A SUMMER TRAINING REPORT ON"ORGANIZATIONAL STUDY OF H.D.F.C BANK" Project Carried Out At In the partial fulfillment of the study Master of Business Administration GUIDED BY: PROF- NIRAV DAVE H.O.D- M.B.A SUBMITTED BY: AKHIL BHATT M.B.A SEM-III YEAR 2009-10 SUBMITTED TO: SARVODAY COLLEGE OF MGT AND TECHNOLOGY LIMBDI DIST- SURENDRANAGAR S.C.M.T. AKHIL BHATT 1 S.C.M.T. AKHIL BHATT 2 PREFACE Banking industry is the primary requirement for the financial development of the country. Up to the mid after the liberalization, privatization, globalization process private sector bank, co operative bank and multi national banks have emerged strongly. The banking sector has the potential to become special sector of the next decade. In terms of savings mobilizing, employment generation, rural development and also financing the government in building up the infrastructure in the economy. Here as management student this to study and observe the overall development of the banking sector and how the market is influenced by the market of various players. I realized how theories, principals and the laws implied with the practical manner. Thus practical exposure of the industry is important to learn and observe for the management students. It was interesting to have summer placement / industrial training / project study at the HDFC Bank Ltd. I worked at waghawadi road main branch Bhavnagar and have tried my best to collect information on marketing, finance and human resource by visiting each of the department. S.C.M.T. AKHIL BHATT 3 This study could not have been successful without the valuable input of the customer of HDFC Bank. HIMANSHU TRIVEDI MR.T.C. CHETAN TRIVEDI for providing me an opportunity to carry out my summer training as such a well reputed and leading bank. S. At very outset of the training I deem it is my pious duty to express my sincere thanks to MR.HITESH SHAH Relationship manager Assistant manager Deputy manager P. KEYUR JANI MR. I find words inadequate to express my gratitude to Mr.RAGHVAN MR. Authorizer I would like to thank prof-Nirav dave who has guided me for my project work and provided encouragement throout my training period. HDFC BANK.B.ACKNOWLEDGEMENT To acknowledge is very great way to show your gratitude towards the persons who have contributed in your success in one or other way.M. AKHIL BHATT 4 . HDFC Bank gives 7 different types of current account and also gives flexibility of banking anytime. and one of the way is to deposit the money. Also banks provides different types of services to the customers like net banking. that is current account. S.M.C. There are many banks are available in the market and they gives different types of account services to the customers.EXECUTIVE SUMMARY There are three ways of depositing money in the banks. mobile banking. there satisfaction level. And the basic need of the people which they wants from the banks that is better services. My research is to find out & know that to what extent are the people of Bhavnagar aware of the current account facilities provided by the different banks. They are believed that the services are most important criteria for the improvement for any bank. But people of Bhavnagar are not much aware of these type of facility which are not available in the earlier days. More of the people are satisfied with there existing bank with their reason.T. A person usually deposit money in current for carrying out day to day transactions of business to carry on the work smoothly. AKHIL BHATT 5 . & come to know that what are there requirement. Most of the people are trusted on the national banks rather than the private banks weather they provided better services than national banks. I conducted my exploratory research through questionnaire & found that few people are aware of different facility provided by the bank and also different facility provided by the other bank. As the technology grows these many types of facilities developed which help to the customer in better way. anywhere and allows them to save more money while doing business across the country. phone banking. image of different type of bank in there mind and also area of improvement for the bank. INDEX General information WHAT IS BANKING? BANKING IN INDIA COMPANY PROFILE About HDFC Group About HDFC Bank COMPOSITON OF BOARD OF DIRECTORS ORGANISATION STRUCTURE OF BRANCH AWARDS AND ACHIEVEMENTS PROFILE OF BHAVNAGAR BRANCH ORGANIZATIONAL OBJECTIVES & GOALS PRODUCTS OF HDFC BANK SERVICES BY BANK MARKETING MANAGEMENT FINANCE DEPARTMENT HUMAN RSOURCE MANAGEMENT DATA ANALYSIS FINDINGS OF THE RESEARCH SWOT ANALYSIS OF HDFC BANK FINIDING & SUGGESTIONS CONCLUSION BIBLIOGRAPHY S. AKHIL BHATT 6 .M.T.C. T.C.S.M. AKHIL BHATT 7 . The basic services a bank provides are checking accounts.M.WHAT IS BANKING Bank is a business that provides financial service. banking services serve two primary purpose. This institution includes finance companies. Some banks (called bank of issue) issue banknotes as legal tender. This is extremely time consuming and inefficient. insurance companies. A commercial bank accepts deposit. saving banks. usually for profit. saving accounts and time deposit that can be used to save money for future use . first by supplying customers with the basic mediums of exchange (cash. AKHIL BHATT 8 . saving and loan association. collects. goods could only be exchange by barter. mortgage companies and real estate investment trust. pension funds. invest or safeguard money for its customer. Banking. lending money and processing transaction. loans that consumer and businesses can use to purchase goods and services . lends. security brokers and dealers. checking accounts. transfers. which can be used like money to make payment and purchase goods and services . and credit unions. and credit cards) bank play a key role in the way goods and services are purchased.C. A broader definition of a bank is any financial institution that receives. cashing and foreign Four types of banks specialize in offering these basic banking services: commercial banks. investment companies. Banking services are extremely important in a free market economy such as that found in Canada and the United states.and basic cash management services such as check currency exchange. investment banks. exchange.T. investment product. pays. Many banks offer ancillary financial services to make additional profit: for example – selling insurance product. Without this familiar method of payment. Traditional banking services include receiving deposit of money. the business of providing financial services to consumer and business. S. this in turn allows the economy to grow. without this flow.M.T.Second by accepting money deposit from savers and then lending the money to borrowers.C. S. banks encourage the flow of money to productive and investment. saving would not be able to build the new factories the economy needs to produce more goods and grow . Enabling the flow of money from savers to investors is called financial intermediation and it is extremely important to a free market economy. AKHIL BHATT 9 . By the 1900s. in Mumbai both of which were founded under private ownership. foreign banks like credit Lyonnais started their Calcutta operations in the 1850s. The oldest bank in existence in India is the state bank of India being established as "the bank of Bengal" in Calcutta in June 1806. This was followed by bank of Hindustan. Both these banks are now defunct. the Reserve Bank was nationalized and given border powers. a couple of decades later.C. After India's independence in 1947. at that point of time. the market expanded with the establishment of banks such as Punjab National Bank. in 1906. which was established in 1865. The first fully Indian owned bank was the Allahabad bank. mainly due to the trade of the British empire and the due to which banking activity took roots there and prospered. AKHIL BHATT 10 .M. Calcutta was the most active trading port. in 1895 in Lahore and Bank of India.BANKING INDIA Banking in India originated in the first decade of 18th century with general bank of India coming into existence in 1786. S.T. The Reserve bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. AKHIL BHATT 11 .T.C.M.S. ABOUT HDFC BANK REGISTERED OFFICE: CORPORATE OFFICE: Address HDFC Bank House Senapati Bapat Marg Lower Parel. Back Bay. H T Parekh Marg. hdfc. Maharashtra.T. Church Gate. Sterling Point. AKHIL BHATT 12 . Phone: 91-022-56521000 Fax: 91-022-24960737 Address Ramon House. 169. Bhavnagar. Mumbai 400 020. BHAVNAGAR BRANCH HDFC BANK LTD. 400013.C. Mumbai.com S.M. Websites www. Waghawadi Road. 364002. Reclamation. There are over 200 published articles by him. the Government of India honoured him with the Padma Bhushan Award. Gujarat.ABOUT HDFC GROUP If ever there was a man with a mission it was Hasmukhbhai Parekh. he went on to become a towering figure on the Indian financial scene. The London School of Economics & Political Science conferred on him an Mr.M. PAREKH is conferred the Padma Bhushan by the Government of India in the year 1992. Born in a traditional banking family in Surat. At the ripe age of 60. and it’s Chairman till 1993. Hasmukhbhai started his second dynamic life.. His vision for mortgage finance for housing gave birth to the Housing Development Finance Corporation – it was a trendsetter for housing finance in the whole Asian continent He was also a writer in his own right. as General Manager of the newly-formed Industrial Credit and Investment Corporation of India (ICICI). Founder and Chairman-Emeritus. even more illustrious than his first.T.C. Mr. long before that. of HDFC Group who left this earthly abode on November 18. Honorary Fellowship. The firm closed down in the late seventies.T. In 1956 he began his lifelong financial affair with the economic world. S. He rose to become Chairman and continued so till his retirement in 1972.He was one of the Founder Members of the Centre for Advancement of Philanthropy. Parekh started his financial career at Harkisandass Lukhmidass – a leading stock broking firm. 1994. In 1992. AKHIL BHATT 13 . H. but.. M.C M Vasudev Mr.Paresh Sukthankar.T.Vineet Jain S.COMPOSITION OF BOARD OF DIRECTIORS The Composition of the Board of Directors of the Bank is governed by the Companies Act. Harish Engineer and Mr.Pandit Palande Mr. Mr. AKHIL BHATT 14 . agriculture. 2008.Aditya Puri Mr.Gautam Divan Mr. Aditya Puri.Jagdish Capoor Mr.Arvind Pande Mr. the Banking Regulation Act.Renu Karnad Mr. The Board consists of eminent persons with considerable professional expertise and experience in banking. small scale industries and other related fields. 1949 and the listing requirements of the Indian Stock Exchanges where securities issued by the Bank are listed.Keki M Mistry Mr.C. The Bank has five independent directors and seven non-independent directors. All Directors other than Mr.Harish Engineer Mr. The Board has strength of 12 Directors as on March 31. Paresh Sukthankar are non-executive directors. finance. Mr.Ashim Samanta Mr. 1956. BOARD OF DIRECTORS Managing Director Director Director Director Director Executive Director Chairman Director Director Executive Director Director Director Mr. Keyur Jani S.M.ORG. Kamlesh Pipal ABM for Current a/c : Mr.B.Hitesh Shah IRM : Mr. Vijay Bhalani Relationship Manager : Mr. STRUCTURE OF HDFC AT BHAVNAGAR BRANCH BRANCH P. Himanshu Trivedi Teller Authorizer : Mr.T. AKHIL BHATT 15 . Authorisor : Mr.C. Business world Best listed Bank of India.Asia Pacific HRM Congress: 'Employer Brand of the Year 2007 -2008' Award . & many more Business Today 'Best Bank' Award Dun & Bradstreet – American Express Corporate Best Bank Award 2007 'Corporate Best Bank' Award The Bombay Stock Exchange and Nesscom Foundation's Business for Social Responsibility Awards 2007 'Best Corporate Social Responsibility Practice' Award Outlook Money & NDTV Profit Best Bank Award in the Private sector category.First Runner up. Forbes Magazine One of Asia Pacific's Best 50 companies. The Asset Magazine's Triple A Country Awards Best Domestic Bank.C. The Asian Banker Excellence in Retail Financial Services Awards Best Retail Bank in India Business Today Best Bank in India. Asiamoney Awards Best Local Cash Management Bank in Large and Medium segments.T. AKHIL BHATT 16 . S.M.AWARDS AND ACHIEVEMENTS Business Today-Monitor Group survey One of India's "Most Innovative Companies" Financial Express-Ernst & Young Award Best Bank Award in the Private Sector category Global HR Excellence Awards . C. BHAVNAGAR 0278-2572173/74 TELEPHONE NO. branch was awarded for generating the Highest number of leads for current accounts. In December 2006 the Branch Manager Mr. 3). As a title of “THE FASTEST MILLION YOU MADE THE DIFFERENCE” 2). WAGHAWADI ROAD. AKHIL BHATT 17 .M. YEAR OF 1994 STABLISHMENT MEMBERS CHETAN TRIVEDI (BRANCH MANAGER) KEYUR JANI (RELATIONSHIP MANAGER) PRANAV JANI (RELATIONSHIP MANAGER) 4 PERSONNEL BANKERS Awards in Bhavnagar branch There are so many awards and achievements in HDFC BANK Bhavnagar branch as described below 1). 4). Chetan Trivedi was certified with excellence For being the top branch manager for two wheeler vehicle loan in a month in west region S.T.PROFILE OF BHAVNAGAR BRANCH NAME ADDERESS HDFC BANK GOPI ARCADE. STERLING POINT . In financial year 2005-06 the branch was awarded for second highest selling of life insurance business in Saurashtra and Kutchh cluster. During January 2007 through march 2007 . In December 2004 Bhavnagar branch was awarded for maximum selling of Credit card. To provide consistently high returns to shareholders. ORGANIZATIONAL GOALS: To develop close relationships with individuals households.ORGANIZATION OBJECTIVES & GOALS BUSINESS OBJECTIVES: The main objectives of HDFC are divided into two parts. To grow through diversification by leveraging off the existing client base S.T. Second objective is to increase the flow of resources to the housing sector by integrating the housing finance sector with the overall domestic financial markets.C. which are as under: First and foremost objective is to enhance residential housing stock in the country through the provision of housing finance in a systematic and professional manner.M. To maintain it’s position as the premier housing finance institution in the country. and to promote home ownership. To transform ideas into variable and creative solutions. AKHIL BHATT 18 . a strong market reputation. HDFC was ideally positioned to promote a bank in the Indian environment. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments.C. PROMOTOR HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. AKHIL BHATT 19 . and to achieve healthy growth in profitability. Since its inception in 1977. With its experience in the financial markets.COMPANY PROFILE The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. India. The bank is committed to maintain the S. the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages.M. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. consistent with the bank's risk appetite. as part of the RBI's liberalization of the Indian Banking Industry in 1994. with its registered office in Mumbai.T. large shareholder base and unique consumer franchise. Its outstanding loan portfolio covers well over a million dwelling units. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited'. 1% of the bank's equity and about 19. Plus/Cirrus and American Express Credit/Charge cardholders S. All branches are linked on an online real-time basis.Operational Excellence. The paid-up capital is Rs. Being a clearing/settlement bank to various leading stock exchanges. professional integrity.T. Visa Electron/Maestro. corporate governance and regulatory compliance. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Moreover. The Bank also has a network of about over networked ATMs across these cities.5 billion). Customer Focus. Customers in over 120 locations are also serviced through Telephone Banking.3.M.450 crore (Rs.4% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). CAPITAL STRUCTURE The authorized capital of HDFC Bank is Rs. HDFC Bank's business philosophy is based on four core values .9 crore (Rs. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol "HDB". Roughly 31.000 shareholders. Product Leadership and People. the Bank has branches in the centers where the NSE/BSE have a strong and active member base. HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard. AKHIL BHATT 20 . Mumbai and the National Stock Exchange. The Bank at present has an enviable network of over branches spread over cities across India.C.1 billion). The HDFC Group holds 22.3% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 190. The shares are listed on the Stock Exchange. DISTRIBUTION NETWORK HDFC Bank is headquartered in Mumbai.4.highest level of ethical standards.311. AKHIL BHATT 21 .MANAGEMENT Mr. TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. to build the infrastructure for a world class bank.C. Prior to this. All the bank's branches have online connectivity. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy. industry and commercial banking. the bank believes that its people are a significant competitive strength. and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. expertise and technology to create a competitive advantage and build market share. has been a professional banker for over 25 years. Jagdish Capoor took over as the bank's Chairman in July 2001. The Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry.T. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. the Bank has succeeded in leveraging its market position. In each of its businesses. Mr. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. administration. which enables the bank to offer speedy funds transfer facilities to its customers. Mr. Aditya Puri.M. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. Capoor was a Deputy Governor of the Reserve Bank of India. The Bank has made substantial efforts and investments in acquiring the best technology available internationally. S. Senior executives representing HDFC are also on the Board. the Bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals. For these customers. as well as through alternative delivery channels like ATMs.T. companies from the domestic business houses and prime public sector companies. cash management. stock exchange members and banks. The bank has three key business segments: WHOLESALE BANKING SERVICES The Bank's target market ranges from large. giving the customer a one-stop window for all his/her banking requirements.C. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers.M. AKHIL BHATT 22 .BUSINESS HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The products are backed by world-class service and delivered to the customers through the growing branch network. Phone Banking. the Bank provides a wide range of commercial and transactional banking services. the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of S. mutual funds. including working capital finance. blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporate and agro-based businesses. etc. which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. The HDFC Bank Preferred program for high net worth individuals. RETAIL BANKING SERVICES The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services. The bank is also a leading provider of structured solutions. NetBanking and Mobile Banking. trade services. transactional services. Based on its superior product delivery / service levels and strong customer orientation. and Equities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio. TREASURY Within this business.M. the bank is required to hold 25% of its deposits in government securities. The Bank also has a wide array of retail loan products including Auto Loans. CARE has also rated the bank's Certificate of Deposit (CD) programmed "PR 1+" which represents "superior capacity for repayment of short term promissory obligations". Ltd. information and advice on various investment avenues. Local Currency Money Market & Debt Securities.000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments.customers who seek distinct financial solutions. advice and product structures. corporate need more sophisticated risk management information.C. the bank had a total card base (debit and credit cards) of 5. RATINGS CREDIT RATING The Bank has its deposit programs rated by two rating agencies . the bank has three main product areas .Credit Analysis & Research Limited (CARE) and Fitch Ratings India Private Limited. 2005. The Bank's Fixed Deposit programmed has been rated 'CARE AAA (FD)' [Triple A] by CARE.) has assigned the "tAAA ( ind )" rating to the Bank's S. (100% subsidiary of Fitch Inc. carrying negligible investment risk". To comply with statutory reserve requirements. These and fine pricing on various treasury products are provided through the bank's Treasury team. With the liberalization of the financial markets in India. Fitch Ratings India Pvt. The Bank is also one of the leading players in the "merchant acquiring" business with over 50. which represents instruments considered to be "of the best quality.2 million cards. AKHIL BHATT 23 . The Bank launched its credit card business in late 2001.Foreign Exchange and Derivatives.T. By September 30. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the Mastercard Maestro debit card as well. S. In each of the cases referred to above.C.M. the ratings awarded were the highest assigned by the rating agency for those instruments. The Bank also has its long term unsecured. This rating indicates "highest credit quality" where "protection factors are very high". CARE has assigned the rating of "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt. AKHIL BHATT 24 . with the outlook on the rating as "stable". has assigned the rating "AAA (ind)" with the outlook on the rating as "stable".deposit programmed. CRISIL has assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programmed and Upper Tier II Bond issue. Ltd.T. CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL Ltd. mutual funds.25 million customers. S. AKHIL BHATT 25 . Its miss ion is to be a world-class Indian bank. it is recognized as a leading provider of cash management and transactional banking solutions to corporate customers. Today it is among several banks vying for the customers who have not experienced the benefits of private banking. HDFC Bank today has more than 3. On the wholesale services front. including commercial. and it provides a wide range of services in wholesale and retail banking. In a fiercely competitive market place. transactional and branch banking. investment. stock exchange members and banks.C.CURRENT SITUATION OF THE BANK HDFC Bank is one of India’s leading banking and financial services institutions. Increasing revenue in the face of fierce competition HDFC Bank was among the first privatized banks to be set up in India after the liberalization of the Indian banking industry.T. the bank knows that growing its bottom-line is dependant largely on increasing returns from existing customers.M. while adding new customers to its portfolio. FUTURE PLANS HDFC has always been market-oriented and dynamic with respect to resource mobilization as well as its lending programme. This renders it more than capable to meet the new challenges that have emerged. Over the years, HDFC has developed a vast client base of borrowers, depositors, share holders and agents, and it hopes to capitalize on this loyal and satisfied client base for future growth. HDFC has developed a network of institutions through partnerships with some of the best institutions in the world, for providing specialized financial services. Each institution is being fine- tuned for a specific market, while offering the entire HDFC customer base the highest standards of quality in product design, facilities and services. Times bank merger will give HDFC Bank a greater reach in terms of an expanded network, which will touch 107 branches and an increased customer base. The bank has also invested 26% each in the equity of computer age management services and ACSYS system software India as strategic investment. While computer age is a well established player in the distribution of a range of mutual fund products, ACSYS is into developing software that caters to distributors of financial products and mutual funds. S.C.M.T. AKHIL BHATT 26 S.C.M.T. AKHIL BHATT 27 MARKETING DEPARTMENT Speaking to business line , AJAY KELKAR, Head, Marketing, H.D.F.C BANK said this initiatives are especially targeted at those consumer who are not aware about the banks various value added services such as direct banking facilities. we are going to demonstrate the advantages of net banking and mobile banking, as these concept are relatively new to people living in smaller town and cities. The bank has also launched another initiative called business ki baatein, which is targeted at areas where the population comprises small businessman. KELKAR said that the bank would get experts to talk on a number of issues such as value added tax and sales tax. HDFC, said kelkar, has been successful in reducing its customers attrition by almost 15-20 % ever since its data-led customer analysis system, uncial was set up last year. it enables them to measure the efficiency of the campaigns. test every campaign at each and every step, experiment with creative and media .there are learning that can immediately be incorporated into the next campaigns. These campaigns provide them with information about every costumers preferences used for mass media communication, making it more effective. they can measure the result of a campaign through the sales that they make and the customers that they added. there is a clear return on investment, which from a functional point of view gives team a stronger voice. they have also been able to reduce their add spends by about 10-15 % and have reduced the cost of acquisition. S.C.M.T. AKHIL BHATT 28 KELKAR said that the banks focus in future would be to enhance its database marketing initiatives. which specialize in predicting HDFC BANKS marketing team in various initiatives of growing the retail business quickly and cost effectively. Fractal will also help the bank solve the problem of ever increasing customer acquisition cost and reducing customer loyalty. fractal .C.T. HDFC has been using analytics for taking informed marketing decision. The marketing programmes would involve acquisition of customers profitably by reducing compaign costs. AKHIL BHATT 29 . We plan to invest close to Rs 12crore to create the environment that is required to support customer intelligence that leads to data based marketing. Fractal's analytics-based marketing solutions span which the entire lifecycle of customer relationship right from customer acquisition to customer retention to customer value management. leveraging the existing relationships and proactively retaining existing customers.M. cross selling various asset and liability products to the existing customers. HDFC has chartered an extensive customer lifecycle based marketing campaign calendar for this and the forthcoming fiscal. S. Fractal claims to use numerous advanced statistical modeling methodologies backed by strong banking expertise for building predictive models and scorecards that help its clients take business decisions more effectively and efficiently. is expected to give HDFC an upper hand in understanding the needs and circumstances of their customers. Fractal will help the bank use information to reach new customer and to build nature and maximize lasting customer relationship. thereby. and that the bank has managed to maintain that growth rate on a consistent basis. Unica has been recognized by Gartner as the leading player in this field. the Bank also conducts event-based marketing. Through this tool. etc. especially loans. which is a very creditable performance. which have recorded growth of over 100 percent over the last year. Bank have set up a team to conduct marketing campaigns in a scientific manner using customer data.T. and one of the very few in Asia. they have been able to intelligently use the 4-5 terabytes of customer data available in its warehouse. testing every compaign every step of the way. There are learnings that can immediately be absorbed and incorporated in the next campaigns. and these campaigns in a way provide them with information about S. in the product mix. AKHIL BHATT 30 . there have been a number of segments. the marketing analytics initiative enables them to measure the efficacy of the campaigns.GROWTH IN LAST FEW YEARS Over the last few years. MARKETING INITIATIVES TAKING BY THE BANK HDFC Bank is possibly the only bank in India. media. However. lifecycle.C. HDFC Bank as a whole has been growing steadily at a rate of 30 percent or so. using marketing automation technology provided by Unica. usage patterns. These initiatives also complement their media-based marketing as well as on-theground marketing activities.M. messages. to have embarked on a data-led marketing analytics campaigns initiative. etc. preferences. which remain important in the bigger scheme of things. However. experimenting with creatives. S. and SMS for communicating their massage to their targeted audience as they are the most cost-effective routes of addressing our core target audiences with maximum degree of customization possible. AKHIL BHATT 31 . e-mails.T. making those more effective.M. HDFC Bank has been predominantly using direct mailers. Media vehicles used for send their massage to reach their target customers.C.customer choices and preferences that can be used for mass media communication. T.C. AKHIL BHATT 32 .M.S. The outsider’s point of viewed mainly from the point of investment bankers. merger. 2001 had 131 outlets spread across 53 cities. Finance is the lifeblood of the organization.FINANCE DEPARTMENT Finance department is broadly concerned with the acquisition of funds by a business firm. The focus of financial management was mainly on certain episodic event like formation.M. It draws heavily on related subjects and fields of study namely economics. Finance management as an integral part of the overall management is not a totally independent area. According to HDFC BANK Ltd. production. 2009: Issued 50 crore Redeemable Subordinated Bonds to increase Capital Adequacy Ratio. the institution and procedures used in capital market. plan.C.’s AGM on JUNE 1. and control its financial affairs. issuance of capital.T. which had come down to 11. and the legal aspect of financial events formed the core of financial management. Bank has plans to increase this number to 160 by year-end. leaders. As on date of AGM total outlets increased to 134. and other outside interests. accounting. and liquidation in the life cycle of the firm. S. The instrument of financing. HDFC Bank as on March 31. AKHIL BHATT 33 .19%. re-organization. How large should be the firm and how fast should it grow? What should be the mix of firm’s assets? What should be the mix of the firm’s financing? How should the firm analysis. Following are the main features of financial management.09% from 12. Approach was mainly descriptive and institutional. Ten new outlets are planned for Maharashtra. and quantitative methods. major expansion. marketing. 58. These advances were made to corporates with "AAA" rating for short tenure and Bank has recovered these amounts in the current year. Bank sees these years as consolidation period. All HDFC Bank branches and head office undergo Concurrent Audit. HDFC Bank is the largest issuer of debit cards in the country. AKHIL BHATT 34 . Money at call and short notice with banks went up from Rs 487 crore in March to Rs 1. Investments.T. These include loans to farmers and investments in NABARD and Rural Electrification. HDFC Bank has made 15% advances to Agriculture sector.357 crore in March 2001. Out of the stipulated norm of 40% advances to priority sector by RBI. In 2007 the total amount was 30. SALES 12000 10000 8000 6000 4000 2000 0 2006-2007 2007-2008 2008-2009 S. Investment is most important get reward from any where because through the investment we can get such reword which are very helpful to us.C.M. 393. The reason for less than proportionate growth in Net Profit is due to investments made for future growth. Total number of employees for Depository services is 142 and this segment contributed Rs 7 crore to Net Profit. 564. As a part of generating revenue Hdfc invest amount in 2008 the total amount is 49. HDFC’s reported a 80% increase in top line in FY 2001 and 75% increase in bottom line. 32 Lakhs. HDFC Bank serves 5 lakh accounts in Demat Services segment. Unsecured advances went up from Rs 239 crore in March 2000 to Rs 683 crore in March 2001. Bank found this opportunity giving good returns and funds were parked with overseas accounts. C.NET INTEREST INCOME 600000 500000 400000 300000 200000 100000 0 2006-2007 2007-2008 2008-2009 NET REVENUE 800000 600000 400000 200000 0 2006-2007 2007-2008 2008-2009 PROFIT AFTER TAX 200000 150000 100000 50000 0 2006-2007 2007-2008 2008-2009 S.M. AKHIL BHATT 35 .T. T.M.67 261641.55 4195.78 5299.99 18821.98 35061.33 Standard Chartered SBI 904.29 11901.11 249. AKHIL BHATT 36 .26 70.67 27644.87 5866.55 4653.55 4242.DEPOSITS 12000000 10000000 8000000 6000000 4000000 2000000 0 2006-2007 2007-2008 2008-2009 Competitive analysis: Banks Net Profit Net Worth Total Income Advances to Loans Book Value Cash Flows From Operating Activities HDFC Bank 870.85 3729.3 S.53 5688.24 1724.1 Citibank 705.07 22205.68 1314.76 ICICI Bank 2540.26 169.09 43243.32 83.61 3276.37 3968.25 5910.84 4406.53 525.12 146163.C. M.S. AKHIL BHATT 37 .T.C. Psychology from lady Shriram Colege. Importance of HRP 1. Coping with Change 3. The HR department is present in Mumbai. assessing personnel supply and matching demand supply actors through personnel related programmes. To adopt International Strategies 6.A. Delhi and MBA HR from Tata Institute of Social Sutdies. Hyderabad. including the trainers. Chandigadh. All people here in HR are MBAs. Creating Highly Talented Personnel 4. The planning process is influenced by overall organizational objectives and the environment of business. Delhi. except for those handling HR operations.C. Future Personnel Need 2. protection of Weaker Section 5. Foundation for Personnel Functions 7. Pune and Lucknow.T.M. Ahmedabad. HUMAN RESOURCE PLANNING "Human resource planning is the process of forecasting a firm's future demand for and supply of the right type of people in the fight number". She has done her B. The planning process: HRP essentially involve forecasting personnel needs. Bangalore. AKHIL BHATT 38 . Resistance to Change and Move S.HUMAN RESOURCE MANAGEMENT Mandeep Maitra is the Country Head HR at HDFC Bank. Chennai. The HR department at HDFC bank has 54 people. Kolkata. Increasing Investment in Human Resource 8. T. AKHIL BHATT 39 . how many people will be available and what must be done to ensure that personnel supply equals personnel supply equals personnel demand at the appropriate point in the future. which helpful to achieve efficiency of bank in their various services.HR Planning Process Environment Organizational objectives and polices H R Need Forecast H R Supply Forecast H R programming HRP Implementation Control and Evaluation of Programme Surplus restricted Hiring Reduced Hours Shortage Recuritment and Selection HRP help to any organization for the estimation of how many qualified people are necessary to carry out the assigned activities.M.C. S. Determine the present and future requirement of the organization in conjunction with its other activities. Help to reduce the probability that job applicants once recruited and selected will leave the organization only after a short period of time. at the right place.Reason behind success of any organization is efficient system of Human Resource Planning activities carries out by their human resource department. How HRP stand helpful to HDFC Bank: Future personnel needs: Parts of strategic planning : Creating highly talented work force: International banking Strategies: Foundations of Personnel functions: Increasing investment in human to survive long-term: RECRUITMENT: "Recruitment involves attracting and obtaining as many applications as possible from eligible job seekers". Helpful to attract the pool of job candidates at minimum cost. at the fight time. capable of effectively and efficiently completing those tasks that will helps the organization achieve its overall objectives.T. HDFC bank also follow the golden system and try to implement those system in their organization well. Help increase the success rate of the selection process by reducing number of unqualified employees in the prior evaluation. Human Resource Planning is the process by which an organization ensures that it has the right number and kind of people. AKHIL BHATT 40 .C. S.M. Conduct background checks over the internet.M.T. Currently. AKHIL BHATT 41 . direct potential hires to a special website for online skill assessment. Companies benefit immensely through cost savings. And manage the entire process with web-based software. interview candidates via videoconferencing. Meet the organization legal and social obligation regarding the composition of its workforce Sources of Recruitment. From the job seekers S. employers can electronically screen candidate's soft attributes. Speed enhancement and worldwide candidate reach which the internet offers.C. Trade Association Present Employees Advertisement Employee Referrals EmploymentExchange Campus recruitment Former Employees Walk-ins interviews Previous Applicants E-Recruiting E-Recruiting Perhaps no method has ever had as revolutionary an effect on recruitment practices as the internet. There are respective company websites devoted in some manner to job posing activities. SELECTION : ''Selection is the processes of differentiating between applicants in order in identifies and hire those with a greater likelihood of success in a job''. Problems notwithstanding.M.interview Selection Test Final Interview Reference & Background Analysis Selection Decision Medical Clarification Offer Letter Employment Agreement S.C.T. AKHIL BHATT 42 . both job givers as well as job seekers find internet as the most effective source of recruiting and its usage in the days to come will be all pervasive.perspective the internet allows for searches over a broader array of geographic and company posting than was possible before. Selection Processs : Telephonic . engineers and other graduates.Swagat – covers products and business of the bank. They realize they need both and the pricing for both is different.Com. Today the requirement is not just globalization. then the senior manager says that the bank is able to attract IIM graduates after they have worked for 3 to 5 years of work experience and they have experienced the real world and are likely to be less disillusioned. They do speak to current employers and ask question about performance and integrity. asset skills were relatively rare.M. changing the market demand and supply. as organization starts looking for individuals as solution specialist rather than product specialists. They hire B.RECRUITMENT & SELECTION HDFC bank's campus strategy is to look at tier one campuses like Bajaj. Then.T. as foreign banks got out of many asset businesses. but localization. TRAINING & DEVELOPMENT Skills requirement is cyclical and depends on stage in which the business is in to. They go to 70 business schools. Ludhiana. They has a need to locate people in 500 + branches across 300 cities. Baroda. IMI. HDFC bank starts it selection process according to its schedule to the selection of deserved candidates. SCMHRD. It has become one of their most preferred channel and S. Their induction program . as well as MBA's. there were lots of people available. there will be a shortage of generalists. After the completion of recruitment process. though they don't use detectives. I come to know in my observation that bank often don't recruit from IIMs. treasury skills are difficult to find as lots of people are going overseas.Com. When I asked about this . Four years ago. It is focused on developing skills and values. M. AKHIL BHATT 43 .C. SP Jain. covering far away places like Bhuvaneshwar. etc and not only IIM'S. There is a dearth of individuals who have relevant skills to manage private and corporate banking. Students from these institute understand the psychology of the up country customers and are ambitious about working for private sector banks. Down the road. They are swinging between generalists and specialist. They take screening very seriously. Four years ago they started an internal employee referral program called 'Karo Sifarish'. etc. They are even hiring managers from rural background. But even now. To achieve this they hire people from various towns and cities. soft skills' training has risen from being non-existent to 30% of the training efforts. marketing. Vedanta. to spend half a day with they senior management. Leadership Excellence. communication skills and attitudes Increase job satisfaction and recognition Moves a person towards personal goals while improving interactive skills Satisfies personal needs of the trainer Provides the trainee an avenue for growth and a say in his own future S. to spend half a day with they senior management. frustration and conflict Provides information for improving leadership. responsibility and advancement are internalized. etc. behavioral leadership. Bank has a strategic tie-up with IIM Ahmedabad for a 9 day program covering. AKHIL BHATT 44 . economics. Now. Earlier the focus was 100% on hard skills. The cost impact is minimal and the benefits manifold. Managerial grid and Stephen Haines. Most training programs are delivered in house.contributes significantly to talent acquisition. growth. Bank seeds its 30 of vice presidents every year as a part of leadership development plan. motivational variables of recognition. the 'Back Pack Trainers' take classes after office hours and this has been much appreciated. The in house training staff comprises of 17 people. art of living. Aids in encouraging and achieving self-development and self-confidence Helps a person handle stress. chairman of strategic management.M. CEO. Personal Effectiveness. They invite guest lecture such as Bruce Carlson. achievement. BENEFITS TO THE INDIVIDUAL WHICH ULYMATELY BENEFIT TO THE HDFC BANK Helps the individual in marketing better decisions and effective problem solving Through training and development. quantitative. People in the smaller cities were missing out as training program was being held in larger metros. etc. knowledge. Open Spaces Technology. They organize various programs including outbound experiential learning. except for highly technical ones such as derivatives.C.T. They started sending their trainers to the remote locations about 15 months back. tension. corporate communications. they advertise it internally. Their Performance management system is their 'signature' system. As an organization they have started celebrating success. but the profile that they work for. AKHIL BHATT 45 . who are looking for fast tracking their career and want exposure quickly.T. In the senior levels. They have one of the lowest rates of attrition. S. Talent retention is a challenge today. parties as national and regional levels. Another challenge is managing expectations of youngsters. award nights and outings. Today they have foreign tours. Middle management onwards their salaries here are good. they may not be lured by money alone. Women have been rising up the ranks in the bank.C.M. Banks philosophy is that it is better to lose a person to another department than to another bank. Bank gives ample opportunity to those who seek job rotation. it is about 12% and in the top management. At the junior level. This organization was very cost conscious. If they have a new opening. it is about 6 to 9%. over 33% of the workforce in consumer and retail banking comprises of women. Develops a sense of growth in learning Helps a person develop speaking and listening skills Helps eliminate fear in attempting new tasks BEST PRACTICES The most important thing in HR is to hold the confidence of people. T.C.S. AKHIL BHATT 46 .M. faster collection of outstation cheques (payable at branch locations). business regularly requires to receive and send funds to various cities in the country. Convenience to withdraw & deposit cash at all our branches* 300 "At Par" cheque leaves free per month.PLUS CURRENT ACCOUNT In today's fast-paced world.T. their priority services have become the benchmark for banking efficiency. AKHIL BHATT 47 . Free anywhere collection & payment transactions (clearing) within HDFC Bank branch network (except Dahej). FEATURES AND BENEFITS Free Account to account funds transfer between HDFC Bank accounts Free payment and collection through RTGS. up to Rs. From special cheques that get treated at par with local ones in any city where a branch. Plus Current Account requires to maintain an average quarterly balance of Rs.000. Free payment and collection using NEFT (through Netbanking) Free up to 50 Demand Drafts per month and can be issued from any HDFC Bank Branch Free up to 50 Pay Orders (PO) per month and can be issued from any HDFC Bank Branch. Register for InstaAlert service and receive updates on your account as and when the select transaction happens .100 lacs per month. 100. HDFC Bank Plus Current Account gives the power of inter-city banking with a single account and access to more than cities.C. free account to account funds transfer between HDFC Bank accounts to Free inter-city clearing of up to 100 lakhs per month.M.all this without visiting the branch or ATM! S. 000/.50 per Rs.50.000/.25 Lacs per month.50. Internet and through the ATM. Free Pay Order (PO) above Rs.at flat cost of Rs. Free RTGS collection. RTGS payment @ Rs.000/-. offers Payable-At-Par cheque book facility & FREE inter-city clearing transactions across our network up to Rs. 25.25/Free NEFT Transactions. AKHIL BHATT 48 . up to Rs.and can be issued from any HDFC Bank Branch .100.000/.100. Pay Order up to Rs.M.per transaction.50.1. min Rs.1.the phone. FEATURES & BENEFITS Free anywhere collection & payment within HDFC Bank branch network (except Dahej). and through direct access channels .at nominal cost of Rs.000/. Inter-city Account to accounts funds transfer between HDFC Bank accounts at a nominal charge of Rs.25 lacs per month. Demand drafts up to Rs.40/-.100.per transactions.100.000/-. DDs above Rs.000/.40/-. 100 "At Par" cheque leaves free per month S. POs above Rs.50.000/-.100/.at nominal cost of Rs. incremental amount to be charged @ Rs.C.15/. mobile.at flat cost of Rs.000/.T. that requires an average quarterly balance of only Rs. Free Demand Drafts (DD) above Rs.& up to Rs. You can avail benefits of inter-city banking account with Premium Current Account.000. A Current Account with the benefits of accessing your account from a large network of branches.PREMIUM CURRENT ACCOUNT Business needs a partner who can manage your finances while you concentrate on growing your business.25/.25/and can be issued from any HDFC Bank Branch .& up to Rs. AKHIL BHATT 49 .000.all this without visiting the branch or ATM! S.000/-.40/-.000/. Payable at par cheque book at nominal price.100/.C.& up to Rs.50. Register for InstaAlert service and receive updates on your account as and when the select transaction happens . Free Pay Order (PO) above Rs.at nominal cost of Rs.REGULAR CURRENT ACCOUNT A Current account is ideal for carrying out day-to-day business transactions. Demand drafts up to Rs.15/.at flat cost of Rs.000/. DDs above Rs.000/. you can keep track of all your transactions anytime. POs above Rs.100.100..M. With a vast network of branches in cities all over the country.per transactions Free Demand Drafts (DD) above Rs.000/.25/. RTGS payment @ Rs.T.100.50.000/-.& up to Rs.50. Regular Current Account requires you to maintain an average quarterly balance of only Rs. With the HDFC Bank Regular Current Account. you can access your account anytime. pay using payable at par cheque or deposit cheque at any HDFC bank branch.at nominal cost of Rs.25/. and access to a multitude of ATM's.000/. It also facilitates FREE NEFT transactions & FREE RTGS collections for faster collections in your account.at flat cost of Rs. FEATURES & BENEFITS Convenient inter-city banking : Deposit your local cheques in one branch of a city and have it credited to your account at a branch in another city or make payments across HDFC Bank locations using PAP cheque facility at a nominal rate Free payments and collections through NEFT Free RTGS collection. Pay Order up to Rs.40/-.000/. 10. anywhere.100.per transaction Inter-city Account to accounts funds transfer between HDFC Bank accounts at a nominal charge of Rs.50. Phone Banking and Mobile Banking facilities.REIMBURSEMENT ACCOUNT No more paperwork. No need to maintain a minimum balance (Zero Balance Account) Receive a separate cheque book (on request) for your Reimbursement Account.M. Receive half-yearly statements of all your reimbursements. Request your company to directly credit cash payments to the Reimbursement Account. As an employed individual. AKHIL BHATT 50 . Utilize Net Banking. no more receipts to keep track of . Choose from either your Salary Account or your Reimbursement Account when withdrawing cash from HDFC Bank ATMs. How to Open a Reimbursement Account Procure an Account Opening Document (AOD) from HDFC Bank.a hassle-free account that allows you to deposit the reimbursements you receive from your company on a monthly basis. FEATURES & BENEFITS Easily distinguish between reimbursements and basic monthly salary.T. thus doing away with filing individual receipts. you will need to open an HDFC Bank Salary Account through your company S. (If you have just joined.C. first request your company to open up a Salary Account for you). your Salary Account as well as your new Reimbursement Account. Mention your Salary Account number and your Debit Card number on the AOD so that your Debit card can be linked to both. ELIGIBILITY The Reimbursement Account is aimed at salaried employees. Great Britain Pound or Euro. This is an individual level account and cannot be jointly held with other account holders. If you are a new customer to the bank. How to Open a RFC Domestic Account Choose the currency in which you wish to operate. FEATURES & BENEFITS Maintains a record of your foreign exchange transactions through monthly statements. you will first need to open either a current or savings account with HDFC Bank. HUF and Minors are not eligible to open such accounts.M. Enjoy preferential rates when converting your foreign currency into Indian Rupees. AKHIL BHATT 51 . Currently Partnership. You can choose to set up your account either in US Dollar.C. Protects you from losing money due to exchange rate fluctuations. Open your account with an initial amount as per the following-US Dollar = 250 | Great Britain Pound = 200 | Euro = 250 and maintain an Average Quarterly Balance of the same amount.T. Proprietorship. S. ELIGIBILITY All Resident Indians (Individuals) having either a current or savings account with HDFC Bank can open a RFC Domestic Account.RFC DOMESTIC ACCOUNT To manage your foreign currency efficiently. you will have to initially deposit the following amount: US Dollar = 250 | Great Britain Pound = 200 | Euro = 250 You must maintain an Average Quarterly Balance (AQB) of the same amount.ACCOUNT OPERATION Depending on the Foreign Currency in which you wish to operate the account.US Dollars = 10 | Great Britain Pound = 7 | Euro = 10 S.M. The following is chargeable if you are not able to maintain the AQB. AKHIL BHATT 52 .C.T. and time is of the essence. Register for InstaAlert service and receive updates on your account as and when the select transaction happens . Now.M. a channel. which is convenient. to free account to account funds transfer between HDFC Bank accounts. to free inter-city clearing of up to 50 lakhs per month.T. Convenience to withdraw & deposit cash at all our branches* 200 "At Par" cheque leaves per free month .all this without visiting the branch or ATM! HDFC Bank offers you Doorstep Banking*. S. Free anywhere collection & payment within HDFC Bank branch network (except Dahej). through a reputed agency. From special cheques that get treated at par with local ones in any city where we have a branch. you need to transfer funds across cities. secure and hassle-free. Free up to 30 Pay Orders (PO) per month and can be issued from any HDFC Bank Branch. FEATURES & BENEFITS Free Account to account funds transfer between HDFC Bank accounts. Trade Current Account requires you to maintain an average quarterly balance of Rs.C. AKHIL BHATT 53 . HDFC Bank Trade Current Account gives you the power of intercity banking with a single account. our priority services have become the benchmark for banking efficiency. 40.TRADE CURRENT ACCOUNT In today's changing business requirements. Free RTGS/NEFT Transactions.50 lacs per month. up to Rs. you can enjoy the benefits of banking right at your doorstep. The Bank will arrange to render the services like Cash & Cheque Pickup and Cash Delivery. Free up to 30 Demand Drafts (DD) per month and can be issued from any HDFC Bank Branch.000. 000. What’s more. Collections & Funds Transfer as well as Cash Deposit at home location branches based on the AMB maintained Pay your vendors on a real time basis using Real Time Gross Settlement (RTGS) available across 23. during peak seasons. AKHIL BHATT 54 .T.000 + Bank Branches of more than 50 Banks through Net Banking using National Electronic Fund Transfer (NEFT). payments and collections through RTGS are completely free! Make and receive remittances to & from your vendors & customers across 20. So. Flexi Current Account requires you to maintain a minimum Average Monthly Balance (AMB) of just Rs.M. 75. Absolutely Free! Free 40 Demand Drafts & Free 40 Pay Orders issued from any HDFC Bank Branch* Convenience to withdraw and deposit cash at all our branches. you get the benefit of higher transaction limits due to the higher average balances maintained in your account. With HDFC Bank Flexi Current Account your Cash Deposit and Anywhere Transaction limits are a multiple of the balance you maintain in your Current Account. Competitive pricing on Demand Drafts drawn on Correspondent Banking Locations as well as Outstation Cheque Collection at HDFC Bank Locations InstaAlert service . FEATURES & BENEFITS Enjoy dynamic free limits on Intercity Payments.C.FLEXI CURRENT ACCOUNT HDFC Bank Flexi Current Account is the answer to your changing banking needs during peak seasons.receive updates on your account as and when the select transaction happens – all this without visiting the Branch or ATM! S.000 Bank Branches*. NetBanking lets you manage your account from the comfort of your mouse anytime. FEATURES View Account Balances & Statements Transfer Funds between accounts Create Fixed Deposits Online Request a Demand Draft Pay Bills Order a Cheque Book Request Stop Payment on a Cheque And lots more BENEFITS Internet Banking is the most convenient and powerful way to manage your account. or turns to wait for. anywhere.M. S. giving you complete control over your finances There are no queues to stand in. NetBanking is Real Time. It can be accessed anytime.NET BANKING NetBanking is HDFC Bank's Internet Banking service. Providing up-to-the-second account information. AKHIL BHATT 55 .C. With NetBanking you are in control. from anywhere. giving you up-to-the-second details on your account.T. 000Weekly account balance Salary Credits* Utility bill payment due Alert ELIGIBILITY To register for InstaAlert.M.000/Rs. 5. 5. FEES InstaAlert is FREE for all Savings Accounts .INSTA ALERT To receive updates on your account as and when the select transaction happens . 50/. 5. 000/ Rs.000 Account Balance below Rs. 50.T.000/ Rs.per quarter S. 000/ Rs. 50. AKHIL BHATT 56 .000/ Rs.10. 50. Debit transactions greater than Rs. 20.000/ Rs.all this without visiting the branch or ATM. 20.000/Rs.C.000 Credit in account greater than Rs.10. 20. 000/ Rs. You can get services from insta alert like. Current Accounts are charged at Rs.000/Rs. Both Resident and Non Resident Indians are eligible. all you need is a Saving or Current account (Sole Proprietorship/Partnership/Other Corporate) with HDFC Bank.10. EMAIL STATEMENT HDFC Bank introduces Email Statements for all its Savings & Current account holders. based on the date of account opening. Even if you are registered for hold mails. If you have a current account you can opt for daily / weekly / monthly Email Statements Physical statements will be discontinued if you opt for Email Statements.C. print it or save it on a CD. You can now receive your statements via email without any delays. S. FEATURES & BENEFITS Email Statements are FREE. You also have the option to maintain the statement on email. Get information on our new products and mandatory information online. Email Statements will follow a staggered cycle. If you have a savings account you will get monthly Email Statements. AKHIL BHATT 57 . you can opt for Email Statements. Email Statements will be non-combined statements.T.M. The primary account of your Debit / ATM card will be debited.per day on your ATM Card and up to Rs.Withdraw up to Rs. 15. AKHIL BHATT 58 .500/-.Get details of the last 9 transactions on your account with the mini-statement.C. and can be accessed by all domestic and international MasterCard.T.You can also transfer money from one of your accounts to another. Cirrus or Maestro and VISA Electron cardholders for cash withdrawals and balance inquiries. along with your balance.000 on your Debit Card.M. REGENERATE INTERNET PIN .Make payment of your HDFC Bank credit card bill using the ATM.000/.10. S. The fast cash option saves your time by providing the cash in denominations of Rs.Get information about status of a cheque issued to your account. VIEW ACCOUNT BALANCES & MINI-STATEMENTS . CHEQUE STATUS ENQUIRY . ORDER A CHEQUE BOOK / ACCOUNT STATEMENT TRANSFER FUNDS BETWEEN ACCOUNTS . A maximum of 5 Saving and 5 Current Accounts can be linked. Both accounts must be linked to your ATM Card and Customer ID.Request for re-generation of Internet PIN (IPIN) for your Cust ID 24-HOUR ACCESS TO CASH . CREDIT CARD PAYMENT .ATM Global Network HDFC Bank ATMs are a part of the VISA International Plus ATM Network and the MasterCard International Cirrus ATM Network. You can deposit cash or cheques into your account and the ATM will immediately print a receipt for the same. 15/- S. 110/- Rs.You can conveniently change your PIN (given at the time of opening your account) whenever you wish.Simply select a product and all the information you require will be displayed on the screen. PAY YOUR UTILITY BILLS .80/. AKHIL BHATT 59 .C.If you are an HDFC Bank Account holder and a prepaid customer.T. you can now refill your prepaid card with our Prepaid Refill service. However. at Petrol Pumps and Railway stations transaction charges are levied as per Industry practice TRANSACTION CASH WITHDRAWAL BALANCE INQUIRY NIL Domestic Visa/ Plus ATMs and Cirrus ATMs International Visa/ Plus ATMs and Cirrus ATMs Rs. a comprehensive bill payments solution. LEARN ABOUT ALL OUR OTHER PRODUCTS . DEPOSIT CASH OR CHEQUES . TRANSACTION FEES There is no charge for using the card at HDFC Bank ATMs There is no charge for using the card at a Merchant location.Pay your cellular.(Plus Taxes) Rs.REFILL YOUR PREPAID CARD .M.17. CHANGE YOUR PIN . telephone and electricity bills through the ATM using BillPay. AKHIL BHATT 60 .com Enter your Customer ID and Password Go to Third Party Funds Transfer and select Visa Money Transfer Enter Transfer details. Convenience at its best .C.a facility through which you can now transfer funds to any Visa Card (debit or credit) within India at your own convenience through HDFC Bank's NetBanking facility. KEY BENEFITS Transfer funds from your account to any Visa Card (debit or credit) within India.VISA MONEY TRANSFER HDFC Bank brings to you Visa Money Transfer .T. safer & easier way PROCESS FOR REGISTRATION Log on to NetBanking page on hdfcbank.Sender and Recipient Information Confirm transaction S.No queuing up at Bank branches or waiting for your DD to be delivered at your home/office! Transfer money at "negligible cost'' in much faster.M. The best credit cards are available here. Besides arming you with unmatched spending power. So whether you are looking to add to your buying power. CLASSIC CARDS Silver Credit Card Choose Internationally accepted Silver Credit Card and enter a world of privileges and savings. S. AKHIL BHATT 61 . conducting cashless shopping. extra protection for your family.C. our Credit Cards are designed to meet your unique needs. Choose one that's tailored for you. including even the online credit cards service Netsafe. or budgeting your expenditure.M. You can rest assured with the Health Plus Credit Card. Health Plus Credit Card Cashless Mediclaim.T. you will find a card that suits you.CRADIT CARD Our range of Cards help you meet your financial objectives. discounts at participating hospitals. SPECIAL BENEFIT CARDS Value Plus Credit Card A true value card that enables you to avail 5% cash back on all your purchases. a recognition of those who have "arrived in life". Titanium Credit Card Limited Edition card with 24X7 concierge services.A very premium offering for the truly elite. Platinum Plus Credit Card India's only Platinum Credit Card with exclusive travel and preferential benefits . Come experience the world of many contended moments. World MasterCard HDFC Bank presents India's First World MasterCard Credit Card .M.C. Apply for HDFC Bank Woman's Gold credit card. Enjoy a world of exclusive privileges on your HDFC Bank Platinum Plus Credit Card.T. a card with tailor-made premium privileges that complement a discerning lifestyle. S. zero surcharge on fuel and accelerated two-tier rewards programm. . Visa Signature Credit Card A card for the rarest of the rare A card with unique and exclusive privileges that complement your refinement and style.PREMIUM CARDS Gold Credit Card A card to match your premium lifestyle with features like special offers on air and train ticketing. AKHIL BHATT 62 . Woman's Gold Card Enjoy the benefits of the best premium card made specifically for women. assured 50% discounts on hotel tariffs. and rewards redemption against air miles. unlike cash which can be stolen and misused by anybody. Payment for medical treatment abroad And all other permitted purposes as per the RBI guidelines S.FOREIGN EXCHANGE AND TRADE SERVICES If you need to deal in foreign currency and keep tabs on exchange rates every now and then. GMAT etc. AUD and CAD from our branches offering Foreign Exchange facilities. You could avail of Foreign Currency Cash in USD. paying for taxis / internal travel. immediately. HDFC Bank has a range of products and services that you can choose from to transact smoothly. Loss of Travellers Cheque can be reported anywhere in the world by making a single phone and the pre-fixed amount on the cheques are made refundable. food expenses etc. TRAVELLERS CHEQUES Travellers Cheques are a safe and easy way to protect your money when you travel. make payments etc. GBP.M.C. 2. EURO. efficiently and in a timely manner. 1. You can encash them only when you need to. transfer monies to India. and only against your signature. FOREIGN CURRENCY DRAFTS Payment of University fees abroad Making a gift remittance to a friend or relative Payment of application fees for various exams like TOEFL . FOREIGN CURRENCY CASH Foreign Currency Cash is a convenient way of meeting personal expenses along your journey. 3. AKHIL BHATT 63 .T.. HDFC Bank will then have the cheques sent for collection and the funds will be credited to your account in Indian Rupees. FOREX SERVICES BRANCH LOCATOR Now foreign exchange facilities can be availed by customers who do not have accounts with us at any of our branches transacting in Foreign Exchange. TC's and FCY DD's from any our branch and also encash your TC's and Cash at our branches (available at select branches only). 5. Hong Kong Dollars and Swiss Francs. 6. Canadian Dollars. is that of FCY Cash that has to be made available to the Captain of the Ship for covering Crew wages or for other expenses on board the ship.4. JPY.M. AKHIL BHATT 64 . UAE Dirhams. GBP. Australian Dollars. Euro.A convenient way to remit money. Cheque Box . We accept cheques of various currencies like USD. Telegraphic transfer . CASH TO MASTER Often. One of the major requirements during such temporary stays.C. 7. foreign ships travel through India and dock their vessels at various ports / harbors in the country. currently available for NRIs in the US and Europe.Remittance of money through our Correspondent Banks.T. You can buy FCY Cash. CHEQUE DEPOSITS You can directly deposit your foreign currency cheques in to your saving or current account. S. REMITTANCES HDFC Bank offers you the remittance facilities by which you can to send and receive money to your loved ones. They are categorized depending on your location and the urgency with which you want the money transferred. T.S.M.C. AKHIL BHATT 65 . Most of the respondent gives their preference for the SBI BANK that is 32.44 %.66 % believe that their existing bank is better than other bank. Respondent use insta alert facility at the most that is 73 numbers than other like net banking or phone or mobile banking.22 % for better service criteria for the opining an account.T. Respondent gives most consideration on service while opining an account in any bank and also it is major criteria for improvement of any bank. There are 86. The respondent are opining current account in the bank mainly for there daily transaction purpose that is 82. S.44 % and also same cash deposite limit that is 54.C.66 % respondent satisfy with their existing bank and also 76.22 % There are also few number of respondent who are opening current account for their share market purpose and for the brokerage house purpose. Reason for low transation is that most of the respondent having small or medium size firm or shop. Most of the respondent 64 % are opining their account in Nationalized bank rather than the Private or any other. AKHIL BHATT 66 .M. There are more no of respondent are use their current account for 10000 to 25000 for their cash withdrawal that is 74.FINDINGS Respondent more give consideration on services which are given by the bank when opining an account in the bank. To make focus on the rural side because there is lot of potential in this part where much of concentration is not made rather then having a full flagged branch bank has to develop its mobile branch like that of the other government banks so as to expand its area towards villages and towns. which will lead to attract more and more number of investors. HDFC bank takes charges on transaction of cash which deposit to other branches of it. So bank should have to eliminate these charges as it is not taken by other banks. which are flourished with or where there is abundant of money. here they are lacking behind because per the experience now a days in rural areas also there is lot of potential for this type of bank. it should be between thousand to two thousand and they should have to consider the charges of 750 Rs and try to reduce it.M. In marketing mix especially the promotion part should be developed like opening balance of the account should be less than two thousand five hundred i. Bank should have to give cash pick up. HDFC bank is not accepting cash deposit from third-party but this facility is provided by other banks like UTI etc. It focuses only on the areas.T.e. In case of charges they should have competitive charges as compared to that of other banks so that the investors who all are forwarding themselves towards other bank will divert their mind and will happily invest with HDFC.SUGGESTIONS Its marketing people should be through with knowledge of the product and their features.C. AKHIL BHATT 67 . Bank should have to provide this facility. The number of ATM centers should be increased so that it would be stand as assets for them at the time when they require the attention of the investors. S. cash delivery and cheque pick up to and from the customers which can also increase their customer base. HDFC’S distribution network is the biggest strength of the company. The bank has less concentration in rural areas. S. WEAKNESS Scale. at least by Indian standards Lowest funding costs Best access among Indian banks to capital markets CRISIL assigns AAA rating to HDFC bank on 4/11/2005 which indicates sound position in the sector. HDFC has strong management to operate its function. HDFC bank is not accepting cash deposit from third-party. fund Transfer in regular current a/c than other nationalize bank.C. HDFC bank is taking higher charges on Demand draft. In private sector banking.M. HDFC bank is giving low interest rate on housing finance than other private banks.T.SWOT ANALYSIS OF HDFC BANK STRENGTHS Cutting edge technology. some state banks are larger – much larger though sitting targets right now The company has large amount of non-performing loans. HDFC bank has the highest number of branches in semi-urban area. The bank has connection with SWIFT international network for easy transfer of money. AKHIL BHATT 68 . So. THREATS Due to government liberalization and globalization policy. Company also has opportunity from the dissatisfaction of the customers of public sector bank and foreign bank.T. with a large unfulfilled need gap. a bank that offered the best of both worlds had a ready and waiting market. This has intensified the competition Liquidity in co operative banks also make problem for the private banks. banking sector became open for everybody. S.C.M. Either that or they “go nuts” in trying to compete Indian Economic growth peters off. AKHIL BHATT 69 . newer and newer private and foreign firms are opening their branches in India.OPPORTUNITY Fast growing Indian economy and massive rise of middle class Rapid expansion of distribution network and retail offerings Low valuation Depreciating dollar The polarized banking scenario. Miracle restructuring of state banks. Company gets benefit by minimizing the remedies of both private bank and foreign bank. S. AKHIL BHATT 70 .C.M.T. A programme.T. The tough and competitive works done by its employees has made me aware about the needs to change with the changing environment to survive in the competitive market.C. My through study of all the organizational departments has also made me aware about how all the departments try to coordinate each other & led the bank towards the peak of profits. The regular and routine decisions taken by the managers of different department so as to let the working go on smoothly without any hindrances. Bhavnagar branch. My training has also taught me how the private sector banks works in this competitive and fast moving environment. finance and human resource departments work in a coordinated way and how the branch manager tries to join all the different hands with each other.B. It also gave me an elaborated study of the organizational study of the Bank. especially from the marketing point of view. marketing. has lead me to learn that how the banks work efficiently although in this competitive era. I came to know how to deal with the clients. My training gave me a good learning and gave me an idea about the practicality of the theories which I have learned as a part of my study syllabus in my M. AKHIL BHATT 71 . From this one & half month of training I have learnt that practical knowledge is very necessary in any field. It has also made me aware of regular maintenance of the branch and its employees.M. It also gave me idea how the banks works and are managed by its executives the whole day. The training lead me to understand how all the departments of the bank namely operations.CONCLUSION From the training. S. The bankers are trying to provide a wide range of products and services and very efficient services to its customers. My training at HDFC Bank. My one and half month experience says that its easy to learn theories but you should know how to apply them practically than only you can put yourself in this environment.C. The bank has provided me the learning of how the customers blindly believe on the banks and how the bankers try to retain it patiently. S. They also try to maintain the good organizational culture and discipline in the organization which is suitable and healthy for all who are working over there and who are directly or indirectly attached to the bank including its customers. his subordinates to their senior officers along with its customers. My learning says that it is not an easy task to remain stand through in this competitive era. The updated knowledge of not everything but the basic is necessary in this world. The professionalism is the most important thing which I noticed.M. AKHIL BHATT 72 .T. It has also gave me an idea how the managers at top level talk and behave very nicely and cordially with the staff right from the watch man. HDFCBANK.G Agrawal and Associates.personalfn.M.com S. MAGAZINE Banking finance. 11th edition. March 2005 NEWSPAPERS Business standard Economics times WEBSITES www. Editor R.COM www.T.hdfc. AKHIL BHATT 73 . “Marketing Management”.www.C.com search engine .com www.Google.BIBLIOGRAPHY BOOKS Philip Kotler. Pearson education Asia Publication.