How Cultural & Economic Factors Affect International Business

Assignment on conference in Grameen mobiliseLTD. Assignment ON communicating in Grameen shoutLTd. nimble for Ishtiaque Arif Assistant professor School of descent Studies Southeast University Prep bed by Name Burhan Uddin Rabbani ID- 2011110001065 MBA(regular), Batch -twenty-eighth Institution Name Southeast University Submision Date garner OF TRANSMITTAL July28, 2012 Ishtiaque Arif Assistant professor School of melodic line Southeast University. contentedness Submission of Assignment taradiddleDear Sir, I would like to take this opportunity to give thanks you for the guidance and support you stimulate provided me during the course of this root. Without your help, this bailiwick would grant been unworkable to complete. With deep gratitude, I likewise ack nowledge the help provided by Mr. Shariful Huq, guest Development Manager Grameen environ Ltd. To prep be the report I imperturbable what I believe to be just about relevant nurture to authorize my report as analy tical and reliable as likely. I shake concentrated my best effort to achieve the objectives of the report and hope that my crusade pull up stakes serve the purpose.The practical knowledge and experience ga at that placed during report preparation will immeasurably help in my future master copy life. I request you to excuse me for any mistake that may bechance in the report despite of our best effort. I would re entirelyy value it you enlighten me with your thoughts and views regarding the report. Also, if you wish to enquire almost an aspect of my report, I would fain answer your queries. Thank you again for your support and patience. Yours Sincerely, Burhan uddin Rabbani Program MBA (Regular) ID 2011110001065, Batch 28th (B) Southeast University Acknowledgement all told praise to Allah, the almighty, and the merciful. Without his blessing and supplantorsement this report would non have been accomplished. The successful completion of this report might never be possible in time without the help some person whose inspiration and speck made it happen. First of all I want to thank my artless teacher Ishtiaque Arif for helping me completing my report on Assessment of conversation in the context of Grameen phone. I would also like to thank Mr. Shariful Huq, client development manager at Grameen band, and my friend who helped me by providing informative counsellings.Without them this get off would have been really difficult. And finally I also express my simple gratitude to all those who participated to prepare the report. They were busy employee of Grameen headphone. Executive Summary Grameen audio is the issuance 1 smooth operator with 44% market share (September, 2010). scrap of subscribers stands at 2865 mn (Sep10). For 2010 up to end 03, sum of money revenues were sot 55. 1 ho versus R0T48. 6 hr for comparable comparable period in 2009, whereas 525 for 2010 up to end 0. 3 was SOT 523 against BDT 537 for the same period in 2009. This p roject was designed to assess the conversation forge in grameen Phone . t is generally recognized that, although Grameen phone is leading the market of restless tele talk industry, they have some communication error. Grameen Phone Communicate with the agents, dealers, employees in the following way unsettled Phone Online boldness to face communication. basically these are the communication process GP used in run short their organization. GrameenPhone divides its communication process into three sectors These are explained down the stairs parley with the guest intercourse with the organization dialogue with the dealers or agentsThe Communication process of Grameen Phone helps the organization to enlarge its business. So there is no doubt that dividing line communication attainment is big for a business to achieve its organizational goal. Table of contents Contents Page no. Chapter 1 Introduction 1 1. 2 Objectives of the convey 2 1. 3 methodology 2 1. 4 Signi fi mucklece of the study 3 1. 5 confinement of the study 3 Chapter 2 Findings and analysis 3 2. 1 Communication method with customer 3-6 2. 2 Communication methods in the organization 7-8 2. 3 Communication Flow in GP 9 2. 4 Communication system in GP 10 2. Communication with the agents 11 Chapter 3 Conclusion 12 3. 1 Reference 12 1. Introduction alliance profile Grameen Phone is the number 1 wandering(a) operator with 44% market share (September, 2010). Number of subscribers stands at 2865 mn (Sep10). For 2010 up to end 03, total revenues were SOT 55. 1 ho versus R0T48. 6 hr for same comparable period in 2009, whereas 525 for 2010 up to end 0. 3 was SOT 523 against BDT 537 for the same period in 2009. Initial capex cycle of geographical insurance coverage pretend Out complete. Subscriber churn levels at 1% per calendar month in 2010 amongst the lowest in emerging Asian markets. One of the largest ISPs in Bangladesh with approximately 4. 5mn active subscribers. Its ne twai nrk covers over 99. 14% of the population in all 64 districts of Bangladesh and 88. 84% of the total land area, and the network substructure included around 114,000 TRXs in more than 7,200 base stations. Grameenphone operates on two(prenominal) OSM 900 & 1800 bands with a bandwidth of 22MHz. The recent allocation of 7,4M1-lz to OP in addition to the 14. 6MHz it already has will help to decrease the pressure on GPs network. OP has 11300 base stations in over 6500 locations across Bangladesh.Overview Grameen Phone (GP) started operations in 1997. In 2009, GP offered 69,439,400 ordinary shares at BDT 10 (US$. 014) each, in addition to a BDT 60 (US$ 0. 871 premium, totaling BDT 4. 86 bn (US$ 70. lSmn) & got Listed on OSE & CSE. Quickly after its inception in 1997, GP established itself as the leading mobile operator in the artless by providing superior coverage and better network quality acquaintance than its competitors. In the last 4 years, market dominance of GP has lento er oded with with(predicate) intense competition, falling from 63% in 2005 to intimately 44% (September 2010). GPs AR? U has teen constantly declining, as mobile voice tariffs continue to fall and as greater numbers of subscribers bugger off from lower income assorts. From USD 5. 4 in Q107, the ARPU has come down to USD 3. 03 in 0310 (02 2010 USD 3. 47). GP was the first mobile operator to introduce prepaid mobile connections in Bangladesh in 1999. Apart from internet serve through EDGE, Crameenphone is also the except medium through which Cell Bazaar operates a redevelopment where tidy sum can buy and sell products through a mobile.It also operates a telemedicine helper called Health line, It provides a host of other VAS go including ringtones, welcome tunes, SMS-MMS, instant messaging, sports-news updates, stock market updates, electronic ticketing service and so on . However, to turn its business GrameenPhone divides its communication process into three sectors These ar e explained on a lower floor Communication with the customer Communication with the organization Communication with the dealers or agents 1. 2 objectives of the study The primary purpose of the report is the fulfillment of the course requirement.The primary(prenominal) objectives of the report are as follows * To fulfill the partial requirement of the headache Communication course offered in MBA program. * To explore advantages provides by the skill of line of merchandise Communication and contribution to the profitably of the organizations as well as economic system of Bangladesh. * It will also enable me to modify my skill on report writing. As corporate executive put great value on report writing as an important element in way success, this part of the course will repare me to face the future challenges of corporate world. * To hit the books the benefit of applying the skill of communication in organizations. * To analyze how GP build up their Communication System. 1. 3 Met hodology Source of info I would like to make sure that I have all the demand data required to come up with effective result. Therefore, I have combined both primary and secondary data collection method. All data related to this study is attached with the appendix. A. Primary source of data * Interview of customer manager working at GP B. standby source of data * Internet * Newspaper archive * one-year tarradiddle of GP 2010 . 4 significance of the study The reason behind choosing this topic, there are basically 3 reasons behind choosing this topic. 1. It is one of the most important matter for us how a large multinational Company operates their Communication process. 2. What is the main communication strength of maintaining large scale of customs? 3. How GP keep up Communication process? 1. 5 Limitation of the study In doing this study we have to face some limitations, those are Employers were not interested to talk. Employees reluctant to share internal matter.For understandab ility we had to use real simple statistical tools. We were not able to collect enough information from government research agency. 2. Findings and Analysis 2. 1 Communication method with customers after(prenominal) fourteen years of operation, Grameen Phone has about 30 million subscribers as of may 2008. To retain the current subscriber and to increase the number of them, Grameen Phone has to communicate its customer continuously. As a result it comes to know about customers problems, expectations and demand from the association. To do so, Grameen Phone gets linked to its subscriber 24 hours passim the year by providing information.Moreover, the company fascinates the customer by giving every type of facilities such as SIM replacement, change of address as so on in their customer care centre. To provide these services. The company communicates with its customers through come up to or in guide method. These methods are described below. Products and service engage Method Throug h this direct process, the effective communication of Grameen phone with its customer occurs in a two way, face to face daub where both verbal and non verbal symbols and languages are apparent to both parties, which can be called level 1 communication.Moreover the company deals with its subscribers by level 2 communication where a two ways, but now face verbal situation occurs. Both in these two types of communication, instant feedback are available. As a result, the company can gradually learn about what subscriber wants from the company and can fill its subscribers demands, expectations and solve problems as per as its ability. However, after culture about the expectation, demand and problem of subscriber, Grameen phone divide these things into three segments and these are Request Complains Queries After doing so, then Grameen phone inform their management by doing email in he internet. Actually, in the whole process of corresponding, Grameen phone prefers too email subscriber s and management. There are some kinds of examples on direct method are shown below through which Grameen phone be attached with customers. $ *111* all time get to any information $ 121 hot online service $ Message service Email contacts $ client Management centre 121 HOTLINE assist GrameenPhone Ltd. Launched GP proceeds Month from March 1 , to further improve the delivery of after- sales services Enjoy prioritized customer service by evidently dialing121.Dedicated customers care managers are available round the clock, 24 hours A solar day and 7 days a week only to serve you better. Business Solutions postpaid subscriber can call 121 absolutely free of cost. Customer Management Center In an effort to provide after sales services closer to where the customers live, more than 8000 GP Service Desks have been open around the country, located in all upazila in the 61 districts where the Grameen Phone network has coverage. These GP Service Desks are equipped to provide most of the after sales services and are open from 10am 6pm on all weekdays.In addition, all the 600 GP customer Centers located in the divisional cities now remain open from 8am 8pm everyday including all holidays. Email And Message Service On the other side, if any subscriber wants to inform about their problems, they can do it through email contact or message service also. As a result, they can be linked with GP very closely. Indirect Method On the other side, Grameen phone communicate with its subscribers through indirect method by level 3 communications where a two way, face verbal communication does not occur. Only indite or printed documents or photo mages are circulated on bill control panel and advertisements are telecast on television and so on. As a result, instant feedback is not available in this process. Thus the company their facilities of SIM flyer to subscribers. Some kinds of indirect method are also given below Advertisement on television Advertisement on bill dialog box Advertisement on newspaper. Advertisement on internet. 2. 2 Communication Methods In The Organization To achieve its run goals, Grameen phones needs to direct and coordinate its interdependence of units and individuals toward a desired point.As a result, a orchis organization structure results from efforts to achieve coordination. On the other side, coordination results from effective communication and well organized programs or systems. There is a formalized hierarchy of Grameen phone has been shown below. Here, organization chart defines the scope of the organization. The plenty generally amuse roles and perform functions in all those spaces in the organization chart, he visualise structure could seldom be considered a final answer. However, to conduct function, the officials of GP have o contact with each other.Generally, GP believes in wanton communication when they usually talk to each other. But, to submit a object, report to their management, they prefer to emai l communication better. They do not submit these things by direct handing over. On the other side, their communication in mobile by colleague is free as they have their own company mobile SIM. 2. 3 Communication Flow In The GP The flows of communication at heart the organization may be up, down, or horizontally directed. Grameen Phone bound has downward and upward communication flows which are following Downward CommunicationDownward Communication is that from superior to subscriber-from boss to employee, and from policy maker to operating personnel. Five elements of downward communication are following Job instruction Teaching new or current employees how to do a feature task. Rationale The justification for the organization and its goals how a particular function fits into the total organization. information Orientation to the company its rules, practices, procedures, and history. Feedback about job performance Supervisors military rating or appraisal of employee performance .Ideology The effort to convey to and install in employees a degree of enthusiasm, loyalty, or support for the organization. This flows, of course, related to the hierarchical structure of the organization. upwards communication When management requests information from lower organizational levels, the resulting information becomes feedback to the request. This is called upward communication. This communication keeps management informed about the feelings of subordinates, helps management identity both difficult and potentially promotable employees, and paves the way for even more effective downward communication.Basically these two types of communication flow are used by the Grameen Phone. 2. 4 Communication System in GP Every organization has two types of communication system. Grameen Phone is not except from them. It has also two types of communication system which are following External System This system is typified by the formal organization chart. This system is used to cont rol individual and group behavior and to achieve organizational goals. Some elements of external system are following Business letter Report writing Business proposal Memorandum report etc.Internal System The internal system develops as people interact within the formal, external system and certain behavior patterns emerge, patterns which retain social and psychological needs. In internal system, both formal and snug elements of communication are used which are following Grapevine Face to face communication PABX Mobile Letter etc 2. 5 Communication With The Agents The products and services of Grameen Phone are sold through the following channels Grameen Phone at founder has 450 Point of sales all over Bangladesh in order to sell their mobile phones.These Point of gross revenue include 11 Dealers and their franchises. 78 Outlet Agents. 52 Individual agents. Among the 11 Dealers, at present Flora, Grameen Telecom, Brothers and Butterfly, are the leading ones, with the maximum nu mber of franchises. Besides their products, Grameen Phone also sell service. Services are sold through info Centers and Hotline. Info center provides spot solutions. Here subscribers can get subscription. Trained and pally officers are serving at Info Center from 8am-6pm.There is also 01 Sales Logistics officer who is responsible for providing SIM(Subscribers Identification Module) cards and handsets to the subscribers and distribution of marketing items. At present there are 6 Info centers, two in Dhaka and rest four in the other four regional heads, namely, Chittagong, Rajshahi, Sylhet and Khulna. Not only has that Grameen Phone interacted with the agents in the following way Mobile Phone Online Face to face communication. Basically these are the communication process GP used in operate their organization. 3. ConclusionBy conducting mountain I am able to reach this point that the communication skill of Grameen Phone is really overwhelming. Not only that its effectiveness in c ommunication helps it in a large way to achieve its organizational goal. The Communication process of Grameen Phone helps the organization to enlarge its business. So there is no doubt that Business communication skill is important for a business to achieve its organizational goal. 3. 1 Reference Grameen Phone Annual Report 2010 Communication for Business by Shirley Taylor Business communication and slope by Lecica. http//www. grameenphone. com/