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INTRODUCTION TO THE TOPIC
Bharat Sanchar Nigam Limited (BSNL) has launched 3G services in Manipur
to help to bring the state at par with other states.
On March 20, 3G services were launched for the first time in Manipur and will
be available in Porompat, Lamlong Bazar, Chingmeirong, Koirengei,
Thangmeiband, Lamphel exchange, Tera Bazar, Langjing, Kwakeithel,
Singjamei Bazar, Manipur University, and Kongba Bazar regions of the state in
the first phase.
.These services already exists in Delhi, Mumbai and Chennai, and have
received a good response.eople in Imphal, the state capital, expressed
happiness over the commencement of 3G services.
"New technological changes are taking place and it is necessary to adapt to
changing times and trends and avail of the new service," said Yunman
Manglem, a 3G user.I think it is very fortunate for us to get a chance to use this
service. I am just applying to this service," added C S Lokendra Singh.
Thirty-two towers will power 3G services in Manipur.
Applications like download of music tracks, video calls and conferences live
streaming, news, current affairs will be powered by the 3G services.
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People feel that the 3G services is advantageous specially to the people of
north east.
"Right now the speed is just 2 MB plus, this is very good speed. Afterwards the
time will come when the bandwidth will be increased," said Lumkin, Deputy
General Manager, BSNL Manipur.nder the banner of 3G services, WIMAX
services will also be extended to rural areas. (ANI)
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COMPANY PRODUCT
Telecom Factory at Wright Town, Jabalpur has been manufacturing mainly
Towers of various types, CD cabinets of different capacity, LJUs, line stores
items for over head telephone and telegraph lines such as Hamilton Poles,
telephone and telegraph Brackets, stalk etc. Details of the products are
furnished below-
Micro Wave Tower
The use of Steel Towers for Radio Communication have been tremendously
increasing with the rapid progress of Radio and Telecommunication
Technology. Telecom Factories at Jabalpur and Bhilai manufacture various
types of Steel Structural Towers for use in the vast Telecommunication Net-
work.
Hamilton Poles
Telephone poles (Taper Tubes) of various sizes are manufactured in Telecom
Factory, Jabalpur. These tubes are in two standard length of 2440 & 1220 mm.
Line Jack Unit
The Line Jack Unit (LJU) is used for terminating Telephone Exchange line and
any other voice/non-voice equipment at Subscriber’s premises and replace
conventional plug/socket and rosette. Unit is manufactured based on the
specification No. G/LJU-01/03 July’ 93.
Cable Distribution Cabinet
Cable Distribution Cabinets are used for termination of primary exchange cable
and secondary distribution cable. The cabinets are suitable to house L.S.A.
plus I.D.C. type C.T. Boxes5
40 Meter Narrow base Tower
40 meter Narrow base Tower is being manufactured by Telecom Factory,
Wright Town, Jabalpur which is used for launching mobile services like WLL
(Wireless in Local loop) by Bharat Sanchar Nigam Limited.
Mini Pillar,Mini Pillar Junction Box & Joint Box
Mini Pillars, MPJ Box & Joint Box are being manufactured by Telecom Factory,
Wright Town, Jabalpur which are used in exchange cable termination.
Tubular Triangular Hybrid Tower
Three legged tubular triangular Hybrid (TTH) Tower of 60 meter height is also
manufactured by Telecom Factory, Wright Town, Jabalpur which are used for
launching mobile services by BSNL.
Telecom Factory, Jabalpur is also engaged in manufacture of other
products
like U Back, Channel Bracket Iron, Stalk, Support Brackets etc.
Comparative Features of Towers
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SCOPE OF THE STUDY
1. the calculate the display shareof the BSNL in every shop which comes under
the mathura region
2 collect the data of actual monthly sale of the BSNL of the every shop of all
india
3 check the avalibility of the BSNL in the every shop
4. find out the problem that the dealer are facing while selling the BSNL
5. find the customer responce for BSNL quality of the particular customer
6. find out the dealer name from whom they purchasing their product and
also weather they direct dealership and which brand of the particular
customer
7. check the quality of the particulr product
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INTRODUCTION OF THE COMPANY
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
to 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.
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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 wsa 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 till 1941 when all the shares of the Private
company were purchased by a Public Enterprise. The capital expen- diture
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
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).
Dalhousie Institute Building - demolished on 1950 to make space for
construction of Telephone Bhawan
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.
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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.
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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.
New Technologies and New Services
New technologies which have been introduced are
STM rings
Intelligent Network (IN) (first city to launch the service)
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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
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Internet Telephony (Webfone)
Sampark (IVRS based)
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
harat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband,
Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Presently it
is one of the largest & leading public sector unit in India.
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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 wining customer's confidence. Today, it has
about 46 million line basic telephone capacity, 8 million WLL capacity, 52
Million GSM Capacity, more than 38302 fixed exchanges, 46565 BTS, 3895
Node B ( 3G BTS), 287 Satellite Stations, 614755 Rkm of OFC Cable, 50430
Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.6
Lakhs villages.
BSNL is the only service provider, making focused efforts and planned
initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no
telecom operator in the country to beat its reach with its wide network giving
services in every nook & corner of country and operates across India except
Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier and North-
eastern region of the country. BSNL serves its customers with its wide bouquet
of telecom services.
BSNL is numero uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to
suite every customer.
BSNL cellular service, CellOne, has 55,140,282 2G cellular customers and
88,493 3G customers as on 30.11.2009. In basic services, BSNL is miles
ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent
share of the subscriber base and 92 percent share in revenue terms.
BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased
Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the
NUMBER ONE ISP in the country.
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BSNL has set up a world class multi-gigabit, multi-protocol convergent IP
infrastructure that provides convergent services like voice, data and video
through the same Backbone and Broadband Access Network. At present there
are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration
and Maintenance of Switching & Transmission Networks and also has a world
class ISO 9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390
million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).
The turnover, nationwide coverage, reach, comprehensive range of telecom
services and the desire to excel has made BSNL the No. 1 Telecom Company
of India.
BSNL Registered Office1. Initial SIM & Activation Charges for both Voice and
Data plans under 3G postpaid and prepaid service:
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Note:-
2. General Terms and conditions:-
• In case of migration from 2G to 3G, the customer may continue with the
existing 2G SIM without any charge or may opt for a new 3G USIM with higher
memory for Rs.59.
• In case of migration from 2G prepaid to 3G prepaid, the unutilized account
balance validity in 2G will be carried forward to 3G.
• Replacement of defective SIM/USIM will be free of cost to be made at CSC
only, if the replacement of SIM/USIM is due to technical reason beyond the
control of customer. However, if the replacement of SIM/USIM is due to
customer negligence Rs.59 (Incl. of S.Tax) will be levied. In case customer
wants new USIM, replacing the existing 2G SIM, the customer will also have to
pay Rs.59.
Promotional 3G Offers
• Customers purchasing 3G Data card from BSNL and activating the same will
get free data usage of 6 GB per month as 1GB day/any time and 5GB night
usage for two months from the date of activation as a promotional offer until
further order. However, for getting validity the customer has to recharge with
data recharge voucher or fixed monthly charges in case of postpaid connection.
The free usage of 6 GB will be added to the free usage available with the data
plan. No other freebies may be allowed for the above data cards.
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• Incoming video call facility allowed to 2G customers with 3G enabled
Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
Janpath, New Delhi-110 001
BSNL Corporate Office
Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
CTD web site
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Be the leading Telecom Service Provider in India with global presence.
Create a customer focused organisation with excellence in sales, marketting
and customer care.
Leverage technology to provide affordable and innovative products/services
across customer segments
Provide a conducive work environment with strong focus on performance
Establish efficient business processes enabled by IT
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Board of Directors
Corporate structure of BSNL Board consists of CMD & Five full time Directors,
Human Resource (HR), Consumer Mobility, Consumer Fixed Access, Finance,
Enterprise, who manage the entire gamut of BSNL operations. There are five
other Directors in the full Board of BSNL.
Shri Kuldeep Goyal has taken over as Chairman & Managing Director of BSNL
on August 1, 2007. Shri Kuldeep Goyal joined the Indian Telecommunication
Service of Govt. of India in 1972. He is an Engineering Graduate from IIT
Roorkee.
Just prior to taking over as CMD, BSNL, Shri Goyal has worked as Director
(Planning & New Services) and was responsible for planning and execution of
strategy for expansion of BSNL's network.
With more than 35 years of service, Shri Goyal has vast experience in telecom
sector viz. planning, installation, operation and maintenance of wirelines and
wireless services, data services, computerization of various activities in telecom
network and provision of value added services.
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While working as chief General Manager, Maharashtra Telecom circle, he was
in charge for operations, planning and expansion of telecom network of the
largest circle of BSNL and contributed to rapid growth of telecom networks in
Maharashtra and Goa. During his short tenure of ten months as Executive
Director, MTNL Mumbai, he was able to double the connections in GSM
network of MTNL Mumbai and MTNL's market share was enhanced from
8.93% to 15.5%. During his tenure, broadband service was also started in
January 2005 and 40000 subscribers were enrolled during a short period of
nine months.
Shri Goyal has worked in Yemen on a foreign project through
Telecommunications Consultants India Ltd. He was also a Member of National
Working Group of ITU-T Study Group 2 on operational aspect of service,
provision and performance of telecom networks and participated in meeting of
ITU-T Study Group 2 at Geneva.
Shri Goyal has delivered a number of talks on various topics relating to telecom
in various forums like GSM Association, Institute of Engineers, Institute of
Electrical and Telecommuincations Engineers, CII, Door Darshan and A.I.R.
Some of his articles - "Telecommunication Industry at a Glance", "Universal
access - An international perspective" and "Trade in Telecommunications" have
been published in Telecommunications Journal.
Director - Consumer Fixed Access(CFA)- Shri Rajesh Wadhwa
Shri Rajesh Wadhwa took over as Director (Operations) in BSNL on 1st August
2008. Shri Wadhwa is a B. Tech in Electrical Engineering in first class with
distinction from I.I.T. Delhi. He has also done MBA from Faculty of
Management Studies, University of Delhi. He joined the Department of
Telecommunications, Government of India through Indian Telecommunications
Services Group ‘A’ in December 1975. Since then he has worked in various
capacities in different units of DoT/ BSNL/MTNL and has versatile experience
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covering almost all the fields in telecommunications including operations,
development and management of landline and mobile networks, sales and
marketing and financial management etc.
Before joining as Director (Operations) on the BSNL Board, he was working as
Chief General Manager (North) in Mahanagar Telephone Nigam Ltd., Delhi and
had also worked as Executive Director, MTNL, Delhi for sometime. In MTNL,
he had been mainly responsible for provision, operations & maintenance of
landlines and broadband services, mobile services, management of
transmission and leased line network, optical fibre network, marketing and
distribution channels and revenue management. He was actively involved in
extensive induction of IT enabled computerized Operational and Customer
Interface Systems and for introducing the concept of paperless working in
many areas.
As Director (Operations), BSNL, he is mainly responsible for improving the
Systems and Methods to achieve optimal performance and maximum utilization
of BSNL's extensive country-wide Infrastructure and network. He is also
responsible for achieving short-term and long-term business interests of the
Company by way of high customer satisfaction and timely provision of
satisfactory and quality services through close coordination with various field
units. He is also responsible for induction and adaptation of new technologies
and managing technological changes and providing state-of-the-art modern
and world class integrated telecom services in the highly competitive
environment.
Director - Consumer Mobility(CM)-Shri R.K.Aggarwal
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Shri Rakesh Kumar Agarwal has done his B.E. from Indian Institute of Science,
Bangalore in 1973 and then M.Tech in Communications from IIT Delhi in 1975.
Thereafter he joined Department of Telecommunications and worked in various
fields of telecommunications. He did installation of C-400 Cross Bar Exchanges
till 1983. He was sent to France for training for the installation of Digital
Electronic Exchange of E-10B make in 1983 and thereafter worked as Deputy
General Manager (Installation) for E-10B Exchanges in MTNL, Mumbai from
1983 till 1991.
He was DoT representative for the System Selection Committee set up to
finalise gateway switches for VSNL. During 1990 he represented India for APT
Conference in Indonesia. He was also deputed as Project Director, TCIL to
Sultanate-of-Oman from 1991 to 1996 where he handled all the projects related
to setting up the external plant network for copper cable and Optical Fibre
Network in Sultanate-of-Oman. From 1996-98 he worked as Chief General
Manager, Andaman & Nicobar Telecom Circle and thereafter handled the
charge of Jaipur Telecom District, Rajasthan from 1998-99. He was posted as
General Manager (Development) in Pune in 1999 and was incharge of
complete planning and installation of all switching and transmission network in
Pune District. He was also in-charge of computerization as well as introduction
of new services in the network in Pune.
He was closely involved with planning, evaluation of tender as well as
implementation and maintenance of GSM Mobile Services in Maharashtra
since 2002. As Chairman of the Validation Committee he successfully carried
out the validation of mobile switch for West Zone installed at Pune. He was in-
charge of all the Central Platforms for GSM Mobile Services for West Zone
installed at Pune namely pre-paid platform, billing system and value added
services for mobile. Later on he finalized expansion of mobile network in West
Zone for 4 million lines and was involved in the commissioning and
maintenance of GSM Mobile Network. He was also closely involved with the
setting up of Call Centre at Pune for handling Customer Care and Marketing of
Mobile Services till May, 2006.In June, 2006, he was posted as Chief General
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Manager, BSNL Bihar Telecom Circle. He has taken over the charge of
Director (Planning & New Services) in BSNL Board w.e.f. 11th April, 2008.
Director (Enterprise) - Shri Rajendra Singh
Shri Rajendra Singh joined BSNL Board as Director (Commercial & Marketing)
on 7th November, 2007. After the restructuring in BSNL in May, 2009, his
designation has been changed as Director (Enterprise), along with the change
of responsibilities.
Shri Rajendra Singh belongs to 1972 batch of Indian Telecom Service. He
obtained his Bachelor's Degree in Electrical Engineering in 1972 from Punjab
Engineering College Chandigarh and joined the Department of
Telecommunications in March 1974. Before joining the BSNL Board, during his
more than three decades of service, he successfully held various important and
prestigious positions in the Department of Telecommunications, MTNL and
BSNL. During his tenure as the Chief General Manager of Himachal Pradesh
and Punjab Telecom Circles, these Circles recorded significant growth, both in
terms of quality and quantity. While working at different positions, he acquired
vast experience and knowledge in various streams of telecommunications.
He worked on various key projects in Saudi Arabia and Malawi (Africa) during
his deputation to TCIL and has a track record of completing the TCIL projects
before time, which resulted in higher profit margins for TCIL. During his
illustrious career, he has undergone several trainings in India, Japan and U.K.
He also participated in a Study Group meeting at ITU HQ Geneva, Switzerland
in 2002.
As Director (Enterprise), BSNL Board, he is responsible for formulating and
implementing policies for sustainable growth of the Enterprise & Wholesale
businesses and managing the core network. Enterprise customers include
small, medium and large Corporates, Central / State Government Departments
and PSUs. The wholesale business covers Indian and International carriers
and ISPs. All deals pertaining to the international long distance and national
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long distance network fall within this jurisdiction. His core network
responsibilities include Procurement, Installation, Commissioning and
Operation & Maintenance of all transmission equipment as well as Planning,
Installation, Maintenance and Management of all MPLS core network.
As head of these businesses, he is responsible for the creation of innovative
and affordable products, superior sales, marketing & customer service and
excellence in network ope
Director (HR)- Shri Gopal Das
Shri Gopal Das has taken over as Director(HRD) in BSNL on 4th October 2007.
He is responsible for formulating and implementing policies pertaining to
Establishment, personnel, industrial relations, training, restructuring and other
HR related affairs.
He obtained his B.E. Degree with honors from Banaras Hindu University in the
year 1972. He joined Department of Telecommunications, Government of India
through Indian Telecommunications Services Group 'A' Service in June 1975.
Prior to his present assignment Shri Das was Chief General Manager,
(Wireless Services) in Mahanagar Telephone Nigam Limited at Mumbai.
He has vast experience of 32 years in Telecom Industry in the Department of
Telecommunications and Mahanagar Telephone Nigam Limited in different
capacities. He has received training in Operation and Maintenance of
Electronic Exchanges in France and he was also one of the members of the
Special Study Group of ITU for Mobile Network relating to IMT 2000 and
beyond.
Shri Gopal Das was deputed in Kingdom of Saudi Arabia as Project Director for
handling the various Telecom projects in the city of Dammam during the period
from 1987 to 1992. He has also worked on Deputation in Nigeria for about 3
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years as Project Director and handled many Optical Fibre and transmission
projects. Shri Das has visited different countries like USA, UK, France,
Australia, Singapore, Korea etc. to get exposure of management of telecom
systems at international level.
During his tenure in Department of Telecommunications and Mahanagar
Telephone Nigam Limited, he worked in various capacities as Area Director,
General Manager and Chief General Manager and possesses wide experience
in Operations, maintenance and development of telecom network including
functions related to personnel, commercial, marketing and project
implementations. Right from inception of GSM network in MTNL Mumbai, as
General Manager, he was actively involved in planning, installation and
operation of GSM network and while working as Chief General Manager
(Wireless Services), he was responsible for planning installation, operation and
maintenance of GSM and CDMA networks an contributed to the rapid growth of
Wireless network in MTNL, Mumbai.
Shri R.N.Jha, Govt. Director
Shri. Rabindra Nath Jha was appointed as Government Nominee Director on
the Board of Directors of BSNL with effect from 12.2.2010. Presently Shri Jha is
Deputy Director General (International Relations), Department of
Telecommunication, Ministry of Communications & IT, Government of India. He
is a councilor from India in the International Telecommunication Union (ITU)
Council. He was elected as the Vice-Chairman of 2009 Session of ITU Council.
He is also on the board of Directors of TCIL (Telecom Consultants India Ltd.).
He did B-Tech in Radio Physics and Electronics from the University of Calcutta.
He had been a recipient of Centre of Advanced Studies National Scholarship
as well as National Scholarship. Before joining Department of Telecom as an
ITS officer, he worked as Senior Scientific Assistant, National Test House,
Kolkata under the Ministry of Commerce and Industry and as a Scientist B in
Explosives Research and Development Laboratory, DRDO, Ministry of
Defence, Pune.
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He worked as Divisional Engineer (Internal) in Ahmedabad Telecom District
and maintained internal as well as external plant of Telecom Network of
Navrangpura Telephone Exchange. As Divisional Engineer (Rural) and
Divisional Engineer (Planning) in Patna Telecom District, he had been
responsible for planning Telecom network and dimensioning the exchanges. As
Deputy General Manager, MTNL Delhi, he had been maintaining the external
plant network of Central and Jorbagh areas two very important localities of
Delhi. He was also posted as Director (Engineering and Network Planning) in
TEC and had been instrumental in formulating National Plan for ‘Switching’ and
‘Routing’. Also, forecasted the TAX capacity both of level I and Level II of all the
Secondary Switching Area including MTNL Bombay and Delhi. Further, he
worked as Director (OSP), DOT and had been instrumental in formulating
guidelines for the registration of Call Centers under OSP categories. He
organized India National Pavilion in ITU Telecom Asia, Hong Kong in the year
2002, ITU Telecom World in Geneva in 2003 and Supercomm in Atlanta in the
year 2003. .
As the General Manager (Corporate Sales and Business Development) in
MTNL Delhi he had been promoting MTNL’s services to the commercially
important customers in the highly competitive market. As the nodal officer of
MTNL he had been coordinating with the Embassies, PMO, MEA, Ministry of
Finance, NDMC, MCD, Government of Delhi etc. He had been instrumental in
formulating various tariff plans to beat the competitions.
Shri Jha, as Deputy Director General (International Relations) in the Ministry of
Communications & IT is the nodal point for coordinating with the International
Organizations like ITU, APT, CTO, SAARC and bilateral issues with the other
individual countries. As an expert, he represented the country in APT Forum in
the Seminar on ‘Introduction and Implementation of IMT- 2000’. Availed ITU,
APT fellowships and participated in the Telecom Development Symposium
during ITU World 2003 event in Geneva. During the course of work, he visited
countries like Thailand, USA, Hong Kong, Switzerland, Turkey, Spain,
Singapore, China, Tunisia, Malaysia, Portugal, South Africa, etc.
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He took very active part in the ITU Plenipotentiary Conference -06 held in
Antalya, Turkey in 2006 and canvassed for getting India elected as Council
Member of ITU and also for election of Indian nominee as one of the members
of Radio Regulation Board of ITU.
Shri Jha attended World Radio Conference (WRC-07), World Telecom
Standardization Assembly (WTSA-08), World Telecom Policy Forum 2008 & a
number of ITU Council meetings & world telecom events. Elected as Vice-
Chairman of RPM for WTDC-09 and also chaired the Management & Budget
Group of ITU Council in 2010. Shri Jha was instrumental in signing of an
agreement between Ministry of Communications & IT, Government of India and
ITU for effective co-operation between the Telecom Centre of Excellence of
India and ITU. He had been a member of High level delegation led by Shri G.
K. Pillai, Secretary (Commerce) to Democratic Republic of Congo in June,
2008. This delegation was the special emissary of Hon’ble Prime Minister of
India to Democratic Republic of Congo.
Shri Mahesh Shah, Director
Shri Mahesh Shah is a B.Com., LLB., FCA, FCS, FICWA, MBA[USA],
MBIM[UK]. He entered upon the office of Director of the Company wef
20.2.2008. He is a Corporate Advisor on Company Law, Finance, Tax, Audit,
Corporate Governance, Costing, Capital Market, Restructuring etc. He was
very closely associated with all the professional bodies such as ICSI and
ICWAI in various capacities such as Central Council Member, President, Vice-
President; and is a former Member of Accounting Standard Board of the ICAI.
He is a Member of the Technical Group for Depository System, Ministry of
Finance, Government of India. Also associated with various trade bodies such
as FICCI, ASSOCHAM, ICC etc., as Member of various committees. Has also
authored a book titled Guide to Non Banking Financial companies, Procedure
and Regulations. He has participated in large number of national and
international seminars and presented papers. Is actively associated with many
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social bodies such as Bharat Relief Society, Bharatiya Vidya Bhawan, IRC,
Chinmaya Mission etc.
Dr. S.K.Kak, Director
Dr.Kak, is an M.Tech in Electronics Engineering [Microwave Engineering] and
Ph.D in Electronics Engineering [Digital Communications] is Vice-Chancellor of
chaudhary Charan Singh (CCS) University, Meerut, Uttar Pradesh. He entered
upon the office of Director of the Company wef 20.2.2008. His areas of interest
include Communication systems /Design, digital and Data communication,
Computer Networking, Optical communication and Signal Processing. Has
more than 34 years of Research Experience in the fields of Communication
Engineering, Communications systems, Optical and Fire Optic communication,
Data Networks, Signal processing and AI Engineering and Expert Systems. He
was instrumental in designing and installation of Campus wide Telephone
Network and Computer network in BHU. Also possess very rich experience in
Administration. Has delivered more than 22 research papers in international
seminars; and participated in over 30 workshops, seminars etc. Held important
assignments such as Chairman, PDR of VSAT Monitoring system for DRDO
2004, Chairman, PDR, FLIR for ALH Version of NAG 1996 etc., to name a few.
Also held important positions in various scientific and educational institutions of
national importance.
Sanjiv Gupta, Director
Shri Sanjiv Gupta, 46, an alumnus of IIT Delhi, has had a long and
distinguished career in marketing and operations in diverse categories.
A Chemical Engineer, Shri Sanjiv started professional career with Hindustan
Lever Limited in 1984 and very quickly moved across the organisation in Sales
and Marketing. In the last two years of his stint, he was the National Media
Manager for the whole Unilever Group in India to consolidate buying and
32
negotiation across all group companies and profit centres to tackle the
imminent privatization and mushrooming of media. He joined the Coca-cola
company in India in 1997 as Vice-President Marketing and was instrumental in
providing a bold new direction to its marketing campaigns; connecting with
consumers with relevant brand messages like never before"!
Following a successful inning in marketing, Shri Sanjiv took over as Head of
Operations for the company-owned bottling operations of Coca-Cola in India.
He was elevated as the Deputy President of Coca-Cola India Division in April
2002, with above 60 plants under his supervision. During this period, he
brought about significant operational improvements at the marketplace,
resulting in the company reaching the break-even profit stage in 2001-2 and the
India Division receiving the prestigious Woodruff Cup in 2002. He steered the
company's owned bottling as well as franchise operations and led the Indian
operations to the country's premier total beverage company. Under Shri Gupta,
the Coca-Cola company was poised to change the beverage landscape once
again with an exciting range of new product offerings in Juice, Carbonated Soft
Drinks and numerous Packaging innovations. The company in India has
consolidated its leadership position of a 60.2% Market Share and is a strategic
market for the overall Coca-Cola Company.
Shri Sanjiv is now associated with a Infrastructure Fund focussed on the
growing infrastructure sector in India. He has delivered lectures in national and
international forums and is actively associated with various commerce and
trade bodies such as FICCI, CII etc., in various capacities
33
34
BSNL wishes all its 90 million customers a most joyous and prosperous New
Year! Customers are central to our thoughts and their happiness lies at the
heart of all our actions. As a new year dawns upon us, BSNL re-dedicates itself
to providing truly world class telecom services to our esteemed customers at
tariffs that set new industry standards. We extend sincere good wishes to our
customers, hoping that the year 2010 brings success and happy tidings for
them.
We owe a deep sense of gratitude to our customers for trusting us to deliver
quality service. Given the vast geographical spread of our country, we have
strived earnestly to reach its every nook and corner, for we believe that
universal access to telecom services can really act as a catalyst in national
development. It is our privilege to be able to fulfill our obligations towards the
nation and the society at large. 3.175 Crore telephone connections and 3.93
lakhs broadband connections in rural areas are a testimony to our commitment
to valued customers in the heartland of India . In keeping with that sentiment,
we are consistently strengthening the public telephone system by providing
more and more Village Public Telephones and Rural Community Phones. We
take pride in the fact that 5.61 lakh of the 5.93 lakhs inhabited villages have
already been covered and the remaining villages too will be covered during
2010. Broadband service will be extended to the uncovered cities and
district/block headquarters progressively during the next two years. It is deeply
satisfying that we have so far covered 613 of the 619 district headquarters,
5431 of the 6413 block quarters, 4044 out of 5672 cities, 106,559 out of
593,890 Villages and 2997 of the 3300 Tehsils. We firmly believe in an
inclusive development of the country whereby all sections of our society reap
the benefits of cutting-edge technology.
For urban customers also, we have a number of service offerings in store. In a
forward looking move, BSNL observed year 2007 as the Broadband Year when
broadband was in its infancy and customers were not even aware of the
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potential it held to completely transform their internet experience. Continuing
the pioneering tradition, BSNL has already launched 3G service in several
parts of the country and is looking to consolidate and expand its footprint. Our
WAP portal 'BSNL Live' enriches customer's experience by providing several
new and premium value added services like video on demand, movies, music
and games. BSNL seeks to capitalize on the lead which it has got in 3G space
by further rolling out the 3G network, maintaining high quality of service in
areas where these services have been launched and consistently raising the
bar of customer service standards. In recognition of the customer needs for
new and innovative services and BSNL's resolve not only to meet but also
exceed their growing expectations, we have decided to observe 2010 as "3G
and ‘BSNL Live' Year". I am confident that with customers' continuing support
and goodwill in the coming year, BSNL will emerge stronger and more vibrant
in providing a bouquet of delightful services at competitive tariffs.
I send my warm greetings and best wishes for a bright and successful new
year to all BSNL customers!
(Kuldeep Goyal)
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Marketing strategies of BSNL
Our visions begin with our desires.
- Audre Lorde
We all have some visions of ourselves and our future, and that vision creates consequences. More than any other factor, vision affects the choices we make and the way we spend our time.
Visions drive consequences.
Principles drive results.
Key is to base vision on principles.
- Stephen R Covey.
It is true for individuals as well as organizations. The strongest form of vision / motivation is to base vision on “What Legacy we want to leave.” And to achieve it we must take a principled centered path. History is full of examples that many organizations have vanished grown and vanished overnight as their path to achieve vision was not based on principled way.
Vision of the organization can only be translated into reality, if it is shared by one and all. The best way to implement is to involve them in formulation. But even if it is conceived by higher management then it has to be explained to each and every individual of the organization, otherwise it may remain as a showpiece.
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Marketing vision of the BSNL has to be based on overall mission and vision of the organization.
The mission of BSNL is
i. To provide world class State-of-art technology telecom services on demand at affordable price.
ii. To provide world class telecom infrastructure to develop country's economy.
And the vision of BSNL is
i. To become the largest telecom Service Provider in Southeast Asia.
In dynamic environment anything permanent is “CHANGE”. So we must revise and review so that focus is never lost.
Strong lives are motivated by dynamic purposes. - Kenneth Hildebrand.
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Marketing Objective
The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i.e. ‘delighting’ the customers, for which customers are offered something beyond their expectations from the service or the product. The objective being to acquire and retain the customers, who should continually feel that they are getting more value of the money, they are departing with.
Marketing is the establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and organisation. Successful Marketing focuses on understanding the needs and desires of the customers and is achieved by placing these needs at the heart of business by integrating them with the organisation strategy, people, technology and business processes. At its most basic, Marketing involves customers, organisations and relationships and the combination creates the need for the management.
Marketing is about creating a competitive advantage by being the best at understanding, communicating, and delivering and developing existing customer relationships in addition to creating and keeping new customers. The concept of the product life cycle is giving way to customer life cycle, focusing on developing products that anticipate the future needs of existing customers and creating services that extend the existing customer relationship beyond the mere transaction. The customer life cycle will focus on lengthening the life span of the customer with the organisation rather than the endurance of a particular product. Customers have changing needs as their life styles alter- the development and provision of products and/or services that continuously seek to satisfy those needs is good Marketing. The Marketing will focus greater attention on how to deliver customer satisfaction and organisation will begin to structure itself around customer segments and not product lines. A good Marketing Strategy will take the business vision and apply it to the customer base.
According to the Dictionary of Marketing Terms, 2nd edition, published by the American Marketing Association, c1995,
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“Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives.”
Once marketing is understood, we can define marketing management process as analyzing marketing opportunities, researching and selecting target markets, designing marketing strategies, planning marketing programs, and organizing, implementing, and controlling the marketing efforts.
In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying offer and a medium/process to exchange the offer.
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Marketing Process
We often talk of marketing & Sales and often use it interchangeably without understanding the difference in it. Marketing is everything we do to get and leverage a client relationship. Marketing process is broad and includes all of the following: -
Discovering what product, service or idea customers want.
Producing a product with the appropriate features and quality.
Pricing the product correctly.
Promoting the product; spreading the word about why customers should buy
it.
Selling and delivering the product into the hands of the customer.
Selling is one activity of the entire marketing process. Selling is the act of persuading or influencing a customer to buy (actually exchange something of value for) a product or service.
Marketing activities support sales efforts.
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Contrasting the Sales Concept with the Marketing
The concepts surrounding both selling and marketing also differ. There is a need for both selling and marketing approaches in different situations. One approach is not always right and the other always wrong - it depends upon the particular situation.
In a marketing approach, more listening to and eventual accommodation of the target market occurs. Two-way communication (sometimes between a salesperson and a customer) is emphasized in marketing so learning can take place and product offerings can be improved.
A salesperson using the sales concept, on the other hand, sometimes has the ability to individualize components of a sale, but the emphasis is ordinarily upon helping the customer determine if they want the product, or a variation on it, that is already being offered by the company. In the sales approach, not much time is spent learning what the customer's ideal product would be because the salesperson has little say in seeing that their company's product is modified. Furthermore, they aren't rewarded for spending time listening to the customer's desires unless they have a product to match their desires that will result in a sale.
The 7Ps for service marketing (Product, price, place, promotion, physical evidence, people & process) are the means to attain, nurture, & retain the customers and not the end.
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Mission & Vision of BSNL
Most of the big companies have a Vision & Mission statement so as to guide their all energy, efforts to realize it. BSNL also has a vision ‘To become the largest Telecom Service provider in South East Asia’. Firstly we need to understand the parameter for being the largest. Is it revenue, ARPU, profit, subscribers, Network (no of exchanges, BTS etc)? From monopoly to multi operator scenario, BSNL’s market share is bound to reduce. But how much down we will let it?
There are lot of similarities between British Telecom & us. One must keep watch on market share in monthly growth and take timely action. To improve our share, we need to acquire more than 50% of new acquisitions while maintaining earlier. This is quite challenging in this dynamic environment. Today landline base is reducing across globe, but why? Europe defines an operator with 25% or more market share as Significant market Power (SMP), while they intend to increase it to 40%. BSNL has been the largest operator and we must strive not only to maintain but enhance it. We need to act fast. Timely action is an essence.
What should be our marketing Vision, will it help us in inspiring to achieve higher. Can it be something such as “To retain the highest market share, build highest brand equity and maximizing the profits?”
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Brand Equity
We may think what is Brand equity? In simple words it is how far people are willing to pay if we increase our prices i.e. premium for our services. We may feel happy to say there is lot of black marketing of our SIM cards. Is it a healthy sign? We reduce prices when competitors launch new schemes. Does it imply poor brand equity? Brand Equity can be built with good equity of quality of services at the affordable price. Continuous innovation in product and delivery of services with the appropriate pricing is the key strategy for developing the trust in customer so that he keeps his loyalty with BSNL. We have to be first mover in our efforts for product and price differentiation. Presently the market is in growth phase and price could be a differentiating factor, but how long? Is any scope left for further cuts? Ultimately it is the quality, customer care, and timely availability apart from price, which will matter. Quality depends on many parameters such as tangibles (like physical facilities, Appearance of personnel, Tools or equipment used to provide service, Physical appearance of service, Other customers in the service facility), Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, and Communications with customer, Understanding etc. Quality definitely commands premium. Why are people willing to pay more for Raymonds or Adidas or Sony when comparable offers exist in market? One may say that customer perception of quality is not built overnight; it may require a brand and brand building investments apart from a quality product. How many brands do we have? Our investments get diluted with more number of brands. Even Airtel merged the Touchtel brand with more popular one. Can’t we have just one brand i.e. BSNL? Have we ever tried to examine our revenue breakup? While majority of the revenue comes from landline (DELs plus PCOs), how many people know of Bfone? CellOne happens to be more popular.
So where should our marketing & sales effort be more? Wholesale, retail or corporate! What means do we need to use to promote our products and in what proportion? Advertising, PR, Franchisees, 24x7 customer care, business development etc. What activities should be taken up by Corporate Office, Circles and SSAs? In advertising there is need to synergize our activities at Corporate, Circle and SSA level. In this regard Corporate office has issued division of work guidelines. There is also a need to have good relation with our advertising agencies and simultaneously their performance need to be monitored for taking quality output from them.
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What is USP (Unique Selling Proposition) for BSNL? A Government company which delivers. A government company which gives service better than private could be a deadly combination, which no competitor can copy.
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Social Responsibility
We were the most trusted telecom brand in year 2003 & 2004. We have been given Golden Peacock award for Best Corporate Social responsibility. How can we leverage these distinctions? These achievements need to be highlighted through public relation exercise like press meet. This will help us in building our marketing image. In sales and distribution front though we have over one-lakh retailers, 1000 franchisees, 3300 CSCs, 36000 exchanges why are we not visible like others? Why can’t we utilize all possible space? Can’t we leverage our franchisee and STD-PCO strengths? Can we make these outlets as our core strength? Why our recharge coupons, India Telephone Cards are in shortage when there is no capacity constraint? Does it imply that our planning for printing, inventory management, logistics, and supply chain and of course franchisee management is inefficient? Do we have targets for these just like DELs & CellOne? Why can’t we leverage this huge network for better customer care and improve collection efficiency? We must realize that with waiver of security deposits, no OYT schemes, no advance rentals, adjustment of landline security for CellOne, we don’t get fixed deposits to meet our funds requirements. Everything has to be met from Operating revenues. We need to improve collections, realize bills early, not on the last day of payment and reduce bad debts. We need to provide 24X7 culture in our organization, though we have been providing operation and maintenance on 24X7 basis in the past and we will continue to provide in future too, but what about provisioning customer care and marketing on 24X7 basis?
46
Business Development
Business development units have been given the task to develop and nurture long-term relations with corporate houses. Many MoUs have been signed. Bulk bills are being issued. One-point payments are being realized for multiple service locations. Key Account Manager concept has been introduced. All this requires change of mindset in addition to the skills of marketing & sales. Do we have skilled manpower? Is our organization setup apt for better results? The staff expense to revenue ratio could be a good indicator.
No doubt our revenues are up. Profit has increased. But consider the marketing budget we have in comparison to others. Even with this little budget many circles are unable to utilize it. We need to probe ourselves. Corporate office has permitted delegation of upto 70% of Circle budget to SSAs. Does it mean that our budget planning is wrong? How should we allocate marketing budget and which parameter to weigh?
•Per DEL/Mobile
•Acquisition cost
•Life time value
•Competitor spend
•Growth targets
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Life Time Value
You can’t give people pride, but you can provide the kind of understanding that makes people look to their inner strength and find their own sense of pride.
- Charleszetta Waddles.
Let us understand what is the lifetime value of our customers? Paying commission of Rs 100-200 to franchisee is not a cost considering the future flow of revenue from the customer. How many of our decisions are based on scientific analysis of the precious customer data we already have such as calling pattern, payment habits, usage profile etc? How many surveys we do, how much customer research we carry out? Net growth in mobile is high but what about churn? Can’t we analyze & reduce it? Acquisition cost is usually said to be 5-8 times the retention cost.
It is high time we learn fast, groom ourselves, improve our mindset and act fast. Business perspective is equally important as excellence in Telecom operations, maintenance, and installations & planning. Our core competence should be telecom business acumen and not just traditional expertise developed over the years.
It is usually much easier to sell additional things to existing customers than to add new customer. Let us try to upgrade each customer by RS 20 – RS 50 by offering them more add on relevant services.
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CUSTOMER SERVICE
49
Telecommunications Statistics in India
India is having one of the fastest growing telecom networks in the world with its
high population and development potential. Reliance, Bharti Telecom, Tata
Indicom, Hutch(vodafone), MTNL, and BPL are other major operators in India.
However, rural India still lacks strong infrastructure. India's public sector
telecom company BSNL is the 7th largest telecom company in world.
Telephony introduced in India in1882. Today the total number of telephones in
the country crossed the 100 million mark in April 2005 and the total numbers of
telephone subscribers have reached 218.05 million at the end of May 2007 as
compared to 211.76 million in April 2007. The overall tele-density has
increased to 19.26 in May 2007 as compared to 18.74 in April 2007. In the
wireless segment, 6.57 million subscribers have been added in May 2007 while
6.11 million subscribers were added in April 2007. The total wireless (GSM,
CDMA & WLL (F)) subscribers’ base is 177.79 million now. The wire line
segment subscriber base stood at 40.26 million with a decline of 0.28 million in
May 2007.
Telephone Statistics
Telephony Subscribers (Wireless and Landline): 290.11 million (Feb 2008)
Land Lines: 39.18 million
Cell phones: 250.93 million (Feb 2008)
Yearly Cell phone Addition: 72 million (2007)
Monthly Cell phone Addition: 8.49 million (Feb 2008)
Teledensity: 25.31% (Feb 2008)
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Projected Teledensity: 500 million, 40% of population by 2010.
Telephone System: The telecommunications system in India is the 4th largest
in the world. The country is divided into multiple zones, called circles (roughly
along state boundaries). Government and several private operators run local
and long distance telephone services. It was thrown open to private operators
in the 1990s. Competition has caused prices to drop and calls across India are
one of the cheapest in the world. The rates are supposed to go down further
with new measures to be taken by the Information Ministry.
Landlines: In India landline service is firstly run by BSNL/MTNL and after there
are several other private players too, such as Reliance Infocomm, Tata
Teleservices and Touchtel. Landlines are facing stiff competition from mobile
telephones. The competition has forced the landline services to become more
efficient. The landline network quality has improved and landline connections
are now usually available on demand, even in high density urban areas.
Mobile Cellular: The mobile service has start growth since 2000. The number
of mobile phone connections has crossed fixed-line connections in Sept 2004.
Currently there are an estimated 159.12 million mobile phone users in India
compared to 40.43 million fixed line subscribers. India primarily follows the
GSM mobile system, in the 900 MHz band. Recent operators also operate in
the 1800 MHz band. The dominant players are Airtel, Reliance Infocomm,
Hutch, Idea cellular and BSNL/MTNL. There are many smaller players, with
operations in only a few states. International roaming agreements exist
between most operators and many foreign carriers.
Dialing System: On landlines system, intra circle calls are considered local
calls while inter circle are considered long distance calls. Government is now
working to integrate the whole country in one telecom circle. For long distance
calls, you dial the area code prefixed with a zero (e.g. for Delhi, you would dial
011-XXXX XXXX). For international calls, you would dial "00" or “+” and the
country code+area code+number. The country code for India is 91.llll
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Call Rates Cutting Blows: The rates of Communication in India were one of
the highest in the world, till a few years back. The rates could not be justified by
the fact that rupee is cheaper. In fact the Indian sub continent had shown a
calm tolerance towards the high rate in even in telecom. The rates were also
justified as the government has to feel the high cost involved in the one-time
developments like satellite and telephone tower related charges. But now
owing to better technologies the telecom rates in India are on the verge of
becoming cheaper. The time may not be far when India will have the cheapest
communication. One of the enabling technologies behind this is the brain child
of an able Indian engineer Sandipan Bhattacharjee. He co-worked with a
famous MNC to redefine the way telephones interact. A, computer engineer by
profession, he extended wave-overlap theory to reach this goal. The
technology is now patented and details are not available. It is heard that he has
dedicated his work to "Someone who is Unknown & Unforgettable". There is a
conversion process underway to make all numbers in India 10 digits long.
Internet Users: Number of Internet users in India is the 4th largest in the world.
Internet population is expected to grow to 100 million users by 2007
Though the number of internet is high, the penetration level is still lower than
most countries across the globe.
Broadband Subscribers: Broadband in India is defined as 256kbit/s and
above by the government regulator. Total subscribers were 3.47 million (Feb
2008) Source: TRAI
Internet Service Providers (ISPs) & Hosts: 86,571 (2004) Source: CIA World
Fact Book
Country code (Top-level domain): IN
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Broadcasting Statistics in India
Radios: 116 million (1997)
Radio broadcast stations: 153- AM (Amplitude Modulation), 91- FM (Frequency
Modulation), 68 (1998) - Shortwave
Televisions: 110 million (2006)
In India, only the government owned Doordarshan (Door = Distant = Tele,
Darshan == Vision) is allowed to broadcast terrestrial television signals. It
initially had one major National channel (also known as DD1) and a Metro
channel in some of the larger cities (also known as DD2). Satellite/Cable
television took off during the first Gulf War with CNN. There are no regulations
against ownership of satellite dish antennas, or operation of cable television
systems, which led to an explosion of viewer ship and channels, led by the Star
TV group and Zee TV.
Initially restricted to music and entertainment channels, viewer ship grew,
giving rise to several channels in regional languages and many in the national
language, Hindi. The main news channels available were CNN and BBC World.
In the late 1990s, many current affairs and news channels sprouted, becoming
immensely popular because of the alternative viewpoint they offered compared
to Doordarshan. Some of the notable ones are Aaj Tak that means Till Today,
owned by the India Today group and Star News, initially run by the NDTV
group and their charismatic lead anchor, Prannoy Roy (NDTV now has its own
channels, NDTV 24x7, NDTV Profit and NDTV India). Also Sahara (like Sahara
Rastriya & some regional channel), India TV & IBN 7(the TV 18 group) are
some most popular channel.
Television terrestrial broadcast stations: 562 (of which 82 stations have 1 kW or
greater power and 480 stations have less than 1 kW of power) (1997).
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Services of Bharat Sanchar Nigam Limited
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.
Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow.
Here is an overview of the World Class services offered by the BSNL:-
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RESEARCH DESIGN
1 Aim of study
the study ofaims to understand the major factors influcings the buyings
behavirous and analysis the prospectivecustomer for the BSNL
2 PURPOSE OF THE STUDY
the study is being made for he training for mathura
3. PLACE OF STUDY
mathura
4 DATA COLLECTION
1 the data which have chosen for this report was primary data and
secondary data
2 for the collection of data I have targeted the mathura for sectors and
due to heavy purchase of the BSNL
3. the study takes place from 1st july to 20th ug
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the report is going to be prepared in case of description and diagonis
reserch studies, where description research studies are those b studies
which are concered with describe the characterstics of the particulars individual
of a group , where the diagonis reserch studies determine the frequency with
which somethings occurs or its association with somethings else
SOURCES OF DATA
1 . primary data
2. secondary data
the both primary and secondary data sources havebeen used for data
collection
primary data- the major sources of data was "primary sources"
primary data was collection from
1 depth interview
2 survey - questionaire
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the major function sources of data was from the primary data. the primary
data was collected from a sample of the 80 customers in the age of 21- 41
years by circulating the respondents
secondary data - secondary data was collected from different journal and
reports of BSNL
The study aims to understand the major factors influcings the buying
behavious and analysis of the prospective's for BSNL products. this study will
given insights to the markets that would help the market to the consumer
segment and the increase the buying pattern And generate satisfaction of the
target group .
this helps the marketing people of to arrive at meaning ways to promote the
BSNL
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OBJECTIVE
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TO study the buying pattern of the people towards consumers goods
to determine the major factors influencing the buying decision process
of the target group
to set out the some basic marketing impliments for the marketers to
cater to difficult needs
to have some insight on the relationship between stimuli and youth
responce
to serve as guidelines for futher research in this area
to find out the consumer perception regarding BSNL
to find out the market share of the BSNL
to find out the consumer analysis towards BSNL
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INFORMATION
1 what is the profile of customers in intel with respect to product and
services they purchases and the placethey visit.
2 which placevisit by the purchase by the intel processors
3 on what the products and services do they spend most
4 how much do they spend
5 how do they spend
6 what is the basic factors influcing their decision process
data is collected from theboth primary sources i.e questionaire and also
secondary sourses
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primary data
hr primary data sources of the data collection is through the questionaires . the
questionaires aredistributed among the 30 peoples and the views is recorded
analysis the data of the primary data
SECONDARY DATA
the secondary data sources included online sites news papers and
templates from BSNL;distributors centers
features of the BSNL forced people to use the SERVICES
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40% advertisments 20% connectivity
10% schemes 30% goodwills
peoples first choice of CELLULR when they want to use BSNL
50% IDEA 8% hcl 10% AIRTEL
10% VODAFONE 20% apple 2% others
celebrity liked by people very much in BSNL
indian 40% foreign 30% both 10% others 10%
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FINDINGS
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1 when I interviewed people than many people of the people can not
BSNL advertisment . its shown LAKES OF PROMOTION ACTIVITY
2. there is lake os the sales promotional activities
3. MTNL is main competetor and strategically better performance then
BSNL
4. I find the main thing is that " BSNL 3G " brand name has very good
image in customers mind and consider it aspure &good
5. people who have interested by BSNL 3G is not ready to purchase the
same again because of improper avaibility
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RECOMMANDATION
BY THE VIRTUE its advertisments and strategy of BSNL is successful.
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in grabing the higest market share in the india but there are still
some recommendation from the study point of view BSNL needs to the
makes its provide of networks service more stronger than other service
providers ti the dominate the market in futher too.
BSNL 3G should introduce cheaper rate of processors than the other because
its competotors
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CONCLUSION
the conclusion of my study is that the BSNL 3G are advertisment has a
major
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Impact its users. people like its schemes very much .BSNL3G had
created the
very good image on the customers mind in the new users of the particulars
will have adopted the new technology and the adopted the new strategy
of the buying the the BSNL 3G
BSNL3G SERVICES very successful in the capturing the highest market
of the adopting the indian celebrity of the advertisment
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LIMITATION
limited time available for the interviewing the respondents . as a result of
this time it was not possible
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to gather full information about the respondence
when i interested childrens and teennagers, somethings to they use to the
proccessors
give answer under the influence of their parents or elders
as summer training is going under summer season so somethings
people are less interested in filling up questionnairs
non-corporative approach and rude behaviours of the respondence
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Name .AJAY KUMAR
Mob .no 9412336490 Location MATHURA
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1. From which this SERVICES IS USED
(a) BSNL (b) AIRTEL
(c)VODAFONE
(
3. What is your job hierarchy?
(a) Sr. Level Official (b)Middle Level Official
(c)Junior Level Official (d) Trainee
(e)Others
4. Are you aware about and concept of cost control?
(a)Excellent Knowledge (b) Average Knowledge
(c)No Knowledge
5. In your opinion, at the hierarchy level who must take initiative
for controlling the cost?
(a) Sr. Level Official (b) Middle Level Official
(c) Junior Level Official (d) Operational Level official
(e) Others
7. Are you aware about any cost control measure / technique?73
(a)Yes (b) No
8. Have you ever been a part of any cost control measure taken by
the intel corporation
(a)Yes (b) No
9. Was the taken cost control measure a successful?
(a) Yes (b) No
10. Was your part appreciated by your senior official for the
same?
(a)Yes (b) No
11. Were you rewarded by your senior on the successful
completion of cost control measure on account of your part on
his?
(a)Yes (b) No
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BIBLIOGRAPHY
WWW.GOOGLE.COM
WWW.GOOGLE.CO.IN
WWW.BSNL.COM
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WWW.BSNL.CO.IN
BOOKS
MAGAZINES
TIMES OF INDIA
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