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TERM PAPER

MGT-2201
Human Resources Management

TOPIC: HR practice of bKash

Group-6
Submitted to:
Sabrina Sharmin Nishat
Lecturer
Department of Management Studies

Submitted by:

Md. Abdullah- Al- Nasim(18241011)

Moneza Mustary Sumona(18241069)
Tanjin Payel( 18241075)
Md Nazmul Hasan (18241077)
Thouhidul Hasan(18241093)
Fahmeda Islam(18241105)
Md.Muntasir Rahman(18241097)

Date of Submission: 17th October 2020

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ACKNOWLEDGEMENT

In the process of completing the term paper, it became quite clear to us that anyone can hardly
complete a term paper alone. Many people and institutions deserve thanks and appreciation for
their valued contribution. As the list of individuals and institutions we wish to thank all but it
cannot be accommodated in this limited space, we therefore would like to thank some specific
ones for their dedicated support.

First, we must express our gratitude to Lecturer Sabrina Sharmin Nishat, our faculty advisor,
who helped us decide on a topic that was of interest. Her guidance in helping us to separate the
important and necessary details from the unnecessary certainly helped us to stay on the correct
track.

Special thanks to bkash limited for supporting us with our collection of information and sparing
time from their extremely busy schedule.

Our gratitude goes out to all our friends who helped during the difficult times when we felt like
work was hard and ready to give up. They gave us back life, just by being there.

At the end, we would like to thank our family who has been with us all our lives. They have been
extremely patient and always willing to sacrifice when it came to our studies and now work.
Without such a wonderful family, we do not think we could have spent our lives, let alone
complete this term paper.
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LETTER OF TRANSMITTAL
October 17th, 2020

To

Sabrina Sharmin Nishat

Lecturer
Department of Management Studies,
Faculty of Business Studies,
Bangladesh University of Professionals.

Subject: Submission of Term Paper on HR practice of bkash limited.

Dear Madam,
It gave us an immense pleasure in presenting this term paper, which was assigned to us in
“Human Resource Management” course of the BBA in Management program. In this paper, we
have tried our level best to portray the picture of HR practice of the organization, “bkash
limited” We tried to cover as much as information possible all collected through the Human
Resource Manager and employees of the Customer Service Division.

We consider ourselves very privileged to prepare this report under your guidance. This has been
an enormous opportunity for us to learn about this sector. It has provided us with a great scope of
applying the gathered knowledge in the practical field. We must mention here that we are
extremely thankful to you for your valuable guidance, tiresome effort and constant attention
whenever required.

We will be pleased to answer any sort of query you think is necessary, as now and when needed.
We would like to draw attention particularly on the matter that there is always a space for
clarification of any relevant topic. We will be available for any sort of discussions.

Thank you.

Sincerely yours,

Md. Abdullah- Al- Nasim(18241011)

Moneza Mustary Sumona(18241069)
Tanjin Payel( 18241075)
Md Nazmul Hasan (18241077)
Thouhidul Hasan(18241093)
Fahmeda Islam(18241105)
Md.Muntasir Rahman(18241097)

BBA (Management)-2018; Section: A

Faculty of Business Studies,
Bangladesh University of Professionals
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TABLE OF CONTENTS

Chapter- I (Introduction) …………………………….. 1

Background …………………………………….. 2
Objective of Term Paper………………………... 3
General Objective ……………………………… 3
Primary Objective ……………………………… 3

Chapter- II (Literature Review) ……………………... 4

Literature Review ………………………………. 5

Chapter- III (Methodology)………………………….. 6

Primary Data …………………………………… 7
Secondary Data ………………………………… 7

Chapter - IV (Organization Overview) ………………. 8

bKash Limited ……………………………….. 9
Vision of bKash ……………………………….. 10
Mission of bKash ……………………………… 10
bKash Corporate Slogan ………………………. 10
Current No. of Users …………………………... 10
Region of bKash ……………………………….. 10
Functional Division of bKash ………………….. 10
Partners of bKash …………………………….. 10
Position in Fortune Magazine ………………… 10
How to Open A bKash Account …………… 10
Services Offered by bKash …………………… 11
Benefits of using bKash ...
Recruitment Process of bKash

Chapter-V (Findings & Analysis) ………20

Human Resource Department of bkash………21

Chapter-VI (Recommendation &Conclusion) ………26

References………………………………………28
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Executive Summary

In this term paper here is an attempt to undertake the HRM issues which has its operation in
Bangladesh. The company that we have chosen is bkash limited. Bkash is basically a fin Tech
Company which combines finance with technology. Bkash is a new company and it serves the
financial area of Bangladesh, one of its major services is the mobile financial services or mobile
money transfer. Their main aim is to provide services to those who do not have a bank account
and make them familiar to banking services. By seeing its popularity we would say that bkash is
achieving its main goal. We have provided two methodologies to bring out information, one is
the interview of an HR manager and other one is from various online articles and journals.
Then we discussed about the team leadership style of bkash and found out that they follow an
excellent Combination of employee- employer relationship and healthy work surroundings and
good relationship among the employees. In the next part of the report, we described the current
HRM system of bkash in details. At first is the recruitment process which contains tree steps,
forecasting, need analysis and CV collection. The next is the selection process that combines of
CV screening, face to face interview, salary negotiation, historical past research and joining.
There are even other benefits which the employees get that makes their jobs extra attractive and
manageable like health benefits, retirement benefits, transportation blessings, overall
performance associated benefits.

At the end we tried to suggest some betterment HR system for bkash Company.
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Chapter - I
Introduction
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Background
Human recourses management is a function within an organization concentrated on recruiting,
managing and directing people who work in it. Human Resource Management also deals with
issues related to compensation, performance management, organization development, safety,
wellness, benefits, employee motivation, training and others.
HRM plays a strategic role in managing people and the workplace culture and environment.
HRM is important for companies which have its association globally. HRM roles and features
believes crossing borders determines those companies‟ to extend their company manage as a
long term method which then escalates the leverage of HR in tracking the coordination among
the worldwide and local stages. To reveal the coordination, functionality of the HR is improved
via introducing a centralized method in which the rules created are later sent to the line managers
chargeable for the person departments of the firm, the method covers a wide variety of HR
activities as the regulations are created and developed again and again with information shared
through the line managers who inspects the feedback after the guidelines had been applied
because it enables to provide and assist to share the quality practice throughout the firm, it
additionally enables to sustain maximum manage of HR activities . The crucial task for HR is
accountable to area the right individual for the right activity, enact this perfection via an
impeccable recruitment and screening in which the margin of error is minimal because on
boarding the right personnel for the longer term is important as turnover is costly and lastly in
order to expand a pleasing work surroundings building a healthy relation between organization
and employee is needed. A successful organizational support is accomplished because the
organization, worker, staffs are receiving orders concerning techniques, tactics and systems to
gain the goals from a centralized department. With the organization goals achieved, deserving
personnel are appraised via performance appraisal where no bias exists which therefore helps to
build efficiency within personnel believing that you get rightfully rewarded on your attempt.
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Objectives of the Term Paper

The aim of this study is to gather an overview and practical knowledge about the HR practice of
bkash limited, training program & also the development program of employees of bKash
Limited. To achieve this, research aim is broken down into following parts:

General Objectives

● To analyze the recruitments, selection, training process of the employees at bKash.

● The upcoming prospects in HR practice of bKash.

Specific Objectives

● To give an overview of HR practice the leading mobile financial service company of

Bangladesh.
● To find out the kinds of training provided by bKash to its employees.
● To look on the frequency of training provided by bKash to its employees

Limitations of the study:

While preparing the paper we have faced some following limitations:

1.Bkash officials maintain a high level of confidentiality about their data and information. For
this reason secondary data sources was quite limited.

2. Bkash do not give access to external people. That’s why we do not gather information in
detail.

3. Due to high sensitivity bkash does not allow much insight on the internet. Thus it was quite
difficult to access secondary data and research on bkash.
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Chapter - II
Literature Review
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Literature Review
A review of the literature indicates several areas of conceptual research. Although there are
many areas of pursuit, our study begins with the study of HRM practices in bKash. Specific
interest in these topics issue to the very practical significance of the customer attitude towards
the services of bKash

Attitude of Customers towards Mobile Banking: Various types of innovations have significant
effects on the life style of human being. This era is an era of technology revolution. Quick
expansion of information technology and Rapid technology advancements have introduced major
changes in the worldwide, banking sector economic and business atmosphere and imbibed into
the lives of millions has of people. Attitude of consumers and adoption of mobile banking
showed that different factors predetermine the consumer’s attitude towards mobile banking such
as person’s demographic profile, motivation and behavior towards different banking
technologies and individual acceptance of new technology. It has been found that consumer’s
attitudes toward online and mobile banking are influenced by the prior experience of various new
innovation of technology. Mobile banking enables consumers to consider concerns about
password integrity, privacy, hacking, and the protection of personal information. bKash requires
high consumer involvement, as it requires the mobile services technology. Many companies in
the financial services sector and others banks have been implemented mobile involvement or
mobile banking, internet involvement and capabilities, and electronic services to increasing the
customer involvement and customer satisfaction as customer satisfaction and customer retention
are the key success factors.

bKash, a mobile banking: About 70% of total populations in Bangladesh live in rural areas that
have not sufficient access to formal financial services. But over 50% of total population has
access to mobile phone. These devices not only can be used as a device for talking, but also can
be used as an important device for processing others essential tasks such as SMS banking or
mobile banking. bKash, a subsidiary of BRAC Bank has utilized mobile devices for conducting
financial transactions in an efficient manner. (Mobasherur Rahman, 2012)

Consumer Awareness: Consumer awareness is very much popular in marketing that means
consumers are aware of products or services, its features, ins and outs, pros and cons and the
marketing P's (Product, place, price, and promotion). Different types of advertisements such as
TVC, print ad, radio ad, sponsoring, word of mouth and others commercials increase consumer
awareness. If the consumer is well aware about the product or services or other marketing mix
they will not be misled by producers, it explains if what they buy is worth to their money and not
harmful to them and to environment.

Credibility: Credibility is an significant and important factor in adoption of IT services that

denotes the trustworthiness of IT system and its ability in performing transactions (Erdem and
Swait, 2004). Credibility is the extent to which a customer thinks that using the mobile banking
does not hamper any privacy or security issue( Wang et al. , 2003). In the absence of credibility
on the issue of banks makes customer concern about their financial transactions that these
information could be diffused to third party (Luarn and Lin, 2005).
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Some recent studies have discovered that perceived credibility significantly affect the adoption
of mobile banking. The absence of credibility reduces the probabilities of acceptance of mobile
banking (Wang et al., 2006; Luarn and Lin, 2005). In another study, Koenig-Lewis et al. (2010)
found that credibility are negatively significant with the perception of risk and also positively
affect adoption of mobile banking. Thus, the higher the perception of credibility of mobile
banking, the lower the perception of risk and therefore higher the willingness of the customers to
adopt it. So we can conclude that the perception of credibility and adoption of mobile banking is
positively correlated with each other.

Mobile Financial Services (MFS): According to Alliance for Financial Inclusion (2012) - ‘The
wider meaning of Mobile Financial Services (MFS) contains any economic services that single
can admission and execute using mobile phones’. There are six pieces of such basic economic
transactions – saving, payment, investment, transfers, credit and security. This contains mobile
money, banking and payments too.
‘Smartphone’s better usage and functionality has certain increase to demand for mobile finance
(m-banking) facilities and stimulated, microfinance institutes, software house, banks and mobile
phone operatives to proposal this ground-breaking facility together with the new groups of goods
and applications strategic to extend their customer scope (including to unbanked populations),
enhance operational competence, improve the customer retaining, provide all new service
chances and increase market share.’ - said Shaikh & Karjaluoto in 2014.
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Chapter - III
Methodology
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Methodology
The entire paper has been prepared based on both:

Primary Data

The primary data of the following report has been taken through -

● attending the following seminars:

1. Orientation of Job Session Program ( Attended by Md. Abdullah Al Nasim-
18241011)

● interviewing the following personnel:

1. Syed Nasir, General Manager, Human Resources Division
2. Saddam Hossain, Deputy General Manager, Customer Service Division
3. Jannat Fariha,Senior Officer, Training Department, Customer Service Division
4. Miraz Hasan Raju, Senior Officer (Team Leader), e-KYC Department

Secondary Data

Secondary data are gathered from -

 1.Google and different websites

 2.Selected journals
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Chapter - IV
Organization Overview
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bkash Limited
bKash Limited, a subsidiary of BRAC Bank, started as a joint venture between BRAC Bank
Limited, Bangladesh and Money in Motion LLC, USA. In April 2013, International Finance
Corporation (IFC), a member of the World Bank Group, became an equity partner and in April
2014, Bill & Melinda Gates Foundation became the investor of the company. The ultimate
objective of bKash is to ensure access to a broader range of financial services for the people of
Bangladesh. It has a special focus to serve the low income masses of the country to achieve
broader financial inclusion by providing services that are convenient, affordable and reliable.
More than 70% of the population of Bangladesh lives in rural areas where access to formal
financial services is difficult. Yet these are the people who are in most need of such services,
either for receiving funds from loved ones in distant locations, or to access financial tools to
improve their economic condition. Less than 15% of Bangladeshis are connected to the formal
banking system whereas over 68% have mobile phones. These phones are not merely devices for
talking, but can be used for more useful and sophisticated processing tasks. bKash was conceived
primarily to utilize these mobile devices and the omnipresent telecom networks to extend
financial services in a secure manner to the under-served remote population of Bangladesh.

bKash provides a safe, convenient platform to store limited fund and easy ways to make
payments and fund transfer services via basic mobile phones to both the unbanked and theunder-
banked people of Bangladesh. Licensed by Bangladesh Central Bank in 2010, bKash is a
subsidiary of BRAC Bank Limited with operational engagement with 15 different banks. With a
social uplifting agenda and focus on business viability, bKash launched its services in 2011 and
today operates with over 30 million registered accounts, making it a household name for
providing access to regulated mobile financial services for the general mass of Bangladesh.

Vision of bKash
bKash is built to focus on its own business at the start. Links to wider financial services could be
developed in the future. bKash combines a diverse group of investors, but they all at least share a
vision for scale.

Mission of bKash
By providing financial services that are convenient, affordable and reliable, bKash aims to widen
the net of financial inclusion. bKash wants to provide a solution for Mobile Financial Services,
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built on a highly scalable Mobile Money platform, allowing the people of Bangladesh to safely
send and receive money via mobile devices.

bKash Corporate Slogan

bKash Limited has a common slogan. It is '' PROYOJON E PASHE bKash''

Current No. of Users

More than 30 million people are directly connected with bKash at present.

Region of bKash
For the business purpose, bKash has divided Bangladesh into ten regions. They are:
1. Dhaka-North
2. Dhaka-South
3. Chittagong
4. Sylhet
5. Barishal
6. Bogra
7. Rangpur
8. Khulna
9. Cumilla &
10. Mymensingh

Functional Division of bKash

From the past history of bKash we know bKash starts its journey with 12 people. Now there are
different divisions and under these divisions there are different department.
Every division has a CXO and there is a departmental head (HOD) for the department. After that,
there are general manager, deputy general manager, manager, assistant manager, senior officer
and officer. Other than that, there is a business partner who is basically from HR department.
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Admin Compliance Process

Monitoring & Control
Team(CPMCT)
Customer Service

External Affairs Strategic Compliance(SC)

External Corporate
Affair Division
(ECAD)
Suspicious
Regulatory &
Transaction/Activities
Corporate Affair(R
Marketing Record(STR/SAR)
& CA)

Documents & Record (D&R)

HR Anti-Money
Laundering (AML) &
Combating Financing
Board of Director

of Terrorism(CFT)
Risk Monitoring & Control
Finance
Team(RMCT)

Internal Control Training

Field Compliance
Technology
Assessment Team(FCAT)

Regional Anti Money

Commercial Laundering Compliance
officer(RAMLCO)

Corporate
Governance &
Legal

Figure: Functional Division of bKash

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Services Offered by bKash

After opening a bKash account a person can use the services of bKash easily. bKash provides
different types of services for its customers. They are:

Send Money
By using bKash account a person can transit money. He can send money to another account.
It is the easiest way of transfer money.

Cash -In
A person can keep cash in his bKash account from the nearest agent. Agents are usually helps
the customers to cash in and out from their account.

Cash-Out
As like the same way of cash in a bKash user can make cash out from the account.

Make Payment
By using bKash account, a user can make payment easily. Sometimes bKash give some
parentage (%) of cash back offer of payment by using bKash account.

Request Money
In emergency cases a bKash user can request another user for sending some money to his
account. He can get the requested money easily by using bKash.

Refer to A Friend
On the other hand a bKash user can use the reference code of another bKash user. It basically
means the payment will be due until the other person paid the payment after accepting the
request text.

Buy Airtime
This is the most helpful service I found as a bKash user. Having a bKash account one can
easily recharge his number or can by airtime at any time.

Remittance
Lastly, Western Union, MasterCard and bKash have has launched a ground breaking service
for Bangladeshis to receive international remittance in a convenient way. People can receive
money sent from abroad using Western Union directly into their bKash Account at the comfort
of their home, 24/7. The money will be transferred through MasterCard‟ secured network; hence
the efficacy of this new service is highly ensured.

Pay Bill
Customers can pay their bills of rural electricity, NESCO & DESCO smart prepaid cards
through bKash.
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 Interest on Savings
Customers can get interest on the amount of Cash-In money.

 Online Payment
Customer can pay their online bills & also buy ticket by using bKash.

Benefits of using bKash

1. The fastest financial service
2. Affordable
3. Nationwide coverage
4. A secured and convenient service
5. Commercial benefits
6. Created for migrants
7. Creation of revenue earning sources

For using bKash first of all a person need to open a bKash account. After opening an account a
people will be known as bKash customer. In this case for opening a bKash account a person
needs his/her NID (National identification) and an active phone number. One NID is valid for
one bKash account. For security there is also a security code and useable password by which the
customer can transit money by the account.
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Chapter - V
Findings & Analysis
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Human Resource Department of bKash

bKash today stands for reliance. The foundation of this reputation lays resourceful manpower,
updated technology and above all devotion. Devotion to humanity and commitment to program
made the story a success. bKash is now the best & safest way of transferring money from one
place to another and also for other lots of activities like payment, buy airtime etc. bKash is not
only dedicated to increase their daily transaction but also ensures safe transaction ability, user
friendly interface and available for all rage of people with high quality service. And higher
quality cannot be ensured unless the personnel related to service are properly trained.

bKash‟s HRD is tirelessly working on the continuous training; development and well-being of
its members. Both in-house and outside organization training of employees are concomitant and
ongoing process. For continuous monitoring and development, a highly scientific participatory
Performance Management System (PMS) is in use for assessing employee need and appraising
them once in each quarter of the year. Along with regular programs for HR Development bKash
has number of Employee Relations Programs (ERP).

Good training lessens frustration and boredom between supervisor and worker. It contributes to
improved human relations and raises morale. The improvement in skills increases productivity
and lessens turnover. Through training, organization help make employees more loyal to the
company. So, unless the product or service is the only one of its kind, we are looking for an
edge, an advantage something special from the major competition. And training is one of the
strongest tool through which a specialty can be created.
In today‟s marketplace, it‟s given that everyone want increased efficiency., better performance –
that is a bigger piece of the pie. Yet virtually everyone is finding this more and more difficult to
achieve. May be sheer number of competitors has increased.

Training also helps ambitious employees forge ahead in their own careers. On the other hand,
better service increases customer satisfaction; lead to repeated business and large transactions.
When we develop employees potential these things are vastly related. Training is a leadership
activity, which prepares individuals for their own future opportunities.

Major human resource activities of bKash Limited under certain division are as follows:

Selecting and Hiring Employees

bKash HR management often is responsible for selecting and hiring candidates. Department
managers usually apprise HR managers what qualifications they desire in job applicants. They
develop job descriptions that outline various skills and experience levels for applicants .

Recruitment Processes
Forecasting
The business partners of Bkash predict the need of employee for the particular department.
And they provide information to the head recruiters. Need Analysis For recruiting new employee
the dedicated recruiter will analyses why they need new employee and for which purpose they
need so.They may need employee, if there is a new project or they are recruiting new employee
because they are termination or promoting an existing employee.

CV Collection
After finishing the analysis now they know which position to fill up and how many
employee they are going to need. Now they are ready to collect CVs which will match and
 22
expectations and requirements. Sometimes they observe the candidates inside or outside the
organization which makes this process easier.
They collect CVs from two types of candidates.

1. Internal Candidates
2. External Candidates

Bkash prefers internal candidates; they tell their existing employee to drop their CV for any
higher position or any other vacant position. This is the way they fill up their positions mostly,
especially higher positions.
If they cannot fill the existing position with internal candidates then they will go outside to
recruit new employee.

There some sources which help Bkash to collect CVs of external candidates.Such as-

Campus Recruitments
Bkash collects CVs from campuses. Campuses organizes career counselling and job fairs
and via these Bkash collects CVs.

Job Websites
Candidates drop CVs in different websites and Bkash also considers CVs from those
websites.

Internship Program
Bkash offers internship opportunity and by this they collect CVs and select candidates.

Social media
Their main source of collecting CVs is social Medias. Recruiters use social media in order to
collect CVs. They find LinkedIn profile of various candidates and shortlist them. The recruiters
have their own knowledge to select an employee. And for that they have to have good
connection with markets and they have to build up their own networking system as well.

Selection Processes
The selection criteria of Bkash depend on positions and for that they look after two main aspects.
1. For new employee they look at extracurricular activities and the knowledge about some
particular subject.
2. For experienced employee they consider candidates' achievements and experiences.

To carry out this selection process they have to look at the respective job position. Like if they
need a territorial manager the HR manager or marketing manager will take interview. Number of
experts take interview when they need to fill up an executive or managerial position.

Implication of strategic Human Resource Management (SHRM):

The effect of strategic human resource management (SHRM) on organizational performance is
surveyed. Furthermore, the effect of a SHRM approach on the individual execution, hierarchical
duty and employment fulfillment levels of human asset experts is examined. An organization
displays SHRM when the HR work is vertically lined up with the mission and destinations of the
organization and horizontally integrated with other organizational functions. Data from a
national sample of 269 human resource professionals from large US manufacturing firms were
analyzed using structural equation modeling techniques. Results show that the immediate effect
of SHRM on hierarchical execution is sure and critical, as estimated. Further, SHRM was found
 23
to specifically and decidedly impact singular execution, authoritative responsibility and
occupation fulfillment. Top managers implementing a SHRM system can, in this way, expect
enhanced authoritative execution and enhanced levels of individual execution, job satisfaction
and organizational commitment from the organization's human resource professionals. bKash
plans to enlarge the net of budgetary incorporation by giving money related managements that
are
advantageous, moderate and dependable across the country. bKash needs to give an answer for
Mobile Financial Services, based on a extremely flexible Mobile Money stage, enabling the
general population of Bangladesh to securely send and get cash through cell phones. For this the
human resource has a major effect on accomplishing the objective.

The vital human resource idea that made bKash uncommon is that they integrated the merchants
as in the ones who allow individuals to open a record as a piece of their human resource. That
made the management more general and helpful for people around the country. They provide a
specific measure of compensation to the dealers per account however that is awfully low as
opposed to keeping permanent employee and giving pay rates. This cost effective salary did
become successful. They incorporate new ways to deal with HR framework at various levels.
Aside from that bkash encourages internal recruitment initially, they train their employee for
future difficulties. The human resource departments the business accomplices for various
departments who search for qualified people all around internally and externally, if there is a
possibility of vacancy or required for purposes. Recently, Bkash organized GenNEXT Leader
Program for the following intake MTO position in bKash in 2017 for the fresh graduates. Bkash
additionally encourage dropping CV for the ones who are interested. Bkash provides enough
advantages alongside a decent work environment to their employees and encourages flexible
working hours. Accordingly bkash likes to keep up a position of safety and concentrates on give
provide service and achieving the strategic target as a team.

Training and Development - HR management at bKash also manages the training for
new employees. Some training might only involve handing out a training manual and
information
on company policies. Other times, HR managers must coordinate off-site training through
training managers within their organization.

Training Operated by bKash

Developing an effective T&D program requires long periods of continuous and systematic
approaches. For any company to be considered a successful T&D provider, it must follow a
systematic process to carry on training initiatives. bKash, a subsidiary company of BRAC Bank,
is no exception.
In general, training and development programs occur according to the company business plan
and strategy and the HR policies and procedures. After a training plan is developed, then it needs
assessment followed by program design (if conducted by company) and then finally monitoring
and evaluation at different levels and situations. One generally accepted effective training and
development system composes of 7 steps, based on the principles of Instructional System Design
 24
(ISD), reflecting an ADDIE (analysis, design, development, implementation, and evaluation)
system. Some significant types of training conducted by concerned departments at bKash are
given below:

 Induction Training: This is similar to orientation training. Every new entry undertakes this
training. This training is coordinated and scheduled by the Human Resources Department
(HRD). Basically it is a training aimed to give the new employee an overall view about the
company activities, activities of different departments, the activities of interacting departments
with whom he would be dealing with and general rules and norms which is practiced in the
company.

 Quality Control (QC) Training: QC personnel are the most important element of the service
process. They have the responsibility and authority to approve or reject all sorts of complain,
request, fraud case etc.

Equipment Oriented Training: The handling of every equipment according to the Standard
Operating Procedure (SOP) is very important to the product quality, such trainings are:
 Equipment Installation: These trainings are usually held under the supervision of the
supplying company at overseas.

 Standard Operating Procedure: These are held for all new operators before they
independently operate each responsibility. It also includes training on emergency or breakdown
procedure.

Equipment Cleaning and Maintenance: Training on how equipment and utensils shall
be cleaned, maintained, and sanitized at appropriate intervals to prevent malfunctions or
contamination that may alter the safety, identity, strength, quality and safety of the service
product beyond the official or other established requirements.
 Production and Process Controls Training: There should be written procedures for process
control designed to assure that the products have the identity, strength, quality and safety they
purport or are represented to possess. In this training trainees are trained have a thorough idea on
these matters.

Performance Appraisal

Small company HR managers usually develop performance appraisal forms for their
organizations. These forms are often used to determine the percentages and amounts of raises
employees receive each year. Performance evaluations also help department managers determine
in which areas their employees need improvement such as report writing, working in teams and
following directions.
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Compensation
The HR department also determines compensation packages for various employees. Most
compensation is based on grade levels.
For example, directors have higher grade levels than managers, and manager‟s rank higher than
analysts or coordinators. The HR manager might study comparable salaries within the industry to
derive compensation ranges.
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Chapter - VI
Conclusion & Recommendations
 27

Conclusion

Being the first e-business company, bKash has been able to show consistent growth in employee
satisfaction and an increase in willingness to their work. The HR department who has
spontaneously been able to control the departments, making sure that every need and issues of
employees were answered and solved, making sure that discrimination was minimized, the
performance of employees appraised rightfully with complete transparency with no existence of
biasness moreover being able to offer a balanced amount of benefits to both employer and
employees proving to be an abundant offering for their future welfare.

Recommendations
Bkash is a big company now. There is a lacking of manpower in ratio to the organization’s total
workforce. They should recruit sufficient people based on the demand of different sections in HR
as there is lots of awaiting work in HR admin & in Pay benefits because of less manpower. Some
time they keep a lot of work pending.

 BKash exceptionally want to designate employees from their inside existing man constrain.
This is one hand and efficient practice but on the other hand this also an obstacle for the entry of
new and fresh talents. This doesn't give imaginative viewpoint a chance to expand much. So our
recommendation will be receive CV's from a border stage.

Bkash hardly ever gives circular for vacancy in newspaper. So in the event that they chose to
Borden their frame of reference, they can put promotions in daily papers, online media.
 There are some strong influences of external references in some cases. The external forces
should be reduced.
 HR software of Bkash in use needs up progression and modifications.
 The salary structure is not sufficient according to the workload of employees for that they
cannot perform well.
 Bkash has older promotion procedure for that right people are not acknowledged on time.
 HR service delivery desk is unable of proper services on time due to less manpower.
 To diminish the additional workload of the employees Bkash need to increase their manpower
to associated departments.
 They should improve their Performance Management system to track the employee’s
performance to the point.
 The Human Resource Division’s control must be structured through chain of command.
 28

References

1. Bangladesh Financial Intelligence Unit. (n.d.). Retrieved August 31, 2018, from Bangladesh

Bank: https://www.bb.org.bd/bfiu/circulars.php

2. bkash - Wikipedia. (n.d.). Retrieved July 25, 2018, from Wikipedia:

https://en.wikipedia.org/wiki/BKash

3. bKash | Home. (n.d.). Retrieved August 3, 2018, from bKash: https://www.bkash.com/

4. BRAC. (n.d.). Retrieved August 10, 2018, from Training and workshops programme:

http://www.brac.net/education-programme/item/777-training-and-workshops-programme

5. BRAC. (n.d.). Retrieved August 10, 2018, from HUMAN RESOURCE AND LEARNING

DIVISION: hrd.brac.net

6. Future Startup. (n.d.). Retrieved August 11, 2018, from Mobile Financial Service 101: Major

Trends In MFS In Bangladesh : Mobile Financial Service 101: Major Trends In MFS In

Bangladesh - Future Startup. (2017). Future Startup. Retrieved 30 August 2018, from

https://futurestartup.com/2017/02/14/mobile-financial-service-101-major-trends-in-mfs-in-

bangladesh/

7. The Growth of Mobile Financial Services in Bangladesh. (n.d.). Retrieved August 10, 2018, from

CGAP: http://www.cgap.org/blog/growth-mobile-financial-services-bangladesh

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