Tuesday, November 10, 2009


Visiting 2 banks – a public sector and a private sector one can be a bipolar experience. Some key differences which I observed in a matter of minutes were:

1. Written Application:
In a public sector setup, a grumpy looking person asks you to go to a corner and write an application for xyz purpose. If you ask for a blank sheet of paper, you will get a hard look before it is presented to you. God help you if you ask for a pen. After all being a banker to every Indian can be a tough ask!
Quite contrastingly, on my visit to the recently ‘rebranded’ private sector bank, the application was written by the representative and all I had to do was read and sign it.

2. Computer Savvy:
The generation who are lifers at the Public Sector banks are yet to get comfortable with computers. Of course, it’s been tough on them but, well, you can’t help but see the difference at the private banks where instead of finding some form through a sheaf of forms, all they do is to type in the IP of the server having soft copies of all docs and get a print out. It was quite funny watching a middle aged employee getting up from her computer terminal and sulking like a child, calling out loudly to someone because she got a error message.

3. Customer Satisfaction:
Is customer the king or the employees? Well, if there is a line of customers on your counter, and a fellow employee comes behind in the counter and asks for some work should you do it on priority? That was the thought with which I left this Public Sector bank.

Many things which happened in the public sector bank must be happening in private sector too. But may be the inherent attitude which makes the DNA of any organization is definitely different!

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