CHAPTER ONE

Introduction

1.1 Background
Education today has stretched from the books to work and the modern day internship facility
provided by the MBA course is the example of the present transformation in the field of
learning. It is a course to impart theoretical as well as practical knowledge to students
through project works and field visits in different subjects.
Internship is a field learning platform that every MBA student must undergo in the Fourth
semester for a period of eight weeks. Internship provides the students with the opportunity to
apply the theoretical knowledge learned in class rooms to the real work settings in the
industry. Internship helps one to get acquainted with the industry in which the students want
to build a career for themselves. Internship helps to recognize the real scenario of an
organization and industry of one's choosing by working as a member of the organization for
a predetermined period.
As a MBA student, I completed my intern from Brilloca Limited. This report is based on his
experience while working as an intern in the Brilloca Limited for a period of eight weeks.

1.1.Definition of Industrial Training

Industrial Training refers to a program, which aims to provide supervised practical training
within a specified timeframe. This training can be carried out either in government, organizations
or in the private sector.

1.2 Objectives

Briefly, the Industrial Training program main objectives:

 To give students the opportunity to apply the knowledge and skills they have acquired in
a real-life work situation.

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  To expose students to the work environment, common practices, employment
opportunities and work ethics in the relevant field.

 To develop interpersonal skill as well as give an opportunity to interact with the

customers, team members, supervisors.
 To understand the banking and financial system of banks in the umbrella of Nepal Rastra
Bank
 TO Enhance communication skills.

1.3Expectations:

The expectation from the industrial training simply was to explore the organization culture and
the way, they followed and controlled, moreover:

 To improve the knowledge and skills relevant to the area of study

 To relate the knowledge and skills acquired at the workplace.

 To compete effectively in the job market, because they have been equipped with the
requisite knowledge, skills, attitudes and practical experience

1.4 Duration of Industrial Training

Duration of the Industrial Training program was of two months.

Weeks 1 2 3 4 5 6 7 8

Departments
Customer Sales

Table 1. Duration of Internship

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1.5 Introduction to Industry

Organizational Profile

HSIL demerged its distribution and marketing business relating to building products into
Brilloca.

Brilloca, makers of the iconic brand ‘Hindware’, is a leading Building Materials company in the
country. Brilloca has a versatile range of best-in-class bath ware products that caters to a wide
cross-section of the customers with a strong portfolio of leading innovative brands across the
value chain such as Queo - the luxury brand, Alchymi - the super-premium brand, Hindware
Italian Collection and Hindware - the premium brands and H-Vitreous and Benelave- the mass
segment brands.

Since its foundation, HSIL has seen its fair share of challenges and over the years has had a
steady growth and success. Some of the milestones in Hindware's journey are listed below year
wise.

Year Achievements
1960 Hindustan Twyfords Ltd. was incorporated to introduce vitreous china sanitaryware
for the first time in India
1962 A factory was set up and production commenced in Bahadurgarh, Haryana (earlier
part of Punjab)
1969 Company renamed to Hindustan Sanitaryware & Industries Limited
1981 Expanded business into container glass manufacturing through the acquisition of
Associated Glass Industries Ltd.
1982 Mr. Sandip Somany joined HSIL with focus on business growth;
AGI Furnace upgraded to increase the capacity

1986 AGI upgraded I.S. machines; introduced Electronic control & Lehr Temperature
control systems
1989 Acquired Krishna Ceramics Ltd. (Bibinagar); expanded ceramics manufacturing
capacity
1990 Commissioned world's largest open flame kiln in the Bahadurgarh factory
1991 Introduced the Hindware Brand

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1992 Accessed natural gas in the Bahadurgarh plant
1994 AGI initiated in-house mould designing through CAD and high precision CNC
machines
1996 HSIL crossed the Rs.100 crore revenue milestone
1997 Launched water conservation product, with 3.5 litre flushing - Super Constellation
water closet
1998 Established the Secunderabad office for Building Product Division
Product category expanded to introduce PVC cisterns as part of the Hindware
portfolio

1999 Raasi ceramics acquired to further expand sanitaryware manufacturing

capacity
Bibinagar capacity expansion completed
ISO accreditation received by Bahadurgarh Plant
First Indian Plant in the sanitaryware industry to receive this prestigious
accreditation

2000 Hindware established online presence with their website

Building Products Division expanded to Bathroom Wellness category
(Bathtubs / Showers / MFMT's etc.)

2001 ISO 9001:2000 Certification received by Building Product Division

2003 Strategic Partnership Agreement with Sanitec for introducing high-end Keramag
Brand in the Indian market
2004 Building Products Division expanded to chrome plated bathroom fittings
(faucets)
Rebranded the Hindware logo for a youthful presentation
Launched light-weight flat flint bottles
AGI upgraded production technology to make it one of the most flexible
production facilities in the country

2005 HPC (Mauritius) Ltd. invested USD 12.2 million and acquired 14.99% stake in the
company
2006 Expanded export business

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2007 HSIL crossed the Rs. 500 crore revenue milestone
2008 HSIL entered the home interior fashion design retail industry through its
subsidiary HHRPL
Established two retail megastores in NCR
Established corporate office presence in Gurgaon
BPD achieved the highest production levels of 31,000 MT

2009 The company was renamed to HSIL

Launched Hindware Lacasa display showrooms
Bhongir greenfield project commenced production, significantly expanding
capacity of container glass business

2010 Awarded the Golden Peacock National Quality Award 2010

Honoured with the prestigious THE BIZZ 2010 award for being an
inspirational organisation with admirable business management systems
Awarded the 2010 IMM Award for Excellence by the Institute of Marketing
and Management, Delhi
Acquires the bath fittings business and operations of Havells India Limited
Acquires UK based Barwood Products Limited.
Hindware wins 4 P's Award for India's 100 Most Valuable Brand 2010
Hindware forays into the tiles segment
Hindware chosen as a leading Power brand 2010
HSIL again awarded Business Super brand Award

2011 HSIL Launches Premium Bath Fittings Brand BENELAVE

2011 HSIL Launches Luxury Brand QUEO
2012 Became the first Indian company to be felicitated with the UPC star rating by the
International Association of Plumbing and Mechanical officials (IAPMO)
2013 Awarded with the prestigious GRIHA (Green Rating for Integrated Habitat
Assessment) certification
2013 Honoured with the 'Best Bathroom Fixtures' Good Homes Award by ZEE channel
2019 Post demerger, sales and distribution of building products transferred to Brilloca.

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3.2 Promoters
GIBL has been promoted by a group of prominent indigenous entrepreneurs who have written a
history of success in their field of ever growing business. The promoters of the bank include
renowned, well established and respected businessmen/industrialists in Nepal from a variety of
different sectors that include finance, remittance, trading, export, automotive services,
manufacturing, media services and hydropower to name a few. The collective experience of the
promoters have been realized to customize the bank's offerings and services to compete with best
in the banking industry and instill a culture based on our core values of integrity, business ethics,
teamwork, respect, humility, professionalism, loyalty and good governance.

3.3 Shareholders Structure

Authorized Capital of Global IME Bank is NPR 5,000 million and Paid up Capital is NPR 4,106
million. The promoters hold 70.60 percent while 29.40 percent is floated for the public.

3.4 Mission
To win respectable market share through customer focused quality products and services,
innovative business solutions and technology driven banking thereby enhancing the growth and
profitability of the bank so as to ensure the optimum benefit to all stake holders at all times.

3.5 Vision
The bank shares a common vision of “The Bank for All” amongst its Promoters, Directors,
Management Team and Staff in commitment to providing the highest standard of services for
customers from all regions and societies.

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3.6 Management Team
The management team of the bank have been handpicked to include the most seasoned and
experienced veterans from the industry who have previously shown the ability to lead and
nurture an organization.
The management is led by Mr. Anil Gyawali, who has been involved in banking for about four
decades. His diverse experience/expertise includes, besides central banking, audit and financial
consultancy, training and human resource development, project development (particularly
banking and financial institutions, besides hydro, etc.) and their establishment, worked as the
main local member with a team of expatriates for the management of a World Bank financed
project under the Financial Sector Reform Project for the oldest bank of Nepal, Nepal Bank
Limited. Thereafter, he led as the CEO of NCC Bank, turning around the bank’s balance sheet
from a heavy negative net worth to a far better positive growth. Presently he is associated with
GIBL as its CEO.
Similarly, the Deputy Chief Executive Officer, Mr. Janak Sharma Poudyal, possesses about 25
years of banking experience. His experience includes working in entire gamut of banking
activities, worked as the senior most founder member of staff for the establishment and
operations of two indigenous commercial banks. Holds an international MBA from London, UK
and also carries with him an international banking experience having previously worked for
Barclays Bank, London.

Global IME Bank Ltd. emerged after successful merger of Global Bank Ltd (an “A” class
commercial bank), IME Financial Institution (a “C” class finance company) and Lord Buddha
Finance Ltd. (a “C” class finance company) in year 2012. Two more development banks (Social
Development Bank and GulmiBikas Bank) merged with Global IME Bank Ltd in year 2013.
Global Bank Limited (GBL) was established in 2007 as an ‘A’ class commercial bank in Nepal
which provides entire commercial banking services. The bank was established with the largest
capital base at the time with a paid up capital of NPR 1.0 billion. The paid up capital of the bank

7
has since been increased to NPR 2.42 billion. The bank's shares are publicly traded as an 'A'
category company in the Nepal Stock Exchange.
Pursuant to the liberalized economic policy of the government, majority of the commercial banks
have established their head office in the Kathmandu valley. Witnessing the incredible potential
the country offers outside the capital, the promoters have established the bank in Birgunj, the
commercial hub of the nation. It is in line with the aim of the bank to be “The Bank for All” by
giving necessary impetus to the economy through world class banking service.
For the day to day operations, the bank has been using the world renowned FINACLE software
that provides real time access to customer database across all branches and corporate locations of
the bank. This state of the art customer database has also been linked to a Management
Information System that provides easy reach to all possible database information for balanced
and informed decision making. A disaster recovery system (DRS) of the Bank has also been
established in the Western Region of Nepal (200 kilometers west of Kathmandu).
The bank has been able to achieve excellent diversification of its assets. A well balanced
distribution of exposure in areas of national interest has been possible through long term
forecasting and timely strategic planning. The bank has diversified interests in hydro power,
manufacturing, textiles, services industry, aviation, exports, trading and microfinance projects,
just to mention a few.
The exemplary performance of the bank in these last five years has elevated it to a premier status
in the industry. The bank has been handling government transactions and is officially among the
only 5 banks in Nepal to do so. The bank has been able to earn the trust and confidence of the
public, which is reflected in the large and ever expanding customer base of the bank. Through all
this the bank has been able to truly achieve its vision of being “The Bank for All”. Even with all
this success, the bank remains internally focused towards manpower development, product
innovation and process innovation etc, to have a strong and solid foundation, which are ongoing
and continuous improvement initiatives undertaken by the management and staff alike.

8
CHAPTER TWO
Industrial Training Project Organization

9
2.1 Organization design and structure

figure 1: structure of Global ime bank limited

2.2 Major Markets and Customers

The bank is now operating 93 branches spread throughout Nepal. All of the bank's branches have
been established as full service outlets that offer a large range of banking services to its
customers. The bank also operates 106 ATMs throughout the country strategically placed for the

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convenience of customers. The bank motto is to covered all the Nepalese market and to all the
people.

2.3 Products and Services

 Saving Deposit
 Global Super Savings

This product is designed to provide higher return on savings of general public without having to
lock fund. The customer has flexibility to deposit and withdraw any amount of fund.

Features:

 Minimum Balance: Rs. 25,000

 Interest rate: 4.50 percent p.a.
 Free ABBS (Any branch banking service)
 Mobile Banking with alert of every transactions and bill payment features. Annual
waived for 1st year.
 Free Internet banking
 50 percent discount on issuance fee Visa Debit Card
 50 percent discount on Locker Facility
 Waiver of locker key deposit requirement

 Global Savings Plus

This product is designed to provide moderate return to the customer without having to maintain
high minimum balance.
Features:
 Minimum Balance: Rs.10000
 Interest rate: 4 percent p.a.
 Free ABBS

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  Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.
 Free Internet banking
 Visa Debit Card
 Safe deposit locker facility

 Global SubhalabhBachat
This product is designed to provide moderate return to the customer without having to maintain
high minimum balance.
Features:
 Minimum Balance: Rs. 5,000
 Interest rate: 3.50 percent p.a.
 Free ABBS
 Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.
 Free Internet banking
 Visa Debit Card
 Safe Deposit Locker facility

 Global NariBachat
This product is designed to encourage saving habits of women. The minimum balance has been
set low to enable any women to open account whenever they wish.
Features:
 Minimum Balance: Rs. 100
 Interest rate: 3 percent p.a.
 ABBS
 Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.

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  Free Internet banking
 Visa Debit Card
 Safe Deposit Locker facility

 Global Senior Citizen Account

This product is designed to cater special requirement of senior citizens of the country. The
customers are provided with privileged service as respect to the senior citizens.
Features:
 Minimum Balance: Rs. 1000
 Interest rate: 3 percent p.a.
 ABBS
 Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.
 Free Internet banking
 Visa Debit Card
 30 percent discount on locker service charge of Safe Deposit Locker facility

 Global KarmachariBachat
This product is designed to enable institutions to distribute salary of their employee through
banking channel.
Features:
 Minimum Balance: Nil
 Interest rate: 4.5 percent p.a.
 Free ABBS (Any branch banking service)
 Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.
 Free Internet Banking
 50 percent discount on Visa Debit Card for first year
 30 percent discount on service fee of Safe Deposit Locker Facility

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  Global Remittance Deposit Khata
This product is designed for people who are looking to travel foreign country for working
purpose. They can open account here in Nepal and obtain an account number so that they can use
the same account number to send money from abroad.
Features:
 Minimum Balance: Nil
 Interest rate: 4 percent p.a.
 Free ABBS
 Free Internet Banking
 Visa Debit Card

 Global Normal Savings

This is a general savings product. People intending to open a general savings account are the
target customers for this product.
Features:
 Minimum Balance: Rs. 1,000
 Interest rate: 2.50 percent p.a.
 ABBS
 Mobile Banking with alert of every transactions and bill payment features. Annual fee
waived for 1st year.
 Free Internet banking
 Visa Debit Card
 Safe Deposit Locker facility

 Foreign Currency Savings Deposit Account

USD Savings Account: Interest @ 1percent p.a., Minimum balance requirement: USD 100.00
EUR Savings Account: Interest @ 1 percent p.a., Minimum balance requirement: EUR 100.00
GBP Savings Account: Interest @ 1 percent p.a., Minimum balance requirement: GBP 100.00

14
  Global Students Saving Account
This product is targeted to College Students. The product is believed to cultivate banking habit
among the youngsters, who are the future of the country.
Features:
 Minimum balance - Nil
 Interest rate: 3 percent p.a.
 Free ABBS and Internet Banking
 50 percent waiver on issuance of debit card
 Free Mobile Banking for the first year
 Cheque book only on request
 Discount at various centre’s

 Global JanmabhumiBachat
This product is designed to facilitate everyone working in foreign countries who wish to send
their hard earned money through safest way. This account can only be opened from foreign
countries where bank’s representatives are located.
Features:
 Min Balance – Nil
 Interest Rate: 3 percent p.a.
 Free ABBS
 Free Internet Banking
 0.25 percent discount on processing fee of home loan

3.7.2 Fixed Deposit Schemes

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  Global General Fixed Deposit
This product is designed to allow general public and institution who wish to earn higher interest
rate by keeping their fund in fixed deposit in the bank.
Features:
Minimum Balance: Rs. 10,000.00
Interest rate: @ For 3 months: (institutional 3.50 percent p.a.) / (individual 4.50 percent)
@ For 6 months: (institutional 4.5 0 percent p.a.) / (individual 5.50 percent)
@ For 1 year: (institutional 5.50 percent p.a.) / (individual 6.50 percent)
FCY Fixed Deposit Rates are Negotiable

3.7.3 Current Deposit Schemes

 Global Current Deposit

This product is designed to allow institutions and individuals to deposit their fund in the bank for
safe keeping. There are no restrictions for deposit and withdrawal of funds in this account.
 Minimum Balance: Rs. 5,000

 Global Convertible Foreign Currency Current Deposit Scheme

 Minimum Balance: Foreign Currency 100

3.7.4 Loans and Advances

 Consumer/ Personal Loan

 Global Home Loan
 Global Auto Loan
 Global Hire Purchase Loan
 Global Education Loan
 Global Mortgage Loan (Personal Loan)

16
  Loan against FD

 SME Loan
 Global Small Business Loan/ Small and Medium Enterprises Loan

 Corporate Loan
A. Funded Loan
 Fixed Term Loan
 Working Capital Loan
 Overdraft
 Demand Loan
 Cash Credit
 Pledge Loan
B. Non Funded Loan/Trade Services
 Letter of Credits (LC)
 Guarantees

3.7.5 Remittances

 Domestic Remittances:
Global Bank, one of the largest commercial bank of Nepal in terms of capital investment, is
providing fastest, most reliable and most secured remittance facilities of domestic remittances
through its wide network of more than 200 locations. Nepalese staying in any part of country can
send their money more safely to their relatives at other part of country in no time.

 Inward Remittances:

17
Nepalese staying in any part of the world can remit their hard earned money to their family
members in Nepal through Global Bank Limited.

 Mode of remittance:
Swift Transfer through the SWIFT transfer mechanism, the customer can transfer their fund from
virtually anywhere in the world from any bank in the world. Society for Worldwide Interbank
Financial Telecommunication System (SWIFT), the most reliable communications network
system, provides an opportunity to route money to any place in a click of time. The bank needs
Swift Code of the correspondent bank, Swift code of Global IME Bank (GLBBNPKA) and
customer’s account number.

3.7.6 Other Services

 Foreign Currency Sales / Purchase

 Foreign Currency Deposit Accounts
 Remittance Services
 Locker Service
 Internet Banking
 ATM (Automated Teller Machine) Service
 Anywhere Banking (free of cost)
 Global Plus Lounge
 365 Days Banking
 Evening Counter
 Draft Facility

2.4 SWOT Analysis

 Strengths:

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  Use of advanced technology.
 Efficient management system.
 Diversified product and service offered.
 Highly experienced, efficient, hardworking, professional staffs.
 Quality work culture leading to superior and prompt customer service.
 Better image and established brand name in the market.

 Weakness:

 Frequent breakdown of ATM operation.

 Understaffing in some branches.
 Less advertisement and publicity about the bank and its products and
services.
 It has only availability of VISA based debit card or limited card services.

 Opportunities:

 Career Advancement;
The bank provoiides the training as well as development programme to the staff.
The bank provides the opportunity to participate the staff to the various seminar
and programmes to develop the skill and knowledge.
 Liberlization Of financial services.
The bank can enjoy the liberalization policy and could expand their business or
branches outside the country and earn foreign currency too.

 Optimise overall revenuemix with better branch efficiency:

The bank can increase or boost their revenue by [roper and better management of
their branch which could lead to increase its efficiency.

19
  Fast acquisition of customer with proper product entry strategy;
With the proper entru of new and customer expected product and services the
bank can gain a large no of customer as well as it can retain its customer.

 Threats:
 Political Instability.
The unstable government and its upbringing polices and reforms may affect

 Increasing competition from local and foreign banks:

As we know we have free market completion. We can found a large no banks in
this competitive market. Global IME bank has also facing a competition from the
several banks like Nabil bank, Sandard chartered bank, Prabhu bank, Everest bank
and so on.

2.5 Placement
After receiving letter from the Corporate Branch situated at Panipokhari, I was sent to Newroad,
pokhara Branch as his internship location. Then, the intern was assigned to Customer Service
Department for the said internship period by the operation in-charge. For eight weeks the intern
worked at the Customer Service Department as a formal associate to the staffs working there.
The duration and the department visited during the internship period are enumerated below:

Weeks 1 2 3 4 5 6 7 8

Departments
Customer Service Department

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Table 2: Placement and Duration

2.6 Roles and Responsibilities Assigned;

 Go to the bank on proper time and follow the rules and regulation of
the bank.
 Dealing with the customer in proper way and polite way.
 Taking the advice from the supervisior for the unknown situations.
 Communicate properly with the staff and performing the assigned
duties given by the staff.

CHAPTER THREE

Task, Projects and activities

3.1 Daily tasks and activities

After receiving the letter from the organization, I was assigned in newroad branch, pokhara.
After I submit the letter to the supervisor she introduce me to the staff.

21
My daily task was to make a real timing attendance and start working on the supplier assigned
bysupervisior and the CSD staff of the organization.

3.2 Project Tasks and activities

As the intern was placed in the customer service department, he was assigned all the activities
from opening an account to deal with customers for value addition. The product and services
dealt by him as an intern are:
3.2.1 Dealing with customers
The major function of CSD is customer reception and attending to their needs. The intern
assisted in providing the information regarding the bank and its various products and services.
The enquiry about bank rules, problems of ATM cards, procedures of opening a new account,
fund transfers were the major queries to be answered. In due course of eight weeks, the intern
was able to respond such queries. Apart from face to face interaction, the intern has to receive
incoming calls and respond to different queries of the customers and also maintaining good
communication and coordination with them. The regular follow up and contacts with customer is
essential to flow important messages such as pending documents yet to be provided, delivery of
cheque books and ATM cards.

3.2.2 Account opening:

Account opening is the initial step in deposit collection. It is one of the crucial functions of the
commercial bank. The bank opens new account in two different ways:

 Personal account:
Any individual who is capable to enter into the contract can open an account in the bank. He/she
can open the account in all convertible currencies directed by NRB. Two or more individuals can
also open a joint account in their names.

22
The basic requirement of opening a personal account:
i. The account holder must be present in business desk in the time of opening an account.
ii. Fill up the prescribed application form.
iii. 12 signatures on specimen card.
iv. Original copy of identification document i.e. citizenship or passport and photocopy to be
attached with the application form.
v. Two to four passport size photograph of account holder as per the necessity.
vi. Nominee form and citizenship of the nominee (as per customer request).
vii. Indian Embassy Registration Certificate if the account holder is Indian national.

 Corporate account
Any registered firms, organizations and corporations can open corporate account in the bank for
smooth business transactions. Corporate account can be opened in all the convertible currencies
directed by NRB. The following firms can open the account by providing the prescribed
documents. All the original documents should be presented for verification.

 Process of opening a new account

The following procedure is followed while opening a new account (Saving and Current).
i. Provide the new account opening form to the customers (Individual or Corporate) along
with cheque requisition and ATM card requisition (if necessary).
ii. After the form has been filled up by the customer, review the form so that all the required
information is provided.
iii. Check all the essential documents and verify them with original one.
iv. The customer is requested to fill the deposit slip to deposit the minimum balance of
concerned scheme and charges for cheque book and ATM card if applicable.
v. The details of customer are entered into the bank software to get customer id and account
ID.
vi. The Operation in charge verifies the account and Branch Manager approve it.

23
vii. If all the information and documents are presented, then authorized signatures and stamp
are scanned and loaded in the bank software.
viii. Both Operation-in-charge and Branch manager verify the signature of the customer.

The procedure of opening fixed account (Time deposit) is as follows:

i. The customer is requested to fill the application for time deposit specifying account
holder’s name, amount, maturity period and other details.
ii. If the customer does not have any account in the bank, then he/she should open saving
account initially in order to credit the interest of time deposit.
iii. Time deposit application is verified by CSD in charge.
iv. Customer is requested to deposit either cash or cheque in his/her saving account.
v. Fixed Deposit Receipt (FDR) or time deposit certificate is issued to the customer.

Start

Age/ Photo

24
If less than 18 Citizenship/ Personal
Yes Information
No
 Birth Certificate/ Personal
Information

Figure 1: Account Opening Work Flow Process

3.2.3 Account closing:

It is another important task done by CSD. On an average, about 1 to 2 account close in a week.
People close their account because of many reasons the major reason was the increasing number
of competitors in the areas.

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Table 2: Charges for closing an account

Duration Charges (Rs.)

Within 6 months of account opening 500
After 6 months of account opening 500

Procedure for closing account in GIBL bank

i. The customer willing to close the account should fill up the account closing form being
provided by the bank.
ii. For the closure of accounts following documents should be returned to the bank.
iii. All the unused cheque should be returned.
iv. The ATM card should also be returned (if received).
v. On receipt of request, the staff in operation department verifies the signature over the
request.
vi. For the closure of individual account and sole proprietorship account, the account holder
should visit bank himself / herself. Similarly, in case of joint account all the account
holders should be present.
vii. Settlement of the balance after deducting all the required charges. Ensure that no balance
is left in the customer’s account.
viii. Close the account in the banking system.
ix. The account closing form with all the documents are to be filed in the account closing
file.
x. The returned ATM card should be destroyed and blocked.

3.2.4 Distribution activities:

Another activities performed in CSD are distribution of cheque books, ATM card and internet
banking password to the customers. These services are available upon the request of account

26
holder. The customers are informed once the requested cheque books are printed and ATM cards
and internet banking passwords are received.

 Distribution of cheque books

Cheques are defined as a written order to someone's bank to pay money from his or her account
to the person to whom the cheque is made out. The bank generally issue cheque book to the
customer on the following conditions:
i. When new account is opened
ii. When existing account holder uses all the cheque leaves and requests for new cheque
book

Procedure for issuance of Cheque Book in GIBL Bank

i. Authorized signature must be obtained on the account opening form to issue cheque book
for new account.
ii. For old account, cheque book can be issued against cheque requisition form.
iii. Number of leafs for new account are provided as per the type of account and for old
account number of leafs are provided as per the customers demand.
iv. The account holder should be present while receiving cheque book.
v. In case the account holder is not present, the agent who has come to receive the cheque
should provide following information:
 Name of the agent
 If he / she has account in same bank then his / her account number
 If no account in same bank then his / her identification certificate
vi. Once cheque book becomes ready for delivery make entry in the cheque book issue
register all the particulars related to that cheque book, the signature of cheque book
recipient to be obtained in the register as a proof of delivery of cheque book.
vii. Cheque book needs to be finally rechecked at the moment of handing over to the
recipient.

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  Distribution of ATM cards
ATM is a computerized telecommunications device that provides customers a method of
financial transactions in a public space without the need of a human clerk or bank teller. ATMs
of GIBL are provided to its account holder after one week of account opening. The ATMs are
provided for all the account holders. Before handling ATM to the customer, Card number is to be
recorded in ATM register. The customers need to sign at the register and the ATM recognition
form, for the conformation of the receipt. The Card number is to be entered to the system to the
respective account number. The Card is then handled to the customer.

 The process of distributing ATM cards to the customers is as follows:

i. For collecting the ATM card the account holder must be present in the business desk with
a/c number.
ii. In the presence of account holder, ATM card is taken out from the envelope and card
number is written in the ATM card register.
iii. The account holder must sign in the register. Then the signature is verified with the
signature of card requisition provided during the time of a/c opening.
iv. After verifying the signature, ATM card along with pin code is handed over to the
account holder and inform about the activation of the card.
v. The account holder is suggested to change the pin number.
 Distribution of internet banking password
Internet Banking facility is provided free of cost to all the account holders. In order to activate
this service, the account holder has to fill up the form with authorized signature. CSD will verify
the signature and send the request to the IT department at head office. Once the user id and
password is received it is distributed to the concerned account holder after the verifying the
signature. The account holder can use internet banking service for balance inquiry, statement,
fund transfer etc.
3.2.5 Account statement Printing
Bank statement contains the financial transaction of the customer’s account. All the debit and
credit balances, tax charges, interest are shown in the bank statement. On the demand of the

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customers, the bank statement for required period of time is provided. It is provided to the
account holder or the agent.

 Procedure for issuing Bank Statement in GIBL

i. Customers who have come to receive bank statement should fill up a request form.
ii. The request form includes account title, account number, time period, and signature and
if agent had come to receive bank statement then the name of the agent should also be
mentioned.
iii. At last the statement is provided with the stamp and signature of the staff of the bank.

3.2.6 Filing and indexing

Finally, account opening forms containing all the essential documents are kept in the file.
The forms are placed in chronological order according to ascending account numbers.
Different files are maintained for current accounts and saving accounts. In case of saving
account and individual current account a ring file will be maintained. Relevant
documents related to the account are filed in the ring file. A separate file is maintained
for individual corporate account.

3.3 Competencies

Competencies that I applied to the work was completely based on my educational knowledge and
ongoing my own experience that I learned from seeing and felt. Thus, my competencies were
based on my given goals, which were:

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  To understand how the bank operate and perform its function I learned the audit key
terms and terminologies, process of audit, how to reconcile the available data, etc.
 To maintain good work ethics within the colleagues and management representative, so
that personal relation can be enhanced and also the professionalism to deal with the client
representative from abroad, their standard, their work expectation, and so on.
 To work closely with the onshore and share the work experience over there, how they
perform, the way they deal with the clients, what more changes required to function more
effectively and efficiently.
 To comply with all the rules and regulations of the company, follow the norms, standard,
how the organization deal with the issues, how regular the meetings are essential, the
body gesture, and more.

CHAPTER FOUR

Lesson learned

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4.1 Lesson Learned

The intern has been a part of the academic career his whole life and gained knowledge from
books but the internship period was really proved to be a great learning experience and the
inspection of exercising that knowledge. It provided a platform to get acquainted to the real
working scenario of a commercial bank. In his case it has developed his interpersonal skills,
professional qualities and time management skills as well.
The most important lesson learnt during the internship period was the working procedure of
customer service department. The two-month internship period was not sufficient enough to
understand the banking system as a whole. Each and every product could not be learnt in detail.
However, the two-month training period has proved very valuable in understanding the working
procedure of customer service department. It taught the importance of communication skills as
well as the importance of working swiftly and efficiently. The intern was able to understand the
corporate work culture, environment through managerial perspective, cooperate and work with
the people in the team and also learnt about the responsibilities. The internship program provided
the insight of the impacts of the internal and complex external environment on the function of the
organization. This helps to develop the work skills by utilizing the theoretical knowledge
By working in CSD as an intern, I got the opportunities to learned following lessons:
i. Basic activities and operations of CSD and its role in overall functioning of a commercial
bank.
ii. Developing inter-personal communication skills.
iii. The importance of teamwork and value of individual contribution to the team.
iv. Develop formal and informal relationship within the organization.
v. To use software like Finale Core, Microsoft office.
vi. Using various office equipment’s like photo copy machine, scanner, printer etc.
vii. Procedures of filing and indexing.
viii. Learned about Corporate Culture of the bank.
ix. Learned to print checkbook and bank statement.

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4.2 Success Stories

I really got the memorable moment while working as a intern in the Global IME bank. I was not
really the time conscious before doing the intern in the bank. I have to reach their on time at
sharp 10;00 clock and leave after 5:00. The very beginning day I was so much tide and feel that I
could not attend the bank on time regularly but organization culture is culture you must follow it
otherwise you are not accused. So I also follow the time routine of the bank, which has really
help me to,became time concern. So it has tell me the lesson that time and tide wait no one. You
have to finish your task on time. The organization run in specific path.

4.3 Failures

I think I have not face a failure case while I was doing my intern but one thing , While I was
doing intern, one day I gave the one customer cheaque book to the other person because the
name was same. I was so hurried that I could not check the account no. The next day that
customer visit our bank and return that chaque book and bring his own.

CHAPTER FIVE

CONCLUSIONSAND RECOMMENDATIONS

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5.1 Conclusion

During the two month of internship at GIBL, the intern was provided with ample opportunities to
get an insight of core operation of the host organization in the turbulent and complex business
environment, working with diverse mix of staff from different background and from different
works of life with profound knowledge and provided an experimental and holistic learning
experience.
In current perspective, financial institutions are facing a lot of challenges in Nepalese market.
The investment opportunities and investment environment are two moving wheels for the
economic development of the nation. Hence, the level and core of economic growth lies on the
development of a well managed banking system.
In today’s competitive world, all the commercial banks are observed to be trying their level best
to provide better or quality services to the customer in order to maintain and promote their
goodwill in the targeted market so as to enjoy greater market share in the industry as a whole and
Global bank is not an exception.
From above analysis it is clear that GIBL is one of the well established and leading commercial
bank of Nepal which aims to serve its valued customers through quality and advancement of its
services throughout the nation. The bank is widely providing its financial services through
largely extended network. During internship period, the intern got an opportunity to gain an in
depth knowledge of the banking sector and scrutinize its various aspects. Internship favored him
to get the practical acquaintance of the bank and its overall operation system. The intern
observed the functional activities of CSD and understood the corporate culture. Prior to
internship, his knowledge was limited within the books. At GIBL the intern was fully guided by
all the staff in acquiring the practical knowledge. It not only provided him the experience of
functional activities but also to let him know about the informal organizational relationships. The
internship added sense of responsibility to him while performing any task. The experience of
internship was incredible which boosted his confidence level and enhanced his inter-personal
communication skills. The intern developed interaction skills and shaped up his personality too.

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Therefore, I was very much pleased to conclude that GIBL is one of the best banks with
friendly environment and excellent customer service. It is your bank delivering the best financial
products.

5.2Recommendation to the Company

GIBL is found to be one of the most determined and promising banks in Nepalese financial
market. It was a true experience to work in such a wonderful institution with a blend of its
unique culture, values, norms and well defined goals. Along with some good aspects, there are
some places where the bank needs to make improvement so that it would gain more customer
satisfaction and competitive advantage.
Some of the recommendations and suggestions are as follows:
 Since customers are the main drivers of any financial institution, they should be pleased
by providing quality and prompt services. This basically depends upon the interpersonal
skill of the employee or their pleasing personality.
 In order to increase employee motivation, the bank should introduce different reward
systems to the employees.
 The bank shouldn’t only increase ATM’s machine but also focus the proper functioning
of those ATM’s machine to increase customer satisfaction.
 The bank should increase the staffs and systems, especially in customer service
department, so that they serve more number of customer at a time.
 There must be free flow of information among the departments so that they would
coordinate with each other and increase the efficiency of the work.

5.3 Recommendations to College

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The industrial training program is beneficial for both the institution and the students if it properly
carried out. Industrial training program is designed to impart practical knowledge to the students
by exposing them in real life business environment where they learn, appreciate and develop
managerial skills.It is the best way of learning by doing.

Faculty of Management should give due attention to manage and coordinate with the
organizations as well as colleges to make the industrial training program more fruitful to the
students, colleges, host organizations and the University itself. The regular supervision of
activities of the students and colleges will enhance the quality and effectiveness of internship
program.

Moreover, few listed feedback would be:

 Huge Gap between theoretical knowledge and practical ones:

As I find the huge differences between the theoretical knowledge and practical ones. So it
will be best the college should focuse on practical side and develop the skill, knowledge
of their students as per the need of the organization so that it can fit with the job.

 Great opportunity but very less internship time:

It is really a great opportunity to learn by doing in the field. I think the duration of eight
weeks for the internship period is short so colleges may expand it to twelve or more
weeks.

 Exposure and Exploring:

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the internship program really provide the platform to the students and help to understand
the real situation in the market so the college should made the available of various
organization and provides them the opportunity to see the real scenario.

BIbilography:

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Books:
- Dahal, B. &, S. Dahal (2000). A Hand Book to Banking. Kathmandu:
Asmita Publications. Pvt. Ltd.
- Shrestha, M.K. &, D.B. Bhandarinternee(2007). Financial Instituions and
Markets. Kathmandu: Asmita Publications. Pvt. Ltd.
- Bhandari, D.R. (2003). Banking and Insurance. Kathmandu: Ayush Publication

Websites:
- www.globalimebank.com
- www.nrb.org.np

Annual Report:

- Global Bank Limited. (2016). Annual Report. Kathmandu.

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