Biofoam: Not Just Peanuts Essay

summer duration Internship Program introduce swan of India7/27/2013Type the author nameASUMMER INTERNSHIP REPORTONMerchant Acquiring Business hint of Sale (P.o.s.)Submitted toL.J. Institute of Man advancement studiesIn requirement of partial fulfilment ofMasters of Business Administration (MBA)2 year integral time Program of Gujarat Technological University Submitted on27th July 2013Submitted by clutches No 2012-14DECLARATION1. Objective of the Study2. Comp each Profile memorialOVERVIEW OF SBIPROFILEMISSIONVISIONORGANISATIONAL STRUCTUREBOARD OF DIRECTORS storyACHIEVEMENTS AND AWARDSsociable ACTIVITIES OF SBIOwnersProductsCurrent Scenario3. Organization Over affecta. Organisation Structureb. Employee Profilec. Departmentation teachingi. pay ii. organization iii. marting iv. HR4. Strategies Adopteda. Financeb. Operations/ actionc. Marketingd. HR5. Researcha. Problems Identifiedb. Hypothesisc. Research methodologyd. instruction Analysise. Conclusions / Observations / Findingsf. Suggestions / Comments design OF THE STUDYThe fair game of the consider isTOWARDS THE partial(p) FULFILLMENTFOR THE AWARD OF THE DEGREE INMASTER OF BUSINESS judicatory (2ND YEAR, SEM-3)The major objective of the study is COMPANY OVERVIEW( study of the various departments of the brass instrument )& inter field of study type AereMARKET RESEARCHONARE THE clientS OF HOME impart DEPARTMENT SATISFIED WITH THE PROCESSES INVOLVED IN GETTING yield FROM SBI ?HISTORY OF SBIEVOLUTION OF SBIThe origin of the State cant of India goes back to the first hug drug of the nineteenth century with the establishment of the vernacular of Calcutta in Calcutta on 2 June 1806. Three years later the cash box received its charter and was re-designed as the coast of Bengal (2 January 1809), the first joint-stock cuss of British India sponsored by the G of altogether timeyplacenment of Bengal. The brim of Bombay (15 April 1840) and the brink of Madras (1 July 1843) followed the confide of Be ngal. These triplet coasts remained at the apex of modern tilling in India. On 27 January 1921,they were amalgamated as the purple assert of India. The common chord presidency bevels came into existence either as a result of the compulsions of over-embellished finance or by the felt needs of local europiuman commerce and were non imposed from come to the foreback(a) in an arbitrary vogue to modernise Indias economy. Their evolution was, however, shaped by ideas culled from similar developments in Europe and England, and was influenced by changes pass offring in the structure of cardinal the local occupation environment and those in the relations of the Indian economy to the economy of Europe and the b on the whole-shaped economic framework.EstablishmentThe establishment of the relish of Bengal marked the orgasm of limitedliability, joint-stock banking in India. It was the associated innovation in banking, viz. the decision to entirelyow for the swan of Beng al to issue notes, which would be accepted for compensation of overt revenues inwardly a appeasericted geographical argona. This right of note issue was genuinely valuable not entirely for the confide of Bengal but also for the Banks of Bombay and Madras. The purpose of deposit banking was also an innovation because the practice of accepting money for charge (and in just about cases, even investment on behalf of the clients) by the indigenous bankers had not spread as a general habit in most parts of India. But, for a long time, and in particular upto the time that the tercet presidency banks had a right of note issue, bank notes and government balances make up the bulk of the investible resources of the banks. The three banks were governed by royal charters, which were revised from time to time. Each charter provided for a sh atomic go 18 capital, quaternary-fifth of which were privately subscribed and the rest owned by the provincial government.Presidency Banks str ikeThe presidency Banks Act came into operation on 1 May 1876.This brought the three presidency banks infra a common statute with similar restrictions on argumentation. The proprietary union of the Government was, however, terminated, though the banks continued to hold charge of the public debt offices in the three presidency towns, and the custody of a part of the government balances.Bank of MadrasThe decision of the Government to keep the surplus balances in Reserve Treasuries come outside the normal control of the presidency banks and the connected decision not to assure minimum government balances at parvenu places whither set-backes were to be opened efficaciously checked the growth of new branches aft(prenominal) 1876. The pace of expansion witnessed in the previous decade fell sharply although, in the case of the Bank of Madras, it continued on a modest scale as the lucre of that bank were mainly derived from trade dispersed among a number of porthole towns and inl and Centers of the presidency.Bank of BombayPresidency Banks of BengalThe presidency Banks of Bengal, Bombay and Madras with their 70 branches were merged in 1921 to form the violet Bank of India.The triad had been transformed into a monolith and a giant among Indian mercenary banks had emerged. The new bank took on the triple role of a commercial bank, a bankers bank and a banker to the government.But this creation was preceded by years of deliberations on the need for a State Bank of India. What eventually emerged was a half-way hall combining the functions of a commercial bank and a quasi- substitution bank.The establishment of the Reserve Bank of India as the central bank of the country in 1935 ended the quasi-central banking role of the Imperial Bank.The latter ceased to be bankers to the Government of India and instead became agent of the Reserve Bank for the touchion of government note at centres at which the central bank was not established.But it continued to maintain currency chests and small coin depots and operate the remittance facilities scheme for separate banks and the public on call stipulated by the Reserve Bank.It also acted as a bankers bank by holding their surplus cash and granting them advances against authorised securities. The management of the bank clarification houses also continued with it at m some(prenominal) places where the Reserve Bank did not induce offices. The bank was also the biggest tenderer at the Treasury broadsheet auctions conducted by the Reserve Bank on behalf of the Government.The establishment of the Reserve Bank con trustworthyly saw important amendments organism do to the constitution of the Imperial Bank converting it into a purely commercial bank. The earlier restrictions on its business were outback(a) and the bank was permitted to undertake foreign exchange business and executor and trustee business for the first time.Imperial BankThe Imperial Bank during the three and a half decades of its existence save an impressive growth in scathe of offices, reserves, deposits, investments and advances, the increases in some cases amounting to to a greater extent(prenominal) than six-fold. The financial status and security acquire from its fore hunting expeditionners no doubt provided a firm and durable platform. The lofty traditions of banking which the Imperial Bank consistently maintained and the high standard of integrity it observed in its operations inspired confidence in its depositors that no anformer(a)(prenominal) bank in India could perhaps then equal. solely these enabled the Imperial Bank to acquire a pre-eminent position in the Indian banking industry and also secure a vital place in the countrys economic life.Stamp of Imperial Bank of IndiaWhen India attained freedom, the Imperial Bank had a capital base (including reserves) of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and Rs.72.94 crores respectively and a network of 172 branches and mor e than than 200 sub offices extending all over the country.S B I THE PROFILEREGISTERED NAME STATE BANK OF INDIACHAIRMAN SHRI ARUN KUMAR PURWARDATE OF ESTBLISHMENT foremost JULY 1955FORM OF ORGANISATION NATIONALISED BANKCENTRAL OFFICE CORPORATE warmnessAPEX ADMINISTRATIVEOFFICE, MUMBAI.REGISTERD OFFICE CENTRAL visorS OFFICENumber of interior branches 9,177Number of foreign brances 70SYMBOL OF SBIThe new symbolic representation of the State Bank of India is circular representing the simplest and the most symmetrical of gometrical shapes.The circular shape of the symbol suggests the continual expansion worry the ring in the water, to cover the accurate country.From the ancient times, the roundness was considered as the broadness of the mans creation and his growing consciousness.The small circle in the center connotes that de ache the SBIs size it is small man who hold the center of State Bank stage.OVERVIEW OF THE BANK* State Bank of India is the nations largest bank, accoun ting for close to 20% of Indias deposit and bestow activities. * The bank operates more than 13,500 branches and over 5,000 cash machines within India and more than 50 offices in some 30 different countries. * The bank owns an as act base of $126 billion.* While its size has slowed modernization of both its swear outs and its products, the bank has become more computerized. * Its inter subject field banking services intromit shipping and export financing and merchant banking. * The Reserve Bank of India owns close to 60% of State Bank of India.MISSION OF SBI* To retain the banks position as the premier Indian financial service group, with the military man curriculum standards and significant global business, committed.* To excellence in customer, sh arholder and employee rejoicing, and to calculate a leading role in the expanding and diversifying financial services sector, bit continuing emphasis on its development banking role.VISION OF SBI* Premier Indian financial s ervices group with global perspective, world- class standards of efficiency and professionalism and totality institutional values.* Retain its position in the country as a pioneer in development banking.* Maximize shargonholder value by means of high sustained earning per sh are.* An institution with a culture of mutual help and commitment, a satisfying and exciting work environment and continuous breeding opportunities.BOARD OF DIRECTORSDirectors on the Banks Central Board as on 1st July 2006DIRECTORSProf. M.S. SwaminathanShri. Ajay G. PiramalShri. Suman Kumar BeryDr. Ashok JunjhunwalaShri. A. C. KalitaShri. Amar PalShri. Arun SinghShri. Rajiv PandeyShri. Piyush GoyalShri. Ashok K JhaSmt. Shyamala GopinathShri. O. P. BhattChairmanMANAGING DIRECTORShri T. S. BhattacharyaPRODUCTSANDSERVICIES OF SBI1. serve1. SBI VISHWA YATRA FOREIGN TRAVEL CARD2. FOREIGN INWARD REMITTANCE3. cash dispenser SERVICES4. INTERNET BANKING5. LOCKER6. GIFT CHEQUES7. PUBLIC PROVIDENT computer storage ( PPF)2. DEPOSIT SCHEMES1. CURRENT ACCOUNT2. BASIC BANKING3. SAVINGS BANK ACCOUNT4. TERM DEPOSITS3. PERSONAL FINANCE1. SBI SARAL PERSONAL loanword2. HOUSING contribute3. SHORT TERM HOUSING contribute4. EASY TRAVEL LOAN5. GRAM NIVAS SCHEME6. CAR LOAN7. EDUCATION LOAN8. prentice LOANS9. PROPERTY LOAN10. LOAN TO PENSIONERS11. LOAN AGAINST SHARES DEBENTURES12. LOAN FOR EARNEST funds DEPOSIT13. FESTIVAL LOANS14. MEDI-PLUS SCHEME15. TEACHERS-PLUS SCHEME16. SAINIK-PLUS SCHEME17. TRIBAL-PLUS SCHEME18. tendency assent KHAZANA19. RENT PLUSCURRENT SCENARIO* State Bank of India is focusing on cozy accruals through competitive and efficient operations to increase positiveness in the coming years. * SBI has moved up in terms of biddinges and engine room in working(a) systems. There has been concerted efforts to push up commercial lending, especially credit to SMEs (small and medium enterprises), besides cashing in on accepted estate boom with focus on improving caparison loans. * SB I was focussed on deploying capital to improve agriculture sector in a viable way and not as a one-time basis. * sell credit alone stood at Rs 50,000 crore for the year ended 31 run into 2006. * SBI has teamed up with GE big(p) function to regimenstuff its credit cards, being showcased as an important product in in-person banking. * At present, the bank has over 2.5 million credit cards in circulation * At present, the bank has around 6,000 ambiances across the country with an average disbursement of Rs 10 crore per day.* SBI Life, a joint venture with French comp either, Cardiff, adopts banc assurance model to expand its business in life insurance. * Through bundling SBI Life with some other products, the bank offered protection to customers. Similarly, SBI Mutual Fund through multiple schemes had received whelm response from investors. * To facilitate operations of salary in labour intense companies and factories, the bank has introduced Payroll cards, an ATM ca rd for employees to draw salary from banks aft(prenominal) the same has been remitted by the employers. They dont need to put one across SB accounts for availing Payroll cards. * The bank has targeted 16 per cent growth in deposits and 20 per cent growth in lending for the region in the current fiscal. * belatedly, the newly opened branches have received good response from customers as efforts were taken to improve the ambience of banking experience.ORGANISATION OVERVIEWORGANISATIONAL STRUCTURECHAIRMAN(ARUN KUMAR PURVAR)MANAGING DIRACTOR(SHRI C. BHATTACHARYA)(SHRI K. ASHOK KINI)DIRACTORS(ED-3, NED-13) drum interrogative GENERAL motorcoachGENERAL MANAGERDEPUTY GENERAL MANAGERASSISTANT GENERAL MANAGER(MR S. MANKODI, regional BUSINESS OFFICE, SAURASTRA)(MR. V. SUBRAMAIAN, MAIN BRANCH, RAJKOT)(MR. JAGDISH JOSHI, PFC, RAJKOT)tribal chief MANAGERDEPUTY MANAGERASSISTANT MANAGEREMPLOYEESCLERKSMASSENGERSDEPARTMENTATION INFORMATION1. merchandising DEPARTMENT2. FINANCE DEPARTMENT3. SYSTEM DEPARTMENT4. HUMAN pick DEPARTMENT trade MDEPARTMENT trade DEPARTMENT1. selling AN INTRODUCTION2. BANKING welkin AND THE ROLE OF MARKETING3. MARKETING IN SBI4. 7 PILLARS OF MARKETING5. CUSTOMER SERVICE AT SBIMARKETING AN INRTODUCTIONMarketing is a multi-faceted subject coat the areas of production, consumption and distribution which can be viewed narrowly as activities that occur in the transfer of services to customers or broadly as all processes by which the society assumes its requirements.Marketing seeks to convert customer deeds into products and offers it to the market so as to fulfill the needs of the customers.Marketing communication is considered as a tool to communicate the benefits of the product to the customer.Marketing management is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods and services to create exchanges that satisfy man-to-man and organizational goals.Marketing department is one of the mos t important departments of all business organization. Whether its business unit, service unit, manufacturing unit, non government unit, tourism, country etc., competition has leftfield no sector but to push itself to survive. The world has become global village and constant query and development, technology up gradation has made the market full of services and products and new ideas for customers.Scope of selling is ever changing and everlasting. Brand management, event trade, e-marketing, relationship marketing etc. are the new jargons in this area. MARKETING IN BANKING SECTORTHE ROLE OF MARKETING IS TO DELIVER A HIGHER STANDARD OF LIVINGMarketing in banking sector is expressed as,Putting People FirstBanking a watchword that brings the picture of money, economy cheques, drafts, prudences, deposits, investments, and like a shot.. it whitethorn bring more pictures of debit card, credit card, ATMs., Mutual funds, loans for 2 wheelers, 4 wheelers, alkalis, education, traveli ng, etc. The scope of banking activities has increased and because the role of Marketing in banking sector also has permitne rapid changes. shopping centre banking, Net banking, e-banking, mobile banking, phone banking, are the new awtaars of banking today.BANKING ENVIRONMENT IN INDIAThe mantra of todays marketersisCatch the customer and cash the customer have it away the customer and not the productThe growth in aggregate deposits of plan commercial banks at 17.3% in 2003-2004 was high than 13.4% in 2002-2003, adjusted for mergers. However, plan commercial banks credit recorded a set out rise of 14.6% during 2003- in food credit following higher off take of food grains. MARKETING IN SBIMarketing activities in SBI are centralized. Basically in that respect are 14 circles all over the country zone wise. Namely,1. Ahmedabad pot 8. Hyderabad overlap2. Banglore Circle 9. Kolkata Circle3. Bhopal Circle10. Lucknow Circle4. Bhubaneshwar Circle11. Mumbai Circle5. Chandigarh Circle 12. Delhi Circle6. Chennai Circle13. Patna Circle7. Guvahati Circle14. Kerala CircleUnder each circle there is one local head office and few Zonal offices which take apportion of marketing activities of respective local branches of SBI. At L.H.O., there is one marketing head and good staff who plans & executes all the activities of marketing of SBI & its products for that special region. The Central office at Mumbai decides the budget of marketing for all assorted circles and according to the allotted budget and requirements, heads at circle designs and develops the needed marketing strategies. So here, at SBI main branch, Rajkot, AGM of Main Branch, PFC & regional head, carry out marketing functions under the supervising of L.H.O. Ahmedabad.THE CONSTANTMARKETING ACTIVITIESAT SBIMARKET RESEARCHDESIGNING AND REDESIGNING PRODUCTS & SERVICIESPRICING (setting saki rates) forwardingDISTRIBUTION afterwards SALES SERVICES etc.MARKETING MIX OF SBIPRICEThe second important pillar of marketing or marketing mix of SBI is PRICE.It is important because other Ps are expense making whereas only this P fetches money.Banking sector is a service sector therefore in this sector there is no physical existence of product but here services are delivered and expensed.It can be the touch on loan or charges store for providing different facilities to its customers. gratify rate is the word used instead of price in banking sector. As cold as deposits are concerned the public funds are used by bank and interest is nonrecreational to the account holders. As far-off as loans are concerned the interest is paid by the customer to the bank for using the funds of the bank.Interest rates are trenchant by the corporate office, MUMBAI under the supervision of RBI.In fact, decision loveing interest rates is all affected by monetary policies, capital market, availability of funds to commercial banks and economic conditions of country. agencyDistribution or execution of p roducts and services at any bank is mostly through its outlets or branches themselves. Yes today, ATMs are the most dynamic retail channel in terms of transformation they are bringing astir(predicate) in banking habits and about popularity with customers and branch staff alike.Depending on the size o market, city, town, state, country and need, the number and place of Zonal offices and branches are determined. As far as SBI is concerned, most of the branches and offices are located at the heart of the city.SBI has great network of outlets and ATMs through out the world form where it serves its customers.STRUCTUREOF formulateING & EXECUTION PREMISESCORPORATE CENTER (MUMBAI)LHOsZONAL OFFICEREGIONAL BUSINESS OFFICEBRANCHESDepending on the size of market, city, town, state and country need, the number and place of Zonal offices and branches are determined. As far as SBI is concerned most of the branches and offices are located at the heart of the city.IN RAJKOT thither ARE 5 BRANCH ES OF SBI1. RAJKOT MAIN BRANCH2. BHAKTINAGAR BRANCH3. JAGNATH BRANCH4. LAKHAJIRAJ course BRANCH5. MARKETING YARD BRANCHPROMOTIONGENERAL promotional ACTIVITIES AT SBIAt e truly branch of SBI they put hoardings of their different products, not only in branches but also on crowded roads of the city.They give advertizing in TELEVISION and NEWSPAPERS for their different products and special schemes if any. SBI form WORKSHOPS on securities market awareness campaign (SMAC) at eight centers and educate about 1675 investors in these workshops.They even give advertisement in national aim MAGAZINES.PRODUCTWISE PROMOTIONAL ACTIVITIES1. EDUCATION LOAN For advertising at national direct SBI put HOARDING and took help of TELEVISION. At local take they give LEAFLET to all the customers that visit the personal finance cell. Recently they have also started crowing SEMINARS and PRESENTATIONS in colleges and coaching classes, where potential customers are represent.2. HOUSING LOAN To incre ase the sales and for creating awareness about lodgement loan, SBI conducted a property fair. For that they took help of print media by giving advertisement in local newspapers and by distributing leaflets.3. AUTO LOAN As far as marketing of Auto Loan is concerned bank was in general impression that there was no need of doing. But as the time passed SBI started realizing that there rate are little bit higher in market. They decreased their rate & started doing marketing by giving advertising in the in local newspaper. They are doing promotion together with with the dealers and also belongings stall at fair or other places.FINANCEDEPARTMENTFINANCIAL HIGHLIGHTSFOR THE YEAR 2005- 06 2004-05 % change substance Income (Rs. Crore) 43,184 39,548 9.19Total Expenditure (Rs. Crore) 38,777 35,243 10.03 Net Profit (Rs. Crore) 4,407 4,305 2.37Earning Per Share (Rs.) 83.73 81.79 2.37Return on mean(a) Assets (%) 0.89 0.99 (-) 10.10 Return on Equity (%) 15.47 18.10 (-) 14.53Profit Per Employ ee (Rs. Thousands) 216.76 207.50 4.46AT THE END OF abut 2006 March 2005 (%) changePaid up Capital andReserves & pleonastic 27,644 24,072 14.84 nonpluses (Rs. Crore) 3,80,046 3,67,048 3.54Advances (Rs. Crore) 2,61,642 2,02,374 29.29BALANCE SHEETOF THE STATE BANK OF INDIAAS ON thirty-first MARCH 2006(Rs. in billion) MARCH 2005 MARCH 2006CAPITAL & LIABILITIES Capital 5.26 5.26Reserves & Surplus 320.26 366.80Minority Interest 13.04 14.30Deposits 5061.05 5440.24Borrowings 229.30 369.75 different Liabilities & Provisions 656.87 771.96Total 6285.78 6968.32ASSETS Cash & balances withReserve Bank of India 256.16 311.29Balances with banks andmoney at call & short notice 253.41 262.08Investments 2619.62 2279.31Advances 2869.87 3743.17Fixed Assets 35.74 39.58 other Assets 250.98 332.92Total 6285.78 6968.32Contingent Liabilities 2017.46 2930.77Bills for Collection 316.90 247.81STATE BANK OF INDIA MARKET related RATIOSMARKET RELATED RATIOS MAR 03 MAR 04 MAR 05 MAR 06 Mar ket Price (Rs)(as on last day of the year/quarter) 270 606 657 968 Price to track record Ratio (%) 0.83 1.58 1.44 1.79 Market Capitalization(Rs in Billion) 142.05 318.78 345.75 509.48 Earning Per Share( Rs) 59.00 69.94 81.79 83.73P/E Ratio (%) 4.58 8.66 8.03 10.40Analysis of Performance financial* Level of domestic investments remained persistent during the half-year of FY 2005-2006. * Investment Fluctuation Reserve amounted to 5.30% of in line Investments. * During the half-year the Bank divested its stake in (Credit Information Bureau of India Ltd. (CIBIL) from 40% to 10% and booked a turn a profit of Rs.7.50 crores as a result of this disinvestment. * During the period, forex business on account of customers registered a growth of 28.80% on Year-on-Year basis. * NII of the Bank went up by 24.11% from Rs.6,333.89 crore in H1 of 2004-05 to Rs.7,861.19 crore in H1 of 2005-06. * Staff costs registered a growth of 9.11% due to wage revision. Other Operating Expenses of the Ban k showed a growth of 10.41% in in H1 of 2005-06 as compared to H1 of 2004-05 * Total cookerys made for this half year were higher at Rs.2,984.21 crore as compared to Rs.2,536.02 crore made in H1 of 2004-05. Major provisions are as under * Provision for NPAs at Rs.246.74 crore for the current half year (as against Rs.508.45 crore during H1 of 2004-05). * high Provision for depreciation on investment Rs.2,397.07 crore (as against Rs.344.03 crore in H1 of 2004-05). * Provision for levy at Rs.400.09 crore (including deferred tax debit) as compared to Rs.1,449.97 crore in H1 of 2004-05. Provision for tax is lower mainly due to higher provision for depreciation on Investment. * The provision & contingencies for the Current Quarter (Q2 only) stood at Rs.767.56 crores, as against Rs.1,523.04 crores in the equivalent period of the previous year.SYSTEM DEPARTMENTInformation TechnologyATM Project* The Banks ATM network includes 5479 ATMs in India, which is the largest ATM network in the country. The Bank continues to expand this network rapidly. Customers can transact free of cost at the ATMs of the State Bank Group.* The agreement with visa and Master Card International for acquiring ATM transactions has resulted in another revenue generation stream.Core Banking Solution (CBS)* The Bank is mournful towards a centralized entropybase and a Core Banking Solution, with capability for on-line, real-time transaction processing. The Bank has brought 2165 branches at 437 centers under Core Banking Solution in all Circles, covering 38% business. * Implementation of CBS would substantially enhance the Banks capability in introduction of new and innovative products at very short intervals across branches and other value-added services to customers on a 24X7 basis, smack up internal efficiency through straight-through transaction processing capabilities on a centralized database and improve operational effectiveness in the areas, such(prenominal)(prenominal) as, integrat ion of multiple delivery transmit, single window for meeting all needs of a customer, better MIS and improved security.This will take the Bank to a superior technology platform leading to near-zero branch level system administration, centralized generation of reports and zero-effort reconciliation of inter-branch entries as more and more branches shift to core banking platform.* Core banking would integrate the trade finance, Treasury and ALM applications enable efficient funds management and risk management capabilities. Value Added Services* College/Hostel Fee Payment through ATMs Covered more than 67 Institutions sunder this scheme.* Topping up of Mobile phones of Idea, Orange and Airtel transactions.* Opening of net profit Banking accounts through ATMs for cardholders.* ATM is increasingly used as cash position for SBI cards.* Issue of monthly/quarterly season tickets for suburban trains of Central railroad track at CST Mumbai.* Cash as healthy as Cheque Deposit on ATM Fa cility has been madeOperational on a pilot basis.* Temple trust Donation facility now operable for Vaishnodevi, Shri Sai Sansthan, Shirdi and Gurudwara Sahib, Nanded.Devotees can now offer their donations to these Temples through ATM.* Online collection of Application fees for opening & JMET 2006. * MTNL, Mumbai Bill pay through ATM.PERSONAL BANKING FINANCE booth To give rivet upkeep to retail loans at branches, cells have been set up at 182 branches with many a(prenominal) more to come.BUSINESS PROCESS RE-ENGINEERING (BPR) The bank has undertaken BPR exercise and has engaged an international consultant as Advisor for the project. The objective of BPR initiative is to strengthen the banks ability to acquire new customers, build lasting relationship with existing customers and increase customer satisfaction through world-class service quality.The BPR team is simplifying and redesigning processes to leverage the core banking dissolver platform. Strategies are being evolved for migrating transactions to full set of alternate channels namely, ATMs, Internet and Call Centers. The objective is to transform branches into sales and service focused outfits with all back-offices, non-customer facing transactions being moved out of branches to central processing cells.SINGLE WINDOW SYSTEM To improve customer service and to free the staff for marketing, single window delivery system has been introduced at 7446 branches.HUMAN RESOURCE DEPARTMENTHUMAN RESOURCE DEPARTMENT1. unveiling2. Human Resource Management at SBI3. Recruitment4. selection5. advancement6. Training7.IMPORTANCE OF HUMAN RESOURCE MANAGEMENTIt has become the fate for the organizations to keep HR Department because EMPLOYEES are the valuable asset of any organization. Each and every organization is concerned with personnel functions and that is the reason for keeping a separate Human Resource Department.The personnel manager has the supreme responsibility for all personnel and labor polices. Th is department helps the management in securing, utilizing and developing appropriate manpower to achieve the organizational objectives.For this purpose, it performs several functions like recruitment, selection, compensation, promotion, transfer, training etc. It also relates to the maintenance of industrial peace and unanimity, industrial Relations, labor welfare activities, etc.HUMAN RESOURCE MANAGEMENT AT SBIThe bank proposes to automate its HR processes with business objectives. Thus the bank has decided to implement an HRM solution which would handle all aspects of HRM, including payment of wages and salaries, CTC, death penalty management, training management, fixed assets etc.STRATEGIC LEADERSHIP PROGRAMMESSuch programmes for officers in Senior Management commemorate, and Strategic HR initiatives were launched, and in addition,Revamping of the Training SystemIt was undertaken to meet future needs of the Bank which is under implementation.INDUSTRIAL trafficIndustrial Rela tions includes maintaining the relations with the employees and colleague to maintain the industrial harmony and peace.In order to increase the responsibilities of Senior or Special Assistants, their mountain pass powers have been enhanced and duties enlarged.RECRUITMENT AT SBIAs SBI is the government oranisation here for higher level of designation or post SBI prefers to follow the internal source of recruitment that is advancement, Transfers, and demotion within the organization.As far as other clerical job is concerned there is no recruitment remainder on for the post of officers and middle level jobs.The External source of recruitment is used that is Advertisement in newspapers, magazines and web sites.Here, major decisions regarding recruitment are taken by SBI Central Recruitment Board, Bombay. excerpt AT SBI recognize OF performanceSCRUTINISINGAPPLICATIONSRECEIVEDINVITINGRIGHT CANDIDATESFOR INTERVIEWDIFFERENT TESTSFORSELECTIONSELECTIONOFTHE RIGHT CANDIDATEPROMOTIONSThe u sual policy for promotion is to promote the person on the basis of seniority or merit. Length of service, education, training course completed, previous work history etc. are factors, which are abanthroughd weitht while deciding on a operativeness, merit, honesty, many informal influences are powerful determinants of a promotional policy.PROMOTIONS AT SBIThere are three types of promotions at SBI * turbulent Track Promotion* Normal Channel Promotion* Seniority Channel PromotionFAST TRACK PROMOTIONIt is relevant to the employees who have completed 2 years of job.Such employees have to undergo* A written try on and* Then group discussion and* person-to-person interviews respectively.More over, every employee should have secured 90 % and more marks and grade A in confidential performance appraisal report. zero(prenominal)MAL communication channel PROMOTIONIn this channel of promotion employees who have completed four or five years of their job are eligible and they have to udergo written test and group discussion and personal interview. Depending on personal records, performance appraisal, requirement of staff, grades and percentage in test, employees and promoted.SENIORITY CHANNEL PROMOTIONIt is establishon as the name suggests seniority level of an employee The promotion is given to them. As this type of promotion is only given to senior employees for the higher level of posts and designations, at times they have to also go for written test and at times they have to directly go for oral exams and interviews. foursome scale of promotion are there. In this type of promotion, employees who have done 12 years of job are eligible for scale 1 and scale 2 promotion while employees who have completed 14 year of job and carries minimum 50% marks are eligible for scale 3 and scale 4 promotion,TrainingBanks Training PhilosophyTraining in State Bank is a proactive, planned and continuous process as an integral part of organisational development. It seeks to impart k nowledge, improve skills and reorient attitudes for individual growth and organisational effectiveness. State Bank of Indias experience in training spans more than four decades and is based on an in-depth understanding of the business and banking environment, domestic as well as international.TRAINING SYSTEM GOALS* Training* Feedback to corporate office to assist in policy formulation, product development * To act as a think-tank* An internal consultant* Organisational development interventions* To conduct customised on-site programmes at our branches * Interventions at branch level for organisational development * Research & DevelopmentTRAINING methodology* Knowledge* Lectures* Exercises* Questionnaires* Quiz* Group work* Interface/panel discussions* Skills* miscue studies* Exercises* Group work* Attitudes* Small group Work* Role mould* Exercises* Interface/panel discussions* Customer fundamental interaction* Training media Audio-visual teaching assist and computer aided lea rningMARKET RESEARCH-IN HOME LOAN DEPARTMENTVARIOUS STAGES IN RESEARCHStage-1 PROBLEM IDENTIFIEDAt the very first stage in explore the queryer has to clearly name and define the problem. A well defined problem helps the researcher in the research. As it said thatA PROBLEM WELL be IS HALF SOLVED.My research problem is What are the experiences & difficulties approach by customers in getting Housing loan from SBI?Stage-2 IDENTIFICATION OF RESEARCH OBJECTIVEIdentification of Research objective is very essential in any research because if the researcher fails to identify the research objective he may fail in his research and the researcher can not achieve ultimate results.Research objectives are the end results.It directs and provides the base for the research plan.The objectives of this research are1. Primary Objective To identify the difficulties faced by the customers in getting Housing loan from SBI and to find the possibilitye.2. Secondary Objective * To identify the expe ctations of the loan holders. * Based on the opinions and experiences of the customers, to give suggestions to remove this gape.Stage-3 RESEARCH PLANFor gathering the needed information the researcher needs to draw out the most efficient research plan based on well defined research objective.Designing of research plan includes the following1. Data source2. Research Approaches3. Research Instruments4. Research Methods1Data SourceIn market research data can be of two typesPrimary dataIn primary data the information is obtained from the original source by researcher. Here, information needed is the perception of the loan holders from SBI regarding the processes involved in housing loans, which is only possible through personal meets with them so it is primary data source.Secondary dataThe data, which is already still and used, previously, is secondary data. For meeting the loan holders I got the personal information like name, address, telephone number etc. from their accounts so that is secondary data.2Research ApproachesPrimary data can be collected in four waysFocus groupsSurveysObservationExperimentsObservational research and look into research are two approaches, which have been used to meet the objectives of research.Observational research has been carried out simultaneously with survey research.3Instruments Used in Research Researchers have a choice of two main research instruments in collecting primary data. * Questionnaires and* Mechanical DevicesFor surveying the housing loan holders of SBI, the research instrument used is questionnaires for each of them individually.4Survey MethodsThere are two methods of survey* Survey of population* Survey of samples selected from the wholeTo carry out the research, the method adopted here is the survey of the samples. First step to have Survey is designing the try out Plan.Sampling Plan clearally deals with the following* Sample Size* Sampling MethodSampling Plan* Sample size-100* Sampling method -Simple Rando m sampling* Instrument usedFor survey -Questionnaire&Personal InterviewsQUESTIONNAIREInstruction a) The purpose is to make survey only.b) Information provided will be kept confidentialNAME _________________________________________CONTACT NO. _________________________________________OCCUPATION Business Profession ServiceMONTHLY INCOME 8000 to 15000 Above 25000 15000 to 25000* Had you visited other banks before taking loan from SBI? Yes No* Reason for selecting SBI Nationalized bank spurn interest rate Good facilities disgrace cost Speedy phiz* How you received the related information? In a single piece In bit of pieces* What was the gape in the midst of date of application and instigate of loan? 1 to 5days 5 to 10 days 10 to 15days 15 to 20 days More than 20 days* In your opinion, comparatively sanction process is Speedy Moderate Low* Within how many days loan amount was disbursed? 1 to 2 11 to 15 3 to 5 16 to 20 6 to10 More than 20* Did you face any difficulty in receiv ing disbursement? Yes No* In comparison with other banks the interest rates of SBI are Higher Lower Equal to other banks* Your suggestion ___________________________________________________________________________________________________________________________________________________________________________________________________THE RESULTS OF THE SURVEYDEPENDING ON THE VIEWS OF THE HOME LOAN HOLDERS OF SBI BASED ON THE QUESTIONNAIRE PREPARED.OCCUPATION OF DIFFERENT CUSTOMERSThe supra indicated results shows that more of the home loan holders are Businessmen.There is not much variation mingled with service and profession class as the number of both the class of the customers are nearly similler.CLASSIFICATION OF THE CUSTOMERS ON THE BASES OF THEIR INCOME LEVEL BY DIVIDING THEM INTO unique(predicate) INCOME CLASSThe to a higher place graph shows that there is not much deviation among the different classes.More of the home loan holders are having the monthly income between 15000 to 25000. Those having monthly income more than 25000 are lesser.But looking to the overall scenario there is equal distribution among all the three income class.NUMBER OF CUSTOMERS WHO HAD VISITED OTHER BANKS ahead TAKING LOAN FROM SBIThe graph shows that more of the loan holders had inquired, directly or through other sources like friends or relatives, other banks before taking loan from SBI.THIS SHOWS HOW THEY RECEIVED BASIC INFORMATIONTo the response of this question, more of the customers replied that they faced a little difficulty in receiving different information regarding basic information or the information about documentation.REASONS GIVEN BY CUSTOMERS FOR SELECTING SBIThe in a higher place graph looks very unevenly distributed but it is due to the reason that the respondents gave more than one answer to this question. nearly told that more than one reason are there for selecting SBI.One of the reasons not mentioned through graph is TRUSTWORTHYNESS stated by some o f the respondents.GRAPH SHOWING THE fourth dimension DURATION BETWEEN APPLICATION GIVEN BY CUSTOMERS AND LOAN SANCTIONED BY THE BANKThe above result is full of variations. During the survey, It was put up that some of the first 22% customers got the loan sanctioned even within one day. On the contradictory part, some of 11% customers did not get the loan sanctioned even after 40 days of application. This was also due to the delay in accounting entry of required documents by customer.IF THE SANCTION OF LOAN WAS SPEEDY FROM THE VIEWPOINT OF CUSTOMERSTIME TAKEN BY THE BANK TO DISBURSE THE LOAN AMOUNT TO THE CUSTOMERS AFTERSANCTIONINGGape between sanction and disbursement is generally found to be 2 to 8 days after sanction of the loan.Some of the customer faced difficulty in receiving the disbursement of the loan. Few got the payment after a long wait of approximately a month. CUSTOMERS WHO face up DIFFICULTY IN RECEIVING THE DISBURSEMENT OF THEIR LOAN AMOUNTINTEREST range IN VIEW OF THE CUSTOMERS OF HOMELOAN DEPARTMENTRESEARCH FINDINGS1. Liberalization in the loans is needed.2. It was found that most of the customers who got the loans sanctioned fast, received the disbursement faster and those who got the loan sanctioned late, got the payment late than the average time. Of course, this can be due to unclarity on the part of customer. 3. Customers want that they should be able to get all the information from one person only so that they need not to run here and there.4. Core banking should be full helpful to the customers. In spite of core banking customers are still facing difficulty regarding flexibility for payment of installment. 5. Lower documentation should be there for the loans. As per customers view only really needed documents should be asked for. 6. Customers who got detain sanction or delayed disbursement were dissatisfied and suggested to faster the operations of the bank.7. Most of the customers expressed view that they prefer SBI more for the home loans as it is very good, as compared to the other private banks also, as far as the home loans aspect is considered 8. Dissatisfied customers told that the operations involved in sanction and disbursement needs to be made faster like that of private banks. 9. Fast response to the various inquiries of the customers is needed. Some customers as shown in the results complained that they got the information from more than one person. 10. The infrastructure facilities like good interior and air-conditioned branchesshould be there.11. Customers expect to be treated with politeness and respect. 12. Customer care should be given more importance.13. More attracting facilities are needed.14. Customers should be given full knowledge about the services inquired. 15. More connectivity with other banks.16. Better appear desk services are yet needed, customers are not yet fully satisfied with it. 17. For all the new coming schemes awareness should be created among people. 18. For pastime o f the waiting customers small T.V., Newspapers, Magazines etc should be there.SWOT ANALYSISSTRENGTHS* Nationalized Bank* caoutchouc and security of money* Highest number of ATMs* Years of experience Century* spectacular Network* Government Support* Transparency in charges.* Experienced employeesWEAKNESSES* dictated work culture* Lake of young employees* Excessive Documentation* Bureaucracy* All branches and Head offices are not having fully modern infrastructure.OPPORTUNITIES* Constant care in the minds of customers towards Private Banks. * Ever expanding rural, urban, and international market.THREATES* Private Banks provides more facilities at low charges. * Shifting customer preference towards private banks.* Dynamic employees and greater technological product of private banks. * Customer satisfaction is high in private banks.SUGGESTIONS1. PEOPLE * Good suggestions coming from employees side should be comprehended and implemented. * Motivational package for excellent work at the bank should be offered. * Employee integrity and sincerity should be rewarded.* Make duty a desire of employees through Satisfying sociological, financial, status need of employees. * Work culture of employees should be like that of private banks employees. * Young and enthusiastic employees should be recruited for customer care services. All nationalized bank can join hands in this regard and can even seek approval from RBI. * System of hire and firing should be there for this new young employees up to particular age limit.2. PROMOTION * To increase the young customers step-ins, SBI can install in house cyber cafes to attract the young customers in premises of SBI. * New schemes and constant recorded announcement of the products in the bank premises itself can attract the attention of customers visiting the bank at least during peak hours. * SBI is flooded by new generation products but they need intensive marketing especially for products like demat A/c, insurance, mutual fu nd and e-banking.3. PRODUCT * Mobile banking, bill payment services, online tax payments, NRI tax advisory, Investment solutions should be given importance. * SBI should have tie up with big industries, schools, NGOs, hospitals, commercial complex, colleges etc for opening the salary A/C of their employees. * Too much documentation and complex procedure should be reduced to greater extent. For example, if a customer is having A/C with any nationalized bank then a simple check can be used for cross checking of their identity. * Womens A/C At SBI study of profiles show that lesser number of women prefers SBI, while the fact is number of working women in Rajkot is improving day by day. To capture this section of society, saving A/c offering with different schemes for women can be planed out.4. physiologic ENVIRONMENT * Each and every counter should be named properly above the desk through hanging sign boards and name boards to minimize customer quarries. * service is the need of S BI branches and good interior with pleasing environment is the demand of todays competitive edge. * Cabin system should be destroyed and customer-employee interaction should be without any glass partition between them. This reduces the status gap and offers warm helping hands to customers problem solution. * Departmentation in the banks should be such that customers dont need to ask anybody to search for required counter. * graph showing the designation and department of concerned persons should be there privileged the bank.