HDFC BANK : FROM VALUES TO ACTION How HDFC made the mission and vision or the goals of the company practical

1. FROM
VALUES TO
ACTION
 Institutionalised a set of practices to live by values
and principles of founder.
 Not only earning profits but also providing valuable
services to the society
 Customer service
 Learning by doing philosophy
 Strong teamwork within departments
 Smooth and effective communication between
employees
 Rules and regulations

2. GOALS
 Develop close relationships with individual
households and meet their needs efficiently
 Image of premier hosing finance institution and
spread internationally
 Nurture innovative spirit among employees
 High degree of professional integrity
 High returns to share holders
 Growth through diversification- A financial
supermarket

3. REGULATORY
RELATIONS
 Strong relationship with government agencies
helped in achieve regulatory success
 Commercial bank required to lend 1.5 % to housing
finance
 Long term foreign currency loans from US, World
bank
 Private sector into insurance sector

4. SHAREHOLDER
RELATIONS
 130,000 share holders
 Internal goal- minimum 20% return on equity
 Focus on productivity and performance
 Outsourcing of non-value adding functions

5. CUSTOMER
RELATIONS
 Relating to Customer- key to mission
 Every employee is trained o handle customers
 How do you guide the process of an interview
 How do you manage the communication process
 How do you manage the difficult customers
 General attitude towards service was created by
senior management and
 Servicing technique through training sessions