Aman Project

EXECUTIVE SUMMARY
The Telecom industry is one of the leading and fastest growing in the world as
communication plays a vital role in the world and especially in India. It acts as a major
catalyst for the economic growth.
The study is titled “An Organizational Study and A Study on Customer Satisfaction at
BSNL”. This research study is useful for BSNL to understand the expectations and
requirements of Customers and can serve them in a better way.
This research study is divided in two parts-
1. An Organizational study
2. A research study on Customer Satisfaction
BSNL has good brand awareness among the people. This could be attributed to its long
history in the market and continued support from the Government. In today’s competitive
world, BSNL has to provide excellent services to attain a major market share and keep their
Customers satisfied in all aspects.
This research was conducted from Jan 2010- Mar 2010. The research study starts with Data
Collection i.e. Research from the first hand data sources (primary data) to study the present
status of the telecom outlets. The collection of primary data through a structured
questionnaire is initiated. The dissertation will be carried out in two phases.
Data Collections. [From Organization]
Data Analysis and Interpretation.
The first phase is the data collection phase. This phase is of 4 weeks duration. The general
information on the telecom outlets service providers will be collected through a survey of
sample customer in the KATIHAR. The secondary data will be collected from the corporate
web sites of BSNL and the various related publications.
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DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

The second phase of the research study spreads across approximately 5 to 6 weeks, which
will be utilized to analyze the findings of the survey through various research methods. The
outcome of the research study would provide us with an insight into the overview of overall
customer satisfaction levels in BSNL.
The Endeavor of the project was mainly taken over for 10 weeks, under which the areas
covered start from the introduction to the suggestion and conclusion about the topic.
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1. INDUSTRY PROFILE
INTRODUCTION
As BSNL, India Communications Corporation Limited) is a public sector tele
communication Bharat Sanchar Nigam Limited (known company in India. Bharat 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. Within a span of five years it has become one of the largest public sector units
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 wining customer's confidence. Today, it has about 47.3 million line basic telephone
capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed
exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of
Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. It is
India's largest telecommunication company with 24% market share as on March 31, 2009. Its
headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New
Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector companies in
India. BSNL is India's oldest and largest Communication Service Provider (CSP). Currently
has a customer base of 73 million as of June 2008. It has footprints throughout India except
for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.
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To look for details and to collect data for my project I worked in B.S.N.L Office to gather full
information about the system and working of whole region and found out the facts about
various processes adopted by BSNL to pay its advisors and the time period taken for this
study are 2 months.
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2. COMPANY PROFILE
2.1 Background & inception of the company
Company Name : Bharat Sanchar Nigam Ltd.
Headquarters : Bharat Sanchar Bhawan, Harish Chandra Mathur
Lane, Janpath, New Delhi
Head office in Katihar : KATIHAR
Branch offices in Katihar: KATIHAR
Chairman & Managing Director: Kuldeep Goyal
Status:
Status: Mini Ratan (a
( status assigned to reputed public sector
companies in India.)
Founded: 19th century, incorporated 2000
2.2 Nature of business carried
BSNL will offer a complete range of telecom services, covering mobile and fixed line
telephony including broadband, national and international long distances services, data
services and a wide range of value added services and applications that will enhance
productivity of enterprises and individuals. BSNL, the first of WLL initiatives was launched
on December 28, 2002.
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This marks the beginning of BSNL’s dream of ushering in a digital revolution in India by
becoming a major catalyst in improving quality of life and changing the face of India. It aims
to achieve this by putting the power of information and communication in the hands of the
people of India at affordable costs.
BSNL WLL will extend its efforts beyond the traditional value chain to develop and deploy
telecom solutions for India’s farmers, businesses, hospitals, government and public sector
organizations
2.3 Vision, Mission & Objectives
2.3.1 VISION
To become the largest telecom Service Provider in Asia.
2.3.2 MISSION
i. To provide world class State-of-art technology telecom services to its customers on demand
at competitive prices.
ii. To Provide world class telecom infrastructure in its area of operation and to contribute to
the growth of the country's economy.
2.3.3 OBJECTIVES
 To be the Lead Telecom Services Provider.
 To provide quality and reliable fixed telecom service to our customer and there by
increase customer's confidence.
 To provide mobile telephone service of high quality and become no. 1 GSM operator
in its area of operation.
 To provide point of interconnection to other service provider as per their requirement
promptly.
 To facilitate R & D activity in the country
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2.4 Services Profile
THE BSNL SERVICES
 BSNL LANDLINE PHONE PLUS SERVICE
 NEW TELEPHONE CONNECTION
 PERMANENT CONNECTION
 CONCESSION IN RENTALS
 SHIFT OF TELEPHONE
 TRANSFER OF TELEPHONE
 TELEPHONE TARIFF
 BSNL MOBILE
 POSTPAID
 PREPAID
 UNIFIED MESSAGING
 GPRS/WAP/MMS
 DEMOs
 TARIFF
 SMS & BULK SMS
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 BSNL WLL
 INTERNET SERVICES
 NETWORK
 BROADBAND
 TYPES OF ACCESS
 WI-FI
 CO-LOCATION SERVICE
 BSNL WEB HOSTING
 INTERNET TARIFF
 DIAL UP INTERNET
 SMS& BULK SMS
 BSNL BROADBAND
 REGISTER ONLINE
 TARIFF
 FAQ
 CHECK USAGE
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 BSNL MPLS-VPN
 ISDN
 ISDN
 TARIFF
 LEASED LINE
 TARIFF
 INTELLIGENT NETWORK
 FREE PHONE SERVICE
 PREMIUM RATE SERVICE
 INDIA TELEPHONE CARD
 VIRTUAL PRIVATE NETWORK (VPN)
 VOICE VPN
 UNIVERSAL NUMBER
 UNIVERSAL PERSONAL NUMBER
 TELE VOTING
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 VIDEO CONFERENCING
 OVERVIEW
 TARIFF
 FAQ
 AUDIO CONFERENCING
 OVERVIEW
 TARIFF
 FAQ
 I NET
 OVERVIEW
 SERVICES ON I NET
 USING ON I NET
 I NET CONNECTIONS
 TARIFF
 TELEX/ TELEGRAPH
 TELEX/ TELEGRAPH
 TARIFF
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CUSTOMER SERVICE
Several Steps have been taken at BSNL to augment the quality of customer care to
international standards
 Access round the clock help at following toll free numbers
 Data one Broadband '1600-424-1600'

 PSTN Call Centre '1500' (in select states)
 Sancharnet Help Desk '1957'
 Cell One all India Help '9400024365'
 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.
 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.
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
Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL)
system for improving reliability of external plant.
 Establishing call centers across the nation to provide single window

solutions and convenience to customers.
 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 non-payment

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).
2.5 Area of operation : All over India
2.6 Ownership pattern : The entire share capital of the Company is held by the Govt.
of India.
2.6.1 Shareholding Pattern
Government of India is holding 100% of the share capital of the Company.

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2.6.2 Share Capital
Authorized Capital – Rs.17, 500 crores, divided into 1, 000, 00, 00,000[One
Thousand Crores] Equity Shares of Rs.10/- each; and 750, 00, 00,000 [Seven Hundred and
Fifty Crores] Preference Shares of Rs.10/- each.
Paid Up Share Capital - Rs. 5,000/- crores of Equity Shares and Rs. 7,500/- crores of
Preference Share Capital.
2.7 Competitors Information :

Some of the Competitors of BSNL in telecommunication service in India are
 Airtel
 Vodafone
 MTNL
 Idea
 Reliance
 Tata Docomo
 Aircel
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2.8 Achievements / Awards
BSNL India’s largest telecom service provider, has broken all the past records by providing
10 lakhs cellular connections in December alone, there by adding an unprecedented
number of customers to its cellular subscriber base. BSNL has achieved the landmark of
providing more than 14 million mobile cellular connections all over the country
In the East Zone, BSNL provided 2.68 lakh connections during December 2009.Of these over
1 lakh connections have been provided in the state of West Bengal and 62,000 in the state of
Bihar. In the North Eastern states, BSNL has a market share of about 70%.
BSNL is the only telecom service provider who provided uninterrupted service during
flood in 2008
2.9 Work Flow Model
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Overall management of the Company is vested with the Board of Directors of the Company.
The Board of Directors is the highest decision making body within the Company.
As per the provisions of the Companies Act, 1956 certain matters require the approval of the
shareholders of the Company in General Meeting.
The Board of Directors is accountable to the shareholders of the Company, which is the
ultimate authority of a Company.
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Bharat Sanchar Nigam Limited being a Public Sector Enterprise (PSE), the Board of
Directors of the Company is also accountable to Government of India. The day-to-day
management of the Company is entrusted with the Chairman cum Managing Director and the
Functional Directors and Executives of the Company. For this purpose, the Board of
Directors has delegated powers to the Chairman and Managing Director, Functional
Directors, and the Executives of the Company through Delegation of Financial and
Administrative Powers. The Board of Directors has also delegated few of its specific powers
to a committee, known as Management Committee comprising of CMD and Functional
Directors. Functional Directors and executives exercise their decision-making powers as per
this delegation of powers.
The Chairman cum Managing Director, Functional Directors and other Executives are
accountable to Board of Directors for proper discharge of their duties & responsibilities. The
powers, which are not delegated, are exercised by the Board of Directors subject to the
restrictions and provisions of the Companies Act, 1956 and the Articles of Association of the
Company.
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2.10 Organization Chart
2.11 Future Growth and Prospects

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The global wireless industry is constantly looking to the future, working to develop the
next generation of wireless technology. As developing a new radio interface can take up to
ten years it is obvious that, even as 3G reaches maturity and alternative solutions such as
WiMAX become more widely deployed, work is already ongoing to create the next
generation. Although there is still much detailed R&D still to be carried out, the overall
picture of what will come beyond 3G in the 2010/2012 timeframe is already clearly outlined.
Within the next few years mobile networks will move away from having a core network
accessed through a single air interface. Instead mobile networks will have multiple wireless
accesses connected via a unified multimedia IP network. The access networks connected to
the common core will include 3G, WLAN, WiMAX, GSM/GPRS/EDGE, as well as fixed
networks such as ISDN and DSL. This flexible approach will enable operators to use
combinations of different access technologies to deliver a service mix which will be unique
for each customer. And all this without burdening the user with any details of the
technologies involved – intelligence in the network and devices will hide these complexities
from the consumer. Already operators are planning to use a mix of cellular and WiMAX
technologies to deliver services and this trend will accelerate as the wireless world moves
towards its future /vision.
BSNL is planning to increase its customer base to 108 million customers by 2010.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
growth has slow down.bsnl is pioneer of rural telephony in india.bsnl has recently
bagged 80% of us $ 580 million rural telephony project of government of India.
Telecom Growth
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The country’s second largest telecom operator, the state-owned BSNL during March
registered the highest growth in its monthly subscriber additions in the past two years.
Breaking its consistently moderate growth of over 3% each month, the state-run telecom
recorded a GSM subscriber growth rate of 5.67% during the month of March. In another
boost to its telecom growth, BSNL also saw a growth in its wire line segment, which had
been registering a decline for successive quarters.
BSNL’s subscriber growth had been suffering due to lack of capacity expansion, which was
choking its growth figures. BSNL added 2.5 million mobile users in March to its subscriber
base, taking its total subscriber base to over 46 million. Its market share too increased
marginally to over 16% from the almost flat 15% that it had been recording in the past
months.
Graph given below indicates the exponential growth of Telecommunication infrastructure in

India. As of now total telephones (Basic + Mobile) of all operators put together has crossed
15 Crores. In the month of August-2006 there was addition of 58 lakhs of new Mobile
subscriber. Such is a growth of Telecommunication in India, even now surpassing to the
growth in China.
In such a volatile scenario, knowing about the performance of a company becomes very
important. Financial performance is a bed rock for overall performance and future growth of
any company. Keeping this view in mind I have tried to put some relevant facts through this
article.
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Table: Showing the growth of Telephone Connections
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3. MCKINSEY’S 7S FRAMEWORK
Background of the module
The 7-S Framework of McKinsey is a management model that describes 7 factors to organize a
company in a holistic and effective way. Together these factors determine the way in which a
corporation operates. Managers should take into account all these factors, to be sure of successful
implementation of a strategy whether large or small.
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Origin of the 7-s frame work
The 7-S Framework was first mentioned in "The Art Of Japanese Management" by Richard Pascale
and Anthony Athos in 1981. They had been investigating how Japanese industry had been so
successful. At around the same time that Tom Peters and Robert Waterman were exploring what
made a company excellent. The Seven S model was born at a meeting of these four authors in 1978.
It appeared also in "In Search of Excellence" by Peters and Waterman, and was taken up as a basic
switch by the global management consultancy company McKinsey. Since then it is known as their 7-
S model.
Meaning of the 7 s
The 3Ss across the top of the model are described as 'Hard Ss’.
 Strategy: The direction and plans for the allocation of a firm scarce resource, to reach
identified goals of the company over the long term.
 Structure: The basic organization of the company, its departments, reporting lines,
centralized, functional divisions (top-down); decentralized communication, a matrix, a
network, the areas of expertise, and responsibility (and how they inter-relate).
 Systems: Formal and informal procedures that govern everyday activity, covering
everything from management information systems, processes and routines that characterize
how the work should be done: financial systems; recruiting, promotion and performance
appraisal systems; information systems.
The 4Ss across the bottom of the model are less tangible, more cultural in nature, and were termed
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'Soft Ss' by McKinsey:
 Skills: The Distinctive capabilities of personnel or of the organization as a whole. Compare:

Core Competences.
 Shared values: (Also called super ordinate Goals). The interconnecting center of
McKinsey's model is: Shared Values. What does the organization stands for and what it
believes in. The values and central belief of the company. Ultimately they guide employees
towards 'valued' behavior.
 Staff: The Company’s people resources and how they are developed, trained, and motivated.
 Style: The leadership approach of top management and the company's overall operating
approach.
Cultural style of the organization and how key managers behave in achieving the organization's
goals. In combination they provide another effective framework for analyzing the organization and
its activities.
In a marketing-led company they can be used to explore the extent to which the company is
working coherently towards a distinctive and motivating place in the mind of consumer.
Strengths of the 7-S Model.

 Diagnostic switch for understanding organizations that is ineffective.
 Guides organizational change.
 Combines rational and hard elements with emotional and soft elements.
 Managers must act on all Ss in parallel and all Ss are interrelated.
3.1 STRUCTURE
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ORGANIZATION is a formalized intentional structure of roles or positions. The roles that are
asked to fill should be intentionally designed to ensure that required activities are done and that
activities fit together so that people can work smoothly, effectively, and efficiently in group.
ORGANIZATION CHART is a diagrammatic representation of the frame work or the structure of

an organization. It involves the identification of activities & responsibilities that the person
possesses in that organization. An organization chart indicates the functions & their inter
relationships with each other. Appropriate internal communication links between various activities
are also identified in this chart.
ORGANIZATION CHART
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3.2 STRATEGY
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Excellent organization knows and intimately understands their customers. They understand that
customers are the final arbiters of the product and service quality. They also understand that
customer loyalty retention and market share gain is maximized through clear focus on the needs and
exceptions where appropriate they segment their customers to improve the effectiveness of their
response. They monitor competitor activity and understand their competitive advantages.
They effectively anticipate what customer’s future needs and expectations will be and act now in
order to meet and where possible exceed them; they monitor and review the experience and
perception of their customers and where things go wrong they respond quickly and effectively.
They build and maintain excellent relationships with all their customers.
BSNL Brands
In year, 2008, BSNL changed the name of all its existing services to streamline its Brand portfolio
SERVICE TYPE OLD NAME NEW NAME
Landline [Wired] phones Bfone BSNL Landline
CDMA Wireless Tarang BSNL WLL

landlines/mobiles
GSM Postpaid Mobiles Cell One BSNL mobile Postpaid
GSM Prepaid Mobiles Excel BSNL mobile Prepaid
Dial –Up Internet Sancharnet BSNL internet
Broadband Internet Dataone BSNL Broadband
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
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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.
For Ex- BSNL always introduces new scheme to retain & make new customer. During the month of
January they launch “Friend & Family” to make more & more customer.
Brand associations
Brand association can be anything that connects the customer to the brand. It can include user
imagery, product attributes, use situations, Organizational associations, brand personality and
symbols. Much of brand management involves determining what associations to develop and then
creating programs that will link the associations to the brand.
For Ex - BSNL is collaborating with retail outlets, franchisor to increase their sale.
Merging with NOKIA cell phone.
3.3 SYSTEM
Overall management of the Company is vested with the Board of Directors of the Company. The
Board of Directors is the highest decision making body within the Company. As per the provisions
of the Companies Act, 1956 certain matters require the approval of the shareholders of the Company
in General Meeting. The Board of Directors is accountable to the shareholders of the Company,
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which is the ultimate authority of a Company. Bharat Sanchar Nigam Limited being a Public Sector
enterprise (PSE), the Board of Directors of the Company is also accountable to Government of
India.
The day-to-day management of the Company is entrusted with the Chairman cum Managing
Director and the Functional Directors and Executives of the Company. For this purpose, the Board
of Directors has delegated powers to the Chairman and Managing Director, Functional Directors,
and the Executives of the Company through Delegation of Financial and Administrative Powers.
Board of Directors has also delegated few of its specific powers to a committee, known as
Management Committee comprising of CMD and Functional Directors. Functional Directors and
executives exercise their decision-making powers as per this delegation of powers. The Chairman
cum Managing Director, Functional Directors and other Executives are accountable to Board of
Directors for proper discharge of their duties & responsibilities. The powers, which are not delegated
are 16 exercised by the Board of Directors subject to the restrictions and provisions of the
Companies Act, 1956 and the Articles of Association of the Company.
3.4 SKILLS
Learning is a continuous process one has to update himself in the present competitive scenario.
Training is one of the methods of learning to enhance the knowledge and improve the competencies
of an individual. Training refers to the acquisition of knowledge, skill and competencies.
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Executive and employees are recruited on need basis. Fresh graduates for the post of engineers,
accounts officer, personnel officer, will be recruited through Examination (JTO, JAO, and AO) and
will be trained in Centre for Training and Development or on the job.
The important skills required are: -
 Good technical skills to operate the machines and engineering work.

 Good interpersonal skills to co-ordinate and interface with the head of the department and
peers.
 Excellent communication and organization skills.
 Good computer and writing skills when required.
 Ability to understand the nature of the job so that he can efficiently perform.
 Ability to cop up with the working environment in the organization, job and achieving the
objectives and goals.
 Ability to analyze the sudden changes which take place in the work place.
 Other skills like leadership, supervision and strong technical skills.
3.5 STYLE
 In this company they follow both authoritarian and participative style. If any important and
strategic decisions have to be taken, authoritarian style is followed. The strategic decision
involves selection of suppliers and customers, accepting the customer orders, financing etc.
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 If any technical decisions in the work place are to be taken then the participative style is
followed, this decision involves change in production schedule, purchasing of raw material,
change of tools etc.
Top down communication
 General manager address all executives at least twice a year to share units vision, mission,
values, policies and strategies, business scenario and market condition, unit’s performance
and companies over all perceptive. General Manager’s meet all divisional heads working
with them every day and departmental heads meet their executives at least once in a month to
share and discuss common issues concerned. Similarly section head meets formally all
employees at least one in a month.
Bottom up communication
 General Manager (personnel) conducts meeting with non technical units, where in specific
agenda are discussed such as matters relating to quality productivity safety work
environment etc
3.6 STAFF
More than 150 staffs are working in BSNL Katihar. Some of them are-
Managing Director
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The responsibility of the managing director is to
 Control the overall operations and results of the company.

 Determining the quality objectives and monitoring the same.
 Directing the team and leading to achieve its objectives.
 Overall review of the organization of a timely basis.
Assistant General Manager
The responsibility of the assistant general manager is to
 Control and monitor the operations of all the departments in the organization
 Planning the activities of all the departments
 Coordinating the activities of all departments for the smooth running of the organization
Deputy Manager Marketing
 Preparation of tender.
 Meeting customers and identifying their needs.
Market research, competitors study, advertisement of the projects
Human resource manager
The responsibility of the human resource manager is to
 Plan the man power required for the efficient working of the organization and recruit and
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select the prospective employees
 Control the activities of the employees
 Evaluate the performance of the employees and do the appraisal
 Plan the training and development of the employees
Finance manager
The responsibility of the finance manager is to
 Maintaining the accounts of the organization.

 Budgeting and maintaining the costs.
 Maintaining the treasury bills and operations.
 Auditing the accounts periodically.
 Have internal control over the accounts.
Chairman Kuldeep Goyal
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General manager Dasarath Pandit
Deputy General manager Kamleshwar Prasad
Divisional Engineer Uday Kant Mishra
Sub- Divisional Engineer Raman Singh
Junior Telecom Officer Raj Kumar Bhagat
OCB Praveen Jaiswal
3.7 SHARED VALUE
Shared values define organizational behavior and what the organization strives to achieve. Shared
values shape planning for the future, determine reaction to current events, and guide at moments of
decision. The shared value of and organization refers customer satisfaction, implementing of
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automated machines and the most important one that is to be achieved is total quality management.
And the other important thing would be the social responsibility of the organization.
With regard to the above said shared values the company is functioning in all the areas which are
explained as follows: -
 Customer satisfaction: Customer satisfaction is the main objective of the company and this
is achieved by the company by maintaining the quality and the standard of the products
produced according to the need of the customer.
 Quality management: The Company is providing the better quality products and
maintaining the ISO standard and follows six sigma.
 Social responsibility: BSNLs contribution to society includes setting up and managing

educational institutions hospitals, school for the mentally challenged and rehabilitation
centers for the underprivileged. BSNL believes that compassion empathy and service
orientation are essential for overall excellence. BSNL follows clean & green policy as a
concern for environment through profuse greenery in all the units. A forestation, effluent
treatment, used water recycling, generation and use of biogas and rain water harvesting.
4. SWOT ANALYSIS
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SWOT Analysis of BSNL
Strength :-
 It has a competitive pricing policy.
 BSNL provides continuous training, career advancement opportunities and a self

motivated work environment to its employees.
 BSNL has a corporate culture of mutual respect and is an excellent service provider.
 BSNL maintains solid partnerships with its customers.
Weaknesses :-
 Although it is investing too much in R&D but its marketing skills are below average.
 Although it is growing very fast but at the same time it is losing its customers as well
because the competitors are chasing close behind.
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Opportunities :-
 BSNL can retain its customers by improving its marketing skills.
 It can establish a world-wide knowledge-broadcast system via the internet.
 The group can strengthen and expedite research & development in order to deliver
products of top international standards.
Threats :-
 External factors like political instability and economic instability which are affecting
the business environment.
 The other threats can be the market saturation in term of business opportunities
available in the conventional telecom business.
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5. COMPANY REPORT
BSNL ended the financial year 2008-09 with a revenue of Rs 333.59 billion, down around
12% from the previous year’s Rs 380.53 billion, according to a report in Mint.
The government-run telecom service provider earned a net profit of Rs 49 billion in

fiscal 2009, up 38.58% from the previous year’s Rs 30.09 billion. The paper did not provide
any breakup of the revenue but quoted an unnamed BSNL official saying that the revenues in
the fiscal year gone by includes 12% of financial income.
On October 1st, 2000, BSNL was formed by converting service providing functions of
erstwhile DOT to provide level playing field to private Telecom. Since then BSNL has
emerged as the 7th largest Telecom Operating Company in the World. BSNL has played
major role in spreading telephones to rural areas of the country at affordable rates. As per
TRAI report “5.3 lakhs villages have been provided access to telecom network through VPTs
covering 87% of the villages. Most of the VPTs have been provided by BSNL. BSNL has
provided 13.59 million (July 2005) rural DELs in the country”. By this statement we can
judge the important role played by BSNL right from its inception.
Income, Expenditure and Profit:-
Following Table shows Income, Expenditure and Profit figures of BSNL for the 5 year period
since its inception.
Page | 37

S. YEAR INCOME EXPENDITURE PROFIT PROFIT
No. BEFORE AFTER TAX
(Rs. in Crores) (Rs. in Crores) TAX
(Rs. In Crores)
(Rs. In Crores)
1 1.10.2000 11699 10669 1030 747

to
31.3.2001
2 2002 24681 20461 4220 6312
3 2003 25892 25078 8136 1444
4 2004 33918 27163 6755 5976
5 2005 36090 29401 6689 10183
Government has set ambitious targets for Telecom PSUs (MTNL and BSNL) for providing a
total of 12.50 Crores telephones by December 2007 with a targeted market share of
50%.However overall market share of both PSUs, which, was more than 85 % at the time of
BSNL formation, has declined to less than 37% as on date. In the financial year 2004-05, the
revenue from 9,447,357 cellular subscribers (as on March 31, 2005) stands at 10.5% of the
total revenue. Less than 1% revenue came from WLL services. We got 44.68 % income from
Basic Telephone services while PCO business gave another 17.34 % of the income. Revenue
from basic services during 2001-05 was Rs 23,080 Crores, Rs 21,545 Crores, Rs 23,954
Crores, and Rs 22,385 Crore. In the financial year 2004-05, the revenue from 35,859,482
basic subscribers (as on March 31, 2005) is 62% of the total revenue.
In the last 4 yrs, BSNL has received Rs 15,701 Crore as compensation for maintenance of
VPT, ADC, and IUC, which is 85% of BSNL’s cumulative Profit before Tax of Rs 18,477
Crore during the same period. BSNL has received 100% reimbursement of license fee from
2001-02 to 2003-04. For 2004-05, the reimbursement of license fee is restricted to 2/3rd of
license fee paid which will be further restricted to 1/3rd in 2005-06.
Page | 38

Thereafter, reimbursement will be nil. In the last 4 yrs BSNL has received total license fee
refund of Rs 8,665 Crore (BSNL paid Rs 15,498 Crore as license fees) as a compensation for
providing telecom services in rural areas.
The total income of BSNL for the financial year 2004-05 is Rs 36,090 Crore and Profit
before Tax (PBT) is Rs 6,688 Crore which is almost equal to its IUC of Rs 6,035 Crore.
BSNL will have to pay income tax on 70% of its profits and only 30% would be exempted. In
the absence of such exemption from this year, BSNL will have to resort to borrowing
resulting in substantial interest burden.
BSNL’s expenses on staff have shot-up by 218.75% in the last four years from Rs 3,848
Crore in 2001-02 to Rs 8,418 Crore in 2004-05.
For the financial year 2004-05, expenses on staff are 28.63% of the total expenses. Similarly,
the Administration and Operational costs have also increased by 199% from Rs 3,995 Crore
in 2001-02 to Rs 7,951 Crore in 2004-05. For the financial year 2004-05, expenses on
Administration and Operation are 27.05% of the total expenses. Together these two expenses
are 55.68% of the total expenses in 2004-05
Revenues earned by BSNL in last 5 Years
Page | 39

Gross Investment in Fixed Assests
The BSNL is making substancial investment year to year for its network expansion and
modernization. During the current financial year BSNL has made the gross investment of Rs
7180 crores ($ 1.79 billion) in fixed assets. These investments have been financed by the
internal accruals.
BSNL has gross fixed assets of over Rs124578 Crores($31.13 billion)
Page | 40

6. LEARNING EXPERIENCE
Learning is a continuous process by which we acquire the knowledge that we apply to our
future endeavor.
The university has given me an opportunity to learn many aspects pertaining to the working
of the organization. The objective of the project is to study the structure, style, system, skills,
strategy, staff, shared values and functioning of various departments. A theoretical study of
the management practices will not offer a useful insight if not supplemented by a practical
exposure.
The Project work at BSNL exposed me to the management practices. The strategies studied
in theory in a controlled environment will fail to deliver in the actual business scenario.
Hence this study taught me that firms have to thrive in harsh market realities and even the
best of the strategies may be ineffective.
It was an enriching experience to work in Bharat Sanchar Nagam Limited. It gave me a

good exposure where I acquired the practical knowledge about the overall functioning of the
organization. The project work has given me an opportunity to study the marketing strategy
and also make a me ready to face different situations which an individual would normally
come across during the work life. The project provided an opportunity to relate theoretical
aspects in working environment concepts such as delegation of authority, reporting, services
etc.
Constant innovation in service development and superior customer service has made BSNL
what it is today. It helped me realize that any organization cannot be complacent with its
current position. It has to continuously innovate and come out with new ideas.
Page | 41

The interaction with the employees and customers gave me an insight and a first hand
experience of the organizational scenario and has indeed widened my horizon of knowledge.
The disciplined friendly and supportive working environment leads to higher productivity, all
the staff works in a highly disciplined atmosphere.
To conclude, this study gave me practical insights to the working of an undertaking and
supplementing my theoretical learning. I am in a better position to understand, comprehend
the problems faced by organization and to work under competitive environment. The project
has helped me to acquire skills required to be competitive in near future.
Page | 42

1. INTRODUCTION
Statement of the Problem:
In today’s competitive global world there is huge scope for cellular service providers. People
are becoming technically competitive and splashing towards cellular services.
For BSNL, there are Aircel and Airtel are the competitive service providers existing in the
Katihar. The focus has to be given to check the awareness level of BSNL products among
outlets and also to study the awareness about satisfaction of outlets with major business in
this town. The study has to be focused on identifying the opportunities, prospective business
where we can go for satisfaction of outlets in Katihar giving special reference to both prepaid
services postpaid services
Statement of the problem is “Study on satisfaction of Telecom Outlets in KATIHAR”.
Objectives of the Study:

 To find out customer preferences of landline and mobile services.
 To find out the customer satisfaction level for mobile services as well as landline
services.
 To analyze the customer opinion and satisfaction with specific reference to BSNL.
 To suggest some guidelines to BSNL in order to provide better focused service.
 To determine the status of brand awareness & brand loyalty in order to conclude
about brand equity.
.
Page | 43

Scope of the Study:
 This research study is useful for BSNL to understand the expectations and
requirements of customers to serve them in better way.
 This research was conducted from Jan 2010 - Mar2010.
 The respondents from Katihar are taken for the study.
 The brand equity was measured in terms of brand attribute preferences, brand
awareness, brand loyalty.
Methodology
This chapter will cover the methods we have used in this project. We will describe chosen
methods, how the work has been carried out to answer our purpose, data collection methods.
Additionally, methodology problems that have come up during the process will be presented.
Motivations and justifications for all adopted methods will also be given.
Data collection methods

In this study primary and secondary data that have been used.
Primary Data In anybusiness

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Secondary data take get
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instantly.
Secondary data has been collected through mainly internet, government’s
along.
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it in a is reports
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involvement.
light.
needs essential
literature on the subject, articles in newspaper etc.
Page | 44

Choice of Research Design
Despite the difficult of establishing an entirely satisfactory classification system, it is helpful

to classification marketing research on the basis of the fundamental objectives of the
research. Consideration on the different type, their applicability, strengths, and their
weakness will help to select the type best suited to a specific problem.
The two types of researches are:
 Exploratory Research
 Conclusive Research
Research Instrument used
If one wants to know that how much people buy a particular brand or what they think about
the brand or a particular company. Thus the questionnaire method has come to be the more
widely used of the true data collection method. The questionnaire method in general has a
number of advantages. A questionnaire consists of list of questions to be asked from the
respondents and the space provided to record the answer.
Questionnaire in the project consists of:
Multiple Choice questions – question of this type offer the respondents an alternative to
choose right answer among other.
Sample design is a definite plan of obtaining some items from the whole population. The
sample design used in this project is:
Page | 45

Convenience Sampling – This type of sampling is chosen purely on the basis of convenience
of the interviewer.
Sampling –
 Sample units People who are using Telecom
services
 Sample size 100 respondents (age ranging
Between 18 years to 65 years)

 Method Direct interview through
Questionnaire
 Data analysis method Graphical method
 Timing of survey 11:00 AM to 4:00 PM
Limitations of the Study:
1. The survey covers only in Katihar.
2. Time constraint this study to a sample of 100 respondents.
3. Study could not cover all potential buyer and customer.
4. The respondents in in-depth interviews may have given biased answers.
5. Respondents were hesitant to part with the information.

Page | 46

6. It was a onetime study without the consideration of future trends in the
market.
2. ANALYSIS & INTERPRETATION

1. What is your Age?
TABLE 1 : Age of the Customers
Frequency
Valid bet 20-30 20
bet 31-35 40
bet 36-40 18
bet 41-50 14
above 50 8
Total 100
CHART 1 : Age of the Customers
Page | 47

40
30
Frequency
20
10
0
bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50
AGE 20 40 18 14 8
Source: Primary source
INFERENCE:
As the Table depicts, a good majority of the respondent (40.0%) were in the age group of
(Between 31-35) while the age group of (Above 50) is the least (8.0%).
2. Which of these best describes your job?
TABLE 2: Occupation of the Customers.
Frequency
Valid Govt. Employees 48
Business 37
Professional 15
Total 100
CHART 2: Occupation of the Customers.
Page | 48

50
40
Frequency
30
20
10
0
Govt.employee Business Professional
Occcupation 48 37 15
INFERENCE:
As the Table depicts, a good majority of the respondent (48%) of consumers were
Govt.Employee while Professional were the least (15%).
3. Under which category you belong to regarding your Monthly Income?
TABLE 3: Monthly Income of the Customers.
Frequency
Valid below 5000 11
bet 5000-10000 54
bet 10000-15000 25
bet 15000-25000 6
above 25000 4
Total 100
Page | 49

CHART 3: Monthly Income of the Customers.
60
Frequency
40
20
0 bet 5000- bet 10000- bet 15000-

below 5000 above 25000
10000 15000 25000
Monthly income 11 54 25 6 4
INFERENCE:
As the Table depicts, a good majority of the respondent (54%) consumer’s monthly income
is between (5000-10000), while monthly income between (above 25000) is least (4%).
4. Are you using mobile services?
TABLE 4: Customers using Mobile Services or not.
Frequency
Valid YES 96
NO 4
Total 100
CHART 4: Customers using Mobile Services or not.
Page | 50

NO, 4
YES, 96
INFERENCE:
From the above Table, it is inferred that majority of the respondents (96%) were using
Mobile phones while (4%) were not using Mobile phones.
5. Are you using landline services?
TABLE 5: Customers using Landline Services or not.

Frequency
Valid YES 87
NO 13
Total 100
CHART 5: Customers using Landline Services or not.
Page | 51

NO, 13
YES, 87
INFERENCE:
From the above Table, it is inferred that majority of the respondents (87%) were using
Landline telephone while (13%) were not using Landline telephone.
6. And which of the following mobile services you are using currently?
TABLE 6: Mobile Service used by the Customers.

Frequency
Valid BSNL 61
Vodafone 3
Tata Indicom 1
Reliance 8
Page | 52

Airtel
12
Aircel 15
Total 100
CHART 6: Mobile Service used by the Customers.
80
60
Frequency
40
20
0 Tata
BSNL Vodafone Reliance Airtel Aircel
indicom
Mobile Service 61 3 1 8 12 15
INFERENCE: As the Table depicts, a good majority of people (61%) are using BSNL,
while Tata indicom are the least (1%) by considering 100 samples.
7. Which of the following Landline Services you are using currently?
TABLE 7: Landline Service used by the Customers.

Frequency
Valid No Landline 5
BSNL 84
Tata indicom 3
Airtel 3
Page | 53

Total
100
CHART 7: Landline Service used by the Customers.
100
80
Frequency
60
40
20
0
No Landline BSNL Tata Airtel
Landline service 5 84 3 3
INFERENCE:
As the Table depicts, a good majority of people (84%) are using BSNL, while Tata indicom
and Airtel are the least (3%) each.
8. How familiar are you with BSNL Services?
TABLE 8: Familiarity of Customers with BSNL.
Frequency
Valid Very familiar 51
Some what familiar 48
Familiar but never used it 1
Total 100
Page | 54

CHART 8: Familiarity of Customers with BSNL
60
50
Frequency
40
30
20
10
0
Familiar but never
very familiar Some what familiar
used
Familiar 51 49 1
INFERENCE:
As the Table depicts, a good majority of people (51%) are familiar with BSNL, while (1%) of
people are familiar but never used.
9. Compared with others would you say that BSNL service is
TABLE 9: Comparing BSNL with other services.
Frequency
Valid Much better 23
Somewhat better 40
About the same 26
Somewhat worse 10
Don’t know/Never used 1

Page | 55

Total 100
CHART 9: Comparing BSNL with other services.
40
30
Frequency
20
10
0
some what About the Some what Don’t
Much better
better same worse know/never
Comparing with other services 23 40 26 10 1
INFERENCE:
As the Table depicts, majority of respondents (40%) opted BSNL is “Some What Better”
when compared to other services, while the least number of respondents (1%) opted “Don’t
know/Never used”.
10. How satisfied are you with the Tariff plans of BSNL?
TABLE 10: Satisfaction level on Tariff Plan of BSNL.

Frequency
Valid Very satisfied 38
Quite satisfied 33
Neutral 19
Quite dissatisfied 6
Very dissatisfied 4
Page | 56

Total
100
CHART 10: Satisfaction level on Tariff Plan of BSNL.
40
30
Frequency
20
10
0 Quite Quite Very

very satisfied Neutral
satisfied dissatisfied dissatisfied
Tariff 38 33 19 6 4
INFERENCE: From the above Table, it was inferred that majority of the respondents
(38%) were “Quite Satisfied” with a special regards to the BSNL Tariff Plan, while the least
(4%) number of respondents were “Very Dissatisfied” with respect to the BSNL Tariff Plan.
11. How satisfied are you with the network of BSNL?
TABLE 11: Satisfaction level of network coverage of BSNL.
Frequency
Quite satisfied 29
Neutral 17
Very dissatisfied 5
Total 100
Page | 57

CHART 11: Satisfaction level of network coverage of BSNL.
50
40
Frequency
30
20
10
0
Very Quite Neutral Quite very
Network 43 29 17 6 5
INFERENCE:
As the Table depicts, a good majority of respondents (43%) were “Very Satisfied” with the
Network of BSNL, while the least (5%) were “Very Dissatisfied” with the Network of BSNL.
12. How satisfied are you with the Sim cost of BSNL?
TABLE 12: Satisfaction level of Sim cost of BSNL.
Frequency
Quite satisfied 37
Neutral 16
Very dissatisfied 5
Total 100.0
Page | 58

CHART 12: Satisfaction level of Sim cost of BSNL.
40
30
Frequency
20
10
0
Very Quite Quite very
Neutral
satisfied satisfied dissatisfie dissatisfie
Sim cost 28 37 16 14 5
INFERENCE:
As the Table depicts, majority of respondents (37%) were “Quite Satisfied” with special
regards to the Satisfaction level of Cost of BSNL, while the least number of respondents
(45%) were “Very Dissatisfied” with the Sim cost of BSNL
13. How satisfied are you with the customer care of BSNL?
TABLE 13: Satisfaction level of customer care of BSNL.

Frequency
Quite satisfied 30
Neutral 17
Very dissatisfied 14
Total 100
Page | 59

CHART 13: Satisfaction level of customer care of BSNL.
30
Frequency
20
10
0
Very Quite Neutral Quite Very
Customer Care 28 30 17 11 14
INFERENCE:
From the above Table, it was inferred that majority of respondents (30%) were “Quite
Satisfied” with the Customer care of BSNL, while the least number of respondents (11%)
were “Quite Dissatisfied” with BSNL Customer care.
14. How satisfied are you with the additional packages of BSNL?
TABLE 14: Satisfaction level of additional packages of BSNL.
Frequency
Quite satisfied 26
Neutral 38
Very dissatisfied 5
Total 100
CHART 14: Satisfaction level of additional packages of BSNL.
Page | 60

40
Frequency 30
20
10
0
Very Quite Neutral Quite Very
Aditional Package 17 26 38 14 5
INFERENCE:
From the above Table, it was inferred that majority of respondents (38%) opted “Neutral”
with the BSNL’s Additional Packages, while the least number of respondents (5%) opted
“Very Dissatisfied” with the Additional Packages of BSNL.
15. Would you like to recommend BSNL to others?
TABLE 15: Recommending BSNL to others.

Frequency
Valid YES 67
NO 33
Total 100
CHART 15: Recommending BSNL to others.
Page | 61

NO, 33
YES, 67
INFERENCE:
From the above Table, it was inferred that majority of the respondents (67%) were
recommend BSNL to others while (33%) were not recommend BSNL to others.
Statement of hypothesis
Chi Square Test for Goodness of Fit
The chi-square test allows us to test for significance in the analysis of frequency distributions.
It is used for dichotomous answers. Calculation of the chi- Square statistic allows to
determine the difference between the observed frequency distribution and the expected
frequency distribution can be attributed to sampling variation. The steps in this process are as
follows:
 Formulate the null hypothesis and determine the expected frequency of each answer.
 Determine the appropriate significance level
Page | 62

 Calculate the X2 value, using the observed frequencies from the sample and the
expected frequencies.
 Make the statistical decision by comparing the calculate X2 value with the critical x2
value
To calculate the chi- square Statistic
X2 = ∑ (0i-Ei)2/Ei
Where,
X 2= Chi- Square Statistic
Oi= Observed Frequency in the ith cell
Ei = Expected Frequency in the ith cell
We sum the squared differences:
X2 = 0i-Ei/Ei + 0i-Ei/Ei
We calculate the degree of freedom as follows:
D.f = k-1
Where
K= the number of cells associated with column or row data
Page | 63

CHI-SQUARE TEST
Aim:
This test aims is to find out whether customer recommends BSNL to others.
Sample:
Sample size = 100
Hypothesis:
Null Hypothesis {H0}: Customer does not recommend BSNL to others.
Alternative Hypothesis {H1}: Customer recommends BSNL to others
TABLE
Variable Observed Value Expected (O – E)2/E

Value
O –E
YES 67 50 17 5.78
NO 33 50 - 17 5.78
TOTAL 100 100 0 11.56
Degree of freedom = k – 1
= 2 – 1= 1
Page | 64

Ψ2 =11.56
From table
For P = 0.05 i.e. 5%
X = 3.841
INFERENCE:
The calculated value is higher than the table value.
Hence H0 is rejected. So more than 50% customers recommend BSNL to others.
3. FINDINGS
 A good majority of the respondents (96%) were using Mobile phones while (4%)
were not using Mobile phones.
 A good majority of the respondents (87%) were using Landline telephone while
(13%) were not using Landline telephone.
 A good majority of people (61%) are using BSNL, while Tata indicom are the least
(1%) by considering 100 samples, with respect to Mobile.
Page | 65

 A good majority of people (84%) are using BSNL, while Tata indicom and Airtel are
the least (3%) each, with respect to Landline.
 A good majority of people (51%) are familiar with BSNL, while (1%) of people are
familiar but have never used.
 A good majority of respondents (40%) opted that BSNL is “Some What Better” when
compared to other services, while the least number of respondents (1%) opted “Don’t
know/Never used”.
 A good majority of the respondents (38%) were “Quite Satisfied” with special regards
to the BSNL Tariff Plan, while the least (4%) number of respondents were “Very
Dissatisfied” with respect to the BSNL Tariff Plan.
 A good majority of respondents (43%) were “Very Satisfied” with the Network of
BSNL, while the least (5%) were “Very Dissatisfied” with the Network of BSNL.
 A majority of respondents (38%) opted “Neutral” with the BSNL’s Additional

Packages, while the least number of respondents (5%) opted “Very Dissatisfied” with
the Additional Packages of BSNL.
 A majority of the respondents (67%) were recommending BSNL to others while

(33%) were not recommend BSNL to others.
 Some customers felt that when landline phone gets out of order, it is not checked or
corrected for even 1month, hence they apply for disconnect the services and causes
heavy business loss.
 In the evening, lines are not getting connected since network problem was too high.
 When phone went out of order, the respondents were still charged for calls.
Page | 66

 Regarding Cell one respondents complained, Network is always busy with other
mobile services.
 During the rainy season noise in the instrument is a problem in landline services.
 Customers are expecting more number of free calls.
 Most of the people were not satisfied with the BSNL Customer Service for both
Mobile and Landline.
4. CONCLUSION
The study says that most of the customers are satisfied by the service provided by the BSNL.
The dissatisfaction is mainly due to delay in the signals. If there are steps taken to resolve the
problem the retention of customer will be more and this will satisfy most of the customers
increasing value of the service.
They also have to understand about their competitors and their strategy in understanding
Customers. Since Communication industry is a very competitive one it is high time for BSNL
to understand about their Customers in Landline as well as Mobile services. So that people
can recommend BSNL to others.
Page | 67

5. RECOMMENDATION
 From the research study, it has been found out that the Customers are very particular
about the Quality of the Telecom services and hence they want BSNL to increase the
Quality of BSNL services by providing the Customers an attractive instrument with
new wiring connections.
 BSNL may also introduce some sales promotion such as cash discounts; Quality
discounts hence the promotional activities would further strengthen the market share
of the Company.
 BSNL may reduce the monthly rentals and also the service tax.
Page | 68

 Caller Id’s should be provided immediately after the Customers requisition.
 Customer care of BSNL needs improvement.
6. BIBILIOGRAPHY
Books
1- Marketing Management by Phillip Kotler (eieventh edition)
Secondary sources
1- BSNL files
Page | 69

Websites
1- www.bsnl.co.in
2- www.wikipedia.com (searching for information about Telecom sector &BSNL)
3- www.scribd.com
4- www.trai.com
Page | 70

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EXECUTIVE SUMMARY

This research study is divided in two parts-

2. A research study on Customer Satisfaction

Data Collections. [From Organization]

Data Analysis and Interpretation.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

2.1 Background & inception of the company

Company Name : Bharat Sanchar Nigam Ltd.

Headquarters : Bharat Sanchar Bhawan, Harish Chandra Mathur

Lane, Janpath, New Delhi

Head office in Katihar : KATIHAR

Branch offices in Katihar: KATIHAR

Chairman & Managing Director: Kuldeep Goyal

Founded: 19th century, incorporated 2000

2.2 Nature of business carried

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

2.3 Vision, Mission & Objectives

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 BSNL LANDLINE PHONE PLUS SERVICE

 NEW TELEPHONE CONNECTION

 SMS & BULK SMS

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 BSNL WEB HOSTING

 SMS& BULK SMS

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 FREE PHONE SERVICE

 PREMIUM RATE SERVICE

 INDIA TELEPHONE CARD

 VIRTUAL PRIVATE NETWORK (VPN)

 UNIVERSAL PERSONAL NUMBER

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 Access round the clock help at following toll free numbers

 Data one Broadband '1600-424-1600'

 Pagers being given to outdoor staff in a phased manner for speedy

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 Establishing call centers across the nation to provide single window

 Procedure for restoration of telephones disconnected due to non-payment

2.5 Area of operation : All over India

2.6.1 Shareholding Pattern

Government of India is holding 100% of the share capital of the Company.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

2.7 Competitors Information :

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

2.9 Work Flow Model

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

2.11 Future Growth and Prospects

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

Graph given below indicates the exponential growth of Telecommunication infrastructure in

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

Background of the module

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.

 Skills: The Distinctive capabilities of personnel or of the organization as a whole. Compare:

Strengths of the 7-S Model.