Djuice the digital sensation by Roushan Zadeed

DJUICE THE DIGITAL SENSATION

Grameen phone in brief: 1. GrameenPhone Limited, the number one and leading mobile phone company in the area of telecommunications in Bangladesh. Of four mobile operators, GP managed to grab 62% of the market share only by providing cost-effective & best service available in the market of mobile telecommunication. GP has made its expansion not only in the urban areas, but also it stretched its network in the rural areas for the economic empowerment of the rural people. Grameen Phone has made a special arrangement with Grameen Telecom, an affiliate of Grameen Bank in providing the cellular services in the rural country 2. Grameen Phone believes Excellency in its service towards its subscribers. It is growing and at the same time being competitive. To keep up this upward trend and leading position absolute dedication to understanding and fulfilling their customer needs with the appropriate mix of standard service, reliability, improved technology and skilled as well as dedicated manpower is necessary. Historical Background 1. November 28, 1996: GrameenPhone was offered a cellular license in Bangladesh by the Ministry of Posts and Telecommunications. 2. March 26, 1997: GrameenPhone launched its service on the Independence Day of Bangladesh. 3. After eight years of operation, GrameenPhone has more than 5 million subscribers as of November 2005.

The Vision, The Mission and The Objective Company Vision

“Ideas that Simplify”

Company Mission The vision will be achieved by • Connecting Bangladesh with ease and care. • Being user-friendly. • Providing value for money.

• •

Providing simple and timely connections. Having a right and understandable process. Objectives of the GrameenPhone

GrameenPhone's basic strategy is the coverage of both urban and rural areas. The Company has devised its strategies so that it earns healthy returns for its shareholders and at the same time, contributes to genuine development of the country. In short, it pursues a dual strategy of good business and good development. Serving the mass market is one of GP's primary goals. By serving the general public as opposed to niche markets, the Company plans to achieve economies of scale and healthy profits. At the same time, service to the general public means connectivity to a wider population and general economic development of the country. 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's network. In addition, GP has positioned itself to capitalize on the declining prices of handsets, making its goal to serve the general public realistic. The Purpose GrameenPhone has a dual purpose: to receive an economic return on its investments and 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’s 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 Grameen Phone’s 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 GrameenPhoneâ&#x20AC;&#x2122;s 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 whole 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. Shareholders of GrameenPhone The shareholders of GrameenPhone contribute their unique, in-depth experience in both telecommunications and development. 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. Telenor Mobile Communications AS Telenor AS is the leading Telecommunications Company of Norway listed in the Oslo and NASDAQ Stock Exchanges. It owns 62% shares of GrameenPhone Ltd. Telenor has played a pioneering role in 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 and Malaysia. It has recently started a mobile phone operation in Pakistan. Telenor uses the expertise it has gained in its home and international markets for the development of emerging mobile user markets in the arena of Bangladesh. Grameen Telecom Grameen Telecom, 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 51,000 villages which are serviced by 1326 bank branches (Decemberâ&#x20AC;&#x2122; â&#x20AC;&#x2DC;04) all over the countryside. At the end of the year, the bank had 3.78 million borrowers, 95 percent of whom were women. Grameen Telecomâ&#x20AC;&#x2122;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. The percentage of share in graphical form is given below:

Share holders of GrameenPhone

38%

Telenor

62%

Grameen Telecom

Organizational Structure The organizaton tree of Grameen Phone is given below:

THE MANAGEMENT TEAM Departments and Divisions Recently management has brought a change in the organizational structure in view of need of time. As of the recent change, line function of the company comprises of the 3 different tasks. These are: • • •

Build & Operate Sell Care

Accordingly 3 main divisions were identified as the line organization part of the company. These are: • Technical Division. • Sales and Marketing Division. • Customer Relation Division. Besides there are: • Finance Division. • Administrative Division. • Corporate Affairs. • Human Resource Division. • Information Technology. As I am serving in CMD, the organization structure of CMD will be given in details only. Total number of Employee: According to Grameen Phone on 4th June, 2005, the number of employees in different departments are: Division

Number of Employees

Technical

419

Marketing & Sales

174

Customer Management

257

Finance

Information Technology

Personnel and Organization

Corporate affairs

Human Resource

DMDs OFFICE

107

MDs OFFICE

Contingent Employee

1300

Total

2612

Customer Management Division Maintaining high quality service is one of the major requirements of large market service oriented companies like Grameen Phone. The organ gram of Customer Management Division:

Customer Management division Bidyut Kumar Basu

Human Capital

Communication

Training & Competence Development

Service Quality

Process Improvement

Technology for Customer Experiance Budget and Follow up

Program Officer

Calling Center

Call Center Post paid

Call Center Pre Paid

Customer Management Center

Credit Collection Management and Banking

Corporate customer

Customer IR Customer Demographic and Service Activation

Figure 1.4: Organogram of Customer Management Division

Customer Care Customer care bridges customers and the company. It works with the objective to meet all kinds of queries from customer and provide optimum solutions. There are 135 personnel working under the supervision of one Additional General Manager and one Deputy General Manager. Network and Network Coverage of Grameen Phone GrameenPhone aims to build a full range of service all over the country. The company has targeted to build extensive network all over the country. For better coverage, GP has taken 1600 Km fiber optic cable network leased from Bangladesh Railway. In April 2004, GP had

750 base stations. In May’05, it had 1750 base stations. Furthermore, considering the subscribers’ need of quality network and extensive coverage. The company is planning to set up another thousand base stations in the current year. Recently GP has doubled its speech quality 900GSM MHz to 1800GSm MHz. Already the company has expanded its network to 61 districts out of 64 districts and 400 upazillas out of 460 upazillas. It’s the only company which covers the most of the land areas with its net work. Approximately 52% land area is covered by GrameenPhone’s network. In over all, GrameenPhone offers the most competitive network facility to its subscribers, and continue improving it. Existing coverage areas are divided into six zones according to the divisional boundary. These are •

Dhaka

•

Sylhet

•

Chittagong

•

Rajshahi

•

Khulna

•

Barisal

District Covered 70 60 Districts

50 40 30 20

2000

2001 Year

10 0

1997

1998

1999

Grameen Phone’s district coverage

2003

2004

Mar' 05

2002

INCLUDEPICTURE "http://www.grameenphone.com/upload/coverage__map_05.jpg" \* MERGEFORMATINET Net Work coverage of GrameenPhone. The zone in which a subscriber is registered with Grameen Phone is that subscriber's Home Zone, and all other zones are Remote Zones. Distribution Channel Distribution channel is the bridge between the company and the consumers. Distribution channel is very important for any company. If there is a gap in the distribution channel, the marketer is unable to reach its products/services to the customers in time. GP decided to distribute its products through its own distribution channel. And the agents would sell the mobiles to the customers. As GPâ&#x20AC;&#x2122;s growth rate is very high, there are many interested people who want to become distributor of Grameen Phone. But GP has some strict policies that are maintained while giving permission to the new sales agents. Moreover, GP has agreements with established distribution channels like Butterfly, Flora, and Rangs; who are also acting as GPâ&#x20AC;&#x2122;s distributors. Currently the number of distributors in the country is over 430.

Points of Sales 1200

1038 1047

POS

1000 800 600 400 200 0

220 12

250

268

354

393

1997 1998 1999 2000 2001 2002 2003 2004 M ar' 05 Ye ar

GrameenPhoneâ&#x20AC;&#x2122;s yearly increase of Point of Sale At the beginning, GP started its sale through only 12 POS (Point of Sales) around the country. Then simultaneously its POS have been increasing with growing demand of mobile service. The total number of Points of Sales in the GP distribution network increased to 391 in December 2003 from 353 in December 2002. Recently, total Number Point of Sales is 1047 as of Marchâ&#x20AC;&#x2122;05. Meanwhile GP has 75 Scratch Card distributors with 14,500 retail outlets throughout the Country.

Industry Analysis Background of the Industry In a highly populated country like Bangladesh, telecommunication can play a vital role to boost the economy and social level of people. The introduction of cellular phones has dramatically changed the lives of businesses and individuals. As there is a growing trend of workers turning from farming to other occupations, the need for mobiles is increasing among the thousands of impoverished villages. The overall efficiency of other business has increased as an aftermath of the government's decision of deregulating the telecommunications sector, which until the late 1980s had been a state monopoly. Privatization of the telecommunications sector began in 1989, when Sheba and BRTA were awarded 25-year licenses to install and operate fixed-wire lines and wireless services in rural areas. The same year, Pacific Telecom Bangladesh got the government's permission to launch the country's first cellular phone and paging service sold under brand name CityCell in collaboration with a Hong Kong-based company. The company targeted only the higher class of the society. During that time price of mobile was above Tk 50,000/=. Naturally, the growth of the industry was too slow. CityCell had a virtual monopoly until 1996, when the government gave licenses to three more companies to operate cell phones in Bangladesh.

So, the government decided to bring more companies in the market and break the monopoly. After careful evaluation the government decided to provide three licenses to GrameenPhone, TM International (Robi), and Sheba Telecom (Banglalink). Only CityCell is using Code Division Multiple Access (CDMA) technology, Robi, GrameenPhone, Banglalink these three companies are using GSM (Global System for Mobile) technology. GSM is the most popular mobile telecommunication technology in the world. About 60% of the cell phone users of the world use GSM technology. These three new companies entered the market, not only helped trim down overdependence on BTTB's fixed-line system, but also made mobile phones cheaper and easier to get. The price of a cell phone came down from $2,000 to as low as $100, depending on the features of the handset and SIM price is only Tk.200-300. A definite development has been observed in the Business Market with comparatively high expectations. Customer maturity and anticipation regarding technology has increased over time. Rumors regarding new entrants have groomed expectations in the market. Consequently, people are expecting cheaper handsets with lowered airtime. Telecom Market Growth At the initial stage of the mobile telecom industry because of high startup cost and high tariff there was only a few numbers of subscribers. In 1997 there were approximately 23,000 mobile subscribers around the country with a low market penetration rate (.02%). At present, the number of mobile users in the country is approximately 5.87 million and among them GPâ&#x20AC;&#x2122;s subscribers are over 3.5 million. Right now, in mobile industry, Bangladesh has four private companies and newly Teletalk a sister concern of BTTB has entered in the market with a target to get 0.25 million subscribers by first 6 months of launch and 1 million by 2006. Teletalk has offered lower rate with PSTN connection all over the country. The total number of districts covered in mobile industry has been increased to 61 in 2004 from 1in 1997. The total telecom growth has increased to 55% in 2004 from 19% in 1998. Initially, mobile growth rate was too high which was 178% in 1998 and now it is come into 67% in 2004. That means this industry is now going to its maturity stage. From the comparison of different operatorsâ&#x20AC;&#x2122; subscriber base, it can be concluded that GP is still leading the way with a sharp distance. Though Citycell is the first mobile operator in Bangladesh, it is not doing its business so good. It is increasing its subscriber from 2000 in 1997 to 370000 in 2004. On the other hand, AkTel is growing its subscribers faster than Citycell which is from 3000 in 1997 to 1000000 in 2004. 1997 Market 0.02% Penetration Districts 1 Covered Mobile Growth

1998

1999

2000

2001

2002

2003

2004

0.05%

0.10%

0.21%

0.53%

0.87%

1.88%

3.13%

178%

96%

121%

149%

65%

116%

67%

rate Telecom Growth Rate

19%

17%

34%

66%

42%

40%

55%

Subscriber Base Grameen Phone Citycell AkTel BanglaLink

18,000

30,000

60,000

191,690

471,371

775,310

1878,000

2424,177

2,000 3,000

19,000 12,000

26,200 28,500

33,500 34,200

100,000 96,000

160,000 150,000

2250000 300,000

370,000 1000,000

3,000

11,000

19,000

27,000

60,000

70,000

100,000

Development of the Telecom Market 1997-2004 The penetration rate of mobile phone industry in Bangladesh is increasing rapidly. The rate was increasing slowly from 1997 to 1999. After that, the rate was increasing faster and now till Marchâ&#x20AC;? 05 the penetration rate is 3.48% and only Grameen Phoneâ&#x20AC;&#x2122;s penetration rate is 2.12%. Fixed network penetration is .72%.

MOBILE OPERATORS SUBSCRIBER BASE (EOY March 05)

Market Share of Mobile Operators

The mobile phone market consists of four operators. Out of which, 61% share of the market belongs to GP, 8% to CityCell, 28% to AkTel, and the rest 3% to Banglalink as of March, 05. GP holding the major share maintains a â&#x20AC;&#x2DC;market leaderâ&#x20AC;&#x2122; strategy to all other players in the market. The telecom market intends to grow at penetration rate of more than 3.48%; where GP has already penetrated at 2.12%. MARKET SHARE OF MOBILE OPERATORS (EOY March 05)

Relative position of mobile phone operators Company

Target Customer

Price & Tariff

Quality

Low

Deteriorating services

Corporate/SME/ Individual

Competitive

High quality service but GSM limited coverage

Corporate/SME/ Individual

Very affordable

Low quality and limited GSM coverage

Competitive

Good network with wider GSM coverage

Corporate/ Individual

Corporate/ SME/ Individual

Technology

Strategy

CDMA

Network expansion & attractive products Increase coverage and market share Increase coverage and Market share To maintain the no. 1 position as a cell phone operator

Target customers are almost same for the four mobile operators. Regarding to price and tariff, AkTel and Grameen Phone are very much competitive. Banglalink’s price and tariff is very affordable and Citycell is able to give low price to its subscribers. In case of service quality and network coverage, GrameenPhone is leading the number one position among them. Only Citycell use CDMA technology and others three use GSM technology. By this, Citycell differentiates its products from the others. Except GP, Other operators’ recent strategy is increase coverage and market share through attractive products. On the other hand, GP’s strategy is to maintain its number one position. Highlights of Competitive Positioning of Mobile Operators  The operators have been engaged in intense competition in terms of start-up cost and tariff. Most of the competitors of GP has adopted and will adopt network expansion strategy.  The mobile phone market consists of four operators, out of which, 61% share (End of March 2005) of the market belongs to GP.  Good relationship with regularity authority is strength of some of the other mobile operators while GP has achieved it to some extent by abiding by laws and showing positive results.

Current Market Scenario The telecom market is experiencing a transition period, at present. Singtel has already come up with CityCell to invest in the mobile telecom market of Bangladesh. Another Egyptian company named as Orascom has bought all the share of BanglaLink and planed to invest a huge amount to capture a market share of 300,000 by the mid of 2005. Flat duty has been introduced for network equipment hardware. GSM product of Bangladesh is now considered to be most economical in the region even though the startup cost has increased to BDT 5000 for mobile phones. The parties involved in mobile and fixed telephony business have taken appropriate measures to improve their products and services accordingly. BTTB has lowered its start up cost in small towns. They have also reduced their NWD and ISD call rates. New areas of North Bengal have come under coverage through other mobile operators. CityCell and AkTel have launched pre-paid service with PSTN access. AkTel and BanglaLink have reduced their monthly access fee. Moreover, Citycell has introduced Super Off-peak rates for efficient use of technical facilities. For reducing the complexity of talk time charge, Banglalink has introduced new charge for all time which is less than 2.50 Tk/minute. Offering free talk time and free SMS is now becoming the hottest promotional tool for being competitive in the market. Besides improved products, services, and better deals, the competitors are also competing with distinct communication strategies. They are also trying to expand their distribution network. CityCell has signed two big distributors, namely Singer and Sony. BANGLADESH TELECOM OUTLOOK 2005

Subscriber forecast for 2005

Factors

Teletalk AkTel 0.25 Million by 3 million by 2005 first 6 months of launch and 1 million by 2006

Investment plans

1st phase $78.5 m (Tk 498.54 cr)

New Operators

Accumulated investment over $300 million by 2006.

Citycell

2.7 million by 2005

$ 150 million to be invested by 2005. And a total of $250 million by 2006the Dubai based mobile service provider â&#x20AC;&#x153;Waridâ&#x20AC;?, is expected to enter Bangladeshi market in 2005. Bay Phone, a private PSTN operator, has announced that it will begin operation from February. The rate of phone connection will be Tk 9000 and prospective subscribers will get phone connections within 48 hours. Other private PSTN operators, who have received license are also expected to launch operations, although no definite dates have yet been announced. Many of these will use WLL technology as well.

Social Commitment of GrameenPhone

Additional $250 Million (by 2005)

BanglaLink

2 million by 2005 Total of 4 million by 2006

Orphanage Project: The orphanage is situated at Vatara Bazar, Baridhara, Dhaka. At present 75 children are residing there. Twenty five staffs are employed for overall look after of the children. The children are aged between 4 and 15 years The orphanage is a project of CDP (Children development program) and is funded by Telenor, the major(51%) share holder of GP. Dhaka Shishu Hospital Project: GrameenPhone has sponsored one of the wards of Dhaka Shishu Hospital (ward #4) with various utility facilities like Pure Drinking Water, providing Bed linen, utensils, mosquito net etc. Preventive & Protective measures against some deadly diseases: Against Dengue: a) Awareness buildup: i) To create awareness against deadly diseases like dengue GP has published articles dealing with the preventive and protective measure of this disease in their monthly newsletter and in form of booklets. ii) GP has also provided in field and in house training to create awareness among people of different classes of society. iii) GP uses its sources in its regional offices in Chittagong, Rajshahi, Khulna And Sylhet to create awareness against this disease in those cities. b) Spraying against Mosquito: With collaboration to Dhaka City Corporation GP has sprayed aerosol for destroying mosquito in areas like Fourth class employees colony of D.C.C in Gulshan1,Gp office premises and in locality of Gulshan circle 1 & 2. c) Cleanliness Program: GP has sponsored Cleanliness programs in its own locality and in slam areas of Gulshan to prevent the breeding of mosquitoes and for healthy environment. Awareness about EPI diseases GrameenPhone has extended its hand of cooperation in generating awareness about EPI diseases by helping UNICEF in arranging various programs in this regard. GP sponsored several programs involving children and parents with UNICEF like seminars, art competitions etc. Awareness about Asthma Collaborated with Asthma Association of Bangladesh GrameenPhone has arranged rallies and seminars to create awareness about prevention & treatment of Asthma.

Awareness about Health & Hygiene: GrameenPhone HSE team has worked extensively to create awareness about personal & community health & hygiene. GP has conducted seminars, rallies, in field and in house training in this regard in its Head office, regional offices and other organizations like EC & Nordic Club. First aid, safety in working place, clean environment etc topics is generally discussed in these awareness programs. Blood Donation Program: One of prominent social contribution of GP is in the field of Voluntary blood donation. Grameen Phone has sponsored and directly participated in various voluntary Blood Donation Programs around the country with voluntary blood donation organizations like Shandhani and Red Crescent Society. Each year GP arranges a yearly HSE (Health, Safety & Environment) week. One of the regular programs of HSE week is blood donation camp in GP Head office & regional offices. Moreover round the year GP helps in arranging voluntary Blood Donation camps and works through seminars and camps to produce awareness between mass people about blood donation. GrameenPhone maintains a database containing the information about blood groups of all the employees. When any employee or his family or friend needs blood, he can contact HSE personnel and get contacted with the persons having the required blood group. Furthermore in February 2003 GrameenPhone has launched the new "Push-Pull" valueadded service. "Push-Pull" service provides access to various information. If a subscriber sends a Text Message (SMS) to a specific number writing a key word in the message, then he/she will get the requested information instantly. For example, if a subscriber writes Blood in his text message and send it to 2000, instantly he/she will get the names and telephone numbers of major Blood Bank services. if a subscriber writes TAXI in his text message and send it to 2000, instantly he/she will get the names and telephone numbers of major Taxicab services. Plantation Program: GrameenPhone has under taken plantation program in its office premises in Dhaka, Chittagong, Rajshahi & Khulna City as a part of their social awareness & responsibility. GP has also planted plants in the road side in areas like Gulshan, Baridhara etc.

GrameenPhone Products The products of Grameen Phone can be characterized as: 1. 2.

Post Paid. Pre-Paid.

Grameen Phone’s post paid products are :  GP-Regular  GP-GP National

 

Any Time 300 Any Time 500

Grameen Phone’s Pre Paid Packages:  Easy Pre-paid  Easy Gold  Djuice POST PAID GP-Regular GP Regular connects to BTTB local, BTTB-NWD (Nationwide Dialing), ISD (International Standard Dialing), all Grameen Phone mobiles, other mobiles and receives calls from the same. Recently all GP Regular phones have been given the mobility facility that enables a GP Regular mobile holder to receive and send calls from anywhere in the country (under GP coverage). This product has ‘Friends & Family’ offer for 3 GP numbers. Tariffs and Charges •

All tariffs are subject to change without assigning any reason

•

15% VAT applicable to all Airtime charges, monthly fees & BTTB charges.

Outgoing Incoming Mobile to Mobile to BTTB Mobile Friends & Monthly Family (24 From OffFee From BTTB Peak Hrs.) Peak Off-Peak 8pm- Mobile 8amPeak 8am-8pm 8pm8am 8pm 8am Tk. 4/min. + Tk. 3/min. + 1st min. free & Tk. Tk. BTTB Local/ BTTB Local/ Tk. 1.5/min. Tk. 350 Free Tk. 2/min. from 4/min. 3/min. NWD/ ISD NWD/ ISD for 3 GP nos. 2nd min. onwards charge charge

•

30 sec pulse in the 1st min

•

15 sec pulse after 1st min

•

During Friday, 24 hours Off-Peak rate applicable

•

For ISD & NWD calls: BTTB's Peak (8am - 10pm) & Off-peak (10pm - 8am) rate will be applicable for BTTB charge.

GP-GP National GP-GP National is another addition of post-paid products of GrameenPhone. This phone can connect all mobiles within the home zone and all GP mobiles throughout GP's coverage area. It has National Roaming facility and a flat rate airtime charge of Tk. 4 (+Tax) per minute for all calls to anywhere within GP's coverage. This product has ‘Friends & Family’ offer for 3 GP numbers.

Monthly Fee

Outgoing GP-GP Peak Off-Peak 8am-11pm 11pm-8am

GP-Others Peak 8am-11pm

Tk. 150

Tk. 4/min.

Tk. 6/min.

• • •

Tk. 3/min.

Friends & Incoming Family Off-Peak (24 Hrs.) 11pm-8am Tk. 1.5/min to 3 Tk. 5/min. Free GP nos.

30 sec pulse in the 1st min 15 sec pulse after 1st min During Friday, 24 hours Off-Peak rate applicable

Any Time 300 Any Time 300 is same as GP National connections which can connect all mobiles within the home zone and all GP mobiles throughout GP's coverage area. The main difference is that Any Time 300 has a bundle fee of TK. 1000/= for which the subscriber will get 300 min talk time free for GP-GP outgoing calls and there is no monthly access fee like TK. 250/= for GP National. It has National Roaming facility and a flat rate airtime charge of Tk. 4 (+Tax) per minute for all calls to anywhere within GP's coverage after the first 300 min. This product has no ‘Friends & Family’ offer. Outgoing Monthly Within 1st 300 mins. Bundle Peak Fee Off-Peak 8am - 11pm 11pm - 8am Tk. 1000 Tk. 0/min. • • •

Tk. 0/min.

After 1st 300 mins. Peak 8am - 11pm

Off-Peak 11pm - 8am

Tk. 4/min.

Tk. 3/min.

Incoming

Free

30 sec pulse in the 1st min 15 sec pulse after 1st min During Friday, 24 hours Off-Peak rate applicable (after 1st free 300 mins.) Any Time 500 Any Time 500 is same as GP Regular connections which connects to BTTB local, BTTBNWD (Nationwide Dialing), ISD (International Standard Dialing), all Grameen Phone mobiles, other mobiles and receives calls from the same. The main difference is that Any Time

450 has a bundle fee of TK. 1300/= for which the subscriber will get 450 min talk time free for GP-GP outgoing call. This product don’t have ‘Friends & Family’ offer. It’s the only package which offer 1 sec pulse from the first minute. Tariff of Any time 500 Outgoing Mobile to Mobile Within 1st 500 After Monthly Monthly mins mins Bundle Fee OffFee Peak Peak Peak 8am8am11 pm11pm 11pm 8am

Tk. 350

Incoming Mobile to BTTB 1st 500

Within 1st 500 mins After 1st 500 mins

From From BTTB OffPeak Off-Peak Peak Off-Peak Mobile Peak 8am11 pm- 8am11pm11pm11pm 8am 11pm 8am 8am Tk. 0/min Tk. 0/min Tk. 4/min Tk. 3/min 1st min. + BTTB + BTTB + BTTB + BTTB free & Tk. Tk. Tk. Tk. Tk. Local/ Local/ Local/ Local/ Free 2/min. from 0/min. 0/min. 4/min. 3/min NWD/ NWD/ NWD/ NWD/ 2nd min. ISD ISD ISD ISD onwards charge charge charge charge

Tk. 1,500

•

1 sec pulse in the 1st min

•

During Friday, 24 hours Off-Peak rate applicable (after 1st free 500 mins.)

PRE PAID EASY Pre-Paid Introduction of Grameen Phone's EASY pre-Paid Service is another development of mobile telephony in Bangladesh. EASY has National Roaming facility and a flat airtime charge of Tk. 6 per minute. There is no incoming charge. This service helps the subscriber to control costs. It frees the subscriber from the hassles of paying bills, security deposits and line rents. But it contains nearly all services available in other GP products. Subscribers can subscribe the service from all GP authorized points of sale. To start with, one has to buy the EASY Starter Kit and a handset. The Starter kit contains a pre-activated SIM card and a Green EASY card. The Starter kit costs Tk. 1,675, the Green EASY card worth of Tk. 300 is provided free. Outgoing Peak 6am-12am 1st & 2nd min. Tk. 6/min. •

My Time My EASY 6am-9am Easy Hour Incoming (24 Hrs.) or 12am - 6am 1pm-4pm 3rd min. onwards Tk. 3/min. Tk. 3/min. Tk. 3/min. Free to 1 GP no. to any GP no. Tk. 4/min.

30 sec pulse in the 1st min/20 sec pulse after 1st min.

EASY GOLD Easy Gold is same as Easy Pre-Paid while it connects to BTTB local, BTTB-NWD (Nationwide Dialing), ISD (International Standard Dialing), all GrameenPhone mobiles, other mobiles and receives calls from the same. Easy Gold has a flat airtime charge of Tk. 6 per minute and 2 incoming from T&T. There are no incoming charges from mobile.

Outgoing

Incoming

Mobile to Mobile

Mobile to BTTB Local/ISD

My EASY (24 Hrs.)

BTTB NWD

My Time 6am9am or 1pm4pm

From From Easy Easy Peak 6am- Hour Hour Easy Hour Mobile BTTB Peak 8am-12am Peak 8am-12am 12am 12am12am12am-6am 6am 6am 1st & 1st & 1st & 3rd min. 3rd min. 3rd min. 2nd 2nd 2nd Tk. onwards onwards onwards Tk. 3/min. Tk. Tk. Tk. min. min. min. 2/min. Tk. 3/min. + Tk. 3/min. 3/min. Free from 1st Tk. Tk. Tk. 3/min. 3/min. to 1 to any Tk. Tk. 4/min. + + BTTB min. Tk. 4 6/min. 6/min. 4/min. + charge (Flat) GP no. GP no. 6 BTTB onwards /min. + BTTB + BTTB BTTB /min. charge charge charge charge • 30 sec pulse in the 1st min • 20 sec pulse after 1st min. (for mobile to mobile)

•

For BTTB outgoing (ISD) the pulse is 30 sec after the 1st minute. For NWD calls pulse is 60 sec. after 1st min. For ISD calls: BTTB's Peak (8am - 10pm) /Off-peak (10pm - 8am) rate will be applicable for BTTB charge.

djuice After Grameen Phone’s eight years successful operation with tremendous business growth and development, the company has come with its sub brand djuice with remarkable advertisement camping. The company launched djuice in last Pohela Boishak (14 th April, 2005). Djuice targeted young generation who craving to communicate and to interact people. Djuice is committed to meet young generation need of communication with lucrative demanding features. While focusing it target group djuice has included comparatively low charged SMS, SMS chat, music and movie top list etc. Djuice claim that it is more than a mobile phone service. Djuice by its entire means tried to grab the target groups’ attention with its creative advertisements, products features and brand image. At present it’s the only mobile operators’ sub brand, which is trying to create its own image inside subscribers mind. With 20 sec pulse throughout djuice offers improved affordability 1. Peak hour tariff (calls to Calls to any mobile during Peak hours only Tk 1.66 /pulse

any

mobile)

2. Off peak hour tariff (calls to Calls to any mobile during Off-Peak hours only Tk 0.66 /pulse.

PEOPLE REMAIN CONNECTED OVER GRAMEEN PHONE

UNPRECEDENTED CUSTOMER CARE

any

mobile)

BUSY EMPLOYEES AT DJUICE WORKSITE

DJUICE SALES CORNER AND SPONSORED CONCERT

Features Tariff & Pulse Tk 0.80/pulse With 20 sec pulse throughout djuice offers improved affordability •

Call any djuice number during Peak hours only @ Tk 0.80/pulse

•

Call any mobile during Peak hours only @ Tk 1.55 /pulse

•

Call any mobile during Off-Peak hours only @ Tk 0.66 /pulse.

Peak hours – 6 am to 12 am, Off-peak hours – 12 am to 6 am SMS only @ Tk.1 •

djuice to djuice or djuice to GP @ Tk 1/SMS

•

Push Pull content- Tk 1.5/SMS

•

Premium Content- Ringtone and Logo @ Tk 10

•

Aktel, CityCell & Banglalink @ Tk 1.5/SMS

Also enjoy first 50 SMS to any djuice or GP number absolutely free. •

All tariffs are subject to change without assigning any reason

•

15% VAT applicable to all charges

Extra Talk Tk.50 Tk. 50

talk

time

free included

with

every

djuice

talktime connection.

Dial 555 from your mobile and disconnect the call after a few seconds to get extra BDT 50 talk time. This extra talk time will remain valid for 15 days. Checking my balance Dial *566# and in reply you will have confirmation of your account balance Extra SMS 1st

SMS

free

If SMS is a lifeline for you, it is now easy on your wallet with the first 50 SMS to any djuice and GP number absolutely free.

With djuice SMS you can continue messaging at a surprisingly affordable rate. BIG SIM

djuice strives to offer you a bigger and better experience. Enhanced Freedom to store up-to 200 friends’ numbers through this feature.

Phonebook:

Create New: You can enter a new name in the phone book. Against each name, you can also store 03 phone numbers. Browse:You can browse through the list in the phone book to find the intended person. Update: You can change any entry in the Phonebook Name: You can change or update the entry name. Mobile Num.: You can save or change the mobile no. Office Num: You can save and change the office phone no. Home Num.: You can save and change the home phone no. Delete: You can delete an entry in the Phone Book Find: You can find any entry in the phone book. For this, you have to enter the intended person’s name and press “OK”. Messages (max 40) With this feature, you can store a maximum no. of 40 messages.

Services

Balance Transfer Any amount between Tk. 50 and Tk. 200 from can be transferred to friend's mobile

•

Regular SMS charge for sender and tk.2 for receiver is applicable for each transfer.

•

Receiver's temporarily deactivated connection can be activated with this transfer.

•

Validity of receiver's account for any transfer will be minimum 3 days. Subscriber with more than 3 day validity will enjoy the higher validity period.

•

Dial *566# to know balance and *577# to know validity for free of charge.

•

All Easy, Easy Gold and djuice subscribers will enjoy this facility.

•

SMS to 1000 for any assistance

Call management services

Call Conferencing

With call conferencing, conversation can be done within nine other people, simultaneously. The participants can be living miles apart, they may have different types of phones, but call conferencing will bring them together. Establishing a conference call: 1. Making a call. 2. While the first call is on the line, dialing second number. 3. After connecting to the second number ,both numbers can be joined together in a conference call. For doing so, 3 has to be and press the send/call button. 4. To add additional numbers the same procedure can be followed. 5. To add incoming callers to an ongoing conference, first the call has to be received and then above mentioned process has to be continued. 6.

Call waiting has to be activated in order to make a conference call.

CALL BARRING Call barring feature gives the option of restricting different types of calls. It can be choose to bar all incoming calls, all outgoing calls, or all international calls. Using this feature, cell phone can be from unwanted usage. The default call barring password is 0000. Call barring can be activated from the handset or short codes: Bar all outgoing calls

* 33 * PWD #

Deactivate barring of all outgoing calls

# 33 * PWD #

Bar all incoming calls

* 35 * PWD #

Deactivate barring of all incoming calls

# 35 * PWD #

Bar all outgoing international calls

* 331 * PWD #

Deactivate barring of all outgoing international calls

# 331 * PWD #

Change barring password

* * 03 * 330 * OPWD * NPWD * RPWD # Send

OPWD = old password NPWD = new password RPWD = Repeat new password For changing the default password 0000 to 5678, the short code will be: * * 03 * 330 * 0000 * 5678 * 5678 # After typing any code, somebody will have to press the Send/Call button of your handset. CALL FORWARDING

Allows to forward incoming calls to any number* when the mobile is off, unreachable or when somebody simply don’t want to be disturbed. Call forwarding to voice mail is also allowed. Call forwarding can be enabled from the handset, or by using following short codes: Forward Case

To Activate

To Deactivate

Forward when Not Reachable

* * 62 * phone number #

# # 62 # send

Forward when phone is Busy

* * 67 * phone number #

# # 67 # send

Forward when there is No Reply * * 61 * phone number #

# # 61 # send

Forward All Calls

# # 21 # send

* * 21 * phone number #

*For checking call forwarding * # Code # status To Cancel All sorts of call # # 002 # forwarding *While checking forwarding status, the word “Code” needs to be substituted with any of the following numbers: •

62 = Forward when not reachable

•

67 = Forward when phone is busy

•

61 = Forward when there is no reply

•

21 = Forward all calls

After typing any code, somebody will have to press the Send/Call button of your handset.

CALL WAITING Somebody can keep maximum three callers on hold while making another call. He/she will hear a special alert if someone’s calling while you’re already on the line with someone else. To terminate a waiting call without disrupting the current call, press *. To terminate the current call and to receive the waiting call automatically, press 1 Send. To put the first call on hold and to receive another call, press 2 Send.

The Send button may vary from handset to handset. Call waiting can be activated from your handset, or you can use the following short codes: To activate call waiting

*43#

To deactivate call waiting

#43#

To check status

*#43#

After typing any code, you will have to press the Send/Call button of your handset. EDGE

GrameenPhone Ltd. is introducing EDGE (Enhanced Data Rates for Global Evolution), an advanced high-speed mobile Internet and data service for the first time in Bangladesh.

EDGE vs. GPRS •

EDGE is the next generation mobile technology

•

It is up to 8 times faster than an ordinary GPRS network

•

Because of its increased network capacity and speed, you can download contents (video clips, pictures) and communicate much faster

Benefits of EDGE •

Allows advanced mobile services such as: downloading of video and music clips; full multi-media messaging (pictures, sounds, video clips, etc.)

•

Browse contents more easily on your mobile phone

•

High-Speed mobile Internet access and e-mail on the move

•

Get access anytime, anywhere with our “always on” connection—get a better surfing experience

What services are being offered now? During our soft launch period we are offering the following services: •

Internet surfing (yahoo, google, etc.) and e-mail

•

Send and receive MMS (pictures, sounds, video clips, text)

•

Download animations, video and audio clips, richer ring tones, color logos

MMS (Multimedia Messaging Service) MMS is a new, exciting way of sending messages. With MMS, GP subscribers can customize their message with a variety of fun stuff like pictures, sounds, audio and video clips (up to 100 kb), animations, and of course, text. They can also exchange photographs. If the handset supports it, they can also send video clips. If a camera phone is not available, don’t worry. We have loads of pictures, animations, and clips that can be downloaded. What EDGE is necessary? A GPRS or EDGE and MMS enabled handset will be needed to send/receive MMS, connect to the internet, and download contents (video and audio clips, colour logos, animations, etc.). Coverage Area The GP EDGE coverage is currently in and around Dhaka and Chittagong cities. However, this service will be offered all over Bangladesh very soon. With the introduction of EDGE, the ICT sector of Bangladesh will step into a new era and the mobile phone will become the ultimate tool to bridge the digital divide, providing people access to the Internet from anywhere within the coverage area of Grameen Phone. In Bangladesh where less than one percent of the population has access to the Internet, GP’s EDGE service will greatly help to increase the access to Internet. Grameen Phone has already brought telephony in the hands of the people and now Internet will also reach the rural population of our country through the EDGE technology. GrameenPhone EDGE GrameenPhone brings you EDGE (Enhanced Data Rates for Global Evolution), an advanced mobile technology which enables high-speed mobile Internet and data services. This is up to 8 Times Faster Than GPRS Benefits of EDGE With EDGE, somebody can . . .

Get Internet access any time, remain connected all the time wherever you are, and have a great Web surfing experience • Surf the Internet with super-fast speed from your handset • Browse contents more easily on your mobile phone • Send and receive e-mails through your mobile phone • Send and receive multimedia (pictures, sounds) messages • Download better quality content: high-quality ring tones, wallpapers, songs, movie clips, videos, animated logos, and themes that let you customize your handset in many ways. • Receive telephone calls even while browsing. Once the call ends, your data transfer will resume automatically. Note: GPRS handset users will also be able to enjoy these services. •

What somebody needs to use EDGE? Somebody needs an EDGE/GPRS and MMS-enabled handset to send and receive MMS, connect to the Internet and download content. Your handset must also be configured to the Grameen Phone EDGE Network What are the EDGE services? Grameen Phone is offering the following services: • Web surfing (yahoo, google, etc.) • Send and receive MMS (pictures, sounds, video clips, text) • Download games, animations, wallpapers, video and audio clips, polyphonic tones, true tones, themes, color logos etc. In addition, you can also use your handset as a dial-up modem. To use your handset as a modem, please visit www.grameenphone.com or www.djuice.com.bd for details. Available Packages Two types of packages are available. Package 1 (P1) is Pay-as-you-go. It is available for both Pre Paid and Post Paid subscribers. There are no monthly fees. There is a charge for browsing/downloading. In the case of content download, charge includes both price of content and charge for downloading. Package 2 (P2) is only for GP Post Paid subscribers. Subscribers only have to pay a fixed monthly fee for unlimited browsing in a month. They will only have to pay for content download when those are downloaded. How to subscribe? Request via SMS To subscribe to Package One (P1), please send SMS to 5000 writing “Edge P1”. You will be notified by an SMS how to configure your handset for GP EDGE service.

Go to Handset Message Option

Type “Edge P1”

Send to “5000”

To subscribe to Package Two (P2)*, please send SMS to 5000 writing “Edge P2”. You will also be notified by an SMS how to configure your handset for GP EDGE service. Go to Handset Message Option

Type “Edge P2”

Send to “5000”

*Note: Package Two is only for post paid subscribers. For SMS-based settings, you will have to send the following message “Service Name” followed by “Full Name of Handset” followed by “Model Number of Handset” to 8080. For example, if you would like to activate WAP Service in Nokia 3220, please send the following SMS to 8080 “WAP Nokia 3220” SMS-based settings for EDGE* WAP Settings:  To obtain WAP settings through SMS, please send following SMS to 8080 – WAP <Handset Name> <Model Number>. Please save the reply SMS with PIN 1234, if required. For example, for Nokia 3220, write “WAP Nokia 3220” • MMS Settings:  To obtain MMS settings, please send following SMS to 8080 – MMS <Handset Name> <Model Number>. Please save the reply SMS with PIN 1234, if required. For example, for Nokia 3220, write “MMS Nokia 3220” • Internet Settings:  To obtain Internet settings, please send following SMS to 8080 – Internet <Handset Name> <Model Number>. Please save the reply SMS with PIN 1234, if required. For example, for Nokia 3220, write “Internet Nokia 3220” The subscribers need to send three separate SMS for each setting, that is, for WAP or MMS or Internet. Some handsets do not support SMS-based settings which need to be configured through manual settings. •

EDGE – how to deactivate To deactivate EDGE service, please send SMS writing “Cancel” to 5000. Go to Handset Message Option

Type “Cancel”

Send to “5000”

User will then receive a reply message saying that “Thank you very much for using EDGE. Your request has been accepted. Your EDGE service will be deactivated in 72 hours. For the purpose normal SMS charge will apply.

For any problems or queries, subscribers user can call GP Call Center at 121 (for Pre Paid) or 122 (for Post Paid) or 707 (for djuice) or 9882990. How to identify handset model number? First, switch off the phone and remove the battery. The handset model is printed on the label inside your phone. Manual Settings The procedures are given below: • WAP Settings Profile/ Settings Name = GP-WAP APN (Access Point Name) = gpwap WAP Gateway (Proxy) IP = 10.128.1.2 WAP Gateway (Proxy) Port = 8080 WAP Homepage = http://wap.gpsurf.net/gp Data Bearer = GPRS • MMS Settings Profile/ Settings Name = GP-MMS APN (Access Point Name) = gpmms Gateway (Proxy) IP = 10.128.1.2 Gateway (Proxy) Port = 8080 Relay Server URL = http://mms.gpsurf.net/servlets/mms Data Bearer = GPRS

Internet Settings Profile/ Settings Name = GP-INTERNET APN (Access Point Name) = gpinternet •

MMS (Multimedia Messaging Service) Now users have a new, exciting way of sharing messages. With MMSuser can customize message with a variety of contents like pictures, audio and video clips (up to 100 KB), animations, music and of course, text. Users also can share pictures of own, friends and family, the places to visit. Send that important flowchart or presentation that your boss needs. How to send an MMS? Sending MMS is easy. The steps (may vary according to handsets) are as follows: 1. Go to "messages" menu 2. Select "multimedia messages" 3. Select "create message" 4. Write your message. Then click "option" 5. Select "insert image", open the images file and select picture 6. Select "insert sound", open sound file and select audio file 7. You can insert more slides if you want 8. After confirmation, select "options" 9. Select "send to number" or

10. You can also send MMS to an e-mail by selecting â&#x20AC;&#x153;send to e-mailâ&#x20AC;? option in your handset. You can send e-mail to yahoo, hotmail, gmail, etc. Note: Total message size has to be within 100 KB.

How to visit Web sites? User needs an EDGE/GPRS enabled phone to browse the Internet. He/she also needs to activate EDGE for access. Once the phone is configured and activated for EDGE, surfing can be started right away. Following is a list of Web sites that can be browsed through handsets. These are WAP sites or mobile sites specially designed for mobile devices. http://wap.gpsurf.net/gp http://mobile.yahoo.com http://mobile.google.com http://mobile.msn.com (for hotmail) http://wap.cricket-online.org http://wap.ft.com http://www.bbc.co.uk http://wap.cricketonly.com http://wap.livescore.com http://wap.hollywood.com http://wap.dhl.com http://mobile.fedex.com How to download content? 1. On the handset, go to "Services" and select 2. The default home page is the GrameenPhone WAP Portal <http://wap.gpsurf.net/gp> 3. Once there, options to download ring tones, wallpapers, animation and much more will be found out. 4. Select the type of content of download and open 5. List of contents will be founded which has to be selected. 6. Find the content information with price. Press "download" 7.User will have the option of saving the content or canceling it Note: Successful operation after download depends on handset compatibility to the downloaded content. What happens if connectivity is lost? Connectivity might be lost when moving out of the EDGE network. Connection will be enabled once re-entering the network. MANUAL SETTINGS FOR EDGE INTERNET

The following settings are for Nokia 6020 handset. Users are required to customize the objects in ITALIC according to their own handset model. 1. Install your Handset as a dial-up modem. 2. Install appropriate software for your handset (PC Suite for Nokia).

3. Enable

handset

for

IR,

Bluetooth

Cable

connectivity

[For Nokia 6020 go to Menu then Settings > Connectivity > Select Infrared] 4. Then connecting the handset with pc using IR, Bluetooth or Cable. A window will appear after connecting Handset with PC. How to download Logo Step 1 Going to the message (SMS) option of your mobile phone. Step 2 Typing the first three characters of your phone such as for Nokia write Nok. Three characters of phone is as follows: Nokia Sony Ericsson Siemens Sagem LG

Nok Son Sie Sag Lgh

Samsung Sendo Alcatel DBtel Motorola

Sam Sen Alc Dbt Mot

Step 3 Writing the number of your desired Logo starting with L (e.g. nok LXXXX) Step 4 Sending the message to the given short code 2700. Step 5 In return SMS receiving the desired Logo. Step 6 Saving the Logo. Be surrounded by music all the time. The latest billboard and MTV Indian charts are just an SMS away. â&#x20AC;˘

Write music eng and send to 2777 to get the latest billboard charts

â&#x20AC;˘

Write music hin and send to 2777 to get the latest hindi top songs

SMS

Users can send and receive SMS (maximum 160 characters per SMS) to any mobile (conditions apply). How to activate SMS The djuice Short Message Service Centre (SMSC) number is +88 017 0000 600 and it is by default stored in SIM card. Tariff The

tariff

Tk1/SMS

all

djuice

and

SMS djuice to djuice or djuice to GP SMS Push Pull content Tk1.5/SMS for all SMS Premium Content Ringtone and Logo Tk.10 - SMS to Aktel, CityCell & Banglalink 1.5/SMS.

numbers.

Tk 1/SMS. push pull. per download.

Users also enjoy first 50 SMS to any djuice or GP number absolutely free. -All tariffs are subject to change -15% VAT applicable to all charges

without

assigning

any

reason

VMS Voice mail service (VMS) works like an answering machine. When user is not available or outside the coverage area or simply busy, the caller can leave a message in your voice mail box, which might be retrieved at convenience time. How to Activate VMS Users require to call djuice Customer Care Hotline number 707 (24 hrs) to activate Voice Mail Service. After activation (min 72 hrs), subscriber may divert the incoming calls to 100 (voice mail box number). To listen or retrieve voice mail, user requires to dial 101 from mobile phone. GrameenPhone Voice SMS How to send a Voice SMS: dialing *017xxxxxxx ( desired number) (only Tk.2.5/Voice SMS)

How to listen a new Voice SMS: dialing *0* (absolutely free) How to listen to a old Voice SMS: dialing *1* (only Tk.1/minute) SMS is applicable for all GP pre-paid and post-paid subscribers SMS chat

djuice chat service allows for sms chat.User require to register name by writing chat "xxxxx" (your preferred name) and send to 2233 through SMS and start chatting.

To initiate Chat write SMS: chat name Example: chat Mark To register name (optional) SMS: chat reg

To display Channel list SMS: chat list

To join a Chat Room/Channel SMS: join #channel Example: join #cricket

To leave a Chat Room/Channel SMS: part #channel

Example: part #cricket To send a public message SMS: send #channel message

all

the

member

Chat

Room

Example: send #cricket hi all

To send a private SMS: send name message

message

specific

person

Example: send mark hi mark

To invite friends (GP User) to a Chat Room SMS: chat invite member Example: chat invite 017 xxxxxxx

To end the Chat SMS: chat off Voice SMS Voice SMS allows to send voice messages for near and dear ones. How to send a Voice SMS: Dialing *017xxxxxxx (your desired number)(the charge is Tk.2.5/Voice SMS) would retrieve the voice message. How to listen a new Voice SMS: Dialing *0* (absolutely free). How to listen a old Voice SMS: Dialing *1* (only Tk.1/minute). Music top chart

Music top chart allows users to be surrounded by music all the time. The latest billboard and MTV Indian charts are just an SMS away. The method is as followsâ&#x20AC;?

•

Writing music eng and sending to 2777 to get the latest billboard charts.

•

Writing music hin and sending to 2777 to get the latest Hindi top songs

Ringtones

How to download Ringtone Step 1 Going to the message (SMS) option of your mobile phone. Step 2 Typing the first three characters of your phone such as for Nokia write Nok. Three characters of mobilephone is as follows: Nokia Sony Ericsson Siemens Sagem LG

Nok Son Sie Sag Lgh

Samsung Sendo Alcatel DBtel Motorola

Sam Sen Alc Dbt Mot

Step 3 Writing the number of desired Ringtone starting with R (e.g. nok RXXXX) Step 4 Sending the message to the given short code (2700, 2355 or 3355) Step 5 In return SMS receiving the desired Ringtone. Step 6 Saving the Ringtone. Ringtone list Ringtones with Ringtones with the short code 3355

the

short

code

2700

Movie chart

•

Writing top 5 eng and sending to 3333 for top 5 English movies.

•

Writing top 5 hin and sending to 3333 for top 5 Hindi movies.

FlexiLOAD Grameen Phone authorized scratch card retail outlets or points of sale displaying the Flexi LOAD sign are serving the purpose of reloading or recharging the accounts.

Choose any amount between Tk.50 to Tk.10,000. By making the payment to the retailer users can instantly reload account from his/her mobile handset. After a successful reload user will receive instant confirmation on mobile handset through SMS.

Dictionary djuice SIM now has a veritable pool of words to choose from. User may get word meanings, synonyms and antonyms on djuice mobile. •

User need to write dic followed by a space and the word (e.g., dic 'word') and SMS to 2233

•

Writing syn 'word' to get the synonym of a word .Likewise, writing ant 'word' will reveal antonym of a word

Beauty tips

Tips for dress up or, dress subtle or beauty tips from the most prominent beauticians are as easier as reading a newspaper. Writing bea and sending to 3333 would reveil the needed information.. Promotions Start pack The price of the Start-up kit is Tk.450 Following four items are available with djuice Start-up kit: •

djuice SIM

•

XTRA Card

•

User Manual

•

PIN/PUK Letter

* Price does not include handset

* Start up price includes SIM price+VAT+Tax

Extended validity offer

Scratch Card •

Reloading the account with a 300 Taka scratch card will result in getting validity for 180 days+7days extra incoming facility after 180 days.

•

Reloading the account with a 600 Taka scratch card will result in getting validity for 365 days+7days extra incoming facility after 365 days

Flexi LOAD •

Reloading of any amount from Tk.300 to Tk.599 will receive 6 months (180days +7 days extra incoming) validity.

•

Reloading of any amount from Tk.600 to Tk10,000 will receive 1 year (365 days +7 days extra incoming) validity.

Note: This special promotion will be valid till further notice.

Xtra

Benifits

XTRA Khatir: Fashion

Dhaka Name

XTRA Khatir

Address

Kay Kraft 7% (Office)1/A,Comissioner Road,Shamoly Adabor, 9131366, Baily Road, Banani, Sobhanbagh,Rifles Square, Anam Rangs Plaza,Plaza A.R, Malibagh,Mirpur.(Branch) The Diesel 12% Sonargaon Road,Hatirpool, 176255233

(Shop & Office)22/B/2(1st Floor),

TexMart 7% (Office) House-64,Road-17,BlockE,Banani, 8810834 Banani,Dhanmondi, Green Road, Uttara.(Branch) Ecstasy 8% (Office) Block-A,Banani, 8859105 Banani,Dhanmondi, Panthopath,Gulshan-2,(Branch) OG 5% Hazipara,Rampura, Bashundhara Rifles Square,Banani,(Branch)

(Office)

Road-23,House-92, Bahundhara City,

26,West Malibagh,Sobhanbagh, City,

9350744,

Seal 5% (Office) Rahima Bhaban,46, Gulshan Road-11, Gulshan North C-A 2nd Floor, Banani Kakoli, Elephantroad(Branch) One Point 5% House-24,Block-D,Banani, 171935121

(Shop

Office)

Adroit 6% (Office) 376,Free Street,Dhanmondi, 171854522, Anam Rangs Plaza, Banani(Branch)

Road-11,

School

Chandra Bindu 5% (Shop & Office) R-13,H-2,Sector-1, Jashimuddin Road,Uttara Model Town, 171341432 Nipun 5% (Office) Rekham Square,2nd Floor, 23/A,Free School Street Panthapath, 9665121, Dhanmondi, Mirpur Road,Lalmatia,Wari,

Bashundhara City(Branch) Golden Mile 10% (Shop & Office) Shop-413415,2/F,Road-12, Metro Shopping Mall,Dhanmondi, 9142822 , Pollwell Market, Bashundhara city(Branch) Scorpion 5% Road, 189435920, ,New Elephant Road Moods

10%

(Shop & Office) 234,New Elephant

(Shop & Office)1/C,

Chittagong Name

XTRA Khatir

Address

Fashionâ&#x20AC;&#x2122;s King 5% (Shop & Singapor Shopping Complex, Agerabad 189613139

Office)142

bangkoks

Dream Land 10% (Shop & Office) 111, Singapure Bangkok Shopping Complex, Agrabad 189627328 Dong 5% Shopping Moll, 171472315

(Shop & Office)159/A VIP Tower

Shoilpik 6% Shopping Moll, 171472315

(Shop & Office)159/A VIP Tower

Look & SEE 10% Bankok Market, Agrabad, 111790130

(Shop & Office) 106, Singapur

Mens Park 5% Bankok Market, Agrabad, 171934591

(Shop

Khaaki New market, 634721

(Shop & Offic) 23, Biponi Bitan,

Office)219

Singapur

Handibazar New market.

(Shop & Office)) 27, Biponi Bitan,

Name

XTRA Khatir

Address

Top In Town

(Shop & Office)Mirboxtola

Shahnaz

(Shop & Office)Mirboxtola

Piccadilly Gallery

(Shop & Office) Zindabazer

Life Style

(Shop & Office) Zindabazer

Upoma

(Shop & Office) Zindabazer

Dkny

(Shop & Office) Zindabazer

Ecstasy

(Shop & Office) Zindabazer

Probarton

(Shop & Office) Baruthkhana

Ongona

(Shop & Office) Naya Sharak

Sylhet

Rajshahi Name

XTRA Khatir

Address

Koyel Collection 171348102

(Shop & Office) New Market

Look Me Market, 811545

(Shop & Office) 102/103, New

M N Tailors & Fabrics Market, 775775

(Shop & Office) 68,73,74, New

Shapla Shoe House

(Shop & Office) Rani Bazar

Nolini Fashion 10% (1st Floor), 171972155

(Shop & Office) 95, New Market

Khulna Name

XTRA Khatir

Address

Shoes n Shoes 7% Dakbangla,172030495

(Shop & Office) 6, Cemetry Road,

Shoe Land Market, 171359757

10%

(Shop & Office) 129, K.D.A. New

New Jony New Market

12%

(Shop & Office) 213-215, K.D.A,

Fashion.com 172023312

(Shop & Office) 10, Khan-A-Sabur Road

XTRA Khatir: Food

Dhaka Name

XTRA Khatir Address

A&W Avenue. 8818580

(Shop & Office) Section # B(2) Gulshan

Dahlias Avenue 8811539

(Shop

Sweet Max Banani 8854060

Yunusco Center, 67/B kamal atatur Avenue

& Office)57/B/4

Ninfas 15% (Shop & 12-14 North Commercial Area,Circle-2, 9880231

Office)

kamal

Land

atatur

Mark, Gulshan

Chittagong Name

XTRA Khatir

Silver Spoon 10% Chamber Tava 7% Khulshe –2

Address (Shope & Office) 99, Agrabad C/A, Sattar 727423, 728102

Sweet Max 5% (Shop & Office) Saber Plaza, Strand Road,Barik Building 815948, 815953 Agrabad. (Shop & Office)57/B/4 kamal atatur Avenue 8811539 Khulna Name

XTRA Khatir

Alife Restaurant & Café Joly Nirala More, 171579420

Address 25%

XTRA Khatir: Music

Dhaka Name

XTRA Khatir

Address

(Shop & Office) Plaza,

Souls 15% (Shop Shop-307,Plaza A.R,Dhanmondi, 189464839 Music World 10% 8615771, Dhanmondi(Branch)

Office),Road-14,

(Shop & Office)New Elephant Road

Western Craze 5% (Shop & Office)Shop-321, Rifls Square, Dhanmondi, 8621255, Bashundhara City(Branch) Trade Valley 10% 72/1,D.I.T Road, Malibagh, 9359291

Shop

Office,

Chittagong Name

XTRA Khatir

Address

Star Dust 10% Road , CDA Avenue, 619090

(Shop & Office)564, O.R. Nozam

Video Collection 10% Road,. Chittagong 615259

(Shop & Office) 564, O.R. Nizam

Software zone 10% (Shop & Office) Shop # 420, Singapore Bangkok Market (3rd Floor), Agrabad. 720330 Taal mall 635357

10%

(Shop & Office)178, Vip Tower Shopping

XTRA Khatir: Sports

Dhaka Name

XTRA Khatir

Address

Reebok 5% 8623095, Gulshan-2(Branch)

(Office) 17 North Gulshan, PBL Tower, Elephant Road,

Thunderbolt

(Shop & Office) Rifles Square

DBC 5% (Shop South Avenue,Gulshan-1, 9890587

Office)

Sports world 5% (Shop & DCC Market,Gulshan-2, 988263, Gulshan-1(Branch) BBC 7% (Shop Road-11A,Dhanmondi, 9133600

Office)

Sports Time 5% (Shop DCC Market,Gulshan-2, 9887977

Shop

Dhaka Top Billiard 5% Dhaka Cantonment

Office)

(Shop

House-99,

Office)G-20,

Checkers Pool Club 10% Road-13,Sector-4,Uttara, 8921324

Ratanâ&#x20AC;&#x2122;s Health Club 10% th Tower(6 Floor),45 Gulshan-1, 8828854

G-11,

Office)

Body & Sports 5% (Shop & Kamal Ataturk Avenue,Banani, 8860402 Panthapath(Branch)

(Shop

Office)

Office)57/B,

House-2/A,

Kachukhett,

Office)

Chittagong Name

XTRA Khatir

Address

Reebok

10%

620817, 0171721500

Navana

Woodland 10% Line, O.R. Nizasm Road

(Shop & Office) Dampara police

XTRA Khatir: Others Dhaka Name

Discount

Hairobics 10% Hossain Plaza, Dhanmondi, 9142082

Address (Shop & Office) Road-28(1st floor),

Familly Needs 10% (Shop & Office) Plot-7,Road-15, Sector-3,Rabindra Sarani,Uttara, 8924458

Words n Page 5% Gulshan avenue, Gulshan-2, 9890832

(Shop

Of24458

fice)125,

Manâ&#x20AC;&#x2122;s Planet 5% (Shop & Office) 4 Kamal Ataurk Avenue, 35-37, B.U.A.E Maitry Market, Banani, 9882536, Uttara(Branch) Japan Bangladesh friendship Hospital House-27, Road-114, Gulshan-2, 8828855 Partners XTRA benefits at Pizza Hut

Free Pepsi

10-15%

(Office & Shop)

Purchase any Personal Pan Pizza and show your XTRA card, you will instantly receive a free* Pepsi. Pepsi Unlimited Enjoy unlimited* refill of Pepsi purchasing pizza worth of Tk. 300 (excluding VAT).

Special gifts You will get 1(one) djuice pen and 1 (one) djuice key ring if you make a purchase between Tk. 500 (five hundred) to Tk. 999 (nine hundred ninety nine). You will get 1(one) djuice T-shirt if you make a make a purchase between Tk. 1000 (one thousand) to Tk. 1499 (one thousand four hundred and ninety nine) from the dine-in menu of Pizza Hut. You will get 1(one) djuice T-shirt and 1(one) djuice cap if you make a make a purchase of Tk. 1500 (one thousand and five hundred) or more from the dine-in menu of Pizza Hut. * This offer would be applicable for dine-in only G-Series

djuice has signed an agreement with G-Series that combines the leading audio production company with a brand that will represent a new lifestyle for youth in Bangladesh. G-series â&#x20AC;&#x201C; the top audio producer of Bangladesh has been promoting underground music bands which are highly popular amongst the youth. Together djuice and G-series aims to bring more entertainment and more music to the youth of Bangladesh. Patronization Awaaj pathao D rock star: The D rockstars program is being shown on Channel i starting from 09 December every week on Friday & Tuesday @ 9:30 pm.

The final 10 had been chosen on a combination of SMS votes of the public and Ayub Bacchuâ&#x20AC;&#x2122;s judgment. Finally one will be selected as the D rock star. The top 10 finalists will not only record an album with Ayub Bacchu, they will also perform shows all over the country with him.

Dfoorti

D frooti is a television magazine program for young generation aired by Channel I on every Thursday at 8.25 pm. Beside People djuice unites for a cause

djuice extends hand to the deprived people. djuice has donated money to Ahsania mission and Grameen Shikha from ticket sales of youth lifestyle fair. Ahsania Mission and Grameen Shikha are working for the deprived population offering them education and healthcare. djuice, the popular youth brand has united for a noble cause to reach

out for the people who deserves help. Grameen Phone is strongly committed to the societyâ&#x20AC;&#x2122;s welfare. Aiding Ahsania Mission and Grameen Shikha is another mark of this continuous effort.

Customer Service

For best after sales service djuice has got its own hotline with the dialing number 707. djuicâ&#x20AC;&#x2122;s customer managers remain in providing after sales service 24 hours a day, 7 days a week.

DJUICE’S PROMOTION AND ADVERTISEMENT

CUSTOMER CARE COMES FIRST RESEARCH The Actual services receiving scenario:

From the company subscriber’s service receiving archive I found, how many subscribers are actually receiving services provided by djuice. In the following section I have represented how many subscribers are receiving what services. Wireless Application Protocol (WAP) Though all djuice subscribers can use WAP, only a few percent are used to and habituated in it. In fact it is a very small segment of total djuice subscribers.

Total djuice subscribers 1 million+

Total WAP

Still there is potentiality to increase the number of total WAP users. For this GP has to take effective awareness building activities. Some Secondary survey of subscribers Service awareness status: Value Added Services campaign: In the value added service campaign the telemarketing team asked 743 subscribers (in November 2005), 3222 subscribers (in December 2005), whether they know about the value added service. From the campaign it is found that in both month and in combine 60% is aware and 40% is not aware about value added services (VAS).

Aware Not Aware Total

April 1918 1304 3222

60% 40%

March 743 504 1247

60% 40%

Total 2661 1808 4469

60% 40%

Primary data analysis A comprehensive questionnaire has been developed in order to determine some of the demographic characteristics of the djuice subscribers and the existing subscribers’ service awareness status. The whole questionnaire has been divided in three parts. The first part was asked to know about the basic information about the subscribers’ product type, using duration and usages amount. The second part contained classification information consist of different types of services asking subscribers whether they are aware about it or not, use it or not and how they knew about it. This part also includes subscribers’ service learning medias, their preference and recommendation of learning services. Moreover, one open ended question was asked to get subscribers response regarding their preference of learning djuice services. In this part of questionnaire the djuice services are divided into Value Added Service, After sales service, Special

features, Free supplementary GSM service, Push Pull services. The last part of the questionnaire consist of identification information includes demographic question like age, sex, income, education and occupation. From this I can find whether there is any relation between demographic profile and service awareness status. The main focus of this questionnaire is to find: • Subscribers are aware about which djuice services. • Subscribers’ are using which services. • The most effective medias to build service awareness. • Subscribers’ feedback of preferred medias and possible ways to aware them and increase service usages. Sample I have conducted my research through telephone questionnaire. For this survey, I have randomly picked 55 samples from djuice’s subscription archive. As my research is to find djuice’s service awareness status, the whole GP subscribers are my research population. For more accurate outcome, it is appropriate to pick sample randomly from the whole GP subscribers. Therefore to meet this purpose, telephone survey is the most convenient way. The perspective scale of the research The main focus of this research is to find GP subscribers services awareness status. To measure awareness status I have prepared a perspective scale. And bases on this I have formulated my research hypothesis. The perspective scale is divided into five equal parts. In the perspective scale if more than 80% subscribers are aware about djuice service then I will assume that djuice subscribers’ service awareness status is very high. If subscribers’ awareness status ranges from more than 60% to less than or equal to 80% then the interpretation will be, subscribers’ awareness is only high and so on.

Perspective Scale of Awareness status 20%≤ Very Low

>20% to ≤ 40% Low

>40% to ≤ 60%

Moderate Respondents’ awareness

>60% to ≤ 80% High

≥80% Very High

Test Hypothesis From the above perspective scale the formulated test hypothesis is djuice subscribers have very high services awareness status, which means more than to 80% subscribers know about djuice services. Hence, Null Hypothesis: Less than or equal to 80% djuice subscribers are aware about djuice services. Alternative Hypothesis: More than 80% djuice subscribers are aware about djuice services. Data representation and Analysis: The whole data analysis is done based on the normal distribution which is the basic criteria of data analysis and interpretation.

General information: Product name awareness In the first question I have asked respondents whether they know which product they are using. 60% of the respondent correctly said which product they are using and the left 40% did not know what their product name was. Respondents answer

Don’t know

60% 40% %

knows

Respondents different opinions Interpretation: From the perspective scale, it can be said that subscribers product name awareness is high. This finding is statistically valid as the chi-square test p value .005 less than the significance level .05. (Reference: Appendix Table1.2) Subscribers recharging amount: Subscribers’ average monthly mobile recharging amount is asked to find the financial ability of respondents. The pie chart shows, there is no concentration of the subscribers charging amounts. Most respondents charges on average Tk. 1100 above. The mean average of the subscribers recharging amount is Tk. 601-900. Subscribers Average Recharging amount

20%

29%

Tk. 50-300 Tk. 301-600 Tk. 601-900

25%

15%

Tk. 901-1100 above Tk. 1100

11%

Subscribers average monthly recharging amount Subscribers Product Using Duration Most of the respondents are using their product for last one to six months; they are the recent users of djuice product. Last couples of months prolonged growth may be the reason of it. Djuice’s most of the services came during last year.

Product using duration 25 20 15

10 5

< one month

2-3 month

4-5 month

> 5 month

Time

Subscribers product using duration Reason behind using djuice mobile service In the general information part of the questionnaire the reason(s) for buying djuice service is asked to identify the key factors for which subscribers choose djuice. From this check list question’s cumulative frequency it is found that majority of the respondents preferred djuice because of xtra and other features and services along with quality services. Low call charge

Xtra and other features/services Customer Care

12%

24% 25% 10%

19%

Iserving the youth need Qulity service Brand Image Other

Subscribers reasons behind using GrameenPhone mobile service Classification information: In this part of the questionnaire I have asked each service in the following format: “Please tell me which of the following service you know about and you use it. If you are aware please tick only column 1 and avoid ticking column 2, 3, & 4. (Please put tick √ only where applicable)” Name of service

the Doesn’t Aware Aware aware (2) and (1) Use (3)

Learning media(s) (4) Newspape Magazine TV r

Bill board

Radio

SMS From column 1, 2 and 3 subscribers’ awareness status is found and from the fourth column gives the effective Medias from where subscribers noticed services. Value Added Services awareness

Djuice provides many value added services; among these I have selected some of the important services which can make subscribers life easy, time convenient and cost effective. The included Value Added Services are SMS, VAS, Ring tone down load, Logo, Down load. In the questionnaire I have asked whether respondents aware or unaware about VAS services and use those services or not. SMS awareness: From the descriptive statistics frequency distribution table 1.6 in appendix, it is found that 73% aware and use SMS service and 9% only aware about SMS and 18% does not aware about the SMS service. SMS awareness 18% 9% 73%

dosn't aware aware aware & use

Subscribers’ awareness about SMS Interpretation: It means SMS is a very popular value added service and most GP subscribers use this service. In Combine 73%+9%= 82% subscribers are aware about GP services. Hence, from this pie chart and perspective scale it can be interpreted that GP subscriber SMS awareness is very high. Now below the Z-test will give the statistical prove of the following hypothesis. Null Hypothesis: Less than or equal to 80% GP subscribers aware about SMS service. H 0: μ0 ≤ .80 Alternative Hypothesis: More than 80% GP subscribers aware about SMS service. H 1: μ1 >.80 Now this hypothesis is tested by Z-test. Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So null hypothesis accepted, and alternative hypothesis is rejected. So it is proved that SMS service awareness status is not very high which is less than 80% falls in the only high range of the perspective scale. Hence SMS awareness is only high. Reporting: The null hypothesis is rejected, p = .3710 > .05 the significance level or TS CAL .3710 < TSCR 1.645. SMS Learning Media: In the questionnaire learning medias was asked as a check list question. The respondent put tick mark as many as applicable. From the respondents cumulative count of check listed response it is found that most of the customer learn about SMS from newspaper. The second popular way to learn about SMS is billboard and the third is TV and fourth is magazine. Many respondents said they learn SMS from friends, relative and neighbors goes to other option accounts 23% of the total response.

SMS learning Media

Newspaper

23%

Megazine 36%

TV Billboard

18%

Other 12%

11%

SMS learning media Whether this finding is statistically valid or not will be proved by Chi Square test. Null Hypothesis: Newspaper is not the most popular way to aware subscribers GP services. Alternative Hypothesis: Newspaper is the most popular way to aware subscribers GP services. Statistical Interpretation: The P-value is higher than significance level .05. So this is not a statistically significant finding. So null hypothesis is not rejected, and alternative hypothesis is rejected. So it is proved that newspaper is not the most popular media to aware subscribers GP services. Reporting: The null hypothesis is not rejected, p = .001 >.05 the significance level. Magazine, TV and Billboardâ&#x20AC;&#x2122;s test statistics prove that respondentsâ&#x20AC;&#x2122; preference is statistically valid. Only the other option is not statistically valid. Test Statistics for Media Newspape r Magazine TV Billboard Other Chi11.756 13.889 11.756 2.689 .022 Square(a) df 1 1 1 1 1 Asymp. .001 .000 .001 .101 .881 Sig.

Voice Mail Service Awareness: Most of the respondents i.e. 55% are not aware about the voice mail service. 40% subscribers only know about the service and left 5% subscribers are aware and use this service. VMS awareness 5% 40% doesn't aware aware 55%

use & aware

Awareness about VMS Interpretation More than 55%are not aware about VMS, and those i.e. 40% who are aware of the about VMS, but not using VMS and only 5% of the respondents are using VMS. So from the perspective scale I can say that VAS awareness is moderate. Now below the Z-test will give the statistical prove of the following hypothesis? Null Hypothesis: Less than equal to 40% to GP subscribers aware about VMS service. μ0 ≤ .40

H0 :

Alternative Hypothesis: More than 40% GP subscribers are not aware about VMS service. H1: μ1 >. 40 Now this hypothesis is tested by Z-test. Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So alternative hypothesis is rejected and null hypothesis accepted that is less than equal to 40% know about VMS. So it is proved that VMS awareness status is low. Reporting: The null hypothesis is accepted, p = .2266 > .05 the significance level or TS CAL . 7564 < TSCR 1.645. VMS Learning Media: 38% respondents knew VMS from the newspaper advertisements, 18% knew VMS from billboard, 16% from TV, 12% from magazine. Again here I found newspaper is the most effective learning media. Now below the Chi square test will give the statistical prove of the following hypothesis. VAS awareness Media

16% 38% 18%

16%

Newspaper Megazine TV Billboard Other

12%

VMS learning media

Null Hypothesis: Newspaper is not the most popular way to aware subscribers GP services. Alternative Hypothesis: Newspaper is the most popular way to aware subscribers GP services. Statistical Interpretation: The P-value is less than significance level .05. So null hypothesis is rejected, and alternative hypothesis is accepted. So it is proved that newspaper is the most popular media to aware subscribers GP services. Reporting: The null hypothesis is accepted, p = .009 < .05 the significance level.

In the same way, respondents learning media’s effectiveness is statistically valid for Magazine as it is found that the p-value is less than the significance level. But the media effectiveness for TV, Billboard and other option is not statistically valid as these variables’ respective p value is greater than the significance level .05. Test Statistics for VMS learning media Newspape r Magazine Chi6.760 6.760 Square(a) Df 1 1 Asymp. .009 .009 Sig.

Billboard Other

3.240

1.960

3.240

.072

.162

.072

Ring town download awareness: The pie chart below represents that most of the respondents’ (64%+18%=82%) are aware about the ring tone download service. Among them 18% down load ring tone and the left 18% do not aware about ring tone down load service. Ring Tone download awareness 18%

18%

64%

not aware aware aware & use

Awareness about ring tone download awareness It interprets that ring town awareness is very high (from the perspective scale.) now the ztest below will give the statistical prove of it. Null Hypothesis: Less than or equal to 80% GP subscribers aware about Ring tone download. H0: μ0 ≤ .80 Alternative Hypothesis: More than to 80% GP subscribers aware about Ring tone download. H1: μ1 >.80 Now this hypothesis is tested by Z-test. Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So this is not a statistically significant finding. So alternative hypothesis is rejected and null hypothesis accepted i.e. less than equal to 80% subscribers are aware of Ring Tone download which goes to high awareness of the perspective scale. So it is proved that Ring tone down load awareness status is high. Reporting: The null hypothesis is rejected, p = .3710 > .05 the significance level or TS CAL .3710 < TSCR 1.645.

Ring tone download Learning Media: From the pie chat below it is found, newspaper is the media from where most of the respondents have learnt about Ring tone download. So, it can be said that newspaper is the most popular and effective media. The chi-square test below will give the statistical prove of it. Ring tone down load awareness Media 20% Newspaper 7%

Megazine TV

49%

Billboard

11%

Other

13%

Ring tone down load learning media Null Hypothesis: Newspaper is not the most popular way to aware subscribers GP services. Alternative Hypothesis: Newspaper is the most popular way to aware subscribers GP services. Statistical Interpretation: The P-value is lower than significance level .05. So null hypothesis is rejected, and alternative hypothesis is accepted. So it is proved that newspaper is the most popular media to aware subscribers Ring tone down load services. Reporting: The null hypothesis is not rejected, p = .000< .05 the significance level. In the same way the descriptive findings for Magazine, TV and billboard is statistically valid as these variables respective p-value is less than the significance level shown in the following table. Test Statistics for Ring tone down load media Newspape r Magazine Chi23.170 13.298 Square(a) Df 1 1 Asymp. .000 .000 Sig.

Billboard Other

17.894

26.064

4.787

.000

.029

Logo download awareness: A lion portion of the respondent i.e. 62% does not familiar with logo down load service. Still 31% of the subscribers who know about logo down load are not using it. And very small portion i.e. 7% respondents are using this service. It interprets logo down is has low awareness. Logo download awareness 7% 31%

doesn't

62%

aware aware & use

Awareness about Logo down load Now the following hypothesis will be tested by z-test to find its statistical validity. Null Hypothesis: Less than equal to .20% GP subscribers aware about Logo download. H 0: μ0 ≤ .20 Alternative Hypothesis: More than 20% GP subscribers aware about Logo download. H 1: μ1 >.20 Now this hypothesis is tested by Z-test. Statistical interpretation: From the Z test it is found the P-value is less than significance level .05. So this is a statistically significant finding. So null hypothesis rejected, and alternative hypothesis is accepted. So it is proved that Logo down load awareness status is low. Reporting: The null hypothesis is rejected, p = .000 < .05 the significance level. The Overall VAS awareness Status: Name of VAS

Awareness Status

SMS

High

Voice mail service

Low

Ring tone download

High

Logo download

Low

Table 13.4: Overall VAS awareness status

The table above draws conclusion that, Value Added service awareness among the GP subscribers is neither very high nor very low. SMS and Ring lone download awareness is high and VMS and logo down load is low. After Sales services awareness In the After sale service part of the questionnaire I have mentioned some important services which both pre-paid and post-paid subscribers should know. These after sale services are migration, Reconnection, and Transfer of Ownership. Awareness of Product Migration: A major portion of the subscribers do not know about the migration service. In combine only 22% subscribers are aware of Migration service. Hence, from the perspective scale, it interprets subscriber’s product migration service awareness is low.

Migrartion Awareness

11%

78% not aware aware aware & use

Awareness about Product migration The Z- test below shows the statistical validity of the following hypothesis. Null Hypothesis: Less than or equal to .20% GP subscribers aware about product migration. H0: μ0 ≤ .20 Alternative Hypothesis: Less than .20% GP subscribers aware about product migration. H 1: μ >. 20 Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So alternative hypothesis is rejected and null hypothesis accepted, i.e. less than equal to 20% GP subscribers aware of product migration. So it is proved that product migration service awareness status is very low. Reporting: The null hypothesis is rejected, p = .3557 > .05 the significance level or TS CAL .3710 < TSCR 1.645. Awareness of Reconnection: More than 60% of the subscribers know about reconnection of the disconnected line. It interprets reconnection service awareness is high. The Z-test will show the statistical validity of the statement. Reconnection Awareness 36% 6%

58%

not aware aware aware & use

Awareness about Reconnection The Z- test below shows the statistical validity of the following hypothesis. Null Hypothesis: Less than or equal to 60% GP subscribers aware about reconnection. H0: μ ≤ .60 Alternative Hypothesis: More than 60% GP subscribers aware about reconnection. H1: μ >.60 Now this hypothesis is tested by Z-test.

Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So alternative hypothesis rejected, and null hypothesis is accepted i.e. less than equal to 60% subscribers are aware of reconnection which goes to low awareness range of the perspective scale. So it is proved that reconnection service awareness status is low. Reporting: The null hypothesis is accepted, p = .2578 > .05 the significance level or TS CAL . 6055 < TSCR 1.645. Awareness of Transfer of ownership: 83% of the subscribers do not know, mobile subscription can be transferred and only 17% are aware about transfer of ownership. From the perspective scale it implies this service awareness is very low. Transfer of Ownership awareness 2% 15%

83%

Not aware aware aware & use

Awareness about ownership transfer Now the statistics below will give the validity of the following hypothesis. Null Hypothesis: Less than equal to 20% GP subscribers aware about transfer of ownership.H0: μ0 ≤.20 Alternative Hypothesis: More than 20% GP subscribers aware about transfer of ownership. H1: μ1 >.20 Statistical interpretation: From the Z test it is found the TS CAL -.5566 <TSCR 1.645 hence, alternative hypothesis rejected, and null hypothesis is accepted. So it is proved that transfer of ownership awareness status is very low. Reporting: The null hypothesis is accepted as TSCAL -.5566 < TSCR 1.645. The Overall after sale service awareness Status: Name of After sale service Awareness Status Product Migration Very Low Reconnection Low Transfer of ownership Very low Overall after sales service awareness The table draws conclusion that subscribers after sale service awareness is very low. Special Service awareness

WAP awareness: WAP is an advance application of internet usages through a mobile phone. It requires high education level. From the WAP awareness data analysis it is found majority of the responds did not know about WAP. Only 20% of the respondents know about WAP from which only one respondent is using WAP. Hence, it interprets, WAP awareness is low. Now the test statistics below will interpret the statistical validity of this finding. WAP awareness 2% 20% not aware aware aware and use 78%

Awareness about WAP Null Hypothesis: Less than or equal to .20% GP subscribers aware about WAP. H0: μ0 ≤ .20 Alternative Hypothesis: Less than .20% GP subscribers aware about WAP. H1: μ >. 20 Now this hypothesis is tested by Z-test. Statistical interpretation: From the Z test it is found the P-value is greater than significance level .05. So alternative hypothesis is rejected and null hypothesis accepted, i.e. less than equal to 20% GP subscribers aware of WAP. So it is proved that WAP awareness status is very low. Reporting: The null hypothesis is rejected, p = .3557 > .05 the significance level or TS CAL .3710 < TSCR 1.645. WAP provides subscribers to surf internet, send e-mail etc. Hence the application of WAP depends on education level of the subscribers. Hence, from the Cross table of Education level and WAP awareness status it is found that no respondent of below higher secondary level education know about WAP and the respondents who are aware about WAP, all are Under Graduate or Graduate or Post graduate. The only respondent who is using WAP is a post graduate service holder. It interprets; there is a relationship between the WAP awareness and Education. WAP * Education Cross tabulation Education Below Higher secondary WAP doesn't aware 30 aware 0 aware and use 0 Total 30

Total Under Graduate 9 2 0 11

Graduat e 5 7 0 12

Post Graduate 0 1 1 2

44 10 1 55

In the special services part of the questionnaire there were some features which facilities subscribers to call GP numbers at a lower charge. Now the next part of the analysis will show the awareness status of these low tariff services. U & I awareness: From the frequency distribution table 1.15 in the appendix, it is found 38 respondents were aware of U & I and 5 respondents were using U & I special service which shows in combine 78% respondents were aware of U & I special service. This finding interprets U & I awareness is high (from the perspective scale.) U&I awareness

22%

69%

not aware awar aware and e use

Awareness about U & I Null Hypothesis: The proportion of subscribers U & I awareness is less than equal to .80. H 0: μ ≤ .60 Alternative Hypothesis: The proportion of subscribers U & I awareness is greater than .80. H1: μ >.60 Statistical interpretation: From the Z test it is found, the P-value is less than significance level .05. So this is a statistically significant finding. So null hypothesis rejected, and alternative hypothesis is accepted. So it is proved that U & I awareness is high. Reporting: The null hypothesis is rejected, p = .003 < .05 the significance level (for one tailed test) or the TSCAL 2.723 > TSCR 1.645. The Overall Special service awareness Status: Name of Special Service

Awareness Status

WAP

Very Low Knowledge based

U&I

High Low Charged

Service

Overall Special service awareness The table draws conclusion that subscribers expensive international roaming service and knowledge base service WAP awareness is low, but low tariff F&F, My time, My Easy hours, My Choice, U & I special service awareness is high.

Push Pull service awareness: Push pull is a one kind of Value added service. In the research questionnaire I have put push pull service in a separate part so that respondents can understand it quickly. Djuice has offered many push pull services, among them I have selected some important push pull services those have frequent advertisement in newspaper, magazine, billboard and TV. The data analysis, representation and findings of the push pull service awareness status of djuice subscribers is explained in the following part. Daily News Updates awareness: From the frequency distribution and pie chart below, it is found that 68% respondents do not know about daily news paper updates service. 4 respondents has been using this service which representing 7% in the graph and the 25% respondents are aware of daily news updated service but not using it. In combine (7%+25%) 32% respondents are aware of this service draws the conclusion that Daily News updates awareness is low. It falls in 20% to 40% range of the perspective scale. Daily News updates awareness 7% 25%

not aware aware aware and use

68%

Awareness about Daily News Updates Now Z-test will show the statistical validity the following hypothesis. Null Hypothesis: The proportion of subscribers daily news updates awareness is less than equal to .20. H0: Îź1 â&#x2030;¤ .20 Alternative Hypothesis: The proportion of subscribers daily news updates awareness is greater than .20. H1: Îź2 >.20 Statistical interpretation: From the Z test it is found, the P-value is less than significance level .05. So this is a statistically significant finding. So null hypothesis rejected, and alternative hypothesis is accepted. So it is proved that daily news updates awareness is low. Reporting: The null hypothesis is rejected, p = .0212< .05 the significance level (for one tailed test) or the TSCAL 2.23 > TSCR 1.645. Sports Updates awareness: From the frequency distribution and pie chart below, it is found that 87% respondents do not know about daily news paper updates service. 6 respondents know about sports updates service but do not use it. Only 1 respondent is aware of this service. In combine (10%+2%) 12% respondents are aware of sports updates push pull service. Less than 20% means sports updates awareness is very low. Now by the help Z-test I can find the statistical validity of the following hypothesis.

Sports Updates awareness 15%

83%

doesn't aware aware aware and use

Awareness about Sports Updates Null Hypothesis: The proportion of subscribers’ sports updates awareness is less than equal to .20. H0: μ1 >.20 Alternative Hypothesis: The proportion of subscribers’ sports updates awareness is greater than .20. H1: μ2 ≤.20 Statistical interpretation: From the Z test it is found the TS CAL -.5566 >TSCR -1.645 hence, alternative hypothesis rejected, and null hypothesis is accepted. So it is proved that sports updates awareness status is very low. Reporting: The null hypothesis is accepted as TSCAL -.5566 > TSCR -1.645. The Overall push-pull service awareness Status: Name of push pull service Awareness Status Daily news updates Low Sports updates Very Low Over all Push pull service awareness The table draws the conclusion that Push pull service awareness is low. Analysis of media ranking preference: In question number 9 it is asked to rank the selective Medias from where they want know about GP services. From the mean ranking of Medias it is found that 73.8% respondents prefer newspaper as their most preferred media to learn about GP service. Second preference goes to TV, third is billboard and fourth preference is magazine. Media TV Newspaper Magazine Billboard

Rank 1 (%) 26.2 73.8 2.4 9.5

Media ranking Form the mean ranking of 4 related samples it is found, newspaper has the highest ranking. It means GP subscribers prefer promotions in newspaper most. Now from Freidman Test we can test the different Medias rating.

Mean ranks of different Medias MEDIA RANKING TV Newspaper Magazine Billboard

Mean Rank 2.45 1.45 3.24 2.86

Analysis of the open-ended question: There was only one open ended question in which respondents was asked to recommend how they prefer to know about djuice services. Here, most of the respondents said newspaper is the most preferred media. Some of the respondents from Sylhet division suggested publishing service in local Sylhet newspaper. Hence, local newspaper is a good marketing tool to aware subscribers about GP service. Some of them recommended publishing brochures and service using manual in English and Bangla and sending it to subscribers by currier service. It is an expensive service. It may be less costly for post paid Subscribers if using manual is sent with monthly bill envelop. Some recommended to send service learning SMS. Subscribers’ preference to increase service awareness: In question number 10 respondents were asked to rank some possible recommendation to increase subscribers’ service awareness level. Out of 55 respondents 29 has ranked decreasing service charge as number one which account for 53% of the total respondents. Respondents second preference goes to sending service aware SMS and Service usages and benefits detail advertisements where equally 8 respondents ranked 1. Some of the respondents ranked service campaign as number 1. Decreasing service charge

Sending SMS to subscribers

Giving Service aware calls

Service usages practical application campaign

Services usages and benefit details in Ad

Increasing frequency of Advertisements

3 0

Subscribers’ preference to increase service awareness The table draws the conclusion that it GP reduces service charge then subscribers will be interested to know about djuice or GP service. Sending service aware SMS and service detail advertisement is also a good way to increase subscribers’ awareness.

Over all findings From the data analysis it is found that djuice subscribers’ awareness is for some services is high and for some service low. WAP, sports updates push pull service including some after sale service awareness is very low. Low charged service such U and I awareness is very high. Newspaper is the most effective and popular media and respondent prefer to learn about djuice/GP services (including local newspaper). Most of the respondents recommended reduce service charge. RECOMMENDATION AND CONCLUSION RECOMMANDATION TO BUILD SERVICE AWARENESS As the recommendations for djuice would also suit total Grameen Phone scenario in most of the cases therefore during recommending sometimes “GP” has been used in stead of djuice in common facoor. Service learning hot line: Grameen Phone’s Customer Management Division already has 24 hours hot lines call service for customer service. These hot lines are categorized as for post paid and pre-paid product and with some special services like djuice. There is no separate hot line from where subscriber can learn about GP /djuice services. Hence, GP should arrange a separate hot line which will consciously help subscribers to learn about GP/djuice services. The following lists can be the unique proposition of service awareness hot line.     

Only help subscribers to learn about GP service. 24-hours human agent. Continuous improvement of customer service. Sending mail, letters, e-mail, fax, SMS to help subscribers to learn GP services. Delivering service aware campaign over phone.

Telemarketing: Telemarketing is another way to aware subscribers about djuice services. Telemarketing is direct and fast communication, so through telemarketing GP can increase service awareness fast. The only difference of service awareness hot line and telemarketing will be subscribers to company and vice versa respectively. The proposition of telemarketing will be:   

Arranging service awareness campaign. Developing effective ways to aware subscribers about service. Gathering Ideas to improve subscribers’ service awareness.

Service awareness building field campaign: Field campaign could be another effective way to increase subscribers’ service awareness. The advantage to field campaign is unique. It will help subscribers to learn practical application of djuice/GP services. Though its exposure will be in a limited area, it is comparatively less costly than Electronics Media and other National newspaper, magazine and billboard which. The field campaign location can be Educational premise, Point of sales

and Customer Relation Center (CRC), restaurants, theme parks, cinema halls, concerts, exhibitions etc. Key benefits of field campaign are:  Effective  Less expensive Publishing Service application manual: Service application manual can help subscribers to learn djuice/GP services. These manuals will be available in GP’s eight Customer Relation Centers (CRC) and in more than 1000 point of sale. Each subscriber will get a free service application manual with his/her initial subscription form. This proactive step’s success depends on the subscribers’ voluntary involvement. The benefits subscribers will get from the manual are:  Subscriber will learn about all the services provided by GP  Guide subscribers how to get a service  

Subscribers will learn the benefits of service Other option to get service from hot line, CRC etc.

Promotion days: Each month Grameen Phone should offer free service for 2/3 days. It will definitely encourage users to find the process to take free services. This will not only encourage subscribers to use GP services but also get them adopted to use those services. Once subscribers get adopted with services then this will help them to get use to and apply services regularly.  Promotion days for push pull, VAS and Information service.  Promotion days will demonstrate the process of registering in to services through newspaper, TV other effective media.  Initiate and promote field service learning workshop for subscribers.  Data collection after each promotion week to find the effectiveness.  If it is helping subscribers to learn services then continue, otherwise stop it. Self Learning Service boots: This self learning service boots will contain the service manual, brochures and GP newsletters. These boots location will be in the super markets, departmental store, restaurant and fast food corner. The boots shelves will be divided in different parts and each part will be tagged with the name of the service and contain all the material that will help subscribers to learn about the service. This boots can also show the demonstration to get a specific service through recorded CD, VCD and DVD. These boots can also maintain a suggestion box to bring some new ideas from subscribers The unique attributes will be:  Boot will contain services learning brochures, leaflet, and manual of each individual service individually and separately.  Will show the direct demonstration to take a specific service in recorded TV screen.  Will contain Recorded CD, VCD and DVD which will show the practical demonstration.

STRATEGIC RECOMMENDATIONS I recommend the following action plans for GP to develop further by reducing the problems: Reduce charge:  Increase subscribers’ number- GP should increase the djuice subscriber number until market saturation of addressable market. GP should reduce the call charge to increase the number of the subscribers from present one million plus especially in the rural areas. As there are already established towers in all over the Bangladesh so no further capital investment is required to provide service in rural areas. The increase their subscriber number will reduce the fixed cost per customer (by achieving economies of scale) and will help to charge low to the customers.  Link activities in company – GP, by combining some of the activities in their company value chain, can cut operational cost. They can cross the activities of djuice with other  services which will help them to reduce their cost and help them to charge less. Increase accessibility from GP service to other networks: Develop network- GP must pay attention to develop their network further with the help of new technologies that will ensure smoother accessibility to other company mobile. Strategic collaboration with the other companies- GP should try to create a strategic collaboration and good relationship with other mobile companies so that GP can ensure smooth access of its mobile connection with other company mobiles. General suggestions Best cost provider strategy - In the competitive industry, it is not enough to ensure low cost only; ensuring the best quality services are a must. So I am recommending best- cost strategy, which suggest providing best service at possible least cost. They should give best service in terms of variety of features, customer care, good network etc. On the other hand, they can achieve cost advantage by controlling cost drivers, taking advantages of their huge infrastructure, and knowledge gained from their long-term commitment. These will help them to keep their cost down in spite of retaining high quality. Applying collaborative approach- GP may adopt this approach to formulate their strategy, where managers from each level will participate. The benefits in particular are• Entrepreneurship will create new opportunities for the organization by pursuing a growth-oriented behavior with the merit of their own employees. • Provide better ideas regarding customers’ needs by contacting customers on a regular basis.

Patents, protection of intellectual property – When GP creates any new idea or innovative product, they need to protect their ideas and formulas from competitors. Survey customers- GP needs to focus on marketing research through customer surveys and opinions to determine what customers want. GP by offering those can reduce the risk of threat from possible substitute products. Increase incentives and value added- GP could increase incentives for the motivate them to buy more of their products.

buyers to

Tackle Rivalry: GP can avoid the price-competition currently and in near future by adopting some strategies:  Differentiate a firm’s product - As a high-tech company, GP can adopt differentiation strategy to make their position more advanced in the market competition. They may invent new  process through R&D for manufacturing activities to increase performance of their service, and focus buyer-benefits.  Maintain Brand image- What GP requires most is maintaining the already established brand image for them, so that they can get customers who will stick to their brands only. Their loyalty will work as a barrier for current and potential competitors.  Communicate more with competitors- GP must remain up to date with collecting information about the competitors’ strategies for product, market, promotion, distribution from various seminars, inauguration ceremonies, meetings, press conferences, and also from informal “get- to-gathers”. Special suggestions for djuice:        



Popularizing VMS and MMS. Providing more customer management center near school/colleges/universities. Providing T&T incoming and ISD services. Permanent remuneration policy for giving award on monthly basis 100 highest revenue provider . Reducing cost of VAS. Expanding the market segment to include mainly rural people. Establishment and expansion of djuice xtra facilities in rural area and countryside. Increasing commitment to the young society for example by providing help line or VAS for career development, education consultancy etc with minimum possible charge. CONCLUSION

In my whole report I have tried to show djuice service with brief introduction to Grameen Phone. The fact of service awareness was my preferred arena of research on the djuice. Throughout the whole report I have tried to make it realistic, methodical and easy one with

numerous dataâ&#x20AC;&#x2122;s, charts and graphs. The report not only contains the descriptive and statistical analysis of the fact and figures of djuice and Grameen Phone but also put an eye to the weakness and scope of improvement in loops holes area. My theoretical knowledge of MBA course has guided my perception and conception in a logical manner in preparing this report. I hope that this report would serve the purpose of the Marketing Department in judging my work during internship period. I perceive that this report would also benefit the djuice and Grameen Phone in looking forward with new strategies and techniques for successful expansion of market.

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