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A Summer Tranning Project Report Study On: Master of Business Administration SESSION (2012-2014)
A Summer Tranning Project Report Study On: Master of Business Administration SESSION (2012-2014)
BSNL BAREILLY
SUBMITTED TO:BY:-
SUBMITTED
Piyush Tewari
MBA IIIrd SEM
Roll No-
12021335
CERTIFICATE OF OROGINALITY
I Piyush Tewari Roll No 12021335 a full time bonafide student
of first year of Master of Business administration (MBA) Programme
of IFTM University, Moradabad . I hereby certify that this project
work carried out by me at BSNL Bareilly and the report submitted in
partial fulfillment of the requirement of the programme is original
work of my under the guidance of the industry mentor P. K Kashyap
and Faculty mentor Nishtha Sharma , and is not based or reproduced
from any exiting work of any other person or any earlier work
undertaken at any other time or for any other purpose and has not been
submitted anywhere else at any time.
Piyush tewari
(Student Signature)
Date: 11/11/2013
ACKNOWELEDGEMENT
ACKNOWELEDGEMENT
It is sense of immense pleasure & satisfaction for me that this Research
Project report has been successfully completed.
CUSTOMER
SATISFACTION IN BSNL
EXECUTIVE SUMMARY
This Research project in Bareilly region to study there STUDY & ANALYSIS
OF BSNL MANAGEMENT
The research is done by visiting all the BSNL in whole Bareilly region thus.
Undertaking there working culture and simultaneously interacting the walk in
customer reading there mentality and listening to the problems & suggestion if
any, also providing a suitable treatment to the problem if available with us.
The research Methodology used to collect the data was Questionnaire method,
Personal interviews and techniques. In order to maintain un-biasness a random
sample of 150 people from 3 classes viz. businessmen, servicemen, student &
other.
All the data has been properly gathered and analyzed. The finding have been
presented in a lucid manner using various graphs. Also problem areas, short
coming
are pointed
appropriate reason,
CONTENTS
1-
Certificate of originality
2-
Company certificate
3-
Acknowledgement
4-
Executive summary
5-
Introduction
6-
Services of BSNL
7-
Research problem
8-
Objective of study
9-
SWOT analysis
10-
Research methodology
11-
12-
Finding
13-
Suggestion
14-
Bibliography
15-
Questionnaire
INTRODUCTION
COMPANY PROFILE
BSNL is a leader in GSM mobile telephony in india. It also has a significant
share in the GSM mobile market.
characterized by immense competition with large player fighting for the market
share. BSNL has a superior infrastructure, which is a big advantage to it. The
company faces many problem on account of its faulty billing system and poor
response to its GSM iniative , BSNL has positioned its brand primarily as a
common mans phone and supported it by providing the lowest tariff plans in
the industry. For distribution BSNL has setup a large number of BSNL web
words and retails points of sale all over the country. BSNL is also aggressively
into the billboard space.
The four main existing customer segments are in the metros, and the category A,
B, C categories circule. Tata tele services, Bharat Sanchar Nigam Limited.
Bharti,
This plan proposes to launch a new service catering to the identified target
market while maintaining the existing service without any repositioning. The
marketing objective of BSNL communication as per this marketing plan are to
increase market share of BSNL communication in mobile services market to 30%
by the next year and to attain revenue of Rs. 11, 000 crores by the same period.
The monthly expenses for the various marketing actions programs mentioned in
the plans have been estimated in the report. The projected additions to the
subscriber base and revenue earning projection have been also included in the
report. The key focus is on the product bundle that should be provided to attract
the largest possible chunk of the youth market. For this, newer feature that need
to be incorporated were explored and proposed.
Vision
To become the largest telecom service provider in South East Asia.
MISSION
1 - To provide world class state of art technology telecom services on demand
at affordable price.
2 - To provide world class telecom infrastructure to develop the country
economy.
OBJECTIVES
1- To be a Lead Telecom Services Provider
2- Build customer confidence through quality and reliable services
3- Provide Bandwidth on demand.
4- - Contribute towards
SERVICES OF BSNL
Bill Payments
BSNl has introduced the most convenient mode of Bill Payment. The customer
can now pay the bills directly from Credit Card or Bank Account and save
precious time.
INNMARSAT
BSNL now offer its subscribers significany saving for voice calls made to any
Innmarsat number. The saving could be as high as 70% depending on the type of
terminal and the location.
Now people who mainly use mobile for local call can save their lot of money by
using this Plans
NJ 499In this plan all calls free to any BSNL Mobile within the region. Call from
UPE/UPW made to any mobiles phones in the region of Haryana, Punjab, HP,
Rajasthan and Delhi Charged 50 paise per minute only.
MY Unlimited 440Call made to any phone expect BSNL MOBILE charged 99 paise per minute.
Call made to BSNL mobile is free all over in India.
Other PlansUnlimited 399. NJP 124, BSNL India 299 & 399
Fixed Wireless PhonesBSNL has launched FWP to increase its market share.
Cost of phone is very low. There are various plans for customers as One India
plans 180, Plan 125, Plan 299, One India Plan 225, One India Plan 180.
E-Recharge
BSNL has introduced E-recharge from it prepaid Now the customer can recharge
the customer s prepaid with any amount.
The
private investors into the sector. The move was part of an effort to achieve the
strategic target for boosting phone connection in the country to 100 million by
2005, in a significant move in the context of the governments open market
policy, US-based Qualcomm announced plans invest up to US$ 200 million in
Indias BSNL communications,
group, which has been plan to deploy the CDMA mobile technology on a larger
scale. BSNL has been granted licenses for fixed-line service in 16 India States,
covering 90% of India population. SMS has been the most successful value
added service indias mobile sector. Research Company Gartner announced in
February 2004 that outbound SMS volumes in India increased by 200. 8% per
year-on- year to reach 7. 39 billion messages in 2003. That was equivalent to 35.
8 outbound SMS messages per celluar connection per month. SMS based usage
such as text based information/enterainment services on-demand, games and
promotions/marketing activities are expected to grow. While MMS has been
touted in other Asia Pacific markets,
MMS provides longer text messages, in addition of music and picture, and allows
the sending of message to multiple recipients. BPL mobile, which one has been
operating mobile services in Mumbai. Maharasthra. Goa, Kerla, Tamil Nadu and
Pondicherry, with a network spanning 209 cities launched indias first MMS in
October 2002, making India the Fourth country in the Asia Pacific region to
commercially launch the service.
The introduction of MMS followed in the from the wide acceptance and usage of
SMS. The association of United Telecom service Provider of India (AUSPI)
The
network is designed to deliver services that will foster a new way of life for a
New India
number of telephone subscriber in India had passed the 100 million mark. The
potential for future growth in the India market also remained highas its teledensity was only 9%. The ministry projected that by 2007. The country would
have with all the villages throughout the country then being connected by the
phone. The ministry also noted that some of the lowest telecom charge in the
world, with the minimum effective rates at 1. 20 rupees a call, a drop of 35%
from a year earlier in November 2004. Market analyst Morgan Stanly repoted
that indias mobile market was expected to grow at a compound average rate of
40% until 2007 India had also emerged as the second-largest market aft mobile
services, after China for mobile handset sales. An industry survey predicated that
at least110 million new mobile phone subscriber would be added in India by
2007. Most of the fixed line services added were fixed wireless services
operating in homes on CDMA technology. Another driver in the market has been
the advent of the CDMA-WLL mobile service, which has been BSNL emerge as
a challenger to the GSM operators.
Data One
BSNl launched Data One Broadband service in January 2005 which shall be
extended to 198 cities very shortly. The service is being provided on existing
copper infrastructure on ADSL technology. The minimum speed offered to the
customer is 256 Kbps at Rs 250 per month only. Other services such as VPN
multicasting, Video Conferencing, Video-on- demand, , Broadcast application e.
t. c will be added.
Internet
Keeping the global networks networked, the contry wide internet services of
BSNL under the brand name includes internet dial up/ leased line access, CLI
based access (no account is require) and DIAS services, for web browsing and Email applications. You can use Dial-up sanchar net account from any palace in
india using the same access ni172233. The facility shish no other ISP has.
BSNL has customer base of more than 1. 7 million for Sancharnet service. BSNL
also offer web hosting and co-location services at very cheap rates.
ISDN
Integrated Services Digital Network Service of BSNL utilizes a unique digital
network providing high speed and high quality voice data and image transfer over
the same line. It can also facilitate both desktop video and high video
conferencing.
Intelligent Network
Intelligent Network Service offers value-added services, such as:
Free Phone Services (FPS)
India Telephone Card ( prepaid Card)
Account Card calling (ACC)
SERVICES of BSNL
WLL-M
The standard application form prescribed for new telephone connection can be
obtained free of cost from any of the designated office of the BSNL or the
customer Service Centre Located any where in the in country. A bona-fide
verification for new connection is done by the department.
Subscriber
Exemption is security Deposit (ARD) for CISs.
Shifting of telephones
Shifts are of the following types:
Within the same exchange area from one exchange area to another exchange area
in Multi-exchange areas all India shift within same Telephone System at any time
with in the same exchange area. . application for shift be made in prescribed from
any type of transactions copy of registered deeds. SSI application for shift will
not be enterained unless the SSI certificates contains the new factory/accessories
in the new installation address. Shifting charges with effect from 24. 11. 2003 for
local as well All India shifting of fixed Telephone (before) has been abolished.
RESEARCH
PROBLEM
What services, with what features today customers wants from its services
providers, and also with what price tags.
2)
3)
What feature in our value vouchers can provides BSNL an edge over its
customer
OBJECTIVE OF
STUDY
OBJECTIVE OF STUDY
Analysis of customer Prefence with respect to BSNL networks and BSNL.
To study of the age of the user with respect to BSNL networks.
To study bill adjustment of BSNL.
To study the satisfaction level of bill clarifiation in comparison of BSNL.
To study the attitude of customer care staff towards BSNL.
It is very important to set objective clear before conduting research. if the
objective are clear than Dthe research may become waste and disadvantage
for whom it is conducted.
To make the goals very clear, were chosen the following objective:
1)
SWOT Analysis
SWOT Analysis
Strength:
Huge basket of product rage which is suitable to all age and income groups
Large pool of technically skilled manpower with in depth knowledge and
undertaking of market.
Well established training infrastructure & skilled faculties to take care of
technical experience.
Strong and well spread network.
Weakness:
Heavy management expenses and administrative cost.
All operating offices do not function as profit centre.
Poor retention percentage of tied up agents.
Vertical hierarchical reporting structure with many destinations and cadres
leading to power
Opportunities:
Competition will devlop a better understanding of consumer requirement
leading to more customized products apt for market place.
There will be only increase of efficiency and quality of service to sonsumer
but also there will be a wider choice of prices and there will be increased
productivity.
The introduction of advance selling techniques with international flavor
will direct the sector towards a high growth trajectory.
Threats:
Liberalization in this sector will cause market disorder.
The company is facing some threats from the existing private player in the
industry.
Competition will bring pressure on profits.
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
Research Tools Questionnaire method, personal interviews and observation
were the three techniques made to collect data for this study.
Area Bareilly Region
Sampling Method convenience
Sample Size 150 ( equally divided in to Business men, servicemen & students.
)
Primary data it has been collected by applying any of the given research tool,
which best suited that situation
Secondary Data it has been collected through various magazines, ,
newspapers, websites as.
3)
Telecom
5)
6)
7)
8)
9)
10)
12)
DATA
PRESENTATION
AND ANALYSIS
According to the survey done on 150 customer mobile users. It was found 57% of
them were using BSNL connection and 43% of them using BSNL connection
Users.
After interacting with 150 million mobile user. It was found 57% customer are of
BSNL service users. so this is a segment which provides vast opportunity for
growth.
BSNL is Indias fastest growing cellular service. Approximately 11% of people
in India are using BSNL. They have brought GSM service.
FINDINGS
FINDINGS
BSNL is the fastest growing private company in the telecom sector of
the region & posing stiff competition to both the older players Cellone.
Cellone (BSNL) Is government company but at the same time facing
threats from the new & strong entrant.
No drought Prepaid is the first choice of customers because still.
Above 60% of the subscriber are using mobile as a secondary medium
to communication but the fact on the other hand is true that Postpaid
Connection are increasingly at a faster rate.
This is because the most attractive Tariff Rates & Schemes. And
BSNL is the leader in this section with lots & lots of schemes for each
kind of user.
BSNL enjoys a brand image (with over 4. 7 million subscriber), a
good and strong customer care cell, and the most attractive Schemes
(both in no. & weight- age).
SUGGESTION
SUGGESTION
Most of the people do not know that their BSNL bill could also be submitted on
NET. So tehere should be specific, Information written on the bill reaching their
home.
Customer care service should be enhanced. The surroundings there should be
quiet with no voices from the background its very difficult to talk & understand
as tha palace seems to be a fish market`. And the executive should talk to the
caller in the language he/she has reached I, e English or Hindi as told by the
computer when the number is dialed.
All the talks at customer care should be recorded and heard by company officials
at the end of the day and corrections. Update information & instruction for
improvement be given and recorded some where to know the efficiency of the
person.
Sim checking facility should be made available at each Franchisee.
BIBLIOGRAPHY
Bibliography
This information helped me in enhancing the affectivity of this presentation.
There are several sources which provided me the valuable information about
BSNL.
Information collect by these websites.
HYPERLINK ttp://www. airtelworld. com
HYPERLINK http://www. bsnl. in
HYPERLINK http://www. relianceworld. com
HYPERLINK http://www. answer. com
HYPERLINK http://www. google. com
www. quickmba. com
Business today Magazines
Business outlook Magazines
Economic Times
Business Standard
Times of India
QUESTIONNAIRE
OUESTIONNAIRE
Q. 1 Which operators connection do you Use. ?
1) BSNL
2) RELIANCE
3) AIRTEL
4) OTHER
Q. 2 From how much time you are using it. ?
1) Than 6 Month
2) Than 1 Year
3) Than 2 Year
4) Than 3 Year
Q. 3 Which is the following service you are
availing. ?
1) Postpaid
2) Prepaid
Q. 4 What is the satisfaction level of customer care staffs attitude. ?
1) Satisfied
2) Dissatisfied
Q. 5 What is your basic requirement for mobile
1) Yes
2) No
Phone. ?
phone. ?