The main objective of the study is to identify the various Critical Success Factors that are crucial for the success of the BSNL as a quality telecom service provider in the market and also to evaluate these factors for the BSNL, and to identify the gap (if any) between the desired and the actual performance in terms of these CSFs. From the findings of the study it is concluded that the overall performance of the network in terms of congestion levels on traffic and control channels is found satisfactory except for few cells that do not meet the benchmarks set by TRAI; the call-drop rate is found to be within the acceptable limits; the downtime of the network is found to be within the acceptable values; the handover success rate for the entire network is found quite adequate; and the utilization of the network during the peak hour is within acceptable norms.