NON PERFORMER AWARD
MTNL DELHI
Criteria for Performance Excellence
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Leadership
Strategic Planning
Customer Focus
Workforce Focus
Operations Focus
Results
Senior Leadership: How do
Executive Director lead?
(1) Vision and Value of our organization
and way to implement our organization’s
vision and values through leadership
system, to the workforce, to key partners,
and to customers and other stakeholders,
as appropriate and his actions reflect a
commitment to the organization’s values.
SENIOR-LEADERSHIP
2. Communication way of senior leaders
to engage the entire workforce to achieve
the following.
• Encourage frank and two-way
communication throughout the
organization
• An active role in reward and recognition
programs to reinforce high performance
TEAM-COMMENT-1
1 Vision and Values - The ED Delhi is functioning at this post
for last 2 years (more than 7 years in Delhi) and under his
leadership and visionary attitude, The Landline connection
comes down from 12 lacs to 10 lac (including2.5 lacs DNP
numbers), No increase in BB connection,CDMA project near
to windup, Convergent billing project still at large, GSM
project accepted without AT so mobile communicate on its
will, more than 100 VAS agreement done in WS on revenue
sharing basis single handily but implemented less than
10.No proper utilization of BWA and 3G spectrum.
Procurement of CNMS system and wind up without proper
utilisation.
TEAM-COMMENT -2
2. Communication ED Delhi has one way
communication and no system has been evolved
in Delhi unit to listen and evaluate the
requirement of basic maintenance material,
marketing &sales infrastructure. No reward and
recognition programme exists in Delhi unit
except transfer of the workforce against their
specialization to make them under-utilise to
convert it a loss making company and provide
the benefit to Pvt operator.
How do you govern to fulfil the
responsibilities?
(1) Governance System
– accountability for the management’s actions
– fiscal accountability
– transparency in operations and selection of and
disclosure policies for governance
– protection of stakeholder and stockholder interests,
as appropriate
(2) performance Evaluation of our chief executive?
TEAM- COMMENTS
• The governance requirement addresses the
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need for a responsible, informed, transparent,
and accountable governance or advisory body
that can protect the interests of key
stakeholders (including stockholders) .
This body should have independence in review
and audit functions, as well as a performance
evaluation function that monitors organizational
and ED performance . No such mechanism exists
in Delhi unit that’s why some senior officers are
working on pay roll of pvt operator.
Strategy Development: How
do you develop your strategy?
Strategic Planning process and its key
process steps, key participants and
process to identify potential blind spots
along with our short-and longer-term
planning time horizons.
TEAM- COMMENTS
This item is basically for the information on all
the key influences, risks, challenges, and other
requirements for future opportunities and
directions—taking as long-term view for the
perspectives of our organization for the
development of a customer- and market-focused
strategy .
But ED Delhi has not spell out any short term and
long term strategy during his tenure of 2 years
that's why MTNL Delhi is loosing its customer
base rapidly compare to MTNL Mumbai.
Customer Focus
The Customer Focus category examines
how our organization engages its
customers for long-term marketplace
success. This engagement strategy
includes how our organization listens to
the voice of its customers, builds customer
relationships, and uses customer
information to improve and identify
opportunities for innovation.
TEAM-COMMENTS
Selection of voice-of-the-customer strategies
depends on organization’s key business factors.
Organizations listen to the voice of the customer
via multiple modes. Some used modes include
focus groups with key customers, close
integration with key customers, interviews with
lost and potential customers, win/loss analysis
relative to competitors providing similar
products, and survey or feedback information.
But in MTNL Delhi
• Paralyze 1500 service for current and prospective
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customer.
Without providing the basic sales infrastructure
to Sanchar Haats and sales units.
Only organization of the world having average
age of sales team more than 50 years.
No churn management unit.
No market survey and feedback unit.
No evaluation system and unit for the
performance of DSA/Distributor.
No mechanism to recover the outstanding bills.
The OFC faults are pending to rectify since 2009.
Sanctioning of payment without financial
concurrence in lakes to CGHS
Workforce Focus
The Work force Focus category examines
our ability to assess workforce capability
and capacity needs and build a workforce
environment conducive to high
performance. The category also examines
how our organization engages, manages,
and develops our workforce to utilize its full
potential in alignment with our
organization’s overall mission, strategy, and
action plans
TEAM-COMMENTS
• The Steps taken by ED Delhi to create unconducive
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environment &to de-motivate the work force---Stops the in-service training at CETTM Mumbai.
Delay in DPC is regular feature of Delhi unit.
Transfer of specialized work force on subjective basis not
on objective basis.
Stoppage of reimbursement of TA/DA of field staff.
No setup of organizational knowledge management
system.
Stoppage of Excellency award like Sanchar shree etc. as
in BSNL.
Looking after arrangement for years together without
promotion and financial benefits at key posts.
Operations Focus
The operations focus category
examines how our organization
designs, manages, and improves
its work systems and work
processes to deliver customer
value and achieve organizational
success and sustainability. Also
examined is our readiness for
emergency.
TEAM-COMMENTS
The operational focus of ED Delhi as under:--------• Non- availability of Wi-Fi Modem for BB, drop
wire& clip phone for Landline.
• Non-availability of basic instrument for optical
fiber network.
• No proper use of Print, Electronic and POP
materials for marketing the services of MTNL.
• No emphasis on VAS services to generate the
revenue.
• Drastic cut in maintenance budget to loose the
existing customer.
• No renew of Digital signature license.
• No remedial steps to check the negative growth
of MNP services.
• Non-availability of Data Card.
Results
• The results category examines our
organization’s performance and
improvement in all key areas—product and
process outcomes, customer-focused
outcomes, workforce-focused outcomes,
leadership and governance outcomes, and
financial and market outcomes.
TEAM-COMMENTS
The results are as under:-----• The MTNL has become a sick unit from a
Navaratana company.
• The MTNL loss was 800 crore in last quarter.
• In Delhi unit Landline connection comes down
from 24 lacs to 10 lacs.
• The corporate customer switch over to Pvt
operator.
• The customer satisfaction index is very poor.
• The Delhi unit contribute only 40% and Mumbai
unit 60% to total revenue of MTNL.
TEAMS RECOMONDATION
Hence, The Non-performer
award goes to :
“ED MTNL Delhi”