Table of Contents

Chapter One: Introduction

1- 7

Executive Summary
Objective of the Study
Importance of the Study
Research Methodology
Scope of the Study

1
3
4
5
6

Limitation of the Study

Chapter Two: Theoretical Aspects

Profile of the Organization .
About FSBL
Growth and Development of the Organization
Deposit
Advance
Import
Export
Treasury , Profit & Operating Result
SOWT Analysis
Hierarchy of FSBL

Chapter Three: Practical Aspects

83
General Banking
33
Advance Banking
56
Foreign Exchange
Export
73
Import
80
Foreign Remittance
82

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8
10
12
13
14
15
16
17
18
22

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 Risk in Foreign Exchange Business

Chapter Four:
88
Recommendations
86
Conclusion
Bibliography
Appendices

83

848487
88
89

Introduction
Particulars
Background of the Study
Objective of the Study
Scope of the Study
Methodology of the Study
Definition of Islamic Banking
Principles of Islamic Banking

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02
03
03
03 - 04
04
05

Profile of FSIBL
Particulars
Historical Background
Vision & Mission of the Bank
Strategy of First Security Islami Bank Ltd.
Corporate Profile
Management System
Organizations Hierarchy
Financial Information At A Glance
Branches
Credit Risk Management
Asset Liability Management
Foreign Exchange Risk Management
Corporate Governance and Corporate Social

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10
10
11
12- 13
14
15 - 17
18 19
19
20
20
20 21

Responsibility
Human Resource Development
Information Technology System
Services of FSIBL
Deposits & Investment Scheme

21
21
22
22 23

General Banking System

Particulars
Introduction
Features of the Branch
Nazu Meah Hat Branch at a Glance
Number of Total Accounts Clearing Department
Organogram of the Branch
General Banking Department---- Accounts Opening Section
Remittance & Clearing Section
Cash Section
Accounts Section
Online Banking
SMS Banking
ATM Banking
Locker service
Investment Department
Mode of transaction

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25
25
25
26
26
27
27-39
39-45
45-46
46-49
51
52
52
53
53-56
56-59

SWOT Analysis of FSIBL

Particulars
SOWT Analysis of FSIBL
Strength of FSIBL
Weakness of FSIBL
Opportunity for FSIBL
Threats for FSIBL

Page No.
61
62
63
63-64

Ending Part
Particulars
Findings
Recommendation

Page No.
61-62
62-63

Conclusion

64

Abbreviations

65

Bibliography

66

CONTENTS
Page No.
CHAPTER ONE: INTRODUCTION........................................................................1
1.1 BACKGROUND OF THE REPORT...................................................................2
1.2 OBJECTIVES OF THE REPORT.......................................................................3
1.3 SCOPE OF THE REPORT...................................................................................4

1.4 METHODOLOGY OF THE REPORT................................................................4

1.5 LIMITATION OF THE REPORT.......................................................................5

CHAPTER TWO
REVIEW OF FSBL
2.1 BACKGROUND OF FSBL.................................................................................7
2.2 VISION AND MISSION OF FSBL...................................................................8
2.3 MANAGEMENT OF FSBL.................................................................................8
2.4 ORGANIZATION STRUCTURE OF FSBL......................................................9
2.5 PRODUCTS/SERVICES OF FSBL.....................................................................12
2.6 BANKING SERVICES OF FSBL ......................................................................15
2.7 SPECIAL FEATURES OF FSBL........................................................................16

CHAPTER THREE
BANKING SERVICES OFFERED TO THE CUSTOMERS
3.1 PRODUCTS/SERVICES OF FSBL.....................................................................18
3.2 CONSUMER CREDIT SCHEME.......................................................................19
3.3 SPECIAL DEPOSIT SCHEME...........................................................................19
3.4 MONTHLY SAVINGS SCHEME.......................................................................19
3.5 CREDIT CARD....................................................................................................20
3.6 FSBL ATM SERVICE.........................................................................................20
3.7 WESTERN UNION MONEY TRANSFER........................................................20
3.8 SAVINGS INSURANCE SCHEME....................................................................21
3.9 FIXED DEPOSIT RECEIPT (FDR)....................................................................21

3.10 INTERNATIONAL TRADE: IMPORT AND EXPORT.................................21

CHAPTER FOUR
EVALUATION & CUSTOMER SATISFACTION
4.1 INDUSTRY EVALUATION & CUSTOMER SATISFACTION
REQUIREMENT.................................................................................................24
4.2 UNDERSTANDING CUSTOMER PORTFOLIOS............................................25
4.3 OPTIMIZING SALES PROCESSES USING OPERATIONAL
CS SOLUTIONS..................................................................................................26
4.4 IMPROVING CUSTOMER SATISFACTION...................................................27
4.5 ENHANCING PROFITABILITY........................................................................28
4.6 OPERATIONAL EXCELLENCE THROUGH MULTIPLECHANNELS
ENTRALIZED SERVICE....................................................................................28
4.7 ANALYTICAL INSIGHTS THROUGH BUSINESS INTELLIGENCE..........29
4.8 PROCESS OPTIMIZATION...............................................................................30
4.9 UNDERSTANDING CUSTOMER AND THEIR UNDERLYING NEEDS.....31
4.10 PROCESS OPTIMIZATION: HELPING RELATIONSHIP MANAGERS
SELL MORE EFFECTIVELY.............................................................................35
4.11 CUSTOMER SERVICE AND RETENTION...................................................35
CHAPTER FIVE
CUSTOMERS REACTION REGARDING THE OFFERINGS
5.1 CUSTOMER VIEW ANALYSIS........................................................................38

CUSTOMER PROMPT SERVICE BY THE EMPLOYEES

5.2 CUSTOMER VIEW ANALYSIS........................................................................39

PROVIDES ITS SERVICES AT THE TIME IT PROMISES

5.3 CUSTOMER VIEW ANALYSIS........................................................................40

SAFE IN CUSTOMER TRANSACTIONS

5.4 CUSTOMER VIEW ANALYSIS........................................................................41

CUSTOMER INDIVIDUAL ATTENTION IN CREDIT DEPARTMENT

5.5 CUSTOMER VIEW ANALYSIS........................................................................42

CUSTOMER BEST INTERESTS AT HEART

5.6 CUSTOMER VIEW ANALYSIS........................................................................43

UNDERSTAND CUSTOMERS SPECIFIC NEEDS BY THE EMPLOYEES OF FSBL.

CHAPTER SIX
PROBLEM IDENTIFY BY THE CUSTOMERS
6.1 PROBLEMS.........................................................................................................45
6.2 SUGGESTIONS:..................................................................................................45

CHAPTER SEVEN
CONCLUSION & RECOMMENDATION
7.1 CONCLUSION ...................................................................................................48
7.2 RECOMMENDATION........................................................................................49
REFERENCES...........................................................................................................50
APPENDIX.................................................................................................................51

Table of Contents
Chapter One: Introduction
Executive Summary
Objective of the Study
Importance of the Study
Research Methodology

1- 7
1
3
4
5

Scope of the Study

Limitation of the Study

Chapter Two: Theoretical Aspects

Profile of the Organization .
About FSBL
Growth and Development of the Organization
Deposit
Advance
Export
Treasury , Profit & Operating Result
SOWT Analysis
Hierarchy of FSBL

Chapter Three: Practical Aspects

79
General Banking
31
Advance Banking
54
Foreign Exchange
Import
Foreign Remittance
78
Risk in Foreign Exchange Business

Chapter Four:
85
Recommendations
82
Conclusion
References
Appendix

8-21
8
10
12
13
14
15
15
17
21

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84
85

TABLE OF CONTENTS
Acknowledgement

Executive Summary

Chapter 1
Serial no
1.
1.1
1.2
1.3
1.4
1.5

Contents
Introduction
Introduction of the study
Objectives of the study
Methodology of the study
Scope of the study
Limitations of the study

Page no
1
1
3
4
5
6

Chapter 2
Serial no
2.
2.1
2.2
2.2.1
2.2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10

Contents
Profile of FSIBL :
Background of FSIBL
Vision & Mission of FSIBL
Vision
Mission
Management of FSIBL
Organizational Structure of FSIBL
Source of Fund
Corporate Information at a glance
Financial Highlights of the FSIBL
Services of FSIBL
Products of FSIBL
Special Features of FSIBL

Page no
7
7
8
8
8
9
9
11
12
13
13
14
16

Chapter 3
Serial no
3.
3.1

Contents
General Banking Activities of FSIBL (Probortak Mor Branch)
Preface

Page no
17
17

3.2
3.3
3.3.1
3.3.1.1
3.3.1.2
3.3.1.3
3.4
3.4.1
3.4.2
3.4.3
3.4.4
3.4.5
3.4.6
3.4.7
3.5
3.6
3.6.1
3.6.2
3.6.3
3.6.4
3.6.5
3.7
3.8

Operation of Accounts
Customer Service & Account Opening Department
Accounts opening
Procedure to Open an Account
Documents required for opening an Account
Procedure of closing an Account in FSIBL
Deposits
Al- Wadiah Current Deposit Account
Mudarabah-Special Notice Deposit Account (SND)
Mudarabah Savings Deposit Account (SB)
Mudarabha Term Deposit Account (MTD Account)
Mudarabah Monthly Savings Scheme (MMSS)
Mudarabah Monthly Benefit Saving Scheme (MMBSS)
Mudabah Deposit Double Scheme (MDDS)
Cash Section
Remittance Department
Demand Draft (D.D.)
Payment of D.D.
Pay Order
Telephonic Transfer (T.T)
Pay Slip
Clearing Department
Accounts Department

17
21
21
21
22
23
23
26
26
27
28
29
31
32
34
36
36
37
38
38
40
40
43

Chapter 4
Serial no
4.
4.1
4.2
4.3
4.3.1
4.3.2
4.3.3
4.3.4
4.3.5
4.3.6
4.3.7
4.3.8
4.4
4.5

Contents
Investment Management of FSIBL
Investment & Investment Management
Objectives & Principles of Investment.
Investment Modes of FSIBL
Mudarabah (Investment made by entrepreneur):
Musharaka (Partnership based investment):
Bai- Muajjal (Deferred Sale):
Bai-Murabaha (Contract Sale on Profit):
Bai-Salam (Advanced Payment):
Hire Purchase Under Shirkatul Melk:
Intisnaa Sale
Ijarah
Investment Processing
Investment Schemes of FSIBL

Page no
44
44
44
45
45
46
46
47
49
50
51
52
53
59

Chapter 5
Serial no

Contents

Page no

5.
5.1
5.2
5.3

Performance Evaluation Of Probortak Mor Branch

Probortak Mor Branch In Chittagong
Branch Performance As On 31st December09
SWOT Analysis of FSIBL, Probortak Mor Branch.

61
61
62
64

Chapter 6
Serial no
6.
6.1
6.2
6.3

Contents
Findings and Recommendations
Findings
Recommendations
Conclusion

Page no
66
66
67
68

Table of Contents
Chapter:
Chapter1: Introduction
Objective of the study
Methodology
Scope of the study
Limitation Of the study
Chapter2: Overview of First Security Bank Limited (FSBL)
Background of FSBL
Vision and Mission of FSIBL
Management of FSBL
Human Resource Development
Information Technology Systems
Computerised Banking Systems
ATM Facilities
Ready Cash Cards Systems
Corporate and Social Responsibilities
Organizitional Structure of FSIBL
Corporate Information
Sources of Fund
Major Products and Services
Chapter3: Branch Banking
Management Hierarchy of FSIBL (JR. BR)
Line of Products and Services
General Banking
Account Opening Department
Deposit Department
Accounts Department
Remittance Department
Advance Department
Clearing department
Foreign Exchange
Meaning of Foreign Exchange

Page number:
1
2
3
4
5
6
7
7
8
8
8
8
9
10
11
11
12
13
13
15
16-17
18-20
21
21-22
22
23
24
24

Importance Foreign Exchange

Sources of Finance
Risks involved in foreign Business
Local Regulations of F.E.
International Regulations of F.E.
Authorized Dealership
Department of Foreign Exchange
Letter of Credit
Forms of Documentary Credit
Parties Involved in the process of L/C.
Mechanism of L/C operation
Document used in Foreign Trade
Import Procedure of FSIBL(JR.BR.)
Documents require for opening a L/C.
Basis of Import.
Impoter application for L/C limit
The application for L/C.
Securitization of L/C application
Processing of L/C proposal
Approval sanction of L/c proposal
Transmission of L/C
Amendment of L/C.
Presentation of document.
Examination of document
Lodgement and Retrement of Pad
Payment procedure of Import document
Defered payment of L/C
Precautation while considering Proforma invoice to
open L/C
Precaution while condidering Indent to open L/C
Export Procedure
Back to Back L/C
Export L/C
Procedure for obtaining ERC
Forwarding Foreign bills for collections
Made of payment of export Bills under L/C
Important document associates of Exports
Remittance Department
Inward Remittance
Modes of Foreign Inward Remittance
Purpose of Inward Remittance
Outward Remittance

24
25
25
25
26
26
26
27
27
28-29
30
31-32
33-34
34
35
35
36
37
38
39
39
40
40
40
40-41
42
42-43
44
44
44-45
46
47
47-49
49
50
50
51
51
51
52
52

Chapter-4
Findings
Suggestions and Recommendation
Conclusion
Bibliography

53
53-54
55
56