INDUSTRY PROFILEBanking in India originated in the first decade of 18th century with The GeneralBank of India coming into ...
new policy shook the Banking sector in India completely. Bankers, till this time,were used to the 4-6-4 method (Borrow at ...
COMPANY PROFILESTRONG NATIONAL NETWORK                                   HDFC BANK             March 2006       March 2007...
Colour Coding of files in HDFC Bank:-                                       DEPARTMENT                      Welcome Desk  ...
Shareholder Pattern:-                        5
The Housing Development Finance Corporation Limited (HDFC) was amongst thefirst to receive an in principle approval from t...
BUSINESS FOCUSHDFC Banks mission is to be a World-Class Indian Bank. The objective is to buildsound customer franchises ac...
CBOP & TIMES BANK AMALGAMATION]=On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bankwas formally a...
DISTRIBUTION NETWORKHDFC Bank is headquartered in Mumbai. The Bank at present has an enviablenetwork of over 1229 branches...
finance for facilitating superior supply chain management for its corporatecustomers. Based on its superior product delive...
RATINGSCredit RatingThe Bank has its deposit programs rated by two rating agencies - Credit Analysis &Research Limited (CA...
2009Euro money Awards 2009Best Bank in IndiaEconomic Times Brand Equity & Nielsen Research annual survey 2009Most Trusted ...
Microsoft & Indian Express GroupSecurity Strategist Award 2008World Trade Center Award of honourFor outstanding contributi...
CAREERJoin the winning teamHDFC Bank is a young and dynamic bank, with a youthful and enthusiastic teamdetermined to accom...
SECURITY    Be aware of frauds    Security Tips    Security measuresBe aware of fraudsPhishingPhishing is an act undert...
Email SecurityEmail has been most cost effective and convenient way of communication across theglobe. Be aware of security...
Insta Alert:The Bank has InstaAlert service to send SMS/ Email alert to the customer uponregistration for defined transact...
Direct DebitSafe Deposit LockersRedressal of complaints & grievancesService ChargesExchange of Soiled/ Mutilated notesATM ...
value creation and corporate governance practices" in future. The bank has beenassigned a CRISIL GVC Level 1 rating for th...
Mr. Keki Mistry holds a Bachelor of Commerce degree in Advanced Accountancyand Auditing and is also a Chartered Accountant...
Mr. Arvind Pande holds a Bachelor of Science degree from Allahabad Universityand a B.A. (Hons.) and M.A. (Economics) degre...
He has also worked as Joint Secretary of Ministry of Commerce with responsibilityfor state trading, trade policy including...
Mr. Harish Engineer was appointed as additional Director on October 12, 2007pursuant to Section 260 of the Companies Act, ...
The Board has also adopted a charter for the audit committee in connection withcertain United States regulatory standards ...
Credit Approval CommitteeThe Credit Approval Committee approves credit exposures, which are beyond thepowers delegated to ...
Pursuant to the directions of the Reserve Bank of India, the Bank has constituted aFraud Monitoring Committee, exclusively...
 To vote at the general meeting on show of hands wherein every shareholder     has one vote. In case of vote on poll, the...
In the era of globalization each and every sector faced the stiff competitionfrom their rivals. And world also converted i...
Branches 43%                                 ATM 40%                                 Phone Banking                        ...
•  I did my summer internship project from HDFC BANK LTD. (Jammu).•  HDFC (Housing Development Finance Corporation) was th...
31
•   Accounts & Deposits    •       Savings Accounts                Regular Savings Account                SavingsMax Acc...
 Home Loans                Two Wheeler Loans                New Car Loans                Used Car Loans•       Cards  ...
 Net Banking                InstaAlerts                Mobile Banking                ATM                Phone Banking...
A Brief Intro 2 Product                          35
We mainly have two categories of products in the bank, these are:    Asset products.    Liability products. And third ca...
Access Your Bank      Net Banking      InstaAlerts      Mobile Banking      ATM      Phone Banking      Email Statem...
•     Estimation cost, map passed in case of construction, Improvement and            Extension purposes.      •     Allot...
Salaried Class.  Business surrogate.     a. Salaried Class:     1) Salary slip original (latest).Gross salary should be 10...
1. Salaried Class:        1. Salary slip original (latest).Gross salary should be 10,000 or above.        2. Salary credit...
2. Business Surrogate:     •   ITR of the firm     •   Rest is same as salaried class.     •   Loan is provided after appr...
Comparison of various accounts offered by               HDFC Bank and J&K BankAccounts                HDFC BANK           ...
Regular Saving   10,000          General Saving     1,000A/C                              A/CSaving Max A/C   25,000      ...
Saving A/C    ID Proof           Saving A/C    ID Proof              Address Proof                    Address Proof       ...
Jammu                     8         Jammu                     243Kashmir                   3         Kashmir              ...
46
Research MethodologyResearch Methodology is a science of studying how research is donescientifically. It is way to systema...
Primary data:Pry. Data is collected through personal interviews, questionnaires,telephonic conversations, by doing swot an...
 Lack of availability of different credit products like CC Limit, Bill         discounting facilities.OPPORTUNITY :      ...
21%        37%                                                         business class                                     ...
10%     10%                                        lack of proper                                                advertise...
b) No               no              32%                                             yes                                   ...
HDFC                                            Bank          Others                             17%           29%        ...
HDFC                                                      Bank                                                       41% J...
b) J&K bank   c) Others      Other        s                                 HDFC      26%                                 ...
HDFCJ&K                                          BankBank                                          47%53%                 ...
J&KBANK                                                          HDFC Bank 38%                                            ...
HDFC                                                   BANK                                                    36%        ...
yes                                                23%               no                                                  y...
29%                                                         HDFC BANK                                                     ...
5%                             saving a/c                                      15%          15%                           ...
2%        15%      20%                                                       saving a/c                                   ...
HDFC                                                   Bank                                                    38%        ...
a) Private sector banks           b) Public sector banks                                                          private ...
a) HDFC Bank           b) J&K Bank                                               HDFC                                     ...
b)J&K Bank                                                               HDFC Bank   J&K                                  ...
b) NO                                                  yes                                                  40%           ...
a) HDFC Bank           b) J&K Bank    J&K    Bank    41%                                              HDFC                ...
•   Businessman rarely invests in the deposit schemes b’coz he would like to    invest in his business to purchase more st...
Selling a product is not that much easy as we think. There are certain hurdles thatcome in our way while selling a product...
•   Provided more interest rate on saving, fixed deposit, recurring deposit    accounts as compare to others banks•   Acco...
LearningIn training period of two months in HDFC Bank various tasks were assigned to meby the organization, which are part...
BIBLIOGRAPHYwww.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanywww.hdfcbank.comwww.hdf...
QUESTIONNAIRES      74
Hdfc bank (2)
Hdfc bank (2)
Hdfc bank (2)
Hdfc bank (2)
Hdfc bank (2)
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Hdfc bank (2)

  1. 1. INDUSTRY PROFILEBanking in India originated in the first decade of 18th century with The GeneralBank of India coming into existence in 1786. This was followed by Bank ofHindustan. Both these banks are now defunct. The oldest bank in existence in Indiais the State Bank of India being established as "The Bank of Bengal" in Calcutta inJune 1806. A couple of decades later, foreign banks like Credit Lyonnais startedtheir Calcutta operations in the 1850s. At that point of time, Calcutta was the mostactive trading port, mainly due to the trade of the British Empire, and due to whichbanking activity took roots there and prospered. The first fully Indian owned bankwas the Allahabad Bank, which was established in 1865. By the 1900s, the marketexpanded with the establishment of banks such as Punjab National Bank, in 1895 inLahore and Bank of India, in 1906, in Mumbai - both of which were founded underprivate ownership. The Reserve Bank of India formally took on the responsibility ofregulating the Indian banking sector from 1935. After Indias independence in 1947,the Reserve Bank was nationalized and given broader powers.Nationalisation:-By the 1960s, the Indian banking industry has become an important tool to facilitatethe development of the Indian economy. At the same time, it has emerged as a largeemployer, and a debate has ensued about the possibility to nationalize the bankingindustry. Indira Gandhi, the-then Prime Minister of India expressed the intention ofthe GOI in the annual conference of the All India Congress Meeting in a paperentitled "Stray thoughts on Bank Nationalisation." The paper was received withpositive enthusiasm. Thereafter, her move was swift and sudden, and the GOI issuedan ordinance and nationalised the 14 largest commercial banks with effect from themidnight of July 19, 1969. A second dose of nationalisation of 6 more commercialbanks followed in 1980. The stated reason for the nationalisation was to give thegovernment more control of credit delivery. With the second dose of nationalisation,the GOI controlled around 91% of the banking business of India. After this, until the1990s, the nationalised banks grew at a pace of around 4%, closer to the averagegrowth rate of the Indian economy.Liberalisation:-In the early 1990s the then Narsimha Rao government embarked on a policy ofliberalisation and gave licenses to a small number of private banks, which came tobe known as New Generation tech-savvy banks, which included banks such asGlobal Trust Bank (the first of such new generation banks to be set up)which lateramalgamated with Oriental Bank of Commerce, UTI Bank(now re-named as AxisBank), ICICI Bank. This move, along with the rapid growth in the economy ofIndia, kick-started the banking sector in India, which has seen rapid growth withstrong contribution from all the three sectors of banks, namely, government banks,private banks and foreign banks.The next stage for the Indian banking has beensetup with the proposed relaxation in the norms for Foreign Direct Investment,where all Foreign Investors in banks may be given voting rights which could exceedthe present cap of 10%, at present it has gone up to 49% with some restrictions. The 1
  2. 2. new policy shook the Banking sector in India completely. Bankers, till this time,were used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4) offunctioning. The new wave ushered in a modern outlook and tech-savvy methods ofworking for traditional banks. All this led to the retail boom in India. People not justdemanded more from their banks but also received more.Current Situation:-Currently (2007), banking in India is generally fairly mature in terms of supply,product range and reach-even though reach in rural India still remains a challengefor the private sector and foreign banks. In terms of quality of assets and capitaladequacy, Indian banks are considered to have clean, strong and transparent balancesheets relative to other banks in comparable economies in its region. The ReserveBank of India is an autonomous body, with minimal pressure from the government.The stated policy of the Bank on the Indian Rupee is to manage volatility butwithout any fixed exchange rate-and this has mostly been true.With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services, especially retailbanking, mortgages and investment services are expected to be strong. One may alsoexpect M&As, takeovers, and asset sales. Currently, India has 88 scheduledcommercial banks (SCBs) - 28 public sector banks (that is with the Government ofIndia holding a stake), 29 private banks (these do not have government stake; theymay be publicly listed and traded on stock exchanges) and 31 foreign banks. Theyhave a combined network of over 53,000 branches and 17,000 ATMs. According toa report by ICRA Limited, a rating agency, the public sector banks hold over 75percent of total assets of the banking industry, with the private and foreign banksholding 18.2% and 6.5% respectively. 2
  3. 3. COMPANY PROFILESTRONG NATIONAL NETWORK HDFC BANK March 2006 March 2007 March 2008 Cities 228 316 327 Branches 535 684 761 ATMs 1323 1605 1977 3
  4. 4. Colour Coding of files in HDFC Bank:- DEPARTMENT Welcome Desk Personal Banker Teller Relationship Manager Branch Manager Demat OthersIn the HDFC BANK each department has their different color codingApply on the different file. Due to this everyone aware about theirParticular color file which is coding on it and they save their valuableTime. It is a part of Kaizen and also included in the system of the Five‘S’. Logic behind it that, the color coding are always differentiate theThings from the similar one. 4
  5. 5. Shareholder Pattern:- 5
  6. 6. The Housing Development Finance Corporation Limited (HDFC) was amongst thefirst to receive an in principle approval from the Reserve Bank of India (RBI) to setup a bank in the private sector, as part of the RBIs liberalisation of the IndianBanking Industry in 1994. The bank was incorporated in August 1994 in the nameof HDFC Bank Limited, with its registered office in Mumbai, India. HDFC Bankcommenced operations as a Scheduled Commercial Bank in January 1995.  PROMOTORS  BUSINESS FOCUS  CAPITAL STRUCTURE  CBOP & TIMES BANK AMALGAMATION  DISTRIBUTION NETWORK  MANAGEMENT  TECHNOLOGY  BUSINESSES  RATINGSPROMOTORSHDFC is Indias premier housing finance company and enjoys an impeccable trackrecord in India as well as in international markets. Since its inception in 1977, theCorporation has maintained a consistent and healthy growth in its operations toremain the market leader in mortgages. Its outstanding loan portfolio covers wellover a million dwelling units. HDFC has developed significant expertise in retailmortgage loans to different market segments and also has a large corporate clientbase for its housing related credit facilities. With its experience in the financialmarkets, a strong market reputation, large shareholder base and unique consumerfranchise, HDFC was ideally positioned to promote a bank in the Indianenvironment. 6
  7. 7. BUSINESS FOCUSHDFC Banks mission is to be a World-Class Indian Bank. The objective is to buildsound customer franchises across distinct businesses so as to be the preferredprovider of banking services for target retail and wholesale customer segments, andto achieve healthy growth in profitability, consistent with the banks risk appetite.The bank is committed to maintain the highest level of ethical standards,professional integrity, corporate governance and regulatory compliance. HDFCBanks business philosophy is based on four core values - Operational Excellence,Customer Focus, Product Leadership and People.CAPITAL STRUCTUREThe authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-upcapital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of thebanks equity and about 17.6% of the equity is held by the ADS Depository (inrespect of the banks American.Depository Shares (ADS) Issue. Roughly 28% of the equity is held by ForeignInstitutional Investors (FIIs) and the bank has about 570,000 shareholders. Theshares are listed on the Stock Exchange, Mumbai and the National Stock Exchange.The banks American Depository Shares are listed on the New York Stock Exchange(NYSE) under the symbol HDB. 7
  8. 8. CBOP & TIMES BANK AMALGAMATION]=On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bankwas formally approved by Reserve Bank of India to complete the statutory andregulatory approval process. As per the scheme of amalgamation, shareholders ofCBoP received 1 share of HDFC Bank for every 29 shares of CBoP.The merged entity will have a strong deposit base of around Rs. 1,22,000 crore andnet advances of around Rs. 89,000 crore. The balance sheet size of the combinedentity would be over Rs. 1,63,000 crore. The amalgamation added significant valueto HDFC Bank in terms of increased branch network, geographic reach, andcustomer base, and a bigger pool of skilled manpower.In a milestone transaction in the Indian banking industry, Times Bank Limited(another new private sector bank promoted by Bennett, Coleman & Co. / TimesGroup) was merged with HDFC Bank Ltd., effective February 26, 2000. This wasthe first merger of two private banks in the New Generation Private Sector Banks.As per the scheme of amalgamation approved by the shareholders of both banks andthe Reserve Bank of India, shareholders of Times Bank received 1 share of HDFCBank for every 5.75 shares of Times Bank. 8
  9. 9. DISTRIBUTION NETWORKHDFC Bank is headquartered in Mumbai. The Bank at present has an enviablenetwork of over 1229 branches spread over 444 cities across India. All branches arelinked on an online real-time basis. Customers in over 120 locations are alsoserviced through Telephone Banking. The Banks expansion plans take into accountthe need to have a presence in all major industrial and commercial centres where itscorporate customers are located as well as the need to build a strong retail customerbase for both deposits and loan products. Being a clearing/settlement bank to variousleading stock exchanges, the Bank has branches in the centres where the NSE/BSEhave a strong and active member base.The Bank also has a network of about over 2526 networked ATMs across thesecities. Moreover, HDFC Banks ATM network can be accessed by all domestic andinternational Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and AmericanExpress Credit/Charge cardholders.MANAGEMENTMr. Jagdish Capoor took over as the banks Chairman in July 2001. Prior to this, Mr.Capoor was a Deputy Governor of the Reserve Bank of India.The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25years, and before joining HDFC Bank in 1994 was heading Citibanks operations inMalaysia.The Banks Board of Directors is composed of eminent individuals with a wealth ofexperience in public policy, administration, industry and commercial banking.Senior executives representing HDFC are also on the Board.Senior banking professionals with substantial experience in India and abroad headvarious businesses and functions and report to the Managing Director. Given theprofessional expertise of the management team and the overall focus on recruitingand retaining the best talent in the industry, the bank believes that its people are asignificant competitive strength.BUSINESSESHDFC Bank offers a wide range of commercial and transactional banking servicesand treasury products to wholesale and retail customers. The bank has three keybusiness segments:Wholesale Banking ServicesThe Banks target market ranges from large, blue-chip manufacturing companies inthe Indian corporate to small & mid-sized corporates and agri-based businesses. Forthese customers, the Bank provides a wide range of commercial and transactionalbanking services, including working capital finance, trade services, transactionalservices, cash management, etc. The bank is also a leading provider of structuredsolutions, which combine cash management services with vendor and distributor 9
  10. 10. finance for facilitating superior supply chain management for its corporatecustomers. Based on its superior product delivery / service levels and strongcustomer orientation, the Bank has made significant inroads into the bankingconsortia of a number of leading Indian corporates including multinationals,companies from the domestic business houses and prime public sector companies. Itis recognised as a leading provider of cash management and transactional bankingsolutions to corporate customers, mutual funds, stock exchange members and banks.Retail Banking ServicesThe objective of the Retail Bank is to provide its target market customers a fullrange of financial products and banking services, giving the customer a one-stopwindow for all his/her banking requirements. The products are backed by world-class service and delivered to customers through the growing branch network, aswell as through alternative delivery channels like ATMs, Phone Banking,NetBanking and Mobile Banking.The HDFC Bank Preferred program for high net worth individuals, the HDFC BankPlus and the Investment Advisory Services programs have been designed keeping inmind needs of customers who seek distinct financial solutions, information andadvice on various investment avenues. The Bank also has a wide array of retail loanproducts including Auto Loans, Loans against marketable securities, Personal Loansand Loans for Two-wheelers. It is also a leading provider of Depository Participant(DP) services for retail customers, providing customers the facility to hold theirinvestments in electronic form.HDFC Bank was the first bank in India to launch an International Debit Card inassociation with VISA (VISA Electron) and issues the Mastercard Maestro debitcard as well. The Bank launched its credit card business in late 2001. By March2008, the bank had a total card base (debit and credit cards) of 9.1 million. The Bankis also one of the leading players in the “merchant acquiring” business with over61,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchantestablishments. The Bank is well positioned as a leader in various net based B2Copportunities including a wide range of internet banking services for Fixed Deposits,Loans, Bill Payments, etc.TreasuryWithin this business, the bank has three main product areas - Foreign Exchange andDerivatives, Local Currency Money Market & Debt Securities, and Equities. Withthe liberalisation of the financial markets in India, corporates need moresophisticated risk management information, advice and product structures. Theseand fine pricing on various treasury products are provided through the banksTreasury team.To comply with statutory reserve requirements, the bank is requiredto hold 25% of its deposits in government securities. The Treasury business isresponsible for managing the returns and market risk on this investment portfolio. 10
  11. 11. RATINGSCredit RatingThe Bank has its deposit programs rated by two rating agencies - Credit Analysis &Research Limited (CARE) and Fitch Ratings India Private Limited. The BanksFixed Deposit programme has been rated CARE AAA (FD) [Triple A] by CARE,which represents instruments considered to be "of the best quality, carryingnegligible investment risk". CARE has also rated the banks Certificate of Deposit(CD) programme "PR 1+" which represents "superior capacity for repayment ofshort term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiaryof Fitch Inc.) has assigned the "AAA (ind)" rating to the Banks deposit programme,with the outlook on the rating as "stable". This rating indicates "highest creditquality" where "protection factors are very high".The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated byCARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds andUpper Tier II Bonds rated by CARE and CRISIL Ltd. CARE has assigned the ratingof "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt.Ltd. has assigned the rating "AAA (ind)" with the outlook on the rating as "stable".CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond andUpper Tier II bond issues. CRISIL has assigned the rating "AAA / Stable" for theBanks Perpetual Debt programme and Upper Tier II Bond issue. In each of thecases referred to above, the ratings awarded were the highest assigned by the ratingagency for those instruments.Corporate Governance RatingThe bank was one of the first four companies, which subjected itself to a CorporateGovernance and Value Creation (GVC) rating by the rating agency, The CreditRating Information Services of India Limited (CRISIL). The rating provides anindependent assessment of an entitys current performance and an expectation on its"balanced value creation and corporate governance practices" in future. The bankhas been assigned a CRISIL GVC Level 1 rating which indicates that the bankscapability with respect to wealth creation for all its stakeholders while adoptingsound corporate governance practices is the highest.Awards and Achievements - Banking Services HDFC Bank began operations in 1995 with a simple mission: to be a "World-classIndian Bank". We realised that only a single-minded focus on product quality andservice excellence would help us get there. Today, we are proud to say that we arewell on our way towards that goal.It is extremely gratifying that our efforts towards providing customer conveniencehave been appreciated both nationally and internationally. 11
  12. 12. 2009Euro money Awards 2009Best Bank in IndiaEconomic Times Brand Equity & Nielsen Research annual survey 2009Most Trusted Brand - Runner UpAsia Money 2009 AwardsBest Domestic Bank in IndiaIBA Banking Technology Awards 2009Best IT Governance Award - Runner upGlobal Finance AwardBest Trade Finance Bank in India for 2009IDRBT Banking Technology Excellence Award 2008Best IT Governance and Value DeliveryAsian Banker Excellence in Retail Financial ServicesAsian Banker Best Retail Bank in India Award 2009 2008Finance Asia Country Awards for Achievement 2008Best Bank and Best Cash Management BankCNN-IBNIndian of the Year (Business)Nasscom IT User Award 2008Best IT Adoption in the Banking SectorBusiness IndiaBest Bank 2008Forbes AsiaFab 50 companies in Asia PacificAsian Banker Excellence in Retail Financial ServicesBest Retail Bank 2008Asia moneyBest local Cash Management Bank Award voted by Corporate 12
  13. 13. Microsoft & Indian Express GroupSecurity Strategist Award 2008World Trade Center Award of honourFor outstanding contribution to international trade services.Business Today-Monitor Group surveyOne of Indias "Most Innovative Companies"Financial Express-Ernst & Young AwardBest Bank Award in the Private Sector categoryGlobal HR Excellence Awards - Asia Pacific HRM Congress:Employer Brand of the Year 2007 -2008 Award - First Runner up, & manymoreBusiness TodayBest Bank Award2007Dun & Bradstreet – American Express Corporate Best Bank Award 2007Corporate Best Bank AwardThe Bombay Stock Exchange and Nasscom Foundations Business for SocialResponsibility Awards 2007Best Corporate Social Responsibility Practice AwardOutlook Money & NDTV ProfitBest Bank Award in the Private sector category.The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in IndiaAsian BankerOur Managing Director Aditya Puri wins the Leadership AchievementAward for India 13
  14. 14. CAREERJoin the winning teamHDFC Bank is a young and dynamic bank, with a youthful and enthusiastic teamdetermined to accomplish the vision of becoming a world-class Indian bank. Ourbusiness philosophy is based on four core values - Customer Focus, OperationalExcellence, Product Leadership and People. We believe that the ultimate identityand success of our bank will reside in the exceptional quality of our people and theirextraordinary efforts. For this reason, we are committed to hiring, developing,motivating and retaining the best people in the industry.Mission and Business StrategyOur mission is to be "a World Class Indian Bank", benchmarking ourselves againstinternational standards and best practices in terms of product offerings, technology,service levels, risk management and audit & compliance. The objective is to buildsound customer franchises across distinct businesses so as to be a preferred providerof banking services for target retail and wholesale customer segments, and toachieve a healthy growth in profitability, consistent with the Banks risk appetite.We are committed to do this while ensuring the highest levels of ethical standards,professional integrity, corporate governance and regulatory compliance.Our business strategy emphasizes the following:Increase our market share in India’s expanding banking and financial servicesindustry by following a disciplined growth strategy focusing on quality and not onquantity and delivering high quality customer service. Leverage our technology platform and open scaleable systems to deliver moreproducts to more customers and to control operating costs. Maintain our current highstandards for asset quality through disciplined credit risk management. Developinnovative products and services that attract our targeted customers and addressinefficiencies in the Indian financial sector. Continue to develop products andservices that reduce our cost of funds. Focus on high earnings growth with lowvolatility. 14
  15. 15. SECURITY  Be aware of frauds  Security Tips  Security measuresBe aware of fraudsPhishingPhishing is an act undertaken by fraudsters to gain your private and sensitiveinformation whereby emails sent out appear to be sent by your bank.Money MulesBy phishing or other means of customer identity theft, the fraudster harvestscustomer Net Banking credentials i.e. customer ID and IPIN with a motive totransfer money from customer account to another account holder.Security TipsInternet BankingInternet Banking service allows convenience of anytime anywhere banking. Observesecurity while online banking to protect yourselves from being de-frauded. Online Shopping / PaymentsOnline shopping has changed the way you shop without having to visit the store ormake payments without carrying cash. Follow simple security tips to protect yourmoney while online shopping or making online payments.Computer security Computers are the primary means for storing, processing and transmittinginformation that could be sensitive to you or may have financial bearing e.g. yourinternet banking Customer IDs, IPINs, Debit/Credit Cards numbers etc. Secure yoursensitive information by securing your computer.Internet BrowsingInformation stored in the computers is available and accessible across the worldthrough Internet. Be aware of security while browsing the Internet. 15
  16. 16. Email SecurityEmail has been most cost effective and convenient way of communication across theglobe. Be aware of security while using Email.Security measuresInternet Banking System Security: Login Security:Access to customers NetBanking account is granted using a Customer ID and IPIN(internet banking password) that is privy to the customer. Without a valid IPINcorresponding to the customer ID, access to customer account cannot be gained byanyone.The customers NetBanking service is revoked if not in use by customer for morethan 180 days for security.IPIN Security:IPIN is randomly generated by the system and directly printed on tamper proofmedia such that it is not accessible by anyone other than the customer.Customer is forced to change his IPIN such upon first login such that customer isassured that IPIN is not compromised before delivery.IPIN is stored by the Bank by use of encryption technology such that it is notaccessible to anyone including the system administrator.Session Security:Access to the customers are provided through a secure webpage that encrypts thesession between the customers computer and the webpage using 128-bit encryptionso that the communication between the customers computers and the webpagecannot be intercepted by anyone over the internet.HDFC Bank systems time out the customers login sessions to his Net Bankingaccount upon prolonged inactivity for protection against misuse.Digital Certificate:The webpage of the HDFC Banks internet banking server is identified by means ofa digital certificate provided by Verisign to ensure its customer that they are on thecorrect site and protect themselves from revealing their confidential accountinformation on some fake website.Virtual keyboard:Customer can use the feature of Virtual Keyboard while logging into hisNetBanking account. This protects the users IPIN from being compromised bykeylogger software installed on untrusted/shared computers e.g cyber cafes. 16
  17. 17. Insta Alert:The Bank has InstaAlert service to send SMS/ Email alert to the customer uponregistration for defined transaction denominations and while adding beneficiary/iesfor carrying out Third Party Transfer transactions.Security Solutions:All banking systems are secured using state-of-the-art security solutionsacknowledged world wide viz, firewalls, intrusion detection systems, intrusionprevention systems, anti-malware systems to extend secure banking services to ourcustomers.Security Teams:The Bank has robust processes, skilled people and competent service providers whomonitor the security of our systems round the clock.CITIZENS CHARTEROur Citizens Charter offers relevant information about the products, facilities andservices we provide. Customers can also find out about the time norms for variousbanking transactions, our policy on customer information, and the process followedfor redressal of grievances.Types of Deposit AccountsAccount Opening & Operation of Deposit Account Nomination Facility Interest Payments Minors Accounts Account of Illiterate / Blind Person Addition or Deletion of the name/s of Joint A/c holders Customer Information Secrecy of Customers Premature Withdrawal of Term Deposit Renewal of Term Deposit Advance against Deposits Deceased Deposit Accounts Insurance Cover for DepositsStop Payment Facility Dormant AccountsStanding Instructions 17
  18. 18. Direct DebitSafe Deposit LockersRedressal of complaints & grievancesService ChargesExchange of Soiled/ Mutilated notesATM Card / Debit Card Hot listingPension AccountsNo Frills AccountForeign Exchange ServicesTime Norms for Various Banking TransactionsCheque Collection PolicyHDFC Bank recognizes the importance of good corporate governance, which isgenerally accepted as a key factor in attaining fairness for all stakeholders andachieving organizational efficiency. This Corporate Governance Policy, therefore, isestablished to provide a direction andframework for managing and monitoring the bank in accordance with the principlesof good corporate governance.Code of Corporate GovernanceThe Bank believes in adopting and adhering to best recognized corporategovernance practices and continuously benchmarking itself against each suchpractice. The Bank understands and respects its fiduciary role and responsibility toshareholders and strives hard to meet their expectations. The Bank believes that bestboard practices, transparent disclosures and shareholder empowerment are necessaryfor creating shareholder value.The Bank has infused the philosophy of corporate governance into all its activities.The philosophy on corporate governance is an important tool for shareholderprotection and maximisation of their long term values. The cardinal principles suchas independence, accountability, responsibility, transparency, fair and timelydisclosures, credibility etc. serve as the means for implementing the philosophy ofcorporate governance in letter and spirit.Corporate Governance RatingThe bank was amongst the first four companies, which subjected itself to aCorporate Governance and Value Creation (GVC) rating by the rating agency, TheCredit Rating Information Services of India Limited (CRISIL). The rating providesan independent assessment of an entitys current performance and an expectation onits "balanced 18
  19. 19. value creation and corporate governance practices" in future. The bank has beenassigned a CRISIL GVC Level 1 rating for the second consecutive year, whichindicates that the banks capability with respect to wealth creation for all itsstakeholders while adopting sound corporate governance practices is the highest.Composition of the BoardThe Composition of the Board of Directors of the Bank is governed by theCompanies Act, 1956, the Banking RegulationAct, 1949 and the listing requirements of the Indian Stock Exchanges wheresecurities issued by the Bank are listed. The Board has strength of 12 Directors as onMarch 31, 2008. All Directors other than Mr. Aditya Puri, Mr. Harish Engineer andMr. Paresh Sukthankar are non-executive directors. The Bank has five independentdirectors and seven non-independent directors. The Board consists of eminentpersons with considerable professional expertise and experience in banking, finance,agriculture, small scale industries and other related fields.Profiles of DirectorsMr. Jagdish KapoorMr. Jagdish Capoor holds a Masters degree in Commerce and is a Fellow member ofIndian Institute of Banking and Finance. Prior to joining the Bank, Mr. Capoor wasthe Deputy Governor of the Reserve Bank of India. He retired as Deputy Governorof Reserve Bank of India after serving for 39 years. While with Reserve Bank ofIndia, Mr. Capoor was the Chairman of the Deposit Insurance and Credit GuaranteeCorporation of India and Bharatiya Reserve Bank Note Mudran Limited. He alsoserved on the boards of Export Import Bank of India, National Housing Bank,National Bank for Agriculture and Rural Development (NABARD) and State Bankof India.Mr. Aditya PuriMr. Aditya Puri holds a Bachelors degree in Commerce from Punjab University andis an associate member of the Institute of Chartered Accountants of India. Mr.Aditya Puri has been the Managing Director of the Bank since September 1994. Hehas about 35 years of banking experience in India and abroad.Prior to joining the Bank, Mr. Puri was the Chief Executive Officer of Citibank,Malaysia from 1992 to 1994.Mr. Puri holds 3, 37,953 equity shares in the Bank as on March 31, 2008.Mr. Keki M. Mistry 19
  20. 20. Mr. Keki Mistry holds a Bachelor of Commerce degree in Advanced Accountancyand Auditing and is also a Chartered Accountant. He was actively involved in thesetting up of several HDFC group companies including HDFC Bank. Mr. Mistry hasbeen deputed on consultancy assignments for the Commonwealth DevelopmentCorporation (CDC) in Thailand, Mauritius, Caribbean Islands and Jamaica. He hasalso worked as a consultant for the Mauritius Housing Company and AsianDevelopment Bank.Mr. Vineet JainMr. Vineet Jain holds a Bachelor of Science degree and a degree in InternationalBusiness Administration - Marketing.Mr. Jain is Managing Director of Bennett, Coleman & Co. Limited and Director inTimes Infotainment Media Limited, Entertainment Network (India) Limited,Optimal Media Solutions Limited, The Press Trust of India Limited, Times InternetLimited, Times Global Broadcasting Company Limited, Bharat Nidhi Limited,Times Journal India Private Limited, Worldwide Media Private Limited, ZoomEntertainment Network Private Limited (formerly, Bhavani Shares & Stock PrivateLimited), Times Centre for Media Studies and S P Jain Foundation. He is a Trusteeof Shahu Jain Charitable Society, The Shahu Jain Trust and The Times ResearchFoundation. He is a member of the Managing Committee of Times Foundation andChairman of the Managing Committee of TheMrs. Renu KarnadMrs. Renu Karnad is a Law graduate and also holds a Masters Degree in Economicsfrom Delhi University.Mrs. Karnad is a Joint Managing Director of Housing Development FinanceCorporation Limited and Chairperson of HDFC Venture Capital Limited, HDFCProperty Ventures Limited and Home Loan Services India Private Limited. She is aDirector of HDFC Asset Management Company Limited, GRUH Finance Limited,HDFC Realty Limited, Credit Information Bureau (India) Limited, HDFC GeneralInsurance Company Limited, ICI India Mrs. Karnad is liable to retire by rotation andbeing eligible, offers herself for re-appointment at the ensuing Annual GeneralMeeting.Mrs. Karnad holds 58,924 equity shares in the Bank as on March 31, 2008.Mr. Arvind Pande 20
  21. 21. Mr. Arvind Pande holds a Bachelor of Science degree from Allahabad Universityand a B.A. (Hons.) and M.A. (Economics) degree from Cambridge University, U.K.He started his career in Indian Administrative Services and has held variousresponsible positions in the Government of India. He was a Joint Secretary to thePrime Minister of India for Economics, Science and Technology issues. Mr. Pandehas served as a Director, Department of Economic Affairs, Ministry of Finance, andGovernment of India and has dealt with World Bank aided projects. Mr. Pande hasalso served on the Board of Steel Authority of India Limited as its Chairman andChief Executive Officer (CEO).Mr. Ashim SamantaMr. Ashim Samanta holds a Bachelor of Commerce degree from University ofBombay and has wide and extensive experience in business for nearly 29 years. Hehas vast experience in the field of bulk drugs and pharmaceutical formulations. He isa Director of Samanta Organics Private Limited, Nautilus Trading & Leasing PrivateLimited, Ashish Rang Udyog Private Limited, Samanta Movies Private Limited andShakti Cine Studios Private Limited. Mr. Samanta has also been engaged in settingup and running of film editing and dubbing studio.Mr. Samanta holds 600 equity shares in the Bank as on March 31, 2008.Mr.C M VasudevMr. C. M. Vasudev holds a Masters Degree in Economics and Physics. He joinedthe Indian Administrative Services in 1966. Mr. Vasudev has worked as ExecutiveDirector of World Bank representing India, Bangladesh, Sri Lanka and Bhutan. Mr.Vasudev has extensive experience of working at policy making levels in thefinancial sector and was responsible for laying down policies and oversight ofmanagement. He chaired World Bank’s committee on development effectivenesswith responsibility of ensuring effectiveness of World Bank’s operations. Mr.Vasudev has also worked as Secretary, Ministry of Finance and has undertakenvarious assignments viz. Secretary, Department of Economic Affairs, Department ofExpenditure, Department of Banking and was Additional Secretary Budget withresponsibility for framing budget of Government and monitoring its implementation. 21
  22. 22. He has also worked as Joint Secretary of Ministry of Commerce with responsibilityfor state trading, trade policy including interface with WTO.Mr. Vasudev does not hold any equity shares in the Bank as on March 31, 2008.Mr. Gautam DivanMr. Gautam Divan holds a Bachelors degree in Commerce and is a Fellow Memberof the Institute of Chartered Accountants of India.Mr. Divan is a partner in Rahul Gautam Divan & Associates, CharteredAccountants. Mr. Divan has wide experience in financial and taxation planning ofindividuals and limited companies and auditing accounts of large public limitedcompanies and nationalised Banks. Mr. Divan enjoys substantial experience instructuring overseas investments to and from India. Mr. Divan does not hold anyequity shares in the Bank as on March 31, 2008.Dr. Pandit PalandeDr. Pandit Palande has a Ph.D. degree in Business Administration and hascompleted an Advance Course in Management from Oxford University and theWarwick University in UK. Dr. Palande has worked as a Director of School ofCommerce and Management for 15 years in Yashwantrao Chavan MaharashtraOpen University (YCMOU). At present, Dr. Palande is Pro-Vice Chancellor ofYCMOU.Dr. Palande does not hold any equity shares in the Bank on March 31, 2008 as wellas on the date of his appointment.Mr. Paresh SukthankarMr. Paresh Sukthankar was appointed as additional Director on October 12, 2007pursuant to Section 260 of the Companies Act, 1956, subject to the approval of theReserve Bank of India (RBI). He was also appointed as Executive Director for aperiod of three years with effect from 12th October 2007 subject to approvals fromthe shareholders and RBI. Effective December 10, 2007, theMr. Sukthankar is neither a director on the Board of any other company nor amember and chairman of any committee of the Board of Directors.Mr. Sukthankar holds 1,59,656 equity shares in the Bank as on March 31, 2008.Mr. Harish Engineer 22
  23. 23. Mr. Harish Engineer was appointed as additional Director on October 12, 2007pursuant to Section 260 of the Companies Act, 1956, subject to the approval of theReserve Bank of India (RBI). He was also appointed as Executive Director for aperiod of three years with effect from 12th October 2007 subject to approvals fromthe shareholders and RBI. Effective December 10, 2007, the shareholders havegiven their consent in this regard by passing resolution through postal ballot whileapproval from RBI is awaited.Mr. Engineer is neither a director on the Board of any other company nor a memberand chairman of any committee of the Board of Directors. He is member of theBoard of Boston Analytics, Boston (USA).Mr. Engineer holds 64,000 equity shares in the Bank as on March 31, 2008.Board CommitteesThe Board has constituted committees of Directors to take informed decisions in thebest interest of the Bank. These committees monitor the activities falling within theirterms of reference. Various committees of the Board were reconstituted during theyear due to induction of additional Director namely; Mr. Pandit Palande. TheBoards Committees are as follows:The Boards Committees are as follows:Audit and Compliance CommitteeThe Audit and Compliance Committee of the Bank is chaired by Mr. Arvind Pande.The other members of the Committee are Mr. Ashim Samanta, Mr. C. M. Vasudev,Mr. Gautam Divan and Dr. Pandit Palande. Dr. Pandit Palande was inducted asmember of the Committee w.e.f. May 17, 2007. All the members of the Committeeare independent directors and Mr. Gautam Divan is a financial expert.The Committee met 7 (seven) times during the year.The terms of reference of the Audit Committee are in accordance with Clause 49 ofthe Listing Agreement entered into with the Stock Exchanges in India, and inter aliainclude the following: Overseeing the Banks financial reporting process and ensuring correct, adequateand credible disclosure of financial information. Recommending appointment and removal of external auditors and fixing of theirfees.Reviewing with management the annual financial statements before submission tothe Board with special emphasis on accounting policies and practices, compliancewith accounting standards and other legal requirements concerning financialstatements.Reviewing the adequacy of the Audit and Compliance functions, including theirpolicies, procedures, techniques and other regulatory requirements, andAny other terms of reference as may be included from time to time in clause 49 ofthe listing agreement. 23
  24. 24. The Board has also adopted a charter for the audit committee in connection withcertain United States regulatory standards as the Banks securities are also listed onNew York Stock Exchange.Compensation CommitteeThe Compensation Committee reviews the overall compensation structure andpolicies of the Bank with a view to attract, retain and motivate employees, considergrant of stock options to employees, reviewing compensation levels of the Banksemployees vis-à-vis other banks and industry in general.The Banks compensation policy is to provide a fair and consistent basis formotivating and rewarding employees appropriately according to their job / role size,performance, contribution, skill and competence.Mr. Jagdish Capoor, Mr. Ashim Samanta, Mr. Gautam Divan and Dr. PanditPalande are the members of the Committee.Dr. Pandit Palande was inducted as member of the Committee w.e.f. May 17, 2007.The Committee is chaired by Mr. Jagdish Capoor. All members of the Committeeother than Mr. Capoor are independent directors.The Committee met 3 (three) times during the year.Investors Grievance (SHARE) CommitteeThe Committee approves and monitors transfer, transmission, splitting andconsolidation of shares and bonds and allotment of shares to the employees pursuantto Employees Stock Option Scheme. The Committee also monitors redressal ofcomplaints from shareholders relating to transfer of shares, non-receipt of AnnualReport, dividends etc.The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri and Mr. GautamDivan. The Committee is chaired by Mr. Capoor. The Committee met 11 timesduring the year. The powers to approve share transfers and dematerialisationrequests have been delegated to executives of the Bank to avoid delays that mayarise due to non-availability of the members of the Committee. As on March 31, 2008, 43 instruments of transfer representing 3871 shares werepending and since then the same have been processed. The details of the transfersare reported to the Board of Directors from time to time. During the year, the Bankreceived 142 complaints from shareholders, which have been attended to.The Committee met 11 (eleven) times during the year.Risk Monitoring CommitteeThe committee has been formed as per the guidelines of Reserve Bank of India onthe Asset Liability Management / Risk Management Systems. The Committeedevelops Banks credit and market risk policies and procedures, verify adherence tovarious risk parameters and prudential limits for treasury operations and reviews itsrisk monitoring system. The committee also ensures that the Banks credit exposureto any one group or industry does not exceed the internally set limits and that therisk is prudentially diversified.The Committee consists of Mrs. Renu Karnad, Mr. Aditya Puri and Mr. C. M.Vasudev and is chaired by Mrs. Renu Karnad.The Committee met 5 (five) times during the year. 24
  25. 25. Credit Approval CommitteeThe Credit Approval Committee approves credit exposures, which are beyond thepowers delegated to executives of the Bank. This facilitates quick response to theneeds of the customers and speedy disbursement of loans.The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistryand Mr. Gautam Divan. The Committee is chaired by Mr. Capoor.The Committee met 2 (two) times during the year.The Premises CommitteeThe Premises Committee approves purchases and leasing of premises for the use ofBanks branches, back offices, ATMs and residence of executives in accordancewith the guidelines laid down by the Board. The committee consists of Mr. AdityaPuri, Mr. Ashim Samanta, Mrs. Renu Karnad and Dr. Pandit Palande. Dr. PanditPalande was inducted as member of the Committeew.e.f. May 17, 2007. The Committee is chaired by Mrs. Renu Karnad.The Committee met 4 (four) times during the year.Nomination CommitteeThe Bank has constituted a Nomination Committee for recommending theappointment of independent / non-executive directors on the Board of the Bank. TheNomination Committee scrutinises the nominations for independent / non-executivedirectors with reference to their qualifications and experience. For identifying ‘fitand proper persons, the Committee adopts the following criteria to assesscompetency of the persons nominated: Academic qualifications, previousexperience, track record, andIntegrity of the candidates.For assessing the integrity and suitability, features like criminal records, financialposition, civil actions undertaken to pursue personal debts, refusal of admission toand expulsion from professional bodies, sanctions applied by regulators or similarbodies and previous questionable business practice are considered.The members of the Committee are Mr. Arvind Pande, Mr. Ashim Samanta and Dr.Pandit Palande. Dr. Pandit Palande was inducted as member of the Committee w.e.f.May 17, 2007. The Committee is chaired by Mr. Arvind Pande. All the members ofthe Committee are independent directors.The Committee met 2 (two) times during the year.Fraud Monitoring Committee 25
  26. 26. Pursuant to the directions of the Reserve Bank of India, the Bank has constituted aFraud Monitoring Committee, exclusively dedicated to the monitoring and followingup of cases of fraud.Amounting to Rs.1 crore and above. The objective of this Committee is the effectivedetection of frauds and immediate reporting thereof to regulatory and enforcementagencies and actions taken against the perpetrators of frauds.The terms of reference of the Committee are as under:  Identify the systemic lacunae, if any that facilitated perpetration of the fraud and put in place measures to plug the same.  Identify the reasons for delay in detection, if any, reporting to top management of the Bank and RBI.  Monitor progress of CBI / police investigation and recovery position.  Ensure that staff accountability is examined at all levels in all the cases of frauds and staff side action, if required, is completed quickly without loss of time.  Review the efficacy of the remedial action taken to prevent recurrence of frauds, such as strengthening of internal controls.  Put in place other measures as may be considered relevant to strengthen preventive measures against frauds. The members of the Committee are Mr. Jagdish Capoor, Mr. Aditya Puri,Mr. Keki Mistry and Mr. Arvind Pande. The Committee is chaired by Mr. JagdishCapoor. The Committee met 4 (four) times during the year.Customer Service CommitteeThe Committee monitors the quality of services rendered to the customers and alsoensures implementation of directives received from RBI in this regard. The terms ofreference of the Committee are to formulate comprehensive deposit policyincorporating the issues arising out of death of a depositor for operations of hisaccount, the product approval process, the annual survey of depositor satisfactionand the triennial audit of such services.The members of the Committee are Mr. Keki Mistry, Mr. Arvind Pande and Dr.Pandit Palande. Dr. Pandit Palande was inducted as member of the Committee w.e.f.May 17, 2007.The Committee met 4 (four) times during the year.Ownership RightsCertain rights that a shareholder in a company enjoys:  To transfer the shares.  To receive the share certificates upon transfer within the stipulated period prescribed in the Listing Agreement.  To receive notice of general meetings, annual report, the balance sheet and profit and loss account and the auditors report.  To appoint proxy to attend and vote at the general meetings. In case the member is a body corporate, to appoint a representative to attend and vote at the general meetings of the company on its behalf.  To attend and speak in person, at general meetings. Proxy cannot vote on show of hands but can vote on a poll. 26
  27. 27.  To vote at the general meeting on show of hands wherein every shareholder has one vote. In case of vote on poll, the number of votes of a shareholder is proportionate to the number of equity shares held by him.  As per Banking Regulation Act, 1949, the voting rights on a poll of a shareholder of a banking company are capped at 10% of the total voting rights of all the shareholders of the banking company.  To demand poll along with other shareholder(s) who collectively hold 5,000 shares or are not less than 1/10th of the total voting power in respect of any resolution.  To requisition an extraordinary general meeting of any company by shareholders who collectively hold not less then 1/10th of the total paid-up capital of the company.  To move amendments to resolutions proposed at meetings.  To receive dividend and other corporate benefits like rights, bonus shares etc. as and when declared / announced.  To inspect various registers of the company.  To inspect the minute books of general meetings and to receive copies thereof after complying with the procedure prescribed in the Companies Act, 1956.  To appoint or remove director(s) and auditor(s) and thus participate in the management through them.  To proceed against the company by way of civil or criminal proceedings.  To apply for the winding-up of the company.  To receive the residual proceeds upon winding up of a company.  The rights mentioned above are prescribed in the Companies Act, 1956 and Banking Regulation Act, 1949, wherever applicable, and should be followed only after careful reading of the relevant sections. These rights are not necessarily absolute.Promoters Rights (HDFC LTD.)The Memorandum and Articles of Association of the Bank provides the followingrights to HDFC Limited, promoter of the Bank:The Board shall appoint non-retiring Directors from amongst the Directorsnominated by HDFC Limited with the approval of shareholders, so long as HDFCLimited and its subsidiaries, singly or jointly hold not less than 20% of the paid-upshare capital of the Bank.HDFC Limited shall nominate either a part-time Chairman and the ManagingDirector or a full time Chairman, with the approval of the Board and theshareholders so long as HDFC Limited and its subsidiaries, singly or jointly hold notless than 20% of the paid-up share capital of the Bank.Under the terms of Bank’s organizational documents, HDFC Limited has a right tonominate two directors who are not required to retire by rotation, so long as HDFCLimited, its subsidiaries or any other company promoted by HDFC Limited eithersingly or in the aggregate holds not less than 20% of paid up equity share capital ofthe Bank. At present, the two directors so nominated by HDFC Limited are theChairman and the Managing Director of the Bank.Technology:- 27
  28. 28. In the era of globalization each and every sector faced the stiff competitionfrom their rivals. And world also converted into the flat from the globe. After thepolicy of liberalization and RBI initiatives to take the step for the private sectorbanks, more and more changes are taking the part into it. And there are createcompetition between the private sector banks and public sector bank. Private sectorbanks are today used the latest technology for the different transaction of day today banking life. As we know that Information Technology plays the vital rolein the each and every industries and gives the optimum return from the limitedresources.Banks are service industries and today IT gives the innovativeTechnology application to Banking industries. HDFC BANK is the leader in theindustries and today IT and HDFC BANK together combined they reached thesky. New technology changed the mind of the customers and changed the queueconcept from the history banking transaction. Today there are different channelsare available for the banking transactions.We can see that the how technology givesthe best results in the below diagram. There are drastically changes seen in the useof Internet banking, in a year 2001 (2%) and in the year 2008 ( 25%). These type oftechnology gives the freedom to retail customers. Centralized Processing Units Derived Economies of Scale Electronic Straight Through Reduced Transaction Cost Processing Data Warehousing , CRM Improve cost efficiency, Cross sell Innovative Technology Application Provide new or superior products HDFC BANK is the very consistent player in the New private sector banks. New private sector banks to withstand the competition from public sector banks came up with innovative products and superior service. 2009 28
  29. 29. Branches 43% ATM 40% Phone Banking 14% Internet 2% Mobile 1% 2011 Branches 17% ATM 45% Phone Banking 12% Internet 25% Mobile 1%(customer initiated Transaction by Channel) INTRODUCTION 29
  30. 30. • I did my summer internship project from HDFC BANK LTD. (Jammu).• HDFC (Housing Development Finance Corporation) was the first to receive “in principal” approval from the RBI to set up a bank in the private sector, as part of the RBI liberalization of the Indian banking industry in 1994.• It was incorporated in august 1994 in the name of “HDFC bank ltd” with its registered office in Mumbai. It commenced its operations as a commercial bank in January 1995.• The bank is headquartered in Mumbai. It has an enviable network of over 746 branches, which are spread over 329 cities across India. All branches are linked on an online real time basis.• The bank has a network of over 1647-networked ATMs across these cities. Moreover, all domestic and international Visa/Mastercard, Visa electron/Maestro, Plus/Cirus and American express credit card holders can access HDFC Bank’s ATM network.• Mr. Jagdish Capoor took over as the bank’s chairman in July 2001. pror to this; Mr. Capoor was a Deputy governor of the RBI.• The MD (managing director) of HDFC Bank is Mr. Aditya Puri. Before joining HDFC Bank; he was heading Citibank’s operations in Malaysia.• The authorized capital of the bank is 450 crore. The paid up capital is 311.9 crore.• The bank has 1,90,000 shareholders. The shares are listed on the stock exchange, Mumbai and the National Stock Exchange. The Bank’s American Depository shares are listed in the New York Exchange (NYSE) under the symbol ”HDB”The bank offers a wide range of commercial and transactional banking servicesand treasury products to wholesale and retail customers. 30
  31. 31. 31
  32. 32. • Accounts & Deposits • Savings Accounts  Regular Savings Account  SavingsMax Account  Senior Citizens Account  No Frills Account  Institutional Savings Account  Salary Accounts • Kids Advantage Account  Pension Saving Bank Account  Family Savings Group • Current Accounts • Fixed Deposits  Regular Fixed Deposit  5 Year Tax Saving Fixed Deposit  Super Saver Facility  Sweep-in Facility  Demat Account  Safe Deposit Lockers  HDFC Recurring deposit account • Loans  Personal Loans 32
  33. 33.  Home Loans  Two Wheeler Loans  New Car Loans  Used Car Loans• Cards • Credit Cards:  Silver Credit Card  Gold Credit Card  Titanium Credit Card  Womans Gold Credit Card  Platinum Plus Credit Card • Debit Cards:  ATM Card  EasyShop International Debit Card  EasyShop Gold Debit Card  EasyShop Womans Advantage Debit Card • Prepaid Cards:  ForexPlus Card  GiftPlus Card  FoodPlus Card • Investments & Insurance  Mutual Funds  Insurance  General & Health Insurance  Mudra Gold Bar • Access Your Bank 33
  34. 34.  Net Banking  InstaAlerts  Mobile Banking  ATM  Phone Banking  Email Statements BUSINESS MIX Total Deposits Gross Advances NetRevenue Retail Wholesale • HDFC Bank is a consistent player in the private sector bank and have a well balanced product and business mix in the Indian as well as overseas markets. • Customer segments (retail & wholesale) account for 84% of Net revenues (FY 2008) • Higher retail revenues partly offset by higher operating And credit costs. • Equally well positioned to grow both segments. . 34
  35. 35. A Brief Intro 2 Product 35
  36. 36. We mainly have two categories of products in the bank, these are:  Asset products.  Liability products. And third category of products which comes under liability products is calledSecond Products.Asset Products:It includes LOANS:  Housing Loans  Two-Wheeler Loans  Personal Loans  Auto LoansLiability products:  Savings Accounts • Savings Regular Account • Savings Max Account • Kid’s Advantage Account • Institutional Savings Account  Current Accounts2nd Products: The following range of 2nd products is also included in liabilityproducts.  Fixed Deposits  HSL Account  DEMAT Account  Debit Cards/ATM Cards  Credit cards  Mutual Funds Investment 36
  37. 37. Access Your Bank  Net Banking  InstaAlerts  Mobile Banking  ATM  Phone Banking  Email StatementsAsset products of the Bank, Pricing, Documentation & Procedure: 1. Housing Loans: There are various forms come under housing loans: o Construction loan. o Extension loan. o Improvement or renovation loan. o Land loan. o Loan against property. o House purchase. o Documentation:Salary class: • Salary slip original (latest).Gross salary should be 10,000 or above. • form-16 • Bank statement for last 6 months. • photo id-proof (Pan card , DoB) • Resi Proof {phone bill, electricity bill). • State subject. • 1 Cheque of purchasing fee- 1%. • Property papers- .5% 37
  38. 38. • Estimation cost, map passed in case of construction, Improvement and Extension purposes. • Allotment of amount is 70% of total estimated cost. Business surrogate: 1. ITR (income tax return) for 3 years. 2. Balance sheet, profit and loss statement, audit report. 3. form-16 4. Bank statement for last 6 months. 5. photo id-proof (Pan card , DoB) 6. Resi Proof {phone bill, electricity bill). 7. State subject. 8. 1 Cheque of purchasing fee- 1%. 9. Property papers- .5% 10. Estimation cost, map passed in case of construction, Improvement and Extension purposes. 11. Allotment of amount is 70% of total estimated cost. Pricing or Rate of Interest: Loan Interest rate Tenure Construction loan. 9.75% 20yrs Extension loan 9.75% 20yrs Improvement or renovation loan. 9.75% 15yrs Land loan. 13.5% 10yrs Loan against property. 13% 10yrs House purchase. 9.25% 20yrs2. Personal Loans: It is given to: 38
  39. 39. Salaried Class. Business surrogate. a. Salaried Class: 1) Salary slip original (latest).Gross salary should be 10,000 or above. 2) form-16 3) Bank statement for last 6 months. 4) photo id-proof (Pan card , DoB) 5) Resi Proof {phone bill, electricity bill) 6) 1 Photograph. 7) Rate of interest is 12% flat and 21% reducing. 8) Rate of interest for doctors is 10%. 9) Processing fee for existing a/c holder is 1% and for non-a/c holders is 2%. b. Business Surrogate: 1. ITR (income tax return) for 3 years. 2. Balance sheet, profit and loss statement, audit report. 3. form-16 4. Bank statement for last 6 months. 5. photo id-proof (Pan card , DoB) 6. Resi Proof {phone bill, electricity bill). 7. 1 Photograph. 8. Rate of interest is 12% flat and 21% reducing. 9. If sale is more than 40 lakhs then rate of interest is 10% flat and 18% reducing. 10. Processing fee for existing a/c holder is 1% and for non-a/c holders is 2%.3. Auto Loans: It is given to: Salaried Class. Business surrogate. 39
  40. 40. 1. Salaried Class: 1. Salary slip original (latest).Gross salary should be 10,000 or above. 2. Salary credit certificate or form-16 3. Bank statement for last 6 months. 4. photo id-proof (Pan card , DoB) 5. Resi Proof {phone bill, electricity bill) 6. 1 Photograph. 7. Rate of interest is 12% Reducing.2. Business Surrogate: 1) Proprietorship Firm: We need a latest ITR (Income Tax Statement) of the individual or firm. All other documents are same. 2) Partnership Firm: a) ITR of the firm, Partnership Deed and six months latest statement of the firm. b) If a customer is maintaining is firm’s account and saving account with and above 1lakh to 15 lakhs, then, the customer can take 100% auto loans or car loans from the bank without any documentation & with in 24 hours. c) Rate of interest is12% Reducing. It is given to: 1. Salaried Class. 2. Business surrogate.1. Salaried Class: 1. Deptt. ID-Proof. 2. Residence proof- voter ID card. 3. Salary slip latest 4. Bank statement- last 6 months. 5. Post dated cheques- MICR. 6. Single F-I is shooted (field investigation). 7. Advocates are not given any loan. 8. Rate of interest is 14% flat. 40
  41. 41. 2. Business Surrogate: • ITR of the firm • Rest is same as salaried class. • Loan is provided after approval comes from chandigarh then 30% of actual cost + stamp duty charges + processing fee is charged as margin money. Procedure for Loans: 1. Calling is done. 2. CH! CH126 contains detail of AQB (average Quarterly Balance) --- which helps in tracing the target customers. AQB should up to Rs 25,000. 3. Goodwill of the company also helps in attracting the customers for loans 4. Leads are generated by sales persons or company itself provides leads to the sales persons. 5. Personal contacts of the bank officials and sales persons also help in generating leads. 6. When the file is maintained with require d formalities and documentation then it is sent for approval to the head office. If file is approved then approval comes from head office and loan is provided to the desired customer 41
  42. 42. Comparison of various accounts offered by HDFC Bank and J&K BankAccounts HDFC BANK J&K BANKSavings account Regular Saving A/C General Saving A/C Saving Max A/C Staff Saving A/c Senior Citizen A/C Ujala Saving A/C No Frills A/C (For BPL People) Kid’s Adv. A/C Pension Saving A/C Saving A/C For GovtCurrent Account Current Accounts Current Accounts Govt. Current A/CFixed Deposit A/C Regular F.D Regular F.D 5yrs Tax Saving F.D 5yrs Tax Saving F.D Super Saver Facility Sweep-in-facility Sweep-in-facility HDFC RecurringRecurringDepositA/C Deposit A/c RecurringDepositA/C Recurring Dep. PlusHDFC BANK Min (A J&K BANK Min. Balance QB) 42
  43. 43. Regular Saving 10,000 General Saving 1,000A/C A/CSaving Max A/C 25,000 Staff Saving A/c NilSenior Citizen Ujala Saving A/C 500A/C 5,000 (For BPL )No Frills A/C Pension Saving 500Kid’s Adv. A/C Zero Balance A/C Minor Saving A/C For 1,000 Govt Current A/C 3,000Current A/C 10000 Govt. Current 3,000 A/C Recurring A/C Min. 500HDFC Recurring Recurring Plus Any AmountA/C Min 500 MaxHDFC BANK RATE OF Int. J&K BANK RATE OF Int.Saving Account 4.5% Qutly Saving Account 4.5% QutlyFixed Deposit 3 to 5 years Fixed DepositNormal 7.75% Normal 3 to 5 years 7.00%Senior Citizen 0.50% extra Senior Citizen 0.5% extraHDFC BANK Formalities J&K BANK Formality 43
  44. 44. Saving A/C ID Proof Saving A/C ID Proof Address Proof Address Proof 1 Photograph 2 hotograph 10,000 Rs Witness of bank customer 1,000 RsCurrent A/C Current A/C ID Proof Address Proof 2Photograph ID Proof Firm Proof Address Proof 1 Photograph Witness Firm Proof PAN card 3,000 Rs 10,000 RsHDFC BANK Facilities J&K BANK FacilitiesSaving A/C Debit Card Saving A/C Debit Card Annual fee 100 Annual fee 100 Withdrawal Withdrawal 20000 25000 Gold Card Annual fee 500 Withdrawal 50000 Net Banking Phone Banking Insta AlertsCurrent A/C All Above With Current A/C Cheque Book Cheque book and free statementsHDFC BANK BRANCHES J&K BANK BRANCHES 44
  45. 45. Jammu 8 Jammu 243Kashmir 3 Kashmir 186 Objectives of the Research To know the products of the bank their documentation and market place. To analyse which products is most preferred by the customers. To know the most preferred financial institution by the customers to Finance. To study the various factors affecting while taking different products of the bank. To check the behavior of the bank officials and customer satisfaction level in regard to the bank services. To know the work culture and environment of the banking sector. To learn the skills to manage the working of the bank. To know about the managerial skills of the bank manager to deal with the bank employees and customers of the bank. 45
  46. 46. 46
  47. 47. Research MethodologyResearch Methodology is a science of studying how research is donescientifically. It is way to systematically solve the research problem bylogically adopting various steps. Methodology helps to understand notonly the products but the process itself. It aims to describe and analysemethods, through light on their limitations and procedures andresources, clarify their presuppositions and potentialities to the twilightzone at the ‘frontiers of knowledge’.Research is an art of scientific investigation. It is the systematicinvestigation on order to find out facts and solution of a particularproblem. It is the “Search for Knowledge” By adopting proper methodof research we can easily find our Solution and can achieve ourobjectives easily. Research methodology is the systematic way to solve the researchproblem. This research methodology has helped in assessing the finding& result for this purpose a let of information was needed.Research DesignThe mode of the research was the exploratory i.e goal oriented or targetoriented.Sample Size 200Collection of data 47
  48. 48. Primary data:Pry. Data is collected through personal interviews, questionnaires,telephonic conversations, by doing swot analysis.A survey was conducted on the different categories of people to studythe level of awareness of products and schemes offered by the bank.The main research instrument with the help of which survey wasundertaken was questionnaire. The questionnaire contains a set of open-end questions through which information was collected.A sample of 200 people was taken to conduct the survey. The peoplebelong to different occupations. Occupation Percentage Businessman 20% Service class 45% Professionals 35% SWOT ANALYSISSTRENGHTS :  It has an extensive distribution network comprising of 319 branches in 166 cities & one international office in Dubai this provides a competitive edge over the competitions.  The Bank has a strong retail depository base & has more than million customers.  Bank boasts of strong brand equity.  ISO 9001 certification for its depository & custody operations & for its backend processing of retail operation & direct banking operation.  The bank has a near competitive edge in area of operations.  The bank has a market leader in cash settlement service for the major stock exchanges in its country.  HDFC Bank is one of the largest private sector bank working in India.  It has a highly automated environment in terms of information technology & communication system.  Infrastructure is best.  It has many innovative products like kids Advantage scheme, NRI services.WEAKNESS :  Account opening and delivery of cheque book take comparatively more time. 48
  49. 49.  Lack of availability of different credit products like CC Limit, Bill discounting facilities.OPPORTUNITY :  Branch expansion  Door step services  Greater liberalization in foreign ownership via FDI in Indian Pvt. Sector Banks.  CC/ OF Facilities.  Infrastructure improvements & better systems for trading & settlement in the govt. securities & foreign exchange markets.THREATS:  The bank has started facing competition from players like SBI, PNB Bank in the finance market itself. This reduce the profit margins in the future.  Some Pvt. Banks have 7 days banking DATA ANALYSISThe persons contacted belonging to different occupations:Business class – 20%Service class – 40%Professionals – 35% 49
  50. 50. 21% 37% business class service class professionals 42%Reasons for unawareness of new products or schemes of the bank 50
  51. 51. 10% 10% lack of proper advertisement s indifference of bank officials difficult access to bank officials 80% QUESTIONNAIRE BASED ANALYSIS1. Are you having an bank account? a) yes 51
  52. 52. b) No no 32% yes 68% yes noInterpretation:-Out of 200 people 68% have an bank account and 32% people have not anbank account.2. From which bank you have account? a) HDFC Bank b) J&K bank c) Others 52
  53. 53. HDFC Bank Others 17% 29% HDFC Bank J&K Bank Others J&K Bank 54%Interpretation:-Out of 200 people 17% have an HDFC bank account,54% have an J&K bankacount and 29% people have an others bank account 3. Which Bank would you rate the best? a) HDFC Bank b) J&K Bank 53
  54. 54. HDFC Bank 41% J&K Bank 59% HDFC Bank J&K BankInterpretation:-Out of 200 people 41% said that HDFC have an the best bank rate and59% people said that J&K have an the best bank rate4. In which company are you looking to invest?a) HDFC Bank 54
  55. 55. b) J&K bank c) Others Other s HDFC 26% Bank 32% J&K Bank 42% HDFC Bank J&K Bank Others Interpretation:- Out of 200 people 32% invest in HDFC bank , 42% people invest in J&K bank and26% people invest in others bank.5. Which Bank that is giving a good return to you? a) HDFC Bank b) J&K Bank 55
  56. 56. HDFCJ&K BankBank 47%53% HDFC Bank J&K Bank Interpretation:- Out of 200 people 47% said that HDFC have giving good return and 53% people said that J&K have giving good return.6. Which Bank provides you quick and efficient services? a) HDFC Bank b) J&K Bank 56
  57. 57. J&KBANK HDFC Bank 38% J&K BANK HDFC Bank 62% Interpretation:- Out of 200 people 62% said that HDFC provides quick and efficient services and 38% people said that J&K quick and efficient services.7. You satisfied in dealing with which bank officials? a) HDFC Bank b) J&K Bank 57
  58. 58. HDFC BANK 36% HDFC BANK J&K Bank J&K Bank 64%Interpretation:-Out of 200 people 36% satisfied with dealing of HDFC bank and 64%people satisfied with dealing of j&k bank.8. If get an opportunity in future would you like to be getting attached withHDFC Bank?a. Yesb. No 58
  59. 59. yes 23% no yes 77% no Interpretation:- Out of 200 people 23% attached with HDFC bank rate and 77% people Does not attached with HDFC bank .9. Which Bank provided you a Bank account with minimum balance? a) HDFC Bank b) J&K Bank 59
  60. 60. 29% HDFC BANK J&K Bank 71% Interpretation:- Out of 200 people 29% said that HDFC bank provide bank account with minimum balance and 71% people said that j&k bank provide bank account with minimum balance.10. Do you know about these products of the banking industry? a) Savings a/c yes/No b) Fixed deposits yes/No c) current a/c yes/No d) de-mat a/c yes/No e) credit cards yes/No f) insurances yes/No g) mutual funds yes/No h) Loans yes/No 60
  61. 61. 5% saving a/c 15% 15% fixed deposits current a/c de-mat a/c credit cards 10% insurances mutual funds 5% 40% loans 5% 5% Interpretation:- Out of 200 people 15% know about saving account,40% fixed deposits,5% current a/c,5% de-mat a/c,5% credit cards, 10% insurances,15% mutual funds and5% loans.11. Which of these products are you using? a) savings a/c yes/No b) fixed deposits yes/No c) current a/c yes/No d) de-mat a/c yes/No e) credit cards yes/No f) insurances yes/No g) mutual funds yes/No h) Loans yes/No 61
  62. 62. 2% 15% 20% saving a/c fixed deposits current ac de-mat a/c 24% credit cards 19% insurances mutual funds 5% 5% loans 10% Interpretation:- Out of 200 people 15% have saving account,24%have fixed deposits,5% have current a/c,10% have de-mat a/c,5% have credit cards, 19%have insurances,20% have mutual funds and2% have loans.12. Which Bank provides various innovative schemes to you? a) HDFC Bank b) J&K Bank 62
  63. 63. HDFC Bank 38% HDFC Bank J&K Bank J&K Bank 62% Interpretation:- Out of 200 people 38% said that HDFC provide innovative schemes and 62% people said that j&k bank provide innovative schemes.13. Which Bank charges higher penalty from you when the balance of your accountgoes down from minimum limit? 63
  64. 64. a) Private sector banks b) Public sector banks private sector public banks sector public sector banks banks 39% private sector banks 61% Interpretation:- Out of public and private bank through 200 people 39% people said public sectors bank charges high penalty and 61% people said private sectors bank charges high penalty.14. Which Bank is available to you in nearest location? 64
  65. 65. a) HDFC Bank b) J&K Bank HDFC Bank, 15 J&K HDFC Bank Bank, J&K Bank 85 Interpretation:- Out of 200 people 15% said that HDFC bank is nearest and 59% people said that J&K bank is nearest to them.15. Which Bank has more formalities while opening an account? a) HDFC Bank 65
  66. 66. b)J&K Bank HDFC Bank J&K J&K Bank Bank 38% HDFC Bank 62% Interpretation:- Out of 200 people 62% said that HDFC bank has more formalities while opening a/c and 38% people said that J&K bank has more formalities while opening a/c.16. Are you satisfied with the services of the bank in which you deal presently? a) Yes 66
  67. 67. b) NO yes 40% yes No No 60% Interpretation:- Out of 200 people 40% are satisfied with HDFCt bank services and 60% people are not satisfied with HDFCt bank services.17. The customer of which Bank is more aware about the various schemes of theBank? 67
  68. 68. a) HDFC Bank b) J&K Bank J&K Bank 41% HDFC Bank 59% HDFC Bank J&K Bank Interpretation:- Out of 200 people 59% customers are aware from HDFC bank various schemes and 41% customers are aware from j&k bank various schemes. FINDINGS• It has been found that the person will invest in the various products and schemes of the bank only when he is having discriminatory income / surplus money. 68
  69. 69. • Businessman rarely invests in the deposit schemes b’coz he would like to invest in his business to purchase more stock or to expand his business if he has surplus money.• I have also found that most of the people like to go for fixed deposit schemes, mutual fund investment schemes.• Persons having fixed monthly salary such as service-class employees, Govt. employees, professionals like Doctors, Teachers quite invest their savings in the deposit schemes so as to multiply their savings.• Indian banking industry is no longer an isolated entity. It is increasingly being affected by dynamic and highly competed global banking environment. Banks not only have to reduce cost but also have to design innovative strategy.• Asset products like loans are getting least preference by the customers due to higher interest rates and cumbersome procedure.• A visit was made to some main branches; it was found that these schemes couldn’t get due publicity or promotion at branches.• Only a pamphlet is available which is given only to those who visit the bank to know about various schemes.• It has been observed that people are unaware of new schemes and they keep on investing in the old schemes only.• When asked the people about the reason behind unawareness: - 80% of the people say that the unawareness is due to lack of proper advertisement. - 10% say that unawareness is due to the indifference of the bank officials. The bank officials attend their friends and relatives better than to the ordinary persons. - 10% say unawareness is due to difficult access to bank officials as most of the time the bank officials remain busy. They don’t have time for ordinary persons, so a person is unable to know about the latest products or schemes offered by the bank. LIMITATIONS 69
  70. 70. Selling a product is not that much easy as we think. There are certain hurdles thatcome in our way while selling a product. These are as follows: 1. Customers are very busy and have no time to attend the call. 2. Limited access to phone lines. 3. Lack of comprehensive information of the bank’s products for the trainees. 4. Change of contact numbers of customers. 5. Interest rates on saving a/c’s, FD’s, is very low as compared to other banks. 6. Preferred customers know much about the products and it is very difficult to cross sell. 7. Strict documentation. 8. Complexity of banking procedures like: a) In case of mutual funds investment schemes PAN card is mandatory and some customers are not having PAN card. b) In case of credit cards there is a centralized eligibility criterion for all the customers. Also in case of credit cards, the customers have been segmented on the basis of their profession, e.g.: transporters, lawyers, defense personnel and persons in legal and political ambit are not eligible for credit cards. 9. Market is at risk now a days, so not everyone is willing to invest money in mutual fund investment schemes. 10. It is very difficult to open saving max a/c b’coz in saving max a/c customer is required to maintain a balance of Rs.25,000 and that’s not possible for the middle class people which comprises maximum percentage of our population and who saves just 10-20% of their income… Suggestions 70
  71. 71. • Provided more interest rate on saving, fixed deposit, recurring deposit accounts as compare to others banks• Account should be open with minimum amount for people belong to BPL• Processing time and charges should be less.• Easy and quick accessibility of information should be there.• More branches should be opened.• Reduction in interest rates for loans and over charges.• At the time of providing loans bank should have less terms and conditions.• Bank should try to aim at providing better services to the customers.• Bank should also adopt latest trends for advertising of their products• Bank officials should improve their work behavior and they should maintain sound relations with their customers. 71
  72. 72. LearningIn training period of two months in HDFC Bank various tasks were assigned to meby the organization, which are part of day to day functioning of the departmentswithin the organization.Executive training gives flavor of: • Teamwork: working with my company guide and my mentor I experienced the true meaning of working in a team. • Organizational culture: in the banking world undoubtedly organizational culture is much disciplined. • Team dynamics: to face the variable environment around. • Result orientation: how to manage failure and success. • Organizational pressures: the pressure of completion of target in a given time. Complexities in achieving the desired results etc. Executive training provides a good scope for developing the necessary managerial skills and provide attitude.During the training period, I learnt: • How to deal with the customers for selling the products of the bank. • How to generate need and convince them for purchasing the products of the bank. • How to make them believe that the products are going to give them handsome returns. • How to make them agree to take out their hard earned money and invest in our products. • How the product of one Bank is differ from the other banks. • Difference between the products offered by private banks and public banks. And, I was assigned with the target to give business to the bank: o By opening the accounts worth 50,000. o By selling 20 credit cards. o By selling mutual fund investment schemes worth Rs.50,000 72
  73. 73. BIBLIOGRAPHYwww.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanywww.hdfcbank.comwww.hdfcbank/products/financewww.google.comwww.bing.comBank brochures and product folders. 73
  74. 74. QUESTIONNAIRES 74

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