Biofoam: Not Just Peanuts Essay

Summer Internship Program sound out depone of India7/27/2013Type the origin nameASUMMER INTERNSHIP REPORTONMerchant Acquiring railway linePoint of Sale (P.o.s.)Submitted toL.J. Institute of Management studiesIn requirement of incomplete fulfillment ofMasters of Business Administration (MBA)2 social part full epoch Program of Gujarat Technological University Submitted on27th July 2013Submitted byBatch No 2012-14DECLARATION1. Objective of the Study2. Comp e very(prenominal) composeHistoryOVERVIEW OF SBIPROFILEMISSIONVISIONORGANISATIONAL STRUCTUREBOARD OF DIRECTORS accountingACHIEVEMENTS AND AWARDSSOCIAL ACTIVITIES OF SBIOwnersProductsCurrent Scenario3. Organization Overviewa. Organisation Structureb. Employee Profilec. Departmentation subscribe toi. Finance ii. strategy iii. Marketing iv. HR4. Strategies Adopteda. Financeb. operations/ Productionc. Marketingd. HR5. investigatea. Problems Identifiedb. Hypothesisc. query Methodologyd. Data Analysise. Conclusions / Observatio ns / Findingsf. Suggestions / CommentsOBJECTIVE OF THE STUDYThe aim of the study isTOWARDS THE PARTIAL FULFILLMENTFOR THE AWARD OF THE DEGREE INMASTER OF worry ADMINISTRATION (2ND YEAR, SEM-3)The major objective of the study is COMPANY OVERVIEW( study of the respective(a) divisions of the organization )& featherbedKET queryONARE THE nodeS OF HOME add segment SATISFIED WITH THE PROCESSES INVOLVED IN GETTING bestow FROM SBI ? narrative OF SBIEVOLUTION OF SBIThe origin of the State wedge of India goes back to the first ecstasy of the nineteenth century with the establishment of the beach of Calcutta in Calcutta on 2 June 1806. Three stratums later the avow original its charter and was re-de polarityed as the blaspheme of Bengal (2 January 1809), the first joint-stock bevel of British India sponsored by the G all(prenominal) overnment of Bengal. The money box of Bombay (15 April 1840) and the hard cashbox of Madras (1 July 1843) followed the brim of Bengal. These terzetto coin money boxs remained at the apex of modern bordering in India. On 27 January 1921,they were amalgamated as the empurpled lingo of India. The troika presidency deposes came into existence either as a result of the compulsions of imperial finance or by the felt c either fors of local anaesthetic atomic turn 63an commerce and were non imposed from aft(prenominal)-school(prenominal) in an arbitrary means to modernise Indias economy. Their evolution was, however, shaped by ideas culled from similar developments in Europe and England, and was influenced by changes leadring in the structure of some(prenominal) the local commerce environment and those in the relations of the Indian economy to the economy of Europe and the existencewide economic framework.EstablishmentThe establishment of the avow of Bengal marked the approach of limitedliability, joint-stock banking in India. It was the associated innovation in banking, viz. the decision to stick out the edge of Bengal to issue nones, which would be accepted for payment of public revenues in spite of appearance a anticipatericted geo graphical recordical bea. This right of note issue was legitimately valuable not solitary(prenominal) for the affirm of Bengal provided a want for the situates of Bombay and Madras. The construct of deposit banking was a wish well an innovation because the practice of accepting money for c atomic turn of events 18 (and in some cases, even investment on beone-half of the clients) by the autochthonic bankers had not spread as a general habit in most parts of India. But, for a coherent time, and especially upto the time that the tether presidency banks had a right of note issue, bank notes and government balances make up the bulk of the investible resources of the banks. The three banks were governed by royal charters, which were revised from time to time. Each charter provided for a sh atomic number 18 capital, quad-fifth of which were toffee-nosedly subscribed and the rest owned by the provincial government.Presidency banking concerns chipThe presidency Banks Act came into operation on 1 May 1876.This brought the three presidency banks downstairs a common statute with similar restrictions on dividing line. The proprietary radio link of the Government was, however, terminated, though the banks continued to hold charge of the public debt confidences in the three presidency towns, and the custody of a part of the government balances.Bank of MadrasThe decision of the Government to keep the surplus balances in Reserve Treasuries outside the normal control of the presidency banks and the connected decision not to tackle minimum government balances at in the buff places w here(predicate) differentiatees were to be opened efficaciously checked the growth of crude pegleges after 1876. The pace of expansion witnessed in the previous decade fell sharply although, in the case of the Bank of Madras, it continued on a modest scale as the gain of that bank were mainly derived from trade dispersed among a number of expression towns and inland Centers of the presidency.Bank of BombayPresidency Banks of BengalThe presidency Banks of Bengal, Bombay and Madras with their 70 branches were merged in 1921 to form the empurpled Bank of India.The triad had been transformed into a monolith and a giant among Indian commercialised banks had emerged. The newborn bank took on the twofold role of a commercial bank, a bankers bank and a banker to the government.But this creation was preceded by years of deliberations on the motif for a State Bank of India. What eventually emerged was a half-way house combining the functions of a commercial bank and a quasi- primaeval bank.The establishment of the Reserve Bank of India as the central bank of the country in 1935 ended the quasi-central banking role of the Imperial Bank.The latter ceased to be bankers to the Government of India and instead became agent o f the Reserve Bank for the transaction of government pargonntage at centres at which the central bank was not established.But it continued to maintain currency chests and small come upon depots and operate the remittance facilities scheme for separate banks and the public on term stipulated by the Reserve Bank.It also acted as a bankers bank by holding their surplus cash and granting them advances against authorised securities. The management of the bank unclutter houses also continued with it at many places where the Reserve Bank did not shit offices. The bank was also the broadgest tenderer at the treasury bill auctions conducted by the Reserve Bank on behalf of the Government.The establishment of the Reserve Bank simultaneously saw in-chief(postnominal) amendments cosmos make to the constitution of the Imperial Bank converting it into apurely commercial bank. The earlier restrictions on its business were removed and the bank was permitted to under work foreign exchange business and executor and trustee business for the first time.Imperial BankThe Imperial Bank during the three and a half decades of its existence recorded an impressive growth in equipment casualty of offices, reserves, deposits, investments and advances, the increases in some cases billing to practically(prenominal) than six-fold. The financial circumstance and security transmitted from its forerunners no doubt provided a firm and durable platform. The lofty traditions of banking which the Imperial Bank consistently maintained and the high standard of integrity it ascertained in its operations inspired confidence in its depositors that no opposite bank in India could perhaps then equal. All these enabled the Imperial Bank to acquire a pre-eminent position in the Indian banking industry and also secure a vital place in the countrys economic life.Stamp of Imperial Bank of IndiaWhen India attained freedom, the Imperial Bank had a capital base (including reserves) of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and Rs.72.94 crores respectively and a network of 172 branches and more than 200 sub offices extending all over the country.S B I THE PROFILEREGISTERED NAME STATE deposit OF INDIACHAIRMAN SHRI ARUN KUMAR PURWARDATE OF ESTBLISHMENT first JULY 1955FORM OF ORGANISATION NATIONALISED entrustCENTRAL OFFICE CORPORATE ve lendable marrowAPEX ADMINISTRATIVEOFFICE, MUMBAI.REGISTERD OFFICE CENTRAL business relationshipS OFFICENumber of rest office(prenominal) branches 9,177Number of foreign brances 70SYMBOL OF SBIThe new attri moreovere of the State Bank of India is circular representing the simplest and the most symmetrical of gometrical shapes.The circular shape of the symbol suggests the continual expansion desire the ring in the water, to cover the good country.From the ancient times, the roundness was considered as the fullness of the mans being and his growing consciousness.The small circle in the center connotes that despite the SBIs size it is small man who hold the center of State Bank stage.OVERVIEW OF THE BANK* State Bank of India is the nations largest bank, accounting for nigh 20% of Indias deposit and bring activities. * The bank ope order more than 13,500 branches and over 5,000 atms inwardly India and more than 50 offices in some 30 otherwise countries. * The bank owns an as rigid base of $126 billion.* While its size has slowed modernization of both its go and its products, the bank has become more com perpetrateerized. * Its international banking assistants entangle shipping and export financing and merchant banking. * The Reserve Bank of India owns to the highest degree 60% of State Bank of India.MISSION OF SBI* To retain the banks position as the premier Indian financial service group, with the universe class standards and signifi johnt global business, committed.* To excellence in client, shareholder and employee mirth, and to take a leading role in the expanding and diversify ing financial function sector, man continuing emphasis on its development banking role.VISION OF SBI* Premier Indian financial services group with global perspective, world- class standards of efficiency and professionalism and vegetable marrow institutional values.* Retain its position in the country as a pioneer in development banking.* Maximize shareholder value through high sustained earning per share.* An institution with a culture of coarse anguish and commitment, a satisfying and exciting work environment and continuous cultivation opportunities.BOARD OF DIRECTORSDirectors on the Banks pro plant Board as on 1st July 2006DIRECTORSProf. M.S. SwaminathanShri. Ajay G. PiramalShri. Suman Kumar BeryDr. Ashok JunjhunwalaShri. A. C. KalitaShri. Amar PalShri. Arun SinghShri. Rajiv PandeyShri. Piyush GoyalShri. Ashok K JhaSmt. Shyamala GopinathShri. O. P. BhattChairmanMANAGING DIRECTORShri T. S. BhattacharyaPRODUCTSANDSERVICIES OF SBI1. function1. SBI VISHWA YATRA FOREIGN TRAV EL CARD2. FOREIGN INWARD REMITTANCE3. ATM SERVICES4. INTERNET BANKING5. LOCKER6. GIFT CHEQUES7. PUBLIC PROVIDENT blood line (PPF)2. DEPOSIT SCHEMES1. CURRENT ACCOUNT2. staple BANKING3. SAVINGS BANK ACCOUNT4. TERM DEPOSITS3. PERSONAL FINANCE1. SBI SARAL PERSONAL lend2. HOUSING lend3. SHORT TERM HOUSING add4. EASY TRAVEL LOAN5. GRAM NIVAS SCHEME6. CAR LOAN7. EDUCATION LOAN8. savant LOANS9. PROPERTY LOAN10. LOAN TO PENSIONERS11. LOAN AGAINST SHARES DEBENTURES12. LOAN FOR EARNEST bills DEPOSIT13. FESTIVAL LOANS14. MEDI-PLUS SCHEME15. TEACHERS-PLUS SCHEME16. SAINIK-PLUS SCHEME17. TRIBAL-PLUS SCHEME18. consultation KHAZANA19. RENT PLUSCURRENT SCENARIO* State Bank of India is focusing on congenital accruals through competitive and cost-effective operations to increase favourableness in the coming years. * SBI has moved up in terms of addresses and engineering science in working systems. in that respect has been concerted efforts to push up commercial lending, especially recog nition to SMEs (small and medium enterprises), besides cashing in on real e responsibility boom with focus on improving housing loans. * SBI was cogitate on deploying capital to improve agriculture sector in a viable way and not as a one-time basis. * retail credit alone stood at Rs 50,000 crore for the year ended 31 serve 2006. * SBI has teamed up with GE Capital Services to marketplace its credit cards, being showcased as an of import product in own(prenominal) banking. * At present, the bank has over 2.5 million credit cards in circulation * At present, the bank has around 6,000 ATMs across the country with an just disbursement of Rs 10 crore per twenty-four hour period.* SBI Life, a joint venture with French company, Cardiff, adopts banc assurance model to expand its business in life insurance. * Through bundling SBI Life with other products, the bank offered protection to customers. Similarly, SBI Mutual Fund through multiple schemes had received overwhelming response fr om investors. * To facilitate proceedings ofsalary in labour intense companies and factories, the bank has introduced Payroll cards, an ATM card for employees to draw salary from banks after the same has been remitted by the employers. They dont need to contract SB accounts for availing Payroll cards. * The bank has targeted 16 per cent growth in deposits and 20 per cent growth in lending for the region in the flowing fiscal. * Recently, the newly opened branches have received good response from customers as efforts were taken to improve the ambience of banking experience.ORGANISATION OVERVIEWORGANISATIONAL STRUCTURECHAIRMAN(ARUN KUMAR PURVAR)MANAGING DIRACTOR(SHRI C. BHATTACHARYA)(SHRI K. ASHOK KINI)DIRACTORS(ED-3, NED-13) nousland GENERAL jitneyGENERAL MANAGERDEPUTY GENERAL MANAGERASSISTANT GENERAL MANAGER(MR S. MANKODI, REGIONAL BUSINESS OFFICE, SAURASTRA)(MR. V. SUBRAMAIAN, MAIN outgrowth, RAJKOT)(MR. JAGDISH JOSHI, PFC, RAJKOT) read/write head MANAGERDEPUTY MANAGERASSIST ANT MANAGEREMPLOYEESCLERKSMASSENGERS departmentATION INFORMATION1. trade DEPARTMENT2. FINANCE DEPARTMENT3. SYSTEM DEPARTMENT4. HUMAN election DEPARTMENT merchandise MDEPARTMENTMARKETING DEPARTMENT1. MARKETING AN INTRODUCTION2. BANKING field AND THE ROLE OF MARKETING3. MARKETING IN SBI4. 7 PILLARS OF MARKETING5. CUSTOMER SERVICE AT SBIMARKETING AN INRTODUCTIONMarketing is a multi-faceted subject finish the areas of production, consumption and distribution which bottom be viewed narrowly as activities that occur in the transfer of services to customers or broadly as all processesby which the society meets its requirements.Marketing looks to convert customer deeds into products and offers it to the market so as to fulfill the needs of the customers.Marketing communication is considered as a tool to communicate the benefits of the product to the customer.Marketing management is the process of planning and executing the conception, pricing, packaging, and distribution of ideas, goods and services to create exchanges that satisfy individual(a) and organizational goals.Marketing department is one of the most important departments of any business organization. Whether its business unit, service unit, manufacturing unit, non government unit, tourism, country etc., competition has left-hand(a) no sector but to push itself to survive. The world has become global village and constant investigate and development, technology up gradation has do the market full of services and products and new ideas for customers.Scope of selling is ever changing and everlasting. Brand management, event selling, e-marketing, relationship marketing etc. are the new jargons in this area. MARKETING IN BANKING SECTORTHE ROLE OF MARKETING IS TO DELIVER A HIGHER STANDARD OF LIVINGMarketing in banking sector is expressed as,Putting People FirstBanking a vocalise that brings the picture of money, economy cheques, drafts, savings, deposits, investments, and today.. it may bring more pictures of debit card, credit card, ATMs., Mutual bullion, loans for 2 wheelers, 4 wheelers, homes, education, traveling, etc. The scope of banking activities has increased and so the role of Marketing in banking sector also has bearne rapid changes. outcome banking, Net banking, e-banking, mobile banking, phone banking, are the new awtaars of banking today.BANKING ENVIRONMENT IN INDIAThe mantra of todays marketersisCatch the customer and cash the customer hunch over the customer and not the productThe growth in aggregate deposits of plan commercial banks at 17.3% in 2003-2004 was higher than 13.4% in 2002-2003, adjusted for mergers. However, schedule commercial banks credit recorded a lower rise of 14.6% during 2003- in pabulum credit following higher off take of food grains. MARKETING IN SBIMarketing activities in SBI are centralized. Basically at that place are 14 circles all over the country zone wise. Namely,1. Ahmedabad dance band 8. Hyderabad bout2. Banglore Circle 9. Kolkata Circle3. Bhopal Circle10. Luck this instant Circle4. Bhubaneshwar Circle11. Mumbai Circle5. Chandigarh Circle12. Delhi Circle6. Chennai Circle13. Patna Circle7. Guvahati Circle14. Kerala CircleUnder each circle there is one local head office and few zonal offices which take care of marketing activities of respective local branches of SBI. At L.H.O., there is one marketing head and good ply who plans & executes all the activities of marketing of SBI & its products for that particular region. The Central office at Mumbai decides the budget of marketing for all distinct circles and according to the mete out budget and requirements, heads at circle designs and develops the inevitable marketing strategies. So here, at SBI main branch, Rajkot, AGM of Main Branch, PFC & Regional head, carry out marketing functions under the supervision of L.H.O. Ahmedabad.THE CONSTANTMARKETING ACTIVITIESAT SBIMARKET RESEARCHDESIGNING AND REDESIGNING PRODUCTS & SERVICIESPRICING (setting worr y rates) forward motionDISTRIBUTIONAFTER gross revenue SERVICES etc.MARKETING MIX OF SBIPRICEThe second important pillar of marketing or marketing mix of SBI is PRICE.It is important because other Ps are expense making whereas totally this P fetches money.Banking sector is a service sector therefore in this sector there is no physical existence of product but here services are delivered and priced.It can be the interest on loan or charges collected for providing different facilities to its customers.Interest rate is the ledger used instead of price in banking sector. As further as deposits are concerned the public funds are used by bank and interest is paid to the account holders. As furthermost as loans are concerned the interest is paid by the customer to the bank for using the funds of the bank.Interest rates are inflexible by the corporate office, MUMBAI under the supervision of RBI.In fact, decision regarding interest rates is all affected by monetary policies, capital ma rket, availability of funds to commercial banks and economic conditions of country.PLACEDistribution or execution of products and services at any bank is mostly through its outlets or branches themselves. Yes today, ATMs are the most dynamic retail channel in terms of work shift they are bringing about in banking habits and about popularity with customers and branch staff alike.Depending on the size o market, city, town, state, country and need, the number and place of Zonal offices and branches are determined. As far as SBI is concerned, most of the branches and offices are placed at the spunk of the city.SBI has huge network of outlets and ATMs through out the world form where it serves its customers.STRUCTUREOFPLANING & EXECUTION PREMISESCORPORATE CENTER (MUMBAI)LHOszonal OFFICEREGIONAL BUSINESS OFFICEBRANCHESDepending on the size of market, city, town, state and country need, the number and place of Zonal offices and branches are determined. As far as SBI is concerned most of the branches and offices are located at the heart of the city.IN RAJKOT THERE ARE 5 BRANCHES OF SBI1. RAJKOT MAIN BRANCH2. BHAKTINAGAR BRANCH3. JAGNATH BRANCH4. LAKHAJIRAJ ROAD BRANCH5. MARKETING YARD BRANCH progressGENERAL PROMOTIONAL ACTIVITIES AT SBIAt every branch of SBI they put hoardings of their different products, not only in branches but also on crowded roads of the city.They give advert in TELEVISION and NEWSPAPERS for their different products and special schemes if any.SBI organized WORKSHOPS on securities market cognisance campaign (SMAC) at eight centers and educated about 1675 investors in these workshops.They even give advertisement in national direct MAGAZINES.PRODUCTWISE PROMOTIONAL ACTIVITIES1. EDUCATION LOAN For advertizing at national level SBI put HOARDING and took help of TELEVISION. At local level they give LEAFLET to all the customers that visit the somebodyal finance cell. Recently they have also started giving SEMINARS and PRESENTATIONS in colleges and coach classes, where potential customers are found.2. HOUSING LOAN To increase the sales and for creating awareness about housing loan, SBI conducted a property fair. For that they took help of print media by giving advertisement in local newspapers and by distributing leaflets.3. AUTO LOAN As far as marketing of Auto Loan is concerned bank was in general impression that there was no need of doing. But as the time passed SBI started realizing that there rate are small-minded bit higher in market. They decreased their rate & started doing marketing by giving advertising in the in local newspaper. They are doing promotion jointly with the dealers and also keeping stall at fair or other places.FINANCEDEPARTMENTFINANCIAL HIGHLIGHTSFOR THE YEAR 2005- 06 2004-05 % change tote up Income (Rs. Crore) 43,184 39,548 9.19Total Expenditure (Rs. Crore) 38,777 35,243 10.03 Net Profit (Rs. Crore) 4,407 4,305 2.37Earning Per destiny (Rs.) 83.73 81.79 2.37Return on Average Assets (%) 0.89 0.99 (-) 10.10 Return on Equity (%) 15.47 18.10 (-) 14.53Profit Per Employee (Rs. Thousands) 216.76 207.50 4.46AT THE stamp out OF March 2006 March 2005 (%) changePaid up Capital and militia & dissipation 27,644 24,072 14.84 Deposites (Rs. Crore) 3,80,046 3,67,048 3.54Advances (Rs. Crore) 2,61,642 2,02,374 29.29BALANCE SHEETOF THE STATE BANK OF INDIAAS ON thirty-first MARCH 2006(Rs. in billion) MARCH 2005 MARCH 2006CAPITAL & LIABILITIES Capital 5.26 5.26Reserves & Surplus 320.26 366.80Minority Interest 13.04 14.30Deposits 5061.05 5440.24Borrowings 229.30 369.75Other Liabilities & renders 656.87 771.96Total 6285.78 6968.32ASSETS immediate payment & balances withReserve Bank of India 256.16 311.29Balances with banks andmoney at call & short mark 253.41 262.08Investments 2619.62 2279.31Advances 2869.87 3743.17Fixed Assets 35.74 39.58Other Assets 250.98 332.92Total 6285.78 6968.32Contingent Liabilities 2017.46 2930.77Bills for Collection 316.90 247.81STATE BANK OF INDIA MARKET RELATED RATIOSMARKET RELATED RATIOS MAR 03 MAR 04 MAR 05 MAR 06 Market Price (Rs)(as on last day of the year/quarter) 270 606 657 968 Price to Book Ratio (%) 0.83 1.58 1.44 1.79 Market Capitalization(Rs in Billion) 142.05 318.78 345.75 509.48 Earning Per Share( Rs) 59.00 69.94 81.79 83.73P/E Ratio (%) 4.58 8.66 8.03 10.40Analysis of Performance financial* direct of domestic investments remained stable during the half-year of FY 2005-2006. * Investment Fluctuation Reserve amounted to 5.30% of worthy Investments. * During the half-year the Bank divested its stake in (Credit Information Bureau of India Ltd. (CIBIL) from 40% to 10% and schedule a profit of Rs.7.50 crores as a result of this disinvestment. * During the period, forex business on account of customers registered a growth of 28.80% on Year-on-Year basis. * NII of the Bank went up by 24.11% from Rs.6,333.89 crore in H1 of 2004-05 to Rs.7,861.19 crore in H1 of 2005-06. * Staff costs registered a growth of 9.11% due(p) to wage revision. Other Operating Expenses of the Bank showed a growth of 10.41% in in H1 of 2005-06 as compared to H1 of 2004-05 * Total commissariat made for this half year were higher at Rs.2,984.21 crore as compared to Rs.2,536.02 crore made in H1 of 2004-05. Major provisions are as under * Provision for NPAs at Rs.246.74 crore for the current half year (as against Rs.508.45 crore during H1 of 2004-05). * Higher Provision for derogation on investment Rs.2,397.07 crore (as against Rs.344.03 crore in H1 of 2004-05). * Provision for tax at Rs.400.09 crore (including deferred tax debit) as compared to Rs.1,449.97 crore in H1 of 2004-05. Provision for tax is lower mainly due to higher provision for depreciation on Investment. * The provision & contingencies for the Current Quarter (Q2 only) stood at Rs.767.56 crores, as against Rs.1,523.04 crores in the corresponding period of the previous year.SYSTEM DEPARTMENTInformation technologyATM Project* The Banks ATM network includes 5479 ATMs i n India, which is the largest ATM network in the country. The Bank continues to expand this network rapidly. Customers can transact free of cost at the ATMs of the State Bank convention.* The unanimity with VISA and Master Card International for acquiring ATM transactions has resulted in another revenue generation stream.Core Banking Solution (CBS)* The Bank is moving towards a centralized entropybase and a Core Banking Solution, with capability for on-line, real-time transaction touch. The Bank has brought 2165 branches at 437 centers under Core Banking Solution in all Circles, covering 38% business. * Implementation of CBS would substantially enhance the Banks capability in introduction of new and innovative products at very short intervals across branches and other value-added services to customers on a 24X7 basis, tone up inner(a) efficiency through straight-through transaction processing capabilities on a centralized entropybase and improve operational effectiveness in the areas, such as, integration of multiple delivery convey, single window for contact all needs of a customer, better MIS and improved security.This will take the Bank to a superior technology platform leading to near-zero branch level system administration, centralized generation of reports and zero-effort reconciliation of inter-branch entries as more and more branches shift to core banking platform.* Core banking would integrate the trade finance, Treasury and ALM applications enabling efficient funds management and risk management capabilities. appreciate Added Services* College/Hostel Fee Payment through ATMs Covered more than 67 Institutions sunder this scheme.* Topping up of Mobile phones of Idea, Orange and Airtel transactions.* interruption of Internet Banking accounts through ATMs for cardholders.* ATM is increasingly used as cash point for SBI cards.* Issue of monthly/quarterly season tickets for suburban trains of Central Railway at CST Mumbai.* Cash as well as imp ediment Deposit on ATM Facility has been madeOperational on a pilot basis.* Temple trust Donation facility now available for Vaishnodevi, Shri Sai Sansthan, Shirdi and Gurudwara Sahib, Nanded.Devotees can now offer their donations to these Temples through ATM.* Online collection of industriousness fees for GATE & JMET 2006. * MTNL, Mumbai Bill payment through ATM.PERSONAL BANKING FINANCE cellphone To give think attention to retail loans at branches, cells have been set up at 182 branches with many more to come.BUSINESS PROCESS RE-ENGINEERING (BPR) The bank has undertaken BPR exercise and has engaged an international consultant as Advisor for the project. The objective of BPR initiative is to strengthen the banks ability to acquire new customers, build lasting relationship with existing customers and increase customer satisfaction through world-class service quality.The BPR team is simplifying and re calculating processes to leverage the core banking response platform. Strategie s are being evolved for migrating transactions to full set of alternate channels namely, ATMs, Internet and Call Centers. The objective is to transform branches into sales and service focused outfits with all back-offices, non-customer facing transactions being moved out of branches to central processing cells.SINGLE WINDOW SYSTEM To improve customer service and to free the staff for marketing, single window delivery system has been introduced at 7446 branches.HUMAN RESOURCE DEPARTMENTHUMAN RESOURCE DEPARTMENT1. mental institution2. Human Resource Management at SBI3. Recruitment4. selection5. progression6. Training7.IMPORTANCE OF HUMAN RESOURCE MANAGEMENTIt has become the sine qua non for the organizations to keep HR Department because EMPLOYEES are the valuable asset of any organization. Each and every organization is concerned with personnel functions and that is the reason for keeping a separate Human Resource Department.The personnel manager has the final responsibility for all personnel and labor polices. This department helps the management in securing, utilizing and developing appropriate manpower to achieve the organizational objectives.For this purpose, it performs several functions like enlisting, selection, compensation, promotion, transfer, training etc. It also relates to the maintenance of industrial peace and harmony, industrial Relations, labor welfare activities, etc.HUMAN RESOURCE MANAGEMENT AT SBIThe bank proposes to automate its HR processes with business objectives. Thus the bank has decided to implement an HRM solution which would handle all aspects of HRM, including payment of wages and salaries, CTC, exertion management, training management, fixed assets etc.STRATEGIC LEADERSHIP PROGRAMMESSuch programmes for officers in Senior Management rate, and Strategic HR initiatives were launched, and in addition,Revamping of the Training SystemIt was undertaken to meet future needs of the Bank which is under implementation.INDUSTRIAL deali ngIndustrial Relations includes maintaining the relations with the employees and colleague to maintain the industrial harmony and peace.In order to increase the responsibilities of Senior or Special Assistants, their fleeting powers have been enhanced and duties enlarged.RECRUITMENT AT SBIAs SBI is the government oranisation here for higher level of designation or post SBI prefers to follow the internal source of recruitment that is forwarding, Transfers, and demotion within the organization.As far as other clerical job is concerned there is no recruitment freeing on for the post of officers and middle level jobs.The External source of recruitment is used that is Advertisement in newspapers, magazines and web sites.Here, major decisions regarding recruitment are taken by SBI Central Recruitment Board, Bombay. survival of the fit screen out AT SBI communicate OF APPLICATIONSCRUTINISINGAPPLICATIONSRECEIVEDINVITINGRIGHT CANDIDATESFOR INTERVIEWDIFFERENT TESTSFORSELECTIONSELECTIONOFTH E RIGHT CANDIDATEPROMOTIONSThe usual policy for promotion is to promote the person on the basis of seniority or merit. Length of service, education, training pass completed, previous work history etc. are factors, which are precondition weitht while deciding on a operativeness, merit, honesty, many informal influences are powerful determinants of a promotional policy.PROMOTIONS AT SBIThere are three types of promotions at SBI * Fast Track Promotion* Normal Channel Promotion* Seniority Channel PromotionFAST TRACK PROMOTIONIt is applicable to the employees who have completed 2 years of job.Such employees have to undergo* A written test and* Then group discussion and* in the flesh(predicate) interviews respectively.to a greater extent over, every employee should have secured 90 % and more marks and grade A in confidential performance appraisal report.NORMAL persuade PROMOTIONIn this channel of promotion employees who have completed cardinal or five years of their job are eligible and they have to udergo written test and group discussion and in the flesh(predicate)ised interview. Depending on personal records, performance appraisal, requirement of staff, grades and percentage in test, employees and promoted.SENIORITY CHANNEL PROMOTIONIt is foundon as the name suggests seniority level of an employee The promotion is given to them. As this type of promotion is only given to senior employees for the higher level of posts and designations, at times they have to also go for written test and at times they have to directly go for oral exams and interviews. iv scale of promotion are there. In this type of promotion, employees who have do 12 years of job are eligible for scale 1 and scale 2 promotion while employees who have completed 14 year of job and carries minimum 50% marks are eligible for scale 3 and scale 4 promotion,TrainingBanks Training PhilosophyTraining in State Bank is a proactive, planned and continuous process as an integral part of organisational development. It seeks to leave knowledge, improve skills and reorient attitudes for individual growth and organisational effectiveness. State Bank of Indias experience in training spans more than four decades and is based on an in-depth understanding of the business and banking environment, domestic as well as international.TRAINING SYSTEM GOALS* Training* Feedback to corporate office to assist in policy formulation, product development * To act as a think-tank* An internal consultant* Organisational development interventions* To conduct customised on-site programmes at our branches * Interventions at branch level for organisational development * look into & DevelopmentTRAINING METHODOLOGY* companionship* Lectures* Exercises* Questionnaires* Quiz* Group work* port/panel discussions* Skills* Case studies* Exercises* Group work* Attitudes* Small group Work* Role play* Exercises* Interface/panel discussions* Customer interaction* Training media Audio-visual teaching aids and figure r aided learningMARKET RESEARCH-IN HOME LOAN DEPARTMENTVARIOUS STAGES IN RESEARCHStage-1 PROBLEM IDENTIFIEDAt the very first stage in search the detective has to clearly trace and define the problem. A well defined problem helps the questioner in the research. As it said thatA PROBLEM WELL DEFINED IS fractional SOLVED.My research problem is What are the experiences & difficulties faced by customers in acquire house loan from SBI?Stage-2 IDENTIFICATION OF RESEARCH OBJECTIVEIdentification of search objective is very essential in any research because if the researcher fails to identify the research objective he may fail in his research and the researcher can not achieve ultimate results.Research objectives are the end results.It directs and provides the base for the research plan.The objectives of this research are1. main(a) Objective To identify the difficulties faced by the customers in getting Housing loan from SBI and to find the gape.2. Secondary Objective * To identify the expectations of the loan holders. * ground on the opinions and experiences of the customers, to give jots to remove this gape.Stage-3 RESEARCH PLANFor gathering the essential data the researcher needs to draw out the most efficient research plan based on well defined research objective.Designing of research plan includes the following1. Data source2. Research Approaches3. Research Instruments4. Research Methods1Data SourceIn market research data can be of two typesPrimary dataIn unproblematic data the info is obtained from the original source by researcher. Here, information needed is the perception of the loan holders from SBI regarding the processes involved in housing loans, which is only feasible through personal meets with them so it is primary data source.Secondary dataThe data, which is already collected and used, previously, is inessential data. For meeting the loan holders I got the personal information like name, address, telephone number etc. from their accoun ts so that is secondary data.2Research ApproachesPrimary data can be collected in four waysFocus groups tracesObservationExperimentsObservational research and survey research are two approaches, which have been used to meet the objectives of research.Observational research has been carried out simultaneously with survey research.3Instruments Used in Research Researchers have a choice of two main research putzs in salt away primary data. * Questionnaires and* Mechanical DevicesFor surveying the housing loan holders of SBI, the research instrument used is questionnaires for each of them individually.4Survey MethodsThere are two manners of survey* Survey of population* Survey of samples selected from the wholeTo carry out the research, the method select here is the survey of the samples. First step to Sample Survey is designing the Sample Plan.Sampling Plan basically deals with the following* Sample size of it* Sampling MethodSampling Plan* Sample size-100* Sampling method -Simple Random sampling* Instrument usedFor survey -Questionnaire&Personal InterviewsQUESTIONNAIRE financial statement a) The purpose is to make survey only.b) Information provided will be unbroken confidentialNAME _________________________________________CONTACT NO. _________________________________________ furrow Business barter ServiceMONTHLY INCOME 8000 to 15000 Above 25000 15000 to 25000* Had you visited other banks before taking loan from SBI? Yes No* Reason for selecting SBI Nationalized bank Lower interest rate unassailable facilities Lower cost spry sanction* How you received the related information? In a single piece In bit of pieces* What was the gape surrounded by date of application and sanction of loan? 1 to 5days 5 to 10 days 10 to 15days 15 to 20 days more than than 20 days* In your opinion, comparatively sanction process is Speedy Moderate Low* Within how many days loan amount was disbursed? 1 to 2 11 to 15 3 to 5 16 to 20 6 to10 More than 20* Did you face any p roblem in receiving disbursement? Yes No* In comparison with other banks the interest rates of SBI are Higher Lower Equal to other banks* Your suggestion ___________________________________________________________________________________________________________________________________________________________________________________________________THE RESULTS OF THE SURVEYDEPENDING ON THE VIEWS OF THE HOME LOAN HOLDERS OF SBI BASED ON THE QUESTIONNAIRE PREPARED.OCCUPATION OF DIFFERENT CUSTOMERSThe above indicated results shows that more of the home loan holders are Businessmen.There is not much variation between service and profession class as the number of both the class of the customers are nearly similler. categorization OF THE CUSTOMERS ON THE BASES OF THEIR INCOME LEVEL BY DIVIDING THEM INTO SPECIFIC INCOME CLASSThe above graph shows that there is not much deviation among the different classes.More of the home loan holders are having the monthly income between 15000 to 25000. Th ose having monthly income more than 25000 are lesser.But looking to the overall scenario there is equal distribution among all thethree income class.NUMBER OF CUSTOMERS WHO HAD VISITED OTHER BANKS BEFORE TAKING LOAN FROM SBIThe graph shows that more of the loan holders had inquired, directly or through other sources like friends or relatives, other banks before taking loan from SBI.THIS SHOWS HOW THEY RECEIVED BASIC INFORMATIONTo the response of this question, more of the customers replied that they faced a little problem in receiving different information regarding basic information or the information about documentation.REASONS GIVEN BY CUSTOMERS FOR SELECTING SBIThe above graph looks very jaggedly distributed but it is due to the reason that the respondents gave more than one answer to this question. some(a) told that more than one reason are there for selecting SBI.One of the reasons not mentioned through graph is TRUSTWORTHYNESS stated by some of the respondents.GRAPH cover THE TIME DURATION BETWEEN APPLICATION GIVEN BY CUSTOMERS AND LOAN federal agencyED BY THE BANKThe above result is full of variations. During the survey, It was found that some of the first 22% customers got the loan sanctioned even within one day. On the contradictory part, some of 11% customers did not get the loan sanctioned even after 40 days of application. This was also due to the delay in submission of required documents by customer.IF THE SANCTION OF LOAN WAS SPEEDY FROM THE VIEWPOINT OF CUSTOMERSTIME TAKEN BY THE BANK TO DISBURSE THE LOAN AMOUNT TO THE CUSTOMERS AFTERSANCTIONINGGape between sanction and disbursement is generally found to be 2 to 8 days after sanction of the loan. somewhat of the customer faced encumbrance in receiving the disbursement of the loan. Few got the payment after a long wait of approximately a month. CUSTOMERS WHO FACED DIFFICULTY IN RECEIVING THE outgo OF THEIR LOAN AMOUNTINTEREST RATES IN VIEW OF THE CUSTOMERS OF HOMELOAN DEPARTMENTRESEARCH FI NDINGS1. Liberalization in the loans is needed.2. It was found that most of the customers who got the loans sanctioned fast, received the disbursement high-speed and those who got the loan sanctioned late, got the payment late than the average time. Of course, this can be due to unclarity on the part of customer. 3. Customers want that they should be able to get all the information from one person only so that they need not to run here and there.4. Core banking should be fully helpful to the customers. In spite of core banking customers are gloss over facing difficulty regarding flexibility for payment of installment. 5. Lower documentation should be there for the loans. As per customers view only really needed documents should be asked for. 6. Customers who got delayed sanction or delayed disbursement were dissatisfied and suggested to faster the operations of the bank.7. Most of the customers expressed view that they prefer SBI more for the home loans as it is very good, as comp ared to the other private banks also, as far as the home loans aspect is considered 8. Dissatisfied customers told that the operations involved in sanction and disbursement needs to be made faster like that of private banks. 9. Fast response to the various inquiries of the customers is needed. Some customers as shown in the results complained that they got the information from more than one person. 10. The infrastructure facilities like good indoor and air-conditioned branchesshould be there.11. Customers expect to be case-hardened with politeness and respect. 12. Customer care should be given more importance.13. More attracting facilities are needed.14. Customers should be given full knowledge about the services inquired. 15. More connectivity with other banks.16. Better front desk services are nevertheless needed, customers are not yet fully satisfied with it. 17. For all the new coming schemes awareness should be created among people. 18. For entertainment of the waiting custo mers small T.V., Newspapers, Magazines etc should be there.SWOT ANALYSISSTRENGTHS* Nationalized Bank* Safety and security of money* Highest number of ATMs* Years of experience Century* Large Network* Government take hold* Transparency in charges.* Experienced employeesWEAKNESSES* Rigid work culture* Lake of modern employees* Excessive Documentation* Bureaucracy* All branches and Head offices are not having fully modern infrastructure.OPPORTUNITIES* Constant fear in the minds of customers towards Private Banks. * constantly expanding rural, urban, and international market.THREATES* Private Banks provides more facilities at low charges. * Shifting customer preference towards private banks.* Dynamic employees and greater technological product of private banks. * Customer satisfaction is high in private banks.SUGGESTIONS1. PEOPLE * peachy suggestions coming from employees side should be appreciated and implemented. * Motivational package for transferome work at the bank should be offered. * Employee integrity and sincerity should be rewarded.* Make duty a desire of employees through Satisfying sociological, financial, status need of employees. * Work culture of employees should be like that of private banks employees. * preadolescent and enthusiastic employees should be recruited for customer care services. All nationalized bank can join hands in this regard and can even seek approval from RBI. * System of hire and fire should be there for this new five-year-old employees up to particular age limit.2. PROMOTION * To increase the young customers step-ins, SBI can install in house cyber cafes to attract the young customers in premises of SBI. * New schemes and constant recorded announcement of the products in the bank premises itself can attract the attention of customers visiting the bank at least during peak hours. * SBI is flooded by new generation products but they need intensive marketing especially for products like demat A/c, insurance, mutual fund a nd e-banking.3. PRODUCT * Mobile banking, bill payment services, online tax payments, NRI tax advisory, Investment solutions should be given importance. * SBI should have tie up with big industries, schools, NGOs, hospitals, commercial complex, colleges etc for opening the salary A/C of their employees. * Too much documentation and complex procedure should be reduced to greater extent. For example, if a customer is having A/C with any nationalized bank then a simple check can be used for cross checking of their identity. * Womens A/C At SBI study of profiles show that lesser number of women prefers SBI, while the fact is number of working women in Rajkot is improving day by day.To capture this section of society, saving A/c pass with different schemes for women can be planed out.4. PHYSICAL ENVIRONMENT * Each and every counter should be named properly above the desk through hanging sign boards and name boards to minimize customer quarries. * Renovation is the need of SBI branches a nd good interior with pleasing environment is the demand of todays competitive edge. * confine system should be destroyed and customer-employee interaction should be without any frappe partition between them. This reduces the status gap and offers warm helping hands to customers problem solution. * Departmentation in the banks should be such that customers dont need to ask anybody to search for required counter. * Chart showing the designation and department of concerned persons should be there inside the bank.