REPORT ON Grameen Phone

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ReportOn Communication Process Of FormalCompany

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Business Communication
Topic:- REPORT ON COMMUNICATION PROCESS OF A FORMAL COMPANY.
Company:- GRAMEENPHONE LTD.(GP)
Supervised By
Md. Anisuzzaman Fahad
Lecturer in Management
Departmentof Business Administration
Submitted To:
Northern University Bangladesh
Submitted By:
Section- AA
Group Name: Orchard
Submission Date: 04-04-2013
Sl No Name ID
01 S.M. Al-Shahriar 120304790

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Letter of Transmittal
4 April, 2013
Lecturer in Management
Department of Business Administration
Subject: Submission of Internship report.
Dear Sir,
With due respect, I would like to inform you that I have completed the internship report on
communication process of Grameen Phone. It is immense pleasure for me because I have
successfully completed this report by receiving your continues guideline as a supervisor.
I have endeavored to prepare this report from my level of best to accumulate relevant &
insightful information about the Grameen Phone. If I am included any wrong information in
unconsciously so please forgive me as your student. It is a great experience for me to make this
report. I have tried to make the report comprehensively with in the schedule time & limited
recourse.
I make to ensure you that if you have any query about any matter collecting information
regarding this report so please ask me and I will best try to answer you.
Sincerely your’s
.............................................
S.M Al-Shahriar
ID: 120304790
BBA
Department of
Business Administration

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Letter of Authorization
4 April, 2013
Lecturerin Management
Subject: Declaration regarding the validity of Internship Report
Dear Sir,
This is informing you that the ‘Internship Report’’ I haveprepared through my
own idea & previous reportpreparing concepts. I make to ensureyou that I don’t
copy this report fromother reports. I havecollected relevant information to
preparethis report fromGrameen PhoneLtd and BTRC. And I obtained an
experience to prepare this about GP.
Itwill be helped to establish career in future.
I would highly appreciate if you would kindly give me authorized permission to
the internship report.
Sincerely your’s
.............................................
S.MAl-Shahriar
ID: 120304790
BBA
Department of
Business Administration

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Acknowledgement
At the beginning, I would like to pay my gratitude to almighty God because he has
blessed me the chance to complete my internship successfully. I want to express
my gratitude and thanks to my Internship instructor, Md. Anisuzzaman
Fahad,(Assistance Professor), Faculty of Business Northern University
Bangladesh. He gave me continuous support and guidance to prepare this report
successfully. I would also like to thank Md. Hasan (DGM, Public Relations) Syed
Shawakat Imam (Specialist, Corporate Communications) Kaiser A Mozumder
(Customer Manger) & Mohammad Abdul Kader Jilani (Jr. Officer Sells). I would
also like to thank Mr. Saifuddin (Ass: Officer of sells) for the support that they
have provided me information’s to complete this report. Last but not the least; I
would like to thank our Faculty of Business Studies for giving me this wonderful
opportunity to learn about the external business world. This will work as a
guideline for me to work in practical field in future.

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DECLARATION
I declare that no portion of the work referred to in the report has been submitted in
support of an application for another degree or qualification of this or any other
university or other institute of learning. Further, all the work in this dissertation is
entirely my own, unless referenced in the text as a specific source and included in
the bibliography and references.

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Executive Summary
A dependable Communication system is essential for attracts consumer and
operation of the public and private sectors specially the tale-communication where
competent customer service has become the defining factor for good business.
Grameen Phone being seasoned user of these Information technologies since its
operation has brought about a momentous transformation in its tale-communication
operations. The company has already introduced online communication service.
With introduction of these state of the art new technologies, the company is also
keen on improving its security standards as well protection and maintenance of
these assets, which are important for tale-communication’s sustainability. In order
to ensure safety communication, the company has worked out an ICT Policy to
provide direction to members of the company’s computer user community
regarding safe and responsible use of technology resources and the responsibilities
they have for protecting and efficiently using such resources. The Disaster
Management Team is responsible for providing overall direction of the data center
recovery operations. It ascertains the extent of the damage activates the recovery
organization and notifies the team leaders. Its prime role is to monitor and direct
the recovery effort. It has a dual structure in that its members include Team
Leaders of other teams
Their aim to satisfy all consumers, regardless of how big or small they may be.
Individuals are counseled on the best type of packages suitable to them such as
Shohoj, Apon, Amontron, Business solution, Nischanta etc. Apart from the
conventional mobile networking operator GP strives to introduce an array of
products and services and already launched a number of consumer Packages with
the aim of popularizing consumer networking operator and offer higher return to
its consumer.
As a consequence of the fast integration of technologies as Internet, Intranet,
Extranet, and ecommerce, GP’s ICT-infrastructure is moving towards more
openness to the outside world and as a consequence is becoming more vulnerable
for security threats. That’s why focus and responsibility concerning security has
become even more and more important. The Computer crime and security surveys
show that attacks come from inside as well as from outside the organization and
bring along large costs. Especially unauthorized access and laptop and mobile theft
becomes a enormous expense for the companies during the last few years. Because
of these large costs, companies became more and more aware that they not only
deal with a technical problem but also with a management problem. To tackle this
management problem, it is quite important to communicate properly with GP’s all
management people. GP must have a strong communication process to identify the

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critical resources and their weaknesses so that they can be protected in the right
way.
In today's rapidly changing business world Business Communication department
has to play a very critical role in any organization. Either it concerns to the hiring
or firing of employees or it relates to employee motivation, the business
communication department of GP now engages in a very central role, not only to
formulating policies, but also in streamlining the business process(es). Business
Communication set up strategies and formulates policies with the help of
information systems to ensure that the desired goals and objectives are met on the
right time.

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Table of Contents
1.0 Introduction
Topic No Topics Name Pages No.
Business Communication 1
Company Brief idea 4
1.1 ResearchQuestion 5
1.2 ResearchObjectives 5
1.3 Methodology 5
1.4 Limitation of the report 6
2.0 Background of the company
Historical backgroundof the company 7
Ownership Structure 9
Awards and recognition 10
Report for 2012 11
Aim 13
Mission 13
Vision 13
SocialInitiatives 14
GP Organogram & Management 16
2.1 Products 17
2.2 DEPPERTMENT OF THE COMPANY 24
3.0 Finding and Analyses
3.1 Finding 25
3.2 Analysis GrameenPhone Limited 33

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4.0 Conclusion & Recommendation
4.1 Conclusion 34
4.2 Recommendation 35
5.0Appendix
5.1 Survey Questionnaires for the report 36
Customer Service Points 39
5.2 Mobile Phone Subscribers in Bangladesh 40
5.3 Bibliography 41

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1.0 Introduction:
○ Business Communication:
“Business Communicationis the transfer of business information from a sender to a receiverwith
a viewto making it understandable to the latter.”
○“Itis the exchange of business information and the transmission of meaning”.
Inour definition of communication,we see that three conditionsare necessary for communication
to take place.
First, there must be at least two persons (sender and receiver) involved in communication.
Second, there must be some information to be communicated.
Third, an attempt must be made to transmit this information
According to Gary Dessler, “Communication is the exchange of information and the transmission of
meaning”.
According to Elliot Jaquer, “Communication is the sum totalof directly and indirectly, consciously
and unconsciously transmitted feelings, attitudes, and wishes”.
Accordingly to Murphy and Peck, “Communication is a two-way process of exchanging ideas or
information between human beings”.
According to R.S Davar, “Communication is the process of meaningfulinteraction among persons in
an organization, resulting in meanings being perceived and understandings affected among such
persons”

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Communication involves seven steps:-
Thought,
Encoding
Transmission
Reception
Decoding
Understanding
Feedback.
In the case of feedback the receiver acts as the sender and the steps are repeated.
Thought
Feedback
Noise
DecodingUnderstanding
Reception
Encoding
Transmission of
message
--------------------------------------------------------------------
--------------------------------------------------------------------
---------------------
---------------------
Sender
The Communication
Process

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○ Company brief idea:
Bangladesh is one of the developing countries in South East Asia. It is starving to
continuous growth in its economy. Though Bangladesh is one of the world's
poorest nations with nearly half its 160 million population surviving on less than a
dollar day. Around 70 percent depend on agriculture to make their living but it has
tremendously established some industry which is contributing the majority portion
of GDP. Mobile phone industry has emerged as a key driver of the cash-strapped
nation's economy, creating nearly 440,000 jobs and adding 950 million dollars to
gross domestic product (GDP). The mobile phone industry in Bangladesh employs
437,900 people directly and indirectly. These are well-paid jobs with salaries many
times the national average. They have also contributed to develop country
infrastructure and developing socio economic condition of the society. It has
connected the people through advanced technology and through exchanging
information life and business become easier to the people. Mobile industry played

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a vital role to develop the economy. Over the last two to three years, the number of
mobile subscribers in Bangladesh has been more than doubling on an annual basis.
With the momentum that has been developed on the back of the government's
deregulation process, the growth is likely to continue. The entry of new operators
into the market has certainly helped to further boost the competitive environment.
There are 6 mobile companies playing this vital role. According to Bangladeshi
Telecommunication Regulatory Commission (BTRC) the mobile companies have
covered 97.389 million subscribers at the end of January 2013.
1.1 Research Question:
a) What is the communication process of Grameen Phone?
b) How much successfulis Grameen phone’s communication process?
1.2 Research objective:
In the report there are some objective researches such as:-
 To understand their communication process.
 To analyze their present communication process’ssuccess
1.3 Methodology:

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In this report, the analytical descriptive methodology is applied. The survey was on
20 employees of Grameen Phone limited in the middle level management, and top
level management of their customer care center. The study is based on primary and
secondary data. The major part of the data is primary in nature. Both primary and
secondary data sources were used to generate this report. Primary data sources are
informal discussion with employees who were directly involved in such activities
and observation while working in different desks.
Primary information: I have collected the primary information by the questionnaire
survey of the different sector of the company because corporate governance can
eliminate the overall organization.
Secondary information: I have collected data through the browsing the web site to
the internet about this topic and collected some extra information. Also I have
communicated with the high official of the selected organizations.
1.4 Limitation of the report:-
 Few data is available in online about the company.
 All of the officers were so busy that it was tough to collect information from
them.
 Some upper level officer of the company didn’t cooperate to give data.
 The most important limitation of the study is the collection of information.
Because most of the information are confidential. So they don’t want to
disclose them.
 Traffic jam also one important limitation for the report.
 Only One month is not enough to understand the overall communication
process ofall tale-communication sectors.

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 GP’s policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful.
 Non-availability of data and information that are more recent on different
activities of GP: BRTC was a great difficulty to depict the actual and up-to-
date business position of company.
 The branch employers were too busy to provide me much time for interview.
 I had no experience of internship. So inexperience is one of the main
constrains of the study.
2.0 Background of the company:
Grameen Phone Ltd. has stepped into its 16th year of operation, having completed its 15th year
on March 26, 2012. It is the leading telecommunications service provider in the country with
more than 30 million subscribers as of March 2012. Grameen Phone has been recognized for
building a quality network with the widest coverage across the country while offering innovative
products and services and committed after-sales service.
Historical background of the company:
Grameen Phone (GP) is the largest cell-phone operator in Bangladesh. GP was given the cellular
license in 28th November 1996 by the ministry of Posts and Telecommunications. Later in
March 26th 1997, they offered their service in Dhaka city and gradually covered the entire

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country. GP, in collaboration with Grameen Bank, is aiming to place one phone in each village
to contribute significantly to the economic uplift of those villages. GP’s basic strategy is
coverage of both urban and rural areas. In contrast to the “island” strategy followed by some
companies, which involves connecting isolated islands of urban coverage through transmission
links, GP builds continuous coverage, cell after cell. While the intensity of coverage may vary
from area to area depending on market conditions, the basic strategy of cell-to-cell coverage is
applied throughout GP’s network. GP employ’s a large number of employees who are young,
dedicated and energetic. GP knows that the talents and energy of its employees are critical to its
operation and treats them accordingly.
The technology used by GP can only be described as state of the art. GP’s Global System for
Mobile or GSM technology is the most widely accepted digital system in the world, currently
used by over 300 million people in 150 countries. GSM brings the most advanced developments
in cellular technology at a reasonable cost by spurring severe competition among manufacturers
and driving down the cost of equipment. Thus consumers get the best for the least.
GP is best known for its service rather than its low tariff and value added services. GP believes
in service, a service that leads to good business and good development. Telephony helps people
work together, raising their productivity. This gain in productivity is development, which in turn
enables them to afford a telephone service, generating a good business. Thus development and
business go together.
As a result GP is delivering the digital revolution to the doorsteps of the poor and unconnected.
By being able to connect to urban areas or even to foreign countries, a whole new world of
opportunity is opening up for the villagers in Bangladesh. Grameen Bank borrowers who provide
the services are uplifting themselves economically through a new means of income generation
while at the same time providing valuable phone service to their fellow villagers. The telephone
is a weapon against poverty.

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Grameen Phone Limited, the number one and leading mobile phone company in the area of
telecommunications in Bangladesh. Of four mobile operators, GP managed to grab 61% of the
market share only by providing cost-effective & best service available in the market of mobile
telecommunication. GP has made its expansion not only in the urban areas, but also it stretched
its network in the rural areas for the economic empowerment of the rural people. Grameen Phone
has made a special arrangement with Grameen Telecom, an affiliate of Grameen Bank in
providing the cellular services in the rural country.
GP believes Excellency in its service towards its subscribers. It is growing and at the same time
being competitive. To keep up this upward trend and leading position absolute dedication to
understanding and fulfilling their customer needs with the appropriate mix of standard service,
reliability, improved technology and skilled as well as dedicated manpower is necessary.
Ownership
Structure:
The shareholders of Grameenphone
contribute their unique, in-depth
experience in both
telecommunications and development.
It is a joint venture enterprise between
Telenor (55.8%), the largest
telecommunications service provider
in Norway with mobile phone
operations in 12 other countries, and Grameen Telecom Corporation (34.2%), a non-
profit organization of Bangladesh. The other 10% shares belong to general retail and
institutional investors.
The technological know-how and managerial expertise of Telenor has been
instrumental in setting up such an international standard mobile phone operation in
Bangladesh. Being one of the pioneers in developing the GSM service in Europe,
Telenor has also helped to transfer this knowledge to the local employees over the
years
The international shareholder brings technological and business management expertise
while the local shareholder provides a presence throughout Bangladesh and a deep
understanding of its economy. Both are dedicated to Bangladesh and its struggle for

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economic progress and have a deep commitment to Grameenphone and its mission to
provide affordable telephony to the entire population of Bangladesh.
Telenor
Grameen Telecom
Telenor is emerging as one of the fastest growing providers of mobile
communications services worldwide with ownership interests in 12
mobile operators across Europe and Asia. Telenor is organized into
three business areas; Mobile operations covering 12 countries, and
Fixed-line and Broadcast services covering the Nordic region.
Awards and recognition:
"GSM in the Community" Award by GSMA in 2000
"Commonwealth Innovation Award" in 2003

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"Best Use of Mobile for Social & Economic Development" category in 3GSMA Global Mobile
Award, 2007
"Best Brand Award" by Brand Forum in 2007
First "Telecom Asia Awards" 2008 "Asian Telecom Innovation of the year".
"3GSMA Global Mobile Award", 2008 in the category of "Best Use of mobile for social and
economic development"
Grameen phone and Huawei for "Building a Greener Mobile Network"
"Best Brand Communication for 2009
Best Employer 2010 by BDJOBs
Report for 2012:
2012 for Grameenphone Ltd. at a glance
• 2G license renewal for next 15 years from Nov’11
• BDT 91.9 billion revenues, 3.2% annual growth
• 40.0 million Subscription base with approximately 41% subscription
market share
• Net profit after taxes BDT 17.5 billion with 19.0% margin and BDT 12.96
EPS
• BDT 12.6 billion investments for network quality and capacity
Grameenphone Ltd. reported BDT 91.9 billion revenues for 2012 with 3.2% growth from 2011.
Competitive market throughout the year and regulatory tariff directives in the 2nd half of the
year led to a slowdown in top line growth compared to previous years. In 2012, revenue growth
was driven by higher usage and contributions from non-voice services e.g. SMS, data/internet &
VAS. Wholesale business and Grameenphone IT Ltd. also contributed to the revenue growth,
demonstrating promising trends for future profitability.
During the year, GP acquired 3.5 million new subscriptions, taking the year-end subscription
base to 40.0 million with approximately 41% subscription market share. Regulatory directive on
new SIM registration process involving SIM activation after subscriber identification verification

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has posted a dent in industry subscription growth in the 2nd half of the year, reflected by the
mobile market contraction for three consecutive months starting from October 2012.
“It is my immense pleasure to inform our Shareholders that we have obtained our renewed 2G
license for the next 15 years. This has paved the way for our relentless effort in providing
quality telecommunication services for an inclusive growth of the country”, said Vivek Sood,
CEO of Grameenphone Ltd. He added, “During the year, we also managed to retain our
leadership position in the competitive landscape through need based innovative market
offerings and various operational excellence programs, aimed towards generating healthy
profitability for our shareholders”.
The number of active internet users increased by 60% to 6.3 million at the end of 2012 from 3.9
million a year ago. This was mainly driven by small screen mini-pack users. Revenue
contribution from this potential segment also increased aided by market offerings through
various campaigns and promotions. “Internet Utshab” arranged in collaboration with “The Daily
Prothom-Alo” in educational institutes across the country has created a hype among the new
internet users.
Superior network strength, being one of the strategic pillars of Grameenphone, was
consolidated with further investment in the improvement of its quality and capacity. During the
year, 650 sites have been rolled out enhancing both coverage and quality. Voice and data core
network of Grameenphone is already equipped for any technological advancement.
Net profit after taxes for 2012 was BDT 17.5 billion with 19.0% margin compared to BDT 18.9
billion with 21.2% margin of 2011. Lower net profit for this period was mainly due to
recognition of amortization cost of renewed 2G License, notional interest cost on payments of
2G License renewal fees and interest payments on borrowings. Underlying net profit excluding
above impacts, however, shows positive development from last year as a result of continuous
cost efficiency measures and top line growth. EBITDA margin for the year 2012 was 53.1%, at
the same level of 53.5% for 2011.
As a result, Earnings per share (EPS) for the year 2012 stood at BDT 12.96 compared to BDT
13.99 of 2011. For the fourth quarter of 2012, EPS was BDT 3.42 compared to BDT 4.81 for the
same period of 2011.
GP invested BDT 12.6 billion during 2012 for network capacity and quality enhancement in
addition to the investment recognized for renewed 2G License. With this, GP’s cumulative
investment since inception now stands at BDT 213 billion. Meanwhile, GP, the largest taxpayer
of the country, paid BDT 63.6 billion to the national exchequer during the year 2012 in the form
of taxes, VAT and duties, including BDT 10.8 billion as the second installment of 2G renewal and
spectrum fees. This sum up GP’s accumulated contribution to the national exchequer to BDT
309 billion since its inception.
As part of regulatory update for 2012, directives given by Bangladesh Telecommunication
Regulatory Commission (BTRC) on tariff structure and SIM registration process had negative
impact on both revenue and subscription growth for the entire industry. Regarding VAT on 2G
license payment, implementation of the resolution from the intra-ministerial meeting is not yet
in place.
The Board of Directors of Grameenphone Ltd. have recommended final dividend for the year
2012 in cash at the rate of 50% of the paid up capital (i.e. BDT 5 per share of BDT 10 each)
based on the decision taken at the Board Meeting held on 10 February 2013. With this, the

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total cash dividend stands at 140% of paid up capital (i.e. BDT 14 per share of BDT 10 each) for
the year 2012 (including 90% interim cash dividend i.e. BDT 9 per share that was paid in August
2012). The Shareholders as of the record date of 20th February 2013 will be entitled for this
final dividend, which is subject to the Shareholders’ approval at the 16th AGM to be held on
10th April 2013.
Corporate Communications
Grameenphone Ltd.
Phone: 9882990
Detail Financial Statements are available at: http://investor-relations.grameenphone.com
Aim:

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The right and contemporary use of technology is the key to the progress of a nation. Keeping this
in mind, Grameenphone always brings the future proof technology in order to facilitate your
progress.
The possibilities in this new world are immense and someone as bright as you should not be
behind in anyway. At the end of the day, all the individual progresses accumulate to the progress
of the beloved motherland.
Grameenphone promises you to bring the best of communication technologies so that you can
Go Beyond.
Mission:
Leading the industry and exceed customer expectations by providing the best wireless services,
making life and business easier
Vision:
We exist to help our customers get the full benefit of communications services in their daily
lives. We want to make it easy for customers to get what they want, when they want it. We're
here to help.
GP’s Values:
 Make It Easy
 KeepPromises
 Be Inspiring
 Be Respectful
GP’S Brand Promise:
Go Beyond
Social Initiatives
Community Information Center

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The Grameenphone Community Information Center is a shared premise where rural people may
access a wide-range of state of art services such as Internet, voice communications, video
conferencing and other information services. This initiative by Grameenphone is in line with the
company's objective to serve local community needs by:
 Bridging the "digital divide" by providing information access to rural people
- Alleviating poverty
 Educating the underserved and underprivileged on information-based services
- Building local entrepreneurships and improving capacity
- Creating employment opportunities for the unemployed youth
CICs are a unique business model that has won appreciation from the International community,
such as from the Washington Post, from UNDP, as well as the blessings of several International
bodies like Katalyst and the GSMA.
The pilot project started in February 2006 with 16 CICs; today the project has become a massive
operation with over 500 CICs operational in nearly 450 Upzilla's.
The short-term plan of this initiative is to establish at least one CIC in each of the 462 Upazilla's.
In the long-run Grameenphone plans to increase the number of CICs substantially so that very
CIC can support the information needs of four adjacent villages.
Village Phone

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The Village Phone Program, also started in 1997, provides a good income-earning opportunity to
more than 210,000 mostly women Village Phone operators living in rural areas. The Village
Phone Program is a unique initiative to provide universal access to telecommunications service
in remote, rural areas. Administered by Grameen Telecom Corporation, it enables rural people
who normally cannot afford to own a telephone to avail the service while providing the VP
operators an opportunity to earn a living.
The Village Phone initiative was given the "GSM in the Community" award at the global GSM
Congress held in Cannes, France in February 2000.Grameenphone was also adjudged the Best
Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002.

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2.1. Products:
Xplore
Xplore is a postpaid connectionandis available withMobileto Mobile withBTCL connectivity. BTCL incoming is absolutelyfree
in Xplore.
Nishchinto
Grameenphone prepaidpackage comes withthis Package. It offers you flat rate of15 paisaper 10 second for 24 hours and20%
Instant moneyback facilityon localvoice call usage.
Bondhu
This package with the highest number of F&Fs allows you to talkto your near anddear ones at the lowest rate.
Amontron
"Amontron" is the newattractive price planfromGrameenphone whichgives youthe opportunityto talkto anyother operator
at a call rate of 11 paisa per 10 second(24 hours).
Shohoj
Grameenphone prepaidconnectionwhere you will be able to talkto anyoperator number at a flat rate.
Spondon
“Spondon” is the newattractive price plan fromGrameenphone whichgives youthe opportunityto “Payonlyas muchas you
will talk”
Aapon
You can talkto over 37 million Grameenphone numbers at a verylow rate of13 Paisa per 10 second.
Smile
The Grameenphone Smile prepaidconnectionnowgives you more freedom, more opportunities and more reasons to smile!!

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djuice
New djuice price planfrom Grameenphone Ltd. is designedwiththe Youthin mind!
My Zone
Activate MY ZONE and enjoyup to 86% discount oncall rate!
What's New?
100 SMS at BDT 5!
Enjoy 100 SMS bundle at BDT 5 only!
Night Time Special Call Rate
Enjoy 7 Paisa/10 Sec. & 7 Paisa/SMS to any GP number from 12 am to 8 am!
Discount onAir Tickets!
Discount on Air Tickets from NOVOAIR Limited only for GP STARs!
GP Introduces Wi-Fi Blue Zone!
Grameenphone introduces Wi-Fi service in the designated “Wi-Fi Blue Zone"!

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Xplore new features
Enjoy New and exciting features of Xplore postpaid!
Nokia LumiaEXCLUSIVELY for you!
Feel Extra Special this Valentine’s Day with Nokia Lumia EXCLUSIVELY for you!
Special Call Rate for NISHCHINTO
Enjoy local voice tariff of 11paisa/ 10 seconds to any mobile number!
Discount onSamsung SIII & Note II
Enjoy 12% discount on Samsung Galaxy SIII and Samsung Galaxy Note2!
100% Instant Bonus Everyday!
Enjoy 100% instant bonus talk time every day!
It's Timeto Return!
It’s time to return!

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5 Bundle Offers for You!
Choose your bundle of Talk-time, SMS, Internet data & MMS!
Dine Like a STAR!
Enjoy complementary meal and dine like a STAR!
GP Brings Symphony B2 Handset
Grameenphone and Symphony bring Symphony B2 handset!
ExclusiveSmartphone Offer
Brand New Smartphone with Grameenphone Internet Magic, EXCLUSIVELY for YOU!
Nishchinto - New Startup Connection
Getting a new GP connection is better than ever before!
Go On Talking!
Recharge BDT 25 or more and enjoy the special call rate of 7 paisa/10 second!

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25 Paisa Offer
Talk with everybody at thelowest ever rate of 25 paisa!
Internet Minipack Double Dhamaka!
Get 100% bonus on every Minipack 1 MB activation!
Clear Cut Message
A Clear Cut Message from Grameenphone
GP Offer
Check your SMS inbox for ‘GP offer’
10 F&F inBondhu Package!
Now more F&F and more freedom in Bondhu Package!
Simply remember 123!
Just dial 123 and get different services from a single port, you don’t need to memorize so many short codes!

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GP APP - MobileSelf Service
Self-Service now on your mobile! Download GP App on your phoneto manage GP Services from one single place in more
convenient way.
Micro SIM for Smartphone and Tab
Micro SIM for your Smartphone and Tab!
GP Game Store
Enjoy Grameenphone's GP Game Store

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GP Offer:
Grameenphone has always strived for bringing the very best offers for its subscribers that will suit their
telecommunication needs. Based on individual subscriber’s interests and mobile behavior we are now
designing attractive and customized offers as well. As it is obvious that people will have different
preferences,likings and disliking, a generalized offer cannot fulfill individual needs completely.
A lot of efforts are put in place to find out the best possible offer that suits best for subscribers’ usage
pattern. These offers are sent to subscribers’ mobile phone through a specific SMS, which is called “GP
Offer”. We have been sending the “GP offer” SMS to our valued subscribers for quite some time with
attractive offers. Subscribers need to follow the instructions of the “GP offer” SMS to avail the offer. The
offers can be of different types; Voice, VAS or Data. There are no eligibility criteria to have GP offer.
Any active GP subscriber based on current usage can get attractive offers from GP offer masking. So, if
you see any SMS in your SMS inbox under the name “GP offer”,there might be an attractive offer
waiting for you. For any additional support subscribers can call 121 (hotline) also.

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2.2. DEPPERTMENT OF THE COMPANY:
Grameenphone’s Different Divisions and Department In recent times’ management
has brought a change in the organizational structure in view of need of time. Currently
Grameenphone has 11 divisions and 5 departments to run its operations smoothly. The divisions are:
Customer Management Division
Finance Division
Information Technology Division
Sales and Distribution Division
People and Organization Division
Fiber Optic Network Division
Regulatory and Corporate Affairs Division
Technical Division
Projects Division
New Business Division
Marketing Division
The departments are independent from any divisions. The names of 5 departments are:
Administration Department
Revenue Assurance and Fraud Management Department
Information Department
Internal Audit Department
Legal and Compliance Department
There are also two projects running under observation of Deputy Managing Director. The projects
are independent of Projects division. These are, CHQ Project and Efficiency Project. Among them
the respective directors head ten divisions. Marketing division is leaded by a deputy director. A
General Manager leads Information Department. He has to report direct to the Managing Director.
Head of supply chain management has to report directly to the director of Finance Division. This
responsibility is added recently to the Director, Finance Division.

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3.0 Finding and Analyses:
3.1 Finding:
At the time of survey, 30 questions were asked to the employees. There were 12
male employees and 8 female employees co-operate the survey by answering the
questionnaire. Male employees were middle of 26 to 40 years old. Female
employees were middle of 26 to 33 years old. In the questionnaire, all questions
were related to the communication.
Survey find that, some employees are facing language problem but some of 20
employees not facing the problem. There is a chart for showing the result of
“Understanding Language”.
There 14 employees understand the Language but 2 employees are not understood
and 4 employees stay neutral.

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The employees get upper level order to do their job/work. But understanding the
order is vary. That’s means all employees are not able to understand the order. At
the time of survey, asked them that, do you face any problem to understand the
upper level order? There the chart about their answer:-
11 employees are not facing any problem to understand upper level order but 4
employees said yes. And 5 employees are neutral.
Feedback, the employees are so conscious to feedback. They also get feedback
from others employees. At the time of survey, they were asked about get or give
Feedback from others. There is a chart which is indicating their answer.

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The chart is showing that, 17 employees get or give feedback. But 3 of 20
employees take the side of neutral.
The survey questionnaires asked them about their communication between
different areas of their company. They answered the question. Some of them agree
that they have good communication and some of them strongly agree that this is
good. Some employees were neutral. But none did not take the side of disagree or
strongly disagree. The result chart is next:-

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Result is that 7 employees agree that is good, 11 employees strongly agree that is
good. 2 employees keep neutral.
They are using some mediums to communicate each other’s. The questionnaires
asked them about Telephone, Email, and Video Conference. Their answer chart is
next:-

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There 80% of 20 employees answered Telephone is more successful for
communicating. 10% of 20 employees said email. And 10% said Video
Conference.
They were asked about that can the present communication process touch yours
company Goal? They gave some different answer from each other’s. There the
answered chart:-
65% of 20 employees were stay at the side of strongly agree. 20% were only
agreeing. 15% take neutral option. But no answers in disagree or strongly disagree
option.
Good communication in group work is important for a best communication
process. The company has a communication in group work and research question
asked them that do you have good communication in group? They answered and
the answer chart is next:-

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Here, 11 of 20 employees were stay at the side of strongly agree. 6 were only
agreed. 3employees take neutral option. But no answers in disagree or strongly
disagreed option.
They also rated their present communication process in star system in questioners.
The rated chart is bellow:-
Here, 11 employees rated as 5 stars category, 6 employees rated as 4 stars category
and 3 employees rated as 3 stars category the present communication process of
Grameen Phone Ltd.

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High rank officer often have to communicate with their subordinates. This tropic is very
important for a company to maintain their communication process. Chart is given bellow:-
agreed. 2 employees take neutral option. But 3 answers in disagree and 2 were stay
at strongly disagreed option.
Language is the most important thing in the communication process.Language
problem has effect on whole communication system. Chart is given blew:-
Not facing language problem to communicate
0
2
4
6
8
10
12
SA A NN DA SDA
high rank officer communicate often
10, 50%
5, 25%
2, 10%
1, 5%
2, 10%
SA
A
NN
DA
SDA

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agreed. 2 employees take neutral option. But 1 answers in disagree and 2 were stay
at strongly disagreed option.
Satisfaction with staff supportto resolve one’s most recent problem is an important
object in communication process. It helps to create strong relation between all
employees in the company. Chart shown bellow:-
Satisfied with Staff supports to resolve your most recent problem
Survey found that, 8 of 20 employees were stay at the side of strongly agree. 4
were only agreed. 2 employees take neutral option. But 3 answers in disagree and 3
were stay at strongly disagreed option
8, 40%
4, 20%
2, 10%
3, 15%
3, 15%
SA
A
NN
DA
SDA

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3.2 Analysis Grameen Phone Limited:
• GrameenPhone Ltd. Has a good looks to emphases its internal communication
system.
• Grameen Phone Ltd. Renewed the old communication system of it’s brand.
• Internally the Company’s employees communicate to each other’s by their
renewed communication process.
• Their Communication varied on employee’s skills, educational background, and
experience of working for the organization.
• Mainly, for the internal communication, they use Telephone to communicate
with employees.
• Secondly they are using email to send letter, order and files.
• They have a good work plan for going to their goal.
• The employees of the Grameenphone Limited have a very little problem in
understanding language. In a word, they 95% of employees have no problem to
understand in order, which is different in language.
• Feedback is important to make any kind of best communication for a
communication process. The company communication process has a good
image about the Feedback.
• Board meeting is so important to maintain a good communication between
employees. In the company the board meetings are held in due time.
• They also have a good communication between employees in different area.
• Their internal communication is enough for them to do their work

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4.0 Conclusion & Recommendation:
4.1 Conclusion:
It was very difficult for me to complete the report on
“Communication Process of Grameen Phone Limited”. Because,
it is the largest telecom service provider in Bangladesh. The
company’s communication system is updated from other
company. Their system is quite different from other Telenor
International company. The company uses the present
communication system by keeping accordance with Bangladesh
environment and others telecom sectors. They have to follow
some rules and regulation of BTRC to maintain communication
internal as well as external.

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4.2 Recommendation:
After critically observing and analyzing the assigned topic, I would like to focus
and mention appropriate recommendation, which would increase the priority of the
topic and ensure a smoother communication between the employees.
 They can change their all old system of communication such as one Meeting
in a month.
 They are depending on telephone for communication. But they can change it
to internet based such as email, video conference and etc.
 Some of their employees have problem to understand communicating
language and upper level order. The company can start a program to make
them perfect to understand language and order.
 They have no communication with others telecom companies in Bangladesh,
which is also important for a smoother communication in internal and
external.
 After all they have to improve their all sides to maintain a good internal
communication. Such as technologically.
 There should be more GPC at the southern side of the capital city. If there is
more grameenphone center (GPC)is all over the rural area then service will
be easier, satisfactory time consuming and also quality service. Like it has to
be one stop solution.

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5.0 Appendix:
5.1 Survey Questionnaires for the report:-
Sl.No. Questions Answers
1) Indicate you gender.
□ Male
□ Female
2) Which range includes yourage?
□ 18 – 25 years old
□ 41 – 50 years up
3) Do you face any problem to communicate with your Colleagues?
□ Yes
□ No
□ Sometimes
4) Are you satisfied with your present official Communication process?
□ Satisfied
□ Dissatisfied
□ Neutral
5)
Are you agreeing to that, you are facing language problem to
communicate to each other?
□ Agree
□ Strongly agree
□ Disagree
□ Strongly disagree
□ Neutral
6)
Do you agree to that, you face problem to understand the upper
level order?
□ Yes
□ No
□ Neutral
7) Which communication medium is more successful than others?
□ E-mail
□ Telephone
□ Video conference
8)
Are you satisfied with Staff supports to resolve yourmost recent
problem?
□ Satisfied
□ Very Satisfied
□ Dissatisfied
□ Very Dissatisfied
□ Neutral
9) Do you get or give feedback?
□ Yes
□ No
□ Neutral
10) Do you agree to that, the Communication process is sound?
□ Satisfied
□ Very Satisfied
□ Dissatisfied
□ Very Dissatisfied

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□ Neutral
11) How often the official meeting is held?
□ Once a week
□ Once in half month
□ Once in a month
12)
Do employees have to pay any penalty when they are taken any
wrong decision?
□ Yes
□ No
□ Seldom
13) How to communicate to one department toothers department?
□ Over the phone
□ Over the email
□ Both
□ None of them
14)
Do you have any better communication process/system, which is
going to use in near future?
□ Yes
□ No
□ Neutral
15) Do often high rank officers communicate with other colleagues?
□ SA
□ A
□ NN
□ DA
□ SDA
16)
How many times you get training for improving your skill to
communicate?
□ One
□ Two
□ Three
□ Four
□ Five
17)
Are you agreeing to that, the present communication process is the
best for touching the business goal?
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
18) Rate your Communication Process on the following attributes—
□ 5 stars
□ 4 stars
□ 3 stars
□ Neutral
19) I am kept well informed about my groups Plan and Progress.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral

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20) I am kept well informed about company Plans and Progress
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
21)
There opportunities available to me to express my ideas and upper
management.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
22) There is a good communication in my group.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
23)
There is a good communication between employees in different
areas of the company.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
24)
I am kept well informed by upper management on what’s going on
in the company.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
25)
Considering everything, how satisfied are you with the amount of
quality of communication in the company.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
26)
I am satisfied with amount of information I receive about what is
going on my company.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
27) Work activities are fairly distributed in my department.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral

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28) My department gets the support from other department.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
29) Over all, I receive enough communication to be able to do my job.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
30) Over all this is a great plane/process to work.
□ Agree
□ Strongly agree
□ Disagree
□ Neutral
Customer Service Points:
DivisionDistrict Thana Name Address
Dhaka Dhaka
New
market
Mobile
Care
Shop-302-303, Level-3, Multiplan
Centre, 69-71 New Elephant Road,
Dhaka

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5.2 Mobile Phone Subscribers in
Bangladesh:
The total number of MobilePhone subscribers has
reached 97.389 million at the end of January2013
The Mobile Phone subscribersare shown below:
Operators Active
Subscribers
Grameen Phone Ltd. (GP) 40.336
Orascom Telecom Bangladesh
Limited (Banglalink)
25.610
Robi Axiata Limited (Robi) 21.136
Airtel Bangladesh Limited (Airtel) 7.148
Pacific Bangladesh Telecom Limited
(Citycell)
1.509
Teletalk Bangladesh Ltd. (Teletalk) 1.650
Total 97.389
* Subscribers in Millions
* The above subscribers' numbers are declared by the mobile
operators

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5.3Bibliography:
1. Northern University Bangladesh Fall Internship guideline.
2. Abdul Awal khan & Dr. M.A. Taher (2012) BUSINESS
COMMUNICATION AND REPORT WRITING
3. Grameen Phone Annual report 2012
4. Grameen Phone online(2013) About Grameen Phone at
http://grameenphone.com/index.php?
(Accessed: 30 March 2013)
5. Helal Uddin Ahmed Ruhel (DM), Monika Ahsan, Ashraful
Amin Call management center, Grameenphone. Personal
Interview
6. http://investor-relations.grameenphone.com
7. www.Grameenphone.com
8. http://www.btrc.gov.bd/newsandevents/mobile_phone_subscr
ibers.php

REPORT ON Grameen Phone

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