Professional Documents
Culture Documents
1. Introduction 9
1.1 The origin of the report 9
1.2 Objective 9
1.3 Methodology 10
1.4 Limitations 10
2. About Aktel 11
2.1 About the company 11
2.2 Vision 11
2.3 Mission 11
2.4 Theme 11
2.5 Motto 11
2.6 Major Milestone of the AKTEL 12
3. Human Resource Division 13
3.1 About Human Resource Division of the company 13
3.2 Importance of HR division in the company 13
3.3 Duties and responsibilities of HR division of AKTEL 13
3.4 HR Mission 14
3.5 HR objective 14
3.6 AKTEL HR ORGAN GRAM 14
3.7 LITERATURE REVIEW (with the comparison of AKTEL) 15
3.8 Recruiting 15
3.9 Sources of recruitment 15
3.10 Forecasting the supply of outside candidate 17
.3.11 The procedure of CV sorting 18
3.12 Selection 18
3.13 The chart of recruiting and selection process of AKTEL 20
3.14 Problems with the Recruiting and Selection process of AKTEL 21
3.15 Recommendations 21
3.16 Employee orientation 22
1.2 Objective:
Primary objective:
The primary objective of this project is to learn about the customer care, recruiting,
selection process and orientation, training and Development process of the
AKTEL mobile company.
Report objective:
To give detailed information about requiting, selection, orientation, training
and development process of the company.
To focus on the major activities of requiting, selection, orientation, training
and development process and under which division these work.
Show how this activities relate with the organization overall strategy and
objective.
To know how affectively these activity work for the company.
To focus on the extent and nature of any formal evaluation of the activity’s
effectiveness.
Primary Data:
From the interview of the Human Resource Manager & Customer Care Service
Manager of AKTEL collects the primary data and information.
Secondary data:
The data and information is also taken from books, catalogs and also from the
Internet.
1.4 Limitation:
The major limitation factor for this report was primarily the reluctance and strict
devotion to confidentiality maintenance attitude show by the officials of AKTEL
mobile company. Moreover, some information was withheld to preserve privacy of
the company. So, we can’t give the exact information always. Most of all we had very
little time to finish this project. If we had some time more the project could have been
better.
2.2 Vision:
To be a leader as a Telecommunication Service Provider in Bangladesh.
2.3 Mission:
AKTEL aims to be achieving its vision through being number “One” not only in
terms of market share, but also by being an employer of choice with up-to date
knowledge and products geared to address the ever changing needs of our budding
nation.
2.4 Theme:
“Customer First”
2.5 Motto:
“Cleary Ahead”
1. First time introduced the 'mobile Plus (PSTN Incoming Connectivity only)
Product Services' in Bangladesh.
2. First time introduced the Tele-Ramadan (Timing of Iftar and Sehri during
Ramadan) under Tele-info Services in Bangladesh.
3. First time introduced the Seamless Coverage throughout the Dhaka-
Chittagong Highway and named it as 'Chittagong Dhaka Corridor (CDC)'.
4. First time introduce the full fledged IVR based Customer Services (Call
Center) in telecom market.
5. First time introduced cellular services in the most northern part of
Bangladesh by launching AKTEL Service in Rangpur and Dinajpur in
2002.
6. TMIB brought Twenty Six (26) Districts and the outskirts under AKTEL
network by the end of Year 2002 successfully.
7. Introduced the automatic system generated bill amount and payment
request for the Post-paid subscribers in 2002. The automatic unbarring
facility, after necessary payment making by the subscribers, is also a part
of this system.
3.5 HR objective:
Providing the right person for the right job.
Job satisfaction.
Career planning and Development.
Reduce the employee turnover by recruiting and selecting the right person.
HR Division
Compensation &
benefit HR Information
(2 employee) (4 employee)
3.8 Recruiting:
To find the appropriate person for the company HR develop source of qualified
applicant and engaged in recruiting activities. They construct contact with different
source and try to build a pool of candidate. They try to assemble candidate for the
organization and from them they try to find out the right person. Recruiting is the first
step for creating the human resources for the company. Company can recruit
employee when they need.
AKTEL recruit employee during the whole year at different time. They some time
recruit employee on quarterly basis or half yearly basis or yearly basis basically
depend on their business plan. As AKTEL expanding their business, they need to
recruit more people. They forecast their business plan and determine the duties and
position before they recruit employee. To find the human resource requirement they
consider all three techniques-
density, location of that place and their budget to provide service in those areas. Since
they have to make plan depending on these factors, they prefer scatter plot to
determine the number of employees for recruiting and selecting.
(2) Agencies:
AKTEL does not go for Agency recruiting. Sometimes they take help from foreign
agencies when they hire expatriate. They use foreign agencies to recruit expatriate and
top-level management people. These types of recruiting decisions have been taken by
their head office that is situated in Malaysia.
AKTEL consider the general market condition, local market condition and
occupational market condition when they recruit because it helps them to find whether
they have suitable supply of candidate or not.
3.12 Selection:
AKTEL go through some selection process when they hire employee. They undergo
some initial screening and testing technique when they select an employee. These
techniques help them to find the right person for the right job. They take interview of
the candidate; arrange different tests to find the appropriate person. Then they give
final decision. HR manager conducts initial screening part for the selection procedure.
Department super and top-level management who are responsible to take the final
decision conduct the remaining part.
However, for the selection procedure, AKTEL follows two steps. These are:
1. Written test:
The candidate who applies for the job should sit for a written test. The candidates who
pass in the written test are selected for further processing. In order to take written test,
they generally follow two types of tests. These are given below:
(a). Specific cognitive abilities/ mental abilities: The method is used for measuring
mental abilities such as inductive and deductive reasoning, verbal comprehension,
memory and numerical ability. Thus, AKTEL use this type of test in order to select
employees for the mechanical or technical positions of their company.
(b) Achievement test: These methods are widely used in employment screening.
Since, it is basically a measurement of what a person has learned throughout his/her
life; therefore AKTEL uses this method in order to recruit and select employees for
administrative section who are able to apply their gained knowledge in their practical
field so that AKTEL can find out the right person for the right place.
However, sometimes they directly call for the interview without taking the written
test.
3. Other tests:
Beside written test and interview AKTEL likes to go through some other types of test.
# Medical test:
AKTEL take medical test to find the employees physical condition. It helps them to
find whether they are physically fit for doing their job properly.
Recruiting
C.V Sorting
Written Test
Interview
Other Test
Final Selection
3.15 Recommendations:
# They should use personnel replacement chart in order to recruit more efficient
employees for a specific position quickly.
# Since, they do not promote work samples they face problems with the employees in
practical field. Thus they should bring more facilities for the H.R. Division to check
work samples for technical employees.
# AKTEL would get benefit if they check the personality after the whole selection
procedure because, those employees who have personality problems might cause
conflicts inside the organization and also in the practical field. To implement this,
AKTEL should verify one’s personality by psychological tests and similar test used.
# To recruit and to select efficient candidates AKTEL should check background
information. The process can be implemented by verifying an applicant’s current
position, motivation to work, technical competence and ability to work with others
from the current or previous supervisor.
# AKTEL should implement appraisal interview in order to motivate employees.
Appraisal interview can be taken for the current employee by conducting a brief
discussion with the supervisors and the employees for their performance. And through
this interview they should recommend what to do in order to motivate their
performance.
Again, AKTEL can implement situational interview so that they can have more
efficient employee in their organization. The situational interview can be placed in
interview session by providing specific questionnaires or situation or case for a
specific job.
# They arrange an overall orientation for one day. In the orientation all the new
recruiters are present and the management give them an overall job description and
job specification.
# Department supervisor gives the new recruiter some orientation about the
department’s job procedures, and make him or her familiar with the working
environment (the other six days)
Their training programs are based on the job natures and the performance of the
employees. Their goal is to attract, retain and motivate the very best and to do that
they support training, development, and business education.
Primarily, the importance of training stems from the rapid change in the environment.
As a developing country, people, in general, are not very aware about the
technological changes that are taking place.
training basically seek to take human inputs recruited or even existing employees and
turn them into productive part of the company. Training programs should be taken as
a continual, ongoing process, which improve the scenario in different dimensions
such as:
1. Training process is conducted to provide the freshers the basic knowledge which is
required to perform their specific job perfectly.
2. To implement the basic knowledge, Aktel provides practice session for the new
employees. Aktel believes on the more practice the more perfect empolyee. That’s
why they prefer more the practice session.
3. Training provides the people with better improved knowledge, working habits,
working techniques which are essential part to achieve both employee and company
satisfaction and thus retaining them in the long run.
4. Training programs also help trainee to develop positive attitude about themselves
and company as a whole.
Therefore, training works as one of the most vital weapons to achieve overall,
long-run goals of an organization.
4.1.1
1. In-house training:
This training is provided through the vendors. Employee supervisors or line
managers provide a coaching for the new employees. In coaching, lectures are
delivered to provide knowledge related to the specific jobs. A lecture is the
best way to present a basic outline of a subject in a shorter time to a larger
number of trainees than any of the other techniques. FOR example, when
information about AKTEL’S products, new services, and new findings in the
research and company information, market condition is to be given to the
trainees then the training department adopts lectures. With this technique, a
trainer can handle a higher number of participants and give greater volume of
information within a short time period
2. foreign training:
To implement new technology Aktel have to train their new employees from
foreign countries. They have arranged for international training for their
employees according their performance .In this case the employee has to sign
a Bond assuring the company that he will not leave company next few years.
This duration varies based on the training. Employees are mainly send to
Malaysia for this higher training. The cost of relocations, the whole expense of
food and housing are providing by AKTEL Company as long as they are in the
abroad for training.
AKTEL provide job rotation to the entry-level employees. In this process they
don’t send their employee of one department to another department for
training. What they do is that they just send employee of one branch to another
or one region to another.
4. Discussion:
In AKTEL, when any new system is launched or when there is any need for
changing the technique or policies, discussion is used as a training method
where both the trainer and the trainees can share their thoughts and opinions.
During the leadership training, induction training as training on advanced
selling skill; the training department usually prefers discussion. Sometimes,
when cases are given to the trainees to solve the problem and suggest
recommendation, group discussion also takes place among the trainees.
Though the training programs are provided by different departments, the overall
supervision is upon the HR department. They look after the overall process and do
some routine functions. They are as follows:
A primary objective of many training programs is to teach the force how to be more
productive. Usually, a person’s productivity will increase with experience. But if s
training can substitute for some of the needed experience, higher productivity levels
should be reached earlier. The most important objectives of training program are
Shown in the given diagram:
5.3
5.4
5.5
5.6
5.7 Improved Improved self-
communication management
5.8
5.9
5.10
Increased Training program Improved
5.11 productivity objectives of Aktel morale
5.12
5.13
5.14
5.15 Improved
customer relations
5.16
5.17
5.18 Figure: Training Programme
5.19 3.23 Training plan: -
Training gives new employees the skills required to perform their jobs perfectly. So
make the training program perfect AKTEL plans some steps, which are helpful for the
fresher. AKTEL follows the following steps to conduct training.
Performance testing
Job analysis
Force survey
Performance survey
Observation
In AKTEL, the Training programs are made as yearly basis for providing training on
techniques and skills for all level of their employees including the ones from other
departments because they believe that in a organization everybody needs to have skill.
The marketing department, sales department and HR department altogether do the
overall plan. This yearly plan for training is enhanced by the monthly meetings held
in every spots where AKTEL has subsidiaries. These meetings are referred to as Pre-
cycle Briefing meeting. These meetings try to find out in which areas and for which
employees training is needed. In the beginning of the training, expectations from
each participant in the training program are assessed and according to that the
managers design the content of the training.
Plan of every individual department also has significant impact on the training plan
because only proper training can ensure the implementation of the plan. The yearly
plan for providing training makes sure that it can be helpful for the achievement of the
objective of the plan.
The training department plans the training before 2-3 months from the time intended
to provide the training to the employees. The Training Manager is responsible for
preparing the budgeting, plan on which training for whom in all department, planned
actions, and also give guidelines to the Human Resource Department for recruitment
and selection. However, Training Manager specifically works with the related
training. According to the company’s perspective, everybody should have knowledge
about their related job. So, the Training Manager plans what type of training is
required for new recruits and the existing personnel and how the training is going to
change the current performance and will help in achieving the desired level of
performance. Both the managers analyze the performance of the trainee after
attending the training program taken place in the last month and set strategy for the
next month’s training plan.
AKTEL has both line executive trainer and outside specialists. The HR manager and
senior supervisor usually train their own force. In that way, the trainer can get better
understanding about the laggings of their force and can take necessary steps according
to that. On the other hand, force also get known environment because of their own
supervisor as their trainer. Aktel also bring outside specialists from abroad like
Malaysia. In this way, they get the most advance and recent information from their
competitors.
After each training session, each must have to submit an ‘annual assessment’. In the
annual assessment, each trainee is asked to do report regarding the training program
and is asked to do presentations on the items they have learnt. During the training,
quizzes and assignments are also given among the trainees. The effects of training
on their performance are evaluated through the performance they have done after
taking part in the training compared to the performance they used to do before the
training and by this the organization measure the effectiveness of that training
program. The trainees who have gone abroad for attending the training program are
required to submit a report regarding on the materials taught in the whole training
program. This type of evaluation helps both the trainers as well as the trainees. The
trainees can compare their own performance and try to improve according to that. The
trainers can judge the effectiveness of training and can develop better strategy for the
upcoming training program.
When AKTEL selects their own employees to fill the vacant higher positions they
look for the employee who are ready to get the higher position. As they do not follow
the personnel replacement chart or position replacement card they have to make those
employees ready to acquire the higher position AKTEL conducts development
program for them. It helps those employees to have the ability to take decisions those
are required in the higher-level position. Those who deserve the higher position
receive a development process conducted by AKTEL but it’s true that their
development programs are not well organized though they take some necessary steps
for developing their employees who are working inside the organization.
Before starting a development program they analyze the employees to what extent
they need the development to be fit for the higher position. To analyze this they go
through SGA (skill gap analysis).
1. Job rotation:
AKTEL provide job rotation to the managerial employees also. But the idea of
AKTEL’s job rotation policy is limited only to the department. That means they don’t
send their employees of one department to another department. What they do is that
they just send employee of one branch to another or one region to another. For
example, for job rotation they send Marketing manager of Chittagong branch to the
Marketing department of Dhaka branch as a manager which position is vacant, but
they don’t send a marketing manager to the sells department or HR department or any
other branches.
2. Junior Board:
It is used for operational decisions in most cases. But sometimes it is used to take very
few strategic decisions (example: to design training program). To attend junior board
all employees should already receive the initial coaching. In junior board top level
managers have a sit with the sub-ordinates and encourage them to provide possible
suggestions regarding a decision. The sub-ordinates try to give suggestions through
brainstorming using the knowledge provided in the initial coaching.
AKTEL Customer Care Centers have been established to meet all your needs and
demands, under one roof.
Staffed with professionals, these Centers cater to any queries that you may have
regarding AKTEL and its products / services.
Any support regarding your AKTEL connection, be it as simple as paying your bills
or activating any of AKTEL’s innovative value-added services, is available at these
Centers.
Our vibrant and experienced customer service team aim to provide you with a unique
quality experience that will make your realize how important you are to us.
You are most welcome to visit us at any one of the 19 AKTEL Customer Care
Centers that are currently operational in select cities, with many more to open shortly.
Our reputation is based upon our ability to fulfill promises to shareholders, customers
and employees. We do so by being honest in our dealings, taking responsibility and
being accountable for our actions. We treat everyone the way we would like to be
treated. We are proactive in identifying issues and coming up with solutions. We
ensure that the highest ethical standards guide us in making decisions. We are true to
our word.
By working as one team with shared goals we achieve great things. We value ideas
and contributions from everyone. We recognize, respect and value diversity in the
team. We develop strong bonds by communicating and sharing knowledge. We
encourage open discussion and commit to an agreed position. All of us have a part to
play.
Wondering whether you have enough time to visit our Customer Care Centers for
information as simple as your current Friends and Family numbers? Or do you want
to know about AKTEL’s latest offers but do not have the time to visit our Centers?
We have the answer for you at your fingertips. Simply dial 123 from your AKTEL
number and get the information you want… it is as simple as that…
We understand that for your versatile range of demands for new and innvovative
products, providing instant information is a must. Which is why 123 provides you
with both automated assistance as well as direct assistance from our trained staff who
are always at your service… any time… any where.
Easy to reach, 123 ensures instant and personalized support at your finger tips, round
the clock, 24 hours a day, 7 days a week, 365 days a year…
For any information… for any query… for any complaint… simply dial 123…
6.1.2
The location of nearest Service Point is available at your fingertips. Please go to the
MESSAGE option of your handset and follow the below instruction using UPPER
CASE:
Type ‘name of the area (first three letters)’ →space→ type ‘name of the district
(first three letters)’ →Send to 8734
For example, if you want to know the address nearest ATP of Hazaribag, Dhaka, your
message will be:
For more information on the AKTEL Touch Point nearest to you and the services
available, please dial 123 (from your AKTEL number) or 01819 400400 (from any
number) and take assistance from a Customer Service Executive
Though AKTEL follows most of the rules and regulations of standard training
programs but still they have some problems with their existing training and
They don’t have action-learning program. As a result employees don’t get scope
to increase their project skill and to know about the problems of another
department.
They don’t concentrate on off the job training. We know, off the job training is
sometimes more important to know about the job.
Review system is not strong enough. As a result it becomes quite difficult to
understand how effective the training was.
Lack of motivation in the training side. AKTEL don’t motivate that much while
employees took training. They took training just like they are doing their regular
jobs.
Less scope of developing for the senior employees. Senior employee specially the
aged employees don’t have sufficient idea about the changing environment of
technology.
In order to solve the problems with the existing training and development system, we
recommend the following suggestion. The ways of implementing those
recommendations is also discussed.
a) From the problem part, we become able to know that AKTEL don’t follow action
learning training and off the job training. We would not recommend to implement
action learning training. But AKTEL should provide off the job training. Because,
# Then the trainer would be selected. They don’t need to hire new trainer for
this, they can provide off the job training with their existing trainer.
# Sufficient training materials should be provided to the employees.
# The progress of the trainee should be checked.
b) They should motivate employee to give more concentration on their training. The
reason is that motivations don’t cost enough money, but it helps to the employees
to learn rapidly. If they are motivated and learn the job then not only they will be
benefited, at the same time they will serve the company with their best effort. In
order to motivate them, AKTEL can provide them various incentives, like-
informing them about the benefit of the training, how it will help them, etc.
7.1.3
AKTEL has skilled personnel so that their operations are performed efficiently
AKTEL claims that they have the highest pay scale among the all-cellular companies
in Bangladesh. So that they get the right person for the right position.
Their corporate culture is so well developed that all the employees in AKTEL have a
friendly environment in their workplace
Weakness
Development process in AKTEL is not so well organized. Every senior employee gets
only 40 hours development program each year, which is not enough for development.
They don’t follow action-learning process that may be very effective to develop the
employees.
Opportunity
Threats
In our country political parties call HARTALs and other activities that hamper the HR
operations of AKTEL
AKTEL always face competition with the other companies’ HR department because
every cellular company always tries to improve their HR operations according to the
necessity.
2. Website
www.shawan.tvheaven.com
www.aktel.com
www.google.com
www.en.wikipedia.org
www.gsmworld.com
www.btrc.gov.bd
www.aktel-users-group.blogspot.com