HSBC Presentation

VISION

To be the world’s leading financial company.

HSBC BANGLADESH

MISSION

Having regard to ethical values; to meet its customers financial needs in the fastest and most appropriate way, to continue innovative works in order to achieve: human resource with superior qualities, technological infrastructure and service packages.

HSBC started operating in Dhaka from 17th December, 1996 to provide personal banking services, trade and corporate services, and custody services. The Bank was awarded ISO9002 for its personal and business banking services, which cover trade services, securities and safe custody, corporate banking, Hexagon and all personal banking.

INTERNAL COMMUNICATION

TECHNOLOGICAL TOOLS

Telecommunication

HSBC permits employee to telecommunicate that provides them to communicate within a very short time.

E-mail

COMMUNICATION TOOLS

It enables users to create, send, and read written message on computer. It can include simple text message to complex file or programs.

HSBC has its mission, vision and three prime objectives to let the employees know about the target and goals they have to achieve. HSBC has a very efficient internal communication system that gives its employees opportunity to share their knowledge, information and experience in a constructive way.

Discussion mailing list

This tool is also known as liters, these are discussion groups, which provides subscribing to an electronic newsletter to which everyone can contribute. These delivers posted messages to a person.

Video conferencing

Online videoconferencing is used to replace face-to-face meetings. HSBC is working on it to hold meetings with colleagues, customers, and suppliers.

Set of rules

File Transfer

In every branch of HSBC they have a board hanging on the wall which contains the mission, vision and the set of values that all the employees of the organization are expected to abide by. Their activities reflect loyalty towards the organization.

HSBC gives its employees an Internet service that is known as file transfer protocol (FTP) that enables them to download files and upload files. FTP also allows them to attach formatted documents to their e-mail messages and download formatted file.

Handheld Computer Devices

HSBC gives some employees of higher level some pocket sized, handheld devices that help them to store and organize data such as document and contact information. Employees having PDA (personal Digital Assistance) can work efficiently by updating routes and schedules every day.

Memos

New software

To communicate with other branches or with other employees, memos are handsome tools, which prove great effectiveness in case of any conferences/meetings to be summoned.

HSBC’s new software provides Automated MIS to their line managers. It has been the cornerstone of most of the central bank reports that are fully automated.

Formal letter

EXTERNAL COMMUNICATION

When a question of privacy and importance occurs, HSBC communicates with their employees through letters and applications. For example, they send letter to their employees when any employee is get promoted or transferred.

External Formal Communication

External communication should support the Bank in pursuing the overall goals as described in its mandate, mission and strategy. The basic mission of the Bank is to promote the sustainable growth of its member countries by providing long-term complementary financing, based on sound banking principles, to projects that strengthen competitiveness and enhance the environment.

As per the banking laws, every year HSBC publishes its Annual Reports, which includes Balance Sheets, Financial Statements, Cash Flow Statements and others. They also participate in National Events by advertising in the news Medias on occasions like Independence Day, Victory Day or on National Cricket teams’ success. HSBC also exchange messages with clients, distributors, competitors, investors, journalists and bank’s representatives-to-date constantly.

FEEDBACK FACILITATION

HSBC Bank is always committed to the societies and their customers. So they always try to find their strengths, weakness, opportunities and threats.

COMMUNICATION CLIMATE

There is an open communication climate stays in the HSBC. In this bank there are no barriers to communicate with the other employees or employers.

DEVELOPING COMMUNICATION

SKILLS

FINDINGS

• They don’t have more branches as like other banks in Bangladesh.

• Formal Skills Training

• Management Training Programs

• They don’t have customized software for use in their network to get continuous feedback.

THANK YOU

• Mentoring

• They don’t have sufficient ATM booths.

• Compensating system is not developed.

• Performance Management Process

• In HSBC, segregation of duties and communication control techniques should be centralized.

• Training Libraries

• They don’t have much training session on Business communication for entry level and mid-level employees.

• Tuition Reimbursement

Communication Tools

RECOMMENDATIONS

MEETING PROCEDURES

• They should reach more on mass banking in Bangladesh.

CUSTOMER RELATIONSHIP

• They should invent a customize software for use in their network to get continuous feedback from the managers and employees and stakeholders.

Meeting is a prime tool for solving problems, developing ideas through giving and getting feedback, identifying opportunities resources.

• Increase the number of ATM booths for increased customer service.

Website

• Adapting more banking technology from business communication process in Bangladesh.

• HSBC should take some initiative to unite the segregation of duties and communication control techniques for bonding the other departments of the bank.

ATM services

SMS Banking

How they treat customers, where they choose to operate, who they provide financial support to and how they respond to customers financial needs all have an impact on our reputation and ultimately their financial success.

Television

Telephone

Billboards

External Informal Communication

TARGETS OF INTERNAL COMMUNICATION

Informal communication with the stakeholders carries an important perspective for HSBC.HSBC is committed to society’s expectations. It recognizes greater cooperated responsibilities towards the community by using the communication tools that we have described above, HSBC communicate with outsiders formally and informally which help to create a positive image about their organization.

TARGETS OF EXTERNAL COMMUNICATION

Customer:

Shareholders

Regulatory Body

Competitors

Team Members

Employees

Different Branches

Society

Head office always communicates with other branches by using internet, letter and telephone.

HSBC communicate with their employees by using some

communication tools and for this they are aware of progress of the organization as well as what they are expected to do.

Members of a team work virtually in order to finish and project. Though they conduct meeting in case of emergency but most of the cases they complete their work by not meeting up physically.

VALUES

SUMMARY

METHODOLOGY

Understand the communication process of HSBC.

Understand the problems and opportunities regarding business communication.

Understand the strategy of the organization.

Conceptual Approach:

A theoretical section is given in this report to give a highlight of the various information concerning the business communication system. It is given in relevance with the organization in context i.e. HSBC.

SCOPE OF THE RESEARCH

Empirical Approach

SECONDARY SOURCES

This refers to the information that has been directly collected and interpreted from the survey on HSBC.

• Relevant books, Newspaper, Journals etc.
• Annual Reports of HSBC;
• Periodicals published by the Bangladesh Bank;
• Different seminar papers on performance evaluation of service oriented business;
• Different publications regarding banking functions

SOURCES OF DATA

PRIMARY SOURCES

• Direct communication with the respective officers;

• Direct communication with the clients;

• Exposure on different desk of the bank;

• File study.

In preparing this report, both primary and secondary sources of information have been used.

OBJECTIVES OF THE REPORT

Our report is about HSBC's communication system

The main objective of the report is to evaluate “the business communication system to improve their business communication efficiency in future” of HSBC, Bangladesh.

• To identify how they communicate with their employees and with customers and share information.

• To identify how they train their employees

• To identify whether employees are improving their performance by training or not.

INTERNAL FORMAL COMMUNICATION

INTERNAL INFORMAL COMMUNICATION

• HSBC is the world's local bank.

• Headquartered in London.

Diagonal

Upward

People from different positions in the hierarchy interact with each other to communicate on a specific goal.

The lower level employee plans strategy in launching a new product and service. They share or report to their boss and follow the organizational structure.

Informal communication mainly consists of grapevine. Lower level employees often indulge in gossip and information passes from anywhere to everywhere.

• To exceed customer expectations in service quality.

• To be a pioneer in the implementation of technologies

• To keep its reliability at the utmost level.

• To make a positive contribution to the community

• To respect meritocracy during hiring processes, improving knowledge and skills of its employees.

• 4,400 offices in 71 countries.

An analysis of Business Communication of HSBC to determine the Business Communication practices to improve their Business Communication efficiency in future

Horizontal

Downward

Department wise or similar position wise communication occurs on a regular basis in HSBC.

The higher level management takes massive decisions and strategy for the organizational development and to achieve the mission of organization. They pass their opinion and decisions to their lower level of the hierarchy.

• Territories in Europe, Asia, The Middle East and Africa, North America and Latin America.

• International network linked by advanced technology

BUSINESS COMMUNICATION

SYSTEM IN HSBC

LIMITATIONS

• Time constraint.

• Lack of pertinent information.

• Lack of co-operation from managers & subordinates for their confidentiality.

• Less information due to brisk interview.