Professional Documents
Culture Documents
Submitted to:
Table of Content
ACKNOWLEDGMENT:...........................................................................................................................................8
METHODOLOGY:.....................................................................................................................................................9
EXECUTIVE SUMMARY......................................................................................................................................10
INTRODUCTION:...................................................................................................................................................12
MISSION STATEMENT:....................................................................................Error! Bookmark not defined.
VISION STATEMENT:............................................................................................................................................12
PRODUCT AND SERVICES OF MCB:...............................................................................................................13
VALUES OF MCB BANK......................................................................................................................................15
CODE OF ETHICS:.................................................................................................................................................16
LEADERSHIP OF MCB:........................................................................................................................................17
STRUCTURE/HIERARCHY OF MCB................................................................................................................19
DEVELOPMENT MEASURES:............................................................................................................................19
HUMAN RESOURCE MANAGEMENT GROUP HIERARCHY:.................................................................20
ROLE PLAY BY SENIOR MANAGERS:...........................................................................................................21
PROCESS OF CHANGE IN MCB:.......................................................................................................................21
PERFORMANCE MEASUREMENT:..................................................................................................................26
OBSTACLES OF TQM:..........................................................................................................................................27
JURAN TRIOLOGY:...............................................................................................................................................28
CUSTOMERS OF MCB:.........................................................................................................................................29
TYPES OF CUSTOMERS:.....................................................................................................................................30
SUPPLIERS OF MCB:............................................................................................................................................31
QUALITY MANAGEMENT:.................................................................................................................................31
USE OF FISHBONE DIAGRAM:.........................................................................................................................31
CONCLUSION:........................................................................................................................................................34
RECOMMENDATIONS:........................................................................................................................................35
REFERENCES:.........................................................................................................................................................36
QUESTIONNAIRE:.................................................................................................................................................37
ACKNOWLEDGMENT
Any accomplishment requires the effort of many people and there are no exceptions. The
report being submitted today is a result of collective effort.
First and foremost we are thankful to our professor who gave us the opportunity to work on this
project and learn the practical implementation of quality control in successful organizations. Our
professor who not only taught us the subject of Total Quality Management but also proved us that
by continues effort and proper research one can invent new methods not only in quality but in
every field of life. His efforts and remarkable achievements are known all over the globe “Prof
col® Manzoor Iqbal Awan.
Secondly, we thank Mr. Zubair Imran, quality Manager Quality Control who helped us in the
project. He took his precious time and briefed us about the processes and quality control system.
His cooperation regarding question answering and visit to the site was admirable.
Lastly, we would like to thank our friends who helped us out in different stages of difficulty .
Methodology:
At first, we all members decide to make a direct interview with the quality department
head and one day we went the head office of Muslim Commercial Bank situated at blue area and
meet quality manager name Mr. Zubair Imran and tell about us, than ask to give us information
about the quality but he refuse to share the information with us and said that first you should send
me the questions I will see them and if I can answer than I will call u to come and I will give you
information, than we send a questionnaire and after five days he call us and give us the answers
of the questions and we get information which was enough to complete our project.
Executive Summary
In this project, we have almost discussed each part of the MCB’s quality management with
its customers. We discussed that how MCB made it easier for their customer to use their ATM
machines and also the cards which are easily specified with the customers perceived decisions
whether they will have the transactions directly or indirectly and these ATM machines which are
almost available in every corner in the main cities and as well as the rural areas of Pakistan. Then
there is the travelers check and the gold card, which is used by the loyal customers who has the
membership of MCB. We also discussed the banks features of RTC, which they use. It includes
online banking, mobile banking and then there is the call centre which the customers of MCB can
be facilitated with. This report tells that how MCB bank uses its values to improve the quality of its
management and these are innovation, integrity, excellence and customer centricity these values are
noted and judged by the customer focus on the MCB qualities. Then our group discussed and
reached the MCB’s hierarchy or structure, which tells us how the hierarchy of MCB is created, first
there group head who leads the other first level groups, then there are the three business head north,
south and centre that are typically known as the mangers of the MCB bank. After that there is the
financial services departments who holds all the financial transactions of the MCB banking system
and last but not the least there is the branch manager who tells the first level employees what to do.
Then there is the HRM group, which has which takes responsibilities of the MCB customer care in
doing so there is a HRM hierarchy, which is the same as the normal hierarchy, but has different
perspectives. Then there is a process of cultural change in the MCB, which allows the internal
customers to experience the changes in technologies there, is also a training program for the internal
customers, which has been already discussed, the motivation of employees is there to get the output
better of the bank. Benefits for employees are available when they have entered the organization.
Compensation is given to the employees of MCB, and then there is the appraisal system where an
employee or the internal customer know there performance. So these are the things where MCB
focuses a lot due to gaining the maximum output out of these features and this could gain the banks
ranking in the minds of its competitors. There are many different kinds of customer accounts, which
MCB offers to its customers. These accounts are individual accounts, joint account, partnership
Introduction:
Muslim Commercial Bank is one of the leading banks of Pakistan with a deposit base of
about Rs. 280 billion and total assets of around Rs.300 billion. Incorporated in 1947, MCB soon
earned the reputation of a solid and conservative financial institution managed by expatriate
executives. In 1974, MCB was nationalized along with all other private sector banks. This led to
deterioration in the quality of the Bank’s loan portfolio and service quality, Then MCB became a
private bank in 1991. During the last fifteen years, the Bank has concentrated on growth through
improving service quality, investment in technology and people, utilizing its extensive branch
network, developing a large and stable deposit base and managing its non-performing loans via
improved risk management processes.
Vision Statement:
The vision of Muslim Commercial Bank is to be the leading financial services provider,
partnering with our customers for a more prosperous and secure future.
Mission Statement:
Mission of MCB is a team of committed professionals, providing innovative and efficient
financial solutions to create and nurture long-term relationships with our customers. In doing so, we
ensure that our shareholders can invest in us with confidence.
Monogram and slogan:
MCB has also changed its monogram and slogan after privatization. So the current monogram and
slogan truly reflected and expense its mission vision and philosophy.
Its current slogan is good banking getting even better. While its monogram defects 3 things
Green color of the monogram shows character of economy that is the growing ad flourishing day by
day.
Are of monogram shows Islamic style and approach.
Free shape of monogram is the symbol for safety and shelter.
Product and services of Muslim Commercial Bank:
MCB ATM- Card:
ATM card, which is providing 24-hour service MCB ATM-Card is accepted at over 5,600
ATMs nationwide. The Card enables you to access fast cash, inquire account balance, transfer funds
and pay utility and mobile bills from any of over 675 ATM in the country. The withdrawal limit and
the fee structure of the ATM card is as Unser,
Features of RTC:
1.It is easily available at all the branch of the bank.
2.In case of lost or stolen, you can get full amount back.
3.Validity of this is ten year from the day of purchase.
4.Available in denomination of 10,000.
MCB Mobile banking:
MCB provides banking at your fingertips means that you can this service on your mobile
at any time to get information regarding balance and mini statement. The bank management said
that These products will be designed to not only increase MCB’s potential customer reach but will
also serve to broaden access to financial services by reaching out to the under-banked in Pakistan.
MCB Mobile customers will not only be able to view their account balances and request mini-
statements using mobile phones, but also to make host of payments in a quick, easy and secure way.
The payments menu is offering payments of utility bills, top ups for all pre paid mobile connections,
payment of post paid mobile bills, transfer of funds from their MCB accounts to other MCB
accounts, payment of donations to PM relief fund and lots more.
MCB online banking:
MCB has largest network of over 269 online branches in the country and providing with
24*7 real time online transaction facilities. MCB mobile banking is world recognized and a very
effective service, which the bank is providing through this service a customer can does a business
or can make a payment upto billion through his mobile.
MCB call centre:
All credit card related request
Fund transfer request
Complaint registration
Credit card address change request
Values of MCB Bank:
Muslim commercial bank has a long term vision to innovate and transform in such a way
that the banking service become easier and satisfying for the bank customer. The bank not only
focus on profit but also their focus is on customer satisfaction and the relationship with them, they
believe that a good relationship with their customer will automatically leads them to profit. So for
that MCB gives high places to its values and by uses of these values they make decisions and
handle day to day affairs. These values help the bank management to take ethical and correct
decision and to establish friendly relationship with the customers. The values are,
Integrity
Innovation
Excellence
Customer Centricity
Respect
Integrity:
We are the trust worthy of public fund and serve our community with integrity. We believe
in being the best at always doing the right thing. We deliver on our responsibility and commitment
to our customer as well as our colleagues.
Innovation:
Customer Centricity:
Our customers are at the heart of everything we do. We thrive on the challenge of
understanding their needs and aspiration, both realized and unrealized. We make every effort to
exceed customer expectation through superior services and solution.
Respect:
We respect our customer values, beliefs, culture and history. We value the equality of
gender and diversity of experience and education that our employees bring with them. We create an
environment where each individual is enabling to succeed.
Code of Ethics:
Ethics is an entire body of principles and measures, which investigates the values, norms
and rules that govern the individual and social relations of the humans, from a moral viewpoint
which is essentially based on the parameters of right-and-wrong, good-and-bad, etc. Professional
ethics regulates the relations between the individual members of a profession and the relations of
these members with the rest of the society.
The fact that banks, as organizations which fulfill investment and saving functions by
playing an integrating and intermediary role between the fund-supplying and fund-demanding
parties of the society, have also adopted profitability and productivity principles, have to stick to
ethical principles during their operations in both professional and corporate domains. Muslim
commercial banks as a financial institution have following code of ethics.
Muslim commercial Bank is one of the leading names in the Banking history of Pakistan
and is still rated as one of the top banks in the country in terms of financial growth and profit. MCB
has a wide network of 1200 branches across the country where approximately 10,000 people work.
It is indeed a great challenge for the bank to manage, train and motivate it has to achieve its short
term and long-term objectives.
Time Management
To understand as to how MCB plans to develop its leadership as well as inculcate the
above-mentioned traits in its leadership, we must at first understand the hierarchy or the structure of
the Bank that will give us an in-depth knowledge of its operational effectiveness.
Structure/Hierarchy of MCB (Muslim commercial Bank)
Development Measures:
Testing e.g. to determine their strengths. This test is conducted in consultation with an external
consultant. The training and development department as well as the external consultant test the
candidate in a separate manner and then the combined score is calculated. The Omega test is
unannounced and can be taken on any day in a year those results in determining the level of
expertise of the candidates in a normal every day environment. The branch managers that
outperform the rest are recommended for promotion to the level of Regional Head especially in
those areas in which they had the highest level of knowledge and skills. Then, they are given
training to further enhance their expertise and to facilitate/prepare them for their promotion. Job
Rotation process is also used to assess the competencies. Many constraints are faced in this process
By Training and Development Department in form Unity Break Down i.e. one out of the five
employees spreads negative politics about the effort and breaks the unity of the group being trained.
Similarly, references from higher management to hire someone derail the merit process.
Human Resource Management Group (HRMG) Hierarchy:
The Human Resource Management Group of MCB is totally responsible for the overall
functions of the HR for the entire network of branches throughout the country. The group performs
all the necessary functions of from a strategic point of view and aspires to use its human potential in
the best possible way that can lead the organization towards a competitive advantage.
Role play by senior managers:
Muslim commercial bank after being a private limited focus on the improvement of the
services and product of the organization that Muslim commercial bank is offering to its customer
and has bought a change in the following areas.
1: Technological Change.
2: Training program.
3: Motivation of employees.
4: Benefits for employees.
5: Compensation system.
6: Appraisal system.
7: Structural change.
Technological change:
All the MCB branches are 100% computerized and more than 19 cities in Pakistan are
connected with online service. Two well-known advancement in technology of MCB are the
introduction of MCB mobile banking and MCB ATM 24-hours cash card.MCB mobile banking is
providing the convenience of accessing account balance information and mini statement whenever
First line employees are also known as the individual contributor in an organization, and
these first line employees are mostly neglected in training session. These employees in some
situation are in trouble to complete the work that effect the organization quality so the organization
Task:
Resolve customer complaints or answer customers' questions regarding policies and procedures.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated
complaints or disputes.
Discuss job performance problems with employees to identify causes and issues and to work on
resolving problems.
Train or instruct employees in job duties or company policies or arrange for training to be provided.
Review records or reports pertaining to activities such as production, payroll, or shipping to verify details,
monitor work activities, or evaluate performance.
Interpret and communicate work procedures and company policies to staff.
Skills:
Through training the following skills and abilities should have to create in individual so can
the individual play a role in the improvement of quality in organization. As for mostly said that first
line employees are the backbone of any organization so to organize training session for these
employees is important in organization.
Active Listening
Speaking
Critical Thinking
Judgment and Decision Making
Negotiation
Reading Comprehension
Abilities:
Oral Comprehension
Written Comprehension
Speech Recognition
Written Expression
Speech Clarity
Motivation of Employees:
MCB has decided to offer wide range of benefits for its employees to engage them. So that
they feel themselves an important part of organization. The purpose of top management was to give
Appraisal system:
Muslim commercial bank has a very regular and transparent appraisal system. The basic
requirement for the consideration to be promoted is three years period. A performance is used for
appraisal which has different ratings, According to these ratings employees are given different ranks
and starting from A to E, rank E is the worst, Employees performance position is communicated
him to writing so that he can improved. Benefit of transparent appraisal is that employee can
himself work out his performance on criteria.
Award- Reward Program:
Muslim Commercial bank has award-reward program by which the team and
individual employee get financial benefits and certificate. The programs divide as team or employee
of the month and year according to the performance of the employee and team.
Structural change:
Corporate segments include the credit of above 20 million and below comes under
consumer segments include the credit of within the range of 2 million to 20 million. Credit of 2
million and below comes under consumer segments. For one years these segments worked. Then in
the June 2000, MCB was restructured again and merged consumer segment into commercial
segment. As a result, now there are three segments, corporate commercials and priority banking.
Staffing:
After privatization, the main goal for the top was to achieve international standard of
banking with repute of preferred bank for customer, technological oriented, prestigious interior.
Customer oriented and advanced technological oriented bank.
Recruitment:
In order to introduce and inject desired changes in bank most of the recruitments were
made of external sources. For executives and higher level posts, 90% of recruitments were made
from leadings and foreign banks and the other lower levels posts were filled with professionally
Qualified candidates i.e. MBA’s M.Com’s Computer Programming individuals etc from well
Recognized National and international universities. So now, these new injections made it possible
to get access to new approach and new trends in banking.
Selection:
According to previous culture of Muslim commercial bank, there was lack of transparency
in the process of selection. In addition, the references have great role in selection. But according to
new culture, there is a very transparent and objective procedure for selection i.e. advertisement is
given in newspaper, having proper specifications for the employees needed, after test was
conducted and ultimately employees are selected on open merit basis.
Performance Measurement:
After the financial crisis in 2008 bank are taking steps for their performance measurement in
light of change in economy and market condition and new management needs. Muslim Commercial
Bank measure the performance annually, for the measurement the bank has a department named as
Annual Performance Appraisal which measures the performance of the bank, in the start of a year
the management plan and set a standard, at the end of the year (APA) measures the performance the
information for measurement is obtain by their customer by using tools.
Suggestion box
Toll free number
Social media/ face book
Comment card
Direct meeting with customer
Annual performance Appraisal a department of the bank use the information obtains from these
tools and compares the satisfaction level quality service, which the bank is providing with the
standard they have set.
Obstacles to TQM:
Total quality management is a management philosophy that seeks to integrate all
organizational functions to focus on meeting customer needs and organizational objectives. Any
organization to maintain its quality and for the satisfaction of its customer should continually
improve the quality of the product and services. The organization must understand the perception of
customer about the quality. An obstacle is an object, a thing, an action or a situation that causes an
obstruction. Obstacles can be physical, social, economic, technological or political, There are a
number of barriers that face the process of TQM implementation, and the barriers/obstacles faces by
Muslim commercial bank are,
Juran trilogy consists of three managerial processes: planning, control, and improvement.
With similar analogy for better quality results, quality trilogy consists of the same managerial
processes aimed at improving quality of products and services. They are Quality Planning, Quality
Control, and Quality Improvement.MCB is using this theory for continuous improvement of their
quality the steps are,
Planning:
In planning, the organization establish objective by which it will improve the quality this is done
through before focusing on the following steps,
Determine who your customers are.
Discover your customers’ needs.
Develop a product whose features are aligning with the customers’ needs.
Develop a process whose features are capable of producing these products along
with accompanying features.
Controlling:
Quality Improvement:
Quality improvement aims at attaining unprecedented levels of performance, which are
significantly better than the past level. For improvement there is following steps
Establish the infrastructure needed to facilitate the continuous quality improvement.
Identifies the project improvement.
For each project, establish the team that is clearly in charge with the responsibility of bringing a
Successful resolution to the project.
Customers of MCB:
The most important asset for any organization is its customers. Within the context of
quality, MCB encompasses two different groups, external customers and internal customers
External customer:
An external customer is the person or organization who receives and pays for a product, a
service, or information. For example, the external customer of MCB is the one who buys bank Credit
Card, Drive etc.
Internal customer:
An internal customer is an employee or department within an organization who receives an output
in the form of a product, service, or information from another employee or department in that same
organization.
Target customer or potential customer:
Muslim Commercial bank prefer all individual or group who want to be its customer but the
focus or the potential customer would be a person or a group having high deposit.
Types Of Customers Accounts :
Individual:
Partnership Account:
For partnership account along with the application form signature card, Other documents are
also needed such as.
Partnership deed certified copy
NIC photocopies of all partners.
Partnership mandate for account signed by all the partners.
Company Account:
For company accounts following documents are required.
Copy of certificate of incorporation.
Memorandum of Association.
List of Director’s.
Copy of board resolution.
Certificate of Commencement of Business.
Copies of NIC of Director’s.
Company’s Balance Sheet.
Customer Satisfaction:
Every organization has some long-term goal and without customer satisfaction, which is
impossible, Muslim Commercial bank claim that its customer are 90 % to 100% satisfied.
Supplier of Muslim Commercial Bank:
Supplier have direct impact of the quality of any organization but in banking sector there is
no such need of raw material than supplier can’t have an impact on the quality of MCB but the bank
has an authorized vendor which is controlled by General Service Division (GSD) .
Criteria to be MCB vendor /supplier:
The business enterprise must currently be incorporated, or registered as a company (corporation,
limited, partnership) and be able to demonstrate that it has been and is offering goods/services under
the business name.
1: Quality is meeting reasonable customer requirements and delighting them in the process.
Use of Graph:
Muslim Commercial Bank use Pareto chart to show:
When Evaluating Customer Complaints.
When trying to focus on the most significant problem or cause
When relating cause and effect, by comparing a Pareto chart classified by causes with one classified
by effects
When evaluating improvement, by comparing before and after data
The figure below shows how many customer complaints were received in each of five categories.
Conclusion:
What we conclude in this report is that the MCB’s vision and mission in the long term
perspective which would help the customers of this bank and how they try to capture the customers
mind by having those features which would improve the quality management of MCB. They would
be looking forward for having their input from such external customers who would like to be
entertained by the internal customers of MCB. They also would like to focus on their research and
development and the innovation in technologies, which would rather help them in the future so that
nothing would be much comparable, then having the most outstanding technology in each of their
departments. If the input from the external customers is positive then the internal customers can
have more ideas to generate and the output will gain MCB more profit. So these are some objectives
that are to be focused onto and this thing can improve the total quality management of this bank.
Recommendation:
Muslim commercial bank is a financial institution should provide security to their customer
confidential information and provide clear and accurate documentation. The bank should focus to
improve the quality of the service and should bring innovation. The bank should have to increase its
number of ATM service so that can increase its customer. Should involve in social work and should
gain the trust of the customer. All the policy of the bank should be clear to the customer because if
customer is unaware by any policy it may become the cause to lost the customer, the employee of the
bank should to be friendly with the customer. The bank should solve the problems of their customer
quickly and should provide helpline service. The procedure of the bank service should have to be
simple and the organization should advertise their services in TV channel in newspaper so the
customer may become aware. The bank has to display all its new services in its website.
References:
http://www.bidabad.com/doc/pls-business-cycles-en.pdf
http://www.google.com.pk/
http://www.wisegeek.com/what-are-banking-ethics.htm
http://siteresources.worldbank.org/EXTCORPPROCUREMENT/Publications/20212788/VendorEligibility.pdf
http://totalqualitymanagement101.blogspot.com/2012/05/continuous-process-improvement-and.html
http://smartinvestorsreports.blogspot.com/2012/03/barriers-to-total-quality-management.html
http://www.mcb.com.pk/
http://www.mcb.com.pk/contact_us/
http://en.wikipedia.org/wiki/MCB_Bank_Limited
http://www.zeepedia.com/read.php?deming_cycle_and_quality_trilogy_jurans_three_basic_steps_to_pro
gress_total_quality_management_tqm&b=59&c=15
http://answers.yahoo.com/question/index?qid=20070920061937AAOVGdu
http://tqmnotes.blogspot.com/
Questionnaires:
Q3: do you think your customers are satisfied with your current service quality?
Q4: Do you have a training session for your employees about quality?
Q5: What feedback tool you are using to collect from your employees?
Q7: Is your employees are free to take decision in some situation? If yes do you encourage them?
Q8: Do you have any supplier? If yes what kind of supplier you are using single or multiple?
Q9: Who are your customer and who will be your future customer?
Q10: which service you are offering you think is different from others?
Q12: Do you collect feedback from your employees and by which tool?
Q13: you are using six sigma for your quality improvement or not?