it is based on Mobile number portability.

1. 1
A
COMPREHENSIVE PROJECT REPORT
ON
“MOBILE NUMBER PROTABLITY”
Submitted By
Rajat Trivedi (127940592074)
Rajendravasavani (127940592075)
MBA Semester Iii/Iv
(Batch 2012-2014)
Submitted to
Master of Business Administration
In
Gujarat Technological University
Under The Guidance of
Prof. Anushree karani

2. 2
Road Map
 Overview Of Telecom Sector In Global Market
 Overview Of Telecom Sector In India
 Introduction Of MNP
 Process Of MNP
 Why MNP?
 Problem Of The Study
 The Objective Of The Study
 Research Methodology
 Data Analysis And Interpretation
 Findings
 Suggestions

3. OVERVIEW OF TELECOM SECTOR IN GLOBLE MARKET
2012 was an eventful year for telecommunication industry. In 2013 key
challenges for telecom companies will be how to monetize new business
models, leverage customer data by investing in analytics and define their
response to over-the-top players.
• Mobile connection growth which will slow to 7% in 2013.
• Mobile broadband connection will grow by a more respectable 27%
• Wholesale carriers will continue to face declining revenue and margins as a
result of domestic regulation and intense competition.
• Operator will tack a new approach to M2M with more partnering to deliver
services
• All vendors will have to deal with the encroachment of software providers in
core telecoms software stacks.
3

4. OVERVIEW OF TELECOM SECTOR IN INDIA
• The Indian Telecommunication Industry Is One Of The Largest And The
Fastest Growing In The World. Government Policies And Regulatory
Implemented By (TRAI)
Telecom Regulatory Authority Of India.
• Through The Awareness Around The World On The Information And
Communication Technology, In The Later Part Of 20th Century To Realize
The Importance Of An Efficient Telecommunication For The Development
Of The Economy.
• At The 21st Century The Developing Countries Started The Full Use Of
Technology Revolution Tacking Place Around The World.
4

5. • Indian Telecom Sector Is More Than 165 Years Old. Telecommunications Was
First Introduced In India In 1851 When The First Operational Land Lines
Were Laid By The Government Near Kolkata (Then Calcutta),
• Although Telephone Services Were Formally Introduced In India Much Later
In 1881.
• The Entire Evolution Of The Telecom Industry Can Be Classified Into Three
Distinct Phases.
Phase I- Pre-Liberalization Era (1980-89)
Phase II- Post Liberalization Era (1990-99)
Phase III- Post 2000
1. Phase I- Pre-Liberalization Era (1980-89)
• Entry of private sector in telecommunication equipment manufacturing-1984
• Formation of Mahanagar Telephone Nigam Limited (MTNL) and Videsh
Telephone Nigam Limited (VSNL)-1986
• Telecom commission was set up-1989
5

6. • The Indian Telecom Sector Is One Of The Fastest Growing In The World
And Projected That India Will Have Billion Plus Mobile Users By 2015
• In Today’s Information Of Telecom Industry Has A Vital Role To Play.
• Indian Telecom Sector Is More Than 165 Years Old.
• Telecommunication Was First Introduced In India In 1851 Near Kolkata.
• After That Telephone Services Were Formally Introduced In India Later In
1881
• The Indian Telecom Sector Was Entirely Under Government Until 1984,
When The Private Sector Was Allowed In Telecommunication Equipment
Manufacturing Only.
6

7. 2. Phase II- Post Liberalization Era (1990-99)
• Liberalization of Indian economy-1990s
• Private sector participation in provision of VAS such as cellular and
paging services-1992
• National telecom policy announced-1994
• Telecom regulatory authority of India (TRAI) was established in 1997
• New telecom policy (NTP) announced-1999
3. Phase III- Post 2000
• Bharat Sanchar Nigam Limited (BSNL) established-2000
• National Long distance (NLD) and International Long distance (ILD)
service opened to competition-2000
• CDMA technology launched-2000
• Internet telephony initiated-2000
• Reduction of license fees-2000
• VSNL privatised-2002
• Launch of mobile service by BSNL-2002
• Calling party pays (CPP) was implemented-2003
• Broadband policy was formulated-2004
• Intra circle merger guidelines established-2004
• FDI limits increased from 49% to 74%-2005
• Number portability was proposed-2006
7

8. INTRODUCTION OF MNP
• Mobile Number Portability Is The Process By Which, You Can Shift To Another
Operator Of Your Choice, While Retaining Your Old Number. Say Goodbye To
Inflated Billing, Call Drops And Sub Standard Network
• Mobile Number Portability Is Now Crucial Issue For The Mobile Service Providers.
The Most Challenging Job For The Present Day Is That Retain Existing Mobile
Customer. The Mobile Operator’s Ability To Retain Its Customer Has A Direct
Impact On Its Profitability And Effectiveness. Losing A Customer Will Affect The
Mobile Operators In Terms Of Cost.
• On The Other Hand, There Are Several Downsides To Using Mnp Services. With
The Use Of MNP Customers Will Generally Be Oblivious To The Network They Are
Calling. In The Past, Operators Have Had A Specific Number Code Before The
Remaining Numbers That Comprise A Phone Number, In Order To Make It Easy
For Callers To Identify Which Network They Are Calling. With The Use Of MNP,
However, This Code Serves Very Little Purpose As It Does Not Mean That A
Customer With Such A Code Still Belongs To The Corresponding Network
8

9. MNP solution :-
• Terminology
• Database management for MNP
• Technical Aspects of MNP Implementation
There Are Four Different Schemes For The Implementation Of The Routing:
1. All Call Query (ACQ)
2. Query On Release (QOR)
3. Call Drop Back (CD)
4. Onward Routing (OR)
9

10. • Remove Barrier To The Free Choice Of Mobile Operator, By
Customer
• Ensure To Increase In The Level Of Open Competition Among
Mobile Network Operators.
• For The Service Provider To Improve On Quality Of Services And
Customer Satisfaction.
• Make It Easier For The New Mobile Entrant To Gain Market Share.
OBJECTIVE OF MOBILE NUBER PORTABILITY
10

11. There Are Mostly Three Types Of MNP
• Location Portability
• Service Portability
• Operator Portability
11
TYPE OF MNP

12. Administrative arrangement is equally important as the technical arrangement.
1. Porting request:-
2. Porting authentication:-
3. Time to port:-
4. Tariff transparency:
12
PROCESS OF MNP

13. WHY MNP?
• Removes Barriers To Switching Networks For Customers, Thereby Increasing
Customer Choice
• More Choice Would Translate Into Greater Competition Among
Operators To Retain And Attract More Customers, Leading To Better Quality Of
Service And Reduced Tariffs.
• MNP Also Allows Effective Utilization Of Numbering Resources, As One
Customer Is Bound To Stick To His Mobile Number For A Much Longer Time, Even
If He Is Switching
Service Providers.
Taking A Deeper Look Into The Effect That MNP Implementation Would Have On
The Following Parameters Puts Things Into Better Perspective. We Can Classify
These Effects Into Static And Dynamic
13

14. PROBLEM OF THE STUDY
LIMITATION OF MNP
• Consumer Allowed To Switching Operator Only 90 Days After A Connection Is
Activated.
• Consumer Allowed To Change Operator Within Their Registered Circle Only ( If You
Are Within Gujarat Circle You Can’t Shift To Rajasthan Circle.)
POSITIVE AND NEGATIVE IMPACT OF MNP ON MOBILE OPERATORS
• Operator Who Are Having Existing Strong Base Of Customer Will Able To Maintain
Customer By Providing Competitive Services.
• New Telecom Service Provider Can Survive In The Market By Providing
Competitive Tariffs And VAS.
• Competition Among Telecom Service Provider Increasing.
• Profit Margins Are Likely To Decline.
• Complex Task To Find Out Subscribers Owns By Operator As It Can Change
Service Providers When Ones Found Better Value For Money.
14

15. THE OBJECTIVE OF THE STUDY
Primary Objectives
To Investigate The Effect Of Mobile Number Portability On Mobile Phone Users
Within Telecom Circle.
Secondary Objectives
• To Determine The Response Rate Of Users Towards Mobile Number Portability.
• To Find Out The Reasons Of Using Mobile Number Portability.
• Ensure To Increase In The Level Of Open Competition Among Mobile Network
Operators.
• To Find Out The Impact On Service Provider Of Mobile Number Portability.
• To Find Out The Problems In The Process Of Mobile Number Portability.
• To Find Out The Usage Of Mnp Across The Different Demographics.
15

16. RESEARCH METHODOLOGY
16

17. 17DATA ANALYSIS AND INTERPRETATION
32.33
48.67
15.33
3.67
0
10
20
30
40
50
60
0 to 20 21 to 40 41 to 60 Above
60
Age
Age
13.66
45
23
18.33
0
5
10
15
20
25
30
35
40
45
50
H.S.C Graduate Post
Graduate
Other
Qualification

18. 18
72.33
27.67
0.00
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
Single Married Other
marital status
60.66
39.33
0
0
10
20
30
40
50
60
70
Male Female Other
Gender
Marital status Gender

19. 19
12.05
16.99
8.77
18.08
12.6
15.89
9.59
6.03
0
2
4
6
8
10
12
14
16
18
20
Airtel
Vodafone
MTNL/BSNL
Idea
Aircel
TataDocomo
Reliance
Other
mobile connection
Which Mobile Connection Do You Own?

20. 20
87.21
12.79
0
0
10
20
30
40
50
60
70
80
90
100
Pre Paid
Connection
Post Paid
Connection
Corporate
Connection
Mode of Connection
16
29 29.67
19.67
5.67
0
5
10
15
20
25
30
35
Poor
Fair
Average
Good
Excellent
Satisfaction level with current
Operator
What Is The Mode Of Your Mobile
Connection?
How Satisfied Are You With Your
Current Mobile Connection? Rate
Your Satisfaction level?

21. 21
52
64
82
59
43
74
58
76
55
37
47
57
80
67
49
55
46
58
69
72
67
48
72
54
59
0
10
20
30
40
50
60
70
80
90
Poor Fair Average Good Excellent
Connectivity Tariff Plans Call Drops
Network Coverage Customer Service
How Will You Rate Your Mobile Connection Services In Following
Terms?

22. 22
77.67
18
4.33
0
10
20
30
40
50
60
70
80
90
Yes No Not Sure
Know What Mobile Number
Portability
19
81
0
10
20
30
40
50
60
70
80
90
Yes No
Switched To Other Network
Do You Know What Is Mobile Number
Portability?
Have You Switched To Other
Network?

23. 23
26.32
19.30
3.51
21.05
14.04
8.77
7.02
0.00
0.00
5.00
10.00
15.00
20.00
25.00
30.00
Airtel
Vodafone
MTNL/BSNL
Idea
Uninor
TataDocomo
Reliance
other
Which Network You Switched To
9
36.33
42.67
12
0
5
10
15
20
25
30
35
40
45
JustTryToMNP
DissatisfiedWith
CurrentConnection
No,IAmNotWilling
ToSwitch
Other………………..
Reason For Switching
Which Network You Switched To?
If You Are Willing To Switch, What
Is The Reason For Switching?

24. 24
22.33
21.33
2.00
25.67
12.67
12.00
4.00
0.00
0.00
5.00
10.00
15.00
20.00
25.00
30.00
Airtel
Vodafone
MTNL/BSNL
Idea
Uninor
TataDocomo
Reliance
other
Mobile Connection Would You Want To Switch To
11.67
32.33
21.67
16.33
13.67
4.33
0.00
5.00
10.00
15.00
20.00
25.00
30.00
35.00
Connectivity
TariffPlans
CallDrops
Network
Coverage
CustomerService
Other
Which Mobile Connection Would
You Want To Switch To?
If You Are Not Willing To Switch,
What Is The Reason To Stick To The
Existing Networks ?

25. 25
21
31
28
10.33
9.67
0
5
10
15
20
25
30
35
Poor Fair Average Good Excellent
Importance of Mobile Number Portability in India
18
60.67
21.33
0
10
20
30
40
50
60
70
Yes No Not Sure
Aware The Procedure Of MNP
How Importance /Useful Do You
Think Would Mobile Number
Portability Prove To Be In The Indian
Market Scenario?
Are You Aware Of The Procedure To
Be Followed For Mobile Number
Portability While
Switching Connections ?

26. 26
Findings
 In The Survey For Mobile Number Portability We Find The Use And
Perception Of Customer About Network Operator.
 In This Project We Find That Some Network Operator Who Has Strong
Market Strength I.E Vodafone ,Airtel, Idea Having Their Loyal Customer.
 Customers Are Switching To New Network Operator Because Of The Value
Added Service, Network Coverage, Call Cost, Tariff Plane Etc.
 In MNP Service Where Customer Are Not Properly Aware About The
Services. As Per The TRAI Total Mobile Subscribers Are 931.95 Million From
That 2.47 Million MNP Request Are Received.
 At Starting Time Advertising Of MNP Was Very High. But Now Days There Is
No Advertise Which Create Unawareness Of Customers.
 Through MNP Service Customer Can Switch Their Service To Other Network
Provider With Same Mobile Number. But These Lead The High Competition In
The Market.

27. 27
 In Indian Market There Are Many Network Operator From Them Some
Network Operator Are Not Having Strong Customer Power I.E Aircell, BSNL,
Uninor, Videocon, Loop, Virgin, MTS ..Etc
 In This Survey We Find That Many Customers Who Are Stay With Their
Existing Service Provider. Where They Are Satisfied And Some Other
Customer Who Are Not Satisfied With Their Current Service Provider Where
They Willingly Want To Switch To Service Provider Who Has Beneficial Plans,
Offer, Network Coverage Etc.
 Most Of The Subscribers Subscribe MNP Services Due To Low Prices And
Easy Process.
 MNP Helps Mobile Phone Users To Change From One Mobile Operator To
Another Without Changing Mobile Phone Number.
 Being The First Promoter Of MNP Services In India, Idea Get Success In
Terms Of Attracting Potential Customers And Retaining Existing Customer.
 Because The Users Of MNP Services Are Young, Teenagers And Couples
Etc. Hence It Compels Operators To Think On Segmentation In The Prepaid
Market.

28. 28
Limitation Of The Study
 The Shortage Of Time And Money Will Limit The Number Of
Samples In To Minimum
 The Advanced Statistical Tools Not Used For Analysis.
 At The Time Of Research Respondents Are Not Ready Give
Answer.
 Many Respondent Give Unbiased And Dishonest Answer.

29. 29
SUGGESTION
 Operator Should Focus On Maximizing The Relevance Of Subscribers Profile,
Interest, Prepaid Balance, Past Behavior.
 Network Operator Should Offer Long Term Loyalty Benefits Staggered Over A
Period Of Time.
 Research Findings Suggest That Different Groups Have Different Switching
Behavior. Age, Gender, Marital Status And Brand Have Significant
Dependency On Those Who Switch.
 Operators Should Design The Customer Care Service Under Inspection. It
Will Answer All Calls To The Customer Care Centers Within 10 Seconds Or
Reverse The Money Spent On The Call.
 In Case Of Any Call Drop, Subscribers Will Have To Send An SMS For Getting
Their Money Back.
 Operator Should Give The Advertising On TV, Radio, Newspaper With
Attractive Packages. Which Leads To Use Of MNP

30. 30
Continue…..
 In High Competitive Market Operator Should Provide Discount Offer And Value
Added Pack Which Help Win Back The Subscriber.
 Operator Should Focus On Network, Backend Operation, Technology Operation
And Setting Up Systems For The Better Services.
 Operators Who Provide Only CDMA Service Should Try To Provide Switching
CDMA To GSM.
 For Attracting New Customer Service Operator Has To Provide Low Charges Or
Think On Offering A SIM Card Free Of Cost Along With Additional Talk.
 They Should Think On Offering Special Tariffs, Free SMS, Free Data Pack For
Period Of Time.
 Research Finds That’s Different Groups Have Different Switching Behavior, Age
, Marital Status, Gender. Etc

31. 31