presentation

ORGANIZATIONAL BEHAVIOR PRACTICES IN LINK3 TECHNOLOGIES LTD

Introductionwelcome !

Md Mainur Rahman

Nazmus Sadat Parvez

Suporna Rani

Hasibul Islam S.M. Abdullah Shahriar

The presentation is aimed to propose a view on how an organization is augmented through practicing wide range of Organizational

Behavioural Procedures

Study Objective

Full Name: Link3 Technologies Ltd Established: January’2000 Current Position in Bangladesh ISP Industry : First Subscribers: About 1 Lakh Total employees: 1134 person Core values:

– Do what's right– Respect others– Perform with excellence– Taking care of our people– Excellent customer service– Building strong partnerships– Good corporate citizenship– Leading edge

About Link3

Business Information

Link3 Technologies Ltd. is holder of the following licenses: • Nationwide DDCSP (Domestic Data Communications Service Provider) License • Nationwide Internet Service Provider (ISP) License • Nationwide 3.5 GHz Exclusive Frequency License • IP Telephone Service License

Dedicated Internet Bandwidth Retail shared Internet Bandwidth Data Connectivity Intranet

Bandwidth Fiber Optics dark core

connectivity Wide Area Network Connectivity Multi-Protocol Label Switching

(MPLS) International Private Leased

Circuit (IPLC) Video Conferencing Service Mail Spam Protection Service Network Security Products and

Services IP Telephone IP TV Corporate ERP Solution Wireless transmission Network Local Area Network solution Web design & Hosting Mail Hosting Online payment gateway SMS service Mobile application development Domain Registration

Key Products

Management

First Level Manager

Middle Level Manager

Top Level Manager

Organizational Hierarchy

Consist of Assistant Managers, Deputy Managers, Managers They spend maximum time in assigning jobs to employees Guides and supervises the fellow team members in completing

day to day activities Ensures quality and maximum production via minimum

resources Work on managing conflicts and helping subordinates to be

competent for the next level in professional hierarchy Work as a great motivator which is a basic function of

management. First level managers oversees employee satisfaction results in greater productivity

First Level Managers

• Consist of Sr. Manager, Assistant General Manager, Deputy General Manager

• They are accountable to the top management for the activities done in their relevant departments

• They act as mentors to the first level managers. They convey the information, objectives and policies of top level managers to first level managers to ensure that, organizational plans and activities are conduced according to top level’s plan

• They spend more time working on executing organizational and directional functions

Mid Level Managers

• Consist of General Manager, CXO’s and CEO• They are responsible for controlling and overseeing

the whole organization and define goals for the organization

• They develop strategies, plans and company policies• Contributes significantly in mobilizing external

resources• They are accountable to shareholders and general

public

Top Level Managers

Written Communication

Oral Communication

Computer Based Communication

Audio Visual Communication

Visual Communication

5

Comm Practices in Link3

Comm Practices in Link3 Internal Communication

Instructions Orders Various reports Operating plans Training Within business

Comm Practices in Link3 External Communication

Customers Suppliers Govt agencies All public relations

Link3 Social System Specific Environment:

Customers:

Retail Bank and NBFI Corporate Government

Retail - Home broadband connection Bank & NBFI - Intranet connection, data connectivity within the organization/between branch offices Corporate - Corporate internet connection for business organizations Government - State owned organizations Each of the categorized customers are communicated differently. Link3 adapts to the specific customer category to communicate effectivelyThrough their communication practices, link3 have gained popularity and currently Link3 has the following customer profile: • As on June 2016, Link3 provides services to 55 out of 61 banks in BD• 3000+ Banks & ATMs locations are connected via Link3 network• Over 60000 home users• More than 3000 corporate customers

Link3 Social System Customers:

Local Suppliers Energy Pack - Generator FONS bd,ARA Technologies,Sepctrum - Optical Fiber Related Accessories International Suppliers CISCO,Mircotic,NetGear,Juniper - Network products Microsoft, Meghquest, Oracle - Software UTStarcom, FHnet, Wave7, Tainet, Palnet - GPON Device Fujikura, Ilsentech, Xilong - Splice Machine EXFO, JDSU - OTDR Usha Marti - Optical Fiber Cable Motorola, Nano station - Wireless Device HP, DELL, Lenovo - Server

Suppliers:Link3 Social System

• All Renowned ISP (Aamra, Dhakacom, Bdcom, Metronet, Telnet etc)

• NTTN (Summit Communication & Fiber at Home) & Local Illegal ISPs• DPDC, DESCO, BREB• BTRC

Link3 Social System Competitors:

Pressure Groups:

Link3 pays a high amount of attention on CSR activities all over the country. They spend substantial amount of money & time in conducting several CSR activities throughout the year. Major CSR activities are as follows: Sponsorship in Cultural activities Provided Free Internet service at all International Airport in Bangladesh Participation in job fair Employee engagement in CSR activities Provided Free Internet service at many police station in Bangladesh Donate handsome amount to many disaster victims Finance DNCC & DSCC on cleaning program

CSR Activities

CSR Activities

Standing beside Rana Plaza Victims

Free internet in all international airports of BD

CSR Activities

Org Culture

Org Culture

The employees are line people with personality & attitude highly consistent with customer service. They also remain very friendly with customers

They are not too rigid about rules & policies while dealing with clients. They have control to satisfy customers at all time

To some extent employees are given authority to make day to day decisions

They all are given enough training about the products & services that they are going to deal with customers

Customer service representatives/employees are always very enthusiastic to satisfy & delight customers which they call delightful customer experience

Customer Responsive Culture

Link3 has high ethical culture which includes high risk tolerance, low to moderate in aggressiveness, focused on means as well as outcome, attention to how goals are achieved & what goals are achieved. High officials come on time in office and subordinates also follow their superior’s footsteps. They also consistently remind employees that if they will receive reward and punishment basing on their performance

Ethical Culture

Employees working in branding & communication are highly innovative including the top level management. Link3 has created the 1st most customer based ISP in Bangladesh. They always welcome innovative ideas & values. Employees believe that organizational interest is much greater than personal interest

Innovative Culture

Stakeholders

Customer Bangladesh Telecommunication Regulatory Commission (BTRC) Ministry of ICT Competitor Employee Supplier Distributor Political Action Group Media Communities

Stakeholder Relations Mgt

Link3 Management has decided to give highest priority to the customer as a stakeholder. A dedicated service delivery team work for the customer to satisfy all there need. To satisfy customer needs at Link3, all concerned always manage the respective stakeholders properly

Stakeholder Relations Mgt

Link3 has a unique style of motivating employees. Some internal and external factors stimulates desire & energy in employees to continuously stay forward, show great commitment to job & to do the best to attain the personal as well as organizational goals Some people here are already motivated by the work itself. They

have the desire to be promoted the next position Some people are interested in receiving incentives, bonus &

similar kind of remunerations. These employees are interested in knowing what they will get if they perform more than expectation

There are some people who are motivated by some external factors such as they love to show off. They want to grab attentions by achieving more than the target given to them

Motivation System

• Job status• Challenging working environment • Reward policy • Insurance Policy• Working Hours & overtime• Cafeteria facility• Pick & Drop service• In house Emergency medication facilities• Yearly outing program (local/foreign) • Cultural program • Participation in sports activities • Leave policy • Yearly employee awards

Motivation System

If an employee is a consistent performer then s/he gets reward in Link3 in several ways. These ways are: Promotion Increment Performance bonus Foreign training Foreign posting/assignment Cost of living adjustment Spot recognition Other remuneration (Car allowance, gift hamper, etc)

Reward System

‘Link3’ manages the conflicts through: Immediate response in any conflict Awareness/Confronting Policies and Rules Effective Communication System Mentoring

Interpersonnel Behavior

Participation is the mental and emotional involvement of people in group situations that encourages them to contribute to group goals and share responsibility for them Involvement: Link3 encourage employee involvement in

decision making Contribution: It helps to feel a sense of belonging to an

organization Responsibility: This creates a sense of accountability

Empowerment and Participation

‘Link3’ follow some rules: Helping Employee Achieve Job Mastery: Provide empowerment to

their subordinates and encourages employees achieve job mastery

Allowing More Control: Employees are given more authority and encouraged to have more ownership, responsibility and accountability

Using Social Reinforcement & Persuasion: This lets the management pass over many important leadership traits to their subordinates informally

Giving Emotional Support: Supervisor mentoring when facing any difficulty.

Empowerment and Participation

Committees

Usually Link3 is run by formal groups. Each group is dedicated to achieve a specific target. But in special occasions committees are formed. For example, Picnic committee, Cricket tournament committee, Project Committee, Procurement committee. Committees are formed while the contribution of multiple groups is required.

Informal and Formal Groups

Group/team leaders take part in decision making process. So the contribution of each group is counted while making any major decision . Later on the group leader (usually a Sr. Manager) informs the decision to the group members. The training required for any change also goes smoothly to the bottom of the organization. And one can take/ offer help to other member very easily which improves the communication

Potential Outcomes of Formal Groups

Internal Forces• Two years back the company decided to change its

billing strategy for home users. Initially the billing system was postpaid and prepaid billing software was introduced. Initially both the employees and customers had resisted the change. Some rumors also spread out. But gradually all got used to, and the change turned into a positive one

• Initially Link3 was managed by COO after MD and chairman. But the management decided to appoint CXOs for all vital departments. As a result the company got a new organogram and all teams became more accountable

Managing Change and Environment

External Forces Government took a decision to send all overhead cables of Dhaka and Chittagong city along main roads to underground. All the ISPs along with other service providers were forced to go underground with NTTNs. This incurred a huge infrastructure loss to all service providers including Link3

Managing Change and Environment

Managing Resistance to ChangeThe higher management uses managers as ‘change agent’. While the new billing software came with its other functionality in daily operation the employees resisted it. People resists change as this is a built in functionality in human. They liked the existing software over the new one. The organization arranged training session for the new software. Managers motivated and guided for using the new software

Managing Change and Environment

The NMC & Help Desk team often reach burn out as they have to handle about calls from 4500+ persons per day. They work as the gateway to clients. The organization arranges counseling session for the team at a regular intervals. Movie watching sessions also take place to make them feel relieved For the removing of stress & counseling ‘Link3’ used- Medical Checkup of Employees Indore game facilities Team feast CXO directly involves with Motivational speech Effective Communication System

Stress and Councelling

In order to make a decision, the management always works as a team. Even the mission, vision, goals are also set as a team. All level managers can give their inputs to set target. Recently a team of the mid-level and top-level managers met in a conference to set the Blue Ocean strategy for the company

Team Building

ORGANIZATIONAL BEHAVIOR

PRACTICES IN LINK3 IN LIGHT OF

EMBA 601

Employees here all work together as a team and share a friendly relationship alongside the professional one

Approach

POSITIVE

APPROACH !

Attitude towards the whole organization is very positive here in Link3 which has helped them wining the trust of its customers and grabbing the largest (about one lac users) market share. They believe that the state of their mind is nothing more than a reflection of customers state of mind

Attitude

Adaptation

Can you see the lizard ?It is important for an employee to adapt with the

environment, culture & behavior of the organization. Employees in Link3 always help each other, specially the newly hired ones to adapt quickly and feel free. Results in greater productivity

Employees behave gently and softly with each other, bosses don’t do bossing around, don’t try to humiliate anyone. Members never point fingers at each other

Behavior

Link3 hire employees regardless of religion or race. All are allowed to practice our own religion and celebrate the events like Eid, Christmas , Puja etc. Employees all participate whole heartedly in celebrating each others festivals

Culture

Communication with each other is not too loud & complicated here. Upward, downward and lateral communication are very smooth. It’s simple and easily understandable. Link3 employees understand each other very well and respect each other's opinion

Communication

Link3 tries to hire people with high sense of proportion. Potential employees need to go through some aptitude tests. As a result, the company doesn’t end up hiring unproductive workforce

Common Sense

Courtesy is one of the biggest strengths of Link3. They respect and value each customer and maintain very courteous relation with them. Due emphasis is also laid on being polite and well mannered in the office

Courtesy

Link3 employees have strong commitment towards the task given, towards each other as a team player and towards the organization as a whole which made Link3 what they are today

Commitment

Employees here in Link3 are very decent, modest and honest to themselves and to the organization as a whole. They never overstep or cross the limit

Decency

Link3 employees have enough empathy for each other. “Always there for each other whenever needed”

Empathy

Link3 employees always try to put the brand image on top of everything by the way they behave, dress and communicate

Image

Punctually is one of the biggest strengths which has helped employees finishing any given task in time and achieve the ultimate goal of timely satisfaction of customer demand

Punctuality

Link3 employees acknowledge any crisis immediately and respond accordingly. They also try to accomplish and complete any given task within the stipulated time

Responsiveness

Employees heavily rely on each other at work place. Team work is a very important organizational culture in Link3. Most of the employees are very dependable and responsible team members

Reliability

Due importance is laid on sociability. Link3 employees socialize on different occasions and also hang out occasionally to celebrate events like annual picnic

Sociability

Link3 employees are smart, barring few exceptions. It has some very smart and intellectual individuals in top management who are responsible for making strategic decisions and lead the organization from the front

Smartness

Trustworthiness

Link3 employees have trust in each other and they know some one will always be there to support during hard times

Recommendations

It’s not WHAT you say; it’s HOW you say it! Link3 needs to be more aware on timing of sending texts or calling customers. Lack of awareness could cause serious damage on reputation

Link3 needs to improve on technological aspect; as sometimes customers find themselves in difficult situations while communicating their problems in Link3 touch points (i.e. Helpdesk, Websites etc)

Recommendations

The absurdities between the various tariff plans of the various packages and also the hidden costs that is incurred, need to be removed to make it easier for customers for budget usage and building credibility The company need to device better modalities to deal with grapevine communications

Question and Answer Session