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I wish to acknowledge my indebtness and gratitude to the contributions of people

who helped me at every stage of the report.

I would very much like to express my gratitude and propounds

thanks to faculty members for their continues guidance,
invaluable suggestions and constant motivation without which it
would not have been possible for me to complete the
management thesis successfully.

I want to extend my humblest thanks to all the employees of

HDFC BANK LTD Respondents and my friends who participated in
process and supported me with their sweet co-operation and
constant motivation that helped me to complete my report

1. About HDFC…..…………………………………………..3

2. Objective…………………………………………………..9

3. Targets……………………………………………………..11

4. Strategy……………………………………………………12

5. Achievements……………………………………………...13

6. Mid Course Correction…………………………………….14

7. Learning……………………………………………………15

8. Limitation………………………………………………….16

9. Conclusion…………………………………………………17

Banks safeguard money and valuables and provide loans, credit, and payment
services, such as checking accounts, money orders, and cashier’s checks. Banks
also may offer investment and insurance products, which they were once
prohibited from selling. As a variety of models for cooperation and integration
among finance industries have emerged, some of the traditional distinctions
between banks, insurance companies, and securities firms have diminished. In
spite of these changes, banks continue to maintain and perform their primary role
—accepting deposits and lending funds from these deposits.

Goods and services. Banking is comprised of two parts: Monetary Authorities—

Central Bank, and Credit Intermediation and Related Activities. The former
includes the bank establishments of the U.S. Federal Reserve System that manage
the Nation’s money supply and international reserves, hold reserve deposits of
other domestic banks and the central banks of other countries, and issue the
currency we use. The establishments in the credit intermediation and related
services industry provide banking services to the general public. They securely
save the money of depositors, provide checking services, and lend the funds raised
from depositors to consumers and businesses for mortgages, investment loans, and
lines of credit.

Industry organization. There are several types of banks, which differ in the
number of services they provide and the clientele they serve. Although some of the
differences between these types of banks have lessened as they have begun to
expand the range of products and services they offer, there are still key
distinguishing traits. Commercial banks, which dominate this industry, offer a full
range of services for individuals, businesses, and governments. These banks come
in a wide range of sizes, from large global banks to regional and community banks.
Global banks are involved in international lending and foreign currency trading, in
addition to the more typical banking services. Regional banks have numerous
branches and automated teller machine (ATM) locations throughout a multi-state
area that provide banking services to individuals. Banks have become more
oriented toward marketing and sales. As a result, employees need to know about
all types of products and services offered by banks. Community banks are based
locally and offer more personal attention, which many individuals and small
businesses prefer. In recent years, online banks—which provide all services
entirely over the Internet—have entered the market, with some success. However,
many traditional banks have also expanded to offer online banking, and some
formerly Internet-only banks are opting to open branches.

Savings banks and savings and loan associations, sometimes called thrift
institutions, are the second largest group of depository institutions. They were first
established as community-based institutions to finance mortgages for people to
buy homes and still cater mostly to the savings and lending needs of individuals.

Credit unions are another kind of depository institution. Most credit unions are
formed by people with a common bond, such as those who work for the same
company or belong to the same labor union or church. Members pool their savings
and, when they need money, they may borrow from the credit union, often at a
lower interest rate than that demanded by other financial institutions.

Federal Reserve banks are Government agencies that perform many financial
services for the Government. Their chief responsibilities are to regulate the
banking industry and to help implement our Nation’s monetary policy so our
economy can run more efficiently by controlling the Nation’s money supply—the
total quantity of money in the country, including cash and bank deposits. For
example, during slower periods of economic activity, the Federal Reserve may
purchase government securities from commercial banks, giving them more money
to lend, thus expanding the economy. Federal Reserve banks also perform a variety
of services for other banks. For example, they may make emergency loans to
banks that are short of cash, and clear checks that are drawn and paid out by
different banks.

Interest on loans is the principal source of revenue for most banks, making their
various lending departments critical to their success. The commercial lending
department loans money to companies to start or expand their business or to
purchase inventory and capital equipment. The consumer lending department
handles student loans, credit cards, and loans for home improvements, debt
consolidation, and automobile purchases. Finally, the mortgage lending
department loans money to individuals and businesses to purchase real estate.

The money banks lend comes primarily from deposits in checking and savings
accounts, certificates of deposit, money market accounts, and other deposit
accounts that consumers and businesses set up with the bank. These deposits often
earn interest for their owners, and accounts that offer checking provide owners
with an easy method for making payments safely without using cash. Deposits in
many banks are insured by the Federal Deposit Insurance Corporation, which
guarantees that depositors will get their money back, up to a stated limit, if a bank
should fail.
Recent developments. Technology is having a major impact on the banking
industry. Direct deposit allows companies and governments to electronically
transfer payments into various accounts. Debit cards, which may also be used as
ATM cards, instantaneously deduct money from an account when the card is
swiped across a machine at a store’s cash register. Electronic banking by phone or
computer allows customers to access information such as account balances and
statement history, pay bills, and transfer money from one account to another. Some
banks also have begun offering online account aggregation, which makes available
in one place detailed and up-to date information on a customer’s accounts held at
various institutions.

Advancements in technology have also led to improvements in the ways in which

banks process information. The use of check imaging allows banks to store
photographed checks on the computer instead of paper files. Also, the availability
and growing use of credit scoring software allows lending departments to approve
loans in minutes, rather than days.

Other fundamental changes are occurring in the industry as banks diversify their
services to become more competitive. Many banks now offer their customers
financial planning and asset management services, as well as brokerage and
insurance services, often through a subsidiary or third party. Others are beginning
to provide investment banking services—usually through a subsidiary—that help
companies and governments raise money through the issuance of stocks and
bonds. As banks respond to deregulation and as competition in this sector grows,
the nature of the banking industry will continue to undergo significant change.

The Housing Development Finance Corporation Limited (HDFC) was amongst the
first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to
set up a bank in the private sector, as part of the RBI's Liberalization of the Indian
Banking Industry in 1994. The bank was incorporated in August 1994 in the name
of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995.
HDFC is India's premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its Inception in 1977, the
Corporation has maintained a consistent and healthy Growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC has developed significant expertise in retail
mortgage loans to different Market segments and also has a large corporate client
base for its housing related credit facilities. With its experience in the financial
markets, a strong Market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian

HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team
determined to accomplish the vision of becoming a world-class Indian bank.

The business philosophy is based on four core values –

 Customer Focus,
 Operational Excellence,
 Product Leadership and
 People.

They believe that the ultimate identity and success of our bank will reside in the
exceptional quality of our people and their extraordinary efforts. For this reason,
we are committed to hiring, developing, motivating and retaining the best people in
the industry

HDFC Bank's mission is to be a World-Class Indian Bank. The Objective is to

build sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and Wholesale customer segments,
and to achieve healthy growth in profitability, consistent with the bank's risk
appetite. The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate Governance and regulatory compliance. HDFC
Bank's business philosophy is based on four core values - Operational Excellence,
Customer Focus, Product Leadership and People.

HDFC Bank is first among the new generation private sector banks to get banking
license as part banking liberalizations in mid-1990s. Starting operation in 1995, the
bank played a crucial role, along with ICICI Bank, in changing Indian banking
landscape. The bank is promoted by Housing Development Finance Corporation
Limited (HDFC), India's largest home finance company with a reputation for
professionalism. HDFC has its origin in 1977.HDFC Bank enjoys a premium
position among investors, with its shares commanding the highest price-earnings
multiple among the listed large banks. On a capital base of Rs 450 crore, HDFC
Bank has notched up a deposit base of Rs 68,300 crore and advances of 46,944
crore (as on March 31, 2007) in just 12 years of operation. The bank has a network
of over 684 branches and 1695 ATMs spread over 316 cities across India.
 HDFC Bank has won the Outlook Money & NDTV Profit Best Bank award
in the private sector category.

 HDFC Bank chosen as Best retail bank in India by the Asian Banker


Products Offered by HDFC Bank.

 Saving Accounts.

Saving Account is the account in which a person saves money, in saving

account a person gets some rate of interest i.e 3.5% in HDFC Bank and
saving account are of various types they are as follows:

1. Saving Regular Account: In saving regular account a person has to

maintain a minimum balance of 2500/- and the initial payment is 5000/-

2. Saving Plus Account: In saving plus account a person has to maintain a

minimum balance of 10000/- and the initial payment is 10000/-

3. Saving Max Account: In saving max account a person has to maintain a

minimum balance of 25000/- and the initial payment is 25000/-

4. Senior Citizen Account: In senior citizen account a person has to

maintain a minimum balance of 2500/- and the initial payment is 2500/-

 Current Account.
Current Accounts are basically for businessmen. No rate of interest is there
on current accounts. Current Accounts are of various types they are as

1. Current Regular Account: In current regular account the minimum

balance which a person has to maintain is 10,000/-

2. Current Premium Account: In current premium account the minimum

balance which a person has to maintain is 25,000/-

3. Current Trade Account: In current trade account the minimum balance

which a person has to maintain is 40,000/-

4. Current Flexi Account: In current trade account the minimum balance

which a person has to maintain is 75,000/-

5. Current Plus Account: In current trade account the minimum balance

which a person has to maintain is 1, 00,000/-

6. Current Max Account: In current trade account the minimum balance

which a person has to maintain is 5, 00,000/-

7. Current Apex Account: In current trade account the minimum balance

which a person has to maintain is 10, 00,000/-

 Demat Accounts.

 Fixed Deposits.
Fixed Deposits are of two types:

1. Sweep in FD: In case of sweep in FD the FD of the person is linked with

the customer’s account. The benefit of sweep in FD is that if the

minimum balance is less than average quarterly balance than the Sweep
in FD automatically breaks and the whole amount comes into the
account, with this benefit the customer doesn’t have to pay the non
maintenance charges.

2. Sweep out FD: A sweep out FD is not there in every case there is two a/c

in which one can take sweep out FD they are Kids Advantage Account &
Saving Max Account. In sweep out FD if a person is having an kids
advantage a/c and the balance is more than 5000 i.e if the balance is 5500
than automatically 5000 will go in FD and rest amount will be there in
On the Job training assigned is to work as a senior sales officer in HDFC Bank

Senior sales officer has to sell saving, current accounts, fixed deposit, demat, hsl,
credit card, etc.

The objectives of the Executive training are:

 To avail an opportunity to apply the concepts learnt in classroom


 To learn about the strengths and weaknesses in the corporate


 To enhance career prospects by the use of the platform provided by the

executive training.

 To develop the qualities required for a corporate executive.

 To accomplish the desired targets through professionalism.

 To enhance knowledge & gain practical experience.

 To get rewards & appraisals by achieving targets on time.

 To develop the qualities required for the manager.

 To gain a direct exposure to execution and support functions of the


 To overcome the obstacles faced during the achievements of the assigned


By the use of above mentioned objectives in the company of my internship

i.e. HDFC Bank Ltd, till now I have tried to apply the theoretical concepts
and fundamentals to the practical situations and have learnt how do they
differ from each other. The concepts have also helped me in many of the
dealings with the customers and have thus paved a better way to work.

Moreover, the practical environment has made me aware about the strengths
and weaknesses of the corporate culture. This practical learning has helped
me to deal with the customer directly and solve most of the queries of the
customers. And thus I am in a position to handle my customers more
effectively and efficiently by providing them a better service.

Further, the learning acquired by me during internship will help me increase

career prospects by providing me with a better knowledge of corporate
culture and will make me able enough to manage the customers efficiently.
This will also help me to cope up with the stress during work and pressure
of corporate environment.

The main qualities required for an executive or a manager is leadership,

initiative nature, managerial skills, focused approach, dedication,
commitment towards work inquisitiveness, positive attitude, discipline and
decisive nature. All these qualities are being experienced and learnt by me
during this executive training as and when I get an opportunity to get
exposed to corporate culture, professionalism, and by putting theoretical
concepts learnt in the classroom for development of managerial skills.

Executive training gives direct exposure to execution and support functions

of the department with organizational culture, team dynamics, result
orientation, organizational pressure and complexities etc.

The main objective of the executive training is to achieve the assigned targets
through utmost dedication, professionalism and use of theoretical concepts learnt
by me in the class room. The targets assigned to me by my Summer Internship
Company i.e. HDFC Bank Ltd. is to sell 24 Saving /Current Accounts in total SIP,
8 Accounts per month & 2 Accounts per week.

My Summer Internship started on 24th of March. The first 2 weeks i.e. from 24th
march till 31st of March, I went under product training of HDFC Bank Ltd 1st
April onwards I started my field work and started selling saving / current
Accounts. No leads were given to us we have to directly approach to the
customers, through which a direct interaction was there.
Executive training helps the student intern to perform according to the target
assigned, which if achieved on a higher side result in a pre placement offer from
the company. This often enhances portfolio of the student as well as adds value to
his career.


The various strategies adopted by me to sell Saving and thus achieve my targets
were taken from the theoretical concepts embedded in the books of ICFAI
publications. The strategies are as follows:

 Strategy 1: Strategy which I have adopted to achieve the targets.

Firstly I collected the contact numbers & name of customers which
comes under my region. After collecting the contact numbers I send
the message to give them awareness regarding the product. We got
calls out of these customers which were interested to get more
information about the product. This strategy really helped me to
achieve my targets.

 Strategy 2: I used the policy to stand in front of ATM machines and

attend the existing customers to know their satisfaction from HDFC
Bank and to know their more requirements & then I personally meet
them to get more references. This strategy also helped me to achieve
my targets.

 Strategy 3: Cold calling is another strategy which is adopted by me. In

this strategy I meet unknown customers in the market to know about
their perceptions about the product & to know through real
conversations about what they really want. Then we match our
product with the customer’s needs and preferences.

 Strategy 4: Tele calling is another strategy adopted by me. In this

strategy I firstly call customers tells about the products offered by
bank if anyone is interested than fix ups an appointment. This strategy
also helped me to achieve my targets.




2nd WEEK 2 Saving Accounts worth Rs 10000 & 2
Fixed Deposit worth Rs 20000
3rd WEEK 1 Saving Account worth Rs 5000 with 1
Gold Card
4th WEEK 1 Saving Account worth Rs 5000 & 1
Demat Account
5th WEEK 1 Fixed Deposit worth Rs 10000

6th WEEK 1 Senior Citizen Account worth Rs 2500

+ 1 Fixed Deposit worth Rs 5000 & 1
Saving Account worth Rs 5000 + 1
Gold Card worth Rs 566
7th WEEK 1 Saving Account + 1 Demat Account
worth Rs 5000 & 1 Saving Account
worth Rs 5000 + 1 Gold Card worth Rs
8th WEEK 1 Senior Citizen Saving Account worth
Rs 2500 + 1 Fixed Deposit worth Rs
10000,1 Saving Account worth Rs 5600
& 1 Fixed Deposit worth Rs 8000.
9th WEEK 2 Saving Accounts worth Rs 11200.

10th WEEK 1 Saving Account worth Rs 5200 & 1

Fixed Deposit worth Rs 5000.

11th WEEK 1 Saving Max Account worth Rs 25000

+ 1 Fixed Deposit worth Rs 1,00,000, 1
Kids Advantage Account + 1 Fixed
Deposit worth Rs 10000, 1 Saving
Account worth Rs 5200 + 1 Gold Card
worth Rs 566.
12th WEEK 1 Saving Account + 1 Fixed Deposit
worth Rs 10000, 1 Saving Account + 1
Demat worth Rs 5000, 1 Saving
Account + 1 Demat worth Rs 5200.
13th WEEK 1 Saving Account + 1 Gold Card worth
Rs 5000, 1 Saving Account + 1 Gold
Card worth Rs 5000, Fixed Deposit
worth Rs 81000
14th WEEK

The main learning is time management i.e. between office work, college work and
other important things

The next learning is that one has to be calm when somebody is not listening to u
and when your boss is upset even when you are right at your point which means
one has to be patient

Eustress is very important which means positive stress. Actually it motivates

people. Without Eustress people would have taken things for granted.

Taking responsibilities is learning along with the exposure that one is getting by
moving into the market and interacting with the people.

The corporate world is highly competitive and people want to succeed at any cost.

Customer relationship management is very necessary retaining a customer is rather

more difficult than making a new one. To retain the existing customer it is very
important to make good relations with them

From my last 7 weeks experience I learnt most important thing is that always do
your home work before meet with the customers. If you do not have proper
knowledge then you cannot grab the customers. Invest some time to know as much
as you can about your competitors, your prospects, your product, your company.

The main constraints faced by me in the achievement of the targets assigned by the
company are as follows:

 The level of cut throat competition faced by the company from its
competitors is intense. It results in high attrition rate of the customers. And
thus resulting in a high rate of retention.

 Area is restricted.
The executive training is proving to be an opportunity to have a practical
knowledge of the Banking industry. It provides us a path for our career prospects
in terms of the knowledge, experience, managerial skills, positive attitude etc. It
has given a chance to get exposure to the corporate environment.

 SIP is about the practical knowledge in the corporate world.

 To know about the culture of an organization and Working environment.
 To open a saving account with higher amount is not very easy job.
 It is tough to convince the people.
 In HDFC they require initial amount of Rs 5000/- to open a saving account

mostly people are not ready to pay this amount in advance because they
want zero balance account.