INDEX Sr no.

1 2 3 4 5 6 7 8 9 10 11 12 13

Name of the content INDEX DECLARATION ACKKNOWLEDGEMEN T INTRODUCTION ORGANIZATION PROFILE CAPITAL STRUCTURE BENEFITS OF FIVE S COLOR CODING MANAGEMENT AND TECHNOLOGY PRODUCT SCOPE MILESTONE IN HISTORY MERGER

Pg no. 2 3 4

5 7 9 11 13 15 16 22 26 27 28

14

15 16 17 18

QUALITY POLICY OBJECTIVES OF RESEARCH PROJECTS COLLECTION OF DATA DATA ANALYSIS CONCLUSION BIBILOGRAPHY

31 32 39 40

INTRODUCTION TRAINING Training is concerned with imparting developing specific skills for a particular purpose. Training is the act of increasing the skills of an employees for doing a particular job. Training is the process of learning a sequence of programmed behaviour. In earlier practice, training programme focused more on preparation for 6

improved performance in particular job. Most of the trainees used to be from operative levels like mechanics, machines operators and other kinds of skilled workers. When the problems of supervision increased, the step were taken to train supervisors for better supervision. DEVELOPMENT Management development is all those activities and programme when recognized and controlled have substantial influence in changing the capacity of the individual to perform his assignment better and in going so all likely to increase his potential for future assignments. Thus, management development is a combination of various training programme, though some kind of training is necessary, it is the overall development of the competency of managerial personal in the light of the present requirement as well as the future requirement. Development an activity designed to improve the performance of existing managers and to provide for a planned growth of managers to meet future organizational requirements is management development.

REASON FOR SELECTION OF THIS TOPIC: The financial sector is one of the booming and increasing sectors in India. The Personal Banker are one of the most powerful, efficient and effective channel through which the company sales its various types of financial products and company takes operational work also. It is really difficult to convince customers and sell a single product and accomplish operational work. Whereas in my entire project work I found my interest in working in a team, dealing with customers and finally convincing them to buy a product. 7

IMPORTANCE TO THE COMPANY: The ultimate purpose of giving me this topic was to know about the customers perceptions about the different products of the bank, and to know about operational process. how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology. LEARNING FROM THE STUDY: The process of bank related transaction, bank related various terms, work environment of HDFC Bank. Different products and services provided by the bank. Customers perception about the different products. The brand image of the bank. What are the problems faced by customer on daily basis. How to communicate with the customers. Different techniques of dealing with the customers. How to convince and convert a customer into a real customer. and at the last how to better response to the customer problem. ORGANIZATION PROFILE COMPANY HISTORY: The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its

PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial 9

markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People.

CAPITAL STRUCTURE The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about 17.6% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.

DISTRIBUTION NETWORK HDFC Bank headquartered is in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

WORK PLACE TRANSFORMATION FIVE S PART OF KAIZEN Focus on effective work place organization believe in Small changes lead to large improvement Every successful organization have their own strategy to win the race in the competitive market. They use some technique and methodology for smooth running of business. HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization. Five S Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place. BENEFIT OF FIVE S

1. SORT: It focus on eliminating unnecessary items from the work place. It is excellent way to free up valuable floor space. It segregate items as per require and wanted. 2. SYSTEMATIZE: Systematize is focus on efficient and effective Storage method. That means it identify, organize and arrange retrieval. It largely focus on good labeling and identification practices. Objective: A place for everything and everything in its place. 3. SPIC- n - SPAN: 13

Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership. 4. STANDERDIZE: It focuses on simplification and standardization. It involves standard rules and policies. It establish checklist to facilitate autonomous maintenance of workplace. It assigns responsibility for doing various jobs and decides on Five S frequency. 5. SUSTAIN: It focuses on defining a new status and standard of organized work place. Sustain means regular training to maintain standards developed under S-4. It brings in self- discipline and commitment towards workplace organization. COLOR CODING In the HDFC BANK each department has their different color coding apply on the different file. Due to this everyone aware about their particular color file which is coding on it and they save their valuable time. It is a part of Kaizen and also included in the system of the Five S. Logic behind it that, the color coding are always differentiate the things from the similar one.

DEPARTMENT Welcome Desk Personal Banker Teller Relationship Manager Branch Manager Demat Others

MANAGEMENT Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Senior executives representing HDFC are also on the Board. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength. TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multibranch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. The Bank's business is supported by scalable and robust systems which ensure that our clients 16

always get the finest services we offer. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share. HDFC BANK business strategy emphasizes the following: Increase market share in Indias expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service. Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs. Maintain current high standards for asset quality through disciplined credit risk management.Develope innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector. Continue to develop products and services that reduce banks cost of funds. Focus on high earnings growth with low volatility. PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet the every need of the people. The company cares for both, individuals as well as corporate and small and medium enterprises. For individuals, the company has a range accounts, investment, and pension scheme, different types of loans and cards that assist the 17

customers. The customers can choose the suitable one from a range of products which will suit their life-stage and needs. For organizations the company has a host of customized solutions that range from funded services, Non-funded services, Value addition services, Mutual fund etc. These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company. The products of the company are categorized into various sections which are as follows:

PRODUCTS AND SERVICES AT A GLANCE 1. PERSONAL BANKING SERVICES A. Accounts & Deposits Savings Account

18

Current Account Current Account

Fixed Deposit

-in Account
19

Recurring Deposit Demat Account Safe Deposit Locker B. Loans

ainst Property

C. Investments & Insurance

20

Gold Bar D. Forex Services s Cheques

E. Payment Services ill

-Monies Electronic Funds Transfer

F. Access Your Bank - One View

21

G. Cards

2. WHOLESALE BANKING SERVICES

-Membership sub membership

-ups

nstitutions
22

3. NRI BANKING SERVICES

Payment Services

Remittances

MILESTONES IN THE HISTORY 23

HDFC Bank began its operations in 1995 with a simple mission to be a "World-class Indian Bank". They realized that only a single-minded focus on product quality and service excellence would help us get there. Today, they are proud to say that they are well on our way towards that goal. It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally.

2009 Asia Money 2009 Awards

'Best Domestic Bank in India'

IBA Banking Technology Awards 2009 'Best IT Governance Award - Runner up' Global Finance Award 'Best Trade Finance Bank in India for 2009 IDRBT Banking Technology 'Best IT Governance and Value Excellence Award 2008 Delivery' Asian Banker Excellence in Retail 'Asian Banker Best Retail Bank in Financial Services India Award 2009 '

2008 Finance Asia Country Awards for 'Best Bank and Best Cash Achievement 2008 Management Bank' CNN-IBN 'Indian of the Year (Business)' Nasscom IT User Award 2008 Business India Forbes Asia Asian Banker Excellence in Retail Financial Services Asiamoney Microsoft & Indian Express Group World Trade Center Award of honour 'Best IT Adoption in the Banking Sector' 'Best Bank 2008' Fab 50 companies in Asia Pacific Best Retail Bank 2008 Best local Cash Management Bank Award voted by Corporates Security Strategist Award 2008

For outstanding contribution to international trade services. Business Today-Monitor Group survey One of India's "Most Innovative Companies" Financial Express-Ernst & Young Best Bank Award in the Private Award Sector category Global HR Excellence Awards 'Employer Brand of the Year 2007 2008'

- Asia Pacific HRM Congress: Business Today

Award - First Runner up, & many more 'Best Bank' Award

MERGER HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and approved, subject to due diligence, the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab. The combined entity would have a nationwide network of 1,148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs. 1,200 billion and net advances of around Rs. 850billion. The balance sheet size of the combined entity would be over Rs. 1,500 billion. Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We were amongst the first to get a banking license, the first to do a merger in the private sector with Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private sector banking space in India. HDFC Bank was looking for an appropriate merger opportunity that would add scale, geography and experienced staff to its franchise. This opportunity arose and we thought it is an attractive route to supplement HDFC Banks organic growth. We believe that Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent and approach to business. Mr. Aditya Puri, Managing Director, HDFC Bank said, These are exciting times for the Indian banking industry. The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing.

Im particularly bullish about the potential of business synergies and cultural fit between the two organizations. The combined entity will be an even greater force in the market. Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, Over the last few years, Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large nationwide network, an extremely valuable franchise, 7,500 talented employees, and strong leadership positions in the market place. I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global level. Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said, We are extremely pleased to receive the go ahead from our board to pursue this opportunity. A merger between the banks provides significant synergies to the combined entity. The proposed merger would further improve the franchise and customer proposition offered by the individual banks.

QUALITY POLICY SECURITY: The bank provides long term financial security to their policy. The bank does this by offering life insurance and pension products. 28

TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it will aim to manage their investments very carefully and live up to this trust. INNOVATION: Recognizing the different needs of our customers, the bank offers a range of innovative products to meet these needs. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ONE FOR ALL AND ALL FOR ONE TEAM WORK JOY AND SIMPLICITY RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT

PROBLEM DEFINATION: Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company, HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support. The communication technique and dealing with the customers is also a problem to the personal banker. OBJECTIVES OF RESEARCH PROJECT: PRIMARY OBJECTIVES: those which are provided by the bank.
29

SECONDARY OBJECTIVES: the deciding criteria for people to become a personal banker.

PRODUCT SCOPE: Studying the increasing business scope of the bank. Market segmentation to find the potential customers for the bank. To study how the various products are positioned in the market. Corporate marketing of products. Customers perception on the various products of the bank. RESEARCH METHODOLOGY AND LIMITATIONS All the findings and conclusions obtained are based on the survey done in the working area within the time limit. I tried to select the sample representative of the whole group during my summer training. I have collected data from people linked with different professional at Gorakhpur. 30

RESEARCH PLAN: PRELIMINARY INVESTIGATION: arrive at.

EXPLORATORY STUDY: To determine the approximate area where the problem lies. RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. By analyzing the secondary data, the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement. DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. Due to time limitation and other constraints direct personal interview method is 31

used. A structured questionnaire was framed as it is less time consuming, generates specific and to the point information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers. In questionnaires open ended and closed ended, both the types of questions has been used.

COLLECTION OF DATA: 1: SECONDARY DATA: It was collected from internal sources. The secondary data was collected on the basis of organizational file, official records, news papers, magazines, management books, preserved information in the companys database and website of the company. 2: PRIMARY DATA: All the people from different profession were personally visited and interviewed. They were the main source of Primary data. The method of collection of primary data was direct personal interview through a structured questionnaire. SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. Consultants, Lawyers, Business Man, Professionals and House Wives of Gorakhpur.
32

SAMPLE SIZE: My sample size for this project was 50 respondents. Since it was not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 50 respondents. DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. Primary data collection will base on personal interview. I have prepared the questionnaire according to the necessity of the data to be collected.

RESEARCH LIMITATIONS: It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days. As stipend, money was not given it was difficult to continue the project work. All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized. The area of research was Gorakhpur and it was too vast an area to cover within 60 days. DATA ANALYSIS, INTERPRETATION AND PRESENTATION Q1.Your Age? 33

Ans. 1. 18-23 Years 10 Person 2. 24-29 Years 20 Person 3. 30-35 Years 10 Person 4. 35 Years and above 10 Person Base 50 respondents : Interpretation From above response it can be seen that s age are 18 to 23 years. s age are 24 to 29 years. s age are 30 to 35 years. s age are 35 to above years. Q2. Marital Status? . Married Single No. of Children: __________ Ans.

Interpretation From above response it can be seen that

Q3. Educational Qualification? 34

9Ans.

Interpretation From above response it can be seen that. graduate.

Q4. Number Of years Are You in Gorakhpur? s s Ans. s 17 Person s 33 Person Interpretation From above response it can be seen that.

Q5. Your Occupation?

35

ce Ans.

Interpretation From above response it can be seen that.

Q6. Your annual household income?

Ans.

Person

Interpretation From above response it can be seen that. s annual household income is less than 2 lacs. s annual household income is between 2 to 5 lacs. s annual household income is between 5 to 8 lacs.
36

s annual household income is more than 8 lacs. Q7. What is your perception about different products/services provided by HDFC bank?

Ans.

Interpretation From above response it can be seen that. s perception about different products is lucrative. s perception about different products is not lucrative. s have no idea. Q8. Do you want to open an account with HDFC bank?

Ans.

37

Interpretation From above response it can be seen that.

Q9. Do you have all the documents which are required to open an account?

Ans.

Interpretation From above response it can be seen that. with the bank. account with the bank Q10. Are you aware that the bank provides you free phone banking & net banking services. If you open a new savings account with HDFC bank?

Ans.

Interpretation From above response it can be seen that 38

Q11.Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank?

Ans.

Interpretation From above response it can be seen that. much essential to maintain account with the bank.

Q13. Do you know about HDFC Banks recruitment policies related to personal banker?

Ans.

Interpretation From above response it can be seen that. s recruitment policies related to personal banker.
39

s recruitment policies related to personal banker. CONCLUSIONS: HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more. It is on the brim of increasing its customers through its attractive schemes and offer. The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored. Through this project, it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account, to invest money at all. services was considered as unsought good which require hard core selling, but in changing trend in income and people becoming financially literate, the demand for banking sector is increasing day by day. So, at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector. Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation. I hope the company finds my analysis relevant. 40

BIBLIOGRAPHY 1. WEBSITES www.hdfcbank.com, www.google.com