INTERNSHIP REPORT ON

NATIONAL BANK OF PAKISTAN

Internship Report submitted to the Faculty of Management &
Administrative Sciences in Partial Fulfillment of the Requirements for the
Master of Business Administration.

UNIVERSITY OF GUJRAT
Date of Submission
Name of Program Coordinator ___________________
Signature of Program Coordinator_________________

MBA 6TH

By the Grace of Almighty, the most Merciful, the most Beneficial, I'm today submitting
my internship report, at the end of my first pragmatic experience and I'm glad to have it
with UBL, where you come first, only if you're the customer. Thirst of learning is inside
you, and whatever the environment, if you're willing to learn, you do. At UBL, I Had a
new, challenging, yet a perfect environment to learn. My parents' prayers and their
Teachings were always with me and hereby I will like to take this opportunity to show my
Gratitude to all those who made my internship an adventurous outwit.
.
Here I am, from more professional and rather corporate environment of UBL
Gujranwala branch. I never knew what it all going to be. As I enter the branch, it took me
a minute to realize that the person sitting in the half fortified walls is the Manager.
Maybe I was expecting him in a glass sheeted room. At a glance, I grasped the
Interesting personality of the manager and today at the end of my internship; hes one of
The persons Ill always remember.
Despite of the most hectic schedule, Madam Farah helped me so much. I'm really
Grateful to you maa'm for clarifying my concepts and making me learn from your
Experience. Whatever I learnt from you will definitely help me in my upcoming study and
The professional life ahead. Thank you so much for being so co-operative and so
helpful every time. I hope maa'm I have been up to your expectations. In the end, I'll like
to thank all my other colleagues, Mr. Usman aslam, Mr. Waqas, Mr. Ali Hassan, Maa'm
Nida and all my other fellow internees, here and in cantt branch, for their unconditional
support and help in making me learn in a good environment. Umair Javed

MBA 6TH

3
Contents of Report
Acknowledgement

page
02

Executive summary

04

Dedication

07

Introduction

08

Organizational Profile

10

Vision & Mission Statement

34

Management Hierarchy

35

Pest analysis

37

Area of internship

39

SWOT Analysis

44

Recommendations

47

Conclusion

48

Bibliography

49

MBA 6TH

Banking operations and services are one of the basic needs of an Economy. These
include acceptance of deposits and disbursement of Advances to individuals and others
at higher rates. Banks perform Various fundamental factions, which are directly or
indirectly Contributory towards economic and social development of countries. UBL, a
commercial bank was established in 1959 as result of reckless Efforts made by Agha
Hassan Abidi. The UBL has shown the fastest Growth pattern and in a period of just 27
years became the second Largest bank of Pakistan. The bank image however
adversely destroyed
When it suffered heavy losses during its nationalization period due to Political and other
factors. The bank is showing re-emerging Indications as is evident from its financial
statements. UBL on October 19, 2002 was privatized and bought by two financially
sound parties of International repute i.e. best way group and Abu Dhabi group holding
51% of the banks share and thus has emerged as the largest private Bank surpassing
MCB. The purpose of this report is to study operations and analyze Performance of UBL
to see whether the bank is successful in its Operational performance or not, and
recommending possible solutions For problems. For meeting the purpose both
secondary and primary Data have been used.
The whole report has been divided into five main sections as describe Below: Section I
is introduction to the report and briefly describes the scope, Purpose, methodology and
limitations faced during the preparation of the Report. Section II is the review portion
and contains five chapters. First chapter is Introducing the organization, UBL which
came in to being in 1959.
Remaining four chapters are explaining operations and relevant broader but
Comprehensive set of information of the functional departments of the Bank. An attempt
has been made so that readers of this report should be Able to gain sufficient
MBA 6TH

5
Knowledge of the processing and procedures of the Operations carried out by these
departments. However in the chapter Pertaining to foreign exchange department main
focus is places on the Payments regulations and procedures of letter of credits in the
light of Foreign exchange regulation Act, 1947. ; the analysis part of the report and is
comprising of two Functions. SWOT analysis is an integral part of this chapter. As an
internee
I was deeply concerned about the performance level of the UBL and therefore tried to
analyze the bank financial performance that is included in chapter 4, this chapter
reveals that the bank is trying to regain its position in the present more dynamic and
competitive environment. Major findings are included in this summary which is the
outcome of these analysis the recommendation part and is derived from the previous
Major findings are stated in the later part of this summary. implemented properly will
enhance the banks overall productivity and will also enable it to compete more
efficiently and effectively.
These plans are related to exploration of new opportunity present in the agriculture
sector, effective management and recovery of advances and marketing activities
respectively. During the study, findings extracted are listed below:
1. Mark up expense of the bank has reduced and administrative Expenses have shown
increase.
2. Non-performing advances have reduced; deposits show Consistency.
3. Due to lack of job rotation opportunity and lack of informal group existence,
employees do not share each other workload..
4. Motivation level of employees is not satisfactory which effects their own and as well
as performance of the organization.
5. In proportion to number of accounts and functions performed sizes of branchs
buildings are small.

MBA 6TH

6
6. Newly developed account opening form carries restricted space Where only two
applicants names can be incorporated. Recommendations of the report are as under:
1. Training for developing managerial leadership should be provided.
2. Political interference in placements etc. should be discouraged.
3. Exercise should be evolved to bring needed cultural and other Management changes.
4. Recruitment policies should be changed; MBAs and other business related qualified
individuals should be hired.
5. HRD should frequently conduct refresher courses.
6. Computer training courses should be imparted. Development policies should be
implemented.
7. All employees should participate in marketing operations of the bank.

MBA 6TH

7
2. DEDICATION
At first dedicating this work to Almighty,

Without his mercy and sympathy I was not able to accomplish this work.
I also dedicated this work to my

Because their Prays & worm Hugs made me able to achieve this success.
also want to dedicate this to my honorable, Respectable Polite & sincere.

Because they always guided me towards rite path of success

MBA 6TH

8
INTRODUCTION TO THE REPORT
1.1 INTRODUCTION:
Students of MBA studying courses leading to Master of business administration

are

required to undergo an internship programmed of two months duration. This is an

essential academic requirement. The internship is followed by comprehensive report
writing, required to submit to the University of Gujarat. This report is properly evaluated
on the basis of its description and analytical capabilities by internal and external
examiners. I did my internship in United Bank Limited Gujranwala Branch.
PURPOSE OF STUDY:
The primary purpose of this study is to fulfillment of the requirements for the degree of
MBA (Finance).For this connection each student of this particular course is required to
undertake training in a relevant organization selected by them, for a period of 6-8
weeks. The secondary purpose of this internship is to understand how the theoretical
knowledge can be applied to the practical situations and examine an organizations
financial issues and identify its opportunities/ problems and also suggest corrective
measures. This internship is also very necessary to gain confidence and become aware
of the mechanism of an organization. As an internee I want to achieve following
objectives during my internship and organization study:
1.

To familiarize with a business organization.

2.

To familiarize with the different departments in the organization and their

functioning.

3.

To enable myself to understand how the key business process are carried out in
organization.

4.

To understand how information is used in an organization for decision making at

5.
6.

various levels.
To relate theory with practice.
I was also keen to gain professional experience in an actual testing environment.

MBA 6TH

9
7.

I want to develop my skills in the application of theory to practical work situations

8.

To develop my attitude conducive to effective interpersonal relationships.

9.

To acquire good work habits and sense of responsibility.

10. To enhance my learning experience by application of fundamental concepts

previously learned.
11. To observe, analyze and interpret the relevant data competently and in a useful
manner.
12. To develop my interpersonal communication.
13. I want to enhance my knowledge of the discipline of banking administration.
This report is about united bank limited. UBL was established in 1959 and since then,
it has expended its network, becoming the largest commercial Bank of the country. It
offers different products of services to its customers.
SCOPE OF STUDY:
The study is confined to banking operations. An attempt, along with all its limitations, to
collect financial data and general statistics of the bank has been made. Keeping in view
the purpose of the study, which is to make an acquaintance with practical doings in the
bank, this seems a comprehensive effort.
LIMITATION OF STUDY:
It is to admit that the study attempts only those aspects, which are closely relevant to
the purpose of the study. facts and figures, which otherwise might be equally important,
but not having a direct bearing on the conclusions arrived at this study, have been
ignored. The most important limitation from which the study suffers is the no availability
of information in a manner required for analysis and the secrecy of the bank. Another
important limitation of the study is time and Space constraint.

MBA 6TH

10
METHODOLOGY OF STUDY:
Both primary and secondary data were used in compilation of the report.
Methodological tools used were:
i. Primary Data:
Personal Observations.
Discussion with Bank Personnel.
ii. Secondary Data:
Brochures/ Manuals of the bank.
Annual Report
State Bank Foreign Exchange Manual
Bank internship reports on UBL available in library.
Journals, newspapers and books.
Internet.
INTRODUCTION TO UBL
BANKING HISTORY:
Consensus on the origination of word Bank is not yet reached at. Some Authors
opinion is that this word is derived from the words Bancus or Banque, which mean a
bench and they further relate banking business inception to Jews in Lombardy. Other
authorities state that the word Bank is derived from the German word Back which
means Joint Stock fund and later on due to German occupation of Italy, this word was
italianated into Bank. Authors quote Babylonians (few quotes Chinese) who developed
banking system as early as 2000. B.C1
BANKING IN PAKISTAN:
The history of Banking started in Pakistan for the valor and emergent decision of
Formulation of SBP on July 30, 1948.

MBA 6TH

11
However the process is reverse since 1991, Up till now MCB, ABL, and UBL have been
privatized and HBL is in the process Of its privatization.
TOWARDS ISLAMIZATION OF ECONOMY2:
Interest based transactions/businesses are Haram in Islam. The GOP has shown.
Interest to eliminate interest from its economy by developing various Alternatives. To
achieve this objective various efforts are made with the following outcomes:
Deposits:
In the back drop of some of the worst financial and liquidity crunch faced by virtually all
economies, Pakistan also faced issues of liquidity albeit at a much lower level. In
addition to contraction in liquidity in the banking system, UBL also faced challenges due
to major withdrawals by public /government departments during the year. Despite all
these negative developments.
Loans:
Qarz-e-Hasana
Lending on the basis of Service charges
Trade Related Modes of Finances:
Bay Muajjuai; purchases of goods by banks and their sale to clients a Appropriate
mark-up in prices.

Bay-Salam; purchase of goods from clients by banks and their

resale to the
Client at increased prices, to be paid in future. Financing for development of property on
the basis of developmental Charges.
Purchase of trade bills.
Ijara: leasing.
Hire purchase.
Investment Type of Modes of Finances:
Mishawaka: financing on the basis of profit and loss sharing.
Modaraba: equity sharing of borrower profit and loss on basis of purchase

MBA 6TH

12
Of modaraba certificate.
Rent sharing.
Equity participation through purchase of shares
HISTTORY OF UBL:
It begun with a vision, a vision of unparallel progress and unmatched excellence true to
the spirit of the era! November 7th 1959, Pakistan witnessed an event that would
change the way we banked forever. It was not just the inauguration of UBLs first branch
at I.I. Chandigarh; it was also the birth of the culture of service, a culture of innovation
and a culture of financial excellence!
By June 1960, shortly after six months of opening its doors to the public, UBL had
branches in:

Karachi

Dacca

Lahore

Lyallpur

Chittagong and Narayanganj

In 1963, UBL became the first bank in Pakistan to have a branch overseas- on William
Street in London, United Kingdom. True to our promise of providing service and care
beyond the ordinary to our customers, UBL and You have had a history. The first saving
scheme for school going children was launched as early as 1960 or the formation of
Pakistans first Staff College of employees in 1964, UBL, through the motivation of its
staff and the trust of its customers, continued to grow at a spectacular pace. In 1967,
UBL had hit the dawn on information in terms of technology, by introducing computer

MBA 6TH

banking to Pakistan and in 1971, UBL once again paved the way by launching 3 online
branches in Karachi. The newly formed state of Pakistan was witnessing the boom of
industries and commerce cannoned by a bank that believed in the potential growth of
Pakistan. Small wonder then, by 1978, UBL had a pledged economic department, had

13
Acquired two international banks. UBL also launched supervised credit and small loan
schemes for small to medium sized firms as well as agriculture and had made for itself,
a strong international presence for we had branches in 4 continents.
Throughout its history, UBL has kept pace with- and often exceeded the changing needs
of changing times. Keeping the tradition of innovation alive, UBL introduced Pakistans
first credit card, the UNICARD in 70s and left its mark by launching the Pak Rupees
traveler cheques in 1971. Staying true to its roots, UBL was also the first bank to have
an Islamic banking division and the first to introduce e-banking facilities at Hajj.
In the 1990s the government of Pakistan decided to change the face of banking by
creating a blueprint to privatize UBL. At this point, financial experts were called on board
to set the bank back on course, and with implementation of relevant changes, the
government privatized the bank in the year 2002 Best way and Al Ayaan collaborated,
forming the cornerstone for the UBL of tomorrow.
NUMBER OF BRANCHS:
UBL has a large network of branches, which extends to the remotest areas of the
country. In December 1983, there were 1623 branches whereas in 1974 it had only
1238 branches and in October 2003 these figures show total number of 1007 branches.
UBL has been very active in increasing its overseas branches network. The first foreign
branches were established in London in 1963. Now UBL has branches in Bahrain,
Qatar, Saudi Arabia, United Arab Emirates, Yemen Arab Republic, UK Switzerland,
Egypt, Oman and The United States. These branches are playing a significant role in
channeling home remittances and foreign trade of Pakistan.
SUBSIDIARIES:
UBL has four subsidiaries, namely:

MBA 6TH

United National Bank Limited (UNB), UK

14
United Bank AG (Zurich), Switzerland
3 UBL (2003) Annual Reports
United Executers and trustees Company Limited
United Bank Financial Services (Private) Limited
FUNCTIONS OF UBL:
UBL is a commercial bank, which transacts the business of banking in
Accordance with the provisions of BCO, 1962. Section 7 of the Act authorizes
Banks to engage in the prescribed form of business. In the light of this section
UBLs functions can be categorized as under:
Agency services
General Utility Services
Underwriting of loans raised by the Government or public bodies and trading by
corporations etc.
Providing specialized services to customers, and
Hajj-related services.
ROLE OF UBL BANKING SECTOR:
The impressive growth and development, which UBL achieve, present I Undoubtedly
the most dynamic and progressive. In a very shorter period of time it became one of the
leading banks overtaking several other older and its competitor banks. The major
contributions the bank has made are enlisted below:
Record setting performance and commitment to serve the customers Personalized
service and dynamic approach Catalyst of changes
Professional management
Modern banking policy

MBA 6TH

Human resource development

Small loans (or) micro credits
Pacesetter in economic research established in 1967, department for

15
Economic research.
Utility bills collection
Credit cards (unicard-1970)
Travelers Cheques (Humarah-1971)
Diaries and calendars received prizes too
Promotion of sports
COMPUTERIZATION OF UBL:
UBL has taken leading start in the introduction of computers in (1966-1968)6 in
important cities. Its three computers centers Rawalpindi, Lahore and Karachi are
equipped with the modern mainframe computers of various Capacities. All branches
Have made with microcomputers. The use of computers has enabled the bank to save
time and efforts raise Efficiency and deliver the goods speedily to its customers. This
has also allowed the bank to maintain its leadership within the industry.
UBL - On line System7:
Themes of this service is Access anytime, anywhere, any device which Symbolizes
comfort, convince and connectivity. UB-Online a web based service Cap. (Rtd) Syed
Hamid Ali Shah, (2002) Internship Report on UBL Main Branch Peshawar. UBL,
(October 8, 2002). PPI Circular. Karachi
That can be accessed through multiple media link like, (i) PC via internet (00)
Mobile phone with WAP or free SMS) (iii) Personal Digital (iv) assistants and (v)
Plain telephone; following are some of the exciting features:
1. Accounts statement & electronic data interchange
2. Graphical analysis
3. Alerts service /facility, search facility and activity long

MBA 6TH

4. The banks as another computer-based system known as UIBANK8,

Which is a well-develop on-line branch-banking package. The system automatically
prepares various report, central bank returns, and Statement of accounts for customers.

16
Money Gram facility:
The bank has recently employed money gram service system, which can affect money
transfers within minutes. Similarly the system used for local transfer of money
transactions is called uni-remote.
Hajj service:
Keeping to its tradition is august 1982 provided electronic facility at its Hajj booth and
has installed now modern computers at designated branches (Hajjis) and increasing
Efficiency. This facility has reduced the service time to less Than six minutes per Hajj
compare to about half-an-hour to 45 minutes per Hajj earlier. 8 www.ubl.com
Consumer Banking
You as an individual can gain and benefit the most through UBL Consumer Banking. In
UBL you get friendly, efficient and attentive personalized banking services - a unique
Banking relationship experienced by each UBL client. You can utilize the following
Services.
OMNI BRANCHLESS BANKING
UBL Omni now brings a host of banking services to your nearest "Dukaan". UBL Omni
Dukaans are located in more than 650+ cities and towns across Pakistan. This is a
major milestone in the evolution of banking that will reshape the traditional banking
model by offering basic banking services across urban and rural Pakistan, well beyond
the regular branch networks of banks
.ACCOUNT
Customers across Pakistan can now open a basic UBL Omni bank account at any
UBLOmni Dukaan of their choice, whether close to their home or place of work, by
using their CNIC number and mobile phone number - their mobile phone number will
effectively become their bank account number irrespective of which service provider

MBA 6TH

they use. Also they can avail instant ATM card. Accounts with higher limits can be
opened from any UBL branch. For further details please visit Account Opening

17
Omni account holder will subsequently be able to deposit and withdraw cash, make
utility bill payments, send or receive money, purchase mobile airtime, make postpaid
mobile bill payment, pay Zakat & Donation and much more by using diversified array of
convenient channels which includes SMS, Mobile App, UBL Net banking or ATM. No
longer will they have to visit a bank branch to conduct their basic banking transactions
nor will they be limited by standard banking hours
UBL Address
Owning a house of your very own is a cherished dream. A lot of planning and hard work
Is involved in making this dream come true. That is why, at UBL we aim to make your
Decision easier, by offering you the right ingredients that can help you realize your
dream with absolute convenience.
UBL Address empowers you to become the proud owner of a home by offering a variety
Of product and pricing options that are flexible yet affordable. So choose the best
product option and pricing to suit your needs. All product options are amortized and
range over a Tenor of 3-20 years.
Buying a home
Why rent when you can buy? Buying a home of your choice has never been so easy.
With a maximum financing limit of 80% you can easily buy a house or apartment that
Best fits your requirements. So go ahead and start the search for your dream home
because with easy and affordable installments you need not think of renting a house
when you have hot UBL Address.
UBL Business Line
UBL Business in a complete solution to all your Business Financing needs. With UBL
Business Financing facility, you can now take your business to greater and newer
heights, and achieve the level of success that you truly deserve. UBL Business line is a

MBA 6TH

running Finance facility that not only provides funds for growth but also enables you to
capitalize on profitable opportunities. With UBL Business line, now you will surely say.
Ab Hui Kamiyaab Meri Manzill.

18
Now, UBL Business line credit line is here to solve all your cash flow problems. You can
Utilize up to Rs.10 million with the help of which you now focus on your business
expansion and growth.
UBL Cash line
UBL Cash line is a flexible loan that provides you cash up to Rs.500, 000 without any
security Requirements. It empowers you to take control of your finance. UBL Cash line
is aimed to make your life easierZINDAGEE ASAAN. Whether you are a salaried
individual or a businessman, UBL Cash line takes care of your cash requirements.
UBL Credit Card
Welcome to the world of UBL Credit Cards the most exciting and vibrant credit card
brand in Pakistan. We offer you a range of innovative and exciting cards that is not only
Powered by the security of chip but also enable you to personalize it any way you
want
UBL Drive
Accelerate your life; Drive the way that suits you! UBL Drive is a unique auto financing
Product which offers you feature, option and flexibility unmatched by any other bank,
Because at UBL, You come first.
New Car Financing
UBL Drive allows you to drive away in your own car by making a down payment of just
15% and to top that with low monthly installments.
Used Car Financing
With UBL Drive you can buy favorite used car (up to 5 years old) at the most affordable
Rates.
Cash Your Car

MBA 6TH

UBL Drive is not a car loan; its financing facility that gives you Cash on your car, you
Can get up to 75% of your car value.
UBL Money
UBL money, the personal installment loan from UBL provides you with power, Control

19
Convenience and the flexibility to manage your financial requirements and realize on
your dreams. Its about buying new furniture or marriage expenses, financing the
education of your child or enjoying vacations abroad! UBL Money caters your needs
handsomely. You can borrow any sum between 50,000 to 500,000 (PKR) and payoff up
till 5 years. We know what you need at what time. Just give us the opportunity and let us
serve you best.
Other Services:
UBL Net Banking
UBL e-statement
Hamrah
UBL Wallet
UBL Net Banking:
UBL Net Banking is an internet banking portal offering a simple, convenient and secure
method of accessing bank accounts on the internet. Its never being so easy to Access
and manage your finances in a secure real-time, online environment
UBL e-statement:
UBL is pleased to announce the launch of the UBL e-statement facility which it easier
for you to get your statement of accounts and automated transactional debit/credit alerts
right into you inbox.
Hamrah:
UBL has always been adding the forefront in identifying and meeting the financial
needs of its valued customers. UBL was a pioneers an introducing Rupee Travelers
Cheque facility in Pakistan, as early as 1971. In continuation of the same tradition, UBL

MBA 6TH

in the shape of, HAMRAH Rupee Travelers Cheque enhances this facility for the
convenience of its valued customers by offering denomination up to Rupees 10,000.
UBL has a 24 hours customers help-line, providing its customers with round the clock
Tele-verification of HAMRAH Rupee Travelers Cheques.

20
Commercial Banking
To stand tall among the worlds leading banks, UBL has developed a YOU attitude to
understand its customers well. When you talk, we speak for you. For small and middle
size investors, UBL has so much to offer, so much to deliver. You live the way you want;
we will always be shadowing you. Walk in to any nearest branch of UBL, enter the world
class bank and let us serve you with what you need.
Small Business Scheme
Under the Small Business Scheme, UBL is providing loans on easy terms to those who
wish to set up their own small-scale business. This scheme is aimed at spreading
prosperity in the country by reducing unemployment. As more and more people start
their own industrial units, the country will move steadily towards economic self-reliance.
Investment and Saving Accounts:
At UBL, we offer you the most beneficial and secured financial investment and saving
options. You can choose from the following list of accounts anything that serve your
needs best.
UBL Basic Banking Account
Exempted from Minimum Balance charges, UBL BBA holders can carry out two
deposits and two withdrawals each month as per the bank policy. Through 24hrs ATM
Services, they can carry out transactions as and when desired, staying in the daily
Withdrawal limit.
UBL Business Partner (Current Account)
For our regular customers, we offer the ultimate option, UBL Business Partner (Current
Account). With unlimited deposits and withdrawals, we offer you convenience of UBL

MBA 6TH

net banking, UBL Wallet, UBL Orion and other exciting consumer products. Customers
are liable to maintain minimum balance of Rs. 10000 to avoid the minimum balance

21
Charges until and unless they are exempted from it. Remember! We are not just a
business; we are your caretakers; we know what you need.
Avg Balance per month Profit Rate*
Rs. 25 million 5.00%
Rs. 25 million to Rs. 100 million 5.10%
Rs. 100 million to Rs. 250 million 5.20%
Rs. 250 million to Rs. 500 million 5.30%
Above Rs. 500 million 5.50%
* Profit rates are for the month of July only
UBL Rupee Transaction Account (PLS Saving)
Have your money box at UBL! Put in your savings and let us earn you 5% p.a. over
Your daily savings.
E-Transaction (Current Account)
In the era of glooming computerization, even Chicago, Tokyo, Sydney, all are seconds
away from you. Internet has turned distance into time, and we have turned your account
into a sheer pleasure. Now sitting at home, or at office or anywhere in the world, we
offer you a wide spectrum of world-class electronic services and banking products each
time you log in. Use your account like a regular account plus use the premium Internet
& Mobile banking services for Instant Fund Transfers,
Instant Shopping, Instant Bill payments, Instant Mobile top ups, Alerts, Statements
and much more. You love surfing, come surf with UBL
Complementary Services Insurance Certificate

MBA 6TH

UBL not only cares about you, we care about those too who are dependent upon you.
So UBL now offers enhanced Free Accidental and Disability Insurance Certificate
coverage to all existing and new account holders
.

22
UBL Wallet VISA
Imagine you are shopping in a big mall and you are ever so watchful about your cash in
your wallet. Every time you shop, you're in a mess! Let UBL Wallet Visa ease your
shopping. Shop around and pay your expenses directly from your account through UBL
Wallet. Not only can this, individuals and sole proprietors, through more than 92 ATM
machines, debit their accounts as many times as they want. You can choose according
to your need. We offer Card Type
Annual fee (Rs.) Daily Limits (Rs.)
Primary Supplementary ATM
Withdrawal
Debit Card
Spend
Funds Transfer
(From UBL to UBL)
Funds Transfer
(From UBL to other
Banks)
Moreover, the convenience and excitement of Internet Shopping is also available at
UBL Wallet VISA ATM/ Debit Card. So surf around and feel free to shop. We are here to
help you pay miles away.

MBA 6TH

23
UBL Net banking
UBL is very much determinant to make banking as you will. How about being in office,
or on your way, at home or at anywhere in the world but still connected to your account!
Through UBL Net Banking, Access your accounts any time, pay anyone you want, pay
your bills, buy vouchers you need and get account alerts, all integrated with one of the
best security systems in the world. Hum rah
Hum rah is your secured cash, something thats safe anywhere and accepted
everywhere. Offered in the denominations of 10,000 and 5,000, "Ham rah" Rupee
Traveler Cheques are the ideal and safest way of carrying cash when travelling
anywhere in Pakistan. Let it be business; property; trade or personal needs; we make
you have the most convenient option. Moreover, Hum rah RTC's are now accepted at
more than 2000 places such as hotels, shops, real estate agents, jewelers, car dealers,
etc and of course at all our UBL branches. UBL e-statement: During your busy hours,
you dont have to bother about visiting us to get your account statement. Neither theres
a risk of anyone else knowing your account details. Subscribe today, free of cost to UBL
e-statement facility and let us share details with you daily, weekly, monthly, quarter or
semi-annually. Get debit/credit alerts and know as soon as you get money or pay off.
My learnings
Standing on the fourth floor of UBL Islamabad head office, I heard the good news of me
having a six week opportunity to interact with a world class bank. All these six weeks
were full of events, full of learning and most importantly full of professional working.

MBA 6TH

Here 'professional' regards in all from clerical to managerial work. In these six weeks
period, the best thing to me was the authority and dependency of customers upon me,
when they come with a hope that I'm there to guide them through. Knowing all is not

24
Learning, the real learning is to convey right. I tried to learn real, see real UBL, and tried
To comprehend the difference between what we look from outside and what is going on
Inside. UBL is full of experienced and professional traditional bankers. As it perfectly
Suit the environment we are operating in, you attitude has helped UBL in capturing
masses. In the private sector, no doubt its a fast growing bank, but here's something
that's still unrealistic to the policy makers. The line of unsatisfied customers is
increasing, not because we are not serving well, it's because customers are not
understanding the YOU attitude right. Every customer wants to make sure his work is
done at the first convenience, but they are not concerned about the responsibility with
which every employee is working. We need to put in some guidelines for our customers,
as they walk in. This will not only save their time but will also motivate staff members to
work more promptly, because if customer and employee engage into some unhealthy
quarrel, the whole environment will be disturbed. Back to my real learnings. In my six
week internship, I worked in customer service department, as well as in clearing
department. Because of some work load, I was unable to learn much about other cash
and accounting department. Here is my countdown learning of six weeks.
Account Opening:
Penning down information and keying it into the system does seem a simple and
tedious job but it is not. My initial five days at customer service department was the
liveliest experience of my internship. Though physically I was there just to assist the
account opening officer, but it turned out to be much more for me. That is when I first
actually imitated as a presenter of UBL to customers, when to many people, I'm their

MBA 6TH

hope. UBL offers a variety of options for anyone; to everyone. You are an investor,
regular businessman, middle man, salaried person or a house wife; UBL serve you in
Every way it can through its commendable and reliable services, because at UBL, YOU
Come first. Working at Customer Service Department, I did counter with different types
of customer and opened their accounts under the supervision of the officer. When you

25
Have the sole responsibility to open the accounts; it's always very important to
understand the needs of your customer. Understanding the psyche of customer is very
Important. Until and unless you're completely satisfied that the customer has genuine
reason and need to open the account, don't do so.
Account Opening Form:
In all the documentation within the bank, clearness and tidiness are the major features.
Over writing and cutting should always be avoided as it may lead to any
misinterpretation. Account Opening Form is the most important documentation when a
Customer walks in for commercial banking and wants to develop a relationship with us.
In AOF, all the necessary information should be completely scrutinized before the
customer walks back. Now lets look at some of the salient requirements of AOF and
their importance. Currency and Type of Account It offers you all the eight different types
of accounts mentioned before. First understand why the customer is here and what type
of account suits him a lot. Scale down all the options suiting his investment or
requirement and help him choose what is best for him. Outline all the salient features of
that particular account to him and make him tick the best box. Mark the currency box if
the customer wishes to deposit in currency, in case, other than PKR. Nature of Account
Understand and choose the desired nature of account. Individual Account (Single/Joint)
determines if the account is personal or joint. Once again understand your customer
here. Illiterate and gullible customers should better opt for joint account for their own
security. Particulars of Account First of all the title of account is entered by which it will
be called off. Following is the Key/Secret Word of six characters which is mostly
MBA 6TH

preferred to be mothers name because its simple unforgettable. Key word is used to
verify the customer on phone or while other subsequent inquiries.. E-mail address is
mandatory for Net banking and e-statement facility whereas Mobile number for mobile
banking. Lastly its your choice to hold your statements for collection or mail it

26
To you.*Here make sure mandatory fields are entered and any valid contact number
must be provided. Personal Information Following portion summarizes social with
standing of a person.
Applicants name, Fathers or husbands name, gender, marital status, Date of birth,
nationality, country of residence and identification source and its number should be
enter. Make sure the source of identification is not expired. Enter NTN if available. Know
the occupation of the applicant and check the respected box. In case there is more than
one account applicant, fill in all the above mentioned information for other applicant as
well. *Its a good practice to ask for the original identification source of the customer
and pen down the number and expiry date directly from it. Here the information about
the business is filled in. Title of account, company/business name, and nature of
business, office/mailing address, head office /registered address, office email and NTN
are mandatory information required for business account. CNIC is required in case of
sole proprietor ship and information of few persons are required who can be contacted
in case of companies. Here we need to know that who will be operating the company
Accounts. Additional Information Existing relationship with UBL In case if the customer
already has some relationship with UBL, it should be mentioned here. This is just in
case to formally know and cross check the customers provided information.
Existing relationship with other banks
This is to know what relationship the customer has with other banks, if any.
UBL Wallet ATM/Debit Card

MBA 6TH

Here first define your customer what ATM card is, what are its features and what is the
difference between its different options. Enter the name of the customer in Name on
card field. Then is the option of supplementary ATM card.
A customer can issue up to 9 supplementary cards. If supplementary card is required, a
UBL Wallet VISA card requisition form is filled in which details about supplementary

27
card holders is penned. Zakat Deduction (only on PLS A/C) PLS account holders can
directly pay Zakat from their accounts, if they are willing to. Other UBL Products
Account holders can opt for UBL Net banking Credit card, Personal loan, Car Financing,
Mortgage and Business Finance. Operating Instructions
This identifies the signing authority of the account. It can be operated singly, either or
survivor, jointly, mandate or by any other in special cases. Statement of Accounts This
specifies how early the account statement is required. It can be daily, weekly, monthly,
quarterly or semi annually. Customers can choose Mail or e Statement or both. Special
Instructions Special instructions, if any, are registered here. It usually certifies further the
operating instructions of the account. Account referred by Detail of person referring the
customer is entered here. Terms and Conditions These terms and conditions outline the
policy of bank about its accounts regulations. Abidance by state bank laws and banks
policy is compulsory and customers signature at the end of the statement is his
abidance by the law
Indemnity and Undertaking
Here the customer agree by the bank policies and agree to its terms. Applicant sign the
undertaking and officially agrees to be a part of UBL. *As an account opening officer,
you must enclose all the signatures and should verify them. Every cutting on the AOF
should be verified by customer's signature, and officer should verify the customer's
signature.
For Bank Use Only

MBA 6TH

Special Category of Account

If the account is of minor, UBL staff, Illiterate, Blind or Registered Alien, it should be
checked respectively. Passport size Photographs are required in this case and
customer can only make the transaction personally. Make sure signatures are not too

28
Simple or shaky. If so, again passport size photographs may be required and
transactions can only be made personally for customer's own security.
Service Charges
This is the minimum balance penalty which is applicable to all except students,
mustahiqueen of zakat and government employees' salary or pension purpose accounts
Individual Account
The customer is marked as walk in, marketed or a referral; he/she is a public figure or
not. Moreover what will be the customer's sources of funds? What would be the usual
mode of transaction and what would be the intentions of account with UBL. Who will be
the ultimate beneficiary and what the approximate value of transaction per month is.
Business Account
The customer is marked as a walk in, marketed or referred customer. Name of parent
and other companies are entered. Geographical area of activity is mentioned. How the
business earns is mentioned to know the business type. Then similarly mode of
transaction, ultimate beneficiary, initial deposit and approximate maximum value of
transaction per month is recorded. *Finally after fulfilling all the necessary requirements,
the officer here by recommends to open the account of the customer.
Documentation to be obtained
Individuals
Photocopy of CNIC/Alien Registration No. / Passport

MBA 6TH

Photocopy of service card/employment card/student card

Sole Proprietorship
As above and NTN/Sales Tax Registration Certificate
Application to open account on sole proprietorship letter head
Rubber stamp of sole proprietorship to be affixed on AOF and SSC.

29
Partnership
Photocopy of CNIC of all partners
Application to open account on partnership letter head signed by all Partners
Attested copy of Partnership deed
Copy of Registration certificate with Registrar of Firms
Authority letter in favor of person responsible to operate the account.
Rubber stamp of partnership to be affixed on AOF and SSC.
Joint Stock Companies
Certified copies of:
Resolution of Bodes for opening of account and certifying the person
Responsible to operate it
Memorandum and Article of Association
Certificate of Incorporation and Commencement of business
CNIC of all the directors
NTN/Sales Tax Registration Certificate
Rubber stamp of Company to be affixed on all documentation
Societies and Associations
Certified copies of:
Certificate of registration
By-Laws/Rules and Regulations

MBA 6TH

Resolution of governing body to open an account, certifying the person

Responsible to operate it.
NTN/Sales Tax Registration Certificate
Rubber stamp of Company to be affixed on all documentation
Agent Accounts

30
Certified copy of 'Power of Attorney'
Photocopy of CNIC
Trust Accounts
Photocopy of Certificate of Registration
Photocopy of CNIC of all trusties
Certified copy of instrument of trust
Executors and Administrators
Photocopy of CNIC of Executor/Administrator
Certified copy of Letter of Administration or Probate
Specimen Signature Card (SSC)
Whenever a customer visits us to make a transaction, we cannot all the time verify his
signature by AOF. For this purpose SSC is signed and then scanned into the system. So
whenever the signature requires verification, it can be done through systems next to
employees. SSC comprises of Branch code, A/C No., date, customer's name, special
Instructions and two signatures.
Cheque Book Requisition Form
At the opening of account, this form is filled, identifying the account number, number of
leaves and whether to hold cheque book for collection or to mail it.
Letter of thanks

MBA 6TH

A letter of thanks is dispatched to the mailing address of the new account holder and its
copy is attached to the AOF. Actually this letter of thanks is for the confirmation of this
fact that customer actually lives at the mentioned address.
Clearing of cheques:
Outward Clearing
My experience at Rahwali cantt branch started from the clearing department. Right in
the morning cheque collected from the drop box simply flood over my table. According
to all I learnt through listening, viewing and questioning is summarized below.

31
Documentation of Consumer Cheques:
All the cheques collected are first categorized into
1 Credit Card
2 Auto Loans
3 Personal Loans
4 Cash Line
Having categorized, firstly loan number of each cheque is verified. For the
Verification of the prescribed loan number, following ledgers are credited
Verified cheques are then validated before being documented into the drop box
Collection sheet for our daily drop box collections record. To anticipate the approval of
cheques, we need to validate some important specifications of all the cheque. They
are:
Date: Cheque should not be post dated or out of date.
Figures: Amount in words and figures should match.
Signature: Drawers signature must be clear.
Intercity: Cheques must not be of other cities. Intercity clearing cheques for consumer
departments are not entertained
Payees Name: Payees name should be written, and endorsement should be as per
the beneficiary of the cheque. There should be no over writing in everything penned.

MBA 6TH

All the filtered cheques are then entered into the collection sheet in which following
information is entered.
Cheque No.
Name of bank
Name of Customer
Loan No.
Amount
Document No.

32
Account Number
Bank
Branch
Transaction Type (Loan Repayment)
Auto Loan Number
Cheque Number
Amount
Remittances:
Demand Draft
DDs are always a secure way of paying remittances in other cities. Both account
holders and walk in customers can avail the facility of DDs. Charges tend to differ for
both customers but the advantage tend to be same. DDs are made in the favor of
beneficiary and remitter either pays in cash or through cheque.
When DDs are issued, head office account is debited and remitters account is credited,
on presentation, head office account is credited and beneficiary's account is debited.
Security Deposit Receipts (SDR)
Security deposit Receipts are your safe way of making payments. Not only its free of
cost for A/C holders, it also offers you the best liquidity solution as the cash continues to
MBA 6TH

be with you until and unless your deal gets final and you pay off. In case of cancellation,
it's also free of cost for A/C holders and their amount is returned to their normal account
balance.

33
Vision
To be a world class bank dedicated to excellence, and to surpass the highest
expectations of our customers and all other stakeholders
Mission

Set the highest industry standard for quality, across all areas of operation, on a
sustained basis

Optimize people, processes and technology to deliver the best possible financial
solution to our customers

Become the most sought after investment

Be recognized as the employer of choice

MBA 6TH

Sheikh Nahyan Mabarak Nahayan chairman

Sir Mohammad Anwar Pervez Deputy Chairman

34
MANAGEMENT OF UBL

Amar Zafar Khan

President
M.A Manna
Deputy CEO

Nauman Hussain
Director Operations & Utilities
Mansoor M. Khan
Head Corporate Banking Group
Shaharyar Ahmed
Head Investment Banking group

Risha Moheyuddin
Global Treasurer
Khalid Munawar-ud-din
Head Credit Policy Supervision
Muhammad Ejazuddin
Audit Chief
Mehboob A.Khan

Shahid Waqar Mehmood

Head Commercial bank

MBA 6TH

Aman Aziz Siddique

Rukhasana Asghar
Global Head Human Resources

Ali sameer
Chief SAM (domestic)

Ameer Karachiwala
Chief financial Office/HCA

Head International Operations (Dubai)

35
GRW BRANCH

Chief Manager

MBA 6TH

36
6. PEST ANALYSIS

MBA 6TH

In conducting PEST analysis, it is required to consider each PEST factor as they all play
a part in determining the overall business environment.
POLITICAL (INCLUDES LEGAL AND REGULATORY):
In Pakistan elections, employment law, consumer protection, environmental
regulations,

industry-specific

regulations,

competitive

regulations,

inter-country

relationships/attitudes, war, terrorism, political trends, governmental leadership, taxes,

and government structures can be affected on our business. When the government
changes, there may be change in the employment laws, if government order that there
should be increase in the salaries this will affect our business.
If the government and leadership change then it may impose high tax rate. The terrorist
activities on the boom in the Pakistan. Every day we hear news that a bomb is blast in
that area and many people killed in that blast. So people are threatening and feared.
This is also not a good sign for our business.

37
ECONOMIC:

MBA 6TH

In Pakistan economic growth trends, taxation, government spending levels, disposable

income, job growth/unemployment, exchange rates, tariffs, inflation, import/export
ratios, and operation levels of raw material, and price hiking may affect our business.
The economic condition of Pakistan is failing.
The major economic challenges facing Pakistan is raising poverty and unemployment,
high fiscal deficit and low investment. Poor domestic commodity operation combined
with excess demand and some high import prices have been inferred to cause annual
inflation to increase to 12 per cent during 2009-10 and further to 25 per cent in the first
quarter of the recent years. Increasing Poverty, unemployment and inflation have a bad
impact on our business.
SOCIAL:
Demographics (age, gender, race, family size, etc.), lifestyle changes, population shifts,
education, trends, fads, diversity, immigration/emigration, health, living standards,
housing trends, fashion, attitudes to work, leisure activities, occupations, and earning
capacity may have a big affect on our business. Pakistani people are crazy to adopt
European styles
TECHNOLOGICAL:
Globalization,

IT

revolution,

inventions,

new

discoveries,

research,

energy

uses/sources/fuels, communications, building advances, information technology,

internet, transportation and so on may affect on our business

38
. AREA OF INTERNSHIP

MBA 6TH

I am working in almost 4 departments and sections of the bank.

Following are the departments in which I worked.
Government Department
Bills Department
Credit Department
Deposits Department
10.1.1. WORK DONE BY ME
1st week
1st Day I learned that UBL RAHWALI CANTT Branch has 5 departments.
Government Departments
Deposit Department
Credit Department
Foreign Department
Clearing Department
Bills Departments
Government Department
And serve whole day in Govt. dept. and see what type of work is done in this dept.
This department has 2 sub sections.

39
1. All Govt. Collection
Agriculture tax

MBA 6TH

 Property tax
Token fee
Utility Bills
Income Tax
Sales Tax
2. All Govt. Payments
Pension payments
Provisional
Federal
2nd week
10.3.1 Bills Department
I worked in Bills Section. First day of 2 nd week, I filled all type of vouchers used in the
deposit department. The detail of vouchers is given below:

PAY-IN-SLIP FOR CHEQUES used to deposit cheque in personal account.

PAY-IN-SLIP FOR CASH used to deposit cash in personal account.
PLS SAVING ACCOUNT PAY-IN-SLIP used to deposit money in PLS saving

account.
DRAFT OR MAIL TRANSFER VOUCHER used for making demand draft or mail

transfer slip.
CREDIT VOUCHER used for issuance payment order. A specific amount is paid

to the person who makes an order for payment.

DEBIT VOUCHER used to draw money from account

40
3rd week
10.4.1 Credit Department
Credit department has two sub sections namely;
1. Retail section
2. Advance section

MBA 6TH

10.4.2 Retail Section

I attached with Mr. USMAN ASLAM. His designation is operations manager. He is the
OG II officer in the credit department. Whole day I spent with him and deal to customers
to calculate the mark up against their loans
10.4.3 Advance Section
In charge of Advance Section told me about BCIL (business credit information limited).
This institute is provide the worthiness about the customer and
about customer/creditors to the bank.
Advance Section products are as follows;
1.
2.
3.
4.

Cash Finance
Running Finance
Demand Finance
Agriculture Finance

5. Staff loan (entertained by H.R manager)

Bank required security for this kind of loans.
Security has 2 types;

41
1. Primary Security (STOCK)
2. Secondary Security (MORTGAGE, LAND& BUILDING)
Cash Finance
It requires any two types of security.

MBA 6TH

told all information

Hypothecation
In which customer can use his property but charge of property with bank.
Pledge
In which both use of property and charge are with the bank.
Running Finance
UBL offers TDR (term deposit receipt), Cash margin, DSC (defense saving certificate).
And bank interest charges annually.
Demand Finance
In demand finance UBL offer more than 3 years loan
Agriculture Finance
They are purposive, long term, seasonal.
4th week
Deposit Department
This department has 4 sub sections.

42
1. Check approval section by Mr. Amir Tofail sb (OG II)
2. Check posting section by Mr. Abrar Nawaz sb (OG I1)
3. Payment section by Mr. Saleem sb (OG I)
4. Receipt section by Mr. Saleem sb (OG I)

MBA 6TH

I filled the vouchers of cash deposit and check deposit. Approximately I filled 30
vouchers. I also did the total of last six months payment and receipt balance. I made the
summary of every month on separate page.
5th week
Clearing Section
The process of clearing is quite difficult.
There are two type of clearing cases such as:

Local Clearing

Intercity Clearing

In local clearing, cheque may be post in the account of the customer in the same day
But in case of intercity clearing, cheques are posted in the account of the customer
within two days.
The amount settled by the bank with a document called FANFOLD
The cheque collected by the bank should be send to NIFT 4pm.
NIFT present the cheques at morning 9 am. Cheque clearance report is presented at
11:50am and it is posted in the customer account.
6th week
E-Remittance E-remittances are the foreign country workers send money to their
home country.

43
Reasons for refusal of E-Remittances payments by the banker

MBA 6TH

If original customer to whom money is send is come for collection.

If original customer is come but no have original CNIC.

If CNIC has expired

If spelling of customer name is wrong.

If CNIC has expired and customer has no Driving license or

Passport.

If their payment is not send to the bank.

If their payment is send to another bank

44
SWOT ANALYSES:
SWOT is useful tool for providing a framework for analysis of an organization. SWOT
stands for Strengths, Weaknesses, Opportunities and Threats. It is a common approach
MBA 6TH

to make assessments in terms of internal and external environment of the organization,

and to formulate strategies analyzing its internal
Strengths and weaknesses, external opportunities and threats, coming up is the
SWOT analysis for the UBL.
STRENGTHS:
It is one of the largest private banks with a deposit base of Rs. 94883/- millions
showing constant growth over the period from 1999 till the day. It has a well-knitted
and adequately equipped branch networking system that efficiently covers both the
domestic and international markets.
It is involved in both corporate and retail banking.
The bank is actively emerging and is engaged in international trade and
Foreign exchange transactions. Foreign trade volume showed an increase of 17% over
the previous year.
Advances investment of the bank shows a constant growth pattern. The current years
growth rate is 32%.
The overall efficiency of the bank operations and management ability can be noticed
by looking at to its income pattern and provisions/write off practices.
1 Net revenue from funds increased by 18% for the current period.
2 Provisions decreased by 14%.
3 Total income increased by 16%.
UBL is actively participating in international markets and has recently introduced credit
cards in UAE, being backed up by 24 hours call center out of UAE.
The bank is owned by parties of financial repute and credit worthiness like, SBP with
48.69% interest, Best Way group and Abu Dubai group with 25.50% of interest each.
Others are GOP, NBP Trustee Department, State Life Insurance Corporation etc.

45
The bank is run by highly professional recruited from and trained by foreign banks like
City Bank.
WEAKNESSES:
MBA 6TH

 Due to risks such as political, economic and legal etc the bank has suffered losses the
main reason was that of piling up of large amount of unrecoverable loans and debts
which have adversely affected the image of the UBL.
Accumulated losses pushed the bank to cut down its promotional activities in order to
reduce expenses for last few years.
During the nationalization life span of the bank political lords used influence in bank
business and selection of employee at each level and thus adversely affected the
banks efficiency and effectiveness.
Administrative expenses are 51% of the mark up revenue.
Promotions are carried out on annual basis ignoring the importance of capabilities and
performance outputs.
The bank has large number of employees who are simple graduates with no banking
knowledge.
Ineffective system of recruiting and selection.
Lengthy credit processing and documentation procedures.
Unsatisfactory working conditions.
OPPERTUNITIES:
Growing policies of the GOP on business and economic sectors provide UBL an
opportunity to efficiently meet with the business people requirements of instant cash
facilities e.g. the government intentions of developing housing and agriculture sectors.
The efficiency of stock market and sound exchange reserve level is providing a good
opportunity for effective investment decisions.
Foreign remittances are another area as present worldwide control systems over
transfer of currencies through illegal channels has facilitated the area for the banks.
Reconstruction of Afghanistan is a golden opportunity where the bank can

46
Effectively participate.
Expansion of IT platform and internet based banking system.
Interest of businesses in leasing facilities provides a healthy opportunity for banks.
MBA 6TH

 There is a large pool of unemployed MBAs who can be hired to achieve

professionalism on its organizational culture.
Outsourcing of promotional companies or use of available excellent promotional
facilities.
Entering new market segments.
Increase the product range to meet the broader range of customers needs.
THREATS:
Increase in competition due to increasing number of foreign and domestic private
banks

offering

highly

specialized

and

attractive

services.

Growing global technological advancements and adaptation of modern style of

management in banking sectors. Extensive promotion campaigns run by competitors.
Unemployment, lower level of income and prices like problems in the motherland
coupled with low rate of industrialization, geo political adverse conditions, religious
factor, and lack of consistency in policies due to political instability are some of the other
Major threats. This SWOT analysis is a mirror image of the banks present conditions.
Some efforts are made and others are still required to be made in order to improve the
Situation. The management can develop elaborate strategic plans for capitalizing the
available opportunities. The bank should maintain principal of professional management
and adhere to sound and sophisticated banking rules and regulations so that confidence
and trust of the public in the institutions could be re earned.

47
RECOMMENDATIONS
Recommendations are considered to be the most important part of an internship report,
without which no report is considered complete and meaningful. This part of the report
MBA 6TH

is based on the previous sections i.e. review and analysis. Moreover, for bringing
suggestions, discussions have been conducted with the staff of UBL officers, who not
only provided the basis for recommendations but also pointed out some areas, where
the change for the development is utmost important. Realizing the importance of this
section, efforts have been made to give feasible recommendations, which are
categorized under the following headings

48
CONCLUSION
A Bank, like the society it serves should be dynamic as banking is about people
customers with their needs and opportunities and staff with skills, experience and

MBA 6TH

resources. UBL has shown dynamism since its inception. There have been many
changes in the structure, functions and the services provided. These changes reflect the
changing requirements of our developing economy as a whole and those of Industry,
Commerce and private Individuals.
UBL is full of experienced and professional traditional bank. As it perfectly suit the
environment, YOU attitude has helped UBL in capturing masses. In the private sector,
no doubt it is a fast growing bank, but here's something that's still unrealistic to the
policy makers.
The line of unsatisfied customers is increasing, not because we are not serving
well, it's because customers are not understanding the YOU attitude right. Every
customer wants to make sure his work is done at the first convenience, but they are not
concerned about the responsibility with which every employee is working. We need to
put in some guidelines for customers, as they walk in.
This will not only save their time but will also motivate staff members to work more
promptly, because if customer and employee engage into some unhealthy quarrel, the
whole environment will be disturbed.

49
BIBLIOGRAPHY

MBA 6TH

Web sites
www.ubl.com.pk
www.google.com
www.wikipedia.com
www.merapakistan.com
www.allfreeassays.com
www.marketingteacher.com

News papers
www.dawn.com
www.nation.com.pk

Books
David H. Buzzell, Principals of Banking
Meenai, S. A, (1999), Money Banking in Pakistan

MBA 6TH