A Summer Training Project Report on

ANALYSIS OF BSNL PERFORMANCE AND CUSTOMER ATTITUDE TOWARDS BSNL

In BHARAT SANCHAR NIGAM LTD.

Submitted to: MAHAMAYA TECHNICAL UNIVERSITY,NOIDA FOR PURSUING THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION 2011-2013

Submitted By:
Name Birendra Bahadur Maurya Roll No.1103370013

External Guide:
R. P. TIWARI

MBA- 3 Semester (2012-13)

rd

(ASST. Engineer) BSNL

Department of Management Studies (MBA) Raj Kumar Goel Institute of Technology

(ISO: 9001: 2008 Certified)

5-km, Stone Delhi-Meerut Road, Ghaziabad (UP-201003)

RAJ KUMAR GOEL INSTITUTE OF TECHNOLOGY

(ISO: 9001: 2008 Certified)
5th KM. STONE, DELHI-MEERUT ROAD, GHAZIABAD (U.P)-201003

Department of Management Studies (MBA)

DATE

TO WHOM SOEVER IT MAY CONCERN

This is to certify that Mr Birendra Bahadur Maurya is a bonafide student of MBA 2nd Year of this institute for the session 2012-13 and he/she has undergone the summer training in BSNL organization and prepared Summer Training Project Report titled ANALYSIS OF BSNL PERFORMANCE AND CUSTOMER ATTITUDE TOWARDS
BSNL, for partial fulfillment of Master of Business Administration (MBA)

affiliated to Mahamaya Technical University, NOIDA.

I wish him/her all the best for his/her future endeavors.

(Dr. Vibhuti) Professor & Head Department of Management Studies (MBA)

Declaration
I Birendra Bahadur Maurya Son of Shri Jag Mohan Maurya pursuing Master of Business Administration (MBA) 2nd year from Raj Kumar Goel Institute of Technology, Ghaziabad in the session 2012-13. I hereby declare that this summer training research project report titled ANALYSIS OF BSNL
PERFORMANCE AND CUSTOMER ATTITUDE TOWARDS BSNLis the

outcome of my own effort at BSNL organization under the guidance of Mr R P Tiwari (assistant engineer). The same report has not been submitted earlier to any Institute /University for awarding anydegree/ diploma of MBA or any other professional course. If there will be any violation of IPR than I will be solely responsible to that and Institute/University has right to cancel my degree. Signature in full: Name: Birendra Bahadur Maurya Roll.No:1103370013

Date: Place: RKGIT, Ghaziabad

ACKNOWLEDGEMENT

The present work is an effort to throw some light on ANALYSIS OF BSNL PERFORMANCE AND CUSTOMER ATTITUDE TOWARDS BSNL ATBHARAT SANCHAR NIGAM LTD. The work would not have been possible to come to the present shape without the able guidance, supervision and help to me by number of people.

With deep sense of gratitude I acknowledge the encouragement and guidance received by my guide Mr. Harsh Mohan Sharma (Asst. professor)

I convey my heart-full affection to all those people who helped and supported me during the course, for completion of my training Report.

CONTENTS
Executive summary

PAGE
01-02

Part 1
Introduction of organization History of organization Organization performance Organization product and services 03-06 07-32 33-36 37-40

Part 2
Objective of study 41-42 43-44 45-69 70-72 73-84 85-86 87-89

Scope of study
Literature review Research methodology Findings and analysis Suggestions Summary and conclusion

Part 3
Bibliography 90-91 92-93 94-102

Limitations
Appendix