Beruflich Dokumente
Kultur Dokumente
ON
BSNL
Connecting India
(As partial fulfillment for the award of MBA degree under U.P. Technical
Mr.D.R.Mishra
SDE(T)
BSNL, Pratapgarh
1|Page
RAKSHPAL BAHADUR MANAGEMENT INSTITUTE,
GREATER NOIDA
ACKNOWLEDGEMENT
2|Page
ACKNOWLEDGEMENT
achieve any goal. Therefore, it is our pleasant duty to offer our service of
helped me to follow the path to success for the completion of this project.
Marketing. It was during this training that I was able to apply my theoretical
mngt.Theories.
trouble in my given task. I also pay my thanks to all of them for their whole-
department, my friends and my seniors, who are always a source of inspiration for
3|Page
R.No.-
0821170005
DECLARATION
R.No.-0821170005
MBA III-SEM
4|Page
PREFACE
Practical and Theory are the two aspects of Management education. The
situation and gives a student rich insight into what practically is going on
available fiber sources, and new challenges being posed by the changing
5|Page
COMPARATIVE STUDY OF BSNL SERVICES WITH ITs COMPETITOR
TABLE OF CONTENTS
INTRODUCTION………………………………………….. 07---09
• BSNL……………………………………………… 14---37
RESEARCH METHODOLOGY
DATA ANALYSIS………………………………………….
ANNEXURE
6|Page
BIBLIOGRAPHY
INTRODUCTION
the 1990s. The country is divided into multiple zones, called circles (roughly along
state boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are
circles in their own right. The government owned BSNL runs local, mobile and long
distance telephone services all over the country (except in the Delhi and Mumbai
circles.
Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, such as Tata Teleservices and which do not
have a pan-Indian presence. over the country, but have star Reliance Infocomm has
licences to provide services all ted off only with CDMA mobile and fixed mobile
services (where the phone is not wired to the exchange, but is used like a fixed line at
home or office).
Landlines are now facing competition from mobile telephones (GSM and
CDMA based). Mobile phone connections are readily available from private
companies for relatively low prices. The competition has forced the government
owned monopoly BSNL (MTNL in Delhi and Mumbai) to become more efficient.
7|Page
The landline network quality has improved and landline connections are now usually
available on demand, even in high density urban areas. In addition to the government
monopoly, there are several private landline telephone companies, notably Reliance
and Tata Teleservices and Bharti (which runs the landline company Touchtel
Long distance service is now more comprehensive and cheaper, carried primarily on
fiber optic cable. There are several private long distance companies, the government
owned BSNL continues to use its monopoly against them. However, the competition
has caused prices to drop and calls across India are now comparable in price to calls
Most of the people in the country are using the landline telephones which is
mainly provided by the government company. 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
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
8|Page
Private landline provider:
integrated (wireless and wireline) and convergent (voice, data and video) digital
network, designed to offer services that span the entire Infocomm value chain -
The network is designed to deliver services that will foster a new way of life for a
New India.
2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2
billion) Tata Group, that has over 90 companies, over 210,000 employees and more
than 2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2
billion) in Telecom, the Group has a formidable presence across the telecom value
chain. The Tata Group plans an additional investment of around INR 9000/- crore
(US$ 2 billion) in this sector in the next two years.Tata Teleservices spearheads the
Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was
the first to launch CDMA mobile services in India with the Andhra Pradesh circle.
According to the study of this field, I can say that consumers are very keen to observe
the every opportunity provided by the various players in the field of landline
9|Page
OBJECTIVE OF STUDY
10 | P a g e
OBJECTIVE OF STUDY
points:
b. Source of information.
c. Occupational effect.
• To know about the factor which influence the customer at a time purchasing a
landline phone.
11 | P a g e
COMPANY PROFILE
12 | P a g e
COMPANY PROFILE
GOVERNMENT COMPANY.
o BSNL.
PRIVATE COMPANY.
o TATA INDICOM.
o RELIANCE INFOCOM.
13 | P a g e
BSNL
14 | P a g e
INTRODUCTION
VISION
MISSION
OBJECTIVES
• To provide quality and reliable fixed telecom service to our customer and there
• To provide mobile telephone service of high quality and become no. 1 GSM
requirement promptly.
• Contribute towards:
by 2010.
policy.
15 | P a g e
Implementation of Triple play as a regular commercial proposition.
16 | P a g e
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
(PSTN) all inter linked by over 2.4 lakh km of Optical Fiber Cable, with a host of
Phone Plus value additions to our valued Customers. BSNL' stelephony network
expands throughout the vast expanses of the country reaching to there motets part of
the country.
largest Public Sector Undertaking of India with authorized share capital of $ 3600
million and net worth of $ 13.85 billion. It has a network of over 45 million lines
and widespread transmission network including SDH system up to 2.5 gbps, DWDM
system up to 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000
data customers , BSNL continues to serve this great nation .Its responsibilities include
17 | P a g e
telecom network, introduction of new telecom services in all villages and instilling
Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide
Network management & surveillance system (NMSS) to control telecom traffic and
over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to
The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2
telecom services and a penchant for excellence; and you have the ingredients for
18 | P a g e
Hierarchy Table
19 | P a g e
Bharat Sanchar Nigam Limited
BSNL
India and the sixth largest in the world. Its headquarters are at Bharat Sanchar
Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-
BSNL is India's oldest and largest Communication Service Provider (CSP). Currently
BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has
footprints throughout India except for the metropolitan cities of Mumbai and New
Delhi which are managed by MTNL. As on July 31, 2007 BSNL commanded a
customer base of 32.7 million Wireline, 3.7 million CDMA-WLL and 28.9 million
GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31,
2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90
billion). Today, BSNL is India's largest Telco and one of the largest Public Sector
Undertaking of the country with authorized share capital of US$ 4.26 billion (INR
20 | P a g e
History
The foundation of Telecom Network in India was laid by the British sometime
in 19th century. The history of BSNL is linked with the beginning of Telecom in
India. In 19th century and for almost entire 20th century, the Telecom in India was
operated as a Government of India wing. Earlier it was part of erstwhile Post &
separated from P&T. DoT was responsible for running of Telecom services in entire
country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved
out of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact
that BSNL was carved out of Department of Telecom to provide level playing field to
private telecoms. Subsequently in 1990s the telecom sector was opened up by the
corporatized the operations wing of DoT on October 01, 2000 and named it as Bharat
21 | P a g e
BSNL provides almost every telecom service, however following are the main
1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop
(WLL) using CDMA Technology called bfone and Tarang respectively. BSNL is
dominant operator in fixed line. As on March 31, 2009 (end of financial year) BSNL
BSNL Mobile
Pre-paid Mobile
Mobile Telephone services using GSM platform under brandname Cellone. Pre-
paid Cellular services of BSNL are know as Excel. As on March 31, 2009 BSNL
BSNL Broadband
India. BSNL has planned aggressive rollout in broadband for current financial
22 | P a g e
year.
calling etc.
BSNL Units
circles, metro districts, project circles and specialized units, as mentioned below:-
Telecom Circles:
Telecom Circles & Metro districts are responsible for providing service to the
23 | P a g e
13. Madhya Pradesh Telecom Circle
15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura
16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and
Nagaland.
Metro Districts
Project Circles
24 | P a g e
1. Eastern Telecom Project Circle
Maintenance Regions
1. Data Networks
4. Quality Assurance
Manufacturing Units
Training Institutions
25 | P a g e
1. Advanced Level Telecom Training Centre(ALTTC)
Other Units
1. Telecom Stores
Since its corporatisation in October 2000, BSNL has been actively providing
connections in both Urban and Rural areas and the efficiency of the company has
drastically improved from the days when one had to wait for years to get a phone
connection to now when one can get a connection in even hours. Pre-activated Mobile
connections are available at many places across India. BSNL has also unveiled very
cost-effective Broadband internet access plans (DataOne) targeted at homes and small
businesses. At present BSNL enjoys around 45% of market share of ISP services.
2007 has been declared as "Year of Broadband" in India and BSNL is in the process
26 | P a g e
upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s
without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL at
a cost of just US$ 5.5 per month. Further, BSNL is rolling out new Broadband
BSNL is planning to increase its customer base to 108 million customers by 2010.
With the frantic activity in the communication sector in India, the target appears
BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$
27 | P a g e
Challenges
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007)
BSNL has added 9.6 million new customers in various telephone services taking its
customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at
in recent times, the Fixed line customer base of BSNL is declining. In order to woo
back its fixed-line customers BSNL has brought down long distance calling rate under
OneIndia plan, however, the success of the scheme is not known. However, BSNL
faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD
BSNL.
Presently there is an intense competition in Indian Telecom sector and various Telcos
are rolling out attractive schemes and are providing good customer services.
However, BSNL being legacy operator and its conversion from a Government
Department, earns lot of criticism for its poor customer service. Although in recent
past there have been tremendous improvement in working of BSNL but still it is much
reason for the poor customer service. Further, the Top management of BSNL is still
having little commitment to the organisation. Although in coming years the retirement
profile of the workforce is very fast and around 25% of existing workforce will retire
28 | P a g e
by 2010, however, still the workforce will be quite large by the industry standards.
Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for
provide service in non-lucarative areas especially rural areas) has been slashed by
37% by TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line
of BSNL.
29 | P a g e
Finance
Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the
The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion),
authorized equity capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity
Share Capital of Rs. 5,000 crores (US $ 1.15 billion) and Revenues is Rs. 39,715
30 | P a g e
Gross Investment in Fixed Assets
The BSNL is making substantial investment year to year for its network expansion
and modernization. During the current financial year BSNL has made the gross
investment of Rs. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments
31 | P a g e
32 | P a g e
Dear Customers,
I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new
offering landline, fixed wireless, mobile and internet services all over the country
except for metro cities of Delhi and Mumbai. BSNL's broadband services are also
As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan
to extend broadband coverage to 1500 cities/towns and 20000 villages during the
rural areas. An ambitious project is being taken up to deploy 1.8 million ports for
launched in cities like Pune, Bangalore and Kolkatta and we plan to roll out these
the customers will have the freedom to talk, surf internet and watch cable TV or video
simultaneously. Facilities like online gaming etc. are also available over broadband.
33 | P a g e
BSNL has planned to expand its fixed wireless (WLL) network to provide telephone
connections on demand. Expansion of WLL network would also help faster rollout of
services in rural areas. We also have an ambitious plan to expand the mobile network
with special emphasis to serve rural populace. Of late there was a capacity constraint
in our mobile network but the constraint would be overcome shortly and we will roll
BSNL is also providing host of IVRS and SMS based value added services on
wireline and wireless connections such as cricket score, opinion polls, poll results,
jokes, astrology, information services, contests, games, chat, ringtones, logos, wall
papers etc. BSNL has also introduced Location Based Services for GSM customers.
Customers can avail of these services at affordable rates. It has been our endeavor to
BSNL has formulated new schemes to provide free Centrex facility to Corporate
Housing Societies etc. where customers do not have to pay for the cost of the
BSNL is striving hard to provide quality service to its valued customers. In this
endeavor our executives at customer service centers are being empowered to facilitate
Single Window Service at the counter itself where most of the routine business can
Customer Care Portal to accept online registration of customers. request for various
services and lodging complaints. The Portal has already been launched in A.P,
Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal will be
34 | P a g e
I thank our all esteemed customers for the faith reposed in our services. We reaffirm
our commitment to empower our customers with world class state-of-the art services
(Kuldeep Goyal)
35 | P a g e
PHONE PLUS SERVICES
Gone are the days when basic telephones was used only to make and receive calls.
With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone
plus services, converting your old basic telephones to a sophisticated tool which can
The Plain old, Countrywide telephone Service through 32,000 electronic exchanges.
Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus
value additions.
BSNL launched DataOne broadband service in January 2005 which shall be extended
to 198 cities very shortly. The service is being provided on existing copper
256 Kbps at Rs. 500/- per month only. Subsequently, other services such as VPN,
be added.
36 | P a g e
Internet
Services of BSNL under the brand name includes Internet dial up/
Leased line access, CLI based access (no account is required) and DIAS service, for
web browsing and E-mail applications. You can use your dialup sancharnet account
from any place in India using the same access no '172233' , the facility which no other
ISP has. BSNL has customer base of more than 1.7 million for sancharnet
Internet Telephony service is also started under the brand name , using
this you can make calls to a person in UK, USA, Canada and many more countries
for as cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-
ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network
providing high speed and high quality voice, data and image transfer over the same
line. It can also facilitate both desktop video and high quality video conferencing
Intelligent Network
I-Net
India’s x.25 based packet Switched Public Data Network is operational in104 cities of
the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame
37 | P a g e
relay services.
BSNL provides leased lines for voice and data communication for various application
on point to point basis. It offers a choice of high, medium and low speed leased data
Managed Leased Line Network (MLLN) offers flexibility of providing circuits with
speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International
BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2
million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail,
Short Message Service (SMS) both national and international, unified messaging
service (send and receive e-mails) etc. You can use CellOne in over 160 countries
worldwide and in 270 cellular networks and over 1000 cities/towns across India. It
has got
38 | P a g e
conventional wires for all or part of the connection between the subscribers and the
telephone exchange.
Telephone
39 | P a g e
PRIVATE LANDLINE PROVIDER
• TATA INDICOM.
• RELIANCE INFOCOM.
40 | P a g e
TATA INDICOM
41 | P a g e
INTRODUCTION
Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that
has over 90 companies, over 210,000 employees and more than 2.16 million
Telecom, the Group has a formidable presence across the telecom value chain. The
Tata Group plans an additional investment of around INR 9000/- Crore (US$ 2
Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated
in 1996, Tata Teleservices was the first to launch CDMA mobile services in India
Starting with the major acquisition of Hughes Tele.com (India) Limited [now
has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra
Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E),
Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company
has a customer base of over 3 million. The investment in the company as of March
The company, which heralded convergence technologies in the Indian telecom sector,
is today the market leader in the fixed wireless telephony market with a customer base
of 1.8 million.
42 | P a g e
Tata Teleservices has recently, marked its entry into the Prepaid segment by
launching 100 % Sacchai True Paid, across all its existing 20 circles. With the latest
initiative, Tata Indicom has opened up new frontiers for the Indian prepaid customers
Today, the company serves more than 3 million customers in over 824 towns. With
an ambitious rollout plan both within existing circles and across new circles, Tata
Teleservices will offer world-class technology and user-friendly services to over 1000
43 | P a g e
TATA INDICOM PHONE
Tata Indicom offers you almost instant phone connections. Get yourself the Tata
Indicom Landline Services based on the state of the art Optical Fiber Cable-based
backbone.
Accurate billing
If you take a wireline connection, your telephone is connected to the Tata Indicom
cables. Global standard today, fiber-optic cables enable our network to handle
44 | P a g e
Phone Connection
Tata Indicom offers you almost instant phone connections. Get yourself the Tata
Indicom Landline Services based on the state of the art Optical Fiber Cable-based
backbone.
Accurate billing
cables and copper cables. A global standard today, fiber-optic cables enable our
much higher transmission speeds. This gives you trouble-free and faster connectivity.
If you take a wireline connection, your telephone is connected to the Tata Indicom
45 | P a g e
2.For Small Medium Business
Get a phone connection almost instantly. Get Tata Indicom Land Line connection
based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice
of high technology fiber-optic cables and copper cables. A global standard today,
fiber-optic cables enable our network to handle higher capacities of load as compared
to ordinary cables, and at much higher transmission speeds. This gives you trouble-
3.For Enterprises
Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline
Phone services based on the state of the art Optical Fiber Cable-based backbone.
If you take a wire-line connection, your telephone is connected to the Tata Indicom
global standard today, fiber-optic cables enable our network to handle higher
46 | P a g e
PRODUCTS AND SERVICES
Tata Indicom offers a complete range of affordable telecom solutions for your home
and business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone
free.
We have a wide-range of product and service offerings to meet every need of yours:
Voice
Data
47 | P a g e
Tata Indicom Shared and Dedicated Internet Bandwidth
Internet
48 | P a g e
RELIANCE INFOCOM
49 | P a g e
INTRODUCTION
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-
"Make the tools of infocomm available to people at an affordable cost, they will
overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted
out the mission for Reliance Infocomm in late 1999. He saw in the potential of
Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the
backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing
the entire country. The Reliance Infocomm pan-India network was commissioned on
December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked
Reliance Infocomm network is a pan India, high capacity, integrated (wireless and
wire line) and convergent (voice, data and video) digital network, designed to offer
services that span the entire Infocomm value chain - infrastructure, services for
deliver services that will foster a new way of life for a New India.
50 | P a g e
DHIRUBHAI'S DREAM
Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place
in the Global Fortune 500 list. This achievement is even more significant due to the
fact, that the entire growth was achieved in an organic manner and in a span of just 25
years.
The corporate philosophy he followed was short simple and succinct - "Think big.
Think differently. Think fast. Think ahead. Aim for the best". He inspired the
Reliance team to do better than the best - not only in India but also in the world.
Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that
power of information and communications. He would often say: "make the tools of
infocomm available to people at an affordable cost, they will overcome the handicaps
He wanted a telephone call to be cheaper than a post card. This, he believed, would
transform every home, empower every Indian, remove the roadblocks to opportunity
Dhirubhai Ambani was of the conviction that infocomm would energies enterprises,
living an excitement.
51 | P a g e
Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major
Vision
"We will leverage our strengths in executing complex global-scale projects to make
customer delight and enhance business productivity. We will also generate value for
our capabilities beyond Indian borders while enabling millions of India's knowledge
Business
Reliance Infocomm will offer a complete range of telecom services, covering mobile
and fixed line telephony including broadband, national and international long distance
services, data services and a wide range of value added services and applications that
Reliance India Mobile, the first of Infocomm's initiatives was launched on December
28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H.
Ambani.
India by becoming a major catalyst in improving quality of life and changing the face
52 | P a g e
communication in the hands of the people of India at affordable costs.
Reliance Infocomm will extend its efforts beyond the traditional value chain to
develop and deploy telecom solutions for India's farmers, businesses, hospitals,
Reliance Group
business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash
profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4
The Group's activities span exploration and production (E&P) of oil and gas, refining
financial services and insurance, power, telecom and infocom initiatives. The Group
exports its products to more than 100 countries the world over. Reliance emerged as
India's Most Admired Business House, for the third successive year in a TNS Mode
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group
contributes nearly 10% of the country's indirect tax revenues and over 6% of India's
exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.
53 | P a g e
RELIANCE INDIA PHONE
1.Fixed Line Phone (FLP)
Telephone gets a new dimension when experienced on the Fixed Line Phone (FLP).
This has been made possible through 'Intelligent FSK' signaling, a first time in India,
that makes a host of intelligent features possible on our fixed line phones.
Moreover the single touch intelligent menu driven interface lets you use all the
Reliance FLP features without having to remember the feature activation codes.
Benefits
4.Enhanced convenience:
NextGen Caller ID
Speaker Phone
3-way Conferencing
Delayed Hotline
Call Forwarding
Call Transfer
Alarm Call
54 | P a g e
2.Fixed Wireless Phone (FWP)
1.Great Savings
FWT – Features
Connect to PBX
Speed dialing
Hotline
Call divert
Alarm
55 | P a g e
4.ISDN BRI
ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with
communication solutions encompassing voice, data and Internet over a single line at
speeds up to 128 Kbps. You can choose to either have one data channel of 128 Kbps,
or have two seperate channels of 64 Kbps each for voice and data.
BENEFITS
4.Digital security
5.Smart Office
Your office can now get the digital PBX functionality without having to invest in and
Centrex - which offers carrier grade reliability and scalability coupled with the
benefits of outsourcing.
3.Multi-Office solution
4.Outsourcing benefits
56 | P a g e
Smart Office – Features
Voice Mail
10-party conference
NextGen Caller ID
Speakerphone
Delayed Hotline
57 | P a g e
6.Analog Trunk Solutions
Do you have three or more lines terminating on your KTS/ PBX? Do your callers
struggle to remember multiple telephone numbers of your office? Do the free calls on
If any of these problems are bothering you then Reliance Analog Trunk Solutions is
58 | P a g e
Benefits of Reliance Analog Trunk Solutions
1.Optimise Spends
7.Community Phone
NextGen Caller ID
Speakerphone.
3-way Conference
Quick Dialing
59 | P a g e
8.E1 DID
digital channels over a 4-wire system. Each channel can be configured as incoming,
BENEFITS
2.Digital quality
60 | P a g e
RESEARCH METHODOLOGY
61 | P a g e
RESEARCH METHDOLOGY
necessary to effectively carry out research and the desired sequencing of these steps.
which overlap and do rigidly follow a particular sequence. It consists of the following
steps.
62 | P a g e
Objective of the study
Research design
Sample design
Data collection
Data analysis
Reporting of findings
63 | P a g e
STATEMENT OF PROBLEM
Telecom liberalization began early in the 1990s when the sector was thrown open to
the private sector. like most new things initially, there were gaps which have since
then been slowly corrected. India can today boast of an infrastructure that is
comparable to the best in the world. In the mid 1990. it was estimated that 10-15 years
after the introduction of mobile telephony, mobile customers would plateau at about
1. Consumers opt for landline connection for status but not as communication
means.
64 | P a g e
Reporting
Data analysis
of findings
RESEARE
CH DESIGN
A research design is a arrangement of conditions for collection at analysis of data in
manner that combines relevance to the research purpose with economy in processor.
Descriptive research studies are those studies, which are concerned with., described
studies, the researcher must be ale to define clearly, what he wants to measure and
must find adequate methods for it along with a clear cut ‘population’ he wants to
study Since the aim is to obtain complete and accurate information in the said
studies ,the procedure to be used must be carefully planned. The research design must
make enough provision for protection against bias and must maximize reliability with
due concern for the economical completion of the research study &must focus
Research design is needed because it facilitate the both smooth saling of various
65 | P a g e
• Observation design: - Structure or well out instruments for collection of
data.
• Descriptive research design are those studies are consult with describing
• . Formulating the objective of study (What the study is about and why it is
being made)
will be adopted.
• Collective the data (where can be required data can be found and with
66 | P a g e
SAMPLING DESIGN
A Sample design is a definite plan for obtaining a sample from a given population . it
In selecting items for the sample. The main constituents of the sampling design
below-
• Sampling unit
• Sample size
• Sampling procedures
SAMPLING UNIT
A sampling framework i.e. developed for the target population that will be sampled
• Consumer
SAMPLE SIZE
It is the substantial portions of the target population that are sampled achieve
reliable results.
• Consumer - 50
SAMPLING PROCEDURE
67 | P a g e
The procedure to choose the respondents to obtain a representative sample a non-
Non-Probability Sampling
It is a purposive sampling which deliberately chooses the particular units of the universe
of constituting a sample on the basis that the small mass that they so select out of a huge
Judgment Sampling
To select population member who are good prospects for accurate information.
68 | P a g e
DATA COLLECTION
• PRIMARY DATA.
• SECONDARY DATA.
69 | P a g e
DATA COLLECTION
The data collection process is the predefined task that I have to undergo. The data
collection process starts right day till the final day on the field. During the whole period a
list of different respondent scattered around whole of the Banaras gets visited.
There are several ways of collecting appropriate data that differ considerably in context of
money, time cost and other resources at the disposal of researcher. The tools used for data
PRIMARY DATA
The primary data are those data, which are collected afresh and for the first time and
study are----
• By Questionnaire: -
70 | P a g e
Questionnaire is a formularized instrument for as kind information directly from a
problem so that the data after analysis & interpretation ,result in a better appreciation
• By Personal Interview:-
Under this method of collecting data there is face to face context with the person from
whom the information is obtained. The pattern used is Structured and indirect
Interview.
SECONDARY DATA: - Secondary data are those which have already been collected
by some one and which have already passed through statically process.
different fields,
71 | P a g e
• Public’s records and statistics, historical documents, and other sources of
published information. The sources of unpublished data are many; they may be
LIMITATIONS
&
FINDINGS
72 | P a g e
LIMITATION
Despite the fact that the questionnaire method is widely used in marketing research it
amount of education.
respondents.
is bias.
• Cost constraint
• Time consumption.
73 | P a g e
FINDINGS
connection.
• 45% respondent have purpose to purchase the landline for home use.
• 35% respondents are facing the problem from the landline phone due to
• More than 50% respondents are unaware about the different scheme provided
74 | P a g e
DATA REPRESENTATION
75 | P a g e
Availability of land line Phone
TABLE–1
Landline provider
TABLE–2
Connection
BSNL 35 42
Reliance 11 30
Tata 04 28
Total 50 100
76 | P a g e
Awareness of Private landline provider
TABLE–3
Phone
Aware 21 42
Unaware 15 30
Undeciding 14 28
Total 50 100
77 | P a g e
Consider the landline is better than Mobile
TABLE–4
Phone
Economic 27 54
Service has new 03 06
improved
Easy in reach 07 16
No. fear of 08 16
theft/loss
Evan layman 05 10
operate it
Total 50 100
78 | P a g e
TABLE–5
TABLE–6
79 | P a g e
Factors which influence most at purchasing of landline
connection
TABLE–7
80 | P a g e
TABLE–8
problem
Total 50 100
81 | P a g e
Satisfaction with their landline
TABLE–9
TABLE–10
82 | P a g e
Respondent choice of connection if he gets a chance to get
new connection
TABLE–11
Connection
BSNL 31 62
Reliance 12 24
Tata 07 14
Total 50 100
TABLE–12
TABLE–13
service
Yes 15 30
No 35 70
83 | P a g e
Total 50 100
provider
TABLE–14
service
Problem in 26 13 11
instrument
84 | P a g e
TABLE–15
landline
BSNL 24 48
Reliance 16 32
Tata 10 20
Total 50 100
TABLE–16
BSNL
TABLE–17
service
Yes 37 74
85 | P a g e
No 13 26
Total 50 100
TABLE–18
provider
TABLE–19
landline
BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100
86 | P a g e
Consider about the future of landline in India
TABLE–20
in India
Good 11 22
Excellent 30 60
Bad 05 10
Worst 04 08
Total 50 100
ANALYSIS OF DATA
87 | P a g e
ANALYSIS OF DATA
After data have been collected researcher turns to the task of analysis them. The
analysis of the task of closely related option such as establishment of categories, the
application of these calories to raw data through coding tabulation and then drawing.
Statistical inferences:
1) Coding
2) Editing
3) Tabulation
Coding operation is usually done at this stage through which the categories of data
Editing was the procedure that improves the quality of data for coding with the stage
Tabulation was a part of the technical procedure where in the classified data are put
88 | P a g e
GRAPH-1
% Respondent
100 82
80
60
%
40
18
20
0
yes no
GRAPH-2
Landline provider
% Respondent
80 70
60
40 %
22
20 8
0
BSNL Reliance Tata
89 | P a g e
GRAPH-3
% Respondent
50 42
40
30 28
30
%
20
10
0
Aware Unaware Undecinding
provider.
Phone provider.
Phone provider.
90 | P a g e
GRAPH-4
% Respondent
Economic
60 54
50 Service has new
40 improved
30 Easy in reach
20 14 16
10
10 6 No fear of
theft/loss
0
% Even layman
operate it
economic purpose.
91 | P a g e
GRAPH-5
landline
% Respondent
60 48
50
40
30 24 %
16 12
20
10
0
Advertising Family Friends Others
member
92 | P a g e
GRAPH-6
% Respondent
50 46
40 34
30
20 %
20
10
0
Official use Home use Status symbol
93 | P a g e
GRAPH-7
landline connection
% Respondent
Economic call
rate
50 46
Good connectivity
38
40
30 Tones
20 12
ID caller
10 4
0
0 Colors
%
call rate.
connectivity.
94 | P a g e
GRAPH-8
phone
Disturbance in line
% Respondent
during call
40 34 Problem of cross
35
connectivity
30 26
25
18 Errors in bills send
20 14
15 to the customer
8
10
5 Complaints are
0 attended very late
% by telephone dept.
Problem in the
instrument
• 34% Respondents are facing the problem of disturbance
connectivity.
send to customer.
95 | P a g e
GRAPH-9
% Respondent
60 54
40 30
%
16
20
0
BSNL Reliance Tata
96 | P a g e
GRAPH-10
% Respondent
80 70
60
40 22 %
20 8
0
BSNL Reliance Tata
provided BSNL.
provided by Reliance.
provided by Tata.
97 | P a g e
GRAPH-11
% Respondent
80
62
60
40 %
24
20 14
0
BSNL Reliance Tata
98 | P a g e
GRAPH-12
% Respondent
80 70
60
40 %
22
20 8
0
BSNL Reliance Tata
99 | P a g e
GRAPH-13
phone
% Respondent
80 70
60
40 30 %
20
0
Yes No
phone.
landline phone.
100 | P a g e
GRAPH-14
landline provider
% Respondent
70 74
80
56 54 BSNL
60
40 22 30 2622 Reliance
20 14
20 8 8
Tata
0
billing
connectivity
problem in
instrument
after sale
service
BSNL.
Reliance.
Tata
Reliance.
from BSNL.
101 | P a g e
• 30% Respondent are facing problem of after sale service
from Reliance.
from Tata
BSNL.
Reliance.
Tata.
GRAPH-15
% Respondent
60
48
50
40 32
30 20 %
20
10
0
BSNL Reliance Tata
phone option.
option.
102 | P a g e
• 20% Respondent have opted Tata as a better landline
phone option.
103 | P a g e
GRAPH-16
phone
% Respondent
40 36
30
30 26 Portable
Economic
20
Good connectivity
8
10 Call rate
0
%
connectivity.
104 | P a g e
GRAPH-17
compared BSNL
% Respondent
80 74
60
40 26 %
20
0
Yes No
105 | P a g e
GRAPH-18
provider
% Respondent
80 74
60
40 26 %
20
0
Yes No
106 | P a g e
GRAPH-19
provider
% Respondent
80 70
60
40 22 %
20 8
0
BSNL Reliance Tata
107 | P a g e
GRAPH-20
% Respondent
80
60
60
40 %
22
20 8 10
0
Good Excellent Worst Bad
India as good.
India as excellent.
India as worst.
India as bad.
108 | P a g e
CONCLUSION
&
RECOMMENDATIONS
109 | P a g e
CONCLUSION
The result of the study can be useful for the telephone provider companies. The
factors affection consumer buying behavior is change according to their income effect
. I have segmented the survey in three categories i.e. student , self employed &
serviceman.
Student are much attracting by the mobile phone. They wants to purchase on financed
influence by cash sales promotion schemes students are using their mobile for fun &
joy.
Serviceman & self employed are giving preference to average low maintenance &
price in comparison to looks colors & brand image. Serviceman wants to purchase a
110 | P a g e
RECOMMENDATIONS
• Brand promotion scheme must be made more attractive than the offer given in
campaign.
• The private landline provider should create awareness among the customer.
111 | P a g e
ANNEXURE
• QUESTIONNAIRES
• BIBLIOGRAPHY
112 | P a g e
QUESTIONNAIRE
Name:
Occupation:
Address:
Yes No
Reliance
Awareness Unawareness
Undeceiving
Q.4. Why do you consider that landline phone is better than the
mobile phone?
113 | P a g e
Advertising Friends
Q.7. What are the factors, which influence most at the purchasing
of landline connection?
Colors
Q.8. What type of problem you are facing with your landline
phone?
By telephone deptt.
Reliance
Q.10. Are you aware about the different scheme provided by BSNL
Awareness Unawareness
114 | P a g e
Undeceiving
Reliance
Q.12. Which landline service provider are providing better after sale
services?
Reliance
Q.13. Are you satisfied with your landline service provider in case of
Yes No
Reliance
Portable Economic
Caller ID
Q.16. Do you think that private landline co. can offer you better
Yes No
115 | P a g e
-----------------------------------------------------------------------
------------
-----------------------------------------------------------------------
------------
Q.18. Are you aware of the amount charged by the private landline
provider?
Yes No
-----------------------------------------------------------------------
------------
connection?
-----------------------------------------------------------------------
------------
-----------------------------------------------------------------------
------------
BSNL Reliance
Tata
Good Excellent
Bad Worst
116 | P a g e
-----------------------------------------------------------------------
------------
BIBLIOGRAPHY
117 | P a g e
BIBLIOGRAPHY
BOOKS:
Prakashan.
JOURNALS:
MAGAZINES:
2009.
WEBSITE
• www.bsnl.co.in
• www.tataindicom.com
• www.relianceinfocom.com
118 | P a g e