A Study on different innovative features

incorporated by BSNL & customer

preference towards them

Submitted to:~ Ms.Dhwani

Ravutt
Submitted by:~Ami sheth
COLLEGE NAME: N. C. Gandhi & B.V.
Gandhi Arts & Commerce College.

ROLL NO.: 18.

ACADEMIC YEAR: 2008-09

This is to certify that Miss. AMI SHETH of class B.M.S-3, Roll

No 13 has satisfactorily completed the project on the Topic

“A Study on different innovative features incorporated by BSNL

& customer preferance towards them”

Under guidance of Mr. Sandip Makwana.

Date of submission ………………………

Mr. Sandip Makwana.

Project in charge
 ACKNOELEDGMENTS

I am really thankful to my college for

giving this chance. I am a big admire of BSNL provide all
essential information for this project.

My thanks also for our monitor to give us

best guidance for this project in workshop. I am highly
indebted to Mr. Sandip Makwana who works as a great
instructor for this project, and good guide during the
research.

Internet becomes great source of

information which is highly needed for this study.

These all are play great roll in this

report. I hope their support and my hard work will be
become this project succeed as its ability.
 TABLE OF CONTANTS
 Preface
 Objectives of study

1) Methodology
1.1 Research design
1.2 Sampling design
1.3 Data collection
2) Overview of company

3) 3CET report
3.1 Company
3.2 Customer
3.3 Competition
3.4 Environment
3.5 Technology

4) SWOT analysis
4.1 Strength
4.2 Weakness
4.3 Opportunity
4.4 Threats

5) Questionnaire
6) Analysis of questionnaire
7) Findings
8) Suggestions
9) Conclusion
 PREFACE
This project is about the system and working style of
BSNL. Its purpose is to present, as clearly and completely as
possible, the innovative features incorporated by BSNL &
consumer response. This project is mad by a student and
also mad for student so I try to keep it easier as possible by
me. This is basic outline of BSNL system therefore it is also
producing their features & other characteristics. There is also
company overview of BSNL as introduction guideline. There
is also such important concept and includes important
information of these study. It gives much information for this
collection. The sites include links to other related
information. There are many topics but all are full of right
information and with recollect the number and figures and
format too. I mad it very carefully specially to bear in mind
management concept.
 OBJECTIVES OF STUDY
 My main objective was to receive more knowledge in
communication sector through BSNL.

 My second main objective was to find customer preference

towards the features of BSNL services.

 I found out the analysis of response to know the satisfaction

level of customer.

 I also had the opportunity to find out right information and

customer services provided by BSNL to their respected
customer.
 [1] METHODOLOGY
1.1) Research design : ~
“ A research design is the arrangement of conditions for collection
and analysis of data in manner that aims to combine relevance to the
research purpose with economy in procedure”
in fact, the research design is the conceptual structure within which
research is conducts; it constitutes the blueprint for collection,
measurement and analysis of data.
This design includes an outline of what the researcher will do
from writing the hypothesis and its operational implications to the final
analysis of data. Design decision happen to be respect of below
detail.
i. This is the study about BSNL, to know the efficiency of
organization and to know the special feature offered by
BSNL.
ii. A main objective of this study is to know the customer
preference towards the special feature incorporate by
BSNL.
iii. This study will be carried out in the Bhavnagar city.
iv. In this study there is primary data and secondary data both
are required.
v. I will collect primary data from the BSNL subscriber of
Bhavnagar city directly through questionnaire.
 Secondary data will be collected with the help of BSNL
branch office of the city and also internet will be provided
very important data for this study.
vi. This study will be carried out between the time period of one
month. It will be start at the august 20th 2009 to September
20th 2009.
vii. Sample design will be probability sample design in small
sample size from the given population means it will be
randomly selected samples in this study.
viii. In primary data collection, data will be collected through
techniques of questionnaire and with the help of personal
interview in the interview method.
ix. This collected data will be analysis through processing
operations of the data (editing, coding, classification,
tabulation,) after this data will be calculated in the
percentage to show the form of diagram or pie chart to
identify clear result of data.
x. This report will be prepaid as survey report with all essential
information.
1.2) Sampling design : ~
A sample design is a definite plan for obtaining a
sample from a given population. It reders to the technique or the
procedure the researcher would adopt in selecting items for the
sample. Sample design as well lay down the number of items to be
included in the sample. In this survey my population size is citizen of
bhavnagar city and my sample size is 100 out of them.

Sample design steps:

1) Universe: The first step in developing any sample design is to

clear define the set of objects, technically called the universe. In

this survey there is finite universe to find out the preference and
satisfaction of BSNL customers toward the services.

2) Sampling unit: A decision has to be taken concerning a

sampling unit before selecting the sample. This research

sampling unit is as geographical area of Bhavnagar city.

3) Source list: This research has only source of people of

Bhavnagar city. This sample is drawn from the universe of
Bhavngar city. People is selecte from the city who are user of
BSNL services.

4) Size of sample: In this survey my population size is citizen of

bhavnagar city and my sample size is 100 out of them. This
 People are selected only because of they are BSNL
subscribers. And they are ready to provide true information.

5) Budgetary constraint: Cost considerations, form practical

point of view, have a major impact upon decisions relating to

not only the size of the sample but also to the type of sample.

6) Sampling procedure: It is probability sampling means simple

random sampling. Under this sampling design, every item of the

universe has an equal chance of inclusion in the sample.
1.3) Data collection: ~
I collect primary data during the survey time. This
survey will be conducted by the small sample size from the given
population. In this survey primary data and secondary data will be
used to get perfect result. These data will be collected through the
specific method called it ‘Data collection method’. First fall I will
collect the secondary data from the sources and then after I will
collect primary data to get fresh and live information from the
customer to find out real result of my study.

Method of primary data:

1. Questionnaire
To collect the primary data I will use the method or technique of
data collection through questionnaire. First fall I should prepaid one
questionnaire related to my study which can be provided all essential
information to find out conclusion.

2. Interview method
In interview method I will use personal interview to collect
other important or relevant information which will be helpful to
analysis of data. I will ask certain question or query to note clear
point of view of customer and their opinion about this study. it will
be help full to my questionnaire data.
 Method of secondary data:

I will collect my secondary data from the BSNL branch office

of the city. This will be my main source of secondary data of study.
after it I will be used internet too. If there will be necessary I will
also used past data of this kind of study or I will refer other report
of BSNL to find out right information.

These data will be used in analysis of primary data and also

helpful to respondent to fill up the good questionnaire.

[2] OVERVIEW OF COMPANY

 Bharat Sanchar Nigam Limited (known as BSNL, India
Communications Corporation Limited) is a public sector
telecommunication company in India. It is India's largest
telecommunication company with, 24% market share as on March 31,
2008. Its headquarters are at Bharat Sanchar Bhawan, Harish
Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini
Ratna, a status assigned to reputed public sector companies in India.

BSNL is India's oldest and largest Communication Service

Provider (CSP).[citation needed] Currently has a customer base of 90 million
as of June 2008.[1] It has footprints throughout India except for the
metropolitan cities of Mumbai and New Delhi which are managed by
MTNL. As on March 31, 2008 BSNL commanded a customer base of
31.55 million Wireline, 4.58 million CDMA-WLL and 54.21 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). BSNL has an estimated
market value of $ 100 Billion. The company is planning an IPO with in
6 months to offload 10% to public in the Rs 300-400 range valuing
the company at over $100 billi
Bharat Sanchar Nigam Limited
BSNL
Type public
Founded 19th century, incorporated 2000

Headquarters Bharat Sanchar Bhawan, Harish Chandra Mathur

Lane, Janpath, New Delhi

Key people Kuldeep Goyal (CMD)

Industry Telecommunications
Mobile communications
Broadband Internet
Products GSM Mobile Service
LandLine Service
WLL Service
Internet Service
Revenue US$ 9.67 billion (2007)
Owner(s) The Government of India
Website www.bsnl.co.in
 [3] 3CET REPORT
3.1) Company : ~
INTRODUCTION
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's
7th largest Telecommunications Company providing comprehensive
range of telecom services in India: Wireline, 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 unit in India.

BSNL has installed Quality Telecom Network in the country

and now focusing on improving it, expanding the network, introducing
new telecom services with ICT applications in villages and wining
customer's confidence. Today, it has about 47.3 million line basic
telephone capacity, 4 million WLL capacity, 48.11 Million GSM
Capacity, more than 37382 fixed exchanges, 44966 BTS, 3140 Node
B ( 3G BTS), 287 Satellite Stations, 480196 Rkm of OFC Cable,
63730 Rkm of Microwave Network connecting 602 Districts, 7330
cities/towns and 5.5 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 areas of Siachen glacier and North-eastern region of
the country. BSNL 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 vide ranging & most transparent
tariff schemes designed to suite every customer.
BSNL cellular service, CellOne, has more than 49.09 million cellular
customers, garnering 16.98 percent of all mobile users in its area of
operation as its subscribers. 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, Account Less Internet(CLI).
BSNL has been adjudged as the NUMBER ONE ISP in the country.

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

convergent IP infrastructure that provides convergent services like
voice, data and video through the same Backbone and Broadband
Access Network. At present there are 0.6 million DataOne broadband
customers.
The company has vast experience in Planning, Installation,
network integration and Maintenance of Switching & Transmission
Networks and also has a world class ISO 9000 certified Telecom
Training Institute.
Scaling new heights of success, the present turnover of BSNL is
more than Rs.351,820 million (US $ 8 billion) with net profit to the
tune of Rs.99,390 million (US $ 2.26 billion) for last financial year.
The infrastructure asset on telephone alone is worth about
Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47

millions lines to 125 million lines by December 2007 and
infrastructure investment plan to the tune of Rs. 733 crores (US$
16.67 million) in the next three years.
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.

BSNL Registered Office

Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
Janpath, New Delhi-110 001

BSNL Corporate Office

Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
Janpath, New Delhi-110 001
 BSNL’s POSITIONING IN TELECOM INDUSTRY
To understand and suggest – how strategic management can
help BSNL – the first thing is to understand the Telecom industry
environment and the stakeholders involved. Apart from having to
cope with the change in structure and culture (government to
corporate), BSNL has had to gear itself to meet competition in various
segments – basic services, long distance (LD), and International
Long Distance (ILD), and Internet Service Provision (ISP), and Mobile
services. With the advent of competition the private operators have
been impacting the strategic matrix by influencing regulatory bodies,
adopting intelligent media strategies, and by targeting the creamy
layer of customers. While, political control over the public sector
remains a contentious strategic issue in the country; with the
formation of a company, the internal strategy of the BSNL board will
be of gaining considerable autonomy. Labour unions are powerful
internal stakeholders, as are the middle managers/ other staff that
have the primary responsibility for customer care. The following
stakeholders diagram gives an insight about the changing telecom
industry environment for BSNL

A telecom giant called Bharat Sanchar Nigam Limited (BSNL)

came into being last fiscal with the corporatization of the two arms of
DoT, the Department of Telecom Services and the Department of
Telecom Operations. The company has an authorized capital base of
a whopping Rs 10,000 crore with a paid-up capital of Rs 5,000 crore.
The company inherited 3,62,000 employees, a gross capital asset of
Rs 75,000 crore (as on 31 March 2000), market value of 2,50,000
crore, and a net worth of Rs 68,000 crore.

BSNL performed very well in the first fiscal by netting a

turnover of Rs 23,000 crore and registering a growth of around 13
percent. The performance is excellent considering the fact that tariff
re-balancing for long distance was done twice in the same fiscal.
Long-distance calls were reduced by 13 percent and tariff was further
revised. Under this revision, a rate for a distance of 200 km within the
same circle was brought down substantially.

BSNL did exceptionally well on the deployment of DELs in the

country. The company deployed 59.2 lakh lines against a target of
57.9 lakh lines. On the OFC and JFTC front, the company deployed
54,000 rkm and 583 lckm, respectively. On the microwave front, the
company deployed 16,000 rkm against a target of 10,000 rkm. While
most of the private service providers were unable to achieve their
target on the VPT front, BSNL deployed 34,000 VPTs in every nook
and corner of India and this year plans are on for deploying 143,000
VPTs in the country. Faults per 100 telephones per month came
down to 14.6.

Administrative units

BSNL is divided into a number of administrative units, termed as

telecom circles, metro districts, project circles and specialized units,
as mentioned below:
Training Institutions

1. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training,

Jabalpur, Madhya Pradesh
2. National Academy of Telecom Finance and Management,
Hyderabad
3. Telecom Factory, Bhopal
4. RTTC Ahmedabad
5. RTTC Trivandrum
6. RTTC, Indore
7. RTTC Jaipur
8. RTTC Pune
9. RTTC BHUBANESHWAR
10. RTTC CHENNAI
11. RTTC GUWAHATI [1]
12. RTTC HYDERABAD
13. RTTC LUCKNOW
14. RTTC MYSORE
15. RTTC NAGPUR
16. RTTC RAJPURA

Other Units

1. Telecom Stores
2. Telecom Electrical Wing
3. Telecom Civil Wing
4. T & D Circle
Present and future

BSNL (then known as Department of Telecom) had been a

near monopoly during the socialist period of the Indian economy.
During this period, BSNL was the only telecom service provider in the
country (MTNL was present only in Mumbai and New Delhi). During
this period BSNL operated as a typical state-run organization,
inefficient, slow, bureaucratic, and heavily uinionised. As a result
subscribers had to wait for as long as five years to get a telephone
connection.The corporation tasted competition for the first time after
the liberalisation of Indian economy in 1991. Faced with stiff
competition from the private telecom service providers, BSNL has
subsequently tried to increase efficiencies itself. DoT veterans,
however, put the onus for the sorry state of affairs on the Government
policies, where in all state-owned service providers were required to
function as mediums for achieving egalitarian growth across all
segments of the society. The corporation (then DoT), however, failed
miserably to achieve this and India languished among the most
poorly connected countries in the world. BSNL was born in 2000 after
the corporatisation of DoT. The efficiency of the company has since
improved. However, the performance level is nowhere near the
private players. The corporation remains heavily unionised and is
comparatively slow in decision making and implementation. Though it
offers services at lowest tariffs, the private players continue to notch
up better numbers in all areas, years after year. BSNL has been
providing connections in both urban and rural areas. Pre-activated
Mobile connections are available at many places across India. BSNL
has also unveiled cost-effective broadband internet access plans
(DataOne) targeted at homes and small businesses. At present BSNL
enjoy's around 60% of market share of ISP services.
3.2) Customer: ~
Bharat Sanchar Nigam Ltd (BSNL), the corporate version of
erstwhile DOT, came to existence on 1st October 2000. Ever since
the formation of BSNL, the Indian telecommunications scenario has
been transforming itself into a multi-player, multi-product market with
varied market sizes and segments. Within the basic phone service
the value chain has split into Basic services, long distance players,
and international long distance players. They are providing many
types of services for their customers. They are purely devoted for
their services and liabilities towards the customers.

Services provided by BSNL to customer:

BSNL provides almost every telecom service in India. Following are

the main telecom services provided by BSNL:

• Universal Telecom Services : Fixed wireline services &

Wireless in Local loop (WLL) using CDMA Technology called
bfone and Tarang respectively. As of December 31, 2007,
BSNL has 81% marketshare of fixed lines.

• Cellular Mobile Telephone Services: BSNL is major provider

of Cellular Mobile Telephone services using GSM platform
under the brand name BSNL Mobile. As of March 31, 2007
BSNL has 17% share of mobile telephony in the country.
 • Internet: BSNL provides internet services through dial-up
connection (Sancharnet) as Prepaid, (NetOne) as Postpaid and
ADSL broadband (BSNL Broadband). BSNL has around 50%
market share in broadband in India. BSNL has planned
aggressive rollout in broadband for current financial year.

• Intelligent Network (IN): BSNL provides IN services like

televoting, toll free calling, premium calling etc.

CellOne
CellOne is a mobile phone service provided by the Indian
public enterprise BSNL. It is the post-paid service of the BSNL. It
offers host of value added services.

CellOne is the one of the mobile operators in India to have a

strong coverage from major cities to far flung villages. In a nutshell it
covers each and every part of India, mainly the rural areas. CellOne
gives all India roaming facility (including Delhi and Mumbai) and
International roaming facility to more than 300 networks across the
world.

CellOne started their GPRS service on 2005. Using GPRS

users can download songs and themes to their mobile phone and
also connect to the internet using a laptop or pc. Bsnl cellone offers a
very attractive rate on GPRS. There are 2 plans. 199 unlimited and
49 limited plan. with 199 plan a user can download unlimited data and
browse unlimited. With 49 plan, users can download up to 5mb;
thereafter download will charge 1 paise per kb.
 In ALL major cities and towns CellOne provides EDGE
services and more places are being covered

To download cellone gprs settings users go to

http://www.cellone.in and click on download gprs settings. Select the
location and enter the phone number. You will be sent a password by
SMS to your mobile phone. You can use this password to login, then
choose the phone model. The cellone gprs settings will be sent to
your phone shortly thereafter.

BSNL Mobile

BSNL Mobile offers you a host of value added services and

unmatched features not found in any other Cellular service

As a proud subscriber of BSNL Mobile service you will stay in touch

with your nears and dears any where in India because BSNL Mobile
is the only Cellular service which is available in all major cities and
covers all major highways. BSNL Mobile gives you all India roaming
facility (including Delhi and Mumbai) and International roaming
facility to more than 300 networks across the world.
 Prepaid Mobile

BSNL Mobile prepaid service offers you a host of value added

services and unmatched features not found in any other Cellular
service. All India roaming facility is also available on BSNL mobile
prepaid service.

Initial activation charges for Prepaid Mobile is only Rs. 200/-

and free talk value of Rs. 50/- is given to all subscribers.

BSNL Mobile Pre paid cards are available in the denominations

of Rs. 70,150, 300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of
which are 7,15, 30, 45, 120 and 180 days respectively.

Moreover, on any later date if you want to convert your BSNL

Mobile pre-paid scheme to post paid scheme it can be done without
paying any additional activation charge. The unutilized balance
amount will not be adjusted in the post-paid scheme. (this conversion
facility is subject to technical feasibility).
A host of value added services are also available at very economical
charges:

 Voice Mail Service

 Short Message Service (SMS)

 All India Roaming

 Call Forwarding(within same Service Area)

 Call Conferencing

 Call Waiting and Call holding facility

 Wireless Application Protocol(WAP): Surf WAP enabled

websites on Internet using this service.

 Unified Messaging Services: Integrate your Mobile phone with

the Internet and access your e-mails,
 faxes, voice mail etc on your mobile phone. To avail this service
you can got to www.bsnlums.com.

 Get missed call alerts by sms - free of cost!

 BSNL Broadband

BSNL Broadband is a broadband internet service from state

owned BSNL in India since 14 January, 2005. Until September 30,
2007 it was known as 'Data One' [1]

BSNL is in the process of commissioning of a world class, multi-

gigabit, multi-protocol, convergent IP infrastructure through Internet
backbone-II (NIB-II), that will provide convergent services through the
same backbone and broadband access network. The Broadband
service will be available on DSL technology (on the same copper wire
that is used for connecting telephone), on a countrywide basis
spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would

put India at par with more advanced nations. The services that would
be supported includes always-on broadband access to the Internet
for residential and business customers, Content based services,
Video multicasting, Video-on-demand and Interactive gaming, Audio
and Video conferencing, IP Telephony, Distance learning,
Messaging: plain and feature-rich, Multi-site MPLS VPNs with Quality
of Service (QoS) guarantees. The subscribe will be able to access
the above services through Subscriber Service Selection System
(SSSS) portal.
 The Service will be given through the state of the art Multi
Protocol Label Switching (MPLS) based IP Infrastructure, which is
designed to provide reliable routes to cover all possible destinations
within and outside the country. Layer 1 of the network will consist of a
high speed Backbone comprising of 24 powerful Core Routers
connected with high speed 2.5 Gbit/s(STM-16) links. The routers are
located on the national DWDM network interfacing at STM-16 optical
level to provide for high transmission speeds.MPLS VPN is a
technology that allows a service provider like BSNL to have complete
control over parameters that are critical to offering its customers
service guarantees with regard to bandwidth throughputs, latencies
and availability.

The Broadband Service is available throughout India, in all

cities, towns and even in main villages.

Customer Care :

Several Steps have been taken at BSNL to augment the quality of

customer care to international standards.

 Access round the clock help at following toll free numbers

 Dataone Broadband '1600-424-1600'
 PSTN Call Center '1500' (in select states)
 Sancharnet Help Desk '1957'
 CellOne all India Help '9400024365'
 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 cheques 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 proper Public Grievances Redressed Mechanism has been

put in place in BSNL to resolve any issues customers may

have.

3.3) Competition : ~

BSNL has very tuff competitor in Indian market. Reliance is most

live competitor for BSNL. Bharti Airtel, MTNL and others are also
there to give BSNL hard competition.

Reliance’s plans for setting up a parallel telecom

infrastructure has made BSNL very aggressive. It has announced an
expansion plan of Rs 16,500 crore for upgrading its network . It also
has cellular services plans in almost 300 cities. It is aiming to add
around 68.3 lakh more lines. To provide more bandwidth to the user,
the company is augmenting its long distance network by connecting
more metros and large cities with high capacity DWDM systems. It is
testing VoIP services in metro cites. It is also planning to increase the
efficiency and bandwidth of network by going for distributed network
where OFC is put to maximum use of comparison to PIJF.

The focus next year will be on maximizing the revenue from

the subscribers, by providing IN services in both basic and cellular as
well as improving customer support services. Changing the attitude of
employees in the highly competitive atmosphere is a task well cut-out
for BSNL. The litmus test will be the response its cellular service gets
from the people, given the lackluster response to MTNL’s services. If
everything goes well, the company may well become the second
Indian company after Indian Oil to enter the Fortune 500 club.

BSNL's nearest competitor Bharti Airtel is standing at a customer

base of 39 million. However, despite impressive growth shown by
BSNL in recent times.

Airtel comes to you from Bharti Airtel Limited, India’s largest

integrated and the first private telecom services provider with a
footprint in all the 23 telecom circles. Bharti Airtel since its inception
has been at the forefront of technology and has steered the course of
the telecom sector in the country with its world class products and
services. The businesses at Bharti Airtel have been structured into
three individual strategic business units (SBU’s) - Mobile Services,
Airtel Telemedia Services & Enterprise Services. The mobile
business provides mobile & fixed wireless services using GSM
technology across 23 telecom circles while the Airtel Telemedia
Services business offers broadband & telephone services in 95 cities
and has recently launched India's best Direct-to-Home (DTH) service,
Airtel digital TV. The Enterprise services provide end-to-end telecom
solutions to corporate customers and national & international long
distance services to carriers. All these services are provided under
the Airtel brand.
3.4) Environment: ~

Modern Telecommunications network plays a key role in

today's world and are required to be continuously operated even in
the most adverse conditions. The Electrical Engineering Services in
the buildings housing modern telecommunications network must
perform to an exceptional degree of reliability so as to ensure that
there are no breakdowns in the telecommunications system. The
safety and well being of both the buildings , human inhabitants and its
material contents including telecom equipment depend on the smooth
and reliable operation of various Electro-mechanical services.

Electrical Divisions came into existence in the erstwhile P&T

department in 1963 to cater to the need for undertaking infrastructure
electrical and mechanical works in-house rather than sourcing it from
CPWD as per earlier practice. With bifurcation of P&T, the Electrical
unit remained with DOT and with the Corporatisation, the Electrical
unit has become part of BSNL.

With the liberalization and opening of telecom sector to Private

companies, the electrical unit is ready and equipped for its
comprehensive role for optimising the electro-mechanical services
and minimizing the energy cost. The electrical consumption alone,
accounts for around 20% of total operating cost and it is necessary
that energy audit is conducted at regular intervals. This will further
assume greater importance in the coming years as power supply gets
privatised and competition to BSNL becomes effective.
The strength of Electrical units, lies in its specialized manpower
, who can undertake Energy Surveys and Energy audits. Energy
Surveys comprises of two Parts:

(i) Saving on account of power factor that includes the contractive

demand v/s the actual, the tariff charge and the multiplying factor in
the bill.i.e exploiting the tariff structure to the best advantage of user.

(ii) Saving by way of optimum design layout and the equipment

used.

Quality Policy:
Electrical Wing, BSNL avows to provide electro-mechanical services
with Quality , speed and economy to all its customers and to ensure
their continuous and reliable operation. We are committed to deliver
defect free electrical services and will continuously improve our
processes to meet the need to our customers.

Quality Objectives:
• Original Electro-mechanical works :

• To work hard to provide quality electro-mechanical services, on

time, so as to meet the customer's requirement.
• To make efforts through a constant dialogue with suppliers and
involving of People at all level to remove all possible irritants
during the execution of works. Our endeavor should be to
achieve the above quality objective. Action should be taken in
case of any deviation.

• To meet the BSNL Exchange Commissioning Programmes -

Information to be sent to respective CE[E] for Exchanges where
the equipment is received or likely to be received within 15 days
but electrical works not completed/ not likely to be completed.
Acceptance testing shall be done for all works and relaxations, if
any, shall be obtained from CE[E] / concerned CGM.

• For Administrative Buildings and Staff Quarters- Cases to be

reported to CE[E] where electrical works are not likely to be
completed along with building and buildings/ quarters not
occupied due to non-completion of electrical works.
3.4) Technology: ~

 WIFI and WiMAX Take off:

The recent introduction of Broadband services has enthused
the customers to that extent that now there is a demand for wireless
access for broadband. Wireless Broadband Service provisioning has
been defined by Institution of Electrical and Electronic Engineers
(IEEE) under different categories. WiFi is the Standard that is
enabling access to internet/broadband on wireless environment in a
short range and WiMax Standard is for mobile internet access for
long range of 10 to 40 Km. This article describes various standards
prescribed for WiFi and WiMax and the characteristics. The
advantages and other facilities offered are also dealt with. The
tremendous potential of WiMax standard in delivering wireless access
for various services like data at high speed, GSM backhaul and
enterprise services to the high-end corporate customers is expected
to bring in a new communication revolution in the years to come.

 Wireless LAN Implementation:

In recent year, there has been a spurt in the data traffic
considerably. In fact, the data traffic in many countries has taken over
the voice traffic. More countries are set to follow the trend. Internet
had primarily played the catalytic role for the high growth of data
traffic. Omnipresence of Internet and its cost effectiveness has been
the driving force for the explosive growth of data based services.
Wireless technologies are developing at a faster rate and WiFi and
WiMax services are on the envil including Wireless LAN in access
network. This article presents an overview of Wireless LAN
implementation.

 Optical Evolution MPLS-Overview:

Today’s communication networks and services are migrating to
a converged paradigm centered on IP (Internet Protocol). MPLS
(Multi-Protocol Label Switching) has emerged as a key enabling
technology for this migration. MPLS technology has proven its value
for delivering new services while at the same time allowing migration
from old to new networks. The requirement of multi-vendor, multi-
technology control plane interoperability among major networking
equipment vendors, and the service providers real world
requirements open up opportunities towards operational readiness of
MPLS/G MPLS for end-to-end connection management and the
creation of differentiated service offerings. This has evolved into the
scope of common control plane for IP and optical layers thus leading
the way to next generation networks. This article presents an
overview of optical MPLS evolution paving the way for next
generation networks.

 High Speed Downlink Packet Access:

 As per release 5 of the third Generation Project (3GPP) W-
CDMA specification, High Speed Downlink Packet Access (HSDPA)
is an enhancement for higher throughout and better spectrum
efficiency on the downlink. It is also backward compatible with
WCDMA. This article presents an overview of HSDPA.

 Multiple Access Technologies for Next Generation

Mobile Networks:
With the substantial increase of Internet users and with the
development of new services, high-speed access in the future
generations of wireless systems is an important requirement.
Consequently, broadband systems with bandwidths much wider than
that of the 3-Generation (3G) systems are required for meeting future
requirements. In this article, some fundamental technical concepts of
the main multiple access schemes for wireless mobile systems are
reviewed, and a path for the development for appropriate multiple
access technologies for next-generation mobile networks, or so-
called beyond 3G (B3G), is established. It starts with a review of the
multiple access technologies in second and third-generation wireless
cellular systems from historical and technical points of view, then
listing the most important features of multiple access schemes in 3G
mobile systems, and finally, concluding the article by reviewing the
most promising multiple access technologies for B3G mobile cellular
systems.
  Bluetooth Wireless Technology:
Bluetooth is the first popular technology for short-range, and
ad-hoc networking that is designed for an integrated voice and data
applications. This article provides the limpid overview of Bluetooth
working, networking aspects and its operational states. A description
on Bluetooth hardware modules has been presented innovatively in a
categorized manner. In addition, Bluetooth protocol stack and
Bluetooth profiles have also been discussed briefly. Finally, due
considerations have been presented on Bluetooth security
vulnerabilities and interference issues with Wi-Fi.

 Broadband Access Technologies:

There is always increasing demand for higher capacity systems
and more bandwidth for new generation, hence new various types of
access technologies for broadband have to be found for this
exponential growth. Broadband service commonly is high speed
internet related services more than 256 kbps to several mbps. There
are many different broadband technologies both wired and wireless.
BSNL’s broadband service working under the brand name “DataOne”
and MTNL’s brand name under “Triband”. This article describes
various types of broadband access technologies and BSNL’s access
network of broadband.
 [4] SWOT ANALYSIS
The changing external environment for BSNL can be well
captured by the Potter’s model diagram which shows that the industry
structure has become bit unfavorable (Pl. refer exhibit- 1)

In such an environment BSNL definitely requires to redefine its

strategies. What is required is to identify the potential opportunities
and threats implied by this changing environment for the BSNL. In
changing trends, situations, and events gaining an accurate
understanding of BSNL’s strengths and limitations will help in better
strategic management of organization. The SWOT analysis for BSNL
is as follows –

BSNL – SWOT ANALYSIS

4.1) STRENGHTH :~
• Pan-India reach
• Experienced telecom service provider
• Total telecom service provider
• Huge Resources (financial & technical pool)
• Huge customer base
• Most trusted telecom brand
 • Transparency in billing
• Easy deployment of new services
• Copper in last mile can be used for easy broadband
deployment
• Huge Optical Fibre network and associated bandwidth

4.2) WEEKNESS: ~
• Non-optimization of network capabilities
• Poor marketing strategy
• Bureaucratic organizational set up
• Inflexibility in mindset (DOT period legacies)
• Limited number of value added services
• Poor franchisee network
• Legacy of poor service image
• Huge and aged manpower
• Procedural delays
• Lack of strategic alliances
• Problems associated with incumbency like outdated
technologies, unproductive rural assets, social obligations,
political interference,
• Poor IT penetration within organization
• Poor knowledge Management

4.3) OPPORTUNITIES:~
 • Tremendous market growing at 20 lac customers per month
• Untapped broadband services
• Untouched international market
• Can capitalize on public sector image to grab government’s ICT
initiatives
• ITEB service markets
• Diversification of business to turn-key projects
• Leveraging the brand image to source funds
• Almost un-invaded VSAT market
• Fuller utilization of slack resources
• Can make a kill through deep penetration and low cost
advantage
• Broaden market expected from convergence of broadcasting,
telecom and entertainment industry

4.4) THREATS: ~
• Competition from private operators
• Keeping pace with fast technological changes
• Market maturity in basic telephone segment
• Manpower churning
• Multinational eyeing Indian telecom market
• Private operators demand for sharing last mile
• Decreasing per line revenues due to competitive pricing
 • Private operators demand to do away with ADC can seriously
effect revenues
• Populist policies of government like “OneIndia” rates

[5] QUESTIONNAIRE
Dear, Respondent.
I am doing a survey on A Study on different
innovative features incorporated by BSNL & customer
preference towards them
. I request to my all respondent that please fill this
questionnaire with right detail and give back as soon as
possible.
Name :
Addressee:
Contact No :
Education / Qualification :
E-mail :

1. Age :

1.1 15 to 30 
1.2 31 to 45 
1.3 46 to 65 
1.4 Above 65 
2. Gender :

Male  Female 
3. Occupation :
 4.1 Student 
4.2 Business 
4.3 Professional 
4.4 Service/Job 
4.5 Housewife 
4.6 Retired 
4. In which of the income group your yearly household
income falls?

4.1 Below 50,000 

4.2 50,000 to 5 lacks 
4.3 5 lacks to 25 lacks 
4.4 25 lacks to 50 lacks 
4.5 Above 50 lacks 

5. Which service of BSNL do you use for communication?

5.1 BSNL Landline 

5.2 BSNL Cell one 
5.3 BSNL Broadband 
5.4 BSNL 3G 
5.5 None 
6. Are you aware of facilities or various schemes of BSNL?

Yes  No 

7. Have you used or enjoy the various features of BSNL?

7.1 Yes 
7.2 No 
8. In Which BSNL service best features are provided?

8.1. BSNL Landline 

8.2. BSNL Cell one 
8.3. BSNL Broadband 
8.4. BSNL 3G 
9. Which features you prefer more for your
communication?

9.1. Voice Mail Service 

9.2. Short Message Service (SMS) 

9.3. All India Roaming 

9.4. Call Forwarding(within same Service Area) 

9.5. Call Conferencing 

 9.6. Call Waiting and Call holding facility 

9.7. Online billing 

9.8. Unified Messaging Services 

9.9. Faxes,voice mail etc on your mobile phone 

9.10. Get miscall alerts by sms 

9.11. extra schemes of prepaid 

10. Do you think BSNL has bright future in the market
competition?

10.1 Yes 
10.2 No 

11. How many percentage % you prefer BSNL services?

11.1 1% to 25% 
11.2 25% to 50% 
11.3 50% to 75% 
11.4 75% to 100% 
11. 5 100% 

12. Give one benefit & one limitation of BSNL….

12.1
 12.3
13. Are you satisfied with BSNL services?

13.1 Yes  13.2 No 

Date………………..
Signature……………..

[6] ANALYSIS
This is the analysis of customer preference towards the special
features of BSNL services and in what level customer prefers BSNL
& its services for communication. This analysis is based on
questionnaire giving above & response of the respondent.

1) Which service of BSNL do you use for communication?

BSNL Landline 
BSNL Cell one 
BSNL Broadband 
BSNL 3G 
None 
 landline
cell one
broadband
3G
none
Slice 6

2) Are you aware of facilities or various schemes of BSNL?

Yes  No 
Yes 85%
No 15%
 Yes
No
Slice 3
Slice 4

3) In Which BSNL service best features are provided?

BSNL Landline  10 %
BSNL Cell one  25%
BSNL Broadband  30%
BSNL 3G  35%
 landline
ce ll one
broadband
3G

4. Which features you prefer more for your

communication?

Voice Mail Service 

Short Message Service (SMS)  20%
All India Roaming 10%
Call Forwarding(within same Service Area) 
Call Conferencing 
Call Waiting and Call holding facility 
 Online billing  35%
Unified Messaging Services 20%
Faxes,voice mail etc on your mobile phone 
Get miscall alerts by sms 
extra schemes of prepaid 

Others features are in 15%

online billing
sms
unified
roming

[7] FINDINGS
 There is more than 90% people who are using BSNL service
for there communication.

 Out of BSNL customer there are 85% customer who are

aware of various facilities and schemes of BSNL.
  BSNL 3G has best features among all the services people
believe in most after that cell one, broadband and landline
comes respectively.

 Mostly customer give first preference to online billing

because it is time saving and after this 20% for short

message service, 20% for unified message. And others are
come in 15%.

 All the features are give best benefits and very time saving
for today world.

[8] SUGGESTION
 This study is carried out very important result for BSNL

customer.

 BSNL sales will be reach at high level as compare to there

competitor.
  BSNL should expand there customer services and provide

proper network service.

[9] CONCLUSION
In my sem - 5 in BMS. This is my good opportunity to take
specialization project on A Study on different innovative
features incorporated by BSNL & customer preference
towards them.

As per our syllabus, I have covered all the areas of

activities of marketing research & survey study. These tally
com company works very well in their way. They proved
themselves as best seller in time. This research proof BSNL
has bright future because of their advantages.

My best wishes for further growth and also wish then

go move towards progress and to reach the heights of
brightness.

According to my study of BSNL features are effectively

work in customers mind as best communication services. If
one we compare one BSNL & other competitor of market
with each other, we can say that BSNL of sells going on high.
But in future BSNL prove long lasting communication
company.