Transcript
SUMMER TRAINING PROJECT REPORT On “DIGITALIZATION IMPROVED THE BANKING SERVICES WITH SPECIAL REFERENCE TO HDFC BANK” Towards ar!"a# $%#$"##&'n! o$ In!'(ra!'d Mas!'r o$ B%s"n'ss Ad&"n"s!ra!"on )IMBA* S+,oo# o$ Mana('&'n!- Ba.% Banaras" Das /n"0'rs"!1- L%+2now
Submitted by Tasneem Subhan VIIth Semester Roll No!!"#$%&#'( Under Su)er*ision o+ Vishnu Prata) Sin,h Chauhan Assistant Vi-e President
Session .#!$.#!%
S-hool o+ Mana,ement
/abu /anarasi 0as Uni*ersity S'+!or I- Dr3 A2,"#'s, Das Na(ar- Fa"4a.ad Road- L%+2now )/3P3* Ind"a
CERTI1ICATE 1ROM T2E ORGANI3ATION
/ONA1I0E CERTI1ICATE O1 0EANSC2OO4 O1 MANAGEMENT
AC5NO64E0GEMENT
No ro5'+! r'or! '0'r r'$#'+!s !,' '$$or!s o$ a s"n(#' "nd"0"d%a#3 T,' r'or! ow's "!s '6"s!'n+' !o !,' +ons!an! s%or! and (%"dan+' o$ a n%&.'r o$ 'o#'3 I a& (ra!'$%# !o a## o$ !,'&3
I ow' a n'0'r7'nd"n( d'.! o$ ( ra!"!%d' !o Dr3 N"d," A(arwa# and Mr3 V"s,n% Pra!a S"n(, C,a%,an $or !,'"r '6'r! (%"dan+' and s%or!3
I wo%#d #"2' !o !,an2 a## !,' r'sond'n!s $or ("0"n( !,'"r 0a#%a.#' !"&' and ro0"d"n( %s'$%# "n$or&a!"on3 I a& a#so (ra!'$%# !o a## !,os' w,o ,a0' '"!,'r d"r'+!#1 or "nd"r'+!#1 +on!r".%!'d !owards !,' +o&#'!"on o$ !,' ro5'+!- $or !,'"r s%or! and 'n+o%ra('&'n!3
Tasn''& S%.,an
0EC4ARATION
I do ,'r'.1 d'+#ar' !,a! !,' S%&&'r In!'rns," Pro5'+! R'or! !"!#'d
70i,ital Produ-ts
and Initiati*es in 201C /an8 4imited9s%.&"!!'d .1 &' !owards !,' ar!"a# $%#$"#&'n!
o$ !,' r'8%"r'&'n! o$ In!'(ra!'d Mas!'r o$ B%s"n'ss Ad&"n"s!ra!"on- '6+#%s"0'#1 r'ar'd and +on+'!%a#"4'd .1 &' and "s no! s%.&"!!'d !o an1 o!,'r Ins!"!%!"on or /n"0'rs"!1 or %.#"s,'d an1w,'r' .'$or' $or !,' r'ward o$ an1 D'(r''9D"#o&a9C'r!"$"+a!'3 I! "s !,' Or"("na# wor2 o$ &"n' and ,as no ! .''n o.!a"n'd $ro& an1 o!,'r ar!3
Tasn''& S%.,an IMBA ):
!,
SEM*
PRE1ACE
As a ar! o$ o%r +o%rs' +%rr"+%#%& I ,ad !o (o !,ro%(, a S%&&'r In!'rns," Pro5'+! R'or! on an1 !o"+ !o ('! !,' r"(,! '6os%r' !o !,' ra+!"+a# as'+!s o$ .%s"n'ss &ana('&'n!3 I wan! !o '6r'ss &1 (ra!"!%d' $or !,' '6'r"'n+' and ra+!"+a# 2now#'d(' !,a! I 'arn'd d%r"n( !,' S%&&'r In!'rns,"3 In !,"s ro5'+! r'or! I ,ad r's'n!'d &1 (r'a! '6'r"'n+' "n !,' $or& o$ words3 In &a2"n( !,' ro5'+! r'or! !,'or'!"+a# 2now#'d(' was n''d'd &or' !,an !,' ra+!"+a# w,"+, was ( "0'n !o %s .1 &1 ro$'ssors "n &1 "ns!"!%!'3 T,' ro5'+! $#ows #o("+a##1 +ons"s!"n( o$ a 8%'s!"onna"r'3 I ,o' !,a! !,' $"nd"n(s and !,' s%(('s!"ons w"## ,'# !,' +o&an1- +on$"d'n!#1 !o $or&%#a!' "!s s!ra!'(1 "n +o&ar"son !o "!s +o&'!"!ors3 I ,a0' 'n5o1'd &1 r'or! r'ara!"on and ,a0' #'arn! #o!s o$ n'w !,"n(s3 I ,a0' !r"'d &1 #'0'# .'s! !o &a2' !,"s r'or! a r'ad'r $r"'nd#1 ; a#so d"d &1 #'0'# .'s! !o $%#$"# !,' o.5'+!"0' o$ !,' s!%d13
TA/4E O1 CONTENT Cha)ters Part I
<3
Content Introdu-tion o+ /an8in,
a3 M'an"n( and D'$"n"!"on .3 Ind"an Ban2"n( Ind%s!r1 +3 Ind"an Ban2"n( S1s!'& d3 Ma5or P#a1'rs "n Ind"a =3
Introdu-tion to 0i,itali;ation
a3 M'an"n( and D'$"n"!"on .3 D"("!a# Ban2"n( >3
Com)any Pro+ile
a3 H"s!or1 o$ HDFC Ban2 .3 M"ss"on- V"s"on and O.5'+!"0's +3 Mana('&'n! a! HDFC Ban2 d3 B%s"n'ss Pro$"#' '3 Ra!"n(s9Awards $3 Prod%+!s o$ HDFC Ban2 (3 D"("!a# S'r0"+'s o$ HDFC Ban2 ,3 D"("!a# In"!"a!"0's "3 D'ar!&'n!s a! HDFC Ban2 (3 Swo! Ana#1s"s o$ HDFC Ban2 Part II
?3 @3 3
Ob
3
0ata Analysis > Inter)retations 1indin,s Con-lusion Su,,estions 4imitations /iblio,ra)hy A))endi?
Pa,e No:
INTRO0UCTION O1 /AN5ING MEANING AN0 0E1INITION@
Ban2 "s an "ns!"!%!"on !,a! d'a#s "n &on'1 and "!s s%.s! "!%!'s and ro0"d's +r%+"a# $"nan+"a# s'r0"+'s3 T,' r"n+"a# !1' o$ .a2"n( "n !,' &od'rn "nd%s!r"a# wor#d "s +o&&'r+"a# .an2"n( ; +'n!ra# .an2"n(3 Ban2"n( M'ans A++'!"n( D'os"!s $or !,' %ros' o$ #'nd"n( or In0's!&'n! o$ d'os"!s o$ &on'1 $ro& !,' %.#"+- r'a1a.#' on d'&and or o!,'rw"s' and w"!,draw .1 +,'8%'dra$! or o!,'rw"s'3 /an8in, Com)anies Re,ulationB A-t!'D'
The concise oxford dictionary has defined a bank as "Establishment for custody of money which it pays out on customers order." In fact this is the function which the bank performed when banking srcinated.
Ban2"n( "n !,' &os! ('n'ra# s'ns'- "s &'an! !,' .%s"n'ss o$ r'+'"0"n(- +ons'r0"n( ; %!"#"4"n( !,' $%nds o$ +o&&%n"!1 or o$ an1 s'+"a# s'+!"on o$ "!3 /y 2:6ills > J: /o,an
A .an2'r o$ .an2 "s a 'rson- a $"r&- or a +o&an1 ,a0"n( a #a+' o$ .%s"n'ss w,'r' +r'd"!s ar' o'n'd .1 d'os"!s or +o##'+!"on o$ &on'1 or +%rr'n+1 or w,'r' &on'1 "s ad0an+'d and wan'd3 /y 1indlay Sheras
Thus A /an8@
A++'! d'os"!s o$ &on'1 $ro& %.#"+3
Pa1s "n!'r's! on &on'1 d'os"!'d w"!, "!3
L'nds or "n0's!s &on' 13
R'a1s !,' a&o%n! on d'&and1
A##ow !,' &on'1 d'os"!'d !o .' w"!,drawn .1 +,'8%' or dra$!3
ORIGIN O1 6OR0 /AN5@
T,' or"("n o$ !,' word .an2 "s s,ro%d'd "n &1s!'r13 A++ord"n( !o on' 0"'w o"n! !,' I!a#"an .%s"n'ss ,o%s' +arr1"n( on +r%d' $ro& o$ .an2"n( w'r' +a##'d .an+," .an+,'r" A++ord"n( !o ano!,'r 0"'wo"n! .an2"n( "s d'r"0'd $ro& G'r&an word Bran+2 w,"+, &'an ,'a or &o%nd3 In En(#and- !,' "ss%' o$ a'r &on'1 .1 !,' (o0'rn&'n! was r'$'rr'd !o as a ra"s"n( a .an23
ORIGIN O1 /AN5ING@
I!s or"("n "n !,' s"&#'s! $or& +an .' !ra+'d !o !,' or"("n o$ a%!,'n!"+ ,"s!or13 A$!'r r'+o(n"4"n( !,' .'n'$"! o$ &on'1 as a &'d"%& o$ '6+,an('- !,' "&or!an+' o$ .an2"n( was d'0'#o'd as "! ro0"d's !,' sa$'r #a+' !o s!or' !,' &on'13 T,"s sa$' #a+' %#!"&a!'#1 '0o#0'd "n !o $"nan+"a# "ns!"!%!"ons !,a! a++'!s d'os"!s and &a2' #oans "3'3- &od'rn +o&&'r+"a# .an2s3
2
IN0IAN /AN5ING IN0USTR
/AN5ING IN0USTR AT G4ANCE
Ban2"n( "s n'ar#1 as o#d as +"0"#"4a!"on3 T,' ,"s!or1 o$ .an2"n( +o%#d .' sa"d !o ,a0' s!ar!'d w"!, !,' a'aran+' o$ &on'13 T,' $"rs! r'+ord o$ &"n!'d &'!a# +o"ns was "n M'soo!a&"a "n a.o%! =@B3C3 !,' $"rs! E%ro'an .an2no!'s- w,"+, was ,andwr"!!'n a'ar'd "n<<- "n Sw'd'n3 C,'8%' and r"n!'d a'r &on'1 a'ar'd "n !,' <:s and <s- w"!, &an1 .an2s +r'a!'d !o d'a# w"!, "n+r'as"n( !rad'3 T,' ,"s!or1 o$ .an2"n( "n 'a+, +o%n!r1 r%ns "n #"n's w"!, !,' d'0'#o&'n! o$ !rad' and "nd%s!r1- and w"!, !,' #'0'# o$ o#"!"+a# +on$"d'n+' and s!a."#"!13 T,' an+"'n! Ro&ans d'0'#o'd an ad0an+'d .an2"n( s1s!'& !o s'r0' !,'"r 0as! !rad' n'!wor2- w,"+, '6!'nd'd !,ro%(,o%! E%ro'- As"a and A$r"+a3 Mod'rn .an2"n( .'(an "n V'n"+'3 T,' word .an2 +o&'s $ro& !,' I!a#"an word “ ban -o9 &'an"n( .'n+,- .'+a%s' &on'1#'nd'rs wor2'd on .'n+,'s "n &ar2'! #a+'s3 T,' .an2 o$ V'n"+' was 's!a.#"s,'d "n <<:< !o ,'# !,' (o0'rn&'n! ra"s' $"nan+' $or a war3 A! !,' sa&' !"&'- "n En(#and &'r+,an! s!ar!'d !o as2 (o#ds&"!,s !o ,o#d (o#d and s"#0'r "n !,'"r sa$'s "n r'!%rn $or a $''3 R'+'"!s ("0'n !o !,' M'r+,an! w'r' so&'!"&'s %s'd !o 3
.%1 or s'##- w"!, !,' &'!a# "!s'#$ s!a1"n( %nd'r #o+2 an d 2' 13 T,' (o#ds&"!, r'a#"4'd !,a! !,'1 +o%#d #'nd o%! so&' o$ !,' (o#d and s"#0'r !,a! !,'1 ,ad and +,ar(' "n!'r's!- as no! a## o$ !,' &'r+,an!s wo%#d as2 $or !,' (o#d and s"#0'r .a+2 a! !,' sa&' !"&'3 E0'n!%a##1"ns!'ad o$ +,ar("n( !,' &'r+,an!s- !,' (o#ds&"!,s a"d !,'& !o d'os"! !,'"r (o#d and s"#0'r3 T,' .an2 o$ En(#and was $or&'d "n <? !o .orrow &on'1 $ro& !,' %.#"+ $or !,' (o0'rn&'n! !o $"nan+' !,' war o$ A%(s.%r( a(a"ns! Fran+'3 B1 <:- (o#ds&"!, w'r' %s"n( .an2 o$ En(#and no!'s o$ !,'"r own r'+'"!s3 N'w !'+,no#o(1 !rans$or&'d !,' .an2"n( "nd%s!r1 "n !,' <s ro%nd !,' wor#d- .an2s &'r('d "n!o #ar('r and $'w'r (ro%s and '6and'd "n!o o!,'r +o%n!r13 2ISTOR O1 IN0IAN /AN5ING IN0USTR
Ban2"n( "n Ind"a ,as a #on( and '#a.ora!' ,"s!or1 o$ &or' !,an = 1'ars3 T,' .'("nn"n( o$ !,"s "nd%s!r1 +an .' !ra+'d .a+2 !o
<:- w,'n !,' +o%n!r1s $"rs! .an2- Ban2 o$
B'n(a#- was 's!a.#"s,'d3 B%! !,' "nd%s!r1 +,an('d ra"d#1 and dras!"+a##1- a$!'r !,' na!"ona#"4a!"on o$ .an2s "n <3 Ind"an Ban2"n( s'+!or "s do&"na!'d .1 P%.#"+ s'+!or .an2s )PSBs* w,"+, a++o%n!'d $or :=3 o$ !o!a# ad0an+'s $or a## SCBs as on > !o F3 Ban2"n( s'+!or r'+ord'd 4
+r'd"! (row !, o$ >>3> "n F@ w,"+, was ,"(,'s! "n #as! = and ,a#$ d'+ad's and +r'd"! (row!, "n '6+'ss o$ > $or !,r'' +ons'+%!"0' 1'ars $ro& F? !o F:- w,"+, "s .'s! "n !,' .an2"n( "nd%s!r1 so $ar3 In+r'as' "n '+ono&"+ a+!"0"!1 and ro.%s! r"&ar1 and s'+ondar1 &ar2'!s d%r"n( !,"s 'r"od ,a0' ,'#'d !,' .an2s !o (arn'r #ar('r "n+r'as' "n !,'"r $'' .as'd "n+o&'s3
A s"(n"$"+an! "&ro0'&'n! "n r'+o0'r"n( !,' NPAs- #ow's! '0'r "n+r'as' "n n'w NPAs +o&."n'd w"!, a s,ar "n+r'as' "n (ross ad0an+'s $or SCBs !rans#a!'d "n!o !,' .'s! ass'! 8%a#"!1 ra!"o $or .an2"n( s'+!or "n #as! !wo d'+ad's3 Gross NPAs !o (ross ad0an+'s ra!"o $or SCBs d'+r'as'd $ro& !,' ,"(, o$ "n F3 W"!, "n !,' (ro% o$ .an2s- $or'"(n and r"0a!' s'+!or .an2s (r'w a! ,"(,'r ra!' !,an !,' "nd%s!r1 $ro& F> !o F r"&ar"#1 .'+a%s' o$ #ow'r .as' '$$'+! and ra"d '6ans"on %nd'r!a2'n .1 !,'s' .an2s3 In F- o0'ra## (row!, "n +r'd"! and d'os"!s was #'d .1 PSBs3 How'0'r- (row!, o$ r"0a!' and $or'"(n .an2s was s"(n"$"+an!#1 #ow'r "n F d%' !o !,'"r ,"(, '6os%r' !o s!r'ss'd s'+!ors and ro.#'&s a! ar'n! #'0'# $or $or'"(n .an2s3 /ns'+%r'd .an2 +r'd"! ,as r"s'n o0'r !,' 1'ars and s!ood a! =>3> o$ .an2 +r'd"! "n F as +o&ar'd !o 5%s! <3 "n F=3 L'nd"n( !o s'ns"!"0' s'+!or ,as a#so (rown a! CAGR o$ ?3< $ro& F@ !o F3 In !,' .a+2dro o$ !,' '+ono&"+ down!%rn- w' $''# !,a! !,' '6+'##'n! 'r$or&an+' s''n "n #as! $"0' 1'ars 'nd'd F w"## .' d"$$"+%#! !o r''a! "n +o&"n( 1'ars3 W' '6'+! !,a! w"!, !,' down!%rn "n !,' '+ono&1- +r'd"! and d'os"! (row!, w"## &od'ra!' "n +o&"n( 1'ars3 Cr'd"! (row!, w"## .' #'d .1 s'nd"n( on !,' "n$ras!r%+!%r' w,"#' r'!a"# +r'd"! w"## s,ow a &od'ra!' ( row!,3 Mar("n r'ss%r's d%' !o #a( '$$'+! o$ ra!' +%!s .'!w''n "n!'r's! ra!' on d'os"!s and ad0an+'s- #ow'r !r'as%r1 (a"ns and +or' $'' "n+o&' and "n+r'as"n( "n ro0"s"ons $or NPAs "s #"2'#1 !o %! r'ss%r' "n !,' .o!!o& #"n' o$ !,' .an2s3 Go"n( $orward- PSBs w,"+, ar' +#os' !o !,' r'8%"r'd #ow'r #'0'# o$ (o0'rn&'n! s!a2' and ,a0' +on+'n!ra!'d r's'n+' "n ar!"+%#ar r'("on ar' #"2'#1 !o +ons"d'r "!s &'r('r w"!, o!,'r PSB as an "&or!an! o!"on "$ !,'1 wan! !o s%s!a"n !,' (row!, s''n "n as!3 5
F/NCTIONS OF BANKS
Primary 1un-tions A++'!an+' o$ D'os"!s Ma2"n( #oans ; ad0an+'s Loans O0'rdra$! Cas, Cr'd"! D"s+o%n!"n( o$ ."##s o$ '6+,an('
Se-ondary 1un-tions
A('n+1 $%n+!"ons Co##'+!"on o$ +,'8%'s ; B"##s '!+3 Co##'+!"on o$ "n!'r's! and d"0"d'nds3 Ma2"n( a1&'n! on .',a#$ o$ +%s!o&'rs P%r+,as' ; sa#' o$ s'+%r"!"'s Fa+"#"!1 o$ !rans$'r o$ $%nds To a+! as !r%s!'' ; '6'+%!or3
Utility 1un-tions Sa$' +%s!od1 o$ +%s!o&'rs 0a#%a.#' ar!"+#'s ; s'+%r"!"'s3 /nd'rwr"!"n( $a+"#"!1 Iss%"n( o$ !ra0'##'rs +,'8%' #'!!'r o$ +r'd"!3 Fa+"#"!1 o$ $or'"(n '6+,an('s Pro0"d"n( !rad' "n$or&a!"on Pro0"d' "n$or&a!"on r'(ard"n( +r'd"! wor!,"n'ss o$ !,'"r +%s!o&'r3
6
STRUCTURE
T,' Ind"an .an2"n( s1s!'& +an .' +#ass"$"'d "n!o na!"ona#"4'd .an2s- r"0a!' .an2s and s'+"a#"4'd .an2"n( "ns!"!%!"ons3 The industry is hi,hly +ra,mented =ith "# ban8in, units -ontributin, to almost &#F o+ de)osits and $#F o+ ad*an-es:
T,' R's'r0'
Ban2 o$ Ind"a "s !,' $or'&os! &on"!or"n( ( .od1 "n !,' Ind"an F"nan+"a# s'+!or3 I! "s a +'n!ra#"4'd .od1 !,a! &on"!ors d"s+r'an+"'s and s,or!+o&"n(s "n !,' s1s!'&3 Ban2"n( s'(&'n! "n Ind"a $%n+!"ons %nd'r !,' %&.r'##a o$ R's'r0' Ban2 o$ Ind"a )RBI* J !,' r'(%#a!or1- +'n!ra# .an23 T,"s s'(&'n! .road#1 +ons"s!s o$ <3 Co&&'r+"a# Ban2s =3 Co7o'ra!"0' B an2s T,' +o&&'r+"a# .an2"n( s!r%+!%r' "n Ind"a +ons"s!s o$ <3 S+,'d%#' Co& &'r+"a# Ban2s =3 /ns+,'d%#'d Ban2s S+,'d%#' Co&&'r+"a# Ban2s +ons!"!%!' o$ !,os' .an2s- w,"+, ,a0' "n+#%d'd s'+ond s+,'d%#' o$ R's'r0' Ban2 o$ Ind"a )RBI* a+! <>?3 RBI "n !%rn "n+#%d's on#1 !,os' .an2s "n !,"s s+,'d%#' !,a! sa!"s$1 !,' +r"!'r"a #a"d down 0"d' s'+!"on ?= ) o$ !,' a+!* !,"s s%. s'+!or +an .road#1 +#ass"$"'d "n!o <3 P%.#"+ S'+!or =3 Pr"0a!' S'+!or >3 For'"(n S'+!or P%.#"+ s'+!or .an2s ,a0' '"!,'r (o0'rn&'n! o$ Ind"a R's'r0' Ban2 o$ Ind"a )RBI* as !,' &a5or"!1 s,ar',o#d'r3 T,"s s'(&'n! +o&r"s's o$
<3 S!a!' Ban 2 o$ Ind "a )SB I* and "!s s %.s"d"ar"'s =3 O!,'r Na!"ona#"4'd B an2s Industry estimates indi-ate that out o+ .%D -ommer-ial ban8s o)eratin, in the -ountry .." ban8s are in the )ubli- se-tor and &! are in the )ri*ate se-tor: T,'s'
r"0a!' s'+!or .an2s "n+#%d' =? $or'"(n .an2 s !,a! ,a0' .'(%n !,'"r o'ra!"ons ,'r'3 T,'
7
s'+"a#"4'd .an2"n( "ns!"!%!"ons !,a! "n+#%d' +oo'ra!"0's- r%ra# .an2s- '!+3 $or& a ar! o$ !,' na!"ona#"4'd .an2s +a!'(or13
IN0IAN /AN5ING SSTEM
R's'r0' Ban2 o$ Ind"a
S+,'d%#' Ban2s
S!a!' +o7o Ban2s
Non7S+,'d%#' Ban2s
Co&&'r+"a# Ban2s
Ind"an
P%.#"+ S'+!or Ban2s
C'n!ra# +o7o Ban2s and Pr"&ar1 Cr3 So+"'!"'s
Co&&'r+"a# Ban2s
For'"(n
Pr"0a!' S'+!or Ban2s
HDFCICICI- '!+
8
S!a!' Ban2 o$ Ind"a and "!s S%.s"d"ar"'s
O!,'r Na!"ona#"4'd Ban2s
R'("ona# R%ra# Ban2s
C4ASSI1ICATION ON T2E /ASIS O1 O6NERS2IP On !,' .as"s o$ own'rs," .an2s ar' o$ !,' $o##ow"n( !1's PU/4IC SECTOR /AN5S
P%.#"+ s'+!or .an2s ar' !,os' .an2s w,"+, ar' own'd .1 !,' Go0'rn&'n!3 T,' Go0!3 r%ns !,'s' Ban2s3 In Ind"a ?3 SC2E0U4E0 /AN5
T,'s' .an2s ,a0' a"d % +a"!a# o$ a! #'as! Rs3 @ #a+2s3 T,'s' ar' #"2' a 5o"n! s!o+2 +o&an13 I! "s a +o7o'ra!"0' or(an"4a!"on3 T,'s' .an2s $"nd !,'"r &'n!"on "n !,' s'+ond s+,'d%#' o$ !,' r's'r0' .an23 NON SC2E0U4E0 /AN5
T,'s' .an2s ar' no! &'n!"on'd "n !,' s'+ond s+,'d%#' o$ r's'r0' .an2 a"d % +a"!a# o$ !,'s' .an2s "s #'ss !,'n Rs3@ #a+2s3 T,' no3 s%+, .an2 "s (rad%a##1 !o##"n( "n Ind"a3
C4ASSI1ICATION ACCOR0ING TO 1UNCTION
On !,' .as"s o$ $%n+!"ons .an2s ar' + #ass"$"'d as %nd'r
COMMERCIA4 /AN5
T,' +o&&'r+"a# .an2s ('n'ra##1 '6!'nd s,or!7!'r& #oans !o .%s"n'ss&'n ; !rad'rs3 S"n+' !,'"r d'os"!s ar' $or a s,or!7'r"od on#13 T,'1 +anno! #'nd &on'1 $or a #on( 'r"od3 T,'s' .a n2s r'$or& 0ar"o%s !1's or a('n+1 5o. $or !,'"r +%s!o&'rs3 T,'s' .an2s 10
ar' no! "n a os"!"on !o (ran! #on(7!'r& #oans !o "nd%s!r"'s .'+a%s' !,'"r d'os"!s ar' on#1 $or a s,or! 'r"od3 T,' &a5or"!1 o$ 5o"n! s!o+2 .an2s "n Ind"a ar' +o&&'r+"a# .an2s w,"+, $"nan+' !rad' ; +o&&'r+' on#13 SAVING /AN5S
T,' r"n+"#' $%n+!"on o$ !,'s' .an2s "s !o +o##'+! s&a## sa0"n( a+ross !,' +o%n!r1 and %! !,'& "n!o rod%+!"0' %s'3 T,'s' .an2s ,a0' s,own &ar2'd d'0'#o&'n! "n G'r&an1 ; aan3 T,'s' .an2s ar' 's!a.#"s,'d "n HAMB/RG C"!1 o$ G'r&an1 "n <:@3 In Ind"a a d'ar!&'n! o$ os! o$$"+'s $%n+!"ons as a sa0"n( .an2s3 1OREIGN EC2ANGE /AN5S
T,'s' ar' s'+"a# !1's o$ .an2s w,"+, s'+"a#"4' "n $"nan+"n( $or'"(n !rad'3 T,'"r &a"n $%n+!"on "s !o &a2' "n!'rna!"ona# a1&'n!s !,ro%(, %r+,as' ; sa#' o$ '6+,an(' ."##s3 As "! w'## 2nown- !,' '6or!'rs o$ a +o%n!r1 r'$'r !o r'+'"0' !,' a1&'n!s $or '6or!s "n !,'"r own +%rr'n+13 T,%s !,'s' .an2s +on0'r! ,o&' +%rr'n+1 "n!o $or'"(n +%rr'n+1 and 0"+' 0'rsa3 I! "s on !,"s a++o%n! !,a! !,'s' .an2s ,a0' !o 2'' w"!, !,'&s'#0's s!o+2 o$ !,' +%rr'n+1 o$ 0ar"o%s +o%n!r"'s3 A#on( w"!, !,a!- !,'1 ,a0' !o o'n .ran+,'s "n $or'"(n +o%n!r"'s !o +arr1 on !,'"r .%s"n'ss IN0USTIRA4 /AN5S
T,' "nd%s!r"a# .an2s '6!'nds #on( !'r& #oans !o "nd%s!r"'s3 In $a+!- !,'1 a#so ,'# "nd%s!r"a#s $"r&s !o s'## !,'"r d'.'n!%r's and s,ar's3 So&' !"&'s- !,' 1 '0'n %nd'rwr"!' !,' d'.'n!%r's ; s,ar's o$ ."( "nd%s!r"a# +on+'rns3 T,'s' .an2s $o%nd !,'"r or"("n "n Ind"a3 T,'s' .an2s &ad' a s"(n"$"+an! +on!r".%!"on !o !,' d'0'#o&'n! o$ a(r"+%#!%ra# and "nd%s!r"'s .'$or' "nd''nd'n+'3 Ma,a5ans- r%ra# &on'1#'nd'rs and 5w''#'rs ,a0' .''n !,' $or'r%nn'r o$ !,'s' .an2s "n Ind"a3 IN0IGENIOUS /AN5S
T,'s' .an2s $o%nd !,'"r or"("n "n Ind"a3 T,'s' .an2s &ad' a s"(n"$"+an! +on!r".%!"on !o !,' d'0'#o&'n! o$ a(r"+%#!%ra# and "nd%s!r"'s .'$or' "nd''nd'n+'3 Ma,a5ans- r%ra# &on'1#'nd'rs and 5w''#'rs ,a0' .''n !,' $or'r%nn'r o$ !,'s' .an2s "n Ind"a3 11
CENTRA4 /AN5
T,' +'n!ra# .an2 o++%"'s a "0o!a# os"!"on "n !,' &on'!ar1 and .an2"n( s!r%+!%r' o$ !,' +o%n!r13 T,' +'n!ra# .an2 "s !,' %nd"s%!'d #'ad'r o$ !,' &on'1 &ar2'!3 As s%+, "! s%'r0"s's +on!ro#s and r'(%#a!'s !,' a+!"0"!"'s o$ +o&&'r+"a# .an2s a$$"#"a!'d w"!, "!3 T,' +'n!ra# .an2 "s a#so !,' ,"(,'r &on'!ar1 "ns!"!%!"on "n !,' +o%n!r1 +,ar('d w"!, !,' d%!1 ; r'sons"."#"!1 o$ +arr1"n( o%! !,' &on'!ar1 o#"+1 $or&%#a!'d .1 !,' (o0'rn&'n!3 Ind"as +'n!ra# .an2 2nown as !,' r's'r0' .an2 o$ Ind"a was s'! % "n <>@3
AGRICU4TURA4 /AN5
T,' +o&&'r+"a# and !,' "nd%s!r"a# .an2s ar' no! "n a os"!"on !o &''! !,' +r'd"! r'8%"r'&'n!s o$ a(r"+%#!%r'3 H'n+'- !,'r' ar"s's !,' n''d $or s'!!"n( % s'+"a# !1' o$ .an2s o$ $"nan+' a(r"+%#!%r'3 T,' +r'd"! r'8%"r'&'n! o$ !,' $ar&'rs ar' !wo !1's3 F"rs!#1 !,' $ar&'rs r'8%"r' s,or! !'r& #oans !o .%1 s''ds- $'r!"#"4'rs- #o%(,s and o!,'r "n%!s3 S'+ond#1- !,' $ar&'rs r'8%"r' #on(7!'r& #oans !o %r+,as' #and- !o '$$'+! 'r&an'n! "&ro0'&'n!s on !,' #and !o .%1 '8%"&'n! and !o ro0"d' $or "rr"(a!"on wor2s3 T,'r' ar' !wo !1's o$ a(r"+%#!%r' .an2s3 <3
A(r"+%#!%r' +o7o'ra!"0' .an2s- a nd
=3
Land &or !(a(' .an 2s3 T,' $a r&'r ro 0"d' s, or!7!'r& +r'd"!- w,"#' !, ' #'!!'r '6!'nd #on(7!'r& #oans !o !,' $ar&'rs3
OPPORTUNITIES
T,' Ban2"n( s'+!or "s +ons"d'r'd !,' &os! #%+ra!"0' o!"on "n !oda1s 5o. &ar2'!3 In !,' "nd%s!r1- a os"!"on "n Tr'as%r1 or For'6 "s +o ns"d'r'd r"(,! on !o and !,"s "s $o##ow'd .1 +ar''rs "n Pr"0a!' Ban2"n(- In0's!&'n! Ban2"n( and R'!a"# Ban2"n(3 On' +o%#d wor2 "n a 0ar"'!1 o$ ar'as "n .an2"n( "nd%s!r1 "n+#%d"n( R'+%rr"n( D'os"! a++o%n!- .an2"n( o$$"+'r- ro.a!"on ar1 o$$"+'r- #oan o$$"+'r- ass'ssor - 'rsona# #oan o$$"+'r- ,o&' #oan o$$"+'r- ,o&' #oan a('n!- #oan &ana('r- &or!(a(' #oan %nd'rwr"!'r- #oan ro+'ss"n(
12
o$$"+'r- a++o%n!an!- rod%+! &ar2'!"n( and sa#'s '6'+%!"0'- and +%s!o&'r s'r0"+' '6'+%!"0' a&on( o!,'rs3 In !,' F"nan+"a# S'r0"+'s- so&' o$ !,' "&or!an! 5o.s "n+#%d' !,a! o$ a s!o+2.ro2'r w,o "s 'ss'n!"a##1 a 'rson w,o .%1s and s'##s s'+%r"!"'s on .',a#$ o$ "nd"0"d%a#s and "ns!"!%!"ons $or so&' +o&&"ss"on3 W,"#' so&' .ro2'rs #"2' !o ra+!"+' w"!, "nd"0"d%a# +#"'n!s o!,'rs wor2 $or "ns!"!%!"ons3 Bro2'rs w,o wor2 $or "ns!"!%!"ona# "n0's!ors ar' o$!'n +a##'d s'+%r"!"'s !rad'rs3 Man1 r'$'r !o wor2 as d'a#'rs- ad0"sors and s'+%r"!"'s ana#1s!s3 S'+%r"!1 ana#1s!s ar' !,os' w,o ad0"s' +o&an"'s on $#oa!a!"ons o$ s,ar's as !,'1 ar' '6'+!'d !o ,a0' so%nd 2now#'d(' o$ +a"!a# &ar2'!s3 In*estment analysts are the ba-8bone o+ the +inan-ial ser*i-es se-tor: T,'1 s!%d1 !,'
$"nan+"a# r'or!s o$ +o&an"'s- ass'ss 0ar"o%s s!a!"s!"+a# "n$or&a!"on- ro$"!a."#"!1 ro5'+!"ons- +o&ar' $"nan+"a# r's%#!s- s%r0'1 !,' "nd%s!r1 as a w,o#' and on !,' .as"s o$ !,' a0a"#a.#' "n$or&a!"on- and $"na##1 +on+#%d' !o a d'+"s"on3 E8%"!1 Ana#1s!s do 5o.s s"&"#ar !o "n0's!&'n! ana#1s!s and r's'ar+, !,' '8%"!1 &ar2'!s and &a2' r'd"+!"ons3 MAJOR P4AER IN IN0IA
<3 HDFC BANK LTD =3 ICICI BANK LTD >3 STATE BANK OF INDIA LTD ?3 P/NAB NATOINAL BANK LTD @3 BANK OF BARODA LTD 3 FEDERAL BANK LTD :3 AIS BANK LTD 3 ING VSA BANK LTD 3 IDBI BANK LTD <3 IND/SIND BANK LTD <<3 ES BANK LTD
13
INTRO0UCTION TO 0IGITA4I3ATION
0i,itali;ation "s !,' %s' o$ d"("!a# !'+,no#o("' s !o +,an(' a .%s"n'ss &od'# and ro0"d'
n'w r'0'n%' and 0a#%'7rod%+"n( oor!%n"!"'s "! "s !,' ro+'ss o$ &o0"n( !o a d"("!a# .%s"n'ss3 In!'(ra!"on o$ d"("!a# !'+,no#o("'s "n!o '0'r1da1 #"$' .1 !,' d"("!"4a!"on o$ '0'r1!,"n( !,a! +an .' d"("!"4'd3
“D"("!a#” "s !,' n'w .%44 word "n !,' .an2"n( s'+!or- w"!, .an2s a## aro%nd !,' (#o.' ,o"n( on!o !,' d"("!a# .andwa(on3 %s! #"2' ,ow !,' "n!rod%+!"on o$ &o."#' !'+,no#o(1 &ass"0'#1 d"sr%!'d "nno0a!"on "n !,' .an2"n( s'+!or- d"("!a# "s now do"n( !,' sa&'3 Ban2s o$ a## s"4's ar' &a2"n( s"4'a.#' "n0's!&'n!s "n d"("!a# "n"!"a!"0's "n ord'r !o &a"n!a"n a +o&'!"!"0' 'd('3 So-w,a! do's “d"("!a#” a+!%a##1 &'an I! d'$"n"!'#1 ro0"d's a (#"&s' "n!o !,' $%!%r' o$ .an2"n(3 W,a! d"("!a# 'ss'n!"a##1 do's "s !,a! "! %s's !'+,no#o(1 !o d's"(n '6'r"'n+'s- .o!, s''n and %ns''n3 “D"("!a# "s a## a.o%! &a2"n( w,a! +an .' s''n %ns''n J &a2"n( s'r0"+'s so s&oo!, and s'a&#'ss !,a! "! .'+o&'s "n0"s".#' !o !,' +%s!o&'r”3 “D's"!' a## !,' a%!o&a!"on and "&ro0'&'n!s !,a! 14
d"("!a# .an2"n( ,as !,' o!'n!"a# !o a+,"'0'- +%s!o&'rs and !,'"r n''ds s!"## $or& !,' 0'r1 +or' o$ !,' .an2"n( s'+!or3” I! "s !,' s"&#"+"!1 o$ d's"(n- !,' r'&o0a# o$ $r"+!"on and !,' a."#"!1 !o "&ro0' !,' +%s!o&'r '6'r"'n+'3
0IGITA4 /AN5ING
MEANING AN0 0E1INITION
“D"("!a# Ban2"n( J a n'w +on+'! "n !,' ar'a o$ '#'+!ron"+ .an2"n(- w,"+, a"&s !o 'nr"+, s!andard on#"n' and &o."#' .an2"n( s'r0"+'s .1 "n!'(ra!"n( d"("!a# !'+,no#o("'s- $or '6a&#' s!ra!'("+ ana#1!"+s !oo#s- so+"a# &'d"a "n!'ra+!"ons- "nno0a!"0' a1&'n! so#%!"ons&o."#' !'+,no#o(1 and a $o+%s on %s'r '6'r"'n+'3” D"("!a# .an2"n( "s •
D'#"0'r"n( a +%s!o&"4'd .%! +ons"s!'n! FI .rand '6'r"'n+' !o +%s!o&'rs a+ross a## +,ann'#s and o"n!s o$ "n!'ra+!"on333
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333%nd'r"nn'd .1 ana#1!"+s and a%!o&a!"on333 15
333and r'8%"r"n( a +,an(' "n !,' o'ra!"n( &od'#- na&'#1 rod%+!s and s'r0"+'s-
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or(an"4a!"on- +%#!%r'- and s2"##s and IT333 333"n ord'r !o d'#"0'r d'&ons!ra.#' and s%s!a"na.#' '+ono&"+ 0a#%'3
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D"("!a# Ban2"n( "s !,' a#"+a!"on o$ !'+,no#o(1 !o 'ns%r' s'a&#'ss 'nd7!o7'nd ro+'ss"n( o$ .an2"n( !ransa+!"ons9o'ra!"ons "n"!"a!'d .1 !,' +#"'n!- 'ns%r"n( &a6"&%& %!"#"!1 !o !,' +#"'n! "n !'r&s o$ a0a"#a."#"!1- %s'$%#n'ss and +os! !o !,' .an2 "n !'r&s o$ r'd%+'d o'ra!"n( +os!s- 4'ro 'rrors and 'n,an+'d s'r0"+'s3
/ene+its to the ban8@
<3 Low'r o'ra!"n( +os!s !,ro%(, "3 !,' '#"&"na!"on o$ +os!#1 .a+27o$$"+' ro+'ss"n( o'ra!"ons""3 $'w'r )or "d'a##1 no* 'rrors"""3 s&a##'r .ran+, $oo!r"n! )!,' !1"+a# .ran+, +an .'+o&' a 2"os2 a$$a"rro0"d"n( !'+,no#o(1 "n!'r$a+'s $or !,' +#"'n! !o %s' #%s !,' a."#"!1 !o d'a# w"!, .an2"n( s'+"a#"s!s 0"a a 0"d'o #"n2* J a &"n"&%& n%&.'r o$ a+!%a# s!a$$ w"## .' "03
r'8%"r'd3 +on+'n!ra!"n( .an2 "n(9.%s"n'ss s'+"a#"s!s "n a s"n(#' +'n! r'- w,o ar' !,' n a0a"#a.#' !o +#"'n!s 0"a a !'+,no#o(1 #"n2 )'"!,'r on !,'"r &o."#'- + or 0"a a 2"os2 .ran+,*3
O'ra!"n( +os! sa0"n(s o$ .'!w''n = !o ? +o%#d .' a+,"'0'd !,"s wa1- a++ord"n( !o "nd%s!r1 '6'r!s3 C%!!"n( +os!s ,as !,' oos"!' '$$'+! on ro$"!s J !,'1 (o %3
=3"3 D%& n(no #'(a +1!as 1s Ma"2' &"s 2'!'7&s on ' o$ !, ' ."(('s! dra w.a+2s !o (o" n( D "("!a# "s !, "s "rra!"ona# +#"n("n( !o #'(a+1 s1s!'&s )d'0'#o'd "n !,' <s and <:s* !,a! ,o#d ro(r'ss .a+23 Ban2s #'ad !,' ,%(' +os! o$ &a2"n( !,' +,an('3 T,'1 ar' wron(3 T,' %#!"&a!' +os!s o$ no! &a2"n( !,' +,an(' ar' $ar (r'a!'r3
16
/ene+its to the -ustomer@
<3 I&ro0'd s'r 0"+'s and r od%+! o$$'r"n(s "3 =?9: .an2 s'r0"+'s and a0a"#a."#"!1 !,ro%(, 1o%r &o."#'- + or 2"os2 .ran+,""3 s&ar! .an2"n( a#"+a!"ons !,a! a##ow ALL !ransa+!"ons !o .' + o&#'!'d $r o& !,' d'0"+' o$ 1o%r +,o"+'- $ro& .'("nn"n( !o 'nd )w"!, +#'ar "ns!r%+!"ons and $a"# sa$' &'+,an"s&s*"""3 "03
a++'ss !o a F/LL ra n(' o$ s'r 0"+'s )s a0"n(s- "n0 's!&'n!s- "ns %ran+'- #oans&or!(a('s- $or'"(n +%rr'n+ 1- '!+3*n'w %s'$%# +#"'n! s'r0"+'s s%+, as warn"n(s- no!"$"+a!"ons- .%d('!"n('6'nd"!%r' ana#1s's- sa0"n(s ro(ra&s- +a#+%#a!ors )1o% na&' "! J !,' ran(' "s
'nd#'ss*03 Low'r +,ar('s )and !,'r'$or' +,'a'r .an2"n(*0"3 Ban2"n( !,a! &''!s !,' +# "'n!s n''ds )no! !,' . an2s* 0""3 Ban2"n( w"## &'an d"("!a# .an2"n( $ro& =<@ =3 o$ +%s!o&'rs a#r'ad1 %s' !,' In!'rn'! !o .%1 $"nan+"a# rod%+!s >3 C%s!o&'rs ar' w"##"n( !o a1 $or d"("!a# .an2"n( ?3 Ban2s n''d !o "&ro0' !,'"r d"("!a# o$$'r !o a!!ra+! n'w +%s!o&'rs D"("!a# .an2"n( "s s'! !o o0'r!a2' .ran+, n'!wor2s as !,' r'$'rr'd a++'ss +,ann'# $or ,ow +%s!o&'rs w"## "n!'ra+! w"!, !,'"r .an2 .1 =<@3
17
Online and mobile are )re+erred -hannels )arti-ularly +or Generation -ustomers
Immersed in di,ital
D"("!a# +o&&%n"+a!"on "s 'r0as"0' $ro& &o."#' ,on's !o !a.#'! +o&%!'rs- w' ar' "&&'rs'd "n d"("!a#3 R'+'n! d'0'#o&'n! o$ n'w d"("!a# $'a!%r's ,as #'d !o •
I&ro0'&'n!s "n %s'r7'6'r"'n+' d's"(n !,ro%(, "n!'ra+!"0'- (a&'7#"2' "n!'r$a+'s !,a! ar' s!ar!"n( !o &'r(' !,' .o%ndar"'s .'!w''n !,' r'a# and !,' 0"r!%a# and .r"n("n( d a!a !o #"$' !,ro%(, r"+, 0"s%a#"sa!"ons3
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Ad0an+'s "n &o."#' d'0"+'s and n'!wor2s- ro0"d"n( n'w s'r0"+'s s%+, as 'n,an+'d d"("!a# s'+%r"!1 and !,' a."#"!1 !o a++'ss !,' In!'rn'! $ro& an1w,'r' )ar!"a##1 #"&"!'d .1 ,"(, "n!'rna!"ona# roa&"n( +,ar('s*3
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T,' r"s' o$ so+"a# &'d"a and +o##a.ora!"on !oo#s- '&ow'r"n( +%s!o&'rs and '&#o1''s- and &o0"n( +on!ro# o$ !,' .rand &'ssa(' $ro& .%s"n'ss's !o +ons%&'rs3
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Inno0a!"on "n d"("!a# ana#1!"+s and r'd"+!"0' &od'#s- dr"0"n( d'''r "ns"(,! "n!o +%s!o&'rs .',a0"o%r and 'na.#"n( ,"(,#1 !ar('!'d and r'#'0an! !r'a!&'n! s!ra!'("'s !o .' '6'+%!'d !,ro%(, d"("!a# &'d"a3 18
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N'w +,ann'# "n!'(ra!"on !'+,no#o("'s- 'na.#"n( a &or' s'a&#'ss 'nd7!o7'nd '6'r"'n+' $or +%s!o&'rs w"!, !,'"r .an23
G'n'ra!"on "s $%##1 '&.ra+"n( d"("!a# +o&&%n"+a!"on and "s !,' +%s!o&'r (ro% w"!, w,o& .an2s n''d !o 's!a.#"s, +%s!o&'r r"&a+1 r'#a!"ons,"s3 T,' ad0an!a(' o$ .'"n( !,' r"&ar1 .an2 "s "n+r'as'd s,ar' o$ wa##'! and ,"(,'r r'0'n%' o0'r !"&'- .as'd on a s!ron( s'ns' o$ +%s!o&'r #o1a#!1 J and (ood +%s!o&'r s'r0"+'3 PwC r's'ar+, s,ows !,a! G'n'ra!"on ar' &or' !,an = &or' #"2'#1 !o %s'- or +ons"d'r %s"n( on#"n' or &o."#' .an2"n( s'r0"+'s- !,an Ba.1 Boo&'rs and n'ar.1 !w"+' as #"2'#1 as &a!%r's3 A++ord"n( !o !,"s r's'ar+,- !,'"r r"&ar1 .an2 "s +ons"s!'n!#1 &or' #"2'#1 !o .' !,' .an2 o$ +,o"+' $or +%s!o&'rs w,'n !,'1 ar' #ann"n( !o .%1 ano!,'r .an2"n( rod%+!3 Consumer e?)e-tations are -han,in, =ith di,ital intera-tion
Pr's'n! da1 +ons%&'rs '6'+! ,"(, 8%a#"!1 d"("!a# +o&&%n"+a!"on3 R"+, +on!'n! "n+#%d"n( '#'(an! d's"(ns- "ns!an! s'ar+, r's%#!s and "n!'ra+!"0' $'a!%r's3 Ban2 w'.s"!'s- 's'+"a##1 on#"n' .an2"n( s'+!"ons- ar' now r'8%"r'd !o o$$'r a #'asan! '6'r"'n+' w,"#' r'&a"n"n( ,"(,#1 $%n+!"ona#3 I! "s s!"## +o&&on $or .an2s !o s'nd o%! a++o%n! s!a!'&'n!s %s"n( !,' os!a# s'r0"+' ,ow'0'r- $or &an1 'o#' d"("!a# .an2"n( o$$'rs =?9: a++o%n! .a#an+' +on!ro# J !,'r' "s a +#'ar r'$'r'n+'- 's'+"a##1 $or 1o%n('r +%s!o&'rs- !o wan! "ns!an!an'o%s a++'ss !o !,'"r a++o%n!s3 T,' os!'d a++o%n! s!a!'&'n! "s sna"# &a"# "n +o&ar"son3 T,' %!"#"!1 o$ sna"# &a"#- .1 +on!ras!- "s ra"d#1 d1"n(3 Cons%&'rs ,a0' a++'ss !o &or' "n$or&a!"on !,an '0'r .'$or'- !,'1 now +o&&%n"+a!' w"!, &or' 'o#' and &or' $r'8%'n!#1 J !rad"!"ona# word7o$7&o%!, ,as a +o&#'!'#1 d"$$'r'n! &'an"n( w,'n on' +ons"d'rs !,' "&&'d"a+1 o$ Fa+'.oo2- Tw"!!'r or '0'n '&a"#3 A++'ss !o "n$or&a!"on and !,' 'as' w"!, w,"+, +ons%&'rs +an s,ar' 0"'ws w"!, !,os' !,'1 2now J or '0'n !,' wor#d J "s dra&a!"+3 Good '6'r"'n+'s +an .' 'as"#1 s,ar'd on#"n'333 as +an n'(a!"0' on's3
19
I! "s "&or!an! !,a! .an2s %nd'rs!and !,' "&or!an+' o$ +%s!o&'r !,"n2"n( "n d'+"d"n( w,'r' !o !r%s! !,'"r &on'1 and "n +,oos"n( !,'"r r"&ar1 .an2"n( r'#a!"ons,"3 T,"s ,as #on(7!'r& "n$#%'n+' 'rsona##1- .%! a#so as an '#'&'n! o$ "n$#%'n+' on !,'"r $r"'nds and !,os' !,'1 +o&&%n"+a!' w"!, on#"n'3 Ban2s s,o%#d +ons"d'r $o%r &a"n as'+!s o$ a ro.%s! d"("!a# o$$'r"n( <3 C%s!o&'r a!!"!%d's and .',a0"o%r ar' +,an("n( =3 D"("!a# "s r'$'rr'd (#o.a ##13 >3 D"("!a# "s a ar! o$ G'n'ra!"on s #"$'s!1#' and !,"s "s !,' 2'1 !"&' $or !,'& !o d'+"d' on !,'"r r"&ar1 .an2"n( r'#a!"ons,"3 ?3 D"("!a# "s '0o#0"n( J !'+,no#o(1 d'0"+'s and so$!war' a## s'r0' !o d"sr%! !rad"!"ona# &'ans o$ +o&&%n"+a!"on3 S"&%#!an'o%s#1- 'a+, .r"n(s oor!%n"!13 Se-urity is the +oundation o+ di,ital ban8in,
S'+%r"!1 '6!'nds $ro& !,' .an2s ,ardwar' !o !,' %s'rs d'0"+' J w,'!,'r a PC9Ma+ a! ,o&'- an "Pad or !,' n'w's! S&ar!,on'3 In a## +as's- d"("!a# .an2"n( &%s! '&#o1 ro.%s! s'+%r"!1 !'+,no#o("'s w,"+, ro!'+! !,' +o&&%n"+a!"on- %s'r "n$or&a!"on and !,' .an2s IT "n$ras!r%+!%r'3 Ind''d- "! "s +#'ar !,a! $or d"("!a# .an2"n( !o .' a r'ward"n( '6'r"'n+' $or !,' +%s!o&'r and a ro$"!a.#' (row!, ar'a $or !,' .an2s- !'+,no#o(1 ar!n'rs- a1&'n! ro+'ss"n( s'r0"+' ro0"d'rs and &o."#' ,on' o'ra!ors J !,'r' o%(,! !o .' a +o&r','ns"0' a(r''&'n! on s,ar'd !'+,no#o(1 s!andards and ro+'ss's3 T,' E%ro'an Co&&"ss"on ,as 5%s! "ss%'d a Gr''n Pa'r- Towards an "n!'(ra!'d E%ro'an &ar2'! $or +ard- "n!'rn'! and &o."#' a1&'n!s w,"+, addr'ss's &an1 o$ !,' "ss%'s w,"#' .'"n( &%+, .road'r !,an on#"n' .an2"n( "!s'#$3 L%6'&.o%r(s L%6Tr%s! "s a s!ron( s!' ,'r' "n &o0"n( d"("!a# .an2"n( $orward "n !'r&s o$ a s'+%r"!1 s!andard3 0i,ital in Pri*ate /an8in,
20
Pr"0a!' Ban2s ,a0' .''n s#ow !o "n!rod%+' d"("!a# !'+,no#o(1 a#"+a!"ons $or !,'"r +%s!o&'rs ar(%"n( !,a! !,' r"0a!' .an2"n( "nd%s!r1 "s a 'rsona# and r'7do&"nan!#1 $a+' !o $a+' .%s"n'ss w"!, #"!!#' n''d $or s%+, a#"+a!"ons !o 'n,an+' !,' r'#a!"ons,"3 S'+%r"!1 and r"0a+1 "ss%'s ar' !wo o$ !,' r'asons +"!'d $or no! '&.ra+"n( !,'s' n'w d'0'#o&'n!s3 How'0'r- !,'r' ar' a n%&.'r o$ ar(%&'n!s $or r"0a!' .an2s !o s'r"o%s#1 '0a#%a!' !,'"r d"("!a# s!ra!'(1 and &a2' "! on' o$ !,' +orn'rs!on's o$ !,'"r s'r0"+' o$$'r"n( and .rand .%"#d"n( a+!"0"!"'s3 As !,' n'6! ('n'ra!"on o$ r"0a!' .an2"n( +#"'n!s s!ar! !o do&"na!'r"0a!' .an2s w"## n''d !o a0o"d !,' "&a(' o$ an o#d o%!7o$7da!' .an2 !,a! ,as #os! !o%+, w"!, "!s +#"'n!s3 Pr"0a!' .an2"n( "s a.o%! .'"n( a !r%s!'d ad0"sor as w'## as .'"n( +onn'+!'d and r'+o&&'nd'd3 S"n+' !,' d"("!a# r'0o#%!"on- w,"+, s!ar!'d "n !,' <s- 'o#' ar' "n+r'as"n(#1 !%rn"n( !o !,' In!'rn'! no! on#1 !o "n$or& !,'&s'#0's r'(ard"n( $"nan+"a# rod%+!s .%! a#so !,' r'0"'ws o$ o!,'r +%s!o&'rs %s"n( !,' rod%+!s and s'r0"+'s3 C%s!o&'rs ar' a#r'ad1 %s"n( so+"a# &'d"a !o s,ar' !,'"r 0"'ws on $"nan+"a# rod%+!s and s'r0"+'s3 T,'r' "s so&' r'+o(n"!"on ,'r' "n L%6'&.o%r( o$ !,' "n+r'as"n( #a+' d"("!a# +o&&%n"+a!"on "s !a2"n(- as no!'d "n T,' PwC G#o.a# Pr"0a!' Ban2"n( 9 W'a#!, Mana('&'n! S%r0'1 =<< w,"+, $o%nd !,a! > 'r+'n! o$ r"0a!' .an2'rs '6'+!'d !o "n!'ra+! &or' w"!, !,'"r +#"'n!s !,ro%(, so+"a# &'d"a "n !,' n'6! !wo 1'ars and !,a! @ 'r+'n! o$ r"0a!' .an2s '6'+!'d !o %s' &o."#' !'+,no#o("'s o0'r !,' sa&' 'r"od3
21
COMPAN PRO1I4E 2istory o+ 201C /an8 T,' ,o%s"n( d'0'#o&'n! F"nan+' Corora!"on L"&"!'d )HDFC* was a&on(s! !,' $"rs! !o r'+'"0' as "n r"n+"a# aro0a# $ro& !,' R's'r0' Ban2 o$ Ind"a )RBI* !o s'! % a .an2 "n !,' r"0a!' s'+!or- as ar! o$ !,' RBIS #".'ra#"4a!"on o$ !,' Ind"an Ban2"n( Ind%s!r13 T,' .an2 was "n+orora!'d "n A%(%s! <? "n !,' na&' o$ HDFC Ban2 L"&"!'d- w"!, "!s r'("s!'r'd o$$"+' "n M%&.a"- Ind"a3 T,' Ban2 +o&&'n+'d o'ra!"on as a s+,'d%#'d Co&&'r+"a# Ban2 "n an%ar1 <@3
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HDFC "s Ind"as r'&"'r ,o%s"n( $"nan+' +o&an1 and 'n5o1s an "&'++a.#' !ra+2 r'+ord "n Ind"a as w'## as "n "n!'rna!"ona# &ar2'!s3 S"n+' "!s "n+'!"on "n <::- !,' Corora!"on ,as &a"n!a"n'd a +ons"s!'n! and ,'a#!,1 (row!, "n "!s o'ra!"ons !o r'&a"n !,' &ar2'! #'ad'r "n &or!(a('s3 I!s o%!s!and"n( #oan or!$o#"o +o0'rs w'## o0'r a &"##"on dw'##"n( %n"!s3 HDFC ,as d'0'#o'd s"(n"$"+an! '6'r!"s' "n r'!a"# &or!(a(' #oans !o d"$$'r'n! &ar2'! s'(&'n!s and a#so ,as a #ar(' +orora!' +#"'n! .as' $or "!s ,o%s"n(
25
r'#a!'d +r'd"! $a+"#"!"'s3 W"!, "!s '6'r"'n+' "n !,' $"nan+"a# &ar2'!s- s!ron( &ar2'! r'%!a!"on- #ar(' s,ar',o#d'r .as' and %n"8%' +ons%&'r $ran+,"s'- HDFC was "d'a##1 os"!"on'd !o ro&o!' a .an2 "n !,' Ind"an 'n0"ron&'n!3
Ca)ital Stru-ture
As on >?97 ) =@?@><: * '8%"!1 s,ar's o$ Rs3 =97 'a+,*3 T,' HDFC Gro% ,o#ds =<3: o$ !,' Ban2s '8%"!1 and a.o%! <3: o$ !,' '8%"!1 "s ,'#d .1 !,' ADS 9 GDR D'os"!or"'s )"n r's'+! o$ !,' .an2s A&'r"+an D'os"!or1 S,ar's )ADS* and G#o.a# D'os"!or1 R'+'"!s )GDR* Iss%'s*3 >=3@: o$ !,' '8%"!1 "s ,'#d .1 For'"(n Ins!"!%!"ona# In0's!ors )FIIs* and !,' Ban2 ,as ?-?<-?@: s,ar',o#d'rs3 T,' s,ar's ar' #"s!'d on !,' Bo&.a1 S!o+2 E6+,an(' L"&"!'d and T,' Na!"ona# S!o+2 E6+,an(' o$ Ind"a L"&"!'d3 T,' Ban2s A&'r"+an D'os"!or1 S,ar's )ADS* ar' #"s!'d on !,' N'w or2 S!o+2 E6+,an(' )NSE* %nd'r !,' s1&.o# HDB and !,' Ban2s G#o.a# D'os"!or1 R'+'"!s )GDRs* ar' #"s!'d on L%6'&.o%r( S!o+2 E6+,an(' %nd'r ISIN No /S??<@F== To!a# .a#an+' s,''! s"4' as o$ %n' >- =< was Rs3:@@-< +ror's as a(a"ns! Rs3=->== +ror's as o$ %n' >- =<@3 T,' Ban2s !o!a# "n+o&' $or !,' 8%ar!'r 'nd'd %n' >- =< was Rs3<->==3 +ror's- as a(a"ns! Rs3<-@>3 +ror's $or !,' 8%ar!'r 'nd'd %n' >=<@3 N'! r'0'n%'s )n'! "n!'r's! "n+o&' #%s o!,'r "n+o&'* "n+r'as'd .1 <3 !o Rs3<-@3< +ror's $or !,' 8%ar!'r 'nd'd %n' >- =< as a(a"ns! Rs3-@3: +ror's "n !,' +orr'sond"n( 8%ar!'r o$ !,' r'0"o%s 1'ar3 0istribution Net=or8
HDFC Ban2 "s ,'ad8%ar!'r'd "n M%&.a"3 As o$ Mar+, ><- =<@- !,' Ban2s d"s!r".%!"on n'!wor2 was a! ?-- =<- !,' Ban2 a#so ,as a n'!wor2 o$ ?-@?< .ran+,'s and <=-<> ATMs a+ross Ind"a3 Mor'o0'r- HDFC Ban2s ATM n'!wor2 +an .' a++'ss'd .1 a## do&'s!"+ and "n!'rna!"ona# V"sa9Mas!'rCard- V"sa E#'+!ron9Ma's!ro- P#%s9C"rr%s and A&'r"+an E6r'ss Cr'd"!9C,ar(' +ard,o#d'rs3 Mana,ement
Mrs3 S,1a&a#a Go"na!, ,o#ds a Mas!'rs D'(r'' "n Co&&'r+' and "s a CAIIB3 Mrs3 Go"na!, ,as > 1'ars o$ '6'r"'n+' "n $"nan+"a# s'+!or o#"+1 $or&%#a!"on "n d"$$'r'n! +aa+"!"'s a! RBI3 As D'%!1 Go0'rnor o$ RBI $or s'0'n 1'ars and &'&.'r o$ !,' Board3 Mrs3 Go"na!, ,ad .''n (%"d"n( and "n$#%'n+"n( !,' na!"ona# o#"+"'s "n !,' d"0'rs' ar'as o$ $"nan+"a# s'+!or r'(%#a!"on and s%'r0"s"on- d'0'#o&'n! and r'(%#a!"on o$ $"nan+"a# &ar2'!s- +a"!a# a++o%n! &ana('&'n!- &ana('&'n! o$ (o0'rn&'n! .orrow"n(s- $or'6 r's'r0's
&ana('&'n!
and
a1&'n!
and
s'!!#'&'n!
s1s!'&s3
T,' Mana("n( D"r'+!or- Mr3 Ad"!1a P%r"- ,as .''n a ro$'ss"ona# .an2'r $or o0'r =@ 1'ars and .'$or' 5o"n"n( HDFC Ban2 "n <? was ,'ad"n( C"!".an2s o'ra!"ons "n Ma#a1s"a3 T,' Ban2s Board o$ D"r'+!ors "s +o&os'd o$ '&"n'n! "nd"0"d%a#s w"!, a w'a#!, o$ '6'r"'n+' "n %.#"+ o#"+1- ad&"n"s!ra!"on- "nd%s!r1 and +o&&'r+"a# .an2"n(3 S'n"or '6'+%!"0's r'r's'n!"n( HDFC ar' a#so on !,' Board3 S'n"or .an2"n( ro$'ss"ona#s w"!, s%.s!an!"a# '6'r"'n+' "n Ind"a and a.road ,'ad 0ar"o%s .%s"n'ss's and $%n+!"ons and r'or! !o !,' Mana("n( D"r'+!or3 G"0'n !,' ro$'ss"ona# '6'r!"s' o$ !,' &ana('&'n! !'a& and !,' o0'ra## $o+%s on r'+r%"!"n( and r'!a"n"n( !,' .'s! !a#'n! "n !,' "nd%s!r1- !,' .an2 .'#"'0's !,a! "!s 'o#' ar' a s"(n"$"+an! +o&'!"!"0' s!r'n(!,3 Te-hnolo,y
27
HDFC Ban2 o'ra!'s "n a ,"(,#1 a%!o&a!'d 'n0"ron&'n! "n !'r&s o$ "n$or&a!"on !'+,no#o(1 and +o&&%n"+a!"on s1s!'&s3 A## !,' .an2s .ran+,'s ,a0' on#"n' +onn'+!"0"!1- w,"+, 'na.#'s !,' .an2 !o o$$'r s''d1 $%nds !rans$'r $a+"#"!"'s !o "!s +%s!o&'rs3 M%#!"7.ran+, a++'ss "s a#so ro0"d'd !o r'!a"# +%s!o&'rs !,ro%(, !,' .ran+, n'!wor2 and A%!o&a!'d T'##'r Ma+,"n's )ATMs*3
T,' Ban2 ,as &ad' s%.s!an!"a# '$$or!s and "n0's!&'n!s "n a+8%"r"n( !,' .'s! !'+,no#o(1 a0a"#a.#' "n!'rna!"ona##1- !o .%"#d !,' "n$ras!r%+!%r' $or a wor#d +#ass .an23 In !'r&s o$ +or' .an2"n( so$!war'- !,' Corora!' Ban2"n( .%s"n'ss "s s%or!'d .1 F#'6+%.'- w,"#' !,' R'!a"# Ban2"n( .%s"n'ss .1 F"nwar'- .o!, $ro& "7$#'6 So#%!"ons L!d3 T,' s1s!'&s ar' o'n- s+a#'a.#' and w'.7'na.#'d3 T,' Ban2 ,as r"or"!"s'd "!s 'n(a('&'n! "n !'+,no#o(1 and !,' "n!'rn'! as on' o$ "!s 2'1 (oa#s and ,as a#r'ad1 &ad' s"(n"$"+an! ro(r'ss "n w'.7'na.#"n( "!s +or' .%s"n'ss's3 In 'a+, o$ "!s .%s"n'ss's- !,' Ban2 ,as s%++''d'd "n #'0'ra("n( "!s &ar2'! os"!"on- '6'r!"s' and !'+,no#o(1 !o +r'a!' a +o&'!"!"0' ad0an!a(' and .%"#d &ar2'! s,ar'3
/usiness Pro+ile HDFC Ban2 +a!'rs !o a w"d' ran(' o$ .an2"n( s'r0"+'s +o0'r"n( +o&&'r+"a# and "n0's!&'n! .an2"n( on !,' w,o#'sa#' s"d' and !ransa+!"ona# 9 .ran+, .an2"n( on !,' r'!a"# s"d'3 T,' .an2 ,as !,r'' 2'1 .%s"n'ss s'(&'n!s
6holesale /an8in, Ser*i-es
T,' Ban2s !ar('! &ar2'! ran('s $ro& #ar('- .#%'7+," &an%$a+!%r"n( +o&an"'s "n !,' Ind"an +orora!' !o s&a## ; &"d7s"4'd +orora!'s and a(r"7.as'd .%s"n'ss's3 For !,'s' +%s!o&'rs- !,' Ban2 ro0"d's a w"d' ran(' o$ +o&&'r+"a# and !ransa+!"ona# .an2"n( s'r0"+'s- "n+#%d"n( wor2"n( +a"!a# $"nan+'- !rad' s'r0"+'s- !ransa+!"ona# s'r0"+'s- +as, &ana('&'n!- '!+3 T,' .an2 "s a#so a #'ad"n( ro0"d'r o$ s!r%+!%r'd so#%!"ons- w,"+, 28
+o&."n' +as, &ana('&'n! s'r0"+'s w"!, 0'ndor and d"s!r".%!or $"nan+' $or $a+"#"!a!"n( s%'r"or s%#1 +,a"n &ana('&'n! $or "!s +orora!' +%s!o&'rs3 Bas'd on "!s s%'r"or rod%+! d'#"0'r1 9 s'r0"+' #'0'#s and s!ron( +%s!o&'r or"'n!a!"on- !,' Ban2 ,as &ad' s"(n"$"+an! "nroads "n!o !,' .an2"n( +onsor!"a o$ a n%&.'r o$ #'ad"n( Ind"an +orora!'s "n+#%d"n( &%#!"na!"ona#s- +o&an"'s $ro& !,' do&'s!"+ .%s"n'ss ,o%s's and r"&' %.#"+ s'+!or +o&an "'s3 I! "s r'+o(n"s'd as a #'ad"n( ro0"d'r o$ +as, &ana('&'n! and !ransa+!"ona# .an2"n( so#%!"ons !o +orora!' +%s!o&'rs- &%!%a# $%nds- s!o+2 '6+,an(' &'&.'rs and .an2s3 Retail /an8in, Ser*i-es
T,' o.5'+!"0' o$ !,' R'!a"# Ban2 "s !o ro0"d' "!s !ar('! &ar2'! +%s!o&'rs a $%## ran(' o$ $"nan+"a# rod%+!s and .an2"n( s'r0"+'s- ("0"n( !,' +%s!o&'r a on'7s!o w"ndow $or a## ,"s9,'r .an2"n( r'8%"r'&'n!s3 T,' rod%+!s ar' .a+2'd .1 wor#d7+#ass s'r0"+' and d'#"0'r'd !o +%s!o&'rs !,ro%(, !,' (row"n( .ran+, n'!wor2- as w'## as !,ro%(, a#!'rna!"0' d'#"0'r1 +,ann'#s #"2' ATMs- P,on' Ban2"n(- N'! Ban2"n( and Mo."#' Ban2"n(3
T,' HDFC Ban2 Pr'$'rr'd ro(ra& $or ,"(, n'! wor!, "nd"0"d%a#s- !,' HDFC Ban2 P#%s and !,' In0's!&'n! Ad0"sor1 S'r0"+'s ro(ra&s ,a0' .''n d's"(n'd 2''"n( "n &"nd n''ds o$ +%s!o&'rs w,o s''2 d"s!"n+! $"nan+"a# so#%!"ons- "n$or&a!"on and ad0"+' on 0ar"o%s "n0's!&'n! a0'n%'s3 T,' Ban2 a#so ,as a w"d' arra1 o$ r'!a"# #oan rod%+!s "n+#%d"n( A%!o Loans- Loans a(a"ns! &ar2'!a.#' s'+%r"!"'s- P'rsona# Loans and Loans $or Two7w,''#'rs3 I! "s a#so a #'ad"n( ro0"d'r o$ D'os"!or1 Par!"+"an! )DP* s'r0"+'s $or r'!a"# +%s!o&'rs- ro0"d"n( +%s!o&'rs !,' $a+"#"!1 !o ,o#d !,'"r "n0's!&'n!s "n '#'+!ron"+ $or&3
29
HDFC Ban2 was !,' $"rs! .an2 "n Ind"a !o #a%n+, an In!'rna!"ona# D'."! Card "n asso+"a!"on w"!, VISA )VISA E#'+!ron* and "ss%'s !,' Mas!'rCard Ma's!ro d'."! +ard as w'##3 T,' Ban2 #a%n+,'d "!s +r'd"! +ard .%s"n'ss "n #a!' =<3 B1 Mar+, =<@- !,' .an2 ,ad a !o!a# +ard .as' )d'."! and +r'd"! +ards* o$ o0'r =@ &"##"on3 T,' Ban2 "s a#so on' o$ !,' #'ad"n( #a1'rs "n !,' “&'r+,an! a+8%"r"n(” .%s"n'ss w"!, o0'r =>@- Po"n!7o$7sa#' )POS* !'r&"na#s $or d'."! 9 +r'd"! +ards a++'!an+' a! &'r+,an! 's!a.#"s,&'n!s3 T,' Ban2 "s w'## os"!"on'd as a #'ad'r "n 0ar"o%s n'! .as'd B=C oor!%n"!"'s "n+#%d"n( a w"d' ran(' o$ "n!'rn'! .an2"n( s'r0"+'s $or F"6'd D'os"!s- Loans- B"## Pa1&'n!s- '!+3
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W"!,"n !,"s .%s"n'ss- !,' .an2 ,as !,r'' &a"n rod%+! ar'as 7 For'"(n E6+,an(' and D'r"0a!"0's- Lo+a# C%rr'n+1 Mon'1 Mar2'! ; D'.! S'+%r"!"'s- and E8%"!"'s3 W"!, !,' #".'ra#"sa!"on o$ !,' $"nan+"a# &ar2'!s "n Ind"a- +orora!'s n''d &or' so,"s!"+a!'d r"s2 &ana('&'n! "n$or&a!"on- ad0"+' and rod%+! s!r%+!%r's3 T,'s' and $"n' r"+"n( on 0ar"o%s !r'as%r1 rod%+!s ar' ro0"d'd !,ro%(, !,' .an2s Tr'as%r1 !'a&3 To +o w"!, s!a!%!or1 r's'r 0' r'8%"r'&'n!s- !,' .an2 "s r'8%"r'd !o ,o#d =@ o$ "!s d'os "!s "n (o0'rn&'n! s'+%r"!"'s3 T,' Tr'as%r1 .%s"n'ss "s r'sons".#' $or &ana("n( !,' r'!%rns and &ar2'! r"s2 on !,"s "n0's!&'n! or!$o#"o3
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HDFC Ban2 ,as "!s d'os"! ro(ra&&'s ra!'d .1 !wo ra!"n( a('n+"'s 7 Cr'd"! Ana#1s"s ; R's'ar+, L"&"!'d3 )CARE* and F"!+, Ra!"n(s Ind"a Pr"0a!' L"&"!'d3 T,' .an2s F"6'd D'os"! ro(ra&&' ,as .''n ra!'d CARE AAA )FD* QTr"#' A .1 CARE- w,"+, r'r's'n!s "ns!r%&'n!s +ons"d'r'd !o .' o$ !,' .'s! 8%a#"!1- +arr1"n( n'(#"(".#' "n0's!&'n! r"s23
CARE ,as a#so ra!'d !,' .an2s C'r!"$"+a!' o$ D'os"! )CD* ro(ra&&' PR < w,"+, r'r's'n!s s%'r"or +aa+"!1 $or r'a1&'n! o$ s,or! !'r& ro&"ssor1 o.#"(a!"ons3 F"!+, 30
Ra!"n(s Ind"a P0!3 L!d3 )< s%.s"d"ar1 o$ F"!+, In+3* ,as ass"(n'd !,' !AAA )"nd* ra!"n( !o !,' .an2s d'os"! ro(ra&&'- w"!, !,' o%!#oo2 on !,' ra!"n( as s!a.#'3 T,"s ra!"n( "nd"+a!'s ,"(,'s! +r'd"! 8%a#"!1 w,'r' ro!'+!"on $a+!ors ar' 0'r 1 ,"(,3
HDFC Ban2 a#so ,as "!s #on( !'r& %ns'+%r'd- s%.ord"na!'d )T"'r II* Bonds o$ Rs3? ."##"on ra!'d .1 CARE an d F"!+, Ra!"n(s Ind"a Pr"0a!' L"&"!'d3 CARE ,as ass"(n'd !,' ra!"n( o$ CARE AAA $or !,' T"'r II Bonds w,"#' F"!+, Ra!"n(s Ind"a P0!3 L!d3 ,as ass"(n'd !,' ra!"n( AAA )"nd* w"!, !,' o%!#oo2 on !,' ra!"n( as s!a.#'3 In 'a+, o$ !,' +as's r'$'rr'd !o a.o0'- !,' ra!"n(s award'd w'r' !,' ,"(,'s! ass"(n'd .1 !,' ra!"n( a('n+1 $or !,os' "ns!r%&'n!s3
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T,' .an2 was on' o$ !,' $"rs! $o%r +o&an"'s- w,"+, s%.5'+!'d "!s'#$ !o a Corora!' Go0'rnan+' and Va#%' Cr'a!"on )GVC* ra!"n( .1 !,' ra!"n( a('n+1- T,' Cr'd"! Ra!"n( In$or&a!"on S'r0"+'s o$ Ind"a L"&"!'d )CRISIL*3 T,' ra!"n( ro0"d's an "nd''nd'n! ass'ss&'n! o$ an 'n!"!1s +%rr'n! 'r$or&an+' and an '6'+!a!"on on "!s .a#an+'d 0a#%' +r'a!"on and +orora!' (o0'rnan+' ra+!"+'s "n $%!%r'3 T,' .an2 was ass"(n'd a CRISIL GVC L'0'# < ra!"n( "n an%ar1 =: w,"+, "nd"+a!'s !,a! !,' .an2s +aa."#"!1 w"!, r's'+! !o w'a#!, +r'a!"on $or a## "!s s!a2',o#d'rs w,"#' ado!"n( so%nd +orora!' (o0'rnan+' ra+!"+'s "s !,' ,"(,'s!3
A=ards and A-hie*ements
HDFC Ban2 .'(an o'ra!"ons "n <@ w"!, a s"&#' &"ss"on !o .' a Wor#d7+#ass Ind"an Ban23 W' r'a#"4'd !,a! on#1 a s"n(#'7&"nd'd $o+%s on rod%+! 8%a#"!1 and s'r0"+' '6+'##'n+' wo%#d ,'# %s ('! !,'r'3 Toda1- w' ar' ro%d !o sa1 !,a! w' ar' w'## on o%r wa1 !owards !,a! (oa#3
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32
IBA Awards
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33
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34
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= 0ar"an!s %nd'r !,' S%'r Pr'&"%& Var"'!1 w,"+,
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Jet Pri*ile,e 201C /an8 Platinum Platinum Times Card •
Titanium Times Card
Pro+essional Credit CardsCr'd"! +ards "ss%'d s'+"$"+a##1 !o ro$'ss"ona#s #"2' Do+!ors
and T'a+,'rs w"!, .'s! #o%n(' ro(ra&s and $r''do& !o $"## $%'#s a+ross an1 $%'# s r's'+!"0'#13 T,' +ards +o&' "n !wo 0ar"an!s •
Do+!ors S%'r"a
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AllMiles
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Money /a-8
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6orld MasterCard
41
0iners Club Premium 0iners Club Re=ard; •
Visa Si,nature
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0istributor Card
0ebit Cards HDFC Ban2 o$$'rs D'."! +ards w"!, '0'r1 Sa0"n(s A++o%n! !o +%s!o&'rs w,"+, ar' sa$'r !,an +arr1"n( +as, .'+a%s' !,'1 r'8%"r' a PIN '0'r1 !"&' !,'1 ar' %s'd- !,'1 ro0"d' 42
(r'a! d"s+o%n!s and +as, .a+2 on $%'#- s,o"n(- d"n"n(- 'n!'r!a"n&'n!- '!+3 and ar' %s'd a+ross a#&os! a## o%!#'!s $or a1&'n!3 T,' ran(' o$ d'."! +ards "ss%'d .1 !,' .an2 ar' •
Eas1S,o P#a!"n%& D'."! Card
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'! Pr"0"#'(' HDFC Ban2 Wor#d D'."! Card
•
Eas1 S,o T"!an"%& Ro1a#' D'."! Card
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Eas1S,o T"!an"%& D'."! Card
•
Eas1S,o D'."! Card
•
Eas1S,o B%s"n'ss D'."! Card
•
Eas1S,o Wo&'ns Ad0an!a(' D'."! Card
•
Eas1S,o NRO D'."! Card
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Eas1S,o I&'r"a P#a!"n%& C," D'."! Card
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Eas1S,o Go#d D'."! Card
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R%Pa1 Pr'&"%& D'."! Card
0emat A--ount HDFC Ban2 "ss%'s D'&a! A++o%n! $or "n0's!ors #"2' !rad'rs- #on( !'r& "n0's!ors as w'## as .'("nn'rs $or a $#'6".#' and +%s!o&"4'd so#%!"on3 T,' d'&a! a++o%n! o$$'r'd .1 !,' .an2 "s sa$' and d''nda.#' $or .%1"n( and s!or"n( a +%s!o&'rs '8%"!1 "n0's!&'n!s&%!%a# $%nds- IPOs- ETF E6+,an(' Trad'd F%nds #"2' Go#d and Ind'6- .onds and NCDs3 T,' a++o%n! +an a#so .' o'n'd on#"n' and !,' !1's o$ d'&a! a++o%n!s o$$'r'd ar' as $o##ows 0emat A--ount . in ! A--ount •
" in ! a--ount
43
In*estments HDFC .an2 d'a#s "n 0ar"o%s "n0's!&'n! a0'n% 's !o +o&#'!' !,' $"nan+"a# or!$o#"o o$ !,' +%s!o&'r #"2' M%!%a# F%nds- L"$' Ins%ran+' rod%+!s and G'n'ra# Ins%ran+' Prod%+!s3 T,' "n0's!&'n! rod%+!s ar' $%r!,'r s%.d"0"d'd "n!o !,' $o##ow"n( + a!'(or"'s •
Mutual 1unds
•
Euities > 0eri*ati*es!,ro%(, HDFC S'+%r"!"'s Trad"n( A++o%n!
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IPO A))li-ation !,ro%(, ASBA )A#"+a!"on S%or!'d .1 B#o+2'd A&o%n!*
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In*estment in Gold !,ro%(, M%dra P%r' Go#d Bars w,"+, +o&' as =? Kara! %r'
(o#d .ars o$ @(- (- <(- =(- @( and <( w"!, Assa1 C'r!"$"+a!"on and !a&'r roo$ a+2"n( •
In*estment in Sil*er !,ro%(, M%dra S"#0'r Bars w,"+, ar' a0a"#a.#' "n @( and
<( w"!, Assa1 C'r!"$"+a!"on and !a&'r7roo$ +'r!"$"'d a+2a("n(3 •
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Se- &D EC Ca)ital Gains /ond w"!, a &a6"&%& "n0's!&'n! o$ @ #a2,s and
!a6 '6'&!"on on +a"!a# (a"ns •
In+lation Inde?ed National Sa*in,s Se-uritiesJ C%&%#a!"0' )IINSS J C* w"!, a
&"n"&%& "n0's!&'n! o$ Rs3@ and a &a6"&%& o $ Rs3@ #a2,3
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4i+e Insuran-e
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201C 4i+e Pension Su)er PlusJ a 'ns"on #an w,"+, (%aran!''s "n+o&' a$!'r
r'!"r'&'n! •
201C S4 ProGro=th Su)er II a /n"! L"n2'd P#an ("0"n( !,' d%a# .'n'$"! o$
"ns%ran+' and &ar2'! #"n2'd (row!, $or w'a#!, ar'+"a!"on •
201C S4 oun,Star Su)er Premium J a /n"! L"n2'd C,"#d P#an !a2"n( +ar' o$
1o%r +,"#ds $%!%r' w,"#' a! !,' sa&' !"&' ("0"n( "n+r'as'd .'n'$"!s "n !,' $or& o$ &ar2'! #"n2'd r'!%rns3 •
201C 4i+e ProGro=th Plus a %n"! #"n2'd "ns%ran+' #an
•
201C 4i+e Classi- Assure Plus a #"&"!'d r'&"%& #"$' "ns%ran+' #an w"!,
,"(,'r ro!'+!"on o!"on •
201C 4i+e Su)er Sa*in,s Plan a ar!"+"a!"n( Endow&'n! Ass%ran+' #an
w"!, .%"#!7"n A++"d'n!a# D'a!, Co0'r $or a +o&r','ns"0' +o0'ra(' •
201C 4i+e Personal Pension Plus a 'ns"on #an w"!, #"$'#on( 'ns"on o!"on
and (%aran!''d .'n'$"! a! &a!%r"!1 •
201C S4 ProGro=th 1le?i a %n"! #"n2'd sa0"n(s #an w"!, an o!"on !o
+,oos' A++"d'n!a# D'a!, Co0'ra(' •
201C 4i+e Guaranteed Pension Plan a #"&"!'d !'r& r'&"%& a1"n( ann%"!1
#an w"!, (%aran!''d #"$'!"&' 'ns"on a1&'n!s 45
•
201C 4i+e Ne= Immediate Annuity Plan an "&&'d"a!' ann%"!1 #an w,'r'"n
!,' 'ns"on a1o%!s s!ar! "&&'d"a!'#1 a$!'r a1&'n! o$ !,' P%r+,as' Pr"+' •
201C 4i+e Smart 6oman Plan an award w"nn"n( "ns%ran+' +%& "n0's!&'n!
#an d's"(n'd $or wo&'n $or +o0'r"n( !,'"r #"$' as w'## as &a!'rn"!1 '6'ns's+on('n"!a# or &a#"(nan! $'&a#'7s'+"$"+ +an+'rs •
201C 4i+e In*est 6ise Plan J a s"n(#' r'&"%& /LIP #an $or w'a#!,
&a6"&"4a!"on w"!,o%! ,a0"n( !o a1 r'(%#ar r'&"%&s •
201C 4i+e Sin,le Premium Pension Su)er Plan a s"n(#' a1 'ns"on #an
w"!, &ar2'! #"n2'd r'!%rns and an ass%r'd .'n'$"! o$ << o$ r'&"%&s a"d on 0's!"n( or &a!%r"!1 •
201C S4 Crest a s"&#' "ns%ran+' #an w,"+, +an .' !a2'n .1 $"##"n( % a
S,or! M'd"+a# U%'s!"onna"r' •
201C 4i+e Su)er In-ome Plan a ar!"+"a!"n( (%aran!''d .'n'$"!s #an w,"+,
a1s r'(%#ar "n+o&'s "n !,' a1o%! 'r"od o$ 7<@ 1'ars •
201C 4i+e San-hay a !rad"!"ona# #"$' "ns%ran+' #an w"!, a #"&"!'d r'&"%&
a1"n( !'r& •
201C 4i+e oun,Star Udaan a +,"#d "ns%ran+' #an w,"+, +an .' '"!,'r
a0a"#'d as an Endow&'n! P#an w"!, #%& s%& .'n'$"! a! &a!%r"!1 or &on'1 .a+2 #an w"!, .'n'$"!s a"d o%! "n "ns!a#&'n!s d%r"n( !,' #as! @ o#"+1 1'ars •
201C S4 ProGro=th Ma?imiser a s"n(#' a1 %n"! #"n2'd #an w"!, no #"&"!
on !,' &a6"&%& r'&"%& "n0's!&'n! •
201C 4i+e Cli-8.In*est U4IP a %n"! #"n2'd #an a0a"#a.#' on#"n'
•
201C 4i+e Sam)oorna Samridhi Plus Plan J a #"&"!'d a1&'n! 'ndow&'n!
ass%ran+' #an w,'r'"n !,' +o0'r +an .' '6!'nd'd $or % !o < 1'ars •
201C 4i+e Sam)oorna Ni*esh a !rad"!"ona# "ns%ran+' #an w"!, s"n(#'- r'(%#ar
or #"&"!'d r'&"%& a1"n( o!"ons
2ealth Insuran-e
46
H'a#!, Ins%ran+' $a##s %nd'r !,' %r0"'w o$ ('n'ra# "ns%ran+' and $o%r !1's o$ ,'a#!, "ns%ran+' #ans ar' o$$'r'd .1 !,' .an2 w,"+, ar' as $o##ows •
2ealth Sura8sha a ,'a#!, #an +o0'r"n( ,os"!a#"4a!"on- r' and os!
,os"!a#"4a!"on '6'ns's- da1 +ar' ro+'d%r's- do&"+"#"ar1 !r'a!&'n! and or(an donor '6'ns's3 T,' +o0'ra(' +an .' !a2'n $or an "nd"0"d%a# and a#so ,"s $a&"#1
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w"!, !r'a!&'n!s "n a n'!wor2 o$ ? , os"!a#s3 Criti-al Illness Sil*er Plan a ,'a#!, #an s'+"$"+a##1 d's"(n'd $or !r'a!&'n! o$ +r"!"+a# "##n'ss's +o0'r"n( +r"!"+a# "##n'ss's "n "!s s+o' o$ +o0'ra('
•
Criti-al Illness Platinum Plan a +r"!"+a# "##n'ss #an w,"+, +o0'rs <@ +r"!"+a#
"##n'ss's and ro0"d's !,' .'n'$"! %on d"a(nos"s o$ !,' +o0'r'd "##n'ss •
Indi*idual Personal A--ident Plan II a 'rsona# a++"d'n! #an w,"+, +an .'
!a2'n $or s'#$ and $a&"#1 and +o0'rs ,os"!a# '6'ns's- "n5%r"'s- d"sa."#"!1 d%' !o a++"d'n! w"!, a +o0'ra(' ran(' o$ =3@ #a2,s !o <@ #a2,s •
Motor Insuran-e &o!or "ns%ran+' "s o$$'r'd !o +%s!o&'rs "n ar!n'rs," w"!,
HDFC Er(o and !,'r' ar' !wo !1's o$ &o!or "ns%ran+' #ans a0a"#a.#' Commer-ial Vehi-le Insuran-e "! ro0"d's +o&r','ns"0' +o0'ra(' $or
1o%r +o&&'r+"a# 0',"+#' a+ross < n'!wor2 ( ara('s "n Ind"a Pri*ate Car Insuran-e "ns%ran+' +o0'ra(' $or 1o%r r"0a!' +ar w"!, +as,#'ss
+#a"&s a+ross < n'!wor2 (ara('s3 Mor'o0'r- !,' #an a#so o$$'rs d"s+o%n!s .as'd on a(' and o++%a!"on •
T=o 6heeler Insuran-e an "ns%ran+' #an $or 1o%r !wo7w,''#'r w"!, a
ro0"s"on o$ +as,#'ss +#a"& a+ross < n'!wor2 (ara('s !,ro%(,o%! !,' +o%n!r13 •
Tra*el Insuran-e an "ns%ran+' #an $or do&'s!"+ and "n!'rna!"ona# !ra0'# .' "!
$or .%s"n'ss or #'"s%r' %ros's3 T,' #an +o0'rs '&'r('n+1 &'d"+a# '6'ns's'&'r('n+1 &'d"+a# '0a+%a!"on- r'a!r"a!"on o$ r'&a"ns- '&'r('n+1 d'n!a# '6'ns's- ,os"!a# +as,- a++"d'n!a# d'a!, and 'r&an'n! !o!a# d"sa."#"!1 w,"#' $#1"n( "n a +o&&on +arr"'r- 'rsona# a++"d'n!- $#"(,! d'#a1- #oss o$ .a((a(' and 'rsona# do+%&'n!s- d'#a1 o$ +,'+2'd7"n .a((a('- 'rsona# #"a."#"!1- $"nan+"a# '&'r('n+1 ass"s!an+'- +on!"n('n+1 !ra0'# .'n'$"!s and ,"5a+2 d "s!r'ss a##owan+'3
47
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2ome Insuran-e an "ns%ran+' o#"+1 "ss%'d !o ro!'+! !,' ,o&' as w'## as "!s
+on!'n!s3 T,' #an +o0'rs r"s2 a(a"ns! $"r'- #"(,!n"n(- '6#os"on- $#ood- "n%nda!"ons!or&- r"o!- s!r"2'- 'ar!,8%a2'- !'rror"s&- .%r(#ar1 and !,'$! w"!, +o0'ra(' $or <7@ 1'ars3
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!: 1und trans+er HDFC Ban2 a##ows 0ar"o%s +a!'(or"'s o$ F%nd Trans$'r o!"ons $or sa$' and s'+%r' $%nd !rans$'rs w,"+, &a2' .an2"n( 'as13 T,' $%nd !rans$'r o!"ons ar'
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$%nd !rans$'r "n r'a# !"&' w,"+, "s s''d"'r- $as!'r and ,as no ('o(ra,"+a# #"&"!s3 Visa Card Pay@ A $a+"#"!1 %s'd !o a1 &%#!"#' V"sa Cr'd"! Card ."##s "ss%'d .1 an1 .an2
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'#'+!ron"+ $%nd !rans$'r s'r0"+' w,"+, +an .' don' '0'n on S%nda1s or Ban2 ,o#"da1s or #a!' a! n"(,!3
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Net /an8in,@ N'! Ban2"n( "s HDFC Ban2s In!'rn'! Ban2"n( s'r0"+'3 Pro0"d"n( %7!o7
!,'7s'+ond a++o%n! "n$or&a!"on- N'! Ban2"n( &ana('s +%s!o&'rs a++o%n! $ro& !,' +o&$or! o$ +os!%&'rs &o%s'7 an1!"&'- an 1w,'r'3 Sa1 (ood.1' !o #on( 8%'%'s and a'r wor23 Pr's'n!"n( on' &or' wa1 $or N'! Ban2"n(3 C%s!o&'r +an now +a## !,' P,on' Ban2"n( n%&.'rs "n 1o%r +"!1 !o r'("s!'r $or N'! .an2"n(3 N'! Ban2"n( o$$'rs a ,os! o$ .an2"n( !ransa+!"ons $ro& !,' +o&$or! o$ !,' +%s!o&'rs ,o&'3 On' +an +,'+2 !,' .an2 a++o%n! .a#an+'- .oo2 a F"6'd or R'+%rr"n( D'os"!r'+,ar(' !,' &o."#' or DTH Conn'+!"on- a1"n( o$$ %!"#"!1 ."##s- a1"n( !a6's- a#1"n( $or IPO- "n0's! "n M%!%a# F%nds on#"n' !o na&' a $'w3 T,' ro+'ss "s $as! and +o&#'!'#1 s'+%r'd w"!,o%! ,a0"n( !o worr1 a.o%! an1 $ra%d or !,'$!3 Ban2 "nd%s!r1 #'ad"n( s'r0"+' ro0"d's a ,o s! o$ $'a!%r's a! +%s!o&'r $"n('r7!"s •
V"'w A++o%n! Ba#an+'s ; s!a!'&'n!s
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Trans$'r F%nds .'!w''n a++o%n!s
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Cr'a!' F"6'd D'os"!s On#"n'
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R'8%'s! a D'&and Dra$!
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Pa1 B"##s
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Ord'r a +,'8%' Boo2
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R'8%'s! s!o a1&'n! on +,'8%'s
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And #o!s &or'
B'n'$"! o$ N'! Ban2"n( In!'rn'! Ban2"n( "s !,' &os! +on0'n"'n! and ow'r$%# wa1 !o &ana(' +%s!o&'rs a++o%n!3 N'! Ban2"n( "s R'a# T"&'- ("0"n( !,'& %7!o7!,'7s'+ond d'!a"#s on +%s!o&'rs a++o%n!3 I! +an .' a++'ss'd an1!"&'- $ro& an1w,'r'- ("0"n( !,'& +o&#'!' +on!ro# o0'r !,'"r $"nan+'s3 T,'r' ar' no 8%'%'s !o s!and "n- or !%rn !o wa"! $or3 W"!, N'! Ban2"n( 1o% ar' "n +on!ro#3 49
HDFC Ban2s N'! Ban2"n( "s s'+%r'3 /s"n( "nd%s!r17s!andard !'+,no#o("'s and "n$ras!r%+!%r'- o%r s'r0"+' ("0's 1o% 'a+' o$ &"nd3 So n'6! !"&' 1o% !,"n2 o$ 0"s"!"n( 1o%r .ran+,- sw"!+, on 1o%r PC "ns!'ad3 V"'w !,' N'! Ban2"n( D'&o and s'' ,ow 'as1 "! "s "! %s'3
Credit Card Net /an8in,@ T,ro%(, !,"s $a+"#"!1 !,' +%s!o&'r +an 0"'w !,' +r'd"! +ard
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+%s!o&'rs3 Loan +%s!o&'rs o$ !,' .an2 +an #o( "n and 0"'w !,'"r #oan s%&&ar1!ransa+!"on ,"s!or1 and #oan a++o%n! d'!a"#s3
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C,'+2 1o%r a++o%n! .a#an+'3
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En8%"r' on 1o%r $"6'd d'os"!s 9 TDS3
50
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O'n a $"6'd d'os"!
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Trans$'r $%nds a&on(s! 1o%r #"n2'd a++o%n!s
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Pa1 %!"#"!1 and HDFC Ban2 Cr'd"! Card ."##s3
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Do s!o +,'8%' a1&'n!s3
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R'or! #oss o$ 1o%r ATM 9D'."! Card3 Prod%+! "n$or&a!"on3
D: Mobile /an8in, B1 s" down#oad"n( !,' .an2s a on 1o%r s&ar! ,on'- 1o% +an a0a"# o$ o0'r :@ !ransa+!"ons3 T,' a#"+a!"on "s s'+%r' and $as!3 Mo."#' "s now 1o%r .an2 Now a++'ss 1o%r .an2 a++o%n! and +ond%+! a ,os! o$ .an2"n( !ransa+!"ons and "n8%"r"'s !,ro%(, 1o%r &o."#'- w"!, o%r %n"8%' Mo."#' Ban2"n( s'r0"+'s3 Mo."#' Ban2"n( "s a s'r0"+' !,a! a##ows 1o% !o do .an2"n( !ransa+!"ons on 1o%r &o."#' ,on' w"!,o%! &a2"n( a +a##- %s"n( !,' SMS $a+"#"!13 Uses o+ Mobile /an8in,@
Mo."#' Ban2"n( s'r0"+' ro0"d's a ,os! o$ $'a!%r's a! 1o%r $"n('r7!"s !,ro%(, SMS •
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2o= does it =or8 51
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0oes it -ost anythin,
No- !,"s s'r0"+' "s .ro%(,! !o 1o% FREE $ro& HDFC Ban23 A#so- s"n+' 1o% ar' %s"n( !,' !'6! &'ssa("n( s'r0"+' $ro& 1o%r &o."#' ,on'- 1o% do no! "n+%r an1 a"r!"&' +,ar('s "n &a2"n( a ,on' +a## $ro& 1o%r &o."#' ,on'3 How'0'r- !,' C'##%#ar S'r0"+' Pro0"d'r &a1 #'01 a no&"na# Va#%' Add'd S'r0"+'s )VAS* +,ar(' $or !,' SMS $a+"#"!13
&: Insta Alerts Ins!a A#'r! "s a s'r0"+' !,ro%(, w,"+, !,' .an2 +an roa+!"0'#1 "n$or& +%s!o&'rs a.o%! !ransa+!"ons 9 '0'n!s !,a! o++%rs "n ,"s .an2 a++o%n!3 T,"s "n$or&a!"on +an .' ("0'n !o !,' +%s!o&'rs 0"a SMS on !,'"r &o."#' ,on'- or !,ro%(, an '&a"# !o !,'"r &a"# "d or .o!,3 A#'r! +o%#d '"!,'r .' '0'n! .as'd '3(3 Sa#ar1 Cr'd"! or Fr'8%'n+1 .as'd '3(3 W''2#1 .a#an+' o$ a++o%n!3 A#'r!s a+!s as an "&or!an! 0a#%' add "n !,' s'r0"+' !,a! .an2 ro0"d' !o !,' +%s!o&'rs- as "! w"## ,'# "n roa+!"0'#1 "n$or&"n( !,' +%s!o&'rs a.o%! !,'"r .an2 a++o%n! r'#a!'d a+!"0"!"'s3 T,"s r'd%+'s !,' #oad $ro& .an2 +,ann'#s #"2' P,on' Ban2"n( or .ran+,'s as +%s!o&'r do's no! n''d !o +a## $or ('!!"n( "n$or&a!"on on Cr9Dr "n a++o%n!s3 A#'r!s a#so "n+r'as' !,' Brand R'+a## o$ !,' .an2 "n !,' &"nds o$ +%s!o&'rs3 SMS ; E&a"# J 1o%r a++o%n! !ransa+!"ons a#so ('n'ra!' a SMS or '&a"# a#'r! w,'r' an1 d'."! !ransa+!"on- +r'd"! !ransa+!"on and &a"n!'nan+' o$ a++o%n! .a#an+' "s a#'r!'d !o !,' +%s!o&'r "$ r'("s!'r'd3 Ty)es o+ alerts@
T,' +%s!o&'r +an r'("s!'r $or an1 or a## o$ !,' $o##ow"n( a#'r!s3 •
D'."! !ransa+!"ons (r'a!'r !,an Rs @ 9 < 9 = 9 @
•
Cr'd"! "n a++o%n! (r'a!'r !,an Rs @ 9 < 9 = 9 @
53
•
A++o%n! .a#an+' .'#ow Rs @ 9 < 9 = 9 @
•
W''2#1 a++o%n! .a#an+'
•
Sa#ar1 Cr'd"!s
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/!"#"!1 ."## a1&'n! d%' A#'r!s
A## "n a##- +o&an1 w"## .' ("0"n( !,'"r '&#o1''s an a++o%n! !,a! &a2's .an2"n( a #'as%r' $or !,'&3 W,"#' +orora!' sa0' !"&' and &on'1 .1 d"r'+!#1 +r'd"!"n( !,'r' '&#o1''s sa#ar1 na!"on7w"d' a! on' (o3
$: Insta uery Ins!a 8%'r1 "s a s'r0"+' !,a! a##ows 1o% !o do a .an2"n( !ransa+!"on on 1o%r &o."#' ,on' w"!,o%! &a2"n( a +a##3 o% +an do 1o%r !ransa+!"on %s"n( !,' SMS $a+"#"!1 6hat -an I do usin, Insta uery •
G'! 1o%r .a#an+' d'!a"#s
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O.!a"n 1o%r #as! > !ransa+!"on d'!a"#s
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R'8%'s! a +,'8%' .oo2
•
S!o a +,'8%' a1&'n!
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En8%"r' +,'8%' s!a!%s
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R'8%'s! an a++o%n! s!a!'&'n!
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G'! F"6'd D'os"! d'!a"#s
•
R'8%'s! $or In!'rn'! PIN r'7('n'ra!"on
2o= does it =or8
Ins!a U%'r1 wor2s !,ro%(, a s'! o$ !'6! &'ssa('s )SMS*3 W"!, SMS 1o% +an 'r$or& a w"d' ran(' o$ 8%'r17.as'd !ransa+!"ons $ro& 1o%r &o."#' ,on'- w"!,o%! '0'n &a2"n( a +a##3 A## 1o% n''d !o do "s !o !1' "n !,' s'+"$"'d +od' $or !,' !ransa+!"on as a !'6! &'ssa(' and s'nd "! !o @::<=3
54
o% w"## r'+'"0' !,' r'sons' "n !,' $or& o$ a !'6! &'ssa(' on 1o%r &o."#' ,on' s+r''n w"!,"n a $'w s'+onds
%: ATM A%!o&a!'d T'##'r Ma+,"n's or =?7,o%r T'##'rs ar' '#'+!ron"+ !'r&"na#s !,a! #'! 1o% .an2 a#&os! an1!"&'3 To w"!,draw +as,- &a2' d'os"!s- or !rans$'r $%nds .'!w''n a++o%n!s1o% ('n'ra##1 "ns'r! an ATM +ard and 'n!'r 1o%r PIN3 So&' $"nan+"a# "ns!"!%!"on and ATM own'rs +,ar(' a $''- ar!"+%#ar#1 !o +ons%&'rs w,o don! ,a0' a++o%n!s w"!, !,'& or on !ransa+!"ons a! r'&o!' #o+a!"ons3 G'n'ra##1- ATMs &%s! !'## 1o% !,'1 +,ar(' a $'' and "!s a&o%n! on or a! !,' !'r&"na# s+r''n .'$or' 1o% +o&#'!' !,' !ransa+!"on3 C,'+2 !,' r%#'s o$ o%r "ns!"!%!"on and ATMs 1o% %s' !o $"nd o%! w,'n or w,'!,'r a $'' "s +,ar('d3 I! won! .' 5%s! "$ I s!ar! '6#a"n"n( w,a! an ATM "s3 ATMs and +as, d"s'ns'rs a r' .1 $ar !,' #ar('s! "n0's!&'n! '0'r &ad' "n '#'+!ron"+ s'#$7s'r0"+' .1 $"nan+"a# "ns!"!%!"ons3 O0'r /S ? ."##"on ,as .''n "n0's!'d "n s" .%1"n( !,'s' &a+,"n's and &an1 !"&'s !,a! "n r%nn"n( !,'&3 T,'r' ar' now o0'r <3< &"##"on &a+,"n's o'ra!"n( "n o0'r 97 "n on' s,o!3 /alan-e Enuiry@ Know 1o%r #'d('r .a#an+' and a0a"#a.#' .a#an+'3 Mini Statement@ G'! a r"n!o%! o$ 1o%r #as! !ransa+!"ons and 1o%r +%rr'n! .a#an+'3 0e)osit Cash Cheues@ A0a"#a.#' a! a## $%## $%n+!"on ATMs3 C%s!o&'rs +an d'os"!
.o!, +as, and +,'8%'s3 9 Cas, d'os"!'d "n ATMs w"## .' +r'd"!'d !o !,' a++o%n! on !,' sa&' da1 )ro0"d'd +as, "s d'os"!'d .'$or' !,' +#'ar"n(* and +,'8%'s ar' s'n! $or +#'ar"n( on !,' n'6! wor2"n( da13 1unds Trans+er@ Trans$'r $%nds $ro& on' a++o%n! !o ano!,'r #"n2'd a++o%n! "n !,' sa&'
.ran+,3 PIN Chan,es@ C,an(' !,' P'rsona# Id'n!"$"+a!"on N%&.'r )PIN* o$ ATM or D'."! +ard3 Payments T,' #a!'s! $'a!%r' o$ ,HDFC ATMs- !,a! !,"s $%n+!"ona#"!1 +an .' %s'd $or
a1&'n! o$ ."##s- &a2"n( dona!"ons !o !'&#'s 9 !r%s!s- .%1"n( "n!'rn'! a+2s- a"r!"&' r'+,ar('s $or r'a"d &o."#' ,on's and &%+, &or'X Others R'8%'s! $or a +,'8%' .oo2 $ro& ATMs and o%r +on+'rn'd .ran+, w"## d"sa!+, "!
s%+, !,a! "! r'a+,'s 1o% w"!,"n < wor2"n( da1s3
56
0IGITA4 INITIATIVES Pr"0a!' s'+!or #'nd'r HDFC Ban2 #a%n+,'d na!"onw"d' +a&a"(n !o os"!"on "!s'#$ as a r'&"'r d"("!a# .an23 In!'(ra!'d- na!"onw"d' .rand +a&a"(n “Har Zaroora! Poor" Ho C,%!2" M'"n- Ban2 Aa2" M%!!," M'"n333 !,' +a&a"(n w"## r'"n$or+' .an2s os"!"on as Ind"as r'&"'r d"("!a# .an23 So&' "n"!"a!"0's ar'7 Pay3a))J A +o&#'!' a1&'n! so#%!"on $or a## 1o%r n''ds3 Chillr J A !o 'na.#' +%s!o&'rs !o s'nd &on'1 !o an1 'rson on ,on' +on!a+! #"s!3 0i,ital 6allet 7!o !ransa+! on an1 w'.s"!' $or HDFC Ban2 and non7HDFC Ban2
+%s!o&'rs3 201C /an8 6at-h /an8in,J A .an2"n( '6'r"'n+' on a 'rsona#"4'd w'ara.#' d'0"+'
!a2"n( +ons%&'rs "n!'ra+!"on w"!, !,' .an2 !o a w,o#' n'w #'0'#3 "#Minute A%!o Loan- !&minute Two7W,''#'r Loan3 !#se-ond 'rsona# #oan d"s.%rs'&'n!3
57
201C /an8Hs Pay3a))
As s&ar!,on's ar' !%rn"n( "n!o wa##'!s- s'0'ra# s!ar!%s and .an2s ,a0' #a%n+,'d &o."#' a#"+a!"ons !o 'na.#' ''r7!o7 ''r !ransa+!"ons- &"+ro7a1&'n!s as w'## as a1&'n! so#%!"ons $or &'r+,an!s3
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HDFC Ban2- on' o$ Ind"as #'ad"n( r"0a!' s'+!or .an2- ,as now #a%n+,'d a +o&r','ns"0' &o."#' a1&'n! so#%!"on !,a! 'n+o&ass's s'0'ra# &o."#' +o&&'r+' s+'nar"os3 T,' #a!'s! "n"!"a!"0' "n HDFC Ban2s d"("!a# .an2"n( o$$'r"n( +,r"s!'n'd YGoD"("!a#- Pa1Za- a##ows on'7+#"+2 a1&'n!s $or a## 1o%r s'nds3 Pa1Za o$$'rs 'as1 +,'+2o%! %s"n( a s"n(#' PIN w"!,o%! !,' n''d !o 'n!'r +r'd"!9d'."! +ard d'!a"#s or a +od' or OTP $or !,' s'+ond $a+!or a%!,'n!"+a!"on3 T,' wa##'! "n !,' a "s #"n2'd !o 1o%r +r'd"! and d'."! +ard and a+!s as a 0"r!%a# +ard 7 a 0"r!%a# "n!'rna!"ona# +ard !,a! 1o% +an %s' $or an1 !ransa+!"ons a+ross !,' (#o.'3 I! do'sn! ,a0' an1 !ransa+!"on #"&"! as w'##3 A#so- !,' a a##ows %s'rs !o !rans$'r &on'1 "ns!an!#1 !o an1.od1 %s"n( a &o."#' ,on' or an '&a"# ID3 T,' a a#so "n!'(ra!'s S&ar!B%1- a 0"r!%a# &'(a &ar2'!#a+' $ro& HDFC Ban2 !,a! #"s!s a## d'a#s and o$$'rs .1 #'ad"n( '7Co&&'r+' or!a#s as w'## as %!"#"!1 a1&'n! o!"ons3 W,"#' HDFC Ban2 ,as &ana('d !o ar!n'r w"!, #'ad'rs #"2' F#"2ar!- Ma2'&1!r"C#'ar!r"- Boo2M1S,ow- E6'd"a- GoI.".o- a!ra and B"( Bas2'! a! !,' #a%n+,- !,' .an2 "n!'nds !o ('! o0'r <- &'r+,an!s on.oard "n n'6! ?@ da1s3 B%!- 1o% ar' #"&"!'d "n o!"ons w,'n 1o%r' .oo2"n( an a"r#"n' !"+2'!3 For "ns!an+'- s"n+' on#1 ar!n'r OTAs wo%#d .' a0a"#a.#'- .%! aar! $ro& s!ra"(,!$orward d"s+o%n!s and ro&o!"ons- 1o%d a#so sa0' on !,' +on0'n"'n+' +,ar('s3 In a +as%a# +on0'rsa!"on- !,' .an2 s!a!'d !,a! on' "s #"2'#1 !o sa0' a! #'as! <7<@ on !1"+a# &on!,#1 %r+,as's 0 "a S&ar!B%13 A! !,' &o&'n!- !,' a "s a0a"#a.#' on#1 $or HDFC Ban2 +%s!o&'rs and $or Andro"d d'0"+'s on#13 In !,' s'+ond ,as' 7 n'6! !,r'' &on!,s 7 !,' s'r0"+' wo%#d o'n !o o!,'r +ard,o#d'rs and a#so s'' !,' #a%n+, on "OS and W"ndows d'0"+'s !oo3 Soon- Pa1Za wo%#d a#so "n!rod%+' #o1a#!1 o"n!s- ('o7!ar('!'d o$$'rs- UR +od' .as'd a1&'n!s and +on!a+!#'ss a1&'n! &o."#' "ns!r%&'n!s3
59
A#!,o%(, s!"## "n .'!a- !,' a "s r'!!1 s!ra"(,!$orward !o %s'3 o% n''d !o r'("s!'r %s"n( !,' &o."#',on' n%&.'r a#r'ad1 r'("s!'r'd w"!, !,' .an2- $"## "n 1o%r d'!a"#s- and +r'a!' a P'rsona# Id'n!"$"+a!"on N%&.'r )PIN*3 o%r &o."#' n%&.'r wor2s as 1o%r Lo("n ID3 Para( Rao- B%s"n'ss H'ad- Cards- Pa1&'n! Prod%+!s and M'r+,an! A+8%"r"n( S'r0"+'s a! HDFC Ban2- sa"d !,a! !,' ('n's"s o$ Pa1Za s!'&s $ro& !,' .an2s ar' o.so#'!' +o&&'n!s3 E0'r1 da1 an "nno0a!"0' s!ar!% "s d"sr%!"n( !,' sa+' w"!, +on0'n"'n! a1&'n! "ns!r%&'n!s and .r"n("n( $"nan+"a# "n+#%s"on- and HDFC Ban2 do's no! wan! !o .' +ons"d'r'd as a d"nosa%r d's"!' s'0'ra# d"("!a# "n"!"a!"0's and "nd%s!r1 $"rs!s3 /n#"2' a &o."#' wa##'!- !,'r's no ,ass#' o$ r'7a1&'n! or r'+,ar("n(3 A#so- !,'r' ar' no add"!"ona# +,ar('s #'0"'d .1 !,' .an2 $or %r+,as's- $%nd !rans$'rs or ."## a1&'n!s %s"n( !,' a3
201C /an8 laun-hes Chillr Go0i,ital Partners =ith MobME +or instant money trans+er a))
•
A)) to enable -ustomers to send money to any )erson on )hone -onta-t list
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(L-R) Mr Nitin Chugh, Head, Digital Banking, HDFC Bank Mr. Dhiraj Relli, Branch Banking Head, HDFC Bank and Mr. Son !o, C"# Chillr, un$eil the %roduct at the launch
HDFC Ban2 #a%n+,'d C,"##r- a &o."#' a !,a! a##ows %s'rs !o "ns!an!#1 !rans$'r &on'1 !o an1 +on!a+! "n !,'"r ,on'.oo2 =? ,o%rs a da1- s'0'n da1s a w''23 HDFC Ban2 ,as ar!n'r'd w"!, Mo.ME- a Ko+,"7.as'd !'+,no#o(1 $"r&- !o #a%n+, !,"s a3 C,"##r a##ows %s'rs !o s'nd &on'1 "n > s"&#' s!'s <3
C,oos' !,' r'+""'n! $ro& 1o%r #"s! o$ C,"##r +on!a+!s
=3
En!'r !,' a&o%n! !o .' !rans$'rr'd ; a &'ssa(' !o r'+""'n!
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En!'r 1o%r s'+r'! M 7PIN ; r'ss PA
T,' r'+""'n! w"## "ns!an!#1 r'+'"0' &on'1 "n ,"s 9 , 'r .an2 a++o%n!3 C,"##r "s a $"rs!7o$7"!s 2"nd a#"+a!"on !,a! "s #"n2'd d"r'+!#1 !o !,' +%s!o&'rs .an2 a++o%n!- so !,'r' "s no n''d !o worr1 a.o%! $"##"n( % a r'a"d wa##'!3 No asswords ar' s!or'd on !,' ,on' and "! +an .' a++'ss'd on#1 w"!, an M7PIN 2nown !o !,' +%s!o&'r a#on'3 W"!, !,"s a- +%s!o&'rs no #on('r ,a0' !o as2 $or a++o%n! "n$or&a!"on and wa"! $or a s'! a&o%n! o$ !"&' "n ord'r !o add .'n'$"+"ar"'s "$ !,'1 w"s, !o !rans$'r &on'13 T,'1 +an s'nd and r'8%'s! &on'1 d"r'+!#1 on !,'"r &o."#'3 61
W"!, C,"##r- HDFC Ban2 +%s!o&'rs +an !rans$'r &on'1 !o an1 'rson "n Ind"a- on+' !,'1 down#oad !,' a and r'("s!'r3 T,' a "s w"d'#1 a++'ss".#' as "! wor2s on Andro"d and "OS o'ra!"n( s1s!'&s3 I! w"## soon .' #a%n+,'d $or !,' W"ndows ,on' as w'##3 T,' a "s ar!"+%#ar#1 %s'$%# $or +o##'(' s!%d'n!s and 1o%n( ro$'ss"ona#s3 W,"#' d"n"n( a! r's!a%ran!s- +%s!o&'rs- ar!"+%#ar#1 1o%n(s!'rs +an s#"! !,' ."## %s"n( !,"s a3 Par'n!sw,os' +,"#dr'n ar' s!%d1"n( awa1 $ro& ,o&' "n o!,'r +"!"'s +an !rans$'r &on'1 0"a !,' a3 In !,' n'ar $%!%r' "! w"## a#so a##ow %s'rs !o a1 %!"#"!1 ."##s and 0ar"o%s &'r+,an!s 0"a !,' &o."#'3 C,"##r "s a#so an "&or!an! !oo# $or $"nan+"a# "n+#%s"on "n r%ra# &ar2'!s- a##ow"n( &"(ran! wor2'rs !o r'&"! &on'1 !o $a&"#1 .a+2 ,o&' "n a s'+%r' &ann'r3 HDFC Ban2 ,as a#so "#o!'d !,' %s' o$ C,"##r $or "!s S%s!a"na.#' L"0'#",ood In"!"a!"0' )SLI*- a ro(ra&&' !,a! r'a+,'s o%! !o 'o#' a! !,' .o!!o& o$ !,' 1ra&"d .1 ro0"d"n( !,'& w"!, #"0'#",ood $"nan+' and s2"##s !ra"n"n(3 T,' ar!"+"an!s r%nn"n( s&a## .%s"n'ss's %s'd !,' a !o &a2' a1&'n!s !o '&#o1''s- a0o"d"n( !,' ,ass#' o$ !ra0'##"n( !o !,' n'ar's! ATM !o w"!,draw +as,3 “Customer convenience is central to our concept of igital. This Chillr app will benefit various segments of people in the society. !rom students to young professionals from the migrant workers in cities to customers in rural India this app gives the convenience to send and receive money using your mobile phone in secured manner. This app is one more important step by the #ank to leverage technology and digital to offer banking services anytime and anywhere$ % &itin Chugh 'ead igital #anking '!C #ank
C,"##r "s !,' #a!'s! "n"!"a!"0' "n HDFC Ban2s d"("!a# .an2"n( o$$'r"n( +,r"s!'n'd GoD"("!a#3 T,"s +a&a"(n .'(an on !,' .an2s o$ !,' Varanas" #as! 1'ar- w"!, !,' #a%n+, o$ "!s Ban2 Aa K" M%!,!," M'"n o$$'r"n(- w,"+, #"!'ra##1 +on0'r!s !,' &o."#' ,on' "n!o a .an2 .ran+,3 S"n+' !,'n !,' .an2 ,as #a%n+,'d a ,os! o$ "nno0a!"0' d"("!a# "n"!"a!"0's3 W"!, C,"##r- HDFC Ban2 "s add"n( !o "!s d"("!a# rod%+! s%"!'3
62
HDFC Ban2 !o "n!rod%+' D"("!a# Wa##'! YGoD"("!a# •
A*ailable +or 201C /an8 -ustomers and all other debit and -redit -ard holders
•
A--essible +rom mobile a)) and online as =ell as enabled =ith N1C +or -onta-tless )ayments
HDFC Ban2 "s a## s'! !o #a%n+, a d"("!a# wa##'! and an '#'+!ron"+ &ar2'!#a+' $or 0ar"o%s on#"n' &'r+,an!s3 On+' an a++o%n! ,o#d'r or +r'd"! +ard ,o#d'r r'("s!'rs $or a d"("!a# wa##'!- ,' +an !ransa+! on &os! w'.s"!'s %s"n( on#1 ,"s wa##'! +r'd'n!"a#s3 T,' wa##'! w"## no! .' r's!r"+!'d !o HDFC Ban2 +%s!o&'rs- .%! a#so a##ow non7HDFC Ban2 d'."! and +r'd"! +ard ,o#d'rs3 HDFC Ban2 "s !,' &ar2'! #'ad'r .o!, as a +ard "ss%'r and "n ro+'ss"n( +ard a1&'n!s $or &'r+,an!s- and a++o%n!s ? o$ '7+o&&'r+' !ransa+!"ons3 W"!, !,' s,"$! $ro& d's2!os !o &o."#' ,on'- &o."#' d'0"+'s a++o%n! $or ,a#$ o$ !,' %r+,as's "n !'r&s o$ n%&.'r o$ !ransa+!"ons3
63
How'0'r- !,' +o&#'6"!1 o$ 'n!'r"n( +ard d'!a"#s on!o a ,on' s+r''n a#so #'ads !o ,"(, #'0'# o$ $a"#'d !ransa+!"ons3 A d"("!a# wa##'! &''!s R's'r0' Ban2 o$ Ind"as r'8%"r'&'n! o$ !wo7$a+!or a%!,'n!"+a!"on .%! do's awa1 w"!, !,' ,ass#' o$ $"##"n( +ard d'!a"#s '0'r1 !"&'3 A#so- !,' d"("!a# wa##'! J w,"+, +an .' a++'ss'd $ro& a &o."#' a or on#"n' J w"## .' 'na.#'d $or +on!a+!#'ss a1&'n! %s"n( N'ar F"'#d Co&&%n"+a!"on )NFC* .1 $#as,"n( !,' ,on' "n $ron! o$ r'ad'rs !,a! +an a++'! NFC a1&'n!s3 A#so- !,' +%s!o&'rs w"## no! n''d !o s!or' !,'"r +ard d'!a"#s on !,"rd7ar!1 w'.s"!'s- and as a .an2- !,' d'!a"#s ar' "n an1 +as' 'n!r%s!'d w"!, !,' .an23 &n a 'tandard credit card %urcha'e, the nuer o* 'te%' can go u% to ++-+ including *illing in the +-digit card nuer, nae, e%ir date, C// and other detail'. #ur digital 0allet 0ill enale the tran'action to e co%leted in t0o 'te%', 0hich 'u'tantiall cut' do0n the *ailure rate on oile %hone %urcha'e', 0hich i' a' high a' 123. 4 5arag Rao, Senior "/5 and Head (Card 5aent 5roduct'), HDFC Bank
64
A++ord"n( !o "nd%s!r1 's!"&a!'s- .1 ==- > o$ a## d"("!a# a1&'n!s w"## .' don' %s"n( a d"("!a# wa##'!3 HDFC Ban2s n'w o$$' r"n(- "n #"n' w"!, !,' Go 0i,ital "n"!"a!"0'a!!'&!s !o o$$'r !,' “T,' $%!%r' o$ &o."#' a1&'n!s”
HDFC Ban2 Wa!+, Ban2"n(
A Ste) +or=ard in our 1'ars- ,' sa1s3 Ins!'ad- !,' ads w"## .' !ar('!'d- #"2' "!s In$"n'on +r'd"! +ard ads '(('d a! ."( s'nd'rs3 W,"#' ,' wo%#dn! d"s+#os' ,"s &ar2'!"n( .%d('!- a"n sa1s HDFC Ban2 s'nds #'ss !,an on'7$"$!, o$ "! on a.o0'7!,'7#"n' a+!"0"!"'s- w"!, !,' r's! r's'r0'd $or .'#ow7!,'7#"n' +a&a"(ns3 Mar2'!"n( "s a.o%! +%s!o&'r 'n(a('&'n! !,a! #'ads !o &'as%ra.#' .%s"n'ss r's%#!s- ,' sa1s3 W,"#' "!s a +,a##'n(' !o ('! +#os' 'no%(, !o +%s!o&'rs !o (arn'r 2'1 "ns"(,!s $or n'w +a&a"(ns- &ar2'!'rs #"2' a"n ar' "n+r'as"n(#1 %nd'r r'ss%r' !o r'd%+' s'nds "n a s#ow"n( '+ono&13 a"n "s #'an"n( ,'a0"#1 on d"("!a# +a&a"(ns !o ros'#1!"s' HDFC Ban23 /nd'r ,"&- !,' .an2s w'.s"!' ,as .'+o&' !,' &os! 0"s"!'d r"0a!' .an2 w'.s"!' and !,' &os! r'sons"0' .an2 on Fa+'.oo2- a++ord"n( !o a s%r0'1 .1 So+"a# Ba2'rs "n Ma1 =<=3 W"!, "n+r'as"n( 'n'!ra!"on o$ "n!'rn'! and &o."#'- d"("!a# &ar2'!"n( ,as .'+o&' an "n'6ora.#' '#'&'n! o$ &ar2'!"n(333!,"s "s 's'+"a##1 !r%' "n !,' +as' o$ $"nan+"a# s'r0"+'sw,'r' rod%+!s and s'r0"+'s +anno! .' d"s!r".%!'d '$$"+"'n!#1 w"!,o%! !,' %s' o$ !'+,no#o(1- a"n sa1s3 Para( Rao- w,o ,'ads HDFC Ban2s +r'd"! +ard .%s"n'ss- sa1s w,"#' a"ns o0'r0"'w a+ross !,' .an2s .%s"n'ss's ,as a##ow'd ,"& !o s1n'r("s' &ar2'!"n( +a&a"(ns- ,"s da!a ana#1!"+s !'a& "s a w'#+o&' .on%s3
1inan-e 0e)artment
72
F"nan+' d'ar!&'n! "s .road#1 +on+'rn'd w"!, !,' a+8%"s"!"on o$ $%nds .1 a .%s"n'ss $"r&3
How #ar(' s,o%#d .' !,' $"r& and , ow $as! s,o%#d "! (row W,a! s,o%#d .' !,' &"6 o$ $"r&s ass'!s W,a! s,o%#d .' !,' &"6 o $ !,' $"r&s $"nan+"n( How s,o%#d !,' $"r& ana#1s"s- #an- and +on!ro# "!s $"nan+"a# a$$a"rs3
F"nan+' "s !,' #"$'.#ood o$ !,' or(an"4a!"on3 F"nan+' &ana('&'n! as an "n!'(ra# ar! o$ !,' o0'ra## &ana('&'n! "s no! a !o!a##1 "nd''nd'n! ar'a3 I! draws ,'a0"#1 on r'#a!'d s%.5'+!s and $"'#ds o$ s!%d1 na&'#1 '+ono&"+s- a++o%n!"n(- &ar2'!"n(rod%+!"on- and 8%an!"!a!"0' &'!,ods3 Fo##ow"n( ar' !,' &a"n $'a!%r's o$ $"nan+"a# &ana('&'n!3
T,' $o+%s o$ $"nan+"a# &ana('&'n! was &a"n#1 on +'r!a"n '"sod"+ '0'n! #"2' $or&a!"on- "ss%an+' o$ +a"!a#- &a5or '6ans"on- &'r('r- r'7or(an"4a!"on- and
#"8%"da!"on "n !,' #"$' +1+#' o$ !,' $"r&3 Aroa+, was &a"n#1 d's+r"!"0' and "ns!"!%!"ona#3 T,' "ns!r%&'n! o$ $"nan+"n(!,' "ns!"!%!"on and ro+'d%r's %s'd "n +a"!a# &ar2'!- and !,' #'(a# as'+! o$
$"nan+"a# '0'n!s $or&'d !,' +or' o$ $"nan+"a# &ana('&'n!3 T,' o%!s"d'rs o"n! o$ 0"'w'd &a"n#1 $ro& !,' o"n! o$ "n0's!&'n! .an2'rs#'ad'rs and o!,'r o%!s"d' "n!'r's!s3
A--ordin, to 201C /AN5 4td:Hs AGM on JUNE ! .##'@ •
Iss%'d @ +ror' R'd''&a.#' S%.ord"na!'d Bonds !o "n+r'as' Ca"!a# Ad'8%a+1
•
Ra!"o- w,"+, ,ad +o&' down !o <<3 $ro& <=3<3 HDFC Ban2 as on Mar+, ><- =< ,ad <>< o%!#'!s sr'ad a+ross @> +"!"'s3 As on da!' o$ AGM !o!a# o%!#'!s "n+r'as'd !o <>?3 Ban2 ,as #ans !o "n+r'as' !,"s
•
n%&.'r !o < .1 1'ar7'nd3 T'n n'w o%!#'!s ar' #ann'd $or Ma,aras,!ra3 /ns'+%r'd ad0an+'s w'n! % $ro& Rs => +ror' "n Mar+, = !o Rs > +ror' "n Mar+, =<3 T,'s' ad0an+'s w'r' &ad' !o +orora!'s w"!, AAA ra!"n( $or
•
s,or! !'n%r' and Ban2 ,as r'+o0'r'd !,'s' a&o%n!s "n !,' +%rr'n! 1'ar3 Mon'1 a! +a## and s,or! no!"+' w"!, .an2s w'n! % $ro& Rs ?: +ror' "n Mar+, !o Rs <->@: +ror' "n Mar+, =<3 Ban2 $o%nd !,"s oor!%n"!1 ("0"n( (ood r'!%rns
• •
and $%nds w'r' ar2'd w"!, o0'rs'as a++o%n!s3 A## HDFC Ban2 .ran+,'s and ,'ad o$$"+' %nd'r(o Con+%rr'n! A%d"!3 HDFC Ban2 "s !,' #ar('s! "ss%'r o$ d'."! +ards "n !,' +o%n!r13
73
•
HDFCs r'or!'d a "n+r'as' "n !o #"n' "n F =< and :@ "n+r'as' "n .o!!o& #"n'3 T,' r'ason $or #'ss !,an roor!"ona!' (row!, "n N'! Pro$"! "s d%' !o "n0's!&'n!s &ad' $or $%!%r' (row!,3 Ban2 s''s !,'s' 1'ars as +onso#"da!"on
•
'r"od3 HDFC Ban2 s'r0's @ #a2, a++o%n!s "n D'&a! S'r0"+'s s'(&'n!3 To!a# n%&.'r o$ '&#o1''s $or D'os"!or1 s'r0"+'s "s 3 Cr'a!"n( H"(,#1 Ta#'n!'d P'rsonn'# ?3 ro!'+!"on o$ W'a2'r S'+!"on @3 To ado! In!'rna!"ona# S!ra!'("'s 3 Fo%nda!"on $or P'rsonn'# F%n+!"ons :3 In+r'as"n( In0's!&'n! "n H%&an R'so%r+' 3 R's"s!an+' !o C,an(' and Mo0' Re-ruitment
R'+r%"!&'n! "s a ro+'ss o$ s'ar+,"n( $or ros'+!"0' +and"da!'s $or !,' ("0'n 5o. "n !,' "nd%s!r13 As w' 2now "! "s 0'r1 "&or!an! $or an "nd%s!r"a# +on+'rns !o ,a0' '$$"+"'n! and '$$'+!"0' 'rsonn'# w"!, r"(,! 8%a#"!1 and a! r"(,! !"&' and a! r"(,! #a+' a0a"#a.#' w,'n'0'r !,'1 ar' n''d'd3 E0'r1 or(an"4a!"on n''ds '&#o1'' !"&' .1 !"&' .'+a%s' o$ 76
ro&o!"on or r'!"r'&'n! o$ an '&#o1''3 For !,"s %ros' an or(an"4a!"on n''d !o s'ar+, $or !,' r"(,! +and"da!'3 And so "! n''ds !o 'n+o%ra(' !,"s !1' o$ r"(,! +and"da!'s w,'n'0'r !,'1 r'8%"r'3 Sour-es o+ Re-ruitment
P'rsona# da!a o$ +and"da!'s and da!a .an2 &a"n!a"n .1 !,' HR3 d'ar!&'n!
Ca&%s R'+r%"!&'n!3
Co&an1s own w'.s"!'3
P#a+'&'n! +ons%#!an!s3
Ad0'r!"s'&'n! "n !,' n'ws a'rs #"2' T"&'s o$ Ind"a- G%5ara! Sa&a+,ar3
E&#o1'' r'$'r'n+'3
Re-ruitment Pro-ess
Applica nt pool
Profl e
Shortli st
Screeni ng
Intervie w
ERe-ruitin,
P'r,as no &'!,od ,as '0'r ,ad as r'0o#%!"onar1 an '$$'+! on r'+r%"!&'n! ra+!"+'s as !,' "n!'rn'!3 T,'r' ar' r's'+!"0' +o&an1 w'.s"!'s d'0o!'d "n so&' &ann'r !o 5o. os"n( a+!"0"!"'s3 C%rr'n!#1- '&#o1'rs +an '#'+!ron"+a##1 s+r''n +and"da!'s so$! a!!r".%!'s- d"r'+! o!'n!"a# ,"r's !o a s'+"a# w'.s"!' $or on#"n' s2"## ass'ss&'n!3 Cond%+! 77
.a+2(ro%nd +,'+2s o0'r !,' "n!'rn'!- "n!'r0"'w +and"da!'s 0"a 0"d'o+on$'r'n+"n(3 And &ana(' !,' 'n!"r' ro+'ss w"!, w'.7.as'd so$!war'3 Co&an"'s .'n'$"! "&&'ns'#1 !,ro%(, +os! sa0"n(s3 S''d 'n,an+'&'n! and wor#dw"d' +and"da!' r'a+, w,"+, !,' "n!'rn'! o$$'rs3 Fro& !,' 5o. s''2'rs 'rs'+!"0' !,' "n!'rn'! a##ows $or s'ar+,'s o0'r a .road'r arra1 o$ ('o(ra,"+ and +o&an1 os!"n( !,an was oss".#' .'$or'3 Pro.#'&s no!w"!,s!and"n(- .o!, 5o. ("0'rs as w'## as 5o. s''2'rs $"nd "n!'rn'! as !,' &os! '$$'+!"0' so%r+' o$ r'+r%"!"n( and "!s %sa(' "n !,' da1s !o +o&' w"## .' a## 'r0as"0' Sele-tion
S'#'+!"on "s !,' ro+'ss o$ !a2"n( "nd"0"d%a#s o%! o$ !,' oo# o$ 5o. a#"+an!s w"!, r'8%"s"!' 8%a#"$"+a!"ons and +o&'!'n+' !o $"## 5o.s "n !,' or(an"4a!"on3 I! "s d'$"n' as !,' ro+'ss o$ d"$$'r'n!"a!"n( .'!w''n a#"+an!s "n ord'r !o "d'n!"$1 and ,"r' !,os' w"!, a (r'a!'r #"2'#",ood o$ s%++'ss "n a 5o.3
S'#'+!"on "s .as'd on ro.a!"on .as'- !,'1 ar' !a2"n( '6'r"'n+'d 'rson $or &on!,s ro.a!"on and $or $r's,'r !,' ro.a!"on 'r"od "s < 1'ar3
W,"#' !,' s'#'+!"on o$ !,' s'n"or #'0'# os!- "s !a2'n .1 ,'ad o$$"+' a! M%&.a"3
Sele-tion Pro-ess @
T'#',on"+ 7 "n!'r0"'w S'#'+!"on T's! F"na# In!'r0"'w R'$'r'n+' ; Ba+2(ro%nd Ana#1s"s S'#'+!"on D'+"s"on E&#o1&'n! A(r''&'n! O$$'r L'!!'r M'd"+a# C#ar"$"+a!"on
RECRUITMENT > SE4ECTION
HDFC .an2s +a&%s s!ra!'(1 "s !o #oo2 a! !"'r on' +a&%s's #"2' Ba5a5- SP a"n- IMISCMHRD- '!+ and no! on#1 IIMS3 T,'1 (o !o : .%s"n'ss s+,oo#s- +o0'r"n( $ar awa1 #a+'s #"2' B,%0an's,war- L%d,"ana- Baroda- '!+3 S!%d'n!s $ro& !,'s' "ns!"!%!' %nd'rs!and !,' s1+,o#o(1 o$ !,' % +o%n!r1 +%s!o&'rs and ar' a&."!"o%s a.o%! wor2"n( 78
$or r"0a!' s'+!or .an2s3 T,'1 ,"r' B3Co&- M3Co&- 'n("n''rs and o!,'r (rad%a!'s- as w'## as MBAs3 Toda1 !,' r'8%"r'&'n! "s no! 5%s! (#o.a#"4a!"on- .%! #o+a#"4a!"on3 To a+,"'0' !,"s !,'1 ,"r' 'o#' $ro& 0ar"o%s !owns and +"!"'s3 T,'1 ar' '0'n ,"r"n( &ana('rs $ro& r%ra# .a+2(ro%nd3 T,',as a n''d !o #o+a!' 'o#' "n @ .ran+,'s a+ross > +"!"'s3 I +o&' !o 2now "n &1 o.s'r0a!"on !,a! .an2 o$!'n don! r'+r%"! $ro& IIMs3 W,'n I as2'd a.o%! !,"s - !,'n !,' s'n"or &ana('r sa1s !,a! !,' .an2 "s a.#' !o a!!ra+! IIM (rad%a!'s a$!'r !,'1 ,a0' wor2'd $or > !o @ 1'ars o$ wor2 '6'r"'n+' and !,'1 ,a0' '6'r"'n+'d !,' r'a# wor#d and ar' #"2'#1 !o .' #'ss d"s"##%s"on'd3 T,'1 !a2' s+r''n"n( 0'r1 s'r"o%s#1- !,o%(, !,'1 don! %s' d'!'+!"0's3 T,'1 do s'a2 !o +%rr'n! '&#o1'rs and as2 8%'s!"on a.o%! 'r$or&an+' and "n!'(r"!13 A$!'r !,' +o&#'!"on o$ r'+r%"!&'n! ro+'ss- HDFC .an2 s!ar!s "! s'#'+!"on ro+'ss a++ord"n( !o "!s s+,'d%#' !o !,' s'#'+!"on o$ d's'r0'd +and"da!'s3
Trainin, and 0e*elo)ment
Tra"n"n( a"&s a! "n+r'as"n( !,' a!"!%d's- s2"##s and a."#"!"'s o$ wor2'rs !o 'r$or& s'+"$"+ 5o.3 I! &a2's '&#o1''s &or' '$$'+!"0' and s2"##$%#3 In r's'n! d1na&"+ wor#d o$ .%s"n'ss !ra"n"n( "s &or' "&or!an! !,'r' "s an '0'r r's'n! n''d $or !ra"n"n( &'n3 So !,a! n'w and +,an('d !'+,n"8%'s &a1 .' ado!'d3 A n'w and +,an('d !'+,n"8%' &a1 .' !a2'n as an ad0an!a('s and "&ro0'&'n! a$$'+!'d "n !,' o#d &'!,ods3
Tra"n"n( "s #'arn"n( '6'r"'n+' !,a! s''2s r'#a!"0'#1 'r&an'n! +,an(' "n an "nd"0"d%a# !,a! w"## "&ro0' ,"s9,'r a."#"!1 !o 'r$or& on !,' 5o.3
T,'1 ro0"d' “on !,' 5o.” !ra"n"n( !o !,'"r '&#o1''s "n !,' .ran+, as !,'1 s'#'+! !,'s' '&#o1''s $or s'##"n( 0ar"o%s rod%+!s o$ .an2 .1 d"r'+! &ar2'!"n(3 W,'n'0'r
!,'1 s'#'+! n'w +and"da!'s $or an1 os!- !,'1 %s' !o ("0' !,'& on !,' 5o. wor23 In +as' o$ sa#'s 'rsons !o d"s!r".%!' !,'"r 0ar"o%s rod%+!s- "n !,' .'("nn"n( !,' 'rson ,as !o wor2 %nd'r !,' o.s'r0a!"on o$ ,"s s'n"or !,'n !,' ,a0' !o (o "n &ar2'! !o ,a0' !,'"r own '6'r"'n+'3
79
T,' !"&' $or !ra"n"n( ro(ra& $or !,' +and"da!' "s d''nds % on !,' r'#'0an! os"!"on o$ ,"s wor2 ar'a3 T,'1 a#so ro0"d' !ra"n"n( r'#a!'d !o +%s!o&'r +ar' and +o&&%n"+a!"on3
Per+orman-e A))raisal
An or(an"4a!"ons (oa#s +an .' a+,"'0' on#1 w,'n 'o#' %! "n !,'"r .'s! '$$or!s3 P'r$or&an+' ara"sa# &a1 .' %nd'rs!ood as !,' ass'ss&'n! o$ an "nd"0"d%a#s 'r$or&an+' "n a s1s!'&a!"+ wa13 I! "s d'$"n' as !,' s1s!'&a!"+ '0a#%a!"on o$ !,' "nd"0"d%a# w"!, r's'+! !o ,"s9,'r 'r$or&an+' on !,' 5o. and ,"s9,'r o!'n!"a# $or d'0'#o&'n!3
To ara"s' !,' 'r$or&an+' o$ !,' '&#o1'' !,'1 ,a0' d'0'#o'd a +r'd"! s1s!'& on !,' .as"s o$ !,' ("0'n !ar('! !o !,' '&#o1''3 A$!'r ara"s"n( !,' 'r$or&an+' o$ !,' '&#o1'' !,'1 %! !,' (rad' o$ 'a+, '&#o1'' "n !,' $o##ow"n( (rad' +r"!'r"a3
Em)loyee Remuneration and In-enti*e Payments
R'&%n'ra!"on "s !,' +o&'nsa!"on an '&#o1'' r'+'"0's "n r'!%rn $or ,"s9,'r +on!r".%!"on !o !,' or(an"4a!"on3 R'&%n'ra!"on o++%"'s an "&or!an! #a+' "n !,' #"$' o$ an '&#o1''3
A! HDFC- r'&%n'ra!"on o$ an '&#o1'' +o &r"s's J wa('s and sa#ar1- "n+'n!"0's3
6a,es and Salary
A ar! $ro& 0ar"o%s "n+'n!"0's and .'n'$"!s- !,' 'rsonn'# ar' +o&'nsa!'d on#1 "n !'r&s o$ wa('s and sa#ar"'s3 A ro'r +o&'nsa!"on "n !'r&s o$ !,"s "s n'+'ssar1 $or &o!"0a!"on '&#o1''s $or !,'"r +on!"n%o%s
I&ro0'd 'r$or&an+'3 For a## !,"s- "! "s r'8%"r'd !,a! wa('s and sa#ar"'s ar' ro0"d'd w'## .1 or(an"4a!"on3 80
Wa('s and sa#ar1 r'$'rs !o !,' 's!a.#"s,&'n! and "&#'&'n!a!"on o$ so%nd o#"+"'s and ra+!"+'s o$ '&#o1''s +o&'nsa!"on3 A wa(' and sa#ar1 "s !,' r'&%n'ra!"on a"d $or !,' s'r0"+' o$ #a.or "n rod%+!"on 'r"od"+a##1 !o an '&#o1''3 T,' .an2 "s "n s'r0"+' "nd%s!r1 so !,' sa#ar1 "s ("0'n on &on!,#1 .as"s3 T,'1 %s' !o ,"r' +'r!a"n sa#'s&an on +o&&"ss"on .as' and !,'1 ar' ro0"d'd !,'"r sa#ar"'s on +o&&"ss"on .as'3 W,"#' o!,'r 'r&an'n! s!a$$ ar' .'"n( ("0'n &on!,#1 sa#ar"'s3 As HDFC .an2 "s r'%!'d .an2 "n &ar2'! !,' a1 s+a#' ar' as 'r !,' s!andard3
Sa#'s '6'+%!"0's )+oa6* ar' .'"n( ("0'n sa#ar1 o$ !o 'r &on!,3 W,"#' sa#'s o$$"+'rs sa#ar1 ran('s $ro& <@ !o < 'r &on!,3 HDFC .an2 "s a#so ("0"n( a!!ra+!"0' "n+'n!"0's as 'r !,' !ar('!3 T,' sa#ar1 o$ .ran+, &ana('r "s aro%nd >@ 'r &on!,3
In-enti*e
In HDFC- '&#o1''s ('! "n+'n!"0's on !,' .as"s o$ !,' !ar('! ("0'n !o 'a+, '&#o1'' and !,'"r ar'a o$ wor23 T,'1 ,a0' d'0'#o'd !,' "n+'n!"0' s!r%+!%r' $or !,' '&#o1''s on !,' .as"s o$ o"n! s1s!'&3 A## !,' '&#o1''s ('! !,' "n+'n!"0' "n !,' $or& +as, r'ward3
/ENE1ITS TO T2E IN0IVI0UA4 62IC2 U4MATE4 /ENE1IT TO T2E 201C /AN5
H'#s !,' "nd"0"d%a# "n &ar2'!"n( .'!!'r d'+"s"ons and '$$'+!"0' ro.#'& so#0"n(
T,ro%(, !ra"n"n( and d'0'#o&'n!- &o!"0a!"ona# 0ar"a.#'s o$ r'+o(n"!"on-
a+,"'0'&'n!- (row!,- r'sons"."#"!1 and ad0an+'&'n! ar' "n!'rna#"4'd3
A"ds "n 'n+o%ra("n( and a+,"'0"n( s'#$7d'0'#o&'n! and s'#$7+on$"d'n+'
H'#s a 'rson ,and#' s!r'ss- !'ns"on- $r%s!ra!"on and +on$#"+!
Pro0"d's "n$or&a!"on $or "&ro0"n( #'ad'rs,"- 2now#'d('- +o&&%n"+a!"on s2"##s and
a!!"!%d's
In+r'as' 5o. sa!"s$a+!"on and r'+o(n"!"on
Mo0's a 'rson !owards 'rsona# (oa#s w,"#' "&ro0"n( "n!'ra+!"0' s2"##s
Sa!"s$"'s 'rsona# n''ds o$ !,' !ra"n'r 81
Pro0"d's !,' !ra"n'' an a0'n%' $or (row!, and a sa1 "n ,"s own $%!%r
D'0'#os a s'ns' o$ (row!, "n #'arn"n(
H'#s a 'rson d'0'#o s'a2"n( and #"s!'n"n( s2"##s
H'#s '#"&"na!' $'ar "n a!!'&!"n( n'w !as2s
Em)loyees bene+it
T,' '&#o1''s o$ HDFC a%!o&a!"+a##1 .'+o&' HDFC .an2 sa#ar1 a++o%n! Ho#d'rs w"!, s'+"a# .'n'$"! and r"0"#'('s and r'+'"0' "ns!an! sa#ar1 +r'd"!3 T,' .'n'$"! "n+#%d' "n!'rna!"ona# d'."! +ard- +orora!' +ard w"!, "nd"0"d%a# #"a."#"!1 )CCIL*- a++'ss !o ,on' .an2"n( and "n!'rn'! .an2"n(- d'&a! a++o%n!s- and ,os! o$ o!,'r s'r0"+'s !o +o&#'&'n! !,'"r sa0"n(s a++o%n!3 H'r' ar' so&' o$ !,' $'a!%r's o$ HDFC Ban2s sa#ar1 a++o%n!3 /EST PRACTICES
T,' &os! "&or!an! !,"n( "n HR "s !o ,o#d !,' +on$"d'n+' o$ 'o#'3 Ta#'n! r'!'n!"on "s a +,a##'n(' !oda13 Ano!,'r +,a##'n(' "s &ana("n( '6'+!a!"ons o$ 1o%n(s!'rs- w,o ar' #oo2"n( $or $as! !ra+2"n( !,'"r +ar''r and wan! '6os%r' 8%"+2#1- !,'1 &a1 no! .' #%r'd .1 &on'1 a#on'- .%! !,' ro$"#' !,a! !,'1 wor2 $or3 Ban2 ("0's a&#' oor!%n"!1 !o !,os' w,o s''2 5o. ro!a!"on- I$ !,'1 ,a0' a n'w o'n"n(- !,'1 ad0'r!"s' "! "n!'rna##13 Ban2s ,"#oso,1 "s !,a! "! "s .'!!'r !o #os' a 'rson !o an o!,'r d'ar!&'n! !,an !o ano!,'r .an23 T,'"r P'r$or&an+' &ana('&'n! s1s!'& "s !,'"r Ksi,natureK s1s!'&3 T,'1 ,a0' on' o$ !,' #ow's! ra!'s o$ a!!r"!"on3 M"dd#' &ana('&'n! onwards !,'"r sa#ar"'s ,'r' ar' (ood3 Wo&'n ,a0' .''n r"s"n( % !,' ran2s "n !,' .an23 A! !,' 5%n"or #'0'#- o0'r >> o$ !,' wor2$or+' "n +ons%&'r and r'!a"# .an2"n( +o&r"s's o$ wo&'n3 In !,' s'n"or #'0'#s- "! "s a.o%! <= and "n !,' !o &ana('&'n!- "! "s a.o%! !o 3 T,"s or(an"4a!"on was 0'r1 +os! +ons+"o%s3 Toda1 !,'1 ,a0' $or'"(n !o%rs- ar!"'s as na!"ona# and r'("ona# #'0'#s- award n"(,!s and o%!"n(s3 As an or(an"4a!"on !,'1 ,a0' s!ar!'d +'#'.ra!"n( s%++'ss3
82
S=ot Analysis o+ 201C /an8 Stren,ths
HDFC .an2 "s !,' s'+ond #ar('s! r"0a!' .an2"n( s'+!or "n Ind"a ,a0"n( =-=< .ran+,'s and :-<< ATMs3 83
HDFC .an2 "s #o+a!'d "n <-<:? +"!"'s "n Ind"a and ,as &or' !,an #o+a!"ons !o s'r0' +%s!o&'rs !,ro%(, T'#',on' .an2"n(3
T,'
.an2s
ATM
+ard
"s
+o&a!".#'
w"!,
a##
do&'s!"+
and "n!'rna!"ona# V"sa9Mas!'r +ard- V"sa E#'+!ron9 Ma's!ro- P#%s9+"r%s and A&'r"+an E6r'ss3 T,"s "s on' r'ason $or HDFC +ards !o .' !,' &os! r'$'rr'd +ard $or s,o"n( and on#"n' !ransa+!"ons3
HDFC .an2 ,as !,' ,"(, d'(r'' o$ +%s!o&'r sa!"s$a+!"on w,'n +o&ar'd !o o!,'r r"0a!' .an2s3
T,' a!!r"!"on ra!' "n HDFC "s #ow and "! "s on' o$ !,' .'s! #a+'s !o wor2 "n r"0a!' .an2"n( s'+!or3
HDFC ,as #o!s o$ awards and r'+o(n"!"on- "! ,as r'+'"0'd B's! Ban2 award $ro& 0ar"o%s $"nan+"a# ra!"n( "ns!"!%!"ons #"2' D%n and Brads!r''!- F"nan+"a# '6r'ssE%ro&on'1 awards $or '6+'##'n+'- F"nan+' As"a +o%n!r1 awards '!+3
HDFC ,as (ood $"nan+"a# ad0"sors "n !'r&s o$ (%"d"n( +%s!o&'rs !owards r"(,! "n0's!&'n!s 3
6ea8nesses
HDFC .an2 do'sn! ,a0' s!ron( r's'n+' "n R%ra# ar'as- w,'r' as ICICI .an2 "!s d"r'+! +o&'!"!or "s '6and"n( "n r%ra# &ar2'!3
HDFC +anno! 'n5o1 $"rs! &o0'r ad0an!a(' "n r%ra# ar'as3 R%ra# 'o#' ar' ,ard +or' #o1a#s "n !'r&s o$ .an2"n( s'r0"+'s3
HDFC #a+2s "n a((r'ss"0' &ar2'!"n( s!ra!'("'s #"2' ICICI3
T,' .an2 $o+%s's &os!#1 on ,"(, 'nd +#"'n!s3
So&' o$ !,' .an2s rod%+! +a!'(or"'s #a+2 "n 'r$or&an+' and do'sn! ,a0' r'a+, "n !,' &ar2'!3
T,' s,ar' r"+'s o$ HDFC ar' o$!'n $#%+!%a!"n( +a%s"n( %n+'r!a"n!1 $or !,' "n0's!ors3
O))ortunities 84
HDFC .an2 ,as .'!!'r ass'! 8%a#"!1 ara&'!'rs o0'r (o0'rn&'n! .an2s- ,'n+' !,' ro$"! (row!, "s #"2'#1 !o "n+r'as'3
T,' +o&an"'s "n #ar(' and SME ar' (row"n( a! 0'r1 $as! a+'3 HDFC ,as (ood r'%!a!"on "n !'r&s o$ &a"n!a"n"n( +orora!' sa#ar1 a++o%n!s3
HDFC .an2 ,as "&ro0'd "!s .ad d'.!s or!$o#"o and !,' r'+o0'r1 o$ .ad d'.!s ar' ,"(, w,'n +o&ar'd !o (o0'rn&'n! .an2s3
HDFC ,as 0'r1 (ood oor!%n"!"'s "n a.road3
Gr'a!'r s+o' $or a+8%"s"!"ons and s!ra!'("+ a##"an+'s d%' !o s!ron( $"nan+"a# os"!"on3
Threats
HDFCs non'r$or&"n( ass'!s )NPA* "n+r'as'd $ro& 3< !o 3=3 T,o%(, "! "s a s#"(,! 0ar"a!"on "!s no! a (ood s"(n $or !,' $"nan+"a# ,'a#!, o$ !,' .an2 3
T,' non .an2"n( $"nan+"a# +o&an"'s and n'w a(' .an2s ar' "n+r'as"n( "n Ind"a3
T,' HDFC "s no! a.#' !o '6and "!s &ar2'! s,ar' as ICICI "&os's &a5or !,r'a!3
T,' (o0'rn&'n! .an2s ar' !r1"n( !o &od'rn"4' !o +o&'!' w"!, r"0a!' .an2s3
RBI ,as o'n'd % !o :? $or $or'"(n .an2s !o "n0's! "n Ind"an &ar2'!3
O/JECTIVE O1 T2E STU0
To "d'n!"$1 !,' awar'n'ss and %sa(' o $ D"("!a#7Ban2"n(3 85
To s!%d1 !,' "&a+! o$ d"("!a#"4a!"on3 To 2now ,ow &%+, .an2"n( s'r0"+'s ,as .''n "&ro0'd3 To s!%d1 !,' sa!"s$a+!"on #'0'# o$ !,' r'sond'n!s3
4ITERATURE REVIE6
86
Ramesh,aa*a .#!.B in his study on To)i- QIndian /an8in, Se-torH +inds tha!7
T,' s'+!or o$ +o&&'r+"a# .an2s +ons"s! o$ >> $or'"(n .an2s- ? r"0a!' s'+!or .an2s- and =: %.#"+ s'+!or .an2s w,'r' &a5or"!1 own'rs," "s "n+#%d'd .1 !,' (o0'rn&'n!3 D%r"n( !,' r'$or& 'r"od- !,' $"nan+"a# s1s!'& 'r&"!!'d !,' .an2s !o s'#'+! !,'"r #'nd"n( ra!'s and d'os"!s- and a#so a%!,or"4's ,"(,'r d"s+#os%r' !o &a2' s%r' o$ #ar(' !ransar'n+1 "n !,' .a#an+' s,''!s3 As a r's%#! o$ r'$or&s "n !,' .an2"n( s'+!or !,' s,ar' o$ 'n!"r' ass'!s o$ %.#"+ s'+!or .an2s was d'+r'as'd !o :@ 'r+'n! $ro& 'r+'n!3 In !,' r"0a!' s'+!or!,' n'w .an2s 'n!r1 d"&"n"s,'d !,' +on+'n!ra!"on o$ ass'!s w,"+, $%r!,'r &"(,! ,a0' &ad' !,' +o&'!"!"on s!ron('r w,"+, #'ads !o &or' ro$"!a."#"!1- rod%+!"0"!1- and 'n,an+"n( '$$"+"'n+13 0r: Ri-hard Nyan,osi .#!DB in his study on To)i- Q 0i,iti;in, /an8in, Ser*i-esH +inds that
In!'rn'! and &o."#' !'+,no#o("'s o$ r'+'n! 1'ars ,a0' (a"n'd &o&'n!%& and ar' "&a+!"n( !,' wor2"n( o$ '0'r1 ro+'ss "n+#%d"n( $"nan+"a# s'r0"+'s3 F"nan+"a# S'r0"+' ro0"d'rs "n+#%d"n( .an2s ar' !%rn"n( !,'"r n'+2s !oward !,' wa0' o$ !,'s' T'+,no#o("'s3 T,'"r $"nd"n(s "n+#%d's7 Ado !"on o$ +'## ,on' .an2"n(3 O%! o$ !,' r'sond'n!s s%r0'1'd- = 'r+'n! ,ad ado!'d +'## ,on' .an2"n( "n Ind"a o%! o$ !,os' w,o ado!'d&os!#1 w'r' 1o%n( a('d3 T,"s s'r0"+' !oo #"2' an1 o!,'r '7.an2"n( s'r0"+'s "s (a"n"n( &o&'n!%& as +%s!o&'rs ar' $"nd"n( "! 'as1 !o .an2 =?6:3 /s"n( d"$$'r'n! +o&&on E7 .an2"n( s'r0"+'s ro0"d'd !,ro%(, a +'## ,on'- w,"+, "n+#%d'd .a#an+' "n8%"r1r'8%'s!"n( +,'8%' .oo2- 2now #as! $'w !ransa+!"ons- r'8%'s!"n( .an2 s!a!'&'n!- s!o a1&'n! o$ +,'8%'- and ."## a1&'n!3 Ado!"on o$ C1.'r Ban2"n(- !,' $"nd"n(s "nd"+a!' !,a!- :3= 'r+'n! o$ !,' !o!a# sa&#' ado!'d In!'rn'! Ban2"n( and >3 d"d no! ado!3 P'r+'"0'd %s'$%#n'ss o$ SMS .an2"n(- $"nan+"a# rod%+!s !,ro%(, +'## ,on's ,a0' ro0'd !o .' %s'$%# !o .o!, +%s!o&'rs and ro0"d'rs "n r'+'n! !"&'s3 C%s!o&'rs $"nd "! 'as1- +on0'n"'n!- and '$$"+"'n! !o !ransa+! +on0'n!"ona# .an2"n( s'r0"+'s w,"+, ar' non7 &on'!ar1 "n na!%r' s%+, as .a#an+' 'n8%"r1- !rans$'r o$ $%nds- +,an(' assword '!+ !,ro%(, a &o."#' ,on'3 87
Malhotra Poo Sin,h .#!#B T,"s s!%d1 "s an a!!'&! !o r's'n! !,' r's'n! s!a!%s
o$ In!'rn'! .an2"n( "n Ind"a and !,' '6!'n! o$ In!'rn'! .an2"n( s'r0"+'s o$$'r'd .1 In!'rn'! .an2s3 In add"!"on- "! s''2s !o '6a &"n' !,' $a+!ors a$$'+!"n( !,' '6!'n! o$ In!'rn'! .an 2"n( s'r0"+'s3 T,' da!a $or !,"s s!%d1 ar' .as'd on a s%r0'1 o$ .an2 w'.s"!'s '6#or'd d%r"n( %#1 =3 T,' sa&#' +ons"s!s o$ = .an2s o'ra!"n( "n Ind"a a! >< Mar+, =:3 M%#!"#' r'(r'ss"on !'+,n"8%' "s '&#o1'd !o '6#or' !,' d'!'r&"nan!s o$ !,' '6!'n! o$ In!'rn'! .an2"n( s'r0"+'s3 T,' r's%#!s s,ow !,a! !,' r"0a!' and $or'"(n In!'rn'! .an2s ,a0' 'r$or&'d w'## "n o$$'r"n( a w"d'r ran(' and &or' ad0an+'d s'r0"+'s o$ In!'rn'! .an2"n( "n +o&ar"son w"!, %.#"+ s'+!or .an2s3 A&on( !,' d'!'r&"nan!s a$$'+!"n( !,' '6!'n! o$ In!'rn'! .an2"n( s'r0"+'s- s"4' o$ !,' .an2- '6'r"'n+' o$ !,' .an2 "n o$$'r"n( In!'rn'! .an2"n(- $"nan+"n( a!!'rn and own'rs," o$ !,' .an2 ar' $o%nd !o .' s"(n"$"+an!3 T,' r"&ar1 #"&"!a!"on o$ !,' s!%d1 "s !,' s+o' and s"4' o$ "!s sa&#' as w'## as o!,'r 0ar"a.#'s )'3(3 &ar2'!- 'n0"ron&'n!a#- r'(%#a!or1 '!+3*- w,"+, &a1 ,a0' an '$$'+! on !,' d'+"s"on o$ !,' .an2s !o o$$'r a w"d' ran(' o$ In!'rn'! .an2"n( s'r0"+' s3 T,' %ros' o$ !,' s!%d1 "s !o ,'# $"## s"(n"$"+an! (as "n 2now#'d(' a.o%! !,' In!'rn'! .an2"n( #ands+a' "n Ind"a3 T,' $"nd"n(s ar' '6'+!'d !o .' o$ (r'a! %s' !o !,' (o0'rn&'n!r'(%#a!ors- +o&&'r+"a# .an2s- and o!,'r $"nan+"a# "ns!"!%!"ons- '3(3 +o7o'ra!"0' .an2s #ann"n( !o o$$'r In!'rn'! .an2"n(- .an2 +%s!o&'rs and r's'ar+,'rs3 T,' .an2'rs as w' ## as so+"'!1 a! #ar(' w"## +o&' !o 2now w,'r' !,' .an2s #a( "n !'r&s o$ ado!"on o$ In!'rn'! .an2"n( and "n ro0"d"n( d"$$'r'n! rod%+!s and s'r0"+'s3 An %nd'rs!and"n( o$ !,' $a+!ors a$$'+!"n( !,' '6!'n! o$ In!'rn'! .an2"n( s'r0"+'s "s 'ss'n!"a# .o!, $or '+ono&"s!s s!%d1"n( !,' d'!'r&"nan!s o$ (row!, and $or !,' +r'a!ors and rod%+'rs o$ s%+, !'+,no#o("'s3 Mor'o0'r- !,"s a'r +on!r".%!'s !o !,' '&"r"+a# #"!'ra!%r' on d"$$%s"on o$ $"nan+"a# "nno0a!"ons- ar!"+%#ar#1 In!'rn'! .an2"n(- "n a d'0'#o"n( +o%n!r1- "3'3 Ind"a3
U))al R:5: > Cha=la R: .##'B !,"s s!%d1 ,"(,#"(,!s +%s!o&'r 'r+'!"ons r'(ard"n(
'7.an2"n( s'r0"+'s3 A s%r0'1 o$ <-= r'sond'n!s was +ond%+!'d "n O+!o.'r = "n L%d,"ana d"s!r"+!- P%n5a.3 T,' r'sond'n!s w'r' '8%a##1 d"0"d'd a&on( !,r'' .an2 88
(ro%s na&'#1- %.#"+ s'+!or- r"0a!' s'+!or and $or'"(n .an2s3 T,' r's'n! s!%d1 "n0's!"(a!'s !,' 'r+'!"ons o$ !,' .an2 +%s!o&'rs r'(ard"n( n'+'ss"!1 o$ '7.an2"n( s'r0"+'s- 8%a#"!1 o$ '7.an2"n( s'r0"+'s- .an2 $ra%ds- $%!%r' o$ '7.an2"n(- r'$'r'n+' o$ .an2 +%s!o&'rs r'(ard"n( .an2s- +o&ara!"0' s!%d 1 o$ .an 2"n( s'r0"+'s "n 0ar"o%s .an2 (ro%s- r'$'r'n+'s r'(ard"n( %s' o$ '7+,ann'#s and ro.#'&s $a+'d .1 '7.an2 +%s!o&'rs3 T,' &a5or $"nd"n( o$ !,"s s!%d1 "s !,a! +%s!o&'rs o$ a## .an2 (ro%s ar' "n!'r's!'d "n '7 .an2"n( s'r0"+'s- .%! a! !,' sa&' !"&' ar' $a+"n( ro.#'&s #"2'- "nad'8%a!' 2now#'d('oor n'!wor2- #a+2 o$ "n$ras!r%+!%r'- %ns%"!a.#' #o+a!"on- &"s%s' o$ ATM +ards and d"$$"+%#!1 !o o'n an a++o%n!3 K''"n( "n &"nd !,'s' ro.#'&s $a+'d .1 .an2 +%s!o&'rs!,"s a'r $ra&'s so&' s!ra!'("'s #"2' +%s!o&'r 'd%+a!"on- s'&"nars9&''!"n(s- ro'r n'!wor2 and "n$ras!r%+!%r' $a+"#"!" 's- on#"n' s,o"n( $a+"#"!" 's- ro'r wor2"n( and "ns!a##a!"on o$ ATM &a+,"n's- '!+3- !o 'n,an+' '7.an2"n( s'r0"+'s3 Ma5or"!1 o$ ro$'ss"ona#s and .%s"n'ss +#ass +%s!o&'rs as w'## as ,"(,#1 'd%+a!'d and #'ss 'd%+a !'d +%s!o&'rs a#so $''# !,a! '7.an2"n( ,as "&ro0'd !,' 8%a#"!1 o$ +%s!o&'r s'r0"+'s "n .an2s3
A;ou;i 0: .##'B !,"s a'r a"&s !o +,'+2 "$ !,' +%rr'n! and ro&! !'+,no#o("+a#
r'0o#%!"on a#!'r"n( !,' w,o#' wor#d ,as +r%+"a# "&a+!s on !,' T%n"s "an .an2"n( s'+!or3 Par!"+%#ar#1- !,"s s!%d1 s''2s so&' +#%'s on w,"+, w' +an r'#1 "n ord'r !o %nd'rs!and !,' +%s!o&'rs .',a0"or r'(ard"n( !,' ado!"on o$ '#'+!ron"+ .an2"n(3 To a+,"'0' !,"s %ros'- an '&"r"+a# r's'ar+, "s +arr"'d o%! "n T%n"s"a and "! r'0'a#s !,a! ano#1 o$ $a+!ors "s a$$'+!"n( !,' C%s!o&'rs a!!"! %d' !oward '7.an2"n(3 For "ns!an+' a('- ('nd'r and 'd%+a!"ona# 8%a#"$"+a!"ons s''& !o .' "&or!an! and !,'1 s#"! % !,' (ro% "n!o '#'+!ron"+ .an2"n( ado!'rs and !rad"!"ona# .an2"n( d'$'nd'rs and so- !,'1 ,a0' s"(n"$"+an! "n$#%'n+' on !,' +%s!o&'rs ado!"on o$ '7.an2"n(3 F%r!,'r&or'- !,"s s!%d1 s,ows !,a! d's"!' !,' r's"d'n!"a# "n+'n!"0's and "n s"!' o$ .'"n( $%##1 awar' o$ !,' '7 .an2"n(s .'n'$"!s- n%&'ro%s r'sond'n!s ar' s!"## %s"n( !,' +on0'n!"ona# .an2"n(3 I! "s wor!,1 !o &'n!"on !,a! !,' $'ar o$ #oss .'+a%s' o$ !ransa+!"ons 'rrors or ,a+2'rs #a1s a S"(n"$"+an! ro#' "n a#"'na!"n( T%n"s"an +%s!o&'rs $ro& on#"n' .an 2"n(3
89
RESEARC2 MET2O0O4OG
90
R's'ar+, &'!,odo#o(1 "s !,' ro+'ss %s'd !o +o##'+! "n$or&a!"on and da!a $or !,' %ros' o$ &a2"n( .%s"n'ss d'+"s"ons3 T,' &'!,odo#o(1 &a1 "n+#%d' %.#"+a!"on r's'ar+,"n!'r0"'ws- s%r0'1s and o!,'r r's'ar+, !'+,n"8%'s3
Resear-h 0esi,n
A r's'ar+, d's"(n s'r0's as a .r"d(' .'!w''n w,a! ,as .''n 's!a.#"s,'d )!,' r's'ar+, o.5'+!"0's* and ,ow !o a++o&#"s, !,'s' o.5'+!"0's3 In $a+!- !,' r's'ar+, d's"(n "s !,' +on+'!%a# s!r%+!%r' w"!,"n w,"+, r's'ar+, "s +ond%+!'d "! +ons!"!%!'s !,' .#%'r"n! $or !,' +o##'+!"on- &'as%r'&'n! and ana#1s"s o$ da!a3 Mor' '6#"+"!#1- !,' d's"(n d'+"s"ons ,a'n !o .' "n r's'+! o$ "* W,a! "s !,' s !%d1 a.o%! ""* W,1 "s !,' s!%d1 .'"n( &ad' """* W,'r' w"## !,' s!%d1 .' +arr"' d o%! "0* W,a! !1' o$ da!a "s r'8%"r'd 0* W,'r' +an .' !,' r'8%"r'd da!a $o%nd 0"* W,a! 'r"od o$ !"&' w"## !,' s!% d1 "n+#%d' 0""*W,a! w"## .' !,' sa&#' d's"(n 0"""* W,a! !'+,n"8%' o$ da!a +o##'+!"on w"## .' %s'd "6* How w"## !,' da!a .' ana#14'd 6* In w,a! s!1#' w"## !,' r'or! .' r'ar'd
T,' $%n+!"on o$ r's'ar+, d's"(n "s !o ro0"d' $or !,' +o##'+!"on o$ r'#'0an! '0"d'n+' w"!, &"n"&a# '6'nd"!%r' o$ '$$or!- !"&' and &on'13 B%! ,ow a## !,'s' +an .' a+,"'0'd d''nds &a"n#1 on !,' r's'ar+, %ros'3
Resear-h Ty)e@
In !,"s r'or! I ,a0' %s'd 0es-ri)ti*e r's'ar+, !'+,n"8%'3 91
D's+r"!"0' r's'ar+, "n+#%d's s%r0'1s and $a+!7$"nd"n( 'n8%"r"'s o$ d"$$'r'n! 2"nds3 T,' &a5or %ros' o$ d's+r"!"0' r's'ar+, "s d's+r"!"on o$ !,' s!a!' o$ a$$a"rs as "! '6"s!s a! r's'n!3 T,' &a"n +,ara+!'r"s!"+ o$ !,"s &'!,od "s !,a! !,' r's'ar+,'r ,as no + on!ro# o0'r !,' 0ar"a.#'s3 Sam)lin, 0esi,n@
For &1 s%r0'1 I ,a0' %s'd Con*enien-e sa&#"n( !'+,n"8%'3 Con0'n"'n+' sa&#"n( "s a non7ro.a."#"!1 sa&#"n( !'+,n"8%' w,'r' s%.5'+!s ar' s'#'+!'d .'+a%s' o$ !,'"r +on0'n"'n! a++'ss"."#"!1 and ro6"&"!1 !o !,' r's'ar+,'r3 SAMPLE SIZE 7 Sa&#' o$ < 'o#' was !a2'n "n ord'r !o +ond%+! !,' r's'ar+,3
/NIVERSE 7 In a++ordan+' !o !,' s'+"$"'d r's'ar+, %n"0'rs' "s L%+2now +"!13
Sour-es o+ 0ata Colle-tion@ PRIMAR DATA"s !,' da!a w,"+, ,as .''n +o##'+!'d !,ro%(, 'rsona# +on!a+!3 •
T,ro%(, U%'s!"onna"r' J U%'s!"onna"r' "s a wr"!!'n s'! o$ 8%'s!"ons- !,'
•
answ'rs !o w,"+, ar' r'+ord'd .1 !,' r'sond'n!s3 T,ro%(, P'rsona# In!'ra+!"on J In 'rsona# "n!'ra+!"on an "n!'r0"'w'r as2 8%'s!"ons "n a $a+' !o $a+' +on!a+! !o !,' o!,'r 'rson3
SECONDAR DATA"s !,' da!a w,"+, ar' a0a"#a.#' "n !,' $or& o$ $a+! and $"(%r's3 T,'
so%r+'s o$ s'+ondar1 da!a ar' • • •
W'.s"!'s Ma(a4"n's Ar!"+#'s
0ata Colle-tion Tools@
92
For &1 s%r0'1 I ,a0' %s'd P"' +,ar!- Gra,s3
Methods o+ 0ata Colle-tion@
For &1 s%r0'1 I ,a0' +o##'+!'d da!a !,ro%(, U%'s!"onna"r'3
0ATA ANA4SIS AN0 INTERPRETATION U<3 W,a! !1' o$ a++o%n! 1o% ,a0' "n HDFC Ban2
93
3%2% 15%
Savings Account Current Account Salary Account
80%
Other
In!'rr'!a!"on O%! o$ < r'sond'n!s !,a! I ,a0' !a2'n $or &1 s%r0'1 r'sond'n!s ,a0' sa0"n( a++o%n!- <@ ,a0' +%rr'n! a++o%n!- > ,a0' sa#ar1 a++o%n! and = r'sond'n!s ,a0' o!,'r a++o%n! w,"+, "n+#%d' NRI and $"6'd d'os"! a++o%n! "n !,' .an23 I! &'ans !,a! !,' .an2 ,as a 0'r1 (ood a&o%n! o$ sa0"n( a++o%n! +%s!o&'rs as +o&ar' !o !,' o!,'r a++o%n!3
94
U=3 S"n+' ,ow #on( 1o% ar' ,a0"n( a++o%n! "n HDFC Ban2
15%
33%
01 !ear 27%
25%
12 !ears 23 !ears 3 !ears " a#ove
In!'rr'!a!"on O%! o$ < r'sond'n!s >> ,a0' !,'"r a++o%n! "n HDFC Ban2 $ro& !,' #as! > 1'ars and &or'3
U>3 A++ord"n( !o 1o% w,a! "s &or' +on0'n"'n! wa1 $or .an2"n(
10% $ranch $aning 90%
&igital $aning
In!'rr'!a!"on W,'n !,' +%s!o&'rs ar' as2'd a.o%! !,'"r r'$'r'n+' .'!w''n .ran+, .an2"n( and d"("!a# .an2"n( +%s!o&'rs r'$'rr'd d"("!a# .an2"n( and < +%s!o&'rs r'$'rr'd .ran+, .an2"n( as a &od' o$ !,'"r .an2"n( !ransa+!"on3 A.o0' (ra, r'0'a#s !,'"r r'$'r'n+'s $or !,' .o!,3
95
U?3 Do 1o% %s' D"("!a# Ban2"n( S'r0"+'s o$ HDFC Ban2
!es 'o
100%
In!'rr'!a!"on O%! o$ !,' < r'sond'n!s a## !,' < o$ !,'& %s' d"("!a# .an2"n( s'r0"+'s o$ HDFC .an23
U@3 W,a! ar' 1o%r r'asons $or +,oos"n( o%r D"("!a# .an2"n( s'r0"+'s 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
60
80
68
0
In!'rr'!a!"on
96
O%! o$ !,' < r'sond'n!s %s' d"("!a# .an2"n( s'r0"+'s $or +on0'n"'n+'- %s' !o sa0' !"&' and %s' d%' !o =? ,o%r a++'ss3 U3 W,"+, D"("!a# .an2"n( s'r0"+'s do 1o% %s' a! HDFC Ban2 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
75
60
24
4
100
In!'rr'!a!"on O%! o$ !,' < r'sond'n!s :@ o$ !,'& %s' "n!'rn'! .an2"n(- o%! o$ < %s' &o."#' .an2"n(- =? o$ < %s' ,on' .an2"n(- ? o$ < ar' %s"n( "ns!a a#'r!s9s&s98%'r1- and a## !,' < o$ r'sond'n!s %s' ATM s'r0"+'3 U:3 For w,a! %ros' 1o% %s' D"("!a# .an2"n( s'r0"+'s a! HDFC Ban2 100% 80% 60% 40% 20% 0%
y ne
90
r *e ns a )r
(o
45
78
36
0
e nc $ala
ils ta e & +o
e, lat an re
0
y er -u
In!'rr'!a!"on O%! o$ !,' < r'sond'n!s %s' d"("!a# .an2"n( s'r0"+'s $or &on'1 !rans$'r- ?@ %s' !o a1 ."##- : %s' !o ('! .a#an+' d'!a"#s- > %s' $or r'+,ar('3 97
U3 Ar' 1o% awar' a.o%! HDFC Ban2 D"("!a# In"!"a!"0's "3'3 Go d"("!a#
45%
55%
!es 'o
In!'rr'!a!"on As s,own "n !,' a.o0' "' +,ar! ?@ r'sond'n!s o%! o$ < ar' awar' a.o%! HDFC .an2 Go d"("!a# "n"!"a!"0' w,"#' @@ o$ !,'& ar' no! awar'3
U3 W,"+, D"("!a# In"!"a!"0' o$ HDFC 1o% 2now a.o%! 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
88.88
78.33
28.88
44.44
In!'rr'!a!"on
98
O%! o$ < r'sond'n!s !,a! I ,a0' !a2'n $or &1 s%r0'1 aro6"&a!'#1 @@ +%s!o&'rs do no! 2now a.o%! Go d"("!a# "n"!"a!"0' .'+a%s' !,'1 ar' no! &%+, awar' a.o%! !,"s $a+"#"!13 ?@ o$ !,'& ar' awar' a.o%! so&' "n"!"a!"0' and o%! o$ !,os' ?@ +%s!o&'rs 3 2now a.o%! Pa1Zaa- :3>> 2now a.o%! C,"##r- =3 2now a.o%! D"("!a# wa##'!- and ??3?? 2now a.o%! Wa!+, .an2"n(3
U<3 Do 1o% %s' HDFC Ban2 Go D"("!a# .an2"n( s'r0"+'s
40% !es
60%
'o
In!'rr'!a!"on O%! o$ < r'sond'n!s ? o$ !,'& %s' HDFC Ban2 Go D"("!a# .an2"n( s'r0"+'s and do no! %s' "!3
U<<3 Do 1o% !,"n2 HDFC Ban2 .an2"n( s'r0"+'s ,as "&ro0'd !,ro%(, D"("!a#"4a!"on
2%
98%
!es 'o
99
In!'rr'!a!"on O%! o$ < r'sond'n!s !,"n2s !,a! d"("!a# "4a!"on "&ro0'd !,' .an2"n( s'r0"+'s o$ HDFC .an2 and = o$ !,' r'sond'n!s do no! !,"n2 !,a! d"("!a#"4a!"on ,as "&ro0'd !,' .an2"n( s'r0"+'s3
U<=3 P#'as' ra!' !,a! ,ow &%+, D"("!a#"4a!"on ,as "&ro0'd !,' Ban2"n( S'r0"+'s
18%
14%
5 Stars 4 StA/S 3 Stars
68%
2 Stars 1 Star
In!'rr'!a!"on O%! o$ < r'sond'n!s s!ars3
U<>3 W,a! "s 1o%r #'0'# o$ sa!"s$a+!"on w"!, HDFC Ban2 D"("!a# S'r0"+'s
100
2% 33%
ully Satise, Satise,
65%
Soehat satise, 'ot satise,
In!'rr'!a!"on Sa!"s$a+!"on #'0'# "s 0'r1 "&or!an! $or !,' d"r'+! .an2"n( +,ann'# o$ .an23 In a.o0' (ra, w' +an s'' !,a! @ C%s!o&'rs ar' sa!"s$"'d w"!, HDFC .an2 d"("!a# s'r0"+'s>> +%s!o&'rs ar' $%##1 sa!"s$"'d and on#1 = ar' so&'w,a! sa!"s$"'d3 I! "nd"+a!'s !,a! HDFC .an2 +%s!o&'rs ,a0' ,"(, sa!"s$a+!"on #'0'# $ro& !,' s'r0"+'s !,'1 ('!3
101
1IN0INGS In o%r s!%d1 w' $"nd !,a! < r'sond'n!s ar' awar' w"!, !,' ATM $a+"#"!1 %s' !,"s $a+"#"!1 and aro%nd :@ o$ !,'& %s' "n!'rn'! .an2"n(- %s' &o."#' .an2"n(- =? %s' ,on' .an2"n(3 B%! !,' awar'n'ss o$ Ins!a 8%'r1 "s on#1 ?3
Mos! o$ +%s!o&'rs .'#"'0' !,a! D"("!a# .an2"n( "s &or' +on0'n"'n! wa1 $or .an2"n( and &os! o$ !,'& %s' d"("!a# .an2"n( "n o rd'r !o sa0' !"&' and a#so as "! ,as =? ,o%r a++'ss3 C%s!o&'rs %s' d"("!a# .an2"n( s'r0"+'s a! HDFC .an2 &os!#1 $or &on'1 !rans$'r- !o a1 ."##- $or r'+,ar('- on#"n' s,o"n(3 HDFC .an2 ro0"d's 0'r1 8%"+2 s'r0"+'s !o "!s +%s!o&'rs3 Mos! o$ r'sond'n!s w,o ar' no! %s"n( !,' Go D"("!a# "n"!"a!"0's o$ !,' .an2- "! "s .'+a%s' !,'1 ar' no! &%+, awar' a.o%! !,' "n"!"a!"0's o$ !,' .an23 T,' +%s!o&'r ar' %s"n( !,' d"("!a# .an2"n( s'r0"+'s $or $'w %ros' "! &'ans !,' %s' o$ !,' d"("!a# .an2"n( +,ann'# "s #"&"!'d $or $'w !ransa+!"on3 Mos! o$ r'sond'n! w,o ar' %s"n( !,' d"("!a# .an2"n( s'r0"+'s ar' sa!"s$"'d w"!, !,' s'r0"+' o$ !,' .an2 $or !,' ar!"+%#ar d"("!a# .an2"n( s'r0"+'3 T,' r'sons' o$ !,' r'sond'n!s "nd"+a!'s !,a! d"("!a#"4a!"on ,as a (ood and os"!"0' "&a+! on !,' .an2"n( s'r0"+'s3 A++ord"n( !o !,' r'sons' o$ !,' r'sond'n!s "! s,ows !,a! d"("!a#"4a!"on "&ro0'd !,' .an2"n( s'r0"+'s 0'r1 &%+, $or !,' +%s!o&'rs3
102
CONC4USION
SUGGESTION 103
T,o%(, !,' D"("!a# Ban2"n( "s an '$$'+!"0' !oo# .%! &an1 o$ !,' +%s!o&'rs ar' no! %s"n( "! d%' !o !,' awar'n'ss o$ !,' ar!"+%#ar d"("!a# .an2"n( s'r0"+'s3 Now !,' r'sons"."#"!1 #"'s w"!, !,' .an2 !o &a2' !,'& awar' a.o%! 0ar"o%s D"("!a# .an2"n( +,ann'#s !,ro%(, %.#"+"!1 and ad0'r!"s'&'n!
Ban2 s,o%#d 'd%+a!' !,' +%s!o&'r a.o%! !,' %sa(' o$ d"("!a# .an2"n( s'r0"+'s and a#so a.o%! !,'"r ad0an!a('s3 T,"s wo%#d ro&! !,' +%s!o&'rs !o s,"$! $ro& !rad"!"ona# .r"+2 and &or!ar +,ann'#3
I! ,as .''n o.s'r0'd !,a! '0'n !,' +%s!o &'rs w,o 2now a.o%! d"("!a# .an2"n( s'r0"+'s ar' no! %s"n( !,"s $a+"#"!1 d%' !o &"s+on+'!"on and #a+2 o$ "n$or&a!"on3 T,'s' +%s!o&'rs s,o%#d .' !ar('!'d .1 !,' .an2 and &%s! .' +on0"n+'d !o %s' !,' sa&'3
T,' r's%#! o$ !,' s!%d1 s,ow !,a! +%s!o&'rs ar' %s"n( on#1 $'w s'r0"+'s o$ 0ar"o%s d"("!a# .an2"n( s'r0"+'s 7 $or '6a&#' ATM $or 0"'w .a#an+' and +as, w"!,drawa# '!+3 T,o%(, d"("!a# .an2"n( ro0"d's a $%## (a&%! o$ 0ar"o%s s'r0"+'s3 C%s!o&'r s,o%#d .' &ad' awar' o$ !,'s' s'r0"+'s and &%s! .' 'n+o%ra('d !o %s' !,' sa&'3
T,' .an2 &a1 "&ro0' '6"s!"n( $a+"#"!"'s "n r%ra# ar'as !,ro%(, ad0'r!"s"n(- sr'ad awar'n'ss a.o%! +o&%!'r and "n!'rn'! .an2"n(3
T,' .'s! wa1 !o &o!"0a!' !,' +%s!o&'r !o %s' d"("!a# .an2"n( "s &or' '$$"+"'n! +%s!o&'r +ar' s'r0"+'3
4IMITATIONS
104
T,'r' ar' +'r!a"n #"&"!a!"ons o$ !,"s ro5'+! r'or! w,"+, ar' #"s!'d .'#ow3
T,"s s!%d1 "s #"&"!'d on#1 !o !,' +%s!o&'rs o$ !,' HDFC .an2- L%+2now3
T,' r'sons's o$ !,' +%s!o&'rs &a1 .' ."as'd3
Sa&#' s"4' "s #"&"!'d !o <3
/I/4OGRAP2 105
APPEN0I 106
uestionnaire
NAMEXXXXXXXXXXXXXX GENDERXXXXXXXXXXXX33 AGEXXXXXXXXXXXXXX OCC/PATIONXXXXXXXX333333 EMAIL IDXXXXXXXXXXXX
U<3 W,a! !1' o$ a++o%n! 1o% ,a0' "n HDFC Ban2 Sa0"n(s a++o%n! Sa#ar1 a++o%n!
C%rr'n! a++o%n! o!,'r )#'as' s'+"$1*
U=3 S"n+' ,ow #on( 1o% ar' ,a0"n( a++o%n! "n HDFC Ban2 J < 1'ar
< J = 1'ars
= 7 > 1'ars
> 1'ars ; a.o0'
U>3 A++ord"n( !o 1o% w,a! "s &or' +on0'n"'n! wa1 $or .an2"n( Bran+, Ban2"n(
D"("!a# Ban2"n(
U?3 Do 1o% %s' D"("!a# Ban2"n( S'r0"+'s o$ HDFC Ban2
107
's
No
U@3 W,a! ar' 1o%r r'asons $or +,oos"n( o%r D"("!a# .an2"n( s'r0"+'s Con0'n"'n+'
To sa0' !"&'
=? ,o%r a++'ss
S'+%r"!1 r'asons
U3 W,"+, D"("!a# .an2"n( s'r0"+'s do 1o% %s' a! HDFC Ban2 In!'rn'! Ban2"n(
Mo."#' Ban2"n(
P,on' Ban2"n(
Ins!a A#'r!s9SMS9U%'r1
ATM
U:3 For w,a! %ros' 1o% %s' D"("!a# .an2"n( s'r0"+'s a! HDFC Ban2 Mon'1 Trans$'r
Pa1 B"##
Ba#an+' D'!a"#s
R'+,ar('
Loan r'#a!'d U%'r1
Ord'r C,'8%' .oo2
o!,'r )#'as' s'+"$1*
U3 Ar' 1o% awar' a.o%! HDFC Ban2 D"("!a# In"!"a!"0's "3'3 Go d"("!a# 's
No
U3 W,"+, D"("!a# In"!"a!"0' o$ HDFC 1o% 2now a.o%!
108
Pa1 Za
C,"##r
D"("!a# Wa##'!
Wa!+, Ban2"n(
U<3 Do 1o% %s' HDFC Ban2 Go D"("!a# .an2"n( s'r0"+'s 's
No
U<<3 Do 1o% !,"n2 HDFC Ban2 .an2"n( s'r0"+'s ,as "&ro0'd !,ro%(, D"("!a#"4a!"on 's
No
U<=3 P#'as' ra!' !,a! ,ow &%+, D"("!a#"4a!"on ,as "&ro0'd !,' Ban2"n( S'r0"+'s @ S!ars
? S!ars
> S!ars
= S!ars < S!ar
U<>3 W,a! "s 1o%r #'0'# o$ sa!"s$a+!"on w"!, HDFC Ban2 D"("!a# S'r0"+'s F%##1 Sa!"s$"'d So&'w,a! Sa!"s$"'d
Sa!"s$"'d No! Sa!"s$"'d
U
