INTERNSHIP REPORT

ON

“GENERAL BANKING ACTIVITIES AND MANAGEMENT STANDARDS

OF JAMUNA BANK LIMITED: AN EMPIRICAL STUDY”

SUBMITTED TO:

Dr. Moniruzzaman

Professor,

Department of Management Studies

Jagannath University, Dhaka

SUBMITTED BY:

Md. Shamsul Islam

ID-M130202194

Department of Management Studies

Jagannath University Dhaka

Date of Submission: 12th

November, 2015

(This paper has been prepared for submission to the Department of Management Studies,

Jagannath University, for MBA internship program)

INTERNSHIP REPORT

ON

“GENERAL BANKING ACTIVITIES AND MANAGEMENT STANDARDS

OF JAMUNA BANK LIMITED: AN EMPIRICAL STUDY”

SUBMITTED TO:

Dr. Moniruzzaman

Professor,

Department of Management Studies

Jagannath University, Dhaka

SUBMITTED BY:

Pronoto Das Gunjan

ID: M130202158

Department of Management Studies

Jagannath University Dhaka

Date of Submission: 12th

November, 2015

(This paper has been prepared for submission to the Department of Management Studies,

Jagannath University, for MBA internship program)

Acknowledgement

At first I would like to express my gratitude to Almighty God and My Parents who has given me

opportunity to go through the total process of internship and to write a report in this regard.

I would like to take the opportunity to express my gratitude to my Internship Advisor, Professor

Dr. Moniruzzaman, Chairman, Department of Management Studies, Faculty of Business

Administration, Jagannath University, whose direction, guidance and support helped me a lot in

writing this report.

It was a great pleasure for me to work in Jamuna Bank Limited (Dilkusha Branch) as an intern. I

thank all the employees for being friendly and cooperative. I was taught lots of important things

through-out my internship career because of their proper attention and co-operation.

My deepest appreciation and special thanks goes to Md. Mofazzal Hossain Senior Executive

Vice President, Mr.Mosleh Uddin, First Executive officer, Mr. Toffazel, Mr. Rabbani, Mr.

Mridul, Mr. Lutfor, who helped me a lot during my Internship days with valuable advices,

guidance and necessary information.

At last I must mention the wonderful working environment and group commitment of this bank

that has enabled me a lot deal to do and observe the banking activities during my internship

period of three months. Finally I convey my sincere thanks to my friends who inspire in

different ways to complete the report and the course as well.

Executive Summary

Professional Degree like MBA requires Internship for in-depth practical knowledge in an

organization. I have conducted my internship at Jamuna Bank, Dilkusha Branch, a Financial

Institution. It was a three month period.

I have worked at the bank as a full time employee but unpaid, though I gained hand on hand

experience of clearing and accounts opening department. Where I will work and what I will do

was totally dependent on the Supervisor of the bank. But, What I have observed was in my

control.

I consciously observed the Branch’s activities, Attitudes of Employees, Facilities of the Branch,

Customer Complaints, and Services. Then I assumed the Branch as a Sample, and The Bank as a

Population. Using Total Quality Management measures and Statistical tools I have scrutinized

the branch’s management standards, internal and external customer satisfaction.

For this study I collected data from authentic sources, and interpret them as a basis for future

courses of research and performance up gradation of the bank.

Chapter Two: Overview of Jamuna Bank Limited

Chapter One: Introductory Issues

Chapter Three: General Banking Activities of JBL

Chapter Four: Findings and Analysis

Chapter Five: Internship Experience

Chapter Six: Recommendations and Conclusion

Table of Contents

Serial Chapters Page No:

1 Introductory Issues 1-7

1.1 Introduction 1

1.2 Literature Review 2

1.3 Research Objectives 6

1.4 Research Methodology 6

1.5 Limitations of The Study 7

2 Overview of Jamuna Bank Limited 9-14

2.1 The Bank 9

2.2 Vision 10

2.3 Mission 10

2.4 Strategy and Priorities 10

2.5 Objectives 11

2.6 Values 12

2.7 Products and Services 11

2.8 Deposit Schemes 13

2.9

2.10

Credit Schemes

Overview of Other Products and Services

13

14

3. General Banking Activates of JBL 15-28

3.1 General Banking Activities 15

3.2 Account Opening Section 15

3.3 Accepting of Deposit 15

3.4 Opening An Account 16

3.5 Activities and Papers Necessary for Opening An

Account

17

3.6 Issuing Cheque Book To The Customers 19

3.7 Procedures and Issuance of Cheque book to the

Customers

19

3.8 Closing The Account 20

3.9 Dishonor of Cheque 21

3.10

3.11

3.12

3.13

Clearing Section

Money Transaction

Accounts Department

Cash Section

22

24

26

28

4 Findings and Analysis 30-28

4.1 Cross Table Analysis of Qualification Model of

Work Process

29

4.2

4.2.1.1

4.2.1.2

4.2.2

4.2.3

4.2.4

4.2.4.1

4.2.4.2

4.2.4.3

4.2.4.4

4.2.5

Management Standards of JBL

Leadership

Business Ethics

Customer Satisfaction

Employee Engagement

Continuous Process Improvement

Juran Triology

PDCA Cycle

KAIZEN Philosophy

Six Sigma

Benchmarking

30

30

31

32

33

34

34

35

35

36

36

4.2.6

4.2.7

4.2.8

4.2.9

4.2.10

Information Technology

Quality Management System

Environment Management System

Quality Function Deployment

Use of Management Tools

37

38

38

39

39

4.3 Cross Table Analysis Of Firms Strategic Planning

And Commitment With Significance

40

4.4

4.4.1

4.4.2

Hypothetical Analysis

Analysis of Hypothesis of Customer Satisfaction

Analysis of Hypothesis of Employee Satisfaction

42

42

44

5

5.1

5.1.1

5.1.2

5.1.3

5.1.4

Internship Experience

Internship Experience

Internship Positions Duties and Responsibilities

Account Opening Department

Performed Activities

Accounts and Clearing Department

46

46

46

46

47

6

6.1

6.2

Recommendations and Conclusions

Recommendations

Conclusions

49-50

49

50

References 51

Appendix 53