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Tata indicom project

  1. 1. To analyze the effect of rural predication on strategy of private Telecom companies mainly mobile & walky with special emphasis Tata Indicom. BY MR. BIPLAB DEBNATH. ( Roll No :- 510815784 ) UNDER Sikkim Manipal University of Health, Medical and Technological Sciences. Distance Education Wing Syndicate House, Manipal – 576104
  2. 2. Annexure A University Centre Address & Code No : MEDIA INFOTECH ( An ISO 9001:2000 Certified Organisation ) 4, Indroloke, H.B. Town , SODEPUR KOLKATA = 110 Centre Code Code No. 892 TITLE OF THE PROJECT To analyze the effect of rural predication on strategy of private Telecome companies mainly mobile & walky with special emphasis Tata Indicom. BY MR. BIPLAB DEBNATH. A Project report submitted in partial fulfillment of the requirement for Masters of Business Administration Of Sikkim Manipal University , INDIA Sikkim Manipal University of Health, Medical and Technological Sciences. Distance Education Wing Syndicate House, Manipal – 576104
  3. 3. Annexure B ( Student’s declaration ) I hereby declare that the Project report entitled To analyze the effect of rural predication on strategy of private Telecome companies mainly mobile & walky with special emphasis Tata Indicom. Submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration To Sikkim – Manipal University, India, is my original work and not submitted for the award of any other degree, diploma , fellowship or any other similar title or prizes. Place: Kolakta BIPLAB DEBNATH Date : 15.12.2009 Reg. No. 510815784
  4. 4. Annexure c The Project report of Mr. BIPLAB DEBNATH To analyze the effect of rural predication on strategy of private Telecome companies mainly mobile & walky with special emphasis Tata Indicom. Is approved and is acceptable in quality and form. Internal Examiner External Examiner Name : Name: Qualification : Qualification : Designation :
  5. 5. Annexure D This is to certify that the project report entiled To analyze the effect of rural predication on strategy of private Telecome companies mainly mobile & walky with special emphasis Tata Indicom. Submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration Of Sikkim Manipal University of Health , Medical and Technological Science Mr. BIPLABDEBNATH Has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other Degree, Diploma , Fellowship or other similar tiles or prizes and that the work has not been published in any journal or Magazine. Certified Reg. No. ( Guide’s Name and Qualification)
  6. 6. Acknowledgement Several people gave valuable assistance to me for this project. I acknowledge my indebtedness & deep sense of gratitude for the encouragement & support given by Mr., TAMAL SEN GUPA who is the guide of my project. I offer my heartfelt thanks to sir who in spite of his busy schedule offered his expert advice & critical suggestions without which this could not have taken its present shape. My heartfelt thanks to Mr. Agradoot Bhaduri, coordinator, faculty Sikkim Manipal University for giving me an opportunity in real life to apply the knowledge gained through books, I am equally thankful to Mr. Nilaj Mahalanavis (General Manager, Consumer Market, Business Unit Tata Indicom, and Kolkata. ), For providing valuable material, which has been included in the annexure of the present project & giving me the latest information in these fields. I also offer my heartfelt thanks to Mr.Prakishit Banerjee(Sales Head Tata Indicom ) ,Anirban Hazara( Area Manager Tata Indicom ),Samrat Raha( Area Manager Tata Indicom). Ayan Bhattacharjee ( Senior Executive Tata Indicom ),Syed Tajjuddin( Senior Executive Tata Indicom),Suman Saha(Sales Executive Tata Indicom) I’m also grateful to: Mr.Tapas Patra. For giving their expert advice & critical suggestion without which this work could not have taken its present shape. This project report is dedicated to my Family . without their co- operations, encouragement & support it is not me to do it. They & co-operate me during the study of this subject in every stages. Mr. BIPLAB DEBNATH Reg No : 510815784
  7. 7. PROJECT CONTENT Index Page No. PREFACE 1 INTRODUCTION 4 MARKET SCENARIO 5 INDUSTRIAL ANALYSIS 24 PROJECT OBJECTIVE 71 RESEARCH METHOD ANALYSIS & FINDINGS FURTHER RESEARCH SCOPE CONCLUSION RECOMMENDATION APPENDIX BIBLIOGRAPHY (This project report contains pages i/c cover pages)
  8. 8. Preface The project is for the partial fulfillment of the academic importance of the course of the “MBA”. Basically, every management course must be compiled with theoretical & practical approaches. The project being done, as a regular management trainee Tata Indicom which is the best telecom service provider as in our country. What is project? According to Ralph Currier Davis a project is “any undertaking that has definite, final objectives representing specified values to be used in the satisfaction of some need or desire”. A project consists of a combination of organizational resources pulled together to create something that did not previously exist & that will provide performance capability in the design & execution of organizational strategies. Projects have is a sequence of tasks with a beginning & an end that are bounded by time, resource & desired results. This means that a project has a specific, desired outcome, a deadline or target date when the must be done, & a budget that limits the amount of people, supplies, & money but a temporary endeavor. “NO project is to not be taken seriously.” As project by an Intel manager. Project Management is the process of combining system, techniques, & people to complete a project with in established goals of time, budget & quality. Good project management saves money. And providing effective control of expensive resources (people, money, equipment ) involved in projects helps not only the bottom line but also the “goals” when they need to be delivered. 1
  9. 9. Formal project management emerged in the late 1950s. Much of the early theory of project management was developed by military organizations working with defense contractors who were involved in supplying large, complex systems to military services. Its beginnings are also found in the construction industry & in the engineering discipline. The use of task forces & other organizational teams contributed to the emergence of project management as an emerging management philosophy & process for the integration of ad –hoc activities in organizations. Projects became characterized by a distinct life cycle & a management system, which provide for a formal & staff organizational design. As project management matures, specialized planning, organization, motivation, leadership, & control techniques emerged to support the management of ad – hoc activities from a focal point in the organizational structure. Professional societies, such as the project Management Institute (PMI), developed, to “transfer” the technology of project management. These societies greatly aided the growing, maturation of the theory & practice of project management. Today, project management is recognized as having a rightful place management discipline. Project management is practiced, to some degree, in all business, industries & in educational, military, government, & ecclesiastical organizations- & even in our personal lives. A body of knowledge (BOK) has been developed to describe the art & contempory organizations are managed. Project management techniques & processes manage projects. PMI defines project management as “ the art of directing & co-ordination of human & material resources through the life of a project by using modern management techniques to achieve predetermined objectives of scope, cost, time, quality & participant satisfaction.” 2
  10. 10. In this project my main objective was to measure  The present status of Telecom service in rural market.  To understand the consumer perception towards the service in rural area.  To analyze the environmental factors in rural market.  To analyze the scope quality in movement Telecom service in rural area  To investigate the Tata Indicom customer satisfaction of the subscriber / in rural ,market.  To analyses the Telecom service in reference to display & display classified advertisement,  To study of determine the Rural marketing position strategy.  To increase & design rural market. Innovative ways. By doing this project I will analyze the current position of the Telecom service under the following heads which have already discussed in the above, by help of some techniques Such as:  Test of hypothesis  SWOT analysis We will try to frame the proper plans of actions, which include the vital information’s for the company. 3
  11. 11. INTRODUCTION As par as norms of the Sikim Manipal University thru final Semester students of MBA must submit a Project Report for the partial fulfillment of their Degree. By completing the project work we can relate our theoretical study with the practical implication and as well as gaining some practical knowledge and gain some idea about how an organization’s different departments works together to fulfill the ultimate objective of all Business House – Marketing. Our Project will cover four main aspects namely---- 1) Market survey & Analysis 2) Point of view of the person who is doing the project & company’s point of view 3) Marketing Procedure of TATA=Indicom Pros & com 4) Developing Solutions The point of view of the person who is doing the project Doing a complete project is essential part in MBA course. Basically which things we learn in our MBA course; by doing a project we can get the test practically. Not only that we can get an experience from a project, like contact to the customer, how to make potential customer, how to develop the business. Main thing is that how to apply those things in our course, which will be helpful in our future work fields. The company point of view To give the permission to do a project has particular interest of the company. Not only that, as the project is a research work so that the company gets valuable information. So it will help the Mkt Div. Of the company for its future rural market development. And developing pro functions. Marketing Procedure of TATA INDICOM As the Bench Mark in the sector of Telecommunication, TATA INDICOM has achieved significant position through out INDIA. 4
  12. 12. MARKET STRATEGY A through study of Tata Indicom and It is competitor like Hutch , Airtel, Reliance and Bsnl is the best method to make a frame work on marketing policy, in this chapter we will try to discuss the marketing position of individual operator. About Reliance Infocom Reliance Infocomis the outcome of the visionary Dhirubhar Ambani’s ( 1932-2002 ) dram to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India’s vast population. “Make the tools of Infocom available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility, “ Dhirubhai Amabni chartd out the mission for Reliance Infocom in late 1999. He was in the potential of information and communication technology a once – in – a – lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment. Working at breakneck speed, from late 1999 to 2002 Reliance built the backbone for a digital India – 60,000 kilometers of fiber optic backbone, crisscrossing the entire country .The Reliacne Infocome pan-India network was commissioned on December 28, 2002, the 70th – birth anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July – 6, 2002. Reliance Infocom network is a pan India, high capacity, integrated ( wireless and wire line ) and convergent ( voice, data and video ) digital network, designed to offer services that span the entire Infocom value chain-infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India. Reliacne in India’s 2nd largest mobile service provider with over 9 million subscribers as on may 2006. Reliacne India Mobile ( RIM ) , its mobile service was commercially launched on May 1, 2003 and become the 2nd larges mobile service in Seven months. RIM is now available to over 5000 cities and towns by the end of financial year 2005- 06’ . 5
  13. 13. Within a short span of one year, RIM has earned many accolades. RIM voted “ India’s most trusted Telecom brand “ by AC Nielsen Survey for brand Equity – The Economic times , 2003. The “Monsoon Hungama “ of July 2003 set a world record in adding one million mobile subscribers in just 10 days. Nearly 90 per cent of the handsets on RIM network are data enabled with access to R World suite of hundreds of Java applications, which is again very unique in the world. With innovation pricing and attractive multimedia enabled handsets, RIM was instrumental in marketing mobile phones affordable to common people and increasing India’s teledensity. Spurred by the innovative offerings from RIM, the total number of mobile subscribers in India grew from 12 million in January 2003 to 37 million in June 2004, with garnering marketing share of 22 per cent. Reliance Infocom’s ( an India wireless network runs on CDMA 2000 Ix technology, which offers superior voice and data experience compared to other competing technologies . Gone are the days when you were bound by a particular handset and a certain phone number. You can now set yourself free with the new Get Started Kit from Reliacne India Mobile. Now, you get to decide what handset you want and then choose a RIM phone number. From a wide array of Gen-next CDMA handset, just select the handset that suits your style and your budget. Lap it with a RIM prepaid or postpaid number of your choice. Use the PIN number given in the Get strted Kit card, follow the simple instructions given on the card to activate your handset and get started. You can become a prepaid or postpaid subscriber by using the appropriate Get Started Kit. Reliacne Infocom will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity of enterprise and individuals. Reliance India Mobile , the first of Infocom’s initatives awa slauncehe on December 28, 2002, the 70th birthday of the Relaice group founder, Shri Dhirubha H. Ambani. 6
  14. 14. This marks the beginning of Reliacne’s dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Relance infocom will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India’s farmers, business, hospitals, government and public sector organizations. A dream come true ( Reliance Mobile ) The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built India’s largest private sector company virtually from scratch, had stated as early as 1999: “Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility.” It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services — for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionising the way India communicates and networks, truly bringing about a new way of life. About Bharat Sanchar Nigam Limited ( BSNL ):- On October 1,200 the Department of Telecommunication Government of India become a corporation and was christened Bharat Sacnchar Nigam Limited. ( BSNL ). Today, BSNL is the No. 1 Telecommunications Company and the largest public sector undertaking of India with authorized capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of over 51 million lines covering more than 5000 towns with over 40 million telephone connections. 7 With latest digital switching technology like OCB, EWSD, axe – 10, FETEX, NEC etc. and widespread transmission network including SDH system up to 2.5 gbps,
  15. 15. DWDM system up to 80 gbs , web telephoney, DIAS , VPN, broadband and more than 4000,000 adata customers, BSNL continues to serve this great nation. Its responsibilities include improvement of the already impeccable services in all villages and installing confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftyly. Today with over 51 million lines capacity, 99.9 % of its exchanges digital, nation wide network management & surveillance system ( NMSS ) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Limited is a name to reckon with in the world of connectivity, Along with its vast customer base, BSNL’s financial and assets bases too are vast and strong. Consider the figures, as they speak volumes on BSNL’s standing : The telephone infrastructure alone in worth about Rs. 1,00,0000 core ( US $ 22.74 billion ). Turnover of Rs . 31,400 crore ( US $ 7.14 billion ). Add to which , BSNL’ s nationwide coverage and reach, comprehensive range of telecom services and a penchat for excellence and you have the ingredients for restructuring India for a bright future . Today , BSNL is most trusted Telecom Brand of India. ABOUT AIRTEL Building Telecom... Building Relationships. Bharti Airtel Limited , a part of Bharti Enterprises , is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the Airtel brand. 8
  16. 16. ABOUT HUTCH Hutch is the brand name of Hutchison Hutchison Essar in India Hutch established its presence in India in 1994 by acquiring the cellular license for Mumbai. It now has operations in 16 circles accounting for 70% of India's mobile customer base. Essar. It established its presence in India in 1994 and was one of the first cellular providers in the city of Mumbai. Over time it has expanded operations across the country and is one of the most respected cellular service providers known for providing world class and innovative services. Hutchison Essar Limited, with about 18.4 million* customers, is one of the most reputed telecom companies in India. Over the years, it has been named the 'Most Respected Telecom Company', the 'Best Mobile Service in the country', and the 'Most Creative and Most Effective Advertiser of the Year'. Hutchison Telecom is a part of the multinational conglomerate - Hutchison Whampoa which has its origins dating back to 1828 in Hong Kong. The Group operates five core businesses in 42 countries across the world, of which, Hutchison Telecom has been one of the pioneers in mobile multimedia communication and spans five continents. To know more about Hutchison Telecom The Essar Group is one of India's largest corporate houses with interests spanning the manufacturing and service sectors like Steel, Oil & Gas, Power, Telecom & BPO, Shipping & Logistics and Engineering & Constructions. The Group has an asset base of over Rs 20 billion (US$ 4.4 billion) and employs over 4000 people. ABOUT TATA TELESERVICE LTD Tata Teleservices is part of the INR 76,929 Crore (US$17.8 billion) Tata Group, that has over 90 companies, over 220,000 employees and more than 2.8 million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the Group has a formidable presence across the telecom value chain. 9
  17. 17. Tata Teleservices spearheads the Group’s presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has established a robust and reliable telecom infrastructure that ensures quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable, technologically advanced network. The company, which heralded convergence technologies in the Indian telecom sector, is today the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million. Tata Teleservices’ bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3- way conferencing, group calling, Wi-Fi Internet, data and calling card services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. 10
  18. 18. Tata Indicom redefined the existing prepaid mobile market in India, by unveiling their new offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive free incoming calls. Recently, India’s fastest and youngest telecom service provider entered the prestigious Limca Book of Records, by inaugurating 100 True Value Shoppes nationally on a single day. Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created more than 20,000 jobs, which will include 10,000 indirect jobs through outsourcing of its manpower needs. Today, Tata Teleservices Limited along with its subsidiary Tata Teleservices (Maharashtra) Limited serves over 13 million customers in over 3100 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices is offering world-class technology and user-friendly services in 20 circles 11
  19. 19. TELECOM SCENARIO SUMMARY OF MARKET SHARE OF EACH PVT BASIC OPERATOR AIRTEL 23.64% CONNECT 3.72% Relianc Infocom 6.11% Rainbow 2.87% Tata Indicom 63.67% Airtel Telephohe Connect Relianc Infocom Rainbow Tata Indicom This Pie Chart Depends on Sept & Oct 2006 12
  20. 20. 13
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  23. 23. SUMMARY OF MARKET SHARE OF MOBILE ( GSM + CMDA MOBILE ) OPERATORS Airtel 22.13% Airshel 3.10% BPL 0.81% BSNL 17.06% Hutch 16.45% Idea 8.49% Mtnl 1.80% Reliacne 2.46% Spice 1.75% Connect ( CDMA ) 0.5% Indicom ( CDMA ) 7.21% Mtnl ( CDMA ) 0.6% Rainbow ( CDMA ) 0.2% Reliacne ( CDMA ) 18.16% Airtel Airshel BPL BSNL Hutch Idea Mtnl Reliacne Spice Connect ( CDMA ) Indicom ( CDMA ) Mtnl ( CDMA ) This Pie Chart Depends on Sept & Oct 2009 Rainbow ( CDMA ) Reliacne ( CDMA ) 16
  24. 24. 17
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  27. 27. 20
  28. 28. Telecom scenario India 4.3 3.6 Population of India Fixed line subscribers Mobile subscribers 107.5 107.5 Crores India’s Population 4.0% Landline Population 3.3% Mobile Population 7.3% have both Landline or mobile phones 92.7% POPULATION HAS NO TELEPHONES Telecom Scenario Market growth is fueled by Internet Boom: More Home PC’s, Demand for Data services Higher Mobility:Need to communicate while travelling in the city, other states Long Distance Calling: Increased communication within the country and outside the country.  National Long Distance International Long Distance 21
  29. 29. Telecom scenario Telecom industry in India is in consolidation stage; Tata, Bharti and Reliance would emerge as the integrated player offering the entire range of telecom services Fixed Line Mobile Internet NLD ILD TATA Bharti Relianc e Hutch No Presence Small/Recent Presence Strong Presence Tata has the widest spread in telecom business today 22
  30. 30. Telecom Scenario Subscriber Base – Key Players Subscribers in lacs 15.58 16 Fixed Line 14 12 10 8.59 7.7 8 6 World’s 4 Largest WALKY 2 service 0 Provider Tata Bharti Reliance Tata Tele services Largest Private Operator in Fixed Line 23
  31. 31. INDUSTRY ANALYSIS TTSL Tata Teleservices is part of the INR 76,929 Crore (US$17.8 billion) Tata Group, that has over 90 companies, over 220,000 employees and more than 2.8 million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the Group has a formidable presence across the telecom value chain. Tata Teleservices spearheads the Group’s presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has established a robust and reliable telecom infrastructure that ensures quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable, technologically advanced network. The company, which heralded convergence technologies in the Indian telecom sector, is today the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million. Tata Teleservices’ bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3- way conferencing, group calling, Wi-Fi Internet, data and calling card services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. . 24
  32. 32. Tata Indicom redefined the existing prepaid mobile market in India, by unveiling their new offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive free incoming calls. Recently, India’s fastest and youngest telecom service provider entered the prestigious Limca Book of Records, by inaugurating 100 True Value Shoppes nationally on a single day. Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created more than 20,000 jobs, which will include 10,000 indirect jobs through outsourcing of its manpower needs. Today, Tata Teleservices Limited along with its subsidiary Tata Teleservices (Maharashtra) Limited serves over 13 million customers in over 3100 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices is offering world-class technology and user-friendly services in 20 circles. TTML Tata Teleservices Maharashtra Limited (TTML) spearheads the Tata Group's presence in the Indian telecom sector by being the premier telecommunication service provider, licensed to provide services in Maharashtra (including Mumbai) and Goa. TTML's bouquet of telephony services include mobile, fixed wireless phones (FWP), public telephone booths & wireline services. Its suite of broadband Data Network & Application services include Leased Lines, DSL, Wi-Fi, Ethernet, Managed Gateway services & Web Conferencing services. The company has deployed the latest 3G 1X CDMA technology in the state to offer wireless communication services like mobile & Fixed Wireless phones to its customers. This state-of-the-art technology caters to the needs of all market segments i.e. commercial, residential and PCO, facilitates the company's aim to provide good network coverage, high voice quality, reliable service and comprehensive as well as customer-oriented value-added services. TTML, in a very short span, has also emerged as the market leader in FWP services in Maharashtra circle. 25
  33. 33. Formerly Hughes Tele.com (India) Ltd., the company was renamed to Tata Teleservices Maharashtra Ltd subsequent to the acquisition of 70.83% equity shareholding by TATA Group in December 2002. The company's shares are traded on the Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE). VSNL Brief history of VSNL The first Submarine Telegraph Cable from U.K. landed in Bombay in 1870, heralding the era of external telecommunications in India. The Eastern Telegraph Co. (ETC) of 1872 and the Indian RadioTelegraph Co. (IRT) of 1927 merged to form the Indian Radio and Cable Communications Co. (IRCC) in 1932. The H.F. Radio telegraph made its appearance on the scene in 1927, followed by Radio telephony in 1933. Consequent to India's Independence in 1947, there were phenomenal developments in her communication system and technology. The Government of India took over the IRCC, giving birth to the Overseas Communications Service (OCS), a Government Department. The satellite era dawned in 1970. India also had, by 1982, wideband submarine telephone cable system and Troposcatter system in the external telecommunications network. On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government owned corporation - was born as successor to OCS. 26
  34. 34. There were unexpected developments in mobile communications too. Now it is possible to communicate and do business with people on the move - on land, on the high seas or in the air, even while you are moving from one place to another. These developments also made possible safety through communications - during natural calamities like flood or earthquake or man-made calamities like war, when conventional systems are thrown out of gear. Meanwhile, VSNL introduced Internet services in India in the year 1995. The new era of communications started towards the new millennium. In February 2002, the Government of India, as per their disinvestments plan, released 25% of VSNL's equity to a strategic partner. Consequently, VSNL was taken over under the administrative control of TATAs. It is under the Management of TATAs - India's best known industrial house-that VSNL is now charting its future course. Tata Group Contribution Towards India Serving India for 126 years 126 91 diversified companies Revenue of over to 67,000 Crores Revenues equivalent to 2.4% of India's GDP 2.4% Accounts for about 5.1% of India's exports 5.1% Trusted by over 2 million shareholders 27
  35. 35. TATA Group An Indian Multinational - 90 Offices in 24 countries Our Journey So Far  Andhra Pradesh Commenced March 1999; Jam currently operational in 8 circles mu & Kash mir Punjab  Delhi, Gujarat, Karnataka & TN Launched in Haryana D 2002 el Rajasthan hi Assa m  Maharashtra and Goa (Acquired Hughes Bihar Guj arat Madhya West Pradesh Beng Tele.com) 2002 Maharashtr Oriss a al a  First to use CDMA for wireless service Andhra Karnata Prades  First operator to introduce Push to Talk h ka Existing – 8 circle service in India Keral Tami a l Nad  Launched one of world’s largest mobile u gaming collection Connecting over 20 lac customers 28
  36. 36. Capacity Coverage Clarity Compatibility Cost Customer satisfaction 29
  37. 37. Coverage - CDMA •CDMA offers one and half times more M coverage than GSM GS GS from a cell site M CDM A •CDMA offers better in-building coverage 3 .6 k m 5 .1 k m • What is Postpaid? – Customer pays for his usage after a bill is generated – The bill amount can vary depending upon the usage for that particular month • What is Prepaid? – Customer makes advance payment – Online decrease of balance according to usage 30 32
  38. 38. POST PAID & PREPAID DIFFERENCE POST PAID PREPAID  No need to pay upfront for  Needs to pay for his usage his usage upfront  Monthly bill received  No monthly bill received  Pay as per bill amount  Pay as per denominations of recharge coupons  Chances of uncontrolled  Customer can control usage  Usage  Customer needs to  No need to intimate service intimate service provider provider for for disconnection of service 31
  39. 39. Does the Number Pre-Paid Call Flow have enough balance to make this call? Yes / No Intelligent Network (IN) Called Party Recharge of Prepaid account Originating Yes Terminating Switch Switch Calling Party Once the call is originated by the caller –  From the originating switch the call is first validated for availability of balance for THAT PARTICULAR transaction  If balance is available, then the call is passed on to the terminating switch for completion of transaction.  Once the transaction is over, immediately the relevant amount is deducted from the balance in the respective account Intelligent Network • Intelligent Network, logic controller of services being offered to the customer. • IN is a combination of software and hardware components. • This platform can be used to develop new and different services, which are not directly supported in the switch. 32
  40. 40. How does IN work?  Once a call is originated, the switch determines whether it is a normal call or a call for an IN service.This is done based on a setting in the switch for the DEL no  A normal call is completed as usual by connecting to the called party 33
  41. 41. • If it is an IN call, the switch then queries the IN control point asking for further instructions • The IN completes its processing, e.g. checks the validity of the pre-paid card and then instructs the switch to complete the call • IN platform will be a centralized platform • IN will facilitate online charging of outgoing calls, call management features like Call Wait, Call hold and • Facilitate charging of Short Message Services Product Description 34
  42. 42. Starterpack: The entire kit which the customer buys is known as the starterpack. Contents of Prepaid Mobile (Non RUIM) Starterpack;  Prepaid Mobile (not activated)  Recharge cards  User Kit 1. Activation Card with Serial Number & Hidden PIN 2. User Tariff 3. Tariff Leaflet 4. Sticker containing the mobile number (MDN) 5. Carry Bag Prepaid Variants • Non Removable User Identification Module (Non- RUIM) based prepaid mobile. Does not contain removable RUIM as it is integrated with the phone itself during manufacturing. • Removable User Identification Module (RUIM) based prepaid mobile. This phone will consist of a functional R-UIM slot. Presence of R-UIM slot alone will not be sufficient as is the case with Nokia phones like 3585/3586 and other models. The software contained in the phone should be able to read the R-UIM card when the card is EMBED Word.Picture.8 inserted into slot. All the R-UIM cards will be activated on the switch before they are released into the market. 35 36
  43. 43. Scratch Card • Activation & Recharge cards are in the form of Scratch Cards. Ea ch scratch card will have: – 15 digit Serial number – used for card identification and tracking – 14 digit PIN number – hidden by security layer that is revealed after the card is sold – Validity period 15 digit serial number (visible) 14 digit PIN number (hidden) Difference between R-UIM & Non R-UIM based Mobile RUIM based Mobile Non RUIM based Mobile Has a functional R-UIM slot Doesn’t have a functional R-UIM slot Is already pre - activated Needs to be activated after while purchasing purchasing via OTAF Has a R-UIM card which Has an activation card has the R-UIM Id. This Id is which a 15 digit serial a hexadecimal id and is number (visible on the equivalent to the card) & a 14 digit PIN Equipment Serial Number (needs to be scratched) (ESN) of the phone Can be used with other Cannot be used with RUIM based handsets anyone other CDMA phone once handset options are as the it has an inbuilt provided. RUIM card
  44. 44. Contents of RUIM based prepaid mobile starter pack  Prepaid Mobile with functional R-UIM slot  Recharge cards  User Kit 1. An activated R-UIM card 2. User Guide 3. Tariff Leaflet 4. Sticker containing (MDN), R-UIM Serial Number and R-UIM Id 5. Carry Bag Product Features Prepaid will have the following features  Pre-activated STD, ISD  Calling Line Identification  Call Hold  Call Wait  Short Message Service (SMS)  Roaming  10 Digit Number (92xxxxxxxx) 37
  45. 45. Product Purchasing Outlets Sales Desk Multi Brand Outlets Tata Indicom Showroom • For initial payment w.r.t your circle please check DISHA prepaid section 38
  46. 46. Product: Sign Up Registration of new Customers (Steps) i. Get the Customer Application Form (CAF) filled ii. For identification,  Photo ID proofs  Address Proof Customer Application Form (CAF) 39
  47. 47. Form 60 Product: Sign Up Mode of Payment  Cash, DD, Credit Card  The DD for handset sales must be payable to “Drive India Limited”  The DD for User Kit shall be made in favor of “Tata Teleservices Limited”. For Maharashtra Circle, the DD has to be in favor of “Tata Teleservices (Maharashtra) Limited” 40
  48. 48. Activation Process for Non R-UIM Handsets 41
  49. 49. Product: Abbreviations MDN : Mobile Directory Number CAF : Customer Application Form ESN : Equipment Serial Number IN : Intelligent Network AIS : Activation Information System IVR : Interactive Voice Response System OTAF : Over the air Subscriber Provisioning System CRM : Customer Relationship Management SAS : Subscriber Administration Software Activation Information System (AIS) is a back end database that interacts with OTAF and helps it in facilitating activation over the air. AIS performs the function of generating starter pack pins and also serves as a repository of the following information  Numeric Assignment Number (NAM)  Electronic Serial Numbers (ESNs)  R-UIM Ids  Mobile Directory Numbers (MDNs)  Starter Pack Personal Identification Numbers (PINs)  Starter Pack Serial Numbers  Dealer Codes 42
  50. 50. Block Diagram Supports CDMA Provisioning thru * 228 4 Activation 5 *228 Supports RUIM Functionality (SAS) SHLR Supports Pre activation functionality 2 OTAF 3 Prepaid Provisioning IVR system (AIS) 5 Switch *228 4 CRM IN 43 44
  51. 51. Handset Programming & Activation i.Subscriber dials *228 from the prepaid mobile purchased from a retail store selling our prepaid product ii.OTAF presents language options to the subscriber 1. For English Dial 1 2. For Hindi Dial 2 3. For Telugu Dial 3 4. For Marathi Dial 4 5. For Tamil Dial 5 6. For Kannada Dial 6 7. For Gujarati Dial 7 The last 6 announcements will be played in the respective vernacular languages Product: Activate Product Activate iii. Subscriber selects the relevant language iv. OTAF reads the Electronic Serial Number (ESN) of the handset and performs the handset check – 3G or 2G. This will not be applicable for the handsets sold by us, as all the handsets will be 3G handsets v. If the handset is a 3G handset, OTAF allows the process to continue. Else, it terminates the call with an appropriate announcement vi. OTAF asks the subscriber to enter the pin number contained on the activation card vii. Subscriber enters the pin number 44
  52. 52. Product: Activate Product Activate viii. OTAF checks with AIS whether the pin number is valid or invalid ix. If valid and unused, OTAF obtains the MDN and MIN associated with this pin number in the AIS database x. OTAF downloads the MDN and MIN onto the phone xi. OTAF completes the NAM programming of mobile xii. OTAF plays the MDN to the subscriber Product: Activate Product Activate xiii. OTAF informs the subscriber that phone will be activated in X minutes and that an SMS informing the phone number will be sent in X minutes xiv. OTAF asks AIS to activate the MDN, MIN and ESN on the switch xv. AIS activates the MDN, MIN and ESN on the switch xvi. AIS will also update CRM about completion of programming 45
  53. 53. Customer Care Interface Following numbers will be applicable for various prepaid services 12527 – For account balance enquiry through voice 12526 – For recharging the account Account balance information will not be sent to the subscribers in the form of SMS by default, after every call. Customer Care Interface 12524 – For speaking to the customer service executive Language sequence for playing the IN announcements will be as follows Option 1 - English Option 2 - Hindi Option 3 - Telugu Option 4 - Marathi Option 5 - Tamil Option 6 – Kannada & Option 7 - Gujarati 46
  54. 54. Product: Recharge To Recharge  Scratch the silver strip present on the backside of the Recharge Card  Dial 12526 from CDMA Mobile and follow the announcements to enter the 14 digit PIN number  The account shall be recharged and the new credit balance and validity period information shall be played.  Contact Customer Care for any queries or use 12527 for Balance Enquiries Note: If the PIN is entered wrong 3 times on a single call, the call gets disconnected. After 18 such incorrect attempts viz. 6x3 Prepaid Account gets blocked Account Blocked Single Call 3 Wrong PIN entry N=3 6 continuous calls with wrong PIN entry M=2 Recharging Blocked T = 18 EMBED Word.Picture.8 47
  55. 55. Recharge Why Recharge?  To avail uninterrupted service: Make outgoing calls, receive incoming calls, send SMS.  Cards available in various denominations.  Cards available at all Tata Indicom Outlets and Franchises and several other Places. Additional Information  All recharge cards have a validity period attached to them  On recharge the validity of the customer’s account will be reset to a farther date as explained later. Recharge done by customers across the country Caller in Jamshedpur Caller in Delhi IN Platform located at centrally at Hyderabad Caller in Chennai Caller in Mumbai 48
  56. 56. CUSTOMER’S ACCOUNT LIFE CYCLE Services Available in the 4 Account States – Revised Services Valid Active Grace Inactive Deactive Outgoing Call Yes Yes No No No No for No for True True Paid Incoming Call Yes Yes paid/ No / Yes for Yes for Walky Walky SMS Outgoing Yes Yes No No No SMS Incoming Yes Yes Yes Yes Yes Not Balance Carry applicabl Yes Yes No No Forward e Recharge Yes Yes Yes Yes No Option Number Yes Yes Yes Yes No Retention Emergency Yes Yes Yes Yes Yes Numbers Daily Rental No Yes No No No (FWP) 49
  57. 57. Alerts IN supports alerts to forewarn subscribers about:  Account balance expiry  Validity period expiry Account Balance Expiry – Subscribers are informed about the low account balances through alerts. – Alerts are sent in the form of Voice and SMS. Currently, alerts get generated on reaching lower and upper limits. – Lower limit will be a voice alert and upper limit will be an SMS alert. Alerts will be sent only once and are not repetitive in nature. Lower and Upper limits will be as defined by the operator. Alerts IN supports alerts to forewarn subscribers about:  Account balance expiry  Validity period expiry Account Balance Expiry – Subscribers are informed about the low account balances through alerts. – Alerts are sent in the form of Voice and SMS. Currently, alerts get generated on reaching lower and upper limits. – Lower limit will be a voice alert and upper limit will be an SMS alert. Alerts will be sent only once and are not repetitive in nature. Lower and Upper limits will be as defined by the operator. 50
  58. 58. For e.g.; if the upper limit is defined as Rs 50/- and lower limit is defined as Rs 40/- for the account balance, an SMS alert will be sent to the subscriber whenever the credit balance in the subscriber’s account reaches Rs 50/-, informing the subscriber the same and asking them to recharge and voice alert will be played before the first call the subscriber makes whenever the account balance reaches Rs 30/-. Rs.50 left in the account Intelligent Network Rs.40 left in the account Pre-Call Announcement – IN also supports pre-call announcement. If the account balance is less than the amount required to originate a particular call, an announcement will be played to the subscriber that call cannot be set up owing to insufficient balance. – If the account balance prior to initiating a call is just equal to the amount required to set up a call to a particular destination for duration of 1 minute, an announcement will be played to the subscriber that available duration on the called destination will be 1 minute. 51
  59. 59. Mid Call Announcement – If the account balance dips to zero during the course of a call, warning tones will be sent to the prepaid subscriber informing them about depleting balance and impending call disconnection. Active Period Expiry – Alerts will also be sent to inform the subscribers about validity period expiry. For e.g.: Upper limit can be defined as 10 days prior to the validity period expiry and lower limit can be defined as 5 days prior to the validity period expiry. – In this case, an SMS will be sent to the subscriber informing him that the account validity period will expire in another 10 days and asking him to recharge before the expiry date. If the subscriber does not recharge and reaches a time period of 5 days prior to the validity period expiry, a voice alert will be played before the first call the subscriber makes 10 days left to recharge Intelligent Network 5 days left to recharge 52
  60. 60. Tata Indicom – True Paid offer • 1 second pulse – Pay only as much as you talk – If you talk for 19 secs, you pay for 19 secs • 100% talk time – Recharge coupon of Rs. 330.60 means talk time of Rs. 300 – Rs. 30.60 is towards the service tax applicable • STD & Local rates – You pay just 3 paisa per second for local Calls – 5 paisa per sec for STD calls and roaming • Recharge cards are available at leading outlets Recharge Vouchers • Refer to DISHA for queries on Recharge vouchers 53
  61. 61. Customer Issues and Resolution • Queries & Solution – Customer Account Information • Provide IVR Numbers – Product features • Provide Information – Handset Usage & Features • Help customer with the information – Purchase of Recharge Vouchers • Provide info on Recharge Cards Availability Customer Issues and Resolution • Complaints & Solution – Recharging Error • Verify account status, Refill error status & Recharge Card status, advice customer – Balance deduction Issues • Check if call details available, advice or raise SR – Network & Connectivity Issues • Validate Account Status in CRM & IN, raise SR if not Account problem – Handset faults • Direct the Customer to the Authorized Service Center – Product Feature Usage • Understand Issue, and raise appropriate SR in CRM 54
  62. 62. Points to remember by Showroom Executive • On sale of New Handset / Recharge Voucher the Showroom has to give the payment receipt to the customer. • Customer’s Mobile Number should be mentioned on the receipt • Offer to help the customer make the first Outgoing Call & Customer’s preferred language selection. Also inform customer on dialing 12525 for balance & recharge and 12524 for Call Center • In case Customer approaches for help with Recharge cards, educate/help customer on how to recharge • In case of replacement of damaged vouchers, ensure that voucher is blocked in the system before replacement Customer Acquisition Process 55
  63. 63. Objective • At the end of the session participant should know – How to authorize dealer for sending unbarring SMS – What are the steps involved in prepaid activation – Troubleshooting activation related issues Customer acquisition process – Step1 • Customer submits document to Retailer / Distributor – Step 2 • Retailer / Distributor unbar the MDN – Step 3 • Distributor to Courier – Step 4 • Courier to CC Backend – Step 5 • CC Backend to Storage Location 56
  64. 64. Documents Submitted by Customer • Duly filled CAF • Proof of identity any one from the list • Valid Driving License (learning license not valid) • PAN Card • Indian Passport • Voters ID card • Arms & ammunition license • Army ID card • ESIC card mentioning ID / address / signature • Sr. Citizen ID card mentioning address / ID / signature • CGHS Card • Pensioner’s Card / Army canteen card • ID Card issued by civil defense • Govt. registered sales deed / other documents mentioning photo /address / signature Document Flow Stage 1 • Any other ID card having photograph and issued by Govt. of India Retailer – CAF & Docs Distributor forwarded Sales Desk CAF along with supporting docs CAF along with supporting docs Fills up the CAF Customer Retailer & Distributor checks the Correctness and Completeness of CAF & Supporting Documents as per Documentation Policy 57
  65. 65. Distributor / Retailer Activation Process Sends SMS to 12530 or 9223051253 for unbarring “ACT 92XXXXXXXX” Document Received Confirmation Subscriber Activated SMS Based Unbarring Procedure - 12530 Retailer SMSC AIS (Validation) Activation (SAS) Customer CRM SHLR EMBED Word.Picture.8 58
  66. 66. Process for SMS Based Activation & Unblocking Step 1: Retailer sends SMS to 12530 mentioning MDN for activation Step 2: SMSC sends the information to AIS for Validation Step 3: Validations that Occur Is Distributor MDN Authorized Is customer MDN from the Prepaid Series Is customer’s MDN eligible to be unbarred Request Not N Validation Y MDN Activated at SHLR & processed & Confirmation sent to retailer & confirmation sent Successful ? Customer by SMS to retailer Scenarios SMS • Delayed response from SMSC Sr.No Profile Code Description Successfully unbarred & SMS delivered Contact Contact Nos. –1 Check the SMS profile for the MDN in CRM & SYY to Distributor & Customer None None Successfully unbarred & SMS not delivered to Distributor but delivered to 2 escalate as per the below table SEY Customer SMS Apps Successfully unbarred & SMS delivered 040- 5555-6005 to Distributor but not delivered to / 09246308265 3 SYE Customer SMS Apps Successfully unbarred but SMS not 4 SEE delivered to Distributor nor to Customer SMS Apps unbarring Failed & SMS delivered to 040-55558373 5 FY Distributor AIS 040-55558375 040-55558376 040-55558383 6 P Activation Pending AIS 59
  67. 67. Scenarios • Sr.No SMS Code Description from SMSCContact Delayed response Profile Contact Nos. –7 Check the SMS & SMS not delivered to MDN in CRM & FE Unbarring Failed Distributor profile for the AIS & Nos. already SMS Apps escalate as per the SMS not triggered AIS & Mention Unbarring failed but below table 8 F for Distributor & Customer SMS Apps Unbarring successful but SMS not Nos. already 9 S triggered for Distributor & Customer SMS Apps Mention TIBCO 040-55558411 040-55558412 040-55558491 TIBCO & AIS Nos. already 10 N New AIS mention Contact Center Prepaid SMS Profile 60
  68. 68. SMS History Fields in SMS History • MDN Number • SMS ID • Dealer Code • Retailer Code • Keyword • Activity Status • Activity Remarks • Activation Completed Date • Created By • Created Date EMBED • Last Updated By 61 • SMS to Customer • Account Number
  69. 69. Document Flow Stage 2,3 & 4 Distributor – All Docs along with summary sheet Courier CC Backend for Data Entry Courier All Docs sent to Storage Location Storage Location Word.Picture.8 Scenarios • Customer not willing to submit document at the outlet – Connection Denied 62
  70. 70. Scenarios • Distributor not able to send SMS – Check if the distributors MDN is authorized to send SMS • If the MDN is authorized, then escalate the same to CSO-SMS in hyderabad with all details • If MDN is not authorized, the distributor should contact with Circle Sales Team • Confirmatory SMS received but MDN is still in the blocked status i.e. DLQ –1 EMBED Word.Picture.8 – Contact AIS team (Hyderabad) • 040-5555 8373 / 8376 / 8375 / 8383 / 9246308266 Follow Up • Follow up for pending documents • Use the following report – TTL Prepaid Doc Pending and Activation Report – Following are the output fields Circl Dealer e Area Retailer City First Call Date Del Product Type Number Doc Flag Account Number Documentation Status Activation Date Del Status Number of Days Since Activation ESN RUIM ID 63
  71. 71. Prepaid Training Module Prepaid Document Coordinator Agenda • At the end of the session you will be able to identify – Prepaid Customer Life Cycle – Your job responsibilities – The importance of Documentation process – Organizational Structure to support you – How to handle various situations 64
  72. 72. What is your Role? • Manage courier agency – CAF and Supporting document filled up by customer is picked up by the courier agency from Distributors and delivered at login desk • Ensure 100% Order Entry of CAF received • Follow up for pending docs with Sales EMBED Word.Picture.8 65
  73. 73. Importance of Job • Good Job will mean : • Bad Job will mean : – Smooth movement of – CAF not picked up CAF and supporting from distributors documents from – Details of subscriber Dealers to Order missing will end up in Entry Location Legal Issues with – Details of all DoT customers entered in – Customers will get system barred due to – Customers will not documents not have issues of received barring due to – Extreme Customer documents not Dissatisfaction received – Retailer – Meet Govt. norms Dissatisfaction EMBED Word.Picture.8 Organizational Support For You Customer CareHead Order Fulfillment Manager Docume nt Coordinator Order Entry Order Entry Order Entry Executive Executive Executive
  74. 74. Infrastructure / System • Order Entry System (POS) • Daily MIS – Activation Report – Order Entry Report 66
  75. 75. How to manage Courier Agency • Courier agency responsible collecting CAF and supporting document from retailers / distributors • You ensure that the following guidelines are followed by courier agency – Courier personnel • Should match the mobile nos. on the CAF with the Distributor Summary Sheet • Should stamp the summary sheet and hand over acknowledgement to Distributor • Should enclose All CAFs + Supporting Docs in water proof envelopes • Should deposit the envelope at the Data Entry Point 67
  76. 76. Rs.2400/- Rs.1650/- Rs.1650/- Rs.1650/- Rs.1850/- 68
  77. 77. TATA INDICOM PREPAID MOBILE HANDSETS MOTO 150i MAIER C1000 MOTO W200 HAIER D1000 SAMSUNG HERO LG 2535 PANTECH PA 711 SAMSUNG WIDEO LG 6335 HUAWEI C2205 69 PRODUCT FEATURES OF WALKY & Mobile
  78. 78. Wide, Graphic Backlit Display Large Phone Book Polyphonic Ring Tone Call history Receiver “of Hook” Save mode Large SMS Memory Knowing your expenditure Ring tone Download INTERNET DOWN ACCESS 70
  79. 79. OBJECTIVE In this my project main object is : In the present Economy scenario the Telecom industry is facing a curt rote competition among its players. With extensive market potential every player is living with not a single stone under treated. The main focus of telecom industries was to penetrated in the highly populated urban area In last 5 years. The mobile company have achieve huge growth in terms of number of subscriber . In managing in such large scale the mobile companies introduce new advance technologies and operational principals Such impressive endeavor has populated the think Tank to invest farther and venture into new market potentials. One of the worry some aspect of a telecom industry is near market saturation in the urban areas. Today the main thirsting area is to explore in the rural areas. As 70% up the Industries live in villages which providing outstanding market potential to the telecom industry the main objectives of our project explore innovated way of rural penetration for the same objective a project is subdivided into 4 topic. 1) Increase the new retailer in rural area. 2) Retail audit in rural area 3) Increase the sale in rural area 4) How to improve the walky cell in rural area. 71
  80. 80. RESEARCH METHOD The research is conducted in far away as mention in objective interviews section in the conducted through structured question. The data will be collect to primary two froms 1) Primary data 2) Secondary data Primary and secondary Data : Data, or facts, may be obtain from several sources. Data can be classified as primary data and secondary data. Primary data is data gathered for the firest time by the researcher, secondary data borrowed by the researcher from secondary sources. Secondary data can be internal or external. Secondary Data: Secondary data whether internal or external is the data already collected by others, for purpose other than of the solution of the problem at hand. The researchers must thoroughly search secondary data sources before commission any efforts for collection primary data. There are many advantages in searching for analyzing secondary data before attempting the collection of primary data. In many cases, the secondary data itself may be sufficient to solve the problem. Usually, the cost of searching for secondary data is much lower than the cost of organization primary data. Moreover, secondary data has several supplementary uses. It also helps to plan the collection of secondary data, if primary data becomes necessary. Sources of Secondary Data. It most firms, secondary data ( internal ) of enormous magnitude is often available. Sales records constitute by far the most important part of the secondary data of marketing which the researchers uses extensively. Since the data is available, the researcher gets it will very little effort, time and money. Only when both internal and external secondary data is insufficient for the purpose of the give marketing research job, an effort needs to be lunched for collection data. 72
  81. 81. In addition to sales records, publications of a wide variety provide a good deal of external secondary data on any subject Newspaper, magazine, technical journals, trade publications, committee reports, reference books, balance sheets, of companies and research reports by various agencies are sources of external secondary data. Secondary data can also be purchased in different cases from commercial marketing research services. In addition to these traditional sources of secondary data, in modern days more and more sources of secondary data are being available. A couple of them are discuss below. Yellow pages/ stand alone directories. Today, yellow pages in telephone directories and stand-alone yellow pages directories have become established sources of information for business forms. In fact, a yellow pages directory has become a good database in its own right. Tata press lunched a stand-alone yellow pages directory for Mumbay city new horizons, a joint venture between the living media group of publications and Singapore Telecom, has published stand-alone directors for specific business. Business India Database of The Business India group of publications has come out with its Delhi busifness. Pages directory, sterling computes it trying up with General Telephone n Directories of the UK to publish a stand - alone yellow pages directory, sterling yellow pages . Ins sort, the yellow pages as category is emerging as a good secondary data source. Industrial product finder. For 20 years now the monthly magazine’ Industrial Product Finder ( IPF ) has been providing useful information of Indian industry about new product, new materials and services – what is available and from whom. IPF details the many applications of a given new service. Almost every service industries ensure that description of their services is published in IPF before the said service hits the market. Evidently , the IPF could serve as a source of secondary data to market researchers. Data Through Telephone. Agencies providing tele-data services have also emerged in cities in recent times. Melior communications for example, offer a tele MR service. Essential data on a number of subjects/ products ca be had through a telephone call to the agency. The service is termed “ Tell me Business through phone, “It not only brings buyers and sellers of products together but also provides data bank support to researchers,. 73 Primary Data:
  82. 82. We shall now move on to a discussion on primary data. As mention easier primary data is original data collected by the researcher fires hand, If secondary data is found to be inadequate , the researchers goes for primary data. First, he decides the extent of primary data to be collected. Then he identifies the right data source. He also chooses the right approach to research procedure for getting the data. Primary data cab be collected thought observational studies, market survey or experiments. Collection of Primary Data: Collection of primary data is a task demanding technical expertise. The provider or the source of primary data is temed ‘respondent .’ A respondent may be given information passively or actively. Even is information is gathered through mere observation of the respondent’s behavior, he is said to prove information passively. When he gives information through a written or spoken response, he is said to proveid information actively. COLLECT THE ALL DATA BY STRUCTURE FORMAT : RETAIL AUDIT Closing Stock Sl no. Outlet Name Visibility Hand set Sim Gsk Walky 74
  83. 83. SALE RECORD SL Outlet Visibility Sale How to No. Name Hutch Airtel Reliance Smart Tata Improve walky Sale CUSTOMER FEEDBACK IN RURAL MARKET Sl No. Wallky No Customer Name Satisfied How to improve wallky Service 75 RETAILER FEEDBACK IN RURAL MARKET
  84. 84. Sl No. Wallky No Customer Name Satisfied How to improve wallky Service INTEREST NEW RETAILER IN RURAL MARKET SL No. Outlet Name Type of Business Interest in Tata Indicom Retailer 76
  85. 85. ANALYSIS AND FINDING Glowsignboard in tataindicom has positive effect. GLOWSIGN NEGATIVE 24.46% GLOWSIGN POSATIVE 75.54% GLOWSIGN NEGATIVE GLOWSIGN POSATIVE 77
  86. 86. The sale of the mobile hand set are not very high more sale promotion require For increase the hand set Sale. In terms of wallky more incetaivehas to under taken show that thestock of walky remans below 10% MOBILE HANDSET 47.10% GSK 19.50% WALKY 20.80% SIM 12.60% MOBILE HANDSET GSK WALKY SIM 78
  87. 87. From the point of view retail orders more wattage should be given to improved rural predication in this following aspect network coverage , large availability of recharge voucher Marketing and advertisement , service center establish in rural market . NETWORK 27.50% RECHARGE VOUCHER 27.50% MARKETING AND ADVERTISEMENT 25% SERVICE CENTRE 20% NETWORK RECHARGE VOUCHER MARKETING AND ADVERTISEMENT SERVICE CENTRE 79
  88. 88. from the point of view customer orders more wattage should Be given to improved rural predetection in this following aspect Net work coverage, large availability of recharge voucher , service center in rural market . NET WORK 50% SERVICE CENTRE 25% RECHARGE VOUCHER 25% NET WORK SERVICE CENTRE RECHARGE VOUCHER 80
  89. 89. In terms of visibilty factor tata indicom &hutch share more credit then othern than like Airtel, Smarat ,Reliance more endour require is to improved distring visibility in respect of other wise. HUTCH POSITIVE VISIBILITY 60% HUTCH NEGATIVE VISIBILITY 40% HUTCH POSATIVE VISIBILITY HUTCH NEGATIVE VISIBILITY AIRTEL POSITIVE VISIBILITY 50% AIRTEL NAGATIVE VISIBILITY 50% AIRTEL POSATIVE VISIBILITY AIRTEL NAGATIVE VISIBILITY 81 P.T.O
  90. 90. RELIANCE POSATIVE VISIBILITY 25 % RELIANCE NEGATIVE VISIBILITY 75% RELIANCE POSATIVE VISIBILITY RELIANCE NEGATIVE VISIBILITY TATA INDICOM POSTIVE VISIBILITY 60% TATA INDICOM NEGATIVE VISIBILITY 40% TATA INDICOM POSTIVE VISIBILITY TATA INDICOM NEGATIV E VISIBILITY SMART POSATIVE VISIBILITY 10% SMART NEGATIVE VISIBILITY 90% SMART POSATIVE VISIBILITY SMART NEGATIVE VISIBILITY 82
  91. 91. It may seen TATA INDICOM more gaining leverage in terms of sale but HUTCH and AIRTEL not far behind. SALE OF TATA INDICOM 26% SALE OF SMART 12.60% SALE OF RELIANCE 16.90% SALE OF HUTCH 23.50% SALE OF AIRTEL 21% SALE OF TATA INDICOM SALE OF SMART SALE OF RELIANCE SALE OF HUTCH SALE OF AIRTEL 83
  92. 92. In spit of good indication infavour of TATA INDICOM only 20 % people are intersted to open new retail out kate.thias a very serious aspect it has to be taken carefully of by the tata indicom people . iterest 20.76% No interest 79.24% iterest No interest 84
  93. 93. Of interst person who are eger to open new out late.share their view that more effect should be made on network coverage and then marketing and after sale service Network 48% Marketing 30% After Sales Service 22% Network Marketing After Sales Service 85
  94. 94. SCOPE OF FURTHER RESEARCH A remarkable point that was highlighted during the analysis that in spite of having bullish indication of good market prospect , because 20% people are interested in opening new retail outlet under Tata Indicom. So further research in the matter is to be made to improve the interest in the people. 86
  95. 95. CONCLUSION :- From that analysis it is abiding more effort as has to the undertaking to by Tata Indicaom i) More effort have to be taken in terms of improving the sales of handsets. As follows : a) Set Quality should be improved b) Need more marketing and advertisement c) More service center should be opened in rural market d) Training should be needed for retailer ii) The most important aspect that has come out of the project is to improve the network coverage. iii) More sale promotion required for increase the handset sale. 87 RECOMMENDATION
  96. 96. From the above analysis the following observation are drawn. Observation 1. - Glow sign board in Tata Indicom has a positive effect Recommendation :- Based on this I like to recommended a) Maintaining the glow sign board. b) More glow sign board establish in rural market place at station , bus stop. c) Small glow sign board create for small retail counter. Observation : - 2 The sale of the mobile handset are not very high , more sale promotion require to increase the handset sale. In terms of wallky more initiative has to be taken so that the stock of Wallky remaining below 10%. Recommendation :- Based on this I like to recommended a) First of all more sale promotion required for mobile handset and wallky b) To give training to retailer for increasing the sale. c) To give training to retailer about product knowledge so that they can compete with other companies product. Observation 3 – from the point of view retailer order more wattage should be given to improve rural predication in this following aspect. Network , recharge voucher , marketing , service centre 88 Recommendation :-
  97. 97. Based on this I like to recommended a) Establishment of More tower in rural market b) All type of recharge voucher availability in distributor house. c) To briefly describe all type of prepaid plan and recharge voucher. d) More marketing and advertisement is to made in rural market such as 1.campaigning 2. Direct Marketing 3. Banner 4. Leaflet 5. Advertisement by Cable e) Opening service centre in rural market. Observation – 4 from the point of view customer orders more wattage should Be given to improve rural prediction in this following aspect Net work coverage, large availability of recharge voucher , service center in rural market . Recommendation :- Based on this I like to recommended : a) To establish more tower in rural market b) All type of recharge voucher availability in retail shop. c) Opening service centre in rural market. Observation – 5 In terms of visibility factor tata indicom &hutch share more credit then othern than like Airtel, Smarat ,Reliance more endour require is to improved distring visibility in respect of other wise. 89
  98. 98. Recommendation :- Based on this I like to recommended : a) Requirement of more glow sign board . b) Glow Sign board Should be more glassy so that it can attract peoples. Observation – 6 It may be seen that TATA INDICOM more gaining leverage in terms of sale but HUTCH and AIRTEL not far behind. Recommendation :- Base on this I like to recommended : The current trade which is seen urban area that people are preferring more and hutch and Airtel but on the contradictor Tata Indicom and reliance thrive on massive rural predication. It is generally seen that rural consumer are copied by urban consumer. In this situation in rural market Tata Indicom lose there sale, so more inaugurated market tools has implement action in rural market to increase more sales in future. Observation – 7 In spite of good indication in favour of TATA INDICOM only 20% people are interested to open new retail out late. This is a very serious aspect to be taken carefully by the tata indicom people . 90 Recommendation :- Based on this I like to recommended :
  99. 99. a) To visit the interested people who are interested to open new retail outlet b) To briefly describe our business policy c) To give training for our product , recharge voucher , plan , d) How to formation of retail outlet Observation – 8 Of interested person who are eager to open new out late. share their view that more effect shoot be made on network coverage and then marketing and after sale service Recommendation :- Based on this I like to recommended : a) Establishment of more tower in rural market b) More marketing and advertisement is to made in rural market such as 1.campaigning 2. Direct Marketing 3. Banner 4. Leaflet 5. Advertisement by Cable c) Opening service centre in rural market. 91 APPENDIX

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