Training and Development of SME Employees Assignment

IMPROVING TURNAROUND TIME OF DOHA
BANK’S SME LEDNING MODEL
2018

IMPROVING TURNAROUND TIME OF DOHA BANK’S SME
LEDNING MODEL
Colombo – Sri Lanka
2018
This is to certify that the Management Field Project on
IMPROVING TURNAROUND TIME OF DOHA BANK’S SME
LEDNING MODEL

TABLE OF CONTENTS
List of Tables.............................................................................................................................7
List of Figures ...........................................................................................................................7
List of Abbreviations.................................................................................................................8
Executive Summary ................................................................................................................10
Chapter 1..................................................................................................................................11
INTRODUCTION...................................................................................................................11
1.1 Background ..................................................................................................................11
1.2 Project............................................................................................................................12
1.3 Significance of the study...............................................................................................12
1.4 Methodology ................................................................................................................13
1.5 Limitation......................................................................................................................14
1.6 Chapter Framework.......................................................................................................14
Chapter 2..................................................................................................................................15
PROBLEM IDENTIFICATION..............................................................................................15
2.1 Introduction...................................................................................................................15
2.2 Organization Profile......................................................................................................15
2.3 Organizational Analysis: SME Section at Doha Bank..................................................18
2.3.1 SWOT Analysis: SME Lending at Doha Bank......................................................18
2.3.1.1 Strengths..............................................................................................................19
2.3.1.2 Weaknesses..........................................................................................................19
2.3.1.3 Opportunities ......................................................................................................20
2.3.1.4 Threats ................................................................................................................21
2.3.1.5 Conclusion of SWOT Analysis...........................................................................22
2.4 Problem Identification...................................................................................................23
2.5 Problem Description......................................................................................................23
2.6 Summary ......................................................................................................................28
Chapter 3..................................................................................................................................29
THEORETICAL FRAMEWORK FOR DIAGNOSIS............................................................29
3.1 Introduction...................................................................................................................29
3.2 Theoretical background to the problem........................................................................29
3.2.1 Policy and Procedures ...........................................................................................32
3.2.2 Employee Productivity ..........................................................................................33
3.2.3 Time Management .................................................................................................34
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3.3 Framework of the study.................................................................................................35
Source: Author....................................................................................................................36
3.4 Description of the Techniques.......................................................................................36
3.4.1. Cause and Effect analysis..........................................................................................36
3.4.2. Time and motion study .........................................................................................36
3.5 Summary.......................................................................................................................37
Chapter 4..................................................................................................................................38
THE PROJECT........................................................................................................................38
4.1 Introduction...................................................................................................................38
4.2 Project Objectives.........................................................................................................38
4.2.1 The Prime Objective...............................................................................................38
4.3 The Project; Project Components..................................................................................39
Source: Author ................................................................................................................39
4.3.1 Component 1: Current situation analysis .............................................................39
4.3.1.1 Cause and effects analysis...................................................................................41
4.3.1.2 Kipling’s Method.................................................................................................42
4.3.2 Project component 2: Policy and Procedures........................................................42
4.3.2.1 Solution and Development: Revise of Policy & Procedures...............................44
Source: Credit department Doha bank ............................................................................47
4.3.3 Project component 3: Employee productivity .......................................................47
4.3.3.1 Solution and Development: Employee Productivity.........................................47
4.3.4 Project component 4 : Time Management..............................................................48
4.3.4.1 Solution and Developments: Time Management ...............................................49
4.4 Resource Allocation......................................................................................................49
4.5 Cost Estimates and Cost Benefits .................................................................................51
4.6 Project output and outcomes.........................................................................................51
4.7 Project plan....................................................................................................................53
4.7 Summary.......................................................................................................................53
Chapter 5..................................................................................................................................55
DISCUSSION OF IDENTIFIED COMPONENTS................................................................55
5.1 Introduction...................................................................................................................55
5.2 Discussion ....................................................................................................................55
5.2.1 Current Situation Analysis......................................................................................56
5.2.2 Policy & Procedures...............................................................................................56
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5.2.3 Employee Productivity...........................................................................................57
5.2.4 Time Management..................................................................................................57
5.3 Recommendations.........................................................................................................58
5.3.2 Periodical update of policy and procedures...............................................................58
5.3.4 Turnaround Time implementation for processes ......................................................59
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List of Tables
Table 2.1: Doha Bank’s Financial Highlights
Table 2.2: Doha Bank’s Ratio Highlights
Table 2.3: SWOT Analysis: SME Lending at Doha Bank
Table 2.4: Problem Identification Diagram
Table 2.5: Average Turnaround Time Delays
Table 2.6: Existing Loans and Customers
Table 2.7: New Projects and Customers
Table 2.8: Income Statements
Table 2.9: Application Processing
Table 2.10: DB Key Performance Areas
Table 2.11: Numbers of Complaints
Table 2.12: SME Complaints Details
Table 2.13: SME complaints and Impacts
Table 4.1: Project Components and Techniques
Table 4.2: Current situation analysis tools
Table 4.3: Kipling’s Method
Table 4.4: 5 Why
Table 4.5: Loan process - workflow Chart
Table 4.6: Policy and Procedure Amendments
Table 4.7: SME program lending model
Table 4.8: Turnaround Time vs Loan Process stages
Table 4.9: Time and motion study Loan process workflow
Table 4.10: Resource allocation of project
Table 4.11: Cost Estimates
Table 4.12: Cost Benefits
Table 4.13: Project output /outcomes
Table 4.14: Project Time Planners
Table 5.1: The 5W +1H
List of Figures
Figure 3.1: Study Framework
Figure 4.1: Ishikawa diagram – Cause and Effects
Figure 4.2: Project Team Structure
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List of Abbreviations
SME Small and Medium Enterprise
GCC Gulf Cooperation Council
ATM Automated Teller Machine
UAE United Arab Emirates
CSR Corporate Social Responsibility
DB Doha Bank
IT Information Technology
RM Relationship Manager
HR Human Resources
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