GrameenPhone Ltd. (GP) is the market leader in the mobile telecom industry in Bangladesh. GP is a joint impale between Bangladesh and Norway. Major shareholders are Telenor (68%) and Grameen Telecom (32%). Telenor is the state owned telecommunication company of Norway. It has operations in different countries in the world. Grameenphone currently have over 5000 employees which makes a very compound organization. The people of GrameenPhone are young, dedicated and energetic. All employees are come up educated at home or abroad, with an even scattering of males and females and social groups in Bangladesh.
I have selected this organization because I had the opportunity to work in Grameenphone for around 3 age in several positions including marketing, telemarketing and customer do. From my personal puzzle I believe Grameenphone is a passing bureaucratic organization. The end of this essay is to discuss to what extend this organization (especially customer service division) portrays the bureaucratic structural nature and identify the classic bureaucratic dysfunctions. The level of complexity, centralization and formalization will also be discussed. As Grameenphone is a huge organization, I will only when focus on the customer service (contact center) subdivision which is highly bureaucratic.
Bureaucratic Organization:
3.1 Purpose:
Grameenphone customer service department is a part of commercial division. From the birth of the department it tries to join the demand of the near about 30 million subscribers regarding their queries & international ampere; complains. GrameenPhone customer service Hot Line is the first 24-hour involvement Center in Bangladesh. Further it has introduced an online chat service as well. GrameenPhone customer service department has 5 major segments
* take in charge Center
* Complain Management
* Resource Management
* People & process Development
* Telesales
collision center has several segments such as...If you want to get a full essay, order it on our website: Ordercustompaper.com
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