1.

1 Introduction
As a student of MBA everyone has to conduct a practical orientation in any organization
for fulfilling the requirements of the 12 weeks Internship Program. The main purpose of
the program is to expose the students to the real world situation.
This report is done as a partial requirement of the internship program for the MBA
students. This report is prepared for the internship program consisting of a major indepth study of the total banking of Jamuna Bank Ltd. Practical knowledge is fundamental
for the application of theoretical intelligence. Bearing this in mind, internship program
was being included in the MBA curriculum. The goal of this analysis is to expose the
student in the organizational work situation and also to provide an opportunity for
applying classroom learning in practice considering the differences between theories and
practice.
General Banking practices in our country are not ancient. After Independence, financial
institutions of East Pakistan have been merged to public limited bank. Government
owned banks failed to progress and support economic activities of the country, since 1990
private limited banks started to emerge. It has been almost 15 years, and now the scenario
is of four state-owned commercial banks, five specialized banks, thirty eight private
commercial banks, one land development bank and nine foreign commercial banks. The
growth of private sector banking is rapid. Because of flow of capital, accountability,
service quality and lack of corruption has made the private banks popular, customer
friendly, moreover they have successfully managed credit-portfolio which helped both
the banks and the end clients. Stock market achievement, easy profitability has made the
life of the private banking cherishable. But, Lots of individual banks entered the market,
it became competitive, and Government became skeptical due to some loan fraudulency
and money laundering. This background is not old, hence, Banking now a days has
became dynamic and more than competitive.
Jamuna Bank Limited is a private commercial bank. The Bank has been established at
2001 and now it has 97 branches over the country. It expresses itself as a brand of third
generation. Being a third generation bank, It has been expected that the Bank's
management standards will be up to the task, Customers are well served and employees
are also satisfied with the reward system.
The Branch of Dilkusha is literally a semi corporate branch. The client base, turnover,
employee portfolio and activities agree that statement. But, it has been found that the
management practices of this branch, with internal and external customer satisfaction is
not good enough. As the branch is a key contributor and held as an standard branch of

JBL culture, It is clear that, other branches performances in banking is almost as same or
low than this branch, Hence, This branch portrays the practices of Jamuna Bank itself.
An analysis has been done to prove that, the measures of total quality management have
been taken consideration to evaluate the branches management standards. 15 samples are
being observed in interview based on questionnaire to test hypothesis regarding
satisfaction.
There are plenty of reports on general banking in Bangladesh; Majorities of them are of
internship basses. But, Evaluating a Branches management practices is recent research
problem, conducted here. In addition, in other country there are works related employee
and customer satisfaction of the bank but, unfortunately, in our country this work is one
of the fewest among them.
For, the further proceedings, a widely discussed literature review have been added to
convey the discussions of various topics that were analyzed later. Real life
recommendations were given to improve the gaps of the Branch.
1.2 Literature Review:
General banking is the starting point of all the banking operations. It is the department,
which provides day-to-day services to the customers. Every day it receives deposits from
the customers and meets their demand for cash by honoring cheques. It opens new
accounts, remit funds, issues bank drafts and pay orders etc. Since bank is confined to
provide the services every day, general banking is also known as retail banking (Samia,
2013).
A management system describes the set of procedures an organization needs to follow in
order to meet its objectives. In some small organizations, there may not be an official
system, just "our way of doing things that is mostly kept in the heads of the staff. But the
larger the organization, the more likely that procedures need to be recorded to ensure
everyone is clear on who does what. This process of systemizing how things are done is
known as a management system ( ISO. Org).
Leadership may be defined as a process whereby an individual influences a group of
individuals to achieve a common goal (Northouse, 2010, p. 3). Further, Kelloway &
Barling (2010) define leadership as a process of social influence that is enacted by
individuals in formal positions of power or leadership positions within an organization,
such as managers and supervisors. Although leadership is not confined to individuals in
formal leadership positions, it is argued that these individuals may have a particularly
wide remit of influence within an organization (Kelloway & Barling, 2010).
The quality council should be the first organizational step toward quality improvement
(Hamel, 2013). Values are the outcome of choice, as well as the underlying forces which

influence those choices ( Raia, 1988). Consumer Satisfaction Process can be depicted in
the following steps (Engel, Blackwell et al. 1995): Need recognition realization of the
difference between desired situation and the current situation that serves as a trigger for
the entire consumption process. Search for information - search for data relevant for the
purchasing decision, both from internal sources (one's memory) and/or external sources.
Pre-purchase alternative evaluation - assessment of available choices that can fulfill the
realized need by evaluating benefits they may deliver and reduction of the number of
options to the one (or several) preferred. Purchase - acquirement of the chosen option of
product or service. Life cycle approaches to sustainable consumption, AIST 3
Consumption - utilization of the procured option. Post-purchase alternative reevaluation - assessment of whether or not and to what degree the consumption of the
alternative produced satisfaction. Divestment - disposal of the unconsumed product or
its remnants.
Most often employee engagement has been defined as emotional and intellectual
commitment to the organization (Baumruk 2004, Richman 2006 and Shaw 2005) or the
amount of discretionary effort exhibited by employees in their job (Frank et al 2004).
Thus, according to Kahn (1990), engagement means to be psychologically as well as
physically present when occupying and performing an organizational role.
Kaizen (Kai do, change, and Zen well) is a kind of thinking and management; it is a
philosophy being used not only in management field but also in the everyday life in
Japan. It means gradual and continuous progress, increase of value, intensification, and
improvement (Karkoszka and Szewieczet, 2007). It is translated in the west as
ongoing, continuous improvement (CI) (Malik et al., 2007). The phrase CI is associated
with a variety of organizational developments including the adoption of lean
manufacturing techniques, total quality management (TQM) employee involvement
programmers, customer service initiatives, and waste reduction campaign. It is the
accompanywide process of focused and continuous incremental innovation (Bhuyan
and Baghel, 2005), small incremental changes in productive processes or in working
practices that permit an improvement in some indicator of performance (Garcia et al.,
2008). The main focus of CI on three key notations as indicated by Brunet and New
(2003)
Neely et al. Performance Measurement is a topic often discussed but rarely defined.
Following their comment concerning definitions, Neely et al. [9] went on to propose
definitions of performance measurement, a performance measure and a performance
measurement system. These were: Performance measurement can be defined as the
process of quantifying the efficiency and effectiveness of action. A performance
measure can be defined as a metric used to quantify the efficiency and/or effectiveness of
action. A performance measurement system can be defined as the set of metrics used to
quantify both the efficiency and effectiveness of actions.

Benchmarking as a continuous and systematic process of comparing products, services,

processes and outcomes with other organizations or exemplars, for the purpose of
improving outcomes by identifying, adapting and implementing best practice approaches
(Edith Cowan University, 2011).
Information technology (IT) is universally regarded as an essential tool in enhancing the
competitiveness of the economy of a country. There is consensus that IT has significant
effects on the productivity of firms. These effects will only be realized if, and when, IT
are widely spread and used. It is essential to understand the determinants of IT adoption
(Tiago, 2011).
Environmental management is considered as a methodology for managing the operations
of an organization to ensure they are performed in an environmentally responsible
manner. It can also be seen as the sensible utilization and management of environmental
resources in a cost-effective and sustainable way (Hale, 1995).
Environmental management is a complex mechanism involving many important issues,
such as operations and technologies, products and services, functional strategies and
management systems (Klassen and Mclaughlin, 1996; Kolk and Mauser, 2002)
Quality function deployment (QFD) is an overall concept that provides a means of
translating customer requirements into the appropriate technical requirements for each
stage of product development and production (i.e., marketing strategies, planning,
product design and engineering, prototype evaluation, production process development,
production, sales) (Sullivan, 1986)
Corporate citizenship describes the role of the corporation in administering citizenship
rights for individuals. Such a definition reframes CC away from the notion that the
corporation is a citizen in itself (as individuals are), and towards the acknowledgement
that the corporation administers certain aspects of citizenship for those individuals. We do
not wish suggest that corporations are the only actors administering these rights, but they
have taken over considerable responsibility for such administration from governments
( Matten 2003).
Herzberg had close links with Maslow and believed in a two-factor theory of motivation.
He argued that there were certain factors that a business could introduce that would
directly motivate employees to work harder (motivators). However there were also
factors that would de-motivate an employee if not present but would not in themselves
actually motivate employees to work harder (hygiene factors), (Rilley 2015).
Green Banking is an umbrella term referring to practices and guidelines that make banks
sustainable in economic, environment, and social dimensions. It aims to make banking

processes and the use of IT and physical infrastructure as efficient and effective as
possible, with zero or minimal impact on the environment ( Ahuja, 2015).
The goal of statistical process control (SPC) is to make a process stable or predictable, by
distinguishing common variation from special/sporadic variation. Capability analysis and
process improvement actions shall only be put in place if the observable variability of the
process is absent of special causes of variation. Conventional SPC methods often do not
work well in short-run situations, such as in the following: 1) Job shop processes where a
high diversity of custom or semi-custom parts is manufactured. Monitoring such high
variety of products would require a large number of control charts, which is unpractical in
most situations. 2) Just-in-time (JIT) systems where low levels of inventory are required,
thus demanding the manufacturing of smaller quantities of parts in shorter production
runs. 3) Start-up of a process or initiation of a new process, where insufficient number of
subgroups is available, so the parameters of the process cannot be accurately estimated
( Pedro, 2015)
A Likert item is a statement that the respondent is asked to evaluate in a survey. In the
example below, the statement, The checkout process was easy is a Likert item (Vanek,
2012).
A model can come in many shapes, sizes, and styles. It is important to emphasize that a
model is not the real world but merely a human construct to help us better understand real
world systems. In general all models have an information input, an information processor,
and an output of expected results (StartingPoint.Org)
1.3 Research Objective:
Research Objectives are as follows:
A.
To know overall profile of the Company.
B.
To find out how JBL operates its General Banking.
C.
To identify the problems associated with the banks Management Standards.
D.
To detect customer satisfactions of the services provided by the bank.
E.
To analyze the employees Job Satisfaction in terms of reward system & working
conditions of the bank.
1.4 Research Methodology:
1.
A) Primary Data has been collected through observation, face to face interview
and questionnaire method.
B) Secondary Data: Publications, Journals, Annual Reports, Training manuals of
the bank.

2.

A questionnaire identifying the satisfaction of the respondents has been prepared

on five point type. This has been attached on the appendix.
3.
A) Population Size: The Jamuna Bank Itself.
B) Sample Size: JBDB is a semi-corporate branch of Jamuna Bank. The
reputation of this branch is almost alike of the Headquarter of it. The situation of it
reflects the overall condition of the whole bank. Thats why it has been taken as a sample
for study.
15 Samples of respondents among the employees has been collected randomly for
hypothesis testing.
H0a: Customers are satisfied with the service provided by the bank
Ha: Customers are not satisfied with the service provided by the bank
H0b: Employees are satisfied with the compensation and reward system of the bank
Hb: Employees are not satisfied with the compensation and reward system of the bank
4.
A)

Tools for Analyzing Data:

Various models of Total Quality Management have been used to identify the
condition of the samples in terms of research objective 4 and 5.
B)
Hypothesis Testing: t test, with level of significance 0.05 that shows 95%
confidence level. As the sample is small. The population mean is 3.5, In likert
type data, We weigh the Scales like this:
Strongly Agree--------------5
Agree-------------------------4
Neither Agree/ Disagree---3
Disagree----------------------2
Strongly Disagree-----------1
When our sample mean exceeds the population mean uo, we will reject the hypothesis
and accept the alternative hypothesis as that shows the sample mean is below Neither
Agree or Disagree meter and lies in disagreement zone. The critical value of t for left tail
test is: 2.26.
t= Average Mean Population Mean / ( s/n^.5)
s= Standard Deviation = (Sum(X-X*)^2)/(n-1)

1.5Limitations of The Study:

The one of the main limitations of the report was to conduct a small scale survey
on clients.

Time period was the other limitation for collecting information, which was only
three month long.
Insufficient supply of relevant books and journals.
The branch is too much busy branch as for this to operate the survey on the basis
of questionnaire
Deficiencies in data required for the study.
Field practice varies with the standard practice that also created problem.
Time provided for conducting the study is another important constraint.
The employees in Jamuna Bank Limited are so much busy in their responsible
fields; they could hardly provide little time to discuss with them.

(Information of this Chapter have collected from the Banks Website)

2.1 The Bank
Being a 3rd generation Bank of Bangladesh, it focuses on

Remaining with time

Managing change
Developing human capital
Creating true customers value

Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act,
1994 of Bangladesh with its Head Office currently at Hadi Mansion, 2, Dilkusha C/A,
Dhaka-1000, and Bangladesh. The Bank started its operation from 3rd June 2001.
The Bank provides all types of support to trade, commerce, industry and overall business
of the country. JBL's finances are also available for the entrepreneurs to set up promising
new ventures and BMRE of existing industrial units. Jamuna Bank Ltd., the only Bengali
named 3rd generation private commercial bank, was established by a group of local
entrepreneurs who are well reputed in the field of trade, commerce, industry and business
of the country.
The Bank offers both conventional and Islamic banking through designated branches.
The Bank is being managed and operated by a group of highly educated and professional
team with diversified experience in finance and banking. The Management of the bank
constantly focuses on understanding and anticipating customers' needs. Since the need of
customers is changing day by day with the changes of time, the bank endeavors its best to
device strategies and introduce new products to cope with the change. Jamuna Bank Ltd.
has already achieved tremendous progress within its past 10 years of operation. The bank
has already built up reputation as one of quality service providers of the country.
At present the Bank has real-time Online banking branches (of both Urban and Rural
areas) network throughout the country having smart IT-backbone. Besides traditional
delivery points, the bank has ATMs of its own, sharing with other partner banks and
consortium throughout the country.
The operation hour of the Bank is 10:00 A.M. To 6:00 P.M. from Sunday to Thursday
with transaction hour from 10:00 A.M. to 4:00 P.M. The Bank remains closed on Friday,
Saturday and government holidays.
2.2 Vision
To become a leading banking institution and to play a significant role in the development
of the country.
2.3 Mission

The Bank is committed for satisfying diverse needs of its customers through an array of
products at a competitive price by using appropriate technology and providing timely
service so that a sustainable growth, reasonable return and contribution to the
development of the country can be ensured with a motivated and professional work-force.
2.4 Strategic Priority

Delivering customer desired products and services to create true customers

value.

Focusing on export of both traditional and nontraditional items and remittance to

ensure a comfortable position of foreign exchange all the time.

Doing businesses that have higher risk adjusted return.

Focusing on maintenance of assets quality rather than its aggressive expansion.

Changing the deposit mix thereby reduce the cost of deposits.

Ensuring all modern alternative delivery channels for easy access to our services
by customers.

Taking banking to the doorstep of our target group.

Restructuring existing products and introducing new products to meet the demand
of time and the target group.

Entering into new avenues of business to increase profitability.

Bringing unbanked people into our delivery channels.

Increasing fee based service/activities where costly capital is not changed.

Ensuring organizational efficiency by continuous improvement of human capital

and motivation level, dissemination of information and thereby ensuring a
sustainable growth of the organization.

Maximizing shareholders value at all times alongside ensuring a sustainable

growth of the organization.

Pursuing CSR activities for our continued support to future generation, distressed
people and for advancement of underprivileged people of the country.

Establishing the brand image as a growth supportive and pro-customers bank.

Strengthening risk management techniques and ensuring compliance culture.

Remaining cautious about environment and supporting for maintaining a green

and clean soil.
2.5 Objectives

To earn and maintain CAMEL Rating 'Strong'

To establish relationship banking and improve service quality through
development of Strategic Marketing Plans.
To remain one of the best banks in Bangladesh in terms of profitability and assets
quality.

To introduce fully automated systems through integration of information

technology.
To ensure an adequate rate of return on investment.
To keep risk position at an acceptable range (including any off balance sheet risk).
To maintain adequate liquidity to meet maturing obligations and commitments.
To maintain a healthy growth of business with desired image.
To maintain adequate control systems and transparency in procedures.
To develop and retain a quality work-force through an effective human Resources
Management System.
To ensure optimum utilization of all available resources.
To pursue an effective system of management by ensuring compliance to ethical
norms, transparency and accountability at all levels.

2.6 Values

Source: JBL Website

2.7 Products and Services
As a new generation private commercial bank of the country, JBL provides all
conventional services to the clients. In addition it presents a good number of schemes and
products in deposit and credit forms.
Overall products and services can be categorized into following categories:
1)
2)
3)
4)
5)
6)
7)

Retail banking
Corporate Banking
Cards and Ad
SME banking
Islamic Banking
International Banking
NRB banking

8)
9)

Treasury
Others:
Locker services
Online banking services
Student file
Batch

2.8 Deposit Schemes

Jamuna Bank presents lucrative deposit schemes for its clients. These are mostly for
limited income people who want to save some money for future. The schemes are
namely:

Marriage Deposit Scheme

Lakhpati Deposit
Millionaire Deposit
Kotipati Deposit
Education Deposit
Monthly Benefit Scheme (MBS)
Double/Triple Growth Deposit
Monthly Savings Scheme (MSS)

For opening a deposit scheme you only nee to maintain a savings bank account at any
branch of Jamuna Bank Ltd. Such a scheme in this bank would help you to overcome
difficult hurdles of life much easily
2.9 Credit Schemes
Major fields of Credit Banking of JBL may be termed as Corporate Banking. Under this
head it concentrates on the following:

Agro processing Industry

Export oriented / Import substitute Industry

Telecommunication

Information Technology

Real Estate & Construction

Wholesale Trade

Transport, Hotel & Restaurant

Nonbank financial institution

Loan Syndication
Project Finance- Investment Banking
Lease Finance- Hire Purchase-International Banking
Export Finance
Import Finance

Export
oriented
and
Import
substitute
industries
include
Textile
Spinning/Dyeing/Printing, Garments and Knitwear, Food & Allied, Paper & Paper
Products, Engineering & Steel Mills, and Chemicals. So it may be said that JBL is rightly
addressing the deserving sectors of nations economy.
Agro processing and other fields of the banks interest are also very much correct
decision for fund input. So if you are a deserving candidate from one of the said
categories, you may approach JBL for credit.
Except the above sectors Jamuna Bank provides credit in the head, Shop Finance scheme.
In fact this scheme addresses the SMEs of the country. Small business men, retailers and
other self employed people are eligible for loan under the scheme. And those who are
defined as SMEs are the main target for this program. If you represent a SME or any of
the above categories, you may have a loan from JBL for running and expanding your
business.
2.10 Overview of others Products & Services
JBL serves nonresident Bangladeshis (NRB) through its different services. It maintains a
wide network of correspondent banks and Money Exchange Houses all over the world for
sending home bound remittances through proper channel. NRBs are allowed to open
foreign currency account s in their names. They may also have fixed deposit receipt
accounts in F/C and many other schemes for investment at JBL.
This third generation private bank issues Debit and Credit cards for its customers. The
cards are of local and international categories. Jamuna Bank has already established 169
ATMs in the countrywide. Being a Member of Q-Cash, our cardholder can use DBBL,
BRAC and Q-Cash ATM approximately access to 3500 ATMs. Within the year 2015, we
want to establish 200 ATMs in the countrywide. Jamuna Bank Ltd. always tries to
provide its clients a better and world class service through modern technology. So it
didnt make any delay to introduce any branch banking through its 82 branches all over
the country. All of its customers are entitled to avail this facility without spending a thing.

3.1 General Banking Activities

General banking is the starting point of all the banking operations. It is the department,
which provides day-to-day services to the customers. Every day it receives deposits from
the customers and meets their demand for cash by honoring cheques. It opens new
accounts, remit funds, issues bank drafts and pay orders etc. Since bank is confined to
provide the services everyday, general banking is also known as retail banking.

FUNCTIONS OF THIS DEPARTMENT

1
FRONT
DESK/ACCOUNTS
Genera
OPENING SECTION
2
CLEARING SECTION
l
Banking
3
ACCOUNTS SECTION
4
CASH SECTION
Source: Author
3.2 Account Opening Section
To establish a banker and customer relationship account opening is the first step. Opening
of an account binds the Banker and customer into contractual relationship. But selection
of customer for opening an account is very crucial for a Bank. Indeed, fraud and forgery
of all kinds start by opening account. So, the Bank takes extremely cautious measure in
its selection of customers. The following works are done by this section1. Accepting of deposit
2. Opening of account
3. Check book issue
4.
Closing of account
3.3 Accepting of deposit
Accepting deposits is one of the main classic functions of banks. The relationship
between a banker and his customer begins with the opening of an account by the former
in the name of the latter. Initially all the accounts are opened with a deposit of money by
the customer and hence these accounts are called deposits accounts. Banker solicits
deposits from the members of the public belonging to different lifestyles, engaged in
numerous economic activities and having different financial status. There are two officers
performing various functions in this department.
3.4 Opening an Account
It is said that, there is no banker customer relationship if there is no a/c of a person in that
bank. By opening an a/c banker and customer create a contractual relationship. However,
selection of customer for opening an account is very crucial for a Bank.
Figure: Account opening procedure in flow chart

Source: Author
(1)For opening an account, at first the prospective account holder will apply for opening
an account by filling up account opening form. Account opening form consists of the
name of the branch, type of account, name of the applicant(s), present address, permanent
address, passport number (if any), date of birth, nationality, occupation, nominee(s),
special instruction (if any), initial deposit, specimen signature(s) of the applicant(s),
introducers information etc. Moreover have to fill up of KYC form: This form has been
introduced by the Bangladesh Bank to prevent money laundering. KYC form helps to
assess the customer. Clear instructions with regard to operations are found in KYC. If the
transaction of a customer is suspicious or not matched with the KYC than Bank branch
should report it to Bangladesh Bank.
(2) Signature of the prospective account holder in the account opening form and on the
specimen signature card duly attested by the introducer. Moreover two copies of passport
size photograph duly attested by the introducer.
(3)The prospective customer should be properly introduced by the followings:
i. An existing customer of the bank.
ii. Officials of the bank not below the rank of Assistant Officer.
iii. A respectable person of the locality who is well known to the Manager or
authorized officer.
(4) The authorized officers analyze the introduction and examine the documents have
submitted.

Then the concerned authority will allocate a number for the new account.
(5)The customer than deposit the initial deposit by filling up a deposit slips. Initial
deposit to open a current account in SBL is Tk. 1000.00 and saving account is Tk. 500.00.
(6)After depositing the cash one cheque book & pay- in-slip book is issued.
(7)Then the account is considered to be opened.
After depositing the initial deposit, Branch records it in the computer by giving new
account number. Then it issues cheque book requisition slip by the customer. Then it
distributes all relevant papers to respective department.
3.5 Activities & Papers Necessary for Opening an Account
(A) Joint Account:
If the account is a joint account, then the joint account holder should submit a declaration
and operational instructions of the account along with their signature.
(B) Partnership firm:
The following documents have to be submitted for preparing an account of a partnership
firm:
i) Partnership deed.
ii) (a) If the partnership firm is a registered one, then one copy of registration forms.
(b) If not, then a copy of certificate from the notary public.
(C) Limited Company:
For the opening of an account of a limited company, following documents have to be
submitted:
1) A copy of resolution of the company that the company decided to open an account
in the Jamuna Bank.
2) Certified true copy of the Memorandum & Articles of Association of the company
3) Certificate of Incorporation of the company for inspection and return along with a
duly certified Photocopy for Banks records.
4) Certificate from the Registrar of Joint Stock Companies that the company is
entitled to commence business (in case of Public Ltd. Co. For inspection
and
return) along with a duly certified Photocopy for Banks records.
5) Latest copy of balance sheet.
6) Extract of Resolution of the Board/General Meeting of the company for opening
the account and authorization for its operation duly certified by the

Chairman/Managing Director of the company. List of Directors with

address (a
latest certified copy of Form-XII).
(D) Club/Society:
Following documents have to be obtained in case of the account of the club or society:
i) Up to date list of office bearers.
ii) Certified copy of Resolution for opening and operation of account.
iii) Certified copy of Bye-Law and Regulations/Constitution.
iv) Copy of Government Approval (if registered).
(E) Co-operative Society:
Following documents have to be obtained in case of the account of Co-operative Society:
i) Copy of Bye-Law duly certified by the Co-operative Officer.
ii) Up to date list of office bearers.
iii) Resolution of the Executive Committee as regard of the account.
iv) Certified copy of Certificate of Registration issued by the registrar, Cooperative societies.
(F) Trustee Board:
Following documents have to be obtained in case of the account of trustee board:
i) Prior approval of the Head Office of SBL.
ii) Certified copy of Deed of Trust, up to date list of members of the Trustee Board
and certified copy of the Resolution of Trustee Board to open and operate
the
account.
(G) Minors Account:
Following documents have to be obtained in case of the account of minor:
i) Putting the word MINOR after the title of the account.
ii) Recording of the special instruction of operation of the account.
The AOF is to be filled in and signed by either the parents or the legal guardian appointed
by the court of law and not by the minor.
3.6 Issuing Cheque Book to the Customers:
Fresh cheque book is issued to the account holder only against requisition on the
prescribed requisition slip attached with the cheque book issued earlier, after proper
verification of the signature of the account holder personally or to his duly authorized
representative against proper acknowledgment.
Figure: Procedure of issuance of a cheque book in flowchart

Source: Author
3.7 Procedure of issuance of a cheque book

A customer who opened a new a/c initially deposits minimum required money in
the account.
The account opening form is sent for issuance of a cheque book
Respected Officer first draws a cheque book
Officer then sealed it with branch name.
In-charge officer enters the number of the cheque Book in Cheque Issue Register.
Officer also entry the customers name and the account number in the same
Register.
Account number is then writing down on the face of the Cheque Book and on
every leaf of the Cheque book including Requisition Slip.
The name of the customer is also written down on the face of the Cheque book
and on the Requisition slip.
The word Issued on along with the date of issuance is written down on the
requisition slip.
Number of Cheque book and date of issuance is also written on the application
form.
Next, the customer is asked to sign in the Cheque book issue register.
Then the respected Officer signs on the face of the requisition slip put his initial in
the register and hand over the cheque book to the customer.

3.8 Closing the Account

Upon the request of a customer, an account can be closed. After receiving an application
from the customer to close an Account, the following procedure is followed by a banker.
The customer should be asked to draw the final cheque for the amount standing to the
credit of his a/c less the amount of closing and other incidental charges and surrender the

unused cheque leaves. The a/c should be debited for the account closing charges etc. and
an authorized officer of the Bank should destroy unused cheque leaves.
In case of joint a/c, the application for closing the a/c should be signed by all the joint
holders.
A banker can also close the account of his customer or stop the operation of the account

Death of customer.

Customers insanity and insolvency.

Order of the court(Garnishee order)

Specific charge for fraud forgery.

Stop payment of cheque.

A banker can stop payment of cheque of his customer under following

considerable circumstances

Firstly the account holder will apply to stop the payment of his cheque

There is a register for this purpose. It is kept by the authorized officer.

The officer will see the condition of account and verify everything.

In the ledger book, the officer will marked with red ink and the cheque will not be
paid.

3.9 Dishonor of Cheque

If the cheque is dishonored, JBL sends a memorandum (cheque return memo) to the
customer stating the reason in the following way

Refer to drawer.

Not arranged for.

Effects not cleared May be present again.

Exceeds arrangements.

Full cover not received.

Payment stopped by drawer.

Drawers signature differs/ required.

Alterations in date/figures/words require drawers full signature.

Cheque is posts dated/out of date/mutilated.

Amount in words and figures differs. Crossed cheque must be present through a
bank.

Clearing stamps required/requires cancellation.

Addition to the discharge of Bank should be authenticating.

Cheque crossed Account Payee Only

Collecting Banks discharge irregular/required.

If the cheque is dishonored due to insufficiency of funds SEBL inform theca/c

holder immediately.

3.10 Clearing Section

This section receives all kinds of Cheques in favor of the client for clearing as the part of
their banking service. After receiving the Cheque it is necessary to endorse it and cross it
specially. Basically the Cheques for clearing are of following types:
Figure: Cheques for Clearing
Types
Inward
Cheque

Explanation
Clearing Cheques
received
from the Clearing
House, of JBL

Clearing Process
Partys
A/C
------------------Dr.
JBL
General
Account----Cr.

OBC (Outward Bills Cheques of

for Collection)
branch of JBL

Clearing Cheque

Outward
cheque

other These Cheques are

directly sent to the
respective branch and
request them to send
IBCA. When IBCA
comes,
then
customers accounts
are credited for the
amount
of
the
Cheque.

Cheques of another These Cheques are

bank
within
our sent to clearing house
clearing house area
via the Principal
Branch. When drawer
bank
honor
the
Cheques, then the
account of Cheque
depositors
are
credited.

clearing Cheques of another

bank
which
is
situated outside the
clearing area

These Cheques are

cleared in two ways:
Firstly, if any branch
of our bank exists
within the clearing
house area of drawer
bank, then we send
the Cheque to that
branch of our bank
and
that
branch
collects the proceeds
through
clearing
house formalities and
sends an IBCA to us.
In second way, if
there is no branch of
our bank, then we
directly sends the
Cheque to the drawer
bank and request

them to send the

proceeds by PO or
DD or by in any other
means

Inward Bills for From other branch These Cheques are

Collection (IBC)
JBL
settled by sending
IBCA,
debiting
depositors account
and crediting senders
branch account.
From another bank These Cheques are
outside the clearing settled
debiting
house
depositors account
and sending DD or
PO in favor of
senders bank
Possibility
dishonor

of Unlike Cheque, there is no possibility of

dishonoring of PO / DD / TT because before
issuing, issuing bank takes out the amount of
the instrument in advance from the customer
common for all instruments

Source: By Author
Received for Collection: It will be given at the deposit slip.

Received too late for Collection: In case an Instrument if it is present for clearance after
the Banking hour, then this seal is given at the deposit slip.
Branch Crossing: Authorized officer put branch crossing at the face of instrument for
clearance.
Payee A/C credited: When an instrument is received by the clearance section then this
seal is put at the backside of the instrument.
Date: Date will place at the face of the instrument along with collection seal.
3.11 Money Transaction
Sending/Transfer money from one place to another place for the customer is another
important service of banks. And this service is an important part of countrys payment
system. For this service, people, especially businessmen can transfer funds from one
place to another place very quickly.

Demand Draft

Pay Order

Online Transaction

The bank followed modern online transaction (payment & withdrawal of fund) through
high-speed WAN service. It is remarkable that customers are often taking advantage of
the online transaction. The charges of online transaction are tabled below. It should be
mentioned that, there is no commission and fee charged in online transaction inside the
clearinghouse. In case of outside the clearinghouse, commission is tk.0.10 and 15% VAT
on the commission. The minimum charge is tk.0.10 commission and VAT on it.
Figure-9: Modes of money transfer:
Points

Pay Order

Demand
Draft

Online
Transaction

Explanation

Pay
Order
gives
the
payee the right
to
claim
payment from

Demand Draft
is an order of
issuing bank
on
another
branch of the

Issuing
branch
requests another
branch to pay
specified money
to the specific

the
bank

Payment from

issuing same bank to payee on

pay specified demand by Online
sum of money
to payee on
Demand.

Payment from Payment from Payment

from
issuing branch ordered
ordered branch
only
branch

Generally
Within
the
used to Remit clearinghouse
fund
area of issuing
branch.

Outside
the Anywhere in the
clearing house country
area of issuing
branch. Payee
can also be the
purchaser.

Payment
Payment
is 1.
Confirm
Process of the made through that the DD is
paying bank
clearing
not
forged
one.
2.Confirm
with
sent
advice
3.Check the
Test Code
4.Make
payment
Charge

1.Confirm issuing
branch 2.Confirm
Payee
A/C
3.Confirm amount
4.Make payment
5.Receive advice

Commission + Commission + No
Vat
telex charge
charge/Commissio
n

Source: Author
3.12 Accounts Department
Accounts Department is called as the nerve Centre of the bank. In banking business,
transactions are done every day and these transactions are to be recorded properly
and systematically as the banks deal with the depositors money. Any deviation in
proper recording may hamper public confidence and the bank has to suffer a lot
otherwise. Improper recording of transactions will lead to the mismatch in the debit

side and in the credit side. To avoid these mishaps, the bank provides a separate
department; whose function is to check the mistakes in passing vouchers or wrong
entries or fraud or forgery. This department is called as Accounts Department.
Besides the above, the bank has to prepare some internal statements as well as some
statutory statements which to be submitted to the central bank. Accounts
Department prepares these statements also. The department has to submit some
statements to the Head office, which is also consolidated by the Head Office later
on. The tasks of the department may be seen in two different angles:
1. Daily task:
The routine daily tasks of the Accounts Department are as follows,

Recording the transactions in the cashbook.

Recording the transactions in general and subsidiary ledger.
Preparing the daily position of the branch comprising of deposit and cash.
Preparing the daily Statement of Affairs showing all the assets and liability of the
branch as per General Ledger and Subsidiary Ledger separately.
Making payment of all the expenses of the branch.
Recording inter branch fund transfer and providing accounting treatment in this
regard.
Checking whether all the vouchers are correctly passed to ensure the conformity with
the Activity Report; if otherwise making it correct by calling the respective official
to rectify the voucher.
Recording of the vouchers in the Voucher Register.
Packing of the correct vouchers according to the debit voucher and the credit voucher.

2.

Periodic task:

Preparing the monthly salary statements for the employees.

Publishing the basic data of the branch.
Preparing the weekly position for the branch which is sent to the Head Office to
maintain Cash Reserve Requirement (C.R.R)
Preparing the monthly position for the branch which is sent to the Head Office to
maintain Statutory Liquidity Requirement (S.L.R)
Preparing the weekly position for the branch comprising of the breakup of sector wise
deposit, credit etc.

Preparing the weekly position for the branch comprising of denomination wise
statement of cash in tills.

Preparing the budget for the branch by fixing the target regarding profit and deposit
so as to take necessary steps to generate and mobilize deposit.

Preparing an Extract which is a summary of all the transactions of the Head Office
account with the branch to reconcile all the transactions held among the accounts of
all the branches.
In my 3 months internship experience at JBL Dilkusha branch I mainly got the chance to
work with the front desk, accounts and clearing section of general banking rather than
cash section. Therefore I have very little idea about this section which I have presented
below3.13 Cash Section
Cash department is the most vital and sensitive organ of the branch as it deals with all
kinds of cash transactions. This department starts the day with cash in vault. Each day
some cash that is opening cash balance are transferred to the cash officers from the cash
vault. Net figure of this cash receipts and payments are added to the opening cash
balance. The figure is called closing balance. This closing balance is then added to the
vault. And this is the final cash balance figure for the bank at the end of any particular
day.

4.1 Cross-Table Analysis of Qualification Model of Work Process

Here, The Required qualification to perform successfully the activities of General
Banking and Available specifications were analyzed in a cross table.
Required and Available qualities of the employees and the Bank
Acti Psychological
Academic
Supportive instruments
vitie
s
Particular Hig Mi Lo Particula Hig Mi Lo Particulars Hig Mi Low
s
h
d
w
rs
h
d
w
h
d
Cash Job stress
managing

Motivatio
n

Job
understa
nding
Business
Knowled
ge

Money
Counter

Computeri
zed
Connectivi

Patience

Conflict
Avoidanc
e

Fron
t
Desk
/
Acc
ount
open
ing/
Cust
omer
Serv
ices
Acc
ount
s

Patience

Clea
ring

Stress
managem
ent

Patience

Stress
Controllin
g

Work
Motivatio
n
-

Compute
r Skill

Verbal
Excellen
cy

Business
Knowled
ge
Conflict
Avoidan
ce

Numeric
al
Intellige
nce
Compute
r skill

Deep
Concentra
tion
Source: Author

ty
Well
Designed
Communic
ation
Channel
Conflict
Resolution

Timeline
ss

4.2 Management Standards of Jamuna Bank

Computeri
zed
Connectivi
ty
Conflict
Resolution

Necessary
Info.
&
Document
s

Computeri
zed
Connectivi
ty
Office
instrument
s

4.2.1.1 Leadership: First of all we will judge the leadership capabilities of the sample
institution. For this, we will be assuming different leadership attributes which discover
the actual scenario.
According to, (Maurice Elias, 2014), There are Seven Characteristics of Highly Effective
Leaders, By depicting this model to analyze the leadership situation of our sample we
find that.
Attributes
Highly Effective
Jamuna Bank
A Sense of Purpose

Justice

Temperance

X
Respect

X
Empowerment

X
Courage

Deep Commitment

Source: Author
The Branch has a great leader, pioneer in banking and awarded couple of times, But, The
superiors who were considered as the leaders have lack of key qualities as observed.
4.2.1.2 Business Ethics: On the parameter of Groan and Wood, We can see That Business
Ethics has dependent and independent variables.

Source: (Sevenseon, 2008)

Our Sample Branch has not been successfully met following variables in their work
commitment.
Expectations
Perceptions
Evaluations

International Business with Customer Relationships

Integrity
Increased Education
Competitor Relationships
Socially
Responsible
Managers

Law full Behavior

Better Corporate Citizens
Environment Friendly
Employee Related

Source : Author
Hence, We didnt find any Quality council and Quality statements initiated by the C.E.O
at our Sample Branch.
4.2.2 Customer Satisfaction: The customer base of the branch is constituted of Mid-Level
Business Entrepreneurs (Sigma Lubricants, Partex Pvc, Partex Furnitures, Jamuna Bank
Capital Management, Shadharan Bima Corp Etc, Not exceeding value 20 cores BDT ).
They are provided services in day to day basis by the branch. We have seen following
errors in against of customer satisfaction, in addition an empirical hypothesis study of this
section has been conducted elsewhere of the report.
Types
Perceive of Quality
Feedback
Using Customer Complaints
Service Quality
Translating
needs
into
requirements
Retention

Degree
High
Low
Low
Low
Slow

Situation
Unsatisfied
Unsatisfied
Unsatisfied
Unsatisfied
Unsatisfied

Nil*

Unsatisfied**

Source: By Author
*It has been not seen that the clients are decreasing but it can be forecasted after
acknowledging the branchs service that they will be unsuccessful to retain their
customers.
** It cant be said that overall customers are unsatisfied with the service, there are quite a
good numbers of satisfied customers of the branch, but findings suggests that, if they
dont push themselves for better quality output, they will lose their ground.
4.2.3 Employee Engagement: The branch takes minimum measure to engage employees
into the mainstream of economic sustainability and growth. Considering some measures
it is scrutinized into terms.
Expectation
Reality
Motivation
Unavailable
Employee Surveys
Unavailable
Empowerment
Unavailable

Teams
Available But not Active
Suggestion Teams
Unavailable
Recognition and Reward
Available
Gain sharing
Available
Performance Appraisal
Unavailable
Unions
Unavailable
Source: By Author
There are teams at the branch, but co-ordination, cohesion is not at desired terms. Such
scenario suggesting that the branch has no employee engagement and they are unaware of
the positive relationship between employee engagement and economic growth.
4.2.4 Continuous Process Improvement: It has been seen that there are no active forces to
ensure its continuous process improvement.
4.2.4.1 Juran Triology is consisted of Planning, Control and Improvement. As per as to
Juran, it is very important to understand customer needs and the requirement which
applies to all those involved in marketing, designing, manufacturing, and services. To
identify the customer's needs is to require more powerful analysis and understanding to
reach the product meets of the customers' needs and is to fit for its intended use, and it's
not just meeting product specifications. Thus here the market research is essential for
identifying customers' needs and in order to ensure design quality, as he proposed that the
use of techniques given by him includes quality function deployment, experimental
design, reliability engineering and concurrent engineering(Uk Essays.com).
Our study reveals that the branch has adopted minimum control measures and there is a
sloth tendency towards improvement. Branch employees has given enough freedom to
perform tasks, but there is no review of work process for efficiency, or thrive for more
productivity. Weaker control shows weaker areas on improvement.
4.2.4.2 According to PDSA cycle which comprises of seven co-related phases. The first
two phases, of Pareto analyses to analyze repetitive external alarm, and internal alarm
signals, are not being conducted here. So, it is clear that our branch dont use PDSA cycle
as a tool of its problem solving.
4.2.4.3 Kaizen is a Japanese word for the philosophy that defines managements role in
continuously encouraging and implementing small improvements involving everyone
(Gleen, 1996). We will now analyze the firms dedication to kaizen:
Attributes
Availability
Value Added and Non Value Added Moderately important for the firm to
Work Activities
focus on non-value added activities,
Muda
Seven classes of waste-over production,
delay, transportation, processing, wasted

motion, and defective parts. There is high

contribution of the firm on these seven
classes of waste.
Motion Study
Not Available
One Piece flow material handling
Not Available
Documentation of Standard operating Available but not Followed
procedures
Seiko, Seaton, Sikeston, Seiko, Shinseki
Theres proper arrangement (Seiko),
Orderliness
(Seiton),
Personal
Cleanliness (Seiketso), Cleanup (Seiso)
but not Discipline (Shitsuke)
Visual
displays
for
Better Not Available
Communication
Just-in-Time
Not Maintained
Poka-Yoke
Errors are detected but not Prevented
Team Dynamics
Not maintained
(problem solving,
communication skills and conflict
resolution )
Source: By Author
From the above analysis we can say that, Kaizen is not maintained by our sample branch.
4.2.4.4 Six Sigma: Six Sigma is an important advance in quality management and
process improvement in the last two decades. Six Sigma has gained wide popularity in
various types of organizations since the 1990s. Most Fortune 500 companies have
adopted Six Sigma (Goh, 2002). Comparing to its impressive track records in practices,
research on Six Sigma was at a rather low level due to several reasons. Some scholars
view Six Sigma as applying a set of statistical tools and techniques (e.g., Das et al.,
2008).
It has been seemed that the firm has no Six Sigma adoption activities in its daily
activities. There are no track records of work process. We think the branch determines its
success on its final output.
4.2.5. Benchmarking: Our sample didnt have any benchmark to compare its standards
and push the activities to fall into acceptance zone of standard. As there is no use of
measuring actual standard it is obvious that the firms philosophy dont follow
Benchmarking as a managerial improvement tool.
4.2.6 Information Technology: To conform to the Bangladesh Bank Law and Compliance
the Firm uses Flora Software to process its transaction. It has been practically observed

that the Software is a key tool for firms success. As, Seventy Five percent of the General
banking activities depends on the data processed and artificial intelligence of the
software. Infect, All the involved departments do their work process on this software. So,
Final Output is mostly depended on the information provided by the software. Now, We
will Analyze the software whether it is viable to the standard technological implication
for our sample or not.
Information Quality Issues
Sufficiency
Accuracy
Timeliness
Intellectual Property
Security
Cybercrime
Privacy
Pollution
Creativity
Control and Prevention

Attributes of Flora at Branch

High
High
Very Low
High
Moderate Access Security; Low- Transaction
Security,
Possibility High
Low
High, Too Much Out dated information at Database
Moderate But Helpful, Not Satisfactory
Moderate, (Dedicated Engineers are there, but
Firewall and Up gradations is not Up to the mark)

Source: By Author
The firm also doesnt focus on future requirement or breakthrough innovations that could
change the firms profit base into more productive one, Then at is software although
meeting current needs of the bank, Future orientation should be started as, Banking
industry is a highly competitive Bangladesh.
4.2.7 Quality Management System: Regular Audits is being conducted, and
Documentation is maintained. But, the implementations of the audit suggestions are rare
and even if conducted the construction is slow in progress.
4.2.8 Environment Management System: The Most Pioneer Environment Management
System model has been provided by ISO 14001. That is as Follows:

Source: International Organization for Standardization

Our findings show that the Branch didnt follow any environmental policy to protect and
be responsible to the society as well as stakeholders.
4.2.9 Quality Function Deployment:
Quality Function Deployment is a tool for bringing the voice of the customer into the
product development process from conceptual design through to manufacturing. It begins
with a matrix that links customer desires to product engineering requirements, along with
competitive benchmarking information, and further matrices can be used to ultimately
link this to design of the manufacturing system (Cristiano et. Al 2003).
Whether the Firm deploys any quality function or not is being checked on following
attributes:
Required
Situation
The QFD team
Not Available
The Voice of The Customer
Not Acknowledged
Organization of Information
No tendency to be
House of Quality
Not Available
Decision:

Threes no QFD process followed by

Studied Sample Branch

Source: By Author
4.2.10 Use of Management Tools:
We will now check the firms using of standard management tools for effective decision
making. As, such tools are important to accurate goal setting and desired output,
Assuming that only profit couldnt convey the actual standard of the Financial Institution.

Standards
Forced Field Analyses
Nominal Group Technique
Affinity Diagram
Interrelationship Digraph
Tree Diagram
Matrix Diagram
Process Decision Program Chart
Activity Network Diagram
Statistical Process Control
Source: By Author

Use
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Used in Training Manuals Only
Not Used

This shows, How poor the firm is in decision making efficiency, as Neither tools are
taken in account for its decision making.
Now, We will skeptically discuss the Banks negative marketing, as the Conveyed values
of The Bank havent been found in product delivery to the customers.
4.3 Cross Table Analyses of Firms Strategic Planning and Commitment with
Significance:
What The Bank Delivers as its strategic planning and commitment towards clients
whether they conform to it or not is being analyzed in this section.
Cross Table Analyses of Strategic Planning and Commitment Analysis
Particulars
Significance Review
Vision
Vision statement provides that the banks vision is to be a leading Bank in
the country. But the way bank operates its activities can be labeled as
middle, somewhere as lower middle category, considering its overall
1. Service Quality
2. Employee Motivation
3. Customer Satisfaction
4. Leadership Development
5. And employee performance, where Management concerns to
change these situations is so little.
Mission
Mission statement follows that the customer services should be provided on
timely basis. But we found that due to lack of
1. Job experience
2. Business Information
3. And efficiency and effectiveness,
Timeliness cannot be maintained.
Objectives

Objectives that still not achieved or poorly achieved:

A. Improved services

B. Establishing Relationship Banking

C. Maintaining adequate control systems and transparency in
procedures.
D. Developed Work Force
E. Pursuing an effective system of management
Values those are poorly available
Customer Focus
Quality
Harmony
Business Ethics
Unique Culture

Values

Source: Author
4.4 Hypothetical Analysis:
4.4.1 Analysis of Hypothesis of Customer Satisfaction:
H0a: Customers are satisfied with the service provided by the bank
Ha: Customers are not satisfied with the service provided by the bank
Provided that H0a(1,2,3,..,22)
altogether reflects our
and, Ha(1,2,3,.,22) altogether reflects our alternative Ha.
If, Calculated Value is Less than Critical Value, H0 is rejected.
H0a
1

2
3
4
5
6

7
8

Mea
n
When the bank promises to do 15 1.6
something by a certain time, it does
so.
When you have a problem, the bank 15 1.53
shows a sincere interest in solving it.
The bank performs the service right 15 1.58
the first time.
The bank provides its service at the 15 1.56
time it promises to do so.
The bank insists on error free records. 15 1.5
Employees in the bank tell you 15 1.51
exactly when the services will be
performed.
Employees in the bank give you 15 1.61
prompt service.
Employees in the bank are always 15 1.53
willing to help you.

H0a.

Standard Value of Decision

Deviation t
0.517
-16.234 Rejected

0.523

-7.898

Rejected

0.561

-12.321

Rejected

0.534

-12.22

Rejected

0.565
0.523

-11.23
-9.89

Rejected
Rejected

0.598

-12.34

Rejected

0.556

-10.5

Rejected

15 1.62

0.543

-10.78

Rejected

15 1.54

0.575

-12.34

Rejected

15 1.63

0.512

-9.56

Rejected

15 1.68

0.598

-12.45

Rejected

15 1.57

0.523

-12.33

Rejected

15 1.51

0.552

-19.54

Rejected

15 1.71

0.511

-11.92

Rejected

16

The bank has employees who give 15 1.34

you personal attention.

0.568

-13.41

Rejected

17

The bank has your best interests at 15 1.45

heart.

0.593

-15.456

Rejected

18

The employees of the bank 15 1.39

understand your specific needs.

0.521

-13.323

Rejected

19

Overall, I am satisfied with the bank 15

services

1.42

0.598

-17.862

Rejected

20

I say positive things about the bank to 15

other people

1.38

0.512

-12.345

Rejected

21

I intend to continue being a customer 15

of the bank for a long time to come

1.57

0.567

-11.56

Rejected

22

I will encourage friends and relatives 15

to use the service offered by the bank

1.42

0.597

-12.34

Rejected

10
11
12
13
14
15

Employees in the bank are never too

busy to respond to your request.
The behavior of employees in the
bank instills confidence in you.
You feel safe in your transactions with
the bank.
Employees in the bank are
consistently courteous with you.
Employees in the bank have the
knowledge to answer your questions.
The bank gives you individual
attention.
The bank has operating hours
convenient to all its customers.

So, the Hoe( 1,2,3,,22) is rejected. Hence Ha(1,2,3,,22) is

accepted.
That means, that Customers are Highly Dissatisfied with the service provided by the
bank.

4.4.2 Analysis of Hypothesis of Employee Satisfaction:

H0b: Employees are satisfied with the compensation and reward system of the bank
Hb: Employees are not satisfied with the compensation and reward system of the bank
Provided that H0b(1,2,3,..,11) reflects our H0a. and, Hb(1,2,3,.11)
reflects our alternative Ha.
If, Calculated Value is Less than Critical Value, H0 is rejected
H0
b
1
2
3
4
5
6
7
8
9
10

11

1.35
1.55

Standard
Deviation
0.597
0.533

Value of Decision
t
-15.234 Rejected
-8.898
Rejected

15

1.22

0.521

-10.321

Rejected

15

1.90

0.564

-11.22

Rejected

15

1.56

0.585

-13.23

Rejected

15
15

1.63
1.69

0.513
0.528

-9.89
-11.34

Rejected
Rejected

15

1.02

0.566

-9.5

Rejected

15

1.214

0.523

-10.78

Rejected

15

1.933

0.585

-12.34

Rejected

The rewards motivate me to perform 15

well in my job.

1.294

0.532

-9.56

Rejected

The compensation is fair enough

The reward system acknowledges
my work effort and position
The benefits are satisfactory and
standard
My Family is satisfied with benefits
logically related with my position
The
rewards
are
distributed
rightfully
The rewards match my work effort.
I
am
satisfied
with
the
quality/quantity of the rewards.
I am ready to increase my work
efforts in order to gain the rewards.
Employees work more as a team in
order to gain the rewards.
The rewards have a positive effect
on the work atmosphere.

Mean

15
15

So, the H0b( 1,2,3,,11) is rejected. Hence Hb(1,2,3,,11) is

accepted.
That means, Employees are not satisfied with the compensation and reward system of the
bank .

5.1 Internship Experience

I did my three month internship program in Jamuna Bank Ltd, Dilkusha branch.
During my internship program, I gained lots of experience about corporate
environment. My internship experience are given below5.1.1 Internship Position, Duties & Responsibilities

The report has been prepared on the basis of experience gathered during the period of
internship. Within this time of period, I mainly worked with departments namely General
Banking and Clearing department. Bank is not follow any guideline or fixed any
responsibilities for internship student. Mainly I have done many pending/daily works of
the account opening section and clearing department. Besides that I have done different
types of tasks in different desks whenever they assigned me to do.
5.1.2 Account Opening Department
I worked at Jamuna Bank Limited, Dilkusha Branch where firstly I have started with the
account opening department. Here I have learned the procedure of opening an account
and the documents that are needed for opening an accounts & types of accounts dealt by
Jamuna Bank Limited. My immediate supervisor tried to give me a brief description of
her routine tasks before deploying me to any specific task. Later on through my personal
observation and superior officers guidance, ultimately allow me to understand the
purpose of various types of accounts along with their features which includes, current
account (C/A), saving accounts (SB), STD, FDR etc. She also assist me, how to deal with
clients versatile questions regarding different accounts opening, what amount of interest
rate they will get from these different categories of accounts, how to locate desired check
books from the bundle according to customers requirements and many more.
5.1.3 The following activities were done by me

Giving the customers the information what type of documents will be

required to open an account. I used to tell them they need two copies of their
photograph and two copies photograph of the nominee and the photocopy of

the clients and nominees national ID

Prefix wise filing & sequencing different account forms in different files.
Correction of uncompleted forms which have detected by internal audit. Like
there were some forms which were filing up without putting account number,
title name, nature of organization etc. Some form kept without proper address,
TIN, National ID card number and so on. My job was to complete those
information from attached required certificates or copies.

Fill up Know Your Customer (KYC) form for personal and corporate risk rating.

There my task was to find risk level and risk rating of personal or corporate by
considering TP form for the purpose of measuring overall risk assessment.
Making phone calls for collecting necessary photograph, photocopy of trade

license, National ID card or any other inquiries.

Distribution of desired cheque book by asking their name, account number and

then verifying them, receiving them from the courier moreover sometimes
making phone calls to those clients who did not collect their cheque book after
passing 2 or 3 month.

Performing customer services and providing account related information.

Used the photocopy and printing machine for required purpose

Finding the DPS and old account opening forms which have closed

5.1.4 Accounts & clearing Department

Accounts department is sensitive part of a bank. I have worked in the accounts
Department for few days. This department is one of the important and busy departments.
Actually, in this department, all the department task, all department transaction vouchers
are maintained. All accounts are finalized and maintained and send its one copy in
corporate branch. Moreover, all kinds of daily expenses are maintained and office
materials and equipment like- Pen to office clearing material everything purchase
documents and its accounting procedure all are maintained in this department.
Printed out the transaction listing of previous day for checking Debit and
credit voucher.
Voucher sorting, counting and filing by checking the number of accounts
has been debited or credited, check the account holder signature, account

number so on.
Debit and credit voucher separation.

Registered the entire vouchers in register book after checking the voucher
with the trail list of branch in details. Here the amount of debit and credit
voucher will be same but the number can differ. After check requisition, a list
of check book holders name with a/c no are given to write down in cheque

book register.
Stamping various kinds of documents with authorization and endorsement
seal.

6.1 Recommendations

a) The Firms Management Standards are not Up to the mark as shown, So it is

inevitable to strengthen its management.
b) For enhancing The capacity of Management, The Firm might engage consultation.
c) Firm shown too much confident about its customers, Despite the poor customer
service of the bank. The Firm should re-check its customer base and Use
benchmark practices to satisfy and retain customers.
d) It has been seen that, the Firm, didnt comply with the Policy and Rules which it
has self made. The Actual practices are way too differing than its strategic
planning. So, Management should conduct control mechanism and review the
planning process.
e) Qualification-Requirement Model illustrates the lack of qualities among the
employees in various genre.

f) The analysis of the Management Standards of the Bank has given a proper view
of the Firms lickings in multiple sectors. All the clusters should be audited and
reviewed for the improvement of the firm.
g) Employee satisfaction survey has been seen as a non-priority issue for the firm.
But, It should not forget that employees are the heart of an institution. More
intensively survey should be made and according to the results adjustments
should be intensified.
h) Customer complaints, service are not up to the mark for the firm. The study
forecasted that clients will be hard to retain for the firm. In no time such actions
should be taken to ensure customer satisfaction.
i) The overall profile of the bank suggests that it has the potential to be a pioneer in
banking industry. But, For that, It should seriously look over the flaws the study
has suggested. Otherwise, competition of the industry is ever competitive to grasp
a loose one.

6.2 Conclusion
This Internship report is a road mark for understanding general banking approaches
evaluating the standards of this activities. Threes lot more scope to understand and
evaluate these activities which were not possible due to various kinds of technical
limitations. But I think, This report will provide a standard format for future research and
proceedings.

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Appendix
Questionnaire1 Customer Survey Satisfaction
The objective of this questionnaire is to collect information about the quality of service
offered by banks.
Individual description
1. Sex:
Male ( )
Female (
2. Age:
18 to 30 (

31 50 (

51 and above (

3. Educational level:
Postgraduate ( )
4. Frequency of using the bank:
Daily (
Weekly ( ) Monthly (
) Other: ___

Diploma (

Undergraduate (

The following statements relate to your feelings about the particular bank you have
chosen. Please show the extent to which you believe this bank has the feature described
in the statement. Here, we are interested in a number from 1 to 5 that shows your
perceptions about the bank. You should rank each statement as follows:
Strongly Disagree
1
2

Strongly Agree
3

1. When the bank promises to do something by a certain time, it does so.

2. When you have a problem, the bank shows a sincere interest in solving it.

3. The bank performs the service right the first time.

4. The bank provides its service at the time it promises to do so.

5. The bank insists on error free records.

6. Employees in the bank tell you exactly when the services will be performed.

7. Employees in the bank give you prompt service.

8. Employees in the bank are always willing to help you.

9. Employees in the bank are never too busy to respond to your request.

10. The behavior of employees in the bank instills confidence in you.

11. You feel safe in your transactions with the bank.

12. Employees in the bank are consistently courteous with you.

13. Employees in the bank have the knowledge to answer your questions.

14. The bank gives you individual attention.

15. The bank has operating hours convenient to all its customers.

16. The bank has employees who give you personal attention.

17. The bank has your best interests at heart.

18. The employees of the bank understand your specific needs.

19. Overall, I am satisfied with the bank services

20. I say positive things about the bank to other people

21. I intend to continue being a customer of the bank for a long time to come

22. I will encourage friends and relatives to use the service offered by the bank

Questionnaire2 Employee Satisfaction Survey

1. Age

16-26
27-37
38-48
49-59
Over 59

2. Sex
Female
Male
3. How many years have you been working in your current work tasks?
less than 1 year
1-2 years
2-5 years
5-10 years
Over 10 years
4. How many years have you been working in Jamuna Bank?
less than 1 year
1-2 years
2-5 years
5-10 years
Over 10 years
Answer to the following statements by choosing whether you strongly agree, agree,
disagree , neither agree or disagree, strongly disagree.
5. The rewards are distributed rightfully.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree
6. The rewards match my work effort.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree
7. I am satisfied with the quality/quantity of the rewards.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree
8. I am ready to increase my work efforts in order to gain the rewards.

 strongly agree
agree
neither agree or disagree
disagree
strongly disagree
9. Employees work more as a team in order to gain the rewards.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree
10. The rewards have a positive effect on the work atmosphere.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree
11. The rewards motivate me to perform well in my job.
strongly agree
agree
neither agree or disagree
disagree
strongly disagree