GrameenPhone
Customer Satisfaction
GrameenPhone Customer Satisfaction
Executive Summary
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GrameenPhone Customer Satisfaction
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GrameenPhone Customer Satisfaction
1. Marketing.
2. Sales.
3. Customer Service.
4. Technical division.
5. GrameenPhone IT division.
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GrameenPhone Customer Satisfaction
Table of contents
Chapter # 1 Introduction
Introduction – 12
Background of the report – 12
Purpose of the report – 13
Scope – 14
Methodology – 14
Limitation of the study 15
The Organization – 18
An Overview of Grameen Phone Ltd. – 18
Service for the rural People – 19
Company Vision – 21
Mission Statement – 21
Company Operations – 21
The purpose – 21
The strategy – 21
The technology – 22
The service – 22
The result – 22
The Share Holders of GrameenPhone – 23
Market Development – 26
Present Market Situation – 28
Expansion Plan – 30
Year wise comparison – 31
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Appendix
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Chapter – 1
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Introduction
1.0 Introduction
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1.3 Scope
1.4 Methodology
Both the primary and secondary sources of data were used in this
report. Accumulating the organization part the information was
collected through interviews with the company personnel and also
the valued customers, booklets, brochures, annual report, journals,
newsletters, and through Internet.
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Chapter – 2
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Organization
Part
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after cell. While the intensity of coverage may vary from area to
area depending on
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1. Telenor AS: -
2. Grameen Telecom: -
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3. Marubeni Corporation: -
5. Preference shareholders: -
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percent during the last five years while it was over 200 percent in
2000 and more than 150 percent last year.
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GP was also the only company from Bangladesh, which worked for
the development of primary education under the auspices of
UNICEF.
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GP would invest total USD 590 million by the end of 2003 and will
become the largest private investor in Bangladesh.
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470,000
450,000
400,000
350,000
300,000
250,000
200,000
193,000
150,000
100,000
60,000
50,000
30,000
18,000
0 1997 1998 1999 2000 2001
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GP Regular (ISD)
GP Regular (Non ISD)
GP 1001
GP-GP Regular (ISD)
GP-GP Regular (Non ISD)
GP-GP nationwide (ISD)
GP-GP Regular:
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GP-GP National:
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1
Call Charges for Post-paid GP products:
The hours between 8:00 A.M. to 8:00 P.M. are defined as Peak
Hours and between 8:00 p.m. to 8:00 a.m. including whole Friday as
off-peak hours.
1
Connection means, subscribers can make calls and receive calls from BTTB
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GP Regular (non-ISD) Tk. 2,00 after first free minute for BTTB local,
NWD and ISD call
GP regular Tk. 2,00 after first free minute for BTTB local,
NWD call
GP1001 Tk. 2,00 after first free minute for BTTB local call
GP-GP Reg. (ISD) Tk. 2,00 after first free minute only for ISD call
GP-GP Reg. (non-ISD) No incoming Charges
GP-GP National with Tk. 2,00 after first free minute only for ISD call
ISD
GP-GP Nationwide No incoming charges
(Non-ISD)
GP-GP zonal No incoming charges
GSM Features:
Caller ID:
Call Waiting:
While talking to the first caller, the subscribers will hear a special
tone informing the subscribers about the second call on the line. At
that moment the subscribers can put the first caller on hold a talk to
the second caller.
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Call Conference:
Call Divert:
Call Barring:
International roaming:
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Tk. 20,000 security deposit for Bangladeshi nationals, Tk. 50,000 for
foreign Nationals residing in Bangladesh.
Airtime:
Pre-Paid Service:
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EASY features:
No Monthly Bills
Flat rate of 6 Taka per minute
No Security Deposits
No Monthly Access Fees
No Waiting for Activation
Instant Connection
EASY Voice Mail Service, free of monthly rents
EASY Cards of Four Different Values and Colors
National Roaming Facility
GSM Features like Caller ID and Call Divert to Voice Mail Service
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Succession Subscription:
Post-Paid:
Needs: -
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Pre-Paid:
Same as above.
Payment Procedure:
Pre-Paid
No billing system.
Ownership Transfer:
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Pre-Paid
Not possible.
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Time Frame:
Pre-Paid
Same as above.
Refund Procedure
All the dues – billed and to be billed till the applied date have
to be paid first
1. Valid signature
2. Contact Phone number
3. Original subscription form (In case of paper missing, duplicate
papers)
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Pre-Paid
Not possible.
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Additional Features:
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6.1 Departments/Divisions:
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Technical Division
Sales & Marketing Division
Customer Relation Division
Manager
CA & International
Roaming Department
Deputy General Manager Deputy General Manager Deputy General Manager Project General Manager
Implementation Department Planning Department Operation & Maintenance Project DGM
Center Regional Dept.
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Vacant
Manager
Documentation
GrameenPhone Customer Satisfaction
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Director
Marketing &n Sales
Assistant Projects
Chittagong
Manager Channel
Sales Manager
Khulna Communication
Sylhet Manager
Product & Planning
Deputy Manager
Pre-paid Sales
Rajshahi
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Info:
Dealers:
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Build good care relation with the clients, to make a good rapport
with them, to acknowledge them about the GP service for the
customer’s satisfaction.
Tell & help the customer to pay the amount for subscription
including govt. fee and security deposit in the designated bank in
cash.
Receive the complete application form with bank deposit slip and
all the documents, check carefully and ensure the signature and
date.
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Support
DGM
Customer Relation
Customer care and corporate sales & service are making the bridge
between the customers and company. Besides Sales division it is
the only department who deals customers directly. Sales
department procures the business and Customer Care keeps the
business with the company for long period.
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Director Administration
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Function of HR:
HR Management functions:
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Recruitment process: -
At first, all the departments after employee need analysis send their
requirement to HRD through their respective divisions. After
obtaining necessary approval from the management HRD — target
and prepare recruitment planning. According to job specification HR
goes for recruitment.
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• On completion of probation
• On completion of one year of service.
a) Job analysis
b) Set up performance standard and
c) Appraisal interview.
Leave management:
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Local training:
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The particular employee who has been selected for training has to
sign a surety bond for specific period of time for overseas training.
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Though job has been classified and assigned according to the nature
of the function of HR Department, the job is accomplished and the
responsibility is carried out co-operatively. HRD plays a very crucial
role in the functioning of GP. This is a very flexible and open
department, as it always has to gather and store current and exact
data and information regarding the employee and the organization.
Director Finance
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Work force:
Responsibilities:
• NT Server System
• Alpha Server System.
• Mail/Internet System.
• PABX System
a) Data sharing
b) Centralizing data
c) Data security
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d) Printing
e) Electronic mail.
a) Customer activation/deactivation
b) Adding and barring features to the customers
c) Customers inquiries
d) Generation bills.
e) Current and previous status of customer
8.1 Mail/Internet:
All the GP Officials their own E-mail address, which helps in easy
communication and easy data transfer. IS (Information System)
handles all mail and Internet related issues and problem.
All the desk telephones are connected to the PABX system which
helps in connecting GP officials and the out side world.
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Information:
GRIP:
Billing department:
Responsibilities:
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Managing
Director
Director Assistant to MD
GRIP
Director Director
Regulatory & Information
Legal
Director Director
Administration Finance
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1. Manager Finance:
2. Manager accounts:
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A) Cash Co-ordination
B) Bank reconciliation and keep bank documents
C) Supervising booking of entries in a accounting soft-ware
D) Preparation of vouchers and treasury statement
E) Preparation of periodical and annual accounts
F) Checking of vouchers and bank payments
G) Participation of budget and budgetary control
H) Preparation of statement regarding invoices, suppliers credit and
others
I) Monthly revenue analysis based on billing document
J) Accounts receivable considering security deposits and
adjustment
K) Approving voucher based on volume of transaction
L) Co-ordination with internal activities and other internal
department
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5. Chittagong Accounts:
1. Cash Co-ordination
2. Bank co-ordination
3. Report preparation for the central accounts
4. Control over cash/bank payment
5. Co-ordination with external affairs and
internal department management.
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Strength:
Weaknesses:
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Opportunities:
Threats:
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Non-availability of funds.
BTTB has limited capacity for interconnection.
High call charge.
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Mission:
• AKTEL-AKTEL (Local) Tk. 2.00 per 30 Sec. (peak hour) and Tk.
1.50 per 30 Sec in (off-peak hour)
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Sheba Telecom:
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Vision:
Service facilities:
• The Sheba world Careline 121, 122, 123, 124 and 125
numbers which is automatically routed to shebaworld
Careline.
• 999 the standard global police number are automatically
routed to the nearby police station based on the area of
coverage.
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Competitive situation:
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everybody Cares
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Area Coverage:
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14.0 Conclusion
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Expect the similar co-operation from all the concerned quarters will
continue in the coming years as well, to assist GrameenPhone in
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Chapter – 3
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PROJECT PART
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14.1 Background:
The purpose of the report cognates the project report. The project
report’s objective was to gather partial knowledge and experience
about the customer’s satisfaction and their desire about any
produce or service. I enthusiastically went through the Company
and Grameen Bank and collected the information in details from
various primary and secondary sources.
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14.3 Objective:
Broad objective:
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The relevant data for the background part was gathered from
secondary source like Internet, annual report, major publications,
newsletters, books, journals etc. The data for the study (analysis)
was gathered from surveying GrameenPhone Subscribers in Dhaka
city.
The total sample size was divided in four major groups according to
different GP packages usage. The groups are described below:
The analysis was done through the Microsoft Excel. After entering
the data in the 5 different categories the mean median and modal
value for each category were identified. The standard deviation was
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• GP-standard:
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Primary information:
Secondary Information:
The study will be based on the findings and analysis gathered from
the Grameen subscribers. This report will help them to eliminate the
gap between their service level and the customers’ satisfaction and
expected service level. As the supporting documents many
graphical representations are given that would ensure the accuracy
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Top management is a role model and most important, for the rest of
the company in its own commitment to serving customers.
a) Understanding Customers:
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Acquiring a new customer can cost five times more than retaining
an existing one. So organization should carefully behave with their
existing customers so that they introduce new customers.
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Be a Role Model
Lead by enable employees
Listen
Listen to all Customers
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• Competitors strategies.
• Capabilities.
• Strength.
• Weaknesses.
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• Culture and
• Personality.
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18.0 Findings:
Problems:
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Purpose:
1. To receive queries
1. Over HOTLINES
2. Through Information Center
Hotlines:
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Information Center:
1. Bill Clarification
3. Bill correction.
Correspondence
Feedback
1. Sales
2. Marketing
3. Information
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Procedure:
• Filling:
• Fraud Management:
• Communication:
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Directory service:
Subscribers have to ask the name or mobile number for getting this
service.
General service:
Responsible subscribers have to call 123 for the general service. All
the quires regarding coverage, network, package and GP
information is available here. This service is also tool free.
Billing inquiry:
For any types of billing related quires customers have to call 124
from the GP mobile. Bill clarification, barring and unbarring quires,
itemized bill. Address change, current usage information is provided
from this service. This is also open 24 hours.
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The above benefits are for the customers for their satisfaction
It is evident from the analysis that there is a vast gap between the
customers’ satisfaction from GP service and the services actually
provided by GP.
b) Coverage problem:
This problem mainly occurs because of the GP’s base station down.
Beside that GP face
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BTTB connections:
Hotlines:
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Knowledge gap:
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Overall the mobile phone market has grown from just 11million
users at the start of the 1997s to more than 300 million at the end
of 1998. By the end of 2000, the numbers will probably exceed half
a billion and at the end of year 2001 the growth is 471047. It is
expected that the growth rate will continue. That is a compound
annual growth rate of 50 per cent per year. In other words, the
number of mobile subscriber worldwide has been doubling every 20
months since 1990.
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A Mobile Feature:
For rich and poor countries alike, the growth of mobile cellular
communications has been spectacular. It will take the mobile
industry a little over two decades to reach one billion subscribers;
fixed networks have already taken more than 130 years to reach
the same level. More than a quarter of a million people is singing up
for the
cellular service every day. The future is bright, the future is mobile
dependable.
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Proposed
situation
Grameen Customer
Services Expectation
M Increase the
Mobile Phone Need technical efficiency
(pre-paid & maximum in the base station
post-paid) coverage & expansion of
network coverage
Customer
BTTB incoming Increase the BTTB
Need more Satisfaction
& outgoing channel
standard BTTB phone immediately
phone connection
Develop a new
own courier
Grameen uses Prompt service
regular courier services (billing department
service copy)
Assigned personal
correspondence to
Payment each bank will be
posting Quick payment responsible only
through bank posting Grameen payment
posting and inverse
the no of bank.
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Figure # 1
Proposed
situation
Grameen Customer
Services Expectation
Figure # 2
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24.0 Recommendation:
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25. Conclusion:
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APPENDIX
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Operating Year
2001 2000 1999
Amount % change Amount % change
from last from last
year year
1. Operating revenue 7,319,368 131 % 3,173,057 135 % 1,325,242
2. Operating Expenses escl. 4,520,654 85 % 2,447,920 99 % 1,227,889
Depreciation
3. Ordinary Depreciation 728,830 49 % 488,319 21 % 402,172
4. Operating profit 2,069,885 774 % 236,818 185 % (277,819)
5. Profit before Taxes 1,782,089 12232 % 14,451 103 % (497,538)
6. Net profit after taxes 1,522,641 10437 % 14,451 103 % (497,583)
1. Current assets 2,020,364 59% 1,274,666 -2% 1,302,237
2. Fixed assets 6,774,785 46% 4,627,804 31% 3,537,589
3. Total assets 8,795,149 49% 5,902,470 22% 4,839,826
1. Interest bearing debt 4,032,978 59% 2,542,605 21% 2,10,852
2. Equity 2,460,464 0% 2,460,464 0% 2,460,464
Cash flow from operating 2,311,531 217% 728,742 114% 340,678
activities
- No. of Employees – 589 25% 470 22% 384
including BR
- No of Employees 489 32% 370 30% 284
excluding BR
No. of subscribers 471,047 143% 193,588 220% 60,534
• Average conversion rate for 1999, 2000 and 2001 against USD
are BDT 51, BDT 54 and BDT 57.68 respectively.
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2483155456 2464348255
Total Equity and liabilities 8795149293 5902469792
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