Group # 7

Course: MGT351

Submitted to:
Shahanara Bhuiyan
Lecturer

Submitted by:
Syed Mahjad Nur
ID# 051 727 030 (BBA)

Ishtiaque Ahmed Syed

ID# 052 108 030 (BBA)

S.M. Rakibul Hassan

ID# 052 079 030 (BBA)

M. Mozammel Hossain
ID# 052 421 030 (BBA)

School of Business
North South University

April 14, 2007

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_______________________________________________Letter of Transmittal
Shahanara Bhuiyan
Lecturer
School of Business
North South University
Dhaka

Dear Madam,

It is been a great pleasure for us to submit this report on Recruitment &

Selection, Training & Development and Performance Appraisal. This report
has been prepared by group of four people as a part of the MGT351 Course. It is
prepared after having extensive surveying and analysis. Apollo Hospitals Dhaka
in Bangladesh has provided all information provided in this report.

The report gave us an opportunity to apply theoretical knowledge in real world. It

also gave us a glimpse of our individual understanding and skills in various
situations. We sincerely hope that you will enjoy reading this report and will get
some idea about Recruitment & Selection, Training & Development and
Performance Appraisals of Apollo Hospitals Dhaka in Bangladesh.

Thank you

Syed Mahjad Nur Ishtiaque Ahmed Syed

ID# 051 727 030 ID # 052 108 030

S.M. Rakibul Hassan M. Mojammel Hossain

ID# 052 079 030 ID# 052 421 030

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________________________________________________Acknowledgement

This project has been a revelation for us and we really have numerous people to
thank regarding our work.

We have been fortunate to have the support, assistance and encouragement of a

number of individuals while preparing this report, without their support, it would
be hard to complete this study.

We express our sincere gratitude to our Institutional Supervisor Shahanara

Bhuiyan, Lecturer, School of Business, North South University, Dhaka for guiding
us in completing this study.

We convey our profound gratitude to Mr. Nurullah Mamun Chowdhury

(General Manager, Human Resource Department) for his unbelievable support
for this project. It seemed almost impossible on his part to give us some time out
of his busy schedule but somehow we were never given a cold response from
him.

Md. Shohrab Hossain (Manager-Training & Administration, Human

Resource Department) is the other man we would like to thank sincerely for
helping us. He supported us with a whole lot of information, which we required for
the comprehensive fulfillment of our project. He was so generous to provide us
the information we asked for and inspired us all the way.

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_______________________________________APOLLO HOSPITALS DHAKA

Apollo Hospitals Dhaka, a joint project of Apollo Hospitals Enterprise Limited and
STS Holdings Limited, is a 450-bed super specialty facility poised to deliver
advanced tertiary care of international standards to the people of Bangladesh
The Hospital is at the forefront of medical technology and expertise and provides
a complete range of the latest diagnostic, medical and surgical facilities for the
care of its patients. The hospital is having all the characteristics of a world-class
hospital with wide range of services and specialists, equipment, & technology,
ambience and service quality.

Apollo Hospitals Dhaka is a showcase of synergy of medical technology and

advances in IT through paperless medical records

The skilled nurses, technologists and administrators at Apollo Hospital Dhaka,

aided by state-of-the-art equipment provides a congenial infrastructure for the
medical professional in providing healthcare of international standards.

Mission statement
"Our mission is to bring healthcare of international standards within the reach of
every individual. We are committed to the achievement and maintenance of
excellence in education, research and healthcare benefit of humanity."

Promoters
STS Holdings Limited, a dynamic and reputed business Group in Dhaka, is
engaged in education, banking, real estate, manufacturing and exports, freight
consolidation and container services etc.

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The group owns International School Dhaka (ISD); managed by Council of
International Schools (CIS), a global organization facilitating education with its
headquarters in the UK.

The board members of STS Holdings Ltd. are:

Bhagwan W. Kundanmal, Chairman

Khondoker Moniruddin, Managing Director
Mohammad A. Moyeen, Director
Tipu Munshi, Director

Rivals

Portfolio of Category Competitors

 United Hospital,
 Lab-aid Specialized Hospital,
 Lad-aid Cardiak Hospital,
 Square Hospital Dhaka
 Ibne-Sina Hospital

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_______________________________________________Executive Summery

The report on communication technology in Apollo Hospitals, Dhaka is submitted

on 15th March 2007, to Shahanara Bhuiyan, faculty of BBA Department, at North
South University. The purpose of preparing the project is to fulfillment of
requirements of the course “Human Resource Management”.

Human Resource Management is an important task for any company. Every

company should keep a Human Resource Department. Organizational objectives
are related with the Human Resource Functions. If a company recruits, select
best employees and provide training program for their development. If companies
appraise employees positively or negatively then the working quality of employee
will develop highly.

The term paper contains three main parts of Human Resource Management.
These are 1) Recruitment and Selection, 2) Training and Development 3)
Performance Appraisal.

First part contains Recruitment and Selection. Recruitment is the process of

collecting best employees that the company will able to achieve organizational
objectives. Selection is the process of assessment, making decision and
adjusting.
Second part contains the Training and development that is really important to
develop the employees working ability for present and future development.
Last part contains the performance appraisals at the workplace. If the workers’
quality of performance will evaluate then they will know about their quality.

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Performance appraisal motivates employees to develop their individual
performance.

_________________________________________________Table of Contents

Contents Page No

Introduction 7

Function of HR 8-9

Recruitment & Selection

 Recruitment Methodology 10

 Sources of Applicants 11-12

 External Recruitment 13

 Selection & Tools 14-15

 Recruitment & Selection Process 16-17

Training and Development 19-25

Performance Appraisal 26-32

SWOT Analysis 33-34

Conclusion 35

Refference 36-37

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_______________________________________Human Resource Department

Human Resource Department (HRD) is the most important department of Apollo

Hospital. As Apollo Hospital is leading medical service firm, so they are so much
concern about the Human Resource that they can serve more qualitatively.
Apollo belief, as the employees are the central life of organization so their
management is highly important for the achieving overall goals. It works as a
support department by implementing Apollo Hospital’s mission through providing
multi-dimensional workforce. HR Department is designed in a way to add value
to an employee’s position by enriching with duties and responsibilities aimed to
add to the company’s image and bring profitable business to the company.

The department works under the direction of the Head of Human Recourse
Department by the Chief Executive Officer (CEO) of Apollo Hospitals Dhaka. All
the members of the department have an excellent educational background and
they are experienced with HR activities. There are three managers under the
Head of Human Recourse Department. They are Manager-HR, Manager-Admin
and Manager-Training. Also, there are three Deputy Managers and another two
Chief Executive Officer
executives are accountable to Deputy Managers in the department.
Head of Human Recourse Department

Manager Admin Manager HR Manager Training

Deputy Deputy Deputy

Manager Manager Manager

Executiv Executiv Executiv Executiv Executiv Executiv

e e e e e e

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________________________________________Functions of HR Department

Apollo Hospitals’s people are the most important asset of their business.
HRD’s(Human Resourse Department) overall function is to support and to
develop those people, enabling them to deliver outstanding business
performance. Their main function is to perform with the combination of different
activities-

Human Resource Planning: At first a organization should make Human

Resource Plan to operate the human resource. According to that plan a company
recruits the required employees at the right time, at the right place.

Job Analysis: A organization make a analysis about the job. Job analysis is the
process of getting detailed information about jobs. After reviewing the job’s
functions organization can determine what skills are required to accomplish the
job. Job analysis provides information what the job entails and what human
characteristics are required to perform these activities.

Job Design: Job design is a important task of the Human Resource Department.
In job design a company deals with making decisions about what tasks should be
grouped into particular job. The way that jobs are designed should have an
important tie to the strategy of an organization.

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Assess the Human Resource needs: As a organizations have many tasks so
the HR Department will assess the human resource needs, that how much
employee will require in a particular departments.

Recruiting and selection: For recruiting and development, HR Department

recruits employees according to need. Take tests, interview and select the
employees.

Training and Development: Training is provided for the immediate time frame.
Through training a company can be developed for the long-term frame.

Compensation: Compensation is one of the attractive functions of HR

Department. Compensation consists of wage and salary administration, job
description, executive compensation, incentive pay, job evaluation.

Benefits: Company provides various benefits to the employees to motivate them

to their work. Benefits consist of insurance, vacation, accommodation, medical
allowances.

People involved in human resources are strategic business partners to all

functions facilitating, guiding, and helping in implementing the people's process
for growth.

They play both a tactical and a strategic role within every aspect of business
partners, talent management, recruiting, management development, training,
remuneration, communications, employee relations, and welfare. For instance,
HR department is responsible for recruiting for right kind of people for the right
kind of job.

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Those are also responsible for cultural change, leadership development,
strategic talent management, coaching and skills development or alignment of
reward with performance.

______________________________________________________Recruitment

Recruitment is the process through which the organization seeks applicants for
potential employment. (Noe, Hollenback, Gerhart, Wright; 2000)

Recruiting is a process by which organizations locate and attract individuals to fill

job vacancies. It is an even more important activity when employment rates are
low and economic growth is strong, as firms compete to attract the qualified
employees they need to succeed. (Fisher et al; 2000)

Most organizations have a continuing need to recruit new employees to replace

those who leave or are promoted, to acquire new skills and to permit
organizational growth.

Recruitment Methodology

Recruitment methodology is an important technique of collecting the efficient

workforce. Every organization follow a recruitment policy, that help them to get
efficient workforce. Apollo Hospitals always recruit a diverse workforce that
appropriately reflects the demographics of their consumer base and fulfills the
talent needs that will keep Apollo Hospitals competitive and successful. They
always support the individual in realizing their potential and they recognize the
value of “difference”. They use a mixture of internal and external sources. Their

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entry level jobs are filled externally but for other positions, the company’s policy
prefers internal sources. If they do not find employees who are qualified enough
to fill the vacant position, they look for external candidates.

Depending on the position, Apollo Hospitals uses both Make and Buy
approach for recruiting people. In maximum time they prefer the Buying
approach. Though they have vast training plan but they want to recruit efficient
employees. On the other side, they also follow making approach that employees
can be high aimed and loyal to the company. Entry level employees usually
require guidelines and training programs. So they use Make approach for entry
level recruitment. But executive level jobs require skilled people and
professionals. Therefore they use the Buy approach for recruiting people for
executive level. Most career areas are open to graduates of any discipline,
although there are some exceptions.

Apollo Hospitals usually prefer to recruit people by themselves rather than

depending on Agencies. But in some cases they do involve agencies for external
recruiting.

Sources of applicants

Sources of candidates
Internal Recruiting: Internal Recruiting is the approach of collecting
employees from the existing employees of the organization. If posts will vacant or
new post create then HR Department recruit employees from the organization. It
is so attractive to the existing employees. After getting the new post in the same
organization employees turn to be more motivated and confident to their work. If

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the get efficient employees from own culture’s employee then they do not have to
expense much time for socialization and orientation activities. There are four type
of internal recruiting system in Apollo Hospital:

Promotion: Promotion is the most valuable and prestigious system of Apollo

Hospital’s internal recruiting. Maximum time promotion provide as a reward. By
performing good tasks employees are getting promotion. HR Department all time
reviews the employees’ performance for probability of internal recruiting.

Transfer: Transfer is also an important source of internal recruiting that

employees come from the department for a long time period. Transfer makes the
employees efficient in many fields.

Managerial Succession Planning: Managerial Succession planning is an

important internal recruiting system. For the top posts after vacant a post,
ultimate subordinate get that post at a interim basis. Within that time new officials
are searched and select. In managerial succession planning, ripple effect can not
be dangerous because after vacant a post CV bank supply huge CV for the
concerned job standard.

Job rotation: Job rotation is another source of internal recruiting that

employees are working various departments rotationally. Through rotation
employees are free from boredom. Apollo maximum employees do not like the
Job rotation system for changing of job task.

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Potential Employees: Though a junior employee there is some employees,
have much potentiality in any practical task. Sometimes they get a lift in any
responsible post. They get the important post on a temporary basis. After

External Recruitment:

Newspaper advertisements: main source (Prothom-Alo and Daily Star are

1st Preferences)

Boss Searching – To recruit higher level executives, Apollo have a Boss

Searching program tat they seek the higher qualified persons for the posts.
Especially the do it secretly. All-time they take the news of other hospital’s higher
officials.

Interns: Till now they are processing to take intern doctors in Apollo. From
middle of this year they will recruit the intern doctors.

Employee referrals: Mid-level executives are recruited by employee referrals.

In Apollo Hospitals, Deputy Managers have the valid authority to call a candidate
for written test without screening the applications. But that candidate should be
eligible for the post.

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Web page Advertisements: BD jobs.com, jobsbd.com, jobsa1.com,
chakri.com.bd,

Campus recruiting: They are planning to recruit employees from many

medical colleges. Already they contact with top medical colleges to get the
fresher doctors for the Apollo Hospital.

________________________________________________________Selection

With a pool of candidates, the next step is to select the best candidates for the
job. Personnel selection is a process of measurement decision making and
evaluation.

The goal of employee selection is to bring to an organization individuals who will

perform well on the job and at the same time be fare to all applicants. (Fisher et
al; 2000))

Selection is a process by which an organization attempts to identify applicants

with the necessary knowledge, skills, abilities and other characteristics that will
help it to achieve its goals. (Noe, Hollenback, Gerhart, Wright; 2000) Selecting
the efficient and experienced employees are important for three main reasons:-

 Employees are the main indicator for organizational goals.

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  It is costly to recruit and hire employees.

 Legal implications of incompetent hiring.

Tools for Selection:

Apollo Hospitals uses the following tools for selection process:

 Work sampling- It measures how a candidates actually performs some

of the job’s basic tasks. In this method, several tasks are chosen which
are crucial to perform the job and according to that applicants are tested.
An observer monitors the performance and indicates on a check list how
well the applicant performs. They mainly use this procedure for entry level
jobs.

 Intelligence test- It measures a range of abilities including memory,

vocabulary, verbal fluency and numerical ability.

 Interview- Usually in the interview board they have multiple interviewers.

It is a structured interview process where a board of interviewers leads the

15
 procedure. This board includes mainly the department director, HR
manager and direct supervisor.

 Physical exams- After an applicant is hired, s/he has to face some

medical exams. It’ is mainly to verify whether the applicant meets the
physical requirement of the position and to discover any medical limitation.

 Drug screening- Apollo Hospital conduct drug screening just before an

applicant is formally hired.

 Background investigations- they do background investigation to check

whether the applicant has provided correct information.

Recruiting and Selection process:

Following is the process through which the company recruits and selects
candidates-

Step 1: If the recruiting is being done for a new post then it requires an approval
of the CEO and the departmental head looks into it. But for vacant posts the
approval is not required.

Step 2: The supervisor of the concerned department recognizes the need to

recruit employees and then informs the departmental head for hiring new
personnel.

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Step 3: Then this need is consulted with the Human resource department so that
they can carry out the recruitment.

Step 4: The Human Resource Department then advertises on the web, news
papers, and magazines available posts.

Step 5: Then HR Department then collects all the applications from CV Bank,
and other sources are reviewed and analyzed according to job description and
competency requirements.

Step 6: The resumes are collected and sent to Medical Secretary who handles
all the departments from different departments and chooses the best resume
based on qualifications. The General Manager-Human Resource Department
and concerned departmental head then confirms the resumes chosen.

Step 7: Then chosen applicants are called by the Human Resource Department
for written test and then elected applicants are called for the selection test.

Step 8: Dates are issued for the examined candidates and are then called upon.

Step 9: Individual reports are made for every elected candidate individual assess
and review is summarized.

Step 10: An offer is made to the selected candidate for a particular job.

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Problems and Recommendations of Recruitment and Selection:

Problem 1: As they are India based multinational so they are more interested to
overseas recruitment.

Recommendations: They should recruit employees from the business operating

country as they are making profit from here. By the way, if they recruit employees
at a high rate, from business operating country then they employees will be so
much loyal and responsible for Apollo Hospital.

Problem 2: They are less interested for fresher.

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Recommendations: They should recruit fresher as a result fresher will be more
motivated and inspired to get job in Apollo Hospital. If fresher do not learn
properly in workplace they can not be good employees.

Problem 3: They fill the immediate vacant posts on an interim basis.

Recommendations: They should fill the vacant posts permanently that they can
make their plan properly and go for profit maximization.

____________________________________________Training & development

Training refers to the acquisition of knowledge, skills, and competencies as a

result of the teaching of vocational or practical skills and knowledge that relates
to specific useful skills. It forms the core of apprenticeships and provides the
backbone of content at technical colleges and polytechnics. Today it is often
referred to as professional development.

The Training Process

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Recognize the need for change: The training process begins by recognizing
commercial changes caused by internal or external environment. One of the
most prominent changes in Apollo Hospitals is the expansions of any particular
department where the company may need to promote or recruit some employees
for those new positions. These employees may need training. If the company
introduces new technology, for example, a new medical equipment within the
hospital the employees also need training of how to maintain and use it. There
are also some other basic reasons for which Apollo Hospitals has training
programs. These are-

 To improve the performance of the current employees

 To orient new recruits
 To prepare the employees for future positions
 To cope with competitiveness
 To introduce technological innovations to the firm
 To keep them effective and competitive with regards to the new age
employees

Determine Training Needs: Apollo Hospitals uses these three methods to

determine the training needs.

 Organization analysis: They analyze their institution’s strategic goals,

future plans to determine if their human resource needs training.

 Task analysis: The institution analyze the job description, Importance of

the task which determine whether an employee needs training or not.

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  Performance Analysis: There is an annual performance appraisal at
Apollo Hospitals. Immediate supervisor with the support of an HR
specialist go through this process. Based on it, they decide what type of
training is needed.

Establish Specific Objectives: In this step the needs of training is translated

into measurable, clear and concise objectives. The HR department of Apollo
Hospitals establishes objectives regarding the needs identified by the analysis.
Then, based on this analysis they take appropriate actions.

Select Training Methods: With the proper training objectives the trainer
chooses an appropriate training method. Apollo Hospitals mainly prefer
interactive methods of training. The specific skills that Apollo Hospitals wants to
develop in their employees’ are efficiency, team building, inter personal
communication etc. According to these basics different methods are applied.

Coaching– Experienced Specialists and doctors from abroad give seminars,

lectures and training to local doctors about medical advances.

Mentoring– Over here an expert performs a surgery while his inexperienced

colleague or subordinate helps him and watches how it is performed.

E-learning aka Online Learning, Distance Learning,– live surgeries are

transmitted through the web on big screens. For example: A neuro surgery of
separation of Siameses twins attached by their heads in America can be

21
transmitted live through the web and can be viewed on a big screen in
Bangladesh by local surgeons and doctors.

Knowledge Management– Medical journals and gazettes, research reports

and medical magazines are used to share knowledge about latest medical
technologies, techniques and discoveries.

Organizational Learning– Recruiters, Concerned Departmental heads, etc.

lecture the new recruits about hospital culture, values, rules and norms. The new
recruits also learn the organizational values, cultures and norms informally while
working.

Outbound Management Development Programs– A group of specialists,

doctors and nurses are send to trips abroad at other renowned hospitals for
training. For example recently a group of 1 anaesthologists, 2cardiologists,
1neuro surgeon and 2 nurses went to a company paid trip from Apollo to
Bamrunngrad Hospital inThailand to get training.

Web based learning– doctors have online communities and chat sessions
where they can discuss about medical related problems, doubts, discoveries, etc.

Animated training– Animated video tapes of medical documentaries are

shown to train specialists, doctors and nurses

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Diversity Training—Since Apollo Hospitals has doctors, nurses and staff from
a variety of countries diversity training diversity training is carried out by the HR
department by processes like including topics of cultural differences in seminars.

Implementing Training Programs: After selecting a training method, they

schedule a training program. To implement a training program it is necessary to
have qualified trainers and convinced participant. For mid level and higher level
jobs they sent the employees for international training. That’s why in the training
period, they sent employees to India.

Evaluate Training Programs: Apollo Hospitals evaluates the employees. They

ask the employees to submit a report on their training program consisting what
they have learnt and where to implement their knowledge. They also observe
participant’s reaction during the training period and use of their new skills and
knowledge back on the job.

Socialization

Socialization is the process of adaptation that takes places as individual’s

attempt to learn the values and norms of work roles. Every organization has its
own unique culture. So it is very important for a new recruit to go through proper
socialization process to understand what is acceptable and desirable. Like every

23
other organization, Apollo Hospital’s own unique culture includes some
longstanding and often unwritten, rules and regulations, a special language that
facilitates communication among members, established customs for how
members should reflect to peers, subordinates, supervisors and outsiders. It also
clarifies members what is appropriate and smart behavior within the organization
and what is not. A proper socialization process makes the new employee aware
of these values and norms.

Orientation Process

Orientation is the first step of socialization. Apollo Hospitals Bangladesh has

informal and collective orientation program for the new recruits.

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In orientation program employees receive company policies, regulations,
working hours, performance review, vacations, and benefits.

The HR specialists usually perform the orientation by explaining the basic

matters like regulations, vacations etc. That person then introduces the new
employee to his or her new supervisor. The supervisor continues the orientation
by giving information about the types of business they do, explaining the nature
of job, introducing the person to his or her new colleagues, familiarizing the new
employee with the work place.

The new employees get the opportunity to observe the functional activities of
the company. They acquire information about the functions of the departments
and Apollo Hospital’s Management Development Philosophy, Policy and Practice.
New employees work under close supervision during probation period of 6
months. Department head evaluates the performance of the new employees after
the probation period.

Problems and Recommendations of Training and Development:

Problem 1: Though Apollo Hospital has a yearly training schedule. but they do
not follow it properly.

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Recommendations: They should follow the training schedule as much as
possible that the training activities can not be late.

Problem 2: The instructors of the training programs are higher officials.

Recommendations: Generally, higher officials have the long distant from the
employees. If training classes will take the higher officials then it is general that
the acceptability of the training will not be clear. Apollo should invite specialists to
attend in training class that employees can get mood to learn.

Problem 3: Training and development consumes a lot of valuable time and

money.

Recommendations: They can do training and development at a mass level. This

will reduce the cost as well as time. Although there a few disadvantages of this,
the advantages outweigh it.

_____________________________________________Performance appraisal

Performance appraisal is a formal system of periodic review and evaluation of an

individual’s job performance.

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Formal performance appraisals are generally conducted annually for all staff in
the organization or when the administrator feels that the gap between actual
standard and target standard is.

Each staff member is appraised by their line managers and their respective
departmental heads.

Their performance appraisal process involves:

1. Setting work standards

2. Assessing the employee’s actual performance relative to these standards.
3. Providing feedback to the employee with the aim of motivating that person
to eliminate deficiencies or to continue to perform above par.

The most common and widely used performance appraisal technique used by
Apollo is the “graphic rating scale” system.

Generally, the schemes of the performance appraisal in Apollo Hospitals

are:

27
  Giving feedback to employees by assessing their strengths and
weaknesses, past performance and future potential to improve
subsequent performance.

 Identifying employee training needs.

 Forming a basis for personnel decisions like: salary (merit) increases,

disciplinary actions against ill performers, etc. For example: a staff who
does not maintain standard hygienic conditions and is a potential threat to
patients.

 Provide the opportunity for the hospitals diagnosis and development.

 Facilitate communication between employees and the supervisor. As the

supervisor and employee both sit down together after performance
appraisal and discuss about the employees weaknesses and strengths,
and ways to improve him/her; the understanding between both of them
increases.

 A common approach followed by Apollo of assessing performance is to us

numerical or scalar rating system whereby managers score an individual
against a number of objectives/attributes like problem solving ability,
decision making ability and personal management.

The Human Resource Department of Apollo strives to keep performance

appraisals:

28
 1. Well designed,
2. With clear guidelines and goals,
3. Administered by trained supervisors
4. Supported by upper management.

Apollo believes that performance appraisals provide these key benefits for
employees and managers:

 The supervisor and the concerned employee sit together and

discuss about his/her lacks in the job.

 Managers and employees work together to set performance goals,

identify training and development needs, and discuss career
opportunities that often result in salary increases and other non-
financial benefits.

 Managers gain insight into different jobs, which fosters better

working relationships and strengthens their management skills and
harmony.

 Managers and employees communicate regularly and develop

open, give and- take relationships.

Performance Appraisal Raters are:

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  Colleague Reviews: Employees are known about his/ her coworkers’
regular performances. So colleagues asses his/her coworker’s
performance.

 Subordinates Reviews: According to organizational structure junior

employees are working under his/her immediate boss. So those
subordinates can rate his/her boss’ performance for establishing goals.

 Group Reviews: For many surgeries groups are formed. Where

surgeons, doctors and nurses work jointly as a group. Employees can
review every member closely as they work together. So they can assess
the group employees to perform better.

 Self Reviews: Self-reviews are based on the idea that employees are
most familiar with their work, and that their involvement is essential.
Employees rate themselves, usually with a formal survey form.

 Upward Assessments: Most departmental managers do not realize that

what they say sometimes does not match up to what they do. Upward
assessments can help these managers to keep their words and actions
consistent, while showing areas where managers can improve their
performance. This can greatly increase their credibility.

Performance Appraisal’s Method:

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Checklist: It is used by the appraisers to rate nurses, doctors and other staff
of their behavior towards patients and customers. There are opinion boxes
situated at different locations of the hospital where the patients and customers
can give their feedback about the quality of services of the doctors, nurses and
staff.

Graphic Rating Scale: It is used to assess employees’ quality of work, job

knowledge, loyalty by their supervisors.

360° Evaluation:

Personnel Data: Information from an employee’s personal file is also

collected. Separate files of more than 1200 are kept in the human resource
department. Information of how many days an employee is absent or late,
extraordinary performance, etc.

Performance Test: Work sampling. When Doctors and Nurses are working,
evaluators appraise them on the observation of how they really work.

Testing the Emergency Unit: The emergency unit of Apollo is also rated
based on how fast the team can work efficiently. For example: if an emergency
patient is brought in then how much time it requires to take him/her to the ICU
(Intensive care unit) and how efficiently he/she is treated.

360° Degree Feedback (360 Degree Review)

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360° degree feedback is the most comprehensive and costly type of appraisal. It
includes self ratings, peer review, and upward assessments; feedback is sought
from everyone. It gives people a chance to know how they are seen by others; to
see their skills and style; and may improve communications between people.

 360° degree feedback helps by:

1. Cooperation with people outside their department,

2. Helpfulness towards customers and patients, etc.
3. This system also helps those who have conflicts with their
manager.

 360° degree feedback is given:

1. Directly to the employees who have the option of discussing them

with their managers or heads.
2. Or in a feedback meeting which they have quarterly.

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Problems and Recommendations of Performance Appraisal:

Problem 1: There can be biased ness or jealousy due to the usual appraisal
problems like: Halo error, Central tendency, Personal Bias, Similarity error, and
Leniency/Severity error and Judgmental role of the Evaluator

Recommendation: All the employees should be rated by the actual

performance. A culture of honesty and integrity should be strived for.

Problem 2: Appraisal conflict. Appraisal from different appraisers will have

different opinions, some good and some bad. So it is then tough to separate
honest appraising from dishonest ones.

Recommendation: Level of appraisal should be maintained by a third/ neutral

party so that there can be no biased ness or dishonesty.

Problems 3: Gender discrimination.

Recommendation: Usually, in Bangladesh, performances of the female

employees are undermined. It is demodulating for the female employees and
thus their performances go down. Gender discrimination should be avoided and
awareness should be promoted

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SWOT Analysis:

• Strengths:

World class services

The Hospital is at the forefront of medical technology and expertise and provides
a complete range of the latest diagnostic, medical and surgical facilities for the
care of its patients. The hospital is having all the characteristics of a world-class
hospital with wide range of services and specialists, equipment, & technology,
ambience and service quality.

Specialized doctors
The skilled doctors, nurses, technologists and administrators at Apollo Hospital
Dhaka, aided by state-of-the-art equipment provides a congenial infrastructure
for the medical professional in providing healthcare of international standards.

• Weaknesses:

High cost
The cost of Apollo Hospitals is the highest in Bangladesh and so not all the
people in Bangladesh can afford its services.

Location
Another factor which may be a disadvantage is that it is situated in a secluded
area (inside Bashundhara residential area) so transportation of patients to the
hospital will take a long time.

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Website not developed
The web-site for Apollo Hospitals Bngladesh is not so much informative
compared to the other subsidearies of Apollo Hospitals. So sometimes it
becomes difficult for general people to know information about Apollo Hospitals.

• Opportunities:

Information & Technology system

Although Apollo hospitals uses an advanced technology and latest medical
equipments, there is a scope to improve it further by making the human
department resource more computer based

Develop an online diagnostic centre

So that it can advice a lot more patients and it is much more convenient.

• Threats:

Strong competitors
Apollo has many strong competitors like United Hospitals, Labaid Specialist
and cardiac hospital, Square hospital.

Unable to reduce cost

As there are many foreign doctors in Apollo their demand of salary is very
high so they can’t reduce costs very well.

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Conclusion

150 million times a day, someone somewhere chooses a Apollo Hospitals

product for feeding the family to keeping the home clean and fresh; their brands
are part of our everyday life. We have tried to arrange all the information we
possibly could cover about the Human resource Management of Apollo
Hospitals, Bangladesh. Most of the time, we have found that the company has
strong positive sides in every matter in this regard. However, there are some
weaknesses too, but those can be removed very easily. In either way, this
company has proved their strength in Human Resource Management. The more
accurately their works are done, the more perfectly their business will accomplish
its objective.

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References
1. Human Resource Management
By Monday, R.A. Noe, S.R. Premeaux
5th Edition

2. Human Resource management

By C.D. Fisher
5th Edition

3. Human Resource Management

By Gary Dessler
10th Edition

4. Apollo Hospital Website

www.apollodhaka.com (Accessed 15th March, 19th March, 2nd April,
and 9th April)

5. Lecture Sheet

6. Interview:

Md. Nurullah Mamun Chowdhury

General Manager
Human Resources

Md. Shohrab Hossain

Manager-Training & Development
Human Resources Department

Rana Kaisar Ahmed

Deputy Manager
Human Resources

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