This is a post-grad level report prepared to identify the core problems faced by Airtel IT Bangladesh and corrective actions initiated with the help of information systems.

1. Prepared by:
Group Name: Team Explore
Prepared for:
Dr. Ummaha Hazra
Assistant Professor
Department of Management
North South University
Course: BUS516
Section: 02
2016
Final Report – Phase 03
AZAS SHAHRIER
Maisha Samiha Doula 162-1488-660
Imtiaz Ahmed Chowdhury 161-1618-660
Md. Rezwanur Rahman 161-2523-660
Azas Shahrier 162-1509-660

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LETTER OF TRANSMITTAL
26.07.2016
Dr. Ummaha Hazra
Assistant Professor
Department of Management
North South University
Subject: Phase 03 / final report submission on Airtel IT Bangladesh.
Dear Ma’am,
We are pleased to enclose herewith the report on Airtel IT which is the phase 03 / final report for
the semester Summer-2016. In this report we have identified the brief summary of the business
problem, the alternative software used to solve the problem, information system chosen by
Airtel, decision criteria of Airtel, organizational achievement on resolving the problem,
reflection, an in depth analysis of the work model was identified by Airtel IT Bangladesh. By
doing the practical work, we understood the relevant theoretical concept way better than any
theory intensive study session would. Thus, the scope of this report has been achieved. It is our
honor to submit this report to you and we are thankful to you for giving us such learning and
innovative tasks.
Sincerely,
Maisha Samiha Doula 162-1488-660
Imtiaz Ahmed Chowdhury 161-1618-660
Md. Rezwanur Rahman 161-2523-660
Azas Shahrier 162-1509-660

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ACKNOWLEDGEMENT
First of all, we would like to express our gratitude to the Almighty Allah, whose invisible
guidance helped us to complete this report.
This report has not only gave us some invaluable experience, at the same time it has made us
indebted some extremely helpful and knowledgeable people. By working as TEAM EXPLORE
we have learnt so many things which would be very invaluable for us in near future.
At first we would like to express our deep gratitude to the Academic Supervisor Dr. Ummaha
Hazra. Without whom this report would not have been possible to accomplish. We are so
honored to have her as our course instructor who taught us about a perfect report making as well
as presentation.
Finally, we are very thankful to Md. Rezwanur Rahman, a partnered employee with the Airtel IT
and a course mate as well for his constant support, guidance and supervision for preparing the
report. Furthermore, the assistance and co-operation provided by each and every group members
or TEAM EXPLORE has made us to accomplish the report.
And last but not the least; we would like to thank our parents for making us what we are today.
Thanks to their enormous effort without whom, we would not have been able to accomplish the
goal.
We really enjoyed a lot every moments since starting the class, submitting group reports on
different phases, case studies till the completion of this report. We firmly believe that it will help
in our future professional work. Moreover we’d like to thank everyone who has helped us for
preparing this report and making it a memorable journey.

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TABLE OF CONTENT
1. EXECUTIVE SUMMARY
2. BRIEF ORGANIZATION PROFILE
4
5
3. BRIEF SUMMARY OF THE BUSINESS PROBLEM 6-7
4. ALTERNATIVE IS CONSIDERED BY THE ORGANIZATION TO SOLVE THE
PROBLEM 7
5. IS CHOSEN & DECISION CRITERIA
6. SNAPSHOT OF BHARTI MAXIT
7-8
8-9
7. ORGANIZATIONAL ACHIEVEMENT OR FAILURE 10
8. REFLECTION
9. REFERENCES
11
12

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EXECUTIVE SUMMARY
An efficient information system creates an impact on the organization's function, performance,
and productivity. Nowadays, information system and information technology have become a
vital part of any successful business and is regarded as a major functional area like any other
functional areas such as marketing, finance, production and human resources, etc. Thus, it is
important to understand the functions of an information system just like any other functional area
in business. A well maintained management information system supports the organization at
different levels.
Many firms are using information system that cross the boundaries of traditional business
functions in order to re-engineer and improve vital business processes all across the enterprise.
This typical has involved installing:
 Enterprise Resource Planning (ERP)
 Supply Chain Management (SCM)
 Customer Relationship Management (CRM)
 Transaction Processing System (TPS)
 Executive Information System (EIS)
 Decision Support System (DSS)
 Knowledge Management Systems (KMS)
 Content Management Systems (CMS)
The strategic role of Management Information System involves using it to develop products,
services, and capabilities that provides a company major advantages over competitive forces it
faces in the global marketplace. We need an MIS flexible enough to deal with changing
information needs of the organization. The designing of such a system is a complex task. It can
be achieved only if the MIS is planned. We understand this planning and implementation in
management development process.

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BRIEF ORGANIZATION PROFILE
Airtel Bangladesh1 Ltd. is sixth member to enter the telecom industry of Bangladesh that runs
GSM (Global System for Mobile Communications) based cellular function. Airtel runs in
Bangladesh since 15th November 1997 and is a joint venture between A. K. Khan & Company
and Telekom Malaysia Berhad and A. K. Khan Group. Initially, this was launched as Warid
Telecom on May 10th 2007 and later it was rebranded as Airtel Telecom in December 2010.
70% of the shares were acquired by Bharti Airtel which is a UAE based Abu Dhabi group’s
cellular operation.
1
Bharti Airtel has made an investment of USD 300 million to expand Airtel in the Bangladeshi
market and this is by far the highest that any Indian company has invested in Bangladesh. This
monetary support is the backbone to the development of better network, better coverage,
innovative and new offers and services.
2
Airtel Bangladesh is comprised of 13 functional groups and they are Customer Care, Supply
Chain Management, Network, Operational Excellence, Human Resources and Administration,
Sales, Information Technology, Corporate Affairs, Finance, Marketing, Legal & Secretarial,
CEO Office and Corporate Assurance Group. Airtel offers an array of services to the local
market of consumers that includes prepaid and postpaid mobile services, international roaming
services, caller tunes, internet plans, voice based chat service, and international multimedia
messaging service.
1Beckham.K, (October 30th 2013), IT Challenges faced by telecommunications providers.
http://www.faronics.com/news/blog/it-challenges-faced-by-telecommunications-providers/ <date of
access: 21/06/16>
2 Unknown. Company Infor: Airtel, http://telecom-infobd.blogspot.com/2011/01/company-info-airtel-
bangladesh.html <date of access: 25th July 2016>

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BRIEF SUMMARY OF THE BUSINESS PROBLEM
It’s about the Central IT help desk of Airtel IT sector. One can get any kind of information about
the Airtel IT sector as well as the resolution of his/her problem through this IT help desk. And
only Airtel employees can communicate with this IT help desk. 3
Mostly, they communicate with
helpdesk for their problems. As they are Airtel employees, it is very important to resolve their
problem as soon as possible.
The problems are such as; portal down, tools down, product activation fails, product deactivation
fails, communication down, service request (SR) down etc.
If they want to communicate with the helpdesk, they need to use hotline or IPT which are limited
in numbers. Therefore, when a large amount of employees want to communicate with this help
desk at a time they can’t do that because of the small number of IPT or hotlines. Thus it creates
huge problems and to resolve this problem. Airtel IT uses software named BHARTI MAXIT.
One of the functions of this software is to be the way for the Airtel employees to inform the IT
help desk about their problems and requirements. One of the sections of this software looks like
a general form and if any one writes down his/her problem and ID in the appropriate place of the
form and submits then directly this massage will come to the bin of central IT help desk.
Through this software at a time, huge number of employees can inform the central IT help desk
about their problems and requirements. Hence, no one needs to wait in the queue to
communicate with IT help desk.
Airtel employees have to use several software cum portals at a continuous process. 4
Therefore,
the extensive use of such portals jams the servers through which problems are being resolved of
the customers. Whenever the problem arises, tools are down and the service cannot be served
properly to the customers. Therefore, each employee facing problems with portals needed to call
the Airtel central IT help desk to resolve the problem through hotline or IPT. But due to
excessive amount of calls, the service requests are not being resolved properly from backend.
3 Unknown, (29th December 2013), Airtel Bangladesh Signs Corporate agreement with Thakral Group.
http://bangladesh-technolgy.blogspot.com/2013/12/airtel-bangladesh-signs-corporate.html?m=1 <Date of
Access: 21/06/16>
4 Daily Star, (18th January 2011), Airtel Signs Deal with Singaporean Company.
http://www.thedailystar.net/news-detail-170471 <Date of Access: 21/06/16>

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Again, at a time four IPT hotlines can be accessed but genuinely more than 10 calls are being
made during the downtime period. Nevertheless, the main problem of service request (SR) log is
one of the major problems among all of them. If no log is being made then the amount of service
delivery is not ensured and cannot be measured whatsoever. However, inconsistency of regular
work process, manual implementation to a greater extent were one of the major problems faced
by the employees previously.
ALTERNATIVE IS CONSIDERED BY THE ORGANIZATION TO SOLVE
THE PROBLEM
The alternative criteria considered by Airtel IT Bangladesh was to automate the current system
from a partially automated process of works to smooth the entire work flow. The criteria are as
follows;
 MAXIMO
 MAXIT
IS CHOSEN & DECISION CRITERIA
Airtel IT uses software named BHARTI MaxIT previously named MAXIMO. One of the
functions of this software is to be the way for the Airtel employees to inform the IT help desk
about their problems and requirements. One of the sections of this software looks like a general
form and if any one writes down his/her problem and ID in the appropriate place of the form and
submits then directly this massage will come to the bin of central IT help desk. Through this
software at a time, huge number of employees can inform the central IT help desk about their
problems and requirements. Hence, no one needs to wait in the queue to communicate with IT
help desk.

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Firstly why Maximo was changed because it was very slow and complex. Maximo was
completely complex in nature where one problem request had to be submitted many times to get
it addressed and this made the entire process very time consuming.
The reasons why MaxIT was chosen are as follows:
Firstly, MaxiIT was more advanced and had more features than Maximo. MaxIT operates
through ticketing. Here, whatever problems employees have are filled in a form and submitted
under designated employee ID to the software. This via software goes to the Central IT helpline
and they designate each individual problem to a particular resolver team. Resolver teams
immediately work on the problems and solve it and close the ticket. Then immediately an
automated mail is sent to the concerned employee along with a screenshot of the problem.
MaxIT also helps store past problems and solutions and one can have access to these when
needed. Along with SR (Service Requests: requests that are solved within specific period of time.
SR was also present in Maximo) MaxIT also has INCIDENT that allows a problem to be solved
immediately from its time of occurrence and is very helpful in cases of emergency. Thus, all
these features and positive sides of MaxIT lead to the decision criteria of selecting it.
SNAPSHOT OF BHARTI MAXIT

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FIG-1: Snapshot of Bharti MaxIT IS

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ORGANIZATIONAL ACHIEVEMENT OR FAILURE
Yes, the problem was solved. Many problems could be addressed at the same time and
employees can submit multiple problems at the same times as well. Thus, these helped the
organization to achieve its goals successfully. 5
The chart for analyzing success is drawn above.
5 J.Marc. R.Adriana, Evaluating Performance In Information Technology,
http://www.cimaglobal.com/Documents/ImportedDocuments/tech_mag_evaluating_performance_in_inform
ation_technology_july07.pdf.pdf <date of access: 25th July 2016>
FIG-2: Model for Analyzing the Success of Implementing MaxIT
INPUTS PROCESSES OUTPUT OUTCOMES
External Environment
- Airtel Employee Loyalty
& Retention
Corporate
Strategy
-Ability to resolve
problems faster
without raising
complains
Resources
-IT Software
(MaxIT)
Leadership
-Commitment
& Focus on IT
Initiative
IT Strategy
-Solve
problems
faster
-Solve many
problems at
the same
time
IT System
-Appropriate
software (MaxIT)
for effective
application
-Increased
Employee
Satisfaction
-Time Saving
-Increased
Capacity
Utilization
-Improved
Quality
-Direct Cost
Savings
Corporate
Goodwill

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REFLECTION
 This project gave us a huge arena in the light of learning opportunity. Firstly and most
importantly, we have relearnt to work in a team in a synchronized manner through fair
division of work that gave a conflict free working environment as well.
 Another very important aspect of doing such project is the use of APA formatting. Through
this assignment we have all successfully learnt to incorporate this learning into our work
making it look more professional.
 We have also learnt networking and how networking with an organization can help us.
 We have learnt project management through all the given tasks and via communicating with
group members effectively to implement our ideas.
 Time management and meeting deadlines were one of the most intrinsic learning from this
project. Through Phase-1, Phase-2 and phase-3 reports we have learnt to meet deadlines
more conveniently.
 We have literally been blessed to see the blossoming side of IT and how an upgraded IT
software can improve an organizational credibility through this project.
 Last but not least, we have also been able to get a close insight to the corporate
organizational culture and this will shape our views towards choosing a career path in the
future.

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REFERENCES
1) Beckham.K, (October 30th
2013), IT Challenges faced by telecommunications providers.
http://www.faronics.com/news/blog/it-challenges-faced-by-telecommunications-providers/
<date of access: 21/06/16>
2) Unknown. Company Info: Airtel, http://telecom-infobd.blogspot.com/2011/01/company-
info-airtel-bangladesh.html <date of access: 25th July 2016>
3) Unknown, (29th
December 2013), Airtel Bangladesh Signs Corporate agreement with
Thakral Group.http://bangladesh-technolgy.blogspot.com/2013/12/airtel-bangladesh-signs-
corporate.html?m=1 <Date of Access: 21/06/16>
4) Unknown, (29th
December 2013), Airtel Bangladesh Signs Corporate agreement with
Thakral Group. http://bangladesh-technolgy.blogspot.com/2013/12/airtel-bangladesh-signs-
corporate.html?m=1 <Date of Access: 21/06/16>
5) J.Marc.R.Adriana, Evaluating Performance In Information Technology,
http://www.cimaglobal.com/Documents/ImportedDocuments/tech_mag_evaluating_perform
ance_in_information_technology_july07.pdf.pdf <date of access: 25th July 2016>