How Cultural & Economic Factors Affect International Business

Assignment on colloquy in Grameen c every(prenominal) offLTD. Assignment ON chat in Grameen ear retrieveLTd. nimble for Ishtiaque Arif Assistant prof dole out aim of business Studies Southeast University Prep ard by Name Burhan Uddin Rabbani ID- 2011110001065 MBA(regular), Batch -28th refuge Name Southeast University Submision Date earn OF TRANSMITTAL July28, 2012 Ishtiaque Arif Assistant professor School of caper Southeast University. Subject introduction of Assignment taradiddleDear Sir, I would like to take this opportunity to thank you for the guidance and uphold you ingest hand overd me during the stemma of this musical composition. Without your help, this report would hold in been im mathematical to complete. With deep gratitude, I overly accognition the help housed by Mr. Shariful Huq, client Development Manager Grameen anticipate Ltd. To correct the report I coped what I believe to be most germane(predicate) information to make my report as analytical and reliable as possible. I slang concentrated my best case to chance on the objectives of the report and hope that my elbow grease will serve the purpose.The practical knowledge and experience gathered during report education will immeasurably help in my incoming professional life. I postulate you to excuse me for all told mistake that whitethorn occur in the report contempt of our best effort. I would authentically jimmy it you enlighten me with your thoughts and views regarding the report. Also, if you wish to enquire near an aspect of my report, I would gladly outcome your queries. Thank you again for your give birth and patience. Yours Sincerely, Burhan uddin Rabbani course of scripted report MBA (Regular) ID 2011110001065, Batch 28th (B) Southeast University AcknowledgementAll congratulations to Allah, the almighty, and the merciful. Without his blessing and nullifyorsement this report would non fall in been accomplished. The successful completion of this report might never be possible in time without the help approximately person whose inspiration and suggestion make it happen. First of all I need to thank my honorable teacher Ishtiaque Arif for fortune me completing my report on estimation of conversation in the context of Grameen call up. I would besides like to thank Mr. Shariful Huq, guest development manager at Grameen earphone, and my relay link who helped me by providing informative instructions.Without them this project would have been very difficult. And finally I as swell up as express my sincere gratitude to all those who severalizeicipated to contrive the report. They were busy employee of Grameen think. Executive Summary Grameen telephony is the number 1 agile actor with 44% commercialize sh argon (September, 2010). emergence of ratifiers stands at 2865 mn (Sep10). For 2010 up to check 03, conglomeration revenues were drunk 55. 1 ho versus R0T48. 6 hr for same comparable arrest in 2009, wherea s 525 for 2010 up to end 0. 3 was wino 523 against BDT 537 for the same period in 2009. This project was designed to measure the talk dish up in grameen visit . t is chiefly recognized that, although Grameen phone is hint the market of alert telecom industry, they have some confabulation error. Grameen Phone Communicate with the agents, dealers, employees in the sideline focusing Mobile Phone Online Face to eccentric intercourse. Basically these atomic number 18 the discourse outgrowth GP used in perplex their establishment. GrameenPhone divides its dialogue growth into three sectors These are explained d cause the stairs colloquy with the customer conversation with the organization intercourse with the dealers or agentsThe converse process of Grameen Phone helps the organization to plump out its business. So there is no surmise that chore converse acquirement is pregnant for a business to achieve its organisational goal. Table of contents cont ents Page no. Chapter 1 intro 1 1. 2 Objectives of the study 2 1. 3 Methodology 2 1. 4 Signifi sewerce of the study 3 1. 5 bound of the study 3 Chapter 2 Findings and analysis 3 2. 1 intercourse brass with customer 3-6 2. 2 intercourse methods in the organization 7-8 2. 3 confabulation Flow in GP 9 2. 4 converse dust in GP 10 2. confabulation with the agents 11 Chapter 3 Conclusion 12 3. 1 Reference 12 1. Introduction companion profile Grameen Phone is the number 1 busy operator with 44% market share (September, 2010). Number of contributors 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 coverage come along Out complete. Subscriber churn levels at 1% per month in 2010 amongst the final in emerging Asian markets. unmatchable of the magnanimou sst ISPs in Bangladesh with approximately 4. 5mn active subscribers. Its net covers over 99. 14% of the population in all 64 districts of Bangladesh and 88. 84% of the total land area, and the network infrastructure include a dishonor 114,000 TRXs in more than 7,200 foot stations. Grameenphone consorts on both(prenominal) OSM 900 & 1800 bands with a bandwidth of 22MHz. The novel allocation of 7,4M1-lz to OP in auxiliary to the 14. 6MHz it already has will help to decrease the shove on GPs network. OP has 11300 base stations in over 6500 locations across Bangladesh.Overview Grameen Phone (GP) started trading operations in 1997. In 2009, GP offered 69,439,400 banausic 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 afterward its inception in 1997, GP established itself as the leading mobile operator in the plain by providing superior coverage and stop network quality p erception than its competitors. In the last 4 years, market ascendence of GP has slowly eroded finished intense competition, falling from 63% in 2005 to close to 44% (September 2010). GPs AR? U has teen constantly declining, as mobile voice tariffs continue to fall and as greater numbers of subscribers come from humble income conferences. From USD 5. 4 in Q107, the ARPU has come implement 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 network divine function through EDGE, Crameenphone is likewise the scarce medium through which Cell carnival operates a armed service where people can buy and sell products through a mobile.It withal operates a telemedicine service called health line, It provides a host of different vas services including ringtones, welcome tunes, SMS-MMS, bit messaging, sports-news updates, investment connection market updates, electronic ticketi ng service etc. . However, to turn its business GrameenPhone divides its communication process into three sectors These are explained down the stairs Communication with the customer Communication with the organization Communication with the dealers or agents 1. 2 objectives of the study The primordial purpose of the report is the ful subscribe toment of the course requirement.The main objectives of the report are as follows * To fulfill the partial requirement of the Business Communication course offered in MBA program. * To look advantages provides by the skill of Business Communication and contri thation to the profitably of the organizations as nearly as economy of Bangladesh. * It will excessively enable me to improve my skill on report piece of music. As corporate executive put great value on report writing as an key element in circumspection success, this part of the course will repare me to nervus the future challenges of corporate world. * To analyze the benefit o f applying the skill of communication in organizations. * To analyze how GP build up their Communication System. 1. 3 Methodology Source of info I would like to make sure that I have all the necessary selective information required to come up with efficacious outlet. Therefore, I have combined both primary and secondary data accretion method. All data related to this study is attached with the appendix. A. Primary reference of data * Interview of customer manager working at GP B. Secondary source of data * Internet * Newspaper file * Annual Report of GP 2010 . 4 significance of the study The reason slow choosing this topic, there are basically 3 reasons behind choosing this topic. 1. It is one of the most definitive matter for us how a cock-a-hoop multinational Company operates their Communication process. 2. What is the main communication strength of maintaining large crustal plate of customs? 3. How GP keep up Communication process? 1. 5 Limitation of the study In doing this study we have to give some limitations, those are Employers were not interested to talk. Employees reluctant to share inside matter.For understandability we had to use very innocent statistical tools. We were not able to collect enough information from government search agency. 2. Findings and Analysis 2. 1 Communication method with customers After fourteen years of operation, Grameen Phone has around 30 million subscribers as of may 2008. To retain the current subscriber and to increase the number of them, Grameen Phone has to devolve its customer continuously. As a result it comes to know about customers b opposites, expectations and demand from the companionship. To do so, Grameen Phone gets linked to its subscriber 24 hours throughout the year by providing information.Moreover, the company fascinates the customer by giving all type of facilities such as SIM replacement, transform of address as so on in their customer care centre. To provide these services. The c ompany communicates with its customers through direct or indirect method. These methods are described below. Products and service Direct Method Through this direct process, the efficient communication of Grameen phone with its customer occurs in a two flair, face to face note where both communicative and non communicative 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 learning about the expectation, demand and problem of subscriber, Grameen phone divide these things into three segments and these are Request Complains Queries After doin g so, then Grameen phone inform their management by doing netmail in he internet. Actually, in the unanimous process of corresponding, Grameen phone prefers too e-mail subscribers and management. There are some kinds of examples on direct method are shown below through which Grameen phone be affiliated with customers. $ *111* all time get to any information $ 121 hot online service $ nub service email contacts $ Customer care centre 121 HOTLINE SERVICE GrameenPhone Ltd. Launched GP assist Month from March 1 , to gain ground improve the delivery of after-gross revenue services respect prioritized customer service by simply dialing121.Dedicated customers care managers are available round the clock, 24 hours A day and 7 days a week just to serve you better. Business Solutions postpaid subscriber can call 121 absolutely liberate of cost. Customer Management Center In an effort to provide after gross sales services closer to where the customers live, more than 8000 GP Servi ce Desks have been opened most the country, locate 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 uphold 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. confirming Method On the other side, Grameen phone communicate with its subscribers through indirect method by level 3 communication theory where a two way, face verbal communication does not occur. Only written or printed documents or photo mages are circulated on bill board and advertisements are telecast on television and so on. As a result, instant feedback is not availab le in this process. Thus the company their facilities of SIM card to subscribers. some(prenominal) kinds of indirect method are also given below advertizement on television ad on bill board Advertisement on newspaper. Advertisement on internet. 2. 2 Communication Methods In The Organization To achieve its operating goals, Grameen phones necessitate to direct and coordinate its interdependence of units and individuals toward a desired signify.As a result, a baronial 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 people generally occupy roles and perform functions in all those spaces in the organization chart, he figure structure could seldom be considered a final answer. However, to conduct function, the off icials of GP have o contact with each other.Generally, GP believes in informal communication when they commsolely talk to each other. But, to submit a proposal, report to their management, they prefer to email communication better. They do not submit these things by direct handing over. On the other side, their communication in mobile by accessory is free as they have their own company mobile SIM. 2. 3 Communication Flow In The GP The arises of communication within the organization may be upward, descending(prenominal), or horizontally directed. Grameen Phone hold in has downward and upward communication flows which are pursual downward CommunicationDownward Communication is that from superior to subscriber-from boss to employee, and from insurance maker to operating personnel. Five elements of downward communication are following labor instruction Teaching new or current employees how to do a point task. Rationale The justification for the organization and its goals how a particular function fits into the total organization. randomness Orientation to the company its rules, practices, procedures, and history. Feedback about put-on performance Supervisors evaluation or judgment 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. upwardly communication When management requests information from dismantle 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 control individual and group behavior and to achieve organizational goals. Some elements of foreign system are following Business letter Report writing Business proposal Memorandum report etc.Internal System The upcountry system develops as people interact within the formal, external system and certain behavior patterns emerge, patterns which wedge social and psychological needs. In internal system, both formal and informal 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 sell through the following channels Grameen Phone at present has 450 Point of sales all over Bangladesh in format to sell their mo bile phones.These Point of gross revenue include 11 Dealers and their franchises. 78 offspring Agents. 52 Individual agents. Among the 11 Dealers, at present Flora, Grameen Telecom, Brothers and Butterfly, are the leading ones, with the uttermost number of franchises. Besides their products, Grameen Phone also sell service. Services are exchange through info Centers and Hotline. Info meaning provides spot solutions. Here subscribers can get subscription. Trained and friendly 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 capital of Bangladesh 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 t o face communication. Basically these are the communication process GP used in operate their organization. 3. ConclusionBy conducting survey I am able to reach this point that the communication skill of Grameen Phone is really overwhelming. Not only that its effectiveness in communication helps it in a large way to achieve its organizational goal. The Communication process of Grameen Phone helps the organization to blow ones stack its business. So there is no doubtfulness that Business communication skill is consequential 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 side of meat by Lecica. http//www. grameenphone. com/