Executive Summary The Group conduct a study about the Training and Development system as well as HR activities used

in Grameenphone. Grameenphone is the leading telecommunication services provider in the country with more than 15 million subscribers as of July 2007. We were asked to examine whether there is any T&D System that may generate any benefits for employees in Grameenphone. In recent years, the mobile industry in Bangladesh has developed at an extraordinary rate. Today there are approximately eleven million mobile customers and coverage extends to 90% of the population. With a population of 15 million (2006 figures), Bangladesh is the seventh most populous country in the world. In the event that policies and barriers were found, we were asked to identify recommendations for change.

Our key findings from the study are as follows:

Grameenphone has a unique HR management system for its recruiting and selection process. Most of the training programs are in-house production while few others are conducted in off-the-job basis. There are three types of training generally provided in Grameenphone basic, on-the-job, strategic and policy development. All training programs are user-friendly, well designed and take little effort to master it at workplace. The HR department initiates, controls and evaluates all training and development activities in Grameenphone Training helps all employees to rectify their weaknesses as well as improving their existing experiences.

In conclusion, we like to say that Grameenphone has achieved what was unimaginable once. With the help of user-friendly technology, the company has set new standards in product and service on its way to reach the pinnacle. With integrated IS behind technology, cell phones that were a luxury item earlier to many people now become a necessity in daily life. Grameenphone has proved that with unequal service, price range and product chain a company can accomplish its dream in a short time. We thank Grameenphone for providing us necessary materials to make this report dynamic. We wish a bright future for Grameenphone and its entire community.

Introduction to Grameenphone Grameenphone launched its service on the Independence Day of Bangladesh March 26, 1997. Before that on November 28, 1996 Grameenphone offered a cellular license in Bangladesh by the Ministry of Posts and Telecommunications. Since then the company has generated record number of subscriber in its way to pinnacle. After ten years of operation, Grameenphone has more than 10 million subscribers as of November 10, 2006 being the leading telecom company in the country.

The Purpose Grameenphone has a dual purpose: To receive an economic return on its investments

To contribute to the economic development of Bangladesh where telecommunications can play a critical role

This is why Grameenphone, in collaboration with Grameen Bank, is aiming to place one phone in each village to contribute significantly to the economic uplift of those villages.

The Strategy Grameenphone basic strategy is coverage of both urban and rural areas. In contrast to the island strategy followed by some companies, which involves connecting isolated islands of urban coverage through transmission links, Grameenphone builds continuous coverage, cell after cell. While the intensity of coverage may vary from area to area depending on market conditions, the basic strategy of cell-to-cell coverage is applied throughout Grameenphone network.

The People The people who are making it happen the employees are young, dedicated and energetic. All of them are well educated at home or abroad, with both sexes

(genders) and minority groups in Bangladesh being well represented. They know in their hearts that Grameenphone is more than just about phones. This sense of purpose gives them the dedication and the drive, producing in about three years the biggest coverage and subscriber-base in the country. Grameenphone knows that the talents and energy of its employees are critical to its operation and treats them accordingly.

The Technology Grameenphone Global System for Mobile or GSM technology is the most widely accepted digital system in the world, currently used by over 300 million people in 150 countries. GSM brings the most advanced developments in cellular technology at a reasonable cost by spurring severe competition among manufacturers and driving down the cost of equipment. Thus, consumers get the best for the least. The Service Grameenphone believes in service, a service that leads to good business and good development. Telephony helps people work together, raising their productivity. This gain in productivity is development, which in turn enables them to afford a telephone service, generating a good business. Thus, development and business go together. The Result By bringing electronic connectivity to rural Bangladesh, Grameenphone is delivering the digital revolution to the doorsteps of the poor and unconnected. By being able to connect to urban areas or even to foreign countries, a completely new world of opportunity is opening up for the villagers in Bangladesh. Grameen Bank borrowers who provide the services are uplifting themselves economically through a new means of income generation while at the same time providing valuable phone service to their fellow villagers. The telephone is a weapon against poverty.

Contribution to Society Grameenphone believes that good business leads to good development, since high level of productivity is development. The activities of GP contribute to the socioeconomic development of Bangladesh in many different ways. In addition to employing 4000 people, more than 100,000 people are directly dependent on GP for their livelihood, including the people working for the dealers, agents, contractors, suppliers, and a major portion of that figure includes the Village Phone operators.

According to the International Telecommunications Union, the Geneva-based UN body, the addition of each new telephone in a developing country like Bangladesh, adds USD 2,500 to the countrys GDP.

Methodology & Limitations We have collected raw data from both primary and secondary sources. We organize those data and try to blend it into one. Our focus was on the Training and Development system/practices of Grameenphone in particular the HR department. However, we had some difficulties while preparing the report. Most of our secondary sources were online articles. Besides, we could not produce accurate budgetary or financial data due to corporate policy.

HR Management in Grameenphone

Mission The Mission of HR Division is to ensure improved business performance and competitive advantage by attracting, developing and retaining people in a winning culture that builds organizational capabilities to meet strategic objectives.HRD also strives to create an environment, which facilitates effective performance and enhances employee morale and satisfaction. Objectives 1. Be a strategic business partner and change agent. 2. Create a safe, healthy and attractive working environment. 3. Develop managerial competencies. 4. Ensure an environment for employees to consider HR as champion for their cause

The units in the Division include: 1. Director's Office 2. HR Operations

3. Recruitment & Selection 4. HR Development 5. Health, Safety & Environment 6. Expatriate and Travel Support HR Operations Department Purpose: HR Operations department's objective is to provide HR services to employees, to facilitate different initiatives for organizational development, and to create an environment, which facilitates effective performance and enhances employee morale and satisfaction. Specific functions:

Develop, interpret and communicate HR Policy. Ensure effective implementation and adherence to the policy Ensure effective performance management system for better objectivity; facilitate the appraisal process for better productivity and employee development Provide advice on remuneration strategy in line with market scenario and business strategy, ensure that the remuneration processes are in place and are effectively administered Ensure employees are aware and adhere to relevant company compliance policy Facilitate organizational developmental initiatives including satisfaction survey, new employee joining survey, organizational re-structuring, research, etc Provide advice and support to management and employees on all HR issues Maintain an effective Human Resources Information System (HRIS) and Leave management system Administer HR Routine functions to support employees Build and develop a positive working relationship in the organization. Promote employee's work-life balances by organizing different events, programs and other motivational activities e.g. provision of recreational facility, arranging special offers exclusively for employees Take care of employee counselling and grievances

Conduct relevant investigation for any deviation and take necessary disciplinary action Maintain personnel records Assist managers in writing job descriptions and keeping them updated Administer payroll and pension activities

Recruitment and Selection Department

Purpose: The vision of Recruitment and Selection Department is to position Grameenphone as the top employment brand in the local market, proactively safeguarding employment reputation and thus ensuring the flow of talented and capable leaders in the organization. Specific functions:

Pursue a high and uncompromising selection standard in sourcing first line to senior level management for both permanent and project based positions across the organization Communicate career opportunities in a proactive and consistent way Profile and screen candidates Use objective selection methodology to make sound hiring decisions Negotiate salary and offerings as per market and remuneration strategy of GP Facilitate joining, placement and briefing Position GP accurately in the minds of potential recruits Provide the right information to facilitate an informed career choice Ensure all interfaces are managed professionally and positively Inform, engage and motivate line managers to act as true ambassadors Conduct comprehensive marketing plans for each campus through building partnership to create maximum impact Facilitate the formal evaluation process for position up gradation

Formalize the evaluation outcomes for position up gradation Announce vacant positions for position up gradation internally and ensure the selection through optimal level internal competition Facilitate salary fixation and internal placement for position up gradation Provide opportunities for business and technical graduating students to obtain practical industry experiences by arranging internship and industrial attachment programs.

HSE Department Purpose: The main purpose of HSE Department is to ensure better health of the employees for better productivity, reduce work related injuries and discomfort to a minimum level, manage risk, enhance social image of the company and make the workplace safe and attractive. Specific functions:

Provide in-house medical consultancy services and serve primary health facilities to the employees Make arrangements and agreements with reputed medical centres Attend medical emergencies of employees Organize monthly vaccination programs for all GP employees and their family round the year Provide facilities to GP employees regarding specialist medical service Provide training on first aid, health, hygiene, basic life skill and conduct awareness programs all over the country for the GP employees Provide silver grade health insurance for all regular confirmed employees of GP, including their spouses and children Patronize social welfare activities Arrange periodical executive health check-up for the GP employees and traffic staffs Perform pre-employment medical checkups of the support and traffic staffs Organize periodical trainings and awareness programs on safety issues for employees, support and traffic staffs throughout the year

Perform regular audits for maintenance of optimum OHS. This includes visiting the on-going CHQ project and inspecting the food service providers of GP for health and hygiene Provide first aid boxes to all GP offices and vehicles throughout Bangladesh except GPSD's Maintain Day Care Centre for children of the GP employees for better productivity and efficiency of the employees

HR Development Department Purpose: HR Development's objective is to build organizational capabilities by facilitating global and local processes and driving process generated and other developmental activities to assure an efficient and effective organization. Specific Function:

Facilitate GP Performance Management Process Facilitate Telenor Development Process (TDP) Facilitate Internal Value Creation (IVC) Design and implement development plans Prepare and actualize Training Need Analysis (TNA) Report Design and publish In-house Training Calendar Organize Management Development Training programs (Management, Crossfunctional and General) Support Functional Training programs Facilitate Training Bond for high cost training programs Facilitate Coaching programs, Job rotation, Secondment, etc. Offer Consultancy for Educational programs Design and organize non-training developmental workshops Facilitate IVC Survey Organize IVC Result Sharing Sessions Drive divisional and departmental IVC Workshops

Facilitate succession plan Embedding Vision and Values

Expatriate and Travel Support Department Purpose: Expatriate and Travel Support department exists to provide total support to the Expatriates and Consultants working in GP and some specific support to the visitors. It also deals with all air travel related arrangements for the company.

Specific Function: Expatriate & Consultant Support

Develop Expatriate policy, communicate, review as per requirement and ensure proper implementation of the policy Organize and coordinate the job contract of Expatriates/Consultants, make arrangement for their joining at GP Organize proper orientation of the Expatriates/Consultants and their family members on their arrival at Bangladesh Arrange Work Permit, Visa, and Security Clearance for the Expatriates/Consultants. Arrange visa for the family members of the Expatriates/Consultants Arrange hotel booking for expatriates/consultants/visitors, etc Arrange ID Cards, mobile connections at the joining of Expatriates/Consultants. Arrange mobile connection for the spouse of Expatriates/Consultants Find accommodation for Expatriates/Consultants, negotiate with property owners, prepare tenancy agreement, give termination notice as per need arise, ensure proper take over and hand over of apartments. Settle all utility bills (electricity, gas, service charge etc.) of all the accommodations of Expatriates/Consultants Recruit maids for Expatriates/Consultants, arrange their job contracts, and make payment of their salaries

Take care of all kinds of maintenance work (AC, lights, electronics, furniture etc.) at the apartments of Expatriates/Consultants Purchase furniture/fixtures, electronic, household items etc. for Expatriates as per their request/requirement, raise PR in ERP system for purchase; communicate with different vendors and SCM for required purchases Take care of subscriptions and bill settlement of newspaper, cable connection, and Internet connection for Expatriates Settle invoices for cash purchase and invoices received from Expatriates Assist Expatriate's families with school admission and settlement of school fees for their children Arrange club membership for Expatriates/Consultants and settle the bills Provide monthly report to Finance for salary payment of Expatriates/Consultants and give information as per requirement for tax settlement and other purposes Give protocol service as per requirement Arrange On-Arrival Visa for people visiting GP Provide invitation letter for visa application to the people coming to GP

Travel Support

Provide international Air-ticket for training, seminar, conference, meeting, holiday for expatriates Make arrangement for hotel booking as per requirement/request and visa arrangement for GP employees travelling abroad Provide all domestic air ticket required by the employee Arrange PTA for people travelling from abroad Settle all travel related invoices Coordinate with different international and domestic airlines for special services Keep employee travel data including flight and hotel details and provide information as per requirement (as part of Group Policy)

THE RECRUITMENT PROCESS

Recruiting is generally communicating the position in such a way that a large numbers of job seekers respond so that choice can be made from a large pool of applicants. Grameenphone applies the following rules to achieve recruitment goals: 1. To provide enough information for individuals to self-select them out of the process 2. To maintain organizations overall image so that the unsuccessful applicants remain positive 3. To reach at greatest speed as well as at least possible cost to the organization Recruitment is done from both internal and external sources. Both of the sources have some advantages. The advantages of internal and external sources are given below: 1. Internal: a. It provides morale to the employees b. It is easy and convenient to evaluate the employee since they are working in the organization c. It helps to promote loyalty among the employees d. It helps to retain talented employees e. It requires less orientation and little induction f. It involves known faces, thus can be relied upon, and g. It is less expensive 2. External: a. Inexperienced potential candidate like fresh graduates can prove themselves b. The job seekers with wide range of skill, ability, experience can apply c. Retired experienced persons like mechanics, machinists, accounts, and not in the regular workforce like married women, persons from minority group, etc. also have the opportunity

The HR division of Grameenphone usually recruits round the year. The recruitment circulars are published in renowned dailies as well as in GPs website online. Grameenphone also put circular at www.bdjobs.com, the largest job portal of Bangladesh.

The Selection Process

Grameenphone follows both the discrete and comprehensive selection process for employment. After advertisement in the major dailies, the whole selection process is done in the following order:

Initial screening: This is the first step for selecting an employee for Grameenphone. GP takes candidate from both internship program, online application and from regular vacancy announcement at newspapers. Internship program is for varsity students at graduate and undergraduate level. GP also select candidates from online application. During initial screening, some of the applications are rejected based on job description and job specification. Most of the cases they prefer the most skilled, experienced and dynamic candidate for job. They also prefer candidate with overseas degree/diploma for some specified area. However, they also take fresher for call-centre jobs. There are three types of position for an employee in GP. They are regular, contractual and part-time. Most of the part-timers are work for call centres whereas contractual employees are hired for Sales and Marketing department.

Comprehensive interview: After selecting some potential candidates, Grameenphone call them for viva through email or phone call. Candidates are asked to appear in a given date with their entire academic records. Three to four experienced managers depending on the nature of the job take the interview. Candidates are asked various questions from different angle as per the nature of the job. For part-time jobs, selection process ends at this stage as they are not required to appear in any written tests. However, for regular and contractual employees interview is taken after the completion of written tests.

Employment tests: Both regular and contractual employees must appear in the written tests of Grameenphone. Written tests are usually taken in separate venue on a given date. In written tests, questions are asked from both academic and psychological aspects. Here candidates aptitude, ability, creativity, knowledge and

quick wit is judged based on their performance in the tests. One part of written test is IQ test where a candidates IQ is judged through different given situations. Simulation tests are also taken for technical person who are required for IT and Technical division. For that, candidates are asked to either demonstrate their selfmade software or give demonstration on an existing one.

Background investigation: The next step in the selection process is background investigation of applicants who appear to offer potential as employee. Background investigations or reference checks are aimed to verify that the information on the application form is correct and precise. This is done by contacting former employers to confirm the candidates work records and to obtain his/her performance appraisal. Background investigation also includes other job-related references, verifying educational accomplishments and legal status. For part-timers background investigations is sometime done after the initial screening since they require little or no experience for job. Often these checks are made by contacting applicants academic institutions or by contacting the reference persons mentioned in the applicants resume.

Physical and/or medical examination: After completing all the steps above candidates are called for medical check-up. The process is conducted at JapanBangladesh friendship hospital at Gulshan-2, Dhaka. Candidates blood group is tested there. For regular employment, sometimes applicants are asked to submit a medical report from a prescribed doctor. The Japan-Bangladesh hospital after completing the test submits a copy to the HR department of Grameenphone.

Conditional/Permanent job offer: The last step of selection in Grameenphone is permanent/conditional job offer. Individuals who perform successfully in the preceding steps are now considered eligible to receive the employment offer from HR department. Generally, candidates are called on given date for contract signing. Candidates are given several forms to fill-up for HR department. For every job, the position and nature of the job is clearly mentioned in the contract paper. Contractual jobs have duration of 2-3 years prior to the nature of job. For instance, IT and Technical division always require field engineers/technicians for network maintenance. As a result, contractual jobs are common in those divisions.

ALTERNATIVE APPROACH Apart from discrete method, Grameenphone also apply comprehensive method of selection for employment. Comprehensive method is more realistic and effective

than discrete method. However, this process is done in Grameenphone for the following reasons:

When the vacancy require large scale employment When the job requires little/no experience and no special academic knowledge For R&D purpose For any project to the done at field level

For the above-mentioned reasons, potential applicants are called for tests after initial screening. Applicants then complete every step of the selection process, and the final decision is based on a comprehensive evaluation of the results from all stages. This method helps the organization is quick response and massive employment. Most part-timer employees are selected on this basis. However, contractual employees are sometime taken by this method.

Training Programs at Grameenphone There are various types of training offered for employees at Grameenphone. As discussed earlier the HR division initiates training as per employees needs assessment as well as basic requirements. Therefore, it is categorized in the following basis:

1. Technical training 2. Non-technical training

Technical Training Technical trainings are needed to provide various services from application software. Employees in their respective units need to train these applications before providing any service. These are also mandatory tools for learning. For instance, a payroll officer has to learn payroll software or application for his daily operation. Technical trainings are mostly provided to the call centre employees who use different types of tools for billing, database maintenance and recording information.

Training for technical programs is generally given after joining to that respected unit. Usually a new employee sits beside an existing employee for few days to know the ABCs. Then his immediate supervisor give him proper training on some tools or programs on a particular day. Technical trainings are given through multimedia presentations and with necessary handouts.

Evaluation of Technical Training Evaluation of any training program is important to measure the standards of employees after the training. Grameenphone measures its employees training performance in various ways. These different techniques help the employees to find his/her lacking and help management to emphasize more to that employee.

Some of the evaluation techniques are given below: 1. 2. 3. 4. Spot test Quizzes Group discussion or One to one discussion Contract renew viva

Spot tests are taken immediately after the training to capture employees quick response to the training. Those with better aptitude can provide more correct answers while other lag behind. In this way, HR division can identify potential candidates for future development. Quizzes are also taken place in regular basis. It comes with a set of 20 questions and within a time limit of 20 minutes. The topics of the quiz are informed to the employees earlier. It is a good way to find out employees lacking on particular issues or topics. Group discussions with senior employees are taken place weekly or as per requirement. Here employees share their thoughts and ask for any training they needed. The supervisors also speak with employees on a regular basis. They try to find out employees needs, wants and give solution to that problem. Contract renew viva is taken place after 6 months period. Employees after completing a contract period have to sit for renewal viva. The viva is generally comprised of managers or supervisors from different units. They ask different questions from various training issues as well as knowledge about the company.

Non Technical Training Non technical trainings are generally provided for behavioral changes of employees. These are categorized in the following basis: 1. 2. 3. 4. Leadership Motivation Values of the organization Other training program

Leadership at corporate culture is a demanding issue. The old and existing leaders should be replaced by new one after some time. For this, HR arranges various leadership developments training for the employees to find out their leadership capabilities. Leadership is also an intriguing criterion for promotion at Grameenphone. Every employee must prove his/her leadership capability in order to focus himself to the management. On the other hand, management provides various training program for the employees for overall development. Some of the training modules are given below: 1. 2. 3. 4. Group discussion with Top level management Case study Mentoring for leadership Leadership debate

Motivation is a psychological factor and it changes rapidly with changes in behavior, environment and culture. Employees at Grameenphone work in different culture and environment. Some of the environment is bustling while some others have different culture. Nevertheless, work environment and culture made strong impact on employees mind in the following issues: 1. 2. 3. 4. 5. Inter-personal relation Team approach/ group dynamics Planning and decision making Creativity Communication

There are various round the year training to improve the above mentioned areas. They are:

1. 2. 3. 4.

Speaking and listening skill training Group case study or discussion Sports and Cultural events Grooming session

In most cases, the objective of the training focuses on individual development. Employees come from various corner of life and they differ in various issues. In order to unite all under a strong value these trainings are conducted. It helps employees to improve communication, learning and improving other qualities. Since, motivation is a psychological factor it takes quite a time to adjust a new belief. There are four values in Grameenphone. They are: be respectful, be inspiring, keep promises and make it easy. Every employee has to abide by the values at all cost. It not only creates a uniformity among all but also develops a strong organizational culture. Every unit practices these values in their work places. For example, respect senior employees, keep his/her surroundings neat and clean; and silent the cell phone at work is part of maintaining GPs values. Apart from the motivational and leadership aspect, Grameenphone also provide medical training to the employees. At senior level or in some unit there are mentors to guide certain process or employees. All training related activities are guided by HR. They evaluate every program for employees and take feedback from supervisors time to time.

RECOMMENDATIONS Recruitment and Selection Although Grameenphone uses both the discrete and comprehensive method of selection, they may change their policy and try to adopt some new methods. Some of the preferred methods of selection are discussed below: Talent hunt programs: Grameenphone can launch talent hunt programs in reputed universities of our country and sort out potential candidates from there. This method will help GP to increase its bondage with people and to find suitable candidate for their organization. This type program can be done quarterly or bimonthly basis depending on work force requirement. Job fair is another type of talent hunt program. Grameenphone can arrange job fair annually or semiannually basis and can select suitable candidates from the event.

This type of event can also be arranged in separate parts of Bangladesh. Since Grameenphone has monthly program like Grahok Kotha and Pothe Pothe, they can easily organize this type of event throughout the year. Outsourcing: Grameenphone can also apply outsourcing method for selection purpose. For this, the company can hire a third party to promote their organization and select candidates for them. Grameenphone will have to pay little attention on this effort as all the responsibilities lies with the given outsourcing firm. Training Training programs not always deliver the ultimate solution to the employees. Most of the employees at call centre feel that their work is monotonous and they have less to contribute for the organization. Many think that they are not getting proper training as they wanted. Sometimes they are feeling frustrated and humiliated due to certain factors. However they are conveying these issues to their respective supervisors. For technical training the current feedback and evaluation system is working well. Since, it is focusing technical aspect the follow-up can be drawn easily from employees. On the other hand, non technical trainings are not always provided as per employees need. It is found that many employees are not asking a particular training and they are receiving a different one. Sometimes their supervisors are not acting wisely. So, it is not the employees who should be blamed for their lacking. We believe that management needs to sort these errors for the betterment of the organization. Another issue is the job advancement commonly known Roadmap in Grameenphone. Due to poor performance appraisal by many supervisors some potential employees are falling out. As a result, many others are feeling insecure since management is not taking long term decision. As a result training programs are not getting much attention from the employees.

CONCLUSION Either Grameenphone can follow their current processes of recruitment, selection or they can apply some new techniques to foster their total effort. Currently they are doing fine with their own methods of recruitment and selection. If they want to follow a new method, they need to go to a research process for some period. The HR division need to restructure or diverse their current policies regarding appraisal system, performance evaluation and career development which is directly linked with training programs. Otherwise employees will always feel motiveless and insecure. In the end, we like to thank Grameenphone for their help to prepare this report productive.