REPORT ON ORGANISATIONAL STUDY

AT

BSNL (RTTC TRIVANDRUM)

Submitted to KANNUR UNIVERSITY
In partial fulfillment of the Requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION (2010 2011) By LIBIN CHACKO Reg: No: 10MBA09

Under the guidance of MR. V G SABU Company Guide Mr.Anoop Scaria Faculty Guide

Vimal Jyothi Instititute of Management and Research Chemperi, Kannur, Kerala, India Year-2011

DECLARATION

I hereby declare that this project report entitled Organizational Study at

BSNL RTTC

TRIVANDRUM has been prepared by me during the year 2011-2012, under the guidance of prof.Anoop scaria, Department of Management Studies, VJIM Chemperi

I also hereby declare that this project report has not been submitted to any other University or institute for the award of any degree or diplom

KANNUR 09-06-2011

LIBIN CHACKO

CERTIFICATE

This is to certify that this organization study report submitted in Partial fulfillment of the requirement for the award of the degree of Master of Business Administration to The Kannur University is a bonafide record of SUMMER INTERNSHIP TRAINING undergone by LIBIN CHACKO, at. BSNL (RTTC TRIVANDRUM). and prepared under my guidance and that no part of this summer organizational study report had been submitted earlier for the award of any degree or diploma and that this report has not been published in part of full in any magazine or journal.

Mr. Anoop scaria Faculty Guide

Dr. George.A.P Director (Vimal Jyothi Institute of Management and Research) 3

ACKNOWLEDGEMENT

I have immense pleasure in submitting my project entitled Organizational study report at

BSNL RTTC TRIVANDRUM.

I acknowledge with deep sense of gratitude to the Management of The BSNL RTTC TRIVANDRUM for giving me permission for conducting project work in their esteemed organization. I express my deep sense of thanks to Mr.V G Sabu, Mr.manoj ,Mis.vimala for their continuous help and motivation, which helped me to complete my study successfully.

I express my sincere gratitude to prof.Anoop Scaria my project guide for helping me in completing this project and assisting me at each stage of my study.

I also wish to express my sincere thanks to Prof.Rajesh, Ms Sruthi Nair, faculty of MBA for the help, co-operation and advice and for the continuous and valuable information to me in completing my study within the allotted time.

CONTENTS
1.1

INTRODUCTION OBJECTIVE OF STUDY SCOPE OF THE STUDY LIMITATION OF STUDY

6 7

1.2 1.3 1.4

9 9

2.1 2.2 2.3 3.1 3.2

INDUSTRY PROFILE COMPANY PROFILE PRODUCT PROFILE ORGANISATIONAL STRUCTURE MANAGEMENT OF RTTC AND ORGANISATION STRUCTURE

10-29 30-36 37-63 64-67 68-83

3.3

SWOT ANALYSIS

84-87

INTRODUCTION
The Indian telecom sector shows an up trend in the current decade. This is in continuance with world trend. The growth of Telecommunication services in India is of great interest to policy makers, market researchers, and users of Telecommunication services. Driven by unprecedented technological innovations, telecom is today one of the worlds most dynamic economic sectors. The information super highway is wide open with the fast development in Information and Communication Technology (ICT). The Bharat Sanchar Nigam Limited (BSNL), the Public Sector giant that leads the telecom progress in India, by providing comprehensive range of telecom services in the Country. The Indian telecom market was opened in continuation of economic reforms started from early 1990s. The entire telecommunication operations in India was planned, organized, controlled and implemented by the Department of Telecommunications (DoT) under Govt. of India till early 1990s. Through Telecom policy 1994, the Government of India opened the mobile communications market to private operators, the policy prevents DoT to operate in mobile sector. In October 2000, Government of India separated the operational part from the DoT and formed BSNL as a Govt. of India Enterprise, assuring a level playing ground for all the operators. BSNL Started mobile services operations in the year 2002. It was the occasion when people of India realized that the private operators were looting them. It was interesting to know that, before the entry of BSNL, the private operators charged the mobile originating calls at the rate of Rs18/ minute and mobile incoming calls at the rate of Rs 12/ Minute. The entry of BSNL with affordable pricing to different segment of Customers reduced the price by 10 paise per minute to out going calls and incoming calls became free. The People of India witnessed fantastic growth and fast development in telecom sector during the past five years, in which the contribution of BSNL is highly commendable.

Telecommunications today is both a public utility and a vital infra-structure. Therefore an in-house training center is an essential institution for continuous training of the officers and employees in this key technological field. The first ever Telecommunication Training Centre was established at Calcutta in 1929. It was shifted to Jabalpur during the Second World War in 1943. Till 1961 the Training Centre at Jabalpur remained as the vanguard of all training activities in Telecommunications. The phenomenal growth of telecom facilities necessitated the opening of the second Training Centre. Thus the Regional Telecommunication Training Centre, Thiruvananthapuram came into existence on the 6th of April 1962. Training and Development in telecom companies inspire me to conduct an organizational study in Regional Telecom Training Centre(RTTC), BSNL as a part of my MBA course curriculum at Vimal Jyothi Institute of Management & Research Chempery, Kannur ,kerala under kannur university.

OBJECTIVES OF THE STUDY

The objective of the study is to get acquainted with the organizational setup of BSNL and management practices followed in Operations, Finance, Human Resources and Marketing areas. Bharat Sanchar Nigam Limited is a Public Sector Undertaking under Govt. of India providing comprehensive range of telecom services in the Country. The study concentrated on the BSNLs operations in Kerala Telecommunications Circle. Especially in RTTC Trivandrum.

The main purposes of the study are;

Organisational familiarization in its totality To probe the mix of services offered by BSNL and to compare financial performance of services.
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To assess companys performance with respect to its competitors

DATA SOURCE

The report utilized both primary as well as secondary data.

The primary data was obtained through consultations with managers, employees, trade union leaders and observations.

The main sources of secondary data were

BSNL Head Quarters website http://www.bsnl.co.in BSNL Kerala Circle website http://www.keralatelecom.com BSNL Kerala Circle Publication - Kerala Sandesh BSNL Head Quarters Publication- Telecommunications Journal BSNL Regional Telecom Training Centre (RTTC), Trivandrum Annual Reports. BSNL Financial Statements BSNL Resources Cellular Operators Association of India website http://www.coai.in

PERIOD OF THE STUDY

The study was started in middle of may 9th 2011 to 9th june 2011

LIMITATIONS
The main limitation of the study is time constraints since BSNL is such a giant organization with a multitude of services.

SCOPE OF THE STUDY

The report represents history of Indian telecommunications, the organizational structure of BSNL . Its Vision, Mission, Objectives, Various services offered to public, Services pricing and its financial performance. The report also covers social responsibility and business ethics followed in BSNL. Finaly the function of RTTC also included in the study.

1. Indian telecommunication industry

The Indian telecommunication industry is the world's fastest growing industry with 811.59 million mobile phone subscribers as of March 2011. It is also the second largest telecommunication network in the world in terms of number of wireless connections after See As the fastest growing telecommunications industry in the world, it is projected that India will have 1.159 billion mobile subscribers by 2013. Furthermore, projections by several leading global consultancies indicate that the total number of subscribers in India will exceed the total subscriber count in the by 2013. The industry is expected to reach a size of 344,921 (US$76.57 billion) by 2012 at a growth rate of over 26 per cent, and generate employment opportunities for about 10 million people during the same period. According to analysts, the sector would create direct employment for 2.8 million people and for 7 million indirectly. In 2008-09 the overall telecom equipments revenue in India stood at 136,833(US$ 30.38 billion) during the fiscal, as against 115,382 core (US$25.61 billion) a year before

1.1 History
Telecom in the real sense means the transfer of information between two distant points in space. The popular meaning of telecom always involves electrical signals and as a result, people often exclude postal or any other raw telecommunication methods from its meaning. Therefore, the history of Indian telecom can be started with the introduction of telegraph

1.2 Introduction of the telegraph

The Indian postal and telecom sectors saw a slow and uneasy start. In 1850, the first experimental electric telegraph line was started between Kolkata and Diamond harbor . In 1851, it was opened for the use of the British East india Company .The Posts and Telegraphs department occupied a small corner of the Public Works Department, at that time.

10

Subsequently, the construction of 4,000 miles (6,400 km) of telegraph lines connecting Kolkata (then Calcutta) and Peshawar in the north along with Agra,Mumbai(then Bombay) through Sindwa Ghats, and Chennai (then Madras) in the south, as well as Ootachamund and bangaloor was started in November 1853Dr.william Oshaghnessy, who pioneered the telegraph and in Indi telephone a, belonged to the Public Works Department, and worked towards the telephone development of telecom throughout this period. A separate department was opened in 1854 when telegraph facilities were opened to the public.

1.3 Introduction of the telephone

In 1880, two telephone company namely The oriental telephone company Ltd. and The AngloIndian Telephone Company Ltd. approached the government of India to establish Telephone exchanges in India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. In 1881, the Government later reversed its earlier decision and a license was granted to the oriental telephone company Limited of England for opening telephone exchanges at Mumbai, Bangalore, Madras and Ahmadabad and the first formal telephone service was established in the country. On the 28th January 1882, Major E. Baring, Member of the Governor General of Indias Council declared open the Telephone Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange", was opened at third floor of the building at 7, Council House Street, with a total of 93 subscribers. Later that year, Bombay also witnessed the opening of a telephone exchange.

1.4 Further milestones and developments

A Mobile Phone Tower. Cable telegraph

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1902 - First wireless telegraph station established between sager islands and sand heads 1907 - First Central Battery of telephones introduced in Kanpur 1913-1914 - First Automatic Exchange installed in shimla 1927 - Radio-telegraph system between the UK and India, with imperial wireless chain beam stations at khadki and Daund. Inaugurated by Lord Irwin on 23 July by exchanging greetings with king George v 1933 Radiotelephone system inaugurated between the UK and India. 1953 12 channel career system introduced. 1960 - First subscriber trunk dialing route commissioned between luknow and Kanpur . 1975 - First PCM system commissioned between exchanges. 1976 - First Digital microwave junction introduced. 1979 - First optical fiber system for local junction commissioned at pune 1980 - First Satellite earth station for domestic communications established at secundrabad AP . 1983 - First analog Stored Program Control exchange for trunk line commissioned at Mumbai. 1984 C-DOT established for indigenous development and production of digital exchanges. 1995 - First mobile telephone service started on non-commercial basis on 15 August 1995 in Delhi . While all the major cities and towns in the country were linked with telephones during the British period, the total number of telephones in 1948 numbered only around 80,000. Post independence, growth remained slow because the telephone was seen more as a status symbol rather than being an instrument of utility. The number of telephones grew leisurely to 980,000 in 1971, 2.15 million in 1981 and 5.07 million in 1991, the year economic reforms were initiated in the country.
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Mumbai City and Andheri telephone

While certain measures were taken to boost the telecom industry from time to time, for example introduction of the telex service in Mumbai in 1953 and commissioning of the first subscriber trunk dialing route between Delhi and Kanpur and between Lucknow and Kanpur in 1960), the first waves of change were set going by sam pitroda in the eighties. The real transformation in scenario came with the announcement of the National Telecom Policy in 1994

1.2.1 Indian telecom sector: recent policies

All villages shall receive telecom facilities by the end of 2002. A Communication Convergence Bill introduced in the Parliament on August 31, 2001 is presently before the Standing Committee of Parliament on Telecom and IT. National Long Distance Service (NLD) is opened for unrestricted entry. The International Long Distance Services (ILDS) have been opened to competition. The basic services are open to competition. In addition to the existing three, a fourth cellular operator, one each in four metros and thirteen circles, has been permitted. Cellular operators have been permitted to provide all types of mobile services including voice and non-voice messages, data services and PCOs utilizing any type of network equipment, including circuit and/or package switches that meet certain required standards. Policies allowing private participation have been announced as per the New Telecom Policy (NTP), 1999 in several new services, which include Global Mobile Personal Communication by Satellite (GMPCS) Service, digital Public Mobile Radio Trunked Service (PMRTS) and Voice Mail/ Audiotex/ Unified Messaging Services. Wireless Local Loop (WLL) has been introduced to provide telephone connections in urban, semi-urban and rural areas promptly. Two telecom PSUs, VSNL and HTL have been disinvested.
13

Steps are being taken to fulfill Universal Service Obligation (USO), funding, and administration. A decision to permit Community Phone Service has been announced. Multiple Fixed Service Providers (FSPs) licensing guidelines were announced. Internet Service Providers (ISPs) have been allowed to set up International Internet Gateways, both Satellite and Landing stations for submarine optical fiber cables. Two categories of infrastructure providers have been allowed to provide end-to-end bandwidth and dark fiber, right of way, towers, duct space etc. Guidelines have been issued by the Government to open up Internet telephony (IP).

1.2.2 . Emergence as a major player

In 1975,Department of telecom (DoT) was separated from Indian post and telecommunication account& finance was responsible for 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. In 1990s the telecom sector was opened up by the Government for private investment as a part of Libaralisation-privatisation-globalisation policy. Therefore, it became necessary to separate the Government's policy wing from its operations wing. The Government of India corporatized the operations wing of DoT on 1 October 2000 and named it as Bharath Sanchar Nigam Limited (BSNL). Many private operators, such as Reliance communication, Tata indicom, Vodafone, Loop mobile, Airtel, Idea, etc., successfully entered the high potential Indian telecom market

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1.2.3 Privatization of telecommunications in India

The Indian government was composed of many factions (parties) which had different ideologies. Some of them were willing to throw open the market to foreign players (the centrists) and others wanted the government to regulate infrastructure and restrict the involvement of foreign players. Due to this political background it was very difficult to bring about liberalization in telecommunications. When a bill was in parliament a majority vote had to be passed, and such a majority was difficult to obtain, given to the number of parties having different ideologies.

Liberalization started in 1981 when Prime Minister Indira Gandhi signed contracts with Alcatel cit of France to merge with the state owned Telecom Company (ITI), in an effort to set up 5,000,000 lines per year. But soon the policy was let down because of political opposition. She invited Sam Pitroda a US based Non resident Indians to set up a Center for Development of Telemetric (C-DOT), however the plan failed due to political reasons. During this period, after the assassination of Indira Gandhi, under the leadership of Rajiv Gandhi ,many public sector organizations were set up like the Department of telecommunication (DoT) , VSNL and MTNL Many technological developments took place in this regime but still foreign players were not allowed to participate in the telecommunications business. The demand for telephones was ever increasing. It was during this period that the Narsimha Rao-led government introduced the national telecommunications policy [NTP] in 1994 which brought changes in the following areas: ownership, service and regulation of telecommunications infrastructure. They were also successful in establishing joint ventures between state owned telecom companies and international players. But still complete ownership of facilities was restricted only to the government owned organizations. Foreign firms were eligible to 49% of the total stake. The multi-nationals were just involved in technology transfer, and not policy making. During this period, the World Bank and ITU had advised the Indian Government to liberalize long distance services in order to release the monopoly of the state owned DoT and VSNL; and
15

to enable competition in the long distance carrier business which would help reduce tariff's and better the economy of the country. The Rao run government instead liberalized the local services, taking the opposite political parties into confidence and assuring foreign involvement in the long distance business after 5 years. The country was divided into 20 telecommunication circles for basic telephony and 18 circles for mobile services. These circles were divided into category A, B and C depending on the value of the revenue in each circle. The government threw open the bids to one private company per circle along with government owned DoT per circle. For cellular service two service providers were allowed per circle and a 15 years license was given to each provider. During all these improvements, the government did face oppositions from ITI, DoT, MTNL, VSNL and other labor unions, but they managed to keep away from all the hurdles After 1995 the government set up TRAI(Telecom Regulatory Authority of India) which reduced the interference of Government in deciding tariffs and policy making. The DoT opposed this. The political powers changed in 1999 and the new government under the leadership ofAtal Vihari Vajpayee was more pro-reforms and introduced better liberalization policies. They split DoT in two- one policy maker and the other service provider (DTS) which was later renamed as BSNL. The proposal of raising the stake of foreign investors from 49% to 74% was rejected by the opposite political party and leftist thinkers. Domestic business groups wanted the government to privatize VSNL. Finally in April 2002, the government decided to cut its stake of 53% to 26% in VSNL and to throw it open for sale to private enterprises. TATA finally took 25% stake in VSNL. This was a gateway to many foreign investors to get entry into the Indian Telecom Markets. After March 2000, the government became more liberal in making policies and issuing licenses to private operators. The government further reduced license fees for Cellular service providers and increased the allowable stake to 74% for foreign companies. Because of all these factors, the service fees finally reduced and the call costs were cut greatly enabling every common middle class family in India to afford a cell phone. Nearly 32 million handsets were sold in India. The data reveals the real potential for growth of the Indian mobile market.

In March 2008 the total GSM and CDMA mobile subscriber base in the country was 375 million, which represented a nearly 50% growth when compared with previous year. As the unbranded
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Chinese cell phones which do not have international mobile Equipment Identity (IMEI) numbers pose a serious security risk to the country, Mobile network operators therefore planned to suspend the usage of around 30 million mobile phones (about 8 % of all mobiles in the country) by 30 April. 56 years the average monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile subscribers base in December 2002 stood at 10.5 millions. However, after a number of proactive initiatives were taken by regulators and licensors, the total number of mobile subscribers has increased greatly to 811.59 million subscribers as of Mar 31st 2011. India has opted for the use of both the GSM(global system for mobile communication) and CDMA(code-division multiple access) technologies in the mobile sector. In addition to landline and mobile phones, some of the companies also provide the WLL service. The mobile tariffs in India have also become lowest in the world. A new mobile connection can be activated with a monthly commitment of US$0.15 only. In 2005 alone additions increased to around 2 million per month in the year 2003-04 and 2004-05 In June 2009, the Government of India banned the import of several mobile phones manufactured in China citing concerns over quality and the lack of IMEI's which make it difficult for authorities in India to track the sale and use of such phones.] In April 2010, the Government was also reported to be blocking Indian service providers from purchasing Chinese mobile technology citing concerns that Chinese hackers could compromise the Indian telecommunications network during times of national emergency. A series of attacks on Indian government websites and computer networks by suspected Chinese hackers has also made Indian regulators suspicious with regards to the import of potentially sensitive equipment from China. The companies reported to be affected by this are Huawei Technologies

1.2.4 Telecommunications Regulatory Environment in India

LIRNEasias Telecommunications Regulatory Environment (TRE) index, which summarizes stakeholders perception on certain TRE dimensions, provides insight into how conducive the environment is for further development and progress. The most recent survey was conducted in

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July 2008 in eight Asian countries, including Bangladesh, India, Indonesia, Sri Lanka, Maldives, Pakistan, Thailand, and the Philippines. The tool measured seven dimensions: i) market entry; ii) access to scarce resources; iii) interconnection; iv) tariff regulation; v) anti-competitive practices; and vi) universal services; vii) quality of service, for the fixed, mobile and broadband sectors.

The results for India, point out to the fact that the stakeholders perceive the TRE to be most conducive for the mobile sector followed by fixed and then broadband. Other than for Access to Scarce Resources the fixed sector lags behind the mobile sector. The fixed and mobile sectors have the highest scores for Tariff Regulation. Market entry also scores well for the mobile sector as competition is well entrenched with most of the circles with 4-5 mobile service providers. The broadband sector has the lowest score in the aggregate. The low penetration of broadband of mere 3.87 against the policy objective of 9 million at then end of 2007 clearly indicates that the regulatory environment is not very conducive.

1.2.5 Mobile Number Portability (MNP)

India is a fast growing in terms of mobile usage. A mobile phone has become a necessity in todays lifestyle. As a result India has turned out to be a competing hub for many mobile companies. Mobile Number Portability (MNP) was launched in India in January 2011, which allows the user to retain the existing number while giving him an option to change the subscriber. India, the worlds second largest market for mobile phones is foretasted to become an even larger market with unit shipments of 209 million each year by 2016 at a compound annual growth rate of 12% from 2010 to 2016, according a market study. Indias mobile market has changed with local mobile companies drastically cutting into the market of the dominant companies like Nokia .The mobile entertainment industry in India is also witnessing significant growth and a latest research forecasts this market to reach $5 billion in 2015 from $1.2 billion in 2009, growing at a CAGR(compound annual growth rate) of 26%
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1. Telecom Industry in India(companies)

2.1 Bharat Sanchar Nigam Ltd.(BSNL)

One of the largest & leading public sector units in India. It was formed in October, 2000, is Worlds 7th largest Telecommunications Company providing comprehensive range of telecom services in India BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. Its wide network is present across India except Delhi & Mumbai. BSNL cellular service, Cell One, has 55,140,282 2G cellular customers and 88,493 3G customers as on November 2009. It has 35.1 million Basic Phone subscribers form . 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country.

2. 2 Mahanagar Telephone Nigam Ltd( MTNL)

It is a state-owned telecommunications service provider in the metro cities of Mumbai and New Delhi in India. The company was a monopoly until 1992, when the telecom sector was opened to other service providers. MTNL provides fixed line telephones, cellular connection of both GSM & CDMA and internet services through dialup and DSL Broadband internet. MTNL also provides other services such as VPN(virtual private network) ,Internet Telephony- VOIP and leased lines through BSNL and VSNL. MTNL has also unveiled very cost-effective Broadband Internet access plans (TriBand) targeted at homes and small businesses. MTNL has suffered even more than BSNL and just about survives in a pathetic condition.

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Private Indian owned Companies

2.3 Reliance Communications Ltd.

One of the major Indian telecommunication companys headquartered in Navi Mumbai, India. It is the 16th largest operator in the world with more than 128 million subscribers. It is Indias largest and only telecom operator offering nationwide CDMA, GSM and 3G mobile services. Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group, ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Infrastructure Limited). Reliance Communications was the first Indian company to make handsets so popular in India. It is present in almost the whole of country Andhra Pradesh, Bihar, Chennai, Delhi, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Kolkata, Madhya Pradesh, Maharashtra, Mumbai, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal.(AUSPI). The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited. Reliance Communications paid Rs.5864.29 crores for 3G spectrum in 13 circles. in 2010, RCom became the second private sector telecom company (fourth overall) to launch 3G services in India, with a 4 city launch in Chandigarh, Delhi, Kolkata and Mumbai.

2.4 TATA Teleservices Ltd.

Is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand name Tata Indicom and today enjoys a pan-India presence through existing operations in all of Indias 22 telecom Circles Assam, Andhra Pradesh, Bihar, Chennai, Delhi, Gujarat,
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Haryana, Himachal Pradesh, J & K, Karnataka, Kerala, Kolkata, Madhya Pradesh, Maharashtra, Mumbai, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal (AUSPI). The company is also the market leader in the fixed wireless telephony market. It is the first to pioneer the per-second tariff optionpart of its Pay for What You Use pricing paradigm. . Tata Teleservices Limited has also become the first Indian private telecom operator to launch 3G services in India under the brand name Tata DOCOMO, with its recent launch in all the nine telecom Circles where it bagged the 3G license.

2.5 Idea Cellular Ltd.

Initially a Birla-TATA-AT&T initiative, is now an Aditya Birla Group company. In 2005, AT&T sold its investment in Idea, and the year after Tatas also exited. Idea has its presence in Delhi (Metro), Andhra Pradesh, Gujarat, Haryana, Himachal Pradesh, Maharashtra, Kerala, Madhya Pradesh, Rajasthan, Uttar Pradesh (E), Uttar Pradesh (W) (COAI). The company is among the top four mobile telephony players in India with an 11 per cent all-India subscribers market share. Idea paid Rs.5768.59 crores for 3Gspectrum in 11 circles. Idea enjoys a market leadership position in many of its operational areas. It offers GPRS on all its operating networks for all categories of subscribers, and was the first company in India to commercially launch the next generation EDGE technology in Delhi in 2003.

2.6 Videocon Communications Ltd.

A Videocon group company which offers GSM mobile services GSM service.The company started its telecom services after the 2G Auction and operates in Tamil Nadu (including Chennai), Punjab, Haryana, Mumbai, Gujarat, Kerala, Madhya Pradesh, UP East, UP West, Himachal Pradesh.

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2.7 Quadrant Televentures Ltd.

Formerly HFCL Infotel Limited, is a Unified Access Services Licensee in Punjab Telecom Circle. Commonly known by the name Connect, provides voice telephony In March 2010, it launched its GSM services in the Punjab Service Area. In April 2010, it acquired remaining interest in Infotel Tower Infrastructure Private Limited Private Companies with Majority Stake by Foreign Investors

2.8 Bharti Airtel Ltd.

It is the largest India mobile operator by subscriber base. Commonly known as Airtel, is an Indian telecommunications company that operates in 19 countries across South Asia, Africa and the Channel Islands. Airtel also offers fixed line services and broadband services. Airtel is the largest cellular service provider in India and fifth largest in the world present in Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal (COAI). Airtel won 3G spectrum in 13 circles: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West), Rajasthan, West Bengal, Himachal Pradesh, Bihar, Assam, North East, Jammu & Kashmir for Rs. 12,295 crores. Bharti Airtel wins broadband spectrum in four circles: Maharashtra, Karnataka, Punjab and Kolkata for Rs. 3314.36 crores.Airtel acquired Zains African operations for $10.7 billion to increase its base to more than 180 million globally.

2. 9 Vodafone Ltd.
The worlds largest mobile telecommunications company measured by revenues and the worlds second-largest measured by subscribers. It operates networks in over 30 countries and has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the largest mobile telecommunications company in the United States measured by subscribers. In India it is present in Andhra Pradesh, Chennai (Metro), Delhi (Metro), Gujarat, Haryana, Karnataka,
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Kolkata (Metro), Mumbai (Metro), Punjab, Rajasthan, Uttar Pradesh (W), Uttar Pradesh (E), West Bengal, Maharatshtra, Tamilnadu, Kerala, Jammu & Kashmir, Himachal Pradesh, Orissa, Bihar, Assam, North East, Madhya Pradesh (COAI). Its primary listing is on the London Stock Exchange and it is a constituent of the FTSE 100 Index. It has a secondary listing on NASDAQ (National Association of Securities Dealers Automated Quotations)..Note Vodafone entered India by acquiring the Hutchinson stake.

2.10 Aircel Group

A joint venture between Maxis Communications of Malaysia and Apollo Hospitals of India. UTSB has a 74% stake in Aircel and the remaining 26% is with Apollo Hospitals. It is Indias Seventh largest GSM mobile service provider. It offers both prepaid and postpaid GSM cellular phone coverage throughout India.As on date, Aircel is present in all 23 telecom circles Assam, Bihar, Chennai, Himachal Pradesh, Jammu & Kashmir, North East, Orissa, Tamil Nadu, West Bengal, Kolkata, Delhi, Kerala, Karnataka, Andra Pradesh,UP(E), UP(w), Mumbai (COAI). Aircel has also obtained permission from Department of Telecommunications (DoT) to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services. It also has the largest service in Tamil Nadu. Aircel paid Rs.6499.46 crores for the 3G spectrum in 13 circles the least cost per circle compared to other operators. The circles it will provide 3G in are Andhra Pradesh, Assam,Bihar, Jammu & Kashmir, Karnataka, Kerala, Kolkata,Madhya Pradesh, Chhattisgarh, North East, Orissa, Punjab, Tamil Nadu, Uttar Pradesh, Uttarakhand, West Bengal.Aircel paid Rs.3438crores for the broadband wireless access spectrum in 8 circles, the second highest wins overall after Reliance Communications. The circles it has won spectrum are Andhra Pradesh, Assam, Bihar, Jammu & Kashmir, North East, Orissa, Tamil Nadu and West Bengal.

2.11 Loop Mobile Ltd.

In the year 2009, BPL Mobile rebranded itself as Loop Mobile and has been operating since then in Mumbai. BPL Mobile Communications Limited offers GSM wireless facilities in three states of India besides offering broadband facilities via wireless bplnet with an ADSL internet
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competence. It offers pre and post paid, data, and roaming services. The company has also started manufacturing handsets.

2.12 Spice Communications Ltd.

Now a subsidiary of Idea Cellular Ltd.which owns more than 80% equity in the company. The Aditya Birla Group took over the ownership of Spice Telecom for over Rs 2,700 crore. The companys areas of operation are Karnataka & Punjab. The prepaid users(which form majority in India) had problems getting their phones recharged with prepaid balance when in roaming. Hence, Spice could not regain the market share inspite of its low tariffs.

2.13 S Tel Ltd.

Is a joint venture between Siva Group (formerly Sterling Infotech Group) and Bahrain Telecommunications Company (Batelco). S Tel has acquired Unified Access Services Licenses (UASL) and spectrum to operate in six Category C circles Orissa, Bihar, Himachal Pradesh, North East, Assam and Jammu & Kashmir. These licenses will enable the company to provide Unified Mobile service, wireless broadband and other innovative Value Added Services.

2.14 Unitech Wireless Ltd.

Unitech Group (32.75%) in joint venture with Norways telecom major Telenor (67.25%) had started its service in telecom business under the name of Uninor. It offers mobile telephony services in India. The company was incorporated in 2008 and is based in Gurgaon, India. The company holds a pan-India UAS licence to offer telecommunications services in each of Indias 22 circles & has also received spectrum for six circles. Unitech has sold out a majority stake in its telecom arm, making Unitech Wireless one of the few telecom companies controlled by foriegn telcos. The company benefited the most in the 2G spectrum allocation scam. Its
24

promoters gained Rs 2,342 crores and now the company is under direct investigation by the Supreme Court over corruption charges

2.15 Etisalat DB Telecom Pvt. Ltd

Etisalat DB Telecom Pvt. Ltd is a joint venture between Etisalat and Dynamix Balwas Group.Another telecom company which has now come under the Supreme Court Scanner with Balwa in jail. In 2009he Board of Etisalat DB, today announced the change of name of the erstwhile Swan Telecom, a joint venture between Etisalat and DB Realty. The company has officially been re-named as Etisalat DB Telecom India Pvt. Ltd.Etisalat DB and its subsidiary has the Unified Services Access License in 15 circles including Andhra Pradesh, Delhi, Gujarat, Haryana, Karnataka, Kerala, Maharashtra, Mumbai, Punjab, Rajasthan, Tamil Nadu (including Chennai), Uttar Pradesh (East), Uttar Pradesh (West), Madhya Pradesh and Bihar

2.16 Sistema Shyam teleservices (SSTL)

Mobile TeleSystems OJSC (MTS) is the leading telecommunications group in Russia, Eastern Europe and Central Asia, offering mobile and fixed voice, broadband, pay TV as well as content and entertainment services. In December 2008, MTS extended its brand outside the CIS borders. MTS and Shyam Telelink Limited, JSFC Sistemas telecommunications subsidiary in India, announced the agreement to allow Shyam Telelink to use MTS brand in India.In 2008, Vodafone announced a partnership deal with MTS, whereby Vodafone services will be available to MTS subscribers and both companies have noted the potential for more efficient purchasing. MTS s present in Andhra Pradesh, Kerala, Rajasthan, Tamil Nadu (Incl.Chennai), Kolkatta, West Bengal, Bihar, Delhi, Mumbai, Haryana, Maharashtra, UP (E), UP (W), Madhya Pradesh, Gujarat, Punjab (AUSPI). MTS has been listed on the New York Stock Exchange since July 2000 and trades under the ticker MBT. The Companys shares have been listed locally on Moscow Interbank Currency Exchange (MICEX) since November 2003. Group Company wise Subscriber details is given below (source Indian telecom associations)
25

Sl. No. 1 2 3 4 5 6 7 8 9 10 11

Name of Company Bharti Airtel Vodafone Essar IDEA BSNL Aircel Uninor Videocon MTNL Loop Mobile Stel Etisalat Nov2010 (AUSPI)

Total no. of subscribers 158,998,869 130,920,732 86,800,809 85,098,200 53,500,469 21,577,497 6,564,083 5,178,617 3,079,281 2,692,462 652,370

Sl. No. 1 2 3 4

Name of Company Connect Reliance Communications TATA Indicom MTS

Total no. of subscribers 1,618,787 1,23,579,526 83,855,304 7,815,389

A recent report released by Telecom Regulatory Authority of India (TRAI) shows that the number of telephone subscribers in India increased to 846.32 Million at the end of March 2011 from 826.25 Million at the end of February 2011, registering a growth rate of 2.43%. The share of Urban Subscriber has declined to 66.65% from 66.72% where as share of Rural Subscribers has increased from 33.28% to 33.35%. Subscription in Urban Areas grew from 551.27 million in February 2011 to 564.08 million at the end of March 2011. Rural subscription increased from 274.98 million to 282.23 million. The growth of Rural Subscription (2.64%) is higher than the Urban Subscription (2.32%). The overall Urban teledensity has increased from 154.01 to 157.32 and Rural teledensity increased from 32.95 to 33.35.

26

3 .Telecom Regulatory Authority of India(TRAI)

The Telecom Regulatory Authority of India (TRAI) is the independent regulator established in 1997 by the government of India to regulate the telecommunication business in India Notwithstanding anything contained in the Indian telegraph Act,1885, the functions of the Authority shall be to;

27

3.1 make recommendations, either suo motu("on its own motion)or on a request from the licensor, on the following matters, namely: i. ii. iii. iv. need and timing for introduction of new service provider terms and conditions of license to a service provider; revocation of license for non-compliance for terms and conditions of license: measures to facilitate competition and promote efficiency in the operation of telecommunication services so as to facilitate growth in such services. v. vi. technological improvements in the services provided by the service providers. type of equipment to be used by the service providers after inspection of equipment used in the network. vii. measures for the development of telecommunication technology and any other matter relatable to telecommunication industry in general; viii. efficient management of available spectrum;

2. discharge the following functions, namely: i. ii. ensure compliance of terms and conditions of license; notwithstanding anything contained in the terms and conditions of the license granted before the commencement of the Telecom Regulatory Authority (Amendment) Ordinance,2000, fix the terms and conditions of inter-connectivity between the service providers; iii. iv. ensure technical compatibility and effective inter-connection between different service providers. regulate arrangement amongst service providers of sharing their revenue derived from providing telecommunication services; v. lay down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the periodical survey of such service provided by the service providers so as to protect interest of the consumers of telecommunication services; vi. lay down and ensure the time period for providing local and long distance circuits of telecommunication between different service providers; vii. maintain register of interconnect agreements and of all such other matters as may be provided in the regulations;

28

viii.

keep register maintained under clause (viii) open for inspection to any member of public on payment of such fee and compliance of such other requirement as may be provided in the regulations;

ix.

ensure effective compliance of universal service obligations:

3. levy fees and other charges at such rates and in respect of such services as may be determined by regulations. 4. perform such other functions including such administrative and financial functions as may be entrusted to it by the Central Government or as may be necessary to carry out the provisions of this Act:
o

Provided that the recommendations of the Authority specified in the clause (a) of this sub-section shall not be binding upon the Central Government:

Provided further that the Central Government shall seek the recommendations of the Authority in respect of matters specified in sub-clauses (i) and (ii) of clause (a) of this sub-section in respect of new licence to be issued to a service provider and the Authority shall forward its recommendations within a period of sixty days from the date on which that Government sought the recommendations:

Provided also that the Authority may request the Central Government to furnish such information or documents as may be necessary for the purpose of making recommendations under sub-clauses (i) and (ii) of clause (a) of this sub-section and that Government shall supply such information within a period of seven days from receipt of such request:

Provided also that the Central Government may issue a license to a service provider if no recommendations are received from the Authority within the period of specified in the second provision or within such period as may be mutually agreed upon between the Central Government and the Authority.

v.

Provided also that if the Central Government having considered that recommendation of the Authority comes to aprima facie conclusion that such recommendation cannot be accepted or needs modifications, it shall, refer the recommendations back to the Authority for its reconsideration, and the Authority may within fifteen days from the date of receipt of such reference, forward to the Central Government its recommendation after considering the reference made by the Government. After receipt of further recommendation, if any, the Central Government shall take a final decision
29

4.Company profile

Bharath

Sanchar

Nigam

Ltd.

formed

in

October,

2000,

is

World's

7th

largest

Telecommunications Company providing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India.

Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India. It is the largest telecommunication company in India and the seventh largest in the world. Its headquarters are at Statesman House, Barakhamba Road, New Delhi. It has a status of Mini Ratna - a status assigned reputed Public Sector companies in India. BSNL is India's oldest and largest Communication Service Provider (CSP). Currently BSNL has a customer base of 66.3 million (Basic & Mobile telephony). It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. The Company providing comprehensive range of telecom services viz. Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services,
30

IN Services etc. Within a span of six years it has become one of the largest public sector unit in India.

4.1 BSNL UNITS

BSNL is divided into a number of administrative units; termed as telecom circles, metro districts, project circles and specialized units. Telecom Circles & Metro districts are responsible for providing service to the customers. There are 24 Telecom Circles and 2 Metro districts.

4.1.1 TELECOM CIRCLES

1. Andaman & Nicobar Telecom Circle 2. Andhra Pradesh Telecom Circle 3. Assam Telecom Circle 4. Bihar Telecom Circle 5. Chhatisgarh Telecom Circle 6. Gujarat Telecom Circle 7. Haryana Telecom Circle 8. Himachal Pradesh Telecom Circle 9. Jammu & Kashmir Telecom Circle 10. Jharkhand Telecom Circle 11. Karnataka Telecom Circle 12. Kerala Telecom Circle 13. Madhya Pradesh Telecom Circle 14. Maharashtra Telecom Circle 15. North East-I Telecom Circle 16. North East-II Telecom Circle 17. Orissa Telecom Circle
31

18. Punjab Telecom Circle 19. Rajasthan Telecom Circle 20. Tamil Nadu Telecom Circle 21. Uttar Pradesh (East) Telecom Circle 22. Uttar Pradesh (West) Telecom Circle 23. Uttranchal Telecom Circle 24. West Bengal Telecom Circle

4.1.2 METRO DISTRICTS

1. Kolkata Telecom District 2. Chennai Telecom District

4.1.3 PROJECT CIRCLES

1. Eastern Telecom Project Circle 2. Western Telecom Project Circle 3. Northern Telecom Project Circle 4. Southern Telecom Project Circle 5. IT Project Circle, Pune

4.1.4 MAINTENANCE REGIONS

1. Eastern Telecom Maintenance Region 2. Western Telecom Maintenance Region

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3. Northern Telecom Maintenance Region 4. Southern Telecom Maintenance Region

4.1.5 SPECIALIZED TELECOM UNITS

1. Data Networks 2. National Centre For Electronic Switching 3. Technical & Development Circle 4. Quality Assurance

4.1.6 MANUFACTURING UNITS

1. Telecom Factory, Mumbai 2. Telecom Factory, Jabalpur 3. Telecom Factory, Richhai 4. Telecom Factory, Kolkata

4.1.7 TRAINING INSTITUTIONS

1. Advanced Level Telecom Training Centre (ALTTC) 2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training 3. National Academy of Telecom Finance and Management 4. Regional Telecom Training Centers 5. Circle Telecom Training Centers 6. District Telecom Training Centers
33

4.1.8 OTHER UNITS

1. Telecom Stores 2. Telecom Electrical Wing 3. Telecom Civil Wing

4.2 Market share

Bharat Sanchar Nigam Limited is a state owned telecommunications company headquartered in New Delhi, India. BSNL is one of the largest Indian cellular service providers, with over 86.4 million subscribers as of March 2011, and the largest land line telephone provider in India. However, in recent years the company's revenue and market share plunged into heavy losses due to intense competition in Indian telecomm unications sector.

4.3 Key Players

With new players coming in, the intensity of competition in the industry has increased, especially over the last four years. The market share of the telecom companies reflects the fragmented nature of the industry, with as many as 15 players. As of September 30, 2010, Bharti Airtel led the market with 20.8 per cent share, Reliance (17.1 per cent), Vodafone (16.8 per cent), BSNL (11.4 per cent), Tata (11.5 per cent), Idea (10.8 per cent), Aircel (6.8 per cent), with the remaining share being held by other smaller operators, according to Telecom Regulatory Authority of India (TRAI) database.

34

Total Wireless subscriber base increased from 791.38 Million in February 2011 to 811.59 Million at the end of March 2011, registering a growth of 2.55%. The share of Urban Subscriber has declined to 66.30% from 66.36% where as share of Rural Subscribers has increased from 33.64% to 33.70%. The overall wireless Tele-density in India reaches 67.98. Private operators hold 88.01% of the wireless market share where as BSNL and MTNL, two PSU operators hold only 11.99% market share. The graphical presentations of market shares and shares in net additions of all the service providers during the month of March 2011 are given below

35

Wireline subscriber base declined from 34.87 Million in February 2011 to 34.73 Million at the end of March 2011. The share of Urban Subscriber has increased from 74.87% to 74.97% where as share of Rural Subscribers has declined to 25.03% from 25.13%. The overall wire line Tele-density in India declines to 2.91 with urban and rural teledensity being 7.26 and 1.04 respectively. BSNL and MTNL, two PSU operators hold 82.61% of the Wire line market share. Detailed statistics is at Annexure-III. The graphical presentation of market share of all service provider as on 31st March 2011 is given below:

36

Product and services

4.4 PRODUCT LINES OF BSNL

BSNL is a telecommunication solution provider. The different product lines of BSNL are as follows.

37

1. BASIC PHONE SERVICES 2. GSM MOBILE PHONE SERVICES 3. WLL MOBILE PHONE SERVICES 4. INTERNET 5. BROADBAND (DATAONE) 6. MPLS VPN 7. ISDN 8. LEASED LINE 9. INTELLIGENT NETWORK 10. I NET TELEX/ TELEGRAPH

4.4.1 BSNL LANDLINE

BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years. Presently the Plain old, Countrywide telephone service is being provided through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX), Digitalized Public Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL's telephony network expands throughout the vast expanses of the country reaching to the remotest part of the country

4.4.2 FIXED LINE PRE-PAID TELEPHONE

FLPP (Fixed Line Pre-Paid)Service enables a subscriber to make calls from a prepaid account linked to his telephone number. Unlike the prepaid card ITC service, where the authentication is done every time through a 16-digit PIN the authentication of FLPP is linked to his telephone

38

line & the user is not required to dial the Account number/ PIN for authentication making it simpler to use. Fixed Line Prepaid service offers: Conversion of fixed line to Pre Paid and get rid of telephone bills. Easy de-linking from telephone line when prepaid is not required on any number No need to dial Account number/ PIN every time you make a call. STD/ISD Facility On Line balance enquiry 'Follow on feature' on no reply, busy and called party release to dial another number for subscribers other than PCO. Easy recharge and no problem of bills Free Level 1 service like 100, 101, 102 etc. available. Free Level 1 IN services which are free to end-customers like Free Phone etc. are available. There can be four types of FLPP accounts namely PCO FLPP Account, PCO Local FLPP Account, General FLPP Prepaid Account and General FLPP Prepaid + Post paid Account.

BSNL PCO Call waiting

This facility lets you receive incoming calls even when your telephone is busy. You will get a short duration pip-pip tone when you are busy talking , indicating that another call is waiting for you , provided you have activated this facility. You can talk to any one of the callers keeping the other waiting. Complete secrecy of communication between the two callers is maintained

Abbreviated Dialing

39

You may be calling a few people very frequently. It is possible to program these numbers as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be programmed for abbreviated dialing. It is ideal for STD/ISD.

Hot Line

You may want to be connected directly to a pre-determined number as soon as you lift the hand set even without dialing. At the same time you may want to have the flexibility to dial any other number of your choice. It is possible to have this facility in the digital exchanges by the delayed hotline feature. The number of your choice can be programmed by the exchange staff at your request. After doing so if you lift the telephone and do not dial within 5 seconds , you will be automatically connected to the programmed number. However if you start dialing with in 5 seconds , you can make an outgoing call as usual.

Call Transfer(call Forward)

Useful for very mobile persons who may not want to miss incoming calls. Using this facility Calls can be forwarded to another telephone number designated by you.

Automatic Wake-up/Reminder call service

When you want to be given reminder at a specific time, all you have to do is to call the exchange and leave the time you want to be reminded. The facility allows you to initiate a call automatically by the exchange at a fixed time specified by the user of the telephone.

Number /Call Hunting Service

If you have more than one telephone line, this facility is very helpful for your caller. If the called line is engaged, your caller does not have to disconnect and dial other line(s). This facility automatically transfers the incoming call to whichever line is free
40

Calling Line Identification

The subscriber has to buy separately the CLIP display device from market. Using this facility you can see the number of the calling party before lifting your telephone. Very useful to trace malicious caller. However, the CLIP instrument shall be procured and installed by the users themselves.

Presentation(CLIP)

The subscriber has to buy separately the CLIP display device from market. Using this facility you can see the number of the calling party before lifting your telephone. Very useful to trace malicious caller. However, the CLIP instrument shall be procured and installed by the users themselves Calling Line Identification(CLI) Announcement service

Dial 164 and listen to the number of the phone line that you have used to make the call. Very useful when in doubt about your phone number.

Phone Bell Check

Dial 161 and after a few second replace the hand set. Your phone will ring very soon. Useful for checking functioning or adjusting volume of bell of your phone.

Electronic Locking For STD/ISD

For 100% protection against improper use, you can lock your telephone electronically. Here, you only know the secret code. You can lock/allow Local, STD or ISD calls in many way viz. all calls allowed, only local calls allowed, only STD & Local calls allowed, all outgoing calls barred etc

41

Call Conferencing

With this service telephonic conference can be set up within 3 or more parties. This service is available subject to technical feasibility.

4.4.3 BSNL Mobile

This ambitious service uses state-of-the-art GSM technology to attain global excellence and leadership in business. Our entry into this sector has brought GSM cellular service at an affordable cost to the common man. All serving a single objective, to provide better communication to millions across India.

BSNL Mobile offers you a host of value added services and unmatched features not found in any other Cellular service As a proud subscriber of BSNL Mobile service you will stay in touch with your nears and dears anywhere in India because BSNL Mobile is the only Cellular service which is available in all major cities and covers all major highways. The cellular services features of BSNL

Variety of Products in Prepaid and Postpaid Category Postpaid deposit waived for existing BSNL Customers and Govt. National and International SMS facility National roaming without roaming rental International roaming facility for postpaid customers Appropriate and reasonable tariff packages to suit every pocket
42

Employees

 Absolute transparency in billing Online bills available GPRS and MMS facility Voice mail service Call forwarding Call conferencing Closed User Group Friend and Family Talk Call waiting and Call holding facility FAX Free Clip facility Fancy numbers Prepaid to postpaid conversion

BSNL Mobile services

4.4.5 POSTPAID

1.1

PLAN 725

The scheme will be launched with effect from 1st August 2006 for 90 days

43

4.4.6 PREPAID

BSNL has introduced Location Based Services (LBS) in the cellular segment. In the initial phase following services are available. (a) Tracking services:

Resource Tracking and Management Services (RTMS) People Finder Service (PFS) (b) Infotainment Services:

Advertisement Dating Service Voice-Mail

The voice mail can be send/received to/by other subscribers having this facility. The incoming voice message from the mailbox can be accessed as per following procedure: 1. Conditional divert can be given for the voice calls to the voice-mailbox no. i.e. 17000. 2. Whenever a voicemail is received in voice-mailbox, the subscriber will receive an SMS on his/her cell phone. 3. In order to retrieve messages from the voice-mailbox, dial 17000 from mobile phone. Press '*' to skip the introduction part. 4. The message can be retrieved by following the voice menus thereafter.

44

The voice mailbox can be accessed on landline also as per below mentioned procedure: In order to retrieve messages from voice-mailbox by using landline phone, dial 9447017000 (which is the common access no.) followed by '#', and own mobile number and '#'. The system will prompt password. The default password is 1234. Enter password and follow the voice menus thereafter.

GSM PCO GSM FWP VPT UNIFIED MESSAGING GPRS/WAP/MMS INTERNATIONAL ROAMING DEMOs TARIFF SMS & BULK SMS HELP DESK

GSM PRODUCTS FACILITIES

The general GSM products facilities are

Migration Facility. SMS (Short Messaging Service)

45

 SMS Packages GPRS (General Packet Radio service) and MMS (Multi media Messaging Service) National Roaming International Roaming Friends and Family Scheme Closed User Group (CUG) Location Based Services (LBS) Voice-Mail

Migration Facility.

Customers can convert Excel Power pre-paid scheme to post paid scheme without paying any additional activation charge. In the postpaid product line customers can migrate from one product to another by giving an application in writing. There are no charges for migration. In the prepaid product line customers can change from excel power to excel anant by purchasing and activating the excel anant migration card worth Rs 785/. Excel power customers can migrate into excel one India purchasing and activating the excel one India prepaid card worth Rs 897/. The excel anant/ excel one India prepaid customers can migrate into excel power by sending an SMS, MGEN, (Migration to general) to the destination number 333

SMS (Short Messaging Service)

Mobile-to-Mobile Messaging is a revolutionary new means of communication that allows CellOne mobile subscribers to send a short text message instantaneously to any other mobile subscriber. Customer can type down the message and send it to any mobile. The message can be of 160-character length including spaces, punctuation and special characters. The system sends
46

the confirmation about the delivery of the message to the sender as soon as the message is delivered .If the called number is busy or out of coverage area, the system periodically monitors the status of the called number and sends the message as soon as it becomes active. BSNL provides national and International SMS facility to its post and pre-paid customers at very cheap price. The tariff details are as follows. GSM SMS Charges Maximum 160 characters Local (Within the LSA) Post paid except plan100/Stodents Power Own Network Post paid plan100 Students Power Local (Within the LSA) Pre paid STD (Outside the LSA) Post paid except plan 100 Other Network Post paid plan 100 STD (Outside the LSA) Pre paid While roaming outside LSA Post paid/Plan 100 While roaming outside LSA Pre paid Excel anant SMS local/ STD Delivery reports International SMS 40 Ps 50 Ps 15 ps 60 Ps 80 Ps Re. 1 Re. 1 80 Ps/ Re.1 Re. 1 Re.1 / Rs.2 10 Ps Rs. 5

SMS Packages

47

The postpaid customers can avail SMS Packages as described below.

GSM SMS Packages Plan 225/299/325/525

Sl. No

Particulars

Plan-100/140

Monthly Fixed charges in Rs. a) Intra circle own network

60

50

Unlimited Free

Unlimited Free

2 b) Other SMS As per plan As per plan

GPRS (General Packet Radio service) and MMS (Multi media Messaging Service) GPRS (General Packet Radio Service) offers high-speed data services in GSM network. It uses Packet Mode Technique to transfer data and provides connectivity to Internet. Users will be able to browse Internet using handsets supporting Internet browsing. They will also be able use their e-mail accounts as is being done through landline Internet access.

Browsing of Internet from Laptops and Desktop computers is possible by connecting the computer with the GPRS enabled mobile handset through a data cable or Infrared connectivity. Moreover, GPRS enables the users to send and receive MMS (Multimedia Messages). MMS is a combination of Text, Picture, Video, Speech, Animation and Music. The tariff details are as follows.

48

National Roaming The roaming services ensure that customers are always just a phone call away from their near and dear ones. The CellOne number shall remain the same while roaming. All India roaming facility is available for both post and pre-paid mobile customers. The national roaming tariff is shown in the table.

International Roaming International roaming facility is available for postpaid subscribers for more than 300 networks across the globe. The International roaming tariff is shown in the table.

All BSNL mobile customers can call any two BSNL numbers (Out of that one number must be a bfone) in the circle at the rate of 10 paise per minute. For excel anant customers it is 50 paise. There are no other charges for availing the service. In addition to this Plan 325 and Plan 525 customers can add friends in their calling list and can make calls at 50% rate to that friends by paying scheme charges. The tariff details are as follows.

Closed User Group (CUG)

Customers can avail CUG facility by taking minimum 3 postpaid connections. CUG members can have unlimited calling within the group, they have to pay the CUG charges. There are two types of CUG namely Circle CUG and Zonal CUG. In Circle CUG the group members
49

must belong to Kerala Circle and In Zonal CUG the group members can be any where from south zone (Kerala, Tamil Nadu, Karnataka and Andra Pradesh.). Scheme details are as follows.

Closed User Group CUG Charges No. Connections Of Plan 140 3 to 25 26 to 999 > 999 100 75 50 Plan 225 75 50 25 Plan Plan 325 50 25 0 525 50 50 -25 One India 50 50 25

Zonal Closed User Group (South Zone) No. Connections 3 to 25 26 to 999 > 999 of CUG Charges Plan 325 Plan 525 175 150 125 100 75 50

50

Location Based Services (LBS) BSNL has introduced Location Based Services (LBS) in the cellular segment. In the initial phase following services are available. (a) Tracking services:

Resource Tracking and Management Services (RTMS) People Finder Service (PFS) (b) Infotainment Services:

Advertisement Dating Service Voice-Mail The voice mail can be send/received to/by other subscribers having this facility. The incoming voice message from the mailbox can be accessed as per following procedure: 1. Conditional divert can be given for the voice calls to the voice-mailbox no. i.e. 17000. 2. Whenever a voicemail is received in voice-mailbox, the subscriber will receive an SMS on his/her cell phone. 3. In order to retrieve messages from the voice-mailbox, dial 17000 from mobile phone. Press '*' to skip the introduction part. 4. The message can be retrieved by following the voice menus thereafter. The voice mailbox can be accessed on landline also as per below mentioned procedure: In order to retrieve messages from voice-mailbox by using landline phone, dial 9447017000 (which is the common access no.) followed by '#', and own mobile number and '#'. The system will prompt password. The default password is 1234. Enter password and follow the voice menus thereafter.

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4.4.7 3G services

Definition of 3G: 3G is the third generation of wireless technologies. It comes with enhancements over previous wireless technologies, like high-speed transmission, advanced multimedia access and global roaming. 3G is mostly used with mobile phones and handsets as a means to connect the phone to the Internet or other IP networks in order to make voice and video calls, to download and upload data and to surf the net. How is 3G Better?: 3G has the following enhancements over 2.5G and previous networks:

Several times higher data speed; Enhanced audio and video streaming; Video-conferencing support; Web and WAP browsing at higher speeds; IPTV (TV through the Internet) support. 3G Technical Specifications: The transfer rate for 3G networks is between 128 and 144 kbps (kilobits per second) for devices that are moving fast and 384 kbps for slow ones(like for pedestrians). For fixed wireless LANs,
52

the speed goes beyond 2 Mbps. 3G is a set of technologies and standards that include W-CDMA, WLAN and cellular radio, among others. 3G follows a pattern of G's that started in the early 1990's by the ITU. The pattern is actually a wireless initiative called the IMT-2000 (International Mobile Communications 2000). 3G therefore comes just after 2G and 2.5G, the second generation technologies. 2G technologies include, among others, the Global System for Mobile (GSM) - the famous mobile phone technology we use today. 2.5G brings standards that are midway between 2G and 3G, including the General Packet Radio Service (GPRS), Enhanced Data rates for GSM Evolution (EDGE), Universal Mobile Telecommunications System (UMTS) etc.

3G and Voice: Wireless technologies are a way for mobile users to make free or cheap calls worldwide and save a lot of money due to the latest telephony applications and services. 3G networks have the advantage of being available on the move, unlike Wi-Fi, which is limited to a few meters around the emitting router. So, a user with a 3G phone and a 3G data plan is well-equipped for making free mobile calls. She will only have to download one of the free applications and install on her mobile phone and start making calls.

4.4.8 BSNL WLL

BSNL WLL-M is a communication system that connects customers to the The BSNL Landlinenetwork using radio frequency signals instead of conventional copper wires, for the full or part connection between the subscriber and the exchange This comes with superior voice

53

quality and high speed data capabilities. CDMA is popular with more than 100 million subscribers worldwide, and the number keeps on increasing exponentially. BSNL WLL service is the most reliable and affordable service giving you the best of both fixed line telephony & Mobile telephony. It offers host of value added services at virtually no cost to our esteemed subscribers. Customer may get the handset by paying premium approx. Rs. 20/- per month only for the comprehensive policy taken for the cost of handset

SERVICES BSNL WLL-M offers you a host of value-added services: Voice-mail service: 24 hour personal call answering service Call waiting: allows you to receive an incoming call while already engaged in one call Call hold: allows you to put a current call on hold and make a second call Call divert: allows you to divert calls within your SDCA allows a conference between 3 persons from your mobile

3-way call conferencing: handset

CLIP (Caller Line Identification Presentation): enables you to view the number of the calling person when you receive a call CLIR (Call Line Identification Restriction): enables you to block presentation of your own number on a called perso

54

4.4.9 INTERNET SERVICES

BSNL is India's no. 1 Internet service provider with more than 17 lakh subscribers, providing Internet service throughout the entire country (except in New Delhi and Mumbai) under the brand name of "Sancharnet". Sancharnet provides free all India roaming and enables it's users to access their accounts, using the same access code (172233) and user ID from any where in the Country. In order to make Internet available through out the length and breadth of the Country Internet Dhabas are being commissioned at all the Block Headquarters. BSNL has also started DIAS and Account free internet access (CLI based)facility

INTERNET SERVICES TYPES OF ACCESS BROADBAND INTERNET ON CDMA TARIFF FOR EVDO ON CDMA WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF BSNL INTERNET SMS& BULK SMS HELP DESK NETWORK

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Basic Phone dial up access BSNL Internet service offers flexible options of access plans for basic phone dial-up in various slabs of 25,50,100, 200, 500 and 1,000 hours. With Sancharnet dialup account you get all India roaming advantage which is not available with any other ISP because you can access sancharnet internet by dialing '172233' from any city in India. It allows customers to send SMS using Sancharnet Email service. Sending SMS using Sancharnet account is very easy and cost effective. There is no need of a mobile phone to send SMS. Moreover it is easy to type a message on computer keyboard

ISDN dial up access

Customers can enjoy blazing fast Internet surfing and download speeds in 64 and 128 Kbps ISDN dial up connections. The uniform all India access number for ISDN access is '172225'. Leased line access

Customers can enjoy round the clock Internet connectivity at speeds varying from 64 Kbps to 45 Mbps. various plans are available to suit different needs.

Direct Internet Access (DIAS)

BSNL also provides DIAS in selected cities of the Country. The DIAS offers a wire-line solution for high-speed symmetrical Internet access on the existing telephone lines. It provides an "always on" Internet access that is permanently available at customer's premises. DIAS combines voice and Internet data packets on a single twisted pair wire at subscriber premises, they can use telephone and surf Internet at the same time.
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Account free Internet dial up access

Account free Internet dial up access based on CLI (Calling Line Identity) is a unique method providing Internet service in which the Customer can access the Internet service from any telephone through dial up. The service allows automatic registration on first login. The authentication will be based on CLI of the telephone with the password supplied by the caller. The charging is totally usage based and the service is a post paid service like normal PSTN. The billing will be separate based on the duration of use and will be charged to telephone bill (CLI based) as Internet access charge at the prescribed rate. The service is available in selected cities. The access number of this service is '172222' in all cities. Broadband service

Broadband service is based on DSL technology (on the same copper cable that is used for connecting telephone). This provides high-speed always on Internet access service with speed ranging from 256Kbps to 8 Mbps.

Wi-Fi

Wi-Fi Services have been introduced for providing high-speed Internet access at convenient public locations called as Hot Spots. E.g.: Airports, Railway Stations, Universities and their campus etc.

INTERNET-WEB HOSTING SERVICES

There are two main categories of web hositing services provided by BSNL Web-Hosting Service
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 Web Co-location Services Web-Hosting Service BSNLs Web-Hosting Service allows customers to host their static or dynamic web sites on BSNL servers Web Co-location Services

BSNL provides Internet services to the customers located in about 450 locations. Web Co-location is an easy and cost effective solution to house a company's powerful infrastructure without losing the administrative control on the equipments. Web Co-location eliminates much of the Infrastructure costs as well as the maintenance cost of such equipments apart from avoiding the last mile problems. Web Co-location enables customers equipment/ Servers to be treated as a part and parcel of the ISP network enjoying all the facilities as the ISP servers. Web Co-location provides the infrastructure at a nominal value keeping the customer comfortable and focused in maintaining the Applications /Services of the company. Apart from enjoying the bandwidth and facilities, the customer retains control over his equipment, software and operating system. The customer simply leases the physical space and high-grade, tier one network access from BSNL the hosting provider

4.4.10 BSNL BROADBAND

The Broadband Service has been launched in Bangalore, Chennai, Hyderabad and Kolkata from 14th January 2005. Soon, it will be extended to more than 200 cities
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BSNL is in the process of commissioning of a world class, multi-gigabit, multi-protocol, convergent IP infrastructure through National Internet Backbone-II (NIB-II), that will provide convergent services through the same backbone and broadband access network. The Broadband service will be available on DSL technology (on the same copper cable that is used for connecting telephone), on a countrywide basis spanning 198 cities. In terms of infrastructure for broadband services NIB-II would put India at par with more advanced nations. The services that would be supported includes always-on broadband access to the Internet for residential and business customers, Content based services, Video multicasting, Video-on-demand and Interactive gaming, Audio and Video conferencing, IP Telephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The subscribe will be able to access the above services through Subscriber Service Selection System(SSSS)portal.

Key objective

To provide high speed Internet connectivity (upto 8 Mbps) To provide Virtual Private Network (VPN) service to the broadband customers To provide dial VPN service to MPLS VPN customers. To provide multicast video services, video-on-demand, etc. through the Broadband Remote Access Server (BRAS).

To provide a means to bill for the aforesaid services by either time-based or volume-based billing. It shall provide the customer with the option to select the services through web server

To provide both pre-paid and post paid broadband services

Technical Capability of the Backbone

The Broadband Service will be given through the state of the art Multi Protocol Label

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Switching (MPLS) based IP Infrastructure, which is designed to provide reliable routes to cover all possible destinations within and outside the country. Layer 1 of the network will consist of a high speed Backbone comprising of 24 powerful Core Routers connected with high speed 2.5 Gbps(STM-16) links. The routers are located on the national DWDM network interfacing at STM-16 optical level to provide for high transmission speeds Services available through Broadband

High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps.

Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc

Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure.

Video and Audio Conferencing: Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV

What are the requirement to use Broadband

BSNL's Bfone (Basic phone) connection Personel Computer with 10/100 Ethernet Port ADSL CPE (Customer Premise Equipment). This can be taken from BSNL at nominal rental per month.

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CORPORATE STRUCTURE OF BSNL HEAD QUARTERS

MANAGEMENT OF THE COMPANY Corporate structure of BSNL Board consists of Chairman and Managing Director and Five full time Directors viz.

Director - Human Resource Development (HRD), Director - Planning & New Services Director - Operations Director - Finance Director - Commercial & Marketing

departments Human Resource Development Planning &New Services

operations Finance Commercial & marketing

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5. ORGANISATIONAL STRUCTURE OF BSNL

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5.1MANAGEMENT PERSPECTIVE - BSNL TELECOM CIRCLE

MANAGEMENT OF BSNL CIRCLE

The top management of each BSNL Circle consists of Chief General Manager and General Mangers in following functional areas. 5.1.1 General Manager (Development) 5.1.2 General Manager (Administration and Telegraph Service) 5.1.3 General Manager (Operations) 5.1.4 General Manager (Marketing and Business Development) 5.1.5 General Manager (Finance) 5.1.6 General Managers of Secondary Switching Areas (Telecom Districts) ORGANISATIONAL STRUCTURE OF BSNL CIRCLE

CHIEF GENERAL MANAGER

GM(D)

GM (A & TS)

GM(O)

GM (MKTG & BD)

GM(F)

GMs(Tele. Districts)

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GM(D)

DGM(IT) AGM(IT) SDEs

DGM(CML) AGM(CML) SDEs

GM(A&TS)

DGM(A) AGM(A) SDEs

DGM(TS) AGM(TS) SDEs

GM(O)

DGM(O) AGM(O) SDEs

DGM(SBP) AGM(SBP) SDEs

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GM(MKTG& BD)

DGM(NS) AGM(NS) SDEs

DGM(MKTG& BD) AGM(MKTG& BD) SDEs

GM(F)

DGM(FA) CAO(FA) AOs

DGM(TR) CAO(TR) AOs

GENERAL MANAGER- HEAD OF TELECOM DISTRICT (TRIVANDRUM)

DGM( U)

DGM (R)

DGM (P)

DGM (OP)

DGM (INT)

DGM (A)

PRINCIPAL RTTC

DGM (F&A)

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GENERAL MANAGER DEPUTY GENERAL MANAGERS (TELECOM ENGINEERING) ASST.GENERAL MANAGERS/ DIVISIONAL ENGINEERS DEPUTY GENERAL MANAGER (FINANCE)

CHIEF ACCOUNTS OFFICERS

SUB DIVISIONAL ENGINEERS JUNIOR TELECOM OFFICERS TELECOM TECHNICAL ASSISTANTS / TELECOM OPERATING ASSISTANTS TELECOM MECHANIC / GROUP D STAFF

ACCOUNTS OFFICERS

JUNIOR ACCOUNTS OFFICERS TELECOM OPERATING ASSISTANTS

GROUP D STAFF

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DESIGNATIONS

CGM GM

Chief General Manager General Manager

DGM

Deputy General Manager

AGM/

Assistant General Manager/ Divisional Chief Accounts

DE/ CAO Engineer/ Officer SDE/ AO

Sub Divisional Engineer/ Officer

Accounts

JTO /JAO

Junior Telecom Officer/ Accounts Officer

Junior

TTA TOA

Telecom Technical Assistant Telecom Operating Assistant

TM

Telecom Mechanic

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6.MANAGEMENT OF RTTC AND ORGANISATION STRUCTURE

6.1 ORGANISATION STRUCTURE The following diagram shows the organization structure of RTTC.

PRINCIPAL

DE (TRG)

DE (SWG)

DE (TMN) PRINCIPAL CTTC

MR

CAO

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DE(TRG)

DE(SWG)

DE(TMN)

PRINCIPAL CTTC

CAO

SDE 1. ADMN

SDE 1. OCB

SDE 1. OFC & CAT

SDE 1. ADMN

AO 1. AO (CASH)

2. TRAINING

2. PP

2. PCM&D M/W

2. TECH

2. AO (Lectr)

3. PROGRAM

3. L& C

3. WLL & Dig LAB

3. PROGRAM

4. WORKS 5. EXAM

4. CPE 5. C-DoT

4. SDH 5. BB

4. HOSTEL 5. LIBRARY

6. LIBRARY 7. PUBLIC RELATNS 8. MARKETING 9. WELFARE 10.COMPUTER

6. AV LAB 7. COMPUTER

8. CABLE 9. VAS

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11.TECH 12.DOCUMENTN 13.COURSE DEV 14.LAND&BLDG 15.GENERAL 16. FURNITURE 17. TRG CORDN 18. PR 19. MARKETING 20. RES WARDENI 21. RES. WDN-II 22. LIASON 23. INV. CTRL 24.NIB 25.AV LAB 26.WIN &LINUX 27.QMS

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6.2 RTTC ORGANIZATION AND RESPONSIBILITY

PRINCIPAL The Principal is responsible for the overall management of RTTC, ensuring quality of the courses conducted and success of all activities by providing necessary guidance. The Principal is also responsible for : a. Formulating the quality policy and setting quality objectives at different levels.

b.Monitoring the progress of the works assigned to the subordinate officers.

c.Meeting the training requirements and objectives of the organization.

d.Controlling the budget, time schedules, quality plans and resources.

e.Supervising the day-to-day activities of RTTC.

f.Coordinating with higher offices, field units, and other training centers and out side agencies for various activities.

6.3 SELECTION OF OFFICERS AND STAFF The Divisional Engineers, Principal CTTC, Sub Divisional Engineers, Junior Telecom Officers, Officers of the Accounts wing and other staff are selected by the Chief General Manager, BSNL, Kerala Circle on the basis of the qualifications prescribed for each post as per the guidelines issued by BSNL Corporate Office from time to time. They are posted under the Principal, RTTC and are responsible for the general progress of their sections and the tasks assigned.
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DIVISIONAL ENGINEER ( TRAINING ) The DE (Trg.) is responsible for the following activities. Planning & Provision of the resources required for all training courses. Ensuring quality of training course. Evaluation of faculty. Arranging the course evaluation and issue of relieving orders. Human Resource development of RTTC. Office administration. Purchasing and sub-contracting. Maintenance and upkeep of the infrastructure including hostels.

PRINCIPAL, CTTC The Principal, CTTC is responsible for the following activities. Planning & Provision of the resources required for all training courses. Ensuring quality of training course and Evaluation of faculty. Arranging the course evaluation and issue of relieving orders. Office administration and Human Resource development of CTTC. Purchasing and sub-contracting. Maintenance and upkeep of the infrastructure including hostels. DIVISIONAL ENGINEERS / CHIEF ACCOUNTS OFFICER The DEs and the CAO organise the works of their sections and distribute the works among the subordinates as per the requirements of RTTC. The following are their duties and responsibilities.

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 Responsible for the general progress of the works of their section and the assigned tasks.

management of the

Controlling the time schedules, resources and quality of the tasks allocated to their section. Ensuring that the section will, at all times, meet the business needs and The progress and time management of the assignments and the associated tasks. Assessing training needs of the faculty members under their control. Instructional duties. In addition to the above, the CAO shall function as the Internal Financial Advisor (IFA) to the Principal. SUB DIVISIONAL ENGINEERS / ACCOUNT OFFICERS The SDEs/ AOs are Lecturers. The general duties and responsibilities of them are the following: 1. Carry out instructional duties as per the timetables. 2. Carry out other assignments as ordered by the Controlling Officer/Principal. 3. Assume the control of the batches as the Class-In-Charge who shall meet the customer needs in coordination with other sections and maintain the batch file containing the trainee particulars during the training period. The following posts are entrusted with some specific responsibilities in addition to the above. SDE ( QMS ) The SDE(QMS) functions as the Management Representative. He shall: Be responsible for issuing the Quality Manual and Quality System procedures of objectives of RTTC.

RTTC and updating them. Promote awareness of customer requirements throughout RTTC. Ensure that the processes needed for the QMS are established, implemented and

maintained.
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Be responsible for planning, scheduling and conducting the Internal Quality Audits. Ensure the availability of adequate number of trained Internal Quality Auditors. Report to top management about the performance of the QMS and the need for improvement as suggested in customer feedback reports.

Organise the management meetings, management review meetings and maintain the records. Verify the corrective and preventive actions as decided in the management meetings. Liaison with external agencies on matters relating to QMS. SUB DIVISIONAL ENGINEER (ADMINISTRATION)

o Office administration of the Principal, RTTC Thiruvananthapuram. Issue of office orders and circulars. Looking after the establishment matters of the staff. Implementation of recommendations of OLIC through Hindi Cell. Management of Human Resource Development activities.

SUB DIVISIONAL ENGINEER (PROGRAM)

Preparing timetable for the batches undergoing training in RTTC and ensuring smooth conduction of batches.

Programming the schedule of subjects and examinations as per the syllabus for each batch. Making alternate arrangements for taking class when the instructional staff goes on leave. Arranging guest faculties or Subject Matter Experts on relevant topics. To assist the Sr. Principal and the DE (Trg) on matters of course programming activities.

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SUB DIVISIONAL ENGINEER (TRAINING) Preparation of course directory and training programme of batches for the financial year and getting approval for the same. Ordering of in service batches as per the approved programme by issuing A Circular. Issuing confirmation on line through CTMS to the participants of all in-service batches at least one week prior to the commencement of training. Issuing relieving orders to all the trainees. Arranging course certificates for all the trainees. Preparing and sending periodical statements to all concerned. Preparation of Annual Administrative Reports. SUB DIVISIONAL ENGINEER ( WORKS) Making local purchase of stationery items and maintaining their store accounts. Other miscellaneous activities connected with celebrations and other Centre. SUB DIVISIONAL ENGINEER (COURSE DEVELOPMENT) Identifying the need for developing new courses and collecting the required inputs for the same. Collecting the feedbacks for validating newly developed courses. Reviewing the design of the existing courses and suggest for modifications if any. Coordinating with relevant competent authorities for obtaining approval for newly proposed courses. 1. Processing for the approval of new in service courses. functions in the Training

SUB DIVISIONAL ENGINEER (EXAMINATIONS) Conducting of examinations. Sending the answer sheets to the examiners for valuation. Keeping the valued answer sheets as record for one year.
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Conducting of supplementary examinations/ Re-examination in case of failure or missing of examination by the induction batch trainees.

Maintaining the Red Books as a permanent record. SUB DIVISIONAL ENGINEER ( WELFARE)

General welfare of staff and trainees. Liaison with the Contributory Welfare Board. 3) Liaison with the Telecom Recreation Club, Colony Welfare Association and the ECA Forum. SUB DIVISIONAL ENGINEER (TECHNICAL)

CCarrying out the analysis of the training activities including the feed back of the trainees. Liaison with the Course Coordinators for implementing the decisions taken in the Management meeting. SUB DIVISIONAL ENGINEER (LAND & BUILDINGS)

Maintenance and upkeeping of the RTTC Campus as a whole. Managing the security staff. Ensuring of water and electricity in the Campus and other environmental needs. SUB DIVISIONAL ENGINEER ( LIBRARY)

Purchasing and stocking of books, periodicals and CDs as per the requirements of he customers and various sections.

Issue of the books and periodicals to the trainees and staff Maintenance of stock register and issue/receipt register of books. Maintenance and upkeep of the library. RESIDENT WARDEN 1.Admission and allotment of rooms to the trainees. 2.Maintenance and upkeep of infrastructure in the hostel, arranging for the comfortable stay of the trainees in the hostel.
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3.Looking after the welfare of the trainees while they are in the hostel including the upkeep and maintenance of the kitchen, dining arrangements and the hygeine and quality of the mess. 4.Relieving the trainees from the hostel. 5.Dealing with the complaints of the trainees in the hostel. 6.Providing medical facility to the trainees in case of emergencies.

COURSE COORDINATORS One Lecturer is nominated as the Course Coordinator for each In-service Course who shall be responsible for all coordination activities related to the course. He shall constantly review the syllabus based on Customers feedback and latest trends in the corresponding field. The CC shall also be responsible for the preparation/ modification of course brochure, work sheets and model question papers and other course materials as per the decisions taken in the management meeting. LAB-IN-CHARGES 1. Regular upkeep and maintenance of Laboratory equipments/ infrastructure. 2. Procurement equipments/tools and infrastructure required for the lab 3. Installation, Operation and Maintenance of new equipments as per the training needs. 4. Maintain proper records of the above items. 5. Ensure proper cleaning of the laboratory/ equipments. JUNIOR TELECOM OFFICER / JUNIOR ACCOUNTS OFFICER The JTOs/JAOs are the Instructors. They shall : 1. 2. Perform instructional duties as assigned in the timetable. Assist the respective SDE/ AO in executing their assigned responsibilities. SUPPORTING STAFF The Senior Telecom Operating Assistants, Telecom Technical Assistants, Telecom Mechanics and Group-D staff assist the respective Officers in the day-to-day activities.
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GUEST LECTURERS AND CONSULTANTS Guest Lecturer / Consultants are engaged as SME to supplement the in-house faculty. They are selected on the basis of qualification and experience in the area of specialization. MANAGEMENT RESPONSIBILITY: The Top Management of RTTC comprises of the Principal, all the divisional Engineers, the Chief Accounts Officer/IFA, the Principal, CTTC and the Management Representative. Every month the Principal and the Principal CTTC conduct a management meeting with all Instructional staff to analyse and take necessary action on the customer feedback. All the evaluation summary reports are discussed in detail and appropriate decisions are taken. The management meeting and regular follow up action on its minutes also provides a frame work for establishing and reviewing of the objectives of RTTC to satisfy the customer, organizational and regulatory requirements. Follow up actions on decisions taken in the previous meetings are also done in the meeting. 6.4 RESPONSIBILITY AND AUTHORITY: The staff of RTTC and CTTC are aware of the authority and responsibility in respect of the Customer requirements, Organisational requirements and Quality objectives of RTTC. Any specific ambiguities and clarifications thereon are resolved during formal and informal discussions and meetings. 6.5 INTERNAL COMMUNICATION:

The DE in charge of the faculty/ CAO meets and interacts regularly with the subordinates. The Principal conducts meeting with all the staff once in an year or as and when required. Besides this, suggestion/ complaint box is kept for receiving complaints and ventilating any grievance of the trainees and the staff members.

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6.6 SUPPLIER RELATIONS The management of RTTC meets the representatives of the suppliers and contractors as often as required to make them aware of the requirements of ISO 9001:2000 standards vis a vis their role and responsibility in it. OBSERVATIONS BSNL maintains a vertical hierarchical system. The management style is somewhat similar to governmental systems. BSNL management needs more operational autonomy in the present day challenging competitive environment.

6.7 EMPLOYEE STRENGTH

STAFF STRENGTH AS ON 31-03-2011

Designation

Sanctioned

Working

Principal (DGM) Divisional Engineer Chief Accounts Officer AO Lecturers (TES Group-B) JAO Junior Telecom Officer

1 3 1 2 47 3 22

1 1 1 2 44 NIL 15

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Sr.Hindi Translator PA Draughtsman Stenographer Sr.TOA(G)/(P)/TG Technician/ TTA 1. Driver Telicom mechanic Regular mazadoors TOTAL

1 NIL 1 2 20 8 1 NILL 6 118

1 1 NIL NIL 18 7 1 9 2 103

CONCLUSION FINDINGS The following findings were observed while the study was conducted.

BSNL has huge fixed assets and infrastructure facilities.

The HR asset is Experienced and well Trained.

BSNL is given due Importance for training and development.

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 BSNL is a Socially Responsible Organization.

BSNL has a Strong Customer base.

IN BSNL Customers are not cared properly as compared to private operators.

The total number of GSM connections of Kerala Circle increased from 8 lakhs in 31-3-2005 to 44.5 lakhs in 31-3-2011... This indicates the defects in capacity planning. The very same effect is observed while talking to customers since many a time they are facing network busy conditions, especially at busy hours. An interesting observation is that total capacity is less than that of total number of connections. It is seen that 80% of the GSM customers are belong to prepaid category. The percentage is almost stable in the last three years. There are 12 varieties of plans available in postpaid product line. Where as in pre-paid product line there are only three plans.

The major portion of revenue is from urban customers.

It is seen that the demand for WLL services are steeply increasing. The total number of connections increased from 16 lakhs in 31-3-2005 to 24 lakhs in 31-3-2011. The capacity planning is absolutely matching with the demands.

BSNL is able to reduce the waiting list of WLL connections rural and urban area, but still 5921 customers are waiting in rural areas for getting the connection. The minimum rental

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of rural WLL subscribers are Rs110 per month, by maintaining 5921 connection in waiting list BSNL is loosing a minimum of Rs 651310/- (5921 X Rs 110) every month. It is again a case of lack of coordination, and ineffective material management since enough capacity is available.

The income from GSM mobile services increased in a very fast rate. The last two years increase is 145 %.

The income from WLL mobile services increased in a very fast rate. The last two years increase is 175 %.

The income from Public call offices shows a declining trend. Reductions of Rs 100 crores of Rupees were observed during the last two consecutive financial years.

The income from Broadband services shows an up trend.

The profit share of Kerala Circle is 10 % as compared at the national level.

The core business in BSNL related to telecommunication engineering, definitely the Engineering personnel dominate as compared to Finance personnel. Finance managers are acting as the financial advisors of technical managers. Lack of co-ordination and ego problems have been identified between finance and engineering wings.

The public sector procedures and financial clearances make the decision making process as a cumbersome one. It is observed that BSNL has failed in many tendering process for providing ICT (Information and Communication Technology) solutions called for.

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On Discussions/ Interviews with different trade unions representatives and employees following facts are identified.

Employees are satisfied with present pay packages.

Group B, Group C, Group D employees see that their managers are Group A officers, they are still continued as Govt. Employees enjoying the facilities of BSNL and Privileges and securities of Govt. Status.

Group B, Group C, Group D employees fear that top managers are negligent in the dayto-day affairs to strategic decision making.

All employees fear about the lack of political will and level playing grounds. They fear that definitely private operators will take the advantage of situations.

Employees are anxious about the future of BSNL

At present Joint forum of Unions/Associations of BSNL unanimously has decided and announced to go on strike. It is for immediate procurement of 45.5 million GSM lines, for which tendering process has already been completed. They feared that if it is delayed or cancelled, it would mean sounding of death siren for all of them, since the capacity of GSM equipments of BSNL has fully been utilized. Now BSNL is unable to provide the services even in the face of heavy demand.

Unions observed that Issues likes transfers, Promotions new pay scales etc. will definitely become non-existent, virtually irrelevant once bankruptcy sets in.

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SWOT ANALYSIS

STRENGTH
The strength of BSNL is its huge fixed assets, Technologically competent infrastructure, well-experienced and trained workforce and a strong customer base.

WEEK
The organizational structure is seemed to be week. BSNL follows the vertical hierarchical structure with all the legacies and laziness of Govt. Sector. The Government setup hangs over is omnipresent in BSNL. The customers care mechanism is weak as compared to the standards in the industry. It is awkward to see customers are in long queues even for paying money to BSNL. The Waiting before BSNL attitude is seen from maintaining new connection waiting list to extending services to the customers.

The management is weak to coordinate different functionalities to achieving the goals. BSNL is weak in implementing innovative marketing strategies to attract maximum customers and retain existing customers. This is clearly evident from the eroding market share. The material management is not effective.

OPPORTUNITY
The Opportunity to BSNL is really high since the Indian telecom market is fantastically growing. The Indian telecom market is highly potential.

THREAT
The threat faced by BSNL is due to the heavy competition from the private telecom operators. BSNL is competent enough to progress but certain Governmental procedures drag it
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back. In order to plot a tender and obtained clearance from ministry it takes years of time. The third generation mobile telephony implementation tendering process started way back in January 2006. It is not yet been cleared even after 18 months. Private operators do not require such hectic procedures. It shows the absence of a level playing ground. For the services at rural areas the operational cost is more and return is less, being a Government organization, BSNL has to serve rural India even at loss, such a compulsion is not applicable to private operators.

SUGGESTIONS

The following suggestions were submitted for further improvement of management process in BSNL and exploring the market opportunities.

BSNL management needs more operational autonomy in the present day challenging competitive environment.

The public sector procedures and financial clearances make the decision making process as a cumbersome one. Therefore give more financial powers to the managers. The core business in BSNL is related to telecommunication engineering; naturally the Engineering personnel dominate as compared to Finance personnel. Finance managers are acting as the financial advisors of technical managers. Increase co-ordination to overcome the bottlenecks.

Utilize the existing customer base. Develop a Think customer Attitude in all the departments at all levels. Formulate customer retention strategies and make the customers

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delighted. Make the employees aware that the customer is the person who ultimately pays the salary.

Empower employees to manage change

Increase the speed absorption process of Group A Officers.

The basic phone churn rate is more and new additions are less in urban area. BSNL has to formulate effective strategies to retain the customers and generate new customers especially in urban areas.

Implement process for better coordination and effective material management and clear out the waiting list for services.

The income from Public call offices shows a declining trend. Reductions of Rs 100 crores of Rupees were observed during the last two consecutive financial years. Implement effective strategies for PCOs(Public Call Offices)

The GSM, WLL, Broadband shows clear up trend their for enhance capacity as per requirements and foresee the future requirements. It is seen that 80% of the GSM customers are belong to prepaid category. Therefore it is better to enhance/ enrich the prepaid product line.

The income from GSM mobile services increased in a very fast rate. The last two years increase is 145 %.

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 The income from WLL mobile services increased in a very fast rate. The last two years increase is 175 %.

The mobile services industry is also growing in a faster rate. In BCG (Boston Consulting Group) Matrix analysis the position of mobile services of Kerala BSNL is in STARS position. Hence more investment may be made in mobile services.

The basic telephone services are Cash Cows as per BCG Matrix analysis

Explore the opportunity of potential Indian Telecom Market.

Make suitable, effective marketing strategies to compete with private players.

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