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SMART WORKING PRACTICES IN KERALA CIRCLE

SMART WORKING PRACTICES IN KERALA CIRCLE. Concepts of Smart Working. Categorization Differentiation Optimisation Leveraging. Categorisation Across the organisation involves classification of entities like customers, internal resources, network elements system etc. Differentiation

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SMART WORKING PRACTICES IN KERALA CIRCLE

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  1. SMART WORKING PRACTICES IN KERALA CIRCLE

  2. Concepts of Smart Working • Categorization • Differentiation • Optimisation • Leveraging

  3. Categorisation Across the organisation involves classification of entities like customers, internal resources, network elements system etc. Differentiation Assigning priority to different categories based on objectives Optimisation Effective utilization of resources to achieve maximum out put Leveraging Tools based on IT for effective implementation/ monitoring ‘This concept is being liberally used in Kerala Circle’

  4. Categorisation • Classification of entities like • Customers • Internal resources • Network elements • Systems • Potential areas • Products and Services • BTSs…

  5. Differentiation • Assigning priority to • High ARPU customers • High traffic BTS • High revenue Exchanges • High revenue pillars • High Fault rate pillars

  6. Optimization • Effective utilization of resources • Allocation of resources to High priority tasks like 5pair cable, drop wire, rehabilitation activities • Ensuring healthy battery, ring protection etc. to VHT and HT BTS • Instrument and modem recovery • Tailor made training activities

  7. Leveraging • IT tools • Dash board • Fault monitoring • Best plan selector • Expenditure control

  8. Kerala Telecom Circle • Area Covered • Kerala • Lakshadweep • Mahe • Area Served: 38905 Sq KM • Population: 33.36 Million • 24.84 Million Rural • 8.52 Million Urban • 11 Major SSAs • 1 Minor SSA –Lakshadweep

  9. Kerala Telecom Circle • 11 Major SSAs • 1 Minor SSA –Lakshadweep • 58 SDCAs • 5 SSAs (TVM, KTM, EKM,CLT and TCR) are headed by PGMs • 6 SSAs are headed by GMs

  10. Market share of BSNL in Kerala Circle • As on 31st July 2013, BSNL Kerala has an over all Market share of 31.66 % -First Position among all operators.

  11. Kerala Circle is the Best performing Circle in BSNL with a revenue share of 9.72%. (Excluding the EB revenue billed centrally) • Kerala – Rs778 Cr ( EB 7 Cr) • Maharashtra Rs 1016 Cr (EB 249 Cr)

  12. REVENUE TARGETS & ACHIEVEMENT FOR 2013-14 (Up to August) (Amount in Crores of Rs.)

  13. SEGMENT WISE REVENUE COMPARISON 2013-14 Vs 2012-13 (Up to August) (Amount in Crores of Rs.)

  14. Profitability of Kerala Circle - Trend

  15. PROFIT AND LOSS ACCOUNT (RS. IN CRORES)

  16. Tele Density with BSNL connections as on 31.07.2013 • 30.80 per 100 population for BSNL • Rural - 20.29 • Urban – 61.67 • 97.29 per 100 population including Private Operators.

  17. Achievements in 2013-14 (up to 31.08.2013) • 28,484 New Wire line connections and • 12,930 New WLL connections have been provided. • 8,518 New WIMAX connections have been provided • 2,99,121 New Cellular connections provided. • 187.73 Kms of OFC laid.

  18. Mobile service MOBILE SERVICES

  19. OPERATOR WISE GSM ADDITIONS IN KERALA FY 2013-14up to AUG 2013 (AS PER COAI)

  20. MNP ACHIEVEMENT 2013-14

  21. CUSTOMER RELATIONS

  22. CUSTOMER CATEGORIZATION • Customers are categorized based on ARPU. • Differentiated service • Faster Fault Clearance for HIGH ARPU Customers

  23. LOYAL CUSTOMERS • Onam greetings and appreciation was conveyed through letter to LL customers (2.4 lakh) having association more than 20 years • Onam greeting by SMS was sent toall GSM customers

  24. Customer Retention Cell • Formed in SSAs and Circle Office • To bring back the disconnected customers • Priority given to high ARPU customers • Customers are guaranteed quality service

  25. Customer Relation Managers Calling/Visiting the customers periodically Addressing the customer requirements personally Responding promptly to the customer needs Ensuring quality service

  26. Customer Service Centers • Company owned sales outlets • Activities for improved ambience • Improved visibility • Better accessibility • Token system for Queue management • More space for customers (30:70) • Comfortable seating arrangements • Amenities like drinking water • Experience centers …

  27. CSC Upgradation activities

  28. Plan Selector Package • IT tool developed to assist the CSC personnel • Suggests the most suitable plan for a particular customer requirement • Best suited plans for BB,3G • Suggests both fixed and wireless solutions • Selection process made easy for Customer

  29. Call Centers • Opened in all SSAs with IVRS • Solutions for all services • Minimum of 5 positions • Trained and motivated staff deployed • Interaction in regional language • Manned from 08.00am to 08.00pm

  30. Exit interviews • Done to dissuade the customers from dis-connection • Helps to identify and promote popular plan package • MNP - UPC generated customers are interviewed and efforts made to redress the reasons for porting out.

  31. FOCUSED MARKETING

  32. Product categorization • Various services provided are not being pitched one against the other while marketing • Priority for marketing high ARPU products

  33. Customer profiling • Initiated the profiling of existing customers • Provides valuable data for effective marketing • Needs of a particular profile group can be identified • Groups like Doctors, Advocates, IT Professionals has been identified for selling data services • Reach out to potential customers based on profile • Dissemination of focused product information • The existing market is being segmented • efforts made to improve revenue from highest revenue earning segment

  34. Data Services • Identified High ARPU (Class A, B) customers in LL who have not availed BB services • Plan to approach these customers and promote FTTH, WIMAX, BB services • Similarly customers in GSM who are not availing data services are being identified and efforts on to market data plans

  35. Broad band Penetration • BB penetration has been increased from 20% to 22%. • Plan to increase BB Penetration to 30% • Exchange wise BB penetration analyzed • Melas and campaigns launched to improve the penetration. • Exchanges with high BB market potential are being identified specifically for this drive.

  36. High rise buildings • High rise buildings (both residential and commercial), villas, malls, commercial complexes etc., are being identified well in advance • Efforts are being made to ensure availability of services like FTTH and GSM by the time of occupancy.

  37. Business Intelligence Unit • Formed in Circle and in all SSAs • To obtain first-hand knowledge of the market trend and service issues • Provides vital data on the strength and weakness of the competitors • ECT proposal moulded as per suggestions • Marketing strategies fine tuned accordingly

  38. BIU Activities

  39. BIU Activities

  40. BIU Activities

  41. BIU Activities

  42. Quality of Service

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