TRAINING PROGRAM FOR THE SUPERVISORS OF PREMIER BANK LIMITED

Introducing a new online based banking system to the supervisors of different branches of the bank

Training Program For the supervisors of Premier Bank Limited

Introducing a new online based banking system to the supervisors of different branches of the bank
Prepared for: Mohammed Masum Billah Assistant Professor, Faculty of Business, Northern University Bangladesh
Prepared by: Umme Hajera BBA 080102490 Sajib Kar BBA 080102548 Md. Shafiul Alam Chowdhury BBA 080102575 Maksud Alam BBA 080102603 Rajuana Sultana BBA 080102605 Section A Fall 2010 Business Administration, Northern University Bangladesh

Date of Submission: December 5, 2010

December 5, 2010 Mohammed Masum Billah Assistant Professor, Faculty of Business, Northern University Bangladesh Dhanmondi, Dhaka. Subject: Letter of Transmittal. Dear Sir, We are pleased to submit the training program design for 25 Supervisors of Premier Bank Limited on the new web based software named "Ultimus" as a requirement for fulfillment of the course Training and Development (HRM 4102). This report has been tried best to design the training program. We wish the methods that have been used in this report would provide a clear picture about the training program designed for the supervisors. We will be very glad if the report can serve its actual purpose and we are ready to explain anything to you if you feel necessary. Sincerely Yours, Umme Hajera BBA 080102490 Sajib Kar BBA 080102548 Md. Shafiul Alam Chowdhury BBA 080102575 Maksud Alam BBA 080102603 Rajuana Sultana BBA 080102605
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ACKNOWLEDGEMENTS
Expressing one's appreciation should never be a meaningless task but, rather, a moment filled with heartfelt sincerity. We have been throughout the topic, and especially during the stages of designing the training program, fortunate to have been surrounded by individuals who have supported us on multiple levels. We also used lot of information from different websites, books, and from reports. We would be remiss if we did not express our gratitude to each of them. We would like to express our deepest gratitude to Allah for everything He has done to us. Then, thanks towards Mohammed Masum Billah who encouraged our interest in this training design. In addition to the support he gave us personally and academically. We also give thanks to the authority of Northern University Bangladesh for offering us such a good environment of education where we are not only learning but also expressing our feelings and expanding our knowledge through different types of assignments, practical works and researches. Again we would like to thank the Premier Bank Limited authority and the responsible persons of their training center to help us by providing different information. Last but not least, we must send my deepest gratitude to our parents who never cease to inspire us.

Umme Hajera BBA 080102490 Sajib Kar BBA 080102548 Md. Shafiul Alam Chowdhury BBA 080102575 Maksud Alam BBA 080102603 Rajuana Sultana BBA 080102605

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Executive Summery
Premier Bangladesh Limited, being one of the fast growing private commercial bank in Bangladesh needs different types of development. The bank has already introduced itself as a prominent bank in Bangladesh. To keep the bank up-to-date with the change of demand and technology, the bank arranges different types training and development steps for its employees. Recently the bank has introduced a new online based banking system named Ultimus. But as it will cover around all types of banking activities including transactions, loan payment, account statement, reports etc. the employees need to know how to use the software. And again to supervise the employees to use the software some supervisors are needed to be trained. Here we have discussed the total training design. The total training process is designed to be continued for two days. In the first day the supervisors will learn basics of how to use the software, and on the second day the supervisors will go to advanced level of the software and will attend some roleplaying and tests. And at last they will be taught how to supervise the subordinates and help the colleagues to use the software. Total needed cost regarding the training program is Tk. 3,10,000. The entire program will be run under strong supervision of the higher authority and specially trained IT specialists.

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Table of Contents
Executive Summery 1. Background of the Company 1.1 About the bank 1.2 Values 1.3 Vision 1.4 Mission 1.5 Priorities The Training Program 2.1 Objective of the Training 2.2 Methods to follow 2.3 Time Allocation and Placement of the Training 2.4 Projected Cost for the Training 2.5 Curriculum Designing 2.6 Evaluation of Training Conclusion Recommendations Bibliography III 1 1 1 2 2 2 4 4 4 5 5 6 7 8 9 10

List of Tables
Time Schedule for the Training Program Projected Costing for the Training Program 5 6

1.0 Background of the Company

1.1 ABOUT THE BANK: The Premier Bank Limited is incorporated in Bangladesh as banking company on June 10, 1999 under Companies Act.1994. Bangladesh Bank, the central bank of Bangladesh, issued banking license on June 17, 1999 under Banking Companies Act.1991. The Head Office of The Premier Bank Limited is located at Banani, one of the fast growing commercial and business areas of Dhaka city. 1.2 VALUES: Service First: For us 'Service First' is not just an abstraction; we do mean it. It holds a prime and central focus in our operation. We believe, discharge of quick & quality service is the hallmark for banking standard. Easier Banking: We have make day-to-day banking easier than ever through state of the art facilities. We tend to create a congenial atmosphere for our customers to feel free and go easy with banking. We divide our clientage into least possible individuals to impart the best attention, and we tailor made our services to meet special needs. Better Relationship: As we form bondage with our valued clients, so we develop it into a sustainable end. A good understanding with them, while carrying out business transactions, helps us perceive their goals and thus, enable us to respond pro-actively to their financial needs. Assured Confidentiality: Since we deal in business in the form of financial loss or gain, our solemn promise remains intact with interest of our clients so much so that all banking transactions are done in a confidential & professional manner. Good Corporate Governance: The board of bank ensures that high ethical standards are established across the Bank and regularly reviews the Bank's compliance with Central Bank. The board recognizes good corporate

governance practice a vital ingredient in the creation of substantial shareholders value and protecting the interests of all stakeholders.

 Corporate Citizenship: We are compliant Bank and we pay due taxes. We are going green to protect our planet from environmental hazards. We are eager to inspire eco-friendly investment. We are an abiding citizen in terms of all laws, rules, norms, sentiments and values of the land. 1.3 VISION: The Bank has clear vision towards its ultimate destiny - to be the best amongst the top financial institutions. 1.4 MISSIONS: To be the most caring and customer friendly provider of financial services, creating opportunities for more people in more places. To ensure stability and sound growth whilst enhancing the value of shareholders investments. To aggressively adopt technology at all levels of operations to improve efficiency and reduce cost per transaction. To ensure a high level of transparency and ethical standards in all business transacted by the Bank. To provide congenial atmosphere which will attract competent work force who will be proud and eager to work for the Bank. To be socially responsible and strive to uplift the quality of life by making effective contribution to national development. 1.5 PRIORITIES: We want to be the best bank in Bangladesh We want to deliver services of high standard so that we become "A Bank by Choice" We want our asset quality to be the best in industry with Non Performing Loans (NPL) below 1%. We want a high degree of credit quality so that selling or recalling a loan is left to our discretion. We want our financials and ratios to be strong and better than industry standard with Return On Assets (ROA) not less than 2% and Return On Equity (ROE) not less than 50% on net income basis.
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 We want our staff to understand customers' need and offer the best solution in the market. We want them fully conversant with the rules and regulations relevant to banking reading books and browsing internet. We want to a fully compliant bank in line with guidelines of Bangladesh Bank and other regulatory bodies. We want Basel-II fully implemented. We want to be rated as one or strong under CAMELS rating We want to be the bank that is respected and adored by our regulators and peers in the banking sector We want to be a bank where people are happy and satisfied to work and can build a career of their liking.

We want to create more values for our shareholders with a good return on their investment.

2.0 The Training Program

2.1 OBJECTIVE OF THE TRAINING: The bank is going to introduce a new online based software named Ultimas. The main objective of the training program is to create some supervisors who can later supervise the cash officers and other employees of different branches to use the software. After attending the training the trainees should be: 1. able to use the software 2. able to supervise others 3. able to solve simple problems

After the employees are trained it will help them to serve the customers easily and more efficiently. They can communicate with the main server and can take different decisions easily. It is expected that the supervisors will be able to work with the software and supervise others to use the software when the server and other components are working properly. And when the supervisors will be able to work with the software, it will be considered that the training outcome was satisfactory.

2.2 METHODS TO FOLLOW: The whole training process will be followed the Computer Based Training. As the training is to train the trainees about a particular software, so the computer based training method would be the best solution. Here the trainers will train the trainees how to operate the software. For different reasons some interactive multimedia system will be used too. Here is a short list of the equipment and training tools that will be used in the program: 1. Computers 2. Internet connection 3. Multimedia Projectors 4. Sound system 5. White Board and markers 6. Note Pads

2.3 TIME ALLOCATION AND PLACEMENT OF THE TRAINING: The training will be a two day long program. There will be 25 trainees attending the training program. The program will be on the company time. The training program will be taken place in the training center of the bank located at Iqbal Tower. The time schedule for the program will be as follows: Time Orientation Goal Who Is Responsible DAY ONE 8:00am Greetings, welcome and introduction of HR Division the trainers and trainees Director for Area 8:15am 9:00am Welcome Video from CEO HR Division Director 9:00am 11:00am Tour with Introduction of Key Personnel HR Division Director 11:00am 12:00pm Video on Company Benefits HR Division Director 12:00pm 1:00pm Lunch Immediate Supervisor 1:00pm 2:00pm Introduction to the new software and IT Trainer how it works 2:00pm 4:00pm Basics of the software, how to operate IT Trainer the software as a cash officer 4:00pm- 4:30pm Debrief and Questions IT Trainer DAY TWO 8:00am Greetings HR Division Director 8:15am 8:30am Revision of the previous session IT Trainer 8:30am 11:30am How to use the software as an IT Trainer administrator and supervisor 11:30am 12:30pm Lunch Immediate Supervisor 12:30pm 1:30 Working with demo problems IT Trainer 1:30pm 2:30pm Role playing as an supervisor Co-Workers 2:30pm 3:00pm Evaluation Test IT Trainer 3:00pm-3:30pm Q& A with Supervisor (complete Immediate orientation check list) Supervisor 3:30pm 4:30pm Final Q&A with HR and completing HR Division paperwork Director

2.4 PROJECTED COST FOR TRAINING: A training program involves three different types of cost, Development Costs, Direct Costs and Indirect Costs. This training program also involves these three types of costs.

As the training will be in the banks own training center, just the possible costs involved with the other equipment's are calculated here. Projected costs involved in this training program: Particulars Development costs: a. Two days directors times b. Two days of trainers time c. Materials design Direct costs: a. Two days of trainer cost at b. Training facilities rental for two days (opportunity cost) c. Refreshment costs at Indirect costs: a. Two days trainer presentation at b. One day administration preparation at c. Evaluation costs at

Taka 2,00,000/= 40,000/= 30,000/=

Taka

2,70,000/= 10,000/= 5,000/= 10, 000/= 25,000/=

5,000/= 5,000/= 5,000/= 15,000/= 3,10,000/=

Total

2.5 CURRICULUM DESIGNING: The whole training process will be following the help guide provided by the organization that made the software i.e. Ultimus. The training will include brief about how the software works, facilities, new features etc. Then it will describe the role of different types of user accounts including customers account, bank cash officer account and supervisors account. Training for accessing administrator account will not be provided to the supervisors. Again the IT specialists will train the supervisors about Frequently Asked Questions (FAQ), and frequent faced problems. The training process will include some demo problem solving, working in a team, role playing etc. The training end evaluation test will help the authority to know how much the training was able to reach to the supervisors. But the performance after the training must be observed.

2.6 EVALUATION OF TRAINING: Though there is a debate if it is required to evaluate the training program or not. But in this instance it is decided that there will be an evaluation test based on the training, as some more branches supervisors are yet to train. If this training method works fine, the authority will be able to decide about the next training program. If any problem found there will be some options to bring change in the training.

Conclusion
The total training process that mentioned has been shown in the body part will help the Premier Bank Limited to train their 25 supervisors of different branches. Again it will help them to take decision for the future training for the other supervisors. The IT department would also get a chance to meet the supervisors of different branches, and thus it will create more effective communication between the IT department with different branches. Here after the training the people of IT department will have a clear concept about the supervisors ability of computer uses, and it will help them in developing further software or system. As Ultimus is totally a new software to the bank and the employees are unaware of its features, the training if successful, will help them to know the system and use its facilities

Recommendations
Here are some recommendations for the authority that they should keep in mind before and after the training: 1. The trainees should have some knowledge about computer (e.g. web browsing, computer operating etc.) 2. Emphasizing on the fact rather than theory. 3. Feedback should be maintained with a higher priority. 4. Should also try to arrange training programs for the bank cash officers. 5. The bank must provide manuals to the employees and to the supervisors 6. Bank should try to encourage the IT department find out the problems of the system in a continuous basis and update if any problem found 7. The bank should encourage the employees to share their knowledge with others. 8. The bank must keep them up-to-date with the technology, but must train the employees in accordance.

Bibliography
1. Annual Report 2009, Premier Bank Limited. 2. John E. Jones, Chris W. Chen, " New Supervisor Training", Elsevier, 2006. 3. About us Premier Bank Ltd. December 3, 2010 <www.premierbankltd.com/html/about_us.php> 4. Press Release Premier Bank December 3, 2010 < http://www.premierbankltd.com/html/press_releases.php>

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