Business process reengineering case of MPLS VPN service in BSNL

Abstract

Business process reengineering is a concept which aims at introducing radical changes in the business process of organisations to achieve better performance. Several companies in the manufacturing sector have applied the concept to revamp their production process. Of late, services industry too started using this concept and related techniques to improve service delivery mechanism to customers. However though BPR concepts and techniques are being used in private sector, the public sector companies in India are lagging behind in this regard. Indian telecommunication sector has witnessed sweeping changes due to implementation of new telecom policy (NTP)-1994,1999, which has opened up the sector to the private companies. As a result customers now have a wide range of services and service providers to choose from. BSNL (Bharat Sanchar Nigam Limited.) which is India s Largest Telecom company which was carved out of Department of Telecom in the year 2000 has played a key role in achieving the targets set by the New Telecom Policy. However, as the heat of competition is rising, customers are distancing themselves from BSNL due to deficiencies in service delivery and poor customer care. The technological changes are also happening rapidly and increasingly data is gaining importance compared to voice. The delivery of services based on data requires a radical change in BSNL s approach customer care since the customer expectations are on higher for data related services. BSNL has to seriously review the present way of doing business, analyse the reason for customers not willing to embrace services and remove the drawbacks in the current procedure and mechanism of working. In this study an attempt has been made to identify and study the flaws in the current customer facing process pertaining to MPLS-VPN (Multi protocol Label Switching-Virtual Private Network) which is a new data based service launched by BSNL for providing highly secure closed user group network connectivity to corporates and other organisations. This study identifies the defects in current process and accordingly develops, a revised process to improve the service delivery mechanism drastically. It also suggests the strategy for implementation of this revised process.