Table of content

|Topic |Page no. |
|Introduction |6 |
|Origin of the report |6 |
|Objective of the study |7 |
|Scope |7 |
|Methodology |7 |
|Limitations |8 |
|Training |8 |
|Types of training |9 |
|Methods of training |10 |
|Impotence of training |11 |
|History |12 |
|Customer Service Department of Grameenphone |13 |
|Training of Customer Service |15 |
|Types of training & Employees attitude about the training |16 |
|Types of training & Employees attitude about the training |17 |
|About Trainers of GPCS |17 |
|Evaluation of training |18 |
|Evaluation of customers Satisfaction |18 |
|Conclusion |19 |
|Recommendation |20 |

ACKNOWLEDGEMENT

This assignment report on “relationship between the employee training of GP and the customer service qualitye after provide the trainning.” This report has been prepared for the requirement of the course of training& development, under the supervision and coordination of MD,Atiqur Rahman Sarker Department of Business Adminstration in the East West University. We would like to begin our acknowledgement by thanking MD.Atiqur Rahman Sarker for assigning us the topic and for his cooperation and guidance to conduct this assignment. Special recognition also goes to “East West University” for allowing us to conduct this study and accomplish this assignment. We would also like to give thanks some Officials of the Grameen Phone and the HR manager for helping us by providing valuable information.

Finally, we would like to give thanks to the Almighty ALLAh.

Executive Summary:

The term training and development refers to the acquisition of knowledge, skills and competence as a result of the teaching of vocational or practical skills and knowledge that relate to specific useful competences. Training is a planned, organized, and controlled activity designed to improve some aspects or present job performance.

Grameen Phone also provides training to improve capacity, knowledge and practical skills of employees. Grameenphone contact center is also known as GPCC. Customers can solve their problem by calling 121. Basically, GPCC is a hot line for the customers. They can get instant solution by calling 121. Different types of problem can be solved by 121 such as; Bar, unbar of both outgoing and incoming, balance transfer problem, EDGE related problem and also provides different inform ation to the customers. It also solve the problem of flexi load as well as bill pay related. GPCS is providing both the planned training as well as the training according to the needs of the customers. Planned training are those training that is pre-planned, it might be the products, new service or others to update the employees about the new items or altered items.
Training period is devided into two categorise. Such as Production Hour andNon-Production Hour. Basically, most of the training is held on production hours. If any training is held on production hours, the employee should not do the office. Non-production training means that training which is occurred out of office time. It might be in their weekend period. when employees get training in the production period all of them attened in the training but if any training occurred in non-production period, some employees don’t attend that training. The reason of absentism is only for non-production training.

Introduction

Grameenphone was the first operator to introduce the pre-paid service in September 1999. It established the first 24-hour Call Center, introduced value-added services such as VMS, SMS, fax and data transmission services, international roaming service, WAP, SMS-based push-pull services, EDGE, personal ring back tone and many other products and services. The entire grameen phone network is also EDGE/GPRS enabled, allowing access to high-speed Internet and data services from any where within the coverage areas.
Grameenphone is the pioneer in the field of human resource management, employee care and competence development in Bangladesh. Grameenphone is currently employing approximately 5000 people of which 84 % is under 31 years old. The employees are spread out in six office zones throughout the country, with Dhaka being the largest with 3561 employees. Most of the staff has university backgrounds within fields such as management, marketing, economics, finance and engineered. Therefore, the competitiveness issue needs to be addressed, with special attention given to the long-term sustainability in the market. As its competition is arising day by day it should give training to there employee for enrich their skill& capacity to provide better service to their customers . This training is also important for the top level management as they have to maintain a large number of employees and have to play the role of quality service of customer care.

Origin of the report

Training & development is the one of the major courses of B.B.A (Bachelor of Business Administration Department), in the East West University. We came to know about Human resource training activities in the organization. Especially we discuss the training process, future planning, employee benefit and service in this report..

Objective of the study

Every job has objectives. For preparing the report, we have also some objectives. These are: ➢ To gather more practical knowledge against theoretical knowledge. ➢ To know the training methods & procedure of the organization. ➢ To gather knowledge about employee benefit and service ➢ To find out the findings and solution. ➢ To know the real situation of employee training and its affect ➢ It will also enable us to improve our skills on report writing. As corporate executive put great value on report writing as an important element in organization success, this part of the course will prepare us to face the future challenges of corporate world.
Scope of the report

The assignment will mainly focus on the Grameen phone’s current situation of employee performance, are they face any problem of providing services and row they will solve the problems by giving training at different level and what are the effect of this trainings.

Methodology of the report

To do any task, one should go through a systematic way. To complete the report first we made a plan. Then we used the Internet to get the primary knowledge. On the basis of the knowledge, we made our questioner to collect information. We read many book and again we used internet and go to the organization to ask the questions& find the answer of the questions . After collecting all data and information, we analyzed them. Finally we prepared the report and recommendation.

Limitations

By the time of preparing the report, we faced some problems. These problems are our limitations. If the limitations were not arisen, the report will be more significant and resourceful. The limitations were: -

➢ Sources of information were very limited. ➢ Information was not available. ➢ Related papers and documents were also unavailable. ➢ Our personal limited knowledge regarding report writing. ➢ Most of the information is secret. ➢ Time is limited ➢ Employees are not frequent to talk about the training programs ➢ Lack of experience also acted as constraints in the way of exploration on the topic.

Training
Training is a learning experience in that it seeks a relatively permanent change in an individual that will improve the ability to perform on the job. Training can involve the changing of skills, knowledge, attitudes, or behavior. It may mean changing what employees know, how they work, their attitude toward their work, or their interaction with their coworkers or supervisor.
Usually these three aspects KSA have to be taken together all of them need to be addressed, if a person is to develop himself/herself t contribute effectively to a group or org. to which he/she belongs. So training is about enabling people to gain knowledge, skill &attitude.

Types of training

Types of training based on content type: 1. Knowledge (Cognitive learning): Training with knowledge as its content base, is usually a lecture type of training where facts and methodology are discussed. These trainings can be reinforced with quizzes, flow charts, diagrams, discussions etc. For example, bank training programs for old bankers, who have been working with paper files and cabinets, ”Introduction to Computers” will be a knowledge training, where the trainer will have to take them through the history of computers, parts of a computer, benefits of using computers over paper files etc. 2. Skills (Psycho-motor learning): In skills training, emphasis is given to application of the acquired knowledge, either in a real or simulated setting, also called hands on experience. This type of training usually results in improvement in speed or quality of tasks performed. To take the above example further, bank training programs to coach on how to start a computer, create files and folders etc. on a computer is an example of Skills training. 3. Attitude (Affective learning): This type of training aims to bring about a change in values, attitudes, interests, opinions and emotions. It is the most difficult training of all, specially as it is difficult to determine its effectiveness. So while it’s relatively easy to explain facts of computing to the bankers and teach them how to operate the machine, it is a humongous task to motivate them to rely on computers. It takes time and enormous amount of reinforcement. Ask any 90′s trainer who was instrumental in Computer trainings for companies.
Types of training and development based on location: 1. Classroom training – The traditional type of training with lecture as the chief method of imparting learning. 2. Vestibule training – Training in a simulated setting which lets the trainee acquire the skills and knowledge with a allowance for making mistakes. Also called laboratory training.

3. On the Job training – Real time training where a person learns from following instructions or trial and error. Examples of on job training are observation assignment (understudy), apprenticeship, internship, job rotation etc which are carried out under observation of a trainer or an expert.
Types of training based on training methodology: 1. Lecture 2. Programmed Instruction 3. Computer assisted instruction 4. Audiovisual techniques 5. Business games

Methods of Training

Training is generally imparted in two ways: 1. On the job training- On the job training methods are those which are given to the employees within the everyday working of a concern. It is a simple and cost-effective training method. The in-proficient as well as semi- proficient employees can be well trained by using such training method. The employees are trained in actual working scenario. The motto of such training is “learning by doing.” Instances of such on-job training methods are job-rotation, coaching, temporary promotions, etc. 2. Off the job training- Off the job training methods are those in which training is provided away from the actual working condition. It is generally used in case of new employees. Instances of off the job training methods are workshops, seminars, conferences, etc. Such method is costly and is effective if and only if large number of employees have to be trained within a short time period. Off the job training is also called as vestibule training i.e., the employees are trained in a separate area (may be a hall, entrance, reception area, etc. known as a vestibule) where the actual working conditions are duplicated.

Importance of Training

Training is crucial for organizational development and success. It is fruitful to both employers and employees of an organization. An employee will become more efficient and productive if he is trained well.
Training is given on four basic grounds: 1. New candidates who join an organization are given training. This training familiarizes them with the organizational mission, vision, rules and regulations and the working conditions. 2. The existing employees are trained to refresh and enhance their knowledge. 3. If any updating and amendments take place in technology, training is given to cope up with those changes. For instance, purchasing new equipment, changes in technique of production. The employees are trained about use of new equipments and work methods. 4. When promotion and career growth becomes important. Training is given so that employees are prepared to share the responsibilities of the higher level job.
The benefits of training can be summed up as: 1. Improves morale of employees- Training helps the employee to get job security and job satisfaction. The more satisfied the employee is and the greater is his morale, the more he will contribute to organizational success and the lesser will be employee absenteeism and turnover. 2. Less supervision- A well trained employee will be well acquainted with the job and will need less of supervision. Thus, there will be less wastage of time and efforts. 3. Fewer accidents- Errors are likely to occur if the employees lack knowledge and skills required for doing a particular job. The more trained an employee is, the

less are the chances of committing accidents in job and the more proficient the employee becomes. 4. Chances of promotion- Employees acquire skills and efficiency during training. They become more eligible for promotion. They become an asset for the organization. 5. Increased productivity- Training improves efficiency and productivity of employees. Well trained employees show both quantity and quality performance. There is less wastage of time, money and resources if employees are properly trained.
HISTORY

Grameenphone Limited, widely known as GP, is the leading telecommunication service provider in Bangladesh. It receieved its operating license in November 1996 and started its operation from March 26 in 1997, the independence day of Bangladesh . It is a joint venture between telenor and grameen telecom corporation. Now Grameenphone is the largest cellular operator in Bangladesh The government demands that a ratio of 1:20, expatriates to locals be kept. The figures are therefore not only within the government requirement , but significantly so. The situation is supposedly a lot different in many of grameenphone’s competitor companies. The turnover rate in 2006was 8%, and a preliminary 4% so far for 2007. The number of resignation speaked in 2005 when new operators penetrated the market and offered higher salaries to Grameenphone employees, but this was still relatively low. One could argue that low turnover rates are a good indicator of a healthy work environment.

Customer Service Department of Grameenphone

Customer service of grameenphone started from 8th june. Customer service is a separate department of commercial division in grameenphone. The head of customer service is mr. lia. Customer service is divided into two categorise. They are: • Grameenphone center (GPC)

• Grameenphoen contact center (GPCC)

1.Grameenphoen Center: Grameenphone center is also known as GPC. A grameenphone center (GPC) serves as a "one stop solution" for customers, with all telecommunications products and services, under a single roof. A grameenphone center also sells phones from vendors like Nokia, Samsung, Motorola, Sagem and Benq. EDGE/GPRS modems and accessories such chargers and headphones are also sold at GPCs. The GPCs also provide the flexiload service without charging extra for small denominations unlike many retailers in the country. Thus making the gpc's and ideal place for many for such a service.

2. Grameenphone Contact Center: Grameenphone contact center is also known as GPCC. Customers can solve their problem by calling 121. Basically, GPCC is a hot line for the customers. They can get instant solution by calling 121. Different types of problem can be solved by 121 such as; Bar, unbar of both outgoing and incoming, balance transfer problem, EDGE related problem and also provides different information to the customers. It also solve the problem of flexi load as well as bill pay related. GPCC is providing the service of direct customer related (121), retailer related (155) and also bill pay related (1200).

Training of Customer Service

Like others department, grmeenphone also provide different service of thei emplyees who are serving in customer service.
In customer service, people are getting different types of training. Basically it is devided into two categorise. • Functional Training

• Soft Skill Training

Functional Traning: Functional training is that type of training which is derectly related to the daily activities of the function of the customer service employees. It means it is job related training and it directly helps the employees to give the service to customers.

Soft Skill Training: Basically soft skill training is for increasing the inner capabilities of the employees such as; leadership, time management, good attitude etc which help the employees to increase their capabilities.

Types of training & Employees attitude about the training

Basically GPCS providing both the planned training as well as the training according to the needs of the customers.Planned training are those training that is pre-planned, it might be the products, new service or others to update the employees about the new items or altered items. They are also providing both on the job and off the job training. Besically most of the training are held off the job training but if required on the job training is also held. The employees of GPCS are taking the training positively. Because they think that it’s a good opportunity for them to get something else which increases thaeir efficiency. There are another reason for getting satisfy is that GPCS providing training to the employees in their office time which is called production hours. So when they attend in their training period on that time they don’t go for office. Training period is devided into two categorise. Such as: • Production Hour

• Non-Production Hour

Production Hour: Basically, most of the training is held on production hours. If any training is held on production hours, the employee should not do the office. But the time is limited for production hour training. Maximum time is 2 hours and minimum is 30 minutes.

Non-production Training: Non-production training means that training which is occurred out of office time. It might be in their weekend period. But if they take in their weekend perion or out of office time they get compensation according to their per hour salary.

Employees’ responses about training:

According to our research, we discovered that in most cases employees welcome their training. We find out that the most reason for accepting the training is for production period training. We also find out when employees get training in the production period all of them attened in the training but if any training occurred in non-production period, some employees don’t attend that training. The reason of absentism is only for non-production training. So it is clear that the customer service employees accept or reject the training depends on time of training. But over all we can say that the employees accept their training at all. So we can say that the training is successful for the customer service because of their training period policy.

About Trainers of GPCS

In most cases, training is provided by the internal employees of GPCS. They have a strong training team. Every month they arrange training programs for existing or new employees. But some times if needed they try to hire out side training team. Before 2 or 3 years ago they hired a trainer from telenor. But most of the trainings are conducted by the internal training team.

Evaluation of training

Every training has two parts one is success and another is failure. Though the organization wants to be success for providing training, some time they don’t get success because of wrong training methods and lack of active participation of employees. So after every training some organization evaluates their success of the training.
If we see the GPCS training evaluation, we will see that they have no specific evaluation on each training. Because they think that if they evaluate each training, it takes much cost. But they evaluate the whole training performance by evaluating employee’s service. If they see that the employees are providing better service they think that they are going to the right way but if any employees do mistake which is related to the training then they note it down in the employees profile and then when possible they try to make a corrective action for the specific mistake. They also provide the training information to the info cube which avails vast of information.

Evaluation of customers Satisfaction

The main objectives of training are to increase customers’ satisfaction. So evaluation of customer is necessary. Basically grameenphone’s training team doesn’t evaluate customers directly but Grameenphone have own evaluation team called CX team. They have to ensure that how many employees are satisfied in a percentage. The standard is 60% employees should be satisfied then they think that the service is ok but if the satisfaction level is below 60%, they screening the whole process including training. So as a organization Grameenphone evaluates training by CX but training team doesn’t evaluate the customers.

Conclusion

Training is essential for every employee especially for customer service. It increases the efficiency level of the employee as a result it increases customer satisfaction. If we think about grameenphone, we will see that every steps they provide training for increasing the service level. But from the interviewing we can see that training team doesn’t evaluate the result of every training as a result they don’t calculate the success or failure of each training but they evaluate the service level of employees; as a result ultimately they can guess about the result of training. On the other hand, they are providing training in the working period so almost every employee willingly join in the training . According to employees positive attitude, we can guess that the training effective enough. Though there is some lacking which is mentioned in the term paper, ultimately that training is successful.

Recommendation:

➢ After giving the training GP didn’t evaluate the training that they give to the employee.

➢ It is important to evaluate the training because by evaluating the training is easy to find out that the training is effective or not.

➢ Sometimes GP arrange out of working day training which is demotivate to the employee so this practice should be minimized.

➢ After giving the training there are no customer satisfaction survey.

➢ A good effective training can give a good direction towards employees so by taking good training employees give their best to the customer so the company can survive in the long run and hold a good position.

Selected questions for interviewing:

1. Does the company provide TRAINING facilities to the employee?

2. What types of training that the organization provides to the customer service employees?

3. Is it for every single employee?

4. Does the company provide training to newly employed employee of the company?

5. Is it on the job/ off the job training?

6. Does the company send employee for the training to outside of the country?

7. Are they compensated for the training period?

8. Is the training program motivated the employee of the company?

10. Is training program related with the employee performance? 11. By whom the company provides training to the employee? 12. What do you think; service quality is related with training?

Reference:

• Mr. Sohel Rana

Ex- member of training Team of GPCC Team Leader of 7th floor of GPCC

• Mr. Khalid

Service Manager 7th floor of GPCC

• Annual Report 2010 of Grameenphone

• Web site:

http://www.google.com

http://en.wikipedia.org/wiki/Grameenphone http://www.grameenphone.com [pic]
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Grameenphone Center

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Grameenphone Contact Center