Tuesday, April 26, 2011

BSNL is the Best telecom provider ?

just had an experience of not visiting the telephone office for my telephone with BSNL, the linesmen came with the form and took the form and submitted the forms and then came and connected the line.  Well what my petrol cost to run up and down I paid him as tips.  The same linesmen came and connected internet too.  I remember BSNL had waiting period and I was surprised to recieve a call from BSNL office that your internet connection can be installed and they were asking my permission to go ahead.  I gave the green signal and called up the linesmen who quickly bought the router and installed the same.  

The other day my line got disconnected and had to be re-configured, so I called up the call centre and after 5 trials, even though they are private operators, they are more arrogant than the BSNL STAFF.  But however I was taken through an elaborate procedure of reconfiguring.  So one has to bear with such arrogance, never mind.  We are interested in getting our seamless broadband connectivity.  

10% FLAT commission to all the employees on selling SIM cards, Telephone lines, etc will work wonders for the morale.  Just see the change BSNL will become a Navaratna.  I saw the same change effected in KSRTC, when a novel idea was mooted of giving out 1 CTV every day.  The ticket collections went up skyrocketing the loss making KSRTC turned into profit.  Now if incentives have to be disbursed why not do it and get rid of the scourge of corruption.  From peon to CMD if they earn incentives the coffers of BSNL will fill up to the brim.  Even the technical staff should be included.  

Stick and carrot approach is the only way to correct BSNL.  Let us not sink a titan, let us save them from being taken over by private.  The advantage of BSNL is their technical expertise and correct billing.

To my surpise my unlimited broadband which was being charged @ 900 pm is automatically reduced to 750 pm.  Will any private operator do it ?  I am sure BSNL will further reduce it to 500 pm which will increase their revenue.  

Of course a changed approach will see BSNL emerge as a Samsonite.  MTNL is more professionally managed why not BSNL.  Let us help to change the mindset of BSNL staff.  

There has been ever increasing complaint on BSNL style of functioning and problems created by the corrupt staff of BSNL.  But the fact remains that BSNL is known for its correct calibration of billing system.  Some may say that is a fallacy because the linesmen misuse some customers line by connecting it to a commercial user illegally.  The fact remains the system is right but men are wrong.The Japanese came out with a innovative solution when faced with a technical glitch of one soap box was empty of its content, see the approach of two companies :        

One of the most memorable case studies on Japanese management was the case of the empty soapbox, which happened in one of Japan ’s biggest cosmetics companies. The company received a complaint that a consumer had bought a soapbox that was empty. Immediately the authorities isolated the problem to the assembly line, which transported all the packaged boxes of soap to the delivery department. For some reason, one soapbox went through the assembly line empty. Management asked its engineers to solve the problem. Post-haste, the engineers worked hard to devise an X-ray machine with high-resolution monitors manned by two people to watch all the soapboxes that passed through the line to make sure they were not empty. No doubt, they worked hard and they worked fast but they spent whoopee amount to do so. 
But when a rank-and-file employee in a small company was posed with the same problem, he did not get into complications of X-rays, etc., but instead came out with another solution. He bought a strong industrial electric fan and pointed it at the assembly line.. He switched the fan on, and as each soapbox passed the fan, it simply blew the empty boxes out of the line. 
1.. Always look for simple solutions... 
2.. Devise the simplest possible solution that solves the problems... 
3.. Always focus on solutions & not on problems...

This case study reveals that problems afflicting BSNL can be fixed only through innovative means a)     Announce incentive scheme of 10% to all employees of BSNL on sale of SIM card, Prepaid, Landline deposits, etc etc.
b)       Trap BSNL staff who are corrupt and dismiss them from service through CBI.

c)       Ensure motivation of staff in customer handling and empathy

d)     Create an environs of  customer interface with management.

e)     Reward exemplary employees based on consumer feedback   
The idea is that BSNL should survive intense private competition and ensure that the Navarathna remains intact.  I am sure like what was done in the Railways by Laloo Prasad with BSNL it is much more easy and quicker.

On the sidelight 2 G scam has not affected BSNL at all, since they have not paid any bribe or sought favours, they have escaped the charges of Telecom scam.  I hope BSNL becomes a public listed company, with employees relenting the inevitable.  

No comments: