OB Bank Alfalah Project Pakistan

Executive Summary

The term report is an essential part of the course, Organizational behavior because through this students come to know the real difference between theory and practice and they are also introduced to the outside business world. An important requirement of this study program is to compile a report about the activities of that organization in which the student has studied the organization behavior.

We have studied organizational behavior in Bank Alfalah Limited. This report provided us great opportunity to equip ourselves with knowledge, techniques, application and tools used in an organization.

The report covers various features of knowledge. It starts with the brief history of Bank, covers current status, mission statement, vision statement, slogan, subsidiaries & associates, performance.

The major portion of this report explains the organizational  behavior of Bank Alfalah.

Division of departments and their activities highlights the working of Bank Alfalah and our learning experience elaborates how much these visits were useful for me. Financial analysis represents the true picture of the performance of Bank. Concluding the report there are certain recommendations and suggestions for the bank in order to have improvements.

The source of information for the preparation of report includes the written notes extracts from banking literature and verbal discussion with bank officials.

We hope this report will help in understanding various aspects and features of Bank Alfalah Ltd. and will be equally important for business administration students and persons making future banking.

Organizational Background

Brief History of Bank Alfalah Limited

The history of Bank Alfalah Limited dates back to September 21, 1972, when Bank of Credit and Commerce International (BCCI) was incorporated in Luxemburg.

BCCI's conception, growth, collapse, and criminality are inextricably linked with the personality of its founder, Agha Hassan Abedi. A source of capital, $2.5 million, which Abedi ultimately obtained from Bank of America, supplemented by another $500,000 from Sheikh Zayed of Abu Dhabi. After the successful operation in almost 69 countries of the world, because of international conspiracy, BCCI had to stop its operations on July 5^th, 1991.

After that, the branches of BCCI in Pakistan were taken over by The Ministry of Finance and State Bank of Pakistan In July 1991. All the branches were emerged in Habib Bank Limited after valuation of its assets for 15 million dollars. The branches worked with Habib Bank Limited from 14 March 1992 to 31^st October 1992.

Habib Credit Exchange Bank (H.C.E.B) was privatized on July 7, 1997. Abu Dubai based Al-Nahyan group took over 70 % shares and management of H.C.E.B. Foreign investors of UAE and highly professional Pakistani bankers were included in Al-Nahyan group.  The government decided to sell 10% shares to employees and the remaining shares were privatized through the stock exchange in July 1997.

After stage of privatization, H.C.E.B lost its identity and a new identity of Bank Alfalah Limited was established on February 25, 1998. And with this, a challenge was launched and that challenge was to transform this bank into a highly professional, most efficient & service-oriented institution.

Prologue to Bank Alfalah limited

From the very outset, bank Alfalah Limited has concentrated on excellence and precision in banking practice and has consequently been redefining industry standards.

Bank Alfalah Limited was incorporated on June 21^st, 1997 a Public limited under the Companies Ordinance 1984. In November 1^st, 1997 it started its banking operations. It started commercial banking and providing banking services as defined in the Banking Companies Ordinance, 1962.

At its commencement in 1997 Bank Alfalah Limited faced tough competition from established banking giants. But due to focus on objectives, hard work and dedication Bank Alfalah has succeeded to get a huge market share and now serves as a benchmark for financial institutions.  Bank Alfalah Started with only 3 branches but today, the Bank has expanded network of 215 and is operating through an expanded network of above 215 branches across Pakistan, facilitating access to high quality banking service for all. Its registered office is situated at B.A.Building, I.I.Chundrigar, Karachi.

The product portfolio of Bank Alfalah Ltd. like Royal profit, Royal Patriot, TCs, MoneyGram, Credit Card, Hilal Card, Car Financing and Leasing, Malkiat Finance, Karobar Finance, Home Finance, Zarie Sahulat,  Lockers and numerous accounts are the symbols of quality innovations.

Vision Statement

“To be the premier organizations operating locally and internationally that provides the complete range of financial services to all segments under one roof”

Mission Statement

“To develop and deliver the most innovative products, manage customer experience, deliver quality service that contributes to brand strength, establishes a competitive advantage and enhances profitability, thus providing value to the stakeholders of the bank.”

Slogan

Taking “Service Excellence” To New Heights

Helping you realize your dreams

The Caring Bank

Division of Bank Alfalah:

Bank Alfalah has two divisions:

1.      Islamic Banking Division

2.      Conventional banking division

Subsidiary companies

Subsidiaries are those companies in which the bank directly or indirectly controls beneficially owns or hold more than 50% of voting securities or otherwise has the power to elect and appoint more than 50% of its directors.

The bank has following subsidiaries:                                      Percentage of shareholding

1.      Alfalah Securities Private Limited                                          76 percent

2.      Alfalah GHP Investment Management Limited                    56 percent

Associate Companies

Associates are those companies in which the bank directly or indirectly owns or hold more than 20% of the voting securities beneficially and/ or has the ability to exercise significant influence or their financial or operating policies of the investee.

The bank has following associates:                                         Percentage of shareholding

Alfalah Insurance Limited                                                                  30.00 percent

Alfalah GHP value Fund.                                                                   25.00 percent

Wateen Telecom Private Limited                                                       20.00 percent

Warid Telecom Private Limited                                                          16.38 percent

Islamic Banking

The aim of Bank Alfalah is to be number one Islamic financial institution in Pakistan. Bank Alfalah’s Islamic Banking Division is the second largest Islamic institution in the country at the moment. Bank started Islamic operations through 5 branches only which have expanded across Pakistan in 10 cities with 23 operational branches. Islamic Banking Division is posting a handsome profit. Alfalah Islamic banking offers the largest product range available with any Islamic banking institution in Pakistan, including, but not limited to Ijarah, Murabaha, salam, Istisna and Musharka with Riba free term certificates, Alfalah Home Musharaka, Ijara financing and Murabaha financing as their best selling products.

Performance of Bank Alfalah Limited

Any financial institution’s performance is directly impacted by the influence of various external factors. The positive and dynamic interplay of economic, social and political factors translated into higher performance for the bank. In comparison with the governmental policies and institutional regulations, the bank is consistently having a great success. Now in tenth year of operations Bank Alfalah is on the path of strategic excellence. The smooth working of Islamic Banking Division according to Islamic Sharia is a great success. The expansion of branch network shows its growth in the tough competition. The expansion program, increasing profitability and heavy investment in IT are the indicator of strong financial position, high profitability and quality services.

Financial Performance

Bank Alfalah continues to grow in a robust manner amidst considerable volatility in banking industry.  The bank is striving to prosper in term of financial returns and the value it continues to provide its shareholders especially when tighter spread our exercised and margins are compressed due to high interest rates as our tool to curb inflationary pressures.

The profit before provision and taxation of bank for the year stood at Rs, 3.264 billion. Advances portfolio showed a figure of Rs. 149.999 billion.

Strategic Focus and Network Expansion

The increased challenges in the banking industry and the acute necessity to meet burgeoning expectations of the customer to be served all over Pakistan has compelled Bank Alfalah to reach out to those entire customers who have been in need of premier banking products and facilities. Bank Alfalah Ltd has successfully broadened its purview of operations to attain massive coverage all over the nation to deliver excellence through its state of the art branches and customer service centers. The expending network of ATMs and branches has increased to 215. They have also taken foreign branch network to 6 branches in the meanwhile they are targeting various locations particularly the South East Asian and Middle Eastern region to acquire strategic advantages of operations and to reach Diaspora of South Asian and Middle Eastern Immigrants living abroad.

Credit Rating

PACRA, a premier rating agency of the country, has rated the bank ‘AA’ (double A), Entity Rating for long term and A1+ (A one plus) for the short term. These ratings denote a very low expectation of credit risk, strong capacity for timely payment of financial commitments in the long term and by highest capacity for timely repayment in the short term, respectively.

Goals and Objectives

The mission statement apprizes the following goals and objectives of Bank Alfalah Ltd.

      Protection of Depositors Fund

      To maintain competitive edge in quality banking

      To become one of the leading financial institution

      To increase its market share

      To have central place in competitive market.

      To facilitate its customers with new innovative quality products

      To give special care to its customers

      To increase profitability without sacrificing liquidity

      To keep on improving performance

      Efficient fund and Efficient Risk Management

Organizing

“Organizing is OB function that involves determining what tasks are to be done, who is to do them, how the tasks are to be grouped, who reports whom, and where the decisions

are to be made.”

FUNCTIONS OF BANK ALFALAH

DIVISIONS OF Bank Alfalah Limited

In order to perform all its functions, the Alfalah Bank of Pakistan has made some divisions, which perform some specific functions. Following are the divisions:

 

1.      Credit Division

The main function of this division is to make the credit policies, and also to do credit ceiling, which means the max amount of credit that can be given to a certain client. This division also looks for the agricultural and small loans. It also considers the cases of right off i.e. bad debts.

 

2.      Corporate Credit Division

The major function of this division is to handle the big loans and industrial financing, I.B.R.D. It also does the evaluation of credit ceiling policy devised by the credit division.

 

3.      International Division

This division has to look after the administration of Alfalah Bank of Pakistan outside Pakistan. It takes care of all the affairs about the advances given outside, the management of the branches of the bank outside Pakistan, the posting of employees outside Pakistan etc.

4.      Recovery and Litigation Division

This division comes into operation when recovery of advances given becomes difficult or impossible. It is the job of this division to decide whether to go court against the client or not.

 

5.      Audit and Inspection Division

The major function of this division is to carry out the inspection of rules and policies. It also inspects the books of accounts, whether they are kept correctly or not.

 

6.      Administration Division

This division consists of two wings the personnel wing and establishment wing. The personnel wing concerns with employee welfare and administration. It looks after things like rules relating to the administration of employees, the medical bills etc. There is also a disciplinary cell, which is for punishments if an employee does something wrong. The establishment wing has a main function of controlling the debt stock i-e furniture, transport facility, stationary, sports portfolio, security arrangements, and staff welfare.

7.      Research corporate Planning and Human Resource Development Division

Their main job is to do human resource management for the purpose of resource development there are four staff colleges of BAL in Pakistan. They train employees outside organization and also outside the country. Alfalah Bank of Pakistan staff collages trains executives’ employees, officers and other staff. They have their own staff and also engage faculty from Punjab University and LUMS.

 

8.      Engineering and Maintenance Division

The job of this division is maintenance of buildings, construction of projects, project designing. The head of this division is an engineer who has designation of executive vice president.

 

9.      Finance and Investment Division

It looks after the accounts, investment in resources and decides where to allocate the surplus funds.

 

10.  Customer Services Division

The main job of this division is to manage the opening and closing of branches, Islamic banking policy. Also, there is a complaint cell where the customer makes the complaints if they are not treated well. This division also accepts Hajj applications. This division is very important as it directly related to the customers who are the ones to make the deposits, which the bank re-invests.

 

11.  Business Promotion and Marketing Division

It concerns the marketing and selling of the policies and interest rates of Bank Alfalah Ltd. of Pakistan through advertisements on television or in the papers etc.

 

12.  Law Division

This division consists of an executives committee and an Evaluation committee. Their job is to evaluate documents and to provide the legal opinion to recovery and litigation division.

 

13.  Computer Division

This division does data processing through computers and develops control systems.

All these divisions perform their functions through the branches and they are located at the head office in Karachi.

Organization Structure

The organizations structure is relatively flat

At Bank Alfalah, they said, “Good OB is a scarce resource, therefore an organization, no matter how potentially valuable is worth no more than the quality of its management.”

While my visit to Bank Alfalah i observed that no job is more vital to our society than that of the manager. It is the manager who determines the “organizing” process. In an organizations sound structure is a pre-requisite for organization effectiveness.

Bank Alfalah, besides being the most rapidly expanding Bank in the market, is also the choice of many career-focused individuals since it offers some of the following benefits:

• Stability of career
• Tremendous Growth Opportunities
• Extensive Training & Development Program
• Motivating Work Environment
• Attractive Salary Packages
• Nurturing Culture

Bank Alfalah used to have a centralized Human Resource Department but now it has been split into two regions namely South and North.

The areas in the North Region include;

Lahore (Shahdin Manzil, Gulberg, LDA, Cantt.), Kasur, Islamabad, Rawalpindi, Multan, and Faisalabad.(PUNJAB)

                                 

The South Region covers;

Karachi, SITE, Cloth Market, Korangi, Hyderabad, Quetta etc.

(SINDH, NWFP, BALOSHISTAN)

 Human Resource Management

The bank’s Human Resource Division is actively involved in implementation of policies and programs geared to enhance the quality of work life of its team members. For this purpose adequate attention is given to all facets of Human Resources Management.

The Training and Development Centers remain at the helm of imparting training and related skills, not to only fresh recruiters but also existing employees. They have in place the state-of-the-art Training and Development Center both in Lahore and Karachi for equipping the personnel of the Bank Alfalah with tools that help carve a brighter future. Our corporate philosophy in this regard is that training is indispensable in not only enhancing organization effectiveness but also individual’s job satisfaction.

The training center actively organizes several in-house courses and conducts training of Management Trainee Officers (MTO) batches in Lahore and Karachi simultaneously, who upon completion of training, are placed in branches and Head Office divisions. In addition to this, the Training and Development Centre has trained many specialized, product specific Bath Trainee Officers and Business Development Officers.

Human Resource Department is responsible for:

• Planning
• Recruitment
• Selection
• Socialization/Orientation
• Training
• Placement
• Performance Appraisal
• Transfers
• Compensation
• Motivation
• Abiding by equally employment opportunity laws etc.

HR PLANNING

All Units/Branches of the Bank systematically forecast their future staffing requirements of competent high quality staff. Such forecasting is done in the month of OCT/NOV each year.

Requirement of additional staff is intimated to HRD through Area Manager’ officer and in the case of Head Office Divisions/Departments, through the concerned Executive In charge’s office.

Staff hiring may be done in batches, in small group on individually.

The management of the Bank may, at its discretion, employ expatriate. The bank comply provisions of the Emigration Ordinance/Law when hiring such employees.

The hiring process starts from filling out a “Staff Hiring Form” which entails the reason for hiring i.e. due to expansion, replacement etc.

Secondly, it shows the financial position of the branch which needs to hire employees. This is done to analyze the performance of that branch and to see whether it really requires additional people or not.

In this stage, a detailed study is made, analyzing the organization chart and depicting that what are the key positions and which ones need to be filled or requires more personnel.

Once the analysis is done, the respective Branch Manager fills out an “Appointment Proposal Covering Sheet” which tells whether the recruitment is to be made as an addition or as an addition. Here one very important factor is kept in mind that the recruitments are made under the budgeted figures for the year.

Then the proposal is signed the by authorized Branch Manger and the Area Manger and the recruitment process is initiated.
Recruitment

Individual hiring is to be done from time to time when a branches or unit has a need to induct add replacement of outgoing staff.

MINIMUM ENTRY REQUIRMENTS

• Minimum entry requirement for employment in Bank Alfalah Ltd is graduation. In officers from a recognized university of home country or abroad. However condition of graduate waived by competent authority to suit the requirements of the Bank.
• Persons deputed by “External Service providers” must possess matriculation or higher degree. However condition of matriculation may be waived by competent authority to suits the criteria of the Bank.

RECRUITMENT & SELECTION PROCESS

 

 

Recruitment in Bank Alfalah is carried out through the following three streams of candidates:  Batch Trainee Experienced Professionals Based on requirements of experienced staff, Bank Alfalah also recruits talent from the marketplace. Bank Alfalah offers competitive salary / benefits to worthy professionals at all levels who wish to join hands with one of Pakistan's fastest growing banks. From time to time, positions of experienced bankers become available in the following areas: Banking Operations Trade Finance Credits Sales

Training and Development

Bank Alfalah’s management believes in developing the potential of its employees to the fullest extent. Training & Development Center of the Bank is housed in custom-built, state of the art facility on the 4th floor of the Head Office building at Karachi. The center is responsible for providing multi-level high quality training programs for all staff members in the following areas:
  Consumer banking operations

  Credit marketing & credit proposals

  Credit administration/documentation

  Trade finance operations

  Marketing & selling skills

  Customer service skills

  Performance appraisal skills

  Time management & personal effectiveness

Department is unable to provide focused training for certain groups of staff, reputable external training providers are invited to fill the gap.

It is obligatory for each staff member of the bank to attend at least one training program.

At the time of induction, it is mandatory for all employees to undergo an extensive on the job training for one month in a successful branch.

Bank Alfalah has recently built its own training center in Lahore, which is located in Garden Town. It is used for all sorts of employee training, thus saving costs of sending employees to Karachi where they initially had their TDC (Training & Development Center).

Performance Appraisal

Bank Alfalah’s performance appraisal system is based on a combination of “MBO” and enabling factors’ approaches, under which 50% weight age is assigned to performance goals discussed and laid out in the beginning of the year another 50% weight age is assigned to enabling personality factors, which are clarified to all employees by their supervising officers at the start of each year.

Objectives of performance appraisal:

1) Improving the performance of the bank and its staff members. Laying a solid foundation for relationships between staff and management

2) Clarifying performance targets for all.

3) Using the process for career planning and professional development of staff.

4) Review of salary, assignment and career path.

FACTORS WHICH EVALUATE PERFORMANCE APPRAISAL

• Sincerity with job.

• Good performance.
• Good customer relations.
• Job performance.
• Punctuality.
• Good relations with colleagues and boss.
• Level of commitment
• Good decision making

Organogram at MCB BANK LTD

Bank Alfalah’s CULTURE

In the past 25 years, the concept of organizational culture has gained wide acceptance as a way to understand human systems. From an "open-systems" perspective, each aspect of organizational culture can be seen as an important environmental condition affecting the system and its subsystems. The examination of organizational culture is also a valuable analytical tool in its own right. Organizational culture represents a common perception held by the organization’s members

“Idle man is devil’s workshop.”

The culture in Bank Alfalah is very friendly. Every employee most of the time looks busy. Individuals in Bank Alfalah hold a lot of responsibility on their shoulders. They give their best to come to the measures of the organization. As a large number of female staff is also working in Bank Alfalah there is no difference in efficiency and effectiveness of male and female staff. Both male and female face no any problem in coordinating with each other and higher management high motivation and dedication exists in Bank Alfalah, in its real sense.

Communication

            In house communication example: Notice board at Bank Alfalah

Automation

A very good office environment is supported by strong office automation. The automation includes the installation of telephone system, telex, fax, power generator and UPS etc. Now we shall discuss each activity performed in lieu of office automation.

 

Telephone System

A telephone exchange system by Digital Communication is installed to communicate with the outside world. This is very helpful as the most of the business these days is performed through telephones.

Operator is responsible for the incoming calls only. She receives all the calls and connects them to person concerned. A staff member, who wants to call outside, has to dial `9' to clear the line or can ask the operator to dial the number he wants. The telephone operator dials a number for the convenience of any staff member who has to talk urgently or is busy doing something else.

 

Intercom

All the staff members are connected through intercom system. The telephone system serves as reaching out to the employees in least possible time. There are more than 11 telephones sets available with different staff members, who can use them as telephone for the outside world and an intercom for the internal office environment at the same time. This results in increased efficiency of the employees, saving time and effort in order to communicate any information inside or outside bank.

TELEX

To disseminate some urgent information, a telex system is installed to cater the need of disseminating information.

FAX

For an instant reception or dissemination anywhere in the world a Fax machine is installed. Faxes, these days have become an important part of the business environment for a rapid transmission. Steps like this show the management's commitment towards building up a strong MIS to stay in the market as one of the better organization. A facsimile machine from XEROX is there to serve the purpose.

Electric Type Writer

Electric typewriters are also there for typing of different documents.

Photocopy Machine

Photocopy machine of XEROX is installed in order to have copies of different documents to save time and extra costs of getting photocopies from the market. It has really facilitated the activities being performed and saves cost and human effort

E mail

In-house communication plays a very vital role in any organization. Bank Al-Falah has its own internal electronic mailing system with which it communicates with all the employees of the bank. The mailing address consists of the name of the employee followed by @bankalfalah.com

Apart from the employees individual mailing addresses, clients may send a mail on the banks main e-mail address. Thus in such a case if that mail is meant for a particular employee then its hard copy (print out) is sent to him.

Notice board

A big notice board is placed in all the branches of Bank Alfalah. It is placed on key locations i.e. near the dining hall where people visit everyday.

The notice board contains a copy of the memo; information regarding any new products launched by the bank, death of an employee, some good news paper cuttings etc.

Memo

This mode of communication is only used when a decision is made at the end of the day or if things are uncertain so every one is personally passed on a written memo telling all the details.

Letters

The bank only uses letters if it has to address one person in particular i.e. his promotion letter etc.

Formal Information

Formal type of information created formally within the organization, the organization itself have all the arrangements to create information, set up made for information and they have decided or planned for it. Formal information collectors are responsible to collect information required.

Definition

“Information is considered to be formal if it is mandatory part of the reporting requirement of the organization.”

Formal Sources of information of Bank Alfalah

·         Data Checks

·         Telephone verification

·         Reference verification

·         Business/ Office verification

·         Residence Verification

·         CIB report of State Bank of Pakistan

Decisions based on Formal Source of Information

Following decisions taken by the Banks are based on formal source of information.

·         Advances Loans

·         Home Financing

·         Car Financing

·         Account opening

·         Pledging

·         Leasing

Informal Information

It is not decided or planned by organization to get information and the informal information collector is not responsible to collect information.

Definition

“Sent because of necessity rather than because of any formalized corporate requirement, would be an informal information source.”

Informal sources of information of Bank Alfalah

Bank Alfalah Ltd has the following sources for informal information;

      Letter from customer

      E-mail from external contracts

      Fax on competitor moves

      Informal meeting with customer

      Face-to-face conversation

      Telephone conversation

      Website of customer

      Newspaper

As far as the scope of this study is concerned we can conclude that the whole process and systems are fully capable of satisfying the requirements of bank Alfalah Ltd.

At the end, we hope that management of bank Alfalah Ltd. would follow the same paths as it is following now to develop its systems and reach the landmarks which otherwise would seem impossible.

Conclusion

Bank Alfalah is a good Organization in the way that anybody can join it for his/ her long term career. Overall working environment is comfortable. Management of branch cares a lot of its employees and considers them as the Asset of bank. Behavior of seniors of bank is very polite and they are caring about the individual’s career and their growth.

It has a very systematic and detailed recruitment procedure, entailing all the required steps.

However management is very demanding about the targets but good reward at the achievement of assigned targets is awarded.

So far my observations and studies are concerned; all the employees at branch were quite cooperative. They helped me to understand the activities of a bank to possible extent. Their good attitude gave me more confidence to learn more and to ask if I have any query in my mind.  Besides their ever going activities they did not get irritant by my questioning. In short, it was a memorable and pleasant experience.

Besides being the most rapidly expanding Bank in the market, is also the choice of many career-focused individuals since it offers some of the benefits like stability of career, tremendous growth opportunities, extensive training and development program, a motivating work environment, attractive salary packages and a nurturing culture.

The rapid growth of the bank demonstrate itself the highness of quality of the leaders.

It has been seen that Bank Alfalah Ltd. uses system & software of Bank smart. That meets the requirements of the company. These packages are updated when required and suggestions are invited from the other branches of through out the world to make changes in the systems.

As already mentioned that every process at bank Alfalah limited is very systematic so they rarely face any problems regarding communication.

Having an efficient environment it is very difficult to find out the weakness. As the functions already discussed in detail are highly efficient & effective.

As far as the scope of this study is concerned we can conclude that the whole functions of management are truly in line with being capable of satisfying the stakeholders and customers of bank Alfalah Ltd.

At the end, we hope that management of bank Alfalah Ltd. would follow the same paths as it is following now to develop its growth and reach the landmarks which otherwise would seem impossible.

Suggestions

Ø  It would have been advisable for them to have their own computerized recruitment and selection process but since they are in the transition of moving towards HRMS(Human Resource Management System), this opportunity has been over ruled.

Ø  Therefore it is suggested that since they want to focus on individual branch needs and see each individual for their career development, they can shift to relationship management. Through this, they would be able to maintain a direct contact with each individual and would be able to better analyze their needs and obtain maximum output.

Ø  This in turn would help in improving the overall efficiency of the Bank by optimally utilizing their labor force up to their maximum potential and exploiting their hidden talents and polishing their skills for their future growth.

Ø  Bank should increase in the number of employee to balance the work stress.

Ø  The Telecommunication sector should be strong enough that people in the MIS dept. don't have to wait or delay (in case the line is dead).

Ø  From the users point of view we feel need of a proper training department at Bank Alfalah to train system programmers regarding the knowledge about the system so that the concerned person does not gets confused when a problem arises.

Ø  Besides these we feel that more people should be employed in the MIS department keeping in view the range of responsibilities that the computer system manager has. Moreover, there should be an in house hardware maintenance workshop so that if some hardware has a problem it can be taken care of at the spot. This would save time as well as cost.

Ø  If any assistance is required in the cases of hardware or software failure computer engineers should be available in the branch.

Ø  The number of ATM machines should be increased.

Ø  Senior Management should keep on getting feed back from employee to bring the employee’s loyalty.

Ø  Bank should take survey to know the needs and wants of customers in order to provide them satisfaction and keep them loyal.

Ø  Bank should hold seminars to bring the familiarity with the Islamic Products offered.

Ø  Bank should organize various ceremonies according to the different location’s culture and traditions.

Ø  Bank should consider occasions keep themselves the part of society. As on Eid, Hajj, and Basant, etc.

Recommendations

In order to increase the efficiency and performance of bank we recommend that:

Ø  Branch must possess sufficient number of employees to uplift the burden of work.

Ø  System and operations should be more defined and organized.

Ø  Sufficient steps should be taken to improve customer services.

Ø  Proper product information should be delivered to all the employees.

Ø  IT draw backs should be improved.

Ø  Internal audit and system should be improved.

Ø  Approval powers of the branch should be taken under consideration i.e. Branch must has its own Credit Committee.

Ø  Turn around time of the big ticket proposal should be reduced.

Ø  Administration drawbacks should be improved by the strict control of general issues.

Ø  Monthly intra branch meetings should be arranged to share the current issues and problems.

Ø  Time to time employees training programs should be arranged.

Ø  It is observed that the employees were overburdened so they have to stay at branch till late at night.  In this way their efficiency is affected and their work can be reduced by hiring more employees.

Ø  Bank Alfalah IBD should design its own separate annual report or at least give separate identification to IBD in Alfalah’s annual report.

Ø  Bank Alfalah IBD should launch its separate website so that more people will become aware of Islamic products and services.