Vision Statement

To be the leading financial services provider, partnering with our customers for a more prosperous and secure future.

Mission Statement
We are a team of committed professionals, providing innovative and efficient financial solutions to create and nurture long-term relationships with our customers. In doing so, we ensure that our shareholders can invest in us with confidence.

Our Values
These are the standards and principles which determine our behavior and how we interact with our customers and each other:

1. Integrity We are the trustees of public funds and serve our community with integrity. We believe in being the best at always doing the right thing. We deliver on our responsibilities and commitments to our customers as well as our colleagues. 2. Respect We respect our customers values, beliefs, culture and history. We value the equality of gender and diversity of experience and education that our employees bring with them. We create an environment where each individual is enabled to succeed. 3. Excellence

We take personal responsibility for our role as leaders in the pursuit of excellence. We are a performance driven, result oriented organization where merit is the only criterion for reward. 4. Customer Centricity Our customers are at the heart of everything we do. We thrive on the challenge of understanding their needs and aspirations, both realized and unrealized. We make every effort to exceed customer expectations through superior services and solutions. 5. Innovation We encourage and reward people who challenge the status quo and think beyond the boundaries of the conventional. Our teams work together for the smooth and efficient implementation of ideas and initiatives.

Swot Analysis
STRENGTHS The strengths of MCB are as: MCB is the first Pakistani privatized bank and because of its quality management, marketing, innovation in products and services is performing well in financial market. Has established a good reputation in the banking market Strict adherence with the banking procedures requirements, SBPs prudential regulation requirements and its SROs and international banking requirement as well as to its own set policies Strong and its attractive products Better focus on customer services and customization Flexibility with the changing environment Induction of the highly qualified professionals to change overall set up Weaknesses The noted weaknesses of MCB are as: The majority of people are not well aware about the products of MCB. Therefore it should advertise extensively especially RTC and Master Cards. A behavior has been noted that bank tries to feel at ease with good looking, rich and educated people and the poor looking customers feel some bit strange in the environment of the bank. The bank employees should try to accommodate behaviorally all type of customers. In MCB there is lack of specialized skill because of job rotation policy of human resource

department. The bank should concentrate upon increasing its abilities on individual service basis. Mismanagement of time is another big mistake in MCB branches, the bank official time of closing is 5:30pm but due mismanaging of time allocation and work the staff is normally on their seats till 7:00 or 8:00 clock. Process of development is bit slow due to its conservative approach Never prefer to be a leader and prefer to be a follower of others Slow improvement and acceptance of technological changes More emphasis on deposit accumulation and less on their mobilization

Opportunities Greater potential and opportunities for Credit Division if Liberal Policies being adopted. Can grab more market share for its RTCs, remittances and forex department through effective promotional and liberal policies. Inclusion of highly qualified professional can change the whole scenario and position of the bank if they have given the due liberty in performing their duties. Adoption of information technology will improve the customer services. More mobilization of accumulated deposit is possible through innovative financing to Agro Based Sector Leasing Personalized Financing Threats Change in government policies has affected the banking business. Still banks have to wait to get permission of state bank. The freezing of foreign currency accounts is a vital example of letting people not to trust on banks. The Competition has become severe by the entrants of so many banks, So to exist one will have to prove himself in its services through excellent management and will have to satisfy its shareholders. Otherwise he will be out the market. Employees unions have been allowed if not managed properly can affect performance. The decrease purchasing power of consumer in the current economic situation of the country affecting the business activity speed too much and the result is the low investment from the investors in new projects can create problem for the bank because it is working a lot in trade. Introduction of credit marketing by local and foreign banks is badly affecting the mobilization of the MCBs deposits due to the non presence of such department in it. Introduction and adoption of information technology as well as promotion of the computer culture by the local as well as foreign banks will definitely affect the services and business of

the MCB.

Pest Analysis Poitical

Employment practices are expected to change. Unions, Associations are being allowed to work effectively which can affect the performance of the company both positively or negatively. Political interference regarding policies is expected to increase as current government is in race of power gain. Due to lack of confidence on government investor is reluctant so mobilization of funds is going to decrease.

Economic
Inflation is very high which will decrease the demand as purchasing power is decreasing. Staff cost is increasing as basic wage rate has increased and inflation has compelled to will compel to increase salaries. Operating costs are increasing due to inflation. Interest rate is increasing so loan taking has decrerased. Value of rupee is decreasing which is pressurizing the economy.

Social And Cultural

Lack of experts is in our country regarding management hence innovative activities are slow and conventional methods are adopted. Cultural strain to savings is the reason due to which investment remains low . Declining work ethics is also our problem which is mainly due to poverty, lack of training. Inadequate Accountability ,lack of good governance and lack of good infrastructure helps creditor to cheat and heavy bad debts occur. Same situation is hoped to prevail. Inadequate Empowerment is also a usual problem in our organization as every person want to get more power hence there is less delegation of authority and decision making.

Technical
MCB has computerized its most of the branches but still some are manual there is need to computerized otherwise customers will get bad image. Now a days computerized system is used by banks whis is very effective. But MCB will have to improve its computerized technology as some fake transactions occur by ATM. Shortage of electricity is a big problem, Employees of each organization need IT training and organization has this trend. MCB will

have to follow it.

Recommendations and Suggestion

From the quantum of the profit and its financial data it can easily judged the after privatization Muslim Commercial Bank is performing well. Its deposits are growing day-by-day and so its profitability. The controlling body is responsible for the productive performance of the bank.Following are my observations and suggestion to improve the efficiency for the development of the bank.
Increase In Profits

People can be motivated to save money by offering the deposit through various investment schemes. The rate of profit should increase 1% or 2 % it would be profitable step for bank.
Increase Salaries

MCB is making good profits but giving less pay to their employees as compared to their competitors. So their salaries should be increased.
Change The Nature Of Work

Most of the bank employees are sticking to one seat only with the result that they become master of one particular job and loose their grip on other banking operation. In my opinion all the employees should have regular job experience all out-look towards banking. Their promotion policy should be adjusted accordingly.
Training

Every year some of the employees should be sent for training to other countries and employees from other branches should be brought here. Some more reading material should be provided the purpose should be to educate the employees with the advance studies in their field. The employee should be provided the opportunities to attend and participate in seminars and lectures on banking.
Incentive To Employees

Bank should give some more incentive to its employees in order to remove the conflict between lower and higher officers and should try to improve the working condition of the bank. Such system should be designed that every employee who has some problems with his officers can communicate to the higher management and some steps must be taken to improve that.

Performance And Reward

Smart, educated, skilled, well spoken and well versed staff personals should be rewarded and appreciated, while on the other hand lazy, lethargic, heard, rough-dealers and ill mannered must be warned and penalized but this all should be on merit and considering the policy of honesty is the best policy and not due to some personal liking, disliking prejudice and patrimonial. It is therefore suggested certain schemes and checks may be introduced in banks to increase efficiency through reward and punishment system.
Over Employed During my internship

period I felt that at some place the Muslim Commercial Bank Limited is over employed which is causing in expenditure. I think that the best way out for this problem is to pen new branches.
Promotion And Advertising

Bank must let potential customers know that all attractions for banking exist. This is done by advertising on television and obtaining press coverage, in conjunction with direct mail, window displays, leaflet in branches and in appropriate other locations (such as hotels, shops, etc.) and including leaflets in statement of accounts sent to existing customers in the hope that they will tell potential customers about the services provided by our bank.
More Focus on Salary Accounts

A logic leads to promotional campaign through employers who are customers of the banks and their employees are paid in cash. Such business accounts should be encouraged to open the accounts of their employees with the banks. It might be worth offering free banking for a specific period to new accounts or simply publicizing the services available by means of posters at the employers premises.

BIBLIOGRAPHY

1. 2. 3. 4. 5.

News Letters Magazines of MCB Annual Report of MCB 2010 Website: www.mcb.com.pk Personal interview with Mr. Babar Abrar (Operation Manager) staff MCB SATELLITE TOWN BRANCH, RAWALPINDI