CONTENTS

Chapter: 1 page no

About the organization

Organizational Structure& Hierarchy

Objectives of BSNL

Products & services

Business processes

SWOT Analyses

Marketing strategies

Research Methodologies

Data analysis & interpretation

Findings

Conclusion

Suggestions

Limitation of study
 BHARAT SANCHAR NIGAM LIMITED

1.1. About the organization

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services in

India:

The telecommunications system in India was thrown open to private players in the

1990s. The country is divided into multiple zones, called circles (roughly along state

boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are

circles in their own right. The government owned BSNL runs local, mobile and long

distance telephone services all over the country (except in the Delhi and Mumbai

circles). Several private companies give competition to BSNL/MTNL in different

circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and

Mumbai). There are other companies too, such as Touched and Tata Teleservices

which do not have a pan-Indian presence. Reliance Infocom has licenses’ to provide

services all over the country, but have started off only with CDMA mobile and fixed

mobile services (where the phone is not wired to the exchange, but is used like a fixed

line at home or office).

Landlines are now facing competition from mobile telephones (GSM and CDMA

based). Mobile phone connections are readily available from private companies for
relatively low prices. The competition has forced the government owned monopoly

BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network

quality has improved and landline connections are now usually available on demand,

even in high density urban areas. In addition to the government monopoly, there are

several private landline telephone companies, notably Reliance and Tata Teleservices

and Bharti (which runs the landline company Touched and the mobile company

Airtel). Long distance service is now more comprehensive and cheaper, carried

primarily on fiber optic cable. There are several private long distance companies; the

government owned BSNL continues to use its monopoly against them. However, the

competition has caused prices to drop and calls across India are now comparable in

price to calls across the continental United States.

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation

Limited) is a public sector telecommunication company in India. Bharat Sanchar

Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications

Company providing comprehensive range of telecom services in India: Wire line,

CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,

VSAT, VoIP services, IN Services etc. Within a span of five years it has become one

of the largest public sector units in India.

BSNL has installed Quality Telecom Network in the country and now focusing on

improving it, expanding the network, introducing new telecom services with ICT

applications in villages and wining customer's confidence. Today, it has about 47.3

million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM
Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,

480196 R km of OFC Cable, 63730 R km of Microwave Network connecting 602

Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest

telecommunication company with 24% market share as on March 31, 2008. Its

headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath,

New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector

companies in India.

BSNL is India's oldest and largest Communication Service Provider. Currently has a

customer base of 73 million as of June 2008. It has footprints throughout India except

for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.

Corporate assests

Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54698

Crores (US $ 13.67 billion), which are in the form of Land, Buildings Cables,

Apparatus & Plants etc. as on 31.03.2008.

1.2) Organizational Structure

Board of the director

 Phone
Designation Name (Office) Fax No Email
CMD KULDEEP 23372424 23372444 cmdbsnl@bsnl.co.in 

GOYAL
Director(Enterprise) RAJENDRA 23734064 23734166 dir.enterprise@bsnl.co.in

SINGH
Director(Finance) GOPAL DAS 23714141 23314141 dirfin@bsnl.co.in 
Director(Human GOPAL DAS 23734070 23734072 dirhrd@bsnl.co.in 

Resource)
Director(Consumer Rajesh Wadhwa 23037142 23734242 diro@bsnl.co.in 

Fixed Access) 23738999

Director(Consumer R.K.Aggarwal 23734073 23734075 dirplg@bsnl.co.in 

Mobility)
Company Secretary & H.C.PANT 23353395 23353389 csgml@bsnl.co.in

GM(Legal)

ORGANISATIONAL CHART
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 country's economy.

1.3) Objective:
1. Build customers confidence through quality and reliable services.

2. Provide bandwidth on demand.

3. Contribute towards national plan target of 10 corer subscriber base for the

country by 2010.

4. Broadband customers base of 20 million in the country by 2010.

5. Telephone in all villages.

6. To be the Lead Telecom Services Provider

To facilitate R & D activity in the country. Contribute towards:

 i. National Plan Target of 500 million subscriber base for India by 2010.

ii. Broadband customers base of 20 million in India by 2010 as per

Broadband Policy 2004.

iii. Providing telephone connection in villages as per government policy.

1.4. Products & services

Telephonic services:

Countrywide telephone service is being provided through 32,000 electronic

exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public

Switched Telephone Network (PSTN)  all interlinked by over 2.4 lakh km of Optical

Fiber Cable, with a host of Phone Plus value additions to our valued Customers.

BSNL's telephony network expands throughout the vast expanses of the country

reaching to the remotest part of the country.

With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone

plus services, converting your old basic telephones to a sophisticated tool which can

be used for a variety of applications.

Hot Line

At the same time you may want to have the flexibility to dial any other number of

your choice. It is possible to have this facility in the digital exchanges by the delayed

hotline feature. The number of your choice can be programmed by the exchange staff

at your request. After doing so if you lift the telephone and do not dial within 5
seconds, you will be automatically connected to the programmed number. However if

you start dialing within 5 seconds, you can make an outgoing call as usual.

Call Transfer

Using this facility Calls can be forwarded to another telephone number designated by

you

Call Waiting

This facility lets you receive incoming calls even when your telephone is busy. You

will get a short duration pip-pip tone when you are busy talking, indicating that

another call is waiting for you, provided you have activated this facility. You can talk

to any one of the callers keeping the other waiting. Complete secrecy of

communication between the two callers is maintained.

Abbreviated Dialing:

You may be calling a few people very frequently. It is possible to program these

numbers as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be

programmed for abbreviated dialing. It is ideal for STD/ISD.

Automatic Wake-Up/Reminder Call Service: When you want to be given reminder at

a specific time, all you have to do is to call the exchange and leave the time you want

to be reminded. The facility allows you to initiate a call automatically by the exchange

at a fixed time specified by the user of the telephone.

Mobile services:

Fastest growing and number one cellular service in India, providing postpaid and

prepaid services makes cellular telephony to the masses, through innovative

technology and strategic pricing. Our entry into this sector has brought GSM cellular

service at an affordable cost to the common man. All serving a single objective, to

provide better communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh

Cellular customers within ten months of launch of Cellular service, an unprecedented

mark in Indian Cellular Market.

Post paid services:

BSNL Mobile offers you a host of value added services and unmatched features  not

found in any other Cellular service

As a proud subscriber of BSNL Mobile service you will stay in touch with your nears

and dears anywhere in India because BSNL Mobile is the only Cellular service which

is available in all major cities and  covers all major highways. BSNL Mobile gives

you all India roaming facility (including Delhi and Mumbai) and International

roaming facility to more than 300 networks across the world.

Prepaid services:
BSNL Mobile prepaid service offers you a host of value added services and

unmatched features not found in any other Cellular service. All India roaming facility

is also available on BSNL mobile prepaid service.

Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of

Rs. 50/- is given to all subscribers.

A host of value added services are also available at very economical charges:

1. Call Forwarding(within same Service Area)

2. Call Conferencing

3. Call Waiting and Call holding facility

4. Voice Mail Service

5. Short Message Service (SMS)

6. All India Roaming

WLL- wireless local loop

Wireless in Local Loop WLL

The BSNL Land line network using radio frequency signals instead of conventional

copper wires, for the full or part connection between the subscriber and the exchange

this comes with superior voice quality and high speed data capabilities. CDMA is

popular with more than 100 million subscribers worldwide, and the number keeps on

increasing exponentially. in this case, subscriber can carry a small handset of CDMA

technology. There is no antenna or    any other equipment at subscriber’s premises.

BSNL WLL CDMA services:

It offers host of value added services at virtually no cost to our esteemed subscribers.

Customer may get the handset by paying premium approx. Rs. 20/- per month only for

the comprehensive policy taken for the cost of handset.

SERVICES:

BSNL WLL-offers you a host of value-added services:

 1. CLIP (Caller Line Identification Presentation):  enables you to view the

number of the calling person when you receive a call

2. CLIR (Call Line Identification Restriction):   enables you to block

presentation of your own number on a called person's phone

3. Voice-mail service:  24 hour personal call answering service

4. Call waiting: allows you to receive an incoming call while already

engaged in one call

5. Call hold:  allows you to put a current call on hold and make a second

call

6. Call divert:    allows you to divert calls within your SDCA

Internet services:
Internet service throughout the entire B country (except in New Delhi and

Mumbai) under the brand name of”Sancharnet". Sancharnet provides

S
free all India roaming and enables it's users to access their accounts, using the

same access code (172233) and user ID N from anywhere in the Country. In order
to make Internet available throughout the length and breadth of the

Country Internet Dhabas are being

L commissioned at all the Block

Headquarters. BSNL has also started DIAS  and Account free internet access

(CLI based) facility on few select cities b recently.

r
 The Sancharnet Card" is a prepaid Internet Access Card with following
o
features: 

a
1. Self-register for internet access with your choice of use rid

2. Renew your existing d Sancharnet Account

3. Wide Range of Internet Access Packages

b

B
Wireless-Fidelity (Wi- Fi)
S

L
Wi-Fi Services have been introduced for providing high speed internet access at

convenient public locations hereunder called as Hot Spots. Installation of Hot Spots is

already under process at various cities/ locations.

BSNL Managed Network Services

BSNL Managed Network Services is an All-in-One comprehensive bundle of

hardware, connectivity packages and managed services. It is a solution that simply,

affordably and reliably supports your business. BSNL Managed Network Services is a

fully managed Secured Data services, providing a truly one-stop and a complete

experience that significantly reduces risks and complexities involved in implementing

and maintaining a robust IP network. It brings together all of a business'

communications needs in an integrated offering. With the promise of an integrated

platform with one-stop convenience and fully managed experience.

Service Package:

BSNL Managed Network Services is beyond technical integration of the best-in-breed

network and hardware setup. It offers truly executable technical and business

propositions for your business today:

 No CAPEX

 No risk of technical obsolescence

 Scalable according to changing business needs

 One helpdesk number to call for troubleshooting and fault resolution.

  Integrated customer report (Web Based) giving you a complete  view of your

network.

To ensure one stop solution for all connectivity needs, better manageability and

accountability, BSNL offers Managed Network Services which includes

Enterprise Broadband, Internet and MPLS VPN connectivity as completely

managed offering. With an integrated service option, you would enjoy benefit of

an SLA backed network services with convenience of being supported by single

helpdesk number for your network connectivity, hardware related issues. Other

benefit includes

ISDN
ISDN Has emerged as a powerful tool worldwide for provisioning of different

services like voice, data and image transmission over the telephone line through

the telephone network. ISDN is being viewed as the logical extension of the

digitalization of telecommunication network and most developed countries are in

different stages of implementing ISDN.

An ISDN subscriber can establish two simultaneous independent calls (except

when the terminal equipment is such that it occupies two 'B' channels for one

call itself like in video conferencing etc.) on existing pair of wires of the

telephone line (Basic rate ISDN) where as only one call is possible at present on

the analog line /telephone connection. The two simultaneous calls in ISDN can

be of any type like speech, data, image etc. The call setup time for a call between

two ISDN subscribers is very short, of the order of 1 to 2 seconds. ISDN also
supports a whole new set of additional facilities, called Supplementary Services.

 Connectivity

The ISDN subscriber will have full connectivity, nationally, to other analog

telephone subscribers. At present ISDN services are available to and from India

for the following countries:

o Australia

o Austria Belgium

o Canada

o Denmark

o France

o Germany

o Ireland

o Italy

o Israel

o Japan

o Malaysia

o Netherland

o Norway

o Philippines’

o Singapore

o Switzerland
 o Thailand

o U.A.E

o United Kingdom

o U.S.A

 Services Offered By ISDN

Normal Telephone & Fax (G3)

Digital Telephone -with a facility to identify the calling subscriber number and

other facilities.

G4 Fax

Data Transmission at 64 Kbps with ISDN controller card

Video Conferencing at 128 Kbps

Video Conferencing at 384 Kbps (Possible with 3 ISDN lines)

ATM
 Variety of supplementary Services supported by ISDN.

o Calling Line Identification Presentation(CLIP)

o Calling Line Identification Restriction(CLIR)

o Multiple Subscriber Number(MSN)

o Terminal Portability(TP)

o Call Hold(CH)

o Call Waiting(CW)

o User to User Signaling (UUSI)

Leased line:

Transmit data between computer and electronic information devices, BSNL provide

data communication services to its subscribers.  It offers a choice of high, medium and

low speed leased data circuits as well as dial-up lines.  Bandwidth is available on

demand in most of the cities.  Managed leased Line Network (MLLN) offers

flexibility of providing circuits with speeds of n x  64 Kbps up to 2 Mbps.  Useful for

internet leased lines and international principle Leased Lines (IPLCs).

For dedicated point to point speech, private wire, tele-printer and data circuits are

given on lease basis.  Leased circuits are provided to subscribers for internal

communication between their offices/factories at various sites within a city/town or

different cities/town on point to point basis, or on a network basis interconnecting the

various sites.

Managed Leased Line Service (MLLN): The MLLN is a Managed Leased Line

Network system which is proposed to provide Leased line connectivity.  The State-of-

the-art technology equipment MLLN is designed mainly for having effective control,

monitor on the leased line so that the down time is very much minimized. Details>>

 Services

Hot Line or Private Wire - Speech Circuits- Local or Long distance circuits within

two locations in a city or between two different cities provided for the same applicant.
The Terminating equipment at both ends is telephone without dialing facility. Both

way signaling and speech is possible.

Data Circuits - Local or Long distance data circuits at different speeds viz.  Nx64

kbps and 2 mbps. Data Circuits are of different types:

Point to Point Data Circuits - Local and Long Distance

Private Data Network - More than one Local or Long Distance leased circuits

converging on a location such that data from one leased circuit can be transferred

automatically to another leased circuit for the same subscriber.

Closed User Group - Leased circuits can be used by more than one legal entity if

they form closed user group. The following categories of user groups constitute closed

user groups for the purpose of licensing Private Telecom Networks. 

o Travel agents issuing tickets on the member airlines, whose network they

use including the network of a group of member airlines.

o Computerized Reservations System (CRS) service providers owned by

airlines.

o Shared networks of banks for use of Automatic Teller Machines (ATMs),

Electronic Points of Sale (EPOS)/credit authorization terminals.

o Financial institutions registered primarily to deal in securities and their

agents/dealers.

o Financial institutions registered as Mutual funds and their agents.

 o Financial institutions which are registered as depositories and their

agents/dealers.

o Other non-banking financial institutions.

o Producer of goods and his whole -sale traders /agents.

o Provider of service (not being a telecommunication service) and his whole-

sale traders/agents.

o Producers of same categories of goods.

o Providers of the same category of service.

o Holding company and its subsidiaries.

o Interconnected undertakings.

Intelligent Network:

Recognizing the rising expectations and requirements of the customers, BSNL

endeavors to harness the rewards of telecom revolution.  Towards this, we have

redefined the term 'telecom service' by introducing value added services in the form of

intelligent network.

This technology makes possible, time and cost effective services, optimized solutions,

meeting the exact needs of the customers, in additional business for you.

How it works?

 Intelligent Network provides a framework to create various services in a centralized

place independent of the switch. In IN, calls generated by a subscribers are routed
(Circuit Switched) to the nearest Service Switching Points, which in turn , consults,

the Service Control Points (SCP) on high speed CCS 7 links to get the necessary

information for further routing of the call. IN Services can be used by subscriber

connected to any type of exchange using existing telephones. 

Services Offered

Free-phone Service - Call charges paid by the called person.  Ideal for service and

Tourism industry.
Premium Rate Service - A great tool for professionals to sell priced

information/consultation on phone.
Indian Telephone Card - A pre-paid facility for making local, STD or ISD calls from

any telephone.
Virtual Private Network - Normal telephones programmed to work as cheaper and

flexible - nationwide - private network.

Voice Virtual Private Network - The Voice VPN service enables the subscribers to

establish a private network using public network resources.

Universal Number - A unique number nationwide.
Universal Personal Number - A unique personal number nationwide.
Tele voting - for conducting opinion polls and surveys using BSNL network.
Account calling Card - For those who want to have a permanent account with BSNL

can make use of this service.  This is similar to India Telephone Card.

FREE PHONE (FPH) SERVICE This service is an ideal business promotion tool

for business communities who want their customers to call them free cost.  Totally

customer oriented organizations can provide information about their products, allow
customers to place orders or even register their complaints/suggestions and offer

assistance to customers without the user getting charges.

 Any user in the telephone network can call the FPH number free of charge.

 All the charges are levied on the service number (one who subscribes for the

service and receives the calls).

 For the calling user the calls are free of charge.

 The service subscriber is allotted a FPH Service number (five digits). For same

FPH service number, the subscriber can have many destination numbers.

 Any subscriber who is willing to become a free phone subscriber outside the

cities where the IN Switches are installed, the call charges will be as per the

national STD tariff.

 The charges indicated here are FPH service charges and they do not include the

normal charges levied for basic telephones.

PREMIUM RATE (PRM) SERVICE 

A subscriber to this service can receive or make calls using his Universal Personal

Number from any BSNL phone. The subscriber will be given some management

codes and password. Using that he can convert/reconvert any BSNL phone into his

Universal Personal Number. All the calls made by subscriber using his UPN will be

billed at his UPN by the IN platform. The subscriber will be able to get all his calls

incoming on the UPN number anywhere in India. The present PRM service is

accessible only through ITC.

India Telephone Card

(ITC) Service

100, 200,1000,2000,5000

India Telephone cards are available on sale at all the Customers Service Centers of

BSNL and through its franchises appointed in different cities. ITC card purchased in

one city can be used in any other city where this service is available.    

This is an access code based service, all IT Cards calls are preceded by the code

1802xyz as shown in the IT Card.  This enables you to dial the IT Card number after

dialing the access code.  On dialing, you are informed of the balance amount against

your IT Card, after which you can dial the destination number.
Video Conferencing Services
It involves Video and Audio communication. It's about connecting people. A video

conference subscriber can add two or more video participants in a particular

conference. The customers can schedule their video conferences through the Web.

The video conferencing service can be availed by any user through IP or ISDN

interface. The service is available to existing BSNL subscribers only. The Video end-

point required for conferencing should be ITU - H.323/H.320 compliant. Any

conference scheduled can have both Dial-in and Dial-out participants on either IP or

ISDN. The customer will have to procure the video end-point from the market.

Personal computer user can download the software called "PVX" from BSNL's Video

Conferencing Portal to avail the Video Conferencing facility with their web-cam. This

software will be made available shortly at BSNL's Video Conferencing Portal.

Audio confrencing services:

An audio conference subscriber can add two or more participants in a particular

conference. The customers can schedule their audio conferences through the Web or

through IVR. The service is available to existing BSNL subscribers only. Any

conference scheduled can have both Dial-in and Dial-out participants. Conference can

be scheduled one time or standing. A standing conference is always on. The

authorized participants have just to dial in a particular telephone number followed by

a password to enter into a conference.

I-net services

Change your way of doing business by networking your computers, data terminals,

hosts and LANs in different offices and manufacturing units both within the country

and outside, through I net - an X.25 based packet switched Public Data Network of

BSNL. It provides extremely cost effective and reliable solution to your High Speed

Wide Area Networking needs. 

I-net gives following applications :

a. Electronic Mail Services 

b. Corporate Communications 

c. Information Retrieval 
 d. Database Services 

e. Remote Job Applications 

f. Credit Card Verifications 

g. Travel Reservations

h. INTERNET connectivity

Services on I-net
Fast Select To send even one packet of data, a Data Terminal must exchange at least

3 packets to establish and later release the logical connection. This overhead is

avoided by Fast Select facility, whereby the Terminal may send up to 128 octets of

data in the CALL REQUEST/INCOMING CALL packet. This is useful in

applications like Credit Card Verification Systems leading to enormous savings in the

communications cost.

  Charging Information Indication

In applications like the Public Call Office (PCO), information about the Data

transacted and the duration of the call are required to bill the call. Charging

Information Indication displays this information at the end of each call. Even if this

facility is not subscribed for, charging information may still be obtained on a per-call

by indicating the requirement in the facility field.

Connections Types: - There are basically two types of connections:-

Dialup Connection: The Dialup connection is recommended for persons requiring

not-so-frequent use of I net and who doesn't require receiving Incoming calls. A NUA

and an NUI is allotted to the dialup user.

Leased Connection: A Leased connection allows a subscriber instant I net access. It

is suitable for High data transfer requirements. Server applications can be easily built

on it. In the Leased connection, an X28 connection allows only one Data Transfer at a

time, while an X25 connection allows multiple persons to communicate at the same

time. X28 is suitable for Mediocre Data Transfer applications, while X25 is suitable

for High Data Transfer or Multiple access applications. For example a Company may

decide to take X28 Dialups for its District Offices, X28 Leased for its Regional

Offices and X25 for its Head Quarter

Permanent Virtual Circuits The Permanent Virtual Circuit initiates a permanent link

between two subscribers of the Network. The Permanent Virtual Circuit replaces an

end-to-end Leased line without the need for call set-up procedure. Very useful for

Corporate Houses wishing to link two or more major offices.

It is like a HOTLINE linking the offices across the country.

  Reverse Charging In Reverse Charged calls, the call is billed on the CALLED

subscriber. This enables Information Bureaus, Computing Bureaus etc. to exclude

communication costs as a part of their services to the customers. I.e. the customer is

able to access the service without having to pay for it.

It is akin to a TOLL FREE number for the CALLING subscriber.

1.5 Business Processes

1. Be leading telecom service provider in India with global presence.

2. Create a customer focused organization with excellence in sales, marketing and

customers care

3. Leverage technology to provide affordable and innovative products and services

across customer segments.

4. Provide a conducive work environment.

 It is true for organizations that the strongest form of vision or motivation is based on

“What Legacy we want to leave.”  And to achieve it, it must take a principled centered

path. History is full of examples that many organizations have vanished grown and

vanished overnight as their path to achieve vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and

all. The best way to implement is to involve them in formulation. But even if it is

conceived by higher management then it has to be explained to each and every

individual of the organization, otherwise it may remain as a showpiece.

Marketing vision of the BSNL has to be based on overall mission and vision of the

organization. The mission of BSNL is to provide world class State-of-art technology

telecom services on demand at affordable price and to provide world class telecom

infrastructure to develop   country's economy.

changing needs as their life styles alter- the development and provision of products

and/or services that continuously seek to satisfy those needs is good Marketing. The
Marketing will focus greater attention on how to deliver customer satisfaction and

organization will begin to structure itself around customer segments and not product

lines. A good Marketing Strategy will take the business vision and apply it to the

customer base. Once marketing is understood, we can define marketing management

as analyzing marketing opportunities, researching and selecting target markets,

designing marketing strategies, planning marketing programs, and organizing,

implementing, and controlling the marketing efforts.

Marketing Process:
Marketing process is broad term and includes all the marketing activities done by

marketing manager to gain all benefits from the market.

Some important marketing processes carried on by marketing manager in bsnl.

o Knowing about product, services or ideas customers want.

o Developing a product with the appropriate features and quality.

o Setting the pricing of the product correctly.

o Product promotion, spreading the word about why customers should buy the

product of your company.

o Selling and delivering the product to the end user. Selling is the act of

persuading or influencing a customer to buy (actually exchange something of

value for) a product or service.

Government involvement in BSNL 

• The Govt. of India currently holds 56.25% stake in the company. Coverage Almost

whole of the nation. The company has also received the “Navratna” status.
How the demand of BSNL is increasing in the market

Some of the factors that contribute towards making higher demand of BSNL in the

market are given bellow:-

• Company providing vital infrastructure.

• Sustained growth.

• Increasing demand in a fast developing economy.

• Cost reduction due to induction of new technologies and computerization.

• Exciting developments in new services every day.

Awards of excellence

• BSNL adds one more feather to its cap. Centre for Excellence in Telecom

Technology & Management (CETTM) has been awarded with the ISO 9001: 2000

Certification for providing training in the field of Telecom Technology &

Management.

• BSNL's Centre for Excellence in Telecom Technology and Management received

ISO 9001-2000 certification on 4th July, 2005. This quality certification is the first

step in developing CETTM as world class training

Centre."

• BSNL with a market share of about 13% of the National Telecom Network has a

customer base of about 4.98 million lines at the end of 2002- 0

1.6 SWOT Analysis:

Strengths:
 1. Established organization with government support.

2. Better coverage of network.

3. So that they can give more stress on advertisement by their different place

exchange representatives.

4. Very much transparent in billing for the satisfaction of all

the subscribers. No hidden system of billing.

5. BSNL maintains solid partnerships with its customers.

6. It has a competitive pricing policy.

Weaknesses:

1. Do not provide smooth service.

2. Frequent network problem.

3. Trade union problem.

4. BASIC TRANS RECIEVER SYSTEM disturbances.

5. Reduce in sales and lack of advertisement.

6. Lack of attraction in terms of customer likings offers. Etc

Opportunities:
1. They have the license to provide 3G services which no other player having.

2. Government support in terms of policy formulation and safeguarding the

companies’ interest
 Threats
1. Increasing number of privet telecom sector players

2. Private players have better systems and processes to the customers

1.7 .Marketing strategies of BSN

                Our visions begin with our desires.

 - Audrey Lords

 We all have some visions of ourselves and our future, and that vision creates

consequences. More than any other factor, vision affects the choices we make and the

way we spend our time.

Visions drive consequences.

Principles drive results.

Key is to base vision on principles.

-         Stephen R Covey.

 It is true for individuals as well as organizations. The strongest form of vision /

motivation is to base vision on “What Legacy we want to leave.”  And to achieve it

we must take a principled centered path. History is full of examples that many

organizations have vanished grown and vanished overnight as their path to achieve

vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and

all. The best way to implement is to involve them in formulation. But even if it is

conceived by higher management then it has to be explained to each and every

individual of the organization, otherwise it may remain as a showpiece.

Marketing vision of the BSNL has to be based on overall mission and vision of the

organization. The mission of BSNL is

i. To provide world class State-of-art technology telecom services on demand at

affordable price.

ii. To provide world class telecom infrastructure to develop   country's economy.

 And the vision of BSNL is

 

   i.       To become the largest telecom Service Provider in Southeast Asia.

In dynamic environment anything permanent is “CHANGE”. So we must revise and

review so that focus is never lost. 

Strong lives are motivated by dynamic purposes. -         Kenneth Hildebrand.

Marketing Objective.
 

The ultimate objective of any marketing activity is to satisfy the customers and today

even a step ahead i.e. ‘delighting’ the customers, for which customers are offered

something beyond their expectations from the service or the product. The objective

being to acquire and retain the customers, who should continually feel that they are

getting more value of the money, they are departing with.

 
Marketing is the establishment, development, maintenance and optimization of long-

term mutually valuable relationships between consumers and organization. Successful

Marketing focuses on understanding the needs and desires of the customers and is

achieved by placing these needs at the heart of business by integrating them with the

organization strategy, people, technology and business processes. At its most basic,

Marketing involves customers, organizations and relationships and the combination

creates the need for the management.

Marketing is about creating a competitive advantage by being the best at

understanding, communicating, and delivering and developing existing customer

relationships in addition to creating and keeping new customers. The concept of the

product life cycle is giving way to customer life cycle, focusing on developing

products that anticipate the future needs of existing customers and creating services

that extend the existing customer relationship beyond the mere transaction. The

customer life cycle will focus on lengthening the life span of the customer with the

organization rather than the endurance of a particular product. Customers have

changing needs as their life styles alter- the development and provision of products

and/or services that continuously seek to satisfy those needs is good Marketing. The

Marketing will focus greater attention on how to deliver customer satisfaction and

organization will begin to structure itself around customer segments and not product

lines. A good Marketing Strategy will take the business vision and apply it to the

customer base.
  According to the Dictionary of Marketing Terms, 2nd edition, published by the

American Marketing Association, c1995,

 “Marketing 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.”

 Once marketing is understood, we can define marketing management process as

analyzing marketing opportunities, researching and selecting target markets, designing

marketing strategies, planning marketing programs, and organizing, implementing,

and controlling the marketing efforts.

In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying

offer and a medium/process to exchange the offer.

2.5 Research methodology

The purpose of research is to discover answers to question through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden

and which has not been discovered. The research methodology, not only the research

methods are but also consider the logic behind the methods. They are in the contest of

our research studied. And explain why we are using a particular method or techniques
and we are not using other. They are in the contest of our research studied. And

explain why we are using a particular method or techniques and we are not using

others.

Research design
Descriptive research design:

Descriptive research is also called Statistical Research. The main goal of this type of

research is to describe the data and characteristics about what is being studied...

Nature of data:

In this study primary data collected from survey method through the questionnaire

Collection of data:

The data were collected from the respondents through the distribution of

questionnaire.

Method of data collection: - Questionnaire is one of the most important tools

of knowing the customer view. Questionnaire helped me to know about the consumer

behavior about BSNL services in BAREILLY CITY

Area of the study- BAREILLY city

Sample size - The sample size is 100 respondents from various age groups and
professions

Sampling method- Convenience sampling

QUESTIONNAIRE:

The following four questions need to be answered in designing an effective

Set of questions or a questionnaire:

1) Will the respondent have the information/knowledge needed to answer the

questions?

2) Will the respondent understand the questions?

3) Will the respondent likely to give a true answer?

2.8 Conclusion
With the help of research we have come to the conclusion that BSNL is a best service

provider in BAREILLY city Because they satisfied the consumers through

providing service. Consumer satisfaction towards BSNL services is positive and

satisfactory. BSNL provide world class state art of technology telecom services to its

customers on demand at reasonable.

2.9 Suggestions
 1. All the service providers are made good advertisements for their service.

Because, advertisements are take little part for influencing the consumers. So

BSNL should make more effective advertisements.

2. The customer care centre should pay more attention in receiving and solving

customer’s complaints.

3. The free incoming calls are key factor for satisfying customer. The Same

strategy should follow in future also

4. BSNL should increase the height of their BTS towers because due to the more

construction works in the area lately due to which the signals are week.

5. BSNL should try to attract the young people.

2.10 .Limitations of the study -

Though the detailed investigation is made in the present study, still there are following

limitations.

1. Information provided by the customers may not be accurate. They may hide some

of the information at the time of filling up the questionnaires.

2. This study is based on the prevailing customer’s satisfaction. But the customer’s

satisfaction may change according to time, fashion, technology, development, etc.

3. As per the population of the study is huge; a sample size of 100 sample respondents

is only covered till now.

. 4. This study is restricted only to the BAREILLY. So, the results may not be

applicable to other areas