Professional Documents
Culture Documents
AMAN Project
AMAN Project
The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. The study is titled An Organizational Study and A Study on Customer Satisfaction at BSNL. This research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way. This research study is divided in two parts1. An Organizational study 2. A research study on Customer Satisfaction BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government. In todays competitive world, BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied in all aspects. This research was conducted from Jan 2010- Mar 2010. The research study starts with Data Collection i.e. Research from the first hand data sources (primary data) to study the present status of the telecom outlets. The collection of primary data through a structured questionnaire is initiated. The dissertation will be carried out in two phases. Data Collections. [From Organization] Data Analysis and Interpretation. The first phase is the data collection phase. This phase is of 4 weeks duration. The general information on the telecom outlets service providers will be collected through a survey of sample customer in the KATIHAR. The secondary data will be collected from the corporate web sites of BSNL and the various related publications.
The second phase of the research study spreads across approximately 5 to 6 weeks, which will be utilized to analyze the findings of the survey through various research methods. The outcome of the research study would provide us with an insight into the overview of overall customer satisfaction levels in BSNL. The Endeavor of the project was mainly taken over for 10 weeks, under which the areas covered start from the introduction to the suggestion and conclusion about the topic.
1. INDUSTRY PROFILE
INTRODUCTION
As BSNL, India Communications Corporation Limited) is a public sector tele communication Bharat Sanchar Nigam Limited (known company in India. 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. Within a span of five years it has become one of the largest public sector units in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest telecommunication company with 24% market share as on March 31, 2009. 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). Currently has a customer base of 73 million as of June 2008. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.
To look for details and to collect data for my project I worked in B.S.N.L Office to gather full information about the system and working of whole region and found out the facts about various processes adopted by BSNL to pay its advisors and the time period taken for this study are 2 months.
2. COMPANY PROFILE
2.1 Background & inception of the company
: :
Bharat Sanchar Nigam Ltd. Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi
Head office in Katihar : Branch offices in Katihar: Chairman & Managing Director: Status: Status:
KATIHAR KATIHAR Kuldeep Goyal Mini Ratan (a status assigned to reputed public sector ( companies in India.)
Founded:
This marks the beginning of BSNLs dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. BSNL WLL will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for Indias farmers, businesses, hospitals, government and public sector organizations
NEW TELEPHONE CONNECTION PERMANENT CONNECTION CONCESSION IN RENTALS SHIFT OF TELEPHONE TRANSFER OF TELEPHONE TELEPHONE TARIFF
BSNL MOBILE
POSTPAID PREPAID UNIFIED MESSAGING GPRS/WAP/MMS DEMOs TARIFF SMS & BULK SMS
NETWORK BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF DIAL UP INTERNET SMS& BULK SMS
BSNL BROADBAND
INTELLIGENT NETWORK
FREE PHONE SERVICE PREMIUM RATE SERVICE INDIA TELEPHONE CARD VIRTUAL PRIVATE NETWORK (VPN) VOICE VPN UNIVERSAL NUMBER UNIVERSAL PERSONAL NUMBER TELE VOTING
VIDEO CONFERENCING
AUDIO CONFERENCING
I NET
TELEX/ TELEGRAPH
CUSTOMER SERVICE
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
Data one Broadband '1600-424-1600' PSTN Call Centre '1500' (in select states) Sancharnet Help Desk '1957' Cell One 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.
Page | 11
Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. 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).
2.6 Ownership pattern : The entire share capital of the Company is held by the Govt.
of India.
Paid Up Share Capital - Rs. 5,000/- crores of Equity Shares and Rs. 7,500/- crores of Preference Share Capital.
BSNL is the only telecom service provider who provided uninterrupted service during flood in 2008
2.9
Overall management of the Company is vested with the Board of Directors of the Company. The Board of Directors is the highest decision making body within the Company. As per the provisions of the Companies Act, 1956 certain matters require the approval of the shareholders of the Company in General Meeting. The Board of Directors is accountable to the shareholders of the Company, which is the ultimate authority of a Company.
Bharat Sanchar Nigam Limited being a Public Sector Enterprise (PSE), the Board of Directors of the Company is also accountable to Government of India. The day-to-day management of the Company is entrusted with the Chairman cum Managing Director and the Functional Directors and Executives of the Company. For this purpose, the Board of Directors has delegated powers to the Chairman and Managing Director, Functional Directors, and the Executives of the Company through Delegation of Financial and Administrative Powers. The Board of Directors has also delegated few of its specific powers to a committee, known as Management Committee comprising of CMD and Functional Directors. Functional Directors and executives exercise their decision-making powers as per this delegation of powers. The Chairman cum Managing Director, Functional Directors and other Executives are accountable to Board of Directors for proper discharge of their duties & responsibilities. The powers, which are not delegated, are exercised by the Board of Directors subject to the restrictions and provisions of the Companies Act, 1956 and the Articles of Association of the Company.
2.10
Organization Chart
The global wireless industry is constantly looking to the future, working to develop the next generation of wireless technology. As developing a new radio interface can take up to ten years it is obvious that, even as 3G reaches maturity and alternative solutions such as WiMAX become more widely deployed, work is already ongoing to create the next generation. Although there is still much detailed R&D still to be carried out, the overall picture of what will come beyond 3G in the 2010/2012 timeframe is already clearly outlined. Within the next few years mobile networks will move away from having a core network accessed through a single air interface. Instead mobile networks will have multiple wireless accesses connected via a unified multimedia IP network. The access networks connected to the common core will include 3G, WLAN, WiMAX, GSM/GPRS/EDGE, as well as fixed networks such as ISDN and DSL. This flexible approach will enable operators to use combinations of different access technologies to deliver a service mix which will be unique for each customer. And all this without burdening the user with any details of the technologies involved intelligence in the network and devices will hide these complexities from the consumer. Already operators are planning to use a mix of cellular and WiMAX technologies to deliver services and this trend will accelerate as the wireless world moves towards its future /vision. 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 achievable, however due to intense competition in Indian telecom sector in recent past BSNL growth has slow down.bsnl is pioneer of rural telephony in india.bsnl has recently bagged 80% of us $ 580 million rural telephony project of government of India.
Telecom Growth
Page | 18 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
The countrys second largest telecom operator, the state-owned BSNL during March registered the highest growth in its monthly subscriber additions in the past two years. Breaking its consistently moderate growth of over 3% each month, the state-run telecom recorded a GSM subscriber growth rate of 5.67% during the month of March. In another boost to its telecom growth, BSNL also saw a growth in its wire line segment, which had been registering a decline for successive quarters. BSNLs subscriber growth had been suffering due to lack of capacity expansion, which was choking its growth figures. BSNL added 2.5 million mobile users in March to its subscriber base, taking its total subscriber base to over 46 million. Its market share too increased marginally to over 16% from the almost flat 15% that it had been recording in the past months. Graph given below indicates the exponential growth of Telecommunication infrastructure in India. As of now total telephones (Basic + Mobile) of all operators put together has crossed 15 Crores. In the month of August-2006 there was addition of 58 lakhs of new Mobile subscriber. Such is a growth of Telecommunication in India, even now surpassing to the growth in China. In such a volatile scenario, knowing about the performance of a company becomes very important. Financial performance is a bed rock for overall performance and future growth of any company. Keeping this view in mind I have tried to put some relevant facts through this article.
3. MCKINSEYS 7S FRAMEWORK
Background of the module
The 7-S Framework of McKinsey is a management model that describes 7 factors to organize a company in a holistic and effective way. Together these factors determine the way in which a corporation operates. Managers should take into account all these factors, to be sure of successful implementation of a strategy whether large or small.
Meaning of the 7 s
The 3Ss across the top of the model are described as 'Hard Ss.
Strategy: The direction and plans for the allocation of a firm scarce resource, to reach
identified goals of the company over the long term. Structure: The basic organization of the company, its departments, reporting lines, centralized, functional divisions (top-down); decentralized communication, a matrix, a network, the areas of expertise, and responsibility (and how they inter-relate). Systems: Formal and informal procedures that govern everyday activity, covering everything from management information systems, processes and routines that characterize how the work should be done: financial systems; recruiting, promotion and performance appraisal systems; information systems.
The 4Ss across the bottom of the model are less tangible, more cultural in nature, and were termed
Page | 22 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Core Competences.
Shared values: (Also called super ordinate Goals). The interconnecting center of
McKinsey's model is: Shared Values. What does the organization stands for and what it believes in. The values and central belief of the company. Ultimately they guide employees towards 'valued' behavior.
Staff: The Companys people resources and how they are developed, trained, and motivated. Style: The leadership approach of top management and the company's overall operating
approach. Cultural style of the organization and how key managers behave in achieving the organization's goals. In combination they provide another effective framework for analyzing the organization and its activities. In a marketing-led company they can be used to explore the extent to which the company is working coherently towards a distinctive and motivating place in the mind of consumer.
3.1 STRUCTURE
ORGANIZATION is a formalized intentional structure of roles or positions. The roles that are asked to fill should be intentionally designed to ensure that required activities are done and that activities fit together so that people can work smoothly, effectively, and efficiently in group. ORGANIZATION CHART is a diagrammatic representation of the frame work or the structure of an organization. It involves the identification of activities & responsibilities that the person possesses in that organization. An organization chart indicates the functions & their inter relationships with each other. Appropriate internal communication links between various activities are also identified in this chart.
ORGANIZATION CHART
3.2 STRATEGY
Page | 25 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Excellent organization knows and intimately understands their customers. They understand that customers are the final arbiters of the product and service quality. They also understand that customer loyalty retention and market share gain is maximized through clear focus on the needs and exceptions where appropriate they segment their customers to improve the effectiveness of their response. They monitor competitor activity and understand their competitive advantages. They effectively anticipate what customers future needs and expectations will be and act now in order to meet and where possible exceed them; they monitor and review the experience and perception of their customers and where things go wrong they respond quickly and effectively. They build and maintain excellent relationships with all their customers.
BSNL Brands
In year, 2008, BSNL changed the name of all its existing services to streamline its Brand portfolio
NEW NAME BSNL Landline BSNL WLL BSNL mobile Postpaid BSNL mobile Prepaid BSNL internet BSNL Broadband
GSM Postpaid Mobiles GSM Prepaid Mobiles Dial Up Internet Broadband Internet
Brand Equity
We may think what is Brand equity? In simple words it is how far people are willing to pay if we increase our prices i.e. premium for our services. We may feel happy to say there is lot of black
Page | 26 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
marketing of our SIM cards. Is it a healthy sign? We reduce prices when competitors launch new schemes. Does it imply poor brand equity? Brand Equity can be built with good equity of quality of services at the affordable price. Continuous innovation in product and delivery of services with the appropriate pricing is the key strategy for developing the trust in customer so that he keeps his loyalty with BSNL. For Ex- BSNL always introduces new scheme to retain & make new customer. During the month of January they launch Friend & Family to make more & more customer.
Brand associations
Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. For Ex - BSNL is collaborating with retail outlets, franchisor to increase their sale. Merging with NOKIA cell phone.
3.3 SYSTEM
Overall management of the Company is vested with the Board of Directors of the Company. The Board of Directors is the highest decision making body within the Company. As per the provisions of the Companies Act, 1956 certain matters require the approval of the shareholders of the Company in General Meeting. The Board of Directors is accountable to the shareholders of the Company,
Page | 27 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
which is the ultimate authority of a Company. Bharat Sanchar Nigam Limited being a Public Sector enterprise (PSE), the Board of Directors of the Company is also accountable to Government of India.
The day-to-day management of the Company is entrusted with the Chairman cum Managing Director and the Functional Directors and Executives of the Company. For this purpose, the Board of Directors has delegated powers to the Chairman and Managing Director, Functional Directors, and the Executives of the Company through Delegation of Financial and Administrative Powers.
Board of Directors has also delegated few of its specific powers to a committee, known as Management Committee comprising of CMD and Functional Directors. Functional Directors and executives exercise their decision-making powers as per this delegation of powers. The Chairman cum Managing Director, Functional Directors and other Executives are accountable to Board of Directors for proper discharge of their duties & responsibilities. The powers, which are not delegated are 16 exercised by the Board of Directors subject to the restrictions and provisions of the Companies Act, 1956 and the Articles of Association of the Company.
3.4 SKILLS
Learning is a continuous process one has to update himself in the present competitive scenario. Training is one of the methods of learning to enhance the knowledge and improve the competencies of an individual. Training refers to the acquisition of knowledge, skill and competencies.
Executive and employees are recruited on need basis. Fresh graduates for the post of engineers, accounts officer, personnel officer, will be recruited through Examination (JTO, JAO, and AO) and will be trained in Centre for Training and Development or on the job.
The important skills required are: Good technical skills to operate the machines and engineering work.
Good interpersonal skills to co-ordinate and interface with the head of the department and peers.
Excellent communication and organization skills. Good computer and writing skills when required. Ability to understand the nature of the job so that he can efficiently perform. Ability to cop up with the working environment in the organization, job and achieving the
3.5 STYLE
In this company they follow both authoritarian and participative style. If any important and strategic decisions have to be taken, authoritarian style is followed. The strategic decision involves selection of suppliers and customers, accepting the customer orders, financing etc.
Page | 29 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
If any technical decisions in the work place are to be taken then the participative style is followed, this decision involves change in production schedule, purchasing of raw material, change of tools etc.
Bottom up communication
General Manager (personnel) conducts meeting with non technical units, where in specific agenda are discussed such as matters relating to quality productivity safety work environment etc
3.6 STAFF
More than 150 staffs are working in BSNL Katihar. Some of them are-
Managing Director
Page | 30 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
The responsibility of the managing director is to Control the overall operations and results of the company. Determining the quality objectives and monitoring the same.
Directing the team and leading to achieve its objectives. Overall review of the organization of a timely basis.
select the prospective employees Control the activities of the employees Evaluate the performance of the employees and do the appraisal Plan the training and development of the employees
Finance manager
The responsibility of the finance manager is to
Maintaining the accounts of the organization. Budgeting and maintaining the costs. Maintaining the treasury bills and operations. Auditing the accounts periodically. Have internal control over the accounts.
Chairman
Kuldeep Goyal
General manager
Dasarath Pandit
Kamleshwar Prasad
Divisional Engineer
Raman Singh
OCB
Praveen Jaiswal
automated machines and the most important one that is to be achieved is total quality management. And the other important thing would be the social responsibility of the organization. With regard to the above said shared values the company is functioning in all the areas which are explained as follows: Customer satisfaction: Customer satisfaction is the main objective of the company and this
is achieved by the company by maintaining the quality and the standard of the products produced according to the need of the customer.
Quality management: The Company is providing the better quality products and
educational institutions hospitals, school for the mentally challenged and rehabilitation centers for the underprivileged. BSNL believes that compassion empathy and service orientation are essential for overall excellence. BSNL follows clean & green policy as a concern for environment through profuse greenery in all the units. A forestation, effluent treatment, used water recycling, generation and use of biogas and rain water harvesting.
4. SWOT ANALYSIS
SWOT Analysis of BSNL Strength : It has a competitive pricing policy. BSNL provides continuous training, career advancement opportunities and a self motivated work environment to its employees. BSNL has a corporate culture of mutual respect and is an excellent service provider. BSNL maintains solid partnerships with its customers.
Weaknesses : Although it is investing too much in R&D but its marketing skills are below average. Although it is growing very fast but at the same time it is losing its customers as well because the competitors are chasing close behind.
Opportunities : BSNL can retain its customers by improving its marketing skills. It can establish a world-wide knowledge-broadcast system via the internet. The group can strengthen and expedite research & development in order to deliver products of top international standards.
Threats : External factors like political instability and economic instability which are affecting the business environment. The other threats can be the market saturation in term of business opportunities available in the conventional telecom business.
5. COMPANY REPORT
BSNL ended the financial year 2008-09 with a revenue of Rs 333.59 billion, down around 12% from the previous years Rs 380.53 billion, according to a report in Mint. The government-run telecom service provider earned a net profit of Rs 49 billion in fiscal 2009, up 38.58% from the previous years Rs 30.09 billion. The paper did not provide any breakup of the revenue but quoted an unnamed BSNL official saying that the revenues in the fiscal year gone by includes 12% of financial income. On October 1st, 2000, BSNL was formed by converting service providing functions of erstwhile DOT to provide level playing field to private Telecom. Since then BSNL has emerged as the 7th largest Telecom Operating Company in the World. BSNL has played major role in spreading telephones to rural areas of the country at affordable rates. As per TRAI report 5.3 lakhs villages have been provided access to telecom network through VPTs covering 87% of the villages. Most of the VPTs have been provided by BSNL. BSNL has provided 13.59 million (July 2005) rural DELs in the country. By this statement we can judge the important role played by BSNL right from its inception.
Income, Expenditure and Profit:Following Table shows Income, Expenditure and Profit figures of BSNL for the 5 year period since its inception.
S. No.
YEAR
1.10.2000 to 31.3.2001
11699
10669
1030
2 3 4 5
Government has set ambitious targets for Telecom PSUs (MTNL and BSNL) for providing a total of 12.50 Crores telephones by December 2007 with a targeted market share of 50%.However overall market share of both PSUs, which, was more than 85 % at the time of BSNL formation, has declined to less than 37% as on date. In the financial year 2004-05, the revenue from 9,447,357 cellular subscribers (as on March 31, 2005) stands at 10.5% of the total revenue. Less than 1% revenue came from WLL services. We got 44.68 % income from Basic Telephone services while PCO business gave another 17.34 % of the income. Revenue from basic services during 2001-05 was Rs 23,080 Crores, Rs 21,545 Crores, Rs 23,954 Crores, and Rs 22,385 Crore. In the financial year 2004-05, the revenue from 35,859,482 basic subscribers (as on March 31, 2005) is 62% of the total revenue. In the last 4 yrs, BSNL has received Rs 15,701 Crore as compensation for maintenance of VPT, ADC, and IUC, which is 85% of BSNLs cumulative Profit before Tax of Rs 18,477 Crore during the same period. BSNL has received 100% reimbursement of license fee from 2001-02 to 2003-04. For 2004-05, the reimbursement of license fee is restricted to 2/3rd of license fee paid which will be further restricted to 1/3rd in 2005-06.
Page | 38 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Thereafter, reimbursement will be nil. In the last 4 yrs BSNL has received total license fee refund of Rs 8,665 Crore (BSNL paid Rs 15,498 Crore as license fees) as a compensation for providing telecom services in rural areas. The total income of BSNL for the financial year 2004-05 is Rs 36,090 Crore and Profit before Tax (PBT) is Rs 6,688 Crore which is almost equal to its IUC of Rs 6,035 Crore. BSNL will have to pay income tax on 70% of its profits and only 30% would be exempted. In the absence of such exemption from this year, BSNL will have to resort to borrowing resulting in substantial interest burden. BSNLs expenses on staff have shot-up by 218.75% in the last four years from Rs 3,848 Crore in 2001-02 to Rs 8,418 Crore in 2004-05. For the financial year 2004-05, expenses on staff are 28.63% of the total expenses. Similarly, the Administration and Operational costs have also increased by 199% from Rs 3,995 Crore in 2001-02 to Rs 7,951 Crore in 2004-05. For the financial year 2004-05, expenses on Administration and Operation are 27.05% of the total expenses. Together these two expenses are 55.68% of the total expenses in 2004-05
The BSNL is making substancial investment year to year for its network expansion and modernization. During the current financial year BSNL has made the gross investment of Rs 7180 crores ($ 1.79 billion) in fixed assets. These investments have been financed by the internal accruals.
6. LEARNING EXPERIENCE
Learning is a continuous process by which we acquire the knowledge that we apply to our future endeavor. The university has given me an opportunity to learn many aspects pertaining to the working of the organization. The objective of the project is to study the structure, style, system, skills, strategy, staff, shared values and functioning of various departments. A theoretical study of the management practices will not offer a useful insight if not supplemented by a practical exposure. The Project work at BSNL exposed me to the management practices. The strategies studied in theory in a controlled environment will fail to deliver in the actual business scenario. Hence this study taught me that firms have to thrive in harsh market realities and even the best of the strategies may be ineffective. It was an enriching experience to work in Bharat Sanchar Nagam Limited. It gave me a good exposure where I acquired the practical knowledge about the overall functioning of the organization. The project work has given me an opportunity to study the marketing strategy and also make a me ready to face different situations which an individual would normally come across during the work life. The project provided an opportunity to relate theoretical aspects in working environment concepts such as delegation of authority, reporting, services etc. Constant innovation in service development and superior customer service has made BSNL what it is today. It helped me realize that any organization cannot be complacent with its current position. It has to continuously innovate and come out with new ideas.
The interaction with the employees and customers gave me an insight and a first hand experience of the organizational scenario and has indeed widened my horizon of knowledge. The disciplined friendly and supportive working environment leads to higher productivity, all the staff works in a highly disciplined atmosphere. To conclude, this study gave me practical insights to the working of an undertaking and supplementing my theoretical learning. I am in a better position to understand, comprehend the problems faced by organization and to work under competitive environment. The project has helped me to acquire skills required to be competitive in near future.
1. INTRODUCTION
Statement of the Problem:
In todays competitive global world there is huge scope for cellular service providers. People are becoming technically competitive and splashing towards cellular services. For BSNL, there are Aircel and Airtel are the competitive service providers existing in the Katihar. The focus has to be given to check the awareness level of BSNL products among outlets and also to study the awareness about satisfaction of outlets with major business in this town. The study has to be focused on identifying the opportunities, prospective business where we can go for satisfaction of outlets in Katihar giving special reference to both prepaid services postpaid services Statement of the problem is Study on satisfaction of Telecom Outlets in KATIHAR.
services. To analyze the customer opinion and satisfaction with specific reference to BSNL. To suggest some guidelines to BSNL in order to provide better focused service. To determine the status of brand awareness & brand loyalty in order to conclude about brand equity. .
Methodology
This chapter will cover the methods we have used in this project. We will describe chosen methods, how the work has been carried out to answer our purpose, data collection methods. Additionally, methodology problems that have come up during the process will be presented. Motivations and justifications for all adopted methods will also be given.
Primary Data
In anybusiness unit recruiting ability Once industry, thethrough to to The system enables managers Enabling approval the understand yourtheir specific The new system organization's would allow Collect information through the person of KATIHAR. leadsat the their own needs, the look explained managers BlackBerry gives needs from a workforce and sense managers to the requisitions, It's not of requirements, they gained Key Factorsaboutentertools and awithout freedom to work remotely, business perspectivesolution, and view into theirin aboutpipelines,be look their candidate and then technology, it's the continuous of ownership own pipeline, and Talent Acquisition tofor computer access having to wait focus agileaction withoutthey need and get the reports requiring take enough improvement. Secondary data they sawthe recruitingyour to move process recruiting strategy to meet those instantly. Secondary data has been collected through mainly internet, governments reports and along. is essential administrative light. it in a needs differentinvolvement. literature on the subject, articles in newspaper etc.
Page | 44 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Convenience Sampling This type of sampling is chosen purely on the basis of convenience of the interviewer.
Sampling
Sample units
Sample size
Method
The survey covers only in Katihar. Time constraint this study to a sample of 100 respondents. Study could not cover all potential buyer and customer. The respondents in in-depth interviews may have given biased answers. Respondents were hesitant to part with the information.
Page | 46
2. 3. 4. 5.
6.
market.
TABLE 1 : Age of the Customers Frequency Valid bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50 Total 20 40 18 14 8 100
40 Frequency 30 20 10 0
AGE bet 20-30 20 bet 31-35 40 bet 36-40 18 bet 41-50 14 above 50 8
Source: Primary source INFERENCE: As the Table depicts, a good majority of the respondent (40.0%) were in the age group of (Between 31-35) while the age group of (Above 50) is the least (8.0%).
TABLE 2: Occupation of the Customers. Frequency Valid Govt. Employees Business Professional Total 48 37 15 100
50 40
Frequency
30 20 10 0
Govt.employee 48 Business 37 Professional 15
Occcupation
Source: Primary source INFERENCE: As the Table depicts, a good majority of the respondent (48%) of consumers were Govt.Employee while Professional were the least (15%).
Frequency Valid below 5000 bet 5000-10000 bet 10000-15000 bet 15000-25000 above 25000 Total 11 54 25 6 4 100
Page | 49 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
60
Frequency
40 20 0
below 5000
bet 500010000 54
bet 1000015000 25
bet 1500025000 6
above 25000 4
Monthly income
11
Source: Primary source INFERENCE: As the Table depicts, a good majority of the respondent (54%) consumers monthly income is between (5000-10000), while monthly income between (above 25000) is least (4%).
NO, 4
YES, 96
Source: Primary source INFERENCE: From the above Table, it is inferred that majority of the respondents (96%) were using Mobile phones while (4%) were not using Mobile phones.
TABLE 5: Customers using Landline Services or not. Frequency Valid YES NO Total 87 13 100
CHART 5:
NO, 13
YES, 87
Source: Primary source INFERENCE: From the above Table, it is inferred that majority of the respondents (87%) were using Landline telephone while (13%) were not using Landline telephone.
6. And which of the following mobile services you are using currently?
TABLE 6:
12 15 100
80
Frequency
60 40 20 0
BSNL Vodafone 3 Tata indicom 1
Reliance 8
Airtel 12
Aircel 15
Mobile Service
61
Source: Primary source INFERENCE: As the Table depicts, a good majority of people (61%) are using BSNL, while Tata indicom are the least (1%) by considering 100 samples.
TABLE 7:
Landline Service used by the Customers. Frequency Valid No Landline BSNL Tata indicom Airtel 5 84 3 3
Page | 53
Total
100
100 80
Frequency
Landline service
Source: Primary source INFERENCE:
As the Table depicts, a good majority of people (84%) are using BSNL, while Tata indicom and Airtel are the least (3%) each.
Frequency Valid Very familiar Some what familiar Familiar but never used it Total 51 48 1 100
Page | 54 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
60 50
Frequency
40 30 20 10 0
very familiar Some what familiar 49 Familiar but never used 1
Familiar
51
Source: Primary source INFERENCE: As the Table depicts, a good majority of people (51%) are familiar with BSNL, while (1%) of people are familiar but never used.
TABLE 9: Comparing BSNL with other services. Frequency Valid Much better Somewhat better About the same Somewhat worse Dont know/Never used 23 40 26 10 1
Page | 55 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Total
100
40
Frequency
30 20 10 0
Much better some what better 40 About the same 26 Some what worse 10 Dont know/never 1
23
Source: Primary source INFERENCE: As the Table depicts, majority of respondents (40%) opted BSNL is Some What Better when compared to other services, while the least number of respondents (1%) opted Dont know/Never used.
10. How satisfied are you with the Tariff plans of BSNL?
TABLE 10: Satisfaction level on Tariff Plan of BSNL. Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 38 33 19 6 4
Page | 56 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Total
100
40
Frequency
30 20 10 0
very satisfied Tariff 38 Quite satisfied 33 Neutral 19 Quite dissatisfied 6 Very dissatisfied 4
Source: Primary source INFERENCE: From the above Table, it was inferred that majority of the respondents (38%) were Quite Satisfied with a special regards to the BSNL Tariff Plan, while the least (4%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan.
TABLE 11: Satisfaction level of network coverage of BSNL. Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total
DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE. Page | 57
43 29 17 6 5 100
50 40
Frequency
30 20 10 0
Very 43 Quite 29 Neutral 17 Quite 6 very 5
Network
Source: Primary source INFERENCE: As the Table depicts, a good majority of respondents (43%) were Very Satisfied with the Network of BSNL, while the least (5%) were Very Dissatisfied with the Network of BSNL.
12. How satisfied are you with the Sim cost of BSNL?
TABLE 12: Satisfaction level of Sim cost of BSNL. Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 28 37 16 14 5 100.0
Page | 58 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
40
Frequency
30 20 10 0
Very satisfied 28 Quite satisfied 37 Neutral 16 Quite very dissatisfie dissatisfie 14 5
Sim cost
Source: Primary source INFERENCE: As the Table depicts, majority of respondents (37%) were Quite Satisfied with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (45%) were Very Dissatisfied with the Sim cost of BSNL
13. How satisfied are you with the customer care of BSNL?
TABLE 13: Satisfaction level of customer care of BSNL. Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 28 30 17 11 14 100
30
Frequency
20 10 0
Very 28
Quite 30
Neutral 17
Quite 11
Very 14
Customer Care
Source: Primary source INFERENCE: From the above Table, it was inferred that majority of respondents (30%) were Quite Satisfied with the Customer care of BSNL, while the least number of respondents (11%) were Quite Dissatisfied with BSNL Customer care.
14. How satisfied are you with the additional packages of BSNL?
TABLE 14: Satisfaction level of additional packages of BSNL. Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 17 26 38 14 5 100
40
Frequency
Aditional Package
Source: Primary source INFERENCE: From the above Table, it was inferred that majority of respondents (38%) opted Neutral with the BSNLs Additional Packages, while the least number of respondents (5%) opted Very Dissatisfied with the Additional Packages of BSNL.
TABLE 15: Recommending BSNL to others. Frequency Valid YES NO Total 67 33 100
NO, 33
YES, 67
Source: Primary source INFERENCE: From the above Table, it was inferred that majority of the respondents (67%) were recommend BSNL to others while (33%) were not recommend BSNL to others.
Statement of hypothesis
Chi Square Test for Goodness of Fit The chi-square test allows us to test for significance in the analysis of frequency distributions. It is used for dichotomous answers. Calculation of the chi- Square statistic allows to determine the difference between the observed frequency distribution and the expected frequency distribution can be attributed to sampling variation. The steps in this process are as follows: Formulate the null hypothesis and determine the expected frequency of each answer. Determine the appropriate significance level
Calculate the X2 value, using the observed frequencies from the sample and the expected frequencies. Make the statistical decision by comparing the calculate X2 value with the critical x2 value To calculate the chi- square Statistic X2 = (0i-Ei)2/Ei Where, X 2= Chi- Square Statistic Oi= Observed Frequency in the ith cell Ei = Expected Frequency in the ith cell
We sum the squared differences: X2 = 0i-Ei/Ei + 0i-Ei/Ei We calculate the degree of freedom as follows: D.f = k-1 Where K= the number of cells associated with column or row data
CHI-SQUARE TEST Aim: This test aims is to find out whether customer recommends BSNL to others. Sample: Sample size = 100
Hypothesis: Null Hypothesis {H0}: Customer does not recommend BSNL to others. Alternative Hypothesis {H1}: Customer recommends BSNL to others
TABLE
O 17 - 17 0
Degree of freedom = k 1 = 2 1= 1
Page | 64 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
INFERENCE: The calculated value is higher than the table value. Hence H0 is rejected. So more than 50% customers recommend BSNL to others.
3. FINDINGS
A good majority of the respondents (96%) were using Mobile phones while (4%) were not using Mobile phones. A good majority of the respondents (87%) were using Landline telephone while (13%) were not using Landline telephone. A good majority of people (61%) are using BSNL, while Tata indicom are the least (1%) by considering 100 samples, with respect to Mobile.
A good majority of people (84%) are using BSNL, while Tata indicom and Airtel are
the least (3%) each, with respect to Landline. A good majority of people (51%) are familiar with BSNL, while (1%) of people are familiar but have never used.
A good majority of respondents (40%) opted that BSNL is Some What Better when
compared to other services, while the least number of respondents (1%) opted Dont know/Never used.
A good majority of the respondents (38%) were Quite Satisfied with special regards
to the BSNL Tariff Plan, while the least (4%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan.
A good majority of respondents (43%) were Very Satisfied with the Network of
BSNL, while the least (5%) were Very Dissatisfied with the Network of BSNL.
Packages, while the least number of respondents (5%) opted Very Dissatisfied with the Additional Packages of BSNL.
A majority of the respondents (67%) were recommending BSNL to others while
corrected for even 1month, hence they apply for disconnect the services and causes heavy business loss. In the evening, lines are not getting connected since network problem was too high. When phone went out of order, the respondents were still charged for calls.
Page | 66 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Regarding Cell one respondents complained, Network is always busy with other mobile services.
During the rainy season noise in the instrument is a problem in landline services.
Customers are expecting more number of free calls. Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline.
4. CONCLUSION
The study says that most of the customers are satisfied by the service provided by the BSNL. The dissatisfaction is mainly due to delay in the signals. If there are steps taken to resolve the problem the retention of customer will be more and this will satisfy most of the customers increasing value of the service. They also have to understand about their competitors and their strategy in understanding Customers. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. So that people can recommend BSNL to others.
5. RECOMMENDATION
From the research study, it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want BSNL to increase the Quality of BSNL services by providing the Customers an attractive instrument with new wiring connections.
BSNL may also introduce some sales promotion such as cash discounts; Quality
discounts hence the promotional activities would further strengthen the market share of the Company. BSNL may reduce the monthly rentals and also the service tax.
Page | 68 DEPARTMENT OF MANAGEMENT STUDIES, NHCE, BANGALORE.
Caller Ids should be provided immediately after the Customers requisition. Customer care of BSNL needs improvement.
6. BIBILIOGRAPHY
Books
1-
Websites
1234-
www.bsnl.co.in www.wikipedia.com (searching for information about Telecom sector &BSNL) www.scribd.com www.trai.com