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Executive Summary of the Project *:

Commercial Banking in its very nature is a very complex industry. It has under its fold thousands of different products for varied requirements of the customers, be it investments, Loans, Safe Custody, in form of bank lockers etc. After an exhaustive research, we have found that there are certain things HDFC Bank can do to enhance its Services experiences & build favourable brand equity. The findings are enumerated below: 1. HDFC Bank & Cheques: We recommend introducing the BAR Codes in the cheques for accurate & faster processing, besides reducing the customers average wait time in the queue. The HDFC banking business runs on Flexcube & Finware, both from I-Flex. During my tenure in Wipro Technologies (Support), we in collaboration with I-Flex (Software Provider) created many new functions for CITI bank as it also runs on Flex Cube. 2. Migration Of Accounts: We recommend that the customers be able to PORT his/her a/c to different city without any change in a/c no.. This way the customers will be freed from the hassles of opening a new a/c in the new city. This will also boost the motivation of the Tellers as when the customers of different branch deposit in a branch. This customer is unwelcome as his deposit does not accrue to the branch. 3. HDFC Bank & Debit Cards: We appreciate the Insta-Saving accounts offered by HDFC Bank, which has a Welcome Letter, a Cheque Book, Internet Banking User name & Password & a Debit Card (Without Name) & PIN. We recommend that a Debit Card with the Customers name engraved on it be sent to the customer, post a performance check of the account, maybe after 3-6months. The debit card may either be sent on permanent postal address of the customer or maybe delivered to his/her home branch & the customer maybe intimated accordingly.
4.

HDFC Bank & Internet Banking: HDFC Bank has a very advanced net banking security system. It`s
Net Banking login is a two-step process with Secure Access image and text verification. However, we understand from our research with large number of customers of the bank that 24 hours for activation of the BENIFECIARY is a lot of time for online fund transfer. We recommend that an email/sms/IVR call maybe sent with the activation code for instantaneous activation.

5.

HDFC Bank & Credit Card: While going through the Process Control Manual of HDFC Bank, we
found that once the Credit Card has been rejected to the customer. He has to wait for 6 months to get eligible for re-application. We recommend that the time limit be reduced to 3 months only as the customer may have fulfilled the previous deficiencies.

6.

Cash Pick up Vans*: Our interaction with a large no. of Business men in Lal Chowk & Karan Nagar
revealed that they wish bank comes to collect cash every EOD. They revealed it is hassle to visit bank every day for cash deposits.

7.

Main Branch Carpet Area: We have observed that the carpet area of main branch Residency Road is less & it becomes chaotic & crowded during the busy hours. We recommend either to extend the existing area or set up a new branch in LAL Chowk.

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