A PROJECT REPORT
ON
“ANALYSIS OF SALES PROCESS AND OPERATIONS
OF RETAIL BRANCH BANKING SYSTEM IN HDFC
BANK”
A report submitted to U.P. Technical University for the partialFulfillment of MBA Degree 2009-2011
Submitted to:- Submitted by:Prof.R.K.Agrawal Sandeep Kumar Director – MBA MBA – IIIrd Sem
RollNo. 0727270119
UNITED COLLEGE OF ENGINEEING & MANAGEMENT, ALLAHABAD
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ACKNOWLEDGEMENT
We need the support of the people to achieve any worthwhile goal.
As we persevere, we go on leading ….. We cross out paths
with so many persons and we seldom remember most of
them.
But when I consider for acknowledgement the motivation and help offered to me in the
completion of this project some name remains at the top of my mind.
I would like to place my deep sense of heartfelt gratitude and sincere thanks
to Mr. Harsh Kumar, Dy.Vice President Human Resource Mumbai for providing
me a golden opportunity to work in his organization.
At the outset, I express my sincere thanks to Mr. Rajesh Chandra, Branch
Manager, Wanourie, Fatima Nagar branch for his valuable guidance, support, and
motivating me for making this project a learning and wonderful experience.
Also thanks to Mr. Rahul Mone Cluster Head and all the members of the branch
including Mr. Manish Pathak Personal Banker Sales for giving me freehand in
choosing my course of action.
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I also acknowledge my sincere thanks to Prof. Atul Sinha, Director of United
College of Engineering & Management, Allahabad for his valuable guidance,
suggestions, and for providing me an opportunity to work on this project.
I also would like to thanks Mr. Amit Kumar my project mentor for his
valuable guidance and support.
I would like to take this opportunity to thanks all the corporate for there
valuable cooperation in the successful completion of this project.
Servar Alam
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INDEX
S.NO PARTICULARS
1. Introduction
2. Executive Summery
3. Objective of the Research
4. Company Profile
5. Product Profile
6. Modus Operandi of Retail branch
7. Target and Task assigned
8. Research Methodology
9. Steps of Research Process
10. Data analysis and Interpretation
11. Observation and Findings
12. Learning from the Executive Training
13. Problem and Limitation
14. SWOT Analysis
15. Conclusion
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16. Suggestions & Recommendations
17. References
18. Annexure
INTRODUCTION
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INTRODUCTION OF THE PROJECT
HDFC Bank is one of the few private banks in India with profit
maximization as its sole priority competing against government controlled banks with
possibly multiple priorities in one of the premier growth markets. As Indian economy is
achieving new heights the people in India are getting more and more aware of financial
planning and are making more and more investments in various sectors viz. Insurance,
Mutual Funds, Equity Market etc. As India is a diversified country, people of different
cultures, background and class stay in India. Thus, they differ from each other in their
buying behavior and investment patterns. Therefore, the research was carried out to study the
different investment patterns of these people on the basis of three factors viz. risk, rate of
return and time of investment
The main idea of this project is to carry out a research for the account holders of HDFC bank
Ltd. The bank attained market leadership in savings accounts and second largest seller of
regular savings account in record time in private sector, which was dominated by ICICI bank
and other players when HDFC bank entered into the market. The situation is similar now.
Will the company be able to repeat the same performance for all the category of this project?
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Within a short period of time of 14 years, HDFC Bank has been able to become No 1 bank
of India on the parameter of profit. Not only that, it has developed its products with better
services, new and best management information system and the project aims to find out the
response of the corporate through a research process.
The project was done in various phases:-
The first phase comprises gathering information related to 7 P’s product, price, place,
promotion, process, physical evidence and population.
In second phase, a survey is to be conducted on regular and classic customers of
PUNE Wanourie Branch.
The findings and representations of the research is done in third phase.
And in the last phase all the findings and analysis along with conclusion and
recommendations has been submitted in report for further use.
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EXECUTIVE SUMMARY
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EXECUTIVE SUMMARY
HDFC Bank operates in three segments:
1. Retail banking
2. Wholesale banking
3. Treasury services
The retail-banking segment serves retail customers through a branch
network and other delivery channels. The wholesale banking segment provides loans and
transaction services to the corporate and institutional customers. The treasury services
segment undertakes trading operations and the account, foreign exchange operations and
derivatives trading. The Bank offers derivative product to its customers, who use them to
hedge their market risk, within the framework of regulations as may apply from time to time.
The Bank also deals in derivatives on its own account and also for the purpose of its own
balance sheet risk management.
The operations of HDFC Securities Ltd. have been classified under the retail banking
segment.
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The project title “Analysis of sales process and operations of retail
branch banking system in HDFC Bank” is basically a Branch sales based project .The
main motive behind choosing this project are to do a Product mapping of Regular and
Classic customers and increase product holding ratio, competitor analysis, focus on cross
selling customer get feedback from them about the various functional aspects and customer
satisfaction analysis vis a vis competitors. And generate new leads for personal banker and
relationship managers.
I have recommended future option plan for increasing business of HDFC Bank Ltd. This can
be helpful to increase customer base and to retain customers.
Concentrate more on Brand awareness.
Only no. accounts should not be the criteria for retail banking, banding of the
customer should also be considered.
Necessity to decrease processing time.
Weekly performance mapping and feedback to each and every Personal Banker.
Need to make documentation process more flexible.
Necessity to motivate team to improve their performance.
Preferred customer should be given more relaxation from the branch side else the
facilities provided by the company.
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In this entire process of assessing the market potential, more than 345 new leads were
generated for HDFC bank, Wanowarie branch.
Research Approach used for this project is survey method. The methodology used is
descriptive research. The research instrument used is structured questionnaires. The
analysis is done through various graphical representations for simplicity of understanding.
According to survey HDFC bank is the largest bank in terms of number of branch after the
merger of Centurion bank of Punjab in private sector and second largest bank in terms of
market share. ICICI Bank is the largest share holder in this segment.
Work process in both bank are very different. HDFC bank is having potential to
compete with ICICI bank but they need to improve their working style and process. They
have very big and complicated process of documentation and in this scenario each and every
company wants less documentation and less complication. Where as ICICI bank, CITI bank
are the bank which don’t take much time to do it. It is also a fact that HDFC bank are having
strong customer base and tie up with most of the big companies of India included TCS,
TATA Moters, Reliance communications, EXL logistics, EDS, Accenture, Pyramid,
Shoopers stop, etc. And customer satisfaction level is also high as compare to other banks.
Due to these tie up the potential of the bank is increasing which results in the strong base of
preferred customer and long term relationship.
This report was passed on to the respective sales team for further follow up with the
customers. The information collected through questionnaire will act as an input for the sales
team for their preparation before meeting the customer.
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OBJECTIVE
OF
THE PROJECT
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SCOPE AND OBJECTIVE OF THE PROJECT
Every project has scope, which defines the areas of research and
the parameters that need to be studied. The scope also tells us the purpose of the project.
Branding is an important issue in the strategy formation process.
Poor firms ignore their competitors; average firms copy their competitors; winning
firms lead their competitors.
Philip Kotler
The above quote from the marketing guru aptly sums up the importance of the study of
competition in the present world. The various steps involved in it are mentioned below:
Proper understanding and analysis of “HDFC BANK” and their operational channels.
To know about how bank does their sales promotion.
To know the knowledge of corporate culture & work environment.
Analysis of the which is got from survey.
Proper understanding of Segmentation Targeting Differentiation and Positioning.
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To collect the data from regular, existing & new customers for feed back and
generate more business from them
To Do A deep Study Between Consumer Opinion Regarding HDFC Banks
Products & Services
To study the customer satisfaction regarding direct marketing instruments like (SMS
Banking, Internet Banking, and Phone Banking etc.)
To know about the investment of the customer in bank i.e. in which sector they
mostly invest such as Retail banking (Saving account, Current account, Third Party
Deposits etc).
Designing the competitive intelligence system
Setting up the system
Collecting the data
Evaluating data and analyzing the data
Disseminating information and responding
Finally the performances of the various companies are analyzed and SWOT analysis has
been done.
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OBJECTIVE
To understand the Retail Branch Banking and sales process of
retail products and increasing organization as well as customers profitability by
Cross Selling different products.
Primary objective:-
To understand the retail branch banking and sales process of retail products.
To increase organization as well as customers profitability by cross selling
different products
Secondary objective:-
To create awareness about Direct Banking Channels.
To analyze the parameters considered for the sale of these products.
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To identify customers wants, need, and desires and cross selling of the
products for sales incensement accordingly.
To study the awareness level of banking services provided by the HDFC
Bank
To understand the various stages that goes into the making of loyal customer.
To provide investment advice to customer in a proper way.
To understand buyers behavior.
To Study On Which Points The Company Needs To Improve Its Services.
Mapping And Profiling of Wanourie area regarding sales promotion activity.
To recommend HDFC Bank some strategies to increase the span of customers.
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COMPANY PROFILE
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COMPANY PROFILE
HDFC Bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. The Bank commenced operations as a
Scheduled Commercial Bank in January 1995. The Housing Development Finance
Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from
the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994.
PROMOTER
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HDFC is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets. Since its inception in
1977, the Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. HDFC has developed significant expertise in retail
mortgage loans to different market segments and also has a large corporate client base for its
housing related credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment.
Mission and Business Strategy
HDFC Bank’s mission is to be "A World Class Indian
Bank", benchmarking their selves against international standards and best practices in terms
of product offerings, technology, service levels, risk management and audit & compliance.
The objective is to build sound customer franchises across distinct businesses so as to be a
preferred provider of banking services for target retail and wholesale customer segments,
and to achieve a healthy growth in profitability, consistent with the Bank's risk appetite.
Bank is committed to do this while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory compliance.
Business strategy emphasizes the following:
Increase our market share in India’s expanding banking and financial services
industry by following a disciplined growth strategy focusing on quality and not on
quantity and delivering high quality customer service.
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Leverage our technology platform and open scaleable systems to deliver more
products to more customers and to control operating costs.
Maintain our current high standards for asset quality through disciplined credit risk
management.
Develop innovative products and services that attract our targeted customers and
address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce our cost of funds.
Focus on high earnings growth with low volatility
Board of Directors
The Composition of the Board of Directors of the Bank is governed by the
Companies Act, 1956, the Banking Regulation Act, 1949 and the listing requirements of the
Indian Stock Exchanges where the securities issued by the Bank are listed. The Board has
strength of 9 Directors as on March 31, 2008. All Directors other than Mr. Aditya Puri are
non-executive directors.
The Bank has four independent directors and five non-independent directors. The
Board consists of eminent persons with considerable professional expertise and experience
in banking, finance, agriculture, small scale industries and other related fields.
None of the Directors on the Board is a member of more than 10 Committees and
Chairman of more than 5 Committees across all the companies in which he/she is a Director.
All the Directors have made necessary disclosures regarding Committee positions occupied
by them in other companies.
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Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. Renu Karnad and Mr.
Vineet Jain are non-independent Directors on the Board.
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M. Vasudev
are independent directors on the Board.
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M. Vasudev
are independent directors on the Board.
Mr. Vineet Jain is nominated by the Bennett, Coleman Group on the Board of the
Bank
Capital Structure
The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion).
The paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1% of the
bank's equity and about 19.4% of the equity is held by the ADS Depository (in respect of the
bank's American Depository Shares (ADS) Issue). Roughly 31.3% of the equity is held by
Foreign Institutional Investors (FIIs) and the bank has about 190,000 shareholders. The
shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The
bank's American Depository Shares are listed on the New York Stock Exchange (NYSE)
under the symbol "HDB".
Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an
enviable network of over 1229 branches spread over 444 cities across India. All branches are
linked on an online real-time basis. Customers in over 120 locations are also serviced
through Telephone Banking. The Bank's expansion plans take into account the need to have
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a presence in all major industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and loan
products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has
branches in the centers where the NSE/BSE has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across
these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
Technology
HDFC Bank operates in a highly automated environment in terms of
information technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its customers.
Multi-branch access is also provided to retail customers through the branch network and
Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the
best technology available internationally, to build the infrastructure for a world class bank.
In terms of software, the Corporate Banking business is supported by Flexcube, while the
Retail Banking business by Finware, both from i-flex Solutions Ltd. The systems are open,
scaleable and web-enabled.
The Bank has prioritized its engagement in technology and the internet as one of its key
goals and has already made significant progress in
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Web-enabling it’s core businesses. In each of its businesses, the Bank has succeeded in
leveraging its market position, expertise and technology to create a competitive advantage
and build market share.
Times Bank Amalgamation
In a milestone transaction in the Indian banking industry,
Times Bank Limited (another new private sector bank promoted by Bennett, Coleman & Co.
/Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per the
scheme of amalgamation approved by the shareholders of both banks and the Reserve Bank
of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares
of Times Bank. The acquisition added significant value to HDFC Bank in terms of increased
branch network, expanded geographic reach, enhanced customer base, skilled manpower and
the opportunity to cross-sell and leverage alternative delivery channels
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of
1:29
The Boards of HDFC Bank and Centurion Bank of Punjab met today and
approved, subject to due diligence, the share swap ratio for the proposed merger of
Centurion Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a
share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank
of Punjab.
The combined entity would have a nationwide network of 1,148 branches (the largest
amongst private sector Banks) a strong deposit base of around Rs. 1,200 billion and net
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advances of around Rs. 850 billion. The balance sheet size of the combined entity would be
Over Rs. 1,500 billion The share exchange ratio approved by the respective Boards was
based on the recommendations made by M/s Dalal & Shah, Chartered Accountants, and
Ernst & Young Private Ltd. who acted as independent joint valuers to the transaction.
The bank's competitive strength clearly lies in the use of technology and the
ability to deliver world-class service with rapid response time. Over the last 13 years, the
bank has successfully gained market share in its target customer franchises while
maintaining healthy profitability and asset quality.
Credit Ratings
Credit Rating
The Bank has its deposit programs rated by two rating agencies - Credit Analysis &
Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed
Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which
represents instruments considered to be "of the best quality, carrying negligible investment
risk". CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+"
which represents "superior capacity for repayment of short term promissory obligations”.
Fitch Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "tAAA (Ind)"
rating to the Bank's deposit programme, with the outlook on the rating as "stable".
This rating indicates "highest credit quality" where "protection factors are very high".
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and
Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds
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rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the
subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA
(ind)" with the outlook on the rating as "stable". CARE has also assigned "CARE AAA
[Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has
assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programmer and Upper
Tier II Bond issue. In each of the cases referred to above, the ratings awarded were the
highest assigned by the rating agency for those instrument.
Corporate Governance Rating
The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
Information Services of India Limited (CRISIL). The rating provides an independent
assessment of an entity's current performance and an expectation on its "balanced value
creation and corporate governance practices" in future. The bank has been assigned a
'CRISIL GVC Level 1' rating which indicates that the bank's capability with respect to
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wealth creation for all its stakeholders while adopting sound corporate governance practices
is the highest.
Business
HDFC Bank offers a wide range of commercial and transactional banking services
and treasury products to wholesale and retail customers. The bank has three key business
segments:
Wholesale Banking Services
The Bank's target market ranges from large, lue-chip manufacturing
companies in the Indian corporate to small & mid - sized corporate and agri - based
businesses. For these customers, the Bank provides a wide range of commercial and
transactional banking services, including working capital finance, trade services,
transactional services, cash management, etc. The bank is also a leading provider of
structured solutions, which combine cash management services with vendor and distributor
finance for facilitating superior supply chain management for its corporate customers. Based
on its superior product delivery /service levels and strong customer orientation, the Bank has
made significant inroads into the banking consortia of a number of leading Indian corporate
including multinationals, companies from the domestic business houses and prime public
sector companies. It is recognized as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange
members and banks.
Retail Banking Services
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The objective of the Retail Bank is to provide its target market
customers a full range of financial products and banking services, giving the customer a one-
stop window for all his/her banking requirements. The products are backed by world–class
service and delivered to the customers through the growing branch network, as well as
through alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile
Banking, Demat, Bill Receivable, Debit Card Registration, Credit Cards, Auto Loan,
Personal Loans, HSL Accounts, Loan against Securities, Term Deposits, Savings Accounts,
Current Accounts, Mutual funds, Insurance, RBI bonds, Forex, insta-alert, Gold Bars, ATM
Usage. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank
Plus and the Investment Advisory Services programs have been
Designed keeping in mind needs of customers who seek distinct financial solutions,
information and advice on various investment avenues.
The Bank also has a wide array of retail loan products including Auto Loans, Loans against
marketable securities, Personal Loans and Loans for Two - wheelers. It is also a leading
provider of Depository Participant (DP) services for retail customers, providing customers
the facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in association
with VISA (VISA Electron) and issues the MasterCard
Maestro debit card as well. The Bank launched its credit card business in late 2001. By
September 30, 2006, the bank had a total card base (debit and credit cards) of 5.2 million
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cards. The Bank is also one of the leading players in the "merchant acquiring" business with
over 50,000 Point–of– sale (POS) terminals for debit / credit cards acceptance at merchant
establishments.
Treasury
Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt Securities, and
Equities. With the liberalization of the financial markets in India, corporate need more
sophisticated risk management information, advice and product structures. These and
fine pricing on various treasury products are provided through the bank's Treasury team.
To comply with statutory reserve requirements, the bank is required to hold 25% of its
deposits in government securities. The Treasury business is responsible for managing the
returns and market risk on this investment portfolio.
HDFC Bank was the first bank in India to launch an International Debit
Card in association with VISA (VISA Electron) and issues the MasterCard
Maestro debit card as well.
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PRODUCT PROFILE
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PRODUCT PROFILE
Accounts & Deposits
Savings Accounts
Regular Savings Account
Savings Plus Account
Savings Max Account
Senior citizen Account
No Frills Account
Institutional Savings Account
Salary Accounts
PayrollClassicRegularPremiumDefense Reimbursement Current Account
Kid's Advantage Account
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Pension Saving Bank Account
Family Savings Group
Kisan No Frills Savings
Kisan Club Savings
Current Accounts
Plus Current Account
Trade Current Account
Premium Current Account
Regular Current Account
RFC - Domestic Account
Flexi Current Account
Apex Current Account
Max Current Account
Personal Loans
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Express Loans Plus
Gold Loan
Educational Loan
Loan Against Securities
Loan Against Property
Loans Against Rental Receivables
Health Care Finance
Tractor Loans
Commercial Vehicle Finance
Working Capital Finance
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Loans
Construction Equipment Finance
Warehouse Receipt Loans
Investments & Insurance
Mutual Funds
Insurance
General & Health Insurance
Bonds
Knowledge Centre
Equities & Derivatives
Mudra Gold Bar
Forex Services
Products & Services
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Trade Services
Forex Services Branch Locator
RBI Guidelines
Forex Limits
Cards
Credit Cards
Silver Credit Card
Value Plus Credit Card
Health Plus Credit Card
Gold Credit Card
Titanium Credit Card
Woman's Gold Credit Card
Platinum Plus Credit Card
Visa Signature Credit Card
World MasterCard Credit Card
Corporate Credit Card
Business Credit Card
Debit Cards
Easy Shop International Debit Card
Easy Shop Gold Debit Card
Ea y Shop International Business Debit Card
Easy Shop Woman's Advantage Debit Card
Easy Shop NRO Debit Card
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Kisan Card
Prepaid Cards
Fore Plus Card
Gift Plus Card
Food Plus Card
Money Plus Card
Access Your Bank
Net Banking
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Payment Services
Net Safe
Merchant Services
Prepaid Refill
Bill Pay
Visa Bill Pay
Instant Pay
Direct Pay
Visa Money Transfer
e -Monies Electronic Funds Transfer
Excise & Service Tax Payment
Online Payment of Direct Tax
Religious Offerings
Donate to Charity
One View
Insta Alerts
Mobile Banking
ATM
Phone Banking
Email Statements
Branch Network
Features and benefits in tabular form of SB a/c
FEATURES AND BENEFITS
KID’S ADVANTAGE A/C
SAVING REGULAR A/C
SAVING PLUS A/C
SAVING MAX A/C
AQB Requirement(Rs.)
5,000/- 5,000/- 10,000/- 25,000/-
FD Requirement for NIl AQB (Rs.)
10,000/- 50,000/- 50,000/- 1,00000/-
International Debit card Charges p.a (Rs.)
Free maestro Debit Card(for the kid)
100/- Free(for all applicant)
Free(for all applicant
Woman’s Advantage Debit Card Charges p.a(Rs.)
X 150/- 150/- Free(for all applicant
Gold Debit Card X 500/- 500/- Free for
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Charges p.a.(Rs.) primary
applicants. 250/- for the other applicants
Free Account Statement
Quarterly Quarterly Quarterly Monthly
PAP(Free Issuance)
X
Free usage up to Rest. 50,000/-per month.AboveRs.50,000/-charge
of Rs.2.90 per thousand for the entire amount.
Free usage up to Rs. 50,000/-per month.AboveRs.50,000/-
charge of Rs.2.90 per thousand for the entire amount.
Free usage up to Rs. 1, 00000/-per month.AboveRs.1,00000/-
charge of Rs.2.90 per thousand for the entire amount.
Free DD/MC (at home branches)
X X Free up to Rs.25,000/- per DD/MC on HDFC Bank Locations
Free up to Rs.50,000/- per DD/MC on HDFC Bank Locations
Free transactions on SBI/Andhra Bank ATMs
X 3 per month 2 per month Unlimited
Free transactions on other Bank ATMs
X X 3 per month Unlimited
Bill pay Charges p.a
Rs.100/- Rs.100/- Free Free
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DOCUMENTATION FOR RESIDENT INDIVIDUALS
In HDFC bank, documentation means perfect documentation
some times it seems to be very pathetic and customer gets irritated.
Documents for establishing proof of identity:
1. Passport{not expired}
2. MAPIN Card {issued by NSD
3. PAN Card
4. Election/voter’s card-subject to being accompanied by a self-signed Cheque drawn on
Nationalized/private sector/Foreign Banks.
5. Photo ID card issued by any of the following Organizations/Institutions.
i) Central Government or any of its Ministries
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ii) Statutory/Regulatory authorities.
iii) State Government or any of its Ministries.
iv) Public Sector Undertaking(established under GOI or state Government)
v) State Government of J&K
vi) Bar Council
vii) Senior Citizen Card issued by State/Central Government.
viii) Government of India to Persons of Indian Origin(PIO)
ix) Defense Department/Minister of Defense for Defense personnel & their
dependents
x) Public Financial Institutions.
6. Permanent Driving License (not expired)-subject to being accompanied by a self-signed
Cheque drawn on Nationalized /Private sector/Foreign banks.
7. Arms License issued by the State/Central Government of India (containing photograph
of the applicant).
8. Pension Payment Card issued by State/Central Government of India with photograph of
the applicant.
9. Ration Card containing IRIS scan along with photograph.
10. Photo Credit Card (not expired) of Primary holder (signature to match with AOD)
subject to being accompanied by a self-signed Cheque drawn on Nationalized / private
Sector/Foreign Banks.
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11. Banker’s Verification as per bank’s existing format subject to being accompanied by a
self-signed Cheque drawn on Nationalized/private Sector /Foreign Banks.
-ID Card issued by the State Govt. of J$K is acceptable if they carry the
connotation-‘Government of Jammu & Kashmir, Civil Secretariat, Srinagar/Jammu’.
-Currently issued only by AP State Government IRIS scan-indicate that retina of the
eye is scanned which establishes the identity of the name mentioned in the Card.
List of Competitors
HDFC Bank is a huge organization with presence in rural as well as urban
areas. Hence, the competitors of HDFC Bank consists of both public as well as private sector
banks. Some of the major competitors of HDFC Bank:
1. ICICI Bank
2. CITI Bank
3. HSBC Bank
4. AXIS Bank
5. SBI
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Achievements of HDFC Bank
1. London-based Euro money magazine gave HDFC Bank the award for "Best Bank -
India" in 1999, "Best Domestic Bank" in India in 2000, and "Best Bank in India" in
2001 and 2002
2. Asia Money magazine named HDFC Bank the "Best Commercial Bank in India
2002".
3. For the use of information technology HDFC Bank has been recognized as a
"Computerworld Honors Laureate" and awarded the 21st Century Achievement
Award in 2002 for Finance, Insurance & Real Estate category by Computerworld,
Inc., USA.
4. HDFC Bank technology initiative has been included as a case study in their online
global archives. The Economic Times has conferred on HDFC Bank,
The Economic Times Awards for Corporate Excellence as the Emerging Company of
the Year 2000-01.
5. Leading Indian business magazine Business India named HDFC Bank “India's Best
Bank" in 2000.
6. In the year 2000, leading financial magazine Forbes Global named HDFC Bank in its
list of "The 300 Best Small Companies" in the world and as one of the "20 for 2001"
best small companies in the world.
7. Business Today ranked HDFC Bank as the best private sector bank continuously for
four years in a row from 2003-2006.
Page no 40
8. Forbes Magazine named HDFC Bank as One of Asia Pacific's Best 50 companies, in
the year 2006.
9. HDFC Bank got the Best Retail Bank Award at The Asian Banker Excellence in
Retail Financial Services Awards in the year 2007.
10. HDFC Bank got Asia money Awards of Best Local Cash Management Bank in
Large and Medium segments for the year 2004-2006
List of Branches and offices in PUNE Region
There are 18 branches situated at different locations of Pune according to customer
convenience, these are as follows
Aundh
Bhandarkar Road
Boat Club
East Street
FC Road
Kalyani Nagar
Page no 41
Khadki
Kondawa Khurd
Kothrud
Laxmi Road
Magarpatta
Nanapeth – Pune
Pashan
Pimpri
Sahakar Nagar
Shankersheth Road
Wanowrie
Viman nagar
Hierarchy of marketing channels
Page no 42
Company Hierarchy
Page no 43
ASH ASH
TL
CSE
SM
TL
CSE
NSM
RSM RSM
SM
GROUP HEAD
MD
MD
EAST HEAD BRANCH
WEST HEAD BRANCH
NORTH HEAD BRANCH
SOUTH HEAD BRANCH
RBM
ZONAL HEAD
CLUSTER HEAD
BM
PB
Page no 44
MODUS OPERANDI
OF
RETAIL BRANCH
BANKING
Modus Operandi of retail branch banking
Page no 45
The sales process is the backbones, which support the
organization for smooth running of business in this competitive
era.
In HDFC bank sales are done through direct marketing channels and branch itself. The
products are backed by excellent service and delivered to the customers through the growing
branch network, as well as through alternative delivery channels like ATM's, Phone
Banking, Net Banking and Mobile Banking.
The main idea of doing this project was to know the different channel of sales and have
a practical experience of sales process and retail branch banking system.
STEPS IN THE SALES PROCESS
1. Know Your Product Or Service.
2. Mapping and Profiling:
3. Make Initial Contact.
4. Exchange Information.
5. Propose a Solution.
6. Confirm the Sale
7. Deliver
8. Follow up
Page no 46
BRANCH BANKING
1. Customer’s queries
2. Account opening
3. Investment
4. Insurance
5. Loans
6. De mat account
7. Deposits and withdrawal
SALES PROCESS OF HDFC BANK
The sales process of financial product is done through….
Direct Marketing channels
Branch sales
SALES PROCEES THROUGH DIRECT MARKETING CHANNELS
It is done through marketing team, which consists of SALES MANAGER, TEAM
LEADER, and EXECUTIEVES.
Page no 47
STEPS IN THE DIRECT SALES PROCESS
Understand the basics of the actual sales process, and customizing them for your
business, are critical in building customer relationship. Whatever you are setting, and
whether you sell product or service, the following steps are there one should use.
1. Know your product or service
Before you even have a preliminary conversation with a prospect, it is
essential that you should clearly understand the attributes and benefits of your product or
service .sales people must know what people want because HDFC bank have a huge product
range 47 financial product .
2. Mapping and profiling
Mapping and profiling is the way to aware about the area for
marketing of products. The area like Wanowarie has huge market potential where an
executive has a great opportunity for sales. This process is helpful to know the area like
society where a team can go and interact with people for sales promotion activity likes
canopy, brochure distribution and so on.
3. Make initial contact
The actual sales conversations with people in your target market begin when
you start letting them get to know you, and vice versa. For my experience, firstly I made
aware my friends and others about my job and then start to find prospect for the business.
Page no 48
4. Exchange information
This step consists of meeting with your prospects, asking them
questions, uncovering their needs, giving them information about your product or service,
and determining how it might fill those stated needs. Don't be afraid to acknowledge gaps in
your knowledge or understanding; such sincerity comes through in a positive way.
5. Propose a solution
Once you have ascertained that there is a good fit between you and the
prospect, you can propose how your product or service would specifically solve a problem or
handle a need. By understanding the features and benefits of competing products or services,
you can also prove at this point how what you offer is better.
6. Confirm the sale
Rather than focusing on "closing the sale," a term that indicates the end of the
process, confirming the sale means you are reviewing the customer's willingness and ability
to make a commitment. It is a natural extension of a sales relationship built on a foundation
of trust, respect and rapport.
7. Deliver
Although actually delivering your product or service is not technically part of the
sales process, it is a very critical step. If you don't deliver, you don't have a sale .In addition,
during this step you have an excellent opportunity to continue to build trust and cement your
relationship with your client.
Page no 49
OTHER DIRECT MARKETING CHANNELS
ATM'S
NET BANKING
PHONE BANKING
MOBILE BANKING
BRANCH BANKING
Branch banking helps to retain the bank’s position as the premier Indian
financial services group, with world-class standards and significant global business
committed to excellence in customer, shareholder and employee satisfaction and to play a
leading role in the expanding and diversifying financial services sector while continuing
emphasis on its development banking role.
SALES THROUGH THE BRANCH
It starts when a customer inters into the bank premises, customer may
be an existing account holder or new customer. Branch sales process is taken care by PB
sales (Personal banker)
Page no 50
Existing customer
An existing customer act an important role for the productivity of organization
if customer is satisfied he will act as a tool for the promotion of sales Because the customer
may generate leads and make people aware (Word of mouth) about the product and services
provided by the branch.
A banker go for cross sell of product with existing customer like if a customer
having a account with the bank ,banker make him aware about other product and some value
added free services which give dual benefit firstly increase sales and secondly customer
satisfaction.
New customer
Customer who is new to the bank is very important for the branch. They must be
handled with great care and responsibility. New customers are not known to the branch so to
give him best service, proper guide and right product according to their need is the best way
to retain customer.
For the convenient of the customer there are some specialized desks in the
branch that involves for providing world class service to the customer.
Welcome Desk
Personal Banker
Page no 51
Personal Banker Authorizer
Relationship Manager
Teller
Teller Authorizer
Personal banker Authorizer
Welcome desk
The customers coming in the branch are firstly get service through welcome
desk. Here the entire query are solved or extended to a particular counter for further
assistance, some of the problem and queries are solved by welcome desk.
Bifurcation of Activities – Welcome Desk
CHANGE IN THE ACCOUNT
Change of Name a] Addition b] Deletion CHANGE in Address / Telephone Number CHANGE in Signature CHANGE in Directors CHANGE of Operations Instructions CHANGE in Constitution CONVERT Minor into Major
VERIFICATIONS
Signature Verification / Attestation Photo Verification
REQUEST / SUBMISSION OF DOCUMENT / INSTRUCTIONS Cheque Book Requisition Statement Requisition Clearing Exception – Documents Delivered Submission of Letter of Authority
Page no 52
Submission of Nomination Forms Balance Certificate Interest Certificate Sweep-in Instructions / Super Saver FIRC Request Submission of 15AA Submission of Mobile Facility, Bill Pay, Phone banking Forms
filled 15 H Submission Add-on Form
DELIVERABLES
ATM Card Delivery Cheque Book Delivery Welcome Kit Handover Hold Statements Delivered Duplicate Statements Delivered Welcome Kit Inquiry ATM / Debit Card Status Debit Card Request
INQUIRIES / QUERIES
TDS Queries Balance Inquiry Details of Cheque Deposits Details of Cheques Debited Details of Charges Details of Interbranch Transactions LAS Limits LAS Balances Cheque not credited to the account Why cheque was returned Signature difference - cheque returned Cheque deposited in ATM not credited Cash deposited in ATM not credited How service charges have been levied on AQB Details of charges Query on account closed Account Transfer Query Interest Certificate Query Demat Charges Query Debit Card Charges Query Status of cheques sent on collection Status of Foreign Funds remitted
Page no 53
ATM card not received PIN not received Cheque Book not received Account Number forgotten Customer ID inquiry Status on Loan Why Cheque was returned despite balance Details of credits not reflecting in account Inquiry about 'Sorry Cards' Inquiry about CARD returned in Offsite Information on DBC Request to honour cheque against cash deposited ATM withdrawal - correct cash not received Credit Card details / payments TDS certificate not received Details of account opened recently Details of cheque returned Account closed cheque not received Request to honour cheque Phone banking problems
FIXED DEPOSIT
Fixed Deposit maturity instructions Fixed Deposit interest not received Fixed Deposit advice not received Details on Fixed Deposits Rate Maturity Tenor Names Nomination Maturity Proceeds FD instructions to be charged FD Maturity proceeds not received Query of FD in different branches FD Booking FD Breaking
LOST
Stop Payment Instruction Debit Card Lost - Hot listing
Page no 54
DEMAT
Demat details Demat Instructions Depository on Net DP opening query Demat Closure
OTHER
Relief Bonds - query; change of address / instruction Mutual Fund Locker operation
To get a practical experience I accompanied with welcome desk and personal
banker to get knowledge of the customer dealing and their queries and solutions.
Page no 55
Queries
All the Queries of the customers are solved in welcome desk of branch. This is an important
desk where every customer approach regarding their problems and need.
In my practical experience, I learnt the customer behavior how the customer reacts when
they having problem .Customer comes with several queries and problems like…. New pin
request, stop payment, fund transfer, ATM card, address change, balance enquiry, bank
statement, debit/credit enquiry, penalties and so on…
PERSONAL BANKER
Personal banker plays very vital role to increase customer base for the branch
and providing them world-class service. Personal banker involves in the activities given
below
Account opening.
Fixed deposits.
Developing the relationship.
Service after market commitment.
Maintaining the PB sales portfolio.
To maintain KPI (Key Productivity Index)
Selling Third Party Products (mutual funds, insurance)
Generating new leads and passing the lead to the COEX.
Page no 56
Achieving over all branch target.
Customer service.
Account opening:-
Saving account, salary account, current account, NRI account, Kids advantage accounts,
FD’s etc are opened in the branch.
I was involved in account opening like salary account, saving account, FD’s of walk-in
customers.
Investment: Investment is a crucial decision of any investor. A banker acts as an advisor to
suggest the customers regarding their investment.
Mutual fund: People are interested in mutual fund because of small investment diversified
portfolio, systematic investment plan, professionally management of shares and high
liquidity.
The mutual fund are having open ended or close ended scheme, net assets value and expense
redemption sponsors, trustees, registrar are behind the mutual fund who help the investor to
invest in mutual fund ..
Form feeling and investment pattern are also study by accompanied with the banker.
Here I learnt about the mutual fund and their documentation.
Pan card is mandatory for every investor in which BM approval is required.
DEMAT and TRADING A/C
Demat account is necessary for trading purpose .It is just a way to keep your shares.
Page no 57
Document: pan card (mandatory), Residential proof.
PERSONAL BANKER AUTHORIZER
PBA’s contains very responsible job profile in retail branch banking system.
Locker operations
Forms Checking
Maintaining FTNR (First Time Not Read less than 2 %)
Maintaining Depletion
TELLER
Teller helps the customer in cash/cheque deposit, withdrawal, debit/ credit enquiry,
Forex services, currency exchange and so on…..
FRANKLIN
Franklin is done in the branch itself for the convenient of customer.
Insurance, loans .deposits etc are services provided by the branch
Page no 58
SIX FORCES AREAS IN BRANCH BANKING
Having explained the 2 principles by which Branch Sales
& Service objectives are met, the rest of this document seeks to detail the specific actions
taken to address the following subjects:
1. Sales Model
2. Cross Sell
3. Attrition Management
4. Channel Management
5. Cost Management
6. Customer Profitability
1. Sales Model
The Bank’s acquisition targets are met through two channels – the Direct
Sales Channel (HBL) and the Branch Channel. Traditionally, the Bank’s Branch Channel
has been a Liability channel. Flowing from this, Branch sales model focuses on the
acquisition of new Liability customers and accounts. Products included under this are:
Current accounts
Savings accounts
Fixed Deposit accounts
Page no 59
How do we sell at branches?
A) Sales at branches are primarily done by PBs with the active support of
COEXs.
The PB makes a direct sale to a person who walks into our branches with the
purpose of opening a Liability account.
A sale is also made by actively generating leads and referrals of potential
customers from existing customers at every point of contact by PBs.
The PB uses every service opening as an opportunity for lead generation.
The LSE through lobby management and database calling generates CASA leads.
The COEX then closes the sale by visiting the potential customer and completing
the documentation.
B) Conducting promotions and marketing campaigns to create awareness about
the Bank’s products, generating leads and acquire new customers.
Page no 60
How do we measure Sales?
BSM MIS that measures:
1. Total CASA and FD acquisitions by branches as at 10th/20th /month end.
2. Daily run rate that measures acquisition of CASA/ branch/ day and FD/
branch/ day.
Branch Productivity analysis that measures lead generation and conversion
performance of PB, and COEX
2) Cross sell
Having acquired Liability customers, branches Cross Sell all products and
services to these customers with the objective of deepening relationships. Branches carry
targets for the following products and service
1. Assets – AL, PL, CL and LAS
2. De mat accounts
3. Direct Banking Channels – Phone Banking, Net Banking, Mobile Banking and ATM.
4. Credit Cards
5. Bill Pay
6. Debit Cards
Page no 61
How do we Cross Sell at branches?
Cross-selling at branches is primarily done by PBs with the active support of
COEXs.
PBs cross-sell to all branch walk in customers by converting every service opening
into a sales opportunity.
The services of outsourced staff are also used to assist with cross sell efforts:
LSE and COEX for De mat.
1. Assets – AL, PL, CL and LAS
2. De mat accounts
3. Direct Banking Channels – Phone Banking, Net Banking, Mobile Banking
and ATM
4. Credit Cards
5. Bill Pay
6. Debit Cards
HBL resources for Asset sales
Focused database calling to our existing customer base.
Page no 62
How do we measure Cross Sell efforts?
Branch Asset Cross Sell MIS released as at 10th/20th/month end.
Branch Credit Card Sales MIS released monthly.
Branch Demat Sales MIS released monthly.
Branch wise DBC usage MIS that measures
%age of customers using ATM
%age of customers using at least 1 non ATM channel (Phone, Net, Mobile)
For the Savings, Current, Corporate Salary and Vanilla FD database called, MIS
detailing Penetration into identified Measures of Success will be released at the end
of the calling period, reflecting the effectiveness of the branch’s cross-sell efforts.
3. Attrition Management
Attrition includes decline in balances as well as closure of accounts.
Branches primarily focus on Attrition Management by identifying and pro actively managing
the most profitable set of customers. This leads to enhancement and retention of these
profitable relationships.
Page no 63
How do branches manage Attrition?
Identifying our most profitable CASA customers for the purpose of database calling:
A. Top Current (38% of the customer base contributes 92% of CA
values)
B. Top Savings (3% of our customer base contributes 35% of SA value)
Customers identified through these databases are distributed as portfolios to PBs and
RMs.
Based on the inherent wealth these customers represent (estimated on the basis of
CASA balances held), specific Enhancement and Deepening targets are set for
individual customers.
Top Savings Database 1 > = 1 lac and < 2
lacs
PBs Monthly Retention
& Enhancement
(Top 3% of SA customers who
give us 35% of portfolio value)
2 > = 2 lacs RMs
Top Current Database 1 > = 1 lac and < 5
lacs
PBs Monthly Retention
& Enhancement
(Top 38% of CA customers 2 > = 5 lacs RMs
Page no 64
who give us 92% of value)
Complaint management at branches supervised by PB Supervisors
All account closures being approved by BMs.
How do we measure Attrition Management?
For each identified database, periodic release of Penetration into identified
Measures of Success that include:
1. Increase/Decline in CASA values
2. Increase/Decrease in relationship values
3. %age of customers having Demat, Asset, Cards and Bill Pay relationship
4. %age of customers registered and using DBCs
Branch wise Portfolio Movement Summary that measures:
1. Balance attrition - value
2. Account closures – value
3. Enhancement – value
For identified CASA portfolios assigned to RMs and PBs,
Page no 65
Deepening efforts are measured through a Cross Sell ratio (number of products per
customer).
Enhancement efforts are measured by tracking actual Enhancement versus target for
all RM and PB portfolios.
4. Channel Management
By Channel Management, we mean ensuring that the branch channel is not
being misused by unprofitable customers who excessively transact at branches, thereby
creating avoidable servicing load on branches.
How do branches ensure their Channel is effectively
managed?
Consistently migrate traffic to DBCs at every point of contact.
Walk in customers.
Database calling
Primary objective of LSE to aggressively promote DBCs to branch lobby traffic.
Centrally identifying unprofitable users of the branch channel and providing these
databases to branches to migrate traffic to DBCs.
Page no 66
How do we measure the effectiveness of Channel
Management?
Branch wise DBC usage MIS that measures
1. %age of customers using ATM
2. %age of customers using at least 1 non ATM channel (Phone, Net, Mobile)
Penetration into databases for migration.
4. Cost Management
For the purposes of branch management, the Costs we are concerned with
relate to Controllable Costs. These are costs for expenses that active management can ensure
are contained within reasonable budgeted levels.
How do branches ensure Costs are effectively
contained?
By being aware of budgeted levels for each cost head
By monitoring actual expenditure against each budgeted cost head
Page no 67
By creating awareness of cost consciousness among branch staff
How do we measure the effectiveness of Cost
management?
Branch wise MIS is generated monthly by Finance, detailing MTD and YTD
expenditure under each Controllable Cost head.
5. Customer Profitability
Customer Profitability is an outcome of revenue generated by a
customer’s relationship after deducting expenses incurred in servicing the relationship.
Revenue = spread earned on balances maintained + charges levied.
Expenses = transaction and servicing costs across channels.
Page no 68
Normally, customer profitability in Retail Banks is managed centrally through pricing of
products and services.
How do we manage our portfolio profitability?
Over and above the normal product pricing decisions, unprofitable
customers are identified and active weeding out of these relationships is carried out at
regular intervals
1. Weeding out of Regular Savings Accounts
2. Weeding out of Salary Accounts
3. Weeding Out of High Cheque Return accounts
Accounts with an unduly high incidence (3 or more in a month) of cheque returns are
identified for closure.
What are a branch’s Sales & Service objectives?
There are 4 key objectives that a branch needs to deliver on:
1. Acquisition – acquiring new customers and accounts
2. Deepening – penetrating relationships by selling multiple products and services to
existing customers
3. Enhancement - enhancing the value of a customer’s existing relationship
Page no 69
4. Retention - preventing balance attrition and account closures for all profitable
relationships.
Branch Sales & Service Model
Page no 70
Page no 71
TARGET
&
TASK ASSIGNED
Target and Task assigned
In the duration of six month I was associated with the branch sales.
First two month I was attached with Welcome Desk where I learned a lot about
customers queries and there solutions. And remaining time I was associated with the
Page no 72
Personal Banker for digging out the references through the walk in customers and
maintaining pipeline for the business.
The overall target and task assigned in 5 months
Getting 600 customers perception regarding HDFC saving Bank Account.
Getting customers perception regarding various kinds of investment(mutual fund,
fixed deposits, insurance, secondary market)
Telecalling and generating lead for fixed deposits, kids’ advantage account, de mat
accounts, mutual funds etc to increase the KPI (key productivity index) of the branch.
To identify the potential area for putting CANOPY in the societies.
I also put 5000 letters into the letter boxes in those societies where putting CANOPY
was not allowed or very expensive.
I opened 466 salary (No frills + classic) accounts of reliance retail Ltd. Stores Spread
all over in pune.
To study the investment patterns of different customers of HDFC Bank.
To study the customer perceptions about different products of HDFC Bank.
To study the different attitudes of people regarding Risk Factor involved during
investment.
To study the customer satisfaction level regarding different HDFC bank product.
Page no 73
WORK PROCESS IN HDFC BANK
In HDFC bank work process for savings account is divided into 4 stages.
Mapping
Profiling
Documentation
Closing
The first stage of this process which is MAPPING, I had to do
MAPPING and in this I had to generate the leads with the help of our existing customer
from digging out references from them. Then follow up on that numbers with the help of
Telecalling. I had to go in various areas in Pune to identify the potential customers and cross
sell them various products like Kid’s Advantage Account, Investments. In this process I
have to collect following information about the customer.
Name of the customer
Complete address of the customer
Name of the concern person who wants the investment detail.
His designation
His contact number or visiting card.
Existing bank with which they are banking.
If salaried Total no of member on the payroll of the company.
Page no 74
After this I have top report to the branch manager to show him data and after that I have to
make a call to the concern person to fix an appointment. And once appointment is being
fixed we have to go with senior sales officer or with sales manager or personal banker on the
call.
Second step in this was PROFILING. In this we have to get some of information from the
customer at the time of meeting. And according to that we can offer him a best deal because
each and every offer criteria has been made by the bank, and in which criteria that customer
is coming we have to decide and according to that we used to offer them the best deal. In this
we used to ask some general question which are as follow …..
Number of product holding.
Where do they invest their savings?
Type of investment they want to do with HDFC bank
Third step starts when deal has been closed or finalized. We could start documentation
process as per the banking requirements. This includes following documents of the
customer.
Address proof (passport, recent electricity bill or telephone bill etc.)
ID proof (passport, PAN card, voter ID etc.)
One recent Photograph.
Page no 75
And at the last stage which is closing we have to cross sell the required product by filling the
respective forms and make relations by giving personal attention. We tried to make customer
loyal with our branch ensure them that they will get all new schemes and products of our
bank. As per this process, HDFC bank does works, but the process of documentation is very
hazardous which should be flexible.
Page no 76
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
Page no 77
Marketing research is the systematic and objective identification,
collection, analysis, dissemination and used of information for the purpose of improving
decision making related to the identification and solution of problems and opportunities
in marketing. Each phase of this process is improvement. We define or identify the
marketing research problem or opportunity and then determine what information is
needed to investigate it. Because every marketing opportunity translates into a research
problem to be investigated in terms of “Problem” and
“Opportunity”. Next, the various sources of information are identified and a range of
data collection methods, varying in complexity are evaluated. Then the data are collected
using the most appropriate method, analyzed, interpreted, and inferences are drawn.
Finally the findings are presented in form of a report that allows the information to be
used for the purpose of management decision making.
Page no 78
The main issue being discussed here is the emerging trends of corporate salary account
business. For this purpose data was collected using both primary and secondary sources.
Page no 79
Primary data: - The primary data is collected from
Questioner
Personal interview from the companies and corporate.
Focus group interview Observation Critical incidents
Secondary data collection: - The secondary data is collected from
Internet
Magazine
Corporate directory
Information was collected by using a carefully prepared questionnaire, which was designed
keeping in mind all the aspects of the issue.
Page no 80
Tools adopted for an analysis
Procedure Adopted Method Research Approach Survey
Research paper Quantitative
Research Design Descriptive
Geographic Reason Wanourie- Hadhapsar
Sample Size 600
Sample Design Non Probabilistic (convenience)
Sampling Technique Random (Judgment)
Sampling Tool Structure questionnaire
Data Collected Primary And Secondary
I used closed format option in which the customer has multiple choices to answer the question.
Page no 81
Questionnaire
The questionnaire was used to find out the following information:
To get personal as well as the company’s detail if they have salary account with us.
To get information about the customers like how many members in the family have
account with HDFC bank.
How many members in the family are working
With which bank they prefer to bank
Since how long you are having account with our bank
How many HDFC banks product they are using currently
Weather they have made any investment with HDFC bank or not
Are they aware that how can they save their tax.
To know why have they preferred this particular bank for opening an account
The degree of loyalty of the customer towards their bank.
A separate schedule was designed for the customer to carry out project mapping in order to
find out the prospect of the savings account.
Page no 82
The following information was obtained from them:
Name and number of their family.
No of members earn in the family.
Name of the concern person, who looks after the investments.
Mode of investment in the bank through FD, mutual fund, or Insurance.
Are they satisfied with the Personal Banker in their respective HDFC branch?
To know about Average Quarterly Balance of their savings/current account.
Reasons for choosing that bank.
The research was carried out in various phases. The first few phases were used to collect
information. Based on that information a hypothesis was assumed that with the due of
appropriate strategy in customer services and use of proper elements of marketing mix the
sales of salary accounts can be increased to garner a bigger pie of the market share. The final
few phases were used to analyze the information so called from various quarters.
The research process carried out in various phases is discussed below:
Phase 1. Understanding the company and its products and target customers. The
various parameter considered in the sales of products. Getting knowledge about the
competitors in the area and knowing about the various promotion and technique of
selling.
Page no 83
Phase 2. This phase include visits to various companies to collect relevant data.
Primary data will be collected through telephonic conversation and walk in
customers. This data will further be extended through dialogues with the customers.
The secondary data will be collected through websites, company files and brochures
and other documents from old records.
Phase 3. In this phase the data so collected is analyzed using various statistical and
market research tools to draw inference for the purpose of decision making. The
analysis consists of product mapping, competitor analysis, new opportunities,
developing brand equity.
Phase 4. In this phase actual reporting of the findings and analysis will be prepared
and submitted to the bank.
Sample size
Sampling is the act, process, or technique of selecting a suitable sample, or a
representative part of a population for the purpose of determining parameters or
characteristics of the whole population.
A sample is any number of persons, units or objects selected to represent the
‘universe’ or ‘population’ according to some rule or plan. The researcher is expected to
draw a sample from the ‘universe’ in such a way that the findings based on it will
correspond closely to those that would have been obtained from the study of universe.
The researcher has to select the sample in such a way that the selected sample is
sufficiently representative of the universe. Sample is the part of the whole taken to show
Page no 84
what the rest is like.There is no uniform standard of quality that must be reached by
every sample. The quality of the sample depends entirely on the stage of the research
and how the information will be used. Whether or not a sample design is appropriate
depends on how it is used and the resources available. It may be fair to say that the
sample generalizations made from the sample go too far.
The major areas were…..
Wanowarie
Hadhapsar
Sample size
The sample size given was 1100 and from those only 600 was selected as sample unit, this
was depended on the number of people who Respondents to the questionnaire
Page no 85
The process of sampling can be described using a simple flow chart:
Page no 86
Define the target Population
Select a sampling frame
Determine if probability or non-probability sampling will be chosen
Plan procedures for selecting sampling units
Determine sample size
Select actual sampling units
Conduct field work
DATA ANALYSIS
&
INTERPRETATION
Page no 87
Table no 1:- With which bank you are banking?
ICICI BANK 260
HDFC BANK 170
AXIS BANK 54
CITI BANK 22
KOTAK BANK 19
OTHERS 75
Market share captured by major players
43%
28%
9%
4%
3%
13%
ICICI BANK
HDFC BANK
AXIS BANK
CITI BANK
KOTAK BANK
OTHERS
Interpretation: - The above figure shows that savings accounts market in private banking
industry is mainly captured by ICICI bank. Where as HDFC bank is second large player in
this segment. And Axis bank Citi bank is doing well as compare to others.
Page no 88
Table No:-2 Are you Salaried or Self-Employed?
Particulars Respondents Percentage
Salaried 280 53%
Self-Employed 320 47%
Total 600 100%
0
100
200
300
400
500
600
Salaried Self-Employed Total
Type of CustomersRespondents
Type of CustomersPercentage
Interpretation:-
From the above graph it can be seen that 53% of the respondent are self-employed,
and 47% of respondent are salaried. Hence HDFC Bank capture both type of customers
almost equally.
Page no 89
Table No:-3
Further division of customers on the basis of their profitability
Particulars Respondents Percentage
Regular 455 75.83
Classic 105 17.50
Preferred 40 6.67
Total 600 100
Respondents
75%
18%
7%
Regular Classic Preferred
Interpretation:-
From the total Respondents around 75% were Regular customers, 18% were Classic
customers and 7% were preferred customers. That is, HDFC Bank has around 25% of high
profile customers which maintain an AQB (Average Quarterly Balance) above Rs.50, 000.
This is a good number of profitable customers for the bank to have.
Page no 90
Table No:-4
Type of customer and Profitability mix
Respondants
0
50
100
150
200
250
Preferred Classic Regular
Salaried
Self-Employed
Interpretation:-
From the above graph it can be seen that maximum respondent are high
profile customer’s i.e.24% which comes under preferred and classic
customers.
76 % of respondents are Regular customers of the bank from which
maximum numbers are of salaried respondents.
\
Page no 91
Types of customers Preferred Classic Regular Total
Salaried 8 35 237 280
Self-Employed 32 70 218 320
Table No:-5
Income levels of different respondents
Income level Respondents Percentage
Less than 1.2 lack p .a 57 10
Less than 2.5 lack p .a 95 16
Less than 5 lack p .a 193 32
More than 5 lack p.a. 255 42
Income level of different customers
10%
16%
32%
42%Less than 1.2 lack p.a
Less than 2.5 lack p.a
Less than 5 lack p .a
More than 5 lack p.a.
Interpretation:-
From the above graph we can say that the central customer base for HDFC
bank is India’s middle class and upper class people. In last 10 years the percent of the
population that makes up the middle class has more than doubled.
Page no 92
Table No:-6 How long are they banking with HDFC Bank
020406080
100120140160
No of respondants
Lessthan one
years
Twoyears
Threeyears
Fouryears
Morethan four
years
No of years
Banking with HDFC bank
Preferred Classic Regular
Interpretation:-
From the above graph we see that most of the Respondent has been banking with the
bank for less than two years. This shows that HDFC Bank is increasing its customer base by
a significant number. Most of the preferred and the classic respondent of the bank have been
banking with the bank for more than three years and trust HDFC Bank for their service.
Page no 93
Particulars Preferred Classic Regular
Less than one years 0 6 155
Two years 6 18 130
Three years 9 22 65
Four years 8 33 43
More than four years 17 26 57
Table No:-7
Purpose of visit to the bank
Purpose Respondents
Cheque Deposit 200
Money Deposit or Withdrawal 400
Balance Enquiry 155
Demand Draft 240
Others 300
(A customer sometimes has to visit the bank for two purposes. For instance, Cash Deposit
and Balance Enquiry)
Page no 94
Respondent
200
400
155
240
300
Cheque Deposit
Money Deposit orWithdrawal
Balance Enquiry
Demand Draft
Others
Interpretation:-
From the table we can conclude that most of the respondent visit the bank for
the purpose of money withdrawal and deposit, hence the bank should promote their direct
banking channels to these customers so that they can reduce the footfalls in the bank.
Page no 95
Table No:-8 Number of visit to the bank’s ATM
Daily More than
Once a week
Weekly Monthly Yearly
98 170 222 110 0
0
50
100
150
200
250
No. ofRespondent
Daily More thanonce a week
Weekly Monthly Yearly
Customers visit to ATM
Series1
Series2
Interpretation:-
From the above graph it can be seen that most of the respondent visit the
Bank’s ATM weekly followed by once in a week.
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Table No:-9
Dose the Bank Inform you About New Products and Services?
0
100
200
300
400
500
Yes Sometimes No
Response
Do the bank inform about new product or services
Customer Response Percentage
Interpretation:-
From the above graph we can see that about 76 % of respondents gave
positive answer .Hence we can say that the bank is always proactive when it comes to
business and keep its customers informed about the new products introduced from time to
time.
Page no 97
Particulars Yes Sometimes No
Customer Response 455 110 35
Percentage 75.83 18.13 5.84
Table No:-10 Period of Investment
Particulars Respondents Percentage
Six month 94 16
One year 122 20
Two years 104 17
Three years 96 16
More than three years 184 31
Period of investment
16%
20%
17%16%
31% Six month
One year
Two years
Three years
More than three years
Interpretation:-
From the graph we can interpret that most of the respondents’ i.e.31%, go for
long term investment i.e. for more than three years, because long term investment has low
risk and attracts better returns.
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Table No:-11
Factors Affecting Investment Patterns
Particulars Respondents Percentage
Risk 428 71
Time of investment 70 12
Rate of return 102 17
Factors affacting investment pattern
0%
71%
12%
17%
Particulars Risk Time of investment Rate of return
Interpretation:-
The majority of respondents i.e. 71% ranked risk as the important factor on top of
rate of return and time of investment. This shows people from all the three categories
consider risk as most important factor. This trend lies in the culture of Indian customers.
Page no 99
Table No:-12 Accountability of Respondent towards the Bank
Particulars Accountable Unaccountable
Respondents 556 44
Percentage 92.67 7.33
Respondents
93%
7%
Accountable Unaccountable
Interpretation:-
From the above graph it can be observed that 92.67% of respondents are loyal to
the bank. And the factors which were taken into consideration while deciding are:
Safety of Money
Accessibility
Ease of Service
Innovation
Page no 100
Table No:-13 Satisfaction with Product Designed
Particulars Respondents Percentage
Strongly satisfied 324 54
Satisfied 128 21
Neutral 93 16
Dissatisfied 43 7
Strongly dissatisfied 12 2
Satisfaction with product designed
Strongly satisfied
54% Satisfied21%
Neutral16%
Dissatisfied7%
Strongly dissatisfied
2%
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied
Interpretation:-
From the above table it is clear that 75% of respondents are strongly satisfied and
satisfied with the products designed by HDFC bank and only 9% of them were dissatisfied
by the products. Hence the products offered by the bank are very good.
Page no 101
Table No: - 14
Satisfaction Level with the Bank
Particulars Respondents Percentage
Delighted 341 56.83
Satisfied 184 30.67
Not much satisfied 62 10.33
Dissatisfied 13 2.17
0
50
100
150
200
250
300
350
Strongly satisfied
Satisfied Neutral Dissatisfied Stronglydissatisfied
Satsfaction level with the Bank
Respondents
Interpretation:-
Hence from above observation we can say that 87% of the respondents are delighted
and satisfied with the Bank.
About 12% of the respondents are dissatisfied, hence the bank has to study the reasons for it
and take some profitable measures and try to reduce this number. By this people will start
investing more with the Bank which ultimately increase banks profitability.
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Table:-15 Why you have preferred HDFC bank for opening an account?
Most preferred reason to open an account (Ranked 1st Reason)
Due to brand name 93
Existing account holder 101
Less documentation 42
Less processing time 49
Near to your place 179
For features and benefits 76
Respondants
17%
19%
8%9%
33%
14%
Due to brand name
Existing account holder
Less documentation
Less processing time
Near to your place
For features and benefits
Interpretation:-
Most of the customers (33%) prefer to open an account with HDFC bank
because it is near to their place proximity to the customer as HDFC bank has 29 branches in
all over Pune. 19 % customer have open their account as it is preferred by the existing
Page no 103
customers. 17% have opened the account for the brand name. 14% likes features and benefit.
Rest 8% and 9% open their account due to less processing time and less documentation
respectively.
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ANALYSIS
Page no 105
ANALYSIS
The objective of the project was to study the investment patterns of different HDFC Bank
customers in respect to their different attitudes they display in while decision making. And to
evaluate the market potential of retail banking structure and to study the various parameters
to build a structured selling portfolio for the bank. The collected sample was segmented into
two broad categories, viz.
1) Self-Employed
2) Salaried
These two categories show different behaviors while investing money in the bank.
Both these categories consist of profitable customers. In the final analysis of the project the
respondents were divided in to three types viz.
1) High-Profitable Customers
2) Mixed Bag Customers
3) Losing Customers
Page no 106
Customer-Product Profitability Matrix
Customers
Products
After collecting the primary data from the customers by using
questionnaires, the customers were segmented using the Customer-Product Profitability
Matrix. This is a tool which measures the customer profitability in respect to the number of
products purchased by him from the bank.
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C1 C2 C3
P1 + + + Highly profitable
Product
P2 + Profitable product
P3 - - Losing product
P4 + - Mixed-Bag product
High-profit
Customer
Mixed Bag
Customer
Losing
Customer
1) High-Profit Customers
These are the most profit making customers for the bank. They
are termed so, because they have purchased HDFC Bank’s profit generating products such as
Current plus Account Saving Max account, Home loans, Third party products etc. The bank
should focus more on these customers as these are the 20% customers who contribute 80%
of the bank’s profit. The sample had around 25% of preferred and classic customers which is
a good number for any bank to have.
2) Mixed Bag Customers
The remaining 75% of the customers which are termed as
Regular Customers are further categorized into Mixed Bag Customers and Losing
customers. The Customers which are having number of profitable products and less number
of losing products is termed as Mixed Bag Customers. The bank should target these
customers and convert them into profitable customers.
3) Losing Customers
The customers which are having less number of profitable
products and more number of losing products are termed as Losing Customers.
Out of the 75%, around 45% are mixed bag customers and 30% are losing customers. The
bank is continuously striving to upgrade these customers with continuous improvement of
their products and through constant innovation as these are the customers who give the
regular business to the bank.
The Secondary objective was to find the customer perceptions
about HDFC Bank products. While doing the survey we also explained in detail different
Page no 108
products of HDFC Bank and asked them whether or not they were satisfied with HDFC
Bank’s offerings.
From the result we got around 75% of the customers were satisfied and more than satisfied
with the way HDFC Bank is offering its products, which is a significant number. The second
question was related to satisfaction towards HDFC Bank as a whole and not surprisingly the
results were positive. Most of the customers of the bank are satisfied with their relationship
with HDFC Bank and most of them found HDFC Bank to be a responsible Bank.
Page no 109
OBSERVATION
AND
FINDINGS
Page no 110
OBSERVATION AND FINDINGS
Wanowarie branch is only one year old branch but within one year short span the
branch was able to capture the large no of market share as there is already SBI
branch near by area but still it becomes 15 crore Book value branch which is a mild
stone itself.
Name of the organization is the most striking feature, which attracts the customer as
it gives the international feeling.
Reasons that makes HDFC a market favorite.
Its brand name feels people proud to be associated.
Marketing executive play a vital role in persuading people to open their account in
HDFC BANK. All their pains of going to the opening of customers and collecting all
documents necessary for opening of accounts are bearing fruits.
The bank has around 25% of high profile customers which consist of preferred and
classic customers. These customers give maximum profit to the bank. The bank has
to maintain good relationship with them.
The bank has around 42% of customers having income more than 5 lack, these
people should be targeted as they can contribute to banks maximum business.
Most of the customers are banking with the bank from last two years this means that
HDFC Bank has increased its customer base by significance number.
Page no 111
Most of the bank customers visited the bank for the purpose of cash withdrawal and
deposit.
Many of the bank customers wanted the bank to start the process of third party
money transfer and bank cash book facility.
Most of the bank customers who had access to the bank facilities like Debit cum
ATM cards, Direct Banking Channels, Credit Cards etc. often used these channels for
their transactions instead of directly visiting the bank.
About 47% of the bank customers invested their money for more than three years i.e.
the bank customers look for long term investments with the bank.
71% of the bank customers rated risk as a crucial factor before investment.
Almost 87% of the bank customers are satisfied by the bank’s service.
Page no 112
LEARNING
FROM
EXECUTIVE TRAINING
Page no 113
MY LEARNINGS FROM EXECUTIVE TRAINING
Duration of my project was 6 months which I suppose is enough time to learn
about any as organizations working process and strategies with full of dedication that’s what
I did there. During my summers I learnt a lot about HDFC banks sales process and
operations and able to develop my skills which are mentioned below
Communication skills
Convincing skills.
Selling skills.
I came to know the documentation procedure of HDFC Banks products like …..
Savings account, saving salary account, FDs, Demat account etc.
I came to know that today’s demand in service industry is only maintaining the
relationship. Customer should blindly trust on you.
Never miss sell the product.
Never underestimate any customer on the basis of his dressing sense.
I came to know the customers behavior.
Improvement in Confidence level.
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Become aware about self abilities, strength and weakness and got able to cope up
with areas of weakness.
I came to know about working procedure of corporate sector as well as banking
sector.
I learn to flinch which improve my negotiation skills.
I learn that in Marketing field the most necessary part is to communicate with
customers, either they purchase the product or not, but you have to maintain the
relationship for ever.
I got the practical knowledge about all the marketing theories which I studied in the
class room during my class sessions. And able to learn how to apply marketing tips
in practical corporate world.
Page no 115
PROBLEMS
&
LIMITATIONS
Page no 116
LIMITATIONS
The project was based on certain factors which also have their shortcomings. These factors
need to be looked into. Since the objective of the project was to understand the retail branch
banking - the sales process and operations included understanding the buyer’s behavior, their
investment patterns with HDFC bank. There may be certain factors which restricted the
scope of the project. These are discussed below……
1. Non serious attitude of the customers.
2. We can not force to the customer to tell why they are using our competitor’s product,
there can be various reasons like they have taken loan from those bank, or near by the
company.
3. This research was only limited to Wanowarie and Hadhapsar and near by area.
4. Some time some of the people can give wrong or incomplete information so that to
find out actual result we can not fully believe on the questionnaire.
5. Fatima nagar branch is located where major customers belong to Muslim community.
And they do not feel comfortable to disclose their information.
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6. And they do not take any interest to put their money in any instrument in which they
get interest. So it was very difficult to sell them FD’s and Kid’s Advantage account.
So it causes less interaction with the customers.
SWOT ANALYSIS
Page no 118
SWOT Analysis
Strengths
1. Strong sales team who are recruited through tough interviews and promotion.
2. Proximity and accessibility to the customer.
3. Established brand name.
4. Diversity, resilience and flexibility.
5. Bank with a good financial backup
6. Quality service is assured if one has a banking relationship with HDFC BANK
7. Unlimited access to ATMs of Branches across the country.
8. Good infrastructure & good incentives for the result oriented employees.
9. Large number of branches in Metros.
Weakness
Page no 119
1. Number of HDFC ATMs is less than its close competitors.
2. Lots of documentation which takes a lot of time.
3. Processing time is too much in comparison to competitors.
4. HDFC bank uses FIWARE as a software whish is too time taken.
5. Average quarterly balance is comparatively higher than most of its
competitors.
6. Penalties are higher for non-maintenance of average quarterly balance.
7. Bank charges are high (Demand draft, pay order charges).
8. Customer of middle income group hesitates to start a relationship with HDFC Bank.
Opportunity
1. To expand the business across the country.
2. Lots of scope for product variation.
3. Tap the middle income group and the salaried class.
4. Lots of scope for growth in the Indian market.
Threat
1. ATM infrastructure of its competitors.
2. Players have similar strategies.
3. There is not much differentiation between the services and products of other banks.
4. HDFC bank has lots of unnecessary salary account which is increasing the no of
account but decreasing the quality of the customers.
Page no 120
CONCLUSION
Page no 121
CONCLUSION
Customers of the bank belong to various cultures, backgrounds and different segments of the
society, hence they exhibit different attitudes while decision making.
Hence, while doing the analysis the customers were divided into various types on the basis
of their product holding and their investment patterns were investigated.
The results showed that the High Profit customers gave more emphasis on Rate of Returns
and the period of investment while Mixed Bag customers considered Risk, Rate of Returns
and period of investment as the important factor before investing. Losing customers gave
more emphasis on Risk and Rate of Return.
This also validates that though our economy is booming and purchasing power of Indians is
increasing but still risk remains the most important factor when it comes to investment
decisions. Therefore, the bank must project itself as a responsible bank where there is
minimal risk of investing.
Page no 122
The Bank has 25% of high profile customers which gives 80% of business to the bank,
so bank has to maintain good relationship with them and attract them by special offers and
make them realize how important they are to the bank.
RECOMMENDATIONS
&
SUGGETIONS
Page no 123
RECOMMENDATIONS AND SUGGETIONS
To work on this project I have find out some of the points where the
management of HDFC bank should think. And by which they can increase customer base as
well as they can give better service to the customers as well. They are as follows….
1. HDFC Bank should launch a campaign to promote Third Party Product / Advisory
services so that the KPI (key productivity index) of the branch can increase.
2. There should be a Toll Free banking number.
3. The bank should migrate to software, which supports multiple applications on a
single platform FINACLE with competitor banks like ICICI, AXIS bank.
4. Deposit slips should be self-inking ones.
Page no 124
5. Passbook should be in a proper form like other banks and not like the ones, we
have now.
6. Ability to solve the query and difficulties of the customers is very essential for the
business aspect for that matter sales team should be properly trained and all the
formalities they must know, otherwise approach to the preferred customer becomes
horrible task and it creates bad impression about the bank. Training programs for
sales executive should be conduct at regular interval.
7. The bank should Use the Customer-Profitability Matrix to pitch in different
products to different types of customers.
8. Necessity to Decrease processing time because HDFC Bank takes too much
time for its process as compare to its competitors and in present scenario customer
wants less processing time and less documentations to make banking easy. So it is
very important to minimize processing time.
9. Very essential to motivate team to improve there performance. This is corporate
sales, which is tough but challenging job. Some times team members become
frustrated due to work pressure and high targets. So to get best from the team, sales
manager should use various managerial techniques to reduce pressure and to create
better output.
10.Some times sales person do miss sell the product for achieving their targets in this
case due to lack of information customer face unnecessary charges and starts
Page no 125
shouting on the branch officials. So to avoid such cases sales manager should keep
a track about the sales MIS.
11. After making a new preferred customer or after selling them new products, service
should be even better so that customer base can increase and percentage of
unsatisfied customer can be reduced. HDFC bank’s service is better as compare to
its competitors but some times irresponsibility of sales person result in unsatisfied
customer and they start banking with others.
REFERENCEPage no 126
REFERENCES
Books referred
Marketing management Philip Kotler
Organizations journals and magazines
Newspapers (Economic Times, Business Standard, and Times of India
Bank’s intranet
www.mekiensy.com
Page no 127
www.hindubusinessline.com
www.research.com
www.businessballs.com
www.questia.com
www.hdfcbank.com
www.google.com
ANNEXURE
Page no 128
ANNEXURE
1) Are you Salaried or Self-Employed?
Salaried Self-Employed
2) What are your income levels?
Less than 1.2 lac p.a Less than 2.5 lac p.a.
Less than 5.0 lac p.a. More than 5 lac p.a.
3) Since, how long are you banking with HDFC Bank?
Less than a year two years Three years
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Four years More than four years
Type of
customers
Less than
A year
Two years Three years Four years More than
four years
Preferred
Classic
Regular
4) How many times do you visit the bank?
Daily twice in a week Monthly
Quarterly yearly
5) What is the common purpose of your visit to the bank?
Cheque Deposit Money Deposit or Withdrawal
Balance Enquiry Demand Others
6) How often do you visit the bank’s ATM?
Daily More than once a week
Page no 130
Weekly Monthly Yearly
7) What number of accounts you have at HDFC Bank and of what type?
8) Are the accounts held by one person or by different members in the family?
9) Does the bank always inform you about the new products or services introduced by
them?
Yes Sometimes No
10) For what period of time do you usually invest your money into various sources?
Six month One year Two years
Three years More than three years
11)Which is the most important factor you consider before investing ?
Risk Time of investment Rate of return
12) Do you find Tax waiver as an important motivation to invest your money into third
party products offered by the bank?
Page no 131
13) What are the alternative sources in which you would invest your money if you
don’t invest them in a bank?
14) Which product of HDFC Bank do you prefer the most?
15) Do you think HDFC Bank is an accountable bank to invest in?
Yes No
16) What are the factors which affect your satisfaction levels towards the bank?
17) Are you satisfied with the ways HDFC Bank has designed their products?
strongly satisfied some what satisfied Neutral
Some what dissatisfied strongly dissatisfied
18) If you are introduced and explained E-banking channels are you ready to use
them?
Yes No already using the service
Direct Banking
Channels
YES NO Already using the service
Insta Alert
Page no 132
Bill Pay
Net Banking
19) Are you satisfied with HDFC Bank as a whole?
Delighted Satisfied Not much satisfied
Dissatisfied
20) Why you have preferred HDFC bank for opening an account?
Most preferred reason to open an account (Ranked 1st Reason)
Due to brand name
Existing account holder
Less documentation
Less processing time
Near to your place
For features and benefits
21) With which bank you are banking?
Page no 133
ICICI BANK
HDFC BANK
AXIS BANK
CITI BANK
KOTAK BANK
OTHERS
Page no 134