Professional Documents
Culture Documents
On
Training & Development of Employees
A case study of An Orascom Telecom Company
(Banglalink)
Submitted to:
Ayesha Binte Safiullah
Lecturer
Faculty of School of business
University of Information Technology & Sciences
Submitted By:
Name
ID
Diponker Saha
09310065
10420102
10420246
10410399
10310750
10310764
Program of BBA
School Of Business
University of Information Technology & Sciences
Letter of Transmittal:
19 November 2011
To
Ayesha Binte Safiullah
Lecturer
Faculty
School of Business
University of Information Technology & Sciences
Subject: Submission of Term Paper on Training & Development of Employees
(HRM 363)
Dear Madam,
In the following pages, we have presented the summer 2011 HRM 363 project, which
you have authorized us to prepare and submit by 19 November 2011 as HRM 363
course requirement.
This particular report has given us the opportunity to get hands on experience regarding
different entry modes of mobile sectors. We are tremendously thankful to you for
giving us the opportunity to learn the practical skills during the course.
We have enjoyed preparing the research paper though it was challenging to finish
within the give time. In preparing this research paper, we have tried our level best to
include all the relevant information and tried to identify different Public Listed
Companies in Malaysia
Sincerely,
Diponker Saha
ID: 09310065
ID: 10310750
Rahman
Roman
ID:10310764
Acknowledgement:
We have prepared our group project on: Training and development of employees
It was really a nice experience for us to do the project on above topic. While preparing
the project lots of people helped us on various occasions. Among these people our
classmates, course instructor, teaching assisrant are mentionable. In this regard, we
would like to give our special thanks to our course instructor Ayesha Binte Safiullah ,
Lecturer, School of Business, University of Information Technology & Sciences.
We are also grateful to our friend and the people who helped us a lot in doing this
project. Special thanks, gratefully and lovingly offerd to our parents, for their overall
steadfast and loyal support during the preparation of this project. Finally, our gratitude
along with thanks goes to The Almighty for keeping everything on right track.
We want to talk about our limitations that we had to accept during the completion of
this project. However, we believe that we have tried our best to make this project more
reliable and acceptable.
Sincerely,
Name
ID
Diponker Saha
09310065
10420102
10420246
10410399
10310750
10310764
Executive Summary:
This research intends to explore the public relation and communication
department under marketing department of Banglalink. It is an exploratory research
which gives an over all idea about the activities of the department, in addition this
research will find out what the different types (working class, student, housewives,
employees) think about the PR activities of Banglalink.
This research is based on a semi-structured questionnaire. The questionnaire was
given from the Banglalink authority which was a pre-tested questionnaire having 10
questions. The sample technique was stratified random sample. Total 85 respondents
from Dhaka city where taken for this research. Based on their answers the analysis has
been made. The sample size is divided in to five (5) sub-categories namely student,
housewives, working class, agency personnel, and lastly the Banglalink employees.
Microsoft excel 2003 software was used for all sorts of calculation and graphical
representation for the research. Based on the calculation all sorts interpretation and
recommendation was given at the end. Each of the questions has its own calculation
and diagram in this research paper.
The literature review part was full of secondary information about the research.
The terminological definition, explanations of the terms and detail of the departments
are
clearly described in this part of the research. In addition, company background part is
added just for the readers to know more about the company and also the detail of the
department of PR & communication.
There are mainly nine activities that are taken care by the PR & communication
department. Each of the categories are explained and ranked based on their importance
after analyzing the questionnaire. Activities like TV, outdoor, press & publications are
the most talked about in this research.
Least but not the last, based on the analysis recommendations are suggested for the PR
and communication department. These recommendations will definitely improve the
overall company image if implemented efficiently.
Finally, this research will encourage further study and useful guidelines for these types
of researches.
Table of Contents:
Letter of Transmittal.
Acknowledgement.
Executive Summery...
i
ii
ii
Project Review
Chapter-01
1.1. Introduction
1.2. Objectives of the Study .
1.3. Methodology .....
1.5. Limitations ....
01
02
02
03
Chapter-02
2.1. Background
2.2. Employee analysis......
2.3. Training and Development Provided .
2.4. Banglalink and its business analysis ..
04
04
05
06
Chapter-03
3.1. The concept of training and development
3.2. Employees training process
3.3. Development their weak position ...
3.4. Tackle the threat of the banglalink.....
3.5. Overall analysis .
08
08
08
09
10
Chapter-04
4.1. Findings of the Study .
4.2. Recommendations .
4.3. Conclusion
11
11
11
References
12
Chapter-01
1.1. Introduction
17 May marks the anniversary of the signature of the first International
Telegraph
Convention
and
the
creation
of
the
International
Telecommunication Union. Since 1973, the occasion has been recognized as
World Telecommunication Day. So the significance is clear here that
Telecommunication Sector has a particular acknowledgement in the world
and the result is the creation of World Telecommunication Day. In fact,
Telecommunication is one of the talks of the world at present.
Tele density of Bangladesh is still the lowest in South Asia, according to the
statistics of the International Telecommunication Union (ITU). About 1.56%
among 100 people has access to telecom facility. It shows the high
potential in the telecommunication sector in Bangladesh. The existing
telecommunication companies operating in Bangladesh have been enjoying
competitive advantage because of less global competition but this scenario
is soon to be changed as global giants are focusing on Bangladeshi markets
with differentiated service and competitive advantages.
With the advancement of science and technology, we wonder regularly.
Todays world is the world of technology. No doubt of it that the most
success sector is telecommunication. Few days ago people can not even
imagine about the todays communication ways. And it is also true that
people have become more desperate to think about new things in this
sector. In this course of action, mobile, voice call service, SMS, video
telephony, teleconference, video conference etc. along with other
communicating ways, have emerged. So, the best news from the business
point of view is the creation of the telecommunication market. Its size is
beyond imagination that there are 750 GSM operators doing business
throughout the world. The picture of Bangladesh helps to realize the matter
more clearly that we have six operators even in this small country. And out
of 14 corer population, almost 2 corers are using this service. Millions of
dollars have already been invested in this sector and also are being
invested.
Technology was not only transforming the character of the
telecommunications industry from within, but more significantly, much
more significantly in my view, is changing the role played by
telecommunications in economic and social life. Telecommunication has
come to play a significant role in facilitating Bangladesh as well as the
whole world changing social division of labor between material production
and business and consumer services. Optical fiber cables, microwave and
satellite links to the mainland, to say nothing of cross-border roaming with
cellular mobile telephones and pagers, are daily reducing the transactions
costs of doing business, widening the scope of markets as well as bringing
together friends and families. But more than that, telecommunications is
becoming part of the strategic value- chain at the heart of modern business.
Obvious examples include the customer services banks provide over their
ATM networks; the facilities offered by airline and travel agency customer
reservation systems; the information available from online service
providers; the planning and co-ordination and monitoring and control
facilities available over wide area computer networks together with file
transfer and data management capability; and so on. Much speculation
takes place as to the future possibilities afforded by inter-active multi-media
broadband networks, often with the thought that the technological potential
is developing so rapidly that research and development engineers are fast
creating solutions in search of problems, and services in search of markets.
So it can be easily said that working and studying with this sectors not only
clear our view about the Telecommunication but also grasp ample opportunity
from this sectors
1.2. Objectives of the Study:
The objectives of this paper are as follows:
Provide an overview of the banglalink
To evaluate the employees of the banglalink.
To identify the factors influencing on the employee analysis of the
company.
To find out the strategies need to implement for achieving its long term
goal.
1.3. Methodology
The study covers the operation of banglalink. Moreover, history of
banglalink, Its prospects in Bangladesh, its operational issues and problems,
mission, vision and objectives of the company are also covers. A detail of
functional activities of banglalink. is provided to get an understanding of the
organizational structure and activities of FMCG Company.
For this study information is collected from both primary and secondary
sources. Investor relations section of the Website www.banglalinkgsm.com
is an immense source of information about Nestl.
As a student of MBA due to time constraint comprehensive study based on
information collected from primary source is not possible by us. So, we
interview some of the marketing executives to get an idea of operations and
issues in the company.
1.4. Sources and Data:
The study was conducted based on both primary and secondary data. The
sources of those data are stated below:
Primary Source:
The primary data were collected by customer survey conducted on
corporate clients of Banglalink. I had collected customer survey from one
hundred corporate clients of different organization. Customer survey had
been conducted by twenty-four questions location at Dhaka city. It had
taken ten days to collected respond. The survey technique was face-to-face
mock interview.
Secondary Source:
The secondary data were collected from the following sources:
Internal newsletter of the company
Various research journals of different research organizations
Web pages
Annual reports of the company
Various books and other internal publications of the company
1.5. Limitations:
Despite of the researchers highest effort the internship is not free from
limitations. Some of those limitations are mentioned as follows:
One of the major limitations faced while conducting the study was to
communicate with the selected corporate clients because they were very
busy with their regular jobs.
As, I had more dependence on the primary sources, so there might be
some levels of inaccuracy with those collected information.
Confidential information regarding past marketing and sales information
was not accurately obtained.
Many of the analysis on the obtained data are based upon my sole
interpretation. This in result might bring some biases, as lack of knowledge
and depth of understanding might hinder me to produce an absolute
authentic and meaningful report.
Chapter-02
2.1. Background:
In Bangladesh, Banglalink aims to understand peoples' needs best and
develop
appropriate communication services to improve peoples' life and make it
simple.
All
our
work is aimed towards meeting our vision. All members of the Banglalink
family
are
highly passionate individuals, fully committed to achieving the vision that
we
have
set
ourselves. Our customers' needs matter most to us- making their life simple
and
improving it is all we want. To ensure our vision is achieved, we have set
ourselves
a
few
values, we want to be
Straight Forward
Reliable
Innovative
Passionate
All the Banglalink family members have one thing in common- a passion to
serve. We want to go that extra mile, so that you can have the best possible
service investing in the future of Bangladesh. The biggest barrier today for
people
is
the
cost
of
handsets. We will strive to lower the total cost of owning a mobile. We are
here to help make a difference in people's lives by providing affordable and
reliable connectivity solutions. We will strive to connect people and link
their lives by listening to them and by understanding their needs. We are
here to help you speak your language.
2.2. Employee analysis:
Employee motivation is one of the major issues faced by every organization.
It is the major task of every manager to motivate his subordinates or to
create the Will to Work among the subordinates. It should also be
remembered that a worker may be immensely capable of doing some work;
nothing can be achieved if he is not willing to work. A manager has to make
appropriate use of motivation to enthuse the employees to follow them.
Hence this studies also focusing on the employee motivation among the
employees of Industries.
Training
Development
Who
Non-managers
Managers
What
Technical / Mechanical
Operation
Theoretical / conceptual
ideas
Why
General knowledge
When
Short term
Long term
year. Who else but well-trained employees can contribute to the prosperity
of an enterprise?
Accidents, scrap and damage to machinery and equipment can be avoided
or minimized through training. Even dissatisfaction, complaints,
absenteeism, and turnover can be reduced if employees are trained well.
Future needs of employees will be met through training and development
programmers. Organizations take fresh diploma holders or graduates as
apprentices or management trainees. They are absorbed after course
completion. Training serves as an effective source of recruitment. Training is
an investment in HR with a promise of better returns in future.
2.4. Banglalink and its business analysis:
Banglalink is a newly emerged Govt. mobile service operator in countrys
cell phone service market with nation wide coverage. Within a very short
period of time, it has covered 61 dist. HQ, 158 thane and the main national
highways and developed 11 full-fledged customer care centers. Over 200
outlets are being working to distribute Sims and Scratch cards in the
country... Banglalink has gone into interconnection agreement with all four
private cell phone service providers named City cell (PBTL), AKTEL (TMIB),
Grameen Phone (GP) and Banglalink for providing more superior services to
banglalinks consumers. Recognizing its tremendous success (introducing
web based lottery, self employed virtual dealership, fastest coverage
progress and price-cut), BANGLALINK has been emerged a trend setter in
mobile phone sector of Bangladesh. It got unique position for its special
features that other players are not offering right now, such as, born out of
commitment. To make profit but not at the cost of customer, nationwide
transmission backbone support, professional excellence, transparent
financial transaction, all transaction through Bank, fewer Packages, no
tricks: customer Confidence, no incoming Charge, all Package has BTTB
incoming and outgoing, 100% ISD and EISD facility. The most remarkable
success of Banglalink is the slump in Tariff Structure. As soon as Banglalink
announced its tariff the long-lasting oligopoly between other private mobile
operators were shattered. Healthy competition came into the mobile market
causing almost 50%, if not more, reduction in price both in terms of SIM price
and usage rate. The slump in price made mobile phone affordable even for the
low-income group of people. Using a mobile phone soon became a necessity;
it's no more a luxury.
The strength of Banglalink was the confidence of the subscribers in the
government institution. On the other hand it's being the part of government,
is probably the biggest weakness from operational perspective of Banglalink,
which will be understandable as we go through this article. At a time when
people were desperately searching the way out to get rid of the oligopoly of a
few operators, j Banglalink started its operation with big bang of response.
People became frenzy to get a Banglalink SIM. Another good reason for that
craze was its flexibility in connectivity with the other operators. It's the only
SIM, which has such a, versatility of connections having ISD, Economy ISO
service along with both incoming and outgoing connectivity with any of the
land phones. The biggest weakness was a premature entrance in a mature
basically use this system because their work pattern is useable such
system. They train up their employees inside their job.
2) Job instruction training: Listing each jobs basic task, along with
key points. In order to provide step by step training for employees. In
the company of banglalink they train their employees step by step.
3) Off the job training:
Sometimes Banglalink train up their
employees outside the job.
6. Advanced technology:
Banglalink use GSM technology and it maintain its faster technology to
tackle the threat.
7. Low cost:
Banglalink cover the all subscriber to offer low cost .So if there is come
various new companies to offer minimum cost then the BL has no risk
because they offer low price for long period of time.
8. Switching job decease:
In the BL Company they provide the better compensation more than
another company.
9. Dont spread any wrong information by the employees of BL.
10. Set best strategy to archive the companys goal and employees try to
provide their better effort
3.5. Overall analysis:
After all discussion we can say that, the companies of Banglalink maintain
their employees training and development program in standard ways. And
all of the activities which are come from employees all of this things are
occurred reached the company long run.
Chapter-04
4.1. Findings:
There are some important findings, which are given below:
1. The concept of training is a process of teaching new employees the basic
skills they need to perform their jobs
2. The concept of Development means improve the quality of employees by
training them a certain period of time or the process of the job
3. There are three steps of Employees training process in our study. Such as
a. On the job training.
b. Off the job training.
c. Job instruction training.
4. Employees of banglalink are developed by different training. Such as, Job
rotation, Coaching or understanding method, Action learning, the case
study method, Management game and Outside seminars etc.
5. There are many way are described to tackle the threat of Banglalink
6. After all discussion we can say that, the companies of Banglalink
maintain their employees training and development program in standard
ways.
4.2. Recommendations:
Banglalink Bangladesh Ltd. can follow various measures to overcome these
problems. Here are some recommendations in this regard:
1. Banglalink corporate SIM packing must be different compare to other
providers packages.
4.3. Conclusion:
Banglalink Bangladesh ltd introduce in 2005. When service came with lower
tariff was the strong path to influence people about the new service. In that
time Banglalink followed a smooth marketing strategy. Banglalink formed a
cheap rate for the first time in Bangladesh. Banglalink maintains relation
ship marketing policy as well. So that there sales volume is more then
others. At a time Banglalink takes also better position in consumer mind by
its quality, attractive tariff plan etc. I gather some essential information
from my survey that has needed to improve in some sector like network
coverage, marketing strategy, promotional activities, customer satisfaction
etc. Finally it says that Banglalink estimates of life time relationship value
accentuate the importance of retaining current customers. Banglalink
provides proper information to their customer about new product or service.
It is another good way to stay in touch and increase sales or get referrals.
Banglalink offer discount for valued customer to maintain good relationship.
Report on Customer Relationship Management in corporate sales of
Banglalink is the part of our credit course of BBA Program. I learn so many
things from this report about Banglalink Bangladesh its service nature, its
distributors, retailers, consumers and its overall marketing condition in
communication sector. This report will assist me to build up a better career
in the job section.
References:
1. 1st anniversary publication, Banglalink
2. Mobile phones are everywhere and the business section of The Daily
NEWAGE, Friday, May 18, 2007, p.7.
3. Special feature of The Daily Prothom Alo on 2nd Anniversary Banglalink
Saturday, March 31, 2007, p.18.
4. Main story and interview of Mobile personality of Monthly Magazine
THE
MOBILE April 2007 p.7, 1
5. Report of Banglalink on SERVICE PROMOTION POLICY OF BANGLALINK
BANGLADESH LIMITED in the year 2006.
6 . Website:
a. www.Banglalinkgsm.com
b. www.wikipedia.org
c. www.google.com