NON PERFORMER AWARD

1. NON PERFORMER AWARD MTNL DELHI

2. Criteria for Performance Excellence 1 Leadership 2 Strategic Planning 3 Customer Focus 4 Workforce Focus 5 Operations Focus 6 Results

3. 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.

4. 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

5. 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.

6. 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.

7. 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?

8. TEAM- COMMENTS • The governance requirement addresses the 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. But in MTNL Delhi • Paralyze 1500 service for current and prospective 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

14. 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

15. TEAM-COMMENTS • The Steps taken by ED Delhi to create unconducive 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.

16. 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.

17. 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.

18. 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.

19. 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.

20. TEAMS RECOMONDATION Hence, The Non-performer award goes to : “ED MTNL Delhi”