The MCB Islamic Banking branch in Gujranwala, Pakistan has several challenges that could hinder its success, including a small staff that seems to have conflicts, low profit in 2016, and lack of communication between employees and management. However, the branch is working to attract new customers through marketing and retain existing ones with loyalty programs. To further succeed, MCB Islamic should focus on providing charity funds and Sharia-compliant loans to students, which would help customers and lead to higher success.

1. MCB Islamic Banking Gujranwala Branch
SARFRAZ ASHRAF
MAJID IMTIAZ
RASHID ILYAS
FURQAN NAEEM

2. MCB Bank Limited (formerly Muslim Commercial Bank) previously named as (Manjoo Co-
operative Bank) was incorporated by the Adamjee group on July 9, 1947, under the Indian
companies Act, VII of 1913 as a limited company. In the recent years, due to changing situation
of banking and shariah base banking, MCB introduce their business unit as MCB Islamic Banking
on 14 September 2015 and starts providing Shariah complaints products and services, approved
by the shariah board, to the customers interested in Islamic banking. Purity in mission of MCB
banks as “Provide Shariah based financial solution and quality services to our customers,
maximize halal returns for shareholders”. Purity in vision “Focus on service quality and providing
superior value to our customers, shareholders, employees and community”. MCB Islamic starts
their operations in 64 branches in Pakistan including in Karachi, Islamabad, Lahore and
Faisalabad. In Gujranwala, MCB Islamic starts their operation in March 2016. The Gujranwala
branch contains total 1o employees and working on 900 account holders. The departments exist in
branch are credit and advances, international trade, operations and business. Their purity in loans
including Murahaba local, Import Murahaba, Car Ijarah and Musharka. All other Islamic banks
are their competitors including Dubai Islamic Banking especially the inventor of Islamic banking
Meezan Islamic banks.
The MCB Islamic Gujranwala branch contain only few employees but still seems the conflict
between employees and employee to customers, that can be hurdle in the success of business. Due
to the small branch networks, the businessmen feel hesitation while investing their amount but
MCB still working hard to attract new customers and to be loyal their existing customers. To attract
new customers, they are using marketing techniques like social media usage, conducting seminars
and door to door marketing and for the loyalty of their existing customers they are offering them
to special discounted markup, birthday wishes, Eid celebrations and cheque book pouches. For the
loyalty of their employees, they offered them annual bonus on their appraisal and different schemes
on achieving of targets but yet not increasing the basic salary of their employees. MCB Gujranwala
branch were opened with their existing old employees that create the conflict between old
experienced staff and younger fresh graduates. MCB Islamic also offered the services of ATM to
their customers but still the customers can’t transfer the online funds from ATM machine. It also
seems that the MCB Islamic Gujranwala branch not offering the benefits of online banking and
foreign remittance, due to this the branch gain lowest profit in 2016 and that are 9 million, these
are the basic reason to demotivate employees and customers. It also seems that there is no proper
communication channel for employees to communicate with their operational level management,
that create the gap in communication and this leads to low morale of employees. After facing such
a lot of problems, MCB Islamic still working on providing excellent services to their employees
and for more success the MCB Islamic should focus on providing charity funds and shariah base
loans to the talented students, this will lead the organization to higher level of success and through
this the customers are not only satisfied but delightful from the MCB Islamic Gujranwala.
Q1: Do you think the MCB Islamic will succeeded with their current Efforts? Explain?
Q2: How can u help the MCB bank in attracting new customers and overcoming of conflicts?