1.

Problem Explanation
a. Problem Background: Customers who bought post paid SIM of xplore Package 1, which has new features and facilities to keeps in touch with our loved ones and gives us access to unlimited information and entertainment as per Grameen Phone claims. i. It has different benefits. (Line Rate, FnF, Roaming etc.) ii. It has pre-activated EDGE P3 connection. iii. This connection is free for first two months iv. After two month it will be charged @ Tk 345 / month (VAT included) v. So, if anyone do not make any phone call, just line rate will be charged vi. If any one just use EDGE internet P3, he has to pay only line rate for first two months b. Problem Core: The customers, who bought this package to use P3 internet connection was suffering from overcharging problem. i. Most of the customers complained through the 121 ii. The customer managers promised hat the problem will be solved within 72 hours iii. The problem was not solved within this time and the customers were not contacted in this regards iv. Most of these customers re-complained. Managers could not give them any explanation regarding the problem, so promised to contact later v. Even after several round of complain few customers got some response from the customer managers with no explanation, just said that the problem is related to IT department, so they have passed the complain to the IT department. vi. Every time a customer makes the complain, first need to explain the whole fact but there is no feed back system form the IT department to the call center for few particular customers vii. Later the problem was solved but the customers were exhausted but the time viii. Few customers left the Package by switching to P1 or P2 as they was no other option c. Categorization in GAP i. Customers can easily make any complain they are facing to the customer manager ii. Customer manager can pass any complain to the relevant department iii. Those relevant department usually do not provide any feedback to the call center iv. They (Departments) feel that when the problem will be solved, customer will feel it or perceive it v. So the specific problem is there is not Feedback facility form the supporting department of call center to the customer managers vi. Main criteria of the problem can be defined as 1. Poor Service design 2. Unsystematic new service development process 3. Vague and undefined service design 4. Failure to connect service design to service positioning 5. Absence of process management to focus on customer requirement 6. Absence of formal process 7. Lack of customer driven standards 8. Inadequate maintenance and updating services cape vii. So, it is a Service Failure regarding GAP2: Not having the right service quality design and standards

2. Customer
a. SERVQUAL in the point of view of Customer i. Reliability: ii. Responsiveness: iii. Assurance: iv. Empathy: v. Tangibles: b. GAP 2: c. P219, Fig-8.3 d. Customer Recovery Expectation Page 250

3. Service Provider
a. Incompleteness i. The problem occurred due to the incompleteness of describing the service. ii. When the customer manager failed to solve the problem by himself, he referred the problem to the relevant department. iii. The department dealt with the problem they did not give feedback to the customer manager. iv. So there is incompleteness in the process of the GP call center. v. So the specific problem is there is not Feedback facility form the supporting department of call center to the customer managers. b. Service Blue Print

4. RECOMMENDATION
a. New BluePrint Page 44, Provider Gap2 b. Tuning 7Ps i. Pare 370 c. Affect of the Changes in 7Ps