CUSTOMER DELIGHT MONTH

Document Sample
CUSTOMER DELIGHT MONTH Powered By Docstoc
					JOINT ACTION COMMITTEE
              PRESENTS




       CUSTOMER DELIGHT MONTH

               FROM   MAY DAY ONWARDS
 Joint  Action Committee of BSNL
    Associations/Unions is very much
    concerned about the deteriorating
    financial condition of BSNL

 JAC   at CHQ level decided to observe

  “Employees Awareness week”
                  &
 “Customer Delight Month”
EMPLOYEES AWARENESS WEEK
 JAC,  Kerala Circle decided to observe this
  from 25th April to 30th April 2011 in Kerala
  Circle
 Action programmes will be formulated in
  the meetings at Divisional level to achieve
  the objectives
 Objectives – Increase the quality of service
  as well as customer satisfaction and
  message to the public BSNL employees care
  for their customers
“CUSTOMER DELIGHT MONTH”


  STARTING FROM

     “MAY DAY” OF 2011
THE TARGETS TO BE ACHEIVED

 Zero land line, OFC faults : All
  faults to be cleared on the same day
 Zero Broad Band faults : Cable faults
  to be cleared within 48 hours
 Zero Leased line faults
 Zero BTS faults
 CONTINUED…..
 Zero pending work orders of New
  Connections / Broad Band / shifting
 Redressal of customer grievances in
  respect of quality of service, billing,
  stopping migration of customers
 Visiting subscriber premises. Make
  the customers to learn using GPRS,
  through demonstration. This will
  enable the customers to avail value
  added services
 CONTINUED…..
 Properupkeep of the batteries and
 power plant

 Identifying   / disposing of scrap
 materials

          utilization of the space
 Effective
 which had been occupied by scrap
 materials
CONTINUED…..
 Maintaining   punctuality - attending
  office on time
 Manning of the Customer Service
  Centres from 8 am to 8 pm and on
  second Saturdays & Sundays
 Giving proper publicity by issuing
  pamphlets to the public, displaying
  posters /flex boards and publicity
  through media. This is to give a
  message to the public that BSNL
  employees care for their customers
 CONTINUED…..
 Eachemployee should bring at least
 2 new customers (land line, Broad
 Band / Mobile etc.) during this
 month

 To  take all   measures   to   save
 electricity
 CONSTRAINTS ARE THERE
 For  Land line-Non availability of
  stores such as Drop wire, phone etc
 Repairing of FWT, Clip Phone
 For   OFC Faults - SSA wise
  Maintenance team to be formed
 For Broad band- Shortage of Type-I
  modem, u/g cable for NPCs etc. As
  per USO agreement amended, 32
  more free modems to be given to
  USOF Xges (1121X32=35972modems)
 CONTINUED…..

 For   Zero Pending work orders-
  Legally valid Labour assistance to be
  arranged.    Pathanamthitta      SSA
  Model may be explored.
 Immediate action plan required from
  Circle Admn / SSA Admn
 Required fund allocation for Mtce /
  Development work
 ZERO BTS FAULTS
 BTS  Faults are mainly due to media fault –
  OF Cable Mtce team to be formed. When
  ever OF cable break occurs the duration for
  restoration is more
 Due to lightning breakdown of Txmn eqpts
  is a common phenomenon. Because of this
  Xges and BTSs in this area are largely
  affected
 RF Surge arrestors are not provided in
  Huawei BTSs. Immediate action is required
  in this. Vendor may be asked to provide RF
  arrestors immediately
 CONTINUED…..

 Scrapping  of materials-
     All obsolete and unserviceable
  Materials stocked at XGE Premises
  and office building may be scrapped
    All rented buildings to be
  vacated. For this area obtained by
  scrapping unserviceable materials
  and vacant quarters may be utilized
CUSTOMER COMPLAINTS-
 We   were late in realising the fact that the
  customer is the KING. We don't want to
  classify people as per A/B/C/D or
  executives/non-executives or based on
  educational qualifications. Responsibility is
  with all from top to bottom
 We need to empower the people whoever be
  it working at the customer care with full
  fledged information & financial powers to
  settle the complaint right across the counter
CONTINUED…..
 All  Customer Service Centers should
  be manned from 8 am to 8pm
  including Saturdays / Sundays /
  telegraph holidays
 All CSR positions should be made all
  service positions
 Proper advts. inside and outside CSRs
  for our products and services etc
WE EXPECT
 The   programme planned by JAC will
  certainly help to improve the services.
 We stand for a better service to the
  people, also for strong BSNL which
  will be in the interest of workers and
  the nation itself
 We know that every thing can not be
  set right within one month
 Sustained efforts are necessary
JAC  extends sincere thanks to
the Circle Administration for
giving us this opportunity

Same   kind of co-operation
expecting    from  all   SSA
Administration    for     the
successful implementation of
JAC programmes
       Thanks

Joint Action Committee

     Kerala Circle
  Kerala Circle

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:44
posted:7/30/2012
language:English
pages:18