Financial Performance Evaluation Of Grameen phone Ltd

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Financial Performance Evaluation Of Grameen phone Ltd

ORGANIZATIONAL PART Organization History The concept of mobile telephony became largely familiar and phenomenal in Bangladesh in the early 90. The government of Bangladesh awarded Grameenphone a nationwide digital cellular license on November 1996. Grameenphone has been established by a consortium involving Grameen Telecom of Bangladesh, an affiliate of the world famous Grameen Bank.


Telenor AS, Corporation,

the

main

Norwegian

Telecommunication

Company

Marubeni

one the largest trading and investment companies in Japan; and Gonofone Development Corporation, a telecommunication development company in the United States. Besides these shareholder or ownership, GP’s other investors are;    

Norwegian Agency for Development Co-Operation Common Wealth Corporation International Financial Corporation International Development Bank

Grameenphone launched services in Bangladesh on 26 March 1997 with 72 employees. It has taken lease of Railway fiber optics on September ’97 for 20 years. In February 2000 Grameenphone received GSM Community Award from GSM World Congress, France and in June 2000, Grameenphone started service in all 6 divisional towns. Name and location Grameenphone corporate office is located at GP HOUSE, Bashundhara, Baridhara, Dhaka – 1229. Client : Grameen Phone Site Area : 86,400 sft


Built up Area: 6,20,000 sft Project Status: Design competition In consideration of the site being situated in a predominantly residential/ institutional area and in further consideration of the GRAMEEN PHONE's image as a people oriented service organization, the corporate image of its dedication to people had to be reflected in the architecture and accessibility to the customer. The design concept hinges upon a Holistic Design Principle, integrating time-tested models of Vernacular Architecture design lessons and materials with mainstream modernity of environment friendliness of Green Architecture embodying Clean Development Mechanism (CDM), with Intelligent Building Operation and Management systems, and above all with accommodation of functions innovative in use-friendly manner, efficiently and cost effectively. The core features are naturally ventilated and day lighted spaces; shaded openings, shared courtyards, familiar non-intimidating forms with durable and familiar materials and Nature's elemental resources like greenery water and texture. The outcome is spaces allowing easy access, fellowship atmosphere, physical comfort, practicality and visual contact to outside. A subconscious feel of seasonal changes contributes to well being and is perceptible in through subtle variations in the interiors in the temperature, wind conditions, flora and ambient environment.

The Ministry of post and Telecommunication of the Government of Bangladesh offered Grameenphone a nationwide digital cellular license on November 28, 1996. Grameenphone launched its services in Bangladesh on 26 March 1997, the Independence Day of Bangladesh. It has taken lease of railway fiber optics on September 1997 for 20 years. The service of the company is spread in all over Bangladesh and in 49 foreign countries through 127 international roaming partner operators. Objective:


Grameenphone Ltd. has a duel objective to receive an economic return on its investments and to contribute to the economic development of Bangladesh through telecommunication. This is why Grameenphone, in collaboration with Grameen Bank and Grameen Telecom, is aiming to place one phone in each village to contribute significantly to the economic benefit of the poor. Strategy: The basic strategy of Grameenphone Ltd. is for the overall coverage of both urban and rural areas. It builds continues coverage, cell after cell, with an intention to bring the whole country under its network. Though the priority of the intensity of coverage varies from area to area, the basic strategy of cell-to-cell coverage is applied through the whole country. Presently it has network coverage in 57 districts around the country including all six divisional headquarters, with 749 base stations in operation. Achievements: As a telecommunication service provider Grameenphone Ltd. plays a very important role in the economic development of Bangladesh. National Board of Revenue (NBR), Ministry of Post and Telecommunication, Bangladesh Telephone and telegraph Board (BTTB) and Bangladesh Railway (BR) are Government bodies that are directly or indirectly benefited by Grameenphone Ltd. By bringing electronic connectivity to rural Bangladesh, Grameenphone is brining the digital revolution to the doorsteps of the poor and unconnected. Grameen bank borrowers are engaged in a business by providing valuable phone service to their fellow villagers. For them mobile phone is a weapon against poverty. The growth trend of the number of subscribers of Grameenphone Ltd. is a unique example in the telecommunication field in Bangladesh. The total number of GP subscribers at present is 1,512,311 which is more than one million. This is really a fabulous achievement in such a short period of business history. 2.2 Shareholders of Grameenphone


Grameenphone was born in 1996 with four shareholders from different places of the world – Bangladesh, Norway, Japan, and the United States. With majority of shares owned by Telenor (51%) and Grameen Telecom (35%), Telenor itself (Fig2) controls the management of GP. Shareholder of GP (2004)

9.5%

4.5% Telenor Grameen Telecom Marubeni Corp. 51%

35%

Gonophone Dev . Corp.

Figure 1: Shareholders of Grameenphone (2004 and before) In 2005, the two major shareholders bought the 14% share from Marubeni and Gonofone; the current shareholding position is now as follows: Shareholder of GP (2005)

38%

Telenor Grameen Telecom

62%

Figure 2: Shareholders of Grameenphone Telenor


It owns 62% of GP, is the state-owned telecommunication company in Norway operating since 1885. It is amongst the oldest, most sophisticated, and diversified telecom companies in the world. The company has a long history of successful cooperation with other operators and governments in and out of Norway. Telenor's home base, Norway, has the highest density of mobile phones in the world and one of the most competitive markets in the field. Telenor has been playing a pioneering role in the development of GSM, one the latest and most successful versions of cellular technologies. Grameen Telecom The second largest shareholder owning 38% of GP, has been established by Grameen Bank, which believes that a lack of communication facilities in the rural areas is one of the major obstacles to rapid economic development in the rural areas of Bangladesh. Grameen Telecom's deep understanding of the people and culture of Bangladesh helps GP to build up convenient and cost-effective communication facilities in the rural areas, which in turn, create more jobs and open up business opportunities there. 2.3 Grameenphone’s Vision At the very beginning Grameenphone believes: ďƒź A clearly defined statement is necessary to achieve the future goals of the company, as well as align regular activities to it. ďƒź To set new vision for the affiliates so that people work hard to achieve it. The vision of GP has been revised during the year 2005, and it goes as follows: We are here to help The new vision clearly focuses on customer satisfaction. We will some evidence of the recent activities of GP that were clearly guided by this vision statement. The previous visions of the company were set to meet the necessity of short period. The visions on which GP worked earlier are: 1) 2003-2004: Ideas that simplify.


2)

1997-2002: To be the leading provider of telecommunication services all over Bangladesh with satisfied customers and shareholder, and enthusiastic employees. Accordingly a standard set of goals i.e., the broader level of objectives and approaches could be determined to accomplish the vision. Its values: •

Make it easy

Be inspiring

Keep promises

Be respectful

Grameenphone’s Mission GP’s mission is divided in five parts. These are: The purpose Grameenphone has a dual purpose: to receive an economic return on its investments and to contribute to the economic development of Bangladesh where telecommunications can playa critical role. The Strategy Grameenphone’s basic strategy is coverage of both urban and rural areas. Grameenphone builds continuous coverage, cell after cell. While the intensity of coverage may vary from area to area depending on market conditions, the basic strategy of cell-to-cell coverage is applied throughout Grameenphone’s network. The Technology Grameenphone’s Global System for Mobile or GSM technology is the most widely accepted digital system in the world, currently used by over 1.3 billion people in some 150 countries.


GSM brings the most advanced developments in cellular technology at a reasonable cost by spurring severe competition among manufactures and driving down the const of equipment. Thus consumers get the best for the least. The People The people of Grameenphone are young, dedicated and energetic. All employees are well educated at home or abroad, with an even distribution of males and females and social groups in Bangladesh. They know in their hearts that Grameenphone is more than phones. This sense of purpose gives them the dedication and the drive, producing the biggest coverage and subscriberbase in the country. Grameenphone provides equal employment opportunities and recognizes the talents and energy of its employees. The Service Grameenphone believes in service that leads to good business development. Telephony helps people work together, raising their productivity. This gain in productivity is development, which in turn enables them to afford a telephone service, generating good business. Thus development and business go together. The Technology Grameenphone’s Global System for Mobile or GSM technology is the most widely accepted digital system in the world, currently used by over 1.3 billion people in some 150 countries. GSM brings the most advanced developments in cellular technology at a reasonable cost by spurring severe competition among manufactures and driving down the const of equipment. Thus consumers get the best for the least. Human Resources Employees are the heart of Grameenphone. The vision statements of GP during the period 1997-2002, employees were clearly one the key importance area. Though the vision has changed over the years, the focus has never been. HR (Human Resources) polices have undergone several changes over the years to meet the demand of the time.


Type of Employee GP has employees of different status to meet its need. These types are discussed below: 1)

Permanent Employee: Some employees join GP Permanent employees; all of them must work for 6 months’ ‘probationary’ period. After successfully completing that, an individual is given the ‘Permanent’ status. There are may be some exception to this. Permanent employees are entitled to all benefits of the company including Provident fund, group insurance policy, discount on different shops/facilities/diagnostic centers/hospitals, free mobile phone handset & connection, and free talk time up to BDT 3,000/5,000/10,000, two employee quota phone connection, free transport, festival bonus, performance bonus etc. Permanent employees can participate in different local and foreign exclusive training.

2)

Contractual Employee: An employee who has been recruited for a specific period of time for performing specific job. Usually, the period should not be more than one year. Under special circumstance, however, such period may be extended upon than approval of HR Division. A contractual employee may be employed as a Permanent employee based on his/her performance, vacancy, and recommendation of the current manager.

3)

4)

Part-time Employee: These employees work on shift basis. Customer Management Division (CMD) of GP usually employees for the call-center. They are paid on hourly rate. Consultants: Consultants are hired mostly from foreign countries. They are usually experts in particular areas, and are given a certain assignment which may last 1-3 years. Upon completion of the assignment, they return. These employees enjoy quite high remuneration and other facilities.


Employee Growth GP has grown tremendously in terms of no. of employees. Starting with 160 employees in 1997, 1280 permanent employees work in GP now at 2005. On the average GP maintained 20% growth over the year (Fig1). Employee

Employees of GrameenPhone

1200 1000

68%

800 600

41% 17%

2002

2001

2000

1999

1998

0

1997

200

20%

21%

2005

26%

24%

2004

400

2003

No. of Empoyees

1400

100% 90% 80% 70% 60% 50% 40% 27%30% 20% 10% 0%

Employee Growth

Growth%

Year

Figure 3: Employee Growth of GP1 The largest growth GP enjoyed was in the year 1999-2000 when it launched Easy Prepaid connection. There are 3000+ contractual employees as well. HR policy GP has a clear and well defined HR policy. The policy undergoes through modification every year based of HR research and employee feedback. The HR policy is easily accessible to all employees over intranet.

1

Source: Annual Report of GP. Also see Appendix for chart.


Internal Value Creation Starting in the year 2003, all Telenor affiliates, including GP, arranges a HR survey; this is known as IVC or Internal Value Creation. IVC attempts to seek employees’ feelings, satisfaction, complaints, and provides section/department/division/affiliate specific feedback. So far IVC has been working as a very effective tool to set HR specific changes, they way managers work, the way employees take the challenges and respond. The best of it is that IVC has been able to convert more and more employees as motivated. Training GP arranges training both in local and foreign location. The trainings are clearly triggered by the skills to be acquired to perform existing technical jobs and new assignments. More than 50% of all the employees enjoy at least one training every year. GP encourages employees to go to training to improve their day to day communication skills. Telenor Leadership Development Program (TLDP) Telenor Leadership Development Program or TLDP is a unique program under taken by Telenor itself. Managers and employees working in different affiliates of Telenor groups have skills to lead at level of the Telenor Group itself. TLDP creates a set of specific areas according to which all employees are guided.


Figure 4: Core Features of TLDP This scheme ensures the company values and leadership ideas are passed to all level of employees. This will enhance the possibility of birth of a new leader in Telenor. 2.4 Organization Chart Grameenphone Ltd. has a nine-member management team leaded by the Managing Director. There are one Deputy Managing Director and seven Directors in the team as well. These eight persons represent eight different divisions of GP (See Appendix C for the chart). These divisions are: 1) 2) 3) 4) 5) 6)

Deputy Managing Director’s Division Technical Division Marketing Division Information Technology Division Sales and Distribution Division Finance Division


7) Human Resource Division 8) Corporate Affairs Division GP Organogram

CEO Anders Jensen

Special Initiatives*

Senior Assistant to CEO TBA

CHQ Petter Russ

Public Relations Syed Yamin Bakht

Financial Services Delwar Hossain Azad Cost Efficiency Stein Naevdal

Human Resources Emad Ul Ameen

Climate Strategy N K A Mobin

Corporate Affairs Khalid Hasan

Finance Md. Arif Al Islam

Networks Md. Shafiqul Islam

Information Technology Frode Stoldal

Director Financial Management Raihan Shamsi

* Will evolve over time with projects/initiatives added and terminated

Sales Laszlo Barta

Marketing Rubaba Dowla

Customer Service Arnfinn Groven

Company Secretary Raihan Shamsi

Internal Audit Farhad Ahmad


Public Relations Division Syed Yamin Bakht

Corporate Social Responsibility Shuvashish P. Barua

Scope of work Tactical/Strategic CSR initiatives Key partnership management (donors, NGOs, partners, etc.) Assessment/evaluation of initiatives

Corporate Communications Sayed Talat Kamal (Acting)

Scope of work Reputation Management External Public Relations Media Relations Internal Communication


Human Resources Division Emad Ul Ameen

Coordination Nazika M. Imam Resourcing & Employer Branding, Rizwan H Quraishi Scope of work HR Planning and staffing Talent sourcing Promotion/Career progression Organization alignment Employer Branding Internship/industri al program

HR Operations, Abdus Salam Bhuiyan Scope of work HR Policy Framework HR Services HR information systems Employee Relations Payroll & Pension Management Compensation & employee Retention Ethics & Compliance (Code of Conduct)

HR Development, Shahriar Akbar Chowdhury Scope of work Telenor Development Process Performance Management Process Internal Value Creation Talent Management Succession Planning Training & development

initiatives Organizational Human vision & Resources values Division Emad Ul Ameen

Coordination Nazika M. Imam Resourcing & Employer Branding, Rizwan H Quraishi Scope of work HR Planning and staffing Talent sourcing Promotion/Career progression Organization alignment Employer Branding Internship/industri al program

HR Operations, Abdus Salam Bhuiyan Scope of work HR Policy Framework HR Services HR information systems Employee Relations Payroll & Pension Management Compensation & employee Retention Ethics & Compliance (Code of Conduct)

Business Control*

Scope of work Telenor Development Process Performance Management Process Internal Value Creation Talent Management Succession Planning Training & initiatives Organizational vision & values

Scope of work In-House medical consultancy Executive Health check up Health, Hygiene & Safety Awareness HSE audit Maintain OSH system GP Day Care Center Social awareness in regards to health and safety

Administration, M Mahtab Ali Scope of work Office management Outsourced staff management Renovation and maintenance Estate management Power assurance Transport management Security operations Risk management

Business Control*

HR Development, Shahriar Akbar Chowdhury

development

Health Safety & Environment, Dr. Mohammad Shahnawaz

Health Safety & Environment, Dr. Mohammad Shahnawaz Scope of work In-House medical consultancy Executive Health check up Health, Hygiene & Safety Awareness HSE audit Maintain OSH system GP Day Care Center Social awareness in regards to health and safety

Administration, M Mahtab Ali Scope of work Office management Outsourced staff management Renovation and maintenance Estate management Power assurance Transport management Security operations Risk management


Corporate Affairs Division Khalid Hasan

Coordination Tabassum Kareem

Regulatory Saiful Alam Scope of work Regulatory approvals License acquisitions/ renewals Database of stakeholders in BTRC/ other licensees All regulatory bodies affecting GP’s business International liaison with bodies having influence on regulatory sectors Regulatory events

Government Relations Mamun Hashmee Scope of work Database of stakeholders in public and private sectors Government approvals Lobbying Engagement matrix for stakeholders Legal Interception GR events

Business Control* TBA

Legal & Compliance TBA Scope of work Court litigation and arbitration Legal opinion and vetting Liaison with external lawyers Drafting and vetting correspondence, Contracts and Other instruments Seminar / workshops / training for other Divisions on L&C Compliance & legal audit IPR protection IPO issues

Inter-Connection Imtiaz Shafiq Scope of work Interconnection Collocation Infrastructure sharing Inter-operator disputes SLAs for Quality of Service Timely payments to/from interconnected licensees Adequate capacity and maintenance of Submarine cable and satellite connectivity Cost optimization of interconnect/infrastructure resources

Regulatory Planning Md. Aslam Hayat Scope of work Ongoing and future regulatory challenges Research on challenges Risk register Comparative study of developed, developing and comparable markets Proactive regulatory strategy


Finance Finance Division Division Md. Md. Arif Arif Al Al Islam Islam Co-ordination Co-ordination Ahmed Ahmed Iftekhar Iftekhar

Financial Financial Management Management Raihan Raihan Shamsi Shamsi Scope of work: Reporting : Own the process of Financials reporting both Group and local. Accounting : Ensure accounting compliance in line with standard principles & group policies, Revenue Assurance & Fraud Management : Ensure roburst revenue flow without any leakages. Bad debt management and fraud management. Taxation & Fiscal Compliance: Secure compliance with the taxation and other fiscal laws and manage relationship with related authorities. Financial Planning: Steer and manage the process of Business Planning & Budgeting. Business Support & Control: Support respective divisions on financial management, planning, analysis and ensure financial control

Treasury Treasury Operation Operation Mainur Mainur Rahman Rahman Bhuiyan Bhuiyan Scope of work: Manage transaction outflow for accounts payable Compliance to all Foreign Exchange Rules and Regulations Maintain treasury operation of regions incl support to network sub centers.

Collection Collection Network Network & & Fund Fund Management Management Eirik Eirik Boerve Boerve Monsen Monsen Scope of work: Ensure efficient countrywide collection Develop and Maintain treasury policy. Efficient working capital management. Ensure required funding solutions with objectives of optimum capital structure and minimized risks

Supply Supply Chain Chain Knut Knut Kjnerrud Kjnerrud

Capital Capital Market Market Eirik Eirik Boerve Boerve Monsen Monsen

Scope of work: Support procurement function of the company with compliance and transparency. Vendor sourcing, relationship and strategy building. Logistics and Warehousing support mainly to technical and other divisions (except sales).

Scope of work: Facilitation of smooth process of public listing project. Ensure compliance to necessary rules & regulations Ensure required process of due diligence and credit ratings. Dealing with analysts and relevant stakeholders.

Financial Financial Control Control (Vacant) (Vacant) Scope of work: Investment Control : Appraise all company investments and ensure right prioritization. Internal Control: Ensure adequate internal controls are set, updated and monitored for whole company with focus on process efficiency. Transaction Control: Ensure compliance to all payments with added focus on justification of expenditure.


Networks Division Md. Shafiqul Islam

Coordinator Naushaba Haque

Planning Md. Munir Hasan

Scope of work Network planning & Optimization CAPEX planning, prioritization & efficiency Vendor management

Implementation Mushab Bin Khondker

Scope of work Site acquisition and negotiation Site design and civil works Implementation of Network and Service nodes and platforms

Operation Tanveer Mohammad

Scope of work O&M and 24x7 network monitoring & troubleshooting Service Availability Service integrity End to end service management OPEX efficiency

Business Control* Md. Amanul Haque

Quality & Performance Ekhlas Uddin Ahmed

Architecture & Strategy Md. Shahidul Islam

Scope of work Network service quality and performance Value added Services quality and performance Customer experience management Monitor life cycle of a new product and services

Scope of work Network Architecture Strategy and Synergy Cost efficiency Technology Evolution strategy Vendor strategy and Solution Benchmarking Global Coordination and synergy Projects

Fiber Lease Management A.M.M.Yahya Scope of work Lease and Sublease Contract Management BR handling and execution


Scope of work Technology alignment with business strategy Compliance- ICT act, SOX, Group Risk Assessment and periodic alignment with Telenor group. Vendor/Sourcing Strategy Investment Control & IT Audit

Architecture and Service planning Tariquzzaman K. M Scope of work Service platform and charging solution planning Design and planning OSS/BSS /Enterprise architecture

Information Technology Division Frode Stoldal

Strategy, Compliance, Risk & Cost Mgt. Imtiaz Bin Quasem

Corporate Portfolio Management Office (PMO) Bidyut Kumar Basu

Coordination Nasima Shaheen

Business Control*

Service, Software Development & Integration Wasi Noman

BSS Operations Mgt Syed Sohael Reza

Scope of work Product / Service Design, Implement Service Solution, Apps configuration& Integration Service Platform Implementation Central In house development Software Develop & BSS Customization

Scope of work Central Operations Service Mgt for BSS Service &Charging Operations Mgt Customer Service, Sales and Enterprise systems Operations mgt

Scope of work Enable prioritization & alignment Secure implementation of GP cross functional projects Maintain GP project mgt methodology, guideline and templates Develop project managers

Infrastructure Management Lutfor Rahman Scope of work Back office Operation mgt ISIT network mgt Service and support office UNIX Systems Central storage Data center & DR Operation Regional support Database Operation mgt Information Security


Sales Division Laszlo Barta HR Coordination TBD by HR

Sales Coordination Unit

Business Control*

TBD by Finance Regional Sales Laszlo Barta Acting Scope of work Ensure optimal availability of core products at maximum point of sales. Gain back and/or sustain the position of most preferred operator in the eyes of retailers (Retail Channel Mgm. objectives).

Distribution Yasir Azman Scope of work Ensure optimal availability of core products (SIM, reload) at maximum point of sales (Retail Channel Points). Manage 3rd party Distributors operation.

Retail Channel Mgm. Naser Azam Scope of work Gain back and/or sustain the position of most preferred operator in the eyes of retailers Develop Retail Channel Strategy to create appropriate in shop customer communication platform.

GP Centers Iftekhar I. Zaman

Direct Sales Laszlo Barta Acting

Scope of work Manage Grameenphone Centers as the most visible and user friendly, easily accessible, Retail Chain Shop in the country.

Scope of work Maintain proactive, regular on site customer management for highly profitable and/or strategic BS and individual clients. Explore particular communication demands and drive the in house dev. and on site delivery of adequate solutions

Mobile Devices Sarder Showkat Ali Scope of work Manage proper utilization of handset, terminals and accessories as one of the most efficient drivers of customer acquisition and retention Manage relations with device vendors.

Trade Marketing Farzana Rahman Scope of work Ensure proper development and implementation POSM and Trade Engagement activities. Execute in line with Retail Channel Management objectives to attract customers at POS level and motivate retailers towards GP.

Business Process Mgm. Muqit Ahmed


Scope of work Scope of work

Marketing Division Rubaba Dowla

Project portfolio reporting across Marketing Division Conduct project audit Appropriate type of project management support to relevant departments as and when necessary Divisional coordination

Market Communication Nawbut Ali

Scope of work Brand architecture guidelines management Overall communications and events plan for Motherbrand, and for sub-brands upon consultation with Segments Ensure proper positioning in market, mother brand Design of website, website. All ATL, BTL activity planning

Tausif Hossain

Coordination

Strategy & Planning Manzur Rahman

Business Control*

Research & Analysis

TBA

Faisal Saeed

Innovations

Segments Rubaba Dowla (Acting)

TBA

Scope of work Responsibility for “new non-core� product portfolio. Acts as a portfolio area for strategically important revenue earners (CIC, Health line, cell bazaar etc.) P&L; To support the core business for strengthening retention and social efforts in core telco To generate ROI through creation of new asset base and revenue source. Development and management of non-core products roadmap.

Strategic analysis, development of strategic alternatives, and evaluation & control of feedback Division-wide roadmap for strategic deliverables Monitor and manage segment activities in terms of alignment Administration of KPIs; IVC

Scope of work

Research and analysis relating to market and customer insight Conduct relevant surveys and intelligence to support relevant units in GP Quality assurance reporting across all customer touch points

Product Portfolio Mgt. TBA

Data & VAS Serajus Saleheen

Scope of work

Scope of work

Scope of work

Segment-wise 4P strategies P&L responsibility for all products and services Developing periodic roadmaps for products and services CRM plans for all segments with overall churn management Planning and execution of loyalty & retention of each brand; total lifecycle mgt. Pricing and forecasting; scenario planning of market offers

Development, implementation, and management of new & existing products, campaigns and services as per the approved segments roadmap. Project management related to products and service. Designing, development, and ensuring of the roaming services Quality assurance of all managed products and services

Development, deployment and management of all value-added services, including data- and Broadband/Internet-based services (fixed and mobile), as per the Segments roadmap. Development and management of content services and CPA, GP Portal, FON Market Offers Quality assurance

Customer Service Arnfinn Groven

Coordinator* Zeenat Zahir

Business Control*

Call Center Ferdous Ahmed Scope of work Customers and channel partners call at all our hotlines 121, 345, 456, 1200, 155 and 477 Outbound salesand service campaigns

Resource Management Arnfinn Groven (acting) Scope of work Forecasting and planning Monitoring and real time management Reporting, managing KPIs and Balance Scorecard IT and systems follow up

Complaint Management Bushra Faruq Scope of work Complaint handling as a 2nd line to all GP customer contact points Queries & requests handling on mails, faxes and letters Fraud Handling

Grahok Katha Online Musfeq-US Md. Saleheen Scope of work Grahok Katha Online chat line queries

Support & Development Ruhul Amin Scope of work Establish customer service process framework Training, development plans and initiatives Evolving new concepts


2.5 Products and Services of Grameenphone Ltd.: Telephone sector is a service-oriented sector. Grameenphone offered various types of new and innovative telephone services to both the urban and rural people of Bangladesh during the last six years. The GP-GP or mobile-to-mobile service, the EASY and EASY Gold pre-paid service, GP smile, the village phone program are among its largest innovations.

Besides these largest ones Grameenphone also introduced a number of value added services like; •

The news update service,

international roaming facility,

Voice Mail Service,

Text Mail Service,

fax and data transmission services, Wireless Application Protocol (WAP service etc.

The company is the pioneer in most of its services. Handsets or the phone-set and the SIM Cards are the only physical products provided by the company. Grameenphone as able to reach telephones in many remote areas of the country and connects those areas with the foreign countries. The prime services provided by Grameenphone are broadly categorized in the three types- the post-paid service, the pre-paid service and the village phone program. Prepaid: Subscribers pay before they use the service. There is no monthly fee for prepaid user. But the call rate is usually high. Postpaid: Subscribers pay at the end of the month for the service they use. There is a fixed monthly; but the call rate is restively low.


GP-GP National: Grameenphone introduced the GP-GP or mobile-to-mobile service in June 1998. Faced with limited interconnection channels with the fixed-line telephones of Bangladesh Telegraph and Telephone Board, the company took the step of lunching a very new concept in the country, the mobile-to-mobile service. This service went on to become a very successful product and now accounts for over 156,500 subscribers. GP-GP national connects to all Grameenphone mobile and to other mobile, subject to interconnection agreement with other mobile operators, within Grameenphone’s coverage aria. This product has a credit limit of Tk. 1000 on airtime usage without any security deposit. There is no incoming charge.

GP Regular:

GP regular is another addition of post-paid products of Grameenphone. This phone can connect all mobiles within the home zone and all GP mobiles throughout GP’s coverage area as well as all BTTB fixed line telephone connections. It has National Roaming facility.

The GP-GP post-paid service holders that are both GP Regular and GP-GP National subscribers enjoy a number of GSM Features and Value Added Services:

The GSM Features: Grameenphone subscribers enjoy the following GSM features without bearing any additional costs: i) Caller ID: Display of the phone number of an incoming call in your handset before the call is answered. ii) Call Waiting:


While talking to the first caller, you will hear a special tone informing you about the second call on the line. At that moment you can put the first caller on hold and talk to the second caller. iii) Call Conference: Receiving calls from multiple callers can be supplemented by joining these multiple callers to enable them to talk to each other. You will be able to communicate with a group consisting of maximum five callers. This feature depends on handsets. iv) Call Divert: Call Divert lets you redirect or re-route your call to another Grameenphone mobile or any other fixed (if you have BTTB connectivity) or mobile phone. v) Call Barring: It enables you to restrict certain types of calls to be made from your mobile. This feature is especially important for security purposes. The Value Added Services: The following additional services are available upon request: (ii)      

Voice Mail Service (VMS): VMS is a unique answering machine. It provides clients with a personal electronic mail box in GP’s voice mail center. It records your personalized greetings as well as stores your incoming voice messages. It records incoming voice messages if you are Outside GP’s coverage area or Busy or Simply switched off your mobile. It provides 24-hour automatic secretarial service Make you available to your calling party anytime.

(ii) Short Message Service (SMS):


 SMS in your mobile acts like an advanced pager.  You can send and receive text messages of up to 160 characters, directly, from one GP mobile to another GP mobile. (iii) Fax and Data Service (currently available only to corporate clients):

You can use your mobile Phone attached to a computer to send faxes or transfer data.

No need to have connection with a fixed line.

You can use this service even when you are on the move within GP’s coverage area.

(iv) Wireless Application Protocol (WAP) Service:

WAP provides easy, secure access to the Internet in text format through the mobile phone within the GP coverage area. Pre-Paid Service: Grameenphone became the first mobile phone operator in the country to introduce the pre-paid service in the field of mobile phone in September 1999. The company named the service “EASY” pre-paid service”. This product was offered in March 2000. At present the number of GP pre-paid subscribers is 1,240,000. Introduction of Grameenphone’s new EASY Pre-Paid Service is another development of mobile telephony in Bangladesh. EASY have National Roaming facility and a flat airtime charge of Tk. 6 per minute and no incoming charge. It’s very economic. It frees the subscriber from the hassles of paying bills, security deposits and line rents. But it contains nearly all services available in other GP products. To start with, subscribers have to buy the EASY Starter Kit that


contains a pre-activated SIM card and a handset. A Green EASY card worth of Tk. 300 is provided free with The Starter kit. EASY features:           

No monthly bills Flat rate of Tk. 6 per minute. No security deposits No incoming charge No monthly access fees No waiting for activation Instant connection EASY Voice Mail Service, free of monthly rents EASY cards of four different colors with four different values. National roaming facility GSM features like caller ID and call divert to Voice Mail Service. Village Phone – Mobile phone for the poor Village Phone Program began from a social commitment made by the shareholders of Grameenphone that "good development is good business". The program is implemented by Grameen Telecom (GTC) in cooperation with Grameen Bank, the internationally renowned micro- credit lending institution. The program facilitates women borrowers of Grameen Bank to the GSM technology through the village phones. They become effectively mobile public call offices. This not only provides rural poor with new, exciting income-generating opportunities, but it also helps to enhance the social status of women from poor rural households. It allows the rural poor who cannot afford to become a regular subscriber, to avail of the service with loans from Grameen Bank. The loan usually is for BDT 12,000 and pays for a handset, the subscription and incidental expenses. The VP operator receives training from GTC about mode of operation, user charges etc. Initiated in 1997, the VP Program has continued to grow at a robust pace over the years. As of August 2005, there are more than 165,000 VP subscribers. The average revenue per


user (ARPU) of VP subscribers is double that of the average GP business user. The revenue growth has been significant over the years. Beginning with BDT 0.53 million in 1997, the figure has risen to BDT 1,114 million in 2002 and to BDT 2,070 million at the end of 2003. Coverage Grameenphone has created the record of launching 2100 BTS (Base Stations) in the year 2005 (Fig8). Now 90% population of Bangladesh is under the coverage of Grameenphone’s mobile network (See Appendix E). No. of BTS

No. of BTS owned by GP 4000

3539

3500 3000 BTS

2500 2000 1400

1500 1000 500

412

500

2001

2002

680

0 2003 Year

2004

2005

Figure 3: BTS owned by GP 2.6 SWOT ANALYSIS Strengths and weaknesses are the micro environmental factors influencing a business, which are within the organization. Opportunities and threats are the micro environmental factors that influence all the firms in the industry. They are present in the whole industry.


The SWOT analysis elements that are related financial performance of GP are given below: strength

2) 3) 4) 5) 6) 7)

1) Good Owner Structure. Availability of Backbone Network (Optical Fiber). Financial Soundness. Market Leader. Brand Name/ Grameenphone Image. Largest Geographical Coverage. Access to the widest rural distribution network through Grameen Bank.

Weaknesses 8) Different departments not working together. 9) Poor interconnection with BTTB. 10) Not good enough public relation. 11) Sometimes a tendency to be arrogant. 12) Complicated high pricing structure. 13) Network problem. 14) Line disconnection’s without any information.

15) No long term Distribution/Channel Strategy.

Opportunities: 16) Economic growth of Bangladesh. 17) New and better interconnect Agreement. 18) Huge need for telecom services. 19) Increased intentional activities in Bangladesh. 20) Declining prices for both the handsets and SIM card. 21) Future privatization of the fixed network. 22) New International gateway. 23) Demand for the inter-city communication. 24) Growth in other operator will give more connection.

Threats 25) More rigid Government regulation. 26) More influence of competitors on the fixed network.


27) Change of government might lead to competitors having more clout. 28) Devaluation of BDT. 29) Sabotage of installation.

30) Risk of fire Installations. 31) Price war

in

the

GP’s

PROJECT PART 3.1 Telecom Industry in Bangladesh

Background Since the introduction of mobile phones in August 1993, the telecom industry in Bangladesh has undergone dramatic changes for the last 8 years. The potential growth of the telecom industry in Bangladesh is very prospective due to the country’s large population and relatively a small number of phones. History Competition in the cellular industry has increased among the operators and now a day’s customer has more alternatives. As a result of this, start up prices has gone down and, eventually market penetration in all possible segments has become possible. Huge demand, a combination of competitive markets, private ownership and foreign investment has created an environment for rapid growth in the cellular industry in Bangladesh. Although the demand of the mobile phone is very high, some of the constraining factors have hampered the industry’s growth. The main obstacle to the growth of this industry is insufficient interconnection with BTTB. Many potential clients are being discouraged to subscribe mobile phone due to this reason.


The growth in the cellular industry is contributing very positively in the local economy. Lot of job opportunities has been created for the country where thousands of people are jobless. Moreover, cellular network all over the country has built a basic communication infrastructure for the country, which will definitely attract the FDI in the country. .3.2 Bangladesh Telecommunication Regulatory Commission (BTRC) Background Bangladesh Telecommunication Regulatory Commission (BTRC) is an independent Commission established under the Bangladesh Telecommunication Act, 2001 (Act no. 18 of 2001). BTRC effectively controls telecom regulatory activities e.g. offer new license to companies, control signaling, assign numbers etc. Vision To facilitate affordable telecommunication services of acceptable quality for all regardless of their location. Mission  Increase the telephone density to at least 10 telephones per 100 inhabitants by 2010.  Establish a phone in every village by 2006.  Promote ICT applications to support socio economic development.  Create an enabling environment and customer choice for ICT services.  Encourage joint Public-Private cooperation in ICT development. Encourage ICT applications, which stimulate poverty reduction. 3.3 Mobile Operators At present there are five mobile operators in Bangladesh i.e. Pacific Bangladesh, the analog cellular operator, Grameenphone (launched its GSM services in the second quarter of 1997), TMIB (launched its services in the summer of 1997), Sheba Telecom (launched its services in the middle of 1998, now branded as BanglaLink), and TeleTalk (govt. owned, launched in 2005). A sixth operator named Warid Telecom Ltd. has just got permission to launch their services in Bangladesh.


CityCell

CityCell is the only CDMA and the oldest mobile operator in Bangladesh. In 1989, Bangladesh Telecom Limited (BTL) was awarded a license to operate cellular, paging, and other wireless communication networks. Hutchison Bangladesh Telecom Limited (HBTL) was incorporated in Bangladesh as a joint venture between BTL and Hutchison Telecommunications (Bangladesh) Limited. In Dec-93, Pacific Motors Limited acquired the entire 50% share holding of HBTL, and in 1996 launched the brand name “CityCell Digital�. Aktel TM International (Bangladesh) Limited (TMIB) started its commercial operation on November 15, 1997as a joint venture company of Telecom Malaysia Sdn. Bhd. of Malaysia and A. K. Khan & Company Ltd. of Bangladesh. TMIB started its operation in Chittagong in March 26, 1998. TMIB uses the Global System for mobile (GSM) communications as the digital cellular system and an integrated and fully computerized Customer Care Billing System (CCBS), which supports virtually all subscriber-related functions.

Banglalink Banglalink is new brand name of Shebaworld (019), which has been providing Global Service of Mobile (GSM) in the country since 1998. Orascom Telecom bought 100% share of Sheba Telecom and gave its new name as BanglaLink aiming to provide quality service in Bangladesh.

Teletalk Teletalk is the govt. owned mobile establishment. The people of Bangladesh have been waiting for several years for its arrival. At last, it launched its service in 2005. Teletalk offers lower tariff rate; the coverage of Teletalk is not much vast yet, but they are expanding.


Warid Telecom Warid Telecom is the last entry in the mobile communication market of Bangladesh. BTRC awarded to the sixth license in an open bid to Dhabi Group of Dubai in the end of 2005 for a one time license fee of USD 50M, and revenue sharing 1% every year. Dhabi Group has their mobile establishment in other countries as well.

3.4 Procedures and Major Financial activities of Grameenphone Introduction Grameenphone has well defined procedure and activities that it follows. Top management activate some of these, some are external bodies. Corporate Governance Good Corporate Governance practices are a hallmark of a successful and efficient company. Grameenphone has also implemented internationally accepted Corporate Governance standards in its day-to-day operations. Some areas of Corporate Governance specifically address financial areas. These are: 1) Treasury Committee 2) Control environment in Grameenphone. A) B) C) D) E) F) G) H) I)

Business plan and budget Financial reporting Management of assets Internal control Statutory audit Sarbanes Oxley compliance Compliance with rules and regulations of the country. Internal audit Codes of conduct


J) Internal value creation K) Financial Statement Compliance GrameenPhone Ltd. operates in an environment where external bodies need access to certain financial information. GP follows well-accepted guidelines for them. And being an affiliate of Telenor Group, some other standards apply to GP. The following table shows the financial standards. Table 1: Financial Statement Standards of GP   IFRS International Financial Reporting Standard(s) GAAP US GAAP

Generally Accepted Accounting Principles US Generally Accepted Accounting Principles

BAS

Bangladesh Accounting Standards

Sarbanes-Oxley Act (SOA) The U.S. federal Sarbanes-Oxley Act was created to protect investors by improving the accuracy and reliability of corporate disclosures. The act came in the wake of a series of corporate financial scandals, including those affecting Enron, Tyco International, and WorldCom (now MCI). 3.5 Mode of Payment  Automation of payment •

Transfer rent directly to the respective HO’s AC o Through Citi Directory

 Manual checks •

Issue request letter towards Banks for DD & PO. o Send drafts to GP

 Cash payment


Only in case of new agreement (on request)

Description of function Step-1: •

Receive agreement from SA.

Step-2: •

Check signature & Supporting documents.

Step-3: •

Maintain excel sheet and prepare vouchers.

Step-4: •

Process payment including invoice creation into ERP.

Step-5: •

Get approval from Financial Control.

Step-6: •

Give payment entry and send to higher level for final approval.

Step-07: •

Send to Bank either through letter/Citi directory.

Step-08: •

Update project wise information in DFF module.

Area of Function


BTS Electricity bills Payment 1,600 bills in every month Bill payment for each month average Tk 21Mn Bank Reconciliation for Electricity bill payment

BTS Management Unit

BTS Land Advance/Registration, Repair & Maint & AMC payment Land/ Baina registration Cost BTS Capex payment (Non PO) BTS Operation and Maintenance Cost(9,500 nos BTS) including AMC

BTS Rental Payment Monthly rent payment on average 350-400 sites Monthly payment of Tk 30 Mn. Update change of BTS information in Project module

3.6 Scenario of land capitalization cost during the year (2003, 2004, 2005, 2006, and 2007)

Grameenphone initiates mobile to mobile service in June 1998.Faced with limited interconnection channels with the fixed-line telephones of Bangladesh Telegraph and Telephone Board, the company took the step of lunching a very new concept in the country, the mobile-to-mobile service. This service went on to become a very successful product and now accounts for over huge subscribers. Grameenphone Ltd. is the market leader in the telecommunication sector in Bangladesh. After few years it started on its business, the company achieved remarkable success during those periods. With the beginning of the year 2004, the company completed its


seventh year of business. It is now able to say that it has the largest network, the widest coverage, the biggest subscriber base and more value added services. During the years 2004, 2005 and 2006, so many sites are purchased by Grameenphone. In Bangladesh, to speculate potential growth of telecommunication industries, it has established strong base transmission service all over the country. At first we focus the last five years scenario of land capitalization. These are most vital years of Grameenphone. It enlarges its network all over the country during those periods. That’s way now it is possible for Grameenphone to make strong coverage of network all over our country. In the below, the statement of land cost during the year 2003-2007 is given: YEAR Cost of land Number of sites

2003 21,139,503 54

2004 68,883,195 180

2005 587,080,069 667

2006 59,136,028 143

2007 27,448,392 28

Table 3 :Scenario of land capitalization We graphically see, the ups and downs purchasing behavior of Grameenphone.

cost of land capitalization 700,000,000 600,000,000 Land value

500,000,000 400,000,000

cost of land capitalization

300,000,000 200,000,000 100,000,000 0 2003

2004

2005 Year

Figure: 2

2006

2007


Here we observe, in the year 2003 and 2004, Grameenphone rapidly changed its purchasing behavior. In the year 2005, it goes to high. Suddenly 2007, its actions were changed, behind this, there are some reasons:  In the year 2006 and 2007, Grameenphone engaged in taking lease instead of acquire the land.  To acquire land, it takes more time to generate revenue than to take lease.  For the regular expense of rent it gets tax shield. In the below, now we notice the initial five years statement of land capitalization of Grameenphone. Table:4 Year Cost of land Number of sites

1998 1,211,46 6 6

1999 1,402,464

2000 4,831,650

2001 7,160,153

2002 17,116,630

5

14

12

21

cost of capitalization 18,000,000 16,000,000 14,000,000 values

12,000,000 10,000,000 8,000,000

cost of land

6,000,000 4,000,000 2,000,000 1998

1999

2000

2001

2002

Year

Figure:3 At the initial stage, Grameenphone acquired few sites for BTS purpose. At the first five years, it gradually increases land capitalization.


Here, now we observe the over all scenario of fixed cost (land purchase and capitalization) for the period of 1998 to 2007. Table:5 Year Num ber of sites

1998 6

1999 5

2000 14

2001 12

2002 21

2003 54

2004 180

2005 667

2006 143

2007 28

Land cost

1,211, 466

1,402 ,464

4,831 ,650

7,160 ,153

17,11 6,630

21,13 ,9,503

68,88 3,195

587, 080, 069

59,13 6,028

27,4 48,3 92

scenario of land capitalization 700,000,000

land value

600,000,000 500,000,000 400,000,000

cost of capitalization

300,000,000 200,000,000 100,000,000

19 98 19 99 20 00 20 01 20 02 20 03 20 04 20 05 20 06 20 07

-

year

Figure:4 In the figure, the over all scenario of Grameenphone land capitalization is specified. Very few sites are acquired at the preliminary stage. After four years its scenario totally changed. Growth of land capitalization From the very beginning, each and every year the growth of land capitalization has changed. But there is no consistency in their acquisition. It basically depends on company


specific decision which is basically based on company’s financial and other benefits. Like;  Tax benefit  Early revenue generation  Other barriers In order to receive these kind of benefits, Grameenphone taking lease as an alternative of purchasing land.

Table:6 Year

1998

Growth

Land value

1,211, 466

1999

2000

2001

2002

15.80 %

244.51 %

48.20 %

1,402, 464

4,831, 650

7,160, 153

2003

2004

2005

2006

2007

139.05% 23.50%

225.90 %

752.30% -90 .92%

-53 .60%

17,116, 630

68,88, 3195

587,0 80,069

27,448, 392

21,139, 503

59,136, 028

Figure:5 Here we see, in the year 2006 and 2007, the growth of land capitalization goes to negative. It gives the impression that decrease of land acquisition. 3.7 Performance Analysis Against Land Value


The entire expenditure endow with huge amount of yield. The number of subscribers depends on strong network coverage all over the country. In this way financial performance of telecommunication industries directly depend on well-built network coverage. There are mainly three indicators that can be used to measure financial performance. These are: 32) Revenue 33) EBITDA 34) Market share based on subscriber. 35) Return on capital employed Analysis of Key Performance Indicators During the year 2000-2003 At first the statement of total revenue, EBITDA, market share and return on capital employed are given in the following table of the year 2000-2003 which are considered as top level performance indicator. Table 7: Key performance indicator data for GP Year

2000

2001

2002

2003

Revenue (000’) EBITDA (000’)

3,173,057

7,319,368

11,771,424

12,962,627

7,25,137

2,069,884

4,502,020

6,969,627

Market Share (000’) ROCE (000’)

69%

69%

69%

69%

.12

.24

.35

.40


Revenue  The total revenue of GP for the year 2003 was BDT 12,962,627 Million. That of year 2002 was BDT 11,771,424 Million.  This means that GP has achieved about BDT 1,191,203 Million more revenue for the year 2003 than in 2002. In the year 2000, the total revenue was 3,173,057 million. That of the 2001, the total revenue was 7,319,368.  This means that GP has achieved about BDT 4,146,311 million more revenue for the year 2001 than in 2000.

Revenue per year 14,000,000 12,000,000

million

10,000,000 8,000,000

Change of revenue

6,000,000 4,000,000 2,000,000 0 2000

2001

2002 year

Figure:7

2003


Now we see the growth of revenue during the year 2001 to 2003.The percentage of growth were rapidly changed.

Table:8 ;Growth of revenue Year

2001

2002

2003

% of growth

130.67%

60%

10%

The year 2003 was not a good year for GP at all. Its growth of revenue was only 10%. The market share dropped to 62% from 69%. On the other hand, the year of 2001 and 2002,the growth of revenue rapidly changed.

change of revenue per year 140.00% 120.00%

million

100.00% 80.00%

Growth of revenue

60.00% 40.00% 20.00% 0.00% 2001

2002 year

Figure:9 Market Share

2003


Market share is the third and final performance indicator for GP. Though it is not a direct financial component, we need to consider it with equal importance with other factors. The rational is that mobile connectivity is a service; and a service is nothing without a customer base. The more the growth of your customer base, the more the other financial indicators look better – this is the simple formula. GP’s hold on market share at the end of the year 2004 was 69%. GP bagged 1.7 Million more customers in 2004, and the total subscriber count was 2.8 Million. This showed a 146% growth than that of 2003. The total subscriber count was 1.1 million at 2003.

GP's holding on Market share in differnet years

70%

69%

70%

69%

62%

61%

60%

50% 2000

2001

2002

Figure:10

2003

2004


No. of Subsriber

No. of Subscriber in GP

% Growth 6000

318%

5400

320% 300% 280%

4000

246% 2853

243%

3000 2000

165%

1000 61

194

471

775

260% 240% 189%

1158 149%

220%

% Growth

Subscriber ('000)

5000

340%

200% 180% 160%

0

140% 1999

2000

2001

2002 Year

2003

2004

2005

Figure:11 EBITDA  EBITDA which means earning before interest, tax, depreciation and amortization. Total revenue does not show the actual investment behind all the efforts. That is why EBITDA is another performance indicator for GP.  In the year 2003, GP earned an EBITDA of BDT 6,969 Million. That of for the year 2002was BDT 4,502 Million. So, EBITDA of 2003 is more than BDT 2,467 Million than that of 2002. This is a 45% growth than 2003.


EBITDA Per Year 8,000,000 7,000,000

million

6,000,000 5,000,000 4,000,000

EBITDA

3,000,000 2,000,000 1,000,000 0 2000

2001

2002

2003

Year

Fig: 12 ďƒź Comparing 2003 with 2002, GP enjoyed an EBITDA growth of 54%. In 2002 and 2001, GP enjoyed EBITDA growth of 117% and 185%.

Table:9

Year Growth of EBITDA

2001

2002

2003

185%

117.50%

54.881%

Debt Equity Ratio Debt Equity Ratio =

Long term debt Equity


2000

2001

2002

2003

term 2,459,045

3,737,565

3,696,172

4,758,500

Equity

1,193,055

2,574,429

4,694,942

8,399,358

Ratios

2.06

1.45

0.79

0.57

Year Long debt

Table:10 By this ratio comparison of ownership between the long term creditors and owners can be shown. The higher the ratio is the more dependability it shows on outside liabilities. The higher the dependability on outside liability holder, the more they influence in company’s decisions. Moreover, dependability also increases on them for current capital purpose. The ideal ratio is less then two for it.

Debt to Equity ratio per year 2.5

ratio

2 1.5 Debt to Equity ratio 1 0.5 0 2000

2001

2002 year

Fig:13

2003


Debt equity ratio in GP is falling as GP is depending more and more on internal equity and paying off debts. Since 2000, GP has begun to earn positive net income from its operation, and it boomed in recent years. So, GP is paying of all of its long terms and debt, and putting the retained earning into equity. Return on capital employed We get return on capital employed from earning before interest, tax, depreciation and amortization divided by total asset.

Year

2000

EBITDA

725,137

Total Asset ROCE

Table:13 2001

2002

2003

2,069,884

4,502,020

6,969,627

6,116,449

8,711,054

13,027,965

17,238,430

.12

.24

.35

.40


 This ratio shows the capability of returns using the assets another name of this ratio is net profit to total assets ratio.  With this ratio we can find how much return we get against BDT 1 asset.  Considering the above ratio of GP, we see that the ROCE is gradually increased year by year.  Each and every year total asset increased. It generates total revenue, EBITDA last of all ROCE. Acquisition of land included in this total asset.

ROCE Per Year 0.45 0.4 0.35 Million

0.3 0.25 0.2

ROCE

0.15 0.1 0.05 0 2000

2001

2002

2003

Year

Fig:14 Analysis of Key Performance Indicators During the year 2004-2006 In the year of 2004, 2005 and 2006, so many sites were acquired and capitalized. In these years Grameenphone made strong network coverage.


At first the statement of total revenue, EBITDA, market share and return on capital employed are given in the following table of the year 2004-2006 which are considered as top level performance indicator. Table14: Key performance indicator data for GP Year

2004

2005

2006

Revenue (000’) EBITDA (000’)

19,700,695

29,627,949

45,640,415

10,127,776

11,761,490

17,019,506

Market Share (000’) ROCE (000’)

69%

69%

69%

.38

.24

.25

Revenue  The total revenue of GP for the year 2006 was BDT 45,640,415 Million. That of year 2005 was BDT 29,627,949 Million.  This means that GP has achieved about BDT 16,012,466 Million more revenue for the year 2006 than in 2005. In the year 2004, the total revenue was 19,700,695 million.

 This means that GP has achieved about BDT 9,927,254 million more revenue for the year 2005 than in 2004.


million

Revenue per year 50,000,000 45,000,000 40,000,000 35,000,000 30,000,000 25,000,000 20,000,000 15,000,000 10,000,000 5,000,000 0

Revenue

2004

2005

2006

year

Fig:15 Now we see the growth of revenue during the year 2004 to 2006.The percentage of growth were rapidly changed. Table:15: Growth of revenue Year

2004

2005

2006

% of growth

52%

50%

54%

ďƒź In the year 2004, revenue rapidly changed. The year 2003,the growth of revenue was only 10%,but in the year 2004, it went to 52%.


Growth of revenue per year 55%

% of growth

54% 53% 52%

growth of revenue

51% 50% 49% 48% 2004

2005

2006

year

Fig:16  The last two years 2005 and 2006,the dispersion of growth was not so high. EBITDA  EBITDA which means earning before interest, tax, depreciation and amortization. Total revenue does not show the actual investment behind all the efforts. That is why EBITDA is another performance indicator for GP.  In the year 2006, GP earned an EBITDA of BDT 17,019,506 Million. That of for the year 2005 was BDT 11,761,490 Million. So, EBITDA of 2006 is more than BDT 5258016 Million than that of 2005. This is a 45% growth than 2006.


EBITDA peryear 18,000,000 16,000,000 14,000,000 million

12,000,000 10,000,000 8,000,000

EBITDA

6,000,000 4,000,000 2,000,000 0 2004

2005

2006

year

Fig: 17 ďƒź In the year 2005, the growth of EBITDA rapidly changed. And it decreased compare to 2004.

Year Growth of EBITDA

Table:16 2004

2005

2006

45.31%

17%

45%

Debt Equity Ratio Debt Equity Ratio =

Long term debt Equity

2004

2005

2006

Year Long term debt

1,668,448

2,459,045,379

3,550,410,200

Equity

13,448,221

1,193,055,713

1,260,354,700

Ratios

0.12

2.06

2.81


 In 2004, the long-term debt was much higher. Though long-term debt was much higher. The loans were received from IFC, CDC, and ADB. About 50 M dollars was received that year on some conditions.  The loans were to be received in 3 phases. The condition for first drawdown was-if accumulated earnings become 10M within 10 months then first drawdown of 30M would be received. This drawdown was received at September end 2004.  The equity condition was good enough as accounting profit occurred in the year 2005.  The debt equity ratio goes to high in the year 2006.

Debt equity ratio per year 3 2.5

ratio

2 1.5

Debt equity ratio

1 0.5 0 2004

2005

2006

year

Fig:18 Return on capital employed We get return on capital employed from earning before interest, tax, depreciation and amortization divided by total asset. Year

2004

2005

2006

EBITDA

10,127,776

11,761,490

17,019,506


Total Asset

27,006,573

49,536,664

66,756,658

ROCE

.38

.24

.25

This ratio shows the capability of returns using the assets another name of this ratio is net profit to total assets ratio.  With this ratio we can find how much return we get against BDT 1 asset.  Considering the above ratio of GP, we see during the years their change is not very much significant.  Each and every year total asset increased. It generates total revenue, EBITDA last of all ROCE. Acquisition of land included in this total asset.

ROCE per year 0.4 0.35 0.3 value

0.25 0.2

ROCE

0.15 0.1 0.05 0 2004

2005

2006

year

3.8 Revenue generation against Land capitalization: Strong network coverage is one of the most fundamental factors. It endow with customer satisfaction, produce new customer all over the country. The following components are the vital things for revenue generation. These are:


 Land acquisition  Land capitalization  And build strong network In the below, the statement of revenue generation and land capitalization cost during the year 2000 to 2006.  In this type of competitive market, it is very tough to survive their business profitably and maintain the consistency of revenue generation.  The number of mobile phone subscribers in our country increases day by day. There are about six mobile operators in the country with a total about 20 million subscribers as of April 2007, notably; it is possible to triple the number of subscribers, raising the total number to 50 million, within 2009.  In order to capture new subscriber, Grameenphone engages to establish accessible and reachable network coverage all over the country.

Year Cost

2000 4,831,650

2001 7,160,153

2002 17,116,630

2003 21,139,503

2004 68,883,195

2005 587,080,06 9

2006 59,136,028

Revenue

3,173,057

7,319,368

11,771,424

12,962,627

19,700,695

29,627,949

45,640,415

130.67%

60%

60%

52%

50%

54%

Growth of revenue


Revenue against cost 700,000,000 600,000,000

million

500,000,000 400,000,000

revenue

300,000,000

cost

200,000,000 100,000,000 0 2000

2001

2002

2003 year

2004

2005

2006


Here we see the situation of revenue generation against cost. And in the below, the growth of subscriber of Grameenphone is given. The number of subscribers is increases year by year. It is possible for Grameenphone for strong network coverage, efficient employee, and healthy corporate environment and so on. 3.9 Competitive analysis of lease payment and cost of capitalization: Going to land acquisition or taking lease for base transmission service purpose is depending on corporate business police and business plan. We have already observed, in the 2006 and 2007 the behavior of land acquisition suddenly changed by Grameenphone. It was engaged in taking lease of green field and roof top. There are some favorable and unfavorable circumstances of acquiring land which are given below: Unfavorable circumstances  Taking lease, early revenue generation is possible. On the other hand, acquiring land, it takes more time for documentation and other formalities. Like; land baina and registration.  In order to purchase green field land there are more legal formalities.  When a land is capitalized then company have to pay tax to government. On the other hand, taking lease, company gets tax benefit.  Company has individual identity, so there are limitations in acquiring green field. It possess legal barriers in order to purchase land. Favorable circumstances  The amount of money which is provided for lease payment; to pay that amount of money after few years the company can be owner.


Example : At 12th February, 2000, It purchased a land at the cost of taka 57,440 At 1st January, 2007 Grameenphone took lease at yearly payment 36000. In this case if Grameenphone purchased the land, it will be owner after 2 years. Though the land value may not be same. It is only an example. 3.10 Conclusion: As a corporate rule, in order to achieve the business objective of the company, individual divisions should have their own objectives to support this.  To maintain its existing growth subscriber Grameenphone has to expand its network coverage. It has to look existing market competition.  To maintain, develop and ensure the company’s financial, reporting and monitoring system.  To practice control over its costs those are exclusively justified for its business needs.  In the perspective of land acquisition, it will take more time to generate revenue. So lease will be more applicable.  In each year, it has to pay a amount of money to government as tax. Taking lease Grameenphone can take more tax shield. END OF THE REPORT


Process flow of Rental payments

Receive agreement from SA

Return Cheque to GP/ Transfer to HO’s AC

Check all terms & Condition

Send to CitiNA For cheque Preparation/Fund transfer

Maintain Excel Sheet and prepare vouchers

Create invoice into ERP

Prepare letter/Citi Directory Excel Sheet & send for final approval

Give Payment Entry

Send to Financial control For approval

Fill project wise information In distribution lines


Screenshot of an invoice


Distribution


Appendix A

IDB IFC NORAD CDC VMS WAP IVR SMS MMS GPRS BTRC

Glossary and Acronyms

International Development Bank International Financial Corporation Norwegian Agency for Development Co-Operation Common Wealth Corporation Voice Mail Service Wireless Application Protocol Interactive Voice Response Short Messaging Service Multimedia Messaging Service Generalized Packet Radio Service Bangladesh Telecommunication Regulatory Commission


Appendix B References & Bibliography

References 1) Grameenphone website - http://www.Grameenphone.com 3) Annual Reports of Grameenphone – 2000 to 2004 4) @Work - GP internal site 5) Telenor website - http://www.telenor.com 6) Telenor Investment Report - http://www.telenor.com 7) Aktel website – www.aktel.com 8) SOA - http://en.wikipedia.org/wiki/Sarbanes-Oxley_Act 36) BTRC website – http://www.btrc.org.bd


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