Report On Human Resource Division And Customer Service Division Of Aktel


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Report On Human Resource Division And Customer Service Division Of Aktel

  1. 1. Table of Content 1. Introduction 9 1.1 The origin of the report 9 1.2 Objective 9 1.3 Methodology 10 1.4 Limitations 10 2. About Aktel 11 2.1 About the company 11 2.2 Vision 11 2.3 Mission 11 2.4 Theme 11 2.5 Motto 11 2.6 Major Milestone of the AKTEL 12 3. Human Resource Division 13 3.1 About Human Resource Division of the company 13 3.2 Importance of HR division in the company 13 3.3 Duties and responsibilities of HR division of AKTEL 13 3.4 HR Mission 14 3.5 HR objective 14 3.6 AKTEL HR ORGAN GRAM 14 3.7 LITERATURE REVIEW (with the comparison of AKTEL) 15 3.8 Recruiting 15 3.9 Sources of recruitment 15 3.10 Forecasting the supply of outside candidate 17 .3.11 The procedure of CV sorting 18 3.12 Selection 18 3.13 The chart of recruiting and selection process of AKTEL 20 3.14 Problems with the Recruiting and Selection process of AKTEL 21 3.15 Recommendations 21 3.16 Employee orientation 22 Human Resource Division and Customer Service Division of Aktel -- 7
  2. 2. 3.17 Training programs in AKTEL 22 3.18 Why AKTEL train their employees? 23 3.19 How the training process is conducted? 23 3.20 The Training Process 24 3.21 Supervision of training by AKTEL HR department 25 3.22 Objectives of AKTEL training programs 26 3.23 Training plan 26 3.24 Trainee evaluation 30 3.25 Development Program in AKTEL 31 3.26 Why Development is needed for the employees? 31 3.27 How the development process is conducted? 31 3.28 The development process 32 4. Customer Care Davison 33 4.1 Overview 33 4.2 Uncompromising Integrity 34 4.3 Total Commitment to Customer 34 4.4 Respect & Care for Others 34 4.5 24/7 Support Helpline 123 35 4.6 A Quick Guide to 123 35 4.7 Other 24/7 Customer Support & Assistance Points 37 4.8 AKTEL Touch Points (ATP) 37 5. Problems and Recommendation 39 5.1 Problems with the training and development programs of AKTEL 39 5.2 Recommendation and ways to implement those 39 5.3 SWOT Analysis 41 6. Bibliography 42 Human Resource Division and Customer Service Division of Aktel -- 8
  3. 3. 1. Introduction 1.1 The origin of the report: The term paper is prepared for Mr. Md. Shawan Uddin, the course instructor of undergraduate program, School of Business at Asian University of Bangladesh. This report is prepared as a partial requirement of Organizational Behavior (BBA-2403) course during the spring 2009 and submitted at the same semester. Following the standard procedure and instruction given by the course instructor does this formal report. 1.2 Objective: Primary objective: The primary objective of this project is to learn about the customer care, recruiting, selection process and orientation, training and Development process of the AKTEL mobile company. Report objective:  To give detailed information about requiting, selection, orientation, training and development process of the company.  To focus on the major activities of requiting, selection, orientation, training and development process and under which division these work.  Show how this activities relate with the organization overall strategy and objective.  To know how affectively these activity work for the company.  To focus on the extent and nature of any formal evaluation of the activity’s effectiveness. Human Resource Division and Customer Service Division of Aktel -- 9
  4. 4. 1.3 Methodology: Primary Data: From the interview of the Human Resource Manager & Customer Care Service Manager of AKTEL collects the primary data and information. Secondary data: The data and information is also taken from books, catalogs and also from the Internet. 1.4 Limitation: The major limitation factor for this report was primarily the reluctance and strict devotion to confidentiality maintenance attitude show by the officials of AKTEL mobile company. Moreover, some information was withheld to preserve privacy of the company. So, we can’t give the exact information always. Most of all we had very little time to finish this project. If we had some time more the project could have been better. Human Resource Division and Customer Service Division of Aktel -- 10
  5. 5. 2. About Aktel 2.1 About the company: TM International (Bangladesh) Limited (TMIB) is a joint-venture company formed between Telecom Malaysia Berhad and M/S A K Khan Group. TMIB started its commercial operation in Dhaka, Bangladesh as a GSM cellular phone operator in 15th November 1997 with the objective of offering the state-of-the-art and modern telecommunications services to the people of Bangladesh at competitive prices. With a tremendous response from customers in Dhaka, TMIB has started its operation in Chittagong from 26 th March 1998. Finally, these two companies launched a brand product named “AKTEL” in Bangladesh. 2.2 Vision: To be a leader as a Telecommunication Service Provider in Bangladesh. 2.3 Mission: AKTEL aims to be achieving its vision through being number “One” not only in terms of market share, but also by being an employer of choice with up-to date knowledge and products geared to address the ever changing needs of our budding nation. 2.4 Theme: “Customer First” 2.5 Motto: “Cleary Ahead” Human Resource Division and Customer Service Division of Aktel -- 11
  6. 6. 1.6 Major Milestone of the AKTEL business: 1. First time introduced the 'mobile Plus (PSTN Incoming Connectivity only) Product Services' in Bangladesh. 2. First time introduced the Tele-Ramadan (Timing of Iftar and Sehri during Ramadan) under Tele-info Services in Bangladesh. 3. First time introduced the Seamless Coverage throughout the Dhaka- Chittagong Highway and named it as 'Chittagong Dhaka Corridor (CDC)'. 4. First time introduce the full fledged IVR based Customer Services (Call Center) in telecom market. 5. First time introduced cellular services in the most northern part of Bangladesh by launching AKTEL Service in Rangpur and Dinajpur in 2002. 6. TMIB brought Twenty Six (26) Districts and the outskirts under AKTEL network by the end of Year 2002 successfully. 7. Introduced the automatic system generated bill amount and payment request for the Post-paid subscribers in 2002. The automatic unbarring facility, after necessary payment making by the subscribers, is also a part of this system. Today, AKTEL is recognized as a leading brand in Bangladesh and this is driven by our persistent pursuit of quality and technology, putting it clearly ahead of the rest. The future with AKTEL is promised to be exciting as we strive to employ the best resources and latest technology in offering many more innovative and exciting products and services. Human Resource Division and Customer Service Division of Aktel -- 12
  7. 7. ad 3. Human Resource Division 3.1 About Human Resource Division of the company: AKTEL has human resource activity from the very beginning when they first started their operation though earlier they do not have separate HR division. It was working jointly with other division (finance, marketing, administration). The company establishes separate HR Division in January 1998. They have now 21 employees including those who are working in their head of the department. Their HR head quarter is situated at Malaysia. 3.2 Importance of HR division in the company: To run the organization operation properly and to achieve the organization’s goals, the organization needs qualified and right employees. HR helps to find the right person for the right job. This is the major work of HR division. Employee recruiting, selection, training, management development, and employee compensation all these things have done under HR division. To achieve their mission they provide effective training program, design attractive compensation package, provide performance appraisal. These entire things are done for finding the appropriate employee for the organization who can assist organization to accomplish its goal. 3.3 Duties and responsibilities of HR division of AKTEL:  To perform job Analysis  To get engaged with recruiting and conduct initial screening.  To design the orientation, training and development materials.  To help in designing organization development activities.  To work with employee’s compensation and benefit.  To provide sufficient information in order to complete the processing of recruitment and selection.  Duties with Administration sector under AKTEL HR Division: 1. Transportation management 2. Protocol 3. Health and safety of the employee. Human Resource Division and Customer Service Division of Aktel -- 13
  8. 8. 3.4 HR Mission: “To be the employer of choice” 3.5 HR objective:  Providing the right person for the right job.  Job satisfaction.  Career planning and Development.  Reduce the employee turnover by recruiting and selecting the right person. 3.6 AKTEL HR ORGAN GRAM HR Division Recruiting & Administration Training & selection (6 employee) development (3 employee) (5 employee) Compensation & HR Information benefit (4 employee) (2 employee) Human Resource Division and Customer Service Division of Aktel -- 14
  9. 9. 3.7 LITERATURE REVIEW (with the comparison of AKTEL): 3.8 Recruiting: To find the appropriate person for the company HR develop source of qualified applicant and engaged in recruiting activities. They construct contact with different source and try to build a pool of candidate. They try to assemble candidate for the organization and from them they try to find out the right person. Recruiting is the first step for creating the human resources for the company. Company can recruit employee when they need. AKTEL recruit employee during the whole year at different time. They some time recruit employee on quarterly basis or half yearly basis or yearly basis basically depend on their business plan. As AKTEL expanding their business, they need to recruit more people. They forecast their business plan and determine the duties and position before they recruit employee. To find the human resource requirement they consider all three techniques- 1) Trend analysis: Basically “trend analysis” is a study of a firm’s past employment needs over a period of years to predict future needs in order to recruit and select the adequate number of employees. AKTEL do use trend analysis in order to determine the number of employees needed each period. Because they have to plan for different areas throughout the whole country for which they need to rely on past records of recruiting employees. 2) Ratio analysis: A method for determining future staff needs by using ratios between sales volume and number of employees. Since, AKTEL is Tele communicating servicing company; it needs to rely on ratio analysis to have proper distribution of employees in sales sector with the comparison of demand of their product and also with the demand of supervisors in each division. Human Resource Division and Customer Service Division of Aktel -- 15
  10. 10. 3) Scatter plot: A graphical method used to help identify the relationship between two variables. Most of the time, AKTEL uses scatter plot. The reason behind this is the demand for their brand product. And the demand varies upon the population density, location of that place and their budget to provide service in those areas. Since they have to make plan depending on these factors, they prefer scatter plot to determine the number of employees for recruiting and selecting. 3.9 Sources of recruitment: AKTEL recruits from both internal and external source. (a) Internal Recruiting: Before hiring the outside candidate an organization should forecast the inside candidate. AKTEL keeps a record of every employee’s performance evaluation. They evaluate employee before training and after training. They basically evaluate employees on the basis of 3 skills – functional, behavioral and conceptual. After gathering all possible information about their employee’s performance they construct a position replacement card. They show here possible replacement, present performance and promotion potential. They also show what type of training an employee need for a particular job. They use it for promoting people for upper level or top-level management and technical position depending on the company situation. They also use it for job rotation. By using this technique they recruit most of their internal candidate. (b) External Recruiting: External Source is one of the major sources of recruiting employee for any organization. An organization may have different types of external sources. AKTEL uses different types of sources to find the candidate for their organization. Under this source, AKTEL follows different kinds of sources that are described below: Human Resource Division and Customer Service Division of Aktel -- 16
  11. 11. (1) Advertising: AKTEL uses different types of advertising to recruit employees. They generally go for newspaper advertising and online advertising. Online advertisements are presented by their own website and other websites like (2) Agencies: AKTEL does not go for Agency recruiting. Sometimes they take help from foreign agencies when they hire expatriate. They use foreign agencies to recruit expatriate and top-level management people. These types of recruiting decisions have been taken by their head office that is situated in Malaysia. (3) Executive recruiting: Executive recruiters are special employment agencies retained by employees to seek out top-management talent for their clients. In order to have qualified candidates who are employed and not actively looking to change jobs, executive recruitment is also used as a source of candidates in AKTEL. (4) College recruiting: As an important source of professional and technical employees, college recruiting is widely used by AKTEL. The organization recruit employees from job fair also. They have participated in several job fairs. Last tear they participated at N.S.U job fair organized by Department of Career Service (DCS). They recruit fresh graduate from university as well. Sometimes, they recruit fresh graduate after they have completed their internship in their organization. 3.10 Forecasting the supply of outside candidate: AKTEL consider the general market condition, local market condition and occupational market condition when they recruit because it helps them to find whether they have suitable supply of candidate or not. Human Resource Division and Customer Service Division of Aktel -- 17
  12. 12. 3.11 The procedure of CV sorting: AKTEL sorts their candidates CV on the basis of few factors. These are: (a). Educational Qualification, (b). Candidates Experience, (c) Skills on the specific field; 3.12 Selection: AKTEL go through some selection process when they hire employee. They undergo some initial screening and testing technique when they select an employee. These techniques help them to find the right person for the right job. They take interview of the candidate; arrange different tests to find the appropriate person. Then they give final decision. HR manager conducts initial screening part for the selection procedure. Department super and top-level management who are responsible to take the final decision conduct the remaining part. However, for the selection procedure, AKTEL follows two steps. These are: 1. Written test: The candidate who applies for the job should sit for a written test. The candidates who pass in the written test are selected for further processing. In order to take written test, they generally follow two types of tests. These are given below: (a). Specific cognitive abilities/ mental abilities: The method is used for measuring mental abilities such as inductive and deductive reasoning, verbal comprehension, memory and numerical ability. Thus, AKTEL use this type of test in order to select employees for the mechanical or technical positions of their company. (b) Achievement test: These methods are widely used in employment screening. Since, it is basically a measurement of what a person has learned throughout his/her life; therefore AKTEL uses this method in order to recruit and select employees for administrative section who are able to apply their gained knowledge in their practical field so that AKTEL can find out the right person for the right place. Human Resource Division and Customer Service Division of Aktel -- 18
  13. 13. 2. Interview: AKTEL has their own design template for taking interview for applicants who pass the written test. The different interview procedures are used in AKTEL: (a). Stress Interview: Most of the time AKTEL takes stress interview for the only for technical supported fields and marketing division. (b). Job related Interview: The company usually takes job related interview for every candidate in primary stage. (c). Panel Interview: AKTEL sometimes use panel interview where groups of people of different jobs are encouraged to ask questions to evaluate the candidate more efficiently. However, sometimes they directly call for the interview without taking the written test. 3. Other tests: Beside written test and interview AKTEL likes to go through some other types of test. # Presentation skill test: AKTEL takes presentation skill test to find whether the person is a good presenter or not. These types of tests are taken for evaluating the ability for marketing or sales division. # Medical test: AKTEL take medical test to find the employees physical condition. It helps them to find whether they are physically fit for doing their job properly. Human Resource Division and Customer Service Division of Aktel -- 19
  14. 14. Final selection: After completing the entire test AKTEL give their final decision on the basis of the result of all the different kinds of tests. Then, an employee is finally selected to work in the organization at a joining date given by AKTEL. 3.13 The chart of recruiting and selection process of AKTEL: Recruiting C.V Sorting Written Test Interview Other Test Final Selection Human Resource Division and Customer Service Division of Aktel -- 20
  15. 15. 3.14 Problems with the Recruiting and Selection process of AKTEL: # They do not follow any personnel replacement chart. # They do not promote work samples testing to evaluate a candidate. # AKTEL doesn’t use any method to test each employee’s personality. # AKTEL doesn’t follow background checking for selecting candidates as it becomes expensive for the company. # They do not follow appraisal interview as well as situational interview. 3.15 Recommendations: # They should use personnel replacement chart in order to recruit more efficient employees for a specific position quickly. # Since, they do not promote work samples they face problems with the employees in practical field. Thus they should bring more facilities for the H.R. Division to check work samples for technical employees. # AKTEL would get benefit if they check the personality after the whole selection procedure because, those employees who have personality problems might cause conflicts inside the organization and also in the practical field. To implement this, AKTEL should verify one’s personality by psychological tests and similar test used. # To recruit and to select efficient candidates AKTEL should check background information. The process can be implemented by verifying an applicant’s current position, motivation to work, technical competence and ability to work with others from the current or previous supervisor. # AKTEL should implement appraisal interview in order to motivate employees. Appraisal interview can be taken for the current employee by conducting a brief discussion with the supervisors and the employees for their performance. And through this interview they should recommend what to do in order to motivate their performance. Again, AKTEL can implement situational interview so that they can have more efficient employee in their organization. The situational interview can be placed in interview session by providing specific questionnaires or situation or case for a specific job. Human Resource Division and Customer Service Division of Aktel -- 21
  16. 16. 3.16 Employee orientation: - AKTEL generally uses 7 days’ orientation program. Mainly they have two types of employee orientations: # They arrange an overall orientation for one day. In the orientation all the new recruiters are present and the management give them an overall job description and job specification. # Department supervisor gives the new recruiter some orientation about the department’s job procedures, and make him or her familiar with the working environment (the other six days) 3.17 Training programs in AKTEL: - 2 The training program is a vital link in the process of converting the recruit into productive representatives. The money, which is spent on recruiting and selecting people, may be wasted if their selection is not followed up with the proper training programs. Additionally, experienced reps may not improve or even maintain their productivity if they are not provided with an adequate amount of continual training. So the purpose of training is to relate and improve the specific performance related skills, attitudes, perception and behaviors require people’s success with the state of readiness of the force. As AKTEL is the leading provider of telecom services, they always want to serve their best. That is why, they have very strong and effective training department to train the best training to their employees. At AKTEL the top-level management believes that their primary competitive advantage comes from their employees. In the ever-changing mobile industry, all of they must continuously upgrade their skills and knowledge in order to maintain this competitive advantage. Their training programs are based on the job natures and the performance of the employees. Their goal is to attract, retain and motivate the very best and to do that they support training, development, and business education. Human Resource Division and Customer Service Division of Aktel -- 22
  17. 17. 3 3.18 Why AKTEL train their employees? : - 4 Primarily, the importance of training stems from the rapid change in the environment. As a developing country, people, in general, are not very aware about the technological changes that are taking place. training basically seek to take human inputs recruited or even existing employees and turn them into productive part of the company. Training programs should be taken as a continual, ongoing process, which improve the scenario in different dimensions such as: 1. Training process is conducted to provide the freshers the basic knowledge which is required to perform their specific job perfectly. 2. To implement the basic knowledge, Aktel provides practice session for the new employees. Aktel believes on the more practice the more perfect empolyee. That’s why they prefer more the practice session. 3. Training provides the people with better improved knowledge, working habits, working techniques which are essential part to achieve both employee and company satisfaction and thus retaining them in the long run. 4. Training programs also help trainee to develop positive attitude about themselves and company as a whole. Therefore, training works as one of the most vital weapons to achieve overall, long-run goals of an organization. 4.1.1 3.19 How the training process is conducted? : - 5 AKTEL uses different training technique depending on the training content, purpose of the training program, participants of the program as well as time required for the completion of the training. The training program of AKTEL is conducted before sending the entry level employees to the workstation. Human Resource Division and Customer Service Division of Aktel -- 23
  18. 18. The training need of each employee is analyzed through two processes:  TNA : Training Need Analysis  SGA : Skill Gap Analysis The results of these two processes measures how much training each employee needs 3.20 The Training Process: There are three types of training process: 1. In-house training: This training is provided through the vendors. Employee supervisors or line managers provide a coaching for the new employees. In coaching, lectures are delivered to provide knowledge related to the specific jobs. A lecture is the best way to present a basic outline of a subject in a shorter time to a larger number of trainees than any of the other techniques. FOR example, when information about AKTEL’S products, new services, and new findings in the research and company information, market condition is to be given to the trainees then the training department adopts lectures. With this technique, a trainer can handle a higher number of participants and give greater volume of information within a short time period 2. foreign training: To implement new technology Aktel have to train their new employees from foreign countries. They have arranged for international training for their employees according their performance .In this case the employee has to sign a Bond assuring the company that he will not leave company next few years. This duration varies based on the training. Employees are mainly send to Malaysia for this higher training. The cost of relocations, the whole expense of food and housing are providing by AKTEL Company as long as they are in the abroad for training. Human Resource Division and Customer Service Division of Aktel -- 24
  19. 19. 3. Job rotation: AKTEL provide job rotation to the entry-level employees. In this process they don’t send their employee of one department to another department for training. What they do is that they just send employee of one branch to another or one region to another. 4. Discussion: In AKTEL, when any new system is launched or when there is any need for changing the technique or policies, discussion is used as a training method where both the trainer and the trainees can share their thoughts and opinions. During the leadership training, induction training as training on advanced selling skill; the training department usually prefers discussion. Sometimes, when cases are given to the trainees to solve the problem and suggest recommendation, group discussion also takes place among the trainees. 3.21 Supervision of training by AKTEL HR department: - Though the training programs are provided by different departments, the overall supervision is upon the HR department. They look after the overall process and do some routine functions. They are as follows:  Prepare, maintain and update training related database.  Prepare career development plan  Prepare induction training manual/modules  Evaluate training program  Make agreement between AKTEL and employees for overseas training  To communicate with different local training institutions  To communicate with trainers/instructors. 5.1 Human Resource Division and Customer Service Division of Aktel -- 25
  20. 20. 5.2 3.22 Objectives of AKTEL training programs: - A primary objective of many training programs is to teach the force how to be more productive. Usually, a person’s productivity will increase with experience. But if s training can substitute for some of the needed experience, higher productivity levels should be reached earlier. The most important objectives of training program are Shown in the given diagram: 5.3 5.4 5.5 5.6 Improved Improved self- 5.7 communication management 5.8 5.9 5.10 Increased Training program Improved 5.11 productivity objectives of Aktel morale 5.12 5.13 5.14 Improved 5.15 customer relations 5.16 5.17 5.18 Figure: Training Programme 5.19 3.23 Training plan: - Training gives new employees the skills required to perform their jobs perfectly. So make the training program perfect AKTEL plans some steps, which are helpful for the fresher. AKTEL follows the following steps to conduct training. Human Resource Division and Customer Service Division of Aktel -- 26
  21. 21.  Who should be trained: As newly hired person doesn’t have enough knowledge about the company and his job, training can help them in this regard. Although experienced people have knowledge about their job still they need training to cope with the changing world.  Recognizing training needs: AKTEL mainly follows ‘need based training’. That is, whenever the supervisor finds that his/her subordinates’ need sufficient training, they immediately take necessary steps and arrange training programs. The supervisors use several methods to assess training needs. They are as follows:  Performance testing  Job analysis  Force survey  Performance survey  Observation  When training should take place: Timing of the training has two basic attitudes. Some organizations prefer training first than go for the job, where as some organizations want training based on after job performance. In AKTEL, the Training programs are made as yearly basis for providing training on techniques and skills for all level of their employees including the ones from other departments because they believe that in a organization everybody needs to have skill. The marketing department, sales department and HR department altogether do the overall plan. This yearly plan for training is enhanced by the monthly meetings held in every spots where AKTEL has subsidiaries. These meetings are referred to as Pre- cycle Briefing meeting. These meetings try to find out in which areas and for which employees training is needed. In the beginning of the training, expectations from each participant in the training program are assessed and according to that the managers design the content of the training. Human Resource Division and Customer Service Division of Aktel -- 27
  22. 22. At every meeting, each department discuss and analysis the performance of the worker of their department in the past month and identifies whether they are performing accordingly or not. If someone fails to perform and cannot reach the objective then the need for training arises. Plan of every individual department also has significant impact on the training plan because only proper training can ensure the implementation of the plan. The yearly plan for providing training makes sure that it can be helpful for the achievement of the objective of the plan. The training department plans the training before 2-3 months from the time intended to provide the training to the employees. The Training Manager is responsible for preparing the budgeting, plan on which training for whom in all department, planned actions, and also give guidelines to the Human Resource Department for recruitment and selection. However, Training Manager specifically works with the related training. According to the company’s perspective, everybody should have knowledge about their related job. So, the Training Manager plans what type of training is required for new recruits and the existing personnel and how the training is going to change the current performance and will help in achieving the desired level of performance. Both the managers analyze the performance of the trainee after attending the training program taken place in the last month and set strategy for the next month’s training plan.  Where training should take place: Training can be provided in both centralized and decentralized manner. Centralized training occurs when all the people come to one central location (often home office) to have training. On the other hand decentralized training of people is usually held in field or regional offices. AKTEL follows both centralized and decentralized training. General management training program for the top level executives are mainly held in the home office because centralized school normally has more formal facilities for training than are Human Resource Division and Customer Service Division of Aktel -- 28
  23. 23. available in the field. As top-level executives need more advanced training, that’s why, it usually held in the head-office. On the other hand, those whose works are mainly field based, they often have to go with their senior people to the field, have to do on-the-job training, attend seminars, conferences etc to increase their outer knowledge.  Who should be the trainer: A trainer is the person on whom the success or failure of the whole training program is dependent. There are three types’ trainers by, they are- 1. Regular line executives, 2. Staff personnel and 3. Outside specialists. Because each has certain advantages, it is not unusual to find organizations using all these three types as well as using one or two types. It basically depends on the size of the firm, the characteristics of the product line, the focus of the training where the sessions are held etc. AKTEL has both line executive trainer and outside specialists. The HR manager and senior supervisor usually train their own force. In that way, the trainer can get better understanding about the laggings of their force and can take necessary steps according to that. On the other hand, force also get known environment because of their own supervisor as their trainer. Aktel also bring outside specialists from abroad like Malaysia. In this way, they get the most advance and recent information from their competitors. Human Resource Division and Customer Service Division of Aktel -- 29
  24. 24. 3.24 Trainee evaluation: - In AKTEL, The effectiveness of a training program is measured by evaluation of the trainees. This evaluation is necessary in terms of assessing the value of the training and in terms of improving the design of future programs. There are mainly four outcomes based on which the organization evaluates the success or failure of each training program. The four outcomes are- reaction, learning, behavior and results. After each training session, each must have to submit an ‘annual assessment’. In the annual assessment, each trainee is asked to do report regarding the training program and is asked to do presentations on the items they have learnt. During the training, quizzes and assignments are also given among the trainees. The effects of training on their performance are evaluated through the performance they have done after taking part in the training compared to the performance they used to do before the training and by this the organization measure the effectiveness of that training program. The trainees who have gone abroad for attending the training program are required to submit a report regarding on the materials taught in the whole training program. This type of evaluation helps both the trainers as well as the trainees. The trainees can compare their own performance and try to improve according to that. The trainers can judge the effectiveness of training and can develop better strategy for the upcoming training program. Human Resource Division and Customer Service Division of Aktel -- 30
  25. 25. 3.25 Development Program in AKTEL: Management development is any attempt to managerial performance by imparting knowledge, changing attitudes, or increasing skills. For the past few years management developments focus has been shifting from preparing managers to fill higher level slots to preparing them to meet the challenges of managing in past paced environment. Increasingly, therefore, the emphasis is on developing a manager’s ability to learn and make decisions under conditions of rapid change. The management development program may be aimed at filling a specific position, such as CEO, perhaps with one of two potential candidates. When it is an executive position to be filled, the process is usually called succession planning. Succession planning refers to the process through which senior level openings are planned for and eventually filled. 3.26 Why Development is needed for the employees? : When AKTEL selects their own employees to fill the vacant higher positions they look for the employee who are ready to get the higher position. As they do not follow the personnel replacement chart or position replacement card they have to make those employees ready to acquire the higher position AKTEL conducts development program for them. It helps those employees to have the ability to take decisions those are required in the higher-level position. Those who deserve the higher position receive a development process conducted by AKTEL but it’s true that their development programs are not well organized though they take some necessary steps for developing their employees who are working inside the organization. 3.27 How the development process is conducted? : Before starting a development program they analyze the employees to what extent they need the development to be fit for the higher position. To analyze this they go through SGA (skill gap analysis). Human Resource Division and Customer Service Division of Aktel -- 31
  26. 26. On the basis of the SGA every employee has to have a yearly 40 hours development process. It depends on the current skill of those employees. Every employee of AKTEL (from manager to managing director) goes through a career succession planning. Through this career succession planning employees develops their skills to deserve the vacant higher position. 3.28 The development process:- To conduct a development process AKTEL follows the following on the jobs techniques: 1. Job rotation: AKTEL provide job rotation to the managerial employees also. But the idea of AKTEL’s job rotation policy is limited only to the department. That means they don’t send their employees of one department to another department. What they do is that they just send employee of one branch to another or one region to another. For example, for job rotation they send Marketing manager of Chittagong branch to the Marketing department of Dhaka branch as a manager which position is vacant, but they don’t send a marketing manager to the sells department or HR department or any other branches. 2. Junior Board: It is used for operational decisions in most cases. But sometimes it is used to take very few strategic decisions (example: to design training program). To attend junior board all employees should already receive the initial coaching. In junior board top level managers have a sit with the sub-ordinates and encourage them to provide possible suggestions regarding a decision. The sub-ordinates try to give suggestions through brainstorming using the knowledge provided in the initial coaching. Human Resource Division and Customer Service Division of Aktel -- 32
  27. 27. 4. Customer Care Davison 4.1 Overview 6 AKTEL Customer Care Centers have been established to meet all your needs and demands, under one roof. Staffed with professionals, these Centers cater to any queries that you may have regarding AKTEL and its products / services. Any support regarding your AKTEL connection, be it as simple as paying your bills or activating any of AKTEL’s innovative value-added services, is available at these Centers. Our vibrant and experienced customer service team aim to provide you with a unique quality experience that will make your realize how important you are to us. You are most welcome to visit us at any one of the 19 AKTEL Customer Care Centers that are currently operational in select cities, with many more to open shortly. Human Resource Division and Customer Service Division of Aktel -- 33
  28. 28. 4.2 Uncompromising Integrity Our reputation is based upon our ability to fulfill promises to shareholders, customers and employees. We do so by being honest in our dealings, taking responsibility and being accountable for our actions. We treat everyone the way we would like to be treated. We are proactive in identifying issues and coming up with solutions. We ensure that the highest ethical standards guide us in making decisions. We are true to our word. 4.3 Total Commitment to Customer Our success is based upon our customer focus. We listen to and connect with customers. We anticipate their needs and make it easy for them to do business with us. We keep promises. We offer them value and quality services to enrich lives and enhance business success. We treat them with dignity and respect. 4.4 Respect & Care for Others By working as one team with shared goals we achieve great things. We value ideas and contributions from everyone. We recognize, respect and value diversity in the team. We develop strong bonds by communicating and sharing knowledge. We encourage open discussion and commit to an agreed position. All of us have a part to play. Human Resource Division and Customer Service Division of Aktel -- 34
  29. 29. 4.5 24/7 Support Helpline 123 Wondering whether you have enough time to visit our Customer Care Centers for information as simple as your current Friends and Family numbers? Or do you want to know about AKTEL’s latest offers but do not have the time to visit our Centers? We have the answer for you at your fingertips. Simply dial 123 from your AKTEL number and get the information you want… it is as simple as that… We understand that for your versatile range of demands for new and innvovative products, providing instant information is a must. Which is why 123 provides you with both automated assistance as well as direct assistance from our trained staff who are always at your service… any time… any where. Easy to reach, 123 ensures instant and personalized support at your finger tips, round the clock, 24 hours a day, 7 days a week, 365 days a year… For any information… for any query… for any complaint… simply dial 123… 4.6 A Quick Guide to 123: 6.1.1 For language options - For Bengali, press 1.  For English, press 2.  For Postpaid customers For account information (usage, billing and Friends & Family numbers), press  1. For information on latest packages, press 2.  For information on value added services, press 4.  For information on special services for Postpaid connections, press 5.  To leave a Voice Message, press 7.  For direct assistance from Customer Service Executive, press 0.  Human Resource Division and Customer Service Division of Aktel -- 35
  30. 30. For Prepaid customers For account information (usage, balance and Friends & Family numbers),  press 1. For information on latest packages, press 2.  For information on value added services, press 4.  For information on special services for Prepaid connections, press 5.  To leave a Voice Message, press 7.  For direct assistance from Customer Service Executive, press 0.  For General Information (through 01819 400400) If you do not have an AKTEL number, press # (hash).  For information on latest packages, press 1.  For information on value added services, press 3.  For information on special services, Prepaid & Postpaid connections, press 4.  For AKTEL address and contact details, press 5.  To leave a Voice Message, press 6.  For direct assistance from Customer Service Executive, press 0.  6.1.2 Human Resource Division and Customer Service Division of Aktel -- 36
  31. 31. 6.1.3 4.7 Other 24/7 Customer Support & Assistance Points: 6.1.4 SMS to 8123 (from your AKTEL number) – (Standard SMS charge and VAT  applicable) Call to 01819 400400 (from any number)  Fax to +88 02 8832503  Email to 7 Through online Feedback and Query Form  4.8 AKTEL Touch Points (ATP) 7.1.1 AKTEL has now extended its customer service delivery to 443 Channel Partners across the country. In addition to selling AKTEL products, these 443 Channel Partners are now providing the following customer services: SIM Change Scheme Migration (Postpaid) Re-initialization (Prepaid) Itemized Bill (Postpaid) Reconnection (Postpaid) Activation of Value Added Services Ownership Change (Postpaid) Easy Load Address Change (Postpaid) The location of nearest Service Point is available at your fingertips. Please go to the MESSAGE option of your handset and follow the below instruction using UPPER CASE: Type ‘name of the area (first three letters)’ →space→ type ‘name of the district (first three letters)’ →Send to 8734 For example, if you want to know the address nearest ATP of Hazaribag, Dhaka, your message will be: For more information on the AKTEL Touch Point nearest to you and the services available, please dial 123 (from your AKTEL number) or 01819 400400 (from any number) and take assistance from a Customer Service Executive Human Resource Division and Customer Service Division of Aktel -- 37
  32. 32. 5. Problems and Recommendation 5.1 Problems with the training and development programs of AKTEL: - Though AKTEL follows most of the rules and regulations of standard training programs but still they have some problems with their existing training and development programs. Some of the problems are listed below: -  They don’t have action-learning program. As a result employees don’t get scope to increase their project skill and to know about the problems of another department.  They don’t concentrate on off the job training. We know, off the job training is sometimes more important to know about the job.  Review system is not strong enough. As a result it becomes quite difficult to understand how effective the training was.  Lack of motivation in the training side. AKTEL don’t motivate that much while employees took training. They took training just like they are doing their regular jobs.  Less scope of developing for the senior employees. Senior employee specially the aged employees don’t have sufficient idea about the changing environment of technology. 5.2 Recommendation and ways to implement those: - 7.1.2 In order to solve the problems with the existing training and development system, we recommend the following suggestion. The ways of implementing those recommendations is also discussed. a) From the problem part, we become able to know that AKTEL don’t follow action learning training and off the job training. We would not recommend to implement action learning training. But AKTEL should provide off the job training. Because, Human Resource Division and Customer Service Division of Aktel -- 38
  33. 33. for some sectors or jobs off the job training is more valuable than on the job training. In order to implement off the job training in the company they can follow those steps: - # Select the sectors and employee for this training # A time horizon for the training. It will be selected by the discussion with the employees. # Then the trainer would be selected. They don’t need to hire new trainer for this, they can provide off the job training with their existing trainer. # Sufficient training materials should be provided to the employees. # The progress of the trainee should be checked. b) They should motivate employee to give more concentration on their training. The reason is that motivations don’t cost enough money, but it helps to the employees to learn rapidly. If they are motivated and learn the job then not only they will be benefited, at the same time they will serve the company with their best effort. In order to motivate them, AKTEL can provide them various incentives, like- informing them about the benefit of the training, how it will help them, etc. c) Senior employees should also be developed always. We already mentioned that in AKTEL senior employees do not get enough facilities and time to develop themselves. As a result they always have lack of idea about the technological change. In order to provide training for the senior employees AKTEL may need to provide different sessions like action learning, case study method, management games. So, it may cost AKTEL. But in the long run, they will be benefited. 7.1.3 Human Resource Division and Customer Service Division of Aktel -- 39
  34. 34. 5.3 SWOT Analysis 8 9 10 Strength 11 (1) Skilled personnel AKTEL has skilled personnel so that their operations are performed efficiently (2) High pay scale AKTEL claims that they have the highest pay scale among the all-cellular companies in Bangladesh. So that they get the right person for the right position. (3) Corporate culture Their corporate culture is so well developed that all the employees in AKTEL have a friendly environment in their workplace Weakness 11.1 (1) Turnover ratio High turnover ratio is found in some previous years. Though they have high pay scale but there may be some internal reasons, which causes the employees to leave the job. (2) Development process is not well organized Development process in AKTEL is not so well organized. Every senior employee gets only 40 hours development program each year, which is not enough for development. They don’t follow action-learning process that may be very effective to develop the employees. (3) Some lacks of training program They also don’t follow off the job training (4) Some lacks in recruiting and selection process # They do not follow any personnel replacement chart. # They do not promote work samples testing to evaluate a candidate. # AKTEL doesn’t use any method to test each employee’s personality. Human Resource Division and Customer Service Division of Aktel -- 40
  35. 35. # AKTEL doesn’t follow background checking for selecting candidates as it becomes expensive for the company. # They do not follow appraisal interview as well as situational interview. Opportunity 11.2 Huge candidates As the unemployment rate is high in Bangladesh AKTEL get many more candidates when they advertise to recruit people Threats (1) Political instability In our country political parties call HARTALs and other activities that hamper the HR operations of AKTEL (2) HR departments of other cellular companies: AKTEL always face competition with the other companies’ HR department because every cellular company always tries to improve their HR operations according to the necessity. Human Resource Division and Customer Service Division of Aktel -- 41
  36. 36. 6.Bibliography 1. Md. Shawan Uddin Lecturer, Department of BBA, AUB 2. Website Human Resource Division and Customer Service Division of Aktel -- 42