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PRESIDENCY UNIVERSITY
COURSE CODE INT 495 SUBMITTED TO DR. TARUN TAPAN DHAR ASSISTANT PROFESSOR MOAZZAM HOSSAINS SCHOOL OF BUSINESS PRESIDENCY UNIVERSITY, BANGLADESH SUMMER 2011
Company Overview
March 1997 Started operation on the independence day of Bangladesh Market Leader in Telecommunication industry of Bangladesh More than 1.5 lacs people working with Grameenphone
Ownership Structure
Prepaid
Aapon, Bondhu, Shohoj, Djuice Adjusted, Ekota, BS prepaid, Roaming(SMS)
Postpaid Xplore, Business Solution, Roaming (Standard)
Voice
Data Service (EDGE) Blackberry BES BIS E- Care service SELF CARE
Organogram
CEO Tore Jenson
CFO
Rehman Shamsi
Capture customer insights and escalate critical issues / complaints and provide timely feedback.
Maintain targeted KPI on a regular basis. Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention and acquisition. In this way enhance Grameenphones brand image.
ADHERENCE
SQI
KPI
Sales
Adherence
Appraisal
Fulltime permanent
Salary increase
Skill training
Evaluation after Mentoring Coaching and training On the job training Task insight programme Mentorship programme Counseling
Recommendations
More effective communication intra departments Ethical and Transparent Sales Procedure comparing the Code of Conducts of Grameenphone and customers Expectations Customer Oriented Service Quality Qualitative measurement of SQI rather than Quantize standards Stress management initiatives for workload
Questions???