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Vivek's Project Report

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A PROJECT REPORT ON

“STUDY ON TELECOM EXPENDITURE OF DIFFERENT TYPES OF SME’s & CORPORATE HOUSES OF JAMSHEDPUR MARKET”

A SUM MER PROJECT REPORT SUBM ITTED THE PARTIAL FOR FULFILLMENT FOR THE AWARD OF DEGREE IN“MASTER OF BUSINESS ADMINISTRATION” PROJECT GUIDE MR. YOGESH KUMAR UPADHYAY
Channel Manager, Sales and Operation

SUBMITTED BY VIVEK KUMAR. REGD. NO: - 0806260167 SESSION : - 2008-

2010
TTSL, Jamshedpur.

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

CERTIFICATE OF THE

PROJECT GUIDE

This is to certify that the work entitled A study on “Study on Telecom Expenditure of Different types of SME’s & Corporate houses.” in JAMSHEDPUR City is a piece of Summer Project Report done by Vivek Kumar, student of MBA 2nd year bearing Reg. No 0806260167 a student of Rourkela Institute of Management Studies, under my guidance and supervision for partial fulfillment of the requirements for the award of the degree of Master of Business Administration curriculum of BIJU PATNAIK UNIVERSITY OF TECHNOLOGY, Rourkela, Orissa. The summer project report has not been submitted earlier to this University or to any other University/Institution for the fulfillment of the requirement of a course of study.

Project Guide: Mr. Yogesh Kumar Upadhyay. Channel Manager, Sales and Operation TTSL, JAMSHEDPUR.

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Declaration by the Candidate

I Vivek Kumar, bearing Registration Number: 0806260167, a student of MBA 2nd year of Rourkela Institute of Management Studies, under BIJU PATNAIK UNIVERSITY OF TECHNOLOGY, Rourkela, Orissa, (2008-2010) do hereby declare that the Summer Project Report entitled “A Study on Telecom Expenditure of Different types of SME’s & Corporate houses.” in JAMSHEDPUR City is the outcome of my own work and the same has not been submitted to any University/Institute for the award of any degree or any Professional diploma.

VIVEK KUMAR Reg.no:0806260167 Marketing and Finance RIMS. ROURKELA Date-__________

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ACKNOWLEDGEMENT “JOURNEY OF A THOUSAND MILES BEGINS WITH A SINGLE STEP” And this journey has evolved into the story of a remarkable business house that has created wealth for a nation. As management students, I deem it a privilege to have experienced a panorama of their cherished and enviable legacy. To undertake such a vast project and to accomplish it one needs quite a lot of guidance and support. I would like to express my deep sense of gratitude to all those who have helped me to accomplish this project successfully. The “On Job Training” enable the students to enhance their skills, expand their craniums by applying various theories ,concepts & laws to real life scenario which would further prepare them to face the extremely “Competitive Corporate World” in the near future. It has been possible to achieve the perfect blend of the valuable experience gained from the workplace and the indispensable knowledge gathered from theoretical studies. Moreover the much-needed work ethics and culture have been inculcated carefully over the period of the training. I would like to take this opportunity to thank Mr. Amit Raj (HR Manager TTSL) for allowing me to get attached to such a huge family of Tata Teleservices Ltd and letting me do this valuable project. I would like to take the opportunity to thank Mr.Pradeep Chauhan, Sr.Manager, TTSL, I thank him for having given me this golden opportunity of being associated with this organization for constant guidance.

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My sincere regards to Mr. Sanjay Relan, Senior trainer, Tata Teleservices ltd, for helping me and sharing his humble knowledge regarding this project. I would also like to express my hearty gratitude to our project guide Mr. Yogesh Kumar Upadhyay, Channel Manager, sales and operation who gave me triggering points to think, to move ahead in my internship & directed me whenever needed. I sincerely thank Prof.SreeKumar, Dean Academe, RIMS, Rourkela, for giving fundamental knowledge about the subject matter. This survey helps in making marketing and sales strategies by providing the information regarding Telecom expenditure of different SME’s and corporate houses of Jamshedpur and to know about the presence of TTSL and its competitors. There is still lot of opportunities for TTSL to capture and increase the market share as well as revenue. With the help of the TTSL’s Nano plan can be a better corporate plan to capture the market as well as to increase the revenue. This data also helps in knowing the uncovered market. This survey helps in knowing the opportunities of TTSL’s new corporate plan nano. It is a corporate plan meant for the small and medium enterprises and corporate houses of Jamshedpur. This research work is able to give a complete overview of opportunities of TTSL in Jamshedpur market. And after going through this report one can easily analyze the opportunities and can make a strategy accordingly. The summer training is a bridge between the institute and the organisation. Summer training programme made me understand how theoretical knowledge is applied in practical field. The experience that I have gathered over the past two months have certainly provided me with an orientation, which I believe, will help my shoulder to take any responsibilities in future.

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Date:____________ .

Vivek Kumar REGISTRATION NO: 0806260167 M.B.A, RIMS

TABLE OF CONTENT
S.NO.
CHAPTER-1 CHAPTER-2 PARTICULAR EXECUTIVE SUMMARY INTRODUCTION (TATA GROUP) • Board of directors • Tata group of company mile stone CHAPTER-3 TTSL INTRODUCTION • Company back ground • Company statement • Product of Tata Indicom • Organisation structure CHAPTER-4 INTRODUCTION OF PROJECT OBJECTIVE OF STUDY SCOPE OF STUDY PURPOSE LIMITATION METHEDOLOGY CHAPTER-5 DATA ANALYSIS & INTERPRETATION COMPARETIVE ANALYSIS SWOT ANALYSIS CHAPTER-6 FINDINGS SUGGESIONS CONCLUSION BIBLIOGRAPHY APPENDIX VI Rourkela Institute of Management studies PAGE NO. 1 2-5 2 2-4 5 6-35 7-8 9-10 11-27 28-34 35 36-42 37 38 39 39 40 41-42 43-61 44-58 59-60 61 62-65 63 64 65

LIST OF TABLE

SL.NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13 14. 15.

TITLE

Registration of the Companies Employee’s strength of the organizations Number of phone connections used by companies Type of phone connection in the companies Different type of phone used in the companies Phones of different operator services used by the no of companies Customers satisfaction with the telecom operators services The reasons for which the customers are not satisfied Total monthly expenditure of different companies on Telecom Different kind of usage of phone in the companies Monthly expenditure of different companies on local calls Monthly expenditure of different companies on the STD calls Monthly expenditure of different companies on the ISD calls Monthly expenditure of different companies on the Internet Average expenditure on telecom devices used different companies
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PAGE NO 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58

LIST OF FIGURES & GRAPHS
SL.NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13 14. 15. TITLE PAGE NO 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58

Registration of the Companies Employee’s strength of the organizations Number of phone connections used by companies Type of phone connection in the companies Different type of phone used in the companies Phones of different operator services used by the no of companies Customers satisfaction with the telecom operators services The reasons for which the customers are not satisfied Total monthly expenditure of different companies on Telecom Different kind of usage of phone in the companies Monthly expenditure of different companies on local calls Monthly expenditure of different companies on the STD calls Monthly expenditure of different companies on the ISD calls Monthly expenditure of different companies on the Internet Average expenditure on telecom devices used different companies

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CHAPTER - 1

Executive Summary

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EXECUTIVE SUMMARY Progress is a continuous process. It is relative and absolute. We can not stop at a certain destination and declare that target has been achieved and we need not to go further. This particular project has been a very good learning experience. An organization’s growth and development depends on its Marketing and sales strategies to a large extent. In current scenario telecommunication is one of the fastest medium of communication and one of the fastest growing sector. In the post globalization and liberalization economic policies in India have provided ample opportunities to public and private enterprises to enhance their competitiveness. With the opening up of the economy, Indian corporate sector has started facing stiff competition, not only from their domestic counterparts but also from multinational companies. In such a change and dynamic competitive landscape, it has become a tough task for new company to capture the market share. Company has to adopt innovative strategies which would enhance their market share and competitiveness on both cost and the quality service front. This survey gives an over view on presence of TTSL and its opportunities in different SME’s and corporate houses in Jamshedpur. It helps in knowing the telecom expenditure of different SME’s and corporate houses of Jamshedpur. It also helps in knowing percentage of market share of TTSL and its competitors in Jamshedpur. It gives a clear picture about uncovered market. It helps in finding new opportunities. This survey targets only the corporate customers. From our analysis, we can conclude that organizational Marketing and Sales strategies have significant effect while all the departments play vital role in increasing the sales.

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CHAPTER - 2
INTRODUCTION (TATA GROUP) • Board of directors • Tata group of company mile stone

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INTRODUCTION

A TRIBUTE TO THE FOUNDER

“One must forever strive for

excellence or even perfection in task however small and Sri. JAMSHETJI NUSERWANJI TATA

never be satisfied with the second best”

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

BOARD OF DIERECTORS:

Designation: chairman Company: Tata Sons Ltd. Ratan N. Tata was appointed Chairman of Tata Sons Limited, the holding company of the Tata Group, in 1991. He is the Chairman of the major Tata companies including Tata Steel, Tata Motors, Tata Power, Tata Consultancy Services, Tata Tea, Tata Chemicals, Indian Hotels and Tata Teleservices Limited. He is also the Chairman of two of the largest private sector promoted philanthropic trusts in India. During his tenure, the Group's revenues have grown over six-fold to Rs. 80,000 crore ($ 17.8 bn.) Mr. Tata joined the Tata Group in December 1962. He was assigned to various companies before being appointed Director-in-Charge of The National Radio & Electronics Company Limited (NELCO) in 1971. He was named Chairman of Tata Industries Limited in 1981, where he was responsible for transforming the company into a Group strategy think-tank, and a promoter of new ventures in high technology businesses.

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Mr. N. S. Ramachandran

Designation : Director Company : Tata Teleservices Ltd. Mr. N. S. Ramachandran belongs to the Indian Telecommunication Service. He was the Ex. Chairman and Managing Director of the Mahanagar Telephone Nigam Ltd during 1995 and 1997.

Mr. Anil Sardana

Designation: Managing Director Company: Tata Teleservices Ltd. Mr. Sardana began his career as an Engineer Trainee at the National Thermal Power Corporation (NTPC), and undertook various responsibilities before leaving Corporation He worked in core engineering, project management and operations division of NTPC. in 1994 as a Senior Manager. In 1994 he joined BSES and was Vice President & Head of Corporate Business Development as also the EPC Business Group, till he joined Tata Power in 2002. Mr. Anil Kumar Sardana was the Managing Director (MD) of North Delhi Power

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Limited (NDPL), a joint venture of Tata Power and Delhi Government. Mr. Sardana joined NDPL (North Delhi Power Ltd) as the CEO in July 2002 and went on to take charge as MD in 2005.

Dr. Mukund Govind Rajan Designation : MD Tata Teleservices Maharashtra Ltd Mukund was born in Chennai on April 5, 1968. He completed his B.Tech at the Indian Institute of Technology, Delhi in 1989 and served in his final year as General Secretary of the Students Affairs Council. He received a Rhodes scholarship to study at Oxford University, where he completed a Masters and Doctorate in International Relations. His doctoral dissertation was published by Oxford University Press, and is titled "Global Environmental Politics - India and the North-South Politics of Global Environmental Issues." Mukund joined the Tata Group through the Tata Administrative Service (TAS) in January 1995. He was assigned to the office of Mr. Ratan Tata, Chairman, Tata Sons Limited, in 1996. He joined TTML as the Managing Director effective 28th January,2008. Before joining TTML, he was working as Vice President, Tata Sons Limited, supporting Mr. Tata as a member of his office. He also serves on the Boards of several Tata companies, including Tata Teleservices ( Maharashtra) Limited, Tata Communications Limited and Piem Hotels Limited.

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TATA GROUP MILESTONE 1868

Jamsetji Nusserwanji Tata starts a private trading firm, laying the foundation of the Tata Group.

COMPANY PROFILE: The TATA Group comprises 98 operating companies in seven business sectors: information systems and communications; engineering; materials; services; energy; consumer products; and chemicals. The Group was founded by Jamsetji TATA in the mid 19th century, a period when India had just set out on the road to gaining independence from British rule. Consequently, Jamsetji TATA and those who followed him aligned business opportunities with the objective of nation building. This approach remains enshrined in the Group's ethos to this day. The TATA Group is one of India's largest and most respected business conglomerates, with revenues in 2004-05 of $17.8 billion (Rs.799, 118 million), the equivalent of about 2.8 per cent of the country's GDP.

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CHAPTER – 3
TTSL INTRODUCTION • Company back ground • Company statement • Product of Tata Indicom • Organization structure

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Tata Teleservices Ltd.
INTRODUCTION

Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom sector. The Tata Group had revenues of around US $62.5 bn in Financial Year 2007-08, and includes over 90 companies, around 350,000 employees worldwide and more than 3.2 million shareholders. Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 and today enjoys a panIndia presence through existing operations in all of India’s 22 telecom Circles. The company is also the market leader in the fixed wireless telephony market. The company’s 7 Rourkela Institute of Management studies

network has been rated as the ‘Least Congested’ in India for last four consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom services—and has also been allotted spectrum in 18 telecom Circles and will roll out its services shortly, starting with South India. .TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world’s leading mobile operators—in the Japanese market, the company is the clear market leader, used by over 50 per cent of the country’s mobile phone users. Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 36 million customers in more than 320,000 towns and villages across the country, with a bouquet of telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wireline Services. Other services include valueadded services like Voice Portal, Roaming, Post-paid Internet Services, Three-way Conferencing, Group Calling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card Services and Enterprise Services. Some of the other products launched by the company include Pre-paid Wireless Desktop Phones, Public Phone Booths, Mobile Handsets and Voice & Data Services such as BREW Games, Voice Portal, Picture Messaging, Polyphonic Ring Tones, and Interactive Applications like news, cricket, astrology, etc. In December 2008, Tata Teleservices announced a unique reverse equity swap strategic agreement between its fully-owned telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure Limited—with the combined entity kicking off operations with 18,000 towers, thereby becoming the largest independent entity in 8 Rourkela Institute of Management studies

this space. Tata Teleservices’ bouquet of telephony services includes mobile services, wireless desktop phones, public booth telephony and wireline services. HISTORY Tata Teleservices is part of the Rs. 119,000 Crore (US$ 29 billion) Tata Group that has over 98 companies, over 289,500 employees and more than 2.9 million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the Group has a formidable presence across the telecom value chain. Tata Teleservices spearheads the Group’s presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the company swung into an expansion mode, with the total Investment of Rs. 19,924 Crore. Tata Teleservices has created a Pan India presence spread across 19 circles that include Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. Today, Tata Teleservices Limited along with Tata Teleservices (Maharashtra) Limited serves over 25 million customers in over 5000 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices offers world-class technology and user-friendly services in 19 circles. Tata Teleservices is one of India's leading private telecom service providers. The company offers integrated telecom solutions to its customers under the Tata Indicom brand, and uses the latest CDMA 3G1X technology for its wireless network. Tata Teleservices operates in 3400 towns across 20 circles i.e. the company has a customer base of over 20 million subscribers.
Tata Teleservices has over 6.5 lakh customers in Maharashtra and Goa. These include reputed Corporate, SMEs and residential customers.

Tata Teleservices has a strong workforce of 6000. In

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addition, TTSL has created more than 20,000 jobs, which will include 10,000 indirect jobs through outsourcing of its manpower needs. Having pioneered the CDMA 2000 1x technology platform in India, Tata Teleservices has established a robust and reliable 3G ready telecom infrastructure that ensures quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable, technologically advanced network. The company, which heralded convergence technologies in the Indian telecom sector, is today the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million Tata Teleservices bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem, data cards, calling card services and enterprise services like Lease Line, BRI, PRI, Centrex etc. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive application like news, cricket, astrology etc. Tata Indicom redefined the existing prepaid mobile market in India, by unveiling their offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive free incoming calls. Tata Teleservices today has India’s largest branded telecom retail chain and is the first service provider in the country to offer an online channel www.i-choose.in to offer postpaid mobile connections in the country. Company Background Tata Teleservices Limited (TTSL) is a part of the Tata Group of Companies, an Indian Conglomerate. It runs under the brand name Tata Indicom in India, in various telecom circles of India. The company forms part of the Tata Group's presence in the

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Telecommunication Industry in India, along with Tata Teleservices (Maharashtra) Limited (TTML) and Videsh Sanchar Nigam Limited (VSNL). In February this year, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in a joint venture with Virgin, UK, on a MVNO basis.

Market Data Tata Indicom in March 2008 crossed the 24 million subscribers mark in the wireless category with an overall subscriber base of over 25 million. It has a current subscriber base of 24.3 million and a 9.33% cumulative market share. Tata Indicom continues to register the highest CAGR at 113% in the wireless segment with a net base of 12.8 million against a starting base of 11.8 million. (All figures based on March 2008. Figures Available on AUSPI website) Tata Teleservices also gained the No. 2 slot in terms of Market Share in Delhi NCR region with a subscriber base of 3 million. It beat Vodafone to the No. 2 spot and positioned itself just behind Airtel in the circle. Business Areas Tata Teleservices has always come up with path breaking plans in both the Post-paid and Pre-Paid category. TTSL has also taken a lead in pioneering the VAS (Value Added Segment) in India. The Enterprise segment is another important business vertical for the company. Network Tata Teleservices operates primarily on the CDMA network. CDMA offers a robust and technologically superior path & ecosystem. CDMA has an edge over GSM as it allows more communication to be carried with the same infrastructure and also brings costs down. Tata Indicom’s enterprise solutions work on the CDMA 3G-1X technology that

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offers superior voice clarity and congestion-free networks. Many existing GSM 2G (GSM/GPRS) operators are slowly beginning to switch to WCDMA technology. 25 GSM operators worldwide have deployed CDMA2000 to deliver 3G value added services. The total tower strength of Tata Indicom is currently at 12,500 towers nationwide, which includes 10,000 for TTSL and 2,500 for TTML

Branding Tata Indicom as a brand stands out amongst other Telecom brands in India due to the trustworthiness and dynamic nature of the Tata trademark, as well as the consumer connect it has created over the years. The Tata Indicom brand is endorsed by bollywood actresses Kajol and Trisha, cricketers Irfan Pathan and Saurav Ganguly, who embody the Tata Indicom philosophy and add to its ability to connect with the consumer. Tata Indicom has over the years managed to set itself apart as a telecom brand for India’s masses through its advertising, branding, retail and marcomm initiatives. Tata Indicom’s TV commercial for the Freedom Call Voucher won many laurels and was highly successful in creating brand recall amongst the consumers. According to a survey conducted by global market research agency Synovate, Tata Indicom, the retail brand of Tata Teleservices Limited, was positioned as numero-uno by television viewers in major Indian metropolitan cities in September 2007. Tata Teleservices strongly believes that the next wave of growth in the telecom industry will be driven by addressing the various segments of the market through innovation in marketing, branding and distribution strategy. Rural Telephony Tata Indicom has made consistent efforts to provide superior and affordable products and services through its Rural Telephony Unit. Mobile vans are flagged off in various parts of the country which serve as real visibility and customer touch points to experience the brand and the various services it offers. 12 Rourkela Institute of Management studies

TTSL has an efficient distribution network across villages , where in people are appointed and trained by TTSL – who visit villages on a bicycle or a two-wheeler at defined times on defined days of the week, selling recharge vouchers and servicing equipment; each runner covers between 200 to 300 customers.The company joined hands with Tata Chemicals, Tata Kisaan Sansar network, disseminating information through these centres and using them as local distributors.

Retail The company currently operates its retail business nationally through 3,000 plus outlets comprising of 600 TTSL owned stores and more than 2,500 stores in the Franchisee format. Tata Indicom already covers the top 700 towns in India in terms of population through Tata Indicom Exclusive Stores. Most towns with a population of 50,000 and above within the 20 circles of TTSL’s operation already have the presence of a Tata. Indicom Exclusive outlet. This is the largest branded retail presence amongst all telecom operators in the country and in fact, makes Tata Indicom the largest retailer in India in terms of number of stores under one brand name. Tata Indicom has also launched an online portal for its customers i-choose where the customers can conveniently buy Tata Indicom post-paid connections and prepaid recharge vouchers at the click of a mouse with an upfront commitment of activation and delivery of the handset within 72 hours. Accessible from over 400 cities across India, http//www.ichoose.com has been conceptualized to enable the customers to make an educated and well-researched choice from a wide range of Tata Indicom handsets, tariff plans and value added services. The two retail formats earlier existed as True Value Hubs and True Value Shops, primarily depending on the kind of products and level of customer service provided. Over a period of time, the small format TVSs’ were upgraded to undertake a larger extent of 13 Rourkela Institute of Management studies

varied customer services like bill payments, customer service requests, etc. As a result, apart from the size of the store, there is little difference between the stores in terms of services that they can deliver to customers. Thus, both formats were brought under one umbrella of the Tata Indicom Exclusive Stores.

Value Added Services Tata Teleservices, in October 2007, unveiled a full-blown Tata Zone, the popular infotainment space on Tata Indicom BREW-enabled mobile phones, in Hindi. This unique service comes loaded with exciting applications, pricing details, downloads and browsing instructions in Hindi. The rationale behind this was simple: - 66% of all Indians speak Hindi, while less than 5 % understand English. Tata Teleservices, the country’s fastest growing telecom service provider today, recognizes this fact and is therefore, increasingly embracing Hindi to drive the adoption of data services among the non-English speaking population. Under its VAS bouquet, TTSL offers varied services such as News, Games, Faith and Prayers, Ringbones, Fun Shows, Video Zone, Song Download Express, Cricket, Internet Surfing, Astrology, Mobile Office, Remo Mail and other such services. In March 2008, Tata Indicom also launched a first of its kind service known as i-HELP services, a free of charge service which enables subscribers to contact their near and dear ones in times of an emergency via one simple SMS. Tata Indicom will also soon provide m-commerce, mobile advertising, mobile TV and social networking under its VAS offerings. Wireless TT info services Limited

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Wireless TT info services Limited is a 100% subsidiary of Tata Teleservices Limited which is involved in the Network Infrastructure Business. This company will provide the passive network infrastructure to the cellular services providers in India.

Drive India Enterprise Solutions Limited (DIESL) Drive India Enterprise Solutions Limited (DIESL) is a Tata Group Company and it is the preferred Vendor and Logistics service provider to Tata Teleservices, Tata Sky Ltd., and TTML for supply of handsets and telecom accessories across India. It is as enterprise solution provider for companies who wish to outsource their warehousing, distribution, Inventory and procurement management, cash management, tax management, accounting and business advisory services. DIESL now has operations spread across Pan India with more than 60 operational warehousing and offices in all states of the country. These warehouse services in 600 cities and towns. DIESL provides with transportation services across India, for primary and secondary transportation. With the ramp up of over 3000 retail outlets across the country, DIESL’s supply chain and distribution network will have a greater reach. Over the past few years, DIESL has achieved synergies and economies and logistics and warehousing operations by handling Brand Indicom products (handsets, aircards, PTBs, accessories, etc). In the last 6 months, DIESL has also diversified into the handling of products of Tata Sky, Haier-GSM and ZTE. Purpose At the Tata Group our purpose is to improve the quality of life of the communities we serve. We do this through leadership in sectors of national economic significance, to which the Group brings a unique set of capabilities. This requires us to grow aggressively in focused areas of business. 15 Rourkela Institute of Management studies

Our heritage of returning to society what we earn evokes trust among consumers, employees, shareholders and the community. This heritage is being continuously enriched by the formalization of the high standards of behavior expected from employees and companies. The Tata name is a unique asset representing leadership with trust. Leveraging this asset to enhance Group synergy and becoming globally competitive is the route to sustained growth and long-term success. TTSL to launch Virgin Mobile in India Tata Teleservices (TTSL), India's second largest CDMA operator with 22 million customers, will be launching Virgin Mobile, a unit of British communications group Virgin Media, in India. Virgin's youth-focused service, Virgin Mobile, will deliver a "more tailored, more relevant offering" aimed at India's young population. Some 51 percent of India's population of 1.1 billion people is under 25 and two-thirds under 35. Referring to the venture, Virgin Group Chairman Richard Branson said, "We have been working on this for a long time. This is Virgin Mobile's seventh launch globally and Virgin's largest investment to date in India." However, the financial details of Virgin's tie-up with the Tatas have not been revealed. "The Indian market is growing like no other market in the world," he said, referring to the nearly 8 million new mobile users who sign on every month, drawn by very low call rates. India is the world's fastest-growing mobile services market, attracting foreign firms including Vodafone Plc and SingTel, which has a stake in leader Bharti Airtel. Virgin Mobile estimates there are 215 million urban youth mobile subscribers and an additional 50 million urban youth subscribers over the next three years. Jamie Heywood, deputy CEO of Virgin Mobile in India said, "We expect that revenue in this segment will be in excess of Rs.35000 crore in 2010. 16 Rourkela Institute of Management studies

Tata Teleservices and Virgin Mobile meanwhile maintain that the deal is purely in terms of brand extension and cannot be considered as MVNO since there is no deal involving air time. According to TTSL Managing Director Anil Sardana, Virgin Mobile is just another brand that the company would offer. Virgin is seeking to tap India after Britain-based Vodafone, the world's largest mobile company, made its entry last year by buying Indian cell phone operator Hutchison Essar for $11.1 billion. Tata Teleservices enters into Wireline Broadband Service Launches " Photon Pro" that offers the highest internet speed upto 18 Mbps • First operator in India to offer internet speeds upto 18 Mbps • First operator to design attractive tariff plans bundled with bonus bandwidth Hyderabad, 18th May, 2009: Tata Teleservices Limited (TTSL), India’s fastest-growing pan-India telecom service provider today launched " Photon Pro", wireline broadband service that offers the highest internet speed upto 18 Mbps. Tata Teleservices Limited is the first operator in India to offer18Mbps speed on wireline broadband along with some innovative service offerings like rich content from yahoo, bonus bandwidth bundled with tariff plan and always on 24x7 customer support. Photon Pro has an attractive proposition that gives the best value for money and offers bonus bandwidth with each plan to experience the next level of Photon Pro at no extra cost! As a special launch offer, subscribers also get 100% discount on security deposit, installation and registration charges. With Photon Pro, subscribers can browse the internet with unsurpassed speeds and rich user interface. Information, communication, and entertainment services such as downloading rich text and images, Web browsing, blogging, social networking among others is now possible with just a click. It combines the three most critical aspect of fulfilling internet experience; uninterrupted high speed internet access, flexibility of combining with highly affordable tariffs and hassle free dedicated internet bandwidth

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without having to block telephone lines. Subscribers can also expect attractive voice calling plans bundled with broadband services. Speaking at the launch of Photon Pro, Mr. Ramakrishna, Chief Operating Officer, Tata Teleservices Limited said, “It fills us with pride and confidence as we introduce another first in the industry, ‘Photon Pro’ that offers the highest internet speed upto 18 Mbps. For economies of scale, today most companies are now switching to unified communication services and to offer services like VoIP and other communication systems, you need uninterrupted high speed internet data and voice services and Photon Pro delivers that promise. Our Photon family is now complete with services that now offer wireline, wireless and broadband wireless services.” Benefits offered by Photon Pro are: • Bundled internet surfing and voice calling plans • Unmatched broadband experience with highest speeds up to 18 Mbps • Roaming on broadband connection within Tata Teleservices broadband network • Best in class economical CPEs with WiFi for laptop users • Rich content from Yahoo • Transparent speed and pricing packs • Robust and hassle free connectivity with 24X7 service support Currently the wireline broadband services are available only in Hyderabad, Bangalore, Ahmedabad and Delhi, Vijayawada, Vizag, Baroda and Surat.

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Tata Group Announces Pan-India GSM Service with NTT DOCOMO Service to be Branded 'TATA DOCOMO' • TATA DOCOMO to launch commercial services later this month • Exciting new brand to redefine the Indian telecom experience • Investment of $2 billion for pan-India GSM network rollout • NTT DOCOMO, Japan is the undisputed global leader in the 3G space New Delhi, 10 June 2009: Tata Teleservices Limited has announced that its pan-India GSM service will be branded TATA DOCOMO-powered with cutting-edge technology support from its partner company NTT DOCOMO, INC. of Japan. NTT DOCOMO is acknowledged as the global leader in 3G technology and respected worldwide for its futuristic product innovations. TATA DOCOMO will shortly commence the commercial launch of its GSM operations, beginning with the telecom Circles in South India. "TATA DOCOMO is a natural choice of GSM brand-name for us, since it will provide customers a dual advantage-trusted service from the House of Tata, riding on the technological superiority of NTT DOCOMO," Mr Anil Sardana, Managing Director of 19 Rourkela Institute of Management studies

Tata Teleservices Limited, said. "TATA DOCOMO will bring to the country products and services that will redefine the Indian telecom experience. Our pan-India rollout should be completed this year," he added. In his address, Mr Toshinari Kunieda, Senior Vice-President and Managing Director, Global Business Division, NTT DOCOMO, said: "NTT DOCOMO has provided technical inputs to make the TATA DOCOMO GSM network world-class. Progressively, NTT DOCOMO shall bring to India the various products and services that we offer in Japan-such as i-modeTM, LBS and mobile payment-and give TATA DOCOMO customers a flavor of tomorrow. We are closely working with Tata Teleservices on future technologies like 3G and Long-Term Evolution (LTE)." The company unveiled a strikingly different logo-one that underscores the brand's promise of providing 'refreshingly different and a liberating experience'. "As a partnership of two pioneering brands, TATA DOCOMO promises to deliver relevant new applications and services that will make everyday life simpler and more enjoyable for the consumer," Mr Deepak Gulati, President, GSM Business, Tata Teleservices Limited, said. "In a market that is cluttered with many operators and confusing options, we will offer simplicity to consumers by being the country's most transparent, innovative and liberating telecom brand," he added. Superior Technology and Network From the day of the launch itself, the reach and coverage of the TATA DOCOMO GSM network will be far greater than that of any other operator in India at the launch stage. TATA DOCOMO GSM mobile service will have extensive coverage in cities and towns, on national and state highways, at airports and along rail routes, and at places of tourist interest, etc. TATA DOCOMO looks forward to mobile number portability so that Indian consumers can move to their service provider of choice, while retaining their phone numbers. NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. Over the years, 20 Rourkela Institute of Management studies

technologists at NTT DOCOMO have defined industry benchmarks for 3G technology, as also products and services such as i-mode and a plethora of lifestyle-enhancing applications. Today, while most global telecom players are only beginning to talk of 4G technology and its possible applications, NTT DOCOMO has already recorded a downlink transmission rate of 250 Mbps over a high-speed wireless network in an outdoor test of an experimental system for Super 3G, also known as LTE, and is targeting to complete the commercial development by the end of 2009. This will hold TATA DOCOMO in good stead as it launches GSM services. TTSL and NTT DOCOMO are closely engaged in integrating technology, value-added services, products and applications through the mechanism of Business and Technology Cooperation Committee (BTCC). BTCC,which meets regularly, comprises of senior management representatives from both companies. About NTT DOCOMO NTT DOCOMO is the world's leading mobile operator and provider of advanced mobile services. The company serves over 54 million customers in Japan, including 48 million using i-mode(tm), the world's most popular mobile e-mail/Internet platform, and 49 million using FOMA(tm), the world's original 3G mobile service based on W-CDMA. As a leader in the development of cutting-edge mobile technologies, DOCOMO is continually expanding the role of mobile phones as versatile and highly personalized "lifestyle tools" for everyday life, including with a wide range of innovative services for mobile payments, GPS, mobile TV, multimedia content and much more. NTT DOCOMO is listed on the Tokyo (9437), London (NDCM) and New York (DCM) stock exchanges. About TATA DOCOMO TATA DOCOMO is Tata Teleservices Limited's telecom service on the GSM platformarising out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a license to operate GSM telecom services in 19 telecom Circles and has also been allotted spectrum in 18 of these 21 Rourkela Institute of Management studies

Circles. It will roll out its services shortly, starting with South India. TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market, the company is the clear market leader, used by over 50 per cent of the country's mobile phone users. DOCOMO, the world's leading mobile operator, will work closely with the Tata Teleservices Limited management and provide know-how to help the company develop its GSM business.

Tata Indicom & Yahoo! India in unique partnership • For the first time, co-branded Internet homepage launched in India • Yahoo! India to be the default homepage for all TTSL Internet access devices • Yahoo! India to manage and host the co-branded portal • Portal will be monetized through advertisements Bangalore, 25 May 2009: Continuing to innovate and launch unique services for its subscribers in India, Tata Teleservices Limited, the fastest-growing pan-India telecom service provider in the country, has entered into an exclusive partnership with Yahoo! India, the leading Internet company. The strategic partnership will provide a compelling web experience and a unique user interface to all Tata Indicom customers. As part of this partnership, a co-branded Yahoo! India homepage will serve as the default across all Tata Indicom Internet access devices. 22 Rourkela Institute of Management studies

The partnership will enable Yahoo! India to reach out directly to millions of users subscribing to Tata Indicom Internet services, such as Photon Plug2Surf, Photon Plus and Photon Pro Wireline Broadband. Tata Indicom subscribers will also be able to find relevant information on services like bill payment, tariff plans, promotions, etc. on the portal. At the same time, they will also have access to the best online content and communication services through Yahoo!’s flagship properties like Yahoo! Mail, Yahoo! Search, Yahoo! News, Yahoo! Cricket, Yahoo! Mobile, etc. The Yahoo! India homepage already attracts around 3 million consumers every day (Source: comScore April’09). Mr. Gopal Krishna, Vice-President and Head of Audience (Emerging Markets), Yahoo!, said: “Tata Teleservices’ fast-paced growth makes this partnership strategic and special for Yahoo! India. Providing world-class online content and services to a consumer on the go is integral to our growth. This partnership opens a brand new opportunity to deliver the best of Web content and services, anywhere and everywhere.” Under this partnership, when a new Tata Teleservices customer logs in to the Internet usingany Tata Indicom Internet access device or service, he/she will see a cobranded Yahoo! Indiahomepage with ready access to all Yahoo! services. “Our partnership with Yahoo! India is first of its kind in the telecom space in India. This alliance will allow Yahoo! to reach a wider audience in the Internet and digital spaces, and gain access to a captive user base to create not only a deeper connection with users, but also deliver a seamless user experience across platforms,” Mr. Lloyd Mathias, Chief Marketing Officer of Tata Teleservices Limited, said. “Tata Indicom’s Internet and data services product lines are the best in the industry and this joint initiative will open up potential avenues to extend the popularity of co-branded portals to audiences globally,” he added. Mr. Zubin Jimmy Dubash, Assistant Vice-President (Value-Added Services), Tata Teleservices Limited, was instrumental in putting the TTSL-Yahoo! alliance in place. He said: “Tata Indicom is leading the way in delivering Next-Gen services and creating a new benchmark for convergence and data services. Our continued customer focus and

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emphasis on delivering the best experience and value to users is driving a new era of true convergence with the help of internet partner like Yahoo”. About Yahoo! India: Yahoo! India (www.yahoo.in), launched in June 2000, has established itself as the pioneering and leading Internet portal providing value added services for Web users in India and users abroad with special interest in India. Yahoo! India seeks to provide a compelling web experience to Internet users. A full range of tools and marketing solutions from Yahoo! India help businesses connect with Internet users and make it a ‘must-buy’ partner of choice for advertisers, globally. Yahoo! India also offers an array of communications, commerce and content services that serve as a starting point for online needs of Internet users. . Tata Teleservices crosses the 4 million customer mark
Tata Teleservices (TTSL) crosses the 4 million subscriber mark.

India’s youngest national telecom player increases wireless market share to 16 per cent during the month of April. Within the CDMA wireless segment, TTSL achieves a cumulative market share of 24 per cent. TTSL records a consistent increase in subscriber base and market share, month by month.
India today. Tata Indicom is amongst the fastest growing brands in

Tata Teleservices, one of India’s premier mobile and fixed service providers, today announced that they have crossed the 4 million subscriber mark. This is a major milestone for India’s youngest national telecom player. In a major achievement, Tata Teleservices have also climbed to the 3rd position slot in terms of incremental market share in the wireless market for the month of April 2005. With a national market share of 16 per cent, which is the third highest during the month of April, Tata Indicom has truly come of age. Tata Teleservices in now present in over 1,200 towns across 20 circles of the country. In its 12 new circles, where operations commenced only a few months ago, the company has achieved a market share of 28 per cent in April 2005, compared to just 8 24 Rourkela Institute of Management studies

per cent in January 2005. This clearly indicates that brand Tata Indicom is surging ahead, and is today one of India’s fastest growing telecom brands. Speaking on the occasion, Vinayak Deshpande, president — operations, Tata Teleservices, said, “We are overwhelmed by the response shown by the customers to our mobile and fixed telecom services and we would like to thank each one of our customers for having expressed their faith in us. This response is testament to our belief that we deliver the best value and the highest quality of service to all our customers.

Catalyst for change In order to build its customer base, the TTSL management understood the need to have robust infrastructure in place to ensure quality customer service.This was to be a key differentiator for TTSL in the competitive landscape it was operating in. This was also a compelling need for the private sector service provider, as customer expectations were very high.The TTSL management had the foresight to realise the potential of leveraging customer interaction to attract, maintain and enhance the lifetime value of the customer. The growth and wide acceptance of the service presented TTSL with an excellent opportunity to use customer interaction to enhance customer relationships as well as leverage the opportunity to up sell and cross-sell new products and offerings. To meet the strategic objectives of the customer care experience there was a need to have integrated processes and systems in place to:Ensure that customers could access and get information about various services easily. Provide quick and accurate resolution of customer requests. Meet all the commitments. Get things right the first time, all the time. Constantly find ways to reduce costs and increase productivity to generate and safeguard company revenues and profitability.

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The solution The way forward was a challenge by itself—there were plenty of tools providing pointsolutions. The functional teams did not have a good understanding of technology. There were multiple CRM vendors to be considered. After establishing the fact that no single tools/vendors could provide a best-in-class, end-to-end solution, there arose the need to evaluate a credible systems integrator. The company was also not clear about the investment needed. The evaluation by TTSL included getting multiple vendors to respond to detailed functional requirements, solution presentations, demonstrations and site visits. After a thorough techno-commercial evaluation, TTSL chose Oracle CRM tools. It was expected that Oracle CRM, part of the Oracle E- Business Suite, would accelerate the achievement of customer service objectives. A successful implementation also called for. TTSL chose sister concern Tata Consultancy Services (TCS) to implement Oracle CRM.

COMPANY STATEMENT Vision:“Trusted services to 100 million happy customers by 2011.” Mission:“To empower every Indian to connect with the world affordably.” Values: Fairness through Meritocracy  Trust based on Accountability  Tenacity For Results 26 Rourkela Institute of Management studies

 Pioneering Spirit  Excellence in Execution  Leadership with Humility

TTSL EMPLOYEES BELIEVE IN BEING

“CRISP”

Customer Focus

Result Orientation

Initiative with Self Speed Confidence 27 Rourkela Institute of Management studies

Passion for Achievements

PRODUCT OF TATA INICOM The entire range of Tata Indicom Products: Postpaid Mobile, Prepaid Mobile (True paid), Fixed Wireless (Walky), Calling cards, Broadband & accessories.

   

Mobile Walky Landline Internet and Broadband 28 Rourkela Institute of Management studies

   

V.Data Lease Line PRI (Primary Rate Interface) BRI (Basic Rate Interface)

Mobile Enjoy the Tata Indicom advantage nationally & internationally. Tata Indicom is offering its CDMA mobile services that will provide users with the very best in voice, data and roaming services. In order to ensure simplicity of the offerings, Tata Indicom is offering customers an attractive "Single Rate Plan" — among the best-postpaid tariffs in the country.

Walk In today’s world where there are more mobiles than landlines, your requirement to call mobiles will be greater. Hence it makes sense to have a home phone that can call Mobiles at a cheaper rate. In addition to excellent call charges, Walky offers pioneering features like Line Hunting, Pooling, Voicemail and High-speed Internet Access & will ensure that you save the maximum Features • • • Savings on monthly bills by paying just landline rates Roam at home Retain your number even when you change home or office 29 Rourkela Institute of Management studies

• • • • • • • • • • • • • • • • • • • • • • •

Get a quick connection Enjoy voice based Infotainment services* Avoid suffering dead phones or irritating linesmen Book a connection from the comfort of your home Bar all calls except to select numbers Prevent misuse with the Key Pad Lock Dial up through an in-built modem Surf the Internet at high speeds Receive calls when on the Internet (not during data transfer) See who's calling with CLI (Caller Line Identification) Get Missed Call details Send and receive SMS Store family and friends numbers in the in-built phone book Get Receiver Off-hook Alarm Receive calls when receiver off-hook (after the alarm period) Avail Hotline with timer facility Select from 10 in-built ring tones Get alerts for unread messages Talk more with 2 hours talk time & 24 hours standby time Track calls with the Call Log Register Make an emergency call, even if your phone is disconnected Install the phone without disfiguring your walls Control cost with per minute alerts

Land Line Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cable-based backbone. Global standard today, fibre-optic cables enable our network to handle higher capacities of load 30 Rourkela Institute of Management studies

as compared to ordinary cables and at much higher transmission speeds. This gives you trouble-free and faster connectivity. Enjoy greater voice clarity and say goodbye to excessive billing.  Tata Indicom Phone Connections Advantage  Superior voice clarity  Instant and hassle - free connections  Accurate billing  Secure and tamper - proof lines  Responsive and friendly service  24 x 7 friendly customer service

Benefits and Features  Seamless voice quality  Quick installation & 24X7 support  Different flavor of tariff plans to suite business & personal requirement.  High speed internet access  Internet Ready – Inbuilt post-paid Internet access. Every wireline connection is Internet ready.  Host of value added services: Call Waiting, Call Forwarding, Call Hunting, 3-way Conferencing, Voice mail services.  Connect to any Fax machine, EPABX and Bank Swipe Terminals.  See who's calling with CLI (Caller Line Identification)  Get Missed Call details  Store family and friends numbers in the in-built phone book 31 Rourkela Institute of Management studies

 Dial frequently called numbers from memory and save time  Speaker Phone

Internet and Broadband Simple way to access internet wherever you are.

Internet made its entry in India in the year 1995 when VSNL (Videsh Sanchar Nigam Limited) started with dial-up connections. The first five years of internet in India could be defined as an incubatory stage where speeds were limited to maximum of 64 Kbps ISDN. Initially and even today most of the home users used to access internet over 28.8 K and 56 K modems. Using internet over phone connection with a modem has two 32 Rourkela Institute of Management studies

disadvantages, first the phone line is blocked and then one is subjected to pay the regular call charges. This syndrome still exists today with the home users but they still prefer using internet through 28.8 K-56 K modems at home. This situation means that there is a huge potential for Broadband service providers to attract customers for their services but only at prices which are affordable. Always on connectivity will help users (both home and corporate users) to keep their phone lines free and avoid call charges. V.Data V.Data card (for laptops) Simply slip in a V.Data card into your laptops PCMCIA slot.

Plug 2 surf (for desktop & laptops)

Simply plug it into the USB slot of your laptops/desktop and get connected from the comfort of your home, office or whenever you are to the internet. Send and receive emails, surf the net, make /receive voice call or send/receive SMSs at high speeds. Lease Line Lease line: Lease line is direct and point to point data connectivity between two points. It can be used to carry data securely based on the quality of service defined by customer router. It offers  High uptime  Dedicated bandwidth. 33 Rourkela Institute of Management studies

 Absolutely secure link  Always on connectivity  Un limited bandwidth can be provided  Billing is based on bandwidth ordered per year. PRI (Primary Rate Interface) PRI: Primary Rate Interface is service offered on Integrated Services Digital Network. It comprises of 30 channels of 64 kbps for communication and one channel for signaling. The service is given on 2Mbps E1 line. The service can be used for Voice communication, Video Conferencing and back up for lease line.

Feature and Benefits  Digital Crystal Clear voice/data channels.  Neat and clean wiring.  30 channels of external and unlimited internal channels of communication on single line.  Effective zero rental plans with low pulse rate for Local and STD.  Video conferencing and Voice capabilities.  Facility of Direct Inward Dialing/ Direct Outward Dialing/Pilot no calling and Hunting for Voice communication.  Fax facility is available BRI (Basic Rate Interface)

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BRI: Basic Rate Interface is service offered on Integrated Services Digital Network. It comprises of 2 channels of 64 kbps for communication and one channel for signaling. The service can be used for Voice communication, Video Conferencing and back up for lease line. Feature and Benefits  Digital Crystal Clear voice/data channels.  Neat and clean wiring.  2 channels of external channel can be cubed to have bandwidth of 128Kbps of communication on single line.  Effective zero rental plans with low pulse rate for Local and STD.  Video conferencing and Voice capabilities.  Fax facility is available

ORGANISATON STRUCTURE OF TTSL

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REGIONAL HEAD KOLKATTA

BUSINESS ENTERPRI SE BUSINESS SERVICES HIGH NETWO RTH INDIVID UAL CONSU MER MARKET ACCESS BUSINE SS UNIT BRAND RETAIL BUSINESS UNIT IMPROVEMENT GROUP (Business Excellence)

SUPPLY CHAIN MANAGEME NT

NETWORK AND TECHNOLO GY

INFORMATI ON TECHNOLO GY

FINAN CE

LEGALAND SECRETARI AL

HUMAN RESOURCE AND SUPPORT SERVICES

TEST

TC

SME

MARKETING COMMUNICA TION

COCP

IOIP

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CHAPTER – 4
INTRODUCTION OF PROJECT OBJECTIVE OF STUDY SCOPE OF STUDY PURPOSE LIMITATION METHEDOLOGY

INTRODUCTION OF THE PROJECT

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A large population, low telephony penetration levels, and rise in consumer income and spend owing to strong economic growth have contributed to making India the fastestgrowing telecom market in the world. In current scenario telecommunication is one of the fastest medium of communication and one of the fastest growing sector. Post globalization and liberalization economic policies in India have provided ample opportunities to public and private enterprises to enhance their competitiveness. With the opening up of the economy, Indian corporate sector has started facing stiff competition, not only from their domestic counterparts but also from multi national companies. In such a changed and dynamic competitive landscape, Indian enterprises have to adopt innovative strategies which would enhance their market share as well as increase revenue. This project study helps in knowing the telecom expenditure of different in Jamshedpur market. It also helps in knowing about the opportunities of TTSL’s corporate plan Nano. This project study helps in making strategies for the sale of Nano plan and it also tells about the presence of TTSL and its competitors in the Jamshedpur market.

Competitors of TTSL in different SME’s and corporate houses of Jamshedpur.  BSNL 38 Rourkela Institute of Management studies

 AIRTEL  RELIANCE  VODAPHONE  IDEA  AIRCEL OBJECTIVE OF THE STUDY: 1. The main objective of the present study are as follows: To identify the nano enterprises in Jamshedpur market.  To know about the opportunities of TTSL’s new corporate plan.  To know about the presence of TTSL in Jamshedpur market.  To know about the different competitors of TTSL.  To know the factors which can be cause of increase in sales.  To find out the problems and needs of the customers.

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SCOPE OF THE STUDY:

The study is confined to monthly expenditure of different SME’s and corporate of Jamshedpur market and the presence of TTSL and its competitors in Jamshedpur. The study is an attempt to analyze the opportunities for TTSL’s new corporate plane nano in different SME’s and corporate houses of Jamshedpur. From this we can know what the percentage of market covered by which companies and what further strategies should be made for the marketing and sales of the new product. This information will help to TTSL in coming with the better and attractive scheme in the market. The most important thing is that this report will help TTSL in increasing the market share with revenue. The untapped market as well as new requirement can also be found in different SME’s and corporate houses of the city through this report.

PURPOSE

The purpose of preparing the questionnaire is to help the management academia, young entrepreneurs and future industry managers in understanding key drivers of marketing and sales strategies.

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LIMITATIONS OF THE STUDY

Every research study has its own limitation. So limitation of this study may be:
 Survey is based on only Two hundred twenty companies.  Questions might have confused to the respondent in certain area.  Total monthly expenditure information has been taken on average basis.  Time constraint was a major limiting factor.  The busy schedule of some professionals, managers and officers restricted the researcher to be satisfied with distributing a lesser number of questionnaires to them.

METHODOLOGY

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Defining the Objectives: The researchers as a part of research project primarily define the objectives of the project under the guidance of the Project guide, so that in the light of the project objective we can go ahead and achieve the objectives.

SOURCES OF DATA: Primary sources of data refer to data collected directly from the market place. There are often reliable data sources and help in overcoming limitation of secondary data.

DATA COLLECTION: Primary Data   Questionnaire Personal Interview and Discussion

The methodology adapted for doing this project encompasses a detailed study of primary source of information in order to find out the monthly expenditure of different SME’s and corporate houses of Jamshedpur market. This was done through questionnaires filled up by the lower and middle management employees of different SME’s and corporate houses which included officers of different companies.

Secondary Data The secondary data was collected from the manuals, magazines, internet, annual, quarterly report, and the like supplied by the organization and other published sources. 42 Rourkela Institute of Management studies

STEPS OF METHADOLOGY • • • • • • • Selecting the sample size. Select the different SME’s and corporate houses in Jamshedpur. Prepare the questionnaire. Visit all twenty companies and collect the information. Calculate the total monthly expenditure of different companies in Jamshedpur. Calculate the market share of TTSL and its competitors. Analyze the data and find out the monthly expenditure of different SME’s and corporate of Jamshedpur market and the presence of TTSL and its competitors in Jamshedpur.

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CHAPTER – 5
DATA ANALYSIS & INTERPRETATION COMPARETIVE ANALYSIS SWOT ANALYSIS

DATA ANALYSIS AND INTERPRETATION
1. Registration of the Companies.
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Category Yes No

No. of Company 214 6

 The above graph shows that the maximum no. of companies are registered companies.

 As it is shown about 97% of the sample size are registered companies and about 3% are not registered.

 This tells that there is much more opportunities for the TTSL’s new nano plan.

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2. Employee’s strength of the organizations.
Category Less than 5 5 to 15 16 to 30 31 to 50 51 to 100 101 to 200 Above 200 Employee’s strength 77 64 20 38 13 4 4

 The above graph shows the employee’s strength of different organizations.

 The organizations of above 200 employees strength are 2% of the total sample size.

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 As the organizations of above 200 employees strength are very less, this shows that there is a great opportunities for the TTSL’s new corporate plan nano.

3. Number of phone connections used by the companies.
Category Less than 5 5 to 10 11 to 20 21 to 50 51 to 100 Above 100 No. of phone connections 70 100 42 3 3 2

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 As it is shown in the graph that 32% of the companies are having less than 5 no. of connection.

 But the rest of the rest 68% of the companies are having more than 5 no. of connections. So, there is a great opportunity for the penetration of TTSL.

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4.

Type of phone connection in the companies.
Category Prepaid Postpaid Both Type of phone connections 5 44 171

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 The above graph shows the types of phone connection different companies are using.

 Most of the companies about 78% of the sample size are using both prepaid as well as postpaid connections

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5. Different type of phone used in the companies.
Types of phone Mobile Landline Wireless No. of companies 197 (220) 213 (220) 32 (220)

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 The above graph shows the different types of phones used by the no. of companies.

 Moreover we find that the maximum no. of companies are using mobile and landline phones for communication and some of the companies are also using wireless phones.

6. Phones of different operator services used by the no of companies.
Different operator services Airtel BSNL Tata Indicom Aircel Reliance Idea Vodafone No. of companies 24 195 120 0 133 4 10

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 The above graph shows the presence of different Telecom service providers in the Jamshedpur.

 It also shows the Performance of different competitors of TTSL in the market and opportunities for the TTSL’ nano plan.

7. Customers satisfaction with the telecom operators services.
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Customers satisfaction Category Yes No No. of companies 163 53

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 The above graph shows the satisfaction level of the customers using different telecom operators services.

 It also shows the opportunity for the TTSL on the unsatisfied customers.

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8. The reasons for which the customers are not satisfied.
Reasons Connection Network Call rates Any other No. of company 3 47 0 2

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 The above graph shows problems of the customers by using the services of different telecom operators.

 Maximum customers faces the network problem.

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9. Total monthly expenditure of different companies on Telecom.

Monthly expenditure (in Rs.) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 200000 20000 to 30000 Above 30000

No. of companies 7 64 91 35 16 6 1

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 The above graph shows the monthly telecom expenditure of different companies.

 About 41% of the companies have their monthly telecom expenditure between Rs. 2500 to 5000 and 29% spent between Rs. 1000 to 2500.

 So, there is a great opportunity for TTSL’s nano plan.

10. Different kind of usage of phone in the companies.
Different usage of phone Local call STD call ISD call No. of companies 220 (220) 215 (220) 16 (220)

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SMS Internet

7 (220) 165 (220)

 The above graph shows the different usage of phone in different companies.

 In maximum no. of companies phones are used for local and STD calls.

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 Internet is also used in many companies.

 It shows that there is a great opportunity for TTSL’s nano plan.

11. Monthly expenditure of different companies on local calls.
Expenditure on local calls (in Rs.) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 20000 20000 to 30000 Above 30000 No. of companies 7 72 97 28 15 1 0

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 The above graph shows the monthly expenditure of the companies on the local calls.

 Maximum no. of companies spent between Rs. 2500 to 5000 on the local calls and about 33% of companies spent Between Rs. 1000 to 2500 on local calls.

 It shows there is a great opportunity for TTSL’s nano plan.

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12. Monthly expenditure of different companies on the STD calls.
Expenditure on STD calls (in Rs.) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 20000 20000 to 30000 Above 30000 No. of companies 99 68 35 8 5 0 0

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 The above graph shows the monthly expenditure of the companies on the STD calls.

 Maximum no. of companies spent Less than Rs. 1000 on the STD calls.

13. Monthly expenditure of different companies on the ISD calls.
Expenditure on ISD calls (in Rs.) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 20000 64 Rourkela Institute of Management studies No. of companies 10 3 2 0 1

 The above graph shows the monthly expenditure of the companies on the ISD calls.

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 Maximum no. of companies spent Less than Rs. 1000 on the ISD calls.

14. Monthly expenditure of different companies on the Internet.
Expenditure on internet (in Rs.) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 20000 20000 to 30000 Above 30000 No. of companies 83 65 13 2 1 0 1

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 The above graph shows the monthly expenditure of the companies on the Internet.

 Maximum no. of companies spent Less than Rs. 1000 on the Internet.

15. Average expenditure on telecom devices used different companies.
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Expenditure on telecom devices (in Rs.) Less than 2000 2000 to 3000 30000 to 5000 5000 to 10000 Above 10000

No. of companies 163 35 5 1 7

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 The above graph shows the Average expenditure of the companies on the telecom devices.

 Maximum no. of companies spent Less than Rs. 2000 on the telecom devices.

Comparative Analysis: Analyzing the Product and Competition Analyzing Competition: Competition analysis is an integral part of industry analysis. It forms a key component in industry structure and industry attractiveness. Through the analysis of competition we can know the strength and weakness of competitor’s product. MARKET FORCES THAT DRIVE THE MARKET AND BUSINESS POTERS FIVE FORCE MODEL

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n

Bargaining power of
competing, which barriers do exist. TTSL.

 Entry of competitors:- How easy or difficult is it for new entrants to start Entry of VODAPHONE and IDEA is a concern of a bit more on service by TTSL is in growth stage and it has provided better Service, it makes difficult for the new entrants to start.  Threat of substitutes:- How easy can a product or service be substituted, especially made cheaper. 70 Rourkela Institute of Management studies

SUPPLI ER

C Ri t

TTSL has one of the lowest tariff calls. By launching Black Berry it has an extra edge.  Bargaining power of buyers:- How strong is the position of buyers. Can they work together in ordering large volumes. There are so many competitors in market so buyers are having options like- Airtel, BSNL. Vodafone, Reliance. Aircel, Idea.  Bargaining power of suppliers. How strong is the position of sellers. Do many potential suppliers exist or only few potential suppliers, monopoly? There is no monopoly in the industry or in the market by a company. Rivalry among the existing players:- Does a strong competition between the existing players exist? Is one player very dominant or are all equal in strength and size. There are only BSNL, AIRTEL, RELAINCE, VODAPHONE, AIRCEL and IDEA as competitors. TTSL has captured 74% of market so it has an extra edge on competitors in Tata group of companies in Jamshedpur. The rivalry among existing players is the other source of competition in an industry. This can be easily understood. This is what normally referred to as competition. And it is obvious that for any player the existing competitors in the industry the prices as the costs of competing in the industry costs which they have to invest in plant, product development advertising sales force etc.

SWOT Analysis

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STRENGTH: Strength of Tata brand and innovative marketing and services  Huge wireless subscriber potential  Fastest growing mobile market in the world  Consumers are ready to pay for cutting edge services  Government proposes to hike FDI limit in Telecom to 74%

OPPORTUNITY:

 Mobile Internet services  Content influenced but local culture and Global success stories  M-Commerce  Unified messaging platforms  Foreign investment in form of equity or technology

WEAKNESS: A new market that needs to be excavated  Lowest call tariffs in the world  Market strongly regulated by Government body – Governing both ISP and Telecom sectors  Too many authorities ruling the sector

THREAT:

 Others who would also be looking at the markets  Software and digital content Piracy  Political instability  Regulatory interference

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CHAPTER – 6
FINDINGS SUGGESIONS CONCLUSION

FINDINGS  It is been observed that about 41% of different companies spent a monthly telecom expenditure between Rs. 2500 to 5000.  It is being observed that about 97% of the different SME’s and corporate houses of Jamshedpur market can be called as Nano enterprises. 73 Rourkela Institute of Management studies

 It is also been found out that the position of Tata Indicom in the market is 3rd after BSNL and Reliance.  The observation shows that maximum no of companies are using landline phones.  This observation shows that about 64% of different are having an employee strength upto 15.  It is also been found out that about46% of companies are using 5 to 10 no. of phone connection.  It is been observed that about 78% of different companies are having both prepaid as well as postpaid connection.  It is been observed that about 75% of companies are satisfied with whatever telecom service they are using.  And among the unsatisfied customers 90% are unsatisfied because of the network problem.  It is been found out that most of the companies spent maximum on local calls.  It is also been observed that about 77% of companies has spent Rs. Less than 2000 on different telecom devices.  Some of the companies believe that by stopping the misuse of phones the telecom expanses of company could reduce.  Most of the companies believe that by using new corporate plane their telecom expanses could reduce.

SUGGETIONS  There is a need of aggressive marketing of the new corporate plan. 74 Rourkela Institute of Management studies

 To decrease the numbers of complains in monthly billing there is a need of awareness in customers about billing system.  There should be regular visits by service department to corporate customers. This will build good relationship and generate more business.  New schemes should also be introduced to attract customers.  The handsets should be of better quality and of less cost.  There should be awareness in corporate how they can reduce their monthly billing by using Tata Indicom mobile with lowest tariff plan, which will reduce the over all cost even if they buy a new hand set of Tata Indicom.

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CONCLUSION

I have been putting an arduous effort to make this valuable dissertation project a success. Till date whatever data I have collected and explained from that I must say that TTSL has a great opportunity in the corporate field of Jamshedpur. After analyzing different SME’s and corporate houses of Jamshedpur, I can say that each and every company wants to reduce their telecom expanses and they are in need of such types of corporate plan. It shows that there is a great opportunity for TTSL’s corporate plan. Corporate customers are very much sensitive about service so regular visit of service department can satisfy the customers and this kind of service can increase the business. With the perfect marketing and sales strategies market share as well as revenue can be increased by focusing on high volume users. There are lots of opportunities for TTSL in different SME’s and corporate houses in Jamshedpur.

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BIBLIOGRAPHY: BOOKS:Philip Kotler “Marketing Management” Pearson Education, Saxena Rajan “Marketing management” TATA McGRAW HILL,New Delhi,2007. Kothari C. R. “Research Methodology” New Age International Publisher, New Delhi 2005. JOURNAL: Indian Journal of MARKETING: Volume-XXXVIII, Edition-September, 2008

WEBSITES: www.Tata.com

 www.snap.com  www.ttsl.co.in
 www.google.co.in

 www.tataindicom.com
 www.ciol.com  www.financialexpress.com  www.thehindubusinessline.com  www.domain-b.com  www.hinduonnet.com  www.bixee.com  www.livemint.com

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

APPENDIX CMO (Complete Mobility) PRI (Primary Rate Interface) BRI (Basic Rate Interface) LL (Lease Line) GSM (Global System Mobile Communication) CDMA (Code Divisional Multiple Access) CLIP (Caller Line Identification) COCP (Corporate Own Corporate Paid) IOIP (Individual Own Individual Paid) SME (Small Media Enterprise) TUP (Tata Unity Plan) TC (Top Corporate) TEST (Tata Eco System Thrust) ISDN (Integrated Service Digital Network) PCO (Public Calling Office) STD (Subscribes Trunk Dialing) ISD (International Subscribe Dialing) DST (Direct Sales Team) DSA (Direct Sales Associates) THU (True Value Hub) TUS (True Value Shop)

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

Topic “Study on Telecom Expenditure of Different types of SME’s in Jamshedpur market”

Questionnaire
Name of the company: Name of the owner: Sister Concern: Contact no:

Pleas mark (√) on the options which you think is correct according to the question. 1. Is your company is a registered company? a) Yes ( ) b) No ( ) 2. What is the employee’s strength of your organization? a) Less than 5 ( ) b) 5 to 15 ( ) c) 16 to 30 ( ) e) 51 to 100 ( ) e) 100 to 200 ( ) f) Above 200 ( ) Do you have any phone connections? a) Yes ( ) d) 31 to 50 ( )

3.

b) No ( ) c) 11 to 20 ( ) f) above 100 ( )

4.

What is the number of connections you are using? a) Less than 5 ( ) b) 5 to 10 ( ) d) 21 to 50 ( ) e) 51 to 100 ( ) Which type of connections are you using? a) Prepaid ( ) Which type of phone are you using? a) Mobile ( ) b) Landline ( ) ) Which operator service are you using? a) Airtel ( ) b) BSNL ( ) e) Reliance ( ) f) Idea ( ) Are you satisfied with your telecom operator? a) Yes ( ) If no, what is the problem? a) Connection ( ) b) Network ( ) ( )

5.

b) Postpaid ( )

6.

c) Wireless

( )

d) Walky Talky (

7.

c) Tata Indicom ( ) g) Vodafone ( ) b) No ( ) c) Call rates ( )

d) Aircel ( )

8. 9.

d) Any other

10. What is the monthly expenditure on your phones (in Rs.)? a) Less than 1000 ( ) b) 1000 to 2500 ( ) d) 5000 to 10000 ( ) e) 10000 to 20000 ( ) 11. What is the kind of usage you are having (usage in %)? a) Local ( ) b) STD ( ) d) SMS ( ) e) Internet ( )

c) 2500 to 5000 ( ) f) 20000 to 30000 ( ) c) ISD ( )

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

12. What is the likely expenditure on the calls? Calls Local STD SMS ISD Internet 13. What is the average expenditure on existing telecom devices? a) Less than 2000 ( ) b) 2000 to 3000 ( ) d) 5000 to 10000 ( ) e) 10000 and above ( ) Less than 1000 1000 to 2500 2500 to 5000 5000 to 10000 10000 to 20000 20000 to 30000 30000 and above

c) 3000 to 5000 ( )

14. What are your suggestions to reduce telecom expenses of any company?

Thank you for your co-operation.

Signature: _______________

Date: _____________

THANK YOU

ROURKELA INSTITUTE OF MANAGEMENT STUDIES

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