bsnl hydrabad praveen s 0557

8/3/2019 BSNL Hydrabad Praveen S 0557

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INTERNSHIP STUDY

ONCUSTOMER PERCEPTION OF BSNLLANDLINEVALUE ADDED SERVICES

STUDY CONDUCTED AT

BSNL,HYDERABAD

Submitted in partial Fulfillment of the requirements for MBA Degree ofBangalore University

Submitted By

Praveen.S

Reg.No.05XQCM6065

UNDER THE GUIDENCE OF

Dr. N.Vishnumurthy, Mr. T.V.N.Rao,Telecom Engineer, BSNL Professor, MPBIM

M.P.Birla Institute ofManagementAssociate Bharatiya Vidya Bhavan

Bangalore-5600012006-2007

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STUDENTDECLARATION

I here by declare that INTERNSHIP TRAINING REPORT submitted in

partial fulfillment of the requirement of degree of MASTER OF BUSINESS

ADMINISTRATION (MBA) to Bangalore University under the guidance and

supervision of Dr. N.Vishnumurthy, Telecom Engineer, BSNL, Hyderabad and

Prof T.V.N.Rao, M P Birla Institute of Management, Bangalore, is my original

work and not submitted for the award of any other degree, diploma, fellowship or

other similar title or prizes.

Bangalore Shivanand K SReg No:

05XQCM6088Date


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PRINCIPALS CERTIFICATE

This is to certify that the internship report titled Customer

Perception Of BSNL Landline Value Added Services has been

prepared by Mr. Praveen.S bearing registration number

05XQCM6065, under the guidance of Prof. T..V.N. Rao at

M.P.Birla Institute of Management, Associate Bharatiya Vidya

Bhavan, Bangalore.

Place: Bangalore Dr. NagesMalavalli

Date: Principal,MPBIM


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GUIDES CERTIFICATE

This to certify that this report titled Customer Perception of

BSNL Landline Value Added Services has been prepared by

Mr. Praveen.S bearing the registration no.05XQCM6065 is a

bonafide work done under my guidance during the academic

year 2006-07 in a partial fulfillment of the requirement for the

award of MBA degree by Bangalore University. To the best of my

knowledge this report has not formed the basis for the award of

any other degree.

Place: Bangalore Prof. T.V.N.Rao,

Date: Professor, MPBIM


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ACKNOWLEDGMENTS

With all sincerity and respect, I would like to express my gratitude to

Dr. N S Malavalli, Principal, M.P.Birla Institute of Management for giving me an

opportunity to have Corporate Exposure and Learning at BSNL.

I would also like to thank Mr. R.K.Arnold, Chief General Manager, Andhra

Pradesh Telecom Circle and Mrs. Monisha Biswas, General Manager

(Marketing) for permitting me to carry out this study.

I am extremely grateful to Mr. Munindranath, Deputy General Manager

(Marketing) and Mr Satyanna, AGM (Marketing) for kind cooperation, support,guidance and valuable suggestions.

I owe my gratitude to my guide, Dr. Vishnumurthy, Junior Telecom

Officer, BSNL, for guiding me, throughout the entire project and giving me his

valuable suggestions.

I also owe my gratitude to my internal guide Mr. T.V.N.Rao (Professor,

MP Birla Institute of Management) for valuable suggestions and guidance.

I would like to express my profound gratitude to all those who have helped

me directly or indirectly in the cse of this study.

Praveen.S


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CONTENTS

PART A (Organization

Study)

PART B (MarketSurvey)

S.No Topic Page Number

1 Executive

Summary

I

2 Introduction, Methodology,

and SampleQuestionnaire

1

3 Revelations of BSNL

Subscribers

4

4 Findings from BSNL

Subscribers

39

5 Revelations of non BSNL

Subscribers

41

6 Findings from non BSNL

Subscribers

46

7 Recommendation

s

47

S.No Topic Page Number 1 Executive

Summary

I2 History of the

Company

13 Vision, Mission and

Objectives

24 Organization

Structure

45 Hierarchy of Andhra Pradesh Telecom

Circle

56 Marketing

Department

67 Business Development

Department

12

8 PlanningDepartment

159 Network

Coordination

1810 Telegraph Traffic and

Administration

2011 Human Resource

Development

2312 Financ

e

2813 Statistics of BSNL

Services

3114 Future

Plans

3615 Technology 3816 SWOT

Analysis

39


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EXECUTIVE SUMMARY

As a part of the course curriculum of degree of Master of business Administration

at Bangalore University I am required to undertake an internship work in an

organization in second semester. Internship training enabled me to know the

realities of the business and application of theoretical knowledge in practical

environment. Infact, the purpose of this training is to create the Managers with

greater adaptability and who can provide creative solution to the organization

they work with. So it helps the student to become a complete manager for the

industry and efficient. This internship report is an effort of mine for the fulfillment

of the same.

BSNL is the largest telecom service provider in India and seventh largest in the

world. Also, it is the biggest Public Sector Unit in India. It is the only service

provider, making a focused efforts for bridging the urban rural divide in India.

It was a great opportunity for me to work with this company and being a part of

the company; I carried out the Organization Study and a survey on Customer

Perception of BSNL LANDLINE VALUE ADDED SERVICES. This training has

really improved my level of confidence and in the process I have gained many

new skills.

Finally it was a nice experience during my entire training period In BSNL, APTelecom Circle and I think my effort in preparation.


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HISTORY

Bharat Sanchar Nigam Ltd. is formed in October, 2000, from itspredecessor, Department of Telecommunications.

It has emerged as World's 7th largest TelecommunicationsCompany. It provides comprehensive range of telecom services inIndia.

Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrierservice, MPLS-VPN, VSAT, VoIP services, IN Services are some ofthe famed services provided by BSNL.

BSNL has emerged as the largest public sector company in India in aspan of five years.

BSNL has installed Quality Telecom Network in the country and nowfocusing on improving it, expanding the network, introducing newtelecom services with ICT applications in villages and winningcustomer's confidence.

BSNL is the only service provider, making focused efforts andplanned initiatives to bridge the Rural-Urban Digital Divide ICTsector.

There is no telecom operator in the country to beat its reach with itswide network giving services in every nook & corner of country andoperates across India except Delhi & Mumbai.

Whether it is inaccessible areas of Siachen glacier and North-easternregion of the country. BSNL serves its customers with its widebouquet of telecom services.

BSNL is the only operator of India to have all services in its licensearea.

The company offers vide ranging and most transparent tariffschemes designed to suite every customer.

The company has vast experience in Planning, Installation, networkintegration and Maintenance of Switching & Transmission Networks


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and also has a world class ISO 9000 certified TelecomTrainingInstitute.

VISION, MISSION AND OBJECTIVES

VISION

To become the largest telecom Service Provider in

SouthEast Asia.

MISSION

i. To provide world class State-of-art technology

telecomservices on demand at affordable

price.

ii. To Provide world class telecom infrastructure

todevelop the country's economy.

OBJECTIVES

To be a Lead Telecom ServicesProvider.

Build customers confidence through quality

andreliable

service.

Provide Bandwidth on demand.

Contribute

towards:i. National Plan Target of 250 million subscriber base

forthe country by December2007.ii. Broadband customers base of 20 million in the

countryby 2010 as per Broadband Policy 2004.

iii. Telephone in all

villages.iv. Implementation of Triple play as a regular

commercialproposition.


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BOARD OFDIRECTORS

Corporate structure of BSNL Board consists of CMD & Five full timeDirectors.

1. Human Resource Development (HRD)2. Planning & New Services

3. Operations4. Finance5. Commercial & Marketing


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ORGANIZATION STRUCTURE


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HIERARCHY OF ANDHRA PRADESH TELECOM CIRCLE

[HYDERABAD ANDSECUNDERABAD]


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O R G A N I Z A T I O N C H A R T O

G M

M A R K E T I N G

G M

B U S I N E S

SD E V E L O P M E N T

G M

P L A N N I N G

G M

N E T W O R

KC O O R D I N A T I O N

G M

T E L E G R A P

T R A N S M I S S

G M

F I N A

P G M

C G M

MARKETING

STRUCTURE OF MARKETING

DEPARTMENT:


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JT O

MARKETING

SDE

MARKETING

AGM

MARKETING-1

JTO

MARKETING

SDE-1

MARKETING

JT O

MARKETING

SDE-2

MARKETING

JT O

MARKETING

SDE-3

MARKETING

JT O

MARKETING

SDE-4

MARKETING

AG M

MARKETING-2

JTO

CUSTOMER

SERVICE

SDE

CUSTOMER

SERVICE

SDE

PUBLIC

RELATIONS

AG M

PUBLIC RELATIONS

DG M

MARKETING

G M

MARKETING


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There has been a rapid increase of telecom services by the private serviceproviders. This resulted in a healthy competition among the service providers.

There has also been a rapid increase in the demand of telephone services.

This resulted in the emergence of latest technologies like Broadband, datacards, etc.

The main principle of Marketing is customer is king and he should be givenwhat he wants. BSNL has realized this and it is taking steps towards reachingthe customer to serve him better.

Objectives:

1. To promote services by implementing offers:

There has been a rise in the competitors in each and every field of

telecommunications. In the Internet, even local players are giving the service at a

cheaper rate. To withstand the competition, there have to be some customer friendly

offers, so that the customers are attracted. Hence, the delivery of the service, should

not only be of a good quality, but also at a cheaper rate.

The expectations of different customers of different groups, like students, executives, business people, etc.,aredifferent. Hence the target group should be divided among the various services, so that all the customers needsarecatered.

Hence BSNL has been conscious of dividing the services, so that, they canbe used by all the parts of the society.


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2. Advertising:

Various offers, without proper awareness among the target group are in vain. Hence

BSNL has laid a great emphasis on the advertisements.

The main sources of advertisements are:

a. Hoardings:

Hoardings are placed in various towns, cities, villages, highways and public places

like bus stands and railway stations to attract the customers attention.

b. Electronic Media:

Electronic media mainly consists of televisions and radios. Hence there hasbeen a rapid increase in advertising through these channels.

c. Print Media:

Print media mainly consists of newspapers and magazines. An elaborate process of

advertising has been laid through this channel.

d. SMS to customers:


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The existing customers are made aware of the new offers by the process of

messaging, both to their mobiles and also the landlines. In this way, the customers

can be directly informed about the new services.

3. Customer Care:

As said earlier, customer relationships play a great role in the prosperity of a company. The customers views

andfeedback play a very important role in the development of successful products. Hence, there should be arapidinteraction with the customers in order to produce innovative products to serve thembetter.

BSNL has made rapid strides in developing Customer Relationships. Severalsteps have been taken to augment the customer care to the internationalstandards. Some of the steps taken to achieve this are:

Customer Service Centers:

All BSNL Customer Service Centers (CSCs) now remain open on allseven days from 8.00 AM to 8.00 PM without any break for allactivities.

Cheque deposit machines have also been installed in many cities, sothat customers can make payments 24X7 at their convenience.


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Customers can also make payments by cheque/Demand Draft toBSNL franchisees all over the country.

Call Centers:

Round the clock service has been given to the customers through the service. To make the servicesimplified,different numbers have been allotted to different services, for providing individualized attention for the serviceusers.

These services are toll-free and can be used from any part of thecountry.The following are the toll-freenumbers

Dataone Broadband '1600-424-1600'

PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

CellOne all India Help'9400024365'

The following are some of the services provided by BSNL, taking in

view, the customer care:

With a view to simplify and offer customer friendly services, more thanone Bfone connections can be applied on a single applicationform.Accordingly, a single demand note would be issued to thecustomer in respect of all the connections applied for.

Shifting charges for local as well as all India shifting of fixed telephone(bfone) has been abolished.

Pagers being given to outdoor staff in a phased manner for speedyrectification of faults.

Majority of the local network is built up on jelly filled and OFC fortrouble free service.

Internal Distribution Points (DPs) being provided in the customerpremises to eliminate the faults arising out of overhead wires.


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Extensive use of digital loop carrier (DLC)/Wireless in Local Loop(WLL) system for improving reliability of external plant.

Remote Line Units (RLUs). Remote subscriber Units (RSUs) being

provided extensively to reduce the long lengths of copper cables.

Countrywide Network Management & Surveillance System (NMSS) toensure uninterrupted and efficient flow of telecom traffic.

Application Forms for new connections have been made free of chargefor all services.

Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary SwitchingArea (SSA) heads.

Payment of telephone bills being received on Saturday and Sundaythrough cheques in City Telecom Offices (CTOs).

More than one Public Call Office(PCO) permitted at the samepremises.

Various application forms and procedures being simplified for newtelephone connections, shifting and third party transfer.

Customer Grievances:

Customer Grievance cells have been specially opened, where thecustomers can note all their complaints and problems, regarding any issueof the services provided by BSNL.

HIERARCHIAL FUNCTIONS OF MARKETING DEPARTMENT

The decision making in BSNL is centralized. Hence all the strategicdecision-making is done in New Delhi. However, CGM, in consultationwith the General Manager, can take some decisions pertaining to thearea, for example, seasonal offers, advertising, placement of banners, etc.


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The General Manager, marketing, acts as a bridge between the higherlevel and lower level staff.

All the technical issues are looked into, by SDEs and JTOs.

Marketing-1 and Marketing-2 sections deal with the telephone services.The quantity of work is divided among the two sections.

The compatibility of the new services, extensions or offers are looked into,by JTOs and SDEs and the reports of the same is given to DGMmarketing, who looks into the issue and makes the corrections, if any andreports them to the General Manager, who in turn reports to the CGM.

Public Relations section is responsible for customer services andcustomer grievances.

All the customer care centers, call centers and customer grievance cellsare under direct control of this section.


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BUSINESS DEVELOPMENT

STRUCTURE OF BUSINESS DEVELOPMENT DEPARTMENT:


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There has been an emerging trend of increase in communicationinfrastructure. Business Development department deals mainly withBusiness-to-Business transactions.

The following are the main functions of Business Development department:

1. Participating in Tenders:

BSNL is the main service provider of advanced technologies like data circuits, both local and long distance,speechcircuits, Managed Leased Line Network[MLLN], Virtual Private Networks,etc.


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There has been a considerable increase in demand for these services, andalso the service providers.

Hence, a separate department has been formed to handle these services.

Participating in Tenders is one of the important functions of BusinessDevelopment department. BSNL participates in all the public and privatetenders.

2. Providing Consultations:

Apart from providing communication services, BSNL also plays an active rolein providing consultations, both for the existing customers and the noncustomers of BSNL.

These consultations involve the suggestions in acquiring the type of network,bandwidth to be used, etc.

3. Designing Networks:

BSNL also specializes in designing and building networks for its customers.The networks designed are both in a single leased line and also between theleased lines.

4. Providing Hardware Networks:

Apart from designing and building networks, BSNL also provides hardwarenecessities like modems and other requirements, for building thecommunication networks.

HIERARCHIAL FUNCTIONS

Operations Section:

The operations section of the Business Development department deals with allthe operational functions like:


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Participating in tenders

Provision of services

Maintenance of Services

For any work like participation of tenders, JTO, under the supervision of theAdditional Director, will make a technical report an estimate of the equipmentand the labour involved. The prepared report will go to the DGM, who will look forany errors and clarifications and sends it for the approval of the GM, who afterapproves it, sends the report to the CGM.

Further, Operations section is also responsible for the technical work such as,installation of the network and their maintenance.

Customer Services section:

Customer Services section deals with all the complaints and grievances from thecustomer.

There is a separate section for public grievances, which deals with all the

customers complaints. All the customer grievances are noted by the SDE,Customer Grievances and are sent to the DGM customer services, who in turnresponds to the complaints.

The customer services section deals with the services like taking bills from thecustomers and also provision of information regarding the services.

JTO customer services deals with the technical aspects of the customer service.


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PLANNING


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For any task to be executed successfully, there should be a well-made plan.The planning department consists of three sections-


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1. Switching Planning

2. Transmission Planning

3. Building Planning

Switching Planning:

Switching process is like the heart of the telecommunication process. In the past,there were manual and analogue exchanges. Now those exchanges have giventheir way to the digital exchanges, which are superior, both in their performanceand capacity.

Some of the digital exchanges, adapted by BSNL are-

1. E10B2. SIEMENS3. OCB4. ERRIKSON

Each of the exchanges have a capacity of 2.5 lakhs.

Switching planning department deals with the planning of installation of future

exchanges by estimating the future increase in the number of connections.

In the twin-cities [Hyderabad and Secunderabad], at present there are 20 lakhtelephone connections. There are 23 exchanges in the twin-cities.

As the number of telephone connections increases, it leads to overload of theexchanges. Switching department deals with the exchanges, which are in duecoarse of overload and suggest the remedy, either to install a new exchange orto upgrade the present one.

Material Management Switching:

This section deals with the management of the materials required for theinstallation and maintenance of the exchanges.


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The main materials required for a switching exchange are computers, drop wire,jumper wire, etc.

An estimate for an year of these materials is made in advance and an approval isgot from the CGM.

After the approval from CGM, Tenders are invited for various materials andthe lowest bid is invited for the supply of the materials.

JTO, Switching, under the supervision of SDE switching, looks into thetechnical aspects involved in the Material Management.

AD, switching is responsible for calling of tenders and picking the lowest bids.

All the transactions should be done under the approval of DGM and GMplanning.

Transmission Planning:

The telephone traffic in an area may differ from another area. Hence, theexchanges installed, should be well distributed in terms of area, so as toprovide effective transmission. This aspect is looked into, by the transmissiondepartment.

The areas in which, there is more traffic are given, extra exchanges orupgraded exchanges.

The technical aspects are looked into, by JTO Transmission Planning, in

the supervision of SDE.

AD Transmission Planning looks into the aspects of provision or upgradation of exchanges.


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All these aspects are done under the supervision of AGM Transmission, whoreports to DGM planning.

Land and Buildings Planning:

This section of planning deals with the future requirements of Land andBuildings.

The need of Land and Buildings arises from the increase in the number ofexchanges, due to the increase in the telephone traffic, which is furtherrelated to increase in the number of users.

SDE Buildings looks into the area and the capacity of the buildings.

Based on the capacity, SDE civil looks into the technical aspects.

Both of the them are under the supervision of AGM, Land and Buildings, whofurther reports to DGM, planning.

NETWORK COORDINATION


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JTO

NETWOR

KCOORDINATION

SDE

NETWOR

KCOORDINATION

JTO

LINE

CONTROL

SDE

LINE

CONTROL

AGM

NETWORKCOORDINATION

ANDLINE CONTROL

DGM

NETWOR

KCOORDINATION

GM

NETWOR

KCOORDINATION


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BSNL is the only operator in the telecom field to have its reach to each andevery nuke and corner of the country. It has its network available, even in theremote villages. Hence it has an immense chance of spreading anddeveloping its network.

For the private operators, to expand their network to the remote locations is avery difficult and expensive process.

BSNL has a policy of giving some of its lines, on lease to the privateoperators. A certain bandwidth of BSNL is allotted for the use of the privateoperators.

All the private operators, existing in India take a certain Bandwidth from BSNLas lease.

Network Coordination department looks into the issue of allotting Bandwidthto the private operators.

There are two sections in the Network Coordination department:

1. Network Coordination2. Line Control

Network Coordination section deals with the provision of bandwidth to theprivate operators. JTO, Network Coordination, under the supervision of SDE,looks into the process of allotting bandwidth to the private operators, whoreports to AGM.

Line Control department looks into the process of control of traffic. JTO looksinto the technical aspects, under the supervision of SDE. Any requirement ofadditional bandwidth is immediately reported to AGM.


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TELEGRAPH TRAFFIC AND ADMINISTRATION


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ADDITIONA

LDIRECTO

RSTAFF-1

ADDITIONA

LDIRECTO

RSTAFF-2

JT

OSTAFF

ADDITIONA

LDIRECTO

RSTAFF-3

ADDITIONA

LDIRECTO

RRECRUITMENT

AG

MADMINISTRATION

SDE

LEGAL-1

SDE

LEGAL-2

SDE

LEGAL-3

SDE

LEGAL-4

SDE

LEGAL-5

AG

MLEGAL

ADDITIONA

LDIRECTORTELEGRAP

HTRAFFIC

AG

MTELEGRAP

HTRAFFIC

DG

MTELEGRAP

HTRAFFIC

ANDADMINISTRATION

GM

TELEGRAP

HTRAFFIC

ANDADMINISTRATION


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Telegraph Traffic:

In spite of rapid increase in technology, telegraph or telegram is the mainsource of reaching the remote places.

However, in many places, the conventional methods have been replaced bytelephones or emails, for the process of sending telegraph messages.

For any telegraph signal to reach its destination, there will be two or threepaths. If the traffic is more, the signals can be directed to pass through some

other path. If there is less traffic, signals from other paths having more trafficcan be directed to the one having less traffic.

Telegraph Traffic department looks into all these aspects.

Additional Director, Telegraph Traffic, looks into all the technical aspects.


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Administration:

Administration section is subdivided into three sections-

1. Staff 2. Recruitment3. Legal

Staff:

Staff section deals with all the employee related issues. Some of the functionsof the staff section are

1. Assistance of departmental loans to the employees2. Assistance in departmental medical facilities3. Giving transfer, promotion and the related orders to the employees4. Dealing with any salary related issues5. Pensions to the retired employees


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Recruitment:

Recruitment deals with the advertising of the vacant posts created, due toretirement, etc.

Additional Director recruitment is responsible for all the recruitment processesin a specified area.

Legal:

All the legal aspects are looked into, by the legal section of the administrationdepartment.

One of the main function of the legal department is to look into theauthenticity of the processes, both inside the department and the externalsources, working with the department.

HUMAN RESOURCE DEVELOPMENT

Employees are the key functional units of any organization. Theirselection, training, placement and induction play a very important role forthe companys well being.


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Hence, they have to be given good facilities like medical care, incentivesand other useful schemes. The companys economic depends upon themeasures and schemes adopted by the company to its employees. Allthese things all looked into, by HR department.

The staff department of BSNL deals with the recruitment, selection,deployment and development of the employees.

The following pie chart gives the details about the group-wise distributionof the BSNL staff:

The total number of personnel working for BSNL is 357000. With such avast work force, BSNL is committed to serve the people the best.

Group A:


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BSNL is an Organization with centralized decision making. It is the Group Astaff, who take all the important decisions, pertaining to the companysstrategy.

Group B:

These staff act as a bridge between the Group A and the low level staff.These employees have a limited decision making powers. They give theestimates given by the technical staff to the higher level of the hierarchy.

Group C:

At this level of the hierarchy, the decisions taken from the higher level areimplemented. They also give the future estimate of the requirements ofvarious resources like equipment and human resources the higher level of thehierarchy.

Group D:

These are mainly the people working at the lower level of the hierarchy,consisting, mainly of technicians.

New Post Recruitment:

The concerned departments give an estimate about the requirement ofthe employees to the staff department.

The staff department then goes through the estimate and sends it tothe CGM of the concerned state.

After approving it, CGM sends the report for the approval to New Delhi.After it is approved, advertisements for the new posts are given.


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Recruitment Process:

Recruitment process mainly takes place through advertisements, which aregiven through the

News Papers and the Internet.

Selection Process:

The selection process of the technical employees is by conducting an AllIndia Entrance Exam.

The successful candidates are selected and appropriate training is given.

Career Path:

The career growth of an employee depends mainly on his experience. Thepromotions depend upon the experience, that an employee gains.

Incentives to the Employees:

There has been a continuous implementation of the employee benefits for thebetter performance of the employees.

Apart from the basic salary, BSNL provides various incentives to itsemployees.


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BSNL gives many incentives to its employees:

Some of them are-

1. Daily Allowance2. Travel Allowance3. Diet Allowance4. House Rent Allowance5. Medical Facilities6. Leave Travel Concession

The employees can avail medical facilities in CGHS dispensaries of thecentral government. Also for the convenience of the employees BSNL has

taken a policy of reimbursing the medical bills of the employees if they opt outfrom CGHS.

L.T.C is given to all the BSNL employees once in a year, when they can travelany where in the entire India and reimburse their onward and return journeyfairs. Also in addition to this, BSNL provides free travel for the employees totheir home-towns, once in two years.

Loans:

Housing loans and Vehicle loans are provided to the employees at a cheaperrate of interest.

Training for Employees:

Human Resource Development is a continuous process. As the biggestPublic Sector Undertaking in India, BSNL has realized the importance inHRD, for continuous learning and development of its employees, resulting inthe successful development of the company.


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With the continuous changes in technology, the employees need to be wellinformed about the changes, for the better functioning.

The following training programs are given to the employees, depending upon

their requirement.

Introductory

Skill Development

Information Technology Methods

Managerial Skill Development

Stress Management

BSNL has training centers, spread all over the country, for the continuouslearning of their employees.

To meet the technological challenges, up gradation, modernization andcomputerization, these training centers have an excellent infrastructure.

Some of the infrastructure facilities are-

Lecture Rooms:

The lecture rooms are very advanced with all the modern equipmentsavailable to provide the employees, the best of the learning.

Audio and Visual facilities:

Audio and Visual facilities are also available in the centers for the effectivecommunication of the subject matter to the employees.


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Libraries:

Libraries are available in each and every training center of BSNL, which havethe books of the latest editions to update the knowledge of the employees.

Hostels:Excellent hostel facilities are available at the training centers to provide theemployees comfort, during the training program.

The top training centers of BSNL are

Advance Level Telecom Training Center - Ghaziabad

Bharath Ratna Bhimarao Telecom Training Center Jabalpur

In addition to this, BSNL has 43 zonal training centers.


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FINANCE

Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of theNation, is certainly on a financial ground that's sound.

The following are some of the financial details of the company:

Net worth : Rs 63,000 crores (US $ 14.32 billion)

Revenue : Rs. 33,450 crores (US $ 7.60 billion)

Authorized equity capital : Rs. 10,000 crores(US $ 2.27 billion),

Paid up capital : Rs 5,000 crores(US $ 1.14 billion)

Present Turnover : Rs 35182 crores

Net Profit : Rs 9939 crores

REVENUE:

The Department of Telecom operations now known as BSNL, has shownsustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.


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CAPITAL INVESTMENT:

Annual Investment in the network has increased from Rs. 785 crores (US$0.18 billion) in 1986-87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05.

This investment has been financed mainly by the internal accruals. Theplanned capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).


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FIXEDASSETS:Department of Telecom Operations, now BSNL, had as of 31-3-2005 acumulative investment in Gross fixed assets of over Rs 143,930 crores (US $32.71 billion). Cumulative Fixed Assets have grown at an average annual rateof over 12% in the last 15 years.

Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs.

62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings,Cables, Apparatus & Plants etc.


48/120

STATISTICS ABOUT THE SERVICES PROVIDED BY BSNL

Telephone

Basic Telephone (Bfone)

Total Number of connections as on 30.06.2006 3,47,03,698

WLL (Tarang)Total Number of connections as on 30.06.2006 27,18,308

Village Public Telephones

Total Number of Telephones as on 30.06.2006 5,37,610

Public Telephones (Local, STD and Highway)

Total Number of Public Telephones as on 30.06.2006 21,12,703


49/120

Transmission Systems as on 30.06.2006

Transmission Systems

Digital

(Route kms) (Route kms)

Coaxial 6,024

Microwave 63,959

UHF 45,130

Optical Fiber 4,90,156

Satellite Based Services (as on 31.05.2006)

MCPC-VSATs 194IDR Systems (2 Mb/ 8 Mb) 66/17

PCOs:

Number of PCOsS.N. Unit

Local STD Highway TOTAL

1. Andaman & Nicobar 234 936 0 1170

2. Andhra Pradesh 195982 81053 1082 278117

3. Assam 6539 24446 303 312884. Bihar 14672 49427 723 64822

5. Chhattisgarh 2120 7565 143 9828

6. Gujarat 93462 47212 2487 143161

7. Haryana 2283 30764 834 33881

8. Himachal Pradesh 534 9479 1556 11569

9. Jammu & Kashmir 2877 12853 477 16207

10. Jharkhand 7108 15970 408 23486


50/120

11. Karnataka 209101 56797 485 266383

12. Kerala 62385 54479 1193 118057

13. Madhya Pradesh 24078 28084 1417 53579

14. Maharashtra 225792 86134 1664 313590

15. North East-I 463 5580 256 6299

16. North East-II 1856 5136 89 7081

17. Orissa 5328 24584 949 30861

18. Punjab 4936 35150 480 40566

19. Rajasthan 7658 58768 2280 6870620.

Tamil Nadu 150425 60711 437 21157321.

Uttaranchal 488 12332 1809 1462922.

Uttar Pradesh(E) 19736 77411 5566 10271323.

Uttar Pradesh(W) 11536 39086 3631 5425324.

West Bengal 9297 49689 1245 6023125.

Kolkata 34841 29919 18 64778

26. Chennai 66370 19473 32 85875

Total 1160101 923038 29564 2112703


51/120

Telex/Telegraph Offices

Departmental Telegraph Offices 979

Telecom Centers 938

Combined Offices 44,754

Mobile Services

(As on 31.07.2006)

Total number of connections - 1,87,03,286

District Headquarters covered - 594

Total number of villages covered - 1,47,222

National Highway covered (Km) - 47,320

State Highway covered (Km) - 37,472

Railway route covered (Km) - 16,694


52/120

Bureau-Fax Centers 1427

National Internet Backbone (NIB)

BSNL is an Internet service provider, providing Internet service throughout theentire country except in New Delhi and Mumbai, under the brand name ofSancharnet.

Sancharnet provides free all India roaming and enables it's users to accesstheir accounts, using the same access code (172233) and user ID from anywhere in the Country.

It has a customer base of more than 21 lakh subscribers.

In order to make Internet available through out the length and breadth of theCountry Internet Dhabas are being commissioned at all the BlockHeadquarters

INTERNET SERVICES

(As on 31.03.2006)


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SNName of the

Telecom Circle

No. of

nodes

No. of Working

connections

1ANDAMAN &

NICOBAR1 2851

2 ANDHRA PRADESH 23 173105

3 ASSAM 15 17005

4 BIHAR 15 16064

5 CHHATTISGARH 8 19990

6 GUJARAT 22 146658

7 HARYANA 16 63702

8 HIMACHALPRADESH

6 17758

9 JAMMU & KASHMIR 2 27342

10 JHARKHAND 7 18964

11 KARNATAKA 27 162722

12 KERALA 15 260799

13 MADHYA PRADESH 43 71198

14 MAHARASHTRA 36 211950

15 NORTH EAST-I 5 9750

16 NORTH EAST-II 5 11958

17 ORISSA 13 33629

18 PUNJAB 19 122120

19 RAJASTHAN 32 96362

20 TAMILNADU 31 298509

21 UTTRANCHAL 10 26381

22UTTAR PRADESH(EAST)

39 67081

23UTTAR PRADESH(WEST)

20 67883

24 WEST BENGAL 12 36932


54/120

Future Plan:

To increase the customer base from 45million to 125 million.

Reach infrastructure investment of Rs 733 crore in next 3 years.

25WESTERN

TELECOM REGION1 291

26KOLKATA TELECOM

DISTRICT1 219202

27CHENNAI TELECOMDISTRICT

1 119714

28NORTHERN

TELECOM REGION1 1129

TOTAL 427 2193 371


55/120

BSNL also plans to reach a target of 10 million phone connections, 8lakh internet connections and 6 lakh broadband connections, duringthe current financial year.

Consolidation of the network and maintaining high quality of service

comparable to International standards is the key aim of the Growth Plan.

Objectives of the plan are:

The telephone connection shall be provided on demand and it shall besustained.

The Network shall be made fully digital. All the technologically obsoleteanalog exchanges will be replaced with digital exchanges.

To provide digital transmission links up to all SDCAs

Digital connectivity shall be made available to all the exchanges by 2007.

Extensive use of Optical fiber System in the local, Junction and longdistance network so as to make available sufficient bandwidth for thespread of Internet and Information technology.

ISDN services shall be extended to all the district headquarters, subject todemand.

To provide Intelligent Network Services, progressively all over the country

(major cities have already been covered).

To set up Internet Nodes progressively up to District headquarters level.

Upgrading existing STD/ISD PCOs to full fledged Public Tele-Info Centers(PTIC) for supporting Multi media capability and Internet Access.

Replacement of life expired, analogue coaxial and radio systems.

Introduction of Wireless technology (Supporting Internet Access) andoptical fiber technology in subscriber loop.

Introduction of latest telecom services like National directory enquiry,computerization etc.

RECENTLY IMPLEMENTED PRODUCTS OF BSNL:


56/120

National Internet Backbone of BSNL

Voice over Internet Protocol

Broadband Services High speed internet

Managed Leased Line Network

Access Network

Internet Exchange Points

ECommerce

TECHNOLOGY


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With the convergence of technologies, catalyzed by the global ITrevolution the world is witnessing change as never before in recordedhistory.

In the realm of telecommunication, the change and the pace of it are more

pronounced - from basic telephony to voice, video and data services, andfrom bandwidth on demand to virtual private networks.

IT is making the entire plethora of BSNL's telecom services expand,andbeing rapidly implemented as the backbone for running customer-friendlyservices.

The following are some of the new technologies, that have beenimplemented, successfully by BSNL:

FRS (Fault Repair System): The Fault Repair System has beenimplemented successfully by BSNL. The incoming complaints of any faultin the services, is recorded electronically and the concerned authoritiesare made aware. The complaint has to be attended, within a span of 48hours.

DQ (Directory Enquiry): Directory Enquiry is a very easy proportion, withthe implementation of online directory and also a soft copy of the directoryto the customers, through which, the contact of the service user can beknown, just by entering the name of the customer.

IVRS (Interactive Voice Response System): Through IVRS, enquiries arenoted and also information is given to the callers, with the help of a

computer system. The system interacts in Hindi, English and also the locallanguage, providing the callers, an easy way of communication. Theseservices are available 24/7.

Accounting and billing systems: All the accounting systems arecomputerized by BSNL, a long back. There has also been a rapid changein the billing system of BSNL. All the details are available on the internet.

DOTSOFT: It is an integrated commercial & FRS package being inductedcountrywide. It provides single window convenience.

Infrastructure, technology and expertise for full service support to e-commerce enterprises.


58/120

.

SWOTANALYSIS


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STRENGTHS WEAKNESSES

1. LARGEST PUBLICSECTOR

1. CENTRALIZEDDECISIONMAKING

2. BIGGEST TELECOMSERVICE

2. POOR CUSTOMERPROVIDER SERVICE

3. WIDEST TELECOMNETWORK

3. SLOWPROCESSES

4. PROVIDER OF MAXIMUMSERVICES

5. CAPABILITY TO REACH RURALAREAS

6. ECONOMICALSERVICES

OPPORTUNITIES THREATS

1. INCREASINGDEMAND

1. COMPETITORS

2. DEVELOPING RURALSECTOR

3. EMERGING NEWTECHNOLOGIES


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EXECUTIVESUMMARY

OBJECTIVES:

1. To find the knowledge of BSNL value added services amongthe

customers.

2. To find the extent of use of value added services among thecustomers.3. To know the customers views about the pricing of the value added

services.4. To know the additional requirements in value added services, expected by

thecustomers.

5. To know the overall satisfaction of BSNL value added services amongthecustomers.

METHODOLOGY:

PrimaryData:Primary data is collected with the help of questionnaires. The questionnairesarecollected from two groups-1. For the existing BSNL customers (150

samples)2. For the customers of other telecom service

providers.

Data GatheringProcess:The sampling technique used is Stratified Random Sampling, wherethe

samples are collected on a random basis, from the required 200 targetgroup.

DataAnalysis:Data Analysis is done, by taking the professions of the people and theiragegroups,

takeninto

consideration,

and

the various factors givenin

the

questionnaire areevaluated.

Findings from the Survey:

1. CLIP and Electronic Locking are well known and used among the phone plusservices, while the knowledge of hotline, abbreviated dialing and FixedLinePrepaid is verylow.

2. Broadband is the most popular service among the customers and alsowidelyused, while Sancharnet also remains popular. Other services like PSTNandISDN dialup connections are also known to the customers, but are leastused.


61/120

3. Among the Intelligent Network Services, ITC card is the mostly known andusedservice.

4. Almost 75% of the subscribers surveyed are satisfied with the technicalquality ofthe

service.5. Only 55% of the customers are satisfied with the pricing of the valueaddedservices, especiallyinternet.

6. 75% of the subscribers surveyed consider that their requirements aresatisfied

with the BSNL value addedservices.

7. If the overall satisfaction is taken into view, 12% of the subscribers aretotallyhappy, 50% of them are happy, 31% are just happy and the remaining 7%arenot happy with the value added services provided byBSNL.

8. A majority of people are inclined to use Broadband service in the

future.9. Regarding the awareness of BSNL services among the non BSNLsubscribers,many of them knew the phone plus services provided by BSNL. Almost 70%ofthem have an awareness about the Broadband service provided byBSNL.

10. 40% of the respondents are inclined to use BSNL Broadband services infuture,

while 13% of them think of using otherservices.

11. A majority of the non BSNL subscribers have a positive view about qualityandrentals charged byBSNL.

Recommendations1. A great deal of publicity is to be given for the phone plus services as

some ofthem remain unnoticed among thecustomers.

2. CLIP facility is to be provided along with the instrument and also SMS facilityis tobeprovided.

3. Sufficient slots are to be provided in case of Broadband connections andalsooffers like unlimited downloads for a minimum rentals should be put forwardasmost of the customers, both BSNL and the users of other service providersare

inclined towardsBroadband.4. Publicity should be given regarding the availability of Sancharnet

cards.5. A rapid publicity is to be given regarding the technologies like

ISDN.6. Customer Care service should be improved considerably. Individualized

careshould be given to the customers, more so, to the high endusers.

7. Advertisements, in regards to value added services should be madeattractive.


62/120

CONSUMER SURVEY: CUSTOMER PERCEPTION OF BSNLIN

LANDLINE VALUE ADDEDSERVICES

Value Added Services:

Value Added Services of a basic land line telephone are thoseservices, which are provided, in addition to the Basic Land LineTelephone facility.

The following are the value added services provided by BSNL.

Phone Plus Facilities:

1. Call Waiting 2. Call Forward 3. Hotline4. Abbreviated dialing 5. Electronic Locking

6. Fixed Line Prepaid

7. Caller Line Identification and Presentation

8. Answering Machine Service

Internet Services:

1. PSTN dialup 2. ISDN dialup

3. Leased Line Access 4. Direct Internet Access5. CLI net 6. Broadband Connection 7.

Sancharnet Card8. Webfone Card

Intelligent Network:


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1. Free Phone Service 2. Premium Rate Service 3.India Telephone Card 4. Virtual Private Network 5.Universal Number 6. Account Calling Card7. Tele Voting

Other Services:

1. Video Conferencing 2. Data Circuits3. I Net

Need For The Study:

There has been rapid development in the communication field inthe last 10 years, which resulted in the emergence of manyservices, to cater the needs of the people in a very efficientmanner.

Also there have been quite a few companies, emerging in themarket to serve the people, both in a cost effective and efficientmanner.

Hence, there is a need for BSNL to know the needs andrequirements of the customers, in order to offer them an excellentservice.

Objectives of the Survey:

1. To find the knowledge of BSNL value added services among thecustomers.


64/120

2. To find the extent of use of value added services among thecustomers.

3. To know the customers views about the pricing of the value addedservices.

4. To know the additional requirements in value added services,expected by the customers.

5. To know the overall satisfaction of BSNL value added servicesamong the customers.

Scope of the Research:

The research is qualitative, conducted in the twin cities [Hyderabadand Secunderabad].

Sample Size:

The sample size is 200, collected from the landline telephoneusers, out of which a sample size of 150 is for the existing BSNLusers and the remaining 50 is for the people using the servicesother than BSNL.

Research Methodology:

Primary Data:

Primary data is collected with the help of a questionnaire, which isdisplayed.

Data Gathering Process:


65/120

The sampling technique used is Stratified Random Sampling,where the samples are collected on a random basis, from therequired 200 target group.

Data Analysis:

Data Analysis is done, by taking the professions of the people andtheir age groups, taken into consideration, and the various factorsgiven in the questionnaire are evaluated.


66/120

Revelations of the Survey:

BSNL CUSTOMERS:

The following are the subdivisions of the BSNL customers, basedon their professions and age groups.

Based on Profession

45%

21%

28%

6%Govt Employees

Pvt Employees

Business People

Students


67/120

Based on age groups

36%

34%

30%[20-35] Years

[35-50] Years

Above 50 Years

When the respondents are divided based on their professions, it has been found that 45% of them areGovernment employees, 28% are businessmen, 21% areprivate employees and the remaining 6% are students.

When the subdivisions are made based on their age groups,

it has been found that around 36% of them belong to the agegroup of 20 to 35, 34% belong to the age group of 35 to 50and the remaining 30% belong to the age group, greaterthan 50.


68/120

Government Employees

The following illustrations give an idea about the awareness andusage of the Government Employees in various value addedservices and also their perception, taken into account, variousparameters.

Awareness and Usage of Phone Plus Services amongst theGovernment Employees:


69/120

36

383 33

30

3

30

15

36

6

57

15

10

15

6

63

27

0

10

20

30

40

5060

70

CW HL ALM CLIP PBC

Awareness and Usage in % Awareness

Usage

CW Call Waiting AD Abbreviated Dialing HL Hot Line CF Call Forward ALM AlarmAM Answering Machine CLIP Caller Line Identification and

PresentationFLPP Fixed Line Prepaid PBC Phone Bell Check EL ElectronicLocking

CLIP and Electronic Locking are known to more than 50% of therespondents, while Hotline, Abbreviated dialing and Fixed LinePrepaid are known to less than 10% of the respondents.

Awareness and usage of Internet Services amongst theGovernment Employees:


70/120

95.83

20.83

62.5

0

30.5

4.170

50

100

BB SNET Others

Awareness and Usage in %

Awareness

Usage

BB Broad Band SNET Sanchar Net

Broad Band is known to almost all of the respondents, whileSancharnet is known to more than 50% of the respondents.Other Internet connections like ISDN dialup, PSTN dialup,CLI net are known to around 31% of the respondents.

Usage wise, Broadband connection is used by most of thepeople.

Technical Quality Perception of VAS amongst the GovernmentEmployees:


71/120

Quality opinion

92%

8%

Satisfied

Not Satisfied

92% of the Government Employees interviewed are satisfied withthe technical quality of the value added services used by them.

Price Perception of VAS amongst the Government Employees:

Price Satisfaction

71%

29%Satisfied

Not Satisfied

Around 70% of the Government Employees interviewed are

satisfied with the pricing of the value added services used by them.


72/120

Satisfaction of Requirements through VAS amongst theGovernment Employees:

Requirement

92%

8%

Satisfied

Not Satisfied

More than 90% of the Government Employees interviewed feel thattheir requirements are satisfied with the value added servicesprovided by BSNL.

Total Service Quality Perception Rating of VAS by the GovernmentEmployees:

Quality Rating

14%

19%

57%

10% 0% Excellent

Very Good

Good

Poor

Very Poor

57% of the respondents rate the value added services provided byBSNL as good.


73/120

Overall Satisfaction Rating of VAS by the Government Employees:

Overall Satisfaction

17%

54%

25%4%0% Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy

54% of the respondents rate their overall satisfaction with the BSNLvalue added services as Happy.


74/120

Private Employees

The following illustrations give an idea about the awareness andusage of the Private Employees in various value added services

and also their perception, taken into account, various parameters.

Awareness and Usage of Phone Plus Services amongst the PrivateEmployees:

55.45

18.189.099.09

0 0

55.45

9.09

55.45

18.18

27.27

0

100

55.45

0 0

9.099.09

72.73

27.27

0

10

20

30

40

50

60

70

80

90

100

CW AD HL CF ALM AM CLIP FLPP PBC EL

Awareness and usage in %

Awareness

Usage

CW Call Waiting AD Abbreviated Dialing HL Hot Line CF Call Forward ALM AlarmAM Answering Machine CLIP Caller Line Identification andPresentationFLPP Fixed Line Prepaid PBC Phone Bell Check EL ElectronicLocking

CLIP facility is known to almost all of the respondents,Electronic Locking is known to more than 70% of them, whileCall Waiting, Call Forward and Alarm are known to morethan 50%.


75/120

Many of the respondents are unaware of Hotline, Fixed LinePrepaid and Abbreviated dialing services.

Awareness and Usage of Internet Services amongst the PrivateEmployees:

100

27.27

72.73

18.18

81.21

9.09

0

50

100

BB SNET Others


Awareness

Usage

BB Broad Band SNET - Sancharnet

Broad Band is known to almost all of the respondents, while

Sancharnet and other services are known to more than 50%of the respondents. Other Internet connections are ISDNdialup, PSTN dialup, CLI net, etc.



76/120

Technical Quality Perception of VAS amongst the Private

Employees:

Qualityopinion

64%

36%

Satisfied

Not Satisfied

Only 64% of the private sector employees are satisfied by the technicalquality of the value added services.

Price Perception of VAS amongst the Private Employees:

Price Satisfaction

73%

27%

Satisfied

Not Satisfied

73% of the private sector employees are satisfied with the pricing ofvalue added services.


77/120

Satisfaction of Requirements through VAS amongst the PrivateEmployees:

Requirement

80%

20%

Satisfied

Not Satisfied

Around 80% of the respondents in the private sector feel that theirrequirements are satisfied with the help of BSNL value addedservices.

Total Service Quality Perception Rating of VAS by the PrivateEmployees:

Quality Rating

17%

8%

59%

8% 8%Excellent

Very Good

Good

Poor

Very Poor


78/120

Around 60% of the respondents rate the quality of the servicesavailed by them as good.

Overall Satisfaction Rating of VAS by the Private Employees:


9%

36%46%

9% 0% Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy

Only around 45% of the respondents are either happy or totallyhappy with the services they avail.

Business People

The following illustrations give an idea about the awareness andusage of the Businessmen in various value added services and

also their perception, taken into account, various parameters.

Awareness and Usage of Phone Plus Services amongst theBusiness People:


79/120

46.67

13.336.67

0 6.670

40

6.67

53.33

6.67

60

20

93.33

20

0 0

13.336.67

73.33

46.67

0

20

40

60

80

100



Awareness

Usage


CLIP facility is known to almost 90% of the respondents,

Electronic Locking is known to more than 70% of them, whileCall Waiting, Alarm and Answering Machine are known tomore than 45%.

Many of the respondents are unaware of Hotline, Fixed LinePrepaid and Abbreviated dialing services.

Awareness and Usage of Internet Services amongst the BusinessEmployees:


80/120

100

13.33

66.67

5

46.67

60

20

40

60

80

100

BB SNET Others


Awareness

Usage

BB Broad Band SNET Sancharnet

Broad Band is known to almost all of the respondents, while

Sancharnet is known to more than 50% of the respondents.Other Internet connections like ISDN dialup, PSTN dialupand CLI net are known to around 45% of them.


Technical Quality Perception of VAS amongst the Business People:

Quality opinion

73%

27%

Satisfied

Not Satisfied

73% of the businessmen feel that the technical quality of the valueadded services that they use is good.


81/120

Price Perception of VAS amongst the Business People:

Price Satisfaction

67%

33%Satisfied

Not Satisfied

67% of the respondents are satisfied with the pricing of the valueadded services they use.

Satisfaction of Requirements through VAS amongst the BusinessPeople:

Requirement

80%

20%

Satisfied

Not Satisfied

80% of the businessmen interviewed feel that the their requirements are satisfied through BSNLs value added services.


82/120

Total Service Quality Perception Rating of VAS by the BusinessPeople:

Quality Rating

7%

27%

59%

7%Excellent

Very Good

Good

Poor

Around 60% of the respondents rate the quality of the services asgood.

Overall Service Quality Rating of VAS by the Business People:


7%

57%

29%

0%7%Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy


83/120

Around 64% of the respondents are either happy or totally happywith the services, while 7% of them are not at all happy.

STUDENTS

The following illustrations give an idea about the awareness andusage of the Student group in various value added services andalso their perception, taken into account, various parameters.

Awareness and Usage of Phone Plus Services amongst theStudents:

100

33.33

0 0

100

0

100

0

100

33.33

100

0

100

33.33

0 0

66.67

0

66.67

33.33

0

20

40

60

80

100



Awareness

Usage

CW Call Waiting AD Abbreviated Dialing HL Hot Line CF Call Forward ALM Alarm

AM Answering Machine CLIP Caller Line Identification andPresentationFLPP Fixed Line Prepaid PBC Phone Bell Check EL ElectronicLocking

Except for Abbreviated Dialing and Fixed Line Prepaid, major partof the students interviewed are aware of the rest of theservices.

Awareness and Usage of Phone Plus Services amongst theStudents:


84/120

100

0

100

33.33

66.67

00

50

100

BB SNET Others


Awareness

Usage

BB Broad Band SNET Sancharnet

Again, the awareness among the internet services providedby BSNL is almost maximum among the students.

Usage wise it is minimum, many of them use Sancharnetcards.

Technical Quality Perception of VAS amongst the Students:

Quality opinion

67%

33%

Satisfied

Not Satisfied

Only 67% of the students interviewed are satisfied with thetechnical quality of the service.

Price Perception of VAS amongst the Students:


85/120

Price Satisfaction

33%

67%

Satisfied

Not Satisfied

67% of the students interviewed are satisfied with the pricing of thevalue added services.

Satisfaction of Requirements through VAS amongst the Students:

Requirement

67%

33%Satisfied

Not Satisfied

67% of the students feel that their requirements are satisfied with

the value added services that they use.

Overall Service Quality Rating of VAS by the Students:


86/120

Quality Rating

0%34%

33%

33% Excellent

Very Good

Good

Poor

33% of the students interviewed, rate the service quality as poor.

Overall Satisfaction Rating of VAS by the Students:


0%34%

33%

33%0% Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy

33% of the students interviewed, rate their overall satisfaction rateas not happy.


87/120

Age Groups:

20 to 35:

The following illustrations give an idea about the awareness andusage of various value added services and also their perception,taken into account, in the age group of 25 to 30.


88/120

Awareness and Usage of Phone Plus Services in the age group of20 to 35:

52.63

15.79

5.265.2610.53

5.26

47.37

10.53

52.63

15.78

63.16

15.78

100

42.1

5.260

21.05

10.02

73.68

36.84

0

10

20

30

40

50

60

70

80

90

100

CW HL ALM CLIP PBC


Awareness

Usage


Almost all the respondents have an idea about CLIP facility,while more than 70% know about Electronic Locking. Morethan 50% of the respondents have an idea about CallWaiting, Alarm and Answering Machine.

Abbreviated Dialing, Hot Line and Fixed Line Prepaid areunknown to most of the people.

Awareness and Usage of Internet Services in the age group of 20

to 35:


89/120

100

31.58

63.16

10.52

36.84

00

50

100

BB SNET Others


Awareness

Usage

BB Broadband SNET Sancharnet

Broad Band is known to almost all of the respondents, whileSancharnet is known to more than 50% of the respondents.Other Internet connections like ISDN dialup, PSTN dialupand CLI net are known to around 35% of them.


Technical Quality Perception of VAS in the age group of 20 to 35:

Quality opinion

58%

42% Satisfied

Not Satisfied


90/120

Only 58% of the respondents are satisfied with the technical qualityof the services provided by BSNL.

Price Perception of VAS in the age group of 20 to 35:

Price Satisfaction

63%

37% Satisfied

Not Satisfied

63% of the respondents are satisfied with the pricing of the valueadded services.

Satisfaction of Requirements through VAS in the age group of 20 to35:

Requirement

68%

32%

Satisfied

Not Satisfied


91/120

Only 68% of the respondents feel that their requirements are satisfied bythe services provided by BSNL.

Overall Service Quality Rating of VAS in the age group of 20 to 35:

Quality Rating

12%

19%

57%

12%Excellent

Very Good

Good

Poor

Around 57% rate the quality of the services provided to be good.

Overall Satisfaction Rating of VAS in the age group of 20 to 35:


5%

47%32%

11% 5% Totally HappyHappy

Just Happy

Not Happy

Not at all Happy


92/120

Around 52% of the respondents are happy or totally happy with theservice in terms of overall satisfaction, while 11% of them are nothappy.

Age Group of 35 to 50:

The following illustrations give an idea about the awareness andusage of various value added services and also their perception,taken into account, in the age group of 35 to 50.

Awareness and Usage of Phone Plus Services in the age group of35 to 50:

44.44

5.55 5.550 0 0

33.33

0

55.55

11.11

50

16.67

83.33

27.78

0 05.56

0

88.89

38.89

0

10

20

30

40

50

60

70

80

90



Awareness

Usage


Above 80% of the respondents have knowledge about CLIPand Electronic Locking services. Above 40% have an ideaabout Call Waiting, Alarm and Answering Machine Service.

The respondents have nil knowledge about Hotline andFixed Line Prepaid Services.


93/120

Awareness and Usage of Internet Services in the age group of 35to 50:

94.44

11.11

55.55

016.67

00

50

100

BB SNET Others


Awareness

Usage


Broad Band is known to above 90% of the respondents,while Sancharnet is known to more than 50% of therespondents. Other Internet connections like ISDN dialup,PSTN dialup and CLI net are known to around 17 of them.


Technical Quality Perception of VAS in the age group of 35 to 50:


94/120

QualityOpinion

100%

0%

Satisfied

Not Satisfied

All of the respondents are satisfied with the technical quality of theservices.

Price Perception of VAS in the age group of 35 to 50:

PriceSatisfaction

50%

33%

17%

Satisfied

Not Satisfied

No Idea

While only 50% of the respondents are satisfied with the pricing ofthe value added services, 17% of them have no idea.


95/120

Satisfaction of Requirements through VAS in the age group of 35 to50:

Requiremen

t

83%

6%11%

Satisfied

Not Satisfied

No Idea

Almost 83% of the respondents feel that all their requirements aresatisfied with the BSNL value added services.

Overall Service Quality Rating of VAS in the age group of 35 to 50:

18%

35%

41%

6% 0% Excellent

Very Good

Good

Poor

Very Poor

41%, 35% and 18% of the respondents give the quality ratings asGood, Very Good and Excellent respectively, while 6% of them ratethe service quality as poor.


96/120

Overall Satisfaction Rating of VAS in the age group of 35 to 50:


17%

66%

17% 0%0%Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy

More than 80% of the respondents are either happy or totally happywith the value added services, in terms of overall satisfaction.

Age Group >50:

The following illustrations give an idea about the awareness andusage of various value added services and also their perception,taken into account, in the age group of the people, greater than 50years of age.

Awareness and Usage of Phone Plus Services in the age group

>50:


97/120

68.75

18.7512.5

6.250 0

68.75

6.25

50

18.75

50

0

93.75

31.25

0 0

25

6.25

100

43.75

0

20

40

60

80

100



Awareness

Usage


Above 90% of the respondents have knowledge about CLIP andalmost all of them have knowledge about Electronic Lockingservice. Above 50% have an idea about Call Waiting, Call Forward,Alarm and Answering Machine Service.

Awareness and Usage of Internet Services in the age group >50:

93.75

12.5

68.75

6.25

37.5

6.250

50

100

BB SNET Others


Awareness

Usage


Broad Band is known to above 90% of the respondents,while Sancharnet is known to more than 50% of therespondents. Other Internet connections like ISDN dialup,PSTN dialup and CLI net are known to around 38% of them.


98/120


Technical Quality Perception of VAS in the age group >50:

Quality opinion

75%

25%

Satisfied

Not Satisfied

Around 75% of the people in this age group are satisfied with the technicalquality of the value added services.

Price Perception of VAS in the age group >50:

Price Satisfaction

56%

44% Satisfied

Not Satisfied

Only 56% of the respondents are satisfied with the pricing of thevalue added services.


99/120


100/120

Overall Satisfaction Rating of VAS in the age group >50:


13%

31%50%

6%0% Totally Happy

Happy

Just Happy

Not Happy

Not at all Happy

Around 50% of the respondents rate their overall satisfaction ashappy.


101/120

ALL BSNL SUBSCRIBERS, TAKEN AS A SINGLE GROUP

The following illustrations give an idea about the awareness andusage of various value added services and also their perception,taken into account, for the entire sample.

Phone Plus:

52.83

11.327.553.773.771.88

47.16

5.66

50.94

16.9

50.94

9.43

88.68

26.42

1.890

18.77

7.55

79.25

37.74

0

20

40

60

80

100



Awareness

Usage


More than 80% of the respondents are aware of CLIPfacility, while around 80% of them are aware of ElectronicLocking Facility and 50% of them are aware about CallWaiting, Call Forward, Alarm and Answering Machine.

Very few people have an idea about Abbreviated Dialing,Hotline and Fixed Line Prepaid facilities.

Internet:


102/120

95

18.87

67.93

5.67

35.85

3.770

50

100

BB SNET Others


Awareness

Usage


Broad Band is known to about 90% of the respondents,while Sancharnet is known to around 67% of therespondents. Other Internet connections like ISDN dialup,

PSTN dialup and CLI net are known to around 36% of them.


Technical Quality:

Quality opinion

77%

23%

Satisfied

Not Satisfied

Around 77% of the respondents are satisfied with the technicalquality of the value added services.

Pricing:


103/120

Price Satisfaction

55%

45% Satisfied

Not Satisfied

Only 55% of the total respondents are satisfied with the pricing ofthe value added services.

Requirement:

Requirement

75%

25%Satisfied

Not Satisfied

Around 75% of the total respondents feel that their requirementsare satisfied with the value added services.

Quality Rating of VAS:


104/120

Quality Rating

10%

21%

59%

8% 2% Excellent

Very Good

GoodPoor

Very Poor

Around 10% of the respondents rate the quality of the value addedservices as poor or very poor, and the rest rate the quality of theservice as Good, Very Good or Excellent.

Overall Satisfaction of VAS:


12%

49%

31%

6% 2% Totally Happy

Happy

Just Happy

Not HappyNot at all Happy

Around 60% of the respondents are either happy or totally happywith the value added services, while 31% of them are just happy.


105/120

6% of the respondents are not happy with the service, while 2% ofthem are not at all happy, in terms of overall satisfaction.

Findings from the Survey:

In general, the awareness among the new products like fixed lineprepaid, among the customers is very less, almost negligible. Otherphone plus services like hot line and abbreviated dialing are alsounknown among the people. Though, all the phone plus services


106/120

are free of cost, except for fixed line prepaid, majority of thecustomers are unaware of some of the services.

Usage wise, Electronic Locking and CLIP are the mostly usedphone plus services.

In internet, Broadband is known to almost all of the respondents,while sancharnet also, remains popular.

Usage wise, Broadband is mostly used by the customers.Broadband is the well known service among the customers, but insome interior areas of Hyderabad, broadband has not yet reached.So the potential customers are turning towards the privateoperators, especially local cable operators to avail the service.Some of the customers even have a view that the pricing of the

services is high. For obtaining broadband connection, a phoneconnection is a must, which is the reason, many customers areturning away from BSNL.

Though the Sancharnet cards are easily available now, somecustomers are of a view that they are not freely available. Therehas also been a negative view about the technical quality ofsancharnet, which should be rectified, as quickly as possible.

75% of the customers are satisfied by the technical quality of the

service provided by BSNL.

Only 55% are satisfied with the rentals charged, especially inInternet.

75% of the respondents feel that their requirements are fulfilled bythe BSNL value added services.

Majority of the respondents feel that the technical quality of serviceoffered by BSNL is good.

Almost 12% of the respondents are totally satisfied with the BSNLservices, 50% of them are satisfied and 31% are just satisfied withthe BSNL services, while 8% are not satisfied with the service.

Further, among the services of the Intelligent network, ITC card isknown to almost 60% of the respondents and 15% of them use it.


107/120

The awareness of all the other services is found to be 13.33%

30.19% feel that getting information from BSNL offices, customer

care centers, call centers, etc is difficult.

Among the respondents, 30.18% are keen to use Broadband in thefuture.

Further, almost 15% of the interviewed people use other servicesfrom the private operators, of whom 37.5% feel that BSNL serviceis superior, another 37.5% feel that BSNL services are inferior tothat provided by the private operators, while the remaining 25% feelthat the services provided are almost same.

Negative feeling against BSNL is mainly due to the customerservice. Also, most of the people are taking private services forinternet because of two reasons, either the pricing is high orbroadband service is unavailable.

On a whole, majority of the customers surveyed are satisfied withthe services provided by BSNL.


108/120

NON BSNLSUBSCRIBERS:

The following is the division of companies among the customerssurveyed, other than BSNL.

USERS OF OTHER SERVICES

65%10%

15%

10%TATA

RELIANCE

SIFY

OTHERS

65% of the non BSNL customers surveyed are customers ofTATA, 10% of them are the customers of Reliance, 15% are thecustomers of SIFY, while the remaining 10% of them are eitherfrom AIRTEL or the other local operators.

TYPE OFSERVICE:


109/120

Type of Service

38%

43%

19%

LandlineInternet

Both

Regarding the division based on the type of the service used bynon BSNL customers, 43% of them use only internet, 38% ofthem use only land line, while 19% of them use both the services.

VALUE ADDED SERVICES USED BY LANDLINE CUSTOMERS:

37.5

12.50

2537.5

0

100

50

25

020

40

60

80

100

120

CW AD HL CF ALM CH CLIP SMSEL

CW Call Waiting AD Abbreviated Dialing HL Hot Line CF Call Forward ALM AlarmCLIP Caller Line Identification and Presentation CH CallHuntingEL ElectronicLocking


110/120

Regarding landline value added services, all of the subscribers useCLIP, which is inbuilt in their instrument. Around 50% of them useSMS with their landline phone. Around 38% of them use CallWaiting and Alarm, while 25% of them use Call Forward and

Electronic Locking. Abbreviated Dialing is used by around 13% ofthe respondents, while Hotline and Call Hunting are used by noneof the customers.

TYPE OF INTERNET SERVICES BEING USED:

90%

10%

Broadband

Cable Net

Among the Internet users, 90% of them are Broadband users, whilethe remaining 10% are the local cable net users.

VIEW ABOUT THE QUAILITY OF THE SERVICE:

Quality

6%25%

69%

0%0% Excellent

Very Good

Good

Poor

Very Poor


111/120

Around 70% of the non BSNL customers interviewed feel that theservice provided by their operator is good, while the rest of them feel it asVery Good or Excellent.

AWARENESS OF BSNL VALUE ADDEDSERVICES:

Phone Plus:

Awareness of BSNL Services in %

13.33 13.33 13.33 13.33

26.67

33.33

26.67

0

5

10

15

20

25

3035

CW AD HL CF ALM CLIPEL

CW Call Waiting AD Abbreviated Dialing HL Hot Line CF Call Forward ALM AlarmCLIP Caller Line Identification and Presentation EL ElectronicLocking

Above 25% of the respondents have an idea about Alarm, CLIP andElectronic Locking facilities provided by BSNL and around 14% of themhave an idea about Call Waiting, Abbreviated Dialing, Hotline and CallForward facilities.

INTERNET:


112/120


113/120

VIEW ABOUT PRICING OF BSNL:

VIEW ABOUT PRICING

60%13%

27%Reasonable

Not Reasonable

No Idea

60% of the private subscribers interviewed feel that the pricing of BSNL isreasonable and 13% of them feel that it is not reasonable, while theremaining 27% have no idea.

VIEW ABOUT SERVICE QUALITY OF BSNL:

Quality

67%

20%

13%

Positive

Negative

No Idea

67% of the private subscribers have positive view about the service qualityof BSNL and 20% of them have a negative view of the same, while theremaining 13% of them have no idea.


114/120

FINDINGS:

A large portion of non BSNL customers is held by TATA.

43% of non BSNL customers avail internet, 38% of them useLandline services, while 19% of them use both Landline andinternet.

The additional facility in phone plus services provided by privateoperators is SMS, which is used by 50% of the respondents.

Caller ID instrument is provided for free by the private operatorsand hence all the respondents have CLIP facility.

While 90% of the internet users avail Broadband, the remaining10% use cable net.

Quality view of the subscribers of private service providers isalmost same as that of the BSNL subscribers. 70% of them thinkthat the quality of the service is good, while not even a singlerespondent had a perception of bad quality.

Regarding the awareness of BSNL services among the non BSNL subscribers, many of them knew the phone plus services

provided by BSNL. Almost 70% of them have an awareness aboutthe Broadband service provided by BSNL.

40% of the respondents think to use BSNL Broadband service infuture, while 13% of them think of using other services.


115/120

Majority of the respondents feel that the pricing of BSNL isreasonable.

Majority of the respondents also have positive feeling about thequality of the service provided by BSNL.

RECOMMENDATIONS:

Phone Plus:

All the private operators provide the telephone instruments with CLIPfacility. Hence, the new instruments have to be provided with the CLIPfacility, so that the customers may not have to buy an extra instrumentand even facilities like SMS, can be given through the same

bsnl hydrabad praveen s 0557

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