Working report on Performance Management System, Customer Service Department, Commercial Division, Grameenphone, Ltd.

PRESIDENCY UNIVERSITY
COURSE CODE INT 495 SUBMITTED TO DR. TARUN TAPAN DHAR ASSISTANT PROFESSOR MOAZZAM HOSSAINS SCHOOL OF BUSINESS PRESIDENCY UNIVERSITY, BANGLADESH SUMMER 2011

Presented by: Md. Abul Hasnat ID# 081091025

Company Overview
March 1997 Started operation on the independence day of Bangladesh Market Leader in Telecommunication industry of Bangladesh More than 1.5 lacs people working with Grameenphone

More than 4,800 direct employees working in this company

1500 employees in Customer Service Department FY 2011 ( till 3rd Quarter) Gross Revenue: BDT 82.5 Billion (Approximately)

Ownership Structure

Market Share of Grameenphon e (44%) (June, 2011)

Prepaid
Aapon, Bondhu, Shohoj, Djuice Adjusted, Ekota, BS prepaid, Roaming(SMS)
Postpaid Xplore, Business Solution, Roaming (Standard)

Voice

Value added Service

Voice Chat, Sports, News, Music Radio, Welcome Tune (PRBT) etc
Business Contact Centre Health line, Study line

Products and Services of GP

Data Package
P1 P9 Value Added Service Vehicle tracking Service (VTS)

Data Service (EDGE) Blackberry BES BIS E- Care service SELF CARE

Organogram
CEO Tore Jenson

CFO

Rehman Shamsi

CMO Arild Kaale

CHRO Haroon Bhatti

CTO Tanveer Mohammed

CCO Kaji Monirul Kabir

CCAO Mahmood Hossain

Head of Customer Service Yasseer Mahmood Khan

Description 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 Grameenphones brand image.

Performance Management System Project Part

Performance Measurement Units of Customer Service

Company Mission Division objectives Department KPI Segment KPI
SALES

Team/ manager KPI Individual KPI

VAS & EDGE

ADHERENCE

SQI

KPI

Sales

Adherence

SQI (Service Quality Index)

Performance Management System Feedback and Evaluation

Appraisal
Fulltime permanent
Salary increase

Part time Employees

Vacation benefits

Vacation benefits Career development

Preferred office roster

Career development Management programme participation

Management programme participation

Skill training

Performance improvement programme

Current Performance

Evaluation of previous performance

Evaluation after Mentoring Coaching and training On the job training Task insight programme Mentorship programme Counseling

Feedback (meeting, 121 session)

Recommendations
More effective communication intra departments Ethical and Transparent Sales Procedure comparing the Code of Conducts of Grameenphone and customers Expectations Customer Oriented Service Quality Qualitative measurement of SQI rather than Quantize standards Stress management initiatives for workload

Thank You !!!

Questions???