Sme Loan of BBL

BRAC BANK
The Module of SME loan and repayment behavior of Customers of BRAC Bank Limited
Internship Report
SYLHET INTERNATIONAL UNIVERSITY
LETTER OF TRANSMITTAL
3rd December, 2012
Abu Sayeed Muhammad Abdullah Senior lecturer Business Administration Department Sylhet International University Sylhet. Subject: Submission of Internship Report.
Dear Sir, I would like convey to your knowledge that as per our MBA Program I have prepared my internship report under the topic of SME Loan of BRAC Bank Ltd. under your kind supervision. Now I like to submit my paper to you. I have tried my best to prepare the Report in consistence with the optimal standard under your valuable direction. I request you modestly to accept my paper as it may suffer from some shortcomings. I desired and endeavored to make this report a complete one. Therefore, I hope that this will meet the standard of your judgment. Thanking you for your kind supervision.
Yours faithfully,
Rafael Ul Kabir ID: 11104 Major: Marketing Department of Business Administration Sylhet International University
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SME loan of BRAC Bank Limited
TITLE PAGE
Internship Report On SME loan of BRAC Bank Ltd.

Prepared For
Abu Sayeed Muhammad Abdullah

Senior lecturer Business Administration Department Sylhet International University Sylhet.
Prepared by
Rafael Ul Kabir
ID: 11104 Major: Marketing Department of Business Administration Sylhet International University
Date of Submission
3rd December, 2012
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ACKNOWLEDGEMENT
It is a great pleasure to prepare internship report on SME loan of BRAC Bank Ltd. On this manner I would like to thanks and convey my gratitude to honorable Supervisor Abu Sayeed Mohammad Abdullah, Senior lecturer, Business Administration Department, Sylhet International University, Sylhet for letting me prepare this report and I would also like to express my sincere appreciation to him for his kind support and guidance. I am most grateful to my Branch supervisor, Mr. Abul Kalam Azad (Customer Service Manager, Uposhahar Branch) BRAC Bank Limited, for providing required information and his knowledgeable guideline which contributed a lot for writing this report. I also want to express my special thanks to, Mr. Juned, Mr. Shahriar, Mr. Obayed, Ms. Tinni, Ms. Joynob And My Branch Manager, Mr. Azim for their co-operation. Finally, I am grateful to my family, my friends and all other persons who gave me support and ideas to carry out my report by sacrificing their important time.
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EXECUTIVE SUMMARY
BRAC Bank Limited is incorporated as a public limited company on 4th of July 2001 under the company acts 1994 with able leadership of Mr. Fazle Hassan Abed who is the chairman of the bank. BRAC Bank limited a full service commercial bank with local and international institutional shareholding. BRAC Bank has been striving to provide best-in-theclass services to its diverse range of customers spread across the country under an on-line banking platform. The bank consists of major divisions named corporate banking, Retail banking, Probashi banking, small & Medium Enterprise (SME). Now a days SME loan sector is one of the major driving forces in the development of a market economy. In recent time researchers and banks are give much attention on it, BRAC bank is one of them and now BBL is the market leader of SME loan. For BBL, SME loan is the heart of the bank, because their major sources of income come from SME loan. The study will give in-depth knowledge about SMEs and SME loan in case of BRAC Bank Ltd. This report will also discuss loan portfolio of BBL. Moreover this is an exploratory study which will explore impact of marketing strategy on the SME loan of BRAC Bank Limited. Some topics like Portfolio analysis, Ratio analysis, Analysis of Demand Management, Market Segmentation, Target Marketing and Market Positioning these are chosen for properly complete the study. Further a survey analysis is also prepared to evaluate customer behavior and their satisfaction level.
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TABLE OF CONTENT
LATTER OF TRANSMITTAL ............................................................................................................................. 2 TITLE PAGE .................................................................................................................................................... 3 ACKNOWLEDGEMENT ................................................................................................................................... 4 EXECUTIVE SUMMARY .................................................................................................................................. 5 TABLE OF CONTENT ...................................................................................................................................... 6 LIST OF TABLES .............................................................................................................................................. 8 LIST OF FIGURES ............................................................................................................................................ 9 CHAPTER ONE: INTRODUCTION .................................................................................................................. 10 (1.1)BACK GROUND OF THIS REPORT ......................................................................................................... 10 (1.2) OBJECTIVE OF THE STUDY .................................................................................................................. 11 CHAPTER TWO: METHODOLOGY ................................................................................................................ 12 (2.1) Primary Sources .................................................................................................................................. 12 (2.2) Secondary sources .............................................................................................................................. 12 (2.3) Processing of Data .............................................................................................................................. 12 (2.4) Limitations of the study ...................................................................................................................... 12 CHAPTER THREE: OVERVIEW OF BRAC BANK LIMITED ............................................................................... 13 (3.1) About BRAC Bank Limited................................................................................................................... 13 (3.2) Mission................................................................................................................................................ 14 (3.3) Vision .................................................................................................................................................. 14 (3.4) Objectives ........................................................................................................................................... 14 (3.5) SME Banking division .......................................................................................................................... 15 (3.6) Strengths of SME division ................................................................................................................... 15 (3.7) Performance of BRAC Bank Limited ................................................................................................... 16 (3.8) Shareholding Structure ....................................................................................................................... 16 CHAPTER FOUR: CRITERIA & CONDITION OF SME LOAN ............................................................................ 17 (4.1) Selection Criteria of Potential Enterprise for SME ............................................................................. 17 (4.2) Terms and Conditions of SME Loan .................................................................................................... 19 CHAPTER FIVE: PROCEDURE OF SME LOAN ................................................................................................ 21
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(5.1) Loan Sanction activities ...................................................................................................................... 21 (5.2) Disbursement of SME loan ................................................................................................................. 22 (5.3) SME Loan Recovery Procedures ......................................................................................................... 25 (5.4) Closing procedures of SME loan in BRAC Bank: ................................................................................. 25 (5.5) Monitoring ........................................................................................................................................ 27 CHAPTER SIX: ANALYSIS OF SME LOAN IN BRAC BANK LIMITED ................................................................ 28 (6.1) SME in BRAC Bank .............................................................................................................................. 28 (6.2) Reason of SME program from the view point of BRAC Bank ............................................................. 28 (6.3) Structure of SME division of BRAC Bank & SME Network Coverage .................................................. 30 (6.4) Products & their features ................................................................................................................... 31 CHAPTER SEVEN: PERFORMANCE ANALYSIS OF SME LOAN IN BRAC BANK LIMITED ................................ 34 (7.1) Portfolio analysis of SME loan ............................................................................................................ 34 (7.2) Ratio analysis: ..................................................................................................................................... 35 (7.3) Analyzing of marketing Strategies related to SME loan .................................................................... 36 (7.4) Marketing Process Relates to SME loan ............................................................................................. 37 (7.5) Survey analysis in terms of questionnaire ......................................................................................... 41 CHAPTER EIGHT: FINDINGS ......................................................................................................................... 45 CHAPTER NINE: RECOMMENDATION & CONCLUSION ............................................................................... 46 (9.1) Recommendation ............................................................................................................................... 46 (9.2) Conclusion .......................................................................................................................................... 47 CHAPTER TEN: APPENDIXES ........................................................................................................................ 48 (10.1) Sample Questionnaire of Survey on SME Loan: ............................................................................... 48 (10.2) List of Abbreviation........................................................................................................................... 49 CHAPTER ELEVEN: BIBILIOGRAPHY ............................................................................................................. 50
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LIST OF TABLES
Table No 1: Shareholder Structure of BRAC Bank Ltd. Table No 2: Loan processing fees Table No 3: Rules of Anonno Rin
16 19 31 36 37 37 38 39 52
Table No 4: Range of the product under trade plus Table No 5: Loan and Advance portfolio analysis
Table No 6: Interest on loan and advance portfolio analysis Table No 7: Ratio analysis
Table No 8: Percentage Change Analysis of Demand of SME loan (2007) Table No 9: List of Abbreviation
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LIST OF FIGURES
Figure 1: SME Loan Process ........................................................................................................................ 15 Figure 2: Shareholder structure of BRAC bank ltd. ..................................................................................... 16 Figure 3: Structure of SME Division ............................................................................................................ 30 Figure 4: SME Network Coverage ............................................................................................................... 30 Figure 5: Target Market of BRAC Bank........................................................................................................ 38 Figure 6: Age limit of the client ................................................................................................................... 41 Figure 7: Educational qualification of the clients........................................................................................ 41 Figure 8:Purpose of loans ........................................................................................................................... 42 Figure 9: Time Requirement for Loan ......................................................................................................... 42 Figure 10: Different categories of business ................................................................................................ 43 Figure 11: Rate of interest .......................................................................................................................... 43 Figure 12: Repay monthly installment ........................................................................................................ 44 Figure 13: Services by the CRO of SME of BRAC Bank Limited ................................................................... 44
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CHAPTER ONE: INTRODUCTION
(1.1)BACK GROUND OF THIS REPORT

The importance of financial intermediaries in the development of the overall economy of country cannot be described in short. From the inception of the civilization the banking sector dominate the economic development of a country by mobilizing the saving from the general people and channeling those saving for investment and thus economic development and growth. Banking Industry is one of the most promising industries of our country. The importance of this sector revealed through its contribution in the economic growth of the country. This sector increase economic growth through mobilizing funds from surplus unit to the deficit unit. Banking Industry is moving towards rapid changes due to technological innovation and diversified needs of its customers. The key to successful banking lays in the ability of balance many activities. The BRAC Bank Limited has a responsibility to ensure efficient and effective banking operation in a sound manner. The bank focused on relationship based Banking, as it believes that the pursuit of profit and developmental goals are mutually reinforcing. This focus makes the bank to emphasize more on to explore and access market opportunities as well as build asset base to its clients conforming significant contribution to the profitability of the Bank. Now a days education is a tool to understand the real world and apply knowledge for the betterment of the society. Internship Program brings a student closer to the real life situation and helps to get a career with some experience. For the internship program, each student has to attach with an organization. My internship was in The BRAC Bank Limited at Uposhahar Branch, Sylhet. This Internship Report is prepared as a partial fulfillment of the requirement of MBA program. The study paper prepared based on the SME Loan of BRAC Bank Limited. To fulfill the report properly I have also discussed overview and performance analysis of BRAC Bank Limited. My supervisor Abu Sayeed Muhammad Abdullah, Senior Lecturer, School of Business Adminstration, Sylhet International University authorized me to prepare it.
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(1.2) OBJECTIVE OF THE STUDY

To present an overview of The BRAC Bank Ltd. To evaluate the performance of the bank To get some idea about functional units To know the SME loan activities in BRAC Bank To know the enterprise selection criteria to provide SME loan To know the terms and conditions of SME loans To analyze the SME sector in Bangladesh To analyze the Marketing Procedure of SME loans of BRAC Bank To conduct a survey through administering a questioner To know the expectations of customers of BRAC Bank To know the internal strength of SME related services of BRAC Bank Ltd. To know the disbursement and recovery procedures of SME loans To make some recommendations and conclusion to further the development of SME loan products of BRAC Bank Ltd.
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CHAPTER TWO: METHODOLOGY
(2.1) Primary Sources

Previous performance matters booklet. Open ended and close ended questions. Data collected from internal report. Face to face communication with the supervisor and employees of the BRAC Bank Ltd.
(2.2) Secondary sources

Annual performance report of BBL. Bank records Journals of the Bank Different books, training papers, manuals etc. related to the topic. Official Website of the Bank
(2.3) Processing of Data

After collection of the raw data, the following computer packages has been used in editing and processing the entire report MS-Excel MS-Word
(2.4) Limitations of the study

Time is the big constraint for my research. I have to submit a broader deal in a shorter form of outcome. In this limited time I can take just snap short not ongoing things of SME loan of BBL. Data from BRAC Bank is highly confidential for the different departmental people. It was difficult to communicate with the customers, as many of them were unable to give me much time for interview. As I have taken a sample of 40 observations, there may be sampling error. I had to go under my day to day job responsibility that I was supposed to do so. So I could get few more time to spend in collecting data for preparing my internship report.
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CHAPTER THREE: OVERVIEW OF BRAC BANK LIMITED
(3.1) About BRAC Bank Limited

BRAC Bank Limited is one of the latest generations of scheduled commercial banks in Bangladesh. It established in Bangladesh under the Banking Companies Act, 1991 and incorporated as private limited company on 20 May 1999 under the Companies Act, 1994.BRAC Bank Limited started its Journey on the 4th of July 2001 with a vision to be the absolute market leader through providing the entire range of banking services suitable to the needs of modern and dynamic banking business as well as to promote broad based participation in the Bangladesh economy through the provision of high quality banking services. BRAC Bank Limited, with institutional shareholdings by BRAC, International Finance Corporation (IFC) and Shore Cap International has been the fastest growing Bank in 2004 and 2005. The Bank operates under a "double bottom line" agenda where profit and social responsibility go hand in hand as it strives towards a poverty-free, enlightened Bangladesh. BRAC Bank is extending full range of banking facilities as per the directives of Bangladesh Bank. It intends to set standards as the absolute market leader in Bangladesh by providing efficient, friendly and modern fully automated on-line service on a profitable basis. Since inception, it has introduced fully integrated online banking service to provide all kinds of banking facilities from any of its conveniently located branches. BRAC Banks envisages providing mass financing by increasing access to economic opportunities for all individuals and business in Bangladesh with a special focus on currently under-served enterprises across the rural-urban spectrum. BRAC Bank is surviving in the large banking arena through its unique and competitive products and it is the only local bank providing 100% integrated on-line banking services. In the last eleven years of operation, the Bank has disbursed over BDT 15,000 crore in loans to nearly 256,000 small and medium entrepreneurs. The management of the Bank believes that this sector of the economy can contribute the most to the rapid generation of employment in Bangladesh. Since inception in July 2001, the Bank's footprint has grown to 84 branches, 492 SME unit offices and 302 ATM sites across the country, and the customer base has expanded to 12,00,000 deposit and 445,000 advance accounts through 2012. Within this short time the bank has been successful in positioning itself as progressive and dynamic financial institution in the country. It has able to create a unique image for itself and earned significant solution in the banking sector of the country as a bank with a difference. In the years ahead BRAC Bank expects to introduce many more services and products as well as add a wider network of SME unit offices, Retail Branches and ATMs across the country.
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(3.2) Mission
Building a profitable and socially responsible financial institution focused on Marketing and Business with growth potential, thereby assisting BRAC and stakeholders build a just, enlightened, healthy, democratic and poverty free Bangladesh.
(3.3) Vision
Sustained growth in Small & Medium Enterprise sector Continuous low-cost deposit growth with controlled growth in Retail Assets Corporate Assets to be funded through self-liability mobilization. Growth in Assets through Syndications and investment in faster growing sectors. Continuous endeavor to increase fee based income Keep our Debt Charges at 2% to maintain a steady profitable growth Achieve efficient synergies between the banks branches. SME unite offices and BRAC field offices for delivery of Remittance and Banks other products and services Manage various lines of business in a fully controlled environment with no compromise on service quality Keep a drivers, far flung team fully motivated and driven towards materializing the Banks vision into reality
(3.4) Objectives
Building a strong customer focus and relationship based on integrity, superior service. To create an honest, open and enable environment To add value and respect people and make decisions based on merit To strive for profit & sound growth To value the fact that they are a member of the BRAC family committed to the creation of employment opportunities across Bangladesh. To work as a team to serve the best interest of the owners To relentless in pursuit of business innovation and improvement To base recognition and reward on performance To responsible, trustworthy and law-abiding in all that we do To mobilize the savings and channeling it out as loan or advance as the company approve. To establish, maintain, carry on, transact and undertake all kinds of investment and financial business including underwriting, managing and distributing the issue of stocks, debentures, and other securities. To finance the international trade both in import and export. To develop the standard of living of the limited income group by providing Consumer Credit.
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(3.5) SME Banking division

The objective of this division is to achieve a two folded bottom line i.e. to build a profitable organization by contributing to the society and the economy, and eliminating poverty from the country. This division has so far covered 113000 customers by reaching the door steps of small and medium enterprises involved in different business sectors in the country. BRAC has long been serving the fund requirements of traders, manufacturers, importers, suppliers & distributors, Women entrepreneurs and other service providers like medical &educational institutes in a focused way. SME has also introduced a unique way of reaching the clients, spread throughout the country with 2000 efficient &n dedicated employee in the 392 unit offices. SME Loan process flow is shown below. When a customer comes to the unit office for a loan request, first he/she meets with the customer relationship officer to discuss about the loan, which loan product is suitable for him/her. After then the following process takes place:
Customer Relation Officer
SME Business Division
SME Credit
Asset Operation
Final Loan Approval

Figure 1: SME Loan Process
(3.6) Strengths of SME division

Dynamic human resource Countrywide distribution network & coverage Continuous development in creating innovative products Unique loan approval process & monitoring Robust risk management system
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(3.7) Performance of BRAC Bank Limited

BRAC Bank Limited will be the most successful private sector commercial bank in our country, though it started its operation few years back. It has achieved the trust of the general people and made reasonable contribution to the economy of the country by helping the people investing allowing credit facility.
(3.8) Shareholding Structure

The emergence of BRAC Bank Limited is an important event in the countrys financial sector at the inception of financial sector reform. The authorized capital of PBL is Tk. 1000 million and paid up capital of the same bank is Tk. 500 million. Table No. 1: Shareholder Structure of BRAC Bank Ltd. Shareholders Percent 31.74% BRAC 9.50% IFC 8.76% Shore Cap International 40% General Public through IPO 5% Non-Residents Bangladeshis 5% Mutual funds through IPO 100% Total
Figure 2: Shareholder structure of BRAC bank ltd.
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CHAPTER FOUR: CRITERIA & CONDITION OF SME LOAN
(4.1) Selection Criteria of Potential Enterprise for SME

Enterprise Selection Criteria The success of SME will largely depend on the selection of a business and man behind it. In terms of the business (Enterprise), the following attributes should be sought: The business must be in operation for at least one year The business should be environment friendly, no narcotics or tobacco business The business should be legally registered, i.e., valid trade license, income tax or VAT registration, wherever applicable. The business should be in legal trade, i.e.; smuggling will not be allowed or socially unacceptable business will not be entertained. The business must have a defined market with a clear potential growth The business must be located ideally close to the market and the source of its raw materials/suppliers. It should have access to all the utilities, skilled manpowers that are required. Any risk assessed by the management in turn will become a credit risk for the bank. So effort should make to understand the risk faced by the business
Entrepreneur Selection Criteria In order to understand the capability of the management behind the business, the following should be assessed: The entrepreneur should be physically able and in good health, preferably between the age of 25-50. If he/she is an elderly person closer to 50, it should be seen what the succession process will be and whether it is clearly defined or not. The entrepreneur must have the necessary technical skill to run the business, i.e. academic background or vocational training, relevant work experience in another institution or years of experience in this line of business. The entrepreneur must have and acceptable social standing in the community (People should speak highly of him), he should possess a high level of integrity (Does not cheat anyone, generally helps people), and morally sound (Participates in community building)
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The entrepreneur must possess a high level of enthusiasm and should demonstrate that he is in control of his business (Confidently replies to all queries) and has the ability to take up new and fresh challenges to take the business forward. Suppliers or creditors should corroborate that he pays on time and is general in nature Clear-cut indication of source of income and reasonable ability to save.
Guarantor Selection Criteria Equally important is the selection of a guarantor. The same attribute applicable for an entrepreneur is applicable to a guarantor. In addition he should posses the followings: The guarantor must have the ability to repay the entire loan and is economically solvent (Check his net worth) The guarantor should be aware about all the aspect of SEDF loan and his responsibility Govt. and semi-govt. officials can be selected as a Guarantor such as schoolteacher, college teacher, doctor etc. Police, BDR and Army persons, political leaders and workers, and Imam of mosque can not be selected as a guarantor. The guarantor should know the entrepreneur reasonable well and should preferably live in the same community
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(4.2) Terms and Conditions of SME Loan

The SME department of BRAC Bank will provide small loans to potential borrower under the following terms and condition: The potential borrowers and enterprises have to fulfill the selection criteria The loan amount is between tk 2 lacs to 3.5 crore. SME will impose loan processing fees for evaluation/ processing a loan proposal as following: Table No 2: Loan processing fees
Loan Amount
2 lacs to 2.99 lacs 3 lacs to 5 lacs 5.01 lacs to 15 lacs 15.01 lacs to 30 lacs+
Loan Processing Fee

2% of the amount disburse Do Do Do
Loan can be repaid in two ways: o In equal monthly loan installment with monthly interest payment, or o By one single payment at maturity, with interest repayable a quarter end residual on maturity Loan may have various validates, such as, 3 months, 4 months, 6 months, 9 months, 12 months, 15 months, 18 months, 24 months, 30 months and 36 months. The borrower must open a bank account with the same bank and branch where the SME has its account Loan that approved will be disbursed to the client through that account by account payee cheque in the following manner: Borrower name, Account name, Banks name and Branchs name The loan will be realized by 1st every months, starting from the very next months whatever the date of disbursement, through account payee cheque in favor of BRAC Bank Limited A/C . With Banks named and branches name The borrower has to issue an account payable blank cheque in favor of BRAC Bank Limited before any loan disbursement along with all other security. The borrower will install a signboard in a visible place of business of manufacturing unit mentioned that financed by BRAC Bank Limited.
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The borrower has to give necessary and adequate collateral and other securities as per banks requirement and procedures. SME, BRAC Bank may provide 100% of the Net Required Working Capital but not exceeding 75% of the aggregate value of the Inventory and Account Receivables. Such loan may be given for periods not exceeding 18 months. Loan could also be considered for shorter periods including one time principal repayment facility, as stated in loan product sheet. In case of fixed asset Financing 50% of the acquisition cost of the fixed asset may be considered. While evaluating loans against fixed asset, adequate grace period may be considered depending on the cash generation after the installation of the fixed assets. Maximum period to be considered including grace period may be for 36 months.
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CHAPTER FIVE: PROCEDURE OF SME LOAN
(5.1) Loan Sanction activities

Select potential enterprise: For SME loan, in this step the CRO conduct a survey and identify potential enterprise. Then they communicate with entrepreneurs and discuss the SME program. Loan Presentation: The function of CRO is to prepare loan presentation based on the information collected and provided by the entrepreneur about their business, land property (Where mortgage is necessary) Collect confidential information: Another important function of a CRO is to collect confidential information about the client from various sources. The sources of information are suppliers regarding the clients payment, customers regarding the delivery of goods of services according to order, various banks where the client has account which shows the banks transactions nature of the client. Open clients accounts in the respective bank: When the CRO decided to provide loan to the client then he/she help the client to open an bank account where BRAC bank has a STD a/c. BRAC bank will disburse the loan through this account. On the other hand the client will repay by this account. Although there is some exception occur by the special permission of the authority to repay by a different bank account. Filled up CIB form: CRO give a CIB ( Credit Information Beurue) form to the client and the client fill and sign in it. In some case if the client is illiterate then the CRO fill the form on behalf of the client. Then CRO send the filled and signed form to the SME, head office. Sending CIB to Bangladesh Bank: The SME, head office collect all information and send the CIB form to Bangladesh Bank for clearance. Bangladesh Bank return this CIB form within 10-12 days with reference no. CIB report from Bangladesh Bank: In the CIB report Bangladesh Bank use any of the following reference no: o NIL: if the client has no loan facility in any bank or any financial institution then BB (Bangladesh Bank) use NIL in the report o UC (Unclassified): if the client has any loan facility in any bank or financial institution and if the installment due 0 to 5.99 then BB use UC in the report o SS (Substandard): if the client has any loan facility in any bank or financial institution and if the installment due 6 to 11.99 then BB use SS in the report o DF(Doubtful): if the client has any loan facility in any bank or financial institution and if the installment due 12 to 17.99 then BB use DF in the report
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o BL (Bad lose): if the client has any loan facility in any bank or financial institution and if the installment due 18 or above then BB use BL in the report. This report indicates that the client is defaulter and the bank should not provide loan the client. Loan decision considering CIB report: Considering CIB report, BRAC bank decide whether it will provide loan the client or not. If the bank decides to provide loan then the SME of head office keep all information and send all papers to the respective unit office to apply with all necessary charge documents. Loan Sanction: The respective unit office sanction loan to the client if it is 2 to 5 lacs and they send the sanction letter including all necessary charge documents to the loan administration division for disbursement the loan. If the amount is higher than 5 lacs then the respective unit office send the proposal to SME, head office for sanction. The head of SME sanction the loan and send the sanction letter including all documents to the loan administration division for disbursement and inform the respective unit office regarding sanction of the loan.
(5.2) Disbursement of SME loan

Pre Disbursement Manual Activities Prepare loan file: Receiving all documents, Loan Administration Division prepare a loan file with all documents received from the unit office. Charge documents checking: The loan administration division checks all charge documents. following charge documents are checked: o Money receipt (Risk fund) o Sanction letter o Demand promising note (With stamp of Tk 20/=) o Letter of arrangement (With stamp of Tk 150/=) o General loan agreement (With stamp of Tk 150/=) o Letter of undertaken (With stamp of Tk 150/=) o Letter of stocks and goods (With stamp of Tk 150/=) o Letter of hypothecation book debt and receivable(With stamp of Tk 150/=) o Letter of disbursement o Photocopy of trade license (attested by CRO) o Insurance (Original copy) o Blank claque with signature (one cheque for full amount and others same as no of installment on Favor of BRAC bank, no date, no amount) o Two guarantors ( one must be Spouse/parents) o If the loan provide for purchase of fixed assets or machineries and if the loan amount is over Tk 50,000/= then the stamp of a certain amount is require)
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Documents deficiency and problem resolving: If there is any error found then it informed to the respective CRO. If the application form is not filled properly then the file send to the CRO to fill the application properly. If any document error found then the loan administration division asked the CRO to send the require documents and the file stored to the loan administration division. Prepare disbursement list: The loan administration division lists all new sanctioned clients details and send a request to the treasury through internal mail. Disbursement of the amount: Sending the list to the treasury of BRAC bank for disburse the amount, the treasury disburse the amount to the client through the mother account of the clients bank. BRAC bank disburse amount through any of the following banks corporate branch nearer the BRAC bank head office and the corporate branch of the respective bank send the amount to the client account in the respective branch. These banks are: o BRAC Bank Limited o The City Bank Limited o Janata Bank o Bangladesh Krishi Bank o Pubali Bank o Agrani Bank Message sent to the unit office: Completing the disbursement, loan administration division sent a SMS to the respective CRO informing the disbursement of the sectioned loan.
Finacle entries for loan disbursement Initial ID generation: After sending the list to the treasury, the loan administration division generates an initial ID against the borrower. Entering required information, the banking software FINACLE automatically provide a ID no for the borrower. Loan account opening: According to the ID, the loan administration division opens a loan account in Finacle against the borrower. Entering all required information, the FINACLE automatically give an account no. for the borrower. Cost center assign: The loan administration division enter the following information in FINACLE: o Security details set-up o Guarantor details set-up o Loan other details set-up
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Risk fund collection: The loan administration division opens a different account risk fund of the client. This is known as loan processing fees. Receiving the risk fund, the loan administration divisions print voucher and posting the voucher in the FINACLE. The amount of risk fund is not refundable. Activision of the loan: Loan administration division do the following tasks to activate the loan o Loan sanction details set-up o Repayment schedule set-up and printing o Loan activation o Disbursement and CC wise voucher print o Disbursement voucher posting
Post Disbursement Manual Activities Repayment schedule sent to unit office: Completing the disbursement of the sanctioned amount the loan administration division prepare a repayment schedule in FINACLE and send it to the unit office. CRO from the unit office collect it and reached to the respective client. The client repays the loan according to this schedule Loan details FINACLE entry: The loan administration division enters details information regarding the loan in FINACLE. Each officer has an ID no in FINACLE and if there is any error found then the respective officer will be responsible for it. So every body remains alert at the time of FINACLE entry. Document stamp cancellation: The loan administration division cancels all document stamps. In future if any client found defaulter and the bank file sued against him then stamps of these document help to get the judgment favor of the bank. But If these stamps are not canceled then the judgment may not on favor the bank. Send the loan file to archive: completing all activities, loan administration division sends the loan file to the archive for future requirement. In future if any document of the loan account require then the bank can collect the file from archive and get the necessary document. If the client take repeat loan then it is not require to apply all documents because his all documents stored to the bank.
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(5.3) SME Loan Recovery Procedures

Receive SMS/Fax for installment deposits: When the borrower repays any installment of the loan then he/she informs it to the unit office/CRO. Then the unit office/CRO sends a SMS through mobile phone or a Fax to the loan administration division informing the repayment. Loan administration divisions collect these SMS /Fax and take a paper print of these SMS. Entry the installment information to FINACLE: Loan administration division entry the repayment installment information to the banking software FINACLE. Print Vouchers: Completing the entry, the loan administration division takes paper print of all vouchers in a prescribed yellow paper. Cross Check SMS/Fax and solve problems (If any): The loan administration is responsible for all entry in FINACLE. If the there is any error found in future then the respective officer who is entering these information in FINACLE will be liable for it. It will be easily identified by user ID. So they always aware to ensure the correct entry. Completing the entry of information, they print a hard copy and cross check it with the SMS/Fax. If there any error found then it is solved and ensure the correct information entry. Repayment voucher check and posting: If it confirmed that all entering information is correct and there is no error, then the responsible officer of the loan administration division posts it to FINACLE. If one time posted, it is not rectifiable without permission of the higher authority. So the loan administration is always aware regarding the recovery procedures of SME loan.
(5.4) Closing procedures of SME loan in BRAC Bank:

Pre-closing manual activities Receive SMS/Fax requesting for closing: The borrower repay the loan as per repayment schedule. When the repayment is being complete the borrower request the unit Office/ CRO to close his loan account. The unit office/CRO sends a SMS/Fax the loan administration division requesting to close the loan account of the respective borrower. Print the SMS/Fax: Receiving the request from the respective unit office/CRO, the loan administration division takes a paper print and takes necessary steps to close the account Bring the loan file from archive: The loan account file of the respective borrower brought from the archive. Cross-checked the documents of file with FINACLE record. Obtained approval from the concern authority: it is require the permission of concerned authority to close the loan. If concerned authority approves the closing of the loan account then next initiatives are taken.
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Checking in FINACLE: The loan administration division checks the loan status in FINACLE. If there is any difference found with the SMS/Fax from unit office and FINACLE then deposits sleeps are re-checked. Then the loan administration division calculates the total balance of the loan account (Ledger balance + buffer interest +Excise duty) SMS sent to concerned CRO: Loan administration division sent an SMS to the concerned CRO informing the current balance of the requested loan account. Receive and print closing SMS/Fax checking & freezing: The concerned CRO send a final SMS to loan administration division informing that the respective borrower cleared all his liabilities regarding the loan. The loan administration division takes paper print of the SMS, check it and finally close the loan account.
FINACLE entries for loan closing Pre closing data entry: Completing the manual activities, the loan administration division enters some information to FINACLE for future requirement and complete following tasks: o Interest/provision charging & print voucher o Charges collection & print voucher o Final repayment entry & print voucher o Final repayment entry checking o Repayment voucher posting Activate account closing in FINACLE: Completing above mentioned tasks, the loan administration division finally close the requested loan account in FINACLE.
Post closing manual activities: Re-checking with deposit slips: Completing FINACLE activities, the loan administration re-check all deposit sleeps of the loan account. If there is any error found then immediately resolves it otherwise the file sends to the archive for future requirements. The client may take repeat loan in future and then information from this file will help to approve and disburse loan which will minimize risk. If the client asks to return security then the loan administration releases security completing following tasks: o Documents photocopy before security release o Closing certificate issuing and security release Daily MIS updating for loan closing: Finally the authorized officer of the loan administration division update the banking software FINACLE (Millennium Banking System) by closing the respective loan account.
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(5.5) Monitoring
Monitoring is a system by which a bank can keep track of its clients and their operations. So monitoring is an essential task for a CRO to know the borrowers activities after the loan disbursement. This also facilitates the buildup of an information base for future reference. The CRO will monitor each business at least once a month. He/she will make a monitoring plan/ schedule at beginning of the month During monitoring the CRO must use the prescribed monitoring form and preserve in the client file and forward a copy of the report to SME head office immediately. Area of Monitoring The purpose is to know the entire business condition and all aspects of the borrowers so that mishap can be avoided. Business Condition: The most important task of the CRO to monitor the business frequently, it will help him to understand whether the business is running well or not, and accordingly advice the borrower, whenever necessary. The frequency of monitoring should be at least once month if all things are in order. Production: The CRO will monitor the production activities of the business and if there is any problem in the production process, the CRO will try to help the entrepreneur to solve the problem. On the other hand the CRO can also stop the misuse of the loan other than for the purpose for which the loan was disbursed. Sales: Monitoring sales proceed is another important task of the CRO it will help him to forecast the monthly sales revenue, credit sales etc. which will ensure the recovery of the monthly loan repayments from the enterprise as well as to take necessary steps for future loans. Investment: It is very important to ensure that the entire loan has been invested in the manner invented. If the money is utilized in other areas, than it may not be possible to recover the loan.
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CHAPTER SIX: ANALYSIS OF SME LOAN IN BRAC BANK LIMITED
(6.1) SME in BRAC Bank

Banking Industry is one of the most promising industries of our country. The importance of the sector revealed through its contribution in the economic growth of the country. And now a day worldwide SMEs are recognized as engines of economic growth (Ahmed 1999).So SME finance has become a remarkable topic in the finance sector of Bangladesh. BRAC Bank first fined out that the SME market in Bangladesh is large. From 2002 they have started to provide SMEs loan. From that time BRAC bank special focus in promoting broad based participation by catering to the small and medium entrepreneur. BRAC bank has already been established network of SME through out Bangladesh. Bank has adopted trust as a corporate value which is short form for team work, respect for all people, unquestionable integrity, excellence in everything BRAC Bank of SME do, Sense of urgency in getting things done and total commitment. All employees are expected to conduct themselves in accordance with the rules and regulations of the bank. And now one of the major product and service of BRAC Bank Ltd. is SME loan. Their main reasons for providing SME lone is to Support Small Enterprise, Economic Development, Spread the experience, Encourage Manufacturing, Profit Marking and Employment Generation BRAC Bank start with a vision to be the absolute market leader in the number of loans given to small and medium sized enterprises through out Bangladesh.
(6.2) Reason of SME program from the view point of BRAC Bank
The main focus of BRAC Bank is to develop human and economic position of a country. Its function is not limited only to providing and recovering of loan. But also try to develop economy of a country. So reason for this program from the viewpoint of BRAC Bank is: Support Small Enterprise: The small enterprise which requires 2 to 30 lacks taka loan, has no easy access to the banks/financial institutions. For example: 3 to 8 lacs amount of loans is provided without any kind of mortgage. Economic Development: Economic development of a country largely depends on the small and medium seal enterprises. Such as, if we analyze the development history of Japan, the development of small & medium scale enterprises expedite the development of that country.
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Employment Generation: The bank is generating employment opportunities by two ways: o Firstly, by providing loan to the small enterprises expanding, as these business requires more workers. o Secondly, Small & Medium Enterprise (SME) program requires educated and energetic people to provide savories to entrepreneurs. Profit Making: SME program is a new dimensional banking system in the banking world. Most of the CROs are providing door to door services to the entrepreneurs. The entrepreneurs are satisfied by the service of this bank and the bank also makes more profit. Encourage Manufacturing: A focus of BRAC Bank is to encourage manufacturing by the entrepreneurs who are producing by purchasing various types of materials. CROs try to educate them to produce material if possible because if they can produce in line of purchase profits will be high. Spread the experience: Another reason of BRAC Bank is to spread the knowledge of regarding various businesses. The customer services officer get knowledge from various businesses is and tries to help the entrepreneurs who have shortage of the gathered knowledge by CROs.
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(6.3) Structure of SME division of BRAC Bank & SME Network Coverage
Figure 3: Structure of SME Division
Figure 4: SME Network Coverage
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(6.4) Products & their features

Brief Descriptions of SME Product o Anonno Rin o Apurbo Rin o Prothoma Rin o Durjoy o Business Equity Loan o Bizness Loan 6.4.1. Anonno Rin Anonno Rin is a business loan designed to finance small scale trading, manufacturing and service ventures, especially to help small and medium entrepreneurs to meet their short-term cash flow shortages and bridge the fund-flow gaps. 6.4.2. Apurbo Rin Apurbo is a loan facility for Small & Medium Entrepreneurs. APURBO is a combination of term loan and overdraft facility for the entrepreneurs involved in trading, manufacturing, service, agriculture, non-farm activities, agro-based industries etc. 6.4.3. Prothoma Rin "PROTHOMA RIN" is a loan facility for small and medium sized business, which are operated by women entrepreneur. The product offers terminating loan facilities for the purpose of working capital finance and/or fixed assets purchase. 6.4.4. Durjoy Durjoy is a banking facility (combination of term loan and overdraft without any tangible security for working capital purpose and/or fixed asset purchase) targeted to SME customers. 6.4.5. Business Equity Loan Business loan is a commercial loan in which borrower can borrow loan from bank with mortgage of their home or business. 6.4.6. Bizness loan Bizness loan is an equated monthly loan facility for all types of business who have healthy bank transactions for the purpose of working capital finance and/or fixed assets purchase. Prapti Account Prapti Account is an interest bearing current account for sole proprietorship business Entrepreneur. Eligibility o Small and medium sized business entrepreneur of a sole proprietorship business o Opening balance only BDT-5000/= Features o 4% interest on daily balance
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o o o o o
Smart Business Card Cash withdrawal limit in ATM BDT 1,00,000 per day and any amount in POS 24 hour Access to ATMs/ POS Tk-100,000/= withdrawn facility (per day) from ATM & Tk-350, 000 from POS No Minimum Balance, No Ledger Fees, No hidden cost
Trade Plus: Under SME Banking BRAC Bank launched a new product Trade Plus. Trade Plus is a composite facility for small & medium sized import-oriented businesses to meet their trade finance requirements. The product benefits: o Two types of Letter of Credit Facilities One Off LC and Revolving LC o LATR, Revolving Loan as well as Bank overdraft facilities o Easy & faster processing. Eligible to apply: An importer of a company of last one year and having 2 (two) years experience in the same line of business and operating the current business for last one year you can avail BRAC Bank Trade Plus Documents need to get the loan: Valid trade license, a copy of your IRC (import registration certificate), a V.A.T. Registration certificate, a T.I.N. Certificate and a copy of your Pro-Forma Invoice. 1. PURPOSE OF USE THE LETTER OF CREDIT: Use the Letter of Credit to import various legal commodities into Bangladesh, such as raw materials, finished products, etc. Required LC margin: Margin is negotiable, but not less than 10%. Use FDR as Cash Margin: Use FDR for possible to get this facility. FDR may be in the name of individual or Proprietorship Company or Limited Company. Third party FDR is acceptable to the Bank provided the relationship between the FDR holder & borrower is known and recorded. 2. DISBURSEMENT & REPAYMENT SYSTEM OF LATR: Disbursement: Client will submit a request letter to retire the LC document from his/her Bizness account. Full loan amount will be disbursed in the clients link account (Bizness account) & full PAD will be adjusted from the Bizness Account. Repayment: Single Installment at maturity of loan. 3. DISBURSEMENT & REPAYMENT SYSTEM OF REVOLVING LOAN: Disbursement: Customer can transfer full or partial value of loan limit as loan form the
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loan account to LC account for retirement of LC documents at the time of LC document retirement by submitting a request letter to the Bank. Customer will not allowed further withdrawal/transfer till the full adjustment of previous loan.
4. DISBURSEMENT & REPAYMENT SYSTEM OF OVERDRAFT: Disbursement Mode: Limit will be set in your business account and you can withdraw or pay any amount (within limit). Amount of Trade Plus: The range of the products under Trade Plus are as follows: Table No 4: Range of the product under trade plus LC One-Off BDT 3.00 Lac BDT 30.00 Lac LC (Revolving) LATR Revolving Loan Overdraft BDT 5.00 Lac BDT 30.00 Lac BDT 3.00 Lac BDT 30.00 Lac BDT 5.00 Lac BDT 30.00 Lac BDT 5.00 Lac BDT 30.00 Lac
5. CHARGES/FEES FOR THE FACILITY:
Interest rate: o For all funded facilities (i.e LATR, Revolving Loan and Overdraft), it is 18. % p.a. (Floating) Under commercial Lending Sector o Processing Fee for funded facilities: 1% of loan amount + VAT LC Schedule of Charges: o LC Commission: 0.60% of the LC Amount plus VAT. o Swift Charges: BDT 2750 + VAT o Document Handling Charges: BDT 1000 o LC Application Form Full Set: BDT 300 + Stamp Charges at Actual
6. SECURITY REQUIREMENT:
For LATR 3 lac to Below 10 lac: Usual charge documents, personal guarantee of spouse/family member, post dated cheque for full amount. For Revolving loan 5 lac to below 10 lac: FDR as security for 20% of loan limit, other usual charge documents, personal guarantee of spouse/family member and post dated cheque for full amount. For Revolving loan 10 lac to Below 30 lac: Registered mortgage of land property (minimum force sale value 125% of the loan amount) or Registered mortgage of land property + FDR (Face value of FDR and force sale value of Registered mortgage of land property = 100% of the loan limit), Hypothecation, post dated cheques, personal guarantor. For Overdraft 10 lac to Below 30 Lac: Registered mortgage of land property (minimum
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force sale value 150% of the loan amount) or Registered mortgage of land property + FDR (Face value of FDR and force sale value of Registered mortgage of land property = 100% of the loan limit), Hypothecation, post dated cheques, personal guarantor.
CHAPTER SEVEN: PERFORMANCE ANALYSIS OF SME LOAN IN BRAC BANK LIMITED
(7.1) Portfolio analysis of SME loan

The main objective of this analysis is a) b) c) d) To see that how much loan bank provided for which product. To see that how much interest bank received from which product. Comparing the banks performance of its different products. Evaluating trends in the banks position over time.
Table No 5: Loan and Advance portfolio analysis: Category (Loan Disbursed) Retail Corporate SME Staff Total 2009 (TK) 3,104,610,273 3,440,055,448 4,852,960,094 52,344,311 11,449,970,126 2010 (TK) 4,262,149,929 4,890,889,834 9,937,018,916 97,194,773 19,187,253,452 2011 (TK) 6,036,994,144 5,508,974,188 19,718,168,870 149,008,029 31,413,145,231
Table No 6: Interest on loan and advance portfolio analysis: Category (Interest received) Retail 2009 (TK) 290,619,137 2010 (TK) 643,523,534 2011 (TK) 805,959,899
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Corporate SME Staff Total
291,491,605 844,159,210 2,377,030 1,428,646,982
575,372,015 1,520,110,900 5,487,755 2,744,494,204
712,097,870 2,952,692,810 8,096,006 4,478,846,585
The portfolio of loan has increased from 2009 to 2010 and also 2010 to 2011. Banks interest received on loan also going in to upper trend. After comparing three years portfolio its found that bank get highest interest income in the year 2011. In every sector (Retail, Corporate, Staff and SME) loan has increased year to year. But SME loan has increased at notable amount especially from 2010 to 2011. Bank also received also a notable amount of interest from SME loan.
(7.2) Ratio analysis:

The main objective of this analysis is a) To see that how much percentage of loan bank provided for each product. b) To see that how much percentage of interest bank received from each product. c) To understand the banks performance of its different products. Table No 7: Ratio analysis: Category (Loan) Retail Corporate SME Staff Total 2009 (%) 27.11 30.04 42.4 0.45 100 2010 (%) 22.21 25.49 51.79 0.51 100 20011 (%) 19.21 17.55 62.77 0.47 100 Category (Interest received) Retail Corporate SME Staff Total 2009 (%) 20.34 20.4 59.09 0.17 100 2010 (%) 23.44 20.96 55.4 0.2 100 2011 (%) 17.99 15.9 65.93 0.18 100
After ration analysis of three years it found that almost in all sector their portfolio is decreasing but only in SME sector their portfolio is increasing. Their staff loan also increasing but its quantity is very low comparer to SME loan.
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SME covers the highest portion of their portfolio. In 2009 its 42.4%, in 2010 it is more than half of the total portfolio, and in 2011 it is 62.77% of the total portfolio. So here we found that from 2009 to 2010 SME loan increase 9.39% and from 2010 to 2011 its increase 10.78%. that means SME loan trend is upper word Now a days SME loan is more profitable thats why BRAC bank giving more importance on SME loan. Interest income from SME loan has also increased from 2009 to 2010 as well as 2010 to 2011.but in other sectored interest income is also decreasing as like its loan portfolio Form 2009 to 2010 banks interest income from retail and staff loan was started to increasing but in 2011 its started to decrease a lot. Additionally we see that only SME loan showing positive change but all other loan is showing negative changes.
(7.3) Analyzing of marketing Strategies related to SME loan

BRAC Bank basically provides small micro credit loans and also its product is different terms of small and medium terms of loans. Though it is lead the way division and makes isolate plans to increase demand in the market in terms of small and medium enterprise. So SME provides the loan that affects the level, timing and nature of demand in a way that helps customer to enhance their business in spite of economic development. SME already have Zonal offices, 492 unit offices around the country and 3500 CRO to serve door-to-door customer services and also it exists close to 413,000 customers. Table No 8: Percentage Change Analysis of Demand of SME loan (2007) Percentage Category 2010 2011 Chance in 2011 (%) Total No. of loans requested by the clients Total No of loan disbursed Total amount of loan disbursed 8232 14726 78.9
7649 19,187,253,452
14380 31,413,145,231
87.9 63.71
After Percentage Change Analysis of Demand Management ration (2011) it found that their management performance is increasing. In year 2011 their number of loan request increases by 78.9% and their number of loan disbursement also increases by 87.9%.
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(7.4) Marketing Process Relates to SME loan

Market Segmentation In terms of our country most financial institution starts out with extensive business and marketing plans to attract potential customers. For a good market plan first we need to segment our market and than started to provide our service. In our literature review we stated that we can segment our market in 4 ways these are Geographic, Demographic, Psychographic and Behavioral Segmentation. So now we see how BRAC bank follows it. For view market structure BRAC bank try to follows market segmentation strategy Geographic segmentation: In terms of SME loan, it targets every region around the country in terms of small business. Now the SME has almost 392 unit offices to provide credit facilities to the clients around the country. Each of the SME unit offices mainly setup the district levels around the city but not in the rural or undeveloped areas. Demographic Segmentation: In terms of SME loan, in some cases it is very strict. If some one who has Hindu religion and live close to the border, SME would have very careful to provide loans to those clients. SME provide loans 20-60 aged peoples. SME is restricted to provide loans more than age of 65. Psychographic Segmentation: In terms of SME loan, clients are differing in attitudes, interest and activity like some are time constrained and some are money constrained. So bank always tries to focus these things and than very careful provide loans to those clients. Behavioral Segmentation: In terms of SME loan, few clients would be found those who had done MS and most of customers are secondary or higher secondary pass. But basically SME segments customers at least whether the customers can understand his/her own business.
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Target Marketing As we know that there are too many different kinds of consumers with too many different kinds of needs. And we have to keeping them by delivering superior service. Therefore before target consumer and started to satisfy customers, bank first need to understand consumer needs and wants. In terms of SME loan, BRAC bank target market is small and medium enterprise. There are three sectors of target marketing which SME follows: Trading, Service and Manufacturing.
Figure 5: Target Market of BRAC Bank
From the diagram we notice that in these 3 types of business there are different types of business sector. In our country now a days main business is garments and departmental store, few people want to do fast food business and very few people wants to started retail or bakery. As a result most of the demands go for trading business. Basically according to the customers demand, SME support them financially to develop their business. But BBL scope is also much specified because they are restricted on leather, jewelry and alcohol business. So BRAC bank use a differentiating marketing strategy for decides to target several markets or niches and designs separate offers for each market. Most of the BRAC bank time they provide the loan within 25 days and to repay the loan they give the highest months than other banks. Their loan providing time and monthly repay system depends on the business size BRAC bank SME also categorizes the dealings with the customers in A, B & C groups.
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A-Categories officers are dealing with the high-educated clients, like MBA or PhD holder or highly social client. B-Categories officers are dealing with the undergraduate or normal standard clients. C- Categories officers are dealing with the non-educated or illiterate normal clients.
Market Positioning For competitive market positioning SME already establish different unit offices across the country. Each unit office consists of 2 or 3 CRO who provides door to door services, if needed than they work at night. For make a position in the market CRO clearly defines to the customers about SME policies and repayment schedules. The CRO of SME never say to the customer at the first impression that interest rate is 24%. They try to make understand to the clients mind that 2% per month or equal monthly payment as well as many benefits. To positioning in the market, SME not only provide loan but also they give some valuable ideas to develop the customers business and for economic development. For market positioning BRAC bank gives Reschedule System- If after taking SME loans any customers got serious problem in business then it gives reschedule to repay the clients loan. Quick Service- The main facility of SME is to provide quick service to the customers, they provide loan within 15 to 20 days. Direct Services- To get the loan all work are done by the CRO for customers so that customer get loan quickly and customer also dont need to go in bank directly. If necessities CRO go to customers home and bring repayments of the loan. CRO also work in holidays for support their customers. Developing Marketing Mix Once the company decided on its overall marketing strategy, its ready to plan the marketing mix. In literature review we know about marketing mix and its variable. So now we see how BRAC bank plans about marketing mix. 1. Product: In view of SME loan BRAC bank has 2 type loans Short term loan and mid term loan. Short term products means 3/6/9/12 months loan and mid term product means 15/18/24/30/36 months loan. After product plan company should plan about customer service strategy. BRAC banks CRO give quick and quality services to customers. Needs of target customers BRAC bank design its products and support services. Short Term Products: Pick seasons product - For the customers these categories of products are easy to repay. Its pick season loan that means this loan for special season or occasion like in the Eid occasion most cloth merchants want short term loan to carryout a
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profitable business. In this special season or occasion there cloth sells like hot cakes so they easily can repay the loan to BRAC bank. Off Pick seasons product - some time in off pick season many customers required short term loan to hold the tender or dealership. So for this type of customers BRAC bank also provide lone which is Shirt fund requirement. Mid Term Products: Easy repay- these types of loan for long time repayment schedule, so customers can repay the loan in a monthly basis. Accurate utilization- some time customer wants mid term or long term lone for running there business so for these categories of customer BRAC bank provide 18 to 24 months loan. So clients can easily utilize the money regarding the prospect of the business. 2. Price: In terms of SME loan, BRAC bank receives a certain amount of processing fees and stamp costs for giving the loan to the customer. Free consultancy- for develop the business the officer of BRAC bank give moral advices without taking any money. Costly- BRAC bank SME interest rate is little bit costly compare to other banks. There interest rate is 24%. But BRAC bank take lees time to provide these lone compare to other banks. In this situation customer think about time value of money so they dont think about the interest rate because at the right time they get the loan which they can exercise in their business. 3. Place: In terms of SME loan, bank tries to reach each and every small business enterprise to meet clients demands. BRAC bank already has 392 unit offices, which is spread throughout the country and 2000 staffs working under these unit offices. Availability: SME division has everywhere in Bangladesh to serve all respective customers. Bank has lots of unit offices so customer can easily get loan from any place. 4. Promotion: one of the major elements of promotion is advertisement. SME is focus customers by printing various leaflets, magazines and showing banners in front of their respective unit offices. Door to door service- Bank all time provides door-to-door customer services to customers. CRO go to the business enterprise door to collect information that the customer has required any loan or not.
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(7.5) Survey analysis in terms of questionnaire

A survey has been made analyze the customer behavior on SME loan of BRAC Bank Ltd. Age limit of the client In this survey, it found that a large numbers of customers are carrying out business whose ages are between 30 to 50.Only18% customers are on above 50 years. For SME banking in our country, it will be very risky to provide loans above 60 aged clients.
Age of Client
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Series1 Below 30 36% 36%
46%
18%
Series1
Below 30 to 50 46%
Above 50 18%
Figure 6: Age limit of the client
Educational qualification of the clients: In this survey, it found that in our country the educational qualifications of the most clients are very poor at this business level. Most customers have passed SSC and only few completed Graduation or Masters. Long run decision-making might not help for low educational background. SME consider those customers who can understand his/her own business. For generate their business CRO also gives guidelines.
Education Qualification
40% 35%
38%
30% 30% 25% 20% Series1 15% 10% 5% 0% Series1 11%
21%
SSC 38%
HSC 30%
Graduate 21%
Masters 11%
Figure 7: Educational qualification of the clients
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Purpose of loans: In this survey, it found that most of the customers need loan to meet their working capital necessities. I also found that in our country every customer likes trading business rather than manufacturing business. Thus only 20% customers demand manufacturing loans to purchase of fixed assets. And many few customer need loan for other purpose.
Purpose of Loan
80% 70% 60% 50% 40%
73%
Series1 30% 20% 20% 10% 0% Working Capital Series1 73% Purchasing Fixed Asset 20% 7%
Others 7%
Figure 8:Purpose of loans
Clients want fast service: In this survey, it found that 60% of the customers want the loan below 15 days because after getting the loan clients buy the raw materials or order suppliers. 33% of the customers want the loan with in 20 days because these customers are not hurry for carry out business. Only 7% of customer want loan more than 20 days because in this case clients deposits land security. So automatically it takes more time to get the loan.
Time Requirement For Loan
60% 60% 50% 40% 30% 20% 10% 0% Series1 7%
33% Series1
15 Days 60%
20Days 33%
Above 20 Days 7%
Figure 9: Time Requirement for Loan
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Different categories of business:
In this survey, it found that 52% of the clients are involved on trading business on the basis of banks enterprise scenario. In our country almost 32% clients are doing manufacturing business and 16% are engaged in service business.
Different Categories of Business
60% 52% 50% 40% 32% 30% 20% 10% 0% Series1 16% Series1
Trading 52%
Manufacturing 32%
Service 16%
Figure 10: Different categories of business
Rate of interest: In this survey, it found that 57% customers are satisfied on interest rate compare with other banks in terms of less security. 38% customers are not happy with interest rate. They claim interest rate should be reduced. 5% customers are not fully agreed to comment on this regard.
Interest Rate Satisfactory Level
60% 50% 40% 30% 20% 10% 0% Series1
57%
38%
Series1
5%
Satisfactory 57%
Dissatisfactory 38%
No coments 5%
Figure 11: Rate of interest
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Repay monthly installment: In this survey, it found that 75% customers are happy to repay the loan by equal monthly installment. They are happy because they know when where and how they will repay the money. So there is no argument between customers and CRO. And I found that 25% customers are not happy because for it some time they have to give more interest on there loan.
Client Repay Monthly Installment
80% 70% 60% 50% 40% 30% 20% 10% 0% Series1 Yes
75%
Series1 25%
No 25%
75%
Figure 12: Repay monthly installment
Services by the CRO of SME of BRAC Bank Limited: In this survey, it found that that almost all customers are satisfied by service of CRO. CRO is all in all to provide loan to customers in SME. 27% customer are average satisfy about CRO service. Some times customers those who do not get loan from SME they become dissatisfied but they can complain to top management regarding CRO. In this case top level managers handle the situation to solve problem. For this reason only 8% customer are dissatisfied about CRO service.
Service by CRO satisfactory or not
70% 60% 50% 40% 30% 20% 10% 0% Series1
65%
27%
Series1
8%
Satisfactory 65%
Av erage 27%
DissatisFactory 8%
Figure 13: Services by the CRO of SME of BRAC Bank Limited
After analyzing this survey, it found that most of the customer thinks that the SME loan of BRAC Bank is now providing quick services and also quality services. Customer mentioned that present level of customer service is doing very good and CRO also very helpful. Finally
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customer try to says that depends on customer problem continuously BRAC bank try to improve there SME loan sector.
CHAPTER EIGHT: FINDINGS

Fastest growing bank in the country for the last five years Leader in SME financing through 492 unit offices Biggest suit of personal banking & SME products Large ATMs (Automated Teller Machine) & POS (Point of Sales) network In the BRAC Bank basically the most of the users are business man. In our country there is various kind of businessman. We also found that above 50% users are businessman. Maximum clients age is between 30 to 50 years. We know that Bangladesh is a poor country and the educational background of Bangladeshi people is not too high level. Our users, basically businessmen are not too educated and they have very poor decision making power. This is the main drawback in our Banking field. Most of the businessman are want to take SME loan for develop their business. This SME loan is very helpful for meet the daily expenses. That means they use this loan as working capital. Very less people use this kind of loan for purchase fixed assets. It is also found that the rate of interest is satisfactory than other Banks. Thats why the clients are very happy with our rate of interest. Time duration play a very major role in the mind of clients. Because they want to take loan easily & early with minimum difficulties. In our country maximum people know that loan taking is time consuming and very difficult. Maximum clients are happy to repay their loans in equal installments with very easy process. We know that new marketing concept is door to door marketing. When the representative of BRAC Bank go to door to door, the clients are want to collect right information at right way to take a decision about loan. According to our survey, we know that maximum clients are satisfied with our CRO.CRO is all in all of providing SME loan. Maximum clients are happy with this facility. They also think that BRAC Bank provide quick and quality service. During internship with BRAC bank it found that for make a good impression to the customer at first bank never say to the customer that there interest rate is 24%. BRAC bank in some level they dont require collateral security against loan but some time they require collateral security against loan. From our literature review we know that one of the characteristic of SME loan is no collateral so it can say that they are not really practicing SME loan disbursement system.
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From the portfolio analysis it found that in terms of loan disbursement and interest income from SME loan is increasing and now its in a good position. In 2007 bank earn 65.93% interest in come from SME loan and their most of the income come from SME loan.
CHAPTER NINE: RECOMMENDATION & CONCLUSION
(9.1) Recommendation
By analyzing the whole report conducted for BRAC Bank Limited, some recommendations could be made on the following issue to improve the overall performance. They should target the business man for the SME loan, because maximum users are business man. They should think about the middle agars. Because maximum users are between 30 to 50 years of age. And they are not interested of our loan. . They should provide loan easily with minimum efforts. That means the process of taking loan should be fast, easy and genuine. They should left the hidden charges because our clients afraid about that. It should be open and disclose for everyone. They should improve their service, advertising and something new which will make different with others.
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(9.2) Conclusion
BRAC Bank Limited is proving itself as the fastest growing bank and showing remarkable progress of its financial position with the mission of being countries leading bank providing world-class services in a cost effective manner. This bank first introduces the SME loan in commercial banking sector, which help the people of poor society both in rural and urban. One thing can be noted that time horizon is too little to predict or evaluate the performance but the analysis clearly represents the better performance of the BRAC Bank Limited since its inception in year 2001. This report aims at providing an overall analysis of the repayment behavior of the SME loan borrowers of BRAC Bank Limited. Before going to the analysis, it is mandatory to know something about the organization, its core products that it offers to its customers; about the SME loan, its classifications and the whole of its process starting from loan sanction to recovery and closing of the loan. Here I tried to focus the banks history of origination, its mission and vision, major departments and business units and major products and services. Here I focused on the terms and conditions of giving SME loan, enterprise selection criteria and documentation. Then talked about the procedure of SME loan, the sanction, disbursement, repayment and closing of SME loan. After talking about the whole process of SME loan, I made an attempt to analyze the repayment behavior of SME loan borrowers. After analyzing the BRAC bank I may conclude that in developing countries like Bangladesh small & medium enterprises have come into the forefront of development agenda due to the recognition of their contribution in fostering growth, sustaining global economic recovery, generating employment and reducing poverty.
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CHAPTER TEN: APPENDIXES
(10.1) Sample Questionnaire of Survey on SME Loan:

BRAC Bank Limited SME Survey form Unit name. 1. Date . 2. Name of the business organization: ................................................................. 3. Address/Location of the business: . 4. 5. Legal status of the business: .. 6. Does the business have legal registration? 7. Name of the principal owner: . 8. Age of the principal owner: ....... 9. Educational qualification of the owner: . 10. Date of commencement of the business: 11. Owner skills and experience in the business: . 12. Initial investment in the business: .. 13. Monthly income from the business: 14. Monthly income from other sources (if any): . 15. Does the business have any loa If yes, Amount: , Name of the intuition: 16. Does the business require any loan? 17. From where do the business / Factory buy its raw materials? From local market .. From Abroad . 18. Does the pays his suppliers/creditors regularly? 19. CROs comments regarding the business owners: .
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(10.2) List of Abbreviation

Table No 9: List of Abbreviation SHORT FORM CRO ROC BDT PSRM ATM POS HRD CIB ERM GIS LC CSD BBL NGO IFC CEO RTOL SME IT FINACLE DSE PIN MIS FULL FORM Customer Relation Officer Regional Operating Centre Bangladeshi Taka Process Service Risk MIS Automated Teller Machine Point of Sale Human Resource Department Credit Information Bureau Enterprise Risk Management General Infrastructure Services Letter of Credit Consumer Service Delivery BRAC Bank Limited Non Government Organization International Finance Organization Chief Executive Officer Real Time On-line Small and Medium Enterprise Information Technology Millennium Banking System Direct Sales Executive Personal Identification Number Management Information System
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CHAPTER ELEVEN: BIBILIOGRAPHY
Books, Publications and Journals of BRAC Bank Limited Valuable discussion of supervisors during the period of internship. Prospectus Of BRAC Bank Limited published in July 2007. Kotler, P., & Armstrong, G., (2004). Principle of Marketing (10th Ed). New Jersey, USA: Pearson-Hall, Inc. OECD (2004).Promoting Entrepreneurship and Innovative SMEs in a Global Economy: Towards a More Responsible and Inclusive Globalization. Annual Report of BRAC Bank (2007 & 2010). Bangladesh Economic Review 2007, Economic Advisors wing, Finance Division Ministry of Finance. Bangladesh Bureau of Statistics, Statistics, June 2007. Handout & training papers provided by BBL Discussion with CRO of SME division Websites: www.BRACbank.com www.bangladesh-bank.org www.cpd-bangladesh.org
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BRAC BANK

SYLHET INTERNATIONAL UNIVERSITY

Internship Report On SME loan of BRAC Bank Ltd.

Abu Sayeed Muhammad Abdullah

CHAPTER ONE: INTRODUCTION

(1.1)BACK GROUND OF THIS REPORT

(1.2) OBJECTIVE OF THE STUDY

CHAPTER TWO: METHODOLOGY

(2.1) Primary Sources

(2.2) Secondary sources

(2.3) Processing of Data

(2.4) Limitations of the study

CHAPTER THREE: OVERVIEW OF BRAC BANK LIMITED

(3.1) About BRAC Bank Limited

(3.5) SME Banking division

Customer Relation Officer

SME Business Division

Final Loan Approval

(3.6) Strengths of SME division

(3.7) Performance of BRAC Bank Limited

(3.8) Shareholding Structure

Figure 2: Shareholder structure of BRAC bank ltd.

CHAPTER FOUR: CRITERIA & CONDITION OF SME LOAN

(4.1) Selection Criteria of Potential Enterprise for SME

(4.2) Terms and Conditions of SME Loan

Loan Processing Fee

CHAPTER FIVE: PROCEDURE OF SME LOAN

(5.1) Loan Sanction activities

(5.2) Disbursement of SME loan

(5.3) SME Loan Recovery Procedures

(5.4) Closing procedures of SME loan in BRAC Bank:

CHAPTER SIX: ANALYSIS OF SME LOAN IN BRAC BANK LIMITED

(6.1) SME in BRAC Bank

Figure 3: Structure of SME Division

Figure 4: SME Network Coverage

(6.4) Products & their features

5. CHARGES/FEES FOR THE FACILITY:

CHAPTER SEVEN: PERFORMANCE ANALYSIS OF SME LOAN IN BRAC BANK LIMITED

(7.1) Portfolio analysis of SME loan

Corporate SME Staff Total

291,491,605 844,159,210 2,377,030 1,428,646,982

575,372,015 1,520,110,900 5,487,755 2,744,494,204

712,097,870 2,952,692,810 8,096,006 4,478,846,585

(7.2) Ratio analysis:

(7.3) Analyzing of marketing Strategies related to SME loan

(7.4) Marketing Process Relates to SME loan

Figure 5: Target Market of BRAC Bank

(7.5) Survey analysis in terms of questionnaire

Figure 6: Age limit of the client

30% 30% 25% 20% Series1 15% 10% 5% 0% Series1 11%

Figure 7: Educational qualification of the clients

80% 70% 60% 50% 40%

Figure 8:Purpose of loans

Figure 9: Time Requirement for Loan

Different categories of business:

Different Categories of Business

Figure 10: Different categories of business

Interest Rate Satisfactory Level

60% 50% 40% 30% 20% 10% 0% Series1