Chapter One

Introduction

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1.1 Introduction
In general sense we mean “Bank” as a financial institution that deals with money. There are
different types of banks like Central bank, Commercial bank, saving bank, Investment bank,
Merchant bank, Cooperative bank etc. But when we use the term bank it generally means
‘commercial bank’ that collects the deposit from surplus unit of the society and then lends the
deposits to the deficit units of the society.
The existence of banking sector is not a new matter, as its existence was long years ago. But
the new thing is that how it operates and presenting its activities for the purpose of serving
customer requirements to increase their wellbeing in the sense of wealth. Banks also provide
many services for clients to make easy their life in a busy environment. In this competitive
environment in today’s world, the entire bank increases their facilities in favour of their
customers to retain them and capture more share of the market to be leader. Interest is one of
the main factors in attracting customers and also one of the significant factors in increasing
extra income from providing loans besides other service income. So, it can be said that
conventional banking systems are interest-based system.
Without a reliable and erective selection mechanism, a business can never flourish, especially
in the present world market Economy, which is fiercely competitive. Usually after successful
completion of recruitment, selection, training and development process the new employee
must be developed to better fit the job and organization.
United Commercial Bank Ltd has an enriched and skilled Human Resource Division. HRD
through definite and Systematic selection procedure selects & trains up its manpower for
achieving its ultimate goal. This study is important because we find out the methods of
United Commercial Bank Ltd. can adopt and for training and development and some
recommendation for their better effect in future.
1.2 Origin of the Study
This report “Training and Development Procedure of United Commercial Bank of
Bangladesh Limited” is a requirement of MBA Internship Program and includes a practical
working experience at a branch office in the respective organization. The report has been
supervised by Rokeya Sultana, Manarat International University. The report contains intern’s
experience with the host organization and also has given an opportunity to know the host
organization and its business.
1.3 Rationale of the Study:
For any business background student only theoretical knowledge is not enough to face the
real world operations. So it is an important opportunity for the student to know about the field
of financial market operations of the business world. Internship program is the perfect way of
theoretical and practical knowledge.
I am proposing this topic because; the information on employee training of United
Commercial Bank Ltd is accessible for me from the Branch offices. As I want to be HR
professional in future so, I think the learning from this topic will provide me some real life
ideas and knowledge on designing a Training program infuture for the employees working in

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banking sectors. The proposed report will also help the Faculty of business administration to
have overall training report of an organization and the report can be shown to the HR students
so that they can gather idea from the report and enrich their knowledge with the practical
knowledge.

1.4 Objectives of the Study:

 To identify the Training and Development activities of United Commercial Bank
Limited.
 To analyse the effectiveness of training and development activities of United
Commercial Bank.
 To make some recommendations about the problem of training and development
activities of United Commercial Bank

1.5 Methodology of the Study:

In order to conduct such a study the report follows some specific methods. The report is
descriptive in nature. Data were collected from both primary and secondary sources. I have
gathered primary data by personal interview of executive of UCBL. Mainly I have discussed
with them verbally. To analyse the effectiveness of training and development activities of
UCBL. I make a questionnaire. The number of respondent is 10.

Primary data: Data were collected from Senior Executive Officer to Junior Officer of the
bank through questionnaire, from employees and other HR Materials.
 Practical desk work.
 Face to face conversation with the respective officers and clients.
 Personal observation.
 Relevant file study as provided by the officers concerned.
 Expert opinion
Secondary Data: were collected from various external sources like texts, internet and annual
report of the bank.
 Relevant paper and publication
 Relevant books and references

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1.6 Scope of the Study
As I was sent to United Commercial Bank Limited, the scope of the study is only limited due
to some restrictions. The report does not cover all the functions of Human Resource
Management of UCBL. Rather it discusses only the Training and Development procedure of
the bank. Since the branch office does not practice different and independent process,
Training and Development the present study deals with the said policy of the Head office of
the bank.

1.7 Limitations of the study:

The officers are very co-operative but they are too busy to give me time to get knowledge
about practical activities. Moreover, they have to deal in a very competitive environment
based on money related activities. I had to prepare this report alone. Every task has some
limitations. I faced some usual constraints during the course of my internship. These are as
follows:

 Short of time:
I had to complete this report writing within a shorter period of time. So the time
constraint of the study hindering the course of vast area and time for preparing a
report within the mentioned period is really difficult.

 Busy working environment:

The officials had some times been unable to provide information because of their
huge routine work.

 Lack of sufficient well informed officials:

Many officials of the branch are not well informed about different systems of United
Commercial bank. They know but less. I had to face much difficulty to collect this
information.

 Insufficient data:
Some desired information could not be collected due to confidentially of business this
report did not cover all the function of Human resources that followed in UCBL.

 Confidential Issues:
Human resource department maintains very much confidential about their activities
and internal information.

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 Chapter two
Overviews of United Commercial Bank

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2.1 Introduction:
United Commercial Bank Limited is a Bangladesh based private commercial bank that
provides banking services. The service include and retail banking, loans, credit cards, online
banking and money transfer services. It is sponsored by some dynamic and reputed
entrepreneurs and eminent industrialists of the country and also participated by the
government; UCB started its operation mid in 1983 and has since been able to establish one
of the largest networks of 139 branches among the first generation banks in the private sector.
UCBL is its firm commitment to the economic development of the country. The bank has
already made a distinct mark in the realm of private sector banking though personalized
service, innovative practices, dynamic approach and efficient management, the bank, aiming
to leading role in the economic activities of the country, is firmly engaged in the development
of trade, commerce and industry though a creative credit policy. At present UCBL is aiming
to play a leading role in the economic activates of the country, planning to establish more
sustainable business relations with large corporation group and overcome all its deficiencies
and give their competitors an edge.

2.2 History:
United Commercial Bank Limited is considering as one of the first generation bank of
Bangladesh. It was incorporated on 26th June as a public company with limited liability under
the companies Act 1993. It obtain permission to start business from 26thJune 1983 and started
banking operation on 29th June 1983 with authorized capital of taka 100 million divided into
1million ordinary shares of Tk. 100 each. (www.ucbl.com)

2.3 Functions
The functions of United Commercial Bank Limited are as follows:
 To maintain all types of deposit accounts with online facilities.
 To conduct foreign exchange business.
 To extend other banking services.
 To conduct social welfare activities.

2.4 Management
The Bank has in its Management a combination of highly skilled and eminent bankers of the
country of varied experience and expertise successfully led by Mr. Muhammad Ali, a
dynamic banker, as its Managing Director and well educated young, energetic and dedicated
officers working with missionary zeal for the growth and progress of the institution.
(www.ucbl.com)

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2.5 Profile of United Commercial Bank LTD.

Name of the Company United Commercial Bank Limited

Legal Form A public limited company incorporation in Bangladesh on

26th June 1983 under the act of 1994
Commencement of 27-Jun-83
Business
Head office Bulus Center
Plot- CWS- (A)-1 Road no- 34,
Gulshan Avenue, Dhaka- 1212
Telephone No. + 88-02-8852500

Fax no. + 88-02-8852500-6000+ 88-02-8852504

Website www.ucbl.com

Swift UCBL BDDH

Email info@ucbl.com

Chairman Mr. M. A. Hashem

Managing Director Mr. Muhammed Ali

No. of Branches 138

No. of ATM 100

No. of SME Centres 02

No. of Employee 3,374

Authorized Capital Tk. 15000 million

Paid up Capital Tk. 8633 million

Face Value per Share Tk. 10

2.6 Mission of UCBL

To offer financial solutions that create, manage and increase clients, shareholders &
employees and contributing to the national economy with social commitment.
(Annual Report–2013)

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2.7 Vision Statement of UCBL
United Commercial Bank Limited wants to be market leader in the local banks in
Bangladesh. Their target is to be the highest profitable bank in local banking sector
(Annual Report 2012-2013)

Vision for Future:

To become the market leader, UCBL is planning to take some initiatives very soon.
They are:
 UCBL is planning to increase their ATM booths by this year to expand their service
and serve their customer up to root level.
 They are planning to introduce core banking which will save time of their employees
and help them to serve their customer more quickly and hassle freeway.
 UCBL recognized the need for contribution in the society; therefore they are going to
contribute more in the CSR activities in the upcoming year.
 They are going to increase the amount of SME loan for the entrepreneurs. So that
could help social economy infrastructure to develop faster.
 UCBL emphasized on having efficient workforce to serve their customer in the best
way possible. In order to do that, UCBL is planning to increase the number of
employees to be sent for abroad for training purpose.
(Annual Report-2013)

2.8 Corporate Objectives:

 To make all the stakeholders happy and to make the entire banking process an
enjoyable experience for everyone.
 To be complaint with all the rules and regulation applicable in Bangladesh.
 To foster creativity, innovation and diversity with the view to sustainable
business growth.
 Continuous development without compromising needs of future generation.
 To ensure satisfaction of all the UCB’s customers though delivering services
with the implementation of world class IT infrastructure.
 To establish good governance.
 Ensuring effective risk management system within entire phases of activates.
 Focusing on corporate social responsibilities (CSR) in a responsible manner.
 To build & enhance brand image

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2.9 Product & Services:
UCBL delivered a broad range of financial services to its customer and corporate clients.
Banks are mainly dealing with similar kind of deposit accounts. But UCBL provides some
special kind of deposit scheme to attract their clients. Such as:

UCB DPS Plus:

In this scheme, customers are required to deposit a certain amount of money they can
withdraw after 5 years including the profit.
 Monthly installment starts from Tk. 500 to Tk. 25,000
 Customer can get 90% of deposit as a loan

UCB Earning Plus:

This is suppler for the customer than the UCB DPS Plus if they want to withdraw their
money after a shorter period. The duration of this scheme would be 3 or 5 years. Customer
can withdraw money from their account each one or three months along with the profit.
 Minimum Tk. 50,000 and maximum Tk. 50,00,000 is required to open
 Customer can get 90% of the deposit as loan
 Applicant should be at least 18 years old
 Older Citizens (55 years above) will get 25% interest more

UCB Multi-millionaire:
In this scheme, the duration would be five to fifteen years with different size of monthly
installment. When the account will be matured, customers can get ten lac to one crore taka
depending which category they chose.(www.ucbl.com)
 Monthly installment be Tk. 5,150 to Tk. to 60,000
 Customer can get 90% of the deposit as loan.

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 Chapter: 3
Internship Experience

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3.1 Internship Experience at United Commercial Bank Limited
Banks play an important role in the economy of the country. After liberation except the
foreign banks all banks were nationalized. These banks were merged and grouped into six
commercial banks. Of the total six commercial banks Uttara and Pubali were transferred to
private sector from 1985. Now there are four nationalized commercial banks namely Agrani,
Janata, Rupali, and UCBL. There are four specialized banks in our country. In addition to this
49 private commercial banks are in our country at present.

3.2 Description of the Internship:

During my internship I worked according to the following routine:

I spent 45 hours per week at work on internship project. I tried to participate directly or
indirectly in the daily operational activities of the branch.

3.3 Specific responsibilities of the Jobs:

As an intern, I have no specific job responsibility in the branch. I observed activities of

almost all departments. But I carry out some responsibilities also:

 In the general banking department, I helped the clients to fill up the account open
form.
 I gave information about different scheme of UCBL that are offered.
 I involved in Remittance section of this bank.
 I prepared some vouchers for the Import LIC.

These are some responsibilities that I carried in the Satarkul Branch.

3.4 Different aspect of job performance:

At first I started my internship from General Banking Department. I observed activities of

different sections, namely Account Opening section, Cheque Book Issue and Dispatch
section, Remittance Section, Clearing and Bills Section, Accounts Section, Cash Section.

Then I worked with Loan & Advance department. I got knowledge about various aspects of
loans. I also knew how the credit officer analyses credit proposal and disburse credit if
proposal is sound. I knew about different kinds of loan like secured, unsecured, hypo, pledge,
cash credit etc.

At the end I worked in Foreign Exchange department. In this department, I facilitated the
official for receiving and preparing the LIC (letter of Credit) document. I got knowledge
about LIC, PAD etc.
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3.5 Critical Observation:

This is a well-established statement that practical situations always differ from theoretical
explanation. During the internship programme almost all the desks I have been observed.
And I have found theory deviates from the practice more or less though time is not enough to
find out all the discrepancy between theory and practice.

Among all experiences some noticeable observations are described below:

 Customer service is not fast because of few computers in this branch.

 Processing of cheque and account open take long time. Sometimes it takes more than
an hour for processing.
 The bank personnel and officials are very busy with their occupational activities. So,
it is little difficult for them to complete their work in schedule time.
 There are few computers in this so the officials have to share the computers. It
slowdowns the work performance.
 UCBL takes long time to disburse the big loan.
 Information about old and new clients is not up to date.

Other than these, the officers were mostly courteous, friendly in nature and eager to help
despite the tremendous workload. As a private bank, CBL Bank is trying it’s best to extend
their service to the public.

3.6 Recommendation:

 Branch should intensify its quality of client services: Branch must be careful about
the quality of its service. To keep the customers in the branch, proper value should be
given to them while they are in the
 Add new features: UCBL should diversify its banking service and add new features
in its service so that it can attract customers from all groups.
 Information about client: It is important to keep close personal and extra friendly
relationship with client for obtaining first hand information, as early as possible.
 More power to branch manager: For reducing loan-processing time branch manager
should be given more power to sanction
 Proper training: Proper training must need to improve the efficiency of employees.
 Unique Product: UCBL should provide any unique service that can attract new
customer.
 Information system should be developed: Information system with in branch must
be all the branches must be online. So that it can communicate with other branches
very quickly.

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 Chapter 04
Training and Development activities of
UCBL

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4.1 Types of Training programs:

Generally, a bank conducts various types of training programs. UCBL also arranges some
training courses. Those are: training about general banking for newly appointed employees,
executive training, technical training, computer training, both in-house and oversees training,
etc.

4.2 Training methods followed by UCBL Bank:

Several methods can be used to satisfy on organization training needs and accomplish its
objectives.

The UCBL classified their training by two categories:

1. Non-Supervisory Training: Non-Supervisory Training is the training for worker and

operators of the company. Permanent and casual workers are included for these.

2. Supervisory Training: The training for the managerial employees is called supervisory
training. Different department’s officers and management trainee are included.

3. On the job training (OJT)—instructing employees in how to do a job while they are
working at it.

 Job rotation
 Employee Orientation
 Coaching
 Action learning
 Vestibule Learning

4. Off-the-Job training—Taking employees away from the Job for education that will
improve their Job performances.

 Case study method

 Lecture method
 Outside seminar
 Role playing
 Behaviour modelling
 Business game
 Sensitivity Training

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4.3 Rationale behind the Focuses on Training and Development in UCBL Bank:

UCBL Bank always tries to focus on training and Development in order to-

 Creating a pool of readily available and adequate replacements for personnel who
may leave or move up in the organization.
 Enhancing the company ability to adopt and use advance technology
 Building a more efficient, effective and highly motivated team, which enhances the
banks competitive position and improves employee morale.
 Ensuring adequate human resources for expansion into new programs. A well-
conceived training program can help a firm to succeed. UCBL Bank tries to make a
program, which is structured with the banks strategy and objectives and has a high
probability of improving productivity and other goals that are set in the training
mission.

4.4 Formulating a training strategy requires addressing a series of questions which is

identified by them-

 Who are the customers?

 Who are the competitors? How do they serve the market? What competitive
advantages does UCBL Bank enjoy? What parts of the market have UCBL Bank
ignored?
 What strengths does the company have? What weaknesses exist?
 What social changes are emerging that will affect the firm?
 How to face the threats?

By identifying the answers of this questions UCBL Bank develop a training program for their
employees (Executives, Operatives and Fresher) in order to get the desired output that make
them more adroit in the banking sector at the same time help to reach their desired goal.

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4.5 Current scenario of employee training of this branch:

Seri Level of Training Title of the Number Duration Traini

al training method course of ng
No. trainee Place
01 Senior Investment and Lecture, Group 01 2 working Head
Officer Merchant Discussion and days office
Banking Case Study
02 Senior Micro and Lecture, Group 01 3 working Head
Officer Small Discussion, Case days office
Enterprise Study and Project and
Financing Visit rural
office
03 Assistant Corporate Panel Discussion 01 2 working Head
General Governance and Formulation days office
Manager and Corporate of
Social Recommendation
Responsibility
04 Senior Appraisal and Lecture, Group 02 60 days Head
Officer Management Discussion and training office
of Working Case Study
Capital
Financing
05 Senior Management Lecture, Group 01 1 working Head
Principal of Non- Discussion, Case days office
Officer Performing Study, Panel
Loans and Discussion and
Recovery Formulation of
Strategies Recommendation
06 Principal Human Lecture, Group 01 2 working Head
Officer Resource Discussion and days office
Management Case Study
For Executives
Source: Attendance records and books from the branch

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4.6 Records of previous five years training of this branch:

UCBL offers the training opportunities of executive training, technical training, computer
training, both in-house and oversees training, etc. The following table shows the description
of department wise training of Gulshan Corporate Branch:

Year No. of Total Types of Place

participants duration of training
training
2008 02 30 days Computer Head office
training
2009 - - - Head office
2010 01 20 days Executive Head office
training
2011 03 45 days Oversees Head office
training
2012 02 30 days Technical Head office
training

4.7 Various facilities provided by UCBL training institutes

The following facilities are provided by the training institute of UCBL:

(a) Faculty: UCBL Training Institutes engaged in human resource development. Constant
effort is being given to develop and standardize the training with the demand of the age in
relation to banking and finance.

(b) Guest speakers: In training courses guest teachers are invited to share their thoughts of
banking.

(c) Hand-out: Topics incorporated in the course schedule are supported by materials like
binder, handouts synopsis etc.

(d) Training methods an aids: Disseminates knowledge by lectures, group discussion,

exercise, case study, multimedia presentation, overhead projector and job exposure.

(e) Class room: Class rooms are equipped with AC having comfortable seating arrangement
for participants.

(f) Computer lab: The institutions have a well equipped computer lab, with a view to
familiarize all officers with the modern computer activities.

(g) Food: During training time training institute will serve meals for five times (breakfast-tea
with refreshment-lunch-evening tea and dinner) daily.

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(h) Evaluation: To assess the effectiveness of the training, entry and terminal tests are to be
given by the participants. Evaluation is done to enrich speakers, faculty members and courses
as a whole.

4.8 Management Development Program (MDP) of UCBL:

In most of the company’s 37% of the training budgets go to Management Development and
learning program. But in UCBL Bank the budget is not sufficient compared to other
company. Though the existing development programs are satisfactory but if they invest more
in this regard, they will be more financially solvent to make effective executives. Because the
MDP often need to:

 To develop efficiency
 Remove managerial obsolescence
 Overcome technological obsolescence
 Conservation of resources
 Gain competitive advantage
 Make effective decision making
 Reserve Human Resources

The MDP is any attempt to improve current or future management performance by imparting
knowledge, changing attitude or increasing skill. So, to keep pace with the changing
environment there is no option for UCBL Bank other than MDP. So, they need to make
proper concentration on it.

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 Chapter: 5
Analysis and Findings

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5.1 Analysis
1. Training is very essential for conducting banking business.

Particular Respondent Percentage

Strongly Agree 6 60%
Agree 4 40%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

7
60%
6

5
40%
4
6
3
4
2

1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The above question states that training by United Commercial Bank Ltd. is
necessary. About all senior officers and Managers think that training is necessary.
Then about 60% strongly agree with this and about 40% are neutral. None of them
disagreed with the statement and very insignificant portion strongly think that training
is not sufficient. Most of the classes of employees had shown a positive response.

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2. Training in necessary in every year.

Particular Respondent Percentage

Strongly Agree 2 20%
Agree 7 70%
Neutral 1 10%
Disagree 0 0%
Strongly Disagree 0 0%

.
Graphical Presentation

8 70%
7
6
5
4 7
3
20%
2
2 10%
1 1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The above statement states that how much the employees are interested with their training in
every year. 10% of the respondents were neutral with the statement. Among them all classes
equally responded. 70% of the officers were agreed with the statement. Among them senior
officers & executive officers and principal officers were the major portion, the rest were
equally responsive. About 20% respondents strongly agreed with the statement

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3. Employees are Satisfied with their training system of United Commercial Bank.

Particular Respondent Percentage

Strongly Agree 5 50%
Agree 3 30%
Neutral 2 20%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

6
50%
5

4
30%
3
5
20%
2
3
2
1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states the satisfaction level of the employees according to the training quality.
30% of the respondents agreed that they were satisfied about the service quality while
training. About 20% officers Neutral with the statement. About 50% employees were
strongly satisfied.

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4. Employees are interesting about the training system of United Commercial Bank Ltd.

Particular Respondent Percentage

Strongly Agree 5 50%
Agree 3 30%
Neutral 2 20%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

6
50%
5

4
30%
3
5
2%
2
3
2
1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement shows the satisfaction level of the employees about their interest of training
provided by the bank. About 20% employees are neutral. 30% officers has agreed with the
system. About 50% officer strongly agreed with the system.

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5. The training system of United Commercial Bank ltd. can successfully train the newly
appointed employees.

Particular Respondent Percentage

Strongly Agree 4 40%
Agree 6 60%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

7
60%
6

5
40%
4
6
3
4
2

1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The above statement states that whether the employees are successfully trained or not. About
40% of the employees are satisfied and strongly agreed with the service .about 0% of the
officers are neutral with the quality of training system. 60% of the employees are satisfied
and agreed with the service.

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6. The lectures are easy to understand.

Particular Respondent Percentage

Strongly Agree 4 40%
Agree 4 40%
Neutral 1 10%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

4.5 40% 40%

4
3.5
3
2.5
4 4
2
1.5
10%
1
1
0.5
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states that if the lectures provided to trainee are easy to understand. About 10%
of the employees are neutral about their satisfaction level. 40% of the employees are satisfied
and agreed with the quality of lectures provided in the training courses. This includes of
managers and senior officers & of executive officers. About 40% employees are strongly
agreed with the quality of the lectures.

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7. You feel safe in your training institute.

Particular Respondent Percentage

Strongly Agree 1 10%
Agree 9 90%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

10 90%
9
8
7
6
5 9
4
3
2
10%
1 1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states that whether the employees are secured in the training institutes. It
shows the satisfaction level of the employees about their security provided by the bank.
About 90% of the officers are satisfied and agreed with the statement. About 10% of the
officers are strongly satisfied with the statement. Most of the employees are neutral about
their security in the training institutes.

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8. When you have a problem, United Commercial Bank Ltd. authority shows sincere
interest in solving it.

Particular Respondent Percentage

Strongly Agree 2 20%
Agree 5 50%
Neutral 3 30%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

6
50%
5

4
30%
3
5
20%
2
3
2
1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states that whether the bank’s authority shows sincerity in solving any problem
faced by the trainees or new employees. And what the level satisfaction regarding the service
is. About 50% managers are satisfied and agreed with the sincerity. 30% officers are neutral
with the statement. 20% of the managers are strongly satisfied with the sincerity provided by
the bank.

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9. United Commercial Bank Ltd. is providing all services that you require.

Particular Respondent Percentage

Strongly Agree 1 10%
Agree 8 80%
Neutral 1 10%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

9 80%
8
7
6
5
8
4
3
2
10% 10%
1 1 1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states whether the bank provides all the services that are needed to the trainees.
About 10% officers are neutral about the range services. 80% officers are satisfied and agreed
with the range of services. About 10% executive officers are strongly satisfied with the range
services. Most of the employees are satisfied.

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10. The internal environment of United Commercial Bank Ltd. training institutes is
visually attractive.

Particular Respondent Percentage

Strongly Agree 6 60%
Agree 4 40%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

7
60%
6

5
40%
4
6
3
4
2

1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement state about the internal environment of UCBL training institutes. This means
how the trainees are satisfied with the internal decoration of the bank. Almost all of the
employees are neutral in their opinion with the internal decoration of the training institutes.
40% of the employees are satisfied with the environment. 60% managers are strongly
satisfied with the internal environment.

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11. Materials associated with the service are easily understandable and visually
attractive.

Particular Respondent Percentage

Strongly Agree 3 30%
Agree 7 70%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

8 70%
7
6
5
4 7
30%
3
2 3
1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement shows that how easily the materials associated with the training are
understandable and are visually attractive. And what the satisfaction level of employees
regarding this is. Most of the employees are neutral with the service quality. About 70%
employees are satisfied with the service quality. 30% of the employees are strongly satisfied.

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12. You get IT based training from this bank.

Particular Respondent Percentage

Strongly Agree 0 0%
Agree 8 80%
Neutral 2 20%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

9 80%
8
7
6
5
8
4
3
20%
2
2
1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement refers that how much the bank is providing IT based training to its employees.
And the graph shows the satisfaction level of its employees regarding this service. Most of
the employees are agreed with the statement. 80% are agreed with the statement. About 20%
of customers are neutral about the service quality.

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13. It is an important criterion for employee development.

Particular Respondent Percentage

Strongly Agree 8 80%
Agree 2 20%
Neutral 0 0%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

9 80%
8
7
6
5
8
4
3
20%
2
2
1
0%
0 0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement states whether the training system of the bank is offering an important criterion
for the employee development. And the graph shows the employees responses indicating
their satisfaction level regarding this service of the bank. About 20% of them are satisfied.
About 80% of the employees are strongly satisfied.

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14. You feel a better improvement of yourself.

Particular Respondent Percentage

Strongly Agree 3 30%
Agree 6 60%
Neutral 1 10%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

7
60%
6

4
30% 6
3

2 3
10%
1 1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement shows if the employees are feeling improvement in themselves. The graph
shows the employees perception level about this service. About 10% employees are neutral
regarding this statement. 60% employees are satisfied with the statement. About 30%
employees are strongly satisfied with the statement.

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15. United Commercial Bank Ltd. employees treat with you in a good manner.

Particular Respondent Percentage

Strongly Agree 2 20%
Agree 7 70%
Neutral 1 10%
Disagree 0 0%
Strongly Disagree 0 0%

Graphical Presentation

8 70%
7
6
5
4 7
3
20%
2
2 10%
1 1
0%
0 0%
0
0
Strongly Agree Agree Neutral Disigree Strongly
Disagree

Respondent Percentage Column1

The statement shows how the employees of the bank treat with the trainees. And the graph
shows the level of trainees’ perception regarding the statement. About 10% employees are
neutral regarding the statement. 70% trainees are satisfied with the manner of the bank
employees. And 20% are strongly satisfied with the manner of the bank employees.

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5.2 Findings

 UCBL is now using training and development as an incentive to retain and motivate
their employees and executives. This bank arranges the necessary training for
enhancing the skills and knowledge to keep pace with the technological change and
customer service.
 There is no particular process routinely followed by UCBL for identifying the
deficiencies in performance level and skill before providing the training program.
 In UCBL the budget of Management Development Program (MDP) is not adequate.
 Training method are not enough clarified and structured.
 In UCBL Bank Ltd, the Notification of training is not given to the nominated
employees by the HR manager. For this the trainee does not able to get proper idea
about the training.
 UCBL doesn’t provide proper concentration on before and after training assessment.
 In UCBL, the employees and executives are very much satisfied with the trainers of
different training program.
 The training environment of UCBL is quite satisfactory that most of the executives
satisfied with their existing environment.
 UCBL is much conscious about allocating the budget in employee training and
development program.

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 Chapter: 6
Conclusion and Recommendation

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6.1 Conclusion

Lots of new commercial banks have been established in last few years and these banks have
made this sector very competitive UCBL setting new standards in the Banking sector in the
time of turbulent economic conditions. From the very inception it plays a vital role in the
national economy. To keep pace with the motto, they provide proper attention on every
department including the Human Resources Department and an important function of this HR
Department is Training and Development. Banking sectors no more depends on a traditional
method of banking. In this competitive world, this sector has trenched its wings wide enough
to cover any kind of financial service anywhere in this world. This report has tried to present
the HR practices in UCBL in comparison to its closest competitor in the same industry. From
the analysis I found the Training and Development system is a very satisfactory one. In the
time of my internship, I got the support as per my demand for attaining this knowledge and to
get proper information about my topic that is Training and Development program of UCBL
From the phase of need assessment to evaluation of training, UCBL tries to provide proper
attention to enrich their employee’s skill for reaching in their desired goal. With the help of
training and development programs, organization can improve its productivity and efficiency
level to an utmost position. Despite few of problems in training and development section in
United commercial bank Ltd. It improving its employee and executive skill to reach the
summit.

6.2 Recommendations

 The Human Resource Division of UCBL needs to be more rigid in conducting the
need assessment and has to make it obligatory.
 Training method should be more clarified and structured. Different types of training
method may be introduced. Such as- vestibule school, special courses.
 UCBL has to provide proper concentration on before and after training assessment by
an effective use of pre-post training performance method.
 For developing executive different types of development program may be
introducing for further improvements.
 The trainer may be qualified with various types of training method and techniques.
 The trainers of UCBL must provide expert advice to HRD, usually about the
importance of the training program and how to make the training program more
effective.
 Time schedule of the training and development program may be arranged properly.

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REFERENCES

 Annual Report of UCBL, 2015-16, 2016-17.

 American Society for Training & Development. (2008). State of the Industry Report.
 Training Transfer.” Journal of European Industrial Training. 34 (7), 656-672.
 Birren, F. (1961). Color Psychology and Color Therapy: A Factual Study On The
Influence Of Color On Human Life. New Hyde Park: New York: University Books.
 Blume, B., Ford, J., Baldwin, and T., Huang, J. (2010). “Transfer of Training: A
Meta-Analytic Review.” Journal of Management. 36, (4), 1065-1105.
 Brown, T., and Warren, A. (2009). “Distal Goal and Proximal Goal Transfer of
Training Interventions in an Executive Education Program.” Human Resource
Development Quarterly. 20, (3), 265-284.
 Brown, T., and McCracken, M. (2009). “Building Bridges To Understanding: How
Barriers To Training Participation Become Barriers To Training Transfer.” Journal of
European Industrial Training. 33 (6), 492-512.
 Burke, L. and H. Hutchins. (2007, September). “Training Transfer: An Integrative
Literature Review.” Human Resource Development Review, 263-296.

Website
 http://www.ucbl.com/
 http://www.investopedia.com
 http://www.bangladesh-bank.org

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 Questionnaire

This survey is being conducted to determine the training and development

system of United Commercial Bank Ltd. Participation in this survey is
completely voluntary. Participant are to be ensure that, your valuable
information will be used for only academic purposes and you can rest assured
that all your given information will be kept strictly confidential. Please try to fill
in the entire questionnaire.

Personal Information: (optional)

Name of employee:
Sex: □ Male □ Female.
Designation:
E-mail:

Please tick (√) the best answer as per your opinion

QUESTIONS

5 4 3 2 1
Strongly Agree Neutral Disagree Strongly
Agree Disagree

1. Training is very essential for conducting

banking business.

2. Training is necessary in every year.

4. Employees are interesting about the training

system of United Commercial Bank Limited.
5. The training system of United Commercial
Bank Limited. can successfully train the newly
appointed employees.

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6. The lectures are easy to understand.

7. You feel safe in your training institute.

8. When you have a problem, UCBL's authority

shows sincere interest in solving it.

9. United Commercial Bank Limited. is

providing all services that you require.

10. The internal environment of UCBL training

institutes is visually attractive.

11. Materials associated with the service are

easily understandable and visually attractive.

12. You get IT based training from this bank.

13. It is an important criterion for employee

development.

14. You feel a better improvement of yourself.

15. UCBL's employees treat with you in a good

manner.

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