A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company


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A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company

  1. 1. A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company At Essar Telecom Vodafone Ltd Company Mumbai Submitted by Asif Khan Roll No.19 Under the guidance of Prof. Naseem Ahmad Ansari ORIENTAL COLLEGE OF COMMERCE AND MANAGEMENT BACHELOR OF MANAGEMENT STUDIES, ANDHERI (WEST), MUMBAI. DECEMBER 2013-14 1
  2. 2. DECLARATION I, Mr. Shaikh Imran Alluddin of Oriental College Of Commerce & Management of TYBMS hereby declare that I have completed my project, titled „A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company‟ in the Academic Year 20132014. The information submitted herein is true and original to the best of my knowledge. 2
  3. 3. CERTIFICATE I Mr. NASEEM AHMAD ANSARI hereby certify that Mr. Asif Khan of Oriental college of commerce & management of TYBMS has completed his project, „A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company‟ in the academic year 2013-2014. The information submitted herein is true and original to the best of my knowledge. ______________ Signature of the Principal Signature of Project Guide & Internal Examiner [Mr. NASEEM AHMAD ANSARI] External Examiner 3
  4. 4. ACKNOWLEDGEMENT This project is an outcome of survey, which I have to undergo for the partial fulfillment of the TYBMS. I wish to put on record my sincere gratitude to the following person without whose support the completion of this project would not have been possible. With immense pleasure I am to present this project on “A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company” At the very outset, I would like to express my profound sense of gratitude to the authorities of vodafone Telecom Company Specially Mr. Aushiesh Kumar (R.M. of Mumbai) stand for providing me opportunities to access the record on the basis of which this project report stands. I express my special thanks to Prof. Naseem Ahmad Ansari (Project Guider) for guidance & encouragement in project maintenance. 4
  5. 5. PREFACE A project work has an objective to make management student familiar with real life business situation and give an opportunity to the student to understand the theoretical concept of marketing in practical way. I am extremely happy to present the report before my respected teacher the project report entitled to me is “A Comparative Study of Mobile Services Provided By Vodafone & Other Telecom Company” As the Vodafone Ltd. is a biggest telecom company of entire world. The competition is growing day by day some other telecom services his situation to touch competitions and entry of foreign companies in India promoted me to do the work on the sales promotion market. In this project I have done the survey of Mumbai‟s market in telecom aria. 5
  6. 6. TABLE OF CONTENTS SR.NO Contents Page No 01 Introduction 07 02 Company profile 36 03 Product Profile 47 04 Objective of study 56 05 Research Methodology 63 06 Data Analysis 65 07 Limitation 75 08 Recommendation 76 09 Conclusion 80 10 Questionnaire 81 11 Bibliography 85 6
  8. 8. We will be the communications leader in an increasingly connected world Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings, joint ventures, associated undertakings and investments. The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the United States the Group's associated undertaking operates as Verizon Wireless. During the last two financial years, the Group has also entered into arrangements with network operators in countries where the Group does not hold an equity stake. Under the terms of these Partner Network Agreements, the Group and its partner networks co-operate in the development and marketing of global services under dual brand logos. At 30 June 2008, based on the registered customers of mobile telecommunications Ventures in which it had ownership interests at that date, the Group had 269 million customers, excluding paging customers, calculated on a proportionate basis in accordance with the Company's percentage interest in these ventures. The Company's ordinary shares are listed on the London Stock Exchange and the Company's American Depositary Shares ('ADSs') are listed on the New York Stock Exchange. The Company had a total market capitalization of approximately £79 billion at 30 June 2008. Vodafone Group Plc is a public limited company incorporated in England under registered number 1833679. Its registered office is Vodafone House, The Connection, Newbury, and Berkshire, RG14 2FN, England 8
  9. 9. HISTORY Vodafone over the years Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Then known as Racal Telecom Limited, approximately 20% of the company's capital was offered to the public in October 1988. It was fully emerged from Racal Electronics Plc and became an independent company in September 1991, at which time it changed its name to Vodafone Group Plc. Following its merger with Air Touch Communications, Inc. („Air Touch‟), the company changed its name to Vodafone Air Touch Plc on 29 June 1999 and, following approval by the shareholders in General Meeting, reverted to its former name, Vodafone Group Plc, on 28 July 2000. Key milestones in the development of Vodafone can be found in the following sections, organized by year: 2008 Vodafone acquires a 70% stake in Ghana Telecom for $900 million (July) Vodafone launches the M-Paisa mobile money transfer service on Afghanistan's Roshan. Afghanistan is added to the Vodafone footprint. (February) 9
  10. 10. 2007 A consortium led by Vodafone Group is awarded the second mobile phone license in Qatar (December). Vodafone agrees to acquire Tele2 Italia SpA and Tele2 Telecommunication Services SLU from Tele2 AB Group. (October) Vodafone announces completion of the acquisition of Hutch Essar from Hutchison Telecommunications International Limited. (May) Safaricom, Vodafone‟s partner in Kenya announces the launch of M-PESA, an innovative new mobile payment solution that enables customers to complete simple financial transactions by mobile phone. (February) Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a leading operator in the fast growing Indian mobile market, (February) Vodafone announces agreements with both Microsoft and Yahoo! to bring seamless Instant Messaging (IM) services to the mobile which can be accessed from both the PC and mobile handsets. (February) Vodafone signs a series of ground-breaking agreements which will lead to the mobilizing of the internet. You Tube agrees to offer Vodafone customers specially rendered YouTube pages on their mobile phones. With Google, Vodafone announces its intention to develop a location-based version of Google Maps for With eBay, Vodafone announces it is to offer the new eBay mobile Service to customers, With MySpace.com Vodafone announces an exclusive partnership to offer Vodafone customers a My Space experience via their mobile phones. (February). Vodafone reaches 200 million customers (January) 2006 Sale of 25% stake in Switzerland's Swisscom (December) Sale of 25% stake in Belgium's Proximus. (August) The numbers of Vodafone live! Customers with 3G reached 10 million in March 2006. We acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May 2006. 10
  11. 11. Launch of mobile TV capability and Vodafone Radio DJ, which offers a personalized, interactive radio service streamed to 3G phones and PCs. 3G broadband through HSDPA launched offering faster than 3G speeds. Japan business sold to Soft Bank. „Make the most of now‟ global marketing campaign launched. Sir John Bond succeeds Lord MacLaurin as Chairman. 2005 We completed the acquisition of MobiFon S.A. (Romania) and Oskar Mobile a.c. (Czech Republic) (May). Launch of Vodafone simply, a new easy -to-use service for customers who want to use voice and text services with minimum complexity (May). Introduction of Vodafone Passport, a voice roaming price plan that provides customers with greater price clarity when using mobile voice services abroad 2004 We launched our first 3G service in Europe with Vodafone Mobile Connect 3G/GPRS data card. We have 14 Partner Networks with new agreements in Cyprus, Hong Kong and Luxembourg. Vodafone live! With 3G launched in 13 markets (November). 11
  12. 12. 2003 At the GSM Association Awards Ceremony in Cannes, France, we won the mobile industry's most prestigious awards in two categories, best Consumer Wireless Application or Service and Best Television or Broadcast Commercial for its global consumer service, Vodafone live! Our premium handsets for Vodafone live! The Sharp GX10, won the Best Wireless Handset Award for the Sharp Corporation. Vodafone live! Attracts 1 million customers in its first six months. Verizon Wireless and Vodafone co-operate on laptop e-mail, internet an corporate applications access for the US and Europe. Arun Sarin succeeds Sir Christopher Gent as Chief Executive. 2002 We trial our global mobile payment system in the UK, Italy and Germany. The trial enables customers to purchase physical and digital goods using their mobile phone. We launch the first commercial European GPRS roaming service. Customers are able to seamlessly access services such as corporate e-mail, intranet and personalized information on their mobile phones, laptops or PDAs over GPRS. The Vodafone Group Foundation is launched, with plans to contribute £20 million to community programmes, guided by the Group Social Investment Policy. In October, we announce the launch of Vodafone live!, a new consumer proposition, and Mobile Office, a new business proposition. In November, 12
  13. 13. Vodafone Remote Access is launched as part of Mobile Office. The service gives business customers an easy way to connect to their corporate LAN to access email, calendar and other business specific applications whilst on the move. 2001 We acquire Ireland's leading mobile communications company, Eircell. Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a 'strategic alliance agreement'. The Group completes the acquisition of a 25% stake in Swisscom Mobile. We introduce instant messaging to our networks, a faster and more efficient way to communicate using text messages via SMS or WAP. First global communications campaign launched in August. The campaign features TV, cinema, print, online and outdoor media, each version asking the question, 'How are you?'. First Vodafone Partner Agreement with TDC Mobil A/S, Denmark's leading mobile operator. The agreement is the first of its kind in the mobile industry and means Vodafone and TDC Mobil will cooperate in developing, marketing and advertising international roaming products and services to international travelers and corporate customers. We make the word's first 3G roaming call (between Spain and Japan). 2000 On 4 February, terms are agreed with the Supervisory Board of Mannesmann by which Mannesmann would become a part of the Vodafone community. The transaction almost doubles the size of the Vodafone Group. The agreement to acquire Mannesmann AG receives European Commission clearance on 12 April 2000. 13
  14. 14. Verizon Wireless is launched in May; the combination of Vodafone Air Touch's and Bell Atlantic's US cellular, PCS and paging assets. Board Members  John Buchanan - Deputy Chairman  Andy Halford - Chief Financial Officer  Alan Jebson  Nick Land  Anne Lauvergeon  Simon Murray  Luc Vandevelde  Tony Watson  Philip Yea Board members  Sir John Bond  Andy Halford  Anthony Watson  Philip Yea  Vittorio Colao  Nick Land  John Buchanan  Alan Jebson  Anne Lauvergeon  Simon Murray  Luc Vandevelde 14
  15. 15. Chairman: Sir John Bond Meet the board Sir John Bond became Chairman of Vodafone Group Plc on 25 July 2006 having previously served as a Non-Executive Director. The Deputy Chairman, John Buchanan, is the nominated senior Independent director and his role includes being available for approach or representation by directors or significant shareholders who may feel inhibited from raising issues with the Chairman. He is also responsible for conducting an annual review of the performance of the Chairman and, in the event it should be necessary, convening an annual meeting of the non-executive directors. The Company considers all its present non-executive directors to be fully independent. Read the terms of appointment for non-executive directors. The executive directors are Vittorio Colao (Chief Executive) and Andy Halford. 15
  16. 16. Chief Executive Vittorio Colao Vittorio Colao became Chief Executive of Vodafone Group Plc on 29 July 2008, having previously served as a Board Director. John Buchanan - Deputy Chairman Board director since: 1 April 2003 Board committees: Nominations and Governance Committee and Audit Committee John Buchanan is a member of the Nominations and Governance Committee and of the Audit Committee and, solely for the purposes of relevant legislation, is the board's appointed financial expert on that Committee. He retired from the board of BP Plc in 2002 after six years as Group Chief Financial Officer and executive director following a wide-ranging career with the company. He was a member of the United Kingdom Accounting Standards Board from 1997 to 16
  17. 17. 2001. He is the Deputy Chairman of Smith & Nephew plc and a non-executive director of AstraZeneca PLC and BHP Billiton. Andy Halford - Chief Financial Officer Andy Halford became the Chief Financial Officer of the Company in July 2005. He joined Vodafone in 1999 as Financial Director for Vodafone Limited, the UK operating company, and in 2001, he became Financial Director for Vodafone's Northern Europe, Middle East and Africa Region. In 2002, he was appointed Chief Financial Officer of Verizon Wireless in the US. Prior to joining Vodafone he Was Group Finance Director at East Midlands Electricity Plc. 17
  18. 18. What we do? Mobile is always at the heart of what we do, but now we are moving into integrated mobile and PC communication services. We are doing that in two ways – wirelessly through 3G and HSDPA (High-Speed Download Packet Access), but also using fixed line broadband services like DSL (Digital Subscriber Line). Our customers benefit from a complete Vodafone experience in and out of their homes and offices. They are notified about email with our consumer push email service, access existing instant messaging services on the move, and share images and video captured on their handsets. We offer a suite of products that, starting with voice calls, offers our customers an alternative to a traditional fixed telephone line. Vodafone Zuhause in Germany and Vodafone Casa in Italy, provide our customers with an easy-to-use mobile service, combined with low-cost fixed line telephony and DSL (Digital Subscriber Line) broadband. We have extended our reach into the office by delivering richer business applications and integrated fixed and mobile services, such as higher speed internet access. With developments in technology we can provide integrated mobile and PC offerings to give our customers a consistent experience whether they are at home or on the move. Products and Services  Voice  Data  Fixed and other services  Devices 18
  19. 19. Technology  How do mobiles work?  Mobile evolution  Network infrastructure  Privacy Policy  Terms & Conditions  Mobile Version Data services We offer a number of products and services to enhance our customers‟ access to data services, including Vodafone live! for consumers as well as a suite of products for business users such as Vodafone Mobile Connect data cards and internet-based and corporate email solutions. 19
  20. 20. Vodafone live! – Internet on Your Mobile Quick stats:* 2 million customers Simple and secure browsing of online services Unlimited browsing tariff available Vodafone live! Offers 750,000 songs Vodafone live! Includes selection of latest games on handsets Mobile TV has an average of 850,000 subscribers a month “Internet on your Mobile” offers easy to use and secure browsing, including Google search, an unlimited browsing tariff and access to some of the most popular online services. You can use your mobile to access and update your social networking profiles, view and upload YouTube videos, buy and sell items on eBay, and check locations on Google Maps. You can also chat to friends easily with Yahoo! and MSN instant messaging using an easy to use dedicated interface. Using the new Vodafone live! mobile and PC music player you can search for music, artist pages and previews from a catalogue of more than 750,000 songs. Music from some of the world‟s greatest artists is available, with music secured from agreements with major record labels such as Sony BMG Music Entertainment, EMI, Universal Music, Warner Music, as well as independent music labels. Mobile TV offers an average of 20 channels from both local and international broadcasters. Vodafone has local agreements with broadcasters, such as the BBC, ZDF, RAI, Pro-Sieben, Channel 4 and RTL, as well as international broadcasts from HBO, Fox, NBC Universal, Warner Brothers, UEFA Champions League, Vodafone McLaren Mercedes and MTV, ensuring diverse and relevant mobile content. 20
  21. 21. Vodafone Mobile Connect Quick stats:* 2.7 million customers Built-in 3G broadband on 44 laptop models 7.2 Mbps down and 2.1Mbps up using Vodafone Mobile Connect card with HSPA technology Vodafone Mobile Connect enables you to access the internet on your laptop or PC via Vodafone Mobile Connect data cards or Vodafone Mobile Connect USB modems. Business customers can access services such as email, corporate applications and company intranets using the service. Vodafone Mobile Connect card: You can enjoy built-in 3G broadband from Vodafone across 44 laptop models, including Vodafone‟s partners Acer, Dell, HP and Lenovo. Everything you need to make an internet connection from your computer using a mobile network is installed and configured, allowing you to work on the move. The Vodafone Mobile Connect card with 3G broadband offers enhanced speeds which can be up to 7.2 Mbps downlink and up to 2.0 Mbps uplink by utilizing HSPA technology. Vodafone Mobile Connect USB modems: There is a range of Vodafone Mobile Connect USB modems with exclusive designs. The USB modems are “plug and play” compatible, allowing for a fast set up and making the device easy to use. 21
  22. 22. Privacy Policy Vodafone Group Plc (hereinafter referred to as "Vodafone" "us" "we" or "our") is committed to respecting your privacy and to complying with applicable data protection and privacy laws. You can visit www.vodafone.com ("Site") without disclosing any personally identifiable information about yourself. We have provided this Privacy Policy Statement to help you understand how we collect, use and protect your information when you visit the Site. We wish to help you make informed decisions, so please take a few moments to read the sections below and learn how we may use your personal information. For the purposes of this Privacy Policy Statement "Vodafone Group" means Vodafone Group Plc and any company or other entity in which Vodafone Group Plc owns (directly or indirectly) more than 15% of the issued share capital. You should read this notice in conjunction with the Terms and Conditions of use for the Site. Personal Information Collection We endeavour to collect and use your personal information only with your knowledge and consent and typically when you use services, make customer enquiries, register for information or other services, or when you respond to communications from us (such as questionnaires or surveys). The type of personal information we may collect could include, for example, your name and postal address, date of birth, gender, telephone and fax numbers, email address, and lifestyle and other information collected on registration or through surveys. If you choose to provide us with personal information it will be used in support of the intended purposes stated at the time at which it was collected, and subject to any preferences indicated to you. 22
  23. 23. You acknowledge that by providing data to us, you consent to the processing of your data in accordance with this Privacy Policy Statement. Access to your Information You can write to us at any time to obtain details of the personal information we may hold about you.* Data Protection Manager (SAR), Vodafone Limited, Vodafone House, The Connection, Newbury, RG14 2FN, England Please quote your name and address. We would be grateful if you could also provide brief details of what information you want a copy (this helps us to more readily locate your data). We will take all reasonable steps to confirm your identity before providing you with details of any personal information we may hold about you. *we may charge GBP10.00 to cover the administration costs involved. Information Security Please be aware that communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered - this is the nature of the World Wide Web/Intranet. Vodafone cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control. Transferring your information outside of the European Economic Area** It may be necessary to transfer your personal information to other companies within the Vodafone Group located in countries outside of the EEA. This may happen where our servers or such companies are based outside of the EEA or where you use our services and products while visiting countries outside of the EEA. The data protection and other laws of these countries may 23
  24. 24. not be as comprehensive as those in the UK or the EU - in these instances we will take steps to ensure that your privacy rights are respected. **The European Economic Area (EEA) currently comprises the Member states of the European Union plus Norway, Iceland and Liechtenstein. Privacy Support Vodafone reserves the right to amend or modify this Privacy Policy Statement at any time and in response to changes in applicable data protection and privacy legislation. If you have any enquiry about Vodafone's data protection and privacy policy or practices, please write to: Data Protection Manager UK Regulatory Vodafone Limited Vodafone House The Connection Newbury RG14 2FN England Terms & Conditions Please read these Terms and Conditions carefully. These are the general Terms and Conditions governing your access and use of this website ("Site"). If you do not agree with them, you should not proceed any further on the Site. By continuing to use the Site and/or any of the services shown on the Site, you agree to be bound by these Terms and Conditions. 24
  25. 25. 1. Use of content 1.1 The services that we are providing to you via the Site consist of the Content and the Functionalities available on the Site or otherwise provided to you as a result of your use of the Site ("Services"). 1.2 You acknowledge and agree that you are only permitted to use the Site and the Services as expressly set out in these Terms and Conditions or on the Site. 1.3 You agree that the Site and the Services are for your own personal use only on a single computer or device. 1.4 You may not  Copy, disclose, modify, reformat, display, distribute, licence, transmit, sell, perform, publish, transfer or otherwise make available any of the Services or any information learned by you whilst using the Services or accessing the Site  Remove, change or obscure in any way anything on the Site and/or the Services or otherwise use any material obtained whilst using the Site and/or Services except as set out in these Terms and Conditions  Reverse engineer or decompile (whether in whole or in part) any software used in the Site and/or the Services (except to the extent expressly permitted by the applicable law)  Copy or use any material from the Site and/or the Services for any commercial purpose  Remove, obscure or change any copyright, trade mark or other intellectual property right notices contained in the original material or from any material copied or printed from the Site or obtained a result of the Services. 25
  26. 26. 1.5 Any use of caching, http accelerators such as Harvest, Squid, Netscape proxy or Microsoft Catapult, or similar technology is permitted, however, you have the responsibility of ensuring you are viewing the most recent version of the webpage on content. 1.6 You may establish a link or "deep link" to the Site from your site, provided that you have obtained Vodafone's prior written consent and that in Vodafone's sole discretion, the context is relevant and the link or its description is not detrimental to Vodafone. 2. Your Obligations 2.1 You warrant that you will only use the Site and the Services in accordance with these Terms and Conditions and in an appropriate and lawful manner and by way of example and not as a limitation that you shall not (and shall not authorize or permit any other party to): 2.1.1 Receive, access or transmit any Content which is obscene, pornographic, threatening, racist, menacing, offensive, defamatory, in breach of confidence, in breach of any intellectual property right (including copyright) or otherwise objectionable or unlawful; 2.1.2 Circumvent user authentication or security of any host, network or account (referred to as "cracking " or "hacking") nor interfere with service to any user, host or network (referred to as "denial of service attacks") nor copy any pages or register identical keywords with search engines to mislead other users into thinking that they are reading Vodafone's legitimate web pages (referred to as "page-jacking") or use the Site or the Services for any other unlawful or objectionable conduct. Users who violate systems or network security may incur criminal or civil liability and Vodafone will at its absolute discretion fully cooperate with investigations of suspected criminal violations, violation of systems or network security under the leadership of law enforcement or relevant authorities; 2.1.3 Use the Site and/or the Services to advertise or offer to sell any goods or services for any commercial purpose without Vodafone's written consent; 26
  27. 27. 2.1.4 Knowingly or recklessly transmit any electronic Content (including viruses) through the Site and/or the Services which shall cause or is likely to cause detriment or harm, in any degree, to computer systems owned by Vodafone or other Internet users; 2.1.5 Hack into, make excessive traffic demands, deliver or forward chain letters, "Junk mail" or "spam" of any kind, surveys, contests, pyramid schemes or otherwise engage in any other behavior intended to inhibit other users from using and enjoying the Site and/or the Services or any other web site, or which is otherwise likely to damage or destroy Vodafone's reputation or the reputation of any third party. 2.2 You acknowledge that chat, discussion group or bulletin board services and similar services that may be offered by Vodafone ("Public Communication Services") are public communications and your communications may be available to others and consequently you should be cautious when disclosing personal or sensitive information or any information which may identify you. Vodafone is not responsible for, and does not control or endorse any Content of any Public Communication Services. 3. Your Information Vodafone's usage of your personal information is governed by the Vodafone Group's Privacy Policy Statement (link to privacy policy at the foot of this page), which forms part of these Terms and Conditions. 4. Proprietary rights 4.1 All Trade Marks used on the site and/or the Services are the trademarks of Vodafone or one of the Vodafone Group companies. You shall only make fair use of the Trade Marks and will not use 27
  28. 28. The Trade Marks, whether design or word marks: (1) as or as part of your own trademarks; (2) in a manner which is likely to cause confusion; (3) to identify products to which they do not relate; (4) to imply endorsement or otherwise of products or services to which they do not relate; or (5) in any manner which does or may cause damage to the reputation of Vodafone or the Trade Marks. 4.2 You acknowledge and agree that the Services and the Site or any part thereof, whether presented to you by Vodafone, advertisers or any third party are protected by copyrights, trademarks, service marks, patents, or other proprietary rights and laws. All rights are expressly reserved. 4.3 You are only allowed to use the Site and the Services as set out in these Terms and Conditions and nothing on the Site and/or the Services shall be construed as conferring an license or other transfer or rights to you of any intellectual property or other proprietary rights of Vodafone, any member of the Vodafone Group or any third party, whether by estoppel, implication or otherwise. 4.4 You hereby grant to Vodafone a perpetual, irrevocable, royalty-free, and worldwide license to reproduce, transfer, modify, adapt and/or publish any Content provided by you to us by email, post or otherwise on the Site and/or the Services as Vodafone sees fit and without notice to you, unless you have indicated otherwise in such communication. 5. Costs 5.1 Use of the Site is currently free. However, Vodafone reserves the right to charge for access to part or all of the Site in the future, subject to giving you clear notice when entering any part to which charges apply. Some services may be chargeable as indicated on the Site and in any accompanying terms and conditions. 28
  29. 29. 5.2 You will need to provide all equipment necessary to access the Site and the services on the Internet and be liable for the payment for the local telephone call charges at the rates published by the telephone operator with whom you make your local calls or any other Internet access charges to which you may be subject. If your equipment does not support relevant technology including but not limited to encryption you may not be able to use certain Services or access certain information on the Site. 6. Liability for content 6.1 It is your sole responsibility to satisfy yourself prior to using the Site and the services in any way that they are suitable for your purposes and up to date. The services are periodically updated and you should check the Site and the services regularly to ensure that you have the latest information. You should also refresh your browser each time you visit the Site and the Services to ensure that you download the most up to date version of the Site and the Services. 6.2 The Site and the Services are provided on an "as is" basis. Although every effort has been made to provide accurate information on these pages, neither Vodafone, nor any of its employees, nor any member of the Vodafone Group, Their suppliers, nor any of their employees, make any warranty, expressed or implied, or assume any legal liability (to the extent permitted by law) or responsibility for the suitability, reliability, timeliness, accuracy or completeness of the Content or any part thereof contained on the Site or the Services. 6.3 You acknowledge that Vodafone is unable to exercise control over the security or subject matter of Content passing over the Site or via the Services and Vodafone hereby excludes all liability of any kind for the transmission or reception of infringing Content of whatever nature. 6.4 Please read the sections headed "Cautionary Statement Regarding Forward- Looking Statements" and "Principal Risk Factors and Uncertainties" in Vodafone Group Plc's Annual Report for the year ended 31 March 2008 for a detailed explanation of forward-looking statements and a review of the reasons why actual results and developments may differ materially from those expressed or implied by these forward looking statements. 29
  30. 30. 6.5 Any information contained in this Site on the price at which ordinary shares or American depository shares in Vodafone Group Plc have been bought or sold in the past, or the yield on such shares, should not be relied upon as a guide to future performance. 7. Liability for third party content 7.1 The Site contains links to the web sites, web pages, products and services also operated by Vodafone or the Vodafone Group and you agree that your use of each web site, web page and service is also subject to the terms and conditions, if any, contained within each website or web page or attached to any products or services. These Terms and Conditions shall be deemed to be incorporated into each set of terms and conditions. In the event that there is any conflict, the terms and conditions contained with the relevant website or webpage or attached to the relevant products or services shall prevail over these Terms and Conditions. 7.2 Vodafone assumes no responsibility for and does not endorse unless expressly stated, Content created or published by third parties that is included in the Site and the Services or which may be linked to and from the Site. 7.3 The Site and/or the Services may be used by you to link into other websites, resources and/or networks worldwide. Vodafone accepts no responsibility for the content, services or otherwise in respect of these and you agree to conform to the acceptable use policies of such websites, resources and/or networks. 7.4 Subject to Clause 11 you agree that Vodafone does not generally and is not required to monitor or edit the use to which you or others use the Site and the services or the nature of the Content and Vodafone is excluded from all liability of any kind (to the extent permitted by law) arising from the use of the Services, and in particular but without limitation to the foregoing, the nature of any Content. Notwithstanding the foregoing, Vodafone reserves the right to edit, bar or remove any Services and/or Content, at any time as Vodafone in its sole discretion believes to be 30
  31. 31. necessary in order to prevent any breach of these Terms and Conditions or any breach of applicable laws or regulations. 8. Exclusion of liability 8.1 Nothing in these Terms and Conditions shall act to limit or exclude Vodafone's liability for death or personal injury resulting from Vodafone's negligence, fraud or any other liability, which may not by applicable law, is limited or excluded. 8.2 Vodafone shall use its reasonable endeavors to ensure the maintenance and availability of the Site and the Services but availability may be affected by your equipment, communication networks, and too many people trying to use communication networks or the Internet at the same time or other causes of interference and may fail or require maintenance without notice. 8.3 Neither Vodafone nor any member of the Vodafone Group shall be liable for any special, indirect or consequential damages or any damages whatsoever, whether in an action of contract, negligence or other tortuous action, arising out of or in connection with the performance of or use of Services available on the site and in particular, but without limitation to the foregoing, Vodafone specifically excludes all liability whatsoever in respect of any loss arising as a result of: 8.3.1 Use which you make of the Site and the Services or reliance on Content or services or any loss of any Services or your Content resulting from delays, non deliveries, missed deliveries, or services interruptions; and 8.3.2 Defects that may exist or for any costs, loss of profits, loss of your Content or consequential losses arising from your use of, or inability to use or access or a failure, suspension or withdrawal of all or part of the Site and the Services at any time. 31
  32. 32. 8.4 All conditions or warranties which may be implied or incorporated into these terms and Conditions by law or otherwise are hereby expressly excluded to the extent permitted by law. 8.5 Your only remedy under these Terms and Conditions is to discontinue using the Site and the Services. 8.6 Vodafone makes every effort to ensure the security of your communications. you are however advised that for reasons beyond our control, there is a risk that your communications may be unlawfully intercepted or accessed by those other than the intended recipient. For example, your communications may pass over third party networks over which we have no control. The Internet is not a secure environment. Unwanted programs or material may be downloaded without your knowledge. 9. Indemnity by you 9.1 You hereby agree to fully indemnify and to hold Vodafone harmless from and against any claim brought by a third party resulting from the use of the Site and the Services or the provision of Content to Vodafone by you and in respect of all losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly or indirectly by Vodafone in consequence of such use of the Site and the Services or provision of Content or your breach or non-observance of any of these Terms and Conditions. 10. Variation 10.1 Vodafone reserves the right to modify the Site and/or the Services or suspend or terminate the Site and/or the Services or access to part or all of them at any time. 10.2 Vodafone reserves the right to revise these Terms and Conditions at any time. Such variations shall become effective two weeks after being posted on the Site. By continuing to use the Site you will be deemed to have accepted the varied Terms and Conditions. 32
  33. 33. 11. Monitoring/recording of communications Monitoring or recording of your calls, emails, text messages or other communications may take place in accordance with the law, and in particular for Vodafone's business purposes, such as for quality control and training, to prevent unauthorised use of Vodafone's telecommunication systems and to ensure effective systems operation and in order to prevent or detect crime. 12. Termination 12.1 Vodafone may elect to suspend, vary or terminate the Services and the Site immediately and without prior notice at any time for repair or maintenance work or in order to upgrade or update the Site and the Services or for any other reason whatsoever. 12.2 Vodafone may elect to terminate the Services or your access to the Site forthwith on breach of any of these Terms and Conditions by you, or if Vodafone ceases to offer the Site and the Services for any reason whatsoever. 13. General 13.1 Governing Law and Jurisdiction - These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales and you hereby submit to the nonexclusive jurisdiction of the English courts. 13.2 Severability - These Terms and Conditions are severable in that if any provision is determined to be illegal or unenforceable by any court of competent jurisdiction such provision shall be deemed to have been deleted without affecting the remaining provisions of these Terms and Conditions. 13.3 Waiver - Vodafone's failure to exercise any particular right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision unless acknowledged and agreed to by Vodafone in writing. 33
  34. 34. 13.4 Representations - You acknowledge and agree that in entering into these terms and conditions you do not rely on, and shall have no remedy in respect of, any statement, representation, warranty or understanding (whether negligently or innocently made) of any person (whether party to these Terms and Conditions or not) other than as expressly set out in these Terms and Conditions as a warranty. Nothing in this Clause shall, however, operate to limit or exclude any liability for fraud. 13.5 Assignment - You in entering into these Terms and Conditions undertake that you will not assign, re-sell, sub-lease or in any other way transfer your rights or obligations under these Terms and Conditions or part thereof. Contravention of this restriction in any way, whether successful or not, will result in the Services being terminated by Vodafone forthwith. Vodafone may assign these Terms and Conditions in whole or in part to any third party at its discretion. 13.6 Rights of Third Parties - A person who is not a party to this Agreement have no rights under the Contracts (Rights of Third Parties) Act 1999 or otherwise to enforce any Clause of this Agreement. 13.7 Force Majeure - Vodafone shall not be liable in respect of any breach of these Terms and Conditions due to any cause beyond its reasonable control including but not limited to, Act of God, inclement weather, act or omission of Government or public telephone operators or other competent authority or other party for whom Vodafone is not responsible. Neither an audit nor a review provides assurance on the maintenance and integrity of the website, including controls used to achieve this, and in particular whether any changes may have occurred to the financial information since first published. These matters are the responsibility of the directors but no control procedures can provide absolute assurance in this area. Legislation in the United Kingdom governing the preparation and dissemination of financial information differs from legislation in other jurisdictions. 34
  35. 35. 14. Definitions "Content" means all data, information, material and content, including but not limited to text, pictures, photographs, software, video, music, sound and graphics; "Services" has the meaning given to it in Clause 1.1; "Functionalities" means the services offered on or via the Site; "Terms and Conditions" means the contract between Vodafone and you incorporating these terms and conditions; "Trade Marks" means the word or mark "Vodafone", however represented, including stylized representations all associated logos and symbols and combinations of the foregoing with another word or mark; "Vodafone" means Vodafone Group Plc, whose registered office is at Vodafone House, The Connection, Newbury, RG14 2FN, England and may also be referred to as "we" or "us" in these Terms and Conditions; "Vodafone Group" means Vodafone Group Plc and any company or other entity in which Vodafone Group Plc owns (directly or indirectly) more than 15% of the issued share capital; "You" means the visitor to the Site that enters into these Terms and Conditions (and "your" shall be construed accordingly). 35
  36. 36. Company profile Our business integrity The Board supports high standards of corporate governance which are critical to our business integrity and to maintaining investors' trust in our Company. Board of Directors Biographies of all Board members and information about the Board and director changes. Board Committees Composition and activities of all three principal Board committees. Executive Committee Information on the Executive Committee and biographies of members. Compliance Details of Vodafone Group Plc's compliance with the UK Listing Authority‟s Combined Code, and information regarding the impact of the Higgs Review and Sarbanes-Oxley Act. 36
  37. 37. Code of ethics In accordance with SEC rules published following the Sarbanes-Oxley Act of 2002, the Company has adopted a written code of ethics applicable to the company's senior financial officers, including the Company's principal executive officer. Disclosure Committee Charter The Company has a Disclosure Committee reporting to the Chief Executive and Chief Financial Officer. The Committee has responsibility for reviewing and approving controls and procedures over the public disclosure of financial and related information. Memorandum of Association Full text of the Memorandum of Association of the Company. Articles of Association Full text of the Articles of Association of the Company, adopted at the AGM in 2008. Investor FAQs Answers to common questions from Vodafone shareholders. 37
  38. 38. Directors' shareholdings Information about changes in directors' shareholdings can be found in the regulatory News (RNS) feed from the London Stock Exchange. Business Principles Our Vision and Values guide the way we act. Our Vision is to be the world‟s mobile communication leader – enriching customers‟ lives, helping individuals, businesses and communities be more connected in a mobile world. Our Values are about how we feel – in other words the Passions that make us the company we are. One of our four corporate Values is 'Passion for the world around us': 38
  39. 39. "We will help the people of the world to have fuller lives - both through the services we provide and through the impact we have on the world around us." At the start of 2002, we introduced a set of ten Business Principles to make our Vision and Values happen. These define our relationships with all our stakeholders and govern how Vodafone conducts its day-to-day business. Our Business Principles apply to all Vodafone operating companies (majority owned businesses). We also promote the Principles to our associate companies (Where Vodafone holds a minority stake) and business partners. Chief Executives are responsible for ensuring application of the Principles within their business. Every employee is expected to act in accordance with the Business Principles. If employees have concerns about the application of the Principles, they can ask their local human resources managers for further advice, or contact the Group Human Resources Director or the Group Audit Director. We are incorporating training on our business principles into our employee induction process. Internal audits in 2002-03 show they have been communicated to over 90% of employees. Read the Business Principles Policy in full in the Corporate Responsibility section. Executive Committee Chaired by Vittorio Colao, this committee focusses on the Group's strategy, financial structure and planning, succession planning, organizational development and Group-wide policies. Representatives of the Executive Committee as of 1 October 2008: Vittorio Colao, Chief Executive Paul Donovan, CEO Central Europe, Middle East, Asia Pacific and Affiliates 39
  40. 40. Michel Combes, Chief Executive Officer, Europe Region Andy Halford, Chief Financial Officer Steve Pusey, Chief Technology Officer Stephen Scott, Group General Counsel and Company Secretary Simon Lewis, Group Corporate Affairs Director Warren Finegol d, Chief Executive, Global Business Development Frank Rövekamp, Chief Marketing Officer Terry Kramer, Group HR Director and Chief of Staff Board committees The standing Board committees are the Audit Committee, the Nominations and Governance Committee and the Remuneration Committee. Note: Further information regarding the activities of these committees can be found in the Corporate Governance section of the Vodafone Group Plc Annual Report for the year ended 31 March 2008. The report is available in Annual Reports. Audit Committee Under its terms of reference the Committee, whose membership is made up entirely of independent directors, is required, amongst other things, to review the Company's results and financial statements, review the activity of the internal and external auditors and monitor compliance with statutory and listing requirements. 40
  41. 41. Members: Nick Land (Chairman) Dr John Buchanan Alan Jebson Anne Lauvergeon Nominations and Governance Committee The Committee provides a formal and transparent procedure for the appointment of new directors to the Board and normally engages external consultants to advise on prospective Board appointees. The quorum for meetings is three members of the Committee, at least one of whom will be the Chairman. The Committee meets at least twice a year, with further meetings when necessary. The Committee reports to the Board on a regular basis and has the power to employ the services of such advisers as it deems necessary to fulfill its responsibilities. Read the full terms of reference Members: Sir John Bond (Chairman) Vittorio Colao Luc Vandevelde Dr John Buchanan Remuneration Committee The Committee, whose membership is made up entirely of independent directors, is responsible to the Board for the assessment and recommendation of policy on executive remuneration and packages for individual executive directors. 41
  42. 42. Read the full terms of reference Members: Luc Vandevelde (Chairman) Simon Murray Tony Watson Philip Yea IPR statement on next generation mobile network technologies Vodafone has a long history of active engagement in standards that lay the foundation of our industry. As such, we continue to be conscious of the fact it is necessary to incorporate and encourage contribution of IPR into standards to ensure continued innovation, whilst also critical in terms of the viability of standards-based products. Currently, the members of the 3rd Generation Partnership Project (3GPP) are standardizing a next generation mobile radio technology called Long Term Evolution (LTE). In parallel, NGMN Ltd. is actively consolidating requirements on candidate next generation mobile technologies. As part of this effort, Vodafone is closely working with its industry partners creating awareness and transparency about IPR and the impact of IPR licensing on future products and services. Vodafone welcomes the industry transition towards full, open disclosure of IPR royalty expectations from all industry partners. In support of this openness Vodafone makes the following statement: "Vodafone anticipates next generation mobile technology to provide data connectivity for a much wider range of devices than just mobile phones and notebooks. All sorts of consumer 42
  43. 43. electronic devices, and also IT, domestic appliances, cars, containers etc. will become connected as part of their key capabilities. While Vodafone respects that holders of IPR built into standards deserve a fair compensation for their R&D efforts, this reward needs to support the success of the technology in an increasingly competitive market. This leads us to believe that the IPR license structure for any next generation mobile technology should be based on the component price of the radio module built in or attached to devices. Vodafone is committed to licensing its next generation mobile radio essential patents (subject to reciprocity) on fair, reasonable and non-discriminatory (FRAND) terms, free of charge." The NYSE rules require that a majority of the Board must be comprised of independent directors and the rules include detailed tests that US companies must use for determining independence. The Combined Code requires a company's board of directors to assess and make a determination as to the independence of its directors. While the Board does not explicitly take into consideration the NYSE's detailed Code and has determined in its judgment that all of the nonexecutive directors are independent within those requirements. As at the date of this Annual Report, the Board comprised the Chairman, four executive directors and eleven non-executive directors. Tests, it has carried out an assessment based on the requirements of the Combined Committees Under NYSE rules, US companies are required to have a nominating and corporate governance committee and a compensation committee, each composed entirely of independent directors with a written charter that addresses the Committees „purpose and responsibilities. The Company's Nominations and Governance Committee and Remuneration Committee have terms of reference and composition that comply with the Combined Code requirements. The Nominations and Governance Committee is chaired by the Chairman of the Board, and its other members are nonexecutive directors of the Company and the Chief Executive. The Remuneration Committee is 43
  44. 44. composed entirely of non-executive directors whom the Board has determined to be independent. The Company's Audit Committee is composed entirely of non-executive directors whom the Board has determined to be independent and who meet the requirements of Rule 10A-3 of the Securities Exchange Act. The Company considers that the terms of reference of these committees, which are available on its website are generally responsive to the relevant NYSE rules but may not address all aspects of these rules. Corporate governance guidelines Under NYSE rules, US companies must adopt and disclose corporate governance guidelines. Vodafone has posted its statement of compliance with the Combined Code on its website. The Company also has adopted a Group Governance Manual which provides the first level of the framework within which its businesses operate. The manual is a reference for Chief Executives and their teams and applies to all directors and employees. The Company considers that its corporate governance guidelines are generally responsive to, but may not address all aspects of, the relevant NYSE rules. Statement of corporate governance policy The Board of directors of the Company is committed to high standards of corporate governance, which it considers are critical to business integrity and to maintaining investors' trust in the Company. The Group expects all its directors and employees to act with honesty, integrity and fairness. The Group will strive to act in accordance with the laws and customs of the countries in which it operates; adopt proper standards of business practice and procedure; operate with integrity; and observe and respect the culture of every country in which it does business. The Combined Code The Company's ordinary shares are listed in the United Kingdom on the London Stock Exchange. As such, the Company is required to make a disclosure statement concerning its application of the principles of and compliance with the provisions of the revised Combined 44
  45. 45. Code on corporate governance (the “Combined Code"). For the year ended 31 March 2006, the Board confirms that the Company has been in compliance with the provisions of section 1 of the Combined Code. The disclosures provided below are nevertheless intended to provide an explanation of the Company's corporate governance policies and practices. US listing requirements The Company's ADSs are listed on the NYSE and the Company is, therefore, subject to the rules of the NYSE as well as US securities laws and the rules of the SEC. The NYSE requires US companies listed on the exchange to comply with the NYSE's corporate governance rules but foreign private issuers, such as the Company, are exempt from most of those rules. However, pursuant to NYSE Rule 303A.11, the Company is required to disclose a summary of any significant ways in which the corporate governance practices it follows differ from those required by the NYSE for US companies. A summary of such differences is set out below. The Company has established a Disclosure Committee with responsibility for reviewing and approving controls and procedures over the public disclosure of financial and related information, and other procedures necessary to enable the Chief Executive and Chief Financial Officer to provide their Certifications of the Annual Report on Form 20-F that is filed with the SEC. Section 404 of the Sarbanes-Oxley Act of 2002 (US) requires the Company to annually assess and make public statements about the quality and effectiveness of its internal controls over financial reporting. As a non-US company, Vodafone is first required to report on its compliance with section 404 for the year ended 31 March 2007. Management's report must describe conclusions about the effectiveness of the Company's internal control over financial reporting based on management's evaluation as of the end of the Company's most recent fiscal year. The Company has established a Steering Committee to provide strategic direction to the Company's section 404 compliance efforts and a Programmed Management Office which monitors progress and provides detailed guidance to the compliance teams that have been set up in the Group's subsidiaries and central functions. The Company's Audit Committee also plays an 45
  46. 46. active role in monitoring these efforts. The Audit Committee receives progress updates at each of its meetings as well as a bi-annual status presentation from the Programmed Management Office. The Company's external auditors have been consulted throughout the project and will continue to be involved as the Company finalizes its review. The Company has reviewed the structure and operation of its "entity level" control environment: the overarching structure of review and monitoring essential to the management of its business. Each of the Company's subsidiaries and central functions has ensured that the relevant processes and controls are documented to appropriate standards, taking into account the guidance provided by the US Public Company Accounting Oversight Board's Auditing Standard No. 2 and subsequent SEC Staff Questions and Answers related to the standard. The approach taken has been to identify the key financial reporting processes so that, in aggregate, the Company has reasonable assurance regarding the reliability of its financial reporting and the preparation of financial statements. The Company is making satisfactory progress on the work required to enable it to report on its compliance with section 404 at 31 March 2007. The Company has also adopted a corporate Code of Ethics for senior executive, financial and accounting officers, separate from and additional to its Business Principles, described below. Information about changes in directors' shareholdings can be found in the Regulatory News (RNS) feed from the London Stock Exchange. 46
  47. 47. PRODUCT PROFILE BASIC SERVICES  Clip  Call Hold/call waiting  Call conference  Clir  Itemized Bill (Post Paid)  SMS  Call Barring (CBARR) (Post Paid) CALLER LINE IDENTIFICATION PRESENTATION (CLIP) Clip identifies the caller by displaying the number of the caller on the handset. This allows you the benefit of accepting or rejecting the call; although, at times caller Line Identification may not appear due to technical problems in the originating network. CALL HOLD/ CALL WAIT This feature allows you to receive or make another call, while you are already busy with a call, without disconnecting it. You can receive or make a second call, by putting the first call on hold. You billed for both the calls. You can activate call waiting by using the menu of your cell phone CALL CONFERENCE (CC) This feature allows you to have a teleconference with up to five people at the same time, from wherever you are. You can conference with either cellular or landline phones, including STD and ISD calls. To make a conference calls simply make your first call. Then put the first call on hold and dial the next number. To conference, scroll through the handset menu and select the conference feature. Now your calls are connected. To invite another person follow the same steps again 47
  48. 48. Note:  Call conference is a handset dependent feature  You are charged for the time on hold and conference  The originator of the calls will be charged for all the calls initiated by him. To use the facility you need to activate the “call waiting” feature on your handset. CALLER LINE IDENTIFICATION RESTRICTION (CLIR) Now, with CLIR you can restrict your cellular phone number from being displayed on the receiver‟s cellular phone. This means, you can maintain complete confidentiality of your number. This feature might not function across operator networks, but will definitely restrict caller ID when called within the same cellular operator network‟s Mobile numbers. ITEMISED BILLING An itemized bill gives you the details of all calls made and received, and of all the other facilities you availed of, on your mobile number during a month. It also carries details of the number called/ received, time and date of the call, duration and the amount charged. SHORT MESSAGING SERVICE This feature allows you to send and receive messages to and from, respectively; almost all national and international cellular operators. SMS allows you access to services lime receiving stock quotes, horoscopes, Jokes messages, email, news and many others. It comes as an in built feature to all Vodafone subscribers. Vodafone offers an array of Services that help you manage your calls better. From caller Identification to call waiting, from call divert to call conference Vodafone redefines convenience. Most of these features are optional and can be availed of on request and carry a nominal subscription charge. To activate any feature call our customers care or visit any Vodafone „n‟ U Showroom. 48
  49. 49. CALL DIVERT (CD) With call Divert, you can divert an incoming call to another cell phone (be it Vodafone or Airtel/ Essar or BSNL cellular Phone) or even a landline number (Within Andhra Pradesh local dialing list). You can divert your calls. VALUE ADDED SERVICES Just when you thought you had the cake, we made it possible for you to eat it too. Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and all those "itsy bitsy" wants of yours that together make up THE BIG SMILING PICTURE. SMS based services to Voice based ones, the Vodafone range cuts across all modes of communication to ensure the BEST VALUE for your money. So be it downloading the latest ring tones or sharing the freshest of blonde jokes, be it checking the status of your cousin's train arrival time or arranging a pick up for your boss's delayed flight, Vodafone hands you the power to do it all. You could also book a surprise movie ticket or deliver those dainty dandelions for your date or access the latest cricket scores or some serious stock information; or maybe even play downloadable games or chill out with some zany chats with buddies on-line. 49
  50. 50. VODAFONE 'S VALUE ADDED SERVICES ARE AS INNOVATIVE AND EXCITING AS YOUR DESIRES. VALUE ADDED SERVICES - UTTAR PRADESH (E) SMS SERVICES –  Vodafone Buzz - Subscription Services – 4560456  SMS Short Code  Text Messaging  Dynamic Voice Mail Service GPRS/EDGE  Vodafone Buzz - Subscription Services – 4560456  SMS Short Code  Text Messaging  Dynamic Voice Mail Service  VOICE  Say Vodafone -456  Ganesh Speaks – 181  Back ground Music VODAFONE GPRS – THE INTERNET ON THE MOVE VODAFONE Vodafone‟s 3G compatible networks supports general Packet radio service (GPRS) and EDGE, which allows you to access internet websites and information portals on your mobile, making it possible to stay informed and remain truly connected in this dynamically changing and competitive environment. Gone are the days when connecting to a website from the mobile took as long as 2 – 3 minutes. GPRS compatible handsets ensure that as a user, you are “always on”. There is no need for a dial up connection or any ISP connection. 50
  51. 51. Now you can now carry the World Wide Web in their pocket – the Vodafone world. Read email, get stock quotes, check the weather, read the Latest news and even chat with friends and “Buddies” on Idea Network, yahoo, MSN and ICQ while on the move. One of the minds – blowing applications on GPRS/EDGE in multimedia Messaging Service (MMS). Vodafone is among the pioneers in the country to provide MMS. This latest innovation in the area of mobile communication provides you the ability to communication provides you the ability to communicate not just in voice or text but also in full color images. Now you can send your emotions to your near and dear ones; with photographs, attach voice clips and append text too. Just in case the receiver does not have on MMS handset, even then the photographs can be accessed from our website http.//www. Vodafone co. in// for your convenience, we have also created a library of photo album and voice clips, from where you can choose and send photographs. Further, you can also compose your own MMS message on the above – mentioned website and send it across to a cellular phone or any e-mail ID. With the introduction of GPRS on its networks, Vodafone also supports the use of the GPRS phone as a modem, providing busy lap top armed executives, like most of you; the opportunity to log in wirelessly while “on the go”. Thus now you can surf the Internet using our GPRS connectivity with your computer. ADVANTAGE OF VODAFONE GPRS  High speed and “ always on “ internet on the move  Internet access on prepaid also  Liberation from the shackles of dial - up or ISP connection.  Receive voice calls or SMS even while logged on to GPRS.  Revolutionary concept of charging - only for what you send and receive  Offers MMS, a platform to communicate not just in voice or text but also in full color images. 51
  52. 52. MARKETING RESEARCH - AN INTRODUCTION Marketing basically consist of spotting the need of customers and meeting them in the best possible manner. Marketing Research plays key role in this process. It helps the firm acquire a better understanding of the consumer, the competition & the marketing environment. It also aids the formulation of marketing Mix. Today carrying out research relating to customers products and market requires specialized skills sophisticated techniques DEFINITION OF MARKETING RESEARCH: “Marketing research is the systematic gathering recording and analyzing of data about problems relating to the marketing of goods and services. “ AMERICAN MARKETING ASSOCIATION 52
  53. 53. CLASSIFICATION OF MARKETING RESEARCH PROBLEM The various marketing research problem can be classified based on the subject matter of research as shown below:1. Research on Product 2. Research on Market 3. Research on consumer 4. Research on advertisement and Promotion 5. Research on distribution 6. Research on Price 7. Research on competition 8. Research on Sales method Research on Products includes studies on the competitive position of a product /brand: the level of consumer acceptance of a products/ brands etc. consumer research includes. Studies on consumer behavior. Buyer Motives consumer loyalty. Consumer resistance etc. Research on market includes market share analysis demand analysis determining market characteristics, market segmentation studies. Analysis of market territories etc. Characteristics, market segmentation reveals trends in competition, evaluates the marketing progress of majors competitors. Shops their strengths and weakness and analysis their vs. Performance. Research on distribution includes studies on distribution policies transportation, warehousing etc. Research on advertisement and promotion includes studies on advertising effectiveness, studies on media and their relative effectiveness and cost- benefits of sales promotion etc. 53
  54. 54. MAIN STEP INVOLVED IN MARKETING RESEARCH 1. Defining the marketing problem tom be tackled and identifying the marketing research problem involved in the task 2. Specifying the information requirement 3. Developing the research design & research procedure. 4. Gathering the information 5. Analyzing the Information & Interpreting it in terms of the problem being tackled. 6. Preparing the Research report TECHNIQUES OF MARKETING RESEARCH Marketing Survey:- Marketing survey is one of the most widely used M.R. Techniques market survey is at times viewed as synonyms with market research. It is just one method of collecting the marketing information required for carrying out a given marketing research task. STEPS IN MARKET SURVEY PLANNING THE SURVEY 1. Problem definition 2. Selection of the survey method 3. Sampling 4. Questionnaire development 5. Pilot survey FIELD WORKS 1. Selection and training of investigator 2. Collection of data 54
  55. 55. 3. Supervision ANALYSIS AND INTERPRETATION OF DATA 1. Editing 2. Tabulating, Processing & Interpreting data 3. Statistical analysis & Interpreting REPORT MAKING 1. Summarizing findings & Recommendations 2. Report writing PREPAID PLANS POST PAID PLANS 55
  56. 56. OBJECTIVE OF SURVEY This Survey is designed to bring about a sharp understanding of the market potential for telecommunication products. The corporate support to different brands. The study is made to assess and access the consumer desire from versatile angles leading to skim out the potentially of market strengthening Vodafone cellular action plan meeting future target not only this much but it also makes a gesture to assess the current to rest competitors of telecommunication. The following are the main objectives of this survey: 1. To find out the degree of market potentiality for Idea. 2. To study the present and future needs of mobile along with corporate support to a particular brand of telecommunication connection in comparison to other competitor of telecom. 3. To study the impact of attributes like price quality of connectivity and services etc. for preferring a particular brand of telecommunication connection. 4. To assess the potentiality of respondent as future target customer for Vodafone telecommunication. 56
  57. 57. OBJECTIVES OF THE RESEARCH The main aim of research is to find out the truth which is hidden and which has not been discovered yet. Though yet each research study has its own specific purpose thesis can be:- 1. To gain familiarity with a phenomenon or to achieve new insights into it (exploratory or formative research). 2. To portray accurately the characteristics of a particular individual situation or a group (descriptive research). 3. To determine the frequency with which something occurs or with which it is associated with something else (diagnostic research). 4. To test a hypothesis of a casual relationship between variables (hypothesis- testing research). TYPES OF THE RESEARCH The basic types of Research are as follows: 1. Descriptive Research: The major purpose of this research is sales promotion activities in telecom with special Reference to idea Cellular. 2. Analytical Research: In this Research the researcher has to use facts or information already available and analyze these to make a critical evaluation of the material. 57
  58. 58. 3. Applied Research: It aims at finding a solution for an immediate problem facing a society or a industrial / business organization. 4. Fundamental Research: It mainly concerned with generalization and with the formulation of a theory. 5. Quantitative Research: It is based on the measurement of quantity or amount. It is applicable to phenomena that can be expressed in terms of quantity. 6. Qualitative Research: It is concerned with the qualitative phenomenon is phenomena relating to or involving quality or kind. 7. Conceptual Research: It is related to some abstract ideas or theory. 8. Empirical Research: It is data based research coming with conclusions, which are capable of being verified by the observation and experiment. 9. Diagnostic Research: Such a research follow case study method or in depth approaches to reach the basic casual relation. 10. Exploratory Research: The objective of this research is the development of hypothesis rather than their testing. 58
  59. 59. My Research: My research is for “Viability and Presence of telecom product at non telecom outlets with reference to Mumbai city" which is being done by Myself first time for "Vodafone cellular" so my research is exploratory research. RESEARCH PROCESS Formulating the Research Problem ↓ Extensive Literature Survey ↓ Preparing the Research Design ↓ Determining Sample Design ↓ Collection the Data ↓ Analysis of Data ↓ Preparation of Report Function of Research Design 1. Statement of evidence needed to solve the problem. 2. Anticipation of what will be done with the data to provide answer to problem. 3. Specification of evidence from where it will be obtained and how. 4. Statement of basic schemes whereby answers will be revealed and validated. 5. A guide for the calculation and approval of the feasibility and cost of project. 6. Provision of blue prints or plan 6 or guiding the work. 59
  60. 60. Types of Research Design There are three types of Research Design. 1. Research Design in case of exploratory research studies. 2. Research Design in case of descriptive and diagnostic research studies. 3. Research design in case of hypothesis- testing research studies. My Research Design My research was exploratory research so I am discussing only exploratory research design. In exploratory research design hypothesis is developed on the basis of the influencing variables which are available. The main purpose to do research design is to find new ideas for which the researcher must always remain alert. There are three principles stages of exploratory research design. First Stage: Survey of secondary information sources. Second Stage: Interview with knowledge persons. Third Stage: Examination of situation that are analyses to the problem. Sampling Design: It refers to the technique or the procedure the researcher would adopt in selecting item for the sample. 60
  61. 61. Different Types of Sample Designs: There are basically two types of sample designs: 1. Non- probability sampling. 2. Probability sampling. My Sampling Design: For the survey of Vodafone cellular in the Mumbai city. Methods of Data Collection There are two types of data: 1. Primary data 2. Secondary data. Primary Data: The primary data are those which are collected a fresh and for the first time and thus happen to be original in character. Secondary Data: In the case of secondary data the nature of data collection work is merely that of complication. 61
  62. 62. Collection of Primary Data: 1. Observation Method. 2. Interview Method. 3. Through questionnaire. 4. Through schedules. Collection of Secondary Data: 1. Various Publication of the Central, State and local government. 2. Technical and trade journals. 3. Book magazines and newspapers. 4. Report and publications of various associations connected with business and industry, bank stock exchange etc. 5. Reports prepared by research scholars, universities economists etc. in different field. Collection of My Secondary Data In my research study I used only primary data and I collected it through the questionnaire methods, I collected these data from Mumbai Limitation of Research Report 1. The finding of this survey were made on the basis of the data provided by the people. 2. We have to collect the information according to the convenience of the people hence the data may not be accurate. 62
  63. 63. RESEARCH METHODOLOGY Preplanning is sin qua non for any kind of work. Preliminary preparation leads to reach closer to the successful achievement of the target. Initially the topic of work upon was decided and basing on which certain imitative to minimize the gap between planning and achievement was taken. Finally a questionnaire was framed in such a fashion focusing certain most important points. (a) Large no. of customer. (b) Availability of various telecom and non telecom outlet. (c) Quality of coverage for existing outlet. (d) Total no. of existing telecommunication user and their level of satisfaction. (e) Availability of basic amenities in a particular city / town / village. (f) Finally assessing the exact living standard of the people in a particular city / town / village. Data Surface: Primary Data. Research Approach: A survey of telecom and non telecom outlet. Research Instrument: Schedule A schedule was prepared and used for collection the primary data. The schedule consisted of question related to:- (a) Usage of telecommunication connection and their coverage connectivity. (b) Availability of various accessories of telecommunication. (c) Present condition of existing telecommunication system. (d) Availability of various towers in the particular area. 63
  64. 64. Objective Schedule: To gather the full detail to arrive at the present and accurate living standard. Comparison to other telecom with special reference to idea. Sample Size: 500 Structured questionnaire help in collection data, (Primary data). Secondary Data were collected by the internet (www.vodafone.com). 64
  65. 65. For Telecom Outlets Are you selling Sim card? Yes No 72% 28% Yes No 65
  66. 66. Which type of sim service Provided? Pre Paid Post Paid Both 70 % 20 % 10 % Pre Paid Post Paid Both Are you sold recharge vouchers? Yes No 68% 32% Yes No 66
  67. 67. Which kind of recharge vouchers sell mostly? Paper Recharge Electronic Recharge Both 45 % 30% 25 % Paper Recharge Electronic Recharge Both How many Network available at your outlet? Two Four Six All available 10% 35% 20% 30% Two Four Six All available 67
  68. 68. Which Network you prefer to sell? Vodafone Loop Idea Airtel Tata Reliance 30% 20% 10% 20% 08% 12% Vodafone Loop Idea Airtel Tata Reliance What‟s the consumer need and demand at you outlet? Better service Better scheme Both of them 25% 35% 40% Better service Better scheme Both of them 68
  69. 69. Do you have any problem with any service provider? Yes No 39% 61% Yes No Would you like to prefer those service provider who provide Better service and attractive margin? Yes No 90% 10% 69
  70. 70. Yes No Are you satisfy with the current Vodafone plans and service? Yes No Can‟t say 35% 25% 40% Yes No Can’t say 70
  71. 71. For Non Telecom outlets Do you sell Sim & Recharge? Yes No 70% 30% Yes No Why don‟t you sell recharge to your existing customer? Financial Problem Unavailability of Schemes 39% Unawareness of Service 24.5% 16.5% 71 Other reason 20.%
  72. 72. Financial Problem Unawareness of Schemes Unavailability of Service Other reason Do you know the attractive margins & schemes? Yes No 59% 41% Yes No Is there any demand of Sim & Recharge? Yes No Up to some extant 60% 30% 10% 72
  73. 73. Yes No Upto some extant Do your existing loyal customers have use of mobile? Yes No 83.60% 16.40% Yes No Would you like to sell Sim & Recharge when your customer Demands? Yes No 90% 10% 73
  74. 74. Yes No 74
  75. 75. LIMITATIONS There are different reasons in the different to markets for not using the Vodafone cellular. The limitation's which was found by me are as under. 1. Lack of proper advertisement and hoarding Vodafone cellular are firstly emphasizing in the area & developed markets only. 2. Lack of tower's of the Vodafone cellular in many places. 3. Lack of regular visit is the small markets. 4. Lack of information provided by the company to the people. 5. Lack of time 75
  76. 76. RECOMMENDATIONS Vodafone cellular is the growing and big competitive industries, today in telecommunication sector there are many company, like BSNL, Airtel, Reliance and now idea & TATA has also launched his telecommunication service TATA Indicom, so, Vodafone has to face many competition in the market in the case of sales promotion activities in telecom with special reference to Vodafone cellular, so, Vodafone has improve the tower in the Rural area also I want to recommended to Vodafone cellular to established there tower as fast as they can do so, Vodafone is a big and stable company so they have to improve themselves as a good telecom service provider. PROMOTION Another one of the 4P's is 'promotion'. This includes all of the tools available to the marketer for 'marketing communication'. As with Neil H.Borden's marketing mix, marketing communications has its own 'promotions mix.' Think of it like a cake mix, the basic ingredients are always the same. However if you vary the amounts of one of the ingredients, the final outcome is different. It is the same with promotions. You can 'integrate' different aspects of the promotions mix to deliver a unique campaign. The elements of the promotions mix are: 76
  77. 77.  Personal Selling  Sales Promotion  Public Relations  Direct Mail  Trade Fairs and Exhibitions  Advertising  Sponsorship The elements of the promotions mix are integrated to form a coherent campaign. As with all forms of communication. The message from the marketer follows the 'communications process' as illustrated above. For example, a radio advert is made for a car manufacturer. The car manufacturer (sender) pays for a specific advert with contains a message specific to a target audience (encoding). It is transmitted during a set of commercials from a radio station (Message / media). The message is decoded by a car radio (decoding) and the target consumer interprets the message (receiver). He or she might visit a dealership or seek further information from a web site (Response). The consumer might buy a car or express an interest or dislike (feedback). This information will inform future elements of an integrated promotional campaign. Perhaps a direct mail campaign would push the consumer to the point of purchase. Noise represents the thousand of marketing communications that a consumer is exposed to everyday, all competing for attention. The Promotion Mix Let us look at the individual components of the promotions mix in more detail. Remember all of the elements are 'integrated' to form a specific communications campaign. 77
  78. 78. 1. Personal Selling Personal Selling is an effective way to manage personal customer relationships. The sales person acts on behalf of the organization. They tend to be well trained in the approaches and techniques of personal selling. However sales people are very expensive and should only be used where there is a genuine return on investment. For example salesmen are often used to sell cars or home improvements where the margin is high. 2. Sales Promotion Sales promotion tends to be thought of as being all promotions apart from advertising, personal selling, and public relations. For example the BOGOF promotion, or Buy One Get One Free. Others include couponing, money-off promotions, competitions, free accessories (such as free blades with a new razor), introductory offers (such as buy digital TV and get free installation), and so on. Each sales promotion should be carefully coasted and compared with the next best alternative. 3. Public Relations (PR) Public Relations is defined as 'the deliberate, planned and sustained effort to establish and maintain mutual understanding between an organization and its publics' (Institute of Public Relations). It is relatively cheap, but certainly not cheap. Successful strategies tend to be longterm and plan for all eventualities. All airlines exploit PR; just watch what happens when there is a disaster. The pre-planned PR machine clicks in very quickly with a very effective rehearsed plan. 78
  79. 79. 4. Direct Mail Direct mail is very highly focused upon targeting consumers based upon a database. As with all marketing, the potential consumer is 'defined' based upon a series of attributes and similarities. Creative agencies work with marketers to design a highly focused communication in the form of a mailing. The mail is sent out to the potential consumers and responses are carefully monitored. For example, if you are marketing medical text books, you would use a database of doctors' surgeries as the basis of your mail shot. 5. Trade Fairs and Exhibitions Such approaches are very good for making new contacts and renewing old ones. Companies will seldom sell much at such events. The purpose is to increase awareness and to encourage trial. They offer the opportunity for companies to meet with both the trade and the consumer. Expo has recently finish in Germany with the next one planned for Japan in 2005, despite a recent decline in interest in such events. 6. Advertising Advertising is a 'paid for' communication. It is used to develop attitudes, create awareness, and transmit information in order to gain a response from the target market. There are many advertising 'media' such as newspapers (local, national, free, trade), magazines and journals, television (local, national, terrestrial, satellite) cinema, outdoor advertising (such as posters, bus sides). 7. Sponsorship Sponsorship is where an organization pays to be associated with a particular event, cause or image. Companies will sponsor sports events such as the Olympics or Formula One. The attributes of the event are then associated with the sponsoring organization. The elements of the promotional mix are then integrated to form a unique, but coherent campaign. 79
  80. 80. CONCLUSION With this the researcher comes to the conclusion part of the research report. It was a wonderful experience for the researcher of working on the topic selected by him. Although it was not an easy task collecting information in the competitive market of telecom services. But taking up the challenge it was very interesting. • It is clear from the analysis Vodafone cellular is much better than other telecom due to the survey of Mumbai according to the customer of Mumbai living standard of high people and lower people. • By the survey I have found that there are many telecom company but and many competitors in market but no anyone defeat the Vodafone cellular. • Many activity of Vodafone cellular as tariff plan, Recharge, there activity customer satisfaction and prove all the best of other telecom. 80
  81. 81. 81
  82. 82. QUESTIONNAIRE OBJECTIVE: - Viability and Presence of telecom product in non telecom outlets with reference to Mumbai. Name …………………………………………………………… Shop Name………………………………………………………… For Telecom Outlets Q1. Are you selling Sim card? YES NO Q2. Which type of sim service Provided? PRE PAID POST PAID BOTH Q3. Are you sold recharge vouchers? YES NO Q4. Which kind of recharge vouchers sell mostly? PAPER RECHARGE ELECTRONIC RECHERGE Q5. How many Network available at your outlet? TWO FOUR SIX ALL AVAILABLE Q6. Which Network you prefer to sell? HUTCH BSNL IDEA AIRTEL TATA RELIANCE Q7. What‟s the consumer need and demand at you outlet? 82 BOTH
  83. 83. BETTER SERCIVE BETTER SCHEME BOTH OF THEM Q8. Do you have any problem with any service provider? YES NO Q9. Would you like to prefer those service providers who provide better service and attractive margin? YES NO Q10. Are you satisfied with the current Vodafone plans and service? YES CAN‟T SAY NO For Non Telecom outlets 1. Do you sell Sim & Recharge? A. Yes B. No. 2. Why don‟t you sell recharge to your existing customer? A. Financial Problem B. Unawareness of Schemes C.Unavailability of Service D. Other reason 3. Do you know the attractive margins & schemes? A. Yes B. No. 4. Is there any demand of Sim & Recharge? A. Yes B. No. C. Up to some extant 5. Does your existing loyal customers have use of mobile? A. Yes B. No 83
  84. 84. 6. Would you like to sell Sim & Recharge when your customer demands? A. Yes B. No. 84
  85. 85. BIBLIOGRAPHY Philip Kotler: Principle of marketing practice Hall of India Pvt. Ltd. C.R. Kothari: Research methodology vishwa prakashan Mumbai. News paper: Times of India. Internet: www.vodafone.com 85