INTRODUCTION

1.1.Origin of the report:

My honorable course teacher S.M. Arifuzzaman gave me the opportunity to prepare this report. He assigned me to prepare a report on Business Communication and I specially choose Internal-operational Communication of Islami Bank Bangladesh Limited to work on. It is a test for me whether I can prepare report or not. The date of submission is January 28, 2010.

1.2.Purpose of the report:

The purpose of the report is to teach us-

The way to write a report & to make us understand about the importance of communication in business.

What kind of communication system is used in what place, the methods of

communication & to associate us to the corporate world.

1.3.Scope of the report:

To make this report I mainly surveyed in one branch in Khulna of Islami Bank. I also tried to gather information from the internet, newspapers etc. So I can say that I covered most of the information about Islami Bank’s internal-operational communication.

1.4.Limitations of the report:

Inexperience: The major problem I faced was my inexperience in doing such type of report. As I have prepared the report for the first time, I faced a lot of problem while preparing this.

Limitations of supporting tools: I had not any communication related journals or something else and it caused a big problem on making this report.

Unfriendly working area: The employees of the organization were too busy to there work. For this they did not give sufficient time to fulfill my queries and some of them neglected us to support.

Limited data: Many officers of the organization were not well known about all information that I asked them. Many of them also hesitated to answer the questions. These things hampered the information collection.

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1.5.Methodology:

It is the outline of my report preparation, from assignment of the report to finally the report preparation. The following sequential steps are followed to prepare the report:

Assignment of the report Planning the way to proceed Selecting areas to collect data Try to gather the main theme Making contacts with professional people & collect data Interpretation of the theme Finally preparation of the report

1.6.Internal-Operational communication system:

All the communication that occurs in conducting work within a business is classified as internal operational communication. The system a business use for this communication is called internal-operational communication system.

1.7.List of Abbreviation:

IBBL-Islami Bank Bangladesh Limited www- world wide web E-mail-electronic mail HRD- Human Resource Development

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ORGANIZATION OVERVIEW

Bangladesh is one of the largest Muslim countries in the world. The people of this country are deeply committed to Islamic way of life as enshrined in the Holy Qur'an and the Sunnah. Naturally, it remains a deep cry in their hearts to fashion and design their economic lives in accordance with the precepts of Islam. The establishment of Islami Bank Bangladesh Limited on March 13, 1983, is the true reflection of this inner urge of its people, which started functioning with effect from March 30, 1983. This Bank is the first of its kind in Southeast Asia & Islami Bank Bangladesh Limited has by now earned the unique position of a leading private commercial bank in Bangladesh.

2.1.Corporate Information (as on  Nov 30,  2009)

HEAD OFFICE

Islami Bank Tower 40 Dilkusha C\A Dhaka-1000, Bangladesh

Date of Incorporation

13th March 1983

Inauguration of 1st Branch(Local office, Dhaka) 30th March 1983

Formal Inauguration 12th August 1983

Local Shareholders 42.63%

Foreign Shareholders 57.37%

Authorized Capital Tk.10,000.00 million

Paid-up Capital Tk.6,177.00 million

Deposits Tk.239,369.00 million

Investments (including Investment in Shares)

Tk.230,513.00 million

Foreign Exchange Business Tk.419,957.00 million

Number of Branches 211 

Number of SME Service Centers 20

Number of Shareholders 51931

Manpower 9616

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2.2.Management Structure:

The fifteen members of the Board of Directors are responsible for the strategic planning and overall policy guidelines of the Bank. Further, there is an Executive Committee of the Board to dispose of urgent business proposals.

Besides, there is an Audit Committee in the Board to oversee compliance of major regulatory and operational issues.

The CEO and Managing Director, Deputy Managing Director and Head of Divisions are responsible for achieving business goals and overseeing the day to day operation.

The CEO and Managing Director is assisted by a Senior Management Group consisting of Deputy Managing Director and Head of Divisions who supervise operation of various Divisions centrally and co-ordinates operation of branches.

Key issues are managed by a Management Committee headed by the CEO and Managing Director. This facilitates rapid decisions.

There is an Asset Liability Committee comprising member of the Senior Executives headed by CEO and Managing Director to look into all operational functions and Risk Management of the Bank.

2.3.Board of Directors:

Board of Directors of the Bank is a unique combination of both private and Government sector experience. Currently it consists of 15 Directors. Of them eight represent the sponsors and general public and four senior officials in the rank and status of Additional Secretary/Joint Secretary represent the Government. Managing Director is the ex-officio Director of the Board.

Name Designation

1 Prof. Abu Nasser Muhammad Abduz Zaher Chairman2 Janab Yousuf Abdullah Al Rajhi Vice Chairman3 Janab Mohammad Abdullah AlJalahma Director4 Engr. Md. Eskander Ali Khan Director5 Dr. Abdulhameed Fouad Al Khateeb Director6 Dr. Md. Shafiqur Rahman Director7 Janab Wasim Ahmed Director

Name Designation8 Janab Hafizul Islam Mian Director9 Janab M. Fariduddin Ahmed Ex-Officio Director

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10 Janab M.A Mutalib Chowdhury Director11 Engr. Mustafa Anwar Vice Chairman12 Janab Md. Shahidul Islam Director13 Engr. Muhammad Dawood Khan Director14 Janab Mohammed Nazrul Islam Director15 Janab ATM Ataur Rahman Independent Director

2.4.Technology:

Since the beginning of its journey as a commercial bank in 1983, Islami Bank has been giving great emphasis on the adoption of modern technology. It became the pioneer in the field of automation by introducing computerized branch banking right in the same year. Subsequently, all the branches were brought under similar automated platforms with upgraded software applications to offer all the critical banking features. At present all 65 domestic branches are fully computerized under networked environment.

SSL Wireless and Islami Bank Bangladesh Limited have entered an agreement to provide Mobile Banking Services in Bangladesh for all the major telecom providers.

In accordance with the agreement, SSL Wireless will provide both Push and Pull Banking solutions to Islami Bank Bangladesh Limited with the aid of the mobile phone SMS features.

There are many websites for Islami Bank Bangladesh Limited. IBBL has set up a huge network through popular social network facebook. On 04 September 2008, MoneyGram Payment Systems, Inc., a financial services

company and Islami Bank Bangladesh Limited, a financial institution, have signed an agreement for remittance arrangement.

Modern technology, larger banking channel and IBBL's Internet facility would ensure the reception of money sent by expatriates to recipients in a short period.

IBBL's own ATM officially inaugurated on 21st December 2009. Islami Bank Bangladesh Limited proudly presents its own ATM network for the valued clients.

2.5.HRD:

Human Resources Development is focused on recruitment and in-house training for both on the job and off the job Bank staff members through the Bank’s Academy. Islami Bank Academy – the oldest institution in the private sector – was conceived of as an in-house training center to take care of the training needs of the Bank internally.

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Academy is fully equipped with a professional library, modern training aids and professional faculty. Library has about 5000 books on banking, economics, accounting, management, marketing and other related subjects.

Main training activities consist of in-depth foundation programs for entry level Management Trainees. Specialized training programs in the areas like general banking, advance, foreign exchange, marketing and accounts etc. are also organized by the Academy depending on need.

Human Resource

Total number of employees of the Bank stood at 9,397 as on 31.12.2008.

The manpower position of last 5 years are given below:

Category 2003 2004 2005 2006 2007 2008Executive & Officers

   2,924 3,327  3,876 4,430 4,776 5,603

Sub-Staff 828 934  1,030 1,232 1,357 1,483RDS employees

669 757 978 1,486 1,944 2,311

Total  4,421    5,018 5,884 7,133 8,095 9,397Total Branch

141 151 169 176 186 196

SME Service Centre

- - - - - 10

Per- Bran. Manpower (Approx.)

33 35 37 42 45 46

2.6.Department & Division:

Branches Control Department Development and Marketing Department Public Relation Department Real Estate and Engineering Department Human Resmyces Division

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Financial Administration Division Establishment and Common Services Division Information Technology Division Investment, Policy and Planning Department Project Investment Division Rural Development Division Assets Management Division Foreign Trade Operation Division Treasury and Fund Management Division Audit and Inspection Division Secretriat ( Board & Company) Share Department Research, Planning & Development Division

2.7.Main Activities:

General Banking Investment Foreign exchange Various kinds of loans

2.8.Website & E-mail Address:

Web :  http://www.islamibankbd.com

E-Mail     :  info@islamibankbd.com

INTERNAL COMMUNICATION OF ISLAMI BANK BANGLADESH LIMITED

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As a financial institution Islami Bank has to sustain a strong internal-operational communication system to make decision and implementing them to maintain general banking, investment, loan agreement, foreign exchange and other financial activities.

3.1.Ways followed by Islami Bank while internal communication:

Islami Bank mainly follows written way of communication for their internal official purpose. From my survey I found that the percentage of written communication is 62% and the percentage of oral communication is 38%. Most of the written communication is conducted is English and the oral communication is done mainly in Bangla.

3.2.Communication Process Among Branches:

The communication process among branches is mainly written communication. They use some manual and technological tools too. The percentage is given below:

1. Letter 28%2. Statement 30%3. Report 15%4. Fax 12%5. E-mail 15%

In some cases they use oral communication. Most of the times there are three methods of oral communication. The percentages are given below:

1. Phone 56%2. Cell Phone 29%3. Face to face 15%

3.3.Communication among colleagues:

Mainly they use oral communication in terms of communication among the colleagues. They mainly communicate with their colleagues face to face. Sometime they use phone

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and cell phone. In some rare cases they use some written documents to convey their massages.

3.4.Training Program:

They have some communication training program to intensify the communication ability of their employees. They have a training centre. They recruit some training personnel from Bangladesh Bank and Bangladesh Institute of Bank Management. In the training program they use some manual technological tools such as OHP, White Board and other training related materials.

3.5.Communication In Meeting:

They arrange many regular meetings in their meeting rooms which is situated in their office. They mainly use face to face communication. Sometime they use projector to present their ideas with a presentation. They make reports after every meeting on the basis of agenda and send these reports to all branches.

3.6.Communication Process Among Organogram:

Islami Bank has a vertical organizational structure. They use both upward and downward communication process. The lower level employees can directly contact with their seniors, but in terms of special circumstances such as show cause, they have to maintain a formal way of communication process.

Organogram

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3.7.Uses of Technological Tools:

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They use a lot of technological tools for communication. They use computers, internet, phones, cell phones, faxes etc for communication. They mainly use computer for check posting, investment amount posting through internet, savings, clearing etc.

Quantities of different technological tools they use in Head office and Khulna Branch which I surveyed is given bellow:

Table-1: Quantities of technological tools in Head Office of Islami Bank:

1. Computer 462. Cell Phone 603. Land Phone 054. Fax 03

Table-2: Quantities of technological tools in Khulna Branch of Islami Bank:1. Computer 182. Cell Phone 273. Land Phone 054. Fax 01

3.8.Crisis Communication:

According to their speech they did not face any crisis communication situation. So I can not provide any further information on crisis communication of Islami Bank.

3.9.Emergency Communication:

In case of emergency communication they mainly use land phone and cell phone. They also use postal service for written form of communication. Normally they do not get any response letter after sending regular massages. But in emergency cases they maintain the rule to send a response letter.

ENDING SUMMARY

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This report is on internal-operational communication of Islami Bank. Internal-operational communication can be done in both written and oral way with both having some sub-divisions. Islami Bank mostly relies on written communication while conducting their internal communication. In written system letter and statement is mostly used. But now a days oral communication is gaining popularity. Land phone and cell phone get the priority in oral communication.

Technological tools plays a vital role in Islami Bank’s internal-operational communication system. They try to work with the latest technological tools. For better internal communication they also have training program on communication system. This surely improves their communication system.

CONCLUSION

Lastly it can be said that Islami Bank has a strong internal-operational communication system but even then they sometime faces some problems. The best thing about Islami Bank is they are eager to practice the newer & better technological tools for their internal communication system. With the help of new technological tools they are overcoming whatever small problems they are facing while conducting internal-operational communication.

APPENDIX

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6.1.Questionnaires

1. Name of the organization:

2. With whom I talked:

Name:

Designation:

3. Establishing date:

4. Head office’s location:

5. How many branches?

6. Where are they?

7. How they communicate with their branches?

Fax/email/phone/cell phone/report /letter/postal service

8. What is the amount of total employee?

9. Does any training program held?

Yes/no

10. If yes what type of communication tools they use?

11. Basically for whom the training is arranged?

12. Who gives these training?

13. On what subject training is arranged?

14. What are their main works?

15. Do you contact with outsiders?

Yes/no

16. How do you contact them?

Written/oral

17. If orally then what type of media they use?

Telephone/mobile/face to face

18. If written then what they use?

Fax/e-mail/letter

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19. How lower level employees communicate with their higher level employees?

Orally/written

20. How they communicate among their colleagues?

Written/orally

21. What type of communication tools they use among their colleagues?

Fax/e-mail/phone/cell phone/report/letter/postal service

22. If any emergency announcement occurs how they pass the news?

Letter/e-mail/orally/phone/cell phone

23. In meeting what type of tools they use?

24. Can their lowest level employees contact with their top level employees directly?

Yes/no

25. What is the organization’s structure?

Horizontal/vertical

26. How is the communication process?

Downward/upward/both

27. What is their organogram?

28. Most of the time which media they use while communication?

Written/oral

29. What percentage they use this media given below?

Phone

Cell phone

Fax

E-mail

Letter

30. How they are sure that the massage is conveyed?

31. What do they do if there is no reply?

32. Do you use internet?

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33. Is there LAN system in the office?

34. What is the number of technological tools in the office?

Computer

Land phone

Cell phone

Fax

35. What is number of skilled personnel in handling technologies in your office?

36. Do you have any experience in handling crisis communication in your Bank?

Yes/no

37. If yes then what type of crisis did you handled?

38. How quickly your organization response to the crisis?

Thank You.

Name .................................................

Signature ...........................................

6.2.References:

Branch Manager Md. Shah Alam,

Senior Vice President, Khulna Branch

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2nd officer Khan Mosharraf Hossain,

Assistant Vice President, Khulna

Website: www.islamibankbd.com

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