final part of GP pp

8/7/2019 final part of GP pp

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Khondoker Afiz Ishtiaq 073 712 030

Md. Salahuddin 082 012 030

Shuvra Chowdhury 072 416 030

Abdulla Al Imran 071 611 030

Kaushik Ghosh 072 489 030

School of Business

North South University

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Group 04

Group Members


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Presentation Topic

Performance Management System ofGrameenphone Customer Service Department

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Customer Service Department ofGrameenphone (Contact Center

Hotline 121 )


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About


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Establishment:

On the Independence Day of Bangladesh

in March 26, 1997

Network Coverage:

Over 12,000 base stations in more than

6000 locations and they cover 98%.

Customer:

28.7 million subscribers as of October

2010

Overview of Grameenphone

Shuvro Chowdhury


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Ownership

Telenor (55.8%)

Grameen Telecom Corporation (34.2% )

Shares Holders 10%

Telenor

Grameen

TelecomShareHolder


Shuvro Chowdhury


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Employee:

Over 5000 employee.

Contact Center:

First 24-hour Call Center to service the customers and come up

with all their problems.

7am to 11:59pm for human available.

After 12am to 6:59 for automated service)


Shuvro Chowdhury


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Company Mission

Connecting Bangladesh with ease and

care

Being user-friendly

Providing value for money

Providing simple and timely connections

Having a right and understandable

process


Shuvro Chowdhury


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Be RespectfulCompany Values

Keep Promises

Be Inspiring

Make It Easy


Shuvro Chowdhury


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Contact Center


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Receive voice call

Value added services

Help Subscribers

Automated customer service

24 hours a day

7am to 12pm

Contact Center Work

Abdul Al Imran


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Contact Center Service

customer managers help customers

Listen any complaints

provide information

Make purchase decision

Cal 121

Abdul Al Imran


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Contact Manager Work

Available in working time

Behave good toward the customer

Identified exact problem

Responsible to help the customer

Flexible in their work environment

Ability to work under pressure

Abdul Al Imran


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PerformanceManagementSystem


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Performance Management system

Performance management is

the process of creating a work

environment or setting in which

people are enabled to perform

to the best of their abilities

Performance management is a

whole work system that begins

when a job is defined as needed.It ends when an employee leaves

your organization.

Khondoker Afiz Ishtiaq


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How Grameenphone Contact Center Measure Their Performance

Every 20 to 25 customer manager has a Team leader.

There is a target for customer manager and which is they

have to achieve in a given time frame.

On the basis of these data people & process department

measure the customer manager performance

And this target helps them to evaluate the customer.

The team leader also rating his group member by giving

number regarding their target that how many or how much

his or her group member success to meet their target.



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Measuring employee performance

They measuring employee performance by giving some

target.

For example: MCA, WT & EDGE

And employee have to fulfill their target in a month



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Determining pay & promotion decision

At the end of month they measuring their performance

on the given target for each employee.

And then they get incentive on the basis of overallperformance and the minimum target that they achieve.

Best performer awarded by head of contact center.



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Determining training & development needs

If an employee do not achieve their target

then there is a plan for the training session for that

particular employee to improve his or her self

for instance, they take few days for that employee to

improve that employee performance during the

employee office hour. That session name is SPECIAL

ASSIGNMENT.



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Performance appraisal method

To measure performance they use GRPHICAL RATING

SCALE:

They rate their employee out of 5 marks:

MCA

WT

EDGE

SQI

ADHERENCE



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Training session

If employee didnt achieve his target or do not give

the good service:

Then people & process department arrange a

training session of that particular employee

And they arrange that training session for group

of people who are suffering in a same problem.



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Management by objective


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MBO (Managing by Objective)

They have a single instruction & guide line for each

employee (Specific)

They have to achieve a target in a month so their work

can be measure (Measurable)

Their target is in their limit so its achievable.

(Achievable)

The target is fulfilled by the employee so its realistic.

Their target should achieve in a month so there is a time

frame.

Kashik Ghosh


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MBO problems solution

MBO has three problem but contact center success

to solve that problem by this way:

They give a clear goal to every one that each of

them have to achieve that.

They are using specific software which helps them

to find out the result of each employee.

Every one get their incentive on the basis of their

performance so that conflict doesnt arise here.

Kashik Ghosh


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Appraiser


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The Appraiser

Supervisor:

There are minimum ten manger working under one SERVICE

MANAGER

And the manger initially evaluate each member in his or her

team Service Manager:

Then SM evaluate the manager team performance and

submit the report to head of contact center

Head of contact center:

Head of contact center see the report and submit to the

people & people process department for arranging the

reward session for the month.

md. Salahuddin


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360 Degree Feedback

360-Degree

Head of

Contact Center

ServiceManager

Manager

md. Salahuddin


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Thank you !

Documents

final part of GP pp