Internship in BSNL

(Bharat Sanchar Nigam Limited)

About…

 Type - Government - owned

 Industry - Telecommunications
 Founded - 15 September 2000; 19years ago
 Headquarters - New Delhi, India
 Key people - Anupam shrivastava (chairman & MD)
 Services - Fixed line telephone , Mobile phone,
Broadband , Internet television , IPTV
Continue…
 Revenue - ₹25,070.64 crore (US$3.6 billion) (2018)
 Operating income - ₹8,001.82 crore(US$1.2 billion) (2018)
 Net income - ₹3,879.92 crore(US$560 million) (2016)
 Total assets - ₹70,746.75 crore(US$10 billion) (2016)
 Owner - Government of India
 Member - 114.342 million (December 2018)
 Number of employees – 1,74,216(2018)
 Website - www.bsnl.co.in
VISION

 Be the leading telecom service provider in India

with global presence.
 Create a customer focused organization with
excellence in customer care, sales and marketing.
 Leverage technology to provide affordable and
innovative telecom. Services/products across
customer segments.
MISSION

Be the leading telecom service provider in India with

global presence.
o Becoming the most trusted, preferred and admired telecom
brand
o Providing reliable telecom services that are value for money
o Generating value for all stakeholders – employees,
shareholders, vendors & business associates
o Excellence in customer service -friendly, reliable, time bound,
convenient and courteous service
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o Offering differentiated products/services tailored to different
service segments
o Developing a marketing and sales culture that is responsive
to customer needs
o To explore International markets for Global presence
o Maximizing return on existing assets with sustained focus on
profitability
o Changing policies and processes to enable transparent,
quick and efficient decision making.
Objectives
1. Increasing BSNL visibility in urban, sub-urban and rural
areas
2. Developing sales and marketing team with attitude towards
customer care
3. To improve productivity by training and skill development
and redeployment of legacy manpower
4. Developing knowledge pool exposed to latest technological
advancements
5. To improve customer care by reducing fault rate, upgrading
Customer service Centres (CSCs) and introducing
convergent billing
 Board of Directors

The Board comprise of 12 Directors, of which

6 [including the CMD] are whole time Directors and
2 Government Nominee Directors , 4 Non-official Part
Time (Independent) Directors.
Thus, the Board has the optimum mix of
50% Whole-time and 50% part-time Directors.
● Chairman & Managing Director - Shri Pravin Kumar Purwar

● Director - Consumer Fixed Access (CFA)- Shri Vivek Banzal

● Director - Consumer Mobility (CM) - Shri Sheetla Prasad

● Director - (Enterprise) - Shri B.L.Varshney

● Director - Finance- Shri Suresh Kumar Gupta

● Govt. Director - Shri Navneet Gupta Joint Secretary(Admn.) DoT

● Govt. Director - Shri Abhay Kumar Singh DDG (E&T) DOT

● Non Official Independent Director - Smt. Kanuru Sujatha Rao

● Non Official Independent Director - Dr. Santosh R.Dastane

● Non Official Independent Director - Prof. Jasbir Singh

● Non Official Independent Director - Shri V.Venkateshwar Bhat

Staff Distribution

Distribution of Group-wise staff strength of BSNL (numbers)

as on 30th June 2019 is indicated below:
Finance
Bharat Sanchar Nigam Limited, the largest Public
Sector Undertaking of the Nation, is certainly on a
financial ground that's sound.

The Company has

Authorised Equity Share Capital of Rs. 10,000/- Crore
Fully Paid up Equity Share Capital of Rs. 5,000 Crore
Revenue earned by BSNL
during last five years
Gross Investments in Fixed Assets
of BSNL during last five years.
Assets

Bharat Sanchar Nigam Limited has got net fixed assets

valuing more than Rs. 42,507 Crore , which are in

the form of Tangible Assets (Land, Buildings Cables,
Apparatus & Plants etc.), Intangible Assets and Capital
Work in Progress as on 31.03.2017
BSNL Services
Mobile Services
Broadband Services
Enterprise Services
OFFERS
Performance Highlights 2017-18
Hyper competition and pricing pressures have
resulted in the decline of telecom industry’s
revenue in the last year.
There has been an overall revenue decline of 15-
20% across the board in the telecom sector.
The situation of revenue earning is likely to remain
the same in the coming financial year also.
During the year 2017-18,

the company incurred a loss of Rs.7,99,285 Lakhs

[Previous year Rs.4,79,321 Lakhs].

While the Income from services is Rs. 22,66,778

Lakhs [ Previous Year Rs.28,40,373 Lakhs].

Other income is Rs.2,40,286 Lakhs [Previous Year

Rs.3,12,971 Lakhs].
 MARKET SHARE
BSNL with 124.11 million total telephone connections out of
1210.08 million, stood at 5th position having a market
share of 10.26% of total telephone connections in the country
as at 31.3.2018.
In wireless segment, out of total connections of 1183.67
million, 111.85 million connections have been provided by
BSNL as at 31.3.2018, with a market share of 9.45%.
In the Broadband (wired ) segment, out of 17.95
million total connections, BSNL has provided 9.30 million as
at 31.3.2018 with market share of 51.81%.
FINANCIAL PERFORMANCE
The financial performance for fiscal 2017-
18 is summarized as below:
CREDIT RATING
BSNL has been assigned the Credit Rating CARE
AAA(SO); Stable [Triple A(Structured Obligation);
Outlook ; Stable] by M/s CARE Ratings for
Company’s Long Term Bank Facility of Rs.20,000
Crores.
SWOT Analysis
Strengths…
 Pan-India reach
 Experienced telecom service provider
 Total telecom service provider
 Huge Resources (financial & technical pool)
 Huge customer base
 Most trusted telecom brand
 Transparency in billing
Weaknesses…
Poor marketing strategy
Limited number of value added services
Poor franchisee network
Legacy of poor service image
Huge and aged manpower
Procedural delays
Lack of strategic alliances
Poor IT penetration within organization
Opportunities…
 Tremendous market growing at 20 lac customers per month
 Untapped broadband services
 Untouched international market
 Scope of improvement in marketing skills
 Full utilization of slack resources
 Can make a kill through deep penetration and low cost
advantage
Threats…
 Competition from private operators
 Keeping pace with fast technological changes
 Political and Economical instability
 Decreasing profits due to competitive pricing
 Mobile number portability
BCG Matrix
1. Dogs: These are products
with low growth or market
share.
2. Question marks :
Products in high growth
markets with low
market share.
3. Stars: Products in high
growth markets with high
market share.
4. Cash cows: Products in
low growth markets with high
market share
Digital KYC Approval Process…
Customer Care Management
(CCM)Process
VAS Service Deactivation
Process
Findings..
 I observed that most of the customers are prepaid
connection holders.
 I observed that most of the customer’s monthly expense
was in between Rs 350/-and 500/-
 I observed that most of the customers like Airtel
advertisement and punch-line.
 Through my survey I found that BSNL takes at least 2-3
days to rectify problems.
 BSNL 'CSC representatives provide the information to all
the subscribers .
 It is observed that the relationship between the subscribers
and the BSNL was good.
Suggestions…
a. To retain existing customers BSNL has to offer better or
improved schemes from time to time to compete with the
competitors. This would automatically attract new customers .
b. BSNL should continue to offer the best toppings to stay at the
top .
c. There should be no compromise in quality and the network
facility .
d. BSNL has to spend more on advertisement to attract
customers.
e. To ensure better customer satisfaction and maintain higher
level of Customer relationship management, BSNL has to
strengthen its network coverage.
f. To attract customers of different age groups it has to introduce
new offers totally different from others.