Letter of transmission
ASM Ashif
Sr. Lecturer
Department of Business Administration
East West University
Sub: Submission of MIS report for completion of course.
Dear Sir,
In this report of “MIS report on Airtel Bangladesh”, we have tried to implement our learning from this
course. We would like to thank you for offering the opportunity to work on this topic. Despite many
limitations, we have tried our best to make this report accurate and reliable.
If you have any further enquiry concerning any additional information, we would be very pleased to
clarify that. Thank you.
Sincerely,
Noor-E-Jannat. ID: 2011-2-10-253
2
Acknowledgements
One of the most pleasant parts of submitting a report is the opportunity to thank those
who have contributed to it. Unfortunately, the list of expression of thanks- no matter
how extensive is always incomplete and inadequate. These acknowledgements are no
exception.
Our first acknowledge goes to the almighty Allah for bestowing us the patience and
courage to finish this huge task within its deadline.
Acknowledgments must go to the team members, whose unflagging patience and
astounding capacity for creative work, and long hours made the project both possible
and successful – under the pressure of knocking deadline.
We acknowledge Lutfor Rahman, Chief Information Officer, Airtel Bangladesh for
giving us his valuable time and providing us important information regarding the
Information Technology, Management Information System ,Enterprise Resource
planning, and Networking System of Airtel Bangladesh. And for cooperating with us to
successfully complete this report.
At last, we sincerely acknowledge our debt to, ASM Ashif ,our honorable faculty, for
his valuable counseling towards the improvement of the project. Without his
encouragement, this would have been impossible.
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Objective of the Study
 To know about the Information Technology of Airtel Bangladesh.
 To know about the Management Information System of Airtel Bangladesh.
 To know about the Enterprise Resource planning of Airtel Bangladesh.
 To know about the Networking System of Airtel Bangladesh.
 To know about the MIS reports of Airtel Bangladesh.
 To know about the IT recourses of Airtel Bangladesh.
Company Profile
Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth
mobile phone carrier to enter the Bangladesh market, and originally launched commercial
operations under the brand name "Warid Telecom" on May 10, 2007.Warid Telecom
International LLC, an Abu dhabi based consortium, sold a majority 70% stake in the company to
India''s Bharti Airtel Limited for US$300 million. Bharti Airtel Limited, commonly known as
Airtel, is an Indian multinational telecommunications services company headquartered at New
Delhi, India. It operates in 20 countries across South Asia, Africa and the Channel Islands. Airtel
is the world's third largest mobile telecommunications company with over 261 million
subscribers across 20 countries as of January 2013. Bharti Airtel Limited took management
control of the Warid Telecom company and its board, and rebranded the company's services
under its own airtel brand from December 20, 2010. The Bangladesh Telecommunication
Regulatory Commission approved the deal on Jan 4, 2010. At present 800 employees are
working in Airtel Bangladesh.
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Organ gram
As Airtel Bangladesh is a private limited company, Head of Bangladesh Airtel is called CEO.
All the divisional heads report to CEO except Audit head. Audit head report to central Audit
Head. There are eleven separate departments for running organizational functions they are
Finance, HR, IT, Engineering, Customer Service, Marketing and
Sales, Admin, Logistics,
Operation Excellence, CRM Department, and Audit. finance is a division under this division there
are few departments. they are :
Accounts payables
Accounts receivables
Finance Budget and Planning
Revenue Assurance
Treasury
CEO
is top level management. Assistant managers are middle level management. And
Executive officers are the lower level management.
Christ Tobit is CEO.
Lutfor Rahman (CIO): head of IT
Abhay Seth (CSMO): For sales and marketing
Saad Ahmed (CTO): for technical/ engineering department
SK Muphopadhyay (CFO): Head of finance
Rubaba Dowla (CSO): head of CS
Sugato Halder (acting CHRO): Head of HR
And other are called divisional head.
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CEO
Head of
Finance
Finance
Manager
Accou
nting
Mana
ger
Executive
officers
Central
Audit
head
Trea
surer
Executive
officers
Head of
Customer
Service
Management
Head of
Operation
Excellence
Head of
Logistics
Head of
CRM
Head of
sales and
marketing
Head of
engineering
department
Head
of IT
Head
of HR
Support
team
Audit
Head
Executiv
e officer
Assistant
manager
Executive
officer
Executive
officers
Head
of
Admin
Assistant
manager
Engineers
Executive
officer
Assistant
manager
Assistant
manager
Executive
officers
Executive
officers
Executive
officers
Executive
officers
Executiv
officers
Organ gram of Airtel Bangladesh
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Management Information System in Airtel Bangladesh
In Airtel Bangladesh a separate IT department serves the whole organization. There is a Head of
it department who control IT Team. Airtel Bangladesh is a multinational company. It has
separate IT department for every region and one single IT department serves a particular region.
It has a central IT division for Bangladesh. CIO is head of Department. Head of Operation, Head
of Infrastructure, Head of project and budget, head of internal application report to CIO.
CIO
Head of
Operation
Head of
Infrastructure
Head of
internal
application
Head of
project and
budget
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CEO
VP
Operati
VP
Custom VP
on
Audit Excellen Logistics
er
Service
ce
VP
VP
Finance
Finance Customer Service Audit
Operation
VP
Admin
Logistics
VP Sales
and
Marketi
ng
Admin
VP
CRM
sales & Marketing
VP
Enginee VP HR
aring
HR
VP IT
CRM Engineering
Excellence
8
IT resource of Airtel Bangladesh
Airtal Bangladesh uses Very advance, world class and sophisticated Information system for
increase their efficiency and effectiveness. So they have latest software, hardware and
communication technology to support their sophisticated Information System.
Software
IT Department of Airtel Bangladesh is running on Outsourcing model. They have outsources
their IT applications to three world famous IT company: IBM, Avaya and COMVIVA.IBM is
managing all the applications and infrastructure except call center application and VAS
applications. Comviva is managing call center applications and VAS applications. Airtel is
equipped with all state of the art applications including Oracle ERP, TABS CRM and billing
system, Lotus Notes mailing system and many other applications. Airtel bangladesh uses Oracle
ERP for their enterprise resource planning.
At a Glance:
Oracle ERP version 11i
TABS CRM and Billing system
Sales Tracking System
Lotus Notes as mailing system,
Microsoft• ® Office Suite
Maximo ticketing system
IBM DB2 data warehouse
Cognos Business Intelligence
Sales Commissioning system
Aricent Mediation System
Avaya call Center system
Comviva SMS gateway
Comviva charging gateway
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Customization language used: Java, Dot(.)Net based applications are used.
As IBM, Comviva and Avaya are partner of Airtel, they develop maximum applications by
themselves. In some case they purchased application from Oracle, Huawei, Aricent and others.
Maximum reports come from Data Warehouse and BI application. This application is used for
market analysis, month closing reporting etc.
Hardware
Airtel Bangladesh uses desktops which are 60% Dell and 40% HP In their office. They also use
Lenevo and HP laptops for working outside the office. In some cases, they also use windows
based mobile for communicating with their sales partners and coordinating their works outside
the office.
At a glance:
750 desktops (60 percent Dell• and 40 percent HP)
560 Lenevo and HP laptops
260 windows based mobile
360 HP brand Printers
Communication:
Airtel Bangladesh has its own big Intranet System. All the offices of Airtel Bangladesh,
Customer Service point and even all its distributors are also connected with this network/intranet.
Using this network from all the branches and distributor houses people can access Airtel
Applications securely and smoothly.
They use cable, Tower, Radio link, micro web, wi-fi, fiber optic For Communication. They have
set up their own tower all over the Bangladesh to get uninterruptable communication system.
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Task assigning- Airtel Bangladesh does not link with its employees through emails rather they
use task assigning process. Task assignment software is a project or business management tool
useful in multiple task management. It is a set of auxiliary tools that are intended to help project
or business managers with progress tracking. Task assignment software can be divided into two
types: single-user and multi-user.
Internet Service Provider: Mango for internet. Metronet for connectivity.
Backup System and disaster recovery
Airtel Bangladesh using the following backup and disaster recovery.
Airtel is using IBM and HP based backup system.
They have DR site at Chitagong.
Local drive
Mirror Server
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Enterprise Resource Planning:
Enterprise resource planning system helps businesses become more flexible and productive by
coordinating their business processes more closely and integrating groups of processes so they
focus on efficient management of recourses and customer service. To integrate the activities of
different functional departments a typical ERP system will use multiple components of computer
software and hardware. The ERP system is run by the Oracle ERP version 11i in the Airtel
Bangladesh. Under the ERP system the organization uses different software’s and hardwires for
the different departments of the organization. The description of different software’s used by
different departments is given below.
Human Recourse:
Oracle Applications for Human Resources enable Airtel Bangladesh to hire, train, and deploy,
assess, motivate and reward its people more effectively than ever before, turning HR into a
strategic-level function and key contributor to its success. By automating its administrative
duties, providing self-service for non-HR professionals, and managing information more
efficiently, HR professionals can devote their energy and creativity to delevering the maximum
value for the organization's inveastment in people.
The Oracle HRMS application modules include:
OHR(Oracle Human Resources),
OP(Oracle Payroll),
OTA(Oracle Training Administration), and
OTM( Oracle Time Management).
Self Servive HR(SSHR)
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Finance:
The Oracle Financials enables Airtel to perform applications includes- General Ledger, Cash
Management, Payables, Receivables, Fixed Assets, Treasury, Property Management, Financial
Analyser and a self-service expenses function. Therefore Airtel Bangladesh uses modules like Account Payables(AP)
Account receivables(AR)
General Ledger(GL)
FA(Fixed Assets)
Cash Management(CM)
Bill Of Material (BIW)
Performance Management (PM)
Oracle Treasury (XTR )
FII - Financials Intelligence
Customer Service Management:
Oracle’s E-Business Suite family of Service Applications provides Airtel Bangladesh with true
information-driven customer service. It enables Airtel Bangladesh to meet and exceed customer
expectations by empowering them with information that is consistent, accurate, and actionable.
Following Modules are used in Airtel Bangladesh:
BIX - Call Center Intelligence
CCT - Oracle Call Center and Telephony
CS - Oracle Service
CSC - Customer Care
ICX - Oracle Self-Service Web Applications
IEO - Call Center Technology
IEM - Oracle eMail Center
XNS - Oracle Service for Communication
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CRM
The Oracle CRM (Customer relationship Management) is a set of applications that give Airtel
Bangladesh information-driven sales, service, and marketing. Oracle CRM is built on an open,
standards-based architecture that streamlines business processes, improves data quality, and
allows all Airtel's key divisions to draw from the same source of data. With Oracle CRM , airtel
bangladesh owns the single best tool for customer success—accurate information. Following
modules are used:
ASG - Oracle CRM Gateway for Mobile Service
ASO - Oracle Order Capture
BIC - Customer Intelligence
OKS - Oracle Contracts Service Module
JTF - CRM Foundation
XNS - Oracle Service for Communications
JTS - Oracle CRM Self Service Administration
OKI - Oracle Contracts Intelligence
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Logistics
With the Oracle Logistics module Airtel Bangladesh can plan, manage, and control the flow of
product and services within its business. It enables to estimate future planning of demand . It can
produce detailed, constraint-based service schedules and core business plans. For these purpose
following modules are used:
RG - Application Report Generator
AMF - Oracle Fulfillment Services
BEN - Oracle Advanced Benefits
MRP - Oracle Master Scheduling/MRP
OPI - Operations Intelligence
Sales and marketing:
Sales and marketing department forecasts the demand of the various packages in the market
and analysis the market conditions and analysis the competitor’s strength etc. the following
modules are used by Airtel Bangladesh:
AMS - Oracle Marketing
AS - Oracle Sales
BIL - Sales Intelligence
BIM - Marketing Intelligence
IEC - Oracle Campaign Plus
XNC - Oracle Sales for Communications
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Some MIS report of Airtel Bangladesh:
Percentage of Packages used by Airtel Users
Dolbol
13.2%
Hoi choi
20.8%
Golpo
26.4%
Adda
17.0%
Kotha
22.6%
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Revenue of Airtel Bangladesh in Last three Years
Revenue of Airtel Bangladesh in last three Years
3000
2500
1500
Revenue
1000
500
2010
2011
Year
Fall
Summer
spring
winter
Fall
Summer
spring
winter
Fall
Summer
spring
0
winter
Revenue in billions
2000
2012
18
Market Share of Different Mobile Phone Operators
Teletalk
Banglalink
Robi
Market Share
Citycell
Grameen Phone
Airtel
0
20
40
60
80
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Here is a Sample job recruitment Flow Chart
Airtel posts the
requirement of
recruitment on the
Internet
Reception of
Application
Selection of
CV
job vacancy
Test
Unqualified
Candidates
Incomplete
candidates
Qualified
Candidate
s
Yes
No
Technical
interview
Departmental head
HR Head
Yes
HR
interview/document
verification
Medical
examination
No
Rejection
Yes
No
Yes
No
Offer
letter
Give additional
training
Send Personnel information
to Employee database
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Here is Sample Providing customer service Flow Chart:
Receive
service
request for
package
related
information
Obtain customer information
and package related information
Customer
data base
Package
database
Information
available?
Provide special
offer & services
Yes
Route to best
agent
No
Handling service request for package related information
service request
for internet
package
activation
Obtain customer information
Customer
data base
Information
available?
No
Yes
Route to
best
agent
Solve the
problem &
activate package
Handling service request for internet package activation
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Networking System of Airtel Bangladesh: Airtel Bangladesh has taken internet
connection from Mango bd. They use cable, Tower, Radio link, micro web, wi-fi, fiber optic For
Communication.. They follow BUS and Ring Topology as their internal networking.
22
Call Center Network Diagram for Airtel Bangladesh:
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Some Important Points:
Airtel is using central ERP system which is connected to all its operation (Airtel has 17
operation all over the world). Sometimes some connectivity issues arise.
Airtel employee gets training from local as well as foreign IBM trainers. It’s a continuous
process
Airtel is using a lot of application. Almost every year they are converting and migrating
few of its application to upgraded version or to new platform.
They have recently upgrade their data warehouse and business intelligence application,
They brought new mediation system and right now they are upgrading their CRM and
billing system.
References
Number
1
2
3
4
5
6
Sources
www.airtel.in/
www.bd.airtel.com/
www.oracle.com
www.google.com
Airtel customer service center- Gulshan
Lutfor Rahman, Chief Information Officer, Airtel Bangladesh
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