The document summarizes Mostafa Abid's internship report on his work in the Item Production unit of Retail Banking Operations at BRAC Bank Ltd. It provides details on the debit card operations and welcome pack operations units that Mostafa worked in. It describes the welcome pack production process and components. It also identifies some problems encountered like welcome packs missing PINs or having wrong codes, as well as slow servers. Potential solutions proposed include hiring more skilled staff, upgrading servers, and setting timing rules for emergency requests.

1. Mostafa Abid Working Report Presentation Item Production unit Retail Banking Operations. BRAC Bank Ltd. Autumn 2008 Internship 0310032

2. Established Under Banking Companies Act, 1991 Companies Act, 1994 Mostafa Abid Item Production unit Retail Banking Operations BRAC Bank Ltd. 0310032 Add Your Text here Operation started on July 4, 2001 3 Sales Center, 45 Branch and 30 SME Service Centers Retail Banking Operations Corporate banking 1 Retail Banking 2 Probasi banking Operation 3 SME banking 4

3. BRAC BANK Co-Branded Cards ARONG ALICO DIA GOLD Retail Banking Operations Item Production Unit Debit Card Operation Welcome Pack Operation BIZNESS CAMPUS FEMINA Tailored for SME and Retail Business people 10000/490 Y Tailored for students 2000/490 Y Tailored for Female Customers 5000/590 Y

4. New Client & Existing Client Client Branch or SME Center At Customer’s Home Address Undelivered cards Returns to GIS For destroying after another 2 months time under dual control/ custodianship 200 Y Debit Card Operations Welcome Pack Operation Retail Banking OPS Item Production Unit (Debit Card Operations) GIS (General Infrastructure Services) Courier Service

5. Receives Requests by email Welcome Pack wing generates Account & CIF in Finacle work-flow ChequeBook Debit Card Welcome Letter Welcome Pack Production House PIN A typical Welcome Pack for Branch Debit Card Operation Welcome Pack Operations Retail Banking OPS Item Production Unit (Welcome Pack Operations) Branch and SME Center Technomedia 3 rd Party Organization for Chequebook Printing Retail Banking OPS Item Production Unit (Debit Card Operations)

6. Welcome Pack Components with Costs Fixed Costs Utilities in RBO (Retail Banking Operations) = 1.08 Tk. Utilities in terms of Store/Vault = 0.54 Tk. Employee Hours = 3.45 Tk. Variable Costs Welcome Box = 10.41 Tk. Visa Plastic Card, PIN, Cheque book and Cheque delivery envelop = 109.97 Tk. Courier Charges = 5.5 Tk. Total Cost = 130.95 Tk. Per Pack Debit Card Operation Welcome Pack Operations

7. Trend in Welcome pack distribution Debit Card Operation Welcome Pack Operations

8. Identified problems and some proposed solution Working Pressure 60% 90% 3 Days Welcome Pack Production House Two interns and one permanent employee Work Performance: Speed & Skill 35% Production Output for a typical day 60% i i p Identified Problem During my internship Welcome pack without PIN PIN Swapped with Different Pack Wrong Code name on the Pack 60% 85% Old Servers become unresponsive in the time of welcome pack account opening. New Servers Branch and SME Center Debit Card Operation Welcome Pack Operations Old Servers Skilled Manpower Timing Rule Retail Banking OPS Item Production Unit (Welcome Pack Operations) New Center Opening or one day emergency request

9. Conclusion Page 5 Page 13 Page 22 Page 24 Page 25 Page 24 Thank You ! Debit Card Operations Welcome Pack Operations Old Servers Skilled Manpower Timing Rule