BANKING SERVICES OPERATIONS

Paper Code: 
24MFM322
Credits: 
4
Contact Hours: 
60.00
Max. Marks: 
100.00
Objective: 

This course will enable the students to get an insight about Banking services and operations.

 

Course Outcomes: 

Course

Learning outcome

(at course level)

Learning and teaching strategies

Assessment Strategies

Course Code

Course

title

 

24MFM322

Banking Services Operations (Theory)

 CO 319: Analyze the functions of banks, evaluate banking operations, and assess service design and delivery strategies

CO320: Analyze role of technology in banking and           explore Security Considerations in e-Banking

CO321: Analyze core service quality factors and evaluate Six Sigma's role in enhancing banking service delivery and productivity.

 

CO330: Analyze risk management processes in banks, evaluate different types of risks, and assess the impact of the Basel II framework on banking.

 

CO331: Analyze risk management strategies

CO332: Contribute effectively in course-specific interaction

Approach in teaching:

Interactive Lectures, Group Discussion, Tutorials, Case Study

Learning activities for the students:

Self-learning assignments,

presentations

Class test, Semester end examinations, Quiz, Assignments, Presentation

 

12.00
Unit I: 
Introduction to Banking and Banking Operations

·       Introduction

Evolution and Structure of Banking industry, Types of Banks, Role and Functions of Commercial Banks, Banking Operations-Introduction, The Changing Nature of Banking Operations, Importance of Customer Relationship Management in Banks, Role of Technology in Banking Operations.
 

Services Design and Delivery Strategies in Banks: Products and Services Offered by Banks, Response of Banks with Newer Services and Delivery Mechanisms & Delivery Strategies in a Bank, Implications of Service Intangibility.

12.00
Unit II: 
Introduction to Electronic Banking

Introduction to Electronic Banking:

·       Introduction: Role of Technology, Significance of Computerization in Banks, Finance Portals for the Banking Industry, Multi-channel Operations (Remote Banking), The Regulatory Framework. e-Banking: An Introduction, e-Banking in India, Internet Banking Strategy, Risks in e-Banking, Customer Relationship through Portals.
 

Security Considerations in e-Banking: The Need for Security, Sources and Types of Risks, Causes of Risks, Control Measures at System Level and Network Level, Disaster Recovery and Contingency Plans, Legal Aspects and Framework, Security Policy.

12.00
Unit III: 
Service Quality Metrics

·       Service Quality: Core Factors, Customer Relationship Management, Technical Quality and Functional Quality, Role and Process Capability for Managing Services, Managing Service Delivery, ISO 9000 Certification in Banking Services Improving Quality and Productivity: Banking Services: Technical Quality and Functional Quality, Customers’ Perception of Banking Service Quality, Devising Quantitative Determinants, Non-Quantitative Determinants,
 

Quality by Design: Formulating a Suitable Standard, Quality Assurance, Managing Service Delivery, Improving Productivity and Performance, Importance of Six Sigma to Banks, Six Sigma in Banks, Steps for Improving Quality of Service.

12.00
Unit IV: 
Risk Management in Banks

·       Introduction to Risk Management: Basic Purpose of Risk Management in Banks, The Process of Risk Management, Different Types of Risks in Banks, Overview of Enterprise-wide Risk Management in Banks
 

The New Basel Accord-Implication for Banks: An Overview, Basel II Framework, The Three Pillar Architecture, Organizations Affected by Basel II, Impact of Basel II.

12.00
Unit V: 
Risk Management Strategies

·       Strategies-Operational Risk Management Strategies at Banks, Financial Risk Management Strategies, Systemic Risk Management Strategies, Risk Limitation, Management of IT Implementation risks.
 

Operational Risk Management: Operational Risk and its Evolution, Major Sources of Operational Risk in Banks, Measurement of Operational Risk, Management of Operational.

*Case studies related to entire topics are to be taught.

 

Essential Readings: 
  • Banking Theory Law and Practice, Sundaram / Varshney. Sultan Chand and Sons Publisher – latest edition
  • Peter S Rose and Sylvia C. Hudgins, Bank Management & Financial Services, Tata McGraw Hill Education,8th Edition

 

References: 

Suggested Readings:

  • Banking Services Operations, ICFAI
  • P.N. Varshney, Indian Financial System & Commercial Banking, Sultan Chand & Sons, 2009.
  • Indian Institute of Banking & Finance, Rural Banking Operations, Taxmann
  • Vasant Desai, “Indian Financial System”, Himalayan Publication
  • Managing Indian Banks: Challenging Ahead,Joshi, Vasant C / Joshi, Vinay V. Sage, 3rd e Publications - 2009
  • Banking Law and Practice in India, Jannon, M.L Students Edition - 2007
  • General Bank Management, IIBF – Macmillan
  • Sinha, S.L.N., “Development Banking in India”, (Madras: Institute of Financial Management and Research, 1976).
  • Khan and Jain, “Financial Services,” 2nd ed. Tata McGraw Hill, 2004.

E Resources:

Journals:

 

Academic Year: 
2024-2025
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