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Developed For:
Ms. Nasira Siddika (NSd) Sec: 10 Date of Submission: 06/08/2010 NORTH SOUTH UNIVERSITY

Developed By:

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Ahasanul Azim 092-0028-030 Avijit Kumar Paul 091-0960-030 Nazmus Sakib 091-0866-030 S. M. Safran 091-0198-030

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To complete our project, first of all our team is very grateful to Almighty Allah for the hard work, dedication, team effort and patience we put to finish our project work on time. The team would like to thank the official website of BRAC Bank from where we took the information, some of our relatives, friends and the respected officials of the bank who had helped us a lot by providing necessary information to complete the project successfully. Information on their site helped and supported us a lot and without it we could not complete the project properly. We also like to thank our team members as all of them devoted their full support and cooperation and gave valuable time to the project work. Finally we are very grateful to our course instructor Ms. Nasira Siddika who inspired and suggested us to do the project, and helped us in every possible way. The team is very thankful to her and honors to have Ms. Nasira Siddika as an instructor.

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August 06, 2010 Ms. Nasira Siddika (NSd) Faculty Member, School of Business North South University

Sub: Letter of Transmittal Respected Mam, It is indeed a great pleasure to have the opportunity to submit the project paper. We have prepared this project report in accordance with the instructions given by you. Our topic is How the management system is applied in BRAC Bank We think that, working on this topic was very interesting and we have explored something remarkable through our project. This project is to describe our observation, learning and recommendation based on the knowledge and experience gained during the course. So, all of our works have been done according to your guidelines. We are glad to have the opportunity to work on this project. This project paper has provided us learning opportunity and compares theoretical knowledge with practical situation. We hope that, you would be king enough to accept our project and bless us. Sincerely,

___________________________________________________________________ Safran Avijit Azim Sakib

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Table of Contents
Executive Summary A Brief Introduction Organization Structure Management Leadership Human Resource Management Corporate Social Responsibility Problems and Solutions

Page Number:
06 07 08-10 11-15 16-17 18-24 25-28 28-29

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Executive Summary
Since the inception, BRAC Bank Ltd has undertaken various steps in preserving and promoting the interests of its customers, employees, shareholders while serving the greater purpose of sustainable development. CSR is integrated in the DNA of all the activities of BRAC Bank Ltd. The Bank operates under a Triple bottom Line agenda where profit and social responsibility go hand in hand as it strives towards a poverty free and enlightened Bangladesh. In Bangladesh SMEs do not get the same access to banks and financial institution as big companies do. But SMEs have strong role to play to build a country economy especially for developing countries like Bangladesh. BRAC Bank started its business in 2001 with a clear vision to work as a catalyst for the vibrant yet unbanked SME sector in Bangladesh. Online banking is a new dimension in this era of revolution of information technology and the Internet technology has added a new ripple in the wave of automation of the service delivery system. BRAC Bank Limited is using the online banking system in their banking sector as a sheer strength for their business which helps in corporate world. They are also providing their customer Debit card facility and increasing ATM booth which is much needed for the people in Bangladesh. This facility is also taking part in the advance ways of banking in our country. BRAC Bank now is in the 5th position in terms of profit and fund management. BRAC Bank also provides better service to customers at a very minimum price. They use the best technology and skilled human resource to provide customer quality services and always tries to balance between interest rate on FDR and Loan. BRAC Bank not only works for their banking sector but also work for the society. They help in the public health sector and also help to protect the environment for the general people.

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A Brief Introduction
BRAC Bank Limited, a scheduled commercial Bank established under the Banking Company Act, 1991 and incorporated as a public company limited by shares on May 20, 1999 under the Companies Act 1994 in Bangladesh. The Bank has started its operation on 4th of July 2001 with a vision to be the market leader through providing all kinds of banking services suitable to the dynamic demands of both business and individual in the competitive market.

BRAC Bank has embarked with an avowed policy to provide "Best-in-the-class" services to its diverse range of customers spread across the country based on latest information technology. To keep in tied with its sponsor, BRAC Bank's goals, the Bank endeavors to provide mass financing especially to focus on under-served enterprises across the rural and urban area. The Bank focused on relationship based Banking, as it believes that the pursuit of profit and developmental goals are mutually reinforcing. This focus makes the Bank to emphasize more on to explore and access market opportunities as well as build asset base to its clients conforming significant contribution to the profitability of the Bank. BRAC Bank is now currently ranked in 5th position in terms of profit and fund management.

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BRAC Bank Limited

Organization Structure

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Board of Directors

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Management Committee

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BRAC Bank Limited


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BRAC Banks management system is very plain and not complicated. The planning processes of BRAC Bank include the four major ones strategic, tactical, operational and contingency planning.

Types of Planning
Strategic Planning: 1. 2. Become Market Leader: Strategic planning includes long term vision of BRAC Bank which is to be the market leader in terms of profit and fund management within 2012. Provide Best Customer Care: BRAC Bank is a very customer orientated Bank and it believes that customer contentment is the key to success so it always tries to deliver the uppermost quality customer care and new types of services. Market Expansion: BRAC Bank plans to expand its market by opening new branches in the most suitable locations. They will open at least 10 branches every year. Going Global: BRAC Bank sees itself to be one of the leading banks in at first the SAARC countries. They are planning to open their branches in these countries within the next 5 years. They also have plans to expand their service to the Middle East. Customer Acquisition: BRAC bank plans to reach the maximum number of customer by 2012 and set this milestone in Bangladesh. Loan Pricing: Following the standard set by Bangladesh Bank, BRAC bank is considering necessary research to find the most efficient and customer attractive loan interest rates.

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Tactical Planning: 1. To become the leading Bank of Bangladesh, BRAC Bank has a very pragmatic tactical planning. They are doing necessary research and taking steps, to increase their fund. This year they are planning to invest in the shipping sector of the country which will generate a very handsome profit. To improve the customer care officers, BRAC is going to engage a certain number of interns in customer relationship training programs. BRAC Bank is going to open 10 branches this year in the most suitable locations in Bangladesh such as Gazipur, Moulobhi Bazar in Sylhet, Hathajari in Chittagong, etc. to expand their market.

2. 3.

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BRAC Bank is expected to open a branch in the capital of Nepal because of the number of Bangladeshi workers working there. This will also help the mass number Bangladeshi tourist visiting Nepal. To attract new customer BRAC Bank is launching a new banking service named Joy of Banking which is due this upcoming October 10. This sector is created solely to give the customers a joyous experience in banking as BRAC Bank believes that banking is like shopping. This year, BRAC Bank will increase the interest rate on salary loan to 18% to ensure that the most deserving applicant get the scheme and reduce risk of bad debt. Similarly other interest rates of other loans are being reviewed but BRAC bank Management to make the adjustment.

Operational Planning: Operational planning of BRAC Bank is prepared by researching customers needs, quality of product and satisfying customers demands. BRAC never compromise with the quality of their services at any cost. It provides superior customer services and always tries to develop existing services and to create new services to please the customer. Besides BRAC Bank has set a benchmark for its employees to enable them perform the best. BRAC Banks is now conducting a survey and research for opening branches in Nepal and other SAARC countries. Branch managers of every branch undertake planning for their day to day activities. Contingency Planning: BRAC Bank has very effective contingency planning for emergency situation. In every branch of BRAC Bank there is fire exit, fire extinguisher for security from fire. To protect Bank plunder they use CCTV and they have enough lighting facility so that the surrounding of the bank can be seen at night and thus they ensured security for emergency situation. Furthermore, on any given if there are a great number of customers to serve they believe that they have enough manpower to serve them. Corporate Vision & Mission Statement: "Building a profitable and socially responsible financial institution focused on Markets and Business with growth potential, thereby assisting BRAC and stakeholders build a "just, enlightened, healthy, democratic and poverty free Bangladesh".

Programmed Decision: BRAC Bank undertakes programmed decision for increasing salary of the employee, sharing profit bonus with the employee and to deal with customer complaints. Sending account statement to the account holder, advertisement for expanding their market is also included in the programmed decision of BRAC Bank. Non Programmed Decision: BRAC Bank sometimes has to make non-programmed decision. Introducing new services; sending catalog to customers in different occasions is incorporated in BRACs non-programmed decision. BRAC Bank never faced any fire incidents but it faced loot once. Using CCTV videos it identified the looters. On different occasions such as Eid and Pujas there is a huge rush of customers. BRAC Bank has always been able to provide them the best services.

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1. 1. 2. 3. 4. Functional Departmentalization: BRAC Bank organized work units according business functions. Functional departments of BRAC Bank are:Marketing. Accounting and Finance. Management Information System. Human Resource Department.

Geographic Departmentalization: The organization structure of BRAC Bank has reflected its operation in two geographic areas The Bangladeshi sector and the International sector. Bangladeshi sectors include six divisions of Bangladesh. There are divisional or regional departments for branches inside Bangladesh. The divisions are:1. 2. 3. 4. 5. 6. Dhaka. Chittagong. Sylhet. Barisal. Khulna. Rajshahi.

International sectors are divided in two sectors: 1. 2. 3. 1. 2. 3. 4. SAARC countries. Middle Eastern countries. Service Departmentalization: Service departments of BRAC Bank are: SME Banking. Retail Banking. Famina Banking (specially designed for women) Student Banking. Delegating work assignment: BRAC Bank is centrally decision making company. Every decision is made by the board of directors. Here no employee can make decision to perform his work. Here the staffs are not only given target but also shown way how to achieve it. In short employees have no autonomy to choose the working method.

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BRAC Bank basically runs on autocratic leadership style.CEO makes decisions, communicate them to subordinates and expect prompt implementation of instructions. Employees have no freedom to give their own opinion regarding the work method. Whenever Managing Director needs to resolve a conflict, he takes fast action & makes decisions which sometime displease the employees.

To BRAC Bank controlling means setting up a standard to manage the business and evaluate the employees performances. BRAC Bank controls the company by the following aspects-

Customer Satisfaction: We are not satisfied until our customer is satisfied -this is BRACs view regarding customer satisfaction. They always provide quick response to solve the problems of customer. CEOs surprise visit to different branches is a very unique feature of BRAC Banks customer service. On any given day, the customer might meet the CEO asking what they like and dont about BRAC. It can be said BRAC being a very new Bank has achieved todays position for being able to satisfy the customers Quality of Service: BRAC Bank never compromise with the quality of service. They use the best technology and skilled human resource to provide customer quality services. Furthermore they are constantly trying to develop their services. Interest Rates: BRAC Bank always tries to balance between interest rate on FDR and Loan. It gives 9% interest on FDR and charges almost 17% on loan account. This balanced rate enables BRAC Bank to earn handsome profit. Service Charge: BRAC Bank provides very excellent service to customers at a very minimum price. Their service is being modified constantly. New feature is being added to their existing service so they have to increase their service charge.

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BRAC Bank is striving to the best bank (in terms of profit and fund management) of Bangladesh within 2012.It is a very growth oriented and customer driven bank. Providing superior customer service and investing in the most profitable project they believe they will be the best brand in Bangladesh.

BRAC Bank Limited


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Leadership is the process of inspiring, influencing, and guiding others to participate in a common effort. BRAC Bank follows Democratic style. Leader in the BRAC Bank delegates a great deal of authority while retaining ultimate responsibility. Management in BRAC Bank divided the work and assigned on the basis of participatory decision making. Active two- way flow of upward and downward communication. BRAC Bank enhances their personal commitment through participation. Although one problem with democratic process is that it is time consuming. Chairmans Speech: ..the bank has seen that a goal a long way through- providing Bangladesh with a degree of service and professionalism that the traditionally underserved class could ever dream of.

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Human Resource
BRAC Bank Limited


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Human Resource Management

Planning for Staffing Needs
BRACs human resource division works to enforce procedural justice, intensify transparency and equity and promote innovation and quality. BRAC ensures a working environment where their staff are nurtured and treated with dignity and respect. The Human Resource Development is composed of sections:1. 2. 3. 4. 5. 6. 7. 8. Policy. Progress and Communication. Performance management. Human resource field operation. Staff separation and Compensation management. Recruitment and Placement. Human Resource Information System. Sexual Harassment Elimination (Share) and staff Relation.

Under the Human resource field operations, HR officers working at the head office co-ordinate and provide to 15 decentralized HR field officers to accelerate HR services to BRAC field staff. In 2007, the division processed 9356 applications and recruited 889 staff.

Recruitment and Selection Process

In recruiting and selecting employees in BRAC Bank, human resource managers strive to match the needs of the organization and individual aspirations and encourage personal fulfillment. Therefore, success is recognized in ways which are relevant to the individual. Steps in recruitment and selection process are following-

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Identify Job Requirement

Choose Source of Candidates Review Application Resumes Interview Candidates Conduct Employment Test and Check Reference Follow Up Interview Select a Candidate and Negotiate Offer

Identify Job Requirement: In BRAC Bank, recruitment can be done in any division. Applicants must have to pass through a personal interview, case study followed by a practical task. Unlike most organizations, age and experience in not mandatory. BRAC Bank provides equal employment opportunity to all applicants irrespective of gender, caste and creeds on the basis of demonstrated ability, experience, and training. So far as applicable, selection shall be made on a competitive basis. The paramount consideration in the appointment of a Staff Member shall be efficiency, competence and integrity. Choose sources of candidate: BRAC Bank prefers both internal sources and external to find the best candidates for specific jobs in the process of recruitment based on situation. Sometimes BRAC bank publishes advertisements on news papers of job vacancies stating special requirements as well. Along with internal search for the best candidate, bank representatives go to the best universities of Bangladesh and pick out the most qualified students to offer them a chance to apply for the job. Review applications and resume: From the received applications they scrutinize, identify and select the final ones that fulfill their requirements.

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Interview candidates: The selection process is a very closely examined written test followed by a viva exam. If the candidates written exam is successful then BRAC bank will invite him/her to an interview or viva exam to test out his/her skills from his/her chosen function and a member of the Human resource team. Assessment centre: Depending on the outcome of the interview, they invite him/her to BRAC Bank assessment centre. Here one will demonstrate his/her skills and suitability through his/her performance in a number of stretching, but fun participatory and individual exercises. In BRAC bank, for special posts of Management Training Officer (MTO) and Corporate Relationship Officer (CRO), the recruitment is given special attention. The selection process of these posts is a very closely examined written test followed by a viva exam. Select a candidate and negotiate an offer: After the assessment they call in the final chosen applicants to negotiate an offer for salary and compensation benefits. The consideration in the appointment should be of efficiency, competency and integrity.

Employee Training
BRAC BANK invests heavily in training and development programs that provide a real opportunity to learn the best organizational skill. BRAC BANK support employees in continuously improving and do all they can to build on his/her functional and leadership capabilities throughout his/her career with BRAC BANK. If one joins BRAC BANK, they are committed to working in partnership with his/her to help him/her develop the skills one need to succeed as a business manager anywhere in the country BRAC bank has been designed to look for fresh recruitment and carries out training in two ways. They are:1. 2. Periodic training. Recruitment training.

Periodic Training: It is done periodically in every 6 months or 1 year to see how its employees are carrying out their jobs. Recruitment Training: Recruitment training is mandatory and is given to each employee every month.
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Employee Compensations
Profit Sharing: BRAC Bank awards bonus with its employees from the profit it earns every financial year. Gain Sharing: BRAC Bank awards bonus to the employees for surpassing predetermined performance goals. Lump-Sum Bonus: BRAC Bank pays onetime bonus or sometimes gives opportunity to buy shares of the bank based on the competitive performance of the employee. Festival Bonus: BRAC bank offers festival bonus during EID, Pahela Baishakh and on other different occasions. Loan Facilities: BRAC bank also proves Car loan, Housing loan and also other certain allowances such as car allowance, mobile and free transport service. Cost of Living Adjustments: They also have a service plan for the employees called COLA (Cost of Living Adjustments) in which the employees get cost of living adjustments if inflations occur.

Employee Benefits
Provident Fund: BRAC Bank provides provident funds to the employees. But it has certain criteria. BRAC will cut an amount of money from the monthly salary of the employee and add the same amount from the bank fund. But to get profit from the fund the employee has to work for certain period of time in BRAC bank. If they resign earlier they will not get the profit from the bank fund but they will get the money that was cut from their salary. Paid Vacations:. In this benefit scheme the branch managers can travel to neighboring countries with their family members. BRAC will bear their expenses. Flexible Benefit Plan: BRAC bank offers its employees a range of options form which they can choose the type of benefits they want to receive. The options for this benefit plans are:1. 2. Medical Insurance. Life Insurance.
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3. 4.

Disability Insurance. Paid Time Off (PTO).

Pay for knowledge: BRAC Banks reward and benefits practices aim to support in attracting and retaining the best people for the organization. To maintain an attractive salary and benefit package, they regularly compare themselves to a select group of other businesses and reward higher performance by individuals and teams. They want their employees to feel rewarded by the challenge of their roles, career opportunities, learning new job tasks, and positive team relationships.

Performance Evaluations
BRAC bank helps its employees better themselves by providing feedback about the particular employees past performance. They evaluate performance of their employees by appraising performance which is comparing actually result with one desired outcome and also 360 degree performance review. 1. Comparing actual with the benchmark: BRAC banks manager of an employees respective functional area will play a key role in this and it depends on the employee developing their careers. BRAC bank evaluates on the basis of performance appraisal every six months or annually in one year and the performance is judged by 5 main words of expressions: 1. 2. 3. 4. 5. 6. Outstanding. Excellent. Superior. Proficient. Marginal. Non-performance.

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Employee Opinions
BRAC BANK is committed in creating an environment where employees at all levels feel that they can speak honestly about the company and issues important to them. BRAC BANK carry out employee opinion surveys every year and the results are very positive. This motivates the employees and makes them satisfied.

Employee Separations
1. Downsizing: BRAC bank is a very new bank its number employee is only 9000 therefore there isnt any extensive downsizing. 2. 3. Using contingent workers: They use contingent worker to decorate the office while opening new branches. Outsourcing: Outsourcing is not directly practiced by BRAC bank. The only indirect outsourcing of BRAC bank is through the HR contract of in the bank maintenance and cleanliness which is outsourced to a company called CLEANCO. IT support and HR is also outsourced in case of technical problems. IT support is managed by the famous Telecommunication Company City cell.

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BRAC Bank Limited

Social Responsibility

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To The General Public

1. Public health Issue: The Annual Eye Expedition: BRAC Banks/Eye Foundation Hospitals Free Eye Expedition Program is flagship project in the new policy thrust. The first expedition under the program kicked off in 1999. Over 1,500 people were screened for various eye ailments. Of this number, 500 received free eyeglasses and 22 cataract surgery operations were performed free. 2. Protecting the environment:

Through BRAC Bank lending practice has a real opportunity to be a force for good, integrating environment and sustainable development considerations into our lending decision making process. The services BRAC bank offers also present an opportunity for them to make a real contribution opening up new markets for example in renewable energy and clean technologies. BRAC bank recognizes that to deliver meaningful progress in these areas, they also engage people and wider stakeholders in the value of taking an environmentally responsible path. 3. Corporate Philanthropy:

In 1999 the Bank had a major policy rethink in the area of corporate social responsibility to strengthen direct involvement in its primary operational environment in such a way that the resultant impact is maximized for societys most needy. The policy on Corporate Social Responsibility is essentially driven by the imperative to directly and positively touch the lives of its stakeholders, with special emphasis on the indigent section of the society. That way, the resultant impact is maximized for societys most needy. In this respect, the Bank does not act through third party charity organizations and care givers. Instead Developing working experience the the is bank gets quality enough for involved of the directly. workforce customer

BRAC banks quality of workforce is suitable for the consumer as their behavior is good and there

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Developing Workforce
In 2004 BRAC bank has sufficiently funded and launched Youth Development Program (YDP) across Bangladesh. In this program the youth of the under developed areas are given training in various technical sectors. Women are given sewing lessons and men given training on mechanical skills including fixing electronics, operating garment factory machines, operating and fixing automobiles, etc. This has greatly aided in the country development. 1) Right to be safe: BRAC bank ensures their customer that their money is in safe hands and this is done by the public investment in safe sectors.

2) Right to be informed: The customers are kept informed about the banks activities through the publication of annual reports.

3) Right to choose: They never go for push selling customers. They have their own variety of service. Consumers choose a specific offer or particular type based on their own interest or needs.

4) Right to be heard: Like other responsibilities, BRAC takes this very sincerely and takes in all the legitimate complains and direct to the respective parties.

To the Employees
BRAC Bank has a moderate amount of responsibilities to their employees. Every organization should have occupational safety precautions for the employees and workers. BRAC Bank offers and regulates proper safety measures for all the employees employed in their workplace. There are well placed fire extinguishers in every branch and fire alarms and smoke detectors are linked with fire stations for quick and effective service in case of any accidents. BRAC Bank provides equal for all employees and workers regardless of age, gender or racial status. Along with that, there is no discrimination in the case of salaries and wages; proper amounts are given to employees according to their designated positions. There has been no record of sexual harassment in BRAC Bank; men and women are venerated and treated respectfully and equally in all terms.
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To the Share Holders

During the end of the year, the BRAC Bank annual report containing all the necessary information (profits, sales, revenues, growth, etc.), corporate diaries, corporate calendars (displaying the brands) and the New Year cards are sent to some of the important stakeholders. BRAC Bank Limited has been awarded ICAB National Award from Institute of Chartered Accountants of Bangladesh (ICAB) for one of the Best Published Accounts & Reports 2007 recently. These items carry an important part in showing the honesty and responsibility attribute of the company. The stakeholders receiving these items remain thankful to the company and will have a positive image of it. Every day, at every BRAC bank branch doors open and close a million times or more, every day, people walk through those doors with personal stories of hope, change and ambition. Helping bringing these stories alive is what we believe is our mission. BRAC Bank

Some Problems and Solutions.....

1) Not enough ATM Booth: One of the major problems is that they do not have enough ATM booths across the country thats why their customer cannot withdraw cash through the ATM Booth from wherever they want. BRAC Bank has almost 200 ATM across the country but mainly in Dhaka City but their competitor Like Dutch Bangla Bank Ltd. have more than 500 ATM booths across the country. But there are future plans from the managing committee to expand their ATM Booth Numbers across the Country. 2) Non sufficient liquidity in ATM Booth: Another major problem is that they do not have enough liquidity in their ATM booths across the country thats why their customer many of times have to return from the Booth without withdrawing money. BRAC Bank has almost 200 ATM across the country but mainly in Dhaka City but their ATM cannot hold enough money. BRAC Bank authorities are trying to solve the problem by installing more and better technology ATM across the country.

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3) Limit on withdrawal: BRAC Bank have created limit on withdraw if any big amount need to be withdrawn by a customer they need to inform it to the Bank previously unless they cannot withdraw any big amount. BRAC Bank authority is concern about this matter and trying their best to solve this problem. 4) Excessive Bank Charge on ATM Withdrawal: BRAC Bank charge relatively higher amount of card yearly fees compare to other banks. They also charge extra amount if any amount of money is withdrawal from their shared network ATM Booth. BRAC Bank authority is concern about this matter and trying their best to solve this problem. 5) They do not have good customer services: Customer services are not up to the mark in BRAC Bank their 24hrs bank services do not work most of the time. It has been seen that they need time to execute a client request. BRAC Bank managing committee are arranging training program for their employee so that they learn how to improve their relationship with customers and provide better customer services.

Book, Internet Website (www.bracbank.com), Class Notes, Visit to the banks personnel.

July 14 Planning Data collection Scrap Final Review Submission 1. 2. 3. July 18 July 27 August 04 August 06

4. 5. 6. 7.

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