1.

INTRODUCTION

Management is the process of efficiently getting activities completed with and

through other people. The management process includes the planning, organizing,
leading, and controlling activities that take place to accomplish objectives.

Managers are those who work with and through other people, allocating scarce
resources, achieve goals. If any one of these criteria is missing, there is less of a
need for management.

Human Resource Management is that part of management function which is

primarily concerned with human relationship in an organization. Its objectives is
the maintenance of those relationship which enable all these engaged in the
undertaking to make their maximum contribution to the effective working of the
undertaking.
 2. MODEL OF HUMAN RESOURCE MANAGEMENT
It was previously stated that P/HR management is aimed at influencing the
effectiveness of employees in the organization. The managerial activities, external
influences, and important outcomes associated with this are contained in the model
shows in Figure
Human Resource Management Model

Economic Forces Labor Laws and Labor Unions

Markets Regulations
EXTERNAL INFLUENCES

HUMAN RESOURCE HUMAN RESOURCE

ACTIVITIES Outcomes
Support activities
Analyzing Individuals
and Jobs INDIVIDUALS
Ability Attraction
Assessing Outcomes
Human Outcomes Motivation
Human Resource Performance
Planning
Functional Activities
External Staffing Retention
Internal Staffing and
Development Attendance
JOBS
Compensation
Requirements
Labor Relations
Rewards
Work Environment Satisfaction

Other

Major activities are listed in the left-hand portion of the model. From a strategy
viewpoint, the activities seek to match the ability and motivation of employees
with the requirements and rewards of the job. The extent that this match is
achieved, employee effectiveness will be favorably influenced in terms of a
number of outcomes. Examples of these outcomes include employee job
performance and attendance, as well as others. Major external influences on human
resource management within the organization are identified at the top of the mode.
These include economic conditions, laws and regulations, labor unions, and labor
markets.
 3. OBJECTIVES OF THE STUDY
The main objective of the is to blend our academic knowledge with that of
practical ones and to earn a feeling of how organizations are managed in real life
situation the main objectives of the study are given below:
(i) To acquire practical experiences of the organization.
(ii) To know the Human Resource Strategy and how to ensure the quality
people of the organization in Chittagong WASA.
(iii) From this type of study the attitude of higher officials of the organization
can be realized.
(iv) To assess the rationality of personnel management system of this
organization.
(v) To evaluate the skill of personnel Management of the organization and
their controlling system.
(vi) To find out the problems related with Human Resource Management of
the CWASA..

4. METHODOLOGY OF THE STUDY

Visit and observation is the first of the Term Paper. But in the respective areas of
the study different methods can be used there found necessary. I had to follow
several methods in preparing this report. The activities of any company is difficult
and complicated task to preparing a report. No single method is appropriate for
preparing the report. A number of procedures I have followed to prepare of the
Term Paper.
Data Collection:
Without data any report can not be fulfill. Fr this I showed respective data is this
report. The data was collected form primary and secondary sources. Primary data
collected by face to face in interview of the company officials and by the
observation of methods and procedures followed by the management to achieve the
functional goal. Secondary sources were many official documents, report,
statement, journal, periodicals which were supplied to by the officials of various
department of CWASA.
Joint Discuss & Analysis:
To fulfill the theoretical side of the report we had to discuss many times to
proceed. One’s information helps other and by doing this me make it easy.

5. LIMITATION OF THE STUDY:

There is noting in the world without limitation. In the way of data collection and
preparing the report, I also faced a number of impediments. The following
limitation faced to conduct the study and to prepare the report.

Limitation of Data:
To maintain the company’s the concealment, some personnel did not disclose some
sort of information to us.
There was lake of proper explanation of records and documents.
Could not get recent information to make a meaningful report.

Time Limitation:
(i) The duration time was not enough.
(ii) Since the company’s personnel are very busy in their own works, they
could not assist us properly in spite of their hearty willingness.

Financial Limitation:
(i) There was no financial motivating during the preparing the report.
(ii) Cost limitation are significant in the study.
 6. FINDING AND THEIR ANALYSIS
6.1 Overview of the Chittagong Water Supply and Sewerage Authority:
Chittagong Water Supply and Sewerage Authority (CWASA) was established as
an autonomous entity by the East Pakistan Water Supply and Sewerage Authority
Ordinance (“Ordinance”) in 1963 with the purpose to succeed water supply
operations which had been operated by the Chittagong City Corporation. It is
100% owner by the state. The name of the ordinance was changed to the Water
Supply and Sewerage Authority Ordinance in 1984 (approved in 1985) after the
independence of Bangladesh. The ordinance was repealed by the Water Supply and
Sewerage Authority Act enacted in 1996 (1996 Act’). DWASA’s organization has
been changed under the Act, whereas CWASA is being operated by the
organization under the Ordinance.
Currently the number of staff: 768, daily water production: 166 MLD, water
connections: 34,220, and annual water revenue: Tk. 281.2 million (as of June
2002). CWASA has no branches, it has 3 wings namely: Engineering Wing,
Administration Wing and Finance Wing.
CWASA’s number of staff is a fifth of DWASA, water production is a seventh,
water connections is a fifth and revenue is a seventh of DWASA. CWASA is a
losing concern, the cost of production of water is higher then its selling price.
According to the latest final audit of 30th June 2001-2002, the total amount of loan
and equity of CWASA is 186,75,66,14/- (One thousand eight hindered sixty five
million taka) of which the amount of equity is 76,77,39,680/- and loan is
109,98,26,461/- without the interest of long-term loan.
6.2 Assets and Human Resource of Chittagong WASA:
Assets and resources are generally two-category assessment in the CWASA one is
the infrastructure and other is personnel resource. Infrastructure of CWASA are
Buildings, machineries, Vehicles and land and other assets. In the below they are
as follows:
Buildings: Chittagong water supply & sewerage authority has 4 buildings, one is
head office WASA Bhaban Dampara Chittagong. Other 3 buildings are divisional
office, total cost of the buildings amount Tk. 6,85,32,048.
From established to now CWASA the total cost of the amount Tk. 72,51,97,730
machinery and equipment are purchase from foreign country by the help of
financing govt. and foreign aid.
CWASA has 30 approvedable vehicles running, most of the vehicles are damage
for the machineries problem. Total cost of vehicles amount (Tk.) 3,95,43,019.
Major uses Vehicles are water transfer is city corporation area:
Personnel:
Total 3 department like as Engineering, Administration and finance needed personnel 525, 200
& 201 respectively. But existing now 303, 171 & 160 respectively.
1. Sanctioned Post 30/06/2004
Officer (Class 1) No. 64
Officer (Class 2) No. 60
Staff (Class 3 & 4) No. 72
Total 826
2. Working
Officer (Class 1) No. 41
Officer (Class 2) No. 21
Staff (Class 3 & 4) No. 573
Total 635
3. Excess/ (Shortage)
Officer (Class 1) No. -23
Officer (Class 2) No. -9
Staff (Class 3 & 4) No. -159
Total -191

6.3 Organizational Structure of Chittagong WASA:

Managers can be differentiated according to their level in the organization.
Although large organizations typically have a number of levels of management, the
most common view considers three basic levels: Top, middle, and first line
managers. Regardless of level, managers are also usually associated with a specific
area within the organization, such as marketing, finance, operation, human
resources, administration, or some other area.
There are three wings in CWASA
1. Engineering wing
2. Administration wing
3. Finance wing

The management structure of the CWASA

Top Level

Middle Level

First Level

Engineering Administration Finance

The posts at different levels of CWASA-

In the CWASA one chairman, 3 members, chief Engineer, and commercial
manager as top-level manager. But according to financing wing superintending
engineers, secretary, and chief accountant are also top level manager. Where the
engineering wing mentioned superintending engineers, secretary, chief accountant,
executive chief revenue officer and unit heads as the middle level manager and
others as the first level officer organizational structure.
Management structure of CWASA has given bellow:
Top-level management structure

LGD
(Supervising agency)
 Chairman

Member Engineering Member Engineering Member Finance

Chief Engineer Commercial Manager

Secretary
Suptd. Engineers Chief Accountant

Divisional organ gram has given below.

Engineering Division
Member Engineering

Chief Engineer

Treatment and Maintenance Operation Planning and

Production Circle and Construction Circle
Distribution (MOD) Circle

Mohora Construction Division-I

Division
MOD-I
Construction Division-II
Kahurghat
Iron Removal MOD-II Store Division
Plant and
Booster Station
Design Division

Figure: CWASA Engineering Division

In the sub-vision, superintending engineers are responsible for the total management. The executive
engineers are the unit heads. Assistant engineers and sub-assistant engineers can be mentioned as the first
the line managers in the engineering division. The chain of commend is as follows:

Finance Division:
Member Finance

Commercial Manager
 Computer Section

Chief Accountant

Chief Revenue
Deputy CA Officer
(Finance)
Billing Group1I
Sales Division Accounts Officer Revenue Officer
(Bank)
Billing Group 2
Deputy CA
(Management) Disconnection
Squad

Accounts Officer
Meter Repairing (Fixed Assets) Meter Replacement
Workshop Unit

Budget Officer

Revenue Officer
Account Sec.

Figure CWASA Finance Division

6.4 Personnel responsibility in different level.

Top –level managers:
Top managers make up the relatively small group of executives who manage the
overall organization. An organization’s top managers establish its goals, overall
strategy, and operating policies. They also represent the organization in the
external environment. The job of a top manager is likely to be complex and varied.
They are mostly engaged in critical decision making. Regardless the divisions all
the managers do the same.
The top-level managers in CWASA mentioned the following responsibilities
specifically-planning, goal setting; policy making and reviewing; resource
allocation; efficiency improvement; overall strategy setting; represent the
organization in the external environment; supervising the subordinates work; act as
a change agent. Administration division mentioned that they have a little scope to
act as a change agent and they have ma big role in conflict settlement.

Middle level managers:

Middle managers are primarily responsible for implementing the policies and plan
development by top managers and for supervising and coordinating the activities of
lower level managers.
In CWASA, it’s three divisions have mentioned the meddle level manager
responsibilities differently. All the three mentioned middle managers responsibility
includes executing the policies taken in the top management; coordinating the
activities of L.L.M.; represent the organization in the external environment. The
engineering development included budget generation for respective department
and also mentioned that they don’t play any role in conflict settlement and
providing training to the subordinates, although it is most common that, the mid
level managers play key role in this regard. Other two divisions mentioned that the
mid managers also responsible for making department purchase requisitions and
provide training to the subordinates. In addition to these the finance department
mentioned that the mid managers are responsible for manpower planning for
respective department.

Lower level managers/ first line managers:

First line managers supervise and coordinate the activities of operating employees.
The following responsibilities are most common for the first line officers:
Executing the day-to-day operations as per instruction.
Supervising the work of subordinates.
Executing the routine work.
Represent the organization in the external environment.
Provide training to the subordinates.
The Engineering division specified all the above-mentioned responsibilities expect
Represent the organization in the external environment and provide training to the
subordinates as the responsibility of first line managers. Administration Division
excluded representing the organization in the external environment as the
responsibility of first line managers.

6.5 The procedure that follows to ensure quality people on the right job.
Recruitment:
Recruiting is the discovering of potential candidates for actual or anticipated
organizational vacancies. Or, from another perspective, it is a linking activity –
bringing together those with jobs to fill and those seeking jobs.
The ideal recruitment effort will attract a large number of qualified applicants who
will take the job if it is offered. It should also provide information so that
unqualified applicants can self-select themselves out of job candidacy; that is, a
god recruiting program should attract the qualified and not attract the unqualified.
This dual objective will minimize the cost of processing unqualified candidates.
According to the HRM planning to search the employee for recruitment. CWASA
search for required candidates by advertisements in the daily Newspapers they
collect applications form applicants by post/ courier service. CWASA generally
recruited quality people in internal and external sources.
So procedure of the recruitment in Chittagong WASA are given below:
 According to HR planning to advertisements in the daily news papers for
search the quality peoples.
 To collect applications by post or courier service.
  As a autonomous body they recruited employee their role and regulations.
Total 3 department like as engineering, Administration and finance recruited 303,
171, 160 respectively but needed 525, 200 and 201 respectively.
Selection:
Once the recruiting process has attracted a pool of applicants., the next step is to
select whom to hire. The intent of the selection process is to gather from applicants
information that will predict their jobs success and then to hire the candidates
likely to be most successful.
CWASA make short list before the selection test, they will make short list for
selections test on the basis of job conditions. They generally selection test usually
follow for employee section in the following ways:
(i) Written (subjective type) test
(ii) Written (objective type) test
(iii) Oral test
(iv) Medical test.
According t the job specification they select the employee in the right people in the
right job and right place.
CWASA selection procedure has shown below:
 According to short list they managed the employment interview.
 Approval by the interviewer in the right people in right job.
 According to the job recruitments they will selecting employees to different
types of jobs.
 According t the job recruitments they will selecting employees to di8fferent
types of jobs.

Orientation
It is not unusual to confuse a new employee’s initial orientation on the job with the
socialization process. In actuality, orientation is only a small part of the overall
socialization of a new organizational member.
Orientation coverall the activities involved in introducing a new employee to the
organization and to his or her work unit. It expands upon the information received
during the recruitment and selection stages and helps t reduce the initial anxiety we
all feel when we first begin a new job. For example, an orientation program should
familiarize the new member with the organization’s objectives, history,
philosophy, procedures, and rules; communicate relevant personnel policies such
as hours of work, pay procedures, overtime requirements, and fringe benefits;
review the specific duties and responsibilities of the new member’s job; provide a
tour of the organization’s physical facilities; and introduce the employee to his or
her superior and coworkers.
CWASA also orientation covers the activities involved in introducing a new
employee to the organization and to his or her work unit.

Training and Development:

Teaching operational or technical employees how to do the job for which they
were hired. Teaching managers and professionals the skills needed for both present
and future jobs.
Training in industry is the formal procedures which a organization uses to facilitate
employees learning so that this resultant behavior, contributes to the attainment of
the organizational goals and objectives. CWASA strongly felt that the institutions
should develop training program tailored for the organization as well as for various
wings individually and must be practical rather than theoretical in nature.
System of training in CWASA maintain in the various ways in the below they are
as follows:
 On the job training
 Vestibule training
 Sensitivity training.
Motivations:
To ensure quality people motivation important in any organization inspire,
encourage and impel people to take required action. To attracting human resource
motivations in the important role maintain. Under motivation job design,
performance evaluation, rewards, job valuation, compensation and benefits are sub
components.
High performance depends on the both ability and motivation. In CWASA many
employees with extraordinary talents do not perform satisfactorily because they
will not exert the necessary effort. Therefore, they desire to have capable employee
who are also highly motivated. If they have effectively motivated the individual
who has up-to-date skills and knowledge, they can expect to have a competent
employee who desires to exert a high level of effort.
Satisfactory performance implies combination of thing’s. it means doing a job
effective and efficiently, with a minimum degree of employee created disruptions.
Purposes of performance appraisal in any organization is Aids of supervision,
guide to job, changes, validate personnel programmes, high tended morale, etc.
CWASA performance appraisal mange the supervision by the three wing of
management. According to the performance appraisals they assigned their job in
the systematic ways. In the top to bottom level of the organization they assignment
the performance appraisal in the time to time. As a autonomous body their
performance appraisal system is not constructive than other private organization of
our country.
Job satisfaction may be viewed as the amount of overall positive effect (or
fallings) that intervals have toward their jobs.
It is difficult to overall measure the job satisfaction in CWASA. Most of the cases
employee are dissatisfaction for their internal management problem.
CWASA employee job satisfaction vary form employee to employee or
environment of lacking job condition or other technical problem.
Wage or compensation is nothing but the method of remunerating the workers of
the enterprise or organization judiciously and adequately in achieving the
objectives of the organization.
In CWASA is the government autonomous body. It has three department employed
635 peoples, they have 4 class of employees. Employee are motivated by the
incensement in the basic pay. According the salary structure for employees are
getting salary.
Salary vary employee to employee, the basic pay may be selected seniority,
experience and position, they provides to employees extra allowances, like as
medical allowance, house rent, DA/TA. CWASA give the bonus in the yearly
system payment.
In the CWASA employee’s are not so much extra benefit like as non-financial
benefit.
Promotion is the activity when the employees duty and responsibility are change
in one post to another post. In CWASA employees are promoted their
performance, educational qualification, skill and other experience, they will
promotion system in the Horizontal and vertical promotion. On the basis of
seniority and on the basis of merit and both combination promotion are managed in
the quality people. Some time for CWASA promotional activity managed by the
illegal way. But which are minor’s in situation.

7. PROBLEMS OF HRM IN CWASA:

CWASA suffers manifold problems in human resources strategy to ensure quality
peoples: problems are stated below in a nut-shell:-
i) Lack of adequate management systems.
 ii) Shortage of employee in different section.
iii) Lack of controlling in different level.
iv) Absence of separate personnel department.
v) Failure to formulate the employee selection and promotion policies.
vi) Lack of employee training.
vii) Presence of nepotism and favoritism.
viii) Lack of specialization
ix) Conflicting relation ships with each other
x) Bureaucratic attitude of personnel manages.
xi) Lack of proper environment.
xii) Inadequate facilities of govt. for right people in right job.
xiii) Unfavorable attitude of trade unions and collective bargaining agent.

8. REMEDIAL MEASURES SUGGESTED:

To improve the situation prevailing in CWASA the following are the remedial
measures that are strongly suggested:
i) To apply the modern techniques of personnel Management in CWASA.
ii) To avoid bureaucratic attitude of top level management.
iii) CWASA need industrial democracy for the participation of the worker.
iv) To ensure the favorable attitude of trade unions and collective bargaining
agent.
v) Overcoming the discrimination of salary and wages in the lower level
employee.
vi) Need proper employee training facility for the skill employee.
vii) To remove of nepotism and favoritism in the employee selection.
viii) To manage separate personnel department.
ix) Need adequate facilities of govt. for personnel.
 x) To formulate the employee selection and promotion policies.

9. CONCLUSION
Human resource management is concerned with the “people” dimension in
management. Since every organization is ensure of quality people acquiring their
services, developing their skills, motivating them to high level of performance,
and ensuring that they continue to maintain their commitment to the organization
are essential to achieving organization objectives. Managing people for quality in
any organizations becomes output of human resource areas. Within the confines of
the four functions acquisition, development, motivation, and maintenance many
changes have occurred over the years. What once was merely an activity to find a
warm body to fill a vacancy has become a sophististicated process of finding,
developing, and retaining the best qualified person for the job.

10. REFERENCES:
 David A. De Cenzo & Stephen P. Robins, Personnel/HRM, 3rd Edition.
 Heneman/Schwab/Fossum/Dyer, Personnel/HRM (4th edition).
 Ricky W. Griffin, Management (5th Edition).
 Heinz weihrich and Harold Koontz, Management – A Global Perspective,
(10th edition).
 Chittagong WASA management information report in 2004.
 Chittagong WASA Journal in 2003.
 TERM PAPER REPORT
ON
MANAGING PEOPLE FOR QUALITY
IN
(CHITTAGONG WATER SUPPLY & SEWERAGE
AUTHORITY)

SUBMITTED TO: SUBMITTED BY:

Mohammed Abdullah Mamun Mohammad Shah Alam
4th Year BBA (Hon’s.)
Associate Professor Class Roll: 4098
Exam Roll: 98/24
Department of Management
Session: 1997-’98
University of Chittagong. Department of Management
University of Chittagong.

Date of Submission: 11th December, 2004.

 LETTER OF SUBMISSION
To
Mr. Mohammed Abdullah Mamun
Associate Professor
Department of Management
University of Chittagong.

Sub: Submission of Term Paper Report.

Dear Sir,
As a part of our B.B.A (Hon’s), one should have to submit term paper on the
specific subject matter. My topic is “ Managing People for Quality in Chittagong
WASA”. As a part of term paper, I was assigned by you, to continue my term
paper, Chittagong Water Supply & Sewerage Authority.

On the basis of my experience in Chittagong Water Supply & Sewerage Authority.

I am going to submit a term paper report on “ Managing People for Quality in
Chittagong WASA”.

I pray and hope that you would be kind enough to accept my term paper report.

Your most obedient pupil

(Mohammad Shah Alam)

B.B.A (Hon’s), 4th Year
Class Roll – 4098
Session: 1997-1998
Exam. Roll – 98/24
Department of Management
University of Chittagong.
 Contents
Title Page No.

Preface i
Abstract ii
Acknowledgement iii
1. INTRODUCTION 1
2. MODEL OF HUMAN RESOURCE MANAGEMENT 2
3. OBJECTIVES OF THE STUDY 3
4. METHODOLOGY OF THE STUDY 3
5. LIMITATION OF THE STUDY: 4
6. FINDING AND THEIR ANALYSIS 5
6.1 Overview of the Chittagong Water Supply and Sewerage Authority: 5
6.2 Assets and Human Resource of Chittagong WASA: 5
6.3 Organizational Structure of Chittagong WASA: 7
6.4 Personnel responsibility in different level. 9
6.5 The procedure that follows to ensure quality people on the right job. 11
7. PROBLEMS OF HRM IN CWASA: 16
8. REMEDIAL MEASURES SUGGESTED: 16
9. CONCLUSION 17
10. REFERENCES: 18
 Preface
As the importance of theoretical knowledge is enormous in any discipline, the need
for practical knowledge is also indispensable. That is why, term paper on any
practical aspect is conducted for the B.B.A. students of the Faculty of Commerce.
The University of Chittagong. To this end, students are assigned with practical
topics to prepare term papers conducted on different organization. In this respect, I
have been assigned to prepare a term paper on “ Managing People for Quality in
Chittagong WASA”.

My heartiest gratitude is due to Mr. Mohammed Abdullah Mamun for his

supervision, guidance and thoughtful comments throughout the course of this
study. I am thankful to all who have assisted me in various ways. First of all, I
would like to thank my supervisor who guided and encouraged me in all phases of
preparing this paper. It would be courteous if I don’t mention the name of Mr. Abu
Taleb, Member Finance (Absence of the member administration) CWASA. My
heart full gratitude to him for giving me his precious time and the trouble he took.
Lastly I acknowledge my indebtedness to all who helped me in collecting the
necessary data and information.

i
 Abstract
In each organization managers are the core performers to make important decisions
relating to resources deployed in achieving objectives, the study will focus on the
different level managers responsibilities, the roles that they play, the quality that
are important to perform the responsibilities. And do the quality peoples have that
much quality. And of course, how to ensure the quality people of different level
managers and what role the faculty of commerce or business schools may play in
ensure quality people.

ii
 Acknowledgement

The Management Department of Chittagong University organizes ‘Term Paper’ to

make the theoretical education more practical and realistic. This kind of ‘Term
Paper’ (“Managing People for Quality in Chittagong WASA”). Helps us a great
importance on case of obtaining practical experience. I am grateful to my
departmental teachers to give me such opportunity of practical education.

I am thankful to my honorable teacher Mr. Mohammed Abdullah Mamun, who

helped us to visit the selected industries, as well as formulating the ‘Term Paper’.

iii