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  • 1. TRAINING AND DEVELOPMENT At PUNJAB NATIONAL BANK Submitted in the partial fulfillment of Masters of Business Administration programme Batch (2006-2008) 1
  • 2. ACKNOWLEDGMENT Those who are remembered are the once who render help without expectation. I was fortunate to have come across such fine people To wake a good project report requires sound knowledge of subject concerned and skills to make a proper use of the knowledge. I am grateful to all that equipped me with the right frame of mind to make me still more respective to knowledge and skills. I feel it my profound privilege to express my most sincere gratitude and indebtedness to my project guide Miss. Anita Passi (HRD), who has been instrumental in providing me direction, constant encouragement and cooperation in an attempt to take this project to its logical conclusion. I am greatly indebted to Ms. Veena Chadha (Senior Manager Training and Development), for providing valuable guidance. Not to forget Mr. Rajkumar Vohra (AGM HRD) for in lightening on Human Resource department in Punjab National Bank and also I am thankful to all the employees of PNB and also I also I am thankful to all the employees of PNB for their valuable input in giving interviews answering queries and filling up questionnaires which formed the backbone of my project This summer training has made me realize how important are the communication skills, interpersonal relations, research strategies and commitment to work for the successful completion of task. I convey my heartfelt affection to all those people who helped and supported me during the course for completion of my Project Report. 2
  • 3. TABLE OF CONTENTS 1. Acknowledgment 2. Table of Contents 3. Declaration 4. Introduction 5. Objective of Study 6. Research Methodology 7. Company Profile 8. HR Perspective at PNB 9. Training and Development at PNB 10. Data Analysis 11. Conclusion 12. Suggestion 13. Bibliography 14. Appendix 3
  • 4. INTRODUCTION I at Punjab National Bank that the project titled Training and Development in Delhi is based on my original research work and dedicated efforts.The result in the report are totally based on the analysis of data that has Indian developing economy offer tremendous potential for future growth and organizations appreciating these consumers requirements stand to reap considerable returns. However, compared with more developed economies published consumer studies are few This research investigates Indian consumer perceptions of retail banking with respect to Punjab National Bank using an approach that takes account of the research context. Qualitative research was undertaken to define the relevant service attributes. Performance along these was then investigated through a survey with over 450 respondents. Regression analysis using SPSS revealed which are the key drivers of customer satisfaction. The industry is undergoing many of the network management and distribution changes experienced by these more developed regions during the 1990s. The introduction of automated teller machines (ATMs), for example, is a more recent development but these have now become more widespread. The retail banking consumer market is characterized by a large number of unprofitable low balance accounts attributable to the comparatively low average wage. In retail banking, service quality is a crucial aspect of the customer experience. However, despite the considerable service quality-related literature, and in spite of the tremendous market potential afforded, there is a comparative dearth of studies pertaining to India. This approach takes account of the research context and begins with an exploratory phase. Details of qualitative research appropriate for defining the service attributes relevant to an Indian market. A survey in which over 450 customers rated Punjab National Banks performance along these dimensions is then reported. Data are analysed using regression, one way anova and factor analysis using SPSS tool to identify the service quality components specific to the Punjab National Bank. Findings are related to service quality studies from other regions and implications for future research discussed. This research therefore makes a contribution by examining service quality and customer satisfaction in a hitherto unreported region. Looking at the result and interpretation of the analysis done above, few finding comes to the surface. 1. Behavior of PNB staff is changing according to the customer i.e. a high income and educated is served much better than a low income, less educated one. 2. Service quality is below the expectation and importance level of customer of all genres on all grounds. 3. A less educated person is more likely to remain loyal and recommend PNB to others than an educated one. Although all genres of customer are willing to recommend PNB to others. 4
  • 5. 4. Recommendation rate increases with the number of month of association with PNB. 5. A customer is more likely to have positive perception of PNB if he is dealt with politeness and respect. On the basis of above finding, recommendations are written below: 1. All customer should be dealt equally, especially the less educated and the one with less annual income. Because if we have a look at the customer base of PNB, we find that majority of their customer are in that section. It is also seen that a less educated person is more likely to remain loyal and recommend PNB. Which makes it even more important to retain that customer. 2. The customer needs to be addressed with politeness and courtesy. 3. PNB score low only on the intangible emotional part of service, and customers are looking for more personal attention. Which needs to be given right away.been collected by me. The analysis finally leads to conclusion. 5
  • 6. EXECUTIVE SUMMARY In todays world, speed is the buzzword and to remain on the top is also one of the most difficult things to do. Nowadays, competition is the first thing that comes to the mind of every organization. If you ask the Managing Director or the Chairman of any organization, what is that one thing they are interested in the response would definitely be to remain on the top position and to going victory over competitors in the corporate world. Human resource development is a key to organizational robustness. The combative and competitive capability of an organization, especially a service organization like a bank brings very largely on the collective competence and skills of its people. Rapid advances in technology and knowledge together with breath taking changes in the market place coupled with the raising client expectation, make for rapid obsolescence of old ways of doing things. This necessitates new responses, modern skills and attitudinal changes. This project Training and Development aims to explore the arena to test whether or not the same is contributing substantially towards the Punjab National Bank. Starting from the basic concept of Training and Development, it moves on to the analyses of the application of the same in various sectors of Punjab National Bank and it explores area where employees growth potential exists. It concludes by analyzing the challenges and attempting to provide a glimpse of the future. 6
  • 7. TRAINING AND DEVELOPMENT: Training & Development is not only an activity that is desirable but also an activity that an organization must commit resources to if it is to maintain a viable and knowledgeable work force. In modem industrial organizations, the need for training of employees is also widely recognized to keep the employees in touch with the new technological developments. Every company must have a systematic training programme for the growth and development of its employees. Training is a complex process, is concerned with increasing the capabilities of individuals, and groups so that they may contribute effectively to the attainment of organizational goals. 'Training' is used to teach special skills, whereas the term 'Development' denotes overall development of personality of the employees. Training is a process of learning a sequence of programmed behavior. It is application of knowledge. It gives people an awareness of the rules and procedures to guide their behavior. It attempts to improve their performance on the current job or prepare them for an intended job. Development is a related process. It covers not only those activities, which improve job performance, but also those, which bring about growth of the personality, help individuals in the progress towards maturity and actualization of their potential capacities so that they become not only good employees but also better men and women. Training a person for a bigger and higher job is development. MEANING OF TRAINING & DEVELOPMENT Training & Development is an organized activity for increasing the knowledge and skills of people for a definite purpose. It involves systematic procedures for transferring technical know-how to the employees so as to increase their knowledge and skills for doing specific jobs with proficiency. Training is the act of increasing the knowledge & skills of an employee for doing a particular job. Development means growth of the individual in all respects. Training involves the development of skills that are usually necessary to perform a specific job. The purpose of training is to bring about improvement i