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A

RESEARCH REPORT
ON
CUSTOMER BEHAVIOR FOR PREPAID & POSTPAID
CONNECTION OF
B.S.N.L. (BHARAT SANCHAR NIGAM LIMITED)"
Projected By :- Ku. Pooja Sardarsingh Thaur
UNDER THE GUIDENCE UNDER THE GUIDENCE
S!B"#TTE$ TO S!B"#TTE$ B%
R. A. Co&&ege 'ashi(

1
$EC)ARAT#ON
This is declare that I am student of Post Graduate Diploma In Management in Santa Gadge
Baba Amravati Universit Amravati have given original data information to best of m
!no"ledge in the pro#ect report entitled CUSTOMER BEHAVIOR FOR
PREPAID & POSTPAID CONNECTION OF B.S.N.L.(BHARAT
SANCHAR NIGAM LIMITED)"
At BS$% Pratapgarh & that no part of this information has been used for an assignment
but for partial fulfillment of the re'uirements to"ards the completion of the said course(
)

E*EC!T#+E S!""AR%
Spending a period of three "ee!s "ith the pro#ect *+UST,M-. B-/A0I,. 1,.
P.-PAID & P,STPAID +,$$-+TI,$ BS$% under 2222222222( sub3
division4 "as reall a ver interesting time for me ( The "a I received the vie"s of the
people in different areas of 22222222222222( division made me to reali5e
that practical e6perience is much different from theoretical !no"ledge(
I "as in direct selling and7 I reali5ed that it is ver difficult to understand the behavior of
customers( I am saing this because even though I "as associated "ith a brand7 sometimes
it "as difficult to convince the custom BS$% has a 8ualit management sstem "hich is
demonstrated through its abilit to consistentl provide product and services that meets
customer and applicable regulator re'uirements( It aims to enhance customer satisfaction
through its effective services
B(S($(% "as born free7 a force unleashed into the mar!et "ith a relentless and un"avering
determination to succeed( A spirit charged "ith energ and creativit and a team driven *to
sei5e the da4 "ith an ambition to become the most globall admired telecom service(
B(S$% after #ust fe" ears7 has risen to the pinnacle of achievement(
As India9s leading telecommunications compan serving over :: million customers the
brand has plaed the role as a ma#or catalst in India9s reforms7 contributing to its economic
resurgence(
:
Toda it touch peoples lives "ith its Mobile services to connect India9s leading 1;;;<
corporate 7 empo"er them through Broadband services and connect Indians living in USA
"ith the call home service(
The strong product line from BS$% in +orporate +onnections7 customer friendl service
and national distribution strength( /ave helped in ma!ing BS$% the most preferred brand
of mobile service provider in corporate "orld(
The telecom sector is "itnessing a tough competition7 "ith ever ma#or plaers =.eliance7
/utch in corporate> having a range of products7 "ith the entr of 0odafone7 it "ill become
more tough(
Despite of various difficulties and limitations faced during m research report pro#ect I
tried mself to gain as much e6perience of mar!eting because Mar!eting is a ver crucial
activit in ever business organi5ation( -ver product produced "ithin an industr has to
be mar!eted other "ise it "ill remain as unsold stoc!7 "hich "ill be of no value(

?
ACKNO')E$,E"ENT
This pro#ect has not been prepared b me e6clusivel but7 several personalities have
contributed to"ard this( To all those ideas have been helpful in preparing this pro#ect
report( I e6press m sincere gratitude( I am deepl indebted to
--------------"ho acted as a mentor and remains the constant
source of inspiration and motivation in completing this pro#ect( I "ould also li!e to than!
m director sir --------------... "hose revie"s and comments
have helped us to improve this pro#ect(
I also than!s to ----------------.. for his
valuable information & supports (I admit m special than!s for his help in completing this
pro#ect(
%east but not the last7 I admit than!s to some of m friends7 "ho has been a
great source of guidance and encouragement( I am indebted to them for their painsta!ing
efforts in helping us "hile preparing this pro#ect report(
@
PRE/ACE
Practical !no"ledge is an important suffi6 to theoretical !no"ledge( ,ne cannot merel
depend upon the theoretical !no"ledge( +lassroom lectures ma!e the fundamental concept
of Management clear( The also facilitate the learning of practical things( /o"ever7
classroom lectures must be correlated "ith the practical training situations( It is in the sense
that practical training in a compan has a significant role to pla in the sub#ect of business
management( Mar!et .esearch is indeed an ancient artA it has been practiced in one form of
the other since the da of Adam and -ve( Its emergence is of relativel recent origin for
success of an business and "ith in this relativel short period7 it has #oined a carr great
deal of importance(
Management in India is heading to"ards a better profession as compared to other
professions( The demand for professional managers is increasing da b da( To achieve
profession competence7 manager ought to be full occupied "ith theor and practical
e6posure of management( A comprehensive understanding of the principle "ill increases
their decision ma!ing abilit and sharpens their tools for this purpose(
Mar!eting management is a po"erful tool for achieving organi5ational goals and gaining
competitive advantage( .esearch report pro#ect goal is to help students become effective
managers in todaBs competitive7 global environment( -mphasis is given on discovering
the challenge of both managing and understanding the mar!et and ho" the mar!eting
strateg fits in the organi5ation *Mar!eting management is creating revolution in mar!eting
of products and services b the organi5ation throughout the "orld(
C
#NTRO$!CT#ON
I7 .A0I S/UD%A feel honored that I have completed m .esearch report Pro#ect( M
pro#ect title in research report "as *+UST,M-. B-/A0I,. 1,. P.-PAID &
P,STPAID +,$$-+TI,$ ,1 B(S($(%(4
It "as challenging for me because this "as #ust first ever e6perience of me of "or!ing in a
compan( So7 at the initial period I "as a little bit tensed( It is a great thing for me that I
have completed the pro#ect successfull( In this regard I "ent to maintaining one name
"ithout "hose help m pro#ect "ould be incomplete tas!( -------------.
m guide during m pro#ect time and "ho helped me a lot during the preparation of m
pro#ect
In accomplishing the goals of an organi5ation the manager is not "or!ing alone( /e is
"or!ing as a member of a team7 the other member of his team being his staff( As manager
of this team he is responsible for his efficienc and effectiveness( Such management of
staff invo!es creating condition and motivation for staff to "or! effectivel(
This pro#ect focuses on customerBs motivation and the measurement for performance
output( To comprehend their themes it is necessar to stud the underline behavioral
concepts as "ell as the phsical processes and method used in motivating and appraising
customers(
E
TAB)E O/ CONTENTS
S.No CONTENTS Page No.
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PROJECT OBJECTIVES
The research report is an opportunit to all of the students to get the feel of the corporate
"orld and to !no" the practical approaches of the organi5ation in solving the business
problems( The main ob#ective of the pro#ect is 0C!STO"ER BEHA+#OR /OR
PREPA#$ 1 POSTPA#$ CONNECT#ONS O/ B.S.N.) !N$ER
---------------------- 'ASH#"2((
Mar!eting in rural area is a sub#ect7 "hich is largel discussed( Kith some e6ceptions7
mobile phones are generall used b urban population( The mar!eting of phones in rural
area is a matter of interest for the researcher7 in the field of mar!eting of modern instrument
of communication( In the present stud7 an attempt "ill be made to stud the ground for
mar!eting the mobile phones in the bloc!((
In order to stud it more sstematicall7 the present stud depends upon the follo"ing
ob#ectives(
=1> To stud the economic position of different sections of people in the area
=)> To find out the sections "hich generall use the mobile phonesL
G
=:> To stud the present capacit of B(S($(%( and other companies to provide the people
operational facilit of mobile phones
=?> To find out the ne" customers7 "here the mobile phones can be populari5ed
=@> To find out the popular measures "hich can be adopted for the purpose
=C> To suggest the "as b "hich the mar!eting of mobile phones can be increased

RESEARCH "ETHO$O)O,%
.esearch methodolog is a sstematic "a7 "hich consists of series of action or steps
necessar to effectivel carr out research and the desired se'uencing of these steps( The
mar!eting research is a process of involves a number of interrelated activities "hich
overlap and do rigidl follo" a particular se'uence( It consists of the follo"ing steps(
1( 1ormulating the ob#ectives of the stud
)( Designing the methods of data collection
:( Selecting sample plan
?( +ollecting the data
@( Processing and anal5ing the data
C( .eporting the findings
RESEARECH $ES#,N: - -6plorator Design
SA"P)#N, !N#T:- A sampling frame"or! i(e( developed for the target
population that "ill be sampled i(e( "ho is to be surveed M
1;
+ustomer
SA"P)E S#3E: - 456
+ustomer 3
$ATA ANA)%S#S 1 #TERPRETAT#ON
7ues. - $o you 8osses any "o9i&e 8hone:
Yes
No
#TERPRETAT#ON:-
11
@?N SAHS H-S
?CN SAHS $,
7ues. ; 'hich o8erator ser<ice do you ha<e:
B.S.N.L.
AIRTEL
RELIANCE
OTHERS
#TERPRETAT#ON:-
:GN B(S($(%(
1)
:1N AI.T-%
))N .-%IA$+-
IN ,T/-.S
7ues. - Are you satis=ied >ith your ser<ice:
Yes
No
Can't Say
1:
#TERPRETAT#ON:-
CCN H-S
)CN $,
IN +A$BT SAH
7ues. ; Ho> you ca(e to no> a9out your ser<ices:
TV
RADIO
NEWSPAPER
FRIENDS
OTHERS
#TERPRETAT#ON:-
1?
):N T0
::N .ADI,
1?N $-KSPAP-.S
1GN 1.I-$DS
11N ,T/-.S
7ues. - Are you using 8re8aid or 8ost8aid connection:
PREPAID
POSTPAID
1@
#TERPRETAT#ON:-
E:N P.-PAID
)EN P,STPAID
7ues.;'hich (ode o= recharge you >i&& 8re=er:
1C
EASY RECHARGE
RECHARGE CARD
#TERPRETAT#ON:-
CIN -ASH .-+/A.G-
))N .-+/A.G- +A.D
7ues. - $o you thin that 8ri<ate co. can o==er you 9etter ser<ices as
co(8ared to BSN):
1E
Yes
No
#TERPRETAT#ON:-
?IN SAHS H-S
@)N SAHS $,
7ues. - Are you a>are a9out the di==erent sche(e 8ro<ided 9y your
o8erator:
1I
YES
No
#TERPRETAT#ON:-
E:N SAHS H-S
)EN SAHS $,
CO"PAN% PRO/#)E
1G
Tpe +ommunication Service Provider
Availabilit +ountr"ide e6cept Delhi & Mumbai
,"ner The Government of India
De people .ita Goal =+1,>A Duldeep Goal =+-,>
1ounded 1Gth centur7 incorporated );;;
Kebsite """(bsnl(in
);

B,A.D ,1 DI.-+T,.S
+orporate structure of BS$% Board consists of +MD & 1ive full time Directors /uman
.esource Development =/.D>7 Planning & $e" Services7 ,perations7 1inance and
+ommercial & Mar!eting7 "ho manages the entire gamut of BS$% operations( There are
five other Directors in the full Board of BS$%
C"$- "r. Ku&dee8 ,oya&
Shri Duldeep Goal has #oined as Director =Plg( &$S> on BS$%
Board on 1st Ma7 );;E( /e is an -ngineering graduate from IIT .oor!ee( /e #oined the
Indian Telecommunication Service in 1GE)( /e is having vast e6perience in telecom field
and had "or!ed in all disciplines such as planning7 installation7 operation and maintenance
of "ire line and "ireless services7 data services7 computeri5ation of various activities in the
telecom net"or! and provision of value added services(
/e has served in various parts of the India vi5( Gu#arat7 Madha Pradesh7 Delhi and
Mumbai etc( /e "as also deputed to foreign pro#ect at Hemen through Telecommunication
+onsultants India %td( In his previous assignment as +hief General Manager7
Maharashtra7 from ,ctober7 );;@ to April7 );;E7 he "as overall in charge for monitoring of
operations7 planning and e6pansion of telecom net"or! of the largest circle of BS$% and
contributed to rapid gro"th of telecom net"or! in Maharashtra and Goa states during this
)1
period(
Prior to that7 he "as "or!ing as -6ecutive Director7 MT$%7 Mumbai from December7
);;? to ,ctober7 );;@( /e "as responsible for rapid gro"th of GSM $et"or! of MT$%
Mumbai more than doubling the connections during this short period7 ta!ing mar!et share
of MT$% Mumbai from I(G:N in December7 );;? to 1@(@N in ,ctober7 );;@7 in #ust 1;
months against stiff competition(( Broadband service "as also started in Fanuar7 );;@7
building up a customer base of ?;7;;; b ,ctober7 );;@ in #ust G months(
/e has delivered a number of tal!s on various topics relating to Telecom for GSM
Association7 Institute of -ngineers7 Institute of -lectrical and Telecommunications
-ngineers7 +II7 DD and AI.( /e published man articles in 9Telecommunications9 Fournal
on topics vi5( 9Telecommunication Industr at a glance97 9Universal access 3An international
perspective9 and 9Trade in Telecommunications9( /e "as also a Member of $ational
Kor!ing Group of ITU3T Stud Group ) on operational aspect of service provision7
net"or!s and performance of telecom net"or!s and participated in meeting of ITU3T Stud
Group ) at Geneva( /e "as also a member of Telecommunication +ommittee of Indian
Merchants +hambers7 Mumbai(
In his present assignment7 Shri Goal "ould be responsible for ensuring planning and
e6ecution of strateg for e6pansion of BS$% net"or! to achieve the targets set b the
Government for );1;(
))
$irector ?O8erations@- Shri A.R.,u8ta
Shri F(.( Gupta is an -lectrical -ngineer7 graduated from Pun#ab
-ngineering +ollege7 +handigarh in 1GE1 securing first ran! in the Pun#ab
Universit( /e #oined the Indian Telecom Service of the D,T through a
countr "ide competitive e6amination in December 1GE)( During the last more than ::
ears7 he held various important & responsible positions in the D,T( /e has "or!ed for
installationOcommissioning of Telecom Transmission Pro#ects7 Planning7 $et"or!
,perations and Maintenance7 /uman .esource Development7 .egulator Affairs7 and
%icensing and Standardi5ation( Before #oining the BS$% Board7 as Senior D( Director
General7 he "as heading the Telecom -ngineering +enter of D,T7 "hich is a reputed
institution that "or!s on Telecom Standardi5ation7 -ngineering7 and evaluation of Telecom
Pro#ects7 Services and $et"or!s(
Shri F(.( Gupta has #oined the BS$% Board as Director =,perations> on ;)3113
);;@( /is main thrust is on improving the Sstems and Methods so as to achieve ,ptimal
Performance of BS$%9s e6tensive countr3"ide =e6cept Delhi and Mumbai Metros>
Infrastructure and $et"or!( /e is also responsible for short3term and long3term business
interests of the +ompan7 particularlA +ustomer Satisfaction b "a of ensuring timel7
):
satisfactor and 'ualit services7 coordination "ith field units7 successful implementation
of $e" Technologies and Services through proper monitoring7 and providing "orld class
integrated Telecom Services in the highl competitive environment(
$irector ?/inance@- Shri S.$.SaBena
Shri S(D(Sa6ena has ta!en over as Director =1inance> in BS$% on
;:(;?();;)( Shri Sa6ena holds an e6cellent academic record( /e is M(Sc( =Phsics> and
MBA =1inancial Management>( Kinner of man a"ards and medals7 he "as a"arded
+hancellor9s Gold Medal for being the most outstanding student in the Agra Universit in
the ear 1GCE( Prior to #oining the Government of India through the IAS7 etc( e6amination
of 1GE) he "as a lecturer in Phsics at the Universit of .a#asthan at Faipur and taught for
si6 ears( During this period he "as associated "ith various organi5ations including Tata
Institute of 1undamental .esearch =TI1.> and Atomic -nerg( Among the notable
assignments of Shri S(D( Sa6ena7 special mention can be made of +3D,T "here he "as
involved in setting up of +3D,T "ith Shri Sam Pitroda and Padmshri G(B( Meemamsi( /e
"as also Director =1> in the -31; B Pro#ect for induction of -lectronic S"itching Sstem in
Indian Telecom $et"or!(
/e "as I1A of Mahanagar Telephone $igam %td( for E ears and "as activel
involved in the GD. Issue7 rated as one of the best GD.s brought out b an Indian
+orporate including private companies( /e "as a member of .a!esh Mohan Infrastructure
)?
+ommittee "hich made significant recommendations for the gro"th and development of
Indian infrastructure sector( Shri Sa6ena has been an acting Member of the Stud Group
III under the aegis of International Telecommunication Union( /e "as the +hairman of the
Special .apporteur Group of Stud Group III for telecommunication statistics "hich made
significant contributions for the presentation of telecom statistics on a Global scale
$irector ?P&anning 1 Ne> Ser<ices@- "r. A.K. Sinha
Mr(A(D(Sinha #oined the Indian Telecommunication Service of Govt of
India in the ear 1GCG( /e is B(Sc =-ngineering> from MIT Mu5affarpur( Prior to #oining
Indian Telecom Service he "or!ed as a %ecturer at Bihar +ollege of -ngineering7 Patna(
Mr((Sinha has "ide e6perience in installation and commissioning of various s"itching
sstems in the net"or! of +alcutta Telephones and Delhi Telephones( Khile "or!ing as
Divisional -ngineer =Installation>7 he "as instrumental in commissioning first +3?;; tpe
Fapanese Telephone -6change in the net"or! of +alcutta Telephones and thereafter in
MT$%7 Delhi Telephones( Mr( Goal has got installed +3?;; and man Analogue as "ell
as Digital Telephone -6changes(
Mr(Sinha has "or!ed as General Manager =Dev> in MT$% +orporate ,ffice as "ell as
MT$% Delhi Telephones( /e has ta!en e6tensive training both "ithin the countr and
abroad in various Telecom S"itching Sstems and man other important fields of
Telecommunications( /e has also "or!ed for three ears on deputation to the Telecom
)@
Department of Government of $igeria as Principal -ngineer Training( Mr( Goal has
"or!ed as +hief General Manager of Andaman and $icobar Island Telecom +ircle and
Fhar!hand Telecom +ircle( Mr( Sinha #oined as +MD BS$% on 1C(;G();;?( Prior to
#oining as +MD7 he "as "or!ing as Sr( DDG =S"itching> in BS$% +orporate ,ffice
$irector?Co((ercia& 1 "areting@- +acant
Presentl7 Shri F(.( Gupta7 Director =,perations> BS$% is loo!ing after the charge of
Director =+ommercial & Mar!eting>
$irector ?HR$@ - Shri Niranjan Singh.
Shri $iran#an Singh #oined the Indian Telecommunication Service of
Government of India in the ear 1GE1( /e is B(Sc( =-lectrical
-ngineering> from Aligarh Muslim Universit "ith speciali5ation in communications( Prior
to #oining Department of Telecommunications7 he "or!ed "ith U(P( State -lectricit Board
for t"o ears( Khile serving7 he did MBA degree in 1inancial Management(
During more than :@ ears of service in Department of Telecommunications and
Mahanagar Telephone $igam %imited in various capacities7 he ac'uired "ide e6perience
for operations7 maintenance and development of net"or!7 personnel7 financial7 commercial
and mar!eting7 pro#ect implementation7 regulator affairs7 signing and implementation of
)C
various agreements "ith other parties( /e "as activel involved in legal affairs of MT$%
in various fields7 public relations and coordination "ith other utilit agencies(
Shri Singh "as deputed to Dingdom of Saudi Arabia as Senior -ngineer3cum38ualit
Surveor for Telecom ,perations and maintenance pro#ects of -astern Province and also as
Pro#ect Director of Saudi Telecom e6ternal plant e6pansion turn!e pro#ect in the capital
cit of .iadh during 1GI@3G;( Shri Singh has visited countries li!e USA7 UD7 German7
S"eden7 Bahrain7 Singapore7 Malasia and /ong Dong to get e6posure of management of
telecom sstems at international level(
Before #oining as Director =/.D>7 Mr( Singh held the charge of +hief General Manager
=South> and Principal +hief General Manager =,perations> in MT$%7 Delhi(
Shri Singh #oined as Director =/.D> on 1st Ma );;@( /e is responsible for formulating
and implementing policies pertaining to -stablishment7 personnel7 industrial relations7
training7 restructuring and other /. related affairs(
)E
OR,AN#3AT#ONA) CHART O/ BSNL
)I
H#STOR% O/ THE CO"PAN%
Bharat Sanchar $igam %imited =!no"n as BS$%> is a public sector communications
compan in India( Its head'uarters are at Statesman /ouse7 Bara!hamba .oad7 $e" Delhi(
It has a status of Mini .atna 3 a status assigned to reputed Public Sector companies in
India(
BS$% is India9s oldest and largest +ommunication Service Provider =+SP>( +urrentl
BS$% has a customer base of C?(I million =Basic & Mobile telephon>( It has footprints
throughout India e6cept for the metropolitan cities of Mumbai and $e" Delhi "hich are
managed b MT$%( As on March :17 );;E BS$% commanded a customer base of ::(E
million Kire line7 :(C million +DMA3K%% and )E(@ million GSM Mobile subscribers(
BS$%9s earnings for the 1inancial Hear ending March :17 );;I stood at I$. ?;1(Ib =USP
G(;G b> "ith net profit of I$. IG(?b =USP )(;) billion>( Toda7 BS$% is India9s largest
Telco and one of the largest Public Sector Underta!ing of the countr "ith authori5ed share
capital of USP :(G@ billion =I$. 1E7@;; +rores> and net "orth of USP 1?(:) billion(
The foundation of Telecom $et"or! in India "as laid b the British sometime in 1Gth
centur( The histor of BS$% is lin!ed "ith the beginning of Telecom in India( In 1Gth
centur and for almost entire );th centur7 the Telecom in India "as operated as a
Government of India "ing( -arlier it "as part of erst"hile Post & Telegraph Department
=P&T>( In 1GE@ the Department of Telecom =DoT> "as separated from P&T( DoT "as
responsible for running of Telecom services in entire countr until 1GI@ "hen Mahan agar
Telephone $igam %imited =MT$%> "as carved out of DoT to run the telecom services of
Delhi and Mumbai( It is a "ell !no"n fact that BS$% "as carved out of Department of
)G
Telecom to provide level plaing field to private telecoms( Subse'uentl in 1GG;s the
telecom
sector "as opened up b the Government for Private Investment7 therefore it became
necessar to separate the Government9s polic "ing from ,perations "ing( The
Government of India corporative the operations "ing of DoT on ,ctober ;17 );;; and
named it as Bharat Sanchar $igam %imited =BS$%>(BS$% operates as a public sector(
:;
+#S#ON. "#SS#ON 1 OBAECT#+ES
+#S#ON
To become the largest telecom Service Provider in Asia(
"#SS#ON
To provide "orld class State3of3art technolog telecom services to its customers on demand
at competitive prices(
To provide "orld class telecom infrastructure in its area of operation and to contribute to
the gro"th of the countr9s econom(
OBAECT#+ES
To be a %ead Telecom Services Provider(
To provide 8ualit and reliable fi6ed telecom service to our customer and there b
increase customer9s confidence(
To provide mobile telephone service of high 8ualit and become no( 1 GSM
operator in its area of operation(
To provide point of interconnection to other service provider as per their
re'uirement promptl(
To facilitate . & D activit in the countr(
:1
BRAN$ NA"ES O/ BSN) SER+#CES
1ollo"ing are the approved brand names of various BS$% servicesQ
+,.P,.AT- SIG$ATU.- Q


P,STPAID +-%%U%A. S-.0I+-Q

P.-3PAID +-%%U%A. S-.0I+-Q

:)
BSN) !N#TS #N #N$#A
Telecom +ircles Metro Districts
Andaman & $icobar Telecom +ircle +alcutta
Andhra Pradesh Telecom +ircle +hennai
Assam Telecom +ircle
Pro#ect +ircles
Bihar Telecom +ircle -astern Telecom Pro#ect +ircle
+hhattisgarh Telecom +ircle Kestern Telecom Pro#ect +ircle
Gu#arat Telecom +ircle $orthern Telecom Pro#ect +ircle
/arana Telecom +ircle Southern Telecom Pro#ect +ircle
Pratapgarh =U(P(> Telecom +ircle IT Pro#ect +ircle7 Pune
Fammu & Dashmir Telecom +ircle
Maintenance .egions
Fhar!hand Telecom +ircle -astern Telecom Maintenance .egion
Darnata!a Telecom +ircle Kestern Telecom Maintenance .egion
Derala Telecom +ircle $orthern Telecom Maintenance .egion
Madha Pradesh Telecom +ircle Southern Telecom Maintenance .egion
Maharashtra Telecom +ircle Speciali5ed Telecom Units
$orth -ast3I Telecom +ircle Data $et"or!s
$orth -ast3II Telecom +ircle $ational +entre 1or -lectronic S"itching
,rissa Telecom +ircle Technical & Development +ircle
Pun#ab Telecom +ircle 8ualit Assurance
.a#asthan Telecom +ircle
Production Units
Tamil $adu Telecom +ircle Telecom 1actor7 Mumbai
UP=-> Telecom +ircle Telecom 1actor7 Fabalpur
UP =K> Telecom +ircle Telecom 1actor7 .ichhai
Uttaranchal Telecom +ircle Telecom 1actor7 Dol!ata
Kest Bengal Telecom +ircle
,ther Units
Training Institutions Telecom Stores
Advanced %evel Telecom Training +entre $orth -ast Tas! 1orce
Bharat .atna Bhim .ao Ambed!ar
Institute ,f Telecom Training
Telecom -lectrical King
$ational Academ of Telecom 1inance and
Management
Telecom +ivil King
.egional Telecom Training +entres
::
+ircle Telecom Training +entres
District Telecom Training +entres
"ARKET#N, STRATE,#ES O/ BSN)
S%NOPS#S.
This article deals "ith the miracle shared vision can do to the organi5ation( 0ision concept
and philosoph at an individual as "ell as organi5ation level has been discussed( It also
covers importance and driving force of vision in Mar!eting strategies7 Selling7 Business
Development7 Mar!et share etc( 0arious mar!eting trends have been mentioned( It is an
effort to share vision "ith one and all(

C. #ntroduction.
,ur visions begin "ith our desires(

3 Audre %orde
Ke all have some visions of ourselves and our future7 and that vision creates
conse'uences( More than an other factor7 vision affects the choices "e ma!e and the "a
"e spend our time(

0isions drive conse'uences(
Principles drive results(
De is to base vision on principles(

3 Stephen . +ove(
It is true for individuals as "ell as organi5ations( The strongest form of vision O motivation
is to base vision on *Khat %egac "e "ant to leave(4 And to achieve it "e must ta!e a
principled centered path( /istor is full of e6amples that man organi5ations have vanished
:?
gro"n and vanished overnight as their path to achieve vision "as not based on principled
"a 0ision of the organi5ation can onl be translated into realit7 if it is shared b one and
all( The best "a to implement is to involve them in formulation( But even if it is
conceived b higher management then it has to be e6plained to each and ever individual
of the organi5ation7 other"ise it ma remain as a sho"piece(
4. "areting O9jecti<e.

The ultimate ob#ective of an mar!eting activit is to satisf the customers and toda even
a step ahead i(e( RdelightingB the customers7 for "hich customers are offered something
beond their e6pectations from the service or the product( The ob#ective being to ac'uire
and retain the customers7 "ho should continuall feel that the are getting more value of
the mone7 the are departing "ith(
Mar!eting is the establishment7 development7 maintenance and optimi5ation of long3term
mutuall valuable relationships bet"een consumers and organi5ation( Successful
Mar!eting focuses on understanding the needs and desires of the customers and is achieved
b placing these needs at the heart of business b integrating them "ith the organi5ation
strateg7 people7 technolog and business processes( At its most basic7 Mar!eting involves
customers7 organi5ations and relationships and the combination creates the need for the
management(
In simple "ords it implies a buer7 a seller7 bonded b the mutual need7 satisfing offer and
a mediumOprocess to e6change the offer(

D. "areting Process.

:@
Ke often tal! of mar!eting & Sales and often use it interchangeabl "ithout understanding
the difference in it( Mar!eting is everthing "e do to get and leverage a client relationship(
Mar!eting process is broad and includes all of the follo"ingQ 3

Discovering "hat product7 service or idea customers "ant(
Producing a product "ith the appropriate features and 8ualit(
Pricing the product correctl(
Promoting the productA spreading the "ord about "h customers should bu it(

E. Contrasting the Sa&es Conce8t >ith the "areting Conce8t:-

The concepts surrounding both selling and mar!eting also differ( There is a need for both
selling and mar!eting approaches in different situations( ,ne approach is not al"as right
and the other al"as "rong 3 it depends upon the particular situation(
In a mar!eting approach7 more listening to and eventual accommodation of the target
mar!et occurs( T"o3"a communication =sometimes bet"een a salesperson and a
customer> is emphasi5ed in mar!eting so learning can ta!e place and product offerings can
be improved(
The EPs for service mar!eting =Product7 price7 place7 promotion7 phsical evidence7 people
& process> are the means to attain7 nurture7 & retain the customers and not the end(

@( "ission 1 +ision.

Here is a test to find whether
Your mission on earth is finished:
If you are alive, it isnt.
Richard Bach.

:C
Most of the big companies have a 0ision & Mission statement so as to guide their all
energ7 efforts to reali5e it( BS$% also has a vision RTo become the largest Telecom
Service provider in South -ast AsiaB( 1irstl "e need to understand the parameter for
being the largest( Is it revenue7 A.PU7 profit7 subscribers7 $et"or! =no of e6changes7 BTS
etc>L 1rom monopol to multi operator scenario7 BS$%Bs mar!et share is bound to reduce(
But ho" much do"n "e "ill let itL There are lot of similarities bet"een British Telecom &
us( ,ne must !eep "atch on mar!et share in monthl gro"th and ta!e timel action( To
improve our share7 "e need to ac'uire more than @;N of ne" ac'uisitions "hile
maintaining earlier( This is 8(uite challenging in this dnamic environment( Toda landline
base is reducing across globe7 but "hL -urope defines an operator "ith )@N or more
mar!et share as Significant mar!et Po"er =SMP>7 "hile the intend to increase it largest
operator and "e must strive not onl to maintain but enhance it( Ke need to act fast(
Timel action is an essence Khat should be our mar!eting 0ision7 "ill it help us in
inspiring to achieve higher( +an it be something such as *To retain the highest mar!et
share7 build highest brand e'uit and ma6imi5ing the profitsL4

F. Brand EGuity.

Ke ma thin! "hat is Brand e'uitL In simple "ords it is ho" far people are "illing to pa
if "e increase our prices i(e( premium for our services( Ke ma feel happ to sa there is
lot of blac! mar!eting of our SIM cards( Is it a health signL Ke reduce prices "hen
competitors launch ne" schemes( Does it impl poor brand e'uitL Brand -'uit can be
built "ith good e'uit of 8ualit of services at the affordable price( +ontinuous innovation
in product and deliver of services "ith the appropriate pricing is the !e strateg for
developing the trust in customer so that he !eeps his loalt "ith BS$%( Ke have to be
first mover in our efforts for product and price differentiation( Presentl the mar!et is in
:E
gro"th phase and price could be a differentiating factor7 but ho" longL Is an scope left for
further cutsL Ultimatel it is the 8ualit7 customer care7 and timel availabilit apart from
price7 "hich "ill matter(
Khat is USP =Uni'ue Selling Proposition> for BS$%L A Government compan "hich
delivers( A government compan "hich gives service better than private could be a deadl
combination7 "hich no competitor can cop(

H. Socia& Res8onsi9i&ity .

B(S($(%( the most trusted telecom brand in ear );;: & );;?( Ke have been given
Golden Peacoc! a"ard for Best +orporate Social responsibilit( /o" can "e leverage
these distinctionsL These achievements need to be highlighted through public relation
e6ercise li!e press meet( This "ill help us in building our mar!eting image( In sales and
distribution front though "e have over one3la!h retailers7 1;;; franchisees7 ::;; +S+s7
:C;;; e6changes "h are "e not visible li!e othersL Kh canBt "e utili5e all possible
spaceL +anBt "e leverage our franchisee and STD3P+, strengthsL +an "e ma!e these
outlets as our core strengthL Kh our recharge coupons7 India Telephone +ards are in
shortage "hen there is no capacit constraintL Does it impl that our planning for printing7
inventor management7 logistics7 and suppl chain and of course franchisee management is
inefficientL Do "e have targets for these #ust li!e D-%s & +ell ,neL Kh canBt "e
leverage this huge net"or! for better customer care and improve collection efficiencL Ke
must reali5e that "ith "aiver of securit deposits7 no ,HT schemes7 no advance rentals7
ad#ustment of landline securit for +ell ,ne7 "e donBt get fi6ed deposits to meet our funds
re'uirements( -verthing has to be met from ,perating revenues( Ke need to improve
collections7 reali5e bills earl7 not on the last da of pament and reduce bad debts( Ke
need to provide )?JE culture in our organi5ation7 though "e have been providing operation
:I
and maintenance on )?JE basis in the past and "e "ill continue to provide in future too7
but "hat about provisioning customer care and mar!eting on )?JE basisL

I. Business $e<e&o8(ent.
Business development units have been given the tas! to develop and nurture long3
term relations "ith corporate houses( Man MoUs have been signed( Bul! bills are being
issued( ,ne3point paments are being reali5ed for multiple service locations( De Account
Manager concept has been introduced( All this re'uires change of mindset in addition to the
s!ills of mar!eting & sales( Do "e have s!illed manpo"erL Is our organi5ation setup apt
for better resultsL The staff e6pense to revenue ratio could be a good indicator(
$o doubt our revenues are up( Profit has increased( But consider the mar!eting budget "e
have in comparison to others( -ven "ith this little budget man circles are unable to utili5e
it( Ke need to probe ourselves( +orporate office has permitted delegation of up to E;N of
+ircle budget to SSAs( Does it mean that our budget planning is "rongL /o" should "e
allocate mar!eting budget and "hich parameter to "eighL

SPer D-%OMobile
SAc'uisition cost
S%ife time value
S+ompetitor spend
SGro"th targets

J. )i=e Ti(e +a&ue
Hou canBt give people pride7 but ou can provide the !ind of understanding that ma!es
people loo! to their inner strength and find their o"n sense of pride(
:G
3 +harles5etta
Kaddles(
It is high time "e learn fast7 groom ourselves7 improve our mindset and act fast( Business
perspective is e'uall important as e6cellence in Telecom operations7 maintenance7 and
installations & planning( ,ur core competence should be telecom business acumen and not
#ust traditional e6pertise developed over the

C6. Su((ary
0ision is set in the Boardroom but reali5ed in the battlefield( -ach and ever customers
has to continuousl lead this battle to be victorious( The corporate office is al"as "illing
to provide all resources( Together "e can reali5e our vision(
CAP#TA) O!T)ET O/ BSN)
Cumulative Capital Outlay
BSNL had Gross fixed assets of over Rs 1,11,692 crores (US $ 25.12 Billio! as o
"1#$"#2$$6.
?;
CAP#TA) #N+EST"ENT
Annual +apital Investment in the net"or! has increased from .s( EI@ crores =USP ;(1I billion> in 1GIC3IE to over
.s( CI:I crores = US P 1(@: billion> in );;@3;C( This investment has been financed mainl b the internal accruals(
CO"PET#TORS
Tpe Public7 %isted on BS-
1ounded 1GI@
/ead8(uarters $e" Delhi7 India
De people Sunil Mittal
Industr Telecom
Products
Mobile and 1i6ed3%ine
Telecommunication operator
.evenue USD :(CC billion
Kebsite httpQOO"""(Bharti(com
?1
Bharti Airtel7 formerl !no"n as Bharti Tele30entures %imited =BT0%> is among India9s
largest mobile phone and 1i6ed $et"or! operators( Kith more than ?; million
subscriptions as of Ma );;E7 the compan is one of the "orld9s fastest gro"ing telecom
companies( It offers its mobile services under the Airtel brand and is headed b Sunil
Mittal7 India9s si6th richest men "ith a total "orth of USPC(G billion( The compan is the
onl operator to provide mobile services in all the ): circles in India( The compan also
provides telephone services and Internet access over DS% in 1? circles( The compan
complements its mobile7 broadband & telephone services "ith national and international
long distance services( The compan also has a submarine cable landing station at +hennai7
"hich connects the submarine cable connecting +hennai and Singapore( The compan
provides reliable end3to3end data and enterprise services to the corporate customers b
leveraging its nation"ide fiber optic bac!bone7 last mile connectivit in fi6ed3line and
mobile circles7 0SATs7 ISP and international band"idth access through the gate"as and
landing station(
Airtel is a brand of telecommunication services in India operated b Bharti Airtel(
Airtel is the largest cellular service provider in India in terms of number of subscribers(
Bharti Airtel o"ns the Airtel brand and provides the follo"ing services under the brand
name AirtelQ Mobile Services =using GSM Technolog>7 Broadband & Telephone Services
?)
=1i6ed line and Internet +onnectivit>7 %ong Distance Services and -nterprise Services
=Telecommunications +onsulting for corporate>(
%eading international telecommunication companies such as 0odafone and SingTel hold
partial sta!es in Bharti Airtel(
TATA TE)ESER+#CES
Tata Teleservices %imited =TTS%> is part of the Tata Group of +ompanies7 an Indian
+onglomerate( The compan forms part of the Tata Group9s presence in the
Telecommunication Industr in India7 along "ith Tata Teleservices =Maharashtra> %imited
=TTM%> and 0S$%(
#$EA CE))!)AR
Idea cellular is a "ireless telephon compan operating in various states in India( It initiall
started in 1GG@ as a #oin venture bet"een the Tatas7 Adita Birla Group and AT&T b
merging Tate +ellular and Birla AT&T +ommunications(
+ommonsQ ImageQ Idea +ellular logogriph created b UserQ Daran deshmu!hG;;@(
?:
Initiall having a ver limited footprint in the GSM arena7 the ac'uisition of -scorted in
);;? gave Idea a trul pan3India presence covering Maharashtra =e6cluding Mumbai>7
GA,7 Gu#arat7 Andhra Pradesh7 Madha Pradesh7 +hattisgarh7 Uttar Pradesh =-ast and
Kest>7 /arana7 Derala7 .a#asthan and Delhi =inclusive of $+.>(
??
"ARKET#N, O/ "OB#)E PHONES
The communication has become so important in the "orld of toda that it provides a
ground for success almost in all fields of human interactions7 communications is the
sum things that one person does "hen he "ants to create understanding in the mind
of other( It is a bridge of the meaning( It involves a sstematic and continuous
process of telling7 listening and understanding( .ecent developments in the field of
communication have revolutioni5ed the stle of human being in the societ( The
telephones and mobile phones have become the necessities of dail life( The t"o
instruments pla an important role in the business profession and in #obs as "ell(
Through India is a developing countr but it has successfull converted its capacit
to realities in the field of human interactionsO communication( Some specific group
=businessman7 professionals7 customers> en#o the facilities of mobile phones and
instrument is becoming more popular "ith the passage of time( Bharat Sanchar
$igam %imited and some other private companies li!e Airtel and .eliance are
"or!ing in the field of providing the facilities to the common people( The
instruments manufactured b the national and foreign companies are in the mar!et(
The urban population is their target customers in the una"are of the benefits of the
mobile phones in da to da life7 therefore some specific methods of mar!eting are
re'uired to ma!e the mobile phones an article of dail use in the rural areas(
?@
A+A#)AB#)#T% O/ "OB#)E HAN$SETS SETS AN$ CONNECT#ON
AT PRATAP,ARH S!B-$#+#S#ON.
T>o 9asic things reGuired =or the use o= (o9i&e 1 &and&ine 8hones 9y the 8eo8&e o= a
8articu&ar area are:-
=1> Availabilit of mobile & landline phones sets
=)> Availabilit of land line connections as "ell as K%% signals in the areas( As it has
alread been discussed that there are EI Gram Panchaat and one municipalit in
Pratapgarh Sub3Division( In this area main t"o companies are providing land line
connection and K%% signal to the people and these areQ3
?C@ Bharat Sanchar Niga( )i(ited ?B.S.N.).@
The B(S($(%( has providing sim cards of mobile telephon to 1);7;;; customers as on
:1 March );;G under prepaid and postpaid facilit( :)?;; customers has been provided
prepaid connections facilit and IE7C;; customers has preferred for postpaid services( At
the time
1ollo"ing schemes of recharging are implemented b B(S($(%(
=1> .s( ::1 =Tal! value .s( 1E@> =Period :; das <1@ das>
=)> .s( @@1 =Tal! value .s( :C1> =Period ?@ das <1@ das>
=:> .s( 11;) =Tal! value .s( I))> =Period 1); das <1@ das>
=?> .s( ));? =Tal! value .s( );;;> =Period 1I; das < 1@ das>
=@> .s( ::;C =Tal! value .s( :;;;> =Period :C@ das <1@ das>
?C
?4@ Airte&:-
The Airtel has provided connections to :;7;;; customers( ,ut of these customers
)I;@; has been provided prepaid sim cards and 1G@; customers has
Been provided post paid sim cards ( Under prepaid sim cards
Schemes are implemented b the companies are as follo"sQ3
=1> .s( 11; =Tal! value .s( ?G(:)> =Period 1; das>
=)> .s( ::; =Tal! value .s( 1E@> =Period :; das>
=:> .s( CC; =Tal! value .s( ?E:> =Period ?@ das>
=?> .s( 11;; =Tal! value .s( IE:> =Period CG das>
=@> .s( :;;; =Tal! value .s()ICG> =Period :C@ das>
.echarging facilit for B(S($(% customer is available in 1; mar!et places of the area( The
sub3dealers of the compan are "or!ing in the area( The follo"ing are the places "here
authori5ed dealers are available for recharging the prepaid connection of B(S($(%
customers
Balipur
Sadar
Babagan#
Govindpur
Meerapur
?E
0i!asnagar
Dahilamau
+ivil %ines
.am#i Puram
Shiv#i Puram
Authori5ed dealer of Airtel have established the business =dealership> in C mar!et places
and these areQ3
Babagan#
Govindpur
Balipur
+ivil %ines
Sadarba5ar
Shivpuri
The availabilit of mobile phones sets is possible at all the mar!et places of the area ( It is
due to the fact that the area is ad#oining to Pratapgarh( This cit is a ma#or business centre
of Pun#ab( The authori5ed dealer of all the companies producing mobile phones sets has
established this business in the cit( The "hole sale mar!eting activities ta!e place there(
The retailer of the area uses to purchase the sets from the Pratapgarh for selling them in
villages(
It "as found that mobile phones of different companies "ere displaed at about 1G places
in the area namelQ3
Govindpur
?I
$e" +olon
+ivil %ines
0ive!nagar
Pota Parcha
Meerapur
Balipur
Babagan#
A )EARN#N, E*PER#ENCE
As part of course curriculum of PGDM7 students and re'uired to undergo training for
around ) months at the end of second semester( This training helps students to get
ac'uainted "ith the practical aspects of the "or! scenario & provides them "ith the desired
level of e6perience that "ould be beneficial for them once the complete their studies(
+ompling "ith the course curriculum7 I too! a three "ee!s research report at B(S($(% (
During these three "ee!s I "as able to learn a lot that should supplement m studies in the
ne6t t"o semesters( The pro#ect given to me "as regarding the4 +UST,M-. B-/A0I,.
1,. P.-PAID & P,STPAID +,$$-+TI,$4 under Pratapgarh =U(P(> Sub3Division4 at
B(S($(%(((
M timings "ere from 1;(;; A(M( to @(;; P(M( ,n the ver ne6t da I started "or!ing on
m pro#ect I had to prepare a 'uestionnaire for conducting a surve to !no" about the
?G
*+UST,M-. B-/A0I,. 1,. P.-PAID & P,STPAID +,$$-+TI,$4 I had to go
through e6tensive literature surve about B(S($(%(and about its policies(
,n the "hole7 these three "ee!s gave me a lot of practical e6posure and taught me a lot(
M training at B(S($(% "as informative and "onderful e6perience for me( It helped me to
develop good reasoning s!ills and aptitude for "or! and moreover also enhanced m
confidence level( I consider mself luc! to have got an opportunit to "or! as a trainee
"ith this esteemed organi5ation( M training taught a lot and I am sure that !no"ledge and
e6perience attained through this training "ould surel help me in m future assignment(
@;
)#"#TAT#ONS

As the 'uestionnaire "as distributed amongest various customerss of BS$%7 fe" of
the customers "ere hesitating in ans"ering the 'uestionnaire(
Some of the customerss "ere given enough time to ans"er to 'uestionnaire but still
the "ere not able to do the re'uired(
Some customerss did not respond fe" 'uestions because the "ere not sure about
the ans"er as the 'uestionnaire "as in the ob#ective form(
A ver bus as "ell as hectic scedule "as prevalent "hich "as an obstruction(
Absence of e6pert researchers "as a big problem(
Keather "as also a problem because at that time temperature "as too lo"(
@1

/#N$#N,S
The (ajor =indings o= the study are su((ariKed as =o&&o>:-
Khile surveing I got that @?N people have mobile phones and ?CN havenBt(
,ut of total person availing the facilit of mobile phones users :GN B(S($(%(7 :1N
AI.T-%7 ))N .-%IA$+-7 & IN are ,T/-.S have opted connections(
In )@; people CCN "ere satisfied7 )CN "erenBt & IN sas the canBt sa because
the havenBt an idea about there service provider companies competitors(
,n analsis it "as found that ):N b T07 ::N .adio7 1?N $e"spaper7 1GN
1riends7 & 11N customers got information about
,n analsis it "as found that E:N customers have got postpaid connections and
)EN customers have opted prepaid connections(
@)N customers sa that B(S($(%( can offer better services than private companies
because B(S($(%( has Govt control(
In Pratapgarh =U(P(> sub3division B(S($(%( has provided connection to @;;;
customers and Airtel has provided connection to :G@; customers
@)
In the area the sim cards of B(S($(%( and Airtel are recharged at 1; places and C
places respectivel
The services "ere provided b B(S($(%( and Airtel in );;: in this sub3division and
after that a considerable increase in the number of customers has been "itnessed in
the both the companies(
A considerable section of the customers =?IN> uses the mobile phones because of
the reason that b using it 7 the can have regular contact "ith their famil members
( /o"ever :;N of the customers said that it helps them in their businessO
emploment activities( remaining ))N are using for some other reasons
The users "ere as!ed to tell *ho" the mobile phones can be made popular in the
area( The ??N said that signal should be made available in all villages7 ?IN said
that B(S($(% and Airtel should introduced some ne" schemes of prepaid sim card
and IN of the users "ere of the vie" that latest models of different companies
should be introduced in the mar!et (
,n the same 'uestion the non3users vie" point "as as follo"Q3 );N said that some
cheap models=product> should be introduced7 CCN said that some ne" schemes on
less rate be introduced b B(S($(%( and Airtel and 1?N said that e6isting schemes
should be populari5ed in the area(
The 1CN of the sub dealer of the vie" point that cheapest models should be
introduced in the rural mar!et( )IN "ere of the vie" point that people should be
@:
made a"are about the benefits of mobile phones(:)N of the sub3dealers said that
some more schemes should be introduced b B(S($(%( and Airtel and IN "ere of
the vie" that latest models should be introduce(

S!,,EST#ON 1 RECO""EN$AT#ONS
Some efforts should be made at local level to ma!e the mobile phones popular in
the area(
As the financial range of the rural population is limited therefore the cheap models
should be displaed at mar!et places
The availabilit of recharging facilit is not regular in the area( Some steps should
be ta!en in this direction(
Dealer should tr to improve their after sale services
Some more and cheaper schemes should be started b B(S($(%(
@?
B(S($(% should tr to e6pand its signal facilit as it is not available in man villages
of the area Displaing of mobile phones in ma6imum possible mar!et places is the
important factor in this direction
CONC)!S#ON
The present stud has attempted to candidl revie"7 e6amine and e6plore in
depth various aspects of customerBs behavior for prepaid & postpaid
connection of B(S($(%( During the course of stud7 a large number of
observations have come to light( The present chapter is aimed at presenting
the ma#or findings "hich emanate from the stud and offering some useful
suggestions7 "hich have been incorporate in t"o sections vis7 its section first
@@
contains ma#or conclusion and finding and section second deals "ith some
useful suggestions(
7!EST#ONNA#RE
7ues. C - $o you 8osses any "o9i&e 8hone:
Ans.a. %es 9. No
7ues. 4 ; 'hich o8erator ser<ice do you ha<e:
@C
Ans - ----------.
7ues. D - Are you satis=ied >ith your ser<ice:
Ans. - a. %es 9. no
7ues. E ; Ho> you ca(e to no> a9out your ser<ices:
Ans.-a. T+ 9. Radio c. Ne>s8a8er
d. /riends e. other
7ues. 5 - Are you using 8re8aid or 8ost8aid connection:
Ans- ------------.
7ues F.;'hich (ode o= recharge you >i&& 8re=er:
Ans- a. Easy recharge 9. Recharge cou8on
7ues H - 'hich ser<ices o= your o8erator you &ie the 9est:
@E
Ans- ------------
7ues.I - $o you thin that 8ri<ate co. can o==er you 9etter ser<ices as
co(8ared to BSN):
Ans- a. %es 9. no
7ues.J - Are you a>are a9out the di==erent sche(e 8ro<ided 9y your
o8erator:
Ans- a. %es 9. no
7ues.C6 - 'hat ty8e o= 8ro9&e( you are =acing >ith your o8erator:
Ans - -------------
7ues.CC - Any suggestion you >ant to gi<e your o8erator:
Ans - -----------.
B#B)#O,RAPH%
C Ne>s8a8ers:
Times of India
/industan Times
4 'e9sites:
@I
"""(google(com
"""(bsnl(in
"""(ahoo(com
D "agaKines
India Toda
Bussiness Korld
,utloo!
@G

THANKLS A)OT
C;

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