VODAFONE CUSTOMER SATISFACTION SURVEY project Blackbook

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UNIVERSITY OF MUMBAI
PROJECT REPORT
ON
VODAFONE CUSTOMER SATISFACTION SURVEY
SUBMITTED BY
NEVIL IYPE PUTHIYEDATHU
BACHELOR OF MANAGEMENT STUDIES
SEMESTER V (TYBMS)
(Academic year 2016 – 2017 )
REENA MEHTA COLLEGE OF COMMERCE AND
MANAGEMENT STUDIES
( Bhyander west )

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CERTIFICATE
Prof. SAJIDA SHAIKH hereby certify that Mr. Nevil Iype
Puthiyedathu of Reena Mehta College has successfully completed
the project on Vodafone and submitted the project in partial
fulfilment of Bachelor of Management Studies of Mumbai University
for the Academic year 2016-2017.
He has worked under the guidance and direction,the said project is
bonafied information.
CO-ORDINATOR GUIDE
(DR. Satinder Kaur Gujral) (Sajida Shaikh)
External Prof.

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DECLARATION
I NEVIL IYPE PUTHIYEDATHU of REENA MEHTA
COLLEGE, hereby declare than the project titled “VODAFONE”
original piece of project work carried out by me under the
guidance of professor and coordinator
Prof. SAJIDA SHAIKH
The information has been collected from genuine and authentic
sources.The work has been submitted in partial fulfilment of
BACHELOR OF MANAGEMENT STUDIES OF MUMBAI
UNIVERSITY for academic year 2016-17.
PLACE: MUMBAI NEVIL IYPE PUTHIYEDATHU
DATE:

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ACKNOWLEDGEMENT:
I take this opportunity to thanks the UNIVERSITY OF MUMBAI for giving me
a chance to do this project.
I extend my gratitude to my project guide Pro. Sajida Shaikh for her timely help
and kind support without whom completion of this project was impossible.
I extend my sincere gratitude to coordinator DR . Gujral and our librarian and
other teachers for their constant support and helping for completing the project.
I am also grateful to my friends for giving support in my project. Lastly, I would
like to thanks each and every person who helped me in completing the project
especially my parents.

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EXECUTIVE SUMMARY:
This project is based on telecom sector as the telecom sector is growing at a very good pace. The
telecom company which I have selected for my project is VODAFONE. The reason behind
selecting Vodafone is its various schemes in product & service category & also its future policies
where the company is coming out with lots of new & affordable schemes for its customers.
Vodafone is a UK based company & has various branches all over the world. The company was
started in the mid 70’s & since then it has never looked back. The products & services offered by
Vodafone is of a very high quality & also at an affordable rates. They have various plans for
various customers depending on the status of the customers.
Vodafone has various product categories ranging from chargers, internet, mobile phones, headsets
& headphones & many more. In the service category it has internet services which include
broadband internet & PC internet services.
Apart from the products & services normally offered they also came out with some interesting &
unique product like the I phone. This was one of the biggest events in the history of Indian telecom
industry. The phones were available at around 32000-36000 Rs which has a unique feature called
as 3G system.
Vodafone also came out with cell phones for the poor which was a part of their social
responsibility toward the poor class people of the society. The phones were available in the range
of 1000 Rs -1500 Rs which was one of the successful strategies of Vodafone.
According to the 2002-2008 data VODAFONE captures the market with 17.56 % & is at the 3rd
position just after Bharti with 24.69% & Reliance with 17.68%.
Vodafone also came out with one of best& most attractive advertisement which no one has ever
seen before called as “VODAFONE ZOO-ZOO’S”. This advertisement was a part of

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VODAFONE’S marketing strategy to boost its sales during the IPL 2 season. This was one of the
master moves by VODAFONE to introduce ZOO-ZOO during the IPL 2 season which was a
“SUPER-HIT”.
VODAFONE is planning to come with its own accessories stores which would be a one-time shop
for its customers wherein the customers will get all the products under one roof. Vodafone’s future
plan is to become no.1 telecom company by the year 2010-2011 which does not seems to be very
difficult keeping in mind the progress it has made in the last 5 years.
Vodafone has added around 5 million subscribers in the year 2008-2009 which makes it the 3rd
largest telecom company in the world. Vodafone has joined hands with one of the world largest
& the best car racing company F1 MCLAREN MERCEDES to host the 2 day event. This is the
part of the promotion strategy of Vodafone to become the world wide leader in telecom industry.
Vodafone is also the official sponsor of the England Cricket Team for the Npower test series . It
has also shaken hands with the most popular football tournament UEFA CHAMPIONS LEAGUE
football which is a part of the promotional strategy of Vodafone.

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INDEX
Sr.No TOPICS PAGES
NO.
CHAPTER I
1.
WHAT IS TELECOMMUNICATION
HISTORY IN TELECOMMUNICATION
10- 18
CHAPTER II
2.
DOT
TRAI & ITS FUNCTIONS
19-21
CHAPTER III
3.
ABOUT VODAFONE
HISTORY OF VODAFONE
MANAGEMENT OF VODAFONE
VODAFONE IN INDIA
OTHER SERVICE
22-38
CHAPTER IV
4.
PRODUCTS & SERVICE OFFERED BY
VODAFONE
VODAFONE MARKET SHARE
EXTRA EFFORT TO BOOST SALES
CRM ADOPTED BY VODAFONE
COMPARISON BETWEEN LOOP & VODAFONE
39-61

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CHAPTER V
5. FUTURE OF VODAFONE
62- 63
6.
CONCLUSION 64
7.
BIBLIOGRAPHY 65
8.
WEBLIOGRAPHY 66

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CHAPTER: 1
WHAT IS TELECOMMUNICATION
The word telecommunication was adapted from the French. It is a compound of the Greek prefix
tele meaning “distant”,and the Latin communicare, meaning “to share”.
A basic telecommunication system consists of three primary units that are always present in some
form:
• A transmitter that takes information and converts it to a signal.
• A transmission medium, also called the “physical channel” that carries the signal. An example
of this is the “free space channel”.
• A receiver that takes the signal from the channel and converts it back into usable information.
Telecommunication occurs when the exchange of information between two entities includes
the use of technology. Telecommunication is the transmissions of signals over a distance for
the purpose of communication. Communication technology uses channels to transmit
informations, either over a physical medium (such as signal cables) or in the form of
electromagnetic waves. The word is often used in its plural form, telecommunications,because
it involves many different technologies.
Early means of communicating over a distance included visual signals, such as
beacons,smoke,signals,semaphore telegraphs, signals flags and optical heliographs. Other
examples of pre-modern long-distance communication included audio messages such as coded
drumbeats,lung –blown horns, and loud whistles.
A revolution in wireless communications began in the first decade of the 20th century. In the
modern times this process almost always involves the sending of electromagnetic waves by
electronic transmissions such as telegraph, telephone, and teleprompter, networks, radio,
microwaves transmissions,fiber optics, and communications satellites.

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HISTORY OF TELECOMMUNICATION:
The history of telecommunication began with the use of smoke signals & drums in Africa the
America & parts of Asia. Smoke signals
In the 1790’s the first fixed semaphore systems emerged in Europe however it was not until the
1830’s that electrical telecommunication systems started to appear. This article details the history
of telecommunication & the individuals who helped make telecommunication systems what they
are today.
Early telecommunication included smoke signals & drums. Drums were used in natives like
Africa, New Guinea & South America & smoke signals in North America & China. In 1792 a
French engineer Claude Chappe built the first visual telegraphy for semaphore system between
Chile & Paris. This was followed by a line from Strasburg to Paris.

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SOME OF THE MOST POPULAR TELECOM
COMPANIES IN INDIA:
A.P TELECOM
A.P.-telecom officer's service telephone numbers can be viewed by clicking the concerned
telecom district. A.P. telecom circle is serving the whole state of Andhra Pradesh including the
twin cities of Hyderabad and Secundrabad.
ASC ENTERPRISES LIMITED (ASCEL)
Ascel is a multi venture corporate heralding the "convergence" era in our country, focusing on
nationwide retailing of time (telecom, information & learning, media, entertainment) products &
services, satellite and digital wireless communication ventures for provision of infrastructure,
services and solutions among other initiatives.
AIRCEL
Popular provider in Tamil Nadu, and one of the fastest growing mobile operators in India,
headquartered in Chennai, Aircel Business solutions (ABS), part of Aircel, sells enterprise
solutions such as Multiprotocol Label Switching Virtual private Networks (MPLS VPNs), voice
over Internet Protocol(VolP) and managed videos services on wireless platforms including
WiMAX

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BANGALORE TELECOM
Bangalore telecom system is a communications window to the rest of the world. Offer a wide
range of telecom services from basic telephone service to high speed data circuits.
BHARTI ENTERPRISES
Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and
innovations to its credit, ranging from being the first mobile service in Delhi, first private basic
telephone service provider in the country, first Indian company to provide comprehensive telecom
services outside India.
COMMSOUTH
Commsouth was founded in Chennai, in the mid nineties; Commsouth has grown steadily and
established sound positions in the mobile telephony and telecom management software market.
CELLEBRUM
Cellebrum is a company of M Corp global group with interests in the field of telecom solutions,
office automation and information technology and value added services. Asia’s leading
valueadded mobile services and solutions provider on platforms like sms / ivrs / wap / gprs / ussd
etc.
CRICKET COMMUNICATIONS
Cricket is the operating subsidiary of leap wireless international, a customer-focused company
providing innovative mobile wireless services targeted to meet the needs of customers who are
under-served by traditional communications companies.

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ESSAR GROUP
The Essar group is one of India’s largest corporate houses with interests spanning the
manufacturing and service sectors in both old and new economies: steel, power, shipping,
constructions, oil & gas and telecom.
IDEA CELLULAR
India's leading GSM mobile services operator, idea cellular has licenses to operate in 11 circles.
With a customer base of over 17 million, idea cellular has operations in Delhi, Maharashtra, Goa,
Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-west,
Himachal Pradesh and Kerala. Idea acquired spice telecom which was operating in Karnataka and
Punjab. Idea cellular footprint currently covers approximately 45% of India’s population and over
50% of the potential telecom-market. As a leader in value added services, innovation is central to
idea's vas factory. It is the first cellular company to launch music messaging with 'cellular jockey',
'background tones', 'group talk', a voice portal with 'say idea' and a complete suite of mobile email
services.
INTERNET & MOBILE ASSOCIATION OF INDIA
The internet & mobile association of India (IAMAI) is a not-for-profit industry body registered
under the SOCIETIES ACT, 1896. Its mandate is to expand and enhance the online and mobile
value added services sectors.

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JP MOBILE, INC.
JP Mobile is a solid, well-established company, a true pioneer in the enterprise mobility market.
They are a privately held company with solid financial backing. They offer sure wave mobility
suite, a comprehensive wireless mobility solution for enterprises, carriers, system integrators and
independent software vendors.
LOOP MOBILE
Loop mobile (BPL mobile now rebranded as loop mobile), represents growth with continuity.
While we constantly work towards giving our subscribers a better network, innovative products
and a superior mobile telephony experience, our subscribers can be assured of the same focus and
commitment in providing the best network coverage, billing accuracy, and an unmatched
personalized customer service.
MTNL DELHI
MTNL Was Set Up On 1st April, 1986 By The Government Of India To Upgrade The Quality
Of Telecom Services, Expand The Telecom Network, Introduce New Services And To Raise
Revenue For Telecom Development Needs Of India S Key Metros Delhi, The Political Capital
And Mumbai, The Business Capital Of India.
MTS - SHYAM TELECOM
Sistema Shyam teleservices limited is a joint venture company between sistema of Russia and
Shyam group of India. Currently they operate in the states of Rajasthan, Tamil Nadu, Kerala,
Bihar, West Bengal and Jharkand.

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RELIANCE COMMUNICATIONS
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.
RELIANCE INFOCOM
Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed
line telephony including broadband, national and international long distance services.
SHYAM TELECOM LIMITED
Shyam telecom is pioneer in Telecom Industry. It has revolutionized the industry with
development of innovative products. Shyam group commenced its operations in 1974 to introduce
up-to-date telecommunication technology.
SONY ERICSSON
Sony Ericsson mobile communications offers mobile multimedia consumer products for people
who appreciate the possibilities of powerful technology.
SPICE TELECOM
Spice telecom the brand name of spice communications limited is presently operating cellular
phone services in the states of Punjab and Karnataka. Considered as one of the best providers of
mobile telephony in India.

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TATA INDICOM
Tata teleservices ltd offers its products and services to customers across India under the name of
"Tata Indicom". Tata teleservices limited is India’s leading private basic service operator.
TELEMATIC ENGINEERS (P) LTD.
Established in 1993, the TEPL network spans across the central western India, with service and
distribution centres of its own. Since its establishment, TEPL has been foremost in bringing global
technology to the Indian market.
TOUCHTEL
A Bharti group company offering landline, DSL in metros
VIDESH SANCHAR NIGAM LIMITED
VSNL incorporated on April 1, 1986 under the Indian Companies Act, 1956 to take over the
activities of the erstwhile overseas communication services (OCS). The company operates a
network of earth stations, switches, submarine cable systems, and value added service nodes to
provide a range of basic and value added services.
VODAFONE ESSAR
Vodafone essar in India is a subsidiary of Vodafone group plc and commenced operations in 1994
when its predecessor Hutchison telecom acquired the cellular license for Mumbai. Vodafone essar
now has operations in 16 circles covering 86% of India’s mobile customer base, with over 34.1
million customers.

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YOUR BILL BUDDY
Your bill buddy.com is your one-stop solution for finding the best mobile plan in market for
yourself. Also you can send free sms to your friends.

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ABOUT DOT:
DOT stands for department of telecom. It was started in the year 1992-93.The department is
presently headed by Prof M.N. Srirangaraju, who is supported by a team of qualified & dedicated
staff members.
On the forefront of development & with the advent of technological revolution & quantum
development in the field of electronics & communication due to myriad complexities of the eworld
it was inevitable for the evolution of another field to make a distinct identity of its own. Thus the
ball of development was set into motion & the telecommunication field gradually assumed a role
of pre-eminence which is shared by few other engineering disciplines in the modern world.
The Department established in the year 1992 emphasized in providing quality education with the
practical aspects of learning given ample importance .The department encourages tech-savvy
Projects which Whet the students appetite for technical exploration.

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TRAI:
TRAI stands for Telecom Regulatory Authority of India. TRAI was established in the year 1997
in pursuance of TRAI (Ordinance) 1997 which was later replaced by an act of parliament to
regulate the telecommunication services. Some of the major recommendatory, regulatory & tariff
setting.
FUNCTIONS OF TRAI
Functions of TRAI are to make recommendations on the need & timing for introduction of new
service provider ensure compliance of terms & conditions of license, effective management of
spectrum, lay down the standards of quality of service to be provided by the service providers &
ensure the quality of service & conduct the periodical survey of such service provided by the
service providers so as to protect interest of the Consumers of telecommunication service, ensure
effective compliance of universal service obligations notify the rates at which telecommunication
services in India shall be provided under this act etc.
Recently in exercise of powers conferred by Provision(K) (1) of Section 2 of the TRAI Act, the
Central Government, Vide Notification no S0 44(E) dated 9th
January 2004, has notified
Broadcasting & Cable services to be telecommunication service.

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RECONSTITUTION:
I (Amendment) Act, 2000 had led to reconstitution of the authority. It consists of one Chairperson,
two full-time members & two part-time Members.
The present composition of the authority is as follows:
SHRI. NRIPENDRA MISRA
CHAIRPERSON
SHRI A.K. SAWHNEY MEMBER
SHRI R.N.PRABHAKAR MEMBER
PROF N, BALAKRISHNAN PART-TIME MEMBER
DR RAJIV KUMAR PART-TIME MEMBER

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CHAPTER 3
VODAFONE
Bristish multinational telecommunications company headquartered in
London and its registered office in Newbury, Berkshire. It is the world’s
2nd- largest mobile telecommunications company measured by both
subscribers and 2013 revenues (behind China Mobile), and had 434
millions subscribers as of 31 March 2014.
Vittorio Amedeo Colao is an Italian businessman, chief executive officer
at Vodafone Group .
Vodafone has a primary listing on the London stock Exchange and is a
constituent of the FTSE 100 Index. It had a market capitalisations of
approximately $89.1 billions as of 6 July 2012.
It has a secondary listing on NASDAQ.
The name Vodafone comes from voice data fone, chosen by the company
to “ reflect the provision of voice and data services over mobile phones.

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SOME IMPORTANT & INTERESTING FACTS ABOUT
VODAFONE
Vodafone is the third largest company in this country by market capitalization. This is remarkable
because Vodafone is a relatively new company. Most of the other companies in the FTSE 100
(largest 100 companies in the UK) have been around considerably longer.
Most people in this country instantly recognize the Vodafone logo and know what the company
does. Vodafone supplies customers with mobile telephone facilities including text, games, music,
mobile TV, and internet services. In 2005 Vodafone had around 16 million UK customers,
employed over 11,500 people across call centres, offices and retail shops.
The NAS is less well-known. It is a national charity working with children, adults, and families
affected by autism, and those professionals who work alongside them. Autism is a complex life
long developmental disability affecting an increasing number of children in the UK. The term
autism covers a wide range of behavioral and communication difficulties. For example people
with autism find everyday social interaction very difficult.
Their ability to develop friendships is generally limited as is their capacity to understand other
people's emotional expression. People with autism can often have accompanying learning
disabilities but everyone with the condition shares a difficulty in making sense of the world.
The NAS champions the interests of people with autism and provides services appropriate to their
needs. Around 535,000 people in the UK have autistic spectrum disorders and 2 million parents,
carers and friends are affected. Understanding of the condition remains limited.

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HISTORY OF VODAFONE:
Vodafone is the world's leading international mobile communications company. Currently it has
operations in 25 countries across 5 continents and 40 partner networks with over 260 million
customers worldwide.
DURING 1980’S
Vodafone made the UK's first mobile call at a few minutes past midnight on 1st
January 1985.
Within fifteen years, the network was the largest company in Europe and the largest of its kind
anywhere in the world. By the turn of the century, almost every second UK citizen had a mobile
and a third of them were connected to Vodafone.
The Vodafone story is one of investment, innovation and award-winning customer service. Above
all, it’s one of growth and the ability to deliver the tremendous benefits of mobile communications,
not just in the UK but worldwide.
1982
• The Racal electronics group wins its bid for the private sector UK cellular license. It sets up the
Racal telecoms division and names the new network ‘Vodafone’ to reflect the provision of voice
and data services over mobile phones. Based in Newbury, the company has less than 50
employees, all in one building.
1985
• The Vodafone analogue network is the first cellular network to launch in the UK, and the first
call is made from St Katherine’s dock in London to Newbury on 1 January 1985.
1987
• Vodafone is recognized as the largest mobile network in the world.
• Vodata is created as the ‘voice and data’ business to develop and market Vodafone recall, the
voicemail service.
• Vodapage is launched, providing a paging network that covers 80% of the UK population.

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1988
• Racal telecomm plc floats on the London and New York stock exchanges.
1989
• Paknet is formed as a joint venture between Racal telecom and cable & wireless.
VODAFONE DURING 1990’S:
1991
• Racal and Vodafone demerge. And the Vodafone group is listed as an independent company on
the London and New York stock exchanges.
• Vodafone and telecom Finland make the world’s first international roaming call.
• Vodafone launches its digital (GSM) mobile phone service – the first in the UK.
1992
• Vodafone and telecom Finland sign the world's first international GSM roaming agreement.
1993
• Vodafone group international is formed to acquire licenses and supervise overseas interests.
• Vodafone opens its first high street store.
1994
• Vodata is the first network operator in the UK to launch data, fax and sms services over
the digital network.
• Vodafone joins the global star consortium to develop and launch a low earth orbiting
satellite mobile phone service.

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1996
• Vodafone is the first network operator in the UK to launch a pre-pay analogue package.
• Per second billing on the digital network is introduced, as well as options to buy ‘bundled’
minutes and make off-peak local calls to landlines.
1997
• Chris gent succeeds Sir Gerald Whent as chief executive officer of Vodafone group plc.
1999
• Vodafone air touch plc is created as a result of a successful merger between Vodafone group plc
and air touch communications Inc.
• On 5 January Vodafone connects the five million customers in the UK.

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VODAFONE DURING 2000’S:
2000
• The acquisition of Mannesmann Ag almost doubles the size of the Vodafone group making it
the largest mobile telecommunications company and one of the top ten companies, by market
capitalization, in the world.
• Vizzavi is launched, a 50/50 joint venture between Vodafone air touch and vivendinet to deliver
a multi-access branded internet portal for Europe.
• Vodafone acquires the largest available 3g license in the UK. In parallel with the development
of 3g, Vodafone announces its intention to offer GPRS (general packet radio service) to UK
corporate customers.
• The global star satellite communications service is launched in the UK.
2001
• Vodafone introduces instant messaging to its networks.
• Vodafone makes the world’s first 3g roaming call between Spain and Japan.
2002
• Vodafone trials its global mobile payment system in the UK Italy and Germany.
• Vodafone launches the first commercial European GPRS roaming service.
• The Vodafone group foundation is launched. The group and its subsidiaries plan to contribute
£20 million to community programmes, guided by the group social investment policy.
• Vodafone launches Vodafone live! & mobile office, two new consumer and business
propositions.
• Arun Sarin is selected to succeed Sir Christopher Gent as Chief Executive of Vodafone group
plc.

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2003
• Vodafone live! attracts 1 million customers in its first six months.
• Orange, telefonica moviles, t-mobile, and Vodafone form a new association to drive interoperable
mobile payments.
• 2004
• Vodafone launches its first 3g service in Europe with the vodafone mobile connect 3g/gprs data
card.
• Vodafone live! With 3g is launched in 13 markets.
2005
• Vodafone simply is launched, giving customers new, easy-to-use voice and text services.
• Vodafone introduces passport, a new voice roaming price plan.
2006
• The number of Vodafone live! Customers with 3g reach 10 million.
2007
Telsim in Turkey adopted Vodafone dual branding as Telsim Vodafone.
The Vodafone live! mobile internet portal in the UK was relaunched.
Vodafone Portugal launched Vodafone Messenger, a service with Windows Live
Messenger and Yahoo! Messenger

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2008
Vodafone’s 2008 CSR Report Declared Triple- Winner Includes every submitted to the awards
the company announced a strategic, non-equity partnership with Mobile TeleSystems
(MTS)group of Russia Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.
2009
Vodacom focuses on data as profit drops after debut it was announced that the group’s Luxemborg
Partner has been changed to Tango: the agreement with LuxGSM was not renewed in favour of
Tango , the Luxembourg unit of another partner network, Belgacom of Belgium.
2010
An investigation by Private Eye magazine revealed certain details of Vodafone’s tax avoidance
Activities
“The rapid rise of Vodafone”
2011
Vodafone sold its 44% stake in SFR, the second largest operator in France to Vivendi for $7.95
billions
“Vodafone moves world HQ to London
Vodafone, Essar said to Split $785 millions Tax Bill in India
“Vodafone acquires Bluefish Communications”
“HDFC Bank and Vodafone launch Indian M-PLSA”

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2012
“Vodafone to roll out mobile with Visa”
“Vodafone acquires Bluefish Communications”
“Vodafone One Step Closer To Completing Deal After CWW Shareholder Approval
“Vodafone Agree to Buy Cables & Wireless for $1.7 Billions
“Vodafone Gets Apporval for C&W Bid as Orbis Drops Opposition
2013
Vodafone announced it would be buying German cable company Kabel Deutschland.The takeover
Is valued at $ 7.7 billions, and was recommended over the bid of rival Liberty Global. Vodafone
Announced it would be selling its 45% stake in Verizon Wireless to Verizon Communications for
$130 billion, in one of the biggest deals in corporate history.
Vodafone began its rollout of 4G to provincial New Zealand, with the launch of the system in
Holiday hotspots around Coromandal.
The Spanish operations of Vodafone signed an agreement with Orange S.A to co- invest $1
billions
In the expansion of spain’s fibre- optic cable broadband network. This will enable Vodafone to
Reach an additional 6 millions customers in Spain by 201.
2014
Vodafone made an offer to acquire Spain’s largest cable operator, ONO, in a deal rumoured to be
Around $ 7 billions
Vinaphone signed a strategic cooperations agreement with Vodafone
“ Vodafone bids for Spanish cable operator Ono”
Vodafone reveals existence of secret wires that allow state surveillance.

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2015
Vodafone’s New Zealand units posts a $120.7m annual loss on the back of falling revenue
And costs associated for integrating with Telstra Clea. Vodafone Hutchison Australia (VHA)
Released its results for the first half of 2015
2016
Vodafone India’s new initiative offers 4G data at 30% discount in comparison to Reliance Jio 4G
Reuters. Vodafone India, in a seemingly new bid to tackle the growing influence of Reliance Jio’s
ultra- affordable 4G data plan, has now come out with a new data pack that offers as much as
20GB
4G data at Rs 998 valid at one month. This is a nearly 32 percent discount on 4G tariffs announced
by Reliance Jio.

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MANAGEMENT OF VODAFONE
NEW CEO OF VODAFONE:
VODAFONE ANNOUNCES NEW CHIEF EXECUTIVE
Vodafone group plc today announces that, after five years in the role, Arun Sarin will be retiring
as chief executive at the end of the company’s AGM on 29th July 2008. He will be succeeded by
deputy chief executive Vittorio Colao.
Arun Sarin became chief executive in July 2003 and over the last five years has led the company
through a period of significant change, both strategic and organizational. Under his leadership
Vodafone has developed and implemented a new strategy to become a total communications
company, which is already delivering results. As part of its strategy Vodafone has also expanded
into emerging markets including Romania, Czech Republic, Turkey, and most recently, India
where Arun Sarin led the acquisition of Hutchison essar, which is the largest foreign investment
made in the country.
In portfolio management, during this time the company also disposed of its businesses in Japan
and Sweden, together with interests in Switzerland and Belgium. In Europe the new strategy has
delivered innovative products, improved revenue and significant cost reduction.
Organizationally the company has been structured to take advantage of its significant global
footprint by becoming an integrated business with a clear distinction between global and local
activities.
During his time as chief executive the company has also grown its proportionate customer base
from 120 million to more than 260 million globally and over this period Vodafone has consistently
delivered strong results. Returns to shareholders over this period have also been very positive with
dividends increasing from 1.69p to 7.51p, an increase of more than 400%. He has also built a new
senior management team and taken the lead on major industry issues, including mobile broadband
and internet services.

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COMMENTING, CHAIRMAN SIR JOHN BOND SAID:
“Arun has done a tremendous job as chief executive. He has led the company with distinction and
navigated Vodafone through a period of rapid change. He has developed a new strategy for the
business and significantly expanded our footprint in emerging markets. The acquisition in India
was very well timed and executed. The board has a great deal to thank him for and i would like
personally to thank him for all he has done for the business and wish him and his family all the
best for the future. In Vittorio Colao we have a fine successor and I am looking forward to
working with him in his new role.”
ARUN SARIN SAID:
“It has been a privilege to lead Vodafone for the last five years and to have been involved in the
company for such a long time. I feel that I have accomplished what i set out to achieve, particularly
in developing and implementing a new strategy. I am very proud of what Vodafone and its 71,000
people have achieved and the good momentum we have in the marketplace. I know that the
business is in capable hands with Vittorio Colao. Having worked with him for many years I know
that he has the experience and vision to take Vodafone on to future success.”
Vodafone group plc also announced today that non executive directors Michael Boskin and Jurgen
Schrempp will not be seeking re-election at the AGM. Michael Boskin joined the Vodafone board
in 1999 on Vodafone’s merger with air touch communications inc, having served for a number of
years previously on the air touch board. Jürgen Schrempp became a director of Vodafone in 2000
when Vodafone completed its acquisition of Mannesmann, having been a member of
Mannesmann’s supervisory board before then.
Sir John bond said: “I would like to thank Michael and Jürgen for their contributions and for the
different and important perspectives each has brought to our board. Both have served with
distinction and i am very grateful for their tireless work on our board committees, especially
Michael’s chairmanship of the audit. Committee. Jürgen has, at one time or another, been a
member of each of our principal board committees. We wish them both well in the future.”

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ARUN SARIN
Arun Sarin, aged 53, graduated from the Indian institute of technology with a BS in engineering
in 1975. In 1978 he gained a MS in engineering and a MBA from the University of California, at
Berkeley.
He started his career as a management consultant before moving, in 1984, to pacific Telesis group
in San Francisco. Commencing in corporate development, he was instrumental in the company
acquiring the first cellular licenses in the us as well as winning the first cellular license in Germany
and a PCN license in the UK. He was subsequently appointed CFO and chief strategy officer at
pacific bell, before moving on to become vice president and general manager, San Francisco bay
area telephone company, a pacific bell division with 12,000 employees.
Following the demerger from pacific Telesis of the mobile and paging businesses to form air touch
communications, Arun was appointed senior vice president corporate strategy and development
where he developed and implemented a growth strategy encompassing partnerships and
acquisitions, which included the merger with us west’s wireless business.
On becoming president and CEO, air touch international, Arun was responsible for the acquisition
of wireless licenses in several overseas territories and establishing the management teams of these
new ventures.
He then became president of air touch communications where he was responsible for managing
the cellular and paging operations in 14 countries and was a key negotiator in the successful
merger of air touch with Vodafone group plc. Within the combined business, Vodafone air touch
plc, he was appointed CEO US/Asia pacific region, managing the group’s operations in the US,
Asia and Australasia. In addition, he headed the global mobile internet division, responsible for
the introduction of wireless internet services.
In 2000, with the successful merger of Vodafone air touch’s us businesses with those of bell
Atlantic and GTE to form VERIZON wireless, arun, whilst maintaining a non-executive

34
directorship of Vodafone air touch plc, became CEO of info space, a provider of mobile internet
content and directory services.
In 2001 he joined ACCEL-KKR telecom; a telecom investment and management business, where
he evaluated numerous opportunities in the telecommunications industry around the world and
oversaw the acquisition of bell Canada’s yellow pages business.
In April 2003 he became CEO designate of Vodafone group plc and assumed the post of chief
executive on July 30th 2003.
Prior to becoming chief executive, Arun had been a non-executive director of the GAP Inc, the
Charles Schwab Corporation and Cisco systems inc. In July 2005, he was appointed to the court
of directors at the bank of England.

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Vittorio Colao
Vittorio Colao, aged 46, was appointed chief executive, Europe and deputy group chief executive
of Vodafone group plc in October 2006.
Vittorio holds a business degree cum laude from Bocconi university and an MBA with honors
from the Harvard business school.
Between 2004 and 2006 he was chief executive officer of RCS media group in Milan, a leading
media group, publishing newspapers, magazines and books in Italy, Spain, and France.
Prior to that, Vittorio held the post of regional CEO, south Europe, Middle East and Africa, of
Vodafone group plc, and he was an executive director on the main board. Before the Vodafone
acquisition, Vittorio was COO and CEO of Omnitel Pronto Italia, now vodafone Italy.
Vittorio spent the early part of his career (1996-98 and 1991-96) at Mckinsey & co, where he was
a partner in the Milan office, working on media, telecommunications and industrial goods.
He headed the finance practice, and was responsible for the office recruiting of consultants.
Vittorio worked in 1989/1990 for Morgan Stanley investment bank division, in London, and
Mondadori, the Italian publisher.Vittorio has been a non-executive director and member of the
remuneration committee of Ras insurance, then listed on the Milan stock exchange (now merged
with allianz se), and was previously a non-executive director and chairman of the remuneration
committee of Finmeccanica,

36
Vodafone in India:
The Brand Trust Report, 2011 published by Trust Research Advisory has ranked Vodafone as the
16th most trusted brand in India.
Vodafone India Ltd. is the second largest mobile network operator in India by subscriber
Base, after Airtel. It is headquartered in Mumbai. It has approximately 173 million customers as
of September 2014. It offers both prepaid and postpaid GSM cellular phone coverage throughout
India with better presence in the metros.
Vodafone India provides 3G service on basis of 900 MHz and 1800MHz digital GSM technology.
Vodafone India launched 3G services in the country in the January March of 2011 and plans to
spend up to $500 million within two years on its 3G networks. Vodafone added maximum
subscribers in July 2014, with 13.6 lakh new users joining its network to take its base to 17.12
crore. Vodafone is the second largest player in telecom operator in India after Airtel, with a ,
market share of 22.95%.
Total number of Vodafone India Subscribers: 141,519,840 ie 21.54% of the total
657,158,013 Indian mobile phone subscribers.

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Other services of Vodafone:
ANGEL STORIES:
As of 3 September 2013, there were a total of 16 Vodafone Angel Stores in 14 states
Staffed entirely by women. Stores currently operate in Agra, Ahmedabad, Chennai,
Delhi, Goa, Haryana, Hyderabad, Jaipur, Kerala, Kolkata, Lucknow, Mysore, Pune
Shillong, Vadodara, and Rajkot.
According to Marten Pieters, Managing Director and CEO, Vodafone India, “ The
Angel Store are a part of Vodafone’s commitment to provide our women employees
With one of them secure and productive work environment. Additionally, our
Women customers feel welcomed while visiting the store.

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CHAPTER IV
PRODUCTS & SERVICES OFFERED BY VODAFONE:
PRODUCTS CATEGORY:
1.CHARGERS:
Stay connected wherever you are with the nokia travel charger. It's handy when you're camping,
flying or on the go. It's also ideal if you forget to keep your phone fully charged.
With most nokia phones now packing cameras, organizers and email, this nifty gadget will come
in handy for more than just talking. And because it's small, you can pack it in your bag and forget
about it - until you run out of juice.

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2.CONNECTIVITY:
Get a great signal at home - without leaning out of the window - thanks to the Vodafone access
gateway.
The gateway simply plugs into your broadband line, boosting your 3g signal right through your
home. It's also small, so you'll hardly notice it's there. Want to share your signal with friends and
family?
If they're on Vodafone you can - up to four people can use the gateway at once.
Vodafone access gateway works with any 3g phone. You'll also need a home broadband line, with
a minimum speed of 1mbps.
The Vodafone access gateway is also available from just 290 RS a month with select pay monthly
offers; please pop into a store for more information.

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3.HEADSETS & HEADPHONES:
Get a great signal at home - without leaning out of the window - thanks to the Vodafone access
gateway.
The gateway simply plugs into your broadband line, boosting your 3g signal right through your
home. It's also small, so you'll hardly notice it's there. Want to share your signal with friends and
family?
If they're on Vodafone you can - up to four people can use the gateway at once.
Vodafone access gateway works with any 3g phone. You'll also need a home broadband line, with
a minimum speed of 1mbps.
The Vodafone access gateway is also available from just 290 a month with select pay monthly
offers; please pop into a store for more information.

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4.FLEX ARM CRADLE:
Talk in your car - while your hands stay firmly on the wheel. The Vodafone car cradle is designed
for any handset. Just attach the suction cap to your windscreen, or clip the cradle to your air - vent.
No mess. No tools. No hassle.
Once the cradle's attached, twist the bendy arm for the perfect position. It's as easy as that.
Simple and safe, the must-have accessory is, at just 567 RS, very affordable too.

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5.MEMORY CARDS:
When you need to pack even more into your phone, choose the sandisk 4 GB micro sd memory
card. It has the same dimensions as the 2 GB card, but lets you carry loads more tunes and photos.
With space for up to 1,000 tracks, there's enough room in this tiny device for all your favourites.
You can also store, view or transfer photos and video clips - safely and easily.
Slim, powerful and ultra compatible, the 4 GB micro sd memory card is the ideal companion for
your phone.

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SERVICES:
Vodafone’s new telecoms management service - simplifying the management of fixed and mobile
telecoms services.
Vodafone Global Enterprise- – The division of Vodafone which manages the communications
needs of the largest multinational companies worldwide – announces the launch of Vodafone
telecoms management, a new service which combines and simplifies the management of fixed
and mobile telecoms.
Vodafone telecoms management is a fully hosted service designed to remove the operational
complexity of managing the telecoms environment for multinational businesses.
Underpinned by Vodafone’s global support and service level agreements, the service will give
multinationals greater visibility and management control over their telecoms expenditure, as well
as improve the quality of service delivered to employees.
The offering will also deliver a single, online management view of both their fixed and mobile
telecoms services. Vodafone consultants will work with customers to assess and scope their
current telecoms vendors and services, then develop a management plan aimed to deliver greater
efficiency and reduce costs.
ADDITIONAL KEY FEATURES INCLUDE:
• A single online view of spend across all telecoms providers
• Full visibility of telecoms assets such as mobile and fixed devices
• Ability to control and manage mobile devices
• Capability to secure, lock and remotely wipe mobile devices
• Visibility of telecoms vendor contracts and the current contract status
The online management portal is tailored to each organization to ensure that it interfaces with their
existing company processes. For example, the service provides an employee self-service portal,

44
enabling employees to order new mobile devices and update their profiles. The process of ordering
a device and the type of device that an employee is allowed to order will be in line with each
company’s set approval guidelines, policies and work flows.
“In this tough economic environment our customers are urgently seeking ways to reduce cost and
simplify their processes,” said Nick Jeffery, director, Vodafone global enterprise. “Very few
global organizations have a complete and accurate view of their fixed and mobile telecoms
landscape. Our telecoms management service has been developed in direct response to this need.”
INTERNET:
MOBILE BROADBAND:
MOBILE BROADBAND VIA YOUR PHONE
Feel the freedom. Use the internet your way – with full access to VOIP services like SKYPE™,
and peer to peer services like file sharing.
With mobile broadband via your phone, you get a whopping 5 GB each month. Simply use your
phone as normal – and if you have a 3g phone, connect it to your laptop to turn your phone into a
broadband modem.
Before you get started, you might need to make a few changes to your phone’s settings – your
user manual will have all the details.
Add mobile broadband via your phone – for £20 a month
• 5gb a month – ideal for big downloads
• VOIP and peer to peer services – get full access to SKYPE™, file sharing and lots more
• One plan for everything – you don’t need a separate USB modem device. Just use your phone
instead
• 1.VODAFONE 4G

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2. DOONGLE
HOMEBROADBAND:
Vodafone home broadband gives you high-speed internet access and inclusive anytime landline
calls for just 812 RS a month.
With no hidden catches, our customers say its better value than their previous home broadband
package

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What do I get?
• Super fast broadband connection (up to 8mb) with unlimited usage
• Inclusive calls to UK landlines any time
• 25% off calls to UK mobiles
• Free UK-based telephone support 24/7
• Broadband modem and micro filters included
All for just 812 Rs per month.
30-Day money back guarantee
We’re so confident Vodafone at home is better value for money than your current broadband
package, we’ll give you a 30-day money back guarantee. Call us to find out more.
What about VAT?
Costs shown include vat at 17.5%. Don't worry; you'll only be charged vat at 15% - while that
rate remains.
PRICING STRATEGIES :
A: MONTHLY PRICE PLANS
B: PAY AS YOU DO PLANS
C: CALL CHARGES WHILE GOING ABROAD
D: PAY MONTHLY CALL CHARGES
E: BUSINESS CALL CHARGES
MARKET SHARE OF MOBILE OPERATORS IN INDIA:2002-2008

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VODAFONE TOP’S THE LIST IN THIS CATEGORY

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ABOUT THE MOST POPULAR VODAFONE ZOO-ZOOS:
SOME INTERESTING FACTS ABOUT ZOOZOOS:
On first look, these “Zoo Zoos” in Vodafone TV ads may resemble animated cartoon characters
with an alien look or simply a stupid egg-head character with disproportional white bodies and
black dots for eyes and mouth.
But the interesting part is that Zoo Zoos are not animated characters but are actually slim women
actors from local Mumbai theatres, dressed in white costumes that are stuffed with foam to portray
the characters.
These characters are named Zoo Zoos, and are created by O&M. These ads were directed by
Prakash Varma and were launched during the ongoing IPL 2 series.
They are human beings who were made to wear body suits. “the design of the characters is such
that one gets fooled into thinking it is animation,” shrugs Rao, which was indeed the very illusion
that had to be created. “in a sense, it is ‘live’ animation!” He quips, referring to the fact that it was
all shot live.

49
To create large heads they used a material called Perspex, which was again stuffed with foam.
Also, they casted only women and children to play the zoo zoos so that the thin hands and legs
made the heads look even bigger.
SPONSORSHIP
VODAFONE’S PARTNERSHIP WITH MCLAREN MERCEDES SERIES:
As title sponsor and official mobile partner of the ‘Vodafone Mclaren Mercedes’ team, Vodafone
is raising its association with Formula 1 to the ultimate level. We have committed to a long-term
agreement, starting in 2007.
The sponsorship demonstrates Vodafone’s ongoing commitment to the Formula 1 world
championship, a sport which continues to deliver massive global television coverage and which
has significant appeal for Vodafone’s consumer and business customers around the world.
The title sponsorship including the team name ‘Vodafone Mclaren Mercedes’ and ‘official mobile
partner’ of the team gives Vodafone; dominant title sponsorship branding on the cars, drivers' and
pit crews' overalls and helmets.
As we enter into this exciting new partnership the associative rights acquired provide unique
opportunities that will continue to raise brand awareness through the team name and branding.
The team partnership delivers a powerful integrated marketing platform through advertising,
hospitality, mobile content, handset offers and promotions and through innovative activation will
encourage preference and loyalty amongst Vodafone’s customers.
VODAFONE WITH UEFA CHAMPIONS LEAGUE:

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Vodafone is in its second season as official partner and official mobile network of the UEFA
Champions’ League, the world's largest annual football competition.
Vodafone is delighted to be at the forefront of Europe’s premier club competition. After the
successes of last season's UEFA champions league sponsorship and the agreements announced in
April to sponsor the UEFA cup final and UEFA super cup, Vodafone is looking forward to
strengthening its position as a brand passionate about the beautiful game.
The UEFA champions’ league is the world's greatest club football competition. During nine
months of every year, Europe’s top 32 clubs battle it out for the trophy that proves they're the best
of the best. It's a sponsorship that delivers considerable value to Vodafone and is highly relevant
to most of the Vodafone operating companies.
Football is the most popular sport in the world. Huge numbers of Vodafone customers are
passionate about football - and sponsorships help to convert this passion into a business
relationship.
The partnership enables Vodafone to deliver content including video highlights packages and goal
alerts from all UEFA champions league matches to football fans on the Vodafone live! With 3g
consumer service.
VODAFONE TIE-UP WITH RADIO CHANNEL FEVER 104:
Vodafone tied up with Radio channel FEVER 104 wherein the channel provides with cash prizes
of upto 1 lakh or more which is another promotion strategy adopted by Vodafone which was a
success.

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VODAFONE SPONSOR OF ENGLAND CRICKET TEAM:
As our sponsorship of the England cricket team comes to a close, we’ve got an impressive line up
to celebrate the 12th and final year of the partnership. This summer England will once again
embark on the quest for victory in the ultimate test of any England cricketer as they take on
Australia in the Npower ashes series; and as a Vodafone customer, you can be with us the whole
way.
VODAFONE SOUNDBITES
Vodafone sound bites explore every aspect of the global music scene. Featuring international
artists’ interviews at gigs and festivals, bands’ fantasy group line-ups, pre-show rituals and
performers describing their first time on stage, the programme brings an authentic behind the
scenes insight into the world of music.
Vodafone sound bites is available on tv, via a website (www.mtv-vodafonesoundbites.com) and
on mobile (wap.mtv-vodafonesoundbites.com) as a series of twenty one, three minute shows. The
website and mobile service carry additional footage, as well as editorial and news elements.
Uniquely the programme is available in seven languages on MTV in Germany, Hungary, the
Netherlands, Portugal, Romania, Spain, Turkey, the UK and Ireland, Australia, New Zealand and
on the mtv European feed, covering sixteen countries!
EFFORTS TAKEN TO BOOST SALES BY VODAFONE (THE
ZOO ZOO SERIES):
Vodafone’s new series of advertisements feature lovable white, large-headed creatures that have
attracted more than 28,500 fans on face book. “They are so cute,” “they remind me of Casper who
was my favourite cartoon.”

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But for all those who think the zoo zoos are animated, here’s the shocker: they are real people in
costume.
Rajiv Rao, Executive Creative Director (South Asia) of Ogilvy & Mather, the agency that handles
Vodafone advertisements, said: “we wanted to make real people look as animated as possible.”
Bangalore-based nirvana films shot the ads in Cape Town, South Africa, just in time for IPL. Said
Prakash Verma, nirvana’s owner
and director of the zoozoo campaign: “our actors were small-bodied, thin women covered in
layers of white fabric. Each facial expression was made of rubber and pasted on the actors.”
In about 10 days, O&M completed the campaign shooting two-three films a day, each selling a
product or a service offered by Vodafone. A dozen more films are expected as the league
progresses.
The characters, which look like distant cousins of the Pillsbury dough boy, were enacted by
professional ballet artists in white body suits. “What makes them so endearing is that they are
innocent people living in a simple world unlike ours, who laugh loud when they laugh. And who
seem to be in an in-between world of animation and reality,” said Mr. Rajiv Rao, executive
creative director, O&M.

53
A film shot at 20 frames per second made the zoo zoo’s movements hurried and comical. Of the
29 different zoo zoo ads created for the IPL, there will be a new one everyday.
CUSTOMER RELATIONSHIP MANAGEMENT
VODAFONE LAUNCHES PHONES FOR THE POOR
From now onwards millions of people all through the world could access mobile phones for the
first time with the release of Vodafone’s first ultra-cheap own-branded phones. It is said by the
company that these phones are cheap enough for poor people to have. Plus the Vodafone 125 and
225, released recently, are aimed at expanding the availability of affordable mobile phones in
increasing markets.
The mobile phones have been produced for Vodafone by Chinese manufacturer ZTE Corporation
- the first handsets resulting from an agreement between the two companies announced in
December. They will come into view first on Vodafone networks in Egypt, Romania and South
Africa. The Vodafone 125 and 225 are reported to be consisting with a similar set of basic features,
although the 125 has a monochrome display whereas the 225’s display is colour.
Vodafone is also planning to open access to mobile services for more people in countries where
mobile networks are the most viable and cost-effective communications service available. The
phones are said to be coming with the price tag of around 1200-2500.

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HAPPY TO HELP:
This is an online 24*7 helpline service for the customers of Vodafone. This provides
help to the customer queries related to the products & services like VAS, talktime,
recharge & etc.
CUSTOMER CARE CENTRE:
This is one of the best way of maintaining a healthy customer relationship adopted
by VODAFONE. They have their own customer care centre’s all over India wherein
the customers directly come to the centre’s regarding the problems they face related
to the products & services.

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INTRODUCTION OF I PHONE 1 OF THE BIGGEST EVENT IN THE
HISTORY OF INDIAN TELECOM:
“We are delighted to announce that the iphone 3g will be available in India from august 22, 2008.
It will be available in 8gb & 16gb models, priced at Rs 31,000 and Rs 36,100 respectively.
”
And this is just the cost of apple hardware - you will have to pay extra for data and voice plans.
Airtel will also introduce iphone on the same date but I don’t think if an iphone 3g is worth that
kind of money
Now that Vodafone officially announced the price of iphone, a local rep. Shared details about the
different tariff plans available for Vodafone customers of iphone in India.

56
Unlike blackberry, Vodafone offers no "unlimited data" plan for iphone users. That means if you
exhaust your monthly data usage limit, be prepared to shell out an extra Rs 5 per mb of data
exchanged.
The monthly rent for iphone will range from Rs 500 to Rs 1000 depending on your internet
requirements. The lower plan will provide you with 50 mb of free data usage while the upper 1000
plan provides 600 mb of data usage.
The above plans are for customers with a postpaid connection.
If you want to go for a prepaid iphone connection, there’s a iphone data card available for a
monthly rent of Rs 100 but without any free data usage.
The sms and local / std call charges on iphone will more or less be the same as existing tariffs
offered by Vodafone.
Let’s do some maths. If you are heavy web user, the overall cost would work something like this
- Rs 36000 (for handset) + Rs 12000 (yearly rent) + call charges + extra data charges + taxes.
Contrast that with a blackberry curve from airtel - Rs 23000 (for headset) + Rs 6000 (yearly rent
with unlimited data) + call charges + taxes.
VODAFONE’S TIE-UP WITH B.E.S.T & RAILWAY’S:
As a part of the customer relationship management Vodafone came out with a unique plan of
providing its customers with utmost ease of paying their bills on the railway platforms & in the
buses. The customers were have to visit the respective centre’s of their area to pay the bills which
was time consuming & required some effort. Because of the initiative taken by Vodafone postpaid
customers are very much relaxed that they do not have to visit the respective centre’s to make the
payment.

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COMPARISN BETWEEN VODAFONE & LOOP MOBILE
LOOP MOBILE:
Loop mobile strives for customer satisfaction and business success in the telecom service field.
Apart from offering prepaid, post-paid, roaming, voice sms and push mail services in the wireless
industry, this mobile service company also provides other values-added services. The
communications service company gives an itemized bill, which a detailed bill is accounting the
outgoing calls, sms, subscribed services and other such details.
The customer of the mobile service company also gets missed call alerts through sms alerts, when
the phone is switched off or is out of the coverage area/range. Mobile answer phone service or
voice mail service is available for customers not able to attend calls, and if activated allows the
caller to record his/her message. Call conferencing is also offered by bpl communication, which
a conference between two or more persons.
Other services such as clip, which identifies the caller; popular roaming, which allows special
roaming without any deposit in India and STD/ISD facility to make national/international calls
are provided by the mobile service company. Emergency STD/ISD services, which provide access
to STD/ISD calling without any deposits for 20 minutes, clir to secure the customers’ numbers
from being reflected on caller’s mobile and fax/data and internet options are also the other value-
added services offered by the communications service company. BPL communication offers
national roaming that allows the customers to get incoming calls while traveling in India and
international roaming to get incoming calls while traveling outside India.
Offers post-paid, prepaid, roaming, voice sms and push mail services. The post-paid service
offered by the mobile service company has several plans to attract customers. These plans include
PAISA VASOOL on BPL mobile at reduced call rates, sms and mms, talk more with BPL mobile,
which is a group plan for the family and friends at reduced call rates, national family and friends,

58
which offers 60 per cent discount on std airtime for calls to any one mobile number and night
plan.
Under the prepaid scheme, the communications service company offers MOTS RCC 399 with
outgoing calls free on BPL and zone advantage, which allows the customer to pick any of the 15
zones, like home, office, college and so on, in order to enjoy some special privileges of calling
and sending sms. The night pack allows customer to make calls at minimum rates and the sms
bundle pack is offered by BPL communication at very low rates. Roaming with MOTS allows
one to subscribe for national and international roaming.
E-mails may be unanswered in the inbox and in the present competitive world, quick decision are
highly essential. The push mail offered by the mobile service company allows one to access mails
even while traveling. The push mail supports Microsoft exchange, lotus notes, SMTP and
imap/pop3 servers.

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PROBLEMS FACED BY LOOP CUSTOMERS:
BILLING PROBLEMS:
I have 2 mobile numbers from bpl mobile. I have given auto pay from my credit card so as to there
is no delay in bill payment. This was working fine till November 06. Since December every time
bpl comes back saying that my bank declines the payment i had check with my bank they are
saying that my card is in active mode has large limit than bpl mobiles bill still bpl disconnects my
connection. This has happened 5-6 times. I have a confirmation from my bank that there is no
problem in my card. I have written to bpl at least 10times but none of their senior level people
looked in this I am suffering even monetary losses due to this & frustration. It feels like they want
to harass you. I have very clean record of bill payment & not even a late payment as I have always
kept my bill payment on auto pay. I have submitted this auto pay to their Malad gallery but I don’t
know why their operations dept or customer care dept are not able to solve this. My sincere request
to all new mobile connection buyers to read through my complaint.
BY AJAY PATANKAR
REDUCING BALANCE WITHOUT ANY CONFIRMATION :
I was in Germany for about two months during which barring one or two numbers no one could
reach me despite activating international roaming on my cell. This caused a lot of inconvenience
and I had to pay additional money to make phone-calls.
But then on 9th November suddenly my balance went off from Rs. 2,500 to a negative balance
after sending and receiving one sms. I logged a complaint on the online system for which i receive

60
two apparently unique complaint numbers doc-c-11117465 and doc-c-111121812 which itself
speaks a lot about the complaint management system.
After returning when I called the absolutely useless help desk and explained the situation to several
executives over and over again, they finally gave me the two numbers on which apparently i had
spoken. I tried both these numbers here locally from my land line- one number is out of service
and the other is a fax line. First of all i could not receive any calls while i was in Germany and
then these numbers that were given by the help desk are not even functional numbers.
I am really annoyed now and its getting worse cause today I have had another debit of Rs. 99 for
activating an inactive international roaming.
BY D RANADE
BAD SERVICE:
I am prepaid subscriber , I had given my documents 3 days back , after that they send me a message
your request could not proceeded please call mobile assist 0n 555, after that last night they
suspended my both prepaid line , when i visit Mahim gallery they said signature is not there on
application form , I signed on application & they promise me that my line will be activated within
an hour but still it is suspended so please i request do not use BPL mobile. Now i have already
taken airtel card & i am not going to use bpl anymore. Airtel & Vodafone is best.
COMMENT BY SHAILESH PATIL
PROBLEMS FACED BY VODAFONE CUSTOMERS:
Anyone experiencing problems with Vodafone today, no sms and cannot receive any calls, cannot
get through to CS.
Chris
No problems in derby. Could be a local problem.

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FUTURE OF VODAFONE:
VODAFONE SUGGESTS FUTURE ANDROID PHONE :
Vodafone have confirmed that their currently looking at developing more android phones to
complement their new HTC magic handset, and that some future android devices could appear
without google.
In an interview with techradar.com, Vodafone’s Rachel Williams revealed that whilst the HTC
magic arise bundled with all the well-known google services future android handsets may feature
a basic package allowing networks to integrate their own clients’ software instead.
Williams also went onto confirm that more Vodafone android phones were likely in the future,
“we are looking at other android devices by joining the open handset alliance it shows our
commitment (to ranging other devices using Androids)”.
VODAFONE APPLICATION STORE COMING SOON:
Vodafone on May 12TH
2009 announced plans to open their own application stores for third party
application that will be made available across a wide variety of mobile platforms
VODAFONE COMPLETES HUTCH ACQUISITION:
On day when Indian conglomerate Essar threatened legal action against Hutch-Essar deal
Vodafone’s CEO Arun Sarin met Communications & IT Minister Dayanidhi Maran & briefed
him on the company’s future plans for India.
The British telecom major won the bid to acquire the stake of Hutchison Telecom in India’s fourth
largest mobile operator Hutch – Essar.
Essar sources said the company is considering legal action over the deal on account of it being
ignored in taking key business decisions.Essar is concerned over Vodafone’s move to forge ahead
with plans like networks sharing without consulting it first.

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“This is just the beginning Maran told PTI about the Hutch-Vodafone deal. India’s telecom
growth story is really interesting. Once the tele-density crosses 25 per cent, the growth curve will
become even steeper.
Maran hoped that the number of mobile users in India which is currently 150 million would touch
250 million by end of 2007 & 500 million mark in the next 3 years.

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CONCLUSION:
Vodafone with the help of its correct marketing strategy & quality products &
services at an affordable price is one of the world’s leading telecom companies with
the customer base of over 250 million & the future plans & policies of Vodafone
will help the company to achieve its target of adding 800 million by the end of
2020.Vodafone is now the second largest company of telecom sectors in the world
but still want to be the first position with its promising network and quality product
and good marketing strategy.
The Vodafone is spread in every corner of the world specially in the Asia pacific
and also to Africa and Australia only America is the continent where the vodafone
has been subscriber.
During this study I have came to an conclusion that the mean reason where the
Vodafone need to do marketing is the north and south America .As it has less no of
customer’s base over there
And we have also study about the service and the project which are offered by the
Vodafone is nice but they need to do little more innovation the reason why is
Vodafone has a huge market share in telecom sector is its promising service.
It had a huge department of public relationship it take care of thr things like
customers need and their affordability and their want so from all this things their
customers base increase and they gain the high amount of profit.
Along with this by the research one can come to know that the Vodafone had a great
future as the speed through which it is conquering the world making all the people
their customer till the end of 2020 Vodafone will be on the top of the telecom sector.
In these year Vodofone had take over many small company and make the huge
Vodafone and also it had came under various scams and trouble but came out with
it.During all these years Vodafone had given the best network and the best service
and also won the heart of the people.
The creativity of the Vodafone teams is very nice and it service is also very good
the creation of zoo zoo was very nice.It had given the boost to the company sale.

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BIBLIOGRAPHY:
SOURCES OF INFORMATION:
INTERNET & NEWSPAPERS
INTERNET:
WWW.GOOGLE.COM
WWW.VODAFONE.CO.UK
WWW.BUSINESS-STANDARD.COM WWW.WIKIPEDIA.COM
I NEWSPAPERS:
BUSINESS STANDARD
ECONOMIC TIMES
WEBLIOGRAPHY:
INTERNET:
WWW.GOOGLE.COM
WWW.VODAFONE.CO.UK
WWW.BUSINESS-STANDARD.COM
WWW.WIKIPEDIA.COM

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Q1) Do you have a mobile phone?
Yes
No
Q2) Are you aware about telecommunications service?
Yes
No
If yes, then which operator’s Service do you use?
Vodafone
(Multi-choice)
Airtel
Idea
Reliance
BSNL
Tata Indicom ( If not Vodafone then go to
Q3) Are you aware about Vodafone?
Yes
No (If No, then go to
Q4) From which source you came to know about Vodafone?
Advertisement
(Multi-choice)
Hoardings
Newspapers
Mouth Publicity
Q5) Since how long you are using Vodafone services?
Less than 1 month
2-6 months
6-12 months
More than 1 year
Q6) Which of the following services do you use of Vodafone?
Pre-paid
Post-paid
Q7) Which services are more helpful to you while using Vodafone services?
Call rates
(Multi-choice)
SMS service
Network
Value Added Services
Q8) Dou you call at customer care?
Yes
No
If yes, how often you call at customer care?
Daily

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Once a week
Once a month
Occasionall
Q9) For what reason you call at customer care?
Value added services
(Multi-choice)
Information regarding new schemes
Other queries
Complaining
Q10) Rate the following services on the basis of your satisfaction.
S e r v i c e s E x c e l l e n t V e r y G o o d
F a i r l y g o o d A v e r a g e P o o r
Network SMS rates New schemes and offersCustomer CareRecharge outletsCall RatesValue Added
Services

VODAFONE CUSTOMER SATISFACTION SURVEY project Blackbook

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