LOVELY PROFESSIONAL University
SUMMER TRAINING PROJECT REPORT
TATA COMMUNICATIONS INTERNET SERVICES LTD.
SUBMITTED TO: Mr.Sachin Chaturvedi Branch Manager TCISL SUBMITTED BY: Manisha narang BBA(3rd SEM) Lovely professional university
Any accomplishment requires efforts of a lot of people & this work is no exception. I feel privileged to Mr.Sachin Chaturvedi, Branch Manager of Tata Communications Internet Services Ltd, Chandigarh without whose able guidance, Co-operation & Supervision the present study could not have taken its present form. I wish to thank as well as Mr.Vikas Kapoor (Territory network manager) for his inspiration & valuable suggestions during this study. I wish to thank Mr. Varun Sharma(CS Executive),TCISL for his suggestions & encouragements from time to time. My thanks are due to all the employees of Tata Communication Internet Services Ltd ,Chandigarh for their help & support. I would also thank my parents, my friend Akashdeep Singh & Anshu Girdhar for their support & encouragement.
TABLE OF CONTENTS
Chapter No. Ch.-1.0 Ch.-2.0
1.1 1.2 1.3
Executive Summary………………………….4 Research Methodology……………… ……....6 Primary Objective(s)…………………..6 Scope of the Study…………………….7 Limitations…………………………….7 Introduction to industry……………………....8 Introduction to Tata group……………………12 Management of Tata group……………...13 Its companies……………………………15 About TCISL………………………………….19 History of TCISL………………………...19 Company Profile……………………….....20 Organisation structure………………….....25 Customer service department………………….26 Introduction……………………………….26 Experience of customers……………………….27 customer problems…………………………28 Resolution process(connectivity issues)…...29 Resolution process(billing issues)……..…..30 Resolution process(other problems)….........31 Suggestions………………………………...32 TATA comes with WIMAX…………………..36 Introduction To WIMAX……….....………37 Acceptance of WIMAX………………………..43
Ch.-3.0 Ch.-4.0 1.1
Ch.-5.0 5.1 5.2 5.3 Ch.-6.0 6.1 Ch-7.0
7.1 7.2 7.3 7.4 7.5
. As a natural extension of any business.Because In today’s era:
“It is not the cash that fuels the journey to the future.the customer support allows it to take the pulse of whatever market they move into and provide the right technology to its customers.. but ultimately it’s the customers that can shape a company’s future..Only the customer support can become the backbone of any company and can be used as a greatest tool in its growth.”
The purpose of this report is to analyse the trends in the region regarding the inclination of the customer towards new technology launched as well as the distribution of the clients of TATA in comparison with other competitors. The objective of today’s industrial organizations should not only be to produce goods and render services for achieving the economic goal but they should also nurture a crop of healthy customer relations that are fortified with trust and respect.always important. After going through this report of mine the reader will be clear about all the facts related with the customer services what TATA is providing to its customers.EXECUTIVE SUMMARY:
Being in touch with customers needs is….And the reasons behind such a level of customer satisfaction. The basic objective of this report is to analyse the customer satisfaction with TATA for their previous services.
..but perhaps it becomes more important when needs are changing.
The rule of a successful business is:
“You can’t buy your customers You must earn them. expansions and globalization becoming a part and parcel of organization activity. acquisitions. This report discusses commendable and never stopping improvement of TATA COMMUNICATIONS INTERNET SERVICES LTD. The main emphasis in this report is laid on the customer service department of TCISL. the report clearly shows that how TATA is contributing towards the economic growth of the country. This report can help the company to know and focus on the areas where they need to improve as it discusses all the reasons behind all the problems. and in such an era one really needs to take care of customer satisfaction level of the company. From its glorious heritage to its current place in the market.”
To say all in one this report is a brief description of the services that TATA is providing to their customers and what more should be done to retain our customers. It gives a brief information about the TATA group and its companies.
. The globalized business scene is getting complex day by day with mega mergers.Beginning with a brief introduction to the industry and the role of TATA in transforming the industry and the services in the country. Then one can come to the structure of the organisation. Adding more into this report it discusses many facts and observations in concern of the new technology “WIMAX”.
the following methods were employed: • Telephonic conversation with the customers • Interviews with the employees • Observation of the customer reactions as well as issues faced by them from the point of view of the customer support executive as well as attending the incoming customers and recording the observations
• Calling the customers for retention was another activity that
emerged as a major source of genuine customer grievances. This resulted in some very interesting conclusions that have been summarised in the report.
• To know the customers inclination towards the new technology – WIMAX.Research Methodology:
For the purpose of presentation of the facts concluded herein.
• To analyse the customer base of TATA with respect to its
• To analyse the customer distribution across various business sectors
and look for prospective customer base for WIMAX
. • To further delve into the details of possibilities of WIMAX and its acceptance with the customer (existing as well as prospective). thorough analysis of the data collected from the sales department was undertaken. • Personally calling the customers to have the general customer perception of WIMAX.
But the study cannot come up to any conclusion regarding the causes of such trends. • The study cannot deduce the extent of faithfulness of existing customers who have provided a positive feedback to WIMAX.
Limitations of the Study:
Every research work suffers from some inherent and some universal limitations that reduce the accuracy of the research. Such variations may be the key to specialised marketing and hence. • We are able to analyse the general trend in the consumers over the three key locations covered.
• The actual Acceptance is influenced by the expertise of the sales
personnel who is interacting with the prospective customer.
• The study does not cover the effect of future marketing efforts on
. more closings. Also a large sample taken over a large geographical area may ignore the regional variations.Scope of the Study:
The study will help us to reach conclusive results regarding the following • Customer Satisfaction Level • Various problems being faced by the customers • Scope of improvement of Customer Support Issues • Extent of Acceptance of WIMAX • Main areas where most of the marketing resources should be concentrated to market the new products effectively. • The sample size also influences the quality of conclusions because a small sample may not present a correct measure of market pulse.
connect etc.INTRODUCTION TO THE INDUSTRY:
Telecom industry is one of the fastest growing sectors in India with a
lot of activity happening in that space nowadays with the entry of global players like the Vodafone. to one that is characterized by intense competition among several players. Much of this has happened because of the wireless revolution taking place in the country. With the Telecom industry booming and with lots of players coming in for this big industry in India. The global telecom industry which was in phase of recession in the recent years is now looking up. as is happening globally. The stage is set for a battle as the players roll up their sleeves for a tough battle for who gets a larger chunk of one of the largest and fastest growing sector in the world. Reliance.
. there is a fierce competition among all the players. Airtel. We have moved decisively from an environment that was monopolized by state owned companies. All are trying their means to grab the loyalty of the customer through various means. differentiation is one of the key factors
How the industry stands Today?
The telecom industry has been growing at a scorching pace in the recent years. and availability of quality telecom services on demand at very affordable prices. At this time it becomes very interesting to keep an eye on the changes that are happening in the competitive landscape of this industry and share and increase our knowledge about the sector. Tata. and in which there was a huge unmet customer demand for telecom services.
In the context of wireline broadband the country is in infant stage and it is only in the medium term that one expects the wireline broadband services to take off. while new users will pick up the wireless as their first phone. two out of every three new telephone subscribers were wireless subscribers. Increasingly. In the last 3 years.
.Wireless dominance is the governing theme. the wireless subscribers already outnumber the wireline subscribers. In fact. Just like the other parts of the world it has been the principal engine for growth in the telecom sector. Wireless has been the principal growth engine. in certain pockets of the country. mirroring the global trend. wireline subscribers are expected to cut the cord and migrate to wireless. with the wireless subscriber base taking over the wireline subscriber base in 2008. The global wireless revolution has made its presence felt in India also.
The wireless data services will act as a revenue stream for the wireless operators. broadband revenues will comprise a key portion of the total telecom pie in the future. operators will need to have strategic alliances with intermediaries through whom traditional commercial transactions can be executed. The future value will reside in ownership of customer relationship and provision of diversified services.Road to Future:
The wireless revolution will increase its pace and the factors that have been responsible for its growth will carry it further. Scale and integration will be the key drivers of future consolidation. Wireless is increasingly going to become a volume game with thin margins. competition and churn and the winners will be distinguished by how they address these challenges. small operators with low economies of scale will not be viable as cost per minute will be very high for them. They will have to juggle between achieving economies of scale. increasing operating margins & attracting and maintaining subscriber base. The future market will be characterized by high.
. With further rollout of wireless broadband. Therefore. one will see smaller operators consolidating among themselves or merging with large operators. Operators with the best interface strategies will succeed in maintaining the customer loyalty. For provision of bundled services. Hence. efficient network management. This implies a trend towards bundled service offerings. backed by the provision of compelling content services.
. To summarize it all in one go one can safely say: India is at the inflection point of a different growth trajectory and one can see it bridging the gap with China.Full Service
Internet Wireline Wireless Pay TV
Internet Wireless Wireline
Wireline Internet Basic Bundling
Bundling of Services
The operators need to rapidly grow their subscriber base while simultaneously maintaining customer loyalty. With the regulatory environment stabilizing. India is poised to have the second largest telecom network after China in the next 5 to 7 years. The ability to segment customers. competitive landscape becoming clearer. and increasing global confidence in the Indian economy. identify the best among them and maximize their value will determine success.
Engineering. The major companies in the Group include Tata Steel. other than India. Energy. Tata Communications Internet services limited is one of the world’s largest wholesale voice carriers. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. UK. Tata Tea is the second largest branded tea company in the world. Tata Power. Brazil. Chemicals. The Group’s major companies are beginning to be counted globally. The Group employs around 350. Tata Motors. with delivery centres in the US. Tata Tea. Tata Steel became the sixth largest steel maker in the world after the acquisition of Corus. Uruguay and China. Tata Chemicals. Consumer Products and
.INTRODUCTION OF TATA GROUP
Tata is a rapidly growing business group based in India with significant international operations. Indian Hotels and Tata Communications Internet services limited(TCISL). Tata Consultancy Services (TCS). The business operations of the Tata Group currently encompass seven business sectors: Communications and Information Technology. Materials. Tata Motors is amongst the top five commercial vehicle manufacturers in the world and has recently completed the acquisition of Jaguar and Land Rover. TCS is one of the leading global software businesses. Services.000 people worldwide. Tata Chemicals is the world’s second largest manufacturer of soda ashR. Hungary. through its UK based subsidiary Tetley.
MANAGEMENT OF TATA GROUP:
The Tata Group is headed by Group chairman Ratan Tata. to which the Group brings a unique set of capabilities. Leveraging this asset to enhance Group synergy and becoming globally competitive is the route to sustained growth and long-term success. The five core Tata values underpinning the way we do business are:
. This heritage is being continuously enriched by the formalisation of the high standards of behaviour expected from employees and companies. The Tata name is a unique asset representing leadership with trust. This requires us to grow aggressively in focused areas of business.
At the Tata Group our purpose is to improve the quality of life of the communities we serve. shareholders and the community. Our heritage of returning to society what we earn evokes trust among consumers. These values continue to direct the Group's growth and businesses. The Group Corporate Centre (GCC) is the top decision-making body of the Tata Group.
Values and purpose:
Leadership with trust. Each company has its own management.
Five Core Values:
The Tata Group has always sought to be a value-driven organisation. employees. We do this through leadership in sectors of national economic significance.
Excellence: We must constantly strive to achieve the highest
possible standards in our day-to-day work and in the quality of the goods and services we provide. Everything we do must stand the test of public scrutiny. building strong relationships based on tolerance. understanding and mutual cooperation.
Understanding: We must be caring. compassion and
humanity for our colleagues and customers around the world.
Unity: We must work cohesively with our colleagues across the
Group and with our customers and partners around the world. always ensuring that what comes from the people goes back to the people many times over.
Responsibility: We must continue to be responsible. show respect. sensitive to
the countries. with honesty and
. communities and environments in which we work. and always work for the benefit of the communities we serve. Integrity: We must conduct our business fairly.
The Tata family of enterprises comprises 98 companies in seven business sectors. besides the two promoter companies of the Group.
Promoter companies Global operations Seven business sectors
Tata Financial Services Tata Quality Management Services
Tata Interactive Systems Tata Strategic Management Group
. This section lists all these companies under the sectors in which they operate.
Tata Auto Comp Systems Tata Motors
Tata Projects TCE Consulting Engineers Voltas
TAL Manufacturing Solutions TRF
. Materials.Information systems. Chemicals .Consumer products .Global operations
Tata Africa Holdings Tata AG Tata Enterprises AG Tata Incorporated Tata International Tata International AG Tata Limited Tata Precision Industries Tata Tea Inc
Seven Business Sectors
Engineering. Services . Energy.
Tata Advanced Materials
Tata BP Solar India Tata Power
Oil And Gas:
Rallis India Tata Chemicals Tata Pigments
SERVICES: Hotels And Realty:
Indian Hotels (Taj group)Tata Housing Development Company Tata Realty and Infrastructure
Tata Services Tata Quality Management Services Tata Strategic Management Group
Tata Tea Tata Ceramics Tata McGraw Hill Publishing Company Titan Industries
INFORMATION SYSTEMS AND COMMUNICATIONS Information Systems:
Tata Consultancy Services Tata Business Support Services Tata Technologies Tata Interactive Systems
Tata Sky Tata Teleservices Tata Communications Internet services limited Tatanet
In 2000 Tata Group acquires a controlling stake in VSNL. The Indian government holds 26% stake. starts operation. Tata Indicom Enterprise Business Unit. operational strengths. In 2007 Tata Group acquires a controlling stake in Neotel. and CIPRIS. Tata Communications Internet services limited became the unified global brand for VSNL. the umbrella brand for Tata Telecom Services. Tata Group holds 46% stake in VSNL. In 2008. growing its global reach.
. Tata Indicom. (IRCC). becoming one of the world’s largest providers of submarine cable bandwidth. Teleglobe.GLORIOUS HERITAGE COMMUNICATIONS SERVICES LIMITED:
Co. In 2006 VSNL acquires Teleglobe. In 2004 VSNL International is launched. In 2005 VSNL acquires Tyco Global Network. the No 2 Provider in South Africa.
OF TATA INTERNET
In 1932 the two merged to form Indian Radio and Cable Communications
In 1986 VSNL (Videsh Sanchar Nigam Limited which translates to Overseas Telecommunication Corporation Limited in English) was incorporated as a wholly owned government entity. In 2002 The Indian Government privatized VSNL. VSNL International. and deep carrier relationships.
VSNL International. vertical intelligence and leadership in emerging markets. Tata Communications Internet services Limited along with its global subsidiaries (Tata Communications Internet services limited) is a leading global provider of the new world of communications. service providers and consumers. Tata Communications became the unified global brand for VSNL.COMPANY’S PROFILE:
ABOUT TATA COMMUNICATIONS INTERNET SERVICES LIMITED
The Tata Communications Internet services limited headquarters at Fort. Tata Indicom Enterprise Business Unit and
. globally managed solutions to the Fortune 1000 and mid-sized enterprises. Mumbai. to deliver value-driven.. Teleglobe. The company leverages its Tata Global Network.
a Tier-1 IP network. a Tier-1 IP network. Enterprise Data and Internet Services in India. Tata Communications Internet services limited has a strategic investment in South African operator Neotel. enterprise data and internet services in India. broadband and content services to Indian consumers. providing the company with a strong anchor to build an African footprint. communications solutions and business transformation services to global and Indian enterprises & service providers as well as.CIPRIS in February. connectivity to more than 200 countries across 300 PoPs and more than one million square feet data center space. converged voice. The Tata Communications Internet services limited portfolio includes transmission. The company is now the number one global international wholesale voice operator and number one provider of international long distance. connectivity to more than 200 countries across 300 PoPs and more than one million square feet data centre space. mobility. The Tata Global Network encompasses one of the most advanced and largest submarine cable networks. The Tata global network encompasses one of the most advanced and largest submarine cable networks. 2008.
. IP. The number one global international wholesale voice operator and number one provider of International Long Distance. hosted data center. the company was named "Best Wholesale Carrier" at the World Communications Awards in 2006 and was named the "Best Pan-Asian Wholesale Provider" at the 2007 Capacity Magazine Global Wholesale Telecommunications Awards for the second consecutive year. Tata Communications Internet services limited serves its customers from its offices in 80 cities in 40 countries worldwide. managed network connectivity.
Areas of business:
The Tata Communications Internet services limited portfolio for global and Indian enterprises and service providers includes:
. is a part of the $29 billion Tata Group. Businesses in industry segments such as information technology. VSNL International. Gold internet service plan — connects customers on 1:1 dedicated premium internet bandwidth with flat-rate billing. Tata Indicom's broadband services include:
Speed DSL internet service plan — the first choice for high-speed internet connectivity with a pay-as-you-use tariff plan.
Tata Teleservices and Tata Communications Internet services limited. reliable. Teleglobe. logistics. secure and cost-effective internet connectivity on broadband asynchronous digital subscriber lines (ADSLs). 2008.Becoming the leading integrated provider to drive and deliver a new world of communications. hospitality. Tata Communications Internet services limited became the unified global brand for VSNL. it is listed on the Bombay Stock Exchange and the National Stock Exchange of India. Tata Communications Internet services limited Ltd. through the brand Tata Indicom. stock broking and finance use these services. Tata Indicom Enterprise Business Unit and CIPRIS on February 13. travel. Value internet service plan — connects customers on 1:4 compressed internet bandwidth with flat-rate billing.
Tata Communications Internet services limited serves its customers from offices in 80 cities across 40 countries across the world. mobility. managed network connectivity Hosted data centre Communications solutions Business transformation services
The company also provides broadband and content services to Indian consumers.• • • • • •
Transmission Internet protocol (IP) Converged voice.
Deliver a new world of communications to advance the reach and leadership of customers. With a strategic investment in South African operator Neotel. Tata Communications Internet services limited possesses a strong anchor to build an African footprint.
Build leading-edge IP-leveraged solutions advanced by its unmatched global infrastructure and leadership in emerging markets.Commitment
Invest in building long-lasting relationships with customers and partners and lead the industry in responsiveness and flexibility.
Amit Pandey (TSM Distribution)
Installation and Maintenance Team
Fiber Repair Team
. Sachin Chaturvedi (BranchManager)
Retention and Revenue Department
Customer Service Department
Mr Anuj (DST)
Vikas Kapoor (Territory Network Manager)
Mr. Fiber Repair team)
Mr. Installation and Maintenance Team
Mr. Surjit Cheema (Incharge. Sunil Wadhwa (TSM DSA)
Mr. Ashish Narula (Incharge. Lovkesh Wasan (Team Leader R&R)
Mr. Varun Sharma (CS Executive0
Examples of self service are Internet sites.g. the feeling that a product or service has met the customer expectation. for any reason. it will experience losses. Too many losses will lead to the demise of the enterprise. “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is. If a business successfully creates and keeps customers in a cost-effective way. is the provision of service to customers before.
Customer service Department:
Customer service which is also known as Client Service. which can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation. sales and service representative). or by automated means called self-service. a business fails to attract or sustain a sufficient number of customers. Customer service is normally an integral part of a company’s customer value proposition.” Customer service may be provided by a person (e.
..A successful business:
The purpose of a business is to create and keep a customer. If. during and after a purchase. it will make a profit while continuing to survive and thrive. The quality and level of customer service has decreased in recent years.
customers faced alot of problems due to:
1) Cable cut issues.the company takes hardly 3 days for installation which other companies never provides.
.it was below the satisfaction level of customers. 4) Fiber cut issues.EXPERIENCE OF CUSTOMERS WITH THE WIRELINE NETWORK:
The experience of customers was not upto the satisfactory level. b) Plans are costly.
2) Their problems are not sought out on time. 6) Frequent disconnections. 3) Due to overhead wiring. Some other issues which were analysed after calling customers were:
a) The plans were not customised as per customers need. 5) Validity extension delays. 7) Not getting stable services. And the two merits of tata’s connection are customers never face any problems regarding speed and installation time.
UNABLE TO RENEW OR PURCHASE. SHIFTING OF CONNECTION. BILL CLARIFICATION BILL DISPUTES. DOWNTIME CREDIT. NO BROWSING. SLOW BROWSING FREQUENT DISCONNECTIONS
VALIDITY EXTENSION DISPUTES.
.DIAGRAMATIC REPRSENTATION OF CUSTOMERS PROBLEMS
DIFFERENT TYPES OF COMPLAINTS
CONNECTIVITY RELATED PROBLEMS
BILLING RELATED PROBLEMS
NO LINK. AND OTHER SERVICE RELATED ISSUES. WEB HOSTING. BILLS NOT RECEIVED
E-MAIL CONFIGURATION (OUTLOOK PROBLEMS) REFUND NOT PROCESSED.
Then it is sent to technical department or technical team through mails.Customer care at TCISL:
Process of resolution of customer’s complaints regarding connectivity issues:
Technical Department/ billing department
Customer care department
Assigned to field engineers
Reverted to technical team by field engineers
Call is made to customer
Complaint is closed
Back to customer care for confirmation
Resolution remarks updated by technical department
Complaint not resolved then it is reescalated. Next step is of technical department to update the resolution remarks in their systems.
The process starts with customer care department. Then therapy calling is done to customer to know whether his\her complaint is solved. The complaints of the customer are registered in their respective login Id’s in their accounts. Once the remarks are updated it is mailed to customer service department.
. And finally the complaint is closed in the customer’s account by customer care department. Further after the resolution of problem field engineers revert to technical team and report to technical team in the office telephonically. And in case of any troubles at customers end the case of the customer is again re-escalated and then the same procedure is followed. And then it is assigned to field engineers by the technical team to resolve the problem of customer. The customer’s complaint is mailed to technical department by customer care department.
and follows the same process again.Process of resolution regarding billing issues:
Customer care department
Complaints are resolved
Resolution remarks are updated.then the complaints are resolved by R & R team.
If not resolved complaint is reescalated.then finally the complaint is closed in the records by the customer care department.the complaints are registered in the respective login id’s of customers and then the case is forwarded to billing department.if in case the problem is not resolved then the complaint is reescalated.
.after that our team calls the customers to get the feedback of customers regarding their problems.
Call is made to customer.resolution remarks are updated by billing department.And Then remarks are mailed back to customer care for confirmation.
Back to customer care for confirmation
The process begins of resolution of customers complaint regarding billing issues begins with customer care.
Complaint is closed.
If not resolved then complaint is reescalated.
Forwarded to customer care department
The process for resolution for other issues are again firstly registered with customer care department in customers login id’s.Finally the complaint is closed.The particular departments then resolves the problem of the customers and again the remarks are updated.Process of resolution of customers complaint regarding some other issues (E-mail configuration.outlook problem and many more)
Customer service department.
Complaint is closed.
Assigned to related departments
Complaint is resolved
Remarks are updated.Then the customer care department assigns the cases to the respective departments with whom the problems are related.Remarks are then forwarded to customer care department.and similarly if the problem is not resolved it is reescalated like other issues.
2. and this would be a prime thing that can be done for customer service. We all know how annoying it is to wait days for a response to an email or phone call. Respond to Messages promptly & Keep the customers Informed
In today era no one have so much time that is being spent on complaints half of the times.
. It might not always be practical to deal with all customers' queries within the space of a few hours. Practically a customer finds it easier to relate to and work with someone they've actually met in person. because in that case if more time is needed to resolve their problems it didn’t seem bad as the company has already informed them. but at least an email or call should be made to them back and let them know that their message is received and company will contact them about it as soon as possible.CERTAIN SUGGESTIONS REGARDING ABOVE PROBLEMS:
1. rather than a voice on the phone or someone typing into an email or messenger program. Encourage Face-to-Face Dealings
This is the most important thing at the part of a company to interact with their customers. Even if their complaint is not resolved or it is under processing the customer should be informed.
Have a Clearly-Defined Customer Service Policy
Everything should be made clear about the customer service policy which is going to save the customers a lot of time. courteous and to make the customers feel that the company is there to help them out. it makes the customer feel welcomed.As this thing is very much present in our organisation but still always there are chances to improve upon and the company can make more efforts for this thing.
6. it shows there are real people on the other end of that screen or telephone. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. Attention to Detail (also known as 'The Little Niceties')
Have a customer ever received a festival email or card from a company? These little niceties can be time consuming and aren't always cost effective. wanted and valued. Be Friendly and Approachable
It's very important to be friendly. It shows that the company cares for its customers. Honour Your Promises
.and most importantly.
4. There's nothing more annoying for a client than being passed from person to person. but this one small thing but having a greater impact on customer can be taken into consideration. or not knowing who to turn to.3.
After having feedback from all the departments. some departments requested for more manpower mainly because of the geographical area of Chandigarh. deliver.
2. Technical Backwardness
Competitors are employing certain small and very cost effective measures to reduce the interruptions due to installation faults.
8. Proper coordination between departments
There should be proper coordination among different departments within the organisation for better results. some measures like
1.The simple message: when you promise something. and resolve the problems of customers.
.For example in case of connectivity issues there should be proper coordination among customer service and technical department. For example.and in case of any billing issues it is must that the billing and customer service department should have proper coordination. Using boxes to cover open joints in overhead wirings. The most common example is their problem resolution dates. In case of non fulfillment of a promise. a quick apology and assurance should be ready from company’s side. Using polyvinyl tubing to secure the wires at the wall/window corners to protect the transmission media against wear and tear at the customer end.
Such measures may also add to a number of reduced complaints and satisfied customers and should be encouraged. The company can think from the point of view of customers. is a practiced art that takes time and effort to master.What would the company want from their business if they were the client? How would the company want to be treated? Treat customers like friends and they'll always come back.
. like any aspect of business.
Tata Communications Rolls Out World's Largest Commercial WiMAX Network with Telsima
WIMAX STRIKING CHANDIGARH:All human beings have evolved into smart wireless internet surfing. a global player in WiMAX systems to provide WiMAX solutions for Tata Communications broadband wireless network in India.1 million customers in a nation with a population of over 1. Tata Communications is the first to launch broadband services on the WiMAX platform on a large scale for retail consumers in India. which today serves only 3. Tata Communications. "WiMAX enables broadband services in a cost effective. The Indian broadband market. is forecast to grow significantly. has selected Telsima Corporation.Tata Communications seeks to enrich life by enabling reliable and affordable communication anytime.
.a leading global provider of a new world of communications. The scale of unmet demand coupled with the emphasis on connectivity for education and the increasing ability to purchase Internet services will ensure that WiMAX broadband networks will thrive in this market. decentralized manner in India where a majority of the country is not covered by wired infrastructure. anywhere".2 billion. so are you HUMAN?
Tata Communications is the first Indian telecom company to launch broadband services on the WiMAX platform on a large scale for retail consumers in the country.
and both have a connection to
The bandwidth and reach of Wi Max make it suitable for the following potential applications:
Connecting Wi-Fi hotspots with other parts of the Internet.". the Worldwide Interoperability for Microwave Access.
Comparison with Wi-Fi
Comparisons and confusion between WiMAX and Wi-Fi are frequent. Providing a source of Internet connectivity as part of a business continuity plan. Providing data and telecommunications services. Providing portable connectivity. That is. Tata Communications is the first Indian telecom company to launch broadband services on the WiMAX platform on a large scale for retail consumers in the country. if a business has a fixed and a wireless Internet connection. especially from unrelated providers. is a telecommunications technology that transfers data wirelessly over long distances and is seen as an alternative to cable linkages.WI-MAX:
WIMAX. they are unlikely to be affected by the same service outage. are based upon IEEE standards beginning with "802. Providing a wireless alternative to cable and DSL for last mile broadband access. possibly because both begin with the same two letters.
Wi-Fi is more analogous to a cordless phone. It's important to note. typically hundreds of meters. Despite this. which may or may not be connected to the Internet.
. that free community wifi networks have shown that with proper antennas. WiMAX and Wi-Fi have quite different Quality of Service (QoS) mechanisms. Typically Wi-Fi is used by an end user to access their own network. from mobile (similar to data access via a cellphone) to fixed (an alternative to wired access. Each connection is based on specific scheduling algorithms. that uses unlicensed spectrum to provide access to a network. as opposed to guaranteed. Wi-Fi has introduced a QoS mechanism similar to fixed Ethernet. where packets can receive different priorities based on their tags. however. This means that QoS is relative between packets/flows.wireless connectivity and the Internet. covering many kilometers that typically uses licensed spectrum (although it is possible to use unlicensed spectrum) to deliver a point-to-point connection to the Internet from an ISP to an end user. typically covering only the network operator's own property. where the end user's wireless termination point is fixed in location. Different 802.
WiMAX is a long-range system. the two standards are aimed at different applications. If WiMAX provides services analogous to a cellphone. wifi can have very long ranges.) Wi-Fi is a shorter range system. which means that QoS parameters can be guaranteed for each flow.16 standards provide different types of access. WiMAX uses a mechanism based on setting up connections between the Base Station and the user device.
and transportation hubs contain Wi-Fi access points providing access to the Internet for customers.
Due to the ease and low cost with which Wi-Fi can be deployed. often informally. and sometimes as part of a business relationship. hotels.
. many coffee shops. it is sometimes used to provide Internet access to third parties within a single room or building available to the provider. For example.•
WiMAX is highly scalable from what are called "femto"-scale remote stations to multi-sector 'maxi' scale base that handle complex tasks of management and mobile handoff functions and include MIMO-AAS smart antenna subsystems.
a T3 line).
A WiMAX receiver . WiMAX would operate similar to WiFi but at higher speeds. A WiMAX tower station can connect directly to the Internet using a highbandwidth. is what allows WiMAX to provide coverage to remote rural areas.In practical terms. similar in concept to a cell-phone tower
. It can also connect to another WiMAX tower using a line-of-sight. over greater distances and for a greater number of users.000 square km). wired connection (for example.
. or they could be built into a laptop the way WiFi access is today.The receiver and antenna could be a
small box or PCMCIA card. WiMAX could potentially erase the suburban and rural blackout areas that currently have no broadband Internet access because phone and cable companies have not yet run the necessary wires to those remote locations.A single WiMAX tower can provide coverage to a very large area -.
A WiMAX system consists of two parts:
A WiMAX tower. This connection to a second tower (often referred to as a backhaul).as big as 3.000 square miles (~8.000 square miles. microwave link. along with the ability of a single tower to cover up to 3.
where a fixed dish antenna
points straight at the WiMAX tower from a rooftop or pole.300 square km of coverage). limited distance coverage despite the use of high-gain antennas. Lower-wavelength transmissions are not as easily disrupted by physical obstructions -.
There is line-of-sight service. Wi-Fi is found wanting in terms
. so it's able to send a lot of data with fewer errors.they are better able to diffract. around obstacles. WiFi-style access will be limited to a 4-to-6 mile radius (perhaps 25 square miles or 65 square km of coverage. At higher frequencies. This is what allows WiMAX to achieve its maximum range. Through the stronger line-of-sight antennas. The line-of-sight connection is stronger and more stable. and internal bandwidth management. where
a small antenna on your computer connects to the tower. or bend. with ranges reaching a possible 66 GHz.What this points out is that WiMAX actually can provide two forms of wireless service:
There is the non-line-of-sight.800 square miles or 9. WiFi sort of service.
Why WiMax and Not Wi-Fi?
The Wi-Fi bandwagon is faced with a few issues such as line-of-sight. Line-of-sight transmissions use higher frequencies. In this mode. the WiMAX transmitting station would send data to WiMAX-enabled computers or routers set up within the transmitter's 30-mile radius (2. WiMAX uses a lower frequency range -.2 GHz to 11 GHz (similar to WiFi). there is less interference and lots more bandwidth. which is similar in range to a cell-phone zone).
Conversely.of serving the latest demands.2) that enables both bridging and routing. and industry-wide supported standard. WiMax uses nonline-of-sight standard and can cover tens of miles unlike Wi-Fi that is restrictive to the surroundings and resources.
. WiMax complements Wi-Fi because it uses the same Logical Link Controller standard (IEEE 802. This is a tremendous advantage that WiMax has in order to capture the market. WiMax is a globally accepted. The emergence of WiMax has opened up the solution to many of the problems faced by Wi-Fi because. technically capable. It is also compatible to the existing Wi-Fi hotspots to the internet and also provides wireless solution for last mile access to cable and DSL.
nonbroadband users as well as users already taking services from the competitors towards WIMAX. Acceptance in Chandigarh: Sample Size: 2884 Client Distribution Graph (By Business Category)
2 500 2 000 1 500 1 000 500 0
AD D AG EN CY
ED UC AT IO NA L
M ED IC AL RE TA IL
TE LE CO M
OT HE RS
12 10 8 6 4 2 0
S M E
AD D AG EN CY
ED U CA TI O NA L
RE TA IL M ED IC AL
TE LE CO M
OT HE RS
.Customer Acceptance Survey
Based on the actual market research data. a set of conclusions could be drawn regarding the acceptance of existing TATA customers.
56 % and 0. A major section of the customers (SME’s and Retail) are less inclined WIMAX with percentage acceptance being as low as 0. Acceptance is high among (Almost Three Times) in IT and Education sector. (1. 2.5 % Accepted the new technology) Client Distribution Graph (By Company for SME’s) Sample Size: 1939
1200 1000 800 600 400 200 0
AIR TEL B NL S TA TA REL IANC E C ONNEC T S IFY O THERS NO US N ERS
375 144 24 195 61 8 14
Acceptance/Interest Expressed (Within SME’s)
6 5 4 3 2 1 0
2 1 0 AIR E TL BN SL 0 T A AT R LIAN E CE CO NE N CT 0 S Y IF OHR T ES 1
N NUS R O ES
.4% for SME’s and retail respectively.Observations: 1.
None of the existing TATA customers are willing to switch over to the WIMAX technology.3%) as evident from the above diagrams. Rate of Acceptance is (mostly) directly proportional to the number
of customers in each Business category. This is not a good sign as the rate of acceptance is expected to be higher with the existing customers.Observations:
2. ACCEPTANCE IN MOHALI Client Distribution Graph (By Business Category)
800 700 600 500 400 300 200 100 0
S ME E DUCAT NAL IO
RT E AIL OT E S HR
14 12 10 8 6 4 2 0
IT RT E AIL OHR TES
E DUCAT NAL IO
. However the rate of acceptance is extremely low (From 1. The percentage acceptance for top three groups varies between1 3.
08% as compared to 0. Opposed to the trend in Chandigarh.Observations: 1. The IT and Education sector is not interested in WIMAX technology. Again opposed to Chandigarh trend.54% and 2. The acceptance level in Mohali is generally high in SME’s and Retail sectors (Being 1.5% and 0. Company wise Customer Distribution:
700 600 500 400 300 200 100 0
AIR E TL B NL S T A AT R LIAN E CE CO E NN CT
219 42 32
193 16 2
S Y IF
O HE S T R N NUS R O ES
9 8 7 6 5 4 3 2 1 0 8
AIR E TL BN SL T A AT
R LIAN E CE CO E NN CT S Y IF
OHR TES N NUS R O ES
.4% in Chandigarh respectively). 2.
07% respectively for Airtel and Connect.1. Company wise Acceptances analysis suggests that a customers
from strong market holders are showing interest in the new technology (AIRTEL and CONNECT) with a percentage higher than the average trend of 3.
2. A conclusion can also be deduced about the low acceptance trend
for TATA and Reliance customers both in Chandigarh as well as Mohali.
.65% and 2.
the SME’s and retail businesses are not that much inclined to the new technology (Between 0. Similar to the trend in Chandigarh.99%)
2. There is a high rate of acceptance in ‘others’ section (Above to 2.56% to 0.PANCHKULA REGION: Sample Size: 893 Customer Distribution by Business
700 600 500 400 300 200 100 0
S ME E DUCAT N IO AL IT RT E AIL OHR TES
178 101 9 4
Customer Acceptance by Business
18 16 14 12 10 8 6 4 2 0 17
E DUCAT N IO AL
RT E AIL O HE S T R
%) There is no such observation in other two regions.
.33%. There is a high probability of conversion of existing customers to
the new technology. Reliance 8.Company Wise Acceptance:
Company Wise Customer Distribution:
800 700 600 500 400 300 200 100 0
AIR E TL B NL S T A AT R LIANCE E CO N CT N E S Y IF
Company Wise Customer Acceptance:
9 8 7 6 5 4 3 2 1 0
4 2 1 2
AIR E TL BN SL T A AT R LIAN E CE CO E NN CT S Y IF OHR TES
Highest rate of acceptance is observed for all major competing service providers (Airtel 14.69%)
2. Here the rate of acceptance of TATA’s offer is relatively high.
Chandigarh, Mohali, Pachkula: Sample Size: 4871 Client Distribution Chart (By Business)
3000 2500 2000 1500 1000 500 0
S M E
AD D AG EN CY
TE LE CO M OT HE RS
ED U CA TI O NA L
M ED IC AL RE TA IL
30 25 20 15 10 5 0
S M E
AD D AG EN CY
ED U CA TI O NA L
RE TA IL M ED IC AL
TE LE CO M OT HE RS
2.5 2 1.5 1 0.5 0
ED U C AT IO NA L AD D AG EN CY TE LE CO M M ED IC AL OT HE RS S M E IT RE TA IL
1.2 0.84 0 0.86 0.53 0 0
Client Distribution Chart (By Company)
20 00 10 50 10 00 50 0 0
AIRTEL BS NL TATA REL IANC C E ONNEC T
62 2 20 1 5 0 16 1
71 3 41 8 1 3
S IFY OTHERS NON US ERS
Client Distribution Chart (By Company)
1 8 1 6 1 4 1 2 1 0 8 6 4 2 0 1 7
4 2 2 0
AIRTEL BS NL TATA REL IANC C E ONNEC T S IFY OTHERS NON US ERS
Client Acceptance Percentage (By Company)
4.5 4 3.5 3 2.5 2 1.5 1 0.5 0
4 3.44 2.73 2.08 0.95 0
AIR E TL BN SL T A AT R LIAN E CE CO NE N CT S Y IF OHR T ES
N NUS R O ES
Observations and Final Conclusions/Suggestions
One stark observation is that the overall percentage acceptance of TATA’s new technology is extremely low. Refer to the following:
o o o
Chandigarh Area : 0.56 % of a sample of 2881 Mohali Area Panchkula Area : 1.44 % of a sample of 1104 : 2.12 % of a sample of 893
As observed from the Final Summary Chart for all three regions, it is evident that the customer base is NOT concentrated in the Retail/SME’s/IT or Medical and Education only. Rather majority of the customers are from the ‘others’ section that includes businesses other than the ones mentioned. Hence these other sectors also need to be targeted for prospective customers of WIMAX technology. Existing Airtel, Reliance and Connect customers show more willingness to accept the new technology as evident from the final acceptance values of 2.73, 3.44 and 2.08 percent respectively. Existing Panchkula customers show a very high rate of acceptance (airtel -14.28%, BSNL – 8.33%, Reliance – 8.69 %, Connect – 4.30% ) for the wireless technology. Another section of grave concern is the lean percentage of TATA customers among the sample data which comes out to be only 2.24% as against 27.89% Airtel, 21.64% Connect, 9.44% BSNL, Reliance 5.21% and ‘Others’ 32.88% (includes Hutch, Glide, hatchway and lease-line providers). This leaves little scope for success of a new technology with the existing customer base. So most of the marketing methodologies will have to concentrate on competitors’ customer base. Further, more intriguing conclusions may be deduced from the following calculations done on the basis of above findings:
00 0.07 0.00 0.00 6.14 0.38 0.55 0.08 1.33 0.57 1.13 2.00 0.28 1.00 2.72 Samp le 711 30 3 48 312 1104 Acceptan ce 11 0 0 1 4 16 Perce nt 1.65 0.18 0.57 Samp le 1939 77 74 781 10 2881 Acceptan ce 11 1 1 3 0 16 Perce nt 0.00 1.84 1.Chandigarh By Business Categories Category SME's Educational Institutions IT Retail Others TOTAL Company Distribution Airtel BSNL TATA Reliance Connect Sify Others Non-Users TOTAL Wise 375 144 24 61 195 8 14 1118 1939 5 0 0 1 2 0 1 2 11 1.64 1.00 0.25 3.00 7.56
Mohali By Business Categories Category SME's Educational Institutions IT Retail Others TOTAL Company Distribution Airtel BSNL TATA Reliance Connect Sify Others Non-Users TOTAL Wise 219 42 16 32 193 2 3 597 1104 8 0 1 1 4 0 0 5 19 3.03 0.00 0.45
.35 0.30 1.
95 4.30 Sam ple 2828 116 81 930 923 4878 Accepta nce 24 1 1 5 21 52 Perce nt 0.70 4.54 2.Panchkula By Business Categories Category SME's Educational Institutions IT Retail Others TOTAL Company Distribution Airtel BSNL TATA Reliance Connect Sify Others Non-Users TOTAL Wise 28 24 10 23 93 3 714 0 895 4 2 1 2 4 0 8 0 21 14.33 10.13
Consolidated Category SME's Educational Institutions IT Retail Others TOTAL Company Distribution Airtel BSNL TATA Reliance Connect Sify Others Non-Users TOTAL Wise 622 210 50 116 481 13 731 1715 3938 17 2 2 4 10 0 9 7 51 2.00 0.85 0.30 0.83 2.08 0.56 0.35 Samp le 178 9 4 101 601 893 Acceptan ce 1 0 0 1 17 19 Perce nt 0.41 1.45 2.73 0.00 3.29 8.00 8.00 0.00 1.12 0.07
.28 1.99 2.00 2.00 1.23 0.86 1.23 0.
56 1.24 1.20 9.46 2.283.632.06 0. ------------------Mar '05 12 mths Mar '06 12 mths Mar '07 12 mths Mar '08 12 mths
3.13 321.850.43 3.00 16.66 57.830.31 70.69 2.759.76 489.54 190.44 45.15 165.in Rs.43 1.086.55
1.053.62 1.00 3.00 3.637.062.00
.56 16.25 17.54 2.38 1.76 401.12 0.850.43 145.77 Mar '04 12 mths Operating Profit PBDIT Interest PBDT Depreciation Other Written Off Profit Before Tax Extra-ordinary items PBT (Post Extra-ord Items) Tax Reported Net Profit Total Value Addition Preference Dividend Equity Dividend Corporate Dividend Tax Per share data (annualised) Shares in issue (lakhs) Earning Per Share (Rs) Equity Dividend (%) 2.07 0.58 0.75 207.83 0.00 2.00 4.456.780.33 0.042.80 44.29 14.99
1.15 0.95 0.04 512.43 1.059.62 0.30 173.00 2.30 0.828.03 0.00 2.354.00 535.26 0.75 Mar '08 12 mths 645.21 0.07 468.18 479.283.00 171.72 31.82 773.65 34.06 0.859.06 707.57 13.61 141.80
10.850.93 209.63 63.31 0.Profit & Loss account Mar '04 12 mths Income Sales Turnover Excise Duty Net Sales Other Income Stock Adjustments Total Income Expenditure Raw Materials Power & Fuel Cost Employee Cost Other Manufacturing Expenses Selling and Admin Expenses Miscellaneous Expenses Preoperative Exp Capitalised Total Expenses 0.61 756.00 3. Cr.54 0.850.61 377.83 0.25 45.00 13.507.52 304.23 172.00 3.041.30 747.73 1.82 391.06 2.00 3.80
2.66 645.25 16.088.74 1.06
3.83 45.00 472.509.04 0.55 818.873.00 3.39 0.306.00 1.163.56 0.041.25 21.258.296.00
2.54 60.67 115.37 376.00 10.58 244.075.43
3.62 0.95 37.127.66 2.37 2.45 45.09 243.905.00 4.00 24.28 1.19 720.01 359.00 3.94 165.00 16.56 3.68 45.25 21.303.49 0.52 0.780.147.00 3.61 43.19 0.81 1.00 2.00 702.00 Mar '06 12 mths 950.95 1.632.95 124.28 138.68 244.25 0.00 128.98 301.00 128.00 128.00 128.163.36 338.850.57
4.77 721.303.00 3.00 530.12 242.815.18 127.78 542.67 16.627.81 297.23 Mar '05 12 mths 793.00
2.052.49 69.10 Mar '07 12 mths 953.00 651.83 105.00 26.
72 7955. for Tax Profit after Tax Equity Reserve
Curr.00 528.00 0.40 34493.00 0.20 9.00 10.20 2.00 671.00 7627.Quarter 30-Sep-07(3)
9838.00 31059.00 26.00 0. Mn.00 6.22 ---117.31.70 41524.) Period ending (months) Net sales Other Income Total Income Cost of goods sold OPBDIT PAT Gross Block Equity capital EPS (Rs.00 4.82 2504.17 2850.10 80.0 9879.60 2850.00 ---
8632.60 5158.30 19.3
As on (Months) Sales of Products/Services Other Income Total Income b Stock Raw Material Consumed Employee Expenses Power & Fuel Other Expenses Total Expenses OPBDIT Interest Depreciation Extra incomes Prior Period inc Prov.76 326.40 72.35 0.00 0.80 10464.73.73 983.00 180.70 6.03 25.80 0.93 402.50 27.80 0 0.) BV (Rs.70 -0.07
100.00 0.00 0.40 95.40 20606.20 4685.30 100.70 580.40 73.00 ---
7283.06 0.) P/E range (x) Debt / Equity (x) Operating margin (% of OI) Net margin (% of OI) 30-Sep-2008(6) 18471.Book Value (Rs)
229.10 1309.00 0.40 18.Quarter 30-Sep-08(3)
Prev.31 40.60 44698.00 1660.00 0.00 2.00 6708.) DPS (Rs.40 10.00 0.68 33.80 2850.00 0.3 8.00 0.30
200.52 1924.00 0.5 6.89 994.00 16.67 2850.00 0.00 0.90 95.0 9212.00 0.20 74.70 0.00 0.00 0.70 441.00 0.75 .67
223.0 10280.13 796.60 19493.Quarter 30-Jun-08(3)
Corr.40 614.00 286.80 1.70 14335.00 0.00 0.19 2653.40 10.30 1105.52 931.20 5.00 0.07 0.00 0.00 0.25 .98
212.20 2850.30 2.18
Income Statement As on( Months ) Profit / Loss A/C 31-Mar-07(12) Rs mn %OI 31-Mar-06(12) Rs mn %OI 31-Mar-05(12) Rs mn %OI
31-Mar-2008 (12) 32833.00 0.8 31-Mar-2007 (12) 40418.00 0.65 0.18 196.30 100.20 93.90 6.00 0.90 0 0.50 221.48 -87.2 11.00 0.40 3.00 -1.60 8.60 25.40 0 0.00 0.00 0.73
Brief Financials (in Rs.20 3044.00 0.44 4.20 13887.10 1022.00 0.90 4.40 2850.81 259.
32 -1.64 5.00 31-Mar-07 18.58 0.20 10445.59 3.21 11.36 76317.02 0.73 0.64 0.00 0.50 31-Mar-06
97.71 3.50 965.60 8598.61 3288.00 31-Mar-06 16.52 70.30 100.00
85661.40 31047.76 982.45 7.92 0. Employed (%) PAT/Networth (%) Tax/PBT (%) Total Debt/Networth (x) Long Term Debt/Networth (x) PBDIT/Finance Charges (x) Current Ratio (x) RM Inventory (days consumption) FG inventory (days cost of sales) Receivables (days gross sales) Creditors (days cost of sales) Op.56 6025.83 18.90 24130.80 6532.17 %BT 3.)
40418.00 24.78 22.34 25.28 20.05 9.67 1.35 6513.00 60250.52 6220.00
31-Mar-06 19.09 15310.81
%BT 49.66 5131. Balance Sheet Total(BT) Ratio Analysis As on OPBIT/Prod.68 -430.31 22718.43 33.40 1976.70 4685.50 31-Mar-07 Rs mn 44698. assets (days OI) Share Statistics As on EPS (Rs.00
80932.00 12.50 100.40 201.06
41524.31 9.53 10349.81 %BT 3.42 8389.65 6089.45 33453.34 2.49 100.81 2050.73 4074.42 25.49 18.71 27363.00
33778.38 7367.85 0.11 6.97 20.00 15.68 11.84 1517.28 9.00 0.50 9337.43 29.50 100.06 11.00 0.67 0.72 11.00 596.cap.98 43.15 1282.54 13.95 8660.51 11.00
85661.73 70.07 18.63 2.32
Rs mn 30857.70 3.59 Rs mn 2850.empl.41 1.00 31-Mar-05 21.16 15.00 57042.00 0.81 26.72 199.69 9.42 10719.73 100.20 8.64 1478.06 2.90 1282.83
31-Mar-05 13.26 95.20 9551.77 24.29 1. curr.48 1.03 0.00 0.18 36.75 11.49 100.00 12421.26 36.24 3.83
31-Mar-07 16.20 25.00 86.70
97.41 0.00 100.50 Rs mn 2850.05 908.10 5.79 0.67 38.40 -455.46 0.96 29366.00 16.30 10464.74 6.22 364.10 8145.33 70.40 17480.51 14.10 3404.02 7375.28 12.(%) PBIT/Cap.20 120.52
Rs mn 39864.96 19.60 2356.29 174.30 12439.11 33.Net Sales Operating Income (OI) OPBDIT OPBDT OPBT Non-Operating Income Extraordinary/Prior Period Tax Profit after tax(PAT) Cash Profit Dividend-Equity Balance Sheet As on Assets Gross Block Net Block Capital WIP Investments Inventory Receivables Other Current Assets Balance Sheet Total(BT) Liabilities Equity Share Capital Reserves Total Debt Creditors and Acceptances Other current liab/prov.01 32.03 7.00 71.83 100.40 47.26 9619.73 2.36 Rs mn 2850.40 21.65 100.00 31-Mar-05
97.64 13.48 2317.93 -1.00 %BT 3.00 53678.39 7755.59
%BT 40.15 28.62 4795.62 1710.56 19.00 67.09
.88 15.77 6.58 76317.34 0.
80 -24.44 62.70
-8.70 -11.47 ---------42.89 800.63 0.27 23.) Book Value (Rs.35 0.207.34 17.18 0.06 -31.78 -48.50
------------------.CFPS (Rs.39 198.21 --
0.48 108.40 4.34 -8.57 --1.46 9.99 -22.04 -1.44 -11.17 221.41 ---
.65 645.03 -10.25 -8.50
7.in Rs.44 0.15 4.44 210.30 0.92
-21.62 -6.03 --
8.14 4.74 96.46 0.50
29.46 --0.79 -21. ------------------Mar '05 Mar '06 Mar '07 Mar '08
0.75 -1.58 11.69
4.95 1.23 -75.67 9.58 -0.82 --
9.84 -20.51 20.35 6.43 ---
0.65 17.21 -0.)
30.41 --0.23 -31.90 1.05 -7.04 ---4.39 4.) DPS (Rs.00
Key Financial Ratios Mar '04 Profitability Ratios Adjusted Net Profit Margin(%) Cash Profit Margin(%) Gross Profit Margin(%) Operating Profit Margin(%) Profit Before Interest And Tax Margin(%) Return On Capital Employed(%) Return On Net Worth(%) Spread Ratios Interest Expended / Total Funds(%) Interest Income / Total Funds(%) Net Interest Income / Total Funds(%) Net Profit / Total Funds(%) Non Interest Income / Total Funds(%) Operating Expense / Total Funds(%) Profit Before Provisions / Total Funds(%) Management Efficiency Ratios Debtors Turnover Ratio Fixed Assets Turnover Ratio Inventory Turnover Ratio Loans Turnover Ratio Total Assets Turnover Ratio Total Income / Capital Employed(%) Profit And Loss Account Ratios Interest Expended / Interest Earned(%) Operating Expense / Total Income(%) Other Income / Total Income(%) Liquidity And Solvency Ratios Current Ratio Debt Equity Ratio Long Term Debt Equity Ratio Balance Sheet Ratios Advances / Loan Funds(%) Debt Coverage Ratios -0. Cr.
in Rs.228.880.05 -54.335.83
-2.9% 11.96 363.7% 1.4% 20.7% 5.3% 5.74
-0.6% 5.6% 1.84 648.01 416.46 -441.75 -15.0% 8.0 0 0 0 0 7.86 0.47 -1203.15 83.44
Cash Flow Mar '03 12 mths Net Profit Before Tax Net Cash From Operating Activities Net Cash (used in)/from Investing Activities Net Cash (used in)/from Financing Activities Net (decrease)/increase In Cash and Cash Equivalents Opening Cash & Cash Equivalents Closing Cash & Cash Equivalents -205.01 -594.42 80.23 78.476.1% 7.59 179.0% 10.Interest Cover Deposit And Credit Growth Ratios Cash Deposit Ratio(%) Credit Deposit Ratio(%) Investment Deposit ratio(%) Leverage Ratios Interest Expended / Capital Employed(%)
-1.2% 7. 28.52 105.736.1% 8.46
Fiscal Year Fiscal Year End Date Assets Total Assets Cash & Short Term Investments Cash Short Term Investments Receivables (Net) Inventories -Total Raw
32.90 26.5% 2.011.00 63.68 -311.50 179.2% 31.8% 2.42 Mar '05 12 mths -527. 22.5% 20.9% 0.48 30.4% 20.82 -73.81 480. ------------------Mar '04 12 mths -269.57 -410.24 673.4% 1.19 80.8% 5.01 105.51 100.3% 20.1% 2.2% 3.3%
------------------.9% 1.7% 4.25 177.71 Mar '08 12 mths -124.6% 6.9% 5. 24.61 34.62 -49.2% 5.624.040. 20.296.263. Cr.90 Mar '06 12 mths -492.
0% 3.4% 0.9% 55.0 60 100.7% 3.0% 0.1% 54.296.0% 100.624.011.1% 57.0% 100.8% 3.6% 5.5% 17.2% 10.4% 37.0% 1.3%
24.8% 0.Gross Accumulated Depreciation Property Plant and Equipment ï¿½ Net Other Assets Deferred Charges Tangible Other Assets Intangible Other Assets Total Assets Liabilities & Shareholders' Equity Total 32.0% 38.040.1% 0.5% 6.8% 16.0%
24.0% 100.7% 4.3% 6.6% 1.9%
24.9% 0.8% 3.7% 3.7% 36.1% 6.0% 1.8% 54.880.2% 39.Materials Work in Process Finished Goods Progress Payments & Other Prepaid Expenses Other Current Assets Current Assets Total Long Term Receivables Investment in Associated Companies Other Investments Property Plant and Equipment .3% 11.0% 0.0% 100.4%
27.0% 66.8% 6.8% 2.335.736.0% 29.263. 28.1% 14.0% 0. 20.3% 0.6% 36.5% 11.4% 30.7% 0.3% 17.7% 0.3% 8.1% 3.228.3% 0.4% 11.8% 34.476.7% 0.4%
23. 24.0% 2.7% 0.3% 4.3% 3.0% 4.0%
.8% 3.0% 2.8% 6.2% 60.1% 1. 22.4% 40.7% 2.
2% 2.5% 19.2%
0.8% 20.4% 3.9% 35.Credit Deferred Taxes .0%
3.Liabilities & Shareholders' Equity Accounts Payable Short Term Debt & Current Portion of Long Term Debt Accrued Payroll Income Taxes Payable Dividends Payable Other Current Liabilities Current Liabilities Total Long Term Debt Long Term Debt Excluding Capitalized Leases Capitalized Lease Obligations Provision for Risks and Charges Deferred Income Deferred Taxes Deferred Taxes .2% 19.5% 33.0%
0 7.0% 19.0% 0.2% 20.Debit Deferred Tax Liability in Untaxed Reserves
1% 100.3% 60.1% 8.0% 2.0% 91.9% 1.0%
36.3% 23.4% 0.4% 61.Other Liabilities Total Liabilities Non-Equity Reserves Minority Interest Preferred Stock Preferred Stock Issued for ESOP ESOP Guarantees Preferred Issued Common Equity Total Liabilities & Shareholders' Equity
0. Depletion & Amortization Gross Income Selling.8% 0.0%
0.054.9% 0.4% 100.2% 91. 21.5% 10.8% 19. 0 0 0 0 74.8% 0.036.0%
0.2% 11.551.1% 0.0% 2.4% 5.1% 5.0% 1.0%
36.9% 0.0% 2.8% 73. General & Administrative Expenses Other Operating Expenses Operating Expenses .9% 74.3% 60.0% 0.0% 91.9% 11.091.2% 8.290.0% 2.5% 0.9% 0.0% 9. 0 71.5%
23.0% 91.8% 19.948.909.3% 74.0%
2003 16.8% 5.0%
37.0% 0.4% 20. 18.5% 5.8% 100.6% 13.4% 0.4% 60.760.0% 90.0%
Fiscal Year Net Sales or Revenues Cost of Goods Sold Depreciation.6% 0.0%
.5% 61.5% 8.7% 10.0%
36.2% 100. 17.7% 9.0%
0.9% 100.294.6% 20.5% 5.4% 0.526.1% 0.
15.6% 0.4% 0.9%
15.0% 0.0% 10.2% 3.7%
6.3% 4.0% 9.0% 0.0%
.0% 0.0% 0.3% 0.0%
10.9% 0.Income Extraordinary Credit .6%
15.3% 0.8% 0.5%
10.4% 0.2% 0.3% 0.0% 0.0%
0.0% 1.0% 0.5% 0.1% 0.9%
0.3% -0.0% 9.0% 0.5% 3.Net Earnings before Interest.1% 0.0%
0.4% 0.3% 0.5% 1. Depreciation & Amortization (EBITDA) Earnings before Interest & Taxes(EBIT) Interest Expense on Debt Interest Capitalized Pretax Income Income Taxes Minority Interest Equity in Earnings After Tax Other Income/Expense Discontinued Operations Net Income before Extraordinary Items/Preferred Dividends Extraordinary 0.0% 0.0% 0.4% 0.9% 3.2% 0.Pretax Extraordinary Charge .1% 0.4% 0.0% 0.7% 0.9%
6.Pretax Non-Operating Interest Income Reserves Increase/Decreas e Pretax Equity in Earnings Other Income/Expense .0% 0. Taxes.0% 0.0% 0.8%
14.0% 0.8% 0.5% 0.1% 0.0%
9.8% 0.2% 0.7% 0.5% 2.8% 1.0% 0.0% 10.8% 0.0% 2.0% 0.2% 0.0% 9.8% 0.9% 0.
0% 0.0% 0.com http://howstuffworks.0% 0.3%
BIBLIOGRAPHY Web Resources
5.Items & Gain/Loss Sale of Assets Preferred Dividend Requirements Net Income after Preferred Dividends available to Common 0.0% 0.
Krames Marketing Principles – Krishan Bhardwaj MS Word 2007 in 21 Days – Peter Norton
.Jack Welch What 7 best CEO’s Know – Jeffery A.Book Resources