1.

0 About Banglalink:
Banglalink is the latest addition to the GSM famil y of OTH. Naguib Sawiris, Chairman and CEO of OTH, announced the acquisition of Sheba Telecom (Pvt.) Limited with a cost of US$60m in September of 2004. The company aims to make a difference in the lives o f the people. Its vision is to understand people's needs best and will create and deliver appropriate communication services to improve people's life and make it easier. Their mission is, therefore, to reduce the total cost of ownership of buying and usi ng a mobile phone. Moreover, to achieve this vision, the company has established some values that it tries to instill in its employees. They want their employees, and the company as a result, to be straight forward, reliable, innovative and, above all, pas sionate. As Sheba Telecom, the worst performing network operator in the industry, the company had onl y 30,000 subscribers. To dispel this image, OTH had re -branded Sheba as Banglalink in an attempt to give it a completel y new image. With that kind of a reputation at its disposition, the Banglalink management has placed one of the highest priorities on improving its network. In this respect, they have installed state-of-the-art equipment from Siemens and Huawei and brought in over 1,000 people, including e xperts, from 15 countries around the world to set up the required infrastructure. The system took a record of four months (less than half the normal time) to build. When Banglalink entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremel y useful and affordable communication tool for people across all segments.

Within one year of operation, B anglalink became the fastest growing mobile operator of the country with a growth rate of 25 7%. This milestone was achieved with innovative and attractive products and services targeting the different market segments; aggressive improvement of network qualit y and

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dedicated

customer

care;

and

effective

communication

that

emotio nall y

connected customers with Banglalink.

1.1 Making a Difference

When Banglalink entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremel y useful and affordable communication tool for people across all segments.

Within one year of operation, B anglalink became the fastest growing mobile operator of the country with a growth rate of 257%. This milestone was achieved with innovative and attractive products and services targeting the different market segments; aggressive improvement of network qualit y and dedicated customer care and effective communication that emotionall y

customers with Banglaink.

Banglalink entered the market with a promise of making mobile phone affordable for peo ple. This promise was kept and Banglalink was the first operator to introduce a flat rate for all calls (inside own network and to other operators) for the convenience and ease of customers.

Banglalink focused heavil y on enhancing service and qualit y during 2006. These enhancements were done in terms of network qualit y and customer service. There was aggressive improvement of indoor coverage, and wherever necessary, especiall y in -building solutions were installed in case of enterprise customers and corporate clients. To pr ovide better customer service, a new, expanded, state of the art call center has also been established. At the end of the 2006, there have been a six customer care centers and 63 franchise centers acros s the country attending various customers with different queries.

Banglalink also became a leader in terms of its advertising qualit y and setting 2|Page

very high standards for competition and others. The corporate TV commercial of "din bodol" based on the theme "making a difference in people's lives", touched everyone throughout the country and was adjudged the best TVC of the year according to the leading dailies of the country like Prothom Alo and New Age. This TV Commercial has become a matter of national pride for Bangladesh as it has been nominated for the be st TV Advertisement of the year with 4 other international television commercials at the GSMA Award 2007. GSMA Award is considered to be the Oscar of mobile industry.

Banglalink continues to play an active role in the area of corporate social responsibilit y. banglalink has given Dhaka International Airport - the gatewa y of Bangladesh a completel y new look. Provision of high qualit y passenger trolleys, phone booths, emergency charging station and beautification of the premises is an exemplary initiative wh ich no other multinational has taken. banglalink also contributed to an important tiger conservation project in the Sundarbans, and continues to support the Cox's bazaar beach cleaning program.

1.2Mission
To deliver innovative, customer focused products and to be the benchmark for customer service excellence.

1.3 Vision
To be the best -quality Service Provider in the country.

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2.0 Management Team

MD & CEO

Rashid Khan

Director- Admin

Altaf Faquih

CFO

Ezzeldin Heikal

CTO

Mohamed Ghidan

Director- Marketing

Omer Rashid

Director-Sales

Suhail Jan

Director- CCD

Muhammad Arshad

Head of HR

Tarek Beram

Director IT

Waleed El-Sonbaty

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3.0 Organizational Structure

MD & CEO ADVISOR

Chief of corporate Affairs & Strategic Planning
Chief Financial Officer Chief Marketing Officer Head Of Customer Care department Head Of Human Resource Head Of Enginering Chief Technical Officer Head of Billing & IT

4.0 Functional Department

Banglalink has the following functional departments

4.1 Sales and Marketing

The Sales& Marketing department functions in different categories such as Research & Product Development, Marketing Communications, Corporate & Direct Sales, Channel Management, FWT & Backbone Solutions, Logistics & Trade Support, International Roaming etc.

Sales and marketing is responsible for setting up of the sales channels and mechanisms by which the services packages are actually sold to the customers. This department also deals with corporate sales. This department however deals mainly with sales to corporate customers and 5|Page

maintenance of relations with both current clients as well as counting out potential new corporate clients, whereas the after sales service and other issues are dealt with by the customer services operations section of the company. This department also has the very important job of setting up marketing channels by which packages are distributed among clients and feedback is obtained from customers. This department is responsible for the selection of dealers and motivating them to promote banglalink packages to the customers in their respective areas. Brand Marketing and Research & Product Development id responsible for all the promotional activities of banglalink products, developing brand image and also designing new packages.

4.2 Customer Care:

Customer Care Department is responsible for coordinating all sorts of customer support activities. Its primary task is to ensure that challenging goals are set for each sub-department according to the organizational aims and each employee understands his or her role in supporting the customer. CCD has a responsibility to ensure smooth coordination between the activation, servicing and bill collection activities. CCD operated in different sections such as front office, activation and Verification, collection and retention, call center etc.

Call Center is a 24hours service provided to the customers where a customer can easily call to the hunting numbers and ask for any sort of queries & clarification. Call Center Agents try to solve the customers problem instantly if possible or guide them accordingly.

Another functional area under the Customer Care Department is Workshop where faulty handsets are repaired.

4.3 Engineering
This department is responsible for installation and maintenance of all the telecommunication equipments and the telecom channels required for providing services to customers.

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4.4 Finance:
This department is responsible for co ordination of various finance and Fund management activities of Banglalink. This Includes LC and purchase fund

Management payment of deposit paid by customers, cash flow management, and insurance cost management, forecasting and budgeting, negotiating with Banks etc. Different sections under this department are Commercial, Fund Management, and Budgeting. This department also looks after the functioning of Central Stores from where mobile sets, all other accessories and all sorts of stationeries are issued.

4.5 Corporate Affairs & Strategic Planning:

This department has been introduces recently to facilitate the following activities:

Secretarial Activities ensure proper implementation of relevant laws of company acts and ensures proper reporting to various regulatory bodies.

Tax & Vat Managing and controlling corporate tax and Vat related issues and coordinate with the tax regulatory boards.

Business activates regularly meets regulatory bodies and different stakeholders to ensure smooth running of operational activities of the company.

Revenue Assurance ensures revenue of the company and develops strategy to increase revenue as well as protection of revenue leakage.

4.6 Billing and IT:

Billing activities include bill generation, dispatch of bills and risk management. The bill generation area is responsible for the actual process of preparing the bills for the customers and sending those bills at the necessary time to allow for delivery time and payment by customers. Whereas Risk Management area responsibilities include checking usage against credit limit. IT section provides all sorts of systems or technical support i.e. troubleshooting, installation of computers, maintaining the computerized attendance system etc

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5.0 Human Resources:

Human Resources Department functions following distinct sections: Banglalink, believe that our teamwork is our greatest asset. Useful contributions made by each individual bring us that much closer to our goals. The Banglalink family is made up of a group of passionate individuals, uniquely qualified from diverse disciplines but working towards our vision. Banglalink ensures for the Tigers/Tigress: A friendly, professional and mutually supportive environment that encourages our people to develop their potentials to an optimal level. A true quality of professionalism that can be found in all world-class multinational companies Team oriented professionals, who contribute to the greater whole of the organization through their participation in decision making situations. A system which recognizes and rewards groups as well as individuals for their efforts and contributions to the company The Human Resource Managements polices are given below. However, only three policies are only discussed. The company did not allow for further queries about their HR policies:

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1.RECRUITMENT

2.SALARY AND WAGES POLICY

3.TRAINING AND DEVELOPMENT POLICY

4.TRANSPORT AND FOOD

5.ASSET TRANSFER POLICY

6.TRAVEL FACILITIES

5.1 Code of Conduct Guidelines

We believe that the keystones to our business success will be integrity with respect to our dealing with customers, suppliers and governments. The highest order of ethical conduct has and will be the very foundation of our enterprise. These qualities have been instilled and transmitted throughout the company. This code of conduct provides firm and uncompromising standards for each of us in our dealings with our agents, customers, suppliers, political entities and others. Adherence to code is the responsibility of each employee of Banglalink. Discipline/Penalties Procedure: The offense committed by the employee is determined by: A. Employees Department Head. B. Immediate supervisor.

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Immediate Supervisor: A.Conduct a session of coaching and counseling between him and the committed employee. B. If the employee does not respond to the counseling of his immediate supervisor a verbal warning will be issued to employee.

HR Department: A.Receive a copy of the formal written warning. B. Prepare Absence notice and issue it to the employee.

HR Department: A.Record the penalty in the penalty record sheet. B. If the employee repeats the same offense or makes another offense before 6 months have passed from the first offense. Three Members Committee: Take the necessary decision regarding the employee.

5.2 Recruitment policy

The purpose of this policy is to establish processes, procedures as well as a system to ensure that Banglalink has the most effective recruitment practice to support its aim in being the leading Telecommunications firm in the nation; by attracting & employing the highest caliber candidates at the right time.

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It is the firms policy to implement an appropriate recruitment system based on careful determination of the required competences, objectives as well as search & selection methods with efficient means of communication with candidates. 5.2.1Recruiting strategy The HR dept is responsible for structuring & operating the recruitment systems & hiring the most competent candidates to cover the staffing needs of the company. The recruitment Supervisor is responsible for establishing recruiting strategies. The Director of each department is responsible for understanding the hiring responsibilities & carrying them out with the HR Dept. All Department Heads are responsible for establishing approved hiring plans, Job specifications for the purposes of allowing the HR department to set annual hiring plan. After the final selection, HR will extend offer to the selected candidate. The mid level recruitment is conducted through formal interview 5.2.2Employment documents: Joining letter duly accepted by head department. Employee particulars form. Identity card form. 3 passport size photographs. Copy of education and experience. Release order from recent employer. Salary account information. Updated resume. Medical examination from our panel of doctors.

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5.2.3 Employment in the case of false information: In the case that it is proved to the company at any time the recruitment of any person was made as a result of the submission of false information and forged documents, the employment contract of that person will be automatically cancelled without prior notice. This does not withhold other companys legal rights. Recruiting Method Formally External or Internal Recruitment Targeted advertising in selected media (internet, newspaper) Executive Search Firms

Other Testing Method Personality testing: This method is useful to anticipate how applicants are likely to behave. Physical testing: To test only for specific critical job-related physical performance requirements. Honesty testing:

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5.3 Training & Development policy

The employees shall be trained technically & periodically either locally or abroad according to preplanned programs managed by HR department and in line with performance appraisals approved by Department Heads & meeting the company annual training budget. The trainee are sent in different countries like China, Malaysia and U.K . There are two types of training Inhouse Training and Outside-Training. Procedures: Human Resources department: Identifying the training needs of all departments employees as per performance appraisal & business need. Prepare the departmental training plan. Submit the annual company training plan to HR director for approval. Submit all available training programs to company departmental Head. Prepare training request form according to plan. \Inform the candidate of the schedule of the training course. Prepare a memo to the finance department to prepare payment to training fees Follow up training plan

Departmental Heads: Acknowledge the training plan for the selected trainees, as well as the selected training programs. Finance Department: Prepare the cheques for the training fees.

Benefits of Training and Development

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Improved bottom line, efficiency and profitability Increased flexibility in employees who can assume different and varied responsibilities Reduced layers of management

Makes employees more accountable for results

5.4 Compensation
The objective of the compensation function is to create a system or reward that is equitable to the employer or employee alike. Each person should be paid fairly, in line with his or her effort, ability and training. Payment is set enough to help an employee feel secure and aid him or her in satisfying basic needs.

Benefits Medical facilities Free medical facilities for spouse and two kids Insurance facilities Yearly performance bonus Free phone bill

Salary Administration policy The employee, who is employed on jobs with titles and specifications, will receive compensation that is relevant to field experience that matches with approved salary structure of this vacant position. Policy Guidelines: 1. The company will open an account for each employee in a bank that will be credited by his/her salary by the end of every month. 2. Upon the termination/resignation from services the employee will receive their final settlement dues (if any) within a weeks time. 14 | P a g e

3. Income tax will be deducted from monthly salary by the company as per law of the land and this will be deposited to the Govt. exchequer accordingly. 4. Pay slips will be issued accordingly.

Grade Levels: The following is the grade hierarchy at Banglalink: CEO Executive officer Director Senior Manager Manager Supervisor/Team Leader Senior Specialist Specialist Coordinator Salary Scale: 1. Each job is assigned a minimum salary, established according to the salary survey results, which specifies the minimum salary that may be paid to incumbents in each job. 2. Minimum through maximum scales is built on a system of mathematical calculations to allow for overlapping between levels as a result of salary merit or promotional increase.

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POOL PHONE REQUISITION FORM

Date :

Requisition No. :

Name :

Staff No. :

Position:

Department:

Region:

Justification: Requested For Call Facilities: (Please the Available) Approved Call Facilities: Local NWD ISD Local NWD ISD

Package Type: ________________________________ Package ID : ______________________

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Action Taken Requested by Recommended by (HOD) Approved by (Admin)

Name

Signature

Date

Travel Request

Name: Department: Position:Date:

Reason for Travel:

Visa Required (If yes, please have your passport and 3 photos available in the Administration department)

Yes _______

No _______

Airlines

Bus

Train

Car

Class:

First

Business

Economy

Travel Route:

Trip Details Departure from: Date:

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Arrival to: Departure from Arrival to: Departure from: Arrival to:

Date Date: Date: Date: Date:

Financial Details Accommodation : _________________ Daily Allowance X days : ___________ Advance : ___________

Ticket Price: ___________

Accommodation Details City: ___________________ Hotel: __________________ From: __________________ To: ____________________ No. of nights: ___________ Transfer to / from Airport: __________ Room Rate: ____________

Budget Allocation: ____________________ ____________________ ____________________ ____________________

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For Expats only (Check one)Business Trip: _______Vacation Trip: _______

Signatures: HOD Traveler ____________________________________________ _____________________ Head of HR

6.0RECOMMENDATION
The training development program is the most effective policy of Banglalink Telecom. However, the training policy of Banglalink is the best among the other Telecom Industries. The employees are efficient and hardworking. Moreover they have the capacity to take instant important decisions regarding their departments. The Human resource Team judges the business need of the departments and after analyzing and calculations the observation report is evaluated by the HR (Human resource) director. Then, the report is transferred to the departments head. Finally, the developed training program is essential for a leading Industry or company. It helps to motivate employers to face any sort of internal and external barriers or problems. Moreover, the enhanced training facility also increases self-esteem and knowledge. Thus, Banglalink should focus more on Training Development program because the knowledge and skill of an employee is the companys brand image.

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7.0 CONCLUSION
The human resource and management department of Banglalink Company has efficiently and successfully completed their task. Banglalink is one of the leading telecom companies in Bangladesh. The market capture is shown in the figure 1. Though, the leading company has a flaw in the salary policy. The reason is low salary scale compare to other telecom companies.

8.0References
Http://www.banglalinkgsm.com/ Http://www.scribd.com/doc/18799802/Integrated Communication Banglalink Http://www.scribd.com/doc/17156475/Marketing-Plan-of-Bang-La-Link Rezwanur Rahman senior executive of Banglalink Zahid Al Mamun - senior executive of Bangalink

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