American International University Bangladesh Human Resource management
Topic Developed recruiting and selection process of Grameenphone.
Course Instructor HOSSAIN, ADNAN
Groups Members name 1. 2. 3. 4. 5.
Brig Bright ht Cost Costaa Saha Saha Amit Amit Azad Azad marz marzan an bin bin Kari Karim m farh farhana ana aWAL aW ALSa Sani niul ul
09-14 09-14293 293-2 -2 09-1 09-142 428686-2 2 09-13 09-13826 826-2 -2 09-1 09-142 420808-2 2 09-1 09-138 384343-2 2
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ACKNOWLEDGEMENT Thanks to almighty, with the blessing of which this cherished dream of mine Led to completion of this report r eport with the desired out-come. This report study was a noble experience for me and without the guidance and cooperation of concerned people and without concentration, dedication and hard work it was not possible for me to complete this project.
Our deepest gratitude to HOSSAIN ADNAN , our faculty guide for Their help, general hospitality, inspiration and all valuable guidance in various stages of development of this report. I have great pleasure in acknowledge the help receive from all those who favored me with it in giving the final shape to my report. r eport.
GrameenPhone is a GSM-based cellular operator in Bangladesh. GrameenPhone started operations on March 26, 1997. It is partly owned by Telenor (62%) and Grameen Telecom (38%).GrameenPhone is the largest mobile phone company in Bangladesh with 20.84 million customers as of August, 2008. It is also one the fastest growing cellular telephone network in Bangladesh. At the end of 2005, it had about 3500 base stations around the country with plans to add about 500 in the following six months. GrameenPhone's GrameenPhon e's stated goal is to provide cost-effective and quality cellular services in Bangladesh. On the 16th of November, 2006 GP formally changed its logo to match its parent company Telenor's logo. According to GP the new n ew logo symbolizes trust, reliability, quality and constant progress. The name GrameenPhone was kept as part of the new identity because
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the name Grameenphone carries with it all of the heritage, success and values of the companies co mpanies past, added the then CEO of Grameenphone Erik Aas. Company Profile: Type Limited Founded 1997 Headquarters Celebration Point, Road # 113 A, Plot 3 & 5, Gulshan, Dhaka, Bangladesh Key people Oddvar Hesjedal, CEO Industry Telecommunication Products Telephony, EDGE, GSM Revenue 700Million USD [1] Net income ▲ 6,403.8 Million Taka [2] Employees 5052[3] Website www.grameenphone
Preface 3
Management means getting things done through people . Since things Are to be done by people, it is necessary that managers should choose and employ people for the work to be performed. Staffing refers to the function of manning the organization structure Through proper recruitment, selection, training and development of People for the positions created in the organization. In a small business, like a grocery shop, the owner manager may not need n eed anyone else to help him in running the shop. All the activities are performed by him. But a s a business unit grows in size, the manager alone is not able to perform various va rious jobs. It is quite possible that you would like to apply app ly for a job after passing the Senior Secondary Examination, or you may start your own business and would like to employ people to assist you in running the business. In both the situations it is easier if it is known in advance how employees are recruited in a business.
Organizations require the services of a large nu mber of personnel. These personnel occupy varies positions created through the process of organizing. Each position of the organization makes certain specific contributions to achieve organizational objectives. Hence the person occupying the position should have sufficient ability to meet its requirement. Staffing is that part of the process of management which is concerned with obtaining, utilizing and maintaining a satisfactory and satisfied work force. It is the process of identifying, assessing, placing, evaluating and developing individuals at work. Staffing is a very important function of the managemen t. No organization can be successful unless it can fill and keep filled the various positions with the right type of employees. Broadly defined, staffing is the process of determining human resource needs in an organization and securing enough qualified people to fill those needs. Staffing is not, howev er, as simplistic as that definition implies. It is a complex endeavor involving a number of diverse tasks, ranging from job analysis to performance appraisal, from interviewing to c areer development, and from hiring to termination. Moreover, to properly execute staffing tasks, organizational members charged with this responsibility must be knowledgeable about the legal, psychological, and environmental contexts of staffing. The tasks that must be performed, coupled with the contexts in which they must be accomplished, make staffing a difficult and challenging activity in contemporary organizations.
Company Overview
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), widely known as GP, is the leading telecommunications Grameenphone (গ GP ম ), service provider in Bangladesh. With more than 20 million subscribers (as of June 2008), Grameenphone is the largest cellular operator in the country. It is a joint venture enterprise between Telenor and Grameen Telecom Corporation, Corporation, a non-profit sister sister concern of the internationally acclaimed microfinance organization and community development bank Grameen Bank. Telenor, the largest telecommunications company in Norway, owns 55.8% shares of Grameenphone, Grameen Telecom owns 34.2% and the remaining 10% is publicly held. Grameenphone was the first company to introduce GSM technology in Bangladesh. It also established the first 24-hour Call Center to support its subscribers. With the slogan Stay Close, Close, stated goal of Grameenphone is to provide affordable telephony to the entire en tire population of Bangladesh.
History The idea of providing wider mobile phone access to rural areas was originally conceived by Iqbal Quadir, who is currently the founder and director of the Legatum Center for Development and Entrepreneurship at MIT.\He was inspired by the Grameen Bank microcredit model and envisioned a business model where a cell phone can serve as a source of income. After leaving his job as an investment banker in the United States, Quadir traveled back to Bangladesh, after meeting and successfully raising money from New York based investor and philanthropist Joshua Mailman, and worked for three years gaining support from various organizations including Nobel Peace Prize laureate Muhammad Yunus of Grameen Bank and the Norwegian telephone company, Telenor. He was finally successful in forming a consortium with Telenor and Grameen Bank to establish Grameenphone. Quadir remained a shareholder of Grameenphone until 2004. Grameenphone received a license for cellular phone operation in Bangladesh from the Ministry of Posts and Telecommunications on November 28, 19 96. Grameenphone started operations on March 26, 1997, the Independence Day in Bangladesh. Grameenphone originally offered a mobile-to-mobile connectivity (widely known as GPGP connection), which created a lot of enthusiasm among the users. It became the first operator to reach the million subscriber milestone as well as ten million subscriber milestone in Bangladesh November 28, 1996: Grameenphone Ltd . received cellular license by the Ministry of Posts and Telecommunications of Bangladesh. March 26, 1997: Grameenphone launched its service on the Independence Day of Bangladesh.
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June 1998: Grameenphone started its services in Chittagong, the secon d largest city and the port city of Bangladesh. Cell to cell coverage between Dhaka-Chittagong was established. 1999: Grameenphone started its service in Khulna, the industrial city of Bangladesh. Also cell to cell coverage between Dhaka and Khulna brought a number of other districts under coverage. 2000: Grameenphone started its services in Rajshahi, the education city of Bangladesh. Service also started in Sylhet and Barisal and thus all six divisional headquarters got the cellular network coverage for the first time Bangladesh. August 2003: Grameenphone's subscribes base has become more than one million. Grameenphone became the first operator in the country to reach the million subscribers. November 2005: Grameenphone registered more than 5 million subscribers. November 5, 2006: Grameenphone crosses the 10 million subscriber mark after a lmost ten years of operation. September 20, 2007: Grameenphone reaches 15 million subscribers mark. June 2008: Grameenphone reaches 20 million subscribers landmark.
Oddvar hesjedal (CEO of GP)
Iqbal Quader (Founder of GP)
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Logos of grameen phone:
Old logo:
Vertical logo:
Horizontal logo:
Company Vision
We are here to HELP We exist to help our customer get the full benefit of communication services in their daily life. We want to make it easy for customer to get what they want, when they want it.
Company mission The vision will be achieved by 1) 2) 3) 4) 5)
connect connecting ing Bangl Banglades adesh h with with ease and and care bein being g user user-f -fri rien endl dly y provi providi ding ng valu valuee for mone money y provid providing ing simpl simplee and timely timely connec connecti tions ons having having a right right under understa standa ndable ble proces processs
GP provides best Network in Bangladesh 7
Grameenphone has the largest network with the widest coverage in the country. The GP network now covers over 98 percent of the population and over 87 percent of the land area with the remaining areas mostly falling under the Sundarbans and the Chittagong Hill Tract areas where mobile phone coverage is not allowed.
The company invested more than BDT 35.8 billion in 2007 primarily to further expand the coverage and increase the capacity of its network. A record 4181 new base stations were put into operation around the country during the year, crossing the 10,000 base station milestones in the process. In addition, the entire Grameenphone network is EDGE/GPRS enabled, allowing allowing its customers to access high-speed Internet from anywhere within the coverage area.
Objectives of the study 8
Broad objective Developed recruiting and selection process a study on GRAMEENPHONE ltd.
Specific objective The objective of this study is to have a clear idea of grameenphone and to find the limitations of the tasks carried out all sector of the grameenphon e.
A) Process of Recruitment B) Sources of requirement C) Advertising system of GP D) Selection process
Limitations of the study in every research work there are some limitations faces when conducting different activities. In the process of research work we also faces certain limitations that hampers our general activity. some of this notable limitations are-
The report report has been been conduc conducted ted within within a short short time time frame frame
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The stud study y is mainly mainly focus focused ed on prod product uct mark marketi eting ng strat strategy egy on on GRAMEENPHONE in Bangladesh but it is foreign company. But here we emphasizing on GP GP in Bangladesh. so being concerned only within within the GP in Bangladesh seems to us limitation of a study.
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GP Headquar Headquarters ters is located located in Gulshan Gulshan . But they are very busy with their their regular regular task, so it becomes quit difficult for them to give time in outside. And also there are some rules and regulation so that we can not enter the head office. So that we have to talk with their customer center officer. that was a big limitation to us.
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GP it is huge huge compan company y and ther theree are lot lot of empl employe oyers rs and and custom customer er care care center center is also available. the study conducted can be hampered as the marketing strategy strategy of GP can not be covered at the short time. time. We got only 2-3 weeks for preparing this report. It could be a limitation of the study.
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We faced faced a big proble problem m by doing this report report that that is electricit electricity y problem problem that take lot of time.
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Methodology Methodology of the Study SAMPALING PLAN -Sampling procedure:
The Sampling procedure has been conducted on the deliberate sampling method has used where the respondents interviewees considered on my convince and priority. p riority. -Sampling unit :
In order to carry out the research work, w ork, the study was focused on taking the interviews of the personnel involved in the GRAMEENPHONE Company.
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Data collection techniques: Questionnaire: Unstructured and open-ended Questionnaire we asked to the different people in the different areas of Dhaka city to find whether they are satisfied with GP performance or not.
Observations: When we visited the Gulshan office of GP that time we used our own observation to collect certain pieces of information about their product marketing strategy,new product performance as well as up coming product.
Secondary information: information: Secondary information has collected by reviewing websites and some articles printed time to time and other relevant documents. doc uments.
Sources of data collection: Primary: The primary information is gathered through internal of the employees working over there under GP center.
Secondary: Secondary information sources had also used to collect information. Sources include: -Different articles, index of GP.
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-Visiting website of Grameenphone official company.
MAIN REPORT 11
WHAT IS MEANT BY STAFFING? → Staffing is a function of management which includes recruiting, training, Developing and maintaining competent managers and operatives for performing organizational tasks in an effective and efficient manner. → It is a continuous process consisting of several activities such as Estimating manpower needs, recruitment, selection, training and Development, deciding on remuneration for work to be performed, Transfer, promotion and performance appraisal. →Staffing is the function by which managers build an organization through recruitment, selection and development of individuals as capable employees. (Mc Farland) →Staffing is defined as filling positions in the organization structure through identifying Workforce requirements, inventorying the people available, recruitment, selection, placement, promotion, appraisal, compensation and training of needed people. (Harold Koontz and Cyril O’Donnell)
Purpose of staffing →To establish and maintain sound personnel relation at all levels of the organization →To make effective use of personnel to attain the objectives of the organization. →The purpose of all staffing activities is to provide each nursing unit with an Appropriate and acceptable number n umber of workers in each category to perform p erform the nursing Tasks required. Too few or an improper mixture of nursing personnel will adversely affect the quality and quantity of work performed. Such situation can lead to high rates of absenteeism and staffs turn-over resulting in low morale and dissatisfaction.
WHY STAFFING IS IMPORTANT The activities performed in the staffing process are important to enterprises of all types and sizes because of the relationship these tasks have to the organization’s goals, direct staffing costs, indirect staffing costs, organizational impacts, and legal issues of staffing.
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Basic activities regarding staffing:1. Recr Recrui uiti ting ng 2. Se Sele lect ctio ion n (1)Recruitment Meaning: The term recruitment is often used to signify employment . We say, we have recruited such and such persons, meaning thereby that we have employed them. Actually this is not so. Recruitment is only one of the steps in the employment of people. It people. It is the process of attracting good applicants for jobs. jobs. It is one of the important functions of management. Managers know the nature of jobs to be performed, and the qualifications that the candidates must possess to perform the respective jobs. For instance, if a manager needs typists, he has to identify the typing speed required, and the candidates applying for the job of typists must have the required speed. Similarly, to be able to invite suitable applications, managers must know wherefrom applications may be expected. Thus recruitment is that part of the process of employing of employing people which takes into account the necessary abilities required for the for the jobs along with the qualifications of the candidates. candidates . The task of hiring cannot be started until suitable candidates apply for the jobs. People can apply for the jobs only when they come to know about the availability of the jobs. The manager has to decide how best to inform the possible candidates about the Jobs.
Process of Recruitment Before inviting applications for the job, there are a number of steps to be taken by the manager in the process of recruitment.
(1) Job design: The first step is to clearly identify and outline the nature of the job to be performed. (2) Job description: The second step is to prepare a description of what a job really is and to enumerate the duties and responsibilities associated with it. (3) Identifying the source of recruitment: The third step is to decide from Where suitable candidates will be available for the job. Let us now study about each of these steps in detail: 1. Job Design A job refers to the tasks assigned to an individual employee along with the Duties connected with it. For instance, typing is a job performed by a typist. The job of typist includes typing letter, notes and memos, presenting the paper for signature, filing the paper, and sending the papers to the dispatcher. A job should be designed to meet the organizational as well as individual needs. Since people spend a great deal of time on a job, it is, therefore, necessary to design jobs so that individuals are happy about their jobs.
2. Job Description
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The job should be so described that the work to be done by an Employee is clearly known to him. For the manager who has to recruit employees, describing the job help in choosing the most suitable candidate. Job description is a summary of what a job really is. It includes:
→ Work to be performed; →Responsibilities involved in the job, for instance, the typist has to Keep the typewriting machine in proper order; →The skill or training needed to perform the job; and →The working conditions e.g., hours of work, etc. under which the job is To be performed. The job description is usually included in the advertisement for the job. See an advertisement given below for the job of a typist published in a newspaper. It mentions: →qualifications that the candidates must possess to perform the job; →minimum typing speed required; and →the experience needed. In order to attract suitable candidates to apply app ly for the job, it also mentions the salary and other benefits payable. If you apply for this job, you will have to mention all that is required. You will have to give particulars including your name, address, age, qualification, skill and experience, and a desire on your part to serve the organization. These particulars taken together are known as a Bio-data of the candidate. Job description is helpful in various ways in the process of hiring. When a job is described specifying its nature, and indicating the duties and responsibilities connected with the job, it helps in attracting the right type of candidates for the job. Job description, which is also a lso a part of job advertisement, should be b e written in a manner so as to attract suitable Candidates for the job. In selecting the candidates again, job description helps in judging the suitability of a candidate for the job. After the candidate has been selected and given a position to perform the job, description forms the basis against which the future performance of the employee can be judged. For example, in the case of a typist, does he/she type with the speed mentioned in the job description?
SOURCES OF RECRUITMENT RECRUITMENT In an existing organization, jobs which fall vacant may be filled up by promoting r transferring employees already serving the organization. This is known as Internal source of recruitment. The vacancies may also be filled up by inviting outsiders to apply for the job This is the external source of recruitment. Thus the sources of recruitment are two: internal and external. (i) Internal source: In any business, existing employees expect that they will have chances of promotion and will be considered for higher positions before outsiders are considered. Managers, therefore, promote and transfer existing employees to fill the vacant positions. The advantage of internal
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Recruitment is that it is easier for managers to fill vacancies from within the organization. Managers know the abilities and skills of their subordinates and have records of heir performance. Employees also feel happy as their work performance is recognized by management through promotion. (ii) External source: All vacancies cannot be filled up from within the Organization. Workers and office employees at the lower level are always Recruited from outside the organization. Some times when managers do not get suitable persons from within the organization, recruitment takes place from external sources. Existing employees may lack the skill, initiative, and qualification needed for higher level jobs. Hence managers have to depend on recruitment from outside the organization. Further, external recruitment remits choice from among a large number of external candidates from which employees may be recruited. Let us discuss some of those:
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Advantages & Disadvantages of Internal & External Recruiting:-
(a) Advertising vacancies in newspapers and journals: Advertising vacancies in newspapers newspapers and journals is the most popular method f inviting applications. If you are in search of a job, you may look up various ob vacancies advertised in “Employment Weekly” or “Rojgar Samachar” or daily newspapers. Any companies do their own advertising for vacant positions, whereas some companies appoint agencies to advertise on their behalf. People read the advertisement and, if they are qualified for the job, they apply for it. You may see a specimen f job advertisement given earlier in the lesson for the job of typists. •
Grameenphone Advertising tools:
Grameenphone uses different types of media to acquire different types of objectives. To select media depend on the target audience, product characteristics, message characteristics and cost. The advertising tools that grameenphone uses as a media to communicate with the existing and potential p otential customers are:
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o
Newspapers
Newspaper Newspaper covers all sorts of informati information on about grameenphone’s grameenphone’s product. It mainly mainly covers the informative and reminder advertising.
Target audience Literate people.
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Message characteristics Flexibility, high believability
Duration Short life
Cost Lower
Television
Television is an effective media for good mass-market coverage. Television telecasts messages about new product and it is mostly used for persuasive advertisement.
Target audience All types of people but teenagers influences more
Message characteristics Duration High High atte attent ntio ion, n, high high reac reach, h, high high Long life clutter
Cost High
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o
Radio
Within a lower cost, grameenphone broadcast their massage through radio. It is a better way for persuasive advertisement.
Target audience All types of people but teenagers influences more.
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Message characteristics Duration Audi Audio o pres presen enta tati tion on only only but but usag usagee Relatively mass and cover high geographical area. short life
Cost Lower
Magazines
An effective media that grameenphone uses as a promotional tool to achieve the customer’s awareness about grameenphone and its product. It is an effective media for informative and persuasive advertisement.
Target audience Middle and Upperincome audience.
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Message characteristics Duration High-qualit High-quality y reproducti reproduction, on, credibilit credibility y long life and prestige.
Cost Medium
Newsletters
Grameenphone publishes newsletter regularly to inform existing customer as well as potential customer about company’s recent activities and offer.
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Target audience Loyal consumers and interest persons o
Message characteristics Very high selectivit vity, full control.
Duration Short ort life
Cost Relatively low cost
Internet
Internet performs effective promotional tools grameenphone advertising. It gathers all sort of information about grameenphone.
Target audience Intern Internet et brow browser ser
Message characteristics High High selec selectiv tivity ity,, inter interact active ive possibilities.
Duration Long time still update
Cost Relatively low cost
(b) Employment Exchanges: Employment exchanges exchanges have been set up by his government for bringing together job seekers and employers who are looking for employees. Those who are in search of employment get themselves registered with the local Employment Exchanges. The Employment Exchange keeps a record of all such persons who require help in finding jobs. The employer notifies the vacancies to the nearest Employment Exchange. The Employment Exchange in turn recommends names from amongst the qualified employment seekers already registered with it, and forwards the name to the employer for Consideration. Thus if you are seeking a job after passing the senior secondary examination, it will be better if you get yourself registered with the Employment Exchange. It will forward your name to the prospective employer kipping in view the suitability of the job as per your qualifications.
(c) Educational, Professional and Technical Institutions: Managers, officers, technicians like engineers, electricians, electricians, mechanics and skilled workmen are often recruited from institutions like Indian Institute of Management, Indian Institute of Technology, Engineering Colleges, Industrial Training Institutes, Polytechnics, and Vocational Training Institutes. Companies send one or more senior managers to such institutions where they meet the person in-charge of helping students in getting jobs. They recommend suitable candidates who are interviewed for selection by the managers.
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(d) Applicants applying on their own initiative: Those looking for jobs often apply on their own initiative. They assume that certain vacancies are likely to arise, and apply without reference to any job advertisement. Managers keep record of such applications and contact suitable ones when they need them. (e) Recruitment at the factory gate: This is found mainly in the case of factory workers to be recruited on daily wages. Such workers gather in the morning at the factory gate to serve as casual workers. Very often existing regular employees go on leave, and vacancies are filled by recruitment at the factory gate. These casual workers having once served in the factory for some time are considered for regular employment. (f) Workers’ union: Workers’ unions also play an important role as a source of recruitment. Some unions have agreement with the management whereby managers are required to consider employment of retrenched or former employees on a priority basis. Significance of Recruitment Inviting applications from qualified people is essential before hiring employees. By attracting suitable candidates for the job recruitment makes the task of managers easier in selecting employees. Vacancies can be filled up satisfactorily satisfactorily only if candidates who meet the job requirements have been prompted to apply. Hence, only those candidates are considered by managers who are qualified and interested in the jobs. It is, therefore, essential to attract the right type of candidates through proper means giving full information about the job to be filled up, and then to select from among those who fulfill the requirements of the job. The process of recruitment thus makes it possible to employ right kind of people capable of doing the jobs efficiently.
(2)
Selection
Meaning: Selection means going through the qualifications and experience of the candidate to decide whether he /she fulfils the requirements of the job. Thus
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selection is the process of matching the candidate, his qualification, experience and skill with the expectations of the job. To select the right employee a proper procedure has to be adopted. The selection procedure consists of a number of steps in logical order to identify the candidates who are to be finally appointed. The manager examines the qualification, skill, and work experience of each candidate and determines his suitability for the job through the selection procedure.
Selection Procedure The selection procedure usually consists of the following steps—
1. Initial Screening After applications are received from candidates in reply to a job advertisement, the same must be examined to decide which ones deserve to be considered and
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followed up. Normally, the candidates are asked to apply in their own hand writing on a plain paper. Sometimes the job advertisement mentions the particulars to be given in the application. In many cases the candidates are required to apply in the prescribed printed form of the company, containing particulars of name, address, nationality, religion, mother tongue, date and place of birth, marital status, education and training, employment history, references, etc. A specimen copy of such an application form is given at the end of this lesson. Screening means checking the contents of the applications to ensure that the minimum eligibility conditions in respect of age, experience, necessary qualifications and skills are fulfilled by the candidates who have applied for the job. Screening is usually done by a responsible officer of the company or by a screening committee. The purpose of screening is to prepare a list of eligible candidates who are to be considered for interview. Candidates not eligible are thereby excluded from further consideration.
2. Completed application form Gives a job-performance-related synopsis of what applicants have been doing, their skills and accomplishments. • Legal considerations – Omit items which are not not job-rela job-related; ted; e.g., sex, religi religion, on, age, age, national origin, race, color, and disability. – Includes Includes statem statement ent giving giving employer employer the right to dismis dismisss an employee for falsifying information. – Asks Asks for permi permissi ssion on to to check check work work refere reference nces. s. – Typically Typically includes includes “employmen “employment-at-w t-at-will” ill” statement. statement. Individual items of information are validated against performance and turnover measures and given appropriate weights. Data must be collected for each job to determine how well a particular item (e.g., years of schooling, tenure on last job) predicts success on target job. Information collected on application forms can be highly predictive of successful job performance. Forms must be validated and continuously reviewed and updated. Data should be verified through background investigations.
3. Employment test After screening the applications, eligible candidates are given tests to determine skill and abilities in terms of the requirements of the job. For instance, if the job of
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typist requires a minimum typing speed of 40 words per minute, a test is given to see whether the candidates applying for the job have the required speed. Passing the test by a candidate does not mean that he will be employed. It implies that all those who have passed the test are qualified for further screening, and those who have failed are not to be considered. Tests which the candidates are to take differ according to the nature of the job. To judge the speed and accuracy of typing, candidates may be given a standard paragraph to type. Similarly, an auto mechanic may be asked to replace a piston. This is known as skill or trade test. Skill or trade test is also known as performance test. Intelligence test may be given for clerical jobs. It may include test of general knowledge and general awareness, test on arithmetic problems, and test of reasoning power and vocabulary. For supervisory and managerial jobs tests are given to find out the candidate’s personality, personality, decision making abilities, etc. 4. Comprehensive Interview Interview is the most important part of the selection procedure. It serves as a means caking on the information given in the application forms and the test result also provides an opportunity to the candidates to inquire about the job and the company during the course of interview. Managers get an opportunity to go into the details of the candidate’s background, and take a decision about their suitability for employment. Selection interview should be conducted in great depth to judge the suitability of the candidates. 5. Background investigation Candidates who are to be considered for employment must have other qualitative like balanced temperament, honesty, loyalty, etc. These qualities cannot be judged on the basis of any test. Therefore, information is obtained and verified from the heads of educational institutions where the candidates have studied, or from the persons whose names are given by the candidates, or from the previous employers. For certain jobs, like the job of cashier or security guard, reliability is a very important job requirement. Therefore, references are required to be checked in such cases. In case of experienced employees, employees, information is checked from their previous employers 6. Conditional job offer Candidates finally selected are issued appointment letters. Such a letter Contains the terms and conditions relating to employment of the candidates. Generally, the candidates are not appointed on permanent basis because it is considered better to try them for a few months on the job itself. This period of service is known as the period of probation. It is necessary because no procedure of selection can fully establish the qualities of a selected candidate. It is only by observing a person at work that one can find out how he does his work and also how he behaves with his superior and fellow employees. If during the probation
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period, an employee is not found suitable his period of probation may be extended. The management may also transfer him to some other job at which he may be expected to do better. The management may also provide him training to improve his abilities. 7. Medical Examination Candidates finally selected selected for the job are asked to undergo medical Examination and get certificates of medical fitness. The purpose of the medical examination is to see whether the selected candidates are physically fit fit for job. t also points out whether employees suffer from illness which can be cured before hiring them e.g. poor eyesight. Such a step in the selection procedure is essential for certain types of jobs as in the case of police and army, where physical fitness is very important. For certain categories of jobs like the job of driver, a proper eyesight is very essential 8. Permanent job offer The appointment of every candidate is followed by a record of particulars of the employed. Such records are maintained and described as employment record. It serves a useful purpose on many occasions e.g., selection of employees for training, their promotion, and wage and salary increase. Though a number of steps in the selection procedure has been listed, all the steps need not be taken by every employer. It depends upon the nature of the jobs and the rank of the employees. For employing casual workers on daily wages, simply an interview by a company’s officer will do. whereas for the job of a typist or clerk, screening of applications, testing, and interview will be required. Similarly, Similarly, for the job of cashier, checking of reference, in addition to other steps, may be needed.
Difference between Selection and Recruitment We have noted recruitment and selection as the two essential parts of the hiring process. These are closely inter-connected. Whereas recruitment helps in attracting suitable candidates, selection helps in finding out the candidates who meet the requirement of the job. Recruitment helps in selecting the most suitable out of a large number of candidates. However, recruitment and selection processes differ in certain aspects. →Recruitment is the process of attracting good applicants for jobs, whereas lection starts after applications have been received. →
→
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→In the recruitment process, there is matching of the
applicants with the requirements of the job. Selection takes place after the matching of candidates with job requirements. Recruitment involves decisions as regards the sources of potential candidates. Selection is made through different steps in the procedure adopted. Job description helps the manager to attract good candidates, while selection of the employee requires making the right choice.
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Findings and recommendation Here we found some findings of GP 1. GP cell rate is very high. 2. High product rate. 3. Slower internet service. 4. Customer services are not good at all. Roster Management: Management: Working time is different for full time employees and part time employees. Very often it has been seen that part time employees do not get enough flexibility in their work schedule. It’s very hard to get leave or bring change in roster. Resource Management need to give more focus on part time employee too as they are not less competent in comparison to any full time employee. It will create a more harmonious work environment and it will also improve the motivation level of the employees.
Remove frequent changes in process: Frequent changes in process make the employees confused. It also hampers the business performance. It increases the service delivery time and p roduces low customer satisfaction. To reduce the hassles for both agent and customers it is quite important to adopt a flexible and user friendly process.
Establish strong coordination among segments: Coordination among systems helps to serve customer in the very exact way it has been designed. Other than that it creates conflict and misunderstanding scenarios Among segments. People from different segment have their own point of view. So it needs to be ensured that all of them have common platform to carry their job Responsibility in right manner.
If GP reduce their call rate then they will get more customer and can make their profit on the other hand GP internet service is not so good if we see like other internet service they provides better internet service for the customer.
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Conclusion Grameenphone still has a positive image in the Mobile market. Due to its various products and wide market coverage, strong network, at affordable rate with various service centers and its value added services, it can be considered as the market leader in the telecommunication industry and its competitors are far behind. Because of a truly phenomenal network support, Grameenphone is still growing with its subscriber base at an average rate of 16000 new connections per day, all over Bangladesh. The people, process and the actual service, builds the image and demand of Grameenphone. By people it is meant the employees who interact with the customers directly, and the company’s customers. Here after a while the thing that matters to the customer is the quality of after sales service and unparallel customer service. Throughout this report, actions undertaken in the Business Segment of Contact Center has been depicted properly. All the basic support services have been identified. Through the tenure of my service in Grameenphone, I have faced a lot of internal and external problems which can be easily removed or overcome to a great extent by planning things a little bit ahead. The problems are easily solvable by integrating the number of inter dependent segments in one direction. Problems like Employee dissatisfaction, Roster clash, Channel break down, Lack of timely information, Lack of flexibility in work arena, Complication in execution, Lack of authority, complicated process flow, Information mismatch etc can be easily solved by regular “Inform and evolve” session, adequate Roster Management, Removing frequent changes in process, Establishing strong coordination among segments, Designing simple process, Ensuring timely and unique information, Employing more people in CSD and ensuring concurrent engineering. If all these things are done accurately, both the customers and the customer managers will have a better time in rediscovering the service of the employees in the contact center. Only then the ambition “ To provide the
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best-in-class best-in-class Customer Service in Asia” by establishing the most reliable, friendly and quality customer service will be made m ade possible.
Bibliography 1. Web site: www.grameenphone.com www.grameenphone.com.. 2. www.scribd.com 3. Fundamentals of Human Resource Management Eighth Edition DeCenzo and Robbins 4. www.wikipedia.com
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