American International University of Bangladesh
Content
American International University of Bangladesh
Faculty of Business Administration A project work on
Group – 02
Submitted by – 1. 2. 3. 4. 5. 6. 7. KH. Rizwan – Ul – Hossain Saeem Khan Md. Hamid Hasan Hayatul Haque Chowdhury Mahedi Hasan Nasim Hasan Tawsif Ahmed
1
Contents
◊
About GrameenPhone
◊ Services ◊ Corporate Governance ◊ Organogram ◊ Shareholders ◊ Key Financial Figure ◊ Maintaining Network Equity ◊ Committed Customer Service
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About GRAMEENPHONE
The company has so far invested more than BDT 10,700 crore (USD 1.6 billion) to build the network infrastructure since its inception in 1997. It has invested over BDT 3,100 crore (USD 450 million) during the first three quarters of 2007 while BDT 2,100 crore (USD 310 million) was invested in 2006 alone. Grameenphone is also one the largest taxpayers in the country, having contributed nearly BDT 7000 crore in direct and indirect taxes to the Government Exchequer over the years. Of this amount, over BDT 2000 crore was paid in 2006 alone. Since its inception in March 1997, Grameenphone has built the largest cellular network in the country with over 10,000 base stations in more than 5700 locations. Presently, nearly 98 percent of the country's population is within the coverage area of the Grameenphone network. Grameenphone was also 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 Grameenphone network is also EDGE/GPRS enabled, allowing access to high-speed Internet and data services from anywhere within the coverage area. There are currently nearly 3 million EDGE/GPRS users in the Grameenphone network. Grameenphone nearly doubled its subscriber base during the initial years while the growth was much faster during the later years. It ended the inaugural year with 18,000 customers, 30,000 by the end of 1998, 60,000 in 1999, 193,000 in 2000, 471,000 in 2001, 775,000 in 2002, 1.16 million in 2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006, and it ended 2007 with 16.5 million customers. From the very beginning, Grameenphone placed emphasis on providing good after-sales services. In recent years, the focus has been to provide after-sales within a short distance from where the customers live. There are now more than 600 GP Service Desks across the country covering nearly all upazilas of 61 districts. In addition, there are 72 Grameenphone Centers in all the divisional cities and they remain open from 8am-7pm every day including all holidays. GP has generated direct and indirect employment for a large number of people over the years. The company presently has more than 5,000 full and temporary employees. Another 100,000 people are directly dependent on Grameenphone for their livelihood, working for the Grameenphone
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dealers, retailers, scratch card outlets, suppliers, vendors, contractors and others. In addition, the Village Phone Program, also started in 1997, provides a good income-earning opportunity to more than 210,000 mostly women Village Phone operators living in rural areas. The Village Phone Program is a unique initiative to provide universal access to telecommunications service in remote, rural areas. Administered by Grameen Telecom Corporation, it enables rural people who normally cannot afford to own a telephone to avail the service while providing the VP operators an opportunity to earn a living. The Village Phone initiative was given the "GSM in the Community" award at the global GSM Congress held in Cannes, France in February 2000. Grameenphone was also adjudged the Best Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002. Grameenphone was presented with the GSM Association's Global Mobile Award for ‘Best use of Mobile for Social and Economic Development' at the 3GSM World Congress held in Singapore, in October 2006, for its Community Information Center (CIC) project, and for its HealthLine Service project at the 3GSM World Congress held in Barcelona, Spain, in February 2007. Grameenphone 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, Children's Education Support, Higher Education Support for employees, in-house medical support and other initiatives.
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Services
•
Smile Prepaid - Bring SMILE into your life!
Low rates:
SMILE subscribers will enjoy reduced tariff of only Tk 1.50/min (8am-12pm and 4pm-12am ) for all GP to GP calls and Tk 2/min to any other operator (8 am-12 am). A call to a BTCL number will cost Tk. 2. During 12 pm to 4 pm tariff for any GP-GP call is 0.49/min. Under a promotional offer smile subscribers now can talk to any GP number only at Tk. 0.49/min from 12 am to 8 am in the morning. At the same time calls to any other operators will cost Tk. 1.00/min. SMS to any GP number and to other local operator's number is Tk.1 and international operators is Tk. 2
Great rewards:
SMILE offers thankyou to express gratitude to you. Your thankyou discount can be received on purchases from more than 300 thankyou partners' locations nationwide. To know more about your thankyou partner discounts, click on the following link. It will redirect you to the thankyou section of the website
Great F&F Rates:
SMILE customers will enjoy great Friends & Family rates through which they can talk at only Tk 0.49 per minute and SMS at only Tk 0.50 to 3 Friends & Family number
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Other facilities:
Along with all the benefits, all new and existing customers of Grameenphone will continue to enjoy quality network and best customer service. In addition, SMILE brings a lot of other facilities:
Caller ID: It is a basic feature of SMILE that allows you to view the number
that is trying to reach you.
Call Waiting: It enables you to receive a second call while you are already
talking to another person. When your call waiting feature is activated (on your mobile), you will be usually notified by a short beep sound. You can then either rejects the second call or put the first caller on hold, talks to the second caller and then returns to the first call. Call waiting can be activated by calling *43#, deactivated by calling #43# while its status can be checked by calling*#43#.
Call Conference: It is a unique & beneficial service that enables you to
interact with multiple people at the same time. It allows you to make up to 5 calls at once and connect all the calls so that everyone can talk to each other. This feature is handset dependent.
Call Divert/Call Forwarding: You can divert/forward your incoming calls
to any other number when your mobile is off, busy, cannot answer phone or out of coverage area.
Call Barring: Depending upon your mobile handset, you can restrict any
unauthorized use of your mobile phone (incoming and outgoing).
• Xplore postpaid
Benefits at a glance
Post-paid product with BTCL (Local, NWD, ISD and Economy ISD) connectivity Enjoy free incoming call from BTCL.
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Attractive Start-up Offer with Free VAS No on-net/off net, simple flat and low Tariff Reduced rate on four F&F numbers Economy ISD (012 ) SMS Roaming Breakfast News Pre activated EDGE Service GSM features (Caller ID, Call divert, Call barring, Call Hold, and Call waiting) Wide collection of value added service (SMS, EDGE, Welcome Tune, Voice Mail, Voice SMS) International Roaming facility Flexible credit policy Pay your bills from anywhere using FlexiLoad Monthly 6-12% ThankYou discount on airtime & Crown Membership
• Djuice
• Internet / Edge service
Grameenphone internet packages:
You can easily connect to high speed internet by availing any of the internet packages offered by Grameenphone. Grameenphone has four different internet packages considering the needs of wide variety of subscribers. Choose any of the packages below that suits your need: Package 1 (P1) is a pay-as-you-go offer. It is available for both prepaid and postpaid subscribers. For every kilobyte (KB) of data browsed, subscribers are charged Tk. 0.02 (excluding VAT).
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To subscribe to Package 1 (P1), type P1 and SMS to 5000 Package 2 (P2) is for both prepaid and postpaid subscribers. For P2 (24x7 Monthly Browsing) monthly charge is BDT 850 (excluding VAT) both for prepaid and postpaid subscribers. To subscribe to Package 2 (P2), type P2 and SMS to 5000 Package 3 (P3) is for postpaid subscribers. Subscribers can enjoy the service from 12:00AM-8:00AM and monthly charge is BDT 300 (excluding VAT). From 8:01AM-11:59PM, subscriber can enjoy pay-as-you-go offer like P1. To subscribe to Package 3 (P3), type P3 and SMS to 5000 Package 4 (P4) is for prepaid subscribers. Subscribers can enjoy the service from 12:00AM - 11:59PM (within a day) with 150MB data usage limit in a day and daily charge is BDT 60 (excluding VAT). From 12:00 AM of the next day, pay-as-you-go (P1) charges will be applicable. To subscribe to Package 4 (P4), type P4 and SMS to 5000 Subscriber can activate Grameenphone INTERNET service on his/her cell phone by sending the activation SMS (mentioned above). Subscriber will receive three (3) handset settings (Internet, WAP, MMS) from Grameenphone. Please save all three settings and if necessary, write 1234 as PIN. *SMS charge applicable for the activation message. *Subscribers have to pay content download fee separately.
Tariff Structure P1 Subscribers Tariff Content Download All None As per content P2 All BDT 850/Month As per content P3 Postpaid BDT 300/Month Nil As per content P4 Prepaid BDT 60/Day Nil As per content
Browsing Charge BDT 0.02/KB Nil
Internet SIM
Internet SIM is a SIM card that allows you to use internet and avail data services. Using this SIM you can send or receive SMS but can not avail any voice service.
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How to use this Internet SIM You need an EDGE/GPRS modem of any brand to use this SIM. If you use this SIM with Grameenphone Internet Modem, there will be no hassle as it is preconfigured. Follow the following steps to use this internet SIM
•
Step-3 is applicable for initial installation only. You do not have to choose an internet package every time you browse the internet.
Choose any of the packages below that suits your need: Prepaid P1 (Pay as You Go) P2 (24x7 Monthly Browsing) P4 (Internet for a Day) Postpaid P1 (Pay as You Go) P2 (24x7 Monthly Browsing) P3 (Nighttime Browsing)
To subscribe, SMS the name of your chosen internet package (P1, P2, P3 or P4) to 5000. After activation, you will get a confirmation message and then you are ready to go
• Thank you discount
Thankyou Discount on Voice Calls for Xplore
As a valued xplore post-paid subscriber, you will receive Thankyou discount on voice calls; the amount of your Thankyou discount is based on a combination of your total voice call bill and the number of years you have been with Grameenphone. Which means the longer you have been with
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Grameenphone the higher the discounts you will receive. Just our way of saying Thank you! Xplore Post paid: Monthly Thankyou Discount The matrix below will help you find out your Thankyou discount amount on your monthly bill. It’s easy to calculate. Monthly outgoing voice calls (Excluding BTTB charge, Monthly Access Fee, Roaming & VAT amount) Number of years of subscription More than 6 years More than 3 years, Less than 6 years More than 1 years, Less than 3 years Less than 1 year Tk.401-2000 10% 9% Tk. 2001-3000 Tk. 3001+ 11% 10% 12% 11%
8% 6%
9% 7%
10% 8%
Suppose your monthly bill for outgoing voice calls is Tk.1500 for the month of July, and you have been a GP subscriber for 4 years. Then you would a get a Thankyou discount of 9% (“More than 3 years, less than 6 years” and monthly outgoing voice calls Tk.401-2000 cells in the matrix). The more you talk and the longer you are a GP xplore subscriber, the higher the Thankyou discount you will get.
Discount through SMS
With thankyou SMS Discounts, there are shopping surprises with every SMS. Shop with any one of our thankyou Partners and send us an SMS (with the store code) at the cash counter to receive an immediate discount at the store.
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• Value added service
Value Added Services
You can use your mobile phone for many other purposes than making voice calls. With GrameenPhone’s VAS, you can use your mobile phone to: Send and receive text messages, picture messages, voice messages Download ring tones, logos, wallpapers Obtain news updates, cricket score updates Browse the Internet and also send and receive e-mails Transfer data and send fax Participate in competitions and vote for your opinions
You will be able to use all these services whenever you need them, wherever you are. All you need is to have a GP mobile phone to get these services Messaging Services Information Alerts Data Transfer Fax Entertainment Services Browsing the Internet Send and receive e-mails Download Contents Customize Your Handset
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• Roaming
About GP International Roaming:
In March 1999, Grameenphone introduced this premium service for the first time in Bangladesh and now provides International Roaming service to its own subscribers traveling abroad as well as to foreign operators’ subscribers traveling in Bangladesh. For the first time in Bangladesh in July 2006, Grameenphone launched Roaming Services (both GSM and EDGE/GPRS) with CAMEL Phase II for Pre paid In-bound subscribers. Grameenphone has unique ‘One to One’ relationship with all its International Roaming partner operators. As of January 2009, GrameenPhone has 343 GSM partner operators in 120 countries in 6 continents and 118 EDGE/GPRS partner operators in 52 countries
• GrameenPhone center
Grameenphone Centers are one-stop shops designed especially for you and your needs. We call these Grameenphone Centers our Flagship sales and service point. You will find these centers with our professional sales and service people to help you. Whether you wish to pay a bill, change a subscription, buy a new connection or replace a mobile phone, our Grameenphone Centers can provide you all this and more under one roof. Furthermore, many activities and campaigns all round the year make GPC a happening place; for example the Grameenphone Centre Recent Nokia campaign So whenever you stop by, you’d observe some activity or the other. We invite you to visit us at any one of the 82 Grameenphone Centers currently operational around the country, with many more new shops in
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different regions opening soon. You can be sure that very soon one will be opening near you.
Grameenphone Corporate Governance
In the fast-paced world of telecommunications, vibrant and dynamic Corporate Governance practices are an essential ingredient to success. Grameenphone believes in the continued improvement of corporate governance. This in turn has led the Company to commit considerable resources and implement internationally accepted Corporate Standards in its day-to-day operations. Being a public limited company, the Board of Directors of Grameenphone have a pivotal role to play in meeting all stakeholders’ interests. The Board of Directors and the Management Team of Grameenphone are committed to maintaining effective Corporate Governance through a culture of accountability, transparency, well-understood policies and procedures. The Board of Directors and the Management Team also persevere to maintain compliance of all laws of Bangladesh and all internally documented regulations, policies and procedures. Grameenphone is a truly transparent company that operates at the highest levels of integrity and accountability on a global standard.
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Grameenphone Organogram
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Shareholders
Telenor Overview
About Telenor
Telenor is emerging as one of the fastest growing providers of mobile communications services worldwide with ownership interests in 12 mobile operators across Europe and Asia. Telenor is organised into three business areas; Mobile operations covering 12 countries, and Fixed-line and Broadcast services covering the Nordic region. Telenor holds 62 per cent of Grameenphone, with Grameen Telecom Corporation owning the remaining 38 per cent. Telenor has played a pioneering role in development of cellular communications in Bangladesh.
The Telenor Group
More than 150 million mobile subscribers worldwide Strong subscription growth, particularly in our Asian operations Listed as No.1 on Dow Jones Sustainability Index 2008 Ranked as the world's seventh largest mobile operator Revenues 2007: NOK 105 billion Workforce 2007: 35 800 man-years Listed on the Oslo Stock Exchange, with headquarters in Norway
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About Grameen Telecom
Grameen Telecom Corporation, which owns 38% of the shares of GrameenPhone, is a not-for-profit company and works in close collaboration with Grameen Bank. The internationally reputed bank for the poor has the most extensive rural banking network and expertise in microfinance. It understands the economic needs of the rural population, in particular the women from the poorest households. Grameen Telecom, with the help of Grameen Bank, administers the Village Phone Program, through which GrameenPhone provides its services to the fast growing rural customers. Grameen Telecom trains the operators, supplies them with handsets and handles all service-related issues. 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 Telecom’s objectives are to provide easy access to GSM cellular services in rural Bangladesh, creating new opportunities for income generation through self- employment by providing villagers with access to modern information and communication based technologies
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Corporate Update
Ensuring secured working environment is an integral part of responsible corporate behavior
Believing in the ethos of corporate social responsibility, Grameenphone always strives to uphold the standards in all its business operations. Ensuring secured work place is no exception. In order to minimize accidents at the workplace and at the project sites, GP regularly undertakes awareness programs as well as necessary training programs for GP employees and vendors/suppliers regarding various Health, Safety and Environment issues. Though the employees of our vendors are not directly employed by us, through our contractual agreement with the vendors, we aim to ensure safe and secured working condition for their employees when they are working for us. However, we are aware that this is a continuous process and there are always opportunities to raise the collective performance level with respect to health and safety standards. Due to our scale of operations dispersed across the country while the local vendors/suppliers having low awareness on standard HSE practices, we consistently endeavor to address this issue through necessary phase-by-phase capacity building exercises.
Key Financial Figures
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Committed to Customer Service
In 2007, over 12 million subscribers were served through the Inbound Hotlines, Online Service and through outbound calls. In order to give a positive and sustaining experience to the ever increasing subscribe base, Grameenphone Customer Service is continuously improving on its processes and procedures. Language and dialect based service for djuice subscribers has been launched through the Hotline by introducing English language and Chittagong dialect from February 2007. Business Solutions subscribers of Grameenphone are provided customer service through their dedicated Key Account Managers. Moreover, 121 have been made toll-free for all Business Solutions postpaid subscribers from June 2007. Customer satisfaction has been declared as a major key performance indicator (KPI). In this regard, a survey was conducted to measure the satisfaction of the customers calling at the GP Hotline in September 2007. And later on Weekly Survey has been conducted on a regular basis to measure customer satisfaction level. The results showed a sharp decline in waiting times followed by a substantial increase in customer satisfaction. This was achieved through a strong focus on training the employees handling customer queries. A number of extensive training programs took place on systems and products and on the actual dialogue with the customers. Grameenphone Online Customer Service, an Internet-based customer service, has completed its first year in December 2007. Grameenphone Online Customer Service started its journey with a very new idea and developed it into a reliable channel for customers to get information and service from Grameenphone. In spite of the low internet penetration rate in the country, a good number of GP customers used the
Grameenphone Online Customer Service as a customer service window in the past one year. In addition, a large number of customers were also served through responses to written queries via emails, faxes and letters. The focus 18
now is to move up to the next level with an ambition “To provide the best-in-class Customer Service in Asia” by establishing the most reliable, friendly and quality customer service.
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Faculty of Business Administration A project work on
Group – 02
Submitted by – 1. 2. 3. 4. 5. 6. 7. KH. Rizwan – Ul – Hossain Saeem Khan Md. Hamid Hasan Hayatul Haque Chowdhury Mahedi Hasan Nasim Hasan Tawsif Ahmed
1
Contents
◊
About GrameenPhone
◊ Services ◊ Corporate Governance ◊ Organogram ◊ Shareholders ◊ Key Financial Figure ◊ Maintaining Network Equity ◊ Committed Customer Service
2
About GRAMEENPHONE
The company has so far invested more than BDT 10,700 crore (USD 1.6 billion) to build the network infrastructure since its inception in 1997. It has invested over BDT 3,100 crore (USD 450 million) during the first three quarters of 2007 while BDT 2,100 crore (USD 310 million) was invested in 2006 alone. Grameenphone is also one the largest taxpayers in the country, having contributed nearly BDT 7000 crore in direct and indirect taxes to the Government Exchequer over the years. Of this amount, over BDT 2000 crore was paid in 2006 alone. Since its inception in March 1997, Grameenphone has built the largest cellular network in the country with over 10,000 base stations in more than 5700 locations. Presently, nearly 98 percent of the country's population is within the coverage area of the Grameenphone network. Grameenphone was also 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 Grameenphone network is also EDGE/GPRS enabled, allowing access to high-speed Internet and data services from anywhere within the coverage area. There are currently nearly 3 million EDGE/GPRS users in the Grameenphone network. Grameenphone nearly doubled its subscriber base during the initial years while the growth was much faster during the later years. It ended the inaugural year with 18,000 customers, 30,000 by the end of 1998, 60,000 in 1999, 193,000 in 2000, 471,000 in 2001, 775,000 in 2002, 1.16 million in 2003, 2.4 million in 2004, 5.5 million in 2005, 11.3 million in 2006, and it ended 2007 with 16.5 million customers. From the very beginning, Grameenphone placed emphasis on providing good after-sales services. In recent years, the focus has been to provide after-sales within a short distance from where the customers live. There are now more than 600 GP Service Desks across the country covering nearly all upazilas of 61 districts. In addition, there are 72 Grameenphone Centers in all the divisional cities and they remain open from 8am-7pm every day including all holidays. GP has generated direct and indirect employment for a large number of people over the years. The company presently has more than 5,000 full and temporary employees. Another 100,000 people are directly dependent on Grameenphone for their livelihood, working for the Grameenphone
3
dealers, retailers, scratch card outlets, suppliers, vendors, contractors and others. In addition, the Village Phone Program, also started in 1997, provides a good income-earning opportunity to more than 210,000 mostly women Village Phone operators living in rural areas. The Village Phone Program is a unique initiative to provide universal access to telecommunications service in remote, rural areas. Administered by Grameen Telecom Corporation, it enables rural people who normally cannot afford to own a telephone to avail the service while providing the VP operators an opportunity to earn a living. The Village Phone initiative was given the "GSM in the Community" award at the global GSM Congress held in Cannes, France in February 2000. Grameenphone was also adjudged the Best Joint Venture Enterprise of the Year at the Bangladesh Business Awards in 2002. Grameenphone was presented with the GSM Association's Global Mobile Award for ‘Best use of Mobile for Social and Economic Development' at the 3GSM World Congress held in Singapore, in October 2006, for its Community Information Center (CIC) project, and for its HealthLine Service project at the 3GSM World Congress held in Barcelona, Spain, in February 2007. Grameenphone 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, Children's Education Support, Higher Education Support for employees, in-house medical support and other initiatives.
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Services
•
Smile Prepaid - Bring SMILE into your life!
Low rates:
SMILE subscribers will enjoy reduced tariff of only Tk 1.50/min (8am-12pm and 4pm-12am ) for all GP to GP calls and Tk 2/min to any other operator (8 am-12 am). A call to a BTCL number will cost Tk. 2. During 12 pm to 4 pm tariff for any GP-GP call is 0.49/min. Under a promotional offer smile subscribers now can talk to any GP number only at Tk. 0.49/min from 12 am to 8 am in the morning. At the same time calls to any other operators will cost Tk. 1.00/min. SMS to any GP number and to other local operator's number is Tk.1 and international operators is Tk. 2
Great rewards:
SMILE offers thankyou to express gratitude to you. Your thankyou discount can be received on purchases from more than 300 thankyou partners' locations nationwide. To know more about your thankyou partner discounts, click on the following link. It will redirect you to the thankyou section of the website
Great F&F Rates:
SMILE customers will enjoy great Friends & Family rates through which they can talk at only Tk 0.49 per minute and SMS at only Tk 0.50 to 3 Friends & Family number
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Other facilities:
Along with all the benefits, all new and existing customers of Grameenphone will continue to enjoy quality network and best customer service. In addition, SMILE brings a lot of other facilities:
Caller ID: It is a basic feature of SMILE that allows you to view the number
that is trying to reach you.
Call Waiting: It enables you to receive a second call while you are already
talking to another person. When your call waiting feature is activated (on your mobile), you will be usually notified by a short beep sound. You can then either rejects the second call or put the first caller on hold, talks to the second caller and then returns to the first call. Call waiting can be activated by calling *43#, deactivated by calling #43# while its status can be checked by calling*#43#.
Call Conference: It is a unique & beneficial service that enables you to
interact with multiple people at the same time. It allows you to make up to 5 calls at once and connect all the calls so that everyone can talk to each other. This feature is handset dependent.
Call Divert/Call Forwarding: You can divert/forward your incoming calls
to any other number when your mobile is off, busy, cannot answer phone or out of coverage area.
Call Barring: Depending upon your mobile handset, you can restrict any
unauthorized use of your mobile phone (incoming and outgoing).
• Xplore postpaid
Benefits at a glance
Post-paid product with BTCL (Local, NWD, ISD and Economy ISD) connectivity Enjoy free incoming call from BTCL.
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Attractive Start-up Offer with Free VAS No on-net/off net, simple flat and low Tariff Reduced rate on four F&F numbers Economy ISD (012 ) SMS Roaming Breakfast News Pre activated EDGE Service GSM features (Caller ID, Call divert, Call barring, Call Hold, and Call waiting) Wide collection of value added service (SMS, EDGE, Welcome Tune, Voice Mail, Voice SMS) International Roaming facility Flexible credit policy Pay your bills from anywhere using FlexiLoad Monthly 6-12% ThankYou discount on airtime & Crown Membership
• Djuice
• Internet / Edge service
Grameenphone internet packages:
You can easily connect to high speed internet by availing any of the internet packages offered by Grameenphone. Grameenphone has four different internet packages considering the needs of wide variety of subscribers. Choose any of the packages below that suits your need: Package 1 (P1) is a pay-as-you-go offer. It is available for both prepaid and postpaid subscribers. For every kilobyte (KB) of data browsed, subscribers are charged Tk. 0.02 (excluding VAT).
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To subscribe to Package 1 (P1), type P1 and SMS to 5000 Package 2 (P2) is for both prepaid and postpaid subscribers. For P2 (24x7 Monthly Browsing) monthly charge is BDT 850 (excluding VAT) both for prepaid and postpaid subscribers. To subscribe to Package 2 (P2), type P2 and SMS to 5000 Package 3 (P3) is for postpaid subscribers. Subscribers can enjoy the service from 12:00AM-8:00AM and monthly charge is BDT 300 (excluding VAT). From 8:01AM-11:59PM, subscriber can enjoy pay-as-you-go offer like P1. To subscribe to Package 3 (P3), type P3 and SMS to 5000 Package 4 (P4) is for prepaid subscribers. Subscribers can enjoy the service from 12:00AM - 11:59PM (within a day) with 150MB data usage limit in a day and daily charge is BDT 60 (excluding VAT). From 12:00 AM of the next day, pay-as-you-go (P1) charges will be applicable. To subscribe to Package 4 (P4), type P4 and SMS to 5000 Subscriber can activate Grameenphone INTERNET service on his/her cell phone by sending the activation SMS (mentioned above). Subscriber will receive three (3) handset settings (Internet, WAP, MMS) from Grameenphone. Please save all three settings and if necessary, write 1234 as PIN. *SMS charge applicable for the activation message. *Subscribers have to pay content download fee separately.
Tariff Structure P1 Subscribers Tariff Content Download All None As per content P2 All BDT 850/Month As per content P3 Postpaid BDT 300/Month Nil As per content P4 Prepaid BDT 60/Day Nil As per content
Browsing Charge BDT 0.02/KB Nil
Internet SIM
Internet SIM is a SIM card that allows you to use internet and avail data services. Using this SIM you can send or receive SMS but can not avail any voice service.
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How to use this Internet SIM You need an EDGE/GPRS modem of any brand to use this SIM. If you use this SIM with Grameenphone Internet Modem, there will be no hassle as it is preconfigured. Follow the following steps to use this internet SIM
•
Step-3 is applicable for initial installation only. You do not have to choose an internet package every time you browse the internet.
Choose any of the packages below that suits your need: Prepaid P1 (Pay as You Go) P2 (24x7 Monthly Browsing) P4 (Internet for a Day) Postpaid P1 (Pay as You Go) P2 (24x7 Monthly Browsing) P3 (Nighttime Browsing)
To subscribe, SMS the name of your chosen internet package (P1, P2, P3 or P4) to 5000. After activation, you will get a confirmation message and then you are ready to go
• Thank you discount
Thankyou Discount on Voice Calls for Xplore
As a valued xplore post-paid subscriber, you will receive Thankyou discount on voice calls; the amount of your Thankyou discount is based on a combination of your total voice call bill and the number of years you have been with Grameenphone. Which means the longer you have been with
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Grameenphone the higher the discounts you will receive. Just our way of saying Thank you! Xplore Post paid: Monthly Thankyou Discount The matrix below will help you find out your Thankyou discount amount on your monthly bill. It’s easy to calculate. Monthly outgoing voice calls (Excluding BTTB charge, Monthly Access Fee, Roaming & VAT amount) Number of years of subscription More than 6 years More than 3 years, Less than 6 years More than 1 years, Less than 3 years Less than 1 year Tk.401-2000 10% 9% Tk. 2001-3000 Tk. 3001+ 11% 10% 12% 11%
8% 6%
9% 7%
10% 8%
Suppose your monthly bill for outgoing voice calls is Tk.1500 for the month of July, and you have been a GP subscriber for 4 years. Then you would a get a Thankyou discount of 9% (“More than 3 years, less than 6 years” and monthly outgoing voice calls Tk.401-2000 cells in the matrix). The more you talk and the longer you are a GP xplore subscriber, the higher the Thankyou discount you will get.
Discount through SMS
With thankyou SMS Discounts, there are shopping surprises with every SMS. Shop with any one of our thankyou Partners and send us an SMS (with the store code) at the cash counter to receive an immediate discount at the store.
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• Value added service
Value Added Services
You can use your mobile phone for many other purposes than making voice calls. With GrameenPhone’s VAS, you can use your mobile phone to: Send and receive text messages, picture messages, voice messages Download ring tones, logos, wallpapers Obtain news updates, cricket score updates Browse the Internet and also send and receive e-mails Transfer data and send fax Participate in competitions and vote for your opinions
You will be able to use all these services whenever you need them, wherever you are. All you need is to have a GP mobile phone to get these services Messaging Services Information Alerts Data Transfer Fax Entertainment Services Browsing the Internet Send and receive e-mails Download Contents Customize Your Handset
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• Roaming
About GP International Roaming:
In March 1999, Grameenphone introduced this premium service for the first time in Bangladesh and now provides International Roaming service to its own subscribers traveling abroad as well as to foreign operators’ subscribers traveling in Bangladesh. For the first time in Bangladesh in July 2006, Grameenphone launched Roaming Services (both GSM and EDGE/GPRS) with CAMEL Phase II for Pre paid In-bound subscribers. Grameenphone has unique ‘One to One’ relationship with all its International Roaming partner operators. As of January 2009, GrameenPhone has 343 GSM partner operators in 120 countries in 6 continents and 118 EDGE/GPRS partner operators in 52 countries
• GrameenPhone center
Grameenphone Centers are one-stop shops designed especially for you and your needs. We call these Grameenphone Centers our Flagship sales and service point. You will find these centers with our professional sales and service people to help you. Whether you wish to pay a bill, change a subscription, buy a new connection or replace a mobile phone, our Grameenphone Centers can provide you all this and more under one roof. Furthermore, many activities and campaigns all round the year make GPC a happening place; for example the Grameenphone Centre Recent Nokia campaign So whenever you stop by, you’d observe some activity or the other. We invite you to visit us at any one of the 82 Grameenphone Centers currently operational around the country, with many more new shops in
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different regions opening soon. You can be sure that very soon one will be opening near you.
Grameenphone Corporate Governance
In the fast-paced world of telecommunications, vibrant and dynamic Corporate Governance practices are an essential ingredient to success. Grameenphone believes in the continued improvement of corporate governance. This in turn has led the Company to commit considerable resources and implement internationally accepted Corporate Standards in its day-to-day operations. Being a public limited company, the Board of Directors of Grameenphone have a pivotal role to play in meeting all stakeholders’ interests. The Board of Directors and the Management Team of Grameenphone are committed to maintaining effective Corporate Governance through a culture of accountability, transparency, well-understood policies and procedures. The Board of Directors and the Management Team also persevere to maintain compliance of all laws of Bangladesh and all internally documented regulations, policies and procedures. Grameenphone is a truly transparent company that operates at the highest levels of integrity and accountability on a global standard.
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Grameenphone Organogram
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Shareholders
Telenor Overview
About Telenor
Telenor is emerging as one of the fastest growing providers of mobile communications services worldwide with ownership interests in 12 mobile operators across Europe and Asia. Telenor is organised into three business areas; Mobile operations covering 12 countries, and Fixed-line and Broadcast services covering the Nordic region. Telenor holds 62 per cent of Grameenphone, with Grameen Telecom Corporation owning the remaining 38 per cent. Telenor has played a pioneering role in development of cellular communications in Bangladesh.
The Telenor Group
More than 150 million mobile subscribers worldwide Strong subscription growth, particularly in our Asian operations Listed as No.1 on Dow Jones Sustainability Index 2008 Ranked as the world's seventh largest mobile operator Revenues 2007: NOK 105 billion Workforce 2007: 35 800 man-years Listed on the Oslo Stock Exchange, with headquarters in Norway
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About Grameen Telecom
Grameen Telecom Corporation, which owns 38% of the shares of GrameenPhone, is a not-for-profit company and works in close collaboration with Grameen Bank. The internationally reputed bank for the poor has the most extensive rural banking network and expertise in microfinance. It understands the economic needs of the rural population, in particular the women from the poorest households. Grameen Telecom, with the help of Grameen Bank, administers the Village Phone Program, through which GrameenPhone provides its services to the fast growing rural customers. Grameen Telecom trains the operators, supplies them with handsets and handles all service-related issues. 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 Telecom’s objectives are to provide easy access to GSM cellular services in rural Bangladesh, creating new opportunities for income generation through self- employment by providing villagers with access to modern information and communication based technologies
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Corporate Update
Ensuring secured working environment is an integral part of responsible corporate behavior
Believing in the ethos of corporate social responsibility, Grameenphone always strives to uphold the standards in all its business operations. Ensuring secured work place is no exception. In order to minimize accidents at the workplace and at the project sites, GP regularly undertakes awareness programs as well as necessary training programs for GP employees and vendors/suppliers regarding various Health, Safety and Environment issues. Though the employees of our vendors are not directly employed by us, through our contractual agreement with the vendors, we aim to ensure safe and secured working condition for their employees when they are working for us. However, we are aware that this is a continuous process and there are always opportunities to raise the collective performance level with respect to health and safety standards. Due to our scale of operations dispersed across the country while the local vendors/suppliers having low awareness on standard HSE practices, we consistently endeavor to address this issue through necessary phase-by-phase capacity building exercises.
Key Financial Figures
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Committed to Customer Service
In 2007, over 12 million subscribers were served through the Inbound Hotlines, Online Service and through outbound calls. In order to give a positive and sustaining experience to the ever increasing subscribe base, Grameenphone Customer Service is continuously improving on its processes and procedures. Language and dialect based service for djuice subscribers has been launched through the Hotline by introducing English language and Chittagong dialect from February 2007. Business Solutions subscribers of Grameenphone are provided customer service through their dedicated Key Account Managers. Moreover, 121 have been made toll-free for all Business Solutions postpaid subscribers from June 2007. Customer satisfaction has been declared as a major key performance indicator (KPI). In this regard, a survey was conducted to measure the satisfaction of the customers calling at the GP Hotline in September 2007. And later on Weekly Survey has been conducted on a regular basis to measure customer satisfaction level. The results showed a sharp decline in waiting times followed by a substantial increase in customer satisfaction. This was achieved through a strong focus on training the employees handling customer queries. A number of extensive training programs took place on systems and products and on the actual dialogue with the customers. Grameenphone Online Customer Service, an Internet-based customer service, has completed its first year in December 2007. Grameenphone Online Customer Service started its journey with a very new idea and developed it into a reliable channel for customers to get information and service from Grameenphone. In spite of the low internet penetration rate in the country, a good number of GP customers used the
Grameenphone Online Customer Service as a customer service window in the past one year. In addition, a large number of customers were also served through responses to written queries via emails, faxes and letters. The focus 18
now is to move up to the next level with an ambition “To provide the best-in-class Customer Service in Asia” by establishing the most reliable, friendly and quality customer service.
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