American International University of Bangladesh

8/3/2019 American International University of Bangladesh

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American International University ofBangladesh

Faculty of Business Administration

A project work on

Group 02

Submitted by

1. KH. Rizwan Ul Hossain2. Saeem Khan3. Md. Hamid Hasan4. Hayatul Haque Chowdhury5. Mahedi Hasan6. Nasim Hasan7. Tawsif Ahmed

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Contents

About GrameenPhone

Services

Corporate Governance

Organogram

Shareholders

Key Financial Figure

Maintaining Network Equity

Committed Customer Service

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About GRAMEENPHONE

The company has so far invested more than BDT 10,700 crore (USD 1.6

billion) to build the network infrastructure since its inception in 1997. It hasinvested over BDT 3,100 crore (USD 450 million) during the first threequarters of 2007 while BDT 2,100 crore (USD 310 million) was invested in2006 alone. Grameenphone is also one the largest taxpayers in the country,having contributed nearly BDT 7000 crore in direct and indirect taxes to theGovernment Exchequer over the years. Of this amount, over BDT 2000 crorewas paid in 2006 alone.

Since its inception in March 1997, Grameenphone has built the largestcellular network in the country with over 10,000 base stations in more than5700 locations. Presently, nearly 98 percent of the country's population iswithin the coverage area of the Grameenphone network.

Grameenphone was also the first operator to introduce the pre-paid service inSeptember 1999. It established the first 24-hour Call Center, introducedvalue-added services such as VMS, SMS, fax and data transmission services,international roaming service, WAP, SMS-based push-pull services, EDGE,personal ring back tone and many other products and services.

The entire Grameenphone network is also EDGE/GPRS enabled, allowingaccess to high-speed Internet and data services from anywhere within thecoverage area. There are currently nearly 3 million EDGE/GPRS users in theGrameenphone network.

Grameenphone nearly doubled its subscriber base during the initial yearswhile the growth was much faster during the later years. It ended theinaugural year with 18,000 customers, 30,000 by the end of 1998, 60,000 in1999, 193,000 in 2000, 471,000 in 2001, 775,000 in 2002, 1.16 million in2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006, and itended 2007 with 16.5 million customers.

From the very beginning, Grameenphone placed emphasis on providing goodafter-sales services. In recent years, the focus has been to provide after-saleswithin a short distance from where the customers live. There are now morethan 600 GP Service Desks across the country covering nearly all upazilas of61 districts. In addition, there are 72 Grameenphone Centers in all the

divisional cities and they remain open from 8am-7pm every day including allholidays.

GP has generated direct and indirect employment for a large number ofpeople over the years. The company presently has more than 5,000 fulland temporary employees. Another 100,000 people are directly dependenton Grameenphone for their livelihood, working for the Grameenphone

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dealers, retailers, scratch card outlets, suppliers, vendors, contractors andothers.In addition, the Village Phone Program, also started in 1997, provides a goodincome-earning opportunity to more than 210,000 mostly women VillagePhone operators living in rural areas. The Village Phone Program is a uniqueinitiative to provide universal access to telecommunications service in

remote, rural areas. Administered by Grameen Telecom Corporation, itenables rural people who normally cannot afford to own a telephone to availthe service while providing the VP operators an opportunity to earn a living.

The Village Phone initiative was given the "GSM in the Community" award atthe 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. Grameenphone waspresented with the GSM Association's Global Mobile Award for Best use ofMobile for Social and Economic Development' at the 3GSM World Congressheld in Singapore, in October 2006, for its Community Information Center(CIC) project, and for its HealthLine Service project at the 3GSM World

Congress held in Barcelona, Spain, in February 2007.

Grameenphone considers its employees to be one of its most importantassets. GP has an extensive employee benefit scheme in place includingGratuity, Provident Fund, Group Insurance, Family Health Insurance,

Transportation Facility, Day Care Centre, Children's Education Support,Higher Education Support for employees, in-house medical support and otherinitiatives.

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Services

Smile Prepaid - Bring SMILE into your life!

Low rates:

SMILE subscribers will enjoy reduced tariff of only Tk 1.50/min (8am-12pmand 4pm-12am ) for all GP to GP calls and Tk 2/min to any other operator (8

am-12 am). A call to a BTCL number will cost Tk. 2.

During 12 pm to 4 pm tariff for any GP-GP call is 0.49/min.

Under a promotional offer smile subscribers now can talk to any GP numberonly at Tk. 0.49/min from 12 am to 8 am in the morning. At the same time

calls to any other operators will cost Tk. 1.00/min.

SMS to any GP number and to other local operator's number is Tk.1 andinternational operators is Tk. 2

Great rewards:

SMILE offers thankyou to express gratitude to you. Your thankyou discountcan be received on purchases from more than 300 thankyou partners'

locations nationwide.To know more about your thankyou partner discounts, click on the following

link. It will redirect you to the thankyou section of the website

Great F&F Rates:

SMILE customers will enjoy great Friends & Family rates through which theycan talk at only Tk 0.49 per minute and SMS at only Tk 0.50 to 3 Friends &Family number

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Other facilities:

Along with all the benefits, all new and existing customers of Grameenphonewill continue to enjoy quality network and best customer service.In addition, SMILE brings a lot of other facilities:

Caller ID: It is a basic feature of SMILE that allows you to view the numberthat is trying to reach you.

Call Waiting:It enables you to receive a second call while you are alreadytalking to another person. When your call waiting feature is activated (onyour mobile), you will be usually notified by a short beep sound. You can theneither rejects the second call or put the first caller on hold, talks to thesecond caller and then returns to the first call. Call waiting can be activatedby calling *43#, deactivated by calling #43# while its status can be checkedby calling*#43#.

Call Conference:It is a unique & beneficial service that enables you tointeract with multiple people at the same time. It allows you to make up to 5calls at once and connect all the calls so that everyone can talk to each other.

This feature is handset dependent.

Call Divert/Call Forwarding:You can divert/forward your incoming calls

to any other number when your mobile is off, busy, cannot answer phone orout of coverage area.

Call Barring: Depending upon your mobile handset, you can restrict anyunauthorized use of your mobile phone (incoming and outgoing).

Xplore postpaid

Benefits at a glance

Post-paid product with BTCL (Local, NWD, ISD and Economy ISD)connectivityEnjoy free incoming call from BTCL.

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Attractive Start-up Offer with Free VAS

No on-net/off net, simple flat and low Tariff

Reduced rate on four F&F numbers

Economy ISD (012)

SMS Roaming

Breakfast News

Pre activated EDGE Service

GSM features (Caller ID, Call divert, Call barring, Call Hold, and Call waiting)Wide collection ofvalue added service (SMS, EDGE, Welcome Tune, VoiceMail, Voice SMS)

International Roaming facility

Flexible credit policy

Pay your bills from anywhere using FlexiLoad

Monthly 6-12% ThankYou discount on airtime & Crown Membership

Djuice

Internet / Edge service

Grameenphone internet packages:

You can easily connect to high speed internet by availing any of the internetpackages offered by Grameenphone. Grameenphone has four differentinternet packages considering the needs of wide variety of subscribers.Choose any of the packages below that suits your need:

Package 1 (P1) is a pay-as-you-go offer. It is available for both prepaid andpostpaid subscribers. For every kilobyte (KB) of data browsed, subscribers arecharged Tk. 0.02 (excluding VAT).

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To subscribe to Package 1 (P1), type P1 and SMS to 5000Package 2 (P2) is for both prepaid and postpaid subscribers. For P2 (24x7Monthly Browsing) monthly charge is BDT 850 (excluding VAT) both forprepaid and postpaid subscribers.

To subscribe to Package 2 (P2), type P2 and SMS to 5000

Package 3 (P3) is for postpaid subscribers. Subscribers can enjoy theservice from 12:00AM-8:00AM and monthly charge is BDT 300 (excludingVAT). From 8:01AM-11:59PM, subscriber can enjoy pay-as-you-go offer likeP1.


Package 4 (P4) is for prepaid subscribers. Subscribers can enjoy the servicefrom 12:00AM - 11:59PM (within a day) with 150MB data usage limit in a dayand daily charge is BDT 60 (excluding VAT). From 12:00 AM of the next day,pay-as-you-go (P1) charges will be applicable.


Subscriber can activate Grameenphone INTERNET service on his/her cellphone by sending the activation SMS (mentioned above). Subscriber willreceive three (3) handset settings (Internet, WAP, MMS) from Grameenphone.Please save all three settings and if necessary, write 1234 as PIN.

*SMS charge applicable for the activation message.*Subscribers have to pay content download fee separately.

Tariff Structure

P1 P2 P3 P4

Subscribers All All Postpaid Prepaid

Tariff NoneBDT850/Month

BDT300/Month

BDT 60/Day

Browsing Charge BDT 0.02/KB Nil Nil Nil

ContentDownload

As percontent

As percontent

As percontent

As percontent

Internet SIM

Internet SIM is a SIM card that allows you to use internet and avail dataservices. Using this SIM you can send or receive SMS but can not avail anyvoice service.

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How to use this Internet SIMYou need an EDGE/GPRS modem of any brand to use this SIM. If you use thisSIM with Grameenphone Internet Modem, there will be no hassle as it is pre-configured.Follow the following steps to use this internet SIM

Step-3 is applicable for initial installation only. You do not have to

choose an internet package every time you browse the internet.

Choose any of the packages below that suits your need:

Prepaid Postpaid

P1 (Pay as You Go) P1 (Pay as You Go)

P2 (24x7 MonthlyBrowsing)

P2 (24x7 MonthlyBrowsing)

P4 (Internet for a Day) P3 (Nighttime Browsing)

To subscribe, SMS the name of your chosen internet package (P1, P2, P3 orP4) to 5000. After activation, you will get a confirmation message and thenyou are ready to go

Thank you discount

Thankyou Discount on Voice Calls for XploreAs a valued xplore post-paid subscriber, you will receive Thankyou discounton voice calls; the amount of your Thankyou discount is based on acombination of your total voice call bill and the number of years you havebeen with Grameenphone. Which means the longer you have been with

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Grameenphone the higher the discounts you will receive. Just our way ofsaying Thank you!

Xplore Post paid: Monthly Thankyou Discount

The matrix below will help you find out your Thankyou discount amount onyour monthly bill. Its easy to calculate.

Monthly outgoing voice calls (ExcludingBTTB charge, Monthly Access Fee, Roaming& VAT amount)

Number of yearsof subscription

Tk.401-2000 Tk. 2001-3000 Tk. 3001+

More than 6years

10% 11% 12%

More than 3years, Less than6 years

9% 10% 11%

More than 1years, Less than3 years

8% 9% 10%

Less than 1 year 6% 7% 8%

Suppose your monthly bill for outgoing voice calls is Tk.1500 for the month ofJuly, and you have been a GP subscriber for 4 years.

Then you would a get a Thankyou discount of 9% (More than 3 years, lessthan 6 years and monthly outgoing voice calls Tk.401-2000 cells in thematrix). The more you talk and the longer you are a GP xplore subscriber, thehigher the Thankyou discount you will get.

Discount through SMS

With thankyou SMS Discounts, there are shopping surprises with everySMS.Shop with any one of our thankyou Partners and send us an SMS (withthe store code) at the cash counter to receive an immediate discountat the store.

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Value added service

Value Added ServicesYou can use your mobile phone for many other purposes than making voicecalls. With GrameenPhones VAS, you can use your mobile phone to:

Send and receive text messages, picture messages, voice messages Download ring tones, logos, wallpapers

Obtain news updates, cricket score updates

Browse the Internet and also send and receive e-mails

Transfer data and send fax

Participate in competitions and vote for your opinions

You will be able to use all these services whenever you need them,wherever you are. All you need is to have a GP mobile phone to get theseservices

Messaging Services

Information Alerts

Data Transfer

Fax

Entertainment Services

Browsing the Internet

Send and receive e-mails

Download Contents

Customize Your Handset

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Roaming

About GP International Roaming:

In March 1999, Grameenphone introduced this premium service for the firsttime in Bangladesh and now provides International Roaming service to itsown subscribers traveling abroad as well as to foreign operators subscribers

traveling in Bangladesh. For the first time in Bangladesh in July 2006,Grameenphone launched Roaming Services (both GSM and EDGE/GPRS) withCAMEL Phase II for Pre paid In-bound subscribers.

Grameenphone has unique One to One relationship with all its InternationalRoaming partner operators. As of January 2009, GrameenPhone has 343 GSMpartner operators in 120 countries in 6 continents and 118 EDGE/GPRSpartner operators in 52 countries

GrameenPhone center

Grameenphone Centers are one-stop shops designed especially for you andyour needs.We call these Grameenphone Centers our Flagship sales and service point.

You will find these centers with our professional sales and service people to

help you. Whether you wish to pay a bill, change a subscription, buy a newconnection or replace a mobile phone, our Grameenphone Centers canprovide you all this and more under one roof. Furthermore, many activitiesand campaigns all round the year make GPC a happening place; for examplethe Grameenphone Centre Recent Nokia campaign So whenever you stop by,youd observe some activity or the other.We invite you to visit us at any one of the 82 Grameenphone Centerscurrently operational around the country, with many more new shops in

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different regions opening soon. You can be sure that very soon one will beopening near you.

Grameenphone Corporate Governance

In the fast-paced world of telecommunications, vibrant and dynamicCorporate Governance practices are an essential ingredient to success.Grameenphone believes in the continued improvement of corporategovernance. This in turn has led the Company to commit considerableresources and implement internationally accepted Corporate Standards in itsday-to-day operations.Being a public limited company, the Board of Directors of Grameenphonehave a pivotal role to play in meeting all stakeholders interests. The Board ofDirectors and the Management Team of Grameenphone are committed tomaintaining effective Corporate Governance through a culture ofaccountability, transparency, well-understood policies and procedures. The

Board of Directors and the Management Team also persevere to maintaincompliance of all laws of Bangladesh and all internally documentedregulations, policies and procedures.Grameenphone is a truly transparent company that operates at the highestlevels of integrity and accountability on a global standard.

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Grameenphone Organogram

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Shareholders

Telenor Overview

About Telenor

Telenor is emerging as one of the fastest growing providers of mobilecommunications services worldwide with ownership interests in 12 mobileoperators across Europe and Asia.

Telenor is organised into three business areas; Mobile operations covering 12countries, and Fixed-line and Broadcast services covering the Nordic region.

Telenor holds 62 per cent of Grameenphone, with Grameen TelecomCorporation owning the remaining 38 per cent. Telenor has played apioneering role in development of cellular communications in Bangladesh.

The Telenor Group

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

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About Grameen Telecom

Grameen Telecom Corporation, which owns 38% of the shares ofGrameenPhone, is a not-for-profit company and works in close collaborationwith Grameen Bank. The internationally reputed bank for the poor has themost extensive rural banking network and expertise in microfinance. Itunderstands the economic needs of the rural population, in particular thewomen from the poorest households.

Grameen Telecom, with the help of Grameen Bank, administers the VillagePhone Program, through which GrameenPhone provides its services to thefast growing rural customers. Grameen Telecom trains the operators,

supplies them with handsets and handles all service-related issues.

Grameen Bank currently covers more than 67,000 villages which are servicedby 2121 bank branches all over the countryside. As of may 2006, the bankhad 6.33 million borrowers, 97 percent of whom were women.

Grameen Telecoms objectives are to provide easy access to GSM cellularservices in rural Bangladesh, creating new opportunities for income generationthrough self- employment by providing villagers with access to moderninformation and communication based technologies

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Corporate Update

Ensuring secured working environment is anintegral part of responsible corporate behavior

Believing in the ethos of corporate social responsibility, Grameenphonealways strives to uphold the standards in all its business operations. Ensuringsecured work place is no exception. In order to minimize accidents at theworkplace and at the project sites, GP regularly undertakes awarenessprograms as well as necessary training programs for GP employees andvendors/suppliers regarding various Health, Safety and Environment issues.

Though the employees of our vendors are not directly employed by us,through our contractual agreement with the vendors, we aim to ensure safeand secured working condition for their employees when they are working for

us. However, we are aware that this is a continuous process and there arealways opportunities to raise the collective performance level with respect tohealth and safety standards. Due to our scale of operations dispersed acrossthe country while the local vendors/suppliers having low awareness onstandard HSE practices, we consistently endeavor to address this issuethrough necessary phase-by-phase capacity building exercises.

Key Financial Figures

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Committed to Customer Service

In 2007, over 12 million subscribers were served through the InboundHotlines, Online Service and through outbound calls. In order to give apositive and sustaining experience to the ever increasing subscribe base,Grameenphone Customer Service is continuously improving on its processes

and procedures. Language and dialect based service for djuice subscribershas been launched through the Hotline by introducing English language andChittagong dialect from February 2007.

Business Solutions subscribers of Grameenphone are provided customerservice through their dedicated Key Account Managers. Moreover, 121 havebeen made toll-free for all Business Solutions postpaid subscribers from June2007.

Customer satisfaction has been declared as a major key performanceindicator (KPI). In this regard, a survey was conducted to measure thesatisfaction of the customers calling at the GP Hotline in September 2007.

And later on Weekly Survey has been conducted on a regular basis tomeasure customer satisfaction level. The results showed a sharp decline inwaiting times followed by a substantial increase in customer satisfaction.

This was achieved through a strong focus on training the employees handlingcustomer queries. A number of extensive training programs took place onsystems and products and on the actual dialogue with the customers.

Grameenphone Online Customer Service, an Internet-based customerservice, has completed its first year in December 2007. GrameenphoneOnline Customer Service started its journey with a very new idea and

developed it into a reliable channel for customers to get information andservice from Grameenphone. In spite of the low internet penetration rate inthe country, a good number of GP customers used the

Grameenphone Online Customer Service as a customer service windowin the past one year.

In addition, a large number of customers were also served throughresponses to written queries via emails, faxes and letters. The focus

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now is to move up to the next level with an ambition To provide thebest-in-class Customer Service in Asia by establishing the mostreliable, friendly and quality customer service.

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Documents

American International University of Bangladesh