Organizational study At Submitted in partial fulfillment of the requirements for MBA Degree of Bangalore University

BSNL, JODHPUR

Submitted By Vikram Rajpurohit

[06XQCM6085]
Under The Guidance and Supervision OF Mr. ANUPAM SHRIVASTAVA GENERAL MANAGER BSNL, JODHPUR

Mr. F.K. Thanvi

Divisional Engineer (External Guide)

Prof. Jai Raj Nair

Faculty, MPBIM (Internal Guide)

2007-08

M. P. BIRLA INSTITUTE OF MANAGEMENT Associate Bharatiya Vidya Bhavan # 43 Race Course Road, Bangalore-560001

DECLARATION

I here by declare that this report is the result of internship undergone by me at BHARAT SANCHAR NIGAM LIMITED, under the guidance and supervision of Prof. JAI RAJ NAIR (Internal Guide) and Mr. F.K.THANVI (External Guide). To the best of my knowledge this report has not formed the basis for the award of any other degree.

Place: Bangalore Date:

Vikram Rajpurohit Reg. No. 06XQCM6085

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GUIDES CERTIFICATE

This

is

to

certify

that

the

internship at

Project

Report

entitled NIGAM

ORGANIZATIONAL LIMITED, done by

STUDY Vikram

BHARAT Rajpurohit

SANCHAR bearing

Registration

No.06XQCM6085 is a bonafide work done carried under my guidance during the academic year 2007-08 in a partial fulfillment of the requirement for the award of MBA degree by Bangalore University. To the best of my knowledge this report has not formed the basis for the award of any other degree.

Place: Bangalore Date:

Prof. JAI RAJ NAIR [Faculty MPBIM]

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PRINCIPALS CERTIFICATE

This to certify that this report titled AN ORGANIZATIONAL STUDY at BHARAT SANCHAR NIGAM LTD has been prepared by VIKRAM RAJPUROHIT bearing the registration no.

06XQCM6085 under the guidance and supervision of Prof. JAI RAJ NAIR, Faculty, M P Birla Institute of Management, Bangalore.

Place: Bangalore Date:

Dr.N.S.Malavalli [Principal MPBIM]

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ACKNOWLEDGEMENTS
I am thankful to Dr. N. S. Malavalli, Principal, M. P. Birla Institute of Management, Bangalore, who has given me his valuable support during my Project. I am extremely thankful to Mr. Jai Raj Nair, Professor, M. P. Birla Institute of Management, Bangalore, who has guided me to do this project by giving valuable suggestions and advice. I profusely thank Mr. F.K. Thanvi, BHARAT SANCHAR NIGAM LIMITEDJODHPUR, for all the support and guidance extended for the project. I would also like to thank Mr. Y.K. Morya, Jodhpur Telecom Circle and Mr. F.K. Thanvi DE (Rural & Trans), for permitting me to carry out this study. I equally thank all the Employees of BHARAT SANCHAR NIGAM LIMITED-JODHPUR have extended their suggestions and helped me learn a lot about organization and practical knowledge. Finally, I express my sincere gratitude to all my friends and well wishers who helped me to do this project.

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EXECUTIVE SUMMARY
Being a commerce graduate, I have opted BSNL, JODHPUR for my Internship Training. Reason for selecting organization is to know more about the Strategy, structure and systems of the company. I was able to get the feel of how the organization works. BHARAT SANCHAR NIGAM LTD is a reputed PUBLIC SECTOR UNIT in India. BSNL is the largest telecom service provider in India and one of the fastest growing companies. It has a leading presence in India. BSNL has, over the years, acquired a strong reputation in the field of telecom. I feel, it was a great opportunity for me to work with this institution and being a part of the company; I carried out the study on the strategy, structure & systems of telecom business and understood how BSNL business has performed till now in all aspects. This report includes history of the Indian telecom sector and an overview of BHARAT SANCHAR NIGAM LIMITED and his profile. It is the only service provider, making a focused efforts for bridging in the urban/rural divide in India. Finally it was a nice experience during my entire training duration with BHARAT SANCHAR NIGAM LIMITED and I think my effort in preparation of report is satisfactory to the required extent. The organization study helps to understand and make factual observation about the functioning of an organization and feel of the corporate environment. Organization study helps to know about the following: Learn about the working environment To know the function & activities of various employees To understand the organization with corporate environment To get an insight about the VISION~MISSION~VALUES

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CONTENTS
PART-A (Organization Study) S. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 Topic History of the Company Vision, Mission and Objectives Key Factor Challenges Organization Structure Administrative Units/Circles Human Resource Development Hierarchy of Rajasthan Telecom Circle Marketing Department Statistics of BSNL Services Business Development Department Planning Department Network Coordination Telegraph Traffic and Administration Finance Future Plans /Recent News Social Commitment Technology SWOT Analysis Suggestions/Conclusion Bibliography Page Number 7-8 9 10-11 12 13 14-15 16-23 24 25-30 31-35 36-38 39-41 42-47 48-49 50-52 53-55 56 57 58-59 60 61

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PART-B (Market Research) S. No. 1 2 3 4 5 5 6 5 6 7 8 9 10 TOPIC Executive Summary Objective/Need of study Customer Perception Main Services Challenges Revelations of Survey Single Group Revelations of non-BSNL Subscribers Findings Recommendations Conclusion Bibliography Annexure Page Number 1 2 3 4 5-6 7-19 20-22 23-24 25 26-27 28 29 30

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BSNL
CONNECTING INDIA

PART~ A

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BSNL

Type Availability Owner Key people Founded Website

Communication Service Provider Countrywide except Delhi & Mumbai The Government of India S.D. Saxena (CFO); A.K. Sinha (CEO) 19th century, incorporated 2000 www.bsnl.in

Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India. It is the largest telecommunication company in India and the sixth largest in the world. BSNL is India's oldest and largest Communication Service Provider (CSP). Currently BSNL has a customer base of 64.8 million (Basic & Mobile telephony).

Headquarter
Statesman House, Barakhamba Road, New Delhi

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~ HISTORY ~
The foundation of Telecom Network in India was laid by the British sometime in 19th century. The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for almost entire 20th century, the Telecom in India was operated as a Government of India wing. Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was separated from P&T. DoT was responsible for running of Telecom services in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. Subsequently in 1990s the telecom sector was opened up by the Government for Private Investment, therefore it became necessary to separate the Government's policy wing from Operations wing. The Government of India corporatised the operations wing of DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). BSNL operates as a public sector.

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Glances Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VOIP services, IN Services are some of the famed services provided by BSNL. BSNL has emerged as the largest public sector company in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and winning customer's confidence. BSNL is the only operator of India to have all services in its license area. The company offers vide ranging and most transparent tariff schemes designed to suite every customer. At present BSNL enjoy's 47% of market share of ISP services. BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL has been actively providing connections in both Urban and Rural areas.

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VISION To become the largest telecom Service Provider in South East Asia. MISSION To provide world class State-of-art technology telecom services on demand at affordable price. To provide world class telecom infrastructure to develop the countrys economy. OBJECTIVES To be a Lead Telecom Services Provider. Build customers confidence through quality and reliable service. Provide Bandwidth on demand. Contribute towards: National Plan Target of 500 million subscriber base for the country by December 2010. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004. Telephone in all villages. To understand the future market challenges for the companies. To identify satisfaction factors among customers and its competitors.

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KEY FACTOR

BSNL Present & Future

Since its corporatisation in October 2000, BSNL has been actively providing connections in both Urban and Rural areas and the efficiency of the company has drastically improved from the days when one had to wait for years to get a phone connection to now when one can get a connection in even hours. Pre-activated Mobile connections are available at many places across India. BSNL has also unveiled very cost-effective Broadband internet access plans (DataOne) targeted at homes and small businesses. At present BSNL enjoy's 47% of market share of ISP services.

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Year of Broadband 2007

Former Indian Communications Minister Thiru Dayanidhi Maran had declared year 2007 as "Year of Broadband" in India and BSNL is gearing up to provide 5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 5.5 per month. Further, BSNL is planning to upgrade its broadband services to triple play (telecommunications). BSNL has been asked to add 108 million customers by 2010 by Former Indian Communications Minister Thiru Dayanidhi Maran With the frantic activity in the communication sector in India, the target appears achievable, however due to intense competition in Indian Telecom sector in recent past BSNL's growth has slowed down. BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project of Government of India

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Challenges
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD BSNL. Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. However, BSNL being legacy operator and its conversion from a Government Department earns lot of criticism for its poor customer service. Although in recent past there have been tremendous improvement in working of BSNL but still it is much below the Industry's Expectations. A large aging (average age 49 years (appx.) workforce (300,000 strong), which is mostly semi-illetrate or illeterate is the main reason for the poor customer service. Further, the Top management of BSNL is still working in BSNL on deputation basis holding Government employee status thus having little commitment to the organisation. Although in coming years the retirement profile of the workforce is very fast and around 25% of existing workforce will retire by 2010, however, still the workforce will be quite large by the industry standards. Quality of the workforce will also remain an issue. Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural areas) has been slashed by 37% by TRAI, w.e.f. April 01, 2007.

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Organization Structure
Organization Chart of BSNL

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TOTAL BSNL ADMINISTRATIVE UNITS/CIRCLES

BSNL is divided into a number of administrative units, termed as telecom circles, metro districts, project circles and specialized units, as mentioned below:Telecom Circles: Telecom Circles & Metro districts are responsible for providing service to the customers. There are 24 Telecom Circles and 2 Metro districts. Andaman & Nicobar Telecom Circle Andhra Pradesh Telecom Circle Assam Telecom Circle Bihar Telecom Circle Chhatisgarh Telecom Circle Gujarat Telecom Circle Haryana Telecom Circle Himachal Pradesh Telecom Circle Jammu & Kashmir Telecom Circle Jharkhand Telecom Circle Karnataka Telecom Circle Kerala Telecom Circle Madhya Pradesh Telecom Circle Maharashtra Telecom Circle North East-I Telecom Circle North East-II Telecom Circle Orissa Telecom Circle Punjab Telecom Circle Rajasthan Telecom Circle Tamil Nadu Telecom Circle Uttar Pradesh (East) Telecom Circle Uttar Pradesh (West) Telecom Circle Uttranchal Telecom Circle West Bengal Telecom Circle

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Metro Districts 1. Kolkata Telecom District 2. Chennai Telecom District Specialized Telecom Units 1. Data Networks 2. National Centre for Electronic Switching 3. Technical & Development Circle 4. Quality Assurance Manufacturing Units 1. Telecom Factory, Mumbai 2. Telecom Factory, Jabalpur 3. Telecom Factory, Richhai 4. Telecom Factory, Kolkata Training Institutions 1. Advanced Level Telecom Training Centre (ALTTC) 2. Bharat Ratna Bhim Rao Ambedkar Institute of Telecom Training 3. National Academy of Telecom Finance and Management Other Units 1. Telecom Stores 2. Telecom Electrical Wing 3. Telecom Civil Wing

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Employees are the key functional units of any organization

Their selection, training, placement and induction play a very important role for the companys well being. Hence, they have to be given good facilities like medical care, incentives and other useful schemes. The companys economic depends upon the measures and schemes adopted by the company to its employees. All these things all looked into, by HR department. The staff department of BSNL deals with the recruitment, selection, deployment and development of the employees.

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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 Director (Planning & New Services)

Shri Kuldeep Goyal

Shri Kuldeep Goyal has joined as Director (Plg.&NS) on BSNL Board on 1st May, 2007. He is an Engineering graduate from IIT Roorkee. He joined the Indian Telecommunication Service in 1972. He is having vast experience in telecom field and had worked in all disciplines such as planning, installation, operation and maintenance of wireline and wireless services, data services, computerization of various activities in the telecom network and provision of value added services. He has served in various parts of the India viz. Gujarat, Madhya Pradesh, Delhi and Mumbai etc. He was also deputed to foreign project at Yemen through Telecommunication Consultants India Ltd. In his previous assignment as Chief General Manager, Maharashtra, from October, 2005 to April, 2007, he was overall in charge for monitoring of operations, planning and expansion of telecom network of the largest circle of BSNL and contributed to rapid growth of telecom network in Maharashtra and Goa states. Prior to that, he was working as Executive Director, MTNL, and Mumbai from December, 2004 to October, 2005. He was responsible for rapid growth of GSM Network of MTNL Mumbai more than doubling the connections during this short period, taking market share of MTNL Mumbai from 8.93% in December, 2004 to 15.5% in October, 2005, in just 10 months against stiff competition. Broadband service was also started in January, 2005, building up a customer base of 40,000 by October, 2005 in just 9 months. He published many articles in 'Telecommunications' Journal on topics viz. 'Telecommunication Industry at a glance', 'Universal access -An international perspective' and 'Trade in Telecommunications.

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Director (Operations) - Shri J.R.Gupta

Shri J.R. Gupta is an Electrical Engineer, graduated from Punjab Engineering College, Chandigarh in 1971 securing first rank in the Punjab University. He joined the Indian Telecom Service of the DOT through a country wide competitive examination in December 1972. During the last more than 33 years, he held various important & responsible positions in the DOT. He has worked for installation/commissioning of Telecom Transmission Projects, Planning, Network Operations and Maintenance, Human Resource Development, Regulatory Affairs, and Licensing and Standardization. Before joining the BSNL Board, as Senior Director General, he was heading the Telecom Engineering Center of DOT, which is a reputed institution that works on Telecom Standardization, Engineering, and evaluation of Telecom Projects, Services and Networks. Shri J.R. Gupta has joined the BSNL Board as Director (Operations) on 02-11-2005. His main thrust is on improving the Systems and Methods so as to achieve Optimal Performance of BSNL's extensive country-wide (except Delhi and Mumbai Metros) Infrastructure and Network.
Director (Finance) - Shri S.D.Saxena

Shri S.D.Saxena has taken over as Director (Finance) in BSNL on 03.04.2002. Shri Saxena holds an excellent academic record. He is M.Sc. (Physics) and MBA (Financial Management). Winner of many awards and medals; he was awarded Chancellor's Gold Medal for being the most outstanding student in the Agra University in the year 1967. Prior to joining the Government of India through the IAS, etc. examination of 1972 he was a lecturer in Physics at the University of Rajasthan at Jaipur and taught for six years. During this period he was associated with various organizations including Tata Institute of Fundamental Research (TIFR) and Atomic Energy. Among the notable assignments of Shri S.D. Saxena, special mention can be made of C-DOT where he was involved in setting up of C-DOT with Shri Sam Pitroda and Padmshri G.B. Meemamsi. He was also Director (F) in the E-10 B Project for induction of Electronic Switching System in Indian Telecom Network. He was IFA of Mahanagar Telephone Nigam Ltd. for 7 years and was actively involved in the GDR Issue, rated as one of the best GDRs brought out by an Indian Corporate including private companies. He was a member of Rakesh Mohan Infrastructure Committee which made significant recommendations for the growth and development of Indian infrastructure sector. He was the Chairman of the Special Rapporteur Group of Study Group III for telecommunication statistics which made significant contributions for the presentation of telecom statistics on a Global scale.

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Director (HRD) - Shri Niranjan Singh

Shri Niranjan Singh joined the Indian Telecommunication Service of Government of India in the year 1971. He is B.Sc. (Electrical Engineering) from Aligarh Muslim University with specialization in communications. Prior to joining Department of Telecommunications, he worked with U.P. State Electricity Board for two years. While serving, he did MBA degree in Financial Management. During more than 35 years of service in Department of Telecommunications and Mahanagar Telephone Nigam Limited in various capacities, he acquired wide experience for operations, maintenance and development of network, personnel, financial, commercial and marketing, project implementation, regulatory affairs, signing and implementation of various agreements with other parties. He was actively involved in legal affairs of MTNL in various fields, public relations and coordination with other utility agencies. Shri Singh has visited countries like USA, UK, Germany, Sweden, Bahrain, Singapore, Malaysia and Hong Kong to get exposure of management of telecom systems at international level. Before joining as Director (HRD), Mr. Singh held the charge of Chief General Manager (South) and Principal Chief General Manager (Operations) in MTNL, Delhi. Shri Singh joined as Director (HRD) on 1st May 2005. He is responsible for formulating and implementing policies pertaining to Establishment, personnel, industrial relations, training, restructuring and other HR related affairs.
Director (Govt.) Shri Sh. M. Sahu

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Staff Distribution of Group-wise staff strength of BSNL (numbers) as on 31st March 2007 is indicated below:

The total work force of BSNL is nearly 3, 45,822 approximately. They are divided into four categories.

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New Post Recruitment:

The concerned departments give an estimate about the requirement of the employees to the staff department. The staff department then goes through the estimate and sends it to the CGM of the concerned state. After approving it, CGM sends the report for the approval to New Delhi. After it is approved, advertisements for the new posts are given. Recruitment Process: Recruitment process mainly takes place through advertisements, which are given through the News Papers and the Internet. Selection Process: The selection process of the technical employees is by conducting an All India Entrance Exam. The successful candidates are selected and appropriate training is given. Career Path: The career growth of an employee depends mainly on his experience. The promotions depend upon the experience, that an employee gains. Incentives to the Employees: There has been a continuous implementation of the employee benefits for the better performance of the employees. Apart from the basic salary, BSNL provides various incentives to its employees. BSNL gives many incentives to its employees: Some of them are:1. Daily Allowance 2. Travel Allowance 3. Diet Allowance 4. House Rent Allowance 5. Medical Facilities 6. Leave Travel Concession The employees can avail medical facilities in CGHS dispensaries of the central government. Also for the convenience of the employees BSNL has taken a policy of reimbursing the medical bills of the employees if they opt out from CGHS. L.T.C is given to all the BSNL employees once in a year, when they can travel any where in the entire India and reimburse their onward and return journey fairs. Also in addition to this, BSNL provides free travel for the employees to their home-towns, once in two years.

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Loans: Housing loans and Vehicle loans are provided to the employees at a cheaper rate of interest. Training for Employees: Human Resource Development is a continuous process. As the biggest Public Sector Undertaking in India, BSNL has realized the importance in HRD, for continuous learning and development of its employees, resulting in the successful development of the company. With the continuous changes in technology, the employees need to be well informed about the changes, for the better functioning. The following training programs are given to the employees, depending upon their requirement. Introductory Skill Development Information Technology Methods Managerial Skill Development Stress Management BSNL has training centers, spread all over the country, for the continuous learning of their employees. To meet the technological challenges, up gradation, modernization and computerization, these training centers have an excellent infrastructure. Some of the infrastructure facilities are Lecture Rooms: The lecture rooms are very advanced with all the modern equipments available to provide the employees, the best of the learning. Audio and Visual facilities: Audio and Visual facilities are also available in the centers for the effective communication of the subject matter to the employees. Libraries: Libraries are available in each and every training center of BSNL, which have the books of the latest editions to update the knowledge of the employees. Hostels: Excellent hostel facilities are available at the training centers to provide the employees comfort, during the training program.

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The top training centers of BSNL are :-

Advance Level Telecom Training Center - Ghaziabad

Bharath Ratna Bhimarao Telecom Training Center. Jabalpur

In addition to this, BSNL has 43 zonal training centers

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ORGANIZATION CHART OF RAJASTHAN TELECOM CIRCLE

CGM

PGM

GM GM GM GM BUSINESS NETWORK TELEGRAPH MARKETIG PLANNING DEVELOPM COORDINA TRANSMIS SION EENT TION

GM

GM FINANCE

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STRUCTURE OF MARKETING DEPARTMENT

There has been a rapid increase of telecom services by the private service providers. This resulted in a healthy competition among the service providers. There has also been a rapid increase in the demand of telephone services. This resulted in the emergence of latest technologies like Broadband, data cards, etc. The main principle of Marketing customer is king and he should be given what he wants. BSNL has realized this and it is taking steps towards reaching the customer to serve him better.

Objectives: 1. To promote services by implementing offers:

There has been a rise in the competitors in each and every field of telecommunications. In the Internet, even local players are giving the service at a cheaper rate. To withstand the competition, there have to be some customer friendly offers, so that the customers are attracted. Hence, the delivery of the service, should not only be of a good quality, but also at a cheaper rate. The expectations of different customers of different groups, like students, executives, business people, etc., are different. Hence the target group should be divided among the various services, so that all the customers needs are catered. Hence BSNL has been conscious of dividing the services, so that, they can be used by all the parts of the society.

2. Advertising:
Various offers, without proper awareness among the target group are in vain. Hence BSNL has laid a great emphasis on the advertisements.

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The main sources of advertisements are:

Hoardings: Hoardings are placed in various towns, cities, villages, highways and public places like bus stands and railway stations to attract the customers attention.

Electronic Media: Electronic media mainly consists of televisions and radios. Hence there has been a rapid increase in advertising through these channels.

Print Media: Print media mainly consists of newspapers and magazines. An elaborate process of advertising has been laid through this channel.

SMS to customers: The existing customers are made aware of the new offers by the process of messaging, both to their mobiles and also the landlines. In this way, the customer can be directly informed about the new services.

CALL to customers: The existing customers are made aware of the new offers by the process of calling, both to their mobiles and also the landlines. In this way, the customer can be directly informed about the new services.

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3. Customer Care:

As said earlier, customer relationships play a great role in the prosperity of a company. The customers Views and feedback play a very important role in the development of successful products. Hence, there should be a rapid interaction with the customers in order to produce innovative products to serve them better. BSNL has made rapid strides in developing Customer Relationships. Several steps have been taken to augment the customer care to the international standards. Some of the steps taken to achieve this are:

Customer Service Centers:

All BSNL Customer Service Centers (CSCs) now remain open on all seven days from 8.00 AM to 8.00 PM without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country.

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Call Centers:
Round the clock service has been given to the customers through the service. To make the service simplified, different numbers have been allotted to different services, for providing individualized attention for the service users.

These services are toll-free and can be used from any part of the country.

The following are the toll-free numbers

Dataone Broadband '1600-424-1600'

PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

CellOne all India Help '9400024365'

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The following are some of the services provided by BSNL, taking in view, the customer care: With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for: Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires. Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services. Procedure for restoration of telephones disconnected due to nonpayment simplified and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs). More than one Public Call Office (PCO) permitted at the same premises.

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Customer Grievances:
Customer Grievance cells have been specially opened, where the customers can note all their complaints and problems, regarding any issue of the services provided by BSNL.

HIERARCHIAL FUNCTIONS OF MARKETING DEPARTMENT

The decision making in BSNL is centralized. Hence all the strategic Decision-making is done in New Delhi. However, CGM, in consultation with the General Manager, can take some decisions pertaining to the area, for example, seasonal offers, advertising, placement of banners, etc. The General Manager, marketing, acts as a bridge between the higher level and lower level staff. All the technical issues are looked into, by SDE.s and JTO.s. Marketing-1 and Marketing-2 sections deal with the telephone services. The quantity of work is divided among the two sections. The compatibility of the new services, extensions or offers are looked into, by JTO.s and SDE.s and the reports of the same is given to DGM marketing, who looks into the issue and makes the corrections, if any and reports them to the General Manager, who in turn reports to the CGM. Public Relations section is responsible for customer services and customer grievances. All the customer care centers, call centers and customer grievance cells are under direct control of this section.

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*BSNL SERVICES*
When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world class telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation.

Following is the overview of services provided by BSNL ONLINE SERVICES

1. EX-CEL
Excel is the prepaid service of the cellone cellular services of the bsnl. Initial activation charges for cellone is only Rs. 112/-.which carries free talk value of Rs50/- excel prepaid cards are available in the denominations of Rs56/-,Rs500/- ,Rs1000/-,Rs2000/- Value added services are also available at very economical charges. Voice mail service Short message service Zonal roaming service Call forwarding Call conferencing Call waiting

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4. SANCHARNET CARD
Sanchar net card is a prepaid internet access card which enables customers to self register with his choice of user ID for availing internet access it also provides facilities to the existing Sancharnet customers to renew their existing internet account. BSNL has customer base of more than one million for sancharnet service.

3. WEBFONE
BSNL has recently introduced an internet telephony service which enables customers in India to use their pc and make calls over the internet using ip format to any phone(fixed or mobile)in any of the countries such as USA, Canada, Europe, Gulf countries, Singapore, Malaysia, etc. Requirements: * Internet connection from bsnl * Pc with multimedia kit * Full duplex sound card * Speakers and microphone (or headset)

5. ISDN
Integrated service digital network service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing. ISDN services Teleservices like telephony telex and facsimile bearer services: provides the capability for the transmission of signals between user interfaces. Supplementary services: modifies or supplements a basic telecommunications services.

6. B-fone:
B-fone is a landline service from BSNL. It has been offered in a different tariff plans, to suit ones requirement such as general, economy, special and super for both urban and rural customers. There are many services offered at free of cost on b- fone.

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Clip facility: The calling number can identified for an incoming call even before customer answers the call. It is done through a CLIP GADGET which displays the number of the caller. Call alert or Call waiting: this facility alerts the customer an incoming call on telephone line while telephone is already engaged in a conversation. The first call may be the incoming call or an outgoing call. The alert may be in the form of two beep tones. Dynamic locking of STD or ISD: This facility enables to lock the STD/ISD connectivity on the telephone there by preventing misuse. It works on a 4 digit selected secret code, which can be changed as often as needed. Automatic wake up or reminder services: The customer will get a wakeup or reminder call at predetermined time specified by him in advance. Customer need not depend on an operator or diary or secretary for the reminder call. Call transfer (call forwarding or follow me): If a customer doesnt expect to be present at his normal place to receive incoming telephone calls for a known duration of time, he can transfer or forward the call to another BSNL land line or CELLONE mobile where he will be present. Hot line facility: Under this facility the customer gets connected to a predetermined number automatically without dialing the number can be chosen by the customer and can be for local, STD/ISD calls. The customer gets connected to the chosen number if he does not dial any number within 5 seconds of lifting the receiver.

7. Intelligent network:
It is a network intended to support some special services not catered to by our ordinary telephone exchanges which give a little more than POTS (plain ordinary telephone services) Intelligent network services are aimed at attracting more revenue to the department as well as provide the public with more avenues for furthering their business interest and enhance the ease of communications by special features. Some of the intelligent network services being introduced in the BSNL

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Network:
Free phone: Facilitates the caller to make the toll free calls by dialing an advertised string. The cost of such calls is borne by the free phone service customer. Virtual card calling: This has a feature of credit card phone. Customer can purchase cards of a particular cost and make calls. VCC service does not require a special phone or an interface. Account card calling: This service is used to make calls from any where without worrying about excess telephone bill. Universal access number (UAN) service: This service facilitates the business enterprises who do not wish to bear the charges of calls made by their customers.

8. Virtual Private Network (VPN) service:

This service facilitates corporate and groups of telephone customers to have their own network by utilizing resources of public telephone network.

9. Televoting:
This service allows the customer to conduct telephonic opinion polls and service. Members of the public wishing to respond to an opinion poll can call the advertised Televoting numbers to register their votes.

10. CELLONE:
Cellone is the postpaid service of the BSNL. Cellone is the only service which is available in all major cities and covers all major highways. Cellone gives all India roaming facility. BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. Cellone provides all the services like Voice mail, e-mail, SMS, both national and international, unified messaging service (send receive e mail) etc. Much more persons using cellone, because cellone only those product which has giving all beneficial services to the customer.

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11. INET:
Indias x.25 based packet switched public network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 dial up PSTN connection and frame relay services. Apart from the above mentioned services following interactive voice response systems are also available. Complaint booking Bill enquiry Meter reading Changed number announcement Trunk booking services Online payment of telephone bills through electronic clearance and internet and kiosks Customer grievance cell on toll free phone-1094 Telephone directory on internet covering entire Karnataka CD_ROM telephone directory for the whole Karnataka circle Centralized computerized fault repair service in all SDCAs Personal meetings with the customers Telephone adulates and open house sessions conducted

Landline limited to 4 kilometers of cable length from existing Exchanges. Covers all 27
district Headquarters and all important Towns, all National high ways, state highways, and railway traces also have incidental coverage.

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**************************** BUSINESS DEVELOPMENT STRUCTURE OF BUSINESS DEVELOPMENT DEPARTMENT *****************************************************

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Functions of Business Development department

There has been an emerging trend of increase in communication infrastructure. Business Development department deals mainly with Business-to-Business transactions (B2B). The following are the main functions of Business Development department:

1. Participating in Tenders:
BSNL is the main service provider of advanced technologies like data circuits, both local and long distance, speech circuits, Managed Leased Line Network [MLLN], Virtual Private Networks, etc. There has been a considerable increase in demand for these services, and also the service providers. Hence, a separate department has been formed to handle these services. Participating in Tenders is one of the important functions of Business Development department. BSNL participates in all the public and private tenders.

2. Providing Consultations:
Apart from providing communication services, BSNL also plays an active role in providing consultations, both for the existing customers and the non customers of BSNL. These consultations involve the suggestions in acquiring the type of network, bandwidth to be used, etc.

3. Designing Networks:
BSNL also specializes in designing and building networks for its customers. The networks designed are both in a single leased line and also between the leased lines.

4. Providing Hardware Networks:

Apart from designing and building networks, BSNL also provides hardware necessities like modems and other requirements, for building the communication networks.

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HIERARCHIAL FUNCTIONS
Operations Section: The operations section of the Business Development department deals with all the operational functions like: Participating in tenders Provision of services Maintenance of Services For any work like participation of tenders, JTO, under the supervision of the Additional Director, will make a technical report an estimate of the equipment and the labour involved. The prepared report will go to the DGM, who will look for any errors and clarifications and sends it for the approval of the GM, who after approves it, sends the report to the CGM. Further, Operations section is also responsible for the technical work such as, installation of the network and their maintenance. Customer Services section: Customer Services section deals with all the complaints and grievances from the customer. There is a separate section for public grievances, which deals with all the customers complaints. All the customer grievances are noted by the SDE, Customer Grievances and are sent to the DGM customer service, who in turn responds to the complaints. The customer services section deals with the services like taking bills from the customers and also provision of information regarding the services. JTO customer services deals with the technical aspects of the customer service.

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Planning Department

For any task to be executed successfully there should be a well-made plan. The planning department consists of three sections 1. Switching Planning 2. Transmission Planning 3. Building Planning

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Switching Planning: Switching process is like the heart of the telecommunication process. In the past, there were manual and analogue exchanges. Now those exchanges have given their way to the digital exchanges, which are superior, both in their performance and capacity. Some of the digital exchanges, adapted by BSNL are:1. E10B 2. SIEMENS 3. OCB 4. ERRIKSON Each of the exchanges has a capacity of 2.5 lakhs. Switching planning department deals with the planning of installation of future exchanges by estimating the future increase in the number of connections. Switching department deals with the exchanges, which are in due course of overload and suggest the remedy, either to install a new exchange or to upgrade the present one? Material Management Switching: This section deals with the management of the materials required for the installation and maintenance of the exchanges. The main materials required for a switching exchange are computers, drop wire, jumper wire, etc. An estimate for a year of these materials is made in advance and an approval is got from the CGM. After the approval from CGM, Tenders are invited for various materials and the lowest bid is invited for the supply of the materials. JTO, Switching, under the supervision of SDE switching, looks into the technical aspects involved in the Material Management. AD, switching is responsible for calling of tenders and picking the lowest bids. All the transactions should be done under the approval of DGM and GM planning.

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Transmission Planning: The telephone traffic in an area may differ from another area. Hence, the exchanges installed, should be well distributed in terms of area, so as to provide effective transmission. This aspect is looked into, by the transmission department. The areas in which, there is more traffic are given, extra exchanges or upgraded exchanges. The technical aspects are looked into, by JTO. Transmission Planning, in the supervision of SDE, AD Transmission Planning looks into the aspects of provision or up gradation of exchanges. All these aspects are done under the supervision of AGM Transmission, who reports to DGM planning. Land and Buildings Planning: This section of planning deals with the future requirements of Land and Buildings. The need of Land and Buildings arises from the increase in the number of exchanges, due to the increase in the telephone traffic, which is further related to increase in the number of users. SDE Buildings looks into the area and the capacity of the buildings. Based on the capacity, SDE civil looks into the technical aspects. Both of them are under the supervision of AGM, Land and Buildings, who further reports to DGM, planning.

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GM NETWORK COORDINATION

DGM NETWORK COORDINATION

AGM NETWORK COORDINATION AND LINE CONTROL SDE NETWORK COORDINATION JTO NETWORK COORDINATION SDE LINE CONTROL JTO LINE CONTROL

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Network:
BSNL is the only operator in the telecom field to have its reach to each and every nuke and corner of the country. It has its network available, even in the remote villages. Hence it has an immense chance of spreading and developing its network. For the private operators, to expand their network to the remote locations is a very difficult and expensive process. BSNL has a policy of giving some of its lines, on lease to the private operators. A certain bandwidth of BSNL is allotted for the use of the private operators.

All the private operators, existing in India take a certain Bandwidth from BSNL as lease. Network Coordination department looks into the issue of allotting Bandwidth to the private operators. There are two sections in the Network Coordination department: 1. Network Coordination 2. Line Control Network Coordination section deals with the provision of bandwidth to the private operators. JTO, Network Coordination, under the supervision of SDE, looks into the process of allotting bandwidth to the private operators, who reports to AGM. Line Control department looks into the process of control of traffic. JTO looks into the technical aspects, under the supervision of SDE. Any requirement of additional bandwidth is immediately reported to AGM.

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Telephone
Basic Telephone (Bfone) Total Number of connections WLL (Tarang) Total Number of connections Village Public Telephones Total Number of Telephones as on 31.05.2007 5,53,484 as on 31.05.2007 35,99,544 as on 31.05.2007 3, 31,49,457

Public Telephones (Local, STD and Highway) Total Number of Public Telephones STD Stations Number of STD Stations as on 31.05.2007 32,011 as on 31.05.2007 20,82,824

Transmission Systems as on 31.05.2007 Transmission Systems Digital Coaxial Microwave UHF Optical Fiber Satellite Based Services (as on 31.05.2007) MCPC-VSATs IDR Systems (2 Mb/ 8 Mb) 113 (Route kms) 6,024 50,199 45,130 5,17,354

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Telex/Telegraph Offices

Departmental Telegraph Offices Telecom Centers Combined Offices Bureau-Fax Centers

961 716 44,754 1427

Mobile Services
(As on 30.06.2007)

Total number of connections District Headquarters covered Total number of villages covered National Highway covered (Km) State Highway covered (Km) Railway route covered (Km)

2,84,23,283 608 19,81,418 51,366 55,300 28

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Data Network
Status of I-Net Connections WORKING CONNECTIONS 0 114 48 44 26 101 3 16 18 56 230 140 119 458 42

Sl.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26

Unit Name ANDEMAN & NICOBAR ANDHRA PRADESH ASSAM BIHAR CHHATTISGARH GUJARAT HARYANA HIMACHAL PRADESH JAMMU & KASHMIR JHARKHAND KARNATAKA KERALA MADHYA PRADESH MAHARASHTRA NORTH EAST-I NORTH EAST-II ORISSA PUNJAB RAJASTHAN TAMIL NADU UTTARACHAL UTTAR PRADESH(E) UTTAR PRADESH(W) WEST BENGAL CALCUTTA CHENNAI BSNL

0
76 82 162 182 10 190 101 75 312 39 2644

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INTERNET SERVICES

National Internet Backbone (NIB)

BSNL is an Internet service provider, providing Internet service throughout the entire country except in New Delhi and Mumbai, under the brand name of "Sanchar net". 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. It has a customer base of more than 21 lakhs subscribers.
(As on 30.10.2006)
SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 Name of the Telecom Circle ANDAMAN & NICOBAR ANDHRA PRADESH ASSAM BIHAR CHHATTISGARH GUJARAT HARYANA HIMACHAL PRADESH JAMMU & KASHMIR JHARKHAND KARNATAKA KERALA MADHYA PRADESH MAHARASHTRA NORTH EAST-I NORTH EAST-II ORISSA PUNJAB RAJASTHAN TAMILNADU UTTRANCHAL UTTAR PRADESH (EAST) UTTAR PRADESH (WEST) WEST BENGAL WESTERN TELECOM REGION KOLKATA TELECOM DISTRICT CHENNAI TELECOM DISTRICT NORTHERN TELECOM REGION TOTAL No. of nodes 1 23 15 15 8 22 16 6 2 7 27 15 43 36 5 5 13 19 32 31 10 39 20 12 1 1 1 1 427 No. of Working connections 2851 173105 17005 16064 19990 146658 63702 17758 27342 18964 162722 260799 71198 211950 9750 11958 33629 122120 96362 298509 26381 67081 67883 36932 291 219202 119714 1129 274762

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Telegraph Traffic and Administration

Telegraph Traffic: In spite of rapid increase in technology, telegraph or telegram is the main source of reaching the remote places. However, in many places, the conventional methods have been replaced by telephones or emails, for the process of sending telegraph messages. For any telegraph signal to reach its destination there will be two or three paths. If the traffic is more, the signals can be directed to pass through some other path. If there is less traffic, signals from other paths having more traffic can be directed to the one having less traffic. Telegraph Traffic department looks into all these aspects. Additional Director, Telegraph Traffic, looks into all the technical aspects.

Administration: Administration section is subdivided into three sections:1. Staff 2. Recruitment 3. Legal

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Staff: Staff section deals with all the employee related issues. Some of the functions of the staff section are 1. Assistance of departmental loans to the employees 2. Assistance in departmental medical facilities 3. Giving transfer, promotion and the related orders to the employees 4. Dealing with any salary related issues 5. Pensions to the retired employees Recruitment: Recruitment deals with the advertising of the vacant posts created, due to retirement, etc. Additional Director Recruitment is responsible for all the recruitment processes in a specified area. Legal: All the legal aspects are looked into, by the legal section of the administration department. One of the main functions of the legal department is to look into the authenticity of the processes, both inside the department and the external sources, working with the department.

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

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

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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.

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Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion)

Service Providers

Subscribers (in millions)

BSNL

64.8
{2006-07}

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*FUTURE/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 sustained. The Network shall be made fully digital. All the technologically obsolete analog exchanges will be replaced with digital exchanges. Digital connectivity shall be made available to all the exchanges by 2007. ISDN services shall be extended to all the district headquarters, subject to demand. 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. 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. be

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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.

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. Internet Exchange Points - IXP & Internet Data Centers (IDC) E-Commerce

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Recent News
BSNL is in the process of finalizing a Mega tender for rollout of 60 million GSM lines. The tender has invited a controversy, when one of the bidders Motorola was disqualified by BSNL on technical grounds and Motorola has approached the court. BSNL was allowed to process the tender; however, the Court had restrained BSNL from awarding the tender. Motorola on April 16, 2007 has withdrawn its petition from the High Court thus clearing the decks for BSNL for placement of order. BSNL has narrowly missed out the coveted 'Navratna' status of Indian PSUs because of a technicality, however the apex committee has kept its case alive, and same may be reconsidered. Shri Kuldeep Goyal (earlier CGM, BSNL Maharashtra, now working as Director (Planning), BSNL) is tipped to take over as next CMD(Chairman & Managing Director) of BSNL on August 01, 2007, i.e. when term of current CMD Shri A.K. Sinha ends. Former Indian Telecom Minister Thiru Dayanidhi Maran has set an aggressive target for BSNL. They have been asked to double their annual turnover to US$ 20 billion in next 3 years by 27 percent year on year growth. Thiru Dayanidhi Maran had resigned from Union Cabinet and Thiru Andimuthu Raja has taken over as new Indian Communications Minister in May 2007. Thiru Raja a DMK Party MP was earlier working as Indian Environment & Forest Minister. BSNL is going to invest US$ 13.7b (Rs. 60,000 crores) in next 3 years. BSNL is India's no. 1 brand recall. During March 2007, BSNL has added 2.6 million customers, highest addition by BSNL in a month so far. BSNL is set to shift it headquarters to its own building christened as Bharat Sanchar Bhawan situated at Ashok Marg, New Delhi.

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BSNL is committed to provide quality Telecom Services at affordable price to the citizens of the remotest part of the Country. BSNL is making all effort to ensure that the main objectives of the new Telecom Policy 1999 (salient points indicated below) are achieved: Access to telecommunications is of utmost importance for achievement of the country's social and economic goals. Availability of affordable and effective communications for the citizens is at the core of the vision and goal of the new Telecom policy 1999. Strive to provide a balance between the provision of universal service to all uncovered areas, including the rural areas, and the provision of high-level services capable of meeting the needs of the country's economy; Encourage development of telecommunication facilities in remote, hilly and tribal areas of the country;

Transform in a time bound manner, the telecommunications sector to a greater competitive environment in both urban and rural areas providing equal opportunities and level playing field for all players;

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Technology
As the world is going on IT but sometimes there may be some problem which arises and tackled by the Technical Support Department it helps the customers, end users and many other clients of the company so that they wont get any problem while using and working on their system or product. With the convergence of technologies, catalyzed by the global IT revolution the world is witnessing change as never before in recorded history. IT is making the entire plethora of BSNL's telecom services expand, and being rapidly implemented as the backbone for running customer-friendly services. The following are some of the new technologies, that have been implemented, successfully by BSNL: -FRS (Fault Repair System): The Fault Repair System has been implemented successfully by BSNL. The incoming complaints of any fault in the services, is recorded electronically and the concerned authorities are made aware. The complaint has to be attended, within a span of 48 hours. -DQ (Directory Enquiry): Directory Enquiry is a very easy proportion, with the implementation of online directory and also a soft copy of the directory to the customers, through which, the contact of the service user can be known, just by entering the name of the customer. -IVRS (Interactive Voice Response System): Through IVRS, enquiries are noted and also information is given to the callers, with the help of a computer system. The system interacts in Hindi, English and also the local language, providing the callers, an easy way of communication. -Accounting and billing systems: All the accounting systems are computerized by BSNL, a long back. There has also been a rapid change in the billing system of BSNL. All the details are available on the internet. Infrastructure, technology and expertise for full service support to ecommerce enterprises.

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Analysis/Suggestions & Conclusion

Strength: EARLY ENTRANT IN THE MARKET ONE OF THE MOST EFFICIENT CALL RATES EFFECTIVE SERVICE & PRODUCT LARGEST PUBLIC SECTOR DECISION BIGGEST TELECOM SERVICE PROVIDER WIDEST TELECOM NETWORK CAPABILITY TO REACH RURAL AREAS EXCELLENT SERVICE WITH AFFORDABLE PRICE

Weakness:
CENTRALIZED MAKING SLOW PROCESSES OPERATING COST IS MORE COMPARE TO OTHER PRIVATE SERVICES DUE TO HIGH QUICK DECISION IS NOT POSSIBLE AS POLICY DECISION IS NOT POSSIBLE AS POLICY DECISION HAVE TO BE TAKEN AT BSNL HEADQUARTERS MARKETING SKILL IS BIT LOW COMPARED TO OTHER TELECOM SERVICE GROWTH RATE IS NOT SATISGACTORY SHORT COMINING IN ADVERTISEMENT

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Opportunities:
INCREASING DEMAND DEVELOPING RURAL SECTOR EMERGING NEW TECHNOLOGIES IT CAN GIVE MULTIPLE SERVICES LIKE ISCN CONNECTION, BROAD BAND, DATA NETWORK AND LEASED LINE

CIRCUITSAT A SHORT NOTICE AND AT COMPETITIVE RATES COMPARE TO OTHER SERVICE PROVIDERS

Threats:
COMPETITORS PRIVATE OPERATORS MAY CAPTURE THE BSNL CUSTOMER BASE IN CCBs

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*Suggestions*
BSNL should make the weakness of its competitors as its strength to provide to the market in a better way. The time taken to implement the proposal should be minimized. There is still room for the improvement of Quality of services. Implement 24 hours customer service. The complaints of customers should be handled quickly More of promotional strategy to be implemented. Wider Geographical coverage should be considered as to cater to the uncovered areas to increase the market share.

*Conclusion*

The present decade has witnessed revolutionary changes in the field of telecommunication. Keeping pace with the technological trend BSNL provides overabundance of services to its esteemed customers. Also with changing trend, there has also been a quantum increase in customer base. BSNL is still No. 1 Company in TELECOM sector and it can continue to be the same with more innovations and Better quality services.

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*Bibliography*

Company: Company profile Company documents Discussion with company personnel.

Text book:

Finance Journals Production and operation management - k. Aswathappa Organization Behaviour

Websites: www.bsnl.in www.google.com.

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BSNL
CONNECTING INDIA

PART~ B

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Executive Summary
This project research work is focused on analyzing what are the expectations of the customers from their service providers. Also make us know the marketing initiatives taken by the companies in order to attain and retain their customers. The project employs systematic, formal and descriptive research techniques. This study is based on the data collected through structured questionnaire and in-depth, unstructured and informal interview with key personnel. BSNL is the ser+vice oriented company where Customer Retention is as important as the Customer Acquisition. The service providers come up with different attractive schemes and offer in order to retain their customers based on their taste and preferences. Its difficult to study the mindset of the customers as they have lot of expectations from the service they are using and one mistake from the service provider can result in the loss of the customer. This project is important to work upon as it helps us to understand the Telecom Market and what are the expectations of the customers from their service providers (BSNL). Mobiles and Landlines are the basic needs of the customers to stay connected and BSNL is the largest telecom service provider in India. So, whats market status & feedback from bottom-to-top level?

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OBJECTIVES/NEED Need For the Study: There has been rapid development in the communication field in the last 10 years, which resulted in the emergence of many services, to cater the needs of the people in a very efficient manner. Also there have been quite a few companies, emerging in the market to serve the people, both in a cost effective and efficient manner. Hence, there is a need for BSNL to know the needs and requirements of the customers, in order to offer them an excellent service. Objectives of the Survey: To identify the attributes of the Customer Satisfaction in the Telecom Industry and to analyze the Customer Rating on its Importance vs. Performance. To understand the future market challenges for the companies. To understand the values and expectations of the customers for the companies. To identify satisfaction factors among customers and its competitors. Analysis to urban/rural market & follow 360 degree feedback. Provide perfect solution with respect consumer feelings.

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STATEMENT OF PROBLEM

To Study current market scenario and the attributes of the Customer

Satisfaction~Service~Preferences with analysis of 360 degree feedback

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Main Services being provided by BSNL

BSNL Fixed Services

BSNL provides almost every telecom service, however following are the main Telecom Services being provided by BSNL in India:Universal Telecom Services: Fixed wireline services & Wireless in Local loop (WLL) using CDMA Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed line. As on March 31, 2007 (end of financial year) BSNL had 76% share of fixed and WLL phones.

BSNL Mobile Pre-paid Mobile

Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under brand name Cellone. Pre-paid Cellular services of BSNL are known as Excel. As on March 31, 2007 BSNL had 17% share of mobile telephony in the country.

BSNL Broadband
Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSLBroadband Dataone. BSNL has around 50% market share in broadband in India. BSNL has planned aggressive rollout in broadband for current financial year. Intelligent Network (IN): BSNL is providing IN services like tele-voting, toll free calling, premium calling etc.

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Challenges (India Level)

During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL's nearest competitor BHARTI AIRTEL is standing at a customer base of 39 million. However, despite impressive growth shown by BSNL in recent times, the fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD BSNL. Presently there is an intense competition in Indian Telecom sector and various Telecoms are rolling out attractive schemes and are providing good customer services. However, BSNL being legacy operator and its conversion from a Government Department earns lot of criticism for its poor customer service. Although in recent past there have been tremendous improvement in working of BSNL but still it is much below the Industry's Expectations and Consumers Expectations.

NOW BIGGEST COMPETITORs

|| AIRTEL ||

|| IDEA || || SPICE ||

|| HUTCH || || RELIANCE ||

|| TATA INDICOM || || AIRCEL ||

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Challenges (Jodhpur Level)

BSNL has already developed an impressive customer base in Jodhpur, but much more competitors came in this market. The channel partners of have a big presence and huge customer base in the Pre-paid, Post-paid and cable network, known as BROADBAND Network. BSNL Offices in India customer contact centre and Dealer Management Office.
Ensure quality of personnel at all and provide them the right work environment. Job satisfaction and professional challenges. Motivate employees to be increasingly Achievement Oriented and identifies personnel with potential growth. Welfare for personnel at all levels. Effective communication and Harmonious Relationship with employee & customer at all the levels.

Main Challenges
COST AND TIME CONSCIOUSNESS COMMITMENT TO TOTAL QUALITY CUSTOMER SATISFACTION INNOVATION AND CREATIVITY TRUST AND TEAM SPIRIT INTEGRITY

NOW BIGGEST COMPETITOR

|| AIRTEL || || RELIANCE ||

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Revelations of the Survey: BSNL CUSTOMERS Based on Profession

The following are the subdivisions of the BSNL customers, based on their professions.

Govt. Employees 10 10 Pvt. Employees Business People 10 10 Students

When the respondents are divided based on their professions, it has been found that 10 of them are Government employees 10 are businessmen, 10 are private employees and the remaining 10 are students.

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Government Employees
The following illustrations give an idea about the awareness and usage of the Government Employees in Awareness and usage of Internet Services and also their perception, taken into account, various parameters.

Awareness and usage of Internet Services:

Awareness and usage in %

80 70 60 50 40 30 20 10 0 BB SNET Awareness Usage

BB. Broad Band

SNET. Sanchar Net

Broad Band is known to almost all of the respondents, while Sancharnet is known to more than 50% of the respondents. Usage wise, broadband connection is used by most of the people.

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Technical Quality Perception

Quality Opinion

10%

Satisfied Not Satisfied

90%

90% of the Government Employees interviewed are satisfied with the technical quality of the value added services used by them.

Price Perception
Price Satisfaction

30% Satisfied Not Satisfied 70%

Around 70% of the Government Employees interviewed are satisfied with the pricing of the value added services used by them.

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Overall Satisfaction Rating

Overall Satisfaction

10% 20% 10%

Totally Happy Happy Just Happy Not Happy

60%

60% of the respondents rate their overall satisfaction with the BSNL services as Happy.

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Private Employees The following illustrations give an idea about the awareness and usage of the Private Employees in Awareness and usage of Internet Services and also their perception, taken into account, various parameters. Awareness and Usage of Internet Services Awareness and usage in %
100 80 60 40 20 0 BB SNET Awareness Usage

BB. Broad Band

SNET - Sancharnet

Broad Band is known to almost all of the respondents, while Sancharnet is known to more than 50% of the respondents. Usage wise, Broadband connection is used by most of the people.

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Technical Quality Perception

Quality Opinion

40% Satisfied Not Satisfied 60%

Only 60% of the private sector employees are satisfied by the technical quality of the value added services.

Price Perception
Price Satisfaction

20%

Satisfied Not Satisfied 80%

80% of the private sector employees are satisfied with the pricing of value added services.

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Overall Satisfaction Rating

Overall Satisfaction

10%

10%

Totally Happy 30% Happy Just Happy Not Happy

50%

Only around 40% of the respondents are either happy or totally happy with the services they avail.

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Business People The following illustrations give an idea about the awareness and usage of the Private Employees in Awareness and usage of Internet Services and also their perception, taken into account, various parameters.

Awareness and Usage of Internet Services Awareness and usage in %

100 80 60 Awareness 40 20 0 BB SNET Usage

BB. Broad Band

SNET. Sancharnet

Broad Band is known to almost all of the respondents, while Sancharnet is known to more than 50% of the respondents. Usage wise, Broadband connection is used by most of the people.

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Technical Quality Perception

Quality opinion

30% Satisfied Not Satisfied 70%

70% of the businessmen feel that the technical quality of the value added services that they use is good.

Price Perception
Price Satisfaction

10%

Satisfied Not Satisfied

90%

90% of the respondents are satisfied with the pricing of the services they use.

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Overall Service Quality Rating

Overall Satisfaction

20%

50% 20%

Totally Happy Happy Just Happy Not Happy

10%

Around 60% of the respondents are either happy or totally happy with the services, while 20% of them are not happy.

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STUDENTS The following illustrations give an idea about the awareness & usage of the Student group in Awareness and usage of Internet Services and also their perception, taken into account, various parameters.

Awareness and Usage Awareness and usage in %

100 80 60 Awareness 40 20 0 BB SNET Usage

BB. Broadband

SNET. Sancharnet

Again, the awareness among the internet services provided by BSNL is almost maximum among the students. Usage wise it is minimum, many of them use Sancharnet cards.

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Technical Quality Perception

Quality Opinion

40% Satisfied Not Satisfied 60%

Only 40% of the students interviewed are satisfied with the technical quality of the service.

Price Perception
Price Satisfaction

30% Satisfied Not Satisfied 70%

70% of the students interviewed are satisfied with the pricing of the services.

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Overall Satisfaction Rating

Overall Satisfaction

10%

40% 30%

Totally Happy Happy Just Happy Not Happy

20%

Total 40% of the students interviewed, rate their overall satisfaction rate as not happy.

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ALL BSNL SUBSCRIBERS, IN A SINGLE GROUP The following illustrations give an idea about the awareness & usage of the Student group in Awareness and usage of Internet Services and also their perception, taken into account, various parameters.

Awareness and Usage Awareness and usage in %

100 90 80 70 60 50 40 30 20 10 0

95

72.5

Awareness Usage 22.5 22.5

BB

SNET

BB. Broadband

SNET. Sancharnet

Broad Band is known to about 95% of the respondents, while Sancharnet is known to around 73% of the respondents. Usage wise, Broadband connection is used by most of the people.

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Technical Quality:
Quality Opinion

35% Satisfied Not Satisfied 68%

Around 68% of the respondents are satisfied with the technical quality of the value added services. Pricing:
Price Satisfaction

23% Satisfied Not Satisfied 77%

Total 77% of the total respondents are satisfied with the pricing of the value added services.

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Overall Satisfaction

Overall Satisfaction

20

22.5

Totally Happy Happy Just Happy Not Happy 25 32.5

Around 55% of the respondents are either happy or totally happy with the value added services, while 25% of them are just happy. 20% of the respondents are not happy with the service, in terms of overall satisfaction.

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NON BSNL SUBSCRIBERS The following is the division of companies among the customers surveyed, other than BSNL.
NON BSNL SUBSCRIBERS 70 60 60 50 40 30 20 20 10 10 0 Airtel Reliance Hutch Others 10 NON BSNL SUBSCRIBERS

60% of the non-BSNL customers surveyed are customers of Airtel, 10% of them are the customers of Hutch, and 20% are the customers of Reliance, while the remaining 10% of them are either from TATA or the other local operators.

TYPE OF SERVICE:
Services 60 50 50 40 30 30 20 10 10 0 Mobile Landline Internet Others 10 Services

Regarding the division based on the type of the service used by non-BSNL customers, 50% of them use only internet, 30% of them use mobile (pre/post paid), 10% of them use only land line, while 10% of them use other services.

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TYPE OF INTERNET SERVICES BEING USED:

10%

Broadband Cable Net

90%

Among the Internet users, 90% of them are Broadband users, while the remaining 10% are the local cable net users.

VIEW ABOUT THE QUAILITY OF THE SERVICE:

Quality Opinion

10% 10%

10% Excellent Very good Good Poor 50% Very Poor

20%

Around 80% of the non-BSNL customers interviewed feel that the service provided by their operator is good, while the rest of them feel it as Very Good or Excellent.

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*FINDINGS* A large portion of non BSNL customers are held by AIRTEL. 45% of non-BSNL customers avail internet, 35% of them use Mobile & 10% use Landline services, while 10% of them use other services. The additional facility in phone plus services provided by private operators is SMS, which is used by 50% of the respondents. Caller ID instrument is provided for free by the private operators. While 90% of the internet users avail Broadband, the remaining 10% use cable net. Quality view of the subscribers of private service providers is almost same as that of the BSNL subscribers. 70% of them think that the quality of the service is good, while not even a single respondent had a perception of bad quality. Regarding the awareness of BSNL services among the non-BSNL subscribers, many of them knew the phone plus services provided by BSNL. Almost 70% of them have awareness about the Broadband service provided by BSNL. 40% of the respondents think to use BSNL Broadband service in future, while 13% of them think of using other services. Majority of the respondents feel that the pricing of BSNL is reasonable. Majority of the respondents also have positive feeling about the quality of the service provided by BSNL. The non localite customer can not avail the sim facility that is being offered local population by the company.

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*RECOMMENDATIONS* Phone: All the private operators provide the telephone instruments with CLIP facility. Hence, the new instruments have to be provided with the CLIP facility, so that the customers may not have to buy an extra instrument and even facilities like SMS, can be given through the same instrument. Further, publicity is to be done to create awareness, mainly through electronic media, if possible, through a brand ambassador. Internet: Broadband:
BSNL should provide slots in all the areas and grab the rising demand to its favour. An offer like unlimited download for the present 250 rupees plan will be worth giving. Providing broadband connection, without a land line telephone should be looked into. A large amount of none. BSNL customers are interested in availing broadband connection, especially, Internet Caf owners. BSNL should grab this opportunity and increase its network.

Sancharnet:
Publicity should be given regarding the availability of Sancharnet Cards. The speed of the internet connection should be increased and maintained constantly.

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Other Connections:
ISDN is one of the modern technologies, but only a few customers have knowledge about it. Hence a rapid publicity should be given, for these services.

Customer Care:
Right action must be taken to provide customer service on par with BSNLs private counter parts. Many respondents are even of a view that outlets like other private operators can be opened even by BSNL. Call Center from Hyderabad works only until 8 in the night and the calls after that will be diverted to Bangalore, so getting good information becomes difficult. Hence, call center service should be made 24/7.

Other Recommendations:
The main Marketing Strategy of any company is publicity and advertisements. BSNL, when compared to its competitors, has to make rapid strides in this field. Hence, the advertisements are to be made more attractive. A brand ambassador, with attractive ads will serve the purpose. The customer attention plays a very important role in increasing the market share. Hence the company should be in constant contact with its customers. Many of the private operators intimate their customers about the last date of paying their bills, etc. In todays world of rapid change in technology, the students need to have good access to internet and hence some offers to the students have to be provided in this field. The has to make changes in its policy so as to look after the needs of all customer. (like sim provider to outsider) Customer Care service should be improved considerably. The complaints of customers should be handled quickly.

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MY VIEW

Communication is an exchange of facts, ideas, opinions or emotions by tow or more persons; hence BSNL is perfect communication providing familiar services. They have to reach the customer before the customers reach them and in feel that all the customer are valuable

Vikram Rajpurohit

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Bibliography
Company: Company documents Discussion with company personnel.

Text book:

Marketing Management By Philip Kotler Management Information System Finance Journals Organization Behaviour

Websites: www.bsnl.in www.google.com.

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Annexure

Sample Questionnaire: 1. According to you what is awareness level & usages of internet? 2. What is your opinion about technical progress? 3. Are, you satisfied with price level? 4. Are you overall satisfied with the performance?

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*FEEDBACK*

*DATA*

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