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Abstract

This is a set of three short case studies in retail banking. The first case study is about the predicament of Bheem Rao, a newly appointed manager in a mid-sized public sector bank. If he decides one way, he risks being censured for violating his bank''s policy, if he decides another way, he risks losing customers. The second case study is about Nirmal Kumar, a bank manager in a new age private sector bank in India. He has been approached by a transport operator named Sajjan Singh for a loan. Nirmal has collected and reviewed all the relevant information. Now he has to calculate the debt service coverage ratio (DSCR) and, taking into consideration the various bits of information available to him, take a decision on whether to extend the loan to Sajjan. The third case study is about Raghunath Gupta, a manager in a large public sector bank in India. He had informally gathered some insights into what role a bank and its services played in a customer''s life, on the insistence of his reporting manager. These insights prompted him to take a relook at the deposits products and allied services that he was handling. These case studies help the students understand a range of issues and concepts in marketing of financial products and services, banker-customer relationships, account opening/time norms, issues in making a lending decision, various factors to be considered in a prospective borrower before extending a loan, DSCR calculation, deposits and allied services, rural marketing issues, etc.
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Abstract

This is a set of three short case studies in retail banking. The first case study is about the predicament of Bheem Rao, a newly appointed manager in a mid-sized public sector bank. If he decides one way, he risks being censured for violating his bank''s policy, if he decides another way, he risks losing customers. The second case study is about Nirmal Kumar, a bank manager in a new age private sector bank in India. He has been approached by a transport operator named Sajjan Singh for a loan. Nirmal has collected and reviewed all the relevant information. Now he has to calculate the debt service coverage ratio (DSCR) and, taking into consideration the various bits of information available to him, take a decision on whether to extend the loan to Sajjan. The third case study is about Raghunath Gupta, a manager in a large public sector bank in India. He had informally gathered some insights into what role a bank and its services played in a customer''s life, on the insistence of his reporting manager. These insights prompted him to take a relook at the deposits products and allied services that he was handling. These case studies help the students understand a range of issues and concepts in marketing of financial products and services, banker-customer relationships, account opening/time norms, issues in making a lending decision, various factors to be considered in a prospective borrower before extending a loan, DSCR calculation, deposits and allied services, rural marketing issues, etc.

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