May 19, 2008 08:20 AM
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There has been ever increasing complaint on BSNL style of functioning and problems created by the corrupt staff of BSNL. But the fact remains that BSNL is known for its correct calibration of billing system. Some may say that is a fallacy because the linesmen misuse some customers line by connecting it to a commercial user illegally. The fact remains the system is right but men are wrong.The Japanese came out with a innovative solution when faced with a technical glitch of one soap box was empty of its content, see the approach of two companies:
One of the most memorable case studies on Japanese management was the case of the empty soapbox, which happened in one of Japan's biggest cosmetics companies. The company received a complaint that a consumer had bought a soapbox that was empty. Immediately the authorities isolated the problem to the assembly line, which transported all the packaged boxes of soap to the delivery department. For some reason, one soapbox went through the assembly line empty. Management asked its engineers to solve the problem. Post-haste, the engineers worked hard to devise an X-ray machine with high-resolution monitors manned by two people to watch all the soapboxes that passed through the line to make sure they were not empty. No doubt, they worked hard and they worked fast but they spent whoopee amount to do so.
But when a rank-and-file employee in a small company was posed with the same problem, he did not get into complications of X-rays, etc., but instead came out with another solution. He bought a strong industrial electric fan and pointed it at the assembly line. He switched the fan on, and as each soapbox passed the fan, it simply blew the empty boxes out of the line.
Moral:
Always look for simple solutions.
Devise the simplest possible solution that solves the problems.
Always focus on solutions & not on problems.
This case study reveals that problems afflicting BSNL can be fixed only through innovative means a) Announce incentive scheme of 10% to all employees of BSNL on sale of SIM card, Prepaid, Landline deposits, etc etc.
b) Trap BSNL staff who are corrupt and dismiss them from service through CBI.
c) Ensure motivation of staff in customer handling and empathy
d) Create an environs of customer interface with management.
e) Reward exemplary employees based on consumer feedback
The idea is that BSNL should survive intense private competition and ensure that the Navarathna remains intact. I am sure like what was done in the Railways by Laloo Prasad with BSNL it is much more easy and quicker
