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A report on HSBC

Title page

In case study of HSBC

Prepared for: Ms Doti Chee

Contemporary issues in marketing management

Course no: MKT F05

International Training Program, Banking Academy

Prepared by 2M&L groupF05B

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Introduction

1870 HSBC first opened an office in Saigon (now Ho Chi Minh City. Ho Chi Minh City).

August 1995, a branch in Ho Chi Minh City is licensed and offers a full range of banking and

financial services. HSBC opens second branch in Hanoi and established representative office in

Can Tho in 2005. 01 On 01 December 2009, HSBC opened bank with 100% foreign capital and

became the first foreign bank to the bank in operation in Vietnam. The new bank called Bank

Limited HSBC (Vietnam) of 100% owned by Bank of Hong Kong and Shanghai. Bank Limited

HSBC (Vietnam) is a bank with 100% foreign capital and first put branches and transaction

offices in operation in Vietnam. Currently, the network consists of a bank's headquarters, a

branch and five transaction offices in Ho Chi Minh City. Ho Chi Minh City, one branch, three

transaction offices and savings banks in Hanoi, four branches in Binh Duong, Can Tho, Da

Nang, Dong Nai and two representative offices in Haiphong and Vung Tau.

Currently, HSBC is one of the largest foreign bank in Vietnam in terms of investment capital,

network, product categories, the number of employees and customers.

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Executive summary

HSBC Holdings plc, the parent company of the HSBC Group, is headquartered in London.

Group to serve approximately 60 million customers through four global business: Personal

Finance Services and Asset Management, Corporate Finance Services, Global Financial

Services, and Foreign Exchange Market capital markets, and Personal Banking Services

worldwide. HSBC's international network includes 6,600 offices in 81 countries and territories in

Europe, Asia - Pacific, North America and Latin America, the Middle East and North Africa.

With assets of U.S. $ 2,692 billion as of December 31, 2012, the HSBC Group is one of the

service organization's largest banking and financial world.

With over 140 years of experience operating in Vietnam market, HSBC provides a full range of

banking and financial services including: Personal Financial Services and Asset Management,

Corporate Finance Services, Services Global Finance, Foreign Exchange Services and capital

markets, payment services and cash management, payment services and international trade

finance and securities services. With a long history of activity as well as an understanding of the

market in Vietnam, HSBC's commitment to bring the best service to customers.

The products and services:

- Personal Financial Services and Wealth Management

- Enterprise Financial Services

- Global Financial Services

- Payment Services and Cash Management

- Foreign Exchange Services and Capital Markets

- International Payment Services and Trade Finance

- Securities Services

- Business Insurance Services

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1.3. CRM benefits

1.3.1. Definition of CRM

CRM is a concerned with the creation, development and enhancement of individualized

customer relationships with carefully targeted customers and customer groups resulting in

maximizing their total customer life-time value (CRM, Payne).

1.3.2. Benefits of CRM in HSBC Bank

New sales opportunities

Can classifypotential customers. HSBC uses data mining to save customers

informationHSBC will able to analysis and know what they can do to improve

the server better meet customers needs and wants. This CRM tool also helpsHSBC bank saving the money because they no need to spend additional cost to do

survey on customers.

Can automate sales activities saving time having more time to build

relationship to customers.

Improved customer service

Can pro-active approach to customer service. HSBC has customer services

department, which includes hotline system and email address, to answercustomers questions and issueshaving better customer service.

Can solve customer problemsquickly having customers trust having more

customers loyal.

Plan, execute and audit targeted marketing campaigns

Sage CRM makes it easy for you to track each phase of a marketing campaign

and provides all the tools you need for meaningful analysis and powerful

campaign measurement (entergraty, n.d)

HSBC has customer management department to classify each customer group to

easily track. For different group, HSBC has different ways to marketing; they can

introduce their new products by phone, mail and so on having long-term

relationship with customershaving customers loyal.

Better decision making

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CRM applications provide a single view of the customer across all touch points

and channels, as well as delivering comprehensive reports of customer

behaviours, marketing campaign results and sales activity (entergraty, n.d)

HSBC has own mail box to receive customers issues can synthesize the major

issues that customers faced, then they answer these questions on their website to

everyone know.

Greater efficiency

With an integrated CRM system, you can gain immediate access to your

organisations critical customer information. Good CRM software also increases

internal efficiencies by automating workflow processes, reducing human error,

decreasing process time and providing consistency throughout the entire

organization (entergraty, n.d)

HSBC is using e-banking, which can help customers make transactions through

internet and save their time. Through the system, HSBC can collect information

of customers and work automatically => reduce errors and saving time.

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1.4. Make justified recommendations for the improvement in customer relationship

management for a selected organization.

Problem Cause Solution

HSBC has a new program to

increase usability for

customers, but the new

program which is difficult

with elderly clients, because

they do not use the internet

and do not sensitive with

modern equipment. so the

online program is still too

difficult to use with older

clients

The reason HSBC create

modern program is they

focus on young customer

more than elderly customer.

They should make it more

simple to elderly customer

can use it.

HSBCs staff should help

customer know how to use

this new program.

HSBC has not many

customer

Nowadays, HSBC just

popular in some cities in Viet

Nam such as Ha Noi capital,

Ho Chi Minh city, Da Nang

city Beside that HSBC

still not develop in some

town

HSBC should open more

branches to get more

customer

HSBC should have more

advertise in mass media to

attract customer in around

Viet Nam

Some customers have

encountering disagreement

while using the services ofHSBC.

They have to email or to the

bank to report, then wait 24

hours to review the bank's

HSBC system in Viet Nam is

developing and completing

so they still some mistakes.

Bank should upgrade

complaint solving system.

HSBCs staff should

regularly check mail to solve

customers problem faster.

HSBCs manager should

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mail client. Then solve the

following day.

This causes discomfort and

take less time customer

send letter to apologize for

customer after receive

complain to make customer

fell more comfortable.

Conclusion: each bank also has different issue in system, HSBC is not an exception. So HSBCs

mistake could be sympathized by the customer. Although, they must improve their system to

make the service become more convenient.

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2.1. Carry out a stakeholder analysis for Save the childrenand EVN

2.1.1. Voluntary sector - Save the children

2.1.1a. ProjectWorld Prematurity Day 2012

Born too soon, but not born to die.

More than 1 in 10 babies is born prematurely, however 75% of those babies

can be saved without the need for Neonatal Intensive Care. Greater

investment in training and equipping frontline health workers is needed to

deliver the care required to save babies lives. Steroid injections for women in

preterm labour, antibiotics for newborn infections and Kangaroo Mother Care

(wrapping preterm babies in skin-to-skin contact with their mother for warmth

and easier breastfeeding) could save hundreds of thousands of lives. (Save the

children, 2012)

2.1.1b. identify stakeholders

Stakeholders Interest Needs Expectations

Donors Interest on the change of

company profit in the

future

To be shown the ability of

helping both victims and

company of the project, the

ability to donate for the

project

Gain reputation

Increase long-term

profit

Having support from

Save the children

Volunteers Interest on what they can

do for the community

and make the world

become better

Fulfill the feeling of having

responsibilities with the

community

Experience a different life

when contributing for the

project

Help as much as

children as they can

Become more mature

through the process of

live far from home and

take care of victims

Victims Interest on how can they

survive and live through

the different times and

Health care

Better treatment and

equipment

Be protected and

survive

Having money to

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Volunteers & victims are keep informed because they have low power and high

interest. Volunteers have no power in controlling the activities of the project.

However, they have very high interest which motivate them to contributing take

care of victims without any payment. Victims have high interest as well because

they need to be survive and protected by the project.

2.1.2. Public sector - EVN

2.1.2a. ProjectConstruction of thermal power plant Uong Bi

On 19/05/1961, Uong Bi Thermal Power Plant with a capacity of 48 MW

was constructed. In 1963 it was inaugurated and put into operation. This

thermal power plant had the largest capacity of the North during that time.

Soviet Union helped build, supply of equipment and training of staff and

workers, is one of the main power suppliers for the construction of

socialism in the north. Then the plant increased the capacity to 153 MW.

In 5/2002, the project Uong Bi Thermal Power Plant 300 MW capacity

expansion (1 unit) was started by EVN as an investor, with an investment

of 300 million USD. To date, the plant has commercial power generation.

Currently, EVN continues to invest in Uong Bi thermal power project to

expand the capacity. (EVN, 2011)

2.1.2b. identify stakeholders

Stakeholders Interest Needs Expectations

Investor Interest in how much

profit the project can

bring back

To be shown the

profitability of the project

and how big the profit will

be

Get the money back

Get priority and

advantage of using

electricityGovernment Interest on can project is

worth to invest, how the

project affect on people,

do they get more support

To be convicted that the

project is very essential

and have important role in

providing electricity in

Can afford the cost of

construction

Gain reliance from the

people inside Vietnam

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when constructing the

plant

Vietnam

Customer Interest on can the plant

finish construct on time,

can it provide enough

electricity

Better electricity system

and electricity supplement

Reasonable price for

good quality of electricity

Have enough electricity

for using and producing

Dont have to pay too

high to use electricity

2.1.2c. Assessment

2.1.2d. stakeholder report

Investors & government (management closely)

High

Low

High

Keep satisfiedManage closely

Monitor Keep informed

InterestLow

Customer

Government

Investors

Power

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2.2. Describe the nature of the relationships with customer within two selected not-for-

profit organizations

2.2.1. Characteristics of Save the children and Red cross

Characteristic Save the children Red cross

Goals Save the Children has a broad

domestic and global footprint,

helping improve the lives of millions

of children in the United States and

around the world.(Save the child,

n.d)

Goal 1: Reduce the number of deaths,

injuries and impact from disasters.

Goal 2: Reduce the number of deaths,

illnesses and impact from diseases and

public health emergencies.

Goal 3: Increase local community, civil

society and Red Cross Red Crescent

capacity to address the most urgent

situations of vulnerability.

Goal 4: Promote respect for diversity

and human dignity, and reduce

intolerance, discrimination and social

exclusion. (Red cross, n.d)

Nature of

message

Mission Save the Childrens mission are to

inspire breakthroughs in the way the

world treats children and to achieve

immediate and lasting change in

their lives. . (Save the child, n.d)

The International Committee of the Red

Cross (ICRC) is an impartial, neutral and

independent organization whose

exclusively humanitarian mission is to

protect the lives and dignity of victims of

armed conflict and other situations of

violence and to provide them with

assistance.

The ICRC also endeavors to prevent

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suffering by promoting and strengthening

humanitarian law and universal

humanitarian principles. (Red cross, n.d)

Slogan Change the life of a child today. It's a matter of Life & Death- 2012

Benefit

of cost

Have the opportunity to help

disadvantaged children.

Improve understanding of

medicine, life.

Increase income through blood

donation

Increase understanding of the life

skills

Understand and know how to perform

first aid skills

Can communicate and talk with othermembers

Adverti

se

appeal

Personal appeal: Using the message to call empathy, mercy of people through

photos, videos about the lives of people.

Social appeal: send gift, keepsake, certificate for participating organizations to

recommend and help them feel the work is to be meaningful, motivating the

organization to continue to participate.

2.2.2 Communication tools and channels

Donors Telemarketing Save The Children and Red Cross proactively reach

customer and donors through telemarketing and direct

mail to help customer can update new feed quickly.

Customer Direct mail

Website, social blog Internet is the shortest and cheapest way to contact with

customer. Save The Children and Red Cross having

website, Facebook, tweet, Google+, Flick and YouTube

to communicate with their customer easily.

Volunteer Text message Regularly send media messages about their activities to

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broadcast volunteer

2.2.3Prioritizing customers needs

Save the child and Red Cross are the non-profit organization, the identification of

the client organization and the financial capacity and ability to participate is

extremely important. This decision can organize activities and long-term

effectiveness or not. Therefore they should usepower and interest grid analysis.

Power and interest grid analysis (Sharma, 2010)

Members and volunteers Donors

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Main human resourcehigh

influence, high power

Empathy is the main reason for the

involvement of individuals so they are

not too important benefit but they care

about results program.

Manage closely

Donors are the main source of financing

for the program, so they hold the decide

power in the programmedium power

Because they contribute so they are the

ones most interested after results

programhigh interest

Keep informed

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2.3. Compare methods used in marketing within the public, private and voluntary sector

HSBC Save the Children Vietnam Electricity

(EVN)

Marketing

concept

Marketing: HSBC is

always interested in the

needs of customers in

order to meet the best.

HSBC has created

programs transfer

online; this is a new

security program with

high security systems in

order to increase

customer utility for use.

Societal marketing: Save

the Children has program

called child protection.

They protect children from

exploitation, abuse,

violence and help children

around the world have a

better life.

Production: EVN

production ensure

enough for production

and lives of people,

corporation increasingly

invested hydropower

construction to respond

demand. Thac Ba

Hydropower as 4 months

production of 113

million kWh. However

EVN always balance

production so as not to

affect other economic

activities. as the Ba Ha

River Hydropower in

Phu Yen province was to

regulate water for

agriculture, only to

release a unit with

minimum capacity of 66

MW

Marketing

goal

_Provide solutions that

exceed or meet the

needs and aspirations of

our clients.

Save the Children is the

leading independent

organization creating

lasting change in the lives

Provide electricity for

economic - social

development of the

country

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_Set the industry

standard for service

delivery and value

creation.

_Influence and enhance

the development of our

industry.

_Be valued by our

clients, shareholders and

staff.

of children in need in the

United States and around

the world. Recognized for

our commitment to

accountability, innovation

and collaboration, our

work takes us into the

heart of communities,

where we help children

and families help

themselves.

Marketing

perspective

Relationship marketing:

HSBC always bring

convenient banking

services through service

channels to support the

diverse needs of

customers in the best

way.

Relationship marketing:

because the charity so

Save the Children has a

clear financial reporting.

they explained how much

has been donated, used

what, where ...

Transactional

marketing:EVN

investment construction

of hydropower and

through the media to

attract customers about

product upgrades, so

customers are always

assured to use products

Marketing

approaches

Network marketing:

Through the official

website of the company

more customer

convenience in using the

services of HSBC

Interaction marketing:to

improve the interaction

between the charity and

who are willing to donate,

save the children convince

people by showing who

they are, what they will do,

where to do, how to do it

... to get the trust and

Transaction marketing:

EVN try to overcome

difficulties and to ensure

the production of

consumer, this helped

EVN keep the trust of

people

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support

Marketing

methods

Interaction marketing, network marketing Viral marketing:

1, Words of mouth. This

is the transaction way

advertise in Viet Nam.

With a public company

like EVN, this is the

shortest to come with

people. People could talk

to you about problem

and benefit EVN bring

to you. Because electric

very important in life, so

EVN became a

2, Telephone number:

(84-4) 2.2201371

EVN give their phone to

recive customers

feedback in the fastest.

EVN always has staff

recive phone 24/24 to

take your problem and

give solution right now.

3, Fax:

(84-4) 2.2201369

This is the way help

EVN receive reports and

1, Website:www.hsbc.com.vn

To customers

convenient for track

activity and interest of

the bank, HSBC has its

own website. HSBC

branch website of the

country is different, but

are based on information

of the HSBC Group.

Customers can find out

information to select

appropriate services

2, The main office in

Viet Nam: 235, Dong

Khoi, P.Ben Nghe, Q.1.

Ho Chi Minh City.

In 1870, Hsbc opened

first branch in Viet

Nam. Nowaday, HSBC

widely availiable in Viet

Nam. In somewhere like

Ha Noi, Da Nang

HSBC opened more

branch and ATM

1, Email:[email protected]

Save the Children is the

charity should have regular

updates to the opinions of

people more complete.

email is the best and

fastest way to keep

confidential all

information sent to

2, Address: 2000 L Street

NW, Suite 500

Washington, DC 20036

Address clearly helps

people find easy to

contribute and find out.

moreover where the

headquarters are located in

the center of the world,

confirmed the

professionalism,

transparency
http://www.hsbc.com.vn/http://www.hsbc.com.vn/mailto:[email protected]:[email protected]://www.hsbc.com.vn/

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machine for customer

trasaction.

information from all

over the country. in

order to shorten the time

and improve efficiency

Criticisms of public sector:

Electric system irrationality: The blackout in 22 southern provinces on 05/22/2013 has

caused a stir. Reason is a truck crane crashed into the north-south electricity lines.

Millions of people are affected, the offices and factories in the South was forced to close

and traffic lights signal loss, caused chaos

Electricity prices: from 22/12, the average electricity price will increase by 5%, from

1,369 VND / kWh to 1,437 VND / kWh. This is the 2nd time electricity prices in 2012,

after rising on 1/7/2012.

Despite trying very hard but still having difficulties EVN electricity shortages in the dryseason, where so many suffer frequent power cuts. special area Ho Chi Minh city always

facing the 220kV line overload and liberation from 500kV capacity.

Conclusion: through this HSBC can know that marketing with each bank very important, so

HSBC should care and develop marketing.

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2.4 Explain the key issues in marketing in a selected virtual organization (HSBC Bank)

2.4.1 What is virtual organization?

One that does not have a physical (bricks and mortar) presence but exists electronically

(virtually) on the internet, is not constrained by the legal definition of a company, or is

formed in an informal manner as an alliance of independent legal entities.

(businessdictionary, n.d)

2.4.2 Key issues

Internet: HSBC Bank has some products and services which used by internet. For

example:Internet banking, Mobile banking, Email Internet is a useful tool to connect

the company to customers with many benefits such as: for customers: save time, more

convenience, they can check their account or send their feedback from everywhere have

internet; for HSBC Bank: they can close to the customers, get more customers.

Software: HSBC banks website has software to customers can find the services/

information easily.

Distribution: HSBC Bank has wide network in big cities in Vietnam as Hanoi, Ho Chi

Minh, Da Nang, so customers can use any utilities of HSBCs internet banking

anywhere with an internet connection device.

2.4.3 E-marketing mix

Product:There are some e-products: automated telephone banking, mobile banking

especially Internet banking and ATM network are become popular. People tend to too

busy at work and many things in life, they do not have enough time so internet banking

is exactly what they need and want. By the internet, customers do not have to go to

HSBC bank but they still can manage their account bank.

Place:Customers can use internet banking everywhere in Vietnam with a computer or

mobile has internet. Additionally, there is many HSBCs ATM network in big cities in

Vietnam such as: Hanoi, HaiPhong, Can Tho, Da Nang, Ho Chi Minh ATM machine

are usually placed in front of a large building/ company as Parkson, Vincom center,

BigC Long Bienmake more convenience for customers.

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Price:HSBC bank has been discount up to 50% on fees when transferring online with

Internet banking. It means that the transaction online fee inside Vietnam is 0.033%

(33,000~330,000VND) and outside is 0.11% (220,000~1,100,000VND).

For HSBC debit card in Vietnam, the fee for HSBC ATMs and Techcombank ATMs is

free and for VISA/PLUS network is 20,000VND/transaction. (HSBC, 2004)

Promotion:HSBC bank usually advertise theirwebsite on reputable and famoussites,

such as Facebook, Kenh14.vn, dantri.com this way attract a lots customers.

Additionally, they have discount as Save 50% on fees when transferring online; they

also have new security device for internet banking, which will help customers feel

more safety and comfortable. (HSBC, 2004)

2.4.4 Buying and selling online

Transaction system: customers can create an account to use HSBC internet banking.

Processing: After complete the transaction, customers will receive an email to notice that

successful transaction and see again what they did.

Allowing customers to check the account and all transactions online

2.4.5 Enhance online shopping experiences

Put the logo or link of website on where customers go, such as: Facebook, Youtube Having software to customers find the products/ services/ information easily

Having profile of company to get trust from customers

HSBC bank has been awarded Best Consumer Internet Bank in Vietnam 2009, 2010 by

Global Finance and Best Corporate Internet Bank in Vietnam 2011 by the Global

Finance (HSBC, n.d.)

2.4.6 Benefits, cost, risk for production and online purchasing

2.4.6a. Benefits

For customer:

Saving time: Customers do not take time to go to the bank but still can

check their accounts and transaction history anytime, anywhere

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2.4.7 Email marketing

Permission marketing: When customerregistrant account/ email, the site will ask them to

receive mail notification of new products, promotional information or not. It helps

customers feel respected and happy. It without the permission of the client, the site still

send mail automatically, it will make customers feel inconvenience, discomfort get

loss customers.

E-personalization: Make the customers feel more closely when log in account in HSBC

website with a greeting sentence: Dear [name] or Hello [name]

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4.1. Explain some of the current issues of ethical and social concern to marketers in HSBC

4.1.1. Definition of ethical issues

Ethical issues is pertaining to or dealing with morals or the principles of morality;

ethical is pertaining to right and wrong in conduct, involving or expressing moral

approval, in accordance with principles of conduct that are considered correct,

especially those of a given profession or group. (Ask, 1970)

4.1.2. Some current issues ethical and social of HSBC

4.1.2a. Bribery

BBC quoted a report from the U.S. Senate, which said that HSBC branch in

this country (HSBC America) has received $ 7 billion by the HSBC branch in

Mexico (HSMX) switch in fiscal year 2007-2008. This figure more than any

branch moved to HSBC America. Accordingly, a large amount of money on

the profits derived from illicit drug trafficking by that. (Thanhnien, 2013)

4.1.2b. Money laundering

HSBC Financial Times said the punishment could be $ 1 billion when the U.S.

government embarked on investigation of the flaw in anti-money laundering

operations here. HSBC is accused of violating banking confidentiality laws and

a number of other anti-money laundering laws on a large scale since 2005.

According to allegations, HSBC was not tightly controlled trading hundreds of

billions of dollars could be related to drug trafficking, terrorism and other

criminal activities. (Vnexpress, 2012)

4.1.2c. Support weapon industry

HSBC America is said to be in relationship with Iran and secretly conducted

more than 28,000 suspicious transactions in 2001-2007. Total transactions with

a value of up to U.S. $ 19.7 billion and largely related to Iran. In addition, two

of the HSBC branches in Europe and the Middle East are constantly changing

information to conceal transactions involving Iran. More seriously, this is the

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group financial allegedly abetting Al Rajhi Bank in Saudi Arabia. Despite

repeatedly denying Al Rajhi, but still allegedly involved in the financial

support for Al-Qaeda forces. (Thanhnien, 2013)

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4.2. Explain the concept of CSR with reference to a particular organization

4.2.1Definition of CSR

Corporate initiative to assess and take responsibility for the company's effects on the

environment and impact on social welfare. The term generally applies to company efforts that go

beyond what may be required by regulators or environmental protection groups.

Corporate social responsibility may also be referred to as "corporate citizenship" and can involve

incurring short-term costs that do not provide an immediate financial benefit to the company, but

instead promote positive social and environmental change.

(Investopedia, n.d.)

4.2.2Role of CSR

Enhance the competitive advantage of the business

Increasing market share

Increasing attractiveness for customers

Strengthening brand position in society

4.2.3

CSR levels

There are 3 levels of CSR:

Social ObligationMeet minimum regulations, do what is required by law, no more

Social ResponsibilityGo beyond what is required by law, mitigate negative effects

Social ResponsivenessProactive approach, promote positive change

CSR concept Ideas Application

Social

Obligation

No.38/2005/QH11:

The Education Law

(Moet, 2006)

HSBC Bank creates skill training courses for

employees to increase their knowledge and skill

No. 52/2005/QH11:

Environmental

In company, there are always have recycle bins

where easy to see to protect environment

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protection (Moj,

2005)

Do not have number:

Labor law(Moj,

1994)

All employees in HSBC bank are over 18 years old

Periodic health check for employees

Social

Responsibility

Education HSBC supported the "Exchange day for excellent

students in District 1", which has been held

successfully at Luong The Vinh high school on 16

April 2011 (HSBC, 2011)

Environment World Environment Day: HSBC bank not only

followed Group directives by switching off

computer monitors not in use, particularly at

lunchtime, but also asked staff to consume less

plastic, print on both sides, exploring green

transportation like walking, bicycling, busing, and

sharing transportation to work. Almost all of staff,

92%, supported the initiative (HSBC, 2010)

Charity activities HSBC has been a gold sponsor for the "Fun Run",

organised by the British Business Group Vietnam(BBGV), for 11 years in a row since its inception in

1999. Proceeds from the Fun Run are donated to

underprivileged children and children's charity

organisations in and around Ho Chi Minh City. 400

HSBC staff participated alongside customers,

relatives and friends in the 2010 Run. (HSBC,

2010)

Social

Responsiveness

Education Future First is HSBC Global Education Trust's

five-year programme (2007-2012) to help provide

education, livelihood training and rehabilitation for

street children, orphans and children in care around

the world. HSBC Vietnam coordinates with in-

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country non-governmental organisations (NGOs) to

look for projects that will most benefit these children

in Vietnam. (HSBC, n.d.)

Social environment

Tree Planting Project: HSBC Vietnam has

entered the partnership with Cat Tien National

Park to begin a long-term reforestation project.

Over three years since 2010, the Bank will

contribute nearly VND 900 million towards the

planting of a total of 10,000 trees in an area of

land covering 22.5 hectares. 300 HSBC staff

members will participate in three field trips every

year to implement the project (HSBC, 2010)

HSBC bank also awarded The Best

Environmental Excellence Award, AusCham for

three consecutive years: 2008-2010

(HSBC, n.d.)

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business. This policy shall

also outline the Bank's

commitment to promote a fair

and transparent dealing in all

matters relating to loans and

advances and related services.

vision and

professionalism. In

addition to that get

customer loyalty

HSBC Model Policy on Bank

Deposits: The document

recognizes the rights of

depositors and aims at

dissemination of information

with regard to various aspects

of acceptance of deposits

from the members of the

public, conduct and

operations of various deposits

accounts, payment of interest

on various deposit accounts,

closure of deposit accounts,

method of disposal of deposits

of deceased depositors, etc.

Based CBI market

survey to know the form

of deposits with HSBC.

CBI will provide

assessment, if CBI

underestimates the

amount of money in

HSBC customers will

decrease. However,

facing the CBI will learn

assessment techniques

to get the most fair

assessment

To customer know

about preferences with

the amount sent,

remittance form HSBC

should be clear. To

customer track

amenities funds

invested in banks,

HSBC should be

notified monthly,

quarterly. To customers

feel satisfied HSBC

should work quickly,

effectively reduces

Ethical Policy for Settlement of

Claims for deceased

depositors: a detailed

deceased depositors & safe

deposit locker policy

guidelines have been

formulated and will replace

the existing policy guidelines

on settlement in case of

CBI will see the report

on the case of deceased

depositors. HSBC view

approach, which

recognized the

importance of ethics

HSBC. HSBC can do a

good job if this will gain

the trust of the CBI and

HSBC to implement

this policy, customers

are suffering at HSBC

sadness to make them

feel rest assured.

Deposit of the deceased

must be secured and

brought back to the

house. through the

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deceased depositors. This

policy aims at removing

hardships faced in settlement

of claims of deceased

depositors & safe deposit

locker hirers. It also aims at

creating awareness amongst

account holders about the

advantages of availing

nomination facility.

customers. implementation of this

policy will HSBC be

great reputation with

customers

Grievance redressal Policy:

Customer complaints

constitute an important voice

of customer, and this policy

details complaint handling

through a structured grievance

redressal framework.

Complaint redressal is

supported by a review

mechanism, to minimize the

recurrence of similar issues in

future

Banks also have the

unintended error; CBI

will look into how to

handle complaints

HSBC to HSBC

assessment services.

Besides CBI track error

which was thoroughly

overcome or not

Based on customer

complaints, HSBC will

more complete

apparatus bank.

However, the

complaints process to

quickly, effectively

making customers

happy and do not take

time

HSBCs Model Policy on

Collection of Dues and

Repossession of Security: The

debt collection policy of the

bank is built around dignity

and respect to customers.

Bank will not follow policies

that are unduly coercive in

CBI survey approach

HSBC debt, assess

professional of HSBC

For the term of the loan,

HSBC withdraw money

based on respect for our

customers, persuade

customers to repay.

Limited use coercive

measures. This helps

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collection of dues. The policy

is built on courtesy, fair

treatment and persuasion. The

bank believes in following

fair practices with regard to

collection of dues and

repossession of security and

thereby fostering customer

confidence and long-term

relationship.

get HSBC ethical image

4.3.3: Methods CBI use

Keeping members at the cutting edge of business and political intelligence. Their political access and breadth

of membership leaves us uniquely placed to provide members with timely business and political

intelligence including:

Market leading economic surveys and forecasts

Influential thought leadership research reports

Strategic insight to help guide business decision-making through our Intelligence First

offering

Personalised email updates from our senior team

Methods use Advantages

Internet

Email

Website

([email protected])This is the official email CBI, CBI public their

email to receive everyone's comments. through the email CBI can

investigate more about the current economic situation. Besides

discovered a some problems to overcome

(http://www.cbi.org.uk) this is the official website of the CBI, over here
mailto:[email protected]://www.cbi.org.uk/http://www.cbi.org.uk/http://www.cbi.org.uk/http://www.cbi.org.uk/mailto:[email protected]

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people can better understand the organization. Who they are and what

they do. All the necessary information are sorted easy to find, easy to

understand. website is beautifully decorated, professional, friendly

Mass media

Television

Newspaper

Through TV they can quickly grasp the situation of the world

economy. not only that but also TV can take pictures with everyone

CBI to closer

Economic inquiries through the newspaper to better assess

Petitions Through the feedback of others, CBI knows the limitations. Thereby

investigating the cause and provide a solution. because of complained

that the CBI may be more complete

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