Submitted to

Mam Shumaila

Submitted By

BBA-2014 (Morning)

Sherjil Tahir S-14 1060

Raheel Gohar S-14 1103

Shahzaib Ali S-14 1011

Hassan Ali S-14 1133

Mukarrum Ejaz S-14 1135

Lahore Leads

University

Dedication

We dedicate this work to Mam Shumaila. We are very

thankful to our respected Mam, who gave us such a

tremendous opportunity to enhance our knowledge,

confidence and exposure. We could never have done

without your support and constant encouragement. We

are very thankful to you for teaching us to believe in

ourselves.

Communication process

project on ABL

Acknowledgement

First of all a bundle of thanks for Mam Shumaila , who gave us

such a great opportunity from which we learned how to get

interaction with a company and what is the procedure that will be

followed in work field. It is all about the encouragement and she

encourages us very well.

We are very thankful to team of ABL (Napier Road Branch) who

helps us to complete our project. Without their co-operation, we

were unable to complete our work.

We are also very thankful to , on whose reference we were able to

get in ABL for getting information relating to our project

A special thanks to Mr.Sabir Habib (Managing Director of ABL)

who gave us a very warm welcome to our questions and provide us

very useful information pertaining to our project.

Executive Summary Allied bank limited was the the first bank to be established in Pakistan. The bank started out in Lahore by the name Australasia bank before independence in 1942 and it became allied bank of Pakistan in 1974.Their head office is in Lahore and we visited one of their branch located on Napier road, Lahore on April 23,2015 for our Communication process project and there we met vice president of that branch and get the required information.

Allied Bank Limited defines communication by focusing on three objectives A (Attention), B (Brief), C (Clarity). Business communication channel mainly based on E-mail & have in-house E-Mails system that is directly connected with Karachi & Lahore. This E-mail system is design by their I.T department. The decision making approach is both centralized & de-centralized. They communicate externally using medium such as conferencing, website, & market mobilization. ABL IT department is very strong. ABL build strong culture & discipline character. Have Friendly environment within organization & professional outlook that shows their good repute & image. ABL has strong interdepartmental communication. In Future Allied bank Limited enhance their communication patterns & implement IT technology to enhance effective communication.

Address Lahore Area

30-Napier Road

Lahore, 54000

Phone: +92-42-7355897

Email: info@abl.com.pk

Website: http://www.abl.com/

Project report design To collect data from ABL we used a questionnaire because we

felt that a questionnaire would provide us with the information

that we required to complete our project report. Also a

questionnaire is a practical and effective method of collecting

information. We visited ABL’s Napier Road Branch and

interviewed Managing Director of respective Branch.

Contents Allied bank formation ………………………………

Objective …………………………………………………

Departments ……………………………………………

Vision……………………………………………………….

Mission…………………………………………………….

Communication process……………………………

Internal

communication………………………………..

External

communication………………………………..

Feedback…………………………………………

Conclusion………………………………………………..

ALLIED BANK

FORMATION

Allied Bank Limited was the First Bank to be Established in

Pakistan.

The Bank Started Out In Lahore by the Name Australasia Bank

before Independence in 1942; and became Allied Bank of

Pakistan in 1974. In August 2004, because of Capital

Reconstruction, the Bank’s Ownership was transferred to a

Consortium comprising Ibrahim Group; therefore, it was

Renamed as Allied Bank Limited in 2005.

Today, with its existence of over 70 years, the Bank has built

Itself a foundation with a strong Equity, Assets and deposit base.

It offers universal banking services, while placing major

emphasis on retail banking. The Bank has a large network of

Over 830 online branches in Pakistan and offers various

technology-based products and services to its diverse customers.

OBJECTIVES

Allied Bank has following objectives:

• Prime focus to earn profit by providing values to its customers

• To provide superior services to its customers

• To provide assistance in the development of the commerce and

trade industry

• Focus on blending skills and experience towards creating an

enabling environment

• Core focus is to inculcate a culture of collaboration intended to

deliver world class customer service

VISION To become a Dynamic and Efficient Bank Providing

Integrated Solutions In order to be the first choice Bank

for the Customers.

Mission To provide value-added services to our customers.

To provide high-tech innovative solutions to meet

customers’ requirements.

To create sustainable value through growth, efficiency

and diversity for all stakeholders.

To provide a challenging work environment and reward

dedicated team members according to their abilities and

performance.

To play a proactive role in contributing towards the

society.

Departments For proper functioning of branches and the

overall bank has been divided in different

departments. These departments handle

different jobs so that division of work is

there for improvement of functions and also

it is easy to control the situation. The

general division is as follows:

Cash Department

Deposit Department

Clearing department

Advances Department

Remittance Department

Human Resource Department

Technology Department

Account Opening and Closing Department

Communication Process In this Field Study Report, we have discussed what is

communication, channels of communication, types of

communication in an organization, interdepartmental

communication in an organization, policies regarding

communication & decision making approach etc. For this

purpose we have visited and studied the functions relating

to our topic of “ALLIED BANK LIMITED”.

COMMUNICATION

Communication may be defined as the transfer of

information from sender to receiver, with the information

being understood by the receiver. The communication

function is the means to unify an organized activity,

through transfer of information from one individual to

another, or from one system to another.

According to Allied Bank Limited They define

communication by focusing on three objectives:

A = Attention

B = Brief

C = Clarity

Importance of communication

Communications is the means by which people are linked

together in an organization to achieve a common purpose.

Indeed group activity is impossible without

communication because coordination and change would

not be effected. Sociologists and psychologists have also

realized the importance of communication in

interpersonal relationships, and have focused their study

on communication networks.

Allied Bank give more importance to communication

because they emphasize On Attention, Brief & clarity of

communication & ABL retain customers through proper

communication.

Purpose of Communication

The purpose of communication in an enterprise is to

effect change. In an organization, there can be two types

of communication, i.e. internal and external. Internal

communication means communication within the

organization, whereas external communication is the

communication with the outside environment.

Internal communication Inside communication means giving and receiving

information by all hierarchical levels. It includes

vertical communication covering downward

communication, upward communication, horizontal

communication and diagonal communication. It

includes communication flowing at any intermediate

level as well as at operating level, or top

management level, because internal communication

is indeed required by all who work together in an

organization to accomplish common goal.

Internal Communication in ABL

Internal communication of Allied Bank Limited is mainly

downward, but upward and crosswise communication is

also encouraged.

Establish and disseminate goals of the organization.

To develop plans for achievement of these goals.

To organize human and other resources effectively and

efficiently.

To select, develop, and appraise members of the

organization.

To control all activities.

Means of Internal

Communication E-mails

Faxes

Letters

Reports

Memo

Telephones

Conferencing

Meetings

Following are the channels that ABL use to communication

within the organization. The most important channel they focus

to communicate is “E-MAILS”. All work is done through E-

Mails.ABL have in-house E-Mails system that is directly

connected with Karachi & Lahore. This E-mail system is design

by their I.T department who is responsible for controlling it &

gives access to each & every person within the organization.

They communicate on daily basis internally & externally both to

Communication more clearly & correctly.

And the other work is done by using different channels that are

letters, reports etc.

Different types of reports are prepared on suggestions or

recommendations on personnel, activity execution time and

plans for overcoming the difficulties.

External communication External communication is equally important as internal

communication to provide a link between the employees and

the shareholders and other third parties. As a matter of fact,

external communication is considered as lifeblood of the

modern business. External communication can be arranged

by oral or verbal communication as well as through written

media. Telex, television, telephone, tele‐printer,

transmitters, STD, ISD, and other modern sophisticated

communication technologies can be used for external

communication. Written media like letters, circulars, notices,

legal notices, newspapers, magazines, manuals, periodical

reports, pamphlets etc., are also used towards external

communication.

External Communication in ABL

External communication helps the managers of IFL

to become aware of:

The needs of customers.

The availability of suppliers.

The claims of stockholders.

The regulations of government

The concerns of the communities

Means of External

Communication Toll free Number UAN Video Conferencing

Audio Conferencing

Web-site(static) Newspaper

Marketing mobilization

Letters

These are the channels that ABL uses to communicate with

external environment that includes customer, suppliers,

stockholders & government etc

ABL Communicate with their customers in a better way &

correctly to retain their customers. Their objective is

communicates clearly with customers. For this they provide

facilities to their customer such as a TOLL free Number

through this customer gets information regarding their Accounts

& services or anything they want to know.

By communicating in that way ABL gain the loyalty of

customers. Even no little confusion occur in communication

because while communicating with customer or making any

contract they confirm it many times. So less chances of miss-

understanding occurs.

Letters are written to the customers as well as to other external

agencies like suppliers, taxation authorities, governmental

regulatory bodies etc.

Feed Back

Strengths

Business communication channel mainly based on E-

MAILS

Friendly environment

Strong communication channels

Strong IT system for communication

less chances of error in communication

Weaknesses Lack or customer awareness through advertising

Technical personnel have less command on effective

business writing

Conclusion

Developing a communication strategy and its

implementation in an efficient and effective

manner is quite beneficial for an organization.

Need to be transparent about your goals and

values.

Consistency has to be maintained.

Need to adopt comprehensive & persuasive

methods for that.

All this needs a long term focus.