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Banglalink GSM An Orascom Telecom Company Banglalink GSM

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Submitted to Fatema-Tuz-Zohra Faculty of BBS Subitted by Pronay Sikdar Aakib Sarwer Chowdhury Suhata Akter 10304077 10304095 10304067

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Fatema-Tuz-Zohra Course Instructor Department of BRAC Business School BRAC University Sub: Submission of report for completion of course

Dear Madam, This is to inform you that we have completed the report on. The report focuses on the overview of this company. The report, titled Banglalink GSM: An Orascom Telecom Company has been prepared for the completion of the course Introduction to Business.

In writing this report, we have tried to follow your instructions for writing this report so that we can present our views and understanding. However, we will be glad to clarify any discrepancy that may arise. Sincerely yours,

Pronay Sikdar Aakib Sarwer Chowdhury Suhata Akter Department of BBS BRAC University

10304077 10304095 10304067

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Acknowledgement

Firstly, we would like to thank the Almighty to give us opportunity to study in BRAC University, one of the reputed universities in Bangladesh.

We thank Miss Fatema-Tuz-Zohra, Lecturer of BRAC University, for giving us the opportunity to work with the GSM and also for giving us the privilege to explore the assignment in writing.

A big thank you also goes out to A.B.M. Noor-E-Alam, Sr. Executive in Project Management of Customer care Department & Mamun Al Zahid, Executive in Complaint Management of Customer care Department for providing us with the information of Bangladesh.

A special thanks to our entire group member for spending their valuable time making this report.

Last, but not the least, thank you to our family and friends for all their support. Without their encouragement, we would not have made it this far.

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Executive Summary:

Banglalink entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments. Within one year of operation, Banglalink became the fastest growing mobile operator of the country with a growth rate of 257%. Banglalink entered the market with a promise of making mobile phone affordable for people. This promise was kept and Banglalink was the first operator to introduce a flat rate for all calls (inside own network and to other operators) for the convenience and ease of customers. Thus "Desh" was launched - the best prepaid package for making calls to any network. The organizational behaviors of this company arise with motivation, Leadership, disciplining employee behavior, employee relation, and organizational culture .In this assessment we try find out the organizational behavior of banglalink. Targeting the corporate and SME segments, Banglalink has launched "Banglalink Enterprise" with state of the art services including GPRS, corporate SMS broadcast, dedicated customer relationship management, and customized packages. Banglalink enterprise offers customized telecom solutions for different businesses as per their requirements and the objective of Banglalink enterprise is to assist the clients at every step as their businesses grow. Banglalink also became a leader in terms of its advertising quality and setting very high standards for competition and others. The corporate TV commercial of "Din Bodol" based on the theme "Making a Difference in People's Lives", touched everyone through out the country and was adjudged the best TVC of the year according to the leading dailies of the country like Prothom Alo and New Age. This TV Commercial has become a matter of national pride for Bangladesh as it has been nominated for the best TV Advertisement of the year with 4 other international television commercials at the GSMA Award 2007. GSMA Award is considered to be the Oscar of mobile industry. In line with this, 'making a difference' has been formally launched in 2007 as the tagline for Banglalink - enhancing the corporate platform for the mother brand. This year, the corporate brand strategy is to establish 'making a difference' as the platform for the brand. The communication strategy is to produce television commercials based on true stories of Bangladeshi people who started with nothing, have achieved success and glory in their respective fields and have made a difference in life. To support this, events, sponsorships and activations under the corporate brand have also been chosen with ones that have the essence of 'Making a Difference'.

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CONTENTS Page No. Letter Of transmittal . Acknowledgment Excutive summary. Chapter One: Introduction 1.1 Introduction 1.2 General objective 1.3 Scope .. 1.4 Methodology .. 1.5 Sources . 1.6 Restrictions . 1.7 Ethics ix x x x xi xi xi iii iv v

Part Two: Management/ human side of the business 2.1 Management team . 2.2 Development of people .. 2.3 Training information 2009 .. 2.4 Performance Management . 2.5 Competitive Compensation Management .... 2.6 People involvement Activity . 2.7 Employee communication . xi xvi xvii xvii xviii xviii xviii

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2.8 HR Automation . 2.9 Banglalink Customer care promising the best service

xix xix

Chapter Three: Production and Marketing 3.1 Banglalink Desh .. 3.2 Banglalink desh ek rate ... 3.3 Banglalink desh Rangdhanu 3.4 Banglalink desh 7 fnf .. 3.5 Banglalink post-paid ... .. 3.6 Banglalink business 3.7 Banglalink sme . 3.8 Introducing post-paid xxi xxiii xxiii xxiv xxv xxix xxxii xxxiv

Part Four: Accounting and Financial System 4.1 Strangth Analysis .. 4.2 Weekness Analysis. 4.3 Opportunites Analysis .. 4.4 Threats Analysis xxxvii xxxvii xxxviii xxxix

Part Five: Business Environment 5.1 Corporate Social responsibility .. 5.2 Tourism 5.3 Post- diaster rehabilitiation xl xl xli

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5.4 Sort term need based activities 5.5 On going project .. 5.6 Sponser boishakhi utshav 1417 .. 5.7 Sponser jagorener gaan Chapter Six: Finding of the study .. Chapter Seven: Recomendion .. Conclusion . Chapter Eight: Appendix ............................................................................................. Questionnaires

xlii xlii xliii xliv

xlvi

xlvi xlvii

xlviii xlix

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Chapter one

Background As fulfillment of the course Introduction to Business, our lecturer Fatema-Tuz-Zohra had instructed us to write a report on the overview of a Business Organization. The report, assigned in 15th June 2010 is due in 29th July 2010.

1.1 Introduction Orascom Telecom Bangladesh Limited was incorporated in Bangladesh in 1995 under the Companies Act 1994 as Sheba Telecom (Pvt.) Limited. IT started commercial operations in September 1995 and in November 1996 the company was further permitted by the government of Bangladesh to operate a nationwide GSM cellular mobile system. The license covers a period of 15 years effective from 11 November 1996. Since the inception, Sheba Telecom (Pvt.) limited was a joint venture effort between integrated services limited (ISL), Bangladesh and technology Resource Industries (TRI), Berhad, Malaysia. In September 2004, a substantial portion of all the issued share capital of the company was taken over by Orascom Telecom Ventures Limited. On 10th June 2007, the company changed its name from Sheba Telecom (Pvt.) Limited to Orascom Telecom Bangladesh Limited. The name change was approved by the Bangladesh Telecommunication Regulatory Commission (BTRC) on 6th March 2008. The principal objectives of the company are to provide telecommunication services across Bangladesh through the installation and operation of telecommunication facilities. Orascom Telecom Bangladesh Limited (Banglalink) is a 100% owned subsidiary of Orascom Telecom Holding s.a.e., Egypt, (OTH) in Bangladesh. It was acquired by OTH in 2004, and after a complete overhaul and the development of a new GSM network, its telecommunication services were re-launched under the brand name Banglalink. When Banglalink began operations in Bangladesh in February 2005, its impact was felt immediately overnight mobile telephony became an affordable option for customers across a wide range of market segments.

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Banglalinks success was based on a simple mission: Bringing mobile telephony to the masses which was the cornerstone of its strategy. Banglalink changed the mobile phone status from luxury to necessity and made available communication to the general people of Bangladesh. This positive change, quite rightly attributed to Banglalink, has since become the corporate positioning of Banglalink and is reflected in the slogan making a difference or din bodol. Making a difference is a positioning that is reflected across everithing Banglalink does, be it through its products, services or CSR activities.

1.2 General Objective The general objective of the report is to describe and assess the Background of the company, Management/Human side of the business, Production and Marketing, Accounting and Finance, Business Environment.

1.3 Scope The focus of this report is on a business organization , a company that has been developed in Bangladesh under Orascom Telecom.

1.4 Methodology Data collection for the case has employed both primary and secondary sources, which include:

1.5 Sources Primary sources Interviews with project management Sr. Executive of the Customer Care Department & Complaint Management Executive of Customer Care Department

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Secondary Source Annual report 2009 Internet

1.6 Restrictions The focus of this report is to present a clear picture of . As a result, technical confidential data has been excluded. Also, due to company confidentiality a general overview has been provided rather than the detailed workings of overview of.

1.7 Ethics The ethical guidelines in completing this report include transparency and honesty in carrying out the study, timely data collection and compilation to finish the work within the deadline.

Chapter two Management/Human side of the business

2.1 Management team

Management Team

Managing Director and Chief Executive Officer Chief Financial Officer Chief Technical Officer Chief Commercial Officer Sales Director Customer Care Director

Ahmed Abou Doma Mohamed Hassan Osman Ahmed Fady Omer Rashid Arif Mehmood Malik Muhammad Arshad

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Human Resources & Administration Director Head of PMO & Supply Chain Regulatory and Legal Affairs Director IT Director

Tarek Beram Abdus Saboor Zakiul Islam Nizar El-Assad

Chief Executive Officer

Mr. Ahmed Abou Doma has been recently appointed as s managing director & CEO. Prior to joining, Mr. Ahmed was the marketing director of Mobinil, a subsidiary of Orascom telecom holding in Egypt. His achievements in the 5 years as director were numerous from maintaining market leadership against fierce competition from Vodafone and Etisalat to increasing market subscriber base to 19.7 million in November 2008 from 2.7 million in October 2003. Prior to joining Mobinil, Ahmed started his career in the information technology field where he held several positions with multinational firms such as IBM and datum ids. Ahmed brings over 15 years of solid managerial and commercial experience Mr. Ahmed has done IEP certification from Insead Business School and holds a bachelors degree from Cairo University, Egypt majoring in communication & electrical engineering. Chief Financial Officer

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Mr. Osman has been appointed recently as the new chief financial officer of . He joined on July 2005 as finance director and remained in this role till July 2006.

Prior to joining, Mr. Osman was revenue assurance & fraud director in oth. Mr. Osman has over 11 years experience in the telecom industry, where he held several management positions. He holds a bachelor degree in accounting from the Helwan University in Cairo. Chief technical Officer In Charge

Mr. Ahmed Fady is chief technical officer of , Orascom telecom subsidiary in Bangladesh, prior to joining , Mr. Fady was the NOC manager of Djezzy, a subsidiary of Orascom telecom holding in Algeria where he responsible leading the core department. He also worked for other multinational company in various positions from October 1996 to January 2002. He holds b.sc engineering in electronics & communications from Cairo University in 1996. Chief Commercial Officer

Mr. Omer Rashid joined in October 2004 & prior to this, he spent four years in Mobilink (Orascom Telecoms operation in Pakistan) where he was looking after Marketing Strategy and Planning. Before joining the OTH team in 2001, he managed the Nescafe brand in Nestle for more than one year. He also has over 4 years experience in the engineering R&D sector. Mr. Rashid holds an MBA from IBA (Lahore, Pakistan) and has a degree in Engineering. Sales Director

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Arif Mehmood Malik joined as the Sales Director on February 2007. Most recently, Arif has been serving with Mobilink as Ragional Director, Sales & Distribution. Arif possesses working experience of over 20 years out of which he has worked in the cellular industry for a number of years in the fields of Customer Services, Sales, Retail & Distribution. He has won numerous performance awards including multiple awards in the category of Top Performance Region across Pakistan. He holds a Bachelors Degree in Computer Science. Customer Care Director

Muhammad Arshad joined in October 2006. Prior to joining , Arshad was the Director Quality Assurance & Traning and Churn Control in Mobilink (Orascoms subsidiary in Pakistan) and before that he was the National Manager Customer Operations in Paktel. Arshad holds an MBA from IBA (Lahore, Pakistan) and a Business of Science degree in Mathematics & Physics.

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Human

Resources

&

Administration

Department

Tarek Beram joined the team of tigers with background in several renowned multinational firms. Coming from Cadbury Schweppes, he was managing the organizational development function and prior to that he was managing various hr roles in the British supermarkets chain Sainsburys. He started his career in Americana group which manages major fast food chains in the Middle East. Tarek was also playing basketball as a professional for 12 years and was a member of the Egyptian national team. Tarek is holding a masters degree in international business administration from ecole superior libre des sciences commercials appliqus, Paris, France. Head Of PMO & Supply Chain Mr. Saboor has been appointed recently as the head of pmo and supply chain of . He joined on June 2005 as customer care project manager. prior to joining , Mr. Saboor was deputy manager, customer care department, Grameenphone. Mr. Saboor has over 8 years experience in the telecom industry. he holds an MBA degree from University of Dhaka and majoring in finance. Regulatory Affairs Sr. Manager

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Mr. Zakiul Islam heading legal & regulatory affairs joined as senior manager of regulatory affairs. Prior to joining , he worked in Warid telecom as head of project management department with the responsibility of timely roll out of network throughout the country. Mr. Islam has had over 10 years experience in the telecom industry and previously has also worked extensively in the manufacturing industry. Mr. Islam has graduated from Bangladesh University of Engineering & Technology (BUET) and holds a degree in Electrical & Electronic Engineering.

Infrastructure & Operations Sr. Manager

Mr. Assaad joined on November 2004 as senior manager of it infrastructure & operations. Prior to joining, Mr. Assaad co-founded Anzima cooperative solutions in Beirut, Lebanon. Anzima is an IT solution firm which provides state-of-the-art it solutions. He has worked in this company for almost 10 years. Mr. Assaad holds a Bachelor of Engineering Degree in Computer and Communications from the American University of Beirut in Beirut, Lebanon.

2.2 Development of people Banglalink have successfully implemented business driven comprehensive training programs. The benefits of this huge effort are multidimensional. Their training programs have brought about an enormous improvement in knowledge and skills on the way of doing businesses as well as of core functional skills. Additionally through their training programs, they have created more enthusiastic, communicative and energetic work atmosphere for our people.

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2.3Training Information 2009 Total No. of Trainings: 141

Total International Trainings Total no. of Local Training Total Training Man-hour: Total No. of Participants:

26 115 21914 1012

In addition, they have sent 5 potential employees from Technical, Commercial and Finance department to Talent management program organized by OTH. The objective of this initiative is to identify and develop a cadre of management talents from OTH and its subsidiaries to support the achievement of OTHs aggressive growth plan as well as to prepare them to face future business challenges. It is a 2-year long program which starts from 1 March 2009. Apart from that, Banglalink library has been set in Tigers Den with all the latest management books and journals in order to promote learning cultural throughout the organization.

2.4 Performance Management In Banglalink, the performation management process starts with setting individual goal at the beginning of the year and is completed by evaluating the performance after the completion of the business year. This process is directly linked with individual bonus, salary increase and promotion. Banglalink have completed this process successfully in 2009 and a total of 168 high performers have been recognized by giving promotions.

2.5Competitive Compensation Management Banglalink always try to be updated about the market competitiveness of their pay structure. Towards that direction they keep their eyes and ears open to gather information from different channels to benchmark.

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The contributory provident fund has been introduced in March 2009. This is one of the major long term benefits for the permanent employees of Banglalink. To cope up with changing business needs, they have implemented Transfer Allowance for the employees to cover their transportation expenses and accommodate disturbances in case of regional transfers. In addition, the Travel Policy has been updated in line with present business requirements. Apart from that, the implementation of sales incentive for temporary staff further expedites the motivation of sales employees to achieve their targets. 2.6 People involvement activity Banglalink organized Family Day Program for all employees and their family members. It was a massive gathering as a total of 3,581 employees and their family members attended the function in four different vibrant venues of the country. The main goal of the family Day Program is to improve team and family spirit among employees. As a part of other activities, Inter-department Soccer Tournament has been arranged, where 12 teams from different departments participated and Access Network Department became the Champion and Accounting and Finance Department became Runners Up.

2.7 Employee Communication First of all, a comprehensive Induction Program is organized twice a month for new recruits. The objective is to communicate the key information related to Banglalink vision, mission, and values as well as to orient them about their HR policies, procedures and practices. As a part of maintaining communication with the employees on a regular basis, Banglalink organize several Extended Management Meeting for managers and above. The objective is to share the status of the business and key strategies. Apart from that breakfast meetings with CEO and HR and Admin Directed are also organized where all levels of employee get the opportunity to interact in an informal way.

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2.8 HR Automation Banglalink has introduced HITS-HRIS systems for its employees from early 2009. The system records basic demographic, address data, new joiners, training and development, vacation and attendance, compensation records and other related activities. As a part of the implementation process, HITS-HRIS has been introduced to all permanent employees with features like profile, Change of Status, Payroll, Objectives and Appraisal etc. 2.9 Banglalink Customer Care Promising the best service Banglalink, being the second largest mobile operator in Bangladesh, continued making the difference in the year 2009 with a high quality of Customer service. Banglalink Customer Care had become a new era in the field of customer service; with a massive campaign Kotha Dilam-Banglalink Customer Care Banglalink has reached to new heights of customer service and created a positive impression in their customers mind To satisfy over 10 million subscribers, Banglalink Call Center has been upgraded into a new state-of-the-art system with Avaya Call Center solutions where they are now serving over 50,000 customer queries everyday. Banglalink ensures the quality of service and fulfills the demands of customers and has created a very positive impact in the mobile industry. In 2009, Banglalink has increased its customer Service presence and visibility all across the country: having over 1,076 Customer Care Touch Points in various parts of Bangladesh. Banglalink customer care was at the frontline in year 2009 in creating personalizing segment. A group of well trained and dedicated credit monitoring teams presence was there to serve these high value customers in terms of their payment clarifications, reminders, billing queries etc. Banglalink customer care also played a major role in business development and customer retention. A dedicated team of Enterprise relation managers were there to serve a large number of corporate and high value customers. An experienced research team has assisted the company to be aware about the market pulse and voice of the customer of Banglalink and its competitors, enabling precision product design and effective communication strategies . Banglalink customer care has been maintaining Customer Satisfaction Index (CSI) at more than 90%, measured both in-house and out-sourced which is an industry standard and translating the message that the customers are highly satisfied with the service quality.

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With differentiation factors like customer turn around time less than 10 minutes at all front end touch points, one call service at call center, largest customer service network across the country and many more, Banglalink customer care promises to continue to deliver a high quality service all the time.

Chapter Three Production and Marketing

Pre-paid packages Prepaid is a system where someone pay for his phone calls in advance. Prepaid gives the freedom to use mobile within budget. it is an excellent way to control expenditure. The products, Banglalink prepaid has network mobility feature which helps a subscriber to move everywhere where Banglalink has its coverage. Key features of Banglalink pre-paid

No monthly subscription fee Lifetime validity for all the prepaid customers who recharged after february 23rd 2007

Banglalink advance: advance credit feature in case of low balance There are different Pre-paid products of Banglalink having different facilities.

Banglalink Desh Banglalink Desh Ek rate Banglalink Desh Rang Dhanu

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3.1 Banglalink Desh Banglalink entered the market with a promise of making mobile telephone affordable for people.

Banglalink "Desh" was launched in September 2006.

Banglalink Desh is one of the best prepaid packages for making calls to any network in any time. Tariff plan of Banglalink Desh 9 am - 5 pm 5 pm - 12 am 12 am - 9am call rate Banglalink to Banglalink tk. 0.69/min tk. 1.25/min tk. 0.45/min

Banglalink to other mobile tk. 0.69/min tk. 1.45/min tk. 0.99/min fnf rate (3 fnf to any operator) Banglalink fnf number tk. 0.45/min

Other operators fnf number tk. 0.99/min sms rate Banglalink to Banglalink tk. 0.75/sms

Banglalink to other mobile tk. 1.00/sms

Some key features/benefits of Banglalink Desh, Banglalink Desh ek rate, Banglalink Desh Rangdhanu 1. Bonus on incoming Now customers can enjoy 20% bonus by having minimum 50 incoming minutes from other operators mobile in a month. the bonus will be given in the form of sms and minutes equally. the 20% bonus will be awarded based on previous months incoming calls from other mobile operators .Bonus minutes can be used to call any Banglalink number (excluding fnf) and bonus sms can be used for any Banglalink number. All prepaid customers (Banglalink Desh,

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Desh rang, ladies, first!) and Banglalink postpaid, Banglalink business and Banglalink sme customers can enjoy these bonus minutes. 2. Lifetime validity Lifetime validity on prepaid account gives a customer the benefit of receiving incoming calls and staying connected forever. 3. E-isd facility One can call to 55 countries from your connection at economy rate to call at economy rate one have to dial "012 + country code + area code + desired number". 4. 3 Fnf numbers to any operator Banglalink Desh offers 3 fnf numbers to any operator. Customers can talk to their fnf numbers at a lower rate than regular calls. Fnf numbers can be set/changed in the following ways: A. Register through calling (ivr)

Just call to 123 and follow the instruction . Friend and family number will be activated instantly. One can also change the friends and family number up to 13 times instantly (free of charge) .

b. Register fnf through sms

Sms sent to: 3300 Request sms: sms syntax details 019xxxxxxx simply have to write desired fnf number and send to 3300. mobile number with country code (880 or +880) will also be accepted

purpose To set new fnf

To check existing ff fnf

Simply have to write ff and send to 3300

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To change existing 019xxxxxxx Have to write ch and send to 3300 fnf To remove existing rem fnf For help

Have to write rem and send to 3300

help

simply have to write help and send to 3300

Any request through sms, except help request, will take 24 hours to be processed . Subscribers can change fnf 13 times a year without any charges and tk 25 will be charged for every changes after that.

Sms

to

3300

will

be

free

of

charge

(tk

0.00/sms)

3.2 Banglalink Desh ek rate Through the name of the package one can easily understand that from this package a customers can enjoy a single rate of tk. 0.87/min to any number 24 hours a day. This offer is specially targeted towards those customers who want same call rate throughout the day. Product details

Customers can enjoy tk. 0.87/min tariff - all day long to call to any operator (including fnf) .

60 sec pulse applicable . Migrated customers will enjoy all the features and promotions (except for the tariff rates ) that are available in Banglalink Desh package.

3.3 Banglalink Desh Rangdhanu Banglalink has once again hit the market with another exciting offer named rangdhonu. With this package, Banglalink customers will be able to talk for half an hour by paying for only 5 minutes Product details

Under Rangdhonu package, whenever a call will be connected to any Banglalink number during 12.00am-5.00pm, tk.1.50/minute will be charged per minute during

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the 1st five minutes. From 6th to 30th minute, the call will be free of charge. Similarly, from 31st to 35th minute, the tariff will be tk. 1.50/minute and from 36th to 60th minute, the call will be free of charge.

All the above charges are exclusive of vat . 60 second pulse will be applicable for this tariff . Special tariff of rangdhonu package will be applicable for calling to any Banglalink numbers (including fnf) from 12am to 4pm .

3.4 Banglalink Desh 7fnf Banglalink launches a new package with 7 fnf numbers to any operator. any prepaid customer can migrate to the new Desh package by typing reg and sending sms to 2000.This is the most recent Pre-paid package of Banglalink. The call charges of this package are: time 0900 to 1700 to any operator 1700 to 2400 to any operator 2400 0900 to Banglalink number to other operators 2400 1700 to Banglalink fnf number to other operators fnf number 1700 2400 to Banglalink fnf number to other operators fnf number Sms charge to Banglalink number to other operators fnf number per minute call charge 0.99 1.15 0.45 0.99 0.45 0.99 0.45* 0.99 0.75 1.00

Existing Desh package and its call charges will remain unchanged . All the other prepaid packages will remain the same . 60 seconds pulse will be applicable .

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Customers can deregister and go back to their original package by typing d and sending sms to 2000.

Migrated customers will enjoy all the features and promotions (except tariff) that are available in Desh package .

Registration and deregistration request will be effective with 48 hours of sending sms request .

Post-paid packages At Banglalink, they understand that everyones needs and usage patterns are unique. This is why they believe in giving choices so that one can pick what he needs. Rather than offering the same solution as everyone else, Banglalink postpaid packages are tailored to serve exact purposes and to give the best value for money. Banglalink offers three post-paid packages

Banglalink post-paid Banglalink business Banglalink sme

3.5 Banglalink post-paid Benefits of postpaid packages

Lowest call charges . 1 second pulse . Up to 4 fnf to any mobile operator with a very low tariff . 20% bonus on incoming calls . Up to 15% monthly loyalty discount on airtime . Up to 2 supplementary connection with very low group talk rate . Low monthly line rent, which is waived based on usage. Hassle free bill payment through i top up . Economy isd call charges (012) to 55 countries . Gprs and Mms service . International roaming . International sms .

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Smart services like amar tune, power menu, missed call alert, news alert, yellow pages, and many more .

Key highlights of Banglalink postpaid Banglalink postpaid is a standard postpaid package with local, nwd, isd and e-isd connectivity. It offers very attractive call rates, a range of packages and value added services designed to make life simpler. Dedicated customer care line: 121 is a dedicated customer care line number which caters to all inquiries round the clock. E-isd: One can make isd calls at economy rates. To make an e-isd one have to call, dial 012 + country code + area code + telephone number. 1 second pulse: reduce your expenses further with the 1 second pulse facility to other Banglalink numbers. So your bill will be exactly according to your usage. Bonus on incoming: Banglalink is the only operator that offers bonus on incoming for postpaid connections. One can enjoy 20% bonus minutes and sms on total incoming calls. International sms: One can send sms to mobiles within Bangladesh as well as around the world. Free voice mail retrieval: With Banglalink postpaid your voice mail retrieval is absolutely free. Packages and call charges Banglalink postpaid package 1 offers

Exemption of line rent if bill exceeds tk 500 . Duplicate dial: One can keep the last 6 digits of his existing number same when taking a Banglalink postpaid connection .

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Free 10 mb gprs every month . Free missed call alert service. Free 100 sms with the new connection. Free dedicated customer care line (121).

Supplementary connection:

All subscribers of postpaid package 1 can avail two supplementary connections with low connection fees, reduced monthly fees and attractive group call & sms rates .

Special group talk rate of tk 0.25/min and tk 0.25/sms between the 3 connections (including the original connection)

Free 10 mb gprs every month . Postpaid package 1 and its attractive call charges and other facilities are applicable .

Call & control package offers.

Option to recharge through scratch card/itop-up. An easy solution to track of your monthly expenditure. Special loyalty discount program. postpaid package 1 supplementary connection tk 50 call control &

Line rent Minimum commitment

tk 100 -

outgoing call charges to Banglalink numbers 9am - 5pm 5pm - 12am 12am - 9am tk 0.99/min tk 1.25/min tk 0.45/min tk 0.99/min tk 1.25/min tk 0.45/min tk 0.99/min tk 1.25/min tk 0.45/min

outgoing call charges to other operators 9am - 5pm 5pm - 12am 12am - 9am fnf rates tk 0.99/min tk 1.25/min tk 0.99/min tk 0.99/min tk 1.25/min tk 0.99/min tk 0.99/min tk 1.25/min tk 0.99/min

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Number of fnf 24 hours call charge to

4 tk 0.45/min

4 tk 0.45/min

3 tk 0.45/min

Banglalink fnf 24 hours call charge to other operators fnf sms rates Sms rates to Banglalink and other numbers Sms rates to fnf numbers pulse To Banglalink numbers

tk 0.79/min

tk 0.79/min

tk 0.79/min

tk 0.75/sms tk 0.50/sms

tk 0.75/sms tk 0.50/sms

tk 0.75/sms tk 0.50/sms

(excluding fnf) To other operators numbers (excluding fnf) To fnf Fnf

1 sec

1 sec

1 sec 30/15/15 sec 60 sec

30/30/15 sec 60 sec

30/30/15 sec 60 sec

With Banglalink postpaid package One can enjoy talking at a much lower call rate to his fnf numbers from any mobile operator. Loyalty discount

One can reduce his mobile expenses through loyalty discount program. The monthly loyalty discount amount is calculated based on the length of stay with Banglalink and usage per month as shown the following table: monthly outgoing voice calls (excluding btcl charge, length of stay with roaming and vat) tk 401 - 1500 more than 2 years 10% tk 1501 - 3000 12% 10% tk 3001 + 15% 12% Banglalink

less than 2 years, more 8%

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than 1 year less than 1 year 7% 8% 10%

This means the longer one has stayed with Banglalink, the more discounts he will receive. The loyalty discount is the way of expressing gratitude toward one, because loyalty means that Banglalink is preferred and trusted mobile operator. A customers length of stay with Banglalink will be calculated starting from the date of activation of service with Banglalink. For postpaid package 1 customers, the discount amount will be adjusted with their monthly bill. For postpaid call & control customers, an amount equivalent to the discount will be uploaded every month to their accounts. 3.6 Banglalink business About Banglalink business Regardless of the industry or size of the business, the aim is the same - growth Speedy and reliable information flow is crucial to business. With this in mind, Banglalink would like to welcome everyone to the world of Banglalink business. Banglalink business is the telecom solution for businesses that understands everyones needs and offers customized communication solutions to help business grow faster. With Banglalink business ones company will be assigned a dedicated relationship manager who will provide personalized assistance round the clock.

Special benefits of Banglalink business

Customized price plans and packages to meet specific needs . No security deposit for initial start-up and international roaming . Free itemized bill. Discount on connection fee .

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1 second pulse . 20% bonus on incoming . Customized credit limit. Smart business tools like internet, missed call alert, business sms broadcast, business short code, free voice mail retrieval and more .

Convenient bill payment options . Sms ang gprs roaming facility . International sms facility . Other value added services will be available as well.

Dedicated customer care With Banglalink business they come to everyone. Their customer care is personalized to suit customers needs best. They go with the extra mile so that customers can have the best possible service. They assign a relationship manager (rm) who will be dedicated to provide personalized assistance round the clock. Banglalink relationship manager will instantly attend to all of the customer inquiries including the following:

Product information. Subscription and information on value added service. Clarification of bill. Replacement of lost/broken/stolen sim card. Change of subscription type- package migration. Coverage information. Handset information.

Special value added services Vehicle tracking: Ntrack: Monitoring and safeguarding any vehicle is now possible sitting at office .Ntrack vehicle tracking system is a state-of-the-art service which enables anyone to track a vehicle or a fleet

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to ensure better security of vehicles by reducing auto theft which is an alarming issue these days in major metro areas. With this service, One can even switch off car from a remote location. All need is a gprs enabled handset and a Banglalink data package to go to internet and one can monitor the vehicle live. Banglalink phone backup: Banglalink phone backup is a service that safeguards all data of a mobile phone including contacts, calendar & tasks, sms, photos, videos and audio. the phone backup service copies mobile phones data in a secured manner to Banglalinks phone backup system, and also enables to restore the saved data on phone (new / existing) whenever anyone change his phone or in case lose the data accidentally. Missed call alert service: Now one can get updates of all calls he has missed when phone was switched off or unreachable. Banglalink business missed call alert service keeps records of those calls and sends sms with details of the calls that had been missed. So now one do not have to worry about missing any important calls even when his phone is switched off during a flight. Banglalink internet: Now one can enjoy the power of internet on his mobile. With Banglalink business gprs one can send and receive e-mails and mms, browse the internet or download contents through his mobile.. Call block: Now one can block all the annoying callers by subscribing to Banglalink call block service. Blocking the first 10 numbers are for free to subscribe, sms sub to 8181. Call conferencing: Call conferencing enables to have quick discussions with 3 or more persons simultaneously. It is a great way to conduct business while someone is on the move. Voice mail: When mobile is busy or switched off Banglalink business voice mail serves as answering machine. Callers can leave a message. One can retrieve those messages any time later and retrieval is absolutely free.

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Stock info: Banglalink introduces stock info service which brings live stock market information of Dhaka and Chittagong stock exchange. It is a mobile phone based application. Anyone who has a java enabled handset can easily enjoy the service. To avail the service need to write sub and send sms to 6464 . News update: News update is very easy to attain now in Banglalink connection. Just have to dial 4141 for Rtv news, 2010 for Atn news, 2324 for Bd news, 5676 for Boishakhi news, 1616 for Banglavision news, 2626 for Channel i news, 5959 for Channel 1 news, 2021 for Etv news, 2345 for Ntv news and 2221 for Prothom Alo news. International roaming: Banglalink business allows to use own mobile phone when traveling around the world. One can enjoy wireless service in nearly 400 operators in all major country of the world. Stay connected with your family, friends and business contacts even while traveling across the world. Banglalink enterprise customers can enjoy international roaming without any security deposit. business sms broadcast:

One can reach to all his employees, customers and channel partners at one go by sending just one sms. With Banglalink enterprise sms broadcast, one can now send sms to hundreds pf people under any operator within few seconds. Just have to type the message on pc, choose recipients and send at once let business run on fast track. 3.7 banglalink sme Banglalink sme now offers attractive tariffs and the complete package customized to suit the needs of the small and medium enterprises. It is a very simple package that will help business flourish by minimizing the cost of communication. The salient features of banglalink sme are

Flexibility to choose from 2 packages: Banglalink sme postpaid and Banglalink sme call & control .

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Best call rates during business hours Attractive evening hours call rate Best rates in 4 fnf 20% bonus on incoming calls from other operators. to enjoy,have to go to message option, type bo and send sms to 2007.

1 second pulse to banglalink numbers Upto 20% bonus/discount on usage every month.

Benefits of banglalink sme postpaid

Zero connection price, only security deposit required in taking a new connection . 10mb free internet every month with which one can send or receive e- mails and browse the internet from Banglalink mobile.

50 free minutes and 50 free sms per month which can be used to any Banglalink number 24 hours a day .

Waiver of monthly fee if monthly usage exceeds tk 400 . Only tk 50 monthly fee .

Benefits of banglalink sme call & control

Attractive connection price and special start up offers . Easy account recharge through scratch card or itop-up . Zero monthly fee.

Bonus on usage Banglalink sme postpaid and Banglalink sme call & control customers can now enjoy upto 20% discount /bonus on their monthly mobile usage (excluding isd and eisd) as per the following table:

monthly usage tk 150 - 250 tk 250+ - 500

bonus /discount 10% 15%

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tk 500 +

20%

Banglalink sme call & control customers can use the bonus talktime to any Banglalink number (excluding fnf) 9am 5pm. For Banglalink sme postpaid customers discount will be applicable for calls made to any Banglalink number (excluding fnf) 9am 5pm.

3.8 Introducing post-paid unlimited bundle For the first time in Bangladesh, Banglalink has brought post-paid unlimited package in the market. Banglalink has always tried to cater to the needs of different segments with customized solutions. In line with such efforts, post-paid unlimited package is a unique offer aimed at the highly discerning customers who want more than what is currently available in the market and who do not want to worry about per minute cost of cell phone. Currently there are no special offers or packages that are catered to the high revenue generating individual customers. This package includes unlimited talk time, unlimited sms and unlimited internet the most relevant needs of post-paid customers.

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Offers

Post-paid customers will be offered a package of 3000 minutes to both on-net and off-net (excluding private pstn, btcl, isd, eisd) and 5000 on-net sms, and 200 mb internet, against a package fee of tk.2000 (excluding vat).

Package minutes and sms can be used for 24 hours . Validity of package minutes, sms and internet will be bill cycle bound Customers cannot carry forward the minutes and sms as the validity of the minutes and sms will be bill cycle bound.

After the consumption of the free 3000 minutes, customers will enjoy flat rate of tk.0.65/min tariff with 60 second pulse .

Bundle minutes, sms and internet will be billed on a prorated basis.

details

There is no package price only tk. 2,500 will be taken as security deposit. Credit limit will be 100% of security deposit. Customers can migrate to the unlimited package by increasing their security deposit to tk. 2,500 if it is below tk. 2,500 or automatically if it is already tk. 2,500 or higher.

Migration fee of tk. 58 as per usual practice will apply. Migrations will be allowed only during bill cycle dates. Unlimited customers can add supplementary connections as per normal practice. Loyalty discount is applicable to unlimited customers as per normal practice. Telesales discount is not applicable for these customers. New customers will be placed under 31st bill cycle. Auto debit is the most convenient method of payment and should be encouraged in order for the customer to remain connected at all times.

Care line can inform customers of the unused sms/minutes/internet but it will not be real time.

Migration to only package 1 will be allowed. other migration scenarios will be

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reviewed and decided upon in future.

Chapter 4
Accounting andfinancial system of Banglalink Bangladesh Ltd: Strength 1.Low cost provider regarding its competitor. 2.Banglalinks all connections are ISD & EISD. 3.Banglalink is the only indigenous company using GSM service. 4.From the very beginning it is providing free TNT incoming & Outgoing. 5.It has also provided incoming facility up lifetime. 6. Moreover its contribution to our economy can be notable. 4. 4. Banglalink does follow aggressive marketing but it should follow smooth strategy. 5.Banglalink faces coordination problem of Management system. weakness 1. The progress of development of network is far below from the subscriber

expectation. 2. Lower number of human resource. 3. Failed to identify difference between developed market. market and developing

Opportunities 1. Banglalink can use the image of multinational organization. 2. Introduction of new technology and services. 3. Expand the market in the rural area. 4. Banglalink can use the experience strong network facilities. 5.Banglalink can use soft switch network,

Threats 1. An upcoming mobile service provider named WARID TELECOM a concern of Dhabi group and present market rivals.

2. The invention of technology which is new modern and consumer oriented. 3. Another invisible threat is land phone operator.

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Figure : SWOT of Banglalink

4.1 Analysis of Strengths: Banglalinks all connections are ISD & EISD: Its a big strength of Banglalink. Its 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 Banglalink Bangladesh ltd over its respective competitors. Banglalink is the only indigenous company using GSM service: Banglalink is the only local organization which is providing GSM technology in this country. The other local organization named pacific telecom is providing CDMA technology which is more expensive. So Banglalink can take this advantage over its competitors. It has also provided incoming facility up to lifetime: Banglalink have a strong strength over its competitors incase of incoming facility. Banglalink present incoming duration is up to lifetime. From the very beginning it is providing free TNT incoming: Banglalink 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

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company Banglalink have a strong contribution in our national economy. Its one of the high profit generating in Bangladesh. Low cost provider: The most remarkable success of Banglalink is the slump in tariff structure. It is the lowest cost provider in Bangladesh telecommunication market. As soon as Banglalink announced its tariff the long lasting oligopoly between other private mobile providers were shattered. Healthy competition came into the mobile market.

4.2 Analysis of Weaknesses. Lower number of human resource: The number of employee of Banglalink 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: Banglalink failed to identify the difference between developed market and developing market. There strategy making is not match with the current situation.

Weak management system: poor coordination among different functional department of Banglalink as result service efficiency goes down. 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 Banglalink should use the GSM network facilities; as a result Banglalink can cover the most of the area of Bangladesh.

4.3 Analysis of Opportunities Banglalink can use the image of multinational organization: People want to better

facility from service industry. So Banglalink can use such kind of soft corner of consumers and promote the service to them. Introduction of new technology and services: Banglalink can implement new and consumer oriented technology in this sector. Because people have inclination to new

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and modern technology. Now a days people are ready to accept the new thing. 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 Banglalink can bring that respective area under coverage and catch those potential consumers. Banglalink can use the experience of multinational one of the old and experience organization in Bangladesh telecommunication sector. They have special experience about the consumer behavior of Bangladesh. They know about the consumers need and want. Banglalink 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 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 Banglalink can use this technology and practice competitive advantage over rivals.

4.4 Analysis of Threats An upcoming mobile service provider named WARID TELECOM a concern of Dhabi group: At present Bangladeshi mobile sector is almost saturated , after that a new company named WARID is going to starts its operation in Bangladesh which going to become a big threats to Banglalink and other operators. The invention of technology which is new modern and consumer oriented: Technology is changing with day run. It changes the consumers 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 Banglalink and others. Another invisible threat is land phone operator: In Bangladesh land phone operator is

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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 Banglalink.

Chapter five Business Environment

5.1 Corporate Social Responsibility As a new company, Banglalink realizes the need to contribute to society & make a difference in the lives of others. From the beginning, Banglalink undertook several projects that were innovative & pioneering in generating awareness towards specific causes. Banglalink focuses on building up a positive image amongst the people by consistently undertaking or engaging in activities aimed at making a difference through the process of change & betterment. Banglalinks CSR focuses on contributing to the Bangladeshi society as a responsible corporate citizen. It believes in developing a positive image amongst the people & the government as a consistent contributor to the countrys development & its social welfare. In line with these objectives, the major CSR platforms where Banglalink operates are tourism & post disaster rehabilitation. Banglalink also participates in short term need based activities such as branding of the ZIA International Airport. 5.2 Tourism Tourism is a sector that has a proven track record across the globe in changing a country phenomenally. It has far reaching impacts on the economy, infrastructure, education & employment. With these objectives in mind, Banglalink came forward & partnered with

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Bangladesh Parjatan Corporation (BPC) to patronize this sector so that attention & subsequent concrete steps by all quarters could be taken to develop the tourism potential of Bangladesh. Several activities were initiated & a year-long activity calendar was developed in order to promote the potential of Bangladesh as a possible tourist destination. One of the major milestone projects that Banglalink carried on throughout 2008 was exclusively promoting Coxs Bazaar sea beach in the New7Wonders of Nature Campaign, the first & only company in Bangladesh to enjoy the official nominee status. A nationwide campaign was carried out throughout 2008 to promote the theme change is in your hands & to vote for Coxs Bazaar. This particular campaign was instrumental in maintain the overall standings of Coxs Bazaar throughout the year & attracted huge participation from all over the country. The Fascinating Bangladesh launch (Country Branding), the Kuakata Shagor Uthshab & the observance of the International Coastal Cleanup day were the other important activities that Banglalink undertook in the tourism platform. Banglalink also initiated & manages a unique project regarding environmental awareness through the inception of the Coxs Bazaar beach cleaning program. Over the years, this call to action initiative of Banglalink received much appreciation from all quarters in successfully managing part of the longest natural se beach in the world, an emblem of international accolade for Bangladesh & the major tourist attraction of the country. When unmanaged, littering was slowly turning this pristine natural beach into an environmental disaster. Through Banglalinks efforts, an organized project was initiated, aimed at keeping the beach clean & generating consciousness amongst the millions of tourists who visit this beach every year. Banglalink employs a group of monthly paid workers from the local community to clean the beach twice a day, every day. Additionally, a number of waste bins installed on the beach by Banglalink ensure that irresponsible littering is managed. This project continues till date & the beach is a cleaner one today because of the concerted efforts of all. 5.3 Post-disaster rehabilitation Bangladesh is a nation fraught with natural disasters such as floods, cyclone & drought. During all national calamities, Banglalink has always been the forerunner in standing beside the affected. When SIDR hit the southern part of Bangladesh, Banglalink was amongst the first companies to coordinate relief activities by delivering food and other basic necessities through the active participation of company employees & government agencies. The two large scale Desh Music Fest concerts at Kamlapur stadium, Dhaka & M. A. Aziz Stadium, Chittagong, contributed immensely in raising funds for the affected along with generating

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massive public awareness. Together with the SMS donations, all these activities generated a total of BDT. 3.7 million For the SIDR affected people. The CEO of Banglalink, Mr. Rashid Khan handed over the cheque to the Honorable Chief Advisor who greatly appreciated and thanked Banglalink for its efforts. The Chairman of Orascom, Mr. Naguib Sawiris donated a fund of half a million dollars or around BDT. 35 million to rebuild houses in Southern Bangladesh for people who were affected by SIDR. Aptly named Din Bodoler Gram, the project has been initiated in Bagerhat where Banglalink will be building an ideal village comprising of cyclone-resistant houses, including schools & mosques for the inhabitants. Banglalink with the help & cooperation of the Ministry of Land has undertaken this project to construct durable concrete houses in a village in Bagerhat (one of the SIDR affected areas), which will accommodate about 140 families. Conceptually, the village is a replication of the governments Adarsha Gram model but with more modern constructions designs and materials. The project is expected to be complete in 2010. In time of natural disasters, Banglalink stood steadfast in aid of the distressed. Banglalink continually participated in generating funds during the floods through several innovative fund-raising activities. 5.4 Short term need based activities The activities are based on Banglalinks supportive role taking into consideration the various needs of society. One of the landmark projects initiated & managed by Banglalink was the infrastructure enhancement project at Zia International Airport (ZIA), the gateway to Bangladesh. As part of the need to modernize the international airport of the capital city through millions of people travel, basic passengers facilities were upgraded to the levels of modern airports. The major contributions included donating some 1,500 passengers trolleys, installation of phone booth facilities fully operated & managed by Banglalink, beautification boards, quality direction sign ages & other aesthetically decorated beautification areas, all offering better facilities for passengers & visitors. Banglalink undertook special initiatives to support & equip the Metropolitan Police forces in several important cities in order to manage traffic. Banglalink donated traffic aid materials such as road cones, umbrellas & reflective jackets which helped equip the traffic police with modern functional aids. 5.5 Ongoing projects To promote Bengali heritage & culture, Banglalink is actively sponsoring major traditional festivities like Pohela Boishakh, Lalon Utsav, S.M. Sultan festival etc. All these prominent local festivals were lacking patronization & thus were getting organized in a weak manner.

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Banglalink has come forward as the major patron for these types of local festivals that promote the pride & heritage of Bangladesh. Each event is given an appropriate & festive look through colorful branding & decoration. It creates huge enthusiasm & excitement is created among the local mass. Because of the huge number of people visiting the event, it gets huge coverage in all the national newspapers & electronic media and thus Banglalink has been able to engage the corporate brand to broader audience all over the country.

5.6 Sponsors Boishakhi Utshav 1417 The 1st day of the Bengali New Year (Pohela Boishakh) which is celebrated on 14th April of every year is the biggest and most colorful cultural event for the people of this country. Usually on Pohela Boishakh, people spend much of the day attending festive events, visiting relatives, friends, and neighbors, eating special Bengali foods such as panta-bhat, hilsha, variety of pithas, etc. Boishakhi fairs are organized throughout the country where various traditional handicrafts, toys, variety of savory foods and sweets are sold. The fairs also provide entertainment with singers and dancers performing traditional boishakhi songs, different variants of bengali folk songs like- pala gan, kobigan, jarigan, gambhira baul, marfati, murshidi and bhatiali songs etc. Other attractions are puppet shows, merry-go-rounds & jatra. Similar to previous years, this year also, was proud to be associated with some of the most prestigious events of Pohela Boishakh across Bangladesh:

Dhaka: a concert at raju bashkarja (in front of tsc) was organized by Dhaka Bishwabiddalay Mukto Shahitto Sangskritik Sangha (dhamushas). Private television channel RTV conducted live telecast of the program.

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Chittagong: Pohela Boishakh program was organized by dc hill Chittagong. Private television channel ATN BANGLA conducted live telecast of the program.

Bogra: Pohela Boishakh program was organized by din bodol er moncho at temple road, saath rasta. Private television channel "Channel 1" conducted live telecast of the program.

Jessore: Pohela Boishakh program was organized by Jessore Udichi, at Jessore Pouro Uddan. Private television channel "Channel 1" conducted live telecast of the program.

Barisal: Pohela Boishakh Mela was organized by barisal udichi shilpogosti at bm school field. private television channel "channel 1" conducted live telecast of the program.

khulna: pohela boishakh program was organized by khulna university at khulna university campus. private television channel "channel 1" conducted live telecast of the program.

shylet: pohela boishakh was organized by sruti, shylet at blue bird school & college field, sylhet. private television channel "channel 1" conducted live telecast of the program.

5.7 sponsors jagoroner gaan Music, poetry and other forms of art have directly or indirectly played an integral role ever since man first raised his voice against oppression, injustice and tyranny. Music is as important a part of Bangladesh and the Bengali speaking masses as is the history of revolution and nationalism in this land. in Bangladesh, these patriotic songs have a glorious history. in every step of our national movement, patriotic songs have inspired the mass people to fight against odds and achieve victory. "jagoran shangskritik charcha o gobeshona kendra" has taken the initiative to catalogue and preserve hundreds of revolutionary songs that have accompanied the history of the bengali speaking people. the first effort is, "jagoroner gaan", a compilation of six compact disks

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attempting to bring a selection of 71 timeless bengali compositions that have stood the test of time. Has contributed in this noble initiative by patronizing this project as the sponsor through their activities have always paid respect to the thousand year old heritage of bangladesh, the uncompromising attitude of the bengali people. s association with "jagoroner gaan" is in line with such continual efforts. channel i, prothom alo and radio abc was the media partner for the entire jagoroner gaan campaign. the launch of the "jagoroner gaan" album, which believes will inspire generations to come towards making a positive difference for bangladesh, was held in a day long festival at shikha chironton, sarwardi uddan, dhaka university on 12th december, 2009. Sponsored by, the event was organized by step media. After the official launch of jagoroner gaan, to inspire the new generation of bangladesh with spirit of these songs, in association with prothom alo bondhushova (a youth community of prothom alo) organized 14 "jago jagoroner gaane" titled concerts in various universities all around the country. Performances by prothom alo bondhushova performers were followed by artists from jagoron shangsthritikcharcha o gobeshona kendra in all the events. in order to complete a successful and effective campaign, on 26th march, 2010 organized a mega concert - jagoroner gaan er moha utshab - with artists from jagoroner shangsthritikcharcha o gobeshona kendro along with the leading bands of the country, to celebrate "jagoroner gaan", as a tribute to the revolutionary heritage of bangladesh through music, by creating a fusion with the songs from jagorner gaan and the current leading band songs of bangladesh. the concert was held in kamlapur stadium (beershrestho shahid sipahi md. mostofa kamal stadium), and featured diverse artists, ranging from jagoran shangskritik charcha o gobeshona kendra, haider hossain, maqsud and dhaka, Warfaze, Azam khan, Miles and LRB, has brought together the artists of jagoron shongskritichorcha o gobeshona kendro to inspire the future generation through these mass struggle songs that have inspired us in various testing times in the history and the music icons of the new generation who have been inspiring the new generation of Bangladesh for the last few decades with social responsibilities and nationalism.

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Has always been the market leader in driving value, firstly by making mobile telephony affordable and available to the masses, and continuing thereafter to build on the value proposition through innovative products and services that continue to make a difference in the lives and livelihoods of the people of Bangladesh.

6.1Findings of the Study There 1. 2. are Customer Customers some does are not important not get well-known findings, diversified about which are given SIM services below: packaging and tariff

corporate corporate

3. District level govt. & private offices have no idea about corporate facilities 4. Existing customers are facing problems of billing system

5. Existing customers are not happy to promotional campaign 6.Maximum subscribers face network problem. Its graph shows 65% corporate clients are not well satisfied with network facility cause they are agree with moderate. then 25% corporate clients are agree with better network bar and only 10% clients are agree with best network bar. So it proves that maximum subscribers are not satisfied with network facilities. 7. Customers want to get free hot line 24 hours service. It graph shows corporate clients want to get 24 hours hotline service 24%.Then free hot line service want to get 68% and only office time hot line service want to get 8%. 9. The basic desire of the customer is to improve the value added service and reduce the charge.. It graphs prove that maximum subscriber are not satisfied with value added service charge that for reason insufficient bar 78%. Then only few corporate clients are satisfied with value added service that for reason sufficient bar shows 22%.

6.2 Recommendations Banglalink Bangladesh Ltd. can follow various measures to overcome these problems. Here are some recommendations in this regard: 1. Banglalink corporate SIM packing must be different compare to other providers packages. 2. Corporate booklet must be necessary to inform about the corporate facilities. 3. Corporate proposal must be sent to the government or private offices at the district

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levels

through

market

coordination

officers

or

dealers.

4. They should improve the performance of the billing system in a quick manner. 5. Attractive promotional items are necessary to satisfy the corporate clients. 6. 7. 8. 9. Network Promotional Provide Corporate advertising free 24 tariff facilities must hours must be hotline be should necessary service lower for for than be corporate corporate other wide. package. clients. packages.

10. They should develop new competitive packages for the corporate customers. 11. 12. 13. Closed Should Increase user be group monitor the (CUG) the must value be needed and added for corporate better services. package. service.

existing

customer

provide

14. The complexity of the GPRS facility should be reduced Conclusion Banglalink Bangladesh ltd. introduce in 2005. When service came with lower tariff was the strong path to influence people about the new service. In that time Banglalink followed a smooth marketing strategy. Banglalink formed a cheap rate for the first time in Bangladesh. Banglalink maintains relation ship marketing policy as well. So that there sales volume is more then others. At a time Banglalink takes also better position in consumer mind by its quality, attractive tariff plan etc. I gather some essential information from my survey that has needed to improve in some sector like network coverage, marketing strategy, promotional activities, customer satisfaction etc. Finally it says that Banglalink estimates of life time relationship value accentuate the importance of retaining current customers. Banglalink provides proper information to their customer about new product or service. It is another good way to stay in touch and increase sales or get referrals. Banglalink offer discount for valued customer to maintain good relationship. Report on Customer Relationship Management in corporate sales of Banglalink is the part of our credit course of BBA Program. We learn so many things from this report about Banglalink Bangladesh its service nature, its distributors, retailers, consumers and its overall marketing condition in communication sector. This report will assist me to build up a better career in the job section

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Appendix Questionnaire of Survey on Corporate Customer Satisfaction of Banglalink. We are the student of BRAC University working at Corporate Division, Marketing Department of Banglalink. We need to survey to identify Corporate Customer satisfaction. You are one of the respective corporate users of Banglalink. You are cordially invited to participate in corporate customer survey. In this survey, approximately 100 corporate people will be asked to complete the survey that asks questions about corporate service. It will take approximately 10 minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for me to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact [Aakib sarwer Chowdhury] at

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[ 01670539420 ] or [Pronay sikder] at [ 01198169205 ] by email at the email address specified below. E-mail: omi_2888@yahoo.com, pronay105@hotmail.com

Date:.. Time:.

Full name of the organization: Employee name: Designation: Sex: Age: Contact number: E-mail address: Address Web site:

Questionnaire for Corporate Customers:

1) What is your expectation to Banglalink corporate tariff?

Page |l

o Competitive o Satisfactory o lower

2) What is your opinion about network facilities? o Moderate o Best o Better

3) What kind of service you expect from corporate package? o 24 hours hotline service o Free hot line service for 24 hours o only office time hotline service

4) What kind of promotional advertising essential for Banglalink corporate package? o Personal selling o Reference group o Corporate dealer

5) Which time slot you prefer to communicate for your business purpose? o Corporate hour o Off-peak hour o Super off-peak hour

6) Is the Customer Care satisfactory? o Yes o No

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7) Is the VAS sufficient for BL? o Yes o No

8) How much effective GPRS service in your business? o Better o not so good o best

9) Are you satisfied with GPRS unlimited service? o Yes o No

10) How much time per day, on an average do you spend to communicate in Corporate Hour?

11) What is your monthly average call volume?

o 150 - 300 minutes o 300 - 600 minutes o More than 600 minutes

12) Assuming corporate user, which service will you prefer? o Executive prepaid o Executive post paid o Professional prepaid 13) How long have you been connected with Banglalink corporate lines.

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14) Why did you prefer Banglalink corporate lines?

15) On average how many calls do you receive in a day? o 1-5 times o 5-10 times o More than 10 times

16) On average how many calls do you make in a day? o 1-5 times o 5-10 times o More than 10 times 17) Whats the average duration of your per receive call? o 1-5 minutes o 5-10 minutes o More than 10 minutes 18) Whats average duration of your per dial call? o 1-5minutes o 5-10 minutes o More than 10 minutes

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19) Banglalink one of the local mobile service provider how much it influence you in case of link with mobile phone technology? o Very much o Moderate o Not too much

20) Who is the main influencer of you to connect with a mobile operator? o Friends o Family members o Corporate dealers o Official

21) How much money per month (on an average) you spend for mobile service? o Less than 500 o 500 - 1000 o 1000 3000 o 3000 and over. 22) Are you satisfied with current call rate? o Yes o No

23) Do you rely fully on your mobile connection for internet browsing? o Yes o No

24) Can you really talk from any place to every where?

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o Yes o No o Yes, but sometimes face problems

Thank you very much for your time and support.

Acronyms

SIM - Subscriber Identification module ITU - International Telecommunication union GDP - Gross Domestic Product TMIB - Telecommunication Malaysia International Bangladesh PBTL - Pacific Bangladesh Telecom Limited SAARC - South Asian Association for Regional Corporation GSM - Global System for Mobile Communication BTRC - Bangladesh Telecommunication Regulatory Commission BTTB - Bangladesh Telegraph and Telephone Board. CUG - Closed User Group VAS - Value Added Service

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