Chapter One

Title of the Report:

Chapter Two
Introduction

2.1 Rationale
Cell phone operation is a very important element in the modern world as well as in the economy of Bangladesh. At present six cell phone operators are doing business in Bangladesh. It plays a vital role in overall economy of the country. Unlike providing voice service, the operators are also providing data, SMS, MMS, Push Pull, VAS etc. services. I am proposing this area, as I am a student of BBA and moreover my major is in Accounting & Finance, this internship program is very much related to my future career. While making the report, I will be able to learn the customer service and corporate culture and its overall process. Theoretical knowledge never equips with all the skills we require in the practical field, and therefore practical real world experience is required. Internships provide an opportunity for us to link theory with practice. This program and final report will enable us to compare theoretical ideas taught in the classrooms with the real life corporate environment. In this internship program, I was a part of team of Robi Axiata Ltd with all my responsibilities from the very first day. I was mainly engaged in Customer Service (market Operations) Department where I have gone through a number of meaningful projects and targets set by the authority. In this regard, I have prepared the affiliation report titled Foreign Exchange Transactions and Banks Role: An Overview of Standard Bank Ltd.

2.2 Background
Company Overview This chapter emphasizes on the historical background of the company under study, overview of the company, their product and services, customer base and market condition of Robi Axiata Ltd. About Robi: Robi Axiata Limited is a joint venture between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan. Robi Axiata, formerly known as Telekom Malaysia International (Bangladesh), commenced operations in Bangladesh in 1997 with the brand name AKTEL. On 28th March 2010, the service name was rebranded as Robi and the company came to be to be known as Robi Axiata Limited. Robi is a truly people-oriented brand in Bangladesh. We stand as the people's champion and are there for the people of Bangladesh where they want and how they want. With local tradition at its core, Robi marches ahead with innovation and creativity. To ensure leading-edge technology, Robi draws from the international expertise of Axiata and NTT DOCOMO Inc. Robi supports 2G voice, CAMEL Phase II & III and GPRS/EDGE service offering high speed internet connectivity. The companys 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 has the widest International Roaming coverage in Bangladesh connecting 600 operators across more than 200 countries. Our customer-centric solutions include value added services (VAS), quality customer care, easy access call centers, digital network security and flexible tariff rates. Company Shareholders: Robi Axiata Limited is a Joint Venture company between Axiata Group Berhad (70%) and NTT DOCOMO INC. (30%). Axiata is an emerging leader in Asian telecommunications with significant presence in Malaysia, Indonesia, Sri Lanka, Bangladesh and Cambodia. In addition, the Malaysian grown holding company has strategic mobile and non-mobile telecommunications operations and investments in

India, Singapore, Iran, Pakistan and Thailand. Axiata Group Berhad, including its subsidiaries and associates, has approximately 120 million mobile subscribers in Asia, and is listed on Malaysias stock exchange (Bursa Malaysia).

NTT DOCOMO INC is the world's leading mobile communications company and the largest mobile communications company in Japan. DOCOMO serves over 56 million customers, including 44 million people subscribing to FOMA, launched as the world's first 3G mobile service based on W-CDMA in 2001. DOCOMO also offers a wide variety of leading-edge mobile multimedia services, including i-mode, the world's most popular mobile e-mail/Internet service, used by 48 million people. With the addition of credit-card and other e-wallet functions, DOCOMO mobile phones have become highly versatile tools for daily life. With cutting edge technology and innovative services, DOCOMO is fast becoming a preferred lifestyle choice, continuously expanding its role in its users lives, growing globally throughout Asia, Europe and North America. NTT DOCOMO INC is listed on the Tokyo (9437), London (NDCM) and New York (DCM) stock exchanges. Management Profile:

Principle & Purpose: Principles: Robi Axiata Limited employees hold themselves accountable to the following guiding Principles for the organization. Emotional: Passionate, Creative, Respectful, Open Functional: Simple, Ethical, Transparent, Ownership Key Achievements: Robi Axiata Limited, the leading mobile phone operator of the nation, has received Star News HR EXCELLENCE AWARDS FOR INNOVATION IN HR. Leading mobile phone service provider Robi has been re-assessed and rewarded with ISO 9001:2008 certification. Robi received this internationally renowned Management Standard after complying with all requirements. Robi has been conferred the prestigious Frost & Sullivan Asia Pacific ICT Award 2010 for "Emerging Market Service Provider of the Year" Awarded the prestigious fund grant from GSMA MMU (Mobile Money for the Unbanked) in 2009. Crossing 10 million subscribers mark in 2009 Ranked within top 6 global comparable telcos in A.T. Kearney benchmarking exercise in 2009. Cost optimization project saved 2 times of what was projected. Bangladesh Mobile Phone Businessmen Association (BMBA) Award 2008-2009 as the best service provider in Bangladesh The Weekly Financial Mirror Samsung Mobile & Robintex Business Award 2008-2009 as the best Telecommunication company. TeleLink Telecommunication Award 2007 TeleLink Telecommunication Award 2007" for its excellence in service, corporate social responsibilities and dealership management for the year 2006 in commemoration of WORLD Telecommunication Day 2007. Arthakantha Business Award Given by the national fortnightly business magazine of Bangladesh for its excellence in service in telecom sector.

 Financial Mirror Businessmen Award given by the national weekly Tabloid business magazine. Deshbandhu C. R. Das Gold Medal for contribution to telecom sector in Bangladesh. Beautification Award for exceptional contribution to the Dhaka Metropolitan city from Prime Minister Office on 13th SAARC Summit. Standard Chartered - Financial Express Corporate Social Responsibility (CSR) Awards 2006 for contribution in Education, Primary Health, poverty alleviation and ecological impact. Arthokontho Business Award 2006 for better telecom service provider in Bangladesh. Financial Mirror & Robintex Business award 2006 for its excellence in service, corporate social responsibilities activities throughout Bangladesh. Desher Kagoj Business Award 2006 for Corporate Social Responsibilities activities. TeleLink Telecommunication Award 2005 for its excellence in service for the year 2005.

Achievements of the year 2012: Crossed the landmark of 2 crore (20 million) subscriber base. Reassessed and rewarded with ISO 9001:2008 certifications. Brief from CEO: A career at offers an opportunity to touch a life. If you want to be part of a company whose .

actions reflect their ethics, whose people live their guiding principles, consider a career at

We understand that people are the center of our success. Our employees balance quality-telecom service with some of the most progressive technology available today to fulfill our mission for over a decade. Our highly-skilled and trained employees go out of their way to provide the best services to customers. Looking ahead is positioned for long-term growth with a multi-dimensional strategy that

focuses on optimizing partner relationships, aggressively exercising our intellectual property, and leading the industry as a market driven company. Working at of an exciting international career. As an can offer you the opportunity

employee you will be privileged to work as part of

a global team with good working conditions and the opportunity for continuous development and training. We constantly strive to identify and define the intangible characteristics that contribute to our unique culture and aim to reinforce them in everyday life. We want our employees to have a clear vision for the business and to foster enthusiasm to drive superior performance. As a Group, Axiata is a unique organization, combining the local expertise of national operating companies with the strong support of a regional corporation. As an emerging leader, Axiata Group is committed to bring first-class resources through its exclusive talent management program. Axiata is focusing on not just developing a talent pool for the group and its subsidiaries but on succession planning for key positions in the company. Axiata Leadership program focuses on seven areas of leadership skills- strategic thinking, business acumen, result orientation, customer orientation, people management, coalition building and personal attributes. We invite you to take the chance to push your own boundaries and grow both on a personal and professional level with Robi Axiata Limited. Brief form CHRO: Human Resources division has the responsibility of energizing, developing, retaining and attracting truly talented people all around the globe. Its our job to ensure that people have the opportunity to release their energies in a constructive and focused way. At we create opportunities for individuals to shine, empower people to do better than their

best. We invite you to an environment where you will always feel appreciated for the difference you bring. In return, you are expected to work according to the companys longstanding corporate business principles of Passion, Creativity, Respect, Openness, Simplicity, Ethics, Transparency and Ownership. So, if you are seeking a challenging, yet fulfilling career, we are here to make your dream come true.

2.3 Objectives
There are two types of objectives behind my work and these are as follows:

I.

Broad Objectives The main objective of the report is to state my working experience as an intern in Robi Axiata Ltd. However, as my experience was in the Market Operations Department, I was trying to understand the operations of the department and link it with my theoretical understanding of the same.

II.

Specific objectives To gather Comprehensive knowledge on overall customer service function of Robi. To gather knowledge about different segments of market operations.. To understand the difference between different types of clients. To identify the weakness and problem in successful/effective customer service procedure procedure. To provide recommendations to address the identified problems.

Chapter Three
Activities Undertaken

3.1 Work Related Activities 3.2 Organization Wide 3.3 Other Relevant Activities Robi CSR Activities: As a socially responsible corporate, Robi has in place an extensive CSR program aimed at contributing to social uplift and environmental upkeep. With the vision of enabling opportunities to improve lives, Robi drives its CSR activities in the domain of Health, environment ICT education. Being committed to address societal needs, it has various outreach activities across the country. Health: Pure drinking Water: The landmark activity in the health front is the installation of purified drinking water supply facilities at key railway stations in the country. Robi in collaboration with Bangladesh Railway and the global organization WaterAid has set up water treatment plants at Kamalapur railway station and Airport railway station in Dhaka and also in the railway stations in Chittagong, Sylhet, Rajshahi and Khulna. These facilities with capacity of treating 5000 liters of water per hour, are helping thousands of passengers. Zero Club Feet: On the health front, Robi has also been conducting a wide range of activities like blood donation camps, primary health check-up sessions, safe drive campaign for the employees etc. The notable program in this field had been the treatment of hundreds of clubfeet children. In 2012, the program was concentrated in nine districts under Chittagong division aimed at treating over a thousand clubfoot children. Environment: Robir Alo: In remote rural areas of Bangladesh, electricity is rarely available. People in these areas, particularly in the off-grid region, depend on kerosene or wax candles to meet their demands for light to beat darkness. Robi has intervened in this aspect and provided solar panels to 590 of homes in remote villages in Kurigram, Rangpur. This has not only infused a new lease of life amongst the poor villagers but that their carbon footprints have also been decreased significantly besides facilitating them with savings from buying fuels or candles. ICT: Basic Computer Training & Internet Corner:

In todays world, information technology plays a dominant role in all aspects of our life. Right and access to information play a key role in augmenting knowledge. Considering this, Robi has installed computer corners at 72 colleges in far flung regions. This is facilitating the students with the window of opportunity to log on to internet and thus to the vast reservoir of information and knowledge. At the same time, Robi has established Internet Corners at all divisional libraries. This is adding value to the governments vision of creating digital Bangladesh by 2021. Robi Art Competetion for Children: Robi Axiata Limited organized an art competition for children of its Dhaka based employees on Saturday, June 9, 2012. The event was organized in observance of the World Environment Day 2012. The theme of the contest was Rong Tulite Amar Prithibi and the children we re drew/painted pictures portraying the world as they would want it to be. About 80 children, aged between 5 to 14 participated in the art competition. The competition was rounded off with a magic show performed by popular magician Ulfat Kabir.

Robi Joined Hands with SEID Trust: To rehabilitate children with disabilities especially intellectual and multiple disabilities into mainstream society and to facilitate activities directed towards ensuring the rights of such children, Robi Axiata Limited, countrys largest telecom service provider joined its hands with SEID (Special Education for Intellectually Disabled) Trust, a non- governmental voluntary organization Mr. Javed Tariq, Head of Corporate Affairs of Robi Axiata Limited handed over a cheque to Ms. Dilara Satter Mitu, Director of SEID Trust at a simple occasion. Robi Axiata Limited has always been providing support to the distress group of the society in improving their living conditions. In this regard, Mr. Tariq said We value the d evelopment of the underprivileged children of Bangladesh particularly in their basic education and development of the young minds of the country. Thus, Robi Axiata Limited believes these disable children could able to contribute to the society in near future SEID Trust has been carrying out their activities since 2003 and their activities for the distressed & uncared disable children is praise worthy. In conjunction with some internationally acclaimed NGOs like Action Aid Bangladesh & Lodge Scotia Penang, Malaysia etc. also got involved in sustaining their activities for disable children of Bangladesh. Under Corporate Social Responsibility, Robi Axiata Limited is always committed to the society and devoted to the development of many social interests throughout greater Bangladesh.

RobiContribution for BRACs Education Programme:

Robi Axiata Limited, countrys one of the largest cell phone operators assisted in publishing the book titled Nana Desher Nana Manush under the nonformal and continuing education program conducted by Bangladesh Rural Advancement Committee (BRAC). The cheque was handed over to The Book Group, the authorized publisher, Mr. Syed Nazmul Abdal, Executive Director of The Book Group. With this financial aid, about 10000 copies of informative children books will be published for non-formal schools run by BRAC Robi Axiata Limited intends to be associated with the contributions toward sustainable development of the community through its Corporate Social Responsibility (CSR) activities. This contribution ensures Robi Axiata Limiteds active participation in education program , which is one of the core values of Robi Axiata Limiteds CSR.

Chapter Four
CONSTRAINTS/CHALLENGES AND PROPOSED COURSE OF ACTION FOR IMPROVEMENT

4.1 Identified/observed in the organization

SWOT Analysis:

4.2 Academic preparation:

I was unfamiliar about with various types of accounts such as DPS because it was not highlighted in my previous academic curriculums. I was not familiar to various softwares such as clearing software. I was benefited through university curriculums. I have improved my confidence by presentation.

4.3 Missing knowledge and Skills:

In Accounting and Finance major we choose 10 subjects from a number of subjects. So, some subjects are not taken during academic program. The concept of those subjects were missing during my internship program that may be useful to me.

Chapter Two