HDFC Project On TQM

TOTALQUALITYMANAGEMENT
ATHDFCBANK
ADissertationsubmittedinpartialrequirementsfor
theawardofMBADegreeofBangaloreUniversity
By
MsDarshanaPatel
(Regno:04XQCM6021)
Undertheguidanceof
Dr.KVPrabhakar
SeniorProfessor,MPBIM,Bangalore
M.P.BirlaInstituteofManagement,
AssociateBharatiyaVidyaBhavan,
No53,RaceCourseRoad,
Bangalore560001
2006.
EXECUTIVESUMMARY
The most important objective of this study is to reduce the

turnaroundtimetakenforasimpleaccountopening.Thetoolsused
todeterminethemainreasonsforsuchdelaysareidentifiedinthe
Pareto Charts, Service Switching Diagram and surveys through
questionnaires.
The major findings of this research highlight customer
expectationfromthebanksservices,actualandexpectedturnaround
timeforaccountopeningandhowtheyratetheirbankintermsof
serviceprovided.ItwashoweverfoundthatchangeinRBIguidelines
wasthemaincauseofsuchdelayswithotherminorcauses.
Toeliminatethereasonsfordelays,separateinstructionforms
arerecommendedtitled HelpustoserveYoubetter thatbrings
aboutclaritywhilefillingaform.Alsotheapplicationformscanbe
simplifiedtomakeiteasyforalaymantofillin.
The following pages give a detailed study on Account
OpeningDelaysorAODwithsuitablerecommendations.
M.P.BirlaInstituteofManagement 2
AssociateBharatiyaVidyaBhavan
Declaration
Iherebydeclarethatthisdissertationentitled, TOTALQUALITY
MANAGEMENT at HDFC Bank is abonafide study, completed
undertheguidanceandsupervisionofDr. KVPrabhakar,Senior
Professor,M.P.BirlaInstituteofManagement,Bangalore,(Internal
Guide) and Mr. Baban Balan, HDFC Bank, Bangalore (External
Guide).
Ifurtherdeclarethatthisdissertationistheresultofmyownefforts
andthatithasnotbeensubmittedtoanyotherUniversityorInstitute
fortheawardofadegreeordiplomaoranydegreeorothersimilar
titleofrecognition.
Place:Bangalore (Ms.Darshana.Patel)
Date:
Certificate
I herebycertifythat thisdissertationentitled TOTAL QUALITY
MANAGEMENT at HDFC Bank has been prepared by
Ms.Darshana.PatelundertheguidanceandsupervisionofDr.KV
Prabhakar, Senior Professor, M.P.Birla Institute of Management,
Bangalore. (Internal Guide) and Mr. Baban Balan, HDFC Bank,
Bangalore(ExternalGuide)
Place:Bangalore
Date:
(Dr.NageshSMalavalli)
Principal
Certificate
I hereby certify that this dissertation entitled TOTAL QUALITY

MANAGEMENT at HDFC Bank is the result of research work
carriedoutbyMs.Darshana.Patelundermyguidanceandsupervision.
Place:Bangalore
Date:(Dr.KVPrabhakar)
InternalGuide
ExternalGuidesCertificate
Acknowledgement
ItissaidAteacheraffectseternity;hecannevertell,wherehis
influencestops.
I would like to take this opportunity to thank my project guide,

Dr.K.V.Prabhakar,forhighlightingcertainaspectsthatIneededto
coverandalsoinframingthefinalreport.Iwouldalsoliketothank
Prof. Shanmugam for his guidance in the area of Quality
Management.
IamalsogratefultoMr.BabanBalan,Manager,Quality
InitiativesGroup,HDFCBank,forhisguidanceandsupport.Credit
alsogoestomyparents,withoutwhosemoralsupportandinspiration,
thisreportwouldhavebeenincomplete.
My sincere gratitude to Ms. Mona Mitter, Personal

Banker,KasturbaRoadbranch,HDFCforhelpingmetochoosethis
organisationforadetailedstudy.
THANKYOUONEANDALL.
Contents
Particulars PageNumber
Introduction 10
IndustryProfile 13
CompanyProfile 17
HDFCandCompetitors 21
Areaofstudy 24
ProblemStatement 29
ResearchObjective 32
ResearchMethodology 34
ResearchGap 38
AnalysisandDataInterpretation 40
Recommendations 60
Annexure 66
Glossary 71
Bibliography 73
Directionsforfurtherresearch 76
Listoftablesandcharts
Particulars PageNumber
IndianBankingStructure 15
AccountOpeningProcedure 27
ParetoChart 4146
RootCauseDiagram 47
ServiceSwitchingBehaviour 49
Table1 52
Chart1 52
Graph1 53
Table2 54
Graph2 54
Table3 55
Graph3 56
QualityFunctionDeployment 58
CHAPTER1:INTRODUCTION
Banking sector faces lot of challenges. It varies from
improving profitability, reinforcing technology, risk
management, customer orientation to meeting international
standards.Eachchallengefacesasetofstepsandprocedures.
Lotofcareneedstobetakenwhilemonitoringthem.However,
if at the initial steps, the performance deviates from the
expectedstandard,theentireprocesscangohaywire.
HDFCwantstoimplementtheconcepttheTotalQuality
Management (TQM) in the process of account openings. A
processisdefinesasasystematicseriesofactionsdirectedto
theachievementofagoal.Theprocessthereforehastobe:
1 Goaloriented
2 Systematic
3 Capable
4 Legitimate
TQMalsoinvolvesServicesProcessDesignandisdifferent
frommanufacturingprocessdesign.Theyare
1 Outputofserviceprocessesarenotwelldefined
asmanufacturedproducts.
2 Mostserviceprocessesinvolvegreaterinteraction
withcustomer.
3 Customerscannotdefinetheirneedsforservices
until
aftertheyhavesomereferenceorcomparison.
In the following pages, we will see how a primary
function of the bank like account opening, even though
perceived simple, undergoes certain procedures. If this
procedureisnotcarriedouteffectivelyinitially,itresultsin
accumulationofdelaysandbringsdowntheefficiencyofthe
bankandfinallyfailstomeetthecustomer'sexpectation.
In the pages to come, Customer Relationship
Management is leveraged to Account Opening Delays at
HDFCBanktogainaninsightintothebanksproblem.This
detailedreportrelatestheissueofaccountopeningdelaysto
thecustomersperceptionofthebank.
INDUSTRYPROFILE
TheIndianBankingIndustry,whichisgovernedbythe
Banking Regulation Act of India, 1949 can be broadly
classifiedintotwomajorcategories,nonscheduledbanksand
scheduledbanks.Scheduledbankscomprisecommercialbanks
andthecooperativebanks.Intermsofownership,commercial
bankscanbefurthergroupedintonationalizedbanks,theState
BankofIndiaanditsgroupbanks,regionalruralbanksand
private sector banks (the old/ new domestic and foreign).
These banks have over 67,000 branches spread across the
country.
Thefirstphaseoffinancialreformsresultedinthe
nationalizationof14majorbanksin1969andresultedina
shiftfromClassbankingtoMassbanking.Thisinturnresulted
inasignificantgrowthinthegeographicalcoverageofbanks.
Everybankhadtoearmarkaminimumpercentageoftheirloan
portfoliotosectorsidentifiedasprioritysectors.
Commercial banks are the oldest and fastest growing

intermediaries in India. They are also the most important
depositoriesofpublicsavingsandmostimportantdisbursersof
finance.Forafinancialsystemtomobilizeandallocatesavings
of the country successfully and positively and productively
theremustbeaclassoffinancialinstitutions.Thestructureand
workingofthebankingsystemareintegraltoacountrys
financialstabilityandeconomicgrowth.
ThefollowingchartgivesthestructureoftheIndianBanking
IndianBankingSystem
ReserveBankofIndia
ScheduledBanks NonscheduledBanks
StateCoop. Commercial CentralCoop.Banks Commercial

Banks Bank &PrimaryCredit Bank
Societies
Indian Foreign
PublicSector PrivateSectorBanks
Banks (Old&New)
StateBankofIndia OtherNationalisedBanks RegionalRuralBanks

&itssubsidiaries
Industry
Thefactorsthatinfluencethegrowthofbanksarethefollowing
1. Increaseinnationalincome.
2. Increaseinbankinghabit.
3. Expansioninbankingfacilities.
4. InflowsofdepositsfromNonResidentIndians.
EventhoughPublicSectorBankingaccountsfor78%of
totalbankingindustry,usetraditionalwaysofbanking,Private
sectorbankshavepioneeredinternetbanking,phonebanking,
ATMsandsoon..
Thebankingindustryiscurrentlydominatedbythefollowingfive
topplayers
1. HDFCBankheadedbyAdityaPuri
2. ICICIBankheadedbyK.V.Kamath(MD&CEO)
3. StateBankofIndiaheadedbyA.K.Purwar(Chairman)
4. CitibankheadedbyWalterWriston(CEO)
5. CanaraBankheadedbyMr.MBNRao(CMD)
Thefollowingpageswillgiveadetailedinsightinto
HDFCBank,itsmaincompetitorsandwhatproblemsthebank
isfacingwithrespecttoaccountopeningdelays.
CHAPTER2:PROFILEOFHDFCBANK
TheHousingDevelopmentFinanceCorporationLimited
(HDFC) was amongst the first to receive an 'in principle'
approval from theReserveBankof India(RBI)tosetupa
bankintheprivatesector,aspartoftheRBI'sliberalisationof
the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank
Limited',withitsregisteredofficeinMumbai,India.HDFC
BankcommencedoperationsasaScheduledCommercialBank
inJanuary1995.HDFCBankbeganoperationsin1995witha
simplemission:tobea"WorldclassIndianBank".
Its awards and accolades for the year 2005 include the
following
inIndia"
Best
AsiamoneyAwards
Domestic
AsiamoneyAwards Commercia "Companyof
lBank
theYear"
HongKongbasedFinance BestCash Awardfor
Manageme
Asiamagazine Corporate
ntBank
EconomicTimesAwards Excellence
India.
"BestBank 200405.
in the ss has named HDFC

leadin magazin Bank"BestBankin
The Business
g e India" for the third
TodayKPMG
Indian Busines consecutive year in
Survey published
busine s Today2005.
TheAsset magazinenamedHDFCBank"BestCashManagement
Bank"and"BestTradeFinanceBank"inIndia,in2006.
HDFC Bank named the "Most Customer Responsive Company

Banking and Financial Services in The Economic Times Avaya
GlobalConnectCustomerResponsivenessAwards2005"
HDFCBankhasbeennamedBestDomesticBankinIndiainThe
AssetTripleACountryAwards2005.
It has also received a CIIEXIM Bank Commendation Cert. for

commitmenttoTQM2000.
Currentlytheyhaveanetprofitfortheyearquarterended31 stMarch
2006ofRs.870.8Cr.
Background
HDFC was incorporated in 1977 with the primary objective of

meeting a social need that of promoting home ownership by
providinglongtermfinancetohouseholdsfortheirhousingneeds.
HDFCwaspromotedwithaninitialsharecapitalofRs.100million.
BusinessObjectives
The primary objective of HDFC is to enhance residential housing

stockinthecountrythroughtheprovisionofhousingfinanceina
systematicandprofessionalmanner,andtopromotehomeownership.
Anotherobjectiveistoincreasetheflowofresourcestothehousing
sector by integrating the housing finance sector with the overall
domesticfinancialmarkets..
OrganisationalGoals
HDFCs main goals are to a) develop close relationships with

individualhouseholds,b)maintainitspositionasthepremierhousing
finance institution in the country, c) maintain its position as the
premier housing finance institution in the country d) provide
consistently high returns to shareholders, and e) to grow through
diversificationbyleveragingofftheexistingclientbase.
VISIONSTATEMENT
TobuildaworldclassIndianbank.
MISSIONSTATEMENT
Use enabling technologies to provide value added products and
servicestocustomersatvalueformoneyprice.
SUBSIDIARIESANDASSOCIATECOMPANIES
1 HDFCBank
2 HDFCMutualFund
3 HDFCStandardLifeInsuranceCompany
4 HDFCRealty
5 HDFCChubbGeneralInsuranceCompanyLtd.
6 CreditInformationBureau(India)Limited
7 OtherCompaniesCoPromotedbyHDFC
HDFCANDITSCOMPETITORS
The immediate competitor of HDFC Bank is ICICI
Bank. ICICI Bank is India's secondlargest bank with total
assetsofaboutRs.1,676.59billion(US$38.5billion)atMarch
31, 2005 and profit after tax of Rs. 20.05 billion(US$ 461
million) for the year ended March 31, 2005 (Rs. 16.37
billion(US$ 376 million) in fiscal 2004). ICICI Bank has a
network of about 573 branches and extension counters and
over2,000ATMs.ICICIBankoffersawiderangeofbanking
products and financial services to corporate and retail
customersthroughavarietyofdeliverychannelsandthrough
its specialised subsidiaries and affiliates in the areas of
investmentbanking,lifeandnonlifeinsurance,venturecapital
and asset management. ICICI Bank set up its international
bankinggroupinfiscal2002tocatertothecrossborderneeds
ofclientsandleverageonitsdomesticbankingstrengthsto
offer products internationally. ICICI Bank currently has
subsidiaries in the United Kingdom, Canada and Russia,
branchesinSingaporeandBahrainandrepresentativeoffices
intheUnitedStates,China,UnitedArabEmirates,Bangladesh
andSouthAfrica.
ICICI Bank's equity shares are listed in India on the Bombay Stock
Exchange and the National Stock Exchange of India Limited and its
AmericanDepositaryReceipts(ADRs)arelistedontheNewYorkStock
Exchange(NYSE)
ThenextcompetitorbankisStateBankOfIndiaor
SBI.SBIisthelargestbankinIndiawithdepositsofRs
3,67,000croreasonMarch31,2005.ItdominatestheIndian
bankingsectorwithamarketshareofaround20%intermsof
total banking sector deposits. The increasing focus on
upgradingthetechnologybackboneofthebankwillenableit
to leverage its reach better, improve service levels, provide
newdeliveryplatforms,andimproveoperatingefficiencyto
counter the threat of competition effectively. Once the core
bankingsolution(CBS)isfullyimplemented,itwillcoverover
10,000 branches and ATMs of the State Bank group, and
emerge as the strongest technology enabled distribution
networkinIndia.
The increasing integration of SBI with its associate

banks(associates)andsubsidiarieswillfurtherstrengthenits
dominantpositioninthebankingsectorandpositionitasthe
countryslargestuniversalbank.
Both these banks apply TQM to the services they

provide.Alsothereareindependentaudits,suchasCustomer
Operations Performance Center (COPC) and the eServices
Capability Model (eSCM). External certifications have two
basicadvantages.First,becausetheyareobjectiveevaluations
bycredible,independentthirdpartiesthatmeasureonspecific
operational parameters, the certification process is quite
rigorousandadeptatidentifyingproblemareas.Second,they
establish credibility with clients, as the auditing bodies are
neutralandnotconnectedwiththevendorinanyway.
CHAPTER3:CRITICALISSUE
INVOLVEDINTHESTUDY
A/COpeningdelaysatvariousbranchesofthe
bank(Southregion)
OneoftheimportantfunctionsoftheBankistoaccept
depositsfromthepublicforthepurposeoflending.Infact,
depositorsarethemajorstakeholdersoftheBankingSystem.
The depositors and their interests form the key area of the
regulatoryframeworkforbankinginIndiaandthishasbeen
enshrinedintheBankingRegulationAct,1949.TheReserve
BankofIndiaisempoweredtoissuedirectives/adviceson
interestratesondepositsandotheraspectsregardingconduct
ofdepositaccountsfromtimetotime.Withliberalizationin
thefinancialsystemandderegulationofinterestrates,banks
arenowfreetoformulatedepositproductswithinthebroad
guidelinesissuedbytheRBI.
Thispolicydocumentondepositsoutlinestheguiding
principlesinrespectofformulationofvariousdepositproducts
offeredbytheBankandtermsandconditionsgoverningthe
conductoftheaccount.Thedocumentrecognisestherightsof
depositors and aims at dissemination of information with
regardtovariousaspectsofacceptanceofdepositsfromthe
members of the public, conduct and operations of various
deposits accounts, payment of interest on various deposit
accounts,closureofdepositaccounts,methodofdisposalof
deposits of deceased depositors, etc., for the benefit of
customers.Itisexpectedthatthisdocumentwillimpartgreater
transparency in dealing with the individual customers and
createawarenessamongcustomersoftheirrights.Theultimate
objective is that the customer will get services they are
rightfullyentitledtoreceivewithoutdemand.
While adopting this policy, the bank reiterates its

commitmentstoindividualcustomersoutlinedinBankers'Fair
PracticeCodeofIndianBanks'Association.Thisdocumentis
a broad framework under which the rights of common
depositorsarerecognized.Detailedoperationalinstructionson
various deposit schemes and related services will be issued
fromtimetotime.
Asweallknow,theprimaryfunctionofabankisto
acceptfundsfrompublicandhenceforth,anaccountneedsto
becreated.Anaccountopeningforacustomeriseasyasit
involvesjustfillinginaformandsubmittingitwithproperid
proofs.However,forabanktheprocessingoftheapplication
forminvolvesasetofprocedureswithcostsincurredatevery
stage.
TheRBIprescribescertainguidelines,whichthebank
hastonecessarilyfollowwhileopeninganaccount.
Thefollowingflowchartgivesthevariousproceduresinvolved
inopeninganaccountwiththeHDFCBank.
AOProcess.igx
Customer
Customer No
Sales Pitch decides to
Start walks into
made open
branch
account
Application
form given to Yes A
customer
Customer Yes Insta Account Customer Yes Insta Account

requires A/c features consents
Kit Processed
number explained to for Insta
immediately customer Acount
No No
B
Customer fills
in Account
Opening Form ID Proof Address proof Photograph
PB contacts
customer for
addnl docs
No
Yes Yes No
Existing Satisfac
Satisfactory Satisfactory
customer tory
Yes No No Yes
Customer
A able to Yes
produce
Manager Manager
Yes Yes addnl Docs
Excepti Excepti
on on
No
Valid customer
No No Customer
id provided
submits form
A Verified
Addnl byDoc
PB
Ac not opened.
MC issued to
Funds parked cust for IP
in Dummy A/c Yes funds
No
Satisfac
tory
PB contacts Customer
Clear No customer to able to No Send
Funds Form returned clear clear docs to Yes
available
to PB exception. exception CPU C
Yes
No
PB Auth
Checks
Courier Control
Application Approved
form for Yes Sheet prepared Send
completeness forms to
CPU
Forms DVU
Forms sent to Returns form to
received at Identifies C
DVU Yes branch
CPU exception
No Puts form No
M.P.BirlaIns on hold anagement Doc
satisfactory for
Form iateBharati VidyaBhavan DVU Yes
Branch seeks Yes
sent to
exception
Imaging approval No Addnl Docs No
B
Dept Reqd Yes
Atthepresalestage,thecustomerhasachoiceofgetting
anInstaAccountforanimmediateaccountnumberorcanfill
intheformforanormalone.
Oncetheformisfilledinbythecustomer,itisverified
by the PB (Personal Banker) and is sent to Chennai for
verification. The PB requires all documents relating to ID
proof, photographs and address proof. Once these are
satisfactory,thefundstoopentheaccountaredepositedina
DummyaccountandtheformissenttoChennaiforfurther
verification.
IntheFulfillstep,DVUisDataVerificationUnitthat
islocatedinChennaiforsouthregion(fornorthandwestbeing
Mumbai). Here, it is seen if the application and documents
comply with the rules of the RBI and depending on the
outcomeeithertheaccountisopenedortheformissentbank
to the branch (can even be put on hold) for additional
documentstobesentin.
The main branches wherein such issues reached an
alarmingratewerethefollowing
1 Sarjapur
2 Jaynagar
3 Indiranagar
4 MGRoad
Thefollowingpageswillcontainadetailedstudyonthebranchesand
solutionswillberecommended.
CHAPTER4:PROBLEMSTATEMENT
HDFCBank has379branchesand900ATMsin183
cities.Ithasgrownatablisteringpacesince1995,withitsnet
profitgrowingatanannualisedaveragerateof104percent.Its
retailloanshaverisenfromRs845crorein2001toRs7,325
crore in 2004. Its size is now comparable to some of the
smallerpublicsectorbankswhichdominateIndia'slandscape.
Thebankopens,onanaverageatleast2530accounts
perweekforitscustomerscomparedtoitscompetitorswho
haveanaverageofjust1525(forICICI)and1012(forSBI).
However,therecentchangesintheRBIruleswithrespectto
account opening have reduced the efficiency of the bank
therebycausingdelays.
Account opening involves various steps and hence

processingexpensesanddelaysoccurifthedocumentsdonot
suffice. The RBI does not specify the documents to be
obtained.Forensuringthis,bankshavefollowedknowyour
customer norms (KYC). It is for the individual banks to
determine list of acceptable documents. RBI has lately
mandatedthatcertaininformationpertainingtotheapplicant
(individual/corporate) need to necessarily be captured at the
timeofaccountopening.ThisiscalledtheAML/KYCform
(AMLAnti Money Laundering i.e. source or destination of
moneyisnotrevealedtothebank).
The list of documents acceptable is dependent on the
typeofaccountsbeingopened.Thebankhasacomprehensive
list of those documents which are acceptable for various
accounttypesonthebasisoftypeofentity,utilityofaccounts
andfacilitiesprovided.Theserecentchangesbroughtinbythe
RBI with respect to account opening have brought in a
problemofdelayinaccountopening.
CHAPTER5:RESEARCH
OBJECTIVE
Theprojectisundertakenwiththefollowingobjective
1. Identifyingthebranchesthatareavictimtothe
RBIsnewrules.
2. Identifying the main reasons for the delays in
accountopening.
3. Application of various statistical models to
minimizethedelays.
4. Customerexpectationsabouttheirbankthrougha
surveywiththehelpofaquestionnaire.
CHAPTER6:RESEARCH
METHODOLOGY
ThebankhasdividedthesouthregionasS1andS2with
branchesunderit.Someofthesebrancheshaveareallyhigh
rateofdelaysinaccountopening.
Themethodologyusedtoconducttheresearchforthepurpose
ofthisdissertationincludes:
1 Samplesurveyofbankcustomerstogaugeanideaon
CustomerSatisfaction
2 Explorereasonsfordelaysinaccountopening.
3 Studythedatabaseofthebanktogetaninsightintothe
workingofthebankanditspolicies.
Tomaketheaboveobservations,thefollowingtoolsofTotal
QualityManagementwereused
Paretoanalysis isabarchartthatillustratesthefrequency
recurrenceofasetofitems.ItisatechniquebasedonPareto
principleof thevitalfewandtrivialmany.Itisalsocalled
the8020rule.
RootCauseanalysisItisadiagramthatgivesthe
relationshipbetweenqualitycharacteristicanditsfactors.Itis
apictorialrepresentationandisalsocalledFishBoneDiagram
orIshikawadiagram.
QualityFunctionDeployment Itreferstothatconceptthat
integratesafirmsTQMeffortsbyunifyingthefourfunctional
strategies
1. Marketing
2. Sales
3. Productdesign
4. Operationsmanagement
Themainqualitycharacteristicischosenandthemajor
causes for the same are listed. Each cause is analysed
thoroughlytofindthemostinfluentialcauseresultinginpoor
qualityofservicedelivery.Thiswillvaryfromplacetoplace
andenvironmenttoenvironment.
SampleSurveyAquestionnairetitledSERVICEQUALITY
LEVERAGEDTOACQUIRINGNEWCUSTOMERS,RETAINING
EXISTINGCUSTOMERS AND REGAINING THE LOST
CUSTOMERS
Thequestionnaireaimsatgettingaperceptionaboutthe
servicesprovidedbythebanktothecustomersandleverageit
to the efficiency of in account opening. The respondents
includedcustomersfromHDFC,ICICI,SBI,Citibank,Canara
bank. A sample questionnaire is enclosed at the end in
Annexure.
TheZtestwasusedtofindanysignificantdifferences
betweenthesamplemeanandapopulationmean.(Thesample
sizetakenwas50.)Itindicateshowlikelyitisthatasample
with a certain mean and standard deviation came from the
populationbeingstudiedthatithasapopulationmean.
Then,aZtestisappliedtoverifythehypothesis
H0:Thereisnodifferencebetweensamplevaluesandthepopulation
values.
H1:Thereisadifferencebetweensamplevaluesandthepopulation
values.
Theconfidenceleveltakeninthisstudyis95%i.e.zis
greaterthan1.96orlessthan1.96,andthedifferenceisstatistically
significant.Thatis,itissounlikelythatthesamplecamefromthis
population(5%chanceorless)thatwerejectthenullhypothesisand
saythatthesampleisdifferentfromthepopulation.
Allthedatawasfedintoanexcelsheetandnecessary
calculationsforZweredone.Itincludedaverage,median,modeand
standarddeviation.TheinbuiltstatisticalfunctionsforaZtestwas
usedtodeterminethevaluesandconclusionsweredrawnbasedon
thesame.
RESEARCHGAP
Theresearchincludesanalyzingtheprocessofaccount
opening.Thisprocedureitselfisdividedintoseparatefunctionsand
isdistributeintwoplaces(BangaloreandChennai).Hence,thestudy
isfocusedmainlyonproblemsatBangaloreandtheproblemsfaced
inChennairemainundiscovered.
Also, the survey was used to gauge customers
perceptionsabouttheirbanks,thesizeofthesampleisnotverylarge
andhenceanypredictionsmadeonthepopulation,mayattimesbe
inaccurate.
However,despitethegaps,anefforthasbeenmadeto
throwlightontheprocessofaccountopeningandthedefectsrelated
to it. This had been leveraged to the concept of Customer
RelationshipManagement.
CHAPTER7:ANALYSISANDDATA
INTERPRETATION
Paretoanalysis
ItwasidentifiedthatcertainbranchesinS1andS2werereachinga
highAODRate(AccountOpeningDelay).Onadetailedstudyitwas
found that the following branches in S1 and S2 were the main
brancheswithhighAODs.TheParetochartsaregivenbelowrelated
toS1andS2.
South 1
25 120.00
20 100.00
15 80.00 In numbers
Values
60.00
10 40.00 Cumalative
5 20.00
0 0.00
Himayat Nagar
Nungambakkam
Sanjeeva Reddy
Secunderabad
Begumpet EC
Chanda Nagar
Mehdipatnam
Gaddianaram
Hyderabad
Jagadamba
Nacharam
Hitec City
RA Puram
Guntur
Centre
Salem
Nagar
Branches
SourceFieldInvestigation
South 2
140 120.00
120 100.00
100
80.00 In numbers
80
60 60.00
40 Cumalative
40.00
20 20.00
0 0.00
d m y d la k t ad
a C t
g ar icu
ro
t
o
E C
i o a n o
at c R P
l
a a R
iv B i
a m T C t
ond
t I r
lar
n
po
t
SS ro a a
m al W t h o r
c g
hd P B le r K A
ic e
E
R
n
n
Ba
Branches
Thestudyindepthisdividedinto4brancheswherein
delays had reached an alarming rate compared to its
competitors.
ThebranchesvisitedwerethatofSarjapur,MGRoad,
JaynagarandIndiranagar,fromwhichrelevantinformationhad
tobeextractedfromtheirdatabase.(Thedataisrangesfrom
4thFebruaryto2nd May).Majorreasonswereidentifiedand
tabulatedtogivethefollowingParetochartsforeachbranch
AtSarjapurBranch,HDFCBank.
30 120.00
25 100.00
20 80.00
in numbers
15 60.00 cumalative
10 40.00
5 20.00
0 0.00
d d s c d h d d d d d
e e r / e g e e ie e ie
t t e a d u t t f r f
la
la
i i i i
la la h v o r u r
t
o n e e e
e e O g e q
r r in r e r r v e v
s e
d p t h t r t
e
l
s r o f
o o p m o g o
r
e tu h in n
r
a a sn t
in sn
a y o l
s d
d t g
n N
f
d d o a
ig a n in t in o n
A S e ie o P u
o g F
ic
r
l h i
f r
f C P O
Au
s
n
Observation
At this branch, most of the account holders were employees of
Wipro.AbankofficialfromthisbranchsitsattheWiproofficeand
handles all queries of the account holders through e mails. On
speakingtotheofficialthere,itwasfoundthattheintroductionletter
tothebankwassignedbytheteamlead.Presently,duetochangein
thecompanypolicies,thesignatureofaseniorlevelmanagementis
required. This causes a delay in the bank procedure of account
opening.Itwasalsofoundthatthebankwasunderstaffed.
AtMGRoadBranch,HDFCBank
30 120.00
25 100.00
20 80.00
In numbers
15 60.00
Cumalative
10 40.00
5 20.00
0 0.00
Introduction
Co Info not
Signature
letter/ID
Related
Adress
related
related
Others
Name
Reqd
given
Observation
This branch has a lot of corporate accounts and the value of
transactionsisalsohuge.Duetothisitwasfoundthatmostofthe
delays were caused by no proper introduction letter or ID proof
(Refer graph). Either the company information was inadequate or
therewasasignaturemismatch.
AtJaynagarbranch,HDFCBank.
14 120.00
12 100.00
10
80.00
8 In numbers
60.00
6 Cumalative
40.00
4
2 20.00
0 0.00
Boardresolution isselfattestedCodedifers(productandLCcode)PermanentaddreqdinAMLform
Name related
Branch codenotindicated
Addressrelated(142&143)Introductionletternotgiven/ID
FD related
Signaturerelated
Observation
Thisbrancheventhoughwaswellmanaged;thewokloadseemedto
beveryheavyonallworkingdaysofthebank.Thehighestrateof
delayswascausedbysignaturemismatch.Theincreaseofworkload
seemedtobethemajorcauseofreducingtheefficiencyofthebank.
Also, the new concept of AML form seemed to cause a lot of
inconveniencetothecustomers(referGlossaryforthemeaningof
AML).
AtIndiranagarbranch,HDFCBank
30 120.00
25 100.00
20 80.00
In numbers
15 60.00
cumalative
10 40.00
5 20.00
0 0.00
s d rs d s d ) d 0 y
D 83
ed e
e
te fer e e 6 r
F
la
t t t
la
t t
fund to m
f
la la h la
g a
i
re e d e rm
t
re d o r r in o
s
nt
t
. s e e s ub /f g
e te s n d
o s n in
co
g t
ici la e si m p d a is
f e r co a o i P
su er
r d N x
d n e
in
A p
o
r
op
n
Observation
Thisbranchwasthemostunorganizedofalltheabove.Thework
loadwasveryhighandthestaffwasunabletocopeuptothework
pressure.Therewasnopropercoordinationbetweentheemployees
andcustomerskeptcomingbackwithcomplaintsthatirkedthestaff
aswellasthecustomers.
TheaboveParetochartsrepresentthereasonsforwhich
theapplicationformswererejectedwiththecontributionsof
each reason indicated in the dotted lines. The meaning of
certainbankingtermsareindicatedintheglossaryattheend.
RootCauseAnalysis
This approach was used to analyse, in detail, the reasons that
contribute to the delays in account opening. On observing the
customerdatabaseandworkingofthebanks,thefollowingFishBone
Diagramwasformed.
Employees Training
Customers
4 8
1
5
2
6 9
3 Account
7 OpeningDelays
(AOD)
10
13
11
14
12
External Management
Factors Policies
ThenumbersintheRootCauseDiagramindicatedthefollowingsub
causes.Thesesubcausesarearesultofobservationsandanalysisof
databaseatthe
SubreasonNumber Reason
1 Customersareinhurry
2 Customersareilliterate
3 Customerneedstobeeducatedonbank
needsandrequirements
4 Increaseofworkload
5 Reductioninefficiencydueto
miscommunications
6 Multitasking
7 Communicationgaps
8 Orientation
9 Fundamentalsnotclear
10 ChangeinRBIguidelines
11 Breakdownofsupportsystems
12 Otheruncontrollablefactors
13 Lengthyproceduresforjustaverification
14 Applicationformislabourioustofill
Thesubreasonsidentifiedarearesultofobservingtheprocessthe
bankfollowstoopenanaccount.Themainreasonsaretheparties
involvedinaccountopening.
ThefollowingdiagramgivesanotheraspecttoAODthatmayresult
in service switching behaviour that needs to be avoided in any
organisation.
SERVICESWITCHINGDIAGRAM
Inconvenience Responseto
ServiceFailure
Service
Switching
Behaviour
Service Competition
Encounter CoreService
Failures Failures
TheheadInconvenienceincludes
1 Locationortimeslotsallotted
2 Waitingforservice
TheheadServiceEncounterFailureincludes
1 Uncaring
2 Impolite
3 Unknowledgeable
TheheadResponsiveServiceFailureincludes
1 Negativeresponse
2 Reluctantresponse
TheheadCompetitionincludes
Foundbetterserviceelsewhere
TheheadCoreServiceFailureincludes
1 Servicemistakes
2 Processingerrors
3 Servicecatastrophe
Thesurveyconductedwillrevealifthebanksservicessufferfrom
anyoftheabovetraits.Also,itwillaimatmeasuringthelevelof
satisfactionthecustomers havewhenitcomestotransactingwith
theirbank.
Surveywithquestionnaire
The survey done with the help of questionnaire was aimed at

knowing the customers perception about their bank. The
questionnairewasfilledinbycustomersofthefollowingbanksto
facilitateacomparativestudyoftheirefficienciesandleveragingitto
accountopening.Theaimwasalsotofindouttheeffectofthesub
causes(mentionedintheRootCauseDiagram)onaccountopening
andtowhatextentitaffectedthebanksmentioned.
Thebankswere
1 HDFCBank
2 ICICIBank
3 SBI
4 Citibank
5 CanaraBank
Thehypothesisisframedasfollows
H0:Thereisnodifferencebetweensamplevaluesandthepopulation
values.
H1:Thereisadifferencebetweensamplevaluesandthepopulation
values.
ThefollowingfindingsshowthatH0isaccepted.
Thesurveydone,revealedthefollowingfindings.
Table1
Thetablewillcorrelatethetimetakenbythethreebanks(HDFC,
ICICIandSBI)toopenanaccount.Thiswillshowtheefficiencyof
thebanksandwillindicatewhichbankhasacompetitiveadvantage.
Bank Instantly Within Within More Total

name onehour one than
day two
days
HDFC 1 0 7 1 9
ICICI 3 0 2 4 9
SBI 1 1 2 3 9
Citibank 1 3 2 9
Canara 1 1 1 6 9
bank
Total 7 2 15 16 45
Chart1
Nameof Average Median Standard Zvalue
bank Deviation
2.25 1 3.20 .68
HDFC
2.25 2.5 2 .81
ICICI
2.25 1.5 2 .79
SBI
3 3 2 .50
Citibank
Canara 2.25 1 2.50 .73

Bank
Source FieldInvestigation
Graph1
Time taken by banks to open accounts
8
7
6 Instantly
5
4 Within one hour
3 Within one day
2
1 More than 2 days
0
HDFC ICICI SBI
Bank
two days. Ho dSBIbankinthe

Source
HDFCBank
Field we within one day
Investi
has the ver category. From the
gation
highest it z test done for the
reading of fac sample, all the
within one es values lie between
Interpretatio day clo +1.96to1.96,and
n
category. se hence it the null
FromtheaboveInspite of co hypothesis can be
tabulated data,this,itfaces mp
acceptedanditcan
it is seen thatproblems in etit
be said that the
most of thecertain ion
sample does not
banks openbranches wit
differ from the
accounts ofthat have h
population.
their customersbeen ICI
in more thanidentified CI
before. an
Table2:Perceivedlevelsofservicesbycustomersat
theirbanks(outof9).
Canara
Statements HDFC ICICI SBI Citibank Bank
Promptservice 6 6.16 5.83 7.83 6.11
Courteousemployees 6.87 5.83 6.167 7.5 6.17
Caringemployees 5.89 5.5 5.33 7.33 5.67
Servicesatpromisedtime 7 6.167 4.83 8.33 6.11
Visuallyappealing 6.5 6.67 4.83 6.5 5.89
Willingnesstohelp 6.7 5.67 6.167 7.67 6.22
Instillsconfidence 6.78 6.167 5.167 6.5 6.56
Feelsafewhiletransacting 8.11 6.167 7 7.67 7.64
Graph2
time
Perceived
service transacting
levels of Char
10 HDF
customers acteri
8 C
from their stics
6
4
banks
2 ICICI
0 SBI
Citiba
nk
Canara
Bank
Interpretation
WeseethatHDFCisperceivedtobethesafestbankwhileCitibank
isperceivedtobethemostpromptbank.ThisisbecauseCitibank
encouragesnet bankingandimposesafineonthecustomer if he
enters the branch for a simple query. ICICI though is a close
competitorofHDFC.However,itwasfoundinthesurveythatthe
traits of courteous employees and caring for customers were
deteriorating. SBI is not perceived to be visually appealing. Old
customersareusedtothebankswaysandaresatisfied.However,the
newcustomersexpectmorefromthebank.
6.78
5.5
6.73
7
6
Table3 SourceField
Overal Investigation
Nameofbank l
HDFC rating
ICICI ofthe
SBI bank
Citibank (outof
CanaraBank 9)
Graph3
Overall Rating of the banks
8
6.78 6.73 7
7 6
6 5.5
5
4
3
2
1
0
HDFC ICICI SBI Citibank Canara Bank
Interpretation
According to a recent survey, it was revealed that the top most

respected bank in India today is SBI after which ranks HDFC,
Citibank,ICICIBankandfinallyPunjabNationalBank.However,
when it comes to customer satisfaction in this survey, Citibank
customerswerethemostsatisfiedasNetbankingsavedthemlotof
timeandmoney.Henceithasthehighestrating.
QualityFunctionDeployment
QFDisanexcellentwayofcapturingvoiceofcustomers.It
referstobothdeterminingwhatwillsatisfythecustomerand
secondly,translatingthosecustomerdesiresintothetargetdesign.In
themanufacturingindustry,itisusedearlyintheproductionprocess
todeterminewhatwillsatisfythecustomerandalsowheretodeploy
qualityefforts.
ThetwotermsessentialhereareExpectedqualityandExciting
quality.Expectedqualityinthisresearchreferstothefactthat
customersexpecttheiraccounttobeopenedinadayortwo.Exciting
qualityreferstotraitsthatacustomerdoesnotexpectandenhances
thevalueoftheproductorprocess.
TheQFDprocessislinkedbythefollowingmatrices
TheQualityFunctionDeploymentProcess
4 1
Operating Customer
Instructions Requirement
Planning
Matrix
3 2
ProcessPlan Technical
andQuality Features
Control Deployment
Charts Matrix
In the first matrix of Customer Requirements and Planning
identificationofexpectedandexcitingqualityisdone.Inthesurvey
itwasrevealedthatcustomerswantedtheiraccountstobeopened
instantlyorhardlyinaday.Toprovideforexcitingquality,HDFC
hasofferedschemestoaccountopeningtoaddvaluetoitsservices.
Technical features deployment translates the features of the

servicetocustomerrequirements.Here,servicescanbeefficientto
reduceturnaroundtimeinaccountopeningdelays.
Technicalfeaturesdeploymentcontrolsthecriticalprocesses
withthehelpofqualitycontrolchartsandprocessplans.
Thefinalstepofoperatinginstructionsensuresthatthebankers
contributetothefirmseffortstomeettherequirementssetdownin
theprocessesandservicesparameters.
CHAPTER8:
RECOMMENDATIONS
Themaincausesofdelaysareidentifiednow.Ifthevery
initialstepoffillingintheapplicationformistakencareof,
the rate of delays will reduce. It resembles the proverb A
battlewellbegunishalfwon.
Hencethefollowingsuggestionsarerecommended
1 Separatetimeslotscanbeallottedinitiallyforaccepting
application forms, or even a separate counter can be
maintainedatthebeginningtofacilitateindividualattention.
Thisassistanceprovidedtothecustomerwillmakesurethat
theformwillbedefectfree.
2 Alldetailsregardingtheidproofcanbeexplainedto
him.Itwasfoundinthesurveythatmanyofthemforgethow
theyhavesignedintheapplicationform.Hence,acounterfoil
canbegiventothecustomerthatcontainshissignaturethathe
canrefertoinfutureifheforgetsthewayhehassigned.Also,
thebankcanexplaintheirinabilitytothecustomertoprocess
theapplicationformifhissignaturediffersfromthedocuments
presentedforidproof.Insuchcases,afreshformisfilledthat
irksthecustomertoo.
1 If the bank is not able to do the above, then when the
applicationformishandedover tothecustomer,aseparate
instructiontitledHelpusserveYoubettercanbegiventhat
containsalltherequirementsofthebankwithrespecttotypes
ofidproofsneededandotherrequirementsbasedoncustomer
type(i.e.individual,joint,companyaccountsetc.)
2 ThePersonalBankerneedstoverifythedocumentsbefore
itissenttotheheadofficeatChennai.Ifheisdoubtfulabout
theformbeingaccepted,(yetitissentChennai)hemayaskthe
customertokeepadditionaldocumentsreadyasidproofrather
thanwaittilltheformissentbacktotherespectivebranch.
3 Whenthecustomerisaskedtofillintheapplicationform,it
hastobefoundoutifheisanexistingoranewcustomer.
Existingcustomers detailsarealreadykeyedintothesystem
andhencethebankcantakeadvantageofthisandreducethe
timetakentoprocesstheaccountopening.Separateapplication
forms can be designed for existing customers and the
processingofthesecanbedivertedtoaseparatedepartmentso
thattheDataVerificationUnitandImagingdepartmentscan
concentrate on the forms of new customers. This will also
reduce the work load of the departments and increase
efficiencyandaccuracy.
1 In the survey, customers revealed that they found the
fillinginofapplicationformsalabouriousjob.Also,theywere
apprehensive about filling in the form by themselves and
preferredtofillin,inthepresenceofabankofficialtoavoid
mistakes. Hence the bank can encourage net banking or
simplify the application form to reduce the customers
apprehensions.
2 The bank needs to courier the application forms to

Chennai.Inspite,itcanfaxitorscanittotheheadoffice.If
this does not work out, the bank can think of setting up a
separatebranchinBangaloreitselfsothattheturnaroundtime
(presently4workingdays)canbereduced.Aspectsliketime
andcostcanbereducedandtherebythebanksefficiencycan
beleveraged.
3 It was found in the survey that Citibank had a very

innovativeideatoreceivefeedbackfromitscustomers.They
sendoutaperiodicquestionnairetoitscustomersandevery
filledandsubmittedformwouldreceiveanincentiveinthe
formofsmallgiftlikepens,diaries,deskcalendarsetc..HDFC
bankcanapplythesameproceduretoreducetheircostsandat
the same time get back valuable feedback. Also, it can
discouragecustomerstocometobranchforanyqueriesasit
willcostthe
banktoattendacustomerjustforasimpleissue.Customer
friendlywebsitescanbedesignedtofacilitateeasynetbanking
toallowthebanktoconcentrateonotherimportantissues.If
thisisnotfeasibleforallcustomers,thiscanbeencouraged
amongseniorcitizensandworkingofficials.
ItcanbesaidthatHDFCBankisoneofthemostpopular
banks when it comes to customer satisfaction despite its
conventionalmethodofbanking.Itlivesuptoitspunchline
Unmatchedfeatures.Worldclassservices.ItisIndiasleading
privatesectorbank.(Anestablishedbrandinitself.)
Acustomerentersintoabankwithadecisiontoopenan
accountonlyifhefeelsitissafetotransactwithitandifhe
feels that the bank will live up to his expectations. Hence,
account opening procedures can be simplified by the above
suggestionsandpointstoponderonarehighlightedintheRoot
CausediagramandtheServiceSwitchingDiagram.
Macrolevelrecommendations:
1 Providethebankemployeesfirsthandbestcorporate
practices
2 Expose the bank employees to the environment in
whichthebankcustomersusethebank'sservices
1 Constantly retrain the bank staff in the theory and
practiceofTQM
2 Showcasethecustomerquality
3 EstablishacontinuousimprovementcultureintheBank
4 Initiatevigorouslycontinuousprocessimprovementin
theBank.Theprocessimprovementcanbebroughtabout
by;
5 (a)Breakthroughthinking;
6 (b)processstabilization;and
7 (c)Incrementalimprovement.
8 Thefollowingtoolsforcontinuousimprovementinthe
qualityofserviceintheBankarequitehelpful:
1. Brainstorming
2. Processmapping
3. Causeandeffectdiagrams
4. Askingwhy(fivetimes)
5. Checksheets
6. Paretoanalysis
7. Matrixanalysis
8. Consensusbuilding
9. Pairedcomparisons/emphasisoncurveranking
10.Forcefieldanalysis
11.Teampurposeanalysis
12.Cost/benefitanalysis
13.Prioritiesgrid
14.Timecostanalysis
ANNEXURE
Asamplequestionnaireisgivenbelowthatwasusedinthesurvey.
MPBirlaInstituteofManagement
Bangalore
(AssociateBharatiyaVidyaBhavan)
IamastudentofMPBirlaInstituteofManagement,
Bangalore,pursuingmyMBAprogram.Asapartofthe
MBAcurriculum,Ihavetakenuparesearchprojecton
ServiceQualityLeveragedtoacquiringnewcustomers,
retainingexistingcustomersandregainingthelost
customers.InthisconnectionIneedsomeinformationfrom
you.Thequestionnaireis,herewith,enclosed.Kindlygive
yourresponsestothequestions.Isincerelyassureyouthat
yourresponseswillbekeptstrictlyconfidentialandshall
onlybeusedforacademicpurpose.Ishallgreatlyappreciate
yourcooperation.
MsDarshanaPatel
SERVICEQUALITYLEVERAGEDTOACQUIRINGNEW
CUSTOMERS,RETAININGEXISTINGCUSTOMERS
ANDREGAININGTHELOSTCUSTOMERS
(AresearchprojectforHDFCBank,Bangalore)
Name:
Gender:
Age:
Occupation:
NameofyourBank:
Typeofaccountheld:
1 SavingsBank
2 Currentaccount
3 TermDeposit
4 RecurringDeposit
Timetakenbyyourbanktoopenyouraccount:
1 Instantly
2 Withinonehour
3 Withinoneday
4 Morethantwodays
Howlonghaveyoubeenacustomer:
1 Lessthanayear
2 Onetotwoyears
3 Twotofiveyears
4 Morethanfiveyears
PARTI
Iwouldliketoknowyourimpressionabouthowwellyourbank
providesservicesrelativetoyourexpectations.Pleasethinkaboutthe
2levelsofexpectationsdefinedbelow:
MinimumServiceLevel:Theminimumlevelofserviceyouconsider
adequate.
DesiredServiceLevel:Thelevelofserviceperformanceyoudesire.
Foreachofthefollowingstatementspleaseindicate
(a)yourminimumservicelevelbyencirclingoneofthenumbers
inthefirstcolumn.
(b)yourdesiredservicelevelbyencirclingoneofthenumbersinthe
secondcolumn
(c)yourperceptionofservicebyencirclingoneofthenumbersinthe
thirdcolumn.
When Myminimumlevelof MyDesiredlevel MyPerception
it serviceis: ofserviceis: ofperformance
comes is:
to
1.Prompt 1 23456789 1 2 3 4 5 678 1 2345 67
serviceto 9 8 9
customers
2.Employees 1 23456789 1 2 3 4 5 678 1 2345 67
whoare 9 8 9
consistently
courteous
3.Employees 1 23456789 1 2 3 4 5 678 1 2345 67
dealwith 9 8 9
customersin
caringfashion
4.Provides 1 2 3 45 6 78 9 1 2 3 4 5 678 1 2 345 67
serviceat 9 8 9
promisedtime
5.Visually 1 23456789 1 2 3 4 5 678 1 2345 67
appealing 9 8 9
materials
associated
withservices
(eg.inbank
signs)
6.Willingness 1 2 3 45 6 78 9 1 2 3 4 5 678 1 2 345 67
tohelp 9 8 9
customers
7.Employees 1 2 3 45 6 78 9 1 2 3 4 5 678 1 2 345 67
instill 9 8 9
confidencein
customers
8.Making 1 2 3 45 6 78 9 1 2 3 4 5 678 1 2 345 67
customers 9 8 9
feelsafein
transactions
PARTII
1.Howwouldyouratetheoverallqualityofservicesprovidedbythe
bank?
(Circleonenumberbelow)
Extremelypoor Extremelygood
1 23456789
2.Listedbeloware5generalfeaturespertainingtothebankand
servicesitoffers.Iwouldliketoknowhowimportanteachofthese
featuresaretoyou.Pleaseallocateatotalof100pointsamongthe
following5features
Pleasebesurethatthepointsyougiveaddupto100
1.Theappearanceofthebanksphysicalfacilities,Fixtures,
personnelandcommunicationsmaterial__________
points
2.Thebanksabilitytoperformthepromisedservicesdependably
andaccurately__________points
3.Thebankswillingnesstohelpthecustomersandprovideprompt
services__________
points
4.Theknowledgeandcourtesyofthebanksemployeesand
theirabilitytoconveythrustandconfidence__________
points
5.Thecaring,individualizedattentionthebankprovidestoyou
__________points
TotalPointsallocated 100Points
THANKYOUFORSPARINGYOURVALUABLETIMEINGIVING
YOURRESPONSES
GLOSSARY
Thestudyincludesfewbankingterminologies.Theirmeaningsare
givenbelow
1 NoPostingFundsthatneedtobeparkedindummy
accountarenotyetdonei.e.notposted.
2 AMLAntiMoneyLaundering.Asetofprocedures,laws
or regulations designed to stop the practice of generating

incomethroughillegalactions.Inmostcasesmoneylaunderers
hidetheiractionsthroughaseriesofstepsthatmakeitlook
like money coming from illegal or unethical sources was
earnedlegitimately.
3 Panform60PermanentAccountNumberisanumber
by which the Assessing Officer can identify any person.
PresentlytheIncomeTaxDepartmentisallottingPANunder
the New Series to all assessees which consists of ten
alphanumeric characters and is issued in the form of a
laminated card. The General Index Register Number is a
number given an Assessing Officer to the assessees in the
GeneralIndexRegistermaintainedbyhimwhichalsocontains
thedesignationandtheparticularsoftheAssessingOfficer
BIBLIOGRAPHY
Thisresearchprojectiswellsupportedbyfactsfromthefollowing
journalsandwebsites
Books:
1 "Total Quality Management" by Mr. Sridhar Bhatt (7 th
Edition)
2 "BanksandFinancialInstitutions"byMr.LMBhole
,TataMcGrawHillPublications,4thEdition
3 "Total Quality Management" by Oakland John S,

Heinemannpublications,1980
4 "HowtoLeadYourBusinessBeyondTQM"byMichel
EJoyce,PitmanPublications,1995
5 "Quality Improvement through Standards" by Dale

BarrieG
and OaklandJohnS,StanleyThornesPublishersLtd.,
London2000
1 "What is Total Quality Control" by Ishikawa Kaoru

(Translated by David J Luj), Prentice Hall Publications NJ,
2004
2 "Quality, Productivity and Competitive Position" by

Deming
WalterF,MITCambridge,MassPublications,20
BusinessMagazines:
1 BusinessWorld
2 BusinessStandard
3 EconomicTimes
4 FinancialExpress
5 BusinessIndia
6 Fortune
WebsitesUsed:
1 www.google.com
2 www.hdfcbank.com
3 www.businessweek.com
DIRECTIONSFORFURTHER
RESEARCH
Basedonourresearchfindings,Igivebelowfertileareasforfuture
research:
1 EnergizingtheCustomerCarethroughTQM
2 Making World Class Performance a Reality through
TQM
3 Bench marking the Best Corporate Practices in the
ApplicationofTQMintheBankingSector
4 CascadingEffectsofTQMonthePerformanceofBanks
5 Using Banking Resources Effectively through Total
QualityManagement
6 TotalQualityControlTheJapaneseWayintheBanking
Sector
7 AppropriateToolsofTQMinBankingOperations
8 FlowChartingtheCustomerServiceOperationsthrough
TQMinBankingSector
Inourview,theaforesaidareasconstitute'greenpasture'forfuture
researchinthisvitalsegmentoftheBankingSector.Perhapstheline
ofthinking,onwhichour researchinvestigationisbased,isquite
helpful.

HDFC Project On TQM

Enviado por

Dados do documento

Título original

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

HDFC Project On TQM

Enviado por

Direitos autorais:

Formatos disponíveis

TOTALQUALITYMANAGEMENT

The most important objective of this study is to reduce the

I hereby certify that this dissertation entitled TOTAL QUALITY

I would like to take this opportunity to thank my project guide,

My sincere gratitude to Ms. Mona Mitter, Personal

Commercial banks are the oldest and fastest growing

StateCoop. Commercial CentralCoop.Banks Commercial

StateBankofIndia OtherNationalisedBanks RegionalRuralBanks

in the ss has named HDFC

HDFC Bank named the "Most Customer Responsive Company

It has also received a CIIEXIM Bank Commendation Cert. for

HDFC was incorporated in 1977 with the primary objective of

The primary objective of HDFC is to enhance residential housing

HDFCs main goals are to a) develop close relationships with

The increasing integration of SBI with its associate

Both these banks apply TQM to the services they

While adopting this policy, the bank reiterates its

Customer Yes Insta Account Customer Yes Insta Account

Account opening involves various steps and hence

The survey done with the help of questionnaire was aimed at

Bank Instantly Within Within More Total

Canara 2.25 1 2.50 .73

Time taken by banks to open accounts

two days. Ho dSBIbankinthe

Overall Rating of the banks

According to a recent survey, it was revealed that the top most

Technical features deployment translates the features of the

2 The bank needs to courier the application forms to

3 It was found in the survey that Citibank had a very

or regulations designed to stop the practice of generating

3 "Total Quality Management" by Oakland John S,

5 "Quality Improvement through Standards" by Dale

1 "What is Total Quality Control" by Ishikawa Kaoru

2 "Quality, Productivity and Competitive Position" by

Você também pode gostar