I.

ASPIRATION DRIVEN TRANSFORMATION (ADT)

1. Since 1991, Indian Telecom sector has seen unprecedented growth.

2. Jack Welch Ex-CEO of General Electric says “When the speed of change outside the organization
exceeds the speed of change within the organization, ---------------------------------
then the end is in sight”.

3. TRAI - Telecom Regulatory Authority of India - 1997

4. The main role of TRAI is to protect consumer interest.

5. TDSAT- Telecom Dispute Settlement Appellate & Tribunal- 2000

6. BSNL - Bharat Sanchar Nigam Limited - 1st Oct 2000

7. UASL - Unified Access Service License

8. NTP 1999 (National Telecom Policy) projections---- 10% tele density by 2007 &
15% by 2010.

9. BSNL realized maximum revenue through mobile services during the financial year
2008-2009.

10. Soft elements are also important as the hard elements if the organization is going to be
successful.

11. Vision of BSNL under ADT by the year 2013 is

Be the leading telecom service provider in India with Global presence,
Create a customer focused organization with excellence in sales, marketing and
customer service,
Leverage technology to provide affordable and innovative products/services across
customer segments including end to end converged services.
12. M/s BCG (BOSTON CONSULTANCY GROUP) was appointed in BSNL in 2008 for
identifying and introducing the desired change in BSNL.

13. The factors identified by BCG in their survey:

 Lack of shared vision among the employees

 Inability to see big picture ( no clarity on BSNL’s corporate vision and objectives)
 Too broad structure having multiple responsibilities
 Lack of documented role, responsibility and accountability matrix.
 Legacy process

14. SWOT stands for Strengths, Weakness, Opportunities and Threats.

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15. Strengths and weakness are internal elements whereas opportunities and threats are
external elements.

16. Categorizing some features as applicable to BSNL:

A. Valuable assets- copper, fiber, buildings etc. Strength

B. Declining handset costs Opportunity
C. More competitors Threat
D. Large talented man power Strength
E. Low employee motivation & involvement weakness
F. Declining tariff due to competition opportunity
G. Growing market of mobile connections opportunity
H. Age profile of man power weakness
17. Project Shikhar was launched in BSNL in 2008 to launch Aspiration Driven
Transformation.

18. Phase 1 of project Shikhar was aimed to develop a shared aspiration for BSNL future by
creating a 5 year business plan focusing the year 2013.

19. Phase 2 of project Shikhar is the implementation stage.

20. The four important Business Units (BU) responsible for generating revenue and driving
profit in their respective areas are: CFA (Consumer Fixed Access), CM (Consumer
Mobility), EB (Enterprise Business), and NB (New Business).

21. CFA Products = LL, BB, PCO, LL VAS (Director CFA)

22. CM Products = GSM, WLL, WiMAX, Mobile VAS (Director CM)

23. EB Products=Managed services, ILD/NLD, Voice, Data whole sale (Director Enterprise)

24. NB Products = Passive infra sharing, any new business ED ( New Business)

25. KRA = Key Responsibility Area

26. KPI = Key Performance Indicator

27. Project sponsor = Director/ ED in the corporate office who is responsible for overall
guidance, direction and monitoring overall execution.

28. Project champion = CGM/PGM/GM level officer in corporate office who is responsible
for driving implementation of project on a country wide basis.

29. Project coaches = GM/DGM level officer in the corporate office who is responsible for
day to day execution of the project.

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30. TMO = A Transformation Management Office has been set up under GM (Corporate
Restructuring) at BSNL Corporate Office. The TMO is the overall coordinating node for
the implementation phase.

31. Project Vijay = Improving sales and distribution for mobile business

32. Project Udaan= Improving Land Line and Broadband business

33. Project Dosti = Tapping and strengthening PCO business

34. Project Sanchay = Save money, saving fuel cost and inventory management,

35. Project Kuber 1 = focus revenue assurance and key customers, Leased circuit billing,

36. Project Kuber 2 = outstanding collection or bad debts recovery.

37. Project Smile = Customer care, improved ambience of CSC.

38. PSRA = PCO Service Relationship Agency

39. DSA = Direct Selling Agent

40. KMA = Key Managerial Action.

41. Circles under large category are (9)

AP, Gujarat, Kerala, Karnataka, Maharashtra, Rajasthan, Tamilnadu, UP€, and West
Bengal.
42. Circles under Medium category are (8)
Assam, Bihar, Haryana, J&K, MP, Orissa, Punjab and UP (W).
43. Circles under small category are (7)
A&N, Chhattisgarh, HP, Jharkhand, NE-I, NE-II and Uttaranchal
44. HR is a shared functionality through out the organization.

45. GPMS- Group Performance Management System is the management tool used for
monitoring the performance of a unit.

46. Directly reporting to CMD are: ED Corporate Affairs, Company Secretary, V O, GM

(Coordination & monitoring)
47. Role of ED (New Business) ………………………………………………………
has to earn by passive infrastructure sharing and leveraging of BSNL’s real estate such as
vacant quarters, vacant lands and buildings

48. FOS stands for Feet On Street

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 II. ISO 9001:2008 QMS
1. ISO – International Organization for Standardization.

2. ISO head quarters are at Geneva.

3. ISO has come up with product standards as well as process standards.

4. In India BIS (Bureau of Indian Standards) defines the product standards (ISI mark).

5. The process standard of ISO for ensuring quality is called as ISO 9001.

6. Latest (Third) version of process standard is of 2008 and is known as ISO 9001:2008.

7. ISO in Greek means equal.

8. Implementing ISO brings internal benefits as well as external benefits

9. Quality is not absolute, unique, static and by chance.

10. Quality must be defined, achievable and measurable.

11. As per ISO standard, “quality is defined as the degree to which a set of inherent
characteristic fulfills requirements of a process, product or system.”

12. Quality management systems Fundamentals and vocabulary are defined in ISO 9000.

13. In ISO 9004, Quality management systems Guidelines for performance improvements
are detailed.

14. The eight quality management principles on which the QMS (Quality Management
System) standards of the ISO 9000 series are based are:

 Customer focus
 Leadership
 Involvement of people
 Process approach
 System approach to management
 Continual improvement
 Factual approach to decision making
 Mutual beneficial supplier relationships

15. Process- is defined as a discrete part of full work which has defined objective(s),
input(s), output(s), activities, and resources.

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16. A methodology widely used for process improvement is PDCA (Plan, Do, Check and
Act) this cycle has to be repeated for continual improvements.

17. ISO 9001:2008 certificate once audited and issued is valid for two years.

18. Non-conformities (NCs) – graded by the auditors as major or minor.

19. A major NC indicates that the company has failed to implement any one part or the
full QMS.

20. A “minor” NC means an isolated incident of a failure to comply with a defined

process or QMS requirement.

21. An “observation” indicates that if the situation as found during the audit is not
addressed it may lead to an “NC” in future.

22. Where a major non conformity is found, the recommendation for certification is
deferred until corrective action on the same is verified through a follow up audit.

23. The eight clauses/ sections of ISO 9001 Standard are:

1. Scope- General and application

2. Normative reference

3. Terms and definitions--- uses the terms and definitions given in ISO 9000

4. QMS (Quality Management System)

5. Management responsibility

6. Resource management

7. Product realization--- This is the most important section of ISO 9001standard

which defines key areas such as Planning of product realization, Customer related
processes, Purchasing, Production & service provision, Control of Monitoring &
measuring equipment etc.

8. Measurement, analysis and improvement.

24. Exclusions are possible only in section 7.

25. ALTTC was the first unit of BSNL to obtain ISO 9001 certification in 2001.

26. In 2007, BSNL corporate office directed Circles to obtain ISO 9001 certification for
all SSAs.

27. Internal Audit is clause __8.2.2_ of ISO 9001:2008.

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 III. OUTSOURCING
1. Outsourcing is shifting of Company’s essential operations to third party vendor, in order
to gain various benefits including better service, low cost and speedy work.
2. Company that chooses to outsource is called………Customer or buyer,
3. Third party that provides outsourced services is known as the ……Supplier or vender.
4. Vendor may be a Firm or a group of individuals, which is generally, situated at a different
physical location sometimes even a different country.
5. There are three levels of outsourcing that are ……………….. ………………………..
Project Level, Program Level, Division Level
6. The factors that govern the decision to outsource by a customer are ………………
Critical nature of the work
Faith of the customer in vendor
Cost Advantage
Proven track record of the vendor
7. There are five modes of outsourcing.
8. Outsourcing to a vendor that is located at a destination domestic to the customer is called
On Shoring
9. Outsourcing to a vendor that is located in a far off country is called OFF Shoring
10. Outsourcing to vendor in a nearby country is called Near Shoring
11. Outsourcing to a workers who work from home is called Home Sourcing
12. Where a combination of off shoring, near shoring and home shoring is used is called
Multi sourcing.
13. Advantages of outsourcing are ………
Focus on core competition, Cost savings, Quality, Flexibility, Time to market, Access to divert
technologies, Provider alternatives, Transfer of risk to vendor, Elimination of internal policies,
Elimination of recruitment, Training & staff retention in non- core functions, Scalability (Faster
scale up or Scale down capability)
14. How important outsourced work because ……………
Critical to daily operations, important but not critical, Trivial but useful, Un-necessary
15. Outsources services can be categorized in to two groups, they are……
Technological Services, Business Process

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16. Synonymous are
Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), Legal Process
Outsourcing (LPO), Research Process Outsourcing (RPO), Education Process Outsourcing
(EPO),

17. In 2004, Bharati Tele ventures signed 1800 crores contract with Ericson for outsourced
the management of Cellular Network.

18. BSNL has invited bids for outsourcing ……………………….. WiMAX Services,
Internet Protocol Television, Internet Data Services

19. BSNL sought Expression of Interest from large retail chains to sell BSNL Products and
services.

20. BSNL put on hold 93 million GSM Lines tender which will result in Telco’s one billion
dollar IT outsourcing contract also put on hold,
21. Decision of 93 million GSM Lines tender put on hold will affect IT firm HCL Info
System which will be supported by HP and Convergys for the contract.

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 Chapter IV. Project Management
1. Skills needed by the project Manager are ……………, ………………, ……………………
Business Knowledge, Technical skills or knowledge, Individual and team leadership skills.

2. A continuous process is not a project.

3. The planning phase is considered the most important phase in project management.

4. PERT (Project Evaluation and Review Techniques) is a … network ….model.

5. PERT has potential to reduce both the Time and Cost required to complete the project.

6. PERT was developed in late …1950… for the U S Navy’s Polaris Project.

7. In PERT diagram the activities are represented on the arrows and the milestones on the nodes.

8. In a Project, an activity is a … task … that must be performed and event is a … milestone …..
marking the completion of one or more activities.

9. Optimistic time (OT) is the shortest time in which the activity can be completed.
10. Most likely Time (MT) is the completion time having… highest probability, different from
expected time.

11. Pessimistic time (PT) is the longest time that an activity might require.

12. Expected Time (ET) = (OT+4xMT +PT)/6

13. ET must be displayed on the Network Diagram.
14. Variance for each activity is given by {(PT-OT)/6}2.
15. Critical path determines the total time required for the project.

16. The amount of time that a non critical path activity can be delayed without delaying the project is
referred to as Slack Time’

17. Critical Path determines the completion date of the project, the project can be accelerated by
adding the resources required to decrease the time for the activities in the critical path. Such a
shortening of project time is referred to as “Project Crashing”.
18. Software for Project Management are namely Microsoft, Primavera
19. Primavera software is for Architecture, Engineering and construction engineering.
20. Version of Primavera Software is P6.

21. PPM stands for Project Portfolio Management.

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 V. RESTRUCTURING & RESPONSIBILITY MATRIX
1. As part of Aspiration Driven Transformation, it was decided in 2008 to restructure BSNL
setup for realizing its shared dream by 2013.

2. There are ……5…… Directors in BSNL CO

3. The new designation of Director (Operations) is Director (CFA).

4. The new designation of Director (P&NS) is Director (CM).

5. The new designation of Director (C&M) is Director (Enterprise).

6. The new designation of Director (HRD) is Director (HR).

7. All PSTN and data switches as well as all fixed access media (i.e. the last mile) will be
controlled by CFA unit. ( LL, BB, IPTV, PCO and related VAS)

8. Director (CM) is responsible for GSM (2G & 3G), CDMA, WIMAX and related VAS.

9. BSNL’s core network (i.e., transmission media assets – OFC, microwave etc) will be
headed by an ED (Executive Director) under Director Enterprise.

10. New Businesses unit will headed by an Executive Director.

11. Finance – Headed by Director, supported by an Executive Director.

12. Directly reporting to CMD:

 ED Corporate Affairs (including Corporate IT, Corporate Planning & Monitoring,

Corporate Marketing and Public Relations, Regulation)
 Company Secretary , Vigilance (CVO), GM (Coordination & Monitoring)

13. Restructuring exercise is a Top-Down approach.

14. Enterprise business unit is responsible for the Wholesale (WS) business undertaken on
BSNL’s National Long Distance (NLD) and International Long Distance (ILD) network.

15. Passive infrastructure sharing and leveraging BSNL’s real estate assets to earn additional
revenue are coming under the business unit New Business.

16. SOHO- Small Office Home Office

17. At circle level head of CSC and CR posts have dual reporting to CFA and CM heads.

18. At SSA level the CSC head of SSA has dual reporting to CFA and CM heads.

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 VI. BARRIERS TO COMMUNICATION
1. Communication is a method by which people share their ideas, information, opinions &
Feelings
2. Communication is two way activity between two or more people.
3. Methods of communication are: Person to Person, in a small group, in a meeting, using
mass media, training, teaching, and entertaining.
4. Modes of communication are …………verbal, Non Verbal, Writing,
5. Examples of verbal communication are :Speaking to individual, group, over phone,
intercom, email etc
6. Examples of non verbal communication are :Yawn, tears, frown, crossing arm, averting
eyes, silence
7. Non Verbal communications are Body language, physical characteristics, appearance,
voice, space, environment & time.
8. Writing can be useful when information has to be sent in large numbers of people and can
reinforce verbal communication.
9. Barriers to communication can cause problems and misunderstanding with ….
Effective communication.
10. Some Barriers to Communication are : Muddled Messages, Stereo typing, Wrong
Channel, Language, Cross Words, Using U or I, coded words, lack of feedback, poor
listening skills, selective listening, daydreaming, interruptions, physical distraction,
Expectation, Scape goating, probing, control, Gender Barrier etc.
11. Both sender and receiver can play an active role in using feedback to make
communication truly two way.
12. Without feedback communication is one way.
13. A typical speaker says about 125 words per minute
14. A typical listener can receive 400-600 words per minute.
15. Active listening is important in dealing with an angry person.
16. Continued selective listening is one of the best ways to destroy a relationship.
17. A woman speaks between 22000 and 25000 words a day where as a man speaks between
7000 and 10000.
18. In childhood, girls speak earlier than boys and at the age of three, have a vocabulary …
twice ……that of boys & this lies in the writing of a man’s and woman’s brains.

19. When a man talks, his speech is located in the … left side …….of the brain but in no
specific area.
20. When a woman talks, the speech is located in both … hemispheres and in two specific
locations.
21. Where there are barriers to membership of a group a high level of game playing replaces
good communication.

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 VII. LEADERSHIP & TEAM BUILDING
1. Power does not make anyone a leader, it simply makes the boss.

2. The very essence of leadership is that you have to have a vision.

3. Managers are people who do things right, while leaders are people who do the right thing.

4. If you have the desire and willpower, you can become an effective leader.

5. To be a good leader, there are things that you must be, know, and do.

6. To be a good leader, be a professional, a professional who possesses good character traits.

7. To be a good leader, know yourself, human nature, your job and your organization.

8. To be a good leader, do provide direction. Make sound and timely decisions.

9. The four major factors of leadership are the follower, leader, communication, and situation.

10. Leadership style is the manner and approach of providing direction, implementing plans, and
motivating people.

11. The three different styles of leadership– Authoritarian (autocratic), participative, and free-
reign.

12. Yelling, using demeaning language, and leading by threats and abuse of power is not the
authoritarian style...it is an abusive, unprofessional style of leadership.

13. Participative (democratic) style of leadership involves the leader including one or more
employees in on the decision making process.

14. In delegative (free-reign) style of leadership, the leader allows the employees to make the
decision. However, the leader is still responsible for the decisions that are made.

15. The five points of power- Coercive Power - Power that is based on fear, Reward Power,
Legitimate Power, Expert Power, Referent Power - Influence based on possession by an
individual.

16. The three vital determinants of teamwork are, Leader, Subordinates and The environment.

17. Leader is intermediary between the work groups and top management. They are called
linking pins. As representatives they carry the voice of the subordinates to the management.

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 VIII. SALES MANAGEMENT
1. Sales is the Exchange of Goods or Services for an Amount of Money or its equivalent.

2. Sales is basically a Need Satisfying Process or a Problem Solving Activity.

3. Sale is a process which involves the buying and selling

4. SFA = Sales Force Automation System

5. Sales professionals must practice principles of ethical conduct, such as fairness and
integrity.

6. Sales performance can be measured with the following ratios: contact ratio, lead
generation ratio, lead conversion ratio, qualification ratio, proposal ratio and closing
ratio.

7. The two types of sales are retail sales and enterprise sales.

8. Retailers are at the end of the supply chain.

9. CFA and CM cater to retail selling whereas Enterprise deals with corporate/enterprise
customers.

10. BSNL mobile services launched in October 2002.

11. In October 2009, as part of Project Shikhar, a new sales setup has been designed in
BSNL.

12. BSNL has put in place Franchisee Sales & Distribution policy 2009.

13. Franchisees are appointed through EoI route by respective SSAs.

14. Well defined geographical area for franchisee called as primary area.

15. Franchisee shop to open 0800h to 2200h.

16. Franchisee can appoint any number of sub franchisees/retailers on non-exclusive basis.

17. Any 10th pass can become a DSA.

18. Retired BSNL employees/spouses can also become DSAs.

19. Any number of DSAs can be appointed by SSA Heads.

20. BSNL has also allowed to appoint Service Center Agents (SCA) of Common Service
Centers (CSC) of Department of Information Technology (DIT) being setup in rural areas
across the country as DSAs.

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21. All India EPIN franchisees are appointed on non-exclusive basis.

22. CSCs are supposed to act as single window service centers and open from 8AM to 8PM.

23. 1500- Dial up call center for LL service, centralized for whole circle.

24. 1503 or 09400024365 is for mobile related queries.

25. The BSNL website is www.bsnl.co.in.

26. Minimum three months inventory has to be stocked by SSAs.

27. In October 2008, BSNL decided to appoint sales staff in each SSA.

28. Purchasers usually float request for proposal (RFP) or Expression of Interest (EoI) or
Tenders.

29. Thumb rule is Higher the discount, longer is the contract period.

30. Platinum customers are large corporate entities (with indicative turnover greater than
Rs. 500 cr p.a.).

31. Gold customers are medium-sized corporate entities (with indicative turnover of Rs. 50-
500 cr p.a.).

32. Silver customers: All corporate customers that are not a part of the Platinum or Gold
accounts are designated as Silver accounts (with indicative turnover greater than Rs. 10 cr
p.a.).

33. One important segment of enterprise customers is BFSI i.e. banking, financial services
and Insurance sector companies.

34. NAM - National Account Manager

35. KAM – Key Account Manager

36. SI s (System Integrators) are appointed at national as well as Circle level by BSNL.

37. BSNL has decided to deal with Platinum & Gold customers directly.

38. For capturing silver customers, BSNL has started appointing Channel partners in the
circles.

39. Tier 1 (Channel Partner) CPs’ will be primarily engaged in the Sales and Marketing of
BSNL Voice and Data services to targeted Silver customers.

40. Tier 1 CP is required to have Minimum 5 number of sales personnel and 10 number of
field engineers.

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41. Tier 2 CPs’ will be primarily engaged in the Sales and Marketing of BSNL Voice
products.

42. Tier 2 CP is required to have Minimum 5 number of sales personnel/field engineers.

43. OEM - Original equipment manufacturer

44. The CP must give a commitment to provide AMC for a minimum period of 3 years.

45. BSNL provides technical / service training and product information to empanelled CPs’.

46. Sancharsoft is a web based module for management of Sales & Distribution Channels.

47. ITPC Pune has developed and launched a lead management software in Jan 2010 called
Wings software for Project Udaan.

48. Career Wholesale unit is responsible for generation of Carrier Wholesale revenues for on
BSNL’s National Long Distance (NLD) network and International Long Distance (ILD)
network.
49. In Project Vijay Travel and meal allowances varying from Rs. 1300- Rs. 2600…is
allowed to sales team member depending upon the quantum of work.

50. In Project Udaan, Sales Team Leader & Sales associate Rs. 1400/- per month Travel and
meal allowances.

51. Professional Agencies were also engaged to import training to BSNL Staff and officials
as a part of Project Udaan and Vijay.
52. BSNL HQ has given directive to provide training to all Franchises of BSNL in a time
bound manner and also keep organizing such trainings to update franchises on latest
development in BSNL.

IX. COST MANAGEMENT

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1. Cost management is the process whereby companies use cost accounting to report or
control the various costs of doing business.

2. Cost centers in BSNL are divided into two types: Operation cost centers and Service cost
centers.

3. The proforma’s required to be prepared for cost management are:

1. Proforma A – Asset register – Will be maintained by both operation and service cost
centers.

2. Proforma B – Cost information on operation cost - Will be maintained by Operation

cost centers

3. Proforma C – Part-I Quantitative information

4. Proforma C – Part-II Cost information on service cost- Will be maintained by both

operation and service cost centers.

5. Proforma D – Revenue information Service product wise.

4. Shut down costs are the costs of idle plant.

Chapter 10-Corporate Accounts

1. Company wants its revenues to exceed its expenses so that it will earn profit.
2. Accounting helps executives to measure the revenues, expenses and profit/loss of the
business.
3. Balance Sheet is a financial statement that will help to check the financial health of the
firm.
4. Balance Sheet has two sides, Liabilities payable and assets owned.
5. Balance Sheet equation is assets = liabilities.
6. Steps involved in accounting procedures/ Mechanism are …….
Transactions, Recording, Classification, Summarization, Financial Statement, Auditing,
Balance Sheet,
7. The starting point for accounting is a … business transaction
8. Transaction is evidenced by a document called …“Voucher”.
9. “Voucher”, gives the details of the material purchased, the name of the party from whom
goods are purchased either on credit or by cash.
10. Receipt” for the payment of a rent is the voucher for the transaction of “payment of rent”.

11. The transaction of purchase of any material on credit will be recorded in …Purchase
book.

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12. Payment of rent is recorded in the …Cash book.
13. Transaction of credit sales will be recorded in the … Sales Book
14. The journal is a book to record all those transactions, which are not recorded in any
specific book.
15. The account book containing various accounts head is called the …“Ledger”.

16. Periodical presentation of the classified data in the form of Ledger Account Balance in a
statement called the …Trial Balance,

17. Assets is equal to sum of ……Capital and Liabilities,

18. In trail Balance, the total of Debit balances equals the total of Credit Balances and this is
one way to check the accuracy the account Books.

19. Trial Balance normally the basis for the preparation of financial statements called
…………Profit and Loss Accounts and Balance Sheet,

20. In the case of Corporation, accounts are required to be audited by …an auditor.

21. The Auditor is an independent person having expertise ……in accounting.

22. Auditor examines the accuracy of the Account Books, records and gives his report on the
……….balance sheet, Profit and Loss Account.

23. Audited Financial Accounts are required to be submitted to the Registrar of Companies
and such Audited Account becomes Public Documents.

24. Profit and Loss Statement reflects the performance of the firm over a period of time,

25. Principle of double entry system of accounting is known as Dual aspect concept,

26. Two types of Liabilities are ……External Liabilities, Internal Liabilities,

27. External Liabilities consisting of …Creditors and Lender s

28. Internal Liabilities consisting of Owner’s contribution/ Equity.

29. Owner’s capital is known as a ……“Risky Capital”.

30. Assets is a sum of …….. Owner’s equity and Liabilities (External)

Chapter 11-MARKETING OF SERVICES

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1. Services marketing is a lot similar to Music.

2. Every organization wants to make more profit and this can be achieved by …Increasing
sales.
3. There are standard four Ps (Product, Pricing, Promotion and Place) applicable for
products.

4. Service is characterized by following distinction Intangible, Inseparable, Variable,

Perishable

5. Services marketing can be considered to have seven ‘P’s, Product, Pricing, Promotion,
Place, People, Process and Physical evidence.

6. Branding is done to differentiate offers of a company from other’s offer. (Promotion).

7. Since services are intangible, unlike a product, a service cannot be experienced before it
is delivered.

8. Internal marketing includes recruitment, training motivation and productivity.

9. A marketing strategy combines product development, promotion, distribution, pricing,

relationship management and other elements.

10. Market situation for a product/service is defined as Product life cycle.

11. The distinct stages in product life cycle are introduction, growth, maturity and decline.

12. Marketing strategies based on market dominance (share) can be categorized as Leader,
Challenger, Follower, and Nicher.

13. Marketing Guru Michel porter defines three generic strategies of Cost leadership,
Differentiation and Niche/Focus.

14. Strengths and weaknesses are internal analysis of organization.

15. Opportunities and threats are external element available in the market.

16. PEST -Political, Economical, Social and Technological- Situation or Environmental

Analysis.

17. FMA- First Mover Advantage- the advantage gained by the initial occupant of a market
segment.

18. Telecom service providers don’t develop technology, they just deploy it.

19. The three primary sources of first-mover advantages are: Technological leadership, Pre-
emption of scarce assets and Switching costs and buyer choice under uncertainty.

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20. The First-mover disadvantages are free-rider affects, resolution of technological or
market uncertainty, shifts in technology or customer needs, and incumbent inertia.

21. The “imitation costs” are much lower than the “innovation costs”.

22. Porters Five Force Model is an important model in deciding about new product.

23. BSNL floated the 3G tender in 2006 but started in 2008.

24. Basic difference between 2G and 3G service is the data speed.

25. BSNL branded its 3G as BSNL 3G with punch line ‘Faster than your thoughts’.

26. The BSNL 3G service was launched in Feb 2009 at Chennai by Tamil Nadu chief
minister M Karunanidhi, who made the inaugural call to MoC A. Raja.

27. In 2007, BSNL merged all individual brand names (Cellone, Bfone,Dataone, Sancharnet)
etc into unified brand BSNL

28. Prominent Bollywood stars such as Ms. Preity Zinta and Ms. Deepika Padukone and also
and Abhinav Bindra have featured in BSNL TVCs.

29. Over 3000 BSNL Customer Service Centers, approximately 1200 franchises, lakhs of
retailers allow convenience to customers for knowing and buying services

30. BSNL has Business Associates for Corporate Sales and DSA (Direct Selling Agents)for
door to door selling

31. Broadband registration through website, new Customer Care Portal (web solution) has
been introduced for all other services of BSNL.

32. Since services are intangible, unlike a product, a service cannot be experienced before it
is delivered
33. In “Pull” Marketing Customer is persuade to try a product and continue to use the
product.
34. Examples of Pull Marketing are Advertisements.
35. In “Push” Marketing the product is “pushed” from the seller to the customer.
36. Examples of push marketing are Direct Sales force, contests, free trial etc
37. Marketing started in BSNL Corporate office in …November 2000
38. BSNL now has marketing cells in each vertical …CFA, CM and EB

Chapter 12-Corporate Image Building & PR

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1. Image gets formed in a mirror,
2. In the context of Corporate image, the mirror is the …mind of target audience, be it
customer, media, employees, government, shareholders etc
3. Tools that are used for building corporate image are ………….
Branding, Corporate Identity Manual, Advertising, Public Relation
4. In image building, Success must be conferred on us by outsiders like …………
customers, neighbors, elected officials, vendors, voters, prospective employees etc,
5. BSNL has a full fledged Public Relation division at corporate office and help of public
relation Agency is also taken,
6. In BSNL, at Circle level & SA level, PROs are designated who arrange interaction with
various media and participate in exhibitions/melas/ seminars for positive image building.

7. BSNL was ranked first in Visibility & Image score for Telecom companies in the survey
conducted by Business Today Magazine in December-03,
8. BSNL won Golden Peacock Award for Corporate Social Responsibility in 2005.

9. In AC Nielsen Trusted Brand Annual survey of Economic Times for telecom sector
ranking, BSNL has one Rank 1 in 2004, 2005 and Rank 3 in 2007, 2009

10. Super Brands are a concept that originated in the United Kingdom in 1993,

11. BSNL selected as Super Brand in the year 2007

12. BSNL has won CNBC Awaaz Award 2007 for Best Broadband and landline service
provider,

13. BSNL has won CNBC Awaaz “Hall of Frame “ Special award in ……2008,

14. BSNL has won Voice & Data Top fixed services, NLD, and Broadband in the year 2008,

15. BSNL has won CNBC Awaaz award 2009 for best broadband service provider.

16. Corporate identity manual standardizes the use of BSNL logo in various circumstances.

Chapter 13.ENTERPRISE RESOURCE PLANNING (ERP)

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1. ERP is a system used to integrate the data and processes of an organization into one
single system.

2. ERP systems are used in almost any type of organization.

3. For ERP project Purchase order for POC completion has been placed on 23rd May’09 on
M/s HCL Info system Ltd. By BSNL.

4. The Important partners for ERP project in BSNL are M/s HCL Info system as System
Integrator (SI), M/s SAP as ERP Solution Provider and M/s E&Y as BPR (Business
Process Re-engineering) consultant.

5. FICO =Finance and Management Accounting

6. REM = Real Estate and Telecom Infrastructure Management

7. SCM = Supply Chain Management

8. BIS = Business Information System

9. BIA = Business Intelligence & Analytics

10. SEM = Strategy Enterprise Management

11. Two of the CDR Project data centers are to be used. Hyderabad is the primary ERP site
and Kolkata is DR site.

12. Development Centre for ERP is setup at ALTTC Ghaziabad.

13. ERP implementation is around 14 modules.

14. SME = Subject Matter Experts

15. SRS = System Requirement Specifications

16. ITPC, IT Project Circle will act as a facilitator for ERP implementation, setup, and
validation.

17. POC = Proof of Concept.

18. CTMS = Computerized Training Management System.

19. POC Phase of ERP implementation does not cover STP.

20. From BSNL Project Sponsors for ERP is …CMD & Corporate Office Directors,
21. From HCL Info System project sponsor for ERP is …CEO,
Chapter 14-Drafting of Committee Reports

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1. A committee is a group of persons within organization (may include outsiders also) to
whom, as a group some matter is committed for a standard duration,

2. In case of single bid being evaluated, the conditions as specified by BSNLCO must
be checked for compliance and indicated so in the report

3. In evaluation of financial bids, committee needs to confirm in its recommendation

that the rates reasonable and competitive

4. Different Committees formed in BSNL are ……….

Committee for Evaluation of Tender (CET), Committee for Evaluation of Bid,
Committee for Scraping Unserviceable/absolute items, Screening committee for
Promotions, Fair Rent assessment Committee (FRAC),

5. The equipment procured in BSNL are required to be scrapped once the life of the
equipment is complete as these items are no longer in use and unnecessarily occupy
precious space. Moreover we can easily purchase new equipment against the scrapped
ones

6. The lives of various telecom assets in BSNL has been re-fixed by BSNL ……..
vide letter no 8-39/2001-PHM dated 05-09-2001 of BSNLCO

7. Normally any item is scrapped based on the following criteria …………….,

The life of the item is complete, The technology of the equipment is outdated and that
item is no more in use, If the life is not complete, but it is faulty and its repair is not
viable

8. As per the promotion policy scheme, a screening committee has to examine the
eligibility of the executives and give recommendations accordingly.

9. In BSNL Executive Promotion Policy, Review will be done every year on first
October. On being found fit, the IDA scale up-gradation will be effective from the
due date,

10. In BSNL Executive Promotion Policy, The fitness of the eligible executives will be
judged by prescribed screening committee based on performance rating of ACRs,
subject to the necessary Disciplinary/vigilance clearance and no punishment is
current,

11. In BSNL Executive Promotion Policy, the ACRs of the previous five years shall be
taken into consideration for accessing the fitness of eligible executives.

12. In BSNL Executive Promotion Policy, for JTO to SDE upgradation, OC should have
ACR in five years more than average without adverse entry, SC should have not more
than four Averages without adverse entry is eligible.

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13. In BSNL Executive Promotion Policy, for SDE to Sr. SDE upgradation, OC should
have ACR in five years not more than two average without adverse entry, SC/ ST
should have not more than three Average without adverse entry is eligible,

14. In BSNL Executive Promotion Policy, for Sr. SDE to STS upgradation, OC should
have ACR in five years not more than two average without adverse entry, SC/ ST
should have not more than three Average without adverse entry is eligible,

15. In BSNL Executive Promotion Policy, for STS to JAG upgradation, OC should have
ACR in five years not more than one average without adverse entry, SC/ ST should
have not more than two Average without adverse entry is eligible,

16. In BSNL Executive Promotion Policy, for JAG to NFSGJAG upgradation, OC should
have ACR in five years not more than one average without adverse entry, SC/ ST
should have not more than two Average without adverse entry is eligible,

17. BSNL Executive Promotion Policy is not linked with the availability of the posts,
Review as on first October every year, is to be done at circle level, for all disciplines,
Fixation under FR 22 (1) (a) (1) shall be allowed,

18. Preferably tenders shall be invited by the two bid system like
technical and financial,

19. While inviting tenders for renting accommodation it should be borne in mind that
tender is invited for hiring of accommodation on the basis of carpet area prescribed in
BIS: 3861,

20. The market rate justification for the areas at which property is available should be
assessed before opening the financial bid,

21. First Technical bid is to be opened, after analyzing the legal entitlement of the person
making offer, ownership, suitability of accommodation, term and conditions offered
etc, then only Financial bid is to be opened.

22. FRAC should be asked to recommend rent in terms of carpet area and give clear
recommendation taking all relevant factors in to account.

23. The rent should be fixed only on the basis of carpet area and the lease deed should be
accordingly worded.

24. Lease deed will be got registered expeditiously by the landlord at his own expenses
this condition must be taken care while advertising in newspapers.

25. The figure of 15% and 24% increase in rent after expiry of there years lease
mentioned under para 3 of the upper limits

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 26. Circle FRAC comprising of

Officer of Dy. GM Rank as Chairman, IFA (Member), EE (Civil) as members.

27. The assessment of rent on the basis of capital cost should be made by the EE(Civil)
and this should be given due consideration while taking account other conditions such
as prevailing rental etc

28. The assessment of rent of private building is to be done on two basic principles such
as On the recognized principles of evaluation, On the corporate study of the rentals
prevailing in the locality

29. Points to be observed for hiring accommodation are …………..

Requirement of the department, Municipality water, electricity and other facilities in
the building

30. In case of tower location, the land should fall within Lat-Long given and as per ……..

R. F survey norms,

31. Points to be observed for hiring building for Roof Top Tower are ………
It should have clear title, It should be RCC framed and sound structure

Chapter 15- Contract Management & Arbitration

1. Contract Management & Arbitration is Applicable to whole India except J&K,

2. Contract Management & Arbitration is Applicable from …….. 01.09.1872,

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3. Every promise forming the consideration for each other, is an agreement
4. An agreement enforceable by law is a CONTRACT,
5. Arbitration and Conciliation Act.1996 is effective from 25.01.1996,
6. Earlier to 25.01.1996 Arbitration Act 1940 shall be applicable,
7. In Arbitration and Conciliation Act.1996 all awards shall be reasoned award,
8. In Arbitration and Conciliation Act.1996, there is no time limit for hearing and
publishing the award,
9. In Arbitration and Conciliation Act.1996, after 3 months of receipt of award by opposite
party, the award becomes degree,
10. If there is a dispute, recourse to settle down the dispute is …….. Arbitration
11. An arbitrator should be appointed within thirty days from the date of receipt of request
from the claimant,
12. Parties are free to agree on the place of arbitration, failing which place of arbitration shall
be determined by Arbitrator, considering the circumstances of the case and the
convenience of the parties,
13. Unless agreed by the parties, Arbitrator shall decide whether to hold oral hearing or to
decide on the basis of documents,
14. Parties shall be given sufficient advance notice of any hearing or inspection of records or
property,
15. If claimant fails to communicate his statement of claim, Arbitrator shall terminate the
proceedings,
16. If respondent fail to communicate his statement of defense, Arbitrator shall continue the
proceedings, without treating failure in itself as on admission of the allegation by the
claimant.
17. If a party fails to appear at an oral hearing, Arbitrator may continue the proceedings and
make the arbitral award on the evidence before it.
18. Arbitrator may use mediation or conciliation during arbitral proceedings to encourage
settlement,
19. The Arbitration award shall be in writing and shall be signed by the Arbitrator,
20. Arbitral award shall state the reasons upon which it is based,
21. Arbitral Award shall state Date and Place of Arbitration and Award deemed to have been
made at that place,
22. Award shall carry interest @ 18% per annum from the date of award to date of payment.
23. The conciliator shall assist the parties to reach an amicable settlement of their dispute.

Chapter 16-BSNL Procurement Policy

1. …50%… of the budget is used for procurement of materials only
2. Procurement is done at two levels in BSNL that are…….
Corporate Office, Circles Head Quarters, in addition CGM Telecom Stores Kolkata,

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3. The procurement for high value critical equipments such as large size switching
equipment, transmission equipment, U/G cables, WLL equipments, New technology
equipments is done by ……….BSNL CO
4. Items not covered in the BSNL CO list stands decentralized for procurement by ………
telecom circles.
5. Until now Government Procurement policy was being followed which are ………
Through DG S&D rates in case the items are in the approved list of DG S&D, Limited
tenders if the cost of the material being procured was within Rs. 2 lakhs, Open tenders if
the cost of the material procured was exceeding Rs. 2 lakhs,.
6. In addition to open tendering, the following methodologies can be adopted ……..
Negotiation Route, Limited tender Route, Single Tender, Expression of Interest (EOI)
route
7. In a situation where the requirement is an immediate nature and it is necessary to ensure
continued supplies from the existing vendors, BSNL management committee may decide
to place repeat orders up to 100%,of the quantities contained in the running contract and
at a rate negotiated with the existing vendor considering the prevailing market conditions,

8. Negotiation committee can be constituted for negotiation with existing Vendor with the
approval of the competent authority of BSNL,
9. There are certain specific provisions for calling the limited tenders appearing in para 31
to 36 under rule 128 in the ………………………….General Financial Rules (GFRS).
10. The issue of limited tender should have the concurrence of Financial Advisor and
personal approval by the head of the unit.
11. Single tender system may be adopted in case of article’s which are specifically certified
as of Proprietary nature by the intending department and approved by the head of the
department)or when it is to knowledge of the procuring agency that only a particular firm
the manufactures of the store in demand.
12. The procedure for publication of NIT in concise format in one national daily with wide
publication and Indian Trade Journal Kolkata along with display in detail on BSNL
website having a link with NIC will be mandatory for tender for and above threshold
value of Rs. 25 lakhs in case procurement of goods/material/equipment and Rs. 10 Lakhs
in case tender for hiring of services.
13. For Tender below 25 Lakhs in case of procurement of equipment and below Rs. 10 Lakhs
in case of hiring of services, display of NIT on BSNL website with form down loadable
facility and sending it to minimum six eligible bidders will be mandatory.
14. The bid document or tender document which includes conditions, specification, quantities
etc would require the approval of the authority not lower than that which is empower to
accept the tender.
15. The Competent Authority does not bind itself to accept the lowest or any other tender and
reserves the right to reject all the tenders received tender without assigning reason.

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16. The Competent Authority also reserves the right to allow to the Central Government
Public Sector Enterprises a purchase preference with reference to the lowest valid price
bid where the quoted price is within 10% of such lowest price, other things being equal,
as amended from time to time by the Government.
17. All tenders in which any of the prescribed conditions are not fulfilled or incomplete in
any respect are liable to be …………Rejected.
18. A prospective bidder, requiring any clarification on the Bid documents shall notify the
purchaser in writing or by FAX at the purchaser’s mailing address indicated in the
invitation of the Bid
19. The purchaser shall respond in writing to any request for the clarification of the Bid
documents, which it receives not later than 21 days prior to the date of opening of the
tender.
20. Any clarification issued by BSNL in response to query raised by the prospective bidders
shall form an integral part of the bid document and it may amount to an ……
Amendment ……..of relevant clauses of the bid document.
21. The amendment shall be notified in writing or by FAX to all prospective bidders on the
address intimated at the time of purchase of the bid document from the purchaser and
these amendments will be … Binding …….. on them.
22. The bidder shall furnish as part of his bid, a bid security for an amount calculated @ 2%
of estimated …………… tender value
23. The bidders (Small scale units) who are registered with National Small Scale Industries
Corporation under Single Point Registration Scheme are exempted from payment of Bid
security up to the amount equal to their monetary limit.
24. In case of bidders having monetary limit as “No Limit”, the exemption is limited to Rs.
50 Lakhs as per existing policy of BSNL.
25. A proof regarding current registration with NSIC for the tendered items will have to be
attached along with the bid.
26. The Bid security shall be in the form of a Bank Guarantee/ DD issued by a schedule bank
in favour of the Purchaser valid for a period of 180 days from the date of ………Tender
Opening.
27. The Successful bidder’s Bid security will be discharged upon the bidders acceptance of
Advance Purchase Order
28. Bid shall remain valid for …180 Days from the date of opening of the Bid as prescribed
by the Purchaser.
29. Any bid received by the purchaser after deadline for submission of bids prescribed by the
purchaser shall be rejected and --------------Returned unopened to the Bidder,
30. A maximum of … TWO….. Representatives of any bidder shall be authorized and
permitted to attend the bid opening.

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31. Constitution of Committee for evaluation of Tender (CET) consists of …….
Technical officer from Planning/Service/Technology Cell as Convener, Commercial
officer from MM Cell as member and Finance officer from Finance Cell,
32. CET should confirm that NIT was published in appropriate newspapers, put on BSNL
websites and also on website of NIC,
33. As Post Tender negotiations could often be a source of corruption, it is directed that there
should be no post tender negotiations with L-1 except in ……certain exceptional cases
like Proprietary items.
34. The Bidder shall within …14 … days of issue of APO, give his acceptance along with
PBG.
35. Payment of …95%….. of the price shall be made on receipt of Goods by consignee,

36. The balance 5% payment shall be released within Six months from the date of supply of
the equipment in case there are no damages/ shortages,
37. 100% payment in place of 95% may be made on delivery, provided that an additional
bank guarantee for an amount equivalent to …5%,… of the value of supplies valid for a
minimum period of 7 months is furnished by the supplier,

Chapter 17-Stress Management

1. Dr. Robert Eliot says “Stress may be the greatest single contributor to illness”, in the
industrialized world.
2. Truly speaking, stress can be called the most severe state of tension,

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3. Accumulation and prolongation of tensions leads to …Stress,
4. The management of stress must be done quickly, as mental stress leads to a lot of
complications, affecting our mental and physical health,
5. Stress leads to excessive production of certain chemicals that cause …………..
“Vasoconstriction” (Contraction of conducting vessels),
6. In our body, our state of mind is reflected in various aches and pains as well as stress
related diseases.
7. Stress is a condition of mind that reflects its symptoms in the body,
8. Yoga considers …… mind and body ………. as two interrelated aspects of one unit,

9. Stress may lead to

Heart attack, Diabetes, Hypertension, Alcoholism, ulcers, Cancer, Sleeplessness,
depression, Obesity, mental illness so on.
10. Stress is mainly of …… Three,…… types,
11. Three types of Stress are ………Emotional or mental or Social Stress, Digestive Stress
and Environmental Stress.
12. Emotional stress is the stress generated by … Our Personality ……….. as we interact
with our environment on day to day basis.
13. Digestive stress is a stress which we get from our …Eating Habits,
14. Digestive Stress basically depends on ……What we eat, How we Eat and When we eat,
15. Environmental Stress is created by factors as … smog, noise and air pollution.
16. Dr. Mayer and Dr. Ray have categorized personalities under two heads. i.e. …………
Type A and Type B.
17. Dr. Mayer and Dr. Ray have pointed out that Type A are more prone to … cardio-
vascular diseases (CVD),……. than Type B.
18. Mind is the major culprit responsible for … harboring…… stress,
19. Ways to Eliminate or control the stress is…………Diet Control, Positive Thinking,
Exercise & Yogasans, Breath Control (Pranayams) & Meditation.

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