Gift University1 I N THE NAME OF ALLAH, THE MOST MERCI FUL, THE MOST BENEFI CI AL. Gift University 2 I NTERNSHI P REPORT PROJ ECT ON MUSLI M COMMERCI AL BANK SUBMI TTED TO: SI R NAVEED AHMED MUGHAL SUBMI TTED BY: NOSHABA AHSAN 13224003 DEPARTMENT OF COMMERCE GI FT UNI VERSI TY GUJ RANWALA Gift University 3 Gift University 4 ACKNOWLEDGMENT By the grace of ALLAH and with the assistance of whole staff of the MCB branch I make this internship a great learning for me. So I would like to acknowledge all those people who help me throughout the internship phase. Also to my parents who always help me in different aspects. I feel highly indebted and grateful and consider it my duty to pay my thanks to: ALLAH ALMIGHTY: for the guidance, strength and courage originating from Him, in accomplishment of this job. Gift University 5 DEDICATION This report and all my work and efforts to accomplish This report is dedicated to my beloved Parents and affectionate teachers who have encouraged and supported Me in the field of study, and every other field Of life and my best friend who has helped me a lot. Gift University 6 PREFACE ALLAH says in the Holy Quran, "Man finds nothing but for what he struggles". Man is always mistaken. The only thing that a man can do is struggle. Actions are in the hand of a man but the results are always in the hands of ALLAH Almighty. Being a student of B.COM Hons, it was a struggle demanding deed to prepare internship report on MCB. I have made efforts and struggles to my extent but the results; let's see what comes from it. Considering the significance of service sector, I decided to select the organization which is related to it i-e MCB (The Muslim Commercial Bank) which plays a major role in the development of the country. Everyone knows the role of banking in services industry. So I finalized The MCB Bank as my concerned organization as it performs a large number of services in the whole country. This was my 1st practical experience ever. As I started the work of internship, I thought about how to start but now as I am writing these words by the grace of ALLAH. Gift University 7 Acknowledgment………. .………………………………….4 Dedication……………………………………………………5 Preface ………………………………………………………6 Introduction To Report………………………………………10 Introduction To MCB…………………………………………11 MCB Tower ……………………………………………………13 Highlights Of Tower……………………………………………14 Mission ………………………………………………………….32 Vision………………………………………………………….…32 Core Values………………………………………………………33 OVERVIEW OF THE ORGANIZATION History………………………………………………………….12 Nature of the organization……………………………………15-16 Business volume…………………………………………………17 Number of employees……………………………………………17 Product lines……………………………………………………18-31 Gift University 8 hirechery……………………………………………………34 ORGANIZATION STRUCTURE Main offices………………………………………………35 Organization structure…………………………………..36 Financial analysis…………………………………………37-41 Marketing strategy………………………………………43-46 Major competitor…………………………………………47 HR and policies……………………………………………48-49 Future prospectus…………………………………………50 OVERVIEW OF THE DEPERTMENT Number of employees……………………………………52-54 Function and operations…………………………………55-56 SWOT analysis……………………………………………57-60 Critical analysis……………………………………………61-63 RESPONSIBILITIES AS A INTERNEE Purpose Of Internship………………………………………64 Reason Of Choice………………………………………………64 Personal Objectives…………………………………………66-67 Reporting Duties…………………………………………………65 Problems Identification……………………………………………70 Gift University 9 Recommendations ……………………………………………71-72 Conclusion………………………………………………………73 Refrences ………………………………………………………74 Gift University 10 I NTRODUCTI ON TO REPORT The report is about to provide an overview of The Muslim Commercial Bank and its business in Pakistan. It describes the history of The Muslim Commercial Bank and defines the different segments of the bank like Products and functions of the bank. This report describes the working of different departments at MCB Bank like operation, credits, account opening, remittance, clearing, cash and foreign trade. It also gives the brief description of financial position of MCB Bank as compared to other banks. The main reason of bank‟s existence is to accept the deposits of people who have surplus money and lend it to those who need it for their business. This report also provides the opportunity to get information about some of its products. Its vast network is providing excellent products to its customers. Gift University 11 I NTRODUCTI ON OF MCB BANK MCB Bank Limited, with more than 60 years of experience as one of the leading banks in Pakistan, was incorporated on July 9 in 1947. The bank has journeyed remarkable tenure of more than half a century of competitively edged and well positioned heights of success by deploying quality banking, heads on technological developments, professionally leading management and prudent and ethical work methodologies. MCB was nationalized along with other private banks in 1974 as part of Government of Pakistan's economic reform movement and was later privatized to Nishat Group lead consortium in 1991. Since privatization, MCB's growth has been phenomenal. Today, MCB in one of the largest foreign banks in Sri Lanka, the first bank in Pakistan to launch Global Depository Receipts (GDR) in 2006, has strategic foreign partnership with May bank of Malaysia which holds 20% shares in MCB through its wholly owned subsidiary May bank International Trust (Labuan) Berhad since 2008, has international indirect regional presence in Dubai (UAE), Bahrain, Azerbaijan, Hong Kong and Sri Lanka and serving through a domestic network of over 1,150 branches and over 690 ATMs across Pakistan with a customer base of 4.96 million (apprx.) MCB is reputed as one of the most sounds financial institution and as one of the leading banks in Pakistan with a deposit base of PKR.545 billion (apprx.) and total assets of PKR 766 billion (apprx.). The bank is versed as one of the oldest and most responsible banks in Pakistan and has played pivotal role in representing the country on global platforms while being one of the few institutions that are recognised and traded in the international market. The bank has also been acknowledged though prestigious recognition and awards by Euromoney, MMT, Asia Money, SAFA (SAARC), The Asset and The Asian Banker. Gift University 12 HI STORY OF MCB BANK MCB bank limited was incorporated by the Adam jee group on July 9,1947under the Indian companies act (vii) as a limited company. The bank was established with a view to provide banking facilities to the business community of the south Asia. The bank was nationalized in 1974 during the government of Zulifqar Ali Bhutto. This was the first bank was privatize in 1991and the bank was purchase by a consortium of Pakistani corporate group led by Nishat group. As of June 2008 the Nishat group owns a majority stake in the bank. The president of the bank is M.U.A Usmani. Mian Muhammad Mansha is the chairman of the group and also MCB bank and has played instrumental rule in its success. Gift University 13 THE MUSLI M COMMERCI AL BANK TOWER A Vision of the Future The modern, urbane architecture and intelligent design of MCB Tower reflect MCB‟s pioneering role in the banking arena, providing cutting edge, innovative banking solution- leading with an edge of technology. Setting Ever-Higher Standards Towering at 116 meters, with 29 levels and 3 basements, MCB tower is the tallest building in Pakistan. It is a sound representation of MCB‟s leadership position in the banking sector, testified by four “best bank in Pakistan” Euro money Awards in five years. Strong Foundation MCB tower is a manifestation of MCB‟s strong foundation with over 50 years of banking excellence and represents our commitment to always stay a step ahead. Understanding At all levels From individual customers to corporate and commercial clients, MCB‟s flexible solutions reach out to a diversified audience -reflected in all levels of MCB tower Gift University 14 HI GHLI GHT OF TOWER Specialized secant piling works to protect adjacent buildings during construction of the 3 basement levels & foundation. One of the most integrated safety and security features with 24 x 7 surveillance system including smart card access to prevent unauthorized entry at any level. From furniture design to signages, MCB tower has been designed with exquisite attention to detail. The bank produces its own power by 1.2 MW gas turbine backed-up by two separate diesel generating sets. The heat recovery system insured that the heat produced thus is used to operate the chillers for the central air conditioning system thereby achieving an unprecedented level of power / energy consumption. State of the art Fire / Smoke detection Alarm and sprinklised suppression system backed-up by a central fire fighting system. Rooftop garden and gymnasium with unparalleled views of the city skyline 6 high speed Elevators with a unique call system which identifies, allocates and assigns each passenger to a particular elevator to optimize their wait and travel time. Double insulated glazing to reduce heat loss by upto 30 % and reduce noise level significantly. The glass used is specially tempered to increase strength 5 times, eliminating the risk of damage. Construction of the helipad for helicopter access and egress in case of fire. Gift University 15 Nature of the Organization MCB Bank Limited is a banking company incorporated in Pakistan and is engaged in commercial banking and related services. It is basically a financial institution. The Bank‟s ordinary shares are listed on all the stock exchanges in Pakistan whereas it‟s Global Depository Receipts (GDRs) representing two ordinary shares are traded on the International Order Book (IOB) system of the London Stock Exchange.MCB Bank Limited is a Pakistan-based company. The Bank operates in four business segments: • Corporate finance • Trading and sales • Retail and consumer banking • Commercial banking Corporate Finance Corporate finance includes underwriting, securitization, investment banking, syndications; initial public offerings (IPO) related activities (excluding investments) and secondary private placements. Gift University 16 Trading & Sales Trading & sales segment includes fixed income, equity, foreign exchange commodities, lending‟s to financial institutions and brokerage debt. Retail & Consumer Banking Retail & consumer banking includes retail lending and deposits, banking services, private lending and deposits, banking services and retail offered to its retail customers and small and medium enterprises. Commercial Banking Commercial banking segment includes project finance, export finance, trade finance, leasing, lending, guarantees and bills of exchange relating to its corporate customers. MCB is one of the leading banks of Pakistan. Its deposit base of Rs. 368 Billion and total assets over Rs.500 Billion. MCB soon earned the reputation of a solid and conservative financial institution managed by expatriate executives. In 1974, MCB was nationalized along with all other private sector banks. The Bank has a customer base of approximately 4 million, a nationwide distribution network of over 1,000 branches and over 450 ATMs in the market During the last fifteen years, the Bank has concentrated on growth through improving service quality, investment in technology and people, utilizing its extensive branch network, developing a large and stable deposit base. Gift University 17 Business Volume Rupees In Millions Year 2013 2012 2011 Total Assets 765,899 653,233 567,553 Deposits 545,061 491,189 431,372 Advances 239,583 227,580 254,552 Investments 402,069 316,652 213,061 Share holders equity 88,157 78,915 69,180 Before-tax profit 32,054 31,483 26,253 After tax profit 20,941 19,425 16,873 Earnings per share 11.49 23.08 20.18 Number of branches 1,187 1,173 1,132 Number of employees 10,612 10,090 9,583 Number of Employees 2013 2012 2011 Number of Permanent Employees 10,612 10,090 9,583 Gift University 18 Product Lines Gift University 19 Current Account MCB Bank offers a variety of current accounts to cater the everyday transactional needs of various customers. These accounts ensure ease and freedom to bank from any of the 1100+ branches across the country. The different accounts include: the Basic Banking Account that has no minimum balance requirement; Business Account offering free online transactions, Demand Drafts, Pay Orders and lots more to meet the day-to-day business requirements; Current Life Account that offers the security of life insurance free of cost; and for all others, the conventional Current Account. Savings Account MCB Bank offers a wide array of savings products that suit short-term growth and transactional needs. Our savings accounts offer attractive profit rates as well as flexibility to transact. Savings Xtra is targeted for customers having Rs. 5 million + deposit and 365 Gold offers profit rates on daily balances with no minimum balance requirements. In addition, two unique products, i.e. Smart Savings and Savings Maximizer, are special saving accounts run solely via debit cards and other remote banking channels, offering a very competitive rate to both high and low-end savers. Khushali Bachat Account Khushali Bachat Account, a Rupee savings account is one of MCB Bank‟s most popular products. Due to the low initial deposit, the account can be opened by people from all walks of life and still avail the facility of daily product profit calculation. Gift University 20 Term Deposit MCB Term Deposits offer attractive short to mid-term investment options with flexibility, convenience and security. With various tenor options available, customers can choose one that suits their needs. This is combined with different profit pay-out options and the added facility of being able to avail credit facility against their deposits. MCB Online Banking MCB has a fast growing network of 1100+ online branches in the country providing customers real-time online transaction facilities. MCB MNET MNET is an electronic inter-bank connectivity platform for online transactions on ATM and other remote banking channels. It offers other value added services that include a portfolio of e- banking and payment system products as well as management and day-to-day operations of the same. Members include 10 local and foreign financial institutions enjoying ATM sharing and value added services. Gift University 21 MCB Cash Management Cash Management provides a wide range of value-added services to large corporations through its vast network of online branches. Our structured and customized products enable our customers to realize their sales proceeds swiftly from all over the country, supported by real-time MIS. Cash Management also provides payment solutions through MCB network, dividend pay- outs, custodian banking and utility companies‟ bills processing. MCB Channel Financing MCB Channel financing provides working capital facilities to dealers and vendors of selected companies under a structured product programme. This product enables our customer‟s dealers to leverage themselves and increase their business capacity with their respective business partners. MCB Local Correspondent Banking Transaction Banking Department at MCB provides Local Rupee Drawing Arrangement, a product for small banks and financial institutions to use our vast branch network platform to make payments in areas where their own branch network does not exist, thus extending their reach nationwide. Gift University 22 MCB Home Remittance MCB Home Remittances offers unmatched services for overseas Pakistanis to send money home FAST and FREE at no cost across Pakistan through MCB‟s large network of over 1100 branches. Money can be sent FREE & INSTANT through our international send agents like MoneyGram, Xpress Money and many others. We also offer facility to Overseas Pakistanis to open accounts in their home country through our “Motherland account”. This is designed to allow transferring of funds to your family & loved ones through your own personal account back home. MCB Corporate Financing MCB Corporate Financing provides access to diversified financing options, including working capital loans, term loans, trade finance services and investment banking. MCB Project & Structured Finance MCB Project & Structured Finance involves financing complex projects, usually in an SPV structure, where the loan is tightly structured around the cash flows, risks are allocated amongst various stakeholders, and there is limited or no recourse to the sponsors. MCB Syndicated Loans and Debt Capital Markets Gift University 23 MCB Syndicated Loans and Debt Capital Markets involves arrangement, underwriting and placement services for significant financing requirements by large corporate and institutional clients to other financial institutions or through the debt capital markets. MCB Quasi Equity/Hybrid Instruments MCB Quasi Equity/Hybrid Instruments structure and place a category of debt that has some characteristics of equity such as being unsecured, subordinated or with a potential equity upside. MCB Equity Capital Raising MCB Equity Capital Raising relates to raising capital for our clients by offering common or preferred equity to public or private investors, through initial public offers, offers for sale, rights issues and private equity placements. MCB Advisory Services Financial and Capital Raising Advisory provides our clients with financial advisory services, commercial structuring support and access to capital resources to help companies successfully finance their business/project. MCB Islamic Banking Gift University 24 MCB-Islamic Banking Group provides Shariah-compliant products and services both on the liability and asset sides to various customers of all demographic segments to cater a wide range of Working Capital, CapitalExpenditures, Trade Business and Consumer requirements. In addition to existing Shariah-compliant IB products, Islamic Banking Group also provides customized solutions to its valued customers for execution of complex financial transactions. Furthermore, Islamic Banking Group also provides Shariah advisory services in structuring of various syndicated transactions for its valued customers. To facilitate its valued clients, MCB Islamic Banking has also increased outreach of its dedicated Islamic Banking branches to the tune of 27 in 14 cities across the country. MCB Agri Products MCB is committed to the farming community to support their national objectives of self- sufficiency and food security to the people of Pakistan. Dedicated and specialized staff, supervised by the Agri Credit Division, is posted in lending branches to cater for strong business relationships and facilitation. The bank‟s extensive branch network in all the provinces and diversified product range extends our reach of agri credit facilities to encompass both crop and non-crop sectors. MCB Trade Products Trade Products provides a wide range of standard as well as tailor-made products and solutions to trade customers from all walks of life. Despite having inventory of standard market products in refined shape, specific new-to-market products include: “Quick-LC”, which is an internal design of desktop application allowing customers to type-in and print out LC application form. Gift University 25 The “XFlex” solution facilitates external export business for customers in cases where transportation of documents is not available at the counters of MCB‟s discounting/financing branch on the date of extending financing. “MCB-TRIMS” facilitates the financing of inland trade through the involvement of MCB at both ends thereby allowing an exporter to get receivables discounted, i.e. the exporter receives payment in a giventime (in 48 hours) after performing obligations. MCB Privilege A first from a local bank, MCB Privilege through its dedicated, worldclass Privilege Centres offer a higher level of personalized services, more rewarding in-branch experience and a wide array of deposit and investment products that are tailored to meet the financial expectations of our affluent clientele. As members of MCB Privilege, customers experience unparalleled advantages that put them ahead of others. MCB‟s dedicated Privilege Centres await to welcome you in Karachi, Lahore, Islamabad, Faisalabad, Sialkot, Rawalpindi and Multan with plans. MCB Salary Club A payroll solution designed to make life easy; it simplifies all the monthly payroll related banking needs of employers and opens the door to a world of special offers for employees. Gift University 26 Salary Club provides the convenience of having an extensive range of financial services available to employees at their place of work. MCB Investment Services Investment Services operate with the aim to help you make the most of your wealth with investment opportunities that match your unique financial aspirations. MCB Investment Services offers distribution of mutual funds managed by the leading fund managers of Pakistan. We can suggest the products most suited for your needs, or work with you to create a personalized solution completely focused on your expectations of the capital markets. MCB Visa Credit Card MCB offers a complete suite of Classic, Gold and Platinum Visa Credit Cards focusing on providing superior services, travel privileges and shopping pleasures. It also offers comprehensive insurance and installment plans, reward points and SMS alerts that give a different feel to the world of credit cards. These unique features include i-revolve, which makes variable mark-up rates available to customers allowing them to repay at affordable rates. Gift University 27 MCB Car4U MCB Car4U not only gets you a car of your own choice but is also affordable with competitive mark-up, flexible conditions, easy processing and above all, no hidden costs. MCB Instant Finance With MCB Instant Finance, get a loan instantly at any MCB branch against liquid collateral at competitive pricing. MCB Visa Debit Card MCB Visa debit Card is Pakistan‟s first chip-based debit card. With global acceptance at over 1.5 million merchants worldwide, the MCB Visa Debit Card allows the customers to enjoy unmatched convenience, enhanced security and round-the-clock accessibility to their funds. The MCB Visa Debit Card also offers innovative promotional schemes designed to reward our customers every time they use the card at a Point of Sale (POS) for shopping, dining, fuel, travelling, etc. Gift University 28 MCB Rupee Travellers Cheque MCB Rupee Travellers Cheque is the best and safest alternate way of carrying cash. It can be used by travellers, businessmen or by the general public in meeting their day-to-day cash requirements while they travel. It is a safe and secure way to make payments because it gives the purchaser security that even if the cheque is lost it can be refunded. Unlikely other modes of funds/remittance transfer, which can only be drawn at a particular branch and can be encashed only at that branch, MCB Rupee Travellers Cheque can be encashed at any of our branches . MCB ATMs MCB has one of the nation‟s largest ATM networks with 682+ ATMs covering 182 cities across the country and still growing. MCB ATMs give you a 24- hour convenience of cash withdrawal, mini-statement, utility bill payments, mobile top-ups, funds transfer services and much more. Gift University 29 MCB Mobile ATM Through our MCB Mobile ATM we allow for convenient world-class banking services. Our innovative MCB mobile ATM van ensures that we offer our services wherever you are, be it concerts, fairs or any other occasion/ special event. MCB Lockers MCB Lockers are the best protection for your valuables. Lockers of different capacities are available nationwide. MCB Gold Plus –The Mobile Enabled Visa Debit MCB Gold Plus is Pakistan‟s 1st chip based, mobile enabled Visa debit card. Within the first six months of its launch, over 100,000 customers enjoyed the benefits of higher ATM and spending limits on a global network of millions of ATMs and merchants along with our award winning MCB Mobile service. Gift University 30 MCB Full-Day Banking Enjoy the convenience of extended banking hours from 9am to 5pm, including Saturdays at MCB Full-Day Banking branches across the country. MCB Bancassurance Combining the best of banking and insurance solutions, MCB Bancassurance has created a one- stop shop for all your financial and insurance needs. Whether you want to save for your child‟s education or marriage, for the security of dignity after retirement or gaining maximum return on savings, MCB Bancassurance has a plan for you. You can also buy instant insurance coverage through your mobile without any medical assessment. MCB Call Centre The simplest way to bank is with the new enhanced 24/7 MCB Call Centre, which blends innovation and convenience to provide banking services that go beyond expectations. MCB Call Centre enables you to manage your VISA Credit and ATM/Debit Cards, confirm account balances and view last 6 transactions, pay utility/mobile phone and MCB Visa Credit Card bills, topup your mobile, transfer money within MCB network accounts and register complaints. Most Gift University 31 importantly it provides you with our very own banking consultant to discuss your financial needs and requirements. Simply call at 111-000-622 and we‟ll do the rest. MCB Mobile MCB Mobile is a quick, easy and secure way to recharge mobile phones, transfer money, pay bills and do much more. Visit the nearest MCB ATM or call 111-000-622 to register and login to www.mcbmobile.com using your mobile phone to start transacting. MCB Virtual Banking MCB Virtual Banking Service is a convenient way to access your account(s) 24/7. It is secure, free of cost and lets you do your banking whenever and wherever it suits you. This service allows you to transfer funds, pay utility/ mobile bills, set up standing order instruction, download account statement Gift University 32 MI SSI ON We are a team of committed professionals, providing innovative and efficient financial solutions to create and nurture long-term relationships with our customers. In doing so, we ensure that our shareholders can invest with confidence in us. VI SI ON To be the leading financial services provider, partnering with our customers for a more prosperous and secure future. Gift University 33 OUR CORE VALUES INTEGRITY We are the trustees of public funds and serve our community with integrity. We believe in being the best at always doing the right thing. We deliver on our responsibilities and commitments to our customers as well as our colleagues. INNOVATION We encourage and reward people who challenge the status quo and think beyond the boundaries of the conventional. Our teams work together for the smooth and efficient implementation of ideas and initiatives. EXCELLENCE We take personal responsibility for our role as leaders in the pursuit of excellence. We are a performance driven, result oriented organization where merit is the only criterion for reward. CUSTOMER CENTRICITY Our customers are at the heart of everything we do. We thrive on the challenge of understanding their needs and aspirations, both realized and unrealized. We make every effort to exceed customer expectations through superior services and solutions. RESPECT We respect our customers‟ values, beliefs, culture and history. We value the equality of gender and diversity of experience and education that our employees bring with them. We create an environment where each individual is enabled to succeed. Gift University 34 HI ERARCHY Board of Directors Mr. Mian Mohammad Mansh chairman Mr. S.M Muneer Vice Chairman Mr. Tariq Rafi Director Mr. Shahzad Saleem Director Mr. Sarmad Amin Director Mr. Mian Raza Mansha Director Mr. Aftab Ahmad Khan Director Mr. Mian Umer Mansha Director Mr. Dato‟Seri Ismail Shahudin Director Mr. Datuk Abdul Farid Bin Alias Director Mr. Ahmad Alman Aslam Director Mr. Muhammad Ali Zeb Director Mr. Imran Maqbool President & CEO Auditors: Mr. Tariq Rafi Chairman Mr. Aftab Ahmad Khan Member Mr. Dato‟Seri Ismail Shahudin Member Mr. Ahmad Alman Aslam Me Gift University 35 Organizational Structure Main offices Registered Office MCB Building, F-6/G-6, Jinnah Avenue, Islamabad. Principal Office MCB 15 Main Gulberg, Lahore. UAN: (042) 111-000-111 PABX: (042) 36041998-9 Website: www.mcb.com.pk Email:
[email protected] Shares Registrar M/s. THK Associates (Pvt.) Ltd., State Life Building No.3, Dr. Ziauddin Ahmed Road, Karachi MCB House, Jail Road, Lahore Gift University 36 ORGANI ZATI ON STRUCTURE Gift University 37 Current Financial Records of MCB CORPARATIVE INCOME STATEMENTS FROM 2011-2013 Gift University 38 CASH FLOW STATEMENTS FROM 2011-2013 Gift University 39 BALANCE SHEET 31 ST DECEMEBER (2011-2013) ASSETS Gift University 40 Gift University 41 LI ABI LI TI ES Gift University 42 Gift University 43 Marketing Strategies in MCB Segmentation Strategy Marketing consist of buyers, and buyers differs in one or more ways. Customers are different in their need, wants, resources, locations, buying, attitude and buying practices. MCB is also using segmentation strategy by dividing the whole market into segments and search the right customer for their right product. Banks do segment demographically and geographically. In demographical segmentation, banks differentiate customers by their age, gender, education and in geographical segmentation, customers are separate by their area. Through segmentation banks divide large heterogeneous markets into smaller segments that can be reached more effectively with products and services. MCB segments its customers. For example, if the customer is near to retire, MCB offers the MCB Retire Easy Plan for the persons who are retiring from their jobs. Target Marketing Strategy Target marketing means after segmentation of the area, now you have to target your customers. You have to find out the right customer for the right product. Develop measures for segment attractiveness, select target market. MCB targets all types of customers in the country. Suppose MCB has branch in the market area where all shop are around the bank so MCB‟s target is all shopkeeper and for their better business allow them to open an current account ,single account, joint account ,business account. MCB allows the customer to open account which is suitable for him/her. Product Planning, Development & Management Product planning and development means develop a product according to your customer‟s needs, wants and demands and give features what the customer wants. Every product is made by the Gift University 44 head office of the MCB. Promotional activities update the features and benefits about the product and this is settled by marketing department of the MCB. First bank typically generate many ideas in order to find out a few good ones. Major sources of idea include customer wants and demands. When the idea generation is done then bank do idea screening. Product Management As you can understand by the name, product management means manage the product. Bank has to manage its products whether they are entertaining the customer or not. If not, then MCB should update their features to entertain the customers. MCB provides better products to its customers, maintains the products and also includes new features to the product if needed. Positioning Positioning is a process of fit the picture of your products, brands and organization image in the customer‟s mind. MCB has strong image in its customer‟s mind by its strong products, wide range of network in the Pakistan and across the country. MCB also do advertise through newspapers, broachers, television, billboards, hoarding and personal dealings. Positioning is how you want to show yourself in front of customers. MCB do advertise and try to positioning to the customer‟s mind and also aware the customers about the product. Pricing Strategy Price is the amount of money which is charged for a product or service or the sum of the value the consumers exchange for the benefits of having or using the product or service. Price has been the major factor affecting the buyer/consumer choice. This is also another method to help bank‟s overall performance. Before setting price the employee must look the relationship between price and demand. Pricing strategy is the most important strategy because price can generate revenue of the product and price tells the worth of the product. It is so difficult process to estimate the mind of the customer that he will adapt this product with the offering pricing or not. MCB charges different price with the different product and services .Suppose you are availing the benefit of ATM card so you have to pay 500 per year and if you are having any locker of small size, then you are paying 1500 to 1800 to the banks as service charges. Gift University 45 Distribution Strategy Distribution means movement of goods and services from producer to consumer. So MCB has opened many branches all over the Pakistan to entertain its customers and customers may have easy access to products and services of bank. Management selects the area where should open a branch. Distributing is one of the marketing mix strategies.MCB has many branches in the country and also overseas. Competitive Strategy To be competitive, MCB has further reinforced its position in the consumer banking arena by streamlining and re-launching the consumer financing products and introducing more convenience based solutions. With the re-launch of auto finance and house finance products, the bank pushed the products with full thrust. The bank has also launched a running finance facility against mortgage of property. Technology continued to play an important role in improving and expanding product offerings. The bank introduced more IT based products to cater to the changing lifestyles and needs of the customers. MCB Virtual-Internet banking was launched with wide ranging banking solutions for the customers ranging from individual to corporate customers and it has become the most preferred Internet banking solution in the Pakistan. MCB also has the privilege of being the first bank in Pakistan to launch the comprehensive bill payment facility through its alternate delivery channels which include Internet banking, ATMs and MCB Call Centre, currently with six payment partners. Similarly, the Bank also took initiatives to increase the usage of debit facility. To provide timely and updated information, MCB has also provided a new look to its website which is user friendly and considerably easy to browse. The Islamic banking initiative has been very successful in attracting new customer, both individuals and companies. Similarly, those relationships which were confined only to current account facility, have grown into stronger business relationships. The branch network has been expanded to Lahore, Multan, Hyderabad and Faisalabad. The Bank plans to further expand its Islamic Banking branch network to other metropolitan areas and also to introduce new sharia compliant banking solutions to a wider range of customers for satisfying their individual and business needs. Some wide-ranging new strategic initiatives have also been taken up which will be important for the bank in years to come. A private company has been formed in Hong Kong (fully owned Gift University 46 subsidiary of MCB) in partnership with Standard Chartered Bank, handling trade transactions of selected countries in the Asia-Pacific region. It is projected to earn US$ 1 million in its first year of operations. To increase its international presence, the bank has opened its representative office in Dubai and entering into major strategic alliances with banks in the UAE especially for marketing our consumer banking products to non-resident Pakistanis. Furthermore, feasibility is also being carried out for entering other international markets. MCB‟s operations are continued to be streamlined with focus on rationalization of expenses, re-alignment of back-end processing to increase productivity, enhancement of customer service standards, process efficiency and controls. The bank has taken the lead in introducing the innovative concept of centralizing Trade Services in the country by providing centralized foreign trade services to branches with a view to improve efficiency, expertise and reduce delivery cost. Management of Human Resources has been one of our core focus areas. MCB is committed towards attracting, retaining and motivating outstanding people. Challenge for MCB is to provide an environment in which employees can better realize their potential. The bank introduced „reward for performance‟ where high potential officers were identified and rewarded accordingly. In view of the competitive environment, the bank is focusing on performance and introducing a more robust performance management system. MCB is also strongly committed to training its staff at all levels. The bank will also be implementing the full suite of the latest version of SYMBOLS Version 8. MCB bank will run SYMBOLS E-Finance modules to deliver personalized services to its customers over multiple delivery channels, while SYMBOLS Enterprise Operations Center will serve as its core banking transaction-processing engine. By implementing SYMBOLS, MCB bank aims to raise the level of its customer service and it‟s time to market in new product offerings for its three core banking businesses in Corporate, Commercial and Consumer banking – retaining its market leadership as Pakistan‟s progressive bank Gift University 47 Competitors National Bank of Pakistan Bank al falah United Bank Allied Bank of Pakistan Citi Bank Habib Bank LTD Faysal Bank Prime Commercial Bank Abn amro Bank Saudi Pak commercial Bank Indus Bank Soneri Bank Bank of Punjab Standard charterd Gift University 48 Human Resource Management HR Structure President Group Head HRM Div Head HRM Head compensation Head Financial Services Head HR Operations HR dac, Recruitment & training Head Organizational Development Compensation Manager Manager Staff Services Senior HR Associate Assistant Compensation Senior HR Associate Associate Staff Services HR Associate Training Relationship Management Manpower Budgeting & Planning HR Relationship Manager Senior Relationship Manager HR Relationship Manager Gift University 49 Human Resources Committee Mian Mohammad Mansha Chairman Mr. Mian Raza Mansha Member Mr. Ahmad Alman Aslam Member President / CEO Member Terms of Reference The main tasks of the human resource committee are ensuring review of existing policies and revision in these policies as deemed necessary. Proper classification and reclassification of employee, pay scales, job description and methods of periodical reviews, description and methods of reviews, development of in-house expertise, approval and revision of organizational setup of latest criterions for recruitment, training and performance appraisals and effective management of information systems to monitor implementation of policies as approved by the board. Raza Mansha is a member of business strategy & development, human resource, risk management portfolio review, physical planning, IT system & contingency arrangement committees..Mr. Shahzad Saleem is the chairman of NISHAT CHUNAIN power limited & Director of MCB. Muhammad Ather is head of requirement & training and Fawad Ahmed Khan is HR manager. Gift University 50 Future Outlook of MCB The effectiveness of the economic reforms was the main concern in 2011 as the country is highly volatile with respect to the systematic risks. The pace of the growth of loan infection is likely to reduce in the coming quarters. The maintenance of the discount rates is the key factor to curtail the inflationary pressure on the cost of credit. Infrastructural developments, control on war on terror, power shortage mitigation, encouraging the private sector, trim in the political instability and the sustainability of the tax reforms in order to meet the international debt are the likely factors of focus in the upcoming year. We are hopeful, given the increasing foreign reserves and reviving investor confidence, the economic conditions will be comfortably better than previous years. From the Banks perspective, the focus will be provision of value added services via operational expansion and technological improvements. Effectiveness of the Banks risk management systems, capitalization on low cost liability franchise, disciplined expense growth, expansion of our capital base and strengthened compliance culture are primary factors in depicting continued strong financial soundness. Effective leadership with a clear vision is the key element of long term sustainability leading to highest levels of employee satisfaction and our aim is to build cohesive teams and strong ethical standards. We will strive to enhance our domestic as well as global image to take the Bank from strong to stronger. Corporate Awards and Recognition The Annual Report of the Bank for the year 2009 won: “Accountants of Pakistan and the Institute of Cost and Management Accountants of Pakistan Certificate of Merit Award in the Banking Sector subject to Prudential Supervision category” by the South Asia Federation of Accountants (SAFA), an APEC body of the SAARC region. MCB is also listed as one of the top 25 listed companies acknowledged by the Karachi Stock Exchange. Gift University 51 How Organizational Performance get affected Organizational Motivation History Mission Culture Incentives/ Rewards External Environment Administrative Political Social/Cultural Economic Stakeholder Technological Ecological Organizational Capacity Strategic Leadership Structure Human Resource Financial Management Infrastructure Program Management Process Management Interorganizational linkages Organizational Performance Effectiveness Efficiency Relevance Financial Viability Gift University 52 Gift University 53 DEPARTMENTS Customer service department Account opening department Clearing department Remittance department General banking department Gift University 54 Qila Didar Singh Branch Hierarchy General manger salman amin Mr Awais Qadir (superviser) zulifiqar ali (Teller) Abid jamil (BOM) sharjeel butt (Teller) sir nasir (CRO) shabir hussain (CSO) Perveiz ahmed (GBO) Gift University 55 Human Resource Department The Human Resource Department (HRD) supports the importance of the individual while thinking strategically. HR conveniences the establishment of an atmosphere in which people has the incomes to continuously grow in motivated for carry on improvement for the remunerations of all stakeholders. Situated as strategic business unit within the commercial structure of the MCB, the HRD has as its prime responsibility to give to the organization‟s efficiency by attracting its people and line up the strategies, actions and systems to the policy of the business. It is through this that HRD adds value to the institution. The Human Resource Department conveniences and partner with its customers and MCB staff in applying the planned strategy through. Capability grounded HR systems Policy and Actions Evolving abilities Appearance organization Clear and exposed statement Remuneration and appreciation Employee happiness Variety Agreement Human Resource outlet is to assurance the important services, progresses and policies are in place to succeed employee to accomplish at their finest, be safe and satisfied with their work and be properly developed. Human Resource is also vital to settle that employee‟s energy in an atmosphere which is in unity with the department‟ s values and best training. Human Resources area office is liable for the administration of the human resource role for the department of human services. This entails the responsibility for human resources systems, policy and training through the branch. The branch is planned to importance on planned human resource work, the supervision of departmental managers and human resources staff in areas and divisions. Human resources have a number of areas of focus including: Employee relation Employee security Management facilities Arrangement and concert Gift University 56 Organizational capability Organizational growth and maintenance The human resource branch managers apply a number of organization-wide schemes throughout the department in the above areas, in association with human resource staff in area and programs. Functions of HR Department Human Resource Planning Human resource planning is the term used to describe how companies certify that their staff is the right staff to do the jobs. Sub topics include planning for staff recruitment, planning for candidate search, training and skills analysis and much more. Human resource forecasting and human resource audit are the two most important components of this type of planning. Human resource forecasting refers to predicting an organization‟s future demand for number, type and quality of various categories of employees. HR planning is done by the organization basically to ensure the following points: It has the right people in place It has the right mix of skills Employees display the right attitude and behaviors Employees are developed in the right way In MCB method to forecasting HR needs are: Methods to forecast HR needs HR department in MCB uses following approaches to forecast its human resource requirement Firstly they used zero based forecasting techniques uses current level as starting point for determining future staffing needs. Secondly they adopt bottom up approach each level of organization, starting with lowest, forecasts its requirement to provide aggregate of employee needs. Mathematical model: assist in forecasting. Relationship between sales demand and number of employees needed is positive one. Gift University 57 SWOT Analysis SWOT analysis is a short form for strengths, weakness, opportunities, and threats.It is an analysis of internal strengths and weakness of an organization as well as external opportunities and threats. SWOT analysis affects the organizational performance. The overall evaluation of a company strengths, weakness, opportunities and threats is called SWOT analysis. An organization's mission is accomplished by best strategies in SWOT analysis by: Taking advantage of organizations opportunities and strengths. Reducing effect of threats. By avoiding the weaknesses. Organizations missions are used as a context and SWOT analysis is one of the most important steps in formulating strategy; managers avoid weaknesses and assess internal strengths. Gift University 58 Gift University 59 STRENGTH: MCB bank officers are considered as the most able professionals in the banking world. In my observation MCB officers interact with the customers as they are their personal friends and used to solve their problems as their own. The customer's perception for MCB is very high due to compassionate and personalized services of the officers. Customers feel secure while dealing with MCB and they also have trust. The branches of MCB are opened in commercial areas in order to save customers from facing problems to reach the bank. The security system is very good in MCB. Employees are given with good facilities. Internal computer system in MCB is very reliable and easy to use. Every information is computerized. There is properly maintained data. The management prepares a financial statement which shows the state of affairs, cash flows, the result of operations of state of affairs, & equity changes. MCB follows the timelines specified by SBP for implementation of recommendations. MCB is adopting measures to monitor and minimize risks that are related to banking industry. WEAKNESS: MCB has number of products and services but any advertisement on electronic media is not given. During my internship, I observed that employees have a lot of burden of work. The work should be distributed equally between the employees on the basis of their capabilities and their post Gift University 60 OPPORTUNITIES: There can be a great increase in deposits of MCB by commencement of new schemes. There should be emphasis on e-banking. MCB should adopt the diversification, innovation and mission driven approach which are keys to success. Information technology is the future of this dynamic world. So MCB should emphasize on it. Like other foreign banks, bank can design universal account to enhance online facilities. MCB is satisfying customer needs. A number of products are introduced by MCB and customers are becoming more loyal to the bank. And due to optimum prices and brand products, customers feel secure and convenient. THREATS: Credit crisis have an adverse affect on MCB. MCB is facing a strong competition by other banks as business is growing at very high speed. Customers are lacking trust in MCB due to which deposit growth is slow. Gift University 61 Critical Analysis I deliberated organization and their strategies, rules and regulation. In MCB, there is solid communication between the employees and management. The planning and selection process of MCB is very good. Organization structure of MCB bank is well developed is designed in such a way that it fulfill the need of bank. Different department nets are created which are well coordinated through the structure. Every department performs their function in efficient manners. Span of control in MCB bank is approximately 10 to 15 in a branch. Span of control is defined as number of employees to report managers. In MCB bank, various areas of country and different division under the head offices managed by systematic board with decentralization of authority. Various decisions of minor importance are made through control purpose, so there is centralized or decentralized in esteem. Benevolent authoritative and participative authoritative system is used in MCB. And vertical chain of command are used, orders are passed from top management to lower one. MCB employees are satisfied from their job and their seniors are happy from their performance. MCB selection process is based on interviews and qualification. They select and hire the essential employees for the compulsory job that‟s why there are fewer chances of dissatisfaction. In MCB, they give superior training for selected employees, management system of MCB is very nice. In MCB they collaborate with every one wherever they need help. Although the processes in MCB are good but improvement is always needed. MCB need to improve their management skills, planning for selection and hiring process. Also they should think about the need and want of employees that why they don‟t perform very well as they need. Some employees are not satisfied their current salaries they get from the bank and their performance is not good. Also the employees don‟t get ranks according to their performance and experience. This creates hate and discrimination among Gift University 62 employees and managers, because they want their right compensation which the deserve. So unhappy employees are less faithful towards organization. While satisfied employees are more productive, inventive and faithful. As verified, job satisfaction principle increases employee confidence, which leads to amplified employees performance. Performance of employees directly affected by the role and behavior of supervisors, the work environment, duty hours, salaries, job security, rewards and promotions. There must be proper methods and planning for employee hiring. Every department must have their own authority. Management structure style must be standardized as required. It‟s the responsibility of supervisors to take care of their employees and help them in every difficult task where they need help from them. Employees of MCB don‟t feel secure about their jobs and future. They are always in tension due to their current job and worried for future. This affects their performance badly. The employees in MCB often feel over work load as the work schedule is tough and also work load is too heavy, which makes them mentally tired and their performance and satisfaction also becomes low. Structure of Human Resources Department is very complicated one, depending upon the requirement of the bank. This department is controlled by president, group head of Human resource Management and divisional head of HRM. Head of compensation, head of HR financial services, head of HR operations, head of DAC requirement and training, head of organizational development, these five persons are responsible for overall working and they directly report to the divisional head of HRM. Gift University 63 Head of compensation managers, head of HR operations, head of DAC requirement and training, head of organizational development has different departments under their control at lower level and responsible for proper working of the department. The structure is well designed to meet the requirement of the organization. The main function of HR department is to arrange the required human resources for the organization and make policies for development of human resources. Employees requirement and selection policies of MCB in such a way that a suitable and fruitful candidate can be obtained. After selection, the employees are given training, so that the employees can get the required abilities for the performance of tasks assigned to him in efficient manners. Employees are also provided benefits like increment, promotions, medical facilities, loan facilities, pension and some other benefits. It creates encouragement in the employees to their task according to given standards and play a role in the progress of the organization. Practices and Policies Policy is principle or rule to make decisions that result in required outcomes. MCB bank has developed different policies like consumers credit policy, privacy policies, business policies, recruitment policies, employee‟s development policies, loan policies, service and product policies, operational policies, monitoring policies and some other related policies that are helpful for the proper functioning and operation of banking function. Gift University 64 I nternship Program I worked as an internee in MCB Qila Didar Singh Branch. Branch code is 1474. Duration of my internship was from July 2, 2012 to August 10, 2012. During my internship in the MCB limited, I really enjoyed to work with the staff of MCB. It was almost impossible to work in all the departments‟ within that limited time. But on my request the staff of branch provided me the opportunity to work in the different departments within that limited time for the sake of practical knowledge and for providing me the great environment to work in different departments. During the Internship, I worked in various operations as general banking including cash operation, clearing remittances, ATM, account opening procedure and advances. Although my specialization subject is HRM. But there was no Human Resource department in the branch in which I did internship. The recruitment procedure is done in Head Office or Circle Office. PURPOSE OF I NTERNSHI P To learn how to be a professional in field work. As it is a part of Digree. For the purpose of gaining knowledge. REASON OF CHOI CE Good culture of Organization Good behavior of staff Staff co-ordination REPORTI NG DUTI ES I have completed my 6 week internship program in MCB branch located in GT Road (1208) Gujranwala. They are facilitating their customer by given that excellence of services. They provided different services to their customers, to fully satisfy their customer need. Gift University 65 Personal Objectives of doing internship in MCB To get some experience in working with well reputed organization. To gain knowledge about the professional environment of the bank. To know about the technology utilized in the banks. To deal and mange with the situation of stress. To know about the documentation process of employee of the bank Purpose of internship Internship is the capstone experience that provides me with hands on, real world experience in a work setting. Integrate and use my knowledge and skills from the classroom. Discover where further competence is needed. Take steps to gain that competence under educational supervision. Become better acquainted with the types of work setting in which such competence can be applied. Gift University 66 Tasks performed during internship Providing all kinds of information to customers The basic and foremost purpose of customer services officer is to provide information to any existing or potential new customer regarding account opening process, types of account offered in MCB, credit information or information concerning various products and services offered by MCB. There is no separate customer interaction department but there is a customer service officer whose name is Miss Noreen Akhtar. So I sit with her to provide information to customers. Flooring A greeter or working as a phone operator is also one of the fundamental duties of a customer services officer. As a greeter, the customer services officer perform the following duties and functions: To receive calls from customers and forward them to the required personal To make calls to people required by the bank employees To make calls to the customers whose check books and ATM have been arrived To receive courier and make record of mail in DAK receive register. To send mails to the customers after filling out the envelops To make record of calls made Being a greeter is very tough job, as a greeter has to deal with different types of customers. They may have angry, rude behavior and it is the great responsibility that the customer should not enter in the bank without any directional guidance from the greeter. One has to remain alert at all times while serving as a greeter. Gift University 67 Filling Deposit Slips for Customers The formal employees and internees often fill the deposit slips. Formal employees at each level right from the cash officer to operation manager fill the deposit slips. Often literate customers who have some know how about the banking slips or who are the regular customers fills their slips by their own self. The work done by customer relation officer and general banking officer are as follow: Attend phone calls Scanning of signature specimen (SS card) and its attachment Handling of return cheque Daily clearing Update KYC Filling deposit slips Attend customer inquiries Received ATM forms Issued ATM cards Made charges vouchers for TT/DD/PO Worked on the seat of ACCT opening/cheque collection/opened accounts Issued cheque books Received check book requisitions Gift University 68 Detailed Description of Work TIME PERIOD DEPARTMENTS DUTIES PERFORMED Week 1 and 2 Customer services Doing flooring and greet customers Make entry in DAK registered Fill ATM transaction dispute form for the customers Handling phone calls Taking messages over the phone Fill statement application form for the customers Do daily branch assessment and maintain a file for it Do daily telephonic audit of employees and maintain a record for it Filling of the house of the daily checklist and house keeping Write customers complains at the portal and make sure that these complains are resolved within turnaround time Made daily deposit report at the end of each day and send to the are head Made daily sales team progress report and send to the are head at the end of each day Learn about over the phone customer services Week 3 Operations Prepare fuel assignment of branch by following two patterns Learn how to make entry in cheque stop payment register and observe the process Observe the process of making entry in ATM fact sheet Learning bank operation guideline Observing processing duties performed Learn how to complete account opening Gift University 69 form Checking new account form and make entry in account opening register Make entry in TDR register Learn how to fill know your customer form Do the correction of account snd opening forms Week 4 Remittances/ Forex Learn the concept of inward and outward clearing Learn the concept of within city or intercity clearing as well as CC Learn how to make entry in clearing register and return clearing register Learn how to make entry in cheque book register and ATM register Learn how to issue cheque book and ATM Observe the cheque transfer process Observe the foreign remittance process Week 5 Cash department Learn how to fill deposit slip Learning the cash limits Learning cheque cashing details Withdrawals and deposit limits Opening and closing cash count Deposit gold customers money Help in separating solid currency at the end of the day Week 6 Sales calls Sales calls with personal banking advisor Learning different techniques regarding sales Observing the new account forms To Make calls to the customers regarding C-Z 50 form (zakat ) To make calls to the customers regarding dormant account Observing personal clients handling Learn about different products offered by the MCB Gift University 70 Benefits of doing I nternship During my internship I dealt with many customers and employees, this was a great experience to learn How to deal with customers How to work under pressure i.e. in rush hours. How to manage an office. My communication skills were improved. I observed the practical implication of many banking concepts. Problems Identification Shortage of HRM officer No job routation No training program Gift University 71 Lack of customer services Recommendations From the quantum of the profit and its financial data, it can easily judged that after privatization Muslim Commercial Bank is performing very well. Its deposits are growing day-by-day and so its profitability. The controlling body is responsible for the productive performance of the bank. Following are my observations and suggestion to improve the efficiency for the development of the bank. Increase in Profits People can be motivated to save money by offering the deposit through various investment schemes. The rate of profit should increase 1% or 2 % it would be profitable step for bank. Increase Salaries MCB is making good profits but giving less pay to their employees as compared to their competitors. So their salaries should be increased. Change the Nature of Work Most of the bank employees are sticking to one seat only with the result that they become master of one particular job and loose their grip on other banking operation. In my opinion all the employees should have regular job experience all out-look towards banking. Their promotion policy should be adjusted accordingly. Training Every year some of the employees should be sent for training to other countries and employees from other branches should be brought here. Some more reading material should be provided the purpose should be to educate the employees with the advance studies in their field. The employee should be provided the opportunities to attend and participate in seminars and lectures on banking. Gift University 72 Incentive to Employees Bank should give some more incentive to its employees in order to remove the conflict between lower and higher officers and should try to improve the working condition of the bank. Such system should be designed that every employee who has some problems with his officers can communicate to the higher management and some steps must be taken to improve that. Performance and Reward Smart, educated, skilled, well spoken and well versed staff personals should be rewarded and appreciated, while on the other hand lazy, lethargic, heard, rough-dealers and ill mannered must be warned and penalized but this all should be on merit and considering the policy of honesty is the best policy and not due to some personal liking, disliking prejudice and patrimonial. It is therefore suggested certain schemes and checks may be introduced in banks to increase efficiency through reward and punishment system. Promotion and Advertising Bank must let potential customers know that all attractions for banking exist. This is done by advertising on television and obtaining press coverage, in conjunction with direct mail, window displays, leaflet in branches and in appropriate other locations (such as hotels, shops, etc.) and including leaflets in statement of accounts sent to existing customers in the hope that they will tell potential customers about the services provided by our bank. More Focus on Salary Accounts Logic leads to promotional campaign through employers who are customers of the banks and their employees are paid in cash. Such business accounts should be encouraged to open the accounts of their employees with the banks. It might be worth offering free banking for a specific period to new accounts or simply publicizing the services available by means of posters at the employer‟s premises. Internship Facilities The period of internship should be divided in to the number of department of the Muslim Commercial Bank Ltd. The internee should be given timetable mentioning the number of days he/she has to work at different places in the bank. On the first 4 days in each department internee should be given a lecture the officer of the department concerned about working of the department. Gift University 73 Conclusion MCB bank is an organization is well managed with organizational structure and efficient employees due to its growth it has bright future in banking organizations. I have concluded that MCB is fully devoted, motivated and aimed to do exactly what is mentioned in its mission statement. MCB has the capability to face the challenges of present self-motivated word. MCB is making progress by leaps and bounds. Innovation in collaboration with creative ideas is taking it to new heights, enabling it to touch climax. GT Road Branch of MCB have very co operative Skilled and highly talented staff. The staff is keen to provide best services to the customers in most efficient and effective way. MCB aims to make long term relationships with customers, therefore building profitable relationship with them. MCB considers its employees the most important asset of the whole Organization. So in order to retain this asset as such, MCB‟s management fully encourages and motivates their employees. Special packages, rewards, bonuses etc are awarded to deserve employees, and this also motivates the other employees. MCB Provides complete information to their customer. MCB have well organized environment. MCB do not allow any relaxation to their employees in working hours. Behavior of the manager as well as staff is very good. Finally I concluded that MCB‟s journey towards success of heights is going on…If it keeps on moving as so, soon it will touch maximum fame...Even Beyond the imagination… Gift University 74 REFERENCES Bibliography Websites: Introduction and Products of MCB. MCB Bank Limited. Retrieved from http://www.oppapers.com/ essays/Pakistan‟s-Banking-Sector-Industry on 4/8/2012 at 11:30 am History of MCB. MCB Bank Limited. Retrieved from http://www.mcb.com.pk/mcb/about_mcb.asp on 5/8/2012 at 10:00 am Vision and Mission Statement of MCB. MCB Bank Limited. Retrieved from http://www.mcb.com.pk/mcb/mission-vision.asp on 5/8/2012 at 2:00pm Human Resource management system Wikipedia Retrieved from http://en.wikipedia.org/wiki/Human_resource_management_system on 7/8/2012 at 1:00am. Financial Data and Reports of MCB. MCB Bank Limited. Retrieved from http://www.mcb.com.pk/irifn_data_rep.asp Other data retrieved from these websites Analysis/181995 Websites: www.google.com.pk Gift University 75