Saturday, December 28, 2013
Wednesday, December 25, 2013
Monday, December 23, 2013
Whether the staff of BSNL are serious about the status of their “mother”, the BSNL, some well wishers are worried and take pains to suggest several steps to make BSNL as a profit making company, knowing fully well they are telling to deaf ears. But any how the suggestions are worth considering and unions may analyse the points discussed and add them to their agenda for discussion with the management.
The article is some what lengthy but worth for patient reading and consideration. This appeared in www.telecomtalk.info
BSNL Continues to Report losses, What Should be Next? Our Analysis
BSNL has been reporting straight losses consecutively for four years now. Though, loss for last financial year (2012-13) of Rs. 7884 Cr was lesser than the loss in 2011-12 (Rs. 8851 Cr), it is reported that it would take few more years for BSNL to be profitable again.
While BSNL can get bailouts from Government like any ailing PSU, no amount of bailout would help in the longer run. A company of BSNL’s stature must look to build up revenues by virtue of its core strengths.
In this post we make efforts to note BSNL’s strengths and provide suggestions on how they can be leveraged to turn profitable in the long run.
- People trust BSNL – The first and foremost thing, trust is really important for any company to gain and retain customers. BSNL is renowned for transparent billing, no hidden costs and minimal pesky marketing calls.
- Vast infrastructure – PAN India 3G network which is being expanded on aggressive note
- Government backing – many government schemes like rural broadband network get rolled out through BSNL. Now this can cause fund crunch if funds don’t reach on time but BSNL must take care to see that such things don’t happen!
- BSNL offices at prime locations in every town and city including metros
These core strengths must be effectively utilized inorder to turn profitable. We suggest following measures for improving things.
Improve customer care
When people trust a brand and avail their services, it is the brand’s responsibility to serve them in an efficient manner. BSNL ironically is currently well known for poor customer support. Any article from us on BSNL garners at least one negative comment about the poor support. Being a BSNL customer myself I have experienced this over the years. Some common experiences are:
- Long waiting times (even > 15 minutes) to talk to customer care executives and after an executive is reached the call gets put on hold or even disconnected suddenly
- Sub par communication skills of call center executives. Even after choosing English as communication language at IVR, they speak in local language. Quality of English is poor.
- Apart from tariff benefits I was never able to get satisfactory answers to queries. Most of the times I was asked to call after few hours with reasoning of server down.
- Fake assurances of issue would be solved in 24 hours, and they keep adding 24 hours thereafter even without registering a complaint – reasoning server down! Have experienced this both in Karnataka and AP. Last experience was some six months ago in AP.
Some aspects above have improved, particularly in Karnataka, but the situation remains largely same in other circles like AP. Having experienced this, I stopped calling customer care for matters like billing/recharge issues – used to take a top-down approach of calling top level officials. Such approaches from multiple customers would not only hamper the work of top officials but also make the whole concept of call center useless. To make customers happy:
- BSNL must improve skill sets of customer care executives – lame excuses like server down are no more acceptable.
- Provide a website which works for logging complaints. Logged complaints must be addressed on time with timely updates till then. Read Online Recharge Woes with BSNL Portal
- Log on to social media – how about centralized twitter and facebook accounts for PAN India customers with a dedicated team who can escalate issues, call back customers and solve problems. Private operators do this in a good way. Though they appear to use bots sometimes, issues get solved within said time often.
- Provide modern means of support – like online chat system. In the age of instant messaging customers would certainly welcome this.
- A proper feedback mechanism to rate call center executives. Though an SMS comes after call, not sure if the responses are looked onto!
First step towards marketing is having a good looking, up-to-date website. Though the main website was revamped, circle websites have dated (read 1990s) looks. The circle specific websites serve little purpose and given the little publicity they receive little customers know about their existence. The answer lies in the integration of all websites. BSNL can showcase themselves as one big brand. Merge all websites into one – circle specific, commerce (portal.bsnl.in) and customer care (selfcare portals – currently each zone has one). This is how private operators have it. This integration will make things easier – one team for maintenance, consistent look across sites, customers can be given unified login benefits.
The social media accounts meant for customer care can be used for brand building. Web advertisements, newspaper ads, outdoor hoardings are other avenues. Email marketing can be done, but this must be done very professionally – emails must not be sent everyday for instance. Again design matters here.
Leverage Core Strengths
Core strength of any organization is its employees. Employees can build or break a brand. So like every brand BSNL must make efforts to keep employees happy and also leverage them for building the brand. Inorder to motivate people to do more, an overhaul of HR policies like aligning them to modern corporate practices might be necessary – accelerated growth options, attractive perks, recognitions in the form of awards etc.
Almost everyone is on social media these days. Positive/informative posts from employees will certainly help BSNL build an identity amongst the net savvy public. This will also provide a sense of achievement and celebrity status to employees. Employee unions who are often considered as trouble makers by calling for strikes can be taken into confidence to talk about the brand. The word of mouth still remains a powerful medium in attracting people to make a choice. Imagine every employee bringing one new customer into BSNL family.
Avoid corruption: Linemen who are often contract employees must be trained not to demand money. While this does not happen everywhere they are still known to disrupt landline connections if not paid for their ‘services’(!). While it is possible to bring such issues to notice of higher officials, public generally do not go the extra mile or sometimes do not know whom to contact.
One of the core strengths BSNL has is its vast infrastructure – telecom towers, fiber optic network, buildings in prime locations. This infrastructure can be smartly encashed. Some of these are already being done, but those arrangements can be increased.
- Tower sharing agreements with other cellular operators – BSNL is in a unique position here as they probably own a large share of cell towers in rural areas. Though this may lead to an opinion that BSNL would lose customers that can anyway happen. Private operators who are generally aggressive will set up towers independently!
- Routing other network traffic through BSNL’s vast fiber optic network
- Buildings in prime locations can be leased out for commercial purposes. Recently AP BSNL floated EOI notice for installing ATMs at BSNL office premises.
- Concentrate on Enterprise segment – happy enterprise customers can bring in big revenues. BSNL has necessary capabilities to provide end-to-end enterprise solutions in the form of attractive tier wise offerings (small, mid, large, very large segments). Primary enterprise need is dedicated full-time support which any telecom service provider must provide.
- While increasing tariffs is an option, attractive tariffs are the one which makes the difference – this is good for individual customers.
- Concentrate on improving data network – BSNL already has the base ingredient, lowest data tariffs in industry. With the spurt in smartphones and tablets 3G coverage is becoming more and more important.
- Convenience factor for customers:
- BSNL probably has the lowest density of retailer network – this makes it increasingly difficult to get a top-up/recharge done. On the other hand, recharges for private operators can be done at almost every corner shop. This demand supply gap and one poor experience will make a person not to choose/recommend BSNL. So dealer/franchisee network must be strengthened.
- SMS based special benefits activation: While similar benefits are available across circles in terms of tariffs, SMS/USSD based activation is available only in handful of circles. Karnataka and Kerala allow almost every STV activation by SMS while AP and Maharashtra allow minimal. Uniformity all over is important.
- PAN India tariff rollouts do not happen on the same day even after announcement by Corporate office. Circle websites fail to notify announcements on time. This is where a centralized single website can benefit.
- Recently BSNL announced the go green initiative – despite of registering for the facility, I got a print bill this month. Such fails are not desirable.
- Cell towers can be powered by renewable sources of energy thus reducing dependency on electricity and hence cutting down power bills.
- Mounting dues must be brought down – this alone can bring in crores to BSNL.
- Introduce a BSNL Wallet – like Airtel money!
- Shut down loss making telephone exchanges or the ones which bring less revenue – many people opt for landline just due to broadband benefits through such exchanges (mainly rural). 3G data cards at special prices could be encouraged at such places.
- Introduce certificate courses for interested at competitive prices. As of now BSNL is providing internship opportunities to technology students.
From our readers responses at different times, we believe they are still ready to accept BSNL as their preferred service provider. Good luck BSNL for the turnaround!
Tuesday, December 17, 2013
பு து டி ல் லி யி ல் 30-11-2013 அன்று நடைபெற்ற கூட்டத்தில் FNTO, BSNLWRU, BSNLSU, BSNLATM, AIBCTES, BTUBSNL, BSNLPEWA, BSNLDEU ஆகிய 8 தொழிற்சங்கங்களும் ஒருங்கினைந்து Forum of BSNL Non-Executive Unions என்ற பெயரில் ஒரு கூட்டமைப்பை ஏற்படுத்தியுள்ளன. FNTO-வின் பொதுச் செயலாளர் தோழர் ஜெயப்பிரகாஷ் இந்தக் கூட்டமைப்பின் அமைப்பாளராகவும் BSNLWRU-வி ன் அகில இந்தியத் தலைவர் எஸ்.பி.சர்மா இந்தக் கூட்டமைப்பின் தலைவராகவும் செயல்படுவர்.
Room No. 711, Bharat Sanchar Bhawan,
Janpath, New Delhi-110001
Phone - 011-23734253, 23037264
No: 15-1/2013-14/IA-BSNL/Vol.II/ Dated: 10.12.2013
All CGMs / IFAs,
Sub: Updation of leave accounts in service books – regarding.
The GM (FP) /GM (Pers) /GM (BW) /GM (Estt), BSNL Corporate Office, New Delhi
for information and necessary action.
Monday, December 16, 2013
S/Shri K.Jayaprakash, General Secretary, FNTO, M.R.Vashist, All India President, BDPA(I) and D. Chandrashekaran, AGS met Shri S.C. Misra, Member (Services), DoT on 09.12.2013 on the issue of merger of 78.2% IDA for BSNL Retirees w.e.f. 01.01.2007. It was revealed that the Pension file was sent back by the DOT to the Dept. of Pension & Pensioners Welfare last week duly replying the queries raised by the Dept of P & PW.
Meeting by FNTO with Hon’ble Minister of State in PM (O) Shri V.Narayanasamy on 10-12-2013:
Friday, November 22, 2013
“Staff corner” a site dedicated for Central Government Employees report as follows:--
Government employees as well as public sector officials may have to surrender private phones and broadband connections and opt for MTNL and BSNL. The move is as part of the government's plan to improve the finances of the two PSUs. This fowwlows the model followed favouring Air India, by which the government officers, PSU executives and those working for autonomous bodies funded by the Centre are bound to fly. "They may be making losses, but MTNL and BSNL are public assets. We are working on this proposal as part of measures to support their revival," said a government official, defending the plan.
MTNL, which operates in Delhi and Mumbai, has been accumulating losses since 2008-09. In 2012-13, the company registered a loss of over Rs 5,300 crore on annual revenue of a little under Rs 3,500 crore. The losses for BSNL, as per unaudited results, were close to Rs 8,200 crore in 2012-13, compared to around Rs 8,850 crore in 2011-12. BSNL has been in the red since 2009-10. "The basic idea is to ensure that whatever money is spent by the government on telecom usage, it goes to BSNL and MTNL," a senior BSNL executive said.
The proposal has been sent for inter-ministerial consultations by the telecom department and if approved, it will be submitted before the group of ministers (GoM) that has been tasked to work out the revival of the telcos, highly-placed sources said. The GoM is headed by finance minister P Chidambaram. The Centre may also issue an advisory to the state governments to follow a similar line, "but we cannot ensure that they adhere to the proposal", a source said.
எப்படியோ நல்லது நடந்தால் சரி.
Thursday, November 21, 2013
தேசிய சங்கத்தின் வேலூர் மாவட்டத் தலைவர் திரு. விஸ்வநாதன் நேற்று இயற்கை எய்தினார் என்பதை மிகுந்த வருத்தத்துடன் தெரிவித்துக் கொள்கிறோம். அன்னாரின் மறைவு வேலூர் மாவட்ட சங்கத்துக்கு பேரிழப்பு.அன்னாரின் குடும்பத்தாருக்கும், வேலூர் மாவட்டத் தோழர்களுக்கும் நமது ஆழ்ந்த அனுதாபங்கள்.
மாநிலமெங்கும் நமது கொடிகளை அரைக் கம்பத்தில் பறக்கவிட்டு நமது அஞ்சலியைத் தெரிவிக்க மாநில சங்கம் கேட்டுக் கொள்கிறது.
Saturday, November 9, 2013
A recent survey has brought to light that as far as subscribers’s loyalty is considered, our BSNL stands second next to Airel. Please read the full report here
Saturday, November 2, 2013
Monday, October 21, 2013
(N.B) The recognized representative union has not studied the issue with proper perspective. Some of the affected employees of Tamilnadu Circle have filed case in CAT, Madras for cancellation of DOT’s letter dated 17.12.2008 and the FNTO is assisting them to deal the matter in the CAT, Madras.
Friday, October 11, 2013
Thursday, September 19, 2013
Wednesday, August 28, 2013
Friday, August 23, 2013
Thursday, August 22, 2013
ஏற்கனவேயே கருணை அடிப்படையில் நியமனம் என்பது அனேகமாக இல்லை என்றாகிப் போன நிலையில், இறந்து போன ஊழியர்கள் குடும்பங்கள் பல பிழைக்க வழியில்லாமல் திண்டாடிக் கொண்டிருக்க அவர்கள் துயர் துடைக்க தொழிற்சங்கங்கள் பலவகையிலும் முயற்சிகள் செய்தும் உரிய நேரத்தில் பலனின்றித் திணறிக் கொண்டிருக்க, நாட்டின் உச்சநீதி மன்றம் பொறுப்புகளைத் தட்டிக் கழிக்கும் நிர்வாகத்திற்கு மேலும் பலம் சேர்க்கும் வகையில் ஒரு அதிரடித் தீர்ப்பு வழங்கியுள்ளது. கருணை அடிப்படையில் வேலை என்பது உரிமை அல்ல என்றும் இறந்த ஊழியரின் குடும்ப பொருளாதார நிலையை எல்லா வகையிலும் ஆராய்ந்து அதன் பின்னும் அரசமைப்புச் சட்டம் 14 (சட்டத்தின் முன் அனைவரும் சமம்) மற்றும் 16 (அரசு வேலை வாய்ப்புகளில் அனைவருக்கும் சம உரிமை) இவைகளுக்குப் பாதகமில்லாமல் வேலை நியமனம் வழங்கப்பட வேண்டுமென்றும் தீர்ப்பளித்துள்ளது. இறந்த ஊழியரின் குடும்பத்துக்கு ஆதரவாக கீழ் நீதிமன்றங்கள் அளித்த தீர்ப்பை இரத்து செய்து இந்த தீர்ப்பு வழங்கப் பட்டுள்ளது. முழு விவரமும் கீழே உள்ளது.
Mere death of an employee does not entitle for compassionate appointment --- Supreme court
The Supreme Court has made a ruling that that death of a government employee in service does not entitle the family to claim compassionate employment.
A bench said that it is required for the competent authority to examine the financial condition of family of the deceased. The job should be offered to the eligible family member only if it is satisfied that they would not be able to cope up with the crisis. The person seeking appointment must also possess the eligibility for the post.
Mere death of a government employee in harness does not entitle the family to claim compassionate employment.
The bench allowed an appeal filed by MGB Gramin Bank which had challenged a 2010 judgement of the Rajasthan High Court by which one Chakrawarti Singh, son of a deceased Bank employee, was directed to be appointed under a scheme of compassionate employment.
Singh's father, who was working as a Class III employee with the Bank, had died on April 19, 2006 while in harness. Singh had applied for compassionate appointment on May 12, 2006.
The bench set aside the judgements of the High Court, saying, "The reasoning given by the single judge as well as by the division bench is not sustainable in the eyes of law."
It also said that "an ameliorating relief should not be taken as opening an alternative mode of recruitment to public employment". The bench said compassionate employment cannot be claimed as a "matter of right, as it is not a vested right".
It also said that every appointment to public office must be made by strictly adhering to the mandatory requirements of Articles 14 and 16 of the Constitution.
Article 14. Equality before law.—The State shall not deny to any person equality before the law or the equal protection of the laws within the territory of India.
16. Equality of opportunity in matters of public employment.
(1) There shall be equality of opportunity for all citizens in matters relating to employment or appointment to any office under the State.
(2) No citizen shall, on grounds only of religion, race, caste, sex, descent, place of birth, residence or any of them, be ineligible for, or discriminated against in respect of, any employment or office under the State.
(3) Nothing in this article shall prevent Parliament from making any law prescribing, in regard to a class or classes of employment or appointment to an office under the Government of, or any local or other authority within, a State or Union territory, any
requirement as to residence within that State or Union territory prior to such employment or appointment.
(4) Nothing in this article shall prevent the State from making any provision for the reservation of appointments or posts in favour of any backward class of citizens which, in the opinion of the State, is not adequately represented in the services under the State.
(5) Nothing in this article shall affect the operation of any law which provides that the incumbent of an office in connection with the affairs of any religious or denominational institution or any member of the governing body thereof shall be a person professing a particular religion or belonging to a particular denomination.
"An exception by providing employment on compassionate grounds has been carved out in order to remove the financial constraints on the bereaved family, which has lost its bread earner," the bench said.
The Bank had said during pendency of Singh's application, a new scheme dated June 12, 2006 came into force with effect from October 6, 2006 which provided that all applications pending on the date of commencement of the scheme shall be considered for grant of ex-gratia payment to the family instead of compassionate appointment.
This contention was rejected by the High Court which said the cause of action, i.e death of the employee, had arisen prior to the commencement of the new scheme and, therefore, the case was to be considered as per the then existing scheme which provided for compassionate appointment and not for grant of ex-gratia payment
Monday, August 19, 2013
The General Manager,