Project Report On Retailer BSNL

Project Report on Retailer Satisfaction
Project Report
on
Retailer Satisfaction
of
BSNL
Acknowledgement
Page 1
The satisfaction and euphoria that accompany the successful

accomplishment of any task would be incomplete without mentioning
the name of people whose constant guidance and encouragement has
crowned all my effort with success.
Index
Page no
Page 2
1. Introduction 5- 13
A Journey to Excellence in Telecom
Major achievements in Telecom.
General environment of telecom in India.
2. Objectives of Study 14- 17
3. Corporate History of BSNL 18- 20

BSNL present and Future
About BSNL
4. Company Structure 21
5. Vision, Mission & Objectives of BSNL 22
6. Services of BSNL 23- 39

India’s Wireless Future
About Project Vijay
7. Method for Data Collection 40- 46

Main areas of the Survey
Process of the Survey
8. Market strategy 47
9. Research Analysis & Interpretation 48- 61
10.Conclusion 62-63
11. SWOT Analysis of BSNL 64
12. Bibliography 65
Executive Summary
Page 3
Despite several attempts over the last more than ten years, telecom
infrastructure in rural areas is lagging behind the expected levels. There has been
a phenomenal spurt in the growth of tele-density in the country, with the
evolution of new wireless technologies, but the gap between the urban and the
rural tele-density has been increasing. It is pertinent to re-look at the entire issue
of rural communications to make a speedy headway.
Some recommendation or on a request from the licensor, on
 Measures to facilitate competition and promote efficiency in the operation of

telecommunication services so as to facilitate growth in such services.
 Measures for the development of telecommunication technology and any
other matter reliable to telecommunication industry in general.
This project is an invitation to all stakeholders to participate in a collective

thinking process so as to achieve higher and higher quantitative and qualitative
development in telecom facilities in the country, particularly in rural areas.
The Authority recognizes that without focus on rural areas, sizeable

growth in telecom sector would not be possible and it had discussed various
issues related to development of telecom facilities in rural areas and seeks the
comments of various stakeholders on them.
Introduction
The developments taken place during the year in terms of growth of
Page 4
various kinds of services have been incorporated in this Part of the
Report to give a flavor of the telecom sector during the financial year.
The total subscriber base (both wireless and wireline) of telecom
sector in India during the financial year 2007-08 crossed 300 million
Mark with 300.49 million subscriber as on 31st March 2008. During
the period, India became the second largest wireless network in the
world after China by overtaking USA. The growth of subscriber base
during the past decade (1998-2008) is indicated below in a chart.
2008; 300.49
Gro
wth
2007; 206.83 of
Subs
cribe
rs
2006; 140.32 (in
milli
onsf
2005; 98.41 rom
2004; 75.82 199
8-
2003; 54.82 200
2002; 44.97
2001;
2000; 28.53 36.29 8)
1999; 22.81
1998; 18.68
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
A Journey to Excellence in Telecommunication

1. India became the second largest wireless network in the world, overtaking the
USA and second only to China, with addition of about 8 million subscribers
every month in the recent times.
Page 5
2. Subscriber base reached 300.49 million as on 31st March 2008 as compared

to 14.88 million for the same period in 1997.
3. Teledensity of 26.22 as on 31st March 2008 as compared to 2.30 for the same
period in 1998 – much ahead of the teledensity target set under NTP, 1999 of 15
by the year 2010.
4.Rural teledensity at the end of March 2008 was 9.20 as compared to 0.40 for
the same period in 1998 – Which too is much ahead of the NTP, 1999 target of 4
by the year 2010.
5. Decline in Tariffs:
A. Local call tariff for mobile @ Rs. 15.00 is now less than Re. 1.00
B. One minute STD call between Delhi and Mumbai at the rate of Rs.37.00 now
cost Re. 1.00 i.e. at the rate of local call.
C. ISD call to American continent @ Rs. 75.00 now costs less than Rs. 7.00.
D. Subscriber base of internet reached 11.09 million on 31st March 2008 as
compared to 0.09 million in 1997.
6.Putting in place Interconnection and Cost Based Interconnection Usage

Charges regime.
7. Introduction, continuation and phasing out of Access Deficit Charges regime.
8. Introduction of Calling Party Pay regime.
9. Introduction of Mobile Termination Charges, which is lowest in the world.
10. Putting in place Tariff Order regime with the issue of Telecom Tariff Order
1999 and shift to a regime of tariff de-regulation in gradual manner.
11. Important Recommendations on USO, Spectrum issues, Broadband, Internet

Telephony, Growth of Telecom Sector in Rural areas facilitating the Government
to formulate policies on these issues.
12. Putting in place a regulatory framework in the Broadcasting & Cable Sector
after the same was brought within the purview of TRAI in January 2004.
13. Successful roll out of Conditional Access System (CAS) in the metro city of
Delhi, Mumbai, Chennai and Kolkata.
Page 6
14. Introduction of Tariff and Interconnection regime for the Broadcasting &
Cable Sector.
15. Tariff ceiling for cable subscribers in Non-CAS areas.
16. Ensuring orderly growth of the sector with a Consumer Centric approach.
17. Engaging consumer Advocacy Groups (CAGs) & NGOs in regulation of the
telecom sector and regular interaction.
18. Establishment of three tier consumer grievances redressal mechanism.
19. Establishment of Telecommunication Consumers Education and Protection

Fund.
20. Putting in place a mechanism for restricting unsolicited commercial

communications.
Major Achievements of Telecom

1. The total wireless subscriber base {GSM, CDMA and WLL (F)} stood at
261.07 million at the end of financial year.
2. The number of wireline subscribers on 31st March 2008 was 39.42 million.
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3. On an average, around 8 million subscribers were added every month during

the financial year.
4. The total number of PCOs in the country as on 31st March 2008 was
61, 85,904 and the number of VPTs was 5,59,503.
5. The overall teledensity at the end of March 2008 was 26.22% as compared to
18.23% ending March 2007.
6. The rural teledensity at the end of March 2008 was 9.20 as compared to
5.80 ending March 2007.
7. Institution of Telecommunications Consumers Education and Protection Fund
and having a resource of Rs. 14.21 Crore in the Fund as on 31st March 2008,
which is to be utilized, inter-alia for: -
A. Study & Market Research Projects on matters relating to Protection of
interests of Consumers.
B. Organizing Seminars etc. on the subject of Telecommunication
Consumer’s Welfare and Education.
8. There were 11.09 million internet subscribers on 31st March 2008 as
compared to 9.27 million on 31st March 2007.
9. Besides the internet subscribers mentioned above, there are 66.09 million
wireless data subscribers who are accessing internet through wireless (GSM and
CDMA) networks.
10. The number of broadband connections on 31st March 2008 was 3.87 million
compared to 2.34 million for the same period during previous year.
General Environment of Indian Telecom
1. Wireline Subscribers:
The subscriber base of Wireline services as on 31st March 2008
was 39.42 million as compared to 40.75 million subscribers on 31st
March, 2007 registering a decrease of 1.33 million subscribers during
the year 2007-08. Out of the 39.42 million wireline subscribers, 27.78
Page 8
million are Urban wireline subscribers and 11.64 million Rural

Subscribers.
The status of the wireline subscribers during the last five years are depicted
below:
2008 2008; 39.42
2007 2007; 40.75
Wireli
2006 ne2006; 41.54
Subscr
ibers-
In
2005 2005; 41.43
million
s
2004 2004; 40.02
2. Wireless Subscribers:
The wireless subscriber crossed the 261 million subscriber mark at the end of the
financial year in comparison to the subscriber base of 165.11 million at the end
of March, 2007. It added 95.96 million subscribers in the financial year 2007-08
registering an annual growth rate of about 58.12%.
The total subscriber base of wireless services has grown from 33.69 million in
March, 04 to 261.07 million in March, 08.
Page 9
2008 261.07
2007 165.11
Wirel
2006 98.77 ess
Subs
cribe
2005 52.22 rs-In
Milli
on
2004 33.69
3. Internet Subscribers:
The Internet subscriber base in the country as of 31st March 2008 stood at 11.09
million as compared to 9.27 million during the previous year, registering an
annual growth rate of about 19.63%.
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110.97
92.71
69.4
55.5
45.5 Internet Subscribers-In
Lakhs
2004 2005 2006 2007 2008
4. Broadband Subscribers:
The total Broadband subscriber base has reached 3.87 million by the end of
March, 2008 as compared to 2.34 million by the end of March 2007 thereby
registering a net addition of 1.56 million broadband subscribers during the
year 2008.
Page 11
38.7
23.4
Broadband Subscribers-In
Lakhs
13.5
1.8
0.5
Page 12
Page 13
OBJECTIVE OF THE STUDY
 To know about retailers attitude towards BSNL Mobile Service like

Cellone, Excel.
 To know the general opinion of the retailers towards Mobile services.
What is their general views regarding different Mobile service providing
companies?
 To assess competitors of BSNL.
 To know about the competitors of BSNL like Airtel, Reliance, Vodafone,

Tata Indicom, Idea etc.
 To judge the awareness level of retailer towards BSNL.
 To know how many retailers are aware of BSNL services.
 To judge the effectiveness of advertising.
 To know about BSNL’s advertising effectiveness over the retailers.
 To know the behavior of staff and its effect on services.
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SCOPE OF THE STUDY
The data was collected through direct interviews from retailers through
questionnaires provided by the distributor.
SIGNIFICANCE OF THE STUDY
 SIGNIFICANCE TO THE RESEARCHER

The study helped the researcher in understanding the retailers viewpoint
with regard to services, facilities, connectivity etc.
 SIGNIFICANCE TO THE COMPANY

The study basically consists of survey of the retailer who deal with users, and
collection of their suggestions for betterment of the services. On the basis of analysis
the company can improve the services and can make long term competitive consumer
friendly strategies.
RESEARCH METHODOLOGY
The purpose of research is to discover answers to question through the application of
scientific procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovered.
According to Redman &Mory
“Research is a systematized effort to gain new knowledge”
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SOURCES OF DATA COLLECTION

The data is collected through survey with the help of questionnaire, personal interviews from
distributors, shopkeepers. The questionnaire includes closed as well as open-ended questions.
TYPES OF DATA
 Primary data is collected with the help of questionnaire.

Survey method:-
(a) Sample size = 235 retailers
(b) Sample unit = Retailer, Distributors.
(c)Sample area = Hanumangarh.
(d) Sample Type = Convenience sampling
 Secondary data is collected from website, broachers, magazines, newspapers etc.
LIMITATIONS
 Due to limited resources researcher could not select more areas to conduct survey.
 Some of the respondents were not cooperative.
 Limited time period.
 The report may be biased due to convenience sampling.
 Private Service providers always give hidden information.
FOCUS OF THE STUDY

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MARKETING
Marketing department is the custodian for the customer in the organization.
Marketing is expected to understand the customer needs and wants. This is
critical to the organization success, as we manage different formats of retail in a
country where the customer preferences change every hundred miles. Because of
the customer understanding, the department design appropriate advertising,
communication and promotional programs. These are intended to increase
footfalls.
Essentially marketing has a very strong role in influencing the business. Besides
these marketing also manages customer loyalty program for BSNL. There is the
customer satisfaction whatever has been provided by BSNL to the customer.
The main objective of this study was to check inclination of customers towards
BSNL services. In this study we ask about the brand of connection, which an
individual customer was using. We also asked about the pattern with which they
were wearing it. The main objective is to get knowledge of customer choice in
the BSNL services.
CORPORATE HISTORY OF BSNL
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BSNL or Bharat Sanchar Nigam Limited is India’s largest Communication

Service Provider (CSP), and seventh largest in the world. Previously known as DoT
(Department of Telecommunications) when it was under federal government control, it
became a corporation in 2000.BSNL has footprints throughout India except for the
metropolitan cities of Mumbai and New Delhi which are managed by MTNL, and
presently commands over 33.8 million Wireline, 2.8 million CDMA-WLL and 22
million GSM Mobile subscribers. BSNL's earnings for the Financial Year ending
March 31, 2006 stood at US$ 8.6 billion with a net profit of US$ 1.9 billion. BSNL is a
Public Sector Undertaking (PSU) wholly owned by Government of India with a status
of 'Mini-Ratna'. BSNL has applied for the status of coveted PSU category, i.e.
Navratna, which under consideration of the Government of India.
The foundation of Telecom Network in India was laid by British sometime in

19th Century & history of BSNL is linked with the beginning of Telecom in
India. In 19th century and for almost entire 20th century, the Telecom in India
was operated as a Government of India wing. Earlier it was part of erstwhile Post
& Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was
separated from P&T. DoT was responsible for running of Telecom services in
entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL)
was carved out of DoT to run the telecom services of Delhi and Mumbai.
Subsequently in 1990s the telecom sector was opened up by the Government for
Private investment, therefore it became necessary to separate the Government's
policy wing from Operations wing. The Government of India corporatized the
operations wing of DoT on October 01, 2000 and named it as Bharat Sanchar
Nigam Limited.
BSNL Present & Future
Page 18
Since its corporatization in October 2000, BSNL has been actively providing
connections in both Urban and Rural areas and the efficiency of the company has
drastically improved from the days when one had to wait for years to get a phone
connection to now when one can get a connection in even hours. Pre-activated
Mobile connections are available at many places across India. BSNL has also
unveiled very cost-effective Broadband internet access plans (Data One) targeted
at homes and small businesses.
BSNL plans to add 20 million subscribers annually for the next three years, and
to achieve customer base of 120 million by 2008.With the frantic activity in the
communication sector in India, the target appears achievable, however due to
intense competition in Indian Telecom sector in recent past BSNL's growth has
slowed down. Today, BSNL is India's largest Telco and one of the largest Public
Sector Undertaking of the country with authorized share capital of $ 3977
million and net worth of $14.32.
Bharat Sanchar Nigam Limited (BSNL) - India’s state-owned BSNL owns

around 85% of the country’s copper wire local loop networks. The company is
the largest telecom operator and the largest public sector enterprise in India,
providing basic fixed-line services nationwide, except for the cities of Mumbai
and Delhi. BSNL lost its exclusive rights to local access and national telephony
in 2001. To compensate for reduced revenues, it built a national GSM network
and entered the mobile sector, becoming one of the country’s biggest GSM
operators. The company also entered the international telephony market in
February 2003.
ABOUT BSNL
BSNL is the largest company in telecommunication, which is easily understood

by the emergence of various reputed private companies like Reliance, Airtel, and
Vodafone etc. These companies register their share in BSNL and at every years
ending they allocate 60% of their shares to the company.
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COMPANY STRUCTURE
Page 20
Vision, Mission & Objective of BSNL

VISION
To become the largest telecom Service Provider in South East

Asia.
MISSION
i. To provide world class State-of-art technology telecom services

on demand at affordable price.

ii. To provide world class telecom infrastructure to
develop the country's economy.
OBJECTIVES
 To be a Lead Telecom Services Provider.

 Build customers confidence through quality and reliable service.

 Provide Bandwidth on demand.

 Contribute towards:

i. National Plan Target of 250 million subscriber base for the
country by December 2007.
ii. Broadband customers base of 20 million in the country by 2010
as per Broadband Policy 2004.
iii. Telephone in all villages.
iv. Implementation of Triple play as a regular commercial
proposition.
Services provided by BSNL

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When it comes to connecting the four corners of the nation,and much beyond, one solitary
name lies embedded at the pinnacle- BSNL. A company that has gone past the number
games and the quest to attain the position of a leader. It is working round the clock to take
India into the future by providing world class Telecom services for people of India. BSNL
is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation.
Driven by the very best of Telecom technology from chosen global leaders, it connects
each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow.
SERVICE
 TELEPHONE
 PHONE PLUS SERVICE
 NEW TELEPHONE CONNECTION
 PERMANENT CONNECTION
 CONCESSION IN RENTALS
 SHIFT OF TELEPHONE
 TRANSFER OF TELEPHONE
 MOBILE PHONE
 CELLONE
 EXCEL
 UNIFIED MESSAGING
 GPRS/WAP/MMS
 SMS & BULK SMS
 WLL MOBILE
 INTERNET
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 NETWORK
 BROADBAND
 TYPES OF ACCESS
 WI-FI
 CO-LOCATION SERVICE
 WEB HOSTING
 INTERNET TARIFF
 SANCHARNET
 SMS& BULK SMS
 BROADBAND (DATAONE)
 REGISTER ONLINE
 MPLS VPN
 ISDN
 LEASED LINE
 INTELLIGENT NETWORK
 FREE PHONE SERVICE
 PREMIUM RATE SERVICE
 INDIA TELEPHONE CARD
 VIRTUAL PRIVATE NETWORK (VPN)
 VOICE VPN
 UNIVERSAL NUMBER
 UNIVERSAL PERSONAL NUMBER
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 TELE VOTING
 VIDEO CONFERENCING
 OVERVIEW
 AUDIO CONFERENCING
 OVERVIEW
 I NET
 OVERVIEW
 SERVICES ON I NET
 USING ON I NET
 I NET CONNECTIONS
 TELEX/ TELEGRAPH
 EPABX
 FREE EPABX
 CENTREX
 HVNET
 RABMN
 INMARSAT
 KU-BAND
What is GSM?
GSM (Global System for Mobile communications) is an open, digital cellular technology used
for transmitting mobile voice and data services. GSM differs from first generation wireless
systems in that it uses digital technology and time division multiple access transmission
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methods. GSM is a circuit-switched system that divides each 200kHz channel into eight
25kHz time-slots. GSM operates in the 900MHz and 1.8GHz bands in Europe and the 1.9GHz
and 850MHz bands in the US. The 850MHz band is also used for GSM and 3GSM in
Australia, Canada and many South American countries. GSM supports data transfer speeds of
up to 9.6 kbit/s, allowing the transmission of basic data services such as SMS (Short Message
Service). Another major benefit is its international roaming capability, allowing users to
access the same services when travelling abroad as at home. This gives consumers seamless
and same number connectivity in more than
210 countries. GSM satellite roaming has also extended service access to areas where
terrestrial coverage is not available.
Services:-
With more than 2 billion people using GSM and approximately 80 percent of the world's
population covered by mobile networks, GSM is fast becoming the preeminent way to deliver
information, communication and entertainment services to people worldwide.
From the launch of traditional voice services in the early 1990s, the GSM family of
technologies has become increasingly sophisticated and GSM networks now offer a wealth of
mobile data and entertainment services. The growth of SMS (Short Messaging Service), also
known as 'text messaging', continues, with an estimated one trillion messages sent globally in
2005. More advanced messaging services - such as MMS (Multimedia Messaging Service),
IM (Instant Messaging) and mobile email - offer users an even richer mobile messaging
experience.
Mobile communications also has the opportunity to become the new personal entertainment
and information medium of choice. Already dubbed the 'fourth screen,' after television, cinema
and the PC, the industry is delivering a vast array of media rich content to users throughout the
world. Such services include advanced mobile gaming applications, mobile music, and TV and
video content.
For users, the mobile phone offers convenience, immediacy and personalization. Such benefits
have fostered the growth of location-based services and mobile commerce applications.
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Meanwhile users are also able to enjoy the experience of accessing Internet-style services on
hundreds of thousands of WAP sites that contain much of the information and images found
on the wider Internet.
GPRS Platform:
GPRS (General Packet Radio Service) is the world's most ubiquitous wireless data service,
available now with almost every GSM network. GPRS is a connectivity solution based on
Internet Protocols that supports a wide range of enterprise and consumer applications. With
throughput rates of up to 40 kbit/sec, users have a similar access speed to a dial-up modem,
but with the convenience of being able to connect from anywhere. GPRS customers enjoy
advanced, feature-rich data services such as colour Internet browsing, e-mail on the move,
powerful visual communications such as video streaming, multimedia messages and location-
based services.
For operators, the adoption of GPRS is a fast and cost-effective strategy that not only supports
the real first wave of mobile Internet services, but also represents a big step towards 3GSM (or
wideband-CDMA) networks and services
What is EDGE?
Further enhancements to GSM networks are provided by Enhanced Data rates for GSM
Evolution (EDGE) technology. EDGE provides up to three times the data capacity of GPRS.
Using EDGE, operators can handle three times more subscribers than GPRS; triple their data
rate per subscriber, or add extra capacity to their voice communications. EDGE uses the same
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TDMA (Time Division Multiple Access) frame structure, logic channel and 200kHz carrier
bandwidth as today's GSM networks, which allows it to be overlaid directly onto an existing
GSM network. For many existing GSM/GPRS networks, EDGE is a simple software upgrade.
EDGE allows the delivery of advanced mobile services such as the downloading of video
and music clips, full multimedia messaging, high-speed colour Internet access and e-mail on
the move.
Due to the very small incremental cost of including EDGE capability in GSM network
deployment, virtually all new GSM infrastructure deployments are also EDGE capable and
nearly all new mid- to high-level GSM devices also include EDGE radio technology. The
Global mobile Suppliers Association (GSA) states that, as of April 2006, there were 139
commercial GSM/EDGE networks in 78 countries, out of a total of 192 EDGE deployments in
102 countries. The regional breakdown of commercial EDGE networks is 59 in Europe, 45 in
the Americas and Caribbean, 21 in Asia, and 14 in Africa and the Middle East. The GSA notes
that 212 EDGE devices are launched in the market, including 34 devices supporting both
EDGE and 3GSM/W-CDMA, and 10 devices supporting EDGE and W-CDMA/HSDPA.
Cellular Mobile Service
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Countrywide Cellular Service Pre-paid Card
BSNL’s GSM cellular mobile service CellOne has a customer base of over 5.2 million.
CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message
Service (SMS) both national and international, unified messaging service (send and receive e-
mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks
and over 1000 cities/towns across India. It has got coverage in all National and State
Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and
post-paid customers (including Mumbai & Delhi).
(As on 30.03.2008)
- 2,00,63,294
 Total number of connections
(As on 30.03.2008)
 District Headquarters covered - 725
 Total number of villages covered - 1,79,857
 National Highway covered (Km) - 53,052
 State Highway covered (Km) - 48,116
 Railway route covered (Km) - 24,479
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Total Numbers of Mobile Connections in Hanumangarh
(As on 30.03.2010)
Post Paid Connections 92,948
Pre- Paid Connections 2,87,829
Advertisement Strategy of BSNL:
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Mobile Services
BSNL’s cellular service , India’s fastest growing cellular service , has taken the cellular
telephony to the masses through innovative technology and strategic pricing .
ADVANTAGE BSNL MOBILE:
ONLY MOBILE SERVICE TO COVER ALL MAJOR TOWNS AND CITIES IN

INDIA.
ALL MAJOR NATIONAL AND STATE HIGHWAYS ARE COVERED.
NATIONAL AND INTERNATIONAL ROAMING AVAILABLE FOR MORE THAN

300 NETWORK WITH ONE NUMBER.
NO ROAMING RENTAL, TRUE CALL CHARGES WHEN YOU ROAM.
ONLY MOBILE SERVICE AVAILABLE IN JAMMU & KASHMIR AND NORTH

EASTERN STATES.
Cellone is the Post paid service of the BSNL. It offers you a host of value added services
and unmatched features not found in any other Cellular service
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As a proud subscriber of CellOne service you will stay in touch with your nears and dears any
where in India because Cellone is the only Cellular service which is available in all major
cities and covers all major highways. CellOne gives you all India roaming facility
(including Delhi and Mumbai) and International roaming facility to more than 300 networks
across the world.
As a CellOne subscriber you will enjoy benefits like:
No security Deposit if you are an existing BSNL subscriber.
No security deposit or monthly rental for national roaming facility in
Plan-325 & 525
Free BSNL to BSNL calls Local as well as STD under 725 plan and unlimited use of
GPRS services on mobile and computer.
Voice Mail recording and receiving facility free.
CLIP free.
Call waiting and Call holding facility free.
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Why should you choose CellOne?
 For the first time in the country, all major towns and cities are covered through our
network
 All major national and state highways are covered
 National and International SMS facility
 International roaming available for more than 300 networks across the world.
 The facility of one number roaming across the country
 Appropriate and reasonable tariff packages to suit every pocket
 Absolute transparency in billing.
 All regular features of cellular telephony, such as SMS as well as advanced features
like MMS are available.
 24 Hour helpline all across the country.
The only Mobile service available throughout the country including Jammu and
Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, and
Mizoram etc.
BSNL Service Plus:
CellOne provides a number of Value Added Services. These services helps BSNL serve you
better & enhance the ease & quality of communication thus bringing global connectivity at
your doorstep.
Voice Mail Service

Value Added Services SIM Based service
Short Message Service (SMS)

Group Messaging
National & International roaming
Call forwarding
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Corporate Virtual Private Network

Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
Unified Messaging Services: This provides Voice mail, FAX, e-mail, text to voice
services on your mobile phone. So stay in touch with your nears and dears by
means you like the most.
Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet using
this service.
Excel: The Pre Paid mobile service
Pre-paid Service of CellOne
Excel is the Pre paid service of the CellOne Cellular Service of BSNL.
It offers you a host of value added services and unmatched features
not found in any other Cellular service. All India roaming facility is
also available on Excel service.
Initial activation charges for Excel is NIL and free talk value of Rs. 5/
is given to all subscribers.
Excel Pre paid cards are available in the denominations of Rs. 50,110, 175, Rs. 500, Rs. 1000
and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180 days respectively.
Moreover, on any later date if you want to convert your Excel pre-paid scheme to post paid
scheme it can be done without paying any additional activation charge.
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A host of value added services are also available at very economical charges:
Voice Mail Service
Short Message Service (SMS)
All India Roaming
Call Forwarding(within same Service Area)
Call Conferencing
Call Waiting and Call holding facility
Wireless Application Protocol(WAP): Surf WAP enabled websites on Internet using this service.
Unified Messaging Services: Integrate your Mobile phone with the Internet and access your e-
mails, faxes, voice mail etc on your mobile phone.
INDIA'S WIRELESS FUTURE

So what's in store for India's wireless future?
The number of wireless subscribers will likely reach about 150
million, roughly the size of the US marked today.
Sustaining a profitable business will be a challenge, given that ARPU
is relatively low by world standards. However, companies with enough
volume (such as Bharti or Reliance) should be able to thrive in India,
especially with a growing overall economy. The political landscape,
though altered recently, does not appear to be a large threat to growth
at this time.
Here are some significant markers ahead:
 Consolidation of operators - only the largest ones will survive.
 Intense competition, especially as operators try to match
Reliance's growth rate.
 Push-to-talk enters the market this year.
 3G deployments later this year and in subsequent years will help
boost data usage, and increase voice capacity.
Page 37
Risks:
There are risks to India's growth story. These include:

 Possible faltering economy sometimes in the next few years.
 Regulators putting the brakes on growth.
 Political turmoil with Pakistan disrupting the region.
 Foreign investment in the sector getting stymied by regulator.
Method for Data Collection:

Page 38
The Primary Data was being collected by surveying about 235 retailers through a
questionnaire method in a simple format adopted both in Hindi and English for the ease of
retailers to understand the questions easily.
The questionnaires used were of two kinds:
Questionnaire 1- This was a single page questionnaire which was required to

gather general information about the retailer who does wants to give his full
business detail.
(A sample of Questionnaire 1)
Page 39
2. Questionnaire 2: This was an extensive questionnaire which consisted of

3 pages and was required to gather the entire information about the
retailer’s business information regarding the telecom business being done
by a retailer.
(A Sample of Questionnaire 2)
Page 40
Page 41
Page 42
Main areas of the Survey:

Key Objectives:
• To baseline existing retailer before
pilot launch.
• To develop channel norms for franchisee

and service frequency, based on
analysis of retailer universe.
Geography covered:
• Survey to be conducted in each SSA of circle.
• Both urban & rural areas to be covered.
Survey Duration:
• Survey to be completed in 3-4 weeks duration.
Compensation:
• Conveyance, based on TA rate.
• Incentive on every form filled.
Questionnaire Template:
• Survey Questionnaire.
• General instructions sheet.
Process of the Survey:

Survey process
•Need to ensure sufficient surveyors are appointed to cover all retailers in survey
duration.
• Need to assign areas to retailer managers (every day/ every alternate day)
• Update "Survey Tracker" with details of survey visits, and send to project Vijay
node at circle office.
• Collect filled in survey questionnaires from the retailer managers
• Provide sufficient blank questionnaires to retailer managers
Monitor data entry operator

•Format for entry will be provided; ensure correct data entry of questionnaire information.
Page 43
Validation of filled in survey questionnaires

•Follow-up with survey team members during the day, to make sure they are
actually going to retailers.
• Cross-check with sample set of forms for each survey team member, to make
sure information is correct
Compensation for survey teams

•Conveyance, based on TA/ DA rate
• Incentive on every form filled. E.g. Rs. 7 per form paid in UP (E) circle
• Incentive will be withdrawn if form is found fake in validation later.
• Ensure communication of compensation details to retailer managers.
General Instructions of the Survey to be carried out by the surveyor:
Page 44
BSNL AbAapkeDawaarconcept can help address several

issues with BSNL's sales and distribution in rural areas.
1. Provides 'on-the-ground' customer feedback for improving network
availability and service.
2. Lack of grassroots feedback about network availability and service quality.
3. Leads to enhanced reach in rural areas through appointment of new rural

retailers.
4. Poor reach in rural areas.
5. Increased number of customers in such areas will enhance.
6. BTS/exchange utilization.
7. Low utilisation of certain BTS/ wireline exchanges.
8. Widespread availability, publicity and awareness at the grassroots level is

ensured through this process.
9. Low awareness and availability of BSNL products.
MARKET STRATEGY
Page 45
Following market domination by GSM operator Bharti since the mid

-1990s, a change in the licensing of the mobile market allowing CDMA
WLL operators to offer fully mobile services has propelled Reliance to
the top spot. The new licensing regime, which came into effect in
November 2003, has also triggered a process of consolidation in the
market, which is rationalizing the number of GSM players down to a
handful – from 12 at end 2003
Outlook: The increased competition level following the entry of the

CDMA payers - in particular the aggressive Reliance combined with
reduces handset duties and lowered licence fees for expanding mobile
players, should drive the mobile market to outgrow the fixed 'market by
end -2004.
Until 2003, India was a GSM -- only mobile market with 12 operators
holding licenses across 23 circles. However the Telecom Regulatory
Authority of India's (TRAI) decision In November 2003 to adopt a
single licensing regime covering both basic (fixed-local) and a mobile
service has completely altered the market's complexion. The ruling
allowed basic service providers, through migration to their CDMA
WLL systems, in direct competition with incumbent GSM network
operators. A period of consolidation is now taking place, with the total
number of players in the market likely to number just five or six by
end of 2004, CDMA operator Reliance Infocom has also become the
largest operator in the market, with 8.7m subscribers at August.
RESEARCH ANALYSIS
Research Methodology: -
Page 46
Research is the cornerstone of any science, including both the hard sciences such
as chemistry and physics and the social (or soft) sciences such as psychology,
management, or education. It refers to the organized, structured, and purposeful
attempt to gain knowledge about a suspected relationship.
Many argue that the structured attempt at gaining knowledge dates back to
Aristotle and his identification of deductive reasoning. Deductive reasoning
refers to a structured approach utilizing an accepted premise (known as a major
premise), a related minor premise, and an obvious conclusion. This way of
gaining knowledge has been called a syllogism, and by following downward
from the general to the specific, knowledge can be gained about a particular
relationship.
1. Developing Hypothesis:
The hypothesis is directly related to a theory but contains operationally

defined variables and is in testable form. Hypotheses allow us to determine,
through research, if our theory is correct. In other words, does prior work
experience result in better grades? When doing research, we are typically
looking for some type of difference or change between two or more groups.
In our study, we are testing the difference between having work experience
and not having work experience on college grades. Every study has two
hypotheses; one stated as a difference between groups and one stated as no
difference between groups.
2. Sampling: -
Page 47
A population refers to the entire pool of possible subjects. In a classroom or

other setting where the entire population is relatively small, testing all
subjects may be simple. However, if we are attempting to understand or gain
knowledge related to a large population, such as all third grade children, all
depressed adults, or all retail employees, gathering and testing everyone
would be relatively impossible. In this situation, we would need to gather a
sample of the population, test this sample, and then make inferences aimed at
the entire population of which they represent.
 Area of my research: - Hanumangarh
 Sample size: - 235 retailers.
Data Analysis and Interpretation
Page 48
Q.-1. Do you sell SIM cards?
Responses No. of Responses Percentage
Yes 235 100%
No 0 0%
Total 235 100%
235
1 2
Interpretation: - As it is clear from the above graph that 100% retailers sell all sim cards.
Q.-2. If yes, of which company?
Company Name No of Connections Soldmonthly Percentage
Page 49
Vodafone 45 19%
Airtel 30 13%
BSNL 60 25%
Reliance 40 18%
Idea 60 25%
Total 235 100%
Monthly Connections
40
45
Vodafone
Airtel
BSNL
Reliance
30
60
Interpretation: - As it is clear from the above graph that 45 Hutch connection, 30 Airtel
connection, 60 BSNL connection and 40 Reliance connections and 60
Idea connections are being sold.
Q.-3. Do you sell recharge card of all brands?
Yes No
187 48
Page 50
80% 20%
No 48
Yes 187
Interpretation: - It is clear from above graph that 80% retailers sell recharge card
of all the brands.
Q.-4. Do you sell BSNL mobile connections Pre Paid & Post Paid?
Yes No
176 59
75% 25%
Page 51
No 59
Yes 176
Interpretation: -The above graph shows that only 75% of retailers are interested in selling
BSNL Connections.
Q.-5 By which media you get the information about BSNL?
Media No. of respondents Percentage
Newspaper 120 50%
Page 52
T.V. 60 25%
Magazines 8 4%
Radio 12 6%
Internet 35 15
Total 235 100%
Internet
15%
Radio
5% Media
Magazines Newspaper
3% Newspaper T.V.
51% Magazines
Radio
T.V. Internet
26%
Interpretation: - As it is clear from the above graph that 30% respondents came to know about
BSNL through T.V. and 60% respondents came to know from newspapers. It
can be concluded that BSNL should focus their attention to Magazines and
Radio advertisement.
Q.-6. Which attribute you like most in BSNL mobile service? Please give rank on scale from 1
to 5.
Responses No. of respondents Percentage Rank
Cheaper than other 88 38% 1st
Page 53
Better networking 48 20% 2nd

Good service 42 18% 3rd
Easy availability 38 16% 4th
Any other 19 8% 5th
Total 235 100%
Any other
8%
Easy availability
16% Cheaper than other
37% Cheaper than other
Better networking
Good service Good service
18% Easy availability
Any other
Better networking
20%
Q.-7. Are you satisfied from the BSNL services?
Responses No. of respondents Percentage
Satisfied 157 62%
Page 54
Unsatisfied 78 38%
Total 235 100%
157
78
Satisfied Unsatisfied
Interpretation: - As it is clear from the above graph that 62% retailers are satisfied from
services and 38% retailers are dissatisfied from its services. This graph shows the problem related to
services
Q.-8. If no, then specify your problem area?
Problems No. of Respondents Percentage
Page 55
Call Drop 12 15%
Unclear Voice 20 25%
Network Busy 12 15%
Connectivity problem 7 9%
Ineffective Agents 27 35
Total 78 100%
15%
35%
Call Drop
Unclear Voice
26% Network Busy
Connectivity problem
Ineffective Agents
9%
15%
Interpretation: - As it is clear from the above graph that 15% retailers not satisfied because call
drop, 25% are not satisfied because of unclear voice, 15% are not satisfied
because of network busy and 9% have connectivity problems and 35% of
retailers are not satisfied with the agents and officials.
Q.9. Are you satisfied from their grievance handling system?
Page 56
Responses No. of Respondents Percentage
Satisfied 115 48%
Dissatisfied 120 52%
Total 235 100%
24%
Satisfied
50% Dissatisfied
Total
26%
Interpretation: - As it is clear from the above graph that 48% respondents are satisfied from
grievances handling system and 52% respondents are not satisfied. This shows
the problem solving ability of mobile section. Some improvement will be
necessary.
Q.-10. From which department you are not satisfied?
Page 57
Department No. of respondents Percentage
Customer service Dept 20 8%
Distribution department 62 26%
Customer care Dept. 143 60%
Any other Dep. 10 4%
Total 235 100%
143
62
20
10
Interpretation: - It is clear from the above graph that 20 respondents are not satisfied from bill
dept, 62 respondents are not satisfied from Distribution dept., 13%
respondents are not satisfied from service dept. and 10% respondents not
satisfied from other department
Q.11. Behavior of BSNL employees towards problem solving?
Page 58
Responses No. Respondents Percentage
Satisfactory 95 40%
Dissatisfactory 104 44%
Can’t say 36 15%
Total 235 100%
Percentage
No. Respondents
235
95 104
36
Satisfactory Dissatisfactory Can’t say Total
Interpretation: - As it is clear from the above graph that 95 respondents said that behavior of
BSNL employees is satisfactory and other 104 respondents said that behavior
of BSNL employees is not satisfactory 36 can’t say. This graph shows the
behavior of BSNL employees towards problem solving is not satisfactory so
they should improve their behavior regarding their problem solving.
CONCLUSION
Page 59
The conclusion is base done the data collected from the survey in
Hanumangarh. These are as follows-
1. CELLONE postpaid connection has high quality to attract customer.
2. Customer cannot face difficulty to buy this postpaid connection.
3. CELLONE postpaid connection consume less time to activate.
4. Their services are better than other competitors of the market.
5. The problem faced was by the Prepaid Recharge card retailers who were not
able to tell their problem which occurred during e topping a mobile .if the
customers card didn’t received the desired amount.
6. BSNL should provide more excel cards in the market with easy availability.
7. Network should be fast.
8. BSNL should improve customer care services.
9. BSNL should cut down services charges for ordering of connections much
simpler and understandable to normal person.
10. BSNL should conduct feedback survey from their representative to know
about consumer’s problems.
11. BSNL should provide such facilities, which can able to retain or increase
their legal customer rate.
12. BSNL should provide new tariff information attach with their bills.
13. BSNL should make SMS free.
14. The suitable advertising campaign can be carried

Page 60
15. BSNL should provide mobile handset at a cheaper rate.
16. BSNL payment should be in easy installments basis.
17. BSNL should give training to its employees every year.
SWOT ANALYSIS
STRENGTH
 The BSNL is a Government organization and people have more faith.

Page 61
 Large distribution of network.

 Peoples are aware about the BSNL.
 Transparent services, no hidden charges.
 Better coverage and multi services.
WEAKNESS
 The Tariff is decided by BSNL Board.

 The powers are centralized.
 The employee’s strength is high.
 The expenditure on salary is high.
OPPORTUNITIES
 The BSNL has more variety and better quality of services it can highlight these
attribute in its advertisement.
 The BSNL having vast infrastructure and man power it should start other services
like shopping complex, LIC, Loan etc.
THREAT
 The competition is increasing.

 Other service providers are influencing the market.
 Competitors are coming with new schemes and technologies.
Bibliography
Page 62
Books: -
Marketing
By Philip Kotler
Magazines: -
Business Today.
Economic Times.
Websites: -
www.google.com
www.scribd.com
www.bsnl.co.in
www.upe.co.in
www.wikipedia.org
Brouchers: - From BSNL
Additional help from the employees of BSNL
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Project Report on Retailer Satisfaction

The satisfaction and euphoria that accompany the successful

2. Objectives of Study 14- 17

3. Corporate History of BSNL 18- 20

5. Vision, Mission & Objectives of BSNL 22

6. Services of BSNL 23- 39

7. Method for Data Collection 40- 46

9. Research Analysis & Interpretation 48- 61

11. SWOT Analysis of BSNL 64

Some recommendation or on a request from the licensor, on

 Measures to facilitate competition and promote efficiency in the operation of

This project is an invitation to all stakeholders to participate in a collective

The Authority recognizes that without focus on rural areas, sizeable

various kinds of services have been incorporated in this Part of the

The total subscriber base (both wireless and wireline) of telecom

Mark with 300.49 million subscriber as on 31st March 2008. During

world after China by overtaking USA. The growth of subscriber base

during the past decade (1998-2008) is indicated below in a chart.

A Journey to Excellence in Telecommunication

2. Subscriber base reached 300.49 million as on 31st March 2008 as compared

6.Putting in place Interconnection and Cost Based Interconnection Usage

7. Introduction, continuation and phasing out of Access Deficit Charges regime.

8. Introduction of Calling Party Pay regime.

9. Introduction of Mobile Termination Charges, which is lowest in the world.

11. Important Recommendations on USO, Spectrum issues, Broadband, Internet

15. Tariff ceiling for cable subscribers in Non-CAS areas.

18. Establishment of three tier consumer grievances redressal mechanism.

19. Establishment of Telecommunication Consumers Education and Protection

20. Putting in place a mechanism for restricting unsolicited commercial

Major Achievements of Telecom

3. On an average, around 8 million subscribers were added every month during

million are Urban wireline subscribers and 11.64 million Rural

2008 2008; 39.42

2007 2007; 40.75

2004 2005 2006 2007 2008

OBJECTIVE OF THE STUDY

 To know about retailers attitude towards BSNL Mobile Service like

 To assess competitors of BSNL.

 To know about the competitors of BSNL like Airtel, Reliance, Vodafone,

 To judge the awareness level of retailer towards BSNL.

 To know how many retailers are aware of BSNL services.

 To judge the effectiveness of advertising.

 To know about BSNL’s advertising effectiveness over the retailers.

 To know the behavior of staff and its effect on services.

SCOPE OF THE STUDY

SIGNIFICANCE OF THE STUDY

 SIGNIFICANCE TO THE RESEARCHER

 SIGNIFICANCE TO THE COMPANY

According to Redman &Mory

“Research is a systematized effort to gain new knowledge”

SOURCES OF DATA COLLECTION

 Primary data is collected with the help of questionnaire.

(a) Sample size = 235 retailers

(b) Sample unit = Retailer, Distributors.

(c)Sample area = Hanumangarh.

(d) Sample Type = Convenience sampling

 Secondary data is collected from website, broachers, magazines, newspapers etc.