Term Paper

ON
Introduction to Human Resource Management
(Course Code # HRM-326)

Date of Submission:30th April, 2007

Submitted To:
Tahmina Ferdous
Course Lecture: Introduction to Human Resource Management
Department of Business Administration
Victoria University of Bangladesh

Submitted By:

Group: B
01. Md. Badsha Faysal
02. Md. Fazlul Karim Sajib

ID # 110502061 @ 5th Batch

ID # 110502051 @ 5th Batch

03. Md. Masbah Uddin Bhuiyan ID # 110502201 @ 5th Batch

04. Md. Abdul Kader Russell
05. Nayeema Nusrat

ID # 110502181 @ 5th Batch

ID # 110608401 @ 8th Batch

Department of Business Administration

Victoria University of Bangladesh.

Letter of Transmittal
Date: April 30, 2007

Tahmina Ferdous
Course Lecturer
Department of Business Administration
Victoria University of Bangladesh, Dhaka-1205
Subject: Submission of a Term Paper on Human Resource Management of
the Grameen Phone Company Limited.

Dear Madam,
Here is our Term Paper on Human Resource Management on Grameen
Phone Mobile Company that you have assigned us to submit as a partial
requirement for the course Human Resource Management while writing
this term paper we have gone through Internet, journal and newspapers for
the relevant information of the assigned topic.
Please call us any further information at your convenient time and place.

Yours faithfully,
Md. Masbah Uddin Bhuiyan
Md. Abdul Kader Russell
Md. Badsha Faysal
Nayeema Nusrat
Md. Fazlul Karim
Group: B
BBA Program
5th Batch
Department of Business Administration
Victoria University of Bangladesh, Dhaka-1205.

Acknowledgement
We all praise to Allah for enabling us to complete our Term Paper with
good and sound health.

We would like to acknowledge our honorable teacher Tahmina Ferdous,

Course Lecturer, Department of Business Administration, Victoria
University of Bangladesh, Dhaka. She sincerely helped us and has given
necessary suggestions in preparing our Term Paper.
We are highly grateful to honorable teacher and we have gotten the
information from the newspaper, journals and Internet and we have prepared
our Assignment from the writings of them.

Md. Masbah Uddin Bhuiyan

Md. Abdul Kader Russell
Md. Badsha Faysal
Nayeema Nusrat
Md. Fazlul Karim
Group: B
BBA Program
5th Batch
Department of Business Administration
Victoria University of Bangladesh, Dhaka-1205.

Table of Content
Chapter
Name

Name of the Points

Page Number

Executive Summary

Chapter-01 Introduction:
1.1 Origin of the Study
1.2 Objective of the Study
1.3 Methodology of the Study
1.4 Limitation of the Study
Chapter-02 Human Resource
Management
Chapter-03 Topic of the Term Paper:

01-02

03
04-09

Human Resource Management

of Grameen Phone

Chapter-04 Problems & Solutions

10-11

Chapter-05 Findings and Analysis

12

Chapter-06 Conclusion

13

References

Appendix

II-V

Executive Summary
In every organization Human Resource Management has a direct impact on
its business. In a small firm they sometimes have Human Resource
Department and for these they use only generalist or sometimes all of
Human Resource functions are done by the manager. As a large organization
the management division must need to have a particular Human Resource
Department to follow the Human Resource functions effectively. The larger
organizations prefer to have the specialist key person of Human Resource
Management. Human Resource Management, which activities designed to
provide for, coordinates human resource of an organization. Human
Resource Management is one of the most important functions of an
organization as it is concerned with the formal system in an organization to
ensure effective and efficient use human talent to accomplish organizational
goals.
In BBA program, one of the important parts of each course is to prepare a
term paper on the assigned topic, which is related to the course.
We have prepared our term paper on Human Resource Management in
Telecom sector of Bangladesh that tries to show a better picture of Human
Resource functions, problems and the relevant effectiveness to the
organizations.

Chapter-01
Introduction
1.1) Origin of the study:
We are a group of student in BBA program. In this Program, one of the important
parts of this course is to prepare a term paper on the assigned topic related to the
course.
In BBA program Introduction to Human Resource Management is a very
important course. Our course teacher has provided us to prepare a term paper on
assigned topic based on HRM related to the course. We have prepared our term
paper based on our course teachers assigned topic.

1.2) Objective of the study:

The main purpose of the report is to show a concrete overview of an organization
and their Human Resource Management.
The report will show the organization and their departments how they utilize
Human Resources, their Human Resource Planning, Recruitment, Documentation,
Orientation and Training, Performance Appraisal, Compensation & Benefits.

1.3) Methodology of the study:

In preparing our term paper we have gathered information through both of
primary and secondary resources. The whole information has been gathered
from the Internet, different books, magazines, newspapers and class lecture
sheet. We have visited the selected organization to take information from the
company personnel.

1.4) Limitation of the study:

The main limitation of the study is that when we met the company
personnels, they were not fully interested to give us full information about
them & the company. They suggest us to visit the web site of their company.
Their behavior was not satisfactory. Most of the information gathered from
the Internet for their time limitation and for negative behavior of the
company personnels. We tried overview the assigned whole sector only
from one companys perspective.

Chapter-02

About Human Resource Management

Human resource management is a modern term, traditionally referred to as
personnel administration or personnel management. It is the part of the
organization that is concerned with the people dimension of an organization.
In simple word Human resource management is the activities designed to
provide for and coordinate human resources of an organization.
It is concerned with formal system in an organization to ensure effective &
efficient use of human talent to accomplish organizational goals.

Chapter :03

Topic of the Term Paper

Telecommunication Sector

Human Resource Management of Grameen Phone

Company Limited
The telecom sector is one of the most important sectors in Bangladesh and the
companies those are involved in this sector are making huge profit. In
telecommunication system, mobile phone is a well-known and easy way to
communicate with others. In Bangladesh, there are five mobile phone operators
and another is pending. However, the number of mobile phone operators is more
than any other small country but in Bangladesh, their business future is bright.
They are investing huge money in this sector; one of them is Grameen Phone that
largest mobile phone company in Bangladesh with having over 5000 employees
and about 70000 sales representatives. Grameen Phone is owned by duel sharing
company, they are Grameen telecom Bangladesh and Telenor Norway. Human
Resource management is the most important part of an organization. Therefore,
we will give a concrete overview on Grameen phone and their human resource
management.

About Grameen Phone

Grameen Phone Ltd. Has stepped into its 10th year of operation, having completed
its 9th year on March 26, 2006.
It is the leading telecommunications service provider in the country with more
than 8.5 million subscribers as of June 2006.
Grameen Phone has been recognized for building a quality network with the
widest coverage across the country while offering innovative products and
services and committed after sales service.

The Shareholders
The shareholders of Grameen phone continue their unique in-depth experience in
both telecommunications and developed. The international shareholder brings
technological and business management expertise while the local shareholder
provides a presence throughout Bangladesh and a deep understanding of its
economy. Both are dedicated to Bangladesh and its struggle for economic progress
and have a deep commitment to Grameen Phone and its mission to provide
affordable telephony to the entire population of Bangladesh.

a) Telenor Mobile Communication

Telenor As is the leading telecommunication company of Norway listed in both
the also and NASDAQ stock exchange. It owns 62% shares of Grameen Phone
Ltd.
Telenor has played a pioneering role in the development of cellular
communications. It has substantial international operations in mobile telephony,
satellite operations and pay television services. In addition to Norway and
Bangladesh, Telenor owns GSM companies in Denmark, Austria, Hungary,
Russia, Ukraine, Montenegro, Thailand, Malaysia, Pakistan and Serbia.
Telenor uses the expertise it has gained in its home and international markets for
the development of emerging markets like Bangladesh.

b) Grameen Telecom
Grameen Telecom, which owns 38% of the shares of Grameen Phone, is a not-forprofit company and works in close collaboration with Grameen Bank. The
internationally reputed bank for the poor has the most extensive rural banking
network in Bangladesh and also the expertise in micro finance.
Grameen Telecom, with the help of Grameen Bank, manages the Village Phone
Program, through which Grameen Phone provides its GSM services to the fast
growing rural customers. Grameen Telecom trains the operators, supplies them
with handsets and handles all after-sales services needed by the dispersed rural
clientele.

Grameen Bank currently covers more than 67,000 villages, which are serviced by
2121 bank branches all over the countryside. As of May 2006, the bank had 6.33
million borrowers, 97 percent of whom were women.
Grameen Telecoms objectives are to provide easy access to GSM cellular
services in rural Bangladesh and creating new opportunities for income generation
through self-management by providing villagers with access to modern
information and communication technologies.
Consumark has been operating in this market since 1997 for providing service to
employers in the country and in regional centers outside of search, placement and
recruitment of high quality professionals and employees at different levels from
CEO to junior executives. Our clientele include some of the top names in
corporate, financial, development organizations, etc.
Grameen Phone considers its employees to be one of its most important assets. GP
has an extensive employee benefit scheme in place including Gratuity, Provident
Fund, Group Insurance, Family Health Insurance, Transportation Facility, Day
Care Centre, Childrens Education Support, and Higher Education Support for
employees, in-house medical support and other initiatives.

Grameen Phone Organ gram:

Management Organ gram is given on Appendix.

Management Division:
In Grameen Phone there are four divisions, Human Resource division is one of
the key important management division. We will emphasis on Grameen Human
Resource Department.

Human Resource Management of Grameen Phone:

In Grameen Phone they have a Human Resource division for directing the Human
Resource functions. In this division they use some energetic & well-trained
specialist managers; they do together the Human Resource activities or functions
of Grameen Phone. The major functions are-

1) Human Resource Planning:

Grameen Phones Human Resource Planning is to have number of qualified
people in the right position in the right time. For these they forecast requirements
through conducting job analysis.

2) Documentation:
For documentation they use

Computerized Human Resource Information System

3) Recruitment:
In recruitment employees Grameen Phone follows

Use both the internal & external resources.

Hire human resources.

4) Selection:
In selecting employees they follow various steps process

Follow both the structured and unstructured interview.

Prefer board interview.
Finally choose right person.

5) Orientation:
In orientation of employees they provide

Orientation kit with information for employees.

Organizational orientation.
Departmental orientation.

6) Training:
Training is given to employees based on

New employees.
Needs assessment.
Project.
Working relation training.
Apprenticeship & classroom training method.

7) Compensation:
Grameen Phone provides the compensation to their employees are

Payments & ranges.

Overtime.
Holiday pay.
Discount.

8) Benefits:
As a permanent employee Grameen Phone individual has the benefits area) Fringes benefits:

Insurance.
Medical.
Leave personal illness etc.

b) Safety & accident prevention:

Health facility.
Tax shelter option.

c) Physical facility:
Tour facility.
Rest room
Parking*
Cafeteria*
* Note conditions apply.

9) Development:
Grameen Phone makes development depends on

Employee survey
Improve line support
Changes in the management team.
Needs assessment.

10) Performance appraisal:

Grameen Phones Human Resource Management and the managers are
responsible for conducting performance appraisals. Their responsibilities are to:

Design formal performance appraisal system.

Train managers in conducting performance appraisal.
Maintain records & reporting.
Evaluate performance.
Promotion.
Transfer etc.

Chapter: 04
Problems and Challenges of HR functions in Grameen Phone
In Performing HR functions, Grameen Phone Human Resource Department faces
some problems and challenges these are:
1) At first they didnt follow the EEO in Bangladesh and they dont ask the
female applicants to place in jobs traditionally held by men. But when they
tend to follow EEO rules they selected female employees for such
positions. In performing such type of jobs their performance result was
below than the rate.
2) Changing Management Team occurs problems for employees to adapt the
new management policy.
3) In recruiting employees from the external resources the orientation and
training take longer period of time.

Problem solving:
Solution-1:
They followed the EEO laws to decrease gender discrimination. They also allow
female applicants but they motivated the male applicants for such type of
positions.
Solution-2:
An interview with the Grameen Phones managing director about strengthening
the organization and changes in management teams are given below:
Some structural changes in the company were initiated during the year with a
much stronger regional focus, explains Erik Aas. The regional markets are
becoming increasingly more important as a large portion of the subscriber growth
is coming from these places. Six regional sales managers, based in the divisional
headquarters, have been appointed with a strong mandate while the organizational
structures of the regional offices have been considerably strengthened. The
regional offices focus on the local market, network quality and coverage needs,
providing after sales service and on serving the needs of the business customers in
the regions.

More than 1,500 new employers have joined the Grameen Phone family during the
year. We have a skilled and highly motivated team which is very much target
oriented, says the Grameen Phone managing director.
Automation is being increasingly introduced to further streamline the work
processes and enhance the efficiency. Introduction of the Enterprise Resource
Planning (ERP) system was initiated during the year and it was implemented in
February this year, notes Erik Aas.
Grameen Phone is also actively participating in initiatives to create synergies
within the mobile phone operations of the Telenor Group. This is a very good
initiative as it enables us to share and learn from each others experiences, he
says.
Solution-3:
In recruiting from external resources they prefer the experienced applicants.

Chapter: 05
Findings of the Study
Grameen Phone is the largest mobile phone operator in Bangladesh. Human
Resource Management is one of the most important tasks to keep their position. In
analysis the Grameen Phone and their Human Resource Management the major
findings are:

Four management divisions.

Have Human Resource division.
Use well trained key specialist HR managers.
Above 5000 employees and about 70000 sales representative.
Human Resource Planning over a period.
Use Human Resource Information System (HRIS).
Recruit from both external and internal resources.
Effective selection process.
Orientation and training given to the new employees.
Training on needs assessment and project based.
Consider employees as one of its most important assets.
Payments on ranges, overtime & holiday payments.
Extensive employee benefit scheme.
Higher education support for employees.
HR managers responsible for conducting performance appraisal.
Design formal performance appraisal system.
Train managers in conducting performance appraisal.
No lock out and strike faced.
Tend to follow EEO.
Feel problems and solve it effectively.
Employee survey and reporting.
Different development programs.
Effective management team.

Chapter: 06
Conclusion
The mobile phone operators are mainly service oriented. In Bangladesh, telecom
sector five running mobile phone operators are doing their business and another
operator is pending to introduce its services, which is a good sign of this sector.
Most of the companies are doing join venture business. In terms the local
companies are merging with the foreign companies. Mobile phone operators as a
large organization emphasis on human resource management. Human resource
management impacts on company goal and the organization directly. The
companies depend on the human resource department for all the human resource
functions; Human resource planning, documentation, compensation & benefits,
performance appraisal of employees.
In performing the human resource functions sometimes they faced by problems
within the organization but a well effective performance and development by the
specialist human resource manager could solve the problems. Development of
mobile telecommunication system of Bangladesh through the companies
organizational goal is the prime challenge for human resource departments of the
mobile phone companies.

Considering the above discussion, we would expect mobile phone operator

to improve and strengthening their organization, should more emphasis on
their Human Resource management and do their functions effectively.

References
1.
2.
3.
4.
5.
6.
7.

www.google.com
www.telenor.com
www.prothom-alo.com
www.grameenphone.com
Grameen Phone Annual Report- 2006
Grameen Phone Newsletter issued 10th April 2007
Human Resource Management (8th Edition)
ByLloyd L. Byars, Ph.D.
Professor of Management
Dupree College of Management
Georgia Institute of Technology.

8. Class lecture sheet

Provided byTahmina Ferdous
Department of Business Administration
Victoria University of Bangladesh, Dhaka.
9. Ahmed Imtiaz Khan
Officer Human Resource Department
Head Office Grameenphone Ltd.
Celebration Point, Road # 113 A, Plot 3 & 5
Gulshan, Dhaka-1212.

Appendix

Figure-1: Grameen Phone Logo

Figure-2: Djuice Logo

Figure-3: Grameen Phone Organgram

Figure-4: Grameen Phone Location Map

Type

Grameen Phone Company Limited

Founded

1998

Headquarters

Celebration Point, Road # 113 A, Plot 3 &

5 Gulshan, Dhaka, Bangladesh

Key people

CEO: Erik Aas

Industry

Telecommunication

Products

Telephony, EDGE, GSM

Revenue

600 Million USD

Net income

6,403.8 Million Taka

Employees

5000

Slogan

We are here to help

Figure-5: Grameen Phone at a glance.