TERM PAPER

ON
CONFLICT MANAGEMENT PRACTICES OF
Airtel : AN ANALYSIS

SUBMITTED TO
Md. Zahidul Islam
Senior Lecturer in HRM

SUBMITTED BY
Name of the students ID
1. Shekh Ishtiak Ahamed 1234BBA02256
2. Ahmed Sakib Prottoy 1234BBA02292

DEPARTMENT OF BUSINESS ADMINISTRATION

MANARAT INTERNATIONAL UNIVERSITY

November, 2015

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 Executive Summary

About organization
This is Airtel ----

Airtel is the leading telecommunications operator of Bangladesh is part of Bharti

Airtel Group which has presence in 13 markets across Europe and Asia.

Today, Airtel is the leading and largest telecommunications service provider in

Bangladesh with more than 55 million subscribers as of September, 2015.

The objective and methodology

Within the direction from the CEO of Airtel, The head of HR shall ensure that
the HR function within Airtel at all times is aligned with & supports the
realization of airtel’s business objectives. The head of HR shall optimize the
human resources in airtel through individual performance management &
organizational development, as well as nurturing a culture supporting the
realization of the vision & values. In order to achieve this, leadership excellence
is key focus area for HR.

The units in HR Division include:

 HR Operation
 Recruitment & selection
 HR Development
 Health safety & environment
 Expatriate & travel support.

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Methodology:
The research focuses the customer services offered by Airtel which has been
recently improved to a better extent for gaining positive experience from our
subscribers. This type of research basically covers:
 Company Information
 Analyzing the industry
 Products & Services
 Customer Service aspects by the company

The main findings

In this paper, therefore aims to identify the relationship among the factors such
as conflict practices and employee work related attitude:
 There is a significant relationship between job security and employee job
satisfaction, in context of airtel limited.
 There is a significant relationship between compensation & employee job
satisfaction, in context of airtel limited.
 There is a significant relationship between motivation & employee job
satisfaction, in context of airtel limited.
 There is a significant relationship between promotion & employee job
satisfaction, in context of airtel limited.
The recommendations

Based on the findings & analyzed some realistic recommendations are mentioned in
the following:

 Q/A department is strongly working but the department should give more
concentration on contractual employees in making them permanent to make
faster growth of airtel then the present time.
 Be sides existing customers, other customers should be strongly targeted.
 Performance appraisal system should be controlled and followed measure the
performance of each employee.
 Should give more concentration on advertising & sponsorship
 Airtel should increase the service quality / after sales service.

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 Particulars Page No
Executive summary 02
Table of Contents 04
CHAPTER ONE :INTRODUCTION
1.1Statement of the research problem
1.2 Objectives of the study
1.3 Methodology of the study
1.4 Limitations of the study
CHAPTER TWO : AN OVERVIEW OF Airtel
2.1 Background of History
2.2 Corporate Information’s at a Glance
2.3 Vision & Mission

CHAPTER THREE : ANALYSES AND FINDINGS

3.1 Types of conflict faced/occurred/happened by the Airtel
3.2 Management procedures of Conflict by Airtel
3.3 Problems faced by Grameenphone regarding solving the problems or Findings

CHAPTER FOUR : RECOMMENDATIONS AND CONCLUSIONS

4.1 Conclusions

Bibliography

CHAPTER ONE: INTRODUCTION

Statement of the research problem
A research problem is a question that researcher wants to answer or a problem that a
researcher wants to solve. Identification & formulation of a research problem is the

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first step of the research process. Selection of research problem depends on several
factors such as researcher’s knowledge, skill, interest, expertise, motivation &
creativity with respect to the subject of inquiry.

Objectives of the study:

The primary purpose of the report is the fulfillment of the course requirement. The
main objectives of the report are as follows:

 To fulfill the partial requirement of the Business communication course

offered in BBA program.
 To explore advantages provides by the skill of business communication and
contribution to the profitability of the organization as well as economy of
Bangladesh.
 It will also enable me to improve my skill on report writing. As corporate
executive put great value on report writing as an important element in
management success. This part of the course will prepare me to face the future
challenges of corporate world.
 To analyze the benefit of applying the skill of communication in
organizations.
 To analyze how Airtel build up their communication system.

Methodology of the study:

I would like to make sure that I have all the necessary data required to come
up with effective result. therefore, I have combined both primary & secondary
data collection method. All data related to this study is attached with the
appendix.

A. Primary source of data

 Interview of customer manager working at Airtel

B. Secondary source of data:

 Internet
 Newspaper archive
 Annual report of Airtel every years.

Limitations of the study:

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 Few data is available in online about the company.

 All of the officers were so busy that is was tough to collect information
from them

 Some upper level officer of the company didn’t cooperate to give data.

 The most important limi9tation of the study is the collection of

information. Because most of the information are confidential. So they
don’t want to disclose them.

 Traffic jam also one important limitation for the report.

CHAPTER TWO: AN OVERVIEW OF

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 Airtel
Background of History
Airtel Bangladesh Ltd. (Bengali: এয়ারটেল), DBA airtel, formerly known as Warid
Telecom, is a GSM and 3G based cellular operator in Bangladesh. Airtel is the sixth
mobile phone carrier to enter the Bangladesh market, and originally launched
commercial operations under the brand name Warid on May 10, 2007.
In 2010, Bharti Airtel bought out majority share of the company. As of August 2013,
Airtel Bangladesh has 7.97 million subscribers with 7.3% of market share.[2]

In 2010, Warid Telecom sold a majority 70% stake in the company to India's Bharti
Airtel Limited for US$300 million.[3] The Bangladesh Telecommunication Regulatory
Commission approved the deal on Jan 4, 2010.[4] Bharti Airtel Limited took
management control of the company and its board, and rebranded the company's
services under its own airtel brand from December 20, 2010.
On December 21, 2011, Airtel Bangladesh launched "Airtel Circle of Friends", the
first ever Interactive Commercial in Bangladesh, created and executed by Digimarka.
In March, 2013, Warid Telecom sold its rest 30% share to Bharti Airtel’s Singapore-
based concern Bharti Airtel Holdings Pte Limited.[5]
On September 8, 2013, Airtel Bangladesh received 5 MHz 3G spectrum with 1.25
million US$.

Corporate Information’s at a Glance:

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Vision & Mission:

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Our Mission
Customer service focus
Empowered employees
Innovative services
Cost efficiency

Our Vision
To be globally admired for telecom
services that delight customers
-bench marked by more business
-first private telecommunication company to launch long distance services.
Mission
Will meet the mobile communication needs of our customers through error -free
service delivery
-innovative products and services 
-cost efficiency
-unified messaging solutions

CHAPTER THREE: ANALYSES AND FINDINGS

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Types of conflict faced/occured by the Grameenphone
Conflict is the result of competing desires or the agents of obstacles that need to be
overcome. Conflict is necessary to propel a narrative forward, the absence of conflict
amounts to the absence of story..

Man versus man: A situation in which two characters have opposing desires or
interests. The typical scenario is a conflict between the protagonist and antagonist.
This is an external conflict.

Man versus nature: In this type of conflict, a character is tormented by natural forces
such as storms or animals. This is also an external conflict.

Man versus self: This conflict develops from a protagonist’s inner struggles, and may
depend on a character trying to decide between good and evil or overcome self-
doubts. This conflict has both internal and external aspects

Man versus society: In this type of conflict, a character must take on society itself,
and not a single person. The character stands at odds with societal norms and realizes
the necessity to work against these norms. This is an external conflict.

Economic conflict: Is brought about by a limited amount of resources. The groups or

individuals involved then comes into conflict to attain the most of these resources,
thus bringing forth hostile behaviors among those involved.

Management procedures of Conflict by

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 Airtel

Step 1: Identify the source of the conflict: The more information we have about the
cause of the conflict, the more easily we can help to resolve it.to get the information
we need, use a series of questions to identify the cause.

Step 2: Look beyond the incident: Look beyond the incident. Often, it is not the
situation but the perspective on the situation that causes anger to fester and ultimately
leads to a shouting match or other visible—and disruptive—evidence of a conflict.

Step 3: Request solutions: After getting each party’s viewpoint on the conflict, the
next step is to get each to identify how the situation could be changed. Again,
question the parties to solicit their ideas: How we can make things better between
you.

Step 4: Agreement: The mediator needs to get the two parties to shake hands and
agree to one of the alternatives identified in Step 4. Some mediators go as far as to
write up a contract in which actions and time frames are specified.

Problems faced by Airtel regarding solving the

problems or Findings

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Problems

1. Investor relations problems

2. Public relations problems

3. Employee communications problems

4. External communications problem

Solutions

1. Voice Solutions
2. Airtel Connect

3. Mobile Reporting

4. Vehicle Tracking Service

5. Business SMS

6. Business Tune

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 CHAPTER FOUR: CONCLUSIONS

Conclusions:
One Network is a mobile phone network that allows Airtel customers to use the service in
a number of countries at the same price as their home network. Customers can place
outgoing calls at the same rate as their local network, and incoming calls are free. [46] As of
2014, the service is available in Bangladesh, Burkina Faso, Chad, Democratic Republic
of Congo, Congo Brazzaville, Gabon, Ghana, India, Kenya, Madagascar, Niger, Nigeria,
Rwanda, Seychelles, Sierra Leone, Sri Lanka, Tanzania, Uganda, and Zambia.