OPA/MANL/0114/00/0002
Faculty of Business Administration
AMERICAN INTERNATIONAL UNIVERSITY –BANGLADESH (AIUB) INTERNSHIP AFFILIATION REPORT ON “Customer Complaint Management at Robi”
An Internship Report Presented to the Faculty of Business Administration in Partial Fulfillment of the Requirements for the Degree of Bachelor of Business Administration (BBA)
Supervised By Shama Islam Assistant Professor
Submitted By Nasa Asrafun 15-29692-2 Management Information System Date of Submission September 9, 2018
INTERNSHIP AFFILIATION REPORT ON
Customer Complaint Management at Robi ”
“
LETTER OF TRANSMITTAL
09 September, 2018 Mr. Roomee Tareque Moudud
FCMA, ACS, ACMA (UK) Director, Office of Placement & Alumni (OPA) American International University- Bangladesh (AIUB) Subject: Submission of Internship Affiliation Report
Dear Sir, I am glad to inform you that my work for the purpose of internship as per the requirement for the competition of Bachelor of Business Administration degree. I have completed the internship report on the topic of “ Customer Complaint Management at Robi”. I have achieved high range of knowledge while working on this report. Though there was some limitation and complexities but I have tried my level best to reduce those limitations with your help and your guideline. Since carrying on the internship activity on a regular professional environment, I tried my best to finish this study as per the university standards. I am really delighted to get the opportunity. I request you to accept this report and forward it for further evaluation. Yours Sincerely,
________________ ________________ Nasa, Asrafun
ID: 15-29692-2 Major: Management Information Syatem Program: BBA Faculty of Business Administration American International University- Bangladesh (AIUB)
Letter of Endorsement The Internship Affiliation Report entitled “Customer Complaint Management at Robi” Robi” has been submitted to the Office of Placement & Alumni, in partial fulfillment of the requirements for the degree of Bachelor of Business Administration(BBA), Major in Management Information systems, Faculty of Business Administration on September 9, 2018 By Ms. NASA,ASRAFUN NASA,ASRAFUN,, ID#1529692-2. The report has been accepted and may be presented to the Internship Defense Committee for evaluation. (Any opinions, suggestions made in this report are entirely that of the author of the report. The University does not condone nor reject any of these opinions or suggestions).
Shama Islam Internship Supervisor
Acknowledgement I would like to express my deepest appreciation to all those who provided me the possibility to complete this report. A special gratitude I give to my Internship supervisor , Shama Islam, whose contribution in stimulating suggestions and encouragement, helped me to coordinate my project especially in writing this report.
Furthermore I would also like to acknowledge with much appreciation the crucial role of the staff of Robi Axiata Limited, who gave the permission to use all required and the necessary materials to complete this internship report. Last but not least, many thanks go to General Manager of Robi Axiata Limited Mr. Imtiaz Ahmed who have invested his full effort in guiding the team in achieving the goal. I would also like to acknowledge with much of Robi Axiata Limited, appreciation the crucial information from Technology Department of Robi
those who gave the permission to use all required and the necessary information to complete the report. Many thanks go to those sources through what I had been able to gather all this information.
I have to appreciate the guidance given by other supervisor as well as the panels especially especi ally in our project presentation that has improved our presentation skills thanks to their comment and advices. Special thanks go to Kazi Saiful Islam Sajib (Project Engineer Non-Terminal, CCM team), Fahim Zaman Anik(Specialist, CCM team), Md. Abidur Rahman Nabil (Project Engineer- Terminal, CCM team) helped me to gather all necessary necessar y information and accomplish this report.
Executive Summary
Mobile phone Mobile phone is becoming a very common measure of telecommunication in Bangladesh. Bangladesh. The number of mobile user is increasing day by day. It is very attractive market for the mobile connection providers. Presently there are five companies in the market. Each is trying to maintain & increase their market share. Among them Robi is one of the leading company in this sector. It is joined venture company between Axiata Group Berhad, Malaysia & NTT DOOCOMO INC, Japan. Axiata (Bangladesh) limited, formerly known as Telekom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand name Aktel among the pioneer GSM mobile telecommunication service providers in Bangladesh. Later, on 28th March, 2010 the company started its new journey with the Brand name Robi. Internship is a Platform to gather hands on experience through an apprenticeship that would help an intern to improve his or her individual skills and competencies. Moreover, it helps to prove a person that how much he or she is capable for the task relate with the major of the curriculum. I completed my internship program at Robi Axiata Limted. During my internship period I was apportioned to the Customer Complaint Handling section under Technology Department. In this section I was working with the problems of the customers and resolving them. This report is mainly focuses on the Technological department of Robi and the complaints that customers have. The Technology department of Robi plays an important role for solving the problems of customers. There is many complaints which a particular customer have and processes of how to solve them. I have briefly discussed them in my report. Without solving the problems of the customers an organization cannot prosper properly. So the same case applies for Robi Axiata Limited. That is why Robi gives an extra effort to solve the problems of customers and make their customers happy. During my internship at Robi Axiata Limited, I have learned the culture of an organization. The working pattern and also learned about the office environment. I mainly worked on the CCM (Customer Complaint Management) team under Central operations of Robi. Here I worked in the Customer Complaint handling section, which has made it easier for me to interact with the customers and know their level. There is a fact that Robi is always very conscious about its consumer and always tries to adapt to changes over time and wants to modernize its products and service.
Table of Contents
SL
Contents
Page
1
Chapter 1 Introduction
1
1.1
Rationale of the Report
1
1.2
Objectives of the Report
2
1.3
Company Overview
2
2
Chapter 2 Activities Undertaken
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2.1
Work Related Activities
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3
Chapter 3 Constraints/Challenges Constraints/Challenges
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3.1
Observed in the organization
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3.2
Academic Preparation
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3.3
Missing Knowledge & Skills
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4
Chapter 4 Lessons Learned from the Internship Program
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4.1
Lessons Learned from the Organization
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4.2
Lessons Learned from the university internship program
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5
Chapter 5 Concluding Concluding Statements
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5.1
Recapitulation / Summary
19
5.2
Suggestions addressing the challenges
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References
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Appendix
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CHAPTER 1 INTRODUCTION
1.1 Rationale of the Report: The report is given to me as a part of our Internship Requirement. Internship report is a core way for all the students in the BBA program. Information systems and organizations influence one another. Information systems are built by oneself employees to serve the interests of the business firm. And MIS (Management Information System) is the bridge between management mana gement and technology. technology. Internship program really offer an excellent chance to introduce with the environment of a particular organization and every intern get the chance to match his or her theoretical knowledge with the real life scenario. During this program, I am also able to expand and filter my theoretical knowledge gained from American International University- Bangladesh. This curriculum also offer an exciting opportunity to experience and learn planning, cultural behavior of employee and management, elegance of an organization, which will bridge the gap between theoretical and real practical experience. An ideal consideration among theory and practice is vital in the context of contemporary business world. Therefore our University arranges internship program as a partial completion com pletion of o f BBA program. This Th is initiative brings students closer to the business theory and practical and thereby helps them to substantiate their knowledge so that they can prepare themselves to start a productive and successful career. As I am a student of Management Information Systems (MIS) (MIS) department, that's why I wanted to do my internship in a well renowned and recognize compan y; related Information Technology field. Thereby, I have done my internship in Robi Axiata Limited in the Technology Division and CCM (Customer Complaint Management) team under the supervision of Imtiaz Ahmed, General Manager of Central Operations at Robi Axiata Limited I am working in the “Customer Complaint Management” team under Central operations of Robi Axiata Limited . Here I am handling the customer complaints of Robi and Airtel merging. I am learning how to analyze those information’s & problems and make sure to give customers the best solution possible.
The main reason of doing internship in Robi Axiata Ltd. is to introduce myself with the corporate world. The study is about Robi and Airtel merger customer complaints handling. This department is one of the most important department in Robi. As this department looks
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at the both problems of Robi and Airtel Customers. So, Customers. So, I therefore, chose my m y affiliation topic “Customer Complaint Management at Robi”. Everyone have a desire to do an Internship
in a renowned and recognize company. The telecom sector in Bangladesh is rapidly emerging and Robi Axiata Limited is one of the‘Most Socially Devoted Telecom Brand’ in Bangladesh. I want a platform like Robi where I can grow my career so I am feeling hono red to get an opportunity to do an internship in Robi. The brand is the main motivation for me to take an Internship in Robi.
1.2 Objectives of the Report: o f information systems available in Robi Axiata Limited To get proper knowledge of To identify issues in processes and opportunities for improvement To propose some possible solutions to overcome from existing problems
1.3 Organization Overview (a) Started Journey of Robi Axiata Limited
Robi is a subsidiary company of the Asian telecom giant, Axiata Group Berhad, based in Malaysia. Robi Axiata Limited is a dynamic and leading countr ywide GSM communication solution provider. It is a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. Robi Axiata Limited, formerly known as Telekom Malaysia Robi, the most dynamic and rapidly-growing telecommunications operator in Bangladesh and the second largest mobile network operator in Bangladesh with 44.225M subscribers as of end of January 2018. The company commenced operation in 1997 as Telekom Malaysia International (Bangladesh) with the brand name ‘Aktel’. In 2010, it was rebranded as ‘Robi’ and the company changed its name to Robi Ro bi Axiata Limited. Following the merger with Airtel Bangladesh, the merged company, Robi Axiata Limited (Robi) started its commercial operation on November 16, 2016. As of now, this is the biggest ever merger of the country and the first ever merger in the mobile mo bile telecom sector of Bangladesh.
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(b) Spread Business
Robi is the first company to launch GPRS 3.5G and 4.5G service in all the 64 district headquarters of the country. In fact, this landmark milestone was achieved on the first day of the commercial launch of the service by Robi on 20th February 2018. Robi has a rich portfolio of digital services. Starting from mobile banking services, it offers many mCommerce services like: online ticketing platform- bdtickets.com, online shopping platform- shop.robi.com.bd, Robi Cloud Service, Vehicle Tracking System- Tracker, digital advertising platform- adreach, online recharge platform- rechargeplus. The company also hosts the leading knowledge sharing platform on digital advertising- re.con. Following the merger with Airtel Bangladesh, the merged company, Robi Axiata Limited (Robi) started its commercial operation on November 16, 2016. As of now, t his is the biggest ever merger of the country and the first ever merger in the mobile telecom sector of Bangladesh. The company has introduced many first of its kind digital services in the country and has invested massively in taking mobile financial services to the underserved communities in the rural and semi-urban areas. Supported by a strong corporate governance framework, its employees approach every challenge with ‘I can, I will’ attitude and ‘uncompromising integrity’ while putting ‘customer at the center’ of all its activities. (c) Branding Strategies
Robi as the proud sponsor of the Bangladesh National Cricket team appeals to the millions of cricket crazy fans of the country to ignite their indomitable spirit within to pursue individual and collective glory and excellence. As an aspiring digital company, Robi has established itself as the leader in providing customer centric data and digital services. Robi was the first operator to introduce Facebook’s basic internet platform, Free Basics, in the country. It also promotes responsible use of internet among the youth with a Corporate Responsibility (CR) initiative named “Internet4U”.
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(d) Vision, Mission, Focus, Principles & Logo and Tagline (i) Mission:
Robi aims to achieve its vision through being number “one” not only in terms of market share, but also by being an employer of choice with up-to-date knowledge and products geared to address the ever changing needs of our budding nation.
(ii) Vision: To be a leader as a Telecommunication Service Provider in Bangladesh. (iii) Focus: Axiata is focusing on not just developing a talent pool for the group and its
subsidiaries – subsidiaries – but but on succession planning for key ke y positions in the Robi. Leadership program of Robi focuses on seven areas of leadership skills- strategic thinking, business acumen, result orientation, customer orientation, people management, coalition building and personal attributes.
(iv) Robi Axiata guiding principles: Uncompromising integrity Customer at the center I can, I will
(v) Tagline of Robi
একসােথ ৈতির ৈতির হথ ১ হথ ১ নিম নিম নটওয়াক নটওয়াক Figure 01: Logo & Tagline of Robi
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(e) Division & Departments Departments (i) People and corporate division of Robi Axiata Ltd:
People and Corporate Division of Robi Axiata Limited has 5 (Five) core departments. These are: Resourcing Talent and Development Rewards and Compensation Engagement and Culture Human Resource business partners
(ii) Departments of Robi Axiata Limited: Finance Division Commercial Division Information Technology Division Technical Division Human Resources Division Revenue Assurance Department Regulatory Affairs Department Internal Audit Department
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(f) Management Hierarchy of Robi:
CEO General Manager, Manager
Specialist, Officer, Intern
Figure 02: Hierarchy of Robi
(g)
Corporate social responsibility: responsibility:
Robi dreams of a strong nation. Robi intends to build a better Bangladesh by empowering people and by providing support towards the sustainable development of the community. It engages itself in various types of Corporate Responsibility (CR) programs. Through its CR initiatives, it intends to contribute towards the development of socio economic and ecological condition of the country through enriching people's lives focusing on their primary needs as well as conserving the unique culture & Heritage of Bangladesh. Renewing its CSR philosophy, Robi is widening its core CSR area with the launching of new brand in 2010. Robi has redefined its CSR drive under five thematic aspects - Education, ICT (information, communication and technology), Health, Environment and Culture & Heritage with prime focus on women empowerment. Among the core areas, education is the major thrust areas of Robi's CSR interventions. In line with Government's 'Digital Bangladesh Vision 2021‟, Robi will be working towards ICT development across the country especially in the colleges and libraries. With special
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focus on women, Robi is emphasizing on women health and women entrepreneurship. Thus Robi aspires to be a powerful agent of change through enriching people's lives for a better living. (h) Achievements of Robi Axiata Limited: Awarded the prestigious fund grant from GSMA MMU (Mobile Money for the
Unbanked) in 2009 Crossing 10 million subscribers mark in 2009 Ranked within top 6 global comparable telecom in A.T. Kearney benchmarking
exercise in 2009 Cost optimization project saved 2 times of what was projected Bangladesh Mobile Phone Businessmen Association (BMBA) Award 2008-2009
as the best service provider in Bangladesh Ban gladesh
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CHAPTER 2 ACTIVITIES UNDERTAKEN
2.1 Work Related Activities: It is my first working experience in an organization and the working environment is very inspiring to me which gives me satisfaction to be a part of this institution. I am working under Technology departments of that organization, where all the employees of the organization are generous and helpful to me in providing information. My ultimate goal is to learn all the process of customer complaint handling activities that help me making my internship report as well as create a good impression among my co-workers. For that, I am trying to give my hundred percent to the organization in order to learn and prove myself. I am giving my best efforts to make contribution on the welfare of my organization. My actives that I am doing every day basis are given below:
(a) Customer Complaint Management The responsibilities of the Technology department is to handle and solve each and every complaints of the customers. I have handled two sectors of CCM (Customer Complaint Management) during my internship period in Robi.
(i) Terminal: Terminal complaint means these complaints which is related to subscribers calling, data campaign, VAS, USSD etc. All the complaint which are logged through webmail, customer care found in a portal. In the Terminal end some portals are necessary for resolving the complaints. The portals are, CRM, CBS, PMI, SMSC, ICMS, Prepaid Itemized bill, Biometric portal, Easyload Pretups, Cell Tracker etc. I analysed all the complaints with relative portals and resolved these. These problems are considered as regular complaints issues in Robi. The CRM web portal of Robi is needed to access through user ID and password where all the Terminal problems are stored. The first step is to export the complaints according to date wise into the excel file from CRM and prepare all of them for resolving. In Terminal Complaint handling process I handled the problems like: MCA (Missed Call Alert) Service: This is a VAS service of Robi. For MCA MC A issues
I checked the delivered sms from 8272 threogh the SMSC (Legacy) portal. If sms is successfully delivered on regular basis means no p roblem. On the other hand, if it is not then it should be forwarded to the concern team.
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anal yzed CBS and cell tracker. In Calling (In & Out): In this category complaint I analyzed some cases, I also checked HLR(Home H LR(Home location Register) portal. Biometric Issue: For Biometric issues Biometric portals should be checked. The
portal generally checked for burring issues. If biometric is not successful then subscribers incoming and outgoing call may be burred. Easyload: I analyzed SMSC portal for checking the delivery of confirmation sms
of easyload (8383) transection and also for normal SMS related problem. Through Easyload pretups portal easyload status and retailer’s transection history can be observed. Data Bundle: For Data bundle related complaint I checked the PMI portal besides
CBS. If the data bundle of the subscriber is showed in PMI the issue is resolved but if it is not then the complaint is forwarded to the concern team. The resolving process can be done through CRM. There is an option named Status. Initially the status is 'open' which means that the complaint is totally untouched. Firstly, the status should be changed into 'In Progress' which means the resolving process is started. After given the solution the status should be changed into 'Completed'. In case if there is no solution found in the Terminal end then the complaint is forwarded into the concerned team and at that time the complaint status should be 'In progressed'. The SLA of each complaint is 24 hour and for better performance of the team all resolving should be done in between the SLA hour.
(ii) Non-Terminal: In Non-Terminal I have handled problems like Call drop, Call quality, 2G coverage, 3G coverage, No coverage, Poor coverage There also a Database web portal of Robi Ro bi Called Remedy Remed y (as like CRM) which wh ich I need to access through throu gh user u ser ID and password. We got all Non-terminal problems by accessing acc essing Remedy and also resolved that customer complaint. I have to use specific query language for exporting OPEN data from remedy.Then I have to use some macro files like Cell Tracker, BI RAW, JARVIS to sorted networking related 3G and 4G complaint. As CRM is our main web portal where all kinds of customer complaints stored, in order to keep the database up-to-date we also keep looking on CRM to check any kinds of synchronizing issue or malfunctions between Remedy and CRM.
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(iii) Service Level Agreement: Service level agreement (SLA) is a type of report which I need to make and update every day. There have a Excel macro sheet. I have to put the data which I exported from CRM web portal. After run the Excel macro sheet it shows the amount of complaints that are resolved, pending, in-progress and open. Each and every member of the department needs to update it on a daily basis to let the organization know about the complaints over all condition. Though all of our customers are very important to us and we consider every complaint as a challenge to provide the best possible satisfied solution they want from our end but still there are some timeline to handle those issue.Valuable complaints SLA is 12 hours and within this hour the problems needs to be solved. And the SLA for so called less valuable complaints is 24 hours.
(iv) Employee Leave Plan making: I used to make CCM teams Employees leave plan.For doing this task I pepared p epared a holiday plan template in Excel and then I had to call each employee to know their holiday plans and put their desire date for holidays Excel sheet and then submit it to General manager manag er of that team.
(v) Talking with Customer: I talked to the customer through phone about the matter related to their complaints. I asked them what types of networking problem they were facing and from when. I had to send the information collected from the customer through m ail.
(vi) Giving Customers Feedback: responsible
When the customer issue solved by the
department /team. I had to make call call to take customer feedback.
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CHAPTER 3 CONSTRAINTS/CHALLENGES
3.1 Observed in the Organization (a) Adopting Environment: Due to the fact that I was new in the organization, it took some time to get used and cope with the working environment. I was not used to this culture and society this was a big challenge. Therefore in the first days of the internship I did not have much to do and had to be vigilant and sit and the day ends without having much to do this this was a challenge because it made me so idle and bored for the first weeks in the organization.
(b)Internet (b) Internet Speed: As an intern, access to the organization’s main internet server was limited and I was only restricted to using the low bandwidth Wi-Fi access for m y personal use. In many cases, I had some little research to conduct which required me to watch some videos on YouTube and download some PDF files. As an intern, I would have to do nothing but cope with the situation as it is. The computers used by the firm were configured to only perform the firm’s work; therefore, it was not possible for me to access the internet for m y personal use during working hours
(c) Dealing with clients:
I had to deal with verities of clients. Like, I had to talk with customer through phone for asked about their complaint and taking their feedback. Some of them well behave with me and some are not. It is my first experience with customer so it is very challenging for me.
(d) Working with employees:
The employees with whom 1 work are very experienced 1 have to come up with them to work properly. As in initial stage it was very difficult for me.
(e) Work Load: Robi Axiata Limited is a very busy firm with clients and partners all over the country. It is the mandate of the organization and its employees to meet or surface the requ irements of all its stakeholders. Therefore, work and more work is the only song of the day for all the
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employees working in the organization to meet the increasing demand of its services. Working as an intern for the firm was very challenging since I was not used to doing too much work as a student. However, through continued perseverance I was able to catch up with the speed of my colleagues in de levering the mandated tasks.
(f) Software Using: Robi Axiata Limited uses SAP in their Technology d epartment where I worked as an intern. Data entry in SAP requires one to be familiar and comfortable using Microsoft excels for data inputs. Unfortunately, I did not have much knowledge using Ms Excel to work with different technological functions which became a huge challenge at the start of my internship. I got a lot of trouble while entering data into SAP for processing which was crucial for the organization. However, through some training by my team member in Robi, I able to learn how to use different software. This challenge taught me a lot since I was able to put endless efforts practicing and familiarizing myself with Ms excel even during my free time.
(g) Computer Problem: Though they are telecommunication telecommunication company they didn’t provide good computer to their employee. Most of the employee faced laptop problems. They provide very old laptop to the intern. Most of the time intern face problem when they work by using laptop. For that issue they need to IT department to the problems. Sometime IT department take 2/3 hours to solve the problems. That time intern can’t do an y work.
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3.2 Academic Preparation: Preparation: Yes, there was a mismatch between what I have learned and what I faced during the program.
Though my major was MIS (Management Information System), I did some
Database course in AIUB. So after getting the appointment in Robi, I thought that this types of course will help me in doing the related work in Robi to give knowledge. But the scene was different. d ifferent. Those works were purely practical and not related with my courses. In AIUB we did only 10 to 12 computer lab class in a specific subject, but at present
time we need vast knowledge about computer software to show our superior performance I done a course named “Organizational Behavior” as one of the prerequisite of
HRM. But this course couldn’t provide me the descriptive idea about “Corporate behavior”. Cause we just learned theoretical corporate behavior but in practical terms that are totally different. Operations Management Major Students have many chances for study tour or
visiting the company. From here they can acquire the practical knowledge about the company. But, for for Management Information Information System major students don’t have adequate opportunity to visit organizations to gain practical knowledge because industrial visit or study tour doesn't require to our course. Most of the mathematical courses such as business math 1 & 2, accounting, finance,
and statistics, a calculator is used to solve all types of calculation problem statements. However, in the Technology sector of Robi Axiata Limited, all concerned people are allowed to use excel to solve all kinds of statement which is actually time saving and easy using. Lack of Proper knowledge about MNC (Multinational Company). Cause here we
gained theoretical knowledge only.
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3.3 Missing Knowledge and Skills During my BBA program, I have learned a lot of things from different courses but there are a lot of learning gap between academic knowledge and organization work. I have strongly felt these gaps while working at Robi Axiata Limited. Some learning gaps th at I have noticed are given below: Didn't provide essential software knowledge Outlook, Access, Excel. During my
university classes there were not sufficient software classes There were no photocopy and scanning skills during our university life.
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CHAPTER 4 LESSONS LEARNED FROM THE INTERNSHIP PROGRAM
4.1Lessons 4.1 Lessons Learned from the organization:
(a) Use of SAP software: I was able to do different analysis using SAP software which I can comfortably describe as highlighted in the Appendix section.
(b)Following (b) Following rules and regulations while undertaking specific tasks: In the organization, there are policies and procedures that safeguard each process and activities. It is a mandate for everyone to follow the rules and regulations laid out by the management. Working with Robi Axiata Limited has increased by experience in following the underlying rules and procedures at work.
(c) Handling different situations: There are different situations that arise during work. Each situation requires specific technique or skills in handling. During my internship, I managed to handle each situation with the carefulness and concentration required. Some situations require extra speed, others extra keenness, and others high level of technical applicability.
(d)Data (d) Data and information gathering: During complaint gathering and solving process, it is a necessity for one to obtain sustainable information for a better judgment. It was a requirement that I collect sufficient data regarding a complaint to solve them properly.
(e) Enhanced and effective communication skills: Working with a busy organization like Robi Axiata Limited calls for regular interactions with different people from different blocks of life and even colleagues at work. This has called for effective communication skills which enhance cooperation, understanding, and performance.
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(f) Adaptation to the corporate world and culture: The company has enabled me adapt very well with the corporate world of handling business issues with a certain level of keenness. The corporate world is completely different from a normal environment.
(g) Sense of responsibility: responsibility: I have had so many tasks that I had to be accountable for which enabled me obtained a sense of responsibility for everything I engage in.
(h)Management (h) Management skills: Management is a very essential aspect in a professional world. Working with Robi Axiata Limited has sharpened my management skills in terms of time and resources which have enabled me become more efficient.
(i) Make Comfort as a corporate person: It is clear that a work place could have different cultural background within it. During my internship I had to deal with different culture people which really taught me about workplace variety. In addition, the employees of Robi were really very friendly during my whole internship.
(j) Communication: Throughout the internship program one of the most valuable and important thing I learned that how to communicate. This company highly emphasize on communication, they prefer virtual communication along with face to face communication.
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(k)Customer (k) Customer service: I am working at Customer Complaint Handling department and I have to do attend clients to provide service. It is necessary because if I do not know the clients well, then how am I going to serve them better. I learned how to communicate with them. Thus, it helps me to give better services. I learned how to handle difficult situations with the clients. Attending clients gave an overview of demands and needs of them to enhance the satisfaction.
(l) Professionalism: In this office, I have opportunity to interact with the Top-level management. Sometimes they share their valuable ideas and gave me some valuable tips about Technology and Customer handling.
4.2 Lesson learned from the university un iversity internship program:
CV and Report Writing Guidelines:
I have learned perfection. My supervisor tried her level best to make my report pin perfect. I have learned how to write a formal affiliation report. Moreover, I have taken good guidelines to prepare the affiliation report. I have learned how to write a CV in standard way.
Report Writing:
In my BBA program I do lot of report for my courses. So I have learned how to present work on report. I have also learned how to write a formal affiliation report. report.
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Presentation and Communication Skill:
I have learned that how to perform in public speaking. In my BBA program I give lots of presentation which help me to present something in front of people and build up my communication skill. Academic Course:
Enterprise Resource planning (ERP) course helped me to understand about CRM (Customer Relationship management) portal and gave me the basic knowledge that how CRM software managed a business-customer relationship.
Punctuality in every aspect:
I have learned how to manage time, by doing office and also visiting my university supervisor. University helped me to be punctual and to be on time. Team Work: The most important thing that I learned from university that how to
collaboratively work with group member . . Adoption of new skills in the corporate world :
New knowledge and practical experience was acquired in fields of communication, human rights, and interpersonal skills among others that would help me in the future employment fields Time and resource management:
Time management is one of the most important things in every sector. In my University, I have taught how to work on time. Discipline:
The first thing that AIUB give me learning that what discipline is and AIUB is always strict with the discipline. From AIUB, I learned how to follow and maintain the discipline issues.
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CHAPTER 5 CONCLUDING STATEMENT
5.1 Recapitulation / Summary It was great achievement for me to work with this organization and a dynamic group of expert people for three months in Robi Axiata Limited. Technology is growing rapidly in our country. Robi Axiata Limited is always ready to take the new challenges and adopt ad opt with new technologies. I spent my three months in Robi Axiata Limited to gather knowledge that will help me in future and will also help to build my career if I wanted to start my career as an information Specialist. During the three months internship program, I observed the complaints handling activities and mostly all the activities of CCM (Customer Complaint Management) team. Today customer service is very competitive. My internship program helped me to see it from a closer view. From my understanding about customers and technical department activities I can recall several activities that I have performed such as talking with customers, register them, analyze them, solve them, providing feedback etc. In chapter one it talks about the rationale of the study that why am I interested to undertake this affiliation report, importance of this report, objectives of the study, and background of the Robi Axiata Limited. In chapter two it talks about the narrative discussion of my activities undertaken in relation to the report. In chapter three it talks about the issues I faced during the program and problem encountered. In chapter four it talks about the lessons which I learned from my internship program.
5.2 Suggestions addressing the challenges A. Suggestions Addressing the Challenges for Organization: Today’s business is very competitive and complex. To survive in the related sector the organization need competitive people and has to take some effective policy. During my internship program in Robi Axiata Limited I have faced so many challenges. So I want to give some suggestion for those types of challenges. Here in my report I have mentioned some issues or challenges which I faced during the internship period, some suggestions for those issues are discussed below:
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Employee Recruitment
For the huge work load they should assign more employees to give better facilities to the customers. The authority should recruit more employees to serve the customers. Sometimes employees cannot give proper attention to their clients because of increasing work pressures. Robi can recruit more employees and divide their work equally. Training Session
Robi can arrange different training program on different rule and regulations for how to deal with the customers. They should ensure training session for intern also. Where they can take training classes of 15 days, by provide them basic idea about their overall complaints handling procedure, how to deal with customers and what are their responsibilities in the organization. Time Scheduling
To avoid the tendency of work pending they should maintain their work schedule very strictly. Because pending works create complexity among the employee and create misunderstanding. For the huge work load, there should a specific time for the employees to relax. Which will help them to wo rk more efficiently. They can fix a time like 1pm to 3pm is lunch and recreation hour. There shouldn’t have a specific lunch hour for the employees. Resources Maintenance
They should also buy some more resources as like: one photocopy machine, air conditioner has to be fixed, maintain their computer and update their software at least every six months per year. Work Balance:
Robi Axiata Limited needs to balance their works. There are so many works pending and employees find no solution of them because they are too many in amount. Thus customers will not find what they want and the y will be dissatisfied.
Reduced Work Pressure: Robi Axiata Limited is a very busy firm and their Technology Departments Customer Complaint Handling is team is busiest. Because this section is open for 24/7. So There is a lot of pressure on the employees. So companies need to increase manpower.
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B. Suggestions Addressing the Challenges for University: Practical knowledge
More practical lessons those can make the students well prepared for their future career, are need to be given. AIUB basically teach us with theoretical way but never shows us how to do practically. AIUB should give lab class in a week. AIUB has taught us about technological things but they should implement some professional working experience during the semester. Like- seven days official work in between the courses.
Organizing More Business Seminars, Events
AIUB should arrange in every semester business seminar. So that the students can enrich their knowledge about the practical job life by listening to different successful corporate personnel. Organizing more events where students have to deal with customers or clients like we are doing in the internship program. By doing so the students can be more confident and work friendly. Arrange some workshops on Stock Market.
Visit different Organizations Organizations The University should organize more visits to the organizations, if possible so that the students will get idea about the corporate world. And student can easily adjust the new environment, new places.
Arranging More Lab Classes
More laboratories of computers are required to open, so that Business students can be more familiar with application of business software. We need more lab classes to know about Excel and other essential software. During my internship program I had to face some difficulties using some software and Excel files.
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Organizing more Workshop
Every course should have coordination between academic and operational activities. Course should be managed some workshops, which will increase our knowledge and build confidence. Setting Up a Web Page for Intern Students
A webpage under AIUB's website can be opened so that future interns can get ideas about internship program regarding activities of internees in various organizations and placement of internees in various organizations.
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REFERENCES
References Web:
1. AIUB. (n.d.). AIUB. Retrieved from American International University Bangladesh: http://www.aiub.edu/ 2. Axiata, R. (2018). Robi Axiata limited . Retrieved from Robi: https://www.robi.com.bd/?lang=eng 3.Complaints, O. C. (2018). Retrieved from https://www.jstor.org/action/doBasicSearch?Query=Complaints+of+Customer&acc=off &wc=on&fc=off&group=none 4.Support, T. (2018). Retrieved from https://onlinelibrary.wiley.com/action/doSearch?AllField=Technology+department 5. Technology. (2018). Technology Department . Retrieved from https://www.emeraldinsight.com/action/doSearch?AllField=Technology&content=article sChapters Books:
1. Davenport, T. H. (2013). Enterprise Analytics: Optimize performance, process, and decisions through big data . 2. Iannarelli, J. G. (2014). Information Governance and security. In M. O'Shaughnessy. 3. Philips, A. (2015). Business Driven Information systems. In P. Baltzan. Contact Person:
Imtiaz Ahmed, General Manager , Central Operations, Technology Division Robi Axiata Limited.
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APPENDIX
ASRAFUN NASA ANAMIKA 380/12, KUNJOBON, EAST-RAMPURA, DHAKA-1219 E-mail:
[email protected] LinkedIn: ASRAFUN NASA Mobile: 01686887111
CAREER OBJECTIVE To build a successful career in a company where my talent and creative capabilities can be prospered to work with sincerity, honesty and enthusiasm that will prove potentiality and creativity in a competitive environment with a view to achieving organizational goal. ACADEMIC QUALIFICATION
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Bachelor in Business B usiness Administration (BBA) Major: Management Information System (MIS) American International University-Bangladesh (AIUB) CGPA: (3.66 out of 4)
2014
Higher Secondary Certificate (HSC) Major : Science Bangladesh Ideal College, Dhaka.
2012
Secondary School Certificate (SSC) Major : Science K.P.B School & College
WORK EXPRIENCE Internship Robi Axiata Limited Technology Division (Customer complaint Management team) May13- August 13 EXTRA CURRICULAR ACTIVITIES Senior member at AIUB business club (ABC) Volunteer for MIS Day, BIZ Tech Day, AIUB Job Fair & AIUB Convocation Program Assist the participants in Microsoft Dynamics-CRM Dynamics-CRM workshop Build Website with CMS (https://asrafunnas https://asrafunnasanamika.w anamika.wordpress.com ordpress.com//)
ACHIEVEMENTS Achieved the 3rd position in the Poster Poster Competition of of the course Global Global Trade th Achieved the 6 position in the Poster Competition Competition of the course course Social Science Science
Internship Cover; © OPA, AIUB-2012
KEY COMPETENCIES
MS Office:
MS Word, MS Excel & MS PowerPoint
Internet:
Operating System:
Linguistic Skills:
Fundamental of Networking Browsing Basic in Adobe Photoshop, Flash Basic Understanding of ERP, Oracle, SQL Basic Understanding in Power BI (Intelligence Tool) Experienced in making Personal Website with WordPress
Windows XP, 7,8, 10 Other commonly used Application Packages
Bangla: Good communication skill in listening, reading, speaking & writing. English: Good communication skill in listening, reading, speaking & writing. Chinese: Moderate communication skill in Listening & Speaking
PERSONAL TRAITS Sincere, self-motivated, self-motivated, hardworking and committed to work with a good interpersonal skill.
Hard working and capable to work under pressure.
Sincere to work, ambitious, target oriented and confident.
Amicable, helpful engaging manners and articulate in speech.
PERSONAL INFORMATION Fathers Name: Mothers Name:
MD. Nurul Huda MRS. Razia Sultana
Date of Birth: Marital Status: Blood Group: Nationality: NID: Interest Inte rests: s:
28 May 1996 Unmarried (A+) Bangladeshi Bangladeshi (by birth) 197215 197215928 928240 2404958 49585 5 Painting, Reading Story books & Story Writing
REFERENCES MD. Shakhawat Hossain Business Development Consultant Petrochem Bangladesh LTD. Mobile: 01708454414 E-mail:
[email protected] Relation: Family Friend
MD. Mehzabul Hoque Nahid Lecturer Department Department of Management Information System American International University-Bangladesh University-Bangladesh Mobile: 01777787316 Email:
[email protected] Relation: Academic Academic
I, hereby declare that the above details are true and correct to the best of my knowledge.
ASRAFUN NASA ANAMIKA
Internship Cover; © OPA, AIUB-2012
