mfs assignment who is who

8/7/2019 MFS Assignment Who Is Who

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Mr. Mahajan is a consumer friendly manager of Bharat

Bank operating in rural area of Kamli village

He has personal rapport and understanding with most

customers

He goes out of the box to help customers

Mr. Tiwari is self-centric manager of Hindustan Bank in rural

area of Motigundi villageHe is not customer friendly

He is disrespectful towards his seniors

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` Branch Manager for A Mr. Tiwari

` Branch Manager for B Mr. Mahajan

Reasons

1. YOY growth in the deposits and advances for Bank B - because of the cordialrelationship of the manager and the satisfaction of the villagers w.r.t. the

services they are gettinga) Deposit and advances growth has been significant even in 2008 when all other banks werenot doing good

2. Slump in deposits of Bank A - because of the inefficient working of Bank Aand the rude behavior of the manager with the villagers.

3. Bank B - Increased employee productivity in terms of the deposits/employee,advances/employee and business/employee because of the involvement ofthe employees in most of the activities/decisions the manager takes creating

sense of belongingness for the employees4. Employee productivity has been decreasing for Bank A as the staff is

concerned about their official duty Bank opens late and closes earlyimmediately after customer transaction hours

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5. Number of employees remains the same, 3, whereas Bank A had torecruit one more person to deal with the fluctuations in the business

6. IRDP recovery rate for B has been consistently improving and haveattained a 100% recovery this has been possible because of thegood relation the manager of the bank shares with the villagers andlends a helping hand to the villagers in their difficult times Highest

recovery rate among all the 8 banks in Mhow block7. IRDP recovery rate for Bank A has been the least as the Manager

does not have good relation with the villagers and hardly gets intouch with them to understand their requirements. This makes itdifficult and challenging for the bank to recover the IRDP loans.

8. Bank A manager also mentioned openly to Chairman at BLBCmeeting that he will not give any new IRDP loans discouraging the

potential customers to reach out to the bank

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` This case is the best example of Consultative Marketing atbank branch level. It explains how a simplehuman/empathetic touch towards consumers financialproblem can result in totally different outcome for a bankthan otherwise

` Customer comes to bank with financial problems. Banksmust show whole-hearted commitment to achieve customersatisfaction by solving their problems

`

All employee of bank including branch manager mustactively participate to create awareness about bankproducts and thus work towards the welfare of customers

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` Personal interaction with consumers & customers` Be empathetic in dealing with consumers Money is a sensitive

matter` Ad campaigns must be rural centric` Move around the rural alleys and understand the lifestyle of

customers` Awareness campaigns to inform customers about various

products that the bank offers for customers benefit` The physical setup of the bank must be rural centric than urban

centric This will make consumers feel comfortable during theirstay at bank

` Talk to consumers in their language An English speaking staffat a Marathi/Hindi/Kannada understanding customer will be amajor blunder

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` Present and past demographic details and trends

of the population Males, Females, Literacy

levels, Employment details, etc.

` Performance of competitors banks, moneylenders, Self Help Groups

` Potential businesses in the local region

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Thank You!

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mfs assignment who is who

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