CUSTOMER DELIGHT MONTH

FROM MAY DAY ONWARDS

JOINT ACTION COMMITTEE PRESENTS

Joint Action Committee of BSNL Associations/Unions is very much concerned about the deteriorating financial condition of BSNL

JAC at CHQ level decided to observe

“Employees Awareness week”&

“Customer Delight Month”

EMPLOYEES AWARENESS WEEK

JAC, Kerala Circle decided to observe this from 25th April to 30th April 2011 in Kerala Circle

Action programmes will be formulated in the meetings at Divisional level to achieve the objectives

Objectives – Increase the quality of service as well as customer satisfaction and message to the public BSNL employees care for their customers

“CUSTOMER DELIGHT MONTH”

STARTING FROM

“MAY DAY” OF 2011

THE TARGETS TO BE ACHEIVED

Zero land line, OFC  faults : All faults to be cleared on the same day

Zero Broad Band faults : Cable faults to be cleared within 48 hours

Zero Leased line faults Zero BTS faults

CONTINUED…..Zero pending work orders of New

Connections / Broad Band / shifting Redressal of customer grievances

in respect of quality of service, billing, stopping migration of customers

Visiting subscriber premises. Make the customers to learn using GPRS, through demonstration. This will enable the customers to avail value added services

CONTINUED…..Proper upkeep of the batteries

and power plant

Identifying / disposing of scrap materials

Effective utilization of the space which had been occupied by scrap materials

CONTINUED…..Maintaining punctuality - attending

office on time Manning of the Customer Service

Centres from 8 am to 8 pm and on second Saturdays & Sundays

Giving proper publicity by issuing pamphlets to the public, displaying posters /flex boards and publicity through media. This is to give a message to the public that BSNL employees care for their customers

CONTINUED…..Each employee should bring at

least 2 new customers (land line, Broad Band / Mobile etc.) during this month

To take all measures to save electricity

CONSTRAINTS ARE THEREFor Land line-Non availability of

stores such as Drop wire, phone etcRepairing of FWT, Clip Phone For OFC Faults - SSA wise

Maintenance team to be formedFor Broad band- Shortage of Type-I

modem, u/g cable for NPCs etc. As per USO agreement amended, 32 more free modems to be given to USOF Xges (1121X32=35972modems)

CONTINUED…..

For Zero Pending work orders- Legally valid Labour assistance to be arranged. Pathanamthitta SSA Model may be explored.

Immediate action plan required from Circle Admn / SSA Admn

Required fund allocation for Mtce / Development work

ZERO BTS FAULTS

BTS Faults are mainly due to media fault – OF Cable Mtce team to be formed. When ever OF cable break occurs the duration for restoration is more

Due to lightning breakdown of Txmn eqpts is a common phenomenon. Because of this Xges and BTSs in this area are largely affected

RF Surge arrestors are not provided in Huawei BTSs. Immediate action is required in this. Vendor may be asked to provide RF arrestors immediately

CONTINUED…..

Scrapping of materials- All obsolete and

unserviceable Materials stocked at XGE Premises and office building may be scrapped

All rented buildings to be vacated. For this area obtained by scrapping unserviceable materials and vacant quarters may be utilized

CUSTOMER COMPLAINTS- We were late in realising the fact that

the customer is the KING. We don't want to classify people as per A/B/C/D or executives/non-executives or based on educational qualifications. Responsibility is with all from top to bottom

We need to empower the people whoever be it working at the customer care with full fledged information & financial powers to settle the complaint right across the counter

CONTINUED…..

All Customer Service Centers should be manned from 8 am to 8pm including Saturdays / Sundays / telegraph holidays

All CSR positions should be made all service positions

Proper advts. inside and outside CSRs for our products and services etc

WE EXPECTThe programme planned by JAC will

certainly help to improve the services.

We stand for a better service to the people, also for strong BSNL which will be in the interest of workers and the nation itself

We know that every thing can not be set right within one month

Sustained efforts are necessary

JAC extends sincere thanks to the Circle Administration for giving us this opportunity

Same kind of co-operation expecting from all SSA Administration for the successful implementation of JAC programmes

Thanks

Joint Action

Committee

Kerala Circle