A project report on

Retail engagement
At

Reliance communication

Submitted in partial fulfillment of the requirements of Post Graduate Diploma in Management

By (Vishal Sachan) Batch- 15 R.N- 1423

Dr. Gaur Hari Singhania Institute of Management Research Jaykaylon Colony, Kamla Nagar, Kanpur-208005

SUMMER TRAINING REPORT

ON

Reliance communication
To study the DATA CARD sales potential in HARIDWAR and adequate steps required by RELIANCE to maximize its data card sales

Submitted in partial fulfillment of the requirements of Post Graduate Diploma in Business Management

by

Vishal Sachan
Batch -15 Roll No.1423 Dr. Gaur Hari Singhania Institute of Management Research Jaykaylon Colony, Kamla Nagar, Kanpur-208005
2

Certificate from Company

This is to certify that VISHAL SACHAN, second year student of PGDM full time course of Dr. Gaur Hari Singhania Institute of Management and Research, has successfully completed his 7 weeks summer internship. He successfully understood the whole process at the RELIANCE COMMUNICATION with every step carefully. With the above declaration I provide him the necessary certificate of the summer training and wish him good luck for the coming future.

Signature:

Certificate from college guide

This is to certify that VISHAL SACHAN, second year student of PGDM full time course of Dr. Gaur Hari Singhania Institute of Management and Research, has successfully completed his 7 weeks summer internship. He successfully understood the whole process at the RELIANCE COMMUNICATION with every step carefully. With the above declaration I provide him the necessary certificate of the summer training and wish him good luck for the coming future.

Signature:

DECLARATION
I, Vishal Sachan student of Dr. Gaur Hari Singhania Institute Of Management & Research pursuing PGDM 3rd trimester hereby declare that

this report is a genuine effort on my part and is original and not copied from any earlier report. This project report has not been earlier submitted to any

other institute for the award of any degree, diploma.

Date

Vishal Sachan
PGDM 3rd Trim. (GHS-IMR)

PREFACE

Management training has gained rapid and tremendous important over the past few Years. Management was previously considered as an inborn art or talent

but in todays fast developing world the view has been modified. I undertook about two month intensive summer training in RELIANCE

COMMUNICATION as an essential and obligatory part of the PGDM curriculum of Dr.Gaur Hari Singhania Institute of Management & Research. The summer training was quite interesting inspiring satisfying knowledge gaining.

ACKNOWLEDGEMENT
I hereby take the opportunity to express my profound sense of reverence and gratitude to all of them who helped me in the successful completion of my training. It was privilege for me to work with RELIANCE COMMUNICATION during the summer training. We take pleasure in expressing our deep since of gratitude and independence to Mr. RAJEEV CHAUDHARY Cluster Head, Mr. RAKESH SINGH & Mr. PRAVEEN PANDEY of RELIANCE COMMUNICATION, for his kind and constant Encouragement that helped me to do this training successfully. For my summer internship project I am greatly thankful to Mr. Sunil Gupta, who was my project guide for the SIP and who cooperated patiently to all my queries and doubts regarding my project. My sincere thanks to Mr. Somil Mishra, who is my mentor for the project, without whose guidance and support this project, would not have been done. Last, but definitely not the least I owe my thanks to God who continuously gave me confidence and courage to complete the project successfully.

Vishal Sachan
PGDM (GHS-IMR)

CONTENT
SERIAL NO. 1.
2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18.

PARTICULARS
Objective of study Introduction Vision, Mission & Values About Company

PAGES
8 9-11 12-13 13-15

Services of Reliance Communication 16-18 Product & Activation process Reliance World Reliance Netconnect Features of Reliance data card Devices Specifications Research Methodology Problem Identification Questionnaire Data Analysis & Interpretation Conclusion Major Problem in Reliance 19 20-25 25-28 29 30 31 32-34 35 36-38 39-52 53 54

Recommendation for increase in 55 sales of data card

19. 20. 21

Network Comparision Application Quality Netconnect broadband+ V/S 3G, Product Comparision, Distribution

56 57 58- 63

OBJECTIVE OF STUDY
To find out total DATA CARD sales in HARIDWAR town including all Beetel Modem 3G Modem !DEA 3G Modem Reliance HSD Broadband

modems, data devices thereby finding the data market in terms of numbers. Airtel

Tata Docomo - 3G Modem

Micromax- Modem

Tata Photon Plus

To find out Reliance Data Card market share. How to increase Reliance Data Card market share.

INTRODUCTION OF THE COMPANY

OUR FOUNDER Mr. Dhirubhai Ambani Few men in history have made as dramatic a contribution to their countrys economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left behind a legacy that is more enduring and timeless. As with all great pioneers, there is more than one unique way of describing the true genius of Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of men, the architect of Indias capital markets, the champion of shareholder interest. But the role Dhirubhai cherished most was perhaps that of Indias greatest wealth creator. In one lifetime, he built, starting from the proverbial scratch, Indias largest private sector enterprise. When Dhirubhai embarked on his first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this fledgling enterprise into a Rs 60,000 crore colossusan achievement which earned Reliance a place on the global Fortune 500 list, the first ever Indian private company to do so.

10

CHAIRMAN'S PROFILE
Anil D. Ambani

Regarded as one of the foremost corporate leaders of contemporary India,Shri Anil D Ambani, 48, is the chairman of all listed companies of the Reliance ADA Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved in every aspect of the companys management over the next 22 years. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997.

11

He is a member of: Wharton Board of Overseers, The Wharton School, USA

Central Advisory Commission

Committee,

Central

Electricity

Regulatory

Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology,

In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements: Conferred the CEO of the Year 2004 in the Platts Global Energy Awards

Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001 Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999.

12

Vision, Mission & Values

Vision
By 2015, be amongst the top 3 most valued Indian companies. Providing Information, Communication & Entertainment services and being the industry benchmark in customer experience, employees Centricity and innovation.

Mission
Meeting and exceeding Customer Expectations with a segmented approach. Establishing re-engineering and automating processes to make them customer centric, efficient and effective. Incessant offering of products and services that are value for money and excite customers. Providing a network experiences that is best in the industry. Building Reliance into an iconic brand which is benchmarked by others and lead industry in intention to purchase and loyalty Developing a professional leadership team that inspires, nurture talent andpropagates RCOM values by personal example.
13

ABOUT COMPANY
A dream comes true The Late Dhirubhai Ambani dreamt of a digital India an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility. It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fibre optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India

communicates and networks, truly bringing about a new way of life.

14

India s leading integrated telecom company

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is Indias leading integrated telecommunication company with over 80 million customers. Our business encompasses a complete range of telecom services covering mobile and fixed line telephony. It includes broadband, national and international long distance services and data services along with an exhaustive range of value-added services and applications. Our constant endeavor is to achieve customer delight by enhancing the productivity of the enterprises and individuals we serve. Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002, coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was among the initial initiatives of Reliance Communications. Today, we can proudly claim that we were instrumental in harnessing the true power of information and communication, by bestowing it in the hands of the common man at affordable rates. We endeavor to further extend our efforts beyond the traditional value chain by developing and deploying complete telecom solutions for the entire spectrum of society. With over 80 million subscribers across India, Reliance Mobile is Indias largest mobile service brand. Reliance Mobile services now cover over 20,000 towns, 5 lakh villages and counting.
15

We have achieved many milestones in this short journey. In 2003, AC Nielsen voted Reliance Mobile (formerly Reliance India Mobile) as Indias Most Trusted Telecom Brand. In July 2003, it created a world record by adding one million subscribers in a matter of just 10 days through its Monsoon Hungama offer. What sets Reliance Mobile apart is the fact that nearly 90 per cent of our handsets are data-enabled, and can access hundreds of Java applications on Reliance Mobile World.

Reliance Mobile has ushered in a mobile revolution by offering advanced multimedia handsets to the common man at very affordable rates. This innovative low pricing has increased the number of mobile phone users and its result is clearly reflected in the meteoric rise in Indias tele-density over the past four years. Our pan-India wireless network runs on CDMA2000 1x technology, which has superior voice and data capabilities compared to other cellular mobile technologies. CDMA200 1x is more cost-effective as it utilizes the scarce radio spectrum more efficiently than other technologies do. Enhanced voice clarity, superior data speed of up to 144 kbps and seamless migration to newer generations of mobile technologies are some of the differentiators that set CDMA200 1x technology apart from its competitors.

16

SERVICES OF RELIANCE COMMUNICATION

Television

Internet (Data Card)

RCOM

Telephone

Wireless

17

TELE-COMMUNICATION SERVICES
Reliance Communication Provides two type of mobile services GSM ( Global services for mobile ) CDMA (Code division multiple access)

Distributor Sales person Retailers

Customers

18

DISTRIBUTOR & RETAILER SERVICES

Deciding Targets. Allocating targets to salesperson. Activation of SIM. Recharge ( Paper recharge & E-recharge) Maintain trust and relation.

SALESPERSON SERVICES
Go to Retailer. Show your product (Features, Specifications) According to their need they will select your product Recharge coupons. E-Recharge. Activation. Billing. Maintain trust and relation

19

PRODUCT
Reliance World provides on-the-move information services. Some of the products of Reliance Communication are: Prepaid Cellphone connection Prepaid recharge card Top - ups RIM Postpaid Calling Cards RIM PCO RIM Handyphone I-Phone 3G

ACTIVATION PROCESS

ACT

Customer M.N

50228

20

RELIANCE WORLD
Reliance World (formerly Reliance WebWorld) is a world-class nationwide chain of retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group. It is designed to give the customer a delightful experience of the digital world of information, communication, entertainment and utility services. All Reliance World outlets are connected to Reliances countrywide optic fibre network. The Broadband Centre at Reliance World leverages this broadband network to bring you innovative digital services.

Empowering Indian villages

Reliance Communications is committed to bringing about a complete revolution in rural telephony. With this goal set high on our agenda, we have initiated a mammoth expansion plan to reach out to four lakh villages across the length and breadth of the country. Our 80,000 kilometres of terabit optic fibre cable network forms the backbone of our nationwide expansion, facilitating unlimited and uninterrupted voice, data and video applications. We stand strongly by our commitment to empower the people of India with the freedom to communicate by realising our founder Chairman Dhirubhai Ambanis dream of heralding a digital revolution. Reliance World, our unique infotainment data application, already enjoys 1.5 billion page views a month. With this roll out, countless more Indians will be
21

able to avail of our services and stay connected. Rural India will have unlimited access to the Internet through the increasingly popular Reliance Netconnect. It will surely put India on the fast track to knowledge-led leadership. It is a recognised fact that each point of increase in tele-density results in a 3 per cent growth in the countrys GDP.

Village Public Telephone

Reliance Communications Village Public Telephone (VPT) is a pioneering effort to introduce telephones in villages that do not have any telephone connections till date. These VPTs with STD facility are being installed in villages for the convenience of the villagers. As per our license obligation we have installed VPTs covering 59 talukas. We are receiving subsidy support for 3,599 VPTs every quarter from the USOF.

Rural Community Phone (RCP)

After achieving the target of one village public telephone per village, Reliance Communications next plan of action is to provide Rural Community Phones (RCPs) in each of those villages where the population exceeds 2000. These RCPs, with STD facility, are to be installed in public places including shops, schools and primary health centres. We are fully committed to installing about 22,000 RCPs covering 61 districts across 11 states in India.

Rural Household DELs

22

Reliance Communications' targets to provide Rural Household DELs in those talukas, which have been declared as rural talukas. Fixed Wireless Phone/Terminal of CDMA technology is being planned for R Household DELs. We are determined to provide Rural Household DELs in 61 districts covering 203 talukas in India. Our target is to roll out 6,100 of them.

Global network
Reliance Communications is a National Long Distance (NLD) and International Long Distance (ILD) service provider, rendering national and international transport links between other telecommunication service providers' networks. It is also an infrastructure provider for end-to-end bandwidth requirements as well as providing dark duct and dark fibre on lease to service providers and companies. The acquisition of Flag Telecom by Reliance in January 2004 has strengthened the bouquet of our service offerings to national and global service providers and companies. Our wholesale customers include Indian and international telephony service providers, Internet service providers, long-distance carriers, call centre operators, multinational companies, business process outsourcing (BPO) companies, IT-enabled service (ITES) providers and government and quasigovernment organisations.

23

Highlights of International and National Long Distance (ILD & NLD) services
ILD gateways in Mumbai, Delhi, Chennai, Kolkata and Ernakulam. International Points of Presence (PoPs) in New York, Los Angeles, London and Hong Kong integrated seamlessly with domestic gateways. Submarine fibre cable network connecting gateways to India in ring architecture for resilience. Satellite route for media diversity. Centralized NOC for International and National network management. TDM and VoIP based interconnects. Domestic and international data leased circuit. Value added services MPLS IP-VPN, FR, ATM. International capacity built to manage >250 mn minutes per month.

24

Infrastructure Business
RTIL, a subsidiary of Reliance Communications Limited, was incorporated in 2001 as a private limited company. Reliance Communications Limited (RCOM) had filed a Scheme of Arrangement with the High Court of Judicature at Bombay on December 5, 2006 for the separation of its wireless towers assets owned by RCOM and its wholly owned subsidiary Reliance Telecom Limited (RTL). The High Courts approval was received on March 16, 2007 and the scheme was effected on April 10, 2007. RTIL now operates as an independent wireless towers company pursuing its business plan to invest in its wireless towers portfolio and to acquire additional tenants on its towers. RTIL intends to capitalize upon the emerging trends within the Indian telecommunications industry to function as a third-party infrastructure provider, offering passive infrastructure-sharing to multiple wireless operators and data and entertainment providers within the industry. Reliance Communications Group is considering the sale of a minority stake in RTIL to international investors. Reliance Communications Group is also considering a seperate listing of the business on the Indian stock exchanges at an appropriate time. RTIL is an independent wireless telecommunications infrastructure company in India, engaged in the business of building, owning and operating

25

communications towers and related assets (together, passive infrastructure), which it will lease to the wireless operators under long-term contracts. RTILs wireless towers portfolio comprised of 13,849 towers as on April 10, 2007. It has a presence in all 23 telecom circles in the country. The Company has a build-out plan for about 23,000 new towers during FY 2008, which will intially have a capacity to co-locate 4 tenants and with provision for increasing capacity by carrying out minor modifications. Average overall capacity of RTILs towers is expected to be approximately 4 tenants per tower. RTIL is in the process of consummating a 10 year Master Services Agreement with RCOM and RTL, nominating RTIL as the exclusive provider of passive telecom infrastructure to RCOM and RTL. Additional tenants in the form of external wireless operators on RTILs towers would provide incremental growth in the tenancy rates for RTIL and thus, significant operating leverage. The terms of the agreements with RCOM are currently being negotiated and would include a monthly lease rental resulting in an annual recovery in the range of 11%-13% of the capital expenditure and pass through of all operating expenses including variable operating expenses such as real estate rent, electricity & fuel and security charges and fixed operating charges for maintenance of towers. The lease rentals are proposed to be increased annually at a mutually agreed rate. RTIL is also in the process of signing a Shared Facilities and Support Services Agreement with RCOM under which RCOM would share certain resources and services with RTIL for which RTIL would reimburse RCOM on an actual basis.

26

RELIANCE NETCONNECT +
Wired to win

The successful rolling out of real broadband services across the nation marks the second chapter of Reliance Communications commitment to usher in a digital revolution in India. Reliance Communications is setting new standards for the world to follow through inventive use of cutting-edge technologies in the field of fibre optics, Ethernet, microwave radios, switching, routing, digital compression and encoding. The mass roll out of broadband being carried out by Reliance Communications across the length and breadth of the country, offering speeds of up to 3.1 Mbps to millions of users, in itself is a technological marvel. The uniqueness of Reliance Communications broadband initiative lies in the fact that our entire nationwide network is being conceptualized and built from
27

ground zero. Our network is designed to deliver affordable quality education, drive governance, transform healthcare, enhance efficiency in business and, finally, generate new job opportunities for millions of unemployed Indians. Reliance Communications broadband service is set to revolutionize Indian society by removing the traditional bottlenecks of development including a lack of capital and a weak infrastructure, and help tide over the challenges of distribution in a vast country like India.

E-education
The mission of Reliance Communications e-learning initiatives is to bring world-class education to the doorstep of every Indian home. Utilizing our panIndia optical fiber and retail network, educational institutions can reach out to large sections of students which otherwise would be very difficult to contact. Leveraging our robust broadband infrastructure two top Indian management schools the Xavier Institute of Management, Bhubaneswar and XLRI, Jamshedpur are imparting fully interactive real-time courses across 105 cities. The Indian market possesses tremendous potential yet to be tapped and with Reliance broadband the worlds top-rung educational institutions are set to expand their sphere of influence beyond horizons and thus garner rich dividends. Utilising our real broadband connectivity, educational institutions can source the best educational material from anywhere in the world.
28

Libraries and laboratories around the world can be cross-linked making way for seamless exchange of information and expertise. A student sitting in India can have access to information at Oxford, while a teacher can exchange knowledge with his counterparts across the world.

Digital Workplaces
Reliance Communications real broadband connectivity has changed the dynamics of work. Our video conferencing service acts as a virtual bridge between professionals working at different office locations across the world. It now makes no difference whether your colleague is sitting in your next cubicle or across seven seas away.

E-Healthcare
Reliance broadband is set to offer timely quality healthcare facilities at very affordable rates to large sections of the Indian population irrespective of their geographical location. Our broadband connectivity is committed to usher in a new generation of online healthcare delivery system. Access to advance medical expertise can no longer be constrained by geography. A patient can seek medical advice sitting at the comforts of home. Doctors can attend to patients anywhere in the world on real-time basis. At the

29

click of the mouse, medical records and documents can be digitally dispatched thousands of miles away. Recently, the Apollo Group of Hospitals joined hands with Reliance Communications to offer its top-of-the-line healthcare facilities online to the benefits of millions of Indians.

FEATURES OF RELIANCE DATA CARD

Wireless Broadband for laptop & desktop Seamless coverage over 500 cities. 20 times faster with speed upto 3.1Mbps in Reliance Broadband + Network. Fastest uploads at a speed of upto 1.8 Mbps Downward compatible with Reliance High Speed 1X network to ensure seamless connectivity across 24000 towns & 6 lakh villages, as well as along major highways, railway routes, airport lounges and remote locations in India Optimized for running rich media / heavy applications such as video conferencing, video streaming, electronic surveillance, online multiplayer gaming and heavy file transfers. Simply plug & play

30

DEVICES

31

SPECIFICATION
Supports CDMA 1x RTT & CDMA 1xEVDO Rev A. Auto Installation. Windows 2000 (SP4), Windows XP (SP2), Windows Vista 32/64bits, Mac OS ( 10.4 version) High-rate network access Plug and Play (PnP) Micro Secure Digital Memory (Micro SD) Card (Huawei EC 150) Supports 800 MHz frequency band (Huawei EC 150, ZTE AC 8710, ZTE AC 2736 ) .

32

Research Methodology
A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Although they are often designed for statistical analysis of the responses, this is not always the case. The questionnaire was invented by Sir Francis Galton. Questionnaires are used by sociologists; positivists prefer closed questions. Questionnaires have advantages over some other types of surveys in that they are cheap, do not require as much effort from the questioner as verbal or telephone surveys, and often have standardized answers that make it simple to compile data. However, such standardized answers may frustrate users. Questionnaires are also sharply limited by the fact that respondents must be able to read the questions and respond to them. Thus, for some demographic groups conducting a survey by questionnaire may not be practical. As a type of survey, questionnaires also have many of the same problems relating to question const ruction and wording that exist in other types of opinion polls. Observation is either an activity of a living being (such as a human), which senses and assimilates the knowledge of a phenomenon, or the recording of data using instruments. The term may also refer to any datum collected during this activity.

33

Research Methodology
The Research specifies the information required to address needed issues, designs the methods for collecting information, manages and implements the data collection process analyzes and communicates the findings and implications The Research Methodology implemented in this project primarily consists of personal interviews with the retailers of Haridwar town to understand the DATA CARD sales potential in HARIDWAR and adequate steps required by RELIANCE to maximize its data card sales. I have conducted interviews to get the overview about the sales of Data Card, problems which are currently happening & what are the solutions for these problems.

Information sources
Primary data was collected with the help of interviews with the retailers and a structured questionnaire has been floated in different places to get inside knowledge of research topic.

34

Data Collection tool

The main methodology used was Descriptive Design, with its main tools being: Discussion with Retailers Questionnaire

Sample Size
For collecting Data I have taken whole Haridwar town (Kankhal market, Jwalapur market, Shivalik Nagar Market & From Ranipur more to Har ki paudi) as the sample size for careful design and analysis, for this study

Research Technique
To start working upon the project, I adopted the following research techniques. Survey of potential retailer. Daily visit to the different Prospective Retailer.

35

Problem Identification
To find out total DATA CARD sales in HARIDWAR town including all

modems, data devices thereby finding the data market in terms of numbers.

To find out Reliance Data Card market share.

How to increase Reliance Data Card market share.

36

Questionnaire
1. Which data Card do you sell in the market? o Reliance o Other 2. How Much Data card you sell in a month? o 1-5 o 5-10 o 10-20 o 20-40 o More-

3. Selling of Data Card per month (Units). o Reliance o Other

4. In your opinion which Brand do customer prefer? o Reliance o Airtel o Docomo o Idea o Beetel Modem

37

5. What is the monthly demand for Reliance data card? o o o o o 1-5 5-10 10-20 20-40 More-

6. Which factor you consider as most important for selling DATACARD? o Profit margin o Services o Brand o Personal Relation o Customer preference

7. While Purchasing of Data card What Parameter influence? Price ( ) Brand ( ) Network ( ) Speed ( )

8. Are You Satisfied with Reliance Data Card & its services? (

9. Which Facility attract you most for Reliance data card? Speed ( ) Plans ( ) Connectivity ( ) Price ( )

38

10. Price of Reliance Net Connect? Good ( ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

11.

Speed of Reliance Net Connect? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

12.

Tarrifs plans of Reliance Net Connect? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

13.

Customers response about Reliance card data card? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

14.

Connectivity of Reliance data card ? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

39

Data Analysis & Interpretation

1. Which data Card do you sell in the market? o Reliance o Other.

Sale in Units

60 Axis Title 40 20 0 Reliance Others Sale in Units

Interpretation: Reliance modems are the preferred choice of customers in todays market condition, whereas others like Airtel, Idea, Docomo connections are less demanded by the customers.

40

2. How Much Data card you sell in a month? o 1-5 o 5-10 o 10-20 o 20-40 o More-

Sales
1-5/ Month 5-10/Month 10-20/Month 1% 6% 23% 20-40/Month More

35%

35%

Interpretation: In Haridwar most of retailers sell 5-10 or 10-20 data cards per month.

41

3. Selling of Data Card per month (Units). o Reliance o Others Sales/ Month Reliance Others 120 250

Sales/ Month

25 20 15 10 5 0 Reliance Others

Interpretation: In Haridwar total Sales of Reliance prepaid data card is 100 approx. per month.

42

4. In your opinion which Brand do customer prefer? o Reliance o Airtel o Docomo o Idea o Beetel Modem

Customer preference
Reliance Airtel Docomo
5% 10% 30%

Idea

beetel modem

45%

10%

Interpretation: In Haridwar Demand for Tata Docomo data card is higher than Reliance. But after Docomo Reliance is second best Leader in this town in data card.

43

5. What is the monthly demand for Reliance data card? o o o o o 1-5 5-10 10-20 20-40 More-

Demand

100

10

1 1-5 Units 5-10 Units 10-20 Units 20-40 units More---

Series 1

Interpretation: In Haridwar there are 60% retailers who have demand of 1-5 Reliance data cards. 25% have demand for 5-10 units & only 10% are retailers who have demand for 10-20 units & only 5 % are those retailers who have demand for more than 20 units.
44

6. Which factor you consider as most important for selling DATACARD? o Profit margin o Services o Brand o Personal Relation o Customer preference

Sales
0% 0% 5% 20% Profit Margin Services Brand Personal Relation Customer Preference 75%

Interpretation: According to retailers of Haridwar, If we want to increase our data card sale so we have to improve our after sale service because a customers want best service after purchasing of any product.

45

7. While Purchasing of Data card What Parameter influence? Price ( ) Brand ( ) Network ( ) Speed ( )

Parameter
10

Price

Brand

Network

Speed

Interpretation: At a time of purchasing of data card a customer wants high speed and best network rather than its price.

46

8. Are You Satisfied with Reliance Data Card & its services? (

Satisfaction level
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

Interpretation: With the help of this figure we can say that 50% retailers are satisfied with Reliance and another 50 % retailers are not satisfied with Reliance. And the result of non-satisfaction they dont give the services of Reliance Net connect+.

47

9. Which Facility attract you most for Reliance data card? Speed ( ) Plans ( ) Connectivity ( ) Price ( )

50 40 30 20 10 0

Interpretation: According to retailers in terms of Plans Reliance is market leader among its competitors. Because its plans are cheaper than others.

48

10.

Price of Reliance Net Connect? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

Price
90 80 70 60 50 40 30 20 10 0

Good

V.Good

Satisfied

Not satisfied

Interpretation: According to retailers price of Reliance Netconnect+ is good compare with its competitors.

49

11.

Speed of Reliance Net Connect? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

Speed
40 35 30 25 20 15 10 5 0

Good

Very Good

Satisfied

Not Satisfied

Interpretation: 50% of retailer in Haridwar are satisfied with the speed of Reliance Netconnect+ and 50% of retailers are not satisfied with its speed.

50

12. Tarrifs plans of Reliance Net Connect? Good ( ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

PLans
9 8 7 6 5 4 3 2 1 0

Good

V.Good

Satisfied

N.Satisfied

Interpretation: According to 90% retailers in Haridwar, Plans of Reliance Netconnect are best. But only 10 % retailers are not satisfied with the plans of Reliance Netconnect+.

51

13.

Customers response about Reliance card data card? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

Customer Response
80 70 60 50 40 30 20 10 0

Good

V.Good

Satisfied

N.Satisfied

Interpretation: According to retailers, 80% customers are satisfied with Reliance netconnect+ but 20% retailers are not satisfied with Reliance Netconnect+.

52

14.

Connectivity of Reliance data card ? ) V.Good ( ) S a ti s fie d ( ) Not satisfied ( )

Good (

Connectivity

10 8 6 4 2 0 Good V.Good Satisfied N.Satisfied

Interpretation:

According to 80% retailers of Haridwar connectivity of

reliance is good but remaining 20% are not satisfied with its connectivity.

53

Conclusion
Reliance is the market leader in the field of datacard. It is the number two company and it hopes to be number one in coming years. But to become number one company have to remove its some weak points. Corporate image of Rcom is pretty good as compared to Vodafone, IDEA etc. Reliance has been very successful in its strategy of upgrading the consumer in the mobile business segment. Reliance has made sure that it makes its consumers move up the product chain by introducing new, technologically superior products and phasing their PLC very well. The customers is the most important person for any industry. The increased competition in the cell phone industry calls for attention to the most important factor in the market of the customer. It is important to understand what customer wants, The Indian customer is looking towards the following things. Choice Convenience Reliability Quality Brand Reorganization Affordability Though attractive schemes and promotional activities do play an important role in making new customers, it is important to satisfy the existing customers. It is very important for a company to match the expectations of its customers to come out as a winner.
54

The customers are highly satisfied with DOCOMO, service in HARIDWAR...

Major Problems in Reliance

Delay in after sale services No proper information to retilers and customers about New Schemes CDMA device create problems for some customers Slow speed. Network DSR dont visit outlets regularly No reimbursement of claims of some retailers. Demo problem. Frequently changing of distributor. Advertisement Less Margin for retailers compare with others. Unnecessary Bills Activation Of unwanted services. Costly SIM compare with others Not availability of POP and single sheet Misprint on SIM (GSM & CDMA)

55

Recommendations
Reliance should launch its 3G services in Uttrakhand as soon as possible. Reliance should provide credit facility to retailers so that they will be able to give the services of Reliance with this. Reliance should provide Demo of Net connect+ so that retailers will be able to give presentation of Reliance Net connect+ to the customers. Reliance should not change its distributor frequently so that retailers will be to make their personal relation with distributor & DSR. Reliance should solve its DSR problem because they dont visit outlets regularly. Reliance should launch a Beetel device so that customer can use any of SIM. Increase in Retailers Margin. Reliance should pay back the claims of Retailers if they want maintain their relation with retailers. Providing of gifts can be helpful to increase its sales.

56

Network Comparison

Dial -up

GSM EDGE Yes

CDMA 1X

Competition Wireless Yes

Netconnect Broadband+ Yes

Mobility Max. Downlink Speed (in Kbps) Max. Uplink Speed (in Kbps) Avg. Downlink Speed (in Kbps) Avg. Uplink Speed (in Kbps) Time to download 5 Mb file Time to upload 5 Mb file

No

Yes

56 56 (CMD) 25

238

144

2400

3100

144

144

1800

1800

30

30

400

500

25

30

400

30

400

27 min

22 min

22 min

1.7 min

1.3 min

27 min

22 min

22 min

22 min

1.7 min

57

Application Quality
Dial -up GSM EDGE CDMA 1X Competition Wireless Internet Average Average Average Very Good Netconnect Broadband+ Very Good

Video Download

Poor

Average

Average

Good

Very Good

Video Conference/ Chat

Very Poor

Very Poor

Very Poor

Very Poor

Very Good

Upload Photo

Poor

Average

Average

Average

Very Good

Send Large Email Attachments

Very Poor

Poor

Poor

Good

Very Good

No. Of Cities

NA

Very few

National

80

280

Within the city

NA

Limited

Very Good

Limited

Very Good

58

Net connect+ Broadband V/S 3G

Airtel, !dea, Docomo

Airtel, !dea, Docomo

Reliance

Speed
Mobility Max Download speed Max uplink speed Avg Downlink speed Avg uplink speed Time to Download 5 Mb file Time to upload 5Mb file

3G (3.6 Mbps)
yes 3600 384 500 400 1.3 min 1.7 min

3G (7.2 Mbps)
yes 7200 2000 800 600 50 sec 1.15 min

Netconnect+
yes 3100 1800 500 400 1.7 min 1.7 min

Application
E-Mail Social Networking Games Internet Video Download Video Confrence/ Chat VoIP Upload photos Send or Receive large Emails attachement V.good Good V.good Good Good V.good Good V.good V.good V.good V.good V.good V.good V.good V.good V.good V.good V.good V.good V.good V.good

V.good

V.good

V.good

Wireless Coverage area

No of cities With in cities 100 V.good 100 V.good 280 V.good

59

Product Comparison
Airtel FRC Benefit to Distributor Margin Schemes Retention Benefits 97 IDEA 500 Docomo 109 Reliance 330

50-60 Nothing Nothing

Not interested in give such info. Not interested in give such info. Not interested in give such info.

50-60 Nothing 75

200 Rs margin Nothing 100 Rs.

Benefit to Retailer Sales

4 Devices/ Month

2 Devices/ Month

100-125 prepaid devices Approx

Regular Margin

60 Rs. Online, 100 Rs. 3G activation, 100 Device MRP

275 Rs. Online, 150 Rs. CAF, 100 Device Nothing

325 Rs from one activation

130 Rs. Online, 150 from Device

Some extra benefits

20 Devices : 1 Device Free

10 Devices : 1 Device Free

Nothing

Benefits to Customers GB usage Speed (Upload) Free Gift Charges/month

2 GB 6.7 Mbps Nothing 30p/20kb

5GB 7.1 Mbps Nothing 5p/10kb

2 GB 7.2 Mbps Nothing 1p/10kb

5GB 3.1 Mbps Nothing 50p/Mb Exchange Offer

Mar Comm ATL Support

TV, Radio Newspaper, Magazines, Brand Ambassador Hoardings, POP,

BTL Support

Cricket Matches,

Cricket Matches,

TV, Radio Newspaper, Magazines, Brand Ambassador Hoardings, POP,

TV, Radio Newspaper, Magazines, Brand Ambassador Hoardings, POP, POP, IPL Cricket Matches

Cricket Matches,

60

Distribution in Kankhal Market

61

Distribution in Shivalik Nagar Market

62

Distribution in Jwalapur Market

63

Distribution in Ranipur More Market

64

Refrences

http://en.wikipedia.org/wiki/Reliance_Communications http://myservices.relianceada.com/launchAMSS.do www.imcnet.org/convergence6/presentation_convg6/Sumit_Reliance.ppt

65

66