS
SWOT analysis is based on assumption, that if managers carefully review such strengths, weaknesses, opportunities, and threats, a useful strategy for organizational success will become evident. HBL is considered to be a very sound bank in the financial circles; the bank where the customers can safely keep their
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money as long as they want. In SWOT analysis the best strategies accomplish in organizations mission by: 1. Exploiting opportunities and strengths. 2. Neutralizing its threats and 3. Avoiding its weaknesses . a. Strengths While interning at HBL I was able to conduct a SWOT analysis of the organization. I learnt a great deal about the banks Strengths, Weaknesses, opportunities available in the future and the threats that are ever present in todays competitive Banking Industry. The analysis is as follows: 1. HBL is the larger commercial bank in Pakistan with the network of over 1468 domestic and international branches 2. HBL is a well established bank enjoying long history of over 65 years of experience, high people trust and profitable operation 3. HBL has opened all its branches at commercial areas so that the customers or clients face no problems in reaching to the bank 4. 24 hours cash access and safe payment products for high value transactions 5. HBL focuses on consumer banking by lucrative schemes, diversified product range and services suiting best to the wants and demands of the customers 6. HBL has very good security system. 7. I observed that HBL employees interact with their clients as if they are their personal friends and discuss about their problems as their own 8. HBL has got a reliable and easy to use internal computer system. ALL information regarding the transactions in customers deposits has been computerized 9. HBL is market leader in introducing e-banking and has largest ATM network in country

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10. HBL was rated the best domestic bank for two consecutive years of 2000 and 2001 by Euro money, a leading international publication and has gotten many other awards 11. Excellent branches appearance gives an edge to HBL over other banks. The branches are well furnished even in less developed areas where other banks branches give a poor view 12. Wide number of services provided to the customer at cash counter 13. HBL has got a well-developed on-line system in most of its branches. Remittance Department is working very efficiently in transferring funds of people due to this system. 14. HBL have strength that most of the imports & exports which are done around Wazirabad are handled by HBL Wazirabad Branch. 15. Having potential to encounter the competitive environment in the market

b. Weaknesses Even though the bank is making continuous efforts towards minimizing its weaknesses, there are still some areas that have to be improved to be able to compete in this industry. During my internship period I came to know about following weaknesses in HBL: 1. Highest number of branches effecting the proper maintenance and difficulty in providing same working environment at the each branch 2. Though HBL is the premier bank in Pakistan, yet the fact remains that it is not market leader as NBP. Its total assets are always less than NBP total assets. 3. Staff here lacks managerial training as they are not properly educated. Due to seniority, they have moved up on the hierarchy line to Grade- I, II or III positions having hardly

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Bachelor degrees. This type of senior staff cannot apply the modern and innovative techniques of management in decision making. 4. Public respect is not very effective at HBL. Employees do not take care of the customers, especially at token issuing counter and remittance department. 5. The lack of proper infrastructure in small branches is also a major weakness. These are the branches which are being visited by a large portion of customers. In certain branches there is not even proper separation between departments to separate one department from another. This is a source of confusion for both the staff and the customers. 6. Employees are constantly rotated from one job to another different one to give them the knowhow of other departments. 7. The major weakness, I observed was charging of higher commissions and markup rates. 8. There are no entertainment facilities for waiting customers; magazines, newspapers etc

c. Opportunities: At present the bank is faced with a large avenue of opportunities as it has proved by launching new products and exploring various options in the market. The major opportunities are: 1. Huge untapped market potential in consumer banking 2. In the presence of a huge network of branches all over the country, provision of Fast cash facility can be an opportunity 3. Having a separate section for ladies will be more convenient and attractive. 4. Nowadays internet banking system is growing quickly so HBL have opportunities to improve the standard and get the more share in the market.

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5. Providing lower markup rates, HBL can lure more customers to increase its income 6. Large corporate customers can log into the bank's database and have access to their accounts/transactions from their business houses. This facility has still not been started for customers in Pakistan. So HBL can focus on that. 7. ATM can also be used to deposit cheques and cash into the accounts. No bank in Pakistan is offering this service currently. So an opportunity exists for Habib bank to differentiate. 8. It can be an opportunity for HBL to enter into agreement with other banks to use each others ATM, resulting in an increased convenience to customers of HBL and other banks 9. Customer feedback on different products can really improves the bank performance.

d. Threats

HBL faces many threats as competitive pressures have escalated in this particular industry. There are also some threats that HBL faces apart from competitive pressures. All these are discussed: 1. Day to day changing global technology 2. Shortage of trained and specialized staff at lower executive and officer levels 3. Highly attractive and advance services by foreign banks to their customers 4. Competent taskforce of some other banks is a threat because human resource is the most valuable asset. 5. Political and economic instability can be a threat

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Ratio analysis Ratios Return on equity Return on total assets Equity to total assets Earnings per share Advances to total assets Book value per share Loan to deposits Net profit ratio Deposit to equity ratio

2007 15.94631% 1.457249% 0.091385 14.61455 0.5522 91.64845 0.7193 30.32% 8.40164

2008 20.76873% 2.060092% 0.099192 20.57183 .6021 94.56659 0.7643 35.50% 7.9421

Increase/Decrease Favorable Favorable Favorable Favorable Unfavorable Favorable Favorable Favorable Unfavorable

Above mentioned ratios are showing overall favorable trend in 2008 instead of 2007. In real sense ordinary shareholders are the real owners of the company. The rates of dividend vary with the availability of profit in case of ordinary shares only. Thus ordinary shareholders are more interested in the profitability of the company. Return of equity of HBL is showing a increasing trend. In year 2007 the return on equity of HBL is 15.95%, in year 2008 it is 20.77%. This increase shows that company is utilizing its funds properly in relation to previous year. Bank should have to continue its policies. Return on assets ratio shows an improving trend. This ratio shows that the both the Net profit and Total Assets has improved together in 2008 than 2007. But net profit has increased more rapidly. Equity to assets ratio shows an improving trend. This ratio shows that equity and assets both have increased but with a decreasing trend. It shows that organization has implemented policies in better way to finance assets through shareholders equity. It shows that how much company is earning with respect to number of ordinary shares. It shows that how much investor is earning. The earnings per share of HBL of year 2007 is 14.61455 rupees per share and in year 2008 it is 20.57183 this increase is due to increase in profit but also there is increase in number of shares. Advances to total assets ratio shows how much assets are financed through debts. This ratio for bank is unfavorable because more assets are financed through debts in 2008 (60%) as compared to 2007 (55%) assets. The increasing debt ratio shows the increased share of debt in total assets as compared to owners equity. The higher the
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share of the debt lesser will be the secure financial position. Book value per share is a relationship between network of business and no of ordinary share of business. The ratio is decreasing in 2008 was compared to 2007. So this ratio is unfavorable As deposits show an increase, the advances also increased. Bank is now providing the advances and loans to more customers as compared to previous year. But the deposits showed an increase in a decreasing trend. This shows an increase in area of activity of bank. Net profit Ratio is giving upward trend in 2008, which is a positive sign. This trend is observed due to increase in Net profit but on the other hand the expenses decreases which shows an efficient management. This ratio shows position of equity in total assets of business. It is also important ratio for a bank as all the bank profits are mostly based on loans and deposits. It is showing a decreasing trend so an unfavorable situation for bank. Since there is an increasing trend of equity but deposits increased with decreasing rate. Summary In chapter 5 I have summarized the SWOT analysis of HBL and ratio analysis have tried to discuss all those strengths, weaknesses.opprotunities and threats which I consider are present in this dynamic environment. and ratio analysis tell us about the current financial position of HBL.

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Recommendation Here I am giving some suggestions, which will enable the bank to compete with other banks more effectively & efficiently 1. I suggest that number of staff members in the branch should be increased so that they can meet their customers requirements quickly and efficiently 2. I suggest that in order to deal with women there should be a Lady Officer or Lady Clerk in the bank and there should be a separate cabin for them 3. Recruitments should be strictly on merit basis and induction should be after proper and extensive training 4. Old and lazy staff should be replaced by young, qualified and energetic staff. 5. Working environment, equipment, furniture and staff dressing should be according to the modern banking style. 6. There should be specific procedure for account closing and the record should be maintained. Cheque book must be taken back for avoiding future inconveniences 7. Special attention should be given to the behavior of the employees towards the customers, as customer is the most important person for any bank. 8. More power to the branches should be allocated 9. Reference system should be eliminated and management should strictly order to the employees and in charge officers to provide complete training to those internees also who dont have any reference. 10. Bank should give interest free loan to students for the betterment of society.

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 11. There should be the facility of clean drinking water at the ground floor. 12. Staff should be provided with separate USB`s to each one to handle his data.

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References/Bibliography:

en.wikipedia.org/wiki/Customer satisfaction qualityisoexpert.com/glossary/ http://www.habibbankltd.com/about-us-news.php#32 www.deakin.edu.au/ www.hbl.com www.KSE.com.pk www.DAWN.com Negotitble instrument Act . Societies Registration Act, 1866. Companies Ordinance, 1984 . Banking Ordinance, 1962. Analysis of Financial Statements by George foster. HBL Corporate profile 2008 HBL Annual Report 2008 Daily times articles Interviews from: Branch Manager (Mr. Asghar Abbas Bukhari) Operational Manager (Mr. Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr. Khalid Farooq Butt)

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