Samsonite's Global Supply Chain Case:

1. Why do you think Samsonite does not mention the California Transparency in Supply Chains Act, and the Fair Labor Association, or the Leather Working Group in its annual report or on its Web site? What could pressure Samsonite to address those issues in the future?

grate from the west to taster-growing I CASE Banglalink: Staffing the Bangladeshi Operation 173 About Banglalink Banglalink, established in 1996, is a leading mobile service operator in Bangladesh with over 25 million subscribers. Banglalink was acquired by Orascom Telecom Holding (OTH), an Egypt-based telecom multinational operator. In 2004, OTH purchased 100 percent of Sheba Telecom in and subsequently rebranded and launched its services as Banglalink, which started an aggressive campaign to become a leader in the mobile sector in Bangladesh rap- idly expanding its network to provide mobile services at affordable prices. It offers mobile telephony products and services such as prepaid and postpaid services for individuals as well as corporates. Banglalink continues to invest in its infrastructure to ensure the best quality service to its customers. The mission of Banglalink is to deliver optimum value to it customers, employees, attract and retain human resource and a firm commitment to the society and the growth of the national economy while ensuring good corporate governance. Banglalink has a clear com- mitment to its various stakeholders: customers, employees, society, and its leaders. Banglalink: An Early Success Story Banglalink has been growing rapidly since its first operations in 2005. Their growth was marked by the rapid rise in the number of customers. Banglalink began offering its services to a wide range of market segments. Customers were able to purchase mobile telephony service at an affordable price, as per the company's mission of bringing mobile telecommunications to the masses. Banglalink achieved much success in a short period of time, elevating the mobile phone's status from an object of luxury to one of utter necessity. This forged an emotional bond with millions of customers nationwide, and heralded positive change in Bangladesh. Banglalink always positioned itself as a brand that impacted people's lives. Their slogan, "making a difference". This was a very effective one. Banglalink's rapid growth of subscribers Sund Orb on 5 CHAPTER 20 Global Management of Human Resources 843 8 MAP 20.1 Bangladesh Banglalink, established in 1996, is one of the top mobile service operators in Bangladesh with over 20 million subscribers. The country's population was 154.7 million (2012, World Bank estimate). The official language of the country is Bengali and currency is Bangladeshi taka. Banglalink operates out of its headquarters in the capital of the country, Dhaka Source: Central Intelligence Agency, "Bangladesh," The World Factbook 2011, (accessed February 17, 2014). BHUTAN NEPAL * A Shiligunt International boundary National Capital Elevation point Archaeological site Historic curral site National parkreserve Rangpur INDIA Gay Shillong In M Sylhet Ragra Silchar Mymensingh 2 Rajshahi INDIA Agartala Gripur Alle DHAKA Narayanganj Comilla M Bardhaman D Jessore Bitpara Khulna SA Sunda How Barisal Kolkata Sander Chittagong kur AL M LP Mws wy BURMA Bay of Bengal was highly impressive. They had more than 1 million customers at the end of the first year, 3 million in 2006,7 million in 2007, and more than 27 million in June 2013, quickly represent- ing a market share of more than 25 percent. While the success of Banglalink is primarily because of its ability to offer unique services at a reasonable price, its true success can be attributed to a highly proactive staff. By providing unique IT services to the business, the team at Banglalink is able to solve more than 90 percent of customers' issues within the same day. Banglalink scores high on customer service and has evolved long, trusting relationships-a key differentiator in the mobile phone industry. The staff are customer-oriented, proactive, passionate, and transparent in all their work. The management 844 PART 6 Functional Management and Operations team of Banglalink are staffed with experienced professionals who have extensive experience in various telecommunication operators around the world. They use their experience in other mar- kets to examine the smartest way to launch mobile services in the Bangladeshi market. I The Management Team of Banglalink The following section introduces members of the management team of Banglalink. The cre- dentials of each member are also presented. Ziad Shatara joined Banglalink as its Chief Executive Officer in 2013. Ziad's extensive regional and international experience in the telecommunications industry make him well-suited to lead Bangalink. He has worked in the fixed line, mobile services, and broadband networks of the telecommunications industry. He has accumulated experience by working with various opera- tors across the world such as Wind Telecommunications in Italy, Fastlink in Jordan, Wataniya Telecom in Kuwait, among other operators. He currently has almost 18 years of extensive ex- perience working across various departments: information technology, network architecture, customer service, retail management and has a solid background in telecom operations from a technical, financial, commercial, and administrative perspective. Ziad holds a BSc and MSc in Electrical and Computer Engineering from the Technical University of Budapest in Hungary. Yasser Hakim joined the management team of Bangalink in July 2013 as the interim Chief Financial Officer. Yasser has an extensive experience working for more than 16 years in 7 telecommunications companies, namely: Telecom and Mobinil in Egypt, Wataniya Tele- com in Iraq, Dubai, and Maldives, Orascom Telecom Holding in Egypt, and Beeline in Cambodia. experience is mainly in the finance area where he held various roles starting from an accountant, revenue assurance, operations controller, and chief financial officer. Yasser Hakim received his accounting degree from Ain Shams University in Cairo. Perihane Elhamy joined management team of Banglalink in March 2013 as the Chief Technical Officer. Perihane has extensive experience in the telecommunications industry with a focus on the technical and network management. Her experience in more than 10 countries across Asia, Africa, and the Middle East gives her very good knowledge on managing technical issues at Banglalink. She was able to handle the high growth in sub- scribers and load on network to its 25 million subscribers. Perihane received her degree in Electronics and Communications Engineering from Cairo University and an MBA from the American University in Cairo. Shihab Ahmed joined the management team of Banglalink in June 2013. Prior to that, Shihab was the Senior Director of Marketing at Banglalink. Shihab has worked at various organizations such as: Rahimafrooz Bangladesh Limited, Value Plus Computer Systems and True Communications. Shihab's role in the commercial area was key to drive the subscriber growth to Banglalink. His aggressive marketing and pricing campaigns made Banglalink reach more than 25 million subscribers, placing it second in the Bangladeshi market. Shihab has a BSc in Engineering from Bangladesh University of Engineering and Technology and an MBA from Lahore University of Management Sciences. Muhammad Arshad is the Customer Care Director and has extensive experience working in customer operations at various companies. He worked for Paktel in Pakistan, Mobilink. and now at Banglalink as Customer Care Director. His previous roles included managing customer operations, quality assurance, and customer retention. Muhammad managed Banglalink's customer operations which included more than 1,500 customer touch points. Muhammad received his BSc in Mathematics and Physics and IBA and MBA from the University of Punjab in Lahore. Riviera ho Rathore joined Banglalink as Human Resources and Administration Director in June 2012. Riviera has more than 15 years of experience in human resource administration in various organizations and industries. She worked in human resources operations, performance management, safety and security, talent acquisition, employee engagement, and talent management. Her work was especially recognized in employee engagement, successfully helping operations of start-ups and spreading a smooth integration of pro- cesses across different environments and cultures, grate from the west to taster-growing I CASE Banglalink: Staffing the Bangladeshi Operation 173 About Banglalink Banglalink, established in 1996, is a leading mobile service operator in Bangladesh with over 25 million subscribers. Banglalink was acquired by Orascom Telecom Holding (OTH), an Egypt-based telecom multinational operator. In 2004, OTH purchased 100 percent of Sheba Telecom in and subsequently rebranded and launched its services as Banglalink, which started an aggressive campaign to become a leader in the mobile sector in Bangladesh rap- idly expanding its network to provide mobile services at affordable prices. It offers mobile telephony products and services such as prepaid and postpaid services for individuals as well as corporates. Banglalink continues to invest in its infrastructure to ensure the best quality service to its customers. The mission of Banglalink is to deliver optimum value to it customers, employees, attract and retain human resource and a firm commitment to the society and the growth of the national economy while ensuring good corporate governance. Banglalink has a clear com- mitment to its various stakeholders: customers, employees, society, and its leaders. Banglalink: An Early Success Story Banglalink has been growing rapidly since its first operations in 2005. Their growth was marked by the rapid rise in the number of customers. Banglalink began offering its services to a wide range of market segments. Customers were able to purchase mobile telephony service at an affordable price, as per the company's mission of bringing mobile telecommunications to the masses. Banglalink achieved much success in a short period of time, elevating the mobile phone's status from an object of luxury to one of utter necessity. This forged an emotional bond with millions of customers nationwide, and heralded positive change in Bangladesh. Banglalink always positioned itself as a brand that impacted people's lives. Their slogan, "making a difference". This was a very effective one. Banglalink's rapid growth of subscribers Sund Orb on 5 CHAPTER 20 Global Management of Human Resources 843 8 MAP 20.1 Bangladesh Banglalink, established in 1996, is one of the top mobile service operators in Bangladesh with over 20 million subscribers. The country's population was 154.7 million (2012, World Bank estimate). The official language of the country is Bengali and currency is Bangladeshi taka. Banglalink operates out of its headquarters in the capital of the country, Dhaka Source: Central Intelligence Agency, "Bangladesh," The World Factbook 2011, (accessed February 17, 2014). BHUTAN NEPAL * A Shiligunt International boundary National Capital Elevation point Archaeological site Historic curral site National parkreserve Rangpur INDIA Gay Shillong In M Sylhet Ragra Silchar Mymensingh 2 Rajshahi INDIA Agartala Gripur Alle DHAKA Narayanganj Comilla M Bardhaman D Jessore Bitpara Khulna SA Sunda How Barisal Kolkata Sander Chittagong kur AL M LP Mws wy BURMA Bay of Bengal was highly impressive. They had more than 1 million customers at the end of the first year, 3 million in 2006,7 million in 2007, and more than 27 million in June 2013, quickly represent- ing a market share of more than 25 percent. While the success of Banglalink is primarily because of its ability to offer unique services at a reasonable price, its true success can be attributed to a highly proactive staff. By providing unique IT services to the business, the team at Banglalink is able to solve more than 90 percent of customers' issues within the same day. Banglalink scores high on customer service and has evolved long, trusting relationships-a key differentiator in the mobile phone industry. The staff are customer-oriented, proactive, passionate, and transparent in all their work. The management 844 PART 6 Functional Management and Operations team of Banglalink are staffed with experienced professionals who have extensive experience in various telecommunication operators around the world. They use their experience in other mar- kets to examine the smartest way to launch mobile services in the Bangladeshi market. I The Management Team of Banglalink The following section introduces members of the management team of Banglalink. The cre- dentials of each member are also presented. Ziad Shatara joined Banglalink as its Chief Executive Officer in 2013. Ziad's extensive regional and international experience in the telecommunications industry make him well-suited to lead Bangalink. He has worked in the fixed line, mobile services, and broadband networks of the telecommunications industry. He has accumulated experience by working with various opera- tors across the world such as Wind Telecommunications in Italy, Fastlink in Jordan, Wataniya Telecom in Kuwait, among other operators. He currently has almost 18 years of extensive ex- perience working across various departments: information technology, network architecture, customer service, retail management and has a solid background in telecom operations from a technical, financial, commercial, and administrative perspective. Ziad holds a BSc and MSc in Electrical and Computer Engineering from the Technical University of Budapest in Hungary. Yasser Hakim joined the management team of Bangalink in July 2013 as the interim Chief Financial Officer. Yasser has an extensive experience working for more than 16 years in 7 telecommunications companies, namely: Telecom and Mobinil in Egypt, Wataniya Tele- com in Iraq, Dubai, and Maldives, Orascom Telecom Holding in Egypt, and Beeline in Cambodia. experience is mainly in the finance area where he held various roles starting from an accountant, revenue assurance, operations controller, and chief financial officer. Yasser Hakim received his accounting degree from Ain Shams University in Cairo. Perihane Elhamy joined management team of Banglalink in March 2013 as the Chief Technical Officer. Perihane has extensive experience in the telecommunications industry with a focus on the technical and network management. Her experience in more than 10 countries across Asia, Africa, and the Middle East gives her very good knowledge on managing technical issues at Banglalink. She was able to handle the high growth in sub- scribers and load on network to its 25 million subscribers. Perihane received her degree in Electronics and Communications Engineering from Cairo University and an MBA from the American University in Cairo. Shihab Ahmed joined the management team of Banglalink in June 2013. Prior to that, Shihab was the Senior Director of Marketing at Banglalink. Shihab has worked at various organizations such as: Rahimafrooz Bangladesh Limited, Value Plus Computer Systems and True Communications. Shihab's role in the commercial area was key to drive the subscriber growth to Banglalink. His aggressive marketing and pricing campaigns made Banglalink reach more than 25 million subscribers, placing it second in the Bangladeshi market. Shihab has a BSc in Engineering from Bangladesh University of Engineering and Technology and an MBA from Lahore University of Management Sciences. Muhammad Arshad is the Customer Care Director and has extensive experience working in customer operations at various companies. He worked for Paktel in Pakistan, Mobilink. and now at Banglalink as Customer Care Director. His previous roles included managing customer operations, quality assurance, and customer retention. Muhammad managed Banglalink's customer operations which included more than 1,500 customer touch points. Muhammad received his BSc in Mathematics and Physics and IBA and MBA from the University of Punjab in Lahore. Riviera ho Rathore joined Banglalink as Human Resources and Administration Director in June 2012. Riviera has more than 15 years of experience in human resource administration in various organizations and industries. She worked in human resources operations, performance management, safety and security, talent acquisition, employee engagement, and talent management. Her work was especially recognized in employee engagement, successfully helping operations of start-ups and spreading a smooth integration of pro- cesses across different environments and cultures