Grameen phone

A Report on About Grameenphone Company limited
Telecommunication media has added a new dimension in modern life. Today nothing is
imaginable without this new dimension. Telephone has become insegragative living tools for
modern life. Modern telecommunication technology has shaped different forms of phones,
telegraph, fax, E-mail, Internet, Pagers, Cellular phone and so on. Since 1991, cellular phone
companies in Bangladesh have been playing a vital role in the economic development and life
style of the people.
It is obvious that without widespread use of telecommunication no economic development is
successfully possible. As the fixed phone is more expensive and timely, the government is
encouraging cellular phone companies to run their business in Bangladesh. Other
telecommunication services are also being privatized. Again Wireless Application Protocol
(WAP) is a newly emerging technology that is integrated mobile and Internet technology.
Mobile phone concept is not a fresh baby in Bangladesh that has already invested a lot and new
opportunities have now been born for Bangladesh and the government is earning more revenue
through its expansion. It has got a riches is the latest addition in the World of smooth and
effective communication so that its demand is increasing day by day. It was first introduced to
the Bangladeshi Market in 1991. There are four companies which have got licensed for this such
as pacific cellular company (known as City Cell), Grameen Phone Ltd., TMI (known as Robi)
and Sheba World Telecom Ltd.. Mobile phones are light, small and pocket size which is easy to
port anywhere and anytime. So people can communicate anyone its coverage limit.
Among these companies, my subject is Grameen phone Ltd. In our country Grameen Phone
started its network on March 26, 1996. At first the company marketed its pre-paid simcards.
Then the company made an agreement with the Grameen Bank in exchange of 10,000/= security
money. The company gave the members the opportunity to pay the cost of the phone set through
weekly installment. The condition is also now on. The only change happened in security money.
In today’s Bangladesh, there is no perfect alternative of Grameen Phone. It is now on the flow of
developing its program so rapidly that it seems that this company is going to capture the master
market of mobile phone in our country. Therefore, no doubt, its future prospect is bright.
GrameenPhone is the leading Cellular Net Provider in Bangladesh. GrameenPhone started their
business approximately 15 years. GrameenPhone is operating in the market for long time. During
this time GrameenPhone went for different types of mergers as well as acquisitions. They gained
success from the very beginning of their operation and were capable enough to hold the success
year after year. GrameenPhone main competitors are ROBI, BANGLA LINK,AIRTEL,
Background of the Report
Introduction

CITYCELL and TELETALK. One of the strongest sides of GrameenPhone is its customer’s
service and management ship.
Grameenphone believes in service, a service that leads to good business and good development.
Telephony helps people work together, raising their productivity. This gain in productivity is
development, which in turn enables them to afford a telephone service, generating a good
business. Thus development and business go together. The objectives of this study:
To analyze long term customer management ship results.
To have an overview of market position and market share.
To have an overview of the Technology used.
To determine how Grameenphone is promoting their new services to their subscribers
through tele-marketing.
To determine how they are motivating their customers to take their different services in
tele-communication.
To determine Grameenphone cost advantages for telemarketing using through own
infrastructure.
To determine the way of positioning their products among the existing subscribers.
To determine their customer retention policy.
Effects of tele-marketing in revenue generation.
Analyzing their strategy of subscriber’s attitude changing towards company.
A proper methodology is always necessary for a successful accomplishment of any studies. It
helps to organize and analyze data and information through a systematic process to achieve the
ultimate goal and objectives of the study. The methodology we use to prepare the report is as
follows.
Data Sources:
Secondary data:
When data are collected from the sources that collected earlier is called secondary source.
Secondary data is collected from previous research works, reports, publications and various
existing sources. Secondary data are very important to conduct an efficient research and to have
fruitful result. Sources of secondary data are that I used are:
 Internal sources:
 Company’s daily sales statement.
 Prior research report
 Any information regarding mobile phone.
 Company’s leaflet annual report and other publications.
Methodology of the study
Objective of the study

 External sources:
 Different books and periodicals on mobile phone.
 Government report.
 Newspaper.
Grameenphone is dealing with customers on a daily basis greater customer satisfaction will lead
to greater customer loyalty. By promoting and retaining through tele-marketing they can achieve
many advantages. Like –
1. Positioning: customer retention and raising satisfaction will help Grameenphone to
identify its current position and hence find out ways to reduce the gap between loyal and
disloyal customers. It will also help Grameenphone to identify future prospects for the
company.
2. It helps to understand how customers feel about the company: it identifies behaviors
and attitudes of the customers i.e. how customers feel about the company. This will help
Grameenphone to be more responsive and to change their behavior towards the company.
3. Greater customer care adds value: the greater advantages will be – Reduced cost of sales
due to better customer retention, profitability gains from expanded management ships and
new revenue from customer referrals and the rate of using new services.
We have to work within some limitations like –
The Tele-marketing is new concept in Grameenphone, so gathering information was very
critical.
Due to time constraints could not go through a depth research.
There is no numerical data available for tele-marketing to present calculative figures and
to apply the tests.
The company has so far invested more than BDT 15,260 crore to build the network
infrastructure since its inception in 1997. Grameenphone is also one the largest taxpayers in the
country, having contributed more than BDT 16,600 crore in direct and indirect taxes to the
Government Exchequer over the years.
An Overview Of Grameenphone
LimitationOf The Study
Significance of the Study

4
Since its inception in March 1997, Grameenphone has built the largest cellular network in the
country with over 12,000 base stations in more than 6000 locations. Presently, nearly 98
percent of the country’s population is within the coverage area of the Grameenphone network.
Grameenphone was also the first operator to introduce the pre-paid service in September 1999.
It established the first 24-hour CallCenter, introduced value-added services such as VMS, SMS,
fax and data transmission services, international roaming service, WAP, SMS-based push-pull
services, EDGE, personal ring back tone and many other products and services.
The entire Grameenphone network is also EDGE/GPRS enabled, allowing access to high-speed
Internet and data services from anywhere within the coverage area. There are currently nearly 3
million EDGE/GPRS users in the Grameenphone network.
Grameenphone nearly doubled its subscriber base during the initial years while the growth was
much faster during the later years. It ended the inaugural year with 18,000 customers, 30,000
by the end of 1998, 60,000 in 1999, 193,000 in 2000, 471,000 in 2001, 775,000 in 2002, 1.16
million in 2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006, 16.5 million in
2007, 20 million in 2008 and end 2009 with 23.26 million customers and now 2014, 45.6
million customer of Grameenphone.
From the very beginning, Grameenphone placed emphasis on providing good after-sales
services. In recent years, the focus has been to provide after-sales within a short distance from
where the customers live. There are now more than 600 GP Service Desks across the country
covering nearly all upazilas of 64 districts. In addition, there are 78 Grameenphone Centers in
all the divisional cities and they remain open from 8am-7pm every day including all
holidays.GP has generated direct and indirect employment for a large number of people over
the years. The company presently has more than 4500 full and temporary employees. Another
150,000 people are directly dependent on Grameenphone for their livelihood, working for the
Grameenphone dealers, retailers, scratch card outlets, suppliers, vendors, contractors and
others.
In addition, the Village Phone Program, also started in 1997, provides a good income-earning
opportunity to more than 210,000 mostly women Village Phone operators living in rural areas.
The Village Phone Program is a unique initiative to provide universal access to
telecommunications service in remote, rural areas. Administered by Grameen Telecom
Corporation, it enables rural people who normally cannot afford to own a telephone to avail the
service while providing the VP operators an opportunity to earn a living.

5
Organization History
The Village Phone initiative was given the “GSM in the Community” award at the global GSM
Congress held in Cannes, France in February 2000. Grameenphone was also adjudged the Best
Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002.
Grameenphone was presented with the GSM Association’s Global Mobile Award for ‘Best use
of Mobile for Social and Economic Development’ at the 3GSM World Congress held in
Singapore, in October 2006, for its Community Information Center (CIC) project, and for its
HealthLine Service project at the 3GSM World Congress held in Barcelona, Spain, in February
2007.
Grameenphone considers its employees to be one of its most important assets. GP has an
extensive employee benefit scheme in place including Gratuity, Provident Fund, Group
Insurance, Family Health Insurance, Transportation Facility, Day Care Centre, Children’s
Education Support, and Higher Education Support for employees, in-house medical support
and other initiatives.
The concept of mobile telephony became largely familiar and phenomenal in Bangladesh in the
early 90s. The government of Bangladesh awarded Grameenphone a nationwide digital cellular
license on November 1996.
Grameenphone has been established by a consortium involving Grameen Telecom of
Bangladesh, an affiliate of the world famous Grameen Bank.
Telenor AS, the main Norwegian Telecommunication Company Marubeni Corporation, one the
largest trading and investment companies in Japan; and Gonofone Development Corporation, a
telecommunication development company in the United States. Besides these shareholder or
ownership, GP’s other investors are – NORAD, CDC IFC, ADB.
Grameenphone launched services in Bangladesh on 26 March 1997 with 72 employees. It has
taken lease of Railway fiber optics on September ’97 for 20 years. In February 2000
Grameenphone received GSM Community Award from GSM World Congress, France and in
June 2000, Grameenphone started service in all 6 divisional towns
Grameenphone started to provide services to all people in the country, irrespective of their
location. Grameenphone was offered a cellular license in Bangladesh by the Ministry of Posts
and Telecommunications on November 28, 1996. The Company launched its service on March
26, 1997, the Independence Day of Bangladesh. In 1996, Bangladesh Government was
arranging an auction off private cell phone licenses; then on behalf of Dr. Muhammad Yunus
(Grameen Bank’s founder) a not-for-profit private company called Grameen Telecom was

6
created. In turn Grameen Telecom created a for-profit company called Grameenphone, found a
foreign partner, and put in a bid; Grameenphone received one of the four licenses.
Grameenphone makes its profits by serving wealthier urban customers. But from the point of
view of the Grameen family and its strong anti-poverty mission, the for-profit, urban-only
Grameenphone exists for only one reason: To fund, with its profits, the extension of cell phones
into rural Bangladesh in order to provide entrepreneurial opportunity to Grameen Bank members
through Village Phone. As Dr. Yunus puts it, “Grameenphone is merely what we need to do
Grameen Telecom’s Village Phone.”
Grameenphone has a conducive and safe working environment. Besides focusing on customers
and communities, they are committed to treating their employees with Integrity, dignity and
respect. The Company’s intent is to establish good working management ship through a mutual
understanding of expectations.
They believe in working in a team and demonstrate team spirit to maximize and excel in standard
quality service to their valued subscribers in the area of telecommunication. Employees’ work in
an environment where they feel valued, responsible and supported by the authority as well as by
their colleagues.
GrameenPhone basic strategy is coverage of both urban and rural areas. The Company has
devised its strategies so that it earns healthy returns for its shareholders and at the same time,
contributes to genuine development of the country. In short, it pursues a dual strategy of good
business and good development. Serving the mass market is one of GP’s primary goals. By
serving the general public as opposed to niche markets, the Company plans to achieve economies
of scale and healthy profits. At the same time, service to the general public means connectivity to
a wider population and general economic development of the country.
Between 1991 and 1996, mobile telephone services in Bangladesh were provided by a single
company, Pacific Bangladesh Telecom Ltd. (PBTL) that targeted the country’s relatively small
urban elite. The market expanded significantly when new licenses for relatively small urban
elite. The market expanded significantly when new licenses for GSM networks were
Business Performance
Company Strategy
Culture

7
awarded in 1996. However, Grameenphone’s competitors have not been able to expand beyond
subscriber bases in the tens of thousands. Grameenphone, meanwhile, has experienced rapid
growth.
GP Vision
“To be leading provider of telecommunication services all over Bangladesh with satisfied
customers and shareholders, and enthusiastic employees.”
GP Mission Statement
GrameenPhone Ltd. aims at providing reliable, widespread, convenient mobile and cost effective
telephone services to the people in Bangladesh irrespective of where they live. Such services will
also help Bangladesh keep pace with other countries including those in South Africa region and
reducing her existing disparity in telecom services between urban and rural areas.
Purpose of GrameenPhone
GrameenPhone has a dual purpose:
To receive an economic return on its investments.
To contribute to the economic development of Bangladesh where telecommunications
can play a critical role.
The People
The people who are making it happen- the employees- are young, dedicated and energetic. All of
them are well educated at home or abroad, with both sexes (genders) and minority groups in
Bangladesh being well represented. They know in their hearts that Grameenphone is more than
just about phones. This sense of purpose gives them the dedication and the drive, producing the
biggest coverage and subscriber-base in the country. Grameenphone knows that the talents and
energy of its employees are critical to its operation and treats them accordingly.
The Result
By bringing electronic connectivity to rural Bangladesh, Grameenphone is delivering the digital
revolution to the doorsteps of the poor and unconnected. By being able to connect to urban areas
or even to foreign countries, a whole new world of opportunity is opening up for the villagers in
Bangladesh. Grameen Bank borrowers who provide the services are uplifting themselves
economically through a new means of income generation while at the same time providing
valuable phone service to their fellow villagers. The telephone is a weapon against poverty.

8
SWOT ANALYSIS of GRAMEENPHONE
Strengths: Weaknesses:
 Have an excellent staff for handling
sales with strong knowledge of
current products
 Strong customer relationships
 Strong internal communications
system
 A strong geographical location with
high traffic input
 Well-designed and successful
marketing strategies
 Business reputation of being
innovative
 Too many missed deadlines and a lot of
work on pending
 High cost of rental for the office
 Infrequent cash flow system
 Too much stock in inventory and
higher inventory costs
 An inefficient record maintenance
system in place
 Outdated market research data
Opportunities: Threats:
 Products similar to yours in the
market are expensive or of poor
quality
 Customers in the market are loyal
 Seasonal high demand of the product
 High demand for product or similar
merchandise
 A lot of competitors in the market with
similar products
 A new advertising campaign launched
by competitors
 A competitor opening new shop in a
nearby location
 A downturn in economy and less
spending budget of people

9
ORGANIZING of GRAMEENPHONE
The divisions are:
Finance Division
Deputy Managing Director Division
Regulatory & Corporate Affairs Division
Human Resources Division
Chief Marketing Officer Division
Internal Audit Division
Technical Division
Information Technology Division
New Business Division

10
The Directors and the AGM have to report directly to the Managing Director. The heads of
the other four departments directly report to the Managing Director too.
Finance Division:
Finance Division is broken down into departments such as finance department, company
affairs, payroll and taxation department, accounting and reporting department and revenue
accounting department.
Regulatory & Corporate Affairs Division:
Corporate affairs of GP encourages developing leadership quality, maintaining congenial and
healthy working environment, keeping harmony instead of discords and ensuring full
decentralization in the organization. Different functions of this department are transportation
management, arrangement of meetings, seminars, cultural programs etc.
Human Resource Division:
Human resource department plays a very important role in the functioning of the
organization. The main tasks of this department are employee recruitment, selection, transfer,
promotion, training, performance appraisal, work force planning etc.
Chief Marketing Officer Division (CMO):
CMO is the bridge between the customers and the company. People here are always serving
the clients. This division can subdivide into three major parts-call center, billing department
and trainee development department. Commercial division has the opportunity to have direct
interface with the customers. This division subdivides into part-sales department and market
communication department.
Technical Division:
The Technical Division can consider as the brain of the organization. This division has the
highest number of employees. This division split into three parts-planning department,
implementation department and operations department.
Information Technology Division:
Information technology department support for IT equipment of the employees and provides
constant service to employees if any IT problem occurs. Therefore, this department is

10
11
responsible for connecting all desktops and portables, keeping data security, managing
electronic mails, handling and mail and Internet related issues and problems, connecting the
GP officials among themselves and with the outside world through PABX System etc.
Government Benefits from GrameenPhone Ltd:
The services of GrameenPhone have been serving the country over the last eleven years since
its inception. Along with the other cellular operations in the country, GrameenPhone has
established the concept that the mobile phone is not just a status symbol in the hands of the
well to do. It is rather a tool in the hands of the general people to achieve economic growth
for the nation. GrameenPhone as a service provider also enriches the National Treasury in
many different ways. It is the highest TAXpayer in the country.
Future Targets of GrameenPhone Ltd:
GrameenPhone Ltd. is a company with ever-increasing growth trend from the very inception
phase. At present, in the 15th
year of its operations GP has achieved a subscriber bases of
more that 45 million. The company has a number of plans for the forthcoming future.
Achievements:
GrameenPhone is one of the largest private sector investments in the country with an
accumulated investment of BDT 5200 crore up to December 2005. GrameenPhone is also one
the largest taxpayers in the country, having contributed nearly BDT 5000 crore in direct and
indirect taxes to the Government Exchequer over the years. Of this amount, BDT 1670 crore
was paid in 2005 alone.
Grameenphone nearly doubled its subscriber base during the initial years while the growth
was much faster during the later years. It ended the inaugural year with 18,000 customers,
30,000 by the end of 1998, 60,000 in 1999, 193,000 in 2000, 471,000 in 2001, 775,000 in
2002, 1.16 million in 2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006,
16.5 million in 2007, 20 million in 2008, 23.26 million in 2009 and end 2010 with 25.00
million customers and 2014, 45.6 million customer of Grameenphone.
Grameenphone’s Values
 Caring for customers
 Integrity

11
 Sense of Urgency
 Creativity
 Speedy
 Honesty
 Empowerment
 Courage
Values can be showed as follows combine. Company’s values guide the actions and behaviors of
employees to fulfill its vision. Peoples of different CMOss-cultural sections join a company and
work together. So each & every employee of that Company should adhere to these vales as the
ideology of the Company.
Values are very important for the Company to reach its vision. Employees’ willingness &
commitment to the company is important in demonstrating values in their personal and
professional lives
Fig: GrameenPhone has a standard set of values that all employees should practice.
Honesty
Each & every employee should be honest in his/her part of job as well as the whole
perspectives.
Honesty is the yardstick, which restrain employees from discarding their job rather
accomplishing the job with care.
This is a virtue that helps each and every employee to be loyal with his/her deeds.
Honest employees take the goodwill of the company into account seriously.
Reliability means that customers, colleagues, suppliers, competitors and society must be
able to rely on them.
Their dealings with customers should be positive and professional so that they have trust
on them.
Reliability

12
They measure by efficiency, a high degree of service, customer satisfaction, the quality of
their public management.
Their approach and iterations facilitate effective communication with customers and
employees, therefore, people outside as well as within the Company have confidence on
each other.
Commitment stands for individual’s willingness to contribute to the effectiveness of the
Company’s Growth & Service.
All employees must work hard to challenging goals. Responsibility should be taken for
the development and implementation of their own work plans.
The desire to meet up commitment comes from the employee’s soul.
Each employee should have interest to attain personal and professional development in
his/her job and use his/her creativity, learn new things, have the opportunity to take on
greater responsibility and contribute to the Company success.
Grameenphone’s Challenge
The famous slogan of Grameenphone is – “Connectivity is Productivity”.
Shareholders of Grameenphone
Shareholders of Grameenphone (GP) bring together experiences from different parts of the
world. This is particularly enriched by the unique in-depth experience of Grameen Bank, an
institution dedicated to poverty alleviation through collateral-free small loans in the rural areas of
Bangladesh. The foreign shareholders from Norway, Japan, and the United States -countries that
have been working as close partners of Bangladesh in its struggle for economic progress since
independence – bring a rich heritage of human progress in technology, business cooperation, free
market competition, and socio-economic institution building.
Telenor
Which owns 62% of GP, is the state-owned telecommunication company in Norway operating
since 1885. It is amongst the oldest, most sophisticated, and diversified telecom companies in the
world. The company has a long history of successful cooperation with other operators and
governments in and out of Norway. Telenor’s home base, Norway, has the highest density of
mobile phones in the world and one of the most competitive markets in the field. Telenor has
been playing a pioneering role in the development of GSM, one the latest and most successful
versions of cellular technologies.
Grameen Telecom
The second largest shareholder owning 38% of GP, has been established by Grameen Bank,
which believes that a lack of communication facilities in the rural areas is one of the major
Commitment

13
obstacles to rapid economic development in the rural areas of Bangladesh. Grameen Telecom’s
deep understanding of the people and culture of Bangladesh helps GP to build up convenient and
cost-effective communication facilities in the rural areas, which in turn, create more jobs and
open up business opportunities there.
These two companies own shares of GrameenPhone in the following manner:
Market share of GP:
Company Name Market Share
GrameenPhone 41.90%
Banglalink 24.10%
CITYCELL 8.2%
Robi 18.63%
Teletalk 3.47%
Airtel 3.72%
Management Team and Working Divisions of GP:
Being a private limited company, the Board of Directors of GrameenPhone has a pivotal role to
play in meeting all stakeholders’ interests. The Board of Directors and the Management Team
of GrameenPhone are committed to maintaining effective Corporate Governance through a
culture of accountability, transparency, well-understood policies and procedures. The Board of
Directors and the Management Team also persevere to maintain compliance of all laws of
Bangladesh and all internally documented regulations, policies and procedures. GrameenPhone
places a high value on human resource development and the contributions made by its
employees. They persevere to maintain a productive and harmonious working environment in
the whole organization.

14
Table: Customers of GP in year.
PLANNING OF GRAMEENPHONE
In this section we will get introduced with different products and services and the principal
functions of GP products and services. GrameenPhone’s core offering is “air‐time” (talking
time). GP provides this air‐time with variations. Their product line is much deeper than its
competitors. I would like to briefly focus on different GP products and their features:
These attractive products and services are designed to cater to the needs of the individual
subscribers. There are six products currently being offered by GrameenPhone. The products are:
Year Number of Customer(in million)
2006 10.00
2007 15.00
2008 20.00
2009 23.00
2010 25.00
2011 30.00
2012 35.00
2013 45.30

15
Post-Paid Service:
Xplore-1 & Xplore-2
The GSM Features:
i) Caller ID.
ii) Call Waiting.
iii) Call Conference.
iv) Call Divert.
v) Call Barring.
The Value Added Services:
(i) Voice Mail Service (VMS).
(ii) Short Message Service (SMS).
(iii) Fax and Data Service
(iv) Wireless Application Protocol (WAP)
Service.
Pre-Paid Service:
 Smile Package
 Prepaid Package
 Nishchinto
 Bondhu
 Amontron
 Sohoj

16
Postpaid Package:
Xplore:
The price of the prepaid SIM Smile card is 650 taka. Call charge of Xplore out going to GP
operator is 1.3 taka and to other operator is 1.30 taka. All Xplore subscribers enjoys T&T and
ISD incoming and out going facility. For Apon package Special time and my choice is
applicable. In special time, 12 pm to 4 pm a subscriber can talk in a lower rate .49 taka GP to
GP. In this pakage a subscriber can activate 4 fnf numbers and talk only .49 taka 24 hour.
st
Subscriber can enjoy 1 second pulse from the 1 minute.
Additional Services:
Besides the above-mentioned prime services, GrameenPhone has many additional services to
help its customers in different ways. Some of them are:
News Up-Date Service:
International Roaming Facility:
Interactive Voice Response (IVR) System:
The Contributions to Sports:
The Contributions to the Society:
Short Message Service (SMS)
With this service, GP’s subscribers can send text messages of up to 160 characters from one GP
handset to another. The service comes with most of the products, free of monthly charges. Such
messages can also be sent to other GSM phones in other networks abroad provided the
subscriber has the ISD options with his/her service. The charge of sending SMS is 0.5 taka
local and 2.0taka in abroad.
MMS
Multimedia Messaging Service (MMS) is an exciting way to share special moments with your
dear ones. You can customize your messages with texts, pictures, animations, music, video
clips (Up to 100 KB).You can even send pictures and video clips to e-mail addresses.
Balance Transfer
Go to create new message option and type BTR(space)****(PIN)(space)0171***(mb
no)(space)100(amount) Never type any dot or Tk. or 00 after the amount figure.
Then send the message to 1000.

17
Subscribers will receive a confirmation message mentioning that the amount has been
transferred successfully. With this their current balance after the transfer will be also
shown.
Receiver of the balance will also get a message mentioning that he/she has received
balance in his/her account and his/her current balance will be shown.
Vehicle Tracking
Vehicle Tracking service is a GPS based vehicle tracking solution that provides instant location
information to the vehicle owner/authorized person through web/SMS with other flexibilities.
Through this comprehensive solution, a subscriber can learn the real-time position of his vehicle,
and apply rules on the vehicles (e.g.: speed limit, No Go Area, etc.).
BILL
ebill- a new dimension of postpaid bill distribution was introduced by Grameenphone where
customers can receive their mobile phone bills through email after bill generation. ebill service .
facilitates customers by providing diversified benefits like fast & accurate delivery, ensuring
information security & contributing on green environment as well.
Facebook SMS
Grameenphone introduced Facebook SMS as an additional enabler of the mobile social network
experience of its valued subscribers. With the Facebook SMS, One can use Facebook’s basic
functionality like status update, send friend request, search friend etc through the SMS without
internet connectivity.
Mobile Twitting
Twitter is a social networking and micro-blogging site that enables its users to send and read
other users’ updates (known as tweets)
Buddy Tracker
At times when we call our friends & dear ones, it keeps ringing and no one picks up.
Sometimes the tension really mounts up. Use “GP Buddy Tracker”! Yes, GP has introduced

18
Buddy Tracker service so that we can track our friends, family members and near & dear ones
anytime we want and the best part is the charge is only BDT 2.30/per 100 SMS (VAT
included). From 101st SMS & onwards customers will be charged BDT 2.30 per SMS.
Voice Mail Service (VMS)
This service works like an answering machine. Anyone calling a GP subscriber who is out of
reach at that moment can leave a message, which the subscriber can retrieve later. The service
comes with most mobile products, free of monthly charges.
Fax / Data
Fax and data services are available in post‐paid packages for corporate clients. The service
enables users to send/receive fax and data through their handsets by connecting to a PC/Laptop.
Standard GSM features
Caller Identification, Call Barring, Call Holding, Call Conference, and Call Forwarding in both
pre paid and Post‐paid packages. These GSM feature can be activated or deactivated free of
cost.
LEADING POWER OF GRAMEENPHONE
Confidence in Management
 Towards Telenor’s Group Management
 Towards Management of GrameenPhone
 Towards Manager’s Manager
 Towards Immediate Manager
Passion for Business (Immediate Manager)
Actively provide new insight into relevant market issues, regarding clients, competitors and other
stakeholders groups.
Demonstrate in practice, what is required for GrameenPhone to succeed. Creates enthusiasm and
motivates us to make an extra effort. Communicates clearly and comprehensively where company
stays ahead. Enables to quickly adapt to changing conditions. Decisive and acts quickly when
required .Ensures that the decisions which are made are also implemented.Works actively in
improving the way of work. Ensures that decisions and schedules are followed up .Works
purposefully towards making the best in business.

19
Empower People
 Communicates in a clear and comprehensive way as per expectation
 Gives constructive feedback
 Gives credit for achievements
 Coaches and supports in career development
 Ensures that everyone participate in planning, execution and follow up of department/units
activities.
 Put business ethics and values on the agenda
 Lives up to what manager (he/she) says
 Is honest and predictable.
CONTROLLING of GRAMEENPHONE COMPANY
Project Work
 Project Managers monitor costs and time schedules throughout the course of the project.
 Project Managers get the necessary resources
 Good at transferring the experience gained from one project to others.
 Evaluate completed projects in order to improve the way projects are conducted.
 The project owner and the management group support and follow up the project.
 The line organization is well prepared to implement the results to the project.
Reputation
 Proud to ethical & social involvement
 Competent and professional company
 Innovative and forward thinking company
 Make a positive contribution to society
 Is known for its high ethical standard
 Is a good company to work for
 Is good at getting to know clients requirements and quickly adjusting to meet them
 Has a very competent management
Employer Loyalty
 Want to continue my current job
 Trying to find another job within Telenor Corporation
 Trying to find another job within own Unit/Division
 Trying to find another job within GrameenPhone
 Looking for another employer

20
PROBLEM IDENTIFICATION
4 areas have been identified on which company needs to focus for 2005. These are,
 Motivation
 Leadership Development
 Cooperation & Sharing Information
 Influence & Participation
Motivation
Reason for Problem:
 Lack of recognition and reward
 Absence of proper distribution of work
 Unequal perception about job nature
Actions:
 Introduce performance based award
 Widen the job rotation
 Divisional training plan on personal and professional development based on need basis
 Implement fair and transparent promotion and salary fixation policy and communication
Leadership Development
Reason for Problem:
 Lack of empowerment
 Lack of enhancement of skill
 Clear direction by management and realistic target setting
Actions:
 Proper Delegation
 Training of mid level managers on leadership, negotiation & core values
 Proper planning to achieve strategic targets.
Cooperation & Sharing Information
Reason for Problem:
 Lack of communication
 Lack of openness & trust
 Lack of respect towards colleagues

21
 Lack of clear understanding of cross functional activities
Actions:
 Fairness in decision making
 Improve respect towards colleagues
 Knowledge sharing through decision making
 Improve interpersonal relationship
Influence & Participation
Reason for Problem:
 Lack of willingness
 Lack of information flow
 Lack of encouragement for participation
Actions:
 Involvement of team members in decision making
 Process Development of information flow
 Building environment for participation
COMMENTS
GrameenPhone believes that employees are the most important assets of the organization.
Transparency of their goal and performance measurement plays an important role in achieving
target of the organization. GrameenPhone has implemented TLDP (Telenor Leadership
Development Process) and IVC (Internal Value Creation) each year developed by Telenor to
maintain this asset to reach its goal. By comparing the Creation) each year developed by Telenor to
maintain this asset to reach its goal. By comparing the result of the annual IVC survey with TLDP,
a basis is achieved for the implementation of improvement measures with respect to employees in
general and managers in particular.
GP also believes in transparency and accountability to society as a whole through establishment of
efficient and effective corporate governance. This will be a continuous process and will be always
developed to further strengthen GP’s corporate governance functions in the years to come.

22
Product improvement
Product development is an important function to improve the quality of the product for each
company. In order to contrite and fulfill the demand the producer found to improve the quality of
the product the following steps have been taken for improving the quality of its product:
 Grameen phone Ltd.actively considers about extension of its network program.
 They are also interested to abolish the obstacle in network program.
 In order to introduce with Internet they are try to improve the quality of mobile phone.
 Here is a scope of increasing the number of T&T network.
 Network work system for mobile connection:
 Grameen phone Ltd.users its own tower for giving connection facilities.
 It also railway telegram line as a backbone.
 G.S.M technology is also used.
Grameenphone launches 3G for its customers of Dhaka, Chittagong and shylet area on
commercial basis.
The launch marks the beginning of nationwide network roll out, with the ambition of covering
all 64 district towns by ends of March, 2014.
It’s proud moment for Grameenphone as we now start serving customers with 3G packages. By
offering a seamless experience with instant internet access on the best network we will
provide our customers with the competitive mobile service the expected from Grameenphone.
The Grameenphone offered three value pack for subscribers to choose from depending on their
device type, usage and affordability needs.
From now on customers within the coverage areas will be able to use 3G package of
Grameenphone.
The operation initially is offering three package in two speed tiers, with more packages to come
in the near future.
There are three package under 512 kbps, starting with 1 GB standard monthly plan at taka
400. There is a smart plan for Smartphone users comprising unlimited data (Fair usage policy

23
after 1.5GB), voice minutes, SMS and MMS at taka 800 and for the heavy users unlimited
monthly (Fair usage policy after 8GB) at taka 950.
There are three package under 1 mbps, starting with 2 GB standard monthly plan at taka
700. There is a smart plan for Smartphone users comprising unlimited data (Fair usage policy
after 1.5GB), voice minutes, SMS and MMS at taka 1100 and for the heavy users unlimited
monthly (Fair usage policy after 8GB) at taka 1250.
A video call to other 3G enable GP number will cost Taka 1.20/minute with 10 second
pulse. Video calls to other operators will be possible in the future.
Within the next few month other areas of Khulna, Rajashash, Cox’sBaza, Bogura will be
covered with 3G network. Grameenphone the largest telecom operator in Bangladesh with over
45 million customers, has a strong legacy providing mobile services to all parts of the country.
The launch of commercial 3G- service follows the recent acquisition of 10 MHZz spectrum
in the 2100 MHz band, which will enable the roll out of a nationwide network with
enhance capacity and instant mobile internet access for all customers.
3G Benefit
Discover the exciting & fast paced world of 3G on your Smartphone & tablets, with the number
one mobile operator. Grameenphone 3G is an all-new way to experience life on the go!
Full mobility
We are committed to bring you the widest 3G network across Bangladesh. Even if you move
out of our 3G footprint you will seamlessly fall back on EDGE without any interruption to
your service experience.
Unparallel Internet Experience
Say good bye to basic internet that was not able to meet your speed expectations. Change
from internet to “Fasternet” with Grameenphone 3G, now stay in touch with all your
friends in real time - whether on Facebook, Google+, Twitter anytime anywhere.
Seamless Experience
Our 3G services will run on best in class 3.9G network technology – HSPA+, to deliver you
the optimum speed experience & seamless mobility. We have tied up with the world's best
technology providers like Google and Akamai (FB) to cache the content you love the most.
This means that we store the most popular videos or information locally, near to you, to
avoid any delay. As a result, your pages will load quicker, YouTube videos are streamed
faster and what you get is an enriching overall experience.
Richer Communications
With GP 3G don't just make a traditional voice call, but also see your family and friends
live as they speak to you, from miles away. Don’t just stop at emoticons. Say more, show

24
more and do more Grameenphone 3G on the go.
Richer Entertainment
Watch live videos and listen your favorite music when you want to, wherever you want to!
Get Videos-on-demand and live TV on your mobile. Turn your mobile into a complete
mobile entertainment & lifestyle zone that you can carry around in your pocket.
Grameenphone 3G will enable you to take advantage of services on your mobile that you
could only wish for.
3G Package of Grameenphone
Experience faster internet with Grameenphone 3G. Get ready for a richer experience and all
new mobile lifestyle at higher speeds on your smart phones, all on the go. Depending on your
needs & device type, Grameenphone offers the following value packs to choose from the two
different speed tiers.

25
Grameenphone 3G speed
Our 3G services will run on best in class 3.9G network technology – HSPA+ to deliver you
the optimum speed experience & seamless mobility. Experience the true difference of
Faster-net with Grameenphone 3G compared, to basic Internet.
Average likely download speeds experienced with Grameenphone 3G will also depend on
the following:
The device capability as different devices support different speeds
Other factors such as location of user, distance from BTS, time of usage,
site/application being used, network traffic and number of users on the service at
that particular hour etc.
As 3G is still a wireless technology data speeds can never be guaranteed.
However Grameenphone is committed to deliver a truly great experience.

26
3G Devices
Grameenphone 3G services can be used in all types of devices as long as the device itself is 3G
enabled.In order to use GP 3G services valued subscribers will not generally need to replace or
upgrade their existing SIM. Furthermore, no separate settings will be required to enjoy 3G
services.
Find out if your handset is listed amongst the 3G mobile phones below. If not, you may need to
consider switching to one of 3G mobile phones listed below to start enjoying Grameenphone 3G
services.
International Roaming
International Roaming (IR) is a service that allows subscribers of one mobile network to use
his/her own phone (number & handset) in foreign operators’ networks while traveling outside
home country.

27
Stay connected with your nearest and dearest one s with Grameenphone International Roaming
service while you are abroad. GP International Roaming service allows you to use your own GP
number while traveling outside the country by using foreign operators’ networks. You can enjoy
Voice, SMS and Data services with Grameenphone international roaming across the world.
Always stay connected with nearest and dearest one while you're visiting Bangladesh by
Selecting Grameenphone Network, the widest and strongest coverage over the country.
Monitor and Control your roaming expense by availing Grameenphone TravelSure features.
Grameenphone TravelSure brings attractive offer for you all through the year. So please check
before travel what are the exciting TravelSure offers waiting for you! Also Grameenphone
TravelSure brings effective monitoring & notification features including real time data
monitoring for you so that you can have a complete picture of your roaming consumption and
control the expense as per own plan.
Recommendations:
The business solution of a telecom company is a very significant part of the sales division of
that company. According to the all above findings of the report, the following recommendation
can be given for the betterment of the BS segment of GrameenPhone. Although the following
list of suggested theme is by no means exhaustive, we have can provide some tentative
directions for consideration.
As it has been found that the lesser point for this business solution comes for the
statement “Call Rate”, GP has to keep concentration on the part.
Grameenphone should more concentrate about the F&F facilities of their product
otherwise the client of business solution switch another company.
Grameenphone cane arrange a special program to the business subscriber which is
encourage to the client of business subscriber.
Finally, the above recommendations will be prolific, if the company and obviously the
customers would co-operate and being respectful to each other’s.

28
Conclusion
Since 1996 Grameenphone is driving its car on the high way of telecommunication industry of
Bangladesh and they have achieved the position of market just because of their quality service,
extensive marketing research, and well infrastructure and for an exclusive management team.
where the competitors are far behind them. Grameenphone has got the highest number of
subscriber, but it does not mean that they have they highest number of satisfied customers. To
raise the satisfaction level GP brought the “tele-marketing” concept in the telecommunication
industry of our country. They are very much successful in launching this kind of service and
from the above discussions of the impacts of tele marketing on customer satisfaction, motivation
and retention and revenue generation proves that they are using trying to use this new concept as
weapon to get the satisfied customers and to retain them for longer times. But the interview
results and other analysis show that still there are some lacking in this section. Grameenphone
needs to develop their tele-marketing section more to use it more efficiently and it would be
possible on if the required changes were made.

29
Bibliography
 GrameenPhone Website: www.grameenphone.com
GrameenPhone annual reports
 GrameenPhone News Letter
 http://investor-
relations.grameenphone.com/annualreport/Credit%20Rating%20Report.pdf
 Division

Grameen phone

More Related Content

What's hot

Viewers also liked

Similar to Grameen phone

More from MD SIAM

Recently uploaded

Grameen phone