Submitted to: Sir Saeed Ahmad Khakhi Submitted by: AQSA NOREEN AMNA IDREES AHMAD SARFRAZ USMAN

GHANI MBA 2nd ( Morning)

NATIONAL UNIVERSITY OF MODERN LANGUAGE, MULTAN

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Introduction
Allied Bank Limited was the first bank to be established in Pakistan. It started out in Lahore by the name Australasia Bank before independence in 1942; was renamed Allied Bank of Pakistan Limited in 1974 and then Allied Bank Limited in 2005. In August 2004, because of capital reconstruction, the Banks ownership was transferred to a consortium comprising Ibrahim Leasing Limited and Ibrahim Group. Today, with its existence of over 60 years, the Bank has built itself a foundation with a strong equity, assets and deposit base. It offers universal banking services, while placing major emphasis on retail banking. The Bank also has the largest network of over 925 branches in Pakistan and offers various technology-based products and services to its diverse clientele.
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Allied Bank Limited operates by the following Vision, Mission & Values: Vision
To become a dynamic and efficient bank providing integrated solutions in order to be the first choice bank for the customers.

Mission
To provide value added services to our customers To provide high tech innovative solutions to meet customers' requirements To create sustainable value through growth, efficiency and diversity for all stakeholders To provide a challenging work environment and reward dedicated team members according to their abilities and performance To play a proactive role in contributing towards the society

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Core Values
Integrity Excellence in Service High Performance Innovation and Growth

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Board of Directors

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Management

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Work Flow Analysis

Raw Inputs What materials, data, and information are needed?

Equipment What special equipment, facilities, and systems are needed?

Activity What tasks are required in the production of the output?

Output What product information or service is provided? How is the output measured?

Human Resources What knowledge, skills, and abilities and needed by those performing the tasks?

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Job Analysis
The process of getting detail information about the job is called job analysis.

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Job Description
Every job in the Bank has a specific objective whether it is located in Marketing area, operational area, or any other area of the Bank. The purpose of the job is effectively mentioned on the job description form to be evolved by Human Resource Division.

Purpose, Scope, Duties and Responsibilities of Each Job

Every job description indicates the purpose of the job, its scope and duties and responsibilities in a very precise and clear manner for the employee to properly understand the job requirements effectively. The Departmental managers are encouraged to review this process with their staff enabling them to understand their job specification in a most effective way.

Education or Equivalent Training

Every job description shows the required level of education or training so that the job applicant or incumbents qualification could be measured against the requirement of the job.
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Experience In the circumstances where a job requires certain degree of maturity, seasoning and experience, this is also indicated to evaluate the incumbents competency in such areas. Job Title, Scope of Job, Reporting to the next level of management Every job has a title and shows the scope of the job it is required to do and its next level of management reporting. It is also important that every job shows the number of level from the Presidents job to his/her own job. Evaluation of position description Every Group/Family/Job description is submitted to the Human Resource Committee by Human Resources Department for approval before adoption or implementation.
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Recruitment
The practice or activity carried by the organization with the primary purpose is identifying and attracting potential candidates Reflecting belief in equality of opportunity, Allied Bank is to recruit, hire, train and promote employees in all job categories and at all levels without regard to race, color, religion, sex or medical condition (except where such medical condition legitimately prevents an individual from performing a particular job).

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Recruitment Procedure
Appointments are made both by direct recruitment and by promotion. Employees serving in lower grades that possess the requisite qualifications are eligible to compete when direct recruitment is made in higher grades. All appointments of employees are made through the Human Resources Division in accordance with the policy laid down in this Policy Document.

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Grades of the Job

Classification of Staff:
The permanent staff of the Bank is classified under the following categories:

CATEGORY I
(a) Senior Executive Vice President (b) Executive Vice President (c) Senior Vice President (d) Vice President (e) Assistant Vice President

CATEGORY II
(a) Officer Grade-I (b) Officer Grade-II (c) Officer Grade-III
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CATEGORY III
(a) Head Cashier/Stenographer. (b) Senior Cashier/Steno-typist/Tele-printer/Telex Operator/ Key Punch Operator. (c) Assistant/Typist/Cashier/ Machine and Telephone Operator/ Construction Supervisor/Works Supervisor/ Tracer/ Mechanic and other Technicians.

CATEGORY IV
(a) Electrician (Possessing Wiremans Competency License) (b) Driver (c) Guard / Watchman / Messenger / Electrician / Plumber / Carpenter / Mali and such other staff. (d) Janitor
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Internal Job Watch

In case there is a vacant position to be filled in the Bank, Human Resources Division may invite applications from existing employees for the said job by advertising internally. The existing employees are compete in the same manner as outside applicants to ensure that quality of recruitment is not compromised and fair dealing is demonstrated in this important aspect of personnel function. Human Resources Division ensures that reasonable efforts are made to fill open positions through promotions or transfers without compromising on qualification or quality. The management of the Bank likes to see that maximum number of positions is filled through internal channels.
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External Hiring
When Human Resource Division is unable to locate a person from Within the Bank efforts are made to recruit a person from outside the Bank. The position may be advertised in prominent newspapers, and where deemed necessary, in placement bureaus of educational institutions. If necessary, outside consulting firms may also be approached to identify the desired candidate and assist the Bank in recruitment.
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Conditions of Appointment/Hiring :
Lateral Entries: The minimum educational qualification for the
posts in Category-I & Category-II are as follows: Executives C.A. / ACMAP/Master Degree in Information Technology/MCS/MBA from university recognized by University Grant Commission (UGC) having appropriate experience in banking sector with a minimum of 5 years.

Officer Grade-I
Master Degree in IT/Business/BE/ from a university recognized by UGC with minimum 3 years experience as an Officer in a first class scheduled bank and DAIBP from institute of Bankers.
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Officer Grade-II
Master Degree from a university recognized by UGC with minimum 3 years experience in a first class scheduled bank.

Officer Grade-III
Graduate (with minimum 60% marks) from a university recognized by UGC and passed Stage-II of DAIBP with minimum 3 years experience in supervisory capacity in a

scheduled bank.

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Initial Recruitment:
The minimum educational qualification for fresh hiring in Category-II is as under :

Officer Grade-II
Master Degree in Business/Commerce/IT or B.E. from a university recognized by UGC.

Officer Grade-III
Master Degree (with 60% or higher marks) from a university recognized by UGC.

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Selection
The process by which an organization attempts to identify applicants with the necessary knowledge, skills, abilities and other characteristics that will help it to achieve its goals

Steps of Selection

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Aptitude Test
All entry-level candidates for Category II are given an aptitude and written test to be prepared from a reputed business school to evaluate their IQ. The candidates are required to attain 60% marks in such a test.

Interview
The Human Resource Committee ensures transparency in the selection and recruitment procedure. The Human Resource Committee and/or its delegated authorities conduct interviews for various categories of candidates and recruit the desirable candidates in line with the Banks needs.

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Hiring on Contract Basis

Employee hired on contract for a specified period irrespective of their date of joining are continue to be governed by specified terms of their contract.

Orientation
Once a new employee is hired, it is the duty of Human Resources Division to ensure that he/she receives a copy of the Employees Hand Book and is given a brief and proper orientation to the Banks policy and procedures and information on his/her pay, other benefits and services available in the Banks premises for educational and social purposes to ensure that the new employee gets a feel of corporate culture in which he/she is to be inducted and is comfortable at the time of joining the Bank.

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Probation
Employees are placed on probation for a period depending upon

their category of employment as given in Employees Service Rules.

On satisfactory completion of the period of probation an employee is confirmed. If performance during probationary period has been unsatisfactory, the appointee may be discharged without further notice, or, where permissible under law, may be given a written notice of extension of probationary period.

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Appointment
Human Resource Division authorized by Human Resource Committee issues an appointment letter to the candidate selected for appointment. This letter is briefly outline the position, location of appointment, remuneration, a reasonable period to join, length of the probation, the name/title of the person to whom the new entrant is required to report as well as terms and conditions of service. No traveling allowance admissible for the purpose of joining.

Nomination
The new appointee is encouraged to appoint a nominee for himself and inform Human Resource Division of any change in the same in order to safeguard his interest (in the event of his/her untimely death).
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Age Limit
At the time of the initial recruitment minimum age limit should not be less than 18 years and more than 25 years.

Medical Examination
Every candidate must be declared physically fit by the Banks Medical Officer or any other Medical Authority specified by the Bank in this behalf.

Agreement with the Bank

Every person entering the service of the Bank shall, at the time of his/her appointment sign an agreement in the prescribed form.

Personal Surety
An employee at the time of his/her appointment shall furnish a personal surety.

Confidentiality
All persons hired to work at Allied Bank shall be required to sign a Secrecy Bond.
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Training
A planned effort to facilitate the learning of job related knowledge, skills, and behavior by employees

Training & Development process

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Policy
The training and development policy of Allied Bank is to continuously provide an organized learning environment to its employees under a well-defined program of training through its Human Resources Division. The training plan of the Bank is developed in a manner that various training programs during one year are conducted in an organized manner with a definite time period and all such programs will have a single objective i.e. to increase the possibility of improving job performance and growth.
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Training & Development Strategy

The Training Wing of Human Resources Division perform the

following exercise along with an external consultant, if necessary, to

evolve a Training & Development

Strategy of the Bank:Need Analysis Conduct training needs analyses of key jobs in all units. Prioritize training needs, with a view towards the required integration

of training with the business plan and organize them into a training
master plan that meets priority training needs within the required time period and reasonable departmental budgets.

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Training Methodologies
Reassess the training infrastructure in the context of the training work plan. Make needed improvements in areas such as; restructuring the Training Academies / Centers, methodologies for training course development, methodologies for conducting training, training materials, on-the-job training, identification and evaluation of external training, selecting and preparing trainers, training evaluation and the training organization.

Existing Training Programs

Training need analysis is done every year where feedback is received from line and Central Office executives supervising different key functional / operational areas of the Bank. On the basis of the need and the budget allocation, in-house or ex house training is provided.
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In-House Training
Allied Bank offers in-house training to its staff of various cadres through its Training Academies at Karachi, Lahore and Peshawar. All batch entrants are provided in-house training within a predetermined time frame, which mainly covers subjects on banking and finance including Information Technology. Also they are provided onthe-job training during the course duration. All promotes will be provided in-house training to equip them to handle their new assignment. In-house training is provided to concerned staff at the time of launch of any new scheme, product or service. Refresher course is offered at the Training Academies to Executives and Officers.
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Ex-House Training
The Bank sends its employees on ex-house training within the country or outside and the expenses of the same will be borne by the Bank. In the event that an employee initiates to undertake some diploma, certificate/degree course to obtain expertise and

upgrade himself, the Bank bear 50% of fees of the course undertaken by the employee. However the employee will seek approval of HRC which will determine suitability of the courses that may be undertaken by an employee in line with the need of the Bank and market trend.
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Performance Evaluation
The process through which an organization gets information on how

well an employee is doing his or her job

Setting Standards
All Officers and Executives of the Bank have objectives clearly defined by the Bank which can be measured for evaluating their performance at the end of the year by their respective immediate managers. Clerical and non-clerical staff will have standards and will

be evaluated using Employee Appraisal Form (to be evolved by the

Human Resource Division).

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Establishing Objectives/Goals

All Officers of the Bank completes their goals before the

end of the year for their performance measurement in the next year. These goals highlights the areas where the

individual work, giving time frame for each portion of the

work to be completed and achievements in Rupee terms for revenues and expenses. These goals are assigned by the immediate manager of the incumbent. In the event of transfer or promotion, new goals are advised in writing and assigned within one week of transfer or promotion.

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Dimensions
Each goal l clearly shows a positive financial impact in order to ensure that the Bank is able to determine the impact of each job in Rupee terms at the end of the year.

Performance Appraisal
All Bank staff receives a written performance evaluation at least annually. The principal purpose of the performance evaluation is to provide two-way communication between a supervisor and an employee about the individuals work performance. It also provides a basis for salary changes, promotions, other changes and future plan of action.

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Evaluation Criteria
The appraisers are required to ensure that the goals setting exercise is meticulously conducted in order to avoid any ambiguity and is clearly understood by the incumbent and the supervisors/managers in respect of all the items, i.e. goals must be clear and quantifiable wherever possible.

Interim Appraisals
At least once in a year all managers are required to do performance appraisals for their subordinates. In some cases, it is advisable to carry out this exercise more often, say quarterly or semi-annually, in such areas as project management, or where the subordinate needs a closer review at frequent intervals. This mechanism will provide a supportive approach towards meeting business objectives. This is done on a short form basis highlighting key areas/achievements/issues. This form once completed and signed forwarded to Human Resource Division for employees file.
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COMPENSATION
Policy Statement
It is the policy of Allied Bank to administer compensation fairly and equitably based on valid classification and performance standards.

Salary Administration Program

In order to maintain a competitive package, periodic market surveys is conducted by the Bank in collaboration with professional compensation consultants. These surveys will guide the bank to devise competitive compensation

Starting Salaries
For each job, as per the approved job description, the bank has a grade and connecting with it a range of salary. Consequently, the employees are administered in their respective salary ranges. Same rule applied when the Bank appoints a new person.
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Employee Benefit Plans

As a policy, Allied Banks salary and compensation package include effective benefit plans to raise productivity, increase employee retention and have a positive impact on the bottom line. The benefit plans for its in-service, retired, and employee expired during service is broadly defined as under:

In-Service Benefit Plans

Allied Bank offers its regular employees with the following benefits: Yearly profit bonuses Medical facilities to self and to family. Loan facilities on soft terms. Insurance coverage against accidental permanent or partial disability. Marriage grants. Education allowance/expenses to Clerical and Non-clerical staff. Executives perquisites that include company cars with petrol ceilings, drivers/servants salary, reimbursement of utility bills, club membership etc.
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Retirement Benefit Plans

Allied Bank offers following retirement benefits to its employees : Income security in the shape of monthly income or as a lump sum payment. Monthly income is paid in the shape of pension/benevolent grant as per rules. Lump sum payment includes amount of commutation/gratuity and leave encashment. Special group insurance coverage to employees other than retired on medical grounds, for five years from the date of retirement or up to age of sixty five years whichever is earlier. Medical facilities to self and family as per Staff Service Rules.

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During Service Death

Allied Bank offers financial benefits to the family of the employee expired during service as under : Provides lump sum amount through life insurance policy along with continued monthly income support in the form of monthly family pension/benevolent grant to the family/legal heirs as per rules. Additional payment to family/legal heirs in case of accidental death through accidental death insurance. Lump sum payment to the family/legal heirs of the deceased employee in shape of commutation/gratuity, leave encashment, provident fund balance insurance benefits. Stoppage of further repayment of loan installment pertaining to House Building, Car and Motorcycle Loans by the family/legal heirs of the deceased employee. Repayment of these loans are covered by the insurance plans. Medical facilities to staff and family as per Staff Service Rules.
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STATEMENT OF ETHICS AND BUSINESS PRACTICES

All employees of Allied Bank Limited, hereinafter called ABL, shall:-

ABIDANCE OF LAWS / RULES

Conform to and abide by the ABL rules and obey all lawful orders and directives which may from time to time be given by any person or persons under whose jurisdiction, superintendence or control they may for the time being, be placed. They shall comply with and observe all applicable laws, regulations and ABL policies. Stand firmly against supporting the activities of any group or individual that unlawfully threatens public order and safety. They employees shall not be a member of any political party, take part in, subscribe in aid of, or assist in any way, any political movement. They shall not express views detrimental to the ideology, sovereignty or integrity of Pakistan.

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 Not canvass or otherwise interfere or use influence in connection with or take part in any election as a candidate to a legislative / local body or issue an address to the electorate or in any manner announce or allowed to be announced publicly as a candidate or prospective candidate. They may, however, exercise their right to vote. Not bring or attempt to bring political or other pressure/influence directly or indirectly to bear on the authorities / superior officers or indulge in derogatory pamphleteering, contribute, or write letters to the news papers, anonymously or in their own name with an intent to induce the authority/superior officers to act in a manner inconsistent with rules, in respect of any matter relating to appointment, promotion, transfer, punishment, retirement or for any other conditions of service of employment.
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INTEGRITY
Conduct themselves with the highest standards of ethics, professional integrity and dignity in all dealings with the public, clients, investors, employees, and fellow bankers and not engage in acts discreditable to ABL, profession and nation. If they become aware of any irregularity that might affect the interests of ABL, they shall inform the senior management immediately. Maintain all books, data, information and records with scrupulous integrity, reporting in an accurate and timely manner all transactions / reports.

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 Avoid all such circumstance in which there is personal interest conflict, or may appear to be in conflict, with the interests of ABL or its customers. Not use their employment status to seek personal gain from those doing business or seeking to do business with ABL, nor accept such gain if offered. They shall not accept any gift, favour, entertainment or other benefits the size of frequency of which exceeds normal business contacts from a constituent or a subordinate employee of ABL or from persons likely to have dealings with ABL and candidates for employment in ABL.

Not accept any benefits from the estate of, or a trust created by
a customer, or from an estate or trust of which ABLs Company or business units is an executor, administrator or trustee.

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CONFIDENTIALITY
Maintain the privacy and confidentiality of all the information acquired during the course of professional activities and refrain from disclosing the same unless otherwise required by statutory authorities/law. All such information will remain as a trust and will only be used for the purpose for which it is intended and will not be used for the personal benefits of any individual (s). Inside information about ABLs customers/affairs shall not be used for their own gain, or for that of others either directly or indirectly.

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PROFESSIONALISM Serve ABL honestly and faithfully and shall strictly serve ABLs affairs and the affairs of its constituents. They shall use utmost endeavor to promote the interest and goodwill of ABL and shall show courtesy and attention in all transactions/correspondence with officers of Government, State Bank of Pakistan, other Banks & Financial Institutions, others establishments dealing with ABL, ABLs constituents and the public.

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 Disclose and assign to ABL all interest in any invention, improvement, discovery or work of authorship that they may make or conceive and which may arise out of their employment with ABL. If their employment is terminated, all rights to property and information generated or obtained as part of their employment relationship will remain the exclusive

property of ABL. Not engage in Money Laundering and will be extremely vigilant in protecting ABL from being misused by anyone to launder money by strictly complying with Know Your Customer policies and procedures.
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BUSINESS/WORK ETHICS
Respect fellow colleagues and work as a team. They shall at all times be courteous and not let any personal differences affect their work. They will treat every customer of ABL with respect and courtesy. Ensure good attendance and punctuality and demonstrate a consistently good record in this area. For any absence during working hours, they shall obtain written permission of their immediate supervisor. They shall not absent themselves from their duties, nor leave their station over night, without having first obtained the permission of the competent authority. Maintain a standard of personal hygiene and dress appropriately for attendance at work. Their appearance must inspire confidence and convey a sense of professionalism.
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 As personal responsibility, safeguard both the tangible and intangible assets of ABL and its customer(s) that are under their personal control and shall not use ABL assets for their personal benefits except where permitted by ABL. They shall not use any ABL facilities including a telephone to promote trade union activities, or carry weapons into ABL premises unless so authorized by the management, or carry on trade union activities during office hours, or subject ABL officials to physical harassment. Not indulge in any kind of harassment including sexual harassment or intimidation whether committed by or against any senior/junior, co-worker, customer, vendor or visitor. They shall not use language, written or spoken in intra-office communication(s) or communication(s) with individual(s) outside the office that may contain any statement or material that is offensive to others. They shall never use ABLs system to transmit or receive electronic image or text containing ethnic slurs, social epithets or anything that might be construed as harassing, offensive or insulting to others.
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 To meet their responsibilities to fellow employees, customers and investors they shall help in maintaining a healthy and productive work environment and shall not engage in the selling, manufacturing, distributing, using, any illegal substance or being under the influence of illegal drugs while on the job. Ensure strict adherence to all health and safety policies as may be implemented from time to time by ABL. Not give any interview in the print/electronic media or have their photograph displayed or act in television / stage plays or in cinema without having permission from the competent authority. Intimate Human Resource Division of any changes in the personal circumstances relating to their employment or benefits.

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 Employees shall also not indulge in any of the following activities except with the prior permission of the competent authority: Borrow money from or in any way place themselves under pecuniary obligation to broker or moneylender or any employee of ABL or any firm or person having dealings with ABL. Buy or sell stock, share or securities of any description without funds to meet the full cost in the case of purchase or scrips for delivery in the case of sale. However, they can make a bona-fide investment of their own funds in such stock, shares and securities as they may wish to buy. Lend money in their private capacity to a constituent of ABL or have personal dealings with a constituent in the purchase or sale of bills of exchange, Government paper or any other securities.

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 Guarantee in their private capacity the pecuniary obligation of another person or agree to indemnify in such capacity any person from loss. Act as agent for an insurance company otherwise than as agent for on behalf of ABL. Be connected with the formation or management of a joint stock company. Engage in any other commercial business or pursuit either on their own account or as agent for another or others. Accept or seek any outside employment or office whether stipendiary or honorary. Undertake part-time work for a private or public body or private person, or accept fee thereof.

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SWOT ANALYSIS
STRENGTHS
Allied Bank Limited has certain strengths which are different from the other Banks. ABL is the first Muslim Bank of the world, which is owned and managed by its own employs. This is the biggest strength of the Bank. A feeling of ownership is present in every employ, which not only helps in increasing the productivity of employs but also creates sincerity with the Bank in them. Another strength is the high motivation of employees to their work because they know that what so ever they do, it will be in their own benefit. They know that the profit, which they will earn, will be distributed among all the employees. So they work with high motivation and concentration.
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 Salaries are very reasonable, so the employees are not financially disturbed and they devote their selves fully to their work. They have wide area network in all over the Pakistan, so that they cover a lot of portion of cash transactions and make customer satisfied. The Bank has very strict rules and regulations about the customers complaints. The customers are treated as very special persons in the Bank.

WEAKNESSES
No entertainment facilities are available in the Bank when customer goes to the Bank and wait for a longer time. These facilities can be the newspaper, magazines, etc. Advertisement of ABL is not such goods as of other banks. Out look of the ABL branches is not attractive to the people.
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OPPORTUNITIES
The policies of the new government to uplift the economy and pursue financial sector reforms are expected to yield positive results in the banking industry of the country. The ABL is very well praised to avail promising opportunities. As a result of the different steps taken by the

Government regarding the betterment of the economy, small borrowers are attracted to get the financing and start small businesses. So, the ABL has an opportunity to attract the customers by giving them attractive schemes.
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THREATS
First threat is that of political influence. Three boards of directors are of government. So that they can influence on the decisions of the ABL. The biggest threat in the banking sector is the continuous downfall of the country economy since the last few years. If this downfall remains for more few years then it may be the great hindrance in achieving the Banks objectives. The privatization of other banks is also a threat for the Bank. Due to the privatization of the different bank e.g. MCB, the competition has increased a lot. Furthermore many private banks have come in the sector due to which it is becoming more difficult day by day to attract the customers.

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Conclusion
As we study the history and visits of the company and we also interview the managers and meet with employees we come to know that Allied bank was established in 1942 with the name of Australasia and it was renamed in 1974 as allied bank of Pakistan. The bank is owned by Ibrahim group and the owner of Ibrahim group is Mohammed Naeem Mukhtar. Today with the existence of 60 years the bank has built itself a foundation with the strong equity, assets and deposits base. It offers universal banking services. The bank also has the largest network over 925 branches in Pakistan and offers you various technology base products. as far as its branches are concerned Allied bank has its branches in Rawalpindi, Jhelum, Faisalabad, Karachi, Sargodha, Multan, Bahawalpur, Hyderabad, Peshawar, Mardan, Azad Kashmir, Lahore, Quetta and Gujranwala, Islamabad.
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 The bank has the specific objectives and to fulfill these objectives they design the jobs and analyze the skills which are required for performing these jobs. After designing the jobs they recruit and select the potential candidates. As far as recruitment is concerned for higher post they prefer internal recruitment but if necessary they recruit externally also. After recruitment they conduct different tests and interview for selection. And allied bank appoint individuals without regard of any discrimination Allied bank appoint employees on contract basis. After selection of employees training is provided to them according to the nature of the job. The training may be in-house or ex-house. Allied bank offers inhouse training to its staff of various categories through training academies at Karachi, Lahore and Peshawar.
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 All batch employees are provided in-house training within predetermined time frame. The new comers and promotes are also provided in-house training to equip them to handle new assignments. As far as ex-house training is concerned either it is within the country or outside the country the expenditures are bear by the bank. Performance of the employees is evaluated quarterly, semiannually

or annually it depends on the nature of the job and compensation is

provided to them according to their performance. Performance of the employees is evaluated on the basis of standards set by the higher management. It is the policy of bank to administer compensation fairly and equitably based on valid classification and performance standards.

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The bank has In service benefit planes in which include Bonuses Insurance coverage Medical grant Educational allowances Executive pre requests Retirement benefit planes Monthly income or as a lump sum payment Special group insurance Medical facilities During service death Provide lamp sum amount through life insurance policy Medical facilities to family Additional payment to family
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RECOMMENDATINOS and SUGGESTIONS

Training programs should be introduced by the

bank to train their lower staff.

Upper management should have interaction with lower management They should advertise their bank and their services in order to compete with other banks.

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