1: Indeed this is high time to invigorate the Planning and strategy being adopted by BSNL in this competitive market. I was shocked to read in WEEK MAGAZINE that in the year 2004 the profits of BSNL was 10,000 Plus has been dipped to 583 crores in 2009. This a classic example of Systemic change ans Systematic Collapse which is now happening with Air India. This is a high for introspection to PMO for fine tuning it strategy and bring the professionalism in and at the same time attempts shall be made to bring down the red tapism in its system at least while finalizing some critical decisions pertaining to business. Hopefully PMO would facilitate BSNL to regain its lost glory, although it is past.

Posted by: Hemanta Kumar Bhattu - 09 Feb, 2010

2: I am the Change Manager. I can serve the job best.. lol

Posted by: Asutosh Jaguri - 04 Feb, 2010

3: i want sex

Posted by: rakesh kumar - 04 Feb, 2010

4:We are reading about a navrattna company going down the ladder and you think of sex.What pervertion.

 A R Prabhakar replied to: rakesh kumar 
 post - 05 Feb, 2010

5: what the union miniser for communication is doing,if everything is to be get in view of prime minister,is not possible.Better Union minister should take responsible otherwise,put one good guy for this sector,this can be done by PM.Prime minister gi please take care of your people.

Posted by: charles - 04 Feb, 2010

6: B-BAD
S-SERVICES
N-NETWORK
L-LIMITED (UNLIMITED)

Posted by: AJAY - 03 Feb, 2010

7: BSNL worst hai mere liye.
BSNL- A TRUSTED NAME IN WORST SERVICE IN INDIA.
THANKS BSNL FOR CHEATING PEOPLES OF INDIA.

Posted by: AJAY - 03 Feb, 2010

8: Absolutely the workers asking for the change in management is a must particularly at Higher level where policies are taken. 12% share in a year is not incompetence it is calculated distuction of any company of the stature of BSNL. This need to be investigated and corrupt officials need to be eliminated.

Posted by: kamalkumar - 03 Feb, 2010

9: Only due to mismanagement any company goes in loss. Good management can do batter for their company in any type of situations. If management is expert, honest & fully devoted,then employees would have to be strictly honest & devoted the responsibilities. For reforming the system management should be changed & would have to be strictly honest the work. This efforts are really appreciable for betterment of the concern.

Posted by: sudha asthana - 03 Feb, 2010

10: Its not just management... when the employee union is suggesting change in the management, its also important to look at how the employees are performing to the best of their ability... do we have a job loss fear... do we want to excel in what we are doing...would define...
All the best...
GR Reddy - Husys

Posted by: Gr Reddy - Husys - 03 Feb, 2010

11:my dear, it is whole responsibility of management.bsnl lossing 12% market share in 2008-09.top level management could not focus on thier objective and goals.as i think bsnl is affected by politics.so PM should consider on employee's issue

 arvind replied to: Gr Reddy - Husys 
 post - 03 Feb, 2010

12: Amazing! The pot calling the kettle black!

Posted by: Downrightdaft - 03 Feb, 2010

13: atlast the dawn is coming being the no one player in telecom the markt share is detiorating only because of the old sick employees who r only fit to be in sick organisation its already started refelcting in the mkt value of bsnl
change management and bsnl will be unbeatable player of telecom mkt airtel being such young company is firing at bsnl which is the foundation of telecom industry in India
gear up president and do something

Its true in this age of globalisation merit should be taken into consideration rather than reservation bloody why not give reservation in heaven also

Posted by: sam - 03 Feb, 2010

14: The frirst step towards imrpoving oneself - either individual or an organisation is to accept that we need to improve. I am actualy delighted to see that this has happened with BSNL employees.
The change, if it has to come, is most of the times top driven - i.e., it is driven from top & very seldom the other way. Having said that, it is equally importatant for the mission to be accomplished is 100% participation of ALL employees. This comes thru' the 100% involvement of ALL employees. A point to note here is that it has come from Graduate Engineers , what about others. Are ALL the people of BSNL willing to embrace change ? This means that individually each employee has to change the ATTITUDE towards being courteous, more customer friendly, willing to help customer rather than giving excuses why a particular thing cannot be done under a stupid policy which is totally outdated in today's globalised world, etc.
In HR terms, often it is the Reward, rather than punishment which is more effective to improve the efficiency.
Couple of suggestions :
1)Stop recruiting people on the basis of reservation, b'coz reservation has no place in Globalised Economy - it is high time merit is given its due place.
2)Remove the draconian " Abhayahasta " - i.e., the arrogant job security to the employees despite some crimes ( not mistakes ) committed by them b'coz its a Govt. Organisation, no one can touch you however indifferent you are.
3) Introduce good performance incentive system to encourage employees to go out of the way to help customers
4)Do not allow the politicians & their chumchas to run this great organisation. Otherwise BSNL would follow its cousin - ITI which is the first PSU establised in country in 1956, today it is very pathetic if I visit.

Posted by: SUDHAKAR KULKARNI - 03 Feb, 2010

15: The Managaement and the employees of BSNL never tried to change their attitude in the changed telecom scenario. Private operators do the prompt sevice and rectify their mistakes. Where as BSNL never did.They never introduced customer friendly plans! They never bothered about solving customer problems. In a classic case of mine the BSNL disconnected my telephone(040-24066324). The BSNL sent exorbitant bills for thousands of rupees for a combo plan of Rs. 500/p.m. I have requested them that the system is not accepting the change of pin no. and that there is every possibility of misuse. They could not rectify the problem and having and never stopped sendingbills for heavy amounts.I ran from pillar to post. Ultimate result is disconnection. I ever paid my bills very promptly and in time for over a decade. No body is intrested to solve my problem. There appears to be some managers with vested interestes in the BSNL itself as they introduce flaup plans. How BSNL grows this way?

Posted by: D S BABU. - 03 Feb, 2010

16: bsnl wants the situation !thanks to private networks since it was only company which has to be knocked down totally !What fun those line man and exchange officers to sit and give a idiotic respect to the public ! gettin revenue must not be the only aim !Offers should be satisfactory to the public and dam sure when mobile number portablity touches people by march then this great will be knocked down totally gettin 55000 loss in revenue by 2010end+ and warning to bsnl LOW DOWN YOUR RATES TRY TO SERVE PEOPLE! STOP CORRUPTION! SERVICE THE PEOPLE FIRST THEN ONLY YOU WILL BE SERVED ! ITS WASTE OF TIME TO CRY FOR YOUR REVENUE ! You BSNL WANT THE SITUATION !You beggars FIRST TRY TO GIVE THE CANCELLATION DEPOSIT FOR THE LANDLINES FULLY DON CHEAT PEOPLE !You are appointed to serve the nation not to serve your packets alone. BSNL WAKE UP ! your 14 years of sleep has come to an end ah ah ah

Posted by: DINESH - 03 Feb, 2010

17: What would a professional management do? Fire all inefficient, corrupt & inept employees? Will the same union now asking for the "professional management" allow it? How does change matter if work ethics do not change? In an open economy customers are not interested in supporting such ineptitude, they only want value for money. Why should customers accept the QOS handed by BSNL employees?

Posted by: kundan malviya - 03 Feb, 2010

18: iam management student and and just want to sagest u that the system of BSNL must be change because today so many companies are there who offers attractive plane and in BSNL late service and even expansive also no one want to use BSNL seam card if people are using just because broadband so, it is about BSNL service and anther thing is there is corruption is organization no one is honest in their work me be due to lack of motivation factor but government should do some changes in services and managment then it can be possible that revenue will increase . it is just a view of a student who is now in learning period . thank you

 md. ejaz ansari replied to: kundan malviya 
 post - 03 Feb, 2010

19: No wonder, as usual,the Management Team has to take the blame for everything that goes wrong with BSNL. It is an uphill task to get any work, however small, done at BSNL. Private telecom players therefore score over BSNL due to their better and prompt service.

Posted by: Krishnamurthy - 03 Feb, 2010

20: With the type of services provided by BSNL it is no wonder that they have reached this situation.I was literally at my wits end to get a particular type of service cancelled by BSNL.In rural areas phone services are literally with the linemen and exchange in charge.

Posted by: Venkateswaran - 03 Feb, 2010

21: when most employees work very little what else could one expect but the decay of the organisation especially when pitted against fierce competition by the private sector. however there are some who work but they also share the bad comments. best thing would be to join where it pays better by leaving their present jobs if they are worth their salt. shortly this happens to every department when pitted against private sector which pays only on merit and discourages those not working.

Posted by: ravisankar - 03 Feb, 2010

22:and why do you think most employees work very little
it is because there is no performance analysis.
Whether you work hard or not you get the same benefits as the employee who comes at 1 pm drinks tea and goes at 4 pm to home.They dont have an appraisal system. Obviously people will loose their motivation. Their needs to strict rules about office timings,quantity of work etc . I am saying all these because my mom used to work there and i have been to their office a number of times.Everytime i visited there i used to be amazed at the way people were wasting their time and no one was noticing.This is a long going process and it needs serious changes and motivations

 shuchi replied to: ravisankar 
 post - 03 Feb, 2010

23: Employees are toys for the senior goverment officials...Governement is playing it all .....big business make money out of poor man Ideas like IDEA mobile network service providers....They may even make you deprived of life if they get million worth idea in the international market...Do u know how many patents government got last year?

Posted by: VirtualAHuman - 03 Feb, 2010

24: Well Guys BSNL is not that bad at providing services the only drawback here is the lack of proper planning ,marketing of services and a very bad attitude of a small group of people to fulfill their personal motives and internal politics (typical Govt Setup) at top notch level,which is leading to the demoralising of the new and young working group.

BSNL has the latest technological infrastructure and highly talented manpower but lack of HR management and aggressive marketing and good managers and motivation levels of employees(Salary issues , Transfer policies and promotions) all these issues are leading to the dipping in net profits and individual performances.

My Best Wishes to the No.1 Telecommunications company of India.

Posted by: crome - 03 Feb, 2010

25:Right said, crome and chandan rekhi. BSNL was the one to bring telecom revolution in india. Private companies are also poor at customer service. As said by crome, BSNL needs efficient training and motivation. They have got talented man power, Someone needs to charge the battery at BSNL.

 mayur replied to: crome 
 post - 03 Feb, 2010

26:Sorry to differ. Look at the attitude of the officials and workers of BSNL when your telephone or BB goes out of order which itself is enough to apply for a Airtel connection. BSNL officials till think they are the Babus and poor ordinary man will suffer their inefficiency silently.

 Kumar replied to: crome 
 post - 03 Feb, 2010

27: Mr. Kumar keep ur eyes open. There is no issue in this whole world that can't be resolved. When the Airtel BB or telephone bill comes out to be larger than expectation then their CCEs dnt even bother to listen to the person whereas if the same happens in the case of BSNL, they can give u a satisfactory amount or percentage of rebate on ur bill. Dnt forget BSNL is the first company to introduce automatic exchanges, STD/ISD, Internet, Broadband with highest speed and now IPTV and 3G system with affordable costs. I agree with Mr. Crome that BSNL does not have a proper HR management system .

 Chandan Rekhi replied to:  Kumar 
 post - 03 Feb, 2010

28: Good.Atleast these guys started to realize something....

Posted by: GMA - 03 Feb, 2010

29: keep up the good work guys...

Posted by: shubham - 03 Feb, 2010

30:keep up man don't give up

 jugnu gupta replied to: shubham 
 post - 03 Feb, 2010

31: Very Good HINDUSTAN JAAG RAHA HAI.
FRIENDS AAJ QASAM KHA LO KABHI RISHWAT NAHI LENGAY CHAHE KISI BHI GOVT SERVICE MAIN HON YA PRIVATE.

Posted by: S Mohammad Mutahir - 03 Feb, 2010

32:GOD BLESS. I HOPE THAT U'LL REMEMBER THIS QASAM OF UR'S EVEN AFTER BEING THERE. IT REQUIRES A LOT OF SELF BELIEF AND COMPOSURE.

 Rahul replied to: S Mohammad Mutahir 
 post - 03 Feb, 2010

33: Thanks Rahul
Allah give you true path

 S Mohammad Mutahir replied to:  Rahul 
 post - 03 Feb, 2010

34:RISHWAT LENE BAHUT BHURI BAAT HAI HAME LIFE ME KABHI BHI RISHWAT LE KAR KAAM NAHI KARNA CHAHIYE.

"HONESTY IS VERY GOOD HABIT"

 sn yogi replied to: S Mohammad Mutahir 
 post - 03 Feb, 2010

35: Hey, no point in telling them to work sincerly and efficiently because almost all of the government employees dont know the meaning of it. They have a long term job, money under the table and the bossing then who will care about others.

We should have our young generation in to change this system. Should have some good educated and talented guys to serve the nation. But dont know when it will happen but I tell you for sure the process already begun.

Posted by: Ravindra Khaire - 03 Feb, 2010

36: All of u people should think before posting comments. U r trying to compare the private ISPs and telecom providers with BSNL, which are buying the lines from BSNL and selling the same in double and tripple rates to the subscribers. BSNL is offering starting frm Rs 250/month with the speed of 2 mbps. Can anyone tell that which private ISP is providing such high speed at such low rates or even high rates? Airtel is not providing this speed at even Rs 1000 or more plans. Kindly check the statistics in the market and then talk. People should encourage our state run telco and also our govt. in order to take suitable steps to cover up the loss and boost up the revenues.

Posted by: Chandan Rekhi - 03 Feb, 2010

37:If they are best of services at cheapest rates, then why they are suffering with these losses? Then why the companies using their lines are increasing their market share when their they are losing it? The answer is simple, they lack attitude and professionalism. In todays world, the best product is not the guarantee of best results. Services you provide to your customer, troubleshooting and attitude is what each and every customer is looking for. Being a marketing executive, my job is not only constrained to sales but also to look into after sales services, and thats where they are lacking. Being the pioneer in the Indian telecom industry and ruling it like an undisputed king for, they will not lose the market in vague, but the its high time that like those are mentioned in the article should be implemented quickly to turn the No.1 telecom company in country to no.1 telecom company in customer satisfaction.

 Rahul replied to: Chandan Rekhi 
 post - 03 Feb, 2010

38: You should understand this that time is changing and so is the attitude of the people. The companies using their lines are increasing their market share coz people have their mind set that govt. services are poor and private operators provide best services, so go to the private one. If people look positively towards our country everything would go positive.

 Chandan Rekhi replied to:  Rahul 
 post - 03 Feb, 2010

39:Chandan,

Now a days whatever pricing we are getting from the private vendors is not that much compared to the service they are providing, you can complete any of the related task on phone but in case of BSNL you will have to visit the branch personally for quit a few times, really pathetic service they have.

All of us dont have enough time even to play with our kid, who will go and stand their to see their drama. Do you agree guys?

 Ravindra Khaire replied to: Chandan Rekhi 
 post - 03 Feb, 2010

40: Start working sincerly and efficeintly. The all ills can be rectified to a certain extent. Interference by the politicians also to be stopped. Then we can see sea of change.

Posted by: T.S.Ramakrishnan - 03 Feb, 2010

41: Gud step taken. Atleast something is tried. BSNL might not be giving good on the desk services but as far as data and voice communication services are concern they aint bad at all. Just a right step in desired direction could change a lot.

Posted by: Varun  - 03 Feb, 2010

42:I am agree with Varun. I can see that the rate of Unsincerity increases from top to bottom In the corporate hierarchy of BSNL. Also the curruption and unnecessary expenses from executives is more than actually needed.
Actually BSNL has best of Infrastructures compared to other service providers.The only need is to use it efficiently and effectively.

 Rakesh replied to: Varun  
 post - 03 Feb, 2010

43: What would a professional management do? Fire all inefficient, corrupt & inept employees? Will the same union now asking for the "professional management" allow it? How does change matter if work ethics do not change? In an open economy customers are not interested in supporting such ineptitude, they only want value for money. Why should customers accept the QOS handed by BSNL employees?

Posted by: SPG - 03 Feb, 2010

44: BSNL is stealing Ideas from people and selling it to big business...who cares ...politicains make money...Private service providers are buying it from BSNL and stealing lot more...each dialogue we say through mobile is a dialogue in films...Ultimately rich will survive and poor will loose

Posted by: VirtualAhuman - 02 Feb, 2010

45:But who is selling it to the pvt sector? Everyone knows where the fault lies. customers want value for money.
Time bound deliverables should be given at the area heads/directors.
Clear deliverables for the respective area/region head should be posted on the website with time lines.

customer audit of both accounts and services should be done once a year. This should be made as part of the directors annual performance review exercise.

if they fail they should be removed and not just suspended. Can BSNL do? is there a political will to save BSNL? if yes they have a chance to survive or they are on the slide.

There are many effective ways of bring backBSNL on track.

 randy replied to: VirtualAhuman 
 post - 03 Feb, 2010

46: Employees are toys for the senior goverment officials...Governement is playing it all .....big business make money out of poor man Ideas like IDEA mobile network service providers....They may even make you deprived of life if they get million worth idea in the international market...Do u know how many patents government got last year?

 VirtualAhuman replied to:  randy 
 post - 03 Feb, 2010

47: Good job. Finally things will improve!

Posted by: namrata - 02 Feb, 2010

48:quit satisfied with namrata, to bring necessary changes and to survive in cut throat competition one must update himself regularly, be it the technology or the management.

 amit replied to: namrata 
 post - 03 Feb, 2010

49: How is that possible. I am user of both BSNL and a private provider broadband user. BSNL in my home at my home as there is no service in that street, and Airtel at office.

BSNL 512 KBPS unlimited, I pay 1704 rupees per month with no outgoing calls inclusive of modem rent, tax, and deposit amount.

where as Airtel 1 MBPS for just 800/- (first 5 GB @ 1 MBPS and more than that @ 256 KBPS. inclusive of all taxes, modem rent, deposit, etc. and above all no installation charges.

Almost 1000 rupees difference from BSNL and Airtel and how can their shares come down

Posted by: Yog - 02 Feb, 2010

50: I guess this is the first time a government run enterprise has shown boldness and willingness to move ahead from their helpless state. This I guess is the first instance where I can say that a govt company is learning a lesson from globalization and liberalization. Hope the same happens in every state run enterprises.

Posted by: Sarsij Nayanam - 02 Feb, 2010

51: As a consumer i would like to say some for the management and the Employees of BSNL
Please give more attention to maketing the simple prepaid and post paid services am a BSNL user and am receiving a plenty of adv messages of Airtel and Aircel,how irritating is this,kindly stop this first,secondly .while BSNL board gives permission to lay Towers of other services providers in nook and corner why can they increase the counts of the BSNL towers and base stations?every one who uses BSNL will have a feed back "very very poor network coverage" please note this!

And for the BSNL employees when u fight for the change of management kindly first change yourself please use only BSNL cells, internet and so this will make u all realize what to do next atleast and then do blame the management.

Posted by: Santhosh - 02 Feb, 2010

52: There may be a grain of truth in what the employees say.Professional management of Govt. profit-centres has to take place in order to sustain and grow.But, we may have the other side of the coin to think about as well.The BSNL employees are a unionised lot and they have been used so much to collective bargaining, at times for unreasonable causes.Their mindset should also change in keeping with times if they really want BSNL to retain market share and grow.Will they do it is the moot point.

Posted by: J Sundarrajan - 02 Feb, 2010

53:To the part of other side of the coin i wish to highlight only if the old brash and disgusting political head are removed from all Govt run profit centres & public welfare organisations that there will be a good union as well as good profit running business. Instead of privatising govt establisement it is better to replace professionals at board levels with autonomous powers (i.e. without politicians hold)

 Varun replied to: J Sundarrajan 
 post - 02 Feb, 2010

54: Thx Varun for that comment.I quite agree with what u have said.In fact, all Govt-run businesses would be better off without the political babus influencing the decision-making.

 J Sundarrajan replied to:  Varun 
 post - 02 Feb, 2010

55: Mr.Dhayanidhi maran is best for IT minister, so kindly get advice from him..

Posted by: palani.k - 02 Feb, 2010

56: Good, but will our BSNL employees be able to withstand professional management?

Posted by: wills - 02 Feb, 2010

57: No need to go to PM directly.What he will he do,will take advice from comitee

Posted by: vaibhav - 02 Feb, 2010

58: thats good. what has life come to in India. You need to go to PM for anything you need to be actually done.

Posted by: shiny - 02 Feb, 2010

59:I have a land line cum broadband connection.
The connection is down from last 5 days and the staffs are saying that it'a bcz of cable cut done during road repair.
Can you expect the same reply from a private ISP.
I don't think so.
These are the reasons the market share is going down not the bad management.
BSNL enggs: first look at these issues than proceed to the management.

 Hrushikesh-23510008 replied to: shiny 
 post - 02 Feb, 2010

60:It is not the management, it is employee at ground level who is responsible for BSNL bad performance. They are not courteous, ill-mannered etc..... as a result of which customer do not prefer BSNL. Customer service and response time is too long and torturing. So instead of changing management employees should introspect and change their priorities.

 Amrendra K Singh replied to: shiny 
 post - 02 Feb, 2010

61: Well said. The customer service and ground staff are all ill mannered and lazy pointing fingers at one another. Can you imagine both the internet and land line is out of service for two weeks and the billing for the same is prompt. Disgusting service. Employ young professionals who are out looking to enter into this sector who I am sure will be willing to serve better with good attitude.

 kumar replied to:  Amrendra K Singh 
 post - 03 Feb, 2010

62: DEAR YOU SHOULD VERY CLEAR ON THE MATTER OF CORRUPTION THAT IT STARTS FROM TOP LEVEL AND GOES DOWNWARDS. IF TOP LEVEL i.e. THOSE WHO HAVE ALL THE ADMINISTRATIVE POWERS WOULD HONEST NONE OF THE LOWER STAFF DARE TO THINK ABOUT DISHONESTY.MAY BE YOU DONT HAVE ANY IDEA ABOUT THE ADMINISTRATION OF BSNL,THIS IS FOR YOUR KIND INFORMATION THAT BSNL IS RUNNING BY THOSE WHO ARE NOT THE PART OF BSNL,THEY ARE ON DEPUTATION WITH ONLY MOTO:DITCH IT AND RUN AWAY.

 SHAILENDRA SAHU replied to:  Amrendra K Singh 
 post - 02 Feb, 2010

63:True, but still it is doubtful that the work will be done.

 vishnu vardhan replied to: shiny 
 post - 02 Feb, 2010

64: Same should be applicable for MTNL as well....

 anil tiwari replied to:  vishnu vardhan 
 post - 02 Feb, 2010

65: If BSNL needs to get back its share in the market. It doesn't need a change in management the first thing is it has to improve on its customer services. Mr.NJP Shilohu Rao, you guys should take initiative to treat customers well, instead of showing carelessness. Improve your call centers. Your broadband call center in out sourced in Bangalore. If at all we are lucky we get connected to a representative and he/she bothers least to answer to a query. Behaves as though he is a government employee and most of the times the background talking shows that he/she is operating from a fish market place. If you guys really got to increase your market share then improve your customer service. Also respect NDNC norms and regulations. When a number is registered under NDNC please dont disturb them by sending Ads through SMS. It's just senseless. Hence this makes your customers to migrate from BSNL to other operators. BSNL is one of the well established enterprise so please respect your customers first and then the increase in users follow. You lose nothing but gain back the glory if you treat your customers better.

 Shiva Kumar Reddy  replied to: anil tiwari 
 post - 03 Feb, 2010

66: I agree with you Shiva. In fact all the government sectors are like that they will never care or respect their customers. I will say these government employees should also have quarterly test or performance review as we all do have in private sectors. that way it will help our nation to save some good amount of money on any non educated careless people. That is the only way for India to improve economically in the international market as well. What you say guys?

 Ravindra replied to: Shiva Kumar Reddy 
 post - 03 Feb, 2010

67:how professional are the so called professional managements, the amount of bribery, red tapism in private sector is abundant and the professionals have a different way of doing the same thing that the current Govt. Officials do. thats the only difference. And having worked with BSNL and other pvt. telcos, and as others have posted, BSNL does need to change, so the change can be brought about by the employees, if each one executes hi/her job efficiently and the Govt. Sheds excess baggage BSNL carries, inducts new recruits, based on Quals and merit than on Quota and what not, BSNL will be able to beat the rest. Ushering in Performance evaluation systems will beget much more fruitful results. Most of the problems are not due to bad management, since people not competent enough cannot be sacked that easily in Govt. Services, problems are due to incompetency. BSNL is a good organization with loads of incompetent personnel. so the plethora of problems for it.

 Lonewolf  replied to: Ravindra 
 post - 03 Feb, 2010

68: It is unfortunate that a supposedly enlightened body within BSNL should resort to such a stance. In my experience with the BSNL during the last 25 years, I have seen the telco emerge as a technically stronger player and give the private players a run for their money. No doubt there are certain recalcitrant trends that inhibit the adoption of change in tune with market realities, more so the consumer preferences. From having to bend to the P&T Department diktats, now the customer has definitely a much more friendly service provider and a say in the schemes to be availed, BSNL more often than not provides much more value than the customer realizes.

Shout as one might from the rooftop, about the private players, there is definitely - in my experience, a great change towards becoming customer friendly in a true sense with BSNL over the past decade. The juggernaut has changed course admirably. My impression is that, barring executive management level, the compensation structure (CTC) and the service conditions are better in BSNL than the private players.

I believe the comparison with Air India is iunfair. In terms of professionalism, BSNL definitely ranks on par with private players - remember that in private sector there is visible performance based rewards which perhaps is unavailable in BSNL. Very limited scope for accelerated promotions that leads to either higher level of attrition at middle management level. The private sector need not manage the threat of concerted actions as in the public sector. The BSNL has to contend with a variety of conflicting interests from influential sections of the populace. And yet perform.

The employees grow with the organization and not without it. And what they sow today is what their children will reap tomorrow.

What is perhaps required is the creation of an image amongst the stakeholders that BSNL is indeed gearing itself to the changes required to meet the competition through focussing on customer delight and thus enhance its visibility.

 Seshadri  replied to: Lonewolf 
 post - 03 Feb, 2010

69: bsnl with their best infrastructure,and large training technical work force,with best systems and procedure.with right man on TOP could bring miracles. PM and others should take note of this and act.

 kris   replied to: Seshadri 
 post - 15 Feb, 2010

70: thanks all, for ur suggestions and compliments
there r too much limitations with BSNL ,still much employees have the previous thinking that customers would feed us then only we r going to serve them.
but this problem is mainly with low level employees
Management is more curroupted sice most high level officers are managers of that period when there were nighter competetions nor globalisations

 dilip  replied to: Seshadri 
 post - 03 Feb, 2010