Presentation on Internship Affiliation report on the topic of Customer Complaint Management at Robi/ Robi and airtel merger customer complaint handling.
1. Presentation On Internship Affiliation Report
Topic: Customer Complaint Manangement at Robi
Name : Asrafun Nasa
Id : 15-29692-2
Major : Management Information system
BBA
2. Company Information
Company Name: Robi Axiata Limited
Brand Type: Telecom
Brand Type: Joint venture between “Axiata Group
Berhad, Malaysia” (92%), “NTT Docomo Inc,
Japan” (8%) • Inception: 1997
Management hierarchy of Robi:
CEO
General
Manager
Specialist, Officer,
Intern
3. Objectives of the Report
To get proper knowledge of information systems available in
Robi Axiata Limited
To identify issues in processes and opportunities for
improvement
To propose some possible solutions to overcome from existing
problems
4. Essential Activities Undertaken
Work Related Activities:
Customer Complaint Management:
Terminal
Non-Terminal
Service Legal Agreement
Employee Leave Plan Making
Talking with Customer
Giving Customers Feedback
5. Constraints/Challenges faced during
Internship
• Adopting Environment
• Dealing with clients
• Internet Speed
• Working with employees
• Software Using
• Computer Problem
• Work load
Problems Identify in The
Organization
Academic Preparation
Missing Knowledge and
Skills
• Theoretical vs Practical Learning
• Deficiency of Software skill
• Inadequacy of Corporate
Behavior
• Lack of Proper knowledge
about MNC
• Didn't provide essential software
knowledge Outlook, Access, Excel.
During my university classes there
were not sufficient software
classes
• There were no photocopy and
scanning skills during our
university life.
6. Lessons Learned From the Internship
• Use of SAP software
• Following rules and regulations while undertaking specific tasks
• Handling different situations
• Data and information gathering
• Enhanced and effective communication skills
• Adaptation to the corporate world and culture
• Sense of responsibility
• Management skills
• Make Comfort as a corporate person
• Customer service
Lessons Learned from the Organization
7. Lessons Learned From the Internship
Lesson learned from the university internship program
• CV and Report Writing Guidelines
• Report Writing
• Presentation and Communication Skill
• Academic Course
• Punctuality in every aspect
• Team Work
• Adoption of new skills in the corporate world
• Time and resource management
• Discipline
8. Concluding Statement
Suggestions Addressing the Challenges for Organization:
• Employee Recruitment
• Training Session
• Time Scheduling
• Resources Maintenance
• Work Balance
• Reduced Work Pressure
9. Concluding Statement
Suggestions Addressing the Challenges for University:
• Practical knowledge
• Organizing More Business Seminars, Events
• Visit different Organizations
• Arranging More Lab Classes
• Organizing more Workshop
• Setting Up a Web Page for Intern Students
