A Project report on

Marketing with Customer Grievance Handling for Vodafone postpaid connection

of

Submitted by

Amit Kumar Majumdar

Roll no-15 MBA(G) 4TH SEM Of BHARTI VIDYAPEETH UNIVERSITY (IMED) Guided by Mr. MD Kakade

BHARTI VIDYAPEETH UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT AND ENTREPRENUERSHIP DEVELOPMENT, PAUD ROAD, ERANDWANE PUNE-38

CERTIFICATE OF COMPLETION

This is to certify that Mr. .AMIT KUMAR MAJUMDAR is a bonafide student of MBA program of the university in this institute for the year 2009-11 . As a part of the University curriculum, the student has completed the project report titled MARKETING WITH CUSTOMER GRIEVANCE HANDLING FOR VODAFONE POSTPAID CONNECTION

.The project report is prepared by the student under the guidance of Prof. MD.KAKADE (Teacher Guide) Director Date : Plac Program Co-ordinator

Project Report On

Marketing with Customer Grievance handling for Vodafone Postpaid connection

MBA(G) (2009-2011) Pune.

Submitted by
AMIT KUMAR MAJUMDAR

DECLARATION
4

I Amit kumar Majumdar, here by declare that the winter project work entitled Marketing Potential with customer grievance handling for A Vodafone Essar Cellular ltd.. Is a result of my own work & my indebtedness to other work/publication, if any, have been duly acknowledged.

Amit kumar majumdar

Date: Place: Pune

PREFACE
5

The MBA(g) programme is well structured and integrated course of business studies. The main objective of practical training at MBA(g) level is to develop skill in student by supplement to the theoretical study of business management in general. Industrial training helps to gain real life knowledge about the industrial environment and business practices. The MBA(g) programme provides student with a fundamental knowledge of business and organizational functions and activities, as well as an exposure to strategic thinking of management. In every professional course, training is an important factor. Professors give us theoretical knowledge of various subjects in the college but we are practically exposed of such subjects when we get the training in the organization. It is only the training through which I come to know that what an industry is and how it works. I can learn about various departmental operations being performed in the industry, which would, in return, help me in the future when I will enter the practical field. During this whole training I got a lot of experience and came to know about the management practices in real that how it differs from those of theoretical knowledge and the practically in the real life. In todays globalize world, where cutthroat competition is prevailing in the market, theoretical knowledge is not sufficient. Beside this one need to have practical knowledge, which would help an individual in his/her carrier activities and it is true that Experience is the best teacher.

CONTENTS

1. 2. 3. 4.

Executive Summary Company Profile Product Profile Research Methodology

9-13 14-29 30-33 34-36

5. 6. 7. 8. 9.

Data Analysis and interpretation Observations & Findings Limitation Conclusion Recommendation References

37-53 54 55 56 57

10. 11.

Annexure Bibliography
7

58-63 64-65

ACKNOWLEGMENT At the very beginning I would like to express my gratitude and sincere thanks to provide me an opportunity to undertake a unique project under able guidance of MANISH SARADA, CSM VODAFONE ESSAR CELLULER LTD. and taking time of his busy schedule for giving tips on working process. He help me a lot in various field such as consumer behavior, respondent towards customer grievances. He guided me, how to reach and approach to the customer. This esteemed organization provided me with an opportunity to observe first hand information of management. I am indebted to all executive and employees of Vodafone I am highly grateful of MRs. Hema mirzi and Mr. Manish Sarada (Industry Guide) to show me the path to complete this daunting task and providing valuable tips to make this project better one. I would be thankful to CO. FOUNDER SECRETARY SHILPA KULKARNI to go through experience of corporate world by mean of winter training. Last but not the least I am grateful to all the persons who have helped me directly or indirectly in obtaining the information required for the project.

Introduction:-

I have done the project on MARKET POTENTIAL FOR POSTPAID CUG (GROUP PLAN AS WELL AS INDIVIDUAL PLAN) CONNECTIONS IN RETAIL SHOPS, COMPANIES AND INDIVIDUALS SHOPS in Pune from the telecom company Vodafone. The main objective of working in this project is Primary objective:To analyze the market potential of post paid connection in Retail shops, companies and individual customers. To find out awareness of customer about post paid connection.

To analyze the Retailers, companies and individual expectation and experiences from post paid connection.

Secondary objective:To analyze the current situation of Telecom companies in different segment(Retail shops, companies and individual level). To set up brand image of Vodafone. To know about market movement DATA COLLECTION For developing the research the data was collected through 1- Primary data 2-Secondary data Primary data: - It is the first hand data which is collected from the field it is known as raw data. The primary data I have collected by the interaction which I had done at the beginning of my project and at the last 15 days by filling the questionnaire with the customer.

Secondary data: - As the name specified is second hand data which has been earlier published in the magazines, news paper and web sites these called secondary data. I have found the secondary data through internet and news paper.

10

Research Instrument:- The research instrument which I have chosen is questionnaire (face to face) method.

Sampling Plan:Sampling size: 100 retail shops,20 companies and many sole proprietors. Sample universe: All retail shops in Pimpri, Chinchwad, Sangvi and Bhosari area in pune. Sample frame: I took 100 retailers, 20 companies and many sole proprietors as sample frame.

Observations Findings:During period of selling I found most of the customers were not willing to buy post paid connections. Most of the retailers and companies were not using C.U.G. (calling under group) but even if they didnt want to avail new services. They were not aware about benefits of post paid connection. It is also observed that most of the retailers and companies are not satisfied with there existing plans but even that they dont want to buy new connection. It was also observed that awareness level of Vodafone is lesser among the customer as compare to Idea, Airtel, Reliance, Tata Indicom.

11

Conclusion:Company is doing lot of promotion to set up the brand image of Vodafone. Customers are fussier about the plans. Vodafone mostly target the businessman or the group connection as compare to individual connection but now a days they are forcing and focusing towards individual connection. Company has very less market share in retail shops in respect of connections.

Limitation:There was some limitation during my project, My survey was limited to Pimpri and Chinchwad, Bhosari area only. While filling the questionnaire most of the retailers and companies didnt entertain us for filling the questionnaire. I found lack of time to completing the survey. Respondents gave very biased answer & not have enough time to spare with me. Respondent were also not willing to give answer of some questions. Companies happen to be little hesitant in disclosing their detail about activation, monthly usage and call rates.

12

Recommendation:From the study I have conducted and knowledge I have acquired from it, I recommend following improvements. 1-Company should improve there internal management that will give them more loyal customer. 2-Company should focus more attention on retail shops because company has very less market share in this segment as it is at product development stage. 3-Company should bring some more promotional activities to get new customers as well as to create awareness in the memory of individual. 4-Management trainee must give enough time so that they can aware about company. 5-Company must provide different type plans for different segmentation. 6-Company should try to reduce the time period for activation.

13

History of Vodafone
14

Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Then known as Racal Telecom Limited, approximately 20% of the company's capital was offered to the public in October 1988. It was fully demerged from Racal Electronics Plc and became an independent company in September 1991, at which time it changed its name to Vodafone Group Plc. Overview

2007 Vodafone agrees to acquire Tele2 Italia SpA and Tele2 Telecommunication Services SLU from Tele2 AB Group. (October) Vodafone announces completion of the acquisition of Hutch Essar from Hutchison Telecommunications International Limited. (May 2007) Safaricom, Vodafones partner in Kenya announces the launch of M-PESA, an innovative new mobile payment solution that enables customers to complete simple financial transactions by mobile phone. (February) Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a leading operator in the fast growing Indian mobile market, (February) Vodafone announces agreements with both Microsoft and Yahoo! to bring seamless Instant Messaging (IM) services to the mobile

which can be accessed from both the PC and mobile handsets. (February2007) Vodafone signs a series of ground-breaking agreements which will lead to the mobilizing of the internet. YouTube agrees to offer Vodafone customers specially rendered YouTube pages on their mobile phones. With Google, Vodafone announces its intention to develop a location-based version of Google Maps for. With eBay, Vodafone announces it is to offer the new eBay mobile service to customers, With MySpace.com Vodafone announces an exclusive partnership to offer Vodafone customers a MySpace experience via their mobile phones. (February).
15

Vodafone reaches 200 million customers (January) 2006 Sale of 25% stake in Switzerland's Swisscom (December) Sale of 25% stake in Belgium's Proximus. (August) The number of Vodafone live! customers with 3G reached 10 million in March 2006. We acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May 2006. Launch of mobile TV capability and Vodafone Radio DJ, which offers a personalised, interactive radio service streamed to 3G phones and PCs. 3G broadband through HSDPA launched offering faster than 3G speeds. Japan business sold to SoftBank. Make the most of now global marketing campaign launched. Sir John Bond succeeds Lord MacLaurin as Chairman.

2005 We completed the acquisition of MobiFon S.A. (Romania) and Oskar Mobile a.c. (Czech Republic) (May).

Launch of Vodafone Simply, a new easy-to-use service for customers who want to use voice and text services with minimum complexity (May).
Introduction of Vodafone Passport, a voice roaming price plan that provides customers with greater price clarity when using mobile voice services abroad (May).

16

2004 We launched our first 3G service in Europe with Vodafone Mobile Connect 3G/GPRS data card. We have 14 Partner Networks with new agreements in Cyprus, Hong Kong and Luxembourg. Vodafone live! with 3G launched in 13 markets (November).

2003 At the GSM Association Awards Ceremony in Cannes, France, we won the mobile industry's most prestigious awards in two categories, Best Consumer Wireless Application or Service and Best Television or Broadcast Commercial for its global consumer service, Vodafone live! Our premium handset for Vodafone live!, the Sharp GX10, won the Best Wireless Handset Award for the Sharp Corporation. Vodafone live! attracts 1 million customers in its first six months. Verizon Wireless and Vodafone co-operate on laptop e-mail, internet and corporate applications access for the US and Europe. Mr Arun Sarin succeeds Sir Christopher Gent as Chief Executive. 2002 We trial our global mobile payment system in the UK, Italy and Germany. The trial enables customers to purchase physical and digital goods using their mobile phone. We launch the first commercial European GPRS roaming service. Customers are able to seamlessly access services such as corporate e-mail,

intranet and personalised information on their mobile phones, laptops or PDAs over GPRS. The Vodafone Group Foundation is launched, with plans to contribute 20 million to community programmes, guided by the Group Social Investment Policy.
17

In October, we announce the launch of Vodafone live!, a new consumer proposition, and Mobile Office, a new business proposition. In November, Vodafone Remote Access is launched as part of Mobile Office. The service gives business customers an easy way to connect to their corporate LAN to access e-mail calendar and other business specific applications whilst on the move.

2001 We acquire Ireland's leading mobile communications company, Eircell. Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a 'strategic alliance agreement'. The Group completes the acquisition of a 25% stake in Swisscom Mobile. We introduce instant messaging to our networks, a faster and more efficient way to communicate using text messages via SMS or WAP. First global communications campaign launched in August. The campaign features TV, cinema, print, online and outdoor media, each version asking the question, 'How are you?'. First Vodafone Partner Agreement with TDC Mobil A/S, Denmark's leading mobile operator. The agreement is the first of its kind in the mobile industry and means Vodafone and TDC Mobil will cooperate in developing, marketing and advertising international roaming products and services to international travellers and corporate customers. We make the word's first 3G roaming call (between Spain and Japan).

2000 On 4 February, terms are agreed with the Supervisory Board of Mannesmann by which Mannesmann would become a part of the

18

Vodafone community. The transaction almost doubles the size of the Vodafone Group. The agreement to acquire Mannesmann AG receives European Commission clearance on 12 April 2000. Verizon Wireless is launched in May, the combination of Vodafone AirTouch's and Bell Atlantic's US cellular, PCS and paging assets.

Vodafone in India
10 feb 2011 Vodafone Group announced that it is establishing the Vodafone India Foundation, with an initial commitment of $20 million. This step signifies a further landmark in the development of Vodafones presence in India and confirms the Groups commitment to invest socially in the communities where it operates. This activity will be supported by The Vodafone Group Foundation which has developed a unique network of 23 Foundations around the world during the last five years.
19

The principal aim of the Vodafone India Foundation will be to make a positive contribution to Indian society by providing direct grants to locally registered charities and global NGOs with suitable social investment aims and objectives. The Vodafone India Foundation will initially focus on projects associated with providing education for young people across India, enabling the development of higher skill sets. The Foundation will commence work as soon as the formal registration process has been completed in addition to compliance with tax and foreign contribution legislation and the appointment of Trustees.

Arun Sarin, Vodafone Chief Executive, will be the first Chairman of

the Foundation. He said: As someone who was born and raised in India, I recognise the urgent need for our youth to be empowered from a knowledge perspective. We believe the Foundation will become an effective catalyst in this regard. Vodafone has previously contributed to social investment in India by providing emergency response to the recent floods. The Vodafone Group Foundation has allocated a total of 150,000 to assist victims across the country through International relief agencies including Oxfam.

In addition, in partnership with the UN Foundation, Vodafone plans to contribute a further 1 million to support expansion of the Measles Initiative* into the region. Since 1999 this global initiative has immunized over 372 million children, aged 9 months to 15 years, against measles and has resulted in a reduction of measles related deaths by 60% in the same time period. Vodafone is the largest corporate contributor to this programmed.

20

Technology use by Vodafone

Global System for Mobile communications (GSM: originally from Group Special Mobile) is the most popular standard for mobile phones in the world. Its promoter, the GSM Association, estimates that 82% of the global mobile market uses the standard GSM is used by over 2 billion people across more than 212 countries and territories. Its ubiquity makes international roaming very common between mobile phone operators, enabling subscribers to use their phones in many parts of the world. GSM differs from its predecessors in that both signaling and speech channels are digital call quality, and so is considered a
21

second generation (2G) mobile phone system. This has also meant that data communications were built into the system using the 3rd Generation Partnership Project (3GPP). The GSM logo is used to identify compatible handsets and equipment. The key advantage of GSM systems to consumers has been better voice quality and low-cost alternatives to making calls, such as the Short message service (SMS, also called "text messaging"). The advantage for network operators has been the ease of deploying equipment from any vendors that implement the standard.[4] Like other cellular standards, GSM allows network

Operators to offer roaming services so that subscribers can use their phones on GSM networks all over the world. Newer versions of the standard were backward-compatible with the original GSM phones. For example ~ Release '97 of the standard added packet data capabilities, by means of General Packet Radio Service (GPRS). Release '99 introduced higher speed data transmission using Enhanced Data Rates for GSM Evolution. The key advantage of GSM systems to consumers has been better voice quality and low-cost alternatives to making calls, such as the Short message service (SMS, also called "text messaging"). The advantage for network operators has been the ease of deploying equipment from any vendors that implement the standard.[4] Like other cellular standards, GSM allows network operators to offer roaming services so that subscribers can use their phones on GSM networks all over the world. Newer versions of the standard were backward-compatible with the original GSM phones. For example, Release '97 of the standard added packet data capabilities, by means of General Packet Radio Service (GPRS). Release '99 introduced higher speed data transmission using Enhanced Data Rates for GSM Evolution.

22

History
In 1982, the European Conference of Postal and Telecommunications Administrations (CEPT) created the Group Special Mobile (GSM) to develop a standard for a mobile telephone system that could be used across Europe. In 1987, a memorandum of understanding was signed by 13 countries to develop a common cellular telephone system across Europe. In 1989, GSM responsibility was transferred to the European Telecommunications Standards Institute (ETSI) and phase I of the GSM specifications were published in 1990. The first GSM network was launched in 1991 by Radiolinja in Finland with joint technical infrastructure maintenance from Ericsson. By the end of 1993, over a million subscribers were using GSM phone networks being operated by 70 carriers across 48 countries.
23

Overview
Global telecom services revenue in 1995 stood at US $601.9 billion, a figure which represented 2.1% of global GDP. Revenue from mobile services was estimated at about $82 billion in 1995, accounting for nearly 14% of total revenue. Revenue from international service was estimated at nearly $63 billion in 1995; accounting for 10% of total revenue. Telecom revenue grew by 7% in 1995; this is higher than the annual average growth rate of 5.2% recorded since 1980. Also, the world's number of telephone main lines increased about 7% in 1995 following similar performance in 1994. Other measures confirm even more dramatically that telecommunications is a fast growing sector. Outgoing international telecommunications traffic, measured in minutes, grew by 13% in 1995 and over the past five years has
24

achieved average growth of over 12% a year. In newer services such as mobile cellular telephones, the number of subscribers grew by about 60% in 1995, and average annual growth since 1990 has been more than 50%. In telecom equipment, a sector which responds to telecom services growth, exports achieved a global value of $58 billion in 1995, up 20% over the previous year

TRAI (Telecommunications Regulatory Authority of India)

The Telecommunications Regulatory Authority of India (established 1997) is the independent regulator established by the Government of India to regulate the telecommunications business in India. Notwithstanding anything contained in the Indian Telegraph Act,1885,the functions of the Authority shall be to(a) Make recommendations, either suo motu or on a request from the licensor, on the following matters, namely:
25

(I) Need and timing for introduction of new service provider; (ii) Terms and conditions of license to a service provider; (iii) Revocation of license for non-compliance for terms and conditions of license: (iv) Measures to facilitate competition and promote efficiency in the operation of telecommunication services so as to facilitate growth in such services. (v) Technological improvements in the services provided by the service providers. (vi) Type of equipment to be used by the service providers after inspection of equipment used in the network. (vii) Measures for the development of telecommunication technology and any other matter relatable to telecommunication industry in general; (viii) Efficient management of available spectrum; (B) Discharge the following functions, namely: (i) ensure compliance of terms and conditions of license; (ii) Notwithstanding anything contained in the terms and conditions of the license granted before the commencement of the Telecom Regulatory Authority (Amendment) Ordinance, 2000, fix the terms and conditions of inter-connectivity between the service providers; (iii) Ensure technical compatibility and effective inter-connection between different service providers. (iv) Regulate arrangement amongst service providers of sharing their revenue derived from providing telecommunication services; (v) lay down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the
26

periodical survey of such service provided by the service providers so as to protect interest of the consumers of telecommunication services; (vi) Lay down and ensure the time period for providing local and long distance circuits of telecommunication between different service providers; (vii) Maintain register of interconnect agreements and of all such other matters as may be provided in the regulations; (viii) keep register maintained under clause open for inspection to any member of public on payment of such fee and compliance of such other requirement as may be provided in the regulations; (ix) Ensure effective compliance of universal service obligations: (C) Levy fees and other charges at such rates and in respect of such services as may be determined by regulations. (D) perform such other functions including such administrative and financial functions as may be entrusted to it by the Central Government or as may be necessary to carry out the provisions of this Act: Provided that the recommendations of the Authority specified in the clause (a) of this sub-section shall not be binding upon the Central Government: Provided further that the Central Government shall seek the recommendations of the Authority in respect of matters specified in sub-clauses and of clause (a) of this sub-section in respect of new license to be issued to a service provider and the Authority shall forward its recommendations within a period of sixty days from the date on which that Government sought the recommendations: Provided also that the Authority may request the Central Government to furnish such information or documents as may be necessary for the purpose of making recommendations under sub-clauses (i) and (ii) of clause (a) of this sub-section and that Government shall supply such information within a period of seven days from receipt of such request: Provided also that the Central Government may issue a license to a service provider if no recommendations are received from the
27

Authority within the period of specified in the second provision or within such period as may be mutually agreed upon between the Central Government and the Authority. Provided also that if the Central Government having considered that recommendation of the Authority comes to a prima facie conclusion that such recommendation cannot be accepted or needs modifications, it shall, refer the recommendations back to the Authority for its reconsideration, and the Authority may within fifteen days from the date of receipt of such reference, forward to the Central Government its recommendation after considering the reference made by the Government. After receipt of further recommendation, if any, the Central Government shall take a final decision

Major Players in Indian Telecom

Government Sector
1-BSNL (Bharat Sanchar Nigam Limited) 2-VSNL (videsh Sanchar Nigam Limited)

Public Sector
1- Vodafone 2- Airtel
28

34567-

Idea Reliance Tata Indicom Virgin Spice

8-Tata Docomo

29

Product profile
30

Company is mostly dealing in two products

1. Prepaid Connection 2. Postpaid Connection

Prepaid Connections These are those connections which are mostly sold by the small retailers, for this company paid them commission.

Supply Chain for prepaid

VODAFONE OFFICE DISTRUBITOR RETAILER CUSTOMER

Postpaid Connection
For selling the postpaid connection company has there permanent employees contract base employees or management trainee. For selling the postpaid connection employee gets salary and incentive, Contractor gets commission.

Supply Chain for postpaid

31

VODAFONE OFFICE
CHANNEL MEMBER
EMPLOYEES/CONTRACTOR

CUSTOMER

Individual Plans
These are the plan which company generally offers to the individual customer but if the customer wants these plans in group they can offer them in the group also 1. 2. 3. 4. 5. 6. 7. 8. 9. Chat 175 Talk Small Talk Medium Talk Large Talk room299 Talk Room399 Budget 149 Budget 149 with SMS Pack Plus 199 plan

Pouch Plan 1. Super value 299(minimum bill required 500 of the rival company) 2. Super value 450(minimum bill required 600 of the rival company) 3. Super value 599(minimum bill required 700 of the rival company)

32

High rental plan It is high value plan which company mostly provide to those customer who deals in some business because those plans minimum rental starts from 1000 the high value plan which we offer to the customer are High value talk 995 plan (In this minimum rental is 995 ) 2. High value talk 2499 plan (In this minimum rental is 2499) 3. High value talk 3999 plan (In this minimum rental is 3999 )
1.

Corporate plan
These are the plan which company generally offers to the group these plans mostly use for B to B (business to business) selling in the companies and to only those whose bill paid by the company. 1. Corp 199 (Minium10 members in the group ) 2. CMS199 (Minium5 members in the group )
3. Care 199 (minimum 50 member in the group)

4. LMX 199 (company paid connection only)

33

RESEARCH METHODOLGY
34

Research is the process of systematic and depth study of any particular topic, subject or area of investigating backed by collection, presentation and interpretations of the relevant details or data research methodology is a way to systematically solve the research problem. The various steps adopted by the researcher is studying his problem along with logic behind them.

Research process-steps
Problem definition Research design Data collection Data analysis Interpretation of results Reporting

Research Method which we used:

35

We choose Conclusive Research for our project because our objective was clear. We made hypotheses and tested it by doing research. In conclusive Research we choose Descriptive Research because our purpose was to collect data for definite purpose. We have to find out the customer expectation and customer experiences from postpaid connection.

Sampling Technique which we use:

In sampling Techniques We choose Non Probability Sampling Technique in which not every element of the target population has a chance of being selected because the inclusion of elements in a sample is left to the discretion of the researcher. We choose Non Probability Technique because of our decision which was based on convenience and judgment. We used questionnaire as a instrument for data collection.

36

37

Q.1 HOW MANY MEMBERS ARE WORKING IN YOUR SHOP?

LESS THAN 5 5 TO 10 10 TO 15 ABOVE 15

70% 60% 50% 40% 30% 20% 10% 0%

65%

24% 8%

Series1

3%

LESS THAN 5

5 TO 10

10 TO 15 ABOVE 15

Out of 120 companies and firm 65% (78) responded that they have

less than 5 members working in their shop, 24% (28) have 5 to 10 members working in their shop, 8% (10) said that they have 10 to 15 members in their shop, While, 3% (2) have above 15 members working in their shop.

38

Q.2 HOW MANY COMPANY PAID MOBILE CONNECTIONS DO YOU HAVE?

LESS THAN 5 5-10 ABOVE 10 NONE
76%

80% 70% 60% 50% 40% 30% 20% 10% 0%

22% 2% LESS THEN 5 5 TO 10 MORE THEN 10

Series1

0% NONE

Out of 80 companies and firm 76% (56) responded that they have less

than 5 company paid mobile connections, 22% said that they have 5 to 10 company paid mobile connections, Whereas 2 % has more than 10 company paid mobile connections. Through survey, it has been explored that every retailer has company paid mobile connections.

39

Q.3 HOW MANY INDIVIDUAL PAID MOBILE CONNECTIONS DO

YOU HAVE OTHER CONNECTIONS? LESS THAN 5 5-10 ABOVE 10 NONE

48%

THAN

COMPANY

PAID

MOBILE

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

40%

S eries1 10% 2% LE S S THA N 5 5 TO 10 MORE THE N 10 NONE

Out of 120 companies and firm 48% (60) responded that they have less than 5 individual paid mobile connections, 10% (8) said that they have 5 to 10 individual paid mobile connections, Only 2 % has more than 10 individual paid mobile connections, 40% retailers dont have individual paid mobile connections Through survey, it has been explored that 40% (48) retailers dont have individual paid mobile connections, whereas 60% (72) retailers have.
40

Q.4 ARE YOU USING ANY CUG CONNECTIONS? YES NO

20%

US ING C.U.G. NO T US ING C.U.G .

80%

In the survey it is found that only 20% (24) retailers are using the CUG

connections, whereas 80% (96) companies and firm Out of 120 companies and firm do not have CUG plan.

Company must try to grab this opportunity because 80% Out of 120 companies and firm not using CUG plan so there are big opportunity.
41

Q.5 WHAT ARE THE MAIN PROBLEMS ARE YOU FACING WITH YOUR CURRENT SERVICE PROVIDER? CONNECTIVITY HIGH CALL RATES BILLING PROCESS VAS AND GPRS

NONE VAS AND GP RS 4% BILLING 3% P ROCE S S HIGH CALL RATE S CONNE CTIVITY 0% 5% 20% 20% 40% 60%

68%

S eries1

80%

20% (24) company and firm facing connectivity problem, 5% (6) facing high call rates, 3% (4) have billing problem, 4% (5) VAS & GPRS problem, whereas 68% (81) dont have any problem they are satisfy with their connection & service out of 120 company and firm survey.

42

Company should try to take this 32% (39) opportunity and it will play an important role in business world. Q.6 IF ANY SERVICE PROVIDER CAN SOLVE YOUR EXISTING PROBLEM, WOULD YOU LIKE TO SWITCH OVER? YES NO

35% YES NO 65%

Out of 120 companies, 65% (78) retailers dont want to change their service providers, While, 35% (42) firm and retailers would like to change their service providers if they like the services of other service providers.

Company must consider about this 35% (42) of opportunity and they can pass away this hurdle and grab market environment.
43

Following data is analyzed and interpreted for the Retailers and company who are using CUG connections
Q.1 WHICH COMPANYS CONNECTION ARE YOU USING FOR YOUR CUG (GROUP) PLAN?

VODAFONE RELIANCE IDEA TATA INDICOM AIRTEL BSNL

44

45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

ON E VO DA F

45%

25% 15% 10% 5%

OM ID EA EL BS NL

S eries 1 0%

NC E

RE LIA

Out of 120 company 5% (6) retailers are the VODAFONE

subscribers, 15% (18) retailers are the reliance subscribers, 25% (30) are using IDEA networks for CUG connection, 10% (12) are using TATA INDICOM for their CUG services, 45% (54) retailers are using AIRTEL network for their CUG connections, whereas The BSNL subscribers are nil.

As per the data collection we can have the right figure of Vodafone having only 5% and other are on their run ahead, so company must have hard as well as smart work to go ahead and compete them.

TA

TA

IN DI C
45

AI RT

Q.2 HOW MANY MEMBERS ARE ENGAGED WITHIN THIS CUG (GROUP) PLAN? LESS THAN 5 5 TO 10 10 TO 15 ABOVE 15

ABOVE 15

2%

10 TO 15

20% Series1

5 TO 10 20% 20% 40%

58%

LESS THAN 5 0%

60%

In 1600 individual connection of 120 company and firm 20% (320) respondents have less than 5 members in CUG plan, 58% (928) have 5 to 10 members in CUG plan, 20% (320) have 10 to 15 members in CUG plan, only 2% (32) have more than 15 members in CUG plan.

46

Company must provide that service and facility by which he can have good opening everywhere mostly in CUG connection.

Q.3 HOW MUCH IS THE MONTHLY USAGE PER MEMBER WITHIN THE CUG (GROUP) PLAN? Rs. 200-300 Rs. 300-400 Rs. 400-500 MORE THAN 500

M ORE THAN 500 400-500 300-400 200-300 0% 10%

20% 18% 45% 17% 20% 30% 40% 50% S eries1

In 1600 connection of 120 company, firm and retailers 17% (272) said that average monthly usage is between Rs. 200 -300, 45% (720) said that the average monthly usage is between Rs. 300 -400, 18% (288) said that the average monthly usage is between Rs. 400 -500, While, 20% (320) said that the average monthly usage are more than Rs 500.
47

Q.4 WHAT IS THE MINIMUM MONTHLY RENT FOR YOUR CURRENT CUG PLAN? LESS THAN Rs. 200 Rs. 200-300 Rs. 300-400 Rs. 400-500

400-500

9%

300-400

13% S eries1

200-300 22% 20% 40%

56%

LE S S THA N 200 0%

60%

In 1600 connection of 120 company, firm and retailers 22% (352) said that minimum monthly rent is less than Rs. 200, 56% (896) said that minimum monthly rent is between Rs. 200- 300, 13% (208) said that

48

minimum monthly rent is between Rs. 300- 400, While, 9% (144) said that minimum monthly rent is between Rs. 400- 500. Since companies are having 22% (352) connection which rental plan is less than 200, so company provide some Golden and Premium Rental plan which rental should less than Rs.200 to fix the opportunity. Q.5 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR BILL? INTERNAL CALLS OTHER LOCAL CALLS STD CALLS ISD CALLS SMS

0% 2% 7% 16% INTE R NA L C A LL OTHE R LOCA L CA LLS S .T.D. CA LLS I.S .D. CA LLS S MS

75%

49

 In 1600 connection of 120 company, firm and retailers 7% (112) said that internal calls contribute to the major part of their bill, 75% (1200) said that other local calls contribute to the major part of their bill, 16% (256) said that STD calls contribute to the major part of their bill, While 2% (32) said that ISD calls contribute to the major part of their bill.

Following data is analyzed and interpreted for the customers who are not using CUG connections or also having individual (whichever connection either individual paid or company paid but not in cug plan) connections along with CUG connections:
Q.1 HOW MANY INDIVIDUAL CONNECTIONS OF DIFFERENT SERVICE PROVIDERS ARE BEING USED IN YOUR SHOP? VODAFONE IDEA AIRTEL RELIANCE TATA INDICOM BSNL

50

30% 25% 20% 15% 10% 5%

IN DI CO M

28% 22% 16% 9% 15% 10% Series1

0%
O NE NC E ID EA VO DA F RE LI A

TE L

Out of 1600 connection of 120 companies, firm and retailers 9% (144) people are using Vodafone, 16% (256) Reliance, 22% (352) Idea, 15% (240) Tata indicom, 26% (416) Airtel, and 10% (160) BSNL. Q.2 HOW MUCH IS THE AVERAGE MONTHLY USAGE FOR INDIVIDUAL CONNECTION? Rs. 200-300 Rs. 300-400 Rs. 400-500 MORE THAN 500

TA

TA

51

AI R

BS N

8% 200-300 39% 32% 300-400 400-500 MORE THAN 500 21%

32% (160) people out of 500 connection said that their average monthly usage for individual connection is between Rs.300-400, 21% ( 105) people said their average monthly usage are between Rs.400500, 39% (195) people said their average monthly usage connection is more than Rs.500, Whereas, 8% (128) said that their average monthly usage for individual connection is between Rs.200-300.

Q.3 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR BILL? INTERNAL CALLS OTHER LOCAL CALLS STD CALLS ISD CALLS
52

 SMS

3% 16%

5% INTERNAL CALLS OTHER LOCAL CALLS S.T.D. CALLS I.S.D. CALLS

76%

Out of 500 connection 76% (380) people said that other local calls contribute to the major part of their bill, 16% (80) people said that STD calls contribute to the major part, 3% (48) people said that ISD calls contribute to the major part, While 5% (25) people out of 500 connection said that internal calls contribute to the major part of their bill.

53

1-Most of the Retailers were not using C.U.G. (calling under group) but even if they didnt want to avail new services. 2-They were not aware about benefits of post paid connection. 3-It is also observed that most of the Retailers are not satisfied with there existing plans but even that they dont want to buy new connection only because of number issue.
54

4-It was also observed that awareness level of Vodafone is lesser among the customer as compare to Idea and Airtel. 5-Internal Management of the company was not good. 6-During period of selling I found most of the Retailers were not willing to buy post paid connections. 7-One thing I got good about Vodafone that, the employees are very dedicated towards the job and they help me a lot and due to them I got good knowledge about the marketing field as well as consumer behavior about a particular product. 8-as per the marketing survey and fact finding most of the firms using low rent plan connection so Vodafone must offer such plan for organization, on account of that we could get maximum number of connection.

1-Every research or survey which conducted may have certain short comings and unfortunately mine also a similar case. A few errors have come inside in spite of my best efforts to avoid them, but this is expected that still the finding are very much relevant. 2-There was some limitation during my project, 3-My survey was limited to pimpri and chinchwad area only. 4-While filling the questionnaire most of the Retailers didnt entertain us for filling the questionnaire.
55

5-I found lack of time to completing the survey. 6-Respondents gave very biased answer & not have enough time to spare with researcher. 7-Respondent were also not willing to give answer of some questions. 8-Companies happen to be little hesitant in disclosing their detail about monthly usage, connections and call rates

1-After analyzing the data I came out with some of the observation and findings from those analyzed data and observation and findings I came out with followings conclusion: 2-Company is doing lot of promotion activities to set up the brand image of Vodafone. 3-Customers are fussier about the plans. 4-Vodafone mostly target the businessman or the group connection as compare to individual connection.

56

5-Company has very low market share in this segment. 6-It was a great experience to work in the telecom sector and with Vodafone Company because while working in this I have learned a lot about telecom sector. 7-Company must try to grab the opportunity on the basis of providing good services, network and individual plan connection. 8- Most of the company and firm are facing there high value plan and connectivity so Vodafone get the opportunity for the fresh field.

1-From the study I have conducted and knowledge I have acquired from it, I recommended following improvements. 2-Company should improve there internal management that will give them more loyal customer. 3-Company should focus more to this segment. 4-Company should bring some more promotional schemes to gain new customers.

57

5-Management trainee must give at least 7 days training so that they can aware about company. 6-Sales teams need to train better to deliver a superior performance. 7-Company has good opportunity in individual connection as well as group plan connection because most of the firm and company are searching for the good and effective plan for their organization. 8-As per the research methodology and data analysis 80% companies and firm do not have group plan so there is enough opportunity in this field for group as well as single connection.

58

QUESTIONNAIRE
MARKET
POTENTIAL FOR POSTPAID CUG (GROUP PLAN) CONNECTIONS IN RETAIL SHOPS

SHOP NAME: PROPRITERS NAME: Address: CONTACT NO:

Q.1 HOW MANY MEMBERS ARE WORKING IN YOUR SHOP? a) LESS THAN 5 b) 5 TO 10 c) 10 TO 15 d) ABOVE 15

Q.2 HOW MANY COMPANY PAID MOBILE CONNECTIONS DO YOU HAVE? a) LESS THAN 5

59

b) 5-10 c) ABOVE 10 d) NONE

Q.3 HOW MANY INDIVIDUAL PAID MOBILE CONNECTIONS DO YOU HAVE OTHER THAN COMPANY PAID MOBILE CONNECTIONS? a) LESS THAN 5 b) 5-10 c) ABOVE 10 d) NONE Q.4 ARE YOU USING ANY CUG CONNECTIONS? a) YES b) NO

Q.5 WHAT ARE THE MAIN PROBLEMS ARE YOU FACING WITH YOUR CURRENT SERVICE PROVIDER? a) CONNECTIVITY b) HIGH CALL RATES c) BILLING PROCESS d) VAS AND GPRS

Q.6 IF ANY SERVICE PROVIDER CAN SOLVE YOUR EXISTING PROBLEM, WOULD YOU LIKE TO SWITCH OVER? a) YES b) NO

For the retailers who are already using CUG connections:

60

Q.1 WHICH COMPANYS CONNECTION ARE YOU USING FOR YOUR CUG (GROUP) PLAN? a) VODAFONE b) RELIANCE c) IDEA d) TATA INDICOM e) AIRTEL f) BSNL

Q.2 HOW MANY MEMBERS ARE ENGAGED WITHIN THIS CUG (GROUP) PLAN? a) LESS THAN 5 b) 5 TO 10 c) 10 TO 15 d) ABOVE 15

Q.3 HOW MUCH IS THE MONTHLY USAGE PER MEMBER WITHIN THE CUG (GROUP) PLAN? a) Rs. 200-300 b) Rs. 300-400 c) Rs. 400-500 d) MORE THAN 500

Q.4 WHAT IS THE MINIMUM MONTHLY RENT FOR YOUR CURRENT CUG PLAN? a) LESS THAN Rs. 200 b) Rs. 200-300 c) Rs. 300-400

61

d) Rs. 400-500

Q.5 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR BILL? a) INTERNAL CALLS b) OTHER LOCAL CALLS c) STD CALLS d) ISD CALLS e) SMS

For the retailers who are not using CUG connections or also having individual connections along with CUG connections:
Q.1 HOW MANY INDIVIDUAL CONNECTIONS OF DIFFERENT SERVICE PROVIDERS ARE BEING USED IN YOUR SHOP? a) VODAFONE b) IDEA c) AIRTEL d) RELIANCE e) TATA INDICOM f) BSNL

Q.2 HOW MUCH IS THE AVERAGE MONTHLY USAGE FOR INDIVIDUAL CONNECTION?

62

a) Rs. 200-300 b) Rs. 300-400 c) Rs. 400-500 d) MORE THAN 500

Q.3 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR BILL? a) INTERNAL CALLS b) OTHER LOCAL CALLS c) STD CALLS d) ISD CALLS e) SMS

63

64

Bibliography

Referred books: 1- C.R. Kothari-1 edition. 2- C.R Kothari-2 edition 3- Principles and practical of management Referred website 1-vodafone.in 2-google.com 3-soople.com 4-yahoo.com

65

66