Introduction: Grameenphone is part of Telenor Group, the main telecommunications operator of Bangladesh, which is present in 13 markets in Europe and Asia.Grameenphone started its journey with the Village Phone program: a pioneering initiative to empower rural women of Bangladesh. The name Grameenphone translates to “Rural phone”.Grameenphone received a license for cellular phone operation in Bangladesh from the Ministry of Posts and Telecommunications on November 28, 1996. Grameenphone was the first operator to launch GSM technology in this country, starting operation on the Independence Day of Bangladesh on March 26, 1997. Grameenphone has become the first operator on the mobile phone to make instant progress on mobile and to cover 99% of the population in the network.
Grameenphone has played a leading role in bringing new mobile-based solutions to Bangladesh. Among these are the Health Line, a 24-hour medical call center operated by licensed physicians. Among other innovations, study lines, mobile phone payments and 500 Community Information Centers for train tickets, bill pay, and information related to education for electronic purchases, call center based services for mobile phone providers. These centers provide affordable Internet access and other information related services for people in rural areas.Some key factor about Grameenphone:Ø The largest of five mobile operators in the countryØ Offers core voice services and a number of value-added services on both a contract and prepaid basisØ 63.883 million mobile subscriptions (Q3 2017)Ø 3008 employees (Q3 2017)Ø Total revenues of NOK 12.339 million (2016)Ø Monthly Mobile ARPU: NOK 17 (Q3 2017)Ø Telenor holds a 55.
8 % ownership interest in Grameenphone (as of 31 March 2011)Ø Grameenphone is listed on the Dhaka Stock Exchange (DSE) Ltd. and the Chittagong Stock Exchange (CSE) LtdØ Headquarters are located in DhakaØ CEO: Michael FoleyGrameenphone’s Mission:We are here to help our customers. We exist to help our customers get the full benefit of being connected.
Our success is measured by how passionately they promote us.Grameenphone’s Vision: Empower societies, we provide the power of digital communication, enabling everyone to improve their lives, build societies and secure a better future for all.Grameenphone’s Values: Ø Make It EasyØ Keep PromisesØ Be InspiringØ Be Respectful Organogram: Organizational StructureFive forces analysis: Threat of new entrants Low: Ø Bangladesh already has five giant mobile companies, they have created significant brand positioning and scale economics in network coverage. So, There is no threats of new entrants in telecommunication sectorØ Government rules and regulation, huge tax on the SIM cards is also act as entry barrier. Bargaining Power Suppliers Weak:Ø The bargaining power of the supplier of mobile industries depends on the brand value and strategic importance of supply, as well as the size of the companyØ But Ericsson, Siemens in the mobile telecom machinery industries that type of suppliers who only enjoy strong power in the industryØ Huawei Technologies recently played a vital role in modernization of network infrastructure on new 3G platforms.
Ø However, the bargaining power of suppliers in the industry is moderate to weakCompetitive Rivalry High:Ø Bangladesh already has five big mobile companies, so each of them are competitors for others.Ø Grameenphone is leading the industry and stands at a position of convenience than othersØ Each company is trying to increase market share with call rates, higher network coverage and improved quality servicesØ Competition among existing competitors is very highBargaining Power Buyers High:Ø There are five mobile telecom operators in BangladeshØ With the increased choice of telecom products and services, the bargaining power of the customer is growing.Ø Customers are looking for low prices from companies offering reliable servicesØ So there is an opportunity for buyers to select the best company Threat of substitutes Weak:Ø The substitutes that would replace the products or services of today, strongly related to the factor of innovation.Ø Skype, google talk, Viber, Whats app and any kind of Social media etc.
So these can be substitutes for telecommunication sectorØ However, In Bangladesh, the threat of substitutes is currently weak. SWOT:Strengths: Ø Brand value (GP, is the leading telecommunications service provider in Bangladesh. With more than 54.5 million subscribers and 46.3% subscriber market share (as of August 2016), Grameenphone is the largest mobile phone operator in the country.
Ø Financial ability (Revenue: ? 114.9 billion (2016), ? 104.8 billion (2015), Operating income: ? 41.6 billion (2016), ? 37 billion (2015), Net income: ? 22.
5 billion (2016) ? 19.7 billion (2015,)Ø Market Leader Ø Largest Customer Base: 58.689 MILLIONS (As per BTRC, January-2017)Ø 24 hours Customer ServiceØ Largest Network Coverage: Grameenphone has created the largest cellular network in the country, with more than 8,000 base stations. Currently over 99 percent of the country’s population is within the coverage area of the Grameenphone network. Ø Skilled HR & Management Team Ø Used Fiber Optic for Their Network SystemØ Network installation all over the country through Bangladesh Railway Weakness: Ø Unwanted Promotional SMS & VAS Services Ø High Prices of their ProductsØ Customer Dissatisfaction & Lack of follow up Ø Cultural Gap Between Management TeamØ Systematic Problem with the offered packages Ø Poor relationship with Bangladesh Telegraph and Telephone BoardOpportunities: Ø 4G ServicesØ Unmet DemandsØ Economic Growth Ø Business Expansion Ø Innovation of new product and servicesØ Get Connected with the new International BusinessØ Rapid growth of number of the mobile user Threats: Ø Aggressive Competitors Ø Price Competition Ø Government Regulation Ø Upgraded Technology of Other Competitors Chapter Two: Interns Role and responsibilityInternship Responsibilities: During my internship period: I was appointed in the Enterprise business department, which works in a part of the commercial division and in corporate client operations. Corporate clients are essential to GP because of the strategic and financial value they provide and also because building strong relationships with corporate entities expands the growth opportunities for GP itself. Each corporate client in turn belongs to a certain category in terms of geographical location of the business, revenue and business scale and strategic importance.
Therefore, under this department, a number of units work, which divides businesses based on previously mentioned parameters and constitute a revenue pyramid. There are five units based on business geographical location, revenue and business scale and strategic importance. I used to work on business solution zone 5 in Dhaka. I was assigned to the Motijheel to Narayanganj areas. I have seven members of my team, with a zone manager who controls the entire zone. He was my professional supervisor during my internship and during my career advisory. The Role of the jobs and my Specific Responsibilities:I was directly connected to the sales team. In addition, my first and foremost work was to learn the process and strategy of selling the products of corporate clients.
During this time, I was traveling several times in the client’s office for various purposes of selling. If I look at my internship time and divide it into different sections, then it will be in three parts and they are my specific responsibility, visit, observation.My Specific Responsibilities:· Work with an Enterprise Business (Corporate/Direct Sales) team· The whole process monitoring of Corporate Selling (Proposal giving to Agreement Signing)· Collecting product from the ware house and delivering it to the respectable clients· Doing the entire back end job like fill up the BTRC form, scan those forms and send to the archive· Send all the numbers to Activation Team (Applicable for only Sim, Modem selling)· Providing them after sales service· Collecting the new lead & Finding new client information. Visit: The most important part of my internship was making several visits to different organizations located in Motijheel and Narayangonj. This was the most important part of my internship because it helped me to learn a sales profession.
This is how they (the account managers) start trading with their business clients selling their (business solutions) products. Even when they had their first visit to find an opportunity for the organization, what methods are they using to connect with clients, how they discuss with their clients, seeks out their needs, sends their proposals and eventually signs the agreement. Chapter Three: Observations, recommendations and conclusionObservation: The Enterprise Business (Direct Sales) Department of the commercial division deals with sales and contracts with the corporate clients of Grameenphone. These clients include businesses of various levels, government organizations, embassies, international organizations etc. and huge strategic and financial value of Grameenphone Limited. Indeed, corporate clients generate a very small proportion of overall revenue, but by providing a limited number of them, a higher ARPU (the average income per unit) makes them GP priceless.
In this section, multiple teams are managed, which are categorized in terms of financial, geographical and strategic parameters. Clients, according to zones, are divided based on financial transactions and based on their strategic importance and account. Each team is responsible for the search, achievement, and retention of corporate clients.
For this, Account Managers are involved who interact and engage with clients throughout the entire process.My observations are on the role of account managers, their job opportunities and their clearly identified KPIs (sales targets and the number of target clients) and performance evaluation criteria. The most interesting aspect is however in the understanding of the prerequisite skills required of Account Managers.
Client interaction and engagement for successful sales achievement depends on the fine balance of corporate sales and science. Account managers are not only required to have technical expertise, difficult knowledge of knowledge about product and services, and other knowledge-based skills (science), but most of their success is defined by discussion skills, structure, mental skills and communication (oral and written). The efficiency they display reflects the industrial aspects of this corporate sale.
Finally, I was placed in Zone-5, BS Part of the team. I worked with them for 3 months and did their full work and their duties. Recommendation:Ø GP may use advanced technology to improve their network qualityØ GP could rethink about to reduce their tariff plan Ø Internet services can be made rationally so that people can use it moreØ They can try to improve their Customer Service Conclusion: Grameenphone is the largest growing mobile telecommunications operator in Bangladesh. Considering the importance of corporate clients’ satisfaction, this project was designed to evaluate the satisfaction levels of GP’s corporate clients.
Grameenphone has succeeded in creating a better picture than other operators. In other words, there is a clear advantage over GP competitors. Grameenphone has some additional features compared to its competitors; it plays an important role in increasing Grameenphone subscribers.