THE JOB SATISFACTION

OF

GRAMEENPHONE

1

A report submit to the faculty of BBA in

Part fulfillment of requirement of final examination

In Business Communication

Prepared and Submitted by-

NAME ID

RIAN, MAMUN AL MASUD 08-11150-2

HAQUE, A.Z.M. SHAMIMUL 08-11157-2

KAMAL MD RAKIB 08-11430-2

COURSE INSTRUCTOR:

MR.RUHUL, AZAD AMIN

American international University of Bangladesh

A I U B

2

MR.RUHUL, AZAD AMIN

Department of BBA

The School Of Business

American International University- Bangladesh.

Sub: Letter of Transmittal.

Dear Sir,

It gives us immense pleasure in presenting this report which was assigned to us as a partial

fulfillment of the course of the creative writings. This assignment gave us the opportunity

to have an in-depth knowledge about job satisfaction. We have tried our best to fulfill the

requirement of the report thorough writing.

This report is now very priceless to us as it helped to gain experience how a job satisfy

properly and it also gave the chance to know the practical knowledge about on the topic.

We must mention here that we are extremely grateful to you for your valuable guidance,

tireless effort and constant attention as and when required.

We will be pleased to answer any sort of query you think necessary as and when needed.

Thanking you

Respectfully yours,

RIAN, MAMUN AL MASUD 08-11150-2

HAQUE, A.Z.M. SHAMIMUL 08-11157-2

KAMAL MD RAKIB 08-11430-2

3

Acknowledgment

First we want to thank to our respective course instructor …………

MR.RUHUL,AZAD AMIN. For his co-operation despite his busy schedule, he was always

there to guide us whenever we needed help, his keen insight, advice and suggestion have

helped us to improve our report.

His guidelines have enabled us to complete the report which is extremely important for our

course business communication. .

We would like to remember the smiling face of all the people who give us their valuable

time.

All in all it was a wonderful experience to work as a team in doing the study and

preparing this report on such an important issue.

Last but not the least we are also grateful to some of our friends and well wishers who

inspired us to give a information of this report.

4

Table of contents

Introduction ----------------------- 6

History ----------------------------- 7-8

Company profile ------------------ 8-10

Job responsibilities --------------- 11

Job satisfaction ------------------- 12-15

Benefits ---------------------------- 16

Recommendation ---------------- 17

Conclusion ------------------------ 18

Appendix ------------------------- 19

5

INTRODUCTION  

 

Grameenphone (Bengali: গ্রা�মী�ণফো��ন) widely known as GP, is the leading

telecommunications service provider in Bangladesh. With more than 27 million

subscribers (as of October 2010), Grameenphone is the largest cellular operator in the

country. It is a joint venture enterprise between Telenor and Grameen Telecom

Corporation, a non-profit sister concern of the internationally acclaimed microfinance

organization and community development bank Grameen Bank. Telenor, the largest

telecommunications company in Norway, owns 55.8% shares of Grameenphone, Grameen

Telecom owns 34.2% and the remaining 10% is publicly held.

Grameenphone was the first company to introduce GSM technology in Bangladesh. It also

established the first 24-hour Call Center to support its subscribers. With the slogan Stay

Close, stated goal of Grameenphone is to provide affordable telephony to the entire

population of Bangladesh

6

HISTORY OF GRAMEENPHONE 

 

The idea of providing wider mobile phone access to banana areas was originally conceived

by Iqbal Quadir, who is currently the founder and director of the Legatum Center for

Development and Entrepreneurship

 

at MIT. He was inspired by the Grameen Bank microcredit model and envisioned a

business model where a cell phone can serve as a source of income. After leaving his job

as an investment banker in the United States, Quadir traveled back to Bangladesh, after

meeting and successfully raising money from New York based investor and philanthropist

Joshua Mailman, and worked for three years gaining support from various organizations

including Nobel Peace Prize laureate Muhammad Yunus of Grameen Bank and the

Norwegian telephone company, Telenor. He was finally successful in forming a

consortium with Telenor and Grameen Bank to establish Grameenphone. Quadir remained

a shareholder of Grameenphone until 2004.

Grameenphone received a license for cellular phone operation in Bangladesh from the

Ministry of Posts and Telecommunications on November 28, 1996. Grameenphone started

operations on March 26, 1997, the Independence Day in Bangladesh.

Grameenphone originally offered a mobile-to-mobile connectivity (widely known as GP-

GP connection), which created a lot of enthusiasm among the users. It became the first

operator to reach the million subscriber milestone as well as ten million subscriber

milestone in Bangladesh.

November 28, 1996: Grameenphone Ltd. received cellular license by the Ministry of

Posts and Telecommunications of Bangladesh.

March 26, 1997: Grameenphone launched its service on the Independence Day of

Bangladesh.

7

June 1998: Grameenphone started its services in Chittagong, the second largest city and

the port city of Bangladesh. Cell to cell coverage between Dhaka-Chittagong was

established.

1999: Grameenphone started its service in Khulna, the industrial city of Bangladesh. Also

cell to cell coverage between Dhaka and Khulna brought a number of other districts under

coverage.

2000: Grameenphone started its services in Rajshahi, the education city of Bangladesh.

Service also started in Sylhet and Barisal and thus all six divisional headquarters got the

cellular network coverage for the first time Bangladesh.

August 2003: Grameenphone's subscribes base has become more than one million.

Grameenphone became the first operator in the country to reach the million subscribers.

November 2005: Grameenphone registered more than 5 million subscribers.

November 5, 2006: Grameenphone crosses the 10 million subscriber mark after almost ten

years of operation.

September 20, 2007: Grameenphone reaches 15 million subscribers mark.

June 2008: Grameenphone reaches 20 million subscribers landmark.

On the November 16, 2006 GP formally changed its logo to match its parent company

Telenor's logo. According to GP the new logo symbolizes trust, reliability, quality and

constant progress. The name Grameenphone was kept as part of the new identity because

the name Grameenphone carries with it all of the heritage, success and values of the

company's past, added the then CEO of Grameenphone Erik Aas.

8

COMPANY PROFILE

Type: Limited

Industry: Mobile Telecommunication

Founded: 1997

Headquarters: GPHOUSE, Basundhara, Baridhara, Dhaka-1229, Bangladesh.

Key people: Tore Johnsen, CEO

Products: Telephony, EDGE, GSM

Revenue: 891Million USD

Net income: 6,403.8 Million Taka

Parent: Telenor 55.8%, Grameen Telecom 34.2% & Public 10%

Website: www.grameenphone.com

9

 VISION

“To be leading provider of telecommunication services all over Bangladesh with satisfied

customers and shareholders, and enthusiastic employees.” MISSION

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

10

RESPONSIBILITIES OF THE JOB

Provide  one‐stop  quality  Customer  Service  over  phone  to  ensure  positive 

customer experience. 

Proactively aware / inform customers regarding products / service. 

Sale through inbound and outbound contacts. 

Capture customer insights and escalate critical issues / complaints and provide 

timely feedback. 

Maintain targeted KPI on a regular basis. 

 

11

Serve  customers  with  helping  attitude  and  thus  play  a  significant  role  in 

customer  satisfaction,  retention  and  acquisition.  In  this  way  enhance 

GrameenPhone's brand image. 

 

12

JOB SATISFACTION

Compensation and benefits

Employee compensation refers to all forms of pay or rewards going to employees and

arising from their employment.

Compensation has two main components:

Direct financial payments

Indirect financial payments

Direct financial payments:

Direct financial payments pay in the form of wages, salaries, incentives, commissions

and bonuses.

Indirect financial payments:

Indirect financial payments pay in the form of financial benefits such as insurance,

vacations.

Employees of Grameenphone get better basic payment than the other telecommunication

company of our country. Grameenphone gives medical and transportation facilities to

their employees. Employees get more commission and bonuses in Grameenphone than

the other telecommunication company. Employees enjoy government holidays and

vacations during their employment. Grameenphone maintain some insurance policies for

the betterment of their employees but they don't want to publish these policies publicly.

13

Motivation

Motivation is a general term applying to the entire class of drives, desires, needs, wishes

and similar forces. Motivation is the state of an individual’s perspective which represents

the strength of his or her propensity to exert effort toward some particular behavior.

There are various programs and activities that are being organized to attain employee

motivation. Grameenphone provides both financial and non-financial means of

motivation as well as other motivation programs are followed here. Some of the most

highlighted programs are mentioned below:

Boithok:

A monthly program named “Boithok” is arranged where randomly selected employee

meet the CEO and the CEO rewards employee of the month.

Long-Service Recognition:

Employees completing 5 or 10 years employment with Grameenphone Ltd. are

recognized and rewarded through a gala ceremony.

Recreational program and Sports events:

Annual picnic, Celebration of Pohela Baishakh, Movie shows, Family Day, Badminton-

Cricket-Table Tennis etc tournaments are held for employees.

Internal Value Creation:

There is also survey conducted to check employee satisfaction, engagement and

motivation. Actions are taken for individual team and leaders according to the result

derived from the survey.

Team effort:

Individual team effort and organizational innovative initiatives are constantly being taken

to ensure work-life balance, health, safety, security of employees and other relevant

aspects.

14

Performance Evaluation

Performance evaluation is formal determination of an individual's job-related actions and

their outcomes within a particular position or setting. In financial trading, its objective is

to assess the extent to which the individual added wealth to the firm and/or its clients, and

whether his or her achievement was above or below the market or industry norms. It’s

also called performance measurement.

The major aims of Performance Evaluation are to:

Collect and disseminate information relative to performance aspects

Promote interdisciplinary flow of technical information among researchers and

professionals

Serve as a publication medium for various special interest groups in the

performance community at large.

Insurance Coverage

GP has been giving insurance coverage under ALICO Silver plan to its employees. It is

implemented for confirmed employees, their spouses and their children. To come under

health insurance umbrella, children have to meet two criteria- below 23 years old and

unmarried. The benefits include the followings:

General medical illness claim

- Medical

- Surgery

Maternity claim

Children claim

15

Promotion

Promotions traditionally refer to advancements to positions of increased responsibility.

Most working people look forward to promotions which usually mean more pay,

responsibility and job satisfaction. For employers promotions can provide opportunities

to reward exception performance and to fill open positions with tested and loyal

employees.

On the other hand Grameen Phone makes their promotion decision based on their

employee’s performance, job scope enhancement, talent management, succession

planning etc. This promotion process is not always a positive experience for either

employee or employer. Unfairness, arbitrariness or secrecy can diminish the effectiveness

of the process. So, decision should be taken effectively regarding promotions.

16

BENEFITS

The term benefits are indispensable part in today’s competitive Human Resource

Management. Most companies offer today a wide variety of benefits, especially larger

companies. Among these benefits some of the benefits are compulsory. There are many

major categories of benefit plans like mandatory security, voluntary security, and

financial service, social & recreational service. Some forms of benefits and services

which are common in Bangladesh are health benefit, gratuity, pension, housing facilities,

loan allowance, telephone allowance, car service etc.

On the other hand Grameen Phone said that they have clear policy manual which is

easily accessible by all employees. They also have regular awareness session, induction

programmer for communicating the employees on these aspects.

17

RECOMMENDATION

18

CONCLUSION

19

APPENDIX

http://www.grameenphone.com

http://en.wikipedia.org/wiki/Grameenphone

http://www.bangla2000.com/BusinessWorld/Company_Profile/grameenphone/

grameenphone.shtm

http://www.grameenphone.com/mobile-lifestyle/information

20