-1-

INTRODUCTION OF MCB

Incorporation:
MCB Bank Ltd formerly known as Muslim Commercial Bank
Limited was incorporated by the Adamjee Group on July 9, 1947, under the Indian
Companies Act, VII of 1913 as a limited company. The bank was established with a view
to provide banking facilities to the business community of the sub-continent. The bank
was nationalized in 1974 during the government of Zulfikar Ali Bhutto.MCB earned
Revenue of PKR 31.787 billion and Net Income of PKR 15.266 billion in 2007..

Privatization:
This was the first bank to privatized in 1991 and the bank was
purchased by a consortium of distinguished Pakistani corporate groups led by Nishat
Group.Nishat Group is one of the leading and most diversified business groups in
Pakistan. The group has strong presence in the most important business sectors of the
country such as banking, textile, cement and insurance. Mian Muhammad Mansha is the
head and chairman of the group .He is regarded as one of the richest persons in Pakistan.
He owns textile mills, the Muslim Commercial Bank and is a major player in cement. .
He was awarded the Tamgha-e-Imtiaz civil award by President Musharraf on March 23,
2004..

Network:
MCB is the fourth largest bank of Pakistan.Its wide network include
fully facilitated branches all over Pakistan.It covers 125 cities,comprising of 978
branches out of which 262 have the ATM machines.

Milestones:
MCB has been awarded as a Euromoney Award 2008 for the " Best
Bank in Asia".In 2006 MCB yet again received the esteemed Euromoney Award for the
“Best Bank in Pakistan”. It is the only bank to receive the Euromoney Award for
Excellence for the sixth time in the past seven years.
MCB Continues to shine as once again Asia Money declares MCB as "The Best
Domestic Commercial Bank in Pakistan" for the year 2004 and 2005.
 -2-

Mission Statement

MCB Bank’s team of committed professionals is

dedicated to maintaining long term customer
relationships through outstanding service and
convenience…

We see that MCB’s mission statement emphasizes on committed, skilled

professionals. Such professionals are responsible to being the best financial services
in most effective and efficient way. By using breadth of experience, capabilities and
skills, they create value for all stakeholders that include clients, investors,
employees, and society as a whole.and thus make long term profitable relationship
with customers.

Although the present world is so dynamic,but key to success remains constant:

focus on customer needs, spirit of innovation,creative ideas and expertise combined
with technology.

MCB Bank Limited has a highly talented management team that loves and enjoy
the challenges of solving problems and taking the initiative to continually
learn.MCB’s team is fully dedicated towards its mission statement and passion to
be customer focused.It is committed to

• pLan ahead of time

• kEeping a steady course.
• tAking on challenges
• aDding values to MCB’s services
• sEcuring common interest
• bRidging the distances
• aSsociating with you..

Thus having a true sense of a successful leader..

 -3-

CONTENTS OF MISSION
STATEMENT
Concern for growth,survival:
MCB is dedicated to maintain long term profitable
relationships with customers.
Concern for customers:
MCB is fully intented to be customer oriented by providing
them maximum satisfaction through outstanding service and convenience.
Concern for employees:
MCB has always welcomed and motivated energetic,
passionate and committed professionals.MCB consider its employees as Human Asset,the
most important of all of its assets.
Profitibility Concern:
MCB believes in earning profit by providing best services to
their customers.
End users:
The end users include salaried
class,businessmen,students,industrialist,farmers,working women etc.
Market:
MCB is the fourth largest bank of Pakistan that prevails through out the
country ,comprises of more than 900 countrywide branches.Also its penetrating in
international market.It has 9 branches in different countries and the journey is still going
on.
Major products and Services:
The outstanding services mentioned in mission
statement include the following

• Mobile Banking:
MCB Mobile Banking gives easy and quick access to account at
any time.Using it,a customer can Check his balance,View the last 4 transactions just
by sending an sms.This service is provided free of cost.

• Virtual Banking:
MCB Virtual Internet Banking offers
opportunity to access to account using internet ,while being in any
part of world.Whether customer is in country or abroad,it provides
full control over the account and other
transactions.
 -4-

• MNET :
It enables all the member banks to share their
electronic networks by their ATM’s at more than 600000 ATM
machines worldwide.

• Call Center:
 The state of the art MCB call center ensures
maximum customer care.Customer can ask
any query,problem and can also give feedback
via call center.

• Islamic Banking:
Its intended to play a dynamic role in
promotion of Islamic Banking and win customers trust through
providing financial services according to Islamic Principles.

• MCB Car 4 U:
It provided an easy opportunity to
get car,at very adequate terms and conditions.

• MCB ‘Pyara Ghar’:Its the your new most sensible option for
purchasing, building, or renovating /existing home. It offers you
a range of financing options to help you realize your dreams.
 -5-

Major Plans of 2007

Credit expansion:
In 2007 MCB’s majorly focused on credit expansion.Here it
points to get back the trapped and bad debts.Major portion of money that any customer
places into bank is again invested by the bank either into state bank or by giving loans to
other people.Because of soft policy of state bank,bank issued billions of Ruppees as loans
but problems started rising when obstacles appeared in getting back the borrowed
money.So MCB decided to stricken its policy about loans,and also to retake the trapped
amount.

Improving Management:
Management is the back bone of each organization.The success of
the organization is depend upon the performance of the management.In 2007 MCB also
focused on the management’s improvement.Following are the steps that were decided to be
taken

Fresh Graduates:
MCB expelled the old people by golden shakehand process and
appointed new young professionals people.This step is one of the major reasons for better
services provided by the bank.

Training Courses:
MCB conducted training courses in order to improve skills of staff and also to keep them
in touch with the latest business matters.

Advance Technology :
Technology plays a very important role in the
development of any organization.Because with the use of latest technology they improve
their performance. In 2007 MCB made a plan to improve their technology.It is noteworthy
to mention that MCB declared 2007 as Year OF Technology.
For this purpose MCB made plan to adopt state of the art softwares and providing training
to their employees.Its also include making strong computer network between their
branches.
.The major reason was that Due to improvement in the technology check and balance
system could improve.Accuracy also improves due to improvement in technology.
MCB made plan to arrange make online various conferences .The reason was to reduce the
cost and to make participation of maximum zonal areas.MCB also decided to launch
 -6-

Symbol System Technology.By that,a check of MCB can be used in any branch of any
bank though out the country.
Services Improvement:
In 2007 ,MCB planned to amend overall
culture of the bank.It planned to adopt an organized,regular and mannered culture.The main
focus was transferred to Customer Orientation.So the plan was to improve quality in their
services and products.For this purpose MCB fixed a lot of money for the training of their
employees and also giving different incentives to their employees for motivation.Special
focus was imposed on ATM machines and other services like Car4U,MCB sabzazar,MCB
Mobile banking,MCB Pyara Ghar .

Discipline:
In 2007,MCB also focused for the improvement of discipline.To achieve this objective,new
rules and regulations were decided to be introduced.Employees were expected to strictly
follow the rules and regulations.New policies were made regarding to dress
code,Time,manners and way to treat the customers.
 -7-

IMPLEMENTATION OF ABOVE PLANS

All of the plans discussed above were practically implemented.Special internal auditors
and external teams were sent to all the branches throughout the country to audit and
check the performance.Strict rules made in case of violence,effective training,proper
communication were among the reasons that resulted in complete implementation of
these plans.
According to Mr Malik Abbas,the Manager whom we met and had interview,all of the
above made plans were 100% implemented.He calls it a milestone in the history of
MCB.He thinks it to be very rare is organizational history that how such challenging
plans were successfully implemented.He gives major credit to hardworking
employees,their learning skills,determination and will power.

CONTRIBUTION OF IMPLEMENTED
PLANS
The implementation of the above made plans resulted in very positive and pleasing
outcomes.The most note worthy point was total change in MCB’s organizing and
managerial structure that finally gave a very positive touch to MCB’s culture.The previous
culture was completely vanished and new customer oriented and innovative culture
completely prevailed the whole of the organization.
Mr Abbas claims that this new vision of MCB has amazed people by its services and
outlook.This new version became popular very soon and was highly appreciated by the
people.A sudden increase was seen in complimentary feedback.This directly resulted into
increase in customers by upto 70%.It compelled MCB’s management to open more
branches,even branches were launched in remore areas.And also to update the existing
branches with state of the art facilities and latest technology.It eventually resulted into
increase in value and goodwill of MCB, and finally more profit that are the ultimate
stratigies of any organization.
 -8-

CULTURE OF MCB

Innovation:

MCB declared innovative and extensive portfolio of investment products in order to

achieve leadership position among financial institutes.A complete new look in MCB’s
culture is majorly because of innovation.

Stability:

MCB has stable and well organized environment.It is highly rule oriented.Every employee
is bound to obey rules regarding Dress,Time,Behaviour towards customers.

Orientation towards employees:

MCB considers its employees as the Human Asset,the most important asset of the whole
organization.So in order to retain this asset as such,MCB’s management fully encourages
and motivates their employees.Special packages,rewards,bonuses etc are awarded to
deserved employees ,and this also motivates the other employees.

Orientation towards customers:

MCB not only focuses on to earn profit.But it also focuses on to increase the customer
satisfaction by providing them best services.For this purpose employees of MCB meet their
customers with good care,special attention and responsibility.They listen their problems
and solve them as early possible.In this way they create a good image of MCB in the mind
of customer.Which is very helpful for attracting the new customers.
MCB also focuses on to provide complete information to their customers.For this purpose
the employees of MCB create a good communication with their customers.If any customer
do not understand English or Urdu then they try to communicate with their customer in
their mother language and provide complete information to him.Except this MCB also
expand a lot of money each year on the advertisement.The main purpose of these
advertisement is to provide complete information to their customers.
 -9-

Easy Goingness:

MCB do not allow any relaxation with their employees within working
hours.However,adequate time has been fixed for refreshment,tea,meal etc.
Also the employees are bound to come and leave at fixed time.However in emergency
cases,employees are fully coorporated.During the banking hours it not allow for the
employees to meet with their friends and members.The main purpose of these rules and
regulations to create improvement in their services.
During our group visit we found that the behavior of the branch manager and their
employees is very good with their customers and also with us.It also create a good image
of the MCB in the mind of customers.If any customer came in their busy time then they
treat them in politely manner.

Collaboration:

In MCB we see, if there is any problem occur.Then branch manager call a meeting of
their employees and get their suggestions. In the end manager take the action which is
best in his view.The culture is very collaborative.The ideas and information is shared and
decisions are mostly made in collaboration with employees.
 - 10 -

SUGGESTIONS

• There should be decentralization in the structure of MCB bank.

• Human Resourse Department must exist at atleast every zonal branch.

• Management should make the market survery time to time,after regular intervals
to have latest and authentic information about market and other influencing
factors

• Marketing campaign should be more strong so that people could fully get aware
about MCB and its services.

• For opening account in bank,to pay or get services from MCB,there must be
online confirmation of NIC from NADRA.

• In every branch,there must be separate refresh room for female employees..

• MCB comprises of more than 900 branches but only 262 have facility of ATM
machines.The remaining branches should also be facilitated with ATM machines
as soon as possible.

• MCB should make more investment in Islamic banking and open atleast one
Islamic Banking branch in every city of country.
 - 11 -

CONCLUSION
• We have concluded that MCB is fully committed,motivated and aimed to do
exactly what is mentioned in its mission statement.

• MCB has ability to face the challenges of present dynamic world.

• Skilled and highly talented staff are keen to provide best services to the
customers in most efficient and effective way.

• MCB management imposes close observation on any uncertain,ambiguous

events.Necessary steps are briskly adopted to reduce risk and uncertainity.

• MCB management is fully aware of present Banks Crises.And has taken

necessary steps to satisfy all of its customers about various rumors that are
in the air.

• MCB aims to build long term relationships with customers,thus making

profitable relationship with them.

• MCB pays full concern towards its employees.Its rewards and motivates
them by rewarding different bonuses.

• MCB is making progress by leaps and bounds.Innovation in collaboration

with creative ideas is taking it to new heights,enabling it to touch climax.

• MCB management also seems interest to prevail over international market.

• MCB has always showed full responsibility towards various societal

activities.

• Finally we conclude that MCB’s journey towards success of heights is going

on…If it keep on moving as so,soon it will touch maximum fame..Even
beyond the imagination…