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:
Md. Shamsul Islam
ID-M130202194
Department of Management Studies
Jagannath University Dhaka

Date of Submission: 12th November, 2015

(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

Date of Submission: 12th November, 2015

(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.

Chapter Two: Overview of Jamuna Bank Limited

Chapter One: Introductory Issues

Chapter Three: General Banking Activities of JBL

Chapter Four: Findings and Analysis

Chapter Five: Internship Experience

Chapter Six: Recommendations and Conclusion

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

Limitations of The Study

Overview of Jamuna Bank Limited

2.1

The Bank

2.2

Vision

10

2.3

Mission

10

2.4

Strategy and Priorities

10

2.5

Objectives

11

2.6

Values

12

2.7

Products and Services

11

2.8

Deposit Schemes

13

2.9

Credit Schemes

13

2.10

Overview of Other Products and Services

14

3.

General Banking Activates of JBL

3.1

General Banking Activities

15

3.2

Account Opening Section

15

3.3

Accepting of Deposit

15

3.4

Opening An Account

16

9-14
9

15-28

3.5

Activities and Papers Necessary for Opening An

Account

17

3.6

Issuing Cheque Book To The Customers

19

3.7

Procedures and Issuance of Cheque book to the

Customers

19

3.8

Closing The Account

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

Findings and Analysis

4.1

Cross Table Analysis of Qualification Model of

Work Process

29

4.2

Management Standards of JBL

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

Continuous Process Improvement

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

Quality Management System

38

4.2.8

Environment Management System

38

4.2.9

Quality Function Deployment

39

4.2.10

Use of Management Tools

39

4.3

Cross Table Analysis Of Firms Strategic Planning

And Commitment With Significance

40

4.4

Hypothetical Analysis

42

4.4.1

Analysis of Hypothesis of Customer Satisfaction

42

4.4.2

Analysis of Hypothesis of Employee Satisfaction

44

Internship Experience

5.1

Internship Experience

46

5.1.1

Internship Positions Duties and Responsibilities

46

5.1.2

Account Opening Department

46

5.1.3

Performed Activities

46

5.1.4

Accounts and Clearing Department

47

Recommendations and Conclusions

49-50

6.1

Recommendations

49

6.2

Conclusions

50

References

51

Appendix

53