Citi Bank N.A. Bangladesh Training Development

Training and Development: A Study on Citi Bank N.A.
Bangladesh
1. Profile of the Organization
1.1. About Citigroup
Citi, the leading global financial services company, has some 200 million customer accounts
and does business in more than 100 countries, providing consumers, corporations,
governments and institutions with a broad range of financial products and services, including
consumer banking and credit, corporate and investment banking, securities brokerage, and
wealth management. Citis major brands include Citibank, Citiinancial, !rimerica, Citi
"mith #arney and #aname$.
1.2. About Citibank, N.A. Bangladesh
Citibank %.&. started its operations in #angladesh in 1'(), with the opening of a
representative office. *he bank opened its first full+service branch in ,haka in 1''-. .ts
branch commenced its banking operations in ,haka, #angladesh from 2/ 0une 1''- after
obtaining license from #angladesh #ank dated 21 0anuary 1''-.
Citigroup .nc. 2formed from the merger of &ll Citicorp and *ravelers 3roup .nc. on (
4ctober 1''(5 a holding company under the law of 6nited "tates of &merica, is the sole
shareholder of Citibank, %.&. *he bank started its 4ffshore #anking 6nit 24#65 on 21
&pril, 2001. *he 6nit is engaged in offshore banking under a license granted by #angladesh
#ank.
*he bank has now has four branches and two offshore banking units with 1)- employees
serving both corporate and some individual customers.
1
Training and Development: A Study on Citi Bank N.A. Bangladesh
Citi Slogan:
1.2.1. Nature of Business
"ince 1'(), Citis operations encompass primarily on corporate and commercial banking
services under the .nstitutional Clients 3roup 2.C35. 7e provide a comprehensive range of
financial services including treasury management, transaction services, foreign e$change and
structured finance to corporate clients, governments and financial institutions. *he bank has
been offering its customers the highest standard of financial services backed by sophisticated
technology and innovative product solutions. *he bank also provides remittance services to
the e$patriate community all across the world and largely in the 8iddle 9ast.
1.2.2. Country Manageent
Mamun Rashid
8anaging ,irector : Citi Country 4ffice
2
Gloal Transa!tion Servi!es "GTS#
;
$arve% Murshed
,irector : <ead of 3lobal *ransaction
"ervices
Moinul &u'
=ice !resident : <ead of *rade
!roducts,
9&, : %ew #usiness .nitiatives
Nu%hat An(ar
=ice !resident : <ead of "ales,
*reasury and *rade "olutions
Masud &ossain
=ice !resident : <ead of #anking
"ervices
Gha%i M. Au &uraira
>esident =ice !resident
Cash !roduct
Md. )aya% Moula
>esident =ice !resident : <ead of
Citi"ervice,
)inan!ial *nstitutions ")*#
Ta(+i' Ali
<ead of inancial .nstitutions
Masud &ossain
>esident =ice !resident
inancial .nstitutions
)ariya Mahta
>elationship 8anager
inancial .nstitutions
Rouham Man%oor
>elationship 8anager
%on+#ank .nstitutions
Sales and Trading
Bashar M. Tare'
Country *reasurer
>euters Code?C*#,
Sa,ed -l *slam
<ead+*reasury 8arketing
Gloal Transa!tion Servi!es "GTS#
.a%i Ashik
**" !roduct 8anager
Mohammad Akher
"ecurities Country 8anager
Ri%(ana Ameer
!roduct "ales 8anager
Shah Md. .amal &ossain
<ead of . "ervices : 4ffline
)ar%ana Mannan
<ead of Corporate "ervices : 4nline
&uman Resour!e
Sayeda Tahya &ossain
=ice !resident : <ead of <uman
>esources
A . M Ati'ur Rahman
<> 4perations 8anager
&yesha "ayeed
"enior <> 8anager
Corporate Bank
Arar A. An(ar
<ead of Corporate #ank
1.2.!. Bran"hes # Offshore Banking $nits in Bangladesh
1.2.%. Position of Citibank, N.A. Bangladesh in CAM&' (ating
*he Capital, &sset, 8anagement, 9arning, @iAuidity and "ensitivity 2C&89@"5, rating of
different commercial banks in 200( were done recently by the regulatory authority. *he serial
is made on the basis of performance of 200(. &ccording to performance, banks are
categoriBed in - categories?
1. Strong or A-class banks
/
Moti,heel /++i!e
Citibank, %.&.
2;, 8otijheel CC&
,haka+1000
#angladesh
Gulshan /++i!e
Citibank, %.&.
10', 3ulshan &venue
,haka+1212
#angladesh
Agraad /++i!e
Citibank, %.&.
%.# <ouse
;2, &grabad CC&
Chittagong /000
#angladesh
Dhanmondi o++i!e
Citibank, %.&.
!lot %o.;'C&
>oad %o.1/ &
,hanmondi
,haka 120'
Dhaka /++shore Banking -nit
Citibank, %.&.
4ffshore #anking 6nit
>oom+)', ;
rd
floor
,haka 9$port !rocessing Done 2,9!D5
3anakbari, "avar, ,haka+1;/'
Chittagong /++shore Banking -nit
Citibank, %.&.
4ffshore #anking 6nit
Done "ervice Comple$
Chittagong 9$port !rocessing Done 2C9!D5
"outh <alishahar.
Chittagong.
2. Satisfactory or B-class banks
3. Fair or C-class banks
4. Marginal or D-class banks
5. Unsatisfactory or E-class banks
&mong these - categories, Citibank %.&. #angladesh is rated as?
1. Strong or A-class banks
1.!. Citi Markets # Banking
1.!.1 )lobal *ransa"tion +er,i"es -)*+.
A. Agen!y 0 Trust
&gency and *rust is an e$clusive client service of Citibank %.&. that facilitates various types
of comple$ financing solutions. *his service takes care of cross border or large siBe deals and
provides you with,
Controlled !ounterpart risk
12perien!e3 superior servi!e and +le2iility
/ne4stop transa!tion support +or Merger and A!'uisition
5o!al presen!e and gloal det raising !apaility
)la(less e2e!ution resultant o+ (ide e2perien!e

*he facilities provided in #angladesh are,
*able? &ctivities of &gencies : *rust "ervices, Citibank, %.&.
Activity Key Citibank A&T Services
-
Trustee3 $aying Agent3 Cal!ulation
Agent3 Bond Analyti!s3 *nvestor
Reporting3 Ta2 Reporting
Project Finance
Se!urity Trustee3 Collateral Agent3
Trustee3 1s!ro( Agent3 Depositary3
A!!ounts Bank
M&A
Custodian3 Tender Agent3 1s!ro(
Agent3 Registrar3 12!hange Agent
Global Loans/Leveraged
Loans
Collateral Agent3 A!!ount Bank
Citibank 3lobal *ransaction "ervices is highly attuned to all your needs, with a partnership
approach we aim to work as a trusted advisor and business solution provider.
B. Cash Management
"peedCollect + >eceivables 8anagement "olution
!ay@ink + !ayable 8anagement "olution
&ccount "ervices
1
Structured Finance
C. e4Solutions
Eou can carry out all your banking operations from anywhere around the world with your
connectivity to Citi,irect 4nline #anking of Citibank. .t is our award winning, web+based
delivery platform which is recogniBed worldwide in over 100 countries. *he operation in this
platform is fle$ible, secure and cost+effective with a capability to take care of all your
banking needs.
Citi,irect 4nline #anking is a complete package for managing all your cash collection and
payment related transactions. .t covers the process of payment from beginning+to+end as
creation of payment instruction and, authoriBation of the instruction which reaches Citibanks
end instantly for processing. .n todayFs world of decentraliBed operations, this web platform
)
offers the facility of remote authoriBation from any location. *his platform serves all your
reporting needs relating to monitoring your sales collection account transactions. Citi,irect
helps you also for account reconciliation where you get the real
time account statement. *he trade service available in this platform offers you the facility to
track your trade documentation and @etter of Credit status in different transaction stages. .t
brings to you the uniAue features of+
CustomiBed reporting formats at your reAuest
&vailability of saved reports both in the internet and in your e+mail account
Consolidated real+time transaction capabilities
>emote authoriBation and alert function
7ide range of import and e$port related trade services
,edicated and e$perienced implementation managerFs assistance
,. Trade Servi!e
Citibank offers you a robust operational infrastructure to handle large transaction volumes.
*he regional and global trade e$perts forming partnership with the clients deliver the best+
tailored trade solutions that facilitate the comple$ process of cross+border trade transactions.
*he bank has an array of products that facilitate import and e$port transactions and offers
you the uniAue feature of real+time creation, monitoring and controlling of international
commercial transactions through its world+class Citi,irect 4nline #anking platform.
Our trade service is world-class because it brings to you a comprehensive trade
product solution available at competitive pricing and Internet platform.
1.3.2 )lobal /n,estent Banking
(
3lobal .nvestment #anking unit provides comprehensive financial advisory and capital
raising services to top corporations, financial institutions and governments worldwide.
Clients receive tailored financial solutions and strategic advisory services on a wide range
of 8:& transactions and capital+raising activities including mergers, acAuisitions,
divestitures, financial restructurings, underwriting and distributing eAuity, debt, and
derivative securities.
Citi is the preeminent global investment banking firm as well as the foremost global
underwriter in combined eAuity and debt issuance. 7e have cutting+edge capabilities in every
part of the globe for virtually every financial services product that our clients need. 4ur
bankers are organiBed into industry, product and regional groups and work closely with our
partners in capital markets, sales and trading, research and global relationship banking to
offer customiBed financing strategies for our clients.
*his combined e$pertise allows us to offer the most innovative and comprehensive ideas and
solutions in all market conditions by bankers that have in+depth industry knowledge, local
market acumen, and product creativity and e$ecution e$pertise.
1.3.3. Sales and Trading
&s a part of the worldFs premier financial solutions provider Citigroup, Citibank %.&.Fs "ales
and *rading desk also strives to offer the worldFs best treasury products to its customers at the
most professional and competitive manner. &s an acknowledgement of .ts continued
dedication to serve our customers the very best, we have been ranked number one treasury
bank by many international journals time and again.
Geeping in tune with our international reputation, Citibank %.&., #angladesh has also gained
the confidence and respect of the customers it serves. *hey offer niche products to cater to
'
the specific and sensitive reAuirements of our valued customers. *hey strive to lead changes
with the maturity of local markets, bringing in our world+renowned, sophisticated products
and services at the earliest instance of any scope being available to do so. !resently they offer
to customers the following treasury products?
!roduct and "ervices
)oreign 12!hange
>eady and "pot
orward
Currency "waps
Money Market 0 )i2ed *n!ome
4vernight ,eposits
*erm ,eposits
,iscounted "ecurities
>epoC>everse >epo
!urchaseC "ale of * #ills : #onds in secondary 8arket

Stru!tured Solutions +or *nterest Rate and 12!hange Rate &edging

,aily foreign e$change spot and forward rates 2todayFs rates5
,aily market commentaries by professional traders 2todayFs commentary5
7eekly Currency newsletters 2latest newsletter5
"pecial bulletins on local and international market developments 2latest bulletin5
,edicated treasury corporate sales desk to provide tailored services to our corporate
client reAuirements
@imited night desk : watch order services to transact in currencies at clientsF
e$pected prices.
1.!.%. Human Resource
10
9very little step, each of us take on, promotes the graceful values of CitigroupH helps it to
move closer to its ultimate goal to be the most respectful financial services company.
9veryone of Citigroup family conceive the thought of -+point plan to support the franchise
and individual as well. Citigroup members are greatly motivated by the virtue of "hared
>esponsibilities+responsibility to each other, to the clients and also to the franchise. 7e take
pride in the values we live which are actually the bases of our culture of success. *hese
values include .ntegrity, 9$cellence, >espect, *eamwork, 4wnership and @eadership.
Citigroup is one of the industryFs most powerful platforms for financial products and
services. Credit regarding it goes to our ability to attract some of the most talented people in
any industry. Citigroup provides its employees with the chance to develop an e$citing and
widespread career in one of the worldFs leading organiBations. 4ur belief in employee
ownership offers a uniAue chance to e$perience entrepreneurialism on a global scale, and a
worldwide association enables our employees to work with and learn from a diverse group of
personnel whose insight, integrity, and commitment set the standard for accomplishment in
our industry.
<uman >esource ,epartment of Citibank, %.&. #angladesh endeavors to ensure growth by
providing a work environment where diversity is embraced, where people are promoted on
their merits, and where people treat each other with mutual esteem and dignity. &ligned with
the global effort, we are committed to being a company where the best people workH where
opportunities to develop are widely availableH where innovation and an entrepreneurial spirit
are valued.
*raining programs for nurturing task proficiency and leadership valor of Citigroup mark
another milestone in the development of talent. &s highlighted by the "hared responsibilities,
providing opportunities for employees to realiBe their potential is an area of our high priority.
11
*o support a colossal revenue targets, <> division is eAuipped with some short term and long
term strategies in terms of manpower planning, recruitment, employee retention, training and
development and ensuring congenial working atmosphere to e$ert highest possible
productivity.
1.!.0 Financial Institutions
.n todayFs competitive environment financial institutions are striving to be ahead by offering
superior and efficient products and services. &t Citibank #angladesh they understand our
needs and offer a range of correspondent banking services, which will help us to stay ahead
of the competition.
.n #angladesh, Citibank,%.&. has four full service branches and two offshore banking units
catering to the needs of inancial .nstitutions customers+ three in ,haka, the capital city, and
the other in Chittagong, the port city of #angladesh. *heir teamFs main objective is to liaise
with their . customers and overseas Citibank counterparts to offer seamless service. *heir
back office handles pre+processing of . payment instructions and reimbursement authorities
and provides one stop customer inAuiry handling services. *hey also confirm @Cs for
inancial .nstitutions who have credit lines with them.
$rodu!t and Servi!es
6" ,ollar ,emand ,eposit &ccount with Citibank %E
9uro accounts with Citibank @ondonC rankfurt
6" ,ollar 9lectronic unds *ransfers
"weep and .nvestment "ervices or !roducts
,aily &ccount "tatements
Customer .nAuiry handling
@etters of credit advising C confirming
>eimbursement &uthority !rocessing
12
9lectronic banking 2C.*.,.>9C*5
1.!.1 Corporate Bank
Corporate #anking group provides a comprehensive range of financial services including
treasury management, transaction services, securities custodianship, foreign e$change, and
corporate finance to corporate clients. *heir e$pertise involves offering innovative and
customiBed solutions to business and institutions, both foreign and local, by harnessing on
their global capabilities to bring about worlds best practices for local capacity building. *he
corporate bank offers a one+stop solution combining lending : advisory services, treasury,
cash management, and structured finance, to meet the specialiBed reAuirements of the
customers. *hey are strongly supported by their international presence and interconnectivity
in over 100 countries. 9very customer at Citibank #angladesh has an individual >elationship
8anager who is responsible for both the day+to+day management of your account and your
future corporate needs.
1.!.2 CitiService
Citi"ervice is an integrated customer inAuiry unit dedicated to providing us easy access to
accurate answers in the shortest possible time. !resently they are responsible for all after
sales Aueries received from Citis ., Corporate, *rade : Cash 8anagement clients, "ervice
8anagement and relentless service+delivery.
&t FFCiti"erviceFF it has been their constant endeavor to provide value+added service to their
esteemed Clients. 4ur team of service oriented personnel and well+defined processes are
geared towards providing us with speedy and accurate Auery resolution. *hey are conscious
1;
of the importance of timely delivery of information to their customers. "ince its inception in
#angladesh in 2002 Citi"ervice has covered wide range of areas and has become a single
point of contact for our .CCorporate clients. Citi"ervice uses Citis web based Auery tracking
system and all client Aueries are promptly answered and escalated if needed for resolution.
4utstanding ageing items are regularly monitored.
2. /ntrodu"tion
2.1. (ationale of the +tudy
*he study was conducted to evaluate the <uman >esource ,epartment and Citis overall
training and development practices. &s the chosen organiBation is a highly reputed one in our
country, . decided to find out the different human resource management functions and
practices regarding training and development process that is used inside the company and
also implement some of the <> strategies based on the past records and information that we
obtained from the organiBation.
2.2. +tateent of the Proble
#angladesh is a democratic country with a presence of an uncountable number of both
private and government corporations working in numerous business sectors in the form of
large, small or medium companies. *he companies employ both men and women for their
various functions in their different operational units which gives rise to the presence and
issues of the proper functioning of <uman >esource ,epartment of retaining employees.
2.!. +"ope of 3eliitation of the +tudy
2.!.1. +"ope
1/
Bangladeshi !ompanies6 perspe!tive:
*he possibility of increasing the standard, performance and job satisfaction of the employees
by practicing good 9mployee *raining and development strategies in the long run is highly
e$pected because of the ability of the employees to prove their talents and capabilities in the
work place.
Report6s perspe!tive:
!roper functioning of the <uman >esource ,epartment and organiBational policy is very
necessary for the systematic and continuous process of analyBing an organiBations human
resource needs under changing conditions and developing personnel policies appropriate to
the long term effectiveness of the organiBation.
2.!.2. 3eliitation
*hrough this study is the result of relentless hard work and brainstorming. . have tried to
present the paper with a very cautious and precise approach, but some limitations cannot be
concealed, those are?
*ntervie(ee:
*he topic was not clear to the managers and employees of the companies.
*he people that are interviewed informally were not that much cooperative.
"ome of the interviewed employees and managers were not directly cooperative.
@ack of enough cooperation due to high workload.
Time:
*ime shortage is a big constrains because it was very difficult to prepare report and
concentrate on official work by doing regular 'am to )pm office.
*n+ormation:
1-
,ue to conservatism in sharing data due to high information "ecurity of Citi #ank
%.&., any statistical data or other relevant data cannot be included since survey is
totally out of Citibank %.&.s policy.
@ack of information on the website regarding the selected company and the topic for
the report.
Confidential data will be difficult to collect because of their secrecy that is not
revealed.
Survey has een done only in Dhaka:
*he findings of the survey was based on the employee response through informal way
and observation of the selected company and the results may not properly reflect the
same for other #angladeshi companies both inside and outside ,haka.
*he study is only covered 3ulshan branch, 4ffshore #anking 6nit and other branches
out of study.
2.%. Ob4e"ti,es of the (eport
2.%.1. Broad Ob4e"ti,e
*o discover the factual settings of how the human resource department is conducted within
the organiBation which affects the work activities and long term success of the business and
their practices for the organiBation.
2.%.2. +pe"ifi" Ob4e"ti,es
o *o focus on the employee selection techniAues.
o *o focus on the recruitment policies and media.
11
o *o focus on the maintenance of the employees.
o *o focus on the motivational factors for employees and management.
o *o focus on their training and development process and key activitie
o *o focus on its effectiveness
o *o focus on employee evaluation for performance appraisal.
o *o focus on the performance rewards.
o *o focus on the turnover ratio and causes.
!. 3ata Methodology of resear"h 5ork
!.1 3ata Colle"tion Pro"edure
&s the study is focuses an overview, strength, problems of I*raining and ,evelopment
!rocessJ of Citibank, %.&. #angladesh, this report is based on the study only on Citibank,
%.&. ,haka. 4ffshore #anking 6nit and Chittagong branch is not covered. *he report
e$tensively uses e$ploratory research in conducting the study. I"ometimes at present,
dependable, comprehensive and up-to-date information on training and development in
Citibank N.A. are not available my choice of sample design was very much limited.
6nder the circumstances . was compelled to use convenience+sampling techniAue, in which .
have chosen employee whenever . find them free and talked informally. &s the report is
based on training and development in Citibank %.&. which is in some e$tent broad in sense
and . had no idea that is needed to conduct the survey and finaliBe the report as conducting
survey is totally restricted, . have done I9$ploratory >esearchJ. 6nder this research method,
. have gone through both primary and secondary data, e$perience survey where . have
discuss with some knowledgeable persons who have the idea and proper knowledge
regarding my research. 4n the other hand, . had also gone through some case studies that are
similar to my researchs problem situation. 8y research is based on also Auantitative
information and in some e$tent Aualitative data have been used.
1)
Considering the facts and reAuirements of the survey a Auestionnaire was also carefully
designed for both personnel and employees where in case of employees . have collected
information through informal way and e$perience observation not accordingly to the
Auestionnaires.
!.2 3ata +our"es
#lending data from different sources the problems and recommendations is given. ,ata is
collected by maintaining the information security of Citibank. *he conclusion,
recommendations and findings are drawn on the basis of secondary data by considering that
the data is authentic at source. *his study covered both primary and secondary data sources.
*hose are?
!.2.1. Priary 3ata
!ersonal .nterviews with managers and employees of the Citi #ank %.&. <uman
>esources ,epartment, #angladesh.
*n+ormation !olle!tion instrument? "tructured and unstructured Auestionnaires for the
responding managers and employees.
Sample si%e:
;0 employees from the bank 2both male and female5.
1(
!.2.2. +e"ondary 3ata
"econdary ,ata has been collected in the following ways?
Comprehensively note taking through observations to understand the <>
practices, organiBational policies.
.n+depth desk+study of the documents related to the report.
&rticles and researches available in the internet and other sources.
.nformation has been collected from the Citis previously prepared reports.
>esearches conducted by various other sources have been used to gather
necessary information.
!.!. 3ata Analysis # Presentation
*he problems, strengths are identified and recommendations are drawn by the analyBing the
collected data using "!"" softwares point of view. Collected information and findings were
presented in statistical form with analysis. *he presented data is time to time checked and
modified by supervisor.
%. Analysis and /nterpretation of the 3ata
7.8. Training and Development pro!ess o+ Citiank3 N.A. Bangladesh
7hile working with the <> department, . came to know that the bank offer 8anagement
*raining !rograms. *here was a stupendous response to their advertisement for the
employment opportunity, it was almost implausible. . had to know what this program held
that was attracting the very best of the nation to apply for this post. 8ost of the #anks
provide these programs but why do peoples response too much towards Citis programK @ater
on i have found and formed the vivid picture through my research.
1'
*o address the issue and found the possible information and solution, . thought it best to
understand what <> is by itself, since . was affiliated with that department for my internship
period and how it affects this organiBation and hence the economy as a whole. <>8 stands
for <uman >esource 8anagement. .t is historically known as !ersonnel 8anagement, which
deals with formal systems for managing people at work.
.t may be easy to forget that when leading international banks such as Citibank, %.&.
advocate such activities, it results in substantial increments in personal effectiveness. &s a
result of which, the organiBation as a whole becomes more effective because in a corporate
structure, the responsibilities are diversified so that everyone is involved in the corrective
functioning of the institution, hence the outcome of a development strategy eill better the
organiBations effectiveness.
*hese improvement or development activities are termed today as *raining and ,evelopment
activities. *hey also assist the organiBation in encountering new challenges to take advantage
of new methods and technologies that emerge. 7ith its graduates the need to motivate
employees, the importance of encouraging leadership by the organiBation, which basically
illuminates appraising employees performance and giving them feedback so they will be
motivated to perform at their best.
Citibank, %.&. in #angladesh makes sure that the employees are e$posed to such training and
relevant motivation schemes. *he best way to facilitate this idea of training and development
in an internationally recogniBed institution like Citibank, %.&. is to look at the history of the
training courses covered by some of the banks best employees. <ere is some information
provided from the <> database?
Di++erent employees o+ di++erent departments have parti!ipated in:
Capital 8arkets, .#, &nalyst *raining and &ssociate *raining in places such as %ew
Eork and "ingapore.
20
Core #anking and Credit &pplications in .ndia.
*eam #uilding and @eadership .. in *hailand.
Cash &ce in .ndia
.mproving the Control 9nvironment, "wift and *eam #uilding
,erivatives !roducts oundation in !hilippines
!resentation with impact and banking for non+bankers
"pin *raining
>egional *rainings
8anagement 9ducation !rograms in #angalore, .ndia
>egional inance Course in "ydney, &ustralia
*rade 8arketing .nvestment 8anagement
8edia &dvertising 8anagement in "ingapore
7orkshop on =&* : *a$ation
7orkshop on *reasury .nstruments
7orkshop on 9nterprise Culture, "trategic 8anagement, .nnovation 8anagement,
time and "elf 8anagement
@eadership 3rowth !rofile
*ime and "tress 8anagement
*ransition into @eadership
>isk &nalytics, .ntermediate >isk in *hailand
&s can be seen, it is a very large percentage of training courses that the bank is assisting its
in undertaking. *he bank spend more to provide each of their employees formal training
annually.

7.8.8 Training
21
*raining is like teaching employees how to perform their present jobs. *raining, arguably,
can be of three types?
1. /rientation Training is designed to introduce new employees to the
company and familiariBe them with the policies, procedures, cultures etc. .t
has a number of reputed benefits, lower employee turnover, increased morale,
better productivity and lower recruiting and training costs.
2. Team Training provides employees with the skills and perspectives they need
to work in collaboration with others.
;. Diversity Training !rograms focus on identifying and reducing the hidden
biases against people with differences and developing skills needed to manage
a diversified workforce.
*odays centraliBed organiBations put more demands and responsibilities on managers since
the environment is increasingly competitive. &s the managers rise, the need for both
technical and leadership skills become afloat. &s a result, management+training programs
such as job rotation or attending seminars and courses specifically designed to help them
improve their supervisory skills or prepare them for future promotion.
8anagement *raining !rograms are being offered by Citibank, %.&. *hey are called
8anagement *rainee !rograms 28&5. #ecause of the high diligence reAuired to maintain the
banks reputation, employee are rotated through various departments and obtain an all round
e$perience with the company. 7hen an internationally recogniBed company such as Citibank
%.&. offers 8* programs for graduating students, maybe there is a sense of protection,
scrutiny and due diligence given both before and after recruitment, in order to create long
lasting achievementK . thought the approach may be similar what numerous developed
nations have done in order to build and create brands that are also technologically proficient
industries, allowing them to lead the global economy.
22
"o the treatment that the workers receive under the 8& and other training programs can be
thought of as such.
%.1.2. Maslo56s 7ierar"hy *heory
!sychological 2 food, water, se$ and shelter5
"afety and "ecurity 2protection against threat and deprecation5
"ocial 2friendship, affection, belonging and love5
9go 2independence, achievement, freedom, status, recognition and self+
esteem5
"elf+actualiBation 2realiBing ones full potential, becoming everything one is
capable of being5
!it" better living conditions# $eo$le can ac"ieve "ig"er be"avioral standards%&
' (%)% C"ang
<ere .m trying to establish the fact acceptance in the 8* programs and other training
programs and activities will allow the accepted to be more versatile and diverse with their
product offering. "o it would stand as a positive e$ternally to the society since it is a positive
influence on the working environment. "ince we see the working environment as an
economy by itself and each of its respective fields are interdependent. "o when one knows
well of all the departments accordingly they can function that much better and also be more
in touch with the technology of the corporation. &ccording to everyone Citis 8& program is
robust.
%.2. 8indings, analysis and dis"ussion
%.2.1. 7uan (esour"es 3epartent of Citibank, N.A. Bangladesh
2;
*he "urvey consists of a Auestionnaire with two parts. 4ne for the <> ,epartment personnel
and another part for overall employees of the Citibank, %.&. #angladesh *he target group for
the survey were very receptive, knowledgeable participants from different well known
background. *he second part of the survey consists of roughly ;0 employees. &t first, <>
"enior 4fficer and <> 4perational 8anager were interviewed. &ccording to their point of
view?
Ke pressures to identi!ing redundancies
*here are only three members including =ice !resident : <ead of <uman >esources. <>
4perational 8anager and "enior <> 8anager e$pressed their opinion which was same from
their own judgment. "ince they have to do manage and utiliBe overall workforce, they think it
is really a key pressure on them to identify redundancies to run their business efficiently and
gain success in decision making as it strongly affect business.
Statistics
Identifying redundancies
2
0
Valid
Missing
N
2 100.0 100.0 100.0 Strongly affecting Valid
Frequency Percent Valid Percent
Cumulatie
Percent
2/
Strongly af fecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
Ke "ressures on redundanc procedures
.n this case, this is also have an impact and pressure on <>. 9very time whatever needs to
changeH they follow organiBational rules and procedures and cope up new changes.
2-
Statistics
"edundancy #rocedures
2
0
Valid
Missing
N
Redundancy procedures
Cumulatie
Percent
.dentifying redundancies
Statistics
Pre#aring em#loyees for c$ange and
su##orting c$ange in t$e %or&#lace
2
0
Valid
Missing
N
"edundancy #rocedures
Strongly aff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
"reparing emploees !or c#ange and supporting c#ange in t#e $orkplace
.n Citi, <> department always give an employee handbook to all employees to make them
aware about the business, internal environment and when, how and what needs to be done.
<> always prepares whatever it is.
21
Preparing employees for change and supporting change in the workplace
Cumulatie
Percent
Pre#aring em#loyees for c$ange and su##orting c$ange in t$e %or&#lace
Strongly af f ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
Keeping up $it# c#anges in emploment la$
Changes in employment law have a vital impact. .n Citibank, %.&. #angladesh, <> always
follow #angladesh #anks given rules and regulations regarding employment and other
related laws and make employees aware about new changes.
Statistics
'ee#ing u# %it$ c$anges in em#loyment la%
2
0
Valid
Missing
N
Keeping up with changes in employment law
Cumulatie
Percent
2)
!reparing employees for change and supporting change in the workplace
'ee#ing u# %it$ c$anges in em#loyment la%
Strongly affecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
Keeping up $it# c#anges % train t#em
2 of the interviewed <> 8anagers stated different opinions. #ecause, though they always
keep them and their overall business and <> activities with new changes and make
awareness and train employees, some of the employees think that it is not that much effective
or needed for them in maintaining their responsibilities.
Statistics
'ee#ing u# %it$ c$anges in $ealt$ and safety
2
0
Valid
Missing
N
Keeping up with changes in health and safety
1 !0.0 !0.0 !0.0
1 !0.0 !0.0 100.0
2 100.0 100.0
Strongly affecting
(ffecting
)otal
Valid
Cumulatie
Percent
2(
Geeping up with changes in employment law
.eeping up (ith !hanges 0 train them
Geeping up with changes : train them
'ee#ing u# %it$ c$anges in $ealt$ and safety
(f fecting Strongly aff ecting
F
r
e
q
u
e
n
c
y
1.2
1.0
.*
.+
.,
.2
0.0
Identi!ing stress in t#e $orkplace and dealing $it# it
#oth <> managers said that in case of train employees and develop their overall skills,
identify stresses in the workplace and dealing with it is near to the toughest job among <>
activities.
Statistics
Identifying stress in t$e %or&#lace and dealing %it$ it
2
0
Valid
Missing
N
Identifying stress in the workplace and dealing with it
Cumulatie
Percent
2'
Geeping up with changes : train them
Identifying stress in t$e %or&#lace and dealing %it$ it
Strongly aff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
&nsuring a positive $ork'li!e (alance !or t#e $ork!orce
#eside training programs, <> always keeps them aware about workClife balance to motivate
employees. "o that everyone can have the opportunity to develop their skills, knowledge and
lead a stress less life.
Statistics
-nsuring a #ositie %or&.life /alance for t$e %or&force
2
0
Valid
Missing
N
Ensuring a positive work/life balance for the workforce
Cumulatie
Percent
;0
.dentifying stress in the workplace and dealing with it
-nsuring a #ositie %or&.life /alance for t$e %or&force
Strongly aff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
&nsuring a positive $ork'li!e (alance !or t#e HR )epartment
*hough <> is also need to have a positive workClife balance to work effectively, it is found
that it has an affect while working day to day activities. <> deals toughest job and
responsibilities everyday among all departments. *hey have to be patient and work
accordingly.
Statistics
-nsuring a #ositie %or&.life /alance for t$e 0" 1e#artment
2
0
Valid
Missing
N
Ensuring a positive work/life balance for the HR epartment
2 100.0 100.0 100.0 (ffecting Valid
Cumulatie
Percent
;1
9nsuring a positive workClife balance for the workforce
-nsuring a #ositie %or&.life /alance for t$e 0" 1e#artment
(ff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
*anagement training !or positive leaders#ip
Citi provide 8anagement *raining for leadership. *hey provide leadership training specially
for senior level employees include mid and top level. "ome develop their skill and find out
effectiveness in working life, some take it as a part of training program.
Statistics
Management training for #ositie leaders$i#
2
0
Valid
Missing
N
!anagement training for positive leadership
1 !0.0 !0.0 !0.0
1 !0.0 !0.0 100.0
2 100.0 100.0
Strongly affecting
(ffecting
)otal
Valid
Cumulatie
Percent
;2
9nsuring a positive workClife balance for the <> ,epartment
Management training for #ositie leaders$i#
(f fecting Strongly af fecting
F
r
e
q
u
e
n
c
y
1.2
1.0
.*
.+
.,
.2
0.0
Retraining to use skills sets in ot#er areas
<> provides a training program twice whenever it is needed on the basis of development and
training needs analysis survey. "o that one who miss first accidentally or unfortunately, can
have second opportunity to gain and develop their skill and sets according to their own
judgment. #ut sometimes it is found that same employee do not take it serious in his life.
Statistics
"etraining to use s&ills sets in ot$er areas
2
0
Valid
Missing
N
Retraining to use skills sets in other areas
1 !0.0 !0.0 !0.0
1 !0.0 !0.0 100.0
2 100.0 100.0
Strongly affecting
(ffecting
)otal
Valid
Cumulatie
Percent
;;
8anagement training for positive leadership
"etraining to use s&ills sets in ot$er areas
(f fecting Strongly aff ecting
F
r
e
q
u
e
n
c
y
1.2
1.0
.*
.+
.,
.2
0.0
"ersuading *anagement o! t#e importance o! training t#e $ork!orce
<> provide both internal and e$ternal trainer to train employees. "o they always make
8&%C48 member 2management committee5 aware about the importance of training
programs and ready them in advance.
Statistics
Persuading Management of t$e
im#ortance of training t$e %or&force
2
0
Valid
Missing
N
Persuading !anagement of the importance of training the workforce
Cumulatie
Percent
;/
>etraining to use skills sets in other areas
Persuading Management of t$e im#ortance of training t$e %or&force
Strongly af f ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
*otivating t#e $ork!orce
&ny motivational factors has an impact and play vital role on employees. Citi provide
training programs. #ut beside that it always motivates employees in advance so that they can
develop their skills and implement in their practical life to gain success.

Statistics
Motiating t$e %or&force
2
0
Valid
Missing
N
!otivating the workforce
Cumulatie
Percent
;-
!ersuading 8anagement of the importance of training the workforce
Motiating t$e %or&force
Strongly aff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
+verall &valuation o! "er!ormance
*raining programs provided so that employee can learn something, implement in practical
life, work efficiently and run the business smoothly. <> always evaluates every employees or
participants performance in and after the training program. "ince <> manage overall
workforce, evaluate performance has a great impact and strongly affect on them.
Statistics
2erall -aluation of Performance
2
0
Valid
Missing
N
"verall Evaluation of Performance
Cumulatie
Percent
;1
8otivating the workforce
2erall -aluation of Performance
Strongly affecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
*easurement o! t#e ,o( per!ormance
*o run the business effectively, <> has to measure job performance which strongly affect
their activities. #ecause like other banks or organiBations, Citi always try to make leaders for
future and bring positive changes in business and customers mind with the image, loyalty and
words.
Statistics
Measurement of t$e 3o/ #erformance
2
0
Valid
Missing
N
!easurement of the #ob performance
Cumulatie
Percent
;)
Measurement of t$e 3o/ #erformance
Strongly aff ecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
Training to encourage emploees to $ork across areas
.n the #angladesh conte$t, Citis operation is not that much big as other banks. "till <>
provides training and encourages potential and skilled employees to work abroad and be a
great business leader and rule the business. or workClife balance, sometimes it seems has a
little bit affect on workforce.

Statistics
)raining to encourage em#loyees to %or& across areas
2
0
Valid
Missing
N
$raining to encourage employees to work across areas
1 !0.0 !0.0 !0.0
1 !0.0 !0.0 100.0
2 100.0 100.0
Strongly affecting
(ffecting
)otal
Valid
Cumulatie
Percent
;(
)raining to encourage em#loyees to %or& across areas
(ff ecting Strongly aff ecting
F
r
e
q
u
e
n
c
y
1.2
1.0
.*
.+
.,
.2
0.0
)eveloping training to improve t#e skills (ase o! t#e $ork!orce
,eveloping training to improve the skills base of the workforce strongly affect <>, as they
manage workforce and help in making future leaders for the business who can bring success
in near future.
Statistics
1eelo#ing training to im#roe t$e s&ills /ase of t$e %or&force
2
0
Valid
Missing
N
eveloping training to improve the skills base of the workforce
Cumulatie
Percent
;'
*raining to encourage employees to work across areas
1eelo#ing training to im#roe t$e s&ills /ase of t$e %or&force
Strongly affecting
F
r
e
q
u
e
n
c
y
2.!
2.0
1.!
1.0
.!
0.0
%.2.2. &ployees of Citibank, N.A. Bangladesh -in"luding top to lo5er
le,el.
.n the second part of the survey, employees of Citibank, %.&. #angladesh were interviewed
in some e$tent. #ecause, as early mentioned data has been collected on the basis of
observational e$periences and in informal way. &ccording to everyones point of view?
Intervie$ed &mploees
&s the survey consists of roughly ;0 people, 2; males and ) females were interviewed.

Statistics
4ender
50
0
Valid
Missing
N
/0
,eveloping training to improve the skills base of the workforce
Induction training is given ade-uate importance in our organi.ation
& mi$ed response was gathered from the #ank which was a result of the different level of
employees interviewed who has different range of freedom and judgment. &s induction
training provides for new comers, some do not have the idea about the profile of the
organiBation and what they really do and provide in induction training.
/1
%ender
25 6+.6 6+.6 6+.6
6 25.5 25.5 100.0
50 100.0 100.0
male
female
)otal
Valid
Cumulatie
Percent
4ender
f emale
male
Statistics
Induction training is gien adequate
im#ortance in your organi7ation.
50
0
Valid
Missing
N
Gender o+ the employee
Induction training is given ade&uate importance in your organi'ation(
1* +0.0 +0.0 +0.0
12 ,0.0 ,0.0 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
Induction training is gien adequate im#ortance in your organi7ation.
(gree Strongly agree
F
r
e
q
u
e
n
c
y
20
10
0
Induction training is $ell/planned
&mong the ;0 interviewed respondents, 2- employees strongly agreed that induction training
provided in a well planned way. 7hereas - employees agree that yes it is well planned.
,ifferent judgment gathered because all are not same. .t is all about how one can learn and
develop in advance as much as heCshe can.
Statistics
Induction training is %ell8#lanned.
50
0
Valid
Missing
N
/2
.nduction training is given adeAuate importance in your organiBation
Induction training is well)planned(
2! *5.5 *5.5 *5.5
! 1+.6 1+.6 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
Induction training is %ell8#lanned.
F
r
e
q
u
e
n
c
y
50
20
10
0
Induction training is o! su!!icient duration
Citi provide training programs for the employees. &s early mentioned they provide internal
and e$ternal trainer to train employees, sometimes a topic cannot be covered within the
specific time. *hat is why different opinions have been found.
Statistics
Induction training is of sufficient duration.
50
0
Valid
Missing
N
/;
Induction training is of sufficient duration(
2, *0.0 *0.0 *0.0
+ 20.0 20.0 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
Induction training is of sufficient duration.
F
r
e
q
u
e
n
c
y
50
20
10
0
Induction training provides an e0cellent opportunit !or ne$comers to
learn compre#ensivel a(out t#e organi.ation
"ince induction training provided only for the newcomers, it is strongly agreed by all the
interviewed employees that provide an e$cellent opportunity to learn comprehensively about
the business.
Statistics
Induction training #roides an e9cellent o##ortunity for
ne%comers to learn com#re$ensiely a/out t$e organi7ation.
50
0
Valid
Missing
N
//
Induction training provides an e*cellent opportunity for newcomers to learn
comprehensively about the organi'ation(
50 100.0 100.0 100.0 Strongly agree Valid
Cumulatie
Percent
Induction training #roides an e9cellent o##ortunity for ne%comers to le
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#e norms and values o! t#e compan are clearl e0plained to t#e ne$
emploees during induction
.t is strongly agreed by all the interviewed employees that induction training also give the
e$cellent opportunity to learn comprehensively about the norms and values as it is e$plained
clearly to them.
Statistics
)$e norms and alues of t$e com#any are clearly
e9#lained to t$e ne% em#loyees during induction.
50
0
Valid
Missing
N
/-
.nduction training provides an e$cellent opportunity for newcomers to learn comprehensively about
the organiBation
$he norms and values of the company are clearly e*plained to the new
employees during induction(
Cumulatie
Percent
)$e norms and alues of t$e com#any are clearly e9#lained to t$e ne% em#
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
Senior management takes interest and spends time $it# t#e ne$ sta!!
during induction training
%ot only induction training, in all training programs where senior management play the role
as a trainer, they always take interest and spend as much as they can to make employees or
newcomers to learn something that can help in achieving their target goal.
Statistics
Senior management ta&es interest and s#ends
time %it$ t$e ne% staff during induction training.
50
0
Valid
Missing
N
/1
*he norms and values of the company are clearly e$plained to the new employees during
induction.
Senior management takes interest and spends time with the new staff during
induction training(
Cumulatie
Percent
Senior management ta&es interest and s#ends time %it$ t$e ne% staff duri
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#e ne$ recruits !ind induction training ver use!ul
"ince induction training gives the e$cellent opportunity to the new comers to learn something
and know the business, norms and values, they strongly agreed and find out the effectiveness
of the training program.
Statistics
)$e ne% recruits find induction
training ery useful in t$e organi7ation.
50
0
Valid
Missing
N
$he new recruits find induction training very useful in the organi'ation(
Cumulatie
Percent
/)
"enior management takes interest and spends time with the new staff during induction
training
)$e ne% recruits find induction training ery useful in t$e organi7ation
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#e emploees are #elped to ac-uire tec#nical kno$ledge and skills
t#roug# training
2) employees strongly agreed that Citis training helps in acAuiring technical knowledge and
skill. 4nly ; employees agreed but did not disagree. Citis training means to help employees
to develop their skills and knowledge.
Statistics
)$e em#loyees are $el#ed to acquire tec$nical
&no%ledge and s&ills t$roug$ training.
50
0
Valid
Missing
N
$he employees are helped to ac&uire technical knowledge and skills through
training(
26 :0.0 :0.0 :0.0
5 10.0 10.0 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
/(
*he new recruits find induction training very useful
)$e em#loyees are $el#ed to acquire tec$nical &no%ledge and s&ills t$rou
F
r
e
q
u
e
n
c
y
50
20
10
0
T#ere is ade-uate emp#asis on developing managerial capa(ilities o! t#e
managerial sta!! t#roug# training
Citi always provide training programs as much as they can to make everyone capable to work
in different environment, under different supervisors and manage toughest job. *his is not
about Citis image or logo, this is all about what they actually do to make leaders and
everyone can proudly agree about it. %one can run away or hide it behind eye sight.
Statistics
)$ere is adequate em#$asis on deelo#ing managerial
ca#a/ilities of t$e managerial staff t$roug$ training.
50
0
Valid
Missing
N
$here is ade&uate emphasis on developing managerial capabilities of the
managerial staff through training(
2+ *+.6 *+.6 *+.6
, 15.5 15.5 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
/'
*he employees are helped to acAuire technical knowledge and skills through training
)$ere is adequate em#$asis on deelo#ing managerial ca#a/ilities of t$e
F
r
e
q
u
e
n
c
y
50
20
10
0
*id and Hig# level emploees !ind out positive development skills and
motivational !actors t#roug# training programs
.nterviewed employees strongly agreed about Citis positive development skills and
motivational factors that they try to provide among everyone.
Statistics
Mid and 0ig$ leel em#loyees find out #ositie deelo#ment
s&ills and motiational factors t$roug$ training #rograms.
50
0
Valid
Missing
N
!id and High level employees find out positive development skills and
motivational factors through training programs(
Cumulatie
Percent
-0
*here is adeAuate emphasis on developing managerial capabilities of the managerial staff through training
Mid and 0ig$ leel em#loyees find out #ositie deelo#ment s&ills and mo
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
&ac# and ever level o! emploees can !ind out t#e e!!ectiveness o!
trainings t#at #elps t#em in developing additional skills
&s mentioned above. .nterviewed employees strongly agreed about Citis positive
development skills and motivational factors that they try to provide among everyone. *hey
always find out the positive effectiveness. #ecause they are motivated to implement in
practical life what ever they have learned.
Statistics
-ac$ and eery leel of em#loyees can
find out t$e effectieness of trainings t$at
$el#s t$em in deelo#ing additional s&ills.
50
0
Valid
Missing
N
-1
8id and <igh level employees find out positive development skills and motivational factors through
training programs
Each and every level of employees can find out the effectiveness of trainings
that helps them in developing additional skills(
Cumulatie
Percent
-ac$ and eery leel of em#loyees can find out t$e effectieness of trai
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
Human relations competencies are ade-uatel developed t#roug#
training in #uman skills
.nterviewed employees strongly agreed about Citis positive motivational factors that they try
to provide among everyone. 9mployees can learn and develop their overall skills.
Statistics
0uman relations com#etencies are adequately deelo#ed
in your organi7ation t$roug$ training in $uman s&ills.
50
0
Valid
Missing
N
-2
9ach and every level of employees can find out the effectiveness of trainings that helps them in developing
additional skills
Human relations competencies are ade&uately developed in your organi'ation
through training in human skills(
Cumulatie
Percent
0uman relations com#etencies are adequately deelo#ed in your organi7ati
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
Training is al$as given ade-uate importance in t#e organi.ation
Citi always hire newcomers who are knowledgeable and skilled in specific areas. *hey might
be strong in doing their job and responsibilities. "till Citi provide training as much as they
can. %ot only when ever it is needed. *hat is why interviewed every one strongly agreed
upon it.
Statistics
)raining of %or&ers is gien adequate
im#ortance in your organi7ation.
50
0
Valid
Missing
N
-;
<uman relations competencies are adeAuately developed through training in human skills
$raining of workers is given ade&uate importance in your organi'ation(
Cumulatie
Percent
)raining of %or&ers is gien adequate im#ortance in your organi7ation.
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
&mploees are sponsored !or training programs on t#e (asis o! care!ull
identi!ied developmental needs
"ometimes <> sponsor employees for outdoor training. "o they can learn more and develop
their skills and judgment. 4nly ; employees agreed on it.
Statistics
-m#loyees are s#onsored for training #rograms on
t$e /asis of carefully identified deelo#mental needs.
50
0
Valid
Missing
N
-/
*raining is always given adeAuate importance in the organiBation
Employees are sponsored for training programs on the basis of carefully
identified developmental needs(
26 :0.0 :0.0 :0.0
5 10.0 10.0 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
-m#loyees are s#onsored for training #rograms on t$e /asis of carefully
F
r
e
q
u
e
n
c
y
50
20
10
0
T#ose $#o are sponsored !or t#e training programs take t#e training
seriousl
ew of the employees get the opportunity for outdoor training. *hat is why they take it very
seriously. #ecause, it is not easy to get the opportunity to participate the training.
Statistics
)$ose %$o are s#onsored for t$e training
#rograms ta&e t$e training seriously.
50
0
Valid
Missing
N
--
9mployees are sponsored for training programs on the basis of carefully identified
developmental needs
$hose who are sponsored for the training programs take the training seriously(
Cumulatie
Percent
)$ose %$o are s#onsored for t$e training #rograms ta&e t$e training seri
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
&mploees in t#e organi.ation participate in determining t#e training
t#e need
.n Citi, employees get the opportunity in determining the training programs they need
through I*raining needs analysisJ 2 *%&5. *hat is why everyone strongly agreed the activity.
Statistics
-m#loyees in t$e organi7ation #artici#ate
in determining t$e training t$ey need.
50
0
Valid
Missing
N
Employees in the organi'ation participate in determining the training they need(
Cumulatie
Percent
-1
*hose who are sponsored for the training programs take the training seriously
-m#loyees in t$e organi7ation #artici#ate in determining t$e training t$
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
&mploees sponsored !or training go $it# a clear understanding o! t#e
skills and kno$ledge t#e are e0pected to ac-uire !rom t#e training
9mployees are always in touch with <> when ever anything will happen. *hey get ideas
internally but get the full flavor while doing the training. *hat is why it is strongly agreed by
all.
Statistics
-m#loyees s#onsored for training go %it$ a
clear understanding of t$e s&ills and &no%ledge
t$ey are e9#ected to acquire from t$e training.
50
0
Valid
Missing
N
-)
9mployees in the organiBation participate in determining the training they need
Employees sponsored for training go with a clear understanding of the skills and
knowledge they are e*pected to ac&uire from the training(
Cumulatie
Percent
-m#loyees s#onsored for training go %it$ a clear understanding of t$e s&
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#e HR department conducts (rie!ing and de(rie!ing sessions !or
emploees sponsored !or training
.t is strongly agreed by all what <> do before and after the sponsored training program.
Statistics
)$e 0" de#artment conducts /riefing and de/riefing
sessions for em#loyees s#onsored for training.
50
0
Valid
Missing
N
$he HR department conducts briefing and debriefing sessions for employees
sponsored for training(
Cumulatie
Percent
-(
9mployees sponsored for training go with a clear understanding of the skills and
knowledge they are e$pected to acAuire from the training
)$e 0" de#artment conducts /riefing and de/riefing sessions for em#loyee
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
In/compan programs are #andled ( competent !acult
.t is early mentioned that Citi always provide internal and e$ternal trainer and sometime they
do through internal competent seniors and also e$ternal knowledgeable faculties who can
surely make trainees understand that will be covered. *hat is why it is strongly agreed.
Statistics
In8com#any #rograms are $andled /y com#etent faculty.
50
0
Valid
Missing
N
In)company programs are handled by competent faculty(
Cumulatie
Percent
-'
*he <> department conducts briefing and debriefing sessions for employees sponsored
for training
In8com#any #rograms are $andled /y com#etent faculty.
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#e -ualit o! in/compan programs is e0cellent
"ince Citi always provide internal and e$ternal trainer who can surely make trainees
understand that will be covered. *hat is why it is strongly agreed by all that the Auality of in+
company programs is e$cellent.
Statistics
)$e quality of in8com#any #rograms
in your organi7ation is e9cellent.
50
0
Valid
Missing
N
$he &uality of in)company programs in your organi'ation is e*cellent(
Cumulatie
Percent
10
.n+company programs are handled by competent faculty.
)$e quality of in8com#any #rograms in your organi7ation is e9cellent.
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
Senior line managers are eager to #elp t#eir ,uniors develop t#roug#
training
Citis environment is very cooperative and outstanding. "eniors always help junior to
develop their skills and knowledge. 9$cept 2 employees, everyone strongly agreed on it.
Statistics
Senior line managers are eager to $el#
t$eir 3uniors deelo# t$roug$ training.
50
0
Valid
Missing
N
Senior line managers are eager to help their #uniors develop through training(
2* :5.5 :5.5 :5.5
2 +.6 +.6 100.0
50 100.0 100.0
Strongly agree
(gree
)otal
Valid
Cumulatie
Percent
11
*he Auality of in+company programs in your organiBation is e$cellent.
Senior line managers are eager to $el# t$eir 3uniors deelo# t$roug$ tra
F
r
e
q
u
e
n
c
y
50
20
10
0
&mploees returning !rom training are given ade-uate !ree time to
re!lect and plan improvements in t#e organi.ation
<> and each departments head always give time to employees returning from the training
for better practical improvements. *his is strongly agreed by all.
Statistics
-m#loyees returning from training are gien adequate free
time to reflect and #lan im#roements in t$e organi7ation.
50
0
Valid
Missing
N
Employees returning from training are given ade&uate free time to reflect and
plan improvements in the organi'ation(
Cumulatie
Percent
12
"enior line managers are eager to help their juniors develop through training.
-m#loyees returning from training are gien adequate free time to reflec
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
*anagers provide t#e rig#t kind o! climate to implement ne$ ideas and
met#ods ac-uired ( t#eir ,uniors during training
.n every training program, employees get the opportunity to e$press their ideas and thoughts
what ever they feel regarding the specific topic. &ll employees strongly agreed on it and their
opinion reflected in the graph.
Statistics
;ine managers #roide t$e rig$t &ind of climate
to im#lement ne% ideas and met$ods
acquired /y t$eir 3uniors during training.
50
0
Valid
Missing
N
+ine managers provide the right kind of climate to implement new ideas and
methods ac&uired by their #uniors during training(
Cumulatie
Percent
1;
9mployees returning from training are given adeAuate free time to reflect and plan
improvements in the organiBation.
;ine managers #roide t$e rig$t &ind of climate to im#lement ne% ideas a
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
&0ternal training programs are care!ull c#osen a!ter collecting enoug#
in!ormation a(out t#eir -ualit and suita(ilit
#efore providing e$ternal training programs, <> carefully choose by collecting enough
information about Auality and suitability. *hey also go through instructor and have a clear
idea about hisCher background. *hat is why none did so disagree.
Statistics
-9ternal training #rograms are carefully c$osen after collecting
enoug$ information a/out t$eir quality and suita/ility.
50
0
Valid
Missing
N
E*ternal training programs are carefully chosen after collecting enough
information about their &uality and suitability(
Cumulatie
Percent
1/
@ine managers provide the right kind of climate to implement new ideas and
methods acAuired by their juniors during training.
-9ternal training #rograms are carefully c$osen after collecting enoug$
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
T#ere is a $ell/designed and $idel s#ared training polic in t#e
compan
.t is early mentioned that Citi has its own policy like other banks and the handbook always
given to the employee. *hey do have a wide and well designed policy regarding training and
shared among all. *hat is why everyone strongly agreed on the statement.
Statistics
)$ere is a %ell8designed and %idely
s$ared training #olicy in t$e com#any.
50
0
Valid
Missing
N
$here is a well)designed and widely shared training policy in the company(
Cumulatie
Percent
1-
9$ternal training programs are carefully chosen after collecting enough information
about their Auality and suitability.
)$ere is a %ell8designed and %idely s$ared training #olicy in t$e com#an
Strongly agree
F
r
e
q
u
e
n
c
y
,0
50
20
10
0
%.2.! Perforan"e &,aluation and Perforan"e (e5ard
*he <uman >esource ,ivision plays strategic role in the development of Citibank, %.&. and
finds them focusing strategies that will align with the strategic business needs and priorities
of the bank. <>, is managing a large number of employees which is a challenging task and
reAuires efficient handling. <>, delivers day to day operational support to its employees so
that employees are being satisfied and believe that as an employer ICitibank, %.&. do care to
its employeesJ. &nd later on they perform according to the business needs.
rom the above data, it has been found that employees of Citibank, %.&. #angladesh are very
much satisfied about training and development process provided by the bank. <>, always
evaluate performance through observation, work output, strength and than reward employees
according to their e$cellent performance. *hey select and reward employee on the basis of
month and sometimes Auarterly performance based.
11
*here is a well+designed and widely shared training policy in the company.
*he following charts shows employee strength and trained up employee strength of the
Citibank, %.&?
<ere, . have assumed a sample of 1000 employees of Citibank, %.&. ,ay by day Citibank,
%.&. investing a huge amount of money to train their employees so that they can be more
skilled, increase their strength and perform up to the mark. <ere, each year employees
strengths are increasing and this is fact they are performing outstanding than before.
%.2.% &ployee9Manageent relationship and *urn o,er ration
.n Citibank, %.&. #angladesh employee+management relation is very good because of the
environment, ethics and norms that they follow and last but not least trainings that <>,
provide on the basis of employee needs and rights.
1)
9mployee motivation is one of the toughest factors for managers. *his is because employees
do not respond to the same motivations. 9very person is different and so is his or hers likes
and dislikes. *o motivate them to perform in the best way they can it is very important for the
managers to identify and understand the pulse of each one of them. "ome of the easiest steps
to motivate employees are to remain e$cited and passionate about mission, making sure that
everyone in the organiBation understands and can communicate, to ensure that employees
understand how they fit into the process of fulfilling the organiBationFs mission and to make a
connection between the mission and the individual values and goals of employees. *his is
what Citibank, %.&. #angladesh always keeps in mind and follows. *hat is why relationship
is very well and turn over rate is very less.
0. 8indings of +tudy
*raining and development can be very useful to an organiBation or it can be a complete waste
of corporate investment. & strong training and development program can increase worker
skill and general knowledge as well as make the organiBation more efficient. & poor training
program can drain resources and time from personnel and budgets. *his is why a strong
training program should be developed that has a real impact on operational efficiency. *hat is
what Citi is doing so. &nd it is proved and can be seen from the above analysis and
interpretation of the data that is based on findings.
Citi always measure the effectiveness of training programs. *hey have their own well
designed training measurement policy. "ometimes they follow well known model and help
employees as much as they can. *he way they evaluate training effectiveness and help
individual to develop and learn?
1(
<ere an evaluation at each level answers whether a fundamental reAuirement of the training
program was met. "ince *raining is a means of communicating new knowledge and skills
and changing attitudes. .t can raise awareness and provide people with the opportunity to
e$plore their e$isting knowledge and skills. *here are many different kinds of training for
many different audiences, including service providers and service users. rom the analysis, .
have observed that there is a definite needCdemand for training, both foreign and local.
#ecause Citis training and development process made employees aware and proved that as
well as giving people new skills and knowledge, and maintaining e$isting skills, their
providing training can?
.ncrease employees confidence
Confirm to employees the value of what they are already doing
9nable employees to pass on new skills to colleagues in the workplace
>aise general awareness
Change employees attitudes
1'
5evel 7:
Results
9hat organi%ational ene+its resulted +rom the training:
5evel ;:
Behavior
5evel <:
5earning
5evel 8:
Rea!tion
To (hat e2tent did parti!ipants !hange their ehavior a!k
in the (orkpla!e as a result o+ the training:
To (hat e2tent did parti!ipants improve kno(ledge
and skills and !hange attitudes as a result o+ the training:
&o( did parti!ipants rea!t to the program:
.mprove morale.
6ltimately it is happening and trainings effectiveness is working outstanding. Citi
employees are always eager to have training programs so that they can learn more, develop
their overall skill and also for some other reasons. "uch as?
Group dis!ussions (ith parti!ipants
*hese enable employees to share comments and observations about what is
happening in their workplaces and what skills they feel they may need.
*ndividual dis!ussions (ith parti!ipants
*hese give employees the chance to talk in confidence about difficulties they are
having and things they need to learn.
Sel+4assessment
*his involves asking employees to list the things they think they are good at and
what subjects they think they need training on.
Dis!ussions (ith managers
*rainers can gather views on training needs from those who come into contact
with the person to be trained.
/serving parti!ipants (hile they are (orking
*hese methods help <> and trainers to assess what people already know and what
knowledge and skills they may need to acAuire to work effectively. .t is best to
gather as much information as possible, using as many different methods as
possible.
Give parti!ipants the opportunity to pra!ti!e ne( skills.
1n!ourage parti!ipants to e responsile +or their o(n learning.
)0
7hile providing training programs, they also keep so many factors in their mind so that
employees can be satisfied and become aware about the effectiveness.
*he training objectives were clear in advance.
*he training objectives were achieved.
*he right amount of information was passed on in the training session.
*he information was clear and easy to understand.
*he trainer knew what they were talking about.
*he trainer was willing to answer Auestions.
*he trainer was able to answers Auestions clearly and completely.
*he training aids were useful and relevant 2including visual aids, handouts etc5.
*he training will help me to be more effective in my job.
*he training has raised awareness.
!lease write any further comments in answer to these Auestions?
)1
1. (e"oendations
Citi is one of the leading banking industry in the world, such a service oriented organiBation
needs to sustain and increase their customers in order to win a large market share. *hat is
why Citibank always provide training programs to develop employees overall personality,
skills and knowledge. "o that they can learn more, implement in practical life, become future
leader and help in achieving target goals. .n the conte$t of service oriented bank in
#angladesh, Citibank, %.&.s operation is very much limited. *hat is why alternative
attractiveness and preventing service failure have great importance in the service marketing
to ensure the customer retention and other issues. rom the study, it is found that Citibank,
%.&. #angladesh provides an e$tensive training program and give opportunities to
employees as motivational factors to gain target goal. 9mployees are very much satisfied and
eager to have more opportunities. .n this point of view it is very hard to give suggestions for
improvement or sustainability of the organiBation, strengthening of the systems and
procedures of their training and development process. <> professionals should take a
proactive role to identify whether there are any lackings that are operating within their
organiBation and should lead the way to find solutions to overcome it. #elow are a few
number of actions that <> professionals can take to break training and development process
related barriers.
>eview <> training and development policies and practices to determine if they are
fair and inclusive.
8ap the strengths and weaknesses of policies and programs.
)2
"upport top+management commitment to talent management.
9nsure that diversity is a key business measurement for success that is communicated
to all employees by top management.
9nsure sponsored training are given to the eligible employee.
,etermine who is looking for more leadership and management training and
development opportunities.
8ollo5ing are soe re"oendations to o,er"oe the barriers
e,aluated after analyzing the inforation gathered fro the eployees
of the sele"ted bank:
<> should not arrange a training program that will cover so many topics. #ecause
sometimes it is found that it becomes hard to complete the topic within the specific
period of time.
"ometimes participants want a session for a long time to learn more.
&fter every training program, <> should give tasks to all employees to implement in
their practical life what ever they have learned and e$perience some new ideas.
rom this study Citibank, %.&. can get the indications on which of the issues they have to
pay more attention to hold the employees satisfaction, market growth, and their potential,
creative, productive employees, business associates, to raise it and to increase their number
of customers.
);
2. Con"lusion
9very organiBation wants to attract and retain the most Aualified employees and match them
to jobs for which they are best suited. <owever, many enterprises are too large to permit
close contact between top management and employees. <uman resources, training, and
employee relationship managers and specialists provide this connection. #oth domestically
and globally, employees represent a relatively untapped source of talent for leadership in the
workplace. #ut some how barriers continue to e$ist in corporate #angladesh. *hat is why
Citibank, %.&. #angladesh provide as much training programs as they can to make Aualified
employees more skilled and develop their knowledge so that they can be a good leader and
run the corporate world and <uman resource professionals and personnel have a significant
part to play and do play through organiBational culture, workplace policies and practices,
change management and workforce education to develop leaders at home and abroad.
)/
;. Bibliography
)undamentals o+ &uman Resour!e Management3 =
th
edition y David A. De!en%o 0
Stephen $. Roins
1mployee Training and Development3 ;
rd
edition y Raymond A. Noe
&uman Resour!e Management3 >
th
edition y David A. De!en%o 0 Stephen $.
Roins
Strategi! &uman Resour!e Management y 9illiam $ Anthony3 $amela 5 $erre(e
0 .. Mi!hele .aeman
&uman Resour!e Management3 8?
th
edition y Gary Dessler
Mello3 @. "<??;#3 Strategi! &uman Resour!e Management3 Thomson 5earning3
Cin!innati3 /hio3 -SA
Bringing Talent into +o!us
Training 0 Development3 /!t <??A y Salopek3 @enni+er @3 &arris3 $aul3 .etter3
$aula35a++3 Mi!hael3 5lorens3 @uana3 Nan!herla3 Aparna3 $a!e3 Ann
Arti!le Availale:
http?CCfindarticles.comCpCarticlesCmiLm//1)CisL200'10CaiLn/20/111'CKtagMcontentHcol1
A high4tough3 lo(4te!h approa!h to training
Training 0 Development3 /!t <??A y Salopek3 @enni+er @3 &arris3 $aul3 .etter3
$aula35a++3 Mi!hael3 5lorens3 @uana3 Nan!herla3 Aparna3 $a!e3 Ann
Arti!le Availale:
http?CCfindarticles.comCpCarticlesCmiLm//1)CisL200'10CaiLn/20/11)/CKtagMcontentHcol1
Can Training )un:
!ays to *ake your training *ore enjoyable% +y, Training Ti*e
)-
Arti!le August B3 <??A
Availale:
http?CCwww.trainingtime.comCnppsCstory.cfmKnppageM-/-
CitiBank N.A. and Training and Development pro!ess related data are availale:
&o( Citi is organi%ed.
http?CCwww.citibank.comCcitiCbusinessC
&R department is one ig dominatri2 (arehouse.
http?CCwww.glassdoor.comC>eviewsC9mployee+>eview+Citibank+>=710('1).htm
/rgani%ational overvie(.
https?CCwww.asia.citibank.comCC#G7eb!ortalCappmanagerCcitibankerChmLbdLcoLen
Citiank NA organi%es training +or o++i!ials.
http?CCwww.thefinanciale$press+bd.comC200'C0-C20C1)02-.html
Creating 1++e!tive Cui%%es in Corporate Training.
http?CCwww.associatedcontent.comCarticleC12'''-;CcreatingLeffectiveLAuiBBesLinLcorporateL
pg2.html
*denti+y 1mployee Training Needs through Needs Assessment.
http?CCwww.associatedcontent.comCarticleC-/01;-CidentifyLemployeeLtrainingLneedsLthroug
hLpg2.htmlKcatM--
/,e!tives o+ Training and the Role o+ the Trainer.
http?CCwww.associatedcontent.comCarticleC'11/--CobjectivesLofLtrainingLandLtheLroleLpg2.
htmlKcatM;
Training and Development.
http?CCwww.associatedcontent.comCarticleC1;2;'(1CtrainingLandLdevelopmentLpg2.htmlK
catM;
9hy 1mployee Training is so *mportant.
http?CCwww.associatedcontent.comCarticleC10'12)CwhyLemployeeLtrainingLisLsoLimportantL
pg2.htmlKcatM;
)1
1mployee Training and Development.
http?CCwww.Beromillion.comCsearch.phpKAM9mployeeN*rainingNandN,evelopment
5eadership !oa!hing.
http?CCleadershipcoachings.comCresult.phpKGeywordsMleadershipO20coaching
1mployee Training.
http?CCrocketready.comCemployeeLtraining.jsp
Best $ra!ti!es in 1mployee S!reening.
http?CCwww.workforce.comCglobalCpdfLempscreening0'.phpKscM98@
Typi!al &R $ro!ess Changes +or Su!!ess+ul Talent Development.
http?CCwww.sumtotalsystems.comClpCtd+ebook+c;.html
Training That Starts Be+ore the @o Begins.
http?CCwww.workforce.comCsectionC11CfeatureC21C--C-)Cinde$.html
))
1. Appendi<
)(
Appendi<9 1
T-A././G & 0121L3PM1/T 1FF1CT.21/1SS 451ST.3//A.-1
"To e asked o+ all &R personnel#
*his is a research on I*raining and ,evelopment !rocess? & study on Citibank %.&.
#angladeshJ. 8y main purpose is to find out the lacking according to the training programs
and development process and help the bank in making a bright future for their talented
employees.
<uman >esources?
7hat do you feel are the key pressures on the <uman >esources ,epartment within the
organiBationK
%o Puestions "trongly
affecting
&ffecting &verage ,isagree "trongly
disagree
1 .dentifying redundancies
2 >edundancy procedures
5
!reparing employees for change and
supporting change in the workplace
,
Geeping up with changes in employment
law
! Geeping up with changes : train them
+
.dentifying stress in the workplace and
dealing with it
)'
6
9nsuring a positive workClife balance for
the workforce
*
9nsuring a positive workClife balance for
the <> ,epartment
:
8anagement training for positive
leadership
10 >etraining to use skills sets in other areas
11
!ersuading 8anagement of the
importance of training the workforce
12 8otivating the workforce
15 4verall 9valuation of !erformance
1, 8easurement of the job performance
1!
*raining to encourage employees to work
across areas
1+
,eveloping training to improve the skills
base of the workforce
T(1 T-A././G 1FF1CT.21/1SS 451ST.3//A.-1
"To e +illed up through in+ormal intervie( and oservational e2perien!es o+ the
employees o+ lo(er3 mid and high level.#
%ameQQQQQQQQQQQQQQQQQQQQQQQQQ......................
&geQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQ.....
,esignationQQQQQQQQQQQQQQQQQQQQQQQQQQQQ
3ender
8ale
emale
Puestions "trongly
agree
&gree &verage ,isagree "trongly
disagree
1
.nduction training is given adeAuate
importance in your organiBation.
2 .nduction training is well+planned.
;
.nduction training is of sufficient
duration.
(0
/
.nduction training provides an e$cellent
opportunity for newcomers to learn
comprehensively about the organiBation.
-
*he norms and values of the company
are clearly e$plained to the new
employees during induction.
1
"enior management takes interest and
spends time with the new staff during
induction training.
)
*he new recruits find induction training
very useful.
(
*he employees are helped to acAuire
technical knowledge and skills through
training.
'
*here is adeAuate emphasis on
developing managerial capabilities of the
managerial staff through training.
10
9mployees of 8id and <igh level are
always sponsored for training programs
on the basis of their own developmental
needs.
11
8id and <igh level employees find out
positive development skills and
motivational factors through training
programs.
12
9ach and every level of employees can
find out the effectiveness of trainings that
helps them in developing additional
skills.
1;
<uman relations competencies are
adeAuately developed through training in
human skills.
1/
*raining is always given adeAuate
importance in the organiBation.
(1
1-
9mployees are sponsored for training
programs on the basis of carefully
identified developmental needs.
11
*hose who are sponsored for the training
programs take the training seriously.
1)
9mployees in the organiBation participate
in determining the training they need.
1(
9mployees sponsored for training go
with a clear understanding of the skills
and knowledge they are e$pected to
acAuire from the training.
1'
*he <> department conducts briefing
and debriefing sessions for employees
sponsored for training.
20
.n+company programs are handled by
competent faculty.
21
*he Auality of in+company programs in
your organiBation is e$cellent.
22
"enior line managers are eager to help
their juniors develop through training.
2;
9mployees returning from training are
given adeAuate free time to reflect and
plan improvements in the organiBation.
2/
8anagers provide the right kind of
climate to implement new ideas and
methods acAuired by their juniors during
training.
2-
9$ternal training programs are carefully
chosen after collecting enough
information about their Auality and
suitability
(2
21
*here is a well+designed and widely
shared training policy in the company.
Additional @udgments and $re+eren!es
Training Needs Analysis "TNA#
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(;
Appendi<9 2
$roposal on4 DTraining and Development $ro!ess: A Study on
Citi Bank N.A. BangladeshE
8. *ntrodu!tion o+ the Topi!
Citi, the leading global financial services company, has some 200 million customers accounts
and does business in more than 100 countries, providing consumers, corporations,
governments and institutions with a broad range of financial products and services, including
consumer banking and credit, corporate and investment banking, securities, brokerage and
wealth management. Citis major brands include Citibank, Citiinancial, !rimerica, City
"mith #arney and #aname$.
Citi #anks <uman >esource ,epartment works for the systematic and continuous process of
analyBing an organiBations human resource needs under changing conditions and developing
personnel policies appropriate to the long term effectiveness of the organiBation. .t is
concerned with the flow of people into, through and out of organiBation. .t always provides
internal and e$ternal training programs for their employees to make them more effective and
talented to run their overall business activities efficiently.
(/
<. Rationale o+ the Study
*he study was conducted to evaluate the <uman >esource ,epartment and Citis overall
training and development practices. &s the chosen organiBation is a highly reputed one in our
country, . decided to find out the different human resource management functions and
practices regarding training and development process that is used inside the company and
also implement some of the <> strategies based on the past records and information that we
obtained from the organiBation.
;. Statement o+ the $rolem
#angladesh is a democratic country with a presence of an uncountable number of both
private and government corporations working in numerous business sectors in the form of
large, small or medium companies. *he companies employ both men and women for their
various functions in their different operational units which gives rise to the presence and
issues of the proper functioning of <uman >esource ,epartment of retaining employees.
7. S!ope 0 Delimitation o+ the Report
S!ope:
#angladeshi companies perspective
*he possibility of increasing the standard, performance and job satisfaction of the employees
by practicing good 9mployee *raining and development strategies in the long run is highly
e$pected because of the ability of the employees to prove their talents and capabilities in the
work place.
>eports perspective
!roper functioning of the <uman >esource ,epartment and organiBational policy is very
necessary for the systematic and continuous process of analyBing an organiBations human
(-
resource needs under changing conditions and developing personnel policies appropriate to
the long term effectiveness of the organiBation.
Delimitations:
*ime shortage is a big constrains because it is very difficult to prepare report and
concentrate on official work by doing regular 'am to )pm office.
,ue to conservatism in sharing data due to high information "ecurity of Citi #ank
%.&., any statistical data or other relevant data cannot be included since survey is
totally out of Citibank %.&.s policy.
*he people to be interviewed informally may not be cooperative.
@ack of information on the website regarding the selected company and the topic for
the report.
Confidential data will be difficult to collect because of their secrecy that is not
revealed.
*he findings of the survey will be based on the employee response through informal
way and observation of the selected company and the results may not properly reflect
the same for other #angladeshi companies both inside and outside ,haka.
*he study is only covered 3ulshan branch, 4ffshore #anking 6nit and other branches
such as Chittagong and 9!D is out of study.
@ack of enough cooperation due to high workload.
B. /,e!tives o+ the Report
a. Broad /,e!tive
(1
*o discover the factual settings of how the human resource department is conducted within
the organiBation which affects the work activities and long term success of the business and
their practices for the organiBation.
. Spe!i+i! /,e!tives
o *o focus on their training and development process and key activities
o *o focus on its effectiveness
o *o focus on employee evaluation for performance appraisal.
o *o focus on the performance rewards.
o *o focus on the motivational factors for employees and management.
o *o focus on employee and management relation.
o *o focus on the turnover ratio and causes.
F# Methodology: Data Sour!es.
&s stated earlier Isometimes at present, dependable, comprehensive and up-to-date
information on training and development in Citibank N.A. are not available my choice of
sample design is very much limited. 6nder the circumstances . was compelled to use
convenience+sampling techniAue, in which . choose employee whenever . find them free and
talked informally. &s the report is based on training and development process in Citibank
%.&. which is in some e$tent broad in sense and . had no idea that is needed to conduct the
survey and finaliBe the report as conducting survey is totally restricted, . decided to do
I9$ploratory >esearchJ. 6nder this research method, . have gone through both primary and
secondary data, e$perience survey where . have discussed with some knowledgeable persons
who have the idea and proper knowledge regarding our research. 4n the other hand, . have
also gone through some case studies that are similar to my researchs problem situation. 8y
()
research is based on also Auantitative information and in some e$tent Aualitative data have
been used.
Considering the facts and reAuirements of the survey a Auestionnaire was also carefully
designed for both personnel and employees where in case of employees . have collected
information through informal way and e$perience observation not accordingly to the
Auestionnaires.
$rimary Data
!ersonal .nterviews with managers and employees of the Citi #ank %.&.
#angladesh.
Se!ondary Data
"econdary ,ata has been collected in the following ways?
&rticles and researches available in the internet and other sources.
.nformation will be collected from the Citis previously prepared reports.
>esearches conducted by various other sources will also be used to gather
necessary information.
>. A!tivity S!hedule
9eek A!tivity
1 *opic selection
2 =isit the selected company
; !roposal submission and approval
/ ,ata collection
- %ote findings
1 ,ata analysis
) >eport writing
( >eport writing
((
' ,raft submission
10 >evision and correction
11 >eport submission
Appendi<9 !
('

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