reliance retail

hey i have made a case study on rrel fresh... its huge.... there sooo many things and u will never know by the end wt is most imp..
im in 2nd sem of mba itself from welingkar...u
 
Hi!
Even I will also pursue my summers at Reliance Retail - Mumbai Office.
Pls. do share if you have any data/info.
Thanx & all d best.
 
hi i m doing a market survey project on reliance fresh if its of ur use then u i cud be of ur help
i m in 2 sem of mba from amity business school
 
:SugarwareZ-299:
This week will witness outflows towards auction of government securities held last week and advance taxes.

These events may have an indirect impact on the interest rate which is poised to go up. Therefore the companies may like to wait till the interest rates stabilize before they decide to raise money from the domestic bond market.

However, banks will continue with their fund raising programme, both for their interbank regulatory requirements and finance the credit opportunities. The funds will be dearer since most of the banks will be vying for the same pie.

The secondary market demand for corporate bonds is also likely to remain lacklustre. This is because most of the banks running short of funds and first preference for investments will be government securities. Foreign banks, which have been stocking up corporate bonds especially perpetual bonds floated by banks, are away from the market due to the calendar year end.

Recap: The spread between the triple-A corporate paper and government security of similar maturity narrowed down to 100-120 basis points as against 125-130 basis points earlier. The banking sector raised around Rs 1,282 crore through certificate of deposits for the fortnight ended October 27 while corporates mobilised only Rs 239 crore through commercial papers for the fortnight ended November 15.

Government Securities
To remain bearish

The government securities market is expected to remain thin, accompanied by a sentiment bearish. Banks will be rather busy securing liquidity, and the recent hike in cash reserve ratio (CRR) by the RBI is likely to add to the panic.

This week will witness outflows towards auction of government securities held last week and advance taxes.

While Rs 18,000 crore has already been collected as advance taxes for excise, customs and services taxes, another Rs 18,000-30,000 crore will go towards advance payment of direct taxes. Over and above, banks will have to secure funds for credit since the lendable resources have been squeezed through the CRR hike.

While it is meant to curtail the excessive liquidity in the system as evident from currency in circulation and money supply, it may impact the flow of bank funds into credit. Therefore, banks will have to set aside funds towards committed loans.

In this scenario, trading in government securities is likely to remain restricted and need-based. Foreign banks, which are there in the g-sec market mostly as traders, are staying away from the market with the year draws to a close, as most of them finalise their books for calendar year closing of the parent overseas.

Even as they are largely surplus with funds, each of public sector banks has a regulatory limit as well as counterparty limit for lending to another bank.

Market players expect to see buying interest from banks, provident funds, mutual funds etc after gilt prices fall considerably.

At the global level, as the dollar is expected to depreciate against major currencies following the weak non-farm payroll data, this could push down prices of US treasury bonds.

However, a section of the market feels that US treasury bonds may see a rally since most fund managers will be parking money in fixed-income instruments such as US bonds by exiting riskier assets. Moreover, the impact of the Federal open market committee meeting will be crucial for US bonds’ yields, which will be closely monitored by the domestic gilt market players.

In this backdrop, the yield on the ten-year benchmark paper is likely to rule in the range of 7.37-7.45 per cent.

Recap: The market remained rangebound amidst lacklustre trading. There was apprehension of receding liquidity and auction. Even as both the government papers were subscribed well by the market at expected cut-off yields, banks and traders were busy preparing for liquidity rather than trading in gilts.

The trading of gilts was mostly for stocking up the papers to be exchanged with the banking regulator under the repo mechanism to borrow liquidity for the next week.

Rupee
On a seesaw

The spot rupee is likely to be on a seesaw. On one hand, the market is expecting moderate inflows – mostly in the form of portfolio investments from institutional investors.

These funds will make way into the domestic equity market, which is getting ready for big-ticket IPOs. Otherwise, no major foreign inflows are expected this week as the western world is gearing up to enjoy Christmas holidays.

On the other hand, there is not much demand for dollars from the corporate. However, if oil prices remain volatile or continue rising, the demand may go up. If the dollar-rupee levels change either owing to cross-currency impact or RBI intervention to infuse rupee liquidity, interbank may panic and cut its positions.

The dollar, globally, is expected to remain bearish against major currencies. This is because, even if the non-farm payroll data released in the US had been better than the market expectations, the manufacturing payroll data for the last month have been revised downward from -39,000 to -44,000.

This has already initiated a bout of rally in all major cross-currencies against the dollar. The week will see many a trigger. The US will release data on trade balance and the Federal Reserve will hold the open market committee meeting to spell out its stance on interest rates.

As the RBI has raised cash reserve ratio and the market is expecting a tightness in liquidity, particularly after the advance tax outflows, the rupee premia to be paid for booking forward dollars are likely to move up.

Even as the market will be thinly traded as regards to demand and supply, interbank players may stock up dollars for the future by booking them at a forward date.

Just as lendable resources have come down with a hike in CRR, the rupee interest rate may go up as banks will be reluctant to lend. Therefore, cost of booking rupees for paying dollars is also likely to rule higher.

In this backdrop, the spot rupee is expected to rule in the range of 44.50-44.80 to a dollar.

Recap: The spot rupee remained rangebound during the week, finding it difficult to break the upside limit of 44.60 to a dollar. While foreign exchange inflows were abundant in the market, the RBI was quite active in buying dollars and infusing the rupee liquidity in the market. During the beginning of the week, the rupee fell owing to tracking a strong dollar. This is because with the year coming to an end, most global fund houses are withdrawing from riskier assets and are shifting to fixed-income assets, primarily US treasury bonds.

Because of the inflows into the dollar, it appreciated against other currencies. Towards the end of the week, cross-currencies rallied against the dollar, and this also brought about a round of appreciation for the rupee against the dollar.

The premia for forward dollars remained higher owing to apprehension on the liquidity front. And since liquidity is expected to be tight owing to advance tax and auction outflows, it was factored into the rupee premia paid for booking forward dollars.




The immediate trigger for the market slide yesterday supposedly was the RBI raising the Cash Reserve Ratio of banks by 0.5%. What has been the impact of this on banking stocks? Sunil Garg, MD, Head Asia Banks & Financial Services at JPMorgan Securities give their views.
Sunil Garg expects further rate hikes. He also says that deposit rates to rise. He does not see much impact of CRR hike on earnings in the short term. He feels that PSU banks will face more pressure.
Hemindra Hazari of Karvy Stock Broking believes that the reaction to CRR hike has been overdone. He adds the banks earnings are likely to come down by 4-5%.
Excerpts from CNBC-TV18's exclusive interview with Sunil Garg and Hemindra Hazari:
Q: What are your thoughts on what the RBI has done and how this impacts deposit rates, yields and indeed lending rates for these banks?
Garg: We have been cautious on the banking sector in India from a regional perspective with a view that the RBI's monetary tightening was not over. I think the CRR increase is part of the various monetary tightening measures RBI has been taking.
Our view is that there will probably be some more rate hikes to follow as well. What it does obviously is it pushes up deposit rates, as we saw State Bank of India, just ahead of the CRR hike, raised deposit rates. The question is will banks have the ability to pass on the increase in interest rates on the lending side without necessarily impacting volume growth. I guess with liquidity supply coming under constraint next year and loan growth slowing down, we have been cautious and this sort of plays to that.
Q: What are your own expectations? Do you think these banks will struggle on the profitability front and growth front over the next one year? Do you need to be cautious there or do you think yesterday's fall actually captures all the bad news?
Garg: I think 8% fall is probably going to be a bit noisy. But I think in the very short-term, you will probably not see a huge impact on earnings, certainly in the coming quarter. But I would think that if the scenario of credit growth slowing down plays out, then there would probably be more pressure going into next year.
Q: On a stock performance basis, how would you construct the picture for the PSUs versus private banks in the next two months or so?
Garg: I have not come across a situation where if the private banks are weak, then the PSU banks have the ability to fight that. Particularly when interest rates are rising, then state owned banks have generally been under more pressure because of their heavy bond portfolios. So I think the lead would still be provided by the private banks.








Q: How much more do you see the 10 year yield rising, do you see it going back to the 8% kind of levels over the next 3 months or so from a bond market perspective?
Garg: Without wanting to be an expert in the bond market, our expectations is that this will continue to trend up towards that level. But without specifically been drawn into a level on a 3-month basis, we see the bond yield trending up on a 10 year perspective and RBI's interest rates also trending up.
Q: Are you cautious as well or not quite so?
Hazari: I am not quite cautious because the reaction that we saw yesterday was overdone. We expect that purely on just the CRR rate hike, banks earnings would come down by about 4-5% for FY08 and that is not taking into account, if they were to increase their lending rates. So that is one aspect.
The second aspect being what will happen to the bond portfolio, currently most of the PSU banks bond portfolios are hedged till about 10-year yield of about 8.1%. So I don’t think there is any immediate worry from that perspective. I think the market has overreacted and I still see the PSU banks, the underlying trend is strong and we remain positive on some of the stocks that we cover.
Q: It is zero yield though for CRR, so in terms of their margins, do you expect any impact on these banking stocks?
Hazari: Immediately of course with the CRR, when the money gets impounded, they don’t earn any yields. So obviously, it forces them to increase their lending rates on their loans.
Now, what we would and some of the bank Chairmen have indicated that they will tighten the Sub-PLR loans first. So they have to compensate for this loss of income and that is what we expect them to do. However, if they decline to do so, then obviously their margins would get impacted, which I don’t think they will do.
Q: Are you apprehensive though that this is the beginning of some more tightening over the next 3-4 months and you could see rates actually inching up higher, which might force you to relook at what the banks may actually fair out over the next 6 months or so?
Hazari: I expect rates to creep up. But having said that, banks make money either way and there may be some short-term impact but even in rising or declining interest rate scenario, banks will make money if they are able to maintain their margins.
The only problem is the bond portfolio. Although a lot of problems have been addressed there, but if the 10-year bond yield increases to over 8.1%, then the banks will have to do additional provisioning. But for the short-term, for the next 3 months, I am not concerned about these things.






The immediate trigger for the market slide yesterday supposedly was the RBI raising the Cash Reserve Ratio of banks by 0.5%. CNBC-TV18 reports on how the hike might affect banks' bottomlines.
The Reserve Bank' raising the Cash Reserve Ratio by 0.5% means that banks will have to lock up Rs 13,500 crores of their cash with the Central Bank and get no interest on it. But will this hurt bank profits so much as to warrant a 6.5% fall in the Bankex? Most bankers think not. The news isn't postive they admit, but it will hurt profits very marginally, if at all they say.
"We have in our calculation that the impact on our bank will be Rs 10 crore," said Anil Khandelwal, CMD, Bank Of Baroda.
Besides having to place more cash with the RBI, banks could also make treasury losses as bond prices fall. But experts say, as of now, there isn't too much of a down side on that from either.
"This is going to have only a second decimal impact on bank earnings because they are running on strong credit margins right now and credit growth is good and the hit they used to take on the investment cycle is out of the way," said Investment Advisor, PN Vijay.
What's worrying the market is whether the RBI Governor Y V Reddy will come in with more tightening steps. The Finance Minister's statement that more steps will be taken if necessary to curb inflation, smacks of another rate hike. This would mean more treasury losses.
Also, banks will be forced to raise deposits at higher and higher rates. With the Finance Minister and RBI specifically stating that loan growth needs to cool down, bankers may face a hit on margins and volumes, however, forex flows can change this picture. If FII and FDI flows continue, and if the government spending rises, as it might in the last quarter of the year, bond prices may be stable and banks may see less pressure





















RBI lowers the boom
MUMBAI: Will the Reserve Bank of India’s decision to hike the cash reserve ratio (CRR) of banks to 5.5% tip the markets towards a correction?
Since banks have been at the forefront of the most recent rally, the answer should be a clear yes. But analysts say that the correction may not be too deep. “The decision to hike CRR could be one of the factors leading to a correction in the markets. But I do not think it would have much of an impact. The markets would rather look out for global cues. Banks will have to set some cash aside, but I do not think even they will be affected much by this,” says Andrew Holland, head of the strategic risk group at DSP Merrill Lynch.
Rajesh Jain, managing director of Pranav Securities, is bracing for a small impact. “It will create a bit of negative sentiment and push the correction a little farther down. Shares of all companies will be hit, including those in the housing, banking and retail sectors. But shares of companies that have capital-intensive businesses may be relatively less-affected,” says Jain.
Nobody expects the CRR hike to have long-term impact, though. “Since the CRR move comes in two stages, it will slowly cool down the overheated capital expenditure (capex) cycle of Indian companies.
CRR hike lowers the boom
It may not have a big impact on the market. If needed, big companies have the option of raising foreign money. But the smaller players do not have many options. Coming to banks, a rough assumption says that their net interest margins could dip by 10 basis points,” says Sandeep Shenoy, strategist at Pioneer Intermediaries.
After sweeping up gains for six weeks in a row, the Bombay Stock Exchange Sensex, at 13,799.49 points on Friday, stood 0.33% lower to its previous week’s closing. The Nifty had also shown a change in trend on Friday, closing lower on a weekly basis after scorching an eight-week-long winning streak. Following this, technical analysts had concluded that the Sensex would correct till 13,200 points, and the Nifty would hit a bottom at 3,850 points.
On the plus side, though, there’s enough corporate action set to happen in banks. ICICI Bank, for example, has announced a 925:100 share swap ratio for the takeover of Sangli Bank - largely to grab its 194 branches. If this move finds favour with the central bank, the shares of all private sector banks could rebound in anticipation of M&A activity.
Monday is the day to watch. “I do not think the CRR hike will affect the markets much. There is ample liquidity in the system. But we can take a better call on the market movement only on Monday,” said the head of a foreign fund house who declined to be named.

Bonds rally is set to abort
Arjun Parthasarathy
MUMBAI: The Reserve Bank of India (RBI) has played spoilsport to a bond rally which saw yields drop by 80-120 basis points (100 basis points = 1%) across the curve over the period from August to December, 2006. The RBI has, against all expectations, raised the cash reserve ratio of banks from 5% to 5.5%, which will suck out systemic liquidity by Rs 13,500 crore. The reason for the CRR hike given by the RBI was that it was intended to contain inflationary expectations. The RBI’s fiscal year-end target for inflation (as measured by the wholesale prices index, or WPI) is between 5 to 5.5% while current inflationary trends indicate that inflation will test the 6% levels in the coming weeks.
The unspoken reason for the CRR hike is the large US dollar flows into the country through portfolio and external commercial borrowings (ECBs).
There are expectations of inflows of more than US$ 3 billion in the coming months through corporate borrowings, American depository share receipts and equity purchases in the primary and secondary markets by foreign institutional investors (FIIs). The RBI is already sterilising a part of the flows through market stabilisation scheme auctions.
However, since the flows are large and bunched up in the next couple of months, the RBI must have felt that a CRR hike is the best form of sterilization to prevent the excess liquidity from going into speculative assets (equity and property).
The timing of the CRR hike, in between two policy reviews (October and January), suggests that the RBI is worried about inflation, credit growth and liquidity. The bond markets, by rallying sharply over the last four months, had become complacent on inflationary expectations and this CRR hike is a wake-up call. The markets will be right in presuming a tight monetary policy stance in the January review of the policy. A rate hike is fairly certain, but what more can one expect?

DOUBT
Monday will see the markets opening with a gap downwards. The overnight rise in US 10-year treasury yields by seven basis points (week on week rise of 15 bps) will also prey on the market’s mind. The market is heavy after a Rs 9,000 crore auction and traders will look to offload. The correction at the short end will be the sharpest, given that liquidity and short-end yields are the worst hit on a CRR hike.
Yields at the short end may move up by as much as 50 basis points as there will be no buyers for short papers. The longs may see buying on falls by traders and nationalised banks who took profits too early in the rally, but over a longer period yields will trend up. Long ends may correct by 10 bps initially but the correction will be sharper down the line.




CRR hike not to affect banks' profits: FinMin
New Delhi, Dec 13: Reserve Bank's decision to hike the percentage of deposits all banks must park with it will not affect their profitability, a senior Finance Ministry official said today.

"No impact on profitability of banks," Vinod Rai, Special Secretary (Financial Sector Services), said when asked if the CRR increase would affect the profitability of banks.

RBI had last week announced a 0.5 per cent increase in Cash Reserve Ratio to 5.5 per cent in two phases to absorb excess liquidity from the economy and check rising prices.

However, Andhra Bank Chairman K Ramakrishanan said the bank's profitability was likely to take a marginal hit due to the CRR hike.

"The rise in CRR will have a marginal impact of Rs 2.8 crore on profitablity," Ramakrishanan told reporters on the sidelines of signing of a Memorandum of Understanding with India Infrastructure Finance Company Ltd.

To maintain CRR at 5.5 per cent, the outgo from Andhra Bank may be an additional Rs 300 crore, Ramakrishanan said.

On raising resources he said, the bank had headroom to raise Rs 1,400-1,500 crore through Tier II capital.

However, it would not raise runds this fiscal through Tier I or Tier II capital, he added.

On interest rates scenario, he said: "Interest rates are stable and there would be no hardening, at least till end of this financial year."
--- PTI





CRR hike could lead to selling in bank stocks
NISHANTH VASUDEVAN

TIMES NEWS NETWORK [ MONDAY, DECEMBER 11, 2006 03:08:56 AM]


MUMBAI: Bank shares could attract selling following the Reserve Bank of India’s surprise move on Friday to increase cash reserve ratio (CRR) by 50 basis points (0.5%) to 5.5%. The rate hike, which will be effected in two phases — 25 basis points each on December 23 and January 6 — is aimed at controlling inflationary expectations and is likely to push up interest rates.

Analysts feel the impact of the rate hike might not be restricted to bank shares, but could affect the overall sentiment of the broader market, especially when there are concerns over steep valuations and lack of breadth.

On Friday, share indices fell over 1% after closing at record level in the previous five sessions. As CRR deposits with the central bank do not fetch any income, banks will be forced to hike deposit and lending rates to protect their margins, analysts said. This rate hike — the first after September 2004 — comes at a time when credit is growing at 30%, compared with a deposit growth rate of just 20-22%.

Banking sector has outperformed other sectors over the last one month. The benchmark Bankex has risen over 9%, beating other sectoral indices by a wide margin. Dealers said huge positions have been built up mostly in state-owned banks, and these stocks attract more selling pressure if sentiment for the sector as a whole weakens.

The CRR hike seems to have taken the market by surprise, with analysts still unsure about the exact reason behind it.

“This was totally unexpected and has caught the market off-guard. The central bank is clearly trying to impact the long-term liquidity. It shows that RBI is more concerned about inflation in the longer run,”

said Kashyap Jhaveri, banking analyst, Emkay Shares & Stockbrokers. Inflation rate as on November 25, based on the wholesale prices index (WPI), stood at 5.3%, down from 5.45% in the previous week, while the economy grew 8.9% and 9.2% in the first two quarters of the year. On charts, analysts said the bias is negative, as the market on Friday closed below key supports.

“The bias is down as long as the Nifty continues to close below 4000. The market is evenly poised for Monday and select heavyweights in the banking and auto sectors are at their key support levels,” said a technical analyst at brokerage Sharekhan, while not ruling out a fall to 3930 in intra-day trades on Monday.

CRR hike to hit bank profitability'

Sunday, 10 December , 2006, 08:33

Mumbai/Chennai: The 50 basis point hike in cash reserve ratio (CRR) to 5.50 per cent by the RBI will impact banks' profitability, say bankers. CRR refers to the RBI holding back a percentage of bank deposits in cash for free to control liquidity in the system. The central bank's surprise move may put pressure on lending rates even as bankers are assessing the impact.

Right move
Given a choice between hiking the reverse-repo (banks parking free funds with the RBI) rate and the CRR, bankers agree the RBI has made the right move by marking up CRR. "The central bank has chosen the better option and it is now left to us to decide on an interest rate hike," said V. Sridar, Chairman and Managing Director, UCO Bank.
The increase in CRR will, however, make a dent in profits, as banks do not earn interest on cash parked with the RBI. "UCO Bank will have to park an additional Rs 270 crore with the RBI and that could cut profit by Rs 15 crore," said Sridar.
The Chairman of another public sector bank said the CRR hike would mean parting with another Rs 280 crore and drain Rs 3 crore of profit.
"The hike comes at a time when mobilisation of resources is getting difficult. But the impact on interest rates is yet to be ascertained," said the Chairman of a large public sector bank. Bankers acknowledge the strain on interest rates.
"We will probably raise our deposit and lending rates," said Bhaskar Ghose, Managing Director and CEO, IndusInd Bank.
"There will be a slowdown in credit growth, which is currently growing at 31 per cent, year-on-year. Lending rates will go up and consumer loans are likely to take a hit," he added. Ghose said deposit rates could rise by about 75-100 basis points and banks would have to look at new ways of garnering deposits. "We are comfortable with our lending rates and have no immediate plans to hike them. This year has already seen a 100 basis point (one percentage point) rise in lending rates," said K. Ramakrishnan, Chairman and Managing Director, Andhra Bank.
"Our bank will have to commit about Rs 300 crore extra on account of this requirement. That will impact our profits by about Rs 2.5 crore this year."
According to T.S. Narayanasami, Chairman and Managing Director, Indian Overseas Bank, "Our bank will have to maintain another Rs 350 crore without interest. That would cost us something in the region of about Rs 1.25 crore a month." He termed the CRR hike as an inevitable corrective measure in the light of inflationary pressures.
He expressed concern about the impact on the debt market. "If the inflow of funds dries up, yields may move up and that will affect our treasury portfolio," he said.
Dr K.C. Chakrabarti, CMD, Indian Bank, said that his bank would have to maintain about Rs 200 crore of extra CRR based on the new requirement.
In pix: Newsmakers of the week
He said, "The RBI is signalling all players should behave responsibly. All of us have to re-examine our lending habits." M.B.N. Rao, CMD, Canara Bank, said, "Given that money supply has been growing at over 19 per cent and inflation also higher than earlier, and credit growth continuing at 30 per cent plus for nearly three years now, they had to take this step. Some of the surplus liquidity will now be sucked out. The RBI wants us to direct lending towards more productive sectors of the economy."
Treasury officials fear a sharp rise in yields when it opens on Monday.
"The bond market is likely to react adversely. Bond prices may fall and the 10 year yield could harden by as much as 20-25 basis points," said P. Mukherjee, senior Vice-President, Treasury, UTI Bank



DOUBT


Liquidity
Rs 30000 cr tax outflows

Liquidity is likely to remain tight in the short term, definitely this week. The collection towards customs, excise and service taxes has been to the tune of Rs 18,000 crore.

Advance collections towards direct taxes are expected to mop up around Rs 20,000-30,000 crore. The auction outflows will be at Rs 9,000 crore. Over and above these, the system will start preparing itself for maintaining liquidity to meet reserve requirements for the coming fortnight.

These were the scheduled outflows that will now be complemented by the 50 basis points hike in cash reserve ratio (CRR) announced on Friday by the Reserve Bank of India (RBI).

The hike will be effective in two tranches of 25 basis points each on December 23 and January 6, absorbing around Rs 13,500 crore from the market. Even if the CRR effect will actually happen a week later, the banks will be wary of spending.

The impact of the hike on liquidity could be gauged from the fact that even before the announcement was made, banks were seen taking steps to set aside funds to meet the liquidity requirements.

Banks across the board have excessively borrowed one month term money through interbank. They have even bought treasury bills and government securities so as to stock themselves with papers for repoing with the RBI.

There will be an inflow of around Rs 1,423 crore as against an outflow of around Rs 5,463 crore, including the treasury bill auctions and sale of state development loans.

Call rates
May rule high

The interbank call rates are expected to rule higher since the market is expecting the liquidity situation to be tight. While outflows towards the auction and advance tax materially impact the liquidity, the sentiment will get bearish following the CRR hike by the RBI.

Bankers are of the view that unlike the last quarter when call rates surged following the advance tax payments, they may not inch up so high this time.

This is because, liquidity is evenly distributed among market players and not concentrated in the pockets of public sector banks.

This was the reason why the call rates last quarter zoomed to 8-9 per cent despite reverse repo bids remaining high. Reverse repo is the liquidity adjustment facility (LAF) of the RBI through which it absorbs the excess liquidity from the market.

The even distribution of liquidity with the banks has been a result of the steps taken by all banks to set aside funds beforehand to tackle the tightness apprehended in the months to come.

Treasury bills
Cut-off yields to rise

The government will auction 91-day and 182-day t-bills to raise Rs 3,500 crore. The cut-off yields may inch up following concern on liquidity. They are also likely to get affected by the CRR hike which, in turn, will dent liquidity and in the process get factored in pushing up the short-term interest rates.

The t-bills secondary market trading is also likely to be thin since banks will be cautious of investing and would rather be earmarking funds to tackle liquidity tightness.

However, if liquidity becomes too vulnerable, then banks might buy t-bills for reserve requirements and also for repo with the RBI to borrow short-term funds.

Recap: The inflation rate dropped marginally to 5.30 per cent for the week ended November 25 due to a fall in food prices.

Year-on-year inflation based on the consumer price index for industrial workers, urban non-manual employees, agricultural labourers and rural labourers worked out to 7.3 per cent, 7.2 per cent, 8.4 per cent and 8.1 per cent in October 2006 as against 4.2 per cent, 4.6 per cent, 3.2 per cent and 3.2 per cent, respectively, a year ago.

Corporate bonds
Wait and watch approach likely

The corporate sector may like to take sometime before they decide on raising funds through bonds. This is because the market is likely to witness the liquidity squeeze following outflows towards auction and advance taxes.

Moreover, the tightness in liquidity may further aggravate with the CRR hike.

These events may have an indirect impact on the interest rate which is poised to go up. Therefore the companies may like to wait till the interest rates stabilize before they decide to raise money from the domestic bond market.

However, banks will continue with their fund raising programme, both for their interbank regulatory requirements and finance the credit opportunities. The funds will be dearer since most of the banks will be vying for the same pie.

The secondary market demand for corporate bonds is also likely to remain lacklustre. This is because most of the banks running short of funds and first preference for investments will be government securities. Foreign banks, which have been stocking up corporate bonds especially perpetual bonds floated by banks, are away from the market due to the calendar year end.

Recap: The spread between the triple-A corporate paper and government security of similar maturity narrowed down to 100-120 basis points as against 125-130 basis points earlier. The banking sector raised around Rs 1,282 crore through certificate of deposits for the fortnight ended October 27 while corporates mobilised only Rs 239 crore through commercial papers for the fortnight ended November 15.

Government Securities
To remain bearish

The government securities market is expected to remain thin, accompanied by a sentiment bearish. Banks will be rather busy securing liquidity, and the recent hike in cash reserve ratio (CRR) by the RBI is likely to add to the panic.

This week will witness outflows towards auction of government securities held last week and advance taxes.

While Rs 18,000 crore has already been collected as advance taxes for excise, customs and services taxes, another Rs 18,000-30,000 crore will go towards advance payment of direct taxes. Over and above, banks will have to secure funds for credit since the lendable resources have been squeezed through the CRR hike.

While it is meant to curtail the excessive liquidity in the system as evident from currency in circulation and money supply, it may impact the flow of bank funds into credit. Therefore, banks will have to set aside funds towards committed loans.

In this scenario, trading in government securities is likely to remain restricted and need-based. Foreign banks, which are there in the g-sec market mostly as traders, are staying away from the market with the year draws to a close, as most of them finalise their books for calendar year closing of the parent overseas.

Even as they are largely surplus with funds, each of public sector banks has a regulatory limit as well as counterparty limit for lending to another bank.

Market players expect to see buying interest from banks, provident funds, mutual funds etc after gilt prices fall considerably.

At the global level, as the dollar is expected to depreciate against major currencies following the weak non-farm payroll data, this could push down prices of US treasury bonds.

However, a section of the market feels that US treasury bonds may see a rally since most fund managers will be parking money in fixed-income instruments such as US bonds by exiting riskier assets. Moreover, the impact of the Federal open market committee meeting will be crucial for US bonds’ yields, which will be closely monitored by the domestic gilt market players.

In this backdrop, the yield on the ten-year benchmark paper is likely to rule in the range of 7.37-7.45 per cent.

Recap: The market remained rangebound amidst lacklustre trading. There was apprehension of receding liquidity and auction. Even as both the government papers were subscribed well by the market at expected cut-off yields, banks and traders were busy preparing for liquidity rather than trading in gilts.

The trading of gilts was mostly for stocking up the papers to be exchanged with the banking regulator under the repo mechanism to borrow liquidity for the next week.

Rupee
On a seesaw

The spot rupee is likely to be on a seesaw. On one hand, the market is expecting moderate inflows – mostly in the form of portfolio investments from institutional investors.

These funds will make way into the domestic equity market, which is getting ready for big-ticket IPOs. Otherwise, no major foreign inflows are expected this week as the western world is gearing up to enjoy Christmas holidays.

On the other hand, there is not much demand for dollars from the corporate. However, if oil prices remain volatile or continue rising, the demand may go up. If the dollar-rupee levels change either owing to cross-currency impact or RBI intervention to infuse rupee liquidity, interbank may panic and cut its positions.

The dollar, globally, is expected to remain bearish against major currencies. This is because, even if the non-farm payroll data released in the US had been better than the market expectations, the manufacturing payroll data for the last month have been revised downward from -39,000 to -44,000.

This has already initiated a bout of rally in all major cross-currencies against the dollar. The week will see many a trigger. The US will release data on trade balance and the Federal Reserve will hold the open market committee meeting to spell out its stance on interest rates.

As the RBI has raised cash reserve ratio and the market is expecting a tightness in liquidity, particularly after the advance tax outflows, the rupee premia to be paid for booking forward dollars are likely to move up.

Even as the market will be thinly traded as regards to demand and supply, interbank players may stock up dollars for the future by booking them at a forward date.

Just as lendable resources have come down with a hike in CRR, the rupee interest rate may go up as banks will be reluctant to lend. Therefore, cost of booking rupees for paying dollars is also likely to rule higher.

In this backdrop, the spot rupee is expected to rule in the range of 44.50-44.80 to a dollar.

Recap: The spot rupee remained rangebound during the week, finding it difficult to break the upside limit of 44.60 to a dollar. While foreign exchange inflows were abundant in the market, the RBI was quite active in buying dollars and infusing the rupee liquidity in the market. During the beginning of the week, the rupee fell owing to tracking a strong dollar. This is because with the year coming to an end, most global fund houses are withdrawing from riskier assets and are shifting to fixed-income assets, primarily US treasury bonds.

Because of the inflows into the dollar, it appreciated against other currencies. Towards the end of the week, cross-currencies rallied against the dollar, and this also brought about a round of appreciation for the rupee against the dollar.

The premia for forward dollars remained higher owing to apprehension on the liquidity front. And since liquidity is expected to be tight owing to advance tax and auction outflows, it was factored into the rupee premia paid for booking forward dollars.



Liquidity Pressure to ease

The pressure on liquidity is likely to ease this week. Even as the outflow towards advance taxes will take time to come back to the system, the market is expecting the government to start spending.

Moreover, healthy foreign exchange inflows are likely to make way into domestic equity markets. The market is also expecting inflows as part of corporate proceeds of external commercial borrowings and depository receipts. However, this may not happen this week.

Even then the pressure will ease as there are no major outflows slated this week. Liquidity is expected to improve further beginning January, when the government is likely to pay the interest on SDS (special deposit schemes) to the tune of around Rs 10,000 crore.

The intervention exercise of the RBI in buying dollars and infuse rupee liquidity may continue for some time. However, if the crude prices inch up, it may fuel up oil companies’ requirement to buy dollars. This could put additional pressure on the rupee.

Call rates To rule firm, may ease later

The interbank call rate is expected to rule firm in the beginning of the week but may ease towards the end. This is because banks are not facing a serious pressure on liquidity this week.

As regards to the sources of funds, foreign exchange inflows into the equity market will help in providing the necessary liquidity. If the forex funds take a backseat, intervention by the RBI is expected to help.

Banks have already stocked up government securities to enter into the repo arrangement with the RBI whereby they borrow liquidity in lieu of the papers. This window has served the market well last week as well.

Treasury bills Cut-off yield may harden

There are two treasury bills to be auctioned this week – 91-day and 364-day – for Rs 2,000 crore each. The tightness in liquidity is getting reflected in the short-term interest rate, which in turn may show up in the cut-off yield in treasury bills as well.

However, the cut-off yield may not move up very high, if the strain on liquidity eases compared to last week. The secondary market may continue to witness foreign banks’ demand for t-bills but not with the same fervour as seen in the weeks before.

According to market dealers, banks are piling t-bills for their custodian clients, who have been allocated higher limits for their debt market investments. Some of these banks also buy t-bills, as they can maintain a portfolio for entering into the repo arrangement with the RBI for accessing liquidity and maintaining SLR requirement, both at the same time .

Recap: The inflation rate for the week ended December 2 was 5.16 per cent. However, tightness in liquidity led to hardening of the cut-off yield of the 91-day t-bills, which moved up to 7.10 per cent last week from 6.64 per cent in the earlier week.

Corporate bonds To adopt wait and watch policy

Corporate houses may like to take sometime before they decide on raising funds through bonds. This is because the market is expected to witness tight liquidity conditions. These events may have an indirect impact on the interest rate, which is poised to go up.

Therefore, corporates may like to wait till the interest rates stabilise before they decide to raise money from the domestic bond market. However, banks will continue with their fund-raising programmes – both for interbank regulatory requirements and for financing the credit opportunities. The funds will be dearer as most banks will be vying for the same pie.

The secondary market demand for corporate bonds is also expected to remain lacklustre, as most of the banks are short in funds and the first preference for investments will be government securities. Foreign banks, which have been stocking up corporate bonds – particularly perpetual bonds floated by the banks, are staying away from the market as the calendar year is drawing to a close.

Recap: The spread between the triple-A corporate paper and government security of corresponding maturity narrowed down to 100-120 basis points (bps) against 125-130 bps earlier.

The banking sector raised around Rs 2,556 crore through certificate of deposits for the fortnight ended November 10, while the corporate sector mobilised only Rs 1,670 crore through commercial papers for the fortnight ended November 30.

Government securities To see thin trade

The g-sec market is expected to remain thin, while the sentiment will be bearish. Banks will be rather busy securing liquidity and the recent hike in cash reserve ratio (CRR) by the RBI is likely to add to the panic. The week ahead will witness outflows towards sale of state development loans to the tune of Rs 1,700 crore. While Rs 18,000 crore has already been collected as advance taxes for excise, customs and services taxes, another Rs 18,000-30,000 crore will go towards advance payment of direct taxes.

Over and above, banks will have to secure funds for credit since the amount of lendable resources has been squeezed through the CRR hike. While it is meant to curtail excessive liquidity in the system as evident from currency in circulation and money supply, it may impact the flow of bank funds into credit. Banks, therefore, will have to set aside funds towards committed loans.

In this scenario, trading in g-sec is likely to remain restricted and need-based. Foreign banks, which are mostly traders in the market, are staying away from the market as the year is drawing to an end. This is because most of them finalise their books for calendar year closing of the parent overseas.

Even as the public sector banks are mostly surplus with funds, each one has a regulatory limit as well as counterparty limit for lending to another bank.

Market players expect that after the prices of government securities fall considerably, banks, provident funds, mutual funds etc may show more buying interest.

In this backdrop, the yield on the ten-year benchmark paper is likely to rule in the range of 7.65-7.80 per cent.

Recap: The market remained rangebound amid lacklustre trading. There was apprehension on account of receding liquidity and auction. The market was more active in managing short-term liquidity. The trading of gilts was mostly for stocking up the papers to be exchanged with the RBI under the repo mechanism to borrow liquidity for next week.

Rupee Poised in a balance

The spot rupee is expected to remain poised in a balance. On one hand, the market is expecting good inflows mostly in the form of portfolio investments from institutional investors. These funds will make way into the Indian equity market.

According to market analysts, major dollar inflows are waiting in the pipeline as part of the corporate proceeds from external commercial borrowings and depository receipts.

Globally, the consumer price and trade balance data released last week were bearish on the dollar. The market has also discounted a bearish tone for the housing and CPI data to be released this week. Therefore, the dollar is likely to have an depreciation bias. Since crosses are going to move up against the dollar, the rupee is also likely to gain few notches.

On the other hand, there is not much demand for dollars from the corporate. However, if oil prices remain volatile and continue rising, demand may go up. If the dollar-rupee levels change either owing to cross-currency impact or the RBI intervention to infuse rupee liquidity, then interbank players may panic and cut their positions.

With the CRR hike, the market is expecting tightness in liquidity. Especially after the advance tax outflows, the rupee premiums to be paid for booking forward dollars are likely to move up. Even as the market will be thinly traded as regards to demand and supply, interbank players may stock up dollars for future by booking them at a forward date.

Just as lendable resources have come down with the CRR hike, rupee interest rate may go up as banks will be reluctant to lend. Therefore, cost of booking rupees for paying dollars is also likely to rule higher.

In this backdrop, the spot rupee is expected to rule in the range of 44.35-44.60 to a dollar.

Recap: The spot rupee remained rangebound during the week. Foreign exchange inflows in the beginning of the week were not much forthcoming since there was a wide-scale correction seen in the equity market. The dollar gained against major cross-currencies as part of global correction.

This is because with the end of the year, most global fund houses are withdrawing from the riskier assets and shifting into fixed income assets, primarily US treasury bonds. Owing to the inflows into the dollar, it appreciated against other currencies. Towards the end of the week, cross-currencies rallied against the dollar and this also brought about a round of appreciation of the rupee to the dollar.

The premiums for forward dollars remained higher owing to apprehension on the state of liquidity. The sharpest hike was witnessed in the near term of one-month tenure.



















CRR hike has squeezed SBI's profit margin: Agarwal
Mumbai, Dec 19: The State Bank of India (SBI) today said its profit margins were under pressure due to Reserve Bank of India's (RBI) decision to raise the cash reserve ratio (CRR) by 0.5 per cent earlier this month.

"The CRR hike by RBI has put pressure on our profit margins. Our net interest margin has been affected by about 0.3 per cent," SBI Managing Director Yogesh Agarwal said here.

Agarwal told reporters that the bank would take a call on interest rates if RBI decides not to offer interest on CRR parked with it.

"The finance minister has assured all banks that he would take up the issue with the RBI to offer some interest on CRR of banks. The matter is under consideration with RBI," he said.

He said there was no slowdown on credit growth of SBI.

Denying signs of over-heating in the economy Agarwal said, some sectors were growing more actively than others.

Answering queries regarding SBI's plans to raise capital from the market he said it would take about two to three months after the SBI Act Amendment is passed in the Parliament.

The bill for SBI ACT Amendement was introduced during the ongoing session of the Parliment and was awaiting passage.





Tuesday, 12 December , 2006, 08:54

Mumbai: The BSE Bankex dipped 463.96 points or 6.43 per cent to close at 6,749.78 on the RBI decision to raise the Cash Reserve Ratio to 5.50 per cent.

Heavyweights of the index, State Bank of India (down Rs 110.75 or 8.18 per cent to close at Rs 1242.75) and ICICI Bank (down Rs 57.30 or 6.54 per cent to end at Rs 819.40), led the market fall.
"A rise in CRR was not expected at this time. The move reflects the concern of the RBI over increasing dollar inflows and inflation. Post-hike in CRR, bank profits could be impacted. The net interest margins of banks should be under pressure,'' said Rakesh Kumar, banking analyst, Karvy Stock Brokers.
In pix: Global hoteliers check in!
Shares of HDFC shed Rs 51.05 to close at Rs 1034. Bank of Baroda (down 8.49 per cent at Rs 239.15), Bank of India (down 10.06 per cent at Rs 184.15) and Punjab National Bank (down 8.13 per cent at Rs 508.65) dropped on the bourses. As CRR deposits do not fetch any income, banks will be forced to hike deposit and lending rates to protect margins, analysts said.
"The hike in CRR will have an impact on long-term liquidity due to credit multiplier effect. This will increase the cost of funding for the banks thereby increasing interest rates on loans,'' Kashyap Jhaveri, banking analyst, Emkay Shares and Stocks.
Market watchers, however, feel the slump will help banking stocks to regain their fair value. Most analysts felt the stocks were a bit overpriced over the past few trading sessions.



IMPORTANT

The CRR would be raised in two tranches and would lead to Rs13,500 crore being sucked out of the banking system.

Banks henceforth would need to set aside Rs 30.5 out of every Rs 100 collected as deposits; Rs 25 towards SLR being invested in to government bonds and Rs 5.50 towards CRR.

Moreover, banks provide further capital to guard against loans turning bad and investments incurring losses. Thus the amount of loanable funds would decrease leading to a slowdown in credit off take.

Banks, after meeting its reserve requirements (SLR and CRR) and provisions, would need to price its loans steeper to maintain its margins. Banks do not earn any interest on the balance held with the RBI as CRR.

And investments into government bonds are lower yielding than commercial and consumer lending. So either the banks would need to re-price its loans higher or sacrifice its profits by working on


Threats that rising rates pose

A report by Citigroup released in June revealed something startling. It said that over the past few weeks 19 central banks, accounting for over four-fifths of global GDP, had tightened monetary policy.
That is unprecedented. Strong growth, resulting from an easy to accommodating money policy for the past two years and rising inflationary threat, is forcing central banks around the world to follow a tight money policy.
The recent changes in asset prices and the broad and more or less simultaneous reaction of monetary policy around the world, the Citi report said, raised basic questions on whether the global economy is facing an emerging inflation threat that will require a sustained tightening of monetary policy around the world and a period of sub-par global growth.
If that were indeed the case, it would be depressing for markets around the globe. Fearing sustained rise in rates, global asset market have been nervous since mid-May.
Last Thursday, however, as the Fed announced its 17th consecutive 25 basis point hike in Fed Funds rates taking it to 5.25 per cent, global markets breathed a sigh of relief.
On Friday, all prominent emerging markets gained - Hang Seng (2.54 per cent), Jakarta Composite (2.79 per cent), Seoul Composite (2.54 per cent), Nikkei (2.54 per cent and Philippines Composite (4.52 per cent). India's Sensex gained 447 points.
Markets are probably saying, as the Citi report earlier said, that the Federal Reserve is near the end of a long period of monetary tightening and will raise rates probably only once more before pausing after the August meeting.
But, opinion remains divided. "The only uncertainty appears to be on how far the Fed will take its benchmark rates before it calls a halt to its tightening policy. (On balance of factors), it does appear that a tighter monetary regime is here to stay and this will likely prompt a re-adjustment of portfolio flows in the short-to-medium term," says K N Sivasubramanian, senior portfolio manager, Franklin Templeton.
Back home, marketmen are expecting a hike in the reverse repo rate - the equivalent of Fed rate -currently hovering at 5.75 per cent, in the near term. The threat of rising interest rates in the domestic economy seems larger than in the past two years with the narrowing interest rate differential between the US and India.
Besides, while inflationary concerns persist, the domestic economy is bubbling and a big chunk of the capital expenditure planned by corporates is expected to happen over the next couple of years.
"Real demand for money is yet to pick up with corporate expansion plans yet to move into a higher gear," says Prashant Jain, chief investment officer, HDFC Mutual Fund.
On the supply side, banks are running out of capital to lend and deposits are not growing at a brisk rate either. And if equity markets do not look up, plans to raise capital may go awry making money even more scarce. More demand for money, and short supply would only mean the price of money or interest rates must go up further.
But by how much? And how would this affect growth, corporate profits and stock prices?
Where are rates headed?
The compulsions for RBI to raise interest rates are more even though the differential between the US Fed and reverse repo rates here has narrowed to 50 basis points.
Two years back when the US Fed began raising rates, the differential was as high as 350 basis points. From 1 per cent in May 2004, Fed has hiked its rate 17 times, 25 basis points each. During the same time span, the Reserve Bank of India's reverse repo rate has been hiked from 4.5 per cent to 5.75 per cent - by 125 basis points.
Till November 2005, every percentage point hike in the US Fed rate was followed by a 25 basis points hike in the reverse repo rate but since then every 50 basis points hike in Fed rate is followed up with a 25 basis points hike in the reverse repo rate. "RBI will have to act faster to global changes in rates," says Sachidanand Shukla, economist at domestic broking firm Enam Securities.
Domestic compulsions seem to be weighting heavily too. Though prices aren't spiraling alarmingly, they are still rising steadily. In the 12 months through June 10, the Wholesale Price Index rose at a faster-than-expected rate of 5.24 per cent, due to an increase in the cost of fuel, food and manufactured products.
And the credit demand has been really strong while deposits growth isn't quite keeping pace. This fiscal, so far, bank deposits have shown poor growth at 1.7 per cent compared to 4.9 per cent in the same period last year.
But during the same period, non-food credit has grown at 33 per cent from Rs 11.01 lakh crore to 14.70 lakh crore. Reflecting the increased off-take, credit-deposit ratio has jumped from 55 per cent two years ago to over 70 per cent currently.
Thus banks have been raising lending rates. Prime lending rates, which were at end-March mean level of 10.75 per cent are rising. Currently, the largest bank State Bank of India has a PLR of 11.25 per cent. Another 100 basis point hike in PLR is a foregone conclusion but there could be more depending on demand and RBI stance.
Marketmen believe that the central bank could use the cash reserve ratio as a weapon to release some money into cash strapped banks. It's worth recalling that RBI had cut CRR by 150 basis points in fiscal 2000 after foreign institutional inflows had turned negative in fiscal '99.
According to a report by Kotak Securities, a 50 basis points rate cut in CRR would release Rs 12,500 crore (Rs 125 billion) in the first round and Rs 60,000 crore (Rs 600 billion) in all given a money multiplier of five.
Credit off-take in fiscal 2006 was Rs 3,400 billion (Rs 3,40,000 crore) but resources available for interest rate neutral credit off-take is Rs 3,340 billion (Rs 3,34,000 crore). Kotak estimates that in the worst case, the credit off-take requirement could exceed resources by some Rs 8,000 crore (Rs 80 billion).
Impact on corporate profits
Rising rates would eat into corporate bottomline but that may not be a big concern as long as rates do not go up more than say, two per cent from current levels.
Moreover, even after the recent increases in interest rates, lending rates are still far below the levels in the early nineties and are unlikely to climb back to those levels over the medium-term.
Interest rates are currently at the lowest ebb and some increase is only inevitable. Since fiscal 99, interest cost as a percentage of sales have gone down from 5.36 per cent to 1.75 per cent for the BS1000 companies.
But the good news is that corporate gearing is currently at a historic low falling from 1 in fiscal 99 to 0.62 currently meaning there is enough room to absorb increases in rates without too much stress on the bottomline.
Says Sivasubramanian, "Sensitivity of corporate earnings to higher interest rates has declined after the debt restructuring exercises undertaken by companies over the past few years, which has substantially reduced the leverage in balance sheets." Jain agrees pointing out that some pressure on profitability is a given.
The bigger question however is growth: whether corporates still go ahead with new capacities or will expansion plans take a backseat impacting growth rates. So far there has been no news of any deferment in corporate expansion plans due to the rise in cost of funding.
But then, it's not just cash with banks but the state of the equity market and the interest of foreign investors that will determine whether corporate plans are on track.
This time around, unlike in the early nineties, the bulk of funding has taken place through equity issues and internal accruals.
Last fiscal, corporates raised Rs 24,000 crore (Rs 240 billion) through equity and quasi-equity issuances and this year again non-bank issuances alone are estimated to raise around Rs 27,000 crore (Rs 270 billion). FIIs will play a crucial role here.
For instance, FIIs are estimated to have accounted for more than a third of recent top 25 issuances, according to Kotak Securities.
While growth rates may slow, no one is projecting sub-10 per cent growth in earnings. Analysts say that an earnings growth of around 12-15 per cent over the next couple of years is achievable.
Will liquidity be affected?
One of the fallouts of the rise in Fed rates is the re-balancing of portfolios. Due to the increasing dominance of momentum investors across the global market and various asset classes, the impact of interest rates on flows tend to be even more pronounced.
Though there are hardly any numbers to show how much of the flow into emerging markets emanated from carry trades (low cost money raised in certain developed markets deployed in high rates in assets perceived as risky), fears of a rise in Japanese rates has already led to an exodus from emerging equity market and commodity markets.
During the five weeks of global sell-off and heightened volatility ending June 21, investors have pulled about $22 billion from equity funds belonging to all regions except US which record net inflows of $4.8 billion.
But is that all or there is more to go? Changes in liquidity flows are notoriously difficult to predict and it may be a tad too early to say that the re-adjustment has played out completely.
"With the interest rate differential slimming, money will move to its original source which means an outflow from emerging markets," says Shukla.
While maintaining that rising interest rates may prompt unwinding of the carry trade positions and that there might be increased volatility due to the change in sentiment, Sivasubramanian says, "Fundamentals will prevail over the long term. And strong economies like India offering attractive growth potential will continue to bring in investments."
There is another way to look at this too. In an earlier meeting, Adrian Mowat of JP Morgan Securities demonstrated that global liquidity was being generated in emerging markets, essentially as nine prominant emerging markets, including China, Korea, Hong Kong, Philippines, Taiwan and Singapore had short term rates lower than that of the US indicating a negative interest rates differential and in several other economies like Russia, Thailand, South Africa and India differential had fallen sharply.
Mowat said that risks are falling in emerging markets even as they offered higher growth. "Structural problems were a feature of developed rather than developing economies as the emerging markets provided capital, steadier domestically driven growth, relatively inexpensive valuations and better capital management," he indicated.
What about sentiment and stock prices?
More than corporate earnings, interest rates affect stock valuations due to changes in the risk premium.
When bond yields were going at 5 per cent, the bond multiple stood at 20 and a similar multiple for stocks may have been easily justified. But with bond yields shooting up to 8 per cent, the multiple for risk free assets are down to 12 times making an equity valuation of 15 times earnings look expensive.
Says Jain, "Between corporate earnings and discounting, the bigger concern is valuations as higher interest rates make equities look less attractive than before."
The good news however is that the markets usually take time to react to such interest rates changes.
For instance, for a long time after interest rates had bottomed out, equity markets did not show a spurt in valuation. It took billions of dollars of foreign money to unlock the value in stocks thereafter.
Where to invest
The blessing in disguise is that rising borrowing costs will have an uneven impact across sectors and companies.
Says Sivasubramanian, "Certain businesses such as FMCGs are characterised by low levels of debt and significant operational cash flows and will face negligible impact from rising borrowing costs. We see the possibility of reducing the impact from higher borrowing costs on our portfolios through stock selection."
While an overall derating of equities is inevitable, if rates continue to be high, safer havens would be technology and consumer stocks which are debt-free and companies that are net cash positive.
As things stand now, experts do not expect rising borrowing costs to have an impact on consumer spending and confidence.
"Spends on staple or even durable goods may not be significantly impacted by rising rates, as income levels have expanded significantly over the past few years, with loan repayments making up a smaller proportion of the income," says Sivasubramanian.
However, he says, rising interest rates could have a material impact on big-ticket purchases such as homes given that the bulk of housing loans are disbursed on a floating rate basis.
A slowdown in housing loan disbursements cannot be ruled out if interest rates continue to trend up, accompanied by spiraling property prices. The appetite for residential housing is likely to be sustained thanks to an expanding workforce and easy access to credit.




Logic behind the CRR hike

The 50-basis-point hike in CRR by the Reserve Bank of India (RBI) after a two-year gap is not surprising given the economic conditions. With inflation edging close to the 5.5 per cent mark, money supply expanding at a higher than projected rate and certain sectors showing signs of overheating, the central bank's move appears logical. But the larger issue is whether the central bank will succeed in achieving its objective of containing inflationary pressures using this monetary tool. The hike in CRR in two phases is likely to drain about Rs 13,500 crore from the banking system. This is, however, unlikely to put pressure on overall liquidity conditions as mop-up of resources through the LAF (Liquidity Adjustment Facility) will continue. However, the measure is likely to have some impact on banks lending operations. The waiver of interest on CRR balances by the RBI in June, coupled with the recent hike in CRR to 5.5 per cent, means that banks will have to set aside a higher portion of their net demand and time liabilities without earning any return on the same. And with less funds available for lending, banks may have to re-work their lending strategies and re-align rates. This may lead banks to increase their sub-PLR lending rates or trim discounts on corporate loans.

CRR hike to hit bank profitability'
Our Bureaus
`Impact on interest rates yet to be ascertained'

What they say
The hike would mean parting with another Rs 280 crore and drain Rs 3 crore of profit.
There will be a slowdown in credit growth, which is currently growing at 31 per cent, year-on-year.
Lending rates will go up and consumer loans are likely to take a hit.

Mumbai/Chennai , Dec. 9
The 50 basis point hike in cash reserve ratio (CRR) to 5.50 per cent by the RBI will impact banks' profitability, say bankers. CRR refers to the RBI holding back a percentage of bank deposits in cash for free to control liquidity in the system. The central bank's surprise move may put pressure on lending rates even as bankers are assessing the impact.
Right move
Given a choice between hiking the reverse-repo (banks parking free funds with the RBI) rate and the CRR, bankers agree the RBI has made the right move by marking up CRR. "The central bank has chosen the better option and it is now left to us to decide on an interest rate hike," said Mr V. Sridar, Chairman and Managing Director, UCO Bank.
The increase in CRR will, however, make a dent in profits, as banks do not earn interest on cash parked with the RBI. "UCO Bank will have to park an additional Rs 270 crore with the RBI and that could cut profit by Rs 15 crore," said Mr Sridar.
The Chairman of another public sector bank said the CRR hike would mean parting with another Rs 280 crore and drain Rs 3 crore of profit.
"The hike comes at a time when mobilisation of resources is getting difficult. But the impact on interest rates is yet to be ascertained," said the Chairman of a large public sector bank. Bankers acknowledge the strain on interest rates.
"We will probably raise our deposit and lending rates," said Mr Bhaskar Ghose, Managing Director and CEO, IndusInd Bank.
"There will be a slowdown in credit growth, which is currently growing at 31 per cent, year-on-year. Lending rates will go up and consumer loans are likely to take a hit," he added. Mr Ghose said deposit rates could rise by about 75-100 basis points and banks would have to look at new ways of garnering deposits. "We are comfortable with our lending rates and have no immediate plans to hike them. This year has already seen a 100 basis point (one percentage point) rise in lending rates," said Mr K. Ramakrishnan, Chairman and Managing Director, Andhra Bank.
"Our bank will have to commit about Rs 300 crore extra on account of this requirement. That will impact our profits by about Rs 2.5 crore this year."
According to Mr T.S. Narayanasami, Chairman and Managing Director, Indian Overseas Bank, "Our bank will have to maintain another Rs 350 crore without interest. That would cost us something in the region of about Rs 1.25 crore a month." He termed the CRR hike as an inevitable corrective measure in the light of inflationary pressures.
He expressed concern about the impact on the debt market. "If the inflow of funds dries up, yields may move up and that will affect our treasury portfolio," he said.
Dr K.C. Chakrabarti, CMD, Indian Bank, said that his bank would have to maintain about Rs 200 crore of extra CRR based on the new requirement.
He said, "The RBI is signalling all players should behave responsibly. All of us have to re-examine our lending habits." Mr M.B.N. Rao, CMD, Canara Bank, said, "Given that money supply has been growing at over 19 per cent and inflation also higher than earlier, and credit growth continuing at 30 per cent plus for nearly three years now, they had to take this step. Some of the surplus liquidity will now be sucked out. The RBI wants us to direct lending towards more productive sectors of the economy."
Treasury officials fear a sharp rise in yields when it opens on Monday.
"The bond market is likely to react adversely. Bond prices may fall and the 10 year yield could harden by as much as 20-25 basis points," said Mr P. Mukherjee, senior Vice-President, Treasury, UTI Bank.
Sensex tanks 400 points due to CRR hike
Tuesday, December 12, 2006
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Mumbai: After clocking the second fastest 1,000-point rise in its history and spiking briefly past 14,000-point mark, the Bombay Stock Exchange crashed 400 points yesterday. This incidentally was its seventh-largest intra-day fall.

The Sensex closed at 13,399.43, down 2.9 per cent from the previous day. The National Stock Ex- change’s Nifty mirrored the BSE’s movement, losing or 2.84 per cent to close at 3,849.50 points. Around Rs.1.73 lakh crore of investor wealth was lost, with stocks of all leading companies trading in the negative zone.

The fall has been attributed to the fear of a growth slowdown triggered by the Reserve Bank of India’s (RBI’s) move to tighten money supply by increasing the cash reserve ratio (CRR). CRR is the money various banks have to keep with the RBI in the form of cash and deposits. The worst hit was the banking sector.

"Banking stocks reacted to the RBI's policy and the trend percolated to all the sectors," said Sandeepa Arora, Vice-President, India Infoline a CRR hike would cut the funds banks could lend, thereby potentially affecting earnings. This factor led to a tanking of the banking stocks.

Industry sources said that the other reason for the downfall of the market might have been sell-offs by foreign institutional investors (FIIs), whose moves are closely shadowed by domestic players. FIIs were reportedly net sellers of about Rs.106 crore in individual stock futures on Friday. Not a stock in the BSE Sensex gained today. SBI was the biggest loser, down 8.18 per cent at Rs 1,242.75. ICICI Bank lost 6.54 per cent at Rs.819.40.

Analysts, though, point out that Monday’s fall was a good thing. “Technically, the market was at a high valuation, and a correction was expected anytime,� opined Lalit Thakkar, director (research) Angel Broking.
 
A project report on
“A GLOBAL APPROACH TO BANKING SERVICES”

Submitted To
The University Of Mumbai
(Fifth Semester- Bachelor Of Management

 Access:

The bank branch should be very easily accessible to the customers. If this is not the case the customer might switch to some other bank, which is more convenient to him and very easily accessible. The location should be such that it is very convenient for the customers to reach.

 THE PROMOTION MIX

Promotion is nothing but making the customers more and more aware of the services and benefits provided by the bank. The banks today can use a lot of new technology to communicate to their customers. Two of the fastest growing modern tools of communicating with the customers are:

1. Internet Banking
2. Mobile Banking

Let’s understand this with an example of services provided by banks to promote its modern services.

SMS functions through simple text message sent from cellular phone. These messages are recognized by bank to provide you with the required information.

ICICI was the first organization in India to provide Wireless Application Protocol (WAP) based services. Mobile commerce using WAP technology, allow secure online access of the web using mobile devices. With WAP one can directly access the ICICI WAP server, check one’s account details and use other value added services.

What is ICICI Bank Internet Banking?
ICICI Bank Internet Banking is convenient banking! Almost all the banking transactions for which you need to visit the branch can be done on their Internet banking site.






From checking your account balance to transaction history to transferring funds to paying bills, you can do everything here. Its convenience banking – anytime, anywhere! To avail of this convenience, you have to get registered.

You can make the following requests online:
• Apply for a Credit Card
• Apply for a Debit Card
• Order a new cheque book
• Stop cheque request
• Cheque status inquiry
• Intimation for loss of ATM Card
• Open Fixed Deposit
• Open a Recurring Deposit
• Apply for a Value Added Savings Account
• Apply for Phone Banking

Given below is a small list of transactions that you can do online:
• Banking
o Balance enquiry
o Transaction history
o Use Bank Funds Transfer (eCheques) to:
o Transfer funds between your own Bank A/cs
 Transfer funds to any Bank a/c
 Transfer funds to any non Bank a/c (in 15 cities)
 Make Service requests like open a Fixed Deposit, duplicate pin etc.
• Credit card
o View current and past statement
o Service requests like auto debit, dial a draft etc.
• Demat
o View your transaction and holding statement
• Bill Payment
Use your Bank Account or Credit Card to pay your bills from the comfort of your home.

Thus different banks to promote its services use different methods.

A bank may have very attractive schemes and services to offer to their customers but they are of no use if they are not communicated properly to the customers. Promotion is to inform and remind the individuals and persuades them to accept, recommend or use of product, service or idea. However there are some very important points that are to be considered before the promotion strategy is made. These points are:

 Finalizing the Budget:

Before the bank decides the kind of promotion that should be done it is very important to finalize the budget for it. The formulation of a sound budget is essential to remove the financial constraints in the process. The budget is determined on the volume of business of the bank. In addition to this intensity of competition also plays a decisive role.

 Selecting a suitable vehicle:

Another very important task is to select a suitable vehicle for driving the message. There are a number of devices to advertise such as broadcast media, telecast media and the print media. The selecting of the mode of advertising is strongly influenced by the kind of budget decided. Usually for promoting banks the most effective and economical form of advertising has been the print media.

 Making possible creativity:

Making possible creativity is nothing but the kind slogans, punch lines etc. that are supporting the message. They should be very creative but yet simple to be understood by the common man. It should appeal to the customers. It should be distinct from that of the competitors and should be successful in informing and sensing the customers.

 Testing the Effectiveness:

It should be bear in mind that the advertisement is first tested for its effectiveness. This should be done with the help of various techniques like testing effectiveness on a sample group. This helps determine the success of the advertisement and in case of any problem the advertisement can be altered and remade.

 Instrumentality of Branch Managers:

At a micro level it is the responsibility of the branch managers to promote and drive the message to the people in the local area. They should organize small programs in order to attract people and create awareness in the local area about the new schemes of the bank.


Different Ways of Promotion:

 Public Relations:

In today’s competitive scenario developing strong public relations is very important for any bank to be successful. Most banks today have a separate Public Relations department. However primarily it is considered as a responsibility of the various bank managers to develop a steady and strong relationship with their present customers as well as potential customers. This can be done by a constant follow- up and also some small programmers etc.

 Personal Selling:

Personal selling is found to be one of the most effective and popular form of promoting bank business. The main reasons for this are that banking is a service in which trust plays a very important role. In personal selling a bank representative goes to the customers and explains the scheme to the customers. Also he gives the customers any kind consultation he might need. He provides the customers all the information seeked by him. Representative tries to persuade the customers to go for the scheme provided by the bank by telling him all the benefits. Here are some of the important features of personal selling.

• It is a direct relation between the buyers and seller
• It is oral presentation in conversation
• It is personal and social behavior
• It is found to be more effective in service oriented organizations.
• It is based on the professional excellence or expertise of an individual.

 Sales Promotion:

Sales promotions are basically giving the customers some additional benefits maybe at times just some small gifts in order to promote the schemes. The more innovative the sales promotions the more positive are the results. Some of the most popular sales promotions techniques are gifts, contests, fairs and shows, discounts and commission, entertainment and traveling plans for bankers, additional allowances, low interest financing etc. it is very important that the sales promotion benefits are designed in such a manner that they are better than those of the competitors.

 Word – of – Mouth Promotion:

This form of promotions is not only very effective in banking services but in any kind of service. However it is more important in banking for the only reason that this is a service where trust plays a very important role. If one’s friends, relatives, or other well recommends a particular bank’s services – wishers the person is more influences and inclined towards that bank. It is very important to note that the internal employees of the bank play a very important role in word –of – mouth promotion technique. This is because they can start the process by recommending the bank to their friends and relatives and after that it is like chain which spreads like wild fire.



 Telemarketing:

In recent times telemarketing has gained increasing importance as an effective tool for promotion. This telemarketing is a process of making use of sophisticated communication network for promoting the banks. This includes promoting through television, telephone, radio and nowadays largely through cell phones. This is most popular form of promotion. Banks today have started using ‘SMS’ and many other services supported by cell phones to provide benefits to their customers and thus have tried to increase their sales. In today’s competitive and modern scenario it very important that banks makes use of telemarketing techniques very efficiently to have desirable results.

 Internet:

The use of internet as a promotion tool is increasing very fast today. More and more banks are using internet to promote their services. The online banking has made it even easier for the customers to avail the bank’s services. No longer do people have to go to their bank branches for small petty matters like checking their balance etc. all this can be done with the help of a few clicks.



 THE PEOPLE MIX

People are the employees that are the service providers. In a banking sector the service provider plays a very important and determinant role in rendering the customers a satisfactory and a good service. It is extremely essential that the service provider understand what his customers expect from him. In a banking sector the customer needs to be guided in a lot of matters, which is possible only with the help of the service provider.

The position in the eyes of the customer will be perceived by appearance, attitude and behavior of the customer contact employees. Not only has the customers contact employee influenced the customer base of the organization done so.

ICICI Bank, India's second largest bank, with total assets of about Rs.112, 024 crore, wanted to provide an enriched customer experience that would encourage loyalty among existing users and help it gain new business. ICICI, by training their employees, delight their customers.





 THE PROCESS MIX

The process mix constitutes the overall procedure involved in using the services offered by the bank. It is very necessary that the process is very customer friendly. In other words a process should be such that the customer is easily able to understand and easy to follow. Today if particular banks formalities are long and the procedure very complicated the overall process fails and the customer may not inclined towards using that banks services.

Let’s take for example the process for application for a car loan.
Now this mainly involves 3 things.

1. Producing of proper documents
2. Filling up of application form
3. Paying for the initial down payment




Here the process may fail in the following cases:

• If the customer is asked to produce a number of forms out of which some may not be necessary at all. Thus it is very necessary that the customer be asked for minimum but most necessary document and not other unnecessary documents.

• In case of application form, the application form must in a language best understood by the customers and it should not be very lengthy one demanding a lot on unnecessary information.


• Finally the payment of initial amount. The customer should be given options as to how he would like to pay by cheques or by credit card. Once again the amount should be very competitive not very high above the regular rates prevailing in the markets.

The smaller and simpler the procedures the better the process and the customer will be more satisfied.


THE 4I’S OF BANK MARKETING

There are four distinctive characteristics of service, which create challenges and opportunities. They are commonly known as the four I’s namely:

1. Intangibility
2. Inconsistency
3. Inseparability
4. Inventory

Let’s have a look at each one of them in detail

1. Intangibility

It is that characteristics of a service indicating that it is not a physical attribute, which a person may feel, hear, taste before they buy it.

For example if a person wants to open an account in a bank and wants to have transactions through a particular bank then he/she is not able to decide unless and until he/she experiences the banking services all by himself/herself. This is because the core service of a bank is maintaining and carrying out the money transactions of a person. Thus it becomes very important for a person to experience the core service in order to make a perception about a particular bank.

2. Inconsistency

This refers to variability that a company or an organization may depend on Inconsistency. For a bank, a new customer or a rare going customer may not get the same type of service as much as a regular customer may get. This may be case because the staff members know the person well as he comes often but they don’t know that person does not come in again and again.

Also another point for inconsistency is that different types of people deliver the service delivery by different people that is service differently. Like in case of a bank, different staff members would provide different services. In the bank a person may have a lot of work and may not attend a customer as may be a person with the same work may attend him with great enthusiasm.

I heard this statement that “Punjab National Bank” promotes itself as “crown of quality for customers who is the king” and is an ISO 9002 certified bank. Thus it has to have consistency and quality to serve its customers.

3. Inseparability

Inseparability is that characteristics of a product that cannot be separated from creator-seller of the products. This means that whenever a product is sold a service is also attached with it. Like for e.g. If you buy a room in a hotel to stay for 2 days then the receptionist, the waiters all have their service attached with it. But this only possible when the hotels have customers to stay in and the hotel owner has managers, waiters etc. to provide them services. Thus, services when provided should have both the accepter as well as the seller. This is known as inseparable.


There are basically 3 types of services

 Co- production: Where the service provider and the customer work together to produce services. Bank service where if a customer wants to withdraw cash then both need to be present.

 Isolated production: The part of the service that is done outside to an organization.

 Self-service production: Uses the equipments of the service provider and self-server it. Services of an ATM.


4. Inventory

By this it means that the perishable characteristics of the service marketing. In a bank if a customer starts with his day in the morning eight and ending in the day at four where as in bank is open in morning at 9:00 am and closes at 1:00 pm in the afternoon, then one might not be able to attend it but nothing can be done in this case because for such a person the bank cannot be on tall end. Also there may be less work in the middle of the month whereas in end and starting of the month there could be more work like people come in put money as they get their salary, there would be withdrawals, pass book checking etc. which cannot be transferred in the between of the month as it depend on the people when they come as well one would come to put his money of salary only when he gets it and that’s the end of month. So service faces a lot of problems from inventory and cannot be stored, saved and then used later.










RATER ANALYSIS IN BANKING SERVICE

Quality means improving customer satisfaction by creating better service processes and outcomes. It means providing better value and maintaining a long-term relationship with the customers.

There are many reasons why a customer should be given a Quality Service. Few of them are listed as follows:

1. As the competition in service sector is increasing day by day, marketers have realized the importance of the customer. They know that if a single customer is lost, then it is very difficult to win him back. Hence, they attempt to provide quality service to their customers better than their competitors.

2. Companies have realized that the cost of making new customers is more than the cost of retaining them. Hence they want to be right at the first time and do not want to lose any customer.

3. The lost customers may spread bad word of mouth about the company. This will create a bad image for the company.

Quality of a service can be improved with the help of ten dimensions of quality. These dimensions are summarized into a RATER model since many of them were over lapping. These five quality dimensions are:





RATER MODEL


1. R – Reliability

2. A – Assurance

3. T – Tangibility

4. E – Empathy

5. R - Responsiveness.



This model is explained as follows with the example of SBI & ICICI.

1. Reliability:

Reliability is the ability to perform the promised service dependably and accurately. Here the organization does what it is suppose to do. They do it right the first time. It also called as “no excuse” service delivery.
The SBI tries its level best to provide reliable service to their customers. They made every attempt to keep their promise and provide a better service different than its competitors. For being more reliable the bank has come up with following services that enables their customer more comfort.

 7 Days Banking:
SBI provides seven days banking so that to reduce any inconvenience from bank toward the customers.
SBI has been successful in creating a brand name. It is known for fast and best service. Customers have the perception that they will not be cheated and feel secured. This is the reason why SBI is financially one of the largest banks in India.

 Home banking:
Bank has introduced home banking facility for their customers, whereby they can withdraw or deposit any amount simply by operating from their homes. Here customer needs to place their order of payment or deposit in call center on the assigned number of bank. This lead to more safe service for both the parties in this transaction. This service really differentiates this bank from those of other financial institute.
Thus we can say that SBI realize that satisfied customer is one who keep returning to them, thus they have provided them with an reliable service. And customers are also very much satisfied that they believe shopping or using the services of same people over a year. Thus they are also sure about banks reliability & this is what that bank builds from their reliability.

2. Assurance:

Assurance deals with knowledge and accuracy of the employees & their ability to convey trust & confidence. This dimension is of great significance where customer perceives high risk & is not sure of outcomes. In case of banking sector, the risk involved is high. Thus when a person approach’s to the bank in all this circumstances then its banks responsibility to make him assured that he would be completely comfortable & profitable in this deal.
In the advertisement of ICICI bank features a young employee with good personality speaking three words through his gesture i.e. “Hum Hay Naa” -We are always there to help you. This advertisement strategy creates a kind of assurance in the minds of people that ICICI is always there to help them in their financial matters.

Thus the knowledge genuineness, honest & ability to provide the service of front office staff creates trust in the minds of customer. Bank also trained its employees who have high customer contact that can build trust & confidence between employee& customer.

3. Tangibility:

Tangibility is the appearance of physical facilities, equipment, personnel & communication material. The customer actually evaluates the quality of service by above tangible things. Tangibility refers to those items that a person can touch or see. In short how a customer chooses a service? Often customer evaluates the services on the tangible clues or physical evidence, before experiencing it.

ICICI Bank is fully equipped with decent interior. It has all the latest technical instruments such as printer, scanner, fax machines, computers, etc. All the equipments are well maintained to avoid any blockage in the service. There were signboards indicating which department lies where, different counter number etc.

All the employees were in their formal uniforms, which gave a decent look and differentiated them from the customers. All this facility probably helps new customer to reduce his confusion for banking transaction & importantly they get involved in banking environment quickly.




4. Empathy:

Empathy is the ability to provide caring individualized attention that bank provides to its customers. It also means treating the customer as an individual. For bank each customer is unique & they provide them with an personalize attention. Here bank makes efforts to know their customer fully & make them fill that they are important for bank.

The employees of SBI are very polite, humble and helpful. They treat their customers as if they are some one special. All the employees were trained to behave in this kind of attitude. This politeness has helped them to retain their customers with Bank.

In today’s competitive world, banks need to understand what their customer expects from them. At the same time, the company should be able to delight its customers to differentiate their service. For this it is necessary to anticipate their needs, to solve problems before they start and to provide service that wows. To deliver that kind of service, bank needs to hire the right people and train them. Employees should understand what delights their customers. At the same time, it's important for employees to use their own personality and their own ideas - to make the customers happy. They have to know that banking service is a relationship with the customers, and not a transaction.

5. Responsiveness:

Responsiveness is the willingness to help the customers & provide prompt services. The bank should be responsive to their customers in handling complaints and requests.
The customer relates responsiveness to the length of time taken to wait for assistance and to answer the queries & handling the problems.
A successful bank should consider following points to set up speed for their service delivery:
 All the staff members have been instructed to be present in the counter fifteen minutes before the commencement of business hours.

 Almost all the branches have been provided with a 'May I Help You' counter, whose services can be used by the citizens to complete their transactions in a speedy manner.

 Instructions have been issued to the branches to accept local clearing and outstation cheques even after the business hours, till one hour before the closure of working hours of the branch.

 Different time limits have been prescribed for specific transactions like encashment of cheques, issuance of demand drafts, deposit of cash, etc.

 Teller counters have been functioning in most of ICICI branches for speedy encashment of cheques/withdrawals and also acceptance of cash remittances up to a sum of Rs. 1,000/-.

 Staff Committees have been formed in all the branches that look after the improvement of the customer service, maintenance and cleanliness of the branch.

 Regional Managers and officials of the Regional Office also visit the branches once in a quarter and guide the branch staff to help serve our customers better.


BLUE PRINTING IN BANKING SERVICE

A service blueprint is a visual portrayal of a service plan. It is a key tool in service designing. It is a detailed flow chart of different stages in the process. It displays the service by depicting the process of service delivery, points of customer contact, the roles of customers and employees. Blueprints are useful in designing and redesigning the service process.

A key characteristic of service blueprinting is that it distinguishes between what the customers experience “front-stage” and the activities of employees and support processes “backstage”, where customers can’t see them. The line, which distinguishes front stage from back stage, is known as ‘Line of Visibility’.

Service blueprints clarify the interactions between customers and employees and support it from backstage activities. In the blue print, ‘Line of Interaction’ provides the service encounter of customers with the front line staff. The interaction, which supports the service from backstage, is called ‘Line of Internal Interaction’. This line divides the front line staff employees and the operational support staff.

In banks, the blueprint comprises a long-term development strategy and a sector development plan. The long-term strategy is based on key lessons drawn from the experiences of financial sector development and reform in other countries, and it guides the sector development plan.

In banking service, the Blue print:
 Sets out a long-term vision and development strategy for the financial sectors.
 Aims to develop a sound market-based financial system to support sustainable economic growth
 Anticipates that the financial sector whether it will double in terms of the ratio.
To understand the role blueprint in banking service, let us see the two examples of opening an account in ICICI Bank and State Bank of India.


Blueprint of ICICI Bank:

ICICI Bank prepares a ‘blueprint' to lay out its strategy for consolidating its operations and increasing its customer base. Their blueprints have a ‘focus objective' of adding more clients and increasing the branch network, besides introducing new products and value-added services in the coming years.

The process of opening an account in ICICI Bank is given as follows:

• Firstly, the customer has to collect the form from the counter.
• He has to fill in the details such as name, address, and type of account, name of nominee and so on.
• He has to attach certain documents to give a proof for his identity and residential address. These documents include Passport copy, Ration card copy, Telephone bill, etc and his photograph.
• Along with the documents, he is required to give a self signed cheque of Rs.5, 100/-
• The attached form is then submitted at the counter. Here the form is physically checked.
• After checking the form, the information is feed in the computer. The account number and ATM pin card is given to the customer on the spot. But his account activates only after three days.
• The branch then sends the attached form to the Regional Processing Center (RPC), where the documents are physically checked and scrutinized.
• After the verification is complete, and if they are satisfied with the documents, they activate the account else the form the application is rejected. The control of activating the account is under only RPC. The branch cannot do this activity.
• RPC informs the respected branch about the activation of the account.
• Finally, the branch employee gives a call to the customer informing him that his account is activated.

Blueprint of State Bank Of India:

This bank prepares blueprint as it helps them to find out the faults in their service and take proactive measures to rectify the same. They use this technique to provide a better quality service to their customers.

The process of opening an account at State Bank Of India is as follows:

 The account officer regarding the type of account consults the customer. He explains the complete procedure of opening an account.
 The customer has to first attest the photocopies of the documents. At this stage, the originals are verified and the officer stamps the Xerox copies.
 Then the three processes remain the same i.e. collection of form, fill the form and submit it with the documents.
 In this bank the minimum amount to open account is Rs. 500/-
 The officer collecting the form thoroughly and feeds the information in the computer.
 The form is again counter checked by the Manager. If all the information is correct then he approves the form by signing it.
 With the approval, the account is activated on the spot. All the details regarding the account are provided to the customer.
 The last stage in this process is that the bank sends a call letter thanking the customer. The main purpose of this letter is to verify the address of the customer. If the address is not confirmed, a Payorder is released and the account is closed.

Thus by comparing the procedures of both the banks it can be seen that the process of ICICI Bank is longer and takes three days to activate an account. Whereas, it is simpler in SBI, and the account is also activated on the spot.

At the same time, the minimum amount to open an account also differs. In ICICI Bank it is Rs.5100/- and in SBI it is Rs.2, 500/-. This is so because ICICI aims the upper middle class and the rich class as their customers. Whereas, SBI targets the all class of people like lower, middle and upper class people as their customers.



















Fish Bone Analysis















The fish bone analysis is the cause- effect analysis of the service failure. There are eight main aspects that lead to delay in service delivery or service failure.

They are as follows:

 Customers:

They are important in services sector because they are directly involved in the process of service making and service delivery. So any delay on the part of the customers may lead to the eventual delay in service delivery.




 Facilities & equipments:

Facilities and equipments play an important role when it comes to service delay or service failure. This is because if the arises a problem in the facilities provided or the equipments used then that will lead to delay in service delivery.
In case of the banking sector facilities like ATMs, online banking etc and equipments like computers, printers, money counting machines etc play an important role. If there is a breakdown in any of these equipments or there is some basic formulation problem with the facilities provided then it may lead to delay in service delivery.

 Material Supply:

Materials and supplies are also playing an important role during the delivery of the service because they act as the supportive goods for the services provided by the service provider.
In the banking sector materials like pass book, chequebook etc play an important role in service delivery. For example if the cheque book is received by the account holder before he/she uses the last cheque it will lead to enhancement of the service experience but a delay in the issue of the cheque book may lead to service failure.

 Front stage personal:

Again a very important aspect with regards to service delivery because it the frontline personnel who come in direct contact of the customers. Any misbehavior on their part or lack of knowledge may lead to service failure or at least delay in service delivery.
In case of a bank a person at the information desk, at the passbook update desk etc are the people that come under this category. As a result of this they have to be well informed about the various policies, procedures as well as the various services provided by the bank and that they must be well behaved. Lack of any of these aspects may lead to service failure.

 Back stage personal:

They are the people who support the front line staff and thus play an important role in the process of service delivery.
In the banking sector the backline staff includes the people who are involved with providing loans, accepting deposits, maintaining accounts of the customers etc. if these people are not efficient in their work then it will affect the efficiency of the frontline staff which will in turn lead to delay in service delivery.

 Procedures:

Procedures play an equally important role in service delivery. The shorter the process, the faster the service delivery and vice versa.
In most of the banks the procedures are very lengthy which leads to delay in service delivery.

 Information:

Proper giving of information is also important or else it may lead to service failure.



 Other causes:
There may be other reasons apart from this, which may lead to delay in service delivery or service failure.
FLOWER OF SERVICE
THE CASE STUDY
Ashok was a regular customer of Bank of India Borivali branch. He had to make a Demand Draft of Rs.5000/- for the admission process in the college. He was supposed to reach Andheri before 12 noon to submit the DD. Therefore; he reached the bank sharp at 8:30 because he knew that it would take time, as it was a nationalized bank.
On entering the bank Ashok noticed that there was too much crowd. The customers were waiting in a queue and the staff was roaming around which made the place further crowded. He inquired about the procedure for making a DD at the inquiry counter. The officer at the counter was polite and friendly, and guided him. Ashok collected the form from Counter 2, filled in all details and went to submit it on Counter 3. It was 9:00 a.m. when he was standing in the queue. His number came after 20 minutes. When he went to submit the form, with smiles he was told he had to submit an additional form along with it. Ashok was shocked to hear that. He quickly collected the other form and filled the details and again stood for submission. By the time he reached the counter it was 9:45. The person operating at the counter was so slow that it took him 10 min to feed the information in the computer. At 10 he was told that he would be called to collect the DD. Ashok took a sigh of relief and sat patiently.
He waited till 10:30 and went to inquire. The employee said their printer is not working. He was shocked to see that the whole staff was sharing only one printer. He explained his problem to the Manager and made a request to issue the DD as soon as possible. At 11a.m., the Manager handed over a handwritten DD. Ashok rushed quickly and was worried whether he will reach college before 12 or not. He decided to close his account in this bank.
Questions:
1) Which is the deformed pattern of flower of service in this case?
2) List the encounters and the critical encounters?

FLOWER OF SERVICE
It is very important for a firm to provide a variety of service related activities along with the core product. Of the potentially dozens of supplementary services, almost all of them can be classified into one of the following eight clusters. They are classified into two types: facilitating services and enhancing services. They are listed as follows:
FACILITATING SERVICES
 Information
 Order Taking
 Billing
 Payment
ENHANCING SERVICES
 Consultation
 Hospitality
 Safekeeping
 Exceptions
These eight clusters are displayed as petals surrounding the center of a flower, which is known as ‘Flower of Service.’










In a well-designed and well-managed service organization, the petals and core are fresh and well formed. A badly designed service is like a flower with missing petals. Even if the core is perfect, the overall impression of the flower is unattractive.
All eight supplementary clusters do not surround every core product. It depends upon the type of service. Also the size of the petals varies in different organizations. All the eight clusters are explained below with the example of ICICI Bank:
• Information:
Organizations like banks need to provide complete information to the customer as well as the employees. Many a time’s new customers and the existing customers need a direction to the process of service. The bank officers have all the information regarding the banking service.
In the case of Ashok, it can be seen that there was lack of information amongst the employees. The information officer asked him to fill only one form when two forms were required. Thus the employees could not provide suitable direction to the customer. Companies should also take into consideration the time of the process. They should make the customer waited for a long time.
• Consultation:
Consultation involves finding out customer’s requirements and develop solution. Customers often seek for consultation in the type of account to be opened. Bank consulters need to understand each customer’s current situation, before suggesting suitable course of action. At this stage, bank employees should have ample of knowledge about the types of account and different situations in which a particular account is opened.
The consultation petal does not apply in the case of Ashok. He did not require any consultation.
• Order Taking:
Order taking refers to accepting applications, orders and reservations. In home banking, bankers take orders of money transaction. They see to it that the order taking is easily accessible to the customers. The front line staff is trained in such a manner so that the process is carried politely, fast and accurately.
This petal is not applicable in Ashok’s case.
• Hospitality:
Hospitality deals with nurturing the customers and providing all the facilities and makes them feel that they are special to the organization. Most of the banks ensure that their employees treat their customers as guests.
In Ashok’s case, the employees made him stand in the queue for long time. The bank did not comfort their customers while providing the service to them.
• Safekeeping:
Customers often want assistance with their personal possessions, while visiting a service site. Unless certain safekeeping services are provided some may not come at all. Responsible businesses also worry about the safety of their customers. Many Bankers pay close attention to safety and security issues of the customers who are visiting their service facilities. Bank educates its customers about how to protect Passbooks, Chequebooks, ATM cards, etc. from theft. They even provide safety measures to operate the ATM machine to avoid personal injuries.
As Ashok was intending to close the account, this petal is not applicable to the case.
• Exceptions:
Exceptions involve supplementary services that fall outside the routine of normal service delivery. Banks anticipates exceptions and develops contingency plans and guidelines in advance. They train their employees so that they don’t appear helpless and surprised when customers ask for special assistance. There are several types of exceptions. Few of them are special request, problem solving, handling complaints and restitution.
A special request was made by Ashok to handover the DD as soon as possible. But his request was not granted immediately. In fact, they delayed it. At the same time the problem of printer was not solved quickly. They made him wait for a long time. The bank should have kept more printers to avoid such incidences. This has created a bad image about the bank in Ashok’s mind.

• Billing:
Inaccurate and incomplete billing disappoints the customers. Billing should be done timely because it serves to stimulate faster payment. In case of banking, customers expect their passbooks and other documents to be clear, informative and itemized in ways that make it clear how the total was computed. Now a day every bank has computerized billing facility, which makes the billing process easier and faster.
In Ashok’s case, there was problem in providing DD. The billing process of the bank was too lengthy and tiring.
• Payment:
In most cases, a bill requires the customers to take action on payment and such action may be very slow in coming. The best example is bank statements. It details the charges that are already been deducted from the customer’s account. Customers expect ease and convenience in payment, thus bank makes all attempts to make their payment process simple and easy. The other examples of payment in banks would be handling of cash, cheques, tokens, vouchers, coupons, etc.
The payment process is negligible in case of Ashok.





SERVICE ENCOUNTERS
Service encounter is the moment of truth whereby the customer comes in contact with service. There are three types of encounters:
 Remote encounter
 Encounter on the telephone
 Face-to-face encounter
The first few interactions with the customers are most important. These interactions lead the customer to high satisfaction or high dissatisfaction.
In the case study, Ashok had interactions with the following front line staff:
• Inquiry counter officer:
The first encounter of the Ashok in the bank was at the inquiry counter. Here the officer in-charge guides him regarding the process and whom shall he meet. The duty of the officer at inquiry counter is to solve small doubts of the customer.
• Clerk at the Counter no. 2:
His next interaction was with the clerk at counter no.2. Ashok collected the form from this counter. The role of the clerk is to issue these requirements to the customers and scroll it after the customer fills them.
• Clerk at the Submission Counter:
After filling the form, the next encounter of Ashok is with the clerk at Counter no. 3 (i.e. the submission counter). This incidence was critical as it disappointed Ashok very much. This is because he was informed to fill another form along with the one he had.
• Manager:
Lastly, Ashok meets the Manager who in turn gives him a handwritten DD. This incidence was also critical because the manager further delayed. He was highly disappointed to meet him. But in the end he is the one who helps Ashok.
• Interaction with the employee making the draft:

The most critical encounter here in this case is Ashok’s interaction with employee who was making the draft for Ashok. As the system was computerized, a printer was used to print the draft. But at the last minute the printer got spoiled and stopped working. This made Ashok very restless.



PEST ANALYSIS

Meaning
PEST analysis is very important that an organization considers its environment before beginning the marketing process. In fact, environmental analysis should be continuous and feed all aspects of planning. The organization's marketing environment is made up from:

1. The internal environment e.g. staff (or internal customers), office technology, wages and finance, etc.
2. The micro-environment e.g. our external customers, agents and distributors, suppliers, our competitors, etc.
3. The macro-environment e.g. Political (and legal) forces, Economic forces, Sociocultural forces, and Technological forces.


These are known as PEST factors.





Political:

Political factors can have a direct impact on the way business operates. Decisions made by government affect our every day lives and can come in the form of policy or legislation. Government and RBI policies affects the banking sector at times looking into the political advantage in a particular party the govt. declares some measures to their benefits like a waver of the short term agricultural loans, to attract the farmers votes. By doing so, the profits of the bank go down. Various banks in the co-operative sector are open and run by politicians. They exploit these banks for their benefits. The government appoints various chairmen’s of the banks.

Economical:

All businesses are affected by economical factors nationally and globally. Interest rate policy and fiscal policy will have to be set accordingly. Whether an economy is in a boom, recession or recovery will also affect consumer confidence and behavior. Banking is as old as authentic history and the modern commercial banking are traceable to the ancient times. The present era in the banking may be taken to have commenced with the establishment of the BANK OF BENGAL, Punjab national bank and so on.

Every year RBI declares its 6 monthly policy and accordingly the various measures and rates are implemented. Also union budget affects the sector to boost the economy by giving certain concessions and facilities. If in the budget savings are encouraged more deposits will attract the banks and they in turn can lend more money to the rural sectors, industrial sectors, therefore booming the economy. If the FDI limits are relaxed then more FDI can be brought in INDIA through banking channels.

Social:

Within society forces such as family, friends, and media affect our attitude, interest and opinions. These forces shape that we are as people and the way we behave and what we ultimately purchase. As society changes, as behaviors change organizations must be able to offer products and services that aim to complement and benefit peoples lifestyle and behavior. Before nationalization of the banks the control of banks were in the hands of the private parties and only big business houses and effluent sections of the society were getting benefits of banking in India. In 1969 govt., nationalized 14 banks. The banks helped the weaker sections of the society and provided need-based finance to all the sectors with flexible and liberal attitude. Now even they provide various types of loans to farmers, working women, professionals and traders. Big companies have to provide personalized baking also.

Technological:

Changes in technology are changing the way business operates. The Internet is having a profound impact on the marketing mix strategy of organizations. Consumers can now shop 24 hours a day comfortably from their homes. The challenge these organization faces is to ensure that they can deliver on their promise. Those businesses, which are slow to react, will fall at the first few hurdles. This technological revolution means a faster exchange of information beneficial for businesses as they can react quickly to changes within their operating environment.

There is renewed interest by many governments to encourage investment in research and development and develop technology that will give their country the competitive edge. The latest development in the technology in computer and telecommunication has encouraged banking from everywhere. The use of ATM and Internet banking are helpful. Voice recorders answer simple queries, currency accounting machines self-service counters are now encouraged. Credit card facility is another example of the cashless society now debit cards are also in. these are called as an electronic purse. Some of the banks have also started home banking through telecommunication facilities and computer technology by using terminals installed at customers home and they can make a balance enquiry, get the statement of accounts, give instructions for fund transfers etc through ECS we can receive the dividends and interest directly to our account avoiding the delay of chance of loosing the post. Banks also have started using the SMS systems and interest as a major tool of promotion giving great utility to the customers.

All these technological changes have forced the bakers to adopt the customer-based approach instead of product-based approach.
















THE STATE BANK STORY

The demand for funds by the SBI is even more acute than even the Corporation Bank since the SBI Act provides for a minimum 55 per cent RBI holding in SBI, and the bank is already close to breaching this threshold. The immediate beneficiary of this move would be Corporation Bank where government equity is down to 66 per cent. The bank would be able to access funds from the market without being hampered by the 51 per cent minimum government holding threshold, which currently limits the ability of banks to expand beyond a certain level. Since a decision on the new threshold has been taken in the case of the nationalised banks, the government is expected to follow suit by moving an ordinance to reduce the RBI stake in the SBI to 33%.

The issue of reducing government stake in the nationalised banks has come about on account of demand from the SBI which had demanded that either RBI as the stakeholder pump in funds for the SBI’s massive expansion plans or permit it to issue shares to the public to raise the necessary funds.

Both the Banking Regulation Act and the SBI Act provide that government shares cannot be divested and since the government has decided that it would no longer support banks through budgetary support, they have no option but to go to the market to meet their fund requirements.
Though there is no special significance attached to the 33 per cent threshold in the Company Law — which recognized only 26 per cent and 74 per cent as two major thresholds for management and ownership control — the government has opted for 33 per cent on the basis of the recommendations of the Narasimham Committee. The committee had felt that this threshold would provide comfort to the employees. The banks, like insurance companies, have strong unions and, hence, a phased reduction in government equity was recommended.

The State would continue to be the single largest shareholder in banks even after its stake had been brought down to 33%.
The government is also proposing to move an ordinance for demerger of four subsidiaries of GIC. The law ministry has already cleared both proposals of the finance ministry. In the case of GIC, the ordinance would amend the GIC Act, 1972, and demerge its four subsidiaries - National Insurance Corp, Oriental Insurance, United Insurance and New India Assurance.

Subsidiary of State Bank of India
• State Bank of Bikaner & Jaipur
• State Bank of Hyderabad
• State Bank of Indore
• State Bank of Mysore
• State Bank of Saurastra
• State Bank of Travancore

The services of SBI Bank
• Personal Banking
• Gold Banking
• NRI Banking
• International Banking
• Corporate Banking
• Small Scale Industries
• Small Business Finance
• Rural Banking
• Government Business
• Home Loans


SBI Credit Card

The SBI Credit Card offers a Classic VISA card duly acceptable in India and Nepal. It transfers all the advantages provided by the VISA Card. The present eligibility for applying for the SBI Credit Card is Rs. 75,000 for salaried and Rs. 60,000 p.a. for businessmen (kindly verify the rate with SBI before applying).

SBI Credit Card is acceptable over 1,05,000 merchants in India and Nepal. The SBI Credit Card is accepted to 117 cashpoint locations in 57 cities from Leh to Port Blair. The daily withdrawal limit is Rs. 10,000.

SBI Credit Card comes with an insurance of Rs. 2 lakhs on road and Rs. 4 lakhs by air.

Worldwide network of SBI Bank

SBI Bank India has 52 Foreign Offices in 34 countries. SBI India serves the international needs of its foreign customers, in addition to conducting retail operations. The focus of the offices of SBI is India-related business. Few of the countries where SBI Bank has branches are as under:
• Australia
• Bahamas
• Bahrain
• Bangladesh
• Belgium
• Bhutan
• Canada
• France
• Germany
• Hong Kong
• Japan
• Maldives
• Mauritious
• Muscat
• Nepal
• Nigeria
• Oman
• Russia
• Singapore
• Sri Lanka
• South Africa
• UK
• USA
SBI Central Office

State Bank of India,
State Bank Bhawan,
8th floor, Madame Cama Road,
Mumbai-400 021,
Telephone No. 22029456 or 22029451,
Fax no. 22885369.







Physical Evidence

Physical Evidence is the overall layout of the place. How the entire bank has been designed. Physical evidence refers to all those factors that help make the process much easier and smoother. For example in case of a bank the physical evidence would be the placement of the customer service executive’s desk, or the location of the place for depositing the Cheques. It is very necessary the place be designed in such a manner so as to ensure maximum convenience to the customer and cause no confusion to him.

The experience of Physical Evidence of an SBI bank branch we visited was has follows

• Very well organized

• All the departments where put up in such order that a rush in one of the departments would not lead to problems to the other department.

• The enquiry counters where placed right in front of the entrance so that the new visitors do not have any problem in locating the counters and the people can be helped as quickly as possible.

• The work was being carried out at a very efficient pace.

• People who had come to withdraw cash where given token numbers and made to sit in the comfortable sofas & chairs which where lead all around the wall of the bank so that there is enough space for the people to sit.
• As we had visited the bank during rush hours we though that there would be lot of rush and we won’t be able to get the best possible information but we where totally wrong in our thinking as the bank manager gave very appropriate time and the fullest possible explanation of the topics.

• There is no doubt that SBI is the one of the topmost bank as it shows what great planning has been done in even the smallest of the matters.

• The only problem was the ATM counter, which had stopped functioning for about 15 to 20 minutes as the machine had some problems in it.




























CONCLUSION
I was having lot of interest to know detailed information on banking. By completing this project I got a lot of satisfaction. I made the project such a way that none of the point should be missed in explaining banking concept. This project will help me in boosting my carrier.
To complete this project I have taken help of respected professors, friends, books & internet. I am very much thankful to my professors & friends for giving me such support.

If any person in this world want to know about Indian Banking than he/she can easily refer to this project. I have given my best to explain banking concept with the help of public as well as privet sector banks. How different banks are provided services to its customers & what is the motive behind formation of those banks are explained in a broader way.
 
Dear,
DON'NT confused,it's not depend on the project but which sector you are will ing to start your carrer after your MBA thats matter most .So dear friend rather thinking -starts the project SOON ,rest of the things will be manage automatically during the proceeding of the projects.

Subash Swain
SENIOR MANAGER (RETAIL)
RELIANCE INDUSTRIES
BANGALORE
 
hey i am maulik , i am also currenly doin project on reliance retail so it would very helpful of u if u can send me all project details and case studies relating to reliance retail to me...my email id :[email protected] thnx .
 
well friend if u r interested in doing a project concentrate urself upon some innovative and new project such as future consumer trends in retail... and for this you need to collect data with the help of questionnaire and do the analysis and yaa it would be fruitful to u as well as the company.......
 
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