UNIVERSITY OF MUMBAI

PROJECT ON
VODAFONE CUSTOMER SATISFACTION SURVEY

SUBMITTED BY
BALBALE MOHIDDIN AKHTAR SIDDIQUE

PROJECT GUIDE
PROF. V.S. GOPAL

BACHELOR OF MANAGEMENT STUDIES

SEMESTER V
(2009-10)

V.E.S. COLLEGE OF ARTS, SCIENCE & COMMERCE,

SINDHI COLONY, CHEMBUR 400071
1

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
BALBALE MOHIDDIN AKHTAR SIDDIQUE

PROJECT GUIDE
PROF. V.S. GOPAL
BACHELOR OF MANAGEMENT STUDIES
SEMESTER V
(2009-10)
V.E.S. COLLEGE OF ARTS, SCIENCE & COMMERCE,
SINDHI COLONY, CHEMBUR 400071
2

DECLARATION
I BALBALE MOHIDDIN AKHTAR SIDDIQUE student of BMS
Semester V (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.

Student
Signature
AKHTAR SIDDIQUE

CERTIFICATE
This is to certify that Mr. BALBALE MOHIDDIN AKHTAR
SIDDIQUE Of TYBMS has successfully completed the
project on VODAFONE CUSTOMER SATISFACTION
STRATEGY under the guidance of Prof V.S GOPAL.

Project Guide
PROF V.S GOPAL

Principal
Dr. (Mrs.) J. K.PHADNIS

Course Co-Ordinator
Mrs. A. MARTINA

External Examiner
4

T.Y.BMS. 100 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 contributed in the process of making this project.

Firstly, I would like to thank my project guide Prof. V. S. GOPAL for his support,
cooperation 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.

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 70s & since then it has never looked back. The products & services offered
by Vodafone is of a very high quality & also at an affordable rates. They have various plans for
various customers depending on the status of the customers.

Vodafone has various product categories ranging from chargers, internet, mobile
phones, headsets & headphones & many more. In the service category it has internet
services which include broadband internet & PC internet services.
Apart from the products & services normally offered they also came out with some
interesting & unique product like the I phone. This was one of the biggest events in the
history of Indian telecom industry. The phones were available at around 32000-36000
Rs which has a unique feature called as 3G system.
Vodafone also came out with cell phones for the poor which was a part of their social
responsibility toward the poor class people of the society. The phones were available in
the range of 1000 Rs -1500 Rs which was one of the successful strategies of Vodafone.
According to the 2002-2008 data VODAFONE captures the market with 17.56 % & is at
the 3rd position just after Bharti with 24.69% & Reliance with 17.68%.
Vodafone also came out with one of best& most attractive advertisement which no one has ever
seen before called as VODAFONE ZOO-ZOOS. This advertisement was a part of
VODAFONES marketing strategy to boost its sales during the IPL 2 season. This was one of

the master moves by VODAFONE to introduce ZOO-ZOO during the IPL 2 season
which was a SUPER-HIT.
VODAFONE is planning to come with its own accessories stores which would be a one-time
shop for its customers wherein the customers will get all the products under one roof.
Vodafones 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 3 rd
largest telecom company in the world. Vodafone has joined hands with one of the world largest
& the best car racing company F1 MCLAREN MERCEDES to host the 2 day event. This is the
part of the promotion strategy of Vodafone to become the world wide leader in telecom industry.

Vodafone is also the official sponsor of the England Cricket Team for the Npower test
series . It has also shaken hands with the most popular football tournament UEFA
CHAMPIONS LEAGUE football which is a part of the promotional strategy of Vodafone.

INDEX
SRNO.

TOPICS

PAGE
NO

CHAPTER I

1.

A: WHAT IS TELECOMMUNICATION

01-07

B:PLAYERS IN TELECOMMUNICATION
CHAPTER II

2.

A: DOT
B: TRAI & ITS FUNCTIONS

08-10

CHAPTER III

3.

A:ABOUT VODAFONE
B:HISTORY OF VODAFONE

11-21

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

4.

B: VODAFONE MARKET SHARE

B: EXTRA EFFORT TO BOOST SALES

22-44

C: CRM ADOPTED BY VODAFONE

D: COMPARISON BETWEEN LOOP & VODAFONE

5.

CHAPTER V
FUTURE OF VODAFONE

45-46

CONCLUSION

47

BIBLIOGRAPHY

48

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
electro magnetic waves by electronic transmitters but in earlier years it may have
involved the use of smoke signals drums or semaphore lines.

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

10

SOME OF THE MOST POPULAR TELECOM COMPANIES IN

INDIA:
A.P TELECOM
A.P.-telecom officer's service telephone numbers can be viewed by clicking the
concerned telecom district. A.P. telecom circle is serving the whole state of Andhra
Pradesh including the twin cities of Hyderabad and Secundrabad.

ASC ENTERPRISES LIMITED (ASCEL)

Ascel is a multi venture corporate heralding the "convergence" era in our country,
focusing on nationwide retailing of time (telecom, information & learning, media,
entertainment) products & services, satellite and digital wireless communication
ventures for provision of infrastructure, services and solutions among other initiatives.

AIRCEL
Popular provider in Tamil Nadu

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.

11

BHARTI ENTERPRISES
Established in 1985, Bharti has been a pioneering force in the telecom sector with many
firsts and innovations to its credit, ranging from being the first mobile service in Delhi,
first private basic telephone service provider in the country, first Indian company to
provide comprehensive telecom services outside India.

COMMSOUTH
Commsouth was founded in Chennai, in the mid nineties; Commsouth has grown steadily and
established sound positions in the mobile telephony and telecom management software market.

CELLEBRUM
Cellebrum is a company of M Corp global group with interests in the field of telecom solutions,
office automation and information technology and value added services. Asias leading valueadded mobile services and solutions provider on platforms like sms / ivrs / wap / gprs / ussd etc.

CRICKET COMMUNICATIONS
Cricket is the operating subsidiary of leap wireless international, a customer-focused
company providing innovative mobile wireless services targeted to meet the needs of
customers who are under-served by traditional communications companies.

ESSAR GROUP
The Essar group is one of Indias 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.
12

IDEA CELLULAR

India's leading GSM mobile services operator, idea cellular has licenses to operate in 11
circles. With a customer base of over 17 million, idea cellular has operations in Delhi,
Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal,
Haryana, UP-west, Himachal Pradesh and Kerala. Idea acquired spice telecom which was
operating in Karnataka and Punjab. Idea cellular footprint currently covers approximately
45% of Indias population and over 50% of the potential telecom-market. As a leader in
value added services, innovation is central to idea's vas factory. It is the first cellular
company to launch music messaging with 'cellular jockey', 'background tones', 'group talk',
a voice portal with 'say idea' and a complete suite of mobile email services.

INTERNET & MOBILE ASSOCIATION OF INDIA

The internet & mobile association of India (IAMAI) is a not-for-profit industry body
registered under the SOCIETIES ACT, 1896. Its mandate is to expand and enhance the
online and mobile value added services sectors.

JP MOBILE, INC.
JP Mobile is a solid, well-established company, a true pioneer in the enterprise mobility
market. They are a privately held company with solid financial backing. They offer sure
wave mobility suite, a comprehensive wireless mobility solution for enterprises, carriers,
system integrators and independent software vendors.

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 Services, Expand The Telecom Network, Introduce New Services
And To Raise Revenue For Telecom Development Needs Of India S Key Metros
Delhi, The Political Capital And Mumbai, The Business Capital Of India.

MTS - SHYAM TELECOM

Sistema Shyam teleservices limited is a joint venture company between sistema of
Russia and Shyam group of India. Currently they operate in the states of Rajasthan,
Tamil Nadu, Kerala, Bihar, West Bengal and Jharkand.

RELIANCE COMMUNICATIONS

Reliance Communications has a reliable, high-capacity, integrated (Both Wireless and Wireline)
and convergent (Voice, Data and Video) digital network. It is capable of delivering a range of
services spanning the entire infocomm (Information and Communication) value chain, including
infrastructure and services for enterprises as well as individuals, applications, and consulting.

14

RELIANCE INFOCOM
Reliance Infocomm will offer a complete range of telecom services, covering mobile and
fixed line telephony including broadband, national and international long distance services.

SHYAM TELECOM LIMITED

Shyam telecom is pioneer in Telecom Industry. It has revolutionized the industry with
development of innovative products. Shyam group commenced its operations in 1974 to
introduce up-to-date telecommunication technology.

SONY ERICSSON
Sony Ericsson mobile communications offers mobile multimedia consumer products for
people who appreciate the possibilities of powerful technology.

SPICE TELECOM
Spice telecom the brand name of spice communications limited is presently operating
cellular phone services in the states of Punjab and Karnataka. Considered as one of the
best providers of mobile telephony in India.

TATA INDICOM
Tata teleservices ltd offers its products and services to customers across India under the name
of "Tata Indicom". Tata teleservices limited is Indias leading private basic service operator.

15

TELEMATIC ENGINEERS (P) LTD.

Established in 1993, the TEPL network spans across the central western India, with
service and distribution centres of its own. Since its establishment, TEPL has been
foremost in bringing global technology to the Indian market.

TOUCHTEL
A Bharti group company offering landline, DSL in metros

VIDESH SANCHAR NIGAM LIMITED

VSNL incorporated on April 1, 1986 under the Indian Companies Act, 1956 to take over
the activities of the erstwhile overseas communication services (OCS). The company
operates a network of earth stations, switches, submarine cable systems, and value
added service nodes to provide a range of basic and value added services.

VODAFONE ESSAR

Vodafone essar in India is a subsidiary of Vodafone group plc and commenced

operations in 1994 when its predecessor Hutchison telecom acquired the cellular
license for Mumbai. Vodafone essar now has operations in 16 circles covering 86% of
Indias mobile customer base, with over 34.1 million customers.

YOUR BILL BUDDY

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

16

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 another field to make a
distinct identity of its own. Thus the ball of development was set into motion & the
telecommunication field gradually assumed a role of pre-eminence which is shared by
few other engineering disciplines in the modern world.
The Department established in the year 1992 emphasized in providing quality education
with the practical aspects of learning given ample importance .The department encourages
tech-savvy Projects which Whet the students appetite for technical exploration.

17

TRAI:
TRAI stands for Telecom Regulatory Authority of India. TRAI was established in the year
1997 in pursuance of TRAI (Ordinance) 1997 which was later replaced by an act of
parliament to regulate the telecommunication services. Some of the major
recommendatory, regulatory & tariff setting.

FUNCTIONS OF TRAI
Functions of TRAI are to make recommendations on the need & timing for introduction of new
service provider ensure compliance of terms & conditions of license, effective management of
spectrum, lay down the standards of quality of service to be provided by the service providers &
ensure the quality of service & conduct the periodical survey of such service provided by the
service providers so as to protect interest of the Consumers of telecommunication service,
ensure effective compliance of universal service obligations notify the rates at which
telecommunication services in India shall be provided under this act etc.

Recently in exercise of powers conferred by Provision(K) (1) of Section 2 of the TRAI

Act, the Central Government, Vide Notification no S0 44(E) dated 9 th 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 full-time members & two part-time Members.
The present composition of the authority is as follows:
SHRI. NRIPENDRA MISRA
CHAIRPERSON
18

SHRI A.K.
SAWHNEY MEMBER
SHRI R.N. PRABHAKAR
MEMBER
PROF N. BALAKRISHNAN
PART-TIME MEMBER
DR RAJIV KUMAR
PART-TIME MEMBER

1
9

SOME IMPORTANT & INTERESTING FACTS ABOUT

VODAFONE
Vodafone is the third largest company in this country by market capitalization. This is
remarkable because Vodafone is a relatively new company. Most of the other
companies in the FTSE 100
(largest 100 companies in the UK) have been around considerably longer.
Most people in this country instantly recognize the Vodafone

logo and know what the

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

20

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 1980S
Vodafone made the UK's first mobile call at a few minutes past midnight on 1 st January 1985.
Within fifteen years, the network was the largest company in Europe and the largest of its kind
anywhere in the world. By the turn of the century, almost every second UK citizen had a mobile

and a third of them were connected to Vodafone.

The Vodafone story is one of investment, innovation and award-winning customer
service. Above all, its one of growth and the ability to deliver the tremendous benefits of
mobile communications, not just in the UK but worldwide.
1982
The Racal electronics group wins its bid for the private sector UK cellular license. It
sets up the Racal telecoms division and names the new network Vodafone to reflect
the provision of voice and data services over mobile phones. Based in Newbury, the
company has less than 50 employees, all in one building.
1985
The Vodafone analogue network is the first cellular network to launch in the UK, and
the first call is made from St Katherines dock in London to Newbury on 1 January 1985.
1987
1

Vodafone is recognized as the largest mobile network in the world.

Vodata is created as the voice and data business to develop and market

Vodafone recall, the voicemail service.

21

 Vodapage is launched, providing a paging network that covers 80% of the UK population.

1988
Racal telecomm plc floats on the London and New York stock exchanges.
1989
Paknet is formed as a joint venture between Racal telecom and cable & wireless.

VODAFONE DURING 1990S:

1991
1

Racal and Vodafone demerge. And the Vodafone group is listed as an

independent company on the London and New York stock exchanges.

2

Vodafone and telecom Finland make the worlds first international roaming call.

Vodafone launches its digital (GSM) mobile phone service the first in the UK.

1992
Vodafone and telecom Finland sign the world's first international GSM roaming agreement.

1993
1

Vodafone group international is formed to acquire licenses and supervise overseas

interests.

Vodafone opens its first high street store.

1994
1

Vodata is the first network operator in the UK to launch data, fax and sms

services over the digital network.

2

Vodafone joins the global star consortium to develop and launch a low earth

orbiting satellite mobile phone service.

22

1996
1
Vodafone is the first network operator in the UK to launch a pre-pay analogue
package.
2

Per second billing on the digital network is introduced, as well as options to buy

bundled minutes and make off-peak local calls to landlines.

1997
Chris gent succeeds Sir Gerald Whent as chief executive officer of Vodafone group plc.

1999
1

Vodafone air touch plc is created as a result of a successful merger between

Vodafone group plc and air touch communications Inc.

2

On 5 January Vodafone connects the five million customers in the UK.

VODAFONE DURING 2000S:

2000
1

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.
2

Vizzavi is launched, a 50/50 joint venture between Vodafone air touch and

vivendinet to deliver a multi-access branded internet portal for Europe.

Vodafone acquires the largest available 3g license in the UK. In parallel with the

development of 3g, Vodafone announces its intention to offer GPRS (general packet
radio service) to UK corporate customers.
4

The global star satellite communications service is launched in the UK.

23

2001
1

Vodafone introduces instant messaging to its networks.

Vodafone makes the worlds first 3g roaming call between Spain and Japan.

2002
1

Vodafone trials its global mobile payment system in the UK Italy and Germany.

Vodafone launches the first commercial European GPRS roaming service.

The Vodafone group foundation is launched. The group and its subsidiaries plan to

contribute 20 million to community programmes, guided by the group social investment policy.

4 Vodafone launches Vodafone live! & mobile office, two new consumer and business
propositions.
5

Arun Sarin is selected to succeed Sir Christopher Gent as Chief Executive of

Vodafone group plc.

2003
1

Vodafone live! attracts 1 million customers in its first six months.

2 Orange, telefonica moviles, t-mobile, and Vodafone form a new association to drive
interoperable mobile payments.

2004
Vodafone launches its first 3g service in Europe with the vodafone mobile connect
3g/gprs data card.
24

 Vodafone live! With 3g is launched in 13 markets.

2
5

2005
1

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

Vodafone introduces passport, a new voice roaming price plan.

2006
The number of Vodafone live! Customers with 3g reach 10 million.

26

MANAGEMENT OF VODAFONE
NEW CEO OF VODAFONE:
VODAFONE ANNOUNCES NEW CHIEF EXECUTIVE
Vodafone group plc today announces that, after five years in the role, Arun Sarin will be
retiring as chief executive at the end of the companys AGM on 29th July 2008. He will
be succeeded by deputy chief executive Vittorio Colao.
Arun Sarin became chief executive in July 2003 and over the last five years has led the
company through a period of significant change, both strategic and organizational.
Under his leadership Vodafone has developed and implemented a new strategy to
become a total communications company, which is already delivering results. As part of
its strategy Vodafone has also expanded into emerging markets including Romania,
Czech Republic, Turkey, and most recently, India where Arun Sarin led the acquisition of
Hutchison essar, which is the largest foreign investment made in the country.

In portfolio management, during this time the company also disposed of its businesses in
Japan and Sweden, together with interests in Switzerland and Belgium. In Europe the new
strategy has delivered innovative products, improved revenue and significant cost reduction.

Organizationally the company has been structured to take advantage of its significant
global footprint by becoming an integrated business with a clear distinction between
global and local activities.
During his time as chief executive the company has also grown its proportionate customer
base from 120 million to more than 260 million globally and over this period Vodafone has
consistently delivered strong results. Returns to shareholders over this period have also
been very positive with dividends increasing from 1.69p to 7.51p, an increase of more than
400%. He has also built a new senior management team and taken the lead on major
industry issues, including mobile broadband and internet services.
27

COMMENTING, CHAIRMAN SIR JOHN BOND SAID:

Arun has done a tremendous job as chief executive. He has led the company with
distinction and navigated Vodafone through a period of rapid change. He has developed
a new strategy for the business and significantly expanded our footprint in emerging
markets. The acquisition in India was very well timed and executed. The board has a
great deal to thank him for and i would like personally to thank him for all he has done
for the business and wish him and his family all the best for the future. In Vittorio Colao
we have a fine successor and I am looking forward to working with him in his new role.

ARUN SARIN SAID:

It has been a privilege to lead Vodafone for the last five years and to have been involved in the
company for such a long time. I feel that I have accomplished what i set out to achieve, particularly
in developing and implementing a new strategy. I am very proud of what Vodafone and its 71,000
people have achieved and the good momentum we have in the marketplace. I know that the
business is in capable hands with Vittorio Colao. Having worked with him for many years I know that
he has the experience and vision to take Vodafone on to future success.

Vodafone group plc also announced today that non executive directors Michael Boskin and
Jurgen Schrempp will not be seeking re-election at the AGM. Michael Boskin joined the
Vodafone board in 1999 on Vodafones merger with air touch communications inc, having
served for a number of years previously on the air touch board. Jrgen Schrempp became a
director of Vodafone in 2000 when Vodafone completed its acquisition of Mannesmann,
having been a member of Mannesmanns supervisory board before then.

Sir John bond said: I would like to thank Michael and Jrgen 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 Michaels chairmanship of the audit.

28

Committee. Jrgen 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
Arun Sarin, aged 53, graduated from the Indian institute of technology with a BS in
engineering in 1975. In 1978 he gained a MS in engineering and a MBA from the
University of California, at Berkeley.
He started his career as a management consultant before moving, in 1984, to pacific Telesis
group in San Francisco. Commencing in corporate development, he was instrumental in the
company acquiring the first cellular licenses in the us as well as winning the first cellular license
in Germany and a PCN license in the UK. He was subsequently appointed CFO and chief
strategy officer at pacific bell, before moving on to become vice president and general manager,
San Francisco bay area telephone company, a pacific bell division with 12,000 employees.

Following the demerger from pacific Telesis of the mobile and paging businesses to form air
touch communications, Arun was appointed senior vice president corporate strategy and
development where he developed and implemented a growth strategy encompassing
partnerships and acquisitions, which included the merger with us wests wireless business.

On becoming president and CEO, air touch international, Arun was responsible for the
acquisition of wireless licenses in several overseas territories and establishing the
management teams of these new ventures.
He then became president of air touch communications where he was responsible for
managing the cellular and paging operations in 14 countries and was a key negotiator in the
successful merger of air touch with Vodafone group plc. Within the combined business,
Vodafone air touch plc, he was appointed CEO US/Asia pacific region, managing the
groups operations in the US, Asia and Australasia. In addition, he headed the global mobile
internet division, responsible for the introduction of wireless internet services.

29

In 2000, with the successful merger of Vodafone air touchs us businesses with those of
bell Atlantic and GTE to form VERIZON wireless, arun, whilst maintaining a nonexecutive 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 Canadas yellow pages business.

In April 2003 he became CEO designate of Vodafone group plc and assumed the post
of chief executive on July 30th 2003.
Prior to becoming chief executive, Arun had been a non-executive director of the GAP
Inc, the Charles Schwab Corporation and Cisco systems inc. In July 2005, he was
appointed to the court of directors at the bank of England.

Vittorio Colao
Vittorio Colao, aged 46, was appointed chief executive, Europe and deputy group chief
executive of Vodafone group plc in October 2006.
Vittorio holds a business degree cum laude from Bocconi university and an MBA with
honors from the Harvard business school.
Between 2004 and 2006 he was chief executive officer of RCS media group in Milan, a leading
media group, publishing newspapers, magazines and books in Italy, Spain, and France.
Prior to that, Vittorio held the post of regional CEO, south Europe, Middle East and Africa, of
Vodafone group plc, and he was an executive director on the main board. Before the Vodafone
acquisition, Vittorio was COO and CEO of Omnitel Pronto Italia, now vodafone Italy.
Vittorio spent the early part of his career (1996-98 and 1991-96) at Mckinsey & co, where he
was a partner in the Milan office, working on media, telecommunications and industrial goods.
He headed the finance practice, and was responsible for the office recruiting of consultants.
30

Vittorio worked in 1989/1990 for Morgan Stanley investment bank division, in London,
and Mondadori, the Italian publisher.Vittorio has been a non-executive director and
member of the remuneration committee of Ras insurance, then listed on the Milan stock
exchange (now merged with allianz se), and was previously a non-executive director
and chairman of the remuneration committee of Finmeccanica,

31

CHAPTER IV
PRODUCTS & SERVICES OFFERED BY VODAFONE:
PRODUCTS CATEGORY:
1.CHARGERS:

Stay connected wherever you are with the nokia travel charger. It's handy when you're
camping, flying or on the go. It's also ideal if you forget to keep your phone fully charged.

With most nokia phones now packing cameras, organizers and email, this nifty gadget
will come in handy for more than just talking. And because it's small, you can pack it in
your bag and forget about it - until you run out of juice.

32

2.CONNECTIVITY:

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

33

3.HEADSETS & HEADPHONES:

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

34

4.FLEX ARM CRADLE:

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

35

5.MEMORY CARDS:

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

Slim, powerful and ultra compatible, the 4 GB micro sd memory card is the ideal
companion for your phone.

36

SERVICES:
Vodafones new telecoms management service - simplifying the management of fixed
and mobile telecoms services.
Vodafone Global Enterprise- The division of Vodafone which manages the
communications needs of the largest multinational companies worldwide announces
the launch of Vodafone telecoms management, a new service which combines and
simplifies the management of fixed and mobile telecoms.
Vodafone telecoms management is a fully hosted service designed to remove the
operational complexity of managing the telecoms environment for multinational businesses.

Underpinned by Vodafones global support and service level agreements, the service
will give multinationals greater visibility and management control over their telecoms
expenditure, as well as improve the quality of service delivered to employees.
The offering will also deliver a single, online management view of both their fixed and
mobile telecoms services. Vodafone consultants will work with customers to assess and
scope their current telecoms vendors and services, then develop a management plan
aimed to deliver greater efficiency and reduce costs.

ADDITIONAL KEY FEATURES INCLUDE:

1 A single online view of spend across all telecoms providers
2 Full visibility of telecoms assets such as mobile and fixed devices
3 Ability to control and manage mobile devices
4 Capability to secure, lock and remotely wipe mobile devices
5 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
37

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
will be in line with each companys set approval guidelines, policies and work flows.
In this tough economic environment our customers are urgently seeking ways to
reduce cost and simplify their processes, said Nick Jeffery, director, Vodafone global
enterprise. Very few global organizations have a complete and accurate view of their
fixed and mobile telecoms landscape. Our telecoms management service has been
developed in direct response to this need.

INTERNET:
MOBILE BROADBAND:
MOBILE BROADBAND VIA YOUR PHONE
Feel the freedom. Use the internet your way with full access to VOIP services like
SKYPE, and peer to peer services like file sharing.
With mobile broadband via your phone, you get a whopping 5 GB each month. Simply
use your phone as normal and if you have a 3g phone, connect it to your laptop to
turn your phone into a broadband modem.
Before you get started, you might need to make a few changes to your phones settings
your user manual will have all the details.
Add mobile broadband via your phone for 20 a month
1 5gb a month ideal for big downloads
2 VOIP and peer to peer services get full access to SKYPE, file sharing and lots more
3 One plan for everything you dont need a separate USB modem device. Just
use your phone instead

38

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

What do I get?
1 Super fast broadband connection (up to 8mb) with unlimited usage
2 Inclusive calls to UK landlines any time
3 25% off calls to UK mobiles
4 Free UK-based telephone support 24/7
5 Broadband modem and micro filters included
All for just 812 Rs per month.
30-Day money back guarantee
Were so confident Vodafone at home is better value for money than your current broadband
package, well give you a 30-day money back guarantee. Call us to find out more.

What about VAT?

Costs shown include vat at 17.5%. Don't worry; you'll only be charged vat at 15% while that rate remains.

39

PRICING STRATEGIES :
1: MONTHLY PRICE PLANS
2: PAY AS YOU DO PLANS
3: CALL CHARGES WHILE GOING ABROAD
4: PAY MONTHLY CALL CHARGES
5: BUSINESS CALL CHARGES

4
0

MARKET SHARE OF MOBILE OPERATORS IN INDIA:2002-2008

VODAFONE TOPS THE LIST IN THIS CATEGORY

41

ABOUT THE MOST POPULAR VODAFONE ZOO-ZOOS:

SOME INTERESTING FACTS ABOUT ZOOZOOS:

On first look, these Zoo Zoos in Vodafone TV ads may resemble animated cartoon
characters with an alien look or simply a stupid egg-head character with disproportional
white bodies and black dots for eyes and mouth.
But the interesting part is that Zoo Zoos are not animated characters but are actually
slim women actors from local Mumbai theatres, dressed in white costumes that are
stuffed with foam to portray the characters.
These characters are named Zoo Zoos, and are created by O&M. These ads were
directed by Prakash Varma and were launched during the ongoing IPL 2 series.
They are human beings who were made to wear body suits. the design of the characters is
such that one gets fooled into thinking it is animation, shrugs Rao, which was indeed the very

42

illusion that had to be created. in a sense, it is live animation! He quips, referring to

the fact that it was all shot live.
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
VODAFONES PARTNERSHIP WITH MCLAREN MERCEDES SERIES:
As title sponsor and official mobile partner of the Vodafone Mclaren Mercedes team,
Vodafone is raising its association with Formula 1 to the ultimate level. We have
committed to a long-term agreement, starting in 2007.
The sponsorship demonstrates Vodafones ongoing commitment to the Formula 1 world
championship, a sport which continues to deliver massive global television coverage and which
has significant appeal for Vodafones consumer and business customers around the world.

The title sponsorship including the team name Vodafone Mclaren Mercedes and
official mobile partner of the team gives Vodafone; dominant title sponsorship branding
on the cars, drivers' and pit crews' overalls and helmets.
As we enter into this exciting new partnership the associative rights acquired provide unique
opportunities that will continue to raise brand awareness through the team name and
branding. The team partnership delivers a powerful integrated marketing platform through
advertising, hospitality, mobile content, handset offers and promotions and through
innovative activation will encourage preference and loyalty amongst Vodafones 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.
43

Vodafone is delighted to be at the forefront of Europes premier club competition. After the
successes of last season's UEFA champions league sponsorship and the agreements
announced in April to sponsor the UEFA cup final and UEFA super cup, Vodafone is looking
forward to strengthening its position as a brand passionate about the beautiful game.

The UEFA champions league is the world's greatest club football competition. During
nine months of every year, Europes top 32 clubs battle it out for the trophy that proves
they're the best of the best. It's a sponsorship that delivers considerable value to
Vodafone and is highly relevant to most of the Vodafone operating companies.
Football is the most popular sport in the world. Huge numbers of Vodafone customers
are passionate about football - and sponsorships help to convert this passion into a
business relationship.
The partnership enables Vodafone to deliver content including video highlights
packages and goal alerts from all UEFA champions league matches to football fans on
the Vodafone live! With 3g consumer service.

VODAFONE TIE-UP WITH RADIO CHANNEL FEVER 104:

Vodafone tied up with Radio channel FEVER 104 wherein the channel provides with
cash prizes of upto 1 lakh or more which is another promotion strategy adopted by
Vodafone which was a success.

VODAFONE SPONSOR OF ENGLAND CRICKET TEAM:

As our sponsorship of the England cricket team comes to a close, weve got an
impressive line up to celebrate the 12th and final year of the partnership. This summer
England will once again embark on the quest for victory in the ultimate test of any
England cricketer as they take on Australia in the Npower ashes series; and as a
Vodafone customer, you can be with us the whole way.
44

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 programme brings
an authentic behind the scenes insight into the world of music.
Vodafone sound bites is available on tv, via a website (www.mtv-vodafonesoundbites.com) and on
mobile (wap.mtv-vodafonesoundbites.com) as a series of twenty one, three minute shows. The
website and mobile service carry additional footage, as well as editorial and news elements.

Uniquely the programme is available in seven languages on MTV in Germany, Hungary,

the Netherlands, Portugal, Romania, Spain, Turkey, the UK and Ireland, Australia, New
Zealand and on the mtv European feed, covering sixteen countries!

45

EFFORTS TAKEN TO BOOST SALES BY VODAFONE (THE

ZOO ZOO SERIES):
Vodafones new series of advertisements feature lovable white, large-headed creatures
that have attracted more than 28,500 fans on face book. They are so cute, they
remind me of Casper who was my favourite cartoon.

But for all those who think the zoo zoos are animated, heres the shocker: they are real
people in costume.
Rajiv Rao, Executive Creative Director (South Asia) of Ogilvy & Mather, the agency that
handles Vodafone advertisements, said: we wanted to make real people look as
animated as possible.
Bangalore-based nirvana films shot the ads in Cape Town, South Africa, just in time for
IPL. Said Prakash Verma, nirvanas owner
and director of the zoozoo campaign: our actors were small-bodied, thin women covered in
layers of white fabric. Each facial expression was made of rubber and pasted on the actors.

46

In about 10 days, O&M completed the campaign shooting two-three films a day, each
selling a product or a service offered by Vodafone. A dozen more films are expected as
the league progresses.
The characters, which look like distant cousins of the Pillsbury dough boy, were enacted
by professional ballet artists in white body suits. What makes them so endearing is that
they are innocent people living in a simple world unlike ours, who laugh loud when they
laugh. And who seem to be in an in-between world of animation and reality, said Mr.
Rajiv Rao, executive creative director, O&M.
A film shot at 20 frames per second made the zoo zoos movements hurried and comical. Of
the 29 different zoo zoo ads created for the IPL, there will be a new one everyday.

CUSTOMER RELATIONSHIP MANAGEMENT

VODAFONE LAUNCHES PHONES FOR THE POOR
From now onwards millions of people all through the world could access mobile phones
for the first time with the release of Vodafones first ultra-cheap own-branded phones. It
is said by the company that these phones are cheap enough for poor people to have.
Plus the Vodafone 125 and 225, released recently, are aimed at expanding the
availability of affordable mobile phones in increasing markets.
The mobile phones have been produced for Vodafone by Chinese manufacturer ZTE Corporation the first handsets resulting from an agreement between the two companies announced in December.
They will come into view first on Vodafone networks in Egypt, Romania and South Africa. The
Vodafone 125 and 225 are reported to be consisting with a similar set of basic features, although the
125 has a monochrome display whereas the 225s display is colour.

47

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.

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

48

INTRODUCTION OF I PHONE 1 OF THE BIGGEST EVENT IN THE

HISTORY OF INDIAN TELECOM:

We are delighted to announce that the iphone 3g will be available in India from august 22,
2008. It will be available in 8gb & 16gb models, priced at Rs 31,000 and Rs 36,100 respectively.

And this is just the cost of apple hardware - you will have to pay extra for data and
voice plans. Airtel will also introduce iphone on the same date but I dont 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.
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, theres a iphone data card available
for a monthly rent of Rs 100 but without any free data usage.
The sms and local / std call charges on iphone will more or less be the same as existing
tariffs offered by Vodafone.
Lets 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.

50

VODAFONES TIE-UP WITH B.E.S.T & RAILWAYS:

As a part of the customer relationship management Vodafone came out with a unique
plan of providing its customers with utmost ease of paying their bills on the railway
platforms & in the buses. The customers were have to visit the respective 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 centres 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, this

mobile service company also provides other values-added

services. The communications service company gives an itemized bill, which a detailed bill
is accounting the outgoing calls, sms, subscribed services and other such details.

The customer of the mobile service company also gets missed call alerts through sms
alerts, when the phone is switched off or is out of the coverage area/range. Mobile
answer phone service or voice mail service is available for customers not able to attend
calls, and if activated allows the caller to record his/her message. Call conferencing is
also offered by bpl communication, which a conference between two or more persons.
Other services such as clip, which identifies the caller; popular roaming, which allows special
roaming without any deposit in India and STD/ISD facility to make national/international calls are
provided by the mobile service company. Emergency STD/ISD services, which provide access
to STD/ISD calling without any deposits for 20 minutes, clir to secure the customers numbers
from being reflected on callers mobile and fax/data and internet options are also the
51

other value-added services offered by the

communications service company. BPL

communication offers national roaming that allows the customers to get incoming calls while
traveling in India and international roaming to get incoming calls while traveling outside India.

Offers post-paid, prepaid, roaming, voice sms and push mail services. The post-paid
service offered by the mobile service company has several plans to attract customers.
These plans include PAISA VASOOL on BPL mobile at reduced call rates, sms and
mms, talk more with BPL mobile, which is a group plan for the family and friends at
reduced call rates, national family and friends, which offers 60 per cent discount on std
airtime for calls to any one mobile number and night plan.
Under the prepaid scheme, the communications service company offers MOTS RCC 399
with outgoing calls free on BPL and zone advantage, which allows the customer to pick any
of the 15 zones, like home, office, college and so on, in order to enjoy some special
privileges of calling and sending sms. The night pack allows customer to make calls at
minimum rates and the sms bundle pack is offered by BPL communication at very low rates.
Roaming with MOTS allows one to subscribe for national and international roaming.

E-mails may be unanswered in the inbox and in the present competitive world, quick
decision are highly essential. The push mail offered by the mobile service company
allows one to access mails even while traveling. The push mail supports Microsoft
exchange, lotus notes, SMTP and imap/pop3 servers.

52

PROBLEMS FACED BY LOOP CUSTOMERS:

BILLING PROBLEMS:
I have 2 mobile numbers from bpl mobile. I have given auto pay from my credit card so as to
there is no delay in bill payment. This was working fine till November 06. Since December every
time bpl comes back saying that my bank declines the payment i had check with my bank they
are saying that my card is in active mode has large limit than bpl mobiles bill still bpl disconnects
my connection. This has happened 5-6 times. I have a confirmation from my bank that there is
no problem in my card. I have written to bpl at least 10times but none of their senior level people
looked in this I am suffering even monetary losses due to this & frustration. It feels like they
want to harass you. I have very clean record of bill payment & not even a late payment as I
have always kept my bill payment on auto pay. I have submitted this auto pay to their Malad
gallery but I dont know why their operations dept or customer care dept are not able to solve
this. My sincere request to all new mobile connection buyers to read through my complaint.

BY AJAY PATANKAR

REDUCING BALANCE WITHOUT ANY CONFIRMATION :

I was in Germany for about two months during which barring one or two numbers no
one could reach me despite activating international roaming on my cell. This caused a
lot of inconvenience and I had to pay additional money to make phone-calls.
But then on 9th November suddenly my balance went off from Rs. 2,500 to a negative
balance after sending and receiving one sms. I logged a complaint on the online system
for which i receive two apparently unique complaint numbers doc-c-11117465 and docc-111121812 which itself speaks a lot about the complaint management system.

53

After returning when I called the absolutely useless help desk and explained the
situation to several executives over and over again, they finally gave me the two
numbers on which apparently i had spoken. I tried both these numbers here locally from
my land line- one number is out of service and the other is a fax line. First of all i could
not receive any calls while i was in Germany and then these numbers that were given
by the help desk are not even functional numbers.
I am really annoyed now and its getting worse cause today I have had another debit of
Rs. 99 for activating an inactive international roaming.

BY D RANADE
BAD SERVICE:
I am prepaid subscriber , I had given my documents 3 days back , after that they send me a
message your request could not proceeded please call mobile assist 0n 555, after that last night
they suspended my both prepaid line , when i visit Mahim gallery they said signature is not there
on application form , I signed on application & they promise me that my line will be activated
within an hour but still it is suspended so please i request do not use BPL mobile. Now i have
already taken airtel card & i am not going to use bpl anymore. Airtel & Vodafone is best.

COMMENT BY SHAILESH PATIL

PROBLEMS FACED BY VODAFONE CUSTOMERS:
Anyone experiencing problems with Vodafone today, no sms and cannot receive any
calls, cannot get through to CS.
Chris
No problems in derby. Could be a local problem.

54

FUTURE OF VODAFONE:
VODAFONE SUGGESTS FUTURE ANDROID PHONE :
Vodafone have confirmed that their currently looking at developing more android
phones to complement their new HTC magic handset, and that some future android
devices could appear without google.
In an interview with techradar.com, Vodafones Rachel Williams revealed that whilst the HTC
magic arise bundled with all the well-known google services future android handsets may
feature a basic package allowing networks to integrate their own clients software instead.

Williams also went onto confirm that more Vodafone android phones were likely in the
future, we are looking at other android devices by joining the open handset alliance it
shows our commitment (to ranging other devices using Androids).

VODAFONE APPLICATION STORE COMING SOON:

Vodafone on May 12TH 2009 announced plans to open their own application stores for third
party application that will be made available across a wide variety of mobile platforms

VODAFONE COMPLETES HUTCH ACQUISITION:

On day when Indian conglomerate Essar threatened legal action against Hutch-Essar
deal Vodafones CEO Arun Sarin met Communications & IT Minister Dayanidhi Maran &
briefed him on the companys future plans for India.
The British telecom major won the bid to acquire the stake of Hutchison Telecom in
Indias fourth largest mobile operator Hutch Essar.
Essar sources said the company is considering legal action over the deal on account of
it being ignored in taking key business decisions.Essar is concerned over Vodafones
move to forge ahead with plans like networks sharing without consulting it first.
55

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

56

CONCLUSION:
Vodafone with the help of its correct marketing strategy & quality products & services at
an affordable price is one of the worlds 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.

57

BIBLIOGRAPHY:
SOURCES OF INFORMATION:
INTERNET & NEWSPAPERS

1I

INTERNET:
WWW.GOOGLE.COM
WWW.VODAFONE.CO.UK
WWW.BUSINESS-STANDARD.COM
WWW.WIKIPEDIA.COM

II NEWSPAPERS:
BUSINESS STANDARD

5
8