1.0 RATIONALE OF THE STUDY:

Link3 technologies ltd is the leading internet service provider in Bangladesh. Although this is

IT based organization and I am a student of Accounting and finance but I am working here

about the reconciliation of customer payments and I also done others work too. So it is

necessary to make a report to complete my internship course. Link3 technologies serve variety

service to the normal customers and corporate levels. With this frame of mind, this affiliation

report would provide what kind of services are provided by it companies in Bangladesh. It will

help me to understand and materialize the concepts of IT companies, which are especially very

important now days.

This report also shows how the internet plays very important role in Bangladesh about the

prospects and problems. Overall, my affiliation report would compromise my career aspirations

and the use of my knowledge that I learned through the BBA program. The selected topic

would ensure that I will get the required knowledge from Link3 technologies ltd.

1.1 BACKGROUND:

Link3 Technologies Ltd. is a full service IT Solution Provider that has been operating in

Bangladesh market for more than ten years with a very high level of success, achieved through

an uncompromised service quality and customer satisfaction. Link3's highly trained

professionals can ensure a standard of service that remains unmatched by any other player in

the market.

1.2 Service Activities:

1.2.1 Internet services:

Internet services include:

1.2.1.1 Home

"GATI" is Link3's new retail product which will bring customer satisfaction and service quality

to home and SOHO users.

1.2.1.2 Enterprise

Link3 Technologies Ltd. is one of the leading Internet and data communication service

providers in Bangladesh. In order to provide high quality services Link3 has deployed its own

fiber and wireless network infrastructure through the country.

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1.2.1.3 Web

Link3 Technologies Ltd. offers a full range of web services:

Their services are-

Web development

Web hosting

Domain registration

Interactive and database driven web sites

Business to Customers (B2C) and Business to Business (B2B) web sites

1.2.1.4 Security

Link3 Technologies Ltd. provides the latest security solutions to its customers using appliances

from proven security technology vendors.

1.2.2 Intranet services:

1.2.2.1 MPLS Solutions

Link3 Technologies Ltd. provides Point-to-Point (P2P) and/or Point-2-Multipoint IP Transit

over

MPLS backbone services from any-to-any customer site.

1.2.2.2 Virtual private network

Link3 Technologies Ltd. provides IP-VPN (Virtual Private Network) services to its customers.

1.2.2.3Voice solution

Retail IP Telephony

Residential IP Telephone service is a way of making regular phone calls over a Broadband

High Speed Internet connection instead of a regular telephone line.

IP Telephony Features for Their Retail Customers

Voice Mail, Call Forward, Call Waiting, Call Transfer, Call Register/log, Call Conference

Greeting, Call Block, Call Redial.

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Corporate IP Telephony

Link3 IP technology enables voice calling and transmission of data through the Internet and

Intranet. Not only does it reduces the cost of calling, but also provides several innovative

features. In a business IP phone system, remote offices are connected to a single network, with

extension links. Companies end up saving almost 80% of their monthly telephone bills just by

changing to an IP Telephone service, together with the extra features. You need to understand

the day-to-day communication needs of your organization to decide on the best deal, as

features, compatibility and functions may differ among the many business phones available.

There is no doubt that IP Telephone technology is advancing at a rapid pace, with a vast

improvement in audio quality and with the reduction in technology costs; it is becoming a

viable option in business operations.

In fact; the adoption of IP Telephony is gaining momentum, with primary business drivers

being:

Lower voice networking costs

Lower equipment administration costs

Centralized network control and management

1.2.2.4 Features of IP Telephone Service for Our Corporate Customers

Basic Features:

Voice mail, Call forward, Call waiting, Call transfer, Call register/log, Call Conference, Group

Call Greeting, Scheduling, Web control panel.

Phone Supported Features:

Do not Disturb, Music on Hold, Call Block SMS, Speed dial, Call redial, Phone Book, Multi

Call Park

Other Features:

Video Call, Priority ringing, Call Screening, Call Trace (find me no answer), Three Way

Calling, Emergency call ,Remote Office, Selective call Acceptance/rejection, Sequential Ring,

Shared call appearance, Simultaneous Ring, Call Return, Billing Codes, Missed call Alert

Advantages:

No need for a PBX (Phone System) to be installed/Maintained at the Customer

Premises.

No Large Up Front Costs. Ongoing maintenance Charges or Fixed term Contacts.

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Truly Beneficial Telephony Features which can only be delivered from a Hosted

Environment.

Centralized administration enables the management of multiple sites as a single system.

Free Calls between Company Sites, Home and Remote workers.

Common feature set and user operation, increases productivity and teamwork while

minimizing training costs

1.2.2.5 Hosted PABX

Link3 IP Telephone allows a business to benefit from the ability to make calls cheaply and

send data easily. Both onsite and hosted IP Telephone systems work on the same principles, but

there are some significant differences. In the onsite IP telephony system, the service is

maintained on-site, which entails that all the equipment is installed and maintained at the

company premises. In the hosted option, the only equipment installed on site is the IP phones

and the soft phones and all the other hardware is hosted in Link3. The hosted option is

especially suited to client premises as there is hardly any maintenance needed by the company,

as everything is taken care of by Link3

1.2.3 Vision of Link3

“Link3 will be the largest broadband user based ICT solutions service provider in Bangladesh.”

1.2.4 Mission of Link3

‘Facilitate seamless information flow through innovative ICT infrastructure and services.”

1.2.5 Core Values

Do What's Right

We are committed to the highest standards of ethical conduct in all that we do - honesty,

fairness, and integrity. We abide by the laws of Bangladesh as good citizens and we take

responsibility for our actions.

Respect Others

We appreciate the diversity of our team and believe that respect - for our colleagues, customers

and partners - is an essential element of all positive and productive relationships.

Perform With Excellence

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We understand the importance of our mission and strive to excel in every aspect of our

business, and approach every challenge with a determination to succeed.

Taking care of our people

We treat our people well by encouraging all to speak up and take risks, by recognizing and

rewarding good performance, and by leading and developing them so that they may grow.

Excellent customer service

Along with our quality products, service, and price we provide our customers knowledgeable

advice about solutions to help them gain maximum benefit.

Building strong partnerships

We treat our customers, associates, vendors and communities as partners by responding to their

needs.

Good Corporate Citizenship

Continued public support calls for responsible, accountable and controllable entrepreneurship.

This is the context within which we deal with the environment, technological innovation, the

use of standards, traditions and customs.

Leading Edge

We believe that our success as an enterprise depends on us being pro-active, innovative and by

maintaining our leading edge in ICT solutions. We shall be interactive and inspirational.

1.2.6 Technology

Link3 uses FTTH "Fiber to the Home" technology to deliver the "GATI" product.

FTTH is a future proof technology which supports "Triple Play"- Voice, Video and

High Speed Data.

1.2.7 Coverage

"GATI" is Link3's new retail product which will bring customer satisfaction and service quality

to home and SOHO users.

The "GATI" Network covers Gulshan , Banani , Baridhara, Uttara, Mothijheel,

Segunbagicha, Shantinagar, Shiddeshwari, Baily Road, Eskaton, Dhanmondi and

surrounding areas in Dhaka and is growing to meet customer's demand.

"GATI" has also coverage in Chittagong metro area, Sylhet and other important cities.

1.2.8 Credit Rating

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Ratting Type:  Corporate/Entity

Analyst(s):  ACRSL Analyst Team

Committee(s):  ACRSL Rating Committees

1.2.9 Rating Summary

1.3 OBJECTIVES OF LINK3

1.3.1 Broad objective-

The primary objective of this report is to state my working experience as an intern in the

service activities of Link3. This report is initiated as partial requirement of my bachelor of

business administrative degree.

1.3.2 Specific objective-

To observe the activities of Sales and Distribution Department of Link3.

To demonstrate different aspects of marketing in the organization.

To find out the operational function of Link3 different sales centers.

To analyze the customer satisfaction of Broadband internet Service by Link3.

To analyze the customer payments for reconciliation.

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Credit Rating Current

Long-Term AA-

Short-Term ST-2

Publishing Date 4th July 2013

Accounts department plays key roles in every type of organization. It is the department, which

provides transaction knowledge services to the customers. Every day it receives payments from

the customers and posts the transaction into ERP software. It opens new accounts, and provides

IT solution both general and corporate clients. Because Link3 technologies is a IT consultancy

firms, so as a part of IT firms, this department should satisfy to their client with the best

services. IT firm’s goodwill will be affected if customer service department could not get

possible solution properly. 

Though I joined with Accounts department but I also worked with HR and Marketing

department too.

Link3 technologies Ltd. - corporate branch consists of:

Finance and accounts department

Marketing department

Human resource department

2.0 WORK RELATED ACTIVITIES

As an Accounting student and for my internship topic I worked in Accounts’ department in

Head branch and I am still working here. There I had work on following activities:

During my internship program, I have performed the following activities:

2.1 Finance and Accounts department-

Finance and Accounts department consist of following activities-

Voucher shorting

Maintain voucher register

Customer validity checking

Summation of Debit-credit balance

Accounts reconciliation

2.1.1 Voucher shorting:

To record all the transactions every day, accounts department do voucher shorting. In this

process, I need to do:

Check supplementary documents with the voucher

Prepare cline cash

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Prepare Top shit

Bind supplementary with the voucher.

2.1.2 Maintain voucher register:

Here total daily voucher are register in register book. ,

2.1.3 Customer validity checking:

I check the balance of the customers to find out the details about the user to ensure the priority

as the user valuable to the company or not.

2.1.4 Summation of Debit-credit balance:

To record the customer payment against the charges. Suppose he need to pay 1000 taka but he

paid 800 taka there is 200 taka due and it’s the difference of debit and credit balance.

2.1.5 Accounts reconciliation:

Reconciliation is the key process used to determine whether the money leaving an account

matches the amount spent, ensuring the two values are balanced at the end of the recording

period. Businesses must reconcile their accounts to check for fraud and to prevent balance sheet

errors. Businesses typically use accounting software to help them perform account

reconciliations. I find out the where customer did not pay the bills in which month and find out

the ratio between debit and credit balance.

Human resource department-

2.2 HR department consist of under following activities-

Reference Check

Interview Call

Issuing letter

As an intern student I also worked in HR department for some days. There I had work

following activities:

2.2.1 Reference Check:

I check the reference for new joiners of our firms. And I used to make the reference checks

calls, ask them about the new joiner, verify it and note it down in our formatted reference form.

2.2.2 Interview Call:

To call the candidate for the interview, I used make the phone calls. It needs to be very careful

about mentioning the date, time, place and the position while making the interview call.

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2.2.3 Issuing letter:

From the start of a employee joining till the end HR has issue lots of letters like, Appointment

letter, conformation letter, Exit letter, promotion letter etc

2.3 Marketing Department

Link3 marketing team is working nicely. Marketing department has three sub departments.

These are….

Product Development

Branding

CSR/PR

2.3.1 Product Development

This department is responsible for find out the innovative features that can attract the existing

and potential customers. Product development is one of the key departments in the company.

While developing new packages and tariff plans this department has to keep in mind the profit

and cost issue. Under all these constraints the department has been producing exciting and new

features which ultimately attract customers .Product team always tries to come up with

different types of products by considering peoples need and wants. Product teams introduce

new net router and exciting domain hosting charges to the customers. Link3 provide Wi-Fi

setup installation for people who want mobility. Product team designs their services according

to the customer wants. 

 

2.3.2 Branding:

The brand department of the company deals with image of the brand to the customers. It

basically helps the brand to reveal its intentioned image to the potential target group. This

department along with the Marketing Communication department deals with the promotional

activities. As Link3 is very popular broadband services and its continuing give too much effort

and promotional activities to let the people know about their product and services. Branding is

another sub-department of marketing. Branding team is trying to promote their Bandwidth

service and other IT solution services. They have organized different events to promote their

product. At first they do a campaign in different universities, which worked a lot. At present

they are not branding their product extensively but they have a plan for extensive branding.

Link3 is now giving advertises to different renowned news papers in Bangladesh and they are

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also giving advertisement to the different website to promote their product. They also giving

advertisement in the Radio like Radio Amar, Radio Foorti etc.

2.3.3 CSR/PR:

Link3 has another sub department called CSR/PR department. Though they are not doing so

many CSR activities but they are planning to engage in CSR activities. Link3 does different

sorts of corporate relation activities to promote their product in the market which involves

different University campus campaign. They are offering campus package especially for the

students and they are arranging different campus campaign to sell their product. They are also

arranging different concerts to grab the attention of the customers.

2.1 Organization wide activities

Organization wide activities consist of following activities=

Activities of sales and distribution department of Link3

Customer Service Operation, Billing and IT

Distribution and Coverage   Initial Focus

Expansion of the coverage

Improve own process of service

2.1.1Activities of sales and distribution department of Link3

Link3 sales and distribution team has Four sub departments. These are…..

Direct Sales

Corporate Sales

Tele Sales

Distributor

2.1.1.1 Direct sales  

Team handles the home users and SME. They try to make the product available to the corporate

and single or home users. In Dhaka city there is more than 50,000 SME. So Link3 targeted

those SME and the direct sales team works with those organizations.

2.1.1.2 Corporate Sales 

Team works with the corporate clients. Some renowned companies are their corporate clients.

They are…….

Examples- Grameen phone, Banglalink, Unilever, UNDP, city cell, Massranga television and

so on.

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There is a separate office for the manager of corporate sales who is also responsible for

corporate customer relations. Corporate customers are given high priority in terms of sales and

also in terms of after sales service. Of course this is due to the high usage and need for good

long term goodwill with such corporate clients. This department however deals mainly with

sales to corporate customers and maintenance of relations with both current clients as well as

scouting out potential new corporate clients, whereas the after sales service and other issues are

dealt with by the customer services operations section of the company.

2.1.1.3 Tele sales

Tele sales Team sale Link3 retail and corporate connection by making call to the potential

customers. They have some customer group from the business corporate world. For selling to

those people they adopt telemarketing approach. Link3 is distributing their product through

their own outlet and third party.

2.1.1.4 Distributor

Distributor makes sure that Link3 internet service is available in the market. They focus on

Router, connection setup charge and bandwidth price.

2.1.2 Customer Service Operation, Billing and IT:  

This department deals with customer after the sale occurs. Main activities of this department

includes maintaining data base of the customers, preparing, distributing, and collecting the

bills, activating new connections, deactivating connections, helpline service, interchanging of

the router modem, collecting the faulty and repairable modems, returning repaired modems,

changing modems and so on. This department is divided into three divisions.   

2.1.3 Distribution and Coverage   Initial Focus:

Link3 started their operation from year 2003. They are very emerging organization in this

sector. So initially they are not going to give equal focus to every aspect of the business. For

their business Link3 initially want to give focus to two most important activities. One is

“expansion of coverage” and other one is to improve their “own process of service”.

2.1.4 Expansion of the coverage

Link3 is a network based internet solution to everyone. For that they need to expand their

coverage all over the Bangladesh to provide their service to targeted customer. Initially they are

expanding their coverage in the capital Dhaka. Already Seventy five percent of the Dhaka city

is under their network coverage. They are aiming to cover 6 divisional cities within one year.

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And want to serve the whole Bangladesh with their network coverage within three years.  They

are aggressively expanding their network coverage. For that they are sharing and hiring other

telecommunications network infrastructures along with their own infrastructures to expand

rapid network coverage. 

2.1.5 Improve own process of service

Another important activity, in where Link3 is giving plenty of focus is how they can improve

their own process of service. They are still growing sector in the market. So they are still

organizing their own processes. But they are trying hard to improve their own internal process

to giving service to their customers. Own process of service is the process where they can

utilize all their resources in a smoother way which will enhance their capability to serve their

customer. Like if they can improve their network, coverage, service, marketing, trouble

shooting, speed, product etc. In a continuous manner then they will able to serve their customer

more efficiently.

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3.1 Problems Identified/Observed in the Organization

During my internship program in Head Branch of Link3 technologies Ltd, I have faced a

problem that is working environment. There is not enough space for working because the

branch is very small. A large number of employees are working in this small branch. Therefore,

it is a little bit tough to work in this environment for me. Except this, all kind of facilities they

have provided to me as an intern. Coordinators are so much helpful and cooperative as well.

Although Ten to Twelve (10 to 12) weeks is a very short period to gather a practical knowledge

about assigned task and prepare a report on it. During the internship program I found lots of

problem at Link3 technologies Ltd.

The following action should be taken for improvement against the problem-

They should hire employee according to qualification. Not by reference.

They should assure effective training that provide to employees

Each and every employee should well behave with client.

Link3 should improve the customer service.

Link3 should increase the efficiency of computer server as if the customers get the

solution immediately.

They should maintain resister book properly.

Most important thing about working place that they should change the building and rent

a new building where they get more space.

The accounts and admin department should be separate. It’ll reduce the work load of

employee and he or she can work more effectively.

3.2 Academic Preparation

Actually in university we have learned only the academic mechanisms. But it is difficult to

complete this theory over the professional life. In professional life we are do things practically

which we have learned theoretically only on some portions. There is a high chance things can

be mismatched. University should come forward regarding this issue. They should upgrade our

present educational system. In every courses there should have coordination between academic

and operational activities. Courses should be provided for the future job requirements as well as

build a person suitable for the competitive world. From very beginning I faced problems to

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adjust with the operational activities. I could not able to match my academic knowledge into

professional career. Example- I worked all the official things in Microsoft excel but in

university there were only few lesson about excel. But after some days I started to become

accustomed about work and everybody helped me a lot. That time I realized our education

system should be based on both academic and operational mechanisms.

3.3 Any missing knowledge and skills

I think there is very little missing knowledge and skills that I need to be learned in the

university so far, because our course are arranged in very systematically. So these courses are

obviously helpful for future job requirements or any other activities. But, there are some points

I need to mention:

Good Communication.

Accounts Department knowledge.

Finance Department knowledge.

Corporate culture.

Practical workshop on Excel.

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From the learning and experience point of view I can say that I really enjoyed my internship at

Link3 technologies Ltd. from the very first day. Discipline, rules and regulations are the

practices those I had to maintain in this organization because it is very much well organized. As

Link3 technologies Ltd. is an IT sector business so that organization and client relationship is

very important which behavior I have learned from this internship. I had the opportunity during

the program to get a closure look at the various service activities along with all other activities

of Link3 technologies ltd, corporate branch. I am confident that this internship program at

Link3 technologies ltd will definitely help me to realize my further career in the job market.

4.1 Implications to Organization/Company

As a fully customer oriented organization, Link3 technologies Ltd. operates great

customer service where the communication skill is one of the fundamental factors.

Treating every customer about the services is customized unique way is a challenging

thing as I observed while working with the staffs of the branch. I have achieved

significant amount of knowledge about customer service and I have realized that great

communication skill is the fundamental requirement of serving the customers with great

service.

Getting to know how customers are paid their billing money, how debit and credit

amount is being used for accounts section, about Due amount etc.

I also learned about address change, mobile number change, endorsement, debit

instruction, account opening etc in the software.

I also learned about the data post into ERP software.

4.2 Implications to University’s Internship Program

This internship is a part of our BBA program. AIUB has given us this opportunity to have a

practical job experience before getting into a permanent job as a full time employee. Definitely

this internship program will help us a lot in job sectors. Internship helps us to learn lots of

things which will be very effective for the near future.

From university’s internship program I have learned -

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To write a company’s portfolio in the report.

To present work experience in the report.

Co-operative education experience.

Concern for integrating experiences and external experiences.

Way of communication.

Business trips on various organizations can be arranged for Business students, it is not

manageable to take all the students at a time but trip for once in the whole BBA program is

manageable.

A webpage under AIUB's website can be opened so that future interns can get the idea about

internship program regarding activities of internees in various organizations and placement of

internees in various organizations.

4.3 Others

While doing this internship I have learned lots of new things, which was totally unknown for

me. Besides learning from the organization and the university, I have been able to gain some

other things which are very essential for me:

Confidence and professionalism

Improved subject area and discipline knowledge

Increased sophistication

Developed skills and competencies

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5.1 Conclusion

As an organization Link3 technologies ltd. has earned the reputation of top ranking ISP

provider and much more structured compared to any other ISP provider in Bangladesh. It is

persistent in pursuit of innovation and technology for improvement. It has a reputation as a

partner of corporate relationship

With a bulk of qualified and experienced Accounts department, Link3 technologies ltd. can

exploit any opportunity in the technology sector. It is pioneer in introducing many new

products and services in the IT sector of the country. Moreover, in the overall way, it is

unmatched with any other ISP business because of its wide spread networking coverage

throughout the city.

This report tries to figure out most of the indicators of service activities of Link3 technologies

Ltd. as a valid pretender in the competitive IT sector of Bangladesh. A severe cut throat

competition is going on currently in this sector and that’s why Link3 has to work out with

different dimensions like – flexible payment system, high bandwidth speed and proactive

activities undertaken by Link3 and some suggestion to get rid of the predicaments that exist.

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5.2 RECOMMENDATION

There are several suggestions which have been realized from the whole internship program.

Some of them area mentioned below:

Link3 needs to launch more services about software consultancy so that their customers

can happy with the services

Link3 should open more branches in the sub-urban and rural areas all over Bangladesh.

Continuous advertisement need to be circulated in electronic and print media to inform

and make popular of the Link3 services.

Link3 management should try to bring new IT products and services. This will increase

income and through IT, Link3 can provide better services to its customers.

To attract more clients Link3 has to create a new marketing strategy, which will

increase the total sales of products.

General accounting activities of Link3 need more dynamic and less time consuming.

Link3 should take some initiative to complete with those tasks.

Link3 should apply corporate governance in their organization.

Build new offices or make the adjustments in the interior design so that corporate look

up along with the employees do not feel packed and can work freely.

Though customers are satisfied with the courteousness, warmly greeting is replaced by

the artificial one. Proper warm greetings, more polite and helpful behavior could get the

highly satisfied customer.

Long-term training very much required for the officials to improve the performance.

With all the above-mentioned recommendations, also require another important thing that is

effective and efficient guidance from the company board of Directors.

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References

WWW.LINK3.NET

WWW.AUTHORSTREAM.COM

WWW.SLIDESHARE.NET

WWW.GOOGLE.COM

WWW.ASSIGNMENTPOINT.COM

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