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ON
GENERAL BANKING ACTIVITIES AND MANAGEMENT STANDARDS
OF JAMUNA BANK LIMITED: AN EMPIRICAL STUDY
SUBMITTED TO:
Dr. Moniruzzaman
Professor,
Department of Management Studies
Jagannath University, Dhaka
SUBMITTED BY:
Md. Shamsul Islam
ID-M130202194
Department of Management Studies
Jagannath University Dhaka
(This paper has been prepared for submission to the Department of Management Studies,
Jagannath University, for MBA internship program)
INTERNSHIP REPORT
ON
GENERAL BANKING ACTIVITIES AND MANAGEMENT STANDARDS
OF JAMUNA BANK LIMITED: AN EMPIRICAL STUDY
SUBMITTED TO:
Dr. Moniruzzaman
Professor,
Department of Management Studies
Jagannath University, Dhaka
SUBMITTED BY:
Pronoto Das Gunjan
ID: M130202158
Department of Management Studies
Jagannath University Dhaka
(This paper has been prepared for submission to the Department of Management Studies,
Jagannath University, for MBA internship program)
Acknowledgement
At first I would like to express my gratitude to Almighty God and My Parents who has given me
opportunity to go through the total process of internship and to write a report in this regard.
I would like to take the opportunity to express my gratitude to my Internship Advisor, Professor
Dr. Moniruzzaman, Chairman, Department of Management Studies, Faculty of Business
Administration, Jagannath University, whose direction, guidance and support helped me a lot in
writing this report.
It was a great pleasure for me to work in Jamuna Bank Limited (Dilkusha Branch) as an intern. I
thank all the employees for being friendly and cooperative. I was taught lots of important things
through-out my internship career because of their proper attention and co-operation.
My deepest appreciation and special thanks goes to Md. Mofazzal Hossain Senior Executive
Vice President, Mr.Mosleh Uddin, First Executive officer, Mr. Toffazel, Mr. Rabbani, Mr.
Mridul, Mr. Lutfor, who helped me a lot during my Internship days with valuable advices,
guidance and necessary information.
At last I must mention the wonderful working environment and group commitment of this bank
that has enabled me a lot deal to do and observe the banking activities during my internship
period of three months. Finally I convey my sincere thanks to my friends who inspire in
different ways to complete the report and the course as well.
Executive Summary
Professional Degree like MBA requires Internship for in-depth practical knowledge in an
organization. I have conducted my internship at Jamuna Bank, Dilkusha Branch, a Financial
Institution. It was a three month period.
I have worked at the bank as a full time employee but unpaid, though I gained hand on hand
experience of clearing and accounts opening department. Where I will work and what I will do
was totally dependent on the Supervisor of the bank. But, What I have observed was in my
control.
I consciously observed the Branchs activities, Attitudes of Employees, Facilities of the Branch,
Customer Complaints, and Services. Then I assumed the Branch as a Sample, and The Bank as a
Population. Using Total Quality Management measures and Statistical tools I have scrutinized
the branchs management standards, internal and external customer satisfaction.
For this study I collected data from authentic sources, and interpret them as a basis for future
courses of research and performance up gradation of the bank.
Table of Contents
Serial
Chapters
Page No:
Introductory Issues
1-7
1.1
Introduction
1.2
Literature Review
1.3
Research Objectives
1.4
Research Methodology
1.5
2.1
The Bank
2.2
Vision
10
2.3
Mission
10
2.4
10
2.5
Objectives
11
2.6
Values
12
2.7
11
2.8
Deposit Schemes
13
2.9
Credit Schemes
13
2.10
14
3.
3.1
15
3.2
15
3.3
Accepting of Deposit
15
3.4
Opening An Account
16
9-14
9
15-28
3.5
17
3.6
19
3.7
19
3.8
20
3.9
Dishonor of Cheque
21
3.10
Clearing Section
3.11
Money Transaction
22
3.12
Accounts Department
24
3.13
Cash Section
26
28
30-28
4.1
29
4.2
30
4.2.1.1
Leadership
30
4.2.1.2
Business Ethics
31
4.2.2
Customer Satisfaction
32
4.2.3
Employee Engagement
33
4.2.4
34
4.2.4.1
Juran Triology
34
4.2.4.2
PDCA Cycle
35
4.2.4.3
KAIZEN Philosophy
35
4.2.4.4
Six Sigma
36
4.2.5
Benchmarking
36
4.2.6
Information Technology
37
4.2.7
38
4.2.8
38
4.2.9
39
4.2.10
39
4.3
40
4.4
Hypothetical Analysis
42
4.4.1
42
4.4.2
44
Internship Experience
5.1
Internship Experience
46
5.1.1
46
5.1.2
46
5.1.3
Performed Activities
46
5.1.4
47
49-50
6.1
Recommendations
49
6.2
Conclusions
50
References
51
Appendix
53