COMSATS Institute of Information Technology SAHIWAL

ALLIED BANK

LIMITED, 89/6-R BRANCH (0277) SAHIWAL

SUPERVISED BY:
MISS HINA IMTIAZ
LECTURER
DEPARTMENT OF MANAGEMENT SCIENCES

SUBMITED BY:
SYED MUBASHER QADEER
FA09-MBA-B-B5-60
Cell no 0301 7951736
12-10-2010

COMSATS Institute of Information Technology, Sahiwal i

 COMSATS Institute of Information Technology
COMSATS Road Off. G. T. Road Sahiwal

Executive Summary

I have done my internship in ABL 89/6-R branch Comprehensive road Sahiwal. For the
first two weeks I worked with operational manager Jawad Rafique he told me about how
we fill the cash deposit slips and how we open new account. In chapter one I discuss
the background of the organization and the background of the branch after it I discuss
the vision and mission of the organization.

In chapter two I discuss the structure of the organization, structure of the branch, board
of director, executive committee, strength, and weaknesses. Opportunities and threats,
marketing strategy, competitive strategy, and in the end there is business process
analyses.

In chapter three I discuss about my activities, duties and accomplishments as internee

there was four department which I worked as cash department how we maintain record
of the cash, clearing department, (customer care department, online facility provide
department, advance and credit department), utility bill paid department the most
important work which I have done to inform the essential information about the account
which will be operated.

The staff made me learns the basics of different departments in this way. I faced a lot of
difficulties during the span of learning but I got full attention and support from the staff,
and they really made me learn a lot. During the internship I kept on consulting my
internship advisor every week. At the end of internship the manager gave me the
internship letter and evaluated my overall performance on an evaluation form prescribed
by our university.

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 TABLE OF CONTENTS

CHAPTER 1:...................................................................................................................................1
1: BACKGROUND OF ALLIED BANK OF PAKISTAN............................................................1
1.1: Background of ABL 89/6-r Sahiwal.....................................................................................1
1.2: Vision....................................................................................................................................3
1.3: Mission..................................................................................................................................4
CHAPTER: 2...................................................................................................................................5
BUSINESS OPERATIONS ............................................................................................................5
2.1: ORGANIZATIONAL STRUCTURE .................................................................................5
2.2: BRANCH STRUCTURE.....................................................................................................6
2.3: BOARD OF DIRECTORS...................................................................................................7
2.3.1: CHAIRMAN..................................................................................................................7
2.3.2: CEO...............................................................................................................................7
2.3.3: DIRECTORS.................................................................................................................7
2.4: EXECUTIVE COMMITTEE...............................................................................................8
2.5: SWOT ANALYSIS OF ABL 89/6-R...................................................................................9
2.5.1: STRENGTHS................................................................................................................9
2.5.2: WEAKNESSESS.........................................................................................................10
2.5.3: OPPORTUNITIES......................................................................................................10
2.5.4: THREATS...................................................................................................................11
2.6: MARKETING STRATEGY...............................................................................................12
2.7: COMPETITIVE STRATEGY............................................................................................13
2.8: BUSINESS PROCESS ANALYSIS..................................................................................13
2.8.1: DEPARTMENTS........................................................................................................13
2.8.2: SERVICES OFFERED BY ABL 89/6-r BRANCH....................................................14
2.9: PRODUCTS........................................................................................................................15
2.9.1: LOCKERS...................................................................................................................16
2.9.2SAFE DEPOSIT LOCKERS INSURANCE.................................................................16
2.9.2: CHEQUE BOOKS.......................................................................................................16
2.9.3: ALLIED CASH + CARD............................................................................................17
2.9.5: DEMAND DRAFT......................................................................................................17
2.9.6: PAY ORDERS.............................................................................................................18
2.10: 1 LINK NETWORK.....................................................................................................18
2.11: TYPES OF ACCOUNTS AND PACKAGES OFFERED BY ABL 89/6R.....................19
2.11.1: PLS SAVING DEPOSIT...........................................................................................19
2.11.2: CURRENT ACCOUNT............................................................................................19
2.11.3: ALLIED BUSINESS ACCOUNT.............................................................................19

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 ADDITIONAL BENEFITS.......................................................................................................20
Chapter 3........................................................................................................................................22
LEARNING AS A STUDENT INTERN......................................................................................22
3.1: Duties and accomplishment................................................................................................22
3.1.1: ACCOUNT OPENING................................................................................................22
3.1.2: CLEARING DEPARTMENT.....................................................................................22
3.1.3: ONLINE TRANSFER OF MONEY...........................................................................23
3.1.4: ATM’S, CHEQUE BOOKS AND LOCKERS...........................................................23
3.1.5: DIVERSE DUTIES.....................................................................................................24
3.2: NEW KNOWLEDGE ACQUIRED...................................................................................24
3.2.1: CHEQUE BOOK ISSUE.............................................................................................24
3.2.2: OPEN NEW ACCOUNTS .........................................................................................25
3.2.3: ZAKAAT.....................................................................................................................26
3.2.4: CLEARING DEPARTMENT.....................................................................................26
3.2.5: CLEARING CHEQUES..............................................................................................26
3.2.6: PAK ACCOUNT.........................................................................................................27
3.2.7: INTER-BRANCH CLEARING AND COLLECTION...............................................28
3.2.8: COLLECTION CHEQUES OR OBCs........................................................................28
3.2.9: MAINTAINING REGISTER for OBCs......................................................................29
3.2.10: ONLINE TRANSFER...............................................................................................29
3.3: PROBLEMS ENCOUNTERED.........................................................................................30
3.4: HOW EXPERIENCE IMPACTS MY CAREER...............................................................31
REFRENCES.................................................................................................................................32

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CHAPTER 1:

1: BACKGROUND OF ALLIED BANK OF PAKISTAN

ABL was established in Lahore before independence in December 3, 1942 as

Australasia Bank at Lahore with capital of 0.12 million. In August 2004 the Bank was
restructured and the ownership was transferred to IBRAHIM group.

August 14, 1947 all the branches in India were closed and new Branches were opened
in Karachi, Rawalpindi, Peshawar, Sialkot, Sargodha, Jhang, Gujranwala and Kasur.
Later its network spread to Multan & Quetta.

1970’s were a difficult decade for all Banks of Pakistan. In 1971 East Pakistan was
separated and Australasia Bank lost its 51 branches and a lot of capital as well.

In 1974 all the Banks were nationalized including Australasia Bank. On 1st July 1974
the new entity was renamed as ABL of Pakistan Limited. Then it started its operations
as Public sector financial institution.

Over 1991, 745 branches were there in all over the Pakistan. From 2008 to 2010 ABL is
now one of the largest banks in Pakistan with a network of 779 branches in over 350
cities and towns offering real time online banking. The bank leads the way by having the
largest network of more then 450 ATM’s in more than 145 cities and towns across
Pakistan. Currently ABL possesses 932nd position in the world. The management has a
vision to move forward and to be one of the world’s leading banks.

1.1: Background of ABL 89/6-r Sahiwal

As internee I saw the history and background of the branch. It was established in 1979
because it was situated near a village so the capital of the branch was not more then
Rs. 20 billion. In this area mostly people were not aware about the banking sector and
there were no idea about the bank. Mostly people keep their cash with them and they
feel to lost it after open the branch it was so necessary to aware to the people about the

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bank so the bank manager decide to call the honorable personalities and provide
information about the benefits of the bank.

After some time when people look that there honorable persons goes to the bank and
there is a good relation with the staff members and with the manager and they deposit
their cash without any hesitation and their cash is totally safe so every persons desire to
deposit there cash into the bank and get profit against their cash.

After 2 months new account open in the branch was only 94. So bank manager decide
to enhance it. He conduct meeting with staff members and the point was that how we
can give interaction with people and how we open more new account so for this
instance bank manager organize a seminar and give intention and tell them more
benefits about the bank and tell them that they can borrow money from bank when they
want and after completion some time then can easily return back.

So the people work there fields they need cash when session start they went to the
bank and open account and deposit their cash and when need they easily withdraw
their cash.

So with the span of time there is increase in the opening new accounts and the behavior
of the staff member and bank manager was so good and the satisfaction power of the
members was so strong. Bank manager keep good relation with the people and provide
information about the benefits of the branch.

Because branch was near about the villagers houses so they can easily deposit and
withdraw cash so they prefer to open their account in the branch. After one year when
look that how much new account opened so there is open round about 800 new
accounts. So it was a great achieve by the bank manager and the whole staff members.
In initial stage branch have no own building and started work in a rental building and
now it has own building and provide all facilities to the customers.

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 VISION AND MISSION

1.2: Vision

To become a dynamic and efficient bank providing integrated

solutions in order to be the first choice bank for the customers

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1.3: Mission

• To provide value added services to our customers

• To provide high tech innovative solutions to meet customers
• Requirements.
• To create sustainable value through growth, efficiency and diversity
• for all stakeholders
• To provide a challenging work environment and reward dedicated
• team members according to their abilities and performance
• To play a proactive role in contributing towards the society

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CHAPTER: 2

BUSINESS OPERATIONS

2.1: ORGANIZATIONAL STRUCTURE

PRESIDENT

ASSEISTANT VICE PRESIDENT (AVP)

SENIOR VICE PRESEDENT

SENIOR EXECTIVE VICE

PRESEDENT

CEO

EXECTIVE VICE PRESEDENT (EVP)

OG-I OG-II OG-III

SUPPORTING STAFF

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2.2: BRANCH STRUCTURE

BRANCH
MANAGER

OPERATIONAL
MANAGER

CUSTOMER SERVICES
MANAGER (CSM)

CASHIER TELLER

LOWER STAFF

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2.3: BOARD OF DIRECTORS

“The people who draw the picture of the organization on the broader canvas of strategy
and planning, the pioneers of prosperity and world of wisdom that paves the path to
long term success”

Following are the names of the Chairman, Chief executive officer, and Board of
Directors of ABL

2.3.1: CHAIRMAN

• MOHAMMAD NAMEEM MUKHTAR

2.3.2: CEO

• MOHAMMAD AFTAB MANZOOR

• MR KHALID A SHERWANI (PRESIDENT & CEO)

2.3.3: DIRECTORS

• PERVAIZ IQBAL BUTT

• FARRAKH QAYYUM
• ABDUL AZIZ KHAN
• AHEIKH JALEES AHMAD
• MUHAMMAD WASEEM MUKHTAR
• SHEIKH MUKHTAR AHMAD
• TASNEEM M. NOORANAI
• NAZRAT BASHIR
• MUBASHIR A. AKHTAR

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2.4: EXECUTIVE COMMITTEE
• Mr. Khalid A. Sherwani
• Mr. M. Naveed Masud
• Mr. Akhter Ali Khan
• Mr. Tahir Saeed Effendi
• Mr. Mohammad Yaqoob
• Mr. Masud A. Sidique
• Mr. Anwar Zaki
• Mr. Khalid Mehboob
• Mr. Sayed Mujtaba Gillani
COMSATS Institute of Information Technology, Sahiwal
President & (CEO)
Senior Executive Vice President
Head Credit
Head I.T & Financial Officer
Head Islamic Banking & Planning Div
Head Human Resource
Head Treasury
Head Business Promotion
Head Special Vigilance Unit
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2.5: SWOT ANALYSIS OF ABL 89/6-R

By checking SWOT analysis of the branch the present and future conditions and status
of the organization can be evaluated. To run an organization it is very important to know
the strengths of that organization so that they can be made the competitive advantage
of that firm against its competitors. Same is the case with weaknesses that by knowing
them a firm can try to overcome those weaknesses.
And by knowing the opportunities and threats of a firm or an organization, that
organization can make plans for its future. It can avail the opportunities and avoid the
threats.
So following is the SWOT analysis of ABL 89/6-r branch that is in my view and the
knowledge.

2.5.1: STRENGTHS

• 89/6-r branch has first mover advantage, there are two banks near about it MCB
and NBP but people prefer to deposit there cash in this branch because it was
establish first and best relation with customers
• There is no line to withdraw the amount just fill the slip and give to the CSM and
sit on you seat after verification the cashier calls your account no and on counter
you can easily receive your cash
• There is no token system

• The Bank has very strict rules and regulations about the customer’s complaints.
The customers are treated as very special persons in the Bank.

• The branch have an edge on other branches that’s in emergency case any staff
member is missing they can hire the alternative person who is well known about
the work
• This branch provide same account number facility it mean if any person have
more then two account in this branch this branch provide just one account
number which is help full for account holder

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 • Branch provide facility to the staff member to get the car on lease without paying
extra taxes but this facility is only for staff members
• Give shares to the branch manager and other staff members when branch fulfill
their targets as a reward

2.5.2: WEAKNESSESS

• Mostly there is problem exist in the ATM machine

• The technical training of the staff is negligible that is in case of the absence of
computer there is no alternate trained person who can record the daily
transactions
• The lower staff is not so much cooperative as compared the lower staff of other
branches

• No entertainment facilities are available in the Bank when customer goes to the
Bank and wait for a longer time.

• Advertisement of the branch is not such goods as of other banks

• Out look of the ABL branches is not attractive as compared to the MCB and NBP

• The control of the manager is not effective, Some time The behavior of the bank
manager rude
• No efforts are made to recover the outstanding debts
• There is no facility for receiving and satisfying complaints and inviting suggestion

2.5.3: OPPORTUNITIES

• As a result of the different steps taken by the Government regarding the

betterment of the economy, small borrowers are attracted to get the financing
and start small businesses. So, ABL has an opportunity to attract the customers
by giving them attractive schemes

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 • They have wide area network in all over the Pakistan, if ABL can make it possible
the fast delivery of fund from abroad through online banking, it can cover the
major market of Pakistan which still is capturing by ‘Hundi

• If any party is late to return their loan which is borrow from the branch the bank
manager manage it and provide facility that after some extra days you can return
it

2.5.4: THREATS

• One of the biggest threat of the 89/6-r branch is the increasing rate of dissatisfies
customer. Most of the customer were observed to be dissatisfied with the delays
in their servicing

• First threat is that of political influence. Three boards of directors are of

government. So that they can influence on the decisions of the ABL.

• New Privates Bank coped with emerging new Technology of IT.

• Services charges is higher then other banks

• The biggest threat to the operational success of the branch is the better
competitor’s services. Many private sector banks are offering higher rates of
return to customer then Allied Bank of Pakistan
• All the banks are the competitor of ABL When branch provide loan to the
customer it charge low interest rate that is threat for the bank and for the low
interest rate the earning is low
• Due to continuous political instability in the country the foreign exchange
accounts and overall growth of financing sectors has really declined a lot
• High pressure interest groups are developing which poses a constant threat to
the Allied Bank.

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2.6: MARKETING STRATEGY

The target market of the branch is all the salaried persons, labors house wives, retired
people and all those type of people who want to save cash for their future life. Where as
the big business men and big investors, financers, can deposit and withdraw their cash.

• As internee I saw that how this branch creates public relation with others
to contribute and bring about positive changes in the area. Some time branch
organize concerts and games for special children’s who can not participate in
any game it mean organize special children concert and also invited there
parents to provide information about the bank so this is a way to create public
relation. A Musical evening was also arranged for children’s; most of those
students never had an opportunity to participate in any such lively event. This
musical event creates a will to do something and this day makes an
unforgettable day they will remember for many months to come.

• Some time branch organize matches between different villages and support
the players with finance and gifts and some time the branch distribute
pamphlets.
• At the time of independence branch organize a big hall and invited different
schools children and there parents the students perform there performance
and after the end of the day they distributes gifts and provide entertainment to
the whole crowd and describe little address about the performance of the
bank and there is mention about the benefits of the bank.
• Some time branch organize quiz competition among different schools
students all the faculty member and parents of the children are also invited
the look the children performance and enjoy it and after the end prizes
distribution ceremony and little address with crowed about the branch and the
spending time with village so from this way branch done his publicity.

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2.7: COMPETITIVE STRATEGY

ABL 89/6-r branch has this strategy that it always gives first priority to its customers as
compared to other banks. According to their strategy it is the demand and need of
customers which should be given priority and importance, so that if customers will get
what they really want then definitely they will be satisfied and prefer then bank over
others. Another important thing which differentiates them is that, this branch believes
that making your existing customers loyal is very important, because it is really the
existence of your already existing customers that attracts new people, like a famous
saying that money attracts money so in the same way loyal customers attract new
customers. To achieve this motive, this branch has made it its policy to give its
customers full time and attention, to introduce them with new policies, through their
employees, help line number, pamphlets, magazines, and it is made the duty of its
employees to deal with customers in such a manner that they feel very safe, that they
have got all the safety of their wealth, full attention and interest by the bankers.

2.8: BUSINESS PROCESS ANALYSIS

In business process analysis there is include that how much department are exist in the
branch and how they perform there duties and what kind of product and services offered
by the branch.

2.8.1: DEPARTMENTS

1. Cash department
2. Clearing department
3. Online facility provider department
4. Utility bills paid department
5. Advance and credit department

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 1. Cash basis transaction pass in this department any party wants to deposit or
withdraw cash then can easily deposit or withdraw cash there is a cashier who
handle all the transaction and maintain the record in the books.
2. In clearing department there are two types of clearing inward and outward
clearing we can send cheques to other branch and received cheques by other
branch which transaction passed by last day
3. From this department cash send from our branch to another branch of the bank
with in seconds firstly fill up the slip and mention the amount and the remount
branch name and account holder account number and name after it slip given to
the officer and amount given to the casher after some time cash send to the
remount account
4. in this department there is paid only utility bills through cash and cheques and
maintain record into the computer

2.8.2: SERVICES OFFERED BY ABL 89/6-r BRANCH

This branch provides many services to its customers which really serves it as its
competitive strategy. All the performance of a bank mainly depends on the services
provided by its customers, better and higher the services greater the performance. All
the new customers and the already existing ones really get attracted by the
performance of the branch. The most prominent service offered by ABL 89/6-r, which
differentiates it by other banks is the online transaction facility. ABL is that one bank
which has the largest network all over the country to provide this facility; this service is
provided in each and every branch of ABL. Other services which is provided by the
branch included lockers, Home remittance, remittances, internet banking, and Utility
bills. This branch uses these services to win its customers and their level of satisfaction
as its competitive strategy.
• ABL, keeping in mind the queries and problems of its customers has set up a toll
free number, to provide facility to its customers, so that if they face any problem
they can simply contact to the branch to get help. And this number costs nothing

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 to its customers as it’s a toll free number, simply its made for the convenience of
its customers.

ONLINE BRANCH NETWORK

Online banking facilities are available for the customers to maintain their accounts

 Cash deposit for immediate credit to remote branch

 Remote cheque Encashment from the branch
 Instant funds Transfer between any two online branches
 Remote balance inquiry and statement of accounts

UTILITY BILLS

This branch collects utility bills as electricity and telephones through cash and cheques.
Utility bill payment facility pays your telephone, electricity bills through ATM of the
branch without having to wait in long queues outside your branch.

2.9: PRODUCTS

PRODUCTS OFFERED BY ABL 89/6-R

Branch offers products towards the customers. The following products are available for
the customers:

• Lockers
• Cheques Book
• Allied Cash+ Card
• Demand draft (DD)
• Payment order (PO)
• Online Banking

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2.9.1: LOCKERS

ABL 89/6-r branch given its customers the facility of lockers, so that they can secure
their important things in the lockers, for example gold, important documents or anything
which a person wants to keep safely. ABL lockers are available in three different sizes
large, medium, and small on a yearly fee. There is no need to open account to get the
facility of lockers.

2.9.2SAFE DEPOSIT LOCKERS INSURANCE

The bank has already informed its safe deposit locker holders through half yearly
statement of accounts.

Maximum insurance ceiling provided for each category of lockers is mentioned

hereunder:

Serial Locker size Annual locker rent Maximum loss

number (current) coverage/Limit
1: Small Rs. 1500/- Rs. 500,000

2: Medium Rs. 2000/- Rs. 1,000,000

3: Large Rs. 4000/- Rs. 1,500,000

2.9.2: CHEQUE BOOKS

Cheque book issued according to the nature of account .There are two types of cheque
books, the first one is of 25 leaves and the second one is of 50 leaves. For current
account 50 leaves book we issued and for saving account there are 25 leave book.
The charges will be rupees 125 for 25 leaves and 50 leaves cheque book charges are
250 rupees. Cheque book issued after one week for opening of account, the first
cheque book is free and if customer wants to reissue next cheque book.

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2.9.3: ALLIED CASH + CARD

Allied bank ATM Debit card, also referred to as Allied Cash+, can be used to withdraw
cash and may also be used as a debit card at merchant locations / service outlets
having ORIX POS terminals and displaying the ORIX logo. Through this card you can
have an experience of Cashless shopping at thousands of merchant locations. Get
instant cash and check balances. Here is what they have to offer:

• Round-the-clock cash withdrawals

You can make withdrawals up to Rs: 25000 in a day (depending upon your deposit)

• Balance inquiry and mini statement of account

The ATM screen will reveal the balance in your account. A mini statement
Comprising last 8 transactions can also be obtained from the ATM.

• Pin change
You can now easily change your Pin at regular basis to maintain security.

• Utility bill payment facility

You can easily paid telephone, electricity bills from the branch ATM’s without
wasting time.

• Funds transfer facility

You can easily transfer cash from ATM machine with in seconds .

2.9.5: DEMAND DRAFT

Demand draft is one of the most popular banking instrument in the trade circles to settle
business deals and transferring funds from one place to another. 89/6-R provide this
facility to their customers

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2.9.6: PAY ORDERS

Pay Order is a bank instrument issued by a bank in Pak rupees at the request of a
customer through banking channel.

2.10: 1 LINK NETWORK

In continuation of ALL TIME BANKING SERVICES, with the country wide network of
779 branches, ABL has also enhanced ATM services by joining the 1-LINK SWITCH
which has following member banks.
• AL BARAKA ISLAMIC BANK
• ALLIED BANK LIMITED
• ASKARI COMMERCIAL BANK LIMITED
• ATLAS BANK LIMITED
• BANK AL HABIB LIMITED
• BANK ALFALAH LIMITED
• BANKISLAMI PAKISTAN LIMITED
• CRESENT COMMERCIAL BANK LIMITED
• DUBAI ISLAMIC BANK PAKISTAN LIMITED
• EMIRATES GLOBAL ISLAMIC BANK LIMITED
• FAYSAL BANK LIMITED
• FIRST DAWOOD ISLAMIC BANK LIMITED
• HABIB BANK LIMITED
• KASB BANK LIMITED
• MEEZAN BANK LIMITED
• NATIONAL BANK OF PAKISTAN
• SONERI BANK LIMITED
• STANDARD CHARTERED BANK PAKISTAN LIMITED
• UNITED BANK LIMITED
• MYBANK LIMITED

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The card holders of ABL are thus able to access member banks ATM’s for balance
inquiry and can withdrawal simultaneously vice versa.
The card holder’s member banks can access ABL’s ATM machines.

Every ATM which is connected with 1-LINK SWITCH has a logo which indicates that 1-
LINK SWITCH member can access the ATM.

2.11: TYPES OF ACCOUNTS AND PACKAGES OFFERED BY ABL 89/6R

The different types of accounts offered by ABL are:

• PLS saving account (profit and loss saving account):

• Current account:
• ABA account (Allied business account)

2.11.1: PLS SAVING DEPOSIT

Branch offers PLS savings account facility to it’s customers with the following attractive
features.
• Attractive return up to 1% per annum

Free online transaction, DD, PO for depositors maintaining average monthly balance of
Rs: 25000(M) and above during the previous month.

2.11.2: CURRENT ACCOUNT

Branch offers current account facility for individuals as well as institutions and
commercial customers.
Free online transactions, DD, PO for depositors maintaining average monthly balance of
Rs: 25000 (M) and above during the previous month.

2.11.3: ALLIED BUSINESS ACCOUNT

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Branch offers a banking experience beyond expectations. Allied business account is a
non-profit current account with countless benefits and services. If you are a business
man, trader or an individual Allied business account is an ideal proposition for you.
• Minimum average balance Rs:10000/- monthly
• Transaction limit No limit
• Eligibility All individuals and institutions

AVERAGE MONTHLY SERVICES CHARGES

BALANCE

Rs: 500,000 and above Online/Manual remittance Free

Rs: 500,000 and above Outward Cheque return Free

Issuance of
Rs: 500,000 and above DD/TT/PO/OBC/Expression Free
collection

ADDITIONAL BENEFITS

• 24 hours helpline service

• Free internet banking facility
• SMS transaction alerts
• ATM/DEBIT card for cash withdrawals through any ATM and debit transactions
at various retail outlets

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PREMATURE ENCASHMENT

No profit shall be paid from the date of issue, if en-cashed before completion of 6
months. In case encashment take place after 6 months, In case encashment takes
place after 6 months, the profit is to be paid for completed half year on the prescribed
rates and 6% for the completed months as per the projected rates.

2.9: SERVICE QUALITY TRAINING GIVEN TO THE EXISTING EMPLOYEES IN THE

89/6-R BRANCH

SERVICE QUALITY TRAINING

Branch is focusing on quality customer services to deliver the best customer

experience. The aim of the Service Quality Group is to create Service Awareness
across the bank where every individual has the willingness to help both internal and
external customers and provide prompt services while adopting a personalized
approach. To put this in effect, the role of the service quality group is to conduct service
oriented training programs, which would be conducted across the customer touch
points.
The participants were the CSO’s, Branch Managers, CSM and Tellers.
The aim of this training was to develop the skills and knowledge of our frontline staff on
delivering consistent courteous behavior, which would consequently build trust and
confidence in branch customers.

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Chapter 3

LEARNING AS A STUDENT INTERN

3.1: Duties and accomplishment

In the branch my I perform different types of duties in different department. I was rotated
in different departments in different weeks, so that I could get the experience of different
tasks in the bank. But my duties were always supervised by the employees of the
branch so that I do not make any major mistake. My duties are mentioned as follows.

3.1.1: ACCOUNT OPENING

During my first two weeks in the bank I did work in account opening department. During
my training in that department I was taught that how to open the account of the
customers in the bank. That whenever a customer comes how he should be explained
about the types of accounts and the benefits provided in each account. My supervisor
told me that how to fill the account opening form and which documents are required for
opening the account.
But I didn’t use the software system of the bank because it’s a very sensitive issue and I
was not so much trained that’s why I used to only fill the forms and do stamping on
them.

3.1.2: CLEARING DEPARTMENT

• I also spent two weeks in clearing department. I learned to fill the deposit slips
of current and saving account in this department.

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 • I also learned to fill the cheques in this department, as most of the customers
do not know that how to fill the cheques and deposit slips (mostly the labor
class and others who do baking by giving just thumb impressions).
• I also learned to do clearing of inward and outward cheques.
• I learned to make OBC’s
• I learned to make Demand drafts
• AND I also learned to enter the daily inward and outward proceedings in the
register as record

3.1.3: ONLINE TRANSFER OF MONEY

In this department I learned to make transfer slips and see the online transfer of money
from one branch of ABL to another, I spent one week in this department.
I couldn’t get a chance to transfer money myself online because this is a very sensitive
issue. That’s why I was assigned the duty of filling the online slips of the customers, to
tell them about this facility and solve any of their quires. As online transfer facility is the
point on which branch really has comparative advantage that’s why a lot many people
used to come for online transfer of money every day and as it’s a new service and
people used to have many queries and I had to solve them ,that’s why it kept me very
busy all the week.

3.1.4: ATM’S, CHEQUE BOOKS AND LOCKERS

I also spent one week in this department. I learned how to issue ATM card, cheques
books and to operate lockers. Whenever any customer used to come to collect his or
her ATM, cheques book then I used to take his sign on the register as record, do
stamping, write date of issuance, match his sign with sign card and then provide him his
card and cheques book. It was also my duty to explain him the working procedure, so
that if any customer had any problem in his mind he can question to me.

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3.1.5: DIVERSE DUTIES

In the last week of my internship, I had to perform some other duties as well. Calling
was one of those duties. It’s manual checking of the record produced by the computer
pertaining encashment, transfer and collection of cheques and other instruments like
deposit slips and online slips.
I also had to do arrange the cheques in the evening.
One of my duties was also to do phone calls to customers to remind them about their
ATM cards and cheque books.
I also had to do customer care service, means if any customer had any query about any
procedure or if he wanted information regarding any account then I had to explain him
all the procedure.

3.2: NEW KNOWLEDGE ACQUIRED

3.2.1: CHEQUE BOOK ISSUE

Whenever a person opens an account with branch, for this purpose he has to fill a
requisition slip, and then after about six days of opening of account he gets his cheque
book, which comes from Karachi. And first cheques book is free of cost.

There are two types of cheque books:

• The first type of cheque book has 50 leaves.
• The second type of cheque book has 25 leaves.

There is also another requisition slip inside each cheque book, which is used for the
purpose of reissuence of a new cheque book if the leaves of first cheque book start
finishing. There is written the title of account holder, his account number, the stamp of

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Allied bank and the signatures of the authorized person on every page of cheque book
and also on the requisition slip.

3.2.2: OPEN NEW ACCOUNTS

As internee I had learned that how open new account and what kind of term and
condition should be fulfill for opening the account.
• A signature card
• Requisition slip
• The main account opening form
• Acknowledgement
• Know your customer profile
If any person want to use ATM there is
• ATM application form
These all forms will be filled by the customer and following things are required by the
customer:
• A copy of NIC
• A copy of job evidence or student id card copy

If the customer wants to change his signature on the account opening form then he has
to fill another form that is called
• Undertaking form
By this form customer can change his signature

One the person completes these forms then his account is opened, the account opening
officer gets this form signed by CSM officer and the Manager of the bank. Then the
account opening officer enters the account opened in the software system. He also
scans the Signature card onto the system software, and gives the Requisition slip and
ATM request form to the officer responsible for issuance of Cheque book and ATM. And

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attaches a Letter of thanks with the remaining forms and now the person is an account
holder of the bank.

The minimum amount of money for opening account is Rs: 1000, which has to be
deposited by the customer at the time of account opening.
Illiterate persons give their Thumb impressions instead of Signatures.
Now a days those ladies which do Pardah also need to submit the photograph.
After a few days the Bank sends or mails another copy of Letter of thanks to the
customer as well.

3.2.3: ZAKAAT

From the 1st Ramadan zakaat is deducted from the account holder according to the
Islamic rate. But the people who do not want to deduct zakaat by the bank and want to
distribute it at their own they concern with bank and said that they don’t want to deduct
there Zakaat by the bank but want to distribute own self so for this instance bank fill the
form by the account holder and the bank can not deduct Zakaat from the account
holders account.

3.2.4: CLEARING DEPARTMENT

There are two types of clearing:

• Inward clearing
• Outward clearing

3.2.5: CLEARING CHEQUES

This department receives the cheques and other negotiable instruments drawn on local
branches of other banks. NIFT has a clearing house, in which cheques and other
negotiable instruments are brought by each local bank representative and the claims of
each bank on other is offset and a settlement is made by the payment of difference.
Clearing system is helpful for both the customers and bank in saving money, time and
labor.

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PROCEDURES

The cheques and drafts which come to branch from different banks. They entered into
the register. After this process the balance with total drafts and total amount are given
to the representative in shape of clearing. ABL works under the rules and a regulation
set by the State Bank of Pakistan (SBP) and ABL has an account with SBP. The main
work of the clearinghouse of SBP (NIFT) to collect inward and outward cheques and
maintain the record as branches. The clerk of forwarding branch prepares the schedule
and vouchers of all the clearing cheques, which he receives by the clerk on that day and
sends these cheques to the checking officer. Checking officer passes these cheques
and vouchers by his signatures, endorsement stamp and branch special crossing
stamp. Clerk posts the contra entries of these vouchers in the clearing register.
Representatives’ banks collect these cheques. Next day at 8:30 A.M. representatives of
all local banks and foreign banks exchange their cheques, which are drawn on their
banks.

The clearinghouse debits/credits the payee/receipt branch with the total amount of the
cheques paid on their behalf. The settlement of book entries e.g., if ABL is to give Rs. 4
Million to AL Faisal bank and AL Faisal has to give Rs.3 million to ABL then ABL will
draw a cheque of 1 Million in favor of AL Faisal. SBP will debit this amount from ABL
account and credit of AL Faisal account. In this way mutual cross debiting and crediting
in the books of SBP settle the banks account.

3.2.6: PAK ACCOUNT

All the inter-bank adjustments will be affected through head office account called Pak
account. It will be essential for the branch to advise pak account of each transaction so
that they may also pass the necessary entries in their books. The NIFT will send a
consolidated debit/credit advice to the branches in respect of clearing cheques
delivered to or received from the branches. The amount of the advice will agree with the
total amount appearing in the schedule of cheque delivered/received. The head office

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will similarly send advice to the branches of the returns, if any. Copies of all advices will
be sent to the head office.

3.2.7: INTER-BRANCH CLEARING AND COLLECTION

Branch receives the cheques and other negotiable instrument drawn on other branches
of the same bank. Main branch of ABL handles the transfer and delivery of cheques.
The same clearing cheque procedure will be adopted in the transfer deliveries except in
case when the facility of SBP is not availed. In case of cheques drawn on one branch
and collected by another branch for the credit of its constituents, the branch delivering
the cheques will send a consolidated debit advice. If any cheque is returned unpaid, a
credit advice will be sent to the branch returning the cheque.

3.2.8: COLLECTION CHEQUES OR OBCs

The collection cheques/OBCs are the cheques, which we have cleared for our
customers when some of our customers receive the cheque that is of some other city.
These types of cheques are known as collection cheques or the other name we gave
them is OBC

PROCEDURE OF COLLECTION

On the cheque there is written that the person To Whom It May Concern can cash it
from the certain branch of the bank in favor of which it’s drawn. The customer presents
the cheque to his branch, which sends a document called “OBC” to the bank that has to
make the payment. The clearing department of the receiving bank follows a prescribed
procedure and credits the amount to sending bank through a central account
maintained by each bank with SBP.

ABL sends the cheque to its own branch if available for collection from the payer’s
banks otherwise the OBC is directly sent to other bank.

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3.2.9: MAINTAINING REGISTER for OBCs

I maintain the register in which we have the serial no for OBCs with other details like
amount, date, sending and receiving branches’ codes. Every OBC is entered in that
register on daily basis.

If OBC is not cleared due to any fault, we take it back as a return but after that we call
the concerned person and we also write name of the person.

3.2.10: ONLINE TRANSFER

Online transfer is a very interesting department as well. Any person who wants to
transfer some amount from minimum 500/- to 500,000/- can transfer from our branch to
another branch of ABL within minutes. The fee charged for this service for within city is
Rs: 175/- and inter city is 375/-.The only thing which i had to do was to fill the slip of
online transfer in which the most important columns were;
• Name and code of remote branch
• Title of the remote account
• Account number of remote account
• Applicant’s name
• Amount to be transferred in words
• Amount to be transferred in numbers
• If cheque is submitted then the number of cheque
• A copy of NIC

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3.3: PROBLEMS ENCOUNTERED

• The biggest problem I had to face during my start of internship was the NEW
ENVIRONMENT. In the beginning it was very difficult to understand the
environment of the organization. In the first weak I face loat of problems I feel
hesitation to ask any question about any query. Basically it was all because of
being in a new place. But after a week I started adjusting with them and after two
weeks I also felt that I am a part of this branch.
• The second problem was that I faced to be formal there, like as we are very
casual and free minded in university life but when I was in the bank, I really felt
that I have to be very formal all the time.
• Then another problem which I faced was the hectic routine of the bank. I had to
go on time, work or at least to sit on a single place from 9 to 5 and be formal and
present minded all the time without being non serious. And as all the customers
used to come for things related to finance, which is a very sensitive issue that’s
why I had to be very attentive all the time.
• The knowledge which we acquired through our books is totally different from the
practical knowledge that’s why I feel some problem to understand the things. And
all those things which we have studied in our books in the form of different
theories when I had to apply them practically it was not so easy but in some case
is totally different.
• The major problem which I faced was hectic routine work from 9 am to 10 pm.

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3.4: HOW EXPERIENCE IMPACTS MY CAREER

By doing internship for 6 weeks and 3 days in Allied bank limited 89/6-R branch I have
learned a lot of practical experience of doing work, which was really different from the
experience of student life. By doing internship I learned the knowledge of banking sector
which is not so easy I have learnt the meaning of time management, responsibility and
professionalism. From this experience now I can decide well that should join banking
field or should go for another one.

The main thing which I saw by doing this internship was the confidence and knowledge
which we gain from our student life is far more different from this one because
whenever I used to talk or deal with those bankers who are in banking sector from more
then a decade they provide me a lot of knowledge to deal with daily routine matters of
banking sector.
Whenever I used to meat with such highly professional bankers I used to hesitate in the
beginning but as time spend I also gained much confidence and a ask question about
anything which create problem for me.
In the beginning it was very difficult for me to interact and work with such formal people
in such a formal/professional environment but with the passage of time that I really leant
to work with them and talk to them and now I think I will not find any difficulty in at least
understanding the environment of organizations and offices when I will start my job in
near by future. I also feel that I have also understood the basic culture and environment
of professional life which is very important to understand for doing any kind of job.

Now I really feel that the knowledge which I got by working in ABL for six weeks and
three days will be really helpful to me in future as I have got the experience of General
banking during my student life in my vacations from university. This experience will also
help me in getting a good job in near future because now at least I have some
experience of work.

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REFRENCES

• www.abl.com.pk
• www.google.com
• Interviews with Bank Staff

MR. JAVVAD RAFIQ, CSM, ABL COMPREHANSIVE ROAD Branch Sahiwal (Personal
interview July, 07, 2010)
MR. SHAHID, BM, ABL COMPREHANSIVE ROAD Sahiwal (Personal interview July, 07
2010)
MR,DILBAR, Credit officer, ABL COMPREHANSIVE ROAD Sahiwal (Personal interview
july 07, 2010)
History retrieved July 08, 2010 from
https://www.abl.com.pk/aboutus/
Mission, vision retrieved July 08, 2010 from
https://www.abl.com.pk/aboutus/financial_report/report_2009/annual_dec09/
Board of directors retrieved July 09, 2010 from
https://www.abl.com.pk/aboutus/board_directors/
Overseas locations retrieved July 10, 2010 from
https://www.abl.com.pk/overseas/

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