Strategic value crafting for product and service focus at Mutual Trust Bank PLC

Abstract

The report is a demonstration of MTB’s strategic value crafting for its products and service offerings. The report shows in detailed discussion on MTB’s core operations in general banking area starting from account management to customer service and record keeping. It also incorporates MTB’s credit and loan department operations analyzing loan origination and sanction procedures as well as monitoring and documenting the loan agreements. MTB’s operations and IT department activities, management practices including leadership style and human resource planning and marketing practices have been shown with detailed breakdown in the report. A porter’s five analysis and SWOT analysis are also shown on MTB to portray MTB’s competitive market position. The report identifies some crucial problems regarding MTB’s rapid digitalization, its prompt diversification along with meeting up the emerging customer demands, customer satisfaction rate while analyzing regulatory compliance of MTB and how it is moving towards higher profit goals. To analyze these problems, several literatures have been reviewed to compare MTB’s performance. Then data collected on MTB’s daily operations and target fulfillment through document analysis via direct participatory observation and informal interviews from customers and employees. A quantitative analysis has been shown on MTB’s profitability ratio, valuation ratio, liquidity ratio, consolidated cash position, solo cash position including foreign currency, MTB’s composition of cash in hand, its balance with Bangladesh Bank and agent banks, its customer usage performance, MTB’s customer retention and success rate etc. Furthermore, an in-detailed qualitative analysis has been done on MTB’s diverse product and service offerings analyzing their key features and performances. A new addition in MTB’s digital sector “MTB Neo” has also been discussed with the app’s features and potential performance. Lastly, recommendations are provided for MTB’s future service and working environment improvement.