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(From latest NOVEMBER – DECEMBER 2005 issue backwards up to January-February 2002 issue)




Telecommunications Standardization

Telecommunications Standardization is one of the crucial areas in Technology Management in Telecommunications Sector in India. In this article, the role of ‘Telecommunications Standardization’ in Telecom sector is discussed in detail. The standards form an essential part in the quality development of any sector. Further, standards should be framed according to the specific requirements of the place, time, prevailing conditions and users. The role of standardization in telecom is more important since the telecom network of the whole world is integrated and interoperable. A person from India can make a call to any other part in the world due to adoption of mutually acceptable standards.


Arun Agarwal

Director (R), TEC, New Delhi






This article attempts to propose a novel idea for improving customer service in Telecommunication services. This proposal also opens up a new earning avenue for unemployed youth in the country. It is the envisaged as a win-win situation both for the organization and the country.


Nishanath Banerjee

General Manager BSNL, Kolkata SSA


Retention of Customers & Realization of Dues


In the fierce competitive environment, retention of customers is of paramount importance. All out efforts should be made to retain the existing customers by stepping up marketing efforts. At the same time, we should try to retain only worthy customers. In the first part of this article, the importance of retention of customers and analytical methods to find out which segment of customers should be retained are discussed. Further, realization of dues from the customers is as important as provisioning of the services. Hence all out efforts have to be made by Officers and Staff to collect the legitimate dues from the customers. In the second part of this article various practices followed by West Godavari Telecom District to collect dues from the customers are explained. The targets set by Corporate Office with regard to revenue collection and reduction have also been mentioned.



General Manager BSNL, Eluru (A.P)




Indigenous Manufacturing in Telecom Sector


India has a fast growing telecom market. The telecom subscriber base in the country crossed the 100 million mark in April this year. The government recently expressed hope that the telecom subscriber base in the country would touch the 250 million mark by March 2007. India’s most mobile subscriber base has been doubling every year. The country has been adding almost 2.5 million to 3 million phones every month translating to around 30 to 36 million phones every year. A majority of these would be in the wireless space. And as the economy grows, increasing the purchasing power of India’s burgeoning middle class, the country might even emerge as the world’s largest wireless market. India is the fifth largest market in the world and is likely to become one of the top three markets soon. At present about 80% of the communication equipment is imported. Time has come for India to make its mark in the global manufacturing landscape. The picture of mobile handset market in the Indian subcontinent looks promising, as it brings lot of opportunities for vendors that can be easily catered to from India. In this article, the impact of globalization in the wireless communications sector in India, plans and financial investment of the leading multinational companies investing in manufacturing telecom equipments and role of existing hardware and software facilities for manufacturing telecom equipments in India are discussed.


Labh Singh

General Manager BSNL, Sangrur (Punjab)


Pardeep Gupta

Sr.Lecturer Guru Jambeshwar University, Hisar


Sawtantar Singh

Punjabi University, Patiala




PACIFY is an acronym given to model developed for fighting intense competition. Fighting competition is more a matter of attitude. PACIFY models lays emphasis on “People Strength” and considers people as the most important resource available to us. Even in the processes where people factor is not very important, still ignoring people could strengthen restraining forces, which may dampen implementation. For moving forward, removing legs from brake is as important as pushing accelerator. PACIFY model works on both. It has been successfully tested in Satara Telecom District. In fact various things were experimented and PACIFY is a result of that experimentation, which works.


Sunil Kumar

General Manager BSNL, Satara (MH)


Cost Assessment in Telecom Sector


The telecom industry is evolving to a converged service sector due to fast technological changes. Mobile has overtaken fixed service. The ongoing reform process and its implication in the market will have greater opportunity for the policy makers and the Government as it will provide a good basis for increasing the synergy between different sectors. The synergy can be exploited for the investments that are to be put to use in various sectors and overlapping activities can be avoided which will avoid duplication of infrastructure. Global experience with reforms in Telecom has already established that Telecom functions as an engine of growth. The impact of reforms in Telecom has improved the performance of this sector. It also ensured availability of Telecom Service with best quality and at a cheaper price. Pursuit of such reforms will facilitate connecting all parts of the country to the global network and every one will have access to the Telecom facility with world class standard and at an affordable price. This article presents an overview of cost assessment of reforms and development in Telecom sector.



Dy.Advisor TRAI, New Delhi


May - June 2005


The grey market in Telecom sector, which provides clandestine/illegal communication services not only causes revenue loss to the country but also poses a security threat. This article deals with the grey market in Telecom sector and gives the basic sources of grey markets and different methodologies used in the operation of grey market. The actions taken by the Government of India to curb the grey market have also been included.


G.S. Grover

Director (C&M), BSNL Board, New Delhi




Telecommunications is one of the prime support services needed for rapid growth and development of various sectors of the economy. It has become especially important in recent years because of enormous growth of Information Technology (IT)  and its significant impact on  the rest of the economy. The influence of telecommunications technology has become more widespread since in this age of on-line connectivity; information plays critical role in  virtually all human decision-making and activities. A suitable policy environment is necessary to enable the benefits of the telecom revolution to reach those people, areas, industries or sectors where their impact could be developmentally most significant. With vision, strategy and political will, telecommunications could provide the much-needed boast to India's efforts at tackling the wide-ranging development problems. This first part of the article presents the chronological development in telecommunications policies in India.


Arun Agarwal

Director (R), TEC, New Delhi


Rekha Agarwal

Sr. Lecturer, Electronics Engg. Dept, Amity School of Engg. & Tech, New Delhi


March - April 2005




January - February 2005




November - December 2004




Creativity & Innovation are the hottest themes in corporate India today. Innovation is increasingly becoming a consciousness across India. The slogan "Innovate, else your competitors will eliminate you in the business"  is very much relevant today. In the resent environment of intense competition and ever increasing demands of the customer, to stay ahead of everybody, one  should be very innovative in approach. Innovation would look at product, process and practice. There is a need to promote innovation as a culture and institutionalize it. This article discusses what is creativity, what is innovation, how to nurture creativity etc. to survive and to be 'Number one', products, services and their business practices have to be very innovative.


L. Anantharam

GMT, BSNL, Eluru (AP)

September - October 2004


Today, it is necessary to reach out to the customer and offer him many services and incentives, however small, in order to retain him. Loyalty award scheme is one such tool for the service provider, which can be designed to serve multiple purpose This requires a carefully designed accrual land redemption plan. This article details one such implementation in MTNL, which perhaps is one of the largest schemes of this kind, launched in the country. If the costs are controlled and customer interest is sustained, the loyalty program can be come a strategically useful addition to the Customer Related Management (CRM) facilities of a service provider.

GM (IT) MTNL, New Delhi

July - August 2004


May - June 2004


March - April 2004


January - February 2004


Telecommunication has been one of the prime services which an economy needs for rapid growth, development and modernization of its various sectors. It has been a catalyst for faster growth of developed as well as developing countries in the world. Nations with high levels of economic development also have well developed telecommunication infrastructure. It has been observed that telecommunication infrastructure development and economic development of a nation often proceed together. Similarly, economic activity and growth stimulate demand for telecommunication infrastructure investment. As the economy grows, more telecommunications facilities are needed to conduct the increased number of economic transactions in the expanded economy. This leads to increased expectations to invest in the telecommunication as a function of prior increase in the level of economy. This article investigates the relationship between telecommunications and the economic growth of the nation. It attempts to untangle the relationship to understand the dynamics of this causal connection.

Piyush Jain
Final Year, IIM Lucknow

November - December 2003 issue


During the recent Godavari Pushkarams, apart from providing conventional telecom facilities some innovative facilities were provided by West Godavari SSA. Deployment of mobile Cellone PTs as done by West Godavari SSA can be thought of during such congregations anywhere else. Good advantage of such congregations can be taken for marketing the products and for improving the visibility apart from earning revenue through these services. Providing free charging of cell handsets at the bus stands, railway stations and airports can be though of as this will improve the visibility apart from increasing revenue by enabling the cell phone user to make/receive calls as his handset gets charged.

General Manager, Eluru, A.P.Telecom Circle


BSNL Goa Telecom, in its endeavour to provide better services to its customers and to improve upon its customer relations management, has started a “Call Center” in Panaji. This Call Center is intended to provide information to all the customers and to sort out the customer grievances, pursue the unsettled grievances with concerned department and the customer intimated about the progress of final disposal of his grievances. This article presents an overview of the game.

General Manager, Goa, Panaji

September – October 2003 issue


July – August 2003 issue


May - June 2003 Issue:


Careful financial analysis can provide excellent insights into the direction and relative strength of an Organization. Financial Statements exhibit the strengths and weakness of the organization. Evaluating profitability is not to see how the business was done in the past but how it is likely to be done in future. One of the primary uses of Performance evaluation is to divert management’s attention to problems and opportunities. The thrust must be not only to prepare the financial data but also to analyse the prepared data. Finance Managers must involve more with the interpretation and use of accounting information rather than its actual preparation. This work involves evaluating the efficiency of the organization, resolving complex financial decision making issues, forecasting the result of future operations, auditing, tax planning and also designing efficient accounting system. This article discusses about financial performance evaluation in an organization.

Dy.Advisor, TRAI, New Delhi

March - April 2003 Issue:


With the opening-up of Telecom sector to number of service providers, monopolistic regime has been converted into competitive one and price war has started in delivering the services to customers. Lot of issues needed to be regulated by the policy maker/regulator because of this. In order to restrict the service providers to bring down the rates at the cost of the Quality of Service (QoS) provided by them, TRAI has defined some quality benchmarks to be achieved in short, medium and long term, which should be adhered to by various service providers, thereby ensuring real value of money to the customer. In this article efforts have been made to define importance of quality norms, present status in this regard and some methods to achieve these benchmarks.

Praful Sigtia
Jt. DDG (MSS) BSNL HQ, New Delhi

January - February 2003 Issue:


November - December 2002 Issue:


November - December 2002 Issue:


September - October 2002 Issue:


The Broadcast technology is undergoing a phenomenal change in recent times. Broadcasting deals with point to multipoint communication. Broadcasting traditionally encompassed Radio & Television broadcasting in earlier times. The advent of digital technology, disk based storage, signal processing, multichannel transmission multiple delivery systems etc, points to a very fascinating era. The new technology frontiers in the field of broadcasting may lead to exciting possibilities like Direct to Home service, Integrated services digital broadcasting and Broadcasting through cyberspace. Radio & television broadcasting provide entertainment, information and education to the masses. At present there is one quality of television. However, with the availability of flat-screen television there is possibility of four types of television; a high resolution big screen TV (HDTV), a high resolution system for home use (EDTV), the present TV system (SDTV), a lower resolution mobile system suitable for viewing in backs of cars, on trains, planes using a head-up display (LDTV). In multimedia Broadcasting, delivery of audio, video, data & text can be through a host of distribution systems like terrestrial broadcast network, Satellite, ATM (Asynchronous Transmission Mode), fibe cable, Synchronous Digital Hierarchy (SDH) and Internet.

Dr. Jasvir Singh
Deptt of Electronics Technology, Guru Nanak Dev University, Amritsar

July - August 2002 Issue:


Telecommunication provides multifarious services and in a liberalized economy it is like any other commodity, which satisfies all the economic theories including demand and supply, and it is equally important to know the cost of this commodity before marketing it. In the emerging competitive scenario, ascertaining cost of various services is essential in deciding investment priorities, allocation of resources, knowing the cost of inputs and outputs, controlling the cost of service, examining breakeven point and margin of safety, calculating the profitability and deciding viability of providing various Telecom services. It will help the cost estimation, planning, fixing of standards and watching of variance, and make it an easy job to control cost. Implementation of new cost reducing technologies will help Telecom business to become more efficient so that the plans are economically viable. The long-term aim should be to reduce the cost of providing service through substantial cost reduction, technological improvement and improved efficiency. For analysing the cost of services element-wise, segment-wise and product-wise or any other combination it may require establishing Cost Accounting Units at least in every profit centre (Territorial Circles). This unit could be a repository of technical, economic and financial data on the uses of network by different services. Such detailed systems and procedure should be developed and institutionalized. Cost Management or Cost Control in Telecom business is an interesting, exciting and dynamic area and its importance to the long-run success is unquestioned.

K.V. Damodharan
Dy.Advisor, TRAI, New Delhi

May - June 2002 Issue:


Rural telecom operation is have never been an attractive project to any of the telecom service providers. Various reasons are assigned for this. Out of these most prominent one is how to manage scattered telecom network in rural areas where even motorable roads are not available. Moreover, with an emphasis to reduce manpower it is more and more difficult to maintain the services in rural areas. An attempt is made in this article to address this problem. It is suggested that centralization of switching netowork and fault booking procedure in villages may be the solution where conventional circuit switching networks along with copper access systems are available in rural areas.

Praful Sigtia
Jt.DDG (MSS), BSNL HQ, New Delhi

March & April 2002 Issue:


A Path-breaking exercise is evolving in computer-networks for BSNL's Secondary Switching Areas (SSAs), which will provide customer-services and a host of other network-based services, utilizing existing fibres and simple technological solutions. These networks are very cost effective and provide bandwidths and speeds many times more compared to the networks being used at present in BSNL. This Article is based on an exercise carried out in Lucknow SSA to provide a computer network, covering the entire SSA, required to provide integrated customer-service.

Anil Kumar Nagpal
Principal GM, Telecom District, Lucknow
Tejpal Singh
DE (Computer), PGMTD Lucknow


This Article deals with Service Quality Model for Cultural Change required in the organization for implementing Relationship Management (CCRM). Relationship management can be considered as "Burger", where the upper and lower breads are like CRM technology and database. The middle portion without which the burger has no value is the cultural aspect dealt in this Article. CCRM can be put in place, without much expenditure by following the Service Quality Model suggested by the author. This is much more important than the technology, but it must precede the technological implementation. Once Culture is in place in the organization then CCRM can be employed to earn further loyalty from the customers.

Sunil Kumar
DGM (Business Development & Marketing), Pune


Telephone exchanges cannot be housed in private buildings permanently as there will be lot of limitations in expanding the exchanges. Hence, all our efforts should be made to procure suitable land for the construction of own buildings. In this Article, various ways of procuring land are enumerated. After procuring the land, it should be protected and building should be constructed within shortest possible time.

L. Anantharam
GM (Development), Kannur


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