Summer Training Report

On

“DISTRIBUTION STRATEGY OF SIM CARD”At

BHARAT SANCHAR NIGAM LIMITEDJAMSHEDPUR

Prepared ByKUMAR SAURABH

08SM005, PGPSM Batch 2008-10

Institutional Guide Organizational GuidePROF. V. T. THOMAS, MR. SHEKHAR KUMAR,

FACULTY OF IMIS,BBSR TTA, B.S.N.L, JSR

As a partial fulfillment of PGPSM programme

Declaration.

I am KUMAR SAURABH, student of Post Graduate program of service management, do here by declare that the report entitled “DISTRIBUTION STRATEGY OF SIM CARD OF BSNL” is my original effort and it has not been submitted to any organization and university other than Institute of Man-agement and Information Science (Approved by AICTE), Bhubaneswar for any purpose what so ever.

------------------------------------ KUMAR SAURABH Enrollment No: 08SM005 PGPSM, IMIS Batch- 2008-2010

Acknowledgement.

It is my proved privilege to release the feeling of my gratitude to several persons, who helped me directly to conduct this project work.

At first, I am very much grateful to my parents for their

support & inspiration on this project.

I Wish to express my heartfelt thanks to Prof. K. K.

BEURIA ,FACULTY & ADVISOR OF IMIS for their

Motivation, Inspiration & encouragement.

I am greatly indebted and remain ever oblige to the principal and faculties of Institute of management and information science for their coordination and cooperation. My special thanks go to Capt K.S.V. Subramanian (Retd) Chief Coordinator (training and placement), Instituted of Management & Information Science, Bhubaneswar, for giving me this Chance to do my Dissertation. I am also grateful to my

internal guide Prof. V. T. THOMAS who helped me

understanding the project nicely so that I could make it

successful. Also I would like to express my sincere thanks

to Prof. V. T. THOMAS for encouragement & extending his

support in completing the project training in B.S.N.L.

Then, I express my deep sense of gratitude to my external guide Mr. SHEKHAR KUMAR, TTA (Telephone Technical Assistant) at B.S.N.L. for giving me an opportunity in getting exposure of functional aspects & practical experience of an organization with guidance, vital support & cooperation. I also express profound gratitude to Mr. PANKAJ KR. SINGH at B.S.N.L for helping, guiding & also giving required information & suggestions that enrich my knowledge to take a proper decision.

Page No.- I

I am also extremely thankful to all of them, who have positively responded my questionnaire, around whom the whole project cycle revolves. KUMAR SAURABH thank you……… RALL NO. 08SM005, PGPSM, IMIS

PREFACE

As a partial fulfillment of the PGPSM course in which Eight

weeks training has been incorporated in the curriculum, during

which a study is to be done in an organization mainly to extract

the practical knowledge & skill from actual work environment.

This project provided us an opportunity to gain profound insight

into a practical applicability of management concepts and

developing better ability to analyze problems and decisions that

has contributed significantly for better use of resources available

to the management.

To understand and to apply the concepts of the curriculum, we

have undergone summer training in BHARAT SANCHAR NIGAM

LIMITED (B.S.N.L), Jamshedpur, in the title of the

project––“DISTRIBUTION STRATEGY OF SIM CARD OF

B.S.N.L”. for which a report has been prepared with

suggestions and opinion of the respective subject given by us.

In this report every possible step that had been taken in the

project are shown as a glimpse, with a hope that it will be a tool

to help the organization through the findings and opinion given

in the report.

EXECUTIVE SUMMARY

I had undergone a project in, B.S.N.L, JAMSHEDPUR, as a partial fulfillment of Post Graduate Program in Services management from the Institute of Management and Information Science. The project assigned to me is –“DISTRIBUTION STRATEGY OF SIM CARD OF B.S.N.L”.

OBJECTIVESThe major objectives of this project are:

1) Analyzing for Place decision to increase sales vol-ume.

2) Creating awareness to customers of rural area about the facilities in BSNL SIM connections.

3) Arranging Distribution of SIM card in organized way.

4) Suggesting for Retailing approach toward customer.5) Collecting the datas of different age group of cus-

tomers to know customer satisfaction.6) Suggesting to apply CRM.7) Motivating for Cross culture environment with pri-

vatization.8) Suggesting for Demand & Supply accordingly time

management.9) Motivating to maintain brand position by competing

with competitor.

1)Analyzing for Place decision to increase sales volume: Place decision is necessary at first. Because B.S.N.L is trying to cover whole area & for it 4 respective franchisees are present accordingly their area. Also many sub franchisees, more than 150 retailers & many end user level employees are present to provide the SIM card. But, actually they want coverage of whole market. But, one very important thing they are missing that they are not deciding place where selling is more or good.

2)Creating awareness to customers of rural area about the facilities in BSNL SIM connections:B.S.N.L is not providing some place for providing service for customer convenience. They are not watching that how can people of countrysides of jsr, village area attached with jsr or rural area of jsr reach the service station. How can people of rural area meet with easily their required service? So , B.S.N.L should target to rural area & focus on their demand. It will also develop their selling of SIM card.

3)Arranging Distribution of SIM card in organized way: The service providers of B.S.N.L are trying to cover whole market. That is good for distribution. But, proper co-ordination in distribution channel is lacking. Definitely, inventory system should be there for providing quick service, by which customer could not wait for any service. Special warehouse should be available in which lots of variety of SIM cards can be stored. Order processing & transportation should be also done in good manner.

4)Suggesting for Retailing approach toward customer: There should apply retailing approach means right product, right service, right time, right price, right place & right customer. In other word we can say that all things should be done in a right way. 5)Collecting the datas of different age group of customers to know customer satisfaction:If B.S.N.L want to increase their selling of SIM card. Then at first we will have to know that what is the level of customer satisfaction & for that we will have to arrange survey to know customer satisfaction. What actually customers want for satisfaction? We will see it by survey. So that I have arranged like 100 sample size like 20 students, 20 retailers, 20 housewives, 20 employees, 20

businessmen. I have also arranged a questionnaire to know customers response about satisfaction.

6)Suggesting to apply CRM: Here B.S.N.L know very well that customer is king. Whether customer is begger or rich, if customer has paying capacity then customer is king. This concept B.S.N.L follow very well. But, if B.S.N.L will consider about making relationship with customers then it will also help to increase selling of SIM card. So, that the service provide can concentrate of three types of customers like old or lost customers, new customers, current customers. They can also consider about two types of current customers like permanent customers & temporary customers. If customers are permanent then service provider should retain permanent customers. if customer are new or temporary then customers must be motivated by service provider. So, that CRM (customer relationship management) should apply.

7)Motivating for Cross culture environment with privatiza - tion:Cross culture environment must be there in BSNL. Because if different types of experienced persons, different cultured

persons, different religious persons, different background persons, different qualified persons, different employees related to two different organization, different language speakers, different post holders, different natured persons, different types of problem solver, different working persons, different types of helper or supporting persons etc. are working together in BSNL than some conflict may arise. But, if all persons will follow cross culture & work unitely then I think work will be done in easily & simple way. Also, it will be more convenient to each other. So, it will be certainly helpful to achieve target of more selling of SIM card of BSNL.

8)Suggesting for Demand & Supply accordingly time man - agement:If demand & supply will be accordingly time management then it will be also helpful to increase selling of SIM card of BSNL. Because, if customer will get quickly SIM card. Then definitely demand will be increase. But if supply will not match with demand of customers. Then customer will

be demotivated. Today at the fast running time, each & every customers want quick response. Thatswhy they find always quick service provider. Because they are very intelligent. Customers know very well that they will get same product with small period of time with quick service by quick service provider. With their busy schedule customers want always saving of time. They find also who is quick service provider. Because, they have no patience for waiting to get any product or service. So, demand & supply will be accordingly time management.

9)Motivating to maintain brand position by competing with competitor:For running of any business, there is a rule of marketing that to identify their business competitor & always compete them to get success. Also it is the best process to maintain own brand position for any organization. Thatswhy, BSNL should try to identify who are the competitors of BSNL & how can get winning & standing position in the market. Every one knows that BSNL has brand position but due to some technical problems the selling of SIM card has decreased. But, it can be increased. If BSNL will understand these things. Like as, now a days IDEA, AIRCELL, VODAFONE etc. are trying to get more & more success achieving. Also, they are getting more response from customers. According to me, they can be good competitor for BSNL. Hence, BSNL must definitely try to compete with them & as well as maintain their Brand Position. It will surely & certainly help to increase more & more selling of SIM card & BSNL will be also successful to achieve more & more customer response.

SCOPE

People differ from each other not only due to the biological characteristics but also due to financial position such as income, expenditure, saving they have. According to these their needs varied from each other. Due to this the financial requirement and ability to get the requirement differ from person to person so the financial strategies/ market especially these services providers caters to a vast area from each of these aspects stated above.

The title of my project is“DISTRIBUTION STRATEGY OF SIM CARD OF B.S.N.L”.

LIMITATIONS:

Time constant: Due to lack ness of time I was unable to cover all the area .As telecom is very vast area so it need long time to cover all the area.

Language: I have also faced lot of language problem, as I am not localizing so I don’t know local language so it create problem in communicating with people.

Unawareness: Some persons are not aware about terms or different service

So it creates problem in getting information or doing survey.

RESEARCH DESIGN

In the initial phase of the study, Exploratory research was used in the form of personal interview to develop an understanding of the problem. The research was mainly used to understand the values, emotional drives and motivations residing at the subconscious level which are disguised from the real world.

In the later part of the study, Descriptive research was used in the form of survey through questionnaire method, this was done to quantify the data and generalize the results from the sample to the population of interest.

Data Collection Strategy

The secondary data would be gathered through journals, books and through internet. In Primary data collection, the exploratory research would be undertaken through personal interview so as to gather data to prepare the questionnaire for the descriptive research. Personal interviews and a written questionnaire were used in the collection of data for this study. The interview was based on the questionnaire. The interview was mainly done to understand the knowledge of

the CRM and the satisfaction level of the customer. This data was used later to frame the questionnaire.

RESEARCH METHODOLOGY

A. Sample and sample size

Sample size of people survey - 100

B. Customer survey

The sampling adopted for people survey is convenient sampling. The people are surveyed on a convenient basis from Middle-class people to high-class people at Jamshedpur, to know their and satisfaction level. The study is conducted based on Questionnaire/ telephonic interaction with the customer on their satisfaction level.

C. Research Design

According to their objective, type of research adopted is based on the, non–probability sampling method through Questionnaire/ Telephonic interaction based study on B.S.N.L customer.

D. Data collection method

Primary data –Questionnaire/Telephonic interaction based data collection from B.S.N.L customer database.

Secondary data – Industry profile and company details are collected from journals. Websites, books and magazines.

CHAPTER – I

INTRODUCTION

The telecom industry is one of the fastest growing

industries in India. India has nearly 200 million telephone

lines making it the third largest network in the world after

China and USA. With a growth rate of 45%, Indian telecom

industry has the highest growth rate in the world.

History of Indian Telecommunications started in 1851

when the first operational land lines were laid by the

government near Calcutta (seat of British power).

Telephone services were introduced in India in 1881. In

1883 telephone services were merged with the postal

system. Indian Radio Telegraph Company (IRT) was

formed in 1923. After independence in 1947, all the

foreign telecommunication companies were nationalized to

form the Posts, Telephone and Telegraph (PTT), a

monopoly run by the government's Ministry of

Communications. Telecom sector was considered as a

strategic service and the government considered it best to

bring under state's control.

The first wind of reforms in telecommunications sector

began to flow in 1980s when the private sector was allowed

in telecommunications equipment manufacturing. In 1985,

Department of Telecommunications (DOT) was

established. It was an exclusive provider of domestic and

long-distance service that would be its own regulator

(separate from the postal system). In 1986, two wholly

government-owned companies were created: the Videsh

Sanchar Nigam Limited (VSNL) for international

telecommunications and Mahanagar Telephone Nigam

Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from

the general opening up of the economy. Also, examples of

telecom revolution in many other countries, which resulted

in better quality of service and lower tariffs, led Indian

policy makers to initiate a change process finally resulting

in opening up of telecom services sector for the private

sector. National Telecom Policy (NTP) 1994 was the first

attempt to give a comprehensive roadmap for the Indian

telecommunications sector. In 1997, Telecom Regulatory

Authority of India (TRAI) was created. TRAI was formed to

act as a regulator to facilitate the growth of the telecom

sector. New National Telecom Policy was adopted in 1999

and cellular services were also launched in the same year.

Telecommunication sector in India can be divided into two

segments: Fixed Service Provider (FSPs), and Cellular

Services. Fixed line services consist of basic services,

national or domestic long distance and international long

distance services. The state operators (BSNL and MTNL),

account for almost 90 per cent of revenues from basic

services. Private sector services are presently available in

selective urban areas, and collectively account for less

than 5 per cent of subscriptions. However, private services

focus on the business/corporate sector, and offer reliable,

high- end services, such as leased lines, ISDN, closed user

group and videoconferencing.

Cellular services can be further divided into two

categories: Global System for Mobile Communications

(GSM) and Code Division Multiple Access (CDMA). The

GSM sector is dominated by B.S.N.L , Airtel ,

Vodafone-Hutch , and Idea Cellular,

while the CDMA sector is dominated by the Reliance

and Tata Indicom. Opening up of international and

domestic very long distance telephony services are the

major growth drivers for cellular industry. Cellular

operators get substantial revenue from these services, and

compensate them for reduction in tariffs on airtime, which

along with rental was the main source of revenue. The

reduction in tariffs for airtime, national long distance,

international long distance, and handset prices has driven

demand.

An Overview of Telecom Industry

Telecom in the real sense means transfer of information between two distant points in space. Telecom is a huge and varied fastness of technologies, companies, services and politics that is truly global in nature.

Telecom stands as one of the most essential elements of the business world in terms of “Connecting the World”

The Indian telecommunications industry is one of the fastest growing in the world and India is projected to be-come the second largest telecom market globally by 2010. Presently, the Indian telecom industry is currently slated to anestimated contribution of nearly 1% to India’s GDP.

Evolution of the industry-Important MilestonesHistory of Indian TelecommunicationsYear1851 First operational land lines were laid by the government near Calcutta (seat Of British power)1881 Telephone service introduced in India.1883 Merger with the postal system.1923 Formation of Indian Radio Telegraph Company (IRT)1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC).

1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications.

1985 Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from of the postal system).1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications And Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National Telecom Policy is adopted.2000 DoT becomes a corporation, BSNL.

COMPANY PROFILE

BSNL company Profile

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company provid-ing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Ser-vices etc. Within a span of five years it has become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the coun-try and now focusing on improving it, expanding the net-work, introducing new telecom services with ICT applica-tions in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Sta-tions, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in

the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is inacces-sible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bou-quet of telecom services.

BSNL is numero Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every cus-tomer.

BSNL cellular service, Cell One, has more than 17.8 mil-lion cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million of Internet Customers who access Internet through various modes viz. Dial-up , Leased Line , DIAS , Ac-count

Less Internet (CLI). BSNL has been adjudged as the NUM-BER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-proto-col convergent IP infrastructure that provides convergent services like voice, data and video through the same Back-bone and Broadband Access Network. At present there are 0.6 million Data One broadband customers.The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 bil-lion) for last financial year. The infrastructure asset on

telephone alone is worth about Rs.630,000 million (US $ 14.37billion).

BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years.

Bharat Sanchar Nigam Ltd. [BSNL] will recruit about 300 [subject to variation depending on the availability of va-cancies] Management Trainees (External) through com-petitive examinations to be held on All India basis, on dif-ferent dates to fill up position of Deputy Manager in Tele-com. Operations, Marketing, Finance, HRM & IT.

The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

VISIONTo become the largest telecom Service Provider in  Asia

MISSION*To provide world class State-of-art technology telecom services to its customers on demand at competitive prices.

*To Provide world class telecom infrastructure in its area of operation and to contribute to the growth of  the country's

Economy Financial PositionBharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is certainly on a financial ground that's sound. 

The Company has a net worth of Rs. 88,128 crores (US$ 22.02 billion), authorised equity capital of Rs. 10,000 crores (US $ 2.50 billion), Paid up Equity Share Capital of Rs. 5,000 crores (US $ 1.25 billion) and Revenues is Rs. 38053 crores (US $ 9.51 billion) in 2007-08.

Headquarters

Delhi Area, India

Industry TelecommunicationsType Public CompanyStatus Operating

Company Size

10,001 or more employees

Founded 200

Top Locations Chandīgarh Area, India (35) Delhi Area, India (75) Bangalore Area, India (34)

ContactBSNL Corporate OfficeBharat Sanchar BhavanHarish Chandra Mathur LaneJanpath,  New Delhi-110 001

For careers in B.S.N.L please visit:  www.bsnl.co.in/company/job.htm For more details please visit www.bsnl.co.in

PRODUCT PROFILE

 

SIM - Subscriber Information Module

Meaning of SIM – “Subscriber Information Module”, is a programmable card that stores all of a cell phone sub-scriber's personal information and phone settings. It is oth-erwise known as a "smart card". The SIM card is used by the subscriber as an authorization to use the network. The card stores the phone number, personal security key and other data necessary for a phone's functionality. A sub-scriber can switch the card from phone to phone which makes the new phone receive all calls to the subscriber's phone number.

A SIM card is one type of a security device that is used on GSM networks. It makes stealing numbers or making fraud-

ulent calls difficult. The card also makes it possible to roam within other GSM operators around the world when the SIM card is transferred to a phone that uses the correct fre-quency band for the countries being traveled to.

Other Related Definitions:

“…GSM phones have SIM (Subscriber Information Module) cards inside. Without a SIM card, a GSM phone is just a pa-perweight. It has no information about the carrier, your plan, or any of the other things it needs to join the network. The nice thing is, if you can get your phone unlocked, you can go to many other countries (except Japan, where GSM isn't used), buy prepaid SIM cards from local carriers and make relatively cheap local calls instead of running up huge bills roaming on your own carrier.” [Claire Pieterek - Com-puting Unplugged] 

“…Today, cell phone customers worldwide are accustomed to using phones that are exclusively locked to particular service providers, so the concept sounds like nothing new on the surface. The technology to which the name refers, Subscriber Information Module (SIM), is a small card which, naturally, became popular first in Europe, before moving to Asia and then, finally, North America. It enables a user to store personal information, including her address book but also her service provider information, on a small card that slips into a supporting cell phone, generally be-neath the battery case. The purpose of this technology was originally to encode the cell phone user's service data on a portable card that can be transferred between phones. ”

[Scott M. Fulton III - Tom's Hardware Guide] 

“…As users of GSM phones know, their instruments include a removable circuit called a SIM (subscriber information module) card.Ê The SIM card carries account information, such as a phone number, billing authorization data from a carrier and personal information like the owner's phone book.Ê Any SIM card (or at least one of the current 3.3 volt types) can work in any GSM phone, as long as the phone has not been programmed by a carrier to accept only its own SIMs.”

[Tech-News.com] 

“…The SIM is inside each handset and functions as its digi-tal brain. The authentication and encryption capabilities of the SIM prevent your phone from being stolen and your calls from being eavesdropped on. The SIM's digital mem-ory, which stores information like your rate plan, phone number and service features, also allows you to easily per-sonalize your service and contains user ID and billing infor-mation that can be switched between different phones. So, with your SIM card installed, you can make or receive calls personally even when you're using a borrowed phone. Up-grading your phone is as simple as slipping your SIM card into your new phone.” [USTronics] 

DATA ANALYSIS&

INTERPRETATION

In my study I found that most of the customers (50%) having

Supersaver – 399 plan. My plan 299 - (20%), 249 delight- (20%)

& others (10%) It is shown in the above bar diagram.

In my survey I found that most of the customers have taken STD pack

(65%). It is shown in the above pie diagram.

In my survey, I found that most of the customers (70%) have faced Network Problems, customers(9%) have faced Call Rate problems, customers(10%) have faced Recharge Outlets problems, customers(10%) have faced Value Added Services problems,

The interesting observation of this survey is the sales of the SIM were

increasing regularly. It reveals that popularity of SIM were increasing

through sales. These are the data of only one B.S.N.L MARKETING

OFFICE.

In my survey I found that most of the customer’s view towards B.S.N.L SIM

CARD connection is Good (50%), Excellent (25%), Average (20%).

But B.S.N.L must take care towards Unsatisfied customers (5%), if they

want to get different things.

In my survey I observed that (50%) of the customers are constantly buying

SIM connections of B.S.N.L from the past two years, 35% between 1to2

years, 10% between 6months to 1 year and 5% less than 6 months. The survey Indicates good consistency level & commitment of the customers.

CHAPTER-V

FINDINGS

FINDINGS

1. Customers are satisfied with various plans.

2. It was observed that most of the customers expressed their unhappiness

over network connectivity.

3. Through my survey, I came to know that most of the customers are

satisfied with plans & services.

4. Through my survey I observed that most of the customers are using STD

pack.

5. I got that most of the customers are also satisfied with Call Rates,

Recharge Outlets & Value Added Services.

6. I observed that most of the customers are using superanant-59 Plan.

7. I observed that most of the customers like B.S.N.L Advertisement and

Punch-line.

SUGGETIONS

SUGGESTIONS

1. To ensure better customer satisfaction & maintain higher level of Customer relationship management, the distribution system has to be more effective & effi-cient.

2. To retain existing customers means offering the best scheme. This would automatically attract new customers. B.S.N.L need not spend on advertisement to attract new customers.

3. B.S.N.L should continue to offer the best facility with SIM connection.

4. There should be no compromise in quality and the net-work facility.

ANNEXURES

QUESTIONNAIRE

CUSTOMER SATISFACTION AT B.S.N.L

1) DO YOU HAVE A MOBILE PHONE? YES NO

2) ARE YOU AWARE ABOUT TELECOMMUNICATIONS SERVICES?

YES NO

IF YES, THEN WHICH OPERATORS SERVICE DO YOU USE?

VODAFONE (MULTI-CHOICE) AIRTEL IDEA RELIANCE B.S.N.L TATA INDICOM

(IF NOT B.S.N.L THEN GO TO Q-12) 3) ARE YOU AWARE ABOUT B.S.N.L?

YES NO

4)FROM WHICH SOURCE YOU CAME TO KNOW ABOUT B.S.N.L?

ADVERTISEMENT HOARDINGS

NEWSPAPERS MOUTH PUBLICITY (MULTI-CHOICE)

5) SINCE HOW LONG YOU ARE USING B.S.N.L SERVICES?

LESS THAN 1 MONTH 2-6 MONTHS 6-12 MONTHS MORE THAN 1 YEAR

6) WHICH OF THE FOLLOWING SERVICES DO YOU USE OF B.S.N.L?

PRE-PAID POST-PAID

7) WHICH SERVICES ARE MORE HELPFUL TO YOU WHILE USING B.S.N.L SERVICES?

CALL RATES SMS SERVICE NETWORK VALUE ADDED SERVICES

8) DO YOU CALL AT CUSTOMER CARE? YES NO

IF YES, HOW OFTEN YOU CALL AT CUSTOMER CARE? DAILY ONCE A WEEK ONCE A MONTH OCCASIONALLY

9) FOR WHAT REASON YOU CALL AT CUSTOMER CARE?

VALUE ADDED SERVICES INFORMATION REGARDING NEW SCHEMES OTHER QUERIES COMPLAINING

10) RATE THE FOLLOWING SERVICES ON THE BASIS OF YOUR SATISFACTION.

SERVICES EXCELLENTVERY FAIRLY AVERAGE POOR

GOOD GOODNETWORK

CALL RATE

NEW SCHEMES& OFFERSCUSTOMER CARERECHARGE OUTLETSVALUE ADDED SERVICES

11) WHAT MAKES YOU UNAWARE ABOUT B.S.N.L SERVICES?

LESS ADVERTISEMENTS LESS PUBLICITY OTHERS

(IF OTHERS THEN MENTION----------------------)

12) WHY YOU ARE NOT USING BSNL SERVICES? LACK OF AWARENESS CALL RATES POOR SERVICES POOR NETWORK

13) WOULD YOU LIKE TO RECOMMEND BSNL TO OTHERS?

YES NO

14) GIVE YOUR SUGGESTIONS TO HELP IN SERVE YOU BETTER.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- .

NAME-----------------------------------------------------AGE----------------------------------------------YEARS

SEX (MALE/FEMALE)

CONTACT NO.------------------------------------------

ADDRESS-------------------------------------------------

SIGNATURE---------------------------------------------

CONCLUSION

CONCLUSION

The growth of any Telecom service provider depend on Network connectivity value added services of SIM, they are providing. Now the customers not only want a crystal clear voice quality rather the need something extra with good connection, so the telecom service providers are now more emphasing on VAS & their net-work facility. In the cut-throat competition these service provider can attract their customer through providing innovative and value added services with SIM card by well distribution system. New players are emerging with 3G and WiMax services. Till now B.S.N.L is market leader in terms of providing better VAS and the customers are more fascinated to avail these services. In future, the Value Added services market is expected to grow about US $450 million by 2012.

BIBLIOGRAPHY

TEXT BOOKS

Principles of Marketing – Philip Kotler

Websites:

WWW.BSNL.CO.INWWW. GOOGLE.COM