The document presents a workload analysis project conducted by an MBA student during an internship at the State Bank of Pakistan, focusing on the pension unit's operations. It details the challenges faced, methods of information gathering, and the operational workflow to cater to pensioners, alongside findings and recommendations for improving efficiency. The analysis concludes with insights on enhancing human resource management and emphasizes the value of mentorship in the learning experience.

1. FAIZA REHMAN
Workload Analysis for operational
activities in pension unit for supporting
workload analysis

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Acknowledgement
Person is not perfect in all the contexts of life. He has a limited mind and minor thinking
approaches. It is the mercy of Almighty Allah that shows the man light in the darkness
and the person finds his way in this light. Without mercy of Allah, person is nothing but a
helpless creature. Same is the case with us as we faced many difficulties during the
completion of this report and have been successful in fulfilling our duty assigned to us
only because of the help of Allah and the prayers of our Parents and Well-wishers.
The teachings of the Holy Prophet (PBUH) were also the continuous source of guidance
for us.
We are thankful to our mentors for helping us for the completion of this report. We learnt
much from them.

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Table Of Contents
Introduction ................................................................................................................................... 4
Overview of Quality Assurance Department ............................................................................. 4
Supervisors & Mentors ................................................................................................................ 4
Experience ..................................................................................................................................... 4
Criteria experience during gathering information .................................................................... 5
Information gathering: ............................................................................................................................... 5
Interaction with supervisor/mentors: ....................................................................................................... 5
Report compilation:.................................................................................................................................... 5
Introduction to Pension cell: ..................................................................................................................... 5
Importance of pension unit ....................................................................................................................... 5
Procedures & workflow ............................................................................................................................. 6
Analytical .................................................................................................................................................... 8
Problem Statement ..................................................................................................................................... 8
Limitations Found ...................................................................................................................................... 8
All areas impact by the problems ............................................................................................................. 8
Main observations and learning: .............................................................................................................. 8
Solutions & recommendations.................................................................................................................. 8
Justification for proposedworkload………………….…………………………….…….….……12
Conclusion…………………………………………………………………………..…...……….12
.

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INTRODUCTION
I am student of MBA final semester from KASBIT (Khadim Ali Shah Bukhari Institute of
Technology) university. I got selected for summer internship programs 2012 at State Bank of
Pakistan and was send to BSC (banking services corporation) in Quality Assurance
Department.SBP BSC (banking services corporation) is a subsidiary of the central bank
operating as a front end of central bank. Main operational activities of the bank are performed by
the bank are performed by SBP BSC.The scope of activities is broad & covers all the sections of
economy & services. While reviewing through the department’s activities and my academic
background I have assigned a project on workload analysis to determine the workload of
individual employees, positions, jobs in pension cell.
OVERVIEW OF QUALITY ASSURANCE DEPARTMENT
Quality Assurance is the planned & systematic review of process of various operational areas of
activities, services or facilities to provide access and assure benchmark standard by making them
dynamic & proactive. The current stance of QAD is to revamp its activities & act as a consultant
& a facilitator with emphasis on stand razing process and uniform standard operating procedures
(SOP’s) for various operational tasks to ensure promptness and accuracy in delivery of various
services.
SUPERVISOR
Muhammad Mazhar-ul-Haq (Director QAD)
MENTORS
Raheel Zeb Durrani
Jawaid Ahmed
EXPERIENCE
Learning and Development.
Experienced the operational working of QAD in BSC.
Experienced the operational working of pension cell of SBP.

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CRITERIA EXPERIENCE DURING GATHERING INFORMATION
INFORMATION GATHERING
Information was gathered by two approaches, for the Pension cell, DAD (Deposit Accounts
Department) and cash counter.
1. Direct Method
We spent most of our Internship duration working within the allotted unit, therefore we had a
good understanding of their working and most of the data used for evaluating workload and
analyzing comprises of Direct information gathering through interviews, questionnaires,
feedback and on the job training.
2. In Direct Method
The indirect source added value to the project and it acted as a literature review for the
project through Job descriptions, System reports and other relevant material.
INTERACTION WITH SUPERVISOR/MENTORS
Interaction was good, supportive and encouraging.
REPORT COMPILATION
Due to time constraints the report was to be completed with in the tome of two weeks therefore
the collected & compliant data may lack in flow areas.
PENSION CELL
Pension cell at SBP (State Bank of Pakistan) is basically formed to serve the ex-employees that
include almost 2000 pensioners at Karachi Head Office. The proposed Vision and Mission
statements for the Unit according to me and my mentors is stated below.
Vision Statement
We aim the best for the stakeholders by applying the best pension systems consultancy &
services for their better and safer life to built value.
Mission Statement
To build value based relationships by delivering accurate, timely, and consistent pensions and
benefits to ex-employees and their dependents in a professional manner.
IMPORTANCE OF PENSION UNIT
The unit was required to cater the needs of former employees & their dependents. All the
necessary benefits associated to the ex-employees & working employees are duly communicated.
Time effective functioning of the cases & risk mitigating measures as well as handling
miscellaneous other functions duly informed by high ups are also performed.

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Pension cell Team
1,ACM (Assistant Chief Manager)
2,OG-2
4,OG-1
PROCEDURES & WORKFLOW
Work flow for pension cell that include some of the basic steps to be followed by Pension cell
for every pension, like first they need to calculate the pension payments and benefits of every
retired person (ex-employee) according to case nature (death or retirement) and classification in
case of retirement by OG-2.It is one time activity that is to be perform for every individual
pensioner/ex-employee for both 100% commutation and 50 % commutation and regular
retirement.
Calculation of pension E-mail to DAD for Make PAL
payments and benefits payment orders of (Payment Authority Letter)
by OG-2 pensioners
Pension Counter OG- Receive payment orders &
Pension Cell ACM
1/OG-2 Verification Attach payment orders
(Attestation) in
in pension books with PAL
Payment Order
Issuance of Manually checking of Final entry of pensions in
Payment order to issued pension orders ORACLE
pensioner
Further steps are:
o Email to DAD for payment :
Pension cell send mail to DAD (Deposit Accounts Departments) that includes the detail of
every individual pensioner according to their pin numbers, then DAD make payments orders
for pensioners and send it to pension cell.
o Making PAL (Pension authority letters) & Attachment of payment orders with PAL:

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Pension cell then make PAL (Pension authority letter) and attached the PAL’s (pension
authority letter) with payments orders for every pensioner.
Further steps are to be followed on every month by pension cell from every 1 st to 7th working
days of month only for the issuance of pension but some of the pensioners come after 7th
working days can also have the pension but will have some further requirements.
ISSUANCE OF PENSION PAYMENTS
1) Pension Counter OG-1/OG-2 :
Pensioner comes to pension counter receives the attach copy of PAL (pension authority
letter) and payment order. Pensioner then has to sign that Payment order & PAL (pension
authority letter) and give it back to OG-1, OG-1 then sign the pension book of every
pensioner.(3 counters are formed for the convenience of ex-employee according to their pin
numbers where OG-1 deals with them)
a. In case if pensioner come after 7 working days then
i. He/she has to go for verification and for that he/she needs to go to DCM (deputy
Chief Manager) and who attest and verify the payment order.
ii. Then the pensioner has to go to DAD (Deposit Accounts Department) where another
verification of payment order is done by OG-2 or OG-3 and then a token is issued.
iii. Then pensioner has to go to cash counter to receive cash payment.
2) Pension Cell ACM:
Pensioner then goes to ACM (who sits next to the pension counter) for attestation of the
payment orders by ACM (Assistant Chief Manager).
a. In case if any of the ex-employee cannot come to receive pension then their family
member (who ever come to get pension son/daughter) has to verify and for that he/she
needs the PAL (pension authority letter) that has also to be attested by any of the OG-
2 accept pension cell.
3) Give Payments:
After attestation and verification in PAL, Payment orders & pension books from the same
counter where he sign the PAL pensioner receives the payments orders and according to their
need they can cash it from cash counter or transfer the payment order in their respective bank
accounts.
4) Verification of Payments:
After giving payment orders and issuance of pensions to pensioners’ pension cell then
manually verify the issued payment orders by PAL (payment authority letter) and then pass
entries in GLOBUS for conformation.

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ANALYTICAL
WORKLOAD ANALYSIS
Workload Analysis is a methodology to determine the time, effort and resources necessary to
carry out the department’s operations, resulting in identifying the organization’s actual needs of
human resources both in terms of quality and quantity, and develop these resources to achieve
the goals and strategies that the organization wants to achieve in the various work sites.
LIMITATIONS FOUND
Undefined and unclear Job descriptions.
Irregular Work distribution.
Working Environment and lack of IT infrastructure.
High Absenteeism and Lack of Punctuality
AREAS IMPACT BY WORKLOAD
Employees’ motivation & satisfaction.
Customer’s satisfaction level.
Number of pensioners/queries.
Previous Unit performance results
Rate of employee’s performance evaluation.
Image of organization.
MAIN OBSERVATIONS & LEARNING
The activity of workload analysis initially may need all the necessary acts; Quality Assurance
Department would be able to include annual events to check such factor for such units. For
example six-monthly or annual interest calculation, checking & verification can be a major
event, which cannot be overlooked. However, once the work standards and norms are
standardized, the performance standards can be reviewed & set high.
SOLUTION & RECCOMMENDATION
Using the workload analysis, we can determine the workload of individual employees, positions,
jobs, or organizational units. It is necessary to link the organization’s strategic plans with the
projects it plans to implement. The universal strategic objectives of such unit may include:
Creating a competitive organization by enabling it to predict and adapt to current and
future requirements.
Improving the performance of the various units of the organization.
Maintain the reputed image of organization & its departing employees by catering to their
needs & supporting them in accordance to instructions provided.

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Workload analysis is not a simple process or even a single day's process unless proper work
study techniques are employed over a period of time to arrive at appropriate time factor for each
job/activity of a worker, as a introduction to workload analysis in pension cell I would
recommend the following techniques for doing work load analysis,
These techniques are:
1) Activity Analysis for each activity of all individual workers for several days (a complex job).
2) Creation of a job list (a very simple process).
3) Preparation of job description sheet with each fragmented step of activity for each job type
listed in the job list (somewhat complex job)
4) Time test for measurable jobs to be conducted on selected population of workers at various
places for time taken by each worker for each individual step of every job segment out of the job
description sheet (The most complex part).
5) Work measurement (quantification) of total No. of different jobs entrusted to each workers
with time intervals, i.e., daily, weekly, monthly, yearly, or casually.
6) Analytical estimation of time for jobs that cannot be time tested easily and arriving at a
workable standard time for such jobs (a tough job).
7) Arriving at the average time taken by each individual time test performer for each step of job
and job as a whole separately to arrive at some measurable time factor for each job.
8) Working out some sufficient coefficient for the unforeseen items of work and events, like
interruptions, disturbances, inward calls, visitors, personal attendance on call by superiors,
attending to call of nature, attending to queries from internal audit, statutory audit, tax audit,
vigilance inquiries, and so on.
Calculation of number of employees Required
This method relies mainly on the availability of sufficient information for the number of
employees required for any unit.
For this the average work time available per employee per year is calculated, taking into account
to consider the following when calculating the average work time available per year:
The expected resignations
Retired employees
Maternity leaves and other expected leaves

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CONSOLIDATED SUMMARIZED DATA
Time Taken Per Process 45 Minutes (0.75 Hour)
Number of Cases of Pension 2000 Cases
Average work time available per employee 192 Hours/ Month
Per Month
FORMULA
The standardized equation observed mostly in HR practices internationally regarding the
workload on employee can be depicted from the following.
No. of employees required = ( Time taken per process x No of Cases per month )
Average work time available per employee per month
CALCULATION
On the Basis of above consolidated summarized figures, the No. of employees required and
workload are calculated below.
Number of employees performing pension (0.75 x 2000)
activities 192
7 to 8 persons

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PROPOSED WORKLOAD ANALYSIS
Time Taken Per Process 15 Minutes (0.25 Hour)
Number of Cases of Pension 2000 Cases
Average work time available per employee 192 Hours/ Month
Per Month
FORMULA
The standardized equation observed mostly in HR practices internationally regarding the
workload on employee can be depicted from the following.
No. of employees required = ( Time taken per process x No of Cases per month )
Average work time available per employee per month
CALCULATION
On the Basis of above consolidated summarized figures, the No. of employees required and
workload are calculated below.
Number of employees performing pension (0.25 x 2000)
activities 192
2 to 3 persons

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JUSTIFICATION FOR PROPOSED WORKLOAD
Most of the models on work load were studied and respecting the culture and norms of
SBPBSC and its employees the proposed workload and employee distribution is
provided. This can be justified by the reasons mentioned below.
The pension cell work is distributed accordingly on the magnitude of cases received
and regular ones.
Most of the cases are of similar nature; therefore if proper Standardized operating
Procedures defined, the time and effort can be saved.
The unit’s work is automated therefore; the existing workload can be accomplished
with the proposed strength.
The succession planning and cross divisional functionalities can be addressed also
with the proposed workload analysis.
Other assignments for the Pension cell can also be obtained and better developmental
projects at employee and unit level can be ascertained.
The workload analysis can be implementable in finding the gaps/excess of work in
other units such as Deposit Accounts Department/ Public Accounts Units.
CONCLUSION
This project on Workload Analysis gave me an opportunity to enhance my analytical
skills. This was my first elaborative working experience where actually the practical
work was analyzed. Interaction with different nature of people and case to case basis
were observed. I reviewed different articles on workload which enhanced my
understanding on Human Resource. The support and interaction with the mentors is
recommendable and it was a very informative and value added learning experience to me.
Lastly, the project helped me to enhance my presentation and time management skills and
I look forward to carry this project and extend its scope for my Final thesis.