Annual Report 2012 - National Savings Bank

More documents

Recommendations

Info

168BRANCHING OUT INTO NEW VENTURESSUSTAINABILITY REVIEWRs.1 Million towards the BuddhaRashmi Vesak celebrations, organisedby the President’s Ofce at theHunupitiya Gangarama Temple.This national unity philosophy wasfurther extended when NSB extendeda sponsorship of Rs.100,000 towards afund established by the Sama Viharayawhich aims to instigate projects aimedtowards cultural unity and communitydevelopment.CUSTOMERS – OUR PARTNERSBeing a savings bank that remainsvery cognizant of its responsibility ofinculcating the savings culture amongthe people of Sri Lanka, our customershave truly been the tangible exampleof our success. With a customer baseof 17.4 Millions comprising all socialstrata, multiple demographics, cultural,religious and ethnic backgrounds, ourcustomers have embraced the NationalSavings Bank as a lifelong partner. We,in turn, must be conscious and sensitiveto this loyalty and condence and have,in our very long history, ensured thatour products reect our customers’“...we make sure thatall our product andservice brochures are inavailable in all threelanguages of Sinhala,Tamil and English.”aspirations. We have developed productsthat give them the impetus to grow;to nurture their lifestyles; to ventureinto entrepreneurship and to improvetheir accomplishments. We have addedcustomer service excellence into thevery core of our customer interactionsand thus, what you see today is a Bankthat not only thrives on being thesavings partner for Sri Lankans, but alsoone that is exible, efcient, responsiveand very proactive.Our extensive product portfolio hasample examples of the customer ethoswe espouse, from infants, to youngpeople, to senior citizens; to migrantworkers and women; from housingloans, auto loans, agricultural loansto project loans; to infusing IT intothe very heart of the banking process,our products, coupled with exemplaryservice is the key to our success.NSB 24/7 Call Center enablescustomers to contact us more easily,have quicker replies to their queries,gain valuable feedback and be used as amarketing tool to give more informationof our products and services to callers.Please refer to page 257 for informationof our products and services.PRODUCT RESPONSIBILITYPERFORMANCE INDICATORSNSB conforms to all relevantregulations with regards to the provisionof products and services to customersand also follows high ethical standardsin ensuring that customers get themaximum benets of our productsand services. We do not resort tounethical advertising and/or marketingpractices, and we ensure customers arewell informed about our products andservices at the point of transaction. Tofurther enhance our ability to meet ourNATIONAL SAVINGS BANK . ANNUAL REPORT 2012
169BRANCHING OUT INTO NEW VENTURESSUSTAINABILITY REVIEWcustomer expectations, we conductsurveys and research on customerbehaviour and customer opinions. Thisinformation is used to improve ourproducts and services.Product and Service LabellingWith the view of ensuring that all SriLankan citizens, regardless of ethnicgroup, are able fully understand andaccess our products and services wemake sure that all our product andservice brochures are in available in allthree languages of Sinhala, Tamil andEnglish. This includes information onproducts, interest rates, maturity periodand contact details.ComplianceThe Bank did not face any instancesof incidents of non-compliance withregulations and voluntary codesconcerning product and serviceinformation and labelling.Practices on CustomerSatisfactionThe Bank conducted surveys on customersatisfaction, customer behaviour andproduct awareness during the year.During the year we conducted aCustomer Satisfaction Survey ascustomer satisfaction is an importantindicator of how a customer feelsabout our Bank and an interpreter ofwork behaviour, such as organisationalcitizenship. Therefore, a customersatisfaction survey was carried out toidentify the level of customer satisfactionwith NSB service. This information willbe used to improve our customer services.The Research Division carried out anexternal Product Awareness research toidentify the level of awareness of NSBproducts among people. The survey wasconducted at the Maharagama YouthCenter, by targeting the seminar heldfor grade ve students on 16th August2012. A customer behaviour study wasconducted which examined the reasonsfor customers withdraw their savingsfrom savings accounts. The study wasconducted at selected branches, duringthe months of August and September.The objective was to reduce savingsextractions by understanding thereasons for withdrawing savings. Aproduct analyses was conducted tomeasure NSB’s product performances.This information will be used to furtherenhance the quality of our productsand services.Other initiatives aimed at customersatisfaction included a study on NSBAccounts Circulation, the Win WinThegi Warusa Campaign, the HapanDeposit Expansion and the NSBAurudu Wasana programmes. Studieswere also done on the performance ofHapan, the children’s savings accountand Sthree, the savings accounttargeting women. A situation reportwas developed on the Hapan accounts.Marketing CommunicationsNSB applies ethical Banking conceptsin all marketing communications andthe following information is alwayspresented in all English, Sinhala andTamil advertisements:NATIONAL SAVINGS BANK . ANNUAL REPORT 2012
Page 1:
ROOTEDANNUAL REPORT 2012
Page 5 and 6:
ROOTEDNATIONAL SAVINGS BANK l ANNUA
Page 7 and 8:
5MISSIONProviding our customers wit
Page 9 and 10:
7ROOTEDFor over 40 years, the Natio
Page 11 and 12:
92000Establishment of subsidiary co
Page 13 and 14:
11HOW WE PERFORMED IN 2012FINANCIAL
Page 15 and 16:
13CHAPTER 1FIRMLY ANCHOREDSTRATEGY
Page 17 and 18:
15A MESSAGE FROM MR SUNIL S. SIRISE
Page 19 and 20:
17A MESSAGE FROM MR SUNIL S. SIRISE
Page 21 and 22:
19A REVIEW BYMR. HENNAYAKE BANDARAG
Page 23 and 24:
21A REVIEW BY MR HENNAYAKE BANDARAG
Page 25 and 26:
23A REVIEW BY MR HENNAYAKE BANDARAG
Page 27 and 28:
25CHAPTER 2HOW WE PERFORMED IN 2012
Page 29 and 30:
Page 31 and 32:
Page 33 and 34:
Page 35 and 36:
33HOW WE PERFORMED IN 2012ECONOMIC
Page 37 and 38:
35HOW WE PERFORMED IN 2012ECONOMIC
Page 39 and 40:
37HOW WE PERFORMED IN 2012ACHIEVEME
Page 41 and 42:
39HOW WE PERFORMED IN 2012OPERATION
Page 43 and 44:
Page 45 and 46:
Page 47 and 48:
Page 49 and 50:
Page 51 and 52:
Page 53 and 54:
51HOW WE PERFORMED IN 2012FUTURE PL
Page 55 and 56:
53CHAPTER 3ROOTED IN OUR HERITAGEGO
Page 57 and 58:
55ROOTED IN OUR HERITAGEGOVERNANCE
Page 59 and 60:
Page 61 and 62:
Page 63 and 64:
Page 65 and 66:
Page 67 and 68:
Page 69 and 70:
Page 71 and 72:
Page 73 and 74:
Page 75 and 76:
Page 77 and 78:
Page 79 and 80:
Page 81 and 82:
Page 83 and 84:
Page 85 and 86:
Page 87 and 88:
85ROOTED IN OUR HERITAGEBOARD OF DI
Page 89 and 90:
87ROOTED IN OUR HERITAGEBOARD OF DI
Page 91 and 92:
89ROOTED IN OUR HERITAGEGENERAL MAN
Page 93 and 94:
91ROOTED IN OUR HERITAGECORPORATE M
Page 95 and 96:
93ROOTED IN OUR HERITAGEEXECUTIVE M
Page 97 and 98:
95ROOTED IN OUR HERITAGEREPORT OF T
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
101ROOTED IN OUR HERITAGEREPORT OF
Page 105 and 106:
103CHAPTER 4ASSESSING AND MANAGING
Page 107 and 108:
105ASSESSING AND MANAGING OUR RISK
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120: 117ASSESSING AND MANAGING OUR RISK
Page 139 and 140: 137CHAPTER 5BRANCHING OUT INTO NEW
Page 141 and 142: 139BRANCHING OUT INTO NEW VENTURESS
Page 169: 167BRANCHING OUT INTO NEW VENTURESS
Page 175 and 176: 173BRANCHING OUT INTO NEW VENTURESG
Page 185 and 186: 183CHAPTER 6THE RESULTS OF A CHALLE
Page 187 and 188: 185THE RESULTS OF A CHALLENGING YEA
Page 221 and 222:
219THE RESULTS OF A CHALLENGING YEA
Page 223 and 224:
Page 225 and 226:
Page 227 and 228:
Page 229 and 230:
Page 231 and 232:
Page 233 and 234:
Page 235 and 236:
Page 237 and 238:
Page 239 and 240:
Page 241 and 242:
Page 243 and 244:
Page 245 and 246:
Page 247 and 248:
Page 249 and 250:
Page 251 and 252:
Page 253 and 254:
251CHAPTER 7ANNEXURESNATIONAL SAVIN
Page 255 and 256:
253STATEMENT OF FINANCIAL POSITION
Page 257 and 258:
255TEN YEARS AT A GLANCE(Rs Mn)Year
Page 259 and 260:
257OUR PRODUCTS AND SERVICESSAVINGS
Page 261 and 262:
259OUR PRODUCTS AND SERVICES19. Ran
Page 263 and 264:
261OUR PRODUCTS AND SERVICESOUR EXT
Page 265 and 266:
263BRANCH NETWORKCentral Province1.
Page 267 and 268:
265CORRESPONDENT BANKSCiti Bank NA,
Page 269 and 270:
267EXCHANGE COMPANIESHabib Qatar In
Page 271 and 272:
269GLOSSARYCredit RatingsAn evaluat
Page 273 and 274:
271GLOSSARYReturn on Average Assets
Page 275:
273CORPORATE INFORMATIONCOMPLIANCE
show all

Annual Report 2012 - National Savings Bank

Create successful ePaper yourself

Delete template?

Save as template?