The meeting with the Associations/Unions held on 02-01-2014
The meeting with the Associations/Unions was started at 10.30 AM with the welcome
speech by Shri. George T. Mathai, Sr. GM (HR &Admin). After conveying his New year greetings
Sr.GM mentioned that the meeting with the Unions & Associations on behalf of CGM was tried
during the last year itself. In the 4thqtr our progress is on the higher side considering the higher
target set by the CGM. During the past months under the leadership of our CGM we were
performing well. During the past year, after the monsoon, the faults escalated to 80,000. With
the consistent and meticulous monitoring put in by our CGM and persuading the SSA officers by
him had resulted in reducing it to 40,000. Similarly by monitoring the fault position the long
pending cases which were pending for more than an year were given special attention. Now it is
brought down to less than 3 months. In the provisioning side also care has been taken. Call
centres were established for better customer satisfaction, CSCs were upgraded, and output was
monitored on daily basis. And in marketing front strengthening of the marketing channel was
given attention. All those were possible with the help of IT tools developed by IT wing. CGM has
brought a concept of smart working. He added that Circle office was able to procure 5 pair
cables as well as drop wire with their constant persuasion. Orders for Power plants have been
placed. Tenders for procurement of batteries will be finalized on the priority basis. He also
stressed the need for team spirit in work among employees. Sr.GM concluded his welcome
speech by giving a suggestion that the forthcoming discussion should focus more on how to
increase the revenue.
After the self introduction by the participants, CGM in his address, welcomed all the
participants. He pointed out that it was a step towards participative management. Also it was
the beginning of a consultative process and to elicit ideas from the ranks and deliberating them
at the management level and implementation of the suitable ideas. CGM pointed out the prime
status of Kerala Circle in BSNL. He mentioned that the results of 3 quarters showed that BSNL
Kerala had improved its performance in CM vertical. We are doing well in the CFA vertical and
in EB also we are doing a good business. He expressed his hope that with the cooperation of all
the members, this year, Kerala circle can make a profit of 500 Crores. CGM pointed out that
Kerala Circle is a healthy circle having a right and fertile ground, having a benevolent customer
base and a committed, knowledgeable workforce. Considering the fact that it is the last leg of
his service he wished to put all his efforts and he declared that his aim is to make a profit of
Rs.1000 Crores for BSNL. He mentioned that most of us are trained in the Government
atmosphere where, sticking to the rules is more important than the end result. We are not
profit oriented but rule oriented. CGM enquired whether we are service oriented, whether
shouldn’t we have a self appraisal regarding our team structure. CGM also pointed out the
mission and vision of the organization and the significance of the Mahatma’s words on the
customers. It was also pointed out that all the participants would have different objectives
which might not become synchronized. In such situation the personal objective takes priority.
In such instances sacrifice is required to mold our personal objective so as to synchronize it with
the objectives of the group. We are here to create a document by sharing ideas which will be
beneficial, acceptable to all for the benefit of customer and to generate higher revenue. It was
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requested to review the presentation on Smart working and to express their views. After that
the presentation on Smart working was delivered. The session on smart working discussed the
following points.
Formulating our marketing & selling strategies based on the ARPU, Profiling/
Segmentation of the valuable customers, Exchange wise BB penetration and efforts to be taken
for increasing it to 30%, Action to be taken to provide LL, BB, FTTH connections to the
occupants of high rise buildings, Optimization of the existing situations and resources, Priority
to be given to Class A, B, C, D and E Customers while clearing the faults, Long pending faults are
to be taken care of, Priority is to be given to NPC with BB, the need to strengthen the Business
Intelligence Unit etc.
As part of leveraging IT, a software tool for the Best Plan selector has been initiated in
CSCs. Software for monitoring the expenditures in, such as Medical, Electricity Bill etc is being
implemented. The data pertaining to the all aspects such as Revenue, Marketing, Inventory,
Faults, Developmental activities etc can be made available in the dashboard. Retrieval of the
fault position was explained with data from dash board. CGM appreciated the work of IT team
and SDE (Sys) for developing the dash board.
As part of Smart working practices in Kerala Circle Call centres are opened in all the
SSAs, CRC have started working in SSAs and Circle office. As part of CRC activities, periodical
Contact is being maintained with high ARPU customers. It is the responsibility of CRC to adopt
all ways and means to bring the customers back. CGM stressed that retaining a satisfied
customer is more beneficial than acquiring a new customer. For Class A customers –DE, Class B
Customers – SDE and Class C Customers –JTO will function as customer relationship managers.
Other initiatives as part of SMART working include, giving awards to the best SSA, CSC,
franchisee, division, Telecom Mechanic etc. Some of these are already implemented and some
are in pipeline. Training is also being imparted on customer relations and product awareness, to
franchisees as well as staff. Employee incentive scheme has been already initiated in all SSAs.
BSNL being a commercial organization, CGM stressed the need for giving priority to Class A to D
customers even though others are equally important. The various plans in Land Line are to be
analyzed and priority to be given to high revenue earning plans and methods should be
adopted to promote them. Customer should be informed about the termination of a particular
plan and should be advised about an alternative scheme. In Broadband also the customers
should be advised to opt better plans based on their usage pattern. Make the customers aware
of the standalone plans.
CGM expressed his hope that with the co-operation of the field units the targets can
certainly be achieved. Suggestions from the participants were invited based on the
presentation. After the discussion CGM invited the views of the Unions/Associations.
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Sl No
1.
2.
Points Discussed
CS (SNEA), pointed out the forced
activation issues with content
service providers, especially the
automatic deduction for PRBT. He
mentioned that the existing
mechanism by giving SMS to
deactivate the PRBT service as
ineffective.
Issues with Hungama Bill
deduction
1. Circle Secretary -SNEA
Decision taken.
GM (NWO-CM) informed that a mechanism
had already been initiated for imposing fine
on such type of activities and it has enabled to GM (S&M)-CM
bring down the same.
Detailed note to be given to GM (S&M)-CFA
GM (S&M)-CM informed that Only 2000
customers are there in Post paid 700
unlimited data plan. Only 20 to 40 complaints
were received so far. System people already
gave instruction to SSAs. Already intimated
these customers through mail. CGM
instructed to examine the case and to take
appropriate action.
3.
Prior intimation to be given to the
customers before
stopping/modifying a particular
plan. (Case post paid 700
unlimited data plan)
4.
For Service phone connection bills CGM instructed to issue Bill through Email for
to be avoided.
all service connections
5.
Stand alone Data plans to be
introduced
6.
7.
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No Repair mechanism for the BB
modems and splitter
Cable locators to be provided for
each Division
Better computers, printers and
Scanners , Laptop (for CAT-1 &
CAT-2 CSC s ) to be provided for
CSCs
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There is acute shortage of
materials especially Cable
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Poor battery conditions in nonBSNL sites
Action By
CS -SNEA
GM (S&M)-CM
GM (S&M)CFA
GM (Fin)
GM (S&M)-CM
GM (S&M)CFA
A complete review regarding the issue to be Sr. GM(NWO)taken up.
CFA
A complete review regarding the issue to be Sr. GM(NWO)taken up
CFA
Based on the feedback from customers it was
agreed to take up the case.
A complete review regarding the issue to be
taken up
For Proper utilization & accounting of
resources, tracking of the cable usage through
Dashboard to be ensured.
CGM intimated that Kerala Circle had put
enough pressure on this matter at Corporate
office.
Issue to be taken up
Sr. GM replied that the tender has been
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GM (S&M)CFA
Sr. GM(NWO)CFA
Sr. GM(NWO)CFA
finalized.
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TMs are not properly trained to
CGM instructed to take action on it.
do the cable work
Network congestion due to acute
shortage of BNG and PE Routers
Case is already taken up with Corporate office
to be addressed.
2. Circle Secretary - AIBSNLEA
Remedial action to be taken to
maintain our CFA segment.
Methodology for locating cable
All Unions/Associations to give separate notes
fault to be digitalized and new
about their opinions. This will be examined
gadgets to be procured
and action will be taken.
Division-wise.
Unused cables and spares to be
identified.
Suggestion may be considered positively.
DGM (OP) Clarified that all Sub Divisions should
Fault rectification process is
maintain two records. One for recording long
slow, cable pair retrieval is to
pending faults and other for recording long
be done.
pending NPC orders. Periodic review to be
done by JTOs and SDEs concerned.
Franchisee retailer network is
not fully utilized by BSNL. Sale GM (S&M-CM) clarified that S&D policy is being
of SIMs can be made more followed and periodical meeting are being
efficient through BSNL network conducted with franchisees and any complaints
such as CSC etc. Marketing can be taken up if reported.
wing/Unit should ensure the
legitimacy of franchisees.
Damage of cables due to NH Damage of cables due to road widening, works
work in Palakkad SSA.
by other departments etc. to be minimized by
proper monitoring and patrolling.
There is Shortage of micro SIMs GM(S&M)CM told the shortage is not there
and nano SIMs.
and 10-15,000 SIMs are available and already
allotted to SSAs
Self care portal is to be It is being incorporated.
popularized.
Action may be taken to stop GM (F) reported that instructions in this regard
sending hardcopies of monthly are already given.
Accounts Statements, instead
softcopies to be sent
Shortage of cable pair is DGM(OP) to take up the matter
affecting Landline connection
in TVM International Airport
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GM(HR
&Admin.)
GM (BP&IT)
Sr. GM(NWO)CFA
Sr. GM(NWO)CFA
GM (S&M-CM)
GM (PGT)
GM(S&M)-CM
GM(S&M)-CM
GM (F)
Sr. GM(NWO)CFA
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Scientific scheme to be Customer Retention cells are functioning
introduced to bring back the effectively in Circle office and in all SSAs.
customers.
CGM clarified that for faults up to 7 days
rent rebate is there. For retention of
customers, quality service should be provided.
According to volume and loyalty suitable
discounts will be worked out.
Sr. GM(NWO)CFA
3. Circle Secretary – BTEU BSNL
CSC at Circle Office to be Matter has been taken up with Civil Wing
GM(S&M)-CFA
revamped
Non availability of Spare parts Matter has been taken up with ICOMM
GM(NWP)-CM
to rectify WIMAX Complaint
For Cable work and External CGM Clarified that we have got a rich human
plant maintenance - to utilize resource and instructed to arrange training
the services of efficient people program for TMs.
GM(Admn & HR)
who had retired having
thorough knowledge of the
system.
Optimal space management in Efforts and actions are in progress about the
buildings
concerned issue like space auditing
GM (L&B)
optimization etc.
External plant up gradation is CGM informed that all efforts are being taken
Sr. GM(NWO)needed
to revitalize the network.
CFA
4. Circle Secretary -BSNLEU
Instructions are to be given to CGM instructed to conduct similar meetings
all SSAs to conduct this type of with all Unions/ Associations in SSA level too
SSA Heads
meetings
Shortage of materials should Relentless efforts are made and it paid results
Sr. GM(NWO)be addressed to Corporate for CFA segment. We have also procured 5
CFA
Office
pair cables.
Important and high calling GM (S&M)-CFA informed that high rise malls,
customers are to be identified
potential customers were specifically identified GM (S&M)-CFA
.SSA-wise list has been prepared.
It was suggested to develop a CGM explained that each and every employee
team of officers of DGM/GM is influential and should start the marketing
level in each SSA for visiting the at their own level and start doing it.
high class customers.
The marketing wing is in touch with various
organizations like Rotary club, Lions club etc
GM (S&M)-CFA
for presenting our activities. Also software
institutions like Techno park has been visited
and our officials are in touch with the
personnels
there
to
enhance
our
marketing/business activities. EB is meeting
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corporate customers. We have recently met IT
Secretary, KSEB, VSSC etc. for improving our
CFA section.
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Since BSNL is reluctant to sign a
service level agreement , many
channels and the press are now
not with with BSNL
Faults are closed without
attending
CGM assured that suitable action in this regard
will be taken and informed that an agreement
was signed with all major banks including
private banks.
DGM (OP) clarified that there is a well defined
fault and redressal mechanism (198). With
respect to repeat faults inspection by the
JTO/SDE to be done.
TMs should attend the faults and see that the
faults are rectified before closing the docket.
be CGM instructed to examine the case.
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IVRS system has to
simplified.
Customer satisfaction has to be
analyzed
wrt.
Broadband
helpdesk 12678
Poor quality of Teracom
modems
In the 100 days program, BB
has improved but in FTTH,
CDMA & Wimax progress is not
there and should be analyzed.
CDMA Marketing is poor in
Kerala Circle
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Repair of FWT instruments
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Frequent
interruption
Broadband
in
CGM instructed that 12678 to be centralized
and more effective
GM(S&M)-CFA informed that the issue was
already addressed and the vendor has agreed
to replace the faulty Modems. Intimated the
same to all SSAs.
CGM informed that Kerala Circle is one of
the best Circles in FTTH and Wimax
provisioning.
Procurement of Low Count fibre is in progress.
GM (S&M)-CM informed that all the issues wrt.
Wimax will be settled fully within the time
frame.
GM (S&M)-CM Informed that there is good
positive trend in CDMA. Nearly 20-25000
postpaid connections are converted to prepaid
and are being recharged. Category wise high
revenue customers in CDMA are addressed as
per the priority.
CGM instructed to have a review of the repair
of FWT instruments.
GM (NWO-CM) informed that IFWT
maintenance is on.
GM(S&M)-CFA informed that BB traffic is being
monitored and equipments like BNG and PErouters are required more in number for Kerala
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GM (S&M)-CFA
Sr. GM(NWO)CFA
GM (NWO)-CM
GM(S&M)-CFA
GM(S&M)-CFA
GM (S&M)CM&CFA
GM (S&M)-CM
GM (NWO-CM)
GM (BP&IT)
Cable damage is a key issue.
Damage of cables by other
departments/private
parties
should be addressed.
Regular cable maintenance to
be ensured, For retrieval of
cables division-wise team to be
set
up.
Systematic
arrangements to be made in
the SSAs.
Coordination at each level is to
be ensured.
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Implementation of DCRMS
should be with the cooperation
of all the staff.
Circle. Case is pending with Corporate Office.
With the increase in the BB consumers, a 2
year & 5 year programme has been finalized
and requirement of network elements are also
projected for minimizing the issues. The
existing traffic is also being analyzed and
efforts are being taken for diverting traffic in
case of congestion.
A Task force is to be constituted for
monitoring/rectifying major Cable damages.
CGM stressed that when BSNL property is
damaged the staff should proceed against the
perpetrators.
SDE (MC) pointed out the concept of ‘Dial
before you dig’ should be re-introduced and
CGM agreed to it.
Suggestion for a suitable mechanism to be
introduced for the retrieval of cable pair and a
wing to be formed headed by DE in each SSA.
DGM (OP) informed that District Chief of
departments (PWD/EB/Water Authority) was
contacted at GM level. For reducing cable
damage, pre-planning and patrolling should be
done. Guidance in this regard to be given to
SSAs.
CGM instructed that JTO/SDE should be in
liason with departments like PWD/EB/Water
Authority etc. FIR should be registered for
cable damages.
CGM instructed for a circle level group
consisting of members from each
Association/Union with the objective to
improve the external plant and operational
activities in the external field. The details of the
committee members are in Annexure-1.The
committee should have three sittings and
report to be furnished before the end of
February.
GM (S&M)-CFA:- Digital Cable Record
Management System (DCRMS) has been
launched as pilot project at Vellayambalam.
This will help to identify working pairs, good
pairs, for efficient fault management and
marketing. Training has been given to DGMs,
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Sr. GM(NWO)CFA
GM (S&M)-CFA
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DEs and SDEs.
CGM informed that this is an ambitious project
and the issue will be discussed in the SSA Head
meetings to involve all level of employees
connected with the work.
5. Circle Secretary –SEWA BSNL
About change in data plans A review regarding the issue to be taken up.
data card users are not getting CGM instructed that electronic means should
SMS. They should be alerted be widely used.
with Emails.
DGM (TR) informed that 40% email ids are
collected.
CGM instructed to start giving Email alerts to
those who have given Email IDs. Postpaid
customers should be given priority while
intimating.
Retrieval of cable pair from the CGM instructed to explore the possibilities.
middle of the tarred road is not
possible. Possibility of giving
OH
lines
to
important
customers may be considered.
Measures to be taken for Measures are already adopted
procuring sufficient drop wire.
6. Circle Secretary - AIGETOA
More focus to be given for CGM instructed to examine the matter.
advertising our products as CGM clarified that a request has been made
being done by our competitors. to CO for giving autonomy to CGMs so that
the Circle can be flexible in providing freebies,
plans etc
Wi-fi facility to Wimax modem CGM instructed to examine the matter
is to be considered.
Display of BSNL products in CGM supplemented that it should be taken
the CSCs.
care of and is to be monitored.
For bill payment through post Letter already issued to post office for
office SMS is not being accepting SMS for bill payment.
accepted.
Bills are not being delivered in CGM suggested that bills can be send via etime
mail, Up to Class C customers the email ids
are to be collected immediately.
Reducing the BTS power will GM (NWO-CM) informed that the issue is
result in collapse of GSM settled and no power reduction is being
system
imposed.
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GM (S&M)-CM
Sr. GM(NWO)CFA
Sr. GM(NWO)CFA
GM (S&M)-CM
&CFA
GM (S&M)-CM
GM (S&M)-CFA
GM (Fin)
GM (Fin)
GM (NWO-CM)
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7. Circle Secretary -NFTE
Performance of sales agent to SSAs should take necessary action to improve
be improved
the situation
Udaan
lead
conversion Lead to actual provision is constantly being
efficiency to be improved.
monitored by Circle office.
Suitable measures will be ensured to meet the
objective of udaan.
8. Circle Secretary -FNTO
Dash Board is a good initiative
.The BSNL portal is to be
popularized.
The fleeing of customers by
content providers should be
arrested.
The franchisees are
interested in selling
products
due
to
commission
than
competitors.
Steps are already initiated
GM (S&M)-CM
GM (S&M)-CFA
GM (S&M)CM&CFA
GM (NWO-CM) informed that a mechanism GM (S&M)-CM
had already been initiated for imposing fine on
such type of activities which has enabled to
bring down the same.
not CGM instructed to review the matter.
GM (S&M)-CM
our
less
our
Shri. George T. Mathai, Sr.GM (HR &Admin) delivered vote of thanks, to all participants for
their valuable views and suggestions.
Endt No. CGMT/MC/3-A/13-14/58
dtd: 31/01/2014
(Shobha V.K.)
SDE(C)
For Chief GeneralManager BSNL,
Kerala Circle,Trivandrum
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