Vodafone customer satisfaction survey

VODAFONE CUSTOMER SATISFACTION SURVEY

UNIVERSITY OF MUMBAI
PROJECT ON
VODAFONE CUSTOMER SATISFACTION
SURVEY
SUBMITTED BY
MOHAMMED ASIF KHAN
PROJECT GUIDE
PROF.AFTAB SHAIKH
BACHELOR OF MANAGEMENT STUDIES
SEMESTER V
(2009-10)

1


ORIENTAL COLLEGE OF COMMERCE AND
MANAGEMENT BACHELOR OF MANAGEMENT
STUDIES, ANDHERI (WEST), MUMBAI.
UNIVERSITY OF MUMBAI
PROJECT ON
VODAFONE CUSTOMER SATISFACTION
SURVEY
Submitted
In Partial Fulfillment of the
requirements
For the Award of the Degree of
Bachelor of Management
By
MOHAMMED ASIF KHAN
PROJECT GUIDE
PROF.AFTAB SHAIKH
BACHELOR OF MANAGEMENT STUDIES
2


SEMESTER V
(2009-10)
ORIENTAL COLLEGE OF COMMERCE AND
MANAGEMENT BACHELOR OF MANAGEMENT
STUDIES, ANDHERI (WEST), MUMBAI.

DECLARATION
I MOHAMMED ASIF KHAN student of
TYBMS (2009-10) hereby declare that
I have completed this project on
VODAFONE
CUSTOMER
SATISFACTION
SURVEY.
The information submitted is true &
original
to
the
best
of
my
knowledge.

3


Student Signature
MOHAMMED ASIF KHAN

CERTIFICATE
This
is
to
certify
that
Mr.
MOHAMMED ASIF KHAN Of TYBMS has
successfully completed the project
on VODAFONE CUSTOMER SATISFACTION
STRATEGY under the guidance of
PROF.AFTAB SHAIKH.
Project Guide
Principal PROF.AFTAB SHAIKH
D.B KADAM
4


Course Co-Ordinator
PROF.KOLKARNI
External Examiner
T.Y.BMS. 200 MARKS

PROJECT TOPIC:
“VODAFONE CUSTOMER SATISFACTION
SURVEY”.
ACKNOWLEDGEMENT:
It is a pleasure to thank all the
people who directly or indirectly
in many ways have assisted me in my
project
related
studies
and
5


contributed
in
the
making this project.

process

of

Firstly, I would like to thank my
project guide PROF.AFTAB SHAIKH for
his
support,
co-operation
and
fruitful
discussions
during
my
research on the topic -“VODAFONECUSTOMER SATISFACTION SURVEY.”
Lastly, I would like to express my
gratitude to all my college and in
particular to the coordinator of
Bachelor
of
Management
Studies
(BMS);
Mrs.
A.
MARTINA,
for
providing me such an interesting
topic for my university project and
their
by
supporting,
and
cooperating
with
me
during
my
project.

6


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
7


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.

8


Vodafone also came out with cell
phones for the poor which were 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 3 Rd 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
VODAFONE‟S marketing strategy to
boost its sales during the IPL 2
season. This was one of the master
moves by VODAFONE to introduce ZOO9


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
10


to host the 2 day event. This is
the part of the promotion strategy
of Vodafone to become the worldwide
leader in telecom industry.
Vodafone
is
also
the
official
sponsor of the England Cricket Team
for the N power test series. It has
also shaken hands with the most
popular football tournament UEFA
CHAMPIONSLEAGUE football which is a
part of the promotional strategy of
Vodafone.

11


INDEX
SR NO

TOPICS

PAGE N
O

CHAPTER I
1

A: WHAT IS
TELECOMMUNICATION

11

B:PLAYERS IN
TELECOMMUNICATION
CHAPTER II
19
2

A: DOT
B: TRAI & ITS
FUNCTIONS

12


CHAPTER III
3

A:ABOUT VODAFONE

22

B:HISTORY OF VODAFONE
C: MANAGEMENT OF
VODAFONE
CHAPTER IV
A: PRODUCTS & SERVICES
OFFERED BY VODAFONE

4

B:VODAFONE MARKET
SHARE
B: EXTRA EFFORT TO
BOOST SALES
C: CRM ADOPTED BY
VODAFONE
D: COMPARISON BETWEEN
LOOP & VODAFONE
13

39


CHAPTER V

67

5
FUTURE OF VODAFONE
6

CONCLUSION

69

7

BIBLIOGRAPHY

70

CHAPTER I
WHAT IS TELECOMUNICATION
Telecommunication
is
the
transmissions of signals over a
distance
for
the
purpose
of
communication. In modern times this
process almost always involves the
sending of electromagnetic waves by
electronic
transmitters
but
in
earlier years it may have involved
the use of smoke signals drums or
semaphore lines.
14


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 the1830‟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
Chapped
15


built the first visual telegraphy
for semaphore system between Chile
& Paris. This was followed by a
line from Strasburg to Paris.

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 Secunderabad.
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,
16


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
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 first sand
innovations to its credit, ranging
17


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
18


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.
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.
19


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,
Chhattisgarh,
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
20


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-forprofit industry body registered
under the SOCIETIES ACT, 1896. Its
mandate is to expand and enhance
the online and mobile value added
services sectors.
JP MOBILE, INC.
JP
Mobile
is
a
solid,
wellestablished 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
21


solution for enterprises, carriers,
system integrators and independent
software vendors.13
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
22


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 Jharkhand.
RELIANCE COMMUNICATIONS
Reliance
Communications
has
a
reliable, high-capacity, integrated
(Both Wireless and Wire line) and
23


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
24


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.
TATA INDICOM
Tata teleservices ltd offers its
products and services to customers
25


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 centers of its own.
Since its establishment, TEPL has
been foremost in bringing global
technology to the Indian market.
TOUCHTEL
A Bharti group company
landline, DSL in metros

offering

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
26


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 in1994
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.
YOUR BILL BUDDY
Your bill buddy.com is your onestop solution for finding the best
mobile plan in market for yourself.
27


Also you can send free sms to your
friends.

CHAPTER II
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 e-world it was
inevitable for the evolution of
28


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 preeminence 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.

TRAI:
29


TRAI stands for Telecom Regulatory
Authority
of
India.
TRAI
was
established in the year 1997in
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
30


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 9
the January 2004, has notified
Broadcasting & Cable services to be
telecommunication service.

RECONSTITUTION:
I (Amendment) Act, 2000 had led to
reconstitution of the authority. It
consists of one Chairperson, two
31


full-time members & two part-time
Members.
The present composition
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

CHAPTER III
32

of

the


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
33


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 lifelong
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
34


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.

35


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

36


mobile – and a third of them were
connected to Vodafone.
The Vodafone story is one of
investment, innovation and awardwinning 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
37


• 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
largest
mobile
network
in
world.

the
the

• 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.
1988

38


• 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.

39


• 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
street store.

its

first

high

1994
• Vodata is the first network
operator in the UK to launch data,
fax and sms services over the
digital network.

40


• Vodafone joins the global star
consortium to develop and launch a
low earth orbiting satellite mobile
phone service.
1996
• Vodafone is the first network
operator in the UK to launch a prepay 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
Went as chief executive officer of
Vodafone group plc.
1999
• Vodafone air touch plc is created
as a result of a successful merger
41


between Vodafone group plc and air
touch communications Inc.
• On 5 January Vodafone connects
the five million customers in the
UK.

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
42


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
messaging to its networks.

instant

• Vodafone makes the world‟s first
3g roaming call between Spain and
Japan.

43


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 programmers,
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.
44


2003
•
Vodafone
lives!
attracts
1
million customers in its first six
months.
• Orange, telephonic moviles, tmobile, 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
lives! With
launched in 13 markets.

3g

is

2005
• Vodafone simply is launched,
giving customers new, easy-to-use
voice and text services.

45


• Vodafone introduces passport, a
new voice roaming price plan.
2006
• The number of Vodafone lives!
Customers with 3g reach 10 million.

MANAGEMENT OF VODAFONE
NEW CEO OF VODAFONE:
46


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
47


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.
48


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.
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
49


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
50


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
51


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.”
ARUN SARIN
52


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
53


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.

54


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
55


a non-executive 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

56


Charles
Schwab
Corporation
Cisco systems inc.

and

In July 2005, he was appointed to
the court of directors at the bank
of England.

Vittorio Colao
57


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

58


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
59


director
and
remuneration
Finmeccanica,

chairman
of
committee

60

the
of


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
61


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.

2.

CONNECTIVITY:

Get a great signal at home without leaning out of the window thanks
to
the
Vodafone
access
gateway.
62


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.
3.

HEADSETS & HEADPHONES:

63


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?

64


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.
4.

FLEX ARM CRADLE:

65


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 cradles 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.
5.

MEMORY CARDS:

66


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 favorites. 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.
SERVICES:
Vodafone‟s new telecoms management
service
simplifying
the
management of fixed and mobile
telecoms services.
67


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
68


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.

69


•
Full
visibility
of
telecoms
assets such as mobile and fixed
devices.
• Ability to control
mobile devices.

and

manage

• Capability to secure, lock
remotely wipe mobile devices.

and

• 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,
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
70


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
71


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
• 5 GB a
downloads

month

–

ideal

for

big

• VOIP and peer to peer services –
get full access to SKYPE™, file
sharing and lots more
72


• One plan for everything – you
don‟t need a separate USB modem
device.
Just
use
your
phone
instead38

HOME BROADBAND:
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.
What do I get?
• Super fast broadband connection
(up to 8mb) with unlimited usage

73


• Inclusive calls to UK landlines
any time
• 25% off calls to UK mobiles
•Free
24/7

UK-based

telephone

support

•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?

74


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

75


MARKET SHARE OF MOBILE OPERATORS IN
INDIA: 2002-2008

76


VODAFONE TOP’S THE LIST IN THIS
CATEGORY
ABOUT THE MOST POPULAR VODAFONE
ZOO-ZOOS:

SOME INTERESTING
ZOOS:

FACTS

ABOUT

ZOO

On first look, these “Zoo Zoos” in
Vodafone
TV
ads
may
resemble
animated cartoon characters with an
alien look or simply a stupid egghead character with disproportional
white bodies and black dots for
eyes and mouth. But the interesting
77


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,
78


referring to the fact that it was
all shot live.
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 in2007.
79


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
80


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:
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
81


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
82


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 up to
1 lakh or more which is another
promotion
strategy
adopted
by
Vodafone which was a success.
VODAFONE SPONSOR OF ENGLAND CRICKET
TEAM:
83


As our sponsorship of the England
cricket team comes to a close,
we‟ve got an impressive lineup 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 N power 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, preshow
rituals
and
performers
describing their first time on
stage, the programmed brings an
84


authentic behind the scenes insight
into the world of music.
Vodafone sound bites are available
on TV, via a website (www.mtvvodafonesoundbites.com)
and
on
mobile
(wap.mtvvodafonesoundbites.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
programmed
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!

85


EFFORTS TAKEN TO BOOST SALES BY
VODAFONE (THEZOO 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 favorite cartoon.”

But for all those who think the zoo
zoos
are
animated,
here‟s
the
shocker: they are real people in
costume.
86


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 zoo zoo 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
87


dozen more films are
the league progresses.

expected

as

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.
A film shot at 20 frames per second
made
the
zoo
zoo‟s
movements
hurried
and
comical.
Of
the29
different zoo zoo ads created for
the IPL, there will be a new one
every day.

88


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
and225,
released
recently, are aimed at expanding
the
availability
of
affordable
mobile
phones
in
increasing
markets.
The
mobile
produced for

phones
have
been
Vodafone by Chinese
89


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.

90


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, talk
time, 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.

91


INTRODUCTION OF I PHONE 1 OF THE
BIGGEST EVENT IN THEHISTORY OF
INDIAN TELECOM:

92


“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. 49
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.

93


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
an
iphone data card available for a
monthly rent of Rs 100 but without
any free data usage.

94


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
95


ease of paying their bills on the
railway platforms & in the buses.
The customers were have to visit
the respective centres 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.
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,
96


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 also offered by BPL
communication, which a conference
between two or more persons.
97


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
98


incoming
calls
outside India.

while

traveling

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, 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
99


calls
free
on
BPL
and
zone
advantage,
which
allows
the
customer
to
pick
any
of
the
15zones, 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.
100


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
101


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
Maladgallery 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:
102


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 phonecalls.
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 two apparently
unique complaint numbers doc-c11117465 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,
103


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 it‟s
getting worse because today I have
had another debit of Rs. 99 for
activating
an
inactive
international roaming.
BY D RANADE

BAD SERVICE:
I am
given

prepaid subscriber, I had
my documents 3 days back,
104


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 Mahimgallery they said
signature
is
not
thereon
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
105


receive
any
calls,
through to CS.

cannot

get

Chris
No problems in derby. Could be a
local problem.

CHAPTER V
FUTURE OF VODAFONE:
VODAFONE SUGGESTS FUTURE ANDROID
PHONE:
Vodafone have confirmed that their
currently looking at developing
more and radio phones to complement
their new HTC magic handset, and
that some future android devices
could appear without Google.
106


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 12 2009 announced
plans to open their own application
stores for third party application
107


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
108


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.
“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 marks in the next 3 years.

CONCLUSION:

109


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 500 million by the end of
2010.

110


BIBLIOGRAPHY:

SOURCES OF INFORMATION:
INTERNET & NEWSPAPERS
 INTERNET:WWW.GOOGLE.COM
WWW.VODAFONE.CO.UK
WWW.BUSINESS-STANDARD.COM
WWW.WIKIPEDIA.COM
 NEWSPAPERS:BUSINESS STANDARD

111

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