1.

1 Rationale of the study

I am doing internship program in Shajalal Islami Bank Limited, Tongi Branch. The title of the
report is “Customer Relationship Practice study on Shajalal Islami Bank Limited, Tongi
Branch.” The main reasons of choosing this topic is to know details about the relationship with
customers in the banking department’s regular activities. Internship after exam is a 3-credit
compulsory course in BBA Program at faculty of Business Studies. As a BBA student it is very
important to have enough practical knowledge about corporate world specially Bank because I
am a student of Marketing and in future I wanted to be a banker. So, it is an opportunity for me
to acquire practical knowledge about banking and bankers. It is also important for me to blend
my theoretical knowledge with practical life experience. This report is very important for me
because it gives me a chance to know overall banking activities especially customer relationship
practice within departments and to prepare a report about their activities which I learned. I select
customer relationship practice of Shajalal Islami Bank Limited because I want to know how
bankers maintain relationship with customers and bankers in a bank. As a BBA graduate I
learned about customer relationship practice activities and I know it theoretically not practically.
I believe it will help me a lot in building up my career and increase my skill about banking
activities of any organization. In the competitive worldwide period, academic education serves to
support a graduate into profession by giving a degree yet internship position program influences
the theories and educated cases to concrete by putting the understudy in a genuine work
circumstance performing real expert errands, which the activity includes. For this, internship
report has been made mandatory for all Business students of AIUB who are going to be
graduated. As a piece of the BBA program, every one of the students of this university needs to
experience an internship program with a reason to get real idea about the present business world.
It’s a three month’s period time program. After finishing of internship program, every student
needs to present a report specifying the exercises performed and what they learned during three
months of internship.
1.2 Objectives
1.2.1 Broad Objective
The broad objective of this report is to explore Customer Relationship Management Activities &
explain the Procedures of the undertaken byShajalal Islami Bank Limited.

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1.2.2 Specific objectives

 To understand and analyze the overall customer relationship managementactivities of

Shajalal Islami Bank Limited.

 To evaluate the existing customer relationship managementactivities and techniques of

Shajalal Islami Bank Limited.

 To studyoperational efficiency of Shajalal Islami Bank Limited customer relationship

management.
 To suggest the way and means for improvement on policy and techniques on customer
relationship management.
 To gain knowledge about the activities and functions of Banking: account opening, accounts
section, cash handling.

1.3 Background of the Organization

Shahjalal Islami Bankof Bangladesh Limited is an “Islamic Shariah based commercial Bank”,
which is committed to provide high quality financial services to contribute to the growth of
G.D.P. Shahjalal Islami Bank Limited offers all kind of banking facility like account opening,
deposit, investment facility, money transfer facility, foreign trade transactions etc.So, they
emphasis on improve the economy through stimulating trade & commerce, accelerating the
pace of industrialization, boosting up export, creating employment opportunity for the
educated youth, Poverty alleviation, raising standard of living of the limited income group and
over all socio-economic development of the country. Shahjalal Islami Bank is always ready to
maintain the highest quality of services by upgrading banking policies in management and by
applying higher standard of business ethics with sharia law. In the world of consumerism, the
business organization of the world try for the consumers satisfaction as a range one
commercial enterprise method anything may additionally be the product of the organization,
either provider or non-service. Service is the product of bank.So, the Bank offers full range of
Personal, Corporate, International Trade, Foreign Exchange, Lease Finance and Capital
Market Services. Shahjalal Islami Bank is always preferred choice in banking for its friendly
and personalized services, cutting edge technology, tailored solutions for business needs,
global reach in trade and commerce and high yield on investments, assuring Excellence in
Banking Services.

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1.3.1 History
Shahjalal Islami Bank followed Islami Sharia. The bank is named of a saint Hazrat Shahjalal
who dedicated his life for the cause of practicing Islam in the east north part of this
subcontinent. Shahjalal Islami Bank Limited was commenced its commercial operation in
accordance with principle of Islamic Shariah on the 10th May 2001 under the Bank
Companies Act, 1991,obtaining the license from Bangladesh Bank. The bank public limited
company incorporated in Bangladesh on 1st April 2001 under the companies Act 1994 and
listed in Dhaka Stock Exchange Limited and Chittagong Stock Exchange Limited.The
corporate head office of the bank is located at ‘Shahjalal Islami Bank Tower’ plot No:4,
CWN(C) Gulshan Avenue, Dhaka-1212.SJIBL is an exploited new creating Bank with an
authorized capital and paid up investment of Taka 585 million in 2007 and also 585 million
individually as of December 2006. Now the bank has in entire 113 branches where 60
branches is in Dhaka zone, 25 in Chittagong zone, 7 in Sylhet zone, also 7 in Khulna zone, 11
in Rajshahi zone, 3 in Barisal zone, and has 2 branches for urgency banking which is placed
in Dhanmondi and in the corporate branch (Shahjalal Islami Bank Ltd., 2009-2018). Initially
the Bank started its operation as a private commercial Bank, but later on, the Bank has taken
up the challenge to start Islamic Sharia. The bank under takes all types of banking operation
to support the development of trade and commerce in the country.  SJIBL services are also
offered for the entrepreneurs to set up new venture and BMRE of industrial units. To provide
services in respect of international trade it has established wide corresponded
bankingrelationship with local and foreign bank.  SJIBL is working with the idea of serving
the natives as an ideal and unique financial house. Every organization has some objectives of
its own. The key objective Shahjalal Islami Bank is to earn profit throw undertaking the
accountability of providing financial help for the development of the country’s commercial
and industrial sectors.

1.3.2 Mission:
The bank has checked out the following corporate mission in order to ensure smooth
achievement of its goals-
 To provide quality services to customers.
 To set high standards of integrity.

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 To make quality investment.
 To ensure sustainable growth in business.
 To ensure maximization of Shareholders' wealth.
 To extend our customers innovative services acquiring state-of-the-art technology blended
with Islamic principles.
 To ensure human resource development to meet the challenges of the time.
1.3.3 Vision:
To be the unique modern Islami Bank in Bangladesh and to make significant contribution to the
national economy and enhance customers' trust & wealth, quality investment, employees' value
and rapid growth in shareholders' equity.
1.3.4 Strategies:
 To strive for customers best satisfaction & earn their confidence.
 To manage & operate the Bank in the most effective manner.
 To identify customer’s needs & monitor their perception towards meeting those requirements.
 To review & updates policies, procedures & practices to enhance the ability to extend better
services to the customers.
 To train & develop all employees & provide them adequate resources so that the customer’s
needs are reasonably addressed.
 To promote organizational efficiency by communicating company plans, polices &
procedures openly to the employees in a timely fashion.
 To cultivate a congenial working environment.
 To diversify portfolio both the retail & wholesale markets.
1.3.5 Logo & Slogan:

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1.3.6 The organizational organogram

Figure 1: Organizational Hierarchy of Shahjalal islami Bank

1.3.7 Product and service offered by organization
Bangladesh is now a developing country. The UN has identified Bangladesh as a developing
country on 17 March, 2018. Because of its rapid economic growth Bangladesh achieve this
stage. The bank serves all types of modern, progressive and dynamic business as well as banking
services to the customers of all strata of the society. During the short span of time, the bank has
been highly recognized and praised by the business community, from small entrepreneurs to

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large traders and industrial conglomerates and emerged as the fastest growing among the third-
generation banks in respect of business and profitability.Shahjalal Islami Bank of Bangladesh
Limited successfully marketed its products designed to fulfill the needs of various socio-
economic strata. Attractive features of the products have given a distinctive image among the
private banks. The bank has been making continuous endeavor to offer new products and
services. As a commercial bank, they provide all traditional banking services:
 General Banking Department
 Investment Department &
 Foreign Exchange Department
 This three department provided services are:
Deposit products:
 Al-Wadiah Current Deposit Account
 Mudaraba Savings Deposit Account (MSB, MSTD, RFCD, NFCD)
 Mudaraba Term Deposit Receipt
 Mudaraba Monthly Savings Scheme
 Mudaraba Monthly Income Scheme
 Mudaraba Super Savings Scheme (Double Scheme)
 Industrial Finance
 Project Finance
 Lease Finance
 Syndicate Finance
 Hire Purchase Finance
 Real Estate Finance
1.3.8 Target Customers of Shahjalal Islami Bank Limited
Non-customers:
 Customers of other banks
 Younger consumers
Low-value customers:
 Limited income/financial needs
 Business spread over several banks

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 Medium-value customers:
 Most business with one bank
 Business spread over several banks
Ex-customers:
 Inactive
 Closed accounts
1.3.9 Competitors of Shahjalal Islami Bank Limited
In the Banking sector there are many Private Bank in Bangladesh. Every sector hascompetitors.
Shahjalal Islami Bank is one of the most popular Bank in Bangladesh. So,there are many
competitors Private Bank sector.
List of Market Competitors:
 Exim BankLimited.
 Al- Arafah Islami Bank.
 Mutual Trust Bank.
 Brac Bank.
 IFIC Bank Limited.
 Meghna Bank Limited.
 Modhumoti Bank Limited.
 NRB Bank Limited.
 One Bank Limited.
 Trust Bank Limited.

1.3.10 Existing Market Positioning ofShahjalal Islami Bank Limited

SL Particulars 2012 2013 2014 2015 2016

01. Authorized Capital 10,000.00 10,000.00 10,000.00 10,000.00 10,000.00

02. Paid-up Capital 6393.92 7031.42 7031.42 7031.42 7382.99

03. Total Shareholders’ 10181.97 11083.43 12143.38 12950.32 14187.80

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 Equity

04. Capital Base (Tier I 10596.51 11623.52 13078.26 16916.08 19195.04

& II)

05. Total Deposits 93594.29 102104.48 124535.01 149773.62 190564.52

06. Client Deposits 81091.39 95984.82 109040.63 138537.32 178846.14

07. Investments 76024.97 85922.33 107899.96 134116.85 174196.13

(General)

08. Investments 6144.01 8538.18 7823.73 9222.39 12310.58

(Shares &
Securities)

09. Foreign Exchange 126519.90 132374.70 139910.11 149192.40 167382.30

Business

10. Operating Profit 3617.82 2924.55 3964.27 4849.82 5698.08

11. Profit before Tax 2747.89 2024.66 3307.52 3479.17 4192.19

12. Fixed Assets 2249.95 2653.88 2675.86 3072.04 3257.52

13. Total Assets 115165.95 126616.56 1537374.67 180112.11 227704.18

14. Stock Dividend 10.00% 0.00% 0.00% 5.00%  

Cash Dividend 5.00% 12.00% 18.00% 15.00% 20.00%

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2.1 Work-Related Activities:
The report has been prepared on the basis of experience gathered during the period of internship.
Within this period, I mainly worked with department namely General Banking, Accounts
department. I also work with customer service department for a short time. Shahjalal Islami Bank
Limited does not follow any specific guideline for the internship students. The Branch treated me
as one of their employees not just an intern. So, I had to do a lot of work.

2.1.1 Customer Service

The very first day of my Internship program I was assigned to customer service. Customer
service department is the first opportunity to know about the customer and customer gets to
know about the bank. Customers come to the bank to get several services. It started with opening
Savings, FDR, Deposit, Current accounts. They request cheque book requisition and collect
cheque book from customer service section. Customer service helps the customers to know about
all the information about the bank. For helping them and giving any kind of support there have a
customer service officer who also worked as a sales executive in the commission agent unit. As I
have been working as an intern student to learn the work and the business as widely as possible I
used to provide service the customers.
2.1.2 Accounts and Clearing Department
Accounts department is a sensitive part of a bank. This department is very busy department. In
this department, tasks of all departments, all departments transaction vouchers are maintained.
Printed out the transaction listing of previous day for checking debit and credit vouchers.
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, credit voucher
separation. As I have been working in there almost for 3 months. So, I have used to do maintain
the cash book, Journal, Ledger, Accounts receivable account, Accounts payable account. But till
now I haven’t done Income statement or Balance Sheet.
2.1.3 Credit Department
I had to serve credit department for few days. As I was an intern and was not authorized to do
same works as an employee so I got some minor works in my bag to be done with. One of these
was to call the clients who took loan from the bank and now is paying it through installments.
Sometimes clients forget willingly to pay off these installments. I had to make them remember
by calling them and asked nicely for the money. Sometimes it was not that easy and pleasant as it
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sounds. I had some bitter experience.Doing all the banking transaction is the job of the cashier.
As an intern, as I have been working in there to learn the business I also have worked in bank
transition activities.
2.1.4 Printing and Copying Documents:

The important documents which needed to be copied or printed that I have done.
2.1.5 Making phone Calls to the Clients:
It was a regular task of mine to call the clients, suppliers, employees etc. I have done those phone
calls for different reason like to gather information, maintaining business relationship, managing
the human resources and so many other things.

2.1.6 Work in Sales Department:

I also have in sales department of this business organization. I have sold paddy in the
commission agent unit and also have sold rice in the rice manufacturing unit.

2.1.7 Update Customer Information

Sometimes it very important to update customer information. For this my prime job was to
update customer’s information. Customers who opened their bank accounts before the bank is
computerized, they need to update their information and also photo, address, transaction profile,
national ID no. and other documents, and I have had to collect all information from the
customers.
2.1.8 Address change & Name correction of the customers
My key job was to correct customers name and address if changes necessary. I have had to
contact with customers face to face and had to inform that their address or name have to correct.
I talked with dormant account holder and ensure them to come bank with their all information
such as, NID card, photocopy etc. for make sure their account be ready for transaction.

2.1.9 Call Customer

I had to call the customer to let them know their cheque book or debit card is ready. Also, if any
customer provides wrong information in account opening time I call them and collect right
information.

2.1.10 Filling all document in files:

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After transaction hour, I felt all type of important document in different file, rearrange all
the forms according to their data. After rearranging all the form, I had to keep them in the files
according to their months and gut file number.

2.1.11 Inward Register Book

Inward register book where entry all type of document coming outside to the bank where input
all types of incoming documents coming outside of the bank. After collecting all this document, I
have received seal giving entry in the inward register book with inward number. The most
important papers like L/C or credit documents was marked by the manager. After making this
document, it has given to the assign person and takes their sign into inward book.

2.1.12 Outward Register Book

Outward register book is where entry all type of documents before going outside of the bank. All
the documents are going entry before going outside of the bank. Before going outside, the
document I had to entry in outward register and put the outward number in the register book.

2.1.13 Address Change and Phone Number Correction of the Customer

My work was to correct customer’s name, contact, address or update e-mail if change necessary
and contact with customer face to face and had to inform their address or name have to be
corrected. I talked with dormant account holder and ensure them to come bank with their all
information such as NID card, picture and other document.

2.1.14 Courier Register Book

Courier register book is where entry documents only dispatched by courier. In this book have to
entry all the documents which is only dispatched by courier. The documents like ATM cards
introduce letter, etc. before giving the documents to the courier had to taken sign from the
courier in the register book.

2.1.15 Clearing Cheque

It is duty to receive several cheques from the customers. Then check the account number,
account name, amount and amount in word and attach seal in the cheque. In clearing cheque, it is
mandatory to check that customer gives the proper data, because cheque with future dates in not
allowed. Then give the cheque to the customer service officer.
2.1.16 Call Receive and Transfer

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Receive various clients phone call. After receiving their calls, it needed to ensure that which
department or whom customers want to talk about their problems after knowing this they have to
transfer the call to their desire department or the specific person who want to talk.
2.1.17 Clients Account Statement
Some customers ask for their bank account statement. According to their demand I gave bank
account statement to the customers.

2.1.18 Balance Quiry

Some customers went to know their account balance. According to their demand I gave bank
account balance to our relevant customers.

2.2 Organization Wide Activities

2.2.1 Cheque Book & Card Listing

When everyday came new cheque book and card from head office I used to input the new cheque
book list and debit card list in register book. Then keep the card and cheque book in trunk for
security.

2.2.2 Delivered Cheque Book/Debit Card

After giving cheque book and debit card requisition customers need to wait for their cheque book
and debit card. Cheque book and debit card requisition normally takes couple of working days to
delivery cheque book and debit card to respective customers. After that customers need to collect
their cheque book and debit card from the branch. I tried to deliverd cheque book and debit card
to the customers in proper time.

2.2.3 Cheque/ Debit Card Issue

When customers came to the branch premises for collecting their cheque book or debit card, they
need to sign it in different register books. After that I issued their cheque book or debit card and
give it to them. After issuing cheque book and debit card they can use them at any time when
they wish. But for cheque book has to be used in between banking transaction hour, which is 10
a.m. to 4 p.m.

2.2.4 Scanning of different Documents

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When I opened an account, I needed to collect different documents from customers. For example
- National ID Card, Passport, driving License, Commissioner Certificate etc. So, I needed to scan
those documents for banking purpose. After scanning those documents, I printed it and returnd
the original copy to the customers.

2.2.5 Online Banking Facilities:

The Bank has started to give online banking facility to the customers through a system of all
branches in the nation utilizing satellite-based Communication links. The bank is also member of
Society for Worldwide Interbank Financial Telecommunications (SWIFT). The Bank may
present more items for customers, for example:
 SMS banking
 Tele banking
 Internet banking
I tried to present the overall picture of the Bank to the Depositors, Shareholders, Investment
Clients and well-wishers in home and abroad that bank has designed a web site
www.sjiblbd.com.
2.2.6 Loan System:
Sjibl (Tongi branch) provided business loan, house loan, car loan. The bank took 14% interest
for every type lone average.I informed the customers about loan and mortgage. I informed
them,for business purpose bank first sees how much client wanted and how much they needed to
develop the business. Then they gave mortgage something and then gave the loan.I also informed
them, For house loan, bank had beengiven some criteria. House plan, electricity plan must be
passed. Gas plan was not mandatory now. At least one floor must be completed for the loan.
Then bank made investigation about the house and calculate how much was needed to complete
the house.I informed the customers, client must be making mortgage of his house to the bank.
Bank provided 70% loan for house and 30% expense had to be carried out by the client. I tried to
know that, this branch didn’t give car loan to all clients. They only provided loan to which
person had house or high salaried officials. To knowing the customers I told them interest
amount depended on client. If client took much loan then the interest rate will be low, if take
little lone then interest will be high as like 14%. So, it was basically depending on client. The
bank starts to receive the loan application after a certain period by discussing with client.

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2.2.7 Foreign Exchange Activities
 Letter of Credit (LC):when any business man wants to import product then he has to be
opened LC in a bank. I informed that, he should have a bank account with limited money,
need IRC import license, tread license and the list product price.
 Bill negotiation:Sjibl issues export L/C and negotiate the export bill. I informed the
customers about L\C export and inport.I tried to informed that how they easity negotiate with
bank.
 Foreign remittance: Foreign exchange department plays a vital important role for foreign
remittance. Everyday lot of customers came to me to get the services. I informed them about
balance, credit,inquiry etc. Foreign exchange department maintain various A/c all over the
world. It keeps correspondence with foreign banks.
2.2.8. Cash Department
I always tried to help in cash department.Different functions of cash department are:
 I helped them to receiving cash from the depositors.
 To payment of cash to the client as demanded.
 I tried to checking all areas of deposit slip whether it was clearly written or not (name,
account no, amount)
 To verifying the payment cheque when to pay the money to the clients whether the
information was available or not like amount, account no etc.
 I always tried to all the received and payment money must be written down in the receipt and
payment register along with account no.
 Cash register must be maintained by the Cash Officer.
 To maintained of daily cash balance.
 To preparedthe monthly cash balance.
2.2.9 Accounts Department
Sometime I worked in both site of the departments. Accounting of Sjibl can be broadly classified
in the following two groups:
 General Accounting

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 Investment Accounting

3.1 Observed in the Organization

In my internship program I have traced some problem which is related tocustomer relationship
department. So that I could learn from them. Some of the observations that I had encountered
during the Internship process are as Follows-

3.1.1 Excessive Work Pressure to the Internship Student:

As an internship student they gave much pressure to me. I always tried to fill up all the account
book (DPS, Saving), filed up all new account holders forms at in short time.They also continue
to gave me work till the previous work remains unfinished. They regularly gave me the same
type task thus I felt tedious about that.

3.1.2 Every Employee was not Cooperative Due to Busy Work Schedule:
Some people were little bit rude in their behavior with the interns. If I didn’t work properly then
some were making fun of it. Some didn’t give proper information to do the task. But other
employees were good. They were very friendly to co-operate and also helped me to complete the
task. Sometime maintain the work very hard due to busy work schedule of the employee.I faced
lot of difficulties in to maintain the duties.

3.1.3 Less Number of Permanent Employees:

In the Shahjalal Islami Bank Limited ,there was much work pressure given to all internship
student, they need more employees to complete these tasks. In the Shahjalal Islami Bank Limited
Tongi branch there are few workers. This branch should increase more staffs to handle the
regular pressure. They should give chance to the new graduates as permanent employees of the
bank.All the day I felt lot of pressure due to massive work load. Less number of employee
increase hardle to me a lot.

3.1.4 Students are not Allowed to Take all Kind of Information Related to Internship:
In the Shahjalal Islami Bank Limited, students are allowed to work only and can collect
information related to the given tasksbut I was not allowed to take other information like HRM,
Investments, Loan, Finance etc to make an informative internship report. As a intern, I needed to
collect lot of information to complete the report. But I didn’t collect lot of information due to this
restriction.

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3.1.5 Officials don’t Take Full Information During Opening New Account:
In Shahjalal Islami Bank  (Tongi Branch) didn’t receive proper information during opening a
new client account. Those incomplete tasks and the associate work pressures were given to me
and I called those clients to the bank and carry over them to fill up the missing information.
During opening new account some signature were missing, the officials didn’t take client phone
number, nomine information were also missing some time. I constantly undertake to provide full
entire information to clients of the bank.

3.1.6 Customer Service is Weak:

Their clients were many but sometime Icould not give proper and satisfactory service to the
client. Because there were few numbers of employees.In the Shahjalal Islami Bank Limited
(Tongi branch)needed to increase the permanent employee’s number. Then they could give
proper service to all clients. But I always tried toserving the customers with proper service and
offers.

3.1.7 Proper documentation:

Clients in shahjalal Islami Bank didn't have the necessary documents,Such as- Trade license,

National Card, TIN certificate, Company’s Visiting card etc. In shahjalal islami bank proper
documentation make sure that initial process to collect the documentation of the clients.I tried to
provide proper documentation to the customers and assist for make a first-class and positive
image towards bank.Sometime I helped the operation manager to collect the documentation of
the clients.

3.1.8 Lack of System Software:

In the Shahjalal Islami Bank Limited, banking software was not sufficient that can help the bank
to provide speedy services to customer & internal uses. Therefore, the concerned authorities
should consider replacing the bank system with more advanced banking software. The banking
system of Shahjalal Islami Bank Limited is not modernized in compare to other rivals in the
competitive market. So that I faced lot of problems due to ancientbanking software.
3.1.9 Less Promotional Activities:

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Shahjalal Islami Bank Limited did not engage any promotional activity. Whenever they made or
introduce any new product they did not show it through advertising or any other social media.I
faced lot of problem whenever informed customers about the previous or present promotional
offers.
3.1.10 Not Enough Car Parking Space:
In the Shahjalal Islami Bank Limited (Tongi branch) doesn’t have any parking space. There are
no big spaces for canteen and for lunch. Sometime I faced lot of problem for getting parking
pace of my car. At the same time there were not much sitting space for me and customers so that
I faced lot of problem.
3.2. Academic Preparation
3.2.1 Mismatches
In AIUB my major was marketing. Now I have done internship on a financial institute, so this is
quite challenge for me as a marketing student, but I did it successfully. In my major marketing
course I learnt course contents like business graphics, but there is no use of graphics in financial
institute. Marketing teaches us how to take decisions in business sector but there is no use of it in
banking sector.

 Practical implementation in Academic Courses

The academic courses have given me the theoretical knowledge but after entering
professional life in internship program I faced a lot of challenges because there is a huge
difference between theoretical knowledge and practical knowledge.Theoretical knowledge
gave us the knowledge of how to do any task but in practical life, I had to do those types of
the task properly.

 Rules, Regulation and Norms:

The rules, regulation and norms of Shahjalal Islami Bank Limited are different from
American International University of Bangladesh. Because, American International
University of Bangladesh’s rules and regulation and norms are easier but I faced difficult
rules and regulation and norms in my internship period.

 Banking Activities:
SJIBL has been done lot of activities like money transfer, opening account, given loan etc.
Those were totally practicle knowledge. Which were totally different between academic and

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 practical knowledge. University providedusonly theoretical knowledge, but I had to do work
with practical knowledge on banking activities, sales activities, maintain human resource etc.

 Culture Differentiation:
I learned some specific culturein American International University of Bangladesh, which
were very different from the culture ofthe Shahjalal Islami Bank Limited. The bank culture
has been highly recognized and praised by the business community, from small entrepreneurs
to large traders and industrial conglomerates.AIUB has been worked to deliberate
education.It was totally different because American International University of Bangladesh
was educational Institution and the Shahjalal Islami Bank Limited is a banking institution.

 Knowledge about Local Business, Maintaining Cash, Sale Product:

I don’t have any knowledge about type oflocal business, maintaining cash, sale product etc.
which I was not learn from the university.

3.2.2 Missing Knowledge and Skills

In my internship time I found some relevant course which I learned from AIUB. Financial
accounting, Managerial accounting, Financial management course are related to the bank sector.
Business communications helped me to connect with my client freely. From my major marketing
course I use some software for my education purpose. Now in banks, they also use own building
software for transection and collect all banking record. In computer and business application
course we learn MS Word, MS Excel. Those are very helpful and usable in bank. The use of this
software is core banking software for this bank.

 Training Program:
As I have done lots of reports in Microsoft word during my BBA program, it was easy for me
to do work in that but in the bank, there was so many uses of Microsoft Excel which was not
practiced properly in the courses. I did not get any training on Microsoft Excel, database in
AIUB to carry out an outstanding performance in the corporate world.
 Increase Corporate Visit:
AIUB did not give us any facility to go outside of the university such as organization to
explore the knowledge at the same time that will increase the confident. I did not get the
corporate visit at any organization before the internship program. Corporate visits to well-
renowned organizations can help students to have a better perspective and enriched idea
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 about the corporate culture. It will help the students to overcome their job fear and help them
know how a company works and functions are carried out in different departments.
 Update knowledge:
Now we are live in a constantly changing world. Everything is rapidly changing. Everyday
new technology, working process and strategy are innovating. But in university we were
following old process of learning. We did not have the opportunity to introduce with this up
to date information and knowledge. So it is important that the University give us updated
knowledge of changing world so that we perform batter in real world.
 Workshop Development:
I didn’t get any workshop related to bank. University should make arrangements on getting
more motivating guest speakers. This will inspire the students to carry out an excellent
performance during their internship. As a result, in the corporate world students of American
International University Bangladesh can build a good reputation and create a distinct role in
the job market.
 Communication Skill:
In Shahjalal Islami Bank I found precise difficulty among communicating with people.
Because my university did not work about to increasing communication skill. So that
students cannot understand how to do correspond with local business possibly with
uneducated or less educated people. Most students did not know about how to communicate
with people.But in the bank, everybody had to communicate with all types of customers
without hesitate.

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4.1 Lessons Learned from Shahjalal Bank
4.1.1 Communication Skill:
Throughout the internship program one of the most valuable and important thing I learned is how
to communicate with different type of people. Shahjalal Islami Bank Limitedhighly emphasize
on communication; they prefer virtual communication rather than faced to face communication.
For an example they informed me the entire schedule earlier and asked if I am comfortable with
that. I could change the schedule by informing them through email or direct call. If I was late all
I needed to do text them or email them. They quickly responded to any sort of communication
and that was the best part.
4.1.2 Punctuality:

One of the good things that I have learned from the experience is time management. I badly
needed to learn the time management because I had faced serious problems to manage both my
work and study. For example, while working in there we had to do work on priority basis. I had
to make a list of work a week advance or more on the basis of importance then mark on the
calendar or create notes in the cell phone or notepads. This gives a clear idea of the schedule.
4.1.3 Team Work:

It’s a big achievement for me to gathering knowledge through team work.Before Internship,
Knowledge is kept on only book. So this Internship opens the door to enter in the corporate
world. Where getting the real life knowledge with team work. Not only that the way of different
work done is gain from this team work. We work together as a team of the Bank. So that we
handle all the work in a good manner.
4.1.4 Professional Skill:
Working at the bank taught me to be a professional. Shahjalal Islami Bank Limitedhighly
emphasize on professionalism. It is also helps me to fulfill requirements. They are formal and
very professional on their jobs. The professionalism increases the efficiency and reduces the
errors which ensure standard and quality service as a result maximum client satisfaction is
received. It is all about being accurate, reducing mistakes, following standards and acting as
situations demands.

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4.1.5 Performing Responsibility:
Responsibility is such a thing that the all liability goes to one person and that person is
responsible
for that job. So from my internship I learned how to perform duty with proper responsibility, it
was very much challenging because any fault makes you penalty.
4.1.6 Work Environment
During my internship, I learned about working environment in practically. Especially I learned
about office environment of organization. I observed that working environment at the company
is very formal and the dress code was very formal as well. I also had to dress formally to cope up
with the working environment which I have enjoyed a lot. It was really a good experience to
work in the Bank .
4.1.7 Adjustment with Workplace
While I was working in the Shahjalal Islami Bank LimitedI was treated as an employee like
others in the organization. My supervisor and other working people gave me sufficient
information in terms of acquiring enough idea about their working strategy. This enhanced my
knowledge, skill and the power of implementing of my academic knowledge in a workplace. I
believe this is much quite important and also the whole program made me ready for starting my
professional career in the same environment.
4.1.8 Skills Gained
This internship has changed my professional level which will be helpful in my activities in my
working station. I have tried to coordinate the theory (which I have learned from the course) and
practice (during internship). As a result, I feel that my quality of work improved and will make
good contribution more in the organization for the development.
4.1.9 Professional Communication
I learnt how to further improve my communication skills in an organization. During my
internship I have gained more skill and knowledge in case of letter correspondence, due to proper
guidance and suggestion of my supervisor and high officials.
4.1.10 Critical Thinking
The internship gave me an opportunity to interact, learn and share ideas with the internal and
external stakeholders of office. This has broadened my thinking and practical skills by learning

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from different situations. I can think a bit more critically on any issues raised in the office works,
in projects and in my personal life.

4.1.11 Working Under Pressure:

Here I have learned how to work under pressure. In real life one needs to learn, how to work
under pressure, how to handle pressure in different situation. In this organization, I have Learned
how to manage pressure situation.

4.1.12 Peoples Skills:

In Shahjalal Islami Bank Limited, everyday new people come to different purpose. So it was a
real chance for me to learn, how to react with new people and how to manage them. Different
people have different point of view, they think differently, its needed to understand their thinking
to deal with them and in this organization, I have learned how to deal with new people and how
to understand their thinking how they think about anything.
4.2 Lessons Learned from AIUB
I had been able to gain experiences about lots of new things during the internship program and
most importantly now I can correlate my academic knowledge which I gathered from AIUB with
my work life in Shahjalal Islami Bank Limited .Overall the internship program of AIUB is very
good. It is quite different and standard one than other university. It had been a great pleasure to
prepare the report based on my internship experience. My instructor gave some useful instruction
to prepare this report. From the internship program I have learnt about the banking services of
Shahjalal Islami Bank Limited. Also, following are the important lessons that I acquired from my
academic program in AIUB:
4.2.1 Team Work:
Team work is the very important thing in our life especially in corporate life. This internship
program helped me a lot to realize the importance of working as a team. My university helped to
do team work. This time I have learned lot of thing with my team member. How to handle my
work relative problem.
4.2.2 Future Carrier Plan:

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This internship will help me to choose my future career and buildup my confidence inbanking
sector. I have been trying to give my best to my organization’s development. This internship
program has been played important role to develop myself to decide about my potential career
opportunities.

4.2.3 Time Management:

Time management is very important lessons to be learned. Earlier, you could just miss a class
because you had some personal commitments. During an internship which is almost the
beginning of your work life, you can’t mark your absence on a regular basis.
4.2.4 Working Under Pressure:
Sometime I had to work under pressure.When two and more work came to me at atime it may
pressure on me. I need to keep me relax and identify which work is more important and then
accordingly do all the work.
4.2.5 Not Depend on Others:
In my internship program I have a lot of task (concept making, brand calendar prepares, sales
monitoring) doing. Sometime I have faced a lot of problems but I never depend on anyone to
finish my task. Because of my job is my responsibility.
4.2.6 How to Present Work Experience in the Report:
The faculty additionally encouraged me how composes the work involvement in a CV and in a
report.
4.2.7 Self-confidence:
Everyone is working for their responsibility. I have self-confidence about my responsibility
which is developed in “Customer Relationship Management” after joining.
4.2.8 Campaign Planning:
I learned campaign planning from one of my marketing major course named Brand Marketing,
which helps me to give suggestion to my supervisor to make campaign planning for “Customer
Relationship Management”.
4.2.9 Apply Volunteering Experience:
I have some volunteering experiences in my university from that I learned how to manage
critical situation and manage programs.
4.2.10 Developed Interpersonal Skills:

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I have also developed my interpersonal skills from the group works that we completed in various
courses to prepare the assignments and reports.

5.1 Summary
Shahjalal Islami Bank Limited has differentiated its administration scope amid most recent
nineteen years by opening new branches at various deliberately critical areas the nation over by
offering different administrations with a dedication of guaranteeing perfection in keeping money.
The Bank deals with expanding clients with happy with their item products and reasonable price.
The organization is up to date in terms of production, environment protection, customer
satisfaction, corporate social responsibilities, marketing, and services.This bank is taken after all
guideline which has given by Bangladesh Bank. It controlled and checked by Bangladesh Bank.
This report concentrates on customer relationship practice study on Tongi branch of Shahjalal
Islami Bank Limited. In the Banking divisions manages account opening, DPS, FDR, locker
benefit, card benefit, client mind, credit, shanchayapatra, settlement, installment arrange, web
and versatile saving money are some basic administration range. As opposed to these basic
administrations, this bank give some one of a kind administrations to manage over the long haul.
At first I will give a little outline of the bank. In second part I will portray about managing an
account and furthermore incorporate my parts and obligations those I have finished in the Bank,
and some basic perceptions. Last section is the conclusion part.Shahjalal Islami Bank Limited is
a 3rd generation commercial bank which give them an advantage over other commercial banks.
They are now doing business for nineteen years and already made its presence in a positive
frame to the mind of shareholders, clients, other bankers as well as other banks. They have the
capital, human resource to grow rapidly in the coming days. As the competition in commercial
bank sector is increasing rapidly, to exist its present position or improve its present position the
bank have to go for better, quick customer relationship services to the customers in future. They
have different type of products in the market but they should also increase products to get more
market share. They have 132 branches all around Bangladesh at present which are good for a
bank but they should also focus on different business zone to set up new branches all over the

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country. According to the financial statements of the bank they are doing good in the previous
years but they should improve in different activities other wise they have to face tough time in
future.

5.2 Recommendations
Overall it was a great experience for me to face the corporate life. First I face many problems
about my work but now at the end, I can feel that I had learned many new things. Shahjalal
Islami Bank Limited try to go on a good position in business sector by improving their service.
For this purpose, I would like to give some recommendations mentioned below of the report.
5.2.1 Recommendations For Shahjalal Islami Bank Limited

 Improve Communication
The big issue of Shahjalal Islami Bank Limited is a communication problem. Lack of
communication creates pressure and Bank faces many difficulties.Shahjalal Islami Bank
Limited need to improve their communication to remove pressure from bank employees.
 Need more Skillful Employee
Shahjalal Islami Bank Limited of (Tongi Branch) need more skillful employee.So If one
employee is absent or on a leave another employee has to take duties of that employee along
with his or her own duty.
 Proper Documentation
According to the Manager Operation, Tongi Branch, Shahjalal Islami Bank Limited, Clients
sometimes do not have the asked documents needed. Such as- Trade license, National Card,
TIN certificate, Company’s Visiting card etc. Proper documentation is a big challenge for the
respective bank. According to the Manager Operation, proper documentation helps the client
for building a good and positive image towards bank.
 Need more Equipment
This branch does not have enough printers and photocopy machines so when one employee is
doing print another employee has to wait. This branch have to bring more equipments.
 Promotional Activities

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 Shahjalal Islami Bank Limited need more promotional activity. Whenever they make or
introduce any new product they need to show it through advertising or any other social
media.
 Ensure Better Quality Internet Service:
The organization need to ensure good internet service and also the IT department need to
check regularly or weekly the connectivity of the internet service so that the employees do
their work properly.
 Increase Benefits for Customer:
The top management need to think about this issue that if they give more benefits to the
customers then the sales will automatically increase and they feel motivated to get the offers.

5.2.2Recommendations for AIUB

 Practical Knowledge
In our academic degree, I have gathered knowledge in different the sectors. But all are the
theoretical knowledge. But we need more practical thinks to practice. I barely acquire a
practical knowledge. That’s why it is quite difficult to match practical work with the
theoretical knowledge we have.
 Corporate Environment
Environment can play role while working any corporate office similarly at first, I cannot
coordinate with official environment as our education is theory based. So we need more
corporate environment in varsity.
 Case Study Based on Local Business:
In university we so maximum case study on foreign companies. But university should give
case study on local business in Bangladesh which help students to get clear knowledge about
the Bangladeshi local business and the necessity of small and medium business for our
country.
 Relevant Course Need to Offer:
University should take a look on BBA course outline because some courses are not relevant
for BBA and need to focus on skilled based courses.
 Arrange More Workshops:

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 University should focus on arranging more workshop related to the skill development and
corporate knowledge.
 Organize More Industry Visit:
Industry visit gives student real life experience so if possible, university need to organize
more industry visit for the BBA students.

6.1 Proposed Improvement Plan

Existing Actions to be Strategy Lavel/Personn Resource End
Problem/Wea Taken/Proble (Mode of el Involved Requirement Result/Outcom
k Areas of the m implementatio (Who will s (Manpower e
Organization Solution n oralways of implement and and
addressing the who will Financial)
problem) benefit/affecte
d by the
Solution)
1) Shortage of The bank To deal with Top Manpower Increasing the
Office Space should increase the limited management and financial banking space
in the Branch more space for branch space, and HR both types of for the branch
carrying out they can rent a department resources will maintain a
their official new branch set should take may be good image of
activities. up in a decision to required to do the bank and
multistoried arrange branch this. add more value
building or buy space and to the interior
a new space. location. decoration of
the bank.
2) Less Increase the The bank’s top HR department Both This will
Number of number of management should get manpower improve the
Permanent permanent should consider involved in this and Financial work load of
Employees in employees to making a case as well as resources will the employees;
the Branch properly handle proper human the top be needed for their job

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 the task. resource management’s initiating the performance
planning and approval is recruitment will increase
forecasting needed for process. with providing
system. recruitment & better customer
selection service.
process.
3) Lack of Increase the Identify the Top level To set up the This will
Sufficient number of locations where management of new ATM improve the
Number of ATM booth in the ATM booth the bank, Booths, both card services of
ATM Booths the appropriate establishments Finance and IT manpower the bank by
locations. are essential department of and financial making the
and then Install the bank should resources are ATM
needed number get involved in needed. transaction
of ATM booths this. convenient for
in every local the clients of
area. the bank.
4) Lack of The bank The marketing Marketing Financial By this
Promotional authority must department of Department resources will measure, the
Activities for consider the bank should should get be required in bank’s image
the Bank’s developing the design the involved in this this regard and goodwill
Services promotional promotional matter to design since the will improve
activities of messages for the appropriate bank need to among all the
their services. the target promotional incur people.
customers. strategy. expenses for
conducting
the
promotional
activities.

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5)Fake Fake To identify Mid-level Financial,Vic Proper
Documentatio documents number of management e President documents will
n should be documents and branch and be found if
decreased. whether it is authority. Executive number of fake
fake or not. Officer. documents are
reduced.

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