JAIPURIA INSTITUTE OF MANAGEMENT LUCKNOW

OPERATIONS MANAGEMENT PROJECT ON BSNL

Submitted by:

Submitted to:

PRADEEP KUMAR TIWARI (JIML-10-94) PRAGYA SHARMA (JIML-10-095) PRASHANT RANJAN (JIML-10-096) PRERNA TANDON (JIML-10-097) PRIYANKA (JIML-10-098) PRIYANKA JAIN (JIML-10-099)

Mr. VINOD KUMAR CHIB

ACKNOWLEDGEMENT

We thank our project guide Mr. VINOD KUMAR CHIB without his kind co-operation, support and knowledge we would never have been able to complete our project. He has been a pillar of strength and support during the entire period of our project. Thanks to all the group members who put in their efforts and worked as a team towards the completion of this project.

PRADEEP KUMAR TIWARI PRAGYA SHARMA PRASHANT RANJAN PRERNA TANDON PRIYANKA PRIYANKA JAIN

Table of Contents

ACKNOWLEDGEMENT....2 INTRODUCTION.5 SERVICES THAT BSNL DEALS IN.6 BSNLS MOBILE SEGMENT MARKET.9 ADVANTAGES OF USING BSNL MOBILE SERVICES.13 PROBLEMS FACED BY CUSTOMERS.14 WHAT ALL HAS BEEN DONE BY BSNL.15 A VISIT TO THE BSNL OFFICE....16 CONCLUSION19

INTRODUCTION B.S.N.L
ABOUT BSNL
Bharat Sanchar Nigam Ltd. formed in October 2000, is World's seventh largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Presently it is one of the largest & leading public sector units in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 46 million line basic telephone capacity, 8 million WLL capacity, 52 Million GSM Capacity, more than 38302 fixed exchanges, 46565 BTS, 3895 Node B ( 3G BTS), 287 Satellite Stations, 614755 Rkm of OFC Cable, 50430 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.6 Lakhs villages. BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is inaccessible in the areas of Siachen, glacier and Northeastern region of the coBSNL serves its customers with its wide bouquet of telecom services. BSNL is numero uno operator of India in all services in its license area. The company offers wide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, CellOne, has 55,140,282 2G cellular customers and 88,493 3G customers as on 30.11.2009. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

SERVICES THAT BSNL DEALS IN

When it comes to connecting the four corners of the nation, and much beyond, one solitary name that lies embedded at the pinnacle is BSNL company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing excellent telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation. Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow. Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services

1. 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. 2. BSNL launched DataOne broadband service in January 2005 that shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added.

Internet
Keeping the global network of Networks networked, the countrywide 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 Email applications. You can use your dialup sancharnet account from any place in India using the same access no 172233, the facility that no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL also offers Web hosting and co-location services at very cheap rates.

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
Intelligent Network Service (In Service) offers value-added services, such as: Free Phone Service (FPH) India Telephone Card (Prepaid card) Account Card Calling (ACC) Virtual Private Network (VPN) Tele-voting Premium Rae Service (PRM) Universal Access Number (UAN) and more

I-Net
India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various applications on point-to-point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps upto 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

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Postpaid and Prepaid BSNLs GSM cellular mobile service CellOne has a customer base of over 5.2 million. BSNL Mobile 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 BSNL Mobile in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has coverage in all National and State Highways and train routes. BSNL Mobile offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal network. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time charge

BSNLS MOBILE SEGMENT MARKET

BSNLs Mobile segment market to touch one billion by 2015 WIRELESS TELEPHONE CONNECTIONS REGISTERS 56.75 PERCENT ANNUAL GROWTH A telecom subscriber base of 600 million by the end of Plan period has been envisaged as per the 11th Plan (2007-2012). The wireless telephone connections are 545.05 million as on 31.1.2010. The wireless telephones connections have increased at the average rate of 56.75% per annum during the last 3 years i.e. from 31.3.2006 to 31.3.2009. As per the projections, the mobile segment market in India is expected to touch one billion by 2015.

The expected GSM mobile segment market for BSNL by 2013 is 119.9 millions. Yearwise details are given below: Forecast FY 2009 FY 2010 Expected addition in 16.5 20 mobile segment Expected status at the end of the year 46.71 63.21 FY 2011 17.6 83.21 FY 2012 19.1 100.8 FY 2013 17.8 119.9

BSNL is expanding its mobile network capacity in a progressive manner to cater for increase in subscriber base.

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ADVANTAGES OF USING BSNL MOBILE SERVICES

BSNL with its world-class IP infrastructure using latest state of the art MPLS technology offers following benefits over other IP VPN service solution providers. (a) Service is offered all over India. (b) Provides different grades of throughput, Service Level agreement (ranging from 99% end to end guaranteed bandwidth to best effort) as per customer needs. (c) Is Flexible and Scalable and can be tailored to meet any type of customers requirement. (d) Provides range of Value added Services like Bandwidth on demand, Video Conferencing, Voice over IP (VoIP) etc. (e) Requires no Technical workforce from customer side for the Operations and Maintenance of their VPN.

Services available through Broadband

1. High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps. 2. Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc 3. Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure. 4. Video and Audio Conferencing: 5. Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV

ADVANTAGES OF BSNL LAND LINE

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1. Superior Voice quality No issue of coverage, call drops etc. and thus no communication gap. 2. Saving in electricity as no charging is required and safety from hazards related to overcharging of 3. batteries. 4. No health hazards as there are no radio wages 5. Call tunes, two way speaker phone, phone book, CLIP facilities, Answering machine etc. are 6. available. 7. No maintenance cost for instrument. 8. High speed broadband and many value added services like IPTV, VOIP, FTTH etc. are available at 9. very affordable rate. 10. Telephone directory is available 11. No problem such as SIM card faulty, instrument trouble. 12. SMS/Bunk SMS facility is through BSNL Intranet 13. Many tariff plans are available to suit your needs 14. Centrex facility for unlimited calling on landline is available 15. Pulse Rate is low as 3 min (180 sec) 16. Number are short (6 to 8 digits) and easy to remember 17. Environmental friendly proposition as there is no need for frequent disposal of instruments and 18. batteries 19. 15. Call waiting, morning alarm, short code dialing are available free of cost. 20. 16. Incoming call can be transferred to mobile also when need be. 21. 17. Parallel connection facility is available i.e. some connection can be used by different number of the 22. family in different rooms. 23. 18. Ring tones are loud enough to avoid missed calls. 24. 19. CLI based up internet facility with mailbox is available at nominal charges, just by registering on 25. website. 26. 20. PABX/EPABX can be used. 27. 21. Prepaid service is available. 28. 22. Many options for bill payment viz., BSNL office, Post Offices, Corporation bank branches, ECS, 29. Voluntary deposit scheme, online through website, selected PCOs and credit card swapping. 30. 23. Annual tariff plans are available with a discount of two months 31. 24. IN services viz., tele-voting, free phone, ITC UAN available 32. 25. Free level 1 emergency services viz., 100, 101, 102, 108 etc. 33. 26. Safe custody is available at nominal rates for landline and zero rentals for broadband. 34. 29. Moreover, many companies use the telephone bill as your address proof, therefore, your

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35. landline connection becomes your identity.

PROBLEMS FACED BY CUSTOMERS

Even though BSNL is a provider for umpteen services and facilities, it is yet a matter of concern that the customers are not satisfied with the services People complain about major network fluctuations and frequent call drops, which is very frustrating for them. At times, they would be attending an urgent cal and suddenly the voice would block. Complaints that even call conferencing and call diverting facilities are not available on all mobile phones. One of the major and most common issue faced by the people is that despite talking to customer care executives, with regard to de activating promotional messages that constantly beep in their phones, no action is taken. It may stop for a couple of days, but then again it starts. People also complain about the customer care executives who attend to their problems. Firstly, if some one is calling in the BSNL customer care, their calls will not be received by the executives immediately. People have gone on record, stating that at times it took those 20 minutes to wait for their queries to be answered. And even if the call is attended, the executives exhibit such a rude behavior that it ultimately angers the person. Complaints regarding unnecessary charges of value add services such as hello tunes or cricket packs are being charged, when the customer has not even subscribed for them. When the people complain this to the customer care executives, there is no prompt action or response given by them.

WHAT ALL HAS BEEN DONE BY BSNL

Access round the clock help at following toll free numbers

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DataOne Broadband '1800-424-1600' PSTN Call Center '1500' (in select states) Sancharnet Help Desk '1957'

CellOne all India Help '1800 180 1503' or '1503' All BSNL Customer Service Centers (CSCs) now remain open on all seven days from 8.00 AM to 8.00 PM without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by Cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer 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 speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires. 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. Establishing call centers across the nation to provide single window solutions and convenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services. Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through Cheque in City Telecom Offices (CTOs). More than one Public Call Office (PCO) permitted at the same premises. Various application forms and procedures being simplified for new telephone connections, shifting, and third party transfer.

A Visit to the BSNL Office

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In order to inspect deeper into the causes of faulty services of BSNL, we made a visit to the BSNLs office to know about the employee perspective regarding this. The employee perspective would be helpful in concluding the actual reason behind the dipping market share of the company. OBJECTIVE: To know about the attitude and opinion of the employees with respect to the problems faces by BSNL, and what are they doing to cope up with these problems and challenges. FINDINGS: It was found that the employees were extremely reluctant to give us some time and face our queries. They tried their best to avoid our questions. Their behavior reflected the trait of bureaucratic work, low morale, obstinate attitude, lack of innovation and lethargy in them. They very well showcased the attitude of government employees. However we managed to extract some data and views of 2 employees.

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Name Age Designation Working with the co. since Daily work

Mitud Sinha 49 Accounts Officer 1983 Billing, maintaining revenue account, public dealing

Our interaction with Mr. Sinha provided us relevant data about the day to day operations in the office. This person, being the accounts officer, was mainly involved in managing the revenue of the office, which comes from the payment of bills. So he is involved in accepting the bills from the customers and feeding the respective details in his system. However if the customer is having any problem with the bill, he tries to solve it then and there, but only if it is possible under his job specification. HANDLING OF COMPLAINTS: He told that on an average, there are 50-60 complaints in a day with respect to billing. Rest there are around 10-12 complaints. So it can be seen that one of the major problems BSNL users face, is with their bills. As told by him, few of them are: Unnecessarily high amount of bills Problem in billing of broadband connection Bills showing calls, messages, etc not actually done by the user Change of plan takes time, new plan is implemented after a time lag Solving of these problems takes time and keeps the customers waiting for prolong time periods. However the employees try to solve them if it is possible at their level, else the customer is asked to make a complaint to some other officer or at some other desk. According to this employee, the possible reasons behind these problems are: Lack of knowledge Less no. of employees to handle the complaints Lethargic attitude of employees Fault in the system it generates bills even if the broadband is not working or is dead. HIS OPINION OR VIEWPOINT: BSNL is a large organisation and is transparent; it possibly does what it says. On the other hand, there are other telecom companies who do not stand by their promises. However, there are problems with our company. We have the best network in the country but the service is poor due to the mentality of the employees.

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Name Designation Working with the co. since Daily work

J.C Yadav Public Officer 1999 Public dealings

The interaction with Mr. Yadav reflected the self-centered attitude of the employees at BSNL. This person is involved in daily dealings with the customers and BSNL users. HANDLING OF COMPLAINTS: One work which is common for all employees was handling the complaints. This employee receives 4-5 complains on daily basis related to high amount of bills, poor and late delivery of bills and wrong tariffs getting uploaded, bills reflecting amount not as per the current tariff or plan. When encountered with such problems, he makes sure that duplicate bills are issued if the customer has not received the original bill. Many a times systems are not working to update the details, in those cases, the bill amount is accepted from the customer and is kept on hold till it is updated in the system. When we asked him that who was responsible for such problems, he said that sometimes there is some delay in the dispatch of the bills, but generally it is the fault of the customer. They do not make timely payments of their bills. WHAT BSNL DID TO COUNTER THE PROBLEM? It cannot be said that the company has been ignorant to all these problems. Compared with earlier stage, it has evolved a lot. This is reflected from the setting up of e-suvidha, linkup with the banks for quicker services, online billing and other facilities via internet. So the company has made great efforts on its part to improve its overall image but is unable to mend and impoverish the mindset and morale of the employees working in its offices. HIS OPINION OR VIEWPOINT: BSNL is on the top, only AIRTEL is the telecom company that poses a threat to us. Even as per the July - September report, we are leading, we have even no dues unlike the other telecom companies.

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CONCLUSION
BSNL, one of the largest public sector units of India, also happens to be the worlds 7th largest telecommunication company! BSNL boasts of more than 17.8 million customers accounting about 24 percent of all the Mobile users in India. The fact that every fourth mobile user in India subscribes to BSNL cellular services can be attributed to its wide ranging and transparent billing system. Both prepaid and postpaid services are offered, both giving effective services for the money paid. There are a wider range of plans to be chosen from if you are opting for postpaid and as per the customer feedback, all of them are worth the money put in. The tariff plans of BSNL are some of the best available in the country. Very few cellular services offer the cheap tariff plans and rates like BSNL does. The advantage of BSNL would be the coverage, which is excellent in almost all parts of India and the billing system thats transparent as much as realistically possible. BSNL truly provides everything for everyone. However, one of the drawbacks of BSNL Cellular Services is its poor customer service call centre. Low on technical matters and even in few basic updates about BSNL tariff plans they dont come across helpful in needy times. Another drawback would be its poor publicity! There are many who arent aware of the schemes offered and simply end up considering BSNL service unworthy.

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