American International University Bangladesh

Human Resource management

Topic
Developed recruiting and selection process of Grameenphone.

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 Course Instructor
HOSSAIN, ADNAN

Groups Members name

1. Bright Costa 09-14293-2

2. Saha Amit 09-14286-2
3. Azad marzan bin 09-13826-2
4. Karim farhana 09-14208-2
5. aWALSaniul 09-13843-2

ACKNOWLEDGEMENT

Thanks to almighty, with the blessing of which this cherished dream of mine
Led to completion of this report with the desired out-come. This report study
was a noble experience for me and without the guidance and cooperation of
concerned people and without concentration, dedication and hard work it
was not possible for me to complete this project.

Our deepest gratitude to HOSSAIN ADNAN, our faculty guide for

Their help, general hospitality, inspiration and all valuable guidance in
various stages of development of this report. I have great pleasure in
acknowledge the help receive from all those who favored me with it in
giving the final shape to my report.

Executive Summery

GrameenPhone is a GSM-based cellular operator in

Bangladesh.
GrameenPhone started operations on March 26, 1997. It is
partly
owned by Telenor (62%) and Grameen Telecom
(38%).GrameenPhone is the largest mobile phone company

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in Bangladesh with 20.84 million customers as of August,
2008. It is also one the fastest growing cellular telephone
network in Bangladesh. At the end of 2005, it had about
3500 base stations around the country with plans to add
about 500 in the following six months. GrameenPhone's
stated goal is to provide cost-effective and quality cellular
services in Bangladesh. On the 16th of November, 2006 GP
formally changed its logo to match its parent company
Telenor's logo. According to GP the new logo symbolizes
trust, reliability, quality and constant progress. The name
GrameenPhone was kept as part of the new identity because
the name Grameenphone carries with it all of the heritage,
success and values of the companies past, added the then
CEO of Grameenphone Erik Aas. Company Profile:
Type Limited
Founded 1997
Headquarters Celebration Point, Road # 113 A, Plot 3
& 5, Gulshan, Dhaka, Bangladesh
Key people Oddvar Hesjedal, CEO
Industry Telecommunication
Products Telephony, EDGE, GSM
Revenue 700Million USD[1]
Net income ▲ 6,403.8 Million Taka[2]
Employees 5052[3]
Website www.grameenphone

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 Preface
Management means getting things done through people. Since things
Are to be done by people, it is necessary that managers should choose and employ people
for the work to be performed.
Staffing refers to the function of manning the organization structure
Through proper recruitment, selection, training and development of
People for the positions created in the organization.
In a small business, like a grocery shop, the owner manager may not need anyone else to
help him in running the shop. All the activities are performed by him. But as a business
unit grows in size, the manager alone is not able to perform various jobs. It is quite
possible that you would like to apply for a job after passing the Senior Secondary
Examination, or you may start your own business and would like to employ people to
assist you in running the business. In both the situations it is easier if it is known in
advance how employees are recruited in a business.

Organizations require the services of a large number of personnel. These personnel

occupy varies positions created through the process of organizing. Each position of the
organization makes certain specific contributions to achieve organizational objectives.
Hence the person occupying the position should have sufficient ability to meet its
requirement.

Staffing is that part of the process of management which is concerned with obtaining, utilizing and
maintaining a satisfactory and satisfied work force. It is the process of identifying, assessing, placing,
evaluating and developing individuals at work. Staffing is a very important function of the management.
No organization can be successful unless it can fill and keep filled the various positions with the right
type of employees.

Broadly defined, staffing is the process of determining human resource needs in an

organization and securing enough qualified people to fill those needs. Staffing is not, however,
as simplistic as that definition implies. It is a complex endeavor involving a number of diverse
tasks, ranging from job analysis to performance appraisal, from interviewing to career
development, and from hiring to termination. Moreover, to properly execute staffing tasks,

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organizational members charged with this responsibility must be knowledgeable about the
legal, psychological, and environmental contexts of staffing. The tasks that must be performed,
coupled with the contexts in which they must be accomplished, make staffing a difficult and
challenging activity in contemporary organizations.

Company Overview
Grameenphone (গ GP ম), widely known as GP, is the leading telecommunications
service provider in Bangladesh. With more than 20 million subscribers (as of June 2008),
Grameenphone is the largest cellular operator in the country. It is a joint venture
enterprise between Telenor and Grameen Telecom Corporation, a non-profit sister
concern of the internationally acclaimed microfinance organization and community
development bank Grameen Bank. Telenor, the largest telecommunications company in
Norway, owns 55.8% shares of Grameenphone, Grameen Telecom owns 34.2% and the
remaining 10% is publicly held.

Grameenphone was the first company to introduce GSM technology in Bangladesh. It

also established the first 24-hour Call Center to support its subscribers. With the slogan
Stay Close, stated goal of Grameenphone is to provide affordable telephony to the entire
population of Bangladesh.

History
The idea of providing wider mobile phone access to rural areas was originally conceived
by Iqbal Quadir, who is currently the founder and director of the Legatum Center for
Development and Entrepreneurship at MIT.\He was inspired by the Grameen Bank
microcredit model and envisioned a business model where a cell phone can serve as a
source of income. After leaving his job as an investment banker in the United States,
Quadir traveled back to Bangladesh, after meeting and successfully raising money from
New York based investor and philanthropist Joshua Mailman, and worked for three years
gaining support from various organizations including Nobel Peace Prize laureate
Muhammad Yunus of Grameen Bank and the Norwegian telephone company, Telenor.

He was finally successful in forming a consortium with Telenor and Grameen Bank to
establish Grameenphone. Quadir remained a shareholder of Grameenphone until 2004.

Grameenphone received a license for cellular phone operation in Bangladesh from the
Ministry of Posts and Telecommunications on November 28, 1996. Grameenphone
started operations on March 26, 1997, the Independence Day in Bangladesh.

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Grameenphone originally offered a mobile-to-mobile connectivity (widely known as GP-
GP connection), which created a lot of enthusiasm among the users. It became the first
operator to reach the million subscriber milestone as well as ten million subscriber
milestone in Bangladesh

November 28, 1996: Grameenphone Ltd. received cellular license by the Ministry of
Posts and Telecommunications of Bangladesh.

March 26, 1997: Grameenphone launched its service on the Independence Day of
Bangladesh.

June 1998: Grameenphone started its services in Chittagong, the second largest city and
the port city of Bangladesh. Cell to cell coverage between Dhaka-Chittagong was
established.

1999: Grameenphone started its service in Khulna, the industrial city of Bangladesh. Also
cell to cell coverage between Dhaka and Khulna brought a number of other districts
under coverage.

2000: Grameenphone started its services in Rajshahi, the education city of Bangladesh.
Service also started in Sylhet and Barisal and thus all six divisional headquarters got the
cellular network coverage for the first time Bangladesh.

August 2003: Grameenphone's subscribes base has become more than one million.
Grameenphone became the first operator in the country to reach the million subscribers.

November 2005: Grameenphone registered more than 5 million subscribers.

November 5, 2006: Grameenphone crosses the 10 million subscriber mark after almost
ten years of operation.

September 20, 2007: Grameenphone reaches 15 million subscribers mark.

June 2008: Grameenphone reaches 20 million subscribers landmark.

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 Iqbal Quader
Oddvar hesjedal (Founder of GP)
(CEO of GP)

Logos of grameen phone:

Old logo:

Vertical logo:

     

Horizontal logo:
   

 Company Vision

We are here to HELP

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We exist to help our customer get the full benefit of communication services in their
daily life. We want to make it easy for customer to get what they want, when they
want it.

Company mission
The vision will be achieved by

1) connecting Bangladesh with ease and care

2) being user-friendly
3) providing value for money
4) providing simple and timely connections
5) having a right understandable process

GP provides best Network in Bangladesh

Grameenphone has the largest network with the widest coverage in the country. The GP
network now covers over 98 percent of the population and over 87 percent of the land
area with the remaining areas mostly falling under the Sundarbans and the Chittagong
Hill Tract areas where mobile phone coverage is not allowed.

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The company invested more than BDT 35.8 billion in 2007 primarily to further expand
the coverage and increase the capacity of its network. A record 4181 new base stations
were put into operation around the country during the year, crossing the 10,000 base
station milestones in the process. In addition, the entire Grameenphone network is
EDGE/GPRS enabled, allowing its customers to access high-speed Internet from
anywhere within the coverage area.

Objectives of the study

Broad objective

Developed recruiting and selection process a study on GRAMEENPHONE ltd.

Specific objective

The objective of this study is to have a clear idea of grameenphone and to find the
limitations of the tasks carried out all sector of the grameenphone.

A) Process of Recruitment
B) Sources of requirement
C) Advertising system of GP
D) Selection process

Limitations of the study

in every research work there are some limitations faces when conducting different
activities. In the process of research work we also faces certain limitations that hampers
our general activity. some of this notable limitations are-

- The report has been conducted within a short time frame

- The study is mainly focused on product marketing strategy on

GRAMEENPHONE in Bangladesh but it is foreign company. But here we

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 emphasizing on GP in Bangladesh. so being concerned only within the GP in
Bangladesh seems to us limitation of a study.

- GP Headquarters is located in Gulshan . But they are very busy with their regular
task, so it becomes quit difficult for them to give time in outside. And also there
are some rules and regulation so that we can not enter the head office. So that we
have to talk with their customer center officer. that was a big limitation to us.

- GP it is huge company and there are lot of employers and customer care center is
also available. the study conducted can be hampered as the marketing strategy of
GP can not be covered at the short time. We got only 2-3 weeks for preparing this
report. It could be a limitation of the study.

- We faced a big problem by doing this report that is electricity problem that take
lot of time.

Methodology of the Study

SAMPALING PLAN

-Sampling procedure:

The Sampling procedure has been conducted on the deliberate sampling method has
used where the respondents interviewees considered on my convince and priority.

-Sampling unit:

In order to carry out the research work, the study was focused on taking the
interviews of the personnel involved in the GRAMEENPHONE Company.

Data collection techniques:

Questionnaire:
Unstructured and open-ended Questionnaire we asked to the different people in the
different areas of Dhaka city to find whether they are satisfied with GP performance
or not.

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Observations:
When we visited the Gulshan office of GP that time we used our own observation to
collect certain pieces of information about their product marketing strategy,new
product performance as well as up coming product.

Secondary information:
Secondary information has collected by reviewing websites and some articles printed
time to time and other relevant documents.

Sources of data collection:

Primary:
The primary information is gathered through internal of the employees working over
there under GP center.

Secondary:
Secondary information sources had also used to collect information.
Sources include:
-Different articles, index of GP.
-Visiting website of Grameenphone official company.

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 MAIN REPORT

WHAT IS MEANT BY STAFFING?

→ Staffing is a function of management which includes recruiting, training,
Developing and maintaining competent managers and operatives for performing
organizational tasks in an effective and efficient manner.

→ It is a continuous process consisting of several activities such as

Estimating manpower needs, recruitment, selection, training and
Development, deciding on remuneration for work to be performed, Transfer, promotion
and performance appraisal.

→Staffing is the function by which managers build an organization through recruitment,

selection and development of individuals as capable employees.
(Mc Farland)

→Staffing is defined as filling positions in the organization structure through identifying

Workforce requirements, inventorying the people available, recruitment, selection,
placement, promotion, appraisal, compensation and training of needed people.
(Harold Koontz and Cyril O’Donnell)

Purpose of staffing
→To establish and maintain sound personnel relation at all levels of the organization

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→To make effective use of personnel to attain the objectives of the organization.

→The purpose of all staffing activities is to provide each nursing unit with an
Appropriate and acceptable number of workers in each category to perform the nursing
Tasks required. Too few or an improper mixture of nursing personnel will adversely
affect the quality and quantity of work performed. Such situation can lead to high rates of
absenteeism and staffs turn-over resulting in low morale and dissatisfaction.

WHY STAFFING IS IMPORTANT

The activities performed in the staffing process are important to enterprises of all types
and sizes because of the relationship these tasks have to the organization’s goals, direct
staffing costs, indirect staffing costs, organizational impacts, and legal issues of staffing.

Basic activities regarding staffing:-

1. Recruiting
2. Selection

(1)Recruitment

Meaning: The term recruitment is often used to signify employment. We say, we have
recruited such and such persons, meaning thereby that we have employed them. Actually
this is not so. Recruitment is only one of the steps in the employment of people. It is the
process of attracting good applicants for jobs. It is one of the important functions of
management. Managers know the nature of jobs to be performed, and the qualifications
that the candidates must possess to perform the respective jobs. For instance, if a manager
needs typists, he has to identify the typing speed required, and the candidates applying for
the job of typists must have the required speed. Similarly, to be able to invite suitable
applications, managers must know wherefrom applications may be expected. Thus
recruitment is that part of the process of employing people which takes into account the
necessary abilities required for the jobs along with the qualifications of the candidates.
The task of hiring cannot be started until suitable candidates apply for the jobs. People
can apply for the jobs only when they come to know about the availability of the jobs.
The manager has to decide how best to inform the possible candidates about the
Jobs.

Process of Recruitment

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Before inviting applications for the job, there are a number of steps to be taken by
the manager in the process of recruitment.

(1) Job design: The first step is to clearly identify and outline the nature of the job
to be performed.
(2) Job description: The second step is to prepare a description of what a job
really is and to enumerate the duties and responsibilities associated with it.
(3) Identifying the source of recruitment: The third step is to decide from
Where suitable candidates will be available for the job. Let us now study about
each of these steps in detail:

1. Job Design
A job refers to the tasks assigned to an individual employee along with the
Duties connected with it. For instance, typing is a job performed by a typist. The job of
typist includes typing letter, notes and memos, presenting the paper for signature, filing
the paper, and sending the papers to the dispatcher. A job should be designed to meet the
organizational as well as individual needs. Since people spend a great deal of time on a
job, it is, therefore, necessary to design jobs so that individuals are happy about their
jobs.
2. Job Description
The job should be so described that the work to be done by an Employee is clearly known
to him. For the manager who has to recruit employees,
describing the job help in choosing the most suitable candidate. Job description is a
summary of what a job really is. It includes:
→ Work to be performed;
→Responsibilities involved in the job, for instance, the typist has to
Keep the typewriting machine in proper order;
→The skill or training needed to perform the job; and
→The working conditions e.g., hours of work, etc. under which the job is
To be performed. The job description is usually included in the advertisement for the job.
See an advertisement given below for the job of a typist published in a newspaper. It
mentions:

→qualifications that the candidates must possess to perform the job;

→minimum typing speed required; and
→the experience needed.

In order to attract suitable candidates to apply for the job, it also mentions the salary and
other benefits payable. If you apply for this job, you will have to mention all that is
required. You will have to give particulars including your name, address, age,
qualification, skill and experience, and a desire on your part to serve the organization.
These particulars taken together are known as a Bio-data of the candidate.
Job description is helpful in various ways in the process of hiring.

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When a job is described specifying its nature, and indicating the duties and
responsibilities connected with the job, it helps in attracting the right type of candidates
for the job. Job description, which is also a part of job advertisement, should be written in
a manner so as to attract suitable
Candidates for the job. In selecting the candidates again, job description helps in judging
the suitability of a candidate for the job. After the candidate has been selected and given a
position to perform the job, description forms the basis against which the future
performance of the employee can be judged. For example, in the case of a typist, does
he/she type with the speed mentioned in the job description?

SOURCES OF RECRUITMENT
In an existing organization, jobs which fall vacant may be filled up by promoting r
transferring employees already serving the organization. This is known as
Internal source of recruitment.
The vacancies may also be filled up by inviting outsiders to apply for the job
This is the external source of recruitment.
Thus the sources of recruitment are two: internal and external.
(i) Internal source: In any business, existing employees expect that they will have
chances of promotion and will be considered for higher positions before outsiders
are considered. Managers, therefore, promote and transfer existing employees to
fill the vacant positions. The advantage of internal
Recruitment is that it is easier for managers to fill vacancies from within the
organization.
Managers know the abilities and skills of their subordinates and have records of
heir performance. Employees also feel happy as their work performance is
recognized by management through promotion.

(ii) External source: All vacancies cannot be filled up from within the
Organization. Workers and office employees at the lower level are always
Recruited from outside the organization. Some times when managers do not get
suitable persons from within the organization, recruitment takes place from
external sources. Existing employees may lack the skill, initiative, and
qualification needed for higher level jobs. Hence managers have to depend on
recruitment from outside the organization. Further, external recruitment remits
choice from among a large number of external candidates from which employees
may be recruited. Let us discuss some of those:

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Advantages & Disadvantages of Internal & External Recruiting:-

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(a) Advertising vacancies in newspapers and journals:
Advertising vacancies in newspapers and journals is the most popular method f
inviting applications. If you are in search of a job, you may look up various ob
vacancies advertised in “Employment Weekly” or “Rojgar Samachar” or daily
newspapers. Any companies do their own advertising for vacant positions,
whereas some companies appoint agencies to advertise on their behalf. People
read the advertisement and, if they are qualified for the job, they apply for it. You
may see a specimen f job advertisement given earlier in the lesson for the job of
typists.

 Grameenphone Advertising tools:

Grameenphone uses different types of media to acquire different types of objectives.

To select media depend on the target audience, product characteristics, message
characteristics and cost. The advertising tools that grameenphone uses as a media to
communicate with the existing and potential customers are:

o Newspapers

Newspaper covers all sorts of information about grameenphone’s product. It mainly

covers the informative and reminder advertising.

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 Target audience Message characteristics Duration Cost

Literate people. Flexibility, high believability Short life Lower

o Television

Television is an effective media for good mass-market coverage. Television telecasts

messages about new product and it is mostly used for persuasive advertisement.

Target audience Message characteristics Duration Cost

All types of High attention, high reach, high Long life High
people but clutter
teenagers
influences more

o Radio

Within a lower cost, grameenphone broadcast their massage through radio. It is a

better way for persuasive advertisement.

Target audience Message characteristics Duration Cost

All types of people Audio presentation only but usage Relatively Lower
but teenagers mass and cover high geographical area. short life
influences more.

o Magazines

An effective media that grameenphone uses as a promotional tool to achieve the

customer’s awareness about grameenphone and its product. It is an effective media
for informative and persuasive advertisement.

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 Target audience Message characteristics Duration Cost

Middle and Upper- High-quality reproduction, credibility long life Medium

income audience. and prestige.

o Newsletters

Grameenphone publishes newsletter regularly to inform existing customer as well as

potential customer about company’s recent activities and offer.

Target audience Message characteristics Duration Cost

Loyal Very high selectivity, full control. Short life Relatively

consumers and low cost
interest persons

o Internet

Internet performs effective promotional tools grameenphone advertising. It gathers all

sort of information about grameenphone.

Target audience Message characteristics Duration Cost

Internet browser High selectivity, interactive Long time Relatively

possibilities. still update low cost

(b) Employment Exchanges: Employment exchanges have been set up by his

government for bringing together job seekers and employers who are looking for
employees.
Those who are in search of employment get themselves registered with the local
Employment Exchanges. The Employment Exchange keeps a record of all such
persons who require help in finding jobs. The employer notifies the vacancies to
the nearest Employment Exchange. The Employment Exchange in turn
recommends names from amongst the qualified employment seekers already
registered with it, and forwards the name to the employer for Consideration. Thus
if you are seeking a job after passing the senior secondary examination, it will be
better if you get yourself registered with the Employment Exchange. It will
forward your name to the prospective employer kipping in view the suitability of
the job as per your qualifications.

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(c) Educational, Professional and Technical Institutions:
Managers, officers, technicians like engineers, electricians, mechanics and skilled
workmen are often recruited from institutions like Indian Institute of Management,
Indian Institute of Technology, Engineering Colleges, Industrial Training
Institutes, Polytechnics, and Vocational Training Institutes. Companies send one
or more senior managers to such institutions where they meet the person in-charge
of helping students in getting jobs. They recommend suitable candidates who are
interviewed for selection by the managers.

(d) Applicants applying on their own initiative: Those looking for jobs often
apply on their own initiative. They assume that certain vacancies are likely to
arise, and apply without reference to any job advertisement. Managers keep record
of such applications and contact suitable ones when they need them.

(e) Recruitment at the factory gate: This is found mainly in the case of factory
workers to be recruited on daily wages. Such workers gather in the morning at the
factory gate to serve as casual workers. Very often existing regular employees go
on leave, and vacancies are filled by recruitment at the factory gate. These casual
workers having once served in the factory for some time are considered for regular
employment.

(f) Workers’ union: Workers’ unions also play an important role as a source of
recruitment. Some unions have agreement with the management whereby
managers are required to consider employment of retrenched or former employees
on a priority basis.

Significance of Recruitment
Inviting applications from qualified people is essential before hiring employees.
By attracting suitable candidates for the job recruitment makes the task of
managers easier in selecting employees. Vacancies can be filled up satisfactorily
only if candidates who meet the job requirements have been prompted to apply.
Hence, only those candidates are considered by managers who are qualified and
interested in the jobs. It is, therefore, essential to attract the right type of
candidates through proper means giving full information about the job to be filled
up, and then to select from among those who fulfill the requirements of the job.
The process of recruitment thus makes it possible to employ right kind of people
capable of doing the jobs efficiently.

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 (2) Selection

Meaning: Selection means going through the qualifications and experience of the
candidate to decide whether he /she fulfils the requirements of the job. Thus
selection is the process of matching the candidate, his qualification, experience
and skill with the expectations of the job. To select the right employee a proper
procedure has to be adopted. The selection procedure consists of a number of steps
in logical order to identify the candidates who are to be finally appointed. The
manager examines the qualification, skill, and work experience of each candidate
and determines his suitability for the job through the selection procedure.

Selection Procedure
The selection procedure usually consists of the following steps—

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1. Initial Screening
After applications are received from candidates in reply to a job advertisement, the
same must be examined to decide which ones deserve to be considered and
followed up. Normally, the candidates are asked to apply in their own hand
writing on a plain paper. Sometimes the job advertisement mentions the particulars
to be given in the application. In many cases the candidates are required to apply
in the prescribed printed form of the company, containing particulars of name,
address, nationality, religion, mother tongue, date and place of birth, marital status,
education and training, employment history, references, etc. A specimen copy of
such an application form is given at the end of this lesson.

Screening means checking the contents of the applications to ensure that the
minimum eligibility conditions in respect of age, experience, necessary
qualifications and skills are fulfilled by the candidates who have applied for the
job. Screening is usually done by a responsible officer of the company or by a
screening committee. The purpose of screening is to prepare a list of eligible

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candidates who are to be considered for interview. Candidates not eligible are
thereby excluded from further consideration.

2. Completed application form

Gives a job-performance-related synopsis of what applicants have been
doing, their skills and accomplishments.
• Legal considerations
– Omit items which are not job-related; e.g., sex, religion, age,
national origin, race, color, and disability.
– Includes statement giving employer the right to dismiss an
employee for falsifying information.
– Asks for permission to check work references.
– Typically includes “employment-at-will” statement.
Individual items of information are validated against performance and
turnover measures and given appropriate weights. Data must be collected for
each job to determine how well a particular item (e.g., years of schooling,
tenure on last job) predicts success on target job.
Information collected on application forms can be highly predictive of
successful job performance. Forms must be validated and continuously
reviewed and updated. Data should be verified through background
investigations.

3. Employment test
After screening the applications, eligible candidates are given tests to determine
skill and abilities in terms of the requirements of the job. For instance, if the job of
typist requires a minimum typing speed of 40 words per minute, a test is given to
see whether the candidates applying for the job have the required speed. Passing
the test by a candidate does not mean that he will be employed. It implies that all
those who have passed the test are qualified for further screening, and those who
have failed are not to be considered. Tests which the candidates are to take differ
according to the nature of the job. To judge the speed and accuracy of typing,
candidates may be given a standard paragraph to type. Similarly, an auto mechanic
may be asked to replace a piston. This is known as skill or trade test. Skill or trade
test is also known as performance test. Intelligence test may be given for clerical
jobs. It may include test of general knowledge and general awareness, test on
arithmetic problems, and test of reasoning power and vocabulary. For supervisory
and managerial jobs tests are given to find out the candidate’s personality, decision
making abilities, etc.

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4. Comprehensive Interview
Interview is the most important part of the selection procedure. It serves as a
means caking on the information given in the application forms and the test result
also provides an opportunity to the candidates to inquire about the job and the
company during the course of interview. Managers get an opportunity to go into
the details of the candidate’s background, and take a decision about their
suitability for employment. Selection interview should be conducted in great depth
to judge the suitability of the candidates.

5. Background investigation
Candidates who are to be considered for employment must have other qualitative
like balanced temperament, honesty, loyalty, etc. These qualities cannot be judged
on the basis of any test. Therefore, information is obtained and verified from the
heads of educational institutions where the candidates have studied, or from the
persons whose names are given by the candidates, or from the previous employers.
For certain jobs, like the job of cashier or security guard, reliability is a very
important job requirement. Therefore, references are required to be checked in
such cases. In case of experienced employees, information is checked from their
previous employers

6. Conditional job offer

Candidates finally selected are issued appointment letters. Such a letter
Contains the terms and conditions relating to employment of the candidates.
Generally, the candidates are not appointed on permanent basis because it is
considered better to try them for a few months on the job itself. This period of
service is known as the period of probation. It is necessary because no procedure
of selection can fully establish the qualities of a selected candidate. It is only by
observing a person at work that one can find out how he does his work and also
how he behaves with his superior and fellow employees. If during the probation
period, an employee is not found suitable his period of probation may be extended.
The management may also transfer him to some other job at which he may be
expected to do better. The management may also provide
him training to improve his abilities.

7. Medical Examination
Candidates finally selected for the job are asked to undergo medical
Examination and get certificates of medical fitness. The purpose of the medical
examination is to see whether the selected candidates are physically fit for job. t
also points out whether employees suffer from illness which can be cured before
hiring them e.g. poor eyesight. Such a step in the selection procedure is essential
for certain types of jobs as in the case of police and army, where physical fitness is

24
very important. For certain categories of jobs like the job of driver, a proper eye-
sight is very essential

8. Permanent job offer

The appointment of every candidate is followed by a record of particulars of the
employed. Such records are maintained and described as employment record. It
serves a useful purpose on many occasions e.g., selection of employees for
training, their promotion, and wage and salary increase. Though a number of steps
in the selection procedure has been listed, all the steps need not be taken by every
employer. It depends upon the nature of the jobs and the rank of the employees.
For employing casual workers on daily wages, simply an interview by a
company’s officer will do. whereas for the job of a typist or clerk, screening of
applications, testing, and interview will be required. Similarly, for the job of
cashier, checking of reference, in addition to other steps, may be needed.

Difference between Selection and Recruitment

We have noted recruitment and selection as the two essential
parts of the
hiring process. These are closely inter-connected.
→ Whereas recruitment helps in attracting suitable candidates,
selection
helps in finding out the candidates who meet the requirement of
the job.
→Recruitment helps in selecting the most suitable out of a
large number of candidates. However, recruitment and selection
processes differ in certain aspects.
→Recruitment is the process of attracting good applicants for
jobs, whereas lection starts after applications have been
received.
→In the recruitment process, there is matching of the
applicants with the requirements of the job. Selection takes place
after the matching of
candidates with job requirements. Recruitment involves decisions
as
regards the sources of potential candidates. Selection is made
through
different steps in the procedure adopted. Job description helps
the
manager to attract good candidates, while selection of the
employee
requires making the right choice.

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 Findings and recommendation
Here we found some findings of GP

1. GP cell rate is very high.

2. High product rate.
3. Slower internet service.

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4. Customer services are not good at all.

Roster Management:
Working time is different for full time employees and part time employees. Very
often it has been seen that part time employees do not get enough flexibility in their
work schedule. It’s very hard to get leave or bring change in roster. Resource
Management need to give more focus on part time employee too as they are not less
competent in comparison to any full time employee. It will create a more harmonious
work environment and it will also improve the motivation level of the employees.

Remove frequent changes in process:

Frequent changes in process make the employees confused. It also hampers the
business performance. It increases the service delivery time and produces low
customer satisfaction. To reduce the hassles for both agent and customers it is quite
important to adopt a flexible and user friendly process.

Establish strong coordination among segments:

Coordination among systems helps to serve customer in the very exact way it has
been designed. Other than that it creates conflict and misunderstanding scenarios
Among segments. People from different segment have their own point of view. So it
needs to be ensured that all of them have common platform to carry their job
Responsibility in right manner.

If GP reduce their call rate then they will get more customer and can make their
profit on the other hand GP internet service is not so good if we see like other
internet service they provides better internet service for the customer.

Conclusion
Grameenphone still has a positive image in the Mobile market. Due to its
various products and wide market coverage, strong network, at affordable
rate with various service centers and its value added services, it can be
considered as the market leader in the telecommunication industry and its
competitors are far behind. Because of a truly phenomenal network support,
Grameenphone is still growing with its subscriber base at an average rate of

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16000 new connections per day, all over Bangladesh. The people, process
and the actual service, builds the image and demand of Grameenphone. By
people it is meant the employees who interact with the customers directly,
and the company’s customers. Here after a while the thing that matters to the
customer is the quality of after sales service and unparallel customer service.

Throughout this report, actions undertaken in the Business Segment of

Contact Center has been depicted properly. All the basic support services
have been identified. Through the tenure of my service in Grameenphone, I
have faced a lot of internal and external problems which can be easily
removed or overcome to a great extent by planning things a little bit ahead.
The problems are easily solvable by integrating the number of inter
dependent segments in one direction. Problems like Employee
dissatisfaction, Roster clash, Channel break down, Lack of timely
information, Lack of flexibility in work arena, Complication in execution,
Lack of authority, complicated process flow, Information mismatch etc can
be easily solved by regular “Inform and evolve” session, adequate
Roster Management, Removing frequent changes in process, Establishing
strong coordination among segments, Designing simple process, Ensuring
timely and unique information, Employing more people in CSD and
ensuring concurrent engineering.

If all these things are done accurately, both the customers and the customer
managers will have a better time in rediscovering the service of the
employees in the contact center. Only then the ambition “To provide the
best-in-class Customer Service in Asia” by establishing the most reliable,
friendly and quality customer service will be made possible.

Bibliography
1. Web site: www.grameenphone.com .

2. www.scribd.com

3. Fundamentals of Human Resource Management

Eighth Edition
DeCenzo and Robbins

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4. www.wikipedia.com

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