Standard Chartered Bank was formed in 1869 through a merger. It is headquartered in Singapore and began operations in Bangladesh in 1948. It is now the largest international bank in Bangladesh with 29 branches, over 60 ATMs, and over 2,000 employees. The bank provides both consumer and wholesale banking services including personal, corporate, institutional, and treasury services. It aims to offer outstanding customer service and match customers with suitable products through understanding their needs. The bank's core competencies include upgrading technology like phone banking and maintaining specialized skills in areas like corporate banking and credit cards.

1. Presentation on
STANDARD CHARTERED BANK

2. Prepared for
Mr. Salahuddin Ahmed
Lecturer
Dept. of Business
Administration
Prepared By
Najmin naher moon-0830240
Md. Matiur Rahman - 1020257
Subir saha-0920297
Anik kumar Bhattacharjee-0930137
Course Code: MGT330,Section: 5

3. Introduction
The Standard Chartered Group was formed in 1869 through the merger of two
banks
It’s Head Quarter is in Singapore
After the partition of the subcontinent in 1947, Bangladesh became East
Pakistan; thereafter SCB started its business in 1948, in the port city of
Chittagong.
It’s now the largest international bank in Bangladesh with
29 Branches
More than 60 ATMs
Employing over 2000 people

4. 
Introduction (
SCB currently provides both Consumer Banking and Wholesale Banking Services,
ranging from
Personal & Corporate Banking to Institutional Banking,
Treasury and Custodial services
Continuous upgrading of technology and control systems has enabled the bank to
offer new and improved services such as Phone-banking, I-banking, E-Lending
Their main objective is to offer outstanding value to their customers by providing
knowledgeable, efficient and reliable service in a personal, helpful and
responsive manner
By getting to know the customer better, they can identify the customer's needs and
match them with quality products which suit their best.

5. Core competencies OF SCB
Specialized for credit card rewards, corporate banking.
wholesale marketing program.
Very sophisticated services in banking.
Deliver services that based on customers needs .
But their main core competencies is-
Upgrading of technology such as-
 Phone-banking, I-banking, E-Lending ,Credit card and rewards.

6. MANGEMENT OVERVIEW
Organization management chart

7. Process of employees
Information

8. Major process Decision of Standard
Chartered Bank
• Process Structure:
Customer Contact Position
Service Process Position
• Resource Flexibility:
• Customer Involvement:
Specialized
Low Involvement
High Involvement Enlarged
• Capital Intensify:
Low automation
High automation
• Strategy For Change:
Effective Process
Process reengineering
Design
Process improvement

9. • Process Structure:
- Front desk service, Online Services, 24 Hours Helpline Service
- Generating new banking services
• Customer Involvement:
- To Involve with all level customer like high & low
• Resource Flexibility:
- Providing a wide range of banking services by their skill worker & enlarged
their services by specialized
• Capital Intensify:
- Managing their banking services by their skill worker
• Strategy For Change:
- Changing their banking services strategically when they need

10. STANDARD CHARTERED BANK
Customer Contract
Customer contact is the extent to which the customer is present, is actively involved, and
receives personal attention during the process.
Standard Chartered Bank customer contact is often the department that has the most contact with
customers. The department is responsible for fulfilling customers' requests. The structure of the
department must be aligned properly so the bank can respond to the customers' needs.
The bank’s management thinks customer can be a significant part of the process. Some customer
contract process can have low contract and other parts of the process can have high contract.

11. Customer Contract dimension
High Contact Dimension Low Contact
Present Physical presence Absent
People What is processed Possessions
Active, visible Contact intensity Passive, out of sight
Personal Personal attention Impersonal
Face-to-face Method of delivery Regular mail

12. Process Structure in Service
Physical presence
What is processed
Contact intensity
Personal attention
Method of delivery

13. Customer contact matrix(for service)
SCB to offer outstanding value to their customers by using-
Front office- Enquiries, customer service, Receptions, Sales executives, Cash
manager,etc.
Hybrid office- Manager, other executives .etc
Back office-CEO, Head of all regional branch departments,
IT operating managers etc.

14. Product process matrix(for product)
SCB currently provides –
Job process-credit & debit card, personal banking.
Small & Large Batch process- Checkbook, wholesale banking, corporate banking
services, Loan services.
Line process- SCB all of the product and services is differ form job process and batch
process.
Continuous flow process-Account opening, plastic money, CSR, Marketing and
sales,Credit card rewards, Bonus points

15. process structure of SCB
 a
ENTER Name Accoun
listed Waitin t compl
IN THE End
in the g 5min openin ete
BANK
bank g
Complain Wait
solution Existing
section in Requesting
consumers
line
On Serve what they
End phone want
wait
ing End
End

16. Recommended process structure
ENTER Serve what they
IN THE want
BANK
Name End
listed in
the bank othe
rs
Wait End
in complete
recep
tion
Loan
Card
New section
Existing Waitin division End
Account g 3min
consumers
opening
Make YES YES
NO Wait Deposit
Complain
Requesting in sceam
& get
line
sollution

17. Recommendations
The bank is using the IT very efficiently and increasing its
profitability, but still there are many things that should be improved
With the increase in the technology, the bank should made its IT up-to-date for
providing best services to their customers and attracting more customers and
increasing its productivity.
Credit cards system should be improved providing the unique facilities to their
customers which the other banks has not yet introduce.

18. Thank You