N orthern University Bangladesh Report On Communication Process Of Formal Company

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Business Communication

Topic:- REPORT ON COMMUNICATION PROCESS OF A FORMAL COMPANY.Company:- GRAMEEN PHONE LTD. (GP)

Supervised ByMd. Anisuzzaman FahadLecturer in Management

Department of Business Administration

Submitted To:Department of Business Administration

Northern University Bangladesh

Submitted By:Section- AA

Sl No Name ID01 S.M. Al-Shahriar 120304790

Group Name: Orchard

Submission Date: 04-04-2013

Letter of Transmittal4 April, 2013Md. Anisuzzaman Fahad

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Lecturer in ManagementDepartment of Business Administration

Northern University Bangladesh

Subject: Submission of Internship report.

Dear Sir,

With due respect, I would like to inform you that I have completed the internship report on communication process of Grameen Phone. It is immense pleasure for me because I have successfully completed this report by receiving your continues guideline as a supervisor.

I have endeavored to prepare this report from my level of best to accumulate relevant & insightful information about the Grameen Phone. If I am included any wrong information in unconsciously so please forgive me as your student. It is a great experience for me to make this report. I have tried to make the report comprehensively with in the schedule time & limited recourse.

I make to ensure you that if you have any query about any matter collecting information regarding this report so please ask me and I will best try to answer you.

Sincerely your’s.............................................S.M Al-ShahriarID: 120304790BBADepartment ofBusiness AdministrationNorthern University Bangladesh

Letter of Authorization

4 April, 2013

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Md. Anisuzzaman FahadLecturer in ManagementDepartment of Business Administration

Northern University Bangladesh

Subject: Declaration regarding the validity of Internship Report

Dear Sir,This is informing you that the ‘Internship Report’’ I have prepared through my own idea & previous report preparing concepts. I make to ensure you that I don’t copy this report from other reports. I have collected relevant information to prepare this report from Grameen Phone Ltd and BTRC. And I obtained an experience to prepare this about GP.It will be helped to establish career in future.

I would highly appreciate if you would kindly give me authorized permission to the internship report.

Sincerely your’s.............................................S.M Al-ShahriarID: 120304790BBADepartment ofBusiness AdministrationNorthern University Bangladesh

Acknowledgement

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At the beginning, I would like to pay my gratitude to almighty God because he has blessed me the chance to complete my internship successfully. I want to express my gratitude and thanks to my Internship instructor, Md. Anisuzzaman Fahad,(Assistance Professor), Faculty of Business Northern University Bangladesh. He gave me continuous support and guidance to prepare this report successfully. I would also like to thank Md. Hasan (DGM, Public Relations) Syed Shawakat Imam (Specialist, Corporate Communications) Kaiser A Mozumder (Customer Manger) & Mohammad Abdul Kader Jilani (Jr. Officer Sells). I would also like to thank Mr. Saifuddin (Ass: Officer of sells) for the support that they have provided me information’s to complete this report. Last but not the least; I would like to thank our Faculty of Business Studies for giving me this wonderful opportunity to learn about the external business world. This will work as a guideline for me to work in practical field in future.

DECLARATION

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I declare that no portion of the work referred to in the report has been submitted in support of an application for another degree or qualification of this or any other university or other institute of learning. Further, all the work in this dissertation is entirely my own, unless referenced in the text as a specific source and included in the bibliography and references.

Executive SummaryA dependable Communication system is essential for attracts consumer and operation of the public and private sectors specially the tale-communication where

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competent customer service has become the defining factor for good business. Grameen Phone being seasoned user of these Information technologies since its operation has brought about a momentous transformation in its tale-communication operations. The company has already introduced online communication service. With introduction of these state of the art new technologies, the company is also keen on improving its security standards as well protection and maintenance of these assets, which are important for tale-communication’s sustainability. In order to ensure safety communication, the company has worked out an ICT Policy to provide direction to members of the company’s computer user community regarding safe and responsible use of technology resources and the responsibilities they have for protecting and efficiently using such resources. The Disaster Management Team is responsible for providing overall direction of the data center recovery operations. It ascertains the extent of the damage activates the recovery organization and notifies the team leaders. Its prime role is to monitor and direct the recovery effort. It has a dual structure in that its members include Team Leaders of other teamsTheir aim to satisfy all consumers, regardless of how big or small they may be. Individuals are counseled on the best type of packages suitable to them such as Shohoj, Apon, Amontron, Business solution, Nischanta etc. Apart from the conventional mobile networking operator GP strives to introduce an array of products and services and already launched a number of consumer Packages with the aim of popularizing consumer networking operator and offer higher return to its consumer.As a consequence of the fast integration of technologies as Internet, Intranet, Extranet, and ecommerce, GP’s ICT-infrastructure is moving towards more openness to the outside world and as a consequence is becoming more vulnerable for security threats. That’s why focus and responsibility concerning security has become even more and more important. The Computer crime and security surveys show that attacks come from inside as well as from outside the organization and bring along large costs. Especially unauthorized access and laptop and mobile theft becomes a enormous expense for the companies during the last few years. Because of these large costs, companies became more and more aware that they not only deal with a technical problem but also with a management problem. To tackle this management problem, it is quite important to communicate properly with GP’s all management people. GP must have a strong communication process to identify the critical resources and their weaknesses so that they can be protected in the right way.

In today's rapidly changing business world Business Communication department has to play a very critical role in any organization. Either it concerns to the hiring

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or firing of employees or it relates to employee motivation, the business communication department of GP now engages in a very central role, not only to formulating policies, but also in streamlining the business process(es). Business Communication set up strategies and formulates policies with the help of information systems to ensure that the desired goals and objectives are met on the right time.

Table of Contents1.0 Introduction

Topic No Topics Name Pages No.

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Business Communication 1Company Brief idea 4

1.1 Research Question 51.2 Research Objectives 51.3 Methodology 51.4 Limitation of the report 6

2.0 Background of the company

Historical background of the company 7

Ownership Structure 9Awards and recognition 10Report for 2012 11Aim 13Mission 13Vision 13 Social Initiatives 14GP Organogram & Management 16

2.1 Products 172.2 DEPPERTMENT OF THE COMPANY 24

3.0 Finding and Analyses

3.1 Finding 253.2 Analysis Grameen Phone Limited 33

4.0 Conclusion & Recommendation

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4.1 Conclusion 344.2 Recommendation 35

5.0Appendix

5.1 Survey Questionnaires for the report 36Customer Service Points 39

5.2 Mobile Phone Subscribers in Bangladesh 405.3 Bibliography 41

1.0 Introduction:○ Business Communication:

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“Business Communication is the transfer of business information from a sender to a receiver with a view to making it understandable to the latter.”

○“It is the exchange of business information and the transmission of meaning”.

In our definition of communication, we see that three conditions are necessary for communication to take place.

First, there must be at least two persons (sender and receiver) involved in communication.

Second, there must be some information to be communicated.

Third, an attempt must be made to transmit this information

According to Gary Dessler, “Communication is the exchange of information and the transmission of meaning”. According to Elliot Jaquer, “Communication is the sum total of directly and indirectly, consciously and unconsciously transmitted feelings, attitudes, and wishes”. Accordingly to Murphy and Peck, “Communication is a two-way process of exchanging ideas or information between human beings”. According to R.S Davar, “Communication is the process of meaningful interaction among persons in an

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organization, resulting in meanings being perceived and understandings affected among such persons”Communication involves seven steps:- Thought, Encoding Transmission Reception Decoding Understanding Feedback.

In the case of feedback the receiver acts as the sender and the steps are repeated.

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Thought

Feedback

Noise

DecodingUnderstanding Reception

Encoding Transmission of message

--------------------------------------------------------------------

--------------------------------------------------------------------

--------------------- ---------------------

Sender

Receiver

The Communication

○ Company brief idea:

Bangladesh is one of the developing countries in South East Asia. It is starving to

continuous growth in its economy. Though Bangladesh is one of the world's

poorest nations with nearly half its 160 million population surviving on less than a

dollar day. Around 70 percent depend on agriculture to make their living but it has

tremendously established some industry which is contributing the majority portion

of GDP. Mobile phone industry has emerged as a key driver of the cash-strapped

nation's economy, creating nearly 440,000 jobs and adding 950 million dollars to

gross domestic product (GDP). The mobile phone industry in Bangladesh employs

437,900 people directly and indirectly. These are well-paid jobs with salaries many

times the national average. They have also contributed to develop country

infrastructure and developing socio economic condition of the society. It has

connected the people through advanced technology and through exchanging

information life and business become easier to the people. Mobile industry played

a vital role to develop the economy. Over the last two to three years, the number of

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mobile subscribers in Bangladesh has been more than doubling on an annual basis.

With the momentum that has been developed on the back of the government's

deregulation process, the growth is likely to continue. The entry of new operators

into the market has certainly helped to further boost the competitive environment.

There are 6 mobile companies playing this vital role. According to Bangladeshi

Telecommunication Regulatory Commission (BTRC) the mobile companies have

covered 97.389 million subscribers at the end of January 2013.

1.1 Research Question: a) What is the communication process of Grameen Phone?b) How much successful is Grameen phone’s communication process?

1.2 Research objective : In the report there are some objective researches such as:-

To understand their communication process.

To analyze their present communication process’s success

1.3 Methodology :In this report, the analytical descriptive methodology is applied. The survey was on

20 employees of Grameen Phone limited in the middle level management, and top

level management of their customer care center. The study is based on primary and

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secondary data. The major part of the data is primary in nature. Both primary and

secondary data sources were used to generate this report. Primary data sources are

informal discussion with employees who were directly involved in such activities

and observation while working in different desks.

Primary information: I have collected the primary information by the questionnaire

survey of the different sector of the company because corporate governance can

eliminate the overall organization.

Secondary information: I have collected data through the browsing the web site to

the internet about this topic and collected some extra information. Also I have

communicated with the high official of the selected organizations.

1.4 Limitation of the report:-

Few data is available in online about the company.

All of the officers were so busy that it was tough to collect information from

them.

Some upper level officer of the company didn’t cooperate to give data.

The most important limitation of the study is the collection of information.

Because most of the information are confidential. So they don’t want to

disclose them.

Traffic jam also one important limitation for the report.

Only One month is not enough to understand the overall communication process of all tale-communication sectors.

GP’s policy of not disclosing some sensitive data and information for obvious reason posed an obstacle to the practical orientation that could be very much useful.

Non-availability of data and information that are more recent on different activities of GP: BRTC was a great difficulty to depict the actual and up-to-date business position of company.

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The branch employers were too busy to provide me much time for interview. I had no experience of internship. So inexperience is one of the main

constrains of the study.

2.0 Background of the company :

Grameen Phone Ltd. has stepped into its 16th year of operation, having completed its 15th year

on March 26, 2012. It is the leading telecommunications service provider in the country with

more than 30 million subscribers as of March 2012. Grameen Phone has been recognized for

building a quality network with the widest coverage across the country while offering innovative

products and services and committed after-sales service.

Historical background of the company :

Grameen Phone (GP) is the largest cell-phone operator in Bangladesh. GP was given the cellular

license in 28th November 1996 by the ministry of Posts and Telecommunications. Later in

March 26th 1997, they offered their service in Dhaka city and gradually covered the entire

country. GP, in collaboration with Grameen Bank, is aiming to place one phone in each village

to contribute significantly to the economic uplift of those villages. GP’s basic strategy is

coverage of both urban and rural areas. In contrast to the “island” strategy followed by some

companies, which involves connecting isolated islands of urban coverage through transmission

links, GP builds continuous coverage, cell after cell. While the intensity of coverage may vary

from area to area depending on market conditions, the basic strategy of cell-to-cell coverage is

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applied throughout GP’s network. GP employ’s a large number of employees who are young,

dedicated and energetic. GP knows that the talents and energy of its employees are critical to its

operation and treats them accordingly.

The technology used by GP can only be described as state of the art. GP’s Global System for

Mobile or GSM technology is the most widely accepted digital system in the world, currently

used by over 300 million people in 150 countries. GSM brings the most advanced developments

in cellular technology at a reasonable cost by spurring severe competition among manufacturers

and driving down the cost of equipment. Thus consumers get the best for the least.

GP is best known for its service rather than its low tariff and value added services. GP believes

in service, a service that leads to good business and good development. Telephony helps people

work together, raising their productivity. This gain in productivity is development, which in turn

enables them to afford a telephone service, generating a good business. Thus development and

business go together.

As a result GP is delivering the digital revolution to the doorsteps of the poor and unconnected.

By being able to connect to urban areas or even to foreign countries, a whole new world of

opportunity is opening up for the villagers in Bangladesh. Grameen Bank borrowers who provide

the services are uplifting themselves economically through a new means of income generation

while at the same time providing valuable phone service to their fellow villagers. The telephone

is a weapon against poverty.

Grameen Phone Limited, the number one and leading mobile phone company in the area of

telecommunications in Bangladesh. Of four mobile operators, GP managed to grab 61% of the

market share only by providing cost-effective & best service available in the market of mobile

telecommunication. GP has made its expansion not only in the urban areas, but also it stretched

its network in the rural areas for the economic empowerment of the rural people. Grameen Phone

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has made a special arrangement with Grameen Telecom, an affiliate of Grameen Bank in

providing the cellular services in the rural country.

GP believes Excellency in its service towards its subscribers. It is growing and at the same time

being competitive. To keep up this upward trend and leading position absolute dedication to

understanding and fulfilling their customer needs with the appropriate mix of standard service,

reliability, improved technology and skilled as well as dedicated manpower is necessary.

Ownership Structure:The shareholders of Grameenphone contribute their unique, in-depth experience in both telecommunications and development. It is a joint venture enterprise between Telenor (55.8%), the largest telecommunications service provider in Norway with mobile phone operations in 12 other countries, and Grameen Telecom Corporation (34.2%), a non-profit organization of Bangladesh. The other 10% shares belong to general retail and institutional investors. The technological know-how and managerial expertise of Telenor has been instrumental in setting up such an international standard mobile phone operation in Bangladesh. Being one of the pioneers in developing the GSM service in Europe, Telenor has also helped to transfer this knowledge to the local employees over the yearsThe international shareholder brings technological and business management expertise while the local shareholder provides a presence throughout Bangladesh and a deep understanding of its economy. Both are dedicated to Bangladesh and its struggle for economic progress and have a deep commitment to Grameenphone and its mission to provide affordable telephony to the entire population of Bangladesh. TelenorGrameen TelecomTelenor is emerging as one of the fastest growing providers of mobile communications services worldwide with ownership interests in 12

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mobile operators across Europe and Asia. Telenor is organized into three business areas; Mobile operations covering 12 countries, and Fixed-line and Broadcast services covering the Nordic region.

Awards and recognition:

"GSM in the Community" Award by GSMA in 2000

"Commonwealth Innovation Award" in 2003

"Best Use of Mobile for Social & Economic Development" category in 3GSMA Global Mobile Award, 2007

"Best Brand Award" by Brand Forum in 2007

First "Telecom Asia Awards" 2008 "Asian Telecom Innovation of the year".

"3GSMA Global Mobile Award", 2008 in the category of "Best Use of mobile for social and economic development"

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Grameen phone and Huawei for "Building a Greener Mobile Network"

"Best Brand Communication for 2009

Best Employer 2010 by BDJOBs

Report for 2012 :2012 for Grameenphone Ltd. at a glance• 2G license renewal for next 15 years from Nov’11• BDT 91.9 billion revenues, 3.2% annual growth• 40.0 million Subscription base with approximately 41% subscription market share• Net profit after taxes BDT 17.5 billion with 19.0% margin and BDT 12.96 EPS• BDT 12.6 billion investments for network quality and capacity Grameenphone Ltd. reported BDT 91.9 billion revenues for 2012 with 3.2% growth from 2011. Competitive market throughout the year and regulatory tariff directives in the 2nd half of the year led to a slowdown in top line growth compared to previous years. In 2012, revenue growth was driven by higher usage and contributions from non-voice services e.g. SMS, data/internet & VAS. Wholesale business and Grameenphone IT Ltd. also contributed to the revenue growth, demonstrating promising trends for future profitability.During the year, GP acquired 3.5 million new subscriptions, taking the year-end subscription base to 40.0 million with approximately 41% subscription market share. Regulatory directive on new SIM registration process involving SIM activation after subscriber identification verification has posted a dent in industry subscription growth in the 2nd half of the year, reflected by the mobile market contraction for three consecutive months starting from October 2012.“It is my immense pleasure to inform our Shareholders that we have obtained our renewed 2G license for the next 15 years. This has paved the way for our relentless effort in providing quality telecommunication services for an inclusive growth of the country”, said Vivek Sood, CEO of Grameenphone Ltd. He added, “During the year, we also managed to retain our leadership position in the competitive landscape through need based innovative market offerings and various operational excellence programs, aimed towards generating healthy profitability for our shareholders”.

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The number of active internet users increased by 60% to 6.3 million at the end of 2012 from 3.9 million a year ago. This was mainly driven by small screen mini-pack users. Revenue contribution from this potential segment also increased aided by market offerings through various campaigns and promotions. “Internet Utshab” arranged in collaboration with “The Daily Prothom-Alo” in educational institutes across the country has created a hype among the new internet users.Superior network strength, being one of the strategic pillars of Grameenphone, was consolidated with further investment in the improvement of its quality and capacity. During the year, 650 sites have been rolled out enhancing both coverage and quality. Voice and data core network of Grameenphone is already equipped for any technological advancement.Net profit after taxes for 2012 was BDT 17.5 billion with 19.0% margin compared to BDT 18.9 billion with 21.2% margin of 2011. Lower net profit for this period was mainly due to recognition of amortization cost of renewed 2G License, notional interest cost on payments of 2G License renewal fees and interest payments on borrowings. Underlying net profit excluding above impacts, however, shows positive development from last year as a result of continuous cost efficiency measures and top line growth. EBITDA margin for the year 2012 was 53.1%, at the same level of 53.5% for 2011.As a result, Earnings per share (EPS) for the year 2012 stood at BDT 12.96 compared to BDT 13.99 of 2011. For the fourth quarter of 2012, EPS was BDT 3.42 compared to BDT 4.81 for the same period of 2011.GP invested BDT 12.6 billion during 2012 for network capacity and quality enhancement in addition to the investment recognized for renewed 2G License. With this, GP’s cumulative investment since inception now stands at BDT 213 billion. Meanwhile, GP, the largest taxpayer of the country, paid BDT 63.6 billion to the national exchequer during the year 2012 in the form of taxes, VAT and duties, including BDT 10.8 billion as the second installment of 2G renewal and spectrum fees. This sum up GP’s accumulated contribution to the national exchequer to BDT 309 billion since its inception. As part of regulatory update for 2012, directives given by Bangladesh Telecommunication Regulatory Commission (BTRC) on tariff structure and SIM registration process had negative impact on both revenue and subscription growth for the entire industry. Regarding VAT on 2G license payment, implementation of the resolution from the intra-ministerial meeting is not yet in place.The Board of Directors of Grameenphone Ltd. have recommended final dividend for the year 2012 in cash at the rate of 50% of the paid up capital (i.e. BDT 5 per share of BDT 10 each) based on the decision taken at the Board Meeting held on 10 February 2013. With this, the total cash dividend stands at 140% of paid up capital (i.e. BDT 14 per share of BDT 10 each) for the year 2012 (including 90% interim cash dividend i.e. BDT 9 per share that was paid in August 2012). The Shareholders as of the record date of 20th February 2013 will be entitled for this final dividend, which is subject to the Shareholders’ approval at the 16th AGM to be held on 10th April 2013.Corporate CommunicationsGrameenphone Ltd.Phone: 9882990Detail Financial Statements are available at: http://investor-relations.grameenphone.com

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Aim:

The right and contemporary use of technology is the key to the progress of a nation. Keeping this in mind, Grameenphone always brings the future proof technology in order to facilitate your progress.

The possibilities in this new world are immense and someone as bright as you should not be behind in anyway. At the end of the day, all the individual progresses accumulate to the progress of the beloved motherland.

Grameenphone promises you to bring the best of communication technologies so that you can Go Beyond.

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Mission:Leading the industry and exceed customer expectations by providing the best wireless services, making life and business easier

Vision:We exist to help our customers get the full benefit of communications services in their daily lives. We want to make it easy for customers to get what they want, when they want it. We're here to help.

GP’s Values:

Make It Easy Keep Promises Be Inspiring Be Respectful

GP’S Brand Promise:

Go Beyond

Social Initiatives

Community Information Center

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The Grameenphone Community Information Center is a shared premise where rural people may access a wide-range of state of art services such as Internet, voice communications, video conferencing and other information services. This initiative by Grameenphone is in line with the company's objective to serve local community needs by:

Bridging the "digital divide" by providing information access to rural people - Alleviating poverty

Educating the underserved and underprivileged on information-based services - Building local entrepreneurships and improving capacity - Creating employment opportunities for the unemployed youth

CICs are a unique business model that has won appreciation from the International community, such as from the Washington Post, from UNDP, as well as the blessings of several International bodies like Katalyst and the GSMA.

The pilot project started in February 2006 with 16 CICs; today the project has become a massive operation with over 500 CICs operational in nearly 450 Upzilla's.

The short-term plan of this initiative is to establish at least one CIC in each of the 462 Upazilla's. In the long-run Grameenphone plans to increase the number of CICs substantially so that very CIC can support the information needs of four adjacent villages.

Village Phone

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The Village Phone Program, also started in 1997, provides a good income-earning opportunity to more than 210,000 mostly women Village Phone operators living in rural areas. The Village Phone Program is a unique initiative to provide universal access to telecommunications service in remote, rural areas. Administered by Grameen Telecom Corporation, it enables rural people who normally cannot afford to own a telephone to avail the service while providing the VP operators an opportunity to earn a living.

The Village Phone initiative was given the "GSM in the Community" award at the global GSM Congress held in Cannes, France in February 2000.Grameenphone was also adjudged the Best Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002.

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2.1. Products:

XploreXplore is a postpaid connection and is available with Mobile to Mobile with BTCL connectivity. BTCL incoming is absolutely free in Xplore.

NishchintoGrameenphone prepaid package comes with this Package. It offers you flat rate of 15 paisa per 10 second for 24 hours and 20% Instant money back facility on local voice call usage.

BondhuThis package with the highest number of F&Fs allows you to talk to your near and dear ones at the lowest rate.

Amontron"Amontron" is the new attractive price plan from Grameenphone which gives you the opportunity to talk to any other operator at a call rate of 11 paisa per 10 second (24 hours).

ShohojGrameenphone prepaid connection where you will be able to talk to any operator number at a flat rate.

Spondon“Spondon” is the new attractive price plan from Grameenphone which gives you the opportunity to “Pay only as much as you will talk”

AaponYou can talk to over 37 million Grameenphone numbers at a very low rate of 13 Paisa per 10 second.

SmileThe Grameenphone Smile prepaid connection now gives you more freedom, more opportunities and more reasons to smile!!

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djuiceNew djuice price plan from Grameenphone Ltd. is designed with the Youth in mind!

My ZoneActivate MY ZONE and enjoy up to 86% discount on call rate!

What's New?

100 SMS at BDT 5!

Enjoy 100 SMS bundle at BDT 5 only!

Night Time Special Call Rate

Enjoy 7 Paisa/10 Sec. & 7 Paisa/SMS to any GP number from 12 am to 8 am!

Discount on Air Tickets!

Discount on Air Tickets from NOVOAIR Limited only for GP STARs!

GP Introduces Wi-Fi Blue Zone!

Grameenphone introduces Wi-Fi service in the designated “Wi-Fi Blue Zone"!

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Xplore new features

Enjoy New and exciting features of Xplore postpaid!

Nokia Lumia EXCLUSIVELY for you!

Feel Extra Special this Valentine’s Day with Nokia Lumia EXCLUSIVELY for you!

Special Call Rate for NISHCHINTO

Enjoy local voice tariff of 11paisa/ 10 seconds to any mobile number!

Discount on Samsung SIII & Note II

Enjoy 12% discount on Samsung Galaxy SIII and Samsung Galaxy Note 2!

100% Instant Bonus Everyday!

Enjoy 100% instant bonus talk time every day!

It's Time to Return!

It’s time to return!

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5 Bundle Offers for You!

Choose your bundle of Talk-time, SMS, Internet data & MMS!

Dine Like a STAR!

Enjoy complementary meal and dine like a STAR!

GP Brings Symphony B2 Handset

Grameenphone and Symphony bring Symphony B2 handset!

Exclusive Smartphone Offer

Brand New Smartphone with Grameenphone Internet Magic, EXCLUSIVELY for YOU!

Nishchinto - New Startup Connection

Getting a new GP connection is better than ever before!

Go On Talking!

Recharge BDT 25 or more and enjoy the special call rate of 7 paisa/10 second!

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25 Paisa Offer

Talk with everybody at the lowest ever rate of 25 paisa!

Internet Minipack Double Dhamaka!

Get 100% bonus on every Minipack 1 MB activation!

Clear Cut Message

A Clear Cut Message from Grameenphone

GP Offer

Check your SMS inbox for ‘GP offer’

10 F&F in Bondhu Package!

Now more F&F and more freedom in Bondhu Package!

Simply remember 123!

Just dial 123 and get different services from a single port, you don’t need to memorize so many short codes!

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GP APP - Mobile Self Service

Self-Service now on your mobile! Download GP App on your phone to manage GP Services from one single place in more convenient way.

Micro SIM for Smartphone and Tab

Micro SIM for your Smartphone and Tab!

GP Game Store

Enjoy Grameenphone's GP Game Store

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GP Offer:

Grameenphone has always strived for bringing the very best offers for its subscribers that will suit their telecommunication needs. Based on individual subscriber’s interests and mobile behavior we are now designing attractive and customized offers as well. As it is obvious that people will have different preferences, likings and disliking, a generalized offer cannot fulfill individual needs completely.

A lot of efforts are put in place to find out the best possible offer that suits best for subscribers’ usage pattern. These offers are sent to subscribers’ mobile phone through a specific SMS, which is called “GP Offer”. We have been sending the “GP offer” SMS to our valued subscribers for quite some time with attractive offers. Subscribers need to follow the instructions of the “GP offer” SMS to avail the offer. The offers can be of different types; Voice, VAS or Data. There are no eligibility criteria to have GP offer. Any active GP subscriber based on current usage can get attractive offers from GP offer masking. So, if you see any SMS in your SMS inbox under the name “GP offer”, there might be an attractive offer waiting for you. For any additional support subscribers can call 121 (hotline) also.

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2.2. DEPPERTMENT OF THE COMPANY:

Grameenphone’s Different Divisions and Department In recent times’ management has brought a change in the organizational structure in view of need of time. Currently Grameenphone has 11 divisions and 5 departments to run its operations smoothly. The divisions are: Customer Management Division

Finance Division

Information Technology Division

Sales and Distribution Division

People and Organization Division

Fiber Optic Network Division

Regulatory and Corporate Affairs Division

Technical Division

Projects Division

New Business Division

Marketing Division

The departments are independent from any divisions. The names of 5 departments are: Administration Department

Revenue Assurance and Fraud Management Department

Information Department

Internal Audit Department

Legal and Compliance Department

There are also two projects running under observation of Deputy Managing Director. The projects are independent of Projects division. These are, CHQ Project and Efficiency Project. Among them the respective directors head ten divisions. Marketing division is leaded by a deputy director. A General Manager leads Information Department. He has to report direct to the Managing Director. Head of supply chain management has to report directly to the director of Finance Division. This responsibility is added recently to the Director, Finance Division.

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3.0 Finding and Analyses:

3.1 Finding:At the time of survey, 30 questions were asked to the employees. There were 12 male employees and 8 female employees co-operate the survey by answering the questionnaire. Male employees were middle of 26 to 40 years old. Female employees were middle of 26 to 33 years old. In the questionnaire, all questions were related to the communication.

Survey find that, some employees are facing language problem but some of 20 employees not facing the problem. There is a chart for showing the result of “Understanding Language”.

There 14 employees understand the Language but 2 employees are not understood and 4 employees stay neutral.

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The employees get upper level order to do their job/work. But understanding the order is vary. That’s means all employees are not able to understand the order. At the time of survey, asked them that, do you face any problem to understand the upper level order? There the chart about their answer:-

11 employees are not facing any problem to understand upper level order but 4 employees said yes. And 5 employees are neutral.

Feedback, the employees are so conscious to feedback. They also get feedback from others employees. At the time of survey, they were asked about get or give

Feedback from others. There is a chart which is indicating their answer.

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The chart is showing that, 17 employees get or give feedback. But 3 of 20 employees take the side of neutral.

The survey questionnaires asked them about their communication between different areas of their company. They answered the question. Some of them agree that they have good communication and some of them strongly agree that this is good. Some employees were neutral. But none did not take the side of disagree or strongly disagree. The result chart is next:-

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Result is that 7 employees agree that is good, 11 employees strongly agree that is good. 2 employees keep neutral.

They are using some mediums to communicate each other’s. The questionnaires asked them about Telephone, Email, and Video Conference. Their answer chart is next:-

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There 80% of 20 employees answered Telephone is more successful for communicating. 10% of 20 employees said email. And 10% said Video Conference.

They were asked about that can the present communication process touch yours company Goal? They gave some different answer from each other’s. There the answered chart:-

65% of 20 employees were stay at the side of strongly agree. 20% were only agreeing. 15% take neutral option. But no answers in disagree or strongly disagree option.

Good communication in group work is important for a best communication process. The company has a communication in group work and research question asked them that do you have good communication in group? They answered and the answer chart is next:-

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Here, 11 of 20 employees were stay at the side of strongly agree. 6 were only agreed. 3employees take neutral option. But no answers in disagree or strongly disagreed option.

They also rated their present communication process in star system in questioners. The rated chart is bellow:-

Here, 11 employees rated as 5 stars category, 6 employees rated as 4 stars category and 3 employees rated as 3 stars category the present communication process of Grameen Phone Ltd.

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High rank officer often have to communicate with their subordinates. This tropic is very

important for a company to maintain their communication process. Chart is given bellow:-

SA A NN DA SDA0

2

4

6

8

10

12high rank officer communicate often

Here, 10 of 20 employees were stay at the side of strongly agree. 3 were only

agreed. 2 employees take neutral option. But 3 answers in disagree and 2 were stay

at strongly disagreed option.

Language is the most important thing in the communication process. Language

problem has effect on whole communication system. Chart is given blew:- Not facing language problem to communicate

10; 50%

5; 25%

2; 10%

1; 5%2; 10%

SAANNDASDA

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Here, 10 of 20 employees were stay at the side of strongly agree. 5 were only agreed. 2 employees take neutral option. But 1 answers in disagree and 2 were stay at strongly disagreed option.

Satisfaction with staff support to resolve one’s most recent problem is an important object in communication process. It helps to create strong relation between all employees in the company. Chart shown bellow:-

Satisfied with Staff supports to resolve your most recent problem

8; 40%

4; 20%

2; 10%

3; 15%

3; 15%

SAANNDASDA

Survey found that, 8 of 20 employees were stay at the side of strongly agree. 4

were only agreed. 2 employees take neutral option. But 3 answers in disagree and 3

were stay at strongly disagreed option

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3.2 Analysis Grameen Phone Limited :

• Grameen Phone Ltd. Has a good looks to emphases its internal communication

system.

• Grameen Phone Ltd. Renewed the old communication system of it’s brand.

• Internally the Company’s employees communicate to each other’s by their

renewed communication process.

• Their Communication varied on employee’s skills, educational background, and

experience of working for the organization.

• Mainly, for the internal communication, they use Telephone to communicate

with employees.

• Secondly they are using email to send letter, order and files.

• They have a good work plan for going to their goal.

• The employees of the Grameenphone Limited have a very little problem in

understanding language. In a word, they 95% of employees have no problem to understand in order, which is different in language.

• Feedback is important to make any kind of best communication for a

communication process. The company communication process has a good image about the Feedback.

• Board meeting is so important to maintain a good communication between

employees. In the company the board meetings are held in due time.

• They also have a good communication between employees in different area.

• Their internal communication is enough for them to do their work

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4.0 Conclusion & Recommendation:

4.1 Conclusion:It was very difficult for me to complete the report on

“Communication Process of Grameen Phone Limited”. Because,

it is the largest telecom service provider in Bangladesh. The

company’s communication system is updated from other

company. Their system is quite different from other Telenor

International company. The company uses the present

communication system by keeping accordance with Bangladesh

environment and others telecom sectors. They have to follow

some rules and regulation of BTRC to maintain communication

internal as well as external.

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4.2 Recommendation:

After critically observing and analyzing the assigned topic, I would like to focus

and mention appropriate recommendation, which would increase the priority of the

topic and ensure a smoother communication between the employees.

They can change their all old system of communication such as one Meeting

in a month.

They are depending on telephone for communication. But they can change it

to internet based such as email, video conference and etc.

Some of their employees have problem to understand communicating

language and upper level order. The company can start a program to make

them perfect to understand language and order.

They have no communication with others telecom companies in Bangladesh,

which is also important for a smoother communication in internal and

external.

After all they have to improve their all sides to maintain a good internal

communication. Such as technologically.

There should be more GPC at the southern side of the capital city. If there is more grameenphone center (GPC) is all over the rural area then service will be easier, satisfactory time consuming and also quality service. Like it has to be one stop solution.

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5.0 Appendix:

5.1 Survey Questionnaires for the report:-

Sl.No. Questions Answers

1) Indicate you gender.□ Male□ Female

2) Which range includes your age?

□ 18 – 25 years old□ 26 – 33 years old□ 34 – 40 years old□ 41 – 50 years up

3) Do you face any problem to communicate with your Colleagues?

□ Yes□ No□ Sometimes

4) Are you satisfied with your present official Communication process?

□ Satisfied□ Dissatisfied□ Neutral

5) Are you agreeing to that, you are facing language problem to communicate to each other?

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

6) Do you agree to that, you face problem to understand the upper level order?

□ Yes□ No□ Neutral

7) Which communication medium is more successful than others?

□ E-mail□ Telephone□ Video conference

8) Are you satisfied with Staff supports to resolve your most recent problem?

□ Satisfied□ Very Satisfied□ Dissatisfied□ Very Dissatisfied□ Neutral

9) Do you get or give feedback?

□ Yes□ No□ Neutral

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10) Do you agree to that, the Communication process is sound?

□ Satisfied□ Very Satisfied□ Dissatisfied□ Very Dissatisfied□ Neutral

11) How often the official meeting is held?□ Once a week□ Once in half month□ Once in a month

12) Do employees have to pay any penalty when they are taken any wrong decision?

□ Yes□ No□ Seldom

13) How to communicate to one department to others department?

□ Over the phone□ Over the email□ Both□ None of them

14) Do you have any better communication process/system, which is going to use in near future?

□ Yes□ No□ Neutral

15) Do often high rank officers communicate with other colleagues?

□ SA□ A□ NN□ DA□ SDA

16) How many times you get training for improving your skill to communicate?

□ One□ Two□ Three□ Four□ Five

17) Are you agreeing to that, the present communication process is the best for touching the business goal?

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

18) Rate your Communication Process on the following attributes—

□ 5 stars□ 4 stars□ 3 stars□ Neutral

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19) I am kept well informed about my groups Plan and Progress.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

20) I am kept well informed about company Plans and Progress

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

21) There opportunities available to me to express my ideas and upper management.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

22) There is a good communication in my group.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

23) There is a good communication between employees in different areas of the company.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

24) I am kept well informed by upper management on what’s going on in the company.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

25) Considering everything, how satisfied are you with the amount of quality of communication in the company.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

26) I am satisfied with amount of information I receive about what is going on my company.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree

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□ Neutral

27) Work activities are fairly distributed in my department.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

28) My department gets the support from other department.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

29) Over all, I receive enough communication to be able to do my job.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

30) Over all this is a great plane/process to work.

□ Agree□ Strongly agree□ Disagree□ Strongly disagree□ Neutral

Customer Service Points:

DivisionDistric

tThana Name Address

Dhaka Dhaka New market

Mobile Shop-302-303, Level-3, Multiplan

Centre, 69-71 New Elephant Road,

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DivisionDistric

tThana Name Address

Care Dhaka

5.2 Mobile Phone Subscribers in Bangladesh:

The total number of Mobile Phone subscribers has reached 97.389 million at the end of January 2013The Mobile Phone subscribers are shown below:

Operators Active Subscribers

Grameen Phone Ltd. (GP) 40.336Orascom Telecom Bangladesh Limited (Banglalink) 25.610

Robi Axiata Limited (Robi) 21.136Airtel Bangladesh Limited (Airtel) 7.148Pacific Bangladesh Telecom Limited (Citycell) 1.509

Teletalk Bangladesh Ltd. (Teletalk) 1.650Total 97.389

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* Subscribers in Millions* The above subscribers' numbers are declared by the mobile operators

5.3Bibliography :

1. Northern University Bangladesh Fall Internship guideline.

2. Abdul Awal khan & Dr. M.A. Taher (2012) BUSINESS

COMMUNICATION AND REPORT WRITING

3. Grameen Phone Annual report 2012

4. Grameen Phone online(2013) About Grameen Phone at

http://grameenphone.com/index.php?

(Accessed: 30 March 2013)

5. Helal Uddin Ahmed Ruhel (DM), Monika Ahsan, Ashraful Amin Call management center, Grameenphone. Personal Interview

6. http://investor-relations.grameenphone.com

(Accessed: 27 March 2013)

7. www.Grameenphone.com

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(Accessed: 31 March 2013)

8. http://www.btrc.gov.bd/newsandevents/

mobile_phone_subscribers.php

(Accessed: 30 March 2013)

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