HR Policies of BSNL and Its Implementation
I am doing a project in the field of HR. For that, I have chosen BSNL, a state-owned company, as a research subject. The issue at hand is that despite being a large corporation with robust infrastructure and numerous employees, BSNL faces financial losses every year. Additionally, the service level has not been able to meet the satisfaction of its customers. Why is this the case? Where does BSNL fall short? Please provide solutions to help prevent the state-owned company from sinking.
From India, Madurai
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3I am doing a project in the field of HR. For that, I have chosen BSNL, a state-owned company, as a research subject. The issue at hand is that despite being a large corporation with robust infrastructure and numerous employees, BSNL faces financial losses every year. Additionally, the service level has not been able to meet the satisfaction of its customers. Why is this the case? Where does BSNL fall short? Please provide solutions to help prevent the state-owned company from sinking.
From India, Madurai
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Dear Chandrasekaran,
The reason for the failure of many government companies is the failure on the part of all employees to recognize the need for change from time to time. Customer satisfaction is the key to survival, and BSNL has been lacking this for several years. There have been occasions when an individual had to book a telephone connection and wait for several years. By the time they realized and started transforming, it was too late.
I am reminded of a government institution that was on the brink of closure. During an assessment to determine the value of inventory, it was surprisingly found that the inventory was worth a few hundred crores. In an attempt to minimize losses during the winding up process, a query was raised regarding how many finished products could be manufactured from the available inventory. Surprisingly, the number of finished products that could be manufactured from the available inventory was in single digits, and the cost of each finished product was only a few hundred rupees.
Poor inventory management ultimately led to the demise of the company.
BSNL has the potential to bounce back if its employees are willing to provide service at the doorstep without expecting any favors in return. They should not view customer service as a favor but rather as a vital job for their survival. It is crucial for a majority of them to realize that their salaries are paid from customer billing.
However, there have been instances where we have encountered an excellent workforce in BSNL as well. They go the extra mile to ensure customer satisfaction.
Customer satisfaction will be the key to their survival.
M.V. KANNAN
From India, Madras
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The reason for the failure of many government companies is the failure on the part of all employees to recognize the need for change from time to time. Customer satisfaction is the key to survival, and BSNL has been lacking this for several years. There have been occasions when an individual had to book a telephone connection and wait for several years. By the time they realized and started transforming, it was too late.
I am reminded of a government institution that was on the brink of closure. During an assessment to determine the value of inventory, it was surprisingly found that the inventory was worth a few hundred crores. In an attempt to minimize losses during the winding up process, a query was raised regarding how many finished products could be manufactured from the available inventory. Surprisingly, the number of finished products that could be manufactured from the available inventory was in single digits, and the cost of each finished product was only a few hundred rupees.
Poor inventory management ultimately led to the demise of the company.
BSNL has the potential to bounce back if its employees are willing to provide service at the doorstep without expecting any favors in return. They should not view customer service as a favor but rather as a vital job for their survival. It is crucial for a majority of them to realize that their salaries are paid from customer billing.
However, there have been instances where we have encountered an excellent workforce in BSNL as well. They go the extra mile to ensure customer satisfaction.
Customer satisfaction will be the key to their survival.
M.V. KANNAN
From India, Madras
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Dear,
Your assumption that being a Government Corporation results in loss-making is not correct. The loss-making is not due to HR but due to competition and the opening up of the market. The business side is responsible, and the top management should evolve new business strategies to gain at least 50% of the market share. Service and customer support will automatically follow and can be outsourced when the business improves. Cost-cutting strategies on HR without improving the business are applicable to declared sick companies. A cost-cutting exercise of any company on already well-focused marketing-oriented companies will kill existing business.
Rajanassociates
From India, Bangalore
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Your assumption that being a Government Corporation results in loss-making is not correct. The loss-making is not due to HR but due to competition and the opening up of the market. The business side is responsible, and the top management should evolve new business strategies to gain at least 50% of the market share. Service and customer support will automatically follow and can be outsourced when the business improves. Cost-cutting strategies on HR without improving the business are applicable to declared sick companies. A cost-cutting exercise of any company on already well-focused marketing-oriented companies will kill existing business.
Rajanassociates
From India, Bangalore
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Hello Chandrashekhar,
I agree with the above-written post by Rajan Associates. You need not follow the common prejudices. Find first the business environment in which BSNL is operating. Analyze its internal policies. The extent to which these two are in line generally can be taken into account for determining the position of any company. Really, it is the policymakers who should be held responsible for the performance. The executives at a lower level should be driven with a carrot and stick policy if it is a widely known fact that they are not working to customer satisfaction.
With regards,
Shivendra
From India, Gurgaon
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I agree with the above-written post by Rajan Associates. You need not follow the common prejudices. Find first the business environment in which BSNL is operating. Analyze its internal policies. The extent to which these two are in line generally can be taken into account for determining the position of any company. Really, it is the policymakers who should be held responsible for the performance. The executives at a lower level should be driven with a carrot and stick policy if it is a widely known fact that they are not working to customer satisfaction.
With regards,
Shivendra
From India, Gurgaon
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