A
Report
On
Human Resource Management Procedure
Of
Bangladesh University of Business & Technology (BUBT)
Report On
Human Resource Management Procedure
Of
Submitted To
Md. Rafiqul Amin
Lecturer
Department of Management
School of Business
Bangladesh University of Business & Technology (BUBT)
Submitted By
Abida Sultana Keya ID: 206
19th Intake Sec: 5
BBA Program
Date of Performance: 20/01/2011
Date of Submission: 25/01/2011
Bangladesh University of Business & Technology (BUBT)
Letter of Transmittal:
Date: January 25, 2011
MD. Rafiqul Amin
Lecturer
Department of Management
Bangladesh University of Business & Technology (BUBT)
Dhaka Commerce College Road, Mirpur-2, Dhaka-1216, Bangladesh.
Sub: Submission of Report
Dear Sir:
With due respect I would like to inform you that I have completed my report on
Human Resource Management Procedure Of grameenphone and have the
pleasure to submit herewith the references for your kind consideration.
The report gave me the opportunity to enrich my theoretical knowledge. I had to
learn and work to know the overall ‘Human Resource Management Procedure
Of grameenphone’ and get the relevant data to prepare this. I express my deep
gratitude to you kindly give the scope and help me to prepare this report
properly.
I have tried my best to complete the pertinent information as comprehensively
as possible. Moreover, if you require any further clarification on this report, I will
be delighted to make me available to you immediately.
Sincerely Yours,
Abida Sultana Keya ID: 206
19th Intake
Sec: 5
Program: BBA
Bangladesh University of Business & Technology (BUBT)
Acknowledgement
At first I would like to pay my gratitude to MD. Rafiqul Amin, Lecturer,
Department of Management (BUBT). The content guidance and advice
of my faculty advisor played the pivotal role in making the execution of
the report. He always gave me his suggestions that were crucial in
making this report as flower as possible.
I express my sincere gratitude to all of the officers of Grameenphone.
(Mirpur Branch), who have assisted me by providing valuable
information and time. A lot of thank for the group of respondents for
their cooperation and support in the process of data collection.
At last I would also like to convey my thanks to all of my well wishers
and relations for their voluntary and cooperation.
Bangladesh University of Business & Technology
Executive Summery:
This report on “Human Resource Management Procedure of Grameenphone” is the part of
the Human Resource Management (HRM 201) course. The report on this topic is done
under the supervision of MD. Rafiqul Amin, Lecturer, Department of Management,
Bangladesh University of Business & Technology (BUBT). This report covers the overall
performance that is Human Resource Management Procedure of Grameenphone. The
source data is mainly secondary, which was collected from monthly and daily reports of
Grameenphone. The primary data collected from employees, customers, different personnel
observation of Grameenphone. The report contains some statistical tools which will help us
to find different trends which indicate the present condition of Grameenphone. Different
types of accounts and its operations, duration and policy has been found through this report.
There was lack of experience with shortage time, and lack of sufficient & updated
information of Grameenphone web site. There another problem was management problem,
understanding customer, advertising & promotion, customer dissatisfaction. So, its
advertisement must set up on the target based and adequate. Grameenphone should
delegate authority and responsibility to the branch so that they can take some decision in
some cases and skilled employees must be recruited to provide better services. The
authorities of Grameenphone should set up right personnel to the right place at the right
time. It is not possible to go to the depth or each activities of division because of time
limitation. So, objectives of this report have not been fulfilled with complete satisfaction.
However, highest effort has been given to achieve the objectives of this report. I think this
report may show a guideline to Grameenphone for its future planning and its successful
operation to achieve its goal in the competitive environment.
HRM:
In this case, I tried to look into the HRM of the company. Before
I go into the findings of our research, let me first look at the
theoretical aspects of. Human Resource management this is a
management process consisting of eight activities necessary for
staffing an organization and maintaining high employee
performance. The human resource managers of organization
interview job candidates orient new employees and evaluate
their performance.
Recruitment & selection:
This process deals with selecting the appropriate applicant for a
job. Recruitment refers to the process of locating, identifying and
attracting capable applicants. On the other hand, selection
consists of the process of screening job applicants to ensure
that the most appropriate candidates are hired. HR Managers
use various kinds of selection tools to select the best applicants
from a pool of applicants. Methodology varies from the applicant
forms to written tests, performance assessments, to interviews,
background investigation to physical examination.
Orientation:
This is another process which is concerned with the introduction
of new employee to his or her job and the organization. It has
been classified widely into two sub headings: work-unit
orientation and organization orientation. Work-unit orientation
familiarizes the employees with the goal of the work unit,
classifies how his or her job contributes to the units goals and
includes an introduction to his or her new co-workers.
Organization orientation informs the new employee about the
organization’s objectives, history, philosophy, procedures and
rules.
Training:
Changes take place in organization over time, as globalization
takes place and as policies change, or legislation is passed.
One of the most important processes of HR is that employee
skills have to be aligned with the changes that take place in
organizations. However it is management’s responsibility to
decide which employees require training, when they need it and
what form of training.
Compensation developing:
An effective and appropriate compensation system is an
important part of the HRM process as it can help attract and
retain competent and talented individuals who help the
organization accomplish its mission and goals. In addition, an
organization compensation system has been shown to have an
impact on its strategic performance. Organizational
compensation can include many different types of reward and
benefits such as basic wages and salaries, incentive payments,
housing, medical allowance, etc.
Performance Appraisal:
Performance appraisal, also known as employee appraisal, is a
method by which the job performance of an employee is
evaluated (generally in terms of quality, quantity, and cost).
Performance appraisal is a part of career development. The
most popular methods that are being used as performance
appraisal process are: Management by objectives; 360 degree
appraisal; Behavioral Observation Scale; Behaviorally Anchored
Rating Scale etc.
Grameenphone Limited
Type
Limited
Industry
Mobile Telecommunication
Founded
1997
GPHOUSE, Plot # 236, Block # B,
Basundhara R/A, Dhaka-1229.
Headquarters
Celebration Point, Road # 113 A, Plot 3 & 5,
Gulshan, Dhaka, Bangladesh
Key people
Oddvar Hesjedal, CEO
Products
Telephony, EDGE, GSM
Revenue
891Million USD
Net income
6,403.8 Million Taka
Parent
Telenor 55.8%, Grameen Telecom 34.2%
Website
www.grameenphone.com
Grameenphone, 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.
History:
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.
History:
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 milestones in Bangladesh.
Chronology:
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.
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.
Chronology:
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
Changing logo:
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.
Numbering scheme:
Grameenphone uses the following numbering scheme for its
subscribers:
+880 17 nnnnnnnn
880 is the ISD code for Bangladesh and are needed only in
case of dialing from outside Bangladesh (otherwise, it may be
substituted by a 0, making the prefix 017). 17 is the prefix for
Grameenphone as allocated by the government of Bangladesh.
The eight-digit number nnnnnnnn is the subscriber number.
Network:
According to Grameenphone, it has so far invested more than
BDT 10,700 crore (USD 1.6 billion) to build the network
infrastructure since 1997. It has invested over BDT 3,100 crore
(USD 450 million) during the first three quarters of 2007 while
BDT 2,100 crore (USD 310 million) was invested in 2006 alone.
Grameenphone has built the largest cellular network in the
country with over 10,000 base stations in more than 5700
locations. Presently, nearly 98 percent of the country's
population is within the coverage area of the Grameenphone
network.
The entire Grameenphone network is also EDGE/GPRS
enabled, allowing access to moderate speed Internet and data
services from anywhere within the coverage area. There are
currently nearly 3 million EDGE/GPRS users in the
Grameenphone network.
Products offered:
Mobile Telephony:
Grameenphone was the first operator to introduce the pre-paid
mobile phone service in Bangladesh in September 1999. It
offers the pre-paid subscription.
There are no sources in the current document under the name
Easy Prepaid which is currently calld "smile prepaid". Besides
smile, Grameenphone also offers a youth based mobile to
mobile connectivity within Bangladesh named djuice'.
Grameenphone also offers postpaid mobile service. xplore
Postpaid is the name of its post paid service.
Other Services:
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Internet: Grameenphone provides internet service in its
coverage area. As it has EDGE/GPRS enabled network,
any subscriber can access to internet through this network.
Grameenphone was the first mobile operator in
Bangladesh to offer EDGE services to its subscribers.
Bill Pay: A service to enable users to pay their utility bills
(Electricity, Gas etc) through mobile.
Cell Bazaar : A service to enable users sells or buys
products through mobile or internet.
Various other services like Stock Information, Instant
Messaging, SMS Based Alerts/Services, Voice-based
Services, Downloads, Music, Cricket Updates, Web SMS,
Mobile Backup etc.
Other activities:
Village phone:
With the help of Grameenphone, Grameen Telecom operates
the national Village Phone programme, alongside its own parent
Grameen Bank and the International Finance Corporation (IFC),
acting as the sole provider of telecommunications services to a
number of rural areas. Most Village Phone participants are
women living in remote areas. Village Phone works as an
owner-operated GSM payphone whereby a borrower takes a
BDT 12,000 (USD 200) loan from Grameen Bank to subscribe
to GP (Grameenphone) and is then trained on how to operate it
and how to charge others to use it at a profit. As in September
2006, there are more than 255,000 Village Phones in operation
in 55,000 villages around Bangladesh. This program has been
replicated also in some other countries including in Uganda and
Rwanda in Africa.
Grameenphone tower:
A typical Grameenphone tower
Community Information Centers:
Community Information Center (CIC) or GPCIC is aimed at
providing internet access and other communications services to
rural areas. In February 2006, 26 CICs were established across
the country as a pilot project. In this project, Grameenphone
provides GSM/EDGE/GPRS infrastructure and technical support
and other partners Grameen Telecom Corporation and Society
for Economic and Basic Advancement (SEBA), are involved in
selecting and training entrepreneurs to run the village centers.
The computers in these centers in the pilot project are used by
an average of 30 people a day, who pay a small fee to access
email or Web pages. Grameenphone also trains the
entrepreneurs so that they can give people advice on how to set
up an e-mail account and best make use of the Internet. CIC
project is giving up to 20 million people the chance to use the
Internet and e-mail for the first time. Following a successful pilot
project, Grameenphone is going to set up approximately 560
centers in communities throughout Bangladesh by the end of
2006. As a result, up to 15 villages containing up to 40,000
people will be within reach of each CIC. In this information
center, there will be personal computers connected to
Grameenphone's existing GSM mobile network, which has been
upgraded with EDGE technology to offer data transfer speeds of
up to 16 kilobytes per second.
Grameenphone Centers:
A gpc at Gulshan, Dhaka.
A gpc at Tejgaon,Dhaka.
Grameenphone Centers:
A grameenphone center (GPC) serves as a "one stop solution"
for customers, with all telecommunications products and
services, under a single roof. A grameenphone center also sells
phones from vendors like Nokia, Samsung, Motorola, Sagem
and Benq. EDGE/GPRS modems and accessories such
chargers and headphones are also sold at GPCs.
As of September, 2007, there are 76 GPCs and they are
strategically located at all major locations of the country is
operated by Grameenphone. As of late most of the newly
opened gpc's are franchised. Most of these franchised outlets
are in non-metropolitan areas.
The GPCs also provide the flexiload service without charging
extra for small denominations unlike many retailers in the
country. Thus making the gpc's and ideal place for many for
such a service.
Every once a while, the GPCs tie up with handset manufactures
and start a nationwide marketing scheme by selling the specific
vendors products at a price lower than the market's or in bundle
with a grameenphone connection loaded with free minutes.
Awards:
1. Grameenphone received the GSM in the Community Award
at the global GSM Congress held in Cannes, France in
February 2000 for its Village Phone initiative.
2. In 2002, Grameenphone was adjudged the Best Joint
Venture Enterprise of the Year at the Bangladesh Business
Awards.
3. Grameenphone was presented with the GSM Association's
Global Mobile Award for ‘Best use of Mobile for Social and
Economic Development' under Bridging the digital divide
category at the 3GSM World Congress held in Singapore, in
October 2006, for its Community Information Center (CIC)
project.
4. In the next year, 2007, Grameenphone was again
presented with the same award for its `HealthLine Service'
at the 3GSM World Congress held in Barcelona, Spain, in
February.
Corporate Governance structure of
Grameenphone:
Corporate Governance is the structured process through which
an organization is directed, controlled and held accountable. It
clearly defines the rights and responsibility of the Board,
Management, Shareholders and other Stakeholders like
Government and the society at large. Grameenphone believes
in the continued improvement of corporate governance. This in
turn has led the Company to commit considerable resources
and implement internationally accepted Corporate Standards in
its day-to-day operations.
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 ensure
maintaining of compliance with all laws of Bangladesh and
internally developed policies, procedures and controls.
Board of Directors:
The Directors of the Board are appointed by the
Shareholders in the Annual General Meeting (AGM) who are
accountable to the Shareholders. The Board is responsible
for guiding the Company towards the goal set by the
Shareholders. The Board also ensures that Grameenphone
Policies & Procedures and Codes of Conduct are
implemented and maintained; and the Company adheres to
generally accepted principles for the governance and
effective control of Company activities. In addition to the
other legal guidelines, the Grameenphone Board has also
adopted “Governance Guidelines for the Board” for ensuring
better governance in the work and the administration of the
Board. The Board of Directors in Grameenphone is
comprised of nine members including the Chairman who is
elected from amongst the members. In compliance with the
Corporate Governance Guidelines issued by the Securities
and Exchange Commission (SEC) and as per the provision
of the Articles of Association (AOA) of the Company, the
Board of Directors in its 101st Board meeting held on March
19, 2010 appointed an Independent Director to the GP
Board.
Board Committees:
Management Team (MT):
The Management Team is the executive committee of
Grameenphone managing the affairs of the Company. The
Management Team consists of the CEO and other key
leaders across the Company. The CEO is the leader of the
team. Management Team endeavors to achieve the
strategic goals & mission of the Company set by the Board
of Directors. The Management Team meets on a weekly
basis to monitor the business performance of the Company.
Ownership Structure
The shareholders of Grameenphone contribute their unique, indepth 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 sister concern of the
internationally acclaimed micro-credit pioneer Grameen Bank.
The other 10% shares belong to general retail and institutional
investors.
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 organised into three business areas; Mobile
operations covering 12 countries, and Fixed-line and Broadcast
services covering the Nordic region.
Telenor holds 55.8 per cent of Grameenphone, with Grameen
Telecom Corporation owning the remaining 34.2 per cent. The
rest of the shares belong to general retail and institutional
investors. Telenor has played a pioneering role in development
of cellular communications in Bangladesh.
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
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.
The Telenor Group:
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More than 150 million mobile subscribers worldwide
Strong subscription growth, particularly in our Asian operations
Listed as No.1 on Dow Jones Sustainability Index 2008
Ranked as the world's seventh largest mobile operator
Revenues 2007: NOK 105 billion
Workforce 2007: 35 800 man-years
Listed on the Oslo Stock Exchange, with headquarters in
Norway
Corporate Governance:
In the fast-paced world of telecommunications, vibrant and dynamic
Corporate Governance practices are an essential ingredient to
success. Grameenphone believes in the continued improvement of
corporate governance. This in turn has led the Company to commit
considerable resources and implement internationally accepted
Corporate Standards in its day-to-day operations. Being a public limited
company, the Board of Directors of Grameenphone have 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 is a
truly transparent company that operates at the highest levels of integrity
and accountability on a global standard.
Brand:
A connection exists between every person regardless of the
distance that separates. And each person is designed to seek
out those connections, to stay in touch. Grameenphone serves
as that correlating string that connects thousands of people
across the country, across the world. It makes the daunting
physicality of distance and time trivial. And thus it bring people
together, holding their dreams and hopes, joys and sorrows,
helping them stay close.
This power to connect all, eliminating all differences, is the
power of Grameenphone - the power to create magic for every
common man, the magic of love, the magic of closeness.
Mission:
Leading the industry and exceed customer expectations by
providing the best wireless services, making life and business
easier
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
Values:
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Make It Easy
Keep Promises
Be Inspiring
Be Respectful
Promise:
Stay Close
Sponsorship:
Grameenphone engages in sponsorship to deliver its brand
promise and to create mutual benefits for its partners.
Grameenphone has been relentlessly supporting different
organizations through sponsorships to preserve and glorify our
national heritage and patronize the potential developing sectors
of Bangladesh. The basic drive of our sponsorship decision
comes from patriotism and the understanding of societal
development in different potential sectors. We believe that there
is still a large scope to work together and stay close.
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Sponsorship focus areas
Sports
Art-Culture
Social Welfare
National Days
ICT Development Partner
Sponsorship Activities:
Partner of Bangladesh Cricket Board the National team
Grameenphone- the proud partner of Sports, Art-culture, social welfare national
days
Cricket Academy
Football
Golf
Tennis
Weight Lifting
National Art Exhibition
Zainul-Quamrul International Children's Painting Competition
Rabindro Utshob
National Poet's Birth Anniversary
Tree Plantation Movement
Police Week
Acid Survivors Welfare
Anti Drug Movement
Major events in Independence Day
Victory Day
International Mother Language Day
Bengali New Year
Recharge based Jersey, Cap offer
Praying for Bangladesh Cricket team
For the first time in the country's history, we are hosting World
Cup Cricket matches in our home ground. Not only that, we are
also being honoured with the responsibility of organizing the
inauguration ceremony in our country.
On the eve of the proud moments to come, Grameenphone has
decided to color the country in Red and Green – with its new
Recharge based Jersey and Cap offer.
Conclution:
Grameen Phone has a similar practice, where they offer
company shares to its employees. This is also equally effective.
Grameen Phone follows a similar type of selection. A difference
though is that they put their applicants through intensive 2 day
long assessment program where the applicants are monitoring
with regard to various perspectives. Grameen Phone has a
rather brief orientation, covering plant visitation, introduction to
co-workers and company benefits and code of conduct. In
contrast at GP, training is conducted in two steps. First a
classroom training, then direct hands-on attachment. We believe
that just video training is not the most effective form of training
and that some form of attachment would be required, especially
in the technical field. Nothing is better than learning a job while
performing it at the same time. Compensation Managers must
develop a compensation system that reflects the changing
nature of work and the work place in order to keep people
motivated. These can include many different types of rewards
and benefits such as base wages and salaries, add-ons, bonus
and many other forms.