CONSULTANCY REPORT

BU7200 Advanced Supervisory Management

BAHRAIN POLYTECHNIC

Sarah Jawad 201400800

Maryam Alkhunaizi 201400869
Khalid Alkhedri 201401115
Zahra Khalaf 201500769
TABLE OF CONTENTS

INTRODUCTION 2

TOPIC ONE: BAHRAIN LABOR LAW 3

WOMEN 3
IMPLICATIONS: 4
JUVENILES 5
IMPLICATIONS: 5
DISABILITY: 6
IMPLICATIONS: 6
EMPLOYMENT OF MUSLIMS: 7
IMPLICATIONS 7
WORKING CONDITIONS: 8

TOPIC TWO: TEAM WORK 8

TEAMWORK: 8
BENEFITS OF TEAMWORK: 9
IMPLICATIONS OF TEAMWORK: 9
INTERNATIONAL BUSINESS COMPARISONS WITH CITI GROUP: 11

TOPIC THREE: PERFORMANCE APPRAISAL, DISCIPLINE, AND TRAINING 12

PERFORMANCE APPRAISAL 12
PERFORMANCE APPRAISAL: 12
MANAGEMENT BY OBJECTIVES: 12
360 DEGREE RATING METHOD: 15
DISCIPLINE: 17
EMPLOYEE NEGLIGENCE: 17
POOR WORK QUALITY: 18
CONFIDENTIALITY: 18
TRAINING 19
FIRSTLY: BASIC LEVEL TRAINING. 19
SECONDLY: ADVANCED AND SPECIFIED TRAINING. 20
EVALUATING TRAINING: THE KIRKPATRICK MODEL 21

CONCLUSION 22

BIBLIOGRAPHY 23

APPENDICES 27

1
INTRODUCTION

Citigroup is one of the leading global banks. They are passionate about providing their customers
with the best creative and responsible financial solutions. (Citigroup.com, n.d)

We have been hired as consultants on behalf of PWC for Citigroup per request as they are Commented [TO1]: Price Waterhouse Cooper (PWC)

venturing towards a new region of a different cultural background. This report will include Commented [TO2]: Opening a call center in Bahrain and it is a
requirement that one third of their staff be local hires. Be specific.
recommendations for Citigroup’s move towards the Middle East, including diversity in regards
with the Bahrain Labor Law, Teamwork, Performance Appraisal, Discipline and Training.

2
TOPIC ONE: BAHRAIN LABOR LAW

Citigroup has a very strong view on discrimination (Appendix 1) and has a diverse workforce; a
diverse workforce stands for a workforce that consists of individuals with a broad range of
characteristics and experiences. (Appendix 2) . Likewise, in Bahrain, there are many rules that
protect the rights of all people and defend them against any possible discrimination attempts.
The Bahrain Labour Law (No. 36 of 2012) is extremely mandatory to be followed by all businesses Commented [TO3]: Private sector. Well introduced including
Citi groups views on diversity
operating in the kingdom of Bahrain. It holds the latest rules, responsibilities and obligations
concerning recruitment, employee terms and termination. It has been issued on July 26th, 2012
replacing the old labour law (No. 23 of 1976). Furthermore, the new labour law is aligned with
international standards as it affiliated with many Arab and international labour treaties.

WOMEN

Like Citigroup, The Bahraini law is concerned about women workers as mentioned in the
following articles (29, 30, 31, 32, 33, 34, 35, and 36) 1234567. In contrast to NYC labour law, no Commented [TO4]: What is this? Also- no maternity leave
offered? seriously?
maternity-leave is offered. However, each employee from both genders is allowed up to twelve

1
Article 29: States that women shall be treated with no differentiation.

2Article 30 and 31:States a specific condition from the Minister, women are prohibited to work or should not work
on night shifts.
3Article 32Women workers must be allowed to take maternity leave of sixty days on full pay as well as additional

fifteen days without pay if needed.

4Article 33: Showcases that it is prohibited to discharge or terminate a female worker throughout her marriage or

confinement leaves.
5Article 34:Female workers are allowed to take a leave without pay that do not exceed six months each time, with

the purpose of taking care of her child who is younger than six years old.
6Article 35: States that after the maternity leave end of the female worker, she is allowed to take two periods of rest

each not shorter than one hour until her child becomes six months. After that period and until her child is one-year-
old, the female is allowed to also take two periods of rest each not lower than half an-hour. The time taken should
be subtracted from the overall working hours but without cutting the salary.
7Article 36:Employer should post a copy of the regulations of employing women workers on their premises.

3
weeks leave for taking care of a new born child in accordance to (Attorney General, n.d). Also,
only 12% of employees in the United States have paid maternity leave (FairyGodBoss.com, n.d). Commented [TO5]: Yes, but they get compensation from the
government which will be equivalent to a fixed sum of money. The
employer may not be liable.

IMPLICATIONS:
These articles obtain essential information that Citigroup must be aware of while employing
women workers in Bahrain. Main expenses for Citigroup with regards to maternity leave would
be the costs that will be spent on finding a temporary (part-time) employee to cover for the
Commented [TO6]: State clearly It will cost more in Bahrain as
women have more rights than in the US. However, very good
attempt to identify the implications. Well done.

female. Other than that, there might be potential reduction in productivity if the company
decides not to employ a temporary worker and let someone work a double-shift. Additionally,
another cost for the organization would be to compensate the employee while on leave. Zest-
Finance offers six months parental leave to its employees. In accordance to Zest-Finance’s Chief
People Officer, Sonya Merrill, the company realized “that offering the maternity leave is better
than losing the great talent and potential of employees.” (Dishman, 2016)

Productivity and performance will increase due to higher employee morale and motivation as the
employees would be fairly-treated. Based on a survey of 220 general managers of enterprises in Commented [TO7]: In Bahrain? If it’s the law, then morale
won’t increase as the employee will see it as their legal right.
Spain, better morale results in better customer-relationships. Companies who offer maternity However, if the employer is more generous in terms of time off or
compensation or flexibility, then morale, motivation, productivity
etc will increase.
leaves are at an advantage in reducing the cost of employee turnover as well as enhancing return
on investment. Providing maternity leaves will reduce illness amongst the organization; as a
woman after confinement might suffer from health issues because of loss of sleep, possible
bleeding and dehydration (MarchofDimes.org, n.d). Moreover, not allowing the woman to take
her maternity or nursing leave could increase the level of absenteeism as she would need to miss
work due to childcare (nutricycle.org, 2015)

Citigroup have always been concerned with women rights. According to Citigroup, over 44% of
Citiphone agents are female; which is relatively higher than the Bahraini industry average.
(Citigroup Inc., 2015) Hence, both Bahrain and Citigroup are advocates for women rights; which
is why it is vital to learn the most important articles in the Bahrain Labour Law.

4
JUVENILES

Bahrain has strict guidelines for hiring juveniles which can be seen in articles (23, 24, 25, 26, 27
(A), 27(B))89101112. In accordance to the ministry of labor, the minimum wage that can be given to
Bahraini juveniles who are working full time job is 250BD with government support for two years. Commented [TO8]: Great use of footnotes. Well done.

(Bahrain News Agency, 2013)

IMPLICATIONS:
Since Citigroup’s age standard is 18 years-old (Elangoban, 2016), they do not have any experience
in hiring minors. But if they consider it in the future, they should know the main differences Commented [TO9]: Excellent comparison.

between hiring juveniles in New-York and Bahrain. Firstly, in accordance to the division of the
New York State Department of Labor, minors between 14 and 15 can work after school and
during vacations and minors between 16 and 17 can work full time (Department of labor, n.d).
In Bahrain, a minor who is younger than 15 cannot work. Secondly, the hours of work vary
whether it is school season or not. During school, they cannot work for more than 6 hours. In
vacations, they cannot work for more than eight hours. However, in Bahrain, work should not
exceed six. consecutive hours with breaks in any circumstance. Thirdly, Minors between16-17
cannot work from midnight to 6-am but can work before it. But in Bahrain it is not allowed to
work at night at all. Other than that, Citigroup should consider the advantages and disadvantages
of hiring minors. The advantages include lower working cost; since the job is a call-center agent

8Article 23: Every person who is between 15 and not above 18.
9Article 24: Discusses the prohibitory of employing a juvenile who is under fifteen.
10Article 25 and 26: States that juvenile cannot work effectively for more than six hours every-day. To elaborate;
juveniles must not stay for more than seven hours in work for more than seven continues hours. This means that
the working hours must include one or more breaks and the total should be one hour or more dedicated to rest or
lunchtime. The employer must keep in mind that break-times must be organized so that juveniles do not work for
four continues hours. In addition to that, they should not work at night, weekly days of rest, and public holidays.
11 Article 27 (A):States that the company should know that before employing a juvenile, there are several

considerations. Firstly, taking guardian permission regarding the employment. Secondly, ensuring the physical
capabilities are met by doing a medical examination. Lastly, ensuring the safety of the working place. Additionally,
after the company employs the juvenile.

12Article 27 (B): identifies several considerations. Firstly, posting a copy of the mentioned regulations in an

appropriate place in the organization. Secondly, having a register of the juvenile. Lastly, doing a medical check
periodically.

5
which requires basic knowledge. Moreover, they will be satisfied with lower wages. Furthermore, Commented [TO10]: Excellent!

minors are passionate to work and could be more productive. In the other hand, hiring minors
could spread a negative impact on the organization’s overall image; as hiring low-cost employees
might result in delivering unsatisfactory customer service. Additionally, the absenteeism rates Commented [TO11]: Any evidence of this in other
organizations?
might get higher as studies show that 70% of teens are less commitment to work than adults.
(Wordpress, 2010)

DISABILITY:

Bahrain Labour Law has included a couple articles for the protection of disabled peoples’ welfare
(Art 114 (A,B,C), Art 89, Art 171.) 1314151617. Even-though the rules are not as widespread as they Commented [TO12]: Excellent – footnotes.

are in New York, it is important to know the rights given towards disabled people by the law of
Bahrain in order to avoid any legal concerns that may arise.

IMPLICATIONS:
As Citigroup states in their code of conduct, the organization embraces diversity and prohibits
any act of discrimination or harassment against any worker. (Citigroup.com, 2011)

Maintaining a medical file is beneficial to help eliminate discrimination as it is a major concern

for Citigroup18. This can be achieved through keeping up-to-date medical files; as they help to

13 Article114 (A): States the contract of employment shall terminate only when the employee losses the total
capacity to perform job-tasks.
14Article 114 (B) : The contract of employment shall not be terminated if perceived that there is a partial disability

from the employee to perform his duties, unless there is no alternatives for the employee to deliver a satisfactory
work. However, if there is an obligated work to be performed, the employee must get notified as well as request
such a work by the employer without applying the social insurance law in this respect.
15Article 114 (c): A medical certificate must be issued by Medical Committee provided for under Art 89 to state

precisely the level of incapacity to the disability if the worker.

16Article 89: States that Medical statues of disability shall be perceived under 4 steps: 1) if there is occupational

disease or not. 2) The degree of incapacity for the disability worker sustained. 3) The treatment of injured worker
being completed. 4) The period of cost and treatment being determined based on the condition of the injured
worker.
17Article 171: The organization must maintain a medical file for all workers with specifications to all health

conditions as well as disability rates.

18 Citigroup’s office in New-York reflect their strong views against disability-discrimination. They maintain their

positive image by taking care of their disabled employees through flexible working hours and suitable offices for
easier movement; which results to higher productivity and performance. Moreover, Citigroup are advised to keep
using their current strategies in order to maintain their reputation.

6
detect any special treatments, gender, race or disability discrimination that might occur in
performance appraisals, promotions, job raises or more. To stand in the public eyes, Citigroup Commented [TO13]: Bahrain do this also to an extent (article
171)
will gain a good reputation by hiring disabled employees; because it showcases their acceptance
of diversity. (Joseph, n.d) Commented [TO14]: This is where the labour law in Bahrain
does not state minimum requirements and Citigroup could gain
their reputation by hiring a percentage of the workforce with
disabilities? State this.
Studies prove that people with disabilities have low absenteeism rates and are more reliable than
other employees. Furthermore, people with disability have high job retention rate as proven in
the study of The Chicago Lighthouse, Illinois Tollway call center, their employees with disabilities
had a retention rate of 1.7 years while their employees with no disabilities had only 0.9 years Commented [TO15]: Good analysis.

(Sandy's Views, 2016). Additionally, people with disability have low potential for work related
accidents; thus, creating cost effective businesses (Australian Network on Disability, n.d)

EMPLOYMENT OF MUSLIMS:

Since the majority of Bahraini workers are Muslims; understanding their religious activities 19 is
crucial. Citigroup must be well-knowledgeable about articles which relate to them (51, 52(A) and Commented [TO16]: But is this majority Religion a diverse
group?
(B), 63(C), 67,)20212223 because it allows Citigroup to avoid religious discrimination 24.

IMPLICATIONS
Since third of the workforce must be Bahraini, it is fundamental for Citigroup to be familiar with
Muslims; as they are not exposed to a Muslim environment in New-York. According to the
Bahrain Ministry of Information Affairs, Islam is the most followed religion with over 70.2%
Bahrainis (Ministry of Information Affairs, 2014). Therefore, it is important to be well-aware of

19 such as praying five times a day

20Article 51: states that the company should not let any Muslim worker work above 6 hours a day during

Ramadan.
21Article 52 (A) and (B): discuss the hours of work as they should have time to pray, eat and rest.
22Article 63 (C): states that in case of a Muslim woman husband’s death, she is required a one month leave with

full pay. In addition, she has an ‘Iddah’ right where she should complete her waiting period from her annual leave
in three months and ten days; if she does-not has enough annual leave, she can take unpaid leaves.
23Article 67: indicates that any Muslim worker who completed five-years of service can take a 14-day full pay leave

in order to obtain his Hajj obligation once. The company should keep in mind that the priority of the Hajj leave is
for workers who had more continuous years in service.
24 Religious discrimination can also be eliminated by giving all employees the same religious holidays. This is crucial

as Citigroup will be relocating New-York staff of diverse cultural and religious backgrounds. Furthermore, by
showcasing their acceptance of other religions, workers become more-willing to work harder and produce more.

7
the religious holidays/events that take place in Islam. As it is connected to productivity-levels
since working-hours are shorter during Ramadan. Additionally, performance might decrease as
daytime employees experience fatigue due to fasting 25.

WORKING CONDITIONS:

It is advisable for Citigroup to apply the following rules and jurisdictions from the Bahraini Labor
Law of Private sector to ensure that all employees are following the procedures that are applied
during the working period including: Contract 26, Salary27, hours of work28, insurance29. Commented [TO17]: Good work with excellent use of
footnotes!

TOPIC TWO: TEAM WORK

Teamwork:

25Fasting is to abstain from food and beverage from sunrise and until sunset. It happens during the holy month of
Ramadan.
26
Contract: the contract must be written and conditions must be well familiarized with both parties (employer and
employee). (Art 19-21).

27
Salary: In accordance to Art 37: the calculation of the salary must consider the contract of employment or laws.
In Bahrain, the full-time Bachelor degree holder should get no less than BD400 and none graduates minimum wage
is BD250. Moreover, there is no personal taxation; which make the net-income for the employee’s high. Moreover,
Art 39 states that there should be no discrimination in regards of salary; this will reflect the organization as they
should keep in mind that they should not discriminate with wages as it leads to demotivation thus lower productivity.

28
Hours of work: from Art 51-56; the working week in Bahrain is between 40-48 Hours depending on the company’s
policy. Moreover, in Ramadan the working hours get reduced to six hours; some companies apply it to all staff and
some apply it to Muslims only because they fast in daylight. Moreover, Friday is considered the day off and if any
staff work on Friday; compensation is required.

29
Insurance: Art 87; an injured employee must get suitable treatment and the liability of the full cost is on the
employer. Art 91 the injured employee shall be on full pay throughout the treatment period. However, if the period
exceeds six month the worker shall receive half pay.

8
Teams can be defined as a structured group of individuals with a set of interdependent skills,
information, as well as resources that are combined respectively to achieve a common goal
(Proffession, 2017).

Benefits of teamwork: Commented [TO18]: Define or explain teamwork here? But

you do discuss the relevance of teamwork to organizations
generally?
Citigroup call-center shall perceive teamwork as a positive influence towards their establishment
and development of their branch in Bahrain due to its various benefits.

First of all, being assembled in a team would allow all members to have the opportunity to
enhance their productivity levels and reach the organizations-objectives; as the amount of
workload would be distributed equally amongst themselves. Furthermore, they all have
complementary skills that affect teams positively, as members exchange mutual support to help
them achieve tasks on time and in efficient manner (Leitch, 2017).Secondly, teamwork improves
the morale of employees which contributes to a higher sense of recognition and gratitude; which
results in a collaborative-workplace. Moreover, it would significantly increase job satisfaction due
to the positive and collaborative-workplace experience provided for the employees. Thirdly,
Citigroup would benefit from teamwork through establishing strong relationships among the
employees. For instance, employees who are willing to communicate, support, and motivate Commented [TO19]: Productivity levels increase-clear goals
and achievement due to equal distribution of tasks, support, job
each other would create such a bond that will reflect on the work environment positively. satisfaction, collaboration communication, motivation etc. Good
but you don’t need to apply it to Citigroup here- you can just
discuss the benefits generally and apply below to avoid repetition

IMPLICATIONS OF TEAM WORK:

The most important effect of implementing teamwork is goal achievement. First of all, Citigroup’s
mission is “to operate in a trust-manner towards the clients”. They achieve that by providing
sensible financial services that result in growth and economic progress (Citigroup.com, n.d).
Therefore, teamwork helps the organization achieve their mission. As stated by Bruce Temkin, Commented [TO20]: No need for this word here as it causes
confusion
managing partner of Temkin group, strong teams that understand the organization’s mission
become highly effective call center agents that reach their selected goals (Maxcer, 2012).
Moreover, teamwork boosts flexibility within organizations. For instance, in a call-center team
scenario, scheduling becomes significantly easier as teams collaborate to switch-shifts and make
any adjustments to suit the team’s needs (31west.net, n.d). Also, teamwork increases efficiency
of performance. For example, teams communicate with each other which could enhance their

9
productivity levels as they interact with each other to help solve customer complaints or share
marketing ideas or packages with each other. Furthermore, the results of effective teams include Commented [TO21]: Good example.

increased job satisfaction which stimulates productivity. Additionally, satisfied call-center agents
provide extraordinary customer service which results in higher customer satisfaction, higher
customer loyalty and increased revenue. Commented [TO22]: Citation?

As Citigroup is a 24-hour service call-center, the service-team type would be the most suitable. A Commented [TO23]: True this is the typical call center type
team
customer service team takes place during performing transactions for customers, like making
sales or answering customer inquiries. Moreover, their main goal is to provide exceptional levels
of customer satisfaction. Another team type that is appropriate is management teams. This team
includes employees in the higher management level. For example, Citigroup need a team of
highly coordinated staff to work together and develop organizational activities. Moreover, the
management team is responsible for developing the business strategy and they are also
responsible for ensuring the productivity standards and quality of work for the call-center
(Syndicateroom.com, n.d)

Citigroup need to keep some things in mind when implementing the teamwork approach. For
instance, Citigroup needs to understand the differences of cultures by applying Greet Hofstede
theory when considering a movement towards a new region such as the Middle East. Middle
Eastern society which includes Bahrain tend to be collectivist (Anastasia, 2015). For example, they
are family-oriented, they prefer to work in teams and perceive group goals above individuals
(Gorodnichenko, 2010). Therefore, they are suited for a teamwork environment. In contrast with Commented [TO24]: Excellent observation here.

US headquarters culture; they obtain an individualistic perception (Gorodnichenko, 2010).

Therefore, both Citigroup’s American staff and Bahraini workers need to have a mutual
understanding as a team on how to co-operate in the workplace by settling their cultural
differences aside and by acknowledging the roots behind these regional cultures in order to
prosper with other expansions in the future. In implementing the teamwork approach, the
Human Resource department shall obtain diverse policies to help solve potential long-term team
conflicts (Johnson, 2017).

10
INTERNATIONAL BUSINE SS COMPARISONS WITH CITI GROUP:

Wells Fargo is considered one of Citigroup’s main competitors in the USA in terms of their global
financial services over the years (Maverick, 2015). Firstly, Wells Fargo focuses on developing high-
communication levels by maintaining teamwork activities, with the aim to make the work
environment more pleasant. The company assures that employees and express feedback to each Commented [TO25]: Is the word can?

other. As a study revealed, employees obtain higher engagement level when they receive
feedback even if it includes negative aspects. Engagement of employees with negative feedback
is 20 times better than employees who received no feedback at (Wellsfargo.com, 2015).

An example of Wells Fargo implementations of teamwork, the company have launched a team
in their Call-Centre. It consists of more than 100 employees who were engaged in almost 200,000
customer’s call who had inactive credit cards. The team-members were able to reach
approximately 40,000 of those customers. The customers were glad and appreciated this
approach hence, most of them activated their credit cards. David Marks, leader of risk
management for Wells Fargo said, “We quickly created and launched this calling-program,
provided training to team members, and made sure in our outreach that we were always taking
action in the customer’s favor as we went through it”. (Thompson, 2016) Commented [TO26]: Thus increasing usage of the cards,
meeting the teams goals and increasing profitability to the
company. The cost of the team was absorbed by the profit made
when the work was completed- Excellent example of teamwork
This can be beneficial for Citigroup if they implement similar teamwork approach as Wells Fargo from a competitor.

to maintain customer retention.

11
TOPIC THREE: PERFORMANCE APPRAISAL, DISCIPLINE, AND TRAINING

PERFORMANCE APPRAISAL

PERFORMANCE APPRAISAL:

According to Randall S. Schuler, Performance appraisal is defined as a systematic formal approach

for measuring and evaluating employees (Whatishumanresource.com, n.d.) (Appendix 3) Commented [TO27]: Great- place in the context of the
performance management system perhaps?

The job position that was chosen to set a performance appraisal on is Call-Centre agent. Which
is the person who handles customer’s calls on behalf of the organization. The job involves
customer services and operating as a sales representative (Rouse, n.d.) (Appendix 4)

MANAGEMENT BY OBJECT IVES:

To begin with, we would like to recommend Citigroup to implement Management by objectives

(MBO) performance tool. (Appendix 5)

In reference to Drucker, ‘Management by objectives works if you know the objectives: 90% of
the time you don’t.’ which means that the employees will be efficient in their work if they are
aware of the goals and objectives settings (Clayton, 2011). Thus, implies that MBO contains
several benefits that Citigroup could utilize to maximize their employees’ efficiencies including:

 Achieve superior commitment and motivation

From the joint goal-setting process, the Call-Centre agents feel that the objectives they are
trying to achieve are their own, not a set of goals handed to them from upper management
(Thomson, 1998)30 (Preservearticles.com, 2012). Additionally, this allows them to perceive a
sense of belongings to the organization 31 (Managementstudyhq.com, n.d). As stated by

30This will give them greater desire to perform their tasks.

31
This will lead to better work devotion and high morals from employees.

12
 Citigroup globally, the company beliefs that employee engagement is essential for better
performance (Citigroup.com, 2015)32

 Advanced cohesiveness and effective control

The Call-Centre agents will become aware of the bigger pictures33 (Thomson, 1998) Additionally,
management will be aware of who contribute in the goal achievement process 34 (Raj, 2012)

EXECUTIVE DEVELOPMENT:

MBO method showcases the exact training and development needed for a Call-Centre agent35
(Preservearticles.com, 2012)

Management by objectives:

 EXECUTIVE DEVELOPMENT: Commented [TO28]: Excellent.

There are six steps in MBO (iedunote.com, n.d)

32
It is stated 70% of employee engagement is reach across Citi group business units.
33
Regarding how their roles are cooperated and joint in the end for the organization.
34
By measuring performance against particular standards.
35
Managers will be able to formulate training programs that matches with the performance evaluations.

13
1 Define organizational goals

First step is to define organizational goals, as goals generally hold a significant impact on the
organizational effectiveness, the employees must be aware of the organization general
objectives36.

2 Define employee’s objectives

After informing and clearly explaining the organization goals to the agents, the next step
would be to define their specific objectives. Joint goal setting process take place where
both the manager and the agent corporate to set defined goals that are supposed to be
accomplished within a specific time period37 (Lanclos, 2017)

3 Continuous monitoring performance and progress

The work of the agent should be then monitored and controlled by the line managers. By
implementing MBO concepts to measure individual goal achievement process. 38

4 Performance evaluation

The next phase for the line manager is to conduct a performance review for the agent.

5 Providing feedback

After conducting the review, formal appraisal meeting must be set to provide a precise
feedback should be given to overcome the past mistakes or actions conducted by the
agent. As well as, discuss future progress toward the goals39 (Callcentrehelper.com, 2016)

6 Performance Appraisal


36Forexample, the percentage that the company aim for the number of minutes required to
handle a customer call.
37For instance, set a specific target to measure the amount of customer calls are handled by the call centre agent
within a set time frame
38
To follow the above example, Citigroup should measure the time taken to handle the call as well as pay attention
to the quality of that call by checking the customer rating.
39
For instance, the call centre industry has a reputation for dead-end jobs and a high turnover of staff. Citigroup shall
overcome this stereotype, by offering visible career progression opportunities to the agents

14
 The last step is to finalize the performance appraisal which is a regular review of the agent
performance.

360 DEGREE RATING METHOD:

360 Degree rating method is a well-known performance appraisal tool that requires evaluation Commented [TO29]: Great but there was no need for this.
Either this or MBO was required not both.
from several levels of the organization40 (Taylor, 2011). The 360 Degree technique was first used
during World War II41 (The Economic Time, News Paper, 2012). Timothy Weidman, a PHR tutor
of Doane College in Crete, Neb states that a 360-degree review provides "a strong performance
in one area—customer service". Corliss McGinty, SPHR, of Soft Solutions Consulting in
Greensboro, N.C. "It's really valuable to get the perspective of customers and direct reports"42
(Taylor, 2011)
The 360 Degree technique is basically about the behaviors and skills of an employees and it allow
the agents to realize how their performance is viewed by others43 (Heathfield, 2017)

Advantages
 Improved Feedback
This method provides feedback from multi-rater feedback which means collecting feedback from
more than one assessor44 (Humrro.org, n.d). Additionally, this will save managers valuable time
by providing employee performance evaluation 45 (Heathfield, 2017)

 Enhanced Customer Service

40
It relies on the feedback received from the employee’s supervisor, peers, customers, subordinates and sometimes
suppliers.
41
By the German Military.
42
This type of performance appraisal tool is suitable for the position of a call centre agent to get full feedback on the
employee performance from all perspectives.
43
The purpose of this method is to help recognize the strengths and weaknesses of an employee that are required
for professional development.
44
This will result in, more efficient evaluation.
45
They gain assistance from several people who participate in the procedure.

15
 For a Call-Centre agent it is essential for the organization to observe the quality of the work
as well as the satisfaction of customers. With the method, Citigroup will be able to enhance
the customer relationship by informing the employee of the customer feedback received46
(Heathfield, 2017).

 Team Development:
As Citigroup plans to use teamwork structure within the new Call Centre facility. The 360
Degree approach allow high effectiveness within team partners. As team members will
have more knowledge of the employee performance than the supervisor (Heathfield,
2017).

46
This will allow the employee to develop and overcome incorrect actions.

16
DISCIPLINE:

Discipline is defined as the process of guiding people to follow specific rules or guidelines by
implementing penalties or punishment in the case of insubordination (Oxforddictionaries.com, Commented [TO30]: ok

2017)

Citigroup must have Basic Regulation and Regulation of Disciplinary Measure approved by the Commented [TO31]: rules? The will also have their own
policies but they must adhere to the guidelines as set out by ….
ministry offered to the employees, if they employ ten or more people as stated in Art 74. Art 75
stated the disciplinary measures that should be followed by the employer.

EMPLOYEE NEGLIGENCE:

According to Bahrain civil code Art 158, Negligence is defined as any mistake or blunder that
caused damage to others which require the person liable for that damage to pay compensation. Commented [TO32]: Excellent example.

In accordance with Bahrain labor law Art 82, the worker will be held responsible for the cause of Commented [TO33]: If found guilty

loss or damage to the organization property whether it was material, machinery or products.

The procedure for employee negligence will be first to conduct an investigation and provide
employee with notice. Later on, if proven that the employee is liable the employer can deduct Commented [TO34]: What kind of notice? Is it to notify them
of the potential disciplinary? Notify the employee, conduct a
from the employee remuneration. However, the deduction should not be above five days of thorough investigation by formally notifying the employee of a
meeting. Impartial group, interviews by witnesses etc- then if found
guilty????
payment in each month. If the case had a loss that exceed two months’ salary, then the employer
would not be able to claim the worth of what has been lost. Moreover, the employee has the
choice to appeal to the competent court within one-month time starting from the day he become
aware about the charge of the damage. The employer should refund within seven days’ period
starting from the court decision date, if the court rule in favor with the claimant. As stated in
Citigroup code of conduct, the organization does monitor and record the usage of equipment
and services by the employees at any time (Citigroup.com, 2011). Therefore, it is essential to
acknowledge what Bahrain Labor law states in that area.

17
POOR WORK QUALITY:

As stated in Art 109, the employer should not terminate the employment contract in the case of
lack of work quality. Only if the employee was informed about the deficiency and given a time Commented [TO35]: Formally in writing? Training etc if hes not
been trained adequately?
period not less than 30 days to try and improve the performance to reach the desired level of
quality set by the organization. If the employee was not able to match the required level then in
this case, the employer has the right to terminate the contract in accordance to Art 109.
However, that termination must be after providing a notice to the employee in advance. As
stated in Art 99, notice period of 30 days is required before the termination of contract from any
party. If termination is done without notice the party is obligated to pay a compensation. Only in
the case where termination is within the first three months of employment there will be no notice
period nor compensation paid as stated in Art 111.

CONFIDENTIALITY:

Confidentiality in the workplace means not disclosing work secrets to competitors, the press or
anyone outside the organization (Ashe-Edmunds, 2017) As confidentiality is essential in the
customer service field as it is important for the organization to protect their reputation as well
as maintain their client trust and confidence (Sielearning.tafensw.edu.au, 2009). In accordance
to Art 107 – 6, Citigroup can discharge the employee without notice nor compensation in the
case of sharing work secret without having a written approval from the employer. It is stated in Commented [TO36]: Grievous misconduct

Art 71 of the provision; the worker is liable to maintain work confidentiality. Therefore, in the
case of disclosing client secret information, Citibank can dismiss the employee immediately. Commented [TO37]: Without verbal or written notice as long
as they have sufficient evidence.
Furthermore, as stated in Art 73 Citigroup should obtain the non-competition against employer
agreement with the employee after termination in the case of work secrets and client
information.

18
TRAINING

Training is a planned activity which has a goal of imparting instructions or information in order Commented [TO38]: Well defined

to improve the employee’s attitude, knowledge, or skills. (Businessdictionary.com, n.d)

A call-center agent supervisor:

The Bahraini-staff that will be hired in the new Call-Centre must be trained as s they will be
entirely new to the organization. The training will be done with an assumption that the
organization will hire Bahraini supervisors who have previous experience in the call-center
service filed in order to support the newer supervisors with understanding the Bahraini culture. Commented [TO39]: This is most likely true.

(See appendix 6 for more details)

To break what has been discussed, the training for the supervisors of the organization must be
divided into two sections; program for the relocated supervisors from New-York and another for
the newly-hired Bahraini supervisors.

A supervisor is the link between the staff and the management; organizations aims to push Commented [TO40]: Excellent- important that you mention
the role and the requirements of the job here.
supervisors to higher positions (Theinstitutes.org, n.d). In the case of a Call-Centre supervisor,
employee must be able to:

1- Know the basics of a Call-Centre job.

2- Direct the employees on how to do the job professionally.
3- Provide reports about the staff to the management.

Furthermore, a supervisor must be trained to be a role-model to the employees and have a

specific training plan to guide his role in the organization.

FIRSTLY: BASIC LEVEL TRAINING.

Citigroup must provide a structured training program for the entire Call-Centre supervisors as
they consist of relocated NYC and Bahraini staff. They should start with Audio-Visual based

19
training; it delivers information and new techniques as well as rules to the employees 47. The
organization shall deliver a presentation that includes a video-tutorial of the organization culture
and general functions. This methodology is important as it showcases to all employees, the Commented [TO41]: Specify? Are you meaning the new
techniques about technical aspects of the role? Give examples of
supervisor-employee relationship and how the organization functions (Batool, Rasul, & Bukhsh, the type of training that’s applicable?

2011).

After giving the employee job knowledge through lectures, the second step shall be Role Playing
and Simulation; this method includes developing the supervisor’s skills by training him with
dealing with hypothetical situations. This method is useful as it gives the employee a chance to
practice skills in a realistic but a risk-free environment48. Thus, on the job training may cause the Commented [TO42]: Excellent- great for dealing with difficult
customers etc. utilizing existing staff from the USA to do this?
supervisor to make mistakes which effect the reputation and image of the organization. This Give some specific examples of what kind of training this is good for
Simulation method will be very suitable as New-York supervisors will be able to exchange their
knowledge and create the situations that constantly occur, based on their previous experiences
to the new Bahraini supervisors (UNSW Sydney, 2016)

SECONDLY: ADVANCED AND SPECIFIED TRAINING.

Coaching is the process of providing the training the employee’s need regarding how to do a
specific job and providing constant feedback on their performance49. In order for the organization
to have effective specific training for each call center supervisor, they must follow a process.
Firstly, identifying the expected performance 50 . Secondly, providing the needed training 51 .
Thirdly, analyzing the performance 52 . Lastly, discussing the supervisor performance 53 . This
method is considered to be advanced as it is time-consuming however, the manager must be
willing to share his knowledge and expertise. Nevertheless, it is good for the organization as the Commented [TO43]: Very time consuming but affective.

47Training can be through videos, films, audiotapes, or PowerPoint.

48
The trainee will have the chance to ask questions, make mistakes, and learn.
49
This method is useful as the organization cares about future development of the employee; it helps with
enhancing new skills that are important for future positions.
50
It includes identifying the current skill level of the supervisors and establishing the skills will be learned after the
sessions.
51
It includes having weekly sessions with middle manager and giving the supervisor a chance to do some tasks.
52
It is where the middle manager writes a report regarding the employee.
53
In this stage the manager gives a detailed feedback to the supervisor and direct him.

20
information that is learned by the manager can be transferred to the supervisor without sending
them to expensive courses (Wason, 2009).

EVALUATING TRAINING: THE KIRKPATRICK MODEL

Measuring the effect of training is important for the organization; a well-structured

measurement of the results of the training can help the organization in terms of cost and
efficiency. The organization should invest in training methods that contributes sufficiently
towards the organization goals. The Kirkpatrick Model is one of the most well-known models. It
was developed by Donald Kirkpatrick in 1950’s. The model consists of four levels; Reaction,
Learning, Behavior, and Results. Each level provides a diagnostic checkpoint in regards of the
success5455. The cost of measuring the levels increase as the levels escalate; the company might
consider measuring level 1 in all programs as is it cheap, measure level 2 for hard skills programs,
measure level 3 for strategic programs, measure level 4 for programs who are costly. Citigroup Commented [TO44]: Give a practical example relating to one
of your methods above and an appropriate evaluation based on this
must be clear about what level they want to measure; for a Call-Centre supervisor, the company theorist

should evaluate until (level 3) as higher levels are costlier and they are usually done for higher
management positions. Moreover, the behavior of the supervisor would be affected mostly
(Winfrey, n.d)

54For example, it the participant did not learn (Level 2) this will show in (Level 1) as the reaction will show that the

employee did not learn enough.

55
Another example, if the participant did not use the skills (Level 3) this means that they perhaps did not learn the
skills required skills in (level 2).

21
The first level of it is Reaction; the aim of it is to measure how the supervisor reacts to the training provided by asking
questions. 56

The second level is Learning; this level is concerned with if the supervisor learned new skills, knowledge, or
attributes57.

The third level is Behavior; it measures the change in the supervisor behavior in the workplace as a result of the
training provided. 58

The last level is Results; it measures what did the organization benefited from the training. It can be in terms of
productivity, efficiency, and sales (Mindtools.com, n.d).59

CONCLUSION

To conclude, it is evident that the move towards the Middle East would be of benefit for
Citigroup, as the Labor Law is strict enough to be protective of the employer and the employees.
Additionally, teamwork is favorable and accepted which would reflect positively on the
organization. Furthermore, recommended training, performance appraisal and discipline have
been discussed.

56
The questions are useful as they contribute to understanding if the supervisor found the training related and
useful for their job and future developments as well as if they are happy of the overall experience. This level form
is called “the smile sheet “. Examples of the techniques that can be used of this level are: online assessments,
interview, comment form, oral reports provided by evaluators.

57
It can be measured through pre as well as post test scores, It is important as the training aims to make the
supervisor learn for future position.
58
It can be measured by self-assessment questionnaires, observation by the manager, and reports from the staff as
well as the peers about the change in the behavior. This is important for the supervisor as the behavior of the
supervisor after learning the training will indicate if he is suitable for future positions in terms of how effective his
attitude is.

59
It can be measured by financial reports, interviews, and quality division. This level is not to be considered for the
organization as it is not relevant in our opinion for the position chosen (Mindtools.com, n.d).

22
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26
APPENDICES

(1) Citibank Standards:

City Bank have included in their code of conduct, they are heavily against any discrimination
whether it is based on race, gender, pregnancy, color, religion, national origin, nationality,
citizenship, age, physical or mental disability or medical condition amongst other areas.
(Citigroup inc., 2017)

(2) Workforce diversity benefits:

Workforce diversity includes race, gender, age, ethnicity, religion and abilities. (Green, et al., n.d)
Diversity is highly beneficial for both employers and employees. Firstly, productivity levels
increase; for example, in a workplace environment, being respected by your fellow associates
could possibly increase their efficiency while performing daily tasks (like reaching call sales quota,
and maintaining the information database). Moreover, diversity in the workforce increases
marketing opportunities and creativity; as employees from different backgrounds bring in a
mixture of solutions on how to reach a common goal. For instance, Chinese workers who work in
the US may have a completely different outlook from Americans on how to approach problems.
As diversity increases creativity and productivity; it is critical for organizational success. Commented [TO45]: Good but cite source

(3) Performance Appraisal Defined:

The performance appraisal depends on the employee’s current job, related behavior and the
reasons behind their performance status. Taking into consideration the future improvements
that should be implemented to benefit the employee and the organization as well. Commented [TO46]: Citation?

27
(4) Call Center Agent:

Call Centre staff are the first who would interact with customers as this position holds a huge
impact in regards to Citigroup’s reputation as well as maintaining customer satisfactions.
Therefore, Citigroup must focus on the performance appraisal and its status to the call center
agents Invalid source specified..

(5) MBO Tool:

This method was first used in 1954 by Peter Drucker. It is acknowledged as the process of
outlining the organization’s objectives which is used by the managers and the subordinate to
develop the employee’s specific goals within a particular time frame. Additionally, the employees
are held responsible for the accomplishments of these goals if they do not follow the degree of
formality and the amount of autonomy that been set by Citigroup. Commented [TO47]: Citation?

(6) Training additional material:

Citibank has an outstanding reputation as an employer. According to Indeed.com, Working in

Citibank as a call-centre representative has been rated 3.9 stars out of 5. This means that the job
is ranked highly satisfactory and rewarding. Therefore, the new call-centre in Bahrain needs to
be of same quality so the employees feel comfortable and in order for Citigroup to maintain its
reputation as a desired employer. (Indeed.com, n.d) As Citigroup are venturing towards a new
region, it is vital for them to understand the rules and regulations that involve employment in
Bahrain.

According to Mark Carawan, Chief Auditor of Citigroup; the organization cares primarily about
the employees having a common vision that is linked to the organization. The organization cares
about career development and letting their staff have new experiences.

They already have the foundation training that all of the staff no matter what is their position go
through; it is mainly concerned about sharing the rules, procedures, and the methodology of the
company. Moreover, they provide a specific medium/long-term development training plan for

28
each employee in accordance to their needs. They care about having training regarding the
technical aspect of the job, industry specific sills, and what soft skills the job acquires.

The staff will be diverse which means several languages, cultures, and behaviors must be trained
in order to fit in one norm which influences the organization goals directly. Secondly, some
supervision staff will relocate from New York to Bahrain which means that the supervisor will
have to adapt to a different culture and they must be trained well about how they should be
acting in the new environment. Commented [TO48]: Interesting and relevant but don’t forget
to cite.

29