performance management system of new horizons clc of bangladesh

Internship Report PERFORMANCE MANAGEMENT SYSTEM OF

NEW HORIZONS COMPUTER LEARNING CENTER OF BANGLADESH

Faham Kabir

Internship Report on

Performance Management System of New Horizons Computer Learning

Center of Bangladesh

Submitted to

Masudur Rahman Professor

Faculty of Business Studies Department of Marketing

Daffodil International University

Submitted by

Faham Kabir ID: 112-14-507

Master of Business Administration Major 1: Human Resource Management

Major 2: Management Information System Daffodil International University

Date of Submission: 22nd September 2014

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Page | ii © Daffodil International University

Letter of Transmittal

September 22, 2014 To Masudur Rahman Professor Faculty of Business Studies Department of Marketing Daffodil International University Subject: Submission of Internship Report. Dear Sir, It is my great pleasure to submit you my internship report on “Performance Management System of New Horizons Computer Learning Center of Dhaka” I have tried my best to complete this report properly following your guidelines. This report shows a performance management system of New Horizons CLC of Dhaka. Please let me know if you have any query or comments so that I can enrich my report as per your instruction. My contact address is: email: [email protected] Mobile: 01617306090. Sincerely Yours, (Faham Kabir) ID: 112-14-507 Master of Business Administration Major 1: Human Resource Management Major 2: Management Information System Daffodil International University

mailto:[email protected]


Page | iii © Daffodil International University

Approval Certificate

This is to certify that, the report on “Performance Management System of New Horizons

Computer Learning Center of Bangladesh” has been submitted for the internship program

for the Master of Business Administration (MBA) degree from Daffodil International

University, carried out by Faham Kabir, ID: 112-14-507 under my supervision. Any part of

this report has not been submitted before for any purpose.

I am approving that, this report is a fresh copy which prepared by Faham Kabir.

I wish him a best of luck on every step of his life.

(Masudur Rahman) Professor Faculty of Business Studies Department of Marketing Daffodil International University


Page | iv © Daffodil International University

Acknowledgment

At first, I would like to show respect to my creator. I would like to thanks my supervisor Dr.

Masudur Rahman, who gives me the details guidelines for preparing this report. I am

thankful to employees of New Horizons CLC of Bangladesh especially to Dr. Habibur Rahman

for his constant support, cooperation and suggestion in preparing this report.


Page | v © Daffodil International University

Disclaimer

I am Faham Kabir, the student of Daffodil International University in Master of Business

Administration (MBA) program, ID: 112-14-507, is claiming that, the whole report has been

written by me. Not a single part of this report has any match with any other published

report.

(Faham Kabir) ID: 112-14-507 Master of Business Administration Daffodil International University


Page | vi © Daffodil International University

Executive Summary

New Horizons Computer Learning Center of Dhaka is one of the renowned IT training firm in

Bangladesh. In last thirteen years, New Horizons Computer Learning center of Dhaka taken

an excellent market position on IT training sector. This report will present a framework

which will show the way of maximize the quality output from every employees. By which

the profit will be maximum.

Researcher worked on each an every category of employee’s responsibility, performance

appraisal process, reward system and employee’s development issues which will helpful to

achieve short and long term objective of the company.

Report shows the way of ensuring sustainable good performance of employees. Report

mentions the job responsibility list of the employees. It also identifies the standard level of

performance and details way of measuring that performance. Report mentions the way of

compare actual performance and standard performance. For long term good performance

and to ensure job satisfaction of the employee, report recommends a reward system.

Several practical problems which are hampering to achieve maximum profit are discussed

on this report.

Summary of the report is that each an every employees responsibility should be well

defined and have to ensure the accountability to only one person. Reward system should

reflect by performance of individual or team. Good performer should be rewarded so that

s/he can continue his quality output. Bad performer and good performers reward should

have big difference.

As New Horizons brand is world wide acceptable as a quality IT training provider. So, it will

be not such difficult to achieve more market share and profit if employees’ performance

became excellent. Only excellent system can ensure excellent performance of employees.


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Table of Contents

Chapter 1 ....................................................................................................................................1 Introduction ...............................................................................................................................1

1.1. Introduction ..................................................................................................................2 1.2. Background ...................................................................................................................3 1.3. Scope of the Study ........................................................................................................3 1.4. Objectives of the Study .................................................................................................4 1.5. Methodology ................................................................................................................5 1.6. Limitations of the Study ................................................................................................6

Chapter 2 ....................................................................................................................................7 Company Profile .........................................................................................................................7

2.1. Company Profile............................................................................................................8 2.2. In a Brief: New Horizons Computer Learning Center(CLC) of Dhaka ...............................8 2.3. Mission of New Horizons CLC of Dhaka .........................................................................9 2.4. Vision of New Horizons CLC of Dhaka ............................................................................9 2.5. History and Milestone of New Horizons CLC of Dhaka .................................................10 2.6. Training Methodology at New Horizons ......................................................................13 2.7. Training Partners .........................................................................................................15 2.8. Corporate Clients of New Horizons CLC of Bangladesh: ...............................................16 2.9. Organization’s Structure of New Horizon CLC of Bangladesh .......................................17 2.10. Key Services of New Horizons CLC of Dhaka ................................................................20

Chapter 3 ..................................................................................................................................21 Project Part ...............................................................................................................................21

3.1. Weakness of Present Performance Management System ...........................................22 3.2. Objective, Responsibilities and Performance Standard of Employees ..........................23 3.3. Performance Appraisal ................................................................................................25 3.4. Reward System and Compensation Plan .....................................................................25

Chapter 4 ..................................................................................................................................27 Recommendations and Conclusion ..........................................................................................27

4.1. Recommendations ......................................................................................................28 4.2. Conclusion ..................................................................................................................29 4.3. Reference ...................................................................................................................30

Chapter 1

Introduction


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1.1. Introduction

In today’s competitive world, human resource is a key resource in an organization. Effective

use of human resource can take an organization in different class. To manage human

resources effectively, company should have organized performance management system.

Excellent performance management system ensures employees good performance

consistently.

New Horizons Computer Learning Center is one of the world’s largest IT training firms. They

provide several Information Technology related training for individuals’ career

development. New Horizon CLC of Dhanmondi, Dhaka branch is trying to develop a system

by which employees’ performance will be improved. This system will identify the

employees’ performance level and helps to develop employees’ performance.

For developing this performance management system, efficiency of each an every employee

will be maximum. That will directly reflect to the level of organization’s development and

profit. This study will cover all factors that related to the performance management system

of_New_Horizons.



1.2. Background

This study will show the performance management system of New Horizons CLC of Dhaka,

Dhanmondi Branch. It will present a framework which will ensure the maximum output

from all employees. New Horizons Computer Learning Center follows the international

framework of Americas Worldwide franchise network. In Bangladesh environment, the

implementation of international guideline is quite difficult. Report will present a framework

which will not conflict with international guideline. Nobody yet conducted any study on this

organizations performance management system, which given researcher the opportunity to

work on this topic. Researcher has more than two years of work experiences in Human

Resource Department.

1.3. Scope of the Study

In this study, researcher worked only on some specific field of the organization. This study

has been conducted on only New Horizons CLC Dhanmondi Center. Analyzing the

performance management system is a broader issue. Researcher only worked on several

department employees’ excellent performance.



1.4. Objectives of the Study

New Horizons CLC of Dhaka is generating minimum amount of profit in recent years. As a

renowned IT training firm, the profit will be maximum if every employee can ensure

maximum output. The key objective of this study is to identify the best performance

management system.

1.4.1. Broad Statement

To identify the weakness of present performance management system

To develop a performance management system this will ensure employees maximum output.

1.4.2. Specific Objective:

To identify job responsibility of New Horizons CLC of Dhaka employees

To identify the standard level of performance for each department of New Horizons CLC of Dhaka

To generate an effective performance appraisal system of New Horizons CLC of Dhaka

To generate an effective reward system for employees of New Horizons CLC of Dhaka



1.5. Methodology

Type of research: This report is an Exploratory in nature.

Source of data: To prepare this report data has been collected form primary and secondary

sources. Maximum data has been collected form primary sources.

Secondary Data Source:

Company Documents and Manuals

Books

Web Site

Primary Data Source:

Management of New Horizons CLC of Bangladesh

Target Population: All the employee of New Horizons CLC of Dhaka (Dhanmondi Branch)

Sample Size: Seven employees have been selected as sample. Among them there are

Directors, General Manager and department heads.

Sampling Method: Non-probability Sampling Techniques have been used and I choose

Convenience Sampling method to select the sample.

Data Collection Method: To collect data direct interview method, observation, face to face

conversation method has been used.

Bias/Error: To reduce Non-Sampling Error several techniques have been followed. To collect

information almost all type of workers has been interviewed. No information clash was

found among themselves. So there is a little chance of occurring non-sampling error.

Time, Duration and Location: Research conducted in New Horizons CLC of Dhaka

Dhanmondi Branch from 1st January 2013 to 30th June 2013.

Data Analysis Method: Qualitative analysis method has been used in this research. Microsoft

Office Word used to process word.



1.6. Limitations of the Study

To work on performance management system of any organization it should consider the full

organization. One of the limitations of this study is it conducted only on Dhanmondi center.

But the organization has four branches in Bangladesh. Researcher’s knowledge and work

experience is little on this particular field.

These are the limitation of the study:

Lack of vast knowledge of the researcher

Lack of long experience of the researcher

Limitation of time

Chapter 2 Company Profile



2.1. Company Profile

New Horizons Computer Learning Center started its operation in the year 1982. Now they

have over 300 centers in 62 countries. New Horizons CLC of Dhaka is a member of America’s

New Horizons Worldwide Franchise Network. They arrived in Bangladesh on 18th August

1999. Presently they have 4 centers in Bangladesh. New Horizon’s main objective is to

provide quality IT related training to the people. New Horizons trained over 50,000 students

in last 10 years of operation in Bangladesh.

New Horizons CLC of Dhaka not only offers quality IT training, but they also try to provide a

proper guideline to build information technology based career. They also make a link among

corporate partners and the students. Which help the companies to recruit quality trained

employee as well as students of New Horizons are getting jobs.

2.2. In a Brief: New Horizons Computer Learning Center(CLC) of Dhaka

Name of the Company New Horizons CLC of Bangladesh

Headquarter Conshohocken, Philadelphia, U.S.A.

Founded 1982

First in Bangladesh 1999

Services Offering information technology related training.

Centers in Bangladesh

There are four centers in Bangladesh of New Horizons Network.

Dhanmondi, Dhaka

Gulshan, Dhaka

Chittagong



Training Partners

Corporate Clients

Table 2.1: In a Brief: New Horizons Computer Learning Center (CLC) of Dhaka

2.3. Mission of New Horizons CLC of Dhaka

The mission of New Horizons CLC of Dhaka to generate profit by providing world class

information technology based training.

To develop peoples’ computer skill

To generate Information Technology (IT) professionals

2.4. Vision of New Horizons CLC of Dhaka

Vision of New Horizons CLC of Dhaka is to generate highly skilled people in information

technology for the country. People who are capable to make a significant contribution to

the country’s technological growth.



2.5. History and Milestone of New Horizons CLC of Dhaka

Founded in 1982 and headquartered in Anaheim, California, New Horizons Computer Learning Centers has been named the world's largest independent computer training company by IDC for the past six consecutive years. The company is both an operator and franchisor of computer training centers that offers a broad range of technical training, desktop application, business skills and language courses for all levels of computer users in multiple delivery methods and formats.

History / Milestones

Since entering the IT training market two decades ago, New Horizons has achieved numerous milestones and has been at the forefront of IT training from the beginning.

2007: New Horizons Expands Technology Training Offering with CompTIA’s Convergence+ Training and Certification

2007: New Horizons Secures $4 Million in New Financing

2007: International Data Corporation (IDC) announces that New Horizons is the world’s largest independent computer training company for sixth consecutive year.

2007: Charles Mallon Named EVP Finance and Administration of New Horizons Worldwide

2007: New Horizons celebrates its 25th anniversary as the world leader in the IT training industry

2006: All 100 companies listed in Fortune magazine’s 2006 ranking of America’s 100 largest corporations and over half of the Global 100 select New Horizons as their training provider.

2006: New Horizons Honored as 2006 Partner of the Year for Technology Innovation by Microsoft

2006: International Data Corporation (IDC) announces that New Horizons is the world’s largest independent computer training company for fifth consecutive year.

2006: New Horizons Named Among the Top 20 Companies in the Training Outsourcing Industry for Third Consecutive Year

2006: Over 100 New Horizons Centers achieve the elite status of Microsoft Gold Certified Partners for Learning Solutions

2006: Mark Miller Named CEO of New Horizons Worldwide

2005: New Horizons recognized as one of the top 20 companies in training outsourcing industry

2005: International Data Corporation (IDC) announces that New Horizons is the world’s largest independent computer training company for fourth consecutive year.



2005: New Horizons Named First Virtual Microsoft Gold Certified Partner for Learning Solutions

2005: New Horizons Online LIVE Synchronous eLearning achieves record growth training more than 10,000 students worldwide.

2005: New Horizons Security Training Program Honored at the 9th Annual SC Magazine Global Awards Ceremony

2004: New Horizons and the Council of E-Commerce Consultants announce a partnership to deliver certified ethical hacking and countermeasures training.

2004: International Data Corporation (IDC) announces that New Horizons is the world’s largest independent computer training company for third consecutive year.

2004: New Horizons COO Martin Bean Moderates Presidential Meeting on U.S. Technology Workforce.

2004: New Horizons and the Help Desk Institute partner to deliver technical support training solutions.

2004: New Horizons Expands World-Class Training Curriculum to Include Healthcare Information Management.

2004: With 252 Microsoft Certified Partners for Learning Solutions (CPLS) and 26 gold CPLS centers, New Horizons becomes largest network of Microsoft Certified Partners and Gold Partners for Learning Solutions in the world.

2003: New Horizons wins a Gold Excellence in eLearning Award from brandonhall.com.

2003: New Horizons Receives the Highest Marks for Overall Student Satisfaction Compared to other Microsoft Certified Learning Solutions Partners.

2003: International Data Corporation (IDC) announces that New Horizons is the world’s largest independent computer training company for second consecutive year.

2003: New Horizons launches Web-based Integrated Learning Manager (ILM) platform technology.

2002: New Horizons Celebrates 20th Year in Business.

2002: International Data Corporation (IDC) announces that New Horizons is the world’s largest computer training company.

2002: New Horizons operates in 50 countries with the opening of a location in Delhi, India.

2001: BusinessWeek magazine names New Horizons one of America’s “100 Hot Growth Companies.”

2001: FORTUNE SMALL BUSINESS magazine names New Horizons one of America’s “100 Fastest-Growing Small Public Companies.”



2001: New Horizons introduces New Horizons Integrated Learning, a fully integrated approach to learning that includes Classroom Learning, Online LIVE Learning, and Online ANYTIME Learning.

2000: New Horizons opens 100th international location in Frankfurt, Germany.

2000: FORTUNE magazine names New Horizons one of America’s “100 Fastest-Growing Companies.”

2000: FORBES magazine names New Horizons one of America’s “200 Best Small Companies.”

1999: New Horizons receives Sylvan Authorized Prometric Testing Centers (APTCs) Major Partner of the Year Award.

1998: New Horizons sets industry milestone with 100 Microsoft Certified Technical Education Centers (CTECs).

1998: New Horizons begins delivery of Web-based Training to its customers.

1997: New Horizons introduces the MASTERWARE™ line of multimedia computer based training and enters into a resaleser agreement with NETg to offer a complete line of multimedia computer-based training CD-ROM titles.

1996: New Horizons offers online registration for 125,000 courses, as well as course schedules, outlines, and technical training updates via the New Horizons Web site.

1995: New Horizons becomes the largest network of Novell Authorized Education Centers (NAECs).

1995: New Horizons introduces Corporate Education Solutions (CES) to better service large corporate accounts.

1994: New Horizons sales international franchises in South America: Buenos Aires, Argentina; Asia: Kuala Lumpur, Malaysia; Africa: Johannesburg, South Africa; and the Middle East: Riyadh, Saudi Arabia.

1993: New Horizons sales its first international franchise to Latin America: Mexico City, Mexico.

1992: New Horizons begins franchising New Horizons Computer Learning Centers.

1982: New Horizons is founded; one-classroom facility opens in Laguna Hills, California.



2.6. Training Methodology at New Horizons

The training will be imparted using the New Horizons Integrated Learning Approach. This is a comprehensive approach to training that guides each learner through all stages of the learning lifecycle. It consists of five components – Assess, Learn, Reinforce, Support and Validate – and combines classroom and e-Learning products and services to create the most effective learning experience available in the industry.

Figure 2.1: Training Methodology at New Horizons

Assess: Under this component of Integrated Learning, personal consultation and assessment tests identify the precise needs for which we offer the most efficient training strategy to help meet organizational goals and ensure an appropriate Return on Investment (RoI). Personal consultation and assessment tests determine the current competencies and skill level to identify the best training path for the learners. The components of assessment analysis are:

Training-Needs Assessment

Competency Assessment

Training Strategy Assessment

Budget Assessment



Learn: The training would be provided by experienced and qualified faculty members who are further certified by New Horizons. Most of the faculty members are BCA, MCA or Engineers. Some of them are either Vendor certified or are in the process of getting the certification from the Vendors. This combination of profile makes organization’s faculty members one of the best available in the Industry. The course material, which will be given to participants, is developed by New Horizons, USA. The training is conducted at company’s site; the classrooms are of the world-class standards, equipped with the latest hardware & software. Apart from this, New Horizon will also provide to our participants a Learning Guarantee, which is a commitment to the participants that ensures a hassle free learning. New Horizon has a variety of mechanisms to deliver training as per the convenience of the learners. They are:

Classroom ILT

Online Anytime Learning

Online Live Learning

Integrated Solutions

Learning Clubs

Reinforce: New Horizons brings a unique concept of reinforcement of the concepts learnt in the class to the learners for a period of six months post training. The tools used for reinforcing learning includes:

Learning Guides

Online Learning

Online Reference Books

Digital Library

Learning labs

Learning Guarantee

Support: All the learners after completion of training will have an access to help desk for a period of six months on which either through a phone call or through an email they can get a response to any of their technical queries within scope of the training attended by them. If the organization desires, New Horizon can also provide Mentor services for a limited time in which organization’s technical resource can be positioned in the premises of the organization and facilitate the learners to apply the concepts learnt by them in the



classroom to their professional environment. All learners will also have a personalized My New Horizons web site. Following post training support is available to all the learners:

Customized On-site support

Help Desk

My New Horizons Website Support

Knowledge Share Forum

Training Administration

Validate: Under this component corporate can identify the learning that has occurred, the areas still to be mastered, and the value of the skills and knowledge acquired. Through course evaluations, certification exams, post class assessments and surveys, corporate can know they are achieving their desired learning goals. Certification exams, course evaluation and post-class assessments and surveys award global recognition to you, ensuring that you have achieved your learning goals.

2.7. Training Partners

New Horizons CLC of Dhaka have some training partners those who have direct involvement with the company. Training partners design the courses for New Horizons CLC of Dhaka. Each courses’ teaching guideline, courser materials etc. provide by training partners. At the end of the course training partners prove worldwide acceptable certificate to the client.

Those are the company which linked as training partner of New Horizons CLC of Dhaka.

Microsoft

CompTIA

CISCO

CIW

Pearson

Prometric



2.8. Corporate Clients of New Horizons CLC of Bangladesh:

New Horizons offers special courses for their corporate partners. Organization design customized courses and provides discount the corporate clients if required. It is a relation between the two companies and New Horizons by which both are benefited. These companies also need lots of skilled employee. Lots of corporate partners required New Horizon’s student. This process adds value to the courses of New Horizons CLC of Dhaka.

List of the Corporate Clients:

Ministry of Environment & Forest

SAARC Agricultural Information Center

Local Government Engineering Department (LGED)

Biman Bangladesh Airlines

Bangladesh Institute of Labor Studies (BILS)

Bangladesh Army

Ministry of Agriculture (MOA)

Ministry of Women & Children Affairs

Ministry of Fisheries & Live stock (MOFL)

Security & Exchange Commission, Bangladesh

International Centre for Diarrhoeal Disease Research, Bangladesh (ICDDRB)

United Nations Development Programme (UNDP)

World Health Organization (WHO)

Department For International Development (DFID)

DANIDA Bangladesh

Transparency International Bangladesh(TIB)

British Council Bangladesh

FAO Representation in Bangladesh

British High Commission in Dhaka

USAID Bangladesh

Save the Children UK, Bangladesh

United Nations Population Fund, Bangladesh (UNPFB)

Action Aid Bangladesh.

Care Bangladesh

World Vision Bangladesh



UNESCO Bangladesh

World Fish center Bangladesh

Airtel Bangladesh Ltd.

Oxfam International

Lafarge Surma Cemment

2.9. Organization’s Structure of New Horizon CLC of Bangladesh

New Horizons CLC of Dhaka developed their organization structure followed by the guidelines from headquarter. In Bangladesh there are four branches of New Horizons. Each branch has branch head and all the branch head follow the instruction of CEO of New Horizons CLC in Bangladesh.

2.9.1. Departments

New Horizons CLC of Dhaka have five departments. Each department has some specific responsibilities. Under CEO there are four branch managers. Sales department, account department, training department and facility department’s head report operation department’s head.

Figure 2.2: Departments of New Horizons CLC of Dhaka

Sales Department

Sales department’s main objective is to find out and enroll students or clients. Under this department there are ten sales officers. Following company’s marketing strategy they try to enroll students. Providing details info about products, providing career building suggestions and taking feedback after completing course from the student is their main tasks.

Sales Accounts

Training Facility

Operation



Sales officers try to communicate with interested students in several ways. They also generate the of course by arranging seminar in several places. Company also tries to attract people by publishing ad in several magazines. Online promotion also used to communicate with interested students. Once anyone shows interest by call or by visiting nearest center, sales office adds him/her in the list of interested people. Sales department’s employee informs details about the interested person. After analyzing his/her details interest and career plan sales recommend courses. Before offering any new courses sales officer communicate with the interested persons. For long days of communication a relation established between sales office and students. Students share his/her problem with them.

Top level managers of sales department set strategies and manager sales officers. Setting the target, giving the importance on any field of service etc. are the key activity of sales department’s top level employee.

Training Department

Under training department there are group of trainer who conduct classes. New Horizon CLC of Dhaka (Dhanmondi Branch) has 18 numbers of fulltime and 35 par-time trainer.

All the trainers of New Horizons CLC of Dhaka are very skilled in his/her particular field. Almost all of the employees are graduate and master degree holder. Main objective of those trainers is to conduct classes. Trainers conduct classes inside and outside the organization considering clients need. Trainers provide details theoretical knowledge in the classroom, and then students are learned practically by using lab. Any kind of query from the student discussed in concealing hours which informed by teachers.

Organization’s internal employees also required knowledge on specific fields. All employee of sales department required to know the details course layout and basic for convincing interested student. Trainers also conduct some training programs for improving the knowledge in specific fields.

Facility Department

Facility department’s main responsibility is to ensure all facilities required each and every classroom. Providing all facility inside the classroom like controlling temperance, providing necessary hardware, maintain machineries, developing and maintain network these all are the key responsibilities of facility department. This department also ensures basic human requirements for conducting any class.

Develop and maintain Local Area Network (LAN) inside organization, internal telecom, technical support etc. these all issues maintained by facility department.



Account Department

Account department managing all the financial activity of the organization. There are six employees working under account department.

All financial activity maintained by this department. Each and every student’s fees is collected by account’s employee. They are analyzing the total financial condition of the organization regularly. On the basis of those report manager set their strategies. Account department manage all the due occurred by the students. Also all types of expense, salary of the employee etc. managed by accounts department. This department maintains overall income and expenditure of the organization.

Operation Department

Operation Department coordinates and monitors all the activities of other departments. It works as an administrator. There are 3 top level manager in operation department.

Operation department follow all things for education management. After collecting all types of information from other departments operation department make key decisions using those information. Offering new courses, making schedule, requirement, performance evaluation and all other managerial activities are managed by operation department.

2.9.2. Organogram of New Horizon CLC of Dhaka, Dhanmondi Branch

Figure 2.3: Organogram of New Horizons CLC of Dhaka

CEO

GM

Operation Manger

Asst. Operation Manger

Sr. Operation Executives

Operation Executives

Sales Manager

Deputy Sales Manager

Sr. Account Executives

Account Executives

Training Manger

Principal Instrcutor

Technical Instructor

Application Instructor

Facility Manger

Asst. Facility Manger

Sr. Facility Executives

Faciility Executives

Accounts Manger

Deputy Accounts Manager

HR Manager



2.10. Key Services of New Horizons CLC of Dhaka

These are the basic courses which regularly offered by New Horizons CLC of Dhaka. They also provide customized courses considering clients demand.

1. Microsoft Office Specialist

2. New Horizons English Language Program

3. Graphics Design

4. Media Animation

5. NHIPP (New Horizons Internet Professional Program)

6. CompTIA Certification

A+

Linux+

Network+

Project+

7. Software Development

Asp.net 3.5

VB.net 3.5

PHP & MY SQL

Java

8. Database Development

SQL Server 2008

Oracle 10g

9. Networking course

MCSE- 2003

MCITP- 2008

Linux+ (ISP Setup)

CCNA, CCNP, CCDI, CCSP, CCNA Voice, CCNA Wireless, CCNA Security

CWNA

10. SPSS

Chapter 3

Project Part



3.1. Weakness of Present Performance Management System

For efficiency output, reward need to be linked with goal. Successful people should be rewarded failure need to face penalty. Performance quality depends on the relation between objective and reward.

3.1.1. Reward is not linked with performance:

There are some weaknesses of present performance management system in NHCLC. These are briefly described below,

The given rewards are not based on the objectives of NHCLC. For example;

In Facility Team, employees are getting fixed salary for their service. But they are expected to get the share of profit from the feedback of customer and student but here customer’s feedback doesn't effect on their salary.

In marketing team, employees are getting a little percentage as commission on their sales with fixed salary. But they are supposed to get monthly commission on number of increased students. If they do not get the reward for their increasing performance then they will not be motivated.

Sales team getting commission on sales volume only, but the objective of the organization said that the employee should get the commission based on their customer’s satisfaction which actually doesn't consider.

There is no differentiation between the reward of marketing and sales department which is indicating the organization’s poor reward system.

Operation department is not getting any extra reward or penalty for the performance. Where they are expected to get profit on room and trainer utilization. These employees are trying to satisfy their customers but they are not getting any reward on depending their customer’s satisfaction which is not motivational.

Trainers are also getting their fixed salary. There is also no reward for customer satisfaction.

Managers are getting reward based on fulfillment of departmental objectives.

The organization maintains ‘Permanent Employee Concept’. It means the job will be permanent after a certain time period automatically. If so, the employee will not improve their performance. By this way the organization can not maintain their standard and this concept can affect the overall performance of the organization.



There should be no ‘Permanent Employee Concept’. Which means the permanency of employee’s job should not depend on the time, where it depends on their performance. There will be no time frame but there should have to set a minimum performance standard. If they perform that they are suppose to perform then job will be permanent. On the other hand, if they failed to maintain their standard which has been set by the organization then they will be fired.

3.1.2. Reward is not predefined

Reward plan is not predefined. So that employees have no idea what could happen at the end of the year. As it is not mentioned early in the year, employees feel relax and provide average service.

3.2. Objective, Responsibilities and Performance Standard of Employees

To achieve company objective, four departments (Operation, Training, Sales and Facility Departments) need to work together. Primary objective of the company is to maximize the profit by ensuring customer satisfaction. To achieve this objective, every department needs to achieve individual objective with standard performance.

3.2.1. Objective, Responsibilities and Performance Standard Operation Department

Operation Department is the heart of this organization. This department is responsible to ensure smooth admin and operation activities. Department is responsible to maximize the use of resources. For maximize the resource utilization, operation department needs to ensure the effective utilization of trainers and classrooms.

Seventy percent room utilization and ninety present trainer utilization is the standard of performance as an operation manager. It is zero tolerance for customer satisfaction.



3.2.2. Objective, Responsibilities and Performance Standard of Training Department

Objective of the training department is to be capable end ensure that they are ready to provide world class training as per operation department’s planning. Ensuring students’ satisfaction by providing training is one of the key responsibility.

The responsibility of the head of training department is to direct, supervise, and develop the Training Department personnel to ensure a highly motivated and efficient staff. Training Manager needs to observe and evaluate instructor performance and initiate appropriate corrective actions and reports as required. Supporting Sales Department and providing knowledge of all available classes and working to accommodate clients’ special needs is also key responsibilities of training department.

Provide world class training and ensure hundred percent customer satisfaction is the standard level of the trainers.

3.2.3. Objective, Responsibilities and Performance Standard of Sales Department

The objective of the Sales Department is to maximize the sales end ensure cash inflow by selling training solutions. Meet or exceed sales and revenue goals is the main objective of Sales Department.

Meet minimum sales and collections targets, as set forth by the Owners and General Managers is the key responsibilities of each sales person. Person needs to identify new opportunities for business with both existing and new clients. All sales needs to meet clients demand and ensure customer satisfaction.

3.2.4. Objective, Responsibilities and Performance Standard of Facility Department

Objective of the facility department is to ensure all kind of technical support and providing facilities to clients and employees. By identifying the requirement and coordinating with other department facility department’s objective is to provide service and facilities.

The key responsibility is to ensure all computers and equipment are functional.



3.3. Performance Appraisal

As it is a service based organization, 360o performance appraisal is the best method to

identify the performance of the employee. Clients opinion is very mush important criteria

for performance appraisal, especially those who are directly involved with clients.

Performance of the employees will be analyzed based on individual objectives.

3.4. Reward System and Compensation Plan

Only satisfied employee can provide excellent service and ensure company’s sustainable

growth. To keep employee satisfied, reward should be linked with the performance. Reward

strategy should ensure that good performers are achieving special benefits.

Reward should be predefined and linked with individual or department objective. Present

status and recommended plan is given below:

Departments/Team Present Reward Proposed Reward

Facility Team Fixed Salary Salary + Profit sharing on

customer & employee feedback

Sales Team Fixed Salary + Commission

Salary + Sales commission on

cash inflow & customer

satisfaction

Marketing Team Fixed Salary + Commission Salary + Sales commission on

potential interested student

Operation Team Fixed Salary

Salary + profit share on resource

utilization and customer

satisfaction level

Instructors Fixed Salary Salary + Profit sharing on

customer feedback

Department Head(s) Fixed Salary Salary + Profit sharing on

department objective



To keep excellent coordination between departments and to ensure all departments are

doing their best to maximize the profit of the company, company should share profit with

top level management and department heads. Special reward should be predefined based

on department target.

For junior employees, smart amount of yearly or half yearly incentive should be announced

based on their responsibilities. Everyone will try to provide excellent service to achieve the

incentive amount.

Chapter 4

Recommendations and Conclusion



4.1. Recommendations

Reward Based Objective of All departments

1. Facility Team: Basically they get only salary. I think company should provide salary plus profit sharing bonus. If their performance is good then they will get bonus otherwise they will face penalty.

2. Sales Team: New Horizons is offering salary and smart amount of sales commission to Sales team. There reward is linked to performance. But company should also link the commission amount with customer satisfaction and amount of seat utilization of each batch rather than only sales target amount.

3. Operation Team: Room, seat and trainer utilization is the key objectives of Operation Team. So that they should get incentive based on their key objectives.

4. Trainer: Trainer is the very important part for class but they get only salary. Company should reward trainers based on trainers’ feedback.

5. Department Head: Company is offering high amount of salary to them but not providing any incentive or bonus based on performance and achieving department objectives. As a result, sometime they provide average quality service. Compensation is same for average performer and excellent performer. Based on performance incentive should be given.



4.2. Conclusion

Only good performance from employee can keep a company profitable. Motivated

employees are assets for organization. They can ensure continuous good service, thus

clients are satisfied. By considering the findings of this report, management of New Horizons

CLC of Bangladesh should revise the total compensation system. Predefined compensation

plan will show a path to each employee which helps them to achieve individual objectives.

Excellent performance by each employee will ensure company’s sustainable profit.



4.3. Reference

1. Manuals of New Horizons CLC of Bangladesh



4.4. Appendix

Post Class Survey

Thank you for selecting New Horizons Computer Learning Center. You feedback is very much important for identifyingour lacking. Summary of this feedback will directly forward to the top level management of the organization. Please provide the proper information with passion for improving the quality of our service. We appreciate your time. Thank You!

Course Name:……………………………………………Date:……………….

Batch No:……….…Slot(Time & Day)……………………………..………

Instructor Name:…………………………………………………………………

AE Name:…………………………………………................................... Exce

llent

(Pos

itive

)

Good

Aver

age

Belo

w A

vera

ge

Very

Bad

Wor

se (N

egat

ive)

1 Trainer 1.1 Well Prepared and Lecture is organized? 6 5 4 3 2 1 1.2 Answer all the question/solve the problem instantly? 6 5 4 3 2 1 1.3 Covered course outline properly? 6 5 4 3 2 1 1.4 Friendly and have effective communication skill? 6 5 4 3 2 1 1.5 Provide hands-on/practical training/real life example? 6 5 4 3 2 1 1.6 Review key points? 6 5 4 3 2 1 2 Facility Team

2.1 Hardware and Software 2.1.1 Provided problem free machine? (Processor, RAM, Hard-

disk etc.) 6 5 4 3 2 1

2.1.2 Software timely installed? 6 5 4 3 2 1 2.1.3 Projector/Net-Meeting service functioned well? 6 5 4 3 2 1 2.1.4 Interface (Input and Output devices) was totally functional?

(Mouse, Keyboard and Monitor) 6 5 4 3 2 1

2.2 Classroom Environment and Service 2.2.1 Provided sufficient sit for each and every student? 6 5 4 3 2 1 2.2.2 Room temperature is satisfactory? 6 5 4 3 2 1 2.2.3 Provided sufficient drinking water? 6 5 4 3 2 1 2.2.4 Environment of fresh-room is satisfactory? 6 5 4 3 2 1 2.2.5 Classroom is neat and clean? 6 5 4 3 2 1 2.2.6 Facility Executive behaves excellent? 6 5 4 3 2 1

3 Account Executive (AE) & Operation Team 3.1 AE provided proper career counseling to you? 6 5 4 3 2 1 3.2 AE provided you necessary information as you required? 6 5 4 3 2 1 3.3 AE providing satisfactory service as before? 6 5 4 3 2 1 3.4 Provided class schedule as committed? 6 5 4 3 2 1 3.5 Class starts and ends timely? 6 5 4 3 2 1 3.6 Provided courseware (Books or DVD) timely? 6 5 4 3 2 1 3.7 Behavior of Front Desk executive? 6 5 4 3 2 1 3.8 Front desk executives provided necessary information as

you required? 6 5 4 3 2 1

3.9 Satisfied with the number of time class suspended? 6 5 4 3 2 1 3.10 Satisfied with the number of time trainer changed? 6 5 4 3 2 1 3.11 Satisfied with the number of time schedule changed? 6 5 4 3 2 1 For any descriptive feedback please use the opposite side of this page. Thank You!