Habib Bank Limited

1 INTRODUCTION OF HBL

HBL was the first commercial bank to be established in Pakistan in 1947.

Key areas of operations encompass product offerings and services in Retail and

Consumer Banking. HBL has the largest Corporate Banking portfolio in the country with

an active Investment Banking arm. SME and Agriculture lending programs and banking

services are offered in urban and rural centers. HBL is currently rated AA (Long term)

and A-1+ (Short term) and has a balance sheet size of over USD 11 billion. It is the first

Pakistani bank to raise Tier II Capital from external sources.

1.1. Brief History of HBL

HBL at its present state has a long and rich history of deeds and sacrifices. All this has

been possible on the account of sustained efforts. On 25th of August 1941, Habib Bank

inaugurated its operations with the bank’s first branch in Bombay. In 1947 Karachi saw

its first commercial bank of the newly formed Islamic Republic of Pakistan, when the

bank shifted its head office there. Throughout the decades, HBL has held the mantle of a

dynamic leader, by adding value to the lives of its customers. With a domestic market

share of over 40%, HBL was nationalized in 1974 and it continued to dominate the

commercial banking sector with a major market share in inward foreign remittances

(55%) and loans to small industries, traders and farmers. On June 13, 2002 Pakistan's

Privatization Commission announced that the Government of Pakistan had formally

granted the Aga Khan Fund for Economic Development (AKFED) rights to 51% of the

shareholding in HBL, against an investment of PKR 22.409 billion (USD 389 million).

On February 26, 2004, management control was handed over to AKFED. The Board of

Directors was reconstituted to have four AKFED nominees, including the Chairman and

the President/CEO and three Government of Pakistan nominees.

It was HBL that introduced products such as Credit Cards, ATMs, Travelers Cheques,

etc., to the Pakistani market. We at Habib Bank cater to the needs of millions with our

quality products & services. Today, Habib Bank is truly the bank of the people, providing

its customers convenience and satisfaction all over the world. Habib Bank Plaza, the

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Habib Bank Limited

tallest building in Pakistan, is the proud symbol of HBL’s leadership in Pakistan’s

corporate arena.

1.2 OBJECTIVES OF HBL

Following are some of the main objectives of HBL.

To earn profit for the Bank itself and maximize its shareholder’s value.

To provide solutions for multiple requirements of clients of diverse

financial nature.

To manage with the changing trends of the modern day financial market.

To be a diversified bank by offering all basic consumer services along with

specialized services

Honest and ethical conduct, including ethical handling of actual or apparent

conflicts of interest between personal and professional relationship.

To provide employment opportunities to people.

To help in development and industrialization of the country.

1.2.1 CORE VALUES OF HBL

HBL is firmly grounded with a corporate philosophy that incorporates five solid values

which each individual associated with the bank abides by.

Excellence

This is at the core of everything they do. The markets in which they operate are becoming

increasingly competitive, giving their customers an abundance of choice. Only through

being the very best - in terms of the service they offer, their products and premises - can

they hope to be successful and grow.

Integrity

For them, integrity means a synergic approach towards abiding their core values. United

with the force of shared values and integrity, they form a network of a well-integrated

team.

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Habib Bank Limited

Meritocracy

At every level, from selection to advancement, they have designed a consistent system of

human resource practices, based on objective criteria throughout all the layers of the

organization. HBL is therefore, able to achieve a specific level of performance at every

layer of the organization.

Customer Focus

They understand fully the needs of their customers and adapt their products and services

to meet these. They always strive to put the satisfaction of their customers first.

Progressiveness

They believe in the advancement of society through the adoption of enlightened working

practices, innovative new products and processes, and a spirit of enterprise.

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Habib Bank Limited

1.3 ORGANIZATION STRUCTURE

Any organization needs a structure, which provides a framework for successful

operations. The operation of an organization involves a number of activities, which are

related to decision-making, and communication of these decisions. These activities must

be well coordinated so that the goals of the organization are achieved successfully.

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CHAIRMAN

BOARD OF DIRECTORS

PRESIDENT

COUNTRY HEADS

AREA HEADS(GENERAL MANAGERS)

BRANCHES MANAGERS

Habib Bank Limited

A chart defines the line of authority in an organization and its departmentation. It is a sort

of visual presentation of the organizational structure. It specifies the duties and

responsibilities of the personnel of the organization.

At present the Bank operates through one central and 23 Regional Offices and 1439

branches, all over Pakistan. The president and Executives Committee look after the

affairs of the Bank. Each Regional Head Quarter is headed by a Chief Executive and

assisted by General Manager Operations and General Manager Support Services. The

Regional Head Quarter controls the branches in their area. Overseas operations consist of

65 main branches, two affiliates, two representative offices and two subsidiaries.

President, from Head Office at Karachi controls the officers of the Bank with the help of

the senior management. Functional responsibilities of the Banks are broken into seven

groups known as 1) International Operations Group2) Corporate Banking and Treasury

Investment Group3) Retail Banking and Operation Group 4) Finance, Audit and

Administration Group5) Assets Remedial Management Group6) Credit Policy Group7)

Corporate Bank, Financial Institutions and Project Finance

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Habib Bank Limited

1.4 Products/ Services:

1.4.1 Individual customers:

HBL caters to all market segments, offering products that are as diverse as the people we

service. We remain resolute in our commitment to provide products that are competitive

and services that are exemplary. Whether establishing a new venture or expanding an

existing business, our team understands your banking needs and works closely with you

to realize your goals. HBL provides the following products and services to meet its

individual customer requirements:

Term Accounts:

Offered in a variety of tenors with deposits as low as Rs. 10,000.

Current Accounts:

Our Current Accounts offer features that meet your daily banking needs.

Saving Accounts:

HBL’s Saving Accounts cater to individual saving habits.

Foreign Currency Accounts:

Offered in multiple currencies with interest paid on a quarterly basis.

Banc Assurance:

HBL and New Jubilee Life Insurance Company Limited (NJLI) introduce Amaan

(Retirement Plan) and Tabeer (Child Education & Marriage). These products have been

designed keeping HBL’s customer base as the focus and will provide life insurance along

with an investment option.

Amaan - Retirement Plan:

A pension plan that offers attractive investment returns.

Tabeer – Children Education:

An insurance plan that enables parents to cover education and marriage costs. 

Debit Card:

HBL Visa Debit Card allows you to pay for your purchases directly from your bank

account. You don’t have to carry cash and your monthly statement provides you with a

complete record of all your transactions so you can manage your expenses with ease.

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Habib Bank Limited

Features:

No Interest

Ease & Security

No Liability

International Recognition& Acceptability

Spending Limits

Free Account Statement

24 hour Customer Service

Global Customer Assistance Service

Phone Banking:

Your bank is just a phone call away. You can now call HBL PhoneBanking and save a

trip to the branch. Your query will be resolved in a single telephone call from anywhere

and at anytime

1.4.2 Business Customers:

HBL offers a wide range of products and services for its business customers. They are as

follows:

Corporate banking:

HBL Corporate Banking Group comprises a seasoned team of Relationship Managers

(RMs) to meet the demanding service standards of large corporations. A long history of

financing and nurturing relationships in Pakistan has given HBL a unique insight,

enabling us to provide timely and effective financial solutions for our customers to meet

the growing challenges of a global economy.

If you are a corporate customer, with a turnover of at least PKR 300 million, we have a

range of solutions designed to help you with your banking needs. Our RMs has the

expertise you need to create tailored financial solutions catering to the specific

requirements of your business. Whether establishing a new venture or expanding an

existing business, our team understands your banking needs and works closely with you

to realize your goals.

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Habib Bank Limited

Commercial Banking:

HBL’s Commercial Banking Group targets medium sized companies with a turnover of

at least PKR 50 million. Our business units are located in Karachi, Lahore, Faisalabad,

Sialkot, Gujranwala and Peshawar. Each unit is dedicated to service business clusters

located within these cities.

We have the ability and the resources to meet the needs of your business with our pro-

active, responsive and experienced Relationship Managers who are committed to

understanding your business.We cater to the needs of a broad spectrum of clients. To do

this, the business-banking group is segregated by the size of the customer. For customers

with an annual turnover between PKR 50 million to PKR 300 million, our Commercial

Banking group provides a wide range of products that meet specific customer needs.

Features:

We offer financing for the following:

Working Capital

Procurement of Inventory

Receivables

Procurement of Machinery

Expansion of production facilities

Import of raw materials

Exports

Guarantees

Investment Banking:

HBL offers full-service Investment Banking capabilities to its clientele. This year alone,

HBL has closed over thirty transactions with a cumulative worth of over USD 2 billion.

This is a testament to the out-of-box thinking and the innovative products we bring to our

customers.

The Investment Banking Group functions in three specialist business areas:

Project Finance,

Debt Capital Markets & Syndications and

Equity Capital Markets & Advisory.

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Habib Bank Limited

Islamic Banking:

Islamic Banking is a growing market segment that offers attractive opportunities to

potential and existing customers. At HBL, Islamic Banking offers Shariah compliant

products and services to meet the short and long term requirements of business and trade.

Islamic Banking provides Ijarah (leasing) for vehicles, plants and machinery to meet

long-term customer resource requirements. Murabaha (local & import) facilities are

provided to meet the short-term financial needs of mid-market and corporate customers.

HBL’s Islamic Banking products are fully Shariah compliant and duly certified by

independent Shariah Advisors

Cash Management:

HBL offers a comprehensive platform for customers to avail Cash Management Services

throughout Pakistan. Our Cash Management Services reduce the cash turn around of your

company, thereby making it cost efficient

Features:

Centralized Collections / Funds Transfer

Centralized Payments / Disbursements

Customized MIS Reporting

Centralized Customer Support through

 IT/Operations

E-Banking:

HBL is also providing unique and latest online services like online fund transfer, balance checking to its customers.Rural Finance:

HBL’s Agriculture loans are spread across the country and provide financing through

over 800 branches. We have the largest private bank portfolio in the country with over

PKR 18 billion in various agriculture sectors. HBL’s presence in all agriculture belts of

the country ensures easy access to farmers in rural areas.

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Habib Bank Limited

Features:

Revolving Agri Scheme

Haryali Farm Transport Scheme

Agri Development Loan

Agri Development Loan (Fish Farming)

Agri Development Loan (Drip Irrigation)

Agri Production Finance

Haryali Livestock Loans

Asset Management:

HBL Asset Management Limited - A Wholly own subsidiary of Habib Bank Ltd. was

incorporated on 17 February, 2006 as a public limited company under the Companies

Ordinance 1984 and was licensed for Investment Advisory and Asset Management

Services by Securities and Exchange Commission of Pakistan on 3rd April, 2006.

1.4.3 Agency Services to Customers:

Collection of Cheques:

HBL pays and collects cheques on behalf of their customers, and for this it receives

commission form their account holders.

Collection of Dividends:

The Bank provides a very useful service by acting as an agent for its customers. It

arranges the collection of dividends on shares and securities held by its customers. The

customer is simply to inform the issuer of the securities that the interest on the securities

is to be credited to his account in the Bank. Bank charges commission for the collection

of the dividends on behalf of account holders.

Purchase and Sale of Securities:

HBL if authorized by the customers also makes purchase and sale of securities on the

behalf of its customers. Bank charges commission for the purchase or sale made by its on

behalf on the customers.

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Habib Bank Limited

Execution of standing instruction:

HBL also executes the standing in case if it is ordered by the customers of the Bank to do

so. These instructions are usually given in writing to Bank. The Bank debits and credits

the accounts of its customer for the transactions carried out by the individual or firm.

Acts as an agent:

HBL also acts as an agent, correspondent or representative of its customers at home and

abroad.

Foreign exchange Business:

HBL transacts foreign exchange business by discounting foreign bills of exchange and

thus provides facilities for financing in foreign trade.

Acts as a referee:

HBL provides useful services to its customers by acting as a referee for its credit

worthiness. The information is supplied in utmost secrecy and is based on financial

standing of the customers.

Collection of Utility Bill:

Electricity, telephone and other such bills can also be deposited with HBL.

Locker Facility:

HBL also provides locker facility to its customers where valuables of customers can be

kept.

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Habib Bank Limited

2. LEARNING & EXPERIENCE:

2.1. Internship Duration and Rationale for Selection:

Internship in HBL was my first working experience in my career. Before this as a student, I

remained stick to academic books and there had never been such requirement of internship by

my any institute. So it was an opportunity for me to explore my abilities and to implement the

course, which I studied specially in MBA. I did my internship in HBL (Liaquat Road Branch,

Rwp) for six weeks and in that duration; I got the opportunity to know about the banking

environment. The reason for selecting bank for internship is that it is the sector, which

provides multi-services under one umbrella. In banks one can explore his/her interpersonal

skills by dealing different types of customers. Secondly my mother remained a part of HBL

and served twenty years for it, so automatically my interest developed towards working in

HBL. My internship experience gave me a good learning experience because I had the

privilege to work with such cooperative and experienced staff.

2.2. Details of Training:

I did my internship in HBL (Liaquat Road Branch, Rwp) for six weeks. During that time

period, I performed different tasks. My timings were (9 AM – 5 PM). First of all the bank

Manager told me about the rules and regulations of the bank and the basics of some

operations of the departments in the bank. In six weeks I have performed different

activities like account opening procedure, remittances, chequebooks issuance, bills

collection, vouching, clearing and credit granting procedures. I have also performed the

work on the seat of remittance department in the absence of that department’s officer

under the supervision of my operational manager. This internship and different tasks in it

gave me exposure to practical life. The details of my tasks are as follows:

2.2.1 Account Opening:

Account opening is an agreement in which customer offers his funds and bank accepts

these funds, therefore the nature of relation between a banker and customer is of a

contractual one and all the conditions applicable to this contract act are also applicable.

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Habib Bank Limited

First of all I got experience of filling account-opening forms for both individual and

business customers and the related procedure for it. I also gained knowledge about

Equation system used for accounts opening

Current A/C individual single or joint)

Saving A/C individual single or joint)

I have also filled Phone Banking Forms and ATM forms. In this department I remained a

part of project of HBL as well, which was to open 100 accounts of NCA because NCA

had to make a huge deposit in HBL.In this regard my senior officer gave me the task of

filling 80 account opening forms, ATM forms and Phone banking forms, which I

completed successfully.

2.2.2 Remittances:

Remittances are sums of money sent in payment for or against something. I worked in

remittance department in the form making of pay orders Demand draft, LFT. I also

learned about MISYS software, which uses cashier system for cash transaction like cash

withdraw, deposited, Remittance, Accounts opening, LFT.I also used this software and

made online transactions within a city and intercity by using payment through cash and

accounts under the supervision of my senior officer. I also came to know about the codes

of different branches for LFT.

2.2.3 Chequebook issuance:

It is issued to those customers whose accounts are operated by the concern bank. I have

also learned to make chequebook request by filling its different contents like serial

number, date, account number, account type and account title. I also issued chequebooks

to customers as well. Then I used to record its entry in the register and signatures were

taken from customer as a proof. Record had been entered on separate pages for current

and savings account.

2.2.4 Bills Collection:

I also collected bills of Electricity, PTCL and SNGPLduring period of my internship and

also used to punch it after the public dealing was closed. I used software to punch them.

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Habib Bank Limited

After punching all the bills, my senior officer used to match all the balance with other

system in order to verify it.

2.2.5 Vouching:

During my internship, I had also made vouchers of different accounts like companies

who transfer balance daily to head office. I learned how to make Debit and credit

vouchers for such accounts of companies like WASA, WAPDA, SNGPL. PTCL and

local filling stations.

2.2.6 Clearing:

I got the experience to know about the cheque clearance process. My clearing department

officer told me the procedure of both the inward and outward clearing, software used and

role of NIFT.I used to fill these cheques by filling its contents. In this regard, I have also

learned about techniques to check the scrutiny of check by checking name, date and sign

and also came to know that three stamps are needed for it; clearing stamp, cross stamp

and endorsement stamp. I was advised by my sir to be remained alert about the fake

cheques, giving some instructions for the careful examination of cheques like signature

verification from specimen card. For the time of receiving cheques I had to consider the

following instruction

Date of the cheque mean post/ out dated cheque must not be received

Amount in figure or wording must be same

Signature must be authorized

If cheque amount in above of 50000 than supervision must be necessary

2.2.7 Credit Department:

In my internship, I have also worked in credit department where I seeked

What kind of loans HBL provides to its customersTypes of customers to whom it

provides loansCriteria for providing credit

Interest rate

Procedure for verifications of customers

Duration of loans granted

Procedure in case the customer defaults.

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Habib Bank Limited

2.2.8 Facilitate Customers:

Along my other tasks during internship, I helped banking customers in filling cheques,

forms, applications and drafts as well. This gave me confidence in dealing with

customers and to make my communication skills stronger.

2.3 Learning from internship:

After having that six-week internship in HBL, I have learnt a lot from it, which is an asset

for my practical life.

I have acquired the corporate experience through my internship. The world of

books is quite different from the practical one. This opportunity enabled me to get

first hand experience of corporate working environment.

I gained the experience of fundamental banking. Though I worked for a shorter

time period, yet I gained the basic know how of the Bank.

In operations department, I came to understand properly

about account opening form, its contents and procedure to open it. Similarly I

gained knowledge about remittance and clearing department as well.

I also gained the experience of their software MISYS, which perform two type of system; Cashier system (system used only for cash transaction like cash withdraw, Deposited, Remittance, Accounts opening, LFT) and Equation system (for Clearing inward or out ward, supervision)

I availed the golden opportunity of my internship to enrich my interpersonal and

communication skills.

First of all, my internship has provided me with the insight of corporate world

that I can never gain otherwise.

It helped me in determining my expectations in the initial phase of my career.

My internship gave me more courageous in communications that would help me

in the crucial phase of “Interview” in my future professional life.

2.4. SWOT ANALYSIS:

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Habib Bank Limited

An analysis indicating towards the organizations strengths, weaknesses, opportunities

and threat is termed as SWOT Analysis. Such an analysis is very important for the

management in retaining the strength, overcoming the weaknesses, capitalizing over

the emerging market opportunities, and carving ways to successfully tackle with the

threats and ultimately converting them in the strengths for the organization. During

six weeks of my stay at HBL, Liaquat Road, Rwp, I have come across the following

SWOT analysis of the bank:

2.4.1 Strengths:

Being the pioneer of banking in Pakistan, HBL is the oldest and is the richest in

experience.

HBL is the leading private sector bank in the banking network in Pakistan with

many of them online branches in major cities of the country

The operations performed by the bank are highly automated that result in

assurance for the customers that their transactions are completed reliably,

efficiently and securely.

The officers of HBL are considered as one of the most able professionals in the

banking world.

HBL has the potential to encounter the competitive environment in the market.

One can avail the benefit of the services provided at the bank till 5:00 P.m. which

is highly useful for those customers who find it difficult to leave their officers in

the morning

The management of the bank believes in customer focused banking rather than the

product oriented banking. The products and services designed by the bank are

specifically tailored to the individual needs of its customers.

HBL maintained its data properly and it has good data security system

The revolution in the banking in the form of electronic banking operations have

opened avenues of excellent, efficient and quick

Phone banking service is very attractive for those classes of customers who don’t

have time to personally come to the bank i.e. banking on the phone line thus

saving the precious time of the customers.

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Habib Bank Limited

2.4.2 Weakness:

Although the bank has computerized accounting system but still the bankers use

to make their entries in the accounting register.

The bank has still some of the traditional ways of operations in this advanced

technological environment.

Lack of professionalism in the branch employees mostly.

Poorer system of recovery of the system is a threat to bankruptcy.

The employees are constantly rotated from one job to another job of totally

different characteristic in the view of giving them the know-how of the working

in all the departments.

Presently there is no specific training program arranged for the new recruiters.

They have to learn based on their observations and also their mistakes.

There is pressure not only on the new learner but also on the person placed upon

with this responsibility.

HBL is lacking of customer feed back.

2.4.3 Opportunities:

A large amount of foreign investment is attracted.

Strong potential for growth

Opportunity for developing value added services combined with corporate

banking relationships, cash management services to large and medium sized

corporate clients.

Habib Bank Limited provides opportunity to utilize its skills and efficiencies in

leasing business.

E-banking facility is also a new opportunity which is a flourishing business in

foreign countries and can also be here, if HBL takes the initiatives.

Govt. is taking very bold steps to promote IT in Pakistan, so HBL has an

opportunity to improve in technology.

Branches In Remote Areas

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Habib Bank Limited

2.4.4 Threats:

The schedules of charges indicate that the fees charged by the bank on the various

services it provides are extremely high. It may result in decrease in the number of

its exiting customers.

Shortage of trained and specialized staff at lower executive and officer levels

Facing more competition by foreign banks in the market.

Loss of confidence of overseas customers due to freezing of accounts.

Highly attractive and advance services by foreign banks to their customers.

2.4. RECOMMENDATIONS:

I spent six weeks of my internship in HBL, Liaquat Road Branch, Rwp. During these

weeks, I felt myself to be a part of HBL. Even, this was my first experience of working in

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Habib Bank Limited

a banking organization. Before this I know a little about the banks, its working system

and environment, so I learned a lot from this experience. Based on my experience &

observation regarding the operations and policies of HBL, there are some

recommendations which include short term as well as long term issues for the

improvement.

Habib Bank Limited although providing the customer service in better way but

there is a lot of work to do in a routine banking due to which employees work for

long time. Management should gave relaxation to the employees by hiring new

professionals and reduce the working hours.

Attitude & Behavior of Branch Manager should be cooperative & friendly in

order to entertain the problem faced by the employees.

Division of work must be definite and certain. A person should do only such job

for which he is appointed. Work sharing is also important for greater productivity.

Every one in the organization must know the computerized system, for this

management should hire professionals to train them.

More and more facilities of loans should be provided to individuals for enhancing

the business, studies etc on easy terms and conditions

For financing activities the process should be easy to the customer.

Training program should be started for internees and newly appointed employees.

Their should be more marketing activities for the auto financing and other loans.

Habib Bank Limited needs to use more marketing channels to make the public

aware of its products and services.

The number of women hired by Habib Bank Limited is less as compared to male

staff, so it should employ more women.

The bank charges high service charges as compared to the other banks, so these

should be lowered down.

Quick response to customer queries is necessary to maintain a healthy relationship

with the customer

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Habib Bank Limited

Surveys must be conducted regarding customer satisfaction level and all

employees of this department should look forward to get feedback whenever

possible.

CONCLUSION:

To sum up, internship is like “The First Flight” for a young business graduate who is to

enter his professional life very soon. It provides a gateway to youngsters and an insight of

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Habib Bank Limited

corporate world. It helps them in the orientation phase of their first job as well and if we

talk about internship decision in banking sector, HBL is clearly the first choice of every

one who believes in qualitative approach of banking an environment of highly

responsible people. Bank is enjoying a healthy market share and taste of good status in

terms of its operative features and customer support. HBL is clearly the best bank

operating in Pakistan. HBL has more customers as compare to other banks, if they given

proper attention to every customer then in few years it will be the leading bank of the

country.

References

www.hbl.com

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Habib Bank Limited

www.google.com

HBL Annual Report 2007

Direct Interaction and Learning from:

Branch Manager (Talat Mahmood)

Operation manager (Rana Muhammad Ashraf)

Personal Banking officer (Muhammad Hammad Rafi)

Credit Department Officer (Saeed Akhtar)

Appendix # 1

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Habib Bank Limited

Appendix # 2

List of Forms Attached

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Habib Bank Limited

TABLE OF CONTENTS

PAGE #

Internship Letter

Executive Summary

1 INTRODUCTION OF HBL......................................................................................- 1 -

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Habib Bank Limited

1.1. Brief History of HBL............................................................................................- 1 -

1.2 OBJECTIVES OF HBL.........................................................................................- 2 -

1.2.1 CORE VALUES OF HBL.............................................................................- 2 -

1.3 ORGANIZATION STRUCTURE...........................................................................- 4 -

1.4 Products/ Services:...............................................................................................- 6 -

1.4.1 Individual customers:.....................................................................................- 6 -

1.4.2 Business Customers:......................................................................................- 7 -

1.4.3 Agency Services to Customers:...................................................................- 10 -

2. LEARNING & EXPERIENCE:............................................................................- 12 -2.1. Internship Duration and Rationale for Selection:.............................................- 12 -

2.2. Details of Training:........................................................................................- 12 -

2.2.1 Account Opening:........................................................................................- 12 -

2.2.2 Remittances:.................................................................................................- 13 -

2.2.3 Chequebook issuance:..................................................................................- 13 -

2.2.4 Bills Collection:...........................................................................................- 13 -

2.2.5 Vouching:.....................................................................................................- 14 -

2.2.6 Clearing:.......................................................................................................- 14 -

2.2.7 Credit Department:.......................................................................................- 14 -

2.2.8 Facilitate Customers:....................................................................................- 15 -

2.3 Learning from internship:...................................................................................- 15 -

2.4. SWOT ANALYSIS:..............................................................................................- 16 -

2.4.1 Strengths:.....................................................................................................- 16 -

2.4.2 Weakness:....................................................................................................- 17 -

2.4.3 Opportunities:...............................................................................................- 17 -

2.4.4 Threats:.........................................................................................................- 18 -

2.4. RECOMMENDATIONS:....................................................................................- 19 -

CONCLUSION:............................................................................................................- 21 -References.....................................................................................................................- 22 -Appendix.......................................................................................................................- 23 -

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