Documente Academic
Documente Profesional
Documente Cultură
PROJECT REPORT
ON
A study on Evaluation of
Human Resources
Development of BSNL
Submitted in partial fulfillment of the requirement for the
degree of M.B.A. III Sem.
Submitted By
Shivam Chourasiya
M.B.A. III Sem.
Poorva Pandey
(MBA Dept.)
To
PREFACE
The research provides an opportunity to a student to
demonstrate
application
of
his/her
knowledge,
skill
and
effort
has
been
made
to
offer
the
most
ACKNOWLEDGEMENT
Preparing a project of this nature is an arduous task and I
was fortunate enough to get support from a large number o
persons. I wish to express my deep sense of gratitude to all
those who generously helped in successful completion of this
report by sharing their invaluable time and knowledge.
It is my proud and previledge to express my deep regards
to Respected Head of Department Dr. Pramesh Gautam,
Department of Business Management, Swami Vivekanand
Institute of Technology, College Sagar for allowing me to
undertake this project.
I feel extremely exhilarated to have completed this project
under the able and inspiring guidance of Miss Poorva Pandey
He rendered me all possible help me guidance while reviewing
the manuscript in finalizing the report.
I also extend my deep regards to my Family members,
friends and all those whose encouragement has infused
courage in me to complete to work successfully.
(Shivam
Chourasiya)
M.B.A III
Sem
(Shivam
Chourasiya)
M.B.A III Sem
CERTIFICATE
The
Books
Review
report
titled
study
on
been
prepared
by
Mr.
Shivam
Choruasiya
MBA
III
Signature of the
Head of the Department
CONTENTS
Chapter: 1
page no
5
Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, such as Touched and Tata Teleservices
which do not have a pan-Indian presence. Reliance Infocom has licenses to provide
services all over the country, but have started off only with CDMA mobile and fixed
mobile services (where the phone is not wired to the exchange, but is used like a fixed
line at home or office).
Landlines are now facing competition from mobile telephones (GSM and CDMA
based). Mobile phone connections are readily available from private companies for
relatively low prices. The competition has forced the government owned monopoly
BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network
7
quality has improved and landline connections are now usually available on demand,
even in high density urban areas. In addition to the government monopoly, there are
several private landline telephone companies, notably Reliance and Tata Teleservices
and Bharti (which runs the landline company Touched and the mobile company
Airtel). Long distance service is now more comprehensive and cheaper, carried
primarily on fiber optic cable. There are several private long distance companies; the
government owned BSNL continues to use its monopoly against them. However, the
competition has caused prices to drop and calls across India are now comparable in
price to calls across the continental United States.
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 R km of OFC Cable, 63730 R km of Microwave Network connecting 602
Corporate assests
Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54698
Crores (US $ 13.67 billion), which are in the form of Land, Buildings Cables,
Apparatus & Plants etc. as on 31.03.2008.
Phone
(Office)
Name
9
Fax No
CMD
KULDEEP
23372424 23372444
cmdbsnl@bsnl.co.in
Director(Enterprise)
GOYAL
RAJENDRA
23734064 23734166
dir.enterprise@bsnl.co.in
Director(Finance)
Director(Human
SINGH
GOPAL DAS
GOPAL DAS
23714141 23314141
23734070 23734072
dirfin@bsnl.co.in
dirhrd@bsnl.co.in
Resource)
Director(Consumer
Rajesh Wadhwa
23037142 23734242
diro@bsnl.co.in
R.K.Aggarwal
23738999
23734073 23734075
dirplg@bsnl.co.in
23353395 23353389
csgml@bsnl.co.in
Fixed Access)
Director(Consumer
Mobility)
Company Secretary & H.C.PANT
GM(Legal)
ORGANISATIONAL CHART
10
Vision:
11
Mission:
1.3) Objective:
1. Build customers confidence through quality and reliable services.
2. Provide bandwidth on demand.
3. Contribute towards national plan target of 10 corer subscriber base for the
country by 2010.
4. Broadband customers base of 20 million in the country by 2010.
5. Telephone in all villages.
6. To be the Lead Telecom Services Provider
12
i.
National Plan Target of 500 million subscriber base for India by 2010.
ii.
iii.
13
Telephonic services:
Countrywide telephone service is being provided through 32,000 electronic
exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public
Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical
Fiber Cable, with a host of Phone Plus value additions to our valued Customers.
BSNL's telephony network expands throughout the vast expanses of the country
reaching to the remotest part of the country.
With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone
plus services, converting your old basic telephones to a sophisticated tool which can
be used for a variety of applications.
Hot Line
At the same time you may want to have the flexibility to dial any other number of
your choice. It is possible to have this facility in the digital exchanges by the delayed
hotline feature. The number of your choice can be programmed by the exchange staff
at your request. After doing so if you lift the telephone and do not dial within 5
14
between
the
two
callers
is
maintained.
Abbreviated Dialing:
You may be calling a few people very frequently. It is possible to program these
numbers as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be
programmed
for
abbreviated
dialing. It
is
ideal
for
STD/ISD.
Mobile services:
Fastest growing and number one cellular service in India, providing postpaid and
prepaid services makes cellular telephony to the masses, through innovative
15
technology and strategic pricing. Our entry into this sector has brought GSM cellular
service at an affordable cost to the common man. All serving a single objective, to
provide better communication to millions across India.
Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh
Cellular customers within ten months of launch of Cellular service, an unprecedented
mark in Indian Cellular Market.
Prepaid services:
16
BSNL Mobile prepaid service offers you a host of value added services and
unmatched features not found in any other Cellular service. All India roaming facility
is also available on BSNL mobile prepaid service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of
Rs. 50/- is given to all subscribers.
A host of value added services are also available at very economical charges:
1. Call Forwarding(within same Service Area)
2. Call Conferencing
1.
2.
5.
Call hold: allows you to put a current call on hold and make a second
call
6.
Call divert:
Internet services:
19
Internet service throughout the entire country (except in New Delhi and Mumbai)
under the brand name ofSancharnet". Sancharnet provides free all India roaming and
enables it's users to access their accounts, using the same access code (172233) and
user ID from anywhere in the Country. In order to make Internet available throughout
the length and breadth of the Country Internet Dhabas are being commissioned at all
the Block Headquarters. BSNL has also started DIAS and Account free internet
access (CLI based) facility on few select cities recently.
The Sancharnet Card" is a prepaid Internet Access Card with following features:
1. Self-register for internet access with your choice of use rid
2. Renew your existing Sancharnet Account
3. Wide Range of Internet Access Packages
20
B
S
N
L
BSNL Managed
BSNL Managed Network Services is an
r
o
and
fully
managed
Service Package:
Network Services
All-in-One comprehensive bundle of
a
d
convenience
Fi)
risks
and
reduces
platform
with
one-stop
experience.
a
n
B
21
S
To ensure one stop solution for all connectivity needs, better manageability and
accountability, BSNL offers Managed Network Services which includes
Enterprise Broadband, Internet and MPLS VPN connectivity as completely
managed offering. With an integrated service option, you would enjoy benefit of
an SLA backed network services with convenience of being supported by single
helpdesk number for your network connectivity, hardware related issues. Other
benefit includes
ISDN
ISDN Has emerged as a powerful tool worldwide for provisioning of different
services like voice, data and image transmission over the telephone line through
the telephone network. ISDN is being viewed as the logical extension of the
digitalization of telecommunication network and most developed countries are in
different
stages
of
implementing
ISDN.
22
line /telephone connection. The two simultaneous calls in ISDN can be of any
type like speech, data, image etc. The call setup time for a call between two
ISDN subscribers is very short, of the order of 1 to 2 seconds. ISDN also
supports a whole new set of additional facilities, called Supplementary Services.
Connectivity
The ISDN subscriber will have full connectivity, nationally, to other analog
telephone subscribers. At present ISDN services are available to and from India
for the following countries:
Australia
Austria Belgium
Canada
Denmark
France
Germany
Ireland
Italy
23
Israel
Japan
Malaysia
Netherland
Norway
Philippines
Singapore
Switzerland
Thailand
U.A.E
United Kingdom
U.S.A
Terminal Portability(TP)
Call Hold(CH)
Call Waiting(CW)
Leased line:
Transmit data between computer and electronic information devices, BSNL provide
data communication services to its subscribers. It offers a choice of high, medium and
low speed leased data circuits as well as dial-up lines. Bandwidth is available on
demand in most of the cities. Managed leased Line Network (MLLN) offers
25
leased
lines
and
international
principle
Leased
Lines
(IPLCs).
For dedicated point to point speech, private wire, tele-printer and data circuits are
given on lease basis. Leased circuits are provided to subscribers for internal
communication between their offices/factories at various sites within a city/town or
different cities/town on point to point basis, or on a network basis interconnecting the
various
sites.
Managed Leased Line Service (MLLN): The MLLN is a Managed Leased Line
Network system which is proposed to provide Leased line connectivity. The State-ofthe-art technology equipment MLLN is designed mainly for having effective control,
monitor on the leased line so that the down time is very much minimized. Details>>
Services
Hot Line or Private Wire - Speech Circuits- Local or Long distance circuits within
two locations in a city or between two different cities provided for the same applicant.
The Terminating equipment at both ends is telephone without dialing facility. Both
way signaling and speech is possible.
Data Circuits - Local or Long distance data circuits at different speeds viz. Nx64
kbps and 2 mbps. Data Circuits are of different types:
Point to Point Data Circuits - Local and Long Distance
26
Private Data Network - More than one Local or Long Distance leased circuits
converging on a location such that data from one leased circuit can be transferred
automatically to another leased circuit for the same subscriber.
Closed User Group - Leased circuits can be used by more than one legal entity if
they form closed user group. The following categories of user groups constitute closed
user groups for the purpose of licensing Private Telecom Networks.
o Travel agents issuing tickets on the member airlines, whose network they
use including the network of a group of member airlines.
o Computerized Reservations System (CRS) service providers owned by
airlines.
o Shared networks of banks for use of Automatic Teller Machines (ATMs),
Electronic Points of Sale (EPOS)/credit authorization terminals.
o Financial institutions registered primarily to deal in securities and their
agents/dealers.
o Financial institutions registered as Mutual funds and their agents.
o Financial institutions which are registered as depositories and their
agents/dealers.
o Other non-banking financial institutions.
27
Intelligent Network:
Recognizing the rising expectations and requirements of the customers, BSNL
endeavors to harness the rewards of telecom revolution. Towards this, we have
redefined the term 'telecom service' by introducing value added services in the form of
intelligent network.
This technology makes possible, time and cost effective services, optimized solutions,
meeting the exact needs of the customers, in additional business for you.
How it works?
Intelligent Network provides a framework to create various services in a centralized
place independent of the switch. In IN, calls generated by a subscribers are routed
(Circuit Switched) to the nearest Service Switching Points, which in turn , consults,
28
the Service Control Points (SCP) on high speed CCS 7 links to get the necessary
information for further routing of the call. IN Services can be used by subscriber
connected to any type of exchange using existing telephones.
Services Offered
Free-phone Service - Call charges paid by the called person. Ideal for service and
Tourism industry.
Premium Rate Service - A great tool for professionals to sell priced
information/consultation on phone.
Indian Telephone Card - A pre-paid facility for making local, STD or ISD calls from
any telephone.
Virtual Private Network - Normal telephones programmed to work as cheaper and
flexible - nationwide - private network.
Voice Virtual Private Network - The Voice VPN service enables the subscribers to
establish a private network using public network resources.
Universal Number - A unique number nationwide.
Universal Personal Number - A unique personal number nationwide.
Tele voting - for conducting opinion polls and surveys using BSNL network.
Account calling Card - For those who want to have a permanent account with BSNL
can make use of this service. This is similar to India Telephone Card.
FREE PHONE (FPH) SERVICE This service is an ideal business promotion tool
for business communities who want their customers to call them free cost. Totally
customer oriented organizations can provide information about their products, allow
customers to place orders or even register their complaints/suggestions and offer
assistance to customers without the user getting charges.
29
Any user in the telephone network can call the FPH number free of charge.
All the charges are levied on the service number (one who subscribes for the
service and receives the calls).
For the calling user the calls are free of charge.
The service subscriber is allotted a FPH Service number (five digits). For same
FPH service number, the subscriber can have many destination numbers.
Any subscriber who is willing to become a free phone subscriber outside the
cities where the IN Switches are installed, the call charges will be as per the
national STD tariff.
The charges indicated here are FPH service charges and they do not include the
normal charges levied for basic telephones.
PREMIUM RATE (PRM) SERVICE
A subscriber to this service can receive or make calls using his Universal Personal
Number from any BSNL phone. The subscriber will be given some management
codes and password. Using that he can convert/reconvert any BSNL phone into his
Universal Personal Number. All the calls made by subscriber using his UPN will be
billed at his UPN by the IN platform. The subscriber will be able to get all his calls
incoming on the UPN number anywhere in India.
accessible only through ITC.
30
This is an access code based service, all IT Cards calls are preceded by the code
1802xyz as shown in the IT Card. This enables you to dial the IT Card number after
dialing the access code. On dialing, you are informed of the balance amount against
your IT Card, after which you can dial the destination number.
31
Portal to avail the Video Conferencing facility with their web-cam. This software will
be made available shortly at BSNL's Video Conferencing Portal.
I-net services
Change your way of doing business by networking your computers, data terminals,
hosts and LANs in different offices and manufacturing units both within the country
and outside, through I net - an X.25 based packet switched Public Data Network of
BSNL. It provides extremely cost effective and reliable solution to your High Speed
Wide
Area
Networking
32
needs.
Services on I-net
Fast Select To send even one packet of data, a Data Terminal must exchange at least 3
packets to establish and later release the logical connection. This overhead is avoided
by Fast Select facility, whereby the Terminal may send up to 128 octets of data in the
CALL REQUEST/INCOMING CALL packet. This is useful in applications like
Credit Card Verification Systems leading to enormous savings in the communications
cost.
Charging Information Indication
In applications like the Public Call Office (PCO), information about the Data
transacted and the duration of the call are required to bill the call. Charging
33
Information Indication displays this information at the end of each call. Even if this
facility is not subscribed for, charging information may still be obtained on a per-call
by indicating the requirement in the facility field.
Connections Types: - There are basically two types of connections:Dialup Connection: The Dialup connection is recommended for persons requiring
not-so-frequent use of I net and who doesn't require receiving Incoming calls. A NUA
and
an
NUI
is
allotted
to
the
dialup
user.
Houses
wishing
to
link
two
or
more
major
offices.
communication costs as a part of their services to the customers. I.e. the customer is
able
to
access
the
service
without
having
to
pay
for
it.
It is true for organizations that the strongest form of vision or motivation is based on
What Legacy we want to leave. And to achieve it, it 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.
Marketing vision of the BSNL has to be based on overall mission and vision of the
organization. The mission of BSNL is to provide world class State-of-art technology
35
Marketing Process:
Marketing process is broad term and includes all the marketing activities done by
marketing manager to gain all benefits from the market.
Some important marketing processes carried on by marketing manager in bsnl.
o
o
o
o
The Govt. of India currently holds 56.25% stake in the company. Coverage Almost
whole of the nation. The company has also received the Navratna status.
Awards of excellence
BSNL adds one more feather to its cap. Centre for Excellence in Telecom
Technology & Management (CETTM) has been awarded with the ISO 9001: 2000
Certification for providing training in the field of Telecom Technology &
Management.
BSNL's Centre for Excellence in Telecom Technology and Management received
ISO 9001-2000 certification on 4th July, 2005. This quality certification is the first
step in developing CETTM as world class training
Centre."
BSNL with a market share of about 13% of the National Telecom Network has a
customer base of about 4.98 million lines at the end of 2002- 0
Strengths:
1. Established organization with government support.
2. Better coverage of network.
3. So that they can give more stress on advertisement by their different place
exchange representatives.
4. Very much transparent
in
billing
for
the
satisfaction
Weaknesses:
Opportunities:
1. They have the license to provide 3G services which no other player having.
2. Government support in terms of policy formulation and safeguarding the
companies interest
Threats
38
of
all
Stephen R Covey.
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.
Marketing vision of the BSNL has to be based on overall mission and vision of the
organization. The mission of BSNL is
i.
ii.
40
i.
Kenneth Hildebrand.
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 longterm mutually valuable relationships between consumers and organization. Successful
41
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
organization strategy, people, technology and business processes. At its most basic,
Marketing involves customers, organizations and relationships and the combination
creates the need for the management.
42
In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying
offer and a medium/process to exchange the offer.
43
explain why we are using a particular method or techniques and we are not using
others.
Research design
Descriptive research design:
Descriptive research is also called Statistical Research. The main goal of this type of
research is to describe the data and characteristics about what is being studied...
Nature of data:
In this study primary data collected from survey method through the questionnaire
Collection of data:
The data were collected from the respondents through the distribution of
questionnaire.
44
QUESTIONNAIRE:
The following four questions need to be answered in designing an effective
Set of questions or a questionnaire:
2.8 Conclusion
With the help of research we have come to the conclusion that BSNL is a best service
provider in BAREILLY city Because they satisfied the consumers through providing
service. Consumer satisfaction towards BSNL services is positive and satisfactory.
BSNL provide world class state art of technology telecom services to its customers on
demand at reasonable.
2.9 Suggestions
45
1. All the service providers are made good advertisements for their service.
Because, advertisements are take little part for influencing the consumers. So
BSNL should make more effective advertisements.
2. The customer care centre should pay more attention in receiving and solving
customers complaints.
3. The free incoming calls are key factor for satisfying customer. The Same
strategy should follow in future also
4. BSNL should increase the height of their BTS towers because due to the more
construction works in the area lately due to which the signals are week.
5. BSNL should try to attract the young people.
2.10 .Limitations of the study Though the detailed investigation is made in the present study, still there are following
limitations.
1. Information provided by the customers may not be accurate. They may hide some
of the information at the time of filling up the questionnaires.
2. This study is based on the prevailing customers satisfaction. But the customers
satisfaction may change according to time, fashion, technology, development, etc.
46
3. As per the population of the study is huge; a sample size of 100 sample respondents
is only covered till now.
. 4. This study is restricted only to the BAREILLY. So, the results may not be
applicable to other areas
.
47