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 Banks 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

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 Dhaka1000, Bangladesh

Date of
Incorporatio
n

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

Tk.230,513.00 million
in Shares)
Foreign Exchange Business

Tk.419,957.00 million

Number of Branches

211

Number of SME Service Centers

20

Number of Shareholders

51931

10

Manpower

9616

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.
1
2
3
4
5
6

Name
Prof. Abu Nasser Muhammad Abduz Zaher
Janab Yousuf Abdullah Al Rajhi
Janab Mohammad Abdullah AlJalahma
Engr. Md. Eskander Ali Khan
Dr. Abdulhameed Fouad Al Khateeb
Dr. Md. Shafiqur Rahman

Designation
Chairman
Vice Chairman
Director
Director
Director
Director
11

Janab Wasim Ahmed

Name
Janab Hafizul Islam Mian
Janab M. Fariduddin Ahmed
Janab M.A Mutalib Chowdhury
Engr. Mustafa Anwar
Janab Md. Shahidul Islam
Engr. Muhammad Dawood Khan
Janab Mohammed Nazrul Islam
Janab ATM Ataur Rahman

8
9
10
11
12
13
14
15

Director
Designation
Director
Ex-Officio Director
Director
Vice Chairman
Director
Director
Director
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:
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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 Banks 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.
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

2008

Executive
& Officers

2,924

3,327

3,876

4,430

4,776

5,603

Sub-Staff

828

934

1,030

1,232

RDS
employees

669

757

978

5,018

141
-

Total
Total
Branch
SME
Service
Centre
Per- Bran.
Manpower
(Approx.)

4,421

33

1,357

1,483

1,486

1,944

2,311

5,884

7,133

8,095

9,397

151

169

176

186

196

10

37

42

45

46

35

13

2.6.Department & Division:

Branches Control Department

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

: info@islamibankbd.com
E-Mail

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INTERNAL COMMUNICATION OF ISLAMI BANK

BANGLADESH LIMITED
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.
2.
3.
4.
5.

Letter
Statement
Report
Fax
E-mail

28%
30%
15%
12%
15%

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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
2. Cell Phone
3. Face to face

56%
29%
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
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

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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.
2.
3.
4.

Computer
Cell Phone
Land Phone
Fax

46
60
05
03

Table-2: Quantities of technological tools in Khulna Branch of Islami Bank:

1. Computer
18
2. Cell Phone
27
3. Land Phone
05
4. 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 subdivisions. 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 Banks 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 offices 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 organizations 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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