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2

RECR0ITNENT & SELECTI0N
TRAININu & BEvEL0PNENT
0f uRANEENPB0NE

Course: MGT-302-Human Resource Management
M.H. School of Business
Presidency University



PREPARED FOR:
Tamima Hossain
Faculty


PREPARED BY:
1. Farah Hasan Sarah D # 101 192 025
2. Homayra Binte Wali D # 101 185 025
3. Md. Rafiqul islam D # 101 011 015




Date of Submission: 13
th
November, 2011



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ETTER OF TRANSMITTA

Dated: 13
th
November, 2011.
Tamima Hossain
Faculty
M.H. School of Business
Presidency University

Subject: Prayer for submission of the report.
Dear Miss,
Here is the report of HRM which is due on 13
th
November,2011 as a requirement for
completing the course of Human Resource Management (MGT-302).
To prepare this report, we have conducted with Grameenphone, which is the leading
telecommunication company of Bangladesh. This report helped us to know the HRM work
field and also the HR activities of Grameenphone Company. We have used our knowledge
and information to prepare this report properly.
We would like to thank you for giving us the opportunity to work on this area. t helped us for
gathering vast knowledge in this area. f you find any difficulty regarding understanding any
part of the report, please feel free to contact the undersigned.

Sincerely Yours

Farah Hasan Sarah
Homayra Binte Wali
Md. Rafiqul slam


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TABLE UF CUNTENTS:

Executive summery...............................V
5. ntroduction
1.1. Origin..............................1
1.2. Scope ...............................1
1.3. Purpose.............................1
1.4. Historical Background.......................1
1.5. Limitations............................1
1.6. Sources.............................1
1.7. Definition
1.7.1. Recruitment............................2
1.7.2. Selection...........................2
1.7.3. Training.............................3
1.7.4. Development..........................3
2. Report objective...............................4
3. Methodology...............................5
4. Limitations................................6
5. Company profile...............................7
6. HRM at Grameenphone..........................8-14
7. Findings.................................15
8. Recommendation.............................16
9. Conclusion................................17
10. References................................18



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EXECUTVE SUMMERY

Human Resource (HR) management is not a new concept in Bangladesh. From the very
beginning of a company of large investments, HR has turned out to be one of the vital
ingredients of a company's existence and make a mark in the market. With the passage of
time HR practices has revolutionised with the modern world and incorporated it with new
technologies and modern sciences. Nowadays even the small and medium companies
venture to have a different HR department in order to utilize their human resources most
effectively and efficiently in order to maximize their productivity.

This paper tries to look into the human resource practices of Grameenphone Ltd., a large
sized company of five thousand employees. Grameenphone Ltd. is a telecommunication
company with the primary focus on sales and customer development. Grameenphone Ltd. is
working in whole country, a modern and futuristic residential living in 21st century.

t is the leading telecommunications service provider in the country with more than 16 million
subscribers as of October 2011.
Grameenphone 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.
Grameenphone has always been a pioneer in introducing new products and services in the
local market. GP was the first company to introduce GSM technology in Bangladesh when it
launched its services in March 1997.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
years

t also looks into the possible shortcomings in the way human resource policies are
conducted at Grameenphone Ltd and appropriate recommendations are provided for
improvement.

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. INTRODUCTION:

.1. Origin:
This report have been assigned by our course instructor Tamima Hossain, (faculty) M.H
school of business, Presidency University as a requirement to complete the course Human
Resource Management (MGT 302). This report is due on 13
th
November, 2011.

.2. Scope:
This report has covered the two main areas of recruitment and selection and training and
development.

.3. Purpose:
The purpose of this report is to understand the recruitment and training process of HRM.
Through this information we will be able to understand about a company and how they recruit
and select and trained their employees.

.4. Historical Background:
n an organization, there are so many departments. Like Marketing, Finance, management,
Human resource management etc. But of them Human Resource Management is most
important because they do the work of hiring, firing, recruiting, training, motivating and
compensating the employees. The strategies of HRM are:

Recruitment and selection
Training and development
Benefit and rewards
Performance appraisal etc.

.. Limitations:
This report is basically based on secondary information. We have collected most of the
information from the internet because we faced some communication problem regarding
making this report. Otherwise the report structure is based on smoothly.

.6. Sources:
To prepare this report we use many web sites, journals, newspapers and other regarding
reports.



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.7. Definitions:
.7.1. Recruitment:
process of finding and attracting capable applicants for employment. Recruitment of
candidates is the function preceding the selection, which helps create a pool of prospective
employees for the organization so that the management can select the right candidate for the
right job from this pool. The main objective of the recruitment process is to expedite the
selection process.
The recruitment process needs are of three types:
Planned- the needs arising from changes in organization and retirement
policy.
nticipated-needs are those movements in personnel, which an organization
can predict by studying trends in internal and external environment.
&nexpected-Resignation, deaths, accidents, illness give rise to unexpected
needs.

.7.2. SeIection Process:
Employee selection is the process of putting the right man on the right job. t's a procedure of
matching organizational requirements with the skills and qualifications of people. Effective
selection can be done only when there is effecting matching. By selecting best candidates for
the required job, the organization will get quality performance of employees. Moreover,
organization will face less absenteeism and employee turnover problems. By selecting right
candidates for the required job, organization will also save the time and money. Proper
screening of candidates takes place during selection procedures. ll the potential candidates
who are applied for the jobs are tested.
Employee selection process takes place in following orders:

PrimariIy Interview: the skills, academic and family background, competencies and
interests of the candidates are examined during preliminary interview.
AppIication BIanks: it contains data record of the candidates such as detailed about
age, qualifications, reasons for leaving previous jobs, experience etc.
ritten Test: aptitude test, intelligence test, reasoning tests, personality tests etc.
EmpIoyment Interview: it is one of the interactions between the interviewer and the
candidates. t is used to find whether the candidate is appropriate for the required
jobs or not.
MedicaI examination: to ensure the physical fitness of the potential employee. t will
decrease the chances of absenteeism.
Appointment Ietter: selected employee gets a formal appointment letter.


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.7.3. Training Process:
Training is the learning process that involves the acquisition of knowledge, sharpening of
skills, concepts, rules or changing of attitudes and behaviors to enhance the performance of
employees.
There are four steps to make a training program effective and efficient:
EstabIishing a needs anaIysis- the techniques necessary for the data collection are
surveys, observations, interviews and customers comment cards. By determining
training needs a organization can decide what specific skills, knowledge and attitudes
are needed to improve the employee's performance in accordance with the
company's standards.
DeveIoping training programs and manuaIs- job description should be clear and
concise and may serve as a major training tool for the identification of guidelines.
DeIiver the training program- once a company will design its trainers, the training
techniques must be decided. One-on-one training, group training, on-the-job-training,
seminars and workshops are the most popular methods.
EvaIuate the training programs-methods of evaluation are pre and post surveys of
customer comment cards, the establishment of a cost/benefit analysis outlining the
companies expenses and returns and an increase in customer satisfaction and
profits.



.7.4. DeveIopment Process:
Management development is best described as the process from which managers learn and
improve their skills not only to benefit themselves but also their employee organizations.
Managers are exposed to learning opportunities while doing their job, if this informal learning
is used as formal learning then it is regarded as management development.

Management development includes:
Structured informal learning
Formal training courses
Executive educations






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6. REPORT OBJECTIVE:


The objectives of this report are given below:
1. The recruitment and selection process of Grameenphone
2. The training and development process of Grameenphone
3. Sources of requirements





















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7. METHODOLOGY:


This report is mainly based on secondary basis and also taken some few help from an HR
manager of Grameenphone. To prepare this report, we have gathered the information from
various books, journals, newspapers, magazines, and internet. We have also contacted with
an employee of HR department of grameenphone to gather the correct information of it.


































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. LIMITATIONS:


n every research work there are some limitations faces when conducting different activities. n the
process of research work we also faces certain limitations that hampers our general activity. some of
this notable limitations are-
The report has been conducted within a short time frame
GP Headquarters is located in Baridhana, Bosundhara. But they are very busy with their
regular task, so it becomes quite difficult for them to give time in outside. nd also there are
some rules and regulation so that we cannot enter the head office. So that we have to talk
with their customer center officer. That was a big limitation to us.
We faced a big problem by doing this report that is electricity problem that take lot of time.




























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. COMPANY PROFILE:

Grameeenphone, which is widely known as gp,
the leading telecommunication service provider
in Bangladesh. With more than 20 million
subscribers, grameenphone is the largest
cellular operator in the country. t's 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 is the first company who introduces GSM technology in Bangladesh. t also
established the first 24-hours Call Center to support its subscribers. With the slogan "Stay
CIose stated goal of Grameenphone is to provide affordable telephony to entire population of
Bangladesh. The idea of providing wider mobile phone access to rural areas was originally
conceived by qbal Qader, who is currently the founder and director of the Legatum center for
development and entrepreneurship at MT. He was inspired by the Grameen Bank microcredit
model and envisioned a business model as where a cell phone can serve as a source of
income.
He was finally successful in forming consortium with Grameen Bank and Telenor to establish
Grameenphone. Quadir remained a shareholder of Grameenphone until 2004.
Grameenphone started operations on March 26, 1997.
Grameenphone originally offered a mobile-to-mobile connectivity, which created a lot of
enthusiasm among the users.








qbal Quadir (founder) Oddavar Hesjedal (CEO)



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10. HRM AT GRAMEENPHONE:

There are different Human Resource Management areas in Grameenphone. They are-

1. Recruitment and Selection
2. Training and developing
3. Motivating
4. Performance appraisal
5. Employee benefits
6. Code of conduct
Of them, we are discussing the first two areas in this report.
1. Recruitment process in Grameenphone:

Source of recruitment

a. nternal sources and
b. External sources.

a. InternaI Sources of Recruitment:n any business, existing employees expect that they will
have chances of promotion and will be considered for higher positions before outsiders are
considered. Managers therefore promote and transfer existing employees to fill the vacant
positions. The advantage of internal Recruitment is that it is easier for managers to fill
vacancies from within the organization. Managers know the abilities and skills of their
subordinates and have records of their performance. Employees also feel happy as their work
performance is recognized by management through promotion.

b. ExternaI Source of recruitment: ll vacancies cannot be filled up from within the
organization. Workers and office employees at the lower level are always recruited from
outside the organization. Some times when managers do not get suitable persons from within
the organization, recruitment takes place from external sources. Existing employees may lack
the skill, initiative, and qualification needed for higher level jobs. Hence managers have to
depend on recruitment from outside the organization.






14













c. Advertising vacancies in newspapers and journaIs:
dvertising vacancies in newspapers and journals is the most popular method of inviting
applications.

O rameenphone Advertising tooIs:
Grameenphone uses different types of media to acquire different types of objectives. To
select media depend on the target audience, product characteristics, message characteristics
and cost. The advertising tools that grameenphone uses as a media to communicate with the
existing and potential customers are:

ewspapers:
newspaper covers all sorts of information about grameenphone's products. t mainly covers
the informative and reminder advertising.

Target audience Message characteristics Duration Cost
Literate people. Flexibility, high believability Short liIe Lower

Television:
Television is an effective media for good mass-market coverage. Television telecasts
messages about new product and it is mostly used for persuasive advertisement.


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Target audience Message characteristics Duration Cost
All types oI people
but teenagers
inIluences more
High attention, high reach, high
clutter
Long liIe High

Radio:
Within a lower cost, grameenphone broadcast their massage through radio. t is a better way
for persuasive advertisement.

Target audience Message characteristics Duration Cost
All types oI people
but teenagers
inIluences more.
Audio presentation only but usage
mass and cover high geographical area.
Relatively
short liIe
Lower

Magazines:
n effective media that grameenphone uses as a promotional tool to achieve the customer's
awareness about grameenphone and its product. t is an effective media for informative and
persuasive advertisement.


Target audience Message characteristics Duration Cost
Middle and Upper-
income audience.
High-quality reproduction, credibility
and prestige.
long liIe Medium
Newsletters:
Grameenphone publishes newsletter regularly to inform existing customer as well as potential
customers about company's recent activities and offers.

Target audience Message characteristics Duration Cost
Loyal consumers
and interest
persons
Very high selectivity, Iull control. Short liIe Relatively
low cost


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Internet:
nternet performs effective promotional tools grameenphone advertising. t gathers all sort of
information about grameenphone.



Target audience Message characteristics Duration Cost
Internet browser High selectivity, interactive
possibilities.
Long time
still update
Relatively
low cost
d. EmpIoyment Exchanges:
Employment exchanges have been set up by his government for bringing together job
seekers and employers who are looking for employees. Those who are in search of
employment get themselves registered with the local Employment Exchanges. The
Employment Exchange keeps a record of all such persons who require help in finding jobs.
The employer notifies the vacancies to the nearest Employment Exchange. The Employment
Exchange in turn recommends names from amongst the qualified employment seekers
already registered with it, and forwards the name to the employer for Consideration. Thus if
any person will seek a job after passing the senior secondary examination, it will be better if
they get themselves registered with the Employment Exchange. t will forward their name to
the prospective employer kipping in view the suitability of the job as per their qualifications.

e. EducationaI, ProfessionaI and TechnicaI Institutions:
Managers, officers, technicians like engineers, electricians, mechanics and skilled workmen
are often recruited from institutions like nstitute of Business administration (B), Bangladesh
University of Engineering and technology (BUET), Dhaka University, Presidency University
(PU), North-South University (NSU), hsanullah University of Science and Technology (
UST) etc. Companies send one or more senior managers to such institutions where they
meet the person in-charge of helping students in getting jobs. They recommend suitable
candidates who are interviewed for selection by the managers.



f. AppIicants appIying on their own initiative:
Those who are looking for jobs are often applying on their own initiative. They assume that
certain vacancies are likely to arise and apply without references to any job advertisement.
Managers keep records of such applications and contact suitable ones when they need them.

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. Selection Process in Grameenphone:
There are some following steps of selection process:














a. InitiaI Screening:
fter applications are received from candidates in reply to a job advertisement, the same
must be examined to decide which ones deserve to be considered and followed up.
Screening means checking the contents of the applications to ensure that the minimum
eligibility conditions in respect of age, experience, necessary qualifications and skills are
fulfilled by the candidates who have applied for the job. The purpose of screening is to
prepare a list of eligible candidates who are to be considered for interview.

b. CompIeted appIication form:
Gives a job-performance-related synopsis of what applicants have been doing, their skills
and accomplishments. Data must be collected for each job to determine how well a
particular item predicts success on target jobs. . Forms must be validated and
continuously reviewed and updated. Data should be verified through background
investigations.



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c. EmpIoyment test:
fter screening the applications, eligible candidates are given tests to determine skill and
abilities in terms of the requirements of the job. For instance, if the job of typist requires a
minimum typing speed of 40 words per minute, a test is given to see whether the
candidates applying for the job have the required speed. Passing the test by a candidate
does not mean that he will be employed. To judge the speed and accuracy of typing,
candidates may be given a standard paragraph to type. This is known as skill or trade
test.


d. Comprehensive Interview:
nterview is the most important part of the selection procedure. t serves as a means
caking on the information given in the application forms and the test result also provides
an opportunity to the candidates to inquire about the job and the company during the
course of interview. Managers get an opportunity to go into the details of the candidate's
background, and take a decision about their suitability for employment. Selection
interview should be conducted in great depth to judge the suitability of the candidates.

e. Background investigation:
Candidates who are to be considered for employment must have other qualitative like
balanced temperament, honesty, loyalty, etc. These qualities cannot be judged on the
basis of any test. Therefore, information is obtained and verified from the heads of
educational institutions where the candidates have studied, or from the persons whose
names are given by the candidates, or from the previous employers. n case of
experienced employees, information is checked from their previous employers.

f. ConditionaI job offer:
Candidates finally selected are issued appointment letters. Such a letter
Contains the terms and conditions relating to employment of the candidates.

g. MedicaI Examination:
Candidates finally selected for the job are asked to undergo medical
Examination and get certificates of medical fitness. The purpose of the medical
examination is to see whether the selected candidates are physically fit for job. t also
points out whether employees suffer from illness which can be cured before hiring them
e.g. poor eyesight. Such a step in the selection procedure is essential for certain types of
jobs as in the case of police and army, where physical fitness is very important.



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h. Permanent job offer:
The appointment of every candidate is followed by a record of particulars of the
employed. Such records are maintained and described as employment record. t serves a
useful purpose on many occasions e.g., selection of employees for training, their
promotion, and wage and salary increase. Though a number of steps in the selection
procedure has been listed, all the steps need not be taken by every employer. t depends
upon the nature of the jobs and the rank of the employees.

. Training and Development:
Usually the first three months act as the probationary period for the fresh recruit. This also
acts as the training period for the employee. n these 3 months, the employee is usually not
allowed to work in any real life projects and based on the level of expertise they are induced
to the real life projects. n these 3 months, the employee is tested indirectly and monitored
and his/her calibre judged and hence the management takes the decision of where to place
him. The other festival bonus will be given to the Muslim employees during the time of Eid-Ul-
zha. Employees other than Muslims will receive the other bonus according to their festival
mentioned above. The festival bonus will be disbursed with cash and will be paid to weeks
prior to the festival date.


Rewards:
@ reward em doe no ave an fed crera @ bacall an addonal reward em
wc provde fnancal ncenve o emploee for eraordnar performance n an area of er
[ob
Services Benefits:
Soft Option has a number of service benefits which is typically not found in other companies. mong
the benefits are:
Flexible working hour- one can start their office on 8.00 M is in the morning and leave by
4.00 pm.
Provide transport or transport bills while attending a client meeting
Provide lunch from the office which is prepared in the office.
Have provision for the employees to participate in different training program and as well fund
any professional certification exam from BM, Sun, Microsoft, Oracle, etc at company's own
cost.



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early Picnic/Tours:
Grameenphone Ltd bears the expense of one tour/picnic per year for each employee. The company
covers all transport, hotel and food expenses. This usually refreshes the employees a lot and makes
room for them to interact and know each other better.






















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11. FINDINGS:
We have found some finding about Grameenphone-
Gp cell rate is very high
High product rate
Slower internet service
The customer service sometimes failed to work perfectly.





















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12. RECOMMENDATION:

1) Roster Management- Working time is different for full time employees and part time
employees. Very often it has been seen that part time employees so not get enough flexibility in
their work schedule. So resource management need to give more focus on part time employee
too as they are not less component in less comparison to any full time employee. t will create a
more harmonious work environment and it will also improve the motivation level of employees.

2) Remove frequent changes in process- frequent changes in process make the employees
confused. t also hampered the business performance. To reduce the hassles from both agent
and customers it is quite important to adopt a flexible and user friendly process.


3) EstabIish strong coordination among segments-coordination among system helps to serve
customers in the very exact way it has been designed. People from different segments have
their own point of view. So it needs to be ensuring that all of them have common platform to
carry their job responsibility in same manner.

4) Hr counseIing ceII- n HR counseling cell can be established by the HRD to provide
counseling and information to the employees regarding to HR issues. This will certainly
increase the motivation and confidence.













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13. CONCLUSION:


Grameenphone still has a positive image in the Mobile market. Due to its various products and
wide market coverage, strong network, at affordable rate with various service centers and its
value added services, it can be considered as the market leader in the telecommunication
industry and its competitors are far behind. Because of a truly phenomenal network support,
Grameenphone is still growing with its subscriber base at an average rate of 16000 new
connections per day, all over Bangladesh. The people, process and the actual service, builds the
image and demand of Grameenphone. By
people it is meant the employees who interact with the customers directly, and the company's
customers. Here after a while the thing that matters to the customer is the quality of after sales
service and unparallel customer service. Making this report, we have discovered some internal
and external problems. The problems can be solved by integrating the number of interdependent
segments in one direction. f the problems can be removed which we have mentioned earlier in
the Findings and recommendation area, this telecommunication company can achieve their
dreams of "To provide the best-in- cIass customer service in Asia is possible.














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14. REFERENCES:

The references we have collected the information-
1. www.grameenphone.com
2. www.scribd.com
3. www.wikipedia.com
4. Human resource Management, 12
th
edition-Gary Dessler