Gautam Buddh Technical University (GBTU) LUCKNOW A PROJECT REPORT ON SUMMER TRAINING AT BHARAT SANCHAR NIGAM LIMITED

KANPUR SUBMITTE TO! SUBMITTE B"!

r# Tri$ti Barth%al &'O ) E*)+TMENT O, MB) &'+* . Mar/etin0) M)STE+ IN BUSINESS ) MINIST+)TION &MB))

()")S' GU*T) MB) - III rd SEMESTE+

Lal Bahadur Shastri Institute O1 Mana0ement )nd evel2$ment Studies

)CKNOWLE GEMENT
A Work is never a ork o! an in"ivi"#a$% I o e a sense o! &ra'i'#"e 'o '(e in'e$$i&en)e (o (a" ,een so eas- 'o $e' .e #n"ers'an" (a' I

an" )o*o+era'ion o! '(ose +eo+$e

nee"e" !ro. 'i.e 'o 'i.e !or )o.+$e'ion o! '(is e/)$#sive +ro0e)'%

I a. &rea'$- in"e,'e" 'o .- &#i"es

r# Tri$ti Barth%al &'O )

1!a)#$'- &#i"e !or

2inan)e (s#..er TRAINING31 LBSIMDS $#)kno

4 Mr# 3ed $ra/sha &Mar/etin0 (i)(

'ead) o! B#S#N#L Kan$ur 211ice !or '(eir )ons'an' &#i"an)e 1a"vi)e an" (e$+ ena,$e" .e 'o !inis( '(is +ro0e)' re+or' +ro+er$- in 'i.e %

()")S' GU*T) MB) - III rd SEMESTE+

eclarati2n
I (ere,- )er'i!- '(a' '(e ork (i)( is ,ein& +resen'e" in '(e +ro0e)'

e n ' i ' $ e " 1 5 H # . a n R e s o # r ) e P o $ i ) i e s A n " M a r k e ' i n & STRATERG6 7 2#$!i$$.en' o! '(e re8#ire.en's !or '(e a ar" B )' ) )N "e&ree U+ o! Mas'er

o! B # s i n e s s A " . i n i s ' r a ' i o n INSTITUTE STU O,

a ' 5 L )L

S')ST+I

M )N G EM EN T

E3ELO*MENT

I E S 4 L U C K N O W a#'(en'i) re)or" o! .- o n ork %

T(e .a''er +resen'e" in '(is Pro0e)' Re+or' (as no' ,een s#,.i''e" ,- .e !or '(e a ar" o! an- o'(er "e&ree o! '(is or an- o'(er Universi'-%

()")S' GU*T) MB) - III rd SEMESTE+

T)BLE O, CONTENTS

*+E,)CE INT+O UCTION COM*)N" *+O,ILE INT+ESTING ,)CTS BSNL SE+3ICES O+G)NIS)TION)L C')+T C2m$any ' + *2licy M)+KETING ST+)TE+G" CONSUME+ SE+3ICE 3IGIL)NCE CELL CONCLUSION BIBLIOG+)*'"

*+E,)CE

MBA +ro&ra. as one o! '(e .os' re+#'e" +ro!essiona$ )o#rses in '(e !ie$" o! .ana&e.en'% T(ere is a s'#"- +ro0e)' as on in'e&ra$ o! MBA in III r" Se.es'er% As a )o.+$e.en'ar- 'o '(a' ever- one (as 'o s#,.i' a re+or' on '(e ork )on"#)'e" in '(e in"#s'r-% T(is re+or' is '(#s +re+are" !or '(e s'#"- +ro0e)' "one a' 5BHARAT SANCHAR NIGAM LIMITED (B%S%N%L37 T(e 'o+i) o! '(e +ro0e)' is 5 ' u m a n + e s 2 u r c e * 2 l i c i e s )n d M a r / e t i n 0 Strate0ies6 T(e or&ani9a'ion s(a$$ .ake a$$ +ossi,$e e!!or's 'o (ave a se)#re an" sa!e "o.ain% T(e "a'a in!or.a'ion is ver- i.+or'an' 'o (ave )ri'i)a$ 'o '(e ,#siness re8#ire.en's '(ere!ore +ro+er .eas#res s(o#$" ,e a"o+'e" so '(a' '(e in!or.a'ion is e$$ se)#re" an" +ro'e)'e"%

()")S' GU*T) MB) - III rd SEMESTE+

C2m$any $r21ile

)72ut the c2m$any

Bharat Sanchar Nigam Limited (kno n as BSNL1 India Communications Corporation Limited3 is a +#,$i) se)'or 'e$e)o..#ni)a'ion )o.+an- in In"ia% I' is In"ia:s $ar&es' 'e$e)o..#ni)a'ion )o.+ani'( ;<= .arke' s(are as on Mar)( >?1 ;@@A% I's

(ea"8#ar'ers are a' B(ara' San)(ar B(a an1 Haris( C(an"ra Ma'(#r Lane1 Jan+a'(1 Ne De$(i% I' (as '(e s'a'#s o! Mini Ratna1 a s'a'#s assi&ne" 'o re+#'e" +#,$i) se)'or

)o.+anies in In"ia%

BSNL ('(en kno n as De+ar'.en' o! Te$e)o.3 (a" ,een a near .ono+o$- "#rin& '(e so)ia$is' +erio" o! '(e In"ian e)ono.-% D#rin& '(is +erio"1 BSNL servi)e +rovi"er in '(e )o#n'r- (MTNL as '(e on$- 'e$e)o. De$(i3%

as +resen' on$- in M#.,ai an" Ne

D#rin& '(is +erio" BSNL o+era'e" as a '-+i)a$ s'a'e*r#n or&ani9a'ion1 ine!!i)ien'1 s$o 1 ,#rea#)ra'i)1 an" (eavi$- #nioni9e"% As a res#$' s#,s)ri,ers (a" 'o !ive -ears 'o &e' a 'e$e+(one )onne)'ion% ai' !or as $on& as

T(e )or+ora'ion 'as'e" )o.+e'i'ion !or '(e !irs' 'i.e a!'er '(e $i,era$i9a'ion o! In"ian e)ono.- in ?BB?% 2a)e" i'( s'i!! )o.+e'i'ion !ro. '(e +riva'e 'e$e)o. servi)e

+rovi"ers1 BSNL (as s#,se8#en'$- 'rie" 'o in)rease e!!i)ien)ies i'se$!% DoT ve'erans1 (o ever1 +#' '(e on#s !or '(e sorr- s'a'e o! a!!airs on '(e Govern.en' +o$i)ies1 (ere

in a$$ s'a'e*o ne" servi)e +rovi"ers

ere re8#ire" 'o !#n)'ion as .e"i#.s !or

a)(ievin& e&a$i'arian &ro '( a)ross a$$ se&.en's o! '(e so)ie'-%

T(e )or+ora'ion ('(en DoT31 (o ever1 !ai$e" .isera,$- 'o a)(ieve '(is an" In"ia $an&#is(e" a.on& '(e .os' +oor$- )onne)'e" )o#n'ries in '(e or$"% BSNL as ,orn

in ;@@@ a!'er '(e )or+ora'i9a'ion o! DoT% T(e e!!i)ien)- o! '(e )o.+an- (as sin)e i.+rove"% Ho ever1 '(e +er!or.an)e $eve$ is no (ere near '(e +riva'e +$a-ers% T(e )or+ora'ion re.ains (eavi$- #nioni9e" an" is )o.+ara'ive$- s$o in "e)ision .akin&

an" i.+$e.en'a'ion% T(o#&( i' o!!ers servi)es a' $o es' 'ari!!s1 '(e +riva'e +$a-ers )on'in#e 'o no')( #+ ,e''er n#.,ers in a$$ areas1 -ears a!'er -ear% BSNL (as ,een +rovi"in& )onne)'ions in ,o'( #r,an an" r#ra$ areas% Pre*a)'iva'e" Mo,i$e )onne)'ions are avai$a,$e a' .an- +$a)es a)ross In"ia%

BSNL (as a$so #nvei$e" )os'*e!!e)'ive ,roa",an" in'erne' a))ess +$ans (Da'aOne3 'ar&e'e" a' (o.es an" s.a$$ ,#sinesses% A' +resen' BSNL en0o-:s aro#n" C@= o! .arke' s(are o! ISP servi)es%

;@@D (as ,een "e)$are" as E6ear o! Broa",an"E in In"ia an" BSNL is in '(e +ro)ess o! +rovi"in& F .i$$ion Broa",an" )onne)'ivi'- ,- '(e en" o! ;@@D% BSNL (as #+&ra"e" e/is'in& Da'aone (Broa",an"3 )onne)'ions !or a s+ee" o! #+ 'o ; M,i'Gs i'(o#' an-

e/'ra )os'% T(is ; M,i'Gs ,roa",an" servi)e is ,ein& +rovi"e" ,- BSNL a' a )os' o! 0#s'

BSNL is +$annin& 'o in)rease i's )#s'o.er ,ase 'o ?@A .i$$ion )#s'o.ers ,- ;@?@% Wi'( '(e !ran'i) a)'ivi'- in '(e

)o..#ni)a'ion se)'or in In"ia1 '(e 'ar&e' a++ears a)(ieva,$e% BSNL is a +ioneer o! r#ra$ 'e$e+(on- in In"ia% BSNL (as re)en'$- ,a&&e" A@= o! USH FA@ . (INR ;1F@@ )rores3 R#ra$ Te$e+(on- +ro0e)' o! Govern.en' o! In"ia% On '(e ;@'( o! Mar)(1 ;@@B1 BSNL a"ver'ise" '(e $a#n)( o! B$a)kBerr- servi)es a)ross i's Te$e)o. )ir)$es in In"ia%

T(e )or+ora'ion (as a$so $a#n)(e" >G servi)es in se$e)' )i'ies a)ross '(e )o#n'r-% Presen'$-1 BSNL an" MTNL are '(e on$- +$a-ers 'o +rovi"e >G servi)es1 as '(e Govern.en' is s'i$$ in '(e +ro)ess o! a#)'ionin& '(e >G s+e)'r#. 'o +riva'e +$a-ers%

'ist2ry
A))or"in& 'o in'erna$ .e.os1 A.eri)an Te$e+(one 4 Te$e&ra+( "is)#sse" "eve$o+in& a ire$ess +(one in ?B?F1 ,#' ere a!rai" '(a' "e+$o-.en' o! '(e 'e)(no$o&- )o#$"

#n"er.ine i's .ono+o$- on ire" servi)e in '(e U%S% In ?B<D Be$$ La,s as '(e !irs' 'o +ro+ose a )e$$#$ar ne' ork% T(e +ri.ar- innova'ion

as '(e "eve$o+.en' o! a ne' ork o! s.a$$ over$a++in& )e$$ si'es s#++or'e" ,- a )a$$ s i')(in& in!ras'r#)'#re '(a' 'ra)ks #sers as '(e- .ove" '(ro#&( a ne' ork an" +ass '(eir )a$$ !ro. one si'e 'o ano'(er i'(o#' "ro++in& '(e )onne)'ion% Be$$ La,s ins'a$$e"

'(e !irs' )o..er)ia$ )e$$#$ar ne' ork in C(i)a&o in '(e ?BD@s% Ja+an:s !irs' )o..er)ia$ .o,i$e +(one servi)e as $a#n)(e" ,- NTT in ?BDA% Bor$" (a"

Nove.,er ;@@D1 '(e 'o'a$ n#.,er o! .o,i$e +(one s#,s)ri+'ions in '(e

rea)(e" >%> ,i$$ion or (a$! o! '(e (#.an +o+#$a'ion (a$'(o#&( so.e #sers (ave .#$'i+$e s#,s)ri+'ions or ina)'ive s#,s)ri+'ions31 (i)( a$so .akes '(e .o,i$e +(one '(e .os'

i"e$- s+rea" 'e)(no$o&- an" '(e .os' )o..on e$e)'roni) "evi)e in '(e or$"% T(e !irs' .o,i$e +(one 'o ena,$e in'erne' )onne)'ivi'- an" Co..#ni)a'or1 as re$ease" in ?BBC1 )rea'in& a ne ire$ess e.ai$1 '(e Nokia

)a'e&or- o! .#$'i*#se "evi)es as $a#n)(e" ,- NTT

)a$$e" S.ar'+(one% In ?BBB '(e !irs' .o,i$e in'erne' servi)e

DoCoMo in Ja+an #n"er '(e i*Mo"e servi)e% B- ;@@D over DBA .i$$ion +eo+$e aro#n" '(e or$" a))esse" '(e in'erne' or e8#iva$en' .o,i$e in'erne' servi)es s#)( as WAP

an" i*Mo"e a' $eas' o))asiona$$- #sin& a .o,i$e +(one ra'(er '(an a +ersona$ )o.+#'er%

C2mmunicati2ns in India

In"ian Te$e)o..#ni)a'ion in"#s'r-1

i'( a,o#' <C<%A; .i$$ion +(one )onne)'ions or$" an" '(e

(J#ne ;@@B3 1 is '(e '(ir" $ar&es' 'e$e)o..#ni)a'ion ne' ork in '(e se)on" $ar&es' in 'er.s o! n#.,er o!

ire$ess )onne)'ions% 2or '(e +as' "e)a"e or so1

'e$e)o..#ni)a'ion a)'ivi'ies (ave &aine" .o.en'#. in In"ia E!!or's (ave ,een .a"e !ro. ,o'( &overn.en'a$ an" non*&overn.en'a$ +$a'!or.s 'o en(an)e '(e

in!ras'r#)'#re%

T(e i"ea is 'o (e$+ .o"ern 'e$e)o..#ni)a'ion 'e)(no$o&ies 'o serve a$$ se&.en's o! In"iaIs )#$'#ra$$- "iverse so)ie'-1 an" 'o 'rans!or. i' in'o a )o#n'r- o! 'e)(no$o&i)a$$a are +eo+$e% M2dern Gr2%th A $ar&e +o+#$a'ion1 $o 'e$e+(on- +ene'ra'ion $eve$s1

an" a rise in )ons#.ers: in)o.e an" s+en"in& o in& 'o s'ron& e)ono.i) &ro '( (ave (e$+e" .ake In"ia '(e !as'es'*&ro in& 'e$e)o. .arke' in '(e or$"%

T(e !irs' an" $ar&es' o+era'or is '(e s'a'e*o ne" in)#.,en' BSNL1 D'( $ar&es' 'e$e)o. )o.+an- in '(e as )rea'e" ,)or+ora'i9a'ion

(i)( is a$so '(e

or$" in 'er.s o! i's n#.,er o! s#,s)ri,ers% BSNL o! '(e ers' (i$e DTS (De+ar'.en' o!

Te$e)o..#ni)a'ion Servi)es31 a &overn.en' #ni' res+onsi,$e !or +rovision o! 'e$e+(on- servi)es% S#,se8#en'$-1 a!'er '(e 'e$e)o..#ni)a'ion +o$i)ies ere revise"

'o a$$o

+riva'e o+era'ors1 )o.+anies s#)( as B(ar'i Te$e)o.1 Ta'a In"i)o.e

Jo"a!one1 MTNL1 I"ea1 Jo"a!one an" BPL (ave en'ere" '(e s+a)e% Ma0or o+era'ors in In"ia% Ho ever1 r#ra$ In"ia s'i$$ $a)ks s'ron& in!ras'r#)'#re%

Gr2%th 21 m27ile techn2l20y

In"ia (as ,e)o.e one o! '(e !as'es'*&ro in& .o,i$e .arke's in '(e servi)es

or$"% T(e .o,i$e

ere )o..er)ia$$- $a#n)(e" in A#&#s' ?BBF in In"ia% In '(e ini'ia$ FKC -ears ere aro#n" @%@F 'o @%? .i$$ion on$- an"

'(e avera&e .on'($- s#,s)ri,ers a""i'ions

'(e 'o'a$ .o,i$e s#,s)ri,ers ,ase in De)e.,er ;@@; s'oo" a' ?@%F .i$$ions% Ho ever1 a!'er '(e n#.,er o! +roa)'ive ini'ia'ives 'aken ,- re&#$a'or an" $i)ensor1 '(e .on'($.o,i$e s#,s)ri,er a""i'ions in)rease" 'o aro#n" ; .i$$ion +er .on'( in '(e -ear ;@@>* @< an" ;@@<*@F% In"ia (as o+'e" !or '(e #se o! ,o'( '(e GSM (&$o,a$ s-s'e. !or .o,i$e )o..#ni)a'ions3 an" CDMA ()o"e*"ivision .#$'i+$e a))ess3 'e)(no$o&ies in '(e .o,i$e se)'or% In a""i'ion 'o $an"$ine an" .o,i$e +(ones1 so.e o! '(e )o.+anies a$so +rovi"e '(e WLL servi)e%

T(e .o,i$e 'ari!!s in In"ia (ave a$so ,e)o.e $o es' in '(e )onne)'ion )an ,e a)'iva'e" a$one >; .i$$ion (an"se's

or$"% A ne

.o,i$e

i'( a .on'($- )o..i'.en' o! USH@%?F on$-% In ;@@F

ere so$" in In"ia% T(e "a'a revea$s '(e rea$ +o'en'ia$ !or

&ro '( o! '(e In"ian .o,i$e .arke'% In Mar)( ;@@A '(e 'o'a$ GSM an" CDMA .o,i$e

s#,s)ri,er ,ase in '(e )o#n'r&ro '(

as >DF .i$$ion1

(i)( re+resen'e" a near$- F@=

(en )o.+are" i'( +revio#s -ear%

In A+ri$ ;@@A '(e In"ian De+ar'.en' o! Te$e)o. (DoT3 (as "ire)'e" a$$ .o,i$e +(one servi)e #sers 'o "is)onne)' '(e #sa&e o! #n,ran"e" C(inese .o,i$e +(ones '(a' "o no' (ave In'erna'iona$ Mo,i$e E8#i+.en' I"en'i'- (IMEI3 n#.,ers1 ,e)a#se '(e- +ose a serio#s se)#ri'- risk 'o '(e )o#n'r-% Mo,i$e ne' ork o+era'ors '(ere!ore +$anne" 'o s#s+en" '(e #sa&e o! aro#n" >@ .i$$ion .o,i$e +(ones (a,o#' A = o! a$$ .o,i$es in '(e )o#n'r-3 ,A+ri$ >@%

Cellular System
Mo,i$e +(ones sen" an" re)eive ra"io si&na$s s'a'ions !i''e" i'( an- n#.,er o! )e$$ si'e ,ase

i'( .i)ro ave an'ennas% T(ese si'es are #s#a$$- .o#n'e" on a 'o er1

+o$e or ,#i$"in&1 $o)a'e" '(ro#&(o#' +o+#$a'e" areas1 '(en )onne)'e" 'o a )a,$e" )o..#ni)a'ion ne' ork an" s i')(in& s-s'e.% T(e +(ones (ave a $o *+o er 'rans)eiver '(a' 'rans.i's voi)e an" "a'a 'o '(e neares' )e$$ si'es1 nor.a$$- no' .ore '(an A 'o ?> k. (a++ro/i.a'e$- F 'o A .i$es3 a a-% W(en '(e .o,i$e +(one or "a'a "evi)e is '#rne" on1 i' re&is'ers i'( '(e .o,i$e 'e$e+(one e/)(an&e1 or s i')(1 i'( i's

#ni8#e i"en'i!iers1 an" )an '(en ,e a$er'e" ,- '(e .o,i$e s i')(

(en '(ere is an

in)o.in& 'e$e+(one )a$$% T(e (an"se' )ons'an'$- $is'ens !or '(e s'ron&es' si&na$ ,ein& re)eive" !ro. '(e s#rro#n"in& ,ase s'a'ions1 an" is a,$e 'o s i')( sea.$ess$- ,e' een

si'es% As '(e #ser .oves aro#n" '(e ne' ork1 '(e E(an"o!!sE are +er!or.e" 'o a$$o '(e "evi)e 'o s i')( si'es i'(o#' in'err#+'in& '(e )a$$% Ce$$ si'es (ave re$a'ive$- $o * a''s3 ra"io 'rans.i''ers (i)( ,roa")as' '(eir +resen)e

+o er (o!'en on$- one or ' o

an" re$a- )o..#ni)a'ions ,e' een '(e .o,i$e (an"se's an" '(e s i')(%

T(e s i')( in '#rn )onne)'s '(e )a$$ 'o ano'(er s#,s)ri,er o! '(e sa.e +rovi"er or 'o '(e +#,$i) 'e$e+(one ne' ork1

ire$ess servi)e

(i)( in)$#"es '(e ne' orks o! o'(er i'( e/is'in&

ire$ess )arriers% Man- o! '(ese si'es are )a.o#!$a&e" 'o ,$en" environ.en's1 +ar'i)#$ar$- in s)eni) areas%

T(e "ia$o&#e ,e' een '(e (an"se' an" '(e )e$$ si'e is a s'rea. o! "i&i'a$ "a'a '(a' in)$#"es "i&i'i9e" a#"io (e/)e+' !or '(e !irs' &enera'ion ana$o& ne' orks3% T(e 'e)(no$o&- '(a' a)(ieves '(is "e+en"s on '(e s-s'e. (as a"o+'e"% T(e 'e)(no$o&ies are &ro#+e" ,- &enera'ion% T(e !irs'*&enera'ion s-s'e.s s'ar'e" in ?BDB i'( Ja+an1 are a$$ ana$o& an" in)$#"e AMPS an" NMT% Se)on"*&enera'ion (i)( '(e .o,i$e +(one o+era'or

s-s'e.s1 s'ar'e" in ?BB? in 2in$an"1 are a$$ "i&i'a$ an" in)$#"e GSM1 CDMA an" TDMA%

T(e na'#re o! )e$$#$ar 'e)(no$o&- ren"ers .an- +(ones v#$nera,$e 'o :)$onin&:L an-'i.e a )e$$ +(one .oves o#' o! )overa&e (!or e/a.+$e1 in a roa" '#nne$31 (en '(e si&na$ is

re*es'a,$is(e"1 '(e +(one sen"s o#' a :re*)onne)': si&na$ 'o '(e neares' )e$$*'o er1 i"en'i!-in& i'se$! an" si&na$in& '(a' i' is a&ain rea"- 'o 'rans.i'% Wi'( '(e +ro+er e8#i+.en'1 i':s +ossi,$e 'o in'er)e+' '(e re*)onne)' si&na$ an" en)o"e '(e "a'a i' )on'ains in'o a :,$ank: +(one ** in a$$ res+e)'s1 '(e :,$ank: is '(en an e/a)' "#+$i)a'e o!

'(e rea$ +(one an" an- )a$$s .a"e on '(e :)$one: a))o#n'%

i$$ ,e )(ar&e" 'o '(e ori&ina$

T(ir"*&enera'ion (>G3 ne' orks ,e&an in Ja+an in ;@@?% T(e- are a$$ "i&i'a$1 an" o!!er (i&(*s+ee" "a'a a))ess in a""i'ion 'o voi)e servi)es an" in)$#"e W*CDMA (kno n a$so as UMTS1 an" CDMA;@@@ EJ*DO% C(ina i$$ $a#n)( a '(ir" &enera'ion

'e)(no$o&- on '(e TD*SCDMA s'an"ar"% O+era'ors #se a .i/ o! +re"es'ina'e" !re8#en)- ,an"s "e'er.ine" ,- '(e ne' ork re8#ire.en's an" $o)a$ re&#$a'ions%

Cellular net%2r/

A cellular net%2r/ is a ra"io ne' ork .a"e #+ o! a n#.,er o! radi2 cells (or 0#s' cells3 ea)( serve" ,- a' $eas' one !i/e"*$o)a'ion 'rans)eiver kno n as )e$$ si'e or ,ase s'a'ion% T(ese )e$$s )over "i!!eren' $an" areas 'o +rovi"e ra"io )overa&e over a i"er area '(an '(e area o! one )e$$1 so '(a' a varia,$e n#.,er o! +or'a,$e 'rans)eivers )an ,e #se" in an- one )e$$ an" .ove" '(ro#&( .ore '(an one )e$$ "#rin& 'rans.ission% Ce$$#$ar ne' orks o!!er a n#.,er o! a"van'a&es over a$'erna'ive so$#'ionsL

in)rease" )a+a)i'-

re"#)e" +o er #sa&e

$ar&er )overa&e area

re"#)e" in'er!eren)e !ro. o'(er si&na$s

An e/a.+$e o! a si.+$e non*'e$e+(one )e$$#$ar s-s'e. is an o$" 'a/i "river:s ra"io s-s'e. (ere '(e 'a/i )o.+an- (as severa$ 'rans.i''ers ,ase" aro#n" a )i'- '(a' )an

)o..#ni)a'e "ire)'$- i'( ea)( 'a/i%

M27ile $h2ne net%2r/s

T(e .os' )o..on e/a.+$e o! a )e$$#$ar ne' ork is a .o,i$e +(one ()e$$ +(one3 ne' ork% A .o,i$e +(one is a +or'a,$e 'e$e+(one (i)( re)eives or .akes )a$$s aves are #se" 'o

'(ro#&( a )e$$ si'e (,ase s'a'ion31 or 'rans.i''in& 'o er% Ra"io

'rans!er si&na$s 'o an" !ro. '(e )e$$ +(one% Lar&e &eo&ra+(i) areas (re+resen'in& '(e )overa&e ran&e o! a servi)e +rovi"er3 .a- ,e s+$i' in'o s.a$$er )e$$s 'o avoi" $ine*o!* si&(' si&na$ $oss an" '(e $ar&e n#.,er o! a)'ive +(ones in an area% In )i'ies1 ea)( )e$$ si'e (as a ran&e o! #+ 'o a++ro/i.a'e$- M .i$e1 (i$e in r#ra$ areasN '(e ran&e is

a++ro/i.a'e$- F .i$es% Man- 'i.es in )$ear o+en areas1 a #ser .a- re)eive si&na$s !ro. a )e$$ si'e ;F .i$es a a-% A$$ o! '(e )e$$ si'es are )onne)'e" 'o )e$$#$ar 'e$e+(one e/)(an&es Es i')(esE1 (i)( )onne)' 'o a +#,$i) 'e$e+(one ne' ork or 'o ano'(er

s i')( o! '(e )e$$#$ar )o.+an-%

As '(e +(one #ser .oves !ro. one )e$$ area 'o ano'(er )e$$1 '(e s i')( a#'o.a'i)a$$)o..an"s '(e (an"se' an" a )e$$ si'e (an"se'3 'o s i')( 'o a ne '(ro#&( '(e ne i'( a s'ron&er si&na$ (re+or'e" ,- ea)(

ra"io )(anne$ (!re8#en)-3% W(en '(e (an"se' res+on"s )e$$ si'e%

)e$$ si'e1 '(e e/)(an&e s i')(es '(e )onne)'ion 'o '(e ne

Wi'( CDMA1 .#$'i+$e CDMA (an"se's s(are a s+e)i!i) ra"io )(anne$%

T(e si&na$s are se+ara'e" ,- #sin& a +se#"o noise )o"e (PN )o"e3 s+e)i!i) 'o ea)( +(one% As '(e #ser .oves !ro. one )e$$ 'o ano'(er1 '(e (an"se' se's #+ ra"io $inks i'( .#$'i+$e )e$$ si'es (or se)'ors o! '(e sa.e si'e3 si.#$'aneo#s$-% T(is is kno n as Eso!' (an"o!!E ,e)a#se1 #n$ike "e!ine" +oin' i'( 'ra"i'iona$ )e$$#$ar 'e)(no$o&-1 '(ere is no one )e$$% Mo"ern .o,i$e +(one

(ere '(e +(one s i')(es 'o '(e ne

ne' orks #se )e$$s ,e)a#se ra"io !re8#en)ies are a $i.i'e"1 s(are" reso#r)e% Ce$$*si'es an" (an"se's )(an&e !re8#en)- #n"er )o.+#'er )on'ro$ an" #se $o +o er

'rans.i''ers so '(a' a $i.i'e" n#.,er o! ra"io !re8#en)ies )an ,e si.#$'aneo#s$- #se" ,- .an- )a$$ers i'( $ess in'er!eren)e% Sin)e a$.os' a$$ .o,i$e +(ones #se )e$$#$ar

'e)(no$o&-1 in)$#"in& GSM1 CDMA1 an" AMPS (ana$o&31 '(e 'er. E)e$$ +(oneE is #se" in'er)(an&ea,$i'( E.o,i$e +(oneE% Ho ever1 sa'e$$i'e +(ones are .o,i$e +(ones i'( a &ro#n"*,ase" )e$$#$ar 'o er1 ,#' .a- "o so

'(a' "o no' )o..#ni)a'e "ire)'$in"ire)'$- ,- a- o! a sa'e$$i'e%

O$" s-s'e.s +re"a'in& '(e )e$$#$ar +rin)i+$e .a- s'i$$ ,e in #se in +$a)es% T(e .os' no'a,$e rea$ (o$"*o#' is #se" ,- .an- a.a'e#r ra"io o+era'ors (o .ain'ain +(one +a')(es in '(eir )$#,s: JH2 re+ea'ers%

B)SE T+)NSCIE3E+ ST)TION

) ty$ical GSM 7ase stati2n A ,ase 'rans)eiver s'a'ion or )e$$ si'e (BTS3 is a +ie)e o! e8#i+.en' '(a' !a)i$i'a'es ire$ess )o..#ni)a'ion ,e' een #ser e8#i+.en' (UE3 an" a ne' ork% UEs are "evi)es $ike .o,i$e +(ones ((an"se's31 WLL +(ones1 )o.+#'ers i'( ire$ess in'erne'

)onne)'ivi'-1 Wi2i an" WiMAO &a"&e's e')% T(e ne' ork )an ,e '(a' o! an- o! '(e ire$ess )o..#ni)a'ion 'e)(no$o&ies $ike GSM1 CDMA1 WLL1 WAN1 Wi2i1 WiMAO e')% BTS is a$so re!erre" 'o as '(e ra"io ,ase s'a'ion (RBS31 no"e B (in >G Ne' orks3 or1 si.+$-1 '(e ,ase s'a'ion (BS3% 2or "is)#ssion o! '(e LTE s'an"ar" '(e a,,revia'ion eNB !or en(an)e" no"e B is i"e$- #se"%

BTS in Mo,i$e Co..#ni)a'ion

A GSM BTS ne' ork is .a"e #+ o! '(ree s#,s-s'e.sL

P T(e Mo,i$e S'a'ion (MS3

P T(e Base S'a'ion s#,s-s'e. (BSS3 K )o.+risin& a BSC an" severa$ BTSs

P T(e Ne' ork an" S i')(in& S#,s-s'e. (NSS3 K )o.+risin& an MSC an" asso)ia'e" re&is'ers% T(o#&( '(e 'er. BTS )an ,e a++$i)a,$e 'o an- o! '(e s'an"ar"s1 i' is &enera$$- an" )o..on$- asso)ia'e" ire$ess )o..#ni)a'ion

i'( .o,i$e )o..#ni)a'ion

'e)(no$o&ies $ike GSM an" CDMA% In '(is re&ar"1 a BTS !or.s +ar' o! '(e ,ase s'a'ion s#,s-s'e. (BSS3 "eve$o+.en's !or s-s'e. .ana&e.en'% I' .a- a$so (ave e8#i+.en' !or en)r-+'in& an" "e)r-+'in& )o..#ni)a'ions1 s+e)'r#. !i$'erin& 'oo$s (,an" +ass !i$'ers3 e')% an'ennas .a- a$so ,e )onsi"ere" as )o.+onen's o! BTS in &enera$ sense as '(e- !a)i$i'a'e '(e !#n)'ionin& o! BTS%

T-+i)a$$- a BTS

i$$ (ave severa$ 'rans)eivers (TROs3

(i)( a$$o

i' 'o serve severa$

"i!!eren' !re8#en)ies an" "i!!eren' se)'ors o! '(e )e$$ (in '(e )ase o! se)'orise" ,ase s'a'ions3% A BTS is )on'ro$$e" ,- a +aren' ,ase s'a'ion )on'ro$$er via '(e ,ase s'a'ion )on'ro$ !#n)'ion (BC23% T(e BC2 is i.+$e.en'e" as a "is)re'e #ni' or even in)or+ora'e" in a TRO in )o.+a)' ,ase s'a'ions%

T(e BC2 +rovi"es an o+era'ions an" .ain'enan)e (O4M3 )onne)'ion 'o '(e ne' ork .ana&e.en' s-s'e. (NMS31 an" .ana&es o+era'iona$ s'a'es o! ea)( TRO1 as e$$ as so!' are (an"$in& an" a$ar. )o$$e)'ion% T(e ,asi) s'r#)'#re an" !#n)'ions o! '(e BTS re.ains '(e sa.e re&ar"$ess o! '(e ire$ess 'e)(no$o&ies%

Intrestin0 ,acts

Intrestin0 ,acts

There are 8 milli2n BSNL m27ile c2nnecti2ns in r#ra$ T(ere are ; .i$$ion BSNL .o,i$e )onne)'ions in r#ra$ In"ia(a re)or"1 no o'(er )onne)'ion is as !a.o#s as ,sn$ In"ia (a re)or"1 no o'(er )onne)'ion is as !a.o#s as ,sn$ in r#ra$ areas3in r#ra$ areas3

BSNL s#++$ies +(one $ines 'o a$$ o'(er ne' ork s#)( asBSNL s#++$ies +(one $ines 'o a$$ o'(er ne' ork s#)( as Air'e$1Jo"a!one e')% Air'e$1 Jo"a!one e')%

BSNL is '(e on$- ne' ork (i)( o!!ers ,roa",an" BSNL is '(e on$- ne' ork (i)( o!!ers ,roa",an" )onne)'ions%

More '(an F@= o! '(e in'erna'iona$ )a$$s )o.in& 'o In"ia1#se Re$ian)e ne' ork% Lar&es' +an In"ia )overa&e*over ??@@@ 'o ns 4 > $ak( vi$$a&es%

In"iaIs No% ? ire$ess servi)e +rovi"er i'( .ore '(an F@.i$$ion )#s'o.ers% An in)re"i,$e s+ee" o! ;.,+s is on$- o!!ere" ,- BSNL

3isi2n4 Missi2n . O79ective 21 BSNL

JISION

To ,e)o.e '(e $ar&es' 'e$e)o. Servi)e Provi"er in So#'( Eas' AsiaG

MISSION

i% To +rovi"e a!!or"a,$e +ri)e%

or$" )$ass S'a'e*o!*ar' 'e)(no$o&- 'e$e)o. servi)es on "e.an" a'

ii% To +rovi"e or$" )$ass 'e$e)o. in!ras'r#)'#re 'o"eve$o+ '(e )o#n'r-:s e)ono.-% OBJECTIJES

P To ,e a Lea" Te$e)o. Servi)es Provi"er% PB#i$" )#s'o.ers )on!i"en)e '(ro#&( 8#a$i'- an"re$ia,$e servi)e% PProvi"e Ban" i"'( on "e.an"%

C2ntri7ute t2%ards!

i% Na'iona$ P$an Tar&e' o! ;F@ .i$$ion s#,s)ri,er ,ase !or '(e )o#n'r- ,- De)e.,er ;@@D% ii% Broa",an" )#s'o.ers ,ase o! ;@ .i$$ion in '(e )o#n'r- ,- ;@?@ as +er Broa",an" Po$i)- ;@@<% iii% Te$e+(one in a$$ vi$$a&es% iv% I.+$e.en'a'ion o! Tri+$e +$a- as a re&#$ar )o..er)ia$ +ro+osi'ion%

BSNL SE+3ICES

BSNL SE+3ICES
BSNL L)N LINE
PHONE PLUS SERJICE

NEW TELEPHONE CONNECTION

PERMANENT CONNECTION

CONCESSION IN RENTALS

SHI2T O2 TELEPHONE

TRANS2ER O2 TELEPHONE

TELEPHONE TARI22

BSNL MOBILE

POSTPAID

PREPAID

UNI2IED MESSAGING

GPRSGWAPGMMS

DEMOs

TARI22

SMS 4 BULK SMS

BSNL WLL
INTERNET SERJICES

NETWORK

T6PES O2 ACCESS

UNI2IED MESSAGING

GPRSGWAPGMMS

SMS 4 BULK SMS

WLL MOBILE

INTERNET

BROADBAND

WI*2I

CO*LOCATION SERJICE

WEB HOSTING

INTERNET TARI22

SANCHARNET

SMS4 BULK SMS

BROADBAND (DATAONE3

REGISTER ONLINE

MPLS JPN

ISDN

ISDN

LEASED LINE

LEASED LINE

INTELLIGENT NETWORK

2REE PHONE SERJICE

PREMIUM RATE SERJICE

O+G)NIS)TION)L C')+T

Or0ani:ati2nal chart

Telecom Civil Central Zone was created at Lucknow in June 1990 headed by Chief Engineer Civil!" The Zone was res#onsible for civil works of two states i"e" $ttar %radesh and &adhya %radesh" Later on' a se#arate CE civil! #ost was created in (ho#al for &adhya %radesh in 199)"The #ost of CE was u#graded as %CE and then after a se#arate CE #ost was created at *ehradun in 1999 for $ttaranchal and in +00+ at &eerut for ,est $ %" This Telecom Civil $ % ' catering to the communication need of $% East Zone looks after all the Civil ,orks of *e#artment of Telecom in the East Zone of $ttar %radesh" -ollowing Telecom Civil Circles are under the control of the .one"

Telecom Civil Circle, Lucknow Telecom Civil Circle, Varanasi Telecom Civil Circle, Kanpur

,ithin this /urisdiction there are )0 revenue *istt"' 0+ 112s and 133 1*CC in $% East"

Organisation

The 4ffice of Chief Engineer Civil! has one EE 56!' one EE %7*!' seven 1*E %7*! 7 one 14" The financial advice is #rovided by a -inance officer of Chief 2ccount 4fficer rank " -or increase in use of 5indi in official work' the 5indi Translator is #rovided" There are three field civil circles as mentioned above" There are four field Civil *ivisions under Telecom Civil Circle' Lucknow and two each under Telecom Civil Circles at 8an#ur 7 9aranasi" The organisation chart is enclosed herewith"

*+) EE* GOEL

ORGANISATIONAL STRUCTURE B.K.GUPTA +#S#C')U ')+" )#K#+)M B#K#

E#E# &';) F.O.
EE &*. ) LKO

)#K#+)M
SE &C) 3NS

ASHOK KUMAR *+)MO KUM)+ )#K#SING' CHIEF ENGINEER (CIVIL) LUCKNOW S E &*. )
S#O% S#S#GU*T) S E&)dmn)
)KS')"B)T MIS'+)

)G)+W)L SE &C) KN* SE &C) LKO

S E &*. ) #K# *)+W)NI S E &COM*) K#S#N)+3I S E &*.M) L)<M)N *+)S) 'IN I T+)NS# S E&*. ) M#L#3E+M) S E &*. ) S)TIS' KUM)+ S E &*. )

SE &C)4LUCKNOW B%K%AGARWAL EE1 (P4D3 J%K%MEHRA EE1 TCD*I LUCKNOW RAMESH KUMAR SDE*I LUCKNOW J%K%AR6A SDE*II LUCKNOW RAJIBHATIA SDE KAISERBAGH N%C%JAIN SDE LAPLACE ABRAR AHMED SDE JIBHUTI KHAND J%K%AR6A EE1 TCD*II LUCKNOW JAGDISH PRASAD SDE*III LUCKNOW B%K%PANDE6 SDE*IJ LUCKNOW BS%BAGGA SDE LAKHIMPUR M%N%SINGH SDE HARDOI RAM KHILARI EE1 TCD BARABANKI P%P% SRIJASTAJA SDE BARABANKI EE1 TCD ALLAHABAD M%M%KHANDURI SDE*I ALLAHABAD A%K%PANDE6 SDE*I ALLAHABAD U%C%TRIPATHI SDE*III ALLAHABAD A%K%PANDE6 SDE JAUNPUR
BASANT SINGH

S.C.AGARWAL
SDE (P4D3 A%K%TRIPATHI SDE (P4D3 J%K%SRIJASTAJA

SDE (P4A3

ALOK SONWANI

SDE BAHRAICH A%S%CHANDEL SDE 2AIQABAD M%R%GUPTA

SE &C)4 K)N*U+ A%K%RAM

EE1TCD*I1 KANPUR A%K%SRIJASTAJA

SDE (P4A3 A%K%MEHRA

EE1 TCD*II1 KANPUR NARENDRA KUMAR

SDE*I KANPUR PRADEEP KUMAR

SDE (P4D3*I BHAGWANDEEN

SDE*II KANPUR M%U%KHAN

SDE*III KANPUR D%N%6ADAJ SDE JHANSI 6ASWANT RAO

SDE (P4D3*II ASHOK KUMAR*I

SDE*IJ KANPUR C%S%GUPTA

SDE (P4D3*III S%K%JERMA

SDE HAMIRPUR RAJESH GUPTA SDE 2ATEHPUR M%U%KHAN

SDE 2ARRUKHABAD RAJEEJ RAIQADA SDE1 ETAWAH RAJEEJ RAIQADA

SDE BANDA KAILASH CHANDRA

40

SE &C)4 3)+)N)SI A%K%RAM SDE (P4A3 A%K%SRIJASTAJA SDE (P4D3 SDE*I1 JARANASI JAGDISH PRASAD A%K%SRIJASTAJA SDE*II1 JARANASI SDE*I1 GORAKHPUR S%C%JERMA SDE PADRAUNA S%N%MISHRA SDE BASTI S%K%JERMA SDE DEORIA S%K%SRIJASTAJA SI6A RAM SDE (P4D3 As(ok K#.ar*II

EE1 TCD1 JARANASI PANKAJ MISHRA

EE1 TCD1 GORAKHPUR ALOK KR% SRIJASTAJA

R%P%SINGH
SDE1 AQAMGARH MOOL CHAND SDE1 BALLIA JAGDISH PRASAD SDE MIRQAPUR I%P%S%6ADAJ

41

Territorial Jurisdiction of Civil Circles/Divisions

=#
Sl# N2# ) ? ; < B ? ; > < C ? ; > < ? ; >

Telec2m Civil Circle! Luc/n2%

SS)s under 9urisdicti2n 21 Civil ivisi2ns TC >I4 Luc/n2% L#)kno Rae*,are$i S#$'an+#r TC >II4 Luc/n2% Lak(i.+#r Si'a+#r Har"oi S(a(0a(an+#r TC >Bara7an/i Bara,anki Be(rai)( Gon"a 2ai9a,a" TC >)llaha7ad A$$a(a,a" Ja#n+#r Pra'a+&ar( SS) 'E) S PGMTD ** ** ** ** ** ** ** ** ** GMTD GMTD ** ** ** TDM TDM TDM TDM TDM TDM TDM TDM TDM ** ** TDM TDM
+evenue istts# C2vered

Lko Rae*,are$i S#$'an+#r Lak(i.+#r Si'a+#r Har"oi S(a(0a(an+#r Bara,anki1 Be(rai)(1 Sra as'i Ba$ra.+#r1 Gon"a A.,e"kar Na&ar1 2ai9a,a" A$$a(a,a"1 Ka#s(a.,(i Ja#n+#r Pra'a+&ar(

8#
Sl# N2# ) ? ; > < F C B ? ; > <

Telec2m Civil Circle! Kan$ur

SS)s under 9urisdicti2n 21 Civil ivisi2ns TC >I4 Kan$ur Kan+#r J(ansi Orai (Ja$a#n3 E'a a( Main+#ri 2arr#k(a,a" TC >II4 Kan$ur Kan+#r 2a'e(+#r Ha.ir+#r Unnao SS) 'E) S GMTD GMTD ** ** ** ** GMTD ** ** ** ** ** TDM TDM TDM TDM ** TDM TDM TDM
+evenue istts# C2vered

Kan+#r De(a' J(ansi1 La$i'+#r Ja$a#n E'a a(1 A#rai-a Main+#ri 2#rrk(a,a"1 Kanna#0 Kan+#r1 Kan+#r De(a' 2a'e(+#r Ha.ir+#r1 Ma(o,a Unnao

42

Ban"a

**

TDM

Ban"a1 Sa(#0iMa(ara0na&ar

?#
Sl# N2# ) ? ; > < F B ? ; > <

Telec2m Civil Circle! 3aranasi

SS)s under 9urisdicti2n 21 Civil ivisi2ns TC 4 3aranasi Jaranasi Mir9a+#r Ba$$ia G(a9i+#r A9a.&ar( TC >G2ra/h$ur Gorak(+#r Ma# Bas'i Deoria SS) 'E) S GMTD ** ** ** GMTD GMTD ** ** ** ** TDM TDM TDM ** ** TDM TDM TDM
+evenue C2vered istts#

B(a"oi1 C(an"o$i1Jaranasi Mir9a+#r1 Son,(a"ra Ba$$ia G(a9i+#r A9a.&ar( Gorak(+#r1 Ma(ara0&an0 Ma# Bas'i1 Si""ar'(na&ar1 San' Ka,ir Na&ar Deoria1 Pa"ra#na

43

The financial advice is #rovided by " 1" There are 0 field Civil Circles in this .one" Three circles are as listed above who carry out works of $"%"East Telecom Circle" Strength of Staff ( As on 22 !" 2!!#$ S% &articulars Senior A)ministrative +ra)e (Chief 'ngineer$ -unior A)ministrative +ra)e (Superinten)ing 'ngineer$ Senior Time Scale ('/ecutive 'ngineer0Chief Account Officer$ +roup45 2 -unior Time Scale (Su* 6ivisional 'ngineer$ +roup45 (AO0-AO0SO0A6T0 ASSTT0&S0&A0ST'%O +r49$ -unior Telecom Officer (Civil$ +roup C inclu)ing plum*er, Carpenter, ;ason +roup 6 ;aintenance staff e/clu)ing plum*er, Carpenter, ;ason Total 'ast ( & Sanctione) !, !. ,, ''1s 2 , CAO 7. ., #7 ,:. #, 3# 3"" Availa*le !, !. ,, ''1s 2 , CAO 38 ,! 7# ,!8 .: 2# .!:

1
2 . 3 7 : " # 8

44

C2m$any ' + *2licy

?3 Se$e)'ion 4Re)r#i'.en' ;3 Mo'iva'ion% >3 Trainin&% <3 Wa&e 4 Sa$ar-% F3 Per!or.an)e a++raisa$

SELECTION . +ECU+ITMENT
SOU+CES O, +EC+UITMENT E@ternal s2urces!>
AMana0ement c2nsultant A)dvertisement AMana0ement institute A+ec2mendentai2n A e$utati2n $ers2nnel

45

Selecti2n $r2cess!>
A(27 analysis AInitial screenin0 A)$$licati2n 7an/ ATest AIntervie% A+e1erence chec/ AMedical 1inal and 927 211er

46

MOTI3)TION!>

T(e 0o, o! a .ana&er in '(e

ork+$a)e is 'o &e' '(in&s "one '(ro#&( e.+$o-ees% To

"o '(is '(e .ana&er s(o#$" ,e a,$e 'o .o'iva'e e.+$o-ees% B#' '(a':s easier sai" '(an "oneR Mo'iva'ion +ra)'i)e an" '(eor- are "i!!i)#$' s#,0e)'s1 'o#)(in& on severa$ "is)i+$ines% In s+i'e o! enor.o#s resear)(1 ,asi) as e$$ as a++$ie"1 '(e s#,0e)' o! .o'iva'ion is

no' )$ear$- #n"ers'oo" an" .ore o!'en '(an no' +oor$- +ra)'i)e"% To #n"ers'an" .o'iva'ion one .#s' #n"ers'an" (#.an na'#re i'se$!% An" '(ere $ies '(e +ro,$e.R In B%S%N%L as e a$$ kno '(a' i'Is a &overn.en' or&ani9a'ion so '(e- no' &ive s#)( i'(o#'

.o'iva'iona$ +a)ka&e

(i)( an e.+$o-ee &e' in +riva'e or&ani9a'ion %B#'

.o'iva'ion +a)ka&e no e.+$o-ee &ive '(eir .a/i.#. 'o '(e or&ani9a'ion %so.e .o'iva'iona$ +a)ka&e (i)( B%S%N%L &ive '(ere e.+$o-ee isL* 2ree 'e$e+(one !a)i$i'Pro.o'ion Trans!er Ti.e 'o 'i.e revision o! +a- s)a$e Cen'ra$ &overn.en' !a)i$i'S#ar'er !or $eavin& Goo" orkin& environ.en'

47

Em$l2yee Trainin0!>

E.+$o-ee 'rainin& is '(e +$anne" e!!or' o! an or&ani9a'ion 'o (e$+ e.+$o-ees $earn '(e 0o, re$a'e" ,e(avio#rs an" ski$$s '(e- i$$ nee" 'o "o '(eir 0o, +ro+er$-% I' is a se' o! +$anne" a)'ivi'ies '(a' '(e or&ani9a'ion i$$ (ave '(eir e.+$o-ees )o.+$e'e in

or"er 'o in)rease '(eir 0o, kno $e"&e an" ski$$s an" 'o (ave '(e. &e' a))#s'o.e" 'o '(e a''i'#"es an" so)ia$ a'.os+(ere o! '(e )o.+an-% I' i$$ (e$+ '(e e.+$o-ee 'o ,e

!a.i$iar i'( '(e &oa$s o! '(e or&ani9a'ion an" '(e 0o, re8#ire.en's% T(ere are '-+i)a$ s'e+s '(a' &o in'o a 'rainin& +ro&ra.% T(ese are o#'$ine" ,e$o % ?3 C2nduct Needs )ssessment: A nee" is "es)ri,e" as a E&a+E ,e' een nee"e" no (a' is )#rren'$- kno n an" (a' i$$ ,e (a' an

an" in '(e !#'#re% T(ese &a+s in kno $e"&e )o#$" ,e ,e' een (a' a)'#a$$- "oes1 (o

or&ani9a'ion e/+e)'s 'o (a++en an" +er!or.in& on '(e 0o, an" (o

e.+$o-ees are

'(e or&ani9a'ion "esires '(e. 'o +er!or.1 an"

e/is'in& ski$$s an" "esire" ski$$ $eve$% In 2rder t2 c2nduct an assessment there are s2me analyses that must 7e d2ne# An or&ani9a'iona$ ana$-ses "e'er.ines '(e e!!e)'iveness o! an

or&ani9a'ion1

(ere 'rainin& is nee"e" an" #n"er

(a' )on"i'ions '(e

'rainin& i$$ ,e )on"#)'e"%

48

A 'ask ana$-sis is #se" 'o +rovi"e "a'a a,o#' a 0o, or &ro#+ o! 0o,s1 an" '(e kno $e"&e1 ski$$s1 a''i'#"es an" a,i$i'ies '(a' are nee"e" 'o a)(ieve o+'i.#. +er!or.an)e% T(is in!or.a'ion )an )o.e ro. 0o, "es)ri+'ions1 'ask ana$-ses1 e.+$o-ee 8#es'ionnaires an" in'ervie s1 +er!or.an)e eva$#a'ion1 an" o,serva'ion o! '(e ork+$a)e%

2ina$$- * +erson ana$-sis ana$-ses (o "oin& '(eir 0o, an" "e'er.ines an"

e$$ an in"ivi"#a$ e.+$o-ee is

(i)( s+e)i!i) e.+$o-ees nee" 'rainin&

(a' kin" o! 'rainin&% T(e .e'(o"s o! '(is kin" o! ana$-sis in)$#"e

e.+$o-ee 8#es'ionnaires an" in'ervie s1 +er!or.an)e eva$#a'ion1 ski$$ an" kno $e"&e 'es'in& an" '(e o,serva'ion o! ,e(avio#r an" res#$'s% 8) Im$lement Trainin0 Meth2ds! No '(a' '(e ana$-sis (as ,een "one1 '(e 'rainin& .e'(o" nee"s 'o ,e )(osen%

T(e ' o .os' !re8#en'$- #se" 'rainin& .e'(o"s in)$#"eL Le)'#reL Le)'#re invo$ves one* a- )o..#ni)a'ion1 !ro. ins'r#)'or 'o $earner * '(e $earner is +assive in '(e +ro)ess% On*'(e*0o,*'rainin&L T(is .e'(o" invo$ves s#)( .e'(o"s as a++ren'i)es(i+ an" .en'orin&1 (ere '(e e.+$o-ee is a)'ive$- en&a&e" in '(e '-+e o! ork '(e- i$$ $a'er ,e "oin& on '(eir o n% Pro&ra..e" ins'r#)'ionL T(is is a !or. o! ins'r#)'ion '(a' is +re* +ro&ra..e" an" '(en "e$ivere" .e'(o"o$o&i)a$$- 'o an in"ivi"#a$% T(is !or. o! ins'r#)'ion is se$!*+a)e" * '(e e.+$o-ee "e'er.ines (o !as' '(e-

i$$ $earn an" )o.+$e'e '(e s'e+s an" i' is o!'en )o.+$e'e" .ore 8#i)k$-

49

'(an &ro#+ 'rainin&% I' )an ,e "e$ivere" via a )o.+#'er an" )an ,e )os'$- 'o +re+are% ?) Trainin0 Evaluati2n! Trainin& eva$#a'ion is #se" 'o eva$#a'e '(e rea)'ions o! '(e $earners1 .eas#re '(e $earnin& '(a' o))#rre"1 assess on*'(e*0o, ,e(avio#rs1 i"en'i!- ,#siness res#$'s '(a' are "#e 'o '(e 'rainin& an" )a$)#$a'e i! '(e inves'.en' in 'rainin& (as (a" an- re'#rn in '(e &ains o! '(e )o.+an-% B#siness res#$'s )an ,e .eas#re" in E(ar"E "a'a an" Eso!'E "a'a% Har" "a'a are .eas#res o! +ro"#)'ivi'-1 8#a$i'-1 .a'eria$ )os's1 a,sen'eeis. an" '#rnover an" )#s'o.er sa'is!a)'ion% So!' "a'a is i'e.s s#)( as 0o, sa'is!a)'ion1 'ea. ork1 an" or&ani9a'iona$ )o..i'.en' on '(e +ar' o! '(e e.+$o-ees%

50

*er12rmance a$$raisal

*er12rmance a$$raisalL* IN '(e BSNL +er!or.an)e a++raisa$ "oesnI' +$a- a &rea' ro$e reason ,e(in" '(a' i'Is a &overn.en' or&ani9a'ion ,#' i'Is a i.+or'an' +ar' o! or&ani9a'ion% In BSNL ever- e.+$o-ee (as a servi)e ,ook e.+$o-er no' "o (is "#'(i)( is ri''en ,- (is senior i!

e$$ '(en (is senior .ark in (is servi)e re)or" ,ook

(i)( )rea'e +ro,$e. !or &a'in& +ro.o'ion e')% ?% *E+,O+M)NCE )**+)IS)L! > BSNL $i.i'e" !o$$o s "i!!eren' '-+es o! .e'(o" 'o eva$#a'e (is e.+$o-ee +er!or.an)e an" a))or"in&$- '(e- +rovi"e in)en'ives an" +erk 'o '(e. as e$$ as +ro.o'ion an" +a- rise% ITI a$so &e'

51

"one i's HR a#"i' "#rin& +erio" o! ;@@; 'o ;@@F o!!i)e a$on& i'( (ea" 8#a'ers%

(i)( in)$#"e" .an- o! i's

)udit 279ectives!> ;% T(e .an+o er +$annin& "one ,- '(e Co.+anO,0e)'ives% >% T(e Co.+an- ens#re" o+'i.#. "e+$o-.en' o! .an+o erN <% T(e Co.+an- in'ro"#)e" ne F% W(e'(er '(e- ere a"e8#a'eN C% We$$ "e!ine"1 !air an" 'rans+aren' )areer +ro&ression +o$i)ies an" +ra)'i)es Were in +$a)eN D% An e!!e)'ive +er!or.an)e .ana&e.en' s-s'e. as in +$a)eN A% T(e 'rainin& i.+ar'e" ,- '(e Co.+an- as e!!e)'iveN B% C$ear$- "e!ine" an" e!!e)'ive )on"#)' an" "is)i+$inar- r#$es ere in +$a)eN re)r#i'.en' +o$i)ies an" +ra)'i)es an" as a"e8#a'e 'o .ee' i's

52

W)GE . S)L)+"
Wa0es and Salary )dministrati2n!> In +riva'e or&anisa'ion e.+$o-ee &enera$$- &e'

.#)( .ore '(an '(a' an e.+$o-ee o! +#,$i) or&anisa'ion ,#' '(e "i!!eren)e )o.es in ,ene!i's '(a' +#,$i) e.+$o-ee re)eives% Des+i'e o! (#&e +ro!i'1 &oo" +#,$i) i.a&e1 ,es' a.on& PSU i' +a-s $ess 'o i's e.+$o-ee '(an o'(er PSU% I! e )o.+are i' i'( o'(er PSU in i's !ie$" $ike BSNL1 MTNL an" TCIL '(en a$so i's a&e ra'e is se' in )o.+arison i'( +ro!i'

a&e ra'e is $o % A))or"in& 'o ana$-s' '(e

earne" ,- )o.+an- an" a&e ra'e o! '(a' in"#s'r-% A!'er +a- revision so.e (ar" s'e+ (ere 'aken $ike1 Minimum %a0e rate %as 1i@ed 12r its em$l2yee# Di!!eren' a&e ra'e !or e/e)#'ive an" non e/e)#'ive e.+$o-ee% E.+$o-ee s as re'aine" 'o a &rea' e/'en'% Ann#a$ in)re.en'a$ ere !i/e" 'o F=% T(ere as in)re.en' in DA an" CCA()i'- )o.+ensa'ion a$$o an)e3%

53

Mar/etin0 strate0ies

54

Mar/etin0 strate0ies 21 BSNL

O#r visions ,e&in i'( o#r "esires% K

A#"re Lor"e W e a $ $ ( a v e s o . e v i s i o n s o ! o # r s e $ v e s a n " o # r ! # ' # r e 1 a n " '(a' vision )rea'es )onse8#en)es% More '(an an- o'(er !a)'or1 vision a!!e)'s '(e )(oi)es e .ake an" '(e ae s+ en" o#r

'i.e% Jisions "rive )onse8#en)es% Prin)i+$es "rive res#$'s%

Ke- is 'o ,ase vision on +rin)i+$es% * S'e+(en R Cove-% I' is 'r#e !or in"ivi"#a$s as e$$ as or&ani9a'ions% T(e s'ron&es' !or. o! vision G .o'iva'ion is 'o ,ase vision on W(a' Le&a)e an' 'o $eave%7 An" 'o a)(ieve i' e .#s' 'ake a +rin)i+$e" )en'ere" +a'(%

His'or- is !#$$ o! e/a.+$es '(a' .an- or&ani9a'ions (ave vanis(e" &ro n an" vanis( e"over ni&(' as '(eir +a'( 'o a)(ieve vision as no' ,ase" on +rin)i+$e" a-% Jision o! '(e or&ani9a'ion )an on$- ,e 'rans$a'e" in'o rea$i'-1 i! i' is s(are" ,- one an" a$$% T(e ,es' a- 'o i.+$e.en' is 'o invo$ve '(e. in !or.#$a'ion% B#' even i! i' is

)on)eive" ,- (i&(er .ana&e.en' '(en i' (as 'o ,e e/+$aine" 'o ea)( an" ever-

55

in"ivi"#a$ o! '(e or&ani9a'ion1 o'(er ise i' .a- re.ain as a s(o +ie)e% Marke'in& vision o! '(e BSNL (as 'o ,e ,ase" on overa$$ .ission an" vision o! '(e or&ani9a'ion%

T(e .ission o! BSNL isL

i%To +rovi"e

or$" )$ass S'a'e*o!*ar' 'e)(no$o&- 'e$e)o. servi)es on

"e.an" a' a!!or"a,$e +ri)e%

ii%To +rovi"e e)ono.-%

o r $ " ) $ a s s ' e $ e ) o . i n ! r a s ' r # ) ' # r e ' o " e v e $ o + ) o # n ' r -: s

An" '(e vision o! BSNL isi% To ,e)o.e '(e $ar&es' 'e$e)o. Servi)e Provi"er in So#'(eas' Asia% In "-na.i) environ.en' an-'(in& +er.anen' is 5CHANGE7% So an" revie e .#s' revise

so '(a' !o)#s is never $os'% S'ron& $ives are .o'iva'e" ,- "-na.i)

+#r+oses% *Kenne'( Hi$"e,ran"%

Services
BSNL +rovi"es a$.os' ever- 'e$e)o. servi)e in In"ia% 2o$$o in& are '(e .ain 'e$e)o. servi)es +rovi"e" ,- BSNLL

Universal Telec2m Services L 2i/e" ire$ine servi)es an" $an"$ine in $o)a$ $oo+ (WLL3 #sin& CDMA Te)(no$o&- )a$$e" 712ne an" Tarang res+e)'ive$-% As o! J#ne >@1 ;@?@1 BSNL (a" DF= .arke's(are o! !i/e" $ines%

Cellular M27ile Tele$h2ne Services L BSNL is .a0or +rovi"er o! Ce$$#$ar Mo,i$e Te$e+(one servi)es #sin& GSM +$a'!or. #n"er '(e ,ran" na.e Ce$$one 4

56

E/)e$ (BSNL Mo,i$e3% As o! J#ne >@1 ;@?@ BSNL (as ?>%F@= s(are o! .o,i$e 'e$e+(on- in '(e )o#n'r-%

WLL>C M) Tele$h2ne ServicesL BSNL:s WLL (Wire$ess in Lo)a$ Loo+3servi)e is a servi)e &ivin& ,o'( !i/e" $ine 'e$e+(on- 4 Mo,i$e 'e$e+(on-%

InternetL BSNL +rovi"es In'erne' a))ess servi)es '(ro#&( "ia$*#+ )onne)'ion (as San)(arne' '(ro#&( ;@@B3 as Pre+ai"1 (Ne'One3 as Pos'+ai" an" ADSL ,roa",an" (BSNL Broa",an"3% BSNL (e$" FF%DC= o! '(e .arke' s(are i'( re+or'e" s#,s)ri,er ,ase o! B%?B .i$$ion In'erne' s#,s)ri,ers i'( D%DB= o! &ro '( a' '(e en" o! Mar)( ;@?@ To+ ?; Dia$*#+ Servi)e +rovi"ers1 ,ase" on '(e s#,s)ri,er ,ase1 I' A$so Provi"es On$ine Ga.es via I's Ga.es on De.an" (GOD3

Intelli0ent Net%2r/ &IN)L BSNL o!!ers va$#e*a""e" servi)es1 s#)( as 2ree P(one Servi)e (2PH31 In"ia Te$e+(one Car" (Pre+ai" )ar"31 A))o#n' Car" Ca$$in& (ACC31 Jir'#a$ Priva'e Ne' ork (JPN31 Te$e*vo'in&1 Pre.i#. Rae Servi)e (PRM31 Universa$ A))ess N#.,er (UAN3%

?GLBSNL o!!ers '(e :>G: or '(e:>r" Genera'ion: servi)es (i)( in)$#"es !a)i$i'ies $ike vi"eo )a$$in&1.o,i$e ,roa",an"1 $ive TJ1 >G Ji"eo +or'a$1 s'rea.in& servi)es $ike on$ine !#$$ $en&'( .ovies an" vi"eo on "e.an" e')%

I*T3LBSNL a$so o!!ers '(e :In'erne' Pro'o)o$ Te$evision: !a)i$i'- (i)( ena,$es a')( 'e$evision '(ro#&( in'erne'%

,TT'L2i,re To T(e Ho.e !a)i$i'- '(a' o!!ers a (i&(er ,an" i"'( !or "a'a 'rans!er% T(is i"ea as +ro+ose" on +os'*De)e.,er ;@@B%

'el$des/L BSNL:s He$+"esk (He$+"esk3 +rovi"e (e$+ "esk s#++or' 'o '(eir )#s'o.ers !or '(eir servi)es%

57

332I*L BSNL1 a$on& i'( Sai In!os-s'e. * an In!or.a'ion an" Co..#ni)a'ion Te)(no$o&ies (ICTs3 +rovi"er * (as $a#n)(e" Joi)e an" Ji"eo Over In'erne' Pro'o)o$ (JJoIP3% T(is i$$ a$$o 'o .ake a#"io as e$$ as vi"eo )a$$s 'o an-

$an"$ine1 .o,i$e1 or IP +(one an- (ere in '(e or$"1 +rovi"e" '(a' '(e re8#isi'e vi"eo +(one e8#i+.en' is avai$a,$e a' ,o'( en"s% TBU

WiMa@L BSNL (as in'ro"#)e" In"ia:s !irs' <'( Genera'ion Hi&(*S+ee" Wire$ess Broa",an" A))ess Te)(no$o&- i'( '(e .ini.#. s+ee" o! ;FCk,i'Gs% T(e !o)#s o! '(is servi)e is .ain$- r#ra$ )#s'o.er (ere '(e ire" ,roa",an" !a)i$i'- is no' avai$a,$e%

)dministrative units
BSNL is "ivi"e" in'o a n#.,er o! a".inis'ra'ive #ni's 'er.e" as 'e$e)o. )ir)$es1 .e'ro "is'ri)'s1 +ro0e)' )ir)$es an" s+e)ia$i9e" #ni's1 as .en'ione" ,e$o L

Telec2m Circles in India

An"a.an 4 Ni)o,ar Te$e)o. Cir)$e Do,as+e' Ta.i$ Na"# Te$e)o. Cir)$e J(ark(an" Te$e)o. Cir)$e Bi(ar Te$e)o. Cir)$e An"(ra Pra"es( Te$e)o. Cir)$e Assa. Te$e)o. Cir)$e

58

C((a''is&ar( Te$e)o. Cir)$e Gu9arat Te$e)o. Cir)$e Har-ana Te$e)o. Cir)$e Hi.a)(a$ Pra"es( Te$e)o. Cir)$e Ja..# 4 Kas(.ir Te$e)o. Cir)$e J(ark(an" Te$e)o. Cir)$e Karna'aka Te$e)o. Cir)$e Kera$a Te$e)o. Cir)$e Ma"(-a Pra"es( Te$e)o. Cir)$e Ma(aras('ra Te$e)o. Cir)$e Nor'( Eas'*I Te$e)o. Cir)$e Nor'( Eas'*II Te$e)o. Cir)$e Orissa Te$e)o. Cir)$e P#n0a, Te$e)o. Cir)$e Ra0as'(an Te$e)o. Cir)$e U''ran)(a$ Te$e)o. Cir)$e U''ar Pra"es( Eas' Te$e)o. Cir)$e U''ar Pra"es( Wes' Te$e)o. Cir)$e Wes' Ben&a$ Te$e)o. Cir)$e

59

Metr2 istricts

Ko$ka'a C(ennai

*r29ect Circles

Eas'ern Te$e)o. Pro0e)' Cir)$e Wes'ern Te$e)o. Pro0e)' Cir)$e Nor'(ern Te$e)o. Pro0e)' Cir)$e So#'(ern Te$e)o. Pro0e)' Cir)$e IT Pro0e)' Cir)$e1 P#ne

B Maintenance +e0i2n

Eas'ern Te$e)o. Re&ion Wes'ern Te$e)o. Re&ion Nor'(ern Te$e)o. Re&ion So#'(ern Te$e)o. Re&ion

*r2ducti2n Units

Te$e)o. 2a)'or-1 M#.,ai

60

Te$e)o. 2a)'or-1 Ja,a$+#r Te$e)o. 2a)'or-1 Ri)((ai Te$e)o. 2a)'or-1 Ko$ka'a Te$e)o. 2a)'or-1Noi"a

C(a$$en&es

D#rin& '(e !inan)ia$ -ear ;@??*;@?; (!ro. A+ri$ ?1 ;@?? 'o Mar)( >?1 ;@?;3 BSNL (as a""e" A%? .i$$ion ne )#s'o.ers in vario#s 'e$e+(one servi)es 'akin& i's )#s'o.er

,ase 'o DF%B .i$$ion% BSNL:s neares' )o.+e'i'or B(ar'i Air'e$ is s'an"in& a' a )#s'o.er ,ase o! C;%> .i$$ion% Ho ever1 "es+i'e i.+ressive &ro '( s(o n ,- BSNL in re)en' 'i.es1 '(e 2i/e" $ine )#s'o.er ,ase o! BSNL is "e)$inin&% In or"er 'o oo ,a)k i's !i/e"*$ine )#s'o.ers BSNL (as ,ro#&(' "o n $on& "is'an)e )a$$in& ra'e #n"er One In"ia +$an1 (o ever1 '(e s#))ess o! '(e s)(e.e is no' kno n% Ho ever1 BSNL !a)es ,$eak !is)a$ ;@?;*;@?> as #sers !$ee Presen'$- '(ere is an in'ense )o.+e'i'ion in In"ian Te$e)o. se)'or an" vario#s Te$)os are ro$$in& o#' a''ra)'ive s)(e.es an" are +rovi"in& &oo" )#s'o.er servi)es% A))ess De!i)i' C(ar&es (ADC1 a $ev- ,ein& +ai" ,- '(e +riva'e o+era'ors 'o BSNL !or +rovi"e servi)e in non*$#)ra'ive areas es+e)ia$$- r#ra$ areas3 (as ,een s$as(e" ,- ;@= ,- T+)I %e%!% A+ri$ ?1 ;@@B%T(e re"#)'ion in ADC .a- (i' '(e ,o''o. $ines o!

BSNL%BSNL (as s'ar'e" >G servi)es in ;B@ )i'ies an" a)8#ire" .ore '(an C Lak( )#s'o.ers% I' (as +$anne" 'o ro$$ o#' >G servi)es in DC@ )i'ies a)ross '(e )o#n'r- in ;@?@*??%Broa",an" servi)es L T(e s(i!' in "e.an" !ro. voi)e 'o "a'a (as revo$#'ioni9e" '(e ver- na'#re o! '(e ne' ork% BSNL is +oise" 'o )as( on '(is

61

o++or'#ni'- an" (as +$anne" !or e/'ensive e/+ansion o! '(e Broa",an" servi)es% T(e Broa",an" )#s'o.er ,ase o! >%FC Mi$$ion )#s'o.er in Mar)(:;@@B is +$anne" 'o ,e in)rease" 'o ?C%@@ .i$$ion ,- Mar)( ;@?<% No ,sn$ is '(e #n"er 'o+ !ive 'e$e)o.

servi)e +rovi"er )o.+an- in In"ia% (en )o.+are" 'o o'(er 'e$e)o. )o.+anies '(e 8#a$i'- o! e.+$o-ees are no' sa'is!a)'or-% )#s'o.er orien'e"1 .ana&e.en' ski$$s are a$so +oor1 '(e in!$#ene)e o! #nions in '(e or&anisa'ion i$$ a$so a!!e)' '(e !#'#re o! ,sn$

What is Mar/etin0C
Nee"s1 Wan's an" De.an"s Pro"#)' an" Servi)e C(ara)'eris'i)s o! Servi)es Marke'in& Mi/ Marke'in& vs% Sa$es SWOT an" STP Ana$-sis Marke'in& S'ra'e&ies o! +ro"#)'s or

Marke'in& is '(e +er!or.an)e o! ,#siness a)'ivi'ies '(a' "ire)'s '(e !$o servi)es !ro.

+ro"#)er 'o )#s'o.ers or )ons#.ers% T(e +ro)ess o! +$annin& an" e/e)#'in& '(e )on)e+'ion1 +ri)in&1 +ro.o'ion1 an" "is'ri,#'ion o!

62

i"eas1 &oo"s1 an" servi)es 'o )rea'e e/)(an&es '(a' sa'is!- in"ivi"#a$ an" or&ani9a'iona$ &oa$s% 2or in'erna$ )ir)#$a'ion o! BSNL on$- Nee"s1 Wan's an"

De.an"s Nee"s LT(e .os' ,asi) )on)e+' #n"er$-in& .arke'in& is '(a' o! (#.an nee"s% T(e- in)$#"e ,asi) +(-si)a$ nee"s !or !oo"1 )$o'(in&1 ar.'( an" sa!e'-1 so)ia$

nee"s !or ,e$on&in& an" a!!e)'ions an" in"ivi"#a$ nee"s !or kno $e"&e an" se$! e/+ression% T(ese nee"s are no' inven'e" ,- .arke'ersN '(e- are a ,asi) +ar' o! '(e (#.an .ake #+% 2or in'erna$ )ir)#$a'ion o! BSNL on$- Nee"s1 Wan's an" De.an"s (Con'"%%3

Wan's LWan's are +ro"#)'s sa'is!-in& (#.an nee"s an" '(e- are s(a+e" ,- )#$'#re an" in"ivi"#a$ +ersona$i'-% A (#n&r- +erson in Bi(ar .i&(' .i&(' an' Ro'i1 in Wes' Ben&a$

an' Ri)e an" !or So#'( In"ian +eo+$e i' .a- ,e I"$i or Dos(a% Wan's are i$$ sa'is!- nee"s% 2or in'erna$ )ir)#$a'ion an's ,#'

"es)ri,e" in 'er.s o! +ro"#)'sGservi)es '(a'

o! BSNL on$- Nee"s1 Wan's an" De.an"sL Peo+$e (ave a$.os' #n$i.i'e" $i.i'e" reso#r)es% T(#s '(e-

an' 'o )(oose +ro"#)'s '(a' +rovi"e '(e .os' va$#e an" an's ,e)o.e "e.an"s%

sa'is!a)'ion !or '(eir .one-% W(en ,a)ke" ,- ,#-in& +o er1

BSNL Broa",an" an" Lease" Line Cir)#i' (as .ore "e.an" )o.+are" 'o o'(er o+era'orsI +ro"#)'% 2or in'erna$ )ir)#$a'ion o! BSNL on$-

63

Mar/etin0 Mi@
T(ere are s'an"ar" !o#r VPIs a++$i)a,$e !or Pro"#)'s% Servi)e Marke'in& re8#ire e/'ra '(ree1 'o'a$in& seven an" kno n 'o&e'(er as '(e e/'en"e" Marke'in& Mi/%2or in'erna$ )ir)#$a'ion o! BSNL% The Seven D*Es are !> Pro"#)' Pri)in& Pro.o'ion P$a)e Peo+$e Pro)ess P(-si)a$ Evi"en)e 2or in'erna$ )ir)#$a'ion o! BSNL on$Pro"#)' L Pro"#)' varie'-1 8#a$i'-1 "esi&n1 +a)ka&in&1 !ea'#res1 Bran" na.e1 Si9es1 Servi)es e')% K a ,#"$e o! ,ene!i's (i)( &ives a so$#'ion% Pri)in& L Lis' +ri)e1 Dis)o#n's1 A$$o an)es1 Pa-.en' Perio" e')%

64

Pro.o'ion L A"ver'isin&1 Persona$ se$$in&1 Sa$es Pro.o'ion1 P#,$i) re$a'ions1 Dire)' se$$in& e')% P$a)e L C(anne$s1 $o)a'ion1 inven'or-1 $o&is'i)s e')% 2or in'erna$ )ir)#$a'ion o! BSNL on$-

Peo+$e L C#s'o.er1 s#++$ier1 ven"or1 e.+$o-ees e')% Pro)ess L Ho o! +ro"#)'Gservi)e "e$iver-%

S'an"ar"i9a'ion1 )(e)k$is's e')% P(-si)a$ Evi"en)e L Looks o! C#s'o.er Servi)e Cen're1 Tes'i.onia$s1 De.ons'ra'ions

e')%2or in'erna$ )ir)#$a'ion o! BSNL on$Marke'in& Js% Sa$es Marke'in& an" Sa$es are o!'en sai" 'o ,e '(e si"es o! '(e sa.e )oin% Bo'( are in'erre$a'e"% Marke'in& ,rin&s '(e +eo+$e !or ar" !or +#r)(ase1 sa$es a)'#a$$- )onver's '(ese in'eres'e" +eo+$e in'o )#s'o.ers%2or in'erna$ )ir)#$a'ion o! BSNL on$Sa$es ,- )$osin& "ea$s1 .arke'in& ,- s#++or'in& sa$es an" in)reasin& ,ran" a areness%2or in'erna$ )ir)#$a'ion o! BSNL on$-

SWOT )nalysis
SWOT !>

65

S L S'ren&'( (HR1 Ne' ork1 C#s'o.er Re$a'ions e')%3 W LWeakness (P$annin&1 Min" se'#+1 CRM e')%3 O LO++or'#ni'ies (Ne B#siness1 C#s'o.er Base1

E/+ansive E)ono.- e')%3 T L T(rea's (Re)ession1 Co.+e'i'ion e')%32or in'erna$ )ir)#$a'ion o! BSNL on$STP Ana$-sis STP L* S L Se&.en'a'ion (Geo&ra+(i)1 De.o&ra+(i)1 Ps-)(o&ra+(i)1 Be(aviora$3 T L Tar&e'in& (Mass Marke'1 CIC1 En'er+rise C#s'o.ers e')%3 P L Posi'ionin& (Co.+e'i'ive +ri)e1 .ore va$#ee')%3 2or in'erna$ )ir)#$a'ion o! BSNL on$-

66

Mar/etin0 Strate0ies
Marke'in& s'ra'e&- is a .e'(o" o! !o)#sin& an or&ani9a'ionIs ener&ies an" reso#r)es on a )o#rse o! a)'ion (i)( )an $ea" 'o in)rease" sa$es an""o.ina'ion o! a 'ar&e'

.arke' ni)(e%A .arke'in& s'ra'e&- )o.,ines +ro"#)' "eve$o+.en'1 +ro.o'ion1 "is'ri,#'ion1 +ri)in&1 CRM an" o'(er e$e.en's%2or in'erna$ )ir)#$a'ion o! BSNL on$Pro+er #'i$i9a'ion o! D VPIs% S'#"- o! Pro"#)' Li!e C-)$e (PLC3 o! a +ro"#)'% Pro"#)' Li!e C-)$e 2or in'erna$ )ir)#$a'ion o! BSNL on$S'a&e O,0e)'ive W In'ro"#)'ion Gro '( Ma'#ri'- De)$ine Marke'in& WGain a areness S'ress "i!!eren'ia'ion Main'ain ,ran" $o-a$'-

Harves'in&G i'("ra a$ Co.+e'i'ion 2e

More Man- 2e

Pro"#)' One More versions 2#$$ ran&e Bes' se$$ers Pri)e Ski..in&G +ene'ra'ion Co.+e'i'iveGGain .arke' s(are Lo-a$'- s)(e.esG De!en" .arke' s(areG+ro!i' S'a+ro!i'a,$e Pro.o'ion In!or.Ge"#)a'e S'ress )o.+e'i'ive "i!!eren)es Re.in"er orien'e" Mini.a$ +ro.o'ion P$a)e (Dis'ri,#'ion3 Li.i'e" More o#'$e's Ma/i.#. o#'$e's 2e er o#'$e's or in'erna$ )ir)#$a'ion o! BSNL %

67

Mar/etin0 in BSNL
Marke'in& se)'ion s'ar'e" !#n)'ionin& in Nove.,er1 ;@@@ a' BSNL Cor+ora'e o!!i)e%BSNL (as Marke'in& Ce$$s in ea)( ver'i)a$s i%e% C2A1 CM an" En'er+rise %Mr% A,(inav Bin"ra is ,ran" a.,assa"or o! BSNL% 2or in'erna$ )ir)#$a'ion o! BSNL on$BSNL re&#$ar$- +ar'i)i+a'es in $o)a$ an" na'iona$ e/(i,i'ion an" .e$as% Roa" s(o s are a$so or&anise"% 2or in'erna$ )ir)#$a'ion o! BSNL % An in"i)a'ive In'era)'ion Ma+ o! Marke'in& i'( o'(er Uni's L Marke'in& 2#n)'ion Main'enan)e (Break"o ns1 s#&&es'ions1 In"oor1 O#'"oor1 MSC1 BTS e')%Senior Mana&e.en' P$annin& (Ne e')%3Sa$es (Ne o#'$e's1 +ro.o'ion areas ,ein& )overe"1 e/+ansion +$ans nee"s1 !ee",a)k re+or's1 s)(e.es

e')%3Co..er)ia$ (Ne

+$ans1 'er.s 4 )on"i'ion e')%3 Marke' In'e$$i&en)e (Ne s

&a'(erin&1 in!or.ers1 )o.+e'i'or "e'ai$s e')%3Marke' Resear)( (Bran"1 Marke' Po'en'ia$1 Nee"s e')%3Bro)(#res1 Pos'ers1 .ai$ers1 Dress )o"e !or s'a!! A"ver'ise.en's (Bran" a.,assa"or1 Prin'1 e$e)'roni)1 O#'"oor1 in'erne' e')%3Ne servi)es1 si&ns1

Ne G.o"i!i)a'ion in 'ari!! +$ans Poin' o! +#r)(ase .a'eria$ (C#'o#'s1 G$o Dan&$ers1 s(o roo. "esi&n e')%3

Con'en' !or We,si'eG+or'a$ In +#'s 'o TRA1 P$annin&1 Sa$es1 Co..er)ia$1 To+ .ana&e.en' Even's ()on!eren)es1 se.inars1 e/(i,i'ions1 in'ervie s e')%3TRA (Bi$$in& "e'ai$s1 'ari!! ana$-sis1 +$an ,ase" 'ari!! +ro!i$in&1 )o$$e)'ion "e'ai$s e')%3Lo-a$'- s)(e.es

68

Ca$$ )en'er re$a'ion(Con'en'1 In!or.a'ion1 CSR S)ri+'s1 IJR s)ri+'s1 'e$e.arke'in&1 'rainin& e')%32or in'erna$ )ir)#$a'ion o! BSNL%

CONSUME+ SE+3ICE

69

S'<V9C'S =' &<OV96'

(1:L serves its customers as a one sto# solution to all telecommunication needs with #ossibly the largest bou;uet of telecom services< ,ireline' C*&2 mobile' =1& &obile' >nternet' (roadband' Carrier service' &%L1? 9%:' 912T' 9o>% services' >: 1ervices etc" The com#any offers vide ranging 7 most trans#arent tariff schemes designed to suite every customer" The services being offered across the >ndian subcontinent barring the cities of *elhi and &umbai are@ Tele#hone :ew Tele#hone Connection 1hift 2nd Transfer 4f Tele#hone %hone %lus 1ervice &obile %hone Cellone EAcel $nified &essaging =%B1C,2%C&&1 1&1 7 (ulk 1&1 ,ll &obile >nternet :etwork (roadband

70

,i?-i Co?Location 1ervice ,eb 5osting 1ancharnet 1&1 7 (ulk 1&1 (roadband *ata4ne! &%L1 9%: >1*: Leased Line >ntelligent :etwork -ree %hone 1ervice %remium Bate 1ervice >ndia Tele#hone Card 9irtual %rivate :etwork 9%:! 9oice 9%: $niversal :umber $niversal %ersonal :umber Tele 9oting 9ideo Conferencing 2udio Conferencing

71

> :et TeleAC Telegra#h E#abA E%2(D -ree E%2(D CentreA 59net Babmn >nmarsat 8u?(and Trans#onder

72

=>AT =' <'?(9<' (Terms an) con)itions of services offere) *@ the 5S%L$ 4ur telecom services are offered sub/ect to the following general terms and conditions@ i! The services are for bonafide use of the customerChis familyCorganisation" ii! 2ny #erson ' including foreign national with valid #ass#ort' who is ma/or >n case of minor ' through guardian! can a##ly for a telecom service" The subscriber shall not allow use of the telecom service offered to him for any unlawful activity" The #rovision of service is sub/ect to the directions issued by government from time to time" The fiAed services are meant for s#ecified location and the subscriber is not authori.ed to shift the same without #ermission of (1:L" The services are offered sub/ect to regular #ayment of bills by the subscriber failing which (1:L may sus#end tem#orarily or disconnect or withdraw the service at its sole discretion" ,hile (1:L shall endeavor to ensure un?interru#ted service of reasonable ;uality' it can not be held res#onsible for any deficiency or interru#tion in service due to reasons beyond its control" (1:L at its sole discretion may revise the tariff rate sub/ect to TB2> regulations" The services can be sus#ended without #rior notice by (1:L in the interest of #ublic safety or maintenance of law and order or other such eAigencies"

iii! iv! v!

vi!

vii!

viii! iA!

Note: In addition to above, terms and conditions specific to any service or service area including Tariff are available along with the Application Forms or can be had from local BSN offices or downloaded from our website www"bsnl"co"in

73

&<OC'6(<'S A%6 <'5AT'S

&roce)ure for shifting an) transfer of telephone, provision of accessories an) customer premises eAuipment (C&'$ ShiftingB The customer is re;uired to submit a##lication in the #rescribed format available in local (1:L office to the Customer 1ervice Centre of the area" The a##lication can also be down loaded from (1:L website www"bsnl"co"in" 'ligi*ilit@ for shiftsB The tele#hone should have worked for one and a half years or registration date of tele#hone falls within release #eriod of generalCs#l category in the eAchange to which it is re;uired to be shifted" Transfer of telephoneB Transfer of tele#hone is #ermitted after issue of first bill without any #re condition" The a##lication should be in #rescribed format" &rovisions of accessories an) C&'B (1:L #rovides tele#hone instruments and internal wiring at the #remises of the new customer" The customer is free to #rovide his own tele#hone instruments andCor internal wiring and the following rebate is allowed in that case@? <e*ate in installation charges on provision of internal wiring0instrument *@ su*scri*erB 2 rebate is admissible in installation charges as mentioned below if internal wiring andCor instrument is #rovided by the subscriber himself@? >tems #rovided by subscriber himself >nternal ,iring only >nstrument only (oth >nternal wiring and instrument Bebate to be allowed EAchange system with EAchange system with less than )00 lines more than )00 lines Bs" 100C? Bs" +)0C? Bs" +00C? Bs" 000C? Bs" +)0C? Bs")00C?

Scheme and !lan specific rebates and concessions may vary from service provider Telecom "ircle to "ircle and shall be appended by them#$To be incorporated by circles#%

74

S>O(L6 CO( <'?(9<' A%C >'L& (Call Centre or help line num*ers$ (1:L strives to #rovide uninterru#ted telecom services always' we do have an eAtensive infrastructure to attend any service related #roblem on E19F serviceG whereby the subscriber has only to call local number 19F for booking and Eno delayG rectification of fault" 5owever' they can also use following toll free numbers for booking of their #roblems at our Call Centres set u# for (asic Tele#hone' &obile 1ervices' (roadband and other *ata 1ervices" 1hould they re;uire further hel#' they may also contact the designated :odal 4fficers in their own 112" -or basic services including broadband services@1)00 toll free number! -or =1& &obile services@ 9H000+H03) toll free number!" -or (roadband 7>nternet services@1F00?H+H?1300 toll free number!" -or &%L1 7 4ther *ata services@ 1F00?H+)?19)I toll free number!"

Names and designations of nodal officers of the SSA&circle along with their e'mail, contact telephone numbers, facsimile numbers and address of the nodal officers and the appellate authority are given in Anne(ure $to be incorporated by circles% and also can be seen on our website www"bsnl"co"in

75

=>AT =' ASS(<' (The Aualit@ of service *enchmarks$ (1:L is committed to #rovide state of the art uninterru#ted Telecom services to its customers and com#ly with the ;uality benchmarks as #rescribed by TB2> or set forth by itself from time to time" -ailing these benchmarks' #rovision eAists for rebates as #rescribed for various services as following @ 2! 6uality of service benchmarks including #rovisions relating to rebate! as admissible to consumers for (asic services wired line!@basic service wireless! and cellular mobile tele#hone service@ The following benchmarks are #rescribed@ Serial %um*er (,$ i! Service &arameter (2$ Time Limit for service reAuest or re)ressal of complaint (.$ 2ll cases within seven days sub/ect to technical feasibility! ,ithin three days ,ithin three days ,ithin twenty four hours 2ll billing com#laints to be resolved within four weeks" 2ll cases of refund of de#osits to be made within siAty days after closure"

%rovision of Tele#hone

ii! iii! iv! v! vi!

-ault Be#air 1hift of Tele#hone Closures %ercentage of (illing Com#laints resolved with in four weeks Time taken for refund of de#osits after closure

(! 6uality of service benchmarks including #rovisions relating to rebate! as admissible to consumers for basic service wireless! and cellular mobile tele#hone service@ The following benchmarks are #rescribed@ Serial Service &arameter Time Limit for service reAuest or re)ressal of complaint

76

i!

(illing %erformance a! 2ll billing a! %ercentage of com#laints to be (illing Com#laints resolved within four resolved with in four weeks" weeks b! 2ll cases of refunds or #ayments b! %eriod of all due to customers to refunds C#ayments be made within four due to customers weeks from the date from the date of of resolution of resolution of billing com#laints" com#laints

C! The bench marks including #rovisions relating to rebate! as admissible to consumers for broadband service@ The following benchmarks are #rescribed Serial Service &arameter Time Limit for %um*er (2$ service reAuest or (,$ re)ressal of complaint (.$ i! 1ervice %rovisioning 2ll cases within fifteen C2ctivation Time days sub/ect to technical feasibility!" ii! -ault Be#air C ,ithin three days Bestoration Time iii! (illing %erformance a! 2ll billing com#laints to be a! %ercentage of resolved within four (illing Com#laints weeks" resolved" b! 2ll cases of refund of de#osits to be b! Time taken for made within siAty refund of de#osits days after closure" after closure

77

9D CO( >AV' A &<O5L'; O< +<9'VA%C' Com#laint Bedressal &echanism! 5S%L ensures prompt rectification of an@ fault or complaint *ooke) through its e/tensive grass root level online fault restoration s@stem (D<S$ >owever, in case @ou still have @our pro*lem unsolve) timel@, 5S%L has implemente) a three tier consumer grievance redressal mechanism com#rising of call centres for various services' nodal officers at 112 and Circle level and an a##ellate authority for deciding cases that the consumers may wish to a##eal against" This system is in conformance with and com#liant to Telecom consumers %rotection and Begulation of =rievances Begulation +00I 0 of +00I!" As a first step, @ou ma@ contact our Call Centre on toll free helpline num*ers given earlier , &roce)ure for han)ling grievances *@ Call Centres

The Call Centres' immediately on recei#t of your com#laint@ a! 1hall register such com#laint by allotting a uni;ue identification number to be called the docket number< b! Communicate' at the time of lodging the com#laint' the uni;ue identification number to be called docket number' date and time of registration of the com#laint' to you< c! Becord details in res#ect of such com#laint< d! >ntimate you i! Through tele#hone or other electronic means or any other means< and ii! ,ithin the time limit s#ecified the action taken on your com#laint< and e! give you contact details of the :odal 4fficer including his name' tele#hone number and address! in case you are not satisfied with the redressal of your grievance or when re;uested by you" , , Time limit for re)ressal of grievance of consumers *@ Call Centres 1! $nless s#ecified elsewhere' all com#laints relating to fault or disru#tion of service or disconnection of service shall be redressed within three days from the date of registration of com#laint< +! $nless s#ecified elsewhere' all other com#laints shall be redressed within seven days from the date of registration of com#laint<

78

0! where lesser time limit has been s#ecified by any other law for the time being in force or other regulations of TB2> or *4T or by (1:L for redressal of grievance' the Call Centres shall redress the grievances of the consumer within such s#ecified time" 9n case @ou are not satisfie) with the re)ressal of @our grievance at the Call Centre level or in case the Call Centre within the a*ove time limit )oes not atten) to the complaint, @ou ma@ approach the %o)al Officer for re)ressal of @our grievance +" Bedressal of Consumer =rievances by :odal 4fficers Cou ma@ approach, *@ a letter in writing, or through telephone, or we* *ase) online filing of complaints or through short message service or through other electronic means an) an@ other means, the %o)al Officer of the concerne) SSA of the Circle06istrict for re)ressal of @our grievance 9n emergent situation, one can approach at the first instance itself a %o)al Officer instea) of a Call Centre an) the %o)al Officer shall re)ress the grievance +"1 5andling of grievances of consumers by :odal 4fficers" The %o)al Officer shall *e accessi*le to the consumers at the a))ress ma)e availa*le *@ the pu*lic notice an) telephone *ills, as referre) to a*ove register ever@ complaint lo)ge) *@ the consumersE , communicate, within three )a@s from )ate of the receipt of the complaint, the uniAue complaint num*er to the consumerE 2 after taking the reme)ial measure for re)ressal of the grievance or )ecision thereon, intimate, within the time limit specifie) as *elow the reme)ial measure or )ecision taken, to the consumer +"+ Time limit for redressal of com#laints by :odal 4fficer" The %o)al Officer shall re)ress the complaints of the consumer within ten )a@s of the registration of the complaint, provi)e) that complaints relating to fault or )isruption of service or )isconnection of service shall *e re)resse) within three )a@s from the )ate of registration of complaint 9n case the consumer is still not satisfie) with the re)ressal of his grievance *@ the %o)al Officer or in case his complaint is not re)resse) *@ the %o)al Officer within the time limit specifie) or no repl@ is receive) regar)ing resolution of the complaint from %o)al Officer, he ma@ appeal to the appellate authorit@ for re)ressal of his grievance

79

. Appeal to appellate authorit@ for re)ressal of consumer grievances 1! >n case a consumer is not satisfied with the redressal of his grievance by the :odal 4fficer' or his com#laint remains to be redressed or no re#ly is received within the #eriod of ten days of the registration of the com#laint by the :odal 4fficer or three days of the registration of com#laint by the :odal 4fficer relating to fault or disru#tion of service or disconnection such consumer may' in writing' make an a##eal to the a##ellate authority of the concerned Circle" +! Every a##eal to the a##ellate authority under sub?#ara made in du#licate' in the -orm anneAed" 1! shall be

0! Every a##eal under sub?#ara 1! shall be filed within three months after the eA#iry of the time limit s#ecified in within the #eriod of ten days of the registration of the com#laint by the :odal 4fficer or three days of the registration of com#laint by the :odal 4fficer relating to fault or disru#tion of service or disconnection@ %rovided that the a##ellate authority may entertain any a##eal after the eA#iry of the said #eriod of three months but before one year from the time limit of ten days of the registration of the com#laint by the :odal 4fficer or three days of the registration of com#laint by the :odal 4fficer relating to fault or disru#tion of service or disconnection if it is satisfied that there was sufficient cause for not filing it within that #eriod" H! Every Telecom CircleCTele#hone *istrict shall make available to the consumer the -orm of a##eal free of charge@ a! 2t its every office and sales outlets' and at every office of the :odal 4fficer and the a##ellate authority< b! 2t its website for download by consumers"

.,

6isposal of appeal *@ appellate authorit@

1! The a##ellate authority shall ensure uniformity in the #rocedure for deciding a##eals and com#ly with the #rovisions contained in succeeding #aras" +! The secretariat of the a##ellate authority shall@? a! Begister every a##eal immediately on recei#t of the same and send' within three days of recei#t of the a##eal' an acknowledgement to the a##ellant indicating the serial number of the a##eal registered<

80

b! -orward' within siA days from the date of recei#t of an a##eal' a co#y of the a##eal to the concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer< 0! The concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer' shall' within fifteen days from the date of recei#t of the a##eal forwarded by the 1ecretariat of the 2##ellate 2uthority file in writing its re#ly< H! >n case the concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer fails to file its re#ly within the #eriod s#ecified the a##ellate authority shall #roceed on the basis of the material available on record< )! The a##ellate authority may call for' any information' document or record' from the concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer or the a##ellant' which may be relevant and necessary for eAamination and dis#osal of the a##eal' as the case may be< 3! The concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer and the a##ellant' shall #rovide such information' document or record as the a##ellate authority may call for< %rovided also that in case a #arty to the case fails to furnish such information' document or record' the a##ellate authority' on being satisfied that the #arty in #ossession of the record is withholding it' it may decide the a##eal after a##raising the material available on record and decide the a##eal to the best of its /udgment on merits" I! The a##ellate authority shall' on recei#t of the re#ly from concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer and on the basis of information' document or record under the #ara above from and after conducting such in;uiry as the a##ellate authority may consider necessary' and after affording reasonable o##ortunity of hearing to the #arties' dis#ose of the a##eal by #assing an order in writing and stating therein the #oints for determination' the decision thereon and the reasons for the decision< F! The a##ellant' being consumer' may' either a##ear in #erson or authori.e any of his re#resentative to #resent his case or send his re#resentation with a re;uest to dis#ose of the a##eal' without being #resent in #erson<

81

9! The concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer may authori.e one or more of its officers or em#loyees to #resent its case< %rovided that in case the service #rovider fails to #resent its case before the a##ellate authority on the date fiAed for hearing' the a##ellate authority may #roceed eA?#arte and decide the a##eal on merits" 10! The a##ellate authority shall decide every a##eal within three months from the date of filing the a##eal and #ass order in accordance with the #rovisions of sub #ara?I above< 11! The order of the a##ellate authority shall be communicated in writing within seven days of the order to the a##ellant and the concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer< 1+! The concerned 1ection of the Circle office andCor the concerned 112 head andCor the concerned :odal 4fficer shall' within fifteen days from the date of recei#t of the order referred to above' com#ly with the order of the a##ellate authority and re#ort immediately com#liance thereof to the a##ellate authority< 10! The a##ellate authority may decide any a##eal with the consent between the #arties at any stage of the #roceedings and such a##eal shall be treated as decided with the mutual consent of the #arties" T'L'&>O%' A6ALATS >n addition to above mechanism of redressal of grievances' (1:L has a #o#ular legacy system of holding #eriodically Tele#hone 2dalats< both at district and circle level which are well #ublici.ed and are o#en to all subscribers with any com#laint"

=>AT A<' CO(< <9+>TS (<ights of the consumers$ Bight to select o#erator of their choice" Bight to get information regarding tariff before #rovision of service and every time the tariff is changed' s#ecially adversely affecting the consumer" Bight to be informed before activation of any value added service' which is chargeable"

82

Bight to get the rebate of rental in case of continuous disru#tion of service for more than 0 days" To seek legal remedy in case the grievances of the consumer is not settled" To get refund of security de#osit within 30 days of re;uest of termination of service sub/ect to ad/ustment of #ending dues' if any" <ight of consumers for termination or )isconnection of service B The consumer can get the service offere) *@ 5S%L terminate) or )isconnecte) an@ point of time *@ appl@ing to the local 5S%L office The consumer is, however o*lige) to make pa@ment of all the *ills in respect of services availe) *@ him 2ny consumer may' at any time' 1" +" during #endency of redressal of his grievance' whether by filing of com#laint or a##eal' under these regulations< or before or after filing of com#laint or a##eal' under these regulations'

eAercise his right conferred u#on him under the Consumer %rotection 2ct' 19F3 3F of 19F3! or any other law for the time being in force and seek redressal of his grievance under that 2ct or law" 6'6(CT9O%S D<O; &<'&A96 VAL(' The amounts which are deducted from the #re?#aid value may vary from scheme to scheme and service area and shall be given by res#ective Telecom Circles" 9%DO<;AT9O% A5O(T ;O59L' T'L'&>O%' S'<V9C' COV'<A+' The cellular mobile service is available in the entire (1:L service area" 5owever based on the re;uirement of local service area or #rogress of #lanned develo#mental work this information needs to be s#ecified by concerned Telecom Circle" This information is also available on (1:L website ,,,"bsnl"co"in

83

*r2duct and Service

A +ro"#)' is so.e'(in& 'an&i,$e '(a' )an ,e o!!ere" 'o a .arke' 'o sa'is!- a nee" or an'% T(e )on)e+' o! +ro"#)' is no' $i.i'e" 'o +(-si)a$ o,0e)'s an-'(in& )a+a,$e o! sa'is!-in& a nee" )an ,e )a$$e" a Pro"#)'% Pro"#)'Is +(-si)a$ "is'in)'ions in)$#"e L2or.1 2ea'#res1 Per!or.an)e S#a$i'-1 Con!or.an)e S#a$i'-1 D#ra,i$i'-1 Re$ia,i$i'-1 Re+air a,i$i'-1 S'-$e1 "esi&n e')% 2or in'erna$ )ir)#$a'ion o! BSNL on$- Pro"#)' an" Servi)e (Con'"%%3 A servi)e is an- a)'ivi'- or ,ene!i' '(a' one +ar'- )an o!!er 'o ano'(er '(a' is essen'ia$$in'an&i,$e an" "oes no' res#$' in '(e o ners(i+ o! an-'(in&% Pro"#)'Is servi)e "is'in)'ion in)$#"eL Or"erin& ease1 De$iver-1 Ins'a$$a'ion1 C#s'o.er 'rainin&1 C#s'o.er Cons#$'in&1 Main'enan)e an" Re+air %2or in'erna$ )ir)#$a'ion o! BSNL on$-%

Characteristics 21 Services
Servi)es are )(ara)'eri9e" ,- !o$$o in& "is'in)'ionsL In'an&i,$eL C#s'o.er )anI' see1 'o#)(1 s.e$$ or (an"$e servi)es ,e!ore "e)i"in& (e'(er 'o ,#-% Inse+ara,$eL Servi)es

are #s#a$$- "e$ivere" an" )ons#.e" si.#$'aneo#s$-1 so ,o'( +rovi"er an" '(e ,#-er in!$#en)e '(e o#')o.e o! '(e servi)e "e$iver-% 2or in'erna$ )ir)#$a'ion o! BSNL% He'ero&eno#sL Servi)es var- "e+en"in& on (o +rovi"es '(e. an" (en an" (ere

'(e- are +rovi"e"N '(#s )on'ro$$in& '(eir 8#a$i'- is "i!!i)#$'% Peris(a,$eL Servi)es are #se" #+ #+on "e$iver-1 no' s'ore" !or !#'#re sa$e% 2or in'erna$ )ir)#$a'ion o! BSNL %

84

3IGIL)NCE CELL

85

3IGIL)NCE CELL O, BSNL

BSNL is committed to fig t !g!i"st co##$%tio" &' e(%i"g m!"!geme"t i" c#e!ti"g t#!"s%!#e"t) o"est !"d efficie"t o#g!"i*!tio"!( c$(t$#e t #o$g t e s'stem im%#o+eme"t) !,!#e"ess) time(' detectio" !"d s%eed' i"+estig!tio" of m!(-%#!ctices ,it im%!#ti!(it' !"d %#ofessio"!( com%ete"ce.

BSNL .igi(!"ce is e!ded &' Shri A N Sharan IRS Chi!" Vi#i$an%! O""i%!r. BSNL .igi(!"ce Wi"g %(!'s !" !d+iso#' #o(e t e +!#io$s disci%(i"!#' !$t o#ities i" BSNL. /t !(so se#+es ! (i"0 &et,ee" BSNL) Ce"t#!( .igi(!"ce Commissio" ) Ce"t#!( B$#e!$ of /"+estig!tio" !"d 1i"ist#' /23 Comm$"ic!tio" . 2 e m!i" f$"ctio"s of t e BSNL +igi(!"ce !#e to c ec0 !"d e#!dic!te co##$%tio" , ic !(so i"c($de co((ecti"g i"te((ige"ce !&o$t co##$%t %#!ctices committed o# (i0e(' to &e committed ,it i" t e BSNL) i"+estig!ti"g o# c!$si"g !" i"+estig!tio" to &e m!de i"to +e#ifi!&(e !((eg!tio"s #e%o#ted to it) %#ocessi"g i"+estig!tio" #e%o#ts fo# f$#t e# co"side#!tio" of disci%(i"!#' !$t o#it' co"ce#"ed4 #efe##i"g t e m!tte#s to t e Ce"t#!( .igi(!"ce Commissio" fo# !d+ice , e#e+e# "ecess!#') t!0i"g ste%s to %#e+e"t %#!ctices of misco"d$ct etc. 2 $s t e f$"ctio" c!" &e di+ided i"to t,o %!#ts) "!me(' 5-

(i) Pr!&!n'i&! Vi#i$an%! : 6+e" t o$g detectio" !"d %$"is me"t of co##$%tio" !"d ot e# m!(-%#!ctices !#e ce#t!i"(' im%o#t!"t) , !t is mo#e im%o#t!"t is t!0i"g %#e+e"ti+e me!s$#es i"ste!d of $"ti"g fo# t e g$i(t' i" t e %ost-co##$%tio" st!ge. 2 e#efo#e) BSNL .igi(!"ce t!0es +!#io$s me!s$#es to %#e+e"t t e co##$%tio" , ic i"c($de 5 7!8 2o e9!mi"e i" det!i( t e e9isti"g R$(es !"d :#oced$#es of t e ;#g!"is!tio" !"d e"s$#e its im%(!"t!tio" ,it ! +ie, to e(imi"!te o# mi"imi*e t e sco%e fo# co##$%tio" o# m!(%#!ctices4 7&8 2o ide"tif' t e se"siti+e<co##$%tio" %#o"e !#e! i" t e ;#g!"is!tio" !"d 0ee% +igi(!"t e'e o" %e#so""e( %osted i" s$c !#e!s4 7c8 2o %(!" !"d e"fo#ce s$#%#ise i"s%ectio"s !"d #eg$(!# i"s%ectio"s to detect t e i##eg$(!#it') s'stem f!i($#e !"d e9iste"ce of co##$%tio" o# m!(%#!tices4

86

7d82o %#e%!#e ! (ist of office#s of do$&tf$( i"teg#it' !"d s$#+ei((!"ce o+e# t em4 7e8 2o %#e%!#e Ag#eed List i" co"s$(t!tio" ,it t e CB/4 7f8 2o e"s$#e %e#iodic!( #ot!tio" of st!ff4 7g8 2o e"s$#e o&se#+!"ce of Co"d$ct R$(es #e(!ti"g to i"teg#it' of t e ;ffice#s) (i0e 5 7i8 2 e A""$!( :#o%e#t' Ret$#"s) 7ii8 Gifts !cce%ted &' t e offici!(s) 7iii8 Be"!mi t#!"s!ctio"s) 7i+8 Reg!#di"g #e(!ti+es em%(o'ed i" %#i+!te fi#ms o# doi"g %#i+!te &$si"ess etc. (ii)P(ni'i&! Vi#i$an%! : 2 e f$"ctio"s of BSNL .igi(!"ce o" t e :$"iti+e +igi(!"ce !s%ect !#e !s fo((o,s 5 7!8 2o #ecei+e com%(!i"ts f#om +!#io$s so$#ces !"d sc#$ti"i*e t em ,it ! +ie, to fi"d o$t if t e !((eg!tio"s i"+o(+ed ! +igi(!"ce !"g(e.4 7&8 2o i"+estig!te o# c!$se !" i"+estig!tio" to &e m!de i"to s$c s%ecific !"d +e#ifi!&(e !((eg!tio" i" t e com%(!i"t #ecei+ed di#ect(' o# fo#,!#ded &' t e Ce"t#!( .igi(!"ce Commissio" o# CB/ o# 1i"ist#' o# C1=) Bo!#d of =i#ecto#s o# !"' ot e# Go+e#"me"t o# BSNL !$t o#it'. 7c8 2o %#ocess t e i"+estig!tio" #e%o#t e9%editio$s(' fo# o&t!i"i"g o#de#s of t e com%ete"t !$t o#ities !&o$t f$#t e# co$#se of !ctio" to &e t!0e" !"d !(so o&t!i"i"g C.C !d+ice o" t e i"+estig!tio" #e%o#t , e#e+e# "ecess!#'. 7d8 2o e"s$#e t !t c !#ge s eet) st!teme"t of im%$t!tio"s) (ists of ,it"ess !"d doc$me"ts etc. !#e c!#ef$((' %#e%!#ed !"d co%ies of !(( t e doc$me"ts #e(ied $%o" !"d t e st!teme"ts of ,it"esses cited o" &e !(f of t e disci%(i"!#' !$t o#it' !#e s$%%(ied to t e c !#ged office# !(o"g ,it t e c !#ge-s eet4 7e8 2o e"s$#e t !t !(( doc$me"ts #e>$i#ed to &e fo#,!#ded to t e /">$i#' ;ffice# !#e c!#ef$((' so#ted o$t !"d gi+e" %#om%t('4 7f8 2o e"s$#e t !t t e#e is "o de(!' i" t e !%%oi"tme"t of t e /">$i#' ;ffice#) !"d t !t "o di(!to#' t!ctics !#e !do%ted &' t e c !#ged office# o# t e :#ese"ti"g ;ffice#4 7g8 2o e"s$#e t !t t e %#ocessi"g of t e /">$i#' ;ffice#?s Re%o#ts fo# fi"!( o#de#s of t e =isci%(i"!#' A$t o#it' is do"e %#o%e#(' !"d >$ic0('4

87

7 8 2o sc#$ti"i*e fi"!( o#de#s %!ssed &' t e =isci%(i"!#' A$t o#ities s$&o#di"!te to t e 1i"ist#'<=e%!#tme"t) ,it ! +ie, to see , et e# ! c!se fo# #e+ie, is m!de o$t o# "ot4 7i8 2o see t !t %#o%e# !ssist!"ce is gi+e" to t e C.B./. !"d ot e# disci%(i"!#' !"d e"fo#ceme"t !ge"cies i" t e i"+estig!tio" of c!ses e"t#$sted to t em o# st!#ted &' t em o" t ei# o,"4 7@8 2o t!0e %#o%e# !"d !de>$!te !ctio" ,it #eg!#d to ,#it %etitio"s fi(ed &' c !#ged office#s4 708 2o e"s$#e t !t t e Ce"t#!( .igi(!"ce Commissio" is co"s$(ted !t !(( st!ges , e#e+e# it is #e>$i#ed to &e co"s$(ted !"d t !t !s f!# !s %ossi&(e) t e time (imits %#esc#i&ed i" t e .igi(!"ce 1!"$!( fo# +!#io$s st!ges is !d e#ed to4 7(8 2o e"s$#e %#om%t s$&missio" of #et$#"s to t e Commissio"4 7m8 2o e"s$#e t !t t e com%ete"t disci%(i"!#' !$t o#ities do "ot !do%t ! di(!to#' o# ! (!9 !ttit$de i" %#ocessi"g +igi(!"ce c!ses) t $s de(i&e#!te(' o# ot e#,ise e(%i"g t e c !#ged offici!(s ) %!#tic$(!#(' i" c!ses of office#s d$e to #eti#e4 7"8 2o e"s$#e t !t c!ses !g!i"st t e c !#ged offici!(s o" t e +e#ge of #eti#eme"t do "ot (!%se d$e to time-(imit fo# !"' #e!so" !"d t !t t e o#de#s %!ssed i" t e c!ses of #eti#i"g office#s !#e im%(eme"ted i" time4 !"d 7o8 2o e"s$#e t !t t e %e#iod f#om t e d!te of se#+i"g ! c !#ge-s eet i" ! disci%(i"!#' c!se to t e s$&missio" of t e #e%o#t of t e /">$i#' ;ffice#) s o$(d) o#di"!#i(') "ot e9ceed si9 mo"t s.

88

3IGIL)NCE O,,ICE+S
UNIT Name 21 O11icer &SFShriFSmtFMs) esi0nati2n O11ice )ddress C2ntact N2 ,)< Email &,2r C2m$laints) Gth ,l22r 4 )4 Win04 BSNL CO 4 Statesman H==> '2use4 8?I?G?GH Bara/ham7a +d4 Ne% elhi> = OFO CGMT ). N 4Tele$h2ne Bhavan *2rt Blair OFO CGMT4 22rdsanchar Bhavan4 Nam$alli4 Stati2nl +2ad4 )7ids4 'ydera7ad> LHHHH= H?=K8> 8?HH8G

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89

)hmada7ad ')+")N) TELECOM OFO CGMT 4 =HI>Mall +2ad4 )m7ala Cantt4 'aryana> =??HH= OFO CGMT4 BSNL4 'imachal *radesh Simla H=I=> 8NH??G? H=I=> 8NH?8LH

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91

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TELECOM ,)CTO+" KOLK)T)

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92

1. 2 e com%(!i"t c!" &e (odged !g!i"st t e office#7s8<offici!(7s8 , o !#e ,o#0i"g i" BSNL i##es%ecti+e of t e f!ct , et e# t e' !#e !&so#&ed < $"!&so#&ed i" BSNL.

2. 2 e com%(!i"!"ts , ic !#e !"o"'mo$s < %se$do"'mo$s !#e "ot e"te#t!i"ed . 2 e com%(!i"!"t !s to gi+e is f$(( !dd#ess ) !s %e# t e C.C g$ide(i"e) so t !t !"' !dditio"!( i"fo#m!tio" #e>$i#ed m!' &e o&t!i"ed d$#i"g t e co$#se of i"+estig!tio"4

3. 2 e com%(!i"t m$st &e &#ief !"d s o$(d co"t!i" f!ct$!( det!i(s) +e#ifi!&(e f!cts !"d #e(!ted m!tte#s. 2 ese s o$(d "ot &e +!g$e o# ge"e#ic i" "!t$#e.

4. 2 e com%(!i"t i" , ic office#7s8<offici!(7s8 $%to S=6 (e+e( !#e !((eged to &e i"+o(+ed) , e#e !fte# t e i"+estig!tio" of t e com%(!i"t) f$#t e# disci%(i"!#' !ctio" is to &e t!0e") =G17.igi(!"ce8 < .igi(!"ce ;ffice#) !s t e c!se m!' &e) s !(( %$t $% t e f!cts &efo#e !%%#o%#i!te !$t o#it' fo# t!0i"g s$it!&(e disci%(i"!#' !ctio". Ao# !(( ot e# #em!i"i"g c!d#es) t e disci%(i"!#' !ctio" is decided o" t e !d+ice of C.;) BSNL.

5. As %e# t e C.C g$ide(i"e ) %!#!((e( i"+estig!tio" &' t e =e%!#tme"t!( .igi(!"ce is to &e !+oided. 2 e#efo#e) t e com%(!i"ts , ic !#e $"de# i"+estig!tio" &' t e CB/) ge"e#!((' !#e "ot i"+estig!ted &' t e BSNL.

6. 2 e C ief .igi(!"ce ;ffice#) BSNL !s ! com%(ete disc#etio" to #efe# t e com%(!i"ts to t e CB/ fo# i"+estig!tio" i" , ic !((eg!tio"s !#e s$c t !t t e t#$t c!""ot &e !sce#t!i"ed ,it o$t m!0i"g i">$i#' f#om "o"-offici!( %e#so"s4 o# i"+o(+i"g t e e9!mi"!tio" of "o"-BSNL #eco#ds) &oo0s etc. o# t e com%(!i"ts , ic i"+o(+e offe"ces (i0e &#i&e#') co##$%tio") fo#ge#') c e!ti"g) c#imi"!( &#e!c of t#$st) f!(sific!tio" of #eco#ds) %ossessio" of !ssets dis%#o%o#tio"!te to t e 0"o," so$#ce of i"come etc.

93

SIGNI,IC)NCE TO T'E COM*)N"

T(e s'#"- ,asi)a$$- )onsis's o! s#rve- o! '(e re'ai$er (o "ea$ i'(

# s e r s 1 a n " )o$$e)'ion o! '(eir s#&&es'ions !or ,e''er.en' o! '(e servi)es% On '(e ,asis o! ana$-sis

'(e )o.+an- )an i.+rove '(e servi)es an" )an .ake $on& 'er . ) o . + e ' i ' i v e )ons#.er !rien"$- s'ra'e&ies%

+ESE)+C' MET'O OLOG"

94

T(e +#r+ose o! resear)( is 'o "is)over ans ers 'o 8#es'ion '(ro#&( '(e a++$i)a'ion o! s)ien'i!i) +ro)e"#res% T(e .ain ai. o! resear)( is 'o !in" o#' '(e 'r#'( (i)( is (i""en an" (i)( (as no' ,een "is)overe"

According to Redman & Mory

5Research is a systematized effort to gain new knowledge 6

SOU+CES O,

)T) COLLECTION

T(e "a'a is )o$$e)'e" '(ro#&( s#rve$in'ervie s

i'( '(e (e$+ o! 8#es'ionnaire1 +ersona

@!ro. "is'ri,#'ors1 s(o+kee+ers% T(e 8#es'ionnaire in)$#"es )$ose" as o+en*en"e" 8#es'ions

es

T"*ES O,

)T)

Pri.ar- "a'a is )o$$e)'e" i'( '(e (e$+ o! 8#es'ionnaire%

(a3 S#rve- .e'(o"L*

S a . + $ e

s i 9 e X

F @

r e ' a i $ e r s

95

(,3 Sa.+$e #ni'X Re'ai$er1

Dis'ri,#'ors%

( ) 3 S a . + $ e T-+eX

a r e a X

K a n + # r % ("3

Sa.+$e

Convenien)e

sa.+$in&

Se)on"ar- "a'a is )o$$e)'e" !ro. e,si'e1 ,roa)(ers1 .a&a9ines1 ne s+a+ers e') Main areas of the Survey :

Key Ob ectives!

PTo ,ase$ine e/is'in& re'ai$er ,e!ore +i$o' $a#n)(%

PTo "eve$o+ )(anne$ nor.s !or !ran)(isee an" servi)e !re8#en)-1 ,ase" on ana$-sis o! re'ai$er #niverse % "eogra#hy covered!

PS#rve- 'o ,e )on"#)'e" in ea)( SSA o! )ir)$e%

96

PBo'( #r,an 4 r#ra$ areas 'o ,e )overe"%

Survey Duration

PS#rve- 'o ,e )o.+$e'e" in >*< eeks "#ra'ion% Compensation

PConve-an)e1 ,ase" on TA ra'e%

PIn)en'ive on ever- !or. !i$$e"%

$rocess of the Survey

Survey $r2cess

PNee" 'o ens#re s#!!i)ien' s#rve-ors are a++oin'e" 'o )over a$$ re'ai$ers in s#rve"#ra'ion%

PNee" 'o assi&n areas 'o re'ai$er .ana&ers (ever- "a-G ever- a$'erna'e "a-3

PU+"a'e ES#rve- Tra)kerE a' )ir)$e o!!i)e%

i'( "e'ai$s o! s#rve- visi's1 an" sen" 'o +ro0e)' Ji0a- no"e

97

PCo$$e)' !i$$e" in s#rve- 8#es'ionnaires !ro. '(e re'ai$er .ana&ers

PProvi"e s#!!i)ien' ,$ank 8#es'ionnaires 'o re'ai$er .ana&er%

M2nit2r data entry 2$erat2r

P2or.a' !or en'rin!or.a'ion%

i$$ ,e +rovi"e"N ens#re )orre)' "a'a en'r- o! 8#es'ionnaire

3alidati2n 21 1illed in survey Puesti2nnaires

P2o$$o *#+

i'( s#rve- 'ea. .e.,ers "#rin& '(e "a-1 'o .ake s#re '(e- are a)'#a$$-

&oin& 'o re'ai$ers%

PCross*)(e)k

i'( sa.+$e se' o! !or.s !or ea)( s#rve- 'ea. .e.,er1 'o.ake s#re

in!or.a'ion is )orre)'

C2m$ensati2n 12r survey teams

PConve-an)e1 ,ase" on TAG DA ra'e

PIn)en'ive on ever- !or. !i$$e"% E%&% Rs% D +er !or. +ai" in UP (E3 )ir)$e

98

PIn)en'ive i$$ ,e i'("ra n i! !or. is !o#n" !ake in va$i"a'ion $a'er%

PEns#re )o..#ni)a'ion o! )o.+ensa'ion "e'ai$s 'o re'ai$er .ana&ers%

+ESE)+C' )N)L"SIS

99

+esearch Meth2d2l20y! >

Resear)( is '(e )orners'one o! an- s)ien)e1 in)$#"in& ,o'( '(e (ar" s)ien)es s#)( as )(e.is'r- an" +(-si)s an" '(e so)ia$ (or so!'3 s)ien)es s#)( as +s-)(o$o&-1 .ana&e.en'1 or e"#)a'ion% I' re!ers 'o '(e or&ani9e"1 s'r#)'#re"1 an" +#r+ose!#$ a''e.+' 'o &ain kno $e"&e a,o#' a s#s+e)'e" re$a'ions(i+% Man- ar&#e '(a' '(e s'r#)'#re" a''e.+' a' &ainin& kno $e"&e "a'es ,a)k 'o Aris'o'$e an" (is i"en'i!i)a'ion o! "e"#)'ive reasonin&% De"#)'ive reasonin& re!ers 'o a s'r#)'#re" a++roa)( #'i$i9in& an a))e+'e" +re.ise (kno n as a .a0or +re.ise31 a re$a'e" .inor +re.ise1 an" an o,vio#s )on)$#sion% T(is a- o! &ainin& kno $e"&e (as ,een )a$$e" a s-$$o&is.1 an" ,- !o$$o in& "o n ar" !ro. '(e &enera$ 'o '(e s+e)i!i)1 kno $e"&e )an ,e &aine" a,o#' a +ar'i)#$ar re$a'ions(i+% =# evel2$in0 'y$2thesis!

T(e (-+o'(esis is "ire)'$- re$a'e" 'o a '(eor- ,#' )on'ains o+era'iona$$- "e!ine" varia,$es an" is in 'es'a,$e !or.% H-+o'(eses a$$o i! o#r '(eor- is )orre)'% In o'(er &ra"esY W(en "oin& resear)(1 )(an&e ,e' een ' o or .ore #s 'o "e'er.ine1 '(ro#&( resear)(1 ork e/+erien)e res#$' in ,e''er

or"s1 "oes +rior

e are '-+i)a$$- $ookin& !or so.e '-+e o! "i!!eren)e or &ro#+s% In o#r s'#"-1 e are 'es'in& '(e

"i!!eren)e ,e' een (avin&

ork e/+erien)e an" no' (avin&

ork e/+erien)e on

)o$$e&e &ra"es% Ever- s'#"- (as ' o (-+o'(esesN one s'a'e" as a "i!!eren)e ,e' een &ro#+s an" one s'a'e" as no "i!!eren)e ,e' een &ro#+s%

100

8# Sam$lin0! >

A +o+#$a'ion re!ers 'o '(e en'ire +oo$ o! +ossi,$e s#,0e)'s% In a )$ass roo. or o'(er se''in& ( e r e ' ( e e n ' i r e + o + # $ a ' i o n i s r e $ a ' i v e $ - s.a$$1 e are a''e.+'in&'o #n"ers'an" or &ain

'es'in& a$$ s#,0e)'s .a- ,e si.+$e% Ho ever1 i!

kno $e"&e re$a'e" 'o a $ar&e +o+#$a'ion1 s#)( asa$$ '(ir" &ra"e )(i$"ren1 a$$ "e+resse" a"#$'s1 or a$$ re'ai$ e.+$o-ees1 &a'(erin& an" 'es'in& ever-one ,e re$a'ive$- i.+ossi,$e% In '(is i'#a'ion1 +o+#$a'ion1 'es' '(is e o#$"

o#$" nee" 'o &a'(er a sa.+$e o! '(e

sa.+$e1 an" '(en .ake in!eren)es ai.e" a' '(e (i)( '(e- re+resen'%

en'ire +o+#$a'ion o!

Area o! .- resear)(L *EAST Kan+#r

Sa.+$e si9eL * F@ re'ai$ers

)T) )N)L"SIS )N

)T) INTE+*+ET)TION

101

Sr.NO A. B. C.

SERVICES YES NO DONIT KNOW WHAT DOES THAT MEAN

NO OF RESPONDENT 30 15 5

PERCENTAGE 60% 30% 10%

INTERPRETATAION
T(e a,ove &ra+( s(o s '(a' C@= o! res+on"en's are #sin& )e$$ +(ones or $an"$ines %

102

Sr.NO A. B. C. D.

SERJICE PROJIDER

BSNL RELIANCE VODAFONE TATA DOCOMO

NO OF PERCENTAGE RESPONDENT 25 50% 15 30% 5 10% 5 10%

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t 50B of #es%o"de"t !#e !g#ee ,it t !t t e &est te(ecom se#+ice %#o+ide# is BSNL.

103

Sr.NO A. B. C.

USING CELL PHONE LAND LINE NOT ANT ONE

NO OF PERCENTAGE RESPONDENT 37 7 % 12 2 % 1 2%

INTERPRETATAION
2 e !&o+e g#!% s o,s m!9im$m "o of #es%o"de"t !#e $si"g ce(( % o"es i" com%!#iso" to (!"d(i"e .

104

Sr.NO A. B. C. D.

INTERNET CONNECTION

BSNL RELIANCE VODAFONE TATA DOCOMO

NO OF PERCENTAGE RESPONDENT 23 6% 13 26% 12 2 % 2 %

INTERPRETATAION
We c!" see &' t e e(% of !&o+e g#!% t !t most of t e %e#so" !#e $si"g t e i"te#"et co""ectio" of BSNL com%!"' !"d +e#' fe, !#e $si"g t e i"te#"et se#+ice of t!t! docomo.

105

Sr.NO A. B. C. D.

TARI22 PLAN MOSTL6

BSNL TARIFF RELIANCE TARIFF VODAFONE TARIFF TATA DOCOMI TARIFF

NO OF PERCENTAGE RESPONDENT 15 30% 25 50% 5 5 10% 10%

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t 50B of t e #es%o"de"t is !g#ee ,it t !t t e #e(i!"ce t!#iff %(!" is most(' $sed i" ce(( % o"e.

106

Sr.NO A. B. C.

AGE GROUP YOUTH ELDER PERSON GOVERNMEN T EMPLOYEE

NO OF RESPONDENT 5 10 35

PERCENTAGE 10% 20% 70%

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t go+e#"me"t em%(o'ee is most(' $si"g BSNL te(ecom se#+ice !"d +e#' fe, "o of 'o$t !#e $si"g.

107

Sr.NO A. B. C. D. E.

BSNL SERJICE
EOECELENT JER6 GOOD

NO OF RESPONDENT 2 ! 15 20

PERCENTAGE % 1"% 30% 0% "%

GOOD
SATIS2ACTOR6 NOT SATIS2ACTOR6

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t t e #!ti"g of BSNL se#+ice is s!tisf!cto#'.

108

Sr.NO A. B. C. D.

CONSUMER DURABLES 1#3 YEAR 3#5 YEAR 5#10 YEAR MORE THAN 10 YEAR

NO OF PERCENTAGE RESPONDENT 10 20% 17 3 % 20 0% 3 6%

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t t e most of %eo%(e c !"ge t ei# co"s$me# d$#!&(e i" ce(( % o"e se#+ice 5-10'e!#s

109

Sr.NO A. B. C. D. E.

>G SERJICES
EOECELENT JER6 GOOD

NO OF RESPONDENT 1" 10 15 3

PERCENTAGE 36% 20% 30% "% 6%

GOOD
SATIS2ACTOR6 NOT SATIS2ACTOR6

INTERPRETATAION
We c!" i"te#%#et &' t e !&o+e g#!% t !t t e BSNL 3G se#+ice is e9ce((e"t !cco#di"g to #es%o"de"t.

110

Sr.NO A. B. C$ D.

CHEAPER BSNL RELIANCE VODAFONE TATA DOCOMO

NO OF RESPONDENT 17 20 5 "

PERCENTAGE 3 % 0% 10% 16%

111

INTERPRETATAION
2 e !&o+e g#!% s o,s t !t t e 3G se#+ice of #e(i!"ce is +e#' c e!%e# i" com%!#iso" to BSNL ).od!fo"e !"d t!t! docomo.

C2nclusi2n
Lo' o! e!!or' (as ,een .a"e ,- BSNL in re'ainin& 4 s'ren&'(enin& i's .arke' +osi'ion% In s+i'e o! (eav- &ro '( in BSNL s#,s)ri,er ,ase !ro. ;%F )rore 'o over B )rore sin)e i's !or.a'ion1 i's .arke' s(are is on '(e "e)$ine% 2or in'erna$ )ir)#$a'ion o! BSNL on$Mer&ers 4 a)8#isi'ions are (e$+in& )o.+e'i'ors 'o i.+rove '(eir .arke' s(are% W(i$e )er'ain$- a )o.+re(ensive in'erna$ 4 e/'erna$ .arke'in& s'ra'e&- !or BSNL is nee"e" 'o )(e)k '(is 'ren"1 +ro)e"#ra$ )(an&es an" .ore !#n)'iona$ a#'ono.- .a- a$so ,e re8#ire"% BSNL +rovi"es or$" )$ass S'a'e*o!*ar' 'e)(no$o&- 'e$e)o. servi)es 'o i's )#s'o.ers on "e.an" a' )o.+e'i'ive +ri)es or$" )$ass 'e$e)o. in!ras'r#)'#re in i's area o!

o+era'ion an" 'o )on'ri,#'e 'o '(e &ro '( o! '(e )o#n'r-:s e)ono.-%

112

T(e )on)$#sion is ,ase "one '(e "a'a )o$$e)'e" !ro. '(e s#rve- in KANPUR )i'-% T(ese are as !o$$o s*

?% CELLONE +os'+ai" )onne)'ion (as (i&( 8#a$i'- 'o a''ra)' )#s'o.er%

;% os'

C#s'o.er +ai"

)anno'

!a)e

"i!!i)#$'-

'o

,#-

'(is

)onne)'ion%

>% CELLONE +os'+ai" )onne)'ion )ons#.e $ess 'i.e 'o a)'iva'e%

<% T(eir servi)es are ,e''er '(an o'(er )o.+e'i'ors o! '(e .arke'%

F% T(e +ro,$e. !a)e"

as ,- '(e Pre+ai" Re)(ar&e )ar" re'ai$ers

(o

ere

no' a,$e 'o 'e$$ '(eir +ro,$e.

(i)( o))#rre" "#rin& ' o + + i n & a . o , i $ e % i !

' ( e ) # s ' o . e r s ) a r " " i " n I ' r e ) e i v e " ' ( e "esire" a.o#n'%

C% BSNL s(o#$" +rovi"e .ore e/)e$ )ar"s in '(e .arke' i'( eas- avai$a,i$i'-%

D% Ne' ork s(o#$" ,e !as'%A% BSNL s(o#$" i.+rove )#s'o.er )are servi)es

A%BSNL s(o#$" +rovi"e s#)( !a)i$i'ies1 '(eir $e&a$ )#s'o.er ra'e%

(i)( )an a,$e 'o re'ain or in)rease

113

B%BSNL s(o#$" +rovi"e ne

'ari!! in!or.a'ion a''a)(

i'( '(eir ,i$$s%

B%BSNL s(o#$" .ake SMS !ree%

?@%T(e s#i'a,$e a"ver'isin& )a.+ai&n )an ,e )arrie"

??%BSNL s(o#$" +rovi"e .o,i$e (an"se' a' a )(ea+er ra'e%

?;%BSNL +a-.en' s(o#$" ,e in eas- ins'a$$.en's ,asis% ?>%BSNL s(o#$" &ive 'rainin& 'o i's e.+$o-ees ever- -ear

Bi7li20ra$hy

B22/s! >

Marke'in& B- P(i$i+ Ko'$er

Ma0a:ines!

B#siness To"a-%

Ec2n2mic Times#

114

We7sites! >

%&oo&$e%)o.

%s)ri,"%)o.

%,sn$%)o%in

%%%#u$e#c2#in %%%#%i/i$edia#2r0

Broa)(ersL * 2ro. BSNL A""i'iona$ (e$+ !ro. '(e e.+$o-ees o! BSNL%

115

C$estio""!i#e
S (?3 ARE 6OU USING CELL PHONES OR LAND LINE SERJICES Y 6ES NO DONIT KNOW WHAT DOES THAT MEAN S (;3 WHICH TELECOM SERJICE PROJIDER IS BEST 2OR 6OU Y BSNL RELIANCE JODA2ONE TATA DOCOMO S (>3 ARE 6OU USING CELL PHONE OR LAND LINES Y CELL PHONE LAND LINE NOT AN6 ONE S (<3 WHICH INTERNET CONNECTION MOSTL6 USED IN HOME Y BSNL RELIANCE JODA2ONE TATA DOCOMO

116

S (F3 WHICH TARI22 PLAN MOSTL6 USED IN CELL PHONE Y BSNL TARI22 RELIANCE TARI22 JODA2ONE TARI22 TATA DOCOMO S (C3 WHICH AGE GROUP WILL USES THE MOST BSNL TELECOM SERJICES Y 6OUTH ELDER PERSON GOJERNMENT EMPLO6EE S (D3 DO 6OU THINK BSNL SERJICE IS Y EOECELENT JER6 GOOD GOOD SATIS2ACTOR6 NOT SATIS2ACTOR6 S (A3 HOW 2RESUENTL6 6OU CHANGE 6OUR CONSUMER DURABLES Y ?*> 6EAR >*F 6EAR F*?@ 6EAR MORE THAN ?@ 6EAR

117

S (B3 DO 6OU THINK THAT BSNL >G SERJICES IS Y EOECELENT JER6 GOOD GOOD SATIS2ACTOR6 NOT SATIS2ACTOR6

S (?@3 WHICH >G NETWO+K IS C'E)*E+C BSNL RELIANCE JODA2ONE TATA DOCOMO