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Organizational Behavior
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LETTER OF TRANSMITTAL
Course Instructor
EMB 601 (Organizational Behavior)
North South University
Dhaka, Bangladesh.
Dear Sir,
With great gratification, we are submitting our report on “Overview of Organization Behavior at
Delta Brac Housing Limited” that you have assigned us as an essential requirement of the EMB
601 course curriculum. It is really an enormous prospect for us to congregate vast information
and grasp the subject matter in an appropriate way. We have found the study is quite interesting,
beneficial and insightful. We have put our best effort to prepare an effective and creditable report.
We firmly believe that our analysis will provide our thorough understanding of different aspects of
organization behavior at Delta Brac Housing Limited (DBH) and its unique culture, its associated
factors and some observations. We also believe that you will find this report worth for all the labor
we have invested in it. We sincerely appreciate your guidance, insightful class lectures and
mentoring which enabled us to reach accomplish this report.
We sincerely hope that you would consider our endeavor and find the report satisfactory.
Yours Sincerely,
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ACKNOWLEDGEMENT
On behalf of the group “2” I am very much grateful to the very well-known faculty of North South
University, Brig Gen Monirul Islam Akhand, for his guidance, insightful class lectures and
mentoring time to time. He made several important suggestions and disseminated specific
expectation and brief about this assignment report and presentation which helped us
tremendously. We found his class lectures are so insightful and informative. We had the
opportunity to learn about a vast range of different concepts and applications of modern
organization behavior in different organizations. The class curriculum was full of participation from
the students coming from different background and working industry. It was truly a great learning
journey for each one of us in the class and our sincere thanks goes to Mr. Brig Gen Monirul
Islam Akhand sir for developing this class curriculum and course structure.
I am also indebted to each one of my team members for their contributions to make this report
and the presentation slides. As a team leader, it was a great privilege to work with these energetic
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Table of Contents
1.0 Introduction ..................................................................................................................... 5
2.0 Objective of the project................................................................................................... 6
3.0 About Axiata Group: ....................................................................................................... 6
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1.0 Introduction
Organizational Behaviour is a field of study that investigates the impact that individuals,
groups, and structure have on behaviour within organizations, for the purpose of applying
such knowledge toward improving an organization’s effectiveness. That is, it interprets
people – organization relationships in terms of the whole person, whole group, the whole
organization, and whole social system. Its purpose is to build better relationships by
achieving human objectives, organizational objectives, and social objectives. OB
encompasses a wide range of topics, such as human behavior, change, leadership,
teams, etc.
Organizational behavior has a great impact on individuals and also in organizations which
cannot be ignored. In order to run the businesses effectively and efficiently, the study of
organizational behavior is very essential.
Delta Brac Housing Finance Limited is well known and well reputed non-banking financial
organization in Bangladesh. Since its beginning in 1996 DBH has embraced values that
have helped the Company grow into the largest housing finance organization today. DBH
has achieved AAA (Highest Safety Ratings) for consecutive 14 years. DBH obtained this
prestigious position by conducting an organizational culture, hiring best people and
creating meaningful connections among them, resolving the conflicts, developing the
qualities of the employees, and establish firm and clear leadership chain.
It is a great opportunity for the group members to work on this project which allowed them
study and understand thoroughly different Organizational Behavior practices in DBH Ltd.
In this project paper the team members tried to match what they have studied in theory
and practices within the organization. From the study they suggested some
recommendations for the betterment of the practices.
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2.0 Objective of the project
This report is developed based on our understanding and study of the collected
documentations covering policies, and processes, websites of the company and some
interviews conducted with existing staffs DBH Limited. Also one of the member of our
team is a senior-level employee of the organization and has been working for more than
11 years in the organization that helps the researchers to get an access to a huge
collection of information. Our main objective of the study is given below.
Delta Brac Housing Finance Corporation Ltd. (DBH) is the pioneer, largest and specialist
Non- Banking Financial Institute (NBFI) in Housing Finance Institution in the private sector
of the country. After commencing operation in 1996 the company has registered
commendable growth in creating home ownership in Dhaka and other major cities of the
country. At the same time, the company has been playing an active role in promoting the
real estate sector to the large cross sections of prospective clients who had but yet
unfulfilled dream of owning a home. Among all Banks and Financial Institutions of
Bangladesh only DBH has been rated the highest ‘AAA’ credit rating for fourteen
consecutive years. The level of credit rating provides a very important indication of the
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financial safety, security and strength of the concerned Bank or Financial Institution and
is particularly relevant to its depositors and other investors such as shareholders and
lenders.
DBH is the major player in the housing finance sector in Bangladesh since 1996 and
remains one of the leading non-bank financial institutions. Today, we are an acclaimed
brand for a high level of customer service; and respected for ethics, values and corporate
governance.
We have developed an attractive suite of products that cater to all customer segments,
with our primary focus to strengthen the society by expanding home ownership. By
today in a position to extend a range of products and services in loans as well as deposits
through our specialized team members. Thus, we provide one stop facility for our
customer needs.
DBH is a service oriented organization. The main business of DBH is it deposits money
from different sources like individual investors, corporate investors and individual share-
holders. DBH lends money to different individual or corporate clients to purchase flat or
plot, renovate building or spaces. It also lends loan to different builder to develop house
building projects.
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3.2 Strategic Objectives
• Focus on building deep and long-standing relationships with our clients, customers as
well as real-estate developers, and constantly look to improve the quality of our products
and services.
• Ensure balanced growth with a disciplined approach to the management of risks and
costs.
• Ensure adequate capital and liquidity to sustain our business over the long term.
Delta Life Insurance Company: Delta Life Insurance Company is a largest life insurance
Green Delta Insurance Company: Green Delta Insurance holds 16% share.
HDFC: HDFC is the largest housing finance organization in India. It holds 12% share of
DBH.
IFC: IFC is an international institute under World Bank. It holds 12% share of DBH.
General Share Holder: Different foreign and local Institute and individual shareholders
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Below chart describes the shareholding patterns, and helps us deduce the multi facet
level of shareholders and stakeholders involved with Delta Brac Housing Limited.
21% 21%
12%
18%
12%
16%
approved by Bangladesh Bank. Management Committee is formed with Six top level
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employees of DBH. MD and CEO is the chair of Management Comittee. In below
Board of Directors
Company Secretary
MD & CEO
Share Department
Management Comittee
Accounts
Legal Manager Technical Manager Finance Manager
Manager
Customer Service
Recovery Manager Admin Manager
Manager
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4.1 Introduction
organization, it has to maintain both external & and internal communication and different
In addition to, clients and employees, DBH also has to maintain strong communication
communication. DBH uses both forms of communication. DBH maintains it’s external
Revenue (NBR) and general shareholders. Within the employee internal communication
performed. Employees of DBH keeps close communication with it’s customers and
maintain a relationship with the customers. In the figure (2) the forms of communication
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Regulatory Authority
General Share Holder External Communication
(BB,NBR)
External business communication refers to the way the company communicates and
builds relationships with its partners, customers, or any entity outside the company
organization. The main purpose is to keep the world aware of the company’s business
operations and about the products and services offered. Strong external communication
improves public credibility, the overall profit and the corporate image. It can help to
expand the boundaries of business and to strive to be number one on the existing market.
Hiring the Employees: If DBH wants to hire someone, it advertises the vacancy, receives
applications, calls the candidates, takes the interview and then offers job to the successful
candidates. The whole process requires the combined effort from Human Resource
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Dealing with Customers: Sales letters and brochures, paper-form and televised
advertisements, personal sales calls, and direct formal proposals between potential
clients are used to stimulate the customer’s interest. Communication also plays a part in
such customer related functions as credit checking, billing, and handling complaints and
questions. Customer service department, sales team, business sales team & in-house
Call Centre department of DBH also perform this task well; to ensure communication are
maintained.
Dealing with Builders: As DBH gives loan to purchase flat, it requires to maintain a close
relationship with the builder. Customers go to different builder to purchase flat. They then
show their interest to take loan to finance the apartment. Builder then recommend them
DBH to take loan from DBH. So, builders are a source of the company’s prospective
client. DBH maintains a win-win relationship with the builder. Business sales peoples
(BSP) are responsible to communicate with the builder. The company has a database
with different builder and their projects. If a customer show interest to buy a flat in an area,
DBH inform the builder of that area about the prospective client. The builders
communicate with the customers. Sometimes, DBH and builder jointly offer loan sanction
and flat purchase facility at the same times. At that case they offer some opportunity to
Negotiating with Vendors and Suppliers: To obtain necessary supplies and services,
companies develop written specification that outlines their requirement. In this scenario,
DBH needs to ensure strong relationship exists with suppliers, such as work place
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Informing the General Shareholders: Balance sheet, income statement, and ratio
Interacting with Government Authority: DBH is under the central bank of Bangladesh
named Bangladesh Bank (BB). DBH needs to send different information to Bangladesh
Bank through daily, quarterly and monthly reports. DBH needs to send all customer
related credit information to Credit Bureau of Bangladesh Bank. Also in order to sanction
Loan DBH need to take the CIB clearance from Bangladesh Bank. DBH has to give tax
and excise duty to National Board of Revenue (NBR). So, the company needs to send all
employees are on good terms with each other, the teamwork will be productive, oriented
towards one result that benefits everyone and will raise the company performance. Good
internal communication increases the work satisfaction of employees, their safety and
mood. Internal communication is a great tool for strengthening a company’s brand image
and reputation. When the atmosphere in the company is positive, it will spread out and
affect the external communication as well. DBH maintains both formal and informal
communications.
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Horizontal communication: Horizontal communication involves the exchange of
information between employees of one rank. The information normally circulates so that
employees can collaborate with each other better. It is essential for solving common
problems and improving teamwork. Effective information circulation inside the company
increases the awareness of each employee of the current tasks and helps to achieve
common goals faster. For any decision making to take place, department employers
need to work with other lateral departments; for instance disbursement of loans and
procurement of assets,
Upward communication: Upward communication includes all the information that flows
from the bottom of the managerial hierarchy to the top, for example from subordinates to
feedback which is essential for making improvements, and to know that they are
encouraged to show enthusiasm and think outside the box. DBH values every employees’
opinion. Crucial for any loans sanctions, when they are being released to clients.
DBH maintains an open door policy practice, whereby employees can discuss details of
from the top to the bottom. Managers, supervisors and any superiors must communicate
to subordinates about the company’s mission, vision, aims, strategic goals, policies,
regulations, rules, corporate values and many more. In the figure (3) horizontal, upward
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$
DBH NBFI
Board of Directors
MD & CEO
Management Comittee
Personnel of HR Personnel of IT
Accounts
Finance Manager
Manager
Accounting
Personnel of Finance Personnels
Customer Service
Recovery Manager Admin Manager
Manager
the beginning of a financial year, clear and well defined objectives are set for every
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employee. These objectives include financial results, product quality, market dominance,
Making and Implementing Decision: - In the figure (3) it is observed that board of
directors communicate with managing director and CEO of DBH. In the Annual general
meeting they set goals and objectives for the next year. MD and management committee
set objectives according to the director’s objectives. Then all the Head of Departments
are informed and also subordinates are informed by their respective HOD. In order to
achieve the objective, people in DBH collect facts and evaluate alternatives, and they do
so by reading, asking questions, talking or by plain thinking. These thoughts are put into
a written form. Once a decision has been made, it has to be implemented which requires
communication.
whether the desired outcome is being achieved. Statistics on such factors as cost, sales,
market share, productivity and inventory levels are compiled. This is done through
computers, manual papers, memos or reports. At the end of the financial year each
employee is evaluated considering his objectives and his achievement and promotion or
Design Products: - Business product manager continuously survey the market and
new product in to current software. Then respective departments like deposits or loan
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operation are informed about the product. Also sales team are also informed. They then
try to sale the product in the market. All the process required internal communication.
Interaction between employer & employee: - Employees are informed about policies
and decisions of employers through circulars, reports, notices etc. Employers also get in
touch with employees through application, complaint etc. So, communication plays a vital
DBH uses different tools communicate with the clients and employee.
Face to Face Communication: Face to Face communication is used by customer
customers can call and inquiry about their loan or deposits. Also prospective clients are
called to promote our products. Also for documents, to recovery overdue or installment
engagement and loyalty. With a properly executed SMS program, DBH engage their
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• Build brand awareness
Renew of Deposits: If deposits are renewed after the maturity it is informed to the
The use of SMS is vast in DBH. All these case SMS is generated through system
EMAIL Communication: Now a days Email communication also plays a vital role in an
organization. DBH is not far from that. Email communication is cost free and faster. Also
DBH is aims to be a paper- less organization. Most of the internal communication email
is used in DBH. Also DBH takes email address of all clients to communicate. Email is
used to send different statement to clients like Tax statement, Balance Statement and
others.
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MEMO: DBH uses memos only to circulate any business related process and which
The core objective of the Code of Conduct of DBH is to provide the employees with a
clear understanding of the standards expected from them as an employee of DBH and
whilst performing their duties. The Code of Conduct also represents a broad framework
of ethical standard of conduct that is expected from every employee of DBH. This
framework is based on the values and principles that have since inception translated into
standards of ethical conduct, which an employee is expected to uphold and adhere to all
times. This Code of Conduct applies to all Employees and Executive Director, hereinafter
referred to as ‘Employees’ whether permanent or on contractual/probation.
a. At all times the stakeholders of DBH shall act in a professional and ethical way, and
uphold the highest standards of honesty, trust, fairness, integrity and diligence.
b. Every stakeholder shall consider the risks and implications of their actions and in
principle, should feel accountable for them, and for the potential adverse impacts.
c. DBH shall take firm promise to adopt endeavor to follow best industry practices.
d. All information shall be used and handled with best care and due diligence to be
applied to ensure highest confidentiality and preserving sensitivity.
e. Prevent and avoid potential conflict of interest that may arise and influence one whilst
performing at workplace.
f. Serve customers, colleagues and counterparties with due care. Respect their desires
and serve them with responsibility if they asked for, or help them voluntarily.
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g. Set the service standard for the organization that reflects professionalism that also
expresses values and attitudes, as well as positive behaviors.
h. Equip employees to carry out their duties with due regards to the technical and
professional standards expected by qualified customers. Encourage the employees
continuously to develop and maintain their technical and professional knowledge and
level of competence.
a. DBH should preserve the lawful benefits and interests of its shareholders.
b. Should make utmost endeavor to maximize profit and increase payout ratio for the
stakeholders and manage the same ethically and properly.
a. Understand and honor the customer needs, as well as serve them indifferently,
promptly and honestly.
c. Issue notice with reasonable time in case of closure of customers’ accounts with the
Company for any legitimate reason(s).
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f. Exercise due diligence in the operation of customer accounts.
Environmental and climatic protections are among the most pressing global challenges
of the time. All of these are to be taken into account in all areas of the Company’s
business. The concerned authority of DBH must have firm commitment to choose and do
the right things, along with the compliance of legal requirements in this regard. They must
consider structural and non-traditional risks management options that inherent to
Company’s financial activities side by side with the management of traditional financial
risks, such as credit risk, market risk and operational risk etc. Risks inherent to
environment and social or community events/activities also need to be taken into
consideration.
become familiar with the Company’s mission and contribute to its achievement
by living the organizational values, and observing the Code.
Read, understand, and comply with DBH’s policies and internal procedures.
Dedicate employees’ talents and full efforts to their jobs.
Share their knowledge and experience for the benefit of DBH and its
stakeholders.
Meet their commitments consistently, honestly, and responsibly.
Share joint responsibility with the Company for their individual growth and
development and avail themselves of the opportunities that DBH offers to keep
their expertise up-to date.
Contribute to an environment of collaboration and teamwork.
Observe and enforce all health and safety standards.
Display at all times the best image of our Company by setting a good example.
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5.6 Commitment to Customers:
Following DBH corporate values, employees will treat customers with integrity and
professionalism and avoid arrogance at all times. To build and maintain customer
relationships based on trust and credibility, DBH employees must only make
commitments that are commensurate with the Company’s policies.
Every employee is expected to uphold the image of the Company. He will apply his
judgment maintaining office discipline and decorum in an appropriate manner
mentioned in this Code of Conduct.
6 Culture of DBH
It is DBH’s corporate policy to adhere to the laws of the country and with the regulatory
requirements applicable to our business. This includes compliance with company,
regulatory, labor, industry, trade, securities, copyright, employment, health and safety,
and other business regulations, civil and criminal laws.
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DBH is also committed to offering its employees continuous training & development,
individual recognition and reward on the basis of merit, open communication, and
effective feedback.
The Company’s policy is to provide a work environment that is free from intimidation or
harassment. Such harassment by co-workers, supervisors or outsiders is prohibited.
Harassment includes behavior, whether in person or by other means, such as by email,
remarks of sexual nature, sexist or racist comments, religious slurs or ethnic jokes (if such
behaviors interfere with an employee’s work performance or creates an intimidating
hostile or offensive work environment.)
Defining, communicating, and ensuring compliance with DBH’s policies and internal
procedures.
Seeking to provide finest and most productive work environment for the employees,
to maximize individual potential and creativity, foster collaboration and teamwork.
Provides effective support to others and encourage teamwork and expert networks in
which everyone can share knowledge, experience and best effort.
Recognizes that healthy competition in the workplace stimulates personal and career
growth, provided that it does not diminish the Company’s collaboration, team spirit, or
corporate performance as a whole.
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6.6.3 Encourage Communication:
Promotes the values that are shared as a Company and become positive role
models of the behaviors and practices established in the Code.
Expresses ideas and concerns clearly and honestly in a timely and responsible
manner and contribute constructive criticism in order to make relationship with the
employees and processes more efficient.
Shows respect for the opinions of others to enhance the Company’s proposals and
improve the outcome of Company’s efforts.
7. Motivation
Motivation are the combination of the internal and external factors which stimulate
desire and energy in people, and encourages individuals to commit himself or herself to
a job, role or to obtain a certain goal.
At DBH the source of motivation is not just limited to financial remuneration. There are
multiple ancillary services which contributes to the development of employee motivation.
One of the key services of DBH is to provide financial products which cater to housing
development and procurement; hence employees are tasked with very critical financial
decisions so as to approve loans and infrastructure housing credit.
Employees with the talent and competency are empowered to authorize certain
degree to credit lending to corporate and personal clients, without having to reach for
senior financial authorization of funds release.
The internal communication is very lateral, which allows business units to frequently
communicate with each other so as to serve respective clients or to achieve a certain
goal. The internal motivation characteristics is fueled by “The Expectancy Model”, where
people are encouraged to evaluate themselves and plan accordingly in order to reach
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the desired level of reward. Self-development drives are heavily focused with the inner
workings of the organization. Constant half-yearly and annual performance appraisals
are conducted to ensure employees remain motivated and focused in their roles.
There are many indirect motivational factors which positively impact employee
behavior. One of the key elements are time management. DBH maintains an excellent
time management scheme, whereby they ensure timely delivery of clients and as well
as internal work-life balance techniques. There are multiple workplace Application
Programming Interface (API) built in existing work software, which helps to ensure
timely delivery of clients and much streamlined service process. Hence, DBH ensures
that employee work-life balance is never hampered.
Besides these ancillary remunerations, DBH employees are well financially rewarded
for workplace achievements, festive bonuses, performance/score card ratings bonuses
and Profit Sharing schemes to all employees.
8. Leadership
Leadership can be defined as the ability of the management to make sound decisions
and inspire others to perform well. It is the process of directing the behavior of others
towards achieving a common goal. In short, leadership is getting things done through
others.
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The leadership style resembles that on “Participative”, also known as the democratic
leadership style. It values the input of team members and peers, but also the
responsibility of making those final decision rests with the participative leader.
Participative leadership helps motivates employee morale in the organization, because
employees make contributions to the decision-making process. It accounts to a feeling
that their opinions matter.
When there are internal changes inside DBH, the participative leadership style helps
employees to accept changes easily as they play a role in the process. This leadership
style easily meets those challenges when companies need to make a decision in a short
period of time.
Participation in the decision making exists, since in the financial sector is a complex
industry; whereby every decision making have consequences. Thus DBH ensures as
much contribution from different units of the working ranks individuals so as to evaluate
and disburse credit loans.
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edge, DBH always aspires of hiring the best of the people with diverse backgrounds.
Thus the focus always remains on fostering talent, unleashing potential and providing
long-term career growth. Career development at DBH is solely based on merit,
performance and productivity. It’s a demand of evolving business environment that the
human resources of the company requires training for every changing process,
customer preferences, numerous new technology applications, compliance and
regulatory requirements. DBH conducted several training programs in various functional
areas as per individual employee’s requirement during the year. Employees also
attended training programs overseas on different personal and functional development
programs for increasing their levels of skills and competencies.
10. Conclusion
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