Baroda Manipal School Of Banking

BOB0019105
112542014

Bank of Baroda
 TITLE

METHODS IMPROVEMENT OF ONE OR MORE PROCESS ( IN

SALES, SERVICE, OPERATION, TRANSACTION, ANALYSIS,
COMPLIANCE, ETC.) THAT HAS/HAVE A SIGNIFICANT IMPACT ON
BUSINESS/CUSTOMER SERVICE OF THE BRANCH.

Submitted by:

E. Vivek kumar

BOB0019105

112542014
 CERTIFICATE FROM THE MENTOR

This is to certify that this project titled Methods improvement of one or

more process (in sales, service, operations, transactions, analysis,
compliance, etc.) that has/have a significant impact on
business/customer service of the branch is a bonafied work carried
out and developed by E.VIVEK KUMAR in partial fulfilment for the 1
year training program of PGDBF at Baroda Manipal School Of
Banking. This is also to certify that this project is the result of
candidates own work and is of sufficiently high standard to
warrant its submission to the university for the award of the said
degree. T h e a s s i s t a n c e a n d h e l p r e nd e r e d t o h i m du r i n g t he
c o u r s e o f h i s project work in the form of basic source material and
information have been duly acknowledged.

Mentor

(Mr V.Loganathan)
Bank of Baroda
Senior Branch Manager
( Mogappair Branch)
 ACKNOWLEDGEMENT

I present this project on Methods improvement of one or more

process (in sales, service, operations, transactions, analysis,
compliance, etc.) that has/have a significant impact on
business/customer service of the branch in Bank of Baroda,with a
sense of great pleasure and satisfaction.

Apart from the efforts of me, the success of any project depends largely
on the encouragement and guidelines of many others. I take this
opportunity to express my gratitude to the people who have been
instrumental in the successful completion of this project.

I would like to show my greatest appreciation to Mr V.loganathan (Senior

Branch Manager) and the Staff members of Mogappair branch, bank of
baroda. I cant say thank you enough for his tremendous support and
help. I feel motivated and encouraged every time I attend his meeting.
Without his encouragement and guidance this project would not have
materialized.

The guidance and support received from all the members who
contributed and who are contributing to this project, was vital for the
success of the project. I am grateful for their constant support and help.

Date : 06-08-2012

Place: Bank of Baroda (MOGAPPAIR BRANCH)

SERIAL NO TOPIC PAGE NO

1 Executive Summary 1

2 History 3

3 Analysis 11

4 Findings 15

5 Recommendations 25

6 Conclusion 30

7 Annexure 31

TABLE OF CONTENTS
 HISTORY

Bank of baroda started in 20th July 1908, under the Companies Act
of 1897 by the founder Maharaja Sayajirao Gaekwad iii.

It Started from a small building in baroda which is now the Hi-rise

and Hi-tech BARODA CORPORATE CENTRE at MUMBAI , is a
saga of vision, enterprise, financial prudence and corporate
governance.

In 1910 Bank of Baroda established its first branch in Ahmedabad.

In 1953 Bank of Baroda established an international branch

in Mombasa and another in Kampala.

In 1961 New Citizen Bank of India merged with Bank of Baroda.

This merger helped it increase its branch network in Maharashtra.

Having a continuous track record of making profit throughout 104

years ,Bank of Baroda is the highest profit-making PSU bank in
India and the third largest PSU bank in terms of number of total
business in India.

The only PSU bank/Indian based bank having more number of

branches in abroad.

It is also the country's second largest public sector lender in terms

of annual profit.

Bank of Baroda is ranked 715 in Forbes Global 2000 list.

Bank of Baroda has total assets in excess of Rs. 3.58 lakh crores,
or Rs. 3,583 billion,

A network of 4,015 branches (out of which 3922 branches are in

India) and offices, and about 2,167 ATMs. It plans to open 400 new
branches in the coming year.
 It has been a wisely orchestrated growth, involving corporate
wisdom, social pride and the vision of helping others grow, and
growing itself in turn.

The founder, Maharaja Sayajirao Gaekwad, with his insight into the
future, saw "a bank of this nature will prove a beneficial agency for
lending, transmission, and deposit of money and will be a powerful factor
in the development of art, industries and commerce of the State and
adjoining territories."

OUR MISSION STATEMENT

To be a top ranking National Bank of International Standards committed

to augmenting stake holders' value through concern, care and
competence .

OUR LOGO

Our is the first few banks changed the logo and Our new logo is a unique
representation of a universal symbol. It comprises dual B letterforms
that hold the rays of the rising sun. We
call this the Baroda Sun.

The sun is an excellent representation of what our bank stands for. It is

the single most powerful source of light and energy its far reaching
rays dispel darkness to illuminate everything they touch. At Bank of
Baroda, we seek to be the source that will help all our stakeholders
realise their goals. To our customers, we seek to be a one-stop, reliable
partner who will help them address different financial needs. To our
employees, we offer rewarding careers and to our investors and
business partners, maximum return on their investment.
The single-colour, compelling vermillion palette has been carefully
chosen, for its distinctivenes as it stands for hope and energy. The
presence of the bank is felt by every common public by seeing the
Baroda sun.
BUSINESS INDICATOR in crores

Key Business Indicators 31.03.2012 31.03.2011

Total Deposits 384871.11 305439.48
Total Advances 287377.29 228676.36
Total Investments 83209.4 71260.63
Total Assets 447321.47 358397.18
Net Profit 5006.96 4241.68
Capital Adequacy Ratio 12.95 as per Basel I 13.02 as per Basel I
(percentage) 14.67 as per Basel II 14.52 as per Basel II
Net Non Performing Loans to 0.54 0.35
Net Advances (percentage)
Net Interest Margin 2.97 3.12
(percentage)
Business Per Employee 1466 1229
(Lacs)

Dividend History (Percentage)

2012 170
2011 165
2010 150
2009 90
2008 80
2007 60
2006 50
2005 50
2004 65
2003 60
2002 40
2001 40
2000 40
Corporate Offices
Head Office Corporate Centre
Suraj Plaza 1, Sayaji Ganj, Bank Of Baroda
Baroda 390005 Baroda Corporate Centre,
Plot No. C-26, Block G,
Bandra Kurla Complex,
Ph: (0265) Bandra (East),
2361852 (10lines) Mumbai 400051

Fax: (0265) 2362395, 2361824, Ph: (022) 6698 5000-04 (PBX)

2361806
Fax: (022) 2652 1955
Branch Network (as of 27/7/2012)
Area No. of Branches
Metro
865

Urban
729

Semi-Urban
1041

Rural
1287

Total (Indian)
3922

Foreign (Overseas) 93
Total (Global) 4015
Controlling Offices
Zonal Offices 13
Regional Offices 56
Human Resources (Staff as of 01.04.2011)
Officers 15725
Clerks 15602
Sub Staff 7986
On Contract 3
Total 39313

MOGAPPAIR BRANCH

BRANCH HEAD

Mr.V.LOGANATHAN,

SENIOR BRANCH MANAGER,

MOGAPPAIR BRANCH,

CHENNAI- 600037.

NAVANIRMAN ROLED OUT BRANCH:

Mogappair branch is housed at the arterial road above MORE

Super market (Adithya birla group) at Mogappair west.
There are twelve branches operating within the mogappair area.
Highly residential with mixed industrial units, predominantly
residential area.
It comes under recently formed TKZ (Tamil nadu and Kerela
Zone) w.e.f. 01.05.2012.
The zone is headed by General Manager Sri E.H.Rahaman and
region is called CMR (Chennai Metro Region).
The region is headed by Mr S.Gnanavel as Deputy General
Manager and Mr.L.Chandrasekar as DRM.
The branch has been classified as urban category. Now comes
under Metro Politan Area due to the expansion of the city limit.

DATE OF OPENING:

07-08-2006
SOL ID: (Service OutLet ID)

2978. This normally indicates the serial number of branches

opened.

RBI CODE:

020 2978. This normally indicates the serial number of the banks
opened given by RBI.

IFS Code: (Indian Financial Service Code)

[BARB0MOGAPP] it is a eleven character unique identification .

For all banks Fifth character is Zero.

E-mail:

mogapp@bankofbaroda.com

NEAREST POLICE STATION NO:

Mobile : 9940596447

Landline :26533435

BANK TELEPHONE NUMBER:

General :23454363

Managers direct line and tele fax : 23454364

Manager Mobile Number : 9444105858

BUSINESS LEVEL

Comparison with the last 3 financial years( in lakhs).

31.03.2010 31.03.2011 31.03.2012 As on 27.07.2012

DD 300 369.39 371.34 431.45
SB 609 1187.97 787.68 843.02
TD 824 980.89 3066.81 2831.79
TOTAL 1733 2538.25 4225.93 4106.26
ADVANCES 4294 5013.34 5247.28 5093.12
PROFIT 114.10 186 267 52.93
NPA NIL 6.78 4.55 * 0.1*

Position related to 27.07.2012

Number of Current account : 552

Number of Savings account : 4744

Number of Advances account : 837

 Business Level
6000

5000

4000

3000

2000

1000

0
31.03.2010 31.03.2011 31.03.2012 As on 27.07.2012

STAFF POSITION

Officers = 3
Clerical = 3
Substaff = 2
Branch: First Phase Navnirman Roled Out (Gen next)Branch in th CMR

1 Mr.V.Loganathan Senior Branch BRANCH

Manager HEAD
2 Mrs.Renuka Muralidharan Joint Manager CREDIT
(MM-II) HEAD &
ADMIN
HEAD
3 Mr.V.Mahalingham JMG-I SALES
HEAD
4 Mr.S.Ganesh Universal
Teller(UT)
5 Mrs.K.Usha Single Window BACK
Operator(swo) OFFICE

6 Mr.Manimudi Head Cashier RECEIPTS

AND
PAYMENTS
7 Mr.Desamuthu Host DAFTRY
8 Mr.Lakshmipathy Sweeper-cum-
peon

EXECUTIVE SUMMARY

DEFINITION OF CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy

with the products and services provided by a business. Customer
satisfaction levels can be measured using survey techniques and
questionnaires.

DEFINITIONS:

Definition 1:
Customer satisfaction is equivalent to making sure that product and
service performance meets customer expectations.

Definition 2:
Customer satisfaction is the perception of the customer that the outcome
of a business transaction is equal to or greater than his/her expectation.

Definition 3:
Customer satisfaction occurs when acquisition of products and/or
services provides a minimum negative departure from expectations
when compared with other acquisitions. Gaining high levels of customer
satisfaction is very important to a business because satisfaction
customers are most likely to be loyal and they will be the ambassador for
directing more number of customers through word of mouth. There are
many factors which lead in high levels of customer satisfaction including,
Products and services which are customer focused and hence provide
high levels of value for money. What is clear about customer satisfaction
is that customers are most likely to appreciate the products and services
that they buy if they are made to feel special. This occurs when they feel
that the products and services that they buy have been specially produced
for them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly

becoming a vital business issue as organization realize the benefits of
Customer Relationship Management (CRM) for providing effective
customer service. Professionals working within customer focused
business or help desks, need to keep informed about the latest
customer need/satisfaction techniques for running a valuable customer
service function. From small customer service departments to large call
centres, the importance of developing a valued relationship with
customers using CRM is essential to support customer and long-term business
growth.

Major Attributes of customer satisfaction in banking industry Can be

summarized as:

Product quality
Premium Outflow
Return on Investment
Services
Responsiveness and ability to resolve complaints and reject
reports.
Clarity in communication.
Staff attitude/attention from messenger to manager.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

Interaction with visiting/meeting customer
By conducting customer meet and calling for their
comments/satisfaction level.
Market research.
Telephonic conversation.
Personal visits.
Warranty records.
Informal discussions.
Satisfaction survey.

ANALYSIS

DEFINITION OF BANKING
 Section 5(1)( b) of the B R act 1949 defines banking as
accepting , for the purpose of lending or investment ,of
deposits of money from the public ,repayable on demand or
otherwise, withdrawable by cheque, draft, or order or
otherwise.

So it is evident that customers are the source for the banking

sector to make profit as banks accepts money from them for
lending or investment, repayable on demand.

Hence banks should take care of their customers and should

maintain their relationship.

So in view of the above, an analysis is made on the customer

relationship and their satisfaction.

4 TYPES OF CUSTOMER RELATIONSHIP

Transactional Customers:
Dont need information or relationship want the best price.

Relationship Customers:
Want you to know who they are and what they need.

Information Customers:
Dont need a relationship but expect some education.

Partnership Customers:
Have a high relationship and high information need. They want
you to be proactive, to know them well and to educate them.

TYPES OF CUSTOMER

Increase Your Loyal Customers to Increase Your Sales

In the retail industry, it seems as though we are constantly faced with the
issue of trying to find new customers. Most of us are obsessed with
making sure our advertising, displays, and pricing all scream out to
attract new customers. This focus on pursuing new customers is
certainly prudent and necessary, but, at the same time, it can wind up
hurting us. Therefore, our focus really should be on our clients who
currently are our best customers.

In retail, this idea of focusing on the best current customers should be

seen as an on-going opportunity. To better understand the rationale
behind this theory and to face the challenge of building customer loyalty,
we need to break down shoppers into five main types:
Loyal Customers: They represent small percent of our customer
base, but make up more than 50 percent of our sales.

Discount Customers: They shop our stores frequently, but make

their decisions based on the size of our markdowns.

Impulse Customers: They do not have buying a particular item at

the top of their To Do list, but come into the store on a whim. They
will purchase what seems good at the time.

Need-Based Customers: They have a specific intention to buy a

particular type of item.

Wandering Customers: They have no specific need or desire in

mind when they come into the store. Rather, they want a sense of
experience and/or community.

If we are serious about growing our business, we need to focus our effort
on the loyal customers, and merchandise our store to leverage the
impulse shoppers. The other three types of customers do represent a
segment of our business, but they can also cause us to misdirect our
resources if we put too much emphasis on them.

Let me further explain the five types of customers and elaborate on what
we should be doing with them.

LOYAL CUSTOMERS:

Naturally, we need to be communicating with these customers on a

regular basis by telephone, mail, email, etc. These people are the ones
who can and should influence our buying and merchandising decisions.
Nothing will make a Loyal Customer feel better than soliciting their input
and showing them how much you value it. In my mind, you can never do
enough for them. Many times, the more you do for them, the more they
will recommend you to others.

DISCOUNT CUSTOMERS

This category helps ensure your inventory is turning over and, as a

result, it is a key contributor to cash flow. This same group, however, can
often wind up costing you money because they are more inclined to
return product.

IMPULSE CUSTOMERS

Clearly, this is the segment of our clientele that we all like to serve.
There is nothing more exciting than assisting an Impulse shopper and
having them respond favorably to our recommendations. We want to
target our displays towards this group because they will provide us with
a significant amount of customer insight and knowledge.

NEED-BASED CUSTOMERS

People in this category are driven by a specific need. When they enter
the store, they will look to see if they can have that need filled quickly. If
not, they will leave right away. They buy for a variety of reasons such as
a specific occasion, a specific need, or an absolute price point. As
difficult as it can be to satisfy these people, they can also become Loyal
Customers if they are well taken care of. Salespeople may not find them
to be a lot of fun to serve, but, in the end, they can often represent your
greatest source of long-term growth.

It is important to remember that Need-Based Customers can easily be

lost to Internet sales or a different retailer. To overcome this threat,
positive personal interaction is required, usually from one of your top
salespeople. If they are treated to a level of service not available from
the Web or another retail location, there is a very strong chance of
making them Loyal Customers. For this reason, Need-Based Customers
offer the greatest long-term potential, surpassing even the Impulse
segment.

WANDERING CUSTOMERS
For many stores, this is the largest segment in terms of traffic, while, at
the same time, they make up the smallest percentage of sales. There is
not a whole lot you can do about this group because the number of
Wanderers you have is driven more by your store location than anything
else.

Keep in mind, however, that although they may not represent a large
percentage of your immediate sales, they are a real voice for you in the
community. Many Wanderers shop merely for the interaction and
experience it provides them. Shopping is no different to them than it is
for another person to go to the gym on a regular basis. Since they are
merely looking for interaction, they are also very likely to communicate to
others the experience they had in the store. Therefore, although
Wandering Customers cannot be ignored, the time spent with them
needs to be minimized.

Retail is an art, backed up by science. The science is the information we

have from financials to research data (the "backroom stuff"). The art is in
how we operate on the floor: our merchandising, our people, and,
ultimately, our customers. For all of us, the competitive pressure has
never been greater and it is only going to become more difficult. To be
successful, it will require patience and understanding in knowing our
customers and the behavior patterns that drive their decision-making
process.

Using this understanding to help turn Discount, Impulse, Need-Based,

and even Wandering Customers into Loyal ones will help grow our
business. At the same time, ensuring that our Loyal Customers have a
positive experience each time they enter our store will only serve to
increase our bottom-line profits.

FINDINGS
A customer survey have been conducted for two days at our Mogappair
branch on the basis of customer satisfaction on the following fields:

The following fields are taken in the view when a customer enters into
the branch for a service.

Immediate attention
Seating arrangement
Time taken for service
Quality of service
Pamphlets, products & services
Skill of employees
Drinking water

TABULAR COLOUMN

No of customers: 20

FIELDS EXCELLEN GOOD FAIR POOR

T
IMMEDIATE ATTENTION 11 9 0 0
SEATING ARRANGEMENTS 10 10 0 0
TIME TAKEN FOR SERVICE 9 9 2 0
QUALITY OF SERVICE 10 10 0 0
PAMPHLETS OF 6 13 1 0
PRODUCTS & SERVICE
SKILL OF EMPLOYEES 11 9 0 0
DRINKING WATER 5 14 1 0

The above table is show in bar graph to show the pictographic view of
the survey.
GRAPH:

14

12

10

4 EXCELLENT GOOD FAIR POOR

From the above survey, the following are absorbed

i) IMMEDIATE ATTENTION:

Every customer cannot be given immediate attention as

number of staff members are low. But the survey shows that staff
members are able to give their best effort to attend the customer as early
as possible.

SURVEY RESULT : OUT OF 20 ENTRIES

Excellent = 11
Good = 9
 Fair = 0
Poor = 0

ii) SEATING ARRANGEMENT:

The seating arrangements are well organized as per the

convenience of the customers. The survey report also shows the same
result.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 11
Good = 9
Fair = 0
Poor = 0

iii) TIME TAKEN FOR SERVICE:

Their will be a slight delay in the time for service as the

strength of the staff members are low. But the survey report shows that
the staff members are able to service their customers with reasonable
time of service.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 11
Good = 9
Fair = 0
Poor = 0

iv) QUALITY OF SERVICE:

Quality of service depends upon the satisfaction of the

customers.

If a customer requirement is fulfilled for him his quality of service

serviced will be high.
If a customer requirement is not fulfilled/delayed for him his quality of
service serviced will be low/average.

But the survey report shows that the quality of service is at its best at this
branch.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 10
 Good = 10
Fair = 0
Poor = 0
v) PAMPHLETS OF PRODUCTS & SERVICE:

Pamphlets about the products and services are been placed

at every desk and kept at the tray box and hanged at the walls to
capture the view of the customers. Deposit rates are been displayed in
digital board. Baroda contact centre number, IFSC code of the branch
are also been displayed .

The survey report show the result as below.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 06
Good = 13
Fair = 1
Poor = 0

VI) SKILL OF EMPLOYEES:

The skill of the employees is the basic requirement for
any banker to satisfy the customers because customer is of different
types. They have to handle them in a very careful manner to have a
good relationship and a successful environment.
The survey result show that the skill of the employees is at its best.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 11
Good = 9
Fair = 0
Poor = 0

v) DRINKING WATER :
Drinking water is kept at the side of the entrance, which
is near by the customer writing desk.
The survey result shows the following.

SURVEY RESULT: OUT OF 20 ENTRIES

Excellent = 05
Good = 14
Fair = 1
Poor = 0
VARIOUS SERVICE PROVIDED BY OUR BANK TO OUR
CUSTOMERS.

CORE BANKING SOLUTION

Core Banking Solution (CBS) is networking of branches, which enables

Customers to operate their accounts, and avail banking services from
any branch of the Bank on CBS network, regardless of where he
maintains his account. The customer is no more the customer of a
Branch. He becomes the Banks Customer. Thus CBS is a step towards
enhancing customer convenience through Anywhere and Anytime
Banking.

HOW SHALL CBS HELP CUSTOMER

All CBS branches are inter-connected with each other. Therefore,

Customers of CBS branches can avail various banking facilities from any
other CBS branch located anywhere in the world. These services are:

To make enquiries about the balance; debit or credit entries in the

account.

To obtain cash payment out of his account by tendering a cheque.

To deposit a cheque for credit into his account.

To deposit cash into the account.

To deposit cheques / cash into account of some other person who

has account in a CBS branch.

To get statement of account.

To transfer funds from his account to some other account his

own or of third party, provided both accounts are in CBS branches.

To obtain Demand Drafts or Bankers Cheques from any branch on

CBS amount shall be online debited to his account.
All these aim to provide convenient, efficient, and high quality banking
experience to the customers, comparable to world class standards.

BARODA INTERNET BANKING

"Baroda Connect" is an internet banking facility introduced as an

alternative delivery channel for rendering effective customer service on
24 X 7 basis. It offers unique customized services to both Retail &
Corporate customers.

Baroda Connect facility is FREE of charge

To View Account summary of all operative, deposit and loan

accounts

To View all multiple Account information online with a single userid

Get Account statements

Transfer funds immediately or schedule for a future date to self

linked and third party

Pay through Online Tax - Direct and Indirect taxes online such as
Excise Duty, Service Tax, Customs Duty, Income Tax etc.

Pay through Baroda Easy Pay - utility bills like electricity, mobile
etc , Donations, Subscription, Travel plan booking online

Pay school/institutional fees

Book Rail Ticket - IRCTC

Additionally a Corporate user can

Set up multiple workflow of initiators and approvers for

transactions and requests

View all trade finance related facilities availed eg. Export / Import
LC, Inland/ Export Bills, Forward Contracts Bank Guarantees,
Packing Credit account etc
 Use upload facility for single debit-multiple credit, multiple debit-
multiple credit and single credit-multiple debit.

BARODA M-CONNECT

Yet another channel for reaching out to your Bank Account - Your
Mobile Phone. Bank of Baroda offers Baroda M-Connect- the
mobile banking facility that will help you do banking transactions
using your mobile phone.

FEATURES

Easy to register, download and start using Baroda M Connect

Secure way of transacting banking business

Any model, any make - M-Connect will work perfectly. (Java

enabled models)

At present this facility is not available in I-Phone.

No charges - Absolutely FREE

No restriction on number of transactions. Cumulative maximum in

a day is Rs.50,000/-

BENEFITS

View the account balance, mini statement

Funds transfer to accounts with Bank of Baroda & to other bank

accounts through (NEFT)

One can also seek services like Cheque book request, stop
payment of cheque, Request for loans, etc.

Bills payment - Most of the utility bills can be paid through your
mobile using M-Connect - MTNL. BSNL. Reliance, Vodafone, etc.
 Mobile recharge can be done

Booking of movie tickets

Booking of Air tickets for travel in India; the portal will be able to
provide fare-wise list of availability for the given segment.

DEPOSITS:

BARODA FIXED DEPOSIT ACCOUNT:

Why just let your money idle, when you can idle it with interest?
Depending on the period, our various fixed deposit products help you get
the best out of your savings by offering you good interest rates.

Enjoy both security and competitive rates of interest on your deposits

with any of the following products.

For Deposits upto 12 months:

o Short Deposits

For Deposits over 12 months:

o Baroda Utsav Deposit Scheme

o Fast Access Deposit Scheme

o BoB Suvidha Fixed Deposit Scheme

o Regular Income Plan

o Monthly Income Plan

o Regular Income Cum Recurring Deposit

o Capital Gain Account Scheme, 1988

o Term Deposits

o Baroda Tax Savings Term Deposit

 As Recurring Deposits:

o Recurring Deposit

o Baroda Samriddhi Quarterly Recurring Deposit

o Baroda Samriddhi Half Yearly Recurring Deposit

o Yatha Shakthi Jama Yojana

RETAIL LOANS:

A wide range of solutions for your financial needs.

Bank of Baroda offers a wide range of retail loans to meet your diverse
needs. Whether the needs is for a new house, childs education,
purchase of new car or home appliance, our unique and need specific
loans will enable you to convert your dreams to realities.

Key Products:

Home loan
Home improvement loan
Home loan to NRIs / PIOs
Interest Subsidy Scheme For Housing The Urban Poor(ISHUP)
Loan Against Future Rent Receivables
Mortgage Loan
Advance Against Securities
Education Loan
Baroda Career Development Loan
Auto Loan
Two Wheeler Loan
Loan To doctors
Traders Loan
Personal Loan
Baroda Ashray (Reverse Mortgage Loan)
Loan For Financing Individuals For Subscription To Public
Issues/IPO
Baroda Advance Against Gold Ornaments / Jewelleries (At Urban
& Metro Centres)
 Baroda Traders Loan Against The Security of Gold Ornaments
/Jewelleries (At Urban & Metro Centres )

SME LOAN PRODUCTS:

Bank of Baroda has laid out a comprehensive suit of products specially

catering to SME Borrowers. Loans and Advances offered by Bank are as
follows.

Working Capital Finance

Term Finance
MSME
Baroda SME Loan Pack
Baroda Vidyasathali Loan
Baroda Arogyadham Loan
Baroda Laghu Udhyami Credit Card
Baroda Artisans Credit Card(BACC)
Baroda Weavers Credit Card
Technology Upgradation Fund Scheme (TUFS) For Textile And
Jute Industries.
Credit Linked Capital Subsidy Scheme (CLCSS) For SSI Units
Composite Loans
Collateral Free Loans Under Guarantee Scheme of Credit
Guarantee Fund Trust For Micro And Small Enterprises
SME Short Term Loan
SME MediumTerm Loan
Baroda SME Gold Card
Scheme for Financing Energy Efficiency Projects
Baroda Overdraft Against Land and Building
Prime Minister's Employment Generation Programme (PMEGP)
Loans Under Interest Subsidy Eligibility Certificate Scheme of
Khadi & Village Industries Commission (KVIC-ISEC)
Small Business Borrowers

LOCKERS:

Storing too much jewellery and valuables in the house at times becomes
a security issue and an impediment in case of natural calamities.
Bank of Baroda offers you, a safe, trustworthy space to store your
valuables, jewellery, documents and other things dear to you.

Key Benefits

State-of-the-art Lockers, the safe deposit vaults with fully

equipped, latest burglar alarm systems.

For additional safety, the Locker holder assigns a code word which
further increases security.

Available in different sizes as per your requirement.

These Lockers and their contents can be nominated to people

near and dear to you.

ELECTRONIC CLEARING SYSTEM (ECS)

This is a unique system under which Bank of Baroda helps companies

and institutions making heavy payments disburse these amounts directly
into the bank accounts of the beneficiaries such as account holders,
shareholders, investors etc.

MOVING TOWARDS PAPERLESS FUND TRANSFERS

Customers may be encouraged and given incentives to reduce cheque

based transfers and migrate to other channels of fund transfers like
NEFT, RTGS, ECS (debit/credit), Internet Banking and Mobile Banking.
For the residual cheques in the system, cheque truncation should be
implemented all over the country.

RECOMMENDATIONS

1) Staff should be increased as per the business and customer base of

the branch to reduce the work load and improve customer service.

2) An electronic display board should be displayed for the waiting

customer so that he should be aware of the time in which he/she will be
entertained by the staff.
3) Learn to listen to your customers first. Really listen to them- ask what
you can do to help them. This is the most important step in preventing
problems and is the only way you can solve their problems.

4) Look at all complaints about your service as an opportunity to

improve. Aim to resolve their problems quickly and effectively.

5) Establish an environment where greater service is recognized and

rewarded and poor service is challenged and rectified.

6) Have weekly fun staff meeting where good service element are
discussed.

7) Ensure that our staff feels that our customers are an important part of
our success.

8) Lead by example. show respect for every person at every level in your
environment.

9) The staff should be adequately trained to deal with the customer on

one to one basis.

10) Staff should be adequately trained to encourage face to face dealing.

11) Staff should be friendly and approachable.

12) Clearly defined customer policy should be adopted by the banks.

13) Customers needs should be anticipated in advance so that they can

be helped out in a better way.

14) Treat your customers like your friends and they will always come
back.

15) Honour your promises

CUSTOMER EDUCATION
(i) Special efforts are required to educate the customers in the use of
technology in banking. Banks should make use of Print media,
Television, All India Radio for this purpose. Short training programmes at
the branch level can also be arranged for the customers.

(ii) Banks should ensure full transparency to the customer in levying of

various fees/ service charges and penalties.

(iii) Use of various technology channels for customer education and

gathering suggestion for improving service should be made.

(iv) All banks should implement a relevant Customer Relationship

Management system to capture and track customer issues and
complaints.

(v) Bank should provide separate system at branch itself to avail some
common facilities like

a) balance enquiry
b) Cheque return
c) Lien amount noted and its purpose
d) Common charges for Demand draft, Banker cheque ,lockers,
RTGS/NEFT etc

SMS / E-MAIL ALERTS

1) Free SMS / e-mail alerts should be sent for every transaction such as
date of maturity of deposit, ECS credit received, credit of pension,
credit / receipt of money through RTGS/NEFT etc.

2) SMS alert to be sent for all cheques returned irrespective of the

amount or amount fixed at account level.

3) Account Statement in PDF format should be sent by e-mail, if

customer requests so (password encrypted document).

4) Current account holders with high transactions should be sent e-mail

giving the balance position at agreed periodicity viz., daily, weekly,
fortnightly etc.
5) SMS alerts on card usage should be sent allowing the customer to
reply back in case card is not used.

6) SMS or e-mail alert informing the change in interest rate on loan

availed due to change in base rate etc.

INTERNAL GRIEVANCE REDRESSAL SYSTEM IN BANKS

1)Online Grievance Redressal System - Bank should provide for

online registration of grievance in its website. The Online Grievance
System should provide access to the customer also for recording the
complaint, complaint status tracking and receiving response from the
bank.

2)Customer Service during Internal Audit - The bank / branch

inspection should review also the systemic ways of complaint resolution
rather than looking at the mere number of cases resolved.

3)Time frame for Grievance Redressal - The time frame for redressal
of different types of grievances in terms of the intensity and nature
should be displayed on the notice board of every branch.

4)Escalation of Complaints - Banks must ensure that minor complaints

that could be resolved at the branch level itself are not escalated to the
next level. There must be a clear segregation of grievances in terms of
the ones that need to be escalated and the others that must necessarily
be resolved at branch level. There is also a need for proper monitoring
of internal redressal mechanism so that a minimum number of
complaints are escalated to BO Office. This would help in strengthening
customer confidence in the Internal Redressal Mechanism.

SUGGESTION FOR LOAN DOCUMENTATION PROCESS

In case of Education Loans instead of Demand Promissory Note

(DPN) , Bank can take Term Loan Agreement to avoid problems
being faced for taking Letter Of Acknowledgement Of Debt
(LAD) to keep the documents alive, Because all the Educational
Loans including the repayment period is always more than 36
months.
 Another reason for taking term loan is students who are availing
Loan for overseas studying ie BARODA SCHOLAR may not be
available in india for taking LADs.

For every Retail Loans there should be a set of documents for

each Facilities so that omission in taking the Documents can be
avoided.

As per RBI directives as one of the measure, Banks are advised

to switch over only to NEFT,RTGS,ECS and Dispense with using
of cheque culture. As such the Bank need not take the document
of Stamped Letter Of Undertaking For Post Dated Cheques
from the Borrowers. Necessary modified undertaking for
ECS,NEFT,RTGS may be taken.

CHEQUE BOOK ISSUANCE FOR JOINT OPERATIONS:

In case of Joint Account in the cheque book the CARE JOINT

OPERATION should be printed at the appropriate place.
In the signature column two Signatories designation and
Authorities are to be printed.

MODIFICATION IN FORMATS:

Godown Inspection Report can be modified suitably taking in account of

the present scenario/requirement covering certain additional vital
information like

Date of sanction
Date of Last review
Date of Document
Date of LAD
Column for Pledge may be modified,since pledging of stock is very
rare.
 CONCLUSION

It is clear that good customer service is vital. It is aware that satisfied

customers return to the business and ensure that healthy profits are
made. They also help to build a good reputation. Working hard to make
certain that this gets even better.

Use various market research and different types of data to ensure it

gets a clear message about what customers do and don't like. It knows
that if customers receive good service 'This time, next time, every time,'
then they are more likely to return.

ANNEXURE

QUESTIONS:

1) Are you given immediate attention in the branch?

a) Excellent
b) Good
c) Fair
 d) Poor

2) Are you provided seating arrangements in the branch?

a) Excellent
b) Good
c) Fair
d) Poor

3) what is the time taken for your service?

a) Excellent
b) Good
c) Fair
d) Poor

4) what is the quality of service given to you?

a) Excellent
b) Good
c) Fair
d) Poor

5) Are you been provided with pamphlets of products and service ?

a) Excellent
b) Good
c) Fair
d) Poor

6) what do you feel about the skill of our employees?

a) Excellent
b) Good
c) Fair
d) Poor

7) Are you been provided with good drinking water facility?

a) Excellent
b) Good
c) Fair
d) Poor
The details contained in this project is taken from
www.bankofbaroda.com