In partial fulfillment of BBA Fifth Semester Project

External Guidance by: Mr S !erma "i#isional En$ineer %I&"' Mr S (ripathi S"E %)omputer * "irectory' Internal Guidance by: Prof "r " + ,a--ar %"I.E)(/. SAMA "EG.EE )/00EGE' Prof "r ! + Sin$h %1 / " ' A , Sin$h%Faculty'

Submitted by:

Harsh Vardhan Dwivedi BBA V SEM, Sahara Arts and Mana$ement Academy

Declaration

I hereby certify that the 2or- 2hich is bein$ presented in the project entitled3 41uman .esource Policies A+" .ecruitment Process in partial Fulfillment of the re5uirements for the a2ard de$ree of Bachelor of Business Administration SA1A.A A.(S and MA+AGEME+( %Affiliated to 6+I!E.SI(7 /F 06),+/8' 06),+/83 is an authentic record of my o2n 2or(he matter presented in this Project .eport has not been submitted by me for the a2ard of any other de$ree of this or any other 6ni#ersity

1A.S1 !A."1A+ "8I!E"I BBA V SEM

Acknowledgement
Success of e#ery project depends lar$ely on the SE0F * encoura$ement and $uidance of many others I ta-e this opportunity to express my $ratitude to the people 2ho ha#e been instrumental in the successful completion of this study project

First of fall I 2ould li-e to than- the Mana$ement at BS+0for $i#in$ me the opportunity to do my t2o9month project trainin$ in their esteemed or$ani:ation Internal Guide' for pro#idin$ me 2ith #aluable ad#ice and endless supply of ne2 ideas and support for this project

I 2ould li-e to than- Mr S !erma and Mr S (ripathi for pro#idin$ practical exposure for the project and his #aluable $uidance durin$ the project 2or-

Harsh Vardhan Dwivedi BBA V Sem

TABLE OF CONTENTS

PREFACE INTROD CTION CO!PAN" PROFI#E INTRESTIN$ FACTS BSN# SERVICE OR$ANISATIONA# CHART !AR%ETIN$ STRATER$" CONS !ER SERVICE VI$I#ANCE CE## P B#IC S RVE" REPORTS CONC# SION BIB#IO$RAPH"

PREFACE
BBA program is one of the most reputed professional courses in the field of Management. There is a study project as an integral part of BBA in the Fifth Semester. As a complementary to that every one has to submit a report on the work conducted in the industry. This report is thus prepared for the study project done at Bharat Sanchar igam !imited "B.S. .!#. The topic of the project is$ HUMAN RESOURCE DEVELOPMENT, CUSTOMER SERVICE AND MARKETING. The organi%ation shall make all possible efforts to have a secure and safe domain. The data&information is very important and most critical to the business re'uirements( therefore proper measures should be adopted so that the information is well secured and protected.

)arsh *ardhan +wivedi

BBA * Sem

I+(./"6)(I/+
Bharat Sanchar +i$am 0imited (known as BS+0, India Communications Corporation Limited) is a public sector telecommunication company in India. Bharat Sanchar
+i$am 0td formed in /ctober3 ;<<<3 is 8orld=s >th lar$est (elecommunications )ompany pro#idin$ comprehensi#e ran$e of telecom ser#ices in India: 8ireline3 )"MA mobile3 GSM Mobile3 Internet3 Broadband3 )arrier ser#ice3 MP0S9 !P+3 !SA(3 !oIP ser#ices3 I+ Ser#ices etc 8ithin a span of fi#e years it has become one of the lar$est public sector unit in India BS+0 has installed ?uality (elecom +et2or- in the country and no2 focusin$ on impro#in$ it3 expandin$ the net2or-3 introducin$ ne2 telecom ser#ices 2ith I)( applications in #illa$es and 2inin$ customer=s confidence (oday3 it has about @> A million line basic telephone capacity3 @ million 800 capacity3 ;< B Million GSM )apacity3 more than A>AC; fixed exchan$es3 BC<<< B(S3 ;C> Satellite Stations3 @C<BDE .-m of /F) )able3 EA>A< .-m of Micro2a#e +et2or- connectin$ E<; "istricts3 >AA< cities&to2ns and F F 0a-hs #illa$es. It is

India's lar est telecommunication company wit! "#$ market s!are as on Marc! %&, "''(. Its !ead)uarters are at B!arat Sanc!ar B!awan, *aris! +!andra Mat!ur ,ane, -anpat!, .ew /el!i. It !as t!e status o0 Mini Ratna, a status assi ned to reputed public sector companies in India. BS., is India's oldest and lar est +ommunication Ser1ice

2ro1ider (+S2). +urrently !as a customer base o0 3% million as o0 -une "''(. It !as 0ootprints t!rou !out India e4cept 0or t!e metropolitan cities o0 Mumbai and .ew /el!i w!ic! are mana ed by M5.,. 5o look 0or details and to collect data 0or my pro6ect I worked in B.S..., 700ice to at!er 0ull in0ormation about t!e system and workin o0 w!ole re ion and 0ound out t!e 0acts about 1arious processes adopted by reliance to pay its ad1isors and t!e time period taken 0or t!is study are " mont!s

P./FI0E
COMPANY NAME: Headquarters : Bharat Sanchar Nigam Ltd.

Bharat San&har Bhawan' Harish Chandra !athur #ane' (an)ath' New De*hi
Ha"ratgan# Sa*ru marg+

Head Office in Luckn !:

B$ANCH O%%&CES &N L'C(NO): Ha"ratgan#+A,am-agh+Mahanagar+(aiser-agh Chairman . Managing /irect r : (u,dee* 0 1a, Status:

Mini .atan %a status assi+ned t, re)uted )ub*i&

se&t,r &,m)anies in India-. F,unded/ 01th &entury'in&,r),rated 2333 Owner / $,vernment ,4 India

Intrestin$ Facts:
(here are ; million BS+0 mobile connections in rural India%a record3 no other connection is as famous as bsnl in rural areas' BS+0 supplies phone lines to all other net2or- such as Airtel3!odafone etc BS+0 is the only net2or- 2hich offers broadband connections More than F<G of the international calls comin$ to India3 use .eliance net2or 0ar$est pan India co#era$e9o#er BB<<< to2ns * A la-h #illa$es IndiaHs +o B 2ireless ser#ice pro#ider 2ith more than F< million customers An incredible speed of ;mbps is only offered by BS+0 (he only Mobile ser#ice a#ailable throu$h out the country includin$ Iammu and ,ashmir and +orth Eastern states li-e Arunachal Pradesh3 +a$aland3 Mi:oram etc

(1E BS+0 SE.!I)ES

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ORGANISATIONA L CHART

Marketing strategies of BSNL

O r visions !egin with o r desires" # A dre Lorde $e a%% have so&e visions of o rse%ves and o r f t re' and that vision (reates (onse) en(es" More than an* other fa(tor' vision affe(ts the (hoi(es we &ake and the wa* we s+end o r ti&e"

Visions drive (onse) en(es" ,rin(i+%es drive res %ts" -e* is to !ase vision on +rin(i+%es"

Ste+hen . Cove*"

/t is tr e for individ a%s as we%% as organi0ations" The strongest for& of vision 1 &otivation is to !ase vision on 2$hat Lega(* we want to %eave"3 And to a(hieve it we & st take a +rin(i+%ed (entered +ath" Histor* is f %% of e4a&+%es that &an* organi0ations have vanished grown and vanished overnight as their +ath to a(hieve vision was not !ased on +rin(i+%ed wa*"

Vision of the organi0ation (an on%* !e trans%ated into rea%it*' if it is shared !* one and a%%" The !est wa* to i&+%e&ent is to invo%ve the& in for& %ation" B t even if it is (on(eived !* higher &anage&ent then it has to !e e4+%ained to ea(h and ever* individ a% of the organi0ation' otherwise it &a* re&ain as a show+ie(e"

Marketing vision of the BSNL has to !e !ased on overa%% &ission and vision of the organi0ation" The &ission of BSNL is i. ii. 5o pro1ide world class StateAo0Aart tec!nolo y telecom ser1ices on demand at a00ordable price. 5o pro1ide world class telecom in0rastructure to de1elop country's economy.

And the vision of BSNL is

i" Asia"

To !e(o&e the %argest te%e(o& Servi(e ,rovider in So theast

/n d*na&i( environ&ent an*thing +er&anent is 2CHAN5E3" So we & st revise and review so that fo( s is never %ost"

Strong %ives are &otivated !* d*na&i( + r+oses" # Hi%de!rand"

-enneth

!ar5etin+ Ob6e&tive-

The %ti&ate o!6e(tive of an* &arketing a(tivit* is to satisf* the ( sto&ers and toda* even a ste+ ahead i"e" 7de%ighting8 the ( sto&ers' for whi(h ( sto&ers are offered so&ething !e*ond their e4+e(tations fro& the servi(e or the +rod (t" The o!6e(tive !eing to a() ire and retain the ( sto&ers' who sho %d (ontin a%%* fee% that the* are getting &ore va% e of the &one*' the* are de+arting with"

Marketing is the esta!%ish&ent' deve%o+&ent' &aintenan(e and o+ti&i0ation of %ong#ter& & t a%%* va% a!%e re%ationshi+s !etween (ons &ers and organisation" S ((essf % Marketing fo( ses on nderstanding the needs and desires of the ( sto&ers and is a(hieved !* +%a(ing these needs at the heart of ! siness !* integrating the& with the organisation strateg*' +eo+%e' te(hno%og* and ! siness +ro(esses" At its &ost !asi(' Marketing invo%ves ( sto&ers' organisations and re%ationshi+s and the (o&!ination (reates the need for the &anage&ent"

Marketing is a!o t (reating a (o&+etitive advantage !* !eing the !est at nderstanding' (o&& ni(ating' and de%ivering and deve%o+ing e4isting ( sto&er re%ationshi+s in addition to (reating and kee+ing new ( sto&ers" The (on(e+t of the +rod (t %ife (*(%e is giving wa* to ( sto&er %ife (*(%e' fo( sing on deve%o+ing +rod (ts that anti(i+ate the f t re needs of e4isting ( sto&ers and (reating servi(es that e4tend the e4isting ( sto&er re%ationshi+ !e*ond the &ere transa(tion" The ( sto&er %ife (*(%e wi%% fo( s on %engthening the %ife s+an of the ( sto&er with the organisation rather than the end ran(e of a +arti( %ar +rod (t" C sto&ers have (hanging needs as their %ife st*%es a%ter# the deve%o+&ent and +rovision of +rod (ts and1or servi(es that (ontin o s%* seek to satisf* those needs is good Marketing" The Marketing wi%% fo( s greater attention on how to de%iver ( sto&er satisfa(tion and organisation wi%% !egin to str (t re itse%f aro nd ( sto&er seg&ents and not +rod (t %ines" A good

Marketing Strateg* wi%% take the ! siness vision and a++%* it to the ( sto&er !ase"

A((ording to the Dictionary of Marketing Terms' 9nd edition' + !%ished !* the A&eri(an Marketing Asso(iation' (:;;<'

2Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives.

On(e &arketing is nderstood' we (an define marketing management process as ana%*0ing &arketing o++ort nities' resear(hing and se%e(ting target &arkets' designing &arketing strategies' +%anning &arketing +rogra&s' and organi0ing' i&+%e&enting' and (ontro%%ing the &arketing efforts"

/n si&+%e words it i&+%ies a ! *er' a se%%er' !onded !* the & t a% need' satisf*ing offer and a &edi &1+ro(ess to e4(hange the offer"

!ar5etin+ Pr,&ess-

$e often ta%k of &arketing = Sa%es and often se it inter(hangea!%* witho t nderstanding the differen(e in it" Marketing is ever*thing we do to get and %everage a (%ient re%ationshi+" !ar5etin+ )r,&ess is br,ad and in&*udes a** ,4 the 4,**,win+/ 7

Dis&,verin+ what )r,du&t' servi&e ,r idea &ust,mers wantPr,du&in+ a )r,du&t with the a))r,)riate 4eatures and 8ua*ityPri&in+ the )r,du&t &,rre&t*yPr,m,tin+ the )r,du&t9 s)readin+ the w,rd ab,ut why &ust,mers sh,u*d buy itSe**in+ and de*iverin+ the )r,du&t int, the hands ,4 the &ust,mer-

Se**in+ is ,ne a&tivity ,4 the entire mar5etin+ )r,&ess- Se**in+ is the a&t ,4 )ersuadin+ ,r in4*uen&in+ a &ust,mer t, buy :a&tua**y e;&han+e s,methin+ ,4 va*ue 4,r. a )r,du&t ,r servi&e-

Marketing a(tivities s ++ort sa%es efforts"

Contrasting the Sales Concept with the Marketing Concept:We Sell Confidence"

The (on(e+ts s rro nding !oth se%%ing and &arketing a%so differ" There is a need for !oth se%%ing and &arketing a++roa(hes in different sit ations" One a++roa(h is not a%wa*s right and the other a%wa*s wrong # it de+ends +on the +arti( %ar sit ation"

/n a &arketing a++roa(h' &ore %istening to and event a% a((o&&odation of the target &arket o(( rs" Two#wa* (o&& ni(ation >so&eti&es !etween a sa%es+erson and a ( sto&er? is e&+hasi0ed in &arketing so %earning (an take +%a(e and +rod (t offerings (an !e i&+roved"

A sa%es+erson sing the sa%es (on(e+t' on the other hand' so&eti&es has the a!i%it* to individ a%i0e (o&+onents of a sa%e' ! t the e&+hasis is ordinari%* +on he%+ing the ( sto&er deter&ine if the* want the +rod (t' or a variation on it' that is a%read* !eing offered !* the (o&+an*" /n the sa%es a++roa(h' not & (h ti&e is s+ent %earning what the ( sto&er@s idea% +rod (t wo %d !e !e(a se the sa%es+erson has %itt%e sa* in seeing that their (o&+an*@s +rod (t is &odified" F rther&ore' the* aren@t rewarded for s+ending ti&e %istening to the ( sto&er@s desires n%ess the* have a +rod (t to &at(h their desires that wi%% res %t in a sa%e"

5!e 32s 0or ser1ice marketin (2roduct, price, place, promotion, p!ysical e1idence, people > process) are t!e means to attain, nurture, > retain t!e customers and not t!e end.

!issi,n < Visi,n-

*o r &ission on earth is finished:

Most of the !ig (o&+anies have a Vision = Mission state&ent so as to g ide their a%% energ*' efforts to rea%i0e it" BSN# a*s, has a visi,n =T, be&,me the *ar+est Te*e&,m Servi&e )r,vider in S,uth East Asia>" First*y we need t, understand the )arameter 4,r bein+

the *ar+est- Is it revenue' ARP ' )r,4it' subs&ribers' Netw,r5 :n, ,4 e;&han+es' BTS et&.? Fr,m m,n,),*y t, mu*ti ,)erat,r s&enari,' BSN#>s mar5et share is b,und t, redu&e- But h,w mu&h d,wn we wi** *et it? There are %ot of si&i%arities !etween British Te%e(o& = s" One & st kee+ wat(h on &arket share in &onth%* growth and take ti&e%* a(tion" To i&+rove o r share' we need to a() ire &ore than <AB of new a() isitions whi%e &aintaining ear%ier" This is ) ite (ha%%enging in this d*na&i( environ&ent" Toda* %and%ine !ase is red (ing a(ross g%o!e' ! t wh*C Eur,)e de4ines an ,)erat,r with 2@A ,r m,re mar5et share as Si+ni4i&ant mar5et P,wer :S!P.' whi*e they intend t, in&rease it t, B3A- BSNL has !een the %argest o+erator and we & st strive not on%* to &aintain ! t enhan(e it" $e need to a(t fast" Ti&e%* a(tion is an essen(e"

$hat sho %d !e o r mar5etin+ Visi,n' wi%% it he%+ s in ins+iring to a(hieve higher" Can it !e so&ething s (h as 2 T, retain the hi+hest mar5et share' bui*d hi+hest brand e8uity and ma;imiCin+ the )r,4its?D

Brand E8uity-

$e &a* think what is Brand e8uityC /n si&+%e words it is how far +eo+%e are wi%%ing to +a* if we in(rease o r +ri(es i"e" +re&i & for o r servi(es" $e &a* fee% ha++* to sa* there is %ot of b*a&5 mar5etin+ ,4 ,ur SI! &ards" /s it a hea%th* signC $e redu&e )ri&es when (o&+etitors %a n(h new s(he&es" Does it im)*y ),,r brand e8uityC Brand E) it* (an !e ! i%t with good e) it* of ) a%it* of servi(es at the afforda!%e +ri(e" C,ntinu,us inn,vati,n in )r,du&t and de*ivery ,4 servi&es with the a))r,)riate )ri&in+ is the 5ey strate+y 4,r deve*,)in+ the trust in &ust,mer s, that he 5ee)s

his *,ya*ty with BSN#" $e have to !e first &over in o r efforts for +rod (t and +ri(e differentiation" ,resent%* the &arket is in growth +hase and +ri(e (o %d !e a differentiating fa(tor' ! t how %ongC /s an* s(o+e %eft for f rther ( tsC *timate*y it is the 8ua*ity' &ust,mer &are' and time*y avai*abi*ity a)art 4r,m )ri&e' whi&h wi** matter" D a%it* de+ends on &an* +ara&eters s (h as tangi!%es >%ike +h*si(a% fa(i%ities' A++earan(e of +ersonne%' Too%s or e) i+&ent sed to +rovide servi(e' ,h*si(a% a++earan(e of servi(e' Other ( sto&ers in the servi(e fa(i%it*?' .e%ia!i%it*' .es+onsiveness' Co&+eten(e' Co rtes*' Credi!i%it*' Se( rit*' A((ess' and Co&& ni(ations with ( sto&er' Enderstanding et(" Eua*ity de4inite*y &,mmands )remium" $h* are +eo+%e wi%%ing to +a* &ore for .a*&onds or Adidas or Son* when (o&+ara!%e offers e4ist in &arketC One &a* sa* that ( sto&er +er(e+tion of ) a%it* is not ! i%t overnightF it &a* re) ire a !rand and !rand ! i%ding invest&ents a+art fro& a ) a%it* +rod (t" H,w many brands d, we haveC O r invest&ents get di% ted with &ore n &!er of !rands" Even Airte% &erged the To (hte% !rand with &ore +o+ %ar one" Can8t we have 6 st one !rand i"e" BSNLC Have we ever tried to e4a&ine o r reven e !reak +C $hi%e &a6orit* of the reven e (o&es fro& %and%ine >DELs +% s ,COs?' how &an* +eo+%e know of B4,ne? Ce**One ha))ens t, be m,re ),)u*ar-

So where sho %d o r &arketing = sa%es effort !e &oreC Fh,*esa*e' retai* ,r &,r),rateG $hat &eans do we need to se to +ro&ote o r +rod (ts and in what +ro+ortionC Advertisin+' PR' Fran&hisees' 2B;G &ust,mer &are' business deve*,)ment et(" $hat a(tivities sho %d !e taken + !* Cor+orate Offi(e' Cir(%es and SSAsC /n advertising there is need to syner+iCe ,ur a&tivities at C,r),rate' Cir&*e and SSA *eve*" /n this regard Cor+orate offi(e has iss ed division of work g ide%ines" There is a%so a need to have +,,d re*ati,n with ,ur advertisin+ a+en&ies and simu*tane,us*y their

)er4,rman&e need t, be m,nit,red 4,r ta5in+ 8ua*ity ,ut)ut 4r,m them-

Fhat is SP : ni8ue Se**in+ Pr,),siti,n. 4,r BSN#? A $,vernment &,m)any whi&h de*ivers- A +,vernment &,m)any whi&h +ives servi&e better than )rivate &,u*d be a dead*y &,mbinati,n' whi&h n, &,m)etit,r &an &,)y-

S,&ia* Res),nsibi*ity-

Fe were the m,st trusted te*e&,m brand in year 233H < 233B- Fe have been +iven $,*den Pea&,&5 award 4,r Best C,r),rate S,&ia* res),nsibi*ity- H,w &an we *evera+e these distin&ti,nsC These a(hieve&ents need to !e high%ighted thro gh + !%i( re%ation e4er(ise %ike +ress &eet" This wi%% he%+ s in bui*din+ ,ur mar5etin+ ima+e" /n sa%es and distri! tion front tho gh we have over one#%akh retai%ers' :AAA fran(hisees' HHAA CSCs' HIAAA e4(hanges wh* are we not visi!%e %ike othersC $h* (an8t we ti%i0e a%% +ossi!%e s+a(eC Can8t we %everage ,ur 4ran&hisee and STD7 PCO stren+thsC Can we &ake these o t%ets as o r (ore strengthC $h* o r re(harge (o +ons' /ndia Te%e+hone Cards are in shortage when there is no (a+a(it* (onstraintC Does it i&+%* that o r +%anning for +rinting' inventor* &anage&ent' %ogisti(s' and s ++%* (hain and of (o rse fran(hisee &anage&ent is ineffi(ientC Do we have targets for these 6 st %ike DELs = Ce%%OneC $h* (an8t we %everage this h ge network for !etter ( sto&er (are and i&+rove (o%%e(tion effi(ien(*C $e & st rea%i0e that with waiver of se( rit* de+osits' no OJT s(he&es' no advan(e renta%s' ad6 st&ent of %and%ine se( rit* for Ce%%One' we don8t get fi4ed de+osits to &eet o r f nds re) ire&ents" Ever*thing has to !e &et fro& O+erating reven es" $e need to i&+rove (o%%e(tions' rea%i0e !i%%s ear%*' not on the %ast da* of +a*&ent

and red (e !ad de!ts" Fe need t, )r,vide 2BIG &u*ture in ,ur ,r+aniCati,n' tho gh we have !een +roviding o+eration and &aintenan(e on 9KLM !asis in the +ast and we wi%% (ontin e to +rovide in f t re too' ! t what a!o t +rovisioning ( sto&er (are and &arketing on 9KLM !asisC

Business Deve*,)mentBusiness deve*,)ment nits have !een given the task to deve%o+ and n rt re %ong#ter& re%ations with (or+orate ho ses" Man* MoEs have !een signed" B %k !i%%s are !eing iss ed" One#+oint +a*&ents are !eing rea%i0ed for & %ti+%e servi(e %o(ations" -e* A((o nt Manager (on(e+t has !een introd (ed" A%% this re) ires &han+e ,4 mindset in addition to the ski%%s of &arketing = sa%es" Do we have s5i**ed man),werC /s o r ,r+aniCati,n setu) a+t for !etter res %tsC The staff e4+ense to reven e ratio (o %d !e a good indi(ator" No do !t o r reven es are +" ,rofit has in(reased" B t (onsider the &arketing ! dget we have in (o&+arison to others" Even with this %itt%e ! dget &an* (ir(%es are na!%e to ti%i0e it" $e need to +ro!e o rse%ves" Cor+orate offi(e has +er&itted de%egation of +to MAB of Cir(%e ! dget to SSAs" Does it &ean that o r ! dget +%anning is wrongC How sho %d we a**,&ate mar5etin+ bud+et and whi(h +ara&eter to weighC

NPer DE#J!,bi*e KA&8uisiti,n &,st K#i4e time va*ue KC,m)etit,r s)end K$r,wth tar+ets

#i4e Time Va*ue Jo (an8t give +eo+%e +ride' ! t *o (an +rovide the kind of nderstanding that &akes +eo+%e %ook to their inner strength and find their own sense of +ride" # Char%es0etta $add%es"

Let s nderstand what is the %ifeti&e va% e of o r ( sto&ersC ,a*ing (o&&ission of .s :AA#9AA to fran(hisee is not a (ost (onsidering the f t re f%ow of reven e fro& the ( sto&er" How &an* of o r de(isions are !ased on s(ientifi( ana%*sis of the +re(io s ( sto&er data we a%read* have s (h as (a%%ing +attern' +a*&ent ha!its' sage +rofi%e et(C How &an* s rve*s we do' how & (h ( sto&er resear(h we (arr* o tC Net growth in &o!i%e is high ! t what a!o t (h rnC Can8t we ana%*0e = red (e itC A() isition (ost is s a%%* said to !e <#O ti&es the retention (ost"

/t is high ti&e we %earn fast' groo& o rse%ves' i&+rove o r &indset and a(t fast- B siness +ers+e(tive is e) a%%* i&+ortant as e4(e%%en(e in Te%e(o& o+erations' &aintenan(e' and insta%%ations = +%anning" O r (ore (o&+eten(e sho %d !e te%e(o& ! siness a( &en and not 6 st traditiona% e4+ertise deve%o+ed over the *ears"

/t is s a%%* & (h easier to se%% additiona% things to e4isting ( sto&ers than to add new ( sto&er" Let s tr* to +grade ea(h ( sto&er !* .S 9A P .S <A !* offering the& &ore add on re%evant servi(es"

CUSTOMER SERVICE

understand your or aniDation's mana ers to enter re)uisitions, leads e4plained t!eir speci0ic BlackBerry i1es mana ers t!e look at t!e t!eir own needs, tec!nolo y, it's about continuous (alent Ac5uisition

Several Steps have been taken at augment the quality of customer care to international standards

needs 0rom a work0orce and 1iew t!eir pipelines, re)uirements, t!ey ained awit!out sense 0reedom tocandidate work remotely, impro1ement. look into t!eir own pipeline, and business perspecti1e and t!en be and et to t!e reports t!ey need o0 owners!ip in t!e solution, and !a1in wait 0or computer access take action wit!out re)uirin a enou to 0ocus your instantly. t!ey saw to ile mo1e t!e!recruitin process recruitin strate y to meet t!ose alon . administrati1e in1ol1ement. it in a di00erent li !t. needs is essential BSNL to

Access round the clock help at following toll free numbers Dataone Broadband '1600-424-1600' !"# $all $enter '1%00' &in select states'

!ancharnet (elp Desk '1)%*'

$ell+ne all ,ndia (elp ')400024-6%' All B!#. $ustomer !er/ice $enters &$!$s' now remain open on all se/en da0s from 1200 A3 to 1200 3 without an0 break for all acti/ities2 $he4ue deposit machines ha/e also been installed in man0 cities5 so that customers can make pa0ments 246* at their con/enience2 $ustomers can also make pa0ments b0 che4ue7Demand Draft to B!#. franchisees all o/er the countr02 8ith a /iew to simplif0 and offer customer friendl0 ser/ices5 more than one Bfone connections can be applied on a single application form2 Accordingl05 a single demand note would be issued to the customer in respect of all the connections applied for2 !hifting charges for local as well as all ,ndia shifting of fi9ed telephone &bfone' has been abolished2 agers being gi/en to outdoor staff in a phased manner for speed0 rectification of faults2 3a:orit0 of the local network is built up on :ell0

filled and +;$ for trouble free ser/ice2 ,nternal Distribution oints &D s' being pro/ided in the customer premises to eliminate the faults arising out of o/erhead wires2 <9tensi/e use of digital loop carrier &D.$'78ireless in .ocal .oop &8..' s0stem for impro/ing reliabilit0 of e9ternal plant2 =emote .ine >nits &=.>s'2 =emote subscriber >nits &=!>s' being pro/ided e9tensi/el0 to reduce the long lengths of copper cables2 <stablishing call centers across the nation to pro/ide single window solutions and con/enience to customers2 $ountr0wide #etwork 3anagement ? !ur/eillance !0stem &#3!!' to ensure uninterrupted and efficient flow of telecom traffic2 Application ;orms for new connections ha/e been made free of charge for all ser/ices2 rocedure for restoration of telephones disconnected due to non-pa0ment simplified and powers delegated to !econdar0 !witching Area &!!A' heads2 a0ment of telephone bills being recei/ed on !aturda0 and !unda0 through che4ues in $it0 "elecom +ffices &$"+s'2 3ore than one ublic $all +ffice& $+' permitted at the same premises2 @arious application forms and procedures being simplified for new telephone connections5 shifting and third part0 transfer2

VIGILANCE CELL
BS ! is committed to fight against corruption by helping management in creating transparent$ honest and efficient organi%ational culture through the system improvement$ awareness$ timely detection and speedy investigation of mal,practices with impartiality and professional competence. BS ! *igilance is headed by Shri Sat Pau,+ &$S+ Chief 2igi,ance Officer. BS ! *igilance -ing plays an advisory role the various disciplinary authorities in BS !. .t also serves a link between BS !$ /entral *igilance /ommission $ /entral Bureau of .nvestigation and Ministry .T0 /ommunication . The main functions of the BS ! vigilance are to check and eradicate corruption which also include collecting intelligence about corrupt practices committed or likely to be committed within the BS !$ investigating or causing an investigation to be made into verifiable allegations reported to it$ processing investigation reports for further consideration of disciplinary authority concerned( referring the matters to the /entral *igilance /ommission for advice wherever necessary$ taking steps to prevent practices of misconduct etc. Thus the function can be divided into two parts$ namely 1,

i. ii.

Preventive Vi+i*an&e Punitive Vi+i*an&e

SE.VEJ .E,O.TS

S rve* in nderdeve%o+ed areas of % (know

DEEST/ON : A.E JOE ES/N5 CELL ,HONES O. LAND L/NE SE.V/CESC ANS$E. : H9B >JES? IAB >NO? OB >DON8T -NO$ $HAT DOES THAT MEAN?

E< F< @< A< ;< B< < 7ES +/ "/+=t ,+/8

DEEST/ON :$H/CH CONNECT/ON DO JOE ESE FO. BETTE. SE.V/CEC ANS$E. : ;<B >BSNL? 9B >.EL/ANCE?

9B>VODAFON E? :B >A/.TEL? AND THE .EASON $HEN AS-ED $HJ DO THEJ ESE BSNL 'THEJ SA/D AND / DEOTE 2 !"# !"# $%TW&'( )!(!DT! *!# 2'3(!*# +*# *& $%TW&'( ,!'&&' *&T! *!# 2

B<< D< C< >< E< F< @< A< ;< B< <

BS+0 .E0IA+)E !/"AF/+E AI.(E0

S rve* in &ain (it* >LEC-NO$? DEEST/ON : A.E JOE ES/N5 CELL ,HONES O. LAND L/NESC ANS$E. : ;OB>JES? 9B>NO?

B<< D< C< >< E< F< @< A< ;< B< <

7ES +/ A9" )olumn A

DEEST/ON :$H/CH CONNECT/ON DO JOE ESE FO. BETTE. SE.V/CEC ANS$E.: MAB>BSNL? :OB>.EL/ANCE? MB>A/.TEL? <B>OTHE.S?

>< E< F< @< A< ;< B< < BS+0 .E0IA+)E AI.(E0 /(1E.S

DEEST/ON: DO JOE HAVE /NTE.NET CONNECT/ON AT HOMEC ANS$E.: M;B>JES? 9:B>NO?

C< >< E< F< @< A< ;< B< < 7ES +/

DEEST/ON :$H/CH NET CONNECT/ON DO JOE HAVE

ANS$E. : O<B>BSNL B.OADBAND? OB>A/.TEL? MB>OTHE.S?

D< C< >< E< F< @< A< ;< B< < BS+0 AI.(E0 /(E.S

Con(% sion

Hence, from this report it is clear that BSNL is the best service provider in Asia.BSNL provides world class State-ofart technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country s economy.

Bib*i,+ra)h y
$iki+edia Bsn%