Escolar Documentos
Profissional Documentos
Cultura Documentos
ON
At
Submitted to
Offered By
Ahmedabad
Prepared By:
Davda Nirali
MBA(semester 3)
1
STUDENT’S DECLARATION
I hereby declare that the summer internship project report titled “ study on
financial Performance in (State Bank of India ) is a result of my own work and my
indebtedness to other work publications, references , if any, have been duly
acknowledged. If i am found guilty of coping from any other report or published
information and showing as my original work, or extending plagiarism limit, I
understand that I shall be liable and punishable by the university, which my include
“fail” in examination or any other punishment that university may decide .
2
3
4
5
6
ACKNOWLEDGMENT
No serious and lasting achievements of success, one can ever achieve without
the help of friendly guidance and co-operation of people involved in it.
The success of any project is never limited to the individual undertaking the
project. It is co-operative effort of the people around an individual the spell success.
For all effort, behind this successful project I am highly, intended to the following
personality without which this project would never completed. I find no word to
express my gratitude towards those who were constantly involved with us through our
work.
First and for most, I thankful to Mr. Jay Goswami assistant Prof. who guide
and assist me during entire project preparation.
I am really thankful to other employees of the bank for their kind co-operation
and support in my project.
Finally I want to thank parents and friends who guided and helped me in my
entire project.
Signature :
7
PREFACE
This training was undertaken during the period of 4thjune 2018 to 9thjuly 2018
for the 3rd semester of MBA programme, during the academic year 2017-18 I have
undergone training at SBI PORT OKHA, I have tried my level best in contraction of
the report.
8
TABLE OF CONTENT
3. Major Players 13
4. Bank Overview : 14
4.1 Introduction
4.2 Profile of Bank
4.3 Vision, Mission
4.4 Organization Chart
4.5 The Executive Committee
4.6 Product at Bank
5. HR Department : 23
5.1 HR Policy and Programmers
5.2 Recruitment
6. Marketing Department : 26
6.1 Introduction
6.2 Marketing 7 P’S
7. Financial Department : 32
7.1 Introduction
7.2 Financial Planning
7.3 Cash Management
9
8. Review of Literature 36
9. Introduction to Topic 39
10. Research Methodology : 40
10
LIST OF TABLE
11
12
1. EXECUTIVE SUMMARY
As it is rightly said that finance is the life blood of every business so every
business need funds for smooth running of its activity and bank is one of the
source through which the business get funds , before financing the bank
perform the project and if the projects meet the requirement of the bank rules
then only they will finance.
This project has been undertake at state bank of India ,Okha branch which is
one of the largest bank in india having vast domestic network. SBI deals with
all financial activity which involves all types of deposits, advance including
project financing mutual fund etc.
13
2. INDUSTRY OVERVIEW
The history of banking in each country runs in lines with the development of
trade and industry, and with the level of political confidence and stability. The ancient
Romans developed an advanced banking system to serve their vast trade network,
which extended throughout Europe, Asia and Africa.
Modern banking began in Venice. The word bank comes from the Italian word
“ban co”, meaning bench, because moneylenders worked on benches in market
places. The bank of Venice was established in 1171 to help the government raise
finance for a war.
At the same time, in England merchant started to ask goldsmiths to hold gold
and silver in their safes in return for a fee. Receipts given to the Merchant were
sometimes used to buy or sell, with the metal itself staying under lock and key. The
goldsmith realized that they could lend out some of the gold and silver that they had
and charge interest, as not all of the merchants would ask for the gold and silver back
at the same time. Eventually, instead of charging the merchants, the goldsmiths paid
them to deposit their gold and silver.
The bank of England was formed in 1694 to borrow money from the public for
the government to finance the war of Augsburg against France. By 1709, goldsmith
were using bank of England notes of their own receipts.
New technology transformed the banking industry in the 1900’s round the
world, banks merged into larger and fewer groups and expanded into other country.
14
2.2 Banking Structure In India
Banks fulfills the role of a financial intermediary. This means that it acts as a
vehicle for moving finance from those who have surplus money to (however
temporarily) those who have deficit. In everyday branch terms the banks channel
funds from depositors whose accounts are in credit to borrowers who are in debit.
Without the intermediary of the banks both their depositors and their
borrowers would have to contact each other directly. This can and does happen of
course. This is what has lead to the very foundation of financial institution like banks.
Before few decades there existed some influential people who used to land
money. But a substantially high rate of interest was charged which made borrowing of
money out of the reach of the majority of the people so there arose a need for a
financial intermediate.
The Bank have developed their roles to such an extent that a direct contact
between the depositors and borrowers in now known as disintermediation.
Banking industry has always revolved around the traditional function of taking
deposits, money transfer and making advances. Those three are closely related to each
other, the objective being to lend money, which is the profitable activity of the three.
Taking deposits generates funds for lending and money transfer services are necessary
for the attention of deposits. The Bank have introduced progressively more
sophisticated versions of these services and have diversified introduction in
numerable areas of activity not directly relating to thtraditionaltrinity
15
2.3 Indian Banking System
Central co-op
State co-op Commercial Banks Commercial Banks
Banks and Primary
Banks
Cr. Societies
Indian Foreign
Public Sector
Private Sector Banks HDFC,
Banks
ICICI etc.
16
2.4 Indian Banking Industry Analysis
The banking scenario in India has been changing at fast pace from being just
the borrowers and lenders traditionally, the focus has shifted to more differentiated
and customized product/service provider from regulation to liberalization in the year
1991, from planned economy to market.
After independence in 1947 and proclamation in 1950 the country set about
drawing its road map for the future public ownership of banks was seen inevitable and
SBI was created in 1955 to spearhead the expansion of banking into rural India and
speed up the process of magnetization.
Slowly the unions grew in strength, while bank management stagnated. The
casualty was to the customer service declined, complaints increased and bank
management was unable to item the rot.
The problem faced by the banking industry soon surfaced in their balance
sheets. But the prevailing accounting practices unable banks to dodge the issue.
The rules of the game under which banks operated changed in 1993. Norms or
income Recognition, Assets classification and loan loss provisioning were put in place
17
and capital adequacy ratio become mandatory. The cumulative impact of all these
changes has been on the concept of state ownership in banks. It is increasingly
becoming clear that the state ownership in bank is no longer sustainable.
The amendment of banking regulation act in 1993 saw the entry of new
private sector banks and foreign banks.
18
2.5 Status Wise Bifurcation Of Banks
Scheduled Banks
Non Scheduled Banks
Scheduled Banks
In first schedule, government of India notifies the Primary Banks, which are
licensed and whose demand and time liability are not less than 50 crores in 1987.
Government of India notify the Primary banks, which are licensed and whose
demand and time liability are not less than 100crores can only qualify to be included
in the second schedule since 1993.
The demerits of becoming a scheduled co-operative bank is that the bank will not
get 0.5% subsidy from RBI
The conferment of scheduled status on the banks has certain advantages like
refinance facility, directly industrial finance from Reserve Bank of India. Avail of
19
Reserve Bank of India Remittance facility scheme, accept deposits from local bodies,
quasi-government organization, religious, and charitable institutions, guarantees and
cheques issued by Banks are accepted by Government Departments. At the same time,
it casts greater responsibility on the banks in the maintenance of books of accounts
and submissions of returns.
Non-Scheduled Banks
20
2.6 TypesOf Bank
21
NATIONALISED BANKS
22
NEW PRIVATE BANKS
FOREIGN BANKS
Foreign Bank means multi-countries bank. In case of India Foreign Banks are such
Banks. Which open its branch office in India and their head office is outside of India.
23
3. MAJOR PLAYERS
ICICI bank
HDFC bank
Axis bank
Citi bank
IDBI bank
24
4. BANK OVERVIEW
4.1 Introduction
The origin of the State Bank of India goes back to the first decade of the
nineteenth century with the establishment of the Bank of Calcutta in Calcutta on 2
June 1806. Three years later the bank received its charter and was re-designed as the
Bank of Bengal (2 January 1809). A unique institution, it was the first joint-stock
bank of British India sponsored by the Government of Bengal. The Bank of Bombay
(15 April 1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal.
These three banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.
25
Establishment
The establishment of the Bank of Bengal marked the advent of limited liability, joint-
stock banking in India. So was the associated innovation in banking, viz. the decision
to allow the Bank of Bengal to issue notes, which would be accepted for payment of
public revenues within a restricted geographical area. This right of note issue was
very valuable not only for the Bank of Bengal but also its two siblings, the Banks of
Bombay and Madras. It meant an accretion to the capital of the banks, a capital on
which the proprietors did not have to pay any interest. The concept of deposit banking
was also an innovation because the practice of accepting money for safekeeping (and
in some cases, even investment on behalf of the clients) by the indigenous bankers
had not spread as a general habit in most parts of India. But, for a long time, and
especially up to the time that the three presidency banks had a right of note issue,
bank notes and government balances made up the bulk of the invertible resources of
the banks.
The three banks were governed by royal charters, which were revised from
time to time. Each charter provided for a share capital, four-fifth of which were
privately subscribed and the rest owned by the provincial government. The members
of the board of directors, which managed the affairs of each bank, were mostly
proprietary directors representing the large European managing agency houses in
India. The rest were government nominees, invariably civil servants, one of whom
was elected as the president of the board.
26
Business
The business of the banks was initially confined to discounting of bills of exchange or
other negotiable private securities, keeping cash accounts and receiving deposits and
issuing and circulating cash notes. Loans were restricted to Rs.one lakh and the period
of accommodation confined to three months only. The security for such loans was
public securities, commonly called Company's Paper, bullion, treasure, plate, jewels,
or goods 'not of a perishable nature' and no interest could be charged beyond a rate of
twelve per cent. Loans against goods like opium, indigo, salt woollens, cotton, cotton
piece goods, mule twist and silk goods were also granted but such finance by way of
cash credits gained momentum only from the third decade of the nineteenth century.
All commodities, including tea, sugar and jute, which began to be financed later, were
either pledged or hypothecated to the bank. Demand promissory notes were signed by
the borrower in favour of the guarantor, which was in turn endorsed to the bank.
Lending against shares of the banks or on the mortgage of houses, land or other real
property was, however, forbidden.
Indians were the principal borrowers against deposit of Company's paper, while the
business of discounts on private as well as salary bills was almost the exclusive
monopoly of individuals Europeans and their partnership firms. But the main function
of the three banks, as far as the government was concerned, was to help the latter raise
loans from time to time and also provide a degree of stability to the prices of
government securities.
27
4.2 Profile of SBI Bank
Locker Facility No
28
29
4.3Vision
My SBI
My customer first
My SBI : First in satisfaction
Mission
30
4.4 Organization Chart of SBI Branch
Branch Manager
31
4.5 The Executive Committee
32
4.6 Different Product At SBI
33
34
5. HUMAN RESOURCE DEPARTMENT
As a SBI bank is one of the leading public bank in the public sector, through its
performance is very good but then also such policies for human resources then not be
make by their own. It has to follow the rules of policies given by the government and
RBI so in the matter of the personnel policies SBI Bank is restricted to some level.
Then also bank have adopted a policy of recruiting only CA and MBA for their
management level for better management. So, by this way where they get chance they
are making or improving personnel policies at SBI bank.
In the SBI bank there is a very educated staff as it is concerned with the human
resource planning. Recently they has adopted policy of selection only C.A. and
M.B.A. for their human resource has as far as concerned with the human resource
planning. There is no long term planning but at a time or requirement of staff they
used to recruit staff either out side or from with in the firm through transfer or
promotion.
35
5.2 Recruitment
Among the function of human resource manager, one man function is to produce best
people for their organization, means search of prospective employees to suit the job
recruitment. A firm has to pass through well and good recruitment process for having
best human resource this recruitment can be possible through many resources. A firm
can recruit proper candidate mainly through two success recruitment sources these are
as under.
Recruitment Sources
36
37
6. MARKETING DEPARTMENT
6.1 Introduction
38
6.2 7 P’s of marketing of SBI bank
Product mix
Pricing mix
Place
Promotion mix
People
Process
Physical evidence
Product mix
Deposits
Investment
Anywhere
Loans
DEMAT services
Mobile banking
Pricing mix
39
The pricing decision and the decisions related to interest and fee or
commission charged by banks are found instrumental and motivating
and influencing the target market
The IBA and RBI are concerned with regulations. The rate of interest
is regulator by the RBI and other charges and controlled by IBA.
Place :
The place part of the marketing mix is where the customer receives the product and
services .place and case of services determine where is the product going to located.
SBI has 17,000 branches in India, as on December 2013, of which 9851 where in rural
and semi urban areas. An had 190 overseas offices extend over 34 countries the
selection of a appropriate place for the establishment of a branch is important with the
view point of making place accessible. Researchers find the following reasons why
SBI select a specific place as a branch ?
Promotion Mix
Advertising
Print Media
Publicity
Sales promotion
Personal selling
40
People :
Process :
Service process is the way in which a service is delivered to the end customer. A
process is the particular operation and method of a series of actions, typically
involving multiple steps that often need to take place in the define sequence .process
is something related to :
Flow of activity
Standardization
Customization
Number of steps
Simplicity
Customer involvement
41
Physical Evidence
Physical Evidence
It includes :
42
43
7. FINANCIAL DEPARTMENT
7.1 Introduction
44
7.2 Financial planning
Planning is very necessary for the smooth running the business can not be
carried on without planning. Financial planning means deciding in advance the
financial activities to be carried on to organization. So, the basic purpose of financial
planning is to make sure that adequate funds are raised at minimum cost and they are
used widely. A proper planning of the business on one hand to allow a fair return to
their contribution on the other.
In SBI bank, the financial planning has been done through proper
management in various areas like liquidity planning, investment planning,
profit planning, cash management etc.
45
7.3 Cash Management
Cash is the medium of exchange which allows management to carry on the various
activity of the business on day to day basis. And management of cash is one of the
most important answer of overall working capital management due to the fare this
cash is the most liquid type of current asset.
The basic objective of cash management of are too reduce the operating cash
balance requirement to maintain possible extent without affecting routine transaction.
For the management of cash flow statement is the most important tool cash low
statement provided information about the cash ratio and payment of a firm for again
period. It provides important information that compliment the profit and loss account
and balance sheet.
46
8. REVIEW OF LITERATURE
Anuradha (2001 ) stated that "the need for the change of Indian banks and the forces
behind the change like globalization, liberalization, international trade, 11 revolution
etc., The study also highlights various consequences that are to be faced by the Indian
banks if they remain unchanged".
47
N. JanardhanaRao (2002) said, "The new ordinance SARFESI Act 2002 covers
three unrelated issues securitization, reconstruction, and perfection of security
interests. It would be better if these issues would be addressed specifically and
independently. There is no doubt that the ordinance is to run the banking system in
India, covering the bad debts is just the beginning. However much remains to be
done".
S.N. Bidani said (2002) "Banks should try to list out specific cause which are
responsible for increasing NPA's and evolve strategies and account specific action
plan for their removal. Such an approach would not only help them in bringing down
the existing NPAs but also check slippage of performing accounts in to this category".
Aditya Pun (2003) said, "Technology has enabled banks to target customers, and
provide customized products and services to match their individual requirements. The
winners will be those banks that make optimum utilization of available technology to
innovate, offer customized products and services, and make the most of the resources
at their disposal".
K. Eswar (2003) said, "As our market evolve, so customer requirements change, and
hence the positioning strategy needs to be modified. Positioning is not a one-time
effort. It is a constant pursuit".
PramodGuptha(2003) said, "Both public and private banks are spending large
amounts of money on technology to provide innovative products and services to their
customers with more convenience and satisfaction. Technology is reducing the cost of
transaction and helping to increase customer base and enable wider reach".
Abhiman Das and SaibalGhosh's (2004) study conducted "to know the performance
of bank CEOs in the era of corporate governance, tried to identify the adaptability
characteristics of CEOs in terms of technology. The study also states that CEOs of
poorly performing banks are likely to face higher turnover than CEOs of well
performing ones".
48
T.UmaMaheshwariRao and L Hymavathi {2005)stated the importance of internet
usage for banking worldwide and its relevance in Indian scenario To compete the
present banking business the banks were transforming themselves and conducting
their business electronically. This transformation leads to normal banking to
electronic banking, enabled customers to transact online, while saving on various
factors. Normal Banking activities still prevails in developing countries like India.
Bhatia (2007), found that the amount of NPAs has been seen on a continues increase
and had reached an alarming 6 per cent in 2006 which was much higher than 4 per
cent benchmark of financial indicators. Guillen and Tschoegi (2008)^^^, Traditional
banks accepted the change in their functioning in order to be more receptive to the
worldwide market demand for new financial product in new competitive market
49
9.INTRODUCTION TO TOPIC
The performance of the bank can be measured by it’s financial results i.e. by it size of
earning riskiness and profitability are two measures factors which jointly determined
value of the concern. Financial decision which increase risk will decrease the value of
the bank and on the other hand , financial decision which increase the profitability
will increase value of the bank. Risk and profitability are two essential ingredients of
a business concern.
There has been a considerable debt about the ultimate objective of the bank
performance , whether it is profit maximization or wealth maximization. It is observed
that while considering the bank performance, the profit and wealth maximization are
linked and effective by one another.
50
51
10. RESEARCH METHODOLOGY
In day to day life human beings has to face many problem viz. Social,
economic, financial problems. These problem in life call for acceptable and effective
solutions and for this purpose, research is required and a methodology applied for the
solution can be found out.
The purpose of the our project work was to study the factor affecting
influencing of investment decision in SBI.
52
10.1 Ration For Study
On the other hand, free cash flow is a criterion for measuring value of bank
and the performance and incites to the cash level an company has at its disposal after
making necessary expenses for maintaining or developing assets. Without having
cash, development of new product, payment of cash holding should be kept at a
certain level to create balance between the cost of holding cash and the cost of
insufficient cash.
53
10.2 Statement OfProblem
Financial performance analysis is very much needed for finding out the
efficiency of rising and utilization of fund in the bank by establishing strategic
relationship between the components of balance sheet and profit and loss statement
and other operation data for better decision making and to maximize the profitability
of the bank.
54
10.3Significance Of The Problem
55
10.4 Research Objective
56
10.5 Scope Of The Study
The study covers almost the entire area of financial operations covered by
“STATE BANK OF INDIA”. The study has been conducted with the help of data
obtained from audited financial records. The audited financial records are the bank
annual report pertaining to past 5 year from 2013-14 to 2017-18 and the audited
financial records are obtained from the bank annual report. The researcher tries to
measure the performance of bank and its working capital management in terms of
financial wealth.
57
10.6 Research Design
A research design is only the framework or plan for a stydy, which is used as a
guide to collect and analyze data. In the context of this report on the project I have
used the descriptive research design.
The purpose of our project work was to study the facor affecting recovery
management at SBI. We used following type of research methods:
1. Exploratory Research
2. Descriptive Research
1. Primary Data :
primary data is information obtained by the researcher first
time but and it is personally developed to overcome the limitation of
secondary.
2. Secondary Data :
Secondary data is the data used that is combined by the someone
else other than the researcher. It is not personally developed v by the
researcher. It is already available for further processing secondary
data further classified in two parts
Research has been done by secondary data has been collection
and secondary data has been collected from bank and interest.
58
10.7 Limitations of the Study
There is no activity that can be completed without any limitations. The main
limitations faced during the preparation of this project report on “financial
performance of SBI Bank” is as follow:
Time available for the completion of the project is very short, hence much
information could not be undertaken .
The information collected through secondary data some of the information
might be wrong.
The calculation and computation are based on valuable information given by
the bank.
the analysis and conclusion made is as per my limited understanding for this
concerned subject.
59
11. Financial Statement
Ratio analysis is a widely used tool of financial analysis. The term ratio refers to the
relationship expressed in mathematical terms between two individual figures of group
of figures connected with each other some logical manner and are selected from
financial statement of the concern. The ratio analysis is based on the fact that a single
accounting figure by itself may not communicate any meaningful information but
when expressed as a relative to some other figure, or may definitely provide some
significant information the relationship between two or more accounting figure/group
is called a financial ratio helps to express the relationship between two accounting
figures in a such way that users can draw conclusion about the performance, strength
and weakness of a firm.
Credit deposit ratio of how much a bank lends out of the deposits it has
mobilized. It indicates how much of banks core funds are being used for
landing, he main banking activity. A higher ratio indicates more reliance on
deposits for landing and vice versa
60
credit deposit ratio
84
82
80
78
76
74 credit deposit ratio
72
70
68
66
2014-15 2015-16 2016-17 2017-18
Interpretation:
From 2014-15 to 2015-16 credit deposit ratio of SBI bank was constantly increase and
from 2016-17 to 2017-18 that ratio was decreasing constant.
61
2. Assets turnover Ratio
Assets turnover ratio measures the value of a bank sales or revenue generated
relative to the value of the assets .the asset turnover ratio often be used as an
indicator of the efficiency which a bank is deploying its assets in generating
revenue.
Interpretation :
In the year 2014-15 and 2015-16 asset turnover ratio was same but then in year 2016-
17 ratio decreased and that has been constant at 2017-18
62
3. Net profit margin Ratio
Net profit margin is the percentage of revenue remaining after all operating
expenses , interest , taxes and preferred stock dividends (but not common
stock dividend) have been deducted from a banks total revenue.
Interpretation
In the year 2014-15 and 2015-16 net profit margin ratio was going with
positive way decreased but in the year at 2016-17 and 2017-18 decreased with
negative margin.
63
4. Income ratio
30
25
20
15 income ratio
Column1
10
0
2014-15 2015-16 2016-17 2017-18
Interpretation :
In the SBI bank from 2014-15 to 2017-18 income ratio was constantly
increased and that showing good progress of that bank.
64
5. Proprietary Ratio
The proprietary ratio (also known as the equity ratio) is the proportion of
shareholder’s equity to total assets, and as such provides a rough estimate of
the amount of capitalization currently used to support a business.
proprietary Ratio
0.07
0.06
0.05
0.04
proprietary Ratio
0.03
0.02
0.01
0
2014-15 2015-16 2016-17 2017-18
Interpretation :
In the SBI bank in 2014-15 proprietary ratio is good then this year that was
increasing and for some year that maintain that ratio.
65
11.2 COMMON SIZE INCOME STATEMENT
(inCrores)
Here this statement showing that income figure was increasing year after year. And
operating expenses were decreasing by 1.03% .so that showing good progress of that
bank.
66
COMMON SIZE INCOME STATEMENT
(incrores)
Interpretation :
Here this statement showing that income was increasing year after year but
with that operating expense was also increasing that’s showing poor progress
of that bank. So that’s why this bank should try to control their expenses.
67
COMMON SIZE INCOME STATEMENT
(incrores)
In this year SBI bank’s income was increasing but their expenses were increasing
that’s why that’s showing poor result of that bank that’s why they should try to reduce
this expense
68
11.3 COMMON SIZE BALANCE SHEET
(2014-15 to 2015-16)
(incrores)
(2015-16 to 2016-17)
(incrores)
This balance sheet showing that cash & balance sheet with RBI reduced by 5.40 to
4.67 and balance with bank money at call increased by 1.47 to 3.26 that both are
showing poor result of this bank.
70
COMMON SIZ BALANCE SHEET
(2016-17 to 2017-18)
(incrores)
Interpretation :
This balance sheet also showing poor result as above result of this bank. Both
condition are showing their separately poor result that’s more affected bank at
wrong way progress.
71
72
12.FINDING
But their bank income ratio was increasing year after year.
Since 2015-16 credit deposit ratio was decreasing constant till 2017-18.
SBI bank non operating expenses were increasing alternate four years.
Cash at balance with RBI comparatively decreased from last three years.
73
74
13. SUGGESTION
The banks should motivate and impart right knowledge about banking to their
staff.
The bank’s net profit last four years has been decreasing. The bank must
increase the net profit in future. The bank must steps to increase profit level.
Non operating expense of the bank is high so the management should take
necessary steps to reduce the non operating expenses. The management should
take steps to reduce the depreciation and other provision and contingencies.
Operating expenses also increasing year after year. The management should
take necessary steps to reduce the operating expenses.
75
76
14. CONCLUSION
I also have found that , there is a very good commitment in the entire staff member.
After having all the required for preparing my report, I have tried to analysis each and
every function of the bank. During my report all the staff member of the bank had
well co-operated me.
I have tried to cover each& every information of the bank and after having
clear idea about everything in the bank, and with advance technologies and educated
staff to trying to positioning in the banking market. So at last I concluded that the
Statebank is being leader in the market and due to great leadership of chairman of
the bank, is getting great goodwill in the market and also great goodwill of the other
member helps to the bank in creating good image in the field of the bank.
77
78
15. BIBLIOGRAPHY
http://www.sbi.co.in/
References :
79
7. . Pramod Gupta (2003), "Indian Banks-Going Innovative "October,
Professional Banker, ICFAI, Hyderabad, p 35
80