...Additionner les t alents ... démul tiplie les performances Groupe Banque centrale populaire Comptes consolidés aux normes IAS/IFRS au 31 décembre 2010 Groupe banque centrale populaire COMPTES consolidés aux normes IAS/IFRS 31 dÉcembre 2010 Le Comité Directeur du Crédit Populaire du Maroc et le Conseil d’Administration de la Banque Centrale Populaire se sont réunis le 14 Mars 2011, sous la présidence de Monsieur Mohamed BENCHAABOUN, pour apprécier l’évolution de l’activité et arrêter les comptes au 31 décembre 2010. Produit net bancaire : Résultat net consolidé : Fonds propres consolidés : Résultat net part du Groupe BCP : Bénéfice par action : Dividende proposé par action : 10,0 3,1 27,1 1,77 26,7 8,0 milliards de DH milliards de DH milliards de DH milliards de DH DH DH + 12,1 % + 6,0 % + 7,2 % + 66,6 % + 66,0 % + 33,3 % En 2010, le Groupe a affiché une bonne performance commerciale et financière qui confirme la pertinence de ses choix stratégiques et la vitalité de son modèle économique. 10 milliards de DH : + 12,1% Suite à une solidité récurrente de la contribution de l’ensemble des métiers aux résultats du Groupe, le produit net bancaire s’est établi à 10 milliards de DH en progression de 12,1%, avec une évolution satisfaisante de ses composantes : activité de marché +29,4%, marge sur commissions : +13,1% et marge d’intérêts : +11,1%. 8,96 10,05 2009 PRODUIT NET BANCAIRE PRODUIT NET BANCAIRE + 12,1% En milliards de DH COEFFICIENT...
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...A PROJECT REPORT ON OPPORTUNITY OF NON-FUEL SERVICES IN INDIA CERTIFICATE OF ORIGINALITY This is to certify that the project titled “Opportunity of non-fuel services in INDIA” is an original work of the student and is being submitted in fulfillment for the award of the Masters Degree in Business Administration of INDIRA GANDHI NATIONAL OPEN UNIVERSITY. This report has not been submitted to any other institution for the requirement of a course of study. SIGNATURE OF SUPERVISOR SIGNATURE OF THE STUDENT CERTIFICATE FROM THE GUIDE Material obtained from other sources has been duly acknowledged in the project report. Date: Signature of the Guide: Place: CERTIFICATE FROM THE LEARNER This is to declare that I have carried out this project work myself in part fulfillment of the MBA (Marketing) program of IGNOU. The work is original, has not been copied from anywhere else and has not been submitted to any other Institute for an award of any degree/diploma. Date: Signature: Place: ACKNOWLEDGEMENT A large number of individuals have contributed in preparation of the research report. I am thankful to all of them for their help, guidance and the support that I have received during my research work. I express deep...
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...Abstract The retail banking industry in the United States has undergone intense change due to regulation since 2008. Retail banks are continually looking for ways to set themselves apart from their competition, as well as retain and grow their customer base. Banks now understand the value of building relationships with their customers and that they need to provide excellent customer service to them as a means of profitability and survival. Understanding the factors behind customer service and its effect on customer loyalty is an important issue for the retail banking industry. This brings up the question “Does customer service influence customer loyalty?” With that question in mind, the following review acknowledges the importance of customer service to customer loyalty and also looks at what factors influence loyalty. The examination takes a look at service and its quality, and the overall effect it has on customer satisfaction and customer loyalty. The findings conclude a direct association among customer service, service quality, customer satisfaction and consumer bank loyalty. Introduction It is generally agreed that the top 3 constructs of building loyalty are: customer service, service quality, and customer satisfaction. This is especially true in people centric service businesses such as retail banking. In today’s competitive business environment many banks are focusing their efforts on having a loyal customer base. Thus, the question arises, “Does customer...
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...INTERNSHIP REPORT ON Retail Banking Activities of City Bank Ltd Gulshan Branch of the year 2009, Dhaka 1 INTERNSHIP REPORT ON Retail Banking Activities of City Bank Ltd Submitted to: Syeda Shaharbanu Shahbazi Ahmed Senior lecturer, BRAC Business School BRAC University, Dhaka Submitted by: Md.Mozahidul Islam ID: 05304077 Date of submission: 20th December, 2009 2 Letter of Transmittal December 20, 2009 Syeda Shaharbanu Shahbazi Ahmed Senior Lecturer BRAC Business School BRAC University, Dhaka Dear Madam, I am glad to submit my report on the topic as you have assigned me to prepare an internship report on retail banking activities of City Bank limited of Gulshan Branch as a partial requirement of the course Bus 400. Now I am looking forward for your kind appraisal regarding internship report. You would be glad to hear that I have given my best effort to prepare the report with relevant information that I have collected from City Bank Limited, Gulshan Branch and from other relevant sources during my internship program. I have the great pleasure to have the opportunity to study on “retail banking activities” of City Bank Ltd. It is meaningful to mention that the knowledge I have gathered during the internship period, will help me in practical field of professions. In spite of various inadequacies I have tried to cover all the relevant affairs. It is quite worthy to mention that without your kind hearted guidance and cooperation it would not be possible for...
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...recommend for Mountain Bank? I’d recommend a focus business strategy. In this case Mountain Bank should focus on its retail banking business line because, firstly, they already have a big share of the market and building on the competitive advantage that they have it would be easier to increase it, secondly, according to the case, they can leverage customers in retail banking to more profitable real estate and corporate business lines which would also increase profits. 2) Based on the universalistic approach and commitment strategy, what types of human resource practices do you recommend for Mountain Bank with respect to its tellers? As “customers’ experiences with tellers is the single most important driver of customer satisfaction”, I recommend the following types of human resource practices in job tasks, empowerment, communication, training, compensation, and staffing areas: broad job responsibilities, meaningful tasks, high levels of responsibility, building employee confidence, encouraging suggestions, extensive new employee training, formal training for everyone, pay for performance, very selective recruiting, and promotion of the best workers. 3) Which of the four human resource strategies do you recommend for Mountain Bank with respect to its tellers? Why? I recommend a committed expert HR strategy because it would be aligned with business strategy and because the job requires specialized skills such as, firstly, expertise in retail banking and, secondly...
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...Credit Assessment Nguyen Xuan Phuong, Assistant Manager of Credit Assessment | Type of Internship | Credit - Finance and Banking | Institution name | Australia and New Zealand Banking Group Limited (ANZ) | TABLE OF CONTENTS Acknowledgement 4 Executive Summary 5 Chapter I: Company Profile A. ANZ Global 1. Overview 6 2. Achievements 6 B. ANZ Vietnam 1. Location in Ho Chi Minh City 8 2. Local Network 9 3. Website 9 4. History Background 9 5. Key Milestones 10 6. Shareholders 11 7. Achievements 11 8. Strategy: Blueprint for Success 13 9. Products and Services 9.1. Institutional – Commercial Banking 14 a. Institutional Banking 14 b. Commercial Banking 15 9.2. Retail Banking 15 10. Customers 17 11. Organizational Chart 17 12. ANZ Share Priorities 2014 18 Chapter II: Working Diaries 1. Internship Activities 19 2. Activities and the Role of Credit Assessment to ANZ 20 3. Performance of Credit Assessment – Personal Loan 21 Chapter III: Conclusion 1. Assessment of the Internship 22 2. References 23 Acknowledgement Firstly I would like to thank Mr. Nguyen Huynh Phuoc An for giving me the opportunity to take the internship at ANZ. For me it was a unique and bettering experience to be a part of the institution for 3 months. After the internship, I was able to get a whole new actual abstract and vision about banking business which was previously attached to...
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...Investment Bank (SAIB) 11/9/14, 7:18 PM Home About SACM Education Academic Supervision Academic Accreditation E-Services Emergency ﻋ#ﺑﻲ Job Vacancies for PhD Holders At Jazan University Retail Personal Banking Training Programme – SAIB “Pioneers” Raytheon isGO seeking an Saudi Investment Bank (SAIB) Layalina Productions, Inc. Organization: Saudi Investment Bank (SAIB) Jazan University Saudi Investment Bank (SAIB) Raytheon Company Regional Economic Models, Inc. International Alliance Associate, LLC - Private Equity Virtual Internship International Alliance Associate, LLC IT/Computer Science Internship International Alliance Associate, LLC - Marketing Associate Internship International Alliance Associate, LLC - Research Analyst Internship Saudi Investment Bank (SAIB) Al Kharj Armed Forces Hospitals Derayah Financial CENM-King Abudulaziz City of Science and Technology Alcatel-Lucent Schlumberger Sector: Finance Website: www.saib.com/en Retail Personal Banking Training Programme – SAIB “Pioneers” The “Pioneers” Programme has been specifically designed for entry level graduates with MIS, Marketing, Business Administration, Engineering or relevant Financial, Accounting or Banking related Bachelor or Master's Degree qualifications to acquaint them with the functioning of the retail operations of banks and to equip them with information that is essential at the onset of their banking careers within the Personal Banking Group of the Bank. The programme: ...
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...Are You a Shopaholic? 3 Steps To Fixing Your Addiction 1 Posted June 26, 2012 by Danica Saarah Nelson in Advice “The first step to recovering is admitting you have a problem,” is a cliché we hear all the time. But do you see overspending on constant shopping trips as a crucial life issue that’s nearly as harmful as drugs or alcohol? It can be! Spending your disposable income on unnecessary items (especially when they’re charged to your credit card) is a surefire way to an unsuccessful and unhappy future. Below are the first three steps you can take to curing your illness. Step 1 – Remove Yourself From ALL Mailing Lists It’s hard, but it’s the easiest way to avoid succumbing to the temptations of spending money on something you wouldn’t have otherwise if you weren’t victim to that specific e-mail. If you REALLY want to get exclusive information on a sale or get your hands on a coupon code, a simple Google Search will do the trick. Removing yourself from every mailing list you’ve subscribed to is your first step towards curing your spending habits! Step 2 – Ditch the Plastic. Adopt the Paper! This one is pretty simple. All you have to do is take your Credit and Debit Cards out of your wallet. People essentially spend less when they’re using cash because they can see for themselves how quickly it can decrease as opposed to when you’re using plastic, you just swipe and go. Ever change your mind about purchasing something because you don’t want to break your $20? Then...
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...approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. • PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment. • BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the...
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...Mountain Bank Case Study Assignment One Aisha Peake HRM 530 Dr. Reeley Strayer University January 15, 2012 1. What competitive business strategy do you recommend for Mountain Bank? Retail banking is the branch of banking that includes checking and savings accounts. These are what most people associate with banking. Mountain Bank holds about 50 percent of the retail portion of the banking industry. According to recent studies conducted, Mountain Bank's tellers are an essential part of this success. This is mainly due to the fact that bank teller's are the only part of the banking system that the general public sees. For a banking customer, the experience with a teller can make or break the decision to switch banks. To ensure that they continue to hold such a large portion of the retail banking industry, Mountain Bank will need to develop a business-level competitive strategy. "Business level strategies detail actions taken to provide value to customers and gain a competitive advantage by exploiting core competencies in specific, individual product or service markets. Business-level strategy is concerned with a firm's position in an industry, relative to competitors" (Azriel, 1999). This strategy is favored over a corporate-level strategy because it will focus on how Mountain Bank will compete with other banks offering the same services. Of the two main business level strategies, the differentiation strategy is what Mountain Bank should implement....
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...to get their business expedited on attractive terms. Related Charts • Discount Banks Pursue the 'Other Half' of the Market • Winning Formula • Transforming the Generalist Retail Bank For one view of what the future of the banking industry may look like, consider the airline industry, where Southwest Airlines Co. has ascended to dominance in just 30 years. While "full-service" carriers like American Airlines Inc., Delta Air Lines Inc. and United Air Lines Inc. focused on building elaborate jet fleets and "hub" systems at major regional airports, Southwest adopted a discount fares strategy based on older inner-city airports and a zeal for efficiency. To control costs, for example, Southwest re-used plastic boarding passes and handed out peanuts instead of hot meals — and passed along the savings to its customers. Today, Southwest's market capitalization is roughly seven times that of the nearest U.S. legacy air carrier. Overall, discount carriers have claimed 25% of the U.S. commercial passenger market, according to the National Institute for Aviation Research, based at Wichita State University. That share is expected to soar to 40% over the next few years. This is a harbinger of things to come in retail financial services. Operating with superior efficiency and offering various combinations of high yields on deposits, low rates on loans and low service charges, a number of large banks already fit the "discount" mold. And they are strongly outgrowing their traditional...
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... | |Admission Number: | | Customer Service Customer service is an integral part of any business establishment. It is about providing “Service” that more than meets the needs of the customer. In order for businesses to be successful, customer service must be an integral part of the overall business model. Your task: Visit a bank to simulate an enquiry about any retail banking service available and observe the service process. Please record your observations below. |Name of the Service Provider (Staff serving you and name of the bank) | |POSB, Ms. Razwani / Raswani | |Did you have any perception of the service provider (retail bank) before you experienced the service? Describe this perception. | |I always had this perception that POSB service staffs were quite unapproachable since they always display an expressionless face and | |seem like they were very bored and tired. | |Describe your service experience? (You may want to consider staff attentiveness; attention to detail; the environment and its | |presentation etc.) ...
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...Problem Statement Bank of America is struggling to position their mobile banking service in the continuously changing industry. The bank already has a mobile application but is evaluating if they should add more features to this app and how this will affect their clients. Situation Analysis Company • Bank of America is the largest U.S. bank holding company; it was founded in 1904 and expanded with several acquisitions. • By the end of 2009 BoA was the leader in the market, serving 82% of the US population (over 53 M customers) and positioned number one in online and mobile banking. • Very strong and best-managed banks before the crisis which brought losses and a very strong drop in stock price. • Mobile banking was launched in 2007 and in less than 3 years they have 4 million customers using the service. Customers • Chose their bank based on low account minimums, competitive rates and convenient locations. • In 2009 10 million consumers used mobile banking and this was expected to grow to 37 million by 2014. • Customers willing to use mobile banking are not the same as online users. • Security issues, low value and cost of data access were the primary reasons why customers would not use mobile banking. • Debit card holders were the most active users because of the convenience of checking their account balances at any time. • They are reluctant to try a new banking service if it represented an extra cost and were also afraid of losing control of their finances...
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...India’s Position * Indian banking sector has been classified as group 5(BBB- / stable / A-3). S&P accepts that the new government is growth centric but expects only gradual recovery. It believes the risk from economic imbalance would alleviate as credit growth could remain moderate and inflation adjusted property prices are likely to decline. “mPassBook” facility launched by SBI * The SBI included “mPassBook” facility in its android application “State Bank Anywhere” for SBI retail banking users. * mPassBook is an electronic application of a physical passbook for savings bank and current accounts. It remembers the transactions made by the user and syncs it into the passbook. The facility is expected to benefit around 1.5 million users. China launches Asian Infrastructure Investment Bank (AIIB) * In order to reduce the influence of west dominated World Bank China launched AIIB with initial corpus of $100 billion. China contains 50% shareholding in the bank. The bank aims to rival Asian Development Bank which is largely dominated by Japan along with the U.S. * Few nations like Australia, Indonesia and South Korea refrained from attending the launch under political pressure from the U.S. Whereas India will play its role as founding member along with 20 other...
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...CHAPTER - I CONCEPTUAL OVERVIEW CONCEPTUAL OVERVIEW In modern retailing, attaining leadership and building an image in the customer's mind requires a great deal of skill and planning. Al Ries and Jack Trout long ago talked about positioning as being a 'battle of the mind'. Even today this holds true: a store brand has to break through the clutter and make an impression on the customer's mind to eventually convert the coordinated entity of the store that's in the customer's mind into a particular image. Image can be described as the overall look of a store and the series of mental pictures and feelings it evokes in the beholder. For the retailer, developing a powerful image provides the opportunity to embody a single message, stand out from the competition and be remembered. Image is the foundation of all retailing efforts. While store layout, presentation, signage, displays and events can all change to reflect newness and excitement from one season to the next, they must always remain true to the underlying store image. Studies indicate that a retailer has roughly seven seconds to capture the attention of a passing customer. The following elements combine to form a distinctive image that not only reaches out and grabs the customer's attention, but also makes a positive impression in those precious few seconds. MERCHANDISING Merchandising, also known as the 'silent salesman', is the science and art of suggestive selling by display and presentation. Visual merchandising...
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