A STUDY ON JOB SATISFACTION OF EMPLOYEES IN BSNL

WITH SPECIAL REFERANCE TO ERODE CITY

A Project report submitted to the BHARATHIAR UNIVERSITY, Coimbatore in

partial fulfillment of the requirements for the award of the Degree of

BACHELOR OF COMMERCE

Submitted by

N. Bothishankar
(Reg. No. 212AA1333)

Under the Guidance of

Dr. C. KRISHNAVENI M.A., M.Phil., Ph.D.,
Assistant professor of Commerce

DEPARTMENT OF COMMERCE
VET INSTITUTE OF ARTS & SCIENCE (CO-EDUCATION) COLLEGE
(Affiliated to Bharathiar University,
Coimbatore) Erode – 638 012

MARCH – 2024
CERTIFICATE
 CERTIFICATE

This is to certify that this project report, entitled “A STUDY ON JOB

SATISFACTION OF EMPLOYEES IN BSNL WITH SPECIAL REFERENCE TO
ERODE CITY ” submitted to the BHARATHIAR UNIVERSITY, COIMBATORE, in
partial fulfilment of the degree of BACHELOR OF COMMERCE is a record of the
original work done by N. Bothishankar (Reg. No. 212AA1333) during the period of study
2023-2024 in the Department of Commerce at VET INSTITUTE OF ARTS &
SCIENCE (CO-EDUCATION) COLLEGE, Erode - 12, affiliated to Bharathiar University,
Coimbatore, under my supervision and guidance and that this project work has not formed the basis
for the award of any Degree / Diploma / Associateship / Fellowship or other similar title to any
candidate of any University.

Head of the Department Faculty Guide

Dr. S. ARULRAJ M.Com., MBA., M.Phil., PGDCA., Ph.D., NET., Dr. C. KRISHNAVENI M.A., M.Phil., Ph.D.,
Associate Professor & Head, Assistant Professor,
Department of Commerce Department of Commerce
VET Institute of Arts & Science (Co- VET Institute of Arts & Science (Co-
education) College education) College
Erode. Erode.

Principal’s Signature

Submitted for the University Viva-voce examination held on

Internal Examiner External Examiner

DECLARATION
 DECLARATION

I hereby declare that this project entitled “A STUDY ON JOB SATISFACTION OF

EMPLOYEES IN BSNL WITH SPECIAL REFERENCE TO ERODE CITY” is
submitted to the Bharathiar University, Coimbatore, in partial fulfillment of the requirements
for the award of the Degree of BACHELOR OF COMMERCE is a record of original
research work done by me during the period of study 2023 – 2024 under the supervision and
guidance of Dr. C. KRISHNAVENI. M.A., M.Phil., Ph.D., Assistant Professor, Department
of Commerce, VET INSTITUTE OF ARTS & SCIENCE (CO-EDUCATION)
COLLEGE, Erode - 12, and this project work has not formed the basis for the award of any
Degree /Diploma / Associate ship / Fellowship or other similar title to any candidate of any
University.

PLACE: ERODE Signature of the Candidate

DATE: (N. BOTHISHANKAR)

Countersigned by:

Dr. C. KRISHNAVENI M.A., M.Phil., Ph.D.,

Assistant Professor
Department of
Commerce
VET Institute of Arts and Science (Co-education) College
Erode – 638 012.
ACKNOWLEDGEMENT
 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to, Thiru. S. D. CHANDRASEKAR

Secretary, VET Institute of Arts & Science (Co-education) College, Erode - 12 for his kind
patronage and facilities offered.

My sincere thanks to Dr. V. P. NALLASWAMY Principal Incharge, VET Institute

of Arts & Science (Co-education) College, Erode - 12, for the continuous encouragement to me
in doing the project work.

I express my sincere thanks to Mr. S. LOGESH KUMAR, Administrative Officer,

VET Institute of Arts & Science, Erode, for his support in completion of the project work.

I am extremely thankful to Dr. S. ARULRAJ Associate Professor & Head,

Department of Commerce for overwhelming support and for providing facilities throughout
the project.

I express heartfelt thanks and deep sense of gratitude to my guide

Dr. C. KRISHNAVENI Assistant Professor, Department of Commerce for his valuable
guidance, timely advice and useful suggestions throughout the project.

I also express my thanks to all the staff members of the Department of Commerce
who extended their help to complete my project successfully.

(N. BOTHISHANKAR)
TABLE OF CONTENTS
 TABLES OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO.

LIST OF TABLES

LIST OF CHARTS

INTRODUCTION
AND
CHAPTER 1 1-9
RESEARCH
METHODOLOGY

THEORETICAL ASPECTS
OF
JOB SATISFACTION 11-26
CHAPTER 2
&
REVIEW OF LITERATURE

PROFILE OF

CHAPTER 3 BHARAT SANCHAR NIGAM 28-42

LIMITED

DATA ANALYSIS
AND 44-53
CHAPTER 4
INTERPRETATION
 SUGGESTIONS
& 55-58
CHAPTER 5
CONCLUSIONS

BIBLIOGRAPHY

ANNEXURE
LIST OF TABLES
 LIST OF TABLES

TITLE PAGE
TABLE
NO. NO.

PERCENTAGE ANALYSIS

Table showing classification of the respondents

1
based on Wages paid to them. 44

Table showing classification of

2
respondents based on Incentive Wages
45
Schemes.
Table showing the Present Working Conditions &
3 Environment. 46

Table showing how the Management helpful

4 47
& Sympathetic in Work station.

Table showing the respondents based on Facilities

5 48
provided to them.

Table showing the relationship between

6 Management & Workers. 49

Table showing respondents based on how the

7 50
company policies protected to workers.

Table showing any problems with present

8 51
management setup.

Table showing that the company policies should

9 52
be changed

Table showing that providing the training

10 53
for beginners is satisfied or not.
LIST OF CHARTS
 LIST OF CHARTS

PAGE
FIGURE
NO. TITLE NO.

PERCENTAGE ANALYSIS

1 Chart showing classification of the respondents

based on Wages paid to them. 44

Chart showing classification of respondents based on

2
Incentive Wages Schemes.
45
Chart showing the Present Working
3 46
Conditions & Environment.

Chart showing how the Management helpful &

4 47
Sympathetic in Work station.

Chart showing the respondents based on Facilities

5 48
provided to them.
Chart showing the relationship between
6 49
Management & Workers.

Chart showing respondents based on how the

7 50
company policies protected to workers.

Chart showing any problems with present

8 51
management setup.

Chart showing that the company policies should be

9
changed 52

Chart showing that providing the training for

10 53
beginners is satisfied or not.
 CHAPTER – 1

INTRODUCTION
&
RESEARCH METHODOLOGY
 CHAPTER – I
INTRODUCTION & RESEARCH METHODOLOGY

INTRODUCTION
Human resource is consider to be the most valuable asset in any
organization. It is the sum-total of inherent abilities, acquired knowledge
and skills represented by the talents and aptitudes of the employed persons
who comprise executives, supervisors and the rank and file employees. It
may be noted here that human resource should be utilized to the maximum
possible extent, in order to achieve individual and organizational goals. It
is thus the employee’s performance, which ultimately decides, and
attainment of goals. However, the employee performance is to a large
extent, influenced by motivation and job satisfaction

The term relates to the total relationship between an individual and

the employer for which he is paid. Satisfaction does mean the simple
feeling state accompanying the attainment of any goal; the end state is
feeling accompanying the attainment by an impulse of its objective. Job
satisfaction does mean absence of motivation at work. Research workers
differently described the factors contributing of job satisfaction and job
dissatisfaction.

The survey made regarding the job satisfaction in BSNL will

facilitate and enables the management to know the perceptions and inner
feelings regarding the job they are performing on day-to-day basis. The
term job satisfaction reveals and focuses on the likes and dislikes of the
employees of BSNL. In this particular study the researchers tries to
identify the causes for satisfaction and dissatisfaction among the
employees. So this is the most effective and selective instrument for
diagnosing and peeping into the employee’s problems.

1
 Job satisfaction survey can give the most valuable information the
perceptions and causes. For satisfaction/dissatisfaction among the employees
attitude towards job satisfaction may be either positive or negative. This
positive feeling can be re-in forced and negative feelings can be rectified. This
survey can be treated as the most effective and efficient way, which makes the
workers to express their inner and real feelings undoubtedly.

For any future course of action/ development, which involves employee’s

participation, is considered. The management will get a picture their
employee’s acceptance and readiness. This survey also enables to avoid
misinterpretations and helps management in solving problems effectively. It is
observed during study some of the employees accepted the proposal survey
research.

A perfectly contentment and satisfaction motivates an employees to be

confident with a high morale, it is an asset to organization as a whole.

Thus the high motivation and morale of an employee make him to remain
in the organization and encourage him to face cut throat competition and gives
him enough dynamism to face challenges.

Every human being possess him own unique resource, if properly

channels it by supportive and supplement, ultimately for achieving organization
goals.

As proper breathing and diet is necessary to healthy human being so as is

contentment to the job satisfaction. This contentedness ultimately acts as a key
factor to human resource development.

2
What Is Job Satisfaction?

Job satisfaction, an unquantifiable metric, is defined as a positive

emotional response you experience when doing your job or when you are
present at work.
Leading organizations are now trying to measure this feeling, with job
satisfactionsurveys becoming a staple at most workplaces.

It’s important to remember that job satisfaction varies from employee to

employee. In the same workplace under the same conditions, the factors that
help one employee feel good about their job may not apply to another
employee. For thisreason, it is essential to have a multidimensional approach to
employee satisfaction,covering the following areas:

1. The challenging nature of work, pushing employees to new heights

2. A level of convenience (short commutes, access to the right digital tools,

andflexible hours)

3. Regular appreciation by the immediate management and the

organization as awhole

4. Competitive pay, which employees maintain a good quality of life

5. The promise of career progression in sync with employees’

personal growthtargets.

3
DEFINITION

Job satisfaction refers to a person’s feeling of satisfaction on the job,

which acts as a motivation to work. It is not the self-satisfaction, happiness
or self-contentment but the satisfaction on the job.

Hoppock describes job satisfaction as “any combination of

psychological, physiological and environmental circumstances that cause
and person truthfully to say I am satisfied with my job.

Job satisfaction is defined as the, “pleasurable emotional state resulting

from the appraisal of one’s job as achieving of facilitating the achievement of
one’s job values.

4
OBJECTIVES OF THE STUDY

The main aim of the study is to analyze and examine level of job
satisfaction among the BSNL employees and to know the problems faced by
the employees of the various categories. The specific objectives are as
follows:

1. To observe the level of satisfaction among of employees relating to

the nature of the job and other factors.

2. To identify the extent of job satisfaction in the BSNL and its impact
on the job performance of the employees in the BSNL.

3. To present a profile to evaluate the working environment in BSNL.

4. To examine satisfaction regarding the salary and other benefits of

its employees.

5. To suggest suitable measures to improve the overall satisfaction of the

employees in the organization.

5
SCOPE OF THE STUDY

In the survey an attempt has been made to analyze the job

satisfaction of employees of BSNL, Erode.

The Head Office of the BSNL is situated at New Delhi with as

Circle Office in the Capital of Andhra Pradesh and a Divisional Office at
Erode District. The study tries to understand the level of satisfaction
among the employees of BSNL. It further explains the area on which
employees are mostly dissatisfied.

Job satisfaction of the employees has been analyzed on the basis of

the following 13 job related factors.

1) Salary and monetary benefits

2) Job security
3) Promotion policy
4) Working environment
5) Employees participation in management
6) Freedom of expressions
7) Nature of job
8) Interest taken by superiors
9) Superiors and sub-ordinate relationship
10) Medicare
11) Loans
12) sConveyance
13) L.T.C.

6
HYPOTHESIS
It is known fact to all that keeping a employee happy is management’s
responsibility as to get the work done perfectly. But, to feel happy is
employee’s perception. So a satisfied employees is essential element for
improving efficiency and effectiveness.

1. Job satisfaction is great motivator, which keeps the employees

always in high morale.

2. Job satisfaction among employees result in increasing

the perception of the organization.

3. Job satisfaction reduces the resistance among employees for

the new implementations.

7
RESEARCH METHODOLOGY

In the preparation of this report, the researcher the data from different
sources. The sources of data as follows:

Primary data:

This data is gathered from first hand information sources by the

researcher, this data collection from employees, managers, clerks etc.,
by administrating the questionnaire having face to face interaction with
employees.

Secondary data:

This will give the theoretical basis required for the report presentation
which can be available from various sources such as magazines, office files, inter
office manual and web site.

Area of Study:

The report was undertaken in Erode city.

Sample Design:

Data has been collected from 100 respondents.

Tools Used:

Simple Percentage Analysis.

8
CHAPTER SCHEME

The study has been presented in five chapters

CHAPTER I
The chapter deals with the introduction, statement of problems, objectives,
scope, Research methodology & data analysis.

CHAPTER II
This chapter deals with a theoretical aspects of job satisfaction & review of the
literature.

CHAPTER III
This chapter deals with profile of a study

CHAPTER IV
This chapter deals with data analysis and interpretation.

CHAPTER V
This chapter consists of findings, suggestion and conclusion.

9
 CHAPTER – II

THEORITICAL ASPECTS
OF
JOB SATISFACTION
&
REVIEW OF LITERATURE

10
 CHAPTER – II
THEORITICAL ASPECTS OF JOB SATISFACTION
&
REVIEW OF LITERARTURE

“I am satisfied with the job” is one way to define job satisfaction.

Limelight on job satisfaction was brought by Hop pock in1935.

He reviewed 32 studies on job satisfaction. Prior of 1933 the job
satisfaction is combination of psychological, physiological and
environmental circumstances that course to say truthfully that “I am
satisfied with my job.”

The success of any organization depends on the effective

utilization and motivation of human resources..

Job satisfaction is an integral of the organizational climate and

importance element in management and employee relationship.

Job satisfaction is derived from the Latin words “Satis” and

“facere”, which means “enough and to do” respectively. Job
satisfaction refers to an employee’s general attitude towards his job.

Situational Factor.
Individual Characteristics.
Group and social relationship outside the job.
11
 Job satisfaction is the ultimate function of all these and many
individual attitudes put together. Many thinkers consider it a
collective force and not an unitary phenomenon.

Every individual has some needs and desires that need to be

fulfilled. Any job, which fulfils these needs, provides satisfaction.
Satisfaction is one’s contentment job that induces motivation and
interest in work, which creates pleasure or happiness from job.
Hence satisfaction plays a vital role in every aspect of individual’s
life, without satisfaction in life it becomes very difficult to survive.

MEANING

 The term job satisfaction refers to an employee’s general attitude

towards his job.
 Job satisfaction is the favorableness or un-favorableness with
which employees view their work.
 In order to understand job satisfaction, perhaps the first step
should be to demarcate the boundaries among such terms as
attitudes motivation and morale.
 A job is an important part of life. Job satisfaction influences one’s
general life satisfaction.
 The result is that satisfaction arises from a complex set of
circumstances in the same way the motivation does.

12
Job Satisfaction Leads To

 Motivates towards high productivity

 Want to remain with organization.
 Act effectively in crisis.
 Accept necessary changes without resentment or resistance.
 Promotes the interest of the workers in the organization.

THEORIES

There are vital differences among experts about the concept of

job satisfaction. Basically, there are four approaches/ theories of
job satisfaction.

They are;
1. Fulfillment Theory
2. Discrepancy Theory
3. Equity Theory
4. Two-Factor Theory.

13
Fulfillment theory

The main aim of this theory is to measure satisfaction in

terms of rewards a person receives or the extent to which his needs
are satisfied. Job satisfaction cannot be regarded merely as a
function of how much a person receives from his job but it is the
strength of the individual’s desire of his level of aspiration in a
particular area.

The main difficulty in his approach as observed by willing is

that job satisfaction is not only a function of what a person
receives but also what he feels he should receive, as there would
be considerable difference in the actual and expectations of
persons.

Discrepancy Theory

The proponents of this theory is that satisfaction is the

function of what a person actually receives from his job
satisfaction and what he thanks receives or expects to receive.

This approach does not make it clear whether or not over

satisfaction is a part of dissatisfaction and if so, how it differs from
dissatisfaction.

14
Equity Theory

The proponents of this theory are of the view that a persons

satisfaction determined by his perceived equity which in from is
determined by his input-output balance when compared to others
input-output balance. Input-output balance is the perceived ratio of
what a person received from his job relative to what he contributes
to the job.

Two-Factor Theory

This theory was developed by Herzberg, Manusner,

Paterson and Capwell who identified certain factors as satisfiers
and dissatisfies.

Factors such as achievement, recognition responsibility etc., are

satisfiers, the presence of which causes satisfaction but their
absence does not result in dissatisfaction on the other hand the
factors such as supervision salary, working conditions etc are dis-
satisfiers the absence of which cause dissatisfaction however their
presence does not result in job satisfaction.

This theory is considered invalid as a person can get both

satisfaction and dissatisfaction at the same time.

15
DETERMINANTS OF JOB SATISFACTION

According to Abraham A. Kumar there two types of variables,

which determine the job satisfaction of an individual.
These are:
1. Organization Variables
2. Personal Variables

Organization variables:

 Occupational Level: The higher the level of the job, the

greater the satisfaction of the individuals. This is because,
higher level of jobs carry greater prestige and self-control.
This relationship between occupational level and job
satisfaction stems from social reference group theory in our
society values some jobs more than others. Hence people in
values like them more than those who are in non- valued jobs.
The relationship may also stem from the need fulfillment
theory.

 Job content: Greater the variation in job content and less the
repetitiveness with which the tasks must be performed, the
greater the satisfaction of the individuals involved. Since job
content in terms of variety and nature of tasks called for is a
function of occupational level. The theoretical arguments
given above apply here also.
16
 Considerate Leadership: People to be treated with
consideration. Hence considerate leadership results in higher
job satisfaction than in considerate leadership.

 Pay and Promotional opportunities: All other things being

equal these two variables are positively related to job
satisfaction.

 Interaction among Employees: Here the question is, when

interaction in the work group is a source of job satisfaction and
when it is not.

Interaction is more satisfying when:

1. It results in the cognition that other persons attitudes are

similar to ones own since, this permits are ready
calculability of the others behavior and constitutes a
validation of one self.

2. It results in being accepted by other and

3. It facilitates and achievement of goals.

17
 Personal Variables

For some people, it appears that most jobs will be dissatisfying

irrespective of the organizational c/onditions, where for other most
jobs will be satisfying personal variable for this difference.

 Age
 Educational Level
 Role perception
 Sex

18
 5 Reasons Why Job Satisfaction Is so Important
By actively working on satisfaction in the workplace, you end up
with employees who are more engaged, involved, and eager to go the
extra mile. This benefits your company in several ways.

1. Satisfied employees translate into satisfied customers

If employees are unhappy at work, the chances are that this will
reflect in their interactions with the customer. Contact centers,
specifically, cannot afford to have dissatisfied employees – this is
sure to show in every word they say and every campaign they work
on.

Even in non-customer-facing jobs, low satisfaction can cause

errors in the workflow – for example, a higher defect rate in
manufacturing and bad code in software development. This is why
employee satisfaction is vital for customer-centric companies.

2. Voluntary turnover will come down

Sometimes, turnover can be good for business, as it brings fresh

talent into the organization. But voluntary turnover looks different
– you risk losing top talent you have carefully trained over the
years.

19
 Also, this talent takes with it tribal knowledge once it leaves the
company, which could toughen up the competition for your
products and service offerings. On the other hand, a satisfied
workforce is less likely to quit.

3. You increase the chances of referrals

Employee referrals are the most effective method of recruitment,

bar none. A report by JobviteOpens a new window found that referrals
make up 7% of all applications but an overwhelming 40% of all hires.
An employee satisfied with the work conditions and the pay scale is
far more likely to recommend their friends than a dissatisfied
employee.
Non-compensation related factors make up a big part of this benefit, as
employees will assess multiple factors before recommending someone
else.

4. Satisfaction is directly linked to your productivity

In a positive work environment, employees are more likely to

bring their best to work every day. For example research by the
Social Market Foundation and the University of Warwick’s Centre
for Competitive Advantage in the Global Economy (CAGE)Opens a
new window found that happy employees are 20% more productive
than unhappy employees on average!

20
There’s also a secondary reason for this – high-satisfaction workplaces
prioritize employee wellness. Therefore, they are more likely to look
after themselves, and address stress/burnout/health issues, before it
impacts work.

5. In the long term, you can dramatically reduce HR costs

Typically, you need to plan for both fixed and variable costs as
part of your HR budget. Low satisfaction could significantly dent the
variable aspect of this equation – dissatisfied employees require
targeted surveys, specialized learning and development, additional
career assistance, and ultimately may lead to rehiring and retraining
costs in the case of turnover. All of this needs you to invest more than
you had expected.

By making job satisfaction a priority at your company, you

can stay ahead of the curve and ensure that there are no
unprecedented issues arising due to low satisfaction.

Driven by these benefits, more and more organizations are

investing in job satisfaction initiatives. And this has had a marked
impact on job satisfaction, as seen in the following statistics.

21
 Job Satisfaction Examples

Employees consider a job satisfying when it aligns with their

goals and expectations. They want it to be fulfilling, challenging, and
fun. Let's take a look at different examples that display job
satisfaction.

Location: A person who works at a lively and beautiful location close

to their home, with an urban office building, will be more satisfied at
their job than someone who has to travel hours to get to their office in
an unpleasant surrounding.

Culture: Culture affects the job satisfaction of an employee. If the

culture - the communication flow, power difference, freedom of
expression, etc. - aligns with the habits and expectations of the
employee, it increases the chances of job satisfaction.

Tasks: If the daily tasks are challenging and different, employees feel
rewarded after accomplishing them. It makes the job more interesting
than when employees perform mundane tasks, giving them a sense of
satisfaction.

Employee Relations: If employees have healthy relationships and trust

in themselves, it leads to a happy and calm working atmosphere. It
contributes to job satisfaction.

22
REVIEW OF LITERATURE

23
 A review of literature is the mirror of the earlier studies, which

enables the researcher to identify the scope for further research. Many

studies on the subject of communication had been conducted in

different parts of the world. However, the studies on BSNL were

comparatively fewer. The present study is concerned with the customer

perception of BSNL telecom sector. An attempt is made to review the

literature available on that aspect so that a greater insight into the

subject can be obtained. The review had facilitated the pursuing of this

research work in the area which has not been hitherto adequately dealt

with in India.

Banumathi and Kalaivani had revealed that the customers face

problems like poor coverage of area, poor voice clarity, difficulty in

getting connectivity etc. They had suggested that the poor coverage of

area and poor voice clarity could be minimized by installing more

number of towers.

Karabi Bandyopadhyay had stated that the mobile payment

systems and services in operation world over. Mobile phones were
equipped with contactless smart card use near field communication
technology to exchange data between the mobile device and nearby
smart card readers. Mobile wallets had become popular in developing
countries such as Kenya and the Philippines.
24
 In Rangeswara Reddy J.V., in their article, has analysed that

Thomas Watson was Alexander graham bell’s right-hand man who helped

him create the telephone. Celluar phones are an offshoot of graham bell’s

invention. These work and have to be activated with the help of an

electronic chip which are provided by many service providers. The

objective of the paper is to study the satisfaction level of customers,

product awareness and consumer behaviour with reference to NOKIA

mobile handset users. The type of sampling is convenient random

sampling and Sample size is 100 for analysing the responses of

customers, we have used simple averages and for the purpose of

interpretation of analysed data some of the graphical representations were

used.

Anil Jain in his research he has analysed the purpose of using

telecom products with special reference to videotext, radio paging, voice

mail and electronic mail offered by MTNL by interviewing 2,763

companies 828 bank branches and 83,970 senior executives in India

through Delpi Technic. He has explored that 66 per cent of respondents

use pages to cover about 35 km radially, 88 per cent of them get 60 calls

per day out of which 20 calls from voice mail through electronic private

branch exchange. The majority of the respondents use electronic mail

private branch exchange.

25
The majority of the respondents use electronic mail for inters office

communication and videotext for getting information relating to tour

and travel, hotel, stock exchange, banking, market survey, city, current

news and office operation.

Suguna Lakshmi and Syam Ali had made a study to determine

the customer satisfaction on the operating hours of the telephone and

coverage under the Grameen Sanchar Sewak Scheme (GSS Scheme)

introduced by BSNL. The findings revealed that the majority of the

users of telephones under GSS scheme were dissatisfied with the

operating hours of the telephone and their coverage in remote villages.

26
 CHAPTER - III

PROFILE OF BHARAT
SANCHAR NIGAM
LIMITED

27
 CHAPTER – III
PROFILE OF BHARAT SANCHAR NIGAM LIMITED

TELECOM IN INDIA

Telecom in India was started by private persons in 1851 as

“Public Utility Service”. Subsequently it was taken over by Govt.
of India in 1943 as department of Telecommunication, it
functions under the communication ministry headed by a Cabinet
Minister. The office is situated at New Delhi, having circle
offices in all states in India. The circle office is located at the
capital city of the every district of all states under supervision of
General Manager. It is world’s 7th largest company and India’s
No.1 Telecom Company and celebrating 150 years of Telecom
Services.
The BSNL is formed on 1st October 2000. The BSNL is the
largest public sector, serving more than 35 million customers and
with a work force of 4,50,000 offices and employees, for its
maintenance and operation. With the successful launch of
BSNL’s WLL, Mobile and Broadband services all over the
country. It has the responsibilities to improve already quality of
telecom services expansion of telecom network, taking telecom
services in all the villages and instilling confidence amongst its
customers.
The company with a sound financial base is ready to face
the impact of the upcoming competition. BSNL has received an
overwhelming response to its simultaneous launch of cellular
28
 mobile Telephone Services (CMTS) across the country.. The
introduction of DSL technology in the access network will be
another solution to meet the demand for high bandwidth
considerably. Other technological innovations in the form of
Managed Leased Line Networks (MLLN),LMDs DLCs AND
RLC in the access network are in different phases of
implementation.
Commissioning of DWDM in the main routes through
“Sanchar Sagar Project “ has laid the foundation for the
formation of National Information Super Highway. Introduction
of Internet Telephony (“WEBPHONE”) has proved our
commitment towards “Providing World-class Telecom Services
at a very affordable price to its valued customers.

To day in Erode, BSNL have a strong network of 100%

digitalized exchanges interconnected by 100% reliable
transmission media. They serve 1,05,989 landline customers
through 117 exchanges. BSNL commissioned a state of the art
Digital Trunk Automatic Exchange of 12,000 lines capacity
exclusively for long distance traffic, introduced Intelligent
Network Services (India Telephone Cards, Free Phone Services,
Televoting, etc.,) recognize digital exchanges of latest technology
in the tricity so as to offer Contrex facility all over the city.

29
HISTORY OF BSNL
Bharat Sanchar Nigam Limited is India's government
enterprise and its history can be traced back to the British India.
The foundation of telecom network in India was laid by the
British sometime during the 19th century. During the British era,
the first telegraph line was established between Calcutta and
Diamond Harbour in 1850. The British East India Company
started using the telegraph in 1851 and until 1854 telegraph lines
were laid across the country. In 1854, the telegraph service was
opened to the public and the first telegram was sent from Mumbai
to Pune. In 1885, the Indian Telegraph Act was passed by the
British Imperial Legislative Council. After the bifurcation of Post
and Telegraph department in the 1980s, the creation of
Department of Telecom eventually led to the emergence of the
government owned telegraph and telephone enterprise which led
to the foundation of BSNL.

For 160 years, BSNL had operated the public telegram service.
In 2010 the telex network between its 182 offices was replaced
with the "Web Based Telegram Messaging System" which relied
on internet connections rather than telex lines (which are more
reliable where power outages are more common). This led to a
decline in service, and the company applied the title "diminished
service" to telegrams in 2010. Finally on 15 July 2013 the public
telegram service was shut down completely.

30
 PRODUCT AND SERVICES

BSNL Mobile is a major provider of GSM network under brand

name CellOne and BSNL all over India. It has wide network
coverage in both urban and rural areas of India. It has over 121.82
million customers across India.

BSNL Mobile offers prepaid, postpaid services and value-

added services such as Free Phone Service (FPH), India Telephone
Card (Prepaid card), Account Card Calling (ACC), Virtual Private
Network (VPN), Tele-voting, Premium Rate Service (PRM). It also
offers the IPTV which enables customers to watch television through
the Internet and Voice and Video Over Internet Protocol (VvoIP).

BSNL Landline

BSNL Landline was launched in early 1990s. It was the

only fixed-line telephone serving for whole country before the
New Telecom Policy was announced by the Department of
Telecom in 1999. Only the Government-owned BSNL and
MTNL were allowed to provide land-line phone services through
copper wire in the country. BSNL Landline is the largest fixed-
line telephony in India. It has over 9.55 million customers and
47.20% market share in the country as of 28 February 2021.

31
 INTERNET

BSNL is the fourth largest ISP in India, with having

presence throughout the country. It also has the largest fibre-based
telecom network in the country, around 7.5 lakh kilometers, among
the four operators in the country.

BSNL Broadband

BSNL Broadband provides telecom services to enterprise

customers including MPLS, P2P and Internet leased lines. It
provides fixed-line services and landline using CDMA
technology and its own extensive optical fiber network. BSNL
provides Internet access services through dial-up connections as
prepaid, NetOne as postpaid, and DataOne as BSNL Broadband.

BSNL Bharat Fiber

BSNL Bharat Fiber (FTTH) was launched in February

2019. It offers TV over IP (IPTV), Video On-Demand (VoD),
Voice over Internet Protocol (VoIP), Audio On-Demand (AoD),
Bandwidth On-Demand (BoD), remote education, video
conferencing services, interactive gaming, Virtual Private LAN
services. BSNL said that, its huge optic fiber network provides
fixed access to deliver high-speed Internet up to 300 Mbit/s.

32
 Bharat Net

With effect to Govt. of India's policy decision to provide

state-owned BSNL with another revival package worth 1.64 lakh
crore rupees, the struggling PSU was merged with Government's
special purpose vehicle BBNL. This gave the struggling PSU a
boost and an additional advantage of additional 5.67 lakh kilometre
of optical fibre which has been laid across 1.85 lakh village
panchayats in the country using the Universal Service Obligation
Fund (USOF). Currently, it has an optical fibre cable network of
over 6.83 lakh kilometre.

BSNL 4G

BSNL started 4G service in some parts of India since

January 2019 such as Bihar, Jharkhand and Uttar Pradesh, but is
limited to a few cities or towns. Most of 4G services are currently
available in Southern India. However, BSNL is trying to launch
pan India 4G services up to September 2022. The telecom minister
said that BSNL will launch its 4G services all over India on 75th
Independence day of India along with various other projects.

33
BSNL 5G

On behalf of the Govt. of India, the hon'ble Minister of

Communications Ashwini Vaishnaw announced that the State-
Owned Telco would start its 5G operations by 15 August 2023. He
also added that the 4G and 5G network of the state-owned BSNL
would be a completely home-grown indigenous 4G and 5G
network technology; thus, emphasising more on Govt. of India's
Atmanirbhar Bharat.

IP SERVICE

BSNL Wing Services

On 16 August 2018, BSNL has launched "BSNL Wings
Services" in 22 telecom circles in which, there is no need of
SIM card or cable wiring as is a VoIP service through an app.
It offers unlimited free calling for one year throughout India.

Cyber Attack

In July 2017, BSNL had suffered a cyber attack which

affected south India, especially Karnataka, when a malware
affected the telco's broadband network using modems with
default passwords. The virus has reportedly affected 60,000
modems and blocked their internet connectivity. Later BSNL
issued an advisory notice to its broadband customers, urging
them to change their default router username and passwords.

34
VISION

To become the largest telecom Service Provider in Asia.

MISSION
 To provide world class State-of-art technology
telecom services to its customers on demand at
competitive prices.

 To provide world class telecom infrastructure in its area

of operation and to contribute to the growth of the
country's economy.

OBJECTIVES
 To be the Lead Telecom Services Provider.

 To provide quality and reliable fixed telecom service

to our customer and there by increase customer's
confidence.

 To provide mobile telephone service of high quality

and become no. 1 GSM operator in its area of
operation.

 To provide point of interconnection to other

service provider as per their requirement promptly.

 To facilitate R & D activity in the country.

35
CONTRIBUTE TOWARDS

 National Plan Target of 500 million-subscriber bases

for India by 2011.

 Broadband customers base of 20 million in India

by 2011 as per Broadband Policy 2004.

 Providing telephone connection in villages as per

government policy.

 Implementation of Triple play as a regular

commercial proposition.

BOARD OF DIRECTORS AND HUMAN RESOURCE

The corporate structure of BSNL Board consists of CMD and

fivefull time Directors. Human Resources Planning and
Development, new services, operations, financial, commercial
and marketing who manage the entire gamut of BSNL. There are
two government nominees on the time Board of directors of the
BSNL.

36
 With a corporate philosophy that human resources as the
most prized assets of the organization. It’s natural for BSNL to
continually to plan, recruit, train, develop and apprise of the
organization have build up a strong base for the conducting the
business activities. In that order BSNL believes in the following:

 BSNL has a vast reservoir of highly skilled and expertise work

force about 4,50,000 personnel.

 BSNL believe that their staff is one of the best trained man
owed in the telecom sector is the biggest asset of the
organization.

 The organization believes that their future depends on our staff

that provides service to valued customers and says to touch
with them.

 To meet the technological challenges, employees are trained

for technology up gradation, modernization, computerization
etc. in BSNL’s training centers spread across country. These
centers are properly equipped with the requisite infra structure
facilities such as lecture rooms, modern audio visual aids,
libraries, hostels etc.

 Different curriculum run in these centers to import technology

based training for additional change, basic education and skill
development programmes etc.

37
 BSNL is a technology-oriented integrated telecom service
providing company which provides complete bouquet of
telecom services:

 Wire line Services

 GSM Mobile Services including 2G, 3G, 4G & Value added
Services (VAS)
 Internet and Broadband services including Fiber to the Home
(FTTH)
 Wi-Fi services
 Data Center services
 Enterprise Data services such as Leased circuits, MPLS VPN etc
 National Long Distance services
 International Long Distance Services.

38
Organization Chart of BSNL:

39
Distribution of Group-wise staff strength of DOT
and BSNL (numbers) as on 31st March 2007 is
indicated below:

Including 3783 nos. Industrial Workers

40
HIERARCHY OF ERODE DISTRICT TELECOM

The hierarchy of the Bahrath Sanchar Nigam Limited, at Erode

district can be explained as in the following manner:

 The General Manager will look after all the activities of BSNL
at Erode SSA. Under GM, there are two DGMs and one SDE.

 The Deputy General Manager of planning and rural look after

the planning and rural telecom network maintenance. Planning
the future activities.

 Sub Divisional Engineer, DOTSOFT is in charge of

telecom software.

 Commercial Officer is responsible for commercial activities

such as new phone connections, phone services etc.

 The Divisional Engineers will look after the

Administration activities, Finances etc.

 Administrative Officer, Telephone-Revenue (TR) will see

the issues regarding Telephone Bills, collecting Revenues
etc.

41
42
 Chapter - IV

DATA ANALYSIS
&
INTERPRETATIO
N

43
 CHAPTER – IV
DATA ANALYSIS & INTERPRETATION

1. ARE YOU SATISFIED WITH THE WAGES PAID TO YOU?

Yes No
80 20

(Data in Percentage)

Interpretation:

80 percent of the employees are satisfied with the wages paid to them.
Only 20 percent of the employees feel that there should be a hike in wages
paid to them.

44
2. DO YOU HAVE ANY INCENTIVES WAGE SCHEMES
FOR EFFICIENT WORK ON YOUR
ORGANISATION?

Yes No
70 30

(Data in Percentage)

Interpretation:

70 percent of the employees feel that there should be an incentive wage

scheme for efficient work in the organization.

45
3. ARE YOU SATISFIED WITH THE PRESENT
WORKING CONDITIONS AND
ENVIRONMENT?

Yes No
90 10

(Data in Percentage)

Interpretation:

Almost all the employees are satisfied with the present working conditions
and environment.

46
4. IS THE MANAGEMENT HELPFUL AND SYMPATHETIC
TO YOUR PROBLEMS IN WORKSTATION?

To Some To Large
extent extent
70 30

(Data in Percentage)

Interpretation:

70% of the employees feel that the management is sympathetic to some

extent in their problems faced at workstation.

47
5. ARE YOU SATISFIED WITH THE
FACILITIES PROVIDED WITH THE
ORGANIZATION?

To Some To Large
extent extent
90 10

(Data in Percentage)

Interpretation:

Almost all the employees are satisfied with facilities provided with the
organization.

48
6. DOES THE MANAEMENT HAVE GOOD RELATION
WITH THE WORKERS?

To Some To Large
extent extent
70 30

(Data in Percentage)

Interpretation:

70% of the employees feel that the management has a good relation with
the workers and only 20% of them feel that the management should improve
their relation with the workers.

49
7. DO YOU FEEL THAT THE COMPANY
POLICIES REALLY PROTECT YOUR
INTEREST?

To Some To Large
extent extent
60 40

(Data in Percentage)

Interpretation:

60% of the employees feel that the company policies really protect their
interest. 40% of them feel that their interests are not protected.

50
8. DO YOU HAVE ANY PROBLEMS WITH THE
PRESENT MANAGEMENT SETUP?

To Some To Large
extent extent
50 50

(Data in Percentage)

Interpretation:

Only 50% of the employees are satisfied with the present management
setup and the other 50% is not satisfied and feel that there should be change
in the setup.

51
9. DO YOU FEEL THAT THE COMPANY
POLICIES SHOULD BE CHANGED?

To Some To Large
extent extent
60 40

(Data in Percentage)

Interpretation:

60% of the employees feel that the company policies should be changed
and 40% of them feel that the policies of the company are up to their
satisfaction.

52
10. DOES THE COMPANY PROVIDE ANY TRAINING TO
IMPROVE YOUR PERFORMANCE? IF YES, ARE
YOU SATISFIED WITH THE TRAINING PROVIDED?

To Some To Large
extent extent
90 10

(Data in Percentage)

Interpretation:

Almost all the employees are satisfied with the training provided by the
company to improve their performance.

53
 CHAPTER – V

FINDINGS, SUGGESTIONS
&
CONCLUSION

54
 CHAPTER – V
FINDINGS, SUGGESTIONS & CONCLUSION

FINDINGS

Besides several other factors the economic development of a country

depends upon the effective functioning of employees. In order to achieve this
the superiors and the state should take necessary steps for the satisfaction of
employees in their respective jobs.

 Almost all the employees are satisfied with the wages paid to them.

 70% of the employees feel that there should be an incentive wages

scheme for efficient work in the organization.

 Employees are satisfied with the present working conditions and feel
secure about their job.

 70% of the employees feel that the management is sympathetic to some

extent in their problems faced at workstation,

 Management shares a very good relation with the workers.

 Employees are satisfied with the facilities provided to them and are free
to express their views freely to the management.

 Supervisors are ready to clear the doubts and help in improving their
performance.

55
 50% of the employees are satisfied with the present management setup.

 60% of the employees feel that the company policies should be changed.

 Employees are satisfied with the training provided to them in

improving their performance.

 Medical, educational and housing loans are the financial benefits

provided to the employees by the organization.

 Expenses for the injured workers are borne by the organization.

 Medical compensation is also provided to the injured workers.

 70% of the employees feel that the company policies really protect their
interests.

56
SUGGESTIONS

 50% of the employees feel that the present management should

be changed.

 40% of the employees feel that the company policies should be

changed.

 30% of the employees feel that the company policies are not
able to protect their interests and hence they should be changed.

 Majority of the employees feel that there should be an incentive

wage scheme for efficient work in the organization.

 The management should be more helpful and sympathetic

towards the problems faced by the workers at the workstation.

57
CONCLUSION

The workers of BSNL @Erode stated that they are highly

satisfied with the job and they are satisfied towards their working
performance at BSNL. Hence in my study the company offers a
better service to the works and they are motivated.

58
BIBLIOGRAPHY & ANNEXURE

59
 QUESTIONNAIRE

A. Profile:

Name :

Age :

Income :

Qualification :

Designation :

Date of Joining :

B. Personal Problems & Benefits :-

1. Are you satisfied with the wages paid to you?

(a). Yes (b). No

2. Do you have any incentive wage schemes for efficient work

in your organization?
(a). Yes (b). No

60
 3. Are you satisfied with the present working conditions and
environment?
(a). Yes (b). No
4. Is the management helpful and sympathetic to your problems in work
station?

(a). Yes (b). No

5. Are you satisfied with the facilities provided with the organization?

(a). Yes (b). No

6. Does the management have good relation with the workers?

(a). Yes (b). No

7. Do you feel that company policies really protect your interests?

(a). Yes (b). No

8. Do you have problems with the present management setup?

(a). Yes (b). No

9. Do you feel that the company policies should be changed?

(a). Yes (b). No

10. Does the company provide any training to improve your performance?
If yes, are you satisfied with the training provided?

(a). Yes (b). No

61
 REFERENCES

Ashwathappa. K Human Resource

Management Tata Mc

Graw Hill Publications

Deith Davis Human Relation at Work

Tripathi Personnel management & industrial Relations

P. Subba Rao Essentials of Human Resources and Industrial

Relations

C.B. Mamoria Human Resource Management

62