Gift University

I N THE NAME OF
OF ALLAH , THE MOST
MOST M ERCIFUL
ERCIFUL , THE MOST
MOST BENEFI CIAL.

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I NTERNSHI P REPO
REPORT
RT PROJECT
PROJECT ON

M USLI
USLI M COM
COM M ERC
ERCI AL BANK

SUBM I TTED TO:

TO:

SI R NAVEE
NAVEEDD AHM ED M UGHAL
UGHAL

SUBM I TTED BY:

NOSH
NOSH ABA AH SAN

13224003

DEPART
DEPARTMM ENT OF COM
COM M ERCE
ERCE

GIF T UNI VERS

VERSI TY GUJRANW
GUJRANWALA
ALA

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I NTERNSHI P REPO
REPORT
RT PROJECT
PROJECT ON

M USLI
USLI M COM
COM M ERC
ERCI AL BANK

SUBM I TTED TO:

TO:

SI R NAVEE
NAVEEDD AHM ED M UGHAL
UGHAL

SUBM I TTED BY:

NOSH
NOSH ABA AH SAN

13224003

DEPART
DEPARTMM ENT OF COM
COM M ERCE
ERCE

GIF T UNI VERS

VERSI TY GUJRANW
GUJRANWALA
ALA

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 ACKNOWLEDGMENT

By the grace of ALLAH and with the assistance of whole staff of the MCB branch I make this
internship a great learning for me. So I would like to acknowledge all those people who help me
throughout the internship phase. Also to my parents who always help me in different aspects.

I feel highly indebted and grateful and consider it my duty to pay my thanks to:

ALLAH ALMIGHTY:   for the guidance, strength and courage originating from Him, in
accomplishment of this job.

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DEDICATION

This report and all my work and efforts to accomplish

This report is dedicated to my beloved

Parents and affectionate teachers who have encouraged and supported

Me in the field of study, and every other field

Of life and my best friend who has helped me a lot.

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PREFACE

ALLAH says in the Holy Quran, "Man finds nothing but for what he struggles".

Man is always mistaken. The only thing that a man can do is struggle. Actions are in the hand of
a man but the results are always in the hands of ALLAH Almighty.

Being a student of B.COM Hons, it was a struggle demanding deed to prepare internship report
on MCB. I have made efforts and struggles to my extent but the results; let's see what comes
from it.

Considering the significance of service sector, I decided to select the organization which is
related to it i-e MCB (The Muslim Commercial Bank) which plays a major role in the
development of the country.

Everyone knows the role of banking in services industry. So I finalized The MCB Bank as my
concerned organization as it performs a large number of services in the whole country. This was
my 1st practical experience ever.

As I started the work of internship, I thought about how to start but now as I am writing these
words by the grace of ALLAH.

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Acknowledgment ………. .…………………………………. 4

Dedication ……………………………………………………5

Preface ………………………………………………………6

Introduction To Report ………………………………………10

Introduction To MCB …………………………………………11

MCB Tower ……………………………………………………13

Highlights Of Tower ……………………………………………14

Mission ………………………………………………………….32

Vision ………………………………………………………….… 32

Core Values………………………………………………………33

OVERVIEW OF THE ORGANIZATION

History ………………………………………………………….12

Nature of the organization ……………………………………15 -16

Business volume …………………………………………………17

Number of employees ……………………………………………17

Product lines ……………………………………………………18-31

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hirechery ……………………………………………………34

ORGANIZATION STRUCTURE

Main offices………………………………………………35

Organization structure …………………………………..36

Financial analysis …………………………………………37 -41

Marketing strategy ………………………………………43-46

Major competitor …………………………………………47

HR and policies ……………………………………………48 -49

Future prospectus …………………………………………50

OVERVIEW OF THE DEPERTMENT

Number of employees ……………………………………52-54

Function and operations …………………………………55-56

SWOT analysis……………………………………………57 -60

Critical analysis ……………………………………………61-63

RESPONSIBILITIES AS A INTERNEE

Purpose Of Internship ………………………………………64

Reason Of Choice ………………………………………………64

Personal Objectives …………………………………………66-67

Reporting Duties …………………………………………………65

Problems Identification ……………………………………………70

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Recommendations ……………………………………………71 -72

Conclusion ………………………………………………………73

Refrences ………………………………………………………74

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I NTRODUCTI ON T O REPORT
The report is about to provide an overview of The Muslim Commercial Bank and its business in
Pakistan. It describes the history of The Muslim Commercial Bank and defines the different
segments of the bank like Products and functions of the bank. This report describes the working
of different departments at MCB Bank like operation, credits, account opening, remittance,
clearing, cash and foreign trade. It also gives the brief description of financial position of MCB
Bank as compared to other banks. The main reason of bank‟s existence is to accept the deposits
of people who have surplus money and lend it to those who need it for their business.

This report also provides the opportunity to get information about some of its products. Its vast
network is providing excellent products to its customers.

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I NTRODUCTI ON OF M CB BANK

MCB Bank Limited, with more than 60 years of experience as one of the leading banks in
Pakistan, was incorporated on July 9 in 1947. The bank has journeyed remarkable tenure of more
than half a century of competitively edged and well positioned heights of success by deploying
quality banking, heads on technological developments, professionally leading management and
 prudent and ethical work methodologies. MCB was nationalized along with other private banks
in 1974 as part of Government of Pakistan's economic reform movement and was later privatized
to Nishat Group lead consortium in 1991.

Since privatization, MCB's growth has been phenomenal. Today, MCB in one of the largest
foreign banks in Sri Lanka, the first bank in Pakistan to launch Global Depository Receipts
(GDR) in 2006, has strategic foreign partnership with May bank of Malaysia which holds 20%
shares in MCB through its wholly owned subsidiary May bank International Trust (Labuan)
Berhad since 2008, has international indirect regional presence in Dubai (UAE), Bahrain,
Azerbaijan, Hong Kong and Sri Lanka and serving through a domestic network of over 1,150
 branches and over 690 ATMs across Pakistan with a customer base of 4.96 million (apprx.)

MCB is reputed as one of the most sounds financial institution and as one of the leading banks in
Pakistan with a deposit base of PKR.545 billion (apprx.) and total assets of PKR 766 billion
(apprx.). The bank is versed as one of the oldest and most responsible banks in Pakistan and has
 played pivotal role in representing the country on global platforms while being one of the few
institutions that are recognised and traded in the international market.

The bank has also been acknowledged though prestigious recognition and awards by
Euromoney, MMT, Asia Money, SAFA (SAARC), The Asset and The Asian Banker.

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H I STORY OF M CB BANK
MCB bank limited was incorporated by the Adam jee group on July 9,1947under the Indian
companies act (vii) as a limited company. The bank was established with a view to provide
 banking facilities to the business community of the south Asia. The bank was nationalized in
1974 during the government of Zulifqar Ali Bhutto. This was the first bank was privatize in
1991and the bank was purchase by a consortium of Pakistani corporate group led by Nishat
group. As of June 2008 the Nishat group owns a majority stake in the bank. The president of the
 bank is M.U.A Usmani. Mian Muhammad Mansha is the chairman of the group and also MCB
 bank and has played instrumental rule in its success.

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THE MUSLIM COMMERCIAL BANK

TOWER

A Vision of the Future

The modern, urbane architecture and intelligent
design of MCB Tower reflect MCB‟s pioneering
role in the banking arena, providing cutting
edge, innovative banking solution- leading with
an edge of technology.

Setting Ever-Higher Standards

Towering at 116 meters, with 29 levels and 3
 basements, MCB tower is the tallest building in
Pakistan. It is a sound representation of MCB‟s
leadership position in the banking sector,
testified by four “best bank in Pakistan” Euro
money Awards in five years.

Strong Foundation
MCB tower is a manifestation of MCB‟s strong
foundation with over 50 years of banking
excellence and represents our commitment to
always stay a step ahead.

Understanding At all levels

From individual customers to corporate and
commercial clients, MCB‟s flexible solutions
reach out to a diversified audience -reflected in
all levels of MCB tower

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H I GH L I GH T OF TOWER

Specialized secant piling works to protect

adjacent buildings during construction of
the 3 basement levels & foundation.

One of the most integrated safety and

security features with 24 x 7 surveillance
system including smart card access to
 prevent unauthorized entry at any level.

From furniture design to signages, MCB

tower has been designed with exquisite
attention to detail.

The bank produces its own power by 1.2 MW gas turbine backed-up by
two separate diesel generating sets. The heat recovery system insured that
the heat produced thus is used to operate the chillers for the central air
conditioning system thereby achieving an unprecedented level of power /
energy consumption.

State of the art Fire / Smoke detection Alarm and sprinklised suppression
system backed-up by a central fire fighting system. Rooftop garden and
gymnasium with unparalleled views of the city skyline

6 high speed Elevators with a unique call system which identifies, allocates
and assigns each passenger to a particular elevator to optimize their wait
and travel time.

Double insulated glazing to reduce heat loss by upto 30 % and reduce noise
level significantly. The glass used is specially tempered to increase strength
5 times, eliminating the risk of damage.

Construction of the helipad for helicopter access and egress in case of fire.

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Nature of the Organization

MCB Bank Limited is a banking company incorporated in Pakistan and is engaged in

commercial banking and related services. It is basically a financial institution. The Bank‟s
ordinary shares are listed on all the stock exchanges in Pakistan whereas it‟s Global Depository
Receipts (GDRs) representing two ordinary shares are traded on the International Order Book
(IOB) system of the London Stock Exchange.MCB Bank Limited is a Pakistan-based company.
The Bank operates in four business segments:

• Corporate finance

• Trading and sales

• Retail and consumer banking

• Commercial banking

Corporate Finance

Corporate finance includes underwriting, securitization, investment banking, syndications;

initial public offerings (IPO) related activities (excluding investments) and secondary

 private placements.

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Trading & Sales

Trading & sales segment includes fixed income, equity, foreign exchange commodities,

lending‟s to financial institutions and brokerage debt.

Retail & Consumer Banking

Retail & consumer banking includes retail lending and deposits, banking services, private

lending and deposits, banking services and retail offered to its retail customers and small and

medium enterprises.

Commercial Banking

Commercial banking segment includes project finance, export finance, trade finance, leasing,
lending, guarantees and bills of exchange relating to its corporate customers. MCB is one of the
leading banks of Pakistan. Its deposit base of Rs. 368 Billion and total assets over Rs.500 Billion.
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.
The Bank has a customer base of approximately 4 million, a nationwide distribution network of
over 1,000 branches and over 450 ATMs in the market 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.

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Business Volume

Rupees In Millions
Year 2013 2012 2011
Total Assets 765,899 653,233 567,553
Deposits 545,061 491,189 431,372
Advances 239,583 227,580 254,552
Investments 402,069 316,652 213,061
Share holders equity 88,157 78,915 69,180
Before-tax profit 32,054 31,483 26,253
After tax profit 20,941 19,425 16,873
Earnings per share 11.49 23.08 20.18
Number of branches 1,187 1,173 1,132
Number of employees 10,612 10,090 9,583

Number of Employees
2013 2012 2011

Number of Permanent Employees 10,612 10,090 9,583

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Product Lines

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Current Account

MCB Bank offers a variety of current accounts to cater the everyday transactional needs of
various customers. These accounts ensure ease and freedom to bank from any of the 1100+
 branches across the country. The different accounts include: the Basic Banking Account that has
no minimum balance requirement; Business Account offering free online transactions,

Demand Drafts, Pay Orders and lots more to meet the day-to-day business requirements; Current
Life Account that offers the security of life insurance free of cost; and for all others, the
conventional Current Account.

Savings Account

MCB Bank offers a wide array of savings products that suit short-term growth and transactional
needs. Our savings accounts offer attractive profit rates as well as flexibility to transact. Savings
Xtra is targeted for customers having Rs. 5 million + deposit and 365 Gold offers profit rates on
daily balances with no minimum balance requirements. In addition, two unique products,

i.e. Smart Savings and Savings Maximizer, are special saving accounts run solely via debit cards
and other remote banking channels, offering a very competitive rate to both high and low-end
savers.

Khushali Bachat Account

Khushali Bachat Account, a Rupee savings account is one of MCB Bank‟s most
 popular products. Due to the low initial deposit, the account can be opened by
 people from all walks of life and still avail the facility of daily product profit
calculation.

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Term Deposit

MCB Term Deposits offer attractive short to mid-term investment options with flexibility,
convenience and security. With various tenor options available, customers can choose one that
suits their needs. This is combined with different profit pay-out options and the added facility of
 being able to avail credit facility against their deposits.

MCB Online Banking

MCB has a fast growing network of 1100+ online branches in the country providing customers
real-time online transaction facilities.

MCB MNET

MNET is an electronic inter-bank connectivity platform for online transactions on ATM and
other remote banking channels. It offers other value added services that include a portfolio of e-
 banking and payment system products as well as management and day-to-day operations of the
same. Members include 10 local and foreign financial institutions enjoying ATM sharing and

value added services.

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MCB Cash Management

Cash Management provides a wide range of value-added services to large corporations through
its vast network of online branches. Our structured and customized products enable our
customers to realize their sales proceeds swiftly from all over the country, supported by real-time
MIS. Cash Management also provides payment solutions through MCB network, dividend pay-
outs, custodian banking and utility companies‟ bills processing.

MCB Channel Financing

MCB Channel financing provides working capital facilities to dealers and vendors of selected
companies under a structured product programme. This product enables our customer‟s dealers
to leverage themselves and increase their business capacity with their respective business
 partners.

MCB Local Correspondent Banking

Transaction Banking Department at MCB provides Local Rupee Drawing Arrangement, a

 product for small banks and financial institutions to use our vast branch network platform to
make payments in areas where their own branch network does not exist, thus extending their
reach nationwide.

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MCB Home Remittance

MCB Home Remittances offers unmatched services for overseas Pakistanis to send money home
FAST and FREE at no cost across Pakistan through MCB‟s large network of over 1100
 branches. Money can be sent FREE & INSTANT through our international send agents like
MoneyGram, Xpress Money and many others. We also offer facility to Overseas Pakistanis to

open accounts in their home country through our “Motherland account”. This  is designed to
allow transferring of funds to your family & loved ones through your own personal account back
home.

MCB Corporate Financing

MCB Corporate Financing provides access to diversified financing options, including working
capital loans, term loans, trade finance services and investment banking.

MCB Project & Structured Finance

MCB Project & Structured Finance involves financing complex projects, usually in an SPV
structure, where the loan is tightly structured around the cash flows, risks are allocated amongst
various stakeholders, and there is limited or no recourse to the sponsors.

MCB Syndicated Loans and Debt Capital Markets

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MCB Syndicated Loans and Debt Capital Markets involves arrangement, underwriting and
 placement services for significant financing requirements by large corporate and institutional
clients to other financial institutions or through the debt capital markets.

MCB Quasi Equity/Hybrid Instruments

MCB Quasi Equity/Hybrid Instruments structure and place a category of debt that has some
characteristics of equity such as being unsecured, subordinated
s ubordinated or with a potential equity upside.

MCB Equity Capital Raising

MCB Equity Capital Raising relates to raising capital for our clients by offering common or
 preferred equity to public or private investors, through initial public offers, offers for sale, rights
issues and private equity placements.

MCB Advisory Services

Financial and Capital Raising Advisory provides our clients with financial advisory services,
commercial structuring support and access to capital resources to help companies successfully
finance their business/project.

MCB Islamic Banking

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MCB-Islamic Banking Group provides Shariah-compliant products and services both on the
liability and asset sides to various customers of all demographic segments to cater a wide range
of Working Capital, CapitalExpenditures, Trade Business and Consumer requirements. In
addition to existing Shariah-compliant IB products, Islamic Banking Group also provides
customized solutions to its valued customers for execution of complex financial transactions.
Furthermore, Islamic Banking Group also provides Shariah advisory services in structuring of
various syndicated transactions for its valued customers. To facilitate its valued clients, MCB
Islamic Banking has also increased outreach of its dedicated Islamic Banking branches to the
tune of 27 in 14 cities across the country.

MCB Agri Products

MCB is committed to the farming community to support their national objectives of self-
sufficiency and food security to the people of Pakistan. Dedicated and specialized staff,
supervised by the Agri Credit Division, is posted in lending branches to cater for strong business
relationships and facilitation. The bank‟s extensive branch network in all the provinces

and diversified product range extends our reach of agri credit facilities to encompass both crop
and non-crop sectors.

MCB Trade Products

Trade Products provides a wide range of standard as well as tailor-made products and solutions
to trade customers from all walks of life. Despite having inventory of standard market products
in refined shape, specific new-to-market products include: “Quick -LC”, which is an internal
design of desktop application allowing customers to type-in and print out LC application form.

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The “XFlex” solution facilitates external export business  for customers in cases where
transportation of documents is not available at the counters of MCB‟s discounting/financing
 branch on the date of extending financing. “MCB-TRIMS” facilitates the financing of inland
trade through the involvement of MCB at both ends thereby allowing an exporter to get
receivables discounted, i.e. the exporter receives payment in a giventime (in 48 hours) after
 performing obligations.

MCB Privilege

A first from a local bank, MCB Privilege through its dedicated, worldclass Privilege Centres
offer a higher level of personalized services, more rewarding in-branch experience and a wide
array of deposit and investment products that are tailored to meet the financial expectations of
our affluent clientele. As members of MCB Privilege, customers experience unparalleled

advantages that put them ahead of others. MCB‟s dedicated Privilege Centres await to welcome
you in Karachi, Lahore, Islamabad, Faisalabad, Sialkot, Rawalpindi and Multan with plans.

MCB Salary Club

A payroll solution designed to make life easy; it simplifies all the monthly payroll related
 banking needs of employers and opens the door to a world of special offers for employees.

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Salary Club provides the convenience of having an extensive range of financial services
available to employees at their place of work.

MCB Investment Services

Investment Services operate with the aim to help you make the most of your wealth with
investment opportunities that match your unique financial aspirations. MCB Investment Services
offers distribution of mutual funds managed by the leading fund managers of Pakistan. We can
suggest the products most suited for your needs, or work with you to create a personalized
solution completely focused on your expectations of the capital markets.

MCB Visa Credit Card

MCB offers a complete suite of Classic, Gold and Platinum Visa Credit Cards focusing on
 providing superior services, travel privileges and shopping pleasures. It also offers
comprehensive insurance and installment plans, reward points and SMS alerts that give a
different feel to the world of credit cards. These unique features include i-revolve, which makes
variable mark-up rates available to customers allowing them to repa y at affordable rates.

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MCB Car4U

MCB Car4U not only gets you a car of your own choice but is also affordable with competitive
mark-up, flexible conditions, easy processing and above all, no hidden costs.

MCB Instant Finance

With MCB Instant Finance, get a loan instantly at any MCB branch against liquid collateral at
competitive pricing.

MCB Visa Debit Card

MCB Visa debit Card is Pakistan‟s first chip-based debit card. With global acceptance at over
1.5 million merchants worldwide, the MCB Visa Debit Card allows the customers to enjoy
unmatched convenience, enhanced security and round-the-clock accessibility to their funds. The
MCB Visa Debit Card also offers innovative promotional schemes designed to reward our
customers every time they use the card at a Point of Sale (POS) for shopping, dining, fuel,
travelling, etc.

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MCB Rupee Travellers Cheque

MCB Rupee Travellers Cheque is the best and safest alternate way of carrying cash. It can be
used by travellers, businessmen or by the general public in meeting their day-to-day cash
requirements while they travel. It is a safe and secure way to make payments because it gives the
 purchaser security that even if the cheque is lost it can be refunded. Unlikely other modes of
funds/remittance transfer, which can only be drawn at a particular branch and can be encashed
only at that branch, MCB Rupee Travellers Cheque can be encashed at any of our branches .

MCB ATMs

MCB has one of the nation‟s largest ATM networks with 682+ ATMs covering 182 cities across
the country and still growing. MCB ATMs give you a 24- hour convenience of cash withdrawal,
mini-statement, utility bill payments, mobile top-ups, funds transfer services and much more.

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MCB Mobile ATM

Through our MCB Mobile ATM we allow for convenient world-class banking services. Our
innovative MCB mobile ATM van ensures that we offer our services wherever you are, be it
concerts, fairs or any other occasion/ special event.

MCB Lockers

MCB Lockers are the best protection for your valuables. Lockers of different capacities are
available nationwide.

MCB Gold Plus  – The Mobile Enabled Visa Debit

MCB Gold Plus is Pakistan‟s 1st chip based, mobile enabled Visa debit card.  Within the first six
months of its launch, over 100,000 customers enjoyed the benefits of higher ATM and spending
limits on a global network of millions of ATMs and merchants along with our award winning
MCB Mobile service.

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MCB Full-Day Banking

Enjoy the convenience of extended banking hours from 9am to 5pm,

including Saturdays at MCB Full-Day Banking branches across the country.

MCB Bancassurance

Combining the best of banking and insurance solutions, MCB Bancassurance has created a one-
stop shop for all your financial and insurance needs. Whether you want to save for your child‟s
education or marriage, for the security of dignity after retirement or gaining maximum return on
savings, MCB Bancassurance has a plan for you. You can also buy instant insurance coverage
through your mobile without any medical assessment.

MCB Call Centre

The simplest way to bank is with the new enhanced 24/7 MCB Call Centre, which blends
innovation and convenience to provide banking services that go beyond expectations. MCB Call
Centre enables you to manage your VISA Credit and ATM/Debit Cards, confirm account
 balances and view last 6 transactions, pay utility/mobile phone and MCB Visa Credit Card bills,
topup your mobile, transfer money within MCB network accounts and register complaints. Most

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importantly it provides you with our very own banking consultant to discuss your financial needs
and requirements. Simply call at 111-000-622 and we‟ll do the rest.

MCB Mobile

MCB Mobile is a quick, easy and secure way to recharge mobile phones, transfer money, pay
 bills and do much more. Visit the nearest MCB ATM or call 111 -000-622 to register and login to
www.mcbmobile.com using your mobile phone to start transacting.

MCB Virtual Banking

MCB Virtual Banking Service is a convenient way to access your account(s) 24/7. It is secure,
free of cost and lets you do your banking whenever and wherever it suits you. This service
allows you to transfer funds, pay utility/ mobile bills, set up standing order instruction, download
account statement

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MISSION

We are 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 with confidence in us.

VISION

To be the leading financial services provider, partnering with our customers for a more
 prosperous and secure future.

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OUR CORE VA L UE S

INTEGRITY
We are the trustees of public funds and serve our community with
integrity. We believe in being the best at always doing the right thing. We
deliver on our responsibilities and commitments to our customers as well
as our colleagues.

INNOVATION
We encourage and reward people who challenge the status quo and think
 beyond the boundaries of the conventional. Our teams work together for
the smooth and efficient implementation of ideas and initiatives.

EXCELLENCE
We take personal responsibility for our role as leaders in the pursuit o
excellence. We are a performance driven, result oriented organization
where merit is the only criterion for reward.

CUSTOMER CENTRICITY
Our customers are at the heart of everything we do. We thrive on the
challenge of understanding their needs and aspirations, both realized and
unrealized. We make every effort to exceed customer expectations through
superior services and solutions.

RESPECT
We respect our customers‟ 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 enabled to succeed.

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HIERARCHY

Board of Directors

 Mr. Mian Mohammad Mansh chairman

 Mr. S.M Muneer Vice Chairman
 Mr. Tariq Rafi Director
 Mr. Shahzad Saleem Director
 Mr. Sarmad Amin Director
 Mr. Mian Raza Mansha Director
 Mr. Aftab Ahmad Khan Director
 Mr. Mian Umer Mansha Director
 Mr. Dato‟Seri Ismail Shahudin Director
 Mr. Datuk Abdul Farid Bin Alias Director
 Mr. Ahmad Alman Aslam Director
 Mr. Muhammad Ali Zeb Director
 Mr. Imran Maqbool President & CEO

Auditors:

 Mr. Tariq Rafi Chairman

 Mr. Aftab Ahmad Khan Member
 Mr. Dato‟Seri Ismail Shahudin Member
 Mr. Ahmad Alman Aslam Me

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Organizational Structure

Main offices

Registered Office

MCB Building, F-6/G-6, Jinnah Avenue, Islamabad.

Principal Office

MCB 15 Main Gulberg, Lahore.

UAN: (042) 111-000-111

PABX: (042) 36041998-9

Website: www.mcb.com.pk

Email: info@mcb.com

Shares Registrar

M/s. THK Associates (Pvt.) Ltd., State Life Building No.3,

Dr. Ziauddin Ahmed Road, Karachi

MCB House, Jail Road, Lahore

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ORGANI ZAT I ON STRUCTURE

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Cur rent F in ancial Records of M CB

CORPARATIVE INCOME STATEMENTS FROM 2011-2013

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CASH F L OW STAT EM EN TS F ROM 2011-2013

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ST 
BAL ANCE SH EET 31   D ECEM EBE R (2011-2013)

ASSETS

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LIABILITIES

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M ar keting Str ategies in M CB

Segmentation Strategy

Marketing consist of buyers, and buyers differs in one or more ways. Customers are different in
their need, wants, resources, locations, buying, attitude and buying practices. MCB is also using
segmentation strategy by dividing the whole market into segments and search the right customer
for their right product. Banks do segment demographically and geographically. In demographical
segmentation, banks differentiate customers by their age, gender, education and in geographical
segmentation, customers are separate by their area. Through segmentation banks divide large
heterogeneous markets into smaller segments that can be reached more effectively with products
and services.

MCB segments its customers. For example, if the customer is near to retire, MCB offers the
MCB Retire Easy Plan for the persons who are retiring from their jobs.

Target Marketing Strategy

Target marketing means after segmentation of the area, now you have to target your customers.
You have to find out the right customer for the right product. Develop measures for segment
attractiveness, select target market.

MCB targets all types of customers in the country. Suppose MCB has branch in the market area
where all shop are around the bank so MCB‟s target is all shopkeeper and for their better
 business allow them to open an current account ,single account, joint account ,business account.
MCB allows the customer to open account which is suitable for him/her.

Product Planning, Development & Management

Product planning and development means develop a product according to your customer‟s needs,
wants and demands and give features what the customer wants. Every product is made by the

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head office of the MCB. Promotional activities update the features and benefits about the product
and this is settled by marketing department of the MCB. First bank typically generate many ideas
in order to find out a few good ones. Major sources of idea include customer wants and demands.
When the idea generation is done then bank do idea screening.

Product Management

As you can understand by the name, product management means manage the product. Bank has
to manage its products whether they are entertaining the customer or not. If not, then MCB
should update their features to entertain the

customers. MCB provides better products to its customers, maintains the products and also
includes new features to the product if needed.

Positioning

Positioning is a process of fit the picture of your products, brands and organization image in the
customer‟s mind. MCB has strong image in its customer ‟s mind by its strong products,  wide
range of network in the Pakistan and across the country. MCB also do advertise through
newspapers, broachers, television, billboards, hoarding and personal dealings. Positioning is how
you want to show yourself in front of customers. MCB do advertise and try to positioning to the
customer ‟s mind and also aware the customers about the product.

Pricing Strategy

Price is the amount of money which is charged for a product or service or the sum of the value
the consumers exchange for the benefits of having or using the product or service. Price has been
the major factor affecting the buyer/consumer choice. This is also another method to help bank ‟s
overall performance. Before setting price the employee must look the relationship between price
and demand. Pricing strategy is the most important strategy because price can generate revenue
of the product and price tells the worth of the product. It is so difficult process to estimate the
mind of the customer that he will adapt this product with the offering pricing or not. MCB
charges different price with the different product and services .Suppose you are availing the
 benefit of ATM card so you have to pay 500 per year and if you are having any locker of small
size, then you are paying 1500 to 1800 to the banks as service charges.

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Distribution Strategy

Distribution means movement of goods and services from producer to consumer. So MCB has
opened many branches all over the Pakistan to entertain its customers and customers may have
easy access to products and services of bank. Management selects the area where should open a
 branch. Distributing is one of the marketing mix strategies.MCB has many branches in the
country and also overseas.

Competitive Strategy

To be competitive, MCB has further reinforced its position in the consumer banking arena by
streamlining and re-launching the consumer financing products and introducing more
convenience based solutions. With the re-launch of auto finance and house finance products, the
 bank pushed the products with full thrust.

The bank has also launched a running finance facility against mortgage of property. Technology
continued to play an important role in improving and expanding product offerings. The bank
introduced more IT based products to cater to the changing lifestyles and needs of the customers.
MCB Virtual-Internet banking was launched with wide ranging banking solutions for the
customers ranging from individual to corporate customers and it has become the most preferred
Internet banking solution in the Pakistan.

MCB also has the privilege of being the first bank in Pakistan to launch the comprehensive bill
 payment facility through its alternate delivery channels which include Internet banking, ATMs
and MCB Call Centre, currently with six payment partners. Similarly, the Bank also took
initiatives to increase the usage of debit facility.

To provide timely and updated information, MCB has also provided a new look to its website
which is user friendly and considerably easy to browse.

The Islamic banking initiative has been very successful in attracting new customer, both
individuals and companies. Similarly, those relationships which were confined only to current
account facility, have grown into stronger business relationships. The branch network has been
expanded to Lahore, Multan, Hyderabad and Faisalabad. The Bank plans to further expand its
Islamic Banking branch network to other metropolitan areas and also to introduce new sharia
compliant banking solutions to a wider range of customers for satisfying their individual and
 business needs.

Some wide-ranging new strategic initiatives have also been taken up which will be important for
the bank in years to come. A private company has been formed in Hong Kong (fully owned

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subsidiary of MCB) in partnership with Standard Chartered Bank, handling trade transactions of
selected countries in the Asia-Pacific region. It is projected to earn US$ 1 million in its first year
of operations. To increase its international presence, the bank has opened its representative office
in Dubai and entering into major strategic alliances with banks in the UAE especially for
marketing our consumer banking products to non-resident Pakistanis. Furthermore, feasibility is
also being carried out for entering other international markets. MCB‟s operations are continued
to be streamlined with focus on rationalization of expenses, re-alignment of back-end processing
to increase productivity, enhancement of customer service standards, process efficiency and
controls.

The bank has taken the lead in introducing the innovative concept of centralizing Trade Services
in the country by providing centralized foreign trade services to branches with a view to improve
efficiency, expertise and reduce delivery cost.

Management of Human Resources has been one of our core focus areas. MCB is committed
towards attracting, retaining and motivating outstanding people. Challenge for MCB is to
 provide an environment in which employees can better realize their potential. The bank
introduced „reward for performance‟ where high potential officers were identified and rewarded
accordingly. In view of the competitive environment, the bank is focusing on performance and
introducing a more robust performance management system. MCB is also strongly committed to
training its staff at all levels.

The bank will also be implementing the full suite of the latest version of SYMBOLS Version 8.
MCB bank will run SYMBOLS E-Finance modules to deliver personalized services to its
customers over multiple delivery channels, while SYMBOLS Enterprise Operations Center will
serve as its core banking transaction-processing engine. By implementing SYMBOLS, MCB
 bank aims to raise the level of its customer service and it‟s time to market in new product
offerings for its three core banking businesses in Corporate, Commercial and Consumer banking
 –  retaining its market leadership as Pakistan‟s progressive bank 

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Competitors

 National Bank of Pakistan

Bank al falah

United Bank

Allied Bank of Pakistan

Citi Bank

Habib Bank LTD

Faysal Bank

Prime Commercial Bank

Abn amro Bank

Saudi Pak commercial Bank

Indus Bank

Soneri Bank

Bank of Punjab

Standard charterd

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H uman Resour ce M anagement 

HR Structure

President

Group Head

Div Head

HR dac, Head
Head Head Financial Head HR
 &
Recruitment Organizational
compensation Services Operations

ompensat on
Manager
Manpower
Manager Staff Services
HR Relationship Budgeting &
Associate Management Planning

Senior HR Senior HR

Associate Associate
HR Relationship

Manager 

Assistant
Associate Staff
Senior Relationship HR
Services
Manager Relationship

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H uman Resour ces Commi ttee 

Mian Mohammad Mansha Chairman

Mr. Mian Raza Mansha Member

Mr. Ahmad Alman Aslam Member

President / CEO Member

Terms of Reference

The main tasks of the human resource committee are ensuring review of existing policies and
revision in these policies as deemed necessary. Proper classification and reclassification of
employee, pay scales, job description and methods of periodical reviews, description and
methods of reviews, development of in-house expertise, approval and revision of organizational
setup of latest criterions for recruitment, training and performance appraisals and effective
management of information systems to monitor implementation of policies as approved by the
 board. Raza Mansha is a member of business strategy & development, human resource, risk
management portfolio review, physical planning, IT system & contingency arrangement
committees..Mr. Shahzad Saleem is the chairman of NISHAT CHUNAIN power limited &
Director of MCB.

Muhammad Ather is head of requirement & training and Fawad Ahmed Khan is HR manager.

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Future Outlook of M CB

 The effectiveness of the economic reforms was the main concern in 2011 as the country
is highly volatile with respect to the systematic risks.
 The pace of the growth of loan infection is likely to reduce in the coming quarters. The
maintenance of the discount rates is the key factor to curtail the inflationary pressure on
the cost of credit. Infrastructural developments, control on war on terror, power shortage
mitigation, encouraging the private sector, trim in the political instability and the
sustainability of the tax reforms in order to meet the international debt are the likely
factors of focus in the upcoming year.
 We are hopeful, given the increasing foreign reserves and reviving investor confidence,
the economic conditions will be comfortably better than previous years.
 From the Banks perspective, the focus will be provision of value added services via
operational expansion and technological improvements.
 Effectiveness of the Banks risk management systems, capitalization on low cost liability
franchise, disciplined expense growth, expansion of our capital base and strengthened
compliance culture are primary factors in depicting continued strong financial soundness.
 Effective leadership with a clear vision is the key element of long term sustainability
leading to highest levels of employee satisfaction and our aim is to build cohesive teams
and strong ethical standards.
 We will strive to enhance our domestic as well as global image to take the Bank from
strong to stronger. Corporate Awards and Recognition
 The Annual Report of the Bank for the year 2009 won: “Accountants of Pakistan and the
Institute of Cost and Management Accountants of Pakistan Certificate of Merit Award in
the Banking Sector subject to Prudential Supervision category”  by the South Asia
Federation of Accountants (SAFA), an APEC body of the SAARC region.
 MCB is also listed as one of the top 25 listed companies acknowledged by the Karachi
Stock Exchange.

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H ow Organi zational Per formance get aff ected

External
Environment

 Administrative

 Political

 Social/Cultural

 Economic

 Stakeholder
Organizational Capacity
Organizational Motivation
 Strategic Leadership
 History  Structure
 Mission  Human Resource
 Culture  Financial Management
 Incentives/  Infrastructure
Rewards  Program Management
Organizational
 Process Management
Performance
 Interorganizational
linkages
 Effectiveness
 Efficiency
 Relevance
 Financial
Viability

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DEPARTMENTS

 Customer service department

 Account opening department
 Clearing department
 Remittance department
 General banking department

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Qil a Di dar Sin gh B r anch H ierarchy

General manger

Abid jamil
salman amin (BOM)

Mr Awais Qadir zulifiqar ali sharjeel butt shabir hussain

Perveiz ahmed
(superviser) (Teller) (Teller) (CSO)
(GBO)

sir nasir
(CRO)

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H uman Resour ce Department

The Human Resource Department (HRD) supports the importance of the individual while
thinking strategically. HR conveniences the establishment of an atmosphere in which people has
the incomes to continuously grow in motivated for carry on improvement for the remunerations
of all stakeholders.

Situated as strategic business unit within the commercial structure of the MCB, the HRD has as
its prime responsibility to give to the organization‟s effici ency by attracting its people and line
up the strategies, actions and systems to the policy of the business. It is through this that HRD
adds value to the institution.

The Human Resource Department conveniences and partner with its customers and MCB staff in
applying the planned strategy through.

 Capability grounded HR systems

 Policy and Actions
 Evolving abilities
 Appearance organization
 Clear and exposed statement
 Remuneration and appreciation
 Employee happiness
 Variety
 Agreement

Human Resource outlet is to assurance the important services, progresses and policies are in
 place to succeed employee to accomplish at their finest, be safe and satisfied with their work and
 be properly developed. Human Resource is also vital to settle that employee‟s energy in an
atmosphere which is in unity with the department‟ s values and best training.

Human Resources area office is liable for the administration of the human resource role for the
department of human services. This entails the responsibility for human resources systems,
 policy and training through the branch. The branch is planned to importance on planned human
resource work, the supervision of departmental managers and human resources staff in areas and
divisions.

Human resources have a number of areas of focus including:

 Employee relation
 Employee security
 Management facilities
 Arrangement and concert

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 Organizational capability
 Organizational growth and maintenance

The human resource branch managers apply a number of organization-wide schemes throughout
the department in the above areas, in association with human resource staff in area and programs.

F unctions of H R Depar tment

Human Resource Planning

Human resource planning is the term used to describe how companies certify that their staff is
the right staff to do the jobs. Sub topics include planning for staff recruitment, planning for
candidate search, training and skills analysis and much more.
Human resource forecasting and human resource audit are the two most important components
of this type of planning. Human resource forecasting refers to predicting an organization‟s future
demand for number, type and quality of various categories of employees.
HR planning is done by the organization basically to ensure the following points:

 It has the right people in place

 It has the right mix of skills
 Employees display the right attitude and behaviors
 Employees are developed in the right way

In MCB method to forecasting HR needs are:

Methods to forecast HR needs

HR department in MCB uses following approaches to forecast its human resource requirement

 Firstly they used zero based forecasting techniques uses current level as starting point for
determining future staffing needs.

 Secondly they adopt bottom up approach each level of organization, starting with lowest,
forecasts its requirement to provide aggregate of employee needs.

Mathematical model: assist in forecasting. Relationship between sales demand and number of
employees needed is positive one.

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SWOT Analysis

SWOT analysis is a short form for strengths, weakness, opportunities, and threats.It is an
analysis of internal strengths and weakness of an organization as well as external opportunities
and threats. SWOT analysis affects the organizational performance. The overall evaluation of a
company strengths, weakness, opportunities and threats is called SWOT analysis. An
organization's mission is accomplished by best strategies in SWOT analysis by:

Taking advantage of organizations opportunities and strengths.

Reducing effect of threats.
By avoiding the weaknesses.

Organizations missions are used as a context and SWOT analysis is one of the most important
steps in formulating strategy; managers avoid weaknesses and assess internal strengths.

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STRENGTH:

 MCB bank officers are considered as the most able professionals in the banking world. In my
observation MCB officers interact with the customers as they are their personal friends and
used to solve their problems as their own.
 The customer's perception for MCB is very high due to compassionate and personalized
services of the officers. Customers feel secure while dealing with MCB and they also have
trust.
 The branches of MCB are opened in commercial areas in order to save customers from
facing problems to reach the bank.
 The security system is very good in MCB.
 Employees are given with good facilities.
 Internal computer system in MCB is very reliable and easy to use. Every information is
computerized.
 There is properly maintained data.
 The management prepares a financial statement which shows the state of affairs, cash flows,
the result of operations of state of affairs, & equity changes.
 MCB follows the timelines specified by SBP for implementation of recommend ations.
 MCB is adopting measures to monitor and minimize risks that are related to banking
industry.

WEAKNESS:

 MCB has number of products and services but any advertisement on electronic media is
not given.
 During my internship, I observed that employees have a lot of burden of work. The work
should be distributed equally between the employees on the basis of their capabilities and
their post

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OPPORTUNITIES:

 There can be a great increase in deposits of MCB by commencement of new schemes.

 There should be emphasis on e-banking.
 MCB should adopt the diversification, innovation and mission driven approach which are
keys to success.
 Information technology is the future of this dynamic world. So MCB should emphasize on it.
Like other foreign banks, bank can design universal account to enhance online facilities.
 MCB is satisfying customer needs. A number of products are introduced by MCB and
customers are becoming more loyal to the bank. And due to optimum prices and brand
 products, customers feel secure and convenient.

THREATS:

 Credit crisis have an adverse affect on MCB.

 MCB is facing a strong competition by other banks as business is growing at very high
speed.
 Customers are lacking trust in MCB due to which deposit growth is slow.

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Critical Analysi s
I deliberated organization and their strategies, rules and regulation. In MCB, there is solid
communication between the employees and management. The planning and selection process of
MCB is very good.

Organization structure of MCB bank is well developed is designed in such a way that it fulfill the
need of bank. Different department nets are created which are well coordinated through the
structure. Every department performs their function in efficient manners.

Span of control in MCB bank is approximately 10 to 15 in a branch. Span of control is defined as

number of employees to report managers.

In MCB bank, various areas of country and different division under the head offices managed by
systematic board with decentralization of authority. Various decisions of minor importance are
made through control purpose, so there is centralized or decentralized in esteem.

Benevolent authoritative and participative authoritative system is used in MCB. And vertical
chain of command are used, orders are passed from top management to lower one.

MCB employees are satisfied from their job and their seniors are happy from their performance.
MCB selection process is based on interviews and qualification. They select and hire the
essential employees for the compulsory job that‟s why there are fewer chances of dissatisfaction.
In MCB, they give superior training for selected employees, management system of MCB is very
nice. In MCB they collaborate with every one wherever they need help.

Although the processes in MCB are good but improvement is always needed. MCB need to
improve their management skills, planning for selection and hiring process. Also they should
think about the need and want of employees that why they don‟t perform very well as they need.

Some employees are not satisfied their current salaries they get from the bank and their
 performance is not good. Also the employees don‟t get ranks according to their performance and
experience. This creates hate and discrimination among

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employees and managers, because they want their right compensation which the deserve. So
unhappy employees are less faithful towards organization.

While satisfied employees are more productive, inventive and faithful. As verified, job
satisfaction principle increases employee confidence, which leads to amplified employees
 performance.

Performance of employees directly affected by the role and behavior of supervisors, the work
environment, duty hours, salaries, job security, rewards and promotions. There must be proper
methods and planning for employee hiring. Every department must have their own authority.
Management structure style must be standardized as required. It‟s the responsibility of
supervisors to take care of their employees and help them in every difficult task where they need
help from them.

Employees of MCB don‟t feel secure about their jobs and future. They are always in tension due
to their current job and worried for future. This affects their performance badly.

The employees in MCB often feel over work load as the work schedule is tough and also work
load is too heavy, which makes them mentally tired and their performance and satisfaction also
 becomes low.

Structure of Human Resources Department is very complicated one, depending upon the
requirement of the bank. This department is controlled by president, group head of Human
resource Management and divisional head of HRM.

Head of compensation, head of HR financial services, head of HR operations, head of DAC

requirement and training, head of organizational development, these five persons are responsible
for overall working and they directly report to the divisional head of HRM.

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Head of compensation managers, head of HR operations, head of DAC requirement and training,
head of organizational development has different departments under their control at lower level
and responsible for proper working of the department. The structure is well designed to meet the
requirement of the organization.

The main function of HR department is to arrange the required human resources for the
organization and make policies for development of human resources.

Employees requirement and selection policies of MCB in such a way that a suitable and fruitful
candidate can be obtained.

After selection, the employees are given training, so that the employees can get the required
abilities for the performance of tasks assigned to him in efficient manners. Employees are also
 provided benefits like increment, promotions, medical facilities, loan facilities, pension and some
other benefits. It creates encouragement in the employees to their task according to given
standards and play a role in the progress of the organization.

Practices and Policies

Policy is principle or rule to make decisions that result in required outcomes. MCB bank has
developed different policies like consumers credit policy, privacy policies, business policies,
recruitment policies, employee‟s development policies, loan policies, service and product
 policies, operational policies, monitoring policies and some other related policies that are helpful
for the proper functioning and operation of banking function.

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I nter nshi p Pr ogram

I worked as an internee in MCB Qila Didar Singh Branch. Branch code is 1474. Duration of my
internship was from July 2, 2012 to August 10, 2012. During my internship in the MCB limited,
I really enjoyed to work with the staff of MCB. It was almost impossible to work in all the
departments‟ within that limited time. But on my request the staff of branch provided me the
opportunity to work in the different departments within that limited time for the sake of practical
knowledge and for providing me the great environment to work in different departments. During
the Internship, I worked in various operations as general banking including cash operation,
clearing remittances, ATM, account opening procedure and advances. Although my
specialization subject is HRM. But there was no Human Resource department in the branch in
which I did internship. The recruitment procedure is done in Head Office or Circle Office.

PURPOSE OF I NTE RNSH I P

 To learn how to be a professional in field work.

 As it is a part of Digree.
 For the purpose of gaining knowledge.

REASON OF CH OI CE

 Good culture of Organization

 Good behavior of staff
 Staff co-ordination

REPORTI NG DUTI ES

I have completed my 6 week internship program in MCB branch located in GT Road (1208)
Gujranwala. They are facilitating their customer by given that excellence of services. They
 provided different services to their customers, to fully satisfy their customer need.

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Personal Objectives of doing internship in MCB

 To get some experience in working with well reputed organization.

 To gain knowledge about the professional environment of the bank.
 To know about the technology utilized in the banks.
 To deal and mange with the situation of stress.
 To know about the documentation process of employee of the bank
 Purpose of internship
 Internship is the capstone experience that provides me with hands on, real world
experience in a work setting.
 Integrate and use my knowledge and skills from the classroom.
 Discover where further competence is needed.
 Take steps to gain that competence under educational supervision.
 Become better acquainted with the types of work setting in which such competence can
 be applied.

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Tasks per formed dur ing i nter nshi p 

Providing all kinds of information to customers

The basic and foremost purpose of customer services officer is to provide information to any
existing or potential new customer regarding account opening process, types of account offered
in MCB, credit information or information concerning various products and services offered by
MCB.

There is no separate customer interaction department but there is a customer service officer
whose name is Miss Noreen Akhtar. So I sit with her to provide information to customers.

Flooring

A greeter or working as a phone operator is also one of the fundamental duties of a customer
services officer. As a greeter, the customer services officer perform the following duties and
functions:

 To receive calls from customers and forward them to the required personal
 To make calls to people required by the bank employees
 To make calls to the customers whose check books and ATM have been arrived
 To receive courier and make record of mail in DAK receive register.
 To send mails to the customers after filling out the envelops
 To make record of calls made

Being a greeter is very tough job, as a greeter has to deal with different types of customers. They
may have angry, rude behavior and it is the great responsibility that the customer should not
enter in the bank without any directional guidance from the greeter. One has to remain alert at all
times while serving as a greeter.

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Filling Deposit Slips for Customers

The formal employees and internees often fill the deposit slips. Formal employees at each level
right from the cash officer to operation manager fill the deposit slips. Often literate customers
who have some know how about the banking slips or who are the regular customers fills their
slips by their own self. The work done by customer relation officer and general banking officer
are as follow:

 Attend phone calls

 Scanning of signature specimen (SS card) and its attachment
 Handling of return cheque

 Daily clearing
 Update KYC
 Filling deposit slips
 Attend customer inquiries
 Received ATM forms
 Issued ATM cards
 Made charges vouchers for TT/DD/PO
 Worked on the seat of ACCT opening/cheque collection/opened accounts
 Issued cheque books

Received check book requisitions

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Detai led Descri ption of Work

TIME PERIOD DEPARTMENTS DUTIES PERFORMED

Week 1 and 2 Customer services  Doing flooring and greet customers
 Make entry in DAK registered
 Fill ATM transaction dispute form for the
customers
 Handling phone calls
 Taking messages over the phone
 Fill statement application form for the
customers
 Do daily branch assessment and maintain
a file for it
 Do daily telephonic audit of employees
and maintain a record for it
 Filling of the house of the daily checklist
and house keeping
 Write customers complains at the portal
and make sure that these complains are
resolved within turnaround time
 Made daily deposit report at the end of
each day and send to the are head
 Made daily sales team progress report and
send to the are head at the end of each day
 Learn about over the phone customer
services

Week 3 Operations  Prepare fuel assignment of branch by

following two patterns
 Learn how to make entry in cheque stop
 payment register and observe the process
 Observe the process of making entry in
ATM fact sheet
 Learning bank operation guideline
 Observing processing duties performed
 Learn how to complete account opening

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form
 Checking new account form and make
entry in account opening register
 Make entry in TDR register
 Learn how to fill know your customer
form
 Do the correction of account snd opening
forms

Week 4 Remittances/ Forex  Learn the concept of inward and outward

clearing
 Learn the concept of within city or
intercity clearing as well as CC
 Learn how to make entry in clearing
register and return clearing register
 Learn how to make entry in cheque book
register and ATM register
 Learn how to issue cheque book and ATM
 Observe the cheque transfer process
 Observe the foreign remittance process

Week 5 Cash department  Learn how to fill deposit slip

 Learning the cash limits
 Learning cheque cashing details
 Withdrawals and deposit limits
 Opening and closing cash count
 Deposit gold customers money
 Help in separating solid currency at the
end of the day

Week 6 Sales calls  Sales calls with personal banking advisor

 Learning different techniques regarding
sales
 Observing the new account forms
 To Make calls to the customers regarding
C-Z 50 form (zakat )
 To make calls to the customers regarding
dormant account
 Observing personal clients handling
 Learn about different products offered by
the MCB

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Benefits of doing I nternshi p

During my internship I dealt with many customers and employees, this was a great experience to
learn

 How to deal with customers

 How to work under pressure i.e. in rush hours.
 How to manage an office.
 My communication skills were improved.
 I observed the practical implication of many banking concepts.

Problems Identification

 Shortage of HRM officer

  No job routation
  No training program

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 Lack of customer services

Recommendations
From the quantum of the profit and its financial data, it can easily judged that after privatization
Muslim Commercial Bank is performing very well. Its deposits are growing day-by-day and so
its profitability. The controlling body is responsible for the productive pe rformance of the bank.
Following are my observations and suggestion to improve the efficiency for the development of
the bank.

Increase in Profits

People can be motivated to save money by offering the deposit through various investment
schemes. The rate of profit should increase 1% or 2 % it would be profitable step for bank.

Increase Salaries

MCB is making good profits but giving less pay to their employees as compared to their
competitors. So their salaries should be increased.

Change the Nature of Work 

Most of the bank employees are sticking to one seat only with the result that they become master
of one particular job and loose their grip on other banking operation. In my opinion all the
employees should have regular job experience all out-look towards banking. Their promotion
 policy should be adjusted accordingly.

Training

Every year some of the employees should be sent for training to other countries and employees
from other branches should be brought here. Some more reading material should be provided the
 purpose should be to educate the employees with the advance studies in their field. The
employee should be provided the opportunities to attend and participate in seminars and lectures
on banking.

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Incentive to Employees

Bank should give some more incentive to its employees in order to remove the conflict between
lower and higher officers and should try to improve the working condition of the bank. Such
system should be designed that every employee who has some problems with his officers can
communicate to the higher management and some steps must be taken to improve that.

Performance and Reward

Smart, educated, skilled, well spoken and well versed staff personals should be rewarded and
appreciated, while on the other hand lazy, lethargic, heard, rough-dealers and ill mannered must
 be warned and penalized but this all should be on merit and considering the policy of honesty is
the best policy and not due to some personal liking, disliking prejudice and patrimonial. It is
therefore suggested certain schemes and checks may be introduced in banks to increase
efficiency through reward and punishment system.

Promotion and Advertising

Bank must let potential customers know that all attractions for banking exist. This is done by
advertising on television and obtaining press coverage, in conjunction with direct mail, window
displays, leaflet in branches and in appropriate other locations (such as hotels, shops, etc.) and
including leaflets in statement of accounts sent to existing customers in the hope that they will
tell potential customers about the services provided by our bank.

More Focus on Salary Accounts

Logic leads to promotional campaign through employers who are customers of the banks and
their employees are paid in cash. Such business accounts should be encouraged to open the
accounts of their employees with the banks. It might be worth offering free banking for a specific
 period to new accounts or simply publicizing the services available by means of posters at the
employer‟s premises.

Internship Facilities

The period of internship should be divided in to the number of department of the Muslim
Commercial Bank Ltd. The internee should be given timetable mentioning the number of days
he/she has to work at different places in the bank. On the first 4 days in each department internee
should be given a lecture the officer of the department concerned about working of the
department.

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Conclusion

 MCB bank is an organization is well managed with organizational structure and efficient
employees due to its growth it has bright future in banking organizations. I have
concluded that MCB is fully devoted, motivated and aimed to do exactly what is
mentioned in its mission statement. MCB has the capability to face the challenges of
 present self-motivated word. MCB is making progress by leaps and bounds. Innovation in
collaboration with creative ideas is taking it to new heights, enab ling it to touch climax.
 GT Road Branch of MCB have very co operative Skilled and highly talented staff. The
staff is keen to provide best services to the customers in most efficient and effective way.
MCB aims to make long term relationships with customers, therefore building profitable
relationship with them.
 MCB considers its employees the most important asset of the whole Organization. So in
order to retain this asset as such, MCB‟s management fully encourages an d motivates
their employees. Special packages, rewards, bonuses etc are awarded to deserve
employees, and this also motivates the other employees. MCB Provides complete
information to their customer.
 MCB have well organized environment. MCB do not allow any relaxation to their
employees in working hours. Behavior of the manager as well as staff is very good.
Finally I concluded that MCB‟s journey towards success of h eights is going on…If it
keeps on moving as so, soon it will touch maximum fame...Even Beyond the
imagination…

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REFERENCES

Bibliography

Websites:

Introduction and Products of MCB. MCB Bank Limited. Retrieved from

http://www.oppapers.com/ essays/Pakistan‟s-Banking-Sector-Industry on 4/8/2012 at 11:30 am

History of MCB.  MCB Bank Limited . Retrieved from

http://www.mcb.com.pk/mcb/about_mcb.asp on 5/8/2012 at 10:00 am

Vision and Mission Statement of MCB.  MCB Bank Limited . Retrieved from

http://www.mcb.com.pk/mcb/mission-vision.asp on 5/8/2012 at 2:00 pm

Human Resource management system Wikipedia Retrieved from

http://en.wikipedia.org/wiki/Human_resource_management_system on 7/8/2012 at 1:00am.

Financial Data and Reports of MCB.  MCB Bank Limited . Retrieved from

http://www.mcb.com.pk/irifn_data_rep.asp

Other data retrieved from these websites

Analysis/181995

Websites:

www.google.com.pk

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