The document provides a training report on estimating competitive prices for BSNL services. It includes an introduction, preface, certificate of completion, acknowledgements and synopsis. The report details BSNL's history, products, achievements and research methodology. It outlines the objectives of analyzing ways to increase sales, apply customer relationship management, meet demand and supply, and motivate cross-cultural strategies. A SWOT analysis and recommendations for customer orientation and services are also provided.

1. Training Report
On
“ESTIMATION OF COMPETITIVE PRICE FOR
THE SERVICES OF BSNL”
At
BHARAT SANCHAR NIGAM LIMITED
RANCHI
Prepared By
AKSHAYDEEP
BBA 4th SEMESTER
13JU10900002
ICFAIUNIVERSITYRANCHI
Institutional Guide OrganizationalGuide
PROF. PRITHA CHATURVEDI Mr. RANJANKUMAR RAM
FMS, ICFAI University DE (transmission) BSNL, ARTTC

2. PREFACE
As the part of my BBA curriculum I was required to undergo summer training in a
business organization for four weeks. I approached BHARAT SANCHAR NIGAM
LIMITTED for this purpose and got an opportunity to get training from Team Leader who
readily agreed to extend his cooperation.
The project was assigned to me by the organization. The topic of my project was
“Estimation of competitive price for the services of BSNL”. In this record I have put my
best efforts to compile the data to the highest level of accuracy and give my views to the
best of my judgment.

3. CERTIFICATE
This is to certify that AKSHAYDEEP student of BBA Program of ICFAI UNIVERSITY,
JHARKHAND, ID: 13JU10900002 has successfully completed one month (From
22June, 2015 to 22July, 2015) internship program at Advanced Regional Telecom
Training Center, ARTTC (Ranchi). During the period of his internship programme with
us he was found punctual, hardworking and inquisitive.
We wish him good luck for all future endeavors and look forward to working with him
again in future.
(Ranjan Kumar Ram)
DE (Tx & Genl)
ARTTC, Ranchi

4. ACHNOWLEDGEMENT
Success of every project depends largely on the SELF & encouragement and guidance
of many others. We take this opportunity to express my gratitude to the people who
have been instrumental in the successful completion of this study project.
I express my sincere thanks to my project guide, M .RANJAN KUMAR RAM (In charge
BSNL) for guiding me right from the inception till the successful completion of the
project.
We also thank our Internal Guide PROF. PRITHA CHATURVEDI for providing me with
valuable advice and endless supply of new ideas and support for this project.
AKSHAY DEEP
BBA, 4TH SEM

5. SYNOPSIS
The project is an extensive report on how the BSNL Company markets its strategies
and how the company has been able in tackling the present tough competition and how
it is coping up by the allegations of the quality of its products. The report begins with the
history of the products and the introduction of BSNL Company
This report also contains the basic marketing strategies that are used by the BSNL
Company of manufacturing process, technology, production policy, advertising,
collaboration, export scenario, future prospect and government policies. The report
includes some of the key salient features of market trend issues.
In today’s world of cut throat fierce competition, it is very essential to not only exist but
also to excel in the market. Today’s market is enormously more complex. Hence forth,
to survive in the market, the company not only needs to maximize its profit but also
needs to satisfy its customers and should try to build upon there.

6. RESEARCHMETHDOLOGY
The data will be collected from both primary and secondary sources to get information
regarding the organization
Data source
1. Primary data:
Primary data will be collected through questionnaires/Telephonic interaction
based
data collection from B.S.N.L Customer Database
2. Secondary data:
a. Industry Profile and company details
are collected from journals.
b. Websites.
c. Books
d. Magazines
3. Area of research
Research instrument
a. Questionnaire
b. Telephonic interaction based study
on B.S.N.L Customer
4. Sample plan
a. Personal interview of middle class people
to high class people at Ranchi.
5. Sample Unit
a. Manager b.Customer

7. OBJECTIVE
The major objectives of this project are-
1. To understand the role of price to sustain the customer (BSNL)
2. Analyzing for Place decision to increase sales volume.
3. Creating awareness to customers of rural area about the facilities in
BSNL connections.
4. Suggesting for Retailing approach toward customer.
5. Collecting the data of different age group of customers to know customer satisfaction.
6. Motivating to maintain brand position by competing with competitor.
7. To undertake a SWOT analysis on the company and to find out the key areas of
success.
8. To provide customer friendly mobile telephone services of high quality and play a
leading role as a GSM operator in its area.

8. INDEX
S.
No
Particulars Page No Total No.
of Pages
01. Introduction 09 01
02. Mission & Vision 10 01
03. History 11 01
04. Why BSNL 12 01
05. Today BSNL 13 01
06. Industry Profile 14 03
07. Products of BSNL 17 02
08. Achievements 19 03
09. Analyzing to increase sales volume 22 01
10. Suggesting to apply CRM 23 01
11. Suggesting for demand & supply 24 01
12. Motivating for cross culture 25 01
13. Swot Analysis 29 04
14. Customer Orientation Strategy 30 01
15. Services 31 04
16. Customer Care 32 03
17. Analytical Table 35 01
18. Conclusion 36 01
19. Bibliography 37 01

9. INTRODUCTION
1 .Bharat Sanchar Nigam Limited (known as BSNL) is a public sector tele
communication company headquartered in New Delhi, India. Mr. R.K Upadhyay is a
Chairman and MD of BSNL.
2. BSNL is at 5th position as an operator with Market share of 13.28%. BSNL has large
base of skilled work force of around 2.84 lakh as on 30th
April 2013.
3. The total telephone connections as on April 30, 2013 are 897 millions, out of which
119.14 million connections are provided by BSNL.
4. It has the status of Mini Ratna, a status assigned to reputed public sector companies
in India

10. MISSIONAND VISION
VISION:
To become the largest telecom Service Provider in Asia.
MISSION:
1. To provide world class state of art technology telecom services to its
customers on demand at Competitive prices.
2. To Provide world class telecom infrastructure in its area of operation
and to Contribute to the growth of the country's economy.

11. HISTORY
Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned
telecommunications company.
It was incorporated on 15 September 2000 that time Mr. J N Mishra has taken
the responsibility of BSNL as a President.
Before 2000, it was known as Department of telecommunication (DOT).
During that period, BSNL was the only telecom service provider in the country
(MTNL was present only in Mumbai and New Delhi).

12. WHY BSNL??
1. Bharat Sanchar Nigam Limited is the world’s 7th largest telecommunication company
providing comprehensive range of telecom services in India.
2. BSNL is already serving the needs of most of the PSUs including Bank Sector, Oil
sector,
Power sector etc for connectivity and bandwidth.
3. BSNL holds the record for being the world’s largest uptime certified clusters of data
centers.

13. TODAY-BSNL..!!
1. Ranked 3rd
most trusted brand in service sector as survey done by BRAND EQUITY
(ECONOMICS TIMES) for 2013-2014.
2. State owned organization which is most reliable and unique service provider.
3. Universal reaches infrastructures in India covering all cities and geographically
difficult areas.
4. Expertise in bandwidth services and talent pool of human resources.
5.24*7 support team having alliances with world’s fortune companies.

14. INDUSTRY PROFILE:-
Background:-
The Indian Telecommunications network with 203 million connections is the third
Largest in the world and the second largest among the emerging economies of Asia.
Today, it is the fastest growing market in the world. The telecommunication sector
Continued to register significant success during the year and has emerged as one
of the Key sectors responsible for India’s resurgent India’s economic growth.
 Telecom sector accounts for 1 percent of India’s GDP. Likely to double in 2-
3 years.
 Telecom services contribute 30 percent to India’s total service tax revenue
 The Indian telecom sector gives direct employment to more than 4,00,000
People, compared to about 6,00,000 people in China.
 Not just the enabler of software, BPO and ITeS companies, it is also the
Lifeline of a fast growing E-commerce space.
 State-of-the-art telecom infrastructure has led to the rise of cities like Mysore,
Mangalore, Jaipur, Ahmedabad, Kochi on the software services map.
 This has helped spread the benefits of a booming Indian economy to beyond
Metros and large cities, and wealth creation is happening in tier-2 cities.

15. Products of BSNL:-
BSNL LANDLINE
BSNL MOBILE
1. POSTPAID
2.PREPAID
3.UNIFIED MESSAGING
4.GPRS/WAP/MMS
5.DEMOs
6.TARIFF
BSNL WLL
INTERNET SERVICES
1. NETWORK
2.BROADBAND
3.WI- F I
4.CO-LOCATION SERVICE
5.BSNL WEB HOSTING
6.DIAL UP INTERNET
7.SMS& BULK SMS
BSNL BROADBAND
BSNL MANAGED NETWORK SERVICES

16. BSNL MPLS-VPN
ISDN
LEASED LINE
INTELLIGENT NETWORK
1. FREE PHONE SERVICE
2.PREMIUM RATE SERVICE
3.INDIA TELEPHONE CARD
4.VIRTUAL PRIVATE NETWORK (VPN)
5. VOICE VPN
6.UNIVERSAL NUMBER
7.UNIVERSAL PERSONAL NUMBER
8.TELE VOTING
VIDEO CONFERENCING
AUDIO CONFERENCING

17. Achievements
Since BSNL's formation on October 1,2000 up to September 2001, significant growth
has been achieved in almost all the infrastructural parameters:
 Number of exchanges has grown by 14% to 32369.
 Equipped capacity has grown by 21.5% to 36.43 million in one year.
 Direct exchange lines have grown by 21.5% to 29.4 million.
 TAX capacity has grown by 7.8% to 25, 40,000.
 OFC route kms has grown by about 26.9% to 241841.
New Telephone Connections:-
During 1999-2000 a record number of 45.40 lakh new telephone connections were
provided by BSNL, bringing the total number of DELs to 224.8 lakh.
During the current year (April-Dec. 2000) 27.23 lakh lines have been installed.
Total lines installed as on 31-12-2000 is 252.4 lakh.
Public Call Office (PCOs):-
In the urban areas, since there is a long waiting list for telephone connections and also
considering the fact the telephone facility is needed by general public who cannot
afford to have a telephone of their own, it was decided that the accessibility should be
improved by providing a large number of PCOs for general public.

18. 1. Total number of PCOs 326574, STD PCOs, 5449 NHPTs have been provided up to
March 21, 2000.
2. As on March, 31, 2000 the number of villages having Village Public Telephones
(VPTs) was 374605 out of 607491.
3. During 2000-01(April-December 2000), 152,150 PCOs have been provided.
Provisions of Cellular Mobile Phones:-
It has been planned to introduce WLL technology in the network. Its salient features of
WLL
are its fast and easy deployment, flexibility, limited mobility etc. Initially this service is
being introduced in 27 cities by BSNL in the form of pilot project. The estimated cost of
this project shall be about Rs.50 Crore.
Telephone Services:-
3010 New telephone exchanges (Net addition) were commissioned during 1999-2000
raising the total number of exchanges to 27569. The equipped capacity of Telephone
Exchanges rose to 281.28 lakh lines with the net addition of 63.02 lakh new lines
during the year representing an increase of 28.87% over the previous year.

19. 1. The equipped capacity of Telephone Exchanges as on December 31, 2000 was
311.31 lakh lines.
2. All electromechanical exchanges in the country have been scrapped and
decommissioned. Now the total switching network is electronic type.

20. Analyzing for Place decisionto increase sales volume
1. 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.
2. Also many sub franchisees; more than150 retailers & many end user level
employees are present to provide the SIM card.
3. 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.

21. Suggestingto apply CRM
Here B.S.N.L know very well that customer is king.
Whether customer is beggar or rich, if customer has paying capacity then customer is
king.
1. These concepts 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.
2. They can also consider about two types of current customer’s like permanent
customers & temporary customers.
If customers are permanent then service provider should retain permanent customers.
3. If customers are new or temporary then customers must be motivated by service
provider. So, that CRM (customer relationship management) should apply.

22. Suggesting for Demand & Supply accordingly timemanagement
1. If demand & supply will be accordingly time management then it will be also
helpful to increase selling 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 de-motivated.
2. Today at the fast running time, each and every customer want quick response
that’s why 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.
3. 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.

23. Motivatingfor cross culture environment with privatization
Cross culture environment must be there in BSNL. It has different types of persons
working together. They may be highly experienced with different culture, religion,
background, qualification, post, nature etc. as a result, some conflict may arise. But,
if all persons will follow
cross culture & work unitary then I think work will be done in easy & simple way.So,
it will be certainly helpful to achieve target through more selling of services
of BSNL.

24. SWOT analysis of B.S.N.L
STRENGTHS
1 Services in Rural Areas
2.Experienced telecom service provider
3.Total telecom service provider
4 High Resources
5.Huge Optical Fibre network and associated bandwidth
6.Huge customer base
7. Most trusted telecom brand
8. Transparency in billing
9. Easy deployment of new services

25. WEAKNESS
1.Poor marketing strategy
2.Bureaucratic organizational set up
3.Inflexibility in mindset (DOT period legacies)
4.Limited number of value added services
5.Legacy of poor service image
6.Huge and aged manpower
7.Procedural delays
8 Lack of strategic alliances
9.Problem like outdated technologies, unproductive rural assets, social
obligation, political interference
10.Poor IT penetration within organization

26. OPPORTUNITIES
1.Tremendous market growing at 20 Lakh customers per month
2.Under tapped broadband services
3.Untouched international market
4.Can capitalize on public sector image to grab government ICT initiatives
5.Leveraging the brand image to source funds
6.Fuller utilization of slack resources
7.Can make a kill through deep penetration and low cost advantage
8.Broaden market expected from convergence of broadcasting, telecom and
entertainment industry

27. THREATS
1.Competition from private operators
2.Keeping pace with fast technological changes
3.Market maturity in basis telephone segment
4.Multinational eyeing Indian Telecom Market
5.Decreasing per line revenues due to competitive pricing
6.High bargaining power of customers
7.Private operators demand to do away with ADC can seriously affect revenues
8.Policies of government like “One India” rates

28. CUSTOMERORIENTATION STRATEGY
It will retain existing customers as well as to attract new customer by
1.Creating a service-oriented culture within the organization
2.Introducing flexible Registration Terms so that new customers are attracted
3.Educating the customer about services in detail and respective tariff structure
4.Introducing service at door-step
5.A successful loyalty programme becomes the driving force in customer relationship
management strategy

29. SERVICES
Universal Telecom Services : Fixed wire line services and landline in local loop
(WLL) using CDMA Technology called bfone and Tarang respectively.
Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile
Telephone services using GSM platform under the brand name Cell-one & Excel (BSNL
Mobile).
WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local Loop) service is a
service giving both fixed line telephony & Mobile telephony.
Internet: BSNL provides Internet access services through dial-up connection (as
Sanchar net through 2009) as Prepaid, Net One as Postpaid and ADSL broadband as
BSNL Broadband.
3G: BSNL offers the '3G' or the ‘3rd Generation' services which includes facilities like
video calling, mobile broadband, live TV, 3G Video portal, streaming services and video
on demand etc.
Intelligent Network (IN): BSNL offers value-added services, such as Free Phone
Service (FPH), India Telephone Card (Prepaid card), Account Card Calling (ACC),
Virtual Private Network (VPN), Tele-voting, Universal Access Number (UAN).
Wi Max: BSNL has introduced India's first 4th Generation High- Speed Wireless
Broadband Access Technology with the minimum speed of 256kbit/s. The focus of this
service is mainly rural customer where the wired broadband facility is not available.
IPTV: BSNL also offers the 'Internet Protocol Television' facility which enables
customers to watch television through internet.

33. CUSTOMER CARE
1. BSNL, with its Endeavour for high customer satisfaction, has been paying great
attention in this
area, by means of opening of more and more customer service centers.
2. In its ongoing Endeavour to expand modes of bill payment options for its customers,
several new arrangements are in advanced stage of
negotiation/finalization/implementation.
3. Some of these include: Recharge of Excel pre-paid cards through the ATMs of PNB
and SBI;
bill payment through M/s Easy Bill retail outlets presently available at Bangalore,
Gurgaon and NOIDA.
likely to be expanded to other cities; payment through internet/ECS using the services
of
intermediaries M/s Bill Desk and M/s Bill Junction respectively, and, through credit/debit
cards.

34. 1. Towards customers and dealers
TO PROVIDE PROMPT, COURTEOUS AND EFFICIENT SERVICE AND QUALITY OF
PRODUCTS/SERVICES AT FAIR AND REASONABLE SERVICES.
2. Towards employees
DEVELOP THEIR CAPABILITY AND ADVANCEMENT THROUGH APPROPRIATE TRAINING AND
CAREER PLANNING
EXPEDITIOUS REDRESSAL OF GRIEVANCES FAIR DEALINGS WITH RECOGNIZED
REPRESENTATIVES OF EMPLOYEES IN PURSUANCE OF HEALTHY TRADE UNION PRACTICES
AND SOUND PERSONNEL POLICIES
3. towards the Society –Corporate Social Responsibilities
CORPORATE SOCIAL RESPONSIBILITIES
BSNL IS COMMITTED TO PROVIDE QUALITY TELECOM SERVICES AT AFFORDABLE PRICE TO
THE CITIZENS OF THE REMOTEST PART OF THE COUNTRY. BSNL IS MAKING ALL EFFORT TO
ENSURE THAT THE MAIN OBJECTIVES OF THE NEW TELECOM POLICY 1999 (SALIENT POINTS
INDICATED BELOW) ARE ACHIEVED:
ACCESS TO TELECOMMUNICATIONS IS OF UTMOST IMPORTANCE FOR ACHIEVEMENT OF THE
COUNTRY'S SOCIAL AND ECONOMIC GOALS. AVAILABILITY OF AFFORDABLE AND EFFECTIVE
COMMUNICATIONS FOR THE CITIZENS IS AT THE CORE OF THE VISION AND GOAL OF THE NEW
TELECOM POLICY 1999.

35. An Analytical table of Customer’s Satisfaction Level
Response 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Customer 1 A A 10 N A D Y Y D Y
Customer 2 B B 5 Y D C N Y D N
Customer 3 D C 7 N C B Y Y D Y
Customer 4 B A 8 N C A Y Y D Y
Customer 5 B B 5 N C B Y Y D Y
Customer 6 C C 5 N B C Y Y D Y
Customer 7 B C 7 N B C Y N D Y
Customer 8 B B B N C C Y Y D Y
Customer 9 B B 5 N C C Y N D Y
Customer 10 A A 8 Y B B Y Y D Y
Customer 11 A A 7 Y B B Y N D Y
Customer 12 A A 10 N B C Y N D Y
Customer 13 A A 10 N A D Y Y D Y
Customer 14 D A 1 Y C A Y Y D Y
Customer 15 A B B N B A N Y B N
Customer 16 B B 8 N B A N Y D N
Customer 17 B C 5 Y C A N Y D N
Customer 18 A B 7 Y C C N Y D Y
Customer 19 C C 8 Y D A N Y D N

36. CONCLUSION
This conclusion deals with final results derived from the research done in order to
justify the satisfaction level of male and female customers of the different areas.
Thus, the research concludes that more than half of the customers whether male
or female dealing with the BSNL are satisfied with services provided by BSNL.
Successively the responses also results out that majority of males are satisfied
with customer care for solving their queries. The survey also shows that more
than 15 customer are ready to recommend BSNL services.

37. BIBLIOGRAPHY
Magazines & Publications:
1. Economics and Business Facts for you (Jan 20013)
2. India page of HT paper (Dec. 27,2014)
3. The Business world (Feb 2015)
Websites:
1. http://www.slideshare.net/nusantara99/marketing-mnagement
2. http://en.wikipedia.org/wiki/bsnl
3. http://www.financialexpress.com/news/airtel_brand_promotion_in_india
4. www.bsnl.co.in
5. www ranchi.bsnl.co.in/directoryofofficers.php