INTRODUCTION In today’s intensely competitive‚ rapidly changing and highly complex environment characterize by diminishing customer loyalty‚ the need to be market –focused and customer centric is more critical than any other time in past. It is highly imperative for every organization to retain and use valuable information about their customer to enhance their business strategies and product and service offerings. Today‚ the key focus area of much organization is identification of a link between
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TQM TOTAL QUALITY MANAGEMENT Total quality management is a management approach centred on quality‚ based on the participation of an organisation’s people and aiming at long term success. This is achieved through customer satisfaction and benefits all members of the organisation and society. A SHORT PAST OF TQM • 1920s: Businesses clearly separated the processes of planning and carrying out the plan‚ the hawthorne experiments in the late 1920s showed how worker productivity could be impacted by
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REVIEW OF LITERATURE CUSTOMER SATISFACTION Customer Satisfaction‚ a business term‚ is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.In a competitive marketplace where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.There is
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BSNL company profile INTRODUCTION Bharat Sanchar Nigam Limited (known as BSNL‚ India Communications Corporation Limited) is a public sector communications company in India. It is the India’s largest telecommunication company with 25.14% market share as on December 31‚ 2007. Its headquarters are at Bharat Sanchar Bhawan‚ Harish Chandra Mathur Lane‚ Janpath‚ New Delhi. It has the status of Mini-ratna - a status assigned to reputed Public Sector companies in India. BSNL is India’s oldest and
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though the fixed line market share has been dropping consistently. Three telecom players dominate this market - Bharti Airtel with 19.5% market share‚ Reliance Communication with 16.7% and Vodafone with 16.4% followed by Idea around 12% and then BSNL having market share of around 11%. HISTORY OF AIRTEL Sunil Bharti Mittal founded the Bharti Group. In 1986‚ Mittal incorporated Bharti Telecom Limited (BTL)‚ and his company became the first in India to offer push-button telephones
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SWOT Analysis Strengths • BSNL is the India’s leading telecommunications and broadband Internet provider. • Provides global telecommunication services 90 million customers in India; • Provides 27.45 million fixed- wired line telephones with network connections‚ and local telephone exchanges; • Operates more than 72 million wireless subscriber; • Owns largest cellular provider in whole India; • BSNL communication has moved into new areas as technology improves and into new innovation like
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First of fall I would like to thank the Management at BSNL for giving me the opportunity to do my two-month project training in their esteemed organization I would like to thanks my faculty of my college who allow me to undergo my training with BSNL exchange and help me providing tips for this training. As well as I would like to thanks to the staff of BSNL who help me a lot over their and give me their support in training. Staff of BSNL is very hardworking and supportive. Above all
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Quality Management‚ 6th ed. Goetsch and Davis 1 © 2010 Pearson Higher Education‚ Upper Saddle River‚ NJ 07458. • All Rights Reserved. Quality Management for Organizational Excellence Lecture/Presentation Notes By: Dr. David L. Goetsch and Stanley Davis Based on the book Quality Management for Organizational Excellence (Sixth Edition) Quality Management‚ 6th ed. Goetsch and Davis 2 © 2010 Pearson Higher Education‚ Upper Saddle River‚ NJ 07458. • All Rights Reserved. MAJOR TOPICS What is Quality
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Marketing strategies of BSNL By Shri G S Grover Director (C &M)‚ BSNL. Shri N K Srivastava CGM ALTTC Ghaziabad. Shri Sunil Kumar DDG Marketing BSNL CO. Synopsis
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Corporate social responsibility in a total quality management context: opportunities for sustainable growth Rodney McAdam and Denis Leonard Rodney McAdam‚ is Reader in Management‚ School of Business‚ Organisation and Management‚ Faculty of Business and Management‚ University of Ulster‚ Jordanstown‚ Belfast‚ UK. Tel: 028 90 36816; E-mail: r.mcadam@ulster.ac.uk and Denis Leonard‚ is a Lecturer at the University of Wisconsin‚ USA Abstract The aim of this paper is to explore how quality management
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