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Khondoker Afiz Ishtiaq 073 712 030
Md. Salahuddin 082 012 030
Shuvra Chowdhury 072 416 030
Abdulla Al Imran 071 611 030
Kaushik Ghosh 072 489 030
School of Business
North South University
3
Group 04
Group Members
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Presentation Topic
Performance Management System ofGrameenphone Customer Service Department
4
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Customer Service Department ofGrameenphone (Contact Center
Hotline 121 )
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About
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Establishment:
On the Independence Day of Bangladesh
in March 26, 1997
Network Coverage:
Over 12,000 base stations in more than
6000 locations and they cover 98%.
Customer:
28.7 million subscribers as of October
2010
Overview of Grameenphone
Shuvro Chowdhury
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Ownership
Telenor (55.8%)
Grameen Telecom Corporation (34.2% )
Shares Holders 10%
Telenor
Grameen
TelecomShareHolder
Overview of Grameenphone
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Employee:
Over 5000 employee.
Contact Center:
First 24-hour Call Center to service the customers and come up
with all their problems.
7am to 11:59pm for human available.
After 12am to 6:59 for automated service)
Overview of Grameenphone
Shuvro Chowdhury
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Company Mission
Connecting Bangladesh with ease and
care
Being user-friendly
Providing value for money
Providing simple and timely connections
Having a right and understandable
process
Overview of Grameenphone
Shuvro Chowdhury
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Be RespectfulCompany Values
Keep Promises
Be Inspiring
Make It Easy
Overview of Grameenphone
Shuvro Chowdhury
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Contact Center
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Receive voice call
Value added services
Help Subscribers
Automated customer service
24 hours a day
7am to 12pm
Contact Center Work
Abdul Al Imran
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Contact Center Service
customer managers help customers
Listen any complaints
provide information
Make purchase decision
Cal 121
Abdul Al Imran
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Contact Manager Work
Available in working time
Behave good toward the customer
Identified exact problem
Responsible to help the customer
Flexible in their work environment
Ability to work under pressure
Abdul Al Imran
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PerformanceManagementSystem
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Performance Management system
Performance management is
the process of creating a work
environment or setting in which
people are enabled to perform
to the best of their abilities
Performance management is a
whole work system that begins
when a job is defined as needed.It ends when an employee leaves
your organization.
Khondoker Afiz Ishtiaq
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How Grameenphone Contact Center Measure Their Performance
Every 20 to 25 customer manager has a Team leader.
There is a target for customer manager and which is they
have to achieve in a given time frame.
On the basis of these data people & process department
measure the customer manager performance
And this target helps them to evaluate the customer.
The team leader also rating his group member by giving
number regarding their target that how many or how much
his or her group member success to meet their target.
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Measuring employee performance
They measuring employee performance by giving some
target.
For example: MCA, WT & EDGE
And employee have to fulfill their target in a month
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Determining pay & promotion decision
At the end of month they measuring their performance
on the given target for each employee.
And then they get incentive on the basis of overallperformance and the minimum target that they achieve.
Best performer awarded by head of contact center.
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Determining training & development needs
If an employee do not achieve their target
then there is a plan for the training session for that
particular employee to improve his or her self
for instance, they take few days for that employee to
improve that employee performance during the
employee office hour. That session name is SPECIAL
ASSIGNMENT.
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Performance appraisal method
To measure performance they use GRPHICAL RATING
SCALE:
They rate their employee out of 5 marks:
MCA
WT
EDGE
SQI
ADHERENCE
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Training session
If employee didnt achieve his target or do not give
the good service:
Then people & process department arrange a
training session of that particular employee
And they arrange that training session for group
of people who are suffering in a same problem.
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Management by objective
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MBO (Managing by Objective)
They have a single instruction & guide line for each
employee (Specific)
They have to achieve a target in a month so their work
can be measure (Measurable)
Their target is in their limit so its achievable.
(Achievable)
The target is fulfilled by the employee so its realistic.
Their target should achieve in a month so there is a time
frame.
Kashik Ghosh
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MBO problems solution
MBO has three problem but contact center success
to solve that problem by this way:
They give a clear goal to every one that each of
them have to achieve that.
They are using specific software which helps them
to find out the result of each employee.
Every one get their incentive on the basis of their
performance so that conflict doesnt arise here.
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Appraiser
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The Appraiser
Supervisor:
There are minimum ten manger working under one SERVICE
MANAGER
And the manger initially evaluate each member in his or her
team Service Manager:
Then SM evaluate the manager team performance and
submit the report to head of contact center
Head of contact center:
Head of contact center see the report and submit to the
people & people process department for arranging the
reward session for the month.
md. Salahuddin
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360 Degree Feedback
360-Degree
Head of
Contact Center
ServiceManager
Manager
md. Salahuddin
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Thank you !