Table of content

Acknowledgment i
Executive Summary ii

Part-1

Overview of Grameenphone

1 History 3

2 The people 8

3 The service 8

4 The technology 9

5 Grameenphone corporate governance 11

6 Corporate social responsibilities; an integral part of gp 12

6.1 Health 13

6.2 Education 13

6.3 Empowerment 13

7. Shareholders of Grameenphone ltd. 15

7.1 About Telenor as 15

7.2 About Grameen telecom 16

8. Management of Grameenphone ltd 16

9. Divisions at Grameenphone ltd. 18

9.1 Corporate affairs division 19

9.1.1 Main objective 19

9.1.2 Main responsibilities 19

9.2 Commercial division 20

 9.2.1 Main objective 21

9.2.2 Main responsibilities 21

9.3 Finance division 23

9.3.1 Main objective 23

9.3.2 Main responsibilities 24

9.4 People & organization division 25

9.4.1 Main objective 25

9.4.2 Main responsibilities 26

9.5 Technology division 27

9.5.1 Main objective 27

9.5.2 Main responsibilities 28

9.6 Communication division 28

9.6.1 Main objective 28

9.6.2 Main responsibilities 29

10 Assessing Grameenphone’s current state & future direction 30

Part-2

Report Part

1.1 Introduction 32

1.2 The origin of the report 32

1.3 Objective 33

1.3.1 Primary objective 33

1.3.1 Report objective 33

1.4 Scope of the study 33

1.5 Methodology 33

1.5.1 Primary data 34

1.5.1 Secondary data 34

1.6 Limitations 34

1.7 Gantt chart 36

Topic analysis and discussion

2. Customer handling: 37

2.1 Customer service through IVR 37

2.2 Operation in the IVR 38

2.3 Customer handling by IVR (interactive voice response) 39

2.3.1 Billing information 39

2.3.2 Welcome tune 41

2.3.3 Subscription information 43

2.3.4 Special services 45

2.4 Customer handling through voice 47

2.5 Call distribution by skills based 49

2.5.1 Star subscriber 50

2.5.2 Valued subscriber 50

2.6 What is CRM? 51

2.6.1 Overview of CRM 51

2.6.2 CRM structure 52

2.7 Operation with CRM: 52

2.7.1 Query: 55
 2.7.2 Service request 56

2.7.3 Complain 56

2.7.4 Order creation 58

2.7.5 Order creation interface 58

2.8 CRM strength and benefits 60

3. Findings 62

4. Suggestions 65

5. Conclusion 67