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CUSTOMER DELIGHT MONTH

JOINT ACTION COMMITTEE PRESENTS. CUSTOMER DELIGHT MONTH. FROM MAY DAY ONWARDS. J oint A ction C ommittee of BSNL Associations/Unions is very much concerned about the deteriorating financial condition of BSNL JAC at CHQ level decided to observe

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CUSTOMER DELIGHT MONTH

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  1. JOINT ACTION COMMITTEE PRESENTS CUSTOMER DELIGHT MONTH FROM MAY DAY ONWARDS

  2. 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”

  3. 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

  4. “Customer Delight Month” starting from “May day” of 2011

  5. 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

  6. 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

  7. Continued….. • Proper upkeep of the batteries and power plant • Identifying / disposing of scrap materials • Effective utilization of the space which had been occupied by scrap materials

  8. 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

  9. Continued….. • Each employee should bring at least 2 new customers (land line, Broad Band / Mobile etc.) during this month • To take all measures to save electricity

  10. 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)

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. Thanks Joint Action Committee Kerala Circle

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