...CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS WITH REFERENCE TO CORPORATION BANK UNIVERSITY OF MUMBAI PROJECT REPORT ON “CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS WITH REFERENCE TO CORPORATION BANK” T.Y.B.B&I (SEMESTER V) ACADEMIC YEAR: 2011 – 2012 SUBMITTED BY ............................ ROLL NO – ................... PROJECT GUIDE PROF. .............................................. College Name PROJECT REPORT ON “CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS WITH REFERENCE TO CORPORATION BANK” SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF DEGREE OF B.COM – BANKING & INSURANCE BY ................................... ROLL NO – ............... T.Y.BBI (SEMESTER V) .................... CERTIFICATE NAAC ACCREDITED B++ This is to certify that, Mr./Miss Of T.Y.B.B.I Semester V (2011-12) has successfully completed project on Under the guidance of _________________________________________ (Signature of Project Guide) (Signature of Principal) ...
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...Bank of America: Decisions for the Future ECO 550: Managerial Economics 16 June 2013 Abstract Long-term capital budgeting is the process used by many companies to make substantial term investments, in order to receive the greatest cash flow. A company must first look at an analysis of cash flows and cost and earnings of the project to determine whether to accept or reject a capital budgeting project. The three rules used to make decisions towards capital budgeting; the payback period, net present value (NPV), and internal rate of return (IRR). The Payback Period is the tool that is used to determine how long it takes for the project to recover its initial costs for funding the project. The Net Present Value shows how the present project will affect the company. The Internal Rate of Return reveals the discount rate if the NPV equals zero. The antitrust law is a federal and state law regulation of corporations. The law insures that company does not grow too large which may prevent the growth of other corporations. The government believes that without this law that prices can become fixed and demand will be unfair in the market. In Assignment 3, I discussed the publicly traded company, Bank of America Corporation, and how the corporation deals with competition and change. In this paper, I will discuss the government regulations for mergers, the possible merger that could occur, and how the merger could be profitable. Explain why government...
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...Raise the Bar on Customer Experience Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that Hyundai Motor America has signed a three-year contract renewal for Convergys’ industry-leading customer management solutions. Hyundai first became a Convergys client in 2005. Convergys’ relationship management solutions include dedicated and experienced customer service agents who are the first point of contact for vehicle owners contacting Hyundai’s Consumer Affairs for sales and service related concerns. Convergys provides case management, fulfillment, self-service, and back office solutions to Hyundai. Convergys also provides analytical expertise to Hyundai, leveraging the customer satisfaction surveys it conducts on behalf of the company to offer Hyundai actionable customer intelligence. Hyundai Motor America, which has more than 790 dealerships across the United States, is focused on providing a superior customer experience to drive continued high levels of customer loyalty and retention. Throughout its multi-year relationship with Hyundai, Convergys’ continuous improvement initiatives, experienced staff, proactive training initiatives, and ability to capture and report actionable customer intelligence in areas including product design and the dealership experience, illustrate Convergys’ value as Hyundai’s relationship management partner. “At Hyundai, we know that providing the highest level of service to our customers throughout their...
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...South State Bank Webster University Introduction According to Mathis and Jackson, “Strategic planning is the process of defining an organizational strategy, or direction, and making decisions on allocating the resources of the organization (capital and people) to pursue this strategy” (Mathis & Jackson, 2011, p. 38). It requires a company or organization to incorporate all aspects of business into the planning process with one aim in mind: to ultimately fulfill the objectives that the company has determined to be their purpose for operating. For South State Bank, according to CEO Robert R. Hill, Jr., planning efforts are all aimed at accomplishing the goal of “[building] a high-performing bank based on a balance of soundness, profitability, and growth,” while “staying true to our values of relationship banking and commitment to our customers” (South State Bank, 2015). A large part of South State Bank’s strategic planning process includes a recent, large-scale rebranding effort in which the company expanded its local banking institutions into a larger network of banks spreading across three southern states. Rebranding Opening its doors in 1934, South State Bank actually began as a small, rural, community bank located in South Carolina. Originally, the company operated under the name of South Carolina Bank and Trust, more commonly known as SCBT. In 2007, the SCBT Corporation began acquiring outside banking institutions in the neighboring states of North Carolina...
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...answer questions relating to Lloyd banking group, an internationally accredited bank that offers several services. Several issues are addressed in the report. The first issue being addressed is the merit and demerits of globalization in the global financial industry. Additionally, the threats and opportunities facing Lloyd Bank are looked at. The second issue being addressed focuses on the role of strategic alliances of mergers and acquisitions in the implementation of the e-banking system. Lastly, the role of corporate governance and corporate social responsibility is addressed. A personnel reflection and a conclusion sum up the paper. Table of Contents Abstract. 2 QUESTION 1: Firms’ Competitiveness in the Global Financial Services Industry 3 Merits of globalization 3 Demerits of Globalisation 4 Opportunities 5 Threats 6 Question two: E-Banking – The Role of Alliances, Mergers, and Acquisitions 7 Question three: Corporate Governance, CSR, and Competitiveness Leadership 12 Question four: Personal Reflections on Learning and Overall Report Presentation 15 Conclusion 16 Reference 17 QUESTION 1: Firms’ Competitiveness in the Global Financial Services Industry Merits of globalization Globalization of financial services has resulted in more banks increasing their consumer or customer base since they can exploit different areas across the world. The perfect example in this case is the Lloyd bank which has been able to establish and provide consumer services in England, Scotland...
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...Assignment on Management Practices of \ ___________________________ ACKNOWLEDGEMENT First and fore mostly we would like to thank the Almighty Allah who blessed us with knowledge, understanding and ability to do this report. We are indebted to many people for providing us encouragement and support during our learning and working while making this report and we want to show our gratefulness to these people. We are very much grateful to Ms. SharminAkther, our respected course instructor of MGT101 (Principal of Management), who assigned us this challenging work. She always guided us to take and overcome this challenge successfully. Without her help in every step it was quite impossible for us to finish this report properly in time. We are also grateful to AKM Ahsan Habib, Team leader, Retail Banking and Wealth Management, and Othish Asif Rahman, Relationship Officer HSBC Select for giving us valuable information. Table of Content Topic | Pages | Chapter # I: Introduction | 01-02 | Brief History of HSBC | 01-2 | Chapter # II: Main Body | 03-17 | Management Function * Planning * Organizing * Leading * Controlling | 03-1303-0707-0910-1111-12 | Chapter # III: Conclusion | 12-15 | References | | | | Introduction The Hongkong and Shanghai Banking Corporation Limited is a prominent bank established and based in HongKong since 1865 when Hong Kong was occupied by British drug traders and made a colony of the British Empire. It...
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...EXECUTIVE SUMMARY Currently, our client, Bank Trust Corporation Ltd (BTCL) is facing a major issue regarding their Human Resource system. BTCL was established in February 1902. The company was successful when they started establish – manage to achieve goals such as sales target and customer target. They were able to accomplish their staff, sales and customer targets. However, disruptions have caused major problems in their HR system which was the urgent need for the company. Thus, BTCL needs Corporate Solutions Ltd for help to solve their problems with various methods in order to keep up with their business, as HR is a top priority in every business sector. This proposal will include the importance of Human Resource Planning (HRP), the impact of poor HRP, the purpose of recruitment & selection, importance of employment contract, different methods of payment, rewards and recommendations, suggestions to motivate staff, functions of Training and Development, the effect of forming aggressive trade union, different methods of performance appraisal which can be used, description and recommendations of the different system for communication and conflict and lastly, the importance of Life Long Learning and relevance. Those above-mentioned is what BTCL lacks off - by providing specific definitions, further explanations and recommendations given in order for HR Department at BTCL to solve the problems that they are encountering. The HR Department at BTCL needs to improve more on...
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...Business Analysis - Part 1 In this paper I am taking on the role as a mutual fund manager making a decision on if to invest funds into Bank of America (BoA). Over the next three weeks I will conduct an extensive business analysis on BoA and this paper is part one of three of the complete analysis. Part one of the business analysis of BoA consists of a SWOT analysis and my point of view in regard to which part of this analysis is the deciding factor for me to invest in this company or not. In addition all internal and external stakeholders will be identified and their want and needs described. An explanation of how BoA is fulfilling the different needs of the different stakeholders will be the last section of part one in this business analysis. SWOT analysis of Bank of America “Bank of America is one of the world’s largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations. It is the largest bank holding company in the United States, by assets, and the second largest bank by market capitalization. The company serves clients in more than 150 countries and has a relationship with 99% of the U.S. Fortune 500 companies and 83% of the Fortune Global 500.” (MBA lectures, 2010) A SWOT analysis is defined as: “SWOT is an acronym for Strengths, Weaknesses, Opportunities and Threats. By definition, Strengths (S) and Weaknesses (W) are considered to be internal factors over which you have some measure of control. Also...
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...Planet, People, Profit—Global Perspective Name Institutional Affiliation Planet, People, Profit—Global Perspective Multinational corporations perform business with the aim of making profits. However, such corporations are expected to be socially responsible for upholding the well-being of the society. The welfare of the society is upheld by carrying out commitments that contribute to the sustainable economic development of all members of the society (Patton, 1994). This paper looks at the best and the worst MNC in CSR by describing and contrasting them. Moreover, this paper evaluates their practices and consequences regarding their CSR. Part 1 After carrying out a survey on the best MNCs, Forbes cited Google as the overall MNC with the best reputation in CSR. Rep Trak Company, which revealed that Google has maintained this position since 2010, did this ranking in 2014 (Dill, 2014). Google uses a corporate slogan that embraces the philosophy of CSR. ‘Don't be evil' Slogan states in a few words what the company does for the society (Corporate Social Responsibility – Company – Google, n.d.). This survey that ranked Google as the top company in CSR evaluated 100 MNCs regarding the emotional and rational responses of the respondents. Google topped in the two areas. In emotional response, Google was found to be highly esteemed, admired, and trusted. In the rational responses, Google was found to be the best in leadership and performance classification. Moreover, it was found to...
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...7 5. WHAT IS CORPORATE GOVERNANCE: 8 6. THE PURPOSE AND BENEFIT OF GOOD GOVERNANCE: 8 7. GUIDING PRINCIPLES OF GOOD GOVERANCE: 9 8. REVIEW OF REPUBLIC BANK LIMITED’S CORPORATE GOVERNANCE: 9 8.1 Organisation Structure: 10 8.2 Republic Bank Limited’s Core Values: 11 8.3 Republic Bank Limited’s Code of Conduct and Ethics: 12 8.4 Corporate Social Responsibility (CSR) in Republic Bank Limited: 12 8.5 Policies and Procedures in Republic Bank Limited: 13 9. CONCLUSION: 13 10. RECOMMENDATION: 14 -15 11. REFERENCES: 16 12. APPENDICES: 17 Appendix I 17 Appendix II 18 Appendix III 19 - 20 Appendix IV 21 - 22 Appendix V 23 TO: THE CHAIRMAN, REPUBLIC BANK LIMITED FROM: CONSULTANT DATE: 03RD MARCH, 2014 SUBJECT: IMPROVING CORPORATE GOVERANCE IN REPUBLIC BANK LIMITED 2. EXECUTIVE SUMMARY It has been established that Organisations need to have a Competitive Advantage to remain viable and profitable. In order to accomplish this, one (1) essential tool is good Corporate Governance. This paper first identifies what good Corporate Governance entails then reviews the Corporate Governance process of Republic Bank Limited (a local banking organisation) utilising the tools, concepts and theories of the governance process identified. Some recommendations have been made to further enhance what the bank currently practices. 3. INTRODUCTION: The extent to which business decisions reflect values and principles is a key to long term success. (Casson 2013)...
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...Capital One is a successful business. The bank has applied the four functions of management which are planning, organization, leading, and control to aid in their success. Each component is important and it is hard for one to function without the other. There are internal and external factors that affect these four functions of management. The following will explain how these factors affect the functions of management in Globalization, Innovation, Diversity, Ethics, and Technology. Globalization Capital One Bank, as a credit card giant and one of the worlds’ strongest banks, has evolved with the current market. Globalization allows businesses to interact and trade past traditional geographic and political boundaries. This allows businesses, like Capital One Bank, to platform commerce. Production, customer service, development, and marketing strategies are internal factors to globalization according to the intelligent business plan website. The external factors include new market environments in which any and every business has to be accustomed to (Taylor, 2012). Knowing this information concludes that the manager has to exemplify immaculate planning skills. Planning specifies the goals to be achieved, weighing discrepancies, positive and negative outcomes, and appropriate options to achieve the goals presented. Globalization also includes branding and so on. This should be developed internally to know how to market externally. Capital One Bank is an example of witty branding. Their...
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...Governance 2. Governance makes a Difference 3. Failures of Corporate Governance 4. Failures in Major companies 5. Reform of Corporate Governance 6. Conclusions 2. Question 2 1. Introduce to Cadbury Report 2. Conclusions 3.0 References Question 1 Based on the above it has been stated that “the problem is not a failure to comply with rules but a failure in governance practice”. Do you agree and why? (10 Marks) Introduce to Corporate Governance Corporate governance looks at issues pertaining to transparency, integrity, effectiveness and accountability in the management of the affairs, and all other activities of an organization. Management is concerned with the company’s operations, functions and financial performance; hence, corporate governance aims to involve the quality assurance of the operation of the board itself. The concern is for the welfare, good performance, corporate ethics and morality, as well as social and public responsibility for the good corporate citizenship. Corporate governance also involves in system to ensure that the organization’s obligations to its major stakeholders. The relationship among the many stakeholders and the way of corporation is directed and governed is therefore created. Stakeholders might include customers, employees, creditors, suppliers and distributors, the community and the owners at large. The principle stakeholders are the board of...
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... Their principal Customer, Mayo Corporation, has recently requested a repayment extension on their loan with the company. Mayo would like to pay 80% of the payments due for the weeks of March 17-23 and March 24-30 and no payments would be made prior to April 14-20. To allow this payment arrangement, Lawrence Sports would have a deficit cash position for the weeks of March 31-April 6, where they would have to take an additional loan to cover the $307,000 deficit. Additionally, they would incur an interest payment of $3,150 on the loan. For the week of April 7-13, a loan would have to be made to cover the $411,000 deficit with an additional interest payment of $3,690. Lawrence Corporation has already reached their $1.2 million credit limit level and they would, according to company policy, be unable to make additional loans. Lawrence Corporation greatly values the business relationship with Mayo Corp, and a decision must be made determining whether to allow a repayment extension based on the terms Mayo has stated, or come up with an acceptable plan, not only for Mayo Corp, but a plan that would be agreeable with all the parties involved. Allowing any extension on repayments from Mayo Corp would affect Lawrence’s ability to make timely payments to other business partners at Gartner Partners and Murray Leather Works. In the following paragraphs, Team C reviews three working capital plans to determine which plan will reduce risk to Lawrence Corporation. After reviewing...
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...The Bank of America - Capital Structure GB 550-01 Financial Management TABLE OF CONTENTS The Bank of America Abstract I. Introduction History of the Bank of America A. Corporate Structure B. Bank Ranking C. Impact from Recession II. Financial Markets A. Domestic Markets B. Global Markets C. Mergers and Acquisitions III. Capital Structure A. Growth Opportunities B. Business Risks C. Tax Position IV. Conclusion V. Summary VI. References Abstract This paper explores the turmoil the banking industry has faced during this current economic recession focusing primarily on the Bank of America, the role they played during the recession and their focus to conquer the global market to become the largest financial institution in the world. The Bank of America is operating in over 150 countries with over 6,000 retail banking offices and over 18,000 ATMs in the United States. During this recession, the Bank of America’s ranking fell considerable and were forced to lay off over 100,000 employees. The Bank of America operates offices in more than 20 global countries including Asia, Europe, the Middle East, Africa, Latin America and Canada. A critical move for the Bank of America is investing their attention to the growth of their overseas operations. Currently, the Bank of America owns a minority stake in China Construction Bank. The Bank’s interest in growing overseas is motivated by opportunities...
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...Olubukola is an intelligent, self-driven person with a strong analytical mind, strong problem-solving skills, and a great aptitude for learning, with expertise in portfolio analysis, reporting, process improvement, credit analysis and more. A hardworking individual and a performer in all quarters. She is diligent, and leverages on customer information across all the stages of the credit cycle, from account acquisition to account retention, and credit loss using numerous data sources. She is also able to take on responsibility and work well under pressure. She is a good team player with excellent interpersonal skills and strong commercial awareness who is able and willing to update her skills in response to the needs of a constantly evolving market place. CAREER SUMMARY Employer | Key Responsibilities and Achievements | Role | Date | Asset Management Corporation of Nigeria (AMCON) | Loan Management: * Review of customers repayment proposals and obtain relevant approval from Management which has led to the restructuring of loans worth over One Billion Naira in the last six months. * Examine terms and conditions of approved credit proposals to ensure that they are in full compliance with the Corporation’s policy procedures and guidelines prior to the disbursal of approved facility terms and conditions...
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