Grameenphone Ltd. is the largest mobile telecommunications operator in Bangladesh. It operates a digital mobile network using GSM, 900 MHz, 1800 MHz, and 2100 MHz spectrum bands. Grameenphone serves both rural and urban customers across Bangladesh and has invested over BDT 278 billion to build its nationwide network infrastructure, covering over 99% of the population. The company is jointly owned by Telenor (55.8%) and Grameen Telecom (34.2%), and aims to provide affordable communications services to help socioeconomic development in Bangladesh. It has pioneered various mobile solutions such as health services, bill payments, and education initiatives to expand access in rural areas.

1. i
Chapter – 1
Introduction

2. ii
1.1 Introduction:
Grameenphone Ltd. is the largest mobile telecommunications operator in Bangladesh in
terms of revenue, coverage and subscriber base. The company was incorporated on 10
October 1996 as a private limited company. Grameenphone converted to a public limited
company on 25 June 2007. The company became stock listed and started its trading at
Dhaka and Chittagong Stock Exchanges from 16 November 2009. The shareholding
structure comprises of mainly two sponsor Shareholders namely Telenor Mobile
Communications AS (55.80%) and Grameen Telecom (34.20%). The rest 10.00%
shareholding includes General public & other
Institutions.
Grameenphone Ltd. is a leading provider of telecommunications services of Bangladesh.
The company operates a digital mobile telecommunications network based on the GSM
standard in the 900 MHz, 1800 MHz and 2100 Mhz frequency bands, under license granted
by the Bangladesh Telecommunication Regulatory Commission (BTRC). The table below
gives an overview of the mobile spectrum licenses held by Grameenphone:
Spectrum Bandwidth (MHz) Expiry
900 MHz 2×7.4 2026
1800 MHz 2×7.2 + 2×7.4 2026
2100 MHz 2×10 2028
Grameenphone serves both rural and urban customers across Bangladesh, where mobile
telephony is a major driver of socioeconomic development. The company envisions to
provide the power of digital communication, enabling everyone to improve their lives,
build societies and secure a better future for all. The company also has always been a
pioneer in introducing new products and services in the local telecom market.

3. iii
Grameenphone built its network on a nationwide basis. As of December 2015,
Grameenphone’s network covered more than 99% of Bangladesh’s population and 90% of
the total land area, and the network infrastructure included more than 10,068 sites in
operation around the country.
Grameenphone has so far invested more than BDT 278 Billion to build the network
infrastructure. It is one of the largest taxpayers in the country, having contributed more
than BDT 465 billion in direct and indirect taxes to the Government Exchequer over the
years.
1.2 objectives of the study:
The primary purpose of the report is the fulfillment of the course requirement. The main
objectives of the report are as follows:
To fulfill the partial requirement of the “Business Communication” course offered
in MBA program.
To explore advantages provides by the skill of Business Communication and
contribution to the profitably of the organizations as well as economy of Bangladesh.
It will also enable me to improve my skill on report writing. As corporate executive
put great value on report writing as an important element in management success,
this part of the course will prepare me to face the future challenges of corporate
world.
To analyze the benefit of applying the skill of communication in
organizations.
To analyze how GP build up their Communication System.

4. iv
1.3 significance ofthe study:
The reason behind choosing this topic, there are basically 3 reasons behind choosing this topic.
1. It is one of the most important matter for us how a large multinational Company operates
their Communication process.
2. What is the main communication strength of maintaining large scale of customs?
3. How GP keep up Communication process?
1.4 Methodology:
Source of data:
I would like to make sure that I have all the necessary data required to come up with effective
result. Therefore, I have combined both primary and secondary data collection method. All data
related to this study is attached with the appendix.
A. Primary source of data:
Interview of customer manager working at GP
B. Secondary source of data:
Internet
Newspaper archive
Annual Report of GP 2010
1.5 Limitation of the study:
In doing this study we have to face some limitations, those are
Employers were not interested to talk.
Employees reluctant to share internal matter.
For understandability we had to use very simple statistical tools.
We were not able to collect enough information from government research agency.

5. v
Chapter – 2
Overview of company profile

6. vi
2.1 Overview of Grameenphone:
In Bangladesh, Grameenphone is the leading provider of mobile telecommunication services.
Having started its operations in 1997, Grameenphone now provides voice,data and other value-
added services on prepaid and contract bases. Grameenphone has been a pioneer in bringing
innovative mobile-based solutions to Bangladesh. Notable among these are the Healthline, a 24-
hour medical call centre manned by licensed physicians, Mobicash, for electronic purchase of train
and lottery tickets, and Billpay forpaying utility bills through mobile phones, Mobicash also allows
mobile-to-mobile funds transfers withcertain handsets. Other initiatives include Online Schools,
whichuses video conferencing technology to impart high quality education in remote areas, the
provision of internet facilitiesfor 250 rural schools and the establishment of over330 community
information centres across Bangladesh. These centres bring affordableinternet access and other
information-based services to people in rural areas.
As at 31 March 2015, Grameenphone had 52 million subscriptions, while the estimated
mobile penetration (SIM cards) and number of inhabitants in Bangladesh were 73.7% and
167.9 million, respectively.
Grameenphone became stock listed in November 2009, with, as at the date of this Base
Prospectus, the largest ever public offering in Bangladesh. It is listed on both the Dhaka and
Chittagong Stock Exchanges. As at 31 March 2015, Telenor held 55.8% of the shares in
Grameenphone, while Grameen Telecom, the other main shareholder, held 34.2%. The
remaining 10% of the shares were held by general retail and institutional investors.
2.2 Ownership Structure:
The shareholders of Grameenphone
contribute their unique, in-depth
experience in both telecommunications and
development.
It is a joint venture enterprise between
Telenor (55.8%), the largest
telecommunications service provider in
Norway with mobile phone operations in 12
other countries, and Grameen Telecom
Corporation (34.2%), a non-profit
organization of Bangladesh. The other 10%
shares belong to general retail and
institutional investors.
The technological know-how and managerial expertise of Telenor has been instrumental in
setting up such an international standard mobile phone operation in Bangladesh. Being one
of the pioneers in developing the GSM service in Europe, Telenor has also helped to
transfer this knowledge to the local employees over the years

7. vii
The international shareholder brings technological and business management expertise
while the local shareholder provides a presence throughout Bangladesh and a deep
understanding of its economy. Both are dedicated to Bangladesh and its struggle for
economic progress and have a deep commitment to Grameenphone and its mission to
provide affordable telephony to the entire population of Bangladesh.
Telenor Grameen Telecom:
Telenor is emerging as one of the fastest growing providers of mobile communications
services worldwide with ownership interests in 12 mobile operators across Europe and
Asia. Telenor is organized into three business areas; Mobile operations covering 12
countries, and Fixed-line and Broadcast services covering the Nordic region.
2.3 Aim:
The right and contemporary use of technology is the key to the progress of a nation.
Keeping this in mind, Grameenphone always brings the future proof technology in order to
facilitate your progress.
The possibilities in this new world are immense and someone as bright as you should not
be behind in anyway. At the end of the day, all the individual progresses accumulate to the
progress of the beloved motherland.
Grameenphone promises you to bring the best of communication technologies so that you
can Go Beyond.

8. viii
2.4 Mission:
Leading the industry and exceed customer expectations by providing the best wireless
services, making life and business easier
2.5 Vision:
We exist to help our customers get the full benefit of communications services in their daily
lives. We want to make it easy for customers to get what they want, when they want it.
We're here to help.
2.6 GP’s Values:
 Make It Easy
 Keep Promises
 Be Inspiring
 Be Respectful
2.7 GP’S Brand Promise:
Go Beyond

9. ix
2.8 SocialInitiatives:
Community Information Center:
The Grameenphone Community Information Center is a shared premise where rural people
may access a wide-range of state of art services such as Internet, voice communications,
video conferencing and other information services. This initiative by Grameenphone is in
line with the company's objective to serve local community needs by:
 Bridging the "digital divide" by providing information access to rural people
- Alleviating poverty
 Educating the underserved and underprivileged on information-based services
- Building local entrepreneurships and improving capacity
- Creating employment opportunities for the unemployed youth
CICs are a unique business model that has won appreciation from the International
community, such as from the Washington Post, from UNDP, as well as the blessings of
several International bodies like Katalyst and the GSMA.
The pilot project started in February 2006 with 16 CICs; today the project has become a
massive operation with over 500 CICs operational in nearly 450 Upzilla's.
The short-term plan of this initiative is to establish at least one CIC in each of the 462
Upazilla's. In the long-run Grameenphone plans to increase the number of CICs
substantially so that very CIC can support the information needs of four adjacent villages.

10. x
Village Phone:
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.
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.

11. xi
Chapter - 3
Communication Systems of GP

12. xii
3.1DEPPERTMENT OF THE COMPANY:
Grameenphone’s Different Divisions and Department In recent times’ management
has brought a change in the organizational structure in view of need of time. Currently
Grameenphone has 11 divisions and 5 departments to run its operations smoothly. The
divisions are:
Customer Management Division
Finance Division
Information Technology Division
Sales and Distribution Division
People and Organization Division
Fiber Optic Network Division
Regulatory and Corporate Affairs Division
Technical Division
Projects Division
New Business Division
Marketing Division
The departments are independent from any divisions. The names of 5 departments are:
Administration Department
Revenue Assurance and Fraud Management Department
Information Department
Internal Audit Department
Legal and Compliance Department
There are also two projects running under observation of Deputy Managing Director. The
projects are independent of Projects division. These are, CHQ Project and Efficiency Project.
Among them the respective directors head ten divisions. Marketing division is leaded by a
deputy director. A General Manager leads Information Department. He has to report direct
to the Managing Director. Head of supply chain management has to report directly to the
director of Finance Division. This responsibility is added recently to the Director, Finance
Division.

13. xiii
3.2 Communication Systems of GP:
Every organization has two types of communication system. Grameen Phone is not except
from them. It has also two types of communication system which are following:
External System: This system is typified by the formal organization chart. This system is
used to control individual and group behavior and to achieve organizational goals. Some
elements of external system are following:
#Business letter
#Report writing
#Business proposal
Memorandum report etc.
Internal System: The internal system develops as people interact within the formal,
external system and certain behavior patterns emerge, patterns which accommodate social
and psychological needs. In internal system, both formal and informal elements of
communication are used which are following:
#Grapevine
#Face to face communication
#PABX
#Mobile
#Letter etc

14. xiv
3.3 Communication Methods In The Organization:
To achieve its operating goals, Grameen phone’s needs to direct and coordinate its
interdependence of units and individuals toward a desired point. As a result, a formal
organization structure results from efforts to achieve coordination. On the other side,
coordination results from effective communication and well organized programs or
systems. There is a formalized hierarchy of Grameen phone has been shown below.
Here, organization chart defines the scope of the organization. The people generally
occupy roles and perform functions in all those spaces in the organization chart, he
pictured structure could seldom be considered a final answer. However, to conduct
function, the officials of GP have o contact with each other. Generally, GP believes in
informal communication when they usually talk to each other. But, to submit a proposal,
report to their management, they prefer to email communication better. They do not
submit these things by direct handing over. On the other side, their communication in
mobile by colleague is free as they have their own company mobile SIM.

15. xv
3.4 Communication Flow In The GP:
The flows of communication within the organization may be upward, downward, or
horizontally directed.
Grameen Phone Limited has downward and upward communication flows which are
following:
Downward Communication:
Downward Communication is that from superior to subscriber-from boss to employee, and
from policy maker to operating personnel. Five elements of downward communication are
following:
Job instruction: Teaching new or current employees how to do a particular task.

16. xvi
Rationale: The justification for the organization and its goals; how a particular function
fits into the total organization.
Information: Orientation to the company - its rules, practices, procedures, and history.
Feedback about job performance: Supervisors evaluation or appraisal of employee
performance.
Ideology: The effortto convey to and install in employees a degree of enthusiasm, loyalty,or
support forthe organization.
This flows, of course, related to the hierarchical structure of the organization.
Upward communication: When management requests information from lower organizational
levels, the resulting information becomes feedbackto the request. This is called upward
communication. This communication keeps management informed about the feelings of
subordinates, helps management identity both difficultand potentially promotable employees, and
paves the way for even more effectivedownwardcommunication.
Basically these twotypes of communication flow are used by the Grameen Phone.
3.5 Communication method with customers:
After fourteen years of operation, Grameen Phone has about 30 million subscribers as of
may 2008. To retain the current subscriber and to increase the number of them, Grameen
Phone has to communicate its customer continuously. As a result it comes to know about
customers problems, expectations and demand from the company.
To do so, Grameen Phone gets linked to its subscriber 24 hours throughout the year by
providing information. Moreover, the company fascinates the customer by giving every
type of facilities such as SIM replacement, change of address as so on in their customer
care centre. To provide these services. The company communicates with its customers
through direct or indirect method. These methods are described below.

17. xvii
Products and service:

18. xviii
Direct Method:
Through this direct process, the effective communication of Grameen phone with its
customer occurs in a two way, face to face situation where both verbal and non verbal
symbols and languages are apparent to both parties, which can be called level 1
communication. Moreover the company deals with its subscribers by level 2
communication where a two ways, but now face verbal situation occurs. Both in these two
types of communication, instant feedback are available. As a result, the company can
gradually learn about what subscriber wants from the company and can fill its subscribers
demands, expectations and solve problems as per as its ability. However, after learning
about the expectation, demand and problem of subscriber, Grameen phone divide these
things into three segments and these are Request
# Complains
# Queries
After doing so, then Grameen phone inform their management by doing email in the
internet. Actually, in the whole process of corresponding, Grameen phone prefers too email
subscribers and management. There are some kinds of examples on direct method are
shown below through which Grameen phone be connected with customers.
$ *111*# all time get to any information
$ 121 hot online service:
$ Message service & Email contacts
$ Customer Management centre

19. xix
3.6 Communication With The Agents:
The products and services of Grameen Phone are sold through the following channels:
Grameen Phone at present has 450 Point of sales all over Bangladesh in order to sell their
mobile phones. These Point of Sales include
# 11 Dealers and their franchises.
# 78 Outlet Agents.
# 52 Individual agents.
Among the 11 Dealers,at present –Flora, Grameen Telecom, Brothers and Butterfly, are the leading
ones, with the maximum number of franchises. Besides their products, Grameen Phone also sell service.
Services are sold through info Centers and Hotline.
Info center provides spot solutions. Here subscribers can get subscription. Trained and friendly officers
are serving at Info Center from 8am-6pm. There is also 01 Sales &Logistics officer who is responsible for
providing SIM(Subscribers Identification Module) cards and handsets to the subscribers and distribution
of marketing items. At present there are 6 Info centers,two in Dhaka and rest four in the other four
regional heads,namely, Chittagong, Rajshahi, Sylhet and Khulna. Not only has that Grameen Phone
interacted with the agents in the following way:
# Mobile Phone
# Online
# Face to face communication.
Basically these are the communication process GP used in operate their organization.

20. xx
Chapter - 4
Analysis of the communication systems of
GP

21. xxi
4.1 Analysis:
At the time of survey, 30 questions were asked to the employees. There were 12 male
employees and 8 female employees co-operate the survey by answering the questionnaire.
Male employees were middle of 26 to 40 years old. Female employees were middle of 26 to
33 years old. In the questionnaire, all questions were related to the communication.
Survey find that, some employees are facing language problem but some of 20 employees
not facing the problem. There is a chart for showing the result of “Understanding
Language”.
There 14 employees understand the Language but 2 employees are not understood and 4
employees stay neutral.

22. xxii
The employees get upper level order to do their job/work. But understanding the order is
vary. That’s means all employees are not able to understand the order. At the time of
survey, asked them that, do you face any problem to understand the upper level order?
There the chart about their answer:-
11 employees are not facing any problem to understand upper level order but 4 employees
said yes. And 5 employees are neutral.
Feedback, the employees are so conscious to feedback. They also get feedback from others
employees. At the time of survey, they were asked about get or give Feedback from others.
There is a chart which is indicating their answer.

23. xxiii
The chart is showing that, 17 employees get or give feedback. But 3 of 20 employees take
the side of neutral.
The survey questionnaires asked them about their communication between different areas
of their company. They answered the question. Some of them agree that they have good
communication and some of them strongly agree that this is good. Some employees were
neutral. But none did not take the side of disagree or strongly disagree. The result chart is
next:-

24. xxiv
Result is that 7 employees agree that is good, 11 employees strongly agree that is good. 2
employees keep neutral.
They are using some mediums to communicate each other’s. The questionnaires asked
them about Telephone, Email, and Video Conference. Their answer chart is next:-

25. xxv
There 80% of 20 employees answered Telephone is more successful for communicating.
10% of 20 employees said email. And 10% said Video Conference.
They were asked about that can the present communication process touch yours company
Goal? They gave some different answer from each other’s. There the answered chart:-
65% of 20 employees were stay at the side of strongly agree. 20% were only agreeing. 15%
take neutral option. But no answers in disagree or strongly disagree option.
Good communication in group work is important for a best communication process. The
company has a communication in group work and research question asked them that do
you have good communication in group? They answered and the answer chart is next:-

26. xxvi
Here, 11 of 20 employees were stay at the side of strongly agree. 6 were only agreed.
3employees take neutral option. But no answers in disagree or strongly disagreed option.
They also rated their present communication process in star system in questioners. The
rated chart is bellow:-
Here, 11 employees rated as 5 stars category, 6 employees rated as 4 stars category and 3
employees rated as 3 stars category the present communication process of Grameen Phone
Ltd.

27. xxvii
High rank officer often have to communicate with their subordinates. This tropic is very
important for a company to maintain their communication process. Chart is given bellow:-
Here, 10 of 20 employees were stay at the side of strongly agree. 3 were only agreed. 2
employees take neutral option. But 3 answers in disagree and 2 were stay at strongly
disagreed option.
Language is the most important thing in the communication process. Language problem
has effect on whole communication system. Chart is given blew:-
0
2
4
6
8
10
12
SA A NN DA SDA
high rank officer communicate often

28. xxviii
Not facing language problem to communicate
Here, 10 of 20 employees were stay at the side of strongly agree. 5 were only agreed. 2
employees take neutral option. But 1 answers in disagree and 2 were stay at strongly
disagreed option.
Satisfaction with staff support to resolve one’s most recent problem is an important object
in communication process. It helps to create strong relation between all employees in the
company. Chart shown bellow:-
Satisfied with Staff supports to resolve your most recent problem
10, 50%
5, 25%
2, 10%
1, 5%
2, 10%
SA
A
NN
DA
SDA
8, 40%
4, 20%
2, 10%
3, 15%
3, 15%
SA
A
NN
DA
SDA

29. xxix
Survey found that, 8 of 20 employees were stay at the side of strongly agree. 4 were only
agreed. 2 employees take neutral option. But 3 answers in disagree and 3 were stay at
strongly disagreed option

30. xxx
Chapter – 5
Findings and Recommendation

31. xxxi
5.1 Findings of Grameen Phone Limited:
• Grameen Phone Ltd. Has a good looks to emphases its internal communication system.
• Grameen Phone Ltd. Renewed the old communication system of it’s brand.
• Internally the Company’s employees communicate to each other’s by their renewed
communication process.
• Their Communication varied on employee’s skills, educational background, and
experience of working for the organization.
• Mainly, for the internal communication, they use Telephone to communicate with
employees.
• Secondly they are using email to send letter, order and files.
• They have a good work plan for going to their goal.
• The employees of the Grameenphone Limited have a very little problem in
understanding language. In a word, they 95% of employees have no problem to
understand in order, which is different in language.
• Feedback is important to make any kind of best communication for a communication
process. The company communication process has a good image about the Feedback.
• Board meeting is so important to maintain a good communication between employees.
In the company the board meetings are held in due time.
• They also have a good communication between employees in different area.
• Their internal communication is enough for them to do their work

32. xxxii
5.2 Recommendation:
After critically observing and analyzing the assigned topic, I would like to focus and
mention appropriate recommendation, which would increase the priority of the topic and
ensure a smoother communication between the employees.
 They can change their all old system of communication such as one Meeting in a
month.
 They are depending on telephone for communication. But they can change it to
internet based such as email, video conference and etc.
 Some of their employees have problem to understand communicating language and
upper level order. The company can start a program to make them perfect to
understand language and order.
 They have no communication with others telecom companies in Bangladesh, which
is also important for a smoother communication in internal and external.
 After all they have to improve their all sides to maintain a good internal
communication. Such as technologically.
 There should be more GPC at the southern side of the capital city. If there is more
grameenphone center (GPC) is all over the rural area then service will be easier,
satisfactory time consuming and also quality service. Like it has to be one stop
solution.
5.3 Conclusion:
By conducting survey I am able to reach this point that the communication skill of Grameen
Phone is really overwhelming. Not only that its effectiveness in communication helps it in a
large way to achieve its organizational goal. The Communication process of Grameen
Phone helps the organization to enlarge its business. So there is no doubt that “Business
communication skill is important for a business to achieve its organizational goal”.

33. xxxiii
Chapter – 6
Appendix

34. xxxiv
6.1 REFERANCE:
1. http://www.alibaba.com/Telecommunications_s509
2. grameenphone.com/sites/default/files/investor_relations/ann
ual_report/Auditors%20Report%20Audited%20Financial%20
Statements%20of%20Grameenphone%20Ltd_0.pdf
3. http://www.banglalink.com.bd/en/media-center/annual-
report/
4. http://www.btcl.com.bd/en
5. http://www.grameenphone.com/
6. http://www.bd.airtel.com/
7. https://www.robi.com.bd/
8. http://www.teletalk.com.bd/
9. https://www.wikipedia.org/
10. https://www.google.com
11. http://www.bring.com/
12. http://www.airtel.in/airtel-annual-report-2014-
15/pdf/Airtel%20DLX%20AR%202014-15.pdf
13. http://www.grameenphone.com/sites/default/files/investor_
relations/annual_report/Full-Report-2014.pdf
6.2 Customer Service Points:
Division District Thana Name Address
Dhaka Dhaka
New
market
Mobile
Care
Shop-302-303, Level-3, Multiplan Centre, 69-71 New
Elephant Road, Dhaka

35. xxxv
6.3 Mobile Phone Subscribers in Bangladesh:
The total number of Mobile Phone subscribers has reached 97.389 million at the end of
January 2013
The Mobile Phone subscribers are shown below:
Operators Active Subscribers
Grameen Phone Ltd. (GP) 40.336
Orascom Telecom Bangladesh Limited
(Banglalink)
25.610
Robi Axiata Limited (Robi) 21.136
Airtel Bangladesh Limited (Airtel) 7.148
Pacific Bangladesh Telecom Limited (Citycell) 1.509
Teletalk Bangladesh Ltd. (Teletalk) 1.650
Total 97.389
* Subscribers in Millions
* The above subscribers' numbers are declared by the mobile operators
6.4 Bibliography:
1. Green University of Bangladesh Fall Internship guideline.
2. Md. Ruhul Amin (2016) BUSINESS COMMUNICATION AND REPORT WRITING
3. Grameen Phone Annual report 2016
4. Grameen Phone online(2016) About Grameen Phone at
http://grameenphone.com/index.php?
(Accessed: 06 August, 2016)
5. Helal Uddin Ahmed Ruhel (DM), Monika Ahsan, Ashraful Amin Call management center,
Grameenphone. Personal Interview
6. http://investor-relations.grameenphone.com
(Accessed: 04 August, 2016)
7. www.Grameenphone.com
(Accessed: 06 August, 2016)
8. http://www.btrc.gov.bd/newsandevents/mobile_phone_subscribers.php
(Accessed: 05 August, 2016)