Impact of Providing Satisfactory Customer Service on Business Growth – A Study on National Credit and Commerce (NCC) Chanpter-1 In the world of consumerism, the business organization strive for the customers satisfaction as number one business strategy whatever may be the product of the organization, either service or non service. Service is the product of Bank. There is a saying that customer service starts right from the stairs of the bank building. The guard at the door is the first person represents the bank, receives a customer with wishes in smiling face. 1.0 ORIGIN OF THE REPORT: As a requirement for my Bachelor of Business Administration program I have conducted this report on “Impact of Providing Satisfactory Customer Service on Business Growth – A Study on NCC Bank Limited”. During the internship, a student is required to prepare a report on the organization where he /she has been attached. My supervisor Mr. Ehsanul Huda Chowdhury , Coordinator, Office of Placement and Alumni ,
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Impact of Providing Satisfactory Customer Service on Business Growth – A Study on National Credit an
In the world of consumerism, the business organization strive for the customers satisfaction as number one business strategy whatever may be the product of the organization, either service or non service. Service is the product of Bank. There is a saying that customer service starts right from the stairs of the bank building. The guard at the door is the first person represents the bank, receives a customer with wishes in smiling face.
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Impact of Providing Satisfactory Customer Service on
Business Growth – A Study on National Credit and Commerce
(NCC)
Chanpter-1
In the world of consumerism, the business organization strive for the customers
satisfaction as number one business strategy whatever may be the product of the
organization, either service or non service. Service is the product of Bank. There is a
saying that customer service starts right from the stairs of the bank building. The guard
at the door is the first person represents the bank, receives a customer with wishes in
smiling face.
1.0 ORIGIN OF THE REPORT:
As a requirement for my Bachelor of Business Administration program I have conducted this report on “Impact of Providing Satisfactory Customer Service on Business Growth – A Study on NCC Bank Limited”. During the internship, a student is required to prepare a report on the organization where he /she has been attached. My supervisor Mr. Ehsanul Huda Chowdhury , Coordinator, Office of Placement and Alumni , AMERICAN INTERNATIONAL UNIVERSITY – BANGLADESH assigned this topic to me.
1.1 RATIONALE OF THE STUDY:
With the rapid growing competition (due to free market economy) among nationalized,
foreign and private commercial banks operates it banking operation and how customer
service can be made more attractive, the expectation of the customers has immensely
increased. Reciprocating the sentiment, commercial/ private banks are trying to elevate
their traditional banking service to a better standard, to meet the challenging needs. Side
by side, these banks have now concentrated their attention towards diversification of
their products for better performance and existence. Under the above circumstances, it
has become necessary for NCC Bank Limited, one of the leading commercial banks, to
focus its attention towards the improvement of the customer service. That’s why it is
quite justified to make an in-depth study about its operation and evaluate the service
provided by this bank and scope for its improvement. The study may help formulating
policy regarding NCC Bank Limited the ideas relating to the feelings of the customers
and bankers. Further more, executives who are actually executing the policies
undertaken by the top management will have a chance to communicate their feelings and
will have the feedback about their dealings from the customers.
1.2 OBJECTIVES OF THE REPORT:
The following are the general & specific objectives of the report.
1.2.1 General Objectives:
The general Objectives of the report are as follows:
To fulfill the academic requirements of internship report.
To acquire practical experience in different banking services of NCC Bank
Limited.
1.2.2 Specific Objectives:
The specific objectives of the study are as follows:
To present an overview of NCC Bank Limited.
To find out the “Impact of Providing Satisfactory Customer Service on Business
Growth of NCC Bank Limited”.
To gather comprehensive knowledge of the overall banking functions and the
expectations of the customers regarding the service level of the bank.
To identify the factors contributing to the attractive and operative performance of
the local branch of the bank.
To make a study of the facts in order to arrive at certain conclusion about overall
banking operation.
Critically analyst the functions and the operations of each level of the
organization of Export NCC Bank Limited.
To find out strength and weakens of the organization.
To learn how to use of the different ratios in practical fields.
To prevent current observation and unique aspects of the bank.
1.3 SCOPE OF THE STUDY:
While I preparing this report, I had a great opportunity to have an in depth knowledge of
all the divisional work practiced by NCC Bank Limited. It also helped me to acquire a
first hand perspective of a leading private Bank in Bangladesh. The scope of this report
is to analyze the operation of Export Department and to evaluate the performance of the
different departments of NCC Bank Limited.
1.4 METHODOLOGY:
The methodology of the report is stated below, which was appropriately exercised in
achieving the above stated objective.
This study is based on the statements and reports available form the Bank management
Information System. Beside these some secondary materials such as books, journals,
reports etc. have also helped in preparing the study.
Sources of Data Collection:
The data have been collected from the two following sources:
Primary Sources:
Face to face conversation with the respective officers & staffs of the Branch.
Informal conversation with the clients.
Personal observation.
Desks work in different sections/departments.
Secondary Sources:
Annual report of the Bank.
Consultation of related books and publications.
Different statements of branch.
Past work on it.
Various files, Balance sheet and various documents.
Data Processing:
Collected information was processed by the use of computer system. Detailed analysis,
working variables and working definitions has been embodied in the report.
1.5 LIMITATIONS OF THE STUDY:
It was difficult to communicate with the customer, as many of them were hesitant
to respond. Therefore, the sample size was not big.
Another limitation of this report is Bank’s policy of not disclosing some data and
information for obvious reason, which could be very much useful.
The outlet owners might have got a little biased on the fact. Because they thought
that the study was being prepared for the particular department.
Time limit of the study: I could not accommodate be able to spend enough time
to make an in depth study for excessive business in official works.
Location of the study: The study was conducted only on the head office & more
or less Branches level over all branches performance could not be evaluated for
time constraints.
Shortage of written materials
Fear of disclosure
Lack of sufficient time of bank personnel
In spite of all this, limitations I have tried to put the best effort as far as possible.
Chapter-2Overview of NCC Bank Limited
2.0 Organizational Overview of NCC BANK LIMITED.
NCC BANK LIMITED as the name implies a newly formed commercial bank but is the
first of its kind in Bangladesh. It has been incorporated in Dhaka, Bangladesh as a public
limited company and its Head Office of the Bank is located at 7-8 Motijheel Commercial
Area, Dhaka- 1000.
In the world of consumerism the business organization of the world strive for the
consumers satisfaction as a number one business strategy whatever may be the product
of the organization, either service or non service. Service is the product of bank. There is
a saying that customer service starts rights right from the stairs of the bank building. The
guard at the door is first person pep resents of the bank, receives a customer with wishes
in smiling face.
2.1 Historical Background of the NCC BANK LIMITED.:
NCC BANK LIMITED incorporated under the companies Act 1994, on the June 02,
1999. NCC BANK LIMITED. believes in togetherness with its customers, in its march
on the road to growth and progress with service. As a commercial bank we will do all
traditional banking business including introduction of a wide rang of savings and credit
products, retail banking and ancillary services with the support of modern technology
and professional skills.
The NCC BANK LIMITED. commenced formal commercial banking operation from
August 03, 1999 with the permission of Bangladesh Bank. The sponsors of the Bank are
leading business personalities and reputed industrialists.
The Bank has a sound capital base; its Authorized Capital is TK. 1000.00 Million while
its Initial Paid up Capital is TK. 225.00 Million subscribed by the sponsors. To solidify
its capital base further the paid up capital will raise to TK. 450.00 Million within a
reasonable period by public offering of shares of the Company.
The Bank will be immensely benefited furthermore from the able leadership of the
Chairman and the valuable advice and guidance of the Advisor.
The Board of Directors wants to carry out in the management this service industry's
entire administration and credit portfolio independent without any undue influence from
out side. The board will formulate policy and give policy directives to the Management.
The bank will operate with integrity, competence and farsightedness abiding by all
principles and provisions laid down in the Bank Company Act, 1991.
NCC BANK LIMITED will endeavor it’s best in consolidating this sector in helping
growth and development of the backward linkage industries. With continuous
dependence on the imported raw materials, the country’s RMG sector might find base
when the global apparel trade will be wide open in 2005 with the end of multi Fiber
arrangements. Development of composite textile sector may be helpful to get out of this
problem. Therefore, the NCC BANK LIMITED will lead its mite of the development of
this vital sector.
2.2 Mission of NCC Bank Limited.
The NCC Bank Limited has completed its successful existence on its career. Now it has
taken a revolution of its business operation in year 2006 searching for incremental
improvement in productivity, operational efficiency, and structure consequently. A new
organization structure has been developing according to business focus, priorities, and
competitive pressures.
2.3 Objectives of NCC Bank Limited.
To provide high quality financial services in export and import trade.
To provide excellent quality Customer services.
To maintain Corporate and business ethics.
To profit maximization.
To become a trusted repository of customers' money and their financial advisor.
To make our stock superior and rewarding to the customers/share holders.
To display team spirit and professionalism.
To have a Sound Capital Base.
2.4 Organizational Layout of NCC Bank Limited:
Advisor
Managing Director
Deputy Managing Director
Senior Executive Vice President
Executive Vice President
Vice President
Senior Asstt. Vice President Asstt Vice President Senior Principal Officer
Computer Operator Sub Staff
Chairman
2.5 Audit and Inspection:
During the year 2006, Bank's internal audit team conducted through inspection of all the
Branches. Bangladesh Bank also carried out inspection at Head Office and Branches
during the year.
2.6 Correspondent Relationship:
As correspondent Bank are the trade partners in handling International Trade, NCC Bank
Limited has established strong business network across the globe. The Bank has
established correspondent relationship with the major Banks. At present, the Bank has
more than 180 Correspondents. The Bank is well equipped to handle International Trade
at each corner of the world.
Senior Vice President
Principal Officer
Executive Officer
Officer
Asstt. Officer
Junior Officer
Management Trainee Officer
2.7 Human Resources Department:
There is no alternative to skilled and trained work force in service Industry. Bearing this
in mind the well educated, promising and honest workers are being appointed and
trained. Bank has given top priority for developing skilled work force and introducing
them with modern technologies with the purpose to develop quality customer services.
We have recruited experienced Bankers as well as fresh university graduates. The fresh
recruits are being trained through Bangladesh Institute of Bank Management (BIBM)
and other Training Institute.
2.8 Financial Products and Services:
The Bank has already introduced number of financial products such as Monthly Savings
Scheme (Money Grower) and Monthly Income Scheme (Steady Money), Lease Finance.
In addition, schemes like Consumers Credit, Credit Card, ATM, On Line Banking and
other lucrative schemes will introduce soon.
2.9 Future Prospect:
Banks drive towards market leadership as well as quality in choosing business will
continue during the year 2006 although competition intensified with the opening of more
financial institutions. The Bank is optimistic that the volume of business will increase in
the coming years through pragmatic and market friendly policies. The Bank shall
continue to explore new fields of investment and take steps to open new Branches for
banking and capital market related activities. We shall endeavor to adopt customer-
oriented policies and introduce new techniques that will help to earn profit and increase
greater confidence of the existing/ prospective customer.
2.10Present Organogram of Motijheel Branch:
NCC Bank Limited Motijheel Branch, Dhaka
Chapter-3
MANAGER VP
General Banking & 2nd Officer, SPO
Foreign Exchange Department Officer
Deposit In-charge Officer
Investment Department Management Trainee Officer
Management Trainee Officer
TO (IT)
Officer (Cash/Cash-In- Charge
JO (Cash)
TAO A/C Opening & Dispatch
AO Accounts & Others
TO (IT) PC Banking
Topic Analysis and Desciption3.1 General Banking
General banking is designed to provide financial services to the general people in saving
their money, smoothing transactions for businessperson and ensure security of the
precious wealth of the clientele. Bangladesh is one of the less developed countries.
Therefore, the economic development of the country depends largely on the activities of
commercial banks. So we need to emphasis whether these commercial banks are
effectively and honestly performing their functions, assigned duties and responsibilities.
In thus respect we need to know about the general banking function of those banks as
well as "The NCC Bank Limited." is to provide the general banking service.
Deposit:
A bank is essentially an intermediary of short-term funds. It can carry out extensive
lending operations only when it can effectively channels the saving of community. A
good banker is one who effectively mobilizes the saving by making it available to
productive and priority sectors of the economy thereby fostering the growth and the
development of the nation’s economy.
Therefore, deposit is the blood of a bank. From the history and origin of the banking
system, we can know those deposit collections the main function of a bank.
Accepting Deposit:
The deposits that accepted by NCC Bank Limited like other banks may be classified in
to,
(i) Demand Deposits
(ii) Time Deposits.
Demand Deposits:
These deposits are withdrawn without notice, e.g. current deposits. NCC Bank Limited
accepts demand deposit through the opening of;
A) Current Account
B) Saving Account
C) Call deposits from the fellow bankers
Time Deposits:
A deposit which is payable at a fixed date or after a period of notice is a time deposit.
NCC Bank Limited accepts time deposits through Fixed Deposit Receipt (FDR), Short-
term Deposit (STD) and Bearer Certificate Deposit (BCD) etc.
While accepting these deposits, a contract is execute between the bank and the customer.
This contract will be a valid one only when both the parties are competent to enter
contracts. As account opening initiates the fundamental relationship & since the banker
has to deal with different kinds of persons with different legal status, EXIM Bank
Officials remain very much careful about the competency of the customers.
3.1.1 Procedure for Opening of Accounts:
Before opening of a currents or savings account, the following formalities must be
completed by the customer:
Submit application on the prescribed form.
Furnishing photograph- 2 (Two) copies.
Introducer by an account holder.
Passport or commissioner/ Chairman identification certificate.
Putting specimen signatures in the specimen card.
Mandate, if necessary.
After fulfilling all the requirements, opens an account for the client and provide the
customer with a pay-in-slip book and a chequebook in case of savings account and
currents account.
3.1.2 Different types of Deposit Accounts and their Formalities:
The Bank provides different types of account under account facilities. These accounts
are classified as shown as,
Current Account:
Current account is an account is an account where the account holders can make
numerous transactions within a working day. There is no restriction on the number and
the amount of withdrawals from the current account within availability of funds. As the
banker is under the obligation to repay this deposit on demand, no interest is paid in this
account. Generally, current account is opened for businesspersons and trades for easy
transaction. However, a person can open CD account for special purpose. Requirements
for the different types of account holders are discussed below:
Types of current account that are provided by the NCC Bank Limited are as
follows:
In The Name of Individual:
The client has to fill-up an account opening form. Terms and conditions printed on the
back of the form. The form contains the declaration clause, special instructions etc. two
copies of passport size photograph duly attested by the introducer affixed with the form
and passport photocopy first one to five pages.
In Joint Name:
In this type, the formality is same as individual account, but in the special instruction
clause, either or ‘survivor’ or ‘former or survivor’ clause is marked
Proprietorship Firm:
There is a different account opening from for proprietorship firm provided by the NCC
Bank Limited. For this account, a customer must need to submit the following papers
with the form:
In addition, the customer has to submit the valid documents for Proprietorship
account
Introduction of the A/C.
Two photographs of the signatories duly attested by the introducer.
Copy of Trade Licence
Seal of the concern.
Passport or commissioner/ Chairman identification certificate.
Tax Paying Identification Number (TIN) along with the application.
Partnership:
In case of partnership account, the bank asks for,
A copy of the partnership agreement (Partnership Deed)
A letter signed by all the partners containing the following particulars.
That is signed by the importer and agreed with the terms and conditions.
Indenting registration number.
Goods are not of Israel and vassals to be used are not of Israel.
Insurance cover note with date of shipment.
Whether IRC is up to date or not.
Whether IMP form is dully filled up and signed.
The imported goods are marketable.
After scrutinizing all legal aspects entry is given to the margin register and charges,
commission and margin is realized.
Accounting Treatment:
Date Particulars Dr.(TK.) Cr.(TK)
Party A/C Dr. xxxx
Sundry Deposit margin on L/C Cr. xxxx
S. Deposit VAT on L/C Cr. xxxx
S. Deposit A/C tax deducted from L/C com. (Imp) Cr. xxxx
Income A/C Commission on L/C. Cr. xxxx
Income A/C Data Max Cr. xxxx
Income A/C Postage Charge Cr. xxxx
Income A/C Courier Charge Cr. xxxx
Income A/C Miscellaneous Cr. xxxx
Transmitting the L/C:
The L/C is transmitted to the advising bank for advising the L/C to the beneficiary. L/C
is generally transmitted through tasted telex or fax. Before transmission, a final
examination of the L/C contents is necessary for the issuing bank. It is customary to
advice a credit to the beneficiary for receiving L/C.
Add confirmation:
Very often advising bank receive request from the issuing bank to add their confirmation
while advising credit to the beneficiary. The advising bank can do it if there is prior
arrangement between advising and issuing bank or if it feels that the issuing bank is
repute and reliable institution and good enough to discharge this obligation.
Payment against Document (PAD)
The issuing bank starts PAD procedure after getting all documents from the exporter as
evidence of exporting goods. Documents required for PAD is mentioned below:
Original (Non-negotiable) bill of Leading.
Commercial Invoice.
Certificate of Insurance.
Certificate of Origin.
Bill of Exchange.
Pre-shipment Inspection Certificate.
Packing List.
Clean Report of Findings (CRF).
Examination of PAD Documents:
Scrutinizing documents is very important for the issuing bank. As after examining all the
documents the issuing bank will make payment to the negotiating bank. So any mistake
in the examination process may cost issuing bank.
Examining the Bill of Exchange:
It is drawn and duty signed by the maker indicating as the beneficiary.
It is drawn on the importer indicating him drawee.
L/C number quoted on it.
Tenors of the draft are strictly in conformity with the terms stipulated in the L/C.
Amount is identical.
Amount in words and in figures is same.
Examining the commercial invoice.
It is address to the importer.
It is dated, signed, and submitted in required number.
It must bear detailed description of goods that must tally with L/C and Bill of
Lading.
Price, quality, quantity etc. is corresponded to L/C.
It must be prepared in the language of L/C.
Invoice must bear L/C authorization and other relevant number.
Charges relevant to merchandise are included in the invoice and are permitted by
the L/C
Examination of Transport Document:
It is presented in full set of negotiable and non-negotiable copies.
Date of shipment on the Bill of Leading.
Bill of Lading must be made out in the name of bank notify the importer.
Description of goods in the Bill of Lading must agree with invoice and L/C.
Port of shipment and destination is as per L/C.
The sipping company of their agent signs bill of lading.
Examination of other documents:
Weight list, inspection certificate, quality certificate, certificate of origin, packing list
etc. Should agree with L/C terms and conditions and be signed by the appropriate
authority. These certificates are usually dated before the date of shipment.
Common Discrepancies of the Import Document
Following are the common discrepancies found in the documentary operation:
Inadequate number of invoice.
Submission of documents after expiry of L/C.
Late shipment or transshipment beyond L/C terms.
“One Board” endorsement unsigned or not dated on the Bill of Leading.
Specifications of goods are not as per terms of L/C.
Tenor of draft wrong.
Inconsistent documents presented.
Absence of some documents.
If any major discrepancies found in the documents, it is informed to the buyer for his/her
opinion. If discrepancies are minor then these are overlooked.
Lodgment and Retirement of Import Document are usually payment is given days of
documents received
Accounting treatment: When documents are received:
Date Particulars Dr.(TK) Cr.(TK)
PAD Cash A/C Dr.
ETCA Head Office ID Cr.
Income A/C Telex Cr.
Income A/C Interest on PAD Cr.
Income A/c Exchange on Earnings Cr.
xxxxxx
xxxxxx
xxxxxx
xxxxxx
When margin amount is transferred to PAD:
Date Particulars Dr.(TK) Cr.(TK)
Sundry deposit L/C margin A/C
PAD Account
xxxxxx
xxxxxx
When payment is made:
Date Particulars Dr.(TK) Cr.(TK)Party Account Dr. Customer liability Account Cr.
xxxxxx xxxxxx
Loan against Trust Receipt (LTR)
There may be situation where storage of collateral in an independently controlled field
warehouse is impractical. An improper may require the goods for further processing or
for displaying the merchandise in order to make the final sale. In such cases, a financing
institution that has a great degree of trust in the importer may be willing to release the
negotiable Bill of Lading and thereby the goods to the importer against the signing of
trust receipt. After the importer has made his/her final sale and received the proceeds,
he/she can pay the financing institution that he/she received as advance.
Loan against Imported Merchandise (LIM)
If the importer does not come to negotiate the shipping documents from the issuing bank
then it creates LIM through the bank clears the goods from the port and holds the goods
in its Godown. Beside the above as soon as the imported goods come to the port the
party may fall into financial crisis and requests the bank to clear the goods from the port
making payment to the exporter. In this case, the party later may take the goods partly or
fully from the bank by making required payment (if he/she takes the goods time to time
payment will be adjusted simultaneously.)
3.3.3 EXPORT SECTION
This section negotiates the export documents and collects and purchases the export bill.
The two types of credit facilities allowed by the bank to the exporter in relation to export
credit.
Pre-Shipment Finance.
Post-Shipment Finance.
Export finance arises from trade between two trades trading in two different countries. A
brief idea of the both categories is given below:
Pre-Shipment Finance:
When an exporter intends to ship the goods to an overseas buyer he/she needs fund for
purchasing goods to be exported. He/she may also depend upon the bank for arranging
credit for the supply of goods.
Post- Shipment Finance:
Post- Shipment Finance is more concerned with banks than Post- Shipment Finance.
This type of finance starts after the goods have been already shipped.
Function of Export Section
Export section performs different types of tasks such as:
Back to Back, L/C Open.
Foreign Documentary Bill for Purchase (FDBP).
Foreign Documentary Bill for Collection (FDBC).
Local Documentary Bill for Purchase (LDBP).
Local Documentary Bill for Collection (LDBC).
Secured Overdraft (SOD) Export.
Packing Credit (PC).
Accepted Bills Payable (ABP).
Opening Back to Back L/C
Back to Back, L/C is a secondary letter of credit opened by the advising bank in favor of
a domestic/foreign supplier. On behalf of the beneficiary original foreign L/C. As the
original letter of credit of bank by import letter, it is called Bank to Bank L/C. The
second L/C is opened on the strength of the original L/C for a smaller amount i.e.
maximum 75% is shipped under Lien and 10% under packing credit. There are different
types of BTB L/C opened by NCC Bank Limited.
Back to Back L/C (Local)
When the Back to Back L/C is opened for local purchase of materials it is called Back to
Back L/C (Local). It is generally payable within 90 days at sight
Back to Back L/C (Foreign)
When the BTB L/C is opened in a foreign country supplier, it is called BTB L/C
(Foreign). It is generally payable within 120 days at site.
Back to Back L/C (EPZ)
Another kind of L/C is for EPZ (Export Processing Zone). Here the exporter will import
accessories from EPZs in Bangladesh. There are six EPZs in Bangladesh of which four
are operating now. Here the L/C issued for EPZ (Export processing zone) though there is
foreign investors. The beneficiary party is EPZ. The code is 12 here in IBB, Uttara.
Branch charges less than foreign BTB L/C for opening this type of BTB L/C. Here the
negotiating bank may be local or foreign Bank. There are not too many L/C opened like
local or foreign, but this is encouraging for the exporter and less time consuming for the
exporter.
Back to Back L/C (EDF)
EDF stands for Export Development Fund that is provided by the ADB to Bangladesh
Bank for export promotion of Third-world-Country like Bangladesh. When the Bank is
not in a position to support the amount of back to back L/C then they apply for loans to
the Bangladesh Bank for Back to Back (EDF).
L/C Margin
L/C margin varies bank to bank and customer to customer. Generally, it depends on the
following factors:
Relationship between the banker and customer
Seasonal factor
Feature of the goods
EXP Form:
The exporter will first fill an EXP from declaring the amount to be export, item, and
quantity, Country etc. The EXP-form has a specific number given to the party. This
number is very important. Suppose the number is 1949 – 0135 – 03. This number will be
treated as the reference number on invoice (Where the price and quantity is mentioned
by the importer). A copy of (duplicate) is send to Bangladesh Bank. Original EXP form
is retained with the party. Triplicate is required for customer purpose. A quadruplet is
kept for office purpose. In Exp. form, Banks authorized officer will sign in two places
mentioning the date of Exp. The supplier must declare all export from Bangladesh on
EXP forms to the Bank enabling them to submit the duplicate within 14 days from the
date of shipment.
The shipper is required to repatriate the export proceeds within 4 months from the date
of shipment otherwise, penalty is imposed upon them. The following things are in EXP
form
Quantity of goods to be exported(pieces or dozens)
Item of the goods (Suppose men's shirt etc)
Amount in dollar or Euro (Amount will match the L/C value or may slight vary
for sampling and other purpose.)
Bill of Lading number
Carrying vessel no.
Date of departure
Last date of shipment
Mood of advising L/C
Whether transshipment is allowed
Export L/C number and date.
The application form along with other 3 papers (1) promissory note (2) Exchange form
with a forwarding that the party wants to open back-to–back L/C is submitted to the
bank. Before the procedure of Back-to-Back L/C, the party must submit the original
master L/C to the bank. The form is to be stamped under stamp act, enforce in
Bangladesh.
LCA form
L/C authorization form consists of six copies. First, copy the original one for exchange
control purpose, second copy is for custom purposes for delivery goods. Third and fourth
copy will be sent to the concerned licensing office. Fifth copy is for registration unit of
the Bangladesh bank. Sixth copy is retained in the Bank.
About the Master L/C
The original master L/C is a beneficiary note mentioning that the importer will pay the
money as soon as he receives the goods at his disposal. It may take three months or
more.
The L/C or letter of credit is a document or paper mentioning L/C no, terms and
condition from the importers parts, form of L/C revocable or irrevocable etc. (An
original master L/C is attached for reference in the next pages).
Latest date of shipment
Transshipment allowed or not
Issuing bank
Beneficiary name
Description of goods
Trade terms
Back to Back L/C opening Procedures:
The party will propose to open that back to back L/C with in the limit of original master
L/C. as discussed earlier the party will apply for opening BTB L/C. The following
procedure is followed.
In the L/C opening register, the following things will be recorded:
L/C No.
Beneficiary name
Importers name
Shipment date
Shipment expiry date
Goods of items
Master L/C No. and issuing bank, date of issuing
EXP No.
Commission charged
A certain amount will be paid as the commission for opening BTB L/C. This is 0.5% of
the total amount of L/C converted into Taka. For data transmission or courier charge or
postage charge, some fees will be deducted from party account.
Accounting treatment: The following vouchers are passed for opening back to back L/C.
Date Particulars Debit (TK.) Credit(TK.)
**** Party A/C
Income A/C – Commission on BTB L/C
Courier service/Datamax Charge
Stamp-in hand
*****
*****
*****
*****
Then the number will be inscribed in the L/C form. Other things will be printed on the
L/C as formatted. The amount and the L/C condition will be typed. The L/C consists of 3
copies. The original copy will be send to the importer bank. Second copy will be for
customer copy and the third copy is the office copy. The original copy after typed by the
computer in a formatted way checked and signed by the authorized officer with their P.A
number will be sent in an envelope writing the address of the importer bank.
A file will be open for the newly opened BTB L/C. The office copy will be attached at
the back of the file. On the file L/C number, amount and the date when opened L/C will
be written. Below the file party name and the address will be written. In this, file other
papers such as triplicate and quadruplet copy of Exp. form. Courier receipt, office copy
of FDBP and FDBP also kept.
Consideration for Back to Back L/C
Whether client can manufacture within the time-period.
The unit of the finished pro-forma invoice should be considering while allowing
margin.
Consider the expiry date and shipment date.
On-side inspection whether manufacturing is carried out.
Payment under Back to Back L/C
Deferred payment is made in case of Back to Back L/C as 60, 90, 120, 180days date of
maturity period. Payment will be given after realizing export proceed from the L/C
issuing bank from the abroad.
Reporting of Bangladesh Bank
At the end of every month reporting of Bangladesh Bank is mandatory regarding the
whole month’s export operation. The procedures in this respect are as follows:
To fill-up the E-2 / P-2 schedule of S-1 category. The whole month import
amount, quantity, goods category, country, currency etc. all are mentioned.
Respective IMP forms are also attached with the schedule to fill the E-3 / P-3 for
all invisible payment.
Original IMP is forwarded to Bangladesh Bank with mentioning invoice value.
Duplicate IMP is skipped with the bank along with bill of entry.
Amendment of L/C
In case of revocable L/C, amendment can be brought without prior notice of the
beneficiary or issuing bank. However, in case of irrevocable L/C prior notice of the
beneficiary is essential. Issuing bank will accept amendment of the L/C after getting
consent of both importer and exporter.
How amendment for BTB L/C is made:
Amendment can be made through Telex or courier. Telex copy is retained in the L/C
file. Message given by the telex is very easy. Just send message through Telex that how
much the amount would be or the new shipping date or the quantity changed.
The party will make an application to the manager of the branch for the necessary
amount to done. The followings things are amended:
Value of the L/C
Quantity of the goods
Shipping date
Value of the L/C:
If the value of the BTB L/C increases it will be treated as a new L/C. L/C commission
will be taken from the party in addition to the old L/C. In L/C opening register, the
value will be included. Other charges like L/C opening amendment commission,
Datamax charge or the courier charge will be taken from the party. In the BTB L/C
liability, register liability is created and the liability voucher is passed. While amending,
the following accounting treatment is done:
Date Particulars Debit Credit
**** Party A/C
Commission on L/C amendment
Datamax Charge
*****
*****
*****
Export procedures:
A person desirous to export should apply to obtain ERC form CCLNE. Then the person
should take step for export purpose into the bank for obtaining EXP form. He/she must
submit the following documents:
Trade license.
Export registrations certificate (ERC).
Certificate from concerned Government Organization.
After satisfaction on the documents, the banker will issue EXP from to the exporter.
Now exporter will be getting shipping and other documents form the shipment
procedure. Exporter should submit all these documents along with letter of indemnity to
bank for negotiation.
Documents of Export:
Following major documents are required for export purpose:
Commercial Invoice.
Bill of Lading.
EXP form.
Bill of Exchange.
L/C copy.
Packing List.
Certificate of Origin.
Quality Control Certificate.
Weight list.
Inspection Certificate.
Procedures for Collection of Export Bill
There are two types of procedures regarding collection of Export Bill:
Foreign Documentary Bill for Collection (FDBC).
Foreign Documentary Bill for Purchase (FDBP).
Foreign Documentary Bill for Collection (FDBC)
Exporter can collect the bill through negotiating bank on the basic collection Exporter in
this case will submit all the documents to the negotiating bank for collection of bill from
inspector. The exporter will get money only when the issuing bank gives payment. In
this connection bank will scrutinize all the documents as per terms and conditions
mentioned in L/C.
Accounting treatment:
Date Particulars Dr.(TK) Cr.(TK)
Head office Account Dr.
Party Account Cr.
Govt. Tax Account (@o.25% of invoice value) Cr.
Postage Account Cr.
*****
*****
*****
*****
Income Account profit on Exchange Cr. *****
FDBC Register:
Entry given twice in this register.
When document is forwarded to the issuing bank.
When proceeds realized
Foreign Documentary Bill for Purchase (FDBP)
When exporter sale all the export documents to the negotiating bank then it is known as
FDBP. In this case, the exporter will submit all the documents to the bank. The bank
give 60%-80% amounts to the exporter against total L/C value.
Accounting treatment: Before realization of proceeds:
Date Particulars Dr.(TK) Cr.(TK)
FEBP Account Dr.
Customer Account Cr.
*****
*****
Adjustment after realization of proceeds:
Date Particulars Dr.(TK) Cr.(TK)
Head office Account Dr.
FDBP Account Cr.
*****
*****
Local Documentary Bill for Purchase (LDBP)
Incoming of L/C customer with the L/C to negotiate.
Documents given with L/C.
Scrutinizing documents as per L/C terms and conditions.
Forward the documents to L/C opening bank.
L/C issuing bank give acceptance and forward acceptance letter.
Payment given to the party by collection basis or by purchasing
Accounting Treatment:
Date Particulars Dr.(TK) Cr.(TK)
**** LDBP Account Dr.
Party Account Cr.
Commission Account Cr.
Interest account Cr.
*****
*****
*****
*****
Packing Credit (PC)
It is one kind of credit sanctioned by the department to meet the exported goods
shipment timely. The bank will give the facility after deduction of back to back L/C
value.
Secured Overdraft (SOD)
Secured overdraft is one kind of credit facility enjoying by the exporter from export
section. It is generally given to meet the back to back L/C claim. Sometimes it is given
to the exporter by force for meeting the back to back L/C claim due to delay of Master
L/C payment.
Accepted bill for payment (ABP)
The party after receiving the goods will pay for the importers. This will obviously done
by the party's bank. With ABP the party can make the payment at a latter time after
receiving his payment against the original L/C. He may take 90 days or 120 days for this
purpose. This arrangement is called accepted bill for payment. This means that the bank
has accepted the bill from the importer for payment. The importer must have sent the
documents to the branch bank. The document includes bill of lading, commercial
invoice, certificate of origin, packing list, DHL receipt etc.
ABP Process
Upon receive the documents an ABP no will be given on the documents and on the L/C
file. In the ABP register, the number is given first with the date of maturity and due date.
In the ABP liability register, a liability will be created debiting banker's liability on ABP
and crediting customer's liability on ABP.
Date Particulars Debit Credit
**** Bankers Liability on ABP
Customers liability on ABP
*****
*****
The document received from the exporter from whom BTB L/C opener imports goods
handed over to the party. Then the question of payment comes. At the maturity/due date,
the branch bank will pay to the negotiating bank of the importer. Maturity date should be
convened to the negotiating Bank.
3.3.4 FOREIGN REMITTANCE SECTION
Different funds are mobilized from foreign country to our country through the foreign
remittance section. Purchase of currencies institutes inward foreign remittance and sale
of foreign currencies constitutes outward foreign remittance. NCC Bank Limited has a
rich environment where funds flow from different countries. The transaction of the
authorized dealer in foreign exchange involves either inward or outward remittances of
foreign exchange between the two countries. NCC Bank Limited has authorized has
authorized dealership. Different branches of NCC Bank Limited such as Motijheel
branch to its customers. NCC Bank Limited foreign remittance facilities include FBC,
LFBC purchase, and sale of FCY, FTT, and traveler's cheque, FBP.
Remittance procedure of Foreign Currency
There are two types of remittance:
Inward Remittance.
Outward Remittance.
Inward remittance: Inward remittance can be divided into different types.
These remittance procedures are describe in the following:
Foreign Demand Draft (FDD)
If any draft is send to the name of any organization from abroad then the draft is fill-up
from “C” where the draft holder is to fill-up who has send this draft, from where this
draft has been sent etc. whether family purpose or not, if the draft has been family
purpose then no VAT is required against the draft. For payment of draft concerned
officer maintains a register, which is called Register for foreign Currency paid.
Telegraphic Transfer (TT)
TT is one of the important tools of foreign currency from one country to another. The
person who wants to send TT to the abroad at first he /she has to deposit amount
mentioned in voucher to the cash department. The bank branch through their respective
NOSTRO account that is maintaining any foreign bank account outside the country
generally performs it. The originating bank send a message to the paying foreign bank
for making payment against the mentioned TT accounts number. The foreign make
payments to the party and make debit ‘account’ against respective bank. At the same
time foreign bank send advice to Head Office ID division for acknowledgement the
payment.
Outward Remittance: Outward remittance includes sales of TC and FC notes
etc.
Sales of TC and FC Notes
To get TC and FC notes at least the customer has to submit an application form filling up
the required column, which is formatted by the bank, is called T/M form. After checking
the form, the desk officer passes voucher and issues a TC and gives cash dollar to the
customer. In both the cases, the banker endorses total amount in customer’s passport.
The bankers require photocopy of customer's passport (page one to seven) and
endorsement paper. The charge of endorsement taken by the branch is Tk.300 only. Sale
of TC and FC and Notes amount varies from different countries.
3.4 Financial Statement Analysis
Financial Statement Analysis is the combination of some tools and techniques that used
to identify the relationship between the items and group of items of income statement,
Balance Sheet. Financial Analysis is the selection, evaluation, and interpretation of
financial data, along with other pertinent information, to assist in investment and
financial decision-making.
Financial Analysis is the assessment of a firm's past, present and anticipated future
condition. This is done by means of comparison, evaluation, and trend analysis. It
objective is to determine the firm's strength and identify its weakness. Financial analysis
may be used internally to evaluate issues such as employee performance, the efficiency
of operations and credit polices, and externally to evaluate potential investments and the
credit-worthiness of borrowers, among other things.
Financial Statements Includes:
Income Statement
Balance Sheet
Cash flow statement
3.4.1 Techniques of Financial Statement Analysis:
Trend analysis
Common – size statement analysis
Ratio analysis
3.4.2 Types of Comparison:
o Horizontal analysis or Time series analysis
o Vertical analysis or Cross sectional analysis
o Combined analysis
Horizontal analysis or time series Analysis
Time –series analysis evaluates performance over time. Comparison of current to past
performance, using ratios, allows the firm to determine whether it is progressing as
planned. Developing trends can be seen that using multiyear comparisons and
knowledge of these trends can assist the firm in planning future operations.
Vertical analysis or Cross sectional analysis
Cross sectional analysis involves the comparison of different firm's financial ratios at the
same point in time. The typical business in interested in how well it has performed in
relation to other firms in its industry. Often, the reported financial statements of
competing firms will be available for analysis. Frequently, a firm will compare its ratio
values to those of an essential competitor or group of competitors that it wishes to
emulate
Combined analysis
The most informative approach to ratio analysis is one that combines cross- sectional
and time – series analysis. A combined view permits assessment of the trend in the
behavior of the ratio in relation to the industry.
3.4.3 Ratio analysis:
Ratio analysis is a technique of financial analysis by which relationship between items or
group. Groups of items are identified in terms of ratio, percentage, and times to assess
the financial condition of the business concerning the following aspects:
Liquidity
Profitability
Rate of return
Long term Solvency
Activity Ratio
Market Measure
Ratio analysis involves of calculating and interpreting financial ratios to assess the firm's
performance. The basic inputs to ratio analysis are the firm's income statement and
balance sheet.
3.4.4 Four aspects of Ratio Analysis:
I. How liquid is the firm?
II. Is management generating sufficient profits from the firm's assets?
III. How does the firm's management finance its investment?
IV. Are the common stock holders receiving sufficient returns on investments?
3.4.5 The Standards of Comparison used in ratio Analysis Conventional Standards
Past years / Previous years Ratio
Competitors
Industry (combination of some firms)
Projected Ratio
3.4.6 NCC Bank Limited Financial Administration Division, Head Office
7-8, Motijheel Commercial AreaDhaka – 1000.
Consolidated Balance Sheet for the Two Years ended December 31, 2004
2004 2003PROPERTY AND ASSETSCash: In hand (including foregin currencies)With Bangladesh Bank and sonali Bank (including foreign currencies)
190,152,3341,019146,505
129,871,767563,793,875
1,209,298,839 693,665,642
Balance with other banks and financial institutionsIn Bangladesh Outside Bangladesh
748,832,964461,948,589
805,135,395319,241,380
1,210,781,553 1,124,376,775
Money at call and short notice - 605,000,000
Investments (shares and bonds):Government securitiesOthers
1,500,689,60042,295,814
2,200,360,200176,713,581
1,542,985,414 2,377,073,781
Investments: General investments Bills discounted and purchased
18,005,716,8161,326,719,256
11,324,591,109964,529,067
19,332,436,072 12,289,120,176
Fixed assets 150,822,688 127,724,487
Other assets 909,426,885 671,696,525
Non-banking assets
Total assets 24,355,751,451 17,888,657,386
2004 2003LIABILITIES AND CAPTALLiabilities:Borrowing from other banks, financial institutions and agents
Deposits and other accounts:Al wadeah current deposits and other accountsBills payableMudaraba saving bank deposits Mudaraba term deposits Call depositsForeign currency deposits
Capital/shareholder’s equity:Paid up capital Proposed issue of bonus sharesshare premium Dividend equalization account Statutory reserve
627,750,000251,100,00094,162,50062,775,000
357,329,881
313,875,000-
82,575,000-
228,202,241
Retained earnings 6,887,359 123,621,836
Total Shareholder’s equity 1,400,004,740 748,274,077Total liabilities and shareholder’s equity 24,355,751,451 17,888,657,386
OFF BALANCE SHEET ITEMS
Contingent Liabilities Acceptance And Endorsements- Letters of guarantee Irrevocable letters of credit Bills for collection Other contingent liabilities
NCC Bank Limited Financial Administration Division, Head Office
7-8, Motijheel Commercial AreaDhaka – 1000.
Consolidated Income Statement for the Two Years ended December 31, 2004
2004 2003
Investment income 1,820,283,897 1,396,081,422Profit paid on deposits, borrowings, etc. (1,425,511,622) (1,121,309,068)Net investment income 394,772,275 274,772,354Income from investment in shares/securities 78,639,501 121,535,735Commission, exchange and brokerage 597,695,893 379,929,474Gain on sale of investment in shares 73,643,453 9,669,915Other operating income 74,325,865 54,696,256Total operating income 1,219,076,987 840,603,734
Salaries and allowances 183,089,157 134,004,574Rent, taxes, insurance, lighting, etc. 50,456,074 41,076,938Legal expenses 1,090,982 522,184Postage, stamp, telegram and telephone 20,740,411 14,677,332
Audit fees 181,750 156,750Stationery, printing, advertisement, etc. 18,993,547 13,299,014Managing Director’s remunerating 2,400,000 2184,000Managing Director’s fees 317,500 292,500Directors’ fee 3,130,000 2,613,672Depreciation on and repairs to Bank’s property 26,127,561 19,733,147Other expenses 76,742,592 49,318,699Total operating expense 383,269,574 277,941,810Profit before provisions 835,807,413 562,661,924Provision for investment 190,169,211 84,154,418Profit before tax 645,638,202 478,507,506Provision for tax 263,840,039 223,715,350Profit after tax 381,798,163 254,792,156Profit available for appropriation 387,114,999 219,323,337Appropriations: 380,227,640 95,701,501Retained earnings carried forward 6,887,359 123,621,836Earnings per ordinary share 60.82 81.18
3.5 Customer Service on Business Growth
Bank is service provider. They provide various kinds of service for their customer
satisfaction. Here describe about some service that’s helps for business growth.
3.5.1 Office Automation:
From the very first day of operation, the bank is fully automated with computer. The
Bank is capable of generating the relevant financial statements at the end of the day.
Bank has also launched a Web Page of its own to take place in the World Wide Web.
Website is www.nccbank-bd.com Basic Accounting Systems of the Bank Branches has
been automated to optimize benefits and increase overall efficiency for superior
customer services by way of increased speed, accuracy and ensures security. The Bank
has continuously looked for more and more sophistication and efficiency. Online
Banking and credit card has already introduced.
3.5.2 The Sources and Uses of Fund:
The compositions of sources of Banks fund are Paid-up Capital, Reserves, Customers
Deposit, and Call Loan from different Banks. The Bank used major portion of this fund
for Investment in Loans and Advances. The Bank also invested in Securities and Shares.
The surplus fund was prudently applied in Call Money Market to earn satisfactory
returns.
3.5.3 Branch Expansion:
The Bank started its journey in 1993 with two Branches one in Dhaka Metropolitan and another is in Chittagong. In the year 2005, the total number of Branches stood at 29 Branches with in short time and the proposed Branches are five. The following 29 Branches are now doing its Business in different District:
DHAKA
Gulshan New Eskaton
Uttara
RajukAvenue
Motijheel
Panthapath
Immamgonj
Nowabpur
Elephant Road
Mirpur
Chittagong
Agrabad
Khatungonj
Jubilee Road
3.5.4 Capital & Reserve fund:
The authorized capital of the bank is TK. 1000 million and the paid up capital of the
bank is Tk. 1400.00 million as of December 31, 2004. The bank also maid a 1% general
provision on unclassified investments of the Bank, which amounted to Tk.188.22
Million.
3.5.5 Deposit:
The Bank mobilized total deposit increased to Tk.19078.18 million as on December 31,
2004 from Tk.15242.97 million as at the end of the previous year indicating an increase
of 25.16% than the previous year. We remain committed to increasing our deposit base
by growing low cost personal, business accounts, and thereby lowering our overall cost
of fund.
Noakhali Sonaimuri
Comilla Laksham
Narayangonj Narayangonj BR
Shimrail
Gazipur Gazipur Chowrashta BR
Sylhet Sylhet BR
[Source of Data: Annual Report 2003, 2004
3.5.6 Investment Portfolio:
The total investment of the Bank stood at Tk.19332.44 million as on December31, 2004
was against Tk.12289.12 million in the previous year showing an increase of 57.31%.
The notable investment represents deployment in Treasury bills, Shares, Prize Bond, and
others.
[Source of Data: Annual Report 2003, 2004]
Investments( Share & Bonds):
The Size of the investment portfolio in 2004 is Tk. 1542.99 millon. The portfolio
Comprises Share’s and Prize Bonds.
[Source of Data: Annual Report 2003, 2004]
3.5.7 Foreign Exchange Business:
Import Business:
From the very beginning, the Bank has embarked on extensive Foreign Exchange
Business with a view to facilitating international trade transactions of the country. The
total import business handed by the Bank during 2004 was Tk.26481.80 million
compared to the previous year showing an increased rate of 39.05%. The main items of
import were Industrial raw materials, Consumer goods, machinery, fabrics, accessories
etc.
[Source of Data: Annual Report 2003, 2004]
Export Business:
The total export business handled by the bank during 2004 was Tk.22418.40 million
compared to Tk.15124.60 million in the previous year showing an increased rate of
48.22%. Export item handled by the Bank includes Jute, Jute goods, readymade
garments, leather and leather goods, etc.
[Source of Data: Annual Report 2003, 2004]
Foreign Remittance:
Foreign Remittances handled by the Bank stood at Tk.113.79 million as of December31,
2004. Countries from which inward foreign remittances were received included USA,
UK, Canada, Japan, Taiwan, KSA etc.
3.5.8 SWIFT Services:
The SWIFT service helped us in sending and receiving the messages and instruction
related to our NOSTRO account operation and L/C related matters. We have brought six
of our Branches under SWIFT network. Other Branches will come under the network
hopefully by the year- 2006. Besides, we have BKE arrangements with 430 Bank
Branches in 100 countries
3.5.9 Customer Service of NCC BANK LIMITED.:
Customer Service on Business growth NCC BANK LIMITED employees is always
ready to help them. That they are always help how can reduce the expenditure and
increased income. They do a lot for customer Faber for those reasons customer get more
facilities. NCC BANK LIMITED makes their system-computerized system for that they
can save their time and money. Banks invest money for customer business growth. In
some time Bank give customer Bank guarantee in international sector which help
customer to do business in abroad. After consideration, every thing we can say that
performance of NCC BANK LIMITED help to increase the growth in nation and
international sector at the Faber of the customer.
3.5.10 Data Analysis and Interpretation Based on Questionnaire and Interview about “Customer Service on Business Growth of NCC BANK LIMITED.”
What is your opinion about the banking environment of NCC BANK LIMITED?
Table-1SL No.
Comments Interviewees
No. of persons Percentage(%)1 Very Good 7 352 Good 12 603 Fair 1 54 Poor 0 0
Total 20 100
Interpretation: From the above data analysis we can see, most of the clients agreed that the banking environment of NCC BANK LIMITED is good. Some people commented it is very good and a few said it fair.
Employees are always ready to help/co-operate the customers. Do you agree?
Table-2SL No.
Comments Interviewees
No. of persons Percentage(%)1 Yes 19 952 No 0 03 Sometimes 1 5
Total 20 100
Interpretation: Analysis shows that most of the clients agreed that the employees are always ready to help them. They are very cooperative.
Do you think customers are getting more facilities here in comparison with other banks?
Table-3SL No.
Comments Interviewees
No. of persons Percentage(%)1 Yes 12 602 No 0 03 Not all cases 8 40
Total 20 100
Interpretation: From the analysis we can see that, customers are getting more facilities comparing to the banks. At the same time, a large number of clients expressed that in some specific cases such as interest rate etc. they are getting more facilities, but not all sectors of banking service.
How do the employees behave with the customers?
Table-4SL No. Comments Interviewees
No. of persons Percentage(%)1 Very cordial 14 702 Satisfactory 6 303 Rude 0 0
Total 20 100
Interpretation: From the analysis it is found, most of the clients agreed that the employees are well behaved with the clients.
Do you think NCC BANK LIMITED is using modern technical equipment?
Table-5SL No. Comments Interview
eesNo. of persons Percentage(%)
1 Yes 4 202 No. 2 103 Need modification 14 70
Total 20 100
Interpretation: Our data analysis shows that majority of the person support that they should modernize their equipment for banking service. Very few customers are satisfied with their technical support.
Do you think they are providing prompt service at cash section?
Table-6
SL No. Comments IntervieweesNo. of persons Percentage(%)
1 Yes 2 102 No. 8 403 Should be fast 10 50
Total 20 100
Interpretation: Our data analysis shows that customers are not satisfied with the cash
service. Support that they should modernize their equipment for banking service. Very
few customers are satisfied with their technical support.
"Where credit and commerce integrates"- The slogan of NCC BANK LIMITED.
Do you think they are maintaining their service quality according to their
slogan?
Table-7
SL No. Comments IntervieweesNo. of persons Percentage(%)
1 Certainly 6 302 Most of the time 9 45
3 Should extend their service 5 254 No 0 0
Total 20 100
Interpretation: From the above analysis we can see, most of the time they are
maintaining the quality and they are trying to expand their service in the whole country
as well as all over the world.
Modern technological changes should be added to improve the service like
ATM machines, Do you agree?
Table-8
SL No. Comments IntervieweesNo. of persons Percentage(%)
1 Definitely 20 1002 Not essential 0 0
Total 20 100
Interpretation: All the people want that the bank should take initiative to start many
other facilities with its present operations.
9. They should open more branches in Dhaka City as well as the other cities
of the countries. Do you agree?
Table-9
SL No. Comments IntervieweesNo. of persons Percentage(%)
1 Obviously 20 1002 Not needed 0 0
Total 20 100
Interpretation: Data revealed that all the clients want that they should open more
branches in Dhaka city as well as the whole country.
10. What is your suggestion to improve the service quality of EXIM Bank of
Bangladesh Limited?
In order to improve the service quality customers expressed different opinion in their
point of view. I can summarize their opinion, which is the gist of their suggestions. They
have to take some more steps to improve the service quality. Each department of the
bank should be computerized. The cash transaction process would be easier and prompt
that it would take a very short time. More branches should be opened in Dhaka City and
the other cities of the country. They will have to start consumer credit scheme and other
schemes that will help the consumer. It is badly needed to provide modern banking
services such as credit card, ATM card, visa card etc. NCC BANK LIMITED is
providing better service comparing to other private banks. However, there are almost
fifty-two banks in our country. In the near future, some new banks are going to be
opened. Therefore, in order to compete in the market NCC BANK LIMITED should be
very careful about their service. They will have to improve their service quality and
provide more facilities
.3.6 SWOT Analysis of NCC BANK LIMITED.
SWOT Analysis is an important tool for evaluating the company's Strength, Weakness,
Opportunities, and Threats. It helps the organization to identify how to evaluate its
performance and scan the macro environmental, which in turn would help the
organization to navigate in the turbulent ocean of completion.
Strength:1. Top Management:
The top management of the Bank is an essential strength for the NCC BANK
LIMITED . and contributed heavily towards the growth and development of the Bank.
The top management officials all have had reputed of Banking experience, skill and
proficiency.
2. Company Reputation:
NCC BANK LIMITED. has created standing in the Banking industry of the country
chiefly among the new comers. NCC BANK LIMITED has already established a firm
grip in the Banking sector having tremendous growth in the profits and deposits within a
phase of five years.
3. Modern facilities and computer:
From the very beginning of NCC BANK LIMITED tried to furnish their work
surroundings with modern equipment and facilities. For the speedy services to the
customer, NCC BANK LIMITED has installed money-counting machine in teller
counter. The Bank has computerized banking operations under the software called PC
bank. More over computer, printed statements are available for internal use and
occasionally for the customers. NCC BANK LIMITED. is equipped with Telex, Fax, or
Swift facilities.
4. Stirring Branches:
From the formative stage, NCC BANK LIMITED. tried to furnish their branches by
impressive style. This well decorated branch gets attention of the potential customers;
this is one kind of positioning strategy.
5. Interactive corporate culture:
The corporate culture of NCC BANK LIMITED Ltd. is very much interactive compare
to our other local organization. This interactive environment encourages the employees
to work attentively. Since the Banking job is routine work oriented, NCC BANK
LIMITED. friendly, interactive and lovely environment boosts up the work capability of
the employees highly qualified.
Weakness:1. Advertising and promotion:
Advertising and promotion is the one of the weak point of NCC BANK LIMITED does
not have any effective truck for aggressive marketing activities. This lacking pushes the
bank far behind from the other competitor.
2. Disguised Employment:
Reference appointment is very much effective in NCC BANK LIMITED. Because of
this, there are many people who are only drawing salaries at the end of the month but
making a minimum contribution towards the organization. In addition, this related to the
problem of reference appointment. On the other hand, officers work hard but are not
appreciate accordingly. Those frustrated officers leaving the bank to other bank.
3. Limitation of Information system (PC Bank):
PC bank is not comprehensive banking software. It is desirable that a more
comprehensive banking system should replace PC Bank system.
4. Law remuneration Package:
At the entry level and mid level officers experiences considerable low remuneration
packages than DBL and PBL. This low pay structure does not attract potential MBA and
BBA; they are interested to join other banks instead of joining NCC BANK LIMITED
Ltd. Heavily Depends a Head Office for Decision-Making.
Opportunity:1. Diversification:
NCC BANK LIMITED can pursue a diversification strategy in expanding its current line
of business. The relationship management can consider options of starting merchant
banking or diversify in to Leasing and Insurance. By expanding business portfolio,
EXIM Bank can shrink business risk.
2. ATM:
This is the fastest growing modern banking concept. NCC BANK LIMITED should
lunch ATM. It can form an alliance with other contemporary banks in lunching the
ATM. Standard Chartered, The City Bank and Dhaka Bank already successfully
launched ATM.
3. Tele banking:
These are the new retail banking services provided by the foreign banks. NCC BANK
LIMITED can evaluate the option of launching credit cards and Tele banking system.
4. In addition of those things, NCC BANK LIMITED can introduce special corporate
scheme for the corporate customer or officer who have an income level higher from the
service holder. At the same time, they can introduce scheme or loan for various service
holders. Moreover, the scheme should be separate according to the professions, such
engineers, lawyers, doctors etc.
Threats:1. Contemporary Banks:
The contemporary Banks of NCC BANK LIMITED like Dhaka Bank, Prime Bank,
Dutch-Bangla Bank, IFIC Bank are its major rivals. They are carrying out aggressive
campaign to attract lucrative corporate clients as well as major depositors. EXIM Bank
should remain vigilant about the steps taken by these banks, as these will in turn affect
EXIM Bank strategies.
2. Multinational bank:
The rapid expansion Multinational bank poses a potential threat to the new PCB's. Due
to the booming energy sector, more foreign banks are expected to operate in Bangladesh.
Moreover, the already existing foreign banks such, as Standard Chartered is new pursing
an aggressive branch expansion strategy. Since the foreign banks have tremendous
financial strength, it will pose a threat to local banks to a certain extent in terms of
grabbing the lucrative clients.
3. Upcoming pharmaceuticals:
The upcoming private local banks can also pose threats to the PCB's. It is the expected
that in the next few years more local private banks may emerge. If that happens the
intensity of competition will rise further and banks will have to develop strategies to
compete against an on slaughter of foreign banks.
4. Default Risks:
The default risks of all terms of loan have to be minimizing in order to sustain in the
financial market. Because default risk leads the organization towards to bankrupted.
NCC BANK LIMITED has to remain vigilant about this problem so that proactive
strategies are taken to minimize this problem if not elimination.
5. Default Culture:
Default Culture is very much familiar in our country. For a bank is very harmful. As
NCC BANK LIMITED is new, it has not faced seriously yet. However the bank grows
older it may be ill with this situation.
Chapter-4 Findings of Studies
4.0 Findings in different sections of the Bank:
General Banking Department:
In general banking department, they follow the traditional banking system. The
entire general banking procedures are not fully computerized. Therefore, some
processing for example collecting money from the deposit take a long time to
perform.
There is no computer in Accounts opening section. That's why the service is not
as prompt as the customer demand.
Lack of variety services is also a drawback of the general banking area of the
NCC BANK LIMITED. The bank provides only some traditional limited
services to its client. Consequently, the bank is falling behind in competition.
There are not using Database Networking in Information Technology (IT)
Department. So they have to transfer data from branch to branch and branch to
Head Office by using Floppy disk and sure it is not a good system.
In case of opening an account, some big parties are come to open accounts in
reference with the high officials of the bank. They do not submit all papers that
required opening an account and in future they do not feel any urge to submit
those papers but already they become accounts holders. I think that in this case
the authority is violating the rule.
According to some clients opinion introducer is one of the problems to open an
account. If a person who is new of the city wants to open account, it is a problem
for him/her to arrange an introducer of SB or CD accounts holder.
Encoding & decoding process of test number consume most of the time of the
officer who works in that desk. However, a simple computer program could do
the same if the desk were computerizing.
Credit operations Department:
Political influence is one of the major problems in Bangladesh. Due to political
intervention, the bank becomes obliged to provide loans in most of the cases,
which are rarely recovered. Bank has to face this in convenience situation almost
every year.
The credit operations department takes a long time to process a loan because the
process of sanctioning loan is done manually.
The employee unlawfully help the client deliberately overvalues Some times the
securities taken against the loan. Therefore, if the client fails to repay the loan the
bank authority cannot collect even the principal money invested by the selling
those assets. In addition, a very important factor leads to loan default.
Credit Information Bureau (CIB) reports is not readily available from
Bangladesh Bank.
Bank should provide advances towards the true entrepreneur with considering
conventional system of security collateral, more over, the whole process
completed with in an expectable time.
Foreign Exchange Department:
In the foreign exchange department, it is required to communicate with foreign
banks frequently and quickly. To make the process easily modern
communication media for example e-mail, Fax, Telex, Swift, Internet etc. used.
However, the bank has not so much practice of using these media.
The bank may give more to its customer better service if all of its departments
are computerized and incorporated under local area network (LAN).
There is no training institute of NCC BANK LIMITED, which is very essential
for employees for betterment for the job.
Chapter-5
5.0 RECOMMENDATION
In the light of the above studies I have found that banking sector requires to be studied in
right perspective and individual bank has map out its own course of action/business
strategy. To survive and to do well with the notion of survival of the fittest, here I have
attempted to draw some recommendation in the light of my study at NCC BANK
LIMITED
Banking is a service- oriented marketing. Its business profit depends on its service
quality. That's why the authority always should be aware about their service quality.
Increase Promotional Activities
NCC BANK LIMITED should pursue an aggressive advertisement campaign in order to
build up a strong image and reputation among the potential customers. It must give up
the idea of maintaining a low profile in the market. Rather, it should come in to the
limelight through an aggressive marketing campaign such as advertisement in the
newspaper and magazine, more billboard and neon signs, publicity messages and
promotional campaigns. Bank can also pursue promotional campaigns with its customers
particularly the corporate clients in order to build up a stronger rapport with them.
Advertisement to be made in Newspaper/Journal/Magazine/, Television etc. Television
advertisement is also a major method for attracting the potential customers. The bank
can sponsor sports event of the country.
Rearrange Recruitment Process:
Recruitment should be in a systematic and effective process that can make sure that the
right people are in the right place. Now as the bank is expanding, it must focus on
attracting, getting and retaining qualified personnel for filling up the positions. It rather
then getting is worth spending more or attracting qualified human resources the wrong
people in the wrong position.
Eliminate Reference Appointment Tendency
NCC BANK LIMITED management and particularly the board of directors must change
the system of appointing people by giving their reference. It has been deeply observed
that most of the reference appointees are not up to the standard and have a poor
performance. For the good future of the bank and make further strengthening the banks
quality of workforce reference appointment should be stopped immediately.
Up Gradation of service quality
Compare to other competitor and multinational banks NCC BANK LIMITED failed to
provide better services to its customers. The service is worst in the general banking
division where the retail customers are not getting the service properly. The management
has to take special care and steps to improve this situation. People of this area should be
more skilled and well trained.
Restructuring Remuneration Package
The present compensation package at NCC BANK LIMITED is not very special and not
capable to attract quality personal to fill its position. Many skilled and devoted officers
of the bank are depressed with their compensation package. The foreign banks pay
almost double and other private banks have a higher scale than NCC BANK LIMITED it
is high time that the management should consider revising the remuneration package in
order to attract quality human resources.
Advance banking software
PC banking software is not sufficient software that can help the bank to provide speedy
services to customer and internal uses. Therefore, the concerned authorities should
consider replacing the PC bank system with more advances banking software.
Establishing Library
Sufficient books on banking and finance and other necessary journals are not available in
the bank. The bank authority should enrich its collection in order to keep all necessary
references available to the employees as needed. This step will able to make employees
knowledge on banking different critics and current banking events.
Appointing a Relationship Manager
NCC BANK LIMITED should start to appoint a relationship manager (who will deal
with individual customer and try to solve their problems) in their all branches.
Be Innovative
To seize the market leading position NCC BANK LIMITED should be innovative. They
should always think about the present time and the requirement of the situation. They
have always implemented modern technologies and facilities. In terms of modern
technologies and services hey are far behind from other competitor.
NCC BANK LIMITED should offer automated teller machines (ATM) card
introduced as soon as possible because of its prevailing demand of the customer
and the customer is now transferring in the technology based.
NCC BANK LIMITED should special gift like pen, key ring, Moneybag; Knife
etc. embossed NCC Bank's monogrammed to be provided to the customer.
Times of interest earned is not enough the NCC BANK LIMITED should
improve the times of interest position for better customer service.
For customer’s convenience in Foreign Exchange Department of. NCC BANK
LIMITED should provide more personnel to deliver faster services to their
honorable customer
Chapter-66.0 Conclusion:
The National Credit And Commerce Bank Limited has been trying to operate its
business successfully in Bangladesh since 1994. NCC BANK LIMITED has already
developed an images and goodwill among its clientele by offering it excellent services.
This success has resulted from the dedication, commitment, and dynamic leadership of
its management over the periods. During the short span of time of its operation the bank
has successfully grabbed a position it self as a progressive and dynamic financial in the
country. If the bank goes this way, it is expected that near future NCC BANK LIMITED
may become one of the top performers in this banking sector.
BIBLIOGRAPHY
Name of the Book Publisher Author Edition
Managerial Accounting BPI/IRWN Ray H. Garrison 5th
Financial Management Block and Hirt
Managerial Finance Person Education Asia Gitman 9th
Financial Management Azizia Book Depo &
Shahitta Kosh
Professor M.S. Mina 3rd
ModernWorking Capital Prentice-Hall Frederick C. Scher Latest