A

Report
On
“SERVICE MANAGEMENT II”

Submitted By,
ZEEL CHOKSI( 3181)
DHWANI JARIWALA (3203)
BHAVYA KOTHARI (3212)
JUHI SHAH( 3237)
KANIKA SHAH (3238)
NEHA SINGHAL (3241)

Submitted to,
Mrs. Yashvi Naik

DATE OF SUBMISSION
21-03-2014

In Partial Fulfillment of the requirement of the subject
In Third Year (SEM VI) BBA Programme

NAVNIRMAN INSTIUTE OF MANAGEMENT
(NIM-BBA COLLEGE), BHARTHANA SURAT.
2013-2014


REVENUE MANAGEMENT IN TELECOM SECTOR

Revenue management has always been one of the most crucial areas in each
communications service provider’s business. Assuring great customer experience, offering
innovative services and shortening time to market all have something in common by aiming
towards what is always the ultimate goal – generating new revenues while controlling costs.
Constantly evolving product portfolios of communication service providers has led billing
and charging processes to become increasingly complex, as well as all revenue sources and
channels to become more controlled. New services and product bundles are more difficult to
price. To maximize return on investment in networks and new marketing offers, service
providers focus on real time functionalities in their billing and charging processes. At the
same time, customers are becoming more aware of what they pay for, so they want their
bills to match the charges they expect.
Comarch provides you with a toolset of scalable, powerful products for conducting all
your revenue management processes. No matter if it is prepaid or postpaid, data, voice or
content services – whatever it is, you need to bill and charge for, we have got the right tools.
With these products you will be able to assure billing process accuracy, achieve great
processing of even the biggest amount of billing data, benefit from real-time functions:
 Convergent Billing
 Service Controller Module
 BSS Mediation
 Voucher & Top-Up Management

Benefits:
All components developed in house –shorter delivery times, better quality and more secure
deployment
Pre-integration of all modules with Comarch Product Catalog Management
Unified data modelfor reference data and product catalog - short time to market, easy system
management and configuration
Exceptionally efficient processing engine – for mass and real-time, rule-based data
processing
Service agnostic and multi-industry rating, charging and billing
Customizable business processes flows configured in the development or implementation
process

INTRODUCTION:
YOU Broadband & Cable India Limited is a broadband internet service provider
operating in India, based in Mumbai. YOU Broadband provides broadband Internet
access over hybrid fibre-coaxial (HFC) in over 13 cities in India and has a customer
base of over 600,000 residential and corporate customers. YOU Broadband is a part
of the British Gas group. E V S Chakravarthy is CEO of YOU Broadband.
Iqara Telecoms India, formerly with British Gas and now majority owned
by Citigroup Venture Capital International, has changed its name to You Telecom
YOU Broadband offers high-speed data, voice and video services through the
Internet. Primarily, it offers high speed Internet services to residential, corporate and
SME customers. For corporate and SME customers YOU offers dedicated leased line
to enable them to send huge amounts of data. It is the first private ISP to announce 2
Mbps plans in 2007 when Government made it mandatory for all ISPs to provide the
service.
It is one of the few companies along with the large telcos capable of offering Triple
Play services. This means, through one connection customers can access broadband,
make voice calls through Internet (VoIP) and watch videos. YOU offers these
services to individual customers in their residences and to corporates. With an active
broadband customer base of around 100,000 YOU is truly poised to be a major player
in the Triple Play space.

Teamwork
 We strongly believe that best solutions come when working together with colleagues
and customers.
Listen to and respect each other whilst working together to achieve mutually
beneficial results.
Check with colleagues when unsure and take their help when needed.
 Conflict is brought out into the open and dealt with
constructively until all parties are satisfied with the result OR
resolved according to agreed guidelines.
Excellence
 Always strive to deliver what we promise both to internal and
external customers.
 Create an environment of continuous learning and
improvement that enhance quality of work force leading to
better customer experience.
Leadership
 A visionary, courageous and inspirational leadership is core to
our business.
 It helps us lead with clients, lead with people and above all
attain thought leadership.
 We believe in creating young leaders at all levels of the
hierarchy.
Ownership
 A vital element responsible for internal and external customer
good will is ownership of actions and deliverables.
 Each of us is fully accountable for retaining our customers
ensuring repeat business.
Customer Service
 Customer is the reason for our existence and serving them is
our motto.
 Always ensure he/she is completely satisfied with our policies,
terms, conditions and bill statements.
 We make it a point to take his/her suggestion to serve better.


YOU offers a variety of Value Added Services to its broadband customers:
YOU Play - online gaming service with over 100 new games added every month. Content
provided by Indiagames, Kreeda games etc.
YOU Learn - online education service for school and college students powered by 24x7
Guru.
YOU Call - Internet Telephony, allows making international calls at low rates.
YOU Fone - A telephone that uses broadband connection to make ISD.



SERVICE QUALITY
• Service quality refers to innate excellence that marks towards uncompromising
standards & high achievements.
• It is also refers that quality of service lies in the eyes & values of beholder.
• In You Telecom service quality is judge on customer satisfaction , & their feedbacks
are appreciated & followed up for further improvements.

DIMENSIONS OF SERVICE QUALITY
• Reliability: Perform promised service dependably and accurately
• Responsiveness: Willingness to help customers promptly
• Assurance: Ability to convey trust and confidence
• Empathy: Ability to be approachable
• Tangibles: Physical facilities and facilitating
goods
GAPS MODEL


MEASURING AND IMPROVING SERVICE QUALITY
• Identification of gaps
• :Customer care call logs Customer feedback
• Employees inconvenient for solving customer problems.

SERVICE PRODUCTIVITY
• Soft Measure:
In You Telecom it is done through trouble shooting methods i.e. mainly focusing on
reasons behind customers dissatisfaction through reviews.

• Hard Measure:
Leaving behind all existing Wi-Fi network, You Telecom brings truly Wi- Max
implementation in city. This provides assured uptime and reach over the net
experience to User.

MANAGING DEMAND

To manage demand fluctuation YOU TELECOM provides certain packaging criteria to the
customers.




MANAGING CAPACITY
• Part-time employees: Broadening the staff
• Employees work overtime.: bonus Peak-time operating procedures through Different
packages.
• Cross-training of employees.
• Increase customer participation. Best possible service through self service criteria.

YIELD MANAGEMENT
• The process of allocating the right type of capacity to the right kind of customer at the
right price so as to maximize revenue.
• Yield=Actual revenue /Potential revenue
• Where actual revenue = actual capacity used times average actual price and Potential
revenue = total capacity times maximum price

IMPLICATION OF YIELD MANAGEMENT SYSTEM
• Identification of customer base using segmentation process.
• Develop awareness among manager regarding change in customer needs &
preferences.
• Make managers responsive to changing market conditions – demand
seasonality/variation
• Estimating price elasticity of demand for each market segment.


CHALLENEGES AND RISK OF USING YIELD MANAGEMENT SYSTEM
• Loss of competitive focus.
• Customer alienation.
• Employee morale problem.
• Incompatible incentive and reward systems.
• Lack of employee training.
• Inappropriate organization of the yield management function.

MANAGING WAITING LINES

• Increases their employees, so that their complaints from the customer are solve
quickly.
• Implementing operational queue for customer at customer care based on single queue
i.e. first come first serve criteria.
• They give online service facility.