CHINTOOCHINTOOMC0904 -----MC0904 -----

MASTER IN BUSINESS MASTER IN BUSINESS ADMINISTRATIONADMINISTRATION

MARKETINGMARKETINGwww.vustudents.ning.comwww.vustudents.ning.com

KACHEHRY ROAD, KACHEHRY ROAD, KHANPUR DISTT. R.Y.KHANKHANPUR DISTT. R.Y.KHAN

Overview of the organizationOverview of the organization Brief HistoryBrief History

Bank established in 1989 in pursuance of The Bank of Bank established in 1989 in pursuance of The Bank of Punjab Act 1989.Punjab Act 1989.It’s a scheduled commercial bank with 273 branches.It’s a scheduled commercial bank with 273 branches.A wholly owned subsidiary of BOP First Punjab Modaraba A wholly owned subsidiary of BOP First Punjab Modaraba (FPM) was established in 1992 and is being managed by (FPM) was established in 1992 and is being managed by Punjab Modaraba Services (Pvt) Ltd. Punjab Modaraba Services (Pvt) Ltd. Bank provides all types of banking services to its customers.Bank provides all types of banking services to its customers.

Overview of the organizationOverview of the organizationNature of organizationNature of organization

It’s a services organization, provides all types It’s a services organization, provides all types of services to its customers.of services to its customers.

Overview of the organizationOverview of the organizationProduct lines and brand portfolioProduct lines and brand portfolio

Current AccountCurrent Account BOP Basic Banking AccountBOP Basic Banking Account PLS Saving AccountPLS Saving Account Senior Citizen AccountSenior Citizen Account CNG Filling Station SchemeCNG Filling Station Scheme Karobar Barhao SchemeKarobar Barhao Scheme Aasaish LoanAasaish Loan Car LoanCar Loan House LoanHouse Loan BOP Motorcycle LoanBOP Motorcycle Loan Kissan Dost Farm Transport SchemeKissan Dost Farm Transport Scheme Livestock/Poultry and Fish Farms FinanceLivestock/Poultry and Fish Farms Finance

Overview of the organizationOverview of the organization Strategies of brandingStrategies of branding

Umbrella brand strategy adopt by bank.Umbrella brand strategy adopt by bank.

List of main clientsList of main clients

Govt. Employees of PunjabGovt. Employees of Punjab Govt. Institutes of PunjabGovt. Institutes of Punjab Private InstitutePrivate Institute BusinessmenBusinessmen FarmersFarmers

Overview of the organizationOverview of the organization List of Main competitorsList of Main competitors

Bank Al-Habib LimitedBank Al-Habib Limited Bank Al-FalahBank Al-Falah First Women Bank LimitedFirst Women Bank Limited Allied Bank LimitedAllied Bank Limited Faysal Bank LimitedFaysal Bank Limited United Bank LimitedUnited Bank Limited Meezan Bank LimitedMeezan Bank Limited Muslim Commercial Bank LimitedMuslim Commercial Bank Limited Habib Bank LimitedHabib Bank Limited Punjab Provincial Bank LimitedPunjab Provincial Bank Limited

Organizational StructureOrganizational StructureOrganizational hierarchy chartOrganizational hierarchy chart

Board of DirectorsBoard of Directors

PresidentPresident

CorporateCorporate

Commercial HeadCommercial Head

Consumer HeadConsumer Head

Retail HeadRetail Head

Regional HeadRegional Head

Marketing DepartmentMarketing Department

Sales DepartmentSales Department

Branch ManagerBranch Manager

Organizational StructureOrganizational Structure Number of employeesNumber of employees

4500 employees working in the bank.4500 employees working in the bank.

Introduction of all the departmentsIntroduction of all the departments

Cash departmentCash department Account/deposits departmentAccount/deposits department Credit departmentCredit department Marketing departmentMarketing department

Organizational StructureOrganizational Structure Comments on organizational structureComments on organizational structure

It has a strong centralization policy from the Board ofIt has a strong centralization policy from the Board of

Directors till the employees of branch for working andDirectors till the employees of branch for working and

provides service to customers.provides service to customers.

Plan of internship programPlan of internship program A brief introduction of the branchA brief introduction of the branch

The Bank of Punjab, Khan Pur branch is located on The Bank of Punjab, Khan Pur branch is located on Kachehry Road, Khanpur District Road, Khan Pur. The Kachehry Road, Khanpur District Road, Khan Pur. The Manager of branch is Mr. Faisal Riaz. Its work as the main Manager of branch is Mr. Faisal Riaz. Its work as the main branch of the city because in Khanpur this branch in only branch of the city because in Khanpur this branch in only branch of the Bank of Punjab.branch of the Bank of Punjab.

Starting and ending dates of internshipStarting and ending dates of internship

I worked in the bank from 25-04-2011 to 17-06-2011.I worked in the bank from 25-04-2011 to 17-06-2011.

Plan of internship programPlan of internship program Names of the departments in which I got Names of the departments in which I got

training with durationtraining with duration

SR. # DEPARTMENTS NAMES SR. # DEPARTMENTS NAMES DURATION DURATION

FROMFROM TOTO

11 LOAN DEPARTMENT LOAN DEPARTMENT 25-04-2011 25-04-2011 06-05-2011 06-05-2011

22 DEPOSIT DEPARTMENTDEPOSIT DEPARTMENT 07-05-2011 07-05-2011 26-05-2011 26-05-2011

33 MARKETING DEPARTMENT 27-05-2011MARKETING DEPARTMENT 27-05-2011 17-06-2011 17-06-2011

Training ProgramTraining ProgramDetailed operations performed by departmentDetailed operations performed by department

Loan DepartmentLoan Department

The Bank of Punjab provides two types of loans:The Bank of Punjab provides two types of loans:

Commercial FinanceCommercial FinanceBank provides loan to businessmen to expand and invest their Bank provides loan to businessmen to expand and invest their business like CNG filling station, Auto lease finance etc and business like CNG filling station, Auto lease finance etc and farmers for purchase agricultural products like seeds, fertilizer, farmers for purchase agricultural products like seeds, fertilizer, tools, etc. tools, etc.

Consumer FinanceConsumer FinanceBank provides loan for purchase consumer goods such as car, Bank provides loan for purchase consumer goods such as car, motorbike, house, home appliance, aasaish loan etc.motorbike, house, home appliance, aasaish loan etc.

Training ProgramTraining ProgramDeposit DepartmentDeposit Department

Focus on getting deposits from customers by marketing. Focus on getting deposits from customers by marketing. Bank open many kind of accounts for deposits.Bank open many kind of accounts for deposits. Bank gives maximum interest on deposits.Bank gives maximum interest on deposits. Maintain account of each customer.Maintain account of each customer. Maintain cash book, ledger, balance sheet etcMaintain cash book, ledger, balance sheet etc Guide customers about account open according to their need.Guide customers about account open according to their need. Collect necessary documents from customer for open account.Collect necessary documents from customer for open account. Bank gives facility to businessmen and farmers to deposit their Bank gives facility to businessmen and farmers to deposit their

extra money.extra money. Cheque book issued to customers.Cheque book issued to customers. Filling deposits slips of customers.Filling deposits slips of customers.

Training ProgramTraining ProgramMarketing DepartmentMarketing Department

Bank provides marketing facilities to lower income and salaried Bank provides marketing facilities to lower income and salaried person. person.

Bank also provides agricultural finance facility to farmers. Bank also provides agricultural finance facility to farmers. Bank provides loan for purchase home appliance, car and Bank provides loan for purchase home appliance, car and

motorbike. motorbike. Bank provides marketing facilities in consumer and commercial Bank provides marketing facilities in consumer and commercial

finance.finance. Bank provides e-banking facilities to the customers for online Bank provides e-banking facilities to the customers for online

shopping.shopping. Bank provides loan facilities to farmers for purchase of Bank provides loan facilities to farmers for purchase of

agricultural tools.agricultural tools. Bank provides loan facilities for make cold storage farms, dairy Bank provides loan facilities for make cold storage farms, dairy

farms, poultry farm etc.farms, poultry farm etc.

Training ProgramTraining Program Detailed of the tasks assigned to meDetailed of the tasks assigned to me

Collect cash from customers in cash counterCollect cash from customers in cash counter Online money transfer and making entries of each transactionOnline money transfer and making entries of each transaction Survey of market with supervisor and meet with customersSurvey of market with supervisor and meet with customers Provides information to customers of credit and new productProvides information to customers of credit and new product Fill different types of formsFill different types of forms Make recoveries from non depositorsMake recoveries from non depositors Visits different villages, meet with farmers about new Visits different villages, meet with farmers about new

agricultural schemes of the bank. agricultural schemes of the bank. Meet with businessmen and collect deposits from them.Meet with businessmen and collect deposits from them. Give advance salaries to Govt. employees by specific procedureGive advance salaries to Govt. employees by specific procedure

Structure of Marketing Department.Structure of Marketing Department. Department hierarchy chartDepartment hierarchy chart

Board of DirectorsBoard of Directors

PresidentPresident

Regional HeadRegional Head

Marketing DepartmentMarketing Department

Sales DepartmentSales Department

Advertising DepartmentAdvertising Department

Marketing OfficerMarketing Officer

Structure of Marketing DepartmentStructure of Marketing Department Number of employees in Marketing departmentNumber of employees in Marketing department 280 employees working in the bank.280 employees working in the bank.

Marketing operationsMarketing operationsConsumer FinanceConsumer FinanceIn consumer finance bank provides marketing facilities like In consumer finance bank provides marketing facilities like Car Finance, Motorbike Finance, Aasaish Loan, deposits etc. Car Finance, Motorbike Finance, Aasaish Loan, deposits etc.

Commercial FinanceCommercial FinanceIn commercial finance bank provides marketing facilities like In commercial finance bank provides marketing facilities like Clean Pakistan-CNG Filling Station Scheme, Auto Lease etc. Clean Pakistan-CNG Filling Station Scheme, Auto Lease etc. Agricultural FinanceAgricultural FinanceIn agricultural finance bank provides marketing facilities like In agricultural finance bank provides marketing facilities like Kissan Dost Running Finance Scheme, Kissan Dost Cold Kissan Dost Running Finance Scheme, Kissan Dost Cold Storage Finance Scheme etc. Storage Finance Scheme etc.

Functions of Marketing DepartmentFunctions of Marketing DepartmentSegmentation strategySegmentation strategy

The Bank of Punjab is adopted demographic strategy. All The Bank of Punjab is adopted demographic strategy. All age, gender of people young, men, women, old age and age, gender of people young, men, women, old age and income like salaried, businessmen and farmers etc. income like salaried, businessmen and farmers etc.

Target marketing strategyTarget marketing strategy

The target market of the bank is Govt. Institute and The target market of the bank is Govt. Institute and employees, Businessmen, Industrial, Farmers, Students, employees, Businessmen, Industrial, Farmers, Students, Employees, WAPDA, TMA, SNGPL, PTCL and Employees, WAPDA, TMA, SNGPL, PTCL and Shopkeeper etc. Shopkeeper etc.

Functions of Marketing DepartmentFunctions of Marketing Department Product planning, development & managementProduct planning, development & management

Product planning, development and management decisions Product planning, development and management decisions make by the proper management system. There is proper make by the proper management system. There is proper structure made for any decision about product by strong structure made for any decision about product by strong management.management.

PositioningPositioningDue to Govt. bank, it has strong position and share in market. Due to Govt. bank, it has strong position and share in market. Various types of product introduce, customer give first Various types of product introduce, customer give first priority for transaction. priority for transaction.

Pricing strategyPricing strategyMain object to provide better service to customers not earn Main object to provide better service to customers not earn profit. Minimum interest rate gets on installment products. profit. Minimum interest rate gets on installment products.

Functions of Marketing DepartmentFunctions of Marketing Department Distribution strategyDistribution strategy

It provides all kinds of product and services at all branches in It provides all kinds of product and services at all branches in Pakistan. Customers can get loan/credit in shape of cash and Pakistan. Customers can get loan/credit in shape of cash and products like car, bike, house, agricultural machinery, products like car, bike, house, agricultural machinery, industrial sector from any branch. industrial sector from any branch.

Promotional strategyPromotional strategyThe bank makes promotional strategy according to the nature The bank makes promotional strategy according to the nature of product. The bank uses all promotion tools such as of product. The bank uses all promotion tools such as personal selling, publicity, advertising on T.V, Cable, personal selling, publicity, advertising on T.V, Cable, Internet, Telephone, Newspapers, News channel. It promotes Internet, Telephone, Newspapers, News channel. It promotes their product by signboard, broachers and emails also. their product by signboard, broachers and emails also.

Structure of Sales Department.Structure of Sales Department. Department hierarchy chartDepartment hierarchy chart

Board of DirectorsBoard of Directors

PresidentPresident

Managing DirectorManaging Director

Marketing DirectorMarketing Director

Sales DirectorSales Director

Sales OfficerSales Officer

Number of employeesNumber of employees

250 employees working in the bank.250 employees working in the bank.

Structure of Sales Department.Structure of Sales Department.Sales operationsSales operations

Bank officers meet with businessmen for finance purpose.Bank officers meet with businessmen for finance purpose. Bank officers meet with salaried persons for get credit facilities.Bank officers meet with salaried persons for get credit facilities. Meet with customers for lease car, motorbike, home appliance etc. Meet with customers for lease car, motorbike, home appliance etc. Bank officers meet with farmers for different types of agricultural Bank officers meet with farmers for different types of agricultural

credit facilities.credit facilities. Bank provide different product in market to gain profits.Bank provide different product in market to gain profits. Bank promotes poultry and diary farms.Bank promotes poultry and diary farms. The bank reviews sales and future sales. The bank reviews sales and future sales. Judgment the progress and make strategies.Judgment the progress and make strategies. Communicate with customers about new product and services.Communicate with customers about new product and services.

Functions of Sales DepartmentFunctions of Sales Department Sales methodologySales methodology

Bank officers meet customers for sale and promotion of product and services or get Bank officers meet customers for sale and promotion of product and services or get deposits by using references.deposits by using references.

Type of sellingType of selling

The bank is used door to door sales for sale of products. Sales officer meet with The bank is used door to door sales for sale of products. Sales officer meet with customer at their home, business, hotels or at any place where customer can easily customer at their home, business, hotels or at any place where customer can easily meet. meet.

Sales returns proceduresSales returns proceduresCustomers can close account at any time. Bank not returns the product like car, bike, Customers can close account at any time. Bank not returns the product like car, bike, tractor, agricultural machinery. It receives the loan from customer that they get to tractor, agricultural machinery. It receives the loan from customer that they get to purchase the product. purchase the product.

Customer Services DepartmentCustomer Services Department Process of developing relations with customersProcess of developing relations with customers

Bank makes long term and strong relation with customers Bank makes long term and strong relation with customers

It cannot want to lose its customers at any cost. It cannot want to lose its customers at any cost.

The bank trained the employees about customer services.The bank trained the employees about customer services.

The sales officers keep touch and help customers. The sales officers keep touch and help customers.

The bank staff listen every customers need carefully The bank staff listen every customers need carefully

The bank prefer customers suggestion and feedback The bank prefer customers suggestion and feedback

Customer Services DepartmentCustomer Services Department Techniques of retaining the customersTechniques of retaining the customers

Try to solve complaint as soon as possible.Try to solve complaint as soon as possible.

Provides better and free of cost many services to exist customers.Provides better and free of cost many services to exist customers.

Bank provides lockers rent to its regular businessmen customersBank provides lockers rent to its regular businessmen customers

free or in minimum charges.free or in minimum charges.

Bank introduce new product and serivce to customers and beatBank introduce new product and serivce to customers and beat

the competitor.the competitor.

The bank of Punjab also improve its services quality. The bank of Punjab also improve its services quality.

Behaviour of staff friendly with customers.Behaviour of staff friendly with customers.

Customer Services DepartmentCustomer Services Department Techniques of attracting new customersTechniques of attracting new customers

Introdcue various product and scheme to attract the customers.Introdcue various product and scheme to attract the customers.

Well communication skill and Quick serviceWell communication skill and Quick service

Use latest communication technologyUse latest communication technology

By providing better servicesBy providing better services

Attracting services environmentAttracting services environment

Publicity, personal selling and direct relationsPublicity, personal selling and direct relations

sAdvertising on Cable, internet, newspapers, website etcsAdvertising on Cable, internet, newspapers, website etc

Customer Services DepartmentCustomer Services Department Ways of handling different kinds of customersWays of handling different kinds of customers

Be consider every customer is very importantBe consider every customer is very important

Take responsibility and be carefull. Take responsibility and be carefull.

Be tolrated with each customers. Be tolrated with each customers.

Be cool and make other person cool. Be cool and make other person cool.

Try to listen their problem. Try to listen their problem.

Give prority to solve customers problems.Give prority to solve customers problems.

Critical AnalysisCritical Analysis

There are weaknesses in all departments including marketingThere are weaknesses in all departments including marketing

Customer service department was not very efficient. Customer service department was not very efficient.

Employees are not well educated.Employees are not well educated.

Need of training for providing better and quick services.Need of training for providing better and quick services.

Lack of technological facilities as compared to other banksLack of technological facilities as compared to other banks

Lack of communication between the employeesLack of communication between the employees

Complicated and lengthy procedure for opening account. Complicated and lengthy procedure for opening account.

Procedure of distribution of loans or credit is very complicated.Procedure of distribution of loans or credit is very complicated.

SWOT Analysis of the OrganizationSWOT Analysis of the OrganizationStrengthStrength

The Bank of Punjab is the Bank of Govt. of The Punjab. The Bank of Punjab is the Bank of Govt. of The Punjab. All Punjab Govt. Institutes deposit their funds in this bank. All Punjab Govt. Institutes deposit their funds in this bank. Provides different services to Govt. Institute and employeesProvides different services to Govt. Institute and employees Non stop banking 24/7 from 9 am to 5 pm daily. Non stop banking 24/7 from 9 am to 5 pm daily. The salaries packages very good in compare to other banks. The salaries packages very good in compare to other banks. The employees of bank are work sincerely for the bank. The employees of bank are work sincerely for the bank. The bank overall environment is fully friendly and working.The bank overall environment is fully friendly and working. ATM Card and Debit Card facility for online shopping. ATM Card and Debit Card facility for online shopping. The bank provides unique credit facilities to its customers The bank provides unique credit facilities to its customers

SWOT Analysis of the OrganizationSWOT Analysis of the OrganizationWeaknessWeakness

Govt. influence directly or indirectly on banking policies.Govt. influence directly or indirectly on banking policies. Rules and regulations are change due to Govt. changes. Rules and regulations are change due to Govt. changes. Long procedure of getting creditLong procedure of getting credit Uneducated and untrained employees are hired in bank.Uneducated and untrained employees are hired in bank. Shortage of employees according to workShortage of employees according to work Employees take less concentrate on workEmployees take less concentrate on work Non available of latest technologyNon available of latest technology No proper working marketing departmentNo proper working marketing department Sales department need to be improvementSales department need to be improvement

SWOT Analysis of the OrganizationSWOT Analysis of the OrganizationOpportunityOpportunity

Bank of Punjab is creating job opportunities Bank of Punjab is creating job opportunities Opportunity to introduce new product and services to get Opportunity to introduce new product and services to get

market sharemarket share Bright future of employees and bank in futureBright future of employees and bank in future Govt. new scheme help to expand its share and business Govt. new scheme help to expand its share and business

volumevolume Deposits can increase due to increase in Govt. instituteDeposits can increase due to increase in Govt. institute Introduce new schemes for Govt. employees for deposit and Introduce new schemes for Govt. employees for deposit and

loan loan Higher administration of use technological facility like online Higher administration of use technological facility like online

facility, ATM machine etc to increase customers. facility, ATM machine etc to increase customers.

SWOT Analysis of the OrganizationSWOT Analysis of the OrganizationThreatThreat

Private banking sector in Pakistan are increasing rapidly. Private banking sector in Pakistan are increasing rapidly. Newly products in market make competition in market.Newly products in market make competition in market. Govt. policies and influence put bad impressionGovt. policies and influence put bad impression Private bank can hired our employees with better salaries Private bank can hired our employees with better salaries

package package

ConclusionConclusion Best fast growing bank, provides all facilities to its customers.Best fast growing bank, provides all facilities to its customers. All staff members are cooperative, hardworking and honest.All staff members are cooperative, hardworking and honest. There is bright future of employees and banks. There is bright future of employees and banks. Policies made by authorities and staff struggle to achieve goal Policies made by authorities and staff struggle to achieve goal It provides customer satisfaction in better way.It provides customer satisfaction in better way. Customers loyal with bank due to customer orientation services.Customers loyal with bank due to customer orientation services. Bank takes step for the financial betterment of its employees. Bank takes step for the financial betterment of its employees. Job security for the employees due to Govt. bankJob security for the employees due to Govt. bank No use of latest technology adopted by the bank. No use of latest technology adopted by the bank. Shortage of ATM machine in most branchesShortage of ATM machine in most branches Weak in communication with customers.Weak in communication with customers.

RecommendationsRecommendations

Govt. must take necessary steps to hire more employeesGovt. must take necessary steps to hire more employees Govt. also makes funds for purchase latest technologyGovt. also makes funds for purchase latest technology Introduce more and more product and servicesIntroduce more and more product and services Still struggle for get success, expand sales volumeStill struggle for get success, expand sales volume Give training to employees for better servicesGive training to employees for better services Reduce the political pressure on bank.Reduce the political pressure on bank. Adopt electronic token system for transactionAdopt electronic token system for transaction Open new branches in all PakistanOpen new branches in all Pakistan Better promotion policies make and followBetter promotion policies make and follow Allot budget for purchase furniture for branchesAllot budget for purchase furniture for branches Need to improve marketing sector special in loan.Need to improve marketing sector special in loan.

Thank YouThank You