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An Assignment

on
“How manangement contributes to promote a business performance and
buid competitve advantages?”
of
Warid Telecom International Ltd.

Date of Submission: August 09, 2010


Course Name: Principles of Management ( MGT 101)
Section: 08
Prepared By

Md. Mehedi Hasan 2009-3-10-076


Md.Nazmul Hasan Bhuyan 2009-3-10-022
Md.Saddam Hossen 2009-3-10- 031
Amit Saha 2009-3-10-024

Preapred for
Zahidul Karim
Lecturer
Department of Business Administration
East West University

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LETTER OF TRANSMITTAL

August 10, 2010

Zahidul Karim

Lecturer

Department of Business Administration

East West University

Subject: Submission of Assignment.

Dear Sir:

We are very pleased to submit this assignment on “How management contributes to promote a
business performance and build competitive advantage?” of Warid Telecom International Ltd.
as you have authorized us to in this semester.

We are honored to prepare this assignment under your guidance since it gave us the opportunity
to know the current Management Objectives of “Warid Telecom International Ltd.” and analyze
its business performance and competitive advantage.

We tried our level best to accumulate the information for you as comprehensive as possible. We
will be obliged to provide further clarification on this assignment whenever necessary.

Sincerely Yours,

Md. Mehedi Hasan [2009-3-10-076] ________________


Md. Nazmul Hasan Bhuyan [2009-3-10-022] ________________
Md. Saddam Hossen [2009-3-10-031] ________________
Amit Saha [2009-3-10-024] ________________

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Table of Contents

01. Introduction…………………………….………………………………..…………………………... .1
02. Company Overview……………………………………………………………………..…. ………...2
03. SWOT Analysis of Warid Telecom………………………………..…………………………………3
3.1. Strengths……………………………………………………………………………………..3
3.2. Weakness…………………………………………….……………………………………….4
3.3. Opportunities………………………………………………..………………………………..5
3.4. Threats…………………………………………….……………………………. …………...6
04. Management Function……………………………………………..…………………………………7
4.1. Planning………...……………………………………………………………………………7
4.1.1. Mission Statement of Warid Telecom…...........………………………………...7
4.1.2. Vision of Warid Telecom…………………………………………………………7
4.1.3. Warid Telecom Today……………………………………………………………8
4.1.4 Warid Telecom Business Strategies……………………….………........................8
4.1.5. Decisions Making Process………………………………….……………………..9
4.2. Organizing……………………………………………………………….…………………..10
4.2.1. Human resources………………………………………..……………………….10
4.2.2. Non Human resources………………………………….……………………….10
4.2.3. Organization Structure………………………………..…………………………11
4.2.4. Organizational Departmentalization of Warid Telecom…………..…………...12
4.3. Staffing…………………………………………………………………………….…………13
4.3.1. Planning & Recruitment……………………………………………….………...13
4.3.2. Training Employees…………………………………………………….………...14
4.3.3. Other HRM policies……………………………………………………….……...14
4.4. Leading……………………………………………………………………………………....15
4.5. Controlling…………………………………………………………………………….…….16
05. Warid Position in Growth Share Matrix………………………………………………………..….17
06. Competitive Advantages…………………………………………………………………….………18
07. Warid Telecom Findings…………………………………………………………………...………...18
08. Recommendations…………………………………………………………………………..………..19
09. Conclusion……………………………………………………………………………..……………..20
10. Bibliography…………………………………………………………………………..……………...21
11. Appendix………………………………………………………………………..…………………….22

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01. Introduction
Warid Telecom Takes Pride in Being Backed by the Abu Dhabi Group, One of the Largest Groups in the
Middle East and the Single Largest Foreign Investor Group in Pakistan and Bangladesh. It Has a
Diversified Business Interest in the Institutions that Have Enjoyed Commercial Success. As a Result of its
strong financial resources and extensive management expertise.

The Abu Dhabi Group's Major Investments Are in the Following Sectors:

 Oil and Gas Exploration

 Banking Financial Services

 Automobile Industry

 Hospitality Services

 Property Development

 Telecommunications

Abu Dhabi Group's Other Successful Investments in Pakistan Besides Warid Telecom Include Bank
Alfalah, United Bank Limited, Taavun, Wateen Telecom and Raseen. The Group Has Successfully
Launched Its Services in Bangladesh in May 2007. Warid Telecom is one of the fastest growing GSM
(Global System for Mobile Communication) mobile companies in Bangladesh with over 3 million
subscribers and coverage 64 districts all over Bangladesh

Warid Telecom launched its services in Bangladesh on May 2007. Within 70 days of launch Warid claims
to have attracted more than 1 million users

Warid Telecom is working in different countries like:

 Bangladesh

 Pakistan

 Uganda

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02. Company Overview
Warid Telecom International Ltd. is a GSM-based cellular operator in Bangladesh. Warid was the sixth
mobile phone carrier to enter the Bangladesh market, and launched commercial operations on May 10,
2007. Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in
the company to India's Bharti Airtel Limited for US$300 million.

Bharti Airtel Limited will take management control of the company and its board, and will relaunce the
company's services under its own Airtel brand. The Bangladesh Telecommunication Regulatory
Commission approved the deal on Jan 4, 2010.

On July 19, 2007 Warid Telecom announced in major dailies of having achieved one million subscribers
in the first of 70 days of operation. As of December, 2009 Warid has secured 2.99 million subscribers and
is ranked fourth among the six operators

Abu Dhabi Group, one of the largest business groups in the Middle East and the single largest
foreign investor in Pakistan. It has diversified business interests, offering strong financial
resources and extensive management expertise that result in commercial success for several
institutions.

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3. SWOT Analysis of Warid Telecom International Ltd
• Strengths

• Weakness

• Opportunities

• Threats

3.1. Strengths

• The strong network: At the corner stone of Warid Telecom’s operational agenda is
ensuring that comprehensive network coverage is provided to all subscribers across all
locations. In this context, Warid Telecom has decided to opt for GSM (Global System
for Mobile Communication) technology for its network in Bangladesh, as it is the
global standard for digital cellular telephone service. GSM networks support enhanced
data applications and more than 1 billion customers in 109 countries are using this
technology. Warid Telecom would be launching its cellular services based on 900 and
1800 GSM technology, in order to optimize the utilization of frequency, thus ensuring
the highest quality and service.
Warid Telecom’s GSM network is set to cover 61 districts of Bangladesh to ensure that
our service can seamlessly reach out to every corner of the country. We are also in the
process of fast expanding our nationwide network to cover all thanks by the end of
2007.

 Superior product quality for customers: Warid Telecom International ltd provide
service those are very highly qualified.

 Extra features and services: Warid Telecom International ltd provides extra features
and services such as e –portal, yellow pages, extra ordinary VAS package etc.

 More consumer oriented marketing: Warid Telecom International ltd focus to first
satisfy consumer then they go through to earn profit. They always think about their consumers
and set their package based on consumer’s needs and wants.

 Low cost provider regarding its competitor: The most remarkable success of Warid
Telecom is the slump in tariff structure. It is the lowest cost provider in Bangladesh
telecommunication market. As soon as Warid Telecom announced its tariff the long lasting
oligopoly between other private mobile providers were shattered. Healthy competition came
into the mobile market.

In our country Warid Telecom International ltd provides low cost then the other competitor’s.
They focus on low cost strategy and more suitable and effective offer.

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 Strong financial base: Warid have the strong financial base because it’s made up by the
Warid Telecom International LLC, an Abu Dhabi based consortium, 70% stake in the company
to India's Bharti Airtel Limited.

 Good packages among customers: Warid Telecom International ltd try to provide good
and effective packages among customers. Such as it have three package of prepaid service My
favorites, super Saver and Day talker. This package contains many features that is very useful
to consumers.

 Committed and efficient staff: Warid Telecom International ltd have committed and
efficient stuff because the follow stuffing process very effectively. They recruit their staff very
consciously.

 Easy to use: Warid using process is very easy its have a unique menu system which
using process makes the all services is very easy.

 It has also provided incoming facility up to lifetime: Warid Telecom has a strong
strength over its competitors incase of incoming facility. Warid Telecom present incoming
duration is up to lifetime

 From the very beginning it is providing free TNT incoming: Warid Telecom is the
only provider which is providing T&T incoming free from the very beginning. Whether other
operators providers providing such kind of facility just now.

 Moreover its contribution to our economy can be notable: As a multinational


company Warid Telecom has a strong contribution in our national economy. Its one of the high
profit generating in Bangladesh

 Warid all connections are ISD & EISD: It’s a big strength of Warid Telecom. It’s the
only SIM which has such a versatility of connections having ISD, Economy ISD service along
with both incoming and outgoing connectivity with any of the land phones. This is not seen to
other providers. It gives a tremendous competitive advantage to the Warid Telecom Bangladesh
ltd over its respective competitors.

3.2. Weakness

 Less time in market as compared to major competitors: Warid Telecom International ltd
launched its services in Bangladesh on May 2007 so warid have less experience then other
company operating in our country.

 Less coverage to major competitors:- Warid Telecom International ltd has less network
coverage then other competitors

 Warid telecom faces coordination problem of Management system:- poor coordination


among different functional department of Warid Telecom as result service efficiency goes down.

 Less advertisement on broadcast media than competitors: - Warid Telecom International ltd
follows the high consumer strategy. Warid Telecom has less advertisement and broadcast media
than competitors.

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 Lower number of human resource: The number of employee of Warid Telecom is too much
lower regarding its requirement. As a result the service quality and customer satisfaction go
down.
 Failed to identify difference between developed market and developing market: Warid
Telecom failed to identify the difference between developed market and developing market.
There strategy making is not match with the current situation.
 The progress of development of network is far below from the subscriber expectation: the
expansion of network coverage is too much slow. People thought that Warid Telecom should use
the GSM network facilities; as a result Warid Telecom can cover the most of the area of
Bangladesh.
 Less advertisement on broadcast media than competitors: - Warid Telecom International ltd
follows the high consumer strategy they promote less advertisement and broadcast media than
competitors.

3.3. Opportunities

 Growing industry: Telecom Industries areas growing up day by day, so Warid telecom tries to
catch up the new consumer and adopt is strategy to our country style.

 Quality consciousness in people: People nature is that they like quality so warid try to establish
high quality providing services.

 Warid can use the image of multinational organization: Warid Telecom International ltd is
basically a foreign company so warid can use a image of multinational organization it’s a great
opportunity of warid telecom to compete with other competitors in our country.

 Introduction of new technology and services: Warid Telecom International ltd has the great
opportunity of providing new technology and services to satisfy existing consumer as well as
catch up the new consumer.

 Expand the market in the rural area: Till now there is huge area is remain out of coverage
where a huge number of target consumers are available. So Warid telecom can bring that
respective area under coverage and catch those potential consumers. Warid Telecom International
ltd first providing its service in urban area then it gradually go through the rural area market
,which is totally attract new consumer and this process improve warid organizational activities.

 Warid can use the experience strong network facilities: Warid Telecom International ltd
providing its services Uganda and Pakistan internationally basis where Warid provide strong
network facilities this is a great experience of Warid telecom they can apply their experience in
our country and providing greater network facilities.

 Warid telecom can use the image of multinational organization: People want to better
facility from service industry. So Warid telecom can use such kind of soft corner of consumers
and promote the service to them.
 Introduction of new technology and services: Warid telecom can implement new and consumer
oriented technology in this sector. Because people have inclination to new and modern
technology. Now a day’s people are ready to accept the new thing.
 Warid telecom can use soft switch network: The soft switch network separates the bearer and
control layers and a soft switch centric network can be built on different types of bearer networks

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such as TDM, IP and ATM unlike, legacy network that depend on a single specific switching
technology. Based on strategic planning and the developmental phase, an operator can select
suitable bearer mode technologies for different phases, from the perspective of long term
sustainable development, the IP centered soft switch network defines the future. So Warid
telecom can use this technology and practice competitive advantage over rivals.

3.4. Threats

 Existing competitors:-A great threat of warid telecom is existing competitors. In our


country there are many telecommunication industries providing communication facilities
such as Grameenphone, Banglalink, Robi, Citycell and Teletalk. Warid must have to
compete with them and providing advance facilities.

 Unstable political system:-Bangladesh is a democratic country but its political system


are very unstable and doing business in our country are very risky so that’s a great threats
of all kind of industries.

 Package rate of competitors:-Telecommunication industries businesses are very


competitive so the competitors offer new package which is also a threat of Warid
telecom.

 More experienced staff in other cellular companies:-In other telecommunication firm


like Grameenphone they have more better experienced employees and that kind of
employees provide better service this is also a threat of Warid Telecom.

 Network spread is small as compare to competitors spread: Warid Telecom


International ltd started its business few days ago, so its network spread less as compare
to competitors spread.

 High public expectations:- Warid Telecom International ltd come to the market and
consumer expect through Warid Telecom in a very high rate.

 Another invisible threat is land phone operator: In Bangladesh land phone operator is
expand the market with day run. People are switch from mobile to land phone operators.
As a result ultimately the number of mobile user is decreasing and create problem to the
mobile operators as well as Warid Telecom.

 The invention of technology which is new modern and consumer oriented:


Technology is changing with day run. It changes the consumer’s demand pattern by
offering different attractive features. As a result consumer shifts from one technology to
other technology, which might create a big problem to Warid Telecom and others.

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04. Management Function of Warid Telecom International Ltd
There are five basic management function of an organization, Warid Telecom follows all of them such
as:-

Planning,
Organizing,
Staffing,
Leading,
Controlling

4.1. Planning
Normally planning is selecting mission and objectives and the actions to achieve them. Warid Telecom
International ltd also set their basic plan which is aims to climb on the top of the telecommunication
sector by the next three to five years. To fulfill this plan warid take two other supportive plans such as:-

 Initial plan is to acquire over 14 million customers: To fulfill their basic plan warid initial plan to
acquire over 14 million customers. It is the first step of their plan.

 Have a plan to set coverage to 64 districts of the Bangladesh: - Warid Telecom International ltd
the second step of plan is set coverage of 65 cities in our country. To set a strong networking
system Warid Telecom Selects Motorola to Deploy Extensive GSM Network in Bangladesh.

4.1.1. Mission statement of Warid Telecom

“WARID is committed to serve the need of the community by providing services of superior quality at a
fair price to the customer; to do this so as to earn adequate profit, which is required for the enterprise to
grow all over Bangladesh; and by doing so becoming the market leaders in the country.”

4.1.2. Vision of Warid Telecom

“To be the leading national communication provider with a strong international presence”.

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4.1.3. Warid Telecom Today:

Warid telecom holds unique identity in the cellular market and holds more than 31% of the total
cellular customer’s average. The case does not close here; warid enjoy corporate benefits for
more than three years. There were Grameen Phone and Banglalink. Warid is generating almost $2
average/unit from prepaid customer and $16 average/unit from post-paid customers. These facts
are enough to bother any rival. This is helping the organization flourish and strengths its roots in
the country. Warid has become a generic identity over the years and still is a giant contender in
the market. The basic elements behind there success is satisfied customers. They hold attitudes
that “customer is the king”

The total number of Mobile Phone Active Subscribers has reached 59.98 million at the end of
June 2010.

The Mobile Phone subscribers are shown below:

Operators Active Subscribers


Grameen Phone Ltd. (GP) 26.46
Axiata (Bangladesh) Limited 11.10
Orascom Telecom Bangladesh Limited (Banglalink) 16.10
PBTL (Citycell) 1.99
Teletalk Bangladesh Ltd. (Teletalk) 1.16
Warid Telecom International L.L.C (Warid) 3.17
Total 59.98

* Subscribers in Millions
** The above subscribers' numbers are declared by the mobile operators

4.1.4. Warid Telecom Business Strategies

Warid telecom main strategy is to serve maximum people of Bangladesh they can serve.
The company works according to the need, wants and demands of the people who are
searching for the quality on cheaper prices. This company wants to be honest with all
Bangladeshi and wanted to minimize the inflation in the prices of mobile connections. It’s not
only inflation in prices but the poor quality which forces the company to serve the people
with change and give them respect and freedom to satisfy for what they are paying enough

Warid telecom knows that Bangladesh is a developing country and people here have not been
treated fairly. Company wanted to set standards of providing quality services on cheaper prices

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Warid telecom keeping in mind the change in trends and customer needs company serves
them by giving additional services like on line billing option, customer can check their mobile
bills on company websites, value added services GPRS, MMS charging minor additional cost.

Warid telecom obviously runs that business to earn money by serving people best, for that it
focuses on more quantity sold. It keeps the prices low and little profit per unit with more
unit sold results the profit maximization

Financial Objectives

The basic goal of any firm is to earn money or generate profits on its investment. Warid
telecom has clear strategies to maximize profits by selling more. Company is working well
according to its plans and strategies and has been very successful to achieve all its
finance goals. It’s expanding day by day and the financial status of the company is
improving constantly

Warid Telecom, had acquired over 317000 customers since the network went live on 7
May. The GSM/GPRS network was built from scratch, starting 7 May 2007, and at launch
covered 28 districts.

Company’s financial objective is to increase profit by using the selling technique of more
selling to maximize profit. The company not only wants all the financial benefits but its wants to
serve people and by charging less. The more the people get use to of that, the more profit could be
earn by the company.

Short term Objectives

As the company is new the short-term objectives are as follows:


1. Improve quality
2. Satisfy customers
3. Increase outlets
4. Provide all the advertised features
5. Work according to the strategies to achieve goals (SHORT TERM)

Long term objectives


Company’s long-term objectives are as follows

1. Work with Government to cut prices and provide better quality

2. Control inflation of meat in the country

3. Set standards for the meat market and involve Government in it


4. Network in whole Bangladesh

5. T o achieve all the financial benefits by serving people

4.1.5. Decision Making Process

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• Normative decision- making process: The managers can make the decision according to the
Rules and regulation. They make the basic structure, function and activities of plan. That kind
of plans is normally set by the top management.

• Descriptive decision- making process: In a descriptive decision making process, The goals
are set by the board of directors. They set their plan in a descriptive way to help and support
the subordinates. Their plans and goals flows all the hierarchy within an organization.

Approval of Decision:-The major decisions are made by the board of directors, then they
analyze on the basis of

• Market: - Warid Telecom International ltd apply their plan on the basis of market
situation. The market is always changing day by day so Warid telecom tries to adopt
and apply their plans in a effective and efficient way.

• Competitors:- Warid Telecom International ltd apply their plan, the competitors
strategies and policies and get that kind of information they set their plan in a way to
easily compete with the competitors and also a successful plan.

• Customers:- Customer needs and wants are changing day by day, the customer
are gradually want to get service in a worldwide and international basis so
Warid telecom understand those matter and applies plan to fulfill the needs
and wants of customers.

• Opportunities:-Our country has different opportunities also, Warid telecom


has to catch up all of those opportunities such as low labor cost, advertising
cost etc. those things are must have to lies in plan.

• Internal structure of organization: Warid Telecom internal structure is a major


factor which is influence the overall organizational plan. Warid Telecom set their
plan in a way that is adopting their organizational structure.

And then CEO approved finally then that major decision and implement the plan in a
continue market.

4.2. Organizing
4.2.1. Human Resources:

 High skilled people and professional people: Warid Telecom International ltd try to recruit high
skilled and professional people to enhance their organizational activity.

 Electrical Engineers: Warid Telecom International ltd has a number of electrical engineers those
solve the technical problem within the organization and provide new technical system to enhance
their technical performance.

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 Telecom Masters and Engineers:-Those people managing telecom communication of Warid
telecom. As an organization Warid need them to continue their operation.

4.2.2. Non Human Resources:

 Warid Telecom Selects Motorola to Deploy Extensive GSM Network in Bangladesh.

 Warid is also arranging the gateway from Wateen telecom for international calls.

4.2.3. Organization Structure

Chairman

Board of Directors

CEO

General Managers

Senior Managers

Managers

Assistant Managers

Executive

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The organizational structure follows Warid Telecom International ltd. Are given bellow

In the structure of Warid Telecom International ltd. The top of this organization structure lays
Chairman then →Board of Directors → CEO →General Managers → Senior Managers→
Managers→ Assistant Managers→ Executive and at last the bottom line stays the supervisors
and workers.

4.2.4. Organizational Departmentalization of Warid Telecom International ltd:-

• Human Resource Department: In human resource department warid telecom select their
employees give them promotion and demotion and also recruit new employees.

• Product Management Offices (PMO):-Here this department managing product and offices of
Warid Telecom.

• Product and Services Department:-Product and service department select the product and
service strategy of Warid Telecom.

• Research and Development Department:-Research and Development Department research the


existing services of Warid Telecom and also they research and develop new services in the
market.

• Logistic Distribution Department

• Sales and Marketing Department: - In Sales and Marketing Department they select how
product and services are distribute through the market.

• Finance Department:-Finance Department make the plan of what kind of people invest here,
why they invest and what the spending pattern of their investment those kind of policies are set
by the finance department.

• Customer Care Department:-Customer Care Department maintaining the relation with


customer, they try to satisfy them providing many effective facilities.

• Information System Department:-Information system Department Provide the information of


Warid Telecom through the consumer.

• Engineering Department:-Engineering Department makes the technical and engineering service


effective within the organization.

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4.3. Staffing
4.3.1. Planning & Recruiting

There is no specific number of per year vacancies in Warid telecom. It depends upon the number of
employees needed per year. The company plans and hires the employees itself. It does take the services
from any other recruitment firm. The company forecast the demand for labor every year. During
forecasting they include measures of the economy, actions of competitors, and change in technology and
trends in the composition of labor force.

Moreover they also conduct an analysis that how many peoples are currently working on different jobs
have relevant skills according to their jobs. Warid Telecom has long term goals. They set our goals by
making the analysis of labor supply and demand. They also focus on our product and try to improve it
with the passage of time. Moreover they launch new services e.g. Wateen Telecom. It is also a result of
our Long Term goal.

The company did not downsize their employees; they hire workers on both temporary and permanent
basis. Mostly workers are hired on Permanent basis. Some workers are hired temporary but based upon
their work, after some time they are also appointed as permanent workers.

The two main sources by which the company recruits the Human Resource are given below:

• Internal Source: In this source any one employee, within the company who will be able to done
the high post job, is selected. The information about the post or vacancy is pasted on bulletin
boards; on co-operate intranets and anywhere else. This source is used less.
• External Source: In this source the advertisement is published in newspapers. Candidates are
selected from applicants by conducting interviews. In this case people also use some references
to gain the jobs. This source is used more.

Moreover they also publish the vacancies also on internet. So the peoples apply from internet are called
for interviews and for further process. If the company made its franchise on any rural area, then company
prefer to hire the person from that area because it is easy for customers to communicate.

Selecting Employees

Like every multinational company, Warid Telecom has also a specialized procedure for selecting the
employees. The selection process is described as follows:

• Requisition raised by concern department.


• HR Department processes this requisition.
• Publish the advertisement in the newspapers.
• Screening the application forms and resumes.

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• Interviewing Candidates.
• Checking References.
• Select the person.

They select the employees on the basis of work experience and knowledge. Good results are also matters
but knowledge is very essential for concerned job. In selecting the company conducts tests for clerical
jobs. There are some engineering tests, communication skills tests, computer knowledge tests and many
more based upon the vacancy.

Line Managers and Human Resource Managers conduct interviews from the candidates. But if there is an
interview for some special posts like General Managers etc, then Board of Directors and Chief Executive
Officers conduct interviews. The company conducts all types of interviews like structured, situational,
behavior description, and panel interview. In most of the cases, there are panel interviews. The selected
candidates are informed by both e-mail and postal services.

4.3.2. Training Employees


Warid Telecom believes that it is necessary for individual employees or groups of employees to take job
related training courses that enhance their values to the company, keep them up to date on the latest
trends, technologies and knowledge, offering a great chance to interact with peers. Training need is
identified through gap analysis, performance appraisal, profile assessment or one on one meeting.

Training is considered as a learning intervention used for the personal as well as professional
development of Warid employees. The employees are given in house trainings and they also sent for
trainings from well reputed and specialized training institutes both within and outside of Pakistan. After
providing training, there is a training evaluation form. Due to this form the company realized that how
much a person is trained.

There are two types of trainings given to the employees. The types and their durations are given below:

• For Local Trainings (maximum 1 weeks)


• For Foreign Trainings (maximum 2-4 weeks)

In Warid telecom, they use all training methods e.g. Audio/Visual, Practical, workshop, presentations,
hands-on etc.

4.3.3. Other HRM policies

 Providing Equal Employment Opportunity and a Safe Workplace: Warid Telecom


International ltd provide equal employment and a safe workplace opportunity for the employees.

 Job Design: Warid Telecom International ltd designs their job very effectively.

 Customer Services: Warid Telecom International ltd maintains customer relationships for their
long term interest.

 Job Evaluation: Warid Telecom International ltd evaluation their job very effectively.

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 Salary Structure: Warid Telecom International ltd provides employees a high rate of salary for
get their best services.

 Compensation and Benefits:- Warid Telecom International ltd provide employees


Compensation and Benefits for their personal satisfaction and building a good relationship with
the employees.

4.4. Leading
 Rewards giving for excellent performance: Warid Telecom International ltd giving rewards to
the subordinates for their excellent performance. They give rewards to the employees to improve
their service quality.

 Healthy refreshment to the employees: Warid Telecom International ltd provides healthy
refreshment facility to the employees.

 Cool and pleasant atmosphere of working: Warid Telecom International ltd also providing
Cool and pleasant atmosphere of employees working place for fresh the employees mind and do
their job very efficiently.

 Compensation and Benefits: Warid Telecom International ltd gives employees Compensation
and Benefits.

 Different types of bonuses: Warid Telecom International ltd gives employees different type
bonuses. They provide employees that kind of facility to think that employees are the part of their
organization.

 Gifts on different occasions: Warid Telecom International ltd gives employees gifts on different
occasion which is motivated employees highly.

 Excellent packages or salaries: Warid Telecom International ltd gives employees excellent
package or salaries to attain the employees for their organization.

 Pick and drop services: Warid Telecom International ltd provide employees Pick and drop
service facilities this is a external benefits of the employees.

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4.5. Controlling
They are following the strict rules and regulation in the performance of their employees. They are
capturing the activities by hidden cameras and by performance appraisal. They have the strict controlling
team to look after the different activities which are performing in the organization daily.

 For evaluation and control WARID should conducts a comprehensive audit of all the
depts.

 Comparing the current results to that of company objectives .They get comprehensive
information from all the departments carefully and its analysis is conducted with
great care.

 The results are analyzed with great emphasis on the company’s behalf.

 If there appears any deficit then revise their strategies implement them and then get
the results and if there are no loopholes found they continue to implement that
strategy for the specified period of time.

 This evaluation conduct twice a year.

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05. Warid Telecom Position in Growth Share Matrix

In growth share matrix we find that, Warid Telecom position in question Mark that is high market growth
rate but relative market share is weak. Warid telecom need to high scale of investment to go to the star
position. Warid Telecom may have to do this because Warid telecom is multinational company and they
have lots of experience that kind of work.

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06. Competitive Advantages
 Warid presents the most powerful 64K SIM. Apart from the special WARID menu‚ the 64K SIM
gives its users added flexibility to store up to 500 numbers and 50 text messages.

 Warid offers different packages for each consumer market. You can choose any option that best
suits you.

 Warid offers its customers the lowest call rates as compared to other companies in the market.

 Warid offers customizable voice and VAS packages.

 You can enjoy just Tk0.29 in which you may call to maximum 6 Warid numbers.

07. Warid Telecom International Ltd Findings


Reception
• Most of the cases Greeters are available
• The Greeters are not welcoming
• The Queue Machine was not working properly
• Greeters should be Welcoming & Friendly
• Training on Greeting & Gesture will help us to achieve maximum service quality
CSR Performance
• CSRS are not attentive to the customers and most of the cases more interested in
• side talking, SMS Checking
• There is a significant Lack of Product Knowledge
• Attitude of the CSR are not friendly & welcoming
• The way of Talking of the CSR are failed to ensure good Customer Experience
• CSR are not proactive
• Immediate Training on Customer Service Etiquette is necessary
• CSR should stop interacting with each other and should not use Cell phone for
• Personal use while serving customers

First Contact Resolution


• The knowledge level of the complex situation handling are not similar
• Failed to provide complex queries solution
• Daily Refreshers on Top Queries will help them to provide more efficient and effective service

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08. Recommendations
With some changes at higher level including advisor to CEO, G.M Marketing much has improved this
year in Warid Telecom market rating. Warid Telecom certainly has potential to capture good market and
to give tough time to the competitors, but for this at least following steps should be taken

 Warid telecom is offering cheap rates for its prepaid and postpaid customers as
Compared to its competitors but the main area they are lacking is the way to
communicate it to customers.

 Network should be enhanced to much more cities.

 There should be consistency of brand ambassadors, jingles, colors and graphics in their
print and electronic media ads to create strong brand recognition.

 More regional departmentalization should be there, so as to create strong presence and


market analysis at regional levels.

 More staff to should be hired in some departments to meet the requirements.

 There should be more decentralization and employees should be encouraged for their
ideas.

 Compensation and benefits plans should be revised, as it can be used as a very


important tool to create motivation in employees.

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09. Conclusion
Warid telecom is committed to distinctive quality and unparalleled customer service in all aspects of their
business. The success of Warid telecom is determined by the success of unified team operating in their
organization. They have to earn trust and respect of their customer’s everyday in order that the customer
makes the decision to choose their services. Their success is guaranteed by creative, productive
employees who are empowered to make suggestions. Their jobs are designed to fulfill their mission. The
primary goal of Warid telecom is to live their vision and continue to be an industry leader. They achieve
this through dedicated hard work and commitment from every employee. It is the desire of Warid
Telecom management, from top to bottom, to have every employee succeed in their job and assist in
achieving their goals.

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10. Bibliography
www.waridtel.com.bd
www.wikipedia.com
www.scribd.com
Principles of Management, Heinz Weihrich and Harold Koontz, 10th Edition

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11. Appendix

I. Warid Telecom International Ltd. Logo:-

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