General Banking Activities of Mercantile Bank Limited

Page 1 of 53 1. 0. Introduction Now a day present world especially the Asian countries are going through an economic recession. Though the Asian economic crisis began few years back and it is somehow tackled today but the 11 September incident aggravated the disorder in the economic infrastructure of our country. Our economy is much dependent on foreign aids. The World Trade Centre incident created a negative impact on our economy as the foreign aids to Bangladesh have been reduced a lot. Therefore the government is trying to deal the economic crisis by generating revenue internally.In this aspect the importance of the financial sector, particularly banking sector is emphasized. But the banking sector of our country is already overburdened with huge amount of classified loans. Government tries to improve the situation. Mercantile Bank Limited was incorporated in Bangladesh as a Public Limited Company with limited liability under the Bank Companies Act 1991on 20 May 1999 and commercia l operation on June 1999. The Bank went for public issue of shares on in 2003 and its shares are listed with Dhaka Stock Exchange and Chittagong Stock Exchange. 1. 1. Origin of the Report:This report has been prepared as a requirement of the internship program based upon the Mercantile Bank where my organization supervisor is Anjon Azad, senior executive officer, Dhanmondi Branch, Mercantile Bank Ltd. And my institution supervisor is Abdullah Mohammed Ibrahim Department of Business Administration, Northern University, Bangladesh. My institute supervisor duly approved the topic decided for doing the report. Since the BBA program is an integrated, practical and theoretical method of learning, the students of the program are required to have practical exposure in any kind of business organization in last term of this course.Page 2 of 53 1. 2. Background of the Report: Business world is becoming very much complex day by day. Without sufficient practical experience business become diffic ult and in some cases impossible. The whole world is moving because of Business relation. Business plays a very important role in developing economy of a country. So, in the business world practical experience is regarded as a media through home we have an acquaintance with the real world.As a BBA program is integrated theoretical and practical method of teaching students of this program are required to have practical exposure in own different major discipline in the presiding years of their courses. I was authorized to prepare a report on General Banking Activities of Mercantile Bank Limited, for partial fulfillment of my course requirement. 1. 3. Objective of the Report: This paper is prepared with a view to highlight my three months period banking experience through the analysis of products and services available at Mercantile Bank. The objectives of this report are: To get an overall idea about Mercantile Bank. ? Gather potential knowledge about general banking of MBL. ? To show available product and services. ? To analysis the unique features of MBL. ? To identify the strength, weakness, opportunity and threats for MBL. ? To suggest ways of improving the service quality that accommodates a rapidly growing customer volume. Page 3 of 53 1. 4. Methodology of the study Data collection: Source of data of this report can be divided into two categories: Primary source: The method of collecting primary data will be mostly limited to formal and informal interviewing.I have planned to interview top level (in-charge of the division), mid level managers to gain insights of their ways of doing business. I understand that they are important and busy people. Therefore my interview schedule will be subject to their availability. Secondary source: As for collecting secondary information. I will review any and all related publication available to me such as Banks annual report, brochures etc. Moreover. I will also use the internet to visit bank? s global website and other related web pages for any information related to my study. 1. 5. Scope of the reportI have worked as an internee in Mercantile Bank (Dhanmondi branch), which is one of the most successful banks in our country. When I was there I worked in different sections of this Bank. These were Account opening section, Collection & Clearing section, Cash section and accounts section. The main scope of this study is the findings regarding MBL? s products & services availability & techniques. Many aspects of the operation & product diversification along with the production technology of MBL could be adopted by our planners to design our banking sector into a real effective one.This report may act like a guide in revealing some of the important aspects of MBL. Page 4 of 53 1. 6. Limitation of the report ? Limitation of time was one of the most important factors that shortened the present study. Due to time limitation many aspects could not by discussed in the present study. ? Availability of critic al information is crucial to my analysis. Some of the information can be deemed too confidential by the management, especially the ones regarding corporate strategies, information on matrix system or credit scoring method and strategies they follow to hold its competitiveness in the market.Hence, access to that information will be restricted, which may limit the scope of my analysis. As I had more dependencies on the primary sources , so there might be some level of inaccuracy with those collected information through adequate verification and crosschecking was used to minimize the error level . Page 5 of 53 A bank is a financial institution that accepts deposits and channels those deposits into lending activities. Banks primarily provide financial services to customers while enriching investors. Government restrictions on financial activities by banks vary over time and location.Banks are important players in financial markets and offer services such as investment funds and loans. B anks borrow money by accepting funds deposited on current accounts, by accepting term deposits, and by issuing debt securities such as banknotes and bonds. Banks lend money by making advances to customers on current accounts, by making installment loans, and by investing in marketable debt securities and other forms of money lending. Banks provide almost all payment services, and a bank account is considered indispensable by most businesses, individuals and governments.Banks borrow most funds from households and non-financial businesses, and lend most funds to households and nonfinancial businesses. 2. 1 Background of Mercantile Bank Limited (MBL) Banking system occupies an important place in a nation? s economy. A banking institution is indispensable in a modern society. It plays pivotal role in the economic development of a country. Against the background of liberalization of economic policies in Bangladesh, Mercantile Bank is a well known Bank in our country and the one, believe in „service to client with efficiency?.Within a short period of its operation the bank has already gained a confidence in the minds of its clients. The success is primarily attributed to bold decisionmaking, efficient and cordial services, economic use of resources and introduction of new financial products and technologies . The continued endeavors of the Management and Staff of the Bank under prudent guidance and timely support of the Board of Directors have substantially contributed to success of the Bank. Mercantile Bank Ltd. s committed to provide high quality services to its constituents through different financial products and profitable utilization of fund and contribute to the growth of GDP of the country by financing trade and commerce, helping industrialization, boosting export, creating employment opportunities for the educated youth and encouraging micro-credit leading to poverty alleviation and improving the quality of life of the people and thereby contributing to the overall socio-economic development of the country. During this short span of time the MBL has been successful to position itself as a progressive and dynamic financial institution in the ountry. The MBL has been widely acclaimed by the business community, from small entrepreneurs to large traders and industrial conglomerates, including the top rated corporate borrowers for forwarding-looking business outlook and innovative financing Page 6 of 53 solutions. Thus within this very short period of time it has been able to create an image for itself and has earned significant reputation in the country? s Banking Sector as a bank with vision 2. 2 Vision: â€Å"Would make finest corporate citizen† 2. 3 Mission Will become most caring, focused for equitable growth based on diversified deployment of resources, and nevertheless would remain healthy and gainfully profitable bank. 2. 4 Objectives . Strategic Objectives To achieve positive Economic Value Added (EVA) each year. To b e market leader in product innovation. To be one of the top three financial institutions in Bangladesh in terms of cost efficiency. To be one of the top five financial institutions in Bangladesh in terms of market share in all significant market segments we serve. . Financial Objectives To achieve a return on shareholders? equity of 20% or more, on average.Core Values For customers: ? Providing with caring services by being innovative in the development of new banking products and services. For Shareholders: ? Maximizing wealth of the bank. For the employees: ? Respecting worth and dignity of individual employees devoting their earnings for the progress of the bank. Page 7 of 53 2. 5 Mercantile Bank at a Glance: Page 8 of 53 2. 6 Milestones in the development of the organization Page 9 of 53 2. 7 Management Structure of MBL The bank is proud to have exemplified the true concept as „Banglar Bank?. The Bank launched several financial products and services since its inception.Amo ng them Page 10 of 53 3. 0 Overview of Dhanmondi Branch, of MBL. Mercantile Bank Ltd. Dhanmondi Branch started its journey since 1999. It is the 2nd branch from the establishment. This branch is the second largest branch also. This branch is situated in Dhanmondi, Road number 27, House name- Sima Blossoms, 1st floor. Recently this branch shifted to this new office premises for providing better services to the customers. This branch is an authorized dealer of foreign exchange trade. The branch In-Charge is an Executive Vice President (EVP). Dhanmondi Branch is situated in a prime location of Dhanmondi area.This is a busy and important area of Dhaka city. Mercantile Bank Dhanmondi Branch has a good reputation through the customers of Dhanmondi and some other nearest areas. The total number of accounts and other deposits schemes are increasing day by day. Customers are very satisfied with the services of this branch. As a result this branch has become an icon branch of this area. Merca ntile Bank Dhanmondi Branch is working for strengthen the economy of the country. 3. 1 Departments of Dhanmondi Branch: Mercantile Bank Dhanmondi Branch has three main departments and it has some other sub departments also. A.General Banking Department i. Account opening ii. Clearing iii. Cash iv. Card division etc. v. FDR B. Credit Department C. Foreign Exchange Department Page 11 of 53 3. 2 MBL Dhanmondi Branch Hierarchy: Figure: MBL Dhanmondi Branch Hierarchy. At branch level all the decisions are taken by the branch manager. But rules and regulations are set at the Head Office. Branch manager has supreme power to final disbursement of the facility to the customer. Assistant vice president coordinates all the function of the branch as Manager-Operation. Executive Vice President (Branch) Manger (Branch)Manger )))))))))))Manager)Vice President (Manager) Operation Assistant Vice President First Assistant Vice President Principal Officer Senior Executive Officer Executive Officer Pro bationary Officer Assistant Officer Page 12 of 53 Figure: Depicts departments of the MBL MERCANTILE BANK LIMITED DHANMONDI BRANCH LIST OF EXECUTIVES & OFFICERS Total Number of Executives & Officers 47. SL. NO DESIGNATION NUMBER OF OFFICERS 01 Executive vice precedent(EVP) 01 02 Vice precedent (VP) 01 03 First vice precedent (FVP) 01 04 Assistant vice Precedent (AVP) 02 05 First assistant vice precedent (FAVP) 05 06 Principal officer (PO) 03 7 Senior executive officer (SEO) 05 08 Executive officer (EO) 07 09 Probationary officer (Prob. Off) 02 10 Officer (OFF) 08 11 Assistant officer (AO) 07 12 Trane assistant officer (TAO) 05 Page 13 of 53 Dhanmondi Branch Sima Blossom House No. 390 (Old), 03 (New) Road No. 27 (Old), 16 (New) Dhanmondi R/A, Dhaka -1209 Phone : 9130500, 9142691 Mobile : 01755-500192 Fax : 88-02-8126768 HOB: Syed Ahmadul Karim, EVP 3. 3 Yearly profit performance of Dhanmondi Branch: ( BDT in million ) 2009 2010 2011 102. 91 123. 54 138. 89 Table – 17: Profit of Dhanmondi branch Fig – 10:Profit of Dhanmondi branchInterpretation : The figure shows that the profit of the Dhanmondi branch in year 2009 is 102. 91 which increases at a higher rate in 2010 is 123. 54 and we follow on graph 2011 is profit 138. 89 million. Page 14 of 53 4. 0 Internship duties and responsibilities As partial requirement of BBA Program I get attached Mercantile Bank Ltd (MBL). To complete my internship program and it? s really a great opportunity for me to acquire practical knowledge and experiences from such a renowned bank. My internship period started at 1st March to 31 May 2012 in Bank ( Dhanmondi Branch).In this time it was very important for me where practical experience gathered. Those 3 months of Internship program I have learned about general banking and especially emphasis on loan & advances on MBL (Dhanmondi Branch) 4. 1 Nature of the job The 3 months of my internship program I was required to learn various types of banking tasks, which assigned by the officers of different department. In this period I am working with all departments but in a major portion of time I spend in general banking departments . Reception is the department in which the first interaction between the customer and the bank takes place.Since the first impression is the long lasting impression, the quality, customization and response time of this department is very important. Different types of activities are conducted here. My daily working hour started at 10:00am as banking hour started and ends normally 6:00pm or more. My daily task was as follows: ? Opening new accounts ? Issuing pay-order, ? Deliver ATM card, ? Issuance & Activation of ATM card, ? Providing Deposit book 4. 2 Opening new accounts: The relationship between the bank and its customer starts with opening an account. There are different types of accounts considering different customer types and requirements.Savings account Current account Short Term Deposit (STD) account Fixed Deposit Recei pt (FDR) account The following formalities must be completed by the customer of MTBL. ? Application on the prescribed form. Page 15 of 53 ? Furnishing photograph. ? Introduction by an account holder ? Transaction profile form ? KYC form ? Putting specimen signatures in the specimen card. ? Mandate if necessary. After fulfilling the above formalities, SJIBL provides customers a pay in slip book and cheque book. 4. 3 Issuing pay-order: Pay order is always account payable.At first, the applicant fill up the form than pays the amount of a Pay Order. At the same time, PO is used to send money within the clearing area only. When it will be posted than write in Pay Order Block correctly. 4. 4 Deliver ATM card: When issued a ATM card than inform the customer by phone call for receiving his/her ATM card with Pin no. 4. 5 Issuance & Activation of ATM card: When an applicant applies for an ATM card then it must be issued to ATM department. After issuing card when will it receive then after 24 hours it will be active. 4. 6 Providing Deposit book: A deposit slip is needed to deposit money in an account.The customer service department provides deposit slip to the customer. 4. 7 Analysis of Data used in the office A bank has different types of statements where I analyzed some of the documents like list of statements of general banking division; Statement of General Banking Division: These is one kind of statement, which must be produced from the general banking division on a regular basis such as daily position statement, statement of affaire, income tax on Page 16 of 53 profit, VAT on banking service, VAT on LC etc. these statements are generally produced on daily, monthly, weekly basis 4. 8 Learning pointsDuring my 3 months internship program I have learned different kinds of things which are as follows; 4. 9 New account opening system: There are different types of accounts considering different customer types and requirements. Savings A/C, Current A/C, Fixed Deposit (FDR) , STD A/C. Being fulfilled the above requirements; a new account is opened through the software â€Å"Flora†. An ID is created for the account holder (In case of Individual? s account or Organization? s), or one ID each for each of a joint account. One person/organization can have only one ID using which he/it can have several accounts.When created Customer ID then add amount of deposit, if it is current or saving then the introducer? s information also necessary. When giving all information properly then this record will be saved on software â€Å"Flora† and a account serial number will be given 4. 10 Issue of new check book: Issues of check book have several steps. When a account is open then account holder receive a thanks letter. Then we verify his/her signature and issue a check book but its deferent criteria for a old account holder. He/she just give a requisition for a new check book if previous book is finished. . 11 ATM card: I also learned about how to a ATM card issue and how to active. First I prepare ATM form then verified the signature. After verification I send it to IT department for issuance. After issue ATM card I just send a activation letter on IT department after 24 hours then it will be active. Page 17 of 53 4. 12 Pay order In a pay order first the form should be fill up where it issued, amount of money, the name of client. After that the vat and commission will included. When received cash then the pay order block prepared where in front of the page in block letter â€Å" NOT OVER .TK ONLY† was written. 4. 13 KYC form competition KYC stands for Know Your Customers. In that form the clients full information? s are given like earning source, which documents they submitted for their identification, amount of money deposited/withdraw in a month. 4. 14 Besides of these I have learned the following things ? During my internship in MTBL, I have learned how to maintain discipline. ? During my internship period, I found every body follow strict timeout. Every employee enter the office at right time, or before the right time and also leave office at due time.Nobody can leave office at least 6. 30pm. Every works perform in time. ? I have learned how to handle the customers in an efficient way and make a good relationship for office purpose. Page 18 of 53 5. 0 General Banking of mercantile Bank limited at Dhanmondi Branch General Banking is the heart of banking business. This is the primary and important department of a branch. Though it is a very complex process but the officers of Dhanmondi Branch? s are provides excellent service. For this the customers of this branch are very satisfied for operating their account in this branch.Activities of General Banking Department In Dhanmondi Branch General Banking consists: ? Account Opening Section ? Deposit section ? Remittance Section Cash Section ? Clearing Section ? Accounts Section ? Check Book Issue Section ? Locker Section 5. 1 Account Opening Section Acco unt opening is the gateway for clients to enter into business with bank. It is the foundation if banker customer relationship. By open account bank collect deposit form individual. And deposit is the lifeblood of Banking Business. Various rule and regulation Page 19 of 53 are maintained for open an account.A customer can open different types of deposit account through this section. Such as, 1. Demand Deposit Account a) Current Deposit Account (CD A/C) b) Savings Banks Account (SB A/C) 5. 1. 1 Current Deposit Account (CD A/C) While opening Current Deposit (CD) account, Branch shall follow detail procedures including KYC (Know Your Customer) as stated under â€Å"General Procedure for opening Bank Account† Balance in Current Deposit Accounts is payable on demand and thus the A/C holder is allowed to deposit and withdraw any sun of money from his / her/ their account any time within transaction hours.No interest is paid in Current Deposit Account. Persons / Concerns Eligible for Opening Current Deposit Account (CD A/C) Current Deposit Account is suitable for business transactions because of no restriction on withdrawal either in amount or frequency. Branch may open a Current Deposit Account in the name of: o Individuals o Two or more persons jointly o Sole Proprietorship o Partnership Firms o Limited Companies (Both Public and Privet) o Societies / Clubs / Associations o Govt. / Semi Govt. Offices / Corporations o Others ? Introduction of Current Deposit AccountBank, for opening of new CD account may accept introduction from another CD / STD / SB account holder having prolonged relationship with the bank and track of satisfactory transactions. Introduction by a reputed person of the locality is also acceptable. ? Initial and Minimum Deposit for Current Deposit Account Page 20 of 53 New Current Deposit Account is to be opened minimum deposit of BDT 5,000 in Urban Branch and BDT 2,000 in Rural Branch, which will be treated as minimum balance in respective ac count and balance should preferably be maintained always.Branch shall recover Commitment Fees @ BDT 500 from CD A/C twice a year, provided it does not run below the minimum balance at any time for any reason whatsoever. a) Savings Bank Account (SB A/C) This account has been designed and developed for individual savers and as such it is not usually suitable for business concerns as there are restriction of withdrawal in both amount and frequency. Savings Account may be opened in the name of: Individual Two or more individual (joint) who are not partners Clubs / Societies / Association / non-profit organization.Introduction: Savings A/C may be introduced by a running CD / STD / SB Account holder, who have sufficient balance and satisfactory transaction in the accounts. Banks Officials may introduce SB Accounts mentioning their power of Attorney (PA) provided they know the person very well. The branch, while opening a savings A/C, shall follow derail procedure including KYC formalities embodied in the â€Å"General Procedure for opening Bank Account† 5. 1. 2 Initial Deposit: For savings Bank account in Urban Areas is BDT 1,000 and in Rural Areas is BDT 500. InterestIn savings A/C shall be paid on daily product basis but no interest in savings account is payable for the month if balance in the account falls below BDT 10,000 on any day during the month. Besides above, interest shall not be paid in SB A/C for the particular month, when withdrawal in account is more then twice in a week or amount withdrawn in a single cheque exceeds 25% of balance of the account. 5. 1. 3 Time Deposit Account a) Short Term Deposit (STD) b) Fixed Deposit Reset (FDR) c) Scheme Deposit Accounts Page 21 of 53 Double Benefit Deposit Scheme (DBDS) Family Maintenance Deposit (FMD) Monthly Savings Scheme (MSS)Quarterly Benefit Deposit Scheme 1. 5 Times Benefit Deposit Scheme Advance Benefit Deposit Scheme (ABDS) N: B: Savings Banks Account (SB A/C) is also taking a time deposit account . a) Short term Deposit (STD) A/C STD A/C is middle in CD & SB A/C. By this, Account holder can make transaction in his / her wish as a current account but he or she gets some interest. The rate of interest is 5% per annual. This interest is paid on daily basis. Initial deposit for opening STD A/C is BDT 50,000. In STD A/C maintained average balance 1 lac. If it is not maintained in any month of the year then no interest is provide in this month of this year. ) Fixed Deposit Rate (FDR) Opening FDR A/C: Bank opens FDR who is Bangladeshi Citizen. And the minimum amount is BDT 10,000. Bank provides a FDR form, Customer need to fill up this form properly. Than the in charge officer chick the form properly, main things is Date and Amount, Maturity Date, Interest Rate, Source of Fund, Customer Signature and one copy passport size photograph of both account holder and nominee etc. Interest rate Maturity Interest Rate 12 Month and Above 11. 50 % 6 Month 11. 50 % 3 Month 9. 50 % Page 22 of 5 3 Page 23 of 53 5. 2 Rules of Opening an AccountNow-a-days under the strict monitoring of Bangladesh Bank, there are several criteria that a client must fulfill as he/she/an organization wishes to open an account. The basic criteria are discussed below: ? Account Opening Form (AOF) duly filled & signed ? Signature cards properly signed ? Applicant introduced by an authorized person such as account holder or employee of MTBL or by a respectable person acceptable to the bank ? Two copies of passport sized photographs which are attested by the introducer ? Name of nominee written and photograph of the nominee(s) attested by the applicant Photocopy of passport (attested) or photocopy of National ID card or letter of introduction by the employer or certificate issued by chairman of Union Parishad or Ward commissioner ? TIN (if available) ? Customer transaction profile form properly filled in and signed. ? Apart from proof of identify branch must also obtain proof address to confirm if cu stomers address is genuine. Although this verification partly done through â€Å"Thanks Letter†. ? KYC profile form (properly filled in, signed and approved) for high net worth customers falling under the following criteria: ) New customers whose initial deposit is more than Tk. 50. 00 lac (initial means within one month of A/C opening) ii) Existing customers whose total AUM (Asset under Management) grow to more than Tk. 50 lack for three consecutive months. 5. 2. 1 In The Name of Individual The client has to fill up an account opening form. Terms and conditions are printed on the back of the form. The form contains the declaration clause, special instructions etc. two copies of passport size photograph duly attested by the introducer are affixed with the form. Page 24 of 53 5. 2. In Joint Name In this type, the formality is same as individual account, but in the special instruction clause, either or „survivor? or „former or survivor? clause is marked. 5. 2. 3 Pro prietorship In addition the customer has to submit the valid Trade License and Tax Paying Identification Number (TIN) along with the application. 5. 2. 4 Partnership In case of partnership account, the bank asks for, ? A copy of the partnership agreement (Partnership Deed) ? A letter signed by all the partners containing the following particulars. ? The name and addresses of all partners The nature of the firm? s business ? The name of the partner authorized to operate the account in the name of the firm, including the authority to draw, endorse and accepting the bills and mortgage and sell the properties belonging to the firm. 5. 2. 5 Limited Company On having the desire to open an account from a limited company, an MTBL Bank Officer asks for the following documents: ? Registration Certificate from the Registrar of Joint Stock of Companies ? Certificate of Incorporation ? Certificate of Commencement of Business ? Memorandum of Association ? Articles of Association Copies of Annual Accounts ? Copies of the Board? s resolution, which contains a). The name of the persons who have been authorized to operate the bank account on behalf of the company. b). The name of the persons who are authorized to execute documents with the bank on company? s behalf. 5. 2. 6 Societies, Clubs and Associations In case of these sorts of accounts MTBL requires the following documents: ? Registration Certificate under the Societies Registration Act, 1962 ? Copies of Memorandum, Articles of Association ? Resolution of the Managing Committee. Page 25 of 53 Power of Attorney to Borrow 5. 2. 7 Non-Government Organization (NGO) The account opening procedure is same but in exception is that the Registration Certificate from the Social Welfare Department of Government must be enclosed with the application. 5. 3 Closing Bank Account: Customers may request the branch to close his or her account at any time. Again, the bank or the branch without such request may, by force, close the account of its customer on legitimate grounds procedure for closing accounts in such cases are as under: A. Closing of bank account at customers request:On receipt of customers written application for closing his or her account, authorized official shall (i) ascertain its genuineness through verification of signature on the letter of request (ii) obtain approval of head of branch or manager operation to this affect in collect are unused check leaf from the accountholder to destroy (iv) realize specify amount of closing charge and government duty and other dues from the account The branch, however before closing any account shall up to date interest at prevailing rate in the account of the customer after recovering his or her charges with the bank or govt.B. Forced Closing of Bank Account: Branch at its discretion can closed any account office customer if it is not operated as per banks norm. in such situation, it shall serve a written notice under signature of head of the branch and manager o peration to the customer which request tio closed the account within specified time. If the customer does not turn up in the time the branch shall close the account and send him or her a payment order with balance amount of his or her account by registered mail under a covering letter signed by head of the branch. 5. 4 Payment Order (PO):A Pay Order, similar to a banker's cheque is also payable locally, the only difference is that in case of a pay order, the bank is directing the payee bank to pay the amount mentioned on the pay order to the person/organization so mentioned or his order, i. e. any other person/organization. Both pay orders and demand drafts are used by individuals to make transfer payments from one bank account to another. The main difference between the two Page 26 of 53 is that while a demand draft is a written order directing the payment to be made to a third party outside your city, a pay order is drawn for the third party within your city. . 4. 1 Issue of pay O rder: For issuing pay order branch shall receive from applicant i) Prescribed application form duly filled in and signed and (ii) required amount of cash /cheque. on receipt of above ,branch shall issue PO in the name of the person or organization specified in the application form amount of PO is to be written further on middle top of pay order ship in block figure in addition to writing of the amount in words and figure in the space provided for on the instrument Branch shall create the following entries while issuing pay order against cash or claque or both Debt cash or purchaser account with claque ? Credit bills payable pay order issue ? Credit income account – commission ? Credit vat on banking service 5. 5 Issue of Cheque Book: While issue 1st cheque book to a new customer, branch shall use prescribe fresh printed cheque requesting from properly fill in and signed by the account holder or authorized name and signature. And make sure that no document or information is pe nding. While bank issuing a cheque book shall observe required formalities in three areas as under: Area 1- (In cheque requisition slip or application) A.Verify signature and particular appearing on the application for requisition B. Put his or her initial makes to the signature of the account holder as a prove of verification C. Note down series number of new cheque book in the specific space Area 2- (In cheque book) A. Take out a new cheque book from running stock. B. Make sure that all leaf, including requisition slip inserted within the book are intact Page 27 of 53 C. Write down the title of account and account number on the cover page, requisition slip and account number on the cheque leaf D. Affix seal with name of the branch on each leaf of the cheque books.E. Put initial on given space at right hand top corner of each cheque leaf Area 3- (In cheque issue register) A. Enter name of the account holder, account number & series number of the particular cheque book in the specif ied space B. Put his or her initial in relevant column of requisition from to authenticate the entries After completion of all the above formalities authorized official of the branch shall submit the cheque book together with cheque requisition slip as well as the cheque issue register duly prepared and failed in to the head of the branch manager for further verification and authentication. . 6 Locker Facilities: MBL locker service allows the customers to keep their valuable in a safe and secure place and access their at customer? s convenient times. These strong and heat resistant steel lockers lodged in reinforced concrete steel vault, round the clock security guards, sophisticated anti- burglary alarm system provide maximum protection to the valuables of customers. The service charge is yearly Tk. 1500. Condition: ? An application form must be filled up for gate locker. ? Applicant must have a saving Account. ? 2 copies of PP size photographs of the Applicant. 1 copy of PP size p hotographs of nominee. ? Yearly charge must be paid in advance. ? Security money is refundable at the time of closing. Page 28 of 53 5. 7 Cash & Computer Section: The cash section of MBL deals with all types of negotiable instruments, cash and other instruments and treated as a sensitive section of the bank. It includes the vault, which is used as the store of cash, instruments. If the cash stock goes beyond this limit, the excess cash is then transferred to Bangladesh Bank. Keys to the room are kept under control of cash officer and branch in charge.The amount of opening cash balance is entered into a register. After whole days’ transaction, the surplus money remains in the cash counter is put back in the vault and known as the closing balance. Money is received and paid in this section. Functions of this Section are: ? Receiving cash ? Paying cash ? Issuing vouchers ? Making Proper entries in the ledgers 5. 7. 1 Cash Receipt: ? At first the depositors fill up the Deposit in Slip. There are two types of deposit in slip in this branch. One for saving account and another for current account. ? After filling the required deposit in slip, depositor deposits the money. Officers at the cash counter receives the money, count it, enter the amount of money in the scroll register kept at the counter, seal the deposit in slip and sign on it with date. ? Then this slip is passed to another officer who enters the scroll number given by the cash counter in his/her register along with the amount of the money, sign the slip and keep the banks’ part of the slip. Other part is given to the depositor. ? All deposits of saving account are maintained by one officer and other accounts by another officer. Page 29 of 53 5. 7. 2 Cash Payment: First of the entire client comes to the counter with the check and give it to the officer in charge there. The officer checks whether there are two signatures on the back of the cheque and checks his balance in the computer. After that the officer will give it to the cash in charge. ? Then the cash in charge verifies the signature from the signature card and permits the officer in computer to debit the client’s account by giving posting. A posted seal with teller number is given ? Then the cheque is given to the teller person and he after checking everything asks the drawer to give another signature on the back of the cheque. If the signature matches with the one given previously then the teller will make payment keeping the paying cheque with him while writing the denomination on the back of the cheque. ? If the instrument is free of all kind of error the respected officer will ask the bearer to sign on the back of it. ? He will then put his/her initial beside the bearers’ signature. S/he will also sign it on its face, will write down the amount by red pen and will put on a scroll number from his/her scroll register. ? Then the cheque will be sent to the cash counter. At the cash counter bearer will be asked again to sign on the back of the instrument. The cash officer will then enter the scroll number in his/her register and will pay the money to the bearer. ? At the end of the day these scroll numbers of the registers will be compared to ensure the correctness of the entries. Page 30 of 53 5. 8 Clearing Section When a customer of Mercantile Bank Limited presents an instrument drawn on other bank for collection, the instrument is collected through clearing house of Bangladesh Bank. Mercantile Bank Limited, Local Office takes part in the clearing function on behalf of fifteen branches of Mercantile Bank Limited; functioning inside or outside of Dhaka city.The instruments are sent to those banks through clearing arrangement. Every day two houses are arranged; one in the morning and another in the evening. The evening house is known as return house. Everyday instruments drawn on different banks are sent to the clearing section of Local Office from those fifteen branches. Th e function of the clearing department can be divided into two parts. ? Inward Clearing ? Outward Clearing 5. 9 Bills Section Customers of Mercantile Bank Limited, Local Office submit many instruments in the bills section for collection. Bills section plays a vital role in collecting these bills.The bills submitted for collection can be divided into two categories. 5. 10 FDR & BCD section These are deposits, which are made with the bank for a fixed period specified in advance. The bank needs not to maintain cash reserve against these deposits and therefore, bank gives high rate of interest on such deposits. A FDR is issued to the depositor acknowledging receipt of the sum of money mentioned therein. It also contains the rate of interest and the date on which the deposit will fall due for payment. Page 31 of 53 5. 11 Procedure of Opening Fixed Deposit Account:Before opening a Fixed Deposit Account a customer has to fill up an application form which contains the followings: a) Amount i n figures b) Beneficiary’s name and address c) Period d) Rate of interest e) Date of issue f) Date of maturity g) How the account will be operated ( singly or jointly) h) Signature(s) i) F. D. R. no. j) Special instructions (if any) After fulfilling the above information and depositing the amount, FDR account is opened and a FDR receipt is issued and it is recorded in the FDR Register which contains the following information: a) FDR account no. b) FDR (Fixed Deposit Receipt) no. c) Name of the FDR holder with address ) Maturity period e) Maturity date f) Interest rate 5. 12 Payment of Interest: In case of Fixed Deposit Account the bank does not have to maintain a cash reserve. So Mercantile Bank Limited offers a high interest rate in Fixed Deposit accounts. It is usually paid on maturity of the fixed deposit. NCCBL calculates interest at each maturity date and provision is made on that â€Å"Miscellaneous creditor expenditure payable accounts† is debited for the accrue d interest. Page 32 of 53 5. 13 Interest Rate Rate of Interest varies depending on the period of maturity date. Duration Rate of Interest 3 months 9. 00-9. 25% 6 months 9. 5-9. 50% 12 months 9. 75-10. 50% 24 months 10. 25-11. 25% 36 months 10. 75-11. 50% Table 4: Interest Rate of MBL 5. 14 Renewal of FDR: The FDR becomes automatically renewed for like periods and amounts, unless this are withdrawn by the depositor or, the bank notifies the depositor in writing at least 15 days in advance of the original Or, any renewed maturity date (s) of its desire to terminate the account or change any term and condition of the account. Page 33 of 53 6. 1 Customer Satisfaction Level of MBL Dhanmondi Branch During the Internship I worked in general banking activities of Mercantile Bank Ltd.And learned about the process of opening bank account, and different types of process. When I worked in general banking desk I was also placed in customer relation desk. By working in customer relations desk I o bserved that there was lack of services they provide to customers. That? s why customers are not fully satisfied. So I developed a questionnaire to measure the service quality and customer satisfaction of MBL. In this I have used primary data to analysis level of customer satisfaction on MBL. I collected data from survey through questionnaire; 30 respondents participated in this survey.After collecting data I used SPSS software to get an output which represents the level of customer satisfaction of MBL Dhanmondi Branch. 6. 2 Mercantile Bank uses Modern Equipment. Figure no. 6. 1. 1 This figure shows that the neutral response of the customer is 14. On the other hand the agree respondent is 11 and disagree respondent is 5. Most of the clients represent their opinion neutral. So MBL Dhanmondi Branch should increase their technology based services for customers. Page 34 of 53 6. 3 MBL provides services which is not provided by other bank Figure no. 6. 1. 2In this above figure, most of t he respondents represent their opinion neutral statement. So MBL should improve their service to satisfy customer needs and demands. Page 35 of 53 6. 4 MBL has friendly environment Figure no. 6. 1. 3 This figure shows that the neutral response of the customer is 10. On the other hand the agree respondent is 14 and disagree respondent is 4 and strongly agree respondent is 2. most of the respondents represent agree with this statement. So the customers are satisfied with the environment of Dhanmondi Branch of MBL. Page 36 of 53 6. 5 Customer of MBL feels secure transaction. Figure no. . 1. 4 In this above figure, most of the respondents represent agreed with this statement. So the customer feels secure transaction with Dhanmondi branch. Page 37 of 53 6. 6 MBL provides prompt service to customer. Figure no. 6. 1. 5 This figure shows that the neutral response of the customer is 12. On the other hand the agree respondent is 1 and disagree respondent is 17. Most of the respondents represe nt disagree with this statement. So the customers are not satisfied with the promptness of employee at Dhanmondi Branch of MBL. Page 38 of 53 6. 7 Employees of MBL show sincerity when customers face problem.Figure no. 6. 1. 6 In this above figure, most of the respondents represent disagree with this statement. So, Employees of MBL should increase their sincerity. Page 39 of 53 6. 8 Are you satisfied with the service of MBL? Figure no. 6. 1. 7 In this above figure, most of the respondents represent their opinion neutral statement. So MBL should improve their services to satisfy customer needs and demands. Page 40 of 53 6. 9 Employees of MBL show equal importance to every customer. Figure no. 6. 1. 8 In this above figure, most of the respondents represent their opinion neutral statement.So Employees of MBL should give priority equally to every customer. Page 41 of 53 6. 10 The process of getting service is easy. The procees of getting service is easy disagree nutral agree Frequency 20 10 0 16 5 9 Figure no. 6. 1. 9 This figure shows that the neutral response of the customer is 5. On the other hand the agree respondent is 16 and disagree respondent is 9. most of the respondents represent agree with this statement. So the customers are satisfied with the service delivery of Dhanmondi Branch of MBL. Page 42 of 53 6. 11 Employees of MBL understand specific needs of customer. Figure no. 6. 1. 10In this above figure, most of the respondents represent neutral with this statement. So, employees of MBL should give extra emphasis to understand customer needs. Page 43 of 53 6. 12 Are you totally satisfied with the quality of service of MBL? Figure no. 6. 1. 11 In this above figure, most of the respondents represent neutral with this statement. So employees of MBL should increase their service quality. The 16 number of question show that most of the customer choose MBL for its higher interest rate and branching confinement place Most of the respondent were female the age di stance between them is 20 -34 Page 44 of 53SWOT Analysis: Condition of scheme through SWOT Analysis: Manager should consider several factors when assessing an organizations SWOT analysis presented by extensive competitive environments. Once the strengths, weakness, opportunities and threats have been identified, the management team is then in a position to complete the SWOT analysis by drawing a conclusion about the attractiveness (or unattractiveness) of the organization? s current situation and the need for strategic action. Strengths: ? The customer can draw whole amount of money at a time. ? Terms and conditions are comparatively low. Huge demand from the customer side. ? In case of loan, the interest is comparatively low. ? On-line banking facilities. ? Provides highest interest rate Strong and experienced for level management. ? They have strong reputation in the market. That means they have a brand image. ? MBL has already achieved a goodwill among the clients that? s helps i t to retain valuable clients. Page 45 of 53 Weaknesses: ? MTBL has lack of ATM booth. ? Credit proposal evaluation process lengthy. ? Sometimes untrained employee operates the banking activities. ? No substantive use of annual confidential report to reward or to punish Employee.Hence employee becomes in efficient. ? Some untrained employee operates the banking activities. ? The web site of MBL is not more organized, for that some latest data we cannot collect from the web site. ? The relationship between employees is not very satisfied. But it is very essential for an organization. Opportunities: ? Regulatory environment favoring private sector development ? Wide banking network ? The bank provides the better customer service. ? MBL can use this opportunity to train their employees in specific area ? Low service change and commission than other Bank. To expand the branch Network overall the country. Threats: ? Increased competition in the market for public deposit ? Bangladesh bank sometimes requires private commercial banks to be abide by such rules and regulation which is not suitable every commercial bank. ? Political instability may hamper the environment of the business society. ? Borrowers are having the tendency to be the defaulter. ? Competitors are arising day-by-day. Page 46 of 53 7. 1 Conclusion: From my practical experience, I have reached a concrete conclusion on Mercantile Bank Limited Dhanmondi Branch in a very confident way.I believe that my realization will be in harmony with most of the banking thinkers. It is quite evident that to build up an effective and efficient banking system to the highest desire level computerized transaction is must. The performance of a Banks today competitive business is important. Just few years ago the number of bank was very small. So the competition was not a strong as its today. Things have changed with the emergence of many new banks now the Customers have option to take the one that the best so the current b anking business scenario is simply highly competitive.The performance of Mercantile Bank Limited during the Last twelve years has proved that with strong desire and will power one achieve whatever target he may have. Almost all the leading banks in our country have various Extra facilities in offer for the customers in comparison with other Banks but MBL has succeed in achieving more customer than other competitors. This has been possible only because of strong customer relation and excellent customer service . For Bank general banking is hearts . MBL has emerged as the pioneer of playing key role in the country. Page 47 of 53 7. 2 Recommendation:The Mercantile Bank Limited has achieved success in all sectors and ended up with the highest ever-operating profit, which is much higher than that of preceding year. The profound achievement has been possible because of the able leadership, dedicated and committed service provided by all levels of management and stuff and above all the tru st and confidence that our valued client had reposed in us. For Mercantile Bank, the days ahead will see this institution to achieve greater highest of glory. The bank should develop their communication between employee and customer. The decision making process should be more fast.Internal control system should be improved so as to increase the brunch productivity. Physical and technological facilities should increase in evaluating credit proposals and also in monitoring the recovery of advances. Experienced and expert personnel should be kept within the banks by considering the goal congruence, which will lead to a quality selection of clients in lending money. Decision making authority should be decentralized to some extent to expedite the lending procedure. The Mercantile Bank Limited has provision for internship program, but it is not well organized.Although the officials are very careful and co-operative with the interns, the authority should be more structured. The bank really uses the Internship program to their advantage by rearranging the whole procedure. Now a day? s world is going very fast. Now most of the banks provide online customer service system. So, in order to compete in the world market they should adopt online banking system. One of the business strategies is promotion. Successful business depends how they can promote their products or services to the customer. To improve the business status, the bank should introduce more promotional programs.The products of deposit and investment should be more diversified and modern. Page 48 of 53 References: Kotler, P. (2004), â€Å"Principles of Marketing†, 10th Edition, Pearson Hall Inc, New Jercy Chapter: 7, 8 & 10 (pp 216, 232, 234, 309). Kotler p. & Killer Lane Kavin (2007-2008), â€Å"Marketing Management†, Prentice- Hall Of India Private Ltd, New Dilhi-110001 India, 12th Edition, Chapter 3, 4 & 7 (pp 139, 173, 273, 341, 371, 401, 567, 535) Khan A. R. (2011), â€Å"General Banking Banking System†, 2nd Edition, Islami Bank Tanning & Research Academy (IBTRA), Bangladesh (pp 68, 69).Retrieved from http://marketingteacher. com/lesson-store/lesson-personal-selling. html, accessed on 05-03-2012; 6. 30pm to 8. 00 pm. Retrieved from http://tutor2u. net/business/marketing/promotion. asp, accessed on 05-03- 2012; 6. 30 pm to 8. 00 pm. Retrieved from http://tutor2u. net/business/marketing/promotion. asp accessed on 28-01- 2012; 07. 45 pm to 12. 00 am. Retrieved from http://www. learnmarketing. net/servicemarketingmix. htm accessed on 05- 04-2012; 6. 30 pm to 8. 00 pm. Retrieved from www. mblbd. com accessed on 01-02-2012; 09. 00 pm to 01. 00 am.Mercantile Bank Limited, (2008-2010) â€Å"Annual Report†, Mercantile Bank Limited, 16 Dilkusha commercial area, Dhaka Bangladesh. Zeithaml. A. Valarie (2005), â€Å"Services Marketing†, 4th edition, TATA McGraw Hill Edition, New Delhi, India, Chapter: 1, 12 (pp 22,26,27, 60, 62,355,366). Page 49 of 53 Mercant ile Bank uses Modern Equipment. Frequency Percent Valid Percent Cumulative Percent Valid Disagree 5 16. 7 16. 7 16. 7 Neutral 14 46. 7 46. 7 63. 3 Agree 11 36. 7 36. 7 100. 0 Total 30 100. 0 100. 0 MBL provides services which is not provided by other bank Frequency Percent Valid Percent Cumulative Percent Valid Disagree 3 10. 10. 0 10. 0 Neutral 14 46. 7 46. 7 56. 7 Agree 13 43. 3 43. 3 100. 0 Total 30 100. 0 100. 0 MBL has friendly environment Frequency Percent Valid Percent Cumulative Percent Valid Disagree 4 13. 3 13. 3 13. 3 Neutral 10 33. 3 33. 3 46. 7 Agree 14 46. 7 46. 7 93. 3 Strongly agree 2 6. 7 6. 7 100. 0 Total 30 100. 0 100. 0 Customer of MBL feels secure transaction. Page 50 of 53 Frequency Percent Valid Percent Cumulative Percent Valid Disagree 4 13. 3 13. 3 13. 3 Neutral 7 23. 3 23. 3 36. 7 Agree 18 60. 0 60. 0 96. 7 Strongly agree 1 3. 3 3. 3 100. 0 Total 30 100. 0 100. 0 MBL provides prompt service to customer.Frequency Percent Valid Percent Cumulative Percent Vali d Disagree 17 56. 7 56. 7 56. 7 Neutral 12 40. 0 40. 0 96. 7 Agree 1 3. 3 3. 3 100. 0 Total 30 100. 0 100. 0 Employees of MBL show sincerity when customers face problem. Frequency Percent Valid Percent Cumulative Percent Valid Strongly disagree 2 6. 7 6. 7 6. 7 Disagree 13 43. 3 43. 3 50. 0 Neutral 12 40. 0 40. 0 90. 0 Agree 3 10. 0 10. 0 100. 0 Total 30 100. 0 100. 0 Are you Satisfied with the service of MBL? Frequency Percent Valid Percent Cumulative Percent Valid Strongly disagree 2 6. 7 6. 7 6. 7 Disagree 8 26. 7 26. 7 33. 3 Neutral 13 43. 3 43. 3 76. 7 Agree 7 23. 23. 3 100. 0 Total 30 100. 0 100. 0 Page 51 of 53 Employees of MBL show equal importance to every customer. Frequency Percent Valid Percent Cumulative Percent Valid Strongly disagree 1 3. 3 3. 3 3. 3 Disagree 10 33. 3 33. 3 36. 7 Neutral 18 60. 0 60. 0 96. 7 Agree 1 3. 3 3. 3 100. 0 Total 30 100. 0 100. 0 The process of getting service is easy. Frequency Percent Valid Percent Cumulative Percent Valid Disagree 9 30. 0 30. 0 30. 0 Neutral 5 16. 7 16. 7 46. 7 Agree 16 53. 3 53. 3 100. 0 Total 30 100. 0 100. 0 Employees of MBL understand specific needs of customer. Frequency Percent Valid Percent Cumulative PercentValid Disagree 7 23. 3 23. 3 23. 3 Neutral 13 43. 3 43. 3 66. 7 Agree 10 33. 3 33. 3 100. 0 Total 30 100. 0 100. 0 Are you totally satisfied with the quality of service of MBL? Frequency Percent Valid Percent Cumulative Percent Valid Strongly disagree 2 6. 7 6. 7 6. 7 Disagree 9 30. 0 30. 0 36. 7 Neutral 14 46. 7 46. 7 83. 3 Agree 5 16. 7 16. 7 100. 0 Total 30 100. 0 100. 0 Page 52 of 53 Questionnaire for customer Satisfactions Level of MBL Dhanmondi Branch Dear sir or Madam: This is a questionnaire from Northern University Bangladesh to collect data on Customer Satisfactions of â€Å"Mercantile Bank Limited at Dhanmondi Branch†.All the data will be used for academic purposes and will be kept confidential. Please read the following statements which some people agree with and some do not. I would like to know whether you strongly agree(SA), Agree(A), Neutral(N), Disagree(D),or strongly disagree(SD) with each statement. There is no right or wrong answers. Please circle (0) the number that represents your opinion most correctly. SL. Measurement Scale SA A N D SD 01 Mercantile Bank use modern Equipment. 5 4 3 2 1 02 MBL provides service which is not provided by other bank. 5 4 3 2 1 03 MBL has friendly Environment. 5 4 3 2 1 04 Customer of MBL feel & Secure transaction. 4 3 2 1 05 MBL giving prompt service to customer. 5 4 3 2 1 06 Mercantile bank Service is better than other Bank. 5 4 3 2 1 07 Employees of MBL show sincere when customer face problem. 5 4 3 2 1 08 Are you satisfying the service of MBL? 5 4 3 2 1 09 Employee of MBL show equal importance to every customer 5 4 3 2 1 10 The process of getting services is easy. 5 4 3 2 1 11 Employee of MBL is very helpful. 5 4 3 2 1 12 Employee of MBL understand specific need of customers. 5 4 3 2 1 13 The knowledge of the bank? s personnel in answering customer questions properly. 5 4 3 2 1 Page 53 of 53 14 MBL having convenient operating hours. 4 3 2 1 15 Overall I am satisfied with quality of service of the Mercantile bank. 5 4 3 2 1 16. Why you choose MBL for your transaction: †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Personal Information Gender: A. Male B. Female Age: A. 12-19 B. 20-34 C. 35-39 D. 40-49 E. 50-above Profession: i) Student ii) Business iii) Teacher iv) Service Holder v) Other†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Income: i) less than 5000 ii) 10000-25000 iii) 25000-40000 iv) 40000-60000 v) 60000-80000 vi) above 80000 Contact Info: Address: Mob:

Value of Pets

Values of Pets to people Materialism is a way that people use to measure their social status and success. Some people think having pets is one of the values that can show the high value of their material possession; with a high value of pet, these people feel satisfied and successful in their life. However, most people do not think that having pets is a value of materialism. Most of the people think the values of pets are love of human being, benefit and helpfulness. One of the values that pets serve for people is companionship. Pets give people a feeling of love, pleasant and not being alone.People spend a lot of times with their pets than anyone else; therefore, they treat their pets as members of their families. By having pets, people feel responsibilities for their little ones. They take care of their pets’ health and diet like taking care of their children. Moreover, raising pets give people a great feeling of they are needed, so that they feel not alone. Pets have abilit ies to make people in a good mood. Most people have felt a warm feeling inside just by stroking or getting their face licked by their pets. By having physical contact with pets, people feel relaxed and comfortable.For example, after a hard day at work, touching or having fun with pets really help people to calm down and relax. Also, simply talking to pets can be very therapeutic because pets are good listeners. People often talk to their pets to share their thoughts, feeling, troubles and worries. Although their pets will not give them any solutions for their problems, the act of talking about their concerns with a good listener may help people find their own solutions. Consequently, talking to pets help people to relax and feel better. Other values that pets serve for people are beneficial. pets

The Impact of Outdoor Air Pollution Research Proposal

The Impact of Outdoor Air Pollution - Research Proposal Example When inhaled, they lead to throat irritation, digestive problems, chest complications as well as dizziness and fever. Chronic respiratory problems such as asthma also arise from the same (Brebbia & James 276). The research intends to analyze outdoor air pollution impact, which is a menace presently showing an upward trend. The health of human beings is at risk; hence seeking adequate and effective solutions is quite commendable. The audience that this research seeks to reach includes those who conduct human activities such as burning wood that contribute to air pollution. In addition, it tries to reach those affected by the same to offer help find solution to their problem. The government too is a target audience since they have to put strict measures to prevent avoidable pollution from occurring. The project will first begin by defining various forms of pollutions before focusing on outdoor air pollution (Frumkin 388). Then it will explore varied causes of outdoor air pollution (Ahmed & Triana 84). Some causes of outdoor air pollution are beyond control. In the case of pollen for example, pollination is natural process that cannot be controlled. Wind is also a natural process and is responsible for transporting the pollutants from one atmospheric environment to another. Survey also will encompass seeking information regarding neighboring factories to evaluate how they dispose their wastes and their effects to the immediate populace. This is especially varied particles deposited in the atmosphere. This project will go a long way into protecting the lives and health of people who are at risk of inhaling the contaminants. I request permission to proceed with this proposal to prove that outdoor air pollution is a call for concern and that there are possible remedies to the same. Appendix: Images displaying the causes of outdoor air pollution, charts, and tables indicating the impact of outdoor air pollution, as well as statistical data

Written History is Never Valid Essay Example | Topics and Well Written Essays - 750 words

Written History is Never Valid - Essay Example Scholars denote that written or documented history is not a valid form of historical preservation. According to these scholars, documented history has a number of disadvantages, and hence, it cannot qualify as an effective means of preserving a particular historical event. For example, these scholars denote that historians who use these forms of historical preservation can have a bias on what they record . Take for example, the emergence of the Second World War. During this war, Hitler, the President of Germany was the villain. However, his activities will be recorded differently, depending on which side the historian is. Those who supported the activities of Hitler might record his activities on a positive note, while those who were against the policies of Hitler, might record them on a negative note . On this basis, recorded history does not give accurate information on what really happened because of bias. However, there are a number of scholars who believe that written history is a valid method of historical preservation . These same scholars denote that the information that is contained in the written records is adequate, and reliable. This is because important dates of the historical event are recorded. On this basis, historians are able to know the time period in which an event occurred, the circumstances of the occurrence . Written records are able to capture in detail, making sure that all the necessary and important information are captured and documented. Documented history has been used since the invention of writing in the 4th millennium.... However, his activities will be recorded differently, depending on which side the historian is. Those who supported the activities of Hitler might record his activities on a positive note, while those who were against the policies of Hitler, might record them on a negative note4. On this basis, recorded history does not give accurate information on what really happened because of bias. However, there are a number of scholars who believe that written history is a valid method of historical preservation5. These same scholars denote that the information that is contained in the written records is adequate, and reliable. This is because important dates of the historical event are recorded. On this basis, historians are able to know the time period in which an event occurred, the circumstances of the occurrence6. Written records are able to capture in detail, making sure that all the necessary and important information are captured and documented. Documented history has been used since th e invention of writing in the 4th millennium. On this basis, recorded history is a very important and effective mechanism of preserving historical information. Scholars denote that in the 19th, 20th, and 21st century, the most dominant method of historical preservation is the use of written history. For instances, the exploits of Napoleon Bonaparte, the emergence of the first and the Second World War, the American Civil war, are all documented, and stored in the library archives of the various states in the world. These important historical events are documented, and a specific date given on their occurrences, and factors that triggered their occurrences7. However, in as much as these important historical; events are written, it is important to denote that the

The Three Ideological Elements on Totalitarianism Essay

The Three Ideological Elements on Totalitarianism - Essay Example American Revolution focused more on the political freedom instead of the basic economic needs. She also determines an important link between the constitution and revolution; totalitarianism and modernism and post modernism and ideology and terror. Introduction: Totalitarianism has been the driving force for the political and philosophical debates for centuries, resulting in direct questioning of the ideological thinking of the time which induces a person or society to act in accordance with the existing system. Hannah Arendt can be considered a feminist authority on the political debates which as emerged in the context of Totalitarianism. Her political philosophy is diverse and challenging; has been nurtured for the sole purpose of evoking strong desire for freedom and emancipation which has been the core force leading to revolutions around the world. This element is very significant in the forces which lead to American and French revolution. The issue of totalitarianism is as present today as it was centuries ago, it is the push for domination leading towards evil and terror experienced by the dominant society, in which the strings of control lies in the hands of selected few autocratic and power hungry people like Hitler an d Stalin. Her phenomenal attention to the understanding of the ideology behind totalitarianism is rooted in the concept of 'total domination' (Bernestein, 2002). According to Arendt total domination, "strives to organize the infinite plurality and differentiation of human beings as if all of humanity were just one individual .... The problem is to fabricate something that does not exist, namely, a kind of human species resembling other animal species whose only 'freedom' would consist in 'preserving the species'. Totalitarian domination attempts to achieve this goal through ideological indoctrination of the elite formations and through absolute terror in the camps. . ."(Arendt, 1968,pg.438). The concentration and extermination camps symbolize this "logic of total domination"(Bernstein,2002); they are the laboratories in which the ideological conviction that "everything is possible"(Bernstein,2002) is tested. Her insightful analysis of the political thought draws its force from the general political concepts which are seated in the core drivers of the political vehicle like authority, power, state and sovereignty. She evaluates the ideologies in the light of the totalitarian movement for "total domination" and its terror filled impact on the human race leading to revolutions and global political changes. She aims to integrate the phenomenological prioritization which is based on experiential characteristic of the human race and attempts to uncover the fundamental structures of the political experience through the ages of turmoil, revolution and political changes. Arendt's phenomenological approach aims to investigate the availability of the structures and the characteristics of the political being as distinct from the moral, practical, artistic, productive and other forms of life. Her work focuses on the human action oriented with labour, action and work which are the characteristics use d to uncover the phenomenologi

Macro essay question Assignment Example | Topics and Well Written Essays - 2250 words

Macro essay question - Assignment Example The theories of Economic Growth are used to formulate functional relationships in separate economic models. Money, balance of payment, goods and credit functions are made through these theories. According to the theory, demand=supply, when an economy will be in equilibrium producing the optimal level of output. When the economy produces potential output, with the given state of labor, capital and technology resource, then it generates full employment. However, it should be noted that even in the full employment level, an economy can experience a natural unemployment rate of utmost 4.2%. Any changes in the equilibrium are automatically rectified through price and quantity adjustments. Business Cycle and Economic Growth Theories are important because it helps to forecast the AD and potential production level of an economy. The direction of prices and employment opportunities are determined by AD. On the other hand, the long run economic prosperity of a nation is analyzed through its potential production level. However, AD and potential output of an economy experiences a directly proportional relationship with each other. This is because when AD increases, the economic agents of a market invests more in capital, labor and technology and hence reaches the potential production level. During an economic recession, the AD is less than AS of a market. If the interest rates are lowered then the cost of borrowing money will fall. This will enhance the investment opportunities in the market and expand the scopes of foreign trade. The gross employment opportunities will rise with increase in investment expenditure. With devaluation of exchange rates, the exports of the country will become cheaper than the imports. Finally it will generate a higher demand for domestically manufactured relatively inexpensive goods of the economy and hence increase the AD. The market will be out of recession with rise in AD. The consumers’ loyalty towards a

Training Series Part 6 Assignment Example | Topics and Well Written Essays - 750 words

Training Series Part 6 - Assignment Example â€Å"a criminal offense on the Web, a criminal offense regarding the Internet, a violation of law on the Internet, an illegality committed with regard to the Internet, breach of law on the Internet, computer crime, contravention through the Web, corruption regarding Internet, criminal activity on the Internet, disrupting operations through malevolent programs on the Internet, electric crime, Internet crime, sale of contraband on the Internet, stalking victims on the Internet, theft of identify on the Internet† Cybercrimes have now become extremely important to be dealt with. These are growing phenomenon in the current age. A hacker is a person who is able to deflect the online security system of a particular online database and then explore the limits of this database. Once a hacker is able to hack into someone’s account, then that particular act in itself amounts to hacking. Tom is a business developer with Apple Inc. He has been associated with this company for a long time. He has the relevant information which is confidential in nature. Don is a hacker who is into major form of hacking into different accounts. He indulges magnificently into this form of stealing and is a master of snatching confidential information. One day, Tom had installed all the financial and banking details of Apple Inc. onto his own laptop for a convenient way of working and signing deals with other companies. Don hacks into Tom’s laptop using the wifi and goes through all the details of Apple Inc. in detail. He then comes to know that he can sue this information for his own benefit. He steals the secretive information and online documents from Tom’s laptop and sells it to other rival companies such as Samsung Inc. which is a huge rival of Apple Inc. Samsung Inc. uses this information for its own benefit and trades this information for a financial gain for Don. Don becomes extremely rich and has bought a new house which is questioned by the

The Diversification of the American Families Essay - 1

The Diversification of the American Families - Essay Example The research team is composed of Alvin and Heidi Toffler and they end at a conclusion that neither of these changes is bad and such conclusions they arrive at through the historical view of some vital changes in family (Alvin and Heidi 2000 pg 594). How is America Diversifying? The article starts by mentioning that the American population is not dying given that it is diversifying. The diversification is though not quite evident to the American citizens hence some unwarranted uncertainty. The diversification of the American population is taking place right from the population itself, the children and the society. The diversification is taking place due to the changing trends in the society such as divorce, remarriage and new family lifestyles, which creates a new family from the other each time such facts are adhered to appropriately. Through fracturing, the existing families are actually taking a completely new form, which is more diversified due to the revolutionary changes from a shift in energy, technology, work, economics and communications. Technology has created some way in which some aspects in the society are viewed, the majority of the Americans have high value for work due to changes in lifestyles minimizing the room for the traditional aspects of the family as it existed before. It is quite easy to detect that the world is changing rapidly depending on the nature of the aspect discussed above. The American family has diversified from the traditional family to the nuclear family through evolution from the first wave family to the third wave family and today we have the wave family, which is a kind of family, which is quite hard to define as it happens in the single life situation (Alvin and Heidi 2000 pg 594-95). The Americans through their government have diversified the general industry to incorporate all the citizens in terms of all the aspects.  

Hawaiian island ecosystem Essay Example | Topics and Well Written Essays - 750 words

Hawaiian island ecosystem - Essay Example here is a gradient between ecosystems-wide impact, as is caused by drastic habitat change, and impact on single species† (Committee on Resources, 2003). Erosion or land runoff contributes approximately two third of total land pollution in the island which has become the biggest menace today. Commercial factor of fishing has destroyed coral reef. Reports (as cited in Timbers, n.d.) reveal the fact that ‘Seventy five percent of fish species in Hawaii are in critical condition’. Above all, the marine debris pollutes the water of river, stream, ocean and sea. Evidently, as an after effect of the waste disposal, many species have already vanished from the face of the earth. It is important to think if the threat posed by the invasive species can be overcome some way. Biological control seems effective in this regard. In order to get rid of these deadly species, and for controlling pests, weeds, plant deceases, and even insects, as a practical solution, relying on certai n living organisms, such as predation, parasitism, or certain other natural mechanisms is effective. In other words, pest management is the primary and ever relevant method to overcome the danger caused by invasive species. In addition, it is necessary to overcome problems in which man has direct involvement. For instance, the issue of marine debris has to be addressed with prime importance. Evidently, marine debris occurs mostly due to excess disposal of plastic on the water. And, preventing such waste disposal needs proper management and collaborative effort. Eventually, by improving control over overuse of plastics it is possible at certain extent. Along with this, non-governmental initiatives and awareness programs can also ensure public participation in protecting the aquatic environment...This paper will analyze the major ecological issues in the region, their tragic effects, and practical solutions. It is important to think if the threat posed by the invasive species can be overcome some way. Biological control seems effective in this regard. In order to get rid of these deadly species, and for controlling pests, weeds, plant deceases, and even insects, as a practical solution, relying on certain living organisms, such as predation, parasitism, or certain other natural mechanisms is effective. In other words, pest management is the primary and ever relevant method to overcome the danger caused by invasive species To recapitulate, Hawaii Island is the promise island among many islands across the United States. The region has been facing potential environmental threats for the recent decades. Unfair human intervention along with invasive species constitutes the major threat to the eco-balance of the island. The success of bringing harmony in the island depends on analyzing the problem and applying practical solutions. Only a comprehensive approach can find a proper solution for this issue. Stakeholders in this matter include government, NGOs, tourists, and the general public. Among the practical solutions, pest management is very important. Other strategies include but not limited to awareness programs, prevention of aquatic disposal, and preservation of endangered species.

Is the UK Airline Industry Competitive Essay Example | Topics and Well Written Essays - 1500 words

Is the UK Airline Industry Competitive - Essay Example As the paper declares taxation is always a painful and complex issue with reverberations on all elements of the industry. However considering the relatively under-taxed nature of the UK airline industry it is possible that it will not be too badly hurt by the new tax although it might result in a decline in passengers. This essay stresses that this is a significant issue facing the airline industry at the moment. British Airways is recently involved in a struggle to resolve with union officials after it has declared a strike because of BA’s refusal to meet it demands. BA’s after failing to come to an agreement with union over its cost-cutting program now appears to be focusing on wearing down its employees. The company has done whatever it can from out-sourcing to using volunteers and claims that it has managed to keep a lot of its flights running. The impact of regulation on competitiveness is a complicated one. It is also hard to assess whether the regulatory environment will change anytime in the near future specially considering the havoc that lack of regulation played on the financial markets. What is essential however that changes in regulation will definitely impact competitiveness but may impact different players and stake-holders in a different way. If we take a look at finan cial indicators as a measure of the performance of the industry we can see that many firms have reported serious losses indicating troubled times for the industry. British Airways for example been in dire financial straits indicating losses far worse then what many had predicted and with no respite anytime soon.

Life without IT Essay Example for Free

Life without IT Essay In 21th century, people are probably all in Facebook, Twitter, Weibo, etc. Are you spending too much time on your computer? A recent survey shows that about 83% of users said â€Å"Yes† and only 17% of users said â€Å"No†. Internet influences us so much! But, did you ever think that if there haven’t computer any more, so what would life be like without the Internet? People may say that:† No, it is impossible! Although Steve Jobs died, but Apple Company still survives. † So here I want to say, everything is possible, not absolutely. And what would happen if the Internet completely disappeared? For me, Life is very different without the internet. Because without the internet, I maybe always go out to the pubs and enjoy the company with them. Also without the internet I cant have this much knowledge in computers because I usually learn some cool stuffs under the internet. The Internet is a useful tool for communication through email and instant messaging, finding information and other resources and for just killing free time. People who find social relations difficult in the real world, or infirm or elderly people, can use the internet to reach out and forge lasting relationships with people they otherwise would never have been able to meet. Well, people would have to start talking to each other more, like they used to, and the whole morning chat at the post office will return. Kids would have to used the library to find stuff out instead of using Google, which will get them out of the house and learning to do things for themselves. People will receive letters instead of emails. So many people use the Internet that if whoever banned it from the world everyone would complain that much and so many people would sue them that they would be forced to put it back on to regain all their money, or everyone should just move to the planet mars. It’s boring life! The Internet was a technological advancement that excelled us into the 21st century and changed the way we socialized, did business and purchased goods. It paved the way to the future and still has many exciting advancements ahead of it’s self. There are however many of us who practiced life before it’s time and have experienced a life without the Internet. A life without Internet, I cant imagine, myself, living in this century, without the internet, therefore we should treasure the things we have, don’t let Internet disappeared in the world!

Role of MIS in Market Research Essay Example for Free

Role of MIS in Market Research Essay Introduction: The changing market environment has given rise to the needs of update information more than ever in the past. The markets have transformed to international from local. With the increase in the exposure to masses and increased geographical market coverage, the need of quick and up to date information has also increased. With the changing business environment the buyers are also changing. With the increasing incomes the buyers have become more selective. For a company to launch a new product it has become important to have the information from the buyer needs to buyer wants. On the other hand it is also important to have the knowledge of how to present the product in effective manner in order to reach the customer in an effective manner. With the changing business needs the new marketing techniques such as product differentiation, branding and advertising are also gaining immense importance. The successful product positioning and promotion is only possible if all the required information in this lieu is gathered and used in the right direction. In order to fulfil modern information needs, new information technologies have also been evolved. The information regarding the buyer preferences and behaviour plays an important part in helping the management to take important decisions regarding the product such as pricing, promotion, competition etc.   It is important for the company to establish a system in order to acquire a large amount of information for the marketing managers. â€Å"Competitive companies study their managers’ information needs and design marketing information systems (MIS) to meets these needs. A marketing information system (MIS) consists of people, equipment, and procedures to gather, sort, analyse, evaluate, and distribute needed, timely, and accurate information to marketing decision markers. To carry out their analysis, planning, implementation, and control responsibilities marketing managers need information about developments in the marketing environment. The role of the MIS is to assess the manager’s information needs, develop the needed information, and distribute that information in a timely fashion, the information is developed through internal company records, marketing intelligence activities, marketing research, and marketing decision support analysis.† (Kotler, 2000) An effective MIS will also help in enhancing the exposure level of the company from local market to national market. It is important for the company to design the MIS system in an effective manner. In most of the cases the companies lack information sophistication. Some of them collect a large amount of information but the data is not stored in a proper way to be handled easily. The MIS will help the company in understanding the customer’s perception, taste, needs and desires regarding the new product. Without the proper MIS the investment in the production and innovation will not be of any use. â€Å"The MIS represent a cross between what managers think they need, what managers really need, and what is economically feasible.† (Kotler, 2000) The MIS will provide support to the management in the areas of reduction of price risks, planning for an effective and cheap marketing strategy with technology assessment and development, particularly in evolving and popularising food product offered by the company. An effective Marketing information system can help in the company in motivating distributors, retailers, and other intermediaries to pass along important intelligence. Through the components of MIS the Company will able to collect information regarding order-to-payment cycle and sales reporting system. The mangers will be able to get the information about the developments in the marketing environment. The MIS will also assist the managers in collecting, analysing and reporting data relevant to the market situation. The decision support system will help the managers to take important marketing decisions by interpreting the gathered information. Hence MIS is the most important instrument without which the Company cannot market its product successfully in market. 1.Objectives: The main objective of the study is to find out the role of marketing information system in the effective and successful promotion of product of a company. Research Design: Research is a fact finding activity (Dominowski, 1980). The aim of primary research is to make known something previously unknown and to advance human knowledge by making it more certain or better fitting; the aim is discovery (Elias and Dunning, 1986). In this case it is required to find out the perceptions of the customers regarding the desert the Company is going to launch nation wide. The primary research design will provide a structure for the collection and analysis of data. A preference of research design reflects decisions about precedence will be given to a scope of dimension of the research process (Bryman, 2001).    Easterby-Smith et al (1997) identify three reasons why the exploration of philosophy may be significant with particular reference to research methodology: Firstly, it can help the researcher to refine and specify the research methods to be used in a study, that is, to clarify the overall research strategy to be used. This would include the type of evidence gathered and its origin, the way in which such evidence is interpreted, and how it helps to answer the research questions posed. Secondly, knowledge of research philosophy will enable and assist the researcher to evaluate different methodologies and methods and avoid inappropriate use and unnecessary work by identifying the limitations of particular approaches at an early stage. Thirdly, it may help the researcher to be creative and innovative in either selection or adaptation of methods that were previously outside his or her experience. Two views about the research process dominate the literature: positivism and phenomenology which have an important part to play in business and management research (Saunders, 2000). Positivism is founded on the belief that study of human behaviour should be conducted in the same way that as studies conducted in the natural sciences. On the other hand phenomenology is concerned with the understanding human behaviour from the participant’s own frame of reference (Hussey and Collis, 2003). Positivistic paradigm Phenomenological paradigm Tends to produce quantitative data Tends to produce qualitative data Uses large samples Uses small samples Concerned with hypothesis testing Concerned with generating theories Data is highly specific and precise Data is rich and subjective The location is artificial The location is natural Reliability is high Reliability is low Validity is low Validity is high Generalises from sample to population Generalises from one setting to another Figure 1: Features of the two main paradigms  (Hussey and Collis, 2003) The design to be used for this research would be the utilisation of the survey and interview questions in an electronic form which were sent to the respondents a couple of days before the formal computation of the results. We will conduct cross-sectional design which â€Å"entails the collection of data on more than one case and at a single point in time in order to collect a body of quantitative or quantifiable data in connection with two or more variables†(Bryman Bell 2003:48). The said design of research is indeed applicable for this study and would be able to provide the necessary details for the completion of the research. The reason behind this is the fact that the respondents themselves are capable of giving the necessary answer for the needed data in this case. Hence, the results of the study are expected to give accurate details for the research procedure. Data Collection – methodology:    It is better to use effective and authentic ways of research so that the investment of the management can prove fruitful. We will consider two research methods Interview Questionnaire Interviewing: Interviewing is a data collection method in which the researcher asks for information verbally from the respondents (Jennings, 2001). It is the way to access people’s perceptions, definitions, meaning, situation and construction of reality, where it involves discussing or questioning issues with people to collect data unlikely to be accessible using techniques such as questionnaires or observation (Punch, 1998). The interviewing research method can be successfully followed in this project. Generally speaking, an interview is a social interaction between two people, with one person gathering information from the other. The interaction is what differentiates the interview from the questionnaire, even when the questions posed are identical. Thus structured interviews give the researcher specific answers as opposed to narrative response to questions gathered from semi-structured in-depth interviews (Gubrium and Holstein, 2002). Structured interviews enable the interviewer to ask each respondent the same questions in the same way. A tightly control structured schedule of questions and format is used, very much like a questionnaire. Interviews must be well prepared and must have clear objectives for each interview. Interviews can be conducted after the team has established the topical areas to be covered in the interviews and after the lead investigator has reviewed with the board the objectives of the interviews and strategies for obtaining useful information. In many research situation permission requests should be received before the interview takes place. The interviewer should consider the length of the interview to cover his aims, normally between 15 minutes to an hour. Provide contact information of the interviewer and it must be determined who to interview, in what order, what interviewing techniques to employ and what method of record to use (Denscombe, 2003). The following aspects should be considered when defining a strategy for the interview (Mason, 1996): The questions should make sense and be meaningful to the interviewee. The questions should be related to the interviewee experiences based on what is already known about them. The interviewer must take care to be sensitive to the needs of the interviewee. The interviewer should be aware of the flow of the interview interaction by attempting to move seamlessly between topics and questions. The interviewer needs to focus on issues and topics that are relevant to the research problem and questions. Choosing interviews for this stage of this part of the research was in order to get as much information as possible from the few people that will be interviewed. Interview questions will be compiled from the existing literature and detailed in relation to the research topic, aim and objectives Questionnaires: In the questionnaires method of data collection the researcher can precisely obtain the information that he asks for and these information can be analysed in an easier way than if choosing another method. In addition to that questionnaires are not an expensive method of data collection, and they don’t take long time to fill in. On the other hand questionnaires have some disadvantages such as: they do not have a high response rate, the wording of the questions can cause bias to the client’s responses, and the questions might not be designed correctly, which will result in collecting unneeded answers   (McNamara, 1999). Choosing questionnaires for this step was due to the relatively large sample size that the researcher intends to include in his research, and for the cheap cost of this method comparing with other data collection methods. Effective sampling design: Sample is a subset or subgroup of the population, while the sample size is the actual number of subjects chosen as a sample to represent the population characteristics. Sampling is the process of selecting items from the population so that the sample characteristics can be generalised to the population (Jennings, 2001). Simple Random Sampling Design: In case of simple random sampling there is a higher expectation of each and every element of being selected from all the target population. Most of the surveys are aimed to get information about the inferences of target population. In the case of dairy products limited simple random sampling can serve the purpose well. Since it is the case of desert, which can be liked by all the customers from different social, economical, and age groups. There are not any specifications regarding age, sex, social and ethical point of view. It has been found that Probability sampling, for instance simple random sampling can provide more is more competent results than that of non-probability sampling designs. The simple random sampling has also some drawbacks attached to it. In case of random sampling if the population does not reflect the correct representation of the target population the results will not serve the purpose of survey. It is possible to select the non-representing population because as we know that in the case of random sampling design each and every sample has an equal chance of being selected. So it can be stated that probability sampling is more effective in presenting more accurate results than that of non-probability sampling. Although in some situations simple random sampling is not also feasible. Additional survey sampling designs are also required to find the most correct results. To guarantee the representativeness of the sample, the researcher must make sure that it is random. In random sampling all members of the population have an equal chance of being included in the sample (Veal, 1997). In qualitative research sample size are in general small, thus probability theory and notions of statistical representativeness do not apply. The sample might choose to encapsulate a range of characteristics relevant to the subject under study, or provide a detailed view of behaviour, events or experiences that are seen in the wider population (McGivern, 2003). Another way of sampling the population is to use stratified random sampling design in order to avoid the complications regarding the large-scale sampling. In the case of stratified sampling the samples are chosen as the representatives of different subgroups from the target population. It should be kept in mind that all the participants are chosen in a way that they effectively represent the subgroups. If the stratified sampling is effectively undertaken it can find out more competent inferences than that of simple random sampling. In order to get a deeper insight of the population subgroups within a target population that are likely to have similarities –attitudes or tastes– within a stratum but differences among strata, stratified sampling is the best choice. (Brightman, Schneider, 1994) In the case of surveying customers needs for Dairy products Limited to introduce new product focus group samples can be divided into different strata regarding their age, tastes, income and class. Selecting Stratified Random Sample: The first step in the process of selecting a stratified random sample is to determine the total size of sample population. In case of Dairy products limited the sample size will be larger. In order to achieve the inferences about the tastes, choice and economic inferences focus groups should be undertaken at all the local outlets of Dairy products limited. The large sample size will decrease the margin of error although costly. In this lieu it is the decision of management to keep a balance in precision and cost. Secondly, the sample size with in a stratum is determined. There are several factors, which determine the sample size in each stratum. These factors also effect the results acquired by the allocation of sample population in different strata. The factors are as follows: Total sample size in each stratum; The degree of variability in different stratums. The cost of obtaining observations from each stratum. â€Å"Use proportional allocation sampling when sampling costs are the same for all strata and when all strata exhibit the same variability.† (Brightman Schneider, 1996) As discussed above stratified random sampling is effective in providing the accurate precise estimates than simple random sampling regarding the population but the case can be reverse if the target population is not correctly stratified. â€Å"Stratifying works best when the variability of the variable of interest is low within each stratum and high between different strata.† (Brightman Schneider, 1996) For the purpose of this survey we will use stratified random sampling in order to gain knowledge about the different factors effecting the tastes of the customers. This way the author is able to narrow down the results easier than handling the sample population from a bigger scope of computations. The results are merely based upon the journals done by other researchers and their comparison with the results of this study’s completion. The Variables:   Ã‚  Ã‚  Ã‚   The questionnaires shall be expected to give exact results regarding the satisfaction that the consumers or the clients receive from the provided services. This way, the variable which includes the satisfaction level of the client and the performance capabilities of the company providing the services are to be evaluated through the questionnaire and interview results. Data Analysis: On their own, data are rarely used in their original form. Through the process of data analysis, value is added to the data to turn them into information. It is information rather than data which users especially policy and decision-makers are interested in (Uganda bureau of statistics, 2005). However this will be a very sensitive and critical stage in my research process as misinterpretation or over-interpretation is always a potential risk.   Ã‚  Ã‚  Ã‚   The process of data analysis in this research will include the following steps: Indicate the date of the questionnaires. Who completed them, and the number of returns? Categorise the data collected. This can be done according to gender, origin, age etc. Reading through the questionnaires and interviews carefully and coding them after the event in relation to the types of answers, themes and issues, and then  categorising of response (keeping a note of what the codes refer to). Then by asking some questions like what are the answers that keep repeating, what are the deviations from these answers, and Are there themes emerging? Contradictions? Then it would be possible to draw some relative generalisations. Timetable and Budget The research will be finished in three months starting on 1st April and ending on 1st July. In the following month, I would carry out the plan and I hope that some improvement would be made in holiday in particular. We think that the earlier the research finishes the better, so that one could take action earlier. Time table Week Tasks   1 Project start meeting , identification of   research problem 2 Research design 3 Interview preparation 4 Start interview 5   Interview in process 6 design   and agree questionnaires 7 Identify respondents email addresses   and send questionnaires 8-9 Analysis of interview data and write up 10-11 Questionnaires analysis 12-13 Prepare final report, informal discussion of findings 13-14 Delivery of   summary report and presentation, Follow-up queries references: Bryman A., and Bell. E., (2003) business research methods 1st ed.  Ã‚   OXFORD Donald r.    Bryman, A., (2001). Social research methods. Oxford, Oxford University Press. Brightman, H., Schneider, H., (1994). Statistics for Business Problem Solving, (2nd ed.). SouthWestern Publishing Co., Ohio. Denscombe, M. 2003. The good research guide: for small-scale research project.   2nd ed. Maidenhead: Open University Press Dominowski, R.L., (1980). Introduction to logic, 6th ed., New York: Macmillan. Elias, N., and Dunning, E., (1986). Quest for excitement: Sport and leisure in the civilising process, oxford: Basil Blackwell. Gubrium, J.F., and Holstein, J. A., (2002). Handbook of interview research, Thousand Oaks, CA: Sage Publications. Jennings, G. (2001). Tourism research, Milton, Qld.: Wiley Australia Kotler, P., (2000). Marketing Management, Millenium Edition, Prentice Hall, United States. Mason, J., (1996). Qualitative researching, Thousand Oaks, CA: Sage Publications, Inc. McGivern Yvonne, (2006). The Practice of Market and Social Research. 2nd ed. Prentice Hall. McGivern, Y. (2003). The practice of market and social research: an introduction. Harlow: Financial Times Prentice Hall Stallings, W. Slyke, Richard, V., (1998). Business Data Communications. 3rd ed. Prentice Hall Punch K. (1998). Introduction to social research: quantitative and qualitative approaches.   London: SAGE Veal, A. J., (1997). Research methods for leisure and tourism: A practical guide, 2nd ed., London: Pitman Publishing.