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Internship report on grameen phone internet service by lecturesheets & lecturesheet.com

  1. 1. Page|1 Chapter 1 Introduction
  2. 2. Page|2 1.1 Statement of the Problem History of Bangladesh telecommunication the Telegraph branch under the Posts and Telegraph Department was created in 1853 in the then British India and was regulated afterwards under the Telegraph Act-1885. The Telegraph branch was reconstructed in 1962 in the then East Pakistan as Pakistan Telegraph and Telephone Department. In 1971, after the independence of Bangladesh, Bangladesh Telegraph and Telephone Department was set up under the Ministry of Posts and Telecommunications. This was converted into a corporate body named 'Telegraph and Telephone Board' by promulgation of Telegraph and Telephone Board Ordinance, 1975. In pursuance of an ordinance of 1979, Telegraph and Telephone Board was converted into Bangladesh Telegraph and Telephone Board (BTTB), as a Government Board. From 1 July 2008, as per the Telecommunication policy, 1998, BTTB was converted into a public limited company - Bangladesh Telecommunication Company Limited through another ordinance. GrameenPhone knows that in near future, it has to add something more to the regular internet services, so that the company will reach to the maturity stage which will make the business growth constant to some extents. So, new internet services would be the determining factor in future. For that reason, they are preparing the offers with many more new offers for their internet subscribers. But, most of the customers will not understand the offer and benefit of the new offer or service until they are informed and teach about that. So, it is very important to determine the current scenario of internet services or offers given by GrameenPhone. So, this research reflects the internet services current scenario of GrameenPhone. 1.2 Objective of the study The prime objective of the study is to critically evaluate the current scenario of GrameenPhone internet service. Through this study, I tried to attain the following specific objectives: Analyze the current status of the internet service of GrameenPhone. To analyze whether the internet service is demandable for the market. To find out the popular internet package of GrameenPhone. To find out the satisfaction level of GrameenPhone internet subscribers.
  3. 3. Page|3 To locate the specific areas of dissatisfaction of the GrameenPhone internet users. To suggest some measures to mitigate the dissatisfaction of the GrameenPhone internet services. 1.3 Methodology of the study 1.3.1 Data source and collection Data for this report has been extracted from primary sources as well as secondary sources. There are given below- Primary Data Primary Data will be collected though questionnaire survey which will be done on internet package users of GrameenPhone. Secondary Data Majority of the data will be collected from Annual Report Informal discussion mainly with my supervisor, brochures, GrameenPhone official Websites. 1.3.2 Sample Size The total sample size is 50 for this study purpose. But specially 19 respondents were taken as GrameenPhone internet user. 1.3.3 Data Analysis & Interpretation Analysis the data and Interpretation of the data also prepared for the study. 1.4 Limitation of the study There have some limitation for this study. And the limitations are given below- Such a short internship period was not sufficient to understand the insights of customer satisfaction level.
  4. 4. Page|4 Lack of information due to inadequate telecom publications and journals. Data availability could be another big issue here because company might not want to disclose all the confidential information regarding their managerial strategies and plans. Data from different sources were quite inconsistent which created some problems in making the report. The outcome of the study can thus be regarded exploratory, and may not be treated as absolute for the whole country. In latter case a more comprehensive study is required. All of the respondents are young generation (19-27 years old); their opinion and preferences may conflict with the elders (more than 35 years old respondents). So it can also be done in the future.
  5. 5. Page|5 Chapter 2 Literature Review
  6. 6. Page|6 2.1 Literature Review There have been few studies of Internet access in Bangladesh. Most of them relate to overall Internet access, its growth, usage, impacts, barriers, and position in Bangladesh. Azad and Islam (1997) give an overview of Internet access including the status of telecommunications in Bangladesh, launching of online Internet, current rates for online Internet access, providers' views, major Internet users, impacts and barriers, etc. They explore high service charges by the providers, poor telecommunication system, government policy, and low buying power of potential clients as major barriers to Internet access in Bangladesh. Press (1999) describes the emergence of the Internet in Bangladesh with its various dimensions and constraints. He remarks that, as in many developing nations, the Bangladeshi Internet is hobbled by poor telecommunication infrastructure, lack of computing and networking equipment, few human resources, and an indifferent, bureaucratic government. Iqbal (1999) presents the background and growth of the local Internet, problems encountered by ISPs, and the role of the Bangladesh Telegraph and Telephone Board (BTTB). He also provides some suggestions for improved Internet access in the country. Rahman (2004) describes the present situation of Internet access in Bangladesh, the dimension as well as the potential of Internet business, and problems of Internet access. Nasiruddin (2003) investigates the intensity of Internet use by academics in Rajshahi University. He surveys 240 academics and examines the differences in using Internet resources and the information and communication needs of the academics according to their professional ranks as lecturer, assistant professor, associate professor and professor. But he does not explain the overall Internet infrastructure of the university. This paper attempts to fill the gap in respect of Internet access to academic institutions in general with a case study of Rajshahi University In recent years, developing countries including Bangladesh have witnessed a phenomenal development in the technology-dependent communication medium, which is Internet. In both developing and developed countries, Internet is growing rapidly as a strong and popular medium of communication. Internet is not used only to meet the user‟s information
  7. 7. Page|7 needs. It has already been widened its scope in introducing many services. Business activities are also considered to be operated through Internet, popularly known as e-commerce. The Internet is revolutionizing every aspects of business throughout the world. Although the quantum of business done through Internet is small, it is growing exponentially (Khatibi and Thiagarajan, 2000). The government of Bangladesh considers the ICT sector as thirst sector in the fifth five-year plan of the Peoples Republic of Bangladesh. They approved the transoceanic optical cable network project on March 17, 2004 in a meeting of the executive committee of National Economic Council (ECNEC) for submarine optic f iber cable connectivity. Recently Bangladesh has been connected with information super highway through submarine optic fiber networks with 16 countries consortium by SEA- ME-WE-4 project. The government of the People‟s Republic of Bangladesh has inaugurated the connectivity on 21st May 2006 although has not started its operation for public use (Daily Star, 2006, Prothom Alo, 2006).
  8. 8. Page|8 Chapter 3 Company Details
  9. 9. Page|9 3.1 Name and location of the Company GrameenPhone limited is now the leading telecommunications service provider in Bangladesh. 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 is the largest telecommunications company in Norway and it owns 62% shares of GrameenPhone and Grameen Telecom owns the remaining 38%. Headquarter of GrameenPhone is situated at Bashundhara Residential Area. They also have around 14 buildings in Gulshan area, which was the previous headquarter of GrameenPhone office. None of those are Grameenphone‟s own building. The “GP HOUSE”- GrameenPhone 9-story headquarter building is located adjacent to the main entrance of the Bashundhara Residential Area. The building was constructed by “Associated Builders Corporation Limited” and Vistaara and Icon Architects (VIA) was the consultant. 3.2 Historical background of the Company The Telecom market in Bangladesh has differentiated characteristics of very low Tele-density, inefficiency and totally controlled by capitalization. BTTB (Bangladesh Telephone and Telegraph Board) is proved to be incapable of providing sufficient interconnections to meet the demand of mobile services providers. The state owned BTTB has been the monopoly telephone service provider in the telecom industry. The zest of improving the efficiency and ability of BTTB, the government initiated a restructuring program in telecom sector to corporatize BTTB. BTTB provided only fixed line telephony services in the urban areas where as 80% of the population of Bangladesh lived in the rural areas. This unequal distribution of services created the opportunity for the mobile operators to do business. In the telecom sector earth shaking changes cropped up when Bangladesh government allowed private sector participation in telecom sector by granting the permission to operate as a private service provider in 1989. This license was awarded to two operators, BRTA (Bangladesh Rural Telecom Authority) and Sheba Telecom Pvt. Ltd. Opening its mobile phone sector for private and foreign investment in 1989, Bangladesh holds the pioneering figure among LDC‟s. Pacific Telecom launched the country's first mobile phone service.
  10. 10. Page|10 3.3 About Telenor Telenor Group is one of the world‟s major mobile operators with 148 million mobile subscriptions. We have mobile operations in 11 markets and in additionally 18 markets through our ownership in VimpelCom Ltd. The Telenor Group is headquartered in Oslo, Norway and listed on the Oslo Stock Exchange. 3.4 About Grameen telecom The primary mandate of Grameen Telecom (GTC) is to promote development of tele-communication services in rural areas of the country with a view to reducing poverty by creating new opportunities for income generation through self-employment with access to modern information and communication based technologies. Grameen Telecom, which owns 34.20% of the shares of GrameenPhone, is a not-for-profit company in Bangladesh established by Professor Muhammad Yunus, winner of the Nobel Peace Prize 2006. Grameen Telecom, with its field network, administers the Village Phone Program, through which GrameenPhone provides its services to the fast growing rural customers, Grameen Telecom trains the operators and handles all service-related issues.
  11. 11. Page|11 GTC has been acclaimed for the innovative Village Phone Program. GTC & its Chairman Nobel Peace prize laureate Professor Muhammad Yunus have received several awards which include; First ITU World information Society Award in 2005; Petersburg Prize for Use of the IT to improve Poor People‟s Lives” in 2004; GSM Association Award for “GSM in Community Service” in 2000. 3.5 Company Structure GrameenPhone Ltd. Company Structure is given below-
  12. 12. Page|12 3.6 Journey of GrameenPhone 2013 Start WiFi zone based internet service in Banani and Gulshan. Reached 40.33 million Active subscribers till March 2013. Introducing Smart phones with connection. Introduce smart internet package with free SMS, Talk time and MMS. 2012 Awarded license for 2G operation for 15 years effective from November 2011; two new affordable packages „Amontron‟ and „Nishchinto‟ were launched, 10-second pulse was introduced for all products including help lines; A GP App was launched to facilitate mobile self service; Reached 40.02 million subscribers . 2011 Launched „My zone‟- location based discount on usage, Micro SIM cards for iPhone, Spondon Package with 1-sec pulse; GrameenPhone Branded Handset (C200, QWERTY handset „Q100‟ and Android Handset „Crystal‟), Customer Experience Lab, eCare solution; Completed swapping of 7,272 nos. of BTS; Reached 36.5 Million subscribers . 2010 Launched New Tariff Plan, „MobiCash‟ Financial Service Brand, Ekota for SME, Baadhon Package, Mobile Application Development Contest & Network Campaign; Reached 29.97 Million subscribers . 2009 Listed on Dhaka Stock Exchange Ltd. and Chittagong Stock Exchange Ltd.; Launched Internet Modem, Special Olympic Regional Talent Hunt, Stay Green Campaign, Internet Package P5 & P6, GrameenPhone Branded Handset & Study line; Reached 21 Million subscribers . 2008 Introduced BlackBerry Service; Commissioned Brand Positioning & launched Stay Close & Customer Care Campaign; Reached 20 Million subscribers. 2007 Converted to a Public Limited Company; Re-launched Business Solutions; Launched New VAS, Bull Stock Information, Missed Call Alert & PayForMe Service; Re-branded djuice; Reached 16 Million subscribers . 2006 Launched Health Line, Smile Prepaid & Xplore Postpaid, Cell bazaar, Business Solutions for Business Class & Community; Introduced new GP Logo Following Maiden Decade of Operation; Reached 10 Million subscribers. 2005 Launched Electronic Recharge System, djuice Brand Targeting Youth Segment, EDGE & Voice SMS for the first time in Bangladesh; Reached 4 Million subscribers .
  13. 13. Page|13 3.7 Name and characteristics of founders GrameenPhone is a joint venture company comprising of: Telenor A state-owned telecommunication company from Norway. It has a long history of successful cooperation with other operators in Russia, Hungary, Montenegro, Ireland, Bangladesh, Greece, Germany, Germany, Australia, Malaysia etc. Grameen Telecom A sister concern of Grameen Bank. It was established by Grameen Bank to organize and assist those Grameen bank borrowers who wish to retail telephone services in the rural areas. Marubeni Corporation A leading investment and trading company from Japan. The company owns 9.5% of GP. Gonofone Development Corporation A New York-based telecommunication development company having investments in many companies in USA, Russia and other parts of Europe. Gonofone Development Corp. owns 4.5% of GP. 2004 Reached 2 Million subscribers. 2003 Launched Prepaid Product with PSTN Connectivity; Reached 1 Million subscribers. 2002 Achieved BD Business Award for “Best Joint Venture Enterprise”. 2001 Launched WAP Service. 1999 Launched First Prepaid Service in the Country. 1998 Launched Mobile to Mobile Service (without PSTN Access). 1997 Commenced Operation on the Independence Day of Bangladesh. 1996 Incorporated as a Private Limited Company.
  14. 14. Page|14 3.8 Existing Share holders GrameenPhone is the largest mobile operator in Bangladesh. The shareholders of GrameenPhone contribute their unique, in-depth experience in both telecommunications and development. It is a joint venture enterprise between Telenor (55.8%), the largest telecommunications service provider in Norway with mobile phone operations in 12 other countries, and Grameen Telecom Corporation (34.2%), a non-profit organization of Bangladesh. The other 10% shares belong to general retail and institutional investors. Both are dedicated to Bangladesh and its struggle for economic progress and have a deep commitment to GrameenPhone and its mission to provide affordable telephony to the entire population of Bangladesh. 3.9 Company’s Vision Grameenphone‟s vision is “We’re here to help.” That means GrameenPhone Ltd. is always there to help the customers get the full assistance of communications services in their daily lives. They want to make it simple for the customers to get what and when they want it. 3.10 Company’s Mission The mission of GrameenPhone Ltd is to deliver reliable, widespread, convenient mobile and cost effective telephone services to the people in Bangladesh irrespective of where they live. They are providing a total
  15. 15. Page|15 communication solution to its customers. To do this, the service advance of GrameenPhone has extensively developed over the last few years. GrameenPhone subscribers now enjoy all the modern data communication and content services. Mobile office, internet access, MMS and modern music and download services are available through the nationwide EDGE enabled network. 3.11 Company’s Objective GrameenPhone (GP) has been established to provide high-quality GSM cellular service at affordable prices. GrameenPhone has a dual purpose: To receive an economic return on its investment To contribute to the economic development of Bangladesh where telecommunications can play a critical role The Company has developed its strategies so that it earns healthy returns for its shareholders and at the same time, contributes to genuine development of the country. This is why GrameenPhone, in collaboration with Grameen Bank and Grameen Telecom, is aiming to place one phone in each village to contribute significantly to the economic benefit of the poor. It is on the way to get a total uprising in the telecommunication field. By accomplishing the success factors, GrameenPhone would like to be recognized as a consistent, honest and committed company to its valued subscribers and stakeholders. 3.12 Operating Coverage GrameenPhone has the leading network with the widest coverage in the country. The GrameenPhone network now covers over 99 percent of the population and over 87 percent of the land area with the remaining areas mostly falling under the Sundarbans and the Chittagong Hill Tract areas where mobile phone coverage is not allowed. Presently GrameenPhone has covered 462 upazillas of 64 districts. The company has so far invested more than BDT 10,700 core (USD 1.6 billion) to build the network infrastructure since its inception in 1997. It has invested over BDT 3,100 core (USD 450 million) during the first three quarters of 2007 while BDT 2,100 core (USD 310 million) was invested in 2006 alone. Since its inception in March 1997, GrameenPhone has built the largest cellular network in the country with over 10,000 base stations in more than 5700 locations. A record 4181 new base stations were put into
  16. 16. Page|16 operation around the country during the year, crossing the 10,000 base station milestones in the process. In addition, the entire GrameenPhone network is EDGE/GPRS enabled, allowing its customers to access high-speed Internet from anywhere within the coverage area.
  17. 17. Page|17 3.13 Product and Internet service of GrameenPhone Page|17
  18. 18. Page|18 Chapter 4 Competitive Scenario of GrameenPhone
  19. 19. Page|19 4.1 Competitive Scenario of GrameenPhone There are six mobile telephone operators in Bangladesh at the moment. Among them one is Government owned telephone operator: Bangladesh Telegraph and Telephone Board (BTTB) and the other five are privately owned companies namely GrameenPhone Ltd., Axiata (Bangladesh) Limited, Orascom Telecom Bangladesh Ltd., Pacific Bangladesh Telecom Ltd. (PBTL) and Airtel Bangladesh Ltd. GrameenPhone Limited GrameenPhone Limited, the number one and leading mobile phone company in the area of telecommunications in Bangladesh. GrameenPhone Limited managed to grab 44% of the market share only by providing cost-effective & best service available in the market of mobile telecommunication. GrameenPhone Limited has made its expansion not only in the urban areas, but also it stretched its network in the rural areas for the economic empowerment of the rural people. It has the largest network, the widest coverage, the biggest subscriber base and more value added services than any other mobile phone operators in Bangladesh. GrameenPhone Limited has a very strong competitive position in the telephone industry in the country. Banglalink Digital Communication Limited; previously Orascom Telecom Bangladesh Limited When Banglalink entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. Banglalink was previously known as Sheba Telecom which began operation in 1998. It was a joint venture between a Malaysian Conglomerate, Technology Resources Industries Berhad and a local firm named Integrated Services Ltd. (ISL). In 2005 Orascom Telecom Holding (OTH) acquired Sheba Telecom and gave a new trading name Banglalink. Within one year of operation, Banglalink became the fastest growing mobile operator of the country. Banglalink represent a market share of 27.18%. Banglalinks new company name is Banglalink Digital Communication Limited Banglalink‟s total subscriber is approximately 25.921 million or 2 core 59 lakh 21 thousand subscribers .
  20. 20. Page|20 Axiata (Bangladesh) Limited Axiata (Bangladesh) Limited is a dynamic and leading countrywide GSM communication solution provider. It is a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. Axiata (Bangladesh) Limited, formerly known as Telekom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand name Aktel among the pioneer GSM mobile telecommunications service providers in Bangladesh. In early 2008, Aktel slipped from the second position to the third after facing fierce competition from Banglalink. Aktel boasts of the widest international roaming service in the market, connecting 315 operators across 170 countries. It is the first operator in the country to introduce GPRS. Aktel uses GSM 900/1800 MHz standard and operates on allocated 12.8MHz frequency spectrum. Later, on 28th March, 2010 the company started its new journey with the brand name Robi. Robi is the third largest mobile phone operator in Bangladesh in terms of revenue and subscribers (21.403 million as of March 2013). Airtel Bangladesh Limited AIRTEL Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel Bangladesh is the sixth mobile phone carrier to enter the Bangladesh market, and launched commercial operations on May 10, 2007. Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for US$300 million. Bharti Airtel Limited will take management control brand from 20 December 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. Airtel Bangladesh had 7.472 million subscribers as of March 2013. Pacific Bangladesh Telecom Limited Citycell (Pacific Bangladesh Telecom Limited) is the first mobile communications company of Bangladesh. It is the only CDMA network operator in the country. As of 1 March, 2008, Citycell's total mobile subscriber base is 1.56 million, up 137 per cent or 680,000 from two years ago, giving it the best growth rate of the company till date. Citycell is currently owned by Singtel with 45% stake and the rest 55% owned by Pacific Group and Far East Telecom. By the end of 2007 Citycell had refurbished its old brand identity and introduced a new logo and corporate identity; the new logo is very reminiscent of the old logo. However the slogan has remained unchanged "Because we care". Citycell had 1.451 million subscribers as of March 2013.
  21. 21. Page|21 Teletalk Bangladesh Limited TeleTalk (Teletalk Bangladesh Ltd) is a GSM based state-owned mobile phone company in Bangladesh. TeleTalk started operating on 29 December, 2004. It is a Public Limited Company of Bangladesh Government, the state-owned telephone operator. TeleTalk provide GPRS internet connectivity. Teletalk is the first operator in the country that gave BTTB (BTCL) incoming facility to its subscribers . The mission statement of TeleTalk is “Desher Taka Deshey Rakhun” (“Keep your Money in your Country”). TeleTalk is the 6th largest mobile phone operator in Bangladesh with 1.831 million subscribers as of March 2013. Teletalk is the first mobile operator who serve 3rd generation network service in Bangladesh. Total Mobile Phone Active subscribers at the end of March 2013: GrameenPhone Ltd. (GP): Approximately 40.33 million or 4 core 43 lakh 30 thousand subscribers . Banglalink Digital Communication Limited; previously Orascom Telecom Bangladesh Limited: Approximately 25.921 million or 2 core 59 lakh 21 thousand subscribers . Robi Axiata Limited (Robi): Approximately 21.403 million or 2 core 14 lakh 3 thousand subscribers . Airel Bangladesh Limited (Airtel): Approximately 7.472 million or 74 lakh 72 thousand subscribers . Pacific Bangladesh Telecom Limited (Citycell): Approximately 1.451 million or 14 lakh 51 thousand Teletalk Bangladesh Ltd. (TeleTalk): Approximately 1.831 million or 18 lakh 31 thousand. N.B. Total Number of subscribers is: Approximately 99.871 million or 9 core 98 lakh 71 thousand.
  22. 22. Page|22 4.2 SWOT analysis SWOT analysis is a structured planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. Setting the objective should be done after the SWOT analysis has been performed. This would allow achievable goals or objectives to be set for the organization. Strengths: characteristics of the business or project that give it an advantage over others Weaknesses: are characteristics that place the team at a disadvantage relative to others Opportunities: elements that the project could exploit to its advantage Threats: elements in the environment that could cause trouble for the business or project Identification of SWOTs is important because they can inform later steps in planning to achieve the objective. 41% 26% 22% 8% 1% 2% Operator GP Banglalink Robi Airtel Citycell TeleTalk
  23. 23. Page|23 4.2.1 SWOT analysis of GrameenPhone SWOT stands for Strength, Weakness, Opportunity, and Threat. This is a very important tool for a company to analyze its internal and external environment. Strengths Good Owner Structure Market Leader Network Availability Brand Name of Grameen Image Financial Soundness Skilled Human Resource Effective Support Organization Access to the Widest Rural Network through Grameen Bank High Ethical Standard Weaknesses Culture Gap Complicated Pricing Structure Incomplete Messages through Promotional Activities Problem Contained Offers Different Departments are not working together Opportunities Economic Growth of Bangladesh New and Better Interconnect Agreement Huge Demand for Telecom Services Increased Intentional Activities in Bangladesh Declining Prices for Handsets New International Gateway Flexibility of Mobile Phone Threats More Rigid Government Regulations Upgraded Technology Used by Competitors Political Instability Devaluation of Taka Risky Position of Valuable Resource Non‐co‐operation of Government for the Revenue of BTTB
  24. 24. Page|24 4.2.2 SWOT analysis of GrameenPhone Internet service SOWT analysis of GrameenPhone Internet service is given below: Strengths Market Leader for Internet service Network Availability Brand Name of Grameen Image Financial Soundness Skilled Human Resource Skilled Network work force Effective Support Organization Access to the Widest Rural Network through Grameen Bank High Ethical Standard Weaknesses Everyone don‟t know to access with internet Complicated Pricing Structure Incomplete Messages through Promotional Activities Problem Contained Offers Opportunities Economic Growth of Bangladesh Online freelancing works is growing rapidly New and Better Interconnect Agreement WiFi connection introduced several areas Huge Demand for Internet Services Declining Prices for Smart Handsets Flexibility of Internet access based Mobile Phone Threats More Rigid Government Regulations Upgraded Technology (Like 3G) Used by Competitors Political Instability Devaluation of Taka Non‐co‐operation of Government for the Revenue of BTRC 4.3 Job Description In my three months and ten days journey in GrameenPhone I go through different type of responsibilities. I was assigned for product development team of I&BB (internet and broadband) department under
  25. 25. Page|25 commercial division of grameenPhone. At the very first week I go through introducing with my supervisor, my team members & collogue. My job is started from week two. As I was in product development team, my basic responsibility there was to collect different types of information for the different new projects. I put that information on PowerPoint or sometimes in the excl according to my supervisor requirements. My supervisor assigned me to collect some information on different topic, different products or services, based on that information they may come to launch any new product for the I&BB. Some list of works what I have done in my internship period are given bellow. Excel on roadmap of I&BB Power point on roadmap of I&BB Worked on telenor in Europian & Asian market Presentation on company analysis of Banglalink Presentation on company analysis of Robi Presentation on company analysis of airtel Presentation on adsense & adword‟s value chain, cash flow. (also gave presentation on it) Worked on Google, yahoo, facebook & twitters ad rates Moreover beside this I also worked on customer service department to have a survey on small screen packages. I have one to one conversation directly through over phone with the subscribers . So this is basically what I have done in GrameenPhone over three month. 4.4 Specific responsibilities of the Job The basic job of product development team is- Project management product launch roadmap preparation and Coordination Coordination of Research work
  26. 26. Page|26 Chapter 5 Analysis on Current Internet Package & Findings
  27. 27. Page|27 5.1 Current data service offered by GrameenPhone When-ever, where-ever you want to get online to access the internet, GrameenPhone has got the coverage & right solutions that will suit you. Whether you are searching for information or looking for entertainment & social networking on your phone or a laptop/personal computer we have the right packages & devices to cater to your needs. Internet is the most convenient medium of information, through which people can enhance their knowledge, spread the same from one corner of the globe to whichever place they wish with a single click. Communication solutions developed by GrameenPhone across all the media have always focused one single thing – to help people stay close to their dear ones and to enlighten their lives through free and flawless access to information. GrameenPhone internet is another step towards fulfilling this goal. With this step, GrameenPhone so far brought Internet to people in the following ways: Desktop and Laptop browsing: by using the mobile as modem or by internet modem. Mobile screen browsing: WAP/internet browsing on the mobile. GrameenPhone is looking to expand further into the digital world by expanding its internet platforms and developing more internet related products, thus becoming the biggest Internet Service Provider of Bangladesh. Internet Package for Mobile handset browsing: GrameenPhone offers the most affordable internet packages for handset browsing. Packages are given below: Minipack Pay Per use Pay as you go Minipack 1MB with 2MMS for 2 Days validity Minipack 3MB with 3MMS for 7 Days validity Minipack 15MB for 15 Days validity Minipack 99MB for 15 Days validity 1GB Package for 30 Days validity
  28. 28. Page|28 Internet Package for Laptop/PC browsing: GrameenPhone has several internet packages considering the volume needs of wide range of users. Packages are given below: Heavy Internet browsing package for 30 Days validity Night Time Heavy Internet browsing Package for 30 Days validity Daily 150MB Package 3GB Package for 30 Days validity 1 GB Package for 30 Days validity Smart Plan GrameenPhone brings in an unique new offer that will enable you to get UNINTERRUPTED internet, Talk time, SMS, and MMS in a single pack. With three different packs at three different prices offering a range of talktime, SMS, and MMS volumes – Grameenphone‟s new “Smartplan” is the ultimate solution to all. Details of GrameenPhone Smart Plan are provided below: WiFi Zone GrameenPhone in collaboration with its partner IT Connect Ltd has launched WiFi service in selected areas of Dhaka city. This great initiative enables any GrameenPhone customers staying inside the designated WiFi Blue Zone area to use high-speed WiFi internet service from their WiFi enable Smart devices.
  29. 29. Page|29 The Data pack of WiFi is given below: Pack 1: 20 MB for 24 Hours Pack 2: 70 MB for 24 Hours Pack 3: 150 MB for 24 Hours Name and location of WiFi zone is given below: 5.2 Internet Packages Internet Packages are given below Minipack Pay Per use is for only prepaid subscribers where Internet usage is chargeable at BDT 0.02/KB up to a maximum of BDT 20/Day, between 12am-11.59pm daily. Fair Usage Policy is applicable after crossing 10 MB usage for that day. * Fair Usage Policy is applicable.
  30. 30. Page|30 Pay as you go is a pay-as-you-go offer which is applicable for Post Paid subscribers only. For every kilobyte (KB) of data browsed, subscribers are charged BDT 0.02(excluding VAT). GrameenPhone recommended that Smart phone (e.g. Apple Iphones, Android handsets like Samsung Galaxy, HTC or Windows phones) users take the Minipack 99MB and above. Minipack 1MB with 2MMS for 2 Days validity is an Internet Combo pack both for Pre-paid and Postpaid customers with 2MB free data and 2 MMS (GP-GP) at BDT 2.50 (+15% VAT) with 2 days validity. If 2MB data gets expired before the expiration of the validity of 2 days, customer will still be able to enjoy internet at BDT 0.01/10KB without VAT and can continue browsing, along with the 2 MMS. Minipack 3MB with 3MMS for 7 Days validity is an Internet Combo pack both for Pre-paid and Postpaid customers with 3MB Data and 3 MMS (GP-GP) at BDT 9 (+15% VAT) with 7 days validity. If the 3 MB data gets expired before the expiration of validity of 7 days, subscriber will still be able to enjoy internet at BDT 0.01/10KB without VAT and can continue browsing, along with the 3 MMS. Similarly, if 3 MMS is used up before expiration validity of 7 days, the data amount will be available till the expiration date. Minipack 15MB for 15 Days validity is an internet offer for both Post-paid & Pre-paid subscribers with data browsing/downloading capacity up to 15MB @ BDT 29 (+VAT). This package has duration of 15 days starting from the date of activation. After expiration of 15MB, subscribers will be charged as BDT 0.01/10KB without VAT. Minipack 99MB for 15 Days validity: is an internet offer for both Post-paid & Pre-paid subscribers with data browsing/downloading capacity up to 99MB @ BDT 99 (+VAT). After expiration of 99 MB , subscribers will be charged as BDT 0.01/10KB without VAT. 1GB Package for 30 Days validity is an internet offer of 1 GB per month @ BDT 300+VAT. The package has a validity of 30 days (from the date of activation). After expiration of 1 GB, subscribers will be charged as BDT 0.01/10KB without VAT. Heavy Internet browsing package for 30 Days validity: P2 is a large screen internet package designed for heavy browsing by
  31. 31. Page|31 advanced users with 30 day validity, monthly charge is BDT 850. Prepaid: When a subscriber activates EDGE P2, the auto-renewal feature becomes active by default. But for successful execution, subscriber needs to have sufficient balance (BDT 850+VAT) in his/her account. If the subscriber does not have sufficient balance, then EDGE P2 will be deactivated (applicable for prepaid) and the subscriber has to activate P2 again to use it after recharging. If any subscriber does not want to have this "Auto-Renewal" feature, he/she can Type'OFF' and send SMS to 5000. If he/she wants to resume the service, then he/she has to type 'ON' and send SMS to 5000. Postpaid: When a subscriber activates EDGE P2, the auto-renewal feature becomes active by default. But subscriber cannot deactivate or reactivate this "Auto-Renewal" feature on his own. Daily charging is applicable for subscribing P2 in Postpaid. Up-front charging will be applicable for the remaining days in case anyone cancels their P2 subscription before the end of the validity period. Thus, if a P2 customer sends cancellation request within the validity period, system will check the credit limit and will charge up-front for the remaining period. In case of lack of available credit limit, the system will not accept the cancellation request. * Fair Usage Policy is applicable after 5 GB usage. As per FUP, speed will be throttled down to 24 kbps during the remaining validity period. Normal speed will be restored in next bill cycle or activation. You will receive SMS when FUP will be enforced after crossing 5GB. Night Time Heavy Internet browsing Package for 30 Days validity: P3 is a large screen internet package designed for heavy browsing by advanced users during night time, with 30 day validity, monthly charge is BDT 250+VAT. * Fair Usage Policy is applicable after 5 GB usage. As per FUP, speed will be throttled down to 24 kbps during the remaining validity period. Normal speed will be restored in next bill cycle or activation. You will receive SMS when FUP will be enforced after crossing 5GB. Daily 150MB Package: is for prepaid subscribers only. Subscribers can enjoy the service from 12:00AM to 11:59PM (within a day) with 150MB data usage limit in a day and daily charge is BDT 60+VAT.
  32. 32. Page|32 From 12:00 AM of the next day, EDGE P4 will be deactivated and the subscriber needs to activate any other package if he/she wants to use Internet. 3GB Package for 30 Days validity is an internet offer of 3 GB per month @ BDT 700+VAT. The package has a validity of 30 days (from the date of activation). After expiration of 3 GB, subscribers will be charged as BDT 0.01/10KB without VAT. 1 GB Package for 30 Days validity is an internet offer of 1 GB per month @ BDT 300+VAT. The package has a validity period of 30 days from the date of activation. After expiration of 1 GB, subscriber will be charged as BDT 0.01/10KB without VAT. WiFi Package details is given below: 5.3 Survey Findings In order to analyze the internet services of GrameenPhone a series of questions were asked to the customers with the help of a questionnaire, the data from these questions are tabulated below. As already mentioned, the survey was conducted among 50 GrameenPhone internet subscribers and non subscribers; it was conducted in three way direct appointment, over telephone and with the help of email. I asked total fifteen question & also question to 50 respondent. But, specially 19 respondents were taken as GrameenPhone internet user. With those answer of the customers I‟ve conducted my analysis part. Here the main objective is to analyze the current status of GrameenPhone internet packages.
  33. 33. Page|33 Do you like mobile internet offered by mobile operators? Frequency Percentage Yes 33 66% No 17 34% Interpretation From the table it can be seen that maximum respondents like to use mobile internet which offered by Mobile operators. Here 66% respondents are says like mobile internet and 34% does not like mobile internet. 66% 34% Mobile Internet Yes No
  34. 34. Page|34 Which operator’s internet service you use? Frequency Percentage GrameenPhone 19 38% Banglalink 9 18% Airtel 6 12% Robi 11 22% Citycell 4 8% Teletalk 1 2% Interpretation From the table it can be seen that maximum respondents using GrameenPhone‟s internet service. Here 38% respondents using GrameenPhone for internet, 22% is use Robi for internet and 18% is Banglalink, 12% is Airtel, 8% is Citycell and Teletalk is only 2%. 38% 18% 12% 22% 8% 2% Mobile Internet Service Provider GrameenPhone Banglalink Airtel Robi Citycell Teletalk
  35. 35. Page|35 Which operator’s internet service is best in your view? Frequency Percentage GrameenPhone 27 54% Banglalink 7 14% Airtel 3 6% Robi 9 18% Citycell 3 6% Teletalk 1 2% Interpretation From the table it can be seen that among 50 respondents, 27 says that GrameenPhone is best for internet service. And its percentage is 54% and the other operators are below 20%. 54% 14% 6% 18% 6% 2% Best Internet Service Provider GrameenPhone Banglalink Airtel Robi Citycell Teletalk
  36. 36. Page|36 Which operator has fewer problems during internet browsing? Frequency Percentage GrameenPhone 35 70% Banglalink 8 16% Airtel 1 2% Robi 3 6% Citycell 2 4% Teletalk 1 2% Interpretation From the table it can be seen that 35 respondents says GrameenPhone has fewer problems during internet browsing. And the other operators have many problems during internet browsing. Banglalink is 16%, Robi is 6%, Citycell is 4% and Airtel and Teletalk is only 2%. 70% 16% 2% 6% 4% 2% Fewer Problem GrameenPhone Banglalink Airtel Robi Citycell Teletalk
  37. 37. Page|37 How much you like GrameenPhone for internet browsing? Frequency Percentage Very much 32 64% So-so 11 22% Low demandable 7 14% Not demandable 0 0% Interpretation Here 32 people like GrameenPhone for internet. And the other people are not like GrameenPhone for internet. 64% is very much like GrameenPhone internet. 64% 22% 14% 0% How much you like Very much Soso Low demandable Not demandable
  38. 38. Page|38 How much the GrameenPhone internet service is demandable for market? Frequency Percentage Very much 43 86% So-so 6 12% Low demandable 1 2% Not demandable 0 0% Interpretation From the table maximum respondents says that GrameenPhone internet is demandable in market. 86% respondents are says GrameenPhone internet is demandable in market, 12% says its demand is so-so and 2% is says it is low demandable. 86% 12% 2% 0% Matket Demand Very much Soso Low demandable Not demandable
  39. 39. Page|39 Through which media you use GP internet more Frequency Percentage Mobile screen 15 78.95% Modem with PC/Laptop 4 21.05% Interpretation From the table it can be seen that maximum respondents use mobile screen for GrameenPhone internet. Here 15 people is use mobile for GrameenPhone internet, 4 subscriber use PC/Laptop for using GrameenPhone internet by modem and 7 subscriber use both device for using GrameenPhone internet. 79% 21% Used Media Mobile screen Modem with PC/Laptop
  40. 40. Page|40 Which package you use more? Frequency Percentage Mini pack 0 0% Pay as you go 0 0% Heavy internet pack 6 31.58% Daily pack 3 15.79% Monthly pack 9 47.37% WiFi 1 5.26% Interpretation From the above table maximum respondents are using GrameenPhone‟s Monthly pack. Here 47.37% respondents are chosen Monthly pack, 31.58% respondents are use Heavy internet pack, and 15.79% respondents are use Daily pack and only 5.26% use WiFi. 0% 0% 32% 16% 47% 5% Highly Used Package Mini pack Pay as you go Heavy internet pack Daily pack Monthly pack WiFi
  41. 41. Page|41 Do you satisfy with GP internet? Frequency Percentage Yes 9 47.37% No 10 52.63% Interpretation Here from the table maximum users are not satisfied with GrameenPhone internet. Here 52.63% respondents are not satisfied with this and 47.37% respondents are satisfied with GrameenPhone internet. Why you dissatisfy with GP’s internet? Dissatisfaction causes for GrameenPhone internet are Low Cost, Small size data packages and Low Speed. 47% 53% Satisfaction Yes No
  42. 42. Page|42 How would you rate the overall experience of using GP internet service? Frequency Percentage Very good 13 68.42% Good 5 26.32% Moderate 1 5.26% Bad 0 0% Very bad 0 0% Interpretation From the table maximum respondents overall experience of using GrameenPhone internet service is very good and rest respondents are good and moderate. Here 68.42% respondents are experience is very good, 26.32% is good and 5.26% is moderate. 69% 26% 5% 0%0% Experience of Using Internet Very good Good Moderate Bad Very bad
  43. 43. Page|43 How many times you face problem using GP internet? Frequency Percentage Every time 0 0% Maximum time 0 0% Several time 3 15.79% Sometime 16 84.21% Interpretation Here from the table maximum respondents face problem sometime when they using GrameenPhone internet. 84.21% subscriber face problem sometime and 15.79% face problem several time. 0%0% 16% 84% Problem in GP Internet Every time Maximum time Several time Sometime
  44. 44. Page|44 What is your experience about GP internet speed? Frequency Percentage Very good 10 52.63% Good 4 21.05% Moderate 2 10.53% Bad 3 15.79% Very bad 0 0% Interpretation Maximum respondents experience is very good about GrameenPhone internet speed. 52.63% respondents experience is very good, 21.05% is good, 15.79% is bad and 10.53% is moderate. 53% 21% 10% 16% 0% Experience About Speed Very good Good Moderate Bad Very bad
  45. 45. Page|45 How would you rate your experience in case of the cost of the GrameenPhone internet? Frequency Percentage Very good 0 0% Good 0 0% Moderate 3 15.79% Bad 13 68.42% Very bad 3 15.79% Interpretation Maximum respondents experience about cost of internet data package is bad. Here 68.42% respondents experience is bad and the other respondents are moderate and very bad experience about cost of GrameenPhone internet data service. 0% 0% 16% 68% 16% Experience About Cost Very good Good Moderate Bad Very bad
  46. 46. Page|46 How would you rate your expectation on different internet packages offered by GrameenPhone? Frequency Percentage Very good 0 0% Good 2 10.53% Moderate 13 68.42% Bad 4 21.05% Very bad 0 0% Interpretation Here from the table maximum respondent‟s expectation on different GrameenPhone internet package is moderate. 68.42% respondent‟s expectation is moderate, 21.05% is bad and 10.53% is good. 0% 11% 68% 21% 0% Expectation Very good Good Moderate Bad Very bad
  47. 47. Page|47 Chapter 6 Conclusion & Recommendation
  48. 48. Page|48 6.1 Recommendation Mobile Operator Company should promote about the advantages of mobile internet service in all areas. To increase subscriber GrameenPhone need to promote internet packages more. GrameenPhone should introduce faster internet packages. GrameenPhone should Introduce 3G network soon for provide better internet service. GrameenPhone should reduce the network problems. GrameenPhone should increase internet based promotion to make internet service of the company more demandable. GrameenPhone should publish advertisement to increase mobile screen and PC/Laptop subscribers. GrameenPhone should reduce cost of the internet packages. GrameenPhone should reduce the cost of Monthly and Heavy internet pack. GrameenPhone should increase the data of Monthly and Heavy internet pack. GrameenPhone should increase data for mini pack data services. GrameenPhone should increase WiFi zone based internet service to make subscriber for WiFi based internet. GrameenPhone should reduce cost and increase speed to make more satisfaction from the subscribers. 6.2 Conclusion GrameenPhone is the leading company we have already come to know it. They are grabbing the maximum market share in the telecom industry in Bangladesh. GrameenPhone internet is a major sector of this operator. The organization is investing a huge amount of investment. In case of small screen that is mobile screen GrameenPhone internet is providing a good services but in case of modem the service is a bit disappointing. The services should be balanced for the both case as the company has some strong competitors in the market. It should focus a bit in this sector. Otherwise there is a little bit of probability to hamper the brand image of GrameenPhone.
  49. 49. Page|49Reference 1. GrameenPhone website: www.grameenphone.com 2. Lecture sheets website: www.lecturesheet.com 3. GrameenPhone ltd. annual report: 2011, 2012 4. BTRC website: www.btrc.gov.bd 5. GrameenPhone investor portal: http://investor- relations.grameenphone.com/IRPortal/Admin/PageDetails/?id=1 6. Organization structure: http://grameenphone.com/about-us/corporate- information/corporate-governance/organization-structure 7. Internet packages: http://www.grameenphone.com/products-and- services/internet/internet-packages 8. Roknuzzaman, M. (2006, August 10). A survey of Internet access in a large public university in Bangladesh. International Journal of Education and Development using ICT [Online], 2(3). Available: http://ijedict.dec.uwi.edu/printarticle.php?id=195&layout=html 9. Japanese Journal of Administrative Science, Volume20, No.1, 2007, 43- 45. 10. Telenor website: http://www.telenor.com/about-us/telenor-at-a- glance/ 11. Banglalink website: www.banglalinkgsm.com 12. Robi website: www.robi.com.bd 13. Airtel website: www.bd.airtel.com 14. Citycell website: www.citycell.com 15. Teletalk website: www.teletalk.com.bd
  50. 50. Page|50 Appendix Questioner Do you like mobile internet offered by mobile operators?  Yes  No Which operator’s internet service you use?  GrameenPhone  Banglalink  Airtel  Robi  Citycell  Teletalk Which operator’s internet service is best in your view?  GrameenPhone  Banglalink  Airtel  Robi  Citycell  Teletalk Which operator has fewer problems during internet browsing?  GrameenPhone  Banglalink  Airtel  Robi  Citycell  Teletalk
  51. 51. Page|51 How much you like GrameenPhone for internet browsing?  Very much  So-so  Low demandable  Not demandable How much the GrameenPhone internet service is demandable for market?  Very much  So-so  Low demandable  Not demandable For GrameenPhone internet users: Through which media you use GP internet more?  Mobile screen  Modem with PC/Laptop Which package you use more?  Mini pack  Pay as you go  Heavy internet pack  Daily pack  Monthly pack  WiFi Do you satisfy with GP internet?  Yes  No Why you dissatisfy with GP’s internet?    
  52. 52. Page|52 How would you rate the overall experience of using GP internet service?  Very good  Good  Moderate  Bad  Very bad How many times you face problem using GP internet?  Every time  Maximum time  Several time  Sometime What is your experience about GP speed?  Very good  Good  Moderate  Bad  Very bad How would you rate your experience in case of the cost of the GrameenPhone internet?  Very good  Good  Moderate  Bad  Very bad How would you rate your expectation on different internet packages offered by GrameenPhone?  Very good  Good  Moderate  Bad  Very bad The End

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