Professional Documents
Culture Documents
BANK OF PUNJAB
Trust Plaza Branch Gujranwala (0006)
In the Name of
2. ACKNOWLEDGEMENTS
I am also grateful to the BOP main branch Staff Gujranwala as they have
been really supportive and co-operative during my internship which enabled
me to complete this report.
TABLE OF CONTENTS
ACKNOWLEDGEMENTS........................................................................................................................... 3
EXECUTIVE SUMMARY:............................................................................................................................ 5
PART I (INTRODUCTION).......................................................................................................................... 7
1.1:
INTRODUCTION..7
1.2.
Objectives
of
studying
the
Organizati.7
1.2
OVERVIEW OF ORGANIZATION............................................................................................. 9
1.1).1Brief History................................................................................................ 9
1.2.2).Organization Structure............................................................................. 11
1.2.3) Awards & Achievements............................................................................... 11
1.2.4) Product/Service Lines............................................................................... 12
1.2.5) PESTL Analysis......................................................................................... 13
1.2.6) Role of BOP in Economic Development:.........................................................14
1.3
1.2.4) Functions of
Branches..20
1.2.5) Nature of
Business21
1.3.6) Introduction of all Departments...........................................22-23
1.4
............................................................................................... 42
1.4.3)Summary of Learning.................................................................................. 56
2.
3.
RECOMMENDATIONS............................................................................................................. 63
4.
REFERENCES
..64
5.
Appendix
.65
Executive Summary:
I chose Bank of Punjab (BOP) for my internship after careful
consideration as it is the leading commercial bank of Pakistan.
This is the age of specialization; every person must be capable in
his/her particular field. Some practical experience is necessary to enter the
field because only education given in the universities is not enough to
compete with the world wide changing situation. The field work is difficult
and complicated. This is a good reason why the students of business
administration are being given a fair chance to get the practical area in
which students have to enter after completing education.
Internship is a vital part of Bachelors of Business Administration
program. This report is a result of six week practice as internee at BOP Main
branch Gujranwala Trust Plaza. Experience was full of knowledge regarding
various facets of banking sector. This report consists of practical experience,
which I attained during internship program.
Part-I:
Introduction, overview
of organization and
organization structure.
1.1: INTRODUCTION
Bank of Punjab is one of the largest commercial bank operating in
Pakistan. It has redefined its role and has moved from a public sector
organization into a modern commercial bank. The Bank's services are
available to individuals, corporate entities and government. While it
continues to act as trustee of public funds and as the agent to the State
Bank of Pakistan (in places where SBP does not have presence). It has
diversified its business portfolio and is today a major lead player in the debt
equity market, corporate investment banking, retail and consumer banking,
agricultural financing, treasury services and is showing growing interest in
promoting and developing the country's small and medium enterprises and
at the same time fulfilling its social responsibilities, as a corporate citizen.
iii.
their functioning.
I was also keen to gain professional experience in an actual testing
iv.
environment.
I want to develop my skills in the application of theory to practical
v.
work situations.
To develop my attitude conducive to effective interpersonal
vi.
vii.
relationships.
To acquire good work habits and sense of responsibility.
To enhance my learning experience by application of fundamental
concepts previously learned.
viii.
ix.
x.
1.2.1. HISTORY:
The Bank Of Punjab (BOP) born with the vision of Passion Reborn and
provided all communities way to explore new opportunities so far. Almost
every facility or services provided by this Bank of Punjab. People are more
focused upon after sale services in Pakistan. Best Complaints registration
and Resolution of Complaints and any such services are available here
through complete guidance what is optimal way to utilize their services.
Many kinds of queries for which can be solvable through visits of Punjab Bank
could be solved through Online Registration services in Pakistan. They are
exists to provides best Quality feedback for retaining images among
customers eye.
There are many Basics Banking services provided named as Retail
Finance, Retail Banking, Agriculture, and Corporate Banking as well as
facilitating Commercial services so far. E-Banking is also there to facilitate
the customer to take eye on their deposits over there in their Bank. Bank of
Punjab is already Customer Focused Bank and always providing quality
Services in Punjab Bank. All other Banks provides Agricultural Facilities own
9
their own but only Bank of Punjab considered as facilitates more in this Bank
as well.
Agricultural Facilities are named as Agri Finance Branches, Kissan ,
Dost Running Finance Facility, Kissan Dost Lease Finance Facility, Kissan Dost
Cold Storage Finance Facility, Kissan Dost Green House Finance Scheme,
Kissan Dost Livestock Development Scheme and many other Agriculture
Schemes Markup are there to gives their best in facilitating this sector own
their own.
MISSION STATEMENT
To developed Bank of Punjab into an aggressive and dynamic financial
institution having the capabilities to provide personalized service to the
customers with cutting edge technology and a wide range of products, and
during the process to ensure maximum return on assets with ultimate goal of
serving the economy and society.
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
focus
on
well-developed
and
properly
co-ordinate
structure
is
an
important
requirement for the success of any organization. It provides the basic framework
within which functions and procedures are performed. This chapter describes the
organizational structural of Bank Of Punjab. At present the bank operates through
one central and one head office, four provincial headquarters, twenty circle offices,
307 branches throughout Pakistan. The affairs of the bank are looked after by the
president and Executives Committee. Each provincial head quarter is headed by a
provincial chief and assisted by regional managers. The provincial head quarter
controls the branches in their area.
11
Achievement Award:
The Lahore Chamber of Commerce & Industry (LCCI) awarded the Bank
"LCCI Achievement Award" 2006.
13
are
strongly
affected
by
the
political
and
legal
banking companies
To protect the interest of the society from unbridled business
behavior.
Economic trends:
As target of any bank is to maximize its profit and satisfied its
customers. Because of this target banking market requires better consumer
market in volume along with higher borrowing power. This borrowing power
depends on:
Consumer income.
Saving rates.
Consumption patrons.
Rates of interest.
Budget deficit.
Exchange rates.
Cost of living.
Inflation.
14
Socio-cultural environment:
A society is shaped by beliefs, norms and values. People in a society
consciously
and
unconsciously
interact
with
themselves,
others,
organization, society and nature. Following are the main factors which arise
because of change in socio-cultural environment:
Technological factors:
Forces of technological advancement have played the most dramatic
role in shaping the lives of people. The rate of change of technology has
greatly affected the rate of growth of economy. New technology is creating
deep rooted affects which could be observed in long run. The improvement
techniques involved in on line banking. In brief PEST analysis affects the
overall banking companies and provides us the information about the
external macro condition.
mobilization
of
money.
They
development by
attracting deposits into productive loan and investment. Banks not only
15
collects the savings of the people but also give loans for the development of
industry, trade and commerce. BOP has been playing a major role in
financing and developmental activities in Pakistan. It helps in the growth of
economy in all spheres of our national life. It has contributed significantly to
economic growth of the country and has served to trade and industry in wide
sphere of operations. The BOP was the first bank to introduce scheme of
credit to small borrowers like farmers etc., for the promotion of agriculture.
The bank advances liberal credit for rural and agricultural development.
Small short-term loans are given to the farmers free of interest. These
advances
can be
in
the
shape
of fertilizers,
seeds
and
agricultural
implements. The BOP is able to attract large amount of deposits through its
large number of branches all over the country and thus is able to provide
large amount of loans to different sectors. The BOP is also providing finances
to small-scale industries for the period up to five years; it has introduced the
peoples
credit
facilities
to
the
common
man
at
the
large
andmore liberal scale than before. The bank also contributes towards the
earning of foreign exchange though its foreign exchange business in Pakistan
and abroad.
16
DIRECTORS / SEVPS
PROVINCIAL CHIEFS/SEVPS
VICE PRESIDENT
GRADE
I
GRADE
II
GRADE
III
17
SPERVISORS
OPERATIVE STAFF
18
19
REPRESENTATIVE OFFICES
USA (Chicago)
Bahrain
France
Germany
Kingdom of Saudi Arabia
South Korea
China (Beijing)
Uzbekistan (Tashkent)
Turkmenistan
Kyrgyz Republic
Afghanistan
Azerbaijan
Bangladesh
The branches are carrying out all the banking function etc.
RetailBanking
Corporate
21
Retail Banking
Account Holder
Loan on Mortgages.
Personal Loans.
Exports
Imports
Account Opening
Clearing
Remittance
Cash
Foreign Currency Department
22
iii)
Accounts Department
iv)
TRADE DEPARTMENT
v) Export Department
Export department is an important department in corporate sector. It comes
under trade department which is the second profit earning department after
advances.
The exporter must contain the following registration criteria to export:
The exporter must have export registration from EPB (Export Promotion
Bureau)
It must also have registration with LCCI (Lahore Chamber of Commerce
and Industry)
23
Japanese Yun
Pound
Euro
Dollar
Receivables:
Amount receivable for all products is maximum 180 days except for carpet.
The receivable for carpet is allowed up to 270 days because of its slow
turnover.
The transaction is done in four ways in this regard;
1.
2.
3.
4.
Open Account
Advance Payment
Letter of Credit(LC)
Collection
vi)
Open Account:
Advance Payment:
In this transaction the exporters have trust deficit on the importer. So
the exporter demands an earlier payment before shipment.
LC (Letter of Credit):
24
Additional Certificate:
25
stock)
Receipt from DHL (Curiour of the bank through which bank sends the
ii)
26
27
Cycle of Refinance
State
Bank of
Pakistan
Bank Of
Punjab
Exporter
Import Department:
Import department works under trade department which facilitate
importers. There are many types of payment for imports which are;
1. Advances
2. Contract
3. L/C
28
Advance:
In advances the bank can send up to US$ 10,000 to the exporting bank.
The bank only pays for the imports of raw material or machinery in parts.
The bank does not finance importing of finished goods.
The procedure of advance is Customer firstly negotiating with the exporter.
Performa Invoice is received from exporter and if third party is involved the
third party writes indent to importer on his letter head after negotiating with
the exporter.
In case of advance the bank need the following documents
I Form
Performa Invoice
Undertaking
When the bank feel that all requirements are fulfill edit take rate from the
treasurer and transfer to NASTRO A/C.
L/C
Bank Of Punjab also issue L/C to facilitate international trade. The document
required for L/C opening are;
Performa Invoice
IB-8
Insurance of goods
Undertaking
29
Buyer
Buyers Bank
Sellers Bank
Carrier
Insurance Company
Commission
Postage charges
vii)
30
CNIC Photocopy.
KYC.
World Check.
Benefits
No Zakat Deduction.
31
No Service Charges.
charitable
institutions,
autonomous
corporations,
limited
Salient Features
Salient Features
Minimum Rs. 5,000 required opening an account.
No minimum charges.
Zakat will be deducted.
Up to Rs. 100,000 expected profit 5% p.a.
BOP Debit and Credit Card.
Cheque account facility with no limit on a number of transactions.
32
Facilities
2) Clearing Department
Clearing is the second most important part of general banking. The
following functions come under this form of transaction;
33
Banker Cheques
Standing Instruction
Daily Fund Transferring
Types of Clearing
IBDA
OBC
IBC
NIFT
Realization and Un-Realization
Standing Instruction
Standing instructions are given by the customer to the banker. In this
cash is to be transferred to second partys account according to the
instruction given by the customer.
Example
Orient has an account in different cities, like Karachi, Multan, Lahore,
Islamabad, and Faisalabad. The accounts manager of the company instructs
the bank that bank should transfer their fund to their main account in
Karachi. So BOP instruct their branches that they should transfer the funds of
Uniliver to companys main account in Karachi.
Types of Clearing
34
a) Normal Clearing
Normal clearing is further divided into two types.
Internal Cheque
External Cheque
Internal Cheques
Internal cheques are given by the customer of the same branch. The
clearing department check the status of the account if the status of
account is okay, then they credit the account of the second party and
debit the account of their customer.
External Cheques
External cheque comes from different bank to BOP but from the
same city. These cheques are delivered by NIFT. Clearing department
check the status of the account. If the status of the account is okay, then
they pass the transaction. If not they return the cheque to NIFT.
b) Special Clearing
35
NIFT deliver these cheques to the bank and instruct the bank to
transfer the amount to respected account. Bank is liable to pass the
transaction according to the instruction given by the customer.
Charges of special clearing are Rs. 500. These charges are charged by NIFT
and bank debit these charges from customer accounts.
c) Intercity Clearing
In intercity clearing, clearing between cities are done. For example in
Karachi, branch of Bank of Punjab exists, BOP branch Lahore sends the
cheque through NIFT to main branch which will further sends to BOP Karachi
branch for clearing and at the same process they send back the advice.
Example
If a BOP customer receives a cheque by a party of HBL DG-Khan. BOP
Lahore sends OBC to HBL DG-Khan for clearing. When HBL DG-Khan
clear the cheque they send clearing notice to BOP Bank, then BOP
credit the account of customer.
Example
36
Institutional
Facilitation
Technologies
(Pvt.)
Ltd.
was
Remittances
Negotiable Instruments
a) Draft on Demand
b) Pay Orders
c) ATM Cards
a) Draft on Demand
If one party does not trust the other party they request for Draft on
Demand instead of cheque. Draft on Demand minimizes the risk. D.D is the
bankers instrument. Bank issue the draft after verifying the status of
account of the party who is making this note in the favor of other party. After
issuing the draft now its banks responsibility to pay the cash to the party.
Note
b) Pay Order
If a party is not certain about other then the party requests for pay
order instead of cheque. Pay order minimize the risk. Pay order is the banks
instrument; bank issue the pay order after checking the status of account of
party who is making this note in the favor of other party.
38
After issuing the pay order now its bank responsibility to pay the cash to
party.
Note
c) ATM Cards
BOP Card offers convenient and 24-Hours-a-day, 365 days a year access
to ATMs across the country. When traveling within Pakistan, use the Card at
BOP own network of ATMs and hundreds of ATMs displaying either the 1-link
or M-Net symbols.
Eligibility
You can also apply for a Debit Card services if you are having BOP Card, if
you are maintaining a BOP PKR Current or Savings account, Single or Joint
account with either signatory authorized to operate the account, a further
supplementary card can also be issued to the second account holder. All BOP
Card holders use debit card facility.
Cash Withdrawal
39
Balance Enquiry
You can see the available balance in your account displayed
on the screen or obtain a printed advice.
At BOP ATMs
Fast Cash
You can withdraw up to Rs. 1000, 3000, 5000, 7000 and
10,000 upto 50,000 cash from your account(s).
Mini-Statement
The ATM shall provide you with an instant mini-statement of
your ATM linked accounts (declared by you on the application)
listing 10 last transactions in the account(s).
Pin Change
40
You may change the Personal Identification Number (PIN) through the own
ATMs any number of times.
3) Cash Department
The following books are maintained in the cash department.
Scroll Book
Token Book
When cash is received in counter, it is entered in the Scroll book and cash
receiving cashier book. At the close of the day these are balanced with each
other. When cheque or any negotiable instrument is presented at counter for
payment, it is entered in the token book and token is issued to the customer.
The token and cashier make entry in the payment book and after that
payment is made to the payee. At the closing of the day, the token book and
paying cashier book is balanced.
Opening Balance + Receipt Payments = Closing Balance
This is very important department because cash is the most liquid asset and
mostly frauds are made in this department, therefore, extra care is taken in
this department and nobody is allowed to enter or leave the area freely.
41
Register
Verifications of Signatures of Pensioners
ATM Network
BOP gives withdrawal facility anywhere within the boarder at any time
(24/7) service through its ATM machines. It is one of the banks whose ATM
machines are more than its branches. Currently BOP have 251 branches and
125 ATM machines spread in 74 cities of Pakistan.BOP provides Visa Debit
Card which allows customers to have unmatched transactional facility at
ATMs within the country or Outside with the additional advantages of making
purchase at Points of Sales machines anywhere in the world.
Internet Banking
You can access your account anywhere at any time through BOP Direct
Internet Banking. You can get your balance, can view your statement, can
transfer funds, can pay utilities and bills, or can view your history.
42
Phone Banking
You can access your account through BOP phone banking by giving your card
number and T-Pin 24/7. You can call Customer Service Call Center and can get
instant access to all the information that you need.
Part-II
1.4.1: THE DEPARTMENTS I WORKED IN:
Clearing Department
43
Remittance Department
Deposits Department
Credit Department
Government Department
1) DEPOSIT SLIPS
With the help of deposit slips, customers can deposit any amount of
cash, cheque, demand deposit, pay order etc. into their account. I was
instructed specifically to take into account the following information while
filling deposit slip:
The correct date indicating when the amount is deposited. If the
amount is deposited today then date should be the same day.
Account Number given to the individually to account holders by the
bank.
44
The title of account which may be the account holders name or the
name of his firm.
Amount given in figures and words on the slip should match each
other.
Currency should be mentioned whether euro, PKR, US$.
Any instrument number (cheque #, demand deposit #, pay order #
etc.) should be mentioned.
Signature by depositor at the left bottom of the slip.
After filling deposit slip I used to give receipt to the specific account holder
and voucher was then placed in pink basket for bank further proceeding.
There were basically two types of deposit slip:
Current account deposit slip was available for only current account
holders only. It was available in blue color. Current account holders
could use this slip for depositing their amount into account.
PLS Saving Deposit Slip was available in green color for all other
account holders either it is saving, term deposit etc.
2) CHEQUES
With the help of cheque one can withdraw any amount of cash. It was the
clear instruction from my supervisor Mr. Nouman that there should be no
error, cutting or overwriting whilst writing a cheque. That is why I paid full
attention while filling cheques because a little mistake of mine in any word
and spell can create problems resulting in customer dissatisfaction.
The information to be provided when writing cheques was
Name of the Bearer.
45
3) ONLINE PAYMENT
With the help of online payment, one can send its amount to any branch of
BOP which is online within few minutes.
Features of Online Payment
Money is only transferred from one branch to another branch of the
same bank.
Payer and Payee bank is the same but branches are different.
It is an unconditional form of payment.
Procedure for Online Payment
For online payment, a form was filled by the customer providing the following
information:
Name and Account number of Receiver/ Beneficiary.
Amount which was transferred.
Place and Branch code where amount is payable.
The mode in which money is to be paid i.e. cash or through cheque.
Name and Account of the individual sending the money.
46
Online Payment can be sent by account holder and non-account holder both.
For non-account holder a copy of CNIC is required.
Online charges are not same for both account holder and non-account holder.
4) DEMAND DRAFT
Demand draft is a tool through which individual can make payment
from one bank account to another. In this case, the drawer (the person
writing the draft) and drawee (bank giving money) bank is the same but
branches are different. Demand drafts are considered as a relatively secure
method for transferring funds or money. The major difference between
demand drafts and normal cheques are that demand drafts do not require a
signature in order to be cashed also known as Remotely Created Cheques.
For online payment, customer was required to fill voucher providing the
following information:
Name of the individual (Receiver/ Beneficiary).
Account number of Receiver (Optional).
Amount of cash which is to be transferred.
Specify the mode in which money is to be paid i.e. cash or through
cheque.
Name and Account of the individual sending the money.
Place (branch name or code) where amount would be payable.
CHARGES:
Charges were paid by customer other than their sending amount as
follow:
PKR 50 was charged up to the amount of PKR 50,000.
PKR 100 was charged up to the amount of PKR 100,000.
If the amount exceeded PKR 100,000 then 0.50% commission of
47
5) PAY ORDER
This was another mode for funds transfer. For pay order, customer was
required to fill voucher providing the following information:
CHARGES:
Pay Order charges for non-account holder are not same as Online
Charges, these are:
i.
Commission charged for the pay order was 406/- and the Federal
Excise Duty was PKR 32/- (FED on each 100RS is 16)
Commission charged for the pay order was 174/- and the Federal
Excise Duty was PKR 16/-
Only after submission of amount including charges by account or nonaccount holder was Pay Order issued.
48
issued where account number and title is printed. Mr. Adil while giving
cheque book to customer recorded its entry on Cheque Book Register.
A Cheque Book can be issued by consisting of 25, 50 and 100 Leaves
and rupees 3 are charged as per leave from customer.
i.
8). CLEARING:
The electronic system eliminates the use of paper bills, checks,
and mail, and it reduces the time and cost incurred presenting bills and
collecting payments. Many of the clearing houses belong to the Automated
Clearing House network to provide an electronic alternative to the traditional
paper-based check clearing systems. Clearing is the process of transmitting
and reconciling payment or transfer instructions, confirming payment orders,
or the security transfer instructions prior to settlement. Settlement is the
49
Cheques
Demand drafts
Pay orders
TYPES OF CLEARING
Local
Inward
Outwar
d
Intercity Clearance:
When a cheque came for clearance that was outside from the range that
BOP set, it would be under the intercity clearing. This type of clearing had
some charges.
Local Clearance:
50
When a cheque came for clearance that was inside the range, it would be
under the local clearing. This type of clearing was free from all charges.
range. For this purpose, BOP took NIFT services and made CCs.
NIFT Services
NIFT (National Institutional Facilitation Technologies Private Limited)
Stamping
I used to place three different stamps on cheque. Two stamps were
posted at the front of cheque that was crossing & clearance and one on the
back that was endorsement.
i. Crossing Stamp (Indicated that cheque is under the possession of Bank)ii.
Clearing Stamp (Indicated that cheque is presented for clearance and it has
complete in all aspects and fulfill all requirements)
51
Bundle Cover
Then cheques were attached with a Bundle Cover page in which total
amount & instrument number are mentioned and sent to the NIFT of that
city. NIFT directly presented cheques to the concerning bank/ branch.
Delivery Report
When cheques were presented to the NIFT then next day it sent a
Delivery Report which showed that the cheque had been delivered to the
NIFT.
After the Clearance, all cheques would be delivered to the main branch
of BOP. Main Branch will then send an advice to the Bank Square. On the
basis of that advice all accounts are credited.
Where the NIFT service was not available CC would be sent for clearance
of cheque.
For the Clearance of Cheques all cheques were recorded on Bills register
and CC number was allotted to those cheques. If these cheques were for any
other branch of BOP then they were directly sent to the branch of that city
and if cheques were for any other bank's branch then they were sent to BOP
Main Branch at that city where the bank sent these cheques for local
clearance.
52
53
54
7)
Account opening
If the account holder had no balance in its account and did not even try
to deposit any amount.
If account holder had involved in any unfair means.
Account could also be closed by the will of account holder itself
Express Money
Weston Union
Aftaab Currency Exchange
Al Insari
Dex International
Lulu International
Hafiz Brothers
UAE Exchange
56
Name Of Companies
Number
Of Digits
Express Money
Weston Union
Aftaab Currency Exchange
Al Insari
Dex International
Lulu International
Hafiz Brothers
UAE Exchange
16
10
13
08
11
14
13
14
A person who wanted to get money from these companies which are sent by
their relatives is come to BOP and go to relative counter. Tells the company
name and give the number of the transaction which he already know by
his/her relative. The authorized member checks the details by entering the
number in computerized system which is linked by the company.
The name of the person who is sending the money is already know who
come for receiving the money is asked by the authorized person. If its match
and the amount is matched then the payment order print is made with the
copy of Identity Card of the person who receiving the money and then that
person go to the cash counter for getting the payment.
57
58
system
itself
is
specifically
designed
to
give
student
59
2) CONCLUSION
The Bank Of Punjab plays a key role in the strategic national
development. The bank has historically been the financial arm of the
government and has enjoyed the blessings of state support in the form of
huge public sector funds and deposits.
In contrast to other banks populating the FSI sector, BOP is mandated
to uphold public interest. It is critical too as all other banks and NBF in public
sector have been closed down or merged with BOP.
The current management of Bank of Punjab was hired purely for their
international experience, business orientation to turn around a purely public
institution into a sustainable and commercially viable bank serving public
interest along the lines of a large modern commercial bank.
The BOP has effective budgeting system in place. Annual budget of the
bank is approved by the Board and monthly comparisons of actual results
with the budget are prepared and reviewed by the senior management.
The Bank of Punjab has a comprehensive framework of written policies
and procedures on all major areas of operations such as Credit, Treasury
Operations, Finance, Internal audit and Compliance approved by the Board.
60
62
Being the bank with largest branch network and capital structure in
Pakistan.BOP can avail economies/of scale by increasing monopolistic hold.
Due to its strong financial position the bank can conduct workshops for
the development of its staff effectively and can bear all the costs easily.
Support of SBP:
The SBP is providing complete Support to the BOP by its different policies
and other supporting activities.
Having monopolistic hold on the economy the BOP gain competitive edge
over other banks, the bank maintain better financial as well as physical and
other non-physical advantages.
Market Recognition
For the second consecutive year, BOP was recognized as the best bank in
Pakistan by the prestigious periodical, " The Banker" UK (a subsidiary of
Financial Times Group).
63
Opportunities
It is an external situation, which an organization can benefit from. BOP
can grab the following opportunities:
Growing policies of the Government on business and commerce sector
provides BOP an opportunity to efficiently meet the business people's
requirements of instant cash financing facilities.
Customer's feedback on different products and services has really
improved the bank's performance and encouraged the atmosphere for
other future policies.
Due to efficient and experienced management group, BOP can improve
and expand its foreign operations successfully.
3.) RECOMMENDATIONS
to achieve them.
The bank should maintain principle of professional management and
adhere to the sound and sophisticated banking rules and regulations to
build confidence of the people in the institution.
65
matters.
A committee of senior qualified expert staff should be physically
present at bank to receive complains by customers and catch the
sense of security.
A check and balance should be imposed on all employees violating
rules and regulations and a large amount of fine should be charge to
edge.
Separate information desk must be established in bank to facilitate the
4.)REFERENCES
1. http://www.BOP.com.pk/Publications/index.aspx, accessed 5sep
2013
2. http://www.scribd.com/doc/56505031/22/ROLE-OF-PUNJAB-BANKOF-PAKISTAN-IN-ECONOMIC-DEVELOPMENT,
accessed
31Aug
2013
66
Branch manager Mr. Rao Safdar Khan19 Aug 2013 around 12 o clock
Management training officer Mr. Dilshaad & Mr Baryaar, 28,29 Aug 2013
11:45am
Customer Facilitation Officer Ms. Wajiha, 9Sep 2013 3:00am
Cash Officer Mr. Fahad Mughal 13 Sep 2013 11:00am
67
Appendix
68
69
70
71
72
73
74
75