THE JOB SATISFACTION OF GRAMEENPHONE

A report submit to the faculty of BBA in Part fulfillment of requirement of final examination In Business Communication

Prepared and Submitted byNAME RIAN, MAMUN AL MASUD HAQUE, A.Z.M. SHAMIMUL KAMAL MD RAKIB ID 08-11150-2 08-11157-2 08-11430-2

COURSE INSTRUCTOR:

MR.RUHUL, AZAD AMIN

American international University of Bangladesh

AIUB

MR.RUHUL, AZAD AMIN Department of BBA The School Of Business American International University- Bangladesh. Sub: Letter of Transmittal. Dear Sir, It gives us immense pleasure in presenting this report which was assigned to us as a partial fulfillment of the course of the creative writings. This assignment gave us the opportunity to have an in-depth knowledge about job satisfaction. We have tried our best to fulfill the requirement of the report thorough writing. This report is now very priceless to us as it helped to gain experience how a job satisfy properly and it also gave the chance to know the practical knowledge about on the topic. We must mention here that we are extremely grateful to you for your valuable guidance, tireless effort and constant attention as and when required. We will be pleased to answer any sort of query you think necessary as and when needed. Thanking you Respectfully yours, RIAN, MAMUN AL MASUD HAQUE, A.Z.M. SHAMIMUL KAMAL MD RAKIB 08-11150-2 08-11157-2 08-11430-2

Acknowledgment
First we want to thank to our respective course instructor MR.RUHUL,AZAD AMIN. For his co-operation despite his busy schedule, he was always there to guide us whenever we needed help, his keen insight, advice and suggestion have helped us to improve our report. His guidelines have enabled us to complete the report which is extremely important for our course business communication. . We would like to remember the smiling face of all the people who give us their valuable time. All in all it was a wonderful experience to work as a team in doing the study and preparing this report on such an important issue. Last but not the least we are also grateful to some of our friends and well wishers who inspired us to give a information of this report.

Table of contents

Introduction ----------------------- 6 History ----------------------------- 7-8 Company profile ------------------ 8-10 Job responsibilities --------------- 11 Job satisfaction ------------------- 12-15 Benefits ---------------------------- 16 Recommendation ---------------- 17 Conclusion ------------------------ 18 Appendix ------------------------- 19

INTRODUCTION

Grameenphone

(Bengali:

widely

known

as

GP,

is

the

leading

telecommunications service provider in Bangladesh. With more than 27 million subscribers (as of October 2010), Grameenphone is the largest cellular operator in the country. It is a joint venture enterprise between Telenor and Grameen Telecom Corporation, a non-profit sister concern of the internationally acclaimed microfinance organization and community development bank Grameen Bank. Telenor, the largest telecommunications company in Norway, owns 55.8% shares of Grameenphone, Grameen Telecom owns 34.2% and the remaining 10% is publicly held. 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

HISTORY OF GRAMEENPHONE

The idea of providing wider mobile phone access to banana areas was originally conceived by Iqbal Quadir, who is currently the founder and director of the Legatum Center for Development and Entrepreneurship

at MIT. He was inspired by the Grameen Bank microcredit model and envisioned a business model where a cell phone can serve as a source of income. After leaving his job as an investment banker in the United States, Quadir traveled back to Bangladesh, after meeting and successfully raising money from New York based investor and philanthropist Joshua Mailman, and worked for three years gaining support from various organizations including Nobel Peace Prize laureate Muhammad Yunus of Grameen Bank and the Norwegian telephone company, Telenor. He was finally successful in forming a consortium with Telenor and Grameen Bank to establish Grameenphone. Quadir remained a shareholder of Grameenphone until 2004. Grameenphone received a license for cellular phone operation in Bangladesh from the Ministry of Posts and Telecommunications on November 28, 1996. Grameenphone started operations on March 26, 1997, the Independence Day in Bangladesh. Grameenphone originally offered a mobile-to-mobile connectivity (widely known as GPGP connection), which created a lot of enthusiasm among the users. It became the first operator to reach the million subscriber milestone as well as ten million subscriber milestone in Bangladesh. November 28, 1996: Grameenphone Ltd. received cellular license by the Ministry of Posts and Telecommunications of Bangladesh. March 26, 1997: Grameenphone launched its service on the Independence Day of Bangladesh.

June 1998: Grameenphone started its services in Chittagong, the second largest city and the port city of Bangladesh. Cell to cell coverage between Dhaka-Chittagong was established. 1999: Grameenphone started its service in Khulna, the industrial city of Bangladesh. Also cell to cell coverage between Dhaka and Khulna brought a number of other districts under coverage. 2000: Grameenphone started its services in Rajshahi, the education city of Bangladesh. Service also started in Sylhet and Barisal and thus all six divisional headquarters got the cellular network coverage for the first time Bangladesh. August 2003: Grameenphone's subscribes base has become more than one million. Grameenphone became the first operator in the country to reach the million subscribers. November 2005: Grameenphone registered more than 5 million subscribers. November 5, 2006: Grameenphone crosses the 10 million subscriber mark after almost ten years of operation. September 20, 2007: Grameenphone reaches 15 million subscribers mark. June 2008: Grameenphone reaches 20 million subscribers landmark. On the November 16, 2006 GP formally changed its logo to match its parent company Telenor's logo. According to GP the new logo symbolizes trust, reliability, quality and constant progress. The name Grameenphone was kept as part of the new identity because the name Grameenphone carries with it all of the heritage, success and values of the company's past, added the then CEO of Grameenphone Erik Aas.

COMPANY PROFILE

Type: Limited Industry: Mobile Telecommunication Founded: 1997 Headquarters: GPHOUSE, Basundhara, Baridhara, Dhaka-1229, Bangladesh. Key people: Tore Johnsen, CEO Products: Telephony, EDGE, GSM Revenue: 891Million USD Net income: 6,403.8 Million Taka Parent: Telenor 55.8%, Grameen Telecom 34.2% & Public 10% Website: www.grameenphone.com

VISION

To be leading provider of telecommunication services all over Bangladesh with satisfied customers and shareholders, and enthusiastic employees.

MISSION

GrameenPhone Ltd. aims at providing reliable, widespread, convenient mobile and cost effective telephone services to the people in Bangladesh irrespective of where they live. Such services will also help Bangladesh keep pace with other countries including those in South Africa region and reducing her existing disparity in telecom services between urban and rural areas

10

RESPONSIBILITIES OF THE JOB

Provide onestop quality Customer Service over phone to ensure positive customer experience.

Proactively aware / inform customers regarding products / service.

Sale through inbound and outbound contacts.

Capture customer insights and escalate critical issues / complaints and provide timely feedback.

Maintain targeted KPI on a regular basis.

Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention and acquisition. In this way enhance GrameenPhone's brand image.

11

JOB SATISFACTION Compensation and benefits

Employee compensation refers to all forms of pay or rewards going to employees and arising from their employment. Compensation has two main components: Direct financial payments Indirect financial payments

Direct financial payments: Direct financial payments pay in the form of wages, salaries, incentives, commissions and bonuses. Indirect financial payments: Indirect financial payments pay in the form of financial benefits such as insurance, vacations. Employees of Grameenphone get better basic payment than the other telecommunication company of our country. Grameenphone gives medical and transportation facilities to their employees. Employees get more commission and bonuses in Grameenphone than the other telecommunication company. Employees enjoy government holidays and vacations during their employment. Grameenphone maintain some insurance policies for the betterment of their employees but they don't want to publish these policies publicly.

12

Motivation
Motivation is a general term applying to the entire class of drives, desires, needs, wishes and similar forces. Motivation is the state of an individuals perspective which represents the strength of his or her propensity to exert effort toward some particular behavior. There are various programs and activities that are being organized to attain employee motivation. Grameenphone provides both financial and non-financial means of motivation as well as other motivation programs are followed here. Some of the most highlighted programs are mentioned below: Boithok: A monthly program named Boithok is arranged where randomly selected employee meet the CEO and the CEO rewards employee of the month. Long-Service Recognition: Employees completing 5 or 10 years employment with Grameenphone Ltd. are recognized and rewarded through a gala ceremony. Recreational program and Sports events: Annual picnic, Celebration of Pohela Baishakh, Movie shows, Family Day, BadmintonCricket-Table Tennis etc tournaments are held for employees. Internal Value Creation: There is also survey conducted to check employee satisfaction, engagement and motivation. Actions are taken for individual team and leaders according to the result derived from the survey. Team effort: Individual team effort and organizational innovative initiatives are constantly being taken to ensure work-life balance, health, safety, security of employees and other relevant aspects. 13

Performance Evaluation
Performance evaluation is formal determination of an individual's job-related actions and their outcomes within a particular position or setting. In financial trading, its objective is to assess the extent to which the individual added wealth to the firm and/or its clients, and whether his or her achievement was above or below the market or industry norms. Its also called performance measurement.

The major aims of Performance Evaluation are to: Collect and disseminate information relative to performance aspects Promote interdisciplinary flow of technical information among researchers and professionals Serve as a publication medium for various special interest groups in the performance community at large.

Insurance Coverage
GP has been giving insurance coverage under ALICO Silver plan to its employees. It is implemented for confirmed employees, their spouses and their children. To come under health insurance umbrella, children have to meet two criteria- below 23 years old and unmarried. The benefits include the followings: General medical illness claim - Medical - Surgery Maternity claim Children claim

14

Promotion
Promotions traditionally refer to advancements to positions of increased responsibility. Most working people look forward to promotions which usually mean more pay, responsibility and job satisfaction. For employers promotions can provide opportunities to reward exception performance and to fill open positions with tested and loyal employees.

On the other hand Grameen Phone makes their promotion decision based on their employees performance, job scope enhancement, talent management, succession planning etc. This promotion process is not always a positive experience for either employee or employer. Unfairness, arbitrariness or secrecy can diminish the effectiveness of the process. So, decision should be taken effectively regarding promotions.

15

BENEFITS
The term benefits are indispensable part in todays competitive Human Resource Management. Most companies offer today a wide variety of benefits, especially larger companies. Among these benefits some of the benefits are compulsory. There are many major categories of benefit plans like mandatory security, voluntary security, and financial service, social & recreational service. Some forms of benefits and services which are common in Bangladesh are health benefit, gratuity, pension, housing facilities, loan allowance, telephone allowance, car service etc. On the other hand Grameen Phone said that they have clear policy manual which is easily accessible by all employees. They also have regular awareness session, induction programmer for communicating the employees on these aspects.

16

RECOMMENDATION

17

CONCLUSION

18

APPENDIX

http://www.grameenphone.com http://en.wikipedia.org/wiki/Grameenphone http://www.bangla2000.com/BusinessWorld/Company_Profile/grameenphone/gram eenphone.shtm http://www.grameenphone.com/mobile-lifestyle/information

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