its a prsesnation related to bank of punjab

2. Presented by :
• SAIRA DAUD
• AFSAH IMTIAZ
• ATTIQA SARFARAZ

3. HISTORY
 The Bank of Punjab was established in 1989.
 The Bank of Punjab is working as a scheduled commercial bank with its
network of 272 branches at all major business centers in Pakistan.
 The Bank provides all types of banking services such as Deposit in Local
Currency, Client Deposit in Foreign Currency, Remittances, and Advances
to Business,Trade, Industry and Agriculture

4. VISION STATMENT
• VISION STATMENT “To be a customer
focused bank with service excellence”
MISSION STATEMENT
• To exceed the expectation of our stakeholders by
leveraging our relationship with the Government of
Punjab and delivering a complete range of
professional solutions with a focus on programmed
driven products and services in the agriculture and
middle tier markets through a motivated team.

5. AWARDS AND REWARDS
ExcellenceAward by the Central Board of Revenue
3rd KissanTime Awards
Best Corporate Report Award
16th Bolan ExcellenceAward
Achievement Award

6. Core values

7. DEPARTMENTS
• Cash department
• Remittances department
• Clearing & Collection Section
• IT Department
• AccountOpening Section
• Accounts Departments
• Audit Departments
• Consumer Finance Department
• Business Development Department

8. PROBLEM AREA
• Customer Dissatisfaction
• EmployeeTurnover

9. Customer
Dissatisfaction

10. Dissatisfied Customer=
(value delivered < value expected )
Reasons for customers dissatisfaction:
• Slow Service
• Not Keeping Promises. If you give a promise ensure you keep it
• Poor Customer Service
• Transferring From One CSR to Another
• Rude Staff
• Not Listening to Customer
• NotValuing Customer Opinions

11. CUSTOMER MAINTENANCE
A good customer is very important for company
• They offer new services, products, schemes, offers to retain old customer
for example 5% free petrol on credit card use.
• If a customer is dissatisfied then try to solve its problem as soon as possible
and also offer him extra service for satisfaction

12. Satisfaction Perceived price
Brand trust Service quality
Customer loyalty

15. Types ofTurnover
• Voluntary turnover consists of employees exercising their free choice to
leave.
• Involuntary turnover consists of separations where an employee
unwilling leaves.
• Functional turnover is when low performing employees leave.
• Dysfunctional turnover is when high performing employees leave

16. EMPLOYEE COMPENSATION
• On Performance Basis
• Yearly Bonus
• Increment
• Change In Rank
• Non Monitory Compensation
• Increase In Facilities
• Rewarding Employee’s Results In High Commitment Of Employee With Company

17. JOB Satisfaction
• Job satisfaction is the collection of feelings and beliefs people have about
their current jobs. Job satisfaction is a positive feeling about your job
resulting from an evaluation of its characteristics.
• JOB SATISFACTION is an important work attitude in organizational
behavior because it affects a wide range of behaviors and contributes to
workers’ well-being.

18. Theories of job satisfaction
There are numerous theories attempting to explain job satisfaction, but three
conceptual frameworks seem to be more prominent
• ContentTheories
• ProcessTheories
• SituationalTheories

19. ContentTheories
ContentTheories suggests that job satisfaction occurs when one’s need for
growth and self-actualization are met by the individual’s job.
• Abraham Maslow “hierarchy of needs”
• Frederick Hertzberg (1974) “two factor theory”

20. ProcessTheories
Process theories attempt to explain job satisfaction by looking at
expectancies and values.These theory of job satisfaction suggests that
workers’ select their behaviors in order to meet their needs.
• Adams’ (1963) andVroom (1982) “equity theory”

21. SituationalTheories
• The situational occurrences theory emerged in 1992, when Quarstein,
McAfee, and Glassman stated that job satisfaction is determined by two
factors: situational characteristics & situational occurrences.Within this
theoretical framework, job satisfaction is a product of both situational
factors

23. job satisfaction and turnover
The relationship between the job satisfaction and turnover is stronger.The
satisfaction turnover relationship also is affected by alternative job prospects.

24. Employee reviews
• Working time is not measurable .tough and tension full job.so many problems are
there like salary packages are not suitable as per your qualification and
working.
• Overall its not as professional as it should be in a bank environment.
salary structure for the old employees are ok but not for new enrolments.
• Less Incentives as compare with Market
• work is not done efficiently and delayed most of the time with no proper job
descriptions and standardization.

25. Case study
Ansar Abbasi reported in May 2007: "The Bank of Punjab (BOP) is about to be hit by a
massive scandal, a unique fraud that involves billions of rupees.The State Bank of
Pakistan has expressed its great concern over the Bank's "system and controls,"
terming them "quite weak."While the Internal Audit of the Bank has repeatedly
cautioned the management on the huge facilities offered to certain companies, the
recipients of some huge loans include owners of some companies that do not exist at
all even included the directors of the board themselves. In other cases, fake identity
cards were used and over-evaluated properties were pledged as collateral." In the
same report appearing inThe News, Abbasi had gone on to write, "A report submitted
by the General Manager Audit to the bank president on May 25th this year revealed
that the bank, instead of listening to earlier warnings, released more money to such
companies with which it was supposed to be careful in its future deals." It is
interesting to note that in 2010, NAB reported that the actual corruption in BOP
amounted to Rs 76.178 billion whereas during the period 2005-2008 in which the scam
took place, BOP showed profits when, in fact, it was running in loss.This was done
though fake audit reports, window dressing and padding of accounts.There was also
a recommendation that BOP should be privatized at a good price in order to recover
these losses instead of wasting taxpayers' money on a long legal and recovery
process. (Pak tribune).

26. Recommendations
• HireThe Right People
• Offer Competitive Pay And Benefits
• Proper time and staff to each customer
• Allow Flexible Work Schedules
• Increments on performance bases
• Treat every customer equally
• Keep measuring customer satisfaction
• Know how you should survey your customers happiness – the right way
• Keep an eye on what customers say about you on social media