GROUP ASSIGNMENT

Organization Structure
Organizing is one of the key elements of management process, and that the knowledge about it enhances both our organizational and personal lives. Therefore, it is important for us to know about what involves in the organizing process. Organizing is the process of orderly establishing uses for all resources within the management system. It can also be defined as the result of the organizing process. It further creates managerial relationships with all organizational resources.
The Bank of Ceylon is committed to promoting business ethics and accountability. As the premier financial services institution in Sri Lanka, the Board of Directors of the bank has undertaken the responsibility to oversee regulatory and legal compliance, controls and governess process of the Bank. Corporate management for their part remains responsible for promoting and monitoring compliance with all applicable laws, rules and regulations. The Bank is formally structured very effectively considering mostly on chain of command. The managerial levels also can be identified clearly. The head of the organization is the chairman who is supported with board of directors. The chairman is an intellectual person and the directors are also in the same status.


Contribution of Human Resources towards a Sparkling Organization
Now a day’s most of the employees are working with an unsatisfaction of the profession what they are doing. They have their own dreams of entrepreneurship. A superior organization does not mean whether it is air-conditioned or it is a huge building covered with glasses with sophisticated computers, the valuable resource of a organization is the manpower, if the manpower is not utilized efficiently the organization won’t be a superior organization.
Utilizing the work force is seen in different ways in different places, first thing is the pleasantness of the employees using an attractive woman, as receptionist is an orthodox tactic used by the management. Young blood concept is another employing unmarried people is another accepted strategy it is believed that utilizing young blood has a masses of strength in them. The gender is highlighted when working after dawn so the women cannot be utilized in this kind of jobs. Basic principles for utilizing work force to maximum productivity.
a. Recognition that people are not simply a production factor but a major source of competitive advantage. (HRD crucial to Business success)
b. People simply not cost of doing business but only resource capable of turning inanimate factors of production into wealth. (Creative Energy)
c. People are most important resources an organization has and managing them effectively is the key to organizational success.
d. HR Policies and Procedures need to be closely linked with the achievements of Organizational objectives and Strategic plans.
e. HR regarded as greatest asset
f. Mgt level of Hierarchy to Command, Control and Commit.
g. HRM & HRD handled by Respective Directorates vested by the Command
h. Great Emphasis for Selection & Training
i. Rewards, Punishment & Welfare Schemes
j. Carrier Development & Promotions
k. Performance Appraisal Schem
The other factor is the uniformity, Uniformity is identity, Mao se Doung used this to show the equalitarianism. It gives a bad impression when you see people loitering around in the organization or employees cliquish in the organization, and the kind of vehicles used by the employees gives a excellent impression towards the organization. The final aspect is the qualifications of the employees, it gives the recognition towards the organization. The organization sustainability depends on Employees behaviour in the society.
a. The sum of activities required to attract, develop and retain people with the knowledge and skills needed to achieve organizational objectives.
b. Directed mainly towards managerial needs for people resources in organizations.
c. Proactive rather than reactive.
d. Commitment rather than compliance.
e. Demand driven.
The directors have no relationship whether financial, business, family or any other material/relevant basis or amongst themselves. Mr. B.A.C Fernando is the General Manager of the Bank and functions as the apex executive in charge of day-to-day management. He also has no relationship with the chairman and any of the other directors. All directors continue to comply with the criteria stipulated by the Banking Act Direction No.11 of 2007 issued by CBSL in regard to their fitness and propriety including age.

Bank Compliance Structure
Board of Directors
Board integrated Risk Management Committee
Chief Risk Officer
Head of Risk/Compliance Officer
Compliance Department


Building blocks of organizing
a. Work Specialization
b. Departmentalization
c. Patterns of authority
d. Span of Control
e. Line and staff positions
Work Specialization
Work specialization means the degree to which the overall tasks of the organization is broken down and divided into smaller parts. Productivity increases when people get specialized. There are specialized people in various areas.
Specialization can be obtained through the division of labor. In simple terms a worker who performs several tasks many times everyday is likely to become more proficient than a worker who performs hundreds of different tasks once a week. The specialization is not limits only to the labor factor, it also can be specialized on land, technical instruments etc.

Following are some of the advantages and disadvantages of Specialization of work.

Advantages
Disadvantages
1. More productivity with the proficiency.
1. Unforeseen collapses of production process.
2. More earnings for the hard working.
2. Labor monopolize with the experience.
3. Increase individual dexterity.
3. More opportunities for labor to transfer another company in the same field.
4. Decrease transfer time.
4. Monotonous of working place.
5. Decrease training cost.
5. High fatigue.

The B of C is not performing this system for the Bottom level managers and their employees. Instead of work specialization they practice work rotation system. They need multi skilled worker who is conversant with all the subjects. Though for the middle level managers and top level managers they implemented the work specialization method as they need to gain professional knowledge in their respective areas. As examples of HR division, Legal division, Audit division, Finance division and IT division.
Departmentalization
Departmentalization is the grouping of jobs according to some logical arrangements. There are several ways of departmentalization.
Functional Departmentalization
Product Departmentalization
Location Departmentalization
Customer Departmentalization
As a service oriented organization B of C is departmentalized on their functions and location. The BOC is structured on location departmentalization though the Head office is structured on functional departmentalization.


Organization Culture
The Culture of the organization needs to be one that values HR and pervades the organization from top to bottom so that all members work together with a shared purpose.
Key Organizational Change Components
As the most effective government institute in the banking sector, BOC have a cooperate culture among employees and employers as well as customers. They always consider the front line customer care service to enhance the efficiency and effectiveness of their service.
Front Office Intelligence and Customer Delight
Front office intelligence means, applying your general intelligence, emotional intelligence in a judicious way and offering service much more than what is expected by the customers in a delight full and dignified manner. Front office managers and other frontline personnel in an organization must perform at very high levels of efficiency and effectiveness. The world has been changing rapidly than ever before. Global challenges continues to impact the front office management. More than ever before, people with excellent public relations are needed to represent firms at the front level. Today’s front office people who make no attempt to learn and adapt to changes in the global environment, will find themselves reacting rather than innovating. Their organizations will often become uncompetitive and fall.
The BOC follows following rules to enhance the front office personality.
a. Having a passion for the job
b. Developing a telephonic voice and telephonic culture
c. Being a good role model
d. Developing Pro-active and positive service attitudes
e. Building an image for the organization, through dedicated service.
f. Communicating effectively
g. Treating customers with delight.
h. Always keeping in mind that the “Customer is the king”
i. Always serving the customers with the motto “Customer is always right”
j. Developing and building a pleasing, pleasant and persuasive front office personality for yourself.
Further this institute educates their employees on following aspects to enhance the customer reputation.
a. A Magical Expression: “What can I do for you”
This expression indicates the desire to be of service to others. It can instantly win over your customers. It calls for an understanding, open approach and willingness.
b. A Pleasant Smile
A positive attitude, a glowing face and a captivating smile are the most important facets of an impressive personality. These will create for you an atmosphere for meaningful and effective front line personality.
A smile says to others
§ ‘I Like you’
§ ‘I am glad to meet you’
§ ‘I am Happy to serve you’
§ ‘You are welcome’
c. First Impression Count
When meeting someone for the first time, you have limited information about them and look for clues. They read you from your total appearance. A research has proven convincingly that visual images matter a great deal. He found that the impact we make on each other.
· 55 % On our appearance
· 38 % on our voice
· 7 % On what we say
Your clothes speak louder than you. Note how people around you are dressed and try to adopt in. Always sport a neat look. Even casually dressed your ‘professionalism’ should not be questioned. To make a good first impression, consider the three key elements.
· The Handshake
· Eye Contact
· Your Appearance
How would you describe your handshake? Is it firm, bone crushing or like a jellyfish? Eye contact do you look directly at the other persons face or downwards? Are you always dressed and groomed impeccably? The difference between being dressed and well dressed lies in the details. This includes all areas of fit and grooming.
d. Practice Courtesy On Daily Basis
Courtesy is nothing more than consideration for your customers. It opens doors that would not otherwise open. A courteous person will do well and shine a head of others in an organization.
e. Courtesy : An asset
“All human beings crave for courtesy and appreciation and are repelled by the lack of it.” Good Manners or courtesy is not a sign of weakness, but is the reflection of your inner strength and self-confidence.
f. Listen Well And Earn The Good Will Of Customers
Become a good conversational by making yourself an at tentative listener. Interrupt only to encourage the speakers to talk more, Resist the temptation to fill every brief moment of silence. Try to find something interesting in what is being said.
g. Develop Sense Of Humor
A sense of humor is fundamental for success in dealing with people. A bit of timely good humor can arouse the interest of the customer.

h. Practice Integrity And Sincerity
Build a reputation of being trustworthy. If there is one thing that builds any kind of relationship at work, or socially, it is integrity
i. Admit Your Mistakes
It is always advisable to admit your mistakes if you are wrong. Mistakes should be admitted quickly and openly before they came friction.
j. Feel Sorry: Say Sorry
Many a delicate and embarrassing situation can be avoided by the use of simple word.
k. Argument: Avoid Them
The best way to handle an argument is to avoid it. If there is one, let the customer save his face. Do not let your customer down.
Organization Environment
System View of Organization
Components of the Macro Environment (Organization-Human Resource)
a. Culture – Glue that holds people together and give them their identity
b. Social Institutions – Arises from cultural values and norms
c. Legal Environment – Consists of the law of the society and its fair and impartial treatment
d. Product/Service Demands – Customer needs & wants
e. Technology – State of the art employed in production and delivering goods and services.
f. Human Resources Skills – Varying skills and aspiration levels
Expected Changes in Future
The outlook for consumers and business in all sectors will be shaped by the adjustment process now under way in the global economy and financial markets. Banks across the globe have been weakened by the adverse economic and financial market conditions. To survive and progress in these conditions banks will need to stay away from short term profit maximization, focus on longer term survivability and manage for sustainable growth. For BOC adopting such strategies should not be difficult. Over the years with no share price to maintain and no return hungry shareholders to satisfy, its policies and strategies were by and large focused on sustainable longer term objectives.
Goals for 2009
a. Improve core banking profitability ensuring the pricing of both lending and funding to be under constant review to enable stable financial margins at the net interest income level.
b. Competition for longer term saving deposits is likely to increase threatening the low cost base of what has been a stable source of funds.
c. As the price of deposits, loans and other products become less important in the customer buying decision, they will be focusing more on service as a differentiator to both gain and retain customers.
d. Reliance on money markets to fund the Balance Sheet, particularly at times of stress, has taught a bitter lesson to many global banks.
e. Undiluted application of risk management across the banking system.
f. Given the unfolding recession, the need to control costs take a new more imperative note.
g. Maximizing the benefits of emerging enabling technologies to communicate, respond, innovate and simplify the business of banking is also in the agenda.
h. Leveraging the banking license and operation in London.
i. Focus on managing people more effectively, to reward them for demonstrated performance and ensuring that key people are fit for the purpose are also in the scope for the future.
Organization Development
1. Financing agricultural sector
The bank finances both crop production and processing. BOC is the leader in small farmer credit at subsidized interest rates under new comprehensive Rural Credit Scheme, which covers paddy and other 33 crops. Small farmer credit and crop processing are both backed by FSCs. The bank increasing exposure to agriculture and agro business is amply evident by the increasing operation profits in north central province, which records the largest crop production island wide.
2. Linkage of crop/Livestock Insurance with credit
During the last year the bank entered into a MOU with agriculture and agrarian insurance board (AAIB) to provide crop and livestock insurance to small farmers.
3. Krushi Navodaya Credit program
This program implemented by the ministry of finance focuses on Agricultural production as well as farm inputs.
4. Agro livestock development program
Initiate by the central bank of Sri Lanka during the year, this program aims to establish scientifically managed dairy units across the country, Which would be linked with existing and proposed milk processing plants.
5. Formation of small saving groups
The branch network has selected 10 villagers per branch targeting 3000 villages. Each village would form a minimum of 25 small savings groups culminating in a total at least 75,000 groups.
6. Eastern province Development drive

With the liberation of the eastern province and resulting provincial council and local authority elections, Government has focused attention on the development of eastern province under Negenahira Navodaya Program.
7. Facilities to fisheries sector
The bank Continued with the Dhivara Shakthi credit and savings program, which were structured with the objective of providing sustainable lively hood for the entries fisheries sector numbering over 800,000.
Apart from above developments bank has achieved following objectives in year 2008.
a. The bank continued to upgrade its technological capabilities in improving customer service and efficiency.
b. Two more branches established at Achchuveli and Visaka Vidyalaya, Colombo 4 and 14 extension offices were opened raising the branch network to 306 and extension offices 146 island wide.
c. Additional 47 ATMs were installed during the year increasing the total ATMs to 251.
Conclusion