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Career Planning & Developmentin ROBI
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Table of Contents
Acknowledgement....................................................................04
Executive Summary...............................................................................04
Objective......................................................................................................05
Primary
Objective...05
Report Objective.
05Methodology.............................................................................. 05
Limitations..................................................................................................05
Company Overview................................................................................06
Mission.
...06
Vision.
06
Theme......06
Major Milestones of Robi....................................................................07
Statement of the Topic........................................................................08
Training Programs in Robi..
..08
Importance of T&D Process InRobi..09
Training Process In Robi.....................................................................10
In-House
Training..10
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Foreign Training.
10
Supervision of training by ROBI HR
Department............................................11
Objectives of Training
Programs..12
Training Plan
Trainee...
12
Training Needs.
...12Training Time....
.12
Training Place....
.13
Trainer...
14
TraineeEvaluation...
..14
Table of Contents
Development Programs in
Robi..15
Importance of Development
Programs...15
Development Process In Robi
Way of Conducting Development
Process....16
Job Rotation.
...16
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Junior Board.
..16
Problems of T&D Process in Robi...
...17
Recommendations...
....18
Conclusion.........
19
Bibliography....
.20
Acknowledgement
The term paper on is prepared forDr. Zahed Husain Sikder, the course instructor of
undergraduate program, School of Business at American International University of
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Bangladesh (AIUB). This report is the partial requirement of HR Planning and Forecasting
(BBA-00986) course during the Summer-2011 and submitted at the same semester.
Executive Summary
Telecom industry is one of the significant industries of Bangladesh. There are some
very strong participants in this sector, which has made this a very competitive market.
Despite the high entry costs, new companies are gradually coming into this industry.
Currently there are 6 competitors in this telecom market in our country. AXIATA Group take
over the ownership of AKTEL and very recently they have been reformed with new slogan,
new motto and last but not the least, they have changed their brand name to ROBI from what
it was earlier, AKTEL. Good quality with providing full customer satisfaction is the main
mission of ROBI. As because AXIATA Group came with a new name and new mission, they
have set their target customers primarily will be young generation and apart from that they
will try to reach more of their existing customers with their new products and services and
also they want to make huge contribution in the socio-economy of our country. So their focus
is to provide refreshment to the customers in a comparatively cheaper call rates and other
customer services. ROBI have some competitors for example: GrameenPhone Ltd, Bangla
Link, Airtel Bangladesh, City Cell Ltd, and Tele Talk. ROBI wants to make huge impression
in this industry and they will try to capture more and more market shares, so they will inform
all aged people by following advertising and other sales promotion. As it has changed their
name, it is little bit difficult to capture the customers attraction and once the customers will
familiar with the product, and then it will be very easy to launch our product in its selected
areas. ROBI is always trying to focus improving its products and services based on customer
demand, satisfaction and preferences.
Objective
Primary Objective:
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The primary objective of this project is to learn about the Training and Development
process of the ROBI mobile company.
Report objective: Detailed information about Training and development process of the company.
To focus on different types of Training programmes, Supervisor of the
programmes, Trainee, Trainer, Training time, Training place, Training needs,
Trainee evaluation.
To focus on different Development programmes and different Development
process.
To know the problems of Training and Development process and recommendation
for that problems.
Methodology
We used Secondary data to make this report. And that is why the data and
information is taken from newspaper, business magazines, and catalogs and also from the
internet.
Limitations
The major limitation factor for this report was primarily the reluctance and strict
devotion to confidentiality maintenance attitude shown by the official website of ROBI
mobile company. Moreover, some information was withheld to preserve privacy of the
company. So, we couldnt give the exact information always. Most of all we had very little
time to finish this project. If we had some time more the project could have been better. But
inspite of that we have tried our level best to make the report data more meaningful.
Company Overview
Robi is a dynamic and leading countrywide GSM communication solutions provider.
It is a joint venture company between Axiata and NTT DoCoMo, Japan. Robi was officially
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commenced its operations in 1997 among the pioneers GSM mobile telecommunications
provider in Bangladesh. Covering all 64 districts of the country, Robi has become the first
mobile operator to connect Tetulia and Teknaf, the northern and southern most points of
Bangladesh and the first to provide seamless coverage along the Dhaka-Chittagong highway.
Robi supports 2G voice, CAMEL phase 2 and GPRS/EDGE service with high speed internet
connectivity. It has the widest International Roaming coverage in Bangladesh connecting 440
operators across 203 countries. Robis GSM service is based on a robust network architecture
and cutting edge technology such as Intelligent Network (IN), which provides peace-of-mind
solutions in terms of voice clarity, extensive nationwide network coverage, and multiple
global partners for international roaming. Robi customer centric solution includes value
added services (VAS), quality customer care, easy access call centers, digital network
security, and flexible tariff rates.
With its strengths and competencies developed over the years, Robi aims to provide the best
quality service experience in terms of coverage and connectivity to its customers all over
Bangladesh.
Vision:To be a leader as a Telecommunication Service Provider in Bangladesh.
Mission: ROBI aims to be achieving its vision through being number One not only in
terms of market share, but also by being an employer of choice with up-to date knowledge
and products geared to address the ever changing needs of our budding nation.
Theme: Customer First
Major Milestones of ROBI
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First time introduced the 'mobile Plus (PSTN Incoming Connectivity only) Product
Services' in Bangladesh.
First time introduced the Tele-Ramadan (Timing of Iftar and Sehri during Ramadan)
under Tele-info Services in Bangladesh.
First time introduced the Seamless Coverage throughout the Dhaka- Chittagong
Highway and named it as 'Chittagong Dhaka Corridor (CDC)'.
First time introduce the full fledged IVR based Customer Services (Call Center) in
telecom market.
First time introduced cellular services in the most northern part of Bangladesh by
launching ROBI Service in Rangpur and Dinajpur in 2002.
TMIB brought Twenty Six (26) Districts and the outskirts under ROBI network by
the end of Year 2002 successfully.
Introduced the automatic system generated bill amount and payment request for the
Post-paid subscribers in 2002. The automatic unbarring facility, after necessary payment
making by the subscribers, is also a part of this system.
Today, ROBI is recognized as a leading brand in Bangladesh and this is driven by our
persistent pursuit of quality and technology, putting it clearly ahead of the rest. The future
with ROBI is promised to be exciting as we strive to employ the best resources and latest
technology in offering many more innovative and exciting products and services
Statement of the Topic
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We have selected the topic of Determination of Training and Development needs in
ROBI for our report.
Training Programmes in ROBI
The training program is a vital link in the process of converting the recruit into
productive representatives. The money, which is spent on recruiting and selecting people,
may be wasted if their selection is not followed up with the proper training programs.
Additionally, experienced reps may not improve or even maintain their productivity if they
are not provided with an adequate amount of continual training. So the purpose of training is
to relate and improve the specific performance related skills, attitudes, perception and
behaviors require peoples success with the state of readiness of the force. As ROBI is the
leading provider of telecom services, they always want to serve their best. That is why, they
have very strong and effective training department to train the best training to their
employees. At ROBI the top-level management believes that their primary competitive
advantage comes from their employees. In the ever-changing mobile industry, all of they
must continuously upgrade their skills and knowledge in order to maintain this competitive
advantage. Their training programs are based on the job natures and the performance of the
employees. Their goal is to attract, retain and motivate the very best and to do that they
support training, development, and business education.
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Importance of Training and Development Process
in ROBI
Training and Development is the field concerned with organizational activity aimed at
bettering the performance of individuals and groups in organizational settings. In other words
it means taking human inputs recruited or even existing employees and turning them into
productive part of the company.
ROBI believes that Training programs should be taken as a continual, ongoing process,
which improve the scenario in different dimensions such as:
Training process is conducted to provide the freshers the basic knowledge which is
required to perform their specific job perfectly. Robi provides practice session for the new employees, to implement the basic
knowledge. Because Robi believes on the more practice the more perfect empolyee.
Training provides the people with better improved knowledge, working habits,
working techniques which are essential part to achieve both employee and company
satisfaction and thus retaining them in the long run.
Training programs also help trainee to develop positive attitude about themselves and
company as a whole.
As a developing country, Bangladeshi people, in general, are not very aware about the
technological changes that are taking place. Through Training and Development process
ROBI wants to make the each and every employee that much capable so that they can prove
themselves as one of the most vital weapons to achieve overall, long-run goals of the
organization. And from these discussions we can realize that how important the Training and
Development process is in ROBI.
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Training Process in ROBI
ROBI uses different training technique depending on the training content, purpose of the training
program, participants of the program as well as time required for the completion of the training.
The training program of ROBI is conducted before sending the entry level employees to the
workstation.
The training need of each employee is analyzed through two processes:
TNA: Training Need Analysis
SGA: Skill Gap Analysis
The results of these two Training Need Analysis processes measures how much training each
employee needs
There are two types of training process:
1. In-house training: This training is provided through the vendors. Employee
supervisors or line managers provide a coaching for the new employees. In coaching, lectures are
delivered to provide knowledge related to the specific jobs. A lecture is the best way to present a
basic outline of a subject in a shorter time to a larger number of trainees than any of the other
techniques. For example, when information about ROBIS products, new services, and new
findings in the research and company information, market condition is to be given to the trainees
then the training department adopts lectures. With this technique, a trainer can handle a higher
number of participants and give greater volume of information within a short time period
2. Foreign training: To implement new technology Robi have to train their new
employees from foreign countries. They have arranged for international training for their
employees according their performance .In this case the employee has to sign a Bond assuring
the company that he will not leave company next few years. This duration varies based on the
training. Employees are mainly sent to Malaysia for this higher training. The cost of relocations,
the whole expense of food and housing are providing by ROBI Company as long as they are in
the abroad for training.
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Job rotation: ROBI provide job rotation to the entry-level employees. In this process they
dont send their employee of one department to another department for training. What they do is
that they just send employee of one branch to another or one region to another.
Discussion: In ROBI, when any new system is launched or when there is any need for
changing the technique or policies, discussion is used as a training method where both the trainer
and the trainees can share their thoughts and opinions. During the leadership training, induction
training as training on advanced selling skill; the training department usually prefers discussion.
Sometimes, when cases are given to the trainees to solve the problem and suggest
recommendation, group discussion also takes place among the trainees.
Supervision of training by ROBI HR Department
Though the training programs are provided by different departments, the overall supervision is
upon the HR department. They look after the overall process and do some routine functions.
They are as follows:
Prepare, maintain and update training related database.
Prepare career development plan
Prepare induction training manual/modules
Evaluate training program
To Make agreement between ROBI and employees for overseas training
To communicate with different local training institutions
To communicate with trainers/instructors.
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Objectives of Training Programs in ROBI
A primary objective of many training programs is to teach the force how to be more
productive. Usually, a persons productivity will increase with experience. But if training can
substitute for some of the needed experience, higher productivity levels should be reached
earlier.
Training Plan
Training gives new employees the skills required to perform their jobs perfectly. So make the
training program perfect ROBI plans some steps, which are helpful for the fresher.
ROBI follows the following steps to conduct training.
Trainee: As newly hired person doesnt have enough knowledge about the company
and his job, training can help them in this regard. Although experienced people have
knowledge about their job still they need training to cope with the changing world.
Training needs: ROBI mainly follows need based training. That is, whenever
the supervisor finds that his/her subordinates need sufficient training; they immediately
take necessary steps and arrange training programs. They are as follows:
Performance testing
Job analysis
Force survey
Performance survey
Observation
Training times: Timing of the training has two basic attitudes. Some
organizations prefer training first than go for the job, where as some organizations want
training based on after job performance. ROBI, the Training programs are made as yearly
basis for providing training on techniques and skills for all level of their employees
including the ones from other departments because they believe that in a organization
everybody needs to have skill. The marketing department, sales department and HR
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department altogether do the overall plan. This yearly plan for training is enhanced by the
monthly meetings held in every spots where ROBI has subsidiaries. These meetings are
referred to as Pre- cycle Briefing meeting. These meetings try to find out in which areas
and for which employees training is needed. In the beginning of the training, expectations
from each participant in the training program are assessed and according to that the
managers design the content of the training. At every meeting, each department discuss
and analysis the performance of the worker of their department in the past month and
identifies whether they are performing accordingly or not. If someone fails to perform
and cannot reach the objective then the need for training arises. Plan of every individual
department also has significant impact on the training plan because only proper training
can ensure the implementation of the plan. The yearly plan for providing training makes
sure that it can be helpful for the achievement of the objective of the plan. The training
department plans the training before 2-3 months from the time intended to provide the
training to the employees. The Training Manager is responsible for preparing the
budgeting, plan on which training for whom in all department, planned actions, and also
give guidelines to the Human Resource Department for recruitment and selection.
However, Training Manager specifically works with the related training. According to
the companys perspective, everybody should have knowledge about their related job. So,
the Training Manager plans what type of training is required for new recruits and the
existing personnel and how the training is going to change the current performance and
will help in achieving the desired level of performance. Both the managers analyze the
performance of the trainee after attending the training program taken place in the last
month and set strategy for the next months training plan.
Training place: Training can be provided in both centralized and decentralizedmanner. Centralized training occurs when all the people come to one central location
(often home office) to have training. On the other hand decentralized training of people is
usually held in field or regional offices. ROBI follows both centralized and decentralized
training. General management training program for the top level executives are mainly
held in the home office because centralized school normally has more formal facilities for
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training than are available in the field. As top-level executives need more advanced
training, thats why, it usually held in the head-office. On the other hand, those whose
works are mainly field based, they often have to go with their senior people to the field,
have to do on-the-job training, attend seminars, conferences etc to increase their outer
knowledge.
Trainer: A trainer is the person on whom the success or failure of the whole training
program is dependent. There are three types trainers by, they are-
I. Regular line executives
II. Staff personnel and
III. Outside specialists.
Because each has certain advantages, it is not unusual to find organizations using all these
three types as well as using one or two types. It basically depends on the size of the firm, the
characteristics of the product line, the focus of the training where the sessions are held etc.
ROBI has both line executive trainer and outside specialists. The HR manager and senior
supervisor usually train their own force. In that way, the trainer can get better understanding
about the laggings of their force and can take necessary steps according to that. On the other
hand, force also get known environment because of their own supervisor as their trainer.
Robi also bring outside specialists from abroad like Malaysia. In this way, they get the most
advance and recent information from their competitors.
Trainee Evaluation: In ROBI, The effectiveness of a training program is
measured by evaluation of the trainees. This evaluation is necessary in terms of assessing the
value of the training and in terms of improving the design of future programs. There are
mainly four outcomes based on which the organization evaluates the success or failure of
each training program. The four outcomes are- reaction, learning, behavior and results.
After each training session, each must have to submit an annual assessment. In the annual
assessment, each trainee is asked to do report regarding the training program and is asked to
do presentations on the items they have learnt. During the training, quizzes and assignments
are also given among the trainees. The effects of training on their performance are evaluated
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through the performance they have done after taking part in the training compared to the
performance they used to do before the training and by this the organization measure the
effectiveness of that training program. The trainees who have gone abroad for attending the
training program are required to submit a report regarding on the materials taught in the
whole training program. This type of evaluation helps both the trainers as well as the
trainees. The trainees can compare their own performance and try to improve according to
that. The trainers can judge the effectiveness of training and can develop better strategy for
the upcoming training program.
Development Programmes in ROBI
Management development is any attempt to managerial performance by impartingknowledge, changing attitudes, or increasing skills. For the past few years management
developments focus has been shifting from preparing managers to fill higher level slots to
preparing them to meet the challenges of managing in past paced environment. Increasingly,
therefore, the emphasis is on developing a managers ability to learn and make decisions
under conditions of rapid change. The management development program may be aimed at
filling a specific position, such as CEO, perhaps with one of two potential candidates. When
it is an executive position to be filled, the process is usually called succession planning.
Succession planning refers to the process through which senior level openings are planned
for and eventually filled.
Importance of Development Programmes in ROBI
When ROBI selects their own employees to fill the vacant higher positions they look for the
employee who are ready to get the higher position. As they do not follow the personnel
replacement chart or position replacement card they have to make those employees ready toacquire the higher position ROBI conducts development program for them. It helps those
employees to have the ability to take decisions those are required in the higher-level position.
Those who deserve the higher position receive a development process conducted by ROBI
but its true that their development programs are not well organized though they take some
necessary steps for developing their employees who are working inside the organization.
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Development Process in ROBI
Way of Conducting Development Process : Before starting a
development program they analyze the employees to what extent they need the development
to be fit for the higher position. To analyze this they go through SGA (skill gap analysis).
On the basis of the SGA every employee has to have a yearly 40 hours development
process. It depends on the current skill of those employees. Every employee of ROBI (from
manager to managing director) goes through a career succession planning. Through this
career succession planning employees develops their skills to deserve the vacant higher
position.
The Development Process: To conduct a development process ROBI
follows the following on the jobs techniques:
1. Job rotation: ROBI provide job rotation to the managerial employees also. But the
idea of ROBIs job rotation policy is limited only to the department. That means they dont
send their employees of one department to another department. What they do is that they just
send employee of one branch to another or one region to another. For example, for job
rotation they send Marketing manager of Chittagong branch to the Marketing department of
Dhaka branch as a manager which position is vacant, but they dont send a marketing
manager to the sells department or HR department or any other branches.
2. Junior Board: It is used for operational decisions in most cases. But sometimes it is
used to take very few strategic decisions (example: to design training program). To attend
junior board all employees should already receive the initial coaching. In junior board top
level managers have a sit with the sub-ordinates and encourage them to provide possible
suggestions regarding a decision. The sub-ordinates try to give suggestions through
brainstorming using the knowledge provided in the initial coaching.
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Problems of Training and Development Programs
in Robi
Though ROBI follows most of the rules and regulations of standard training programs butstill they have some problems with their existing training and development programs. Some
of the problems are listed below-
They dont have action-learning program. As a result employees dont get scope to
increase their project skill and to know about the problems of another department.
They dont concentrate on off the job training. We know, off the job training is
sometimes more important to know about the job.
Review system is not strong enough. As a result it becomes quite difficult to
understand how effective the training was.
Lack of motivation in the training side. ROBI dont motivate that much while
employees took training. They took training just like they are doing their regular
jobs.
Less scope of developing for the senior employees. Senior employee especially the
aged employees dont have sufficient idea about the changing environment of
technology.
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Recommendation and Ways of Implement of
Training and Development Programs in Robi
In order to solve the problems with the existing training and development system, werecommend the following suggestion. The ways of implementing those recommendations is
also discussed.
1. From the problem part, we become able to know that ROBI dont follow action
learning training and off the job training. We would not recommend implementing action
learning training. But ROBI should provide off the job training. Because, for some sectors
or jobs off the job training is more valuable than on the job training. In order to implement
off the job training in the company they can follow those steps: -
Select the sectors and employee for this training
A time horizon for the training. It will be selected by the discussion with the
employees.
Then the trainer would be selected. They dont need to hire new trainer for this, they
can provide off the job training with their existing trainer.
Sufficient training materials should be provided to the employees.
2. They should motivate employee to give more concentration on their training. The
reason is that motivations dont cost enough money, but it helps to the employees to learn
rapidly. If they are motivated and learn the job then not only they will be benefited, at the
same time they will serve the company with their best effort. In order to motivate them,
ROBI can provide them various incentives, like- informing them about the benefit of the
training, how it will help them, etc.
3. Senior employees should also be developed always. We already mentioned that in
ROBI senior employees do not get enough facilities and time to develop themselves. As a
result they always have lack of idea about the technological change. In order to provide
training for the senior employees ROBI may need to provide different sessions like action
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learning, case study method, management games. So, it may cost ROBI. But in the long run,
they will be benefited.
Conclusion
ROBI is trying to cope up with the changing market situation and that is why they
have come with a new name, new slogan and new mission. To be very frank, the telecom
sector of our country is totally dominated by GrameenPhone Ltd, with its extreme
superior network coverage and customer services. Also in last year, Bharti Airtel made
its entrance in our country by capturing the ownership of WARID telecom. So this
telecom industry will be in a fluctuating situation within a very short time.
Technologically ROBI is lagging behind far more than GP. So to make progress andcapture the more market share it needs drastic steps to make improvement. ROBI has a
very passionate and hard working marketing department, very dedicating customer
service team who are trying their level best to take ROBI one step ahead because
previously its slogan was ONE STEP AHEAD. Although its slogan has been changed
but its vision should be like this to cement its place into this industry. We hope ROBI
will be successful with its new brand name and its products and services.
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Bibliography
Name of Websites Are-
http://www.robi.com.bd/
www.google.com
www.en.wikipedia.org
www.gsmworld.com
www.btrc.gov.bd
www.aktel-users-group.blogspot.com
http://www.robi.com.bd/http://www.google.com/http://www.google.com/http://www.en.wikipedia.org/http://www.gsmworld.com/http://www.btrc.gov.bd/http://www.aktel-users-group.blogspot.com/http://www.robi.com.bd/http://www.google.com/http://www.en.wikipedia.org/http://www.gsmworld.com/http://www.btrc.gov.bd/http://www.aktel-users-group.blogspot.com/