Organizational Behavior- Comparison Between 2 Companies

PREPARED BYMASUD IMAM101 0828 030MD TANVIR HASSAN 092 0574 530NAFEES IMTIAZ102 0009 030SAFAYET BIN TAIYAB091 0875 030 SADIQUL ISLAM 101 0628 030RAFSAN HASSAN 092 0450 530

MGT 321

ORGANIZATIONAL BEHAVIOR

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Letter of Transmittal DEC 12, 2011

Asef Hassan (Aef)

Faculty

School Of Business

North South UniversityPlot # 15, Bashundhara, Dhaka-1229

Sub: Submission of group project.

Dear Sir,

We are pleased to submit herewith our group report entitled “

” as requirements for partial fulfillment of the

course MGT 321.This report is a summary of our findings from two telecommunication

organizations in Bangladesh , namely, GRAMEENPHONE AND TELETALK. We hope it will

enhance our future critical thinking about various OB practices and establish a theoretical &

practical baseline regarding the course. If you have any questions or queries regarding the

contents of the project; we would be grateful to receive your advice. Thank you for giving us the

opportunity to have a practical knowledge about the organizations which follow various modern

ORGANIZATIONAL BEHAVIOR concepts. We are looking forward to work under your

honorable supervision in our future courses.

Thanking you,

Sincerely---

Masud Imam 101 0828 030

Md Tanvir Hassan 092 0574 530

Nafees Imtiaz 102 0009 030

Safayet Bin Taiyab 091 0875 030

Sadiqul Islam 101 0628 030

Rafsan Hassan 092 0450 530

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Acknowledgement All praise to Allah, the most gracious and the most merciful. Without His blessing and

endorsement this report would not have been accomplished. We are very much thankful for the

guidance, assistance & co operation of many helpful people on the preparation of this report. We

are especially grateful to our faculty Asef Hassan, MGT 321, for sharing his valuable knowledge

and expertise throughout the course which enabled us in producing such successful assignment

within a short period of time. Our groups combined effort, the lectures, our class notes & the

proper guidance & instructions from our respected sir guided us towards the successful

fulfillment of the group research project.

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INDEX

Topic Page no.Title page 1Letter of transmittal 3Acknowledgment 4Index 5Executive summary 6Organizational Culture 7Personality and Values 13Motivation Concepts 16Emotions and Moods 20Attitudes and Job Satisfaction 22Foundations of Group Behavior 24Understanding Work Teams 26Communication 29Organizational Change and Stress management 32Perception & individual decision making 38

Conclusion 40

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EXECUTIVE SUMMARY

This report manly focused on theoretical & conceptual analysis about the relevant Organizational

Behavior concepts of two firms in the telecom. industry of Bangladesh, namely GrameenPhone

& Teletalk. We tried our level best to ensure the purity & objectivity of the project. All the

relevant theoretical frameworks, critical analysis, application of knowledge & practice base

evidence are providing throughout the whole project report. The whole report is divided into

several segmented topic headings & when required we use appropriate talking headings.. By

browsing through the comprehensive index & the table of contents one can get the clear idea

about the research project.

Grameenphone widely known as GP, is the leading telecommunications service provider

in Bangladesh. With more than 32 million subscribers (as of June 2011), Grameenphone is the

largest cellular operator in the country. It is a joint venture enterprise. Grameenphone was the

first company to introduce GSM technology in Bangladesh. It also established the first 24-

hour Call Center to support its subscribers. With the slogan Stay Close, stated goal of

Grameenphone is to provide affordable telephony to the entire population of Bangladesh.

Teletalk Bangladesh Limited is a public limited company, registered under the Registrar of the

Joint stock companies of Bangladesh.

Total shares are owned by the Government of the Peoples Republic of Bangladesh.

Teletalk Bangladesh limited was established keeping a specific role in mind. Teletalk has forged

ahead and strengthened its path over the years and achieved some feats truly to be proud of, as

the only Bangladeshi mobile operator and the only operator with 100% native technical and

engineering human resource base, Teletalk thrives to become the true people’s phone – “Amader

Phone”.

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http://en.wikipedia.org/wiki/Call_Center

http://en.wikipedia.org/wiki/GSM

http://en.wikipedia.org/wiki/Bangladesh


ORGANIZATIONAL CULTURE

Grameenphone Vs Taletalk (an OB perspective)

In the study of organizational behavior, the various aspects of organizational culture put vital

impact in the organization’s setup objectives, norms, mission statement & the company’s goal

achievement process. So, in OB, analysis of a company’s organizational culture has important

significance. Culture is a system of shared meaning held by members that distinguishes the

organization from other organizations. There is co-relation between organizational culture &

institutionalization. Institutionalization is a condition that occurs when an organization takes on a

life of its own, apart from any of its members, & accurse immorality. So, while conducting the

research project based on organizational behavior perspective about Grameen phone & BTTB

Teletalk, we find some remarkable research outcomes about the two telecom company’s

organizational culture, which give us valuable insights to draw an effective conclusion & to pass

a meaning verdict about the organizational culture of Grameen phone & Teletalk. The Grameen

phone as a multinational telecomm company it has some strong organizational cultural

backround which makes it different from other telecomm company, specially, with Teletalk. As

Teletalk is purely Bangladeshi company, run by the government, so, obviously it has some

typical bureaucratic impact over its organizational culture, whereas,

Grameenphone is more dynamic & flexible & ensures international setup standards as a

multinational company.

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The significant differences & analytical comparison about the two company’s

organizational culture :

1. A brief discussion about 6 organizational characteristics differences :

From our observation of the two company’s organizational culture, we find some phenomenal

differences in their organizational management procedure as well as the organizational cultures.

Below some of the key points are discussed:

i) Innovation & risk taking: In Grameenphone, the company always encourages innovative ideas

& encourage employee view point & participation. But they also follow the moderate risk taking

policy. Comparing it with Teletalk, they are conservative as they have to follow the strict

government rules & regulations & work procedures.

ii) Attention to detail: In Grameenphone, the degree of expected exhibition of precision, analysis

& attention detail from employees are more positive & interactive in compared with Teletalk.

iii) Outcome orientation: In Teletalk the managements are more focused towards results or

outcomes & Grameenphone put emphasis on techniques & processes to achieve the desired

results or outcomes.

iv) People orientation: The management decisions are more authority oriented rather than

employee oriented , so work range are narrow & task focused in Teletalk. In this case Grameen

phone always maintains a qualitative balance.

v) Aggressiveness: The employees of Grameenphone are more competitive & enjoy a bit more

liberty as the promotion & the employee career development do not follow fixed ratio process. In

Teletalk the employees are more easy going as they have high job security & enjoy government

facilities.

vi) Stability : The Grameen phone’s organizational activities emphasize maintaining the status

quo in contrast to growth. The Grameen phone assures its objectivity & measures its goal

achievement & in that case Grameen phone is more stable than Teletalk.

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2. The differences in various cultural concepts: Though the 2 company have some

differences in the various cultural concepts as culture is a descriptive term & it may act as a

substitute for formalization, yet the differences are not so vast. But from our analytical

observation we identifies some of the differences for comparison:

i) The comparison in terms of Dominant culture: Here, the Grameen phone is more expressive &

express the core values that are shared by the majority of the organization’s member. One of key

observation was GP is innovative & creative idea oriented & Teletalk is more structural work

process follower. Teletalk, in terms of core value adoption they follow more predefined structure

& one of the key aspect is the employees are more group oriented rather than team oriented &

has strong bondage within the group which expresses the core value of the company in a certain

way.

ii) The comparison in terms of subculture impact: Subculture is mini-cultures within an

organization, typically defined by department designations & may be in some cases geographical

or demographical separation. For example: in GP as they are more team oriented so the grape

vine may be considered a sub culture with in their core culture. Where as In Teletalk many a

time it is pretty much the same but in terms of grape vine impact it is more individualistic as the

responsibility in various work procedure in lies to different designated employees.

iii) Core values acceptance: Core value is the primary or dominant values that are accepted

throughout the organization. For example : The Grameen phones core value is to maintain a good

quality services with high quality network coverage through out Bangladesh. & in Teletalk their

core value is to serve the mass people with the assurance of good services with relatively low

cost & thus to retain the productive growth of country’s GDP.

iv)An analysis over companies Strong culture: Strong culture is, the culture in which the core

values are intensely held & widely shared.

A related example can be : Teletalk’s strong culture is complex, time consuming, beurocratic,

authoritative, group oriented, focused work ranged,& follow fixed interval ratio where the level

of hierarchy is bigger. Where, Grameenphone’s organizational strong culture is more transparent,

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flexible, dynamic, up to date, more acceptability towards adopting modern international

concepts, not so time consuming or rapid creative decision making process, & appraisal process

is more performance & competency based.

3. The comparison in the stages of socialization process: (An analysis)

Pre-arrival: One of the pre-arrival process of GP is internship process, through which

potential employees can learn & develop their skills & competency level. Besides they

have several types of training & employs recruiting & selection programs which can help

the would be employees to adopt the organization’s cultures, values, norms easily. In

Teletalk they also have probation period & training process but it is different than GP.

Encounter: The new employees sees what the organization is really like & confronts the

possibility that expectations may diverge. In GP an employee gets ample of opportunity

to judge him/herself weather s/he is adopted & adjusted with the company or not. In that

case, company’s job description & job specification plays a vital role. Though Teletalk

has defined job description but they do not follow specific person specification

procedure.

Metamorphosis: According to organization’s policies , by adopting & implementing

necessary initiatives, both GP & Teletalk ensures the new employee changes & adjusts to

the work,work group, & organization.

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Prearrival Encounter Metamorphosis

Productivity

Commitment

Turnover


The way organizational culture forms : ( Theoretical framework)

4. The comparison in terms of learning cultures :

i) stories: It is a common traits in both GP & Teletalk is anchor the present into the past

&provide explanations & legitimacy for current practices.

ii) Rituals: Ritual is repetitive sequences of activities that expresses & reinforce the key values of

the organizations. For example: Both GrameenPhone & Teletalk celebrate their first

inauguration day & special events.

iv) Material symbols: GP does more advertising & branding than Teletalk. GP has strong & well

defined & renowned acceptable logo, office, opulence of the office furnishings etc. that is a

resemble of their well managed & strong organizational culture.

v) Language: Both GP & Teletalk use professional languages in terms of conversations &

communications.

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Philosophy of organization's

founders

Selection criteria

Top management

socializationOrganization culture


5. Comparing both the companies’ characteristics of the spiritual organization:

Work place spirituality: The recognition that people have an inner life that nourishes & is

nourished by meaningful work that takes place in the context of the community. People seek to

find meaning & purpose in their work. The desire to integrate personal life values with one’s

personal life. Work place spirituality is also concerned with helping people develop & reach their

full potentials.

Characteristics Grameenphone Teletalk

1.Strong sense of purpose 1. All the employees have the

common sense of purpose

1.Different employees have

different sense of purpose

2.Trust & respect 2.The employees of GP has the

strong connections & bondage as

the hierarchy level is relatively

flat

2. Trust & respect is well

established in between co

workers & different hierarchy

levels.

3.Humanistic work practices 3. GP is renowned for its

corporate social responsibilities

3. Teletalk is not so much

renowned for its humanistic

work practices.

4.Toleration of employee

expression

4. It is moderate within the

organization . But certain

behavior rules are strictly

monitored & followed.

4.It is moderate within the

organization .

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Summary (our findings & research outcomes):

Culture defines the boundary between one organization & others.

Conveys sense of identity for its members.

Facilitates the generation of commitment to something larger than self interests.

Enhances the stability of social system.

Serves as a sense-making & control mechanism for fitting employees in the organization.

All organizations need to be more culturally sensitive.

PERSONALITY AND VALUES

What makes Grameenphone employees more satisfied, involved and dedicated to their jobs? It’s

their personality and values which distinguishes them from other employees working in other

telecommunication organizations. Grameenphone employees are the highest qualified, well

built, smart and energetic which makes them different and superior. They are ready to face any

challenges and overcome any problems in difficult situations. All companies want highly

qualified employees but it depends on company goodwill, status etc. Teletalk could not reach

that mark to hire employees like Grameenphone. Defining personality, it is the sum total of ways

in which an individual react to and interact with others. It is a vital thing in customer care

procedure, how to manage the customer’s problem within a short period of time, giving the

customer proper attention, ways of talking to the customer and managing their problems, etc. If

we consider the Big Five personality model in judging Grameenphone and Teletalk’s employees,

we can see the differences which lacks in Teletalk’s employees.

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THE BIG FIVE PERSONALITY TRAITS

Personality Trait GRAMEEN PHONE TELETALK

Emotional Stability Training process makes more emotionally stableEmployees more self-confident

Training process does not focus on emotional stability rather focuses on performance of work

Extraversion Emphasizes on team-oriented tasks, therefore employees are more sociable, gregarious and assertive

Group-oriented, therefore outcomes are more self fulfilling

Openness to experienceNurtures creativity, imagination, sensitivity and curiosity in their work procedure

The work does not allow much creativity or imagination

Agreeableness The work environment makes employees good natured, co-operative and trusting

The work environment makes employees relatively less agreeable

ConscientiousnessThe structure of work encourages responsibility, dependency, persistency and organization

The structure of work encourages responsibility and dependency, but in a smaller scale

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Grameenphone manage their employees in adapting these qualities by training them and thus a

corporate manager of Grameenphone is highly demanded whereas Teletalk does not have good

training facilities resulting in not so skilled employees in their company.

When considering the importance of values in the employees, it is how the company sees the

employees or what position do they give their employees in the organization. Values are basic

convictions that a specific mode of conduct or end – state of existence is personally or socially

preferable to an opposite or converse mode of conduct or end – state of existence. Values are

important because they lay the foundation for one understands the people’s attitude and

motivation and because they influence our perception. Values generally influence attitudes and

behavior. Grameenphone hires people in the work force with a mixture of values while Teletalk

hires people according to the government policy which is not a good idea to take a

telecommunication business ahead, at least considering the scenario of our country. A table

consisting of dominant work values in today’s workforce is given below.

Grameenphone has employees with all value types making them more innovative and strong.

Values are important in an organization for employee’s performance and satisfaction are likely to

be higher if their values fit well with the organization.

Srategies obtained by Grameenphone are spot on and their future plan and hiring employees is

truly a success which made them the telecommunication giant in this country while on the other

hand, Teletalk has a lot to do with this staffs and making their strategic level different would

only be possible if they hire people considering their values and personality, not from

recommendation.

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MOTIVATION CONCEPTS Many people incorrectly view motivation as a personal trait—that is, some people have it, and

others don't. But motivation is defined as the force that causes an individual to behave in a

specific way. Simply put, a highly motivated person works hard at a job; an unmotivated person

does not.

Managers often have difficulty motivating employees. But motivation is really an internal

process. It's the result of the interaction of a person's needs, his or her ability to make choices

about how to meet those needs, and the environment created by management that allows these

needs to be met and the choices to be made. Motivation is not something that a manager can

“do” to a person.

As motivation is a prime factor to job satisfaction, management is willing to take initiative by

offering schemes:

Performance Bonus

Performance bonus is given to the good performers with accordance with the company rules and

management discretions as recognition of one’s performance throughout the year.

Reward and recognition

Reward and Recognition policy is introduced to award the outstanding performers, best team

performers and the best support staff.

Maslow’s Theory Application

( In context of Grameenphone and Teletalk Employee Motivation Practices)

Abraham Maslow explored a hierarchy of needs, from the most basic physical needs to the most

internal needs for self actualization, and found that individuals respond to motivation that meets

their lowest need at a particular point in time. This approach to motivation holds considerable

potential for companies willing to apply it to their personnel practices. Some major impacts of

the two theories are visible in every aspect of Grameenphone ltd. The motivation level of

employees in Grameenphone is increased by the various facilities that reflect Maslow’s needs

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http://www.lotsofessays.com/essay_search/Abraham_Maslow.html


hierarchy. As from theoretical perspective Maslow’s hierarchy of need seems to be strong in

Bangladesh Context, where people seems follow visible needs rather than preferring challenges

in the workplace in actuality results indicate employees perception toward goal is very strong.

The aim of this observation was to find out the practical impact of the most relevant motivational

theories in Grameenphone and describe in which issues these theories have made an substantial

impact.

As Maslow’s theories state that an individual will be motivated to fulfill his first need, which is

physiological needs . Grameephone seems to be strongly influenced by this part of the theory.

The minimum salary for the lowest managerial position in Grameenphone is 28,000 taka and in

the call center starting salary is 10,000 taka whereas the minimum salary for the lowest

managerial position in Teletalk is 20,000 taka and in call center minimum salary is 8,000 taka.

Maslow’s physiological needs means the biological needs human requires surviving such food,

clean water. So it is clear that a Grameenphone employee has better probability to satisfy the

biological needs as the monthly salary is higher than Teletalk and most of the other companies in

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Bangladesh. This higher salary policy has proved milestone for Grameenphone. As it offers an

handsome salary at the very starting point of career Grameenphone has been able to recruit the

most highly skilled employees. A high salaried job is much more attractive to the freshly

graduated skilled applicants. This salary philosophy (putting more money to the base salary) has

also helped them keeping the skilled productive workforce at their company. Their motivation

also increases by the paid training period which Grameenphone offers. Teletalk and most of the

companies in Bangladesh keep an unpaid training period on the other hand Grameenphone’s paid

training program are more lucrative to the trainees and it motivates them to response to the

training opportunity eagerly.

Maslow’s safety need is emphasized in Grameenphone ltd. They have included so much to make

employees more protected, secure and stable in their workplace. Grameenphone ltd is building a

pension fund for it employees. It also invests in a provident fund. 10% of the salary is paid on a

monthly basis into the fund. Employees are also entitled and covered by health and medical

insurance. This also applies to family member andin Teletalk they have relatively similar offers.

However, employees of Teletalk are not so flexible and not so responsive. Grameenphone also

provides monthly education grants for children under age of 21 to all employees. The grant is

fixed for each child. This type of financial security has made Grameenphone employees more

comfortable at their jobs. As our results suggest that the medical insurance is very useful to every

employee. They are mainly using it for their sick parents of elderly persons in the family. The

workplace has also taken into account to give the employees best safety at the place which you

can see watching their corporate head office at Bashundhara.. Sophisticated software and

computerized security system to keep the whole place from the safety of fire, theft, robbery and

any kind of unwanted event. Another issue in within the Grameenphone employees is child care

service. Around half of the employees are woman and among them around two third are married

and with little children. Over half of them missed office because of some child issues. So

Grameenphone is thinking to make this female employees more motivated by planning to

provide a child care service in the office space.

Maslow’s social need indicates love, affection, and a sense of belongingness in one's

relationships with other persons. Examples of these needs are work groups, teamwork, and

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company good relationship with co-workers. Humans are inherently social and friendly

creatures, a. Friendships are beneficial to humans at home and in the workplace, but some

employers do not realize the importance of this association. We are all aware that humans form

meaningful relationships outside of the workplace, but the value of establishing enjoyable

relations within the workplace is often underestimated. Research has shown that promoting

social interaction among employees will "increase morale and productivity."In our observation

we have found that Grameenphone requires each employee to attend in the “discussion time” of

the team work to strengthen interpersonal relationships. Also a new employee need to attend the

orientation and after that he/she stays under supervision of two or three experienced colleague

and a senior supervisor during the training period to alleviate the left out feeling of a new comer

whereas in Teletalk they just have a orientation programme which employees need to attend and

where the new employee get to know others but there is no program like “DISCUSSION TIME”

in Teletalk.

Maslow defined esteem needs as the level of fulfillment a person feels in the workplace such as

respect, prestige, recognition, need for self-esteem, personal sense of competence and mastery in

opinion, humans are egocentric, and everyone likes to be praised . This is part of this need

fulfillment. Results states at Grameenphone employees like to be appreciated and recognized for

job .This motivates them to continue working hard for the company. Performance bonuses are

given on the basis of performance in a given year. This happens after the yearly appraisal. The

reviewer (usually the immediate boss) notes down the performance of the employee on a given

set of characteristics and sends it to the MD. The MD then takes the decision on the performance

bonus. However, all decisions regarding performance bonuses by the MD needs to be approved

by the Board of Governors. Most lucrative to mention about rewarding provided by

recognition for “Employee of the Month” is made each month that drives the employee

motivation level to greater extent.

The last level of Maslow's hierarchy, the pinnacle of achievement, is the level of self-

actualization the need to grow and use one's abilities to the fullest and most creative

extent. Grameenphone offer challenging and meaningful work assignments which enable

innovation, creativity, and progress according to long-term goals. There is a saying-"What a

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man can be, he must be.” We may this need call self-actualization. According to our observation

in Grameenphone each year around 2% employee reaches this phase where they feel their

potential is truly paid off (employees who get promoted at the top level management)

EMOTIONS AND MOODS

EMOTION

Intense feelings which is directed towards someone or something.

MOODS

Feelings that tend to be less intend than emotions and that lack a contextual stimulus.

Emotions and mood is a big thing in organizational behavior.

EMOTIONAL EFFECTIVENESS

(GRAMEENPHONE VS TELTALK)

Title Grameen phone Teletalk

1.Positive

affection

Facilities in Grameen phone helps

employees keep their positive

affection going. Such as:-excitement,

assurance, cheerfulness, reduce

tiredness.

No adequate facilities to keep their

positive affection going.

2.Negetive

affection

Negative affection such as:-

nervousness, stress, anxiety seems to

be playing a little part in Gp.

Whereas, in teletalk Negative affection

looks like playing a big part.

3.Work hour

effect

Gp is very strict on their time

schedule and their holiday leaves.

Teletalk is also strict on their working

hour but a bit flexible than Gp.

4.Differtiate

from the

Different emotional aspects like

weather, stress, sleep, exercise, age,

Because it is a government job there

seems to a bit of conflict and less

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emotions source

point of view

plays a small part in employess job

performance. As, Gp has some

facilities to cop on those emotional

aspects.

facilities to get rid of emotional

aspects.

5.Presence of

displayed

emotions Vs felt

emotions

In Gp employees have to face

displayed emotions more. Because

the professionalism plays a bit part

there. As, there is no place for

emotions.

Professionalism is also part in

Teletalk but a bit more flexible

comparing it to Gp.

6. Reward for Ei As in Gp employees are trained

properly that they can cope with

their emotion and show their

emotional intelligence.

In Teletalk employees are not trained

for emotional intelligence.

7. OB

applications in

emotions and

moods.

Selection, decision making,

creativity, motivation leadership,

negotiation, customer service, job

attitudes plays a big part in Gp.

Whereas in Teletalk these factors are

also considered very highly.

We discussed what factors can affect employees emotions and moods. Every organization should

focus on these factors and provide all the facilities need to raise the productivity of their

employees

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ATTITUDES AND JOB SATISFACTION

GrameenPhone is currently the leading telecommunication operator in Bangladesh and there are

reasons why they are superior from rest of mobile operators. Teletalk is in a much lower rank

than Grameenphone for several reasons. The reasons might be for poor management, lack of

investment, workplace environments, employee satisfaction, strategies and planning etc. In this

part, we will explain the attitudes in workplace and job satisfaction between Grameenphone and

Teletalk.

The three components of attitude describe the employee performance of Grameenphone and

Teletalk, they are cognitive, affective, and the behavioral component. The statement “my pay is

low” is a description of cognitive component of an attitude – the aspect of an attitude that is a

description of or belief in the way things are. It sets the stage for the more critical part of an

attitude – its affective component. Affect is the emotional or feeling segment of an attitude and is

reflected in the statement “I am angry over how little I’m paid.” Finally the behavioral

component of an attitude refers to an intention to behave in a certain way toward someone or

something, to continue the example, “I am going to look for another job that pays better.” These

entire factors affect employee working in Teletalk for it is a government owned company

whereas Grameenphone is a foreign company and the salary of an employee in Teletalk is much

less than an employee paid in Grameenphone.

The major job attitudes that affect the telecommunication industry are Job satisfaction, Job

involvement, and Organizational Commitment.

a) Job satisfaction describes a positive feeling about a job, resulting from an evaluation of

its characteristics. A person with a high level of job satisfaction holds positive feelings

about his or her job, while a dissatisfied person holds negative feelings. When people

speak of employee attitudes, they usually mean job satisfaction. In Grameenphone, job

satisfaction is very high along with the employee’s morale which motivates them to work

harder for the company and take it further while in Teletalk, the job satisfaction in not as

high compared to Grameenphone and employee morale in Teletalk is quite low.

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b) Job involvement measures the degree to which people identify psychologically with

their job and consider their perceived performance level important to self-worth. Another

closely related concept is psychological empowerment, which is employees’ belief in the

degree to which they influence their work environment, their competence, the

meaningfulness of their job, and the perceived autonomy in their work. In

Grameenphone, they nurse their managers and believe that good leaders empower their

employees by involving them in decisions, making them feel their work is important, and

giving them discretion to “do their own thing.” Teletalk is way more behind in these

cases and the decisions are only made by the high officials resulting in a lack of job

involvement for the employees.

c) Organizational commitment is a state in which an employee identifies with a particular

organization and its goals and wishes to maintain membership in the organization. So,

high job involvement means identifying with your specific job, while high organizational

commitment means identifying with your employing organization. There are three

separate dimensions to organizational commitment. Affective commitment – an affective

commitment is an emotional attachment to the organization and a belief in its values.

Continuance commitment – it is the perceived economic value of remaining with an

organization compared to leaving it. Normative commitment – it is an obligation to

remain with the organization for moral or ethical reasons. These things are very much

needed in an organization and employees in Grameenphone have strong organizational

commitment and bonding and they represent their company in a very special way due to

the employee commitment to the organization. Again, in this field, the government

owned Telecommunication Company is behind as they do not have sufficient number of

customer care centre, lack of recharging outlets etc. The main factor is, Teletalk lacks

representatives as organizational commitment is very low.

d) There are other factors too like perceived organizational support, employee engagement,

core self – evaluations, customer satisfaction etc. Perceived organizational support is

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the degree to which employees believe an organization values their contribution and cares

about their well – being. Employee engagement is an individual’s involvement with,

satisfaction with, and enthusiasm for the work he or she does and core self evaluations

defines the bottom – line conclusions individuals have about their capabilities,

competence, and worth as a person. Grameenphone has all these qualities in their

employees who make them superior and takes them one step ahead to be the superior

giant in the telecommunication field. Their main strategy is customer satisfaction by

strengthening their network and the network coverage for which customers does not have

too many complains about Grameenphone although their call rate was a bit higher than

the other mobile operators. On the other hand Teletalk had lower call rates but poor

network coverage which was one of the major factors of customer dissatisfaction.

FOUNDATIONS OF GROUP BEHAVIOUR

GROUP

When two or more people works together for achieving a particular objectives and they remain

interacting and independent , then they form a group.

As from our studies, we came to know that, an organizations success heavily depend on the

group performance of the employees of that firm. Group work is modern theory which has

bought revolutionary changes in the output of an organization. So, from the organizations point

of view it very important to give preference to group work rather than individual work. Every

organization should encourage group work. Group work is beneficial from every angle as it can

be very effective is doubling the out of both an individual and organization.

Here are our findings on foundations of group behavior in Grameen phone and Teletalk.

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TITLE GRAMEEN PHONE TELETALK

1.Presence of

group

In Gp the preference of group work is

special.

In Teletalk group work is also demanded

but not as Gp.

2.Formal group

Vs Informal

group

Gp’s most of the work is done in form of

formal group.

In Teletalk most of there is done in form

of informal group.

3.Imporentance

of Task group

Working as a form of task group is mostly

preferred.

There is not much preference of task

group working in teletalk.

4.“THE FIVE

STEP MODEL”

VS “THE

PUNCTUATED

-EQULIBRIUM

MODEL”

Groups that work on Gp mostly follow the

five step model. Which they believe is the

best way to go.

But in Teletalk they follow “THE

PUNCTUATED-EQULIBRIUM

MODEL”.

5.Group

property: Roles

In Gp, employees are very well trained. So,

that they can identify their own roles in the

group work.

Because no such training is arranged so,

employees have to take their role by

themselves.

NORMS Acceptable standards of behavior is

maintained in Gp.

Things are almost similar in Teltalk too.

STATUS Status process is very common in their

group activities.

In Teletalk things are similar.

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UNDERSTANDING WORK TEAMS

GRAMEENPHONE

In GrameenPhone, every department has a work team with a team leader and under one team

there are some executive who continuously works for the betterment of their organization as well

as their goal which has been set up earlier by the top level officers. The executives never

compromise with the quality of their tasks and they give the best service to their customers. They

have a team leader in every department like IT, Marketing, Customer Service etc. inside the

organization the employees are having a very friendly environment with each others. Whenever a

new employee joins the company he/she is treated as a member of the family and the authority

provides adequate training to that employee.

TELETALK

There are also some executives under one leader. But there is lack of command among the

leadership of the team leaders. Leaders are not that much effective as the other telecom

companies of Bangladesh such as Grameen Phone, Banglalink, Airtel, Citycell, and Robi. Their

chain of command has not been changed in time. It is still weak as before. If there was

accountability, the work environment and service would have been much better than the past.

Sometimes social loafing occurs inside the organization.

The comparisons that make GrameenPhone more different from others are:

Focus on Employee satisfaction through meetings and their Quality maintaining

The Organizational Structure is so strong and simple.

Fully digitalized, paperless, clean and green office environment.

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Extra benefits, salary, compensation and other facilities inside the office and outside both are so high.

SIMILARITIES AND DIFFERENCES

Quality GRAMEENPHONE TELETALK

Adequate Resources More than Sufficient Not Enough

Leadership Very Strong Very Weak

Work Environment Friendly Not Friendly

Trust Have it in each other Inadequate

Rewards Rewards can be arranged

based on individuals

performance

No Rewards like performance

appraisal

Abilities of the Members Have technical expert team,

problem solving team,

decision making team and

interrelation team.

Decision making team, expert

team

Problem solving team are not

that much strong as others

Personality of the members Friendly, experienced, skilled,

conscientiousness

Not friendly, sometimes

experience and skill lacks,

Performance High Low and medium

Facilities Incentives, reward, maternity

facility, day care

No rewards for extra ordinary

performance

Skills Very high Low

GRAMEENPHONE: Being the best telecom company in the country GrameenPhone has got

the best work environment among all other organizations. All of the employees of the

organization are well experienced and skilled compared to others and it has made them the best.

Their chain of command is very strong and inside the organization there is a very friendly

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environment among the seniors and juniors. They have the capabilities of solving out any sort of

problems related to the given task. They also have the best corporate house in the history of

Bangladeshi telecom industry and it has got lots of modern facilities. The employees have the

ability and wish to perform work independently. They can also different skills and talents. Their

goal is to be succeeded in every step of their job.

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TELETALK: Teletalk is the first Govt. oriented telecom company in Bangladesh.. The internal

performance of the company is not up to the level. There is no tendency among the employee to

compete with the other telecom companies of the country. Inside the organization the employee

are not free enough with each other’s so that they can’t express their opinion regarding anything

related to their jobs. The training given to the employees are not sufficient and they are not

updated enough to compete with others. All these things establish the differences between

GrameenPhone and Teletalk.

COMMUNICATION

Communication process refers to the steps between a source and a receiver that result in the

transfer and understanding of meaning.

Both GrameenPhone and Teletalk divide its communication process into three sectors as follows:

Communication with the customer

Communication in the organization

Communication with the dealers or agents

DIRECT METHOD

GRAMEENPHONE TELETALKThe direct method are shown below through

which Grameen phone get connected with

customers:

*111*# all time get to any

information

121 hot line service:

The following methods are applied by

Teletalk:

General Information 1234

Help line 444 Message service & Email contacts

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Message service & Email contacts

Customer Management centre

Customer Management centre

INDIRECT METHOD

Both Grameenphone and Teletalk communicate with its subscribers through indirect method by

level 3 communications, where a two way, face to face verbal communication does not occur.

Only written or printed documents or photo images are circulated on bill board and

advertisements are telecast on television and so on. As a result, instant feedback is not available

in this process. Thus the company informs their facilities of sim card to subscribers. The indirect

method are given below:

Advertisement on television

Advertisement on bill board

Advertisement on newspaper.

Advertisement on internet.

COMMUNICATION SYSTEMS

External System:

This system is used to control individual and group behavior and to achieve organizational goals.

Some elements of external system are following:

Business letter

Report writing

Business proposal

Memorandum report etc.

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Internal System

The internal system develops as people interact within the formal, external system and certain

behavior patterns emerge, patterns which accommodate social and psychological needs. In

internal system, both formal and informal elements of communication are used which are

following:

Grapevine

Face to face communication

PABX

Mobile

Letter etc.

By conducting survey we are able to reach this point that the communication skill of Grameen

Phone is really overwhelming, whereas in Teletalk communication has to be improved by a great

margin as “Business communication skill is important for a business to achieve its

organizational goal”.

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ORGANIZATIONAL CHANGE & STRESS MANAGEMENT

(AN OB PERSPECTIVE)

GRAMEENPHONE VS TELETALK

Introductory remarks: In today’s era of competitive business, organizational change & stress

management is one of the vital issues . It directly or indirectly put impact on any organization’s

overall productivity & work procedures. So, today’s modern companies are more aware about

stress management & organizational change. There are some forces which are mainly the causes

of organizational change. So, identifying those forces & planning the company’s policy

effectively within the framework is now a great concerns. From our research , based on 2

company Grameenphone &Teletalk, we find that they also have some policies regarding

organizational change & employees stress management. From our observation while conducting

the research we gain some valuable insights about the two company Grameenphone & Teletalk.

Grameenphone recognizes the changes but they do not appreciate any drastic changes. On the

other hand Teletalk also follow the dilatory process in decision making while concerning to any

valuable policy changes. Grameenphone categorizes 2 types of changes, & these are :

i) Planned change : Activities that are proactive & purposeful. Grameenphone’s intentional &

goal oriented activities are this type.

ii)Unplanned change : mainly unplanned changes occurred when immediate necessary initiatives

are taken which are not so major.

In comparison to Teletalk they are also pretty much the same, but they are less likely to adopt

any unplanned change, in this case they are not as flexible as Grameenphone while decision

making process are concerned. Below some concepts about stress are discussed which are vital

in the study of a company’s organizational beahviours.

Stress: A dynamic condition in which an individual is confronted with an opportunity,

constraint, or demand related to what s/he desired & for which the outcome is perceived to be

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both uncertain & important. Both Grameenphone & Teletalk take necessary initiatives to lower

the job pressures |& stress. On this regard Grameenphone always try to ensures the work life

balances to reduce the stress. Teletalk think they also gives sufficient vacation to their

employees which elevate the employee job satisfactions.

Challenge stressors : Stress associated with workload, pressure to complete tasks & time

urgency.

Hindrance stressors : Stress that keeps one from the goals, for example : red tape. It many a

time cause greater harms than stressors.

Sources of resistance to change : ( A theoretical frame work) :

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Organizational resistance

1. Threat to estublish resource

allocation

2.Structural inertia

3.Limited focus of change

4.Group inertia

5.Threat to expertise

6.Threat to established power

relationship.


The significant differences & analytical comparison :

1.Lewin’s 3 step change model : ( A theoretical concepts ) :

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Individual resistance

1.Selective information processising

2.Habit

3.Security4.Economic factors

5. Fear of the unknown

Unfreeze Move Refreeze


2. Kotter’s Eight-step plan : (Evaluating lewin’s 3 step model) : To implement change :

Title Grameenphone Teletalk

1. Establish a sense of

urgency

1. It is more positive about it. 1. It is relatively less, in this

case.

2.Form a coalition 2. They form a strategic

coalition in long term decision

making process

2. In special case they also

form coalition to get the job

done effectively. Otherwise, it

is more hierarchy oriented.

3. Create a new vision 3. As it is a well known fact

that, Graqmeenphone has clear

mission statement, but when

necessary they also follow &

adapt new themes when

opportunity arises.

3. Teletalk also has their own

development visions but in

this case they are relatively

moderate.

4. Communicate the vision 4. Grameenphone

communicates their visions

strongly.

4. Teletalk does not follow

that type of

formalities strictly.

5.Empower others by

removing barriers

5. According to the

designation Grameenphone

believes in employee

empowerments

5. The empowerment process

is not as adopted life

Grameenphone.

6. Create & reward short time

wins

6. Grameenphone is very

famous for this as a

multinational telecomm

company

6. Teletalk also rewards their

employees , but it is not as

rapid & intense like GP. It is a

pretty much time consuming

process.

7. Consolidates, reassess, 7. Moderately agreeable. 7. Moderately agreeable

8. Reinforce the change 8. They follow both the direct

& indirect approach

8. They are pretty much

follow the direct approach.

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3. Managing stress : ( An analytical comparison of Grameenphone & Teletalk’s work

initiatives) :

Individual approach :

Title Grameenphone Teletalk

1.Implementing time

management

1.Grameenphone efficiently

control the time management

system

1. Teletalk follow moderate

amount of time management.

2.Relaxation training 2. Grameenphone ensures the

relaxation in their training

process.

2. Teletalk also ensure

relaxation training

3.Expanding social support

network

3. The peers, co-workers ,

subordinates, bosses, etc.

create a social bondage &

network & have great

understanding & correlation

3. Their social support

network is not as inter active

as Grameen phone

Organizational approach :

Topic Grameenphone Teletalk

1. Improved personnel

selection & job placement

1. Grameenphone ensures the

improved quality of personnel

selection & job placement

1. Teletalk also working on it

gradually

2.Training 2. Their training process is

versatile & practical

2. Their training process is

more structured & typical

3.Use of realistic goal setting 3.Grameenphone set realistic

& achievable goals

3. Teletalk’s setup objectives

is many a time based on

government budgets

4. Redesigning of jobs 4. It redesigns its job

according to the necessity

4. Do not often change their

job designs but if want to

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change then it is a dilatory

process

5.Increased employee

involvement

5. It always positive towards

employee involvement

5. More of a authoritative &

individual assigned task

oriented

6.Improved organizational

communication

6. GP always try to be up to

dated

6. They follow more of a

formal communication

channels

7.Offering employee

sabbaticals

7. In one calendar year they

design various types of

employee sabbaticals

7. They also have different

types of employs sabbaticals,

& enjoy various government

holidays which many a time

Grameenphone employees do

not have.

8.Establishment of corporate

wellness program

8. Grameenphone is famous

for its corporate social

responsibilities

8. They have very few

corporate wellness programs.

Summary (our view point regarding the topic):

Both Grameenphone & Teletalk should adopt new & modern concepts in controlling

organizational changes & stress management.

Organization & within them must undergo practical, adaptable & dynamic changes.

In both the company managers & high level work force are the primary change agents

&modifiers of organizational culture.

Both the company recognizes the importance of stress management procedures.

It is our perception and believe that despite possible improvements in job performances

caused by stress, such improvements come at the cost of increased job dissatisfaction

Perception & individual decision makingPage | 37


Perception is a process by which individuals organize and interpret their sensory impressions in

order to give meaning to their environment. What organizations perceive can be substantially

different from objective reality.

Improving Creativity in Decision Making

Creativity is the ability to produce novel and useful ideas.

Three component model of creativity

The proposition that individual creativity requires expertise, creative thinking skills, and intrinsic

task motivation.

a) Expertise: In general, GrameenPhone hires human resource with who possess greater

expertise in doing their job. Experts are attracted by GrameenPhone by higher salary,

better working conditions, good work-life balance, greater scopre for career development,

etc. In Teletalk, there a people who have great knowledge and experience of the related

telecom. Work, but they are not motivated to give their full effort due to many reasons.

b) Creative thinking skills: GrameenPhone is cautious in their hiring process and they make

sure that their workforce includes personnel who have the ability to use analogies, and

the talent to see the familiar in a different light. Grameenphone’s products and services

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CREATIVITY

CREATIVE SKILLS

TASK MOTIVATIONEXPERTISE


do reflect the creativity of their employees. Teletalk, the government owned organization

does not encourage much creativity, which again is reflected in their product quality and

network facilities. Innovative concepts are rarely seen in Teletalk’s outputs.

c) Intrinsic task motivation: Employees in GrameenPhone undoubtedly have the greater

intrinsic task motivation, because they have the desire to work on something because the

task is interesting, involving, satisfying, or personally challenging. From our observation,

we did not find much reason to conclude that Teletalk’s workforce love their work-

which is a vital expression of task motivation. There is not much accountability- you get

paid at the end of the month whether you do your accurately or not, hence there is a lack

of personal challenges.

CONCLUSION

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By comparing & analyzing the two company’s organizational behaviour we find some

significant similarities & differences, though we put emphasis on the differences & the analytical

comparison. From our research outcome we can say that Grameenphone is more dynamic,

flexible, versatile, in their work process. Grameenphone is modern & follow international

standards, whereas Teletalk is more bureaucratic &depends more on hierarchical process, so they

are not as productive as Grameenphone. Besides, their main motto is to retain & maximize

income of the nation from telecomm sector while providing society oriented service rather than

being profit motive.

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Documents

Organizational Behavior- Comparison Between 2 Companies