General

Information

1
 1.1History of BSNL

Alexander Graham Bell patented the first Telephone instrument capable of

practical use in 1876. This method was used in the first commercial instrument developed
by Bell in 1876. In 1878, the first telephone exchange was established at New Haven.

In 1880, two Telephone Companies viz. The Oriental Telephone Company Ltd.
and The Anglo-Indian Telephone Company Ltd. approached the Govt. of India for
permission

o establish Telephone Exchanges in India. The permission was however refused

on the grounds that the establishment of Telegraphs was a Government monopoly and
that the Government itself would undertake the work in the event of sufficient demand.
By 1881, Govt. of India changed their earlier decision and licence was granted to the
original Oriental Telephone Company Limited of England for opening Telephone
Exchanges at Calcutta, Bombay, Madras, Karachi and Ahmedabad.

28th January, 1882, is a Red Letter Day in the history of Telephone in India. On
this day Major E. Baring, Member of the Governor General's Council declared open the
Telephone Exchange in Calcutta, Madras and Bombay. The exchange at Calcutta named
"Central Exchange" was opened at third floor of the building at 7, Council House Street.
On 30-06-1882, the Central Telephone Exchange had 93 number of subscribers.

 A distant view of old Writers Building taken before the Dalhousie

Institute was built within Dalhousie Square. The foundation of Dalhousie
Institute was laid on 4th March 1865
 On 1899, The Central Tele- phone Exchange was shifted to 1,
Council House Street. The management of the Oriental Telephone Company
was subsequently taken over by Bengal Telephone Company Limited. The
telephone system in the city remained under management of Private Company

2
 till 1941 when all the shares of the Private company were purchased by a
Public Enterprise The capital expenditure involved in this deal was Rs 117
lakhs only. From 1st April 1943, the control of the Telephone system in
Calcutta, Madras and Bombay was taken over directly by the MTNL.

 Indian Posts and Telegraphs Deptt. In 1985, Indian P & T was bifurcated and
the control of Telephone has been transferred to Deptt. Of Telecom. On 01-10-
2002, the telephone system of Calcutta came under Bharat Sanchar Nigam
Limited (BSNL) alongwith all other circles except the city of Delhi and
Mumbay which are under Mahanagar Telephone Nigam Limited (MTNL).

Calcutta Telephone District CTD) is the largest metro district of BSNL.

Calcutta Telephones is having a service area of 1900 sq. k.m. Covering the city of
Kolkata and adjoining areas from five districts of West Bengal viz. Howrah, Hooghly,
Nadia, North 24 Parganas and South 24 Parganas.

At the time of Independence there were 20,000 phone connections in Kolkata. The figure
rose to 5,00,000 by March 18, 1997 and crossed 1 million by February 27, 2000.

CTD is the first metro network in the country to become fully electronic on 31-03-99 and
is the first metro network in the country to become fully digital on 31-03-2000

 Operators at Hare Street Manual Exchange - 1935

Today on 31-03-2003, CTD is the most modern metro network of BSNL with about 13
lakh customers where telephone is available on demand, ISDN is available on demand
and also leased circuit is available on demand.

During the last two years a large number of new technologies, new services and
new customer care facilities have been introduced.

3
New Technologies and New Services

New technologies which have been introduced are

• STM rings

• Intelligent Network (IN) (first city to launch the service)

• Local Network Managed System (first city to launch the technology)

• Microtunnelling (first city to launch the technology)

• Managed Leased Line Network (MLLN)

• Wireless in Local Loop (WLL)

• India Mobile Personal Communication Service (IMPCS)

• Centrex

• Answering Machine Service (AMS)

• Fibre to the Building in the form of RLU and DLC which has reduced the
average copper
loop length to less than 2 K.M.

• Direct Internet Access Service (DIAS)

• Voice over IP (VOIP)

• Account Less Internet

• Internet Telephony (Webfone)

• Sampark (IVRS based)

4
Customer Care Steps

• Different modes of bill payment

• Changed number enquiry service 1951/1952/1953

• Billing information system 1501/1502/1503

• Telephonic reconnection service

• Telephonic address correction

• Fault docketing through IVRS

• CTD web site

5
1.2Assets of BSNL

Bharat Sanchar NigamL imitedhas got fixed assets valuing more than Rs 90,000
Crores(US $ 20.64 billion), which are in the form of Land, Buildings, Cables, Apparatus
& Plants etc.

1.3 Addresses of BSNL

BSNL Registered Office

10th floor, Statesman House,

B-148. Barakhamba Road

New Delhi-110 001

BSNL Corporate Office

Statesman House,

B-148, Barakhamba Road

New Delhi-110001

6
1.4 Board of Directors

Corporate structure of BSNL Board consists of CMD & Five full time Directors Human
Resource Development (HRD), Planning & New Services , Operations, Finance and
Commercial & Marketing, who manages the entire gamut of BSNL operations. There are
five other Directors in the full Board of BSNL

CMD- Shri A.K. Sinha

Director (Operations) - Shri J.R.Gupta

Director (Finance) - Shri S.D.Saxena

Director (Planning & New Services)-Shri R.L.Dube

Director (Commercial & Marketing) - Shri G.S.Grover

Director (HRD) - Shri Niranjan Singh

Sh. M. Sahu Govt. Director

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1.5 MISSION & VISION

• To become the largest telecom Service Provider in South East Asia.

• To provide world class State-of-art technology telecom services on demand at
affordable price
• To Provide world class telecom infrastructure to develop the country's economy.

OBJECTIVES

• To be a Lead Telecom Services Provider.

• Build customers confidence through quality and reliable service.
• Provide Bandwidth on demand.
• Contribute towards:

i. National Plan Target of 250 million subscriber base for the country by December
2007.
ii. Broadband customers base of 20 million in the country by 2010 as per Broadband
Policy 2004.
iii. Telephone in all villages.
iv. Implementation of Triple play as a regular commercial proposition.

8
1.6 Achievements April-December 2000

Since BSNL's formation on October 1, 2000 up to September 2001, significant

growth has been achieved in almost all the infrastructural parameters:

Number of exchanges has grown by 14% to 32369.

Equipped capacity has grown by 21.5% to 36.43 million in one year.
Direct exchange lines have grown by 21.5% to 29.4 million.
TAX capacity has grown by 7.8% to 25,40,000.
OFC route kms has grown by about 26.9% to 241841.

New Telephone Connections:-

During 1999-2000 a record number of 45.40 lakh new telephone connections

were provided by BSNL, bringing the total number of DELs to 224.8 lakh.

During the current year (April-Dec. 2000) 27.23 lakh lines have been installed.
Total lines installed as on 31-12-2000 is 252.4 lakh.

Public Call Office (PCOs):-

In the urban areas, since there is a long waiting list for telephone connections and
also considering the fact the telephone facility is needed by general public who can not
afford to have a telephone of their own, it was decided that the accessibility should be
improved by providing a large number of PCOs for general public.

Total number of PCOs 326574, STD PCOs, 5449 NHPTs have been provided up to
March 21, 2000.

As on March, 31, 2000 the number of villages having Village Public Telephones
(VPTs) was 374605 out of 607491.

During 2000-01(April-December 2000), 152,150 PCOs have been provided.

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Provisions of Cellular Mobile Phones:-

It has been planned to introduce WLL technology in the network. Its salient
features of WLL are its fast and easy deployment, flexibility, limited mobility etc.
Initially this service is being introduced in 27 cities by BSNL in the form of pilot project.
The estimated cost of this project shall be about Rs.50 Crore.

Telephone Services:-

3010 New telephone exchanges (Net addition) were commissioned during 1999-
2000 raising the total number of exchanges to 27569. The equipped capacity of
Telephone Exchanges rose to 281.28 lakh lines with the net addition of 63.02 lakh new
lines during the year representing an increase of 28.87% over the previous year.

The equipped capacity of Telephone Exchanges as on December 31, 2000 was

311.31 lakh lines.

All electromechanical exchanges in the country have been scrapped and

decommissioned. Now the total switching network is electronic type.

Subscriber Trunk Dialing(STD):-

As on March 31, 2000, there were 369 TAXs in the country. The equipped
capacity was increased by 480000 bringing the total to 1948000 lines.

The number of stations connected to the National Subscriber Dialing Network

through these TAXs were increased by 3364 bringing the total to 21576.

As on December 31, 2000 the total number of TAXs increased to 374 and 258000
lines were added to TAX network bringing the TAX switching capacity to 2206000.

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STD Stations:-

The direct dialing facility is very useful for accessing distant stations instantly. The
BSNL has, therefore, been constantly increasing the number of STD stations in the
country.

There were 21576 NSD/STD stations in the country as on March 31, 2000.

During April-December, 2000, 1576 new stations have been connected to Tax network
bringing the total number of stations connected on STD to 23152.

Transmission Systems:-

The status of microwave systems was 117704 as on December 31, 2000. 29704
RKMs of optical fibre systems have been added bringing the total to 201001 RKMs as
on December 31, 2000.

During the year 2000-2001, the target is to cover 100000 villages out of which
14216 villages have already been covered till December 31, 2000 bringing the total to
388821 villages by the end of December 2000. The remaining villages are expected to be
linked with telephone lines by the end of March, 2002.

Rural Telephony:-Coverage:- The objective is to provide telecom facility in all the

revenue villages and telephones on demand in rural areas to meet the universal service
obligation (USO) by March 2002. 3.74 lakhs VPTs had been provided upto March 31,
2000. Total number of DELs in the rural areas were 48.42 lakhs at the end of March
2000.

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1.7 Growth Plan

BSNL's future plan include a fast expansion programme of increasing the present 34
million lines to twice that number by 2005 and some 120 million lines by 2010.

The shift in demand from voice to data domination, and from wireline to wireless, has
revolutionized the very nature of the network. BSNL has already set in place several
measures that should enable it to evolve into a fully integrated multi-operator by 2005
and its incumbent status, size, infrastructure and human resource should certainly, give it
a distinct advantage.

Consolidation of the network and maintaining high quality of service comparable to

International standards is the key aim of the Growth Plan. Objective of the plan are:

The telephone connection shall be provided on demand and it shall be

sustained.
The Network shall be made fully digital. All the technologically obsolete
analog exchanges will be replaced with digital exchanges.
To provide digital transmission links up to all SDCAs.
Digital connectivity shall be made available to all the exchanges by 2007.
Extensive use of Optical fiber System in the local, Junction and long
distance network so as to make available sufficient bandwidth for the
spread of Internet and Information technology.
ISDN services shall be extended to all the district headquarters, subject to
demand.
To provide Intelligent Network Services, progressively all over the country
(major cities have already been covered).
To set up Internet Nodes progressively up to District headquarters level.
Upgrading existing STD/ISD PCOs to full fledged Public Tele-Info Centers
(PTIC) for supporting Multi media capability and Internet Access.
Replacement of life expired, analogue coaxial and radio systems.
Introduction of Wireless technology (Supporting Internet Access) and
optical fiber technology in subscriber loop.
Introduction of latest telecom services like National directory enquiry,
computerization etc.
Cellular Mobile Service 'Cell One' of BSNL was launched on 19th October
2002 . The scheme will cover 4 million customers in two phases. Phase-I
will cover about 1.5 million customers covering about 1000 cities during
2002-03, which will be expanded to 4 million in phase-II.

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PROJECTS RECENTLY IMPLEMENTED/UNDER DEVELOPMENT

• National Internet Backbone of BSNL

• Voice over IP
• Broadband Services - ADSL & High Speed Internet
• Managed Leased Line Network (MLLN)
• Access Network - LMDS, DLCs, RLC etc.

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Human Resource

Department

14
2.1 Organization Chart of BSNL

15
 2.2 Organization Structure

Chief Executive Officer

Finance &
Export Account
Administration &
Personnel Marketing /
Impor
/ Sale
t
HRD

Costing

16
2.3 Staff
Distribution of Group-wise staff strength of Dot and BSNL (numbers) as on 31st March
2006 is indicated below

17
2.4 ADMINISTRATIVE ACTIVITY

At plant:
Factory work at following schedule:
From Monday to Saturday 9:00 a.m. to 6:00p.m.
Lunch hours 12:30 p.m. to 1:00p.m.
Weekly off Sunday

At head office:
Head office works at following schedules:
From Monday to Saturday 10:00a.m. To 4:30p.m.
Lunch hours: 1:00p.m. To 1:30p.m
Weekly off Sunday

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Que: Are the respondents satisfied for their administrative time?

Administrative Activity

no 15

yes
no

yes 85

Interpretation: - There are 100 total respondents and the result is so as graphs. And
we can say that Administrative activity is right for the employee.

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2.5 LEAVE RULE

Effective from 1st april-2002, the following rules shall be applicable for to all employee
of BSNL at head office and plant.

General
The leave year for the entire employee will be financial year beginning from April to
March.
“Employee” means Officer, Executives, Manager, and other staff members.

Privilege Leave:
All regular Employees will be entitled to 21 days of privilege leave for 12 months
services in a year.
Employee cannot take PL in advance.
Utilized PL will be enchased at the end of the year. The same will not to carry forward to
the next year.
An employee can avail PL for more than 4 days only twice during a year and should
apply at least 15 days in advance.
In absence of specific acceptance to the extension of leave the employee should be report
for duty as per approved schedule.

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Casual leave and Sick leave:
Employee can avail max 7 days CL during the year for domestic purpose.
They should be sufficient reason to avail sick leave.
To avail sick leave more than three days, a proof of medical treatment will be required.
Utilized SL and PL will be carry forward to subsequent year.
Leave without pay:
Absence from duty other than above will be treated as Leave without pay.
During the period of leave without pay an employee will not be entitled to any kind of
benefits and this period will not be counted as ‘services’ for the purpose of
earning leave, gratuity or for other fringe benefits.

Que: Are the respondents satisfied for their leave rule?

21
 Leave Rule

yes 48 yes
no 52
no

Interpretation: - In this case it is quit dissatisfy to the employee. And we can

suggest that the organization have tried to solve this problem or get improvement.

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2.6 LOAN POLICY
In today’s fast moving world every one-face finance urgency especially middle
class people. To tackle finance problem of employees BSNL designs very low interest
Loan policy, which helps the employee to overcome finance problem.

All level of employee is eligible for loan as per the followings rules:

GRADE TYPES OF Yrs of Max Amt of Loan Rate

EMP Ser of
LOY vic I
EE e n
to t
be e
co r
mp e
lete s
d t
G-1 Mgr to 1yrs 1 Lacks or 5 times gross 0.0%
Sr.Vi salary
ce whichever is
Presi higher.
dent
G2 Officer to 1.5yrs 60,000 or 5 times gross 0.0%
Dy. salary
Mgr whichever is
higher.

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G3 Sr. Sup. 2 yrs 40,000 or 5 times gross 0.0%
Supe salary
rviso whichever is
r, higher.
Clerk
,.
G4 Operatio, 3yrs 25,000 or 5 times gross 0.0%
peon, salary
Mec whichever is
henic higher.
s

It should be re paid with in 36 installments for every level of employee.

If any employee resigns from the company, his /her rest of all installments will be
deducted from his /her remaining dues or he /she summit all amt of dept in cash.
Loan application form is available at HR DEP and it should be sanction before 1 m
however the mgmt reserves the right to change anything it should be sanction
before one month.
However, the mgmt reserves the right to change anything if it is necessary.

Que: Are the respondents satisfied for their loan policy?

loan policy

no, 38
yes
no
yes, 62

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 Interpretation: - Most of the respondents are satisfied but 38 out of 100 are
dissatisfied of the loan policy.

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2.7 COMPANSATION

Objective:

BSNL designs fair and motivated compensation structure after making

benchmark with similar industry. The aim of this structure is to attract best
employee from the market by offering modern package.

Main Features of Compensation structure:

 It is motivated to all level of the employees.

 It is easy to understand and easy to maintain
 It is uniform across the company.
 It is helpful to employee for minimum tax liability.
 It is in line with internal as well as external equity.

Management Grades, Cadre and Compensation fitment:

Grade Types of Approx.

Employee Compensation
G-1 Manager to vice 20,000 to 50,000
President Gross
G-2 Officer to Dy. Mgr 8,000 to 19,000
Gross
G-3 Asst. to jr. officer 3,000 to 6,000
Gross
G-4 Peon to operator 2,000 to 4,000

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Que: Are the respondents satisfied for their Compensation?

compensation

yes, 30
yes
no
no, 70

Interpretation: - 70 % are not satisfied with compensation plan but 30% who are on
the top level are satisfied.

2.8 Components Of Compensation Package

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Primary Salary:
 Basic salary
 House rent allowance
 Conveyance allowance

Annual Benefit:
 Bonus

Retirement Benefit / Social Security Benefits:

 Provident fund.
 Gratuity

Fringe benefit:
 Mediclaim.
G-4 R.s 10,000 Peon to Operator
G-3 R.s 20,000 Asst. to Jr. officer
G-2 R.s 30,000 Officers to Dy. Manager
G-1 R.s 40,000 Mgr to vice president.

Reimbursement (only for G-2 and G-1 level):

 Attire
 Vehicles Maintenance
 Telephone
 Helper’s Allowances
 News Paper

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2.9 Human Resources Development

With a corporate philosophy that considers Human Resource as the most prized assets of
the organization, it's natural for BSNL to continually hone employee skills, enhance their
knowledge and their expertise and their aspirations to fruition. Even as BSNL goes about
conducting its business activities, it lays emphasis on constant enhancement of
knowledge and skills through regular training programmes.

Bharat Sanchar Nigam Limited has a vast reservoir of highly skilled and experienced
work force of about 3,57,000 personnel.

• We believe that our staff, which is one of the best trained manpower in the
telecom sector, is our biggest asset.
• We believe that our future depends on our staff who provide services to our
valued customers and stay in touch with them.
• To meet the technological challenges, employees are trained for technology up-
gradation, modernization, computerization etc in BSNL's training Centers spread
across Country. These centers are properly equipped with the requisite
infrastructure facilities such as Lecture rooms, modern audio-visual aids, libraries,
hostels etc.
• To apex training centers of BSNL i.e. Advance level Telecom Training Center
(ALTTC) at Ghaziabad and Bharat Ratna Bhimrao Telecom Training Center at
Jabalpur are comparable to any world class Telecom Training Center. Moreover,
43 zonal training centers and a National Academy of Telecom Finance and
Management have been running for several years now.
• Different curriculum run in these centers to impart technology based training,
training for Attitudinal change, basic educational and skill development program
etc.

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2.10 TRAINING & DEVELOPMENT

 TRAINING
Training programmers should be devised to impart knowledge, develop skills and
stimulate motivates needed to perform the job.

 DEVELOPMENT
Development is the over all in all the fields of the personnel so the depth of the
knowledge is vest with the growth of employees in all respects.
Learning centers at our units are supported by several training courses. We
provide professional learning opportunities to select employees through our tie-ups with
IIM Ahmedabad. Nirma institute, IIM Banglore. Key managers attend training
programmers to enhance their competencies and skills in line with global standards.
We strive relentlessly to improve the capabilities of our people so that we
continue to deliver out standing result while adding to the skills of those who works us.
We have always accorded high priority to employee training in both in the
classroom and on the job. Training is imparted across all the level of employee. It spans
leadership development, coaching for performance, building competencies for managers
and skill. Profiling as well as behavioral coaching for the staff and workers.

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Que: Are the respondents satisfied for their training and development?

T& D

yes, 15

yes
no

no, 85

Interpretation: - obviously the GOVT employees are always dissatisfied for T&D
programmer. Here in this case it also creates dissatisfaction to the employee.

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2.11 CONSUMER SAFETY

We are committed to ensuring that all our products are safe for our
consumers to use. Our safety assurance efforts start right from design stage and include
full assessment of toxicity from all elements of product and packing.
The trust reposed in our brands by our consumer in paramount and our
focus on product safety is one way of maintaining this trust

The assurance process spans the entire supply chain raw materials,
manufacturing, packaging, storage, handling and distribution. Our products, besides in
house appraisal, undergo regular market place. Sampling and test by recognized
laboratories against national standards for consumer safety.

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2.12 RETIREMENT BENEFITS

Provision is made for leave encashment on actual basis and other

retirement benefits at the end of the year.

Provision for gratuity liability to the workers is made on the basis of actuarial
valuation and for staff on the basis of payment to life insurance corporations of India
form whom the company’s gratuity trust has taken the group gratuity insurance policy.

Que: Are the respondents satisfied for their retirement scheme?

Retirment schem

no, 33
yes
no
yes, 67

Interpretation: - Basically the GOVT employee is satisfied for their retirement

scheme. It is always beneficial to them. Here 67 are satisfied and remaining is
dissatisfied.

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2.13 TRADE RELATION

The Board desires to place on record its appreciation for the support and
cooperation that the company received from suppliers, stockiest, retailers and others
associated with company has always looked upon them as partners in its progress and has
happily shared with them rewards of growth. It will be company’s endeavor to build and
nurture strong links with trade based on mutuality, respect and contract operations with
each other and consistent with consumer interest.

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2.14 RECRUITMENT & SELECTION, INDUCTION: -

RECRUITMENT: -
Recruitment is the process of searching the prospective employees & encourages
them to apply for the job.

Vimal Oil & Food Ltd. A recruitment staff & workers differently.

1) Recruitment for staff: -

For recruiting staff company uses external sources, gives advertisement, select the
appropriate candidates, arrange some test to major their job knowledge & general
knowledge, their background, & if they come successfully they will be selected.

2) Recruitment for workers: -

For recruiting workers, Vimal uses ITI students & mostly company recruits
unskilled workers & company itself trains them.

SELECTION: -

Selection is the process of choosing the best among bests. For selection of staff
& workers, the company department in respect in their defective procurement or
selecting the right men as efficient & connected labor force.

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INDUCTION :-

Induction is concerned with the problem of introducing or orienting a new

employee to the organization. The new selected employee may have some difficulty
in setting down to his new jobs & developing a sense of belongingness. So to
make the employee adjusted to his new environment & to new peers, the head of
the department in Vimal Oil & Food Ltd. introduced the newly selected
employees to his new jobs.

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2.15 PROMOTION & TRANSFERPOLICY

Promotion and transfer is the important function of personnel management. It

exists in organization due to some special reasons. Promotion also knows as internal
source of recruitment it leaders to the gig motivation among employees. Also
promotion and transfer policies are differing in unit to unit.

PROMOTION

It refers to a change from one job to another that is better in terms of status
and responsibility. In other words, advancement within an organization is ordinary
called ‘promotion’. It is a version movement of the employee from one post to
another post. Generally, promotion is made from lower level to top-level
management.

There is no special promotion policy. In this unit it promoted the personnel

only need basic. This unit has not any outside or political pressure on promotion.

Generally, promotion is based on seniority, ability and work performance. But

in this unit they give more important to work and performance rather than seniority. It
means seniority is not main base for promotion in this unit

Promotion is an upward adjustment of employee carrying high

responsibilities, high authority, higher pay & higher status.

37
 In Vima, employees are promoted on the base of the competency, honesty,
qualification, performance length of service & also on the basis of his previous
work.

TRANSFER :-

Transfer is a latest movement of employee carrying the same authority,

same responsibility & same pay to another position, It sometimes comes under
punitive step. In Vimal Oil & Food Ltd. There in transfer policy but transfers are
done very rarely on the request of employees or workers.

38
Que: Are the respondents satisfied for their Promotion & Transfer
Policy?

Promotion & Transfer

yes
18%

yes
No

No
82%

Interpretation: - 18 are satisfied but the remaining 82 are not satisfied with
Promotion & Transfer Policy.

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2.16 JOB DESCRIPTION & PERFORMANCE APPRAISAL

JOB DESCRIPTION: -

Job description deals with defining the scope of job, activities, major
responsibilities & positioning. In Vimal Oil & Food Ltd. Various managers are given
their respective jobs as keeping job description in the view.

PERFORMANCE APPRAISAL SYSTEM: -

Performance appraisal system is a systematic evolution of personnel by

supervisor or the other respected men with respect of performance of employees. In this
system, employees are given a particular target & if they failed to achieve that
particular target within a specified limit, it reveals that the performance of
employee is poor or he is able to perform that particular job.

Vimal Oil & Food Ltd. taken into account the performance appraisal only
when promotion is given to the employees.

40
2.17 EMPLOYEES BENEFITS & SERVICES

The employee’s benefits and services refer to the incentives, which are providing
to the employees so that they are encouraged and motivated.

The management of choice laboratories always takes care for employee’s

benefits and services. They try to satisfy employee’s needs also

Beside, providing salary and wages to the employees, company also provides
some additional benefits and services, which are as below.

CANTEED FACILITY

It provides the canteen facility also. Under thise facility it provides two
time tea or coffee to all employees. During the overtime, workers are provides breakfast
also.

Thus, above facilities are provided to the employees at the unit.

41
Que: Are the respondents satisfied for their benefits and service?

Benefits and services

yes, 28

yes
no
no, 72

Interpretation: Here, element of dissatisfaction is more than satisfaction.28

respondents are satisfied with this services provided to employee and 72 are dissatisfied.

42
 Finance
Department

43
3.1 Finance
Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the
Nation, is certainly on a financial ground that's sound. The corporation has a net worth
of Rs 78,757 crores (US $ 17.71 billion), authorized equity capital of Rs. 10,000
crores(US $ 2.25 billion), Paid up Equity Share Capital of Rs 5,000 crores (US $ 1.12
billion) and Revenues is Rs. 40,177 crores (US $ 9.04 billion) in 2005-06.
(Note: INR 1 = USD 0.02249 as on 31-03-2006)

3.2 Revenue

BSNL has shown sustained growth in past 5 years. The growth rate in 2005-06 was
11.32%.

44
3.3 Capital Investment

Annual Capital Investment in the network has increased from Rs. 785 crores (US$
0.18 billion) in 1986-87 to over Rs. 6838 crores ( US $ 1.53 billion) in 2005-06. This
investment has been financed mainly by the internal accruals.

3.4 Cumulative Capital Outlay

BSNL had Gross fixed assets of over Rs 1,11,692 crores (US $ 25.12 Billion) as
on 31-03-2006.

45
46
Marketing
Department

47
 4.1 ORGANIZATION OF MARKETING DEPARTMENT

Organization of marketing means the structure of marketing and sales

department and its fieldwork including authority and responsibility.

“Sterling ceramics” is having a sound marketing organization but its sales

department is not different from marketing department. Therefore, marketing and sales
department are one same in this unit. The following is the chart of organization.

Marketing Partner

Marketing Manager

Area Account
SalesSales
Manager
Manager

Senior Sales Executive

Sales Executive

Sales Representative

48
 Marketing Manager handles the entire marketing department Mr. Nilkamal
Shirsat Who is engaged in this unit. The following are the authority and responsibility of
him.

 Authorities :

1. To control the entire marketing force.

2. A part from this entire distribution if network, market planning and sales
promotion are also part of his authority.

 Responsibility :

Sales promotional activities.

1. Market survey.

2. Appointment of field staff.

3. Product planning.

4. Appointment of dealers, distribution.

5. Product launching.

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Production /Service
Department

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5.1 Internet

BSNL is India's no. 1 Internet service provider with more than 17 lakh subscribers,
providing Internet service throughout the entire country (except in New Delhi and
Mumbai) under the brand name of "Sancharnet". Sancharnet provides free all India
roaming and enables it's users to access their accounts, using the same access code
(172233) and user ID from any where in the Country. In order to make Internet available
through out the length and breadth of the Country Internet Dhabas are being
commissioned at all the Block Headquarters. BSNL has also started DIAS and
Account free internet access (CLI based) facility on few select cities recently.

BSNL has launched "SANCHARNET CARD" recently. The Sancharnet Card" is a

prepaid Internet Access Card with following features for customers:

• Self-register for internet access with your choice of userid

• Renew your existing Sancharnet Account
• Wide Range of Internet Access Packages

Web-Hosting Service is also provided by the BSNL. It allows customers to

host their static or dynamic web-sites on BSNL servers. Web hosting service provides
basic features like Web-space (Data Storage) on servers for hosting HTML pages with
browser supported MIME types, Primary or Secondary Domain Name Hosting, Server
Side Scripting: Perl, Java Servlets, JSP, Database Access( MySQL), Email Access and
Web-email, Multiple Email IDs as per the plan, Ftp access for uploading and

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downloading pages as per the plan, Continuous usage billing for Web, Messaging and
FTP etc.

Web Co-location Service: BSNL provides Internet services to the

customers located in about 450 locations. Web Co-location is an easy and cost effective
solution to house a company's powerful infrastructure without losing the administrative
control on the equipments. Web Co-location eliminates much of the Infrastructure costs
as well as the maintenance cost of such equipments apart from avoiding the last mile
problems. Web Co-location enables customer?s equipment/ Servers to be treated as a part
and parcel of the ISP network enjoying all the facilities as the ISP servers.

SMS and BULK SMS Services It allows you to send SMS using
Sancharnet Email service. Sending SMS using Sancharnet account is very easy and cost
effective. There is no need of a mobile phone to send SMS. Moreover it is easy to type a
message on computer keyboard.

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5.2 Centrex

Cost-Effective & Contemporary Facility For large Corporate & Small Business Houses

What is CENTREX ?

It is central office based communication service which integrates all your multi located
Telephone lines (Existing and New) into a single highly functional communication group
with more distinctive features without any additional exupiment (like EXABX) at your
premises.

What CENTREX offers ?

Features

• Intercom dialing
• Second Dial tone to access PSTN
• Distinctive Ringing
• Directed Call Wait
• Direct Inward Dialing
• Direct Outward Dialing
• Multi-location Capabilities
• Unlimited growth
• Location Dialing

Facilities

• Short code within Group

• Optional
• Intercom/PSTN
• Caller activated call wait.

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The Relief CENTREX gives you

• Highly Cost-effective
• Intercom calls charge free
• No worry to select innovative (PBXs) equipment
• No risk of Obsolescence of technology
• No power Supply Requirement
• No need to waste valuable floor space
• No annual maintenance charges

Totally flexible

Salient Features of CENTREX Subscriber

• CLIP for Intercom and network calls

• Conditional call forward
• Call pick up

• Call Transfer Features

• Voice/Data protection

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 5.3 Phone Plus Facility

Gone are the days when basic telephones was used only to make and receive calls. With
the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone plus
services, converting your old basic telephones to a sophisticated tool which can be used
for a variety of applications.
All the Phone Plus facilities are available free of cost with effect from January 22nd,
2003.

• Call Waiting
This facility lets you receive incoming calls even when your telephone is busy. You will
get a short duration pip-pip tone when you are busy talking , indicating that another call
is waiting for you , provided you have activated this facility. You can talk to any one of
the callers keeping the other waiting. Complete secrecy of communication between the
two callers is maintained.

• Abbreviated Dialing
You may be calling a few people very frequently. It is possible to program these numbers
as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be programmed for
abbreviated dialing. It is ideal for STD/ISD.

• Hot Line
You may want to be connected directly to a pre-determined number as soon as you lift
the hand set even without dialing. At the same time you may want to have the flexibility
to dial any other number of your choice. It is possible to have this facility in the digital
exchanges by the delayed hotline feature. The number of your choice can be programmed
by the exchange staff at your request. After doing so if you lift the telephone and do not
dial within 5 seconds, you will be automatically connected to the programmed number.
However if you start dialing with in 5 seconds, you can make an outgoing call as usual.

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 • Call Transfer (Call Forward)
Useful for very mobile persons who may not want to miss incoming calls. Using this
facility Calls can be forwarded to another telephone number designated by you.

• Automatic Wake-Up/Reminder Call Service

When you want to be given reminder at a specific time, all you have to do is to call the
exchange and leave the time you want to be reminded. The facility allows you to initiate
a call automatically by the exchange at a fixed time specified by the user of the
telephone.

• Number/Call Hunting Service

If you have more than one telephone line, this facility is very helpful for your caller. If
the called line is engaged, your caller does not have to disconnect and dial other line(s).
This facility automatically transfers the incoming call to whichever line is free.

• Calling Line Identification Presentation (CLIP)

The subscriber has to buy separately the CLIP display device from market. Using this
facility you can see the number of the calling party before lifting your telephone. Very
useful to trace malicious caller. However, the CLIP instrument shall be procured and
installed by the users themselves.

• Calling Line Identification (CLI) Announcement Service

Dial 164 and listen to the number of the phone line that you have used to make the call.
Very useful when in doubt about your phone number.

• Phone Bell Check

Dial 161 and after a few second replace the hand set. Your phone will ring very soon.
Useful for checking functioning or adjusting volume of bell of your phone.

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 • Electronic Locking For STD/ISD
For 100% protection against improper use, you can lock your telephone electronically.
Here, you only know the secret code. You can lock/allow Local, STD or ISD calls in
many way viz. all calls allowed, only local calls allowed, only STD & Local calls
allowed, all outgoing calls barred etc.

• Call Conferencing
With this service telephonic conference can be set up within 3 or more parties. This
service is available subject to technical feasibility.

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SWOT ANALYSIS

STRENGH: =

1. 75% of sales revenue earn through exports.

2. Company has its own marketing depots in different states so company can get
benefit in central excise tax (CST).
3. Company has wide variety of the product mix.
4. Company has good brand awareness in rural areas.
5. Company provides qualitative product at comparative price

FINANCE: =

1. Tax benefit, as export is very high.

2. Low depreciation cost
3. Good utilization of debt

PRODUCTION: =

1. Good quality maintains – very less rejection of consignment from export.

2. No rejection of total batch production up till now.
3. Low manufacturing cost – efficient utilization of resources.
4. Good flexible plant layout for different type of product mixes.

HUMAN RESOURCES :=

1. Local sales person is selected, on the advantage of his knowledge can utilized.
2. Good labor management relationship.
3. No major dispute up till now – no strike in history.

WEAKNESS :=

1. Company often faces frequent stock out condition of finish good as well as raw
material.
2. No groth in domestic market share – low domestic share.
3. No national level advertisement – low advertisement budget.
4. Low brand awareness nationally.
5. High sales force turn over.
6. Very thin margin –low net profit

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7. Small equity base by promoter
8. Poor inventory management
9. Poor bills receivable management
10. Very high current asset ratio
11. High marketing and distribution cost
12. No scientific performance appraisal system
13. Company always follows the leder in pricing policy.
14. No unique selling proposition (USP) for product
15. Not targeted niche segment –mass marketing
16. Present staff has very low education profile
17. No objective incentive policy
18. No professional approach and management
19. Centralize decision making procedure for all area
20. No scientific inventory management

OPPORTUNITIES :=

1. Social up ward mobility in rural area.

2. Increasing media reach in rural area for advertising and marketing.
3. Improving infrastructure facilities in rural area for distribution.
4. Large potential for geographical expansion in south India & middle India
5. Very low per capital consumption of oral care product
6. Frequency of use can increase in upper segment (TWICE in day)

THREAT :=

1. As major revenue comes from export if government export policy change than.
Custom duties exception affected. Ban on imported raw material
2. MNCS also targeting the rural and lower segment so tuff competition in near
future.
3. Brand battles may result in price war and small players may wiped our

59
 FINDING

PRODUCTION :=

1. They need to strengthen relation with vendor and follow JIT method for
inventory and production.
2. They have to develop strict standard for quality control in quantifiable terms.
3. There is no such unique method for inventory control for cutting down the
total production cost. There is need to develop it.
4. Automation should be introduced to lower the rate of exposure of the product
to human being.
5. All the workers should be allowed in the plants only with apron, gloves and
cap.
6. Sanitation shall be kept clean and hygienic.

MARKETING: =

1. BSNL. should be promoted aggressively as a family brand as well as a

company brand fulfilling all the daily requirement of people with its wide
product range.
2. BSNL .should target the unexplored and unpunctuated East Indian market so
as to pre-empt the competition in these regions and establish its brand equity
as pioneer in the market.
3. The company should adopt scientific ways to allocate and manage the
resources for advertisement and sales promotion so as to gain optimum
results.
4. The frim should desing an objective performance evaluation system for its
channel members so as to keep a chach on their efforin and shall thrive to
achieve higher visibility by way of extending its distribution network to each
and every retail outlet in those regions where it already has presence.
5. BSNL should try to inculcate sprit of hard work as well as result orientation
and should try to install killing instinct in its sales force by managing and
training them professionally.

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HUMAN RESOURCE DEPARTMENT: =

• There should be procedure, which makes down to up suggestion e.g. Sale person
can provide valuable suggestion regarding the marketing and promotion of the
company product. He has some flexibility in the promotion strategy.

• They should provide professional marketing training to field force after specific
time period for sharpening selling skills.

• They should recruit professional person for professional approach.

• They should adopt the scientific appraisal approach.

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BIBLOGRAPHY

1) Marketing Department:-

--------------------Philip Kotler

(2) Personnel Department :-

--------------------C. B. Memoria

(3) Finance Department :-

--------------------I. M. Pandey

--------------------Prasanna Chandra

(4) www.bsnl.com

62
 CONCLUSION

BSNL is one of the very important communication industry in India,

because of efficient expert & experience personnel are engaged in this to satisfy
the customer & the also to achieve the company’s objectives.

During my visit to the unit, I had a opportunities to meet most of the

members of the company & they provided me the information of their respective
departments.

The limiting factor of my visit was the duration of the time, I could not
get over all information regarding the firm. But any how I have prepared the
report on whatever the information I got.

I would once again like to thank all of those who responded me during
my training in industry.

At the end, my best wishes are with BSNL to achieve continuous growth
& development.

63
ANNEXURE

64
Questionnaire:-
Hello, I am a student of TYBBA V.M Pate college of management Studies,
Kherva; I am under going a survey of employee towards BSNL as part of my study.

 Name of the employee …………..

Gender …………………………...
Division ………………………….
Qualification …………………….

Que:1 Are the respondents satisfied for their administrative time?

____Yes ____No

Que:2 Are the respondents satisfied for their leave rule?

____Yes ____No

Que:3 Are the respondents satisfied for their loan policy?

____Yes ____No

Que:4 Are the respondents satisfied for their compensation ?

____Yes ____No

Que:5 Are the respondents satisfied for their training and development?
____Yes ____No

Que:6 Are the respondents satisfied for their retirement scheme?

____Yes ____No

Que:7 Are the respondents satisfied for their internal relation between them?
____Yes ____No

Que:8 Are the respondents satisfied for their promotion and transfer policy ?
____Yes ____No

Que:9 Are the respondents satisfied for their benefits and service?
____Yes ____No

Que:10 Are the respondents satisfied for their administrative time?

____Yes ____No

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66