k c chakrabarty : developing the humanware to improve customer service address by dr k c chakrabarty, deputy governor of the reserve bank of india, at the launch of the course “ customer service & banking codes and standards ”, at the indian institute of banking & finance ( iibf ), mumbai, 12 november 2010. * * * assistance provided by shri d g kale in preparation of this address is gratefully acknowledged. 1. mrs udeshi, chairperson, banking codes and standards board of india ( bcsbi ), shri o. p. bhatt, president, indian institute of banking and finance ( iibf ) and chairman, iba, shri b. m. mittal, ceo, bcsbi, shri bhaskaran, ceo, iibf, distinguished guests, ladies and gentlemen. it gives me great pleasure to be here to launch the certificate course on “ customer service and banking codes and standards ” that has been designed by iibf in association with bcsbi. iibf has played a pivotal role in developing the professional skills of bankers, and in tune with times, it is also a leading organization in providing training, consultancy and counselling to the business correspondents, recovery and marketing agents of banks. 2. the iibf was set up in 1928 as indian institute of bankers ( iib ) with a mission to “ develop professionally qualified and competent bankers and finance professionals primarily through a process of education, training, examination, consultancy / counselling and continuing professional development programmes ”. the mission statement of the iibf and the timing of the launch of the new certificate course in customer service go hand in hand. i must compliment and congratulate shri bhatt and shri bhaskaran and his team for conceptualising, designing and developing this particular course. i am also happy to note that bcsbi was closely involved in designing this course. as you are aware, the banking ombudsman scheme, which has been in existence for some time now, does not look into systemic issues with a view to enforcing a prescribed quality of service. it was in this context that the bcsbi was set up as an autonomous body to monitor and ensure that the banking codes and standards voluntarily adopted by the banks are adhered to in their true spirit. the codes represent the minimum standards of service which a customer can expect from a bank including transparency in services, prohibition of unsolicited marketing and compensation for delays or

duvvuri subbarao : reserve bank of india ’ s platinum jubilee celebrations – the outreach programme remarks by dr duvvuri subbarao, governor of the reserve bank of india, at the function releasing the rbi commemorative stamp by smt pratibha devisingh patil, hon ’ ble president of india at the rbi office, new delhi, 16 january 2010. * * * 1. on behalf of the reserve bank of india, it is my pleasure and privilege to welcome your excellency, the hon ’ ble president of india for the release of the commemorative stamp marking the reserve bank ’ s platinum jubilee. this occasion, your excellency, is truly special. this is the first time the first citizen of the country has graced the new delhi office of the reserve bank which has the honour and distinction of having been inaugurated by our first prime minister, pandit jawaharlal nehru. 2. a hearty welcome also to the finance minister, shri pranab mukherjee ; minister of state for finance, shri namo narayan meena and minister of state for communication & information technology, shri gurudas kamat. we are delighted that so many of our past governors, deputy governors, top management of the reserve bank and several dignitaries are here today. a big welcome to all of you. 3. seventy - five years is a relatively short span for an institution. even so, the journey since its establishment in 1935 has been eventful for the reserve bank, shaping not only its intellectual evolution but also securing its preeminent position in the economic policy space of the country. during this time, there have been momentous changes – a paradigm shift in economic ideology, ever new perspectives on economic development, growing aspirations of people, path - breaking financial innovations and game changing technological breakthroughs. all these are changes which have influenced the reserve bank, and changes to which the bank has had to respond in its own unique way. the reserve bank is proud to have been part of every major economic event and policy in the country, and its broad mandate underlines its enduring concern for the larger public good. 4. while a lot of things have changed at the reserve bank over the last 75 years – our functions and responsibilities, and the way we deliver our mandate – certain things have remained the same ; in particular, the professionalism and integrity with which the rbi discharges its mandate. the high esteem in which the reserve bank is held today is owing to the