1

Training completed Under

Submitted by
Mr. Deepak Behl Belal
Ahmed (HDFC Bank)
Roll.No.0810867019
MBA
rd
3 Semester

Submitted to
Mr. kanahiya
HoD (MBA)

(
Affiliated to P.T.U. Jalandhar Punjab, Approved by AICTE)
 2

First of all I would like to pay thanks Mr. Sameer sir(HoD )&Mr. Pranai sir(T&P
cell) for providing Industrial training in HDFC Bank limited
After that I would also like to thanks Mr. Niteen Kedia sir(BM hdfc bank
lahurabeer) for they always supported me as much as they could have whenever
indeed them.

I would also like to express my sincere and profound gratitude to my

project guide Mr. Deepak behl (tellor) who has been a constant source of inspiration
throughout my project. I thank him for the guidance given by him to complete my
project.
I would also like to thank Mr. Saurabh Sukla sir (ABM) who has been of great help
to me and helping me whenever I needed help.
Last but not the least I would like to thank Mr. Ravi Tripathi(PB), Mr Mr. Prem
Srivastava(PB), and all the staff of HDFC Bank (lahurabeer branch)who helped me
in successful completion of the project without them it would have been very
difficult for me to complete the project successfully.
In the end I would like to thank my parents for their support and posivity which
they have inherited in me and made me an optimistic person.

Belal Ahmed
MBA 3rd Sem(4th bach)
SAMS IBM Varanasi
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It is the process of imparting of specific skills for doing a particular job. It is also planned program
design to improve peformance & bring about measurable changes in knowledge, skills, attitudes, social,
behavior of the employees.

1. Organizational objectives and strategies-the first step in the training process in the organization
is the assessment of its objectives and strategies at what level of quality do we wish to provide
services & where do we want to be in the future.
2. Assessment of training need-need assessment identifying present problem & future challenges
to be complete through training , organization spend vast sum of money on training , before
commitment such use resources organization would do well to assess the training need of their
employees.
3. Establishment of training goal-without clear set goal it is not possible to design a training
program. Goal must be tangible , verifiable, & measurable.
4. Designing training program-every training must address certain issue-
-who participate in the training program. –
who are the trainers
-what method & techniques are to be used for training
-what learning principles are needed
5. Implementation of training program-once the training program has been designed it needs to be
implemented , by using following tips -deciding the
location and organizing training and other facilities -scheduling the training
program -conducting the program
-monitors the program of trainees
6. Evaluation of result-the last stage in the training process is evaluation of result . Since use sums
of money are spent on training , how far the program has been useful must be determine.
 4

========== Technology
====== Rain forcing
====== Activating
====== Inducing
====== Nurturing/group/efforts
====== Inspiring for initiation
====== No’ to on’ conversion
====== Generating new thinking

1. optimum utilization of existing resources and enhancing productivity.

2. Bridge the skill gap –function & managerial arising from career growth
& technological advancements.
3. Develop multi skilled work force for over all business perspective process
orientation & flexibility in there development.
4. Nature talent to develop leadership across all levels of the organization.
5. provide multiple learning opportunities to employees & help them
realize their full potential
6. Prepare the organization to anticipate &lead change. 7.Promote
the work ethos, which emphasize performance orientation, participation,
& innovation.
Management is committed to provide opportunities to all employees, time
&resources to the develop their full potential.
 5

;-To get a practical knowledge of Banking service.

;-To analyze the patty cash & pass out daily expenses entry .

;-To analyze the cheque, fund transfer, RTGS & payment.

;-To getting some thing knowledge about devid card, credit card, phone-
banking& net-banking.

;-To analyze the banking soft-ware.

;- To analyze the customer requirement planning procedure.

;- To analyze the current procedure of banking in India.

6
 7

History of hdfc Bank

Housing Development Finance Corporation Limited, more popularly
known as HDFC Bank Ltd, was established in the year 1994, as a part
of the liberalization of the Indian Banking Industry by Reserve Bank of
India (RBI). It was one of the first banks to receive an 'in principle'
approval from RBI, for setting up a bank in the private sector. The bank
was incorporated with the name 'HDFC Bank Limited', with its
registered office in Mumbai. The following year, it started its operations
as a Scheduled Commercial Bank. Today, the bank boasts of as many
as 1412 branches and over 3275 ATMs across India.
Amalgamations
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a
private sector bank promoted by Bennett, Coleman & Co. / Times
Group). With this, HDFC and Times became the first two private banks
in the New Generation Private Sector Banks to have gone through a
merger. In 2008, RBI approved the amalgamation of Centurion Bank of
Punjab with HDFC Bank. With this, the Deposits of the merged entity
became Rs. 1,22,000 crore, while the Advances were Rs. 89,000 crore
and Balance Sheet size was Rs. 1,63,000 crore
 8

Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore
(Rs5.5 billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2
billion). In terms of equity share, the HDFC Group holds 19.4%.
Foreign Institutional Investors (FIIs) have around 28% of the equity and
about 17.6% is held by the ADS Depository (in respect of the bank's
American Depository Shares (ADS) Issue). The bank has about
570,000 shareholders. Its shares find a listing on the Stock Exchange,
Mumbai and National Stock Exchange, while its American Depository
Shares are listed on the New York Stock Exchange (NYSE), under the
symbol 'HDB'.
Tech-Savvy
HDFC Bank has always prided itself on a highly automated
environment, be it in terms of information technology or communication
systems. All the braches of the bank boast of online connectivity with
the other, ensuring speedy funds transfer for the clients. At the same
time, the bank's branch network and Automated Teller Machines
(ATMs) allow multi-branch access to retail clients. The bank makes use
of its up-to-date technology, along with market position and expertise,
to create a competitive advantage and build market share
 9

Business Summary
HDFC Bank Limited provides various financial products and services. It operates in three
segments: Retail Banking, Wholesale Banking, and Treasury. The Retail Banking segment
provides various deposit products, including savings accounts, current accounts, fixed
deposits, and demat accounts. It also offers auto, personal, commercial vehicle, home, gold,
and educational loans; loans against securities, property, and rental receivables; and health
care finance working capital finance, construction equipment finance, and warehouse receipt
loans, as well as credit cards, debit cards, depository, investment advisory, bill payments, and
transactional services. In addition, this segment sells third party financial products, such as
mutual funds and insurance, as well as distributes life and general insurance products through
its tie-ups with insurance companies and mutual fund houses. The wholesale banking segment
provides loans, non-fund facilities, and transaction services to large corporate, emerging
corporate, small and medium enterprise, supply chain, public sector undertaking, central and
state government departments, and institutional customers. It offers deposit and transaction
banking products, supply chain financing, working capital and term finance, agricultural loans,
and funded, non-funded treasury, and foreign exchange products. This segment’s services
include trade services, cash management, money market, custodial, tax collection, and
electronic banking. In addition, it provides correspondent bank services to co-operative banks,
private banks, foreign banks, and regional rural banks; and wealth management products for
non-resident Indians. The Treasury Services segment operates primarily in areas, such as
foreign exchange, money market, interest rate trading, and equities. As of March 31, 2009,
HDFC Bank had a network of 1,412 branches and 3,295 automated teller machines in 528
cities in India. The company was founded in 1994 based in Mumbai, India and is
 10

Mission

Our mission is to be “a World Class Indian Bank”,

benchmarking ourselves against international standards and
best practices in terms of product offerings, technology,
service levels, risk management and audit & compliance. The
objective is to build sound customer franchises across distinct
businesses so as to be a preferred provider of banking
services for target retail and wholesale customer segments,
and to achieve a healthy growth in profitability, consistent
with the Bank’s risk appetite. We are committed to do this
while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory
compliance.

Vision

By 2010 we will enable economics and social changes. increasing to

branch in over all India, and development to banking structure and
financial service. Setup to global business environment
 11

Introduction
”bank is an institution which trades in money establishment
further deposit, custody and issue of money as also for
making loans and discount and facilitating the transmission of
remittance from one place to another’’
Banking means the accepting or the purpose of
lending and investment of deposit of money from the public,
repayable on demand or otherwise and withdrawal by cheque,
draft, order or otherwise.’’

Function of commercial Bank

The Function of commercial bank can be divided in to three
parts such as fallows ;

(1)Main function
The main function of any commercial bank is follows
 Accepting deposit
 Giving of loan
(2)Agency function
 Collection of cheque , bills etc.
 Payments of cheque & bills
 Collection of payments
 Other payments on behalf of customer
 Fund transfer
 Buying and selling share and securities for there
customer
 Under writing
 Financial advisor
 Acting as trustees etc.
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Other general utility function

 Custody of movable property

 Providing foreign exchange
 Providing consumer credit
 Facility of traveler’s cheque and letters of credit
 Training facilities
 Collection and publication of banking statistics

Important of banking
Formation of capital
 Utilization of national wealth
 Economic development
 Improvement in standard of living
 Progress of business
 Security of valuable
 Customer service
 Creation of credit
 Evaluation of economic situation
 Aid to state
 Elasticity in monetary system
 Balancing the supply of resources
 Use of credit investment
 13

Organizational Structure
Top management

Mr. Jagdish Capoor

Mr. Aditya Puri
Mr. Keki M. Mistry
Mrs. Renu Karnad
Mr. Arvind Pande
Mr. Ashim Samanta
Mr. C M Vasudev
Mr. Gautam Divan
Dr. Pandit Palande
Mr. Paresh Sukthankar
Mr. Harish Engineer

Mr.Jagdish Capoor()
 14

Mr. Jagdish Capoor holds a Masters degree in Commerce and is a Fellow member of Indian Institute of Banking and Finance.
Prior to joining the Bank, Mr. Capoor was the Deputy Governor of the Reserve Bank of India. He retired as Deputy Governor
of Reserve Bank of India after serving for 39 years. While with Reserve Bank of India, Mr. Capoor was the Chairman of the
Deposit Insurance and Credit Guarantee Corporation of India and Bharatiya Reserve Bank Note Mudran Limited. He also
served on the boards of Export Import Bank of India, National Housing Bank, National Bank for Agriculture and Rural
Development (NABARD) and State Bank of India.
Mr. Capoor is on the Boards of the Indian Hotels Company Limited, Bombay Stock Exchange Limited, GHCL Limited, LIC
Pension Fund Limited, Assets Care Enterprise Limited and Quantum Trustee Co. Pvt. Ltd. He is a member of the Board of
Governors of the Indian Institute of Management, Indore. Mr. Capoor is a Trustee of The Stock Exchange Investors' Protection
Fund and Sumati Capoor Charitable Trust.
Mr. Capoor is a member of the Audit Committees of Indian Hotels Company Limited, GHCL Limited and Quantum Trustee Co.
Pvt. Ltd. He is chairman of Share Allotment and Shareholders’ Grievance Committee of Bombay Stock Exchange Limited.
Mr. Capoor holds 300 equity shares in the Bank as on March 31, 2008.

Aditya puri(M.D.)

Mr. Aditya Puri holds a Bachelors degree in Commerce from Punjab University and is an associate member of the Institute of
Chartered Accountants of India. Mr. Aditya Puri has been the Managing Director of the Bank since September 1994. He has
about 35 years of banking experience in India and abroad.
Prior to joining the Bank, Mr. Puri was the Chief Executive Officer of Citibank, Malaysia from 1992 to 1994.
Mr. Puri holds 3, 37,953 equity shares in the Bank as on March 31, 2008.
Mr.Keki Mistry(Vice chairman&Managing Director)
K.

Mr. Keki Mistry holds a Bachelor of Commerce degree in Advanced Accountancy and Auditing and is also a Chartered
Accountant. He was actively involved in the setting up of several HDFC group companies including HDFC Bank. Mr. Mistry
has been deputed on consultancy assignments for the Commonwealth Development Corporation (CDC) in Thailand,
Mauritius, Caribbean Islands and Jamaica. He has also worked as a consultant for the Mauritius Housing Company and Asian
Development Bank.
Mr. Mistry is Vice Chairman & Managing Director of Housing Development Finance Corporation Limited and Chairman of
 15

GRUH Finance Limited. He is also a Director on the Board of HDFC Developers Limited, HDFC Standard Life Insurance Co.
Ltd, HDFC General Insurance Company Limited, Infrastructure Leasing & Financial Services Limited, Sun Pharmaceutical
Industries Limited, The Great Eastern Shipping Company Limited, NexGen Publishing Limited, India Value Fund Advisors
Private Limited, HDFC Asset Management Company Limited, Great ship (India) Limited, Griha Investments-Mauritius and
Association of Leasing & Financial Services Companies.
Mr. Mistry is the Chairman of the Audit Committee of HDFC General Insurance Company Limited, Sun Pharmaceutical
Industries Limited and The Great Eastern Shipping Company Limited. He is member of Audit Committee of HDFC Standard
Life Insurance Company Limited, Gruh Finance Limited, Infrastructure Leasing & Financial Services Limited and HDFC Asset
Management Company Limited. He is also a member of Investors Grievance Committee of Housing Development Finance
Corporation Limited, Remuneration Committee and Investment Committee of Gruh Finance Limited and Share Transfer
Committee of Infrastructure Leasing & Financial Services Limited.
Mr. Mistry is liable to retire by rotation and being eligible, offers himself for re-appointment at the ensuing Annual General
Meeting.

Mrs.Renu Karnad(Join Managing Director)

Mrs. Renu Karnad is a Law graduate and also holds a Masters Degree in Economics from Delhi University.

Mrs. Karnad is a Joint Managing Director of Housing Development Finance Corporation Limited and Chairperson of HDFC
Venture Capital Limited, HDFC Property Ventures Limited and Home Loan Services India Private Limited. She is a Director of
HDFC Asset Management Company Limited, GRUH Finance Limited, HDFC Realty Limited, Credit Information Bureau (India)
Limited, HDFC General Insurance Company Limited, ICI India Limited, Indraprastha Medical Corporation Limited, HDFC
Standard Life Insurance Company Limited, Sparsh BPO Services Limited, Mother Dairy Fruits & Vegetables Private Limited,
Feedback Ventures Private Limited, Motor Industries Co. Limited, Egyptian Housing Finance Company and Ascendas Pte.
Limited, Singapore. Mrs. Karnad is a member of the Managing Committee of Indian Cancer Society and Vice Chairperson of
the Governing Council of Indraprastha Cancer Society & Research Centre.
Mrs. Karnad is Chairperson of the Audit Committee of ICI India Limited, Credit Information Bureau (India) Limited, Motor
Industries Co. Limited and Mother Diary Fruits & Vegetables Private Limited. She is a member of the Audit Committee of
HDFC General Insurance Company Limited. She is the Chairperson of the Remuneration Committee of ICI India Limited. She
is also the member of Investment Committee, Compensation Committee, Compensation-ESOS Committee and Committee of
Directors of Gruh Finance Limited; Customer Service Committee and Risk Management Committee of HDFC Asset
Management Company Limited; Remuneration Committee of Credit Information Bureau (India) Limited and Sparsh BPO
Services Limited; and Shareholders/Investors Grievance Committee, Investment Committee and Property Sub-Committee of
Motor Industries Company Limited.
Mrs. Karnad is liable to retire by rotation and being eligible, offers herself for re-appointment at the ensuing Annual General
Meeting.
Mrs. Karnad holds 58,924 equity shares in the Bank as on March 31, 2008.

Mr.Arvind Pande
 16

Mr. Arvind Pande holds a Bachelor of Science degree from Allahabad University and a B.A. (Hons.) and M.A. (Economics)
degree from Cambridge University, U.K. He started his career in Indian Administrative Services and has held various
responsible positions in the Government of India. He was a Joint Secretary to the Prime Minister of India for Economics,
Science and Technology issues. Mr. Pande has served as a Director, Department of Economic Affairs, Ministry of Finance,
Government of India and has dealt with World Bank aided projects. Mr. Pande has also served on the Board of Steel Authority
of India Limited as its Chairman and Chief Executive Officer (CEO).
Mr. Pande is a Director of Coal India Limited, Bengal Aerotropolis projects Limited, Burnpur Cements Limited, Visa Steel
Limited, Era Infra Engineering Limited and Sandhar Technologies Limited. He is member of the Audit Committee of Coal India
Limited and Visa Steel Limited.
Mr. Pande does not hold any equity shares in the Bank as on March 31, 2008.
Mr.Ashim.Samanta

Mr. Ashim Samanta holds a Bachelor of Commerce degree from University of Bombay and has wide and extensive
experience in business for nearly 29 years. He has vast experience in the field of bulk drugs and pharmaceutical formulations.
He is a Director of Samanta Organics Private Limited, Nautilus Trading & Leasing Private Limited, Ashish Rang Udyog Private
Limited, Samanta Movies Private Limited and Shakti Cine Studios Private Limited. Mr. Samanta has also been engaged in
setting up and running of film editing and dubbing studio.
Mr.C M Vasudev

Mr. C. M. Vasudev holds a Masters Degree in Economics and Physics. He joined the Indian Administrative Services in 1966.
Mr. Vasudev has worked as Executive Director of World Bank representing India, Bangladesh, Sri Lanka and Bhutan. Mr.
Vasudev has extensive experience of working at policy making levels in the financial sector and was responsible for laying
down policies and oversight of management. He chaired World Bank’s committee on development effectiveness with
responsibility of ensuring effectiveness of World Bank’s operations. Mr. Vasudev has also worked as Secretary, Ministry of
Finance and has undertaken various assignments viz. Secretary, Department of Economic Affairs, Department of
Expenditure, Department of Banking and was Additional Secretary Budget with responsibility for framing budget of
Government and monitoring its implementation. He has also worked as Joint Secretary of Ministry of Commerce with
responsibility for state trading, trade policy including interface with WTO.
Mr. Vasudev is Director on the Board of Directors of ICRA Management Consultancy Services Limited, NOIDA Power
Company Limited and Noesis Consultancy Services Private Limited. He is a member of Audit Committee and the Chairman of
Remuneration Committee of ICRA Management Consultancy Services Limited and member of Audit Committee of NOIDA
Power Company Limited.
Mr. Vasudev does not hold any equity shares in the Bank as on March 31, 2008.
Mr.Gautam Divan
 17

Mr. Gautam Divan holds a Bachelors degree in Commerce and is a Fellow Member of the Institute of Chartered Accountants
of India. Mr. Divan is a partner in Rahul Gautam Divan & Associates, Chartered Accountants. Mr. Divan has wide experience
in financial and taxation planning of individuals and limited companies and auditing accounts of large public limited companies
and nationalised Banks. Mr. Divan enjoys substantial experience in structuring overseas investments to and from India.
Mr. Divan is on the Board of HDFC Standard Life Insurance Company Limited, Baltic Consultancy & Services Private Limited,
Bell Ceramics Limited, Brady & Morris Engineering Company Limited, Chandanbhoy and Jassoobhoy Consultants Private
Limited, Serendib Investments Private Limited and Ascent Hotels Private Limited. He is Chairman of Audit Committee and
Remuneration Committee of Bell Ceramics Limited. He is the Chairman of Audit Committee of HDFC Life Insurance Company
Limited. He is a partner of M/s Rahul Gautam Divan & Associates.
Mr. Divan does not hold any equity shares in the Bank as on March 31, 2008.

Mr.Pandit Palande

Dr. Pandit Palande has a Ph.D. degree in Business Administration and has completed an Advance Course in Management
from Oxford University and the Warwick University in UK. Dr. Palande has worked as a Director of School of Commerce and
Management for 15 years in Yashwantrao Chavan Maharashtra Open University (YCMOU). At present, Dr. Palande is Pro-
Vice Chancellor of YCMOU.
Dr. Palande has extensive experience of working in the fields of business administration, management and agriculture. Under
the guidance of Dr. Palande, YCMOU has become one of the green universities in India. As a project Director of Indian Space
Research Organisation (ISRO) GAP-3 of YCMOU, Dr. Palande has been serving the agriculture community on a large scale
through satellite.
Dr. Palande is neither a director on the Board of any other company nor a member and chairman of any committee(s) of the
Board of Directors of any other company.
Dr. Palande does not hold any equity shares in the Bank on March 31, 2008 as well as on the date of his appointment.
Mr.Paresh.Sukthankar

Mr. Paresh Sukthankar has been appointed as Executive Director of the Bank for a period of three years with effect from 12th
October 2007.
He has done Masters in Management Studies from Jamnalal Bajaj Institute of Management Studies, Mumbai. Mr. Sukthankar
has been associated with the Bank since 1994 in various senior capacities and has direct or supervisory responsibilities for the
Credit & Market Risk and Human Resources functions and for various strategic initiatives of the bank. He has over 22 years of
experience in the fields of finance and banking. Prior to joining the Bank, he worked with Citibank for 9 years in various areas
including corporate banking, risk management, financial control and credit administration.
Mr. Sukthankar is neither a director on the Board of any other company nor a member and chairman of any committee of the
Board of Directors.
He holds 1,59,656 equity shares in the Bank as on March 31, 2008.
Mr.Harish Engineer
 18

Mr. Harish Engineer has been appointed as Executive Director of the Bank for a period of three years with effect from 12th
October 2007.
He holds a Diploma in Business Management from Hazarimal Somani College, Mumbai. Mr. Engineer has been associated
with the Bank since 1994 in various capacities and is responsible for Wholesale Banking at present. He has over 38 years
experience in the fields of finance and banking. Prior to joining the Bank, he worked with Bank of America for 26 years in
various areas including operations and corporate credit management.
Mr. Engineer is neither a director on the Board of any other company nor a member and chairman of any committee of the
Board of Directors. He is member of the Board of Boston Analytics, Boston (USA).
He holds 64,000 equity shares in the Bank as on March 31, 2008

Audit and Compliance Committee

The Audit and Compliance Committee of the Bank is chaired by Mr.
Arvind Pande. The other members of the Committee are Mr. Ashim
Samanta, Mr. C. M. Vasudev, Mr. Gautam Divan and Dr. Pandit
Palande. Dr. Pandit Palande was inducted as member of the
Committee w.e.f. May 17, 2007. All the members of the Committee are
independent directors and Mr. Gautam Divan is a financial expert.

The Committee met 7 (seven) times during the year.

The terms of reference of the Audit Committee are in accordance with

Clause 49 of the Listing Agreement entered into with the Stock
Exchanges in India, and inter alia include the following:

Overseeing the Bank's financial reporting process and ensuring

 19

correct, adequate and credible disclosure of financial information.

Recommending appointment and removal of external auditors and
fixing of their fees.
Reviewing with management the annual financial statements before
submission to the Board with special emphasis on accounting policies
and practices, compliance with accounting standards and other legal
requirements concerning financial statements.
Reviewing the adequacy of the Audit and Compliance functions,
including their policies, procedures, techniques and other regulatory
requirements, and
Any other terms of reference as may be included from time to time in
clause 49 of the listing agreement.
The Board has also adopted a charter for the audit committee in
connection with certain United States regulatory standards as the
Bank's securities are also listed on New York Stock Exchange.

Compensation Committee

The Compensation Committee reviews the overall compensation

structure and policies of the Bank with a view to attract, retain and
motivate employees, consider grant of stock options to employees,
reviewing compensation levels of the Bank's employees vis-à-vis other
banks and industry in general.

The Bank's compensation policy is to provide a fair and consistent

basis for motivating and rewarding employees appropriately according
to their job / role size, performance, contribution, skill and competence.

Mr. Jagdish Capoor, Mr. Ashim Samanta, Mr. Gautam Divan and Dr.
Pandit Palande are the members of the Committee. Dr. Pandit Palande
 20

was inducted as member of the Committee w.e.f. May 17, 2007. The
Committee is chaired by Mr. Jagdish Capoor. All members of the
Committee other than Mr. Capoor are independent directors.

The Committee met 3 (three) times during the year.

Committee Investors' Grievance (SHARE)

The Committee approves and monitors transfer, transmission, splitting

and consolidation of shares and bonds and allotment of shares to the
employees pursuant to Employees Stock Option Scheme. The
Committee also monitors redressal of complaints from shareholders
relating to transfer of shares, non-receipt of Annual Report, dividends
etc.

The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri and Mr.
Gautam Divan. The Committee is chaired by Mr. Capoor. The
Committee met 11 times during the year. The powers to approve share
transfers and dematerialization requests have been delegated to
executives of the Bank to avoid delays that may arise due to non-
availability of the members of the Committee.

As on March 31, 2008, 43 instruments of transfer representing 3871

shares were pending and since then the same have been processed.
The details of the transfers are reported to the Board of Directors from
time to time.

During the year, the Bank received 142 complaints from shareholders,
which have been attended to.
 21

The Committee met 11 (eleven) times during the year.

Risk Monitoring Committee
The committee has been formed as per the guidelines of Reserve
Bank of India on the Asset Liability Management / Risk Management
Systems. The Committee develops Bank's credit and market risk
policies and procedures, verify adherence to various risk parameters
and prudential limits for treasury operations and reviews its risk
monitoring system. The committee also ensures that the Bank's credit
exposure to any one group or industry does not exceed the internally
set limits and that the risk is prudentially diversified.

The Committee consists of Mrs. Renu Karnad, Mr. Aditya Puri and Mr.
C. M. Vasudev and is chaired by Mrs. Renu Karnad.

The Committee met 5 (five) times during the year.

Credit Approval Committee

The Credit Approval Committee approves credit exposures, which are

beyond the powers delegated to executives of the Bank. This facilitates
quick response to the needs of the customers and speedy
disbursement of loans.

The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri, Mr.
Keki Mistry and Mr. Gautam Divan. The Committee is chaired by Mr.
Capoor.

The Committee met 2 (two) times during the year.

 22

The Premises Committee

The Premises Committee approves purchases and leasing of premises

for the use of Bank's branches, back offices, ATMs and residence of
executives in accordance with the guidelines laid down by the Board.
The committee consists of Mr. Aditya Puri, Mr. Ashim Samanta, Mrs.
Renu Karnad and Dr. Pandit Palande. Dr. Pandit Palande was inducted
as member of the Committee w.e.f. May 17, 2007. The Committee is
chaired by Mrs. Renu Karnad.

The Committee met 4 (four) times during the year.

Nomination Committee
The Bank has constituted a Nomination Committee for recommending
the appointment of independent / non-executive directors on the Board
of the Bank. The Nomination Committee scrutinizes the nominations
for independent / non-executive directors with reference to their
qualifications and experience. For identifying ‘fit and proper' persons,
the Committee adopts the following criteria to assess competency of
the persons nominated:

Academic qualifications, previous experience, track record, and

Integrity of the candidates.

For assessing the integrity and suitability, features like criminal records,
financial position, civil actions undertaken to pursue personal debts,
refusal of admission to and expulsion from professional bodies,
sanctions applied by regulators or similar bodies and previous
questionable business practice are considered.

The members of the Committee are Mr. Arvind Pande, Mr. Ashim
Samanta and Dr. Pandit Palande. Dr. Pandit Palande was inducted as
member of the Committee w.e.f. May 17, 2007. The Committee is
 23

chaired by Mr. Arvind Pande. All the members of the Committee are
independent directors.

The Committee met 2 (two) times during the year.

Fraud Monitoring Committee
Pursuant to the directions of the Reserve Bank of India, the Bank has
constituted a Fraud Monitoring Committee, exclusively dedicated to the
monitoring and following up of cases of fraud amounting to Rs.1 crore
and above. The objective of this Committee is the effective detection of
frauds and immediate reporting thereof to regulatory and enforcement
agencies and actions taken against the perpetrators of frauds.

The terms of reference of the Committee are as under:

Identify the systemic lacunae, if any, that facilitated perpetration of

the fraud and put in place measures to plug the same.
Identify the reasons for delay in detection, if any, reporting to top
management of the Bank and RBI.
Monitor progress of CBI / police investigation and recovery position.
Ensure that staff accountability is examined at all levels in all the
cases of frauds and staff side action, if required, is completed quickly
without loss of time.
Review the efficacy of the remedial action taken to prevent
recurrence of frauds, such as strengthening of internal controls.
Put in place other measures as may be considered relevant to
strengthen preventive measures against frauds.

The members of the Committee are Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry and Mr. Arvind Pande.
The Committee is chaired by Mr. Jagdish Capoor. The Committee met 4 (four) times during the year.
 24

Customer Service Committee

The Committee monitors the quality of services rendered to the

customers and also ensures implementation of directives received
from RBI in this regard. The terms of reference of the Committee are to
formulate comprehensive deposit policy incorporating the issues
arising out of death of a depositor for operations of his account, the
product approval process, the annual survey of depositor satisfaction
and the triennial audit of such services.

The members of the Committee are Mr. Keki Mistry, Mr. Arvind Pande
and Dr. Pandit Palande. Dr. Pandit Palande was inducted as member
of the Committee w.e.f. May 17, 2007.

The Committee met 4 (four) times during the years

 25

Strengths

* HDFC Bank is Second largest private bank in India, having 1412 Branches and over 3275
ATMs across 528 cities at march end 2009 .

*Net profit grows on YOY basis by 41% from Rs. 1,590 crore as on 2007-08 to Rs.2,245 crore as on
2008-09

* Total no. of employs closed to 80,000 people.that is lessthan SBI but more than
ICICI bank(in the private sector, only only larger group such as the Tatas, Birlas, or reliance
employee.more )
 26

* Cost to income ratio at 53.6% was one of the highest amongst private Bank in FY09(It was 45%
AXIS& ICICI Bank’s)

* At march end 2009 Total Bank deposit is 44% of the bank deposit based (better than SBI’s
42%,and ICICI Bank’s 25% only)

*The CBoP merger has led to anet worth accretion of about Rs.1,34 crore v/s CBoP’s
Net assets of approximately Rs. 2,090 crore.

* Stock of NPAs shot up by 119 % to Rs.1,988 crore during the further quarter ended.

* Interest from investments income 20.42 % and interest from advances make up for over 61.85
% income in 2008-09.

* Profit after tax for financial year 2009 was Rs. 2,245 crore

* Total advances was Rs.63,427 crore as on 2007-08 increase to Rs,9,8883 as on 2008- 09.

* Total deposits was Rs,1,00,769 crore as on 2007-08,increase to Rs,1,42,813 crore as on 2008-

09
* Capital Adequacy Ratio(CAR) grows on YOY Basis by 13.60 % as on 2007-08 to
15.10 % as on2008-09

* There are 40 branches posted anet profit of Rs ,2,100 crore for 2008-09 by comparison

* Younger generation of customers targeted through IT enabled product and service ;

--Online trading of shares

--Online fund transfer,
--online payments of taxes
--phone banking
--internet banking
--E-shopping
 27

Weakness
• In this booming market where we need to capture the
mind of customer by providing them with new global
facility and service should be available everywhere .if we
talk about SBI it have 36 ATMs UBI 18 ATMs where as
HDFC Bank has only 4 ATMs and 3 Branch.
• Some customer are not satisfied about banking service and
facilities
 28

• It have not goods channels in rural and semi- urban area it was
totally cover to city and multi-city area. but Nationalized bank
cover total area.
• It have only 1,412 branches across only 528 cities in India
compare to other competitors bank it is very few and does not
cover to over all India.
• HDFC Bank has ICICI,IDBI,AXIS,SBI,PNB,BOB,UBI, Ing-
Vesya,Standard Charter , ABN-AMRO,and CITY BANK,as
competitors which are more powerful in terms of secured
market.

Opportunity

• Where all banks re facing problems Lehman

brothers ,Bank of America , Merrill lynch was
insolvency all over world economic condition is
very bad .market was be decrease day-by-day.
 29

HDFC is a bank which is strong enough to run

properly in this competitive market.
• As being a private sector bank it is fresh from all
kinds of rumors o it has got a new channel to
makes its reputation before customer.
For example many international bank have faced a
tragedy of being defame in the view of customers.
• HDFC Bank can service is very goods compare the
other private sector and nationalized bank. It can
provide the easy loan facility to the customer and
an make aproper goodwill.
• It have nice chance to spread its branches over
small city and sub-urban over of India.
Domestic consumption continues to drive growth. India
is expected to be least impacted due to the global
slowdown due to its diverse economic base and
favourable demographics. The Company has focused
on direct to consumer lending, innovative structuring
of credit solutions, strong processes and prudent risk
management. The company follows a micro market
approach to geographic segmentation of markets.
The company plans to expand its product portfolio by
adding General Insurance services and Investment!
Savings Products such as sale of Mutual funds to its
portfolio.
 30

Threat

Irrational pricing, lenient credit norms in the past have

led to increase in Non-performing assets across the
retail lending space.
The markets will continue to mature leading to rising
expectation from consumers and your Company’s
growth will depend on its ability to differentiate its
products ! services to compete effectively.
Growth of the company’s asset book, quality of assets
and ability to raise funds depends significantly on the
economy. Unfavourable events in the Indian economy
can affect consumer sentiment. Changes in
Government policy, regulatory framework could impact
the company’s operations.

Recently many private banks have faced a great losses

and some international banks was insolvency due to
bad economic condition .and now they will be in the
market with different strategy so now to look for the
innovation and try to find out the weakness of these
banks.
Still HDFC Have not got a very good service channels
so it ,needs to improve its service and increase the
no.of its channels
HDFC Bank staff is very few according to customer
service compare to other banks so it need to increase
our staff and open new branch recently.
 31

Awards and Achievements - Banking Services

 32

2009

Asia Money 2009 'Best Domestic Bank in India'

Awards

IBA Banking 'Best IT Governance Award - Runner up'

Technology Awards
2009

Global Finance Award 'Best Trade Finance Bank in India for 2009
'Best IT Governance and Value Delivery'
IDRBT Banking
Technology
Excellence Award
2008
'Asian Banker Best Retail Bank in India Award 2009 '
Asian Banker
Excellence in Retail
Financial Services

2008

Finance Asia Country 'Best Bank and Best Cash Management Bank'
Awards for
Achievement 2008
'Indian of the Year (Business)'
CNN-IBN
'Best IT Adoption in the Banking Sector'
Nasscom IT User
Award 2008
'Best Bank 2008'
Business India
Fab 50 companies in Asia Pacific
Forbes Asia
Best Retail Bank 2008
Asian Banker
Excellence in Retail
Financial Services

Asiamoney Best local Cash Management Bank Award voted by Corporates

Security Strategist Award 2008
Microsoft & Indian
Express Group

World Trade Center For outstanding contribution to international trade services.

Award of honour

Business Today- One of India's "Most Innovative Companies"

Monitor Group survey
Best Bank Award in the Private Sector category
Financial Express-
 33

2007

'Corporate Best Bank' Award

Dun & Bradstreet –
American Express
Corporate Best Bank
Award 2007
'Best Corporate Social Responsibility Practice' Award
The Bombay Stock
Exchange and
Nasscom
Foundation's
Business for Social
Responsibility Awards
2007

Outlook Money & Best Bank Award in the Private sector category.
NDTV Profit
Best Retail Bank in India
The Asian Banker
Excellence in Retail
Financial Services
Awards
Our Managing Director Aditya Puri wins the Leadership Achievement Award for India
Asian Banker
 34

Accounts & Deposits Loans Investments & Insurance

Savings Accounts Personal Loans Mutual Funds
Regular Savings Account SmartDraft Tax Planning
Savings Plus Account Home Loans Insurance
SavingsMax Account Two Wheeler Loans General & Health Insurance
Senior Citizens Account New Car Loans Bonds
No Frills Account Used Car Loans Knowledge Centre
Institutional Savings Express Loans Plus Equities & Derivatives
Gold Loan Mudra Gold Bar
Salary Accounts
Educational Loan
Payroll
Loan Against Securities Forex Services
Classic
Loan Against Property Products & Services
Regular
Premium Loans Against Rental Trade Services
Defence Forex Services Branch
No Frills Salary Account Health Care Finance
Reimbursement Current Tractor Loans RBI Guidelines
Commercial Vehicle Forex Limits
Kid's Advantage Account
Pension Saving Bank Working Capital Finance Payment Services
Construction Equipment NetSafe
Family Savings Group
Merchant Services
Kisan No Frills Savings Warehouse Receipt Loans
Prepaid Refill
Kisan Club Savings
ngpay
Current Accounts Cards
BillPay
Plus Current Account
Credit Cards Visa BillPay
Trade Current Account
Silver Credit Card PayNow
Premium Current Account
Value Plus Credit Card Register & Pay
Regular Current Account
Gold Credit Card InstaPay
RFC - Domestic Account
Titanium Credit Card DirectPay
Flexi Current Account
Woman's Gold Credit Card Visa Money Transfer
Apex Current Account
Platinum Plus Credit Card RTGS Funds Transfer
Max Current Account
Visa Signature Credit Card e-Monies Electronic Funds
Fixed Deposits
World MasterCard Credit
Recurring Deposit Excise & Service Tax
Regular Fixed Deposit Corporate Platinum Credit
35
36
 37

HDFC BANK LTD. - FINANCIAL RESULTS

(INDIAN GAAP)
FOR THE YEAR ENDED MARCH 31, 2009
The Board of Directors of HDFC Bank Limited approved the annual
audited (Indian GAAP) accounts for the year ended March 31, 2009 at
their meeting held in Mumbai on Thursday, April 23, 2009.
The merger of Centurion Bank of Punjab Ltd (CBoP) with HDFC Bank
Limited became effective on May 23, 2008 as per the order of Reserve
Bank of India (RBI), with April 1, 2008 as the appointed date. The
financial results for the year ended March 2009 are therefore for the
merged entity, whilst the results for the year ended March 2008 are on a
standalone basis for HDFC Bank and are therefore, not comparable.

FINANCIAL REPORTS:
Profit & Loss Account: Quarter ended March 31, 2009
For the quarter ended March 31, 2009, the Bank earned total income of
Rs.5,365.5 crores as against Rs.3,505.5 crores in the corresponding
quarter ended March 31, 2008, registering a growth of 53.1%. Net
revenues (net interest income plus other income) were Rs.2,966.7 crores
 38

for the quarter ended March 31, 2009, an increase of 35.4% over
Rs.2,191.4 crores for the corresponding quarter of the previous year.
Interest earned (net of loan origination costs and amortization of premia
on investments held in the Held to Maturity (HTM) category) increased
from Rs.2,956.2 crores in the quarter ended March 31, 2008 to Rs.4,250.8
crores in the quarter ended March 31, 2009, up by 43.8%. Net interest
income (interest earned less interest expended) for the quarter ended
March 31, 2009 increased to Rs.1,852.0 crores, driven by average asset
growth of 29% and a net interest margin of 4.2%.

Other income (non-interest revenue) registered strong growth of 102.9%

from Rs.549.3 crores for the quarter ended March 31, 2008 to Rs.1,114.8
crores for the quarter ended March 31, 2009. The main contributor to
‘Other Income’ for the quarter was fees and commissions of Rs.714.8
crores, up 45.8% from Rs.490.4 crores in the corresponding quarter ended
March 31, 2008. The other two major components of other income were
foreign exchange/derivatives revenues of Rs.152.8 crores and profit on
revaluation/sale of investments of Rs.243.6 crores, as against Rs.60.4
crores and Rs.11.4 crores respectively, for the quarter ended March 31,
2008. Operating expenses for the quarter were at Rs.1,396.2 crores, as
against Rs.1,102.7 crores for the corresponding quarter of the previous
year and were 47.1% of net revenues as against 50.3% for the
corresponding quarter of the previous year. Provisions and contingencies
for the quarter were Rs.657.4 crores against Rs.465.1 crores for the
corresponding quarter ended March 31, 2008. The profit before tax grew
by 46.4% to Rs. 913.1 crores for the quarter ended March 31, 2009. After
providing Rs.282.2 crores for taxation, the Bank earned a Net Profit of
Rs.630.9 crores, an increase of 33.9% over the quarter ended March 31,
2008.
 39

Profit & Loss Account: Year ended March 31, 2009

For the year ended March 31, 2009, the Bank earned total income of
Rs.19,622.9 crores as against Rs.12,398.2 crores in the previous year. Net
revenues (net interest income plus other income) for the year ended
March 31, 2009 were Rs.10,711.8 crores, up 42.6% over Rs.7,511.0
crores for the year ended March 31, 2008. Net Profit for year ended
March 31, 2009 was Rs.2,244.9 crores, up 41.2%, over the corresponding
year ended March 31, 2008.
 40

Balance Sheet: As of March 31, 2009

The Bank’s total balance sheet size increased by 37.6% from Rs.133,177
crores as of March 31, 2008 to Rs.183,271 crores as of March 31, 2009.
Total deposits were Rs.142,812 crores, an increase of 41.7% from March
31, 2008. With savings account deposits of Rs. 34,915 crores and current
account deposits at Rs.28,445 crores, the CASA mix was at around
44.4% of total deposits as at March 31, 2009. Gross advances as at March
31, 2009 were Rs.100,239 crores, an increase of 48.3% over March 31,
2008. The Bank’s total customer assets (including advances, corporate
debentures, investments in securitised paper, etc. net of loans securitized
out) were Rs.100,436 crores as of March 31, 2009. Retail loans at Rs.
61,154 crores were up 55.5% over March 31, 2008 and now form 61% of
gross advances.
 41

Dividend:
The Board of Directors recommended an enhanced dividend of 100% for
the year ended March 31, 2009, as against 85% for the previous year.
This would be subject to approval by the shareholders at the next annual
general meeting.
Capital Adequacy:
The Bank’s total Capital Adequacy Ratio (CAR) as at March 31, 2009
(Computed as per Basel 1 guidelines) stood at 15.1% as against 13.6% as
Of March 31, 2008. The Bank adopted the Basel 2 framework as of
March 31, 2009 and the CAR computed as per Basel 2 guidelines stands
at 15.7% as against the regulatory minimum of 9.0%. Tier-I CAR was
10.6% as of March 31, 2009.
The Bank raised Rs.2,875 crores of Tier II bonds during the year ended
March 31, 2009.
 42

CHAPTER-3
43
44
45
46
47
48
49
50
51
52
53
 54

PROFIT AFTER TAX

 55

Rs in(crore)
4500
4000
3500
3000
2500 HDFC
2000 ICICI
1500 PNB
1000
500
0
2007-08 2008-9
 56

PROFIT BEFORE TAX

6000

5000 Rs in(crore)

4000
HDFC
3000
ICICI
2000 PNB

1000

0
2007-08 2008-09
 57

GROWTH IN NET PROFIT

Profit of the increase as per increasing of the banking business.

the increase in the Net Profit as fallows:-

In the year 2005-06 Net Profit is Rs. 87,078 lacks

250000 In the year 2006-07 Net Profit is Rs 1,14,145 lacks
In the year 2007-08 Net Profit is Rs 1,59,018 lacks
200000 In the year 2008-09 Net Profit is Rs 2,24,495 lacks

150000
NET PROFIT
100000

50000

0
2005-06 2006-07 2007-08 2008-09
GR OWTH IN CAPIT AL ADEQU ACY R ATIO IN HDFC
58
BANK LIMITED

2005-06 11.7%
2006-07 13.1%
2007-08 13.6%
2008-09 15.7%

16.00%
14.00%
12.00%
10.00%
8.00% capital adequacy
6.00% ratio

4.00%
2.00%
0.00%
2005-06 2006-07 2008-08 2008-09
59
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 61

(CHAPTER-4)

Audit and Operation

Management
62
63
 64

Operations
Products and Services
Retail lending, besides individuals, also addresses requirements of
businesses whose borrowing needs are akin to individual borrowers.
Thus, requirements of small and micro enterprises that are too small
to be serviced by corporate Lending Institutions are also well
serviced by Retail Lenders.
The segments being addressed are typically under serviced by the
larger commercial banks thus creating a profitable niche for the
Company to address.
The Company has launched the following products and services:
• Loans — The Company offers a range of Loans in the Unsecured
and Secured Loans space that fulfill the financial needs of its target
Segment.
• Insurance Services — The Company is a corporate agent for HDFC
Standard Life Insurance Company Limited. The Company sells
Insurance bundled with its Loan as a value-add as well as a
standalone product.
• Collection Services — The Company has a contract with HDFC
Bank for collection services. The Company has
set up call centers across the country with a capacity of over 990
seats to meet current business requirements.
 65

OPERATION MANAGEMENT

Introduction
Operation management is the manage of all activities
directly related to production of goods & services. The scope
of operation management is not limited only to manufacturing
industry but also extends to the service industry as well as
operation management is the important part in the completed
business cycle. Management decided plan the set of activities
for the aim of achieving some predefine goal

Objective of Operation Management

Common objective
that an effective operation management is expected to
achieve are;

Customer Satisfaction
While planning the activities in relation to operations,
management’s prime concern is customer satisfaction.
Management needs to study in details ,the expectations of
consumer from the service to be rendered or the product they
plan to produce. this objective forms the very basis of how a
product should be ? in the very fast step while designing a
product ,the management should take into specification

Profitability
As discussed above, achieve customer satisfaction the pricing
of should be competitive. Any organization is into the
business with aim of providing rendering service for growth
and profitability .for this ,the market price of the service
should be competitive an pre-fixed that help determine the
profitability for an organization. So for a management to be
 66

effective, it needs to produce the right quality that meets all

service specifications at minimal cost in order o increase
sales or maintain high profitability with the existing sales.

Timeliness
The service rendered has to be qualitative and cost
competitive. Further , even though if all the above criteria are
met with and the service does not reach the consumer when
required, the whole purpose is lost. The consumer does not
wait for the service rather he/she acquires the same from a
competitors .Therefore, to enable the successful sale for a
service , it should be timely delivered . operation
management play a vital role in providing the service timely
by effectively maintaining the operation schedules .
To summaries we can that
an effective operation management needs to produce a
service maintain the right quality in right quantity at the right
time and at minimal service charges.
All of the above can result in failure for the
management to achieve its pre-set objectives and targets.
 67

Cheque
A Preprinted from on which in stractions are given to an account holder to pay
a stated sum to named recipient. It is the most common from of payment of
debts all kinds.
Commonly cheque is two types MICR and
NON-MICR Cheque.
MICR cheque refers to that cheque that putting to nine digit MICR no. in
bottom position.

Types of cheque

Open cheque and cross cheque

Open cheque refers to that is not crossed and payment to cash in bank
window.

Crossing of cheque;-
Section 123 defines crossing as, where a cheque bears
across its face an addition of the words ‘&co’ or any parallel transverse lines
or of two parallel transverse line simply ‘either with or without the words ‘and
company’ or any abbreviation thereof. A cheque having the cross mark such
 68

as ’X’ is not generally regarded as crossed cheque. As payment cannot be

claimed across the counter on across cheque’ crossing of cheque serves as a
measure of safety against theft or loss of cheque in transit.
Types of crossing
Crossing may be either (1) General or (2) Special .General crossing implies
the addition of two parallel lines
‘Special crossing implies the specification of the names of the bank on the
face of the cheque

Banking history in india

India has a well developed banking system. Most of the banks in India were founded by
Indian entrepreneurs and visionaries in the pre-independence era to provide financial
assistance to traders, agriculturists and budding Indian industrialists. The origin of
banking in India can be traced back to the last decades of the 18th century. The General
Bank of India and the Bank of Hindustan, which started in 1786 were the first banks in
India. Both the banks are now defunct. The oldest bank in existence in India at the
moment is the State Bank of India. The State Bank of India came into existence in 1806.
At that time it was known as the Bank of Calcutta. SBI is presently the largest
commercial bank in the country.

The role of central banking in India is looked by the Reserve Bank of India, which in
1935 formally took over these responsibilities from the then Imperial Bank of India.
Reserve Bank was nationalized in 1947 and was given broader powers. In 1969, 14
largest commercial banks were nationalized followed by six next largest in 1980. But
with adoption of economic liberalization in 1991, private banking was again allowed.

The commercial banking structure in India consists of: Scheduled Commercial Banks
and Unscheduled Banks. Scheduled commercial Banks constitute those banks, which
have been included in the Second Schedule of Reserve Bank of India (RBI) Act, 1934.
RBI includes only those banks in this schedule, which satisfy the criteria laid down vide
section 42 (6)(a) of theAct.

Indian banks can be broadly classified into public sector banks (those banks in which
the Government of India holds a stake), private banks (government doe not have a stake
in these banks; they may be publicly listed and traded on stock exchanges) and foreign
banks.
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 80

(CHAPTER-5)

Conclusion
 81

LIMITATIONS
(Problems Faced During the Project)

“Life is full of complexities, diversities and

adventures”.
The more you live, the more your find yourself grasped in these complexities of lif
a successful person, one has to cross the hurdles of these complexities and belie
they are adventures which are to be explored. Similarly, following were the set of
or limitations which were faced by me before I could arrive at the successful com
of this

1) Main limitation is the availability of time and money.

2) Our organization has no internet facility.

 82

3) The office is far away from our room.

4) As most of the employee were busy in their work, it was difficult to meet them
individually for an interview

Conclusion
 83

RECOMMENDATIONS
After the study of “Audit and Operation Management“ I find that the Audit
importance is every bank and operation Management has to do more effectiv
for continuous success in the field of Service sector.
• There is need to introduce e- banking to avoid postal and courier’s delays.
• There is need to increase in our human resources.

• Generally financial transactions are settled on daily, weekly, & quarterly ba

our banking interim Management in India is not so advanced. So there is n
improve the banking sector so that it matches the pace of transactio
settlements in the all type’s organizations.
 84

• Other than futures and options, other instruments like swaps, swap options
be introduced so that area of operation management is broadened.

• There is need to open the customer care in every branches and settlemen
customer confusion

• Reduce the branch cost and daily expenses

 85

BIBLIOGHAPHY

Auditing -
Additionby-Dr JainandAgrawal
Operationmanagement -
Additionby-S.N.Chary
Bankinglawandpractice
Additionby–Donald-e-Fisher
RonaldJ.Jorden
Magazinesof ‘Businessworld’

Websitesvisited

• www.google.com
• www.hdfcbank.com
• www.rediffmail.com
• www.yahoo.com