TOPIC- standard operating procedure w.r.t. customers/shareholder/within covering various problems and solutions.

1. KNOWLEDGE
MANAGEMENT
Company: UCO Bank, Vizag
Submitted by :
Iqbal Singh D-20
PRN-15020441106

2. UCO BANK
• UCO Bank was founded in 1943
• It is headquartered in Kolkata
• It was nationalized in 1969
• It was formally known as United commercial bank, the name was
changed to UCO Bank in 1985
• As on 31st March 2015 Govt. share holding bank was 65.19%
• Profit as of 2015 was Rs 1,137.80 Crores

3. What is knowledge management For UCO?
• Knowledge relates to all the capital owned by people and staff of a company: know-how &
expertise, competencies, market experiences etc.
• turning this human capital into intellectual capital by creating value.
• Knowledge Management (KM) is not only about storing documents. It is about increasing
people skills and expertise thanks to sharing.
• The ability to quickly find a subject matter expert and get the answer to a question or
assistance in solving a problem is a priority in knowledge management
• enables people collaboration and connects them to expertise.

4. STANDARD OPERATING PROCEDURE:
Elements To understand the SOP
• Organizational Chart
• Communication pattern
• SOP for grievance redressal
• SOP With regard to
1.To convey any change to shareholders.
2.To convey any change to Customers.
3.to convey change within Organisation.

5. ORGANIZATIONAL CHART

6. COMMUNICATION
(ZONAL OFFICES)
• Communications among the AGMs is very informal
• Usually a phone call
• Meeting if required
• Updates are mailed to the lower branches
• If change is to be implemented the branch managers are called
upon for a meeting and briefed about the change.

7. COMMUNICATION
(HEAD OFFICE <--> ZONAL OFFICE)
• Preferred mode of communication is mails
• If change is to be implemented, AGMs are called up for meets
• Vertically up communications are more formal
• Mails are followed by calls

8. COMMUNICATION BETWEEN UCO BANK AND
SHAREHOLDERS
• Shareholders of the bank generally do not take part in the day to day
procedures of the bank
• All communications are made during annual general meetings.
• The notification for the annual general meeting is to be conveyed through
email
• Any developments required to be communicated after the meetings are
then conveyed through newspapers and magazines

9. COMMUNICATION PROCESS CHART
Head Office
Zonal
Office
Local
Branches
Share
Holders
Customers

10. SOP BETWEEN UCO BANK AND CUSTOMERS
FOR GRIEVANCE REDRESSAL
1) Customer can lodge a complaint in writing to a branch: Zonal Office, Circle office or Head Office
2) Complaints can be lodged with the Help Line number of the Bank over telephone, Customer Care e-
mail ID, through SPGRS or any other mode as convenient to customer
Complaints received at different levels of administrative set up of the bank will be monitored by the next
higher controlling authority including Head office.
There are specific time schedule set up for handling complaints

11. INTERNAL SOP MECHANISM TO HANDLE
CUSTOMER COMPLAINTS/GRIEVANCES
• Branch Level Customer Service Committees- To encourage a formal channel of communication
between the customers and the bank at the branch level
• Standing Committee on Customer Service- To evaluate feed-back on quality of customer
services
• Customer Service Committee of the Board- Responsible for review of policies, functioning
providing guidance to the customers in respect of customer service
• Nodal Officer and other designated officials- To handle complaints and grievances and
implement customer service for entire bank.

12. SOP TO CONVEY CHANGE BETWEEN SHARE
HOLDERS AND BANK
Problems
• No interaction in day to day activity
• Conveyed through General Meeting
• No using of email and advertisement
• Changes conveyed through long
protocol
Solutions
• Using more of newspaper
advertisements to convey the changes
• Dedicated Web portal for shareholders
run by company
• Changes to be conveyed directly
instead of going in loops

13. SOP TO CONVEY CHANGE BETWEEN
CUSTOMERS AND BANK
Problems
• Limited time
• Going in loops
• Less per section interaction
• Changes communicated through newspaper
Solutions
• Separate department of communication
• A portal of access for the customers like in the case of online transaction to know the status of
complaints and requests
• Cases related to customers to be given most important priority
• Social Network to be used to communicate changes

14. SOP C TO CONVEY ANY CHANGE BETWEEN
HEAD OFFICE, LOCAL BRANCH AND ZONAL
OFFICE
Problems
• No personal touch
• Ego issues
• Time Consuming
Solutions
• An active web portal where the two offices can interact on daily bases.
• Annual functions and meets where the two offices have an informal interaction.
• Video conferences to communicate important information in a short span of time.

15. DIRECTION AND SOLUTIONS
ZONAL OFFICE
HEAD OFFICE LOCAL BRANCHES
SHARE HOLDERS CUSTOMERS

16. THANK YOU