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
Date of Submission: 22nd September 2014
Performance Management System of New Horizons CLC of Dhaka
Letter of Transmittal
September 22, 2014
To
Masudur Rahman
Professor
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: faham@diu.edu.bd Mobile: 01617306090.
Sincerely Yours,
(Faham Kabir)
ID: 112-14-507
Major 1: Human Resource Management
Major 2: Management Information System
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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
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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.
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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
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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 employees responsibility, performance
appraisal process, reward system and employees 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.
Organizations 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
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Chapter 1
Introduction
1.1.
Introduction
In todays 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 worlds 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 organizations development and
profit. This study will cover all factors that related to the performance management system
of_New_Horizons.
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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.
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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
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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.
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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. Researchers 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
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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 Americas
New Horizons Worldwide Franchise Network. They arrived in Bangladesh on 18th August
1999. Presently they have 4 centers in Bangladesh. New Horizons 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
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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.
2.4.
To develop peoples computer skill
To generate Information Technology (IT) professionals
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 countrys technological growth.
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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 CompTIAs Convergence+
Training and Certification
2007: New Horizons Secures $4 Million in New Financing
2007: International Data Corporation (IDC) announces that New Horizons is the worlds
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 magazines 2006 ranking of Americas 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
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
largest independent computer training company for fourth consecutive year.
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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.
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.
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.
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 Americas 100 Hot Growth
Companies.
2001: FORTUNE SMALL BUSINESS magazine names New Horizons one of Americas 100
Fastest-Growing Small Public Companies.
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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 Americas 100 Fastest-Growing
Companies.
2000: FORBES magazine names New Horizons one of Americas 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.
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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
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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 organizations 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 companys
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 organizations technical resource can be positioned in the premises of the
organization and facilitate the learners to apply the concepts learnt by them in the
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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
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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
Horizons 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
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UNESCO Bangladesh
World Fish center Bangladesh
Airtel Bangladesh Ltd.
Oxfam International
Lafarge Surma Cemment
2.9.
Organizations 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 departments head report operation
departments head.
Sales
Accounts
Operation
Training
Facility
Figure 2.2: Departments of New Horizons CLC of Dhaka
Sales Department
Sales departments main objective is to find out and enroll students or clients. Under this
department there are ten sales officers. Following companys 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.
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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 departments 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
departments 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.
Organizations 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 departments 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.
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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 students fees is
collected by accounts 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

CEO
GM
Operation
Manger
Sales Manager
Asst. Operation
Manger
Deputy Sales
Manager
Training Manger
Principal
Instrcutor
Facility Manger
Asst. Facility
Manger
Sr. Operation
Executives
Sr. Account
Executives
Technical
Instructor
Sr. Facility
Executives
Operation
Executives
Account
Executives
Application
Instructor
Faciility
Executives
Accounts
Manger
HR Manager
Deputy Accounts
Manager
Figure 2.3: Organogram of New Horizons CLC of Dhaka
Page | 19
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
Page | 20
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 customers
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 customers satisfaction
which actually doesn't consider.
There is no differentiation between the reward of marketing and sales department which is
indicating the organizations 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
customers 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.
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There should be no Permanent Employee Concept. Which means the permanency of

employees 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.
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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 departments 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 departments objective is to provide service and facilities.
The key responsibility is to ensure all computers and equipment are functional.
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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 companys 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
Facility Team
Fixed Salary
Proposed Reward
Salary + Profit sharing on
customer & employee feedback
Salary + Sales commission on
Sales Team
Fixed Salary + Commission
cash inflow & customer

satisfaction
Marketing Team
Fixed Salary + Commission
Salary + Sales commission on

potential interested student
Salary + profit share on resource
Operation Team
Fixed Salary
utilization and customer

satisfaction level
Instructors
Fixed Salary
Department Head(s)
Fixed Salary

customer feedback
department objective
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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.
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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.
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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 companys sustainable profit.
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4.3.
Reference
1. Manuals of New Horizons CLC of Bangladesh
Page | 30
4.4.
Appendix
Post Class Survey
2.1.2
2.1.3
2.1.4
2.2
2.2.1
2.2.2
2.2.3
2.2.4
2.2.5
2.2.6
3
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
Trainer
Well Prepared and Lecture is organized?
Answer all the question/solve the problem instantly?
Covered course outline properly?
Friendly and have effective communication skill?
Provide hands-on/practical training/real life example?
Review key points?
Facility Team
Hardware and Software
Provided problem free machine? (Processor, RAM, Harddisk etc.)
Software timely installed?
Projector/Net-Meeting service functioned well?
Interface (Input and Output devices) was totally functional?
(Mouse, Keyboard and Monitor)
Classroom Environment and Service
Provided sufficient sit for each and every student?
Room temperature is satisfactory?
Provided sufficient drinking water?
Environment of fresh-room is satisfactory?
Classroom is neat and clean?
Facility Executive behaves excellent?
Account Executive (AE) & Operation Team
AE provided proper career counseling to you?
AE provided you necessary information as you required?
AE providing satisfactory service as before?
Provided class schedule as committed?
Class starts and ends timely?
Provided courseware (Books or DVD) timely?
Behavior of Front Desk executive?
Front desk executives provided necessary information as
you required?
Satisfied with the number of time class suspended?
Satisfied with the number of time trainer changed?
Satisfied with the number of time schedule changed?
Worse (Negative)
1
1.1
1.2
1.3
1.4
1.5
1.6
2
2.1
2.1.1
Very Bad
AE Name:...................................
Below Average
Instructor Name:
Average
Batch No:.Slot(Time & Day)..
Good
Course Name:Date:.
Excellent (Positive)
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!
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For any descriptive feedback please use the opposite side of this page. Thank You!
Page | 31

Performance Management System of New Horizons CLC of Bangladesh

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Internship Report

PERFORMANCE MANAGEMENT SYSTEM OF

Performance Management System of

Date of Submission: 22nd September 2014

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Scope of the Study ........................................................................................................3

Objectives of the Study .................................................................................................4

Limitations of the Study ................................................................................................6

In a Brief: New Horizons Computer Learning Center(CLC) of Dhaka ...............................8

Mission of New Horizons CLC of Dhaka .........................................................................9

Vision of New Horizons CLC of Dhaka ............................................................................9

History and Milestone of New Horizons CLC of Dhaka .................................................10

Training Methodology at New Horizons ......................................................................13

Training Partners .........................................................................................................15

Corporate Clients of New Horizons CLC of Bangladesh: ...............................................16

Organizations Structure of New Horizon CLC of Bangladesh .......................................17

2.10. Key Services of New Horizons CLC of Dhaka ................................................................20

Weakness of Present Performance Management System ...........................................22

Objective, Responsibilities and Performance Standard of Employees ..........................23

Reward System and Compensation Plan .....................................................................25

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

In todays competitive world, human resource is a key resource in an organization. Effective

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Scope of the Study

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Objectives of the Study

1.4.1. Broad Statement

To identify the weakness of present performance management system

To develop a performance management system this will ensure employees

1.4.2. Specific Objective:

To identify job responsibility of New Horizons CLC of Dhaka employees

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

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

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

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

Company Documents and Manuals

Primary Data Source:

Management of New Horizons CLC of Bangladesh

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

Limitations of the Study

Lack of vast knowledge of the researcher

Lack of long experience of the researcher

Daffodil International University

Performance Management System of New Horizons CLC of Dhaka

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

Name of the Company

New Horizons CLC of Bangladesh

Conshohocken, Philadelphia, U.S.A.