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7'p's of marketing mix

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  • 1. TOPIC: -
  • 2. DECLARATION I MR.JATIN.SHETH student of T.Y.B.COM (BANKING AND INSURANCE) (SEMESTER V) of SHRI CHINAI COLLEGE OF COMMERCE AND ECONOMICS hereby declare that I have completed the project on 7 P’S OF MARKETING MIX in the academic year 2007-2008. The information submitted is true and original and to the best of my knowledge. Sign of student (JATIN SHETH) CERTIFICATE I MISS.VINITA PIMPALE hereby certify that Mr.JATIN SHETH of T.Y.B.COM (BANKING AND INSURANCE) Semester V of SHRI CHINAI COLLEGE OF COMMERCE AND ECONOMICS has completed the project on 7 P’S OF MARKETING MIX in the academic year 2007- 2008. The information submitted is true and original and to the best of my knowledge. Sign of Project guide (VINITA PIMPALE)
  • 3. Acknowledgement Completing a task is never one man’s effort. It is often the result of invaluable contribution of number of individuals in direct or indirect way in shaping success and achieving it. I would like to extend our sincere gratitude and appreciation to Miss.Vinita Pimpale who guided me in the study of this project. It has indeed been a great learning, experiencing and working under him during the course of the project .We would like to thank prof. (Mrs.) Malini Johari (Principal) and Prof (Mr.) Nishikant Jha (co-ordinator), Shri Chinai College of Commerce and Economics- Andheri for their their support and assurance throughout this project. We would like to thank the librarian of our college for helping us in finding out the relevant material for our project. We would like to appreciate all our college friends and family members who gave us all support and backing and always came forward whenever a helping hand was needed.
  • 4. Index SR. NO. PARTICULARS PAGE NO. 1. Introduction to Indian banking sector 2. Introduction to central bank of india 3. Introduction to ICICI bank 4. Introduction to HSBC bank 5. Introduction to HSBC bank 6. Basic elements of marketing mix 7. 7P’S of central bank of india 8. 7P’S of ICICI bank 9. 7P’S of HSBC bank 10. 7P’S of Saraswat bank 11. Pros and cons 12. Conclusion 13. Bibilography
  • 5. INDIAN BANKING SECTOR BACKGROUND Sound and healthy banking institutions are the backbone of any economically strong country. It is the foundation on which the long-term sustainable economic progress can be built. The Southeast Asian crisis is the latest proof of this basic principle. In India the nationalized banks provide a major portion of the banking services with SBI and its subsidiaries forming the heart of the banking system. The banking sector can be broadly divided into following categories: • Public Sector banks • Private banks • Foreign banks • Co-operative banks PUBLIC SECTOR BANKS Public sector banks have the government as a majority shareholder. This segment comprises of SBI and its subsidiaries, other nationalized banks and Regional Rural Banks (RRB). The public sector banks comprise more than 70% of the total branches. The listed public sector banks are State Bank of India, State Bank of Bikaner and Jaipur, State Bank of Travancore, Bank of Baroda, Bank of India, Oriental Bank of Commerce, Dena bank and Corporation bank. State Bank of India also made a GDR issue making it the first and only Indian bank to do so. PRIVATE SECTOR BANKS (OLD) These banks existed prior to the promulgation of banking nationalization Act but were not nationalized due to their smaller size. They mostly focus on niche regional markets, and thus are smaller in size. These banks are mostly located in south of India and the driving focus of their business is service standards and technology up gradation. In the next round of industry restructuring, these banks will see heightened activity. In fact, there have
  • 6. been takeover attempts for some of these banks, but none has been very successful. PRIVATE SECTOR BANKS (NEW) Some of the new entrants in the banking sector are making quite a few waves and bringing about a paradigm shift. Times Bank, IndusInd Bank, Bank of Punjab, HDFC Bank, ICICI Bank and Global Trust Bank are some of the names in this category. The level of service offered and the efficiency of the operations is considered much better than the nationalized banks. FOREIGN BANKS Many foreign banks have set up their branches in India and look set to revolutionize the way business is done. Standard Chartered is the oldest foreign bank doing business in this country. Some of other foreign banks with significant presence are HSBC, American Express bank, Citibank, ABN Amro Bank and ANZ Grindlays Bank. FUNCTIONS OF A BANK Functioning of a Bank is among the more complicated of corporate operations. Since Banking involves dealing directly with money, governments in most countries regulate this sector rather severely. In India, the regulation traditionally has been very strict and in the opinion of certain quarters, responsible for the present condition of banks, where NPAs are of a very high order. The process of financial reforms, which started in 1991, has cleared the cobwebs somewhat but a lot remains to be done. The multiplicity of policy and regulations that a Bank has to work with makes its operations even more complicated, sometimes bordering on illogical. This section, which is also intended for banking professional, attempts to give an overview of the functions in as simple manner as possible. Banking Regulation Act of India, 1949 defines Banking as “accepting, for the purpose of lending or investment of deposits of money from the public, repayable on demand or otherwise and withdrawal by cheques, draft, order or otherwise.” Deriving from this definition and viewed solely from the point of view of the customers, Banks essentially perform the following functions:
  • 7.  Accepting deposits is one of the major activities of the Banks. Banks are also called custodians of public money. Basically, the money is accepted as deposit for safekeeping. But since the Banks use this money to earn interest from people who need money, Banks share a part of this interest with the depositors. However, accepting deposits and keeping track of the money involves a lot of bookkeeping and other operations.  Lending money to the public Lending money is another major activity of any Bank. In a way, the Bank acts as an intermediary between the people who have the money to lend and those who have the need for money to carry out business transactions. This activity places its own requirements on the resources of the Bank  Transfer of money Apart from accepting deposits and lending money, Banks also carry out, on behalf of their customers the act of transfer of money - both domestic and foreign. - From one place to another. This activity is known as “remittance business”. Banks issue Demand Drafts, Banker’s Cheques, and Money Orders etc. for transferring the money. Banks also have the facility of quick transfer of money also know as Telegraphic Transfer or Tele Cash Orders.  Trustee Business Banks also act as trustees for various purposes. For example, whenever a company wishes to issue secured debentures, it has to appoint a financial intermediary as trustee who takes charge of the security for the debenture and looks after the interests of the debenture holders. Such entities necessarily have to have expertise in financial matters and also be of sufficient standing in the market/society to generate confidence in the minds of potential subscribers to the debenture.  Safe-keeping
  • 8. Bankers are in the business of providing security to the money and valuables of the general public. While security of money is taken care of through offering various types of deposit schemes, security of valuables is provided through making secured space available to general public for keeping these valuables. These spaces are available in the shape of lockers.
  • 9. CENTRAL BANK OF INDIA The visions to move towards a paperless office a number of initiatives have been taken in the past 2 to 3 years. The Bank has fully automated 1622 branches capturing 88% of the business and will automate all the remaining branches in the current year. The Bank has migrated from COBOL BETRIEVE based branch automation system to a more robust technology platform of ORACLE LINUX thereby claiming the “first” nationalized Bank for using LINUX on a wider scale. The branches are relieved of the hard work of preparing a number of MIS reports through the automation process. Initiative has been taken to migrate to a Centralized Banking Solution (CBS) in about 1000 branches in another 3 to 4 years’ time which will enlarge integrated delivery channels and improve critical Management Information System. The current year has been declared as a customer-centric initiative year which will take the Bank into internet banking and also opening of more ATMs, kiosks, Any Branch Banking, customer alerts E-payment facilities, etc. Hardware and software has been standardized across the country so as to have a flawless integration. 203 locations have been networked in the last year and another 302 locations have been proposed in the current year. Further, by providing a remote access server, many of the branches can have an access to the network through a simple dial-up system. This integration process will enable networking of approximately 2500 branches out of 3117 branches. The dream of integrating the branches through some form of network will be comfortably realized in a year or so. The Bank’s huge human resources of about 40000 employees are an asset to the organization and huge data base are in the process of being established. Information relating to the staff at Central Office is available at the click of a button; for the remaining staff the roll out plan is already in place and implementation is under progress. The Bank has also effectively computerized the inter-branch reconciliation system which helped in speeding up the process of inter-branch accounting
  • 10. and reducing outstanding entries. Again the total automation of the Central Accounts System across the Bank has facilitated faster compilation of financial results. The Bank has created about 21 Corporate Finance Branches which will take care of the top borrowal accounts and the credit process time has been substantially reduced through connectivity and software solutions for processing. The dream of moving towards a paperless office is becoming a reality.
  • 11. INDUSTRIAL CREDIT AND INVESTMENTCORPORATION OF INDIA BANK ICICI has announced its decision of focusing on retail, agriculture, SSI and corporate sectors and would also open offices internationally in the near future. On the domestic front, the bank have decided to focus on the four sectors of retail, agriculture, SSI and corporate for the future. They are also deciding to open four foreign offices as it is the right time for having international presence Doha and Hong Kong will have branches and representative offices in Dubai and Shanghai. They have received approval from the Reserve Bank of India and are waiting for approval from other respective regulatory authorities of the countries. The bank targeted to expand total business in 2006-07 by 25 per cent to Rs 1, 60,000 crore compared to last year. In the Q1 period ended June of the current fiscal the total business of the bank stood at Rs 1,32,000 crore. The bank will also open 100 more branches across the country and out of which nine would be in West Bengal. The bank has 2200 branches and extension counters at present. The bank in the next three years would increase the share of retail from 21 per cent to 25 per cent, agriculture from 16 per cent to 20 per cent and SSI to 20 per cent from 12.5 per cent now. The current retail portfolio base of the bank was Rs 11,000 crore and in agriculture Rs 8,500 crore.
  • 12. The bank is also developing a pricing engine for foreign exchange. The bank has tied up with Reuters Trading for Foreign Exchange, targeting exporters and importers. The bank would open 1200 bank branches by March 2007 and 500 ATMs. To boost the agri business it would be opening 200 village knowledge centres. The bank would launch Bhumiheen Green Card for landless and tenant farmers for credit requirement.
  • 13. HONGKONG AND SHANGHAI BANKING CORPORATION HSBC launched Managing for Growth at the end of 2005. This is a strategic plan that provides a blueprint for growth and development. HSBC aims to be the world’s leading financial services company, defined as being preferred, admired, dynamic, and recognised for giving customers a fair deal. •Brand: To make HSBC and its hexagon symbol one of the world’s leading brands for customer experience and corporate social responsibility; •Personal Financial Services: Drive growth in key markets and through appropriate channels to make HSBC the strongest global player in personal financial services; •Consumer Finance: Extend the reach of this business to existing customers through a wider product range, and penetrate new markets; •Commercial Banking: Utilise HSBC’s international customer base through effective relationship management and improved product offerings in all the Group’s markets; •Corporate, Investment Banking and Markets: Accelerate growth by enhancing capital markets and advisory capabilities focused on client service in defined sectors where HSBC has critical relevance and strength; •Private Banking: Serve the Group’s highest value personal clients around the world; •People: Attract, develop and motivate HSBC’s staff, rewarding success and rejecting mediocrity.
  • 14. BLUEPRINT/FUTURE VISION OF SARASWAT BANK SARASWAT PLANS TO BUY 3 CO-OPERATIVES Saraswat Bank is set to acquire three cooperative banks -- Maratha Mandir Cooperative Bank, South Indian Cooperative Bank and Nasik People's Cooperative Bank. Once the financial clearance from the RBI is received, the bank will approach the Registrar of Cooperative Societies for procedural approval. Maratha Mandir and South Indian Co-operative Bank were on the verge of collapse last year, when the RBI had to intervene by imposing moratoriums on withdrawals. It is said that the bank was positive on its proposals and a decision was expected soon. Such a merger would allow the bank a wider area of operation. According to industry sources, other takeover proposals have also been submitted to the RBI. These proposals are lying pending with the central bank at a time when the government is keen on reforming and regulating co-operative banks.
  • 15. BASIC ELEMENTS OF MARKETING MIX The service marketing consists of the following variables:- • PRODUCT. • PRICE. • PROMOTION. • PLACE. • PEOPLE. • PROCESS. • PHYSICAL EVIDENCE. 1. PRODUCT:- A product is anything that can be offered to market for attention, acquisition, use or consumption that satisfy a want or need. It includes physical objects (TV), service (banking), person (political person), place (holiday resort), organization, (Red Cross), and idea (aids awareness). 2. PRICE:- The price is the exchange value for a product or service, expressed in terms of money. The price of the services is the value attached to it by the service provider and it must respond with the customer perception of value. Price decision affects the standard of living of people, regulate sales growth, and bring economic development. In services that are price sensitive, prising is an important competitive tools in the hands of marketer. 3. PROMOTION:- One of the key elements of marketing mix is sales promotion which is used for the purpose of encouraging sales and to convey to the position of the service. Promotion helps to create awareness among
  • 16. the customers. Now-a-days sales promotion are becoming more common in service professions. The different types of sales promotion available to the marketer are:- a. Sampling. b. Contest, games and sweep stakes. c. Premiums and gifts. d. Trade fares and shows. e. Exhibition and demonstration. f. Coupons. The followings are some of the most common types of media used for promoting services:- 1. TELEVISION:- This is a very powerful medium of advertising but it is expensive. 2. CINEMA:- It is frequently used to promote local services such as retailing services, restaurants, etc. whose targets markets are the audience of most cinemas. 3. RADIO:- It appeals only to the sense of sound. The cost of radio advertising is much lower than that of television advertising. 4. NEWSPAPER:- In case of newspaper, each paper is targeted to specific segment of populations. They can be used in order to create general awareness of a service or a brand as well as for providing detailed service information. 5. MAGAZINES/JOURNALS:- There are wide range of magazines and journals that are available to the advertisers. They provide healthy informations. 6. OTHER FORMS:- • Brochures and booklets. • Posters and leaflets. • Directories.
  • 17. • Bill boards. • Display signs. • Point of purchase • Banner ads. • E-mail ads. • Video-tapes. 4. PLACE:- Distribution is the process of transferring goods from place to production to the place of consumption. In case of tangible goods, the distribution involves the use of networks of intermediaries for distribution. In some case the goods are distributed directly. The place of service delivery is very important. The decision regarding location is very much concerned with the selection of sites from where the delivery of services takes place. The accessibility and the availability form an important base for location of service premises. Accessibility refers to convenient with which a service can be purchased, used or received. On the other hand availability refers to the extent to which a service is obtained or capable of being purchased, used or received. 5. PEOPLE:- In services a service provider reflects the organizational realities. It is through interaction with staff, that the customers form an opinion of the organization. A service can be labor intensive i.e. people based or equipment based. In equipment based services, the equipment or machine is critical in providing services whereas labor plays secondary role. The equipment may be automatic or manually operated.(skilled or unskilled) CUSTOMER CONTACT EMPLOYEES:- They are known as frontline staff as they come in direct contact with the customers in the process of service delivery. The degree of the personnel customer contact varies so we have:-
  • 18. a. High contact personnel: They are required when the physical presence and the interaction of the customer with the employees is for longer times. b. Low contact personnel: They are required when the physical presence and the interaction of the customer with the employees is for lesser times. c. Skilled and Professional: they are skilled or professional in a particular field. d. Non Professionals: they are people like courier delivery boy, waiter, etc. e. Non contact employees: Those who contribute to the service delivery but do not come in contact with customer. They are actually support personnel. 6. PROCESS:- The service process refers to how service is provided or delivered to a customer. Delivery system is a creative process. In order to achieve economies of scale and perform consistently the operation people would prefer to processing a batch while marketing would prefer to cater to individuals so that the customers feel that they are treated as special. Factors such as customer participation, degree of customer contact, location of service delivery and complexity of services are considered in the service process design and implementation. 7. PHYSICAL EVIDENCE:- Generally a service transaction involves the interaction of the service provider with the customer in a service environment. Physical evidence is termed as the social environment along with the tangible cues. Physical evidence is any tangible commodities that facilitate performance communication of the service. Physical evidence includes all the efforts taken by the service provider to tangibles their services. They includes, (a) Physical facilities. (b)Physical environment (c) Social settings. Physical facilities: On the basis of Physical evidence like building, furniture, equipment, stationery, etc the potential customer forms an impression about the service organization.
  • 19. Physical environment: Physical setting or the service environment within which the service takes place influences consumer expectation of service quality and satisfaction. The important elements of physical settings are: Ambience: The ambience of physical setting includes temperature, lighting, noise, music, scent and colour. Space: People need space around them to feel comfort. Decors and artifacts: Sign, symbol and artifacts are important component of décor.
  • 20. CENTRAL BANK OF INDIA HISTORY Established in 1911, Central Bank of India was the first Indian commercial bank which was wholly owned and managed by Indians. The establishment of the Bank was the ultimate realisation of the dream of Sir Sorabji Pochkhanawala, founder of the Bank. Sir Pherozesha Mehta was the first Chairman of a truly ‘Swadeshi Bank’. In fact, such was the extent of pride felt by Sir Sorabji Pochkhanawala that he proclaimed Central Bank as the ‘property of the nation and the country’s asset’. He also added that ‘Central Bank lives on people’s faith and regards itself as the people’s own bank’. During the past 94 years of history the Bank has weathered many storms and faced many challenges. The Bank could successfully transform every threat into business opportunity and excelled over its peers in the Banking industry. Further in line with the guidelines from Reserve Bank of India as also the Government of India, Central Bank has been playing an increasingly active role in promoting the key thrust areas of agriculture, small scale industries as also medium and large industries. Among the Public Sector Banks, Central Bank of India can be truly described as an All India Bank, due to distribution of its large network in 27 out of 28 States as also in 4 out of 7 Union Territories in India. Central Bank of India holds a very prominent place among the Public Sector Banks on account of its network of 3165 branches and 270 extension counters at various centres throughout the length and breadth of the country.
  • 21. In view of its large network of branches as also number of savings and other innovative services offered the total customer base of the Bank at over 25 million account holder.
  • 22. PRODUCT MIX 1. DEPOSIT SCHEMES: There are various deposit schemes such as:- MONEY MULTIPLIER DEPOSIT CERTIFICATE (MMDC) scheme which multiplies the deposit i.e the interest receivable is automatically added to the principal amt at an effective interest rate that is higher than the contracted interest rate. This is an ideal scheme to increase the deposits exponentially. MONTHLY INTEREST DEPOSIT RECEIPT (MIDR) in which the interest earnings are paid monthly without affecting the principal amt. CENTRAL’S SENIOR CITIZEN DEPOSIT SCHEME the unique feature of the scheme is an incentive to senior citizens by way of additional interest over and above normal rate of interest on any of the existing term deposit schemes. This facility will be available to fresh deposits and renewal of maturing deposits.the facility is available only after the age of 60. CENT BACHAT KHATA With a view to make basic banking services available to vast section of the society, Central Bank of India has launched the No-Frills Savings Deposit Account “Cent Bachat Khata”. The broad features of the product are: - Any person of twelve years of age can open this account individually or joint with another person/s. Account can be opened in the name of minor with natural guardian. An account can be opened with initial deposit of Rs.50/-. Minimum balance of Rs.50/- Interest at Saving Bank rate i.e. @ 3.5% is allowed 2. LOAN SCHEMES: The banks approach towards loan policies is as follows: AGRICULTURE In view of importance of Agriculture in country’s economy a sizable share of bank’s total lending is allocated to this sector. The credit policy is also reoriented from time to time to meet the increasing needs of these sectors.
  • 23. The Bank extends direct and indirect advance, a few of which, are indicated below:- Direct finance i. Short Term Loan for raising crops i.e. Crop Loans ii. Medium and Long Term Loan - to plantations, horticulture, forestry etc. iii. Purchase of Agricultural implements and machinery iv. Development of irrigation potential Indirect Finance i. Loans to farmers through farmers societies. ii. Loans to co operative marketing societies iii. Advances to State sponsored cooperatives for onward lending to weaker sections. SMALL SCALE INDUSTRIES The SSI sector covers wide range of enterprises with diverse characteristics. This sector consists of tiny enterprises, small scale service business enterprises, artisans, khadi and village industries, Woman enterprises and sophisticated modern small scale units engaged in manufacturing, processing or preservation of goods. The types of facilities which are generally needed by such units and granted by the Bank are as under: i. Term Loans ii. Working Capital Loans iii. Composite loans iv. Deferred Payment Guarantee. OTHER TYPES OF LOANS 1. Loan against Bank’s Term Deposit Receipts. 2. Loan against Govt. Securities like NSCs, IVPs, KVPs, LIC Policies
  • 24. 3. HOUSING LOANS TO INDIVIDUALS: The individuals are granted housing loans, either for construction/ acquiring of a new flat, or for extension /alteration of existing flat or house or for purchase of an existing house. Apart from various loans and deposits central bank provides other services such as mobile banling, telephone banking, ATM’s at convenient locations.
  • 25. PRICE MIX Price is the interest charged or given on loans and deposits respectively. The bank provides various services for which prices are charged. The respective prices are as follows FLEXI YIELD DEPOSIT SCHEME Maturity Period Interest 1 year to Less Than 2 Year 5.5 2 year to 3 year 5.75 Over 3 year to 5 year 5.5 Over 5 year 5.25 The rates for education loans (centvidyarthi) are 10.5 %pa for male students and 10%for female students. Loan to IIT/IIM students is 10%pa (9.5%pa for girl students) HOUSING-FINANCE SCHEME- W.E.F 1/09/05 Period Fixed Upto 5 years. 8.00% Above 5 years to less than 10 years 8.50% 10 years & above 9.00%
  • 26. PLACE MIX The bank has 3165 branches and 270 ATM’s which are all located at convenient places. But still central bank of India lags in terms of ATM’s in the country as compared to other govt and private sector banks. The following are the places where some of the ATM centres are located. Location CITY STATE Gowalia Tank Road Mumbai Maharashtra TMC Extn. Counter (Naigaum) Mumbai Maharashtra Santacruz Mumbai Maharashtra Khodadad Circle Mumbai Maharashtra Seven Bunglow Mumbai Maharashtra CBD Belapur Mumbai Maharashtra Prabhadevi Mumbai Maharashtra Mumbai Main Office Mumbai Maharashtra Mumbai Main Office Mumbai Maharashtra Ashoka Hotel Delhi Delhi Ashoka Hotel Delhi Delhi Ashoka Hotel Delhi Delhi Defence Colony Delhi Delhi Chandni Chowk Delhi Delhi Deccan Gymkhana Pune Maharashtra Lal Darwaja Ahmedabad Gujarat Addison Building Chennai Tamilnadu T Nagar Chennai Tamilnadu Nungambakkam Chennai Tamilnadu Peelamedu Coimbatore Tamilnadu Vellore Chennai Tamilnadu BTM Layout Bangalore Karnataka Gandhigram Visakhapatnam Andhra Pradesh Secunderabad Hyderabad Andhra Pradesh
  • 27. Camac Street Kolkata Kolkata Udyog Bhavan Delhi Delhi Lajpat Nagar Delhi Delhi Savita Vihar Delhi Delhi Mahanagar Lucknow Uttar Pradesh Kamla Nagar Agra Uttar Pradesh Dehradun Dehradun Uttar Pradesh Sector 22-C Chandigarh Chandigarh PROMOTION MIX Promotion of central bank is mainly done through print media rather than television advertising. Banners of central bank of India can be seen on railway stations. Also central bank of India has been ahead of many banks as far as charity is concerned. Central bank of India tries to promote itself as people’s bank and it mainly targets middle class and semi urban people as its consumers. Around 70% of the branches are located in rural and semi-urban centers. The Bank has sponsored 23 Regional Rural Banks (RRBs). The Bank has lead responsibility in 54 districts and most of these are located in economically backward areas of Madhya Pradesh (17), Bihar (17), Maharashtra (7), Uttar Pradesh (5), West Bengal (3), Rajasthan (3) and Chattisgarh (2). For maintaining its present consumers central bank of India sends greetings on various auspicious days. The Bank also provides exclusive services to a number of Institutions serving the Society in different faculties such as Education, Research, Medical, Tourism, Religion etc.
  • 28. PHYSICAL EVIDENCE The placement of the different counters should be such that any new customer should not be confused. Physical evidence includes the different counters, application forms, slip books, cheque books, receipts etc. Normally all the forms and the receipts in central bank of India are written both in English and Marathi which makes very convenient for those people who cannot read and write in English. The counters are all well placed in this bank. There is a separate counter for depositing the cheques which is just beside the door. Depositing the cash and withdrawing the cash are done at the same counters. And there are three to four counters doing this. There are separate `Enquiry' or `May I Help You' counter at large branches. The bank has a big screen on the wall which continuously displays interest rates for various deposit schemes from time to time , working hours of the bank ,bank holidays etc They also provide complaint/suggestion box in the branch premises.
  • 29. THE PEOPLE MIX MS. HOMAI. A. DARUWALLA [CHAIRPERSON & MANAGING DIRECTOR] SHRI SUBBARAMANKRISHNAN [EXECUTIVE DIRECTOR] SHRI K.C.MOHAPATRA [DIRECTOR] SHAILANDRA JOSHI ASST GENERAL MANAGER, PR R.SADHU CHIEF MANAGER, CREDIT N.K TIRKE ASST GENERAL MANAGER, IT S.S SURESH GENERAL MANAGER, ACCOUNTS YOGENDRA SINGH DIRECTOR DEEPAK SINGH DIRECTOR
  • 30. THE PROCESS MIX Various accounts are designed mainly to help the individual to inculcate the habit of saving money and to meet their future requirement of money. The amounts can be deposited/withdrawn from these accounts by way of cheques/withdrawal slips. It helps the customers to keep minimum cash at home besides earning interest For opening any account (savings or current) the Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank. The Bank is required to obtain two recent photographs of the person/s opening the account, as per R.B.I. directives. The customer is then required to fill a respective form with all the details personal and professional—like full name, correct address through which the transaction can take place, telephone no., occupation, and his official signature through which he will carry out his bank transaction along with proof of identification like current gas / telephone / electricity bill or ration card or voter's identity card or driving license or passport etc.All the above documents are accompanied by initial deposit to open a bank account. After the completion of all the rules bank a/c no is given to the respective account holder.The account holder is then given cheque book, pass book and slip book. The account holder is required to maintain certain minimum balance in the account,as specified by the Bank from time to time, separately for computerized and non - computerised branches and also depending on, whether account holder wants to avail the Cheque book facility or not. Non - compliance of this would attract service charges. Interest at 4% p.a.is presently paid on half yearly basis.
  • 31. The same process is carried out for opening any account. INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF INDIA BANK HISTORY The World Bank, the Government of India and representatives of Indian industry formed ICICI Limited as a development finance institution to provide medium-term and long-term project financing to Indian businesses in 1955. Then in 1994, ICICI established ICICI Bank as a subsidiary. 1999 ICICI becomes the first Indian company and the first bank or financial institution from non-Japan Asia to list on the NYSE. In 2001, ICICI acquired Bank of Madura (est. 1943). Bank of Madura, and had acquired Chettinad Mercantile Bank (est. 1933) and Illanji Bank (established 1904) in the 1960s. In 2002 the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. After receiving all necessary regulatory approvals, ICICI integrated the group's financing and banking operations, both wholesale and retail, into a single one. ICICI Bank is India's largest private bank and the second largest bank in the country. ICICI Bank has total assets of about Rs25.1389billion, (as on 31st march, 2006) a network of over 614 branches, and offices and about 2200 ATMs. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. ICICI Bank's equity shares are listed in India on, the Mumbai Stock Exchange and the National Stock Exchange of India Limited and its
  • 32. American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). ICICI Bank is arguably the most aggressive bank in the country and can rightfully claim credit for the spread of retail financing in the country. ICICI Bank is the largest issuer of credit cards in the country. It was the first bank to offer a wide network of ATM's and had the largest network of ATM's till recently, before SBI caught up with it. The bank is expanding rapidly in overseas markets. It has operations in the UK, Hong Kong and Canada. It acquired a small bank in Russia recently. It has tie-ups with major banks in the US and China.
  • 33. PRODUCT MIX ICICI Bank offers a range of banking products and financial services to corporate and retail customers through several delivery channels and specialised subsidiaries and affiliates. The areas include investment banking, life and non-life insurance, venture capital and asset management. ICICI Bank, which accepts deposits under various savings and fixed schemes, offers a range of loans for various purposes, including housing, cars and 2-wheelers, commercial vehicles, farm equipment, medical equipment, office equipment and construction equipment. The bank also has a popular credit card business. ICICI offers other services such as internet banking, mobile banking, telephone banking etc ICICI was the first bank in India to start internet banking way back in 1996. Other services include: ATM Network: A saving Bank Account with ICICI Bank Entitles a free ATM card, which enable us to access our account anytime & at any ATM center across the country. Unlike most other ATMs, an ICICI bank ATM allows one to withdraw Upto RS. 25,000 a day. In addition, cash can be withdrawn from any of the ATM from our master card. (Domestic/ International). 7 Days Banking: At select branches spread over a country we can do your banking on all the 7 days of the week (except for public holidays), over extended working hours. For consumer convenience ICICI is one of very few banks which operates from morning eight to evening eight i.e. twelve hours banking. Tele-banking: A Tele-banking service provides us instant access to our account. They offer us a wide range of service over the phone such as account information,
  • 34. Balance enquiry, Transaction details, statement of account on fax, status of our cheque (Available during branch business Hours). Connect – internet Banking: Through the concept of “the bank on your desktop” we can look up the status of our account, query & undertake a range of financial transactions, simply by clicking the mouse. ICICI card service: ICICI Bank has joined hands with several banks, to give rise to a new kind of card power- unique & unmatched benefits & international utility at the most competitive rates. The ICICI Bank internal silver card, the Master Card & ‘unique’ card offer quite a few benefits. CREDIT CARDS ICICI Bank Credit Cards gives the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from life time free cards, Insurance benefits, global emergency assistance service, discounts, utility payments, travel discounts and much more. DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used for shopping at more than 100,000 merchants in India and 13 million merchants worldwide. TRAVEL CARDS Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit card. Other Features: The ICICI bank card has the widest possible reach – welcome by 1, 10,000 Merchant partners across India & Nepal & yet another 160lakh merchant Establishment worldwide.
  • 35. Mobile ATM’s: ICICI Bank launched its mobile ATM in Mumbai way back in 2002— the first of its kind in India. In Mumbai, the mobile ATM vans are parked at four locations in the suburbs daily for two hours each. The four locations have been chosen depending on the sizeable number of customers the bank have in these pockets. These ATMs are equipped with Video Surveillance devices. Regular customers can also use this ATM under normal course.
  • 36. PRICE MIX The price mix in the banking sector is nothing but the interest rates charged by the different banks. In today’s competitive scenario where the customer is the king the banks have to charge them interest at the rate in force on accordance with the RBI directives. Interest is paid on the minimum credit balance maintained between the 10th day and last day of each calendar month in Savings accounts at the rate in force in accordance with RBI directives. Interest so calculated is rounded off to the nearest rupee, ignoring fractions of a rupee. Interest is paid every half year in September and March HOME LOANS Loan Tenure Rate of Interest EMI per Lac 5 years 10.50% 2149 10years 11.00% 1378 15years 11.00% 1137 20years 11.00% 1032 As ICICI have tied up with other banks ATM’s the receiver of this service have to pay nominal amt of 20-25 Rs. The Bank provides various services to customers for which service charges are levied. The charges are reviewed/revised from time to time.
  • 37. Service charges are levied for collection and remittance of funds, processing of loan proposals, issue of guarantees, safe custody, issue of duplicate instruments/statements ledger folio charges etc. PLACE MIX Place mix is the location analysis for bank branches. There are number of factors affecting the determination of the location of the branch of a bank. It is very necessary for a bank to be situated at a location where most of its target population is located. ICICI Bank's 24 Hour ATM network is one of the largest and most widespread ATM Network in India. Their ATMs are located in commercial areas, residential localities, major petrol pumps, airports, near railway stations and other places which are conveniently accessible to the customers. ICICI Bank has entered into an arrangement with Federal Bank for the sharing of ATM network. By this arrangement customer holding Debit cum ATM card of ICICI Bank will be able to use the ATMs of the Federal Bank for Cash withdrawal and balance enquiry transactions. The convenience of using this additional shared network comes at the nominal cost of Rs. 20 per transaction for cash withdrawal and Rs.10 per transaction for balance enquiry, plus service tax at 10.2% of the charge amount, at these ATMs. Customers can withdraw Upto 25,000 per day, either through ICICI Bank's ATMs or through any of our partner banks ATMs. Also ICICI have tied up with state bank of India to create largest domestic network. Under the arrangement, customers of SBI and ICICI Bank can access each other's ATM network for a small fee. SBI and associates at present have 2,068 ATMs and ICICI Bank has a network of 2200 ATMs. The SBI-ICICI Bank tie-up will give access to the combined network of
  • 38. 4268 ATMs, spread across over 600 centres in the country. Customers of both the banks can withdraw cash and enquire about their accounts by the new tie-up. Other services like depositing cash will be eventually included in the mutual services. A fee of Rs 18 and Rs 7 will be charged for cash transaction and other enquiries, respectively. THE PROMOTION MIX Promotion is nothing but making the customers more and more aware of the services and benefits provided by the bank. The banks today can use a lot of new technology to communicate to their customers. Two of the fastest growing modern tools of communicating with the customers are:  Internet Banking  Mobile Banking Both in which ICICI bank have achieved great standards. ICICI advertises about its products on television on a large scale. They always advertise any new product launched by them. The advertisement of ICICI bank features a young employee with good personality speaking three words through his gesture i.e. “Hum Hay Naa” -We are always there to help you. This advertisement strategy creates a kind of assurance in the minds of people that ICICI is always there to help them in their financial matters. Thus the knowledge genuineness, honest & ability to provide the service of front office staff creates trust in the minds of customer. Bank also trained its employees who have high customer contact that can build trust & confidence between employee& customer.
  • 39. ICICI also recently signed up Shahrukh Khan as its global ambassador after a two and a half year contract with Amitabh Bacchan got over. ICICI also came up with an innovative idea of attracting kids under 18. ICICI has just tied up with Cartoon Network, the leading kids' network, and signed on their iconic toon stars, Tom and Jerry, as brand ambassadors for its Young Stars Account. The Young Stars account is another pioneering product from ICICI Bank that initiates children to the world of banking and finances. With this innovative product, the entire family is involved with the Bank and while parents can monitor their child's expenses, children learn to manage their expenses themselves. In a market where banks continuously avoided children, ICICI came a step forward to attract a population which contributes to more than 50% (54% population is currently under the age of25) . With this move ICICI is promoting itself amongst the youngsters.
  • 40. PHYSICAL EVIDENCE Physical Evidence is the overall layout of the place. How the entire bank has been designed. Physical evidence refers to all those factors that helps make the process much easier and smoother. For example in case of a bank the physical evidence would be the placement of the customer service executive’s desk, or the location of the place for depositing the Cheques. It is very necessary the place is designed in such a manner so as to ensure maximum convenience to the customer and cause no confusion to him. The experience of Physical Evidence of an ICICI bank branch we visited was as follows: Very well organized, well furnished and there is enough space to sit. Separate boxes are made i.e. for local clearing, national clearing for depositing the cheque, for which there is no need to stand in the queue. Tokens are not given for withdrawing cash; instead there is only one line for depositing and withdrawing the cash. The same line leads to 5 to 6 different counters wherein cash can be withdrawn and deposited, so that any new comer is not confused by seeing too many lines. All the departments where put up in such order that a rush in one of the departments would not lead to problems to the other department
  • 41. The enquiry counters where placed right in front of the entrance so that the new visitors do not have any problem in locating the counters and the people can be helped as quickly as possible. The work was being carried out at a very efficient pace. The staff of the bank are well presentable and dressed and always with an ID around their neck for easy identification. ICICI Bank is fully equipped with decent interior. It has all the latest technical instruments such as printer, scanner, fax machines, computers, etc. All the equipments are well maintained to avoid any blockage in the service. There were signboards indicating which department lies where, different counter number etc. All the employees were in their formal uniforms, which gave a decent look and differentiated them from the customers. All this facility probably helps new customer to reduce his confusion for banking transaction & importantly they get involved in banking environment quickly. There is no doubt that ICICI is the one of the topmost bank as it shows what great planning has been done in even the smallest of the matters. Physical evidence also includes other factors which makes the process convenient like ATM’s, forms, cheque, credit cards etc. Following are the features available on our ATMs, which can be accessed from anywhere at anytime.
  • 42. Cash Withdrawal: Withdraw Upto Rs. 25,000/- per day from your account Balance Enquiry: Know your ledger balance and available balance Mini Statement: Get a printout of your last 8 transactions and your current balance. Deposit Cash / Cheques: Available at all full function ATMs, Customers can deposit both cash and cheques. Cash deposited in ATMs will be credited to the account on the same day (provided cash is deposited before the clearing) and cheques are sent for clearing on the next working day. Funds Transfer: Transfer funds from one account to another linked account in the same branch. PIN Change: Change the Personal Identification Number (PIN) of ATM or Debit card. Payments: The latest feature of our ATMs, this functionality can be used for payment of bills, making donations to temples / trusts, buying internet packs, airtime recharges for prepaid mobile phones and much more... Others: Request for a checkbook from our ATMs and our concerned branch will dispatch it such that it reaches you within 10 working days. Charges: There is no charge levied on ICICI Bank customers for transacting on ICICI Bank's ATMs. However for customers not maintaining the minimum quarterly average balance in their savings account, first 6 transactions in the quarter will be free and Rs. 25 per transaction will be charged thereafter
  • 43. THE PEOPLE MIX People are the employees that are the service providers. In a banking sector the service provider plays a very important and determinant role in rendering the customers a satisfactory and a good service. It is extremely essential that the service provider understands what his customers expects from him. In a banking sector the customer needs to be guided in a lot of matters which is possible only with the help of the service provider. ICICI bank views people as a key source of competitive advantage. Consequently the development and management of human capital is an essential element of its strategy and key management activity. The knowledge genuineness, honest & ability to provide the service of front office staff creates trust in the minds of customer. Bank also trained its employees who have high customer contact that can build trust & confidence between employee& customer. ICICI bank has built strong capabilities in training and development to build competencies. Training on product and operations is imparted through web – based training modules. Frontline staff members are being trained on the regular basis by IT users support group on the various enhancements as well as new packages designed for offering customized solutions to customers. Board Members 1 Mr. N. Vaghul, Chairman 2 Mr. Sridar Iyengar 3 Mr. R.K.Joshi 4 Mr. Lakshmi N. Mittal
  • 44. 5 Mr. Narendra Murkumbi 6 Mr. Anupam Puri 7 Mr. Vinod Rai 8 Mr. M.K. Sharma 9 Mr. P.M. Sinha 10 Prof. Marti G. Subramanian 11 Mr. T.S. Vijayan 12 Mr. V. Prem Watsa 13 Mr. K.V. Kamath, Managing Director & CEO 14 Ms. Lalita D. Gupte, Joint Managing Director 15 Ms. Kalpana Morparia, Joint Managing Director 16 Ms. Chanda Kochhar, Deputy Managing Director 17 Dr. Nachiket Mor, Deputy Managing Director
  • 45. THE PROCESS MIX The process mix constitutes the overall procedure involved in using the services offered by the bank. It is very necessary that the process is very customer friendly. In other words a process should be such that the customer is easily able to understand and easy to follow. Today if particular banks formalities are long and the procedure very complicated the overall process fails and the customer may not inclined towards using that banks services. Let’s take for example the process for application for a car loan. Now this mainly involves 3 things. 1. Producing of proper documents 2. Filling up of application form 3. Paying for the initial down payment The process of opening an account in ICICI Bank is given as follows: Firstly, the customer has to collect the form from the counter. He has to fill in the details such as name, address, type of account, name of nominee and so on. He has to attach certain documents to give a proof for his identity and residential address. These documents include Passport copy, Ration card copy, Telephone bill, etc and his photograph.
  • 46. Along with the documents, he is required to give a self signed cheque or cash Rs.5, 100/- The attached form is then submitted at the counter. Here the form is physically checked. After checking the form, the information is feed in the computer. The account number and ATM pin card is given to the customer on the spot. But his account activates only after three days. The attached form is then sent by the branch to the Regional Processing Centre (RPC), where the documents are physically checked and scrutinized. After the verification is complete, and if they are satisfied with the documents, they activate the account else the form the application is rejected. The control of activating the account is under only RPC. The branch cannot do this activity. RPC informs the respected branch about the activation of the account. Finally, the branch employee gives a call to the customer informing him that his account is activated.
  • 47. HONGKONG AND SHANGHAI BANKING CORPORATION Headquartered in London, HSBC is one of the largest banking and financial services organizations in the world. HSBC's international network comprises over 9,500 offices in 76 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. With listings on the London, Hong Kong, New York, Paris and Bermuda stock exchanges, shares in HSBC Holdings plc are held by nearly 200,000 shareholders in some 100 countries and territories. The shares are traded on the New York Stock Exchange in the form of American Depositary Receipts. Through an international network linked by advanced technology, including a rapidly growing e-commerce capability, HSBC provides a comprehensive range of financial services: personal financial services; commercial banking; corporate, investment banking and markets; private banking; and other activities. The HSBC Group has an international pedigree which is unique. Many of its principal companies opened for business over a century ago and they have a history which is rich in variety and achievement. The HSBC Group is named after its founding member, The Hong Kong and Shanghai Banking Corporation Limited, which was established in 1865 to finance the growing trade between China and Europe. HSBC made record profits in the 2004-2005 year earning over 12 billion GBP or more than 20 billion US dollars.
  • 48. HSBC IN INDIA HSBC is the largest group in the world after Citicorp. Before moving it’s headquarter to London in 1990, it was headquartered in Hong Kong. HSBC India is having branches in Ahmedabad, Bangalore, Chennai, Chandigarh, Coimbatore, Gurgaon, Hyderabad, Jaipur, Kochi, Kolkata, Ludhiana, Mumbai, New Delhi, Noida, Pune, Thane, Trivandrum and Visakhapatnam. HSBC NRI centres are located in Asia-Pacific, the Middle East, Europe and North America. HSBC NRI centres provide full range of personal and private banking products in India and overseas. HSBC Internet banking adds to the services of HSBC India abroad.
  • 49. PRODUCT MIX HSBC being an international bank caters to many developed countries and because of that the bank makes use of best of latest technologies. Some of the products and services offered by the bank are as follows: The HSBC Group develops and applies advanced technology to the efficient and convenient delivery of banking and related financial services. HSBC Bank India provides the following: • Self-service banking with over 150 in-branch and off-branch ATMs and 24-hour phone banking. • Trade and corporate banking services with real-time access to a centralised information database • Instantaneous inter-city transactions through online connections between all branches • A state-of-the-art treasury dealing system • A sophisticated card system supporting debit and credit cards, domestic and international VISA, MasterCard, and co-branded cards • A dedicated acquiring system for both MasterCard and Visa transactions
  • 50. • Online@hsbc, HSBC internet banking service, provides customers with an integrated and secure platform to access their accounts. • HSBC India, along with HSBC Investment product and HSBC Insurance, it offers international Gold Card and Classic Credit Cards from VISA and MasterCard and debit cards from Visa. HSBC in India gives 24 hour banking services, extensive network of ATMs, integrated Call Centre and also HSBC e-banking. SMART MONEY A/C Taking the smart way out, HSBC introduced Smart Money Account, which enables you to enjoy all the benefits of a savings account coupled with the high returns of a fixed deposit. A unique combination of a fixed deposit and a savings account, the HSBC Smart Money Account lets you enjoy the higher returns of a fixed deposit and yet retain the liquidity and flexibility to meet all your needs. Make all your bill payments online and avoid the hassles of physical payments. It does defraud Open a Smart Money Account with a minimum fixed deposit of Rs.25, 000 and get high returns. DEMAT SERVICES As someone who's interested in regular trading, one need a well-resourced account to match the needs in a dynamic market scenario. As a leading depository participant, HSBC offers HSBC Demat Accounts, armed with an entire range of conveniences specially designed to make your money work harder. One can purchase, hold and sell shares in electronic form. PERSONAL FINANCIAL SERVICES HSBC provides more than 100 million customers world-wide with a full range of personal financial services, including current and savings accounts, mortgages, insurance, credit cards, loans, pensions and investments. The Consumer Finance group facilitates point of sale credit to consumers, and lends money and provides related services to meet the financial needs of everyday people. COMMERCIAL BANKING
  • 51. HSBC provides financial services to small, medium-sized and middle- market enterprises. The group has almost 2.5 million of such customers, including sole proprietors, partnerships, clubs and associations, incorporated businesses and publicly quoted companies. CORPORATE INVESTMENT BANKING AND MARKETS This customer group provides tailored financial services to corporate and institutional clients. Business lines comprise Global Markets, Corporate and Institutional Banking, Global Transaction Banking and Global Investment Banking. PRIVATE BANKING Private Banking provides financial services to high net worth individuals and their families in 68 cities. Over the last five years, acquired companies such as Republic New York Corporation, Safra Republic Holdings and The Bank of Bermuda have been integrated into HSBC’s private banking businesses.
  • 52. PRICE MIX Prices charged for various services are as follows:- Average quarterly balance less than requirement Rs.750 per quarter Account not operated for more than 2 years Rs.150 per quarter Statement of Accounts each quarter (mailed to account holders) Free Duplicate Statements Rs.150 per statement Interest on fixed deposits Period Simple Interest % p.a. Cumulative Interest % p.a. Fixed Deposits 15 to 29 days 5.50 30 to 59 days 5.50 60 to 89 days 6.00 90 to 179 days 6.00 180 to 269 days 7.00 270 to 12 months* 6.75
  • 53. 366 days to 399 Days 6.75 400 days 7.50 401 days to < 18 months 6.75 18 months to 24 months 7.25 > 24 months to < 36 months 6.75 36 months to < 37 months 7.25 37 months to 48 months 6.50 > 48 months to 60 months 6.50 PLACE MIX These are addresses of some of the ATM’s in country Cities For Banking related queries Ahmedabad 98982 72424 Bangalore 2558 9595 Chandigarh 501 6555 Chennai 2526 9595 Coimbatore 98943 72424 Gurgaon 9511 - 2373 8989 Hyderabad 2335 8686 Indore 98932 72424 Jaipur 220 8989 Kochi 98954 72424 Kolkata 2243 8585 Ludhiana 502 8989 Mumbai 2498 2424 New Delhi 2373 8989
  • 54. Noida 9511 - 2373 8989 Pune 5602 8585 Trivandrum 98954 72424 Vadodara 98982 72424 PROMOTION MIX The HSBC logo is that of hexagon. The group announced in November 1998 that the HSBC brand and the hexagon symbol would be adopted as the unified brand in all the markets where HSBC operates, with the aim of enhancing recognition of the Group and its values by customers, shareholders and staff throughout the world. HEXAGON SYMBOL This was originally adopted by the Hongkong and Shanghai Banking Corporation as its logo in 1983. It was developed from the bank’s house flag, a white rectangle divided diagonally to produce a red hourglass shape. Like many other Hong Kong company flags that originated in the 19th century, the design was based on the cross of Saint Andrew. SPONSORSHIP One of the best ways through which HSBC promotes itself is through sponsorship.Having sponsored the Jaguar Racing Formula One team since the days of Stewart Grand Prix, HSBC ended its relationship with the sport when Red Bull purchased Jaguar Racing from Ford. HSBC has now
  • 55. switched its focus to golf, taking title sponsorship of events such as the HSBC World Match Play Championship, HSBC Women’s World Match Play Championship and HSBC Champions. In football HSBC sponsor French club AS Monaco. In Australia, HSBC sponsors the New South Wales Waratahs rugby team in the Super 14 competition, as well as the Hawthorn Football Club in the Australian Football League. In the United States, HSBC owns the naming rights to the home arena of the Buffalo Sabres until 2026, the team plays in the North American National Hockey League. HSBC’s other sponsorships are mainly in the area of education, health and the environment. SLOGAN Since the global adoption of the HSBC brand the following strap lines have been used: 1999: Your world of financial services. 2002: The world’s local bank.
  • 56. PEOPLE MIX HSBC has over 125 million customers around the world across its 4 Customer Groups; 25 million of total customers have registered for internet banking; HSBC have over 284,000 staff in 76 countries and territories, including: Country Number of Staff United Kingdom 55,000 United States of America 49,000 Brazil 28,000 Hong Kong 26,000 Mexico 22,000 India 20,000 France 14,000
  • 57. In September 2005, HSBC was voted 'Global Bank of the Year' by The Banker for the fourth consecutive year; HSBC’s earnings are diversified geographically and by Customer Group: Geographical Contribution Customer Group contribution Personal Financial Services- 47.2% Commercial Banking 23.7% Private Banking 4.4% Other 0.1% L [ North America 32.8% Europe 30.3% Hong Kong 21.5% Rest of Asia Pacific 12.3% South America 3.1%
  • 58. PHYSICAL EVIDENCE The exteriors of HSBC banks are well furnished and maintained. All the HSBC buildings and branches in all the countries are built in strict accordance with “feng shui”.All the major HSBC buildings worldwide have statues of lions on the entrance. From a "Feng Shui" point of view, the two bronze lion statues in front of the HSBC headquarter are believed to contribute to the steady revenue of the bank. Although even in Asia, not every architect believes in Feng Shui, most of their customers do. All the buildings have developed a harbour lightning plan known as symphony of lights which gives a spectacular view during nights.
  • 59. HSBC SHANGHAI HEADQUARTERS AND THE LION ON THE ENTRANCE PROCESS MIX There are various processes followed by a bank. Being a bank with an international repute the process followed are of international standards. The staff is very friendly helps its customers in all the processes. For opening any account (savings or current) the Bank requires a satisfactory introduction of the person/s opening the account by a person acceptable to the Bank. The personal of the bank goes to the locations of the customer and explain the details and does the needfull. The Bank is required to obtain two recent photographs of the person/s opening the account, as per R.B.I. directives. The customer is then required to fill a respective form with all the details personal and professional—like full name, correct address through which the transaction can take place, telephone no., occupation, and his official
  • 60. signature through which he will carry out his bank transaction along with proof of identification like current gas / telephone / electricity bill or ration card or voter's identity card or driving license or passport etc.All the above documents are accompanied by initial deposit to open a bank account. HSBC’s Corporate and Institutional Banking (CIB) group is a leading provider of financial services to top-tier global corporate and institutional clients. HSBC team comprises of dedicated industry professionals committed to servicing the strategic, financial and capital-raising needs of our clients. With strong local knowledge, industry links and a thorough understanding of sector issues and trends, our teams of banking professionals are chosen for their in-depth understanding of the industries in which our clients operate. HSBC recognises the importance of long-term relationships and strives to work in collaboration with our clients to meet their business objectives. HSBC aims to be a trusted advisor to each of its clients; our teams of specialists work in collaboration with clients to provide tailored solutions to their global strategic and financial needs. Our relationship teams and investment bankers work together to provide integrated corporate and investment banking services to our corporate and institutional clients. These teams have specialist industry and sector experience and are well positioned to offer visionary strategic advice to our clients. With some 9,500 offices in 76 countries and territories, HSBC possesses a true global reach with extensive local strength and knowledge. Our clients are served by global relationship management teams deployed world-wide, that work closely with sector and product specialists from across the Corporate, Investment Banking and Markets business to provide innovative cross-border solutions.
  • 61. SARASWAT COOPERATIVE BANK
  • 62. The Bank has a very humble but a very inspiring beginning. On 14th September 1918 , "The Saraswat Co-operative Banking Society" was founded. Mr. J.K. Parulkar became its first Chairman, Mr. N.B. Thakur, the first Vice-Chairman, Mr. P.N. Warde, the first Secretary and Mr. Shivram Gopal Rajadhyaksha, the first Treasurer. These were the people with deep and abiding ideals, faith, vision, optimism and entrepreneurial skills. These dedicated men in charge of the Society had a commendable sense of service and duty imbibed in them. Even today, our honorable founders inspire a sense of awe and respect in the Bank and amongst the shareholders. The Society was initially set up to help families in distress. Its objective was to provide temporary accommodation to its members in eventualities such as weddings of dependent members of the family, repayment of debt and expenses of medical treatment etc. The Society was converted into a full- fledged Urban Co-operative Bank in the year 1933. MILESTONES During the late fifties, the Bank grew from strength to strength. The Bank had established five branches within the city of Mumbai and one each at Pune and Belgaum. Resultantly, in the year 1977-78, the Bank's gross income crossed the Rs.3.00 crore mark for the first time. Last two decades the bank has witnessed a steady growth in the business. The bank has a network of 86 fully computerized branches covering five states viz. Maharashtra, Gujarat, Madhya Pradesh, Karnataka and Goa. The Bank is providing 24- hour service through ATM at 30 locations. Prosperity to customer relationship has been the motto of Saraswat Bank for the last 87 years. The bank still continues to function with the glorious tradition in public services besides being the largest Urban Co-operative Bank in India, Saraswat Bank has now become the largest in Asia. Saraswat bank has now 86 fully computerised branches, 12 Extension Counters, 7 Zonal Offices and 20 Departments located across 5 States viz. Maharashtra, Goa, Gujarat, Madhya Pradesh and Karnataka. Saraswat Bank attributes this success to its undying spirit to serve the common man and to the sharpening of its competitive edge by constantly
  • 63. upgrading technology to match international standards. The bank is fully computerised and offers convenient working hours. Saraswat bank has introduced a wide range of schemes at attractive interest rates, which has become very popular, especially among the middle-class in view of the easy repayment plans. PRODUCT MIX Saraswat provides a variety of products and services to the customers. Saraswat Bank being the No.1 co-operative bank in Asia, always makes efforts towards developing and offer new and competitive products and services. In the wholesale banking business, the Saraswat Co-operative Bank Ltd. provides a wide range of products from a traditional term loan to fund the Capital expenditure to short term products like Bills discounting under Letter of Credit etc. The Bank also offers a bouquet of Retail Loan Products such as Vastu siddhi home loan, Saraswati Education Loan, Car Loan etc. and wide array of Deposit options with attractive features and Rate of Interest. Through a channel of distribution of third party products, they also offer other services like Life and non-Life Insurance, Mutual Funds and Demat Services.
  • 64. The bank has a special deposit scheme for minor/school students (under the age of 21) known as CUBS deposit scheme. Account holders are entitled to free gifts and interest at 3.5%p.a. The bank also provides separate account co-operative societies with special benefits like Free Affinity Card Free Cheque Collection Service. Free delivery of Statement of Account (once in a month) Free Utility Bill Payment (Easy Pay Scheme) Free transfer of Funds from the account of member of the Society to Society’s account for monthly maintenance Free issue of D.D./P.O. Upto Rs. 25000/- each. Prior intimation regarding maturity of Term Deposit and automatic renewal of Term Deposit. 5% discount in building insurance premium through our Bank Special concession under Vastu Sajaawat Loan Scheme for house repairs to the members of the Society Services offered by Saraswat bank are as follows EASY PAY Here is one exciting facility the Bank offers to relieve relieve their customers, from standing in a queue for routine utility bill payments. All you have to do is to walk into any of our branch and register yourself under : Easy Pay" scheme for all your recurring utility bill payments such as Telephone, Electricity Bills, Cellular Phone Bills, Insurance Premium & many more. Once you are registered all your future bills will be paid automatically through your bank account with us.
  • 65. BANCS Saraswat Bank has joined the 'BANCS' network consortium for ATM sharing and has started operations since 15th June 2004. BANCS currently comprises of 2461 (Two thousand Four Hundred and Sixty One only) ATM's of 13 member banks including Saraswat Bank. Saraswat Bank has ensured that their customers can use existing ATM cards in 'BANCS' network for ATM transactions. And there are no charges levied on customers for BANCS transaction. An account holder can access saraswat’s ATM as well as BANCS group ATM at free of cost. MUTUAL FUNDS Saraswat bank has tied up with following Mutual Funds for selling their mutual fund products. [i] ING Vysya Mutual Fund [ii] Kotak Mutual Fund [iii] SBI Mutual Fund [iv] UTI [v] ICICI Infrastructure Bonds Saraswat bank also provides a number of insurance policies that suits an individual needs. Saraswat bank also provides internet banking. PRICE MIX Name of the bank THE SARASWAT CO-OPERATIVE BANK
  • 66. LTD. Savings Bank A/c - No frills A/c Minimum Balance Not Applicable Charges for non maintenance thereof Not Applicable Saving Bank Accounts with Cheque facility Minimum Balance Rs.1,000/- Charges for non maintenance thereof Rs. 50 + Service Tax @ 12.24% Other savings bank account facilities Issue of Duplicate Statement Nil, in case of savings account holders Issue of loose cheque leaves Nil Issue of duplicate pass book Rs. 15/- per passbook + Service Tax @ 12.24% DD-Cancellation Rs.10 per instrument plus service tax @ 12.24% DD-Duplicate Rs.20 per instrument plus service tax @ 12.24% DD-Revalidation Rs.20 per instrument plus service tax @ 12.24% Collection of Cheques Amount Charges exclusive ofservice tax @ 12.24% Urban: < 1000 15.00 1001-5000 25.00 5001-10000 35.00 10001- 1 lac 3 per 1000 min35 35.00 1.01 lacs- 10 lacs 2.50 per 1000 min 300 300.00 >10 lacs 2 per 1000 min 2500 2500.00
  • 67. Bouncing of cheques- Local Inward Cheque return Type of account Amount in Rs. (per cheque) Savings Bank account Rs. 50/- Current Bank account Rs. 100/- Cash Credit / Overdraft Rs. 100/- Outward Cheque return Type of account Amount in Rs. (per cheque) Savings Bank account Rs. 25/- Current Bank account Rs. 50/- Cash Credit / Overdraft Rs. 50/- Charges indicated above are exclusive of service tax @ 12.24% Cards ATM Membership fee Nil Annual Fee Nil Renewal Charges Nil Late Payment Charges Nil Interest Charges Nil Replacement charges Nil Transaction Charge for Partner banks Nil Transaction Charge for Non-Partner banks Nil Credit Card Membership fee Not applicable Annual Fee Not applicable Renewal Charges Not applicable Late Payment Not applicable
  • 68. Charges Interest Charges Not applicable Replacement charges Not applicable Cash withdrawal Not applicable Debit Card Membership fee Not applicable Annual Fee Not applicable Renewal Charges Not applicable Late Payment Charges Not applicable Replacement charges Not applicable Cash withdrawal Not applicable MISCELLANEOUS Balance enquiry Nil Balance Certificate Nil PLACE MIX Addresses of branches in Mumbai Place Address Andheri Raja Shopping Center, New Nagardas Road, Andheri (E), Mumbai-400 069. Andheri Ext. Counter All India Institute Of Local self Government, Burfiwalla Marg, Andheri(W.), Mumbai - 400 058 Antop Hill Kalpak Estate, Shaikh Mistry Marg, Antophill, Mumbai -400037
  • 69. Ballard Estate Wakefield House, Plot No. 16, Ground floor, Sprot Road, Ballard Estate, Mumbai - 400001 Bandra Vinayak CHSL, Gandhi Nagar, Bandra(E), Mumbai - 400 051 Borivali Kesar Kripa, Chandavarkar Lane, Borivali(W), Mumbai - 400 092 Laxmi Building, 8 Quarter Road, Borivli (East), Mumbai 400066 Charkop Charkop Kuluwasi CHSL, Panchavati, RDP-8/212, Charkop, Kandivali(W), Mumbai - 400 066 Chhatrapati Shivaji Terminus Taj Building, Ground Floor, Amrit Keshav Nayak Marg, Fort, Mumbai - 400 001 Chembur Shri Sunder Co-op Hsg. Ltd.,Plot No. 560, Sion Trombay Road, Chembur, Mumbai-400 071 Dadar 12, FramRose Court,60/60B, Dadasaheb Phalake Road, Dadar - 400 014 Dadar Extn. Counter M.D.College, Maharshi Dayanand Education Society, Dr. S.S.Rao Road, Opp. Gandhi Hospital, Parel, Mumbai – 12 Dombivali Silver Coin apartments, Bhagat Singh Road, Bhanu Nagar, Dombivali(E). Everest Hall Bldg, M G Cross Marg Dombivali (West) 421202 Girgaum Madhukosh, S.V.Sovani Path, Girgaum, Mumbai - 400 004 Ghatkopar Shreyas Cinema, L.B.S. Marg, Ghatkopar(W), Mumbai - 400 086 Santoshimata Co op Hsg. Society, Asalfa, Ghatkopar
  • 70. (West). Mumbai 400084. Goregaon(E) Seetai, Pandurang Wadi, Goregaon(E), Mumbai - 400063 Goregaon(W) Pratiksha Apartment, Opp. Filmistan Studio, S.V..Road, Goregaon(W), Mumbai - 400 062. Grant Road Apsara Cinema Building, 203- A, Dr. D.B.Marg, Mumbai - 400 007. Jogeshwari Saidham Co. op Hsg. Society Ltd., Ground floor, Near Ganesh Hotel, Majaswadi, Jogeshwari (East), Mumbai 400060 Jogeshwari Ext. Counter Meghwadi, Jogeshwari (East), Mumbai 400060. Juhu Madhusagar,N.S.Road No.13,Near Juhu Church, Mumbai - 400049 Kalwa Kishore Smruti, Station Road,Kalwa, Thane 400 605. Kalyan Gokuldham Complex, Murbad Road, Near Syndicate Naka, Kalyan 421 301. PROMOTION MIX The following are the different ways in which Saraswat bank promotes itself KANARA SARASWAT MAGAZINE Over the years the quality of the magazine has improved to a great extent. Innovative ideas have been introduced in the lay out and designing.
  • 71. Members eagerly wait for the copies to get community news. The circulation has grown to 3800 copies compared to the previous year of 3600 print outs. There is an over whelming response from eminent writers who have been spontaneously contributing on topics of current interest viz. biography, travelogue, astronomy, education, health, culinary, sports, religion and philosophy etc. The columns under ‘Classifieds and Domestic Tidings are read with great interest. The numbers of articles are mounting but owing to constraint of space they are being published in phases in subsequent issues. SCHOLARSHIP, DISTRESS AND MEDICAL RELIEF Yet another way to promote itself, the bank continuously takes part in charity and relief funds. Your Association is one of the member institutions of the Co-ordination Committee for distribution of Scholarships, distress and Medical relief. The amount distributed by the Association during the year is as follows: Fund (Rs.) 2001-2002 (Rs.) 2003-2004 Scholarship 50,900.00 56,150.00 Distress Relief 17,000.00 29,100.00 Medical Relief 36,000.00 25,500.00 Emergency medical NIL 14,400.00 WEB PROMOTION The bank believes that effective web promotion through search engine puts your website in front of your most qualified customers. Results continue to show Internet search engines and directories to be the most popular and cost- effective way to increase online visibility with your potential customers so that more and more people come to know abou the bank Some of the other ways websites are discovered. Top ways websites are discovered : Banner ads 1% Targeted email 1.2%
  • 72. TV spots 1.4% "By accident" 2.1% Magazine ads 4.4% Word-of-mouth 20% Random Surfing 20% Search Engines 46% PHYSICAL EVIDENCE
  • 73. INTERIOR OF SARASWAT BANK The interiors of the bank are not as well maintained as any private bank. A computerised screen indicating current interest rates, services provided by the bank, services provided by the bank etc is put on the wall. Tokens were given to those who came to withdraw money. PEOPLE MIX Board of Directors
  • 74. Chairman Shri R. K. Patkar, B.A.(HONS.), B.COM Vice-Chairman Shri K. V. Rangnekar, M.A. (SOCIOLOGY) Directors Mr. E.K. Thakur, B.A. (HONS.), C.A.I.I.B Mr. R.V. Kalghatgi Mr. M.P.Barde, B.E. (CIVIL), M.TECH. M.I.E. Mr. N. R. Warerkar, B.COM. C.A.I.I.B. Mr. R. W. Gharse, B. Tech (Chem.Engg.), M.M.S. Mr. V. K. Gaikwad Mr.M.K alias "Baba" Parulekar, B.A Prof. J.S.Walawalkar, B.Com(Hons.), L.L.B., F.C.A., A.C.S. Mr. S. D. Welling, M.Com. F.C.A. Mr. S.M. Rege, B.Tech, IIM-Bangalore Managing Director Mr. S.Kumar Banerji, B.Sc. (Hons.), D.B.M., L.L.M. THE PROCESS MIX The process mix constitutes the overall procedure involved in using the services offered by the bank. It is very necessary that the process is very customer friendly. In other words a process should be such that the customer
  • 75. is easily able to understand and easy to follow. Today if particular banks formalities are long and the procedure very complicated the overall process fails and the customer may not inclined towards using that banks services. For e.g. PROCESS OF OBTAINING PERSONAL LOAN 1. Filling up the application form 2. Producing proper documents 3. Providing guarantor in case of fault 4. Proper identity proof and other legal documents PROS AND CONS
  • 76. 1. CBI is the oldest bank and most reputed bank in India also have created its 95 years of Goodwill. 1. CBI was the 1st to introduce ATM cards but today it hardly has any ATM centres in India 2 .CBI is India's 12th largest service provider to customers after SBI which is 2nd service provider. 2. CBI is now in process of Tele-Banking, Internet Banking and Phone Banking which ICICI implemented 10 years back 1.ICICI is one of banks which has 12 hours banking, 24 hours ATM services, 24 hours Internet Banking 1.ICICI is a private bank so a large population of India cannot rely on it and minimum balance for account holders is higher than others. 2. ICICI has a separate Customer Relation Manager who attends the customer problems Personally 2. Interest rates on loans are comparitively higher than other banks so common people cannot easily afford it. 1. HSBC bank is one of the banks which has largest distributed channels all over the world 1. The minimum balance to open an savings account is Rs.5000 which is retavely hjgher then other banks. 2. HSBC is a foreign bank but it gives a tough competition to Indian originated banks in India 2.The security deposit for opening A DEMAT Account is comparitively higher than other banks. 1.Minimum deposite scheme compared to ICICI, HSBC 1. It has very few branches in India thus there is lack of promotional activities .
  • 77. 2. since it is a co-operative bank the Co-operative Societies feel free to borrow money from them 2. There are very few ATM centres available which causes problem for the ATM card holders

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