What is hacking

Hacking is the practice of modifying the features of a system, in order to accomplish a goal
outside of the creator's original purpose. The person who is consistently engaging in hacking
activities, and has accepted hacking as a lifestyle and philosophy of their choice, is called a
hacker.

Computer hacking is the most popular form of hacking nowadays, especially in the field of
computer security, but hacking exists in many other forms, such as phone hacking, brain
hacking, etc. and it's not limited to either of them.

Due to the mass attention given to blackhat hackers from the media, the whole hacking term is
often mistaken for any security related cyber crime. This damages the reputation of all hackers,
and is very cruel and unfair to the law abiding ones of them, from who the term itself originated.
The goal of this website is to introduce people the true philosophy and ethics of hackers,
hopefully clearing their name and giving them the social status they deserve.

Types of Hacking

 Website Hacking

 Network Hacking

 Ethical Hacking

 Email Hacking

 Password Hacking

 Online Banking Hacking

 Computer Hacking

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How does it works

Hackers crack complex security systems, steal private information and may try to
corrupt a company or person's website. There are many reasons for this. They may have
a grudge against the person or company, or just find it funny. Many hackers don't do
anything once they get past the company's Internet security. While some hackers are
dangerous and can steal information (identity theft), others simply get a thrill out of the
challenge.

All websites and computer-related programs are run by some sort of code. Whatever
program was used to design it, such as HTML, C++ or JavaScript, hackers try to exploit
the code and find its weakness. They try to find a way to get around the security codes
by using special programs or writing their own codes to try and alter the original. How
strong a company's defenses are determine how hard it will be for the hacker to get
through. Some sites are currently unable to be hacked, and these are the sites hackers
target the most, since these sites present a challenge. Hacking creates a sense of
accomplishment, but the risks are high: Hackers face jail time and heavy fines if they
are caught.

Bangladesh Bank heist

In February 2016, instructions to steal US$951 million from Bangladesh Bank, the central bank of
Bangladesh, were issued via the SWIFT network. Five transactions issued by hackers, worth
$101 million and withdrawn from a Bangladesh Bank account at the Federal Reserve Bank of New
York, succeeded, with $20 million traced to Sri Lanka (since recovered) and $81 million to the
Philippines. The Federal Reserve Bank of NY blocked the remaining thirty transactions, amounting to
$850 million, at the request of Bangladesh Bank.

How did Bangladesh bank hacking happened

Bangladesh bank governor Atiur Rahman and two of the deputy governors have lost their jobs
over the $81 million cyber heist that sent shockwaves through the banking world. Now that
more details are emerging it is becoming clearer how hackers managed to carry out one of the
largest known bank thefts in history. The hackers managed to transfer $81 million between
February 4-5, over the Bangladeshi weekend, which falls on a Friday, when Bangladesh Bank
is closed - from its account with the Federal Reserve Bank of New York, transferring the cash
electronically to accounts in the Philippines.

According to reports, the hackers breached Bangladesh Bank's systems and stole its credentials
for payment transfers. They then bombarded the Federal Reserve Bank of New York with
nearly three dozen requests to move money from the Bangladesh Bank's account there to
entities in the Philippines and Sri Lanka. Four requests to transfer a total of about $81 million
to the Philippines went through, but a fifth, for $20 million, to a Sri Lankan non-profit

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organisation was held up because the hackers misspelled the name of the NGO, Shalika
Foundation. Hackers misspelled "foundation" in the NGO's name as "fandation", prompting a
routing bank, Deutsche Bank, to seek clarification from the Bangladesh central bank, which
stopped the transaction.

A report filed by the police investigating the case said that because of a printer and software
problem, it took the Bangladesh central bank nearly four days to ask banks across the globe to
halt payments to the hackers. Bangladesh Bank's joint director Zubair bin Huda said engineers
were unable to fix the printers until February 6, a day after the New York bank sent queries
about four separate transactions.

Bangladesh Bank tried to contact New York on February 6 by email, fax and phone to ask that
the transactions be suspended when it realised that the SWIFT interbank messaging system
which it normally used was not working properly. But they were unable to get through as the
US bank was closed for the weekend.

It was not until Monday afternoon that the central bank's main server was again working
properly and officials were able to send the formal requests to stop the payments to six banks
across the globe.

The hackers had tried to steal around $1 billion and got away with $81 million from the
country's coffers that was transferred to a bank in the Philippines.

The money is said to have been transferred to an account belonging to ethnic Chinese
businessman William So Go. Go then allegedly transferred the money to Filipino casinos.

Go's lawyer claims that the businessman's signatures for his now-frozen account, which were
used to transfer the money, had been forged.

Security experts say the perpetrators had deep knowledge of the Bangladeshi institution's
internal workings, likely gained by spying on bank workers.

The New York Fed has said its systems were not breached, and it has been working with the
Bangladesh central bank since the incident occurred.

Initially, the central bank was not sure if its system had been breached, but cyber security
experts brought in to investigate found hacker "footprints" that suggested the system had been
compromised. These experts could also tell that the attack originated from outside Bangladesh.

As details of the scandal emerged last week, Bangladesh Finance Minister AMA Muhith
threatened to sue the New York Fed.

The US-based bank said in a statement on its website that the payment instructions "were fully
authenticated by the SWIFT messaging system in accordance with standard authentication
protocols".

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Causes of Bangladesh Bank Hacking

Investigators examining the theft of $81 million from Bangladesh’s central bank have
uncovered evidence of three hacking groups -- including two nation states -- inside the bank’s
network but say it was the third, unidentified group that pulled off the heist, according to two
people briefed on the progress of the bank’s internal investigation.

FireEye Inc., the company hired by the bank to conduct the forensics investigation, identified
digital fingerprints of hacking groups from Pakistan and North Korea, the two people said. It
hasn’t found enough data to determine whether the third group, the actual culprit, was a
criminal network or the agent of another nation.

The twists and turns add to the mystery of who pulled off one of the largest cyberheists in
history. The hackers, pairing theft with havoc within the global financial system, used the Swift
inter-bank messaging system to move cash into fake accounts in the Philippines but were
discovered before they could complete an attempted transfer totaling $951 million.

The U.S. Federal Bureau of Investigation suspects an insider with access to the computers at
the Bangladesh central bank played a role in the caper, according to the people briefed on the
investigation. Police in Bangladesh said they have found negligence within the bank but
haven’t determined whether there was any criminal intent.

Spokesmen for Pakistan’s interior and information technology ministries didn’t respond to
requests for comments. Telephone and e-mailed requests for comment to North Korea’s
delegation to the United Nations went unanswered.

‘Weak Link’

A year in the making, the hacking scheme ran through the Swift messaging system and the
central bank’s accounts at the Federal Reserve Bank of New York, exposing crucial weaknesses
in the global financial system. Government officials in the Philippines and Sri Lanka are
investigating where the purloined money may have gone. Members of the U.S. Congress have
asked for additional information about whether there were lapses in security by institutions
duped in the scam.

“These guys started to lay the groundwork for their hack or their robbery a year ago. They set
up their false accounts, with false IDs,” said Leonard Schrank, who was Swift’s chief executive
officer for 15 years through 2007. “It was really well thought through, and they found a very
weak link, which they exploited.”

Hundreds of billions of dollars are moved internationally through the Swift system daily. The
group warned users last month that it was aware of several similar attacks. It didn’t indicate
whether it suspected the same hackers or whether more money was taken.

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Skilled Perpetrators

The Bangladesh forensic results, provided to the bank in the last few days, highlight the
challenges of identifying skilled perpetrators in cyberspace, where hackers can mimic others
and route their actions around the world to confuse trackers.

The people briefed on the investigation agreed to provide details for this article only if not
identified, citing the small circle of people who have been briefed so far.

On Tuesday, the new head of Bangladesh’s central bank met in Basel, Switzerland, to discuss
the investigation with officials from the New York Fed and Swift. In a brief joint statement,
the parties said they were committed to recovering the proceeds of the fraud, bringing the
perpetrators to justice and working together “to normalize operations.”

Representatives for the New York Fed, Swift and Bangladesh central bank declined to provide
additional details about the progress of the investigation. Vitor De Souza, a spokesman for
FireEye, declined to comment on the report.

USB Port

FireEye was unable to determine how the thieves first entered the Bangladesh bank’s network,
according to one of the people. One possibility is that malware was introduced into the network
by someone inside the bank or a technician working with the bank. Malware can be introduced
quickly onto a network by someone inside with something as simple as a thumb drive in an
open USB port. The forensics investigation hasn’t found any evidence of this, the person said.

The potential role of any insider is still being investigated. The FBI has been assisting the
inquiry at the request of the Bangladesh central bank. Jillian Stickels, a spokeswoman for the
FBI in Washington, declined to comment on the investigation. The Wall Street Journal
reported earlier Tuesday that the FBI suspected the involvement of an insider.

The Bangladesh Bank hasn’t yet been able to determine whether an employee was involved,
according to a panel it appointed to review the incident. An official from Bangladesh’s police
said it hasn’t received information from the FBI about a possible insider and that no arrests had
been made.

Bangladesh officials have sought to cast Swift as bearing some responsibility, this week
releasing details about Swift technicians who made upgrades to the bank’s system late last year.
Reuters previously reported on the officials’ findings.

The way that technicians from Swift set up the network at Bangladesh Bank “was not according
to the agreed plan," Shah Alam, a senior official in Bangladesh’s Criminal Investigation
Department, told Bloomberg on Tuesday.

“We have also found that some officials at Bangladesh Bank who were in charge of maintaining
the network fell short of their responsibilities,” he said, adding that police were still trying to
determine if the officials’ actions went beyond pure negligence.

Such allegations are false, inaccurate and misleading, Swift said in a statement on its website.

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Moral Responsibility

The Bangladesh central bank has been roiled since the hack was disclosed in March, and several
officials have stepped down. Atiur Rahman resigned as Bangladesh’s central bank governor,
saying he took moral responsibility after failing to immediately inform the Finance Ministry of
the theft. Two of his deputies were also removed.

Attribution of a breach is notoriously difficult, even for the U.S. government. In this case, the
task was hampered as investigators sifted through the handiwork of multiple hacking groups,
attributing the heist at various stages of the investigation first to one group and then the next,
according to one of the people briefed.

Hackers used the Swift system to make illicit payments to accounts in several countries,
creating sophisticated malware designed to operate on the bank’s Swift messaging system. As
the hackers navigated through the bank’s network unseen for weeks, they deployed a
smorgasbord of tools that included two pieces of malware dubbed Nestegg and Dyepack,
according to one of the people briefed on the report.

Custom Malware

The ease with which the hackers manipulated the interbank system and the significant resources
used to create and customize the malware raise the possibility of more attacks against
international institutions, people involved in the bank probe said.

North Korea’s hacking prowess has been cited by government officials repeatedly in recent
years. President Obama accused North Korea of pilfering and publishing a trove of corporate
information from Sony more than a year ago -- after the production of “The Interview,” a movie
that parodies North Korea -- and vowed to take unspecified action against the country. North
Korea has also been blamed for a series of financial hacks in South Korea by officials there.

After the White House publicly attributed the Sony breach to North Korea, some security firms
publicly cast doubt on the claim. North Korea has denied any involvement.
Investigators have spent weeks following the money trail from the Bangladesh central bank’s
account, but the ultimate destination of tens of millions of dollars remains unknown.

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Some Security Reasons that need to be considered

Here are some recommendations:

 Keep up with patches and maintain the latest updates for your antivirus software.
 Install an inclusive firewall program that can pinpoint unauthorized programs
attempting to transmit data over the Internet.
 Check business balance on a daily basis and use the ’bank by phone’ option; it provides
sufficient details and is more difficult to hack. (This applies to making an actual phone
call rather than using your smartphone to log on to the bank’s website).
 Change your online banking passwords several times throughout the year—and throw
password1234 out the window. Make sure your login is a long mix of numbers and
letters, capitals and lower case.

Banks, financial institutions, vendors, merchants, and all organizations involved in online
merchandising are finding an increased need to ensure their transactions are secure. It is equally
important for their clients to secure their equipment themselves. Hackers, like all other
predators will attack the weakest prey. Keeping security measures strong so they have to find
another victim.

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Unilever Bangladesh is a company that has its own history intrinsically built with the
development of our nation and our culture. It has been part of the Bangladeshi household since
the 19th century with the same intention of bringing cleanliness and convenience to households
as we do today. Back then Sunlight soap was marketed through Lever Brothers India limited
throughout the undivided India. Later on, Lever Brothers Pakistan limited started its operation
in Bangladesh on a larger scale. In 1964, our soap manufacturing facility was setup in
Kalurghat, Chittagong.

With time it gradually evolved and diversified into manufacturing personal products like skin
care creams, toothpastes, shampoos, detergent powders, and so on. Accumulating
manufacturing experience over 40 years, we have a legacy of leading the market with
international brands offered at affordable prices. Today, with 13 different brands in 8 different
categories, Unilever Bangladesh stands as one of the most progressive partner in development
for the Government of Bangladesh.

Unilever Vision

Unilever products touch the lives of over 2 billion people every day – whether that's through
feeling great because they've got shiny hair and a brilliant smile, keeping their homes fresh and
clean, or by enjoying a great cup of tea, satisfying meal or healthy snack.

To make cleanliness on place; to lessen work for women; to foster health and contribute to
personal attractiveness, in order that life may be more enjoyable and rewarding for the people
who use the products.

Unilever Mission

Unilever's mission is to add Vitality to life. Their mission is “To meet everyday needs for
nutrition; hygiene and personal care with brands that help people feel good, look good and get
more out of life.”

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Unilever Today

Unilever brands are trusted everywhere and, by listening to the people who buy them, they’ve
grown into one of the world's most successful consumer goods companies. In fact, 150million
times a day, someone somewhere chooses a Unilever product.UBL have a portfolio of brands
that are popular across the globe - as well as regional products and local varieties of famous-
name goods. This diversity comes from two of their key strengths:

 Strong roots in local markets and first-hand knowledge of the local culture.
 World class business expertise applied internationally to serve consumers everywhere.

Unilever Goals

The goals of UBL are:

 To manufacture high-standard products.

 To promote products to the highest extent.
 Producing large volume to achieve production cost economies.
 To enable quality products to be sold out at obtainable prices.

Supply Chain Management of Unilever Bangladesh

The Supply Chain Director (SCD) who is in charge of planning, buying,

manufacturing and distributing heads Supply Chain Department. The supply chain process
constitutes a series of important activities ensuring smooth delivery to the consumers. Supply
chain process led to joining planning and buying with manufacturing. This chain is further
extended by joining distribution to the chain, thus integrating both backward and forward
linkages. An integrated supply chain will give them the advantage of acting with speed,
enabling them to keep up with pace of the ever changing business scenario. At present,
it is divided into the following functions:

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 Company
Manufacturing Engineering
Buying

Quality
Distribution Planning
Assurance

Efficiency and Effectiveness

Analyzing all the part of SCM we can say that comparing with others Unilever BD Ltd is very
much effective and efficient in their market. They set a huge and effective marketing chain in
their market they are very much careful about the production and the quality of their product.
They are now the market leader and the secret behind their success is the effective SCM. From
production to distribution they maintain a great balance. They are very much successful in their
sector. By using effective SCM they made their success. They use SCM in their factory which
tells them which product is on inflows and which is on outflow. They make the best use of their
resources and make the product. They mean that if the customer is satisfied the production and
the profit will also gain. That’s why they made an effective SCM which makes them very much
efficient in the field of their market.

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Performance and measurement
Performance and measurement is the main part of our topic. In the case of Unilever the
performance of that company is very good. Because of their various kind of product they are
the market leader of most of the sector. Behind their success there are some factors such as:

 The quality and control of their product in the market

 On time delivery and shipment
 Latest technology use to produce their product
 Skilled employees and worker
 Brand value
 Their huge marketing chain

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GrameenPhone, Bangladesh

Grameenphone Ltd. is the largest mobile telecommunications operator in Bangladesh in terms

of revenue, coverage and subscriber base. The company was incorporated on 10 October 1996
as a private limited company. Grameenphone converted to a public limited company on 25
June 2007. The company became stock listed and started its trading at Dhaka and Chittagong
Stock Exchanges from 16 November 2009. The shareholding structure comprises of mainly
two sponsor Shareholders namely Telenor Mobile Communications AS (55.80%) and Grameen
Telecom (34.20%). The rest 10.00% shareholding includes General public & other Institutions.

Grameenphone Ltd. is a leading provider of telecommunications services of Bangladesh. The

company operates a digital mobile telecommunications network based on the GSM standard in
the 900 MHz, 1800 MHz and 2100 Mhz frequency bands, under license granted by the
Bangladesh Telecommunication Regulatory Commission (BTRC). The table below gives an
overview of the mobile spectrum licenses held by Grameenphone.

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About CRM

According to Wilson (2002) CRM is a concept that enables an organization to tailor specific
products or services to each individual customer according to his or her need. In the most
advanced scenario, CRM may be used to create a personalized, customized, one-to-one
experience that will give the individual customer a sense of being cared for, thus opening
up new marketing opportunities based on the preferences, previous behavior and history
of the customer (ibid). Fayerman (2002) said that CRM as a customer-focused business
strategy that aims to increase customer satisfaction and customer loyalty by offering a more
responsive and customized services to each customer.

Vision of CRM

While strategies, processes and technology may vary from company to company, the goal of
implementing CRM initiatives is roughly the same for all: to build the most profitable
relationships possible with customers. To achieve that goal, one of the most important things
your company must do is getting the right information to the right place at the right time as
efficiently as possible- a concept any fulfillment company should understand and be positioned
to support.

Full-service fulfillment companies can help you create, manage and deliver your marketing
and sales communications in the most cost effective, timely manner. Additionally, better
vendors will share your business vision and provide solutions to help you implement customer
centric programs.

Functional CRM:

Until recently most CRM software has focused on simplifying the organization and
management of customer information. Such software, called operational CRM, has focused on
creating a customer database that presents a consistent picture of the customer’s relationship
with the company and providing that information in specific application such as sales force
automation and customer service in which the company touches the customer.

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CUSTOMER RELATIONSHIP MANAGEMENT IN GRAMEENPHONE

To solve customer’s problems and complains GrameenPhone customer service department has
5 major segments:

Contact Center

Resource
Telesales
Management

GP customer
service
department

People and
Complain
process
Management
development

1. Contact Center: There are two segments within the contact center, the first one is the
Consumer segment and the other one is the Business segment. The Consumer segment deals
with all the queries and complains that come from all the subscribers other than the corporate
or business subscribers. On the other hand, the Business segment generates more than 60% of
the revenue for the company so, GP provides special customer service to their corporate clients
and they get the priority in getting the service over 121(hotline) without being in queue. Their
comments and requests are taken seriously and solved with high priority.

2. Resource Management: This is the department which assigns duty to all the employees of
customer service division. Forecasting, on how different plans are to be executed by the
employees are done by them. All the back ends planning regarding customer service are
planned by them which are then executed by the employees of customer service division.

3. Complaint Management: This department handles all kinds of complain related issues. All
the fraudulent activities done from a GP SIM and the complaints regarding these issues are
dealt by this department. This is a very dedicated team which makes sure that all the complaints
are looked after.

4 .People &.process Development: This department arranges internal training of all new and
existing employees. Their job is to keep all the customer service employees updated regarding

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the latest service and offerings. All new software trainings for employees are also arranged by
them.

5. Telesales: This department sets a target on selling F&F, missed call alert service, call block
service and different edge services through 121 hotline. They prepare targets for each customer
managers who are directly interacting with the subscribers. They prepare modules and selling
techniques for customer managers which help the customer managers to better perform their
duties.

Contract center also has some segments such as business segment, Consumer, emerging, bill
pay, EDGE & BlackBerry Services and online communication. Responsibility of the Customer
Manager include –

 Inform the subscriber about new service & promotion.

 Conduct direct sales activities of various service offered by GrameenPhone such as –
Missed Call Alert, EDGE package, FnF, Welcome tunes and other value added
services.
 Provide service related solutions of different problems arising from Voice call
connectivity, data connection setup and connectivity, SMS connectivity and other VAS
activation or deactivation over the hot line 121.

IDENTIFYING TARGET CUSTOMER

GrameenPhone has a huge database of their customers. Their target customers are their existing
customers and potential customers. They identify target customers by using the following
procedures:

Gp Customer
Service

Online
Customer Customer Complaint Feedback form/
customer
Service Hotline Service Point Management Query Form
Service

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  Customer Service Hotline

User of the GP will get service by dialing 121 from their own mobile set.

 Online Customer Service

User of GrameenPhone can get customer service through online chat.

 Customer Service Point:

User of the GP can solve the problem just knocking at the door of their near customer care
center with valid documents of SIM holder.

 Complaint Management:

Complaint Management handling queries, requests by mail, faxes and letters from customers.

 Feedback Form/Query Form:

Customers can ask a question about their unknown facts through their website and will get
instant answer by the CRM systems of the company.

DEALING WITH CUSTOMER COMPLAINS

Customers complain with GrameenPhone’s various services, network, internet, billing and so
on. GrameenPhone’s dedicated customer care agents solve their problems. They offer one stop
service for the customers. However sometime complain is transferred to specialists.

At customer service hotline customers phone to 121 and a customer care agent tries to solve
his problems, whenever he failed to solve any specific problem he transfer it to specialist team
to solve the problem.

At online customer service GrameenPhone’s customer care agent contacts with customers
through online chat and try to solve customer’s problem. For any specific problem they invite
e-mail from customers.

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At customer service point customers can talk face to face to customer care executives and solve
their problem instantly.

Customer’s letters, e-mails, and faxes are also reviews carefully and attempt taken to solve
their problems.

TRAINING AND DEVELOPMENT OF CUSTOMER CARE EMPLOYEES

GrameenPhone provide training to their customer service employees on:

Providing one-stop quality Customer Services to ensure positive customer experiences.

Conducting service awareness and telesales to retain the existing customers and acquire
potential customers.
Maintaining targeted KPI on a regular basis
Being more caring, reliable, inspiring and friendly with the subscribers to enhance and
maintain GrameenPhone Brand promise
Capturing customer insights, follow-up and escalate critical issues / complaints and
provide timely feedback to ensure customer satisfaction
Escalating the activation/deactivation assortment of services
Updating the connection status of a corporate SIM after receiving the authenticating
mail from the authorized corporate signatory personnel and Grameenphone credit
management team.

RECOMMENDATIONS

Here are some recommendations for improving customer service for GrameenPhone:

 Efficient technological backup and Ensure timely and unique information through
 Establish more authority at workplace.
 Decrease the call pressure on employees to increase customer satisfaction.
 Give more training to the customer manager so that they can increase their skills.
 Increase Grameenphone Service point to serve more people.
 Create a strong IVR (interactive voice response) so that subscriber get more service
from IVR without the help of human agent.
 Free the call charge when subscribers are in queue.
 Effectively make the break plan so that the customer manager can remove stress.
 Increase the number of employee to reduce call pressure.
 Motivate the employee by different motivational factor because it is a monotonous job.
 Establish strong coordination among segments and design simple process.
 Efficient technological backup and Ensure timely and unique information through
 Establish more authority at workplace.
 Give more benefit to the employee to reduce employee turnover.
 Reduce the time limit of solve complains of the subscribers to increase customer
satisfaction.

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  Use the easiest communication method to reach all level of subscribers.
 Recruit skilled customer manager who can serve the subscriber with high quality.
 Provide training to the customer manager so that they can satisfy the customers.
 Recruit local people in local area so that they can understand local subscribers need.
 Use the latest technology to serve the subscribers more efficiently.
 Establish strong coordination among segments and design simple process.

CONCLUSION

GrameenPhone is one of the pioneer companies to introduce effective customer care in

Bangladesh. They offer wide ranges of services at various categories through various medium.
Their CRM practice helps them to retain existing customers and acquire new ones. It also
generates profits for them. So they should be more careful in identifying target customer and
dealing with customers complains as well as training and development of their customer care
employees.

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