Grameen Services and Customer Expectations

Abstract

This report is based on a 12-week internship program at GrameenPhone Ltd, the leading multinational company in telecommunication sector. The report is divided into two parts the organization part and the project part. The organization part discusses the mission, purpose, the organization structure and basic business activities of GrameenPhone. GrameenPhone started their business approximately 3 years. They are operating in the market for long time. They gained success from the very beginning of their operation and were capable enough to hold the success year after year. GrameenPhone main competitors are AKTEL, SHEBA, CITY CELL. GrameenPhone 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, GrameenPhone builds continuous coverage may vary from area to area depending on market conditions, the basic strategy of cell- to all coverage is applied throughout GrameenPhone's network. In Nov' 1996- GrameenPhone Received license to start business operation. In Mar' 1997- they launched services in greater Dhaka. In Sep' 1997- they arranged a lease agreement with Bangladesh Railway for using their Fiber Optic network throughout the country. In Mar' 1999 GrameenPhone launched International Roaming for their valuable customers. In April 1999- Final interconnection agreement with B. T TB. In early 2000 they launched services in Sylhet and Barisal. In June 2000 they achieved 100,000 subscribers. The project parts of the report are based on observations, findings, analysis, and response towards customers. The main focus in my observation was customer service Hotline (123). In the project part I have discuss selected major problems and tried to resolve most of them. This can be found in detail in the project part. For the project part both primary and secondary information were collected through direct customer complaints.