2. 2
1.0 Introduction:
The City Bank Limited is a full service scheduled commercial bank. It has both local and
International Institutional shareholder. The bank is primarily driven with a view of creating
opportunities and pursuing market niches not traditionally meet by conventional banks. The City
Bank has been motivated to provide “best-in-the-class” services to its diverse assortment of
customers spread across the country under an on-line banking.
Today, The City Bank is one of the fastest growing banks in the country. In order to support the
planned growth of its distribution, network and its various business segments, The City Bank is
currently looking for impressive goal oriented, enthusiastic, individuals for various business
operations.
The bank wants to build a profitable and socially responsible financial institution. It carefully
listen to the market and business potentials, It is also assisting The City Bank and stakeholders to
build a progressive, healthy, democratic and poverty free Bangladesh.
The MBA Program is a partial requirement to take a taste of real life challenge conducted by the
students. It is an important part of MBA program. This report presents the organizational design
and human resource practices of The City Bank Limited.
1.1 Organization Design:
Organizational design is a step-by-step methodology which identifies dysfunctional aspects of
work flow, procedures, structures and systems, realigns them to fit current business
realities/goals and then develops plans to implement the new changes. The process focuses on
improving both the technical and people side of the business.
For most companies, the design process leads to a more effective organization design,
significantly improved results (profitability, customer service, internal operations), and
employees who are empowered and committed to the business. The hallmark of the design
process is a comprehensive and holistic approach to organizational improvement that touches all
aspects of organizational life, so we can achieve:
3. 3
• Excellent customer service
• Increased profitability
• Reduced operating costs
• Improved efficiency and cycle time
• A culture of committed and engaged employees
• A clear strategy for managing and growing your business
By design we’re talking about the integration of people with core business processes, technology
and systems. A well-designed organization ensures that the form of the organization matches its
purpose or strategy, meets the challenges posed by business realities and significantly increases
the likelihood that the collective efforts of people will be successful.
As companies grow and the challenges in the external environment become more complex,
businesses processes, structures and systems that once worked become barriers to efficiency,
customer service, employee morale and financial profitability. Organizations that don’t
periodically renew themselves suffer from such symptoms as:
• Inefficient workflow with breakdowns and non value-added steps
• Redundancies in effort (“we don’t have time to do things right, but do have time to do
them over”)
• Fragmented work with little regard for good of the whole (Production ships bad parts to
meet their quotas)
• Lack of knowledge and focus on the customer
• Silo mentality and turf battles
• Lack of ownership (“It’s not my job”)
• Cover up and blame rather than identifying and solving problems
• Delays in decision-making
• People don’t have information or authority to solve problems when and where they occur
• Management, rather than the front line, is responsible for solving problems when things
go wrong
• Systems are ill-defined or reinforce wrong behaviors
4. 4
The design process consists of the following steps:
Charter the design process
As senior leaders, you come together to discuss current business results, organizational health,
environmental demands, etc. and the need to embark on such a process. You establish a charter
for the design process that includes a “case for change,” desired outcomes, scope, allocation of
resources, time deadlines, participation, communications strategy, and other parameters that will
guide the project.
(At times, senior teams may go through either a strategic planning process or an executive team
development process prior to beginning a redesign initiative, depending on how clear they are
about their strategy and how well they work together as a team.)
Assess the current state of the business
You don’t want to begin making changes until you have a good understanding of the current
organization. Using our Transformation Model, we facilitate a comprehensive assessment of
your organization to understand how it functions, its strengths and weaknesses, and alignment to
your core ideology and business strategy. The assessment process is astounding in the clarity it
brings an organization’s leaders and members, not only regarding how the organization currently
works but how the various parts are interrelated, its overall state of health and, most importantly,
what needs to be done to make improvements.
Design the new organization
The senior team (and/or others who have been invited to participate in the process), look to the
future and develop a complete set of design recommendations for the “ideal future.” At a high
level, the steps in this process include the following:
• Defining your basic organizing principle. (Will you organize primarily around functions,
processes, customer-types, technologies, geographies, etc.?)
5. 5
• Streamlining core business processes—those that result in revenue and/or deliverables to
customers.
• Documenting and standardizing procedures.
• Organizing people around core processes. Identifying headcount necessary to do core
work.
• Defining tasks, functions, and skills. What are the performance metrics for each
function/team? How are they evaluated and held accountable?
• Determining facility, layout and equipment needs of various teams and departments
throughout the organization.
• Identifying support resources (finance, sales, HR, etc.), mission, staffing, etc. and where
should these should be located.
• Defining the management structure that provides strategic, coordinating and operational
support.
• Improving coordinating and development systems (hiring, training, compensation,
information-sharing, goal-setting, etc.).
At some point the design process morphs into transition planning as critical implementation
dates are set and specific, concrete action plans created to implement the new design. And a key
part of this step includes communicating progress to other members of the organization. A
communications plan is developed that educates people in what is happening. Education brings
awareness, and everyone’s inclusion brings the beginning of commitment.
Implement the design
Now the task is to make the design live. People are organized into natural work groups which
receive training in the new design, team skills and start-up team building. New work roles are
learned and new relationships within and without the unit are established. Equipment and
facilities are rearranged. Reward systems, performance systems, information sharing, decision-
making and management systems are changed and adjusted. Some of this can be accomplished
quickly. Some may require more detail and be implemented over a longer period of time.
6. 6
Example:
A few years back a company within the aluminum industry recognized they were becoming
bureaucratic and unresponsive to their customers needs. Following a period of assessment of the
strengths and weaknesses of the existing organization, they went through a process of
organizational redesign in which they organized their front office functions to become more
collaborative and customer focused. The diagrams below illustrate, at a high level, this change.
Pre-design Workflow
Post-design Workflow
The first chart illustrates the tendency of most people within organizations to think in terms of
silos and organize people according to the similarity of their functions.
The second chart illustrates how the company redefined structural boundaries to become much
more cross-functional on the front end of their business. They combined people from a number
from a number of departments into teams that took full responsibility for managing customer
7. 7
orders. The company was able to improve their total billings of a major product line by 50% and
increase their margins by 25%.
Of course, this chart greatly simplifies all of the design decisions which included improvements
in workflow and system support, and the role of leaders and other support functions in the new
organization. But this gives you an idea of the kinds of integration and improved collaboration
that can result from organizational design.
1.2 Organizational Development:
Organization development (OD) is a deliberately planned, organization-wide effort to increase an
organization's effectiveness and/or efficiency and/or to enable the organization to achieve its
strategic goals. OD theorists and practitioners define it in various ways. Its multiplicity of
definition reflects the complexity of the discipline and is responsible for its lack of
understanding.
Organization development is an ongoing, systematic process of implementing effective
organizational change. OD is known as both a field of science focused on understanding and
managing organizational change and as a field of scientific study and inquiry. It is
interdisciplinary in nature and draws on sociology, psychology, particularly industrial and
organizational psychology, and theories of motivation, learning, and personality. Although
behavioral science has provided the basic foundation for the study and practice of OD, new and
emerging fields of study have made their presence felt. Experts in systems thinking and
organizational learning, structure of intuition in decision making, and coaching (to name a few)
whose perspective is not steeped in just the behavioral sciences, but a much more multi-
disciplinary and inter-disciplinary approach, have emerged as OD catalysts or tools.
Organization development is a growing field that is responsive to many new approaches.
8. 8
Objective of OD
The objective of OD is:
1. To increase the level of inter-personal trust among employees.
2. To increase employees' level of satisfaction and commitment.
3. To confront problems instead of neglecting them.
4. To effectively manage conflict.
5. To increase cooperation and collaboration among the employees.
6. To increase the organization's problem solving.
7. To put in place processes that will help improve the ongoing operation of the
organization on a continuous basis.
As objectives of organizational development are framed keeping in view specific situations, they
vary from one situation to another. In other words, these programs are tailored to meet the
requirements of a particular situation. But broadly speaking, all organizational development
programs try to achieve the following objectives:
1. Making individuals in the organization aware of the vision of the organization.
Organizational development helps in making employees align with the vision of the
organization.
2. Encouraging employees to solve problems instead of avoiding them.
3. Strengthening inter-personnel trust, cooperation, and communication for the successful
achievement of organizational goals.
4. Encouraging every individual to participate in the process of planning, thus making them
feel responsible for the implementation of the plan.
5. Creating a work atmosphere in which employees are encouraged to work and participate
enthusiastically.
9. 9
6. Replacing formal lines of authority with personal knowledge and skill.
7. Creating an environment of trust so that employees willingly accept change.
According to organizational development thinking, organization development provides managers
with a vehicle for introducing change systematically by applying a broad selection of
management techniques. This, in turn, leads to greater personal, group, and organizational
effectiveness.
Change agent
A change agent in the sense used here is not a technical expert skilled in such functional areas as
accounting, production, or finance. The change agent is a behavioral scientist who knows how to
get people in an organization involved in solving their own problems. A change agent's main
strength is a comprehensive knowledge of human behavior, supported by a number of
intervention techniques (to be discussed later). The change agent can be either external or
internal to the organization. An internal change agent is usually a staff person who has expertise
in the behavioral sciences and in the intervention technology of OD. Beckhard reports several
cases in which line people have been trained in OD and have returned to their organizations to
engage in successful change assignments. In the natural evolution of change mechanisms in
organizations, this would seem to approach the ideal arrangement. Qualified change agents can
be found on some university faculties, or they may be private consultants associated with such
organizations as the National Training Laboratories Institute for Applied Behavioral Science
10. 10
1.3 Origin of the Study:
We have conducted this report on “Regular Improvement of Structure, Policies and
Procedures of the Organizations is the Pre-condition for Greater Profitability”,
1.4 Objectives of the Study:
The broad objective of the report is to provide the organizational design and overall Human
Resource Management Practices of the City Bank Limited. We also have discussed about their
problems, which their employees are facing and has try to given some possible solutions.
General Objective –
Describe the organizational structure and human resource practices of City Bank
Limited.
Specific objectives --
To describe the Human Resource Management Practices of the City Bank Limited.
To find-out the selection, training, promotion and development process in HRM division
of the City Bank Limited.
To recommend necessary steps to overcome the Problems and make possible
improvement in the future.
1.5 Limitation of the Study:
The Human Resource Department is the most confidential department for any organization as
well as in City Bank Limited. Here we allowed to get limited information from the all the
sources of City Bank. We were not allowed to get the information which is too much
confidential for the Bank. So in my report all the information I have learnt from my Work. The
organizational design and the problems in the organization is a collection form our observation
and collection of the data’s from the market.
12. 12
Case Study: City Bank Ltd.
City Bank is one of the oldest private Commercial Banks operating in Bangladesh. It is a top
bank among the oldest five Commercial Banks in the country which started their operations in
1983. The Bank started its journey on 27th March 1983 through opening its first branch at B. B.
Avenue Branch in the capital, Dhaka city. It was the visionary entrepreneurship of around 13
local businessmen who braved the immense uncertainties and risks with courage and zeal that
made the establishment & forward march of the bank possible. Those sponsor directors
commenced the journey with only Taka 3.4 crore worth of Capital, which now is a respectable
Taka 330.77 crore as capital & reserve. The City Bank is surviving in the large arena through its
unique and competitive products and it is the only local bank providing 100% integrated on-line
banking. The City Bank ltd. has positioned itself as a new generation Bank with a focus to meet
diverse financial need a growing and developing economy.
2.1 Organizational Overview:
The City Bank Limited, with institutional shareholdings by International Finance Corporation
(IFC) and Shore cap International, has been the fastest growing Bank in 2005and 2006. At the
year end of 2006, The City Bank ltd .had recorded a 103 percent growth in assets, and a 65
percent growth in liabilities, with an operating profit of 84 percent over the previous year 2005.
A fully operational commercial bank, The City Bank ltd. focuses on pursuing unexplored market
niches in the Small and Medium Enterprise Business, which hitherto has remained largely
untapped within the country. In the last four years of operation, the Bank has disbursed over
BDT 1200 crore in loans to nearly 32,000 small and medium entrepreneurs. The management of
the Bank believes that this sector of the economy can contribute the most to the rapid generation
of employment in Bangladesh.
13. 13
2.2 Company Profile:
The City Bank Limited, with institutional shareholdings by International Finance Corporation
(IFC) and Shore cap International, has been the fastest growing Bank the Bank operates under a
"double bottom line" agenda where profit and social responsibility go hand in hand. A fully
operational Commercial Bank, The City Bank ltd. focuses on pursuing unexplored market niches
in the Small and Medium Enterprise Business, which hitherto has remained largely untapped
within the country. In the last six years of operation, the Bank has disbursed over BDT 8000
crore in loans to nearly 200,000 small and medium entrepreneurs. The management of the Bank
believes that this sector of the economy can contribute the most to the rapid generation of
employment in Bangladesh. Since inception in July 2001, the Bank's footprint has grown to 56
branches, 30 SME Service Centers, 427 SME unit offices and 224 ATM sites across the country,
they are also opening many independent SME centers across the country. With partnership they
have more than 1150 ATMs in place, and the customer base has expanded to 465,000 deposit
and 187,000 advance accounts till December 2008. In the years ahead The City Bank ltd. expects
to introduce many more services and products as well as add a wider network of SME unit
offices, Retail Branches and ATMs across the country.
2.3 Vision of the Bank:
To be the leading Bank in the country with best practices and highest social commitment.
2.4 Mission of the Bank:
To become the second largest bank in Bangladesh.
Recruit the best from the applicants who can be a good resource to the bank.
Motivate the employees by ensuring attractive salary and wages payments.
Controlling the employees by using both X & Y motivation theories.
Constant growth in ‘Small & Medium Enterprise’ sector.
Manage and control the organizational relationships and responsibilities
14. 14
2.5 Organizational Structure:
The board of directors is the top management and policy making committee of The City Bank
Limited. Presently the board consists of a chairman, one vice chairman an directors. It is to be
noted that the managing director is also a member of the board.
The directors are appointed from amongst those who have had experiences and shown capacity
in the field of finance and banking, trade, commerce, industry etc.
The chief operations officer executes all the activities under the directions of the board.
The officer and the other line and staff personnel are appointed by the bank’s own recruitment
committee of Human resource Division.
Organizational Hierarchy of the City Bank Ltd.
Figure 1: Organizational structure of The City Bank ltd.
Department Employee Job grades MGT team
Business
Support
Operations
Risk
Branch Banking
Regular employee
HR stuff
Outsource stuff
Organizational structure
15. 15
2.6 Departments of the City Bank Limited:
The City Bank Limited has 26 departments in five different criteria.
The Departments are-
Business:
Support:
Operations
Risk
Branch Banking
2.7 Employee of the City Bank Limited:
The City Bank Limited has in different employee’s criteria. There are different types of
employees working in different places inside The City Bank ltd. The types of employees are-
Regular employee:
The permanent stuffs are known as regular employees. The regular employees are allowed to get
the bonus, incentives and other allowances with their basic salaries. And these types of
employees also have the benefit of gating extra facilities the The City Bank Limited is providing
for their employees.
HR Staff:
HR temporary contract are for those categories whose Job description is such, where he/she
needs to be under the direct supervision of Bank’s authority, whose performance is monitored by
the Bank Management.
Outsource Stuff:
16. 16
Other contractual employees are not entitled for any service agreement. They will be recruited
through outsource agencies. The requirement of any support staff through outsource agency must
come through HR signed by the Division Head. HR will send the requirement to provide staff by
the Outsource Agency.
Intern:
To encourage and help human resource development in the financial industry the Bank may
decide to offer internship programs to individuals or educational institutions. The decision to
enter such an engagement will be decided by the MD& CEO on the recommendation of the
Department Head.
Management Trainee Officer (MTO):
Management Trainee Officers highly qualified students of The City Bank Limited. The MTO’s
are regular employee but they have to learn as a student inside BRAB Bank for the period of one
year. After one year if they can complete their learning period successfully they will become a
senior officer directly from the MTO.
17. 17
2.8 Management Team:
Management team of The City Bank Limited includes the following positions and each position
contains one member.
Managing Director & CEO
Additional Managing Director & Chief Risk Officer
Deputy Managing Director, COO & CCO
Deputy Managing Director & Head of Wholesale Banking
Deputy Managing Director& Head of Branch Banking
Head of Credit Risk Management
Chief Information Officer
Head of Retail Banking
Chief Financial Officer
Head of Operations
Head of Commercial Banking
Company Secretary & Head of Regulatory & Internal Control
Head of Probashi Banking
Head of Human Resource Management
Head of Treasury & Financial Institution
Head of Marketing & Corporate Affairs
Head of Corporate Banking
Head of Impaired Asset Management
Head of Enterprise Risk Management
Head of Technology
Figure: Management team of The City Bank Ltd.
18. 18
2.9 Products & Services of The City Bank ltd.
The City Bank ltd. provides 3main types of services towards their customers including different
types of products, these are:
Figure : Products & services of The City Bank ltd.
Products & services
SME Banking
Retail banking Corporate
SME network
coverage,
Loan products,
Cards,
Corporate loan products,
Trade finance,
19. 19
2.10 The City Bank Ltd. Human Resource Department:
Human resource department in The City Bank ltd. exist to help people and organization reach
their goals. Along the way, they face many challenges arising from the demands of the
employees, the organization, the society. The domestic and international environments are the
particularly turbulent because of the growing challenges also result from ever changing laws,
especially laws that address the need for equal employment opportunity. Within these
constraints, the human resource department of The City Bank ltd. must contribute to the
organization’s “bottom line” in ways that are both ethical and socially responsible.
2.10.1 Functions of Human Resource Division:
The City Bank Ltd has a fully functional Human Resources Division (HRD) supported by
manpower. The HRD of the City Bank Limited performs the following functions:
Selection and Recruitment.
Training and Development of Employees.
Compensation and Benefits Planning.
Promotion Planning.
Making Reward and Recognition Policies.
Policy Formulation for Staff Loans (Car/Housing).
Policies for Resignation or Termination from Services.
Employee Gratuity Fund Policy Formulation.
Employee Provident Fund Policy Formulation.
Employee Welfare Fund Policy Formulation.
2.10.2 Human Resource Division’s Wings:
Human Resource Division of the City Bank Limited has work with six wings. The wings are-
Recruitment.
20. 20
Administration.
Training.
Pay Benefits. &
Performance Appraisal
MIS & Strategic Planning.
2.10.3 Selection and Recruitment:
Selection and Recruitment is an integral part of any organization that heavily depends on their
workforce to successfully perform their mission and achieve their vision in the long run. Thus
appropriate selection of candidates to join in the workforce is a necessary part of Human
Resource Management, which is ensured by the Human Resource Division in The City Bank
Limited.
2.10.4 Recruitment Process:
For the recruitment The City Bank Limited use the following process
Direct Recruitment:
The the City Bank Limited has a CV Bank in HRD. In direct recruitment the HRD short list the
CVs from the CV Bank or collect the CVs that referred by the employees of The City Bank
Limited for direct interview for the specific selected post.
Through Advertisement:
Sometimes the HRD of the City Bank Limited can’t able to short list CVs for specific post from
their CV Bank. In this situation the HRD advertise of recruitment in specific post mentioning the
job description with the minimum requirement that the applicant should have for the post. And
collect CVs which are being specified according to the requirement that has been published in
the advertisement. After that the CVs will be short listed and the recruitment procedure will go
according to the direct recruitment process.
21. 21
Internal Job Posting:
For any kind of internal job search it will operate through a circular as lotus notes or board
notice. Any existing staff other than permanent also HR Temporary (minimum one year with
The City Bank Limited) & outsource staff (minimum three years with The City Bank Limited).
Only the Managing Director & Chief Executive Officer can allow exceptions. Job specification
will be clarified in that circular and interested candidates will have full liberty to apply
subsequent to the clearance from respective line manager.
Promotion:
Promotion can be used as an effective tool for recruitment as it can serve the internal purpose for
recruitment within the organization. Promotion may also take place if the job size increased and
the MD/ Management Committee decide(s) to upgrade the job upon recommendation of the
respective Department Head or Line Manager. The process of upgrading a job will have to be
undertaken through a process of reviewing the Job Content, Responsibilities, Dimensions,
Changes in the Organization Structure, etc. Full justification of the necessity of the change must
be presented.
Transfer on deputation:
Based on requirements and needs bank can adopt that policy after taking the approval from
MD’s Offices.
Contract as specialist/consultant/counsel
22. 22
It is not a post of regular employee. It is a contractual job and these persons are directly
appointed by MD with the reference of the Chairman/ Board of Directors or Management
Committee.
E-recruitment
City Bank ltd. has also applied E- recruitment system, from where they are collecting
applications from internet.
Recruitment Budget:
Managing Director & CEO will determine and analyze the
necessity of manpower based on recruitment required by the Departments and projected
budget based on the year after discussing with different department heads. Therefore, it is
the responsibility of the management to examine the work load and carry out the job
analysis and as well as looking into the real requirement of employees under various
categories, to see whether an additional hand is really necessary
Board of directors holds the authority to finally decide any matter
regarding any sort of recruitment. Besides they are the supreme authority to create any kind
of new position.
THE City Bank must recognize the importance of manpower
estimation and accordingly an Organ gram should be prepared for the Bank and for each
Division & Branch. The Organ gram shall however, not be rigid, it may be reviewed and
revised when necessary from time to time. Subject to review from time to time, the
competent authority as per power delegated by the Board will make the appointments.
Recruitment Policy:
All regular employees will appointed by the Managing Director.
All HR contract and outsource contract employees will be
appointed by The Head of Human Resource Division.
23. 23
The schedule of recruitment will be created according to the
Service Level Agreement (SLA).
The interview board will with The Head of Department of that
post, The Supporting Department Head and The Head of HRD.
2.10.5 Administration:
The Administration is the wing that maintains and controls the employees of The City Bank
Limited. The administration has to go with the following work.
Figure 6: Administration wings of the city Bank ltd.
Promotion:
Promotion is a continuous process by which the employee motivates for batter work; get the
price for employee’s better work. In The City Bank there are two types of promotions-
Regular Promotion: Regular promotion is given according to the employee’s regular
performance. When the supervisor or department head of the employee evaluate that his
employee is become an asset for the bank and deserve promotion then the supervisor or the
department head take a promotion appraisal form from HRD and recommended the employee for
promotion.
Leave Probation &
confirmation
Promotionn Resignation
Administration
24. 24
PM Promotion: Performance Matter (PM) is the annual performance report of individual
employee of The City Bank Limited. According to Performance Matter ranking scale the
employee can get promotion in the job grade of their own.
2.10.6 Training:
After recruiting a potential candidate the next important function of HRD is to orient the new
entrant to the organization and providing the employees with all the necessary knowledge about
their duties and responsibilities. This is done to ensure effective input from the employees into
the organization thus, their most efficient level of performance. The training program used in the
organization also ensures employee retention to The City Bank Limited spending in training
programs for employees is not an expense, but an investment.
The training program includes:
Orientation Training
In-house training
Job specific training
Need based local/foreign training
Peer or Supervisor’s coaching
E-learning: Online training and evaluation
2.10.7 Performance Management:
Performance appraisal is the process of assessing employee's past performance, primarily for
reward, promotion and staff development purposes. Performance appraisal is a process that
identifies, evaluates and develops employee performance to meet organizational goals.
Purposes of Performance appraisal in The City Bank Limited:
25. 25
To review past performance
To assess training needs
To help develop individuals
To audit the skills within an organization
To set targets for future performance
To identify potential for promotion
To provide legal & formal justification for employment decision
To diagnose the hidden problems of an organization
Performance Appraisal Process:
Supervisors
Subordinates
Peers
Clients / Customers
Self appraisal
180/360 degree approach
Approaches to measuring employee performance in The City Bank Limited:
There is various kind of method for measuring performance appraisal. Only two type of
Performance method are at bellow:
360-degree feedback: One currently popular methods of Performance appraisal is called 360-
degree feedback. With this method managers peers, suppliers are ask to complete questionnaire.
The questionnaire is generally lengthy.
Experience based: The City Bank Limited measures the performance of employee by
experience. For example MR. X has been working in the organization for three years and MR, Y
has been working in The City Bank Limited for two years. So The City Bank favors MR. X for
his more experience.
26. 26
Process of Job Evaluation:
Gaining Acceptance
Constituting Job evaluation Committee
Selecting Jobs to be evaluated
Describing the jobs
Selecting the method of job evaluation
Weighting job factors
Assigning money values
Periodic review
2.10.9 Employee relation:
Employers and employees each have their own sets of needs and values, and successful
relationship between these two sides requires that some sort of balance be struck. This balance
often takes the form of a psychological contract, an understood agreement between employer and
employees that defines the work relationship.
The City Bank Limited is maintaining three channel categories employee relationship those are:
Employee safety
Employee health
Employee working condition
Employee safety:
The City Bank Limited provides the employee safety. It ensure the all kinds of job safety such as
insurance of each employee not this provide insurance to the labor.
Employee health:
Free medical checkup; provide health care and necessary medical facilities for each employee.
27. 27
Employee working condition:
The working condition of employee is very hygienic because it always based on "Right work for
the Right person."
2.10.10 Incentives of The City Bank Limited:
Incentives add to base pay: It controls costs because the employee is being paid for his/her extra
effort and for the benefits brought to the organization.
Motivates employees;
Individual
Group
Company-wide
Individual incentive plans:
Awards based on individual Employee Performance vs. company
standards
Awards bases on individual Performance standards using
Objective & subjective criteria
Quantity or quality goals
Quantity of work output how many units produced.
Quality of work output what the quality of the product or service
being produced.
Monthly sales basis.
28. 28
Work safety record how many hazard or errors are being reduced.
Work attendance basis.
Group incentives:
Group incentive plans
Customer satisfaction
Official cost savings
Material cost savings
Reduction in accidents
Company-Wide Incentives:
Wide Performance Measures Company
Wide incentives plans
Company profits
Cost containment/prevention
Market share Sales revenue
2.10.11 MIS and Strategic Planning:
The Management Information System (MIS) & Strategic planning section does not follow any
procedure of work, as most of the functions are project or assignment based. The City Bank ltd.
different departments and divisions use different Management Information System {MIS}, there
is no centralized system formed yet. Thus Management Information System (MIS)& Strategic
Planning does not go by any specific work procedure. The Manager, of Management Information
System (MIS) & Strategic Planning is in charge of the Projects/Assignments and currently the
Management Information System (MIS)& Strategic Planning section is maintaining the “E-
Learning” system which is an Employee Development program based on Online Training &
Evaluation. Employees can sit for online exams within the workplace and it is the duty of the
Management Information System (MIS)& Strategic Planning Manager to evaluate the electronic
scripts and distribute the results after evaluation.
29. 29
The current projects of Management Information System (MIS) & Strategic Planning are
development of two computerized systems named “E-Attendance” and “E-PM”, one for
employee attendance management and the other is for employees’ performance measurement
matter respectively.
2.10.12 SWOT Analysis of the City Bank Limited:
SWOT analysis indicates the way to find the real position of any organization. SWOT means
Strength, Weakness, Opportunity and Threat. So, when any company or organization conduct the
SWOT analysis, it is very easy for the company to learn the strength, weakness, opportunity and
threat of that particular organization. By this analysis we have try to identify the real picture of
The City Bank Limited.
SWOT is classified into two broad categories –
Internal-
Strength
Weakness
External-
Opportunity
Threats
S (Strength):
Capable management.
Adequate capitalization.
Good profitability.
Extremely rapid growth.
Keep records in appropriate methods.
Well performed employees.
Employees are satisfied with their job.
Well-decorated office.
30. 30
W (Weakness):
Lack of experienced employees in junior level management.
Insufficient workforce and team work.
Centralized power.
Lack of negotiation.
Lack of administrative performance.
Lack of business communication
Lack of Promotions system
Manual Recruitment policy
O (Opportunity):
Private sector orientation.
Opportunity to contribute in national growth rate.
Scope to reduce non-worker percentage.
Scope to introduce a new sector.
Well serve in the society.
Take the opportunity to get a huge amount of money.
T (Threats):
Lots Foreign & Private Banks are doing business in Bangladesh.
Government interruption is high on the way of development.
Various corrupted groups are always threatened to fulfill their own
purpose.
32. 32
Methodology:
To understand the topic theoretically, we analyzed and went through books, newspaper articles,
journal articles, company website publications and online articles from different thesis-based
websites. To understand the impact in practical field and the internal situations, we tried to
conduct an empirical study. We interviewed the HR and office personnel of the City Bank Ltd
and tried to get information about all the levels of the organization. Secondary data was collected
from the organization. To identify the change within which the incumbent’s or company’s
operate in the industry, information were primarily collected from the secondary sources. These
include journal articles, company website publications and some official documents.
Primary sources:
Discussion with the employees of the City Bank limited.
Annual report, publications, training materials
Periodical statements of the bank, brochures, booklets etc.
Official Website of the City Bank Ltd.
Documentary file of the City Bank Ltd.
Secondary sources:
Journal articles
City Bank Ltd website
34. 34
4.1 Findings of the Report:
The job analysis, human resource planning, recruitment and selection policy of The City
Bank Limited is not standard because their HRD doesn’t follow the updated HRM
function.
The bank does not accurately follow the performance appraisal. So bad things occurs like
discrimination, nepotisms are exercised. As a result, employees with same efficiency are
given different score by different author.
The Pay Packages of the Bank is not competitive in comparing to other Banks operating
in Bangladesh.
Lack of Training for the employees, they don’t get proper training from the organization,
there training institute also need development.
City Bank ltd. has lack of employees, but there is lack of proper employees- that means
“lack of right people in right place”.
Succession Planning involves having senior executives periodically review their top
executives and those in the next lower level to determine several backups for each senior
position. This is important because it often takes years of grooming to develop effective
senior managers. But the organization has not focus yet such a succession planning.
City Bank Limited has lack of manpower, so the existing employees are facing heavy
workload. For this reason they should recruit more employees to their team so the
employees can take some relief.
35. 35
Only the head office contains HR division and all the HR activities are controlled from
the head office, the HRD of City Bank should be decentralized also there HR is not
structured.
Training evaluation systems are not properly used or maintained. They have lack of
training program for their employee that’s why these problems happen. They should have
an effective training evaluation program for their employees, so that they can judge that
how useful the training was & what were the lacking’s that can also be sorted out.
The Board of Directors of the City Bank Limited has lots of problems. They have
appointed lots of their own people who are not eligible. These are creating lots of
problem in their internal environment. The maximum shareholders have also appointed
some of their family members in the board. These things are creating many gossips in the
market in the market, the reputation & performance of the bank is also getting harmed by
these things
37. 37
5.1 Recommendations:
Recommendation means to give suggestions about The City Bank ltd. On the basis of the
findings and analysis of the study, my recommendations are given below:
The Head of HRD of City Bank Ltd. should analyzed the modern HRM system, and
apply all the HRM function properly because the HRM policy serves as the corner-stone
of all human resource functions in an organization. Head of HRD should be given more
independence towards his work and the unwanted pressures should be taken away from
him.
Head of HRD should work more independently. He should be free of the unusual risks
that are putting a lot of mental burden towards him. The HRD should work independently
and they should be free of pressure from the Board & the others.
The Board of Directors should be more professional. There Board of Directors are
interfering in many issues which shouldn’t be there issues but they are intruding in the
policy making unwantedly.
The Board of Directors of the City Bank ltd should be reshuffled. They put many
unwanted pressures from them towards the bank, which becomes a mental burden for the
HR personnel.
City Bank ltd. should motivate their employees to take part in the banking diploma
program. They have very few employees with banking diploma, if they have more
banking diploma holder then it will become easy for the HR personnel to make a
succession plan.
Training should be formulated in consultation with the training division, the training
institute of City Bank ltd. should be developed more so that they can work more with the
mid-level and find out the problems.
The authority of the City Bank Limited should prepare a uniform performance appraisal
policy. Manager should avoid the biasness so that no biasedness occurs.
They should axe their outsource stuff policy, as they are creating many problems in the
organization and they are also becoming a burden to the bank.
38. 38
Make a good succession planning; they should target effective employees for the future
of the organization. Proper succession planning will create potential future leaders in the
individual departments.
The immense workload to the employees should be reduced; they should recruit
employees in need basis, as they have lack of employees.
The Human Resource Division’s control must be structured and it should also be within
good reach of the employees.
Arrange proper training for the employees. City Bank ltd. should organize more in-house
training for the employees and sent more employees to effective training programs.
Where the employees can develop their knowledge and skills.
After training the evaluation program should be conducted by HR, so that they can
evaluate the training program and its effectiveness.
39. 39
5.2 Conclusion:
The City Bank Limited is a bank that confirms the best service to the customers as well as to the
employees by Human Resource Division. The City Bank Limited is one of the fastest growing
Banks in Bangladesh. By working in HR Division the knowledge was learnt would be helpful
enough to sustain with the real organizational environment.
Banking business is an emerging concept from Bangladesh's point of view. Day-by-day, it is
getting popular in the middle class people. From very beginning The City Bank Limited has
successfully run their business with well reputation now they create their own interest on
capacity in banking business. The Banking business has a great prospect in Bangladesh.
So, the management of The City Bank Limited should give more concentration in this potential
sector with proper strategy, better marketing policy and satisfactory customer services. As I
working the Human Resource Management Department, while I end up with some observation
and based on these observation some recommendation have been given in this report. Hopefully
these recommendations will help to The City Bank Limited continue its progress.
