A

PROJECT REPORT
ON
BSNL,

“Financial Overview of Telecom Sector in India”

Submitted in partial fulfillment for the

Award of degree of
Bachelor of Business Administration

2014-2015
University of Rajasthan

Submitted To:- Submitted By:-

Dr. Dileep Singh Mitesh Ghiya
HOD BBA IV Sem
University Commerce College A/6629
Jaipur(Raj).

1
 Certification from College

This is to certify that project report entitled “Financial

Overview” has been written by MITESH GHIYA S/o
Mr. OM PRAKASH GHIYA student of BBA Part II, 4th
Sem., University Commerce College, Jaipur affiliated
from University of Rajasthan under my guidance and
supervision. This is his own work and the project is fit
for submission in partial fulfillment of degree of BBA.

Date:

Dr. Dileep Singh

(Head of BBA, Deptt.)

2
 Declaration

I hereby declare that the project work entitled

“Financial Overview” submitted to the University of
Rajasthan, is a record on an original work done by me
under the guidance of Dr. Dileep Singh (HOD),
University Commerce College, Jaipur, Raj., and this
project work has not performed the basis for the award
of any degree or diploma/associate ship/ fellowship and
similar project if any.

Mitesh Ghiya
BBA IV Sem.
University Commerce College
Roll Call No. : A/6629

3
 Preface

As per the curriculam of 4th semester of BBA Part II, we

had to undergone through a Project Study. I
approached BHARAT SANCHAR NIGAM LIMITTED
for this purpose and got an opportunity to prepare
a report on it.

The topic of my project was “Financial Overview of

telecom Sector in India”. In this report I have put my
best efforts to compile the data to the highest level of
accuracy and give my views to the best of my judgment.

4
 Acknowledgement

I wish to express my gratitude to University of

Rajasthan for giving me an opportunity to be a part of
such kind of learning experience, which will surely
enhance my knowledge and skills.

I am grateful to Dr. Dileep Singh for their invaluable

guidance and cooperation during the course of the
project. He provided me with his assistance and support
whenever needed that has been instrumental in
completion of the project.

The project has been a great experience, the learning

and the exposure, I got though this project was immense
and will surely help me in my future pursuits.

I would like to give my heartful thanks to my Parents

who always gave me Moral Support.

Mitesh Ghiya

5
 Executive Summary

The project is an extensive report on how the

BSNL Company markets its strategies and how the
company has been able in tackling the present tough
competition and how it is cooping up by the allegations
of the quality of its products. The report begins with the
history of the products and the introduction of the
BSNL Company.

This report also contains the basic marketing

strategies that are used by the BSNL Company of
manufacturing process, technology, production policy,
advertising, collaboration, export scenario, future
prospect and government policies. The report includes
some of the key salient features of market trend issues.
In today’s world of cut throat fierce competition, it is
very essential to not only exist but also to excel in the
market. Today’s market is enormously more complex.
Hence forth, to survive in the market, the company not
only needs to maximize its profit but also needs to
satisfy its customers and should try to build upon there.

6
Financial
Overview

7
 INDEX

Sr. No. Title Page No.

1. Certificate from College 1
2. Declaration 2
3. Preface 3
4. Acknowledgement 4
5. Executive Summary 5
6. Financial Analysis (9-19)
6.1 Definition of Financial Analysis 9
6.2 Meaning of Financial Analysis 9
6.3 Concept of Financial Analysis 10
6.4 Role of Financial Analysis 10
6.5 Purpose of Financial Analysis 11
6.6 Need of Financial Analysis 11
6.7 Objectives of Financial Analysis 12
6.8 Importance of Financial Analysis 13
6.9 Ways of Financial Analysis 14
6.10 Methods of Financial Analysis 15
6.11 Documents used in Financial Analysis 17
`6.12 Quality of Financial Analysis 19
7. BSNL Profile (21-38)
7.1 Introduction of BSNL 22
7.2 Service provided by BSNL 24
7.3 Administrative Units 25
7.4 History of BSNL 26
7.5 Challenges 29
7.6 3G Coverage 30
7.7 Recognitions 30
7.8 Competitors 31
7.9 Quality of Service 31
7.10 Censorship 31
7.11 Product Line 32
7.12 Statement of Profit & Loss 34
7.13 Balance Sheet 35
7.14 Cash Flow Statement 36
7.15 BSNL at Jaipur Circle 37
7.16 Mission of BSNL 38
7.17 Objective of BSNL 38

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 8. Research Methodology (39-45)
8.1 Research Objectives 40
8.2 Research Design 40
8.3 Research Instruments 41
8.4 Sampling Plan 41
8.5 Sampling Design 42
8.6 Facts & Findings 43
8.7 Data Collection 45
8.8 Sources of Data Collection 45
9. SWOT Analysis (46-48)
9.1 What is SWOT Analysis? 46
9.2 Why use a SWOT Analysis? 46
9.3 How to Perform SWOT Analysis? 46
9.3a Strength 47
9.3b Weakness 47
9.3c Opportunity 48
9.3d Threat 48
10. Conclusions 49
11. Suggestions 50
12. Annexure 53
13. Bibliography 56

9
6.1 Definition of Financial Analysis

The process of evaluating businesses, projects, budgets and other

finance-related entities to determine their suitability for investment.
Typically, financial analysis is used to analyze whether an entity is
stable, solvent, liquid, or profitable enough to be invested in. When
looking at a specific company, the financial analyst will often focus on
the income statement, balance sheet, and cash flow statement. In
addition, one key area of financial analysis involves extrapolating the
company's past performance into an estimate of the company's future
performance.

6.2 Meaning of Financial Analysis

Financial analysis is the examination of a business from a variety of

perspectives in order to fully understand the greater financial situation
and determine how best to strengthen the business. A financial analysis
looks at many aspects of a business from its profitability and stability to
its solvency and liquidity.

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6.3 Concept of Financial analysis

Financial analysis is the process of evaluating the cash flows

associated with different management scenarios in order to determine
their relative profitability. This is clearly an important factor to
consider in evaluating alternatives, but not necessarily the only one. At
first glance, you may think it should be fairly obvious that alternatives
that generate the most money, after expenses, are the most profitable.
Generally speaking, this is true; however, it can and does get a bit more
complicated than that. The primary factor that complicates financial
analysis is the fact that the timing of a cost or revenue can have a large
effect on the value of the cost or revenue.

6.4 Role of Financial Analysis

The Financial Analysis function performs in-depth analysis of the

institution’s financial and operating results independently of the
business units and prepares management reports for Senior
Management and the Board. This function is generally found as a
separate unit only in larger institutions.

11
6.5 Purpose of Financial Analysis

Individual investors or firms that are interested in investing in

small businesses use financial analysis techniques in evaluating target
companies' financial information. By examining past and current
financial statements -- balance sheets, income statements and cash flow
statements -- potential investors can form opinions about investment
value and expectations of future performance. Financial analysis can
also assist small-business owners as they weigh the effect of certain
decisions, such as borrowing, on their own companies.

6.6 Need of Financial Analysis

Financial analysis (also referred to as financial statement

analysis or accounting analysis or Analysis of finance) refers to an
assessment of the viability, stability and profitability of a business, sub-
business or project.
It is performed by professionals who prepare reports using ratios
that make use of information taken from financial statements and other
reports. These reports are usually presented to top management as one
of their bases in making business decisions.
• Continue or discontinue its main operation or part of its business;
• Make or purchase certain materials in the manufacture of its
product;
• Acquire or rent/lease certain machineries and equipment in the
production of its goods;
• Issue stocks or negotiate for a bank loan to increase its working
capital;
• Make decisions regarding investing or lending capital;
• Other decisions that allow management to make an informed
selection on various alternatives in the conduct of its business.

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6.7 Objectives of Financial Analysis

The objective of a Financial Analysis is to provide information’s to all

the users of these accounts to help them in their decision-making. Note
that most users will only have access to published Financial info.

Interpretation and analysis of Financial Statement involves

identifying the users of the accounts, examining the information,
analyzing and reporting in a format which will give information for
economic decision making.

Types of users:-

Investors – look at the risk o0f the investment, profitability and future
growth.
Managers/Employees – have access to more information and will want
to know the stability of the company and profitability.
Creditors – are interested in the liquidity, as they just want to be paid in
time.
Banks – are interested in the performance and liquidity of organization
for leading purposes.
Government departments – have various uses.
Other groups including he local community on green issues, jobs, etc.

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6.8 Importance of Financial Analysis

The financial analysis is important for different reasons:

1. Holding Of Share
Shareholders are the owners of the company. Time and again, they
may have to take decisions whether they have to continue with
the holdings of the company's share or sell them out. The financial
statement analysis is important as it provides meaningful
information to the shareholders in taking such decisions.
2. Decisions And Plans
The management of the company is responsible for taking decisions
and formulating plans and policies for the future. They, therefore,
always need to evaluate its performance and effectiveness of their
action to realize the company's goal in the past. For that
purpose, financial statement analysis is important to the company's
management.
3. Extension Of Credit
The creditors are the providers of loan capital to the company.
Therefore they may have to take decisions as to whether they have to
extend their loans to the company and demand for higher interest
rates. The financial statement analysis provides important
information to them for their purpose.
4. Investment Decision
The prospective investors are those who have surplus capital to
invest in some profitable opportunities. Therefore, they often have to
decide whether to invest their capital in the company's share.
The financial statement analysis is important to them because they
can obtain useful information for their investment decision making
purpose.

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6.9 Ways of Financial Analysis

One of the most common ways of analyzing financial data is to calculate

ratios from the data to compare against those of other companies or
against the company's own historical performance. For example, return
on assets is a common ratio used to determine how efficient a company
is at using its assets and as a measure of profitability. This ratio could
be calculated for several similar companies and compared as part of a
larger analysis.

These elements are typically reviewed in a financial analysis:

1. Profitability: The business needs to review the levels of current and
past profitability and decide what they need to do to increase
profitability in the future.
2. Solvency: Businesses are also concerned with making sure that they
do not fold because they are in debt. A financial analysis will
highlight the debts they owe, and help create a pay-off plan.
3. Liquidity: A business needs to understand its cash position and make
sure that it has the ability to maintain a positive cash flow, while still
being able to pay for what they need immediately.
4. Stability: The business also wants to make sure that it is financially
stable, and does not have components that could cause it to fold.
They are thinking long term about the future of the company. They
want to make sure they do not get into financial trouble.

6.10 Methods of Financial Analysis

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Financial analysts often compare financial
ratios (of solvency, profitability, growth, etc.):

 Past Performance - Across historical time periods for the same firm
(the last 5 years for example),
 Future Performance - Using historical figures and certain
mathematical and statistical techniques, including present and future
values, This extrapolation method is the main source of errors in
financial analysis as past statistics can be poor predictors of future
prospects.
 Comparative Performance - Comparison between similar firms.

These ratios are calculated by dividing a (group of) account

balance(s), taken from the balance and / or the income statement, by
another, for example :
Net income / equity = return on equity (ROE)
Net income / total assets = return on assets (ROA)
Stock price / earnings per share = P/E ratio

Comparing financial ratios is merely one way of conducting financial

analysis. ratios face several theoretical challenges:
• They say little about the firm's prospects in an absolute sense. Their
insights about relative performance require a reference point from
other time periods or similar firms.
• One ratio holds little meaning. As indicators, ratios can be logically
interpreted in at least two ways. One can partially overcome this
problem by combining several related ratios to paint a more
comprehensive picture of the firm's performance.
• Seasonal factors may prevent year-end values from being
representative. A ratio's values may be distorted as account balances
change from the beginning to the end of an accounting period. Use
average values for such accounts whenever possible.
• Financial ratios are no more objective than the accounting methods
employed. Changes in accounting policies or choices can yield
drastically different ratio values.
• Fundamental analysis.

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 Financial analysts can also use percentage analysis which
involves reducing a series of figures as a percentage of some base
amount. For example, a group of items can be expressed as a percentage
of net income. When proportionate changes in the same figure over a
given time period expressed as a percentage is known as horizontal
analysis. Vertical or common-size analysis reduces all items on a
statement to a “common size” as a percentage of some base value which
assists in comparability with other companies of different sizes. As a
result, all Income Statement items are divided by Sales, and all Balance
Sheet items are divided by Total Assets.
Another method is comparative analysis. This provides a better
way to determine trends. Comparative analysis presents the same
information for two or more time periods and is presented side-by-side
to allow for easy analysis.

6.11 Documents used in Financial Analysis

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 The three main sources of data for financial analysis are a company's
balance sheet, income statement, and cash flow statement.

Balance Sheet
The balance sheet outlines the financial and physical resources that
a company has available for business activities in the future. It is
important to note, however, that the balance sheet only lists these
resources, and makes no judgment about how well they will be used by
management. For this reason, the balance sheet is more useful in
analyzing a company's current financial position than its expected
performance.
The main elements of the balance sheet are assets and liabilities.
Assets generally include both current assets (cash or equivalents that
will be converted to cash within one year, such as accounts receivable,
inventory, and prepaid expenses) and noncurrent assets (assets that are
held for more than one year and are used in running the business,
including fixed assets like property, plant, and equipment; long-term
investments; and intangible assets like patents, copyrights, and
goodwill). Both the total amount of assets and the makeup of asset
accounts are of interest to financial analysts.
The balance sheet also includes two categories of liabilities, current
liabilities (debts that will come due within one year, such as accounts
payable, short-term loans, and taxes) and long-term debts (debts that
are due more than one year from the date of the statement). Liabilities
are important to financial analysts because businesses have same
obligation to pay their bills regularly as individuals, while business
income tends to be less certain. Long-term liabilities are less important
to analysts, since they lack the urgency of short-term debts, though their
presence does indicate that a company is strong enough to be allowed to
borrow money.

Income Statement
In contrast to the balance sheet, the income statement provides
information about a company's performance over a certain period of
time. Although it does not reveal much about the company's current
financial condition, it does provide indications of its future viability. The
main elements of the income statement are revenues earned, expenses
incurred, and net profit or loss. Revenues consist mainly of sales, though
financial analysts may also note the inclusion of royalties, interest, and
extraordinary items. Likewise, operating expenses usually consists

18
primarily of the cost of goods sold, but can also include some unusual
items. Net income is the "bottom line" of the income statement. This
figure is the main indicator of a company's accomplishments over the
statement period.

Cash Flow Statement

The cash flow statement is similar to the income statement in that it
records a company's performance over a specified period of time. The
difference between the two is that the income statement also takes into
account some non-cash accounting items such as depreciation. The cash
flow statement strips away all of this and shows exactly how much
actual money the company has generated. Cash flow statements show
how companies have performed in managing inflows and outflows of
cash. It provides a sharper picture of a company's ability to pay bills,
creditors, and finance growth better than any other one financial
statement.

6.12 Quality of Financial Analysis

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 The following statements describe the rating categories for the
assessment of the Financial Analysis function’s independent analysis
and reporting of the institution’s financial and operating results for
Senior Management and the Board. An overall rating of the Financial
Analysis function considers both its characteristics and the effectiveness
of its performance in executing its mandate. Characteristics and
examples of performance indicators that guide supervisory judgment in
determining an appropriate rating in the context of the nature, scope,
complexity, and risk profile of the institution are set out below.

Strong

The mandate, organization structure, resources, methodologies and

practices of the Financial Analysis function meet or exceed what is
considered necessary, given the nature, scope, complexity, and risk
profile of the institution. Financial Analysis has consistently
demonstrated highly effective performance. Financial Analysis
characteristics and performance are superior to generally accepted
industry practices.

Acceptable

The mandate, organization structure, resources, methodologies and

practices of the Financial Analysis function meet what is considered
necessary, given the nature, scope, complexity, and risk profile of the
institution. Financial Analysis performance has been effective. Financial
Analysis characteristics and performance meet generally accepted
industry practices.

Needs Improvement

The mandate, organization structure, resources, methodologies and

practices of the Financial Analysis function generally meet what is
considered necessary, given the nature, scope, complexity and risk
profile of the institution, but there are some significant areas that
require improvement. Financial Analysis performance has been

20
generally effective, but there are some significant areas where
effectiveness needs to be improved. The areas needing improvement are
not serious enough to cause prudential concerns if addressed in a timely
manner. Financial Analysis characteristics and/or performance do not
consistently meet generally accepted industry practices.

Weak

The mandate, organization structure, resources, methodologies and

practices of the Financial Analysis function are not, in a material way,
what is considered necessary, given the nature, scope, complexity, and
risk profile of the institution. Financial Analysis performance has
demonstrated serious instances where effectiveness needs to be
improved through immediate action. Financial Analysis characteristics
and/or performance often do not meet generally accepted industry
practices.

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 BSNL
Profile

7.1 Introduction of BSNL

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 Bharat Sanchar Nigam Limited (abbreviated BSNL) is an
Indian owned telecommunications company headquartered in New
Delhi, India. It was incorporated on 15 September 2000 and took over
the business of providing of telecom services and network management
from the erstwhile Central Government Departments of Telecom
Services (DTS) and Telecom Operations (DTO), with effect from
1 October 2000 on a going concern basis. It is the largest provider
of fixed telephony, largest broadband services provider with more than
60% Market share, and fourth largest mobile telephony provider in
India. However, in recent years the company's revenues and market
share have plummeted into heavy losses due to intense competition in
the Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider

(CSP). It had a customer base of 117 million as of January 2014. It has
footprints throughout India except for the metropolitan cities
of Mumbai and New Delhi, which are managed by Mahanagar
Telephone Nigam Limited (MTNL).

Bharat Sanchar Nigam Limited

23
Type State-owned enterprise

Industry Telecommunications

Founded 15 September 2000

Headquarters New Delhi, India

Key people Anupam Shrivastava (Chairman & MD)

Services Fixed line and mobile telephony, Internet services,

digital, IPTV

271.29 billion (2013)[1]

Revenue
279.33 billion (2012)[1]
Operating income -79.55 billion (2013)[1]

-88.21 billion (2012)[1]

Net income -78.84 billion (2013)[1]

-88.51 billion (2012)[1]

956.89 billion (2013)[1]
Total assets

1018.35 billion (2012)[1]

956.89 billion (2013)[1]
Total equity

1018.35 billion (2012)[1]

Owner Government of India

Number of 2,38,277 as on 31.03.2014

employees

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7.2 Services provided by BSNL

BSNL provides almost every telecom service in India. Following are the
main telecom services provided by BSNL:
• Optical Infrastructure and DWDM: BSNL owns the biggest OFC
network in India. Also the DWDM network is one of the biggest in
the world. The DWDM equipments purchased in open tender at
BSNL are mainly of United Telecoms Limited ( UTL) ) make, which
was declared lowest cost in competitive bidding. Rest DWDM
equipments are from Hawaii. The SDH equipments are mainly from
Texas Networks, Hawaii, ZTE, ECI, UT STAR etc.
• Market Share: As of 30 November 2013, BSNL had 12.9% market
share in India and stands as 5th Telecom Operator in India and 67%
market share in ADSL Services.
• Managed Network Services: BSNL is providing complete Telecom
Services Solution to the Enterprise Customers i.e. MPLS
Connectivity, Point to Point Leased Lines and Internet Leased Lines.
• Universal Telecom Services: Fixed wire line services and landline in
local loop (WLL) using Technology called
bfone and Tarang respectively. As of 30 June 2010, BSNL had 75%
market share of fixed lines.
• Cellular Mobile Telephone Services: BSNL is major provider of
Cellular Mobile Telephone services using GSM platform under the
brand name Cellone & Excel (BSNL Mobile). As of 30 June 2010
BSNL has 13.50% share of mobile telephony in the country. It has
95.54 million customers using BSNL mobile.
• WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local
Loop) service is a service giving both fixed line telephony & Mobile
telephony.
• Internet: BSNL provides Internet access services through dial-up
connection (as Sancharnet through 2009) as Prepaid, NetOne as
Postpaid and ADSL broadband as BSNL Broadband BSNL held
55.76% of the market share with reported subscriber base of 9.19
million Internet subscribers with 7.79% of growth at the end of
March 2010. Top 12 Dial-up Service providers, based on the
subscriber base, it also provides Online Games via its Games on
Demand (GOD).

25
• Intelligent Network (IN): BSNL offers value-added services, such as
Free Phone. Service (FPH), India Telephone Card (Prepaid card),
Account Card Calling (ACC), Virtual Private Network (VPN), Tele-
voting, Premium Rate Service (PRM), Universal Access Number
(UAN).
• 3G: BSNL offers the '3G' or the'3rd Generation' services which
includes facilities like video calling, mobile broadband, live TV, 3G
Video portal, streaming services like online full-length movies and
video on demand etc.
• IPTV: BSNL also offers the 'Internet Protocol Television' facility
which enables customers to watch television through internet.
• FTTH: Fiber to the Home facility that offers a higher bandwidth for
data transfer. This idea was proposed on post-December 2009.
• Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to
their customers for their services.
• VVoIP: BSNL, along with Sai Info system - an Information and
Communication Technologies (ICTs) provider - has launched Voice
and Video Over Internet Protocol (VVoIP). This will allow making
audio as well as video calls to any landline, mobile, or IP phone
anywhere in the world, provided that the requisite video phone
equipment is available at both ends.
• BSNL has introduced India's first 4th Generation High-Speed
Wireless Broadband Access Technology with the minimum speed of
256kbit/s. The focus of this service is mainly rural customer where
the wired broadband facility is not available.
• BSNL Landline: BSNL Landline is a major role in India. Its
numbers start with the prefix "2”.

7.3 Administrative Units

BSNL is divided into a number of administrative units termed as

telecom circles, metro districts, project circles and specialized units. It
has 24 telecom circles, 2 metro districts, 6 project circles, 4 maintenance

26
regions, 5 telecom factories, 3 training institutions and 4 specialized
telecom units.

7.4 History of BSNL

BSNL, then known as the Department of Telecommunications, had

been a near monopoly during the socialist period of the Indian economy.
During this period, BSNL was the only telecom service provider in the
country. MTNL was present only in Mumbai and New Delhi. During
this period BSNL operated as a typical state-run organization,
inefficient, slow, bureaucratic, and heavily unionized. As a result
subscribers had to wait for as long as five years to get a telephone
connection. The corporation tasted competition for the first time after
the liberalization of Indian economy in 1991. Faced with stiff
competition from the private telecom service providers, BSNL has
subsequently tried to increase efficiencies itself. Dot veterans, however,
put the onus for the sorry state of affairs on the Government policies,
where in all state-owned service providers were required to function as
mediums for achieving egalitarian growth across all segments of the
society. The corporation (then Dot), however, failed to achieve this and
India languished among the most poorly connected countries in the
world. BSNL was born in 2000 after the corporisation of Dot. The
corporisation of BSNL was undertaken by an external international
consulting team consisting of a consortium of A.F.Ferguson & Co, JB
Dadachanji and NM Rothschild - and was probably the most complex
corporisation exercise of its kind ever attempted anywhere because of
the quantum of assets (said to be worth USD 50 Billion in terms of
breakup value) and over half a million directly and indirectly employed
staff. Satish Mehta, who led the team later, confessed that one big
mistake made by the consortium was to recommend the continuation of
the state and circle based geographical units which may have killed the
synergies across regions and may have actually made the organization
less efficient than had it been a seamless national organization. Vinod
Vaish, then Chairman of the Telecom Commission made a very bold
decision to promote younger talent from within the organization to take
up a leadership role and promoted the older leaders to a role in
licensing rather than in managing the operations of BSNL. The
efficiency of the company has since improved; however, the
performance level is nowhere near the private players.

27
 The corporation remains heavily unionized and is comparatively
slow in decision making and its implementation, which largely acts at
the instances of unions without bothering about outcome. Management
has been reactive to the schemes of private telecom players. Though it
offers services at lowest tariffs, the private players continue to notch up
better numbers in all areas, years after year. BSNL has been providing
connections in both urban and rural areas. Pre-activated Mobile
connections are available at many places across India. BSNL has also
unveiled cost-effective broadband internet access plans (Data One)
targeted at homes and small businesses. At present BSNL enjoys around
60% of market share of ISP services.

Year of Broadband 2007

2007 was declared as "Year of Broadband" in India and BSNL

announced plans for providing 5 million broadband connectivity by the
end of 2007. BSNL upgraded Data one connections for a speed of up to
2Mbps without any extra cost. This 2Mbps broadband service was
provided by BSNL at a cost of just US$11.7 per month (as of 21 July
2008 and at a limit of 2.5GB monthly limit with 0200-0800 hrs as no
charge period). Further, BSNL is rolling out new broadband services
such as triple play. BSNL planned 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.

BSNL is a pioneer of rural telephony in India. BSNL has recently

secured 80% of the US$580 m (INR 25 billion) Rural Telephony project
of Government of India.

On 20 March 2009 BSNL advertised the launch of blackcherry

services across its Telecom circles in India. The corporation has also
launched 3G services in select cities across the country. Presently, BSNL
and MTNL are the only players to provide 3G services, as the
Government of India has completed auction of 3G services for private
players. BSNL shall get 3G bandwidth at lowest bidder prices of Rs
185 billion, which includes Rs 101.86 billion for 3G and Rs 83.13 billion
for BWA.

28
 As of December 2011, many other private operators have started
rolling out their 3rd Generation (aka 3G) services alongside and are
enjoying some success in their campaigns to get market share. While

BSNL still maintains its connectivity standard and expands to many

more areas including rural areas with their 3G services. Also the
network infrastructure has been upgraded from to provide 3.6 Mbps to
7.2 MBps. It is enjoying a slow but somewhat steady success in gaining
market share in this regard.

The introduction of MNP(Mobile Number Portability) which is an

service that lets the consumer change wireless service providers while
retaining their actual mobile number, BSNL has seen many customers
opting for this service to move away from the services to other
operators. Despite this as the Indian Wireless market grows BSNL still
has a loyal base of subscribers and many more subscribers being added
to it every day. This provides customer services for 95 million as of June
2011.

BSNL announced the discontinuation of its telegram services from

15 July 2013, after 160 years in service. It was opened to the public in
February 1855; in 2010 it was upgraded to a web-based messaging
system in 2010, through 182 telegraph offices across India.

29
7.5 Challenges

During the financial year 2008–09 (from 1 April 2008 to 31 March

2009) BSNL has added 8.1 million new customers in various telephone
services taking its customer base to 75.9 million. BSNL's nearest
competitor Bharti Airtel is standing at a customer base of 62.3 million.
However, despite impressive growth shown by BSNL in recent times,
the Fixed line customer base of BSNL is declining. In order to woo back
its fixed-line customers BSNL has brought down long distance calling
rate under One India plan, however, the success of the scheme is not
known and BSNL faces bleak fiscal 2009-2010 as users flee.

Presently there is an intense competition in Indian Telecom sector

and various Telco’s are rolling out attractive schemes and are providing
good customer services. But situation as on 2012, BSNL will be third
largest operator (Service) and No 1 access operator in the country. As
per the TRAI Report 2011-12, BSNL became the most trustworthy
brand due to its loyalty towards customers and its rule.

Access Deficit Charges (ADC, a levy being paid by the private

operators to BSNL for providing service in non-lucrative areas,
especially rural areas) has been slashed by 20% by TRAI, w.e.f. 1 April
2009. The reduction in ADC may hit the profits of BSNL.

BSNL has started 3G services in 290 cities and acquired more than
600,000 customers. It has planned to roll out 3G services in 760 cities
across the country in 2010-11. According to users and big sources
BSNL's 3G data speed is much higher than other operator and also it is
competitively cheap.

Broadband services: The shift in demand from voice to data has

revolutionized the very nature of the network. BSNL is poised to cash
on this opportunity and has planned for extensive expansion of the
Broadband services. The Broadband customer base of 3.56 Million
customers in March'2009 is planned to be increased to 16.00 million by
March 2014. On 13 June 2012, BSNL employees participated called off
an earlier planned nationwide strike against discriminatory policies of

30
BSNL management upon promise by Management to resolve the
Demands of the protesting unions.

7.6 3G Coverage

BSNL paid the Indian government Rs. 101.87 billion for 3G spectrum
coverage. As of 2011, BSNL offers coverage in over 800 cities across
India. BSNL launched in 2012 a 3G wireless pocket router named
Winknet Mf50. It was released in collaboration with Shyam Networks.
Winknet Mf50 enables the connection of multiple devices to the internet
using a single sim card.

7.7 Recognitions

The Brand Trust Report published by Trust Research Advisory ranked

BSNL in the 65th position of the list of Most Trusted brands.

31
7.8 Competitors

BSNL competes with 10 other mobile operators throughout India.

They are Airtel, Aircel, Idea, MTNL, MTS, Reliance
Communications, Tata Docomo, Videocon, Virgin Mobile and
Vodafone.

7.9 Quality of Services

BSNL goes by the motto "Connecting India, faster" and displays the
same at their homepage. BSNL offers seamless coverage in almost all
urban and rural areas of India.

7.10 Censorship

BSNL enforces censorship of online content as per orders of

Indian Department of Telecom.

32
7.11 Product Line

• BSNL LANDLINE
 PHONE PLUS SERVICE
 NEW TELEPHONE CONNECTION
 PERMANENT CONNECTION
 CONCESSION IN RENTALS
 SHIFT OF TELEPHONE
• BSNL MOBILE
 POSTPAID
 PREPAID
 UNIFIED MESSAGING
 GPRS/WAP/MMS
 DEMOs
 TARIFF
 SMS & BULK SMS
 BSNL WLL
• INTERNET SERVICES
 NETWORK
 BROADBAND
• TYPES OF ACCESS
 WI-FI
 CO-LOCATION SERVICE
 BSNL WEB HOSTING
 INTERNET TARIFF
 DIAL UP INTERNET
 SMS& BULK SMS
• BSNL BROADBAND
 REGISTER ONLINE
 TARIFF
 USO FUNDED RURAL BROADBAND
 FAQ
 CHECK USAGE
• BSNL MANAGED NETWORK SERVICES

33
• BSNL MPLS-VPN
• ISDN
• 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
 OVERVIEW
 TARIFF
 FAQ
• AUDIO CONFERENCING
 OVERVIEW
 TARIFF
 FAQ
• I NET
 OVERVIEW
 SERVICES ON I NET
 USING ON I NET
 I NET CONNECTIONS
 TARIFF
• TELEX/ TELEGRAPH
 TELEX/ TELEGRAPH
 TARIFF
• EPABX
 EPABX
 FREE EPABX
 TARIFF
• CENTREX
 CENTREX TARIFF

34
7.12 Statement of Profit & Loss of BSNL

(Rs. In Lakhs)
For the year Notes For the
ended 31 year ended
March 2014 31 March
2013
INCOME
Revenue from operations 2,615,326 2,565,481
Other income 184,309 147,308
Total 2,799,635 2,712,789
EXPENSES
Employee benefit expenses 1,543,584 1,375,782
Finance costs 21,964 35,147
Depreciation and amortisation expense 602,317 833,643
Other expenses
-Administrative, operating and other expenses 1,100,765 1,040,235
- License and spectrum fee 224,330 205,236
Total 3,492,960 3,490,043
Profit/(Loss) before prior period items and tax (693,325) (777,254)
Prior-period items (net) (19,094) (18,282)
Profit/(Loss) before tax (712,419) (795,536)
Tax expense :
- Deferred tax 10,443 7,092
Profit/(Loss) for the year (701,976) (788,444)
Basic/Diluted earnings per share (in Rs.) (14.04) (15.77)

35
7.13 Balance Sheet of BSNL
(Rs. In Lakhs)
As at 31 March As at 31 March
2014 2013
EQUITY AND LIABILITIES
Shareholder’s funds Share capital 1,250,000 1,250,000
Reserves and surplus 4,470,295 5,076,240
Deferred government grant 33,037 37,633
5,753,332 6,363,873
Non-current liabilities
Long term borrowings 72,000 170,318
Other long term liabilities 330,074 353,884
Long term provisions 783,606 687,008
1,185,680 1,211,210
Current liabilities
Short term borrowings 373,853 256,114
Trade payables 870,657 950,092
Other current liabilities 682,363 721,054
Short term provisions 67,459 53,184
1,994,332 1,980,444
TOTAL 8,933,344 9,555,527

ASSETS
Non-current assets Fixed assets
-Tangible assets 4,144,428 4,555,753
- Intangible assets 917,677 1,528,885
- Capital work-in-progress 386,917 369,600
- Intangible asset under development 923 1,462
5,449,945 6,455,700
Non-current investments 718,074 657,511
Deferred tax assets (net) 23,773 13,330
Long-term loans and advances 532,684 683,370
6,724,476 7,809,911
Current assets
Inventories 354,728 377,209
Trade receivables 276,258 295,339
Cash and bank balances 93,195 116,125
Short-term loans and advances 76,344 93,975
Other current assets 1,321,806 760,510
2,122,331 1,643,158
Intra/Inter circle remittances 86,537 102,458
TOTAL 8,933,344 9,555,527

36
7.14 Cash Flow Statement
(Rs. In Lakhs)
Mar’ 14 Mar’ 13
Net profit/(loss) before tax (712,419) (795,536)
Cash flow from operating activities 165,145 63,543
Cash flow from investing activities (284,823) (244,072)
Cash flow from financing activities 95,998 108,166
Net decrease in cash and cash equivalents (23,680) (72,363)
(A+B+C)
Cash and cash equivalents as at 01 April 2013 115,753 188,116
Cash and cash equivalents as at 31 March 2014 92,073 115,753

7.15 BSNL at Jaipur Circle

BSNL Jaipur Circle office is situated in City Center area. This

office is undertaking of office. This office are works various areas like
Marketing, Planning, Administrative, Operation & Management and
Finance. Each department works under GM telecom district.

GM delegates our some duties to DGM. DGM is the head of the

department. These posts are highly responsible because DGM is the
main person of the department and DGM gives various approvals of
works. This approval leaves various effect of the department like
financial, working efficiency, functions of departments and field officer
works.

Basically BSNL city center works in departmental approaches or

functions. This office provides a support to other departments or
employees of BSNL. In this office calculated various function of
employees like salary of employees, departmental information, various

37
tenders, payment of vendors, departmental expenditure of general
provident funds etc.

But this office run a collection center this collection center collect
various telephones/mobiles/broadband bills.

7.16 Mission

• To become the largest telecom Service Provider in South east Asia.

• To provide world class State-of-art technology telecom services on
demand at affordable price.
• To provide world class teleCOM INFRASTRUCTURE TO
DEVELOP COUNTRY 'S ECONOMY .

7.17 Objective

• To be the Lead Telecom Services Provider.

38
• To provide quality and reliable fixed telecom service to our customer
and thereby increase customer's confidence.
• To provide mobile telephone service of high quality and become no. 1
GSM operator in its area of operation.
• To provide point of interconnection to other service provider as per
their requirement promptly.
• To facilitate R & D activity in the country.
• Contribute towards:
• National Plan Target of 500 million subscriber base for India by
2012.
• Broadband customers base of 20 million in India by 2010 as per
Broadband.

8. Research Methodology

Research methodology is the way to systematically solve the

research problem. It may be understand as a science of studying how
research is done scientifically. In it I study the various steps that are
generally adopted by a researcher in his research problem along with
the logic behind them. It is necessary for the researcher to know not
only the research method but also the methodology.

I not only talk off research method but also consider the logic
behind the methods. The use in conduct of my research study and
explain why I am using a particular matter for technique and why I am
using others. So those research results are capable for being well
evaluated by others.

39
8.1 Research Objectives

Marketing research is a systematic collection, analysis,

interpretation and reporting marketing managers to solve some
marketing opportunities. This particular research study was
undertaken and design with some predetermined objectives. The main
objective of the study is to evaluate the” Penetrate the Market for
BSNL.

The objectives of the research are:

 To know about the popularity of BSNL plan among the consumers

in India.
 To know about the brands of GSM and their market capitalization.
 To study about the competitive strength of BSNL.
 To know about the consumer’s preferences and expectations with
regard to the choice of GSM SIM for various plan of BSNL
 To motivate the dormant retailers for continuing trade with BSNL

40
 To create awareness in dormant retailers about benefits which
offered by BSNL to small retailers directly or indirectly?
 To know about the visibility of nearest competitors or rivals of BSNL
in the Rajasthan market.

8.2 Research Design

Research design is the arrangement of conditions for collection &

analysis in a manner that aims to combine relevance to the research
purpose with economy in procedure.

8.3 Research Instruments

A complete questionnaire is prepared on the basis of consumer

behavior & satisfaction with regard to radial tires.

The questionnaire was designed keeping the following point /

question in mind:

 Is the question required?

 Has the respondent experienced the situation described in the

question?

 Is the question testing the respondent’s memory?

 Is the respondent likely to remember such information?

 Will the respondent part with the information voluntary?

41
 Can a single question be fragmented into small but multiple
questions for better understanding?

8.4 Sampling Plan

a) Sample Frame
The sampling frame is the whole population since is based on the
selling behavior of all units’ presents in the population that is the
targeted to all the units in the population.

The process involved breaking up the various types educational

institute of Jaipur city. This division was made in such a way that each
one major area of education get place in the study, be it technical or
professional or other area of study. There by each of these areas of
study sample were drawn randomly or by stratified sampling.

b) Sample Size
20 colleges & 200 dormant retailers of handsets in prepaid sales.
There are near about 225 educational institutions in Jaipur including all
technical and professional institutions. So I select 20 colleges including
boys and girls colleges, technical and non-technical colleges,
professional and non professional institutions. Hence in this project
sample size is around one fourth of population size. We just collect
information about dormant retailers and ask question accordingly
questionnaire.
A definite plan was drawn up for obtaining a sample from
different areas of educational institute of Jaipur. Thus sample size has
been determined using a particular method. The availability of
resources in terms of infrastructure of field force. Time and cost was
also taken into account.

42
8.5 Sampling Design

A sample design is a definite plan for obtaining technique or

procedure. The researcher would adopt in selecting items for the
sample.

Types of sample design: -

• Random sampling: - In random sampling, each of the population

has a definite reassigned probability of being selected in the
sample.
• Stratified sampling: - Under stratified sampling the population is
divided into several sub population (strata) that are individually
more homogeneous than the total population & then select items
from each stratum to constitute a sample.

8.6 Facts & Findings

The preparation of financial statements of Bharat Sanchar Nigam

Limited, New Delhi (BSNL), for the year ended 31st March 2014 in
accordance with the financial reporting frame work prescribed under
the Companies Act, 1956 is the responsibility of the Management of
BSNL.

Based on my analysis, I would like to highlight the following

significant matters under Section 619(4) of the Companies Act, 1956
which have come to my attention and which in my view are necessary
for enabling a better understanding of the financial statements and the
related Audit Report.

A. Balance Sheet
a) Equity & Liabilities
1. Current Liabilities (Note No. 11) - Other Current Liabilities - Rs
6823.63 crore

43
 Dot, after completing provisional assessment of License fee for the
years from 2006-07 to 2008-09, raised an additional demand of Rs
4076.62 crore apart from Rs 378.30 crore towards demand for short
payment of license fee of for the year 2012-13. The Company did not
provide for the same but disclosed it is a contingent liability. As the
demand was based on assessment, the same should have been provided
for. Non-provision has resulted in understatement of other current
liabilities as well as accumulated loss by Rs 4454.92 crore.

B. Statement of profit and Loss

1. Expenses - Other Expenses -License and spectrum fee - Rs 2243.30
crore
The does not include ` 1428.62 crore being the penalties imposed
by the TERM Cell of DoT during the year 2013-14. Non-accounting of
the above as expenditure for the year has resulted in understatement of
expenses, Loss for the year and also Current Liabilities by ` 1428.62
crore.
2. Employee Benefit Expenses (Note No. 24) - Pension Contribution –
Rs 889.14 crore
The above head is understated by Rs 707.03 crore due to charging
of pension contribution of absorbed employees on the bases of actually
drawn pay instead of on maximum pay during 2011-12, 2012-13 and

2013-14. This has also resulted in understatement of provision as well as

accumulated loss by Rs 707.03 crore.

C. General Comments
1. Persistent Non-Reconciliation of balances with MTNL
As per accounts of BSNL for the year 2013-14, the amount
recoverable from and the amount payable to Mahanagar Telephone
Nigam Limited (MTNL) on current account have been disclosed as Rs
3517.95 crore and Rs 996.02 crore respectively resulting in net
recoverable amount of Rs 2521.93 crore from MTNL. However, as per
approved annual accounts of MTNL for the year 2013-14, the amount
recoverable from and the amount payable to the Company was Rs
4186.04 crore and Rs 1828.25 crore respectively resulting in a net
recoverable amount of Rs 2357.79 crore from BSNL. Thus, there was
net difference of Rs 4879.72 crore in the receivable/ payable amounts
between these two Government Companies under the same Ministry.

44
8.7 Data Collection

Since the study, undertaken by me is descriptive research, I have

concentrated on primary data through survey and collection by
secondary data.

8.8 Source of Data Collection

45
Data is collected from two methods:-

a) Primary data:-
The questionnaire for data collection according to the information
required from the consumers was designed. The region undertaken for
the research is Jaipur (Raj.). Different areas selected for collection of
data through questionnaire and interviews.

b) Secondary data:-
Secondary data is collected from books, newspaper, magazine and
websites.

9. SWOT Analysis

9.1 What is SWOT Analysis?

A SWOT (Strengths, Weaknesses, Opportunities, and Threats) is
a tool used to provide a general or detailed snapshot of a company's
health. A SWOT analysis stands for Strengths, Weaknesses,
Opportunities, and Threats and is a simple and powerful way to analyze
your company's present marketing situation.

9.2 Why use a SWOT Analysis?

46
 In any business, it is imperative that the business be its own
worst critic. A SWOT analysis forces an objective analysis of a
company's position vies a Vies its competitors and the marketplace.
Simultaneously, an effective SWOT analysis will help determine in
which areas a company is succeeding, allowing it to allocate resources in
such a way as to maintain any dominant positions it may have. Below
are numerous, current example SWOT analyses for sale.

9.3 How to perform a SWOT Analysis?

A SWOT Analysis is an integral part of a marketing plan and can
also be part of a business plan. Knowing what a SWOT Analysis is and
how to perform one is very important.

a) Strength

1. Knowledge. BSNL is ranked fastest growing company in

Rajasthan state.
2. Relationship selling. We get to know our customers, one by
one. Our direct sales force maintains a relationship.
3. History. It has loyalty of customers and vendors. It is local.
4. The other company in telecom sector was merged different
companies. But BSNL did not take over any small telecom
company. It establishes and develop broad network on its
own.

47
b) Weakness

1. Company has a large physical network, so some times it is

very difficult to manage all this in an idle manner.
2. In comparison to strong competitors the visibility of BSNL
is not satisfactory.

c) Opportunity

1. The financial strength of this is a backbone of India.

2. Training. The company provides in-depth training to their
employees and frontline sales executives.
3. Service. As BSNL target market needs more service, the
competitors are less likely than ever to provide it. Their
business model doesn't include service, just selling.
4. The large number of population which have still do not
have mobile could be target customer of BSNL
5. The brand image of BSNL is strong plus point with BSNL
so it is a great opportunity in front of Reliance infocomm
that they should avail this brand image.

48
 d) Threat

1. The strong competitors of BSNL, Airtel just signed an

agreement with Nokia by which Airtel will increase its
network across country.
2. Some companies like Idea planning to open its services in
Rajasthan. So coming time is going to be very tough and
competitors.

10. Conclusion

 BSNL offered some attractive plans only for big player of the
market, which purchases the products in bulk so that small retailer
of the market suffered from lack of demand and other problems.

 In almost ten zones above twenty per cent retailers express that
price discrimination is the basic cause to stop trade with of BSNL.
Some big retailers offered the same product at lower price. They
directly or indirectly entertain the benefits offered by company.

 Almost twenty percent said that they focused on core business

because it’s negatively affecting their core business. So their overall
sales decreased. Frequent change in schemes also make
uncomfortable to focus on core business.

49
  Ten to fifteen per cent retailers are not satisfied with the services
provided by of BSNL. Particularly in area small retailers are not
satisfied with salesman services. Sometimes salesman did not give
additional benefits offered by company whereas some retailers
demanded hoarding and other things.

 Almost more than twenty five percent retailers are suffered from
lack of demand and less margin. If a same product available at
cheaper rate at big players shop then why they purchased from
small shops. Price discrimination is in the root of lack of demand.

 Less than ten percent stop trade due to other reasons like some
suffered from financial problems, some opened a new business and
some due to familiar problems.

11. Suggestions

 Removal of fixed termination charges will help BSNL serve its

customer better. It will come up with better offers in next financial
year. Customers will be able to get more affordable services.

 BSNL should also plane such kind of schemes, which are benefited to
small retailers. Big players of the market later on directly or
indirectly affect the sale and performance of company and direct
sales associates.

 BSNL can start a training and awareness program for small retailers
and employees.

 Make sure that its salesman maintains its brand name and prestige
of company.

50
 Company should not change the schemes frequently because it
creates non-comfertability among small retailers.

 Know our self-Our Duties and Responsibilities-Execute judicially

and sincerely.

 Daily review previous day’s tasks-analyze-take remedial action for

lapses-get solutions for problems-guide sub-ordinates properly-right
thing-right direction.

 Focus on Customer Satisfaction- Know them-know their needs-

Fulfill their needs. Effective use of CSCs and CCCs-single window
system-avoid making customer to run pillar to post. Know their
hopes, dreams, needs, problems, and desires and then set about to
help them improve their lives with our information and products or
services.
 Make a smile for a while-All the evils will go away. Receive the
customers pleasantly-guide them and treat them properly.

 Provide Quality Products / Services – provide consistent quality and

value in what you do.

 Use Skilled and Experienced Management Team – Use them at right

place-Give suitable work-Review the performance periodically.

 Identify Loyal, Committed and Productive Staff – Select effective

and efficient employees-Provide them all infrastructures to improve
productivity.

 Innovative culture – continuously improving/bettering what and how

the business does.

 Solid Financial Management Systems – good control and

performance analysis mechanisms-Remove loopholes for frauds.
Safeguard integrity in financial reporting.

 Effective supervision-direct and indirect methods-collect materials

impartially-take appropriate action.

51
 Access to Capital to Develop and Grow – adequate funds to grow and
sustain the business.

 Competitive advantage – establishment and maintenance of a unique

point of difference.

 Quality Planning – establishing the destination and plotting course.

 Good Corporate Governance-Promote ethical and responsible

decision making-make timely and balanced disclosure- Remunerate
fairly and responsibly.

 Make automation-then and there clear all works-move to paperless

work.

 Socialize with our customers – Social networking allows socializing

and learning more about our customers. In turn, you will become
better at meeting our clients’ needs and increase our bottom line.

 Make time to strategize – Take decisions at appropriate time.

Indecisiveness makes all things to collapse. A goal on paper is just
words or an idea of what we want to have. A strategy or plan is also
required. How are we going to achieve our goals? Set time aside on a
regular basis to analyze where we are, what we want, and how we’re
going to get there.

 Reward loyalty – Whether we establish a formal loyalty program

where customers receive points or discounts based on how much they
spend or we simply give out a discount to loyal customers from time
to time, people love to receive acknowledgement. Rewards let our
customer know they’re appreciated and they foster continued
loyalty.

 Become an expert – There’s always room for more learning and the
more knowledge we have about our industry or product, the more
you’ll be able to display this knowledge. Teach our clients something
new and we will profit in the end.

52
 Take time to set goals – Goals are an important part of every
business because they motivate us to achieve. Make a list of goals
specific to our business and steps to take to reach those milestones.

 Continuing education – One thing is true, there is always more to

learn. Set aside time each year to improve our knowledge and skills.

 Pay attention to the competition – Even if you are the industry

leader, pay attention to our competitors. We might be surprised what
we can learn from other experts and then we can position our self
competitively.

 Find Best Practices: Every industry has its own best practices or
ways of doing things that are tried and true. Avoid wasting money
and time reinventing the industry is generally a good approach.

 Motivate Staff: Talented and motivated staff members can bring on

big improvements in business.

 Know our Limits: Every successful businessman should have a clear

idea of their limitations. By knowing our limitations, we can manage
our resources and find help in area of weakness.

12. Annexure

BSNL Sales Coverage in Education Institutions of

Jaipur.

1. Name of the College:

Courses No. of Seats No. of No. of Localities Outsiders

Offered Boys Girls

53
2. No. of Faculty Members:

3. Hostel Facility: a) Yes b) No

If Yes,
No. Of Hostellers No. Of Boys No. Of Girls

4. Canteen: a) Yes b) No
a) Telecom Operator Available.
BSNL Reliance Airtel Tata-indicom
b) Can we place BSNL stocks?
Yes No
If Yes, Contact Person: _____
Tel. No.: _______________

5. Nearest Telecom Retailers:

Name: 1__________________________2__________________________
Address:
Tel. No.:
Distance from college:

6. Nearby Markets: l.________________

2.________________

7. Visibility of BSNL
Excellent Good Average Bad

8. A) Availability of Other Operators:

Airtel Vodaphone Reliance Tata-indicom

b) Visibility of Other Operators:

54
 Airtel Vodaphone Reliance Tata-indicom

9. Remarks: ________________________________

Retailer Retention

Name of the Retailers -------------------------------------------------

Address -----------------------------------------------------------------

Zone No. ------------------------------------------------------

Still Deal in pro BSNL ducts (Y/N)

6. Total sales / monthly :

7. Total sales of BSNL :

55
13. Bibliography

Books:
• Agrawal M.R., Financial Management, Garima Publication,
Second Edition 2010.
• Avadhani V.A., Securities Analysis and Portfolio
Management, Himalaya Publishing House, Ninth Edition
2008.
• Chunawala S.A., Financial Management, Himalaya
Publishing House.

56
 • Gordon, Natarajan, Management of financial services,
Himalaya Publish House.
• Gupta V.k., Marketing of Financial Services, Mohit
Publication, Third Edition 2004.
• Kothari C.R, Research Methodology, New Age International
Publisher.
• Max Manfred Benjamin, Method Research, Sanga
Publication, New Edition.

Websites:
1. http://www.slideshare.net
2. http://en.wikipedia.org
3. http://www.financialexpress.com/news
4. http://www.managementparadise.com
5. http://www.bsnl.co.in
6. www.google.co.in
7. in.answers.yahoo.com

57