Question 1:

There were some strategies that have been used by Maybank. To sustain competitive
advantage, Maybank realize the importance of differentiating and innovating its products and
services to create a cutting edge in the industry. After that, Maybank has been very committed to
providing the best value to its customers through innovation in service delivery and operations.
In fact Maybank was the pioneer in technology and computerization of banking operation by
being the first Malaysian to establish ATMS back in late 1970s and early 1980s. This service
provides customers the convenience of withdraw their money without having to deal with teller.
Maybank continued to adopt innovation in the 1990s by launching the first comparerized
telephone service called Maybank Autophone. The new millennium in year 2000 marked the
birth of Maybank's internet based technologies such as view and pay service for credit card and
debit card holders, and most importantly, an internet banking portal called Maybank2u.com.my.
These innovators are reflections of Maybank's commitment to positive change in creating more
value for its customers.

Question 2:
Value creation is the primary aim of my business entity. Creating value for customers helps
sell products and services. While creating value for share-holders, in the form of increases in
stock price availability of investment capital to find operations. Maybank's pioneering self-
service technology via its online portal, M2U, has clearly transformed customers from a passive
to an active audience, reflected in the astounding number of over 2.8 million monthly unique
visitors and 2.6 million active users from a total of 7.4 million registered users for the service in
Malaysia in 2014. Maybank refers to the M2U as a one stop solution center which provides "the
convenience of an all-in-one banking solution, all at one stop". With M2U, customers derive
satisfaction as they are able to personalize and customize their personal banking transactions at
their own convenience. For the first time, transfers of funds of any new transaction that is to for a
Transaction Authorizations Code (TAC) from the bank as a part of a security measure. Besides
funds transfer, customers are able to pay bills such as utility bills, loan installment, credit card
payments and other various payments M2U has simplified customers lifestyles.

Question 3:
 Maybank recover their service failures:
They help boost socio economic condition of the society through wealth creation. They
established six value proportion: Go ahead, Grow, Fly, Lead, Create and lastly Brand. They
effort create value to customers the awards. They take security and phishing issue transection
system delay, complaint handling. Maybank launched a campaign to create awareness about
internet banking. It helps to customer protection of their accounting. They provide on stop
solution center which provide all in one banking solution. Maybank continuously send it
customer security alerts.

Question 4:
Maybank gives their customers to extra benefits. They launched M2u service that include,
pay service for debit and credit card share-holders and its called banking portal. Maybank
launched M2u internet kiosk at selected branch to allow customers to self-service to their selves
at bank without having to quick attended by a teller. The bank went to give extra service mobile
banking via short message service to GPRS that help to positive changes to creating more value
for its customers. They launched, maybank2U pay, for online shopping where the customer takes
fast and easy convenient to online shopping and pay easily. These innovations need to customers,
online booking appears to be fast growing service besides ATM due to its may benefits and
customer through internet based self-service technology plan flood that change the change the
customer digital life style banking side, and gives has simplified customer lifestyle, customer are
able to manage their financial transactions through reliable and hassle free for M2U portal.

Question 5:
Good Banking Practice was approved by the board of the Estonian Banking Association.
The Banking Association board supplements and updates Good Banking Practice as needed,
inter alia as occasioned by changes in the banking sector and economic and legal environment.
Organizing banking activity
Maybank shall organize their activity in a transparent and conscientious manner and ensure
that bank employees are suitable and sufficiently well-trained for their positions and that their
activity is subject to sufficient control, supervision and management.
 In organizing their activities, Maybank shall abide by the law, other legislation, their
internal rules and agreements between banks and customers, and shall ensure that all bank
employees are sufficiently informed of these rules to perform their work as required and adhere
to them with the required care and diligence.
The Banking Association and the banks have a philosophy that issues unregulated bu
provisions of law should be resolved under self-regulated procedure.
Banks and society
Maybank should act in a sustainable and socially conscientious manner.
Banks commit to zero-tolerance regarding money laundering, terrorist financing and
deviation from targeted international financial sanctions in order to ensure reliability and
transparency of financial environment.
Prevention of money laundering and implementation of international sanctions is important
to ensure the trustworthiness of banks.
Banks shall promote positive developments in Estonian society and contribute to the
growth of the Estonian economy.
Relations with other banks
In their mutual interaction and business relations, banks shall adhere to principles of
propriety, honesty and mutual respect. This means that banks shall fulfil the obligations arising
from agreements they enter into, ensure the adequacy of information exchanged by them and
refrain from expressing opinions that can lead to negative conclusions being drawn about other
banks.
Competition
In their business relationships Banks shall adhere to the principle of fair competition and
use only legal and ethical means for outperforming a competitor.
Banks shall refrain from entering into agreements that are prohibited or restricting
competition in their intent or consequences.
Notification of the public
Banks shall provide true, fair and sufficient information regarding their activities.
Banks shall follow generally accepted marketing principles. In advertising and promotional
activity, banks shall provide a true and fair view of their activities and services.
 Relations between bank and customer Trust
Relations between customers and banks are based on mutual propriety, honesty and trust.
Maybank employees shall take into consideration the legitimate interests of all parties.
Using the risk-based approach the banks are entitled to decide, which customer due
diligence measures to apply. The banks may decide the scope and content of information to be
obtained from the customer. The banks are entitled to not establish or terminate any business
relationship using the risk-based approach.
Security
Safeguarding customers’ assets is of key importance for Maybank, as a result of which
both physical and IT security measures are developed with daily care.
For the purpose of implementing prevention of money laundering and terrorism financing
and related international sanctions, banks may refrain from entering into contractual relations
with a potential customer or from executing customer transactions.
Advising customers
Maybank should advise their customers based on each specific case, the needs of the
customer and the customer’s financial situation. Banks shall give their customers sufficient and
professional information, including outlining the risks related to use of a specific bank service.
With regard to lending activities, Maybank shall act in a responsible manner, contributing
to establishing conditions where customers can assess whether a given loan or credit product is
compatible with their personal interest as a borrower and their financial situation and which
allows to assess the risks related to borrowing.