HRM470: Negotiations

Section: 02
Case: Dutch Bangla Bank Limited (DBBL)
Submitted By: Group C
Nawshin Jahan
173 1258 630

Mubashira Khan
161 0976 030

Mumta Hina Saif

153 0159 630

Tasmia Faiza Fatima

161 0956 030

Date: 25 March, 2020

Background
The historical backdrop of managing an account
alludes to the advancement of banks and
saving money all through history, with keeping money
characterized by contemporary
sources as an association which gives offices to
acknowledgment of stores and
arrangement of loans. The history starts with the
main model banks of vendors of the antiquated
world, which made grain credits to ranchers and
brokers who conveyed products between urban
areas. Archaic exploration from this period in
antiquated China and India additionally demonstrates
proof of cash loaning movement.

Case
Analysis
Background
The improvement of keeping money spread from
northern Italy all through the Holy
Roman Empire, and in the fifteenth and sixteenth
century to northern Europe. This was
trailed by various imperative developments that
occurred in Amsterdam amid the Dutch
Republic in the seventeenth century and in London
in the eighteenth century. The budgetary emergency
of 2007–2008 brought on many bank
disappointments, including a portion of the world's
biggest banks, and incited much civil argument
about bank regulation.

Case
Analysis
Background
More steady monetary relations were achieved
with a change in financial conditions from a
dependence on chasing and assembling of
nourishments to horticultural work on, amid
periods starting at some point after 12,000 B.C., at
roughly 10,000 years prior in the Fertile Crescent,
in northern China around 9,500 years back, around
5,500 years prior in Mexico and roughly 4,500 in
the eastern parts of the United States. Inside
Sardinia, which wasthe area of one of the four
primary destinations for sourcing the material
stores of obsidian inside the Mediterranean,
exchange utilizing obsidian was supplanted amid
the third centuries by profession rather than
copper and comprehends.
Case
Analysis
Background
Near East unearthing, dated to a period starting
8000 B.C.E and completion 1500 B.C.E.,
as records of the tallying of rural create. An early
written work on mud tablet called the Code of
Hammurabi, alludes to the control of a saving
money action of sorts inside the human progress
(Armstrong) of a time which dates to ca. 1700
BCE, saving money was alright created to
legitimize laws overseeing managing an account
operations. Later amid the Achaemenid Empire
(after 646 BC.), additional proof is found of saving
money hones in the Mesopotamia district. In
Babylonia of 2000 B.C., individuals saving gold
were required to pay sums as much as one
sixtieth of the aggregate saved.
Case
Analysis
Background
The propensity for saving and putting away of riches
in sanctuaries proceeded in any event until 209 B.C.,
as prove by Antioch having stripped or looted the
sanctuary of Aine in Ecbatana (Media) of gold and
silver. Cuneiform records of the place of Egibi of
Babylonia depict the families money related
exercises dated as having happened at some point
after 1000 BC. The arrangement of credit is evidently
likewise something the Murashu family took an
interest in. Internet Banking gives customer the
freedom to choose his/her own banking hours. It can
save time, money and effort. It’s fast, easy, secure
and best of all. DBBL, since its inception was active in
various social activities, which increased manifold
over the period of time and its growth.
Case
Analysis
Background
Though they have so many ATM booths all over
Bangladesh if they can’t supply enough money when
customer want then ultimately customer become
confused about the service.so they should ensure that
the huge amount of liquid money so that customer
can get the money whenever they want. Even with the
history of Befty Technological Investment and
largerdonation consumers and investors confidence
has never waned. The bank donates towards social
awareness programs, medical and educational fields.
DBBL has the largest scholarship program in
Bangladesh. In 2007, the bank won the Bangladesh
Business Awards for
being the 'Best Financial Institution' mainly for its
commitment to technology and community service.
Case
Analysis
 SWOT Vs. PESTEL
• DBL knows what it wants to provide, it wants to have one counter service to client coverings. It gives many
opportunities like internet banking, choosing flexible banking hours. DBL is one of the fastest growing private
banks, which is their strength. They offer various deposit products and loans as well.
• The company also offers corporate banking services which many other banks lack. It is one of the innovative
and affordable baking system which creates a platform to make Bangladesh a better place
• But they have some threats and weaknesses as well. They have poor communication and coordination
system which act as a threat to them and opportunity to other banks. They have problems in their ATM
machines as well which decreases customer satisfaction
• The whole passage talks about their strengths, weaknesses, opportunities and threat. It gives a broad idea
about the SWOT analysis which is why doing PESTLE analysis will not help
• PESTLE is a tool used to identify and analyze the external environments of an organization but the passage
talks about the internal environment and problems which is why I chose to go for SWOT analysis rather than
PESTLE analysis

Case
Analysis
 Dates & Data
1. DBBL was built up under the Bank Companies Act 1991 and joined as an open constrained organization
under the Companies Act 1994 in Bangladesh with the essential goal to bear on a wide range of keeping
money business in Bangladesh.

2. DBBL initiated formal operation from June 3, 1996. The Bank is recorded with the Dhaka Stock Exchange
Limited and Chittagong Stock Exchange Limited.

3. The most celebrated Italian bank was the Medici bank, set up by Giovanni Medici in 1397.

4. The most seasoned bank still in presence is Banca Monte dei Paschi di Siena, headquartered in Siena,
Italy, which has been working consistently since 1472.

5. The budgetary emergency of 2007–2008 brought on many bank disappointments, including a portion of
the world's biggest banks, and incited much civil argument about bank regulation.

Case
Analysis
 Dates & Data
6. Anatolian obsidian as a crude material for Stone Age devices was being dispersed from as right on time as
around 12,500 B.C., the event of a sorted out exchange was present amid the ninth thousand years
(Cauvin;Chataigner 1989).

7. 1700 BCE, saving money was alright created to legitimize laws overseeing managing an account
operations.

8. Before the rule of Sargon I of Akkad (2335–2280 B.C.) the event of exchange was constrained to the inner
limits of every city-condition of Babylon and the sanctuary situated at the focal point of monetary action
therein; exchange at the ideal opportunity for nationals outer to the city was forbidden.

9. In Babylonia of 2000 B.C., individuals saving gold were required to pay sums as much as one sixtieth of
the aggregate saved.

10. The propensity for saving and putting away of riches in sanctuaries proceeded in any event until 209 B.C.,
as prove by Antioch having stripped or looted the sanctuary of Aine in Ecbatana (Media) of gold and silver.
Case
Analysis
 Dates & Data
11. Dutch Bangla Bank Limited (DBBL) is a public limited company by shares, incorporated in Bangladesh in the
year 1995 under companies Act 1994.

12. With 30% equity holding, the Netherlands Development Finance company (FMO) of the Netherlands is the
international co-sponsor of the Bank.

13. Out of the rest 70%, 60% equity has been provided by prominent local entrepreneurs and industrialists &
the rest 10% shares is the public issue.

14. During the initial operating year (1996-1997) the bank received skill augmentation technical assistance from
ABN Amro Bank of the Netherlands. DBBL’s focus is to provide one counter service to clients covering:
Commercial Banking (Deposit Accounts), Consumer Banking (Retail Baking) – Traveler Cheques- Foreign &
Inland Remittances, Financial Services, Corporate Banking, Asset & liability management, Liquidity & capital
Resources Management, Information technology, Human Resources.

15. 15. Dutch-Bangla Bank Ltd. came into existence with joint venture as a public limited company
incorporated in Bangladesh on June 26, 1995 with the primary objectives to carry on all kinds of banking
business in and outside of Bangladesh.
Case
Analysis
 Dates & Data
16. DBBL has started its business with foreign bank. DBBL commenced its business as scheduled bank with effect
from July 04, 1995 with one branch-Motijheel Branch, Dhaka, with a motto to grow as a leader in the banking arena
of Bangladeshthrough better counseling and effect service to clients and thus to revitalize the economy of the
country.

17. As of December 31, 2015, the company operated approximately 155 branches, 3,588 ATMs, and 524 fast
tracks, as well as student electronic booths and POS terminals.

18. DBBL is the market leader of ATM card service. They have 1,940 ATM booths and 153 first tracks throughout
the country.

19. The bank’s branches network is only the number 96 over the country and most ofthe branches are located in
the Dhaka city, in the Chittagong commercial area and in the others largecommercial area of Bangladesh.

20. In 2007, the bank won the Bangladesh Business Awards for being the 'Best Financial Institution' mainly for its
commitment to technology and community service.

Case
Analysis
 Problem Identification
1 Insufficient electricity facilities in Bangladesh creates struggles for DBBL to provide online services seamlessly.
2 Inefficient customer service and helpline services in DBBL which creates customer dissatisfaction.

3  Some DBBL branches have employees that are unable to handle work pressure in an effective manner.
4 The employees can’t control emotions and often end up misbehaving with the customers.

5 The employees’ unstated issues are creating problems that are non-existing at most levels.

6 DBBL Employees are not taking the job rotation in a negative way and are reluctant to learn.

7 Lack of branches causing inaccessibility to people who live in the rural area or at the zonal level.

8 Inefficient technicians’ team, leading to reports by customers that ATM service machines are don’t work
properly.
9 DBBL IT department failed to innovate unique, convenient and flexible online services to the customers.

10  DBBL customers’ lack of knowledge about online banking services lead to issues.
 What are the investment
initiatives that DBBL can take,
including but not limited to

Main Issue
training employees and
innovating unique online
services to provide the ultimate
service experience, leading to a
higher customer satisfaction and
higher ROI of the company?

Case
Analysis
 Weaknesses
• The Branches are dependable on
its Head office for decisions.
• The bank’s online and ATM
services are still limited now
• The bank has a more redundant
lower level work force compared
Strengths to other banks of the same
• DBBL has already established
image and favorable reputation in generation, which increases its
the banking territory of the
country.
SWOT operational cost.

• DBBL is the first Bangladeshi-

European joint venture
Bangladeshi Bank.
Analysis
• The bank possesses goodwill of
quality services to its all kinds of
customers.
• The bank has already achieved a
high growth rate of deposit,
Case
investment and profit. Analysis
 Weaknesses
• The branches are available in large
and metropolitan cities.
• The terms and conditions in using the
internet and other banking facilities
are hard and tough.
Strengths • The product diversification of the bank
• The bank has a unique corporate is very narrow for large industrial
culture, which acts as a great sectors.
motivational factor among the
employees.
SWOT
• The bank has experienced an
efficient Management & Board of
Directors.
Analysis
• The bank possesses goodwill of
quality services to its all kinds of
customers.
• Some financial indicators are still
at a satisfactory level even in the
Case
political unrest. Analysis

Opportunities
• People are going to be savings
oriented in the small scheme,
which can be provided by DBBL by
its different schemes.
SWOT
Threats
• Regulatory restrictions may be a
cause of threats.
• The selection of default customers
may be a hindrance of its rapid
growth.
• The local banks may provide this
Cash Management service for free
of cost.

• DBBL may help small and medium

enterprises by lending.
• Expanding business in rural areas
Analysis
by opening new branches there.
• The bank can introduce special
corporate schemes for corporate
customers
Case
Analysis

Opportunities
• People are going to be savings
oriented in the small scheme,
which can be provided by DBBL by
its different schemes.
SWOT
Threats
• Some free services may
decrease the overall net profit.
• Fear of losing market share of
the existing PCM market.
• Poor industrial growth will
affect the potentiality of DBBL.

• DBBL may help small and medium

enterprises by lending.
• Expanding business in rural areas
Analysis
by opening new branches there.
• The bank can introduce special
corporate schemes for corporate
customers
Case
Analysis

Management Agenda
Statement One:
Ensure proper training of the
customer service department of
Dutch Bangla Bank Limited
(DBBL) since delightful
customer service in banking is
one of the most prominent
ways to keep customers
continue business with the
same organization.
• Organizational commitment to customer
service can pay off in spades to the
business as a whole.
• Banks have a wide variety of competitors
Justification for business in today’s world. Many stores
offer financial services such as cashing
checks and selling money orders. Because
of this large number of competitions, it has
become extremely important for DBBL to
differentiate itself from its competitors
with great customer service. 
• The management expects to gain a detailed
understanding of customer needs,
expectations and values with well-trained
customer service executives.
Explanation • DBBL expects to develop a unified
organizational mindset, processes and
systems to deliver service excellence.
• We expect to invest the time, energy, and
resources required to achieve excellence in
customer service to thrive and grow.

Management Agenda
Statement Two:
Invest in the Online/Mobile
Banking scopes and come up
with unique value-added
services for customers as
banking is becoming more and
more technology savvy largely
due to mobile technologies
available to the general public,
while with a high focus on the
differentiable customer
experience it provides .
• In order to survive in the vile of this fierce
competition, it has become mandatory for
the traditional banks to move toward
online/mobile banking services.
Justification • It has been proven by many researches, for
example: Fiserv proved that mobile
banking impacts customer engagement
and returns on investment in several
positive ways
• DBBL hopes to become the first banking
institution that comes into customers’
minds when they are thinking about
accessibility, convenience, good security
and control.
Explanation • DBBL hopes to increase mobile banking
adoption rates through its differentiable
online services. As a result, the
management expects to generate millions
in additional revenue and reduce attrition
by up to 15 percent.

Management Agenda
Statement Three:
Open new branches in other
areas which are not large in
commercial sectors because it
will involve the rural people to
understand about online
banking and organization so
that it becomes accessible by a
large number of customers.
• DBBL branches network is only the
number 96 over the country and most of
the branches are located in the Dhaka city,
in the Chittagong commercial area and in
Justification the other large commercial area of
Bangladesh.That is most of the people of
the country cannot get the banks services
because they live in the rural area or at the
zonal level.
• With a dream of “ A Better Bangladesh”
DBBL will play a vital role in the banking
sector. By increasing their branches in rural
areas they can get new customers from
rural areas who are not having much
Explanation knowledge about online banking, ATM
services e.t.c. The customers will get
knowledge about digital banking which will
make their life much easier in the financial
sector and by the help from the
government in the supplies of electricity
 Recommendation & Implementation

WHAT is the problem? The initial problem is that the customer service department of Dutch
Bangla Bank Limited (DBBL) is not properly trained to handle customers, leading to dissatisfied
customers.
WHAT is the solution? Train the customer service department of Dutch Bangla Bank Limited
(DBBL) in order to regain customer satisfaction and retain them.
WHY it needs to be solved? Customers of an organization are the heart of the business and can
lead to high ROI, thus, customer satisfaction must be ensured.
HOW it needs to be solved? It needs to be solved by outsourcing training programs on a need
basis and only pay for the type of training required
WHO is going to solve? The Human Resource Department of Dutch Bangla Bank Limited (DBBL) is
responsible for outsourcing the training programs.
WHEN is it going to be solved? It needs to be taken into consideration as soon as possible and the
training program must be conducted at least semi-annually every year to ensure positive results.
Case
Analysis
 Recommendation & Implementation

WHAT is the problem? The technician’s team is not working properly to ensure seamless
services to customers, leading to a large number of reports of machines being broken.
WHAT is the solution? The technician team needs to be reviewed and laid off if there are
ineffective members. 
WHY it needs to be solved? It needs to be solved because the support of the technician team is
very important to ensure all the efforts of management are actually being implemented in the
practical life.
HOW it needs to be solved? If any ineffective technicians are found, a proper recruitment
process must be carried out and a strict monitoring and performance assessment program
must be carried out for the job incumbents.
WHO is going to solve? The involvement of the Human Resource Department of Dutch Bangla
Bank Limited (DBBL) is very much required to ensure proper implementation of the strategy
WHEN is it going to be solved? The matter must be solved within a six month period in order to
Case
stop the loss of customers that has been faced by lack of effort by ineffective technicians. Analysis
 Recommendation & Implementation

WHAT is the problem? There is no proper performance appraisal system for the employees of Dutch
Bangla Bank Limited (DBBL), leading them to often misbehave and be ineffective in the workplace.
WHAT is the solution? There has to be a proper performance appraisal system with zero tolerance
for any sort of discrepancy in work that will be reported.
WHY it needs to be solved? There are a lot of customers that are moving away from Dutch Bangla
Bank Limited (DBBL) because of misbehaving and not so helpful employees.
HOW it needs to be solved? It has to be solved with the development of a strict performance
appraisal strategy. The strategy must include ways of encouraging good work and discouraging any
sort of inefficiency. If required, the appraisal can consist of salary exclusion for a varied range of
reasons.
WHO is going to solve? The top management has to support such strategy by the HR department of
Dutch Bangla Bank Limited (DBBL) to ensure all the employees are working effectively.
WHEN is it going to be solved? The HR department has to finalize the new performance appraisal
proposal within 2 months to present to the top management for approval. Case
Analysis
 Recommendation & Implementation

WHAT is the problem? There are no branches of Dutch Bangla Bank Limited (DBBL) outside of
Dhaka and commercial regions of Chittagong, keeping many scopes of growth aside by the bank.
WHAT is the solution? The solution is to research the rural zones of Bangladesh and analyze the
opportunities that can be used within the financial industry.
WHY it needs to be solved? It needs to be solved to improve the company’s ROI and finally move
on to achieving success in zonal areas of Bangladesh.
HOW it needs to be solved? It needs to be solved by outsourcing a research firm or hiring
researchers on contract basis to analyze the market possibilities for such expansion.
WHO is going to solve? The research team is responsible to prepare the finalized report with the
possible outcomes of the expansion into rural areas of Bangladesh.
WHEN is it going to be solved? The research can take as long as six to eight months and including
the top management’s finaliized decision-this project can take up to one or maximum two years to
complete.
Case
Analysis