Executive Summary

Bangladesh economy has been experiencing a rapid growth since the '90s. Industrial and agricultural development, international trade, inflow of expatriate Bangladeshi workers' remittance, local and foreign investments in construction, communication, power, food processing and service enterprises ushered in an era of economic activities. Urbanization and lifestyle changes concurrent with the economic development created a demand for banking products and services to support the new initiatives as well as to channelize consumer investments in a profitable manner. A group of highly acclaimed businessmen of the country grouped together to responded to this need and established Bangladesh Commerce Bank Limited in the year 1997.The Bank was incorporated as a public limited company under the Companies Act. 1994. The Bank started its commercial operation on February 08, 1998. with an authorized capital of Tk. 920 million and paid up capital of Tk. 2000 million. Out of TK.920 million, the Government contributed TK.300 million and the depositors of former BCI contributed TK.520 million as their equity share. The balance TK.100 million is subscribed by 3 nationalized Bank. The Bank has 27 branches across the country. The Bank has plans to open more branches in the current fiscal year to expand the network. The Bank offers the full range of banking and investment services for personal and corporate customers, backed by the latest technology and a team of highly motivated officers and staff. In effort to provide Excellence in banking services, the Bank has launched Online Banking service. A process is also underway to provide ebusiness facility to the bank's clientele through Online and Home banking solutions. Bangladesh Commerce Bank Ltd. is the preferred choice in banking for friendly and personalized services, cutting edge technology, tailored solutions for business needs, global reach in trade and commerce and high yield on investments. However, this report deals with the Deposit Pension Scheme (DPS) customer satisfaction survey of Bangladesh Commerce Bank limited. As Bangladesh Commerce Bank Limited, among some other the local bank in Bangladesh is been operating for 10 long years, it is the necessity of investigating whether they are running up to the standard level of customer service or not. It is the high time to make an analysis that to what extent the customers are being attracted to BCBLs particular product like Deposit Pension Scheme and to what percentage these customers are satisfied to the banks services. In this regard 60 1

valuable Deposit Pension Scheme customers from total of 365 were interviewed. This study uncovered the factors responsible for the high quality of services provided by Bangladesh Commerce Bank. It will help the policy makers to further improve the service quality of the bank and revealed the relationships between the service quality factors and respondents demographic factors such as the customers age, education, gender, length of involvement with the Bank and their profession. Another finding of this research pointed out that what types of high quality services customers are getting from such a well reputed bank and how far the Bank has been able to meet their requirements. The customers of DPS accounts holders of Bangladesh Commerce Bank Limited are found moderately satisfied. But there are some factors which need to be improved to make the service quality level more satisfactory. Policy makers of the Bank should concentrate on enhancing their present position in terms of the quality of customer service and the range of products and services offered by them.

Table of Contents
Chapter Topic Page No.

Topic
no. no. Organizational Part 1.0 1.1 1.2 1.3 1.4 1.5 Introduction Statement of the research problem Objectives of the study Methodology of the study Definitions of terms used in the study Limitation of the study 1 2 3 3 4 4

2.0

Scenario regarding the main topic of the 5 report in Bangladesh. 2

An Overview of the Organization 3.0 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 Background Corporate Information Organization Structure Number of Branches Number of Employees Vision Statement Mission Statement Product / Services Scheme Principal Activities SWOT Analysis of the Organization Conclusion Prepare action plan 6 8 9 10 12 14 14 15 18 44 46 47

4.0

Practical Experiences gathered through doing 48 Internship or doing research works in an organization.

5.0

Findings and Analysis regarding the objectives 49 of the study including problems identified.

6.0 6.1 6.2 6.3

Conclusion Recommendation References Appendix

49 50 50 51

1.0 INTRODUCTION
In the day of modern civilization bank is playing its splendid role to keep to the economic development wheel moving. The co-operation of bank is needed in every economic activity. In fact there is hardly any aspect of development activity, whether state inspired or otherwise, where banks dont have a major role to play. Bank provide means and mechanism of transferring command over resources from those who have an excess of income over expenditure to those who can make use of the same for adding to the volume of productive capital. There are large numbers of small savers with small amount of savings who are generally reluctant to invest their surplus income because of their lack of adequate knowledge about complicated investment affairs. The bank provide them with the safety, liquidity and profitability by means of different savings media offering varying degrees of a mix of liquidity, return and safety of savings. These savings bank use as their key of business. They invest the savings in higher degrees of return and maximize their profit.

1.1 Statement of the Research Problem:

The internship report is a basic requirement for the BBA program. The proposed topic is general Banking of The Bangladesh Commerce Bank Limited. The topic has been assigned and supervised by Md. Mosarraf Hossain, Assistant Professor, Department of Management Studies, University of Dhaka. To prepare this report About Practical orientation in Bank I gather the relevant information from my office. Other than this from various books , online report . All over the world the dimension of banking has been changing rapidly due to deregulation, technological innovation and globalization. Banking in Bangladesh has to keep pace with global change. To survive and thrive in such a competitive banking world, two important requirements are: Development of appropriate financial infrastructure by the central bank and development of professionalism in the sense of developing an appropriate manpower structure and its expertise and experience. To produce skilled banker, only theoretical knowledge in the field of banking studies is not sufficient. An academic course of the study has great value when it has practical 4

application in real life situation. So, I need proper application of my knowledge to get some benefit from my theoretical knowledge to make it more tactful. When I engage myself in such fields to make proper use of my theoretical knowledge my practical life situation such an application is made possible through internship. When theoretical knowledge is obtained from a course of study at only the half way of the subject matter internship implies on other the full application of the methods and procedure through rich acquired of subject matter can be forcefully applied my day to day situation. Such a procedure of practical application is known as internship.

To relate the theoretical knowledge with the practice we the student of BBA were assigned in the practical orientation in bank during my learner period, I was attached with the Bangladesh Commerce Bank Ltd. Mouchak Branch. The officers of this branch help me to gather some practical knowledge for various banking Functions and completed this report.

1.2 Objectives of the Study

The objectives of the study are as follows: Broad Objective The Broad objective of the practical orientation is to familiarize BBA students with the real life banking and to compare with the banking theories that we have learnt.

Specific Objective To understand the role of the banks in loans and advances To familiarize with practical banking To know the general banking practice To know how to deal with Foreign exchange To observe banker-customer relationship.

1.3 Methodology of the study

Data have been collected from two sources. There are: Primary sources of data: Face to face conversation with the bank officers and staff. Direct conversation with the client File study of different section Deskwork: During my practical orientation I worked according to the following routine Secondary sources of data: Majority of the information were collected from the secondary sources, which include Annual report of The Bangladesh Commerce Bank Ltd. Different publication of the Bangladesh Commerce Bank Ltd. Different textbook

1.4 Definitions of terms used in the study

This is a descriptive report mainly aiming to depict the General banking process of The Bangladesh Commerce Bank Limited. The data gathered from both primary and secondary sources were arranged orderly to get a clear picture of Bangladesh Commerce Banks general banking policy regarding lending process and monitoring. The study includes qualitative analysis of general banking. Based on the observational information writer also tries evaluate and analyze the problems involved in various phases of the general banking process.

1.5 Limitations of the study

There are some limitation of the study are given below: The main constraint of the study was insufficiency of the information that is highly required for the study. I carried out such a study for the first time. So in-experience is one of the main factor that constituted the limitation of the study. The duration of orientation was not enough to cover all aspects of banking for this reason is difficult to cover all functions of the different desk to make understandable

2.0 Scenario of Private Commercials Banks in Bangladesh:

Banking industry of Bangladesh comprises of four types of schedule banks, where four Nationalized Banks (NCB) are dominating. These Nationalized Commercial Banks held 46.5% of total assets of the banking sector at the end of 2001. The Number of Schedule bank in Bangladesh were 52 at the end of 2001, among them there are 4 states owned commercial banks, 5 specialized banks, 31 local private commercial banks and 12 foreign commercial banks. Five specialized banks controlled by Government hold 9.5% of total assets of banking sector. These banks provide loans in some specific areas. At the end of 2001, 30 private commercial banks (PCBs) and 12 foreign commercial banks held 37% and 8% of total banks assets.

At the end of 2001 total percentage of deposits of Nationalized Commercial Banks (NCBs), Specialized Banks (DFIs), Private Commercial Banks (PCBs) and Foreign Commercial Banks (FCBs) were 50.93%, 5.64%, 36.58% and 6.85% respectively. At the end of January 2002 the number of total branches of functioning Schedule bank is 6271, among which 2511 are in urban areas (40.20%) and the rest 3731 (59.80%) are situated in rural areas. Among the total branches of bank there are 3608 branches of Government owned commercial banks, 1331 private banks, 34 foreign banks and the branches of 7

specialized bank 1298. Private Commercial Banks (PCBs) and Foreign Commercial Banks (FCBs) are mainly operating in urban areas.

3.0 Introduction of Bangladesh Commerce Bank

Background: Bangladesh Commerce Bank Limited (BCBL) was established by the act no. I2 of 1997, passed by the Parliament of the Peoples Republic of Bangladesh. Subsequently on February 8, 1998 as per clause 7(7) of act 12 of 1997, the Government constituted an 11 member Board of Directors to organize BCBL and administer the affairs of the Bank in accordance with the Act. Bangladesh Commerce Bank Limited was incorporated on June 1, 1998 as a public limited company under the company act 1994, Banking Companies act 1991 and in accordance with the act no. 12 of 1997. The Bank formally started operation from September 16, 1999 with the slogan of A Peoples Bank with a Mission. Capital: The Authorized and the Paid-up capital of the Bank is Tk.2000 million and Tk.920 million respectively. Out of Tk.920 million, the Government contributed Tk.300 million and the depositors of former BCI contributed Tk.520 million as their equity share. The balance Tk.100 million is subscribed by 3 nationalized Bank. Commencement of Business: Having been registered with the Registrar of Joint Stock Companies (RJSC) and Firms with the prior approval of Securities and Exchange Commission (SEC) Bangladesh Commerce Bank Limited commenced banking operation with the opening of its Principal Branch at 19, Rajuk Avenue, Motijheel Commercial Area, the financial hub of the capital city Dhaka on September 16, 1999. By the end of the accounting year1999, the other 23 branches in Dhaka, Chittagong, Khulna, Sylhet metropolitan area and Bogra, Naogaon, Narayangonj started functioning. At present BCBL is successfully running operation in 25 branches with its last branch opened in Comilla. Export/Import/Foreign Exchange business is being done through our A/D Branches. We are also member of SWIFT. Import-Export, Foreign exchange, remittance related activities are performed with SWIFT.

Auditors: HODA VASI CHOWDHURY & Co. conducted audit of the Banks accounts for the years 2007 & 2008. HOWLADAR YUNUS & Co. is appointed as external auditor of the Bank for the year 2009.

Funding Structure:
Amount (corer Tk) 1218.76 198.87 3.9 9.83 1.18 0.38 124.92 1557.84

Sources of Fund Deposits Paid-up-Capital Share Capital BCI Ltd Statutory Reserve Revaluation Reserve General Reserve Others Total

Chart Title
0% 0% 1% 13% 0% 8% Deposits Paid-up-Capital Share Capital BCI Ltd Statutory Reserve Revaluation Reserve 78% General Reserve Others

3.1 Corporate Information:

Name of the Company Legal Form

Bangladesh Commerce Bank A public limited company incorporated in Bangladesh on June 01, 1998 under the Companies Act 1994, the Bank Company Act 1991 and Act 12 of 1997.

Date of Commencement Corporate office

September 16, 1999. Bangladesh Commerce Bank Ltd. Eunoos Trade Center Level-22, 52-53, Dilkusha, C/A, Dhaka-1000

Telephone

9559831-2, 9571581

SWIFTCODE

BCBLBDDH

E-mail Web page Auditors

bcblbd@bdmail.com www.bcbclbd.com M/s Howladar Younus & Co. Chartered Accountants M/s. K. M. Hasan & Co.

Tax Consultant

Fully owned subsidiary

Commerce Bank Securities and Investment Ltd. Taranga Complex, 19, Rajuk Avenue, Motijheel, Dhaka.

10

3.2 Organization Structure:

Managing Director (MD) Deputy Managing Director (DMD) Chief Executive Officer (CEO*) Senior Executive Vice President (SEVP) Executive Vice President (EVP) Senior Vice President (SVP) Vice President (VP) Senior Assistant Vice President (SAVP) Assistant Vice President (AVP) First Assistant Vice President (FAVP) Senior Executive Officer Executive Officer (EO) Principal Officer Senior Officer Management Trainee Officer Junior Officer Assistant Officer Trainee Assistant

11

3.3 Branch Information

Currently we have 27 branches around the country. By 2011, we have a target to open 3 more branches at the prime locations of the country.

01.Principal Branch 19,Rajuk Avenue Taranga Complex(Gran floor) Motijheel C/A,Dhaka-1000

02.Dilkusha Branch 16 Boliadi Mantion(1st floor) Dilkusha C/A, Dhaka-1000

03.Bangshal Branch 124,Shahid Syed Nazrul Islam Soroni North South Road,Dhaka-1100

04.Moulvi bazaar Branch 77/6 Moulvi Bazar Dhaka-1100

05. Dholaikhal Branch 23 Goal Ghat Lane (1st Floor) Dholaikhal Sutrapur, Dhaka

06.Banglabazar Branch 52 North Brook hall Road Banglabazar Dhaka

07.Zigatola Branch 25/1 Zigatola Dhaka-1209

08.Green Road Branch Hossain Tower,75 Green Road Farmgate Dhaka.

09. Mouchak Branch 93/1,New Circular Road Dhaka-1000

10.MirpurBranch Plot-28, (1st & 2nd Floor) Road No-Avenue-4Mirpur Section-1, Dhaka

11.GulshanBran PladiumMarket,CEN(c)-1 Gulshan, Circle-02 A-2, Road# 95 Dhaka-1212

12.Khilgaon

Branch 290/3, Block-A Khilgaon Railgate Nahar Tower (2nd Floor) Dhaka-1219

13. Dhamrai Branch Kayetpara Dhamrai Bazar, Dhaka

14.Tanbazar Branch 18, R. K. Mitra Road Islam Super Market,Narayangonj

12

15. Agrabad Branch 56, Agrabad C/A Jiban Bima Bhaban, Chittagong

16. Jubilee Road Branch Arfana Center (1st Floor) 182, Jubili Road Chittagong-4000

17. Khatungonj Branch SW Tower 304, Khatungonj Chittagong-4000

18. Chaktai Branch 68, Rajakhali Road New Chaktai, Bakolia Chittagong-4000

19. Dewanhat Branch 128, Sheikh Mujib Roadn Ahmed Mansion Chittagong

20. Khulna Branch 141, Sir Iqbal Road Khulna

21. Doulatpur Branch 727 Jessore Road

22. Sylhet Branch Jallarpar Road WestZindabazar,Sylhet

23. Bogra Branch 99/1-B, Borogola Bogura-5800 Road,Naogaon

24. Naogaon Branch Mohammadi Market Bangabandhu

25. Comilla Branch 35/32 Zila School Road Kandirpar, Comilla

26. Seedstore Bazar Branch(New) Hobir Bari, Seedstore Bazar Valuka, Mymensingh

27.Uttara Branch (New) House-37, Sector-07 Sonargaon Janapath Road Uttara, Dhaka-1230

28.Feni Branch (Proposed) Haji Abul Kashem Super M Kamlapatti, House# 463 Word# 17, Feni Sadar, Feni

29. Muradpur Branch (Proposed) House#73/74,Word#7 CDA Avenue, Muradpur Chittagong

30. Bijoynagar Branch(Proposed) Al-Raji..Complex House# 166/167, Word# 36 Shahid Syed Nazrul Islam Purana Paltan, Dhaka

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3.4 Bank Executives:

SL 01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27.

Name Mr. S.A. Chowdhury Dr. Muhammad Asaduzzaman Mr. M.A. Motalib Chowdhury Mr. M Ebadat Hussain Mr. Md. Shamsuddin Ahmed Mr. Md. Ghulam Nabi Mr. Sagir Ahmed Mr. Salim Hasan Mr.K.M. Ashraf Hossain Mr. Md. Abul Hossain Mr. Md. Jahangir Alam Mr. Selim Ahmed Mr. S.M. Waliullah Mr. Ehsan Ahmed Rouf Mr. Anis Uddin Ahmed Mr. S.M. Reazur Rahman Mr. H. M. Abul Kalam Azad Mr. Md. Kamruzzaman Akand Mr. Md. Shafiqul Islam Mr. Md. Idris Ali Mr. Afzal Hossain Mr. Md. Abdul Halim Mr. S.M. Alamgir Mr. Dewan Md. Moniruzzaman Mr. Md. Shahadat Hossain Mr. Ali Azam Chowdhury Mr. Md. Kabir Ahmed 14

Designation MD DMD CEO* EVP SVP SVP SVP SVP SVP SVP VP VP VP VP VP VP VP VP VP VP VP VP VP VP VP VP AVP

28. 29. 30. 31. 32. 33. 34. 35.

Mr. Mushfique Hossain Mr. Syed Akhter Hossain Mr. Md. Enamul Hoque Mr. S.M. Showkat Ali Mr. Md. Nizamuddin Mr. Md. Saiful Islam Mr. Mbdul Munim Chowdhury Mr. Md. Mahabub Morshed

AVP AVP AVP AVP AVP AVP AVP AVP

3.5 Vision Statement:

Become a bank of first choice by the customers with meaningful contributions to the society.

3.6 Mission Statement:

Bangladesh Commerce Bank Limited is committed to fulfill its customers needs and become their first choice in banking so that a sustainable growth, reasonable return and contribution to the socio-economic development of the country can be ensured with a motivated and professional work-force.

3.7 Banking Products:

Deposit: Saving Deposit Account Current Deposit Account Short Term Deposit Account Resident Foreign Currency Deposit BCBL Deposit plus scheme (DPS) BCBL Children Education Saving Scheme (CHESS) BCBL Pension Benefit Scheme

15

Term Deposit: Monthly Term Deposit Term Deposit 3 Months Term Deposit 6 Months Term Deposit 12 Months Term Deposit 24 Months

Loan &Advances: Loan Against Trust Receipt Transport Loan Consumer Credit Scheme Real Estate Loan (RES. & Comm.) Industrial Term Loan Agricultural Term Loan Lease Finance Other term Loan FMO Local Currency Loan for SME Cash Credit (Hypothecation) Small Shop Financing Scheme Overdraft

Deposits of Bangladesh Commerce Bank :

Types of Deposits Current Deposits Savings Bank Deposits Fixed Deposits Short Term Deposits Deposit under different schemes Other Deposits Bills Payable Total 16 Amount (crore Tk) 210.37 98.99 502.65 133.45 75.21 182 16.09 1218.76

600

500

400 Series1 300

200

100

0 Current deposit Savings bank deposit Fixed deposit Short term deposit Deposit under different scheme Other deposit Bills Payble

Loans of Bangladesh Commerce Bank:

Types of Loans Overdrafts General loans Cash Credit Transport Loan Loan against Trust Receipt Payment against Documents Consumer Credit Staff Loan Other Loans Loans and Advances BCI Bills Purchased Total Amount (crore Tk) 99.97 113.15 161.49 6.44 163.14 1.82 1.06 16.15 196.72 66.52 0.14 826.6 17

200 180 160 140 120 100 80 60 40 20 0

3.8 General Banking Department

The General Banking Department does the most important basic works of the banks. All other department is linked with this department. It also plays a vital role in deposit mobilization of the branch. For proper functioning and excellent customer service this department is divided into various sections namely as follows:

Accounts opening section Cash section Deposit section Clearing and collection section Accounts section 18

Dispatch section Personal and establishment section

Accounts Opening Section

This section deals with opening of different types of accounts. It is also deals with issuing of check book and different deposits book to the different accounts opener. A customer can open different types of accounts through this department such as: Current account Saving banking deposit account Fixed deposits account Monthly saving scheme Special deposit scheme

Requirements of opening an account There are some requirements have to be completed for opening an account such as:

Current Account:
Current account where numerous can be made by the accounts holders within a working day. There is no restriction on the number and the amount of withdrawals from the accounts within availability of funds.

As the banker is under this obligation to re pay this deposit on demand. No interest is paid in this A/C. Generally, current account is opened for businessmen and traders for easy transaction. But a person can open CD A/C for special purpose. Requirements for the different types of accounts holder are discussed below:

19

Proprietorship Firm: There is a different account opening form for proprietorship firm provide by the Bangladesh Commerce bank Ltd, Mouchak branch; Requirements of opening CD A/C for proprietorship are mentioned below: Trade license Seal of the firm Attested photograph(2 copies)

Partnership Firm: There is a different account opening form for partnership firm. Instruction for running an account is given in this form documents required to open these types of account as follows: Attested Photographs (2 copies) of these who will operate the account. Partnerships deed Resolution of the firm regarding account opening should be given. Trade license.

For opening every type of accounts a signature card and different register for different types of account is maintained in the bank. An account number is given in each account and the description of the account is entered in the computer:

Limited Company: A separate account opening form is used for limited company. The banks always take precautions for opening account these types of customer. Several documents are submitted by them which should be checked carefully by the bank to be legally in a safe position. Requirements to open an account as follows: Memorandum of association Article of association

20

Attested photographs (two copies each) of those who will operate the account Letter of commencement (for public ltd. co.) Letter of incorporation List of the directors and there number of there and status. Registration: the company must be registered and certificate related of this issue is obtained from the registered office of join stock company. Resolution: specimen of resolution to be passed by a limited company for opening an account the bank.

Saving Bank Deposits Account:

SB account is meant for the people of the lower and middle classes who wish to save part of their incomes to meet their future need and intended to earn to an income from their savings. Therefore, the banks impose certain restriction on the saving bank account also offer reasonable rate of interest. The cash reserve maintained by the bank against these deposits is comparatively smaller than current account.

Restriction on SB account: The number withdrawal over a period of time is limited. Three withdrawals per week are permitted but more than that no interest will be paid on rest amount for that month. The total amount of one or more withdrawals of any date should not exceed 2 25% of the balance in the account unless 7 days advance notice is given.

Fixed Deposit Account:

These are deposits which are made with the bank for a fixed period specified in advance. The banks do not maintain cash reserves against these deposits and therefore. The bank offer higher rates of interest on such deposits. These deposits generally constitute 50% or more of the total deposits. Usually customers are allowed to open this A/C for certain

21

period. The rate of interest varies in accordance with the terms and their rate of interest of BCBL Mouchak branch is as follow:

Months For below tk. One million 3 months 6 months 1 year For more than TK. One million 3 months 6 months 1 Year

% of interest rate

11.15% 11.50% 12%

12.15% 12.50% 12.75%

The amount of FDR is payable once at time. After the term of which the A/C was opened the FDR gets its maturity. The claim is then fulfilled by paying the principle amount plus interest and bank deduct the Income tax on interest amount.

Opening of FDR: There is prescribed form for opening FDR. No introducer is required for opening this A/C. A minimum amounts as determined by the H.O. is required to open such A/C.

Dormant account: Account in which no operation either deposit or withdrawal takes place for period of one year should be treated as Dormant Account. Such account should be transferred to a separate Auxiliary ledger called Dormant Account Ledger. As a measure of precautions against a fraud the specimen signature cards of all dormant accounts should be also be removed form the box of active account signature cards and kept in a separate signature card box. The first withdrawal form such account should be allowed with closing and other incidental charges and surrenders the unused checks leaves. The account should be debited for the account closing charges etc. and unused check leaves should destroyed by 22

authorized office of the bank. In case of joint A/C the application for closing the account should be signed by the entire joint A/C holder.

Procedures of Closing account:

A customer may close out his account any time by submitting an application to the branch. The customer should be asked to draw the final check for the amount standing to the credit of his account less the amount standing to the credit of his account less the amount of closing another incidental charge and surrender the unused check leaves or customer will pay through pay order. The account should be debited for the account closing charge etc. and unused cheque leaves should be destroyed by the authorized officer of the bank. In case of joint account the application for closing the account should be signed by the joint account holder

The recent changes in service charge:

Nature of the Account Current Account (Half Yearly) Savings Account (Half Yearly) STD Account Check Issuance Fee Delivery of Account Statement Current Account (Half Yearly) Savings Account (Half Yearly) STD Account Any other frequency Solvency Certificate Education File opening Service charge TK. 500/TK. 250/TK. 500/TK. 1/- per leaf Free Free Free TK 100/- per instance TK. 500/- per certificate TK. 5000/- per file

Cash Section:
There several counters work simultaneously in cash section of BCBL,Mouchak Branch. There is also some electronic counting machines by which a huge amount of cash money 23

can be counted within a few minutes. This branch also allows evening hour transaction only in case of deposit of money.

Cash Receiving Procedures: The work of cash receiving counter is examining deposit slips. Depositor will use the prescribed deposit slip supplied by the bank to deposit cash, cheque, draft, pay order, etc. In all types of deposit teller must check the following things: The slip has been properly filled up. The title of the account and its number. The amount in figure and in words is same. Instrument signed by the depositor. Date of the instrument.

After checking all these things the teller will accept cash, draft, cheque, pay order, etc. against deposit slip. The teller will place the cash in the cash drawer according to denominations. The teller will place sign and affix cash receipt, rubber stamp and return the customer.

Cash payment Producer:

Precaution In order to safe guard his position; the paying banker has to observe the following precaution before honouring a cheque: A cheque must be looked whether it is an open or crossed cheque The paying officer should see whether the cheque is drawn on his/her branch. He must see the cheque is post dated or pre dated. A teller must not pay any post dated cheque. The officer must carefully see the apparent tenor of the cheque. If it is mutilated or materially altered then the officer must not honour it. The officer must compare the signature of the cheque with the signature on the specimen signature card. 24

The officer must verify the regularity of the endorsement. The officer may allow overdue against a cheque if prior arrangement is done with the bank.

Passing the Cheque If the cheque has no defect and it is payable, the in charge will sign in the cheque affixing signature verification seal along with his/her initial and will cancel the cheque by striking it with pen. The officers will handover the payment to the appropriate payee.

Dishonour of Cheque A banker can dishonour a cheque in following situation: Insufficient fund Payment stopped by drawer Alteration required drawer signature Effect not clear in cheque Exceed arrangement in cheque Full cover not received Payees endorsement irregular/illegible/required. Drawer signature differed and required Cheque is post dated/mutilated/out of date Crossed cheque must be presented through a bank Clearing stamp required cancellation Cheque crossed Account payee only Collecting banks discharge irregular.

Deposit Section The function of the Deposit section is very important. It is fully computerized. The officer of the deposit section maintains account number of the all customers of the bank. They are used different code number for different account. By this section a depositor/drawer can know what the present position of his account is. The officer makes 25

position three types of transaction, such as: Cash Transfer and Clearing. This section performs followings tasks:

Open a new account Post all kind of transaction Provide on demand report Cheque maintained Preparation of day transactions position Preparations of closing monthly transaction position

Remittance Section:
Banks have a wide network of branches all over the country and officer various kinds of remittances facilities of public. The remittances of the funds by banks are made through different method they are: Demand draft Pay order Pay Slip Mail transfer Telegraph Transfer

Above all this service is performed by the remittance department efficiently.

Demand Draft (DD) : Demand draft is an order to pay money, drawn by Brach of bank upon another branch for a sum of payable to order on demand. A draft cannot be drawn payable to named payee. Draft may be parched. The draft is prepared with care regarding the name of the payee, the amount and office on which it is drawn. In order to ensure safety, purchaser is advised to cross they draft and bank given test number. The issuing officer send to drawer branch an advice containing the particular of the draft.

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Pay Order (PO): Banks payment order other is an instrument which contains an order for payment to the paid to effect local payment whether on behalf of the bank or constituents. In the beginning stage, PO was issued only to effect local payment of banks own obligations. But at present it is also issued only to the customer which they can purchase to deposit as secondary money of current money. The banks payments offers are in the from of receipts and issued by the joint signature of two officials. It ensures payment to the payee as the money deposited by the purchaser of PO is kit in the banks own A/C named. Payment of the instrument to be made from the branch it has been issued. It is not transferred and therefore it can only be paid to:

The pay in identification The payees banker, who would certify that the amount will be created to payees account. A person, holding the letter of authority forms the payee whose signature must be authenticated by the payee. The purchaser, by cancellation provides the original PO is surrender by him to the bank

Pay Slip (PS): Pay slip is one of kind of instrument provided by the remittance section to the applications for making payments certain sum of money to the name mentioned in the pay skip.

Mail Transfer (MT): Mail transfer is an advice regarding remittance of funds sent by one branch to another branch of the same bank, at the written request of applicants. The mail transfer contains The name of the beneficiary Address of the beneficiary Particulars of the account of beneficiary Name of the remitter 27

It is a non negotiable instrument and generally it is not handed over to the customer rather then sends through post office to the concerned branch for credit to the respective account.

Telegraphic Transfer (TT): Telegraphic transfer is the quickest methods of transferring funds form one place to another place. The remitter branch sends a telegraphic message to the others branch, to pay a certain sum of money to a named payee. Such a message is usually sent in coded language. There are two procedures should be followed for TT.

Western Union: Western Union Financial Services Inc. U.S,A. is the number one and reliable money transfer company in the world. This modern Electronic Technology based on money Transfer Company has earned world wide reputation in transforming money from one country to another country with in shortest possible time.

Bangladesh Commerce Bank has set up Representation Agreement with Western Union Financial Inc. U.S.A. as on 14th February 2006.Millions of people have confidence on western Union for sending money to their friends and family. Through Western Union Money Transfer Service, Bangladeshi Wage Earners can send and receive money quickly from over 225000 Western Union Agent Location in over 197 countries and territories world wide the worlds largest network of its kind, only by visiting any branches of Bangladesh Commerce Bank Ltd. in Bangladesh.

Clearing and collection Section:

For safety and security in financial transaction, people use financial instrument like DD, PO, Cheque, PS, etc. It the duty of Commercial banks to collect this financial instrument on behalf of their customer. This process that the banks use is known as clearing and collection.

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Clearing Section: If a cheque, PO, DD, PS of a bank comes from another bank within the range of the local clearing house it is sent for collection through clearing house to the respective branch. The BCBL, Mouchak branch deals with clearing house on like all branch within the range of the local clearing house on like of all branches with in the range of the local clearing house. It collects all kinds of instruments on behalf of customers and sends it to local office of BCBL. The local office then sent it to the respective branch for collection. It deposits all kinds of instruments to the clearing house for collection on behalf of all branches.

Essential things for clearing the instrument: There are four essential things required for clearing the instrument: Crossing seal Endorsement seal Clearing seal Signature of Authorized office

Collection Section: The clearing and collection transaction are handled in various ways: Out ward clearing cheque Inward clearing cheque OBC (Outward Bill Collection) LBC (Local Bill Collection) IBC (Inward Bill Collection)

Clearing and Collection process Various types of clearing and collection processes are briefly below:

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Outward Clearing Instruments Handling Procedures: If any cheque is deposited by any account holder which is not drawn on Dilkusha Branch (BCBL) in remittance department (Note: the cheque which is not drawn on BCBL and expected to be in process of collection of money from another bank can never be placed for Over The Counter (OTC) payment. This cheque must be placed by account of BCBL at first, in Remittance department with the deposit, the account of BCBL at first, in Remittance Department with the deposit slip. In that deposit, the account number in which the collected money will be kept, the cheque number against which the collection of money from the paying banker will be happened, the name of the accountholder, the signature of the depositor etc should be stated clearly. The process of outward clearing cheques starts from here. The sequence is as follow : Reception of cheque by the office and special to be given on the cheque. Special crossing means the crossing in which the name of national bank, Dilkusha branch is stamped. Register Entry to be given on the Outward Clearing Register. Clearing seal to be given (LBC for cheque, the money of which will be collected from bank exists in Dhaka city or local area and OBC for the cheques, the money of which will be collected from outside the Dhaka city of local area). Endorsement to be given at the bank of the cheque. The language of the endorsement is like thisCheque Sche3dule (it is the computer posting for each other posting for each outward clearing cheque)should be attached with each outward clearing along with the forwarding (it is the computer posting of the sum total of all cheques drawn on a particular bank) and be sent to the clearing house with a view to be cleared.

Inward Clearing Instruments Handling Procedures: Like the outward clearing cheque, there are some cheques, which are drawn by the account holders of BCBL and given to other parties who are maintaining account with other banks. They placed the cheques on there respective banks branch and thereby 30

come to the BCBL for collection of money. The treatments for these cheques are as follows: Verification of the position of account holder to know whether the cheque can be honoured or not Register entry in the Inward Register Book If there any returns then it should be marked separately. Sorting of various types of inward clearing vouchers is happened next: demand draft, foreign demand draft, pay slip and pay order are kept with the remittance department and some of the rest are sent to the deposit department and some to loan and advance department. Here there happens an effect on IBTA (Inter Bank Transaction Account) in account department where the particular client account is debited and the collection bank is credited by the amount of cheque.

Outward Bill for Collection (OBC): When Mouchak branch send any cheque drawn on another branch outside Dhaka city (say Sylhet Branch) of BCBL for collection on part of its account holder, then this collection procedure will be treated as OBC. OBC happens when the cheque would be drawn ob another branch of BCBL which is outside the Dhaka city. The sequence of OBC procedures is:

Reception of the cheque form account holder Seal of the Mouchak Branch to be given on the cheque, special crossing, and seal of OBC to be given in front of cheque and the endorsement to be on back of the cheque.

Entry is taken on the OBC register. IBCA (Inter Bank Credit Advise) is prepared and sent to SYLHET Branch along with respective instruments. Sylhet Branch Mouchak branch Dr. Cr.

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Dispatch to the deposit department for posting favouring the particular client account At last, it will be posted in the account department.

Account Section:
This is a very much crucial department for each branch. Records of all the transactions of every department are kept here as well with other respective branch. This department in Dilkusha Branch is basically, divided into 2 sections; one general section (for keeping all types of transaction records in register book as well as in computer) and two IBTA section.

IBTA (Inter Branch Transaction Account) Section: Inter-branch transaction happens when one client of a branch places cheques or DD to his branch (which is not branch on which is drawn) or if there comes TT or the branch send TT, then there arises arrangement of negotiation between the collecting branch and paying branch. Suppose Mr. x, deposit a cheque in his account in Mouchak Branch which was drawn on Uttara Branch, BCBL by the account holder of that branch. In this case, Mouchak Branch will acts as the collecting branch and the Uttara Branch will act as the paying branch. The journal entry would be like this

Uttara Branch Mouchak Branch

Dr. Cr

The Uttara Branch will be liable to the Mouchak Branch for payment. On the opposite side, when the Uttara Branch for collection they will show it on the Credit side of the IBTA register.

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The information which is included on the IBTA register is as follows:

Date Particulars Advice NO: OE/RE NO: Debit Amount Credit Amount Balance Initial of the concerned officer Remark

At the beginning of every month each branch has to send a summary of inter branch transaction with other branches. In BCBL there is classification of branches; such as:

Monthly Statement of IBTA Reconciliation: The senior branches have to send a summery of inter branch transaction account of particular month to its junior branches (which is known as Monthly Statement of Status of IBTA Reconciliation) and in response to the statement the junior branches have to send Reconciliation Statement to all the junior branches (which is also the summary of the particular months inter branch transaction account for that particular branch) The information, which is included in the Monthly Statement of statement of Status of IBTA Reconciliation, is follows as:

Name of Senior Branch Balance as per ledger of the reporting branch as on Balance as shown by the senior branch on the Statement as on. Outstanding as shown in Supplementary Reconciliation Schedule by the reporting Branch

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Date of Advice Debit Advice Number/Credit Advice number mentioning OE/RE Amount. Particulars

Group as mentioned in Supplementary Reconciliation Schedule by the reporting branch comments of the reporting branch. The information which is including in the reconciliation statement is as follows: There are two sides of this statement; one is created and another is debit side. On the credit side the information which are include as follows: Credit balance on statement Credit (overdrawn) ledger balance Debit (overdrawn) balance on statement Debit ledger balance Statement debits not yet credit to ledger (as listed on the supplement schedules attached) Ledger debits not yet created on statement (as listed on the supplement schedules attached) Statement credits not yet debited to ledger (as listed on the supplement schedules attached) Ledger credits not yet debited on statement (as listed on the supplement schedules attached) Total credit or debit amount.

Reconciliation statement is the statement which is sent by the junior branches (mentioned earlier) to the senior branches showing the outstanding figure. If the outstanding figure is similar to the senior branch then it is okay (both the debit and the credit side would be similar) and the reconciliation statement is sent to the particular senior branch. But if the figures differs from the junior branch finds out where there remains the problems. There may some causes for which outstanding figures may differ. In that case, the junior branch 34

sends another statement named as Supplementary Reconciliation Schedule mentioning the causes of the difference. The information which is included in the Supplementary Reconciliation Schedule is as follows: Date of Statement or Ledger entry Description Statement debits not yet credited to ledger Ledger debits not yet credited on statement Ledger credits not yet debited on statement Amount Remarks Date item closed Initial

3.11 General Section Various types of voucher come to this section from several departments (such as Deposits Department). At first, there happens register entry then these goes for computer posting.

One of the most important tasks that are performed by this section is to inform the daily deposit posting, bills payable and total loans and advances to the head office. At the opining of the working days transaction this information (previous working days) must be sent to the particular department of head office.

Computer Handling In the opening of the working day concerned officer of the general section prints out various types of statement and affairs about various transaction of the previous day, such as: Daily Statement of Affairs Cash-cum Day Book General Ledger Transaction Listing 35

Daily Statement of Affairs: This statement shows the overall position of a branch on a particular day. It holds the information on each and every particular account. This statement, first part, holds asset accounts and liability accounts. In asset side, the information regarding the following account for BCBL, Dilkusha Branch is shown as follows:
CASH AND BANK BALANCE:

Foreign currency in hand Cash in hand Stamps in hand Bangladesh bank Other bank Investment
ADVANCES:

Loans (ABCB) Loans (General) Staff House Building All Other Loans (Staff) Loans Ag. Import Merchandise Loans Ag. Trust Receipts Loans Ag. Packing credits Loans Ag. House Buildings (General) Temporary overdraft (OTD) Overdraft secured Cash Credit Inland Bills Purchased

PAD (cash):

PAD (AID/LOAN/GRANT/BARTER) Foreign Bills Parched (FBP) Local DOC Bills Purchased) 36

 PAD (Inland)

FIXED ASSETS:

Building and Property Vehicles Furniture and fixtures

OTHER ASSETS:

Stock of Stationary Suspense Account Advance Deposits Sundry Assets Clearing house
INTER BRANCH TRANSACRION CONTRA ACCOUNTS:

Bills Lodged (Local) Foreign Bills Lodged Local Document Bill purchased (LDBP) Customer Liability L.G. Customer Liability L.G. (Cash) Customer Liability L.G. (Foreign) Customer Liability L.G. (AID/GRANT/BARTER) Customer Foreign Bill Purchased (FDBP) Local doc bills Purchased (LDBP) PAD (Inland) Building and Property Vehicles Furniture and Fixtures Stock of Stationary Suspense Account Advance Deposits 37

 Sundry assets Clearing House Inter Branch Transaction Bills Lodged(Local) Foreign Bill Lodged Customer Liability L.G Customer Liability L.G (Cash) Customer Liability L.G (Foreign) Customer Liability L.G (AID/GRANT/BARTER) Liability L.C. Bill Accept EDF Customer Liability L.C. (Inland) Customer Liability L.C. (Bills Accepted) Customer Liability L/C. (EDF) Expenditure The information which is shown on the liability side of the Daily Statement of Affairs for BCBL, Mouchak branch is as follows:

DEPOSIT:

Current Account Over- used Fixed Deposit Sundry Deposit Saving Deposits Short Term Deposits Fixed Deposits Bearers Certificate of Deposits Foreign Currency Deposits Deposits form Bank

RFCD:

Savings insurance Scheme (SIS) Monthly Savings Scheme (MSS) 38

BILLS PAYABLE:

Payment Order Issued Pay slip issued DD Issued Foreign

INTEREST SUSPENSE ACCOUNT:

Interest Suspense Account

ADJUSTING ACCOUNT CRADIT:

Adjusting Account Credit Borrowing from banks Bangladesh Bank Other banks
INTER BRANCH TRANSACTION:

Inter Branch Transaction

CONTRA ACCOUNT:

Inland Bills for Collection Foreign Bills for Collection Foreign Document Bills for Collection Bankers Liability LG Bankers Liability CC (Cash) Bankers Liability for LG (Foreign) Bankers Liability LG (Foreign) Bankers Liability CC (AID/GRANT/BARTER) Bankers Liability LC Bills Accept EDF Bankers Liability LC (Inland) Bankers Liability LC (Back to Back) Bankers Liability LC (Bill Accepted) Bankers Liability LC (EDF) Income 39

TOTAL: At the end of the first part there are some other information as well; such as: Total deposit Bills payable Total advances Number of current account Number of saving account Number of FDR Number of loans and advances account Number of SIS (Savings Insurances Scheme) Accounts. Number of MSS (Monthly Saving Scheme) account Number of other Account

In the second portion of the Daily Statement of Affairs there is some other information. In Debit side the following information are include: Assets or Liability with other banks Amount of overdraft Secured Loans (particular) Head-wise Amount of Various Cash credit Head-wise Amount of Various Fixed Assets Head-wise Amount of Suspense Account Head-wise Amount of Sundry Assets

In credit side the information which are as follows: Head-wise Sundry Deposit Amount Sundry Creditors Account FCBPR (1 and 2) Margin on LG Margin on Export Bill (LBCBP) Export Bill (LA) and Others

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Cash-cum Day Book This statement shows the position of Cash receipts and disbursement, payment and receipt by clearing and transfer payment and receipt by clearing and transfer payment and receipt transfer. It holds debit and credit side. It also shows the total number of vouchers . This is a consolidated statement of all accounts where total amount are is shown against the particular account head. The accounts which are shown in particular column are as follows: Current Deposit Account Sundry Deposit Account Savings Bank Deposits Short Term Deposits Fixed Deposits Payment Order Issued Pay Slip Issued Loans against Pickings Credit Overdraft Secured Cash Credit Inland Bills Secured PAD (Cash) Foreign Bills Purchased (FBP) Local Document Bill Purchased (LDBP) Sundry Assets Inter Branch Transaction Expense Account Income Account Besides the above information there are also others in the statement; such as: Debit and Credit transaction-amount of Cash Debit and Credit transaction-amount of Transfer Number of Debit and Credit Voucher

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General Ledger General Ledger is the statement that shows the net difference between the previous days Balance and present days balance of each account of assets and liabilities for the branch. It contains account number; head-wise account name, previous days balance amount, present days debit and credits balance and net difference amount between previous days balance and present days balance.

Transaction Listing It is the Document of every days head wise transaction with particular account suppose, Mr. X is a cash credit (general) account holder, and Mr. Y is also account holder, if the same types of credit they both made transaction. In this case, the transaction listing would show both the transactions with the transaction number, account number, account heading , the amount of the transaction etc . Each and every bit of activity of the branch is reflected here .This statement shows the following information. Voucher number. Types of transaction(whether it is depositing transaction or withdrawal transaction) Code number of the transaction Whether the Transaction is Debit credit balance and the amount ID number. Transaction number. Account number. Heading of the account Particulars of the account

Statements that are by Account Department the Head Office: The account Department has to send its various to the hand Office such as Daily statement Weekly Statement 42

Monthly Statement Brief description every about this statement is as follows:

1. Daily statement: In this statement every branch has to send its every day last resources position to its Head office.

2.Weekly Statement: In weekly statement every branch sends all the particulars of two types of deposit. Time Deposit Demand Deposit

3. Monthly Statement: Every branch has to send monthly statement to the Head Office in earlier past of the

Month. In this statement there are all particulars of every accounts, how income the branch is generating, how much expenditure they are making, how much loans and advance they are providing to the parties, how much recovery has been achieved, how much loans and advance they are providing to the parties, how much recovery has been achieved, how much loans has stacked-up, how much deposit has been collected, what is the performance of the branch, etc. are include in the monthly statement.

Dispatch Section The literal meaning of the term Dispatch is to send away hastily/quickly or to receive an official message. There are two types of dispatch maintained by the dispatch section. Dispatch of Letter Dispatch of Telegram For convenient of the work dispatch for letter has been classified into two groups mainly: Inward Mail Outward Mail 43

Outward mail is again classified into: Ordinary Letter Registered Letter/Registered Parcel Each branch will maintain a deposit account with the local telegram office to which the amount of initial deposit will be paid by debiting to the charge Account under advice to account division where a record of all such deposit paid by branches are maintained. The receipt for the deposit will be recorded in the branch document register and retained with other documents.

3.9 SWOT Analysis:

The Banks strength and competitive capabilities can be shown by the SWOT analysis. The SWOT analysis is grounded in the basic principle that strategy-making efforts must aim at producing a good fit between a company's resource capability and its external situation.

SWOT Analysis

Identify resource and

Company strengths competitive

Identify resource

Company

Identify companys

the

Identify threats

external to the

weaknesses competitive deficiencies.

and

market opportunities.

companys future business prospects.

capabilities.

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The SWOT analysis of Bangladesh Commerce Bank Limited is as follows:

Potential Resource Strengths Good reputation with high image. Strong financial base to grow the business. Better service quality relative to rivals. Newly recruited marketing executives. Employee turnover is lower than that of its rival. Reasonably well trained man power.

Potential Resource Weaknesses Limited geographic coverage Conservative approach for providing loans and advances. High cost of fund Long hierarchy Time consuming decision making process

Potential Company Opportunities Opportunity to expand geographically within Bangladesh. Taking advantage of emerging new technologies in Banking, especially online ATM, Internet Banking, etc Market for sophisticated and improved service providers Expanding the banks financial product line to meet a broader range of customer needs. Faster fund disbursement Customer loyalty Borrowers are trustworthy Opportunity to take market share away from rivals by offering new innovative product or services.

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Potential External Threats Entry of new commercial banks, leasing companies and merchant bank etc. they all are competitors. Competitors are offering innovative new product and services regularly. Matching them is really hard. Costly new regulatory requirements. Limited branch networking Strong presence of International banks Govt.s plan to raise the reserve requirement Growing bargaining power of customers. Devaluation of local currency.

3.10 Conclusion:
From the overall study of Bangladesh Commerce Bank Limited, it can be concluded that, excellent results of the past years have reaffirmed the organizational preparedness to meet the challenges buoyantly. The bank is aware of its commitment to offer Excellence in banking service to its customers and shareholders, as the bank is confident that it will deliver it. The bank is looking forward to launch a state-of-the-art technology to automate the whole banking and transaction system. This will allow all the connected branches to share information. Besides this, to manage the Credit Card and ATM operations, the Bank has created a card division. It deals in marketing of cards, research and develops innovative ideas to improve services, support branches with customer queries. Bangladesh Commerce bank is also working on centralizing customer information system. In order to implement this system Bangladesh Commerce Bank is reviewing various reputed banking solutions and its features. The profitability and productivity of the Bank shows a positive trend to indicate the sound financial condition of the bank. With better management capability and improved administrative support in place, the bank should poise not only to retain its present performance but also to make further improvements in future.

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3.11 Action Plan of the BCBL:

Now some action plan based on the problem of the study are given below. In cash department to ensure more prompt service and to reduce risk an electronic scanning machine should be installed to verify signature on the cheques. The officer of front desk should well mannered and of pleasing personality. They should be more professional in their work. The officers of the different department should be well trained. The organisation could arrange training program for them in their training institute. Out-station cheques and instruments should be sent for collection on the same day by registered post. In case of instruments received for collection form out station branches, payment should be effected by the following working day. Intermission/advice thereof should be communicated promptly. Balance confirmation on quarterly basic must be sent to CD/SB Account holders. Statements of account and passbook, if requested for, must be provided to clients. Counter should be neat clean and counter personnel should be smart, tidy and well groomed. When the customer approaches bank personnel with a problem, which is actually related to him, the customer should not be avoided. Rather he should be guided to the relevant person. Special emphasis must give for collecting credit report and status of the borrowers when loan exceeds more than fifty thousand. Strict supervision must be adopted in case of high risk borrowers. Time to time visit to the project should be done by the bank official. All the PCs should be modernized.

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4.0 Practical Experience Gathered Through Doing Internship:

This report is based on practical working experience at The Bangladesh Commerce Bank Limited as a part of internship program. The Bangladesh Commerce Bank Limited is a scheduled Bank under private sector. The Bank started commercial banking operations since inception. The main function of the bank is intermediation i.e. collecting funds from the surplus units of the economy in the form of deposit and mobilizing deposit to the deficit units of the economy in the form of credit. In internship program course students have to prepare an internship Report at the end of the semester .This term paper based on activities of the general banking system in Bangladesh. The report is prepared on Practical Orientation in general banking system. I try to highlight the activities that performed by Bangladesh Commerce Bank Ltd. Mouchak branch and also the activities of whole Bangladesh Commerce Bank Ltd. I try my best to highlight every department of different activities that I learn during the preparation of the report. But there is some limitations collect the brief information about each and every department. Here I show the history and background of BCBL its corporate social responsibility and most of the activities of general banking system.

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5.0 Findings:
The location of the BCBL, Mouchak Branch is quite awkward for deposit mobilization, and the external appearance is not that much attractive. Though the space of the branch is much extended, so different function can be done very easily but I think the overall decoration of the entire branch is necessarily to be reconstructed for attraction actual and potential customers in competitive market. Accounts opening department is required to be well furnished with modern desk and computers. Most of the officers, who work with computer, are not so well trained. If sometimes any problem arises they take time to overcome it. Payments against instructions are faster. Front desk needs another permanents officer to perform the job quickly. The bank use software named Flora office which is good but it need lots of improvement better and provide faster service to the customer. Though the bank personnel are very busy with their own activities, even then I found them quit co-operative while completing this report.

6.0 Conclusion:
I was authorized to prepare a report on General Banking of Bangladesh Commerce Bank Ltd. for partial fulfillment of my course requirement. I choose Bangladesh Commerce Bank Limited, Mouchak branch due to convenient where I worked as an intern for threemonth period. This report has been prepared based on my practical experience on the day-to-day banking activities. This is a great experience for me to have exposure in the practical field.

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6.1 Recommendations for further researchers:

For the purpose of the study data and information have been collected from both primary and secondary sources. The relevant information collected from primary sources is collected in an informal way. My work experience in Bangladesh Commerce Bank Ltd. helped me a lot. Besides this, regular conversations with many Bangladesh Commerce Bank officials, suggestions from personnel of Bangladesh Commerce Bank Ltd. official meetings, presentations are the sources for primary information. The secondary sources for data and information collection were published annual reports, monthly financial newsletters of Bangladesh Commerce Bank, Bangladesh Bank report and websites of Bangladesh commerce Bank Ltd.

6.2 References:
Bangladesh Commerce Bank, Mouchak Branch . Head office of Bangladesh Commerce Bank Ltd. Annual Report of Bangladesh Commerce Bank Ltd. www.bcblbd.com

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5.1 Appendix:

Bangladesh Commerce Bank Limited Highlights of the Overall Activities of the Bank For the Years 2010 and 2009

Sl. No. 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22

Particular Paid up Capital Total Capital Surplus/(deficit) Capital Total Assets Total Deposits Total Loans and Advances Total Contingent Liabilities and Commitments Advances Deposits Ratio (%) Classified Loans to Advance Ratio (%) Profit After Tax and Provision Classified Advance Provision Kept against Classified Advance Surplus/(Deficit) Provision Cost of Fund (%) Interest Earning Assets Non Interest Earning Assets Return on Investment (ROI)% Return on Assets(ROA)% Income from Investment Earning per share Profit per share Price-Earnings Ratio (Times)

2010 1988742800 2237842232 237842232 15578360165 12187614460 8266020064 802832032 79.73 13.18 63308582 1068041000 367105466 (341092757) 8.22% 7197979064 6908059378 12.14 0.41 178700106 3.18 3.18 31

2009 920000000 1081485479 (918514521) 9427819490 7604975266 6256201680 378546540 86.83 23.74 41306097 1485066353 278848334 (605937769) 9.92% 4771135327 3946625091 10.11 0.44 71751529 4.49 4.49 22

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