Cover Page for Academic Tasks

Course Code: OPRM639 Course Title: OPERATIONS MANAGEMENT AND

RESEARCH – I
Course Instructor: ATANU BHATTACHARYA

Academic Task No.: 1 Academic Task Title:

Student Name: NISHTHA CHHABRA

Student’s Roll no: RQ2139B53 Student’s Reg. no: 12101973

Evaluation Parameters: (Parameters on which student is to be evaluated- To be mentioned by students as
specified at the time of assigning the task by the instructor)

Learning Outcomes: (Student to write briefly about learnings obtained from the academic tasks)

Declaration:

I declare that this Assignment is my individual work. I have not copied it from any other student’s work or from
any other source except where due acknowledgement is made explicitly in the text, nor has any part been written
for me by any other person.

STUDENT’S SIGNATURE – NISHTHA CHHABRA

Evaluator’s comments (For Instructor’s use only)

General Observations Suggestions for Improvement Best part of assignment

Evaluator’s Signature and Date:

Marks Obtained: Max. Marks:

 PUNJAB NATIONAL BANK
COURT ROAD, MUZAFFARNAGAR BRANCH

Punjab National Bank (PNB), India’s first swadeshi Bank, started its operations
on April 12, 1895 in Lahore, with an authorized capital of 2 lac and working
capital of Rs 20,000. The main motive to start this bank was to promote the
spirit of nationalism and was the first bank purely managed by Indians with
Indian capital.
Headquartered at New Delhi, India, under the ownership of Ministry of
Finance, Government of India. During the long history of over 126 years of the
bank, 7 banks have merged with PNB and has become stronger and stronger
with a network of over 180 million customers, 12,248 branches, and 13,000+
ATMs. The bank stands ahead amongst nationalized banks in financial
parameters that are Global Business, Domestic Business, Domestic Deposits,
Net Advances, CASA Deposits, Saving Deposits, and Operating Profits.
PNB has 3 subsidiaries named – PNB Gilts Ltd., PNB Housing Finance Ltd., PNB
Capital Services Limited.

PNB has various products like- credit cards, consumer banking, corporate
banking, finance and insurance, investment and banking, mortgage loans,
private banking, wealth management, various types of loans such as home
loan, personal loan, two -wheeler loan, car loan, education loan, gold loan.
It has many schemes which include – INREMIT Scheme, money transfer
schemes, ECGC- bank assurance -selling of policies to exporters, retail internet
banking, PNB ONE, PNB SMS services, merchant acquiring business products.
From the observations is has been found that the highest concentrations of the
loanees were students, private job holders, business man, and various other
middle man.

FORECASTING IN PNB

The main areas of forecasting done in PNB bank are as per interest margins,
revenues, customer satisfaction surveys, and customers cross-sell ratio. The use
machine learning – based forecasting that allows to keep track of incoming and
outgoing transactions data in real time.
The main forecasting is done for future sales and predicting short term and
long-term performance, revenue and profit margins.

 PNB forecast for deposit accounts. The most frequent strategy for
predicting future deposit actions is to measure the relationships between
rates and balances and use the correlation coefficient as a projection
foundation. Because it overlooks the impact of behavioral finance on the
relationships between rates and balances.
 The other method used by PNB for forecasting is Delphi method. This is
a group strategy in which management is individually questioned about
their expectations for future. They don’t assemble as a group to reduce
the chance of a consensus being established due to strong personality
traits. Instead, an outside party analyzes the forecasts and related reasons
and return them to the team with additional questions. This process in
bank is repeated until a result is derived related to cash flows, loans,
demand deposits and other services.
 Through sales force polling forecasting method PNB forecast future
sales of the products and schemes. In this method the salesperson who
have continual contracts with customer will predict the best desired
 output of forecasting as they are closest to the ultimate customers and will
have a significant insight regarding the state of future market.
 Another effective way of forecasting done by PNB is consumer surveys.
They conduct their own market surveys regarding purchase of particular
product. This consists of telephonic surveys, personal interviews or
questionnaires for obtaining data.

PRODUCTION / LAYOUT PROCESS

PNB has various layout process such as the process of pass book, cheque book,
ATM, loan account opening (saving account, current account, RD account).
PNB court road has various departments(windows) to conduct these processes –
cash withdrawal, cash deposits, documents verification window, loan
sanctioning, and other clerical windows.

PNB branch includes a record room, locker room, branch manager’s cabin,
meeting room, query room, waiting room, these separate departments facilitate
ease of doing transactions, customer feel relaxed and unrushed as they are
getting separate windows for different kind works. Customers feels secure when
they connect personally to the advisors of the bank.
The process of documentation for verification in PNB bank is as follows-

Paper re stapling of
online
document verifications
documents
record

sent
record
indexing of room
scanning
documents
Another process of applying for home loan in PNB is as follows-

Step 1: Applying for a Home Loan

 Place an enquiry
The customers can place an enquiry on the official website of bank
and also has the facility to call on toll free no and can even visit
the branch this can be easiest way to connect with the
representative and get to know about the details.
 Documents required
It is always advisable to keep some necessary documents handy
which are required for the completion of loan process. Below is
the list of documents:
i. Age and identity proof
ii. Residence proof
iii. Income proof
iv. Obligation details with statements of accounts
v. Property documents
 Door step service – documents pick up
The branch representative will visit the customer’s property,
collect the documents and will submit them along with the
processing fee.

Step 2: Home loan sanction

 Determining the financial eligibility
The lender will determine the financial eligibility based on the
documents provided by the customer, existing loans and their
repayment track this will help in office verification.
 Property valuation
 Legal valuation
Step 3: Home loan disbursement
 Signing the home loan agreement
After submitting the original property documents, some post-
dated cheques and the loan agreement, the customer only needs to
sign the agreement.
 Disbursement
This is the final stage in which lender will issue a cheque in favor
of seller. EMI will commence from the day of disbursement.
 LOCATION OF PNB
According to me the location of PNB court road branch, is perfect
because it is in the main market area or we can call the center of the
city. Nowadays customers want convenience and they don’t want to
go far off places. Therefore, it is important that a bank is located in
retail area that’s not only seems convenient for the customers but also
seems appealing.
Location map of court road branch

 Nearby businesses

Around PNB bank there are various small retailers, wholesalers, hotel,
etc. this facilitates the shopkeepers, customers to get easy access to bank.
Daily wagers or shopkeepers do the transactions, deposit their money etc.
It has also an eye care hospital just aside by, this helps the patients to get
readily accessible to the bank.

PNB court road branch is in main market as is nearby to schools and

colleges and hence the students can also easily submit their fee and also
open a bank account nearby.

 ATM accessibility
 Customers are more likely to use ATM instead of filling a slip to
withdraw and wait in lobbies. Additionally, ATMs provide 24/7 access
to funds. PNB has ATM machine just aside by its bank. This becomes
very convinient to consumers.

 Parking facility

PNB court road branch has a good parking space.

Parameters for quality of product / services

Knowing how important service quality is, a bank may set itself apart from the
competition on the true underlying determinants of consumer choice and obtain
a long-term competitive advantage by attracting new clients and establishing
effective long-term relationships with them. This includes
 Developing trusts
 Improving satisfaction
 Cultivating loyalty
 Customer’s expectations
Reliability, assurance, tangibility, empathy, and responsiveness, are used to
measure the quality of service offered by the bank.
Tangibles
This includes appearance of the branch, equipment, personnel, printed and
visual materials, etc.
Reliability
This means that the bank is reliable enough to meet the demands of customers.
Bank has the ability to perform promised service dependably and accurately.
Responsiveness
PNB has willingness to help customers to provide prompt services, proper time
to query/ complaints of customers, helping attitude of staff, work efficiency, etc.
Competence
Staff of PNB have required set of skills and knowledge to perform their
respective work, skills, and experience.
Courtesy
Staff has politeness, respect friendliness of contact and dealing with customers.
Credibility
PNB has maintain its trustworthiness, believability, honesty, truthful and correct
information given to customers.

These are the parameters maintain by PNB bank which provide customer
satisfaction and provide assurance of service and products supplied.