BSNL LDCE EXAM 2015 LDR Management

BSNL LDCE EXAM 2015

Last Day Revision [LDR] Guide

Management

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BSNL LDCE EXAM 2015 LDR Management

Index

Sr No Chapters
1 Chapter 1 :Group performance Management system
2 Chapter 2: Leadership and Team Building
3 Chapter 3:Time Management
4 Chapter 4:Capital Budgeting & Revenue Budgeting
5 Chapter 5:Cost Management
6 Chapter 6:Communication Skills
7 Chapter 7:Energy Conservation and Fire Safety
8 Chapter 8:RTI Act 2005
9 Chapter 9: BSNL CDA Rules
10 Chapter 10:Customer Care
11 Chapter 11:Sales Management
12 Chapter 12:Services Marketing
13 Chapter 13:Asset Management
14 Chapter 14:Official Language Policy
15 Chapter 15:Gender Issues
16 Chapter 16:Staff Welfare
17 Chapter 17:Inspection and Quality of Service
18 Chapter 18:BSNL services
19 Chapter 19:Reservation Policy
20 Chapter 20:Contractual Labour management
21 Chapter 21:Aspiration Driven Transformation (Project Shikhar)
22 Abbrievations

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Chapter 1 – GPMS
 Reason to Introduce GPMS in BSNL: Need of performance oriented work culture which
will help bring massive transformation in employees performance level

 Balanced Business Score card (BBSC) concept was adopted by BSNL in 2006.

 The GPMS is an initiative under Project SHIKHAR of BSNL with the intent to have an
objective and transparent system for assessing performance formed in 2009.

 Order of launching :BBSC (2006)  GPMS (2009)  IPMS

 The GPMS scorecards for all the group types have been designed to consist of Key
Performance Indicators (KPIs) to measure the group’s performance on financial,
customer / market and operational parameters

 IPMS will be on the lines of GPMS and to start with only DGM & above rank officers are
covered. Currently IPMS covers all executives and above

 FPMS – Motivate field staff in sales, quality of service and customer service roles

 Evaluation for groups at the corporate officeCMD

Evaluation of the Territorial Circles Management Committee (MC)
Evaluation of SSAs Respective Circle Heads i.e CGM
Evaluation of non-territorial circles Respective corporate office Directors and
Executive Directors.

 KPIs are defined as per functional activities of an entity

 For award purpose, exchanges have been categorised into four categories namely,
1.Less than 1000 working lines Category-A
2.1001 to 4000 working lines Category-B
3.4001 to 10000 working lines Category-C
4.More than 10000 working lines Category-D

 Awards given for highest scores of KPICSC,Exchanges,CM Operational Teams

1 st Highest Score of KPI  Swarna PadakQuaterlyCertificate award Rs. 1000
2nd Highest Score of KPI  Rajat PadakQuaterlyCertificate award Rs. 500
3 rd Highest Score of KPI Kansya PadakQuaterlyCertificate award Rs. 300

 While finalizing the GPMS scorecards,The number of KPIs should be kept at a minimum.

Target : 100 crores

Grades Excellent Good Fair

Performance levels 100 Cr 75 Cr 50 Cr
Score 100 80 60

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Now if Revenue generation is

A. 100 Cr, Score100,GradeExcellent
B. 75 Cr, Score80,GradeGood
C. 50 Cr,Score60,GradeFair
D. Less than 50 Cr ,Score0, Grade  Fair
E. Between 100 Cr and 75 Cr,Score Linear Scaling between 100 and 80,GradeGood
F. Between 75 Cr and 50 Cr,Score Linear Scaling between 80 and 60 ,GradeFair

 The formula for linear scaling as under:-

Score = Score (Lower) + 20 x { T (Achieved) – T (Lower) }/T (Upper) – T (Lower)
Where:
T (Achieved) = Achieved target
T (Lower) = Target Lower than the achieved target i.e. Fair or Good
T (Upper) = Target higher than the achieved target i.e. Good or Excellent
Score (lower) = The score for target slab lower than achieved target i.e. 60 or 80

 The total score against a KPI would be calculated after multiplying the weightage of a
parameter with its performance score and final score will be sum total of scores for all
parameters.

 The balanced scorecard suggests that we view the organization from four
perspective
1. The Learning and Growth Perspective employee training and corporate cultural
attitudes
2. The Business Process Perspectiveinternal business processes
3. The Customer Perspectiveleading indicator i.e deal with customer problems
4.The Financial PerspectiveFinancial return

 Category of Groups : 1.Corporate Office 2. Territorial Circle 3.Non Territorial Circle 4.SSA
Total Number of Groups: 384
Total Number of Group Types: 19

 Performance Management System (PMS) is not only a HR tool but it is a management

tool for translating expectations of top management into tangible results

 Benefits of Effective Performance Management

1.Improved Productivity
2.Improved Employee Morale
3.Retention of Top Performers
4.Increased Profitability

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Chapter 2 - Leadership and Team Building

 Five key leadership behaviours
1. Challenge the process
2. Inspire shared vision
3. Enable others to act
4. Model the way
5. Encourage the heart

 Leadership Framework –
1.Be-- A professional who possesses good character traits.
2.Know--1.Yourself 2 . Human nature.3. Your job.4. Your organization.
3.Do -- Provide direction, Implement, Motivate.

 Four major factors of leadership follower, leader, communication, situation

 Leadership development programmers have four main elements

1. First Element 360 degree feedback exercise.
2. Second element event-based training
3.Third element coaching Internally or Externally. Internally mentoring and
Externally consultant.
4. Fourth element Projects

 L= F (l,f,s) where L is leadership,l-leader,f-lollower and s-situation.

 Roles of a leader : Guiding people ,Team Builder ,Maintaining discipline ,Spokesperson,

Negotiator, Coach, Team Player, Technical problem Solver, Entrepreneur, morale builder

 Satisfactions for Leader: Power & prestige, Chance to help others, Higher Income,
Respect & status, Control over resources, Opportunities for Advancement, More well-
informed

 Dissatisfactions for leader: Uncompensated overtime work, Less Authority, More

responsibility, Less time for own affairs, Loneliness, Too many headaches, Too many
people’s Problems, Pursuit of Conflicting Goals,Organizational Politics

 Leadership and Bossism comparison: Leader –We ,Boss – I, So ,be a leader -not a boss

 A leader need not be a manager but manager must have many of the good qualities of
leader.

 Leadership Styles 3 Categories

1.Autocratic or Authoritarian leadership complete control over the subordinates,
This style yield positive results when great speed is required. It leads to frustration,low
morale and conflict among subordinates.

2.Participative or Democratic (Consultative) Leadershipdecentralizes authority

and allows the subordinates to share his power. Workers feel ownership of the firm. Can

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delay decision making.

3.Free-rein or Delegative (leissez-faire) Leadership leadership responsibilities are

shared by all i.e complete delegation of authority to take decision.

 Rensis Likert of university of Michigan USA has developed continuum of four system of
management which is known as Likert’s four management system.
1.Exploitative Autocratic
2. Benevolent Autocratic
3. Consultative
4. Democratic

 Theories of Leadership

1. Trait Theory : Personal qualities (traits) of leader. Also known as Great Man Theory

2. Behavioural theory: 2 types

1. Structure based behavioural theories Task Orientated
2. Relationship based behavioural theoriesProcess Orientated

3. Contingency Theory: Different leadership styles used at different times

4. Transactional Theory the management of the organisation, Focus on procedures and

efficiency and working to rules and contracts. It helps in Managing current issues and
problems

 Five inner strengths of leadership

1.Vision.
2. Self-belief.
3 Result-focused.
4 Courage.
5 Integrity

 Five outer signs of great team-leadership

1.Communication
2 Commitment
3. Teamwork
4.Visibility
5.Attentiveness

 A true team leader will facilitate, inspire, and implement rather than control

 Teamwork is the ability to work together towards a common vision.

 Tasks performed by Teams  3 Types

1. Project
2.Partner
3.Performance

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 Causes of Internal conflicts

1. Communication gap
2. Group & individual rivalry
3. Lack of communication skills
4. Violation of communication channels
5.Organizational climate

 Effects of internal conflicts

1.Reduction in the efficiency
2.Affecting the work progress
3.Affecting the revenue earned by the organization
4. Mars the image of the department
5.Creating poor image of organization for customers

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

 Core Competencies form the foundation of leadership

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

 Foster Conflict Resolutions (win-win) - Effectively handles disagreements and

Conflicts

 Five Points of Power

1.Coercive Power
2. Reward Power
3. Legitimate Power
4.Expert Power
5.Referent Power

 Three vital determinants of teamwork

1. Leader
2. Subordinates
3. The environment

 A Manger has command over all allocation and distributions of sanctions.

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Chapter 3 - Time Management

 The objective of the Time Management is to work effectively, and have time for activities
that make life well rounded.

 Steps involved in Time Management

1.Understand how you are using your time at present
2.Decide how you should spend your time
3.Identify your time wasters
4.Master your time wasters to save time
5.Make plan of action
6.Follow the plan

 Time wasters
1.Interruption
2.Meetings
3.Crisis management
4.Lack of objectives, Priorities and objectives.
5.Personal disorganization
6.Ineffective delegation
7.Indecision and procrastination
8.Complicated procedure
9.Commuting.

 Maslow Need Hiercharchy –Top to bottom

1.Self Actualization Needs -
2.Esteem Needs
3.Love Needs
4.Safety/Security Needs
5.Physiological needs

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 Strategies for effective time management

1.Increase your discretionary time
2.Be time conscious
3.Plan day’s work
4.Hold priority time for ‘A’ jobs
5.Fragment workday
6.Say “Frank No”
7.Do one job at a time
8.Use time saving equipment
9.Delegate work
10.Develop self
11.Keep diary

 80/20 (Pareto) Principle: 80% time is wasted against 20% activities

 Pit Falls To Avoid

1.Enemy Inside (Laziness,health, TV, Inefficiency, Indecision, Habits Etc)
2.Enemy Outside (Interruptions, Phone Calls, TV, Popular Activities, Delayed Transport,
Inefficiency Of Others Etc)
3.Too Many Goals / Non -Synergetic Goals Spoiling Important Relationships
4.Procrastination / To Many Tasks At A Time

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Chapter 4 - Capital Budgeting And Revenue Budgeting

 Two types of budget in BSNL
1. Capital Budget
2. Revenue Budget

 Revenue Budget
Revised Estimate and Budget Estimates under various objects and schedules pertaining to
Revenue Receipts and Working Expenses of BSNL are required to be sent to Corporate
Office latest by 15th September each year.

 Actual Expenditure from April to August (five months)

Estimated Expenditure from September to March (seven months)

 The term revised estimate is used both in revenue and capital budgeting

 Working Expenses Thousands of Rupees

Revenue Receipts Lakhs of Rupees

 The IFAs of the circles are required to ensure while forwarding the Revised Estimates.

 Revised EstimatesCurrent Financial year

Budget EstimatesNext Financial year

 Capital works programme shall be compiled only for works costing Rs.20 crores and
above instead of Rs. 5 crores and above (previously).

 The details are to be submitted to BBF division of Corporate Office by the respective Circles
every year in the prescribed format to enable Corporate Office to monitor the progress of
ongoing and new projects costing more than 20 crores.

 The proposals for RE and BE have to be finalized in consultation with the Planning Cell of
the Circle/Unit and closely scrutinized by the Internal Financial Advisor in order to
ensure realistic provision of funds. IFA has to issue a certificate in this regard.

 Cash Flow statement and Cash budget are two important tools used in financial
planning and cash projections.

 The concept of cash budget is futuristic in approach whereas cash flow statement is
based on historical (past) data.

 The prescribed expenditure ceilings for holding seminars, conferences, workshops etc.
should be enforced and a 10% cut on the budgetary allocation for seminars and
conferences shall be effected

 Holding of exhibitions/seminars/conferences abroad is strongly discouraged except in

the case of exhibitions for trade promotion.
 There will be a complete ban on holding of meetings and conferences at five star hotels.

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 No travel on government account by air will take place by first class. All domestic travel
on government account air will take place only by economy class, irrespective of the
entitlement.

 As a part of expenditure control BSNL has introduced cash less purchase of diesel /
petrol through Fleet card.

 The card fee will be Rs.100/- (one hundred) per card and the validity of the cards is for
three years from the dale of issue. The Scheme will be operational immediately and will
be for Six months

 The Pay & Accounts officer of each SSA/Unit will hold the Master Card and will arrange
to issue user cards to their indenting units based on bonafide requirement for purchase of
Diesel/ Petrol for vehicles/DG Sets.

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Chapter 5 - COST MANAGEMENT

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

 Cost is a measurement, in monetary terms, of the amount of resources used for the
purpose of production of goods or rendering services

 Cost Centre: unit of Cost Accounting selected with a view to accumulating all cost under
that unit

 Cost Unit: It is a unit of quantity of product, service or time in relation to which costs may
be ascertained or expressed. Cost Unit is a form of measurement of volume of production
or service.

 Cost Accounting: is the process of accounting for costs. It embraces the accounting
procedures relating to recording of all income and expenditure and the preparation of
periodical statements and reports with the object of ascertaining and controlling costs.

 Cost Audit: It is the verification of cost accounts

 Cost Allocation: Allocation is the process of charging the full amount of cost to a
particular cost center

 Cost Apportionment: It is the process of splitting up an item of cost and charging it to

the cost centers on an equitable basis.

 Cost Control: standard costing, budgetary control and quality control

 Cost Management is the process whereby companies use cost accounting to report or
control the various costs of doing business

 Objectives of Costing System

1. To maintain Cost Accounting Records according to Cost Accounting Records
(Telecommunication) Rules, 2002.
2. To compile Cost Centre wise cost information.
3. To allocate/apportion the cost of Service Cost Centres to Operation Cost Centres or
Service-products.
4. To determine the cost of different service-products.
5. To identify profitable/non-profitable operation centers.
6. To generate data to facilitate fixing tariff.

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 Cost Centre – Unit for accumulating cost. In case of BSNL Costing System, different
functional areas are taken as cost centers.

 Cost Centers Two types

1.Operation Cost Centre – Functional area engaged in actual telecom operation
2. Service Cost Centres – Functional areas engaged in support service to Telecom
Operation.

 Service Products means the different services offered by BSNL to the Subscribers
(consumers) as product

 Cost Accounting Records (Telecommunications) Rules have specified maintenance of nine

sets of different information which are given below:
I. Assets – Service-product wise
II. Costs - Cost centre / service- product wise
III. Revenue – Service product wise
IV. Activity – Operation and Service product wise
V. Statistical / Technical records
VI. Captive Consumption
VII. Reconciliation of Cost and Financial Accounts
VIII. Adjustment of Cost Variances when Standard Costing is used
IX. Records on Related Party transactions

 Performa - A: Asset Register  maintained by both 'Operation cost centres' & 'Service
Cost Centres' including adminstratives offices of BSNL
Performa - B: Cost information on Operation Cost
Performa - C: Part I: Statistical (Quantitative) Information maintained by by SSA, Units of
Metro District, Units of Maintenance Region & Data Network.
Part II: Cost Information on Service Cost maintained by 'Service Cost
Centre' & 'Operation Cost Centre'
Performa - D: Allocation and Apportionment of Cost to Service-Products; Revenue
Information Service product wise; Margin etc

 Types of Costs
 Direct Cost: If an expenditure can be allocated to a cost center or cost object by
economically feasible way then it is called direct cost. Sum of all direct cost is called prime
cost.

 Indirect Cost: If an expenditure can not be allocated to a cost center or cost object by
economically feasible way then it is called indirect cost. Indirect Cost is also known as
overhead.

 Fixed Cost: It refers to the cost which does not vary with the change in the volume of
activity in the short run.. These are also known as period costs.

 Variable Cost: It refers to the cost of elements which tends to directly vary with the
volume of activity. Variable cost has two parts – (a) Variable direct cost; and (b) Variable
indirect costs. Variable indirect costs are termed as variable overhead.

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 Semi-variable Cost: It contain both fixed and variable elements. They are partly affected
by fluctuation in the level of activity.

 Shut Down Costs: Costs of idle plant. Fixed costs are incurred like rent and insurance of
buildings, maintenance etc. which are referred to as ‘shut-down cost’

 Opportunity Cost: It is the value of the alternatives foregone by adopting a particular

strategy or employing resources in specific manner.

 Marginal Cost: It is the aggregate of variable costs i.e. prime cost plus variable
overhead.

 Historical Costs: These are the actual costs of acquiring assets or producing goods or
services.

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Chapter 6 - Communication Skills

 Three modes of communications
1. Speaking <----> Listening (Meeting & Presentation)
2. Visualization <----> Observing (Posters, TV, Magazines)
3. Writing <----> Reading (Letters, Reports, Memo)

 Communication is interactive i.e. both ways from the communicator to the communicated
and vice-versa. The feedback is a necessity.

 Methods of communication:
1.Person-to-person - face to face, reading a letter, making a phone call
2. In a small group - planning, problem solving, decision making, written reports, memos,
notice boards
3. In a meeting - presenting, bargaining, negotiating agreements
4. Using mass media - speaking in public, on radio or television, writing for print media
such as newspapers and journals, books, advertising
5.Others - training, teaching, entertaining.

 For communication to take place, the four essential things needed are
a) Source: To initiate a message
b) Message :The information, which the source wants to communicate.
c) Medium :The means to carry the message to the receiver
d) Receiver: Who interprets the message

 Communication breakdown
1. Inattention:The receiver is not concentrating or is not interested in the sender's message
2.Physical barriers:The message is not received due to noise, poor eyesight / hearing etc
3.Poor expression:The sender has expressed himself / herself poorly therefore the message
has not been interpreted as intended
4. Premature evaluation:The receiver only hears part of the message, and then jumps to a
conclusion about the remainder of the message rather than listening to it.
5.Gatekeeper:The sender/receiver’s message is communicated through a third party, which
may result in breakdown or misinterpretation of the message.

 Non-verbal communication is divided into six types.

1.Body language
2.Physical characteristics and appearance
3.Voice
4.Space
5.Environment
6.Time

 Silence can be a type of non-verbal communication

 Written communication provides a record for the future

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 Written communication is permanent and makes a lasting impression

 Modes of listening: 3 Modes

1.Competitive or Combative Listening More promotion of our own point of view than
others.
2. Passive or Attentive Listening Genuinely interested in hearing and understanding
the other person’s point of view.
3.Active or Reflective Listening Single most useful and important listening skill.
We are active in checking out our understanding before we respond with our own new
message.

 This verification or feedback process is what distinguishes active listening and makes it
effective.

 Barriers to communication
 Jargon
 Disabilities
 Age
 Status
 Lack of empathy
 Stereotyping
 Unclear or incomplete messages

 Semantic Barriers  Same word or symbols have different meanings to different

individuals

 Selective perception  People adopt to see or hear selectively based on their needs,
motivations,experience, background and other personal characteristics

 Filtering is the barrier caused by the sender of a message who tries to manipulate the
information so that the receiver will see it more favorably.

 Listening is an active search for meaning, whereas hearing is passive.

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Chapter 7 - ENERGY CONSERVATION AND FIRE SAFETY

 The fundamental goal of energy management is to produce goods and provide services
with the least cost and least environmental effect

 Energy conservation is also important because consumption of non-renewable sources

impacts the Environment

 Major thrust areas for Energy Conservation in BSNL

1.Make Energy Conservation a Mass Movement with involvement of all our employees.
2.Monitor and control consumption of Energy through Energy Management Groups
3.To reduce overall electricity expenditure by 5% every year
4.Recognize efforts of our Staff in Energy Conservation
5.Share and enrich our experiences on Energy Conservation with SSA /Circles.

 Energy Conservation in BSNL an Energy Core Group has been constituted at Corporate
office headed by Director (Plg & NS) and at each Circle headed by the respective CGMT.

 Energy Conservation measures 3 types

1.No cost measures
2. Low cost measures
3.High-cost measures.

 No Cost Measures
1. CMD rationalization
2.Power Factor Improvement
3.Switch off Stand by Transformer
4.Thermostat Adjustment
5.Isolate non -AC area
6.Reduce excess illumination
7.Switch off lights in unmanned area

 Low Cost Measures

1.Condenser stopping with compressor
2. Free cooling
3. LED indication in Panels
4. After office hour lighting
5.Temperature setting / Thermostat change
6. Electronic Ballast
7. Energy efficiency lighting
8.Condenser reorientation
9.Automatic Volume control damper
10.Common Area Lighting
11.Use of level controller in pumps

 High Cost Measures

1. LT to HT conversion
2.Automatic and Remote Monitoring

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 Contract Demand means a demand in KVA mutually agreed between the supply
company and the consumer as entered into in the agreement or agreed through other
written communication

 For the highest value of electricity demanded or taken from the supply company or the
electricity board is called the Maximum Demand (MD).

 Advantages of power factor improvement

Improvement in voltage regulation.
Higher power output can be obtained with the same transformer.
Reduction in power loss in transformer.
Reduction of current carrying rating of cables and switchgears.
Reduction in power loss in distribution cables.

 The higher is the temperature maintained in an Air-conditioned room, the lower is the
energy consumption. Efforts must be made to maintain temperature in range of
24°C±1°C instead of 23°C± 2°C.

 T-5 is the most energy efficient light source and has maximum life.

 HT tariff applicable to the consumer is much lower than the L.T tariff.

 Energy Conservation Act 2001 (ECA 2001) :It is a regulatory act enacted by the
Government and the broad objective is “To promote efficient use of energy and its
conservation through certain statutory measures to promote conservation of energy and
facilitate its efficient use”.

 Energy Conservation Act 2OO1 provides for Energy Auditing and Energy
Conservation of Designated Consumers.

 The Five star rating is given to the most efficient equipment and One star to the least
efficient.

 Energy Audit is a tool to identify areas where excess energy consumption or wastage of
energy is taking place

 One unit of electricity means using one Kilo watt (KW) or 1OOO Watt for one hour.
1 UNIT = 1 KW x 1 HOUR = 1 KWh= 1OOO W x 1 HOUR

 EER of an Air-conditioner =Cooling Output / Power input in Watts

 1 TR (or 1 Ton) = 12OOO BTU/Hr = 3O24 Kcal/Hr

 The “T” designation in fluorescent lamp nomenclature stands for tubular; the shape of the
lamp; and number immediately following the T gives the diameter of the lamp in eighths
of an inch.

 CFL stands for “Compact Fluorescent Lamp”.

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 L. T. is an abbreviation for Low Tension Supply. This term is used for Single-phase
power supply at 230 Volts A.C. and Three-phase power supply at 415 Volts A.C.

 H.T. is an abbreviation for High Tension Supply. This term is used for power supply at 11
or 22 or 33 Kilo Volts A.C. (11 KV/22 KV/ 33 KV).

 Triangle of fire that three factors are essential for combustion or a fire, namely;
1.The presence of a fuel, or combustible substances;
2. The presence of oxygen (usually as air) or other supporter of combustion; and
3. maintain certian ignition temperature

 Methods of extinguishing fire :

1. Starvation (or Removal of the fuel);
2. Smothering / Blanketing (or Removal of the oxygen); and
3. Cooling (or Bringing down the temperature).

 Class A Fire: caused by solid combustible materials of organic nature such as wood,
paper, rubber, plastics etc,
Extinguishing agents for Class A Fire:water in the form of a jet or spray.

 Class B Fires: caused by flammable liquids or liquefiable solids, where a blanketing

effect is essential.
Extinguishing agents for Class B Fire: foam, dry powder, and carbon dioxide.

 Class C Fires: caused by flammable gases under pressure including liquefied gases
Extinguishing agents for Class C Fire: foam, dry powder, carbon dioxide.

 Class D Fires: caused by combustible metals such as magnesium, aluminum, zinc,

sodium, potassium etc .
Extinguishing agent for Class D Fire: is special dry powder for metal fire.

 Electrical Fire:Where energized electrical equipment is involved in a fire,

non- conductivity of the extinguishing media is of utmost importance
Extinguishing agent for Electrical Fire:extinguishers expelling dry powder,
carbon dioxide (without metal horn) should be used.

 In the case of electrical fires, use of water on live electrical equipments involves risk due
to electric shock and it also causes permanent damage to the electrical insulation

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Chapter 8 - RTI ACT

 In June 2005, India enacted the RTI Act

 Objectives of RTI Act:

1. Make government machinery Accountable
2. Contain Corruption
3. Promote Transparency

 PIO [ Public Information Officer] :receives RTI applications, process them and dispose
such applications by supplying or denying information as per provisions of this Act.

 Central PIO are called CPIO and State PIO as SPIO

 APIO [Assistant Public Information Officer] –receives RTI requests/appeals and

forwarding such cases to appropriate authority. Central and state APIOs are called CAPIO
and SAPIO respectively.

 Appellate authority An aggrieved applicant can file appeal to an officer senior in rank to
PIO designated as Appellate authority. Appellate authority has to decide the case in 30-45
days time.

 Information Commission second level of grievance handling

Applicants aggrieved at the decisions of Appellate authority are allowed to approach
information commission for resolution of appeals/complaints.

 Right given to Applicant under RTI :

1.inspect works, documents, records.
2.take notes, extracts or certified copies of documents or records.
3.take certified samples of material.
4.obtain information in form of printouts, diskettes, floppies, tapes, video cassettes or in
any other electronic mode or through printouts

 RTI Fees  1.For Central Government Departments-- Rs 10.

2.For Different State Government Departments—Different Fees

 Cost to get information : 1.For Central Government Departments-- Rs 2 per page.

2.For Different State Government Department:Different Fees

 Fee for Inspection of Documents: 1.For First hour  No fee

2. For every subsequent hour Rs 5

 RTI Fees Deposit Methods:

1. Cash
2. DD or bankers cheque
3. Postal order drawn in favor of that public authority

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 No fees is charged from people living below the poverty line (BPL)

 APIO has to forward all requests/appeals within five days to appropriate authority. PIO is
given 30 days to process and dispose the application.

 Exempted information under RTI:

1.National security, parliament privileges, fiduciary nature, cabinet papers, commercial
confidence, trade secrets
2. any information, the disclosure of which would endanger the life or physical safety of
any person or identify the source of information or assistance given in confidence for law
enforcement or security purposes;
3.information which would impede the process of investigation or apprehension or
prosecution of offenders; etc.
4. Intelligence and security organization are also broadly exempted.

 Corruption and human right violation cases of such intelligence and security agencies
are not exempted from information disclosure

 Time lines to get the information

1. 30 days from the date of application
2. 48 hours for information concerning the life and liberty of a person
3. 5 days shall be added to the above response time, in case the application for information
is given to Assistant Public Information Officer.
4. If the interests of a third party are involved then time limit will be 40 days
(maximum period + time given to the party to make representation).

 Failure to provide information within the specified period is a deemed refusal

 Penalty: Every PIO will be liable for fine of Rs. 250 per day, up to a maximum of
Rs 25,000/- for not accepting an application

 Deemed PIO is the person responsible for delay or withholding of information and the onus of
proving it lies on PIO.

 RTI Structure in BSNL

Level APIO CPIO Appellate Authority

Corporate Office AGM(RTI) DGM [MIS] GM (Coordination)

Territoial Circles DGM[Admn] GM[Admn] CGM concerned

Other Functional CGM concerned in respect of
DE(Admn) DGM[Admn]
Field Units that functional unit
Telecom Districts
AGM [Admn] DGM[Admn]/AGM[Admn] GM of the concerned SSA
(SSAs)

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Chapter 9 - BSNL CDA Rules

 CDA - Conduct, Discipline and Appeal Rules, 2006 Came in force on 10th October
2006

 CDA Rules  applicable to all employees of the BSNL (except those employees who are
governed by the Industrial Employment (Standing Order) Act, 1946).

 Under CDA rules ,term Employee does not include casual employee, work charged or
contingent staff or workmen as defined in Industrial Disputes Act, 1947 and those
governed by Industrial Employment (Standing orders) Act, 1946

 Under CDA rules ,term Family in relation to an employee does not include include:
1. a wife or husband, as the case may be, separated from the employee by a decree or
order of a competent court;
2. child or step-child who is no longer in any way dependent on the employee or of
whose custody the employee has been deprived by or under any law

 Inquiring Authority or Inquiring Officer means person to inquire into misconduct

 Disciplinary Authority means the authority to impose any of the penalties specified in
Rule 33 of BSNL Conduct,

 Rule 4: General
Every employee of the Company shall at all times-
 maintain absolute integrity;
 maintain devotion to duty;
 do nothing which is unbecoming of a Public Servant;
 conduct at all times in a manner conducive to the best interest of the Company or
which will enhance the reputation of the Company;
 do nothing to lower the image of the Company in the eyes of public;
 be courteous and prompt in his official dealings with the public.

 An employee who has received oral direction from his official superior shall seek
confirmation of the same in writing as early as possible, whereupon it shall be the duty of
the official superior to confirm the direction in writing.

 Rule 5: Misconduct

 Theft, fraud or dishonesty in connection with the business or property of the

Company, or of property of another person within the premises of the Company.

 Taking or giving bribes or any illegal gratification or indulging in corrupt practices.

 Habitual late or irregular attendance.

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 Absence without leave or over-staying the sanctioned leave without sufficient

grounds or proper or satisfactory explanation.

 Proxy registering of attendance or abetting in the act of registering attendance of

another employee.

 Spreading or encouraging casteism, regionalism or communalism.

 Rule 15 : Gifts
 Gift shall include free transport, boarding, lodging or other service or any other pecuniary
advantage when provided by any person other than a near relative or a personal friend
having no official dealings with the employee. However, a causal meal or lift or other
social hospitality shall not be deemed to be a gift.

 An employee shall avoid acceptance of lavish hospitality or frequent hospitality from any
individual or firm having official dealings with him.

 Gifts on occasions such as weddings, anniversaries, funerals or religious functions:

An employee may accept gifts from his near relatives or from his personal friends having
no official dealings with him, but he shall make a report to the competent authority if the
value of any gift exceeds:
 Rs.2, 000/- in case of Group D and Group C category. (Non-Executives)
 Rs.5, 000/- in case of Group B and above up to JAG category.
 Rs.8, 000/- in case of SAG and HAG category.
 Rs.10, 000/- in case of CMD and Board Directors (Full Time).

 Rule 21: Movable, immovable and valuable property

No employee shall, except with the previous knowledge of the competent authority,
acquire or dispose of any immovable property by lease, mortgage, purchase, sale, gift or
otherwise, either in his own name or in the name of any member of his family . ( Form-1 ).

 Every employee shall report within a month to the competent authority every transaction
concerning movable property owned or held by him in his own name or in the name of a
member of his family, if the value of such property exceeds:

 Up to Rs.10, 000/= in case of employees in the non-executive category.

 Rs.15, 000/= in case of employees in the executive category.

 The term Movable property includes jewellary, vehicles, household articles, shares,
securities, debentures, units of Mutual Funds/ UTI, Loans and Advances , insurance
facilities with annual premia exceeding above limits

 Rule 21-A : Restriction in relation to acquisition and disposal of immovable property

outside india and transactions with foreigners etc

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 Rule 21-B :Dealing in company’s shares (ipo/FPO)

 Rule 22: Canvassing of non-official or other outside influence

 Rule 30:Suspension
An employee who is detained in custody, whether on a criminal charge or otherwise, for a
period exceeding 48 hours shall be deemed to have been suspended with effect from the
date of detention by an order of the competent authority and shall remain under
suspension until further orders

 Rule 31:Subsistence allowance

An employee under suspension shall be entitled to draw subsistence allowance equal to
fifty percent of his basic pay provided the competent authority is satisfied that the
employee is not engaged any other employment or business or profession or vocation

 The amount of subsistence allowance may be increased to 75% of basic pay and
allowance thereon if in the opinion of the said authority, the period of suspension has been
prolonged for reasons to be recorded in writing not directly attributable to the employee
under suspension.

 The amount of subsistence allowance may be reduced to 25 % of basic pay and

allowances thereon if in the opinion of the said authority the period of suspension has
been prolonged due to the reasons to be recorded in writing directly attributable to the
employee under suspension.

 If an employee is arrested by the police on a criminal charge and bail is not granted, no
subsistence allowance is payable. On grant of bail, if the competent authority decides to
continue the suspension, the employee shall be entitled to subsistence allowance from, the
date he is granted bail

 The following compulsory deduction should be enforced from the subsistence allowance:
 Income tax, wherever justified.
 House rent and allied charges i.e. electricity, water, furniture etc.
 Repayment of loans and advances taken by the employee.
 (b) Contribution towards Employees Groups Insurance Scheme.
 CGHS Contributions.

 Rule 33: Penalties

1. Minor Penalties
 Censure,
 Withholding of promotion,
 Withholding of increments of pay with or without cumulative effect,
 Recovery from pay of the whole or part of any pecuniary loss caused by him to the
company by negligence or breach of orders,
 Reduction to a lower stage in the time scale of pay for a period not exceeding three years,
without cumulative effect and not adversely affecting his pension / terminal benefits

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2.Major Penalties

 Compulsory retirement

 Removal from service which shall not be a disqualification for future employment under
Govt./or the Corporation / Company owns or controlled by the Govt.

 Dismissal from service which shall ordinarily be a disqualification for future employment
under the Govt. or the Corporation/ Company owned or controlled by the Government.

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Chapter 10 - Customer Care

 A satisfied customer is an unpaid canvassing agent

 Selling is important to the organization

 To maintain success in the market place
 To remain competitive
 To pay salaries
 Ensure economic growth

 A customer is the most important person in our business.

 He is not dependent on us: we are dependent on him
 He is not an interruption in our work: he is the purpose of it.
 He is not an outsider in our business; he is part of it
 We are not doing him a favor by serving him; he is doing us a favour
by giving us an opportunity to do so.

 Customer care is of Two types

 Front end
 Back end

 Front end: directly interface with the customers. They may or may not be directly
responsible for ultimate rectification of fault/grievance.

 Important BSNL Call Center numbers :

 For basic services including broadband services:1500 (toll free number)
 For GSM Mobile services: 9400024365 (toll free number).
 For Broadband &Internet services:1800-424-1600 (toll free number).
 For MPLS & Other Data services: 1800-425-1957 (toll free number).

 Details of all the cases pending beyond the prescribed time limit (7 days for NTC, 3 days
for shifts and 24 hrs for provision/ withdrawal of add-on facility etc) shall also be
available online to the SSA head for taking appropriate action.

 For Complaints :"198".

For Grievances : "1094"(for Circle Office) or "1095" (for District Office).

 Open House Sessions is to establish direct channels of communications with our

customers and also to enable the telecom staff to appreciate and evaluate the customers
difficulties and complaints from their point of view

 Subscribers whose grievances remained unsettled are invited to make petitions for
redressal of their grievances in Telephone Adalats.
SSA(Secondary Switching Area) Level Telephone Adalats :bimonthly periodicity
Circle level Telephone Adalats :once in three months

 BSNL has implemented a Three tier consumer grievance redressal mechanism

comprising of call centres for various services, nodal officers at SSA and Circle level and an
appellate authority for deciding cases that the consumers may wish to appeal against.

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 Touch point is any point of interaction where a customer (prospective as well as existing)
can form positive or negative opinion about the company

 Categorization of 3 Touch Points : 1. Communication 2.Physical 3.Human Interaction

 Framework of Customer care

 Customer wants all queries to be solved at one place. (Single Window Concept)
 Customer wants all queries to be solved over phone itself. (Call center)
 Customer wants they should get consistency. (Across all touch points)
 Customer wants the information should be available on fingertips. (IVRS)
 Customer wants Service to be provided at their doorsteps (DSA, Sales personnel)

 Customer care which depends on the strength of three pillars within the company
1. Technology
2. Process
3. People

 Customer relationship management (CRM) is a term applied to the processes

implemented by a company to handle its contact with the customers. CRM software is
used to support these processes, storing information of the current and prospective
customers.

 Front office operations — Direct interaction with customers, e.g. face to face meetings,
phone calls, e-mails, online services etc.
 Back office operations — Operations that ultimately affect the activities of the front office
(e.g., billing, maintenance, planning, manufacturing, marketing, advertising, finance, etc.)
 Business relationships — Interaction with other companies and partners, such as
suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups,
trade associations). This external network supports front and back office activitie

 At Corporate office, CM & CFA have separate GM (Customer service) while GM (CSC) &
GM (Regulation) has dual reporting to Dir CM & Dir CFA. At circle level, same approach is
followed.

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Chapter 11 – Sales Management

 SALES is basically a Need Satisfying Process or a Problem Solving Activity

 Problem/ discomforts /deprivation means presence of Need. Need May be

Implied/dormant or Active . Active Need turns into Want/Desire. Want backed by
Money Generates Demand

 Sales Management: It is the management process of establishing , directing , and

coordinating the sales development activities for the company products.

 Sales Process: Six steps

1. Prospecting: Lead Generation & Lead Qualification
2. Pre-approach & Approach
3. Presentation
4. Overcoming objections (negotiation)
5. Closing and order
6. Follow up and maintenance

 Sales cycle - describes the time and/or process between first contact with the customer to
when the sale is made

 Sales Cycle for a product might be:

1. receive enquiry
2. qualify details
3. arrange appointment
4. customer appointment
5. arrange survey
6. conduct survey
7. presentation of proposal and close sale

 Sales Forecasts - also called sales projections, these are the predictions that sales
people and sales managers are required to make about future business levels.

 Sales funnel - describes the pattern, plan or actual achievement of conversion of

prospects into sales, pre-enquiry and then through the sales cycle. Prospects are said to
be fed into the top of the funnel, and converted sales drop out at the bottom.

 Marketing funnel has target market as its input and output as leads.
Sales funnel has leads as inputs and customers as the output.

 Sales Force Automation Systems (SFA): is a system that automatically records all
the stages in a sales process SFA also includes a sales lead tracking system
Other elements of an SFA system can include sales forecasting, order management and
product knowledge.

 Sales report - a business report of sales results, activities, trends, etc., traditionally
completed by a sales manager and sales executives.

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 Sales pipeline -Prospects need to be fed into the pipeline in order to drop out of the other
end as sales. The length of the pipeline is the sales cycle time, which depends on business
type, market situation, and the effectiveness of the sales process.

 Three principles in particular are fundamental to sales success.

 Principle 1: Serve with fairness and integrity.
 Principle 2: Gain trust and respect
 Principle 3: Pursue excellence.

 Five essential elements of knowledge

 Self-knowledge
 Product knowledge
 Market knowledge
 Industry knowledge
 Professional selling knowledge

 Contact ratio: Dividing the number of contacts actually made to total number of call
attempts. If one makes 100 calls and engage ten people in a conversation, the contact ratio
is 10 percent.

 Lead generation ratio: Dividing number of sales leads by the number of sale contacts.
One engages 100 contacts in a substantive conversation, from which 20 indicate that they
wish to learn more about the offerings, the lead generation ratio is 20 percent.

 Lead conversion ratio: It measures the new leads that are converted into sales
opportunities. If we have 20 leads, and 10 of these become prequalified sales
opportunities, the lead conversion ratio is 50 percent.

 Qualification ratio: It measures the success at bringing new sales opportunities

through the initial relationship-building and qualification process. If one has
generated ten new sales opportunities and four become fully qualified and viable
prospects, the qualification ratio is 4:10, or 40 percent.

 Proposal ratio: measures the number of proposals presented against the number of
viable prospects you've identified in the qualification stage of sales cycle. If we have fully
qualified ten sales opportunities and six of these turn into viable sales proposals, the
proposal ratio is 6:10, or 60 percent.

 Closing ratio: measures the number of closed sales made against the outstanding
proposals. If we have ten viable proposals outstanding and close four of these, then the
closing ratio is 4:10, or 40 percent.

 Two Types of Sales :

1. Retail sales
2.Enterprise Sales

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 Difference between Retail and Enterprise Sales

 Retail Sales Management

Ways in which consumers can receive goods from a retailer:
 Counter service
 Delivery
 Door-to-door sales: DSA concept in BSNL is an example of this category
 Self-service

 BSNL has three verticals namely CFA, CM and Enterprise.

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

 BSNL has put in place Franchisee Sales & Distribution policy 2009
Franchisees to appoint Feet on Street (FoS)
Franchisee shop to open 0800h to 2200h

 BSNL owned Sales setup:

1.Customer Service Centers: BSNL has about 3000 CSCs across the country. CSCs
are supposed to act as single window service centers and open from 8 AM to
8 PM.

2.1500: BSNL has opened 1500 dialup service across the country.For mobile
related queries centralized number is 09400024365

3.WEB self Care: Sales are possible through link provided on BSNL website
www.bsnl.co.in .

 Each circle has been asked to appoint 250-300 sales teams. Each team comprises of
4-6 Telephone mechanics, TOAs lead by JTO/SDE/Sr SDE rank officer. 4-6 such teams
have to report to an officer of AGM rank who has to be allocated specific sales targets by
SSA Head.

 Enterprise Customer segmentation:

BSNL has segmented enterprise customers into following three categories:
1.Platinum customers: Large corporate entities (Turnover greater than Rs. 500 cr p.a.),
2.Gold customers: Medium-sized corporate entities (Turnover of Rs. 50-500 cr p.a.).
3.Silver customers: All corporate customers that are not a part of the Platinum

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or Gold accounts are designated as Silver accounts (with indicative turnover

greater than Rs. 10 cr p.a.).

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

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

 Two types of Channel partners

1. Tier 1 Channel Partners (Tier 1 CPs’)
Tier 1 CPs’ will be primarily engaged in the Sales and Marketing of BSNL Voice and Data
services to targeted Silver customers.Tier 1 CP is required to have Minimum 5 number
of sales personnel and 10 number of field engineers.

2. Tier 2 Channel Partners (Tier 2 CPs’)

Tier 2 CPs’ will be primarily engaged in the Sales and Marketing of BSNL Voice products.
Tier 2 CP is required to have Minimum 5 number of sales personnel/field engineers.

 Sales Management Software in BSNL

1.Sales software in CRM module of CDR project: Functions like lead generation, lead
qualification, selling to a retail new/existing Customer will be available.

2.Sancharsoft: Retail/bulk Inventory Management , invoice management, commission

payouts, sales data on geographical as well franchisee/retailer/DSA wise for analysis.

3.Sales & Distribution Module in ERP: order management, stock issue at various
levels such as Direct sales (CSC),Franchisees, Post office etc.

4.Wings software for Project Udaan:a lead management software. It enables

creation, distribution and management of leads, which are then entered in to the local
commercial systems.

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Chapter 12 – Services Marketing

 Characteristics of services
(a) Intangibility
(b) Inseparability
(c) Heterogeneity
(d) Perishability
(e) Ownership.

 Elements of marketing mix in services marketing [7 P’s Marketing Mix]

Four Major elements of marketing mix are
1. Product
2. Price
3.Place (distribution)
4.Promotion
Three more additional elements
5.People
6.Physical evidence
7.Process.

 Pricing tactics to sell services :

1. Differential or flexible pricing :reduce the `perishability' characteristic of

services and iron out the fluctuations in demand

2. Discount pricing :the practice of offering a commission or discount .Eg: advertising

agencies,stock brokers, property dealers

3. Diversionary pricing :refers to a low price which is quoted for a basic service to
attract customers. Eg: A restaurant may offer a basic meal at a low price but one
which includes no soft drink or sweet dish.

4. Guaranteed pricing :payment is to be made only after the results are achieved.
Eg:Employment agencies charge their fee only when a person actually gets a job.

5. High price maintenance pricing : High price is associated with the quality of the
service.Eg: Many doctors, lawyers and other professionals follow this pricing
strategy.

6. Loss leader pricing :initial low price is charged in the hope of getting more
business at subsequently better prices.

7. Offset pricing :basic low price is quoted but the extra services are rather high
priced. Eg: A gynaecologist may charge a low fee for the nine months of pregnancy
through which she regularly checks her patient, but may charge extra for
performing the acutal delivery and post-delivery visits.

8. Penetration Pricing: This is pricing strategy with relatively low initial entry price.

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 Advertisement should be
 Informative: To create brand awareness, knowledge of new products, new
features of existing products.
 Persuasive: It should be convincing
 Reminder: It should act as a reminder for repeat purchase
 Reinforcement: To convince current purchases that they made the right choice

 Services marketing triangle

Three components of the service delivery process
1. Company,
2. Employees
3. Customers.

 Dimensions of service quality

1.Tangibility: It represents the quality of attributes and physical evidence of service.
2. Reliability: It is the ability to perform the service dependably and accurately.
3.Responsiveness: The ability of service provider to respond to customer needs on a
timely basis.
4. Assurance: It is the employees’ knowledge, courtesy, and ability to in still confidence
among customers.
5. Empathy: The high level of attention to customers indicates empathy.

 Branding is done to differentiate offers of a company from other’s offer.

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

 Product Life Cycle

1.Intoduction of product in market
2.Growth
3.Maturity
4.Decline

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 SWOT (Strengths, Weaknesses, Opportunities and Threats)

Strengths and weaknesses are internal element
Opportunities and Threats are external element

 PEST (Political, Economical, Social and Technological) : environmental

 Porters Five Force Model: In case of telecom sector, this model can help us understand
about the interest of existing and new operators in entering 3G, Wi-Max and other new
telecom services market.

 Pull marketing- A type of marketing that attempts to persuade the customer to try a
product and continue to use the product. Advertising is an example of it.

 Push marketing- A type of marketing in which the product is "pushed" from the seller
to the consumer. Direct sales force, contests, free trials etc. are its examples

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Chapter 13 - Asset Management

 Asset Types: 2 Types
1. Current assets :Current assets which are shown in the Balance Sheet e.g. Cash in hand,
Amount receivable from other organization, Bank Balance etc
2. Fixed assets:Fixed assets are infrastructure of the company such as Land, Building,
Apparatus & Plants, Computers, Office Machinery and equipments etc are the examples of
Fixed Assets.

 Classification of Fixed Asset

1.Tangible assets: Tangible assets are those assets having physical substance that can be
seen and touched like Buildings, Plant and machinery etc.. These are governed by
Accounting Standard 10.

2.Intangible Assets: Intangible assets are those assets that are not having any physical
substance but however future economic benefits are expected to flow from them to the
enterprise viz. goodwill, trademark, computer software, patents etc.

 The capital nature of expenditure is initially booked under Inventory, Work in

Progress or directly under Asset.

 The difference between Work in Progress expenditure and Fixed asset expenditure is
that from the date of booking under Fixed Asset, the depreciation on such assets starts.
On the other hand if capital nature of expenditure is booked under WIP or Inventory, the
depreciation does not start till the transfer of such expenditure to Fixed asset.

 Factors for causing Depreciation

1. Wear and tear due to actual use.
2. Efflux of time.
3. Obsolescence due to technological change.
4. Market change.

 In BSNL,Depreciation is calculated on fixed assets from the date of purchase/

completion, as the case may be, as per the rate prescribed for each asset, by adopting
WDV (Written Down Value) method.

 Rate of Depreciation
1. Building :5%
2. Computers: 40%
3. Apparatus and Plant :15.33%
4. Cable :15.33%
5. Motor Vehicles 25.89%
The above rates of depreciation are as per Schedule XIV of the Companies Act 1956.

 As per BSNL Accounting Policy on depreciation, the subscriber installation is

depreciated over the useful life of 5 years on WDV method.

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 Fixed assets are exhibited in the accounts under the following categories:
a) Gross Block (at historical cost)
b) Depreciation
c) Net Block
d) Capital works in progress

 Asset register for each component of assets are maintained in the prescribed format of
21 columns fixed asset register in all primary accounting units by planning branch of
the organisation.

 Where the assets are numerous and difficult to verify, verification, once in
every 3 years by rotation, so that all assets are verified at least once in every 3 years,
may be sufficient

 If sale proceeds are more than the depreciated value or Net realisable valueIncome,
If sale proceeds are less than the depreciated value or Net Realisable Loss

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Chapter 14 - Official Language Policy

 Hindi Official Languages Act – 1963

 Hindi is declared as Official Language of India according to Article 343 and script is in
Devanagari. Hindi Language rule was proposed in 1976

 Hindi Language Policy :

Region A K Shetraproficient in Hindi language means the States of Bihar, Haryana,

Himachal Pradesh, Madhya Pradesh, Rajasthan and Uttar Pradesh and the Union Territories of
Delhi and Andaman and Nicobar Islands

Region BKha Shetraconversant with Hindi Languagemeans the States of Gujarat,

Maharashtra and Punjab and the Union Territory of Chandigarh

Region CGa Shetra less proficiency of Hindi Languagemeans the States and the Union
Territories other than those referred to in Region A and B

 An employee shall be deemed to possess proficiency in Hindi if:

(a) he has passed the Matriculation or any equivalent or higher examination with Hindi as
the medium of examination ; or
(b) he has taken Hindi as an elective subject in the degree examination or any other
examination equivalent to or higher than the degree examination; or
(c) he declares himself to possess proficiency in Hindi in the form annexed to these rules.

 An employee shall be deemed to have acquired a working knowledge of Hindi.

1. If he has passed the Matriculation or an equivalent or higher examination with Hindi as
one of the subjects ;
2. or the Pragya examination conducted under the Hindi Teaching Scheme of
the Central Government or when so specified by that Government in respect of any
particular category of posts, any lower examination under that Scheme;

 Communications between Central Government Offices communications.

1.Between one Ministry or Department of the Central Government and another may be in
Hindi or in English.

2.Replies to communications received in Hindi from a Central Government office in reply to

communications in Hindi shall be in Hindi.

 Communications to from Central Government office to a State or a Union Territory

1. Communications from a Central Government office to a State or a Union Territory in Region

"A" or to any office (not being a Central Government office) or person in such State or Union
Territory shall, save in exceptional cases, be in Hindi, and if any communication is issued to
any of them in English it shall be accompanied by a Hindi translation

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2. Communications from a Central Government office to a State or Union Territory in Region

"B" or to any office (not being a Central Government office) in such State or Union Territory
shall ordinarily be in Hindi and if any communication is issued to any of them in English, it
shall be accompanied by a Hindi translation

3. Communications from a Central Government office to State or Union Territory in Region "C"
or to any office (not being a Central Government office) or person in such State shall be in
English. Notwithstanding anything communications from a Central Government office in
Region "C" to a State or Union Territory of Region "A" or Region "B" or to any office (not
being a Central Government office) or person in such State may be either in Hindi or in
English.

 Hindi Exams
1. Basic Hindi level exam: Pravin
2. Intermediate Hindi level Exam:Prabodh
3. Higher Hindi Level Exam: Pragya

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Chapter 15 - Gender Issues

 Protection of Human Right Act, 1993
"Human rights" mean the rights relating to life, liberty, equality and dignity of the individual
guaranteed by the Constitution or embodied in the International Covenants and enforceable by
courts in India.

 The Court defined sexual harassment very clearly and issued mandatory guidelines, known as
Vishaka Guidelines, for resolution and prevention of sexual harassment at workplace.

 According to The Supreme Court definition, sexual harassment is

1. Physical contact and advances.
2.A demand or request for sexual favours.
3.Sexually coloured remarks.
4.Showing pornography.
5.Any other physical, verbal or non-verbal conduct of a sexual nature.

 Mandatory prerequisites for a committee against sexual harassment are :

1.Minimum Three members.
2.The Complaints Committee should be headed by a woman.
3.Not less than half of its members should be women.
4.Further, to prevent the possibility of any undue pressure or influence from senior levels, such
Complaints Committee should involve a third party, either NGO or other body who is familiar
with the issue of sexual harassment.

 Any person aggrieved shall prefer a complaint before the Complaints Committee at the earliest
point of time and in any case within 15 days from the date of occurrence of the alleged incident

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Chapter 16 - Staff Welfare

 The Funds will be allocated to the Circle Staff Welfare Board on pro-rata basis
i.e. on the basis of the staff strength in the particular Circle

 25% of the amount sanctioned to each Circle will be given to them in May as ad-hoc grant.
Remaining 75% grant will be given only after receipt of the audited account of the
previous financial year

 In no circumstances the minimum eligibility criterion for giving away the assistance
form Welfare Fund, as circulated by BSNL CO. can be relaxed by the Circle.

 If a Circle finds that number of applicants in certain category is more they can give
Scholarship, Book Award and incentive by raising the eligibility criterion so as to
manage with in the limit of grant for that particular category.

 Circles allot funds to each SSA proportionate to their staff strength.

 Eligibility of Book Award

The children should have secured at least 75% marks in the respective annual
examination of the previous year in the Government School/ Govt. Recognized school. The
minimum prescribed percentage is relaxable by 10% in case of the children belonging
to SC/ST/OBC categories and 15% for girls students. Both the relaxation cannot be
combined. Handicapped students are also allowed 10% relaxation in marks.

 Handicapped/mentally retarded children of the employees studying in recognized

schools are granted financial assistance as transport charge/hostel subsidy of Rs 150 per
month in A & B Class cities and Rs 100 per month in other cities.

 In case of death of an employee while in service, irrespective of the fact whether he/she is
a regular employee, a temporary status mazdoor or a daily wager, financial assistance of
Rs. 15000/- is granted to the dependents of the deceased employee as immediate relief.

 If an employee or any dependent member of his family is suffering from a serious disease
like heart ailment, kindly failure, cancer, etc. or undergoing any major operation,
financial assistance up to a maximum of Rs. 25,000/- is granted from the welfare fund. The
Heard of Circles are competent to sanction up to Rs. 15,000/- to the employee in such
cases. For grant of financial assistance over and above Rs. 15,000/- full facts of the case are
required to be sent to the Welfare & Sports Section of BSNL (HQ) along with the
recommendation of the CGM concerned.

 Financial Assistance To Employees Who Are On Leave Due to Prolonged Illness: Such
employees are given financial assistance of Rs.2000/-per month or half of basic pay plus
DA whichever is less, when on leave without pay and Rs.1000/-per month or 1/3 of
basic pay plus DA whichever is less, when on half pay leave.

 Recreation Clubs are given grant-in-aid of Rs.20/-per head for the total sanctioned
strength and a matching grant of Rs.20/-per member of the Club is also given.

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 Departmental sports meets tournaments: Provision of Special Casual Leave, Refreshment/

conveyance charges, Kit money etc are allowed to players/coach etc. 1st, 2nd and 3rd
position holders in All India BSNL tournament for two consecutive years are entitled for
cash award also.

 Also Sanchar Krida Awards are given for outstanding who have achieved excellence by
representing India in International competitions and also to those who achieve 1st ,2nd
and 3rd positions in the Nationals / national level tournaments.

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Chapter 17 - INSPECTION & QUALITY OF SERVICES

 Customer satisfaction is the major determining factor in the emergence of new services,
setting standards and designing of network

 One Nodal Officer from Inspection circle and One Nodal Officer from SSA are nominated
(by The GM / TDM of the SSA) for the Survey of Quality of Service in every Six month of
span.

 The norm for leased line after payment is within 30 days. Up to 90% cases of leased line
after payment should be provided within 30 days and 100% for the excellent Quality of
service

 Point of Interconnection is provided for the connectivity between BSNL and Private
Operators for exchange of calls. POI should be provision within 3 month after the payment
/ from the date of demand draft issue. At least 90% of the POI should be provisioned
within 3 months.

 Fault Rate: Number of faults per hundred subscribers per month is considering as
fault rate of the SSA. The norm for fault rate is up to five faults per 100 subscribers is
permissible during a month. However as per the guide line from in BSNL H/Q it is
maximum up to 7 per 100 subscribers. To maintain Quality of Service satisfaction
high, the fault rate should be kept low as possible

 Call Completion Rate is defined as the ratio of the number of successful calls to the
number of call attempts.

 Billing complaints per 100 bills issued = total number of disputed bills X 100 total
number of bills issued during one billing cycle.

 Blocked call means a call that is not connected because there is no free channel to serve a
call attempt.Hence this parameter represents congestion in the network. The
congestion may be at SDCCH level or TCH level. For the SDCCH Congestion the
benchmark is <1%. For the TCH Congestion the benchmark is <2%

 The call drop represents the service provider’s ability to maintain a call once it has been
correctly established. As per the Quality of Service Regulation the benchmark for Call Drop
is <2%.

 Shift Intra Exchange Within Three days

Shift Inter Exchange Within Seven days

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Chapter 18 - BSNL SERVICES

 Fixed Line Prepaid (FLPP) : to give the pre-paid experience to our fixed line customers.
This would also enable BSNL to reduce the bad debts.

 FLPP (Fixed Line Pre-Paid) Services is being provided through the IN platforms at
Kolkata (SCP_code 345)& Ahmedabad (SCP_ code 233).The two IN platforms have a
total capacity for handling 8 million FLPP Accounts (4million/platform) & 96 million
recharge coupons.

 A centralized Voucher Database Management System (VOMS - w here voucher

information resides) has been installed at Kolkata, which shall be accessible, by the
IN Platforms at Ahmedabad & Kolkata on MPLS VPN links for the purpose of Voucher
management/recharging the Accounts

 The authentication of FLPP is implicitly linked to his CLI & the user is therefore not
required to dial the Account number/ PIN for authentication. It shall be possible to use
FLPP service from fixed and WLL networks.

 FLPP Accounts Types

1. UNIVERSAL PCO FLPP Account - offering only Prepaid Services (for Local
+STD+ISD).This Account will be provided to PCO owners only
The prepaid account will be directly linked to the PCO’s telephone line.

2. General FLPP Account - offering both Prepaid & Postpaid services .

This service can be provided to all wire-line customers other than PCOs i.e. to
both residential as well as commercial customers. The customer has the option of
making both prepaid calls as well as postpaid calls through his FLPP account.

3. General FLPP Account -offering only Prepaid services :

This service can be provided to all wire-line customers, WLL other than PCOs i.e. to
both residential as well as commercial customers. The customer can make only
prepaid calls through his FLPP Account.

 IPTV (Internet Protocol):IPTV is a system used to deliver digital television services to the
consumers who are registered subscribers for this system Often, this service is
provided together with Video facility on demand

 Applications of IPTV
 Homeowner Entertainment
 Digital Television
 On-Demand Video
 Business TV to Desktop
 Distance Learning
 Corporate Communications
 Video Chat

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 Mobile commerce
In 1997 also the first mobile phone based banking service was launched by Merita bank
of Finland also using SMS

 Mobile ticketing:Tickets can be sent to mobile phones using a variety of technologies.

 Content purchase and delivery:Currently, mobile content purchase and delivery mainly
consists of the sale of ringtones, wallpapers, and games for mobile phones

 Location-based services:Unlike a home PC, the location of the mobile phone user is an
important piece of information used during mobile commerce transactions

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Chapter 19 - RESERVATION POLICY

 Article 15: Right to Equality .Prohibition of discrimination on grounds of religion, race,
caste, sex or place of birth.

 Article 16: Equality of opportunity in matters of public employment

 Article 46- Special care for educational and economic interests of weaker section, in
particular SC and STs. Also protect them from social injustice and all forms of exploitation

 Article 335: Claims of Scheduled Castes and Scheduled Tribes to services and posts

 Appointment of two separate commissions as per Articles 338 and 338a of the
constitution of India 1. Scheduled castes 2. Scheduled tribes union

 National Commission for Scheduled Castes & Schedule tribes constituted on 24-2-2004 and
notified on 25-2-2004 as under: One Chair Person, One Vice Chair Person and Three
Members.Tenure of office: 3 Years

 BSNL Reservation /Concession for SC/ST/OBC

1.Reservation for SC/ST/OBC put together not to exceed 50% of vacancies in a year.
2. Reservation for SC/ST/OBC put together not to exceed 50% of the cadre

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 The number of points in the rosters shall be equal to the number of posts in the cadre. In
case there is any increase or decrease in the cadre strength in future, the rosters shall be
expanded/contracted correspondingly

 A 100 point roster is being followed in BSNL.

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Chapter 20 - Contractual Labour Management

 Indian Contract Act-1872.Applicable to whole of India except J&K.Applicable from

1.09.1872

 An Agreement enforceable by Law is a Contract

An agreement not enforceable by Law is said to be void.

 A proposal may be revoked at any time before the communication of its acceptance is
complete as against the proposer, but not afterwards.
An acceptance may be revoked at any time before the communication of the
acceptance is complete as against the acceptor, but not afterwards.

 All the agreements are contracts

 If they are made by free consent
 Parties competent to contract (Sec-11)
 For a Lawful consideration.
 With Lawful object
 Lawful objects are not expressly declared to be void

 Every person is competent to contract who is

 Major
 of sound mind (Sec-12)
 not disqualified from contracting by any law

 Free consent if
 No coercion (Sec-15)
 No undue influence (Sec-16)
 No Fraud (Sec-17)
 No misrepresentation of facts (Sec-18)
 No mistake (Sec-20, 21, & 22)

 The Arbitration and Conciliation Act, 1996

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Chapter 21 – Aspiration Driven Transformation [Project Shikhar]

 BSNL Vision: To become the largest telecom Service Provider in Asia.

 BSNL Mission:
i. To provide world class State-of-art technology telecom services on demand at
competitive prices.
ii. To Provide world class telecom infrastructure in its area of operation and to
contribute to the growth of the country's economy

 BSNL management appointed consultant M/s Boston Consulting Group to do analysis for
its declining profit in previous years

 M/s Boston Consulting Group factors for BSNL Decreasing profits:

1. Lack of shared vision among employees
2. Inability to see big picture
3. Too broad structure
4. Lack of documented role, responsibility and accountability matrix
5. Legacy processes

 SWOT stands for Strength,Weakness, Opportunities and Threat

 SWOT Analysis:

1.Strengths: Internal ElementsGood customer relationships; well-planned, efficient

departments; efficient processes, clear business objectives and adequate financial,
technological and experienced and skilled human resource

2. Weakness: Internal ElementsInternal production problems,an unclear business

strategy, high employee turnover, and demotivated employees, old and obsolete
machinery, poor workmanship

3. Opportunities:External ElementsNew markets emerging for new products being

developed, economic recovery, expanding overseas markets, brand loyalty from long-
standing customers, industry associations, conventions and trade shows, the encouraging
external business environment

4. Threats: External elementsEconomic recessions, changing customer needs

and wants, new competitor entering the market, changing customer demographics and a
lack of materials to manufacture the product, the unfavourable external business
environment.

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 Aspiration Driven Transformation process in 2008 titled as ‘Project Shikhar’.

 Project Shikhar was divided in two phases, Phase-I and Phase-II.

Phase I: Design and Development Phase

Phase II: Implementation

 BSNL Board new Structure

 Director Consumer Fixed Access : Consumers,SOHO,Small Enterprises Landline,PCO,

Broadband
Director Consumer Mobility: Consumers,SOHO,Small Enterprises GSM (2G,3G),
WLL, WiMax,VAS,Roaming
Director Enterprise: Medium & large enterprises, Carriers, ISPsVoice,Data,Managed
Services, NLS/ILD,wholesale
Director HR -includes Admin, Legal

 Departments Directly reporting to CMD

1. ED Corporate Affairs (including Corporate IT, Corporate Planning & Monitoring,

Corporate Marketing and Public Relations, Regulation)
2.Company Secretary
3. Vigilance (CVO)
4.GM (Coordination & Monitoring)

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Classification of Circle Office tables

 All the circles have thirteen distinct sections namely, CFA, CM, Enterprise, Passive
Infra, HR, Finance, Business Planning/IT, Civil, Electrical, Architect, Vigilance,Commercial &
Regulation, CSC etc

 Project Sponsor: Director/Executive Director in the Corporate Office Provides

overall guidance and direction of project

 Project Champion: CGM/PGM/GM level officer in the Corporate Office responsible for
driving implementation of the project

 Project Coaches: GM/DGM level officer in the Corporate Office day-to-day execution of the
project

 A Transformation Management Office has been set up under GM (Corporate

Restructuring) at BSNL corporate office.

 Project Vijay: Mobile

Project Udaan: Landline & Broadband
Project Dosti: Billing and Collections,Service delivery and complaint handling, Improve
market share, New Plans,More interaction with PCO franchisees
Project Kuber: Billing and Collections, Processes for bad debt recovery, Ensure timely
billing of circuits
Project Sanchay : Savings, Security Cost,Fuel cost,Inventory management
Project Smile : Customer Care, Improved ambience of CSC, multimode payment of bills,
Shop in Shop concept, Training to CSC staff etc.

 Six major sources of organizational resistance

1. Structural Inertia
2. Limited Focus of change
3. Group Inertia
4. Threat to expertse
5. Threat to established Power relationship
6. Threat to established Resource Allocation

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 Six tactics have been suggested for use by change agents in dealing with resistance to
change
1.Education and communication
2.Participation
3. Facilitation and support
4.Negotiation
5.Manipulation and co- operation
6.Coercion

 More emphasis needs to be given for effecting successful change in using first three tactics i.e.
Education and Communication, Participation, Facilitation & Supports.

 Typically, three conditions are present in a Change Ready Organization

 First, effective leadership is in place at all levels in the organization
 Second, employees are personally motivated to change
 Third, the organization is accustomed to working collaboratively

 Planned change is the change activities that are intentional and goal oriented

 Change agents is defined as the persons who act as catalysts and assume the responsibility for
managing change activities

 McKinsey 7S framework: 1.Strategy 2.Structure 3.Systems 4.Shared Values 5.Style 6.Staff

7.Skills

 Hard Elements:Strategy, Structure and System

Soft Elements :Shared Values, Style, Staff and Skills

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Abbrievations
BBSC Balanced Business Score card
KPI Key Performance Indicators
KRA Key Responsibility Area
IPMS Individual Performance Management System
FPMS Field Performance Management System
GPMS Group Performance Management System
RE Revised Estimate
BE Budget Estimate
OCC Operational Cost Centres
SCC Serviced Cost Centres
CD Contract Demand
MD Maximum Demand
PIO Public Information Officer
APIO Assistant Public Information Officer
IC Information Commission
CDA Conduct, Discipline and Appeal Rules
CRM Customer Relationship managers
LTV Lifetime value
TRAI Telecom Regulatory Authority
SSA Secondary Switching Area
FRS fault restoration system
NAM National Account Manager
RFQ Request For Proposal
DSA Direct Selling Agent
SFA Sales Force Automation System
FOS Feet On Street
BCG Boston Consulting Group
NTP New Telecom Policy
ADT Aspiration Driven Test
TMO Transformation Management Office
WIP Work In Progress

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