Bharath Full Project

7/28/2019 Bharath Full Project

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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

N I T T E M E E N A K S H I I N S T I T U T E O F T E C H N O L O G Y B A N G A L O R E Page 1

INDUSTRY PROFILE

The telecom industry has been divided into two major segments, that is, fixed and

wireless cellular services for this report. Besides, internet services, VAS, PMRTS

and VSAT also have been discussed in brief in the report.

In todays information age, the telecommunication industry has a vital role to

play. Considered as the backbone of industrial and economic development, the

industry has been aiding delivery of voice and data services at rapidly increasing

speeds, and thus, has been revolutionizing human communication.

Although the Indian telecom industry is one of the fastest-growing industries in

the world, the current teledensity or telecom penetration is extremely low when

compared with global standards. Indias teledensity of 36.98% in FY09 is

amongst the lowest in the world. Further, the urban teledensity is over 80%, while

rural teledensity is less than 20%, and this gap is increasing. As majority of thepopulation resides in rural areas, it is important that the government takes steps to

improve rural teledensity. No doubt the government has taken certain policy

initiatives, which include the creation of the Universal Service Obligation Fund,

for improving rural telephony. These measures are expected to improve the rural

tele-density and bridge the rural-urban gap in tele-density.


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Introduction - Evolution

Indian telecom sector is more than 165 years old. Telecommunications was first

introduced in India in 1851 when the first operational land lines were laid by the

government near Kolkata (then Calcutta), although telephone services were

formally introduced in India much later in 1881. Further, in 1883, telephone

services were merged with the postal system. In 1947, after India attained

independence, all foreign telecommunication companies were nationalised to form

the Posts, Telephone and Telegraph (PTT), a body that was governed by theMinistry of Communication. The Indian telecom sector was entirely under

government ownership until 1984, when the private sector was allowed in

telecommunication equipment manufacturing only. The government concretized

its earlier efforts towards developing R&D in the sector by setting up an

autonomous body Centre for Development of Telematics (C-DOT) in 1984 to

develop state-of-the-art telecommunication technology to meet the growing needs

of the Indian telecommunication network. The actual evolution of the industry

started after the Government separated the Department of Post and Telegraph in

1985 by setting up the Department of Posts and the Department of

Telecommunications (DoT).


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Phase 1(1980-89) phase 2(1990-99) phase 3(2000 onwards)

Phase 1:entry of

private sector in

telecommunication

equipment

manufacturing

.formation of vsnl and

mtnl in 1986

.Liberalization of Indian

economy -1990 .private

sector participation in

provision of vas such as

cellular and paging services-

1992 .national telecom policy

announced-1994 telecom

regulatory authority of india

-1997 new telecom policy

announced-1999

Bharat sanchar nigam limited(bsnl)established

National long distance (nld)and international

long distance (Ild) services opened to

competition-2000

Cdma technology launched-2000

Internet telephony intiated -2000

Vsnl privatized-2002

Launch of mobile services by bsnl-2002

Broad band policy was formulated -2004

Intra circle merger guidelines estsblished-2004

Present Status of the Telecom Sector

Indian Telecom market is one of the fastest growing markets in the world. With its 787.29 million Telephone connection as on 31st December 2010, it

is the second largest


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network in the world after China. It is second largest wireless network in the world. Over 18 million connections are being added every month. 2 Department of Telecommunications The target of 600 million telephones by the end of 11th five year plan has

been achieved in

February'10 itself. Wireless telephones are increasing at faster rate. The share of wireless

telephones as on 31st

December 2010 is 95.54% of the total phones. The share of private sector in total telephone is 84.60%. Overall tele-density has reached 66.17%. Urban tele-density is about 148%,

whereas rural teledensity

Is at 31.22% which is also steadily increasing. Broadband connections increased to 10.74 million by November, 2010.

Growth of Telecom Sector

The opening of the sector has not only led to rapid growth but also benefited the

consumers through low tariffs as a result of intense competition. Telecom sector

has witnessed a continuous rising trend in the total number of telephone

subscribers. From a mere 22.81 million telephone subscribers in 1999, the number

increased to 846.33 million at the end of March, 2011. The total number of

telephones stands at 926.55 million at the end of December'11 showing addition of

80.22 million during the period from April to December'11. Wireless telephone

connections have contributed to this growth as their number rose from 165.09


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million in 2007 to 811.60 million in March, 2011 and 893.86 million at the end of

December'11. The wire line connections have however, declined from 40.77

million in 2007 to 34.73 million In March, 2011 and 32.69 million in December'11.

Role in Indias Development

Employment

The Indian telecommunication industry employs over 400,000 direct employees

and about 85% of these employees are from government-owned companies. The

ratio of number of subscribers to employees, an indication of efficiency and

profitability, is much higher for private companies than for government

companies.

Foreign Direct Investment (FDI)

Cumulative FDI in Telecom Sector Since 2000

Up to Year Ending Cumulative FDI (US$ in million)

March 07 2581

March 08 3782

March 09 6392

March 10 8924

March 11Sep 11 10555


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Foreign direct investment has been one of the major contributors in the growth of

the Indian economy, and therefore, the need for higher FDI is felt across sectors in

the Indian economy. The telecom sector has played a crucial role in attracting FDI

in India. The share of telecom sector in the total FDI inflows in India has gone up

to 10% in FY09 as compared with just 3% in FY05.The telecom sector requires

huge investments for its expansion as it is capital-intensive and FDI plays a vital

role in meeting the fund requirements for expansion of the telecom sector.

Telecom accounts for almost 10% of the total FDI inflows in the country and has

been the third-largest sector to attract FDI in India in the post-liberalization era

The Indian telecom industry has been an attractive avenue for foreign investorsover the years. As per DIPP figures, the cumulative FDI inflow during August

1991 to June 2009 period, in the telecommunication sector amounted to US$ 113

bn. FDI calculation takes into account radio paging, cellular mobile and basic

telephone services in the telecommunication sector.


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In the 2004-05 Budget, the government raised the FDI limit from 49% to 74% in

the telecom services segment subject to retention of local management control.

According to the new norms, 26% share out of the 74% should be held by an

Indian company or an Indian citizen with Indian management. Further, 100% FDI

is permitted in telecom manufacturing, category I infrastructure providers, ISPs

without gateway, call centres and IT-enabled services. Further, direct or indirect

FDI up to 74% is permitted subject to licensing and security requirements for ISPs

with gateways, radio paging operators and category II infrastructure providers.

The relaxation in FDI norms has attracted many foreign telecom majors to the

sector. The presence of foreign players has not only encouraged faster

infrastructure development and up gradation but also has opened up the domestic

industry to foreign competition. Since 2004, there has been a large inflow of FDI

in the sector. During 2004-05 and 2005-06, a period during which the FDI norms

were relaxed, the FDI inflow grew by an astounding 300% to US$ 624 million in

2005-06 from merely US$ 125 million in 2004-05. The inflow of FDI has

provided tremendous impetus to the sector in the past few years and the

attractiveness of the sector has kept the FDI inflows growing steadily. During

FY09 the FDI in the telecom sector at US$ 2,558 million was 103% higher than

that seen in FY08 at US$ 1,261 million. Further, the FDI in the sector has already

reached US$ 2010 million for a six month period of FY10 (Apr-Sep 09) and is

expected to surpass the total FDI for FY09.

Growth of IT-ITES and Financial Sector: India has entered the league of

countries with the most-advanced telecommunication infrastructure after the

industry was deregulated. Furthermore, deregulation has stimulated Indias

economic growth through industry growth and through rise in investments. It is

evident that a well-developed communication sector improves access to social


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networks, lowers transaction costs, increases economic opportunities, widens

markets, and provides better access to information, healthcare and educational

services. The growth in Indian telecom sector has been concomitant with overall

growth in GDP, government revenue, employment et al. Besides,

telecommunication has increased efficiency, reduced transaction costs, attracted

investments and has created new opportunities for business and employment. The

telecom sector has been instrumental in creating jobs for a vast pool of talented

and knowledge professionals in the IT and ITES-BPO industry, which thrives on

reliable telecommunication infrastructure. India has become an important

outsourcing destination for the world and the boom in this sector also has

transformed Indias economic dynamics. The evolution of telecom sector has

brought about a revolutionary change in the way some businesses operate.

Increasing Affordability of Handsets: The phenomenal growth in the Indian

telecom industry was predominantly aided by the meteoric rise in wireless

subscribers, which encouraged mobile handset manufacturers to enter the market

and to cater to the growing demand. Further, the manufacturers introduced lower-

priced handsets with add-on facilities to cater to the increasing number of

subscribers from different strata of the society. Now even entry-level handsets

come with features like coloured display and FM radio. Thus, the falling handset

prices and the add-on features have triggered growth of the Indian telecom

industry.

Prepaid Cards Bring in More Subscribers: In the late nineties, India was

introduced to prepaid cards, which was yet another milestone for the wireless

sector. Prepaid cards lured more subscribers into the industry besides lowering the

credit risk of service providers due to its upfront payment concept. Prepaid cards

were quite a phenomenon among first-time users who wanted to control their bills


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and students who had limited resources but greater need to be connected. Pre-paid

cards greatly helped the cellular market to grow rapidly and cater to the untapped

market. Further, the introduction of innovative schemes like recharge coupons of

smaller denominations and life time incoming free cards has led to an exponential

growth in the subscriber base.

Introduction of Calling Party Pays (CPP): The CPP regime was introduced in

India in 2003 and under this regime, the calling party who initiated the call was to

bear the entire cost of the call. This regime came to be applicable for mobile to

mobile calls as well as fixed line to mobile calls. So far India had followed the

Receiving Party Pays (RPP) system where the subscriber used to pay for incoming

calls from both mobile as well as fixed line networks. Shifting to the CPP system

has greatly fuelled the subscriber growth in the sector.

Changing Demographic Profile: The changing demographic profile of India has

also played an important role in subscriber growth. The changed profile is

characterized by a large young population, a burgeoning middle class with

growing disposable income, urbanization, increasing literacy levels and higher

adaptability to technology. These new features have multiplied the need to be

connected always and to own a wireless phone and therefore, in present times

mobiles are perceived as a utility rather than a luxury.

3G Telecom Services

The explosive growth of the telecom industry in India is being followed by the

urge to move towards better technology and the next level of service delivery.

While the last 5 years have been transformational for Indian telecom industry, the

next few years look even more exciting. BWA will overcome the key hindrance of


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ROW in India, while 3G has the potential to make the mobile phone, a ubiquitous

device for accessing the internet. The new opportunities opened through new

services such as 3G mobile, VAS, Wi-MAX, M-Commerce, Mobile banking and

Broadband wireless services will put emphasis on deeper penetration into urban

and rural areas.

Mobile Number Portability (MNP)

MNP allows any subscriber to change his service provider without changing his

mobile phone number.

The much-awaited mobile number portability was launched on 25th November

2010 at Haryana and on January 20, 2011 in entire country. With the rollout of

MNP, mobile telecom service providers will be forced to improve quality of their

service to avoid loss of subscribers.

Value Added Services (VAS)

The mobile value added services include, text or SMS, menu based services,

downloading of music or ring tones, mobile TV, video, streaming, sophisticated m-

commerce applications etc. Prior to 2008, a majority of VAS revenues were

attributable to SMS's. However, recent trends indicate that this mix is evolving.

With greater penetration of new services, availability of relatively inexpensive

feature rich handsets and consumer education, VAS other than SMS is gaining

importance. It is further expected that 3G and BWA will raise hopes for an

increase in demand of data and content based services. Such as cloud computing,

remote surveillance, fleet management, telematics and retail supply chain. Mobile

VAS such as mobile TV, mobile banking and mobile governance will witness a

higher demand in future.


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COMPANY PROFILE

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services

in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier

service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five

years it has become one of the largest public sectors until in India. BSNL has

installed Quality Telecom Network in the country and now focusing on improving

it, expanding the network, introducing new telecom services with ICT applications

in villages and wining customer's confidence. Today, it has about 47.3 million line

basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,

more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm

of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330

cities/Townsend 5.5Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives

to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom

operator in the country to beat its reach with its wide network giving services inevery nook & corner of country and operates across India except Delhi & Mumbai.

Whether it is an accessible areas of Siachen glacier and North-eastern region of the

country. BSNL serves its customers with its wide bouquet of telecom services.


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BSNL is numerous Uno operator of India in all services in its license area. The

company offers vide ranging & most transparent tariff schemes designed to suite

every customer. BSNL cellular service, CellOne, has more than 17.8 million

cellular customers, garnering 24 percent of all mobile users as its subscribers. That

means that almost every fourth mobile user in the country has a BSNL connection.

In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone

subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in

revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million

Internet Customers who access Internet through various modes viz. Dial-up,

Leased Line, DIAS, and Account Less Internet (CLI). BSNL has been adjudged as

the NUMBER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through

the same Backbone and Broadband Access Network. At present there are 0.6

million Data One broadband customers. The company has vast experience inPlanning, Installation, network integration and Maintenance of Switching &

Transmission Networks and also has a world class ISO 9000 certified Telecom

Training Institute. Scaling new heights of success, the present turnover of

BSNL is more than Rs.351820 million (US $ 8 billion) with net profit to the tune

of Rs.99390 million (US $ 2.26 billion) for last financial year.

The infrastructure asset on telephone alone is worth about Rs.630000 million

(US$14.37billion). BSNL plans to expand its customer base from

present47millions lines to 125 million lines by December 2007 and Infrastructure

investment plan to the tune of Rs.733crores (US$ 16.67 million) in the next three


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years. The turnover, nationwide coverage, reach, comprehensive range of

telecomservices and the desire to excel has made BSNL the No. 1 Telecom

Company of India BSNL is in the process of commissioning of a world class,

multi-gigabit, multi-protocol, convergent IP infrastructure through National

Internet Backbone-II (NIB-II), that will provide convergent services through the

same backbone and broadband access network. The Broadband service will be

available on DSL

technology (on the same copper cable that is used for connecting telephone), on a

countrywide basis spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would put India at par

with more advanced nations. The services that would be supported includes

always-on broadband access to the Internet for residential and business customers,

Content based services, Video multicasting, Video-on-demand and Interactive

gaming, Audio and Video conferencing, IP Telephony, Distance learning,

Messaging: plain and feature rich, Multi-site MPLS VPNs with Quality of Service

(QoS) guarantees. The subscriber will be able to access the above services through

Subscriber Service Selection System (SSSS) portal.


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EVOLUTION OF BHARAT SANCHAR NIGAM LIMITED (BSNL)

In India, the Posts and Telegraph Department originated in 1851 as a small part of

the Public Works Department. Dr. William Shaughnessy pioneered telegraph and

telephone in India. A regular separate department was opened around 1854 when

telegraph facilities were thrown open to the public. The major milestones of the

organization are as shown below.

1851 First operational land lines were laid by the government near Kolkata

1881 Telephone service introduced in India

1883 Merger with postal system1923 Formation of Indian Radio Telegraph

Company (IRT)

1932 Merger of ETC and IRT into the Indian Radio and Cable Communication

Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to form the

Posts, Telephone and Telegraph (PTT)

1985 Department of Telecommunication (DOT) established, an exclusive provider

of domestic and long-distance service that would be its own regulator (separate

from the postal system)

1986 Conversion of DOT into two wholly government-owned companies: the

Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and

Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas

1997 Telecom Regulatory Authority of India (TRAI) created


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1999 Cellular Services are launched in India. New National Telecom Policy is

adopted

2000 DOT becomes a corporation, BSNL

2001 Policy announced for additional licenses in Basic and Mobile Services

2002 BSNL enters into GSM cellular operation

2003 Unified Access (Basic & Cellular) Service License (USAL) introduced as a

first step towards Unified License Regime

2004 License fee was reduced by 2% across the board for all the access licenses.

2005 Introduced Broadband in the country

Major milestones in the history of BSNL

BSNL, formed in October, 2000, is world's 7th largest telecommunications

company providing comprehensive range of telecom services in India: Wire line,

CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN,

VSAT, VoIP services, IN Services etc. Within a span of five years it has become

one of the largest public sector units in India. BSNL has installed Quality Telecom

Network in the country and now focusing on improving it, expanding the network,

introducing new telecom services with ICT applications in villages and winning

customer confidence. Today, it has about 47.3 million line basic telephonecapacity, 4million WLL capacity, 20.1 Million GSM Capacity, more than 37382

fixed exchanges, 18000BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable,

63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns

and 5.5 Lakhs villages.


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BSNL is the only service provider, making focused efforts and planned initiatives

to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom

operator in the country to beat its reach with its wide network giving services in

every nook and corner of country and operating across India except Delhi and

Mumbai. Whether it is the inaccessible areas of Siachen Glacier or the North-

Eastern region of the country, BSNL serves its customers with its wide bouquet of

telecom services.

BSNL is the numerous Uno operator of India in all services in its license area. The

company offers wide ranging and most transparent tariff schemes designed to suit

every customer. BSNL cellular service, Cell One, has more than 17.8 million

cellular customers, garnering 24%of all mobile users as its subscribers. That means

that almost every fourth mobile user in the country has a BSNL connection. In

basic services, BSNL is miles ahead of its rivals, with35.1million Basic Phone

subscribers, i.e., 85% share of the subscriber base and 92% share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million internet

customers who access internet through various modes, viz. Dial-up, Leased Line,

DIAS, Account Less Internet (CLI). BSNL has been adjudged as the NUMBER

ONE ISP in the country.

BSNL has set up a world-class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through

the same Backbone and Broadband access network. At present there are 0.6 million

data one broadband customers.


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The company has vast experience in Planning, Installation, network integration and

Maintenance of switching & transmission networks and also has a world class ISO

9000certified Telecom Training Institute.

BSNL is the largest telecom operator in India and is known to everybody for Basic

Telephony Services for over 100 years. Presently the Plain old, Countrywide

telephone service is being provided through 32,000 electronic exchanges, 326

Digital Trunk Automatic Exchanges(TAX),Digitalized Public Switched Telephone

Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable, with a

host of Phone Plus value additions to our valued Customers. BSNL's telephony

network expands throughout the vast expanses of the country reaching to the

remotest part of the country.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351820

million (US $ 8 billion) with net profit to the tune of Rs.99390 million (US $ 2.26 billion)for last

financial year The infrastructure asset on telephone alone is worth about

Rs.630,000million (US $ 14.37 billion).The turnover, nationwide coverage, reach,

comprehensive range of telecom services and the desire to excel has made BSNL

the No. 1 Telecom Company of India.


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OWNERSHIP PATTERN

Bharat Sanchar Nigam limited is a public sector communications company in

India. BSNL is Indias oldest and largest communication service provider .BSNL

provides almost every telecom service, however following are the main Telecom

services being provided by BSNL in India:

Universal telecom services Cellular mobile telephone services Internet Intelligent network(IN)

INFRASTRUCTURE FACILITIES

Our corporate office, R&D and factory are situated at the heart of the Trivandrum

city. Our infrastructure is spread across 6000 SQ FEET with four building ,the

main office constitutes of the accounts ,administration ,marketing and directors

offices .there are separate buildings for R&D centre ,that houses the software andquality departments , production buildings where the entire assemble is done ,

and a another separate building for the customer support departments .our

advanced infrastructural setup gives us high production capacity of more than

5000 machines per month.


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AWARDS AND ACCOLADES

Prestigious CNBC Consumer award,2010 ,in the category of bestBroadband service provider of the country was awarded at Mumbai 2010

National telecom operators award in the category best internet serviceprovider in India on May 2010

Award for HEAVY WEIGHT MINI NAVRATNA-NON-MANUFACTURINGAT A function in new Delhi On 6

th April 2010

VISION/ MISSION

Vision

To become the largest telecom service provider in Asia. Create a customer focused organisation with excellence in customer care, sales

and marketing.

Leverage technology to provide affordable and innovative telecom.Service/products across customer segments.

Mission

To provide world class state-of-art technology telecom services to itscustomers on demand at competitive prices.

To provide world class telecom infrastructure in its area of operation and tocontribute to the growth of the countrys economy.

Be the leading telecom service provider ion India with global presence. Generating value for all stakeholders employees, shareholders, vendors and

business associates.

Maximising return on existing assets with sustained focus on profitability.


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Becoming the most trusted preferred and admired telecom brand. Becoming the most trusted preferred and admired telecom brand. To explore International markets for Global presence.

OBJECTIVES

To be a lead telecom service\s provider. To provide quality and reliable fixed telecom service to our customer and

thereby increase customers confidence.

To provide mobile telephone service of high quality and become no. 1 GSMoperator in its area of operation.

To provide point of interconnection to other service provider as per theirrequirement promptly.

QUALITY POLICY:

BSNL Tumkur Telecom Will strives to provide state of the art telecom services as

per corporate goals, with a view to maintain long term relationship with the

customers. We will enable the organization to focus on meeting the customer

expectations by exploring strategies for continual improvement in quality process

technology and services.


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Future growth prospects:

1. It has planned to implement the quality improvement2. In addition to strengthening of market, network quality assurance programs

and Broadband enhancement activities will be undertaken.

3. To create awareness among the consumers, door to door campaign will bearranged by engaging consultancy service.

PRODUCTS AND SERVICES PROFILES:

1. Basic and limited mobile telephone services:-BSNL is the leading service provider in the country in the basic Telephone

services. As of now more than 35 million direct exchange lines and more than

2.2 million Telephone services exist. BSNL has provides number of attractive

tariff packages and plans which shall further strengthen its subscriber base.

2. Cellular mobile telephone services:BSNLs GSM Technology based cellular network reached a long way,

covering 20836 cities/towns with a subscriber base of over 5crores as on 31st

march2010 out of with a 4.5crores cellular telephone are in pre-paid segment.

3. Internet services:BSNL offers dialup internet services to the customers by post-paid service

with the brand Name Net one and pre-paid service with the brand name

Sachartnet. The post-paid service is a CLI based access service, currently


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Operational in localities. Sancharnet is available on local call basis throughout

India to ISDN and PSTIN subscribers. The internet dhaba scheme of the

company aims to further promote internet usage in rural and semi urban areas.

To keep pace with the latest and varied value added services. MPLS based

VPNs is a very is a very useful service for corporate. As it will reduces the

cost Involved as well as the complexity in setting up VPNs for customers

networking. As on 31.3.2005, your companys total internet customer base

was 1798089 and total internet Dhabas were 4143. A total of 708594 dial up

internet connections have been given during 2004-2005, against a target of 7

lakhs. BSNL plans to give 1215980 more dial up connections during the year

2006-2007. As on there were 2367404 internet subscribers are working in

BSNL Network.

4. Intelligent network:Intelligent network services are a service that incorporates several value

added facilities, thoroughly designed to save time and money, and enhance

productivity. At card (ITC), and account card calling (ACC), Virtual private

network (VPN), Universal access number (UAN) and Tele voting IN services,

with the commissioning of five number of new technology IN platforms (four

general purpose and one mass calling) at Kolkata, Bangalore, Ahmadabad and

Hyderabad, the India Telephone card facility and new value added services

are being provided throughout the country.

5. Broad band services:BSNL has launched its broadband services under brand name BSNL

Broadband on 14.1.05. this offer high speed internet access with speed

ranging from 256KBPS to 24 Mbps. Ever since its inception BSNL is


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continuously expanding its broadband network in response to ever growing

demand of Broadband service throughout India present customer base is 3.56

million, with equipped capacity of 6.1 million. BSNL

Broadband services are available in more than 3800 cities and 83000 villages.

THE SERVICE PROVIDED ARE:

High speed internet connectivity (up to 24 Mbps) Broadband width on demand (planned) Virtual private network (VPN) services over broadband Dial VPN services to MPLS VPN customer IPTS Services (at present available in 66 cities) Games on demand services Video surveillance service VOIP Video tutoring services

Entertainment portal

MDF Splitter

MDF Splitter Used on MDF for splitting the voice & data in Broad Band Network.

Used for Splitter tag block IDC insertion tool ADSL-MDF Splitter.

Continuing in its tradition of innovation and bringing forth cutting edge

technology.
http://tfmumbai.bsnl.co.in/product_detail/ep/splitter2.htmlhttp://tfmumbai.bsnl.co.in/product_detail/ep/splitter1.htmlhttp://tfmumbai.bsnl.co.in/product_detail/ep/splitter2.htmlhttp://tfmumbai.bsnl.co.in/product_detail/ep/splitter1.html


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Sim Card

USIM Card Micro Sim Card 32 K Sim Card. 64 K Sim Card

T.Box

Used for termination of Plastic insulation cable of contact diameter 0.4mm to 0.8

mm and insulation diameter 0.7 mm, 1.50mm Specification TEC GR Latest issue
http://tfmumbai.bsnl.co.in/product_detail/ep/ctbox.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/simcard.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/ctbox.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/simcard.htm


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Line Jack Unit (LJU)

It is used for terminating Telephone Exchange line and any other voice/ non-voice

equipment at Subscribers premises.

Specification TEC GR latest issue

LJU MK-IV

LJU MK-IV has two RJ-11 jacks to terminate two instruments / equipments on

same telephone line in parallel. Supplied with or without Gas discharge (GD) tube

to protect the Telephone instrument / equipment from surge voltage. TEC Spec.

No:-GR/LJU-03/02 Aug 04
http://tfmumbai.bsnl.co.in/product_detail/ep/ljumk.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/ljumk.htm


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Splice Closure

Optical fiber splice closure is used in the external network for housing spliced

optical fibre cables and its fibers in secured conditions.

Specification TEC GR No-G/OJC-02/01 Mar.'99 with latest amendts

Fibre Distribution Frame

The FDF is having capacity to terminate 72 pigtails or patch cords each on the lineas well as equipment side, through six different suitable inlets each catering for 12

Nos. of connectorized pigtails or patch cords. The modular type of optical

connector and adaptor mounting unit has been provided along the length of theframe.Specification of TEC GR No-G/FDF-01/01 Jan.'93 with latest amends.
http://tfmumbai.bsnl.co.in/product_detail/ep/fdf.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/spliceclosure.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/fdf.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/spliceclosure.htm


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Tool Kit

The tool kit contains all the necessary tools required to help in proper &methodical installation and assembly of O F cable as well as accessories without

affecting any damage to the able and optical fibre properties.Specification TEC GR No-G/OFT-01/02 Mar.'99

Single Mode Optical Fibre Jumper

The single fiber patch cords and pigtails are used for terminations while connecting

the optical line system to outdoor/indoor optical fiber cables and for other

measuring purposes:

Specification TEC GR No.G/OFJ-01/03 June'99 with latest amendts.
http://tfmumbai.bsnl.co.in/product_detail/ep/opticalfibrejumper.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/toolkit.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/opticalfibrejumper.htmhttp://tfmumbai.bsnl.co.in/product_detail/ep/toolkit.htm


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MCKINSEY 7S MODEL

The 7-s model is a tool for managerial analysis and action that provides a structurewith which to consider a company as a whole, so that the organizations problem

may be solved and a strategy may be developed and implemented .the 7s is a frame

work for analyzing organizations and effectiveness .it looks at the seven key

elements that make the organization and their effectiveness.

structure

systems

style

staff

skills

strategy

Shared

values


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Organization Structure of BSNL Tumkur Branch:

GENERAL MANAGER

DEM (U)

DE(PLG) DE(C-DOPTI/D) DE(EXT)

DGM(R)

DE (ADMN) DE (TPR)

DFA

CAO(P&F) CAO(TRA)

Company H R Policy:-

Selection and Recruitment. Motivation Training Wage & Salary Performance appraisal

DE(MGI)


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o BOARD OF DIRECTORSWhole-Time Director [O6 including CMD]

Shri Kuldeep Goyal Cmd [Up to 31.7.2010]

Shri Gopal Das, Director [Hr] *And [ Wef 01.08.2010]

Shri Rajendrasingh, Director [Enterprise Business] [up to 31.5.2010][ wef

1.08.2010 charge vest with Director (CM)]

Shri R.K Agarwal, Director {Consumer Mobility} & {Enterprise} [Wef 1.08.2010]

Shri rajah Wadhwa, director [consumer Fixed access]

Director [Finance] vacant-charge vest with the CMD.

GOVERNMENT NOMINEE DIRECTORS [02]

1. Shri J S Deepak, Js (T) In Dot {17.3.2011}2.

ShriP.K.Mittal , DDG [AS-II] In Dot [upto 12.2.2011]3. Shri R.N. Jha, DDG [IR] in DoT [wef 21.2.2011]

NONOFFICIAL-TIME DIRECTOR [04]

1. Dr.S.K.Kak Director2. Shri Mahesh shah director3. Shri sanjiv director4. Shri AshishGuha Director {wef 21.05.2010


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WORK FLOW STRUCTURE

Sr.DDG(PF)

Sr.DDG (FP)

Sr.DDG (SPF)

Sr.DDG(SPF)

DDG(EF/TAX)

DDG(BBF)

DDG(T&C)

DDG(CA)

DDG(IA)

DDG(TRF)

CGM(NATFM)

DDG(CS)

DDG(MS)

DDG(PG)

DDG(IT)

DDG(NM)

DDG(MIS)

DDG(TS)

CGM/ETR

CGM/NTR

CGMSTR

CGM WTR

CGM(NCES)

CGM(T&D)

Sr.DDG(BBD)

DDG(CMTSOM)

DDG(CMTS)

DDG(COMML)

DDG(MKTG)

DDG(REGULN)

DDG(ILD)

DDG(NS)

Sr.DDG(Arch)

Sr.DDG(BW)

Sr.DDG(SP)

Sr.DDG(LTP)

Sr.DDG(sw)

Sr.DDG(ltp)

DDG(SW)

DDG(TX)

DDG(MM)

DDG(PG)

DDG(IT)DDG(NM)

DDG(MIS)

DDG(TS)

CGM/ETR

CGM/NTR

CGMSTR

CGM

WTR

Andman&NICOBAR

AndhraPradesh

Assam

Bihar

Gujarath

Haryana

Jammu &Kashmir

Karnataka

Kerala

Punjab

u-p

u-p(w)

westBengal

Chennai

TD

DIRECTOR

(FINANCE)

DIRECTOR

(OPERATIO

S)

DIRECTOR

(COMML&

MARKETING)

DIRECTOR

(PLANNING

& NS)

DIRECT

OR

(HRD)

CGMS

CMD BSNL


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DEPARTMENTS

FINANCE DEPARTMENT:

Bharath Sanchar Nigam Limited, The largest public sector undertaking of the

Nation, is certainly on a financial ground thats sound. The corporation has a net

worth of Rs.78757crores (US $ 17.71 billion), authorized equity capital of

Rs.10000crores (US$2.25billion), paid up equality capital of Rs.5000crores (US

$17.71 billion), authorized equity capital of Rs.10,000crores (US$ 2.25billion),

paid up equity capital of Rs.5000crores (US $ 1.12 billion) and Revenue is

Rs.40,177crores (US $ 9.04 billion) in 2005-2006.

MARKETING DEPARTMENT:

MARKETING is as old man kind. Now marketing has become a broad term in

BSNL marketing deportment is associated with the exchange of goods, service andideas. Goods it is a physical entity. Ex: CD-ROM, shirt etc. service: human effort

cladded with mechanical effort to provide intellectual or spiritual benefits to the

customers. Ex: The blue print of a business plan, computer software. Marketing

aims at meeting needs profitable.


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OPERATIONS DEPARTMENT:

This sector is mainly intended for developing software packages. The functions of

this department are

Launching of packages for BSNL Telegram booking Cash management All India MIS Fleet management Web based telegram message system This department is the heart of BSNL.IT Cell is mainly for the purpose

introducing new software for BSNL implementation of Inventory package

(MIS) has been included as a part of BBS.

HUMAN RESOURCES DEVELOPMENT:

With a corporate philosophy that considers Human Resource as the most prized

assets of the organization, its natural for BSNL to continually hone employee

skills, enhance their Knowledge and their expertise and their aspirations to fruition

.even as BSNL goes about conducting its business activities, it lays emphasis on

constant enhancement of knowledge and skills through regular training programs.

Bharat Sanchar Nigam Limited has a vast reservoir of highly skilled andexperienced work force of about 3, 57,000 personnel.


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STAFF:

DIFFERENT CADRES AND STENGTH IN EACH CADRE

GROUP A GROUP B

Executive Director 04 Sr.SDE/SDE/SrAO/AO/AAO/PS/ADOL/AE/MANAGER

23964

CGM/PG/PCE 59 Dy ManagerJAO/PA/JTO/AM/ASTT

23350

Sr GM/GM/CE/ChiefArch

663

AddI GM/DGM/SE 1584

AGM/DE/EE 5395GROUP C GROUP D

Telecom mechanic 98265 RM 33830

Motor driver 2930 Office Peon 1759Line Man 1174 Cleaner/jamadar/safaiwala

waterman1223

Sr TOA G 11388 Daftary/Khalasi/Recod-Keeperjunior sports Assistant

1195

TTA 17319 Chowkidar 572Sr TOA/TOA etc 49283

Duties of staff

Duties of group DLying of cables, maintaining the masts and antenna, carrying files to departments,

attending the complaints etc


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Duties of group COverhaul and lineup of all system, order staff for repair of faulty components,

spare parts checking etc..

Duties of group BProper maintenance of lines and execution of works, scrutinize test results,

equipment and cable analyzed critically, maintain work the stations and exchanges,

carry out proper administrative work and maintenance, regular inspection of

exchanges.

Duties of group ATo see that the concerned departments activities are being carrying out properly,

responsible of the department as a whole.


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NUMBER OF EMPLOYESS IN THE ORGANIZATION

In the Tumkur district BSNL HAS 521 EMPLOYESS ,it can be shown from the

following table.

NUMBER OF EMPLOYEES IN THE ORGANIZATION:

DESIGNATIONS NUMBER OF EMPLOYEES

GM 01

DGM 01

CAO 02

SDE 11SSDE 30

JTO 43

AO 06

JAO 02

PA 01

HGD 01

SA 02Drivers 03

STOA(General) 50Telecom mechanics 251

SKILLS

A skill is the ability or talent to perform a task well or better than average . the

distinctive competences what the company does best, ways of expanding or

shifting competencies . the capabilities and competencies that exist within the

company . what it does best. The actual skills and competencies of the employees

are working for the company.


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Managerial skills :

Dedication ,observation, knowledge ,monitor employees performance,

implementation of professional development programs ,demonstrates working

knowledge and expertise ,good decision making ,ability to conduct and evaluate

research.

INTERPERSONAL SKILL:

The term interpersonal skills is used often in business contexts to refer to the

measure of a persons ability to operate within business organizations through

social communication and interactions .it includes the ability to read and manage

the emotions ,motivations ,and behaviors of oneself and others during social

interactions or in a social-interactive context.

TECHNICAL SKILLS:

Languages: c, assembly language. Hardware: switch mode suppliers , since wave inverters ,DLC & FWT

chargers ,DCDC converters, FWT

Other technical concepts: Knowledge of microchip assembly languageprogramming.

Laying low telephone lines and cables


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SYSTEMS

The procedures, processes and routines that characterize how the work should be

done: financial systems; recruiting, promotion and performance appraisal systems;

information systems

Appraisal system:

Promotion is done mainly on the basis of seniority and the exam that isheld.

To promote JTO to the SDE cadre :2/3rd of the seats promoted byseniority and 1/3rd of the seats by written exam .the exam is for the

employees JTO who have completed at least 3 year service .15% seats

are reserved for SC and 7.5% seats are reserved for ST .

To promote SDE to DE cadre: only on sonority .15% of seats arereserved for sc and 7.5% seats are reserved for ST.

To promote DE to DGM cadre: this is based only on seniority and noexam considered


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STYLE:

The leadership approach of top management and the companys overall operating

approach .management style; more a matter of what managers do than what they

say; how do a companys managers spend their time? What are they focusing

attention on? Symbolism the creation and maintenance of meaning is a

fundamental responsibility of managers.

BSNL is top down approach .BSNL is authoritarian in nature

Decision making process

Decision making process

BOD

CHAIRMAN AND MD

FUNCTIONAL DIRECTOTS

EXECUTIVES


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This is how the decision making on a particular topic or assignment takes place in

the organization .the BOD will be having an effective control over the functions of

daily activities in the organization.

This helps in easy carrying of business and shows how the team effort is important

.it shows the co-ordination among the different employees of the organizations.

STRATEGY:

A marketing strategy is the planning and deployment methods used to obtain

customers for an organization. The marketing strategy involves segmenting and

targeting which markets will be most beneficial to an organization and then

marketing to those markets.

Actions a company plans in response to or anticipation of changes in its external

environment. The direction and scope of the company are over the long term.

Plans for allocation of a firms scarce resources over a time to reach its identified

goals, environment, competition, customers.


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MARKETING STRATEGIES:

AS we know BSNL is the number 1 mobile telecom company in India, we are

eager to know how they have made it to top .so some of the marketing strategies

adopted by them are:

BSNL has clear technology strategy in line with its mission of providing services

with world class state-of-art technology at affordable prices. Since the telecom

industry is undergoing frequent technological revolutions the product cycle are

very short, BSNL should go in for innovative products based on convergent

technology in order to acquire dominant market position.

This can be achieved by-

Replacement of all the outdated technologies immediately

Redeployment of unutilized capacities should be considered first.

Early deployment of cost effective WI FI / WI MAX technologies

PRICING:

Pricing is one of the four ps of the marketing mix .the other three aspects are

product management, promotion, and place .it is also a key variable in

microeconomic price allocation theory.


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SHARED VALUES

The interconnecting center of McKinseys model is shared values. What does the

organization stands for what it believes in. central beliefs and attitudes. Compare

strategic intent .the values and beliefs of the company.

Ultimately they guide employees towards valued behavior

One of the main values of BSNL is to address the problems or a grievance that has

happened to its customers .so it has a redressed mechanism

Shared values define organizational behavior and what the organizational strives to

achieve .shared values shape planning for the future, determine reaction to current

events, and guide at moments of decision. The shared value of an organization

refers customers satisfactions ,implementing of automated machines and the and

the most important thing would be the social responsibility of the organization

.with regard to the above said shared values the company is functioning in all the

areas which are explained as follows.

Customer satisfaction:

Customer satisfaction is the objective of the company and this is achieved by the

company by maintaining the quality and the standard of the products produced

according to the need of the customer.

Quality management:

The company is providing the better quality products and maintaining the ISO

standard and follows six sigma.


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Social responsibility:

BSNL contribution to include setting up and managing educational institutions

hospitals, school for the mentally challenged and rehabilitation centers for the

underprivileged. BSNL believes that compassion empathy and service orientation

are essential for overall excellence. BSNL follows clean & green policy as a

concern for environment through profuse greenery in all the units. A forestation,

effluent treatment, used water recycling, generation and use of biogas and rain

water harvesting.

SWOT ANALYSIS

STRENGTHS

1. Good brand name and image in the minds of people as excellent Telecomservice provider.


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2. Good network Coverage throughout India because of its wide built networksince years.

3. Services, which ensure value for money of the customers.4. Adoption of C-DOT Technology which is users friendly and which good

facilities.

5. Reasonably charged roaming facility provided exclusively by BSNL with noextra costs.

6. Experienced and technical staff.

WEAKNESSES

1. Less advertising activities.

2. Customer is not updated with the latest information.

3. 3Lack of strategic alliance

OPPORTUNITIES

1. Rapid growth in Telecom sector.2. Prevailing same rates in all the states will be an attractive feature.


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3. More Customer care services units are to be opened in Tumkur Telecomdistrict.

4. Increasing Networking reach and capacity, by adding more towersTHREATS

1. Entry of new competitors.2. There is a stiff competition among other service providers who advertise

widely.

3. Price war between the competitors.

Learning Experience:

BSNL Tumkur branch provides a good opportunity for the students to carry out the inplant training work.

BSNL gave me a general outlook of the branch and its working. He also explained me thegrowth and development of the branch.

BSNL has a high financial power, as it is earning huge profits since several years.Came to know that there is a transparency in communication at all levels; there are

barriers for making every one aware of training and development.

Performance standards are fixed at corporate level like committee consistent,representatives of both management and employees.

Self-initiation for training by the employees is always encouraged.


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Financial statement:

As on 31st March 2012

(Rs. In Lakh)

As on 31st March 2011

(Rs. In Lakh)

I EQUITY AND LIABILITIES

Shareholder's Funds:Share Capital 1,250,000 1,250,000

Reserves and Surplus 5,867,102 6,756,875

7,117,102 8,006,875

Non-current liabilities:

Long term borrowings 98,318 98,318

Other Long term liabilities 426,257 452,605

Long term provisions 627,981 583,098

1,152,556 1,134,021

Current liabilities:

Short term borrowings 204,047 72,000Trade payables 984,668 1,139,305

Other current liabilities 612,631 622,374

Short term provisions 128,015 121,231

1,929,361 1,954,910

TOTAL 10,199,019 11,095,806

II ASSETS

Non-current assets:

Fixed Assets: 5,083,121 5,516,005

-Tangible assets 1,620,053 1,713,231

-Intangible assets 428,048 523,412- Capital work-in-progress 2,043 1,267

- Intangible assets under development 7,133,265 7,753,915

Non-current investments 601,352 550,141

Deferred tax assets (net) 6,238 9,215

Long-term loans and advances 66,896 74,637

7,807,751 8,387,908

Current Assets:

Inventories 359,678 394,824

Trade receivables 396,218 443,181

Cash and Bank Balances 188,509 250,008Short-term loans and advances 114,142 124,391

Other current assets 1,209,106 1,342,745

2,267,653 2,555,149

III Intra/Inter Circle Remittances 123,615 152,749

Total 10,199,019 11,095,806


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Part-B

GENERAL INTRODUCTION:

CUSTOMER

CUSTOMER IS THE KINGTHE MODERN MANTRA

A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption in our work.

He is purpose of it, He is not an outsider to our business.

He is part of it we are not doing him a favor by serving him.

He is doing us a favor by giving an opportunity to do so

Individual buyer: The most commonly thought of situation is that of an individual

making a purchase with little or no influence from other. However, in some cases a

number of people can jointly involve in a purchasing decision. At time an entire

family makes a decision to purchase a commodity.

Some purchases involve individual decisions and some collective efforts are

needed. The study of consumer behavior has lot of implication on marketing of

goods and services and buying and decision has to be made out.

Marketing is a new way of thinking about how companies and other organizations

can develop beneficial exchanges with target customers who seeking to satisfy

need or want. Marketing is the process of choosing market to be in, products to

offer prices to change, distributors to use and messages to be sent.


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Customer satisfaction

Whether thebuyer is satisfied after purchase depends on the offers performance in

relation to the buyers expectations. In general, satisfaction is a persons feelings of

pleasure of disappointment resulting from comparing a products perceived

performance (or outcome) in relation to his or her expectations, If the performance

falls short of expectations, the customers is dissatisfied. If the performance

matches the expectations, the customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied or delighted.

The link between customer satisfaction and customer loyalty is not

proportional. Suppose customer satisfaction is rated on a scale from one to five. At

a very low level of customer satisfaction (level One), customers are likely to

abandon the company and even bad-mouth it. At levels two to four, customers are

fairly satisfied but still find it easy to switch when a better offer comes along. At

level five, the customer is very likely to repurchase and even spread good word of

mouth about the company. High satisfaction or delight creates an emotional bond

with the brand or company, not just a rational preference. Xeroxs senior

management found out that its Completely satisfied customers are six times

more likely to repurchase Xerox products over the following 18 months than its

very satisfied customers.


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CONSUMER BEHAVIOUR

Buyer behavior is attempted to understand and predict human actions in the buying

role.

Consumer is a person who buys goods for his personal use and not for resale.

Buyer is a person whose purchases the goods either for resale or for his

personal use

The term consumer behavior refers to the behavior that consumers display in

searching for purchasing using, evaluating and disposing of products and services

that they expect will satisfy their needs. The study of consumer behavior in the

study of how individuals make decisions to spend their available resources (time,

money, and efforts) on consumption related item. It includes the study if what they

buy, why they buy it, where they buy it and how often they use it.

Consumer differs in the age, income, taste and preference and educational level

and therefore marketers should identify the different customer groups and develop

products and services according to the needs of the consumers are:

1. He may be and individual or a family.2. The consumption form of goods or services.3. The purchase is made for personal consumption.

Why We Study Consumer Behavior?

There are various reasons as to why people study consumer behavior. As

consumers, we benefit from insights in our own consumption related decisions,

what we buy, how we buy and the promotional influences that persuade us to buy.


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The study of consumer behavior enables us to become better that are wiser

customers.

As marketers and future marketers, we are able to understand consumer behavior,

then we can predict how consumers are likely to react various information. Which

help us to shape the marketing strategies accordingly to gain a competitive

advantage in the marketing.

Consumer behavior was a relatively new field of study in the mid late 1960. This

new discipline borrowed heavily from the concept enveloping other scientificdisciplines likes psychology, sociology etc. many early theories were based on the

economic theories, on the nation that individual act rationally to maximize their

benefits in the purchase of goods and services.

The initial thrust to consumer research was from a managerial perspective here

marketing manager wanted to know the specific causes of consumer behavior.

They regarded it as an applied marketing science, if they could predict consumer

behavior they could influence. This approach has come to know gas positivism and

is concerned with predicting consumer behavior is known as positivists.

Importance of Consumer Behavior

1. Consumer behavior is dynamic and changes continuously according to changesin consumer taste and preference. Therefore a study to analyze, monitor and

understand the consumer behaviors is very essential.

2. Only by standing consumer behavior a businessman can solve the problemsfaced by the consumers.

3. A study of consumer behavior helps in effective marketing management.


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4. Product decision regarding price, promotion and distribution can be taken onlyafter studying the consumer behavior and how they react to the product.

5. In an Indian marketing where changes take place very after, where thegovernment rules keeps on changing, it I essential to study the expectations of

the consumer based on the changes.

6. Consumer behavior study helps a market in exploiting new opportunities andmeeting the challenges and requirements of an Indian market.

The various disciplines having influence on the consumer behavior:

DisciplineComprising or governed by

1. EconomicsDemand, Supply, Income, Purchasing

Power.

2. PsychologyNeed & Motivation, Personality

Perception.

3. Sociology

Learning, Attitude, Social Class, Society,

power, Esteem Status.

4. Socio PsychologyGroup, Behavior, Group Norms, Group

Influences, role leader.


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Determinants of consumer behaviorCulture

factorsSocial factors Personal factors

Psychological

factors

1.Culture1. ReferenceGroup

1. Age and stage

of life cycle1. Motivation

2. Sub culture 2. Family 2. Occupation 2. Perception

3. Social class 3.Role&Status3.Economic

circumstances3. Learning

4. Life style

5. Personality and

self-concept.

Background of the study consumer satisfaction

Consumer satisfaction measures the gap between customer expectations

offers provided by the company. If a customer of a product or dealer services

exceeds his/her expectations, then the amount will exceed and equals the

satisfaction, conversely, if the person experience falls short of expectation. The

short fall will be equal to dissatisfaction, thus customer satisfaction is the art of

managing customers expectations and experience.


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Many companies now are fighting for shares of flat or fading markets. Thusthe costs of attracting customer are raising, in fact it costs five times as much to

attract new customers and it does to keep the current customer satisfied. The

satisfied customers make repeat purchases and they tell others about the quality of

the product and experiences of consumption of the product. Smart companies give

services and delight the customers by delivering more than they promise were

made. This concept is accepted by universally, that is satisfaction of customer is

the ultimate benchmark of organization success.

Simply running complaint and suggestions systems may not give the company a

full picture of customer satisfaction and dissatisfaction. The worlds biggest

business has set up systems for regularly tracking customer satisfaction by

conducting surveys .The customer satisfaction survey is the management discover

1990ssince 1992. Bain &Co. have conducting survey in 15 developed countries to

find out how managers rank management techniques in terms of their impact to the

bottom line. In the year customer satisfaction survey ranked high with 79 percent

users.


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CUSTOMER SATISFACTION. (Products perceived performance & customerExpectation.)

High customer

satisfaction leads to

High Customer

Loyalty.

Therefore, many companies are aiming at TCS (Total Customer

Satisfaction). For such companies, Customer satisfaction is both a goal & a

marketing tool.

Marketers should no longer afford to think as market researches, advertising

people, direct marketers, and strategiststhey have to think and proceed as

Customer Satisfiers.

The key to customer retention is customer satisfaction.

A highly satisfied customer

Stays Longer. Talks favorable about the company and its products.

Buys more as the company introduces new products and upgrades existingproducts.

Pays less attention to competing brands and advertising and is less sensitive toprice.

Offers product or service ideas to the company.

Customer

Products

Perceive

Performa

Should


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Costs less to serve than the new customers because transactions are routinized.

High lights:

One satisfied customer in 10 years would bring 100 more. Acquiring new customers costs 5 times than to retain the current customers. So, customer retention must be given greater importance.

Companys assets have little value without the existence of customers. The key

company taste therefore is to attract and retain customers. Customers are attracted

through competitively superior offerings and retained through better customer

service. So, planning for the customer service is very crucial.

CustomerSatisfaction

Value of Customer Satisfaction

By Andrew Mennie, General Manager Gain Communications EMEA

What is the connection between customer satisfaction and the bottom line? Ever

wondered how much customer satisfaction is worth? We all know and accept

that it is a strategic goal for all organizations involved in the delivery of

customer service. Yet in all my experience as a professional in this arena,

I have never come across a customer services director who could articulate the

financial value of customer satisfaction to their business. Conversely, I have

never met a customer service Director Who wasnt measured on it. How Bizarre.

Big business is happy to measure it but doesnt know what its worth. One of the

reasons for the difficulty in making the connections is the Intangibility of

customer churn. That is to say, how dissatisfied does Customers have to be before

they leave and sign with the competition? What Might be an in tolerable


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experience for one customer may well exceed all Expectations of another. Then

theres competition. What if there isnt any? Before deregulation how concerned

were the large utility companies with Customer satisfaction or British Telecom

comes to that interesting therefore that the telecoms sector is where war is being

waged on Customer Satisfaction Could it that be high customer satisfaction

attracts new customers and helps retain existing ones? Sounds like that could be

worth something.

There is no question that customer satisfaction is difficult to measure, but why

Is measurement so essential?

As a student I opened my first bank as an adult with a major high streetBank. They attracted me with their offer of a $ 10 deposit to the account. I

Stayed with them through the four years of university, through the gradually

Increasing overdraft, the unintentional forays beyond the overdraft limit, the lost

ATM cards, the replacement cheque books, the minimal deposits, the Regular

and very small withdrawals. Except for the penalty charges for the Overdraft

excursions the bank made very little money out of me, and in fact incurred

untold cost in maintaining me as a student customer.

All that efforts are clearly with the goal of keeping me in my earning years and

reaping back their investment. In fact I felt consciously loyal to them at that point

and even recognize that it was my turn to pay them back. So why was their

customer service so poor once I became a full-time employee? I stayed with them

for several years using them for mortgage service, investment and insurances but

eventually churned to one of the first telephone banks. I have been with them a

few years now and every time I phone them they are aware of my recent

communications with them, request that I have made and they dont try to sell an

unwanted insurance policy at the end of every call.


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STATEMENT OF THE PROBLEM

Customer is one of the important connecting links in gigantic mechanism.

They form a better source of information regarding their likes and dislikes of theproducts. Thus survey is to know the satisfaction and perception of the peoples

(both users & non users) towards the BSNL services; this survey is carried in

Bangalore city with the following objectives

OBJECTIVES

1. To know the customer Perception towards BSNL mobile service.

2. To know the user & nonuser perception towards BSNL Service.

3. To find out the factors which influence the purchase decisions of the

customer?

4. To understand future purchase in terms of

A) Various plans

B) Plus rate

C) Individual or corporate

D) Post-paid or pre-paid

E) Features

Need and importance of study:

Individual firms have discovered that increasing levels of customer satisfaction can

be kinked to customer loyalty and profits. Customers seek out products and

producers that are best able to satisfy their requirements. A product does not need

to be rated highest by customers on all dimensions, only on those they think are

important.


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There is an important relationship between customer satisfaction and customer

loyalty. This relationship is particularly strong when customers are very satisfied.

The purpose, of course, in measuring customer satisfaction is to see where a

company stands in this regard in the eyes of its customers, thereby enabling serviceand product improvements that will lead to higher satisfaction levels. The research

is just one component in the quest to improve customer satisfaction.

As the company intends to increase its market share and concentrate more on its

core products, this study will help them to devise / improve their strategies.

SCOPE OF THE STUDY

Since many companies have entered in the telecommunication market, it has

become necessary for BSNL Company to analysis consumer value on competitors

of Service. This will help BSNL to identify its strengths & weaknesses & to know

consumer attitudes & perception towards the company

METHODOLOGY

The research was descriptive in nature. The major purpose of research indescription of the state of affairs is existed. The method of research utilized for

survey.

METHOD OF RESEARCH

Survey method:

A Survey is a complete operation, which requires some technicalknowledge Survey methods are mostly personal in character. Surveys are best

suited for getting primary data. The research obtains information from the

respondents by interviewing them.


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Sampling: It is not always necessary to collect data from whole universe4. A small

representative sample may serve the purpose. A sample means a small group taken

in a large lot. This small group taken in a large lot .This small group should beemanative cross section and really representative in character. This selection

process is calls sampling.

Sample size: Samples are devices for learning about large masses by observing a

few individuals. The selected sample is 100.

Methods of Sampling

Random sample method:

The method adopted here is random sampling method. A Random

sample is one where each item in th3e universe has as an equal chance of known

opportunity of being selected.

Research Instrument

Questionnaire:

A questionnaire is a carefully complied logical sequence of questr5ions

directed to a define objective. It is the outline of what information is required andthe framework on which the data is built upon. Questionnaire is commonly used in

securing marker information that its preparation deserves utmost skill and care.

Collection of data:

One of the important tools for conduction market research is that availability

of necessary and useful data. Date collection is more of an art than a science. The

methods of marketing research are in a way the methods of data collection. Thesources of information fall under two categories.


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Internal sources:

Every company has to keep certain records such as accounts, reports etc.

these records provide sample information which an organization usually keepscollection in its working.

External sources:

When internal records are insufficient and required information is not

available, the organization will have to depend on external sources. Of data are.

a) Primary data:

The data collected for a purpose in original and for the first time is knownas primary data. The researches collect this data to study a particular problem.

Here the primary data is data collected through questionnaire by directly meeting

the customers

b) Secondary Data:

The data, which is collected from the published sources i.e., not

originally collected of the first rime is called secondary data.

Here the secondary data is data collected from the companys brochures,

pamphlets, catalogues and the website.


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LIMITATIONS

1. The sample selected cannot be judged as error free because hardly the

sample is an exact miniature (representation) of the population.

2. The attitudes of respondents are heterogeneous in nature and the nature and

chances of biased information cannot be ruled out.

3. Due to lack of proper awareness the information given by the respondents

can be erroneous.

4. The survey is confined to the city of Bangalore only.


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DATA ANALYSIS AND INTERPRETATION:

1. The table showing age group of respondents:Sl. No. Groups (years) Response Results

1. Below 20 39 39%

2. 20-30 30 30%

3. 30-40 15 15%

4 40-50 10 10%

5. Above 50 6 6%

Total =100

1) The graph showing age group of respondents:

INFERENCE:

The above table and graph showing results regarding the respondents age groups

in survey. This graph shows that taking consideration of age and respondents when

age keeps increasing the respondents age group will get decreasing. In this graph

there is highest respondents in the below 20 years age group.

0%

5%

10%

15%

20%

25%

30%

35%

40%

Below 20 20-30 30-40 40-50 Above 50

39%

30%

15%

10%

6%

Respondents Age Group


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2. The table showing gender of respondents:Sl. No. Groups (years) Respondents Results

1. Male 67 67%2. Female 43 43%

Total =100

2) The Graph showing gender of respondents:

INFERENCE:

The above table and graph showing results regarding the respondents gender

groups in survey. There are 67 male respondents and 33 female respondents in this

survey.

Male

67%

Female

33%

Gender of Respondents


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3. The table showing educational qualification of respondents:Sl. No. Qualification Response Results

1. Schooling. 11 11%

2. Pre degree courses 22 22%

3. Undergraduate 24 24%

4 Professional 27 27%

5. Post graduate 16 16%

Total =100

3) The graph showing educational qualification of respondents:

INFERENCE:

The above table and graph is showing details about the respondents

educational qualifications. The graph shows there highest respondents are

mainly professionals and lowest is schooling level educational background

respondents.

Schooling.

11%

Pre degree

courses

22%

Undergraduate

24%

Professional27%

Post graduate

16%

Educational qualification


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4. The table showing network preference of the customers:Sl. No. Brands Response Results

1. BSNL 35 35%2. Airtel 30 30%

3. Reliance 9 9%

4 Vodafone 16 16%

5. Others 10 10%

Total =100

4) The graph showing the network preferences by the respondents:

INFERENCE:

The above table and graph is showing details about the network preference by the

respondents. The most of the respondents are BSNL network holder. There is

highest network preference for BSNL and lowest is for Reliance network. This

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