term paper on citycell

Term Paper OnTraining & Development process on

CITYCELL

Prepared forAyesha Binte Safiullah

Lecturer of Human Resource Management Course Code: HRM 363

School of Business (UITS)

Prepared by MD. Arefin Nafiz.……………….10510507

MD. Akther Sayed…………... 10510508 MD. Rabiul Karim………………11310357 MD. Sohel Rana………………..10320704 Foisal Ahmed……………………10310622

Submission DateDate: 23TH April, 2012

School of businessUniversity of Information Technology & Sciences

(Baridhara campus)Dhaka Bangladesh

Letter of Transmittal

www.AssignmentPoint.com

23th April, 2012 Ayesha Binte Safiullah

Assignment Professor

University of Information, Technology & Science (UITS)

Subject: Application for acceptance of the report assignment.

Dear Sir,

It is matter of pleasure & honor for us to have the opportunity to submit our report

on “Human Resource Management” as it is a part of our BBA course.

During this period of studies, we have tried to put forth our best effect to make this

paper a comprehensive one. Still this is not free from any shortcoming due to our

limited knowledge. Nevertheless we tried our best to make this report a complete

one.

All our efforts will be fulfilled if this report is able to clarify and all the requirements,

which was assignment to us.

We would therefore like to submit this report to you and hope that would show your

kindness by accepting this report to you and hope that you would show your

kindness by accepting this report. We would also like to thank you for your kind

consideration.

Sincerely yours,

Md. Akther Sayed (group leader)……….. 1051050


Acknowledgement

All praises are for Allah Almighty that has bestowed upon human being the crown of creation and has endowed him with knowledge and wisdom. After Allah, the last Prophet Mohammad (PBUH) Who brought for us revelation and unlimited knowledge and civilized the barbarian human being.

I am very thank full to Allah Almighty who gave me the courage to complete this complex task and to my ever caring and loving parents whose prayers helped me to reach this stage of my life.

We have prepared our group project on: “Training & Development Process of CITYCELL”

It was really a nice experience for us to do the project on above topic. While preparing the project lots of people helped us on various occasions. Among these people our classmates, course instructor, teaching assistant are mentionable. In this regard, we would like to give our special thanks to our course instructor Lecturer Ayesha Binte Safiullah, School of Business, University of Information Technology & Sciences.

We are also grateful to our friend and the people who helped us a lot in doing this project. Special thanks, gratefully and lovingly offered to our parents, for their overall steadfast and loyal support during the preparation of this project. Finally, our gratitude along with thanks goes to The Almighty for keeping everything on right track.

We want to talk about our limitations that we had to accept during the completion of this project. However, we believe that we have tried our best to make this project more reliable and acceptable.

Sincerely,Md. Akther Sayed………….....10510508Md. Arefin Nafiz………………..10510507MD. Rabiul Karim………………11310357MD. Sohel Rana………………..10320704Foisal Ahmed……………………10310622


Department of School of BusinessUniversity of Information Technology & Sciences

Executive summery

As a part of academic requirement and completion of BBA program, I have been

assigned to complete the report on “Training & Development process of CITYCELL”

under the guidance of Ayesha Binte Safiullah

“Training & Development process” these are a segment of human resource process;

As such I have selected those topics to make it clear. I have divided this report in

some sub segments. As a young intern in a reputed telecom company like

“CITYCELL” I have tried my best to go through their Human Resource process within

little tenure of some days.

The training program of the CITYCELL is a vital link in the process of converting the

recruit into productive representatives. The money, which is spent on recruiting and

selecting people, may be wasted if their selection is not followed up with the proper

training programs. Additionally, experienced reps may not improve or even

maintain their productivity if they are not provided with an adequate amount of

continual training. So the purpose of training in the CITYCELL is to relate and

improve the specific performance related skills, attitudes, perception and behaviors

require people’s success with the state of readiness of the force.


Brief Content

Letter of Transmittal i Acknowledgement ii Executive Summary iiChapter – 1

Introduction 05Origin of the Report

05Objectives 05Scope of the report 06Limitation 06Methods of Collecting the data 06

Chapter – 2 (Company overview)

About Citycell company 07Moral strength & business ethics 07Key features 08Customer care 08

Chapter – 3 (Training & development Process)

Training Program in Citycell 09Why CITYCELL train their employees

09How the training process is conducted

10Supervision of Training by CITYCELL (HR) department 11Trainee evaluation 14Development program in Citycell 15Why the development is needed for employees 15Development Process in Citycell 16

Chapter – 4 (Findings) Findings

17

Chapter – 5 (Recommendations & Conclusion)


Recommendations 18 Conclusion 19

Chapter – 5 (Bibliography) Bibliography 20

Chapter – 01

Introduction

CITYCELL is the good company of telecom services, they always want to serve their

best. That is why, they have very strong and effective training department to train

the best training to their employees. At CITYCELL the top-level management

believes that their primary competitive advantage comes from their employees. In

the ever-changing mobile industry, all of they must continuously upgrade their skills

and knowledge in order to maintain this competitive advantage. Their training

programs are based on the job natures and the performance of the employees.

Their goal is to attract, retain and motivate the very best and to do that they

support training, development and business education.

Origin of the report

This report was assigned to us by course instructor of “Human Resource

Management” department of BBA University of Information, Technology & Science,

at early in the semester and proposed to submit on 19 th December, 2011. It is given

to know the real life situation in so that we can increase our knowledge

simultaneously beside the theory in the book.

Objectives

Primary objective: The primary objective of this project is to learn about the

training and Development process of the CITYCELL mobile company.

Report objective:

• To give detailed information about training and development process of the

company.


• To focus on the major activities of training and development process and under

which division these work.

• Show how this activities relate with the organization overall strategy and

objective.

• To know how affectively these activity work for the company.

• To focus on the extent and nature of any formal evaluation of the activity’s

effectiveness.

Scope of the report

The report covers the different aspect and activities etc that are required to gather

knowledge about “Training & Development process”. The researcher’s own

judgment and also from the internet. The finding is strictly structure upon

information provided by these sources and some. The focus hare is on presentation

of facts as discovered.

Limitation

Lack of time for preparing the report.

We cannot give the full concentration in this report because of some other report.

Related person’s unwilling to provide information in interview.

Methods of collecting the data

Identification of Business

Survey and Observations

Analysis of the Information

Put all together to prepare the report


Chapter – 02

Company Overview

About CITYCELL Company

CITYCELL (Pacific Bangladesh Telecom Limited) is Bangladesh’s and South Asia’s

pioneering mobile communications company in the country. CITYCELL is a

customer-driven organization whose mission is to deliver the latest in advanced

telecommunication services to Bangladesh. The company offers a full array of

mobile services for consumers and businesses that are focused on the unique needs

of the Bangladeshi community. CITYCELL’s growth strategy is to integrate superior

customer service, highest standards of technology and a choice of packages at

affordable rates. CITYCELL is focused on innovation and creating new ways for

customers to stay in touch and to do business. CITYCELL is offering a wide range of

competitive pre-paid and post-paid mobile packages. The company operates a 24-

hour call centre with well trained operators to respond to customer queries.

CITYCELL’s customer services are open 7 days a week to ensure customers can

access CITYCELL at any convenient time.


Moral Strength & Business Ethics

Innovation is the only way of enhancing efficiency and minimizing cost. Compromise

with quality is never an option. Everything comes from Mother Nature and goes

back to her. The company believes this and respect nature. All products of the

company are radiation free and it maintains utmost caution during production,

packaging and distribution to minimize imbalance in nature. 100% compliant with

labor law and human right codes. The company holds no discrimination against

gender, disabilities and orientations

Key features

1. Simplest mobile package in the market

2. Best FnF call rates to other operators

3. Attractive call rates to CITYCELL numbers

4. Competitive call rates to other operators

5. Supports high speed wireless data

6. Full access to all Value Added Services (VAS) such as Hello Tunes etc

7. BTCL and ISD incoming and outgoing facility

Customer Care

CITYCELL Online Self Care

As a CITYCELL post-paid customer, CITYCELL Online Self Care service gives you the

opportunity to view bill history, current bill status, and payment record.


Chapter – 03

TRANING & DELELOPMENT PROCEDURE OF CITYCELL

Department supervisor gives the new recruiter some orientation about the

department’s job procedures, and make him or her familiar with the working

environment (the other six days).

Training programs in CITYCELL

Training process is the most important for the company to achieve their goal

properly. So the company follow some steps or process which very effective to

increase knowledge and performance of the employees in the company.

Why CITYCELL train their employees?

Primarily, the importance of training stems from the rapid change in the

environment. As a developing country, people, in general, are not very aware about

the technological changes that are taking place.


Training basically seeks to take human inputs recruited or even existing employees

and turn them into productive part of the company. Training programs should be

taken as a continual, ongoing process, which improves the scenario in different

dimensions such as:

1. Training process is conducted to provide the fresher the basic knowledge which is

required to perform their specific job perfectly.

2. To implement the basic knowledge, CITYCELL provides practice session for the

new employees. CITYCELL believes on the more practice the more perfect

employee. That’s why they prefer more the practice session.

3. Training provides the people with better improved knowledge, working habits,

working techniques which are essential part to achieve both employee and

company satisfaction and thus retaining them in the long run.

4. Training programs also help trainee to develop positive attitude about

themselves and company as a whole. Therefore, training works as one of the most

vital weapons to achieve overall, long- run goals of an organization.

How the training process is conducted?

CITYCELL uses different training technique depending on the training content,

purpose of the training program, participants of the program as well as time

required for the completion of the training. The training program of CITYCELL is

conducted before sending the entry level employees to the workstation. The

training need of each employee is analyzed through two processes:

TNA: Training Need Analysis

SGA: Skill Gap Analysis

The results of these two processes measures how much training each employee

needs The Training Process: There are three types of training process:

1. In-house training: This training is provided through the vendors. Employee

supervisors or line managers provide a coaching for the new employees. In

coaching, lectures are delivered to provide knowledge related to the specific jobs. A


lecture is the best way to present a basic outline of a subject in a shorter time to a

larger number of trainees than any of the other techniques. FOR example, when

information about CITYCELL’S products, new services, and new findings in the

research and company information, market condition is to be given to the trainees

then the training department adopts lectures. With this technique, a trainer can

handle a higher number of participants and give greater volume of information

within a short time period.

2. Foreign training: To implement new technology CITYCELL have to train their

new employees from foreign countries. They have arranged for international

training for their employees according their performance .In this case the employee

has to sign a Bond assuring the company that he will not leave company next few

years. This duration varies based on the training. Employees are mainly sent to

Malaysia for this higher training. The cost of relocations, the whole expense of food

and housing are providing by CITYCELL Company as long as they are in the abroad

for training.

3. Job rotation: CITYCELL provide job rotation to the entry-level employees. In this

process they don’t send their employee of one department to another department

for training. What they do is that they just send employee of one branch to another

or one region to another.

4. Discussion: In CITYCELL, when any new system is launched or when there is any

need for changing the technique or policies, discussion is used as a training method

where both the trainer and the trainees can share their thoughts and opinions.

During the leadership training, induction training as training on advanced selling

skill; the training department usually prefers discussion. Sometimes, when cases

are given to the trainees to solve the problem and suggest recommendation, group

discussion also takes place among the trainees.

Supervision of training by CITYCELL HR department


Though the training programs are provided by different departments, the overall

supervision is upon the HR department. They look after the overall process and do

some routine functions. They are as follows:

• Prepare, maintain and update training related database.

• Prepare career development plan

• Prepare induction training manual/modules

• Evaluate training program

• Make agreement between CITYCELL and employees for overseas training

• To communicate with different local training institutions

• To communicate with trainers/instructors.

A primary objective of many training programs is to teach the force how to be

more productive. Usually, a person’s productivity will increase with experience. But

if s training can substitute for some of the needed experience, higher productivity

levels should be reached earlier. Training gives new employees the skills required to

perform their jobs perfectly. So make the training program perfect CITYCELL plans

some steps, which are helpful for the fresher. CITYCELL follows the following steps

to conduct training.

As newly hired person doesn’t have enough knowledge about the company and

his job, training can help them in this regard. Although experienced people have

knowledge about their job still they need training to cope with the changing world.

Recognizing training needs CITYCELL mainly follows ‘need based training’. That is,

whenever the supervisor finds that his/her subordinates’ need sufficient training;

they immediately take necessary steps and arrange training programs. The

supervisors use several methods to assess training needs. They are as follows:

• Performance testing

• Job analysis

• Force survey


• Performance survey

• Observation

Timing of the training has two basic attitudes. Some organizations prefer training

first than go for the job, where as some organizations want training based on after

job performance. In CITYCELL, the Training programs are made as yearly basis for

providing training on techniques and skills for all level of their employees including

the ones from other departments because they believe that in a organization

everybody needs to have skill. The marketing department, sales department and

HR department altogether do the overall plan. This yearly plan for training is

enhanced by the monthly meetings held in every spots where CITYCELL has

subsidiaries. These meetings are referred to as Pre- cycle Briefing meeting. These

meetings try to find out in which aeas and for which employees training is needed.

In the beginning of the training, expectations from each participant in the training

program are assessed and according to that the managers design the content of the

training.

At every meeting, each department discuss and analysis the performance of the

worker of their department in the past month and identifies whether they are

performing accordingly or not. If someone fails to perform and cannot reach the

objective then the need for training arises. Plan of every individual department also

has significant impact on the training plan because only proper training can ensure

the implementation of the plan. The yearly plan for providing training makes sure

that it can be helpful for the achievement of the objective of the plan. The training

department plans the training before 2-3 months from the time intended to provide

the training to the employees. The Training Manager is responsible for preparing the

budgeting, plan on which training for whom in all department, planned actions, and

also give guidelines to the Human Resource Department for recruitment and

selection. However, Training Manager specifically works with the related training.

According to the company’s perspective, everybody should have knowledge about


their related job. So, the Training Manager plans what type of training is required for

new recruits and the existing personnel and how the training is going to change the

current performance and will help in achieving the desired level of performance.

Both the managers analyze the performance of the trainee after attending the

training program taken place in the last month and set strategy for the next

month’s training plan. Where training should take place: Training can be provided

in both centralized and decentralized manner. Centralized training occurs when all

the people come to one central location (often home office) to have training. On the

other hand decentralized training of people is usually held in field or regional

offices. CITYCELL follows both centralized and decentralized training. General

management training program for the top level executives are mainly held in the

home office because centralized school normally has more formal facilities for

training than are Human Resource Division and Customer Service Division of

CITYCELL.

As top-level executives need more advanced training, that’s why, it usually held

in the head-office. On the other hand, those whose works are mainly field based,

they often have to go with their senior people to the field, have to do on-the-job

training, attend seminars, conferences etc to increase their outer knowledge.

A trainer is the person on whom the success or failure of the whole training program

is dependent.

There are three Types of trainers in CITYCELL by, they are-

1. Regular line executives

2. Staff personnel

3. Outside specialists.

Because each has certain advantages, it is not unusual to find organizations using

all these three types as well as using one or two types. It basically depends on the

size of the firm, the characteristics of the product line, the focus of the training


where the sessions are held etc. CITYCELL has both line executive trainer and

outside specialists. The HR manager and senior supervisor usually train their own

force. In that way, the trainer can get better understanding about the laggings of

their force and can take necessary steps according to that. On the other hand, force

also get known environment because of their own supervisor as their trainer.

CITYCELL also bring outside specialists from abroad like Malaysia. In this way, they

get the most advance and recent information from their competitors.

Trainee evaluation

In CITYCELL, The effectiveness of a training program is measured by evaluation of

the trainees. This evaluation is necessary in terms of assessing the value of the

training and in terms of improving the design of future programs. There are mainly

four outcomes based on which the organization evaluates the success or failure of

each training program. The four outcomes are-

1. Reaction

2. Learning

3. Behavior and

4. Results

After each training session, each must have to submit an ‘annual assessment’. In

the annual assessment, each trainee is asked to do report regarding the training

program and is asked to do presentations on the items they have learnt. During the

training, quizzes and assignments are also given among the trainees. The effects of

training on their performance are evaluated through the performance they have

done after taking part in the training compared to the performance they used to do

before the training and by this the organization measure the effectiveness of that

training program.


The trainees who have gone abroad for attending the training program are required

to submit a report regarding on the materials taught in the whole training program.

This type of evaluation helps both the trainers as well as the trainees. The trainees

can compare their own performance and try to improve according to that. The

trainers can judge the effectiveness of training and can develop better strategy for

the upcoming training program.

Development Program in CITYCELL

Management development is any attempt to managerial performance by imparting

knowledge, changing attitudes, or increasing skills. For the past few years

management developments focus has been shifting from preparing managers to fill

higher level slots to preparing them to meet the challenges of managing in past

paced environment. Increasingly, therefore, the emphasis is on developing a

manager’s ability to learn and make decisions under conditions of rapid change.

The management development program may be aimed at filling a specific position,

such as CEO, perhaps with one of two potential candidates. When it is an executive

position to be filled, the process is usually called succession planning. Succession

planning refers to the process through which senior level openings are planned for

and eventually filled.

Why Development is needed for the employees?

When CITYCELL selects their own employees to fill the vacant higher positions they

look for the employee who are ready to get the higher position. As they do not

follow the personnel replacement chart or position replacement card they have to

make those employees ready to acquire the higher position CITYCELL conducts

development program for them. It helps those employees to have the ability to take

decisions those are required in the higher-level position. Those who deserve the

higher position receive a development process conducted by CITYCELL but it’s true


that their development programs are not well organized though they take some

necessary steps for developing their employees who are working inside the

organization. How the development process is conducted? : Before starting a

development program they analyze the employees to what extent they need the

development to be fit for the higher position. To analyze this they go through SGA

(skill gap analysis).

On the basis of the SGA every employee has to have a yearly 40 hours

development process. It depends on the current skill of those employees. Every

employee of CITYCELL (from manager to managing director) goes through a career

succession planning. Through this career succession planning employees develops

their skills to deserve the vacant higher position.

The Development Process

To conduct a development process CITYCELL follows the following on the jobs

techniques:

1. Job rotation: CITYCELL provide job rotation to the managerial employees also.

But the idea of CITYCELL’s job rotation policy is limited only to the department. That

means they don’t send their employees of one department to another department.

What they do is that they just send employee of one branch to another or one

region to another. For example, for job rotation they send Marketing manager of

Chittagong branch to the Marketing department of Dhaka branch as a manager

which position is vacant, but they don’t send a marketing manager to the sells

department or HR department or any other branches.

2. Junior Board: It is used for operational decisions in most cases. But sometimes

it is used to take very few strategic decisions (example: to design training program).


To attend junior board all employees should already receive the initial coaching. In

junior board top level managers have a sit with the sub-ordinates and encourage

them to provide possible suggestions regarding a decision. The sub-ordinates try to

give suggestions through brainstorming using the knowledge provided in the initial

coaching.

Chapter – 04

Findings & Analysis

Though CITYCELL follows most of the rules and regulations of standard training

programs but still they have some problems with their existing training and

development programs. Some of the problems are listed below: -

They don’t have action-learning program. As a result employees don’t get scope

to increase their project skill and to know about the problems of another

department.

They don’t concentrate on off the job training. We know, off the job training is

sometimes more important to know about the job.

Review system is not strong enough. As a result it becomes quite difficult to

understand how effective the training was.

Lack of motivation in the training side. CITYCELL don’t motivate that much

while employees took training. They took training just like they are doing their

regular jobs.

Less scope of developing for the senior employees. Senior employee especially

the aged employees don’t have sufficient idea about the changing environment

of technology.

HR manager dose not share their information of HRM process with other

companies as a result there are less chance to improve that process.


Chapter – 05

Recommendations

Recommendation and ways to implement those: - In order to solve the problems

with the existing training and development system, we recommend the following

suggestion. The ways of implementing those recommendations is also discussed.

a) From the problem part, we become able to know that CITYCELL don’t follow

action learning training and off the job training. We would not recommend

implementing action learning training. But CITYCELL should provide off the job

training. Because, for some sectors or jobs off the job training is more valuable than

on the job training. In order to implement off the job training in the company they

can follow those steps: -

# Select the sectors and employee for this training

# A time horizon for the training. It will be selected by the discussion with the

employees.

# Then the trainer would be selected. They don’t need to hire new trainer for this,

they can provide off the job training with their existing trainer.

# Sufficient training materials should be provided to the employees.

# The progress of the trainee should be checked.

b) They should motivate employee to give more concentration on their training. The

reason is that motivations don’t cost enough money, but it helps to the employees

to learn rapidly. If they are motivated and learn the job then not only they will be

benefited, at the same time they will serve the company with their best effort. In

order to motivate them, CITYCELL can provide them various incentives, like-

informing them about the benefit of the training, how it will help them, etc.

c) Senior employees should also be developed always. We already mentioned that

in CITYCELL senior employees do not get enough facilities and time to develop

themselves. As a result they always have lack of idea about the technological

change. In order to provide training for the senior employees CITYCELL may need to


provide different sessions like action learning, case study method, management

games. So, it may cost CITYCELL. But in the long run, they will be benefited.

Conclusion

The flourishment of any industry requires combined efforts and co-operation from

several parties .Social, political and macro economic environment play pivotal role

in this regard. Though Square Textile is a newly Ventured Company in the

respective sector, its growth and expansion is praiseworthy. It’s contributing the

country and serving the nation in different ways. If it can up hold it’s much toward

advancement, it will be able to set a role model in our country.

The system, the management style, the policies & decentralized decision making

environment is really remarkable. This report is basically an attempt to identify the

areas which need to be improved.

In this era of technology, the “Information” is the key to success in the business.

This means that the successful businessman will be who will have the right

information at the right time. This comment leads to the conclusion that the

Information Sharing Process should really be improved.

The organization structure we have seen that its span of super vision is too large. A

number of departments report directly to the general manager. If the number were

less the efficiency and productivity of the organization might be increased. Quality

control department should remain prompt always. So that it can maintain a certain

level of standard as per the market demand to capture the foreign market share it

should strive more.

The overall analysis is indicating that the company’s progress has mainly attained

through dedication of employees. The effectiveness of its management, their

willingness to take advantage of opportunities and face challenges of changing

economic picture, this all contributes to the very much improved and sound position


of company. This is really appreciable for the devotion and hard work of all the

employees of the company.

Finally we can say that, to their employees. At CITYCELL is recognized as a best

brand in Bangladesh and this is driven by our persistent pursuit of quality and

technology, putting it clearly ahead of the rest. The future with CITYCELL is

promised to be exciting as we strive to employ the best resources and latest

technology in offering many more innovative and exciting products and services.

Chapter – 06

Bibliography

1. Website

www.shawan.tvheaven.com -08th December, 2011

www.Citicell.com -10th December, 2011

www.google.com -08th December, 2011

www.en.wikipedia.org -10th December, 2011

www.gsmworld.com -09th December, 2011

www.btrc.gov.bd -10th December, 2011

2. Personal Interview

Md. Shawan Uddin Lecturer, Department of BBA, AUB

- Lecturer of HRM


http://www.btrc.gov.bd/

http://www.en.wikipedia.org/

http://www.google.com/

http://www.Citicell.com/

http://www.shawan.tvheaven.com/

term paper on citycell

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