GP report

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Working report on “Performance Management System”, Customer Service Department, Commercial Division, Grameenphone , Ltd.

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PResidency University Course code – INT 495 Submitted to – Dr. Tarun tapan dhar Assistant Professor Moazzam Hossain’s School of Business Presidency University, Bangladesh Summer 2011 Presented by: Md. Abul Hasnat ID# 081091025

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Company Overview March 1997 Started operation on the independence day of Bangladesh Market Leader in Telecommunication industry of Bangladesh More than 1.5 lacs people working with G rameenphone More than 4,800 direct employees working in this company 1500 employees in Customer Service Department FY 2011 ( till 3 rd Quarter) Gross Revenue: BDT 82.5 Billion (Approximately)

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Ownership Structure Market Share of Grameenphone (44%) (June, 2011)

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Products a nd Services of GP

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Organogram

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Description of the Job Provide one‐stop quality Customer Service over phone to ensure positive customer experience . Proactively aware / inform customers regarding products / service. Sale through inbound and outbound contacts . Capture customer insights and escalate critical issues / complaints and provide timely feedback . Maintain targeted KPI on a regular basis . Serve customers with helping attitude and thus play a significant role in customer satisfaction, retention and acquisition. In this way enhance Grameenphone’s brand image.

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Performance Management System Project Part

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Performance Measurement Units of Customer Service KPI

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Sales

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Adherence

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SQI (Service Quality Index)

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Performance Management System Feedback and Evaluation

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Appraisal

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Performance improvement programme

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Recommendations More effective communication intra departments Ethical and Transparent Sales Procedure comparing the Code of Conducts of Grameenphone and customer’s Expectations Customer Oriented Service Quality Qualitative measurement of SQI rather than Quantize standards Stress management initiatives for workload

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Thank You !!! Questions???