King Fisher Case Study
Essay by adeel koreja • March 4, 2016 • Case Study • 16,619 Words (67 Pages) • 1,246 Views
An Internship Report
On
‘A Case Study of Customer Service’
[pic 2]
Conducted on behalf of Warid Telecom Ltd. (Franchise)
Johnson Road, Dhaka
Prepared For:
Prof. Dr. Syed Masud Husain
Dean,
School of Business Studies
Southeast University
Prepared By:
Rokeya Majumdar
ID: 2008210004035
MBA, 1st Batch
Southeast University
Letter of Transmittal
Dec 14, 2009
Prof. Dr. Syed Masud Husain
Dean,
School of Business Studies
Southeast University
Dhaka, Bangladesh
Dear Sir,
As students of MBA I have to submit a report on “A Case Study Of Customer Service.” I had tried my best to prepare the essay, which hopefully will satisfy you.
It was a great experience and disclosure of a successful work achievement. I would like to mention that I am extremely grateful to you for your valuable guidance, incessant effort for me, which provide me the opportunity to prepare the essay.
I will be pleased to answer any query you consider necessary and when needed.
Sincerely,
Rokeya Majumdar
ID no. 2008210004035
1st Batch, MBA
DECLERATION
I am Rokeya Majumdar, ID no-2008210004035, 1st Batch, MBA, hereby declaring that this internship report on “Customer Satisfaction & Customer Relationship Management of Warid Telecom” has been prepared by me which is a partial requirement of MBA program.
Rokeya Majumdar
ID no-2008210004035
1st Batch, MBA
Southeast University
ACKNOWLEDGEMENT
I would like to express my feeling and great attachment with my heartiest gratitude to the most honorable supervisor Prof. Dr. Syed Masud Husain, Dean, School of Business SEU, for his great cooperation and to kindly assigning such a valuable and important assignment which I will always remember gratefully.
More over I am paying our gratitude to Almighty “Allah” who give me the brilliant opportunity to complete this report successfully with good health and sound mind.
I desire and hope that this assignment will certainly help me to know about the departmentalization of Warid Telecom Ltd.
Table of Contents[pic 3]
No. | Topic | Page No. |
1. | Introduction and Background | 1 |
1.1 | Mission of Warid Telecom | 4 |
1.2 | Vision of Warid Telecom | 4 |
1.3 | Objective of Warid Telecom | 4 |
1.4 | Policies of Warid Telecom | 5 |
1.5 | Goal | 5 |
1.6 | The Warid New Look | 5 |
1.7 | Competitors | 5 |
1.8 | Strategy of Warid Telecom | 6 |
2. | Research Methodology | 7 |
2.1 | Origin of the Report | 8 |
2.2 | Objectives of the Study | 8 |
2.3 | Significance | 8 |
2.4 | Scope of the Study | 9 |
2.5 | Methodology | 9 |
2.5.1 | Data collection | 9 |
2.5.2 | Source of Secondary Data | 9 |
2.5.3 | Data Processing and Analysis | 9 |
2.6 | Limitations | 9 |
3. | Business Structure and Strategy | 11 |
3.1 | Warid Telecom Team | 12 |
3.2 | Organizational Structure (Organizational Chart) | 15 |
3.3 | Organizational Departmentalization | 16 |
4. | Services | 17 |
4.1 | Company Service | 18 |
4.2 | Service for Rural People | 18 |
4.3 | Subscriber | 20 |
4.4 | GSM Features | 22 |
4.5 | Additional Features | 23 |
4.6 | International Roaming | 23 |
4.7 | Billing Formal and Credit Policy | 25 |
4.8 | New Value Added Service | 27 |
5. | SWOT Analysis | 31 |
5.1 | In Depth. SWOT Analysis | 32 |
5.2 | Competitive Strategy and Competitive Analysis | 33 |
5.3 | PEST Analysis | 33 |
6. | Product Offering | 36 |
6.1 | Zem Prepaid | 37 |
6.1.A | Voice Related Zem Prepaid Service | 37 |
6.1.B | Calling Plans | 38 |
6.2 | Zahi Postpaid | 42 |
6.2.A | Calling Plans | 43 |
7. | Communication And Survey | 44 |
7.1 | Coverage of Warid Telecom Ltd. | 45 |
7.2 | Customer Satisfaction Factors of Warid Telecom | 45 |
7.3 | Conducting a Survey on Customer Satisfaction | 45 |
7.4 | Analysis of the Result | 46 |
7.5 | Survey | 46 |
7.6 | Analysis | 46 |
8. | Findings, Recommendations & Conclusion | 47 |
9. | Glossary | 49 |
10. | Bibliography | 54 |
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