The Joint Action Committee has taken apt decision at the appropriate time to observe “Customer Delight Month” in May, extended to June 2011. Two months are almost over. It is time that we have to examine to what extent the programme has been successful. It is true that within two months any programme in such a big PSU extended all over India can not be correctly evaluated. But we have to see what progress we had made.
The first issue is that how much awareness we could make. In this case it can surely be stated that the message has gone in a big way that BSNL is in real difficulty and that unless something is done, the future will be dim. The experience of the other PSUs like ITI, HMT etc. which has gone loss making and also that the government will not come to the rescue of the workers are well understood.
The second is analysing why the profitable BSNL has gone down in a upbeat market where there is a lot of opportunity for expansion and development, where there are many crores of people who are still not having phone connections. Why private companies are able to utilise the opportunity and why the PSUs BSNL and MTNL are losing the market shares at the same time?
The answer is not difficult to find. In short it is the wrong anti-PSU policies of the government emanated from the neo-liberal policies that have resulted BSNL becoming weak. While all concessions and facilities for growth are granted to private telcos, the PSU telecos are discriminated in every way.
Second is the mismanagement. The ITS officers, who are the top management had technical capability in earlier technologies, but are not uptodate with the present technological development. Transfer of technology has not taken place. Further the present requirement is more on business and marketing than on technology. Unfortunately, not much have been done in this aspect. Inability to procure sufficient equipments and connected materials is another big issue.
There is a slackness all over the work force whether executive or non-executive. This has not been adequately addressed to.
There are many other reasons, but the above in a nut shell covers the main issues.
The observation of Customer Delight Month has made the management and workers aware of these issues to an extent. Results are there in few places. But much more has to be done. The management and the entire workforce have to discuss together and plan our strategy for further improvement.
We need not be panicky. If the 3 lakh workers are determined, no force can stop them. Let us be optimistic.