Link3 Technologies Ltd, established in January 2000, is a leading ISP in Bangladesh with about 100,000 subscribers and a workforce of 1,134. The company emphasizes organizational behavior, customer-centric practices, and employee engagement, while also maintaining a strong commitment to corporate social responsibility. Despite its successes, Link3 faces challenges such as communication issues and the need for technological improvements to enhance customer experiences.

3. Md Mainur
Rahman
Nazmus Sadat
Parvez
Suporna Rani
Hasibul Islam
S.M.
Abdullah
Shahriar

4. The presentation is aimed to propose a view on how an
organization is augmented through practicing wide range of
Organizational Behavioural Procedures

5.  Full Name: Link3 Technologies Ltd
 Established: January’2000
 Current Position in Bangladesh ISP Industry : First
 Subscribers: About 1 Lakh
 Total employees: 1134 person
 Core values:
– Do what's right
– Respect others
– Perform with excellence
– Taking care of our people
– Excellent customer service
– Building strong partnerships
– Good corporate citizenship
– Leading edge

6. Link3 Technologies Ltd. is holder of the
following licenses:
• Nationwide DDCSP (Domestic Data
Communications Service Provider) License
• Nationwide Internet Service Provider (ISP) License
• Nationwide 3.5 GHz Exclusive Frequency License
• IP Telephone Service License

7.  Dedicated Internet Bandwidth
 Retail shared Internet
Bandwidth
 Data Connectivity Intranet
Bandwidth
 Fiber Optics dark core
connectivity
 Wide Area Network
Connectivity
 Multi-Protocol Label Switching
(MPLS)
 International Private Leased
Circuit (IPLC)
 Video Conferencing Service
 Mail Spam Protection Service
 Network Security Products and
Services
 IP Telephone
 IP TV
 Corporate ERP Solution
 Wireless transmission Network
 Local Area Network solution
 Web design & Hosting
 Mail Hosting
 Online payment gateway
 SMS service
 Mobile application development
 Domain Registration

9. First Level
Manager
Middle Level
Manager
Top Level
Manager

10.  Consist of Assistant Managers, Deputy Managers, Managers
 They spend maximum time in assigning jobs to employees
 Guides and supervises the fellow team members in
completing day to day activities
 Ensures quality and maximum production via minimum
resources
 Work on managing conflicts and helping subordinates to be
competent for the next level in professional hierarchy
 Work as a great motivator which is a basic function of
management. First level managers oversees employee
satisfaction results in greater productivity

11. • Consist of Sr. Manager, Assistant General Manager,
Deputy General Manager
• They are accountable to the top management for the
activities done in their relevant departments
• They act as mentors to the first level managers. They
convey the information, objectives and policies of top
level managers to first level managers to ensure that,
organizational plans and activities are conduced
according to top level’s plan
• They spend more time working on executing
organizational and directional functions

12. • Consist of General Manager, CXO’s and CEO
• They are responsible for controlling and overseeing
the whole organization and define goals for the
organization
• They develop strategies, plans and company policies
• Contributes significantly in mobilizing external
resources
• They are accountable to shareholders and general
public

13. Written
Communication
Oral Communication
Computer Based
Communication
Audio Visual
Communication
Visual Communication

14. Internal Communication
Instructions
Orders
Various reports
Operating plans
Training
Within business

15. External Communication
Customers
Suppliers
Govt agencies
All public relations

16. Specific Environment:
Customers:
Retail
Bank and NBFI
Corporate
Government

17. Retail - Home broadband connection
Bank & NBFI - Intranet connection, data connectivity within the
organization/between branch offices
Corporate - Corporate internet connection for business organizations
Government - State owned organizations
Each of the categorized customers are communicated differently. Link3 adapts to the
specific customer category to communicate effectively
Through their communication practices, link3 have gained popularity and currently
Link3 has the following customer profile:
• As on June 2016, Link3 provides services to 55 out of 61 banks in BD
• 3000+ Banks & ATMs locations are connected via Link3 network
• Over 60000 home users
• More than 3000 corporate customers
Customers:

18.  Local Suppliers
 Energy Pack - Generator
 FONS bd,ARA Technologies,Sepctrum - Optical Fiber Related Accessories
 International Suppliers
 CISCO,Mircotic,NetGear,Juniper - Network products
 Microsoft, Meghquest, Oracle - Software
 UTStarcom, FHnet, Wave7, Tainet, Palnet - GPON Device
 Fujikura, Ilsentech, Xilong - Splice Machine
 EXFO, JDSU - OTDR
 Usha Marti - Optical Fiber Cable
 Motorola, Nano station - Wireless Device
 HP, DELL, Lenovo - Server
Suppliers:

19. • All Renowned ISP (Aamra, Dhakacom, Bdcom,
Metronet, Telnet etc)
• NTTN (Summit Communication & Fiber at Home) &
Local Illegal ISPs
• DPDC, DESCO, BREB
• BTRC
Competitors:
Pressure Groups:

20. Link3 pays a high amount of attention on CSR activities all over the
country. They spend substantial amount of money & time in
conducting several CSR activities throughout the year. Major CSR
activities are as follows:
 Sponsorship in Cultural activities
 Provided Free Internet service at all International Airport in
Bangladesh
 Participation in job fair
 Employee engagement in CSR activities
 Provided Free Internet service at many police station in
Bangladesh
 Donate handsome amount to many disaster victims
 Finance DNCC & DSCC on cleaning program

21. Standing beside Rana Plaza

22. Free internet in all international
airports of BD

25.  The employees are line people with personality & attitude
highly consistent with customer service. They also remain
very friendly with customers
 They are not too rigid about rules & policies while dealing
with clients. They have control to satisfy customers at all
time
 To some extent employees are given authority to make
day to day decisions
 They all are given enough training about the products &
services that they are going to deal with customers
 Customer service representatives/employees are always
very enthusiastic to satisfy & delight customers which
they call delightful customer experience

26. Link3 has high ethical culture which includes high risk
tolerance, low to moderate in aggressiveness, focused
on means as well as outcome, attention to how goals
are achieved & what goals are achieved. High officials
come on time in office and subordinates also follow
their superior’s footsteps. They also consistently
remind employees that if they will receive reward and
punishment basing on their performance

27. Employees working in branding & communication are
highly innovative including the top level management.
Link3 has created the 1st most customer based ISP in
Bangladesh. They always welcome innovative ideas &
values. Employees believe that organizational interest
is much greater than personal interest

28. Stakeholders
 Customer
 Bangladesh Telecommunication Regulatory Commission
(BTRC)
 Ministry of ICT
 Competitor
 Employee
 Supplier
 Distributor
 Political Action Group
 Media
 Communities

29. Link3 Management has decided to give highest
priority to the customer as a stakeholder. A dedicated
service delivery team work for the customer to satisfy
all there need. To satisfy customer needs at Link3, all
concerned always manage the respective stakeholders
properly

30. Link3 has a unique style of motivating employees. Some internal and
external factors stimulates desire & energy in employees to
continuously stay forward, show great commitment to job & to do
the best to attain the personal as well as organizational goals
 Some people here are already motivated by the work itself. They
have the desire to be promoted the next position
 Some people are interested in receiving incentives, bonus &
similar kind of remunerations. These employees are interested in
knowing what they will get if they perform more than expectation
 There are some people who are motivated by some external
factors such as they love to show off. They want to grab attentions
by achieving more than the target given to them

31. • Job status
• Challenging working environment
• Reward policy
• Insurance Policy
• Working Hours & overtime
• Cafeteria facility
• Pick & Drop service
• In house Emergency medication facilities
• Yearly outing program (local/foreign)
• Cultural program
• Participation in sports activities
• Leave policy
• Yearly employee awards

32. If an employee is a consistent performer then s/he gets
reward in Link3 in several ways. These ways are:
 Promotion
 Increment
 Performance bonus
 Foreign training
 Foreign posting/assignment
 Cost of living adjustment
 Spot recognition
 Other remuneration (Car allowance, gift hamper, etc)

33. ‘Link3’ manages the conflicts through:
 Immediate response in any conflict
 Awareness/Confronting
 Policies and Rules
 Effective Communication System
 Mentoring

34. Participation is the mental and emotional involvement of
people in group situations that encourages them to
contribute to group goals and share responsibility for them
 Involvement: Link3 encourage employee involvement in
decision making
 Contribution: It helps to feel a sense of belonging to an
organization
 Responsibility: This creates a sense of accountability

35. ‘Link3’ follow some rules:
 Helping Employee Achieve Job Mastery: Provide empowerment to
their subordinates and encourages employees achieve job
mastery
 Allowing More Control: Employees are given more authority and
encouraged to have more ownership, responsibility and
accountability
 Using Social Reinforcement & Persuasion: This lets the
management pass over many important leadership traits to their
subordinates informally
 Giving Emotional Support: Supervisor mentoring when facing any
difficulty.

36.  Committees
Usually Link3 is run by formal groups. Each group is
dedicated to achieve a specific target. But in special
occasions committees are formed. For example,
Picnic committee, Cricket tournament committee,
Project Committee, Procurement committee.
Committees are formed while the contribution of
multiple groups is required.

37. Group/team leaders take part in decision making
process. So the contribution of each group is counted
while making any major decision . Later on the group
leader (usually a Sr. Manager) informs the decision to
the group members. The training required for any
change also goes smoothly to the bottom of the
organization. And one can take/ offer help to other
member very easily which improves the communication

38. Internal Forces
• Two years back the company decided to change its
billing strategy for home users. Initially the billing
system was postpaid and prepaid billing software was
introduced. Initially both the employees and
customers had resisted the change. Some rumors also
spread out. But gradually all got used to, and the
change turned into a positive one
• Initially Link3 was managed by COO after MD and
chairman. But the management decided to appoint
CXOs for all vital departments. As a result the
company got a new organogram and all teams
became more accountable

39. External Forces
Government took a decision to send all overhead cables
of Dhaka and Chittagong city along main roads to
underground. All the ISPs along with other service
providers were forced to go underground with NTTNs.
This incurred a huge infrastructure loss to all service
providers including Link3

40. Managing Resistance to Change
The higher management uses managers as ‘change
agent’. While the new billing software came with its
other functionality in daily operation the employees
resisted it. People resists change as this is a built in
functionality in human. They liked the existing
software over the new one. The organization arranged
training session for the new software. Managers
motivated and guided for using the new software

41.  The NMC & Help Desk team often reach burn out as they
have to handle about calls from 4500+ persons per day.
They work as the gateway to clients. The organization
arranges counseling session for the team at a regular
intervals. Movie watching sessions also take place to make
them feel relieved
 For the removing of stress & counseling ‘Link3’ used-
 Medical Checkup of Employees
 Indore game facilities
 Team feast
 CXO directly involves with Motivational speech
 Effective Communication System

42. In order to make a decision, the management always
works as a team. Even the mission, vision, goals are
also set as a team. All level managers can give their
inputs to set target. Recently a team of the mid-level
and top-level managers met in a conference to set the
Blue Ocean strategy for the company

43. ORGANIZATIONAL
BEHAVIOR
PRACTICES IN
LINK3 IN LIGHT OF
EMBA 601

45. Employees here all work together as a team and share a friendly
relationship alongside the professional one

46. Attitude towards the whole organization is very positive here in Link3
which has helped them wining the trust of its customers and grabbing the
largest (about one lac users) market share. They believe that the state of
their mind is nothing more than a reflection of customers state of mind

47. Can you see the lizard
?It is important for an employee to adapt with the environment, culture &
behavior of the organization. Employees in Link3 always help each other,
specially the newly hired ones to adapt quickly and feel free. Results in
greater productivity

48. Employees behave gently and softly with each other, bosses don’t do
bossing around, don’t try to humiliate anyone. Members never point
fingers at each other

49. Link3 hire employees regardless of religion or race. All are allowed to
practice our own religion and celebrate the events like Eid, Christmas , Puja
etc. Employees all participate whole heartedly in celebrating each others
festivals

50. Communication with each other is not too loud & complicated here.
Upward, downward and lateral communication are very smooth. It’s
simple and easily understandable. Link3 employees understand each
other very well and respect each other's opinion

51. Link3 tries to hire people with high sense of proportion. Potential
employees need to go through some aptitude tests. As a result, the
company doesn’t end up hiring unproductive workforce

52. Courtesy is one of the biggest strengths of Link3. They respect and value
each customer and maintain very courteous relation with them. Due
emphasis is also laid on being polite and well mannered in the office

53. Link3 employees have strong commitment towards the task given, towards
each other as a team player and towards the organization as a whole which
made Link3 what they are today

54. Employees here in Link3 are very decent, modest and honest to themselves
and to the organization as a whole. They never overstep or cross the limit

55. Link3 employees have enough empathy for each other. “Always there for
each other whenever needed”

56. Link3 employees always try to put the brand image on top of everything by
the way they behave, dress and communicate

57. Punctually is one of the biggest strengths which has helped employees
finishing any given task in time and achieve the ultimate goal of timely
satisfaction of customer demand

58. Link3 employees acknowledge any crisis immediately and respond
accordingly. They also try to accomplish and complete any given task within
the stipulated time

59. Employees heavily rely on each other at work place. Team work is a very
important organizational culture in Link3. Most of the employees are very
dependable and responsible team members

60. Due importance is laid on sociability. Link3 employees socialize on
different occasions and also hang out occasionally to celebrate events like
annual picnic

61. Link3 employees are smart, barring few exceptions. It has some very smart
and intellectual individuals in top management who are responsible for
making strategic decisions and lead the organization from the front

62. Link3 employees have trust in each other and they know some one will
always be there to support during hard times

63.  It’s not WHAT you say; it’s HOW you say it! Link3 needs
to be more aware on timing of sending texts or calling
customers. Lack of awareness could cause serious damage
on reputation
 Link3 needs to improve on technological aspect; as
sometimes customers find themselves in difficult situations
while communicating their problems in Link3 touch points
(i.e. Helpdesk, Websites etc)

64.  The absurdities between the various tariff plans of the
various packages and also the hidden costs that is incurred,
need to be removed to make it easier for customers for
budget usage and building credibility
 The company need to device better modalities to deal
with grapevine communications