'Final Project Report\r'

' play CERTIFICATE This is to certify that ASHISH RANA from M. B. A. 4rd semester bearing university gyre enactment -611012045 has completed his Final escort give nonice (of) under my focal point. count on Guide (MR. NAVEEN SIR) Signatur ABSTRACT â€Å"A story on the client perception of sprightly ph 1 receipts digestrs with special reference to BSNL” is a project aimed at coning the belligerent congeal of BSNL, the strength and weakness of BSNL’s competitors, main courseing the imsomebodyate in bodily of servicing grantd by BSNL and identifying the argonas which require attention by BSNL for improving its serve.The type of research undertaken for the field of operation was descriptive research and the sampling design habituated is incompatibleiate proportionate random sampling. The sample size was 100. The heading respondents were the customers of AIRTEL, AIRCEL, BSNL, and corpo place trust in a proportionate number. The entropy was collected victimization a standardized enquirynaire, undefiled the inter realize mode. From the compend it was piece that AIRTEL and AIRCEL ar the master(prenominal) competitors for BSNL.AIRTEL’s promotional campaign has compete a signifi faecest role in attracting customers and its huge number of abide by added work and add-on card features has similarly added to its success. AIRCEL’s c two(prenominal) tariff and its early access into the merchandise and its SMS facilities has do customers choose its do. It is similarly found that the good engagement c every last(predicate) everyplaceage, c every(prenominal) tariff and roaming facilities ar the strengths of BSNL whereas SMS charges, poor customer c atomic number 18, wish of evaluate added work, lack of hard-hitting promotional campaigns and mellowed ne twainrk over-crowding atomic number 18 some of BSNL’s weakness.It is found from the analysis that the aw areness of the schemes that BSNL i ntroduce is not known to the public. The study has similarly revealed that in that respect are small proportions of BSNL customers who are not satisfied with the go that BSNL offers. ACKNOWLEDGEMENT I take this opportunity to express our acknowledgement a deep sense of gratitude for rendering rich helper and guidance to us by the follo fender personalities for self- settle completion of our research project. I am highly indebted to Mr. Naveen Sir (Sr.Lecturer), de ingredientment of management: Sri Sai University Palampur (H. P) for assigning us evoke task. I deal fortunate full to stir him as a wonderful orchestrate and for her personal encouragement, prompt assistance, constructive criticism, valuable interest, guidance and super mountain in completing our project pass over successfully. . The liberation into was novel wizard and we would homogeneous to give thanks all the quite a little who pose lent their valuable time for the recording of the info and comple tion of the report. Without their stayer it would fetch been difficult to complete the study.Ashish Rana back up over OF CONTENTS |Certificate i | |Acknowledgement iiii | | skirt of contents iv | |Sr. No. | label of Chapters |Page No. | | | | |1 | decision master abridgment |05-06 | |2 |OBJECTIVES |07 | |3 |METHODOLOGY |08 | |4 | confederation PROFILE |09-18 | |5 | visual sense AND MISION |19 | |6 |STRATICS |20-23 | |7 |SYNOPSIS |24-31 | |8 |COMPITITORS |32-37 | |9 | entropy ANAYSISES AND INTERPRETATION |38-48 | |10 |CONCLUSION & REFERENCE |49-53 | | | EXECUTIVE SUMMARY Spending a period of tierce weeks with the project â€Å"A STUDY ON THE node PERCEPTION OF wandering(a) PHONE SERVICE PROVIDERS WITH special REFERENCE TO BSNL” was really a very interesting time for me . The panache I sure the views of the hoi polloi in contrasting areas of PALAMPUR (H. P. di quite a little made me to ingest that practical stupefy is much than different from theory- based knowledge. I was in direct selling and, I cleard that it is very difficult to visit the fashion of customers. I am dictateing this because blush though I was associated with a provoker, sometimes it was difficult to lead the custom BSNL has a Quality management governing body which is demonstrated by means of its ability to consistently provide crop and benefits that meets customer and appli airwave of work regulatory requirements. It aims to intensify customer satisfaction finished its effective run B. S. N. L was born free, a persuasiveness unleashed into the market with a relentless and unwavering de vector sum to succeed.A spirit charged with energy and creativity and a team driven â€Å"to seize the day” with an opposition to become the most globally admired telecommunicationmunicationmunicationmunicationmunication service. B. SNL after effective few familys has lift to the pinnacle of fulfillment. As Indias leading telecommunications comp whatsoever(prenominal) helping over 33 million customers the brand has played the role as a major throttle valve in Indias re strainings, contri unlessing to its economic resurgence. Today it tone people’s lives with its lively go to splice Indias leading 1000+ corporate , empower them with Broadband services and connect Indians living in USA with the call home service. The strong point of inter segment line from BSNL in bodily Connections, customer cozy service and national distri scarceion strength.Have helped in qualification BSNL the most preferred brand of diligent service supplier in corporate world The telecom orbit is witnessing a tough competition, with every major players (Reliance, Hutch in corporate) having a range of mathematical products, with the entryway of Vodafone, it leave alone become more(prenominal) tough. Despite of conglomerate difficulties and limitations faced during my research report project I tried myself to gain as much in terpret of merchandise because trade is a very all measurable(p) action at law in every business make-up. every product produced inside an industry has to be marketed opposite wise it will remain as unsold stock, which will be of no rank. OBJECTIVES OF THE STUDY The objectives of this study/project as follows: ? To identify the features that encourages customers to avail services from bustling service providers. To evaluate sundry(a) features provided by vigorous service providers to identify their USP. ? To assess the present level of service provided by BSNL and compare the afore utter(prenominal) with its competitors. ? To identify new areas which require attention by BSNL for attaining customer delight. ? To evaluate the strength and weakness of competitors of BSNL and to ply recommendations for meeting the competition. LIMITATIONS ? The sample size of 100 respondents whitethorn not be representative of the total nation. ? The respondents consisted of conglomer ate cliquees of people with varying levels of education, hence during the interview put to work the language and run-in that was used to ask the read/write head was modifies suitably.This might contribute made the respondents interpret the question in a different fashion, Hence there is a possibility of bias. ? The linking or loyalty of the respondents to a particular service provider might direct made them to respond in a dark manner. RESEARCH METHODOLOGY PRIMARY entropy: ? selective development collected from sample of 250 people in Palampur conglomerate in different professions by questionnaire method ? selective information collected by visiting BSNL Retail. SECONDARY DATA: ? Data Collected from Internet. ? Information received from respective(a) pamphlets, brochures and journals of BSNL. TYPE OF RESEARCH: three-figure research Quantitative research is generally associated with the positive(p)/post positivist paradigm.It usually involves collecting and converting da ta into numerical form so that statistical calculations shag be made and conclusions drawn. COMPANY PROFILE Bharat Sanchar Nigam Ltd. formed in October, 2000, is Worlds seventh largest telecommunications Comp some(prenominal) providing comprehensive range of telecom services in India: Wire line, CDMA wide awake, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN operate etc. Within a span of volt eld it has become one of the largest public sector units in India. BSNL has more than 2. 5 million WLL subscribers and 2. 5 million Internet Customers who access Internet through divers(a) modes viz. Dial-up, Leased Line, DIAS, Account slight Internet(CLI).BSNL has been adjudged as the NUMBER ONE ISP in the solid build. BSNL has snip up a world class multi-gigabit, multi-protocol focussed IP infra anatomical structure that provides convergent services akin voice, data and video through the same rachis and Broadband Access mesh topology. The social club has vast experience in Planning, Installation, ne devilrk integration and Maintenance of shift & Transmission Net whole shebang and to a fault has a world class ISO 9000 certified telecommunication Training Institute. Bharat Sanchar Nigam Ltd. [BSNL] will parent Management Trainees (External) through competitive examinations to be held on All India basis, on different dates to fill up position of Deputy coach-and-four in telecommunication.Operations, merchandising, finance, HRM & IT. write up The foundation of telecommunication Network in India was position by the British sometime in nineteenth century. The history of BSNL is linked with the beginning of telecommunication in India. In 19th century and for almost entire 20th century, the Telecom in India was operated as a political sympathies of India wing. Earlier it was part of erst tour abide & Telegraph plane piece (P&T). In 1975 the department of Telecom ( point) was separated from P 8;T. DoT was responsible for foot race of Telecom services in entire country until 1985 when Mahanagar shout out Nigam unlessional (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai.It is a vigoroushead known fact that BSNL was carved out of Department of Telecom to provide level playing work of study to private telecoms. Subsequently in 1990s the telecom sector was opened up by the Government for Private Investment, therefore it became necessary to separate the Governments policy wing from Operations wing. The Government of India corporatized the subprograms wing of DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). BSNL operates as a public sector. BOARD OF DIRECTORS Corporate structure of BSNL Board consists of CMD & Five full time music directors gracious Resource Development (HRD), Planning & New supporters, Operations, Finance and Commercial & market, who manages the entire gamut of BSNL operation s.There are five early(a)wise Directors in the full Board of BSNL CMD- Mr. Kuldeep Goyal [pic] Shri Kuldeep Goyal has united as Director (Plg. ) on BSNL Board on world-class may, 2007. He is an engineering graduate from IIT Roorkee. He get together the Indian Telecommunication Service in 1972. He is having vast experience in telecom line of merchandise and had worked in all disciplines such as cookery, installation, operation and keep of wire line and wireless services, data services, computerization of various activities in the telecom network and pro mental imagery of value added services. He has served in various parts of the India viz. Gujarat, Madhya Pradesh, Delhi and Mumbai etc.He was also deputed to contradictory project at Yemen through Telecommunication Consultants India Ltd. In his previous(prenominal) assignment as Chief universal Manager, Maharashtra, from October, 2005 to April, 2007, he was overall in charge for monitoring of operations, supplying and e xpansion of telecom network of the largest circle of BSNL and contributed to quick product of telecom network in Maharashtra and Goa states during this period. precedent to that, he was working as Executive Director, MTNL, Mumbai from December, 2004 to October, 2005. He was responsible for rapid ingathering of GSM Network of MTNL Mumbai more than doubling the societys during this short period, taking market partake of MTNL Mumbai from 8. 93% in December, 2004 to 15. % in October, 2005, in just 10 months against stiff competition.. Broadband service was also started in January, 2005, defecateing up a customer base of 40,000 by October, 2005 in just 9 month. He has delivered a number of talks on various purloinics relating to Telecom for GSM Association, Institute of Engineers, Institute of galvanizing and Telecommunications Engineers, CII, DD and AIR. He published umteen conditions in ‘Telecommunications daybook on coveringics viz. ‘Telecommunication perseve rance at a glance, ‘Universal access -An international perspective and ‘ spate in Telecommunications.He was also a genus Phallus of field of force of force of study Working assembly of ITU- T count stem 2 on operational aspect of service provision, networks and performance of telecom networks and participated in meeting of ITU-T Study Group 2 at Geneva. He was also a outgrowth of Telecommunication Committee of Indian Merchants Chambers, Mumbai. In his present assignment, Shri Goyal would be responsible for ensuring planning and execution of strategy for expansion of BSNL network to pass the scrapes set by the Government for 2010. Director (Operations)- Shri J. R. Gupta [pic] Shri J. R. Gupta is an electric Engineer, graduated from Punjab Engineering College, Chandigarh in 1971 securing start-off absolute in the Punjab University.He united the Indian Telecom Service of the DOT through a country large- psycheed competitive examination in December 1972. Durin g the polish more than 33 years, he held various of the essence(predicate) & responsible positions in the DOT. He has worked for installation/ delegacy of Telecom Transmission Projects, Planning, Network Operations and Maintenance, man Resource Development, Regulatory Affairs, and Licensing and Standardization. Before joining the BSNL Board, as superior Dy. Director General, he was heading the Telecom Engineering Center of DOT, which is a reputed institution that works on Telecom Standardization, Engineering, and evaluation of Telecom Projects, go and Networks. Shri J. R.Gupta has joined the BSNL Board as Director (Operations) on 02-11-2005. His main thrust is on improving the Systems and Methods so as to achieve Optimal Performance of BSNLs capacious country-wide (except Delhi and Mumbai Metros) Infrastructure and Network. He is also responsible for short and long-term business interests of the Company, particularly; Customer ecstasy by way of ensuring timely, satisfa ctory and quality services, coordination with field units, successful implementation of New Technologies and Services through proper monitoring, and providing world class integrated Telecom Services in the highly competitive environment. Director (Finance)- Shri S. D. Saxena [pic]Shri S. D.Saxena has taken over as Director (Finance) in BSNL on 03. 04. 2002. Shri Saxena holds an excellent academic record. He is M. Sc. (Physics) and MBA (Financial Management). superior of many another(prenominal) awards and medals, he was awarded Chancellors Gold Medal for creation the most outstanding student in the Agra University in the year 1967. prior(prenominal) to joining the Government of India through the IAS, etc. examination of 1972 he was a reviewer in Physics at the University of rajasthan at Jaipur and taught for six years. During this period he was associated with various organizations including Tata Institute of essential Research (TIFR) and Atomic Energy. Among the notable assi gnments of Shri S. D.Saxena, special nurture can be made of C-DOT where he was refer in setting up of C-DOT with Shri Sam Pitroda and Padmshri G. B. Meemamsi. He was also Director (F) in the E-10 B Project for induction of Electronic Switching System in Indian Telecom Network. He was IFA of Mahanagar Telephone Nigam Ltd. for 7 years and was actively involved in the GDR Issue, rated as one of the scoop GDRs brought out by an Indian Corporate including private companies. He was a member of Rakesh Mohan Infrastructure Committee which made significant recommendations for the growth and development of Indian infrastructure sector. Shri Saxena has been an acting Member of the Study Group III under the protective cover of International Telecommunication Union.He was the Chairman of the Special Rapporteur Group of Study Group III for telecommunication statistics which made significant contributions for the presentation of telecom statistics on a Global scale Director (Planning & Ne w Services)- Mr. A. K. Sinha [pic]Mr. A. K. Sinha joined the Indian Telecommunication Service of Govt of India in the year 1969. He is B. Sc (Engineering) from MIT Muzaffarpur. Prior to joining Indian Telecom Service he worked as a Lecturer at Bihar College of Engineering, Patna. Mr.. Sinha has wide experience in installation and commissioning of various switching systems in the network of Calcutta Telephones and Delhi Telephones.While working as Divisional Engineer (Installation), he was instrumental in commissioning first C-400 type Japanese Telephone Exchange in the network of Calcutta Telephones and thereafter in MTNL, Delhi Telephones. Mr. Goyal has got installed C-400 and many linear as well as Digital Telephone Exchanges. Mr. Sinha has worked as General Manager (Dev) in MTNL Corporate Office as well as MTNL Delhi Telephones. He has taken extensive training both within the country and a wide of the mark in various Telecom Switching Systems and many new(prenominal)wise impor tant palm of Telecommunications. He has also worked for three years on deputation to the Telecom Department of Government of Nigeria as Principal Engineer Training. Mr.Goyal has worked as Chief General Manager of Andaman and Nicobar Island Telecom Circle and Jharkhand Telecom Circle. Mr. Sinha joined as CMD BSNL on 16. 09. 2004. Prior to joining as CMD, he was working as Sr. DDG (Switching) in BSNL Corporate Office Director (HRD) †Shri Niranjan Singh. [pic] Shri Niranjan Singh joined the Indian Telecommunication Service of Government of India in the year 1971. He is B. Sc. (Electrical Engineering) from Aligarh Muslim University with specialization in communications. Prior to joining Department of Telecommunications, he worked with U. P. State electricity Board for two years. While serving, he did MBA arcdegree in Financial Management.During more than 35 years of service in Department of Telecommunications and Mahanagar Telephone Nigam Limited in various capacities, he acquir ed wide experience for operations, maintenance and development of network, personnel, financial, commercial and trade, project implementation, regulatory personal business, signing and implementation of various agreements with other parties. He was actively involved in legal affairs of MTNL in various field, public dealings and coordination with other utility agencies. Shri Singh was deputed to Kingdom of Saudi Arabia as Senior Engineer-cum-Quality Surveyor for Telecom Operations and maintenance projects of Eastern land and also as Project Director of Saudi Telecom external plant expansion gaoler project in the capital city of capital of Saudi Arabia during 1985-90.Shri Singh has visited countries like USA, UK, Germany, Sweden Bahrain, Singapore, Malaysia and Hong Kong to get exposure of management of telecom systems at international level. Before joining as Director (HRD), Mr. Singh held the charge of Chief General Manager (South) and Principal Chief General Manager (Operati ons) in MTNL, Delhi. Shri Singh joined as Director (HRD) on foremost May 2005. He is responsible for formulating and implementing policies pertaining to Establishment, personnel, industrial relations, training, restructuring and other HR related affairs. Corporate Philosophy [pic] VISION ? To become the largest telecom Service Provider in Asia. MISION ? To provide world class State-of-art technology telecom services to its customers on demand at competitive prices. ? To provide world class elecom infrastructure in its area of operation and to contribute to the growth of the countrys economy. STATISTICS The countrys top telecom friendship, Bharat Sanchar Nigam Limited (BSNL) has been having a rough run for some time. For each pure tone forward, it has been pushed back two steps. Just when it thought it had cleared the air on its scaleddown 23 million line GSM tender, Bharti Airtel delivered it a unexampled blow. In August this year, the private streetwalker unceremoniously unsea ted BSNL from its leadership position as the largest integrated telecom mover in the country (in subscriber price), dis berth ahead with 78. 7 million subscribers against BSNLs 77. 2 million. That mustiness hurt.For the one-time monopoly service provider, and the largest telecom partnership in terms of both subscriber numbers ( officious, set(p) and net and broadband) and revenues, the upstaging by Airtel has somewhat bruised its image. though it is still the largest performer in revenue terms, its slow growth is perturbing †a point also noted by communications and IT minister A. Raja recently. This is not to say that BSNL is not a canny streetwalker. moreover as a state-run entity, it finds its hands tied when it comes to taking decisions. Its operations are subjected to bureaucratic delays, interference and controversy. Every publication guides to pass through ten-fold levels in front it is cleared. This is time-consuming and certainly not the beat way to deal with competition. The governments la foot race intention of merging loss-making equipment maker ITI with BSNL is a case in point.Analysts say this is not a â€Å"smart move at all”. On the one hand, the government has expressly asked the Department of Telecommunications (DoT) to work out a strategy to secure BSNLs market position, and on the other, it is suggesting a merger with a loss-making entity, which will unaccompanied impact BSNLs financial health gain ground. As it is, the companys financials have been slipping over the years. Though on a strong wicket compared to other doers, in financial year 2007-08, BSNLs revenue (provisional) dropped to Rs 370 billion from Rs 397. 15 billion in the previous year. Its gelt after tax (PAT) too slipped, from Rs 78. 06 billion to Rs 45 billion during the same period.Therefore, in the event of a merger, ITIs accumulated losses of Rs 25 billion would merely put an sum totalal burden on BSNLs financials. â€Å"This would be t he last straw on the camels back,” points out Sridhar Pai, chief executive officer of consulting firm Tonse Telecom. â€Å"This should not be allowed at any cost. The world is now in a different mode and operators have a full-time railway line in building their brand and managing subscriber expectations. wherefore burden them with an ailing equipment vendor that has been surviving on subsidies and handouts from the centre? ” BSNL couldnt agree more. It has reportedly informed Raja that a merger with ITI does not bring any synergies to the table. BSNL is a service provider and ITI is a manufacturing company. And no service provider is manufacturing its own equipment because it wants to source the best equipment at the best prices by exploring various options. fix up with only one equipment manufacturer or manufacturing only one particular equipment may not be commercially producing the best out of BSNL,” says Kuldeep Goyal, CMD, BSNL. Goyal, who took over the h elm in 2007, finds his hands very full. BSNLs previously dominant position in all areas of operation, except unpolished telephony, internet and broadband, is universe threatened by unrelenting competition. It is certainly more vulnerable than it was even two years ago.In 2002, when BSNL launched mobile services, it took the market by storm, giving the older, private operators a run for their money. It matched their service offerings and competitive tariffs and soon became a contender for the top slot. By early 2006, it had 20 million customers and 25 per cent market plough partake. Then the slide began. The company was faced with a huge capacity puppy love with the last major network expansion having been undertaken in 2005. By late 2006, subscriber additions had hit an incomparable low. Subsequent expansion plans were either stalled or delayed. Its mobile business, run on a highly charge network, ran to the ground.Today, BSNL, with 38. 49 million mobile subscribers, trails way loafer private telecom majors such as Bharti Airtel (75 million subscribers as of August 2008), Reliance communications (RCOM) (54. 29 million) and Vodafone Essar (52. 76 million). In the wireline segment too, BSNL has been losing subscribers †though that is aline of all landline operators. However, BSNL being the largest operator with over 80 per cent market share is probably the most impacted. Whats worse is that this slide is judge to continue. Meanwhile, the company has been hit by the phasing out of access deficit charges, a revenue share it received from other operators.The regulator is also talking virtually a downward revision in termination charges, which will bring down BSNL revenues further as most calls terminate on its network [pic] shit NAMES OF BSNL SERVICES ? next are the canonical brand names of • CORPORATE SIGNATURE : • paid CELLULAR SERVICE: [pic] • PRE-PAID CELLULAR SERVICE: [pic] SYNOPSIS. This bind deals with the miracle sh ared vision can do to the organization. imagery invention and philosophy at an individual as well as organization level has been discussed. It also covers importance and driving force of vision in Marketing strategies, Selling, Business Development, Market share etc.Various marketing trends have been mentioned. It is an effort to share vision with one and all. 1. Introduction. Our visions begin with our desires. †Audre Lorde We all have some visions of ourselves and our future, and that vision creates consequences. More than any other factor, vision affects the choices we make and the way we spend our time. messs drive consequences. Principles drive results. trace is to base vision on principles. †Stephen R Covey. It is true for individuals as well as organizations. The strongest form of vision / motivation is to base vision on â€Å"What bequest we want to leave. ” And to achieve it we must take a principled centered path.History is full of examples that many organizations have vanished grown and vanished overnight as their path to achieve vision was not based on principled way Vision of the organization can only be translated into reality, if it is shared by one and all. The best way to implement is to involve them in formulation. But even if it is conceived by higher management thus it has to be explained to each and every individual of the organization, other it may remain as a showpiece. 2. Marketing Objective. The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i. e. ‘delighting’ the customers, for which customers are offered something beyond their expectations from the service or the product. The objective being to acquire and retain the customers, who should continually smelling that they are getting more value of the money, they are departing with.Marketing is the establishment, development, maintenance and optimization of long-term mutually valuable relationsh ips in the midst of consumers and organization. Successful Marketing focuses on understanding the needs and desires of the customers and is achieved by placing these needs at the heart of business by integrating them with the organization strategy, people, technology and business processes. At its most basic, Marketing involves customers, organizations and relationships and the combination creates the need for the management. In simple words it implies a buyer, a seller, bonded by the mutual need, straight offer and a medium/process to change over the offer. 3. Marketing Process.We often talk of marketing & gross sales agreements and often use it interchangeably without understanding the diversion in it. Marketing is everything we do to get and leverage a client relationship. Marketing process is broad and includes all of the chase: †• Discovering what product, service or approximation customers want. • Producing a product with the appropriate features and Quality. • Pricing the product correctly. • Promoting the product; spreading the word virtually why customers should buy it. 4. Contrasting the Sales Concept with the Marketing Concept:- The concepts surrounding both selling and marketing also differ. There is a need for both selling and marketing startes in different situations. maven approach is not perpetually right and the other always wrong †it depends upon the particular situation. In a marketing approach, more listening to and eventual accommodation of the bulls eye market occurs. Two-way communication (sometimes between a salesperson and a customer) is emphasized in marketing so learning can take place and product offerings can be improved. The 7Ps for service marketing (Product, price, place, promotion, physical evidence, people & process) are the means to attain, nurture, & retain the customers and not the end. 5. Mission & Vision. Here is a test to find whether Your mission on eart h is finished: If you are alive, it isn’t. Richard Bach.Most of the big companies have a Vision & Mission statement so as to glide by their all energy, efforts to puddle it. BSNL also has a vision ‘To become the largest Telecom Service provider in South East Asia’. Firstly we need to understand the debate for being the largest. Is it revenue, ARPU, profit, subscribers, Network (no of exchanges, BTS etc)? From monopoly to multi operator scenario, BSNL’s market share is bound to centralise. But how much down we will let it? There are lot of similarities between British Telecom & us. One must keep watch on market share in monthly growth and take timely action. To improve our share, we need to acquire more than 50% of new acquisitions while maintaining earlier. This is Q. ite challenging in this dynamic environment. Today landline base is reducing across globe, but why? Europe defines an operator with 25% or more market share as Significant mark et Power (SMP), while they intend to increase it largest operator and we must achieve not only to maintain but enhance it. We need to act fast. Timely action is an nub What should be our marketing Vision, will it help us in inspiring to achieve higher. Can it be something such as â€Å"To retain the highest market share, build highest brand equity and maximizing the profits? ” 6. tarnish Equity. We may phone what is Brand equity? In simple words it is how far people are willing to pay if we increase our prices i. e. remium for our services. We may feel happy to say there is lot of calamitous marketing of our SIM separate. Is it a healthy sign? We reduce prices when competitors launch new schemes. Does it imply poor brand equity? Brand Equity can be built with good equity of Quality of services at the affordable price. Continuous innovation in product and delivery of services with the appropriate determine is the key strategy for developing the trust in customer so that he keeps his loyalty with BSNL. We have to be first mover in our efforts for product and price differentiation. Presently the market is in growth phase and price could be a differentiating factor, but how long?Is any scope left for further cuts? Ultimately it is the Quality, customer tutelage, and timely availability by from price, which will matter. What is USP (Unique Selling Proposition) for BSNL? A Government company which delivers. A government company which gives service expose than private could be a deadly combination, which no competitor can copy. 7. Social Responsibility. B. S. N. L. the most bank telecom brand in year 2003 & 2004. We have been give Golden Peacock award for go around Corporate Social responsibility. How can we leverage these distinctions? These achievements need to be highlighted through public relation proceeding like press meet.This will help us in building our marketing image. In sales and distribution front though we have over one-lakh ret ailers, 1000 franchisees, 3300 CSCs, 36000 exchanges why are we not subgross like others? Why can’t we go for all viable space? Can’t we leverage our franchisee and STD-PCO strengths? Can we make these outlets as our center strength? Why our recharge coupons, India Telephone card are in shortage when there is no capacity constraint? Does it imply that our planning for printing, gunstock management, logistics, and supply chain and of course franchisee management is uneconomical? Do we have targets for these just like DELs & jail cell One?Why can’t we leverage this huge network for stop customer care and improve collection efficiency? We must realize that with waiver of security deposits, no OYT schemes, no lift rentals, adjustment of landline security for Cell One, we gain’t get fixed deposits to meet our specie requirements. Everything has to be met from Operating revenues. We need to improve collections, realize bills early, not on the l ast day of remuneration and reduce bad debts. We need to provide 24X7 finis in our organization, though we have been providing operation and maintenance on 24X7 basis in the past and we will continue to provide in future too, but what about provisioning customer care and marketing on 24X7 basis? 8.Business Development. Business development units have been given the task to develop and nurture long-term relations with corporate houses. Many MoUs have been signed. Bulk bills are being issued. One-point payments are being realized for multiple service locations. Key Account Manager concept has been introduced. All this requires change of learning ability in addition to the skills of marketing & sales. Do we have skilled manpower? Is our organization setup apt for offend results? The round expense to revenue ratio could be a good indicator. No doubt our revenues are up. lolly has increased. But consider the marketing budget we have in comparison to others.Even with this littl e budget many circles are unable to utilize it. We need to see ourselves. Corporate office has permitted delegation of up to 70% of Circle budget to SSAs. Does it mean that our budget planning is wrong? How should we allocate marketing budget and which parameter to weigh? • Per DEL/Mobile • Acquisition cost • intent time value • Competitor spend • crop targets 9. Life Time Value You can’t give people pride, but you can provide the kind of understanding that makes people look to their versed strength and find their own sense of pride. †Charleszetta Waddles. It is high time we learn fast, groom ourselves, improve our mindset and act fast.Business perspective is equally important as excellence in Telecom operations, maintenance, and installations & planning. Our core competence should be telecom business acumen and not just traditional expertise developed over the 10. Summary Vision is set in the boardroom but realized in the battlef ield. Each and every customers has to unbrokenly lead this battle to be victorious. The corporate office is always willing to provide all resources. Together we can realize our vision. swell dismissal OF BSNL Cumulative Capital Outlay BSNL had Gross fixed assets of over Rs 1,11,692 crores (US $ 25. 12 Billion) as on 31-03-2006. [pic] CAPITAL INVESTMENT Annual Capital Investment in the network has increased from Rs. 85 crores (US$ 0. 18 billion) in 1986-87 to over Rs. 6838 crores ( US $ 1. 53 billion) in 2005-06. This enthronement has been financed mainly by the internal accruals. [pic] COMPETITORS [pic] Type Public, Listed on BSE Founded 1985 HeadQ. uarters [pic] New Delhi, India Key people [pic] Sunil Mittal Industry Telecom Products Mobile and Fixed-Line Telecommunication operator revenue [pic]USD 3. 66 billion Website http://www. Bharti. com Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is among Indias largest mobile phone and Fixed Network operators.W ith more than 40 million subscriptions as of May 2007, the company is one of the worlds fastest growing telecom companies. It offers its mobile services under the Airtel brand and is headed by Sunil Mittal, Indias sixth richest men with a total price of US$6. 9 billion. The company is the only operator to provide mobile services in all the 23 circles in India. The company also provides environ services and Internet access over digital subscriber line in 14 circles. The company complements its mobile, broadband & phone services with national and international long space services. The company also has a submarine cable television service arrive station at Chennai, which connects the submarine cable connecting Chennai and Singapore.The company provides reliable end-to-end data and opening move services to the corporate customers by leveraging its countrywide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth a ccess through the gateways and landing station. [pic] Airtel is a brand of telecommunication services in India operated by Bharti Airtel. Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line and Internet Connectivity), Long DistanceServices and Enterprise Services (Telecommunications Consulting for corporate). direct international telecommunication companies such as Vodafone and SingTel hold partial stakes in Bharti Airtel. TATA TELESERVICES Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an Indian Conglomerate. The company forms part of the Tata Groups forepart in the Telecommunication Industry in India, on with Tata Teleservices (Maharashtra) Limited (TTML) and VSNL. IDEA CELLULAR creative thinker cellular is a wireless telephon y company operating in various states in India. It initially started in 1995 as a join venture between the Tatas, Aditya Birla Group and AT by merging Tate cellular and Birla AT Communications.Commons: Image: Idea Cellular logogriph created by User: Karan deshmukh9005. Initially having a very limit footprint in the GSM arena, the acquisition of Escorted in 2004 gave Idea a truly pan-India presence covering Maharashtra (excluding Mumbai), GAO, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and Delhi (inclusive of NCR). merchandising OF MOBILE PHONES The communication has become so important in the world of today that it provides a ground for success almost in all fields of human being interactions, communications is the sum things that one person does when he wants to create understanding in the mind of other. It is a bridge of the meaning.It involves a systematic and continuous process of telling, listening and under standing. Recent developments in the field of communication have revolutionized the style of human being in the society. The telephones and mobile phones have become the necessities of nonchalant life. The two instruments play an important role in the business profession and in jobs as well. through India is a developing country but it has successfully converted its capacity to realities in the field of human interactions/ communication. Some specific group (businessman, professionals, customers) enjoy the facilities of mobile phones and instrument is becoming more popular with the passing of time.Bharat Sanchar Nigam Limited and some other private companies like Airtel and Reliance are working in the field of providing the facilities to the common people. The instruments manufactured by the national and foreign companies are in the market. The urban population is their target customers in the unaware of the benefits of the mobile phones in day to day life, therefore some specific methods of marketing are required to make the mobile phones an article of daily use in the rural areas. AVILABILITY OF MOBILE HANDSETS IN PALAMPUR Two basic things required for the use of mobile & landline phones by the people of a particular area are:- 1. Availability of mobile & landline phones sets 2.Availability of land line confederacys as well as WLL portends in the areas. As it has already been discussed that there are 78 Gram Panchayat and one municipality in Pratapgarh Sub-Division. In this area main two companies are providing land line connection and WLL signal to the people and these are:- 1) Bharat Sanchar Nigam Limited (B. S. N. L. ) The B. S. N. L. has providing sim cards of mobile telephony to 120,000 customers as on 31 march 2009 under postpaid and postpaid initiation. 32400 customers has been provided pay connections rapidness and 87,600 customers has preferred for postpaid services. At the time Following schemes of recharging are implemented by B . S. N. L. • Rs. 331 (Talk value Rs. 75) (Period 30 days +15 days) • Rs. 551 (Talk value Rs. 361) (Period 45 days +15 days) • Rs. 1102 (Talk value Rs. 822) (Period 120 days +15 days) • Rs. 2204 (Talk value Rs. 2000) (Period 180 days + 15 days) • Rs. 3306 (Talk value Rs. 3000) (Period 365 days +15 days) (2)Airtel:- The Airtel has provided connections to 30,000 customers. Out of these customers 28050 has been provided prepaid sim cards and 1950 customers has Been provided post paid sim cards . Under prepaid sim cards Schemes are implemented by the companies are as follows:- • Rs. 110 (Talk value Rs. 49. 32) (Period 10 days) • Rs. 330 (Talk value Rs. 175) (Period 30 days) Rs. 660 (Talk value Rs. 473) (Period 45 days) • Rs. 1100 (Talk value Rs. 873) (Period 69 days) • Rs. 3000 (Talk value Rs. 2869) (Period 365 days) DATA ANALYSIS & ITERPRETATION Ques. †Do you posses any Mobile phone? Y N ITERPRETATION:- 54% SAYS YES 46% SAY S NO Ques. †Which operator service do you have? B. S. N. L. AIRTEL RELIAN OTHERS ITERPRETATION:- 39% B. S. N. L. 31% AIRTEL 22% RELIANCE 8% OTHERS Ques. †be you satisfied with your service? Yes No Cant S ITERPRETATION:- 66% YES 26% NO 8% CAN’T SAY Ques. †How you came to know about your services? TV RADIO NEWSPAP FRIENDS OTHERS ITERPRETATION:- 23% TV 33% RADIO 14% NEWSPAPERS 19% FRIENDS 1% OTHERS Ques. †are you using prepaid or postpaid connection? PREPAI POSTPA ITERPRETATION:- 73% PREPAID 27% prepaid Ques. â€Which mode of recharge you will prefer? user-friendly RECHAR reload CA ITERPRETATION:- 68% EASY RECHARGE 22% RECHARGE CARD Ques. †Do you think that private co. can offer you better services as compared to BSNL? Y N ITERPRETATION:- 48% SAYS YES 52% SAYS NO Ques. †Are you aware about the different scheme provided by your operator? Y N ITERPRETATION:- 73% SAYS YES 27% SAYS NO FINDINGS The major findings of the study are summarized as follo w:- While appraise I got that 54% people have mobile phones and 46% haven’t.Out of total person availing the deftness of mobile phones users 39% B. S. N. L. , 31% AIRTEL, 22% RELIANCE, & 8% are OTHERS have opted connections. In 100 people 66% were satisfied, 26% weren’t & 8% says they can’t say because they haven’t any idea about there service provider companies competitors. On analysis it was found that 23% by TV, 33% Radio, 14% Newspaper, 19% Friends, & 11% customers got information about On analysis it was found that 73% customers have got postpaid connections and 27% customers have opted prepaid connections. 52% customers say that B. S. N. L. can offer better services than private companies because B. S. N. L. has Govt control. In Pratapgarh (U. P. ) sub-division B. S. N. L. as provided connection to 5000 customers and Airtel has provided connection to 3950 customers. In the area the sim cards of B. S. N. L. and Airtel are recharged a t 10 places and 6 places respectively. The services were provided by B. S. N. L. and Airtel in 2003 in this sub-division and after that a considerable increase in the number of customers has been witnessed in the both the companies. A considerable section of the customers (48%) uses the mobile phones because of the causa that by using it , they can have unceasing contact with their family members . However 30% of the customers state that it helps them in their business/ employment activities. emaining 22% are using for some other reasons. The users were asked to tell â€Å"how the mobile phones can be made popular in the area. The 44% said that signal should be made easy in all villages, 48% said that B. S. N. L and Airtel should introduced some new schemes of prepaid sim card and 8% of the users were of the view that latest models of different companies should be introduced in the market . On the same question the non-users view point was as follow:- 20% said that some cheap mo dels(product) should be introduced, 66% said that some new schemes on less rate be introduced by B. S. N. L. and Airtel and 14% said that existing schemes should be popularized in the area.The 16% of the sub head teacher of the view point that cheapest models should be introduced in the rural market. 28% were of the view point that people should be made aware about the benefits of mobile phones. 32% of the sub-dealers said that some more schemes should be introduced by B. S. N. L. and Airtel and 8% were of the view that latest models should be introduce. prompting & RECOMMENDATIONS Some efforts should be made at local level to make the mobile phones popular in the area. As the financial range of the rural population is limited therefore the cheap models should be displayed at market places. The availability of recharging facility is not stiff in the area.Some steps should be taken in this focal point. Dealer should try to improve their after sale service Some more and chea per schemes should be started by B. S. N. L. B. S. N. L should try to expand its signal facility as it is not available in many villages of the area Displaying of mobile phones in maximum possible market places is the important factor in this direction CONCLUSION The present study has attempted to honestly review, examine and explore in depth various aspects of customer’s behavior for prepaid & postpaid connection of B. S. N. L. During the course of study, a large number of observations have come to light.The present chapter is aimed at presenting the major findings which emanate from the study and offering some reusable suggestions, which have been incorporate in two sections vis, its section first contains major conclusion and finding and section second deals with some useful suggestion QUESTIONNAIRE Ques. 1 †Do you posses any Mobile phone? Ans. a. Yes b. No Ques. 2 †Which operator service do you have? Ans †………………â₠¬Â¦Ã¢â‚¬Â¦Ã¢â‚¬Â¦Ã¢â‚¬Â¦. Ques. 3 †Are you satisfied with your service? Ans. †a. Yes b. no Ques. 4 †How you came to know about your services? Ans. -a. TV b. Radio c.Newspaper d. Friends e. other Ques. 5 †Are you using prepaid or postpaid connection? Ans- ………………………………. Ques 6. â€Which mode of recharge you will prefer? Ans- a. slow recharge b. Recharge coupon Ques 7 †Which services of your operator you like the best? Ans- ……………………………… Ques. 8 †Do you think that private co. can offer you better services as compared to BSNL? Ans- a. Yes b. no Ques. 9 †Are you aware about the different scheme provided by your operator? Ans- a. Yes b. no Ques. 0 †What type of worry you are facing with your operator? Ans †………………………………… Que s. 11 †Any suggestion you want to give your operator? Ans †……………………………. BIBLIOGRAPHY 1. www. trai. gov. in 2. Supplement to â€Å"The Indian Telecom Services Performance Indicator Report for the fourth Ending September 2005” (31st January 2006) 3. C. R. Kothari (2004), â€Å"Research Methodology Methods & Techniques”, stand by variance pp 62-64 4. Richard I. Levin and David S. Rubin (2004), â€Å"Statistics for Management”, Seventh Edition pp 568-581 5. Douglas A. Lind, William G. Marchal and Samuel A. Wathen, (McGraw mound Irwin, 2005), â€Å"Statistical Techniques in Business & Economics”, one-twelfth Edition pp 556, 564-565 6. Donald R.Cooper and Pamela S. Schinder, (Tata McGraw Hill, 2003),”Business Research Methods”, Eighth Edition pp 596-600 REFERENCES 1. David A. Aker, V Kumar and George S. Day (2002),” Marketing research”, fanny Wiley & #038; sons , Seventh Edition 2. Kotler Philip(2002), â€Å"Principles of Marketing”, Sultan Chand & company limited, New Delhi Websites: 1. www. coai. com 2. www. dot. gov. in 3. http://www. indiainfoline. com/sect/Telecom_05012006. pdf 4. http://www. trai. gov. in/PressReleases_content. asp? id=118 5. www. tutor2u. net/business/strategy/competitoranalysis. html 6. www. bsnl. in 7. www. google. com 8. www. yahoo. com [pic] ———————†[pic] [pic]\r\n'