Internship Report

An Internship Report on
“Agriculture Development Bank Limited”
Prepared by
Reshma Maharjan
MBA 5th Trimester
Ace Institute of Management
Submitted to:
Pokhara University
In partial fulfillment of the requirements for the degree of
Master of Business Administration
Kathmandu
March, 2020
LETTER OF ACCREDITATION
1
LETTER OF ACCREDIATATION
It is hereby certified that this report, entitled
“An internship Report on Agriculture Development Bank Limited”
Prepared by Ms. Reshma Maharjan
Is an outcome of 9 weeks internship undergone at
“Agriculture Development Bank Limited”.
The facts and ideas presented in this report are an outcome of the students’
hard work and dedication to the project, undertaken as a partial fulfillment
for requirements for degree of
Masters of Business Administration
The outcome of this project has been highly appreciated.
……………………….. .………………………
Mrs. Kalpana Sedhai External Evaluator

Branch Manager Pokhara University
Agriculture Development Bank Limited
2
ACKNOWLEDGEMENT
The report entitled “An internship report on Agriculture Development Bank Limited”
has been prepared for the partial fulfillment of requirement for the degree of MBA.
As learning is the ever going process and being confined to knowledge embedded in
books are not sufficient to adjust rapidly transforming contemporary business world,
this internship has been proved to be a landmark in my life which has given me new
experience, skills and understanding of corporate culture. Hence, I have a great deal
of enthusiasm to embellish the report in the most lucid manner.
I would like to express my gratitude to our respected program coordinator Mr.

Sandesh Karmacharya and our head of career and placement department Mrs.
Sameena Shrestha of Ace Institute of Management for providing the opportunity to
undergo the internship period.
I am also grateful to Mrs. Kalpana Sedhai (Branch Manager) and all the staffs of
ADBK Kalanki branch for the continuous support and teachings during my internship.
The amicable staffs and the environment was very helpful in providing me this
opportunity for accumulating a handful of knowledge, skills and corporate attitude in
a short span of time.
Reshma Maharjan
MBA Fall
5th trimester
LIST OF ACRONYMS
AIM : Ace Institute of Management
ADBL : Agriculture Development Bank
MBA : Masters of Business Administration
BAFIA : bank and Financial Institution Act
RO : Regional Office
CSD : Customer Service Department
BFI : Banking and Financial Institutions
CTI : Central Training Center
RTC : Regional Training Center
ECC : Electronic Cheque Clearance
ATM : Automated Teller Machine
CIC : Credit Information Company
KYC : Know Your Customers
SMS : Short Message Service

LIST OF TABLES AND FIGURES
LIST OF TABLES
No. Table Page
Table 1: List of products and services............................................................................4

Table 2: Composition of BODs....................................................................................11
Table 3: Members of Board of Directors.....................................................................11
Table 4: Members of Management Team....................................................................11
Table 5: Capital Structure of ADBL............................................................................12
Table 6: Capital Plan of ADBL....................................................................................12
LIST OF FIGURES
No. Figure
Page
Figure 1: Three Tier Organizational Structure.............................................................10

EXECUTIVE SUMMARY
Academic knowledge counts a lot in our life; however, application of academic

knowledge in practical filed is the prerequisite of sharpening of knowledge. Exposure
to external environment and ability to seamlessly integrate the academic knowledge in
solving the practical problems is the rudimentary requirement for survival in
competitive environment. Consequently, student’s f MBA should enroll in the
internship in any organization for a minimum period of eight weeks as per the
requirement of Faculty of Management of Pokhara University. The internship course
in fifth trimester is designed to acquaint students with organization, organizational
structure, work settings, corporate culture and attitude and corporate social
responsibility. The major purpose of the internship program is to apply the academic
knowledge in practical work setting as well as develop the necessary skills and
working abilities that one needs to have to establish a professional career.
For my internship I chose Agriculture Development Bank Limited here I did 9 weeks
of internship. I was placed in various departments namely remittance, customer
service, loan and account /administration department. So, the report revolve around all
the activities performed in all these departments, things learned and the working
procedure of the bank.
Chapter one deals with the introduction of ADBL, its vision, mission, objectives,
products and services and organizational structure. Chapter two deals with the
activities performed in the various departments, work procedure, role of the intern,
problems solved and key observations during the period of internship. While, chapter
three deals with the skills acquired during the internship, program and workplace
relationship. Finally chapter four deals with the overall conclusion of the report,
feedback to college and the organization.
TABLE OF CONTENTS
ACKNOWLEDGEMENT..............................................................................................i
LIST OF ACRONYMS.................................................................................................ii
LIST OF TABLES AND FIGURES............................................................................iii
EXECUTIVE SUMMARY...........................................................................................iv
CHAPTER ONE............................................................................................................1
INTRODUCTION..........................................................................................................1
1.1 Background of the Study......................................................................................1
1.2 Objectives of the Internship..................................................................................1
1.3 Details of the Internship at ADBL........................................................................1
1.4 Introduction of ADBL..........................................................................................2
1.4.1 Organization’s Vision and Mission...............................................................3
1.4.2 Major Markets and Customers of ADBL......................................................3
1.4.3 Products and Services offered by ADBL.......................................................4
1.4.4 Organization Structure and Design of ADBL................................................9
1.4.5 Financial Structure of ADBL.......................................................................11
1.4.6 Area of Operation at ADBL.........................................................................12
CHAPTER TWO.........................................................................................................14
ACTIVITIES/ROLES UNDERTAKEN DURING INTERNSHIP.............................14
2.1 TASK PERFORMED AT REMITTANCE DEPARTMENT............................14
2.1.1 ACTIVITY 1: Dealing with customers and providing necessary forms for
transaction.............................................................................................................14
2.1.2 ACTIVITY 2: Entry and Scanning of ECC cheques...................................16
2.1.3 ACTIVITY 3: Remittance collection of customers.....................................17
2.1.4 ACTIVITY 4: ATM Card collection, SMS and mobile banking registration
..............................................................................................................................17
2.2 TASK PERFROMED IN CUSTOMER SERVICE DEPARTMENT...............18
2.2.1 ACTIVITY 1: Filling account opening form, deposit voucher, cheques and
account closing forms...........................................................................................19
2.2.2 ACTIVITY 2: New opening and renew of fixed deposits and KYC update
..............................................................................................................................20
2.2.3 ACTIVITY 3: Cheque book issuance and providing statement..................20
2.3 TASK PERFROMED IN LOAN DEPARTMENT...........................................21
2.3.1 ACTIVITY 1: Filling additional loan forms and loan renew forms............21
2.3.2 ACTIVITY 2: Bank guarantee and bid bond entry.....................................22
2.3.3 ACTIVITY 3: Filing of the documents and loan files.................................23
2.4 TASK PERFROMED IN ACCOUNT/ADMINISTRATION DEPARTMENT23
2.4.1 ACTIVITY 1: Scanning of documents........................................................24
2.4.2 ACTIVITY 2: Filing of vouchers and attendance record of bank staffs.....24
2.4.3 ACTIVITY 3: Locker entry and filling new locker forms..........................25
2.5 PROBLEMS IDENTIFIED AND SOLVED.....................................................25
2.6 INTERN’S KEY OBSERVATIONS.................................................................27
CHAPTER THREE......................................................................................................28
PROGRAM WORKPLACE RELATIONSHIP..........................................................28
3.1 SKILLS USED...................................................................................................28
3.2 PROGRAM WORKPLACE RELATIONSHIP.................................................29
CHAPTER FOUR........................................................................................................32
CONCLUSION AND RECOMMENDATIONS.........................................................32
4.1 CONCLUSION..................................................................................................32
4.2 RECOMMENDATIONS TO ADBL.................................................................33
4.3 REOMMENDATION TO UNIVERSITY/ COLLEGE.....................................34
BIBLIOGRAPHY........................................................................................................35
APPENDIX..................................................................................................................36
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study

The internship program is the requirement of the MBA degree in which students need
to undergo internship of certain weeks in real work environment in order to gain how
work environment in organizations take place. The mission of MBA program is to
develop socially responsive, creative and result oriented management professionals to
fill up the higher level managerial position in the rapidly growing business sector in
Nepal. The primary goal of internship is to provide a student with real work life
experience and as opportunity to apply theoretical concepts in real life situation.
I selected Agriculture Development Bank to complete my internship tenure and was

placed in Kalanki branch. The duration of my internship was nine weeks (January 16
to March 17 2020). I was placed in remittance, customer service, loan and accounts
department where I gained various knowledge about all the activities of the bank.
1.2 Objectives of the Internship

The prime objective of internship program is to assist students in getting on with the
corporate culture, work environment, complexity in organizational setting, delegation
of authority and responsibility. Moreover, the internship program is designed to aid
students in applying the academic knowledge and practical work dynamics. As partial
fulfillment of the requirement of the Master in Business Administration program of
Pokhara University, I was assigned to Agriculture Development Bank Limited in
remittance, customer service, loan and accounts department of Kalanki branch. Major
objectives of my internship was to understand the working procedure and activities of
the bank.
1.3 Details of the Internship at ADBL

Address: Kalanki, Kathmandu
Position: Intern
Department: Remittance, Customer Service, Loan and Administration/Accounts

Working Duration: 9 weeks (January 16 to March 17 2020)
Work Hours: 6 hrs a day (10:30 to 4:30)
Name and Designation of Internship Supervisor at ADBL: Kalpana Sedhai, Branch

Manager
Name and Designation of Internship Supervisor at AIM:
1.4 Introduction of ADBL

Agriculture Development Bank Limited (ADBL) is an autonomous organization
largely owned by the Government of Nepal. With the main objective of providing
institutional credit for enhancing the production and productivity of the agricultural
sector in the country, the Agricultural Development Bank, Nepal was established in
1968 under the ADBN Act 1967, as successor to the cooperative Bank. At the
introductory phase the bank was under ministry of agriculture which was later kept
under ministry of finance. The Land Reform Savings Corporation was merged with
ADBN in 1973. Subsequent amendments to the Act empowered the bank to extend
credit to small farmers under group liability and expand the scope of financing to
promote cottage industries. The amendments also permitted the bank to engage in
commercial banking activities for the mobilization of domestic resources. The bank
has been working as a premier rural credit institution since its establishment,
contributing substantial agricultural credit supply in the country. Rural finance has
been the principal operational area of ADBN in the past. However, the bank is also
involved in commercial banking operations since 1984, to provide commercial
banking services.
The enactment of Banks and Financial Institutions Act (BAFIA) took all the banks
and financial institutions (BFIs) under its umbrella and abolished all the acts related to
the BFIs including the ADBN Act, 1967. Since then, the bank has been working as a
public limited company registered under the Companies Act, 2006 and is licensed as
"A class financial institution" by Nepal Rastra Bank from 2006. Having glorious
history of more than 52 years, the bank is one of the leading commercial banks of the
country. With its investment in agriculture, industry, trade, commerce and
households, the bank has above 1.2 million happily satisfied customers. Just like its
slogan "Sampurna Banking Suvidha sahitko Tapai Hamro Ghar Aanganko
Bank" (The bank with complete banking solution at your own door step), it is spread
all over the 7 provinces & 77 districts of the nation with its 278 offices. While
providing comprehensive services with complete banking solution, the bank has main
motto of promoting rural agriculture, productive and deprived sectors. ADBL has
been working in promoting agriculture and has been encouraging to develop the rural
sector farmers. The bank is committed to provide best banking services through its
widespread network and help the government from its part, to achieve the aim
of "Prosperous Nepal, Happy Nepali".
With over 51 years of history and expertise in rural banking, ADBL as a premier rural
credit institutions contributing more than 60 percent of institutional credit supply in
the country has earned a reputation as financially stable and reliable bank in Nepal.
The aim of ADBL is maximizing shareholder asset value by fostering long term
mutually beneficial relationship with various stakeholders including customers,
employees and the wider community in which we operate.
1.4.1 Organization’s Vision and Mission
Vision
 To be a Mass-based Complete Bank serving from Urban to Rural.
Mission
 To deliver comprehensive banking solution strengthening its extensive network.
Objective
 To provide quality banking services

 To adopt market driven strategy
 To obtain sustained and competitive return on investment.
 To provide financial help to genera public
 To provide safe deposits to the customers
 To encourage industries by providing necessary capitals
1.4.2 Major Markets and Customers of ADBL
The customer is the foundation of any business success whether it is a bank or any
other organization. They are the ones who demand the services and consume the
products created and produced by the firms or the organizations. The bank has been
working as a premier rural credit institution since the last three decades, contributing
more than 67% of institutional credit supply in the country. Hence, rural finance is the
principal operational area of ADBL. Besides, it has also been executing Small Farmer
Development Program (SFDP), the major poverty alleviation program launched in the
country. Furthermore, the bank has also been involved in commercial banking
operations since 1984.
1.4.3 Products and Services offered by ADBL
Table 1: List of products and services
Product Deposits Loan and Services
1. Current account Loan Products:

2. Saving account
1. Retail Loan:
 ADBL Saving account
 Agricuture Product loan
 Samridhi Bachat Khat
 Home loan
 Chetansil Nari Bachat Khata
 Hire Purchase loan
 Krishak Bachat Khata
 Auto loan
 Shareholder Saving account
 Gold loan
 Karmachari Nribitivaran Khata
 Education loan
 Akshya Kosh Khata
 SME loan
 Foreign Currency account
 Foreign employment loan
3. Fixed Deposit account
4. Call account  Overdraft loan
 Livestock loan
2. Corporate Loan
 Working Capital loan
 Fixed capital loan
 Project finance
Services:
 Remittance (domestic,
international, agencies, payout
locations)
 Letter of Credit
 Bank Guarantee
 Mobile Banking
 Internet Banking
 ATM service
 Visa Debit Card
 ASBA service
 SMS Alert
 Foreign currency buysell
The products and services offered by ADBL are described briefly below:
Deposits
Deposits are the major source of fund for a bank. There are various deposit accounts
through which banks collect deposit of customers.
 Current Account:
ADBL’s current account saves the hassle of carrying cash. Mainly this account is
intended for corporate houses and loan clients. This account can be opened from any
commercial banking branch throughout the country. This account is a non-interest
bearing account and it has facility of cheque book so one just needs to write a cheque
to withdraw money which is very convenient. The current account depositors have no
restriction in deposits and withdrawal of cash but a minimum balance needs to be
maintained that customers can get back only when closing the account. Once a
customer opens the current account he/he will receive cheque book containing 15
cheques on 1st issue and later up to 25 cheques. The major account holders of ADBL
are the farming houses and small cottage industries, few corporate houses and loan
clients.
 Saving Account:
This product of ADBL is designed with many features which not only ensures the
attractive returns to idle funds of the depositors but also makes the potential banking
convenient and efficient. Saving deposit account can be opened in any of the
commercial branches with minimum balance according to the type of deposit account.
The interest is calculated and credited to the saving account on quarterly basis on
minimum daily balance. Initial deposit ranges are dependent on the branch and its
level. Any balance below minimum amount will be liable to incidental charges as
fixed by the bank from time to time. Customer opening this account gets facilities of
cheque book, ATM card, free SMS banking, mobile banking and internet banking.
The bank offers Any Branch Banking Facilities (ABBS) to its customers. Some of the
major saving deposit products are:
o ADBL Saving account

o Samridhi Bachat Khat
o Chetansil Nari Bachat Khata
o Krishak Bachat Khata
o Shareholder Saving account
o Karmachari Nribitivaran Khata
o Akshya Kosh Khata
o Foreign Currency account
 Fixed Deposit Account
Fixed deposit can be opened with a minimum balance of NRS. 10000. ADBL has
interest rate of 9% in the fixed accounts and provision of 9.75% for “jestha nagarik”.
The fixed account is normally opened for 1 year as the interest rate is higher in 1 year
period. The total final fund is payable on maturity and the interest on the fixed deposit
is payable quarterly which gets deposited in the saving account. Penal interest is
levied on withdrawal of fixed deposit prior to maturity. Tax is deducted at source
from the interest on saving deposit as per the Income Tax Act 2058.
The customers when need money can take loan from their fixed deposit account. The
interest rate on these type of loans will be fixed account interest rate plus 2%. So, if a
customer has 9% interest on fixed account then he/she can get loan from that fixed
account on 11%.
Loans
Loans represent the lending services provided by banks to customers. The fund
collected from the depositors is lent to various customers and interest is charged on
the amount taken. In order to balance the liquidity and profitability, bank is required
to use their avail funds properly keeping statutory requirement of NRB. Loans are the
main source of income and bank provides a full range of solutions including the short
working capital loan to personal overdraft to term loan of more than five years with
the structured finance and transaction banking to meet the requirement of customers.
Various loans products of ADBL are:
3. Retail Loan:
 Agricuture Product loan
 Home loan
 Hire Purchase loan
 Auto loan
 Gold loan
 Education loan
 SME loan
 Foreign employment loan
 Overdraft loan
 Livestock loan
4. Corporate Loan
 Working Capital loan
 Fixed capital loan
 Project finance
Other Services
Remittance:
ADBL has remittance services that are domestic, international, agency and payout.
ADBL remit is a secured web based user friendly remittance service introduced by
ADBL. Under this service both domestic and international remittance facility is
served with a purpose to provide complete remittance solution to the valued
customers of the bank. Well equipped with the state of the art technology, ADBL
remit service is available at all the braches and remittance agent location of the bank
throughout the nation. Remitters who are abroad can transfer money payable from
ADBL through various money transfers like Western Union money transfer, IME,
Easylink, Prabhu etc. Customers can transfer money through ADBL remit starting
from August 2008. ADBL also has been transferring money to major cities of India
by issuing draft which is payable either by Standard Chartered Bank or ICICI bank on
request of the customer.
SWIFT
ADBL offer SWIFT service to its customers through which customers account with
the bank can be credited from any bank in the world via SWIFT. Customers can use
SWIFT code for bank transfer in which details like account no, beneficiary name,
branch should be mentioned. Agriculture Development Bank Ltd. Has access to the
worldwide corresponding network for fund/ remittance transfer, commercial payment,
foreign exchange markets, letter of credit or any banking business anywhere in the
world.
Letter of Credit
Documentary Letter of Credit which is mostly known as Letter of Credit or L/C is the
non-funded financial instrument in which a bank at request of a customer undertakes
to pay a third party at a given date, according to the agreed stipulations and against
the presentation of documents, the counter value of goods and services shipped. It is
basically sued in international trade.
Bank Guarantee
Bank guarantee is an irrevocable obligation in the form of written undertaking of a

bank to pay an agreed sum, in case of default by a third party in fulfilling their
obligation under the terms of the bank guarantee. ADBL has facility of bank
guarantee to its customers.
ATM Services and Debit Card
The ATM service provided by the bank is open 24 hours. The ATM service is placed
in different areas inside the valley and outside the valley. The major benefit of having
ATM facility is immediate cash collection from respective account whenever
required. ADBL has debit card facility through which customers can take their money
out from various ATM booths. The debit card can be used in Nepal and India.
Electronic Cheque Clearance
ADBL provides ECC facility through which customers can do inter-banking

transactions. Cheques of different banks are deposited into respective customer’s
account which further goes to clearing house in NHC.
SMS, Mobile and Internet banking
ADBL has facility of SMS banking through which customers can get message when
deposits and withdrawals are done from their account. The SMS banking is free of
charge for all customers of ADBL. The mobile banking service provides facility of
doing transactions like fund transfer, bills payments through mobile device and also
check their balance and statements. The internet banking can be used to do the same
but through a web server or laptop. DEMAT accounts can also be used through
internet banking.
Locker facility
ADBL provides locker facility to its customers for the safety of their valuable things.
Customers have to pay a charge of minimum Rs. 2000 for the locker facility and the
locker is available in various sizes.
1.4.4 Organization Structure and Design of ADBL
Company Structure:
The bank has three-tier organization structure consisting of Head Office, Regional
Office (RO) and field offices that consist of main branch, banking branch and sub
branch depending upon their volume of business. The head office is the policy making
body at the top, field office implementing units at the bottom and the ROs with
monitoring and supervisory role are in between.
ADBL is also operating a Central training Institute (CTI) at corporate level in Bode,
Bhaktapur under Head Office Structure and five Regional Training Centre (RTCs)
with residential facilitates in earlier 5 development regions. The CTI and RTCs
conducts training and seminars particularly for enhancing abilities and skills of
organizational members.
Head Office
Regional Office
Field Office
Main Branch
Banking
Branch
Sub Branch
Figure 1: Three Tier Organizational Structure
Board of Directors and Management Team
The Board of Directors (BOD) is the apex body of the bank. It formulates policies as
well as strategies and provides guidance to the management. The Board comprises a
total of seven members; three members representing Government of Nepal and three
members representing individual shareholders. Besides, one member is nominated by
the Board as per the BAFIA. The Board is supported by Audit Committee and
Governance Sub- Committee in the area of internal control and good governance
respectively.
Table 2: Composition of BODs
Board of Directors Numbers

Government 3
Shareholders 3
One member nominated by 1
BAFIA
Source: Agriculture Development Bank Limited, 2020
Table 3: Members of Board of Directors
Position Name of the person

Chairman Mr. Laxmi Prapanna Niroula
Member Mr. Jhakka Prasad Acharya
Member Mr. Rajendra Prashad Mishra
Member Mrs Indira Shrestha (Maske)
Member Sanjeev Paudel
Member Hari Prasad Parajuli
Member Binod Kumar Guragain
Management Team
The day to day operation of the bank is executed by the Chief Executive Officer. The
Chief Executive Officer is closely assisted by four Deputy General Managers (named
as Chief Credit Officer, Chief Corporate Officer, Chief Finance Officer and Chief
Human Resource Officer) and 19 Department Heads. Moreover, Chief Executive
Officer is also supported by Assets and Liabilities Management Sub-Committee,
Project Management Unit, Grievance Handling & Relationship Management Unit for
better internal control and business operation.
Table 4: Members of Management Team
Position Name of the person

Chief Executive Officer Mr. Anil Kumar Upadhyay
Chief Credit Officer (Act. DGM) Mr. Pratap Subedi

Chief Finance Officer (Act. DGM) Mr. Yagya Prakash Neupane
Chief Human Resource Officer Mr. Dirgha Bahadur Aryal
(Act. DGM)
1.4.5 Financial Structure of ADBL
Capital Structure
Agriculture Development Bank is a government owned commercial bank of Nepal
that is 51% is held by the promoters i.e. Government of Nepal and 49% is held by the
public.
Table 5: Capital Structure of ADBL
Promoters Share ( Government ) 51%

Public Ownership 49%
Total 100%
Table 6: Capital Plan of ADBL
Authorized capital NRs. 21,000,000,000
Authorized Equity Share Capital NRs. 12,000,000,000
Authorized Preference Capital NRs. 9,000,000,000.00
Issued & Paid-up capital NRs. 14,989,172,698
1.4.6 Area of Operation at ADBL

At ADBL there are 5 departments namely cash department, customer service
department, remittance department, loan department and accounts/ administration
department. As an intern I got to work in customer service department, remittance
department, loan department and accounts/ administration department. The details of
the department I got to work in are as below:
Remittance Department
This department works on providing remittance, ECC cheque clearance, ATM card,
SMS banking, mobile banking and internet banking. Here customers come to collect
their remittance amount from abroad and from inside Nepal. Remittance amount
greater than Rs. 1 lakh needs to be deposited in ADBL bank account. This department
also works on ECC clearance where customers need to provide their identity card
when depositing big sum of money in others account. Customers can collect their
ATM cards from remittance department and register for mobile and internet banking.
The objective of this department is to make customers work easier by not having to
carry cash and deposit cheques and collect money through remit.
Customer Service Department
This department works on providing major services to customers like opening

accounts, providing cheque books, statements and details of their enquiry. Customer
service department is a major part of any bank as it necessary for providing customers
with their enquiries and necessities. The objective of this department is to provide
excellent customer service so that customers don’t have to wait and return without
fulfilling their work. This department is the mostly crowded one at ADBL.
Loan Department
The loan department of ADBL works on providing loan, renew of loan, CIC, bank
guarantee, bid bond of customers. New customers come for loan and after many
procedures they can get loan fulfilling the necessities. The function and objective of
this department is to provide loan to clients and ensure that the loans are being repaid
timely. Also, to provide bank guarantees for customers who come for it.
Account/Administration Department
This department works on the overall account management of the department.

Furthermore, it works on providing balance certificate, internship related activities,
demat account opening, share related activities and locker facility. The objective of
this department is to ensure that all administration works run smoothly in the bank.
This department is responsible for keeping record of all the vouchers and bill
payments. Customer are provided locker facility that they can access through this
department.
CHAPTER TWO
ACTIVITIES/ROLES UNDERTAKEN DURING INTERNSHIP
Basically, internship is provided to perform the different task and activities to gain
knowledge and enrich the skills. Being an MBA student with Finance specialization,
the best area for internship would be financial industry as here the intern could
implement theoretical knowledge into the practical field. I started my internship on
January 16 and worked till March 17 2020 for a period of 9 weeks. During the period
of my internship I was placed in various departments of the bank namely remittance,
customer service, loan and account/administration where I gained a lot of knowledge
and experience on all banking activities and opportunity to observe and handle all
these departments. Understanding the working process of ADBL has helped me to
find out the various requirements that one needs to fulfill in a bank. This internship
period has helped me to understand the work team of ADBL their expectations and
work environment. I also got to learn on how to work in a pressurized environment as
the customers are not patient and handling large number of customers is not an easy
job.
2.1 TASK PERFORMED AT REMITTANCE DEPARTMENT

The remittance department at ADBL works on providing customers with the money
send from abroad from their relatives. To collect the money the customer should have
a valid identity card and remit of greater than Rs. 1 lakh needs to be deposited into the
bank account of customers which means cash payout of more than Rs. 1 lakh cannot
be made. This department also works on ECC, ATM card, SMS, mobile and internet
banking. As an intern I was involved in all the works of the remittance department
and got to learn a lot about various banking activities.
2.1.1 ACTIVITY 1: Dealing with customers and providing necessary forms for
transaction
Introduction
There is high flow of account holders for depositing interbank cheques into their
account, collecting their remittance amount, ATM cards and registering for mobile
banking. So, it is the duty of person at the department to deal with those customers
and give them the necessary information and take relevant documents. This task of
dealing with customers was assigned to the intern so that communication and problem
solving skills could be enhanced.
Procedure of the assignment
For clearance of cheques customers have to fill up the deposits voucher with all the
details of the cheque and provide bank account of ADL in which the cheque is to be
deposited. For deposits that are greater than 5 lakh identity card needs to be provided.
Regarding the remittance customers have to provide identity card so that the money
doesn’t go to other person. Similarly, customers need to fill up forms for remittance
collection, ATM card collection, mobile banking. ALL the cheques, remit, ATM,
mobile and SMS banking needs to be recorded in register for audit purpose. I was
assigned to make customers wait for their turn and not create crowd.
My role in the Assignment

After filling up the vouchers for cheque deposit the customers can go and if incase the
cheques are returned then they need to be informed about it along with the reason. I
was assigned to call all customers about their cheque return and come to collect the
cheque with the taken deposit voucher. When customers come for remittance
collection I was assigned to provide form to customers and ensure that all details
provided by the customer match with their citizenship or the type of identity card
provided. The intern had to photocopy the document and keep it for bank’s purpose.
During ATM collection a form was provided and all details filled up. The intern had
to record al daily transactions in the bank’s register. During all these activities I had to
deal with various customers and not all were patient. I was assigned to make sure that
all customers queries ere fulfilled regarding the documents required and details filled
up. As most of the customers of ADBL were not educated I had to fill up their forms
and communicate with them regarding their details.
Outcome of the Assignment
After dealing with many customers I got to develop communication skills and learned
how to work in a pressurized environment.
2.1.2 ACTIVITY 2: Entry and Scanning of ECC cheques

Introduction
There is high number of interbank cheques brought by the customer to be deposited

into their account. It is very necessary that all details of the cheque to be entered in the
system carefully as mistake in this work can lead to return of cheque that ill cause
delay in customers getting their money.
After customer fills up the cheque deposit vouchers the supervisor at the department
stamps the bank stamp on the back of the cheque and signs along with the date of the
day. Then the cheques are scanned through ECC machine and the details of the
cheque are entered in the system. After entry and scanning the cheques are authorized
by the senior head and then later deposited into respective customers account.
My role in the assignment
I was assigned with the task of scanning the ECC cheques and entering it into the
system for further processing. While scanning cheques it is compulsory that the
bank’s stamp along with sign of the department head and current date is there. I had to
ensure that the scanning of cheque is done properly and also all details of the cheque
like deposit account number, cheque amount, presented date and beneficiary account
number is filled up correctly. Also all presented cheques need to be recorded in the
register daily for audit purpose. After the cheques are entered the senior head
authorizes the cheque then department head deposits those into respective customers
account. Incase cheques are returned I had to immediately inform the customers about
the same. Then at the end I had to file all cleared cheques and put it in an envelope
with the date and keep it in the vault. I also had to make report of the presented,
rejected and accepted cheques.
Outcome of the assignment
Through this task I got to learn the process of cheque clearance in a bank and ho it is
necessary for audit.
2.1.3 ACTIVITY 3: Remittance collection of customers

Introduction
Remittance is the amount send from abroad or also from inside the country. In ADBL
customers can come to collect their remit with valid ID cards. The remittance flown
from various agencies can be provided. The customer must have an account with the
bank for remit collection of greater than Rs. 1 lakh.
Customers firstly need to fill up the form to collect their remit. A valid control
number needs to be provided that is send from the person who had send the remit.
After filling up the form customer’s ID card is photocopied for bank’s record and the
details are entered in the system along with which agency the remit came from. The
remit clearance form is printed out and customer’s signature is taken on it. Then the
intern takes the form and register to senior head for authorization. Then after the
customers are given the form for cash collection from the counter. Incase of remit
greater than Rs. 1 lakh it I directly deposited into the customer’s ADBL account.
I was assigned to fill up the forms of the customers as many don’t know what to
details to fill up. Then I had to photocopy the ID card provided and ensure that
customers sign on both for and ID card. Also, I had to make sure that the details
provided by the customer is according to the citizenship. I had to enter the transaction
in related register and make final day’s remittance voucher. The remit voucher
includes the amount debited and credited from various agencies to bank to then
customers.
2.1.4 ACTIVITY 4: ATM Card collection, SMS and mobile

banking registration
Introduction
ATM cards are the visa debit cards through which customers can instantly take out
cash from their account through various ATM booths. ATM cards makes work easier
for the customers as they don’t need to wait in long queues to withdraw cash. The
SMS banking service of ADBL provides SMS alert in deposit and withdrawal from
respective customer’s account. This service is free to all customers of ADBL. The
mobile banking service allows customers to do transactions from their mobile devices
reducing the hassle to stay in long queues at various payment centers like electricity
payment, water bill payment, internet payment etc. Also customers can do fund
transfer through mobile banking and there is limit on the transaction done per day.
Procedure of assignment
Customers have to fill up a form for ATM issuance for the first time. Then the details
are entered into the system and ATM card request is send to head office. After 2
weeks the cards are collected from head office along with pincode and then the
customers are called to pick up their cards. Regarding the SMS banking after
customers fill up forms the SMS alert are allowed in their respective mobile numbers
through communication details in the system. For the mobile banking customers first
have to download the ADBL app and then register themselves. Then after registration
they can only view their balance. After this they need to visit the bank and fill up
mobile banking form and then it is entered into the system. The customer’s mobile
banking service is then approved through the head office then he/she can do all
transactions. All the people taking these services needs to be entered in the register.
I was assigned to provide all necessary forms to the customer and assist them in case
of any difficulty. When customers come for ATM card collection I had to fill up the
ATM activation form of customers and get the pincode from senior head. Then the
card is entered in the system and after signing on the register it is provided to the
customer. When customers have difficulty in mobile banking activation I had to assist
them in getting on with the app. Lastly, all details had to be entered in the register by
the intern for final auditing purpose.
2.2 TASK PERFROMED IN CUSTOMER SERVICE DEPARTMENT

Customer service department is the front desk of any organization. It provides all
necessary information to the customers. For any organization, it is the main and most
important department which needs to deal with customer more than any department in
the bank. It is one of the busiest departments in the banks and it is the very place
which makes an early impression to the clients. The image and reputation of the bank
depends upon effective functioning of this department. It is the first place where the
customers first get the service. As different activities such as opening new accounts of
customers, closing existing account, issuing cheque books, balance inquiry and
providing statements, activating dormant accounts etc. are performed.
2.2.1 ACTIVITY 1: Filling account opening form, deposit voucher, cheques and
account closing forms
Introduction
In the CSD, activities like new account opening of individuals and corporate houses
are done. They are provided with cheque books. Customers who need additional
cheques have to fill the requisition slip for new cheque issuance. Customers who
don’t need their account anymore can close their account after filling up the form and
completing necessary requirements.
For the process of opening account the customers are provided with a form that needs
to be filled up along with kyc form. The customers need to bring their citizenship
along with 2 passport size photos and a supporting document for account opening. For
cheque book issuance the customer needs to fill the requisition form and give it to the
csd staff for cheque printing. The same is for the statement. In case of statements of
own account, customers can get it without any letter. But for company accounts an
official letter with company stamp must be brought. The account opening work is
done and it needs to be authorized by the senior head. All the accounts opened need to
be entered in register in respective files. For account closure the customer needs to fill
up a form and after authorization from the senior their amount left in the account is
paid to them.
I was assigned with task of providing customers with the account opening, kyc and
account closing forms. I had to fill up all the details after asking the customer incase
customers were unable to complete or fill the form. I was also assigned with the task
of filling up deposit vouchers of the customers who were old and who couldn’t do it
on their own. This taught me on communication skills and how to deal with various
customers. I had to record all the details of new account opened and old accounts
closed.
2.2.2 ACTIVITY 2: New opening and renew of fixed deposits and KYC update
Introduction
Fixed deposit are a fixed sum of money that customers put in bank to which in return
they get a higher interest rate than the regular saving account. Customers who don’t
need money on a daily basis open fixed deposits for a term period of 1 year or less
than that depending upon the amount and need of customer. Similarly, KYC of
customers need to be updated if their information or details changes.
The customers who come for opening fixed deposits need to have a saving account
with the bank and are provided with a form in which they need to fill in the required
details and they need to provide their original citizenship along with a photograph.
After filling up the form the details are entered in the system and customers are
informed about the interest amount that they will receive. Then the fixed deposit is
authorized by the senior head and the fixed deposit receipt is filled up with deposit
amount check-writed. The process is same for new fixed deposit and renew of fixed
deposit. Also, the customers are asked to fill new KYC form for updating in the
system.
I was assigned with the task of filling up the fixed deposit forms of customers and
making sure that all details are filled up correctly. Then I had to take the form to
senior head for authorization and verification. After the fixed deposits are authorized I
had to prepare the fixed deposit receipt with details according to the citizenship. Then
the receipt had to be check-written with correct amount. Finally after signing the
receipt is handed to the customer. I needed to make sure that the transaction is
recorded in register. Similarly, I was assigned with task of updating customers KYC
forms in supervision of the department supervisor.
2.2.3 ACTIVITY 3: Cheque book issuance and providing statement

Introduction
The customers are provided with cheque book after opening account with ADBL. The
cheque book is required by customers when withdrawing money from their account.
Statement provide customers to see and record their transactions with the bank.
For cheque book issuance the customers need to have account with the bank and for
reissuance of cheque book the customer has to fill up the cheque requisition form and
give it in CSD. Then the cheque book is printed and recorded in the register and
provided to the customer. Regarding the statement the customer could get it without
any form in case of individual account. If the account is company account they need
to bring an official letter with company stamp.
I was assigned with task of making the cheque book of customers and recording it in
the register. I had to make sure that the customer signs on the register before taking
their cheque book.
2.3 TASK PERFROMED IN LOAN DEPARTMENT

The loan department of ADBL works with small and large businesses to finance their
needs. Also, ADBL provides loan to farmers regarding agriculture and individual
customers. The loan process begins with underwriting process and may continue for
many years as bankers develop ongoing relationship with loan clients. Loan
department is one of the most sought department in banks as it is the revenue
generating department. The loan department handles loan issuing, loan renewal, bank
guarantee and loan recovery.
2.3.1 ACTIVITY 1: Filling additional loan forms and loan renew forms
Introduction
The loan department is a very crucial part of any bank. To ensure the verification of
loan clients, their details need to be recorded properly with utmost care. Large number
of customers who visit the bank are not perfectly well known regarding the
procedures in obtaining additional or new loans. A customer who wants to add loan
must fill up the additional loan forms for which approval of branch manager and loan
officer is required. The loan renewal forms had to be filled up weeks before so that
customers don’t have to face hassle of loan renewal at last minute.
The loan clients when they need additional loans had to fill up the form and show
collateral that is enough for the loan. The branch manager along with loan officer
visits the collateral area and then approval on the loan is given. The customer’s loan
needs to be renewed yearly and for this renewal form needs to be filled up for which
the customer needs to bring required documents. The documents required for the loan
renewal includes land revenue receipt, pledge tax clearance, insurance receipt of
collateral and audit report for company loans greater than Rs. 20 lakhs.
I was assigned the task of filling form of the loan clients as most of them were not
familiar with the procedure. Also, I had to fill up loan renewal forms of loan client
whose loans were up for renewal. After filling all the forms the loan clients had to be
called to inform them about their renewal date.
2.3.2 ACTIVITY 2: Bank guarantee and bid bond entry

Introduction
Banks guarantees are written obligations of the issuing bank to pay a sum on to a
beneficiary on behalf of its customers in the event that the customers themselves do
not pay the beneficiary. Through such guarantee letters, the bank undertakes
responsibilities to provide fund (guarantee amount), following a default by you of
your contractual or other obligations. A bid bond is typically obtained through an
insurance company or bank, and it helps guarantee that a contractor is financially
stable and has the necessary resources to take on a project.
The customers fill up the guarantee forms and the loan officers prepare the guarantee
paper after ensuring that the customer’s account is upto date and the customer is able
to pay the stated amount. The bid bond is prepared to convey that the bidder is
financially stable for doing the work. For both bank guarantee and bid bond, the loan
officer prepares the bid bond paper and then it goes to branch manager for
authorization.
I was assigned with the task of entering the bank guarantee and bid bond paper in
reference book and entering the reference number. I had to checkwrite in the papers
and after authorization keep it in an envelope and give it to the customer. I had to file
the office copy of the papers in respective indexes.
2.3.3 ACTIVITY 3: Filing of the documents and loan files

Introduction
The loan files of customers have a file number and the customers are known by their
file number. The files have to be kept in proper cabinets according to their number.
Also, various documents of the customer needs to be filed in their respective file for
future reference and record.
The documents brought by the customer needs to be filed in proper files. For this th
file number of the client needs to be searched and then the document is filed in
respective file. The loan files of customers are kept or filed in cabinets according to
their number.
I was assigned with the role of filing the loan files in respective cabinets. I needed to
ensure that the files are not misplaced and kept in proper number order. I also had to
file the documents brought by the customer in their files for which the loan officer
provided me with the loan file number. Also, when clients come to sign their renewal
form after attaching the required documents and signed by the customer it if filed in
proper cabinet.
2.4 TASK PERFROMED IN ACCOUNT/ADMINISTRATION DEPARTMENT

Accounts department represents part of a company's administration that is responsible
for preparing the financial statements, maintaining the general ledger, paying bills,
billing customers, payroll, cost accounting, financial analysis, and more. This is
the department that is responsible for the general running of the organization. It is
mandated to provide administrative and logistical assistance to all departments of the
organization.
2.4.1 ACTIVITY 1: Scanning of documents

Introduction
In a bank it is very necessary to keep record of all the documents as you never know
when you will need a document. So, all documents needs to be scanned and stored in
computer for future purpose. Also, documents like registering or updating the user
certificate of bank’s system need to be mailed to head office for approval. All these
activities are done by scanning the document and mailing it.
The documents like user update, demat accounts, password change etc. needs to be
send to head office for approval so these documents are scanned and then send
through mail. Also various other documents need to be scanned and stored in the
computer for future reference. The citizenship of customer are scanned and stored
according to their customer id. Also, loan CIC files are scanned send to main office
and regional office.
I was assigned with the task of scanning the documents and keeping it in separate
folders according to the type of the folder. Then the documents that needed to be
mailed to various offices was done by me.
2.4.2 ACTIVITY 2: Filing of vouchers and attendance record of bank staffs

Introduction
The vouchers of all payments need to be recorded for auditing and for bank’s
financial statement analysis. A bank needs to have record of all the payments done
and attendance of staffs to analyze their attendance percent and leave days.

The various bill payments are also collected and voucher of those are created that
needs to be filed properly according to the date. Also, the attendance of bank staffs is
maintained in the accounts department along with their leave requests and leave days.
I was assigned with the task of collecting vouchers from all departments and filing
them according to their date. Also I was given the leave sheet of staffs to be filed in
their respective files.
2.4.3 ACTIVITY 3: Locker entry and filling new locker forms

Introduction
Lockers are safe deposits that customers keep with the banks. The locker facility is
available to individuals and institutions and it is allotted in first come first serve basis.
The locker is mostly utilized for storing and safekeeping of valuable goods and
ornaments.
The customers come to access their locker along with the locker card and key
provided by the bank. The details are entered into the locker register and the
customers are then given access to their locker. The locker can be opened only with
both customer and bank key present. In case of new locker opening the customer must
have an account with ADBL and forms are filled long with citizenship and 3 pp size
photographs. The charge of locker facility varies according to size of locker the
smallest starting from Rs 2000 yearly.
I was assigned with the task of entering the locker customer details in the register and
taking them to the locker room. I was given the locker key to help open respective
customers locker and after opening the bank key is taken out and customer can c=do
their business. Also, I filled the locker opening key of customers.
2.5 PROBLEMS IDENTIFIED AND SOLVED
Various problems can arise in a bank due to huge number of customer flow and
pressure on staffs. No organization can be expected to run without any problems.
Although, timely recognition and proactive management are required for not getting
into worst conditions. As an intern I observed the following problems within the
workplace:
1. Inadequate number of employees
The organization is running large volume of transactions and expanding its scope
along with changing economic scenario of the nation, but the available human
resources doesn’t look to be sufficient enough. Because of the increasing workload,
the same number of staffs is finding it difficult to complete the tasks. Such work
pressure can be resulted into poor quality of the operations and services.
2. Lack of proper filing system
All the documents collected and managed by each of the departments respectively,
but due to proper filing System, employees need to spend more time for searching the
files. This generally resulted into delay in processing the operation ahead and
dissatisfaction of the clients also. As an intern it was my job to make sure that all the
documents and vouchers and bills are filed properly according to date.
3. Delay in posting
The bank has numerous customers and the staffs have to deal with many customers
daily and due to which there exist delay in posting as customers keep on coming and
work is staked on pending. Sometimes the staff absenteeism affects the effectiveness
of the bank. The staff’s absence adds pressure on present staffs as there are not
sufficient employees in the organization. So, I as an intern needed to ensure that the
entry of customers taking various services is done so posting can be done more
efficiently.
4. Correspondence with the customers

Staffs have to deal with numerous customers daily. Customers re of different nature
so, the interns had to deal with those customers Making them understand all the
procedures clearly. This will make work easy for bank staffs and both customers and
there was less hassle. As most of the customers of the bank are illiterate so the
corresponding response to the customers regarding the routine activities is quite
difficult.
5. File management
Most serious problems in the bank was file management. The bank files were
misplaced and arrangement was not done properly. The intern had to arrange all files
according to the respective number and date.
2.6 INTERN’S KEY OBSERVATIONS

Internship period in Agriculture Development Bank was very interesting and I
enjoyed working there. During the period of my internship, I have observed a lot of
things some are very good and some needs to be changed. This internship helped in
having theoretical and practical knowledge in this field. The key things I have
observed during my internship period are as follows:
 The bank employees were energetic, sensitive and sincere at their work. They
were punctual and hardworking.
 The working environment of the bank was very good. Staffs were very
friendly and supportive and every one treated each other as family.
 The interpersonal relation between the staffs was also very good.
 The flow of customers were high from 11 am to 2 pm. The flow was high on
Sunday, Monday, Tuesday and Friday. Also, during month closing the flow
was very high.
 Bank provides diversified products and services to meet different types of
customers’ expectations.
 The lending processes of quite complex and lengthy. Also, ADBL has a very
good amount of loan customers.
 There was lack of proper feedback to the problem and complaints of the
customers
 Digital attendance machine is being used in order to maintain the record of the
staff.
CHAPTER THREE
PROGRAM WORKPLACE RELATIONSHIP
An internship is a period of work experience offered by an organization for a limited

period of time. It is an opportunity offered by an organization to students doing their
undergraduates or graduates degree to work at a firm for a fixed period of time where
the supervisor teaches the intern all the works. Internship mostly last between a month
and three months. An internship gives one practical skills, workplace experience and
greater knowledge of that industry. The internship can be either paid or voluntary.
For my internship I choose Agriculture Development Bank Limited and my internship

period of 9 weeks at ADBL was a very good learning opportunity and it provided me
with a solid platform to work further in the banking sector in future. Also, the
curriculum design of PU and the implementation of it by AIM helped me have
knowledge of workplace to a great extent.
The courses I took at AIM during my MBA course helped me lot while working as an
intern at ADBL. For instance, understanding of people’s behavior, conflict handling,
understanding goals, mission, working with alignment to the strategies set, handling
business processes, knowledge of stress and measures to overcome it, understanding
workforce diversity and behaving accordingly so as to not hurt anybody’s values etc.
All the things I learned in various courses like organizational behavior, emerging
concepts of management, macroeconomics, financial management etc. have provided
me with the conceptual and money matters and business handling process of the
banks.
3.1 SKILLS USED

The skills that I used during my internship are as follows:
 Communication skills
 Time management skills
 Working under pressure
 Working with positive attitude
 Interpersonal skills
 Team work
3.2 PROGRAM WORKPLACE RELATIONSHIP

During my internship, the courses I learned at AIM in my MBA degree have helped
me in a great deal to carry out the works assigned to me properly and to completion.
Below are the courses I studied which were helpful during my internship period.
1. Financial Institution and Market:
This subject is all about the banking sector and its operation. It provides details about
the establishment, history and operation of the 4 class of financial institution i.e.
commercial bank, development bank, finance company, micro-finance credit. This
course given a detailed knowledge of banking sector, its functions, uses, objectives
and operation. Having theoretical knowledge about the banking sector operations after
studying this subject has helped me to understand the real banking world much more
clearly. Due to this subject I could understand how banks operate which was very
helpful during my internship. The theoretical knowledge could also be understood
practically which is very important.
2. Human Resource Management

Human resource management is the strategic approach to the effective management of
people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service
of an employer's strategic objectives. In the current global workplace, all companies
are focused on ways to retain the talented and knowledgeable workforce. Companies
try to lower the employee turnover rate as much as possible so they offer various
benefits.
With the knowledge of human resource management, I was able to deal with
employees of every kind as there are different personalities of people and they have
different nature of work in an organization. I was also able to know about the hiring,
selection process and retention ways and promotion process of staffs. This knowledge
is very important for me in the future as it will help me very much in my career. I was
also able to cope with the employees of different culture and background.
3. Organizational Behavior
Organizational Behavior (OB) is the study of human behavior in organizational

settings, the interface between human behavior and the organization, and the
organization itself. It is the study of both group and individual performance and
activity within an organization. This area of study examines human behavior in a
work environment and determines its impact on job structure, performance,
communication, motivation, leadership, team work etc. This course helped me to
understand work behavior and work culture of ADBL.
As studied in the course, I could see all those things at ADBL like how employees
behave, their wok culture, coordination among employees, how manager leads the
organization and keeps them motivated, how miscommunication can spoil a task, how
conflicts affect the work and how they are solved. I was also able to manage stress
and workload pressure. The leadership and motivational theories helped me
understand qualities needed in workplace. I observed that the overall environment of
the organization was very friendly and co-operative. The staffs had a very good
relation with one another and the branch manager keeps everyone motivated to work
hard. In my overall internship period I got a very positive response from all of my
supervisors in different departments and the branch manager.
4. Managerial Communication
Managerial communication is a function which helps managers communicate with

each other as well as with employees within the organization. Communication helps
in the transfer of information from one party also called the sender to the other party
called the receiver. Communication is necessary for the exchange of ideas amongst
employees within the organization. Managers must communicate with their team
members to understand and address their grievances and problems.
With the knowledge I acquired in this course I was able to know about the various
kinds of communication skills and was able to apply them while dealing with various
kinds of customers with patience and positivity even under stress. This course has a
vital importance in shaping student’s communication and interpersonal skills. During
the whole internship period listening skills has also been very important to me. I tried
my best to enhance my listening and communication skills by observing the work
environment and learning from my supervisors.
5. Marketing Management
Marketing the process of communicating the value of product or service to customer,

mainly for the purpose of selling that product or service and of creating demand.
While working in a particular organization we have to know about the products that
we sell and the customers who buy those products also the target segment of the
product has to be identified. The concept of relationship marketing is also applied
here. When customer approaches a bank for account opening, loan or deposits, that
person builds a relation with the bank that can be long term or short term.
It is a fact that Nepalese banking industry is a highly regulated sector where

customers do not have to say over the services they expect from the bank. In this
scenario, relationship managers have to diplomatically sell the products under the
conditions laid by the banks. The market is competitive and in order to differentiate
the services provided by ADBL, we had to understand and grasp the emotional need
of the customers. . In the customer service department and loan department I had to
let customer know about the various types of accounts and their benefits and various
types of loans and their rates and dealing with the question and attracting the toward
the product is all marketing. Making customer realize that they require that particular
product is the core aspect of the marketing.
6. Entrepreneurship
Entrepreneurship is the process of discovering new ways of combining resources.

When the market value generated by this new combination of resources is greater than
the market value these resources can generate elsewhere individually or in some other
combination, the entrepreneur makes a profit. During my internship in loan
department, I had to review loan files of entrepreneurs of small companies. Small
entrepreneurs who can get loan for their business where they have to submit their
proposals and their financials to thee bank. Analysis of business proposals and their
financial statements in entrepreneurship helped me in understanding and analyzing the
business plan submitted by the customers.
CHAPTER FOUR
CONCLUSION AND RECOMMENDATIONS
4.1 CONCLUSION
Internships make candidates more competitive in the job market. In addition to
gaining exposure and experience in the field, they also provide an opportunity to see
if the particular career field is the right one based on getting personal experience in
the field. Internships are a proven way to gain relevant knowledge, skills, and
experience while establishing important connections in the field. Internships are also a
way to get your feet wet and find out if a specific field is something you could see
yourself doing full-time. Internships may be completed during fall or spring semester
or full time over the course of the summer. Internships offer students a hands-on
opportunity to work in their desired field.
A student before entering real work environment knows very little about the corporate
culture, work process, structure of organization etc. Internships help to shape a
student and prepare him/her for the real work environment. As a finance student, I
want to establish my career in financial sector so, I chose Agriculture Development
Bank Limited to do my internship. Internship at ADBL Kalanki branch was a really
fruitful and knowledgeable one. I got the opportunity to learn about various banking
activities, banking procedures, how to deal with different clients, corporate attitude all
these can never be acquired by studying in the classroom setting. I got to experience
tactic knowledge which could never have been gained through reading books or only
wth theoretical knowledge.
The internship period of 9 weeks was indeed the period of skill sharpening,
experience gaining and knowledge building. In these eight weeks I got held of myriad
of new concept regarding banking, banking procedures and accumulated handful of
worthwhile experience. I was placed in various departments so I got to experience and
learn how a particular department works and how activities are conducted. Before my
internship I was quite unfamiliar with the bank lending procedures but after the
internship I was able to gain knowledge regarding it.
In the initial period I was given only minor tasks like checking customer’s cheque
deposit voucher details, photocopying, scanning and entry in register. But as time
passed and I got accustomed to the banking process I as given bigger task like
scanning and entry of ECC cheques, KYC updates, opening customers account,
uploading customers signature in the system.
In a nutshell, the internship was really mesmerizing; the congenial staffs of the bank
along with certain degree of freedom such as I was allowed to observe the files freely
so that I can acquire knowledge from it paved a path for me to acquire invaluable
knowledge and experience. The most important thing I learned during my internship
is time management and how one should do right work in right time and schedule task
for the day.
4.2 RECOMMENDATIONS TO ADBL

I would also like to recommend few things to the organization that I realized to be the
areas for improvement. Some of them are mentioned below:
 Customer satisfaction is the most important thing in any organization. But it
was seen that some of the customers of the bank were not satisfied by the time
taken to render services. Thus, taking this into consideration ADBL should
focus more on greater customer satisfaction and prompt services.
 I felt that at ADBL there is lack of work management and less concerned for
time of self as well as customer. Sometimes customers are asked to wait for
long time for minor works.
 Adopting efficient marketing strategies to encourage more of the customers
will help ADBL to successfully compete with others.
 Finding a particular file or document was very hard as the files were not
placed according to their number. So, misplacement of files can easily occur.
So, sincerity and attention to proper filing should be given.
 There were very limited number of staffs and big volume of work. So, the staff
number can be increased so that better focus can be made on acquiring new
customers.
4.3 REOMMENDATION TO UNIVERSITY/ COLLEGE

An internship is a period of work experience offered by an organization for a limited
period. The college and university both have provided us an opportunity to gain some
practical knowledge on what w are learning in our classrooms. Theoretical knowledge
without any practical one has no use to it. Thus, the internship program offered by the
college and university in fact has been proven to be the first milestone to student’s
professional career. The internship program is to be conducted by students as per the
requirement of the university. It is also a responsibility of college to provide good and
practical opportunities to the students to impart the real work situations. These are
some feedback to the college:
 Proper inspection of intern students should be made by the college in proper

time and regular time intervals during the internship tenure.
 College should contact with the workplace supervisor before, during and after
the internship period to know about the students developments.
 Due to many colleges and university having internship at the same time it was
very hard for students to find a place in their desired organization for
internship. Also, this internship period would have been very fruitful in 6 th
trimester as students could continue with the organization as likely to get job
opportunity in the organization where they are working as an intern
 Also the internship period of 8 weeks is very limited to learn about the whole
organizational activities and corporate culture. The internship period should be
extended.
BIBLIOGRAPHY
Agriculture Dveelopment Bank Limited. (2019). Retrieved from

adbl.gov.np/adbl_current-account.html.
(2075/76). Annual Report. Agriculture development Bank Ltd.

APPENDIX
INTERNSHIP
Fall 2019, MBA, Trimester V

Weekly Log Sheet
Name of the Intern: Reshma Maharjan

Name of the Organization: Agriculture Development Bank ltd., Kalanki, Kathmandu
Day Date Brief Description of Tasks Challenges & Knowledge

Solutions Applied and Skills
Learned
10/02  Cheque entry into register At first I didn’t know I got to learn how
after verification how to do the cheques are flown
 remittance deposit from remittance work and I from system to the
abroad of customers faced challenge of customer account
 SMS Banking form working with various and how banks
completion and verification customers as not all are verify cheques of
 total remittance of the patient. customers
summary
Thursday  keeping total express and
normal cheques
10/03  Making report of the I had difficulty in I got to know the
presented and accepted, knowing the difference process of how
rejected cheques and between in country remittance works
giving to supervisor for remit and abroad remit and how banks keep
final verification. and calling customers records of cheques
 Making report of daily to collect their returned presented.
Friday cheques and remittance cheques.
10/05  Posting cheques into the I had difficulty in I got to know how a
system through ECC i.e. understanding the simple mistake can
electronic cheque clearing process of clearing the lead to return of the
 Verify cheque posted by cheque but my cheques
supervisor and manager supervisor taught me
 Making final day’s report very patiently how to
of presented, accepted and enter various details
Sunday rejected cheques and how to scan the
cheques
10/06  Calling customers to I had problems when I learnt how in a
pickup their ATM cards customers didn’t professional
 Posting cheques into the pickup the calls after environment one
system and verification by multiple tries and has to deal with
supervisor complained in bank customers and how
that they were not to call customers in
informed about their a professional
ATM Cards. I had to manner. The
explain them that they communication
were informed skills that we
learned were very
Monday useful
10/07  ATM Card Distribution Dealing with customers Use of interpersonal

along with pincard after and knowing the skills
entering it in the system process of various
 Checking whether remit of facilities of a bank
the customer has came or
not
Tuesday
10/08  Process of mobile banking Many customers don’t I got to learn that
how to activate it know how to use the everyone wants to
 SMS banking approval in mobile banking and learn as there was a
the system they come for help. I customer who was
 filing of staffs attendance solved their problem around 67 years and
and scanning the and taught them the he was very keen on
documents basics learning mobile
bnaking so that he
Wednesd can do all
ay transactions by
himself.
Agency Supervisor's Signature & Stamp :
College Supervisor's Signature & Stamp :
Date : 2076/10/08 :
INTERNSHIP

Weekly Log Sheet
Name of the Intern : Reshma Maharjan
Name of the Organization : Agriculture Development Bank, Kalanki Branch
Day Date Brief Description of Tasks Challenges & Knowledge Applied

Solutions and Skills Learned
Thursd 10/09 Posting cheques into the system through Provided solution I learned about the
ay ECC i.e. electronic cheque clearing to cheque difference of
Verify cheque posted by supervisor and problems of individual and
manager customers company cheques
Making final day’s report of presented, and required stamps.
accepted and rejected cheques
10/10 Form fulfillment of foreign currency I faced difficulty I got to learn the
exchange in understanding process of
Cheque posting and scanning into the the terms in exchanging currency
Friday system foreign currency
Activating mobile banking of customers enchasement
10/12 ATM Card Distribution along with pincard Dealing with Use of interpersonal
after entering it in the system customers and skills
Sunda Checking whether remit of the customer knowing the
y has came or not process of various
Cheque scanning and posting facilities of a bank
10/13 Cheque posting into the system I faced problem in I learned how money
Making ATM transaction list of the day filling some is transferred
Monda Filling form of sending remit customers remit through remittance
y form as they were from banks
very unsure
10/14 Cheque entry into register after verification I faced difficulty I learned how to
Tuesd report of presented, rejected and accepted regarding mobile patiently deal with
ay cheques banking customers
Mobile banking activation installation process
10/15
Wedne
sday LEAVE

Date : 2076/10/16
INTERNSHIP

Weekly Log Sheet
Day Date Brief Description of Tasks Challenges & Knowledge Applied

Solutions and Skills Learned
Thursda 10/16 Problem at first in I learned how to deal
y Filling account opening form knowing the with various types of
Filling deposit voucher of documents required customers
customers for various accounts
Making cheque book of
customers
Friday 10/17 Making customers I learned the process
Providing statement understand the of opening account in
Providing cheque books to various details the system and how
customers required statements and
Opening account of customers cheques are provided
Sunday 10/19 Providing solution to I learned the process

Checking signature of customers problems of opening fixed
customers regarding lost deposits of customers
Filling form of fixed deposit cheques, bank
account and opening fixed statements etc.
deposit
Providing cheque book to
customers
Monday 10/20 Opening account of customers Learned the process

Filing company account form of opening company
and all required documents account

Date : 2076/10/23
INTERNSHIP

Weekly Log Sheet

Solutions Applied and
Skills Learned
Thursday 10/23 Posting and scanning I learned how
cheques in ECC and sending banks verify and
for authorization Posting send at cards to
ATM Card requests in the be printed
system
Mobile banking service
activation and sending for
authorization
Friday 10/24 Preparing audit reports of Understanding I learned how

loan clients for Rastra Bank various topics and audit report of
issues in loan loan clients are
clients files made
Sunday 10/26 Posting and scanning
cheques in ECC
Checking remit payment of
customers and filing their
forms
Record keeping of new atm
cards
Monday 10/27 Calling customers to collect Understanding Learned how
their atm cards the various details foreign currency
and process of exchange is done
by banks
Date : 2076/11/01
INTERNSHIP

Weekly Log Sheet
Day Date Brief Description of Tasks Challenges & Solutions Knowledge Applied
and Skills Learned
Thursd 11/01 Posting and scanning cheques Learned about the

ay in ECC and sending for various methods of
authorization sending and receiving
SMS banking service remittance
activation
Checking and form filling of
remittance of customers
Friday 11/02 Posting and scanning ECC

cheques
Providing customers with
their atm cards
Sunday 11/04 Posting and scanning cheques Problems when Learned process of
in ECC customers do not write how customers send
Checking remit payment of details in cheque money through
customers and filing their properly remittance within
forms Nepal
Sending remittance of
customer within Nepal
Monda 11/05 Calling customers to collect The customers get Learned the complete
y their atm cards confused between sms process of mobile
Posting cheques and scanning banking and mobile banking activation
and sending for authorization banking. Most of them
Informing customers who try to avoid mobile
have not activated their banking
mobile banking service after
registration

Date : 2076/11/08
INTERNSHIP

Weekly Log Sheet

Learned
11/08 Posting and scanning cheques in Learned about the
Thursday ECC and sending for various methods of
authorization sending and
SMS banking service activation receiving remittance
Checking and form filling of
11/09
Friday HOLIDAY
11/11 Posting and scanning ECC

cheques
Sunday Checking and providing
11/12 Understanding loan process of Difficulty in Listening skills and
the bank understanding nepali knowledge about
Monday Filing renew loan forms of terms and new process various nepali terms
customers
11/13 Scanning the documents needed Difficulty in learned more nepali
for renew of loan understanding new terms and typing and
Bank guarantee procedure process and how loans how to deal with
Tuesday Renew of loan process are granted various types of
customers
11/14 process of renew of loan Problem in knowing Learned how loan
Description of loan products and the documents differ based on
procedure required for loan purpose and the
“chalani” of various documents clearance process of loan
for loan process clearance
Wednesd Clearance procedure of loan
ay Scanning of documents for loan
renew
Date : 2076/11/14
INTERNSHIP

Weekly Log Sheet

Learned
11/15 Renew of loan Difficulty in Learned about
Calling customers for loan understanding various types of
renewal various Nepali loan and their
Thursday Filing loan files in proper place terms process
11/16 calling customers for loan Listening and

Friday renewal communication
skills
11/18 Bank guarantee Difficulty in Learned how loan
procedure understanding the process is carried
• File preparation for loan process due to out according to
loan process many Nepali terms customers
Sunday • Reviewing loan files collateral
for renewal
11/19 Filing of lalpurja of loan clients Difficulty in Listening skills and
• Reviewing the loan file understanding knowledge about
• Filing renew loan forms of nepali terms various nepali
Monday customers terms
11/20 EXAM LEAVE

Tuesday
11/21 Opening Account of customers

Making cheque book and
Wednesd providing statements
ay Fixed deposit account opening
Date : 2076/11/22
INTERNSHIP

Weekly Log Sheet

Learned
11/22 EXAM LEAVE
Thursday

renewal communication
Friday Chalani of various loan skills
documents
11/25 HOLIDAY
Sunday
11/26 HOLIDAY
Monday
11/27 Scanning and sending ECC Difficulty in Communication

cheques for authorization remittance collection skills and working
providing remittance of due to system error in pressure
customers
Tuesday Dollar enchantment procedure
11/28 Scanning and sending ECC

cheques for authorization
Wednesd Providing customers remittance
ay Providing customers atm card
Date : 2076/11/28
INTERNSHIP

Weekly Log Sheet

Name of the Intern: Reshma Maharjan

Name of the Organization: Agriculture Development Bank, Kalanki Branch

Day Date Brief Description of Tasks Challenges & Solutions Knowledge
Applied and Skills
Learned
11/29 Scanning CIC documents Understanding the CIC Got to learn about
Bank guarantee document process the bank guarantee
Thursday preparation process
Completing loan renew files
renewal communication
Chalani of various skills
Friday documents of loan
customers
12/02 Bid bond document Difficulty in learned about the
preparation procedure understanding terms of process and work of
Reviewing loan files the audit report bid bond
Audit Report for NRB
Sunday preparation of loan
customers
12/03 Locker entry of customers Learned
Process of opening new how locker system
locker is operated in
Monday Scanning citizenship of loan banks.
clients
12/04 Providing credit product Difficulty in dealing with Got to know Nepali
details to clients customers terms for various
Calling customers who are loan terms
left for loan renewal
Bid bond document
preparation procedure
Filling new loan renew
Tuesday forms

12/05
Wednesday __


Date : 2076/12/05

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An Internship Report on

“Agriculture Development Bank Limited”

In partial fulfillment of the requirements for the degree of

Master of Business Administration

It is hereby certified that this report, entitled

“An internship Report on Agriculture Development Bank Limited”

Prepared by Ms. Reshma Maharjan

Is an outcome of 9 weeks internship undergone at

“Agriculture Development Bank Limited”.

Masters of Business Administration

The outcome of this project has been highly appreciated.

Mrs. Kalpana Sedhai External Evaluator

I would like to express my gratitude to our respected program coordinator Mr.

ADBL : Agriculture Development Bank

MBA : Masters of Business Administration

BAFIA : bank and Financial Institution Act

CSD : Customer Service Department

BFI : Banking and Financial Institutions

CTI : Central Training Center

RTC : Regional Training Center

ECC : Electronic Cheque Clearance

ATM : Automated Teller Machine

CIC : Credit Information Company

KYC : Know Your Customers

SMS : Short Message Service

No. Table Page

Table 1: List of products and services............................................................................4

Figure 1: Three Tier Organizational Structure.............................................................10

Academic knowledge counts a lot in our life; however, application of academic

LIST OF TABLES AND FIGURES............................................................................iii

1.1 Background of the Study......................................................................................1

1.2 Objectives of the Internship..................................................................................1

1.3 Details of the Internship at ADBL........................................................................1

1.4 Introduction of ADBL..........................................................................................2

1.4.1 Organization’s Vision and Mission...............................................................3

1.4.2 Major Markets and Customers of ADBL......................................................3

1.4.3 Products and Services offered by ADBL.......................................................4

1.4.4 Organization Structure and Design of ADBL................................................9

1.4.5 Financial Structure of ADBL.......................................................................11

1.4.6 Area of Operation at ADBL.........................................................................12

ACTIVITIES/ROLES UNDERTAKEN DURING INTERNSHIP.............................14

2.1 TASK PERFORMED AT REMITTANCE DEPARTMENT............................14

2.1.2 ACTIVITY 2: Entry and Scanning of ECC cheques...................................16

2.1.3 ACTIVITY 3: Remittance collection of customers.....................................17

2.2 TASK PERFROMED IN CUSTOMER SERVICE DEPARTMENT...............18

2.2.3 ACTIVITY 3: Cheque book issuance and providing statement..................20

2.3 TASK PERFROMED IN LOAN DEPARTMENT...........................................21

2.3.2 ACTIVITY 2: Bank guarantee and bid bond entry.....................................22

2.3.3 ACTIVITY 3: Filing of the documents and loan files.................................23

2.4 TASK PERFROMED IN ACCOUNT/ADMINISTRATION DEPARTMENT23

2.4.1 ACTIVITY 1: Scanning of documents........................................................24

2.4.2 ACTIVITY 2: Filing of vouchers and attendance record of bank staffs.....24

2.4.3 ACTIVITY 3: Locker entry and filling new locker forms..........................25

2.5 PROBLEMS IDENTIFIED AND SOLVED.....................................................25

2.6 INTERN’S KEY OBSERVATIONS.................................................................27

PROGRAM WORKPLACE RELATIONSHIP..........................................................28

3.1 SKILLS USED...................................................................................................28

3.2 PROGRAM WORKPLACE RELATIONSHIP.................................................29

CONCLUSION AND RECOMMENDATIONS.........................................................32

4.2 RECOMMENDATIONS TO ADBL.................................................................33

4.3 REOMMENDATION TO UNIVERSITY/ COLLEGE.....................................34

1.1 Background of the Study