Summer training project report on

“Market Competitiveness of RCVL in Lucknow Cluster”

Submitted in the partial fulfillment of the requirements of MBA curriculum.

Submitted toguidance ofProfessor: Mrs.Saira Banoo Mr.Sharad Shukla Summer training coordinator

Under the Professor:

Submitted By: PRATEEK VASHIST MBA- III Semester (2009-2011)



It is an event of great pleasure in submitting this project work entitled, “MARKET COMPETITIVENESS OF RELIANCE COMMUNICATION VENTURE LIMITED IN LUCKNOW CLUSTER”- a marketing research project. I express my sincere gratitude to my industry guide Mr. Ashish Vats, Marketing Manager, Reliance communication Ltd. Lucknow, for his able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible. I would also like to thank the entire team of Reliance Communication Ltd. for the regular support and help in the successful completion of my project




For management career it is important to develop management skills.In order to achieve positive and concrete results, along with clear concepts the exposure to real situation existing in corporate world is very much needed and to fulfill this practical training is required. I did my SUMMER TRAINING in REALIANCE COMMUNICATION .It was my good fortune to get training in healthy and cooperative environment as I got ample opportunity to view the overall working of their MARKETING DEPARTMENT. All these inputs will help me when I embark upon a career as a manager in likewise organization. In the following pages an attempt has been made to present a comprehensive report covering aspects of my training.


No. i ii Introduction History of organization Organization Structure Product and services 1-23 24-40 41-42 43-50 51-54 55-57 58-78 79-80 81-83 . I II III PART-I 1 2 3 4 PART-II 5 6 7 8 9 Executive Summary Research Methodology Analysis and Graphical Representation Findings Suggestions and Recommendations 4 CONTENTS Certificates Acknowledgement Preface Page No.ii TABLE OF CONTENTS S.

10 11 12 13 Limitations Conclusion Bibliography Appendix 84-85 86-87 88-90 91-95 INTRODUCTION 5 .

India’s telecom policy is guided by overall development goals and the interests of the consumer. Indian Telecom sector. Consolidation among operators has been facilitated. TRAI has actively intervened in many areas to ensure a level playing field between operators. the regulatory framework has caught up with the need to manage a highly competitive market environment. The sector is more liberalized then many developing markets and in most respects. Tariff control have been removed or structured as ceiling tariffs in areas where there is limited competition. India is emerging as telecom manufacturing hub. Year 2007 was declared as "Year of Broadband" in India. The government of India. The telecommunication industry operates in a licensed and regulated environment.OVERVIEW OF TELECOM INDUSTRY India is one of the fastest growing telecom markets in the world with an addition of more than 6 million connections per month. FDI inflow in Indian Telecom sector is the highest among all sectors. both functioning under the ministry of communication and information technology decides on the policies that governs/regulates the sector and issues the licenses and registration. There is a current initiative to simplify the charging brands for long distance calls and to remove some of the artificial constrains in the segregation of long distance and access licenses. Starting from telegraphic 6 . Competition has been introduced into all segments and licenses are available to new entrants. has gone through many phases of growth and diversification. like any other industrial sector in the country. an independent regulatory authority known as Telecom regulatory authority of India (TRAI) was established in 1997. In order to protect and promote consumer interest and ensure fair competition. through Department of telecommunication (DOT) and Telecom commission.

Third phase: The third phase of the telecommunication reforms in India took place in the period of the late nineties. The growth of the private sector increased. 7 . Several private manufacturers of tailor made equipments entered the market. and WLL to the great 3G Technology in mobile phones. The government of India introduced the New Telecom Policy 1999. CDMA. The introduction of the New Economic Policy (NEP) in the year 1991 was a landmark in the history of telecom industry sector in India. Second Phase: The second phase of telecommunication reforms in India came in the early nineties. The Bharat Sanchar Nigam Limited (BSNL). Moreover. followed by the introduction of the Internet to the Indian market. there was introduction of International Long Distance schemes. The National Long Distance was introduced with free entrance. a corporate body of the telecom service sector was formed. The Videsh Sanchar Nigam Limited (VSNL) and Mahanagar Telephone Nigam Limited (MTNL) were set up under the Government of India's Department of Telecommunication. The TRAI was endowed with more power.The TRAI was established an independent regulatory body pertaining to telecom sector. radio paging and cellular mobile . the field of telephonic communication has now expanded to make use of advanced technologies like GSM. The concept of revenue sharing was introduced to replace the fixed license fee. Telecommunication Reforms in India: First phase: The telecommunication reforms in India started in the eighties with the mission better communication. both the public players and the private players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. There were private developer for indigenous technologies and the franchisee for STD/ISD and PCO increased. The telecom services were divided into basic telephony.and telephonic systems in the 19th century. This is regarded as the first phase of the reformation process. Day by day. The manufacturing of equipments pertaining to telecom sector was decentralized and several value added services were introduced into the market. Reforms in Indian telecommunication sector can be divided into broadly three phases.

The sector was privatized and with the abolition of the monopoly new player entered the consumer market. The sector of telecom was a monopoly under the Central Government of India. During the 1990s this sector faced fierce challenges due to the development in the technological sector.410 million from Rs 59.880 million) and ILD market (-13% Rs 43. Internet Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services.Impact of telecommunication reforms in India: Telecommunication Reforms in India revolutionized the telecom industries sector in India. Amongst telecom services. in terms of subscriber base telecommunications services have been growing at a CAGR of nearly 22%. The competition increased in the telecom sector.84 million) During the past three years. Cellular service. and has already allowed full mobility to wireless in local loop (WLL) operators as a first step. owing largely to the rapid increase in cellular service subscribers. Technological advancements and innovations contributed largely towards the reformation of the telecom sector in India. Telecommunications Regulatory Authority of India (TRAI) expects that the total number of cellular connections would bypass the total number of fixed line connections by late 2004 and early 2005. the rates were slashed in order to grab the share of the market and the customers were provided with better services. cellular services are the fastest growing. Government of India (GoI) plans to introduce a unified license for all telecommunication services in India. 8 .460 million from Rs 50.010 million) in 2003-04. with CAGR of 40 percent over the past four years. (Source TRAI) Telecommunication Services: Telecommunication services include Basic service. (As on March 2004 subscriber base of cellular operators is 33 million and basic operator is 42. Telecom services are growing at an approximate rate of around 5 percent per year in terms of revenue and mere 10 % in terms of subscriber base in last five years. The Telecommunication reforms in India were development and growth oriented. which is an important factor for the growth of the Indian telecom sector and in turn helped the Indian economy to perform well for the past few years. Partly the result is due to negative growth in NLD market (-14% Rs 51.

The reduction in NLD and ISD tariffs punctured the potential of the key revenue streams. However.Fixed Service Provider (FSPs): Fixed line services consist of basic services. closed user group and videoconferencing. excluding international revenues). As a result. The domestic market (i. such as leased lines. Tata-Tele-services and Touchtel are the leading private sector players. ISDN. Both public players and private players are competing hard to capture more and more market share. The state operators (BSNL and MTNL). and offer reliable. Market shares of public and private players in fixed telephony Source TRAI 9 . and collectively account for less than 5 per cent of subscriptions. private services focus on the business/corporate sector.164 crores. and has a current market size of Rs 30. whereas Reliance Info-com. Airtel. has been growing more than 5 per cent annually during the past three years. Internet telephony for ISD worsened the potential. The main revenue contributing value added services were NLD and ILD. national or domestic long distance and international long distance services. highend services. average-revenues-per-user (ARPU) of private operators are more than twice those of the state-owned service providers.e. Added to it was the phenomenal growth rate in cellular services. Private sector services are presently available in 18 circles. account for almost 90 per cent of revenues from basic services. MTNL and BSNL are the leading public sector players. with a base of 43 million lines.

2 million users in FY 2004-05.88 3.43 10 . BPL Etc.1990s.2 1. Also. Idea cellular. exceeding fixed line telephone subscriber base. Mobile telephony recorded more than 52. after the NTP 1999 the competition between the private players increased as the call rates got decreased and the tariff plans has been introduced. Reliance communication.58 6. so many private companies entered into the sector like Bharti-Airtel. mobile segment has welcomed more and more players every year.Cellular Services: Mobile telephony was introduced in Indian markets in mid. which show the percentage changes in the usage of wire line and wireless phone from 2002 to 2007. As a result the private players offered attractive schemes to the customers and the mobile phones became cheaper for the customer in comparison to the fixed phones. the sector has witnessed tremendous growth. (Source TRAI) Number of Mobile Subscribers in India from 1997 to 2004 Year ending 31-march 1997 1998 1999 2000 2001 2002 Mobile subscriber (millions) 0. The introduction of mobile technology in India and liberalization of sector changed the usage of telephone services in India. Liberalized policies have ensured lower tariffs and reduced roaming rentals. This will lead to increased usage of mobile phones. In the last few years. The changes can be understand by the following figures.34 0. The subscriber base is adding more and more customers every year. The consumers of fixed line telephones shifted towards mobile telephony.88 1.

Vodaphone. MTNL are providing GSM technology.5 22 37.15 52 143 (Source TRAI) (Source TRAI) The cellular services can be classified into two segments the one is CDMA (Code Division Multiple Access) and the other is GSM (Global System for Mobile Communications). BPL.4 10.9 . In south India reliance communications provides both GSM and CDMA technology.1 5.2003 2004 2005 2006 12.4 11 CDMA SUBSCRIBERS (in millions) 0.8 6. CDMA and GSM are actually two technologies upon which mobiles works. presently Reliance communication and Tata-Indicom provides CDMA technology and all the other companies namely Airtel. In the starting only GSM services were launched.69 26. Reliance communications were the first to launch the CDMA technology in India. BSNL . Idea. Number of GSM and CDMA subscribers year 2000 2001 2002 2003 2004 GSM SUBSCRIBERS (in millions) 3. Aircel.05 10.

Has ramped up GSM services.7% Mobile 19.5 105. there are five private service operators in each area.4 Mobile 17. and an incumbent state operator. MARKET OVERVIEW : Company Presence Subscribers Jul 06 (mn) Fixed BSNL Government owned. Almost 80% of the cellular subscriber base belongs to the pre-paid segment.2005 2006 2007 58.7 Share (%) Fixed 74. Presently.1 44. covering 1500 towns across the country.2 85 (Source TRAI) (Source TRAI) There are 25 private companies providing Cellular Services in 19 Telecom Circles and 4 Metro cities.4 180 19.6% 12 . National presence (except Mumbai and Delhi) 37.

Announced Plans to expand GSM footprint in North and North east Pure play GSM player in 2 circles 3.9% 2. with presence in all sectors. Telecommunication Equipment: 13 .4 7.6 1. low PC penetration.9 0. Integrated operator. Internet Service Provider: Internet has become very easily accessible with cyber cafes /kiosks increasing their density. Hutch has already started and Bharti has made test calls on the EDGE platform and the company is in talks with Siemens for EDGE-enabling some of its circles.0% 19. The DoT has allowed cellular companies to buy rivals within the same operating circle provided their combined market share did not exceed 67 per cent. Pure play GSM operator in 6 circles Integrated operator (along with VSNL) with presence in all segments. internet leased lines. Operates in Delhi and Mumbai.0 19. However. VPN etc is driving the growth of the internet services market. they were only allowed to buy companies outside their circle. There is no restriction on the number of internet companies and more than 185 companies are operational.0 4.6 7.4 6.9 8.MTNL Bharti Government owned. high bandwidth prices. the industry continues to face a number of bottlenecks in terms of regulatory treatment of ISPs. Provides CDMA services in 20 circles Operates in 2 circles.3% 21. Integrated operator. The growing demand of corporate for applications such as Electronic Commerce.1% Source TRAI Several GSM cellular service companies are climbing the EDGE bandwagon.2% 17.0% 8.2% 4.4 50 1. Internet telephony has been allowed officially from 1 April 2002. ISDN. Pure play GSM operator in 11 circles. not only in the metro towns but also in semi-urban towns.8 1. Previously.7% 2.4% Aircel Spice Others Total 2. Largest mobile services provider.0% 5.0 17.4 90 2.7% Reliance Hutch IDEA Tata Teleservices 3.3 15. Plans expansion of GSM network apart from being the largest private CDMA operators.4 2.7% 2. high cost of telephone access etc.

into Public Tele info centres having multimedia capability like ISDN services. resulting in crashing of import duties across the board and easy movement of goods from overseas.The domestic industry is worth Rs 303. • Transform in a time bound manner. Objectives and targets of the New Telecom Policy 1999: The objectives of the NTP 1999 are as under: • Access to telecommunications is of utmost importance for achievement of the country’s social and economic goals. telecom and consumer electronics and thereby propel India into becoming an IT superpower. (Refer to Appendix 5 for more details on this segment) “Growth in the telecom equipment market is expected to be driven by an increasing demand for telecom services. “Key players like BSNL. imported telecom equipment will account for 75% of the expenditure on telecom equipment in India. The industry is faced with two major challenges: India is being steadily opened up to the global market. Secondly. cable and terminal equipment are expected to drive the market in the years to come. Transmission equipment. and the provision of high-level services capable of meeting the needs of the country’s economy. including the rural areas. It is forecasted that by 2005. the telecommunications sector to a greater competitive environment in both urban and rural areas providing equal opportunities and level playing field for all players. to cut down on operations costs.000 million and has made little progress in comparison to the development of Telecom services in the country. wherever justified. Also switching systems will remain a big market. as trade restrictions are done away with. European and East Asian multinationals are outsourcing manufacturing to cheaper destinations in Taiwan and China. • Strive to provide a balance between the provision of universal service to all uncovered areas. • Encourage development of telecommunication facilities in remote. BPL and Hutchison will drive equipment market growth. Reliance. • Create a modern and efficient telecommunications infrastructure taking into account the convergence of IT. Availability of affordable and effective communications for the citizens is at the core of the vision and goal of the telecom policy. media. US. TATA. 14 . Bharti. remote database access. • Convert PCO’s. hilly and tribal areas of the country. with a size of around Rs 50 billion (CERC). government and community information systems etc.

which continues to grow at a blistering pace. Telecom Sector Milestones: Year 1991 1992 1994 1996 1997 1998 Event National Telecom Policy formed. foreign investment guidelines initiated Guidelines for private sector participation in basic services and cellular services First round cellular services and basic services launched Telecom Regulatory Authority of India formed Internet Service Providers Policy announced.Strengthen research and development efforts in the country and provide an impetus to build world-class manufacturing capabilities. Today. The rapid growth in the telecom sector can be attributed to the various proactive and positive policy measures taken by the government as well as the dynamic and entrepreneurial spirit of the various telecom service providers both in private and public sector. India with more than 125 million telephone network is one of the largest communication networks in world. • Protect defense and security interests of the country. • Enable Indian Telecom Companies to become truly global players. • UPDATES ON INDIAN TELECOMMUNICATION SECTOR The telecom sector has shown impressive growth during the past decade. • Achieve efficiency and transparency in spectrum management. telecom equipment segment liberalized Value added services like paging and VSATs opened to private sector. second round 15 .

137 villages. These incentives include five year tax holiday and concessional project duty import. and digital access via domestic satellite systems.000 km of optical fibre systems.8.000 telephone exchanges having a capacity of about 15 million lines and 12 million working connections. a number of private sector companies have been licensed to provide various value-added services in the country. The telecom sector would also be exempt from the minimum alternate 16 .000 km of digital microwave systems. Initiatives have already been taken to invite proposals from Indian registered companies for grant of operating licenses for basic telephone service.1999 2000 2001 2002 Source: Voice & Data. 23. DoT corporative Fourth round of basic service licenses and cellular licenses finalized International long distance to be opened up to private sector The Indian telecommunications sector consists of a network of over 21. The transmission network is due for expansion by the addition of 20. The government has recently announced a program of incentives to boost private investment in the telecom sector. In addition. A regulatory authority is also being set up. Telecom. which will now be treated as infrastructure. would be eligible for all fiscal benefits that other infrastructure sectors get. 2002 of bids completed New Telecom Policy. The network is expected to expand to a level of 20 million connections. Also envisaged is further connectivity to all rural areas. long distance tariffs reduced. Indian telecom is poised for a boom by the turn of the century. and suitable arrangements are being made to protect and promote the interests of consumers and to ensure fair competition. a large number of UHF radio relay systems. and telephone density is expected to grow to 2 per 100 people from the present density of 0. Migration from license fee to revenue sharing National long distance opened. The National Telecom Policy of 1994 has paved the way for private sector participation and funding to achieve the aim of universal coverage of telephone services at affordable prices. comprised of 557.

In the area of radio paging. a) RPG Services Ltd. a system of tendering is being followed for the grant of licenses because of limitations of frequency spectrum. mobile radio trunking and cellular mobile telephone service. These incentives will be extended to all cellular and basic telecom operators. companies registered in India are permitted to operate under license on a non-exclusive basis. (IIMA) 17 . The Department of Telecommunications and financial institutions have also finalized an assignability agreement which will facilitate funding of cellular and basic telecom projects. Status of tenders issued for value-added services: In order to achieve international standards. Mumbai (Bombay). Ltd. Eight Indian registered companies. The service has started in all the four metropolitan cities in the latter half of 1995. In the first phase. a) Modi Telestra b) Usha Martin Telecom Ltd. The names of the licensees in the four metropolitan cities are as follows: MUMBAI (BOMBAY) DELHI CALCUTTA MADRAS a) BPL Systems & b) Hutchison Max Telecom. Projects Ltd. Calcutta and Madras were invited in 1992. Cellular Mobile Telephone Service: The tenders for these services were invited in two phases. a) Bharti Cellular Ltd. b) Sterling Cellular Ltd. value-added services were opened to private investment in July 1992. Ltd. For all other value-added services. The External Commercial Borrowings limit for telecom projects will be made flexible. two for each metropolitan city were given license in November 1994. The government has allowed maximum foreign equity of 51% for value-added services. tenders for the four metropolitan cities of Delhi. Cellular b) Skycell Communications Pvt. except radio paging and cellular mobile telephone services which are 49%.

The service has since started in all the 27 cities by one or more operators. excluding 27 major cities were invited in February 1994. tenders for franchising cellular mobile telephone service in 20 Telecom Circles (excepting four metropolitan cities) were invited in January 1995. Voice Mail and Audiotex Services: Twenty-nine licenses have been awarded to nine companies. No bids were received for Jammu & Kashmir and Andaman & Nicobar Islands Circles. Wireless services subscriber base increased by 3. In the second phase. Eight companies have commenced the service.In the second phase. tenders to provide Radio Paging Service in 27 major cities of the country were invited in May 1992.21 million in February 2007. Radio Paging Service: In the first phase.000 e-mail subscribers in India. Public Mobile Radio Trunking Service: 262 license agreements have been signed with 29 companies for operation of PMRTS in 86 cities. Twelve companies have started the service. Thirtyone (31) licenses have been awarded to 11 Indian registered companies for operation of Radio Paging Service in 18 Telecom Circles. The service has been launched commercially in 11 cities in the Telecom Circles. Service has already been started by two companies in Mumbai. Thirty three (33) licenses have been awarded to 13 Indian registered companies covering 18 Telecom Circles. Nineteen (19) Indian registered companies have been awarded licenses for the operation of Radio Paging Service in 27 cities. Electronic Mail: Licenses have been awarded to 15 companies. Credit Card Authorization: Wireless Service: Licenses are likely to be issued to two companies for Credit Card Authorization. tenders for providing Radio Paging Service in 19 Telecom Circles. 64 KBps Closed User Group (CUG) Data Service through VSAT: Thirteen licenses have been awarded to private Indian companies.53 million in March 2007 as compared with 6. This lower growth in the month of March 2007 can be attributed to insistence by the Government to ensure 18 . There are about 28.

82%.31% at the end of March 2007 as compared to 12. The broadband subscribers were 2.21 million in February 2007 and thus there is addition of 0. The share of private sector has raised from 47.02 million in February 2007.40 million subscribers were added during March 2007 as compared to a decline of 0. With this the total subscriber base of wire-line reached 40.78 million in March 2006 registering an annual growth of around 68%.78 million in March 2007 as compared to 41.40 per cent in December 2007.05 million as compared to 98. The total wireless subscribers at the end of March 2007 are 166.83 million at the end of March 2007.80 at end of the March 2006 registering an increase of 43%. Increasing Role of Private Sector: The private sector has played a significant role in the growth of telecom sector. (Source TRAI) Wire-line Subscribers: In the Wire-line segment a total of 0.05 per cent in 2005 to 72.09 million broadband subscribers in March 2007. Broadband Subscribers: The Broadband connections (>256 Kbps download) in the country have touched 2.verification of subscribers.35 millions in March 2006 registering a growth of 70%. (Source TRAI) Tariff Rebalancing Measures: 19 .54 million in March 2006 registering a decline 1.30 millions at the end of March 2007 as compared to 1. The teledensity is 18. Tele-density: The gross subscriber base reached 206.

percentage of dialup subscribers declined to 66 % in March 2006 from 84 % yearon-year & came down to 60 % in June 2006." However.7 million Internet subscribers by June 2006.18 million broadband subscribers were achieved.9 million & is not likely to reach 2007-end target of 9 million. As per a new study by TRAI (Telecom Regulatory Authority of India). Broadband Wireless Market in India is all set to take off in a big way. As per RNCOS report "Indian Telecom Sector Analysis (2006-2007)". thereby reducing installing costs. "The Internet Access Market in India is all set to grow twice the existing value. Moreover. 3 million subscribers were aimed but just 0. number of broadband subscribers was around 1. The goals and objectives of TRAI are focused towards providing a regulatory framework that facilitates achievement of the objectives of New Technology Policy (NTP) 1999. Among the major hindrances in the Indian broadband sector is the speed at which broadband is provided. TRAI has endeavored to encourage greater corporation in the telecom sector together with better quality and affordable prices. but the segment is witnessing a fast growth rate boosted by cheap tariffs and easy & economic installation options as most broadband connections in India are DSL (digital subscriber lines) connections. The minimum effective charges for local calls have fallen considerably in recent months especially for cellular service. operators are offering exciting packages while some are even providing installations at zero or very low cost. In order to attract more customers. The long distance domestic as well as international charges have also fallen considerably. Around 20 % of those were using broadband to access the Internet.1997. with the increase in de-regularization.There has been a dramatic fall in the tariffs due to increased competition. Telecom Regulatory Authority of India (TRAI): TRAI was established under the Telecom Regulatory Authority of India Act. Till 2005. improper 20 . increasing consumer awareness. PC penetration etc. Such a scenario presents a very good opportunity for Wireless Broadband Services. At the end of October 2006. India had around 7. Though the tariffs have reduced significantly. the speed of the connection is still insufficient to justify its price. provided as an add-on over existing fixed line connections. Over 70% of the households in India have no access to wired lines and the number of mobile phone users far outnumbers PC owners. literacy level. broadband connections in India are still very much behind target. 1997 enacted on March 28.

more than six million new mobile phone users are signing up each month that makes India the fastest developing mobile phone market in the world. after the United States and China. FM radio and mobile video are becoming more and more popular. Mobile operators in India faces numerous regulatory obstacles. which can be quite successful in Indian market. according to Nokia.000 villages where a major fraction of Indian population lives. According to the COAI (The Cellular Operators Association of India). "India is one of the fastest growing markets right now in terms of mobile phone consumption and usage.& false billing and slower connection speeds (than specified by the ISP) are the key challenges for the sector. A cost-effective & scalable technology like WiMAX is needed to achieve these set targets.income living and huge size of mobile subscriber in India uses only SMS or voice services. India will be the number two mobile handset market worldwide by 2010 as demand of handset continues to grow: India will be the second largest mobile handset market by the year As per the research analyst at RNCOS. As per the Nokia's estimation. In India. including the high fees of interconnection. in news published on Agency faqs. taxes and levies that include high license fees. India is the largest untapped market where the 20% of the total world's population lives. high govt. new and more multifunctional handset with features like cameras. The cell phone users in India have doubled during the past years to 150 million by the end of the year 2006. Sunil Dutt. wireless & scalable broadband solutions. Presently. we are planning to cash in on and soon have the country emerge as the second-largest consumer for Nokia by 2010. The Indian government's 21 . This growth is predicted to come greatly from above 600." said Director-Sales of Nokia India. As this trend is expected to continue. Also. WiMAX has the potential to offer a perfect solution with longrange. India stands at third spot in the list of mobile phone markets in terms of Nokia sales volume. the largest mobile manufacturer in the world. "There seems no good reason why the mobile market of India can't grow more speedily than current estimation if the competitive and regulatory barriers can be removed. the launch of affordable and smart handsets with some attractive features is the major driver of the growth in the mobile market of India. Although the average Indian mobile user remains cost-conscious because of low. as per the news published on Tech2. abuse by present operators and shortage of spectrum. According to Nokia.

➢ Depending on where the technology is positioned in the company. GROWTH DRIVERS ➢ Vast geographic expanse of India acted as a catalyst to boost mobility ➢ Low call costs since 2002 fueled the wireless segment ➢ Narrowing gap of call costs between fixed and wireless convinced customers to subscribe to wireless connections ➢ Nationwide roaming facilities on GSM ➢ Internet + Subscription bundling ➢ Reduced cost of handsets (affordability factor) ➢ Customs duties have been reduced from 10% to 5% ➢ In remote areas where providing fixed line connections were difficult. corporate investment in information systems will lead to increased sales of services and software. wire-less did the magic. then they will be discouraging their economic position". and generally rebuild the way they are doing business.bottom line must be that if they have the mobile penetration of 3% in the year 2006. ➢ CDMA fixed wireless gave customers 3 in one advantage – Mobility. ➢ An accelerated rate of productivity growth wouldn't be possible unless companies large and small across the country are using information technology to cut costs. increase output. and slice costs from the supply chain remains a perpetual driving force for technology spending. internet and messaging. 22 . ➢ The need to boost competition. provide better value to customers.

COAI is the official voice for the Indian Cellular industry and on its behalf it interacts with: The policy maker.Market Share for major telecom companies The Cellular Operators Association of India (COAI): The Cellular Operators Association of India (COAI) was constituted in 1995 as a registered. • To assist relevant authorities by providing them information about the industry to help them formulate suitable policies for the industry’s growth. To facilitate affordable mobile telephony services for Indians. COAI’ main objectives are to protect the common & collective interests of its members. the regulator. • To study the best practices & research of the industry as well as to analyse the Cellular Experience worldwide. particularly modern communication through Cellular Mobile Telephone Services. the industry (telecom /non-telecom) associations Objectives of the COAI • To improve standards and competitiveness in the Cellular Industry and attain the status of world class infrastructure. Keeping the mandate given to it. With a vision to establish and sustain a world-class cellular infrastructure and facilitate affordable mobile communication services in India. non-profit. the licensor. non-governmental society dedicated to the advancement of communication. the spectrum management agency. 23 .

• To help achieve the national objectives of increased teledensity and improved Rural Access. Telecom Regulatory Authority of India. Ministry of Finance. to enable expansion of cellular services. security etc. • To dispense information and spread awareness among operators and consumers on issues relating to quality and other value added services provided by the operators to their subscribers. • To help address problems of cellular operators relating to operational. regulatory. financial. access. or licensing through interaction with the Ministry of Communications & IT. Ministry of Commerce. 24 . Financial Institutions etc. Department of telecommunications. coverage. • To maintain and upgrade services in terms of speech transmission. • To undertake continuous efforts for customer satisfaction.• To improve standards and quality of services in consultation with GSM India — the Indian chapter of the GSM Association.

Gujarat. Gujarat. Punjab. U. Haryana. Tamil Nadu. (W). Himachal Pradesh Assam. Rajasthan. Haryana. Madhya Pradesh. Himachal Pradesh Delhi (Metro). Bihar Mumbai (Metro) Mumbai. Himachal Pradesh. Karnataka. Gujarat. North East. West Bengal. Jammu & Kashmir. Haryana.(West). Kerala.( East).P.45 bn telecom market by FY 2010: Telecom sector targets announced by Government of India • 250 million subscribers by 2007 • 500 million subscribers by 2010 25 . Chennai. Madhya Pradesh. Kolkata. Bihar. Rajasthan. West Bengal. U. Punjab. Madhya Pradesh. Kerala. Maharashtra & Goa. Kolkata. Orissa.Members of COAI: Core members: Name of the member Aircel Limited Bharti Airtel Limited BPL Cellular Limited Vodafone Group Idea Cellular Limited Reliance Telecom Limited Spice Communications Limited Region Chennai. North East.P. Assam. UP (West). Maharashtra. Assam Orissa.P. Maharashtra & Goa. Punjab India poised to be a USD 40 bn . Kolkata (Metro). U.(E).P. Bihar. Andhra Pradesh. Mumbai (Metro). Chennai (Metro). UP (East). Tamil Nadu. Orissa. Tamil Nadu. Jammu & Kashmir. North East. Madhya Pradesh. Delhi. Mumbai. Kerala. U. Himachal Pradesh. Andhra Pradesh. West Bengal Andhra Pradesh. Karnataka. West Bengal Karnataka.

• 20 million broadband subscribers by 2010 • Mobile access to all villages with population of more than 1.000 by 2007 HISTORY OF THE ORGANIZATION 26 .

27 . Media Products Electricity. Telecommunications. Maharashtra.Anil Dhirubhai Ambani Group Type Private Conglomerate 1966 as Reliance Commercial Founded Corporation Headquarters Mumbai. India Key people Anil Ambani. Industry Finance. Chairman Energy. Wireless services.

Dhirubhai H Ambani) Few men in history have made as dramatic a contribution to their country’s economic fortunes as did the founder of Reliance.900 crore (US$ 3.6 billion). cash profit of Rs 12.6 billion). Dhirubhai H Ambani. he had a seed capital of barely US$ 300 (around Rs 14. Fewer still have left behind a legacy that is more enduring and timeless. Sh. net profit of Rs 6.4 billion) and exports of Rs 15.000 crore (US$ 22.000). is India's largest business house with total revenues of over Rs 99. founded by Shri Dhirubhai H. Nifty and MSCI (Sh.  Over 33 million customers – by far the largest in India  8 million individual shareholders – among the largest in the world  Group assets of over US$ 7 billion and Group net worth of over US$ 6 billion  Zero net debt at Group level  Group market capitalization of over US$ 20 billion . US$ 3 billion owned by foreign investors  Flagship Stocks included in About The Organization The Reliance Group. Movies www.Website Bonds.RelianceADAgroup.500 crore (US$ 2. Over the next three and a half 28 . When Dhirubhai embarked on his first business venture.8 billion). Ambani (1932-2002).200 crore (US$ 1.

when Reliance Textile Industries Limited first went public. split Reliance Industries. the Indian stock market was a place patronized by a small club of elite investors which dabbled in a handful of stocks. In 1977. the first ever Indian private company to do so. Dhirubhai is widely regarded as the father of India’s capital markets.decades. he converted this fledgling enterprise into a Rs 60. Reliance Anil Dhirubhai Ambani Group is a group of companies headed by Anil Ambani. The companies under the group are: • Adlabs Cinemas • Reliance Capital ○ Reliance Capital ○ Reliance Mutual Fund ○ Reliance Life Insurance ○ Reliance General Insurance ○ Reliance Money ○ Reliance Consumer Finance • • • • • • • Reliance Communications Reliance Energy Reliance Power Reliance Health Reliance Entertainment Tech Reliance DA-IICT 29 . The group (ADAG) was formed after the 2 feuding brothers Mukesh Ambani and Anil Ambani.000 crore colossus—an achievement which earned Reliance a place on the global Fortune 500 list.

30 .36 billion shares of the company.Reliance Telecom Industry Telecommunications CDMA service. along with Reliance Telecom and Flag Telecom.75 per cent of the company. CEO . Vice-Chairman Key people Reliance-ADA Group S. high-capacity. convergent (voice. Reliance Infocomm is an Indian telecommunications company. P. to offer services spanning the entire infocomm value chain. It uses CDMA2000 1x technology. According to National Stock Exchange data.Personal Business & Director . GSM service. data and video) digital network. it is India's largest private sector information and Communication Company. Reliance Infocomm is currently managed by Anil Dhirubhai Ambani. India Anil Ambani. is part of Reliance Communications Ventures (RCoVL). with over 30 million subscribers. integrated (wireless and wireline). which accounts for more than 1. Chairman and Managing Director Satish Seth.000 Reliance Communications (formerly Reliance Infocomm). Anil Ambani controls 66. It has established a pan-India.Reliance Communications is Reliance – ADA Group’s flagship company. Other major group companies — Reliance Capital and Reliance Energy — are widely acknowledged as the market leaders in their respective areas of operation Reliance Communications Limited Type Public (BSE: RCOM) Founded 2004 Headquarters Navi Mumbai. Shukla. Products Broadband Internet Service Revenue US$ 4 Billion Employees 33.

It will enable citizens to reach out to their work place. A digital way of life for a New India. Reliance communication will help men and women connect and communicate with each other. net ways and broadband systems linked to powerful digital networks. We will offer unparalleled value to create customer delight and enhance business productivity. educate and entertain themselves round the clock. while on the move. shop. It will enable people to work. With mobile devices. home and interests.Vision “We will leverage our strengths to execute complex globalscale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. both in the virtual world and in 31 . Reliance communication will usher fundamental changes in the social and economic landscape of India.” Reliance communication envisions a digital revolution that will sweep the country and bring about a New Way of Life. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.

Above all. Create new customer experiences. 32 . It will make available television programmes. These prophetic words of Dhirubhai Ambani will be a metaphor of profound significance for Reliance communication.the physical world. Books and CD ROMs would not be needed to get educated. movies and news capsules on demand. Videotapes and DVDs would not be necessary to see movies. Newspapers and magazines would not be required to keep abreast of events. Reliance communication will pave the way to make India a global leader in the knowledge age. Reliance communication will disseminate information at a low cost. Continually adapt new digital technologies. Constantly strive to be ahead of the world. "Make a telephone call cheaper than a post card". Reliance communication will transform thousands of villages and hundreds of towns and cities across the country. It will unfurl new simulated virtual worlds with exhilarating experiences behind the screens of computers and televisions. Reliance communication will regularly unfold new applications. Users of Reliance communication's full range of services would no longer need audiotapes and CDs to listen to music.

Information Technology and Communications. Atal Behari Vajpayee e-inaugurates Reliance Infocomm.1999 ➢ The Dream: "Make a phone call cheaper than a postcard and you will usher in a revolutionary transformation in the lives of millions of Indians" . 2003 ➢ February 14 33 Milestones . of India ➢ December 27 Hon'ble Prime Minister of India. Pramod Mahajan. 2001 ➢ May 1 First Media Convergence Node made "Ready for Electronics" at Jaipur 2002 ➢ January 15 First Base Transceiver Station (BTS) made "Ready for Electronics" ➢ February 25 Obtains International Long Distance License from Govt. Hon'ble Union Minister for Parliamentary Affairs.Dhirubhai Ambani ➢ The Reality. Andhra Pradesh & Maharashtra. inaugurates NNOC. November 15 Reliance Infocomm begins Project Planning 2000 ➢ May 10 Optic fibre laying process commences in Gujarat.

a wholly owned subsidiary of Reliance Infocomm.acquires one million customers in 10 days. February 9 Launches RIM Prepaid with attractive offer . Bangalore ➢ October 30 Reliance becomes India's largest mobile service provider within 7 months of commercial launch ➢ November 3 Customer base touches 5 million ➢ December 19 Adds 4500th Contact Centre Executive Contact Centre becomes the largest such facility deployed by any single Indian Service Provider 2004 ➢ ➢ January 12 International wholesale telecommunications service provider. ➢ July 1 Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection for just Rs 501.Launches Reliance WebWorld in top 16 cities ➢ March 31 Launches International Long Distance Services ➢ April 25 Introduces colour handsets ➢ May 1 Launches Reliance IndiaMobile Service commercially in top 92 cities with one million customers. FLAG Telecom amalgamates with Reliance Gateway.For Rs 3500 get a Motorola 34 . Sets world record . ➢ Aug 26 Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal ➢ October 6 Launches integrated broadband centre at Reliance WebWorld.

September 15 Reliance Communications. receives Voice & Data "Telecom Man of the Year" award October 19 Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry Achievement Award for International Leadership. January 04 Reliance introduces first e-recharge facility in CDMA in India. June 26 Anil Ambani appointed Chairman of Reliance Infocomm. UK launched Reliance IndiaCall service in England and Wales enabling callers to make high-quality calls to India from any landline or mobile phone at economical rates.➢ ➢ ➢ ➢ C131 mobile phone and Rs 3240 worth of re. Ambani. Chairman.charge vouchers instantly and stay connected for 1 year.a major new Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong Kong via India May 27 Reliance Infocomm receives the Most Promising Service Provider of the Year 2003 (Asia Pacific) award at the Asia Pacific Technology Awards instituted by Frost & Sullivan. September 6 Mukesh D. August 11 XLRI's Post-Graduate Certificate programme in Logistics Supply Chain Management (PGCLSCM) launched on Reliance WebWorld's virtual classroom platform. 2005 ➢ ➢ ➢ ➢ ➢ 35 . first of its kind e-learning programme in India. February 17 Reliance subsidiary Flag Telecom announces FALCON Project . Reliance Infocomm. January 24 Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65 crore Indians by December 2005.

lists on the Bombay Stock Exchange and National Stock Exchange. December 28 Reliance Communications’ FLAG Telecom announces FLAG Next Gen to cover 60 countries 2006 ➢ ➢ ➢ ➢ ➢ ➢ ➢ 36 . a member of the Reliance . One Tariff" to enable Reliance IndiaMobile prepaid users to call anywhere in India at Re one per minute. including a global hubbing service. January 01 Reliance Infocomm launches "One Nation. India's leading integrated telecommunications company. to subscribers in the two countries.Anil Dhirubhai Ambani group. April 27 Reliance Communications launches India’s first Talking Message Service (TMS) enabling its mobile users to send voice messages to not only other mobiles but also fixed wireless phones (FWP) and landlines. (RCVL). July 03 Reliance Communications launches 'Hello Capital Plan' to enable its subscribers in 19 state capitals to call each other at the local call rate of 40 paise per minute. March 06 Reliance Communications Ventures Ltd. July 19 Reliance Communications slashes ILD rates by up to 66% September 5 Union Communications & IT Minister Thiru Dayanidhi Maran inaugurates Reliance Communications’ FALCON Cable System. December 12 Reliance Infocomm and China Telecom sign agreement for telecom services to provide direct telecommunication service.➢ ➢ October 13 Reliance WebWorld wins Frost & Sullivan Market Leadership Award for Video Conferencing services.

4 million subscribers in December ‘06 January 30 Reliance joins Lenovo and Intel for "Internet on the Move" March 23 Govt’s Rural Telephone Scheme(RDEL)through Reliance Communications successfully closes by March 31.Dhanadan Pack September 10 RCOM launches BlackBerry 8830 World Edition Smartphone 'Bloomberg Professional' now on Reliance Mobile October 20 Reliance Communications to launch nationwide GSM Services under existing Unified Access Service Licenses 37 . the official global partner for the first edition of ICC Twenty 20 World Cup Championship 2007 in South Africa unveils the coveted Trophy in Mumbai and announces Dhoni .2007 ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ January 10 Reliance Communications adds a record 1.2 million subscribers in March 2007 May 2 A Classic Bonanza – Reliance Communications unveils handsets @ Rs 777 May 9 RCOM bags West Bengal E-Governance Project August 31 Reliance Communications .2007 April 6 Reliance Communications acquires 1.

While state-of-the-art digital feature-rich wire line switches will meet the growing needs of Indian corporates. The entire network is seamlessly integrated with the deployment of a range of operations and business support systems (OSS / BSS). These systems help make Reliance operations more efficient and customer friendly. CDMA 1X provides an in-built connectivity to internet which gives users the power of accessing internet and data services anytime. These services are the outcome of state-of-the-art network technologies that have been inducted in the Reliance communication network. In addition. Call center technologies deployed would helps Reliance to give the best customer service. In the fast moving and competitive knowledge era. the CDMA 1X based wireless switches are advanced enough to provision not only quality spectrum efficient voice services but also 144 kbps of data rates besides SMS and MMS services. Reliance communication is revolutionizing telecommunication in India by provisioning services that would match with the leading operators of the most developed countries. 38 . In addition gigabit Ethernet will provide broadband services on wire line access. Besides circuit switched technologies. The switching technology deployed in our network is based on a combination of wire line and wireless switches.Technology Reliance communication is the synergy of information and communication services brought about by the digitalization and convergence. the state-ofthe-art NOC helps Reliance monitor thier entire network at one place. the backbone also has IP architecture and uses MPLS technology to carry data on an overlay network. Reliance network consists of the latest switching. Reliance communication is not only a driver of growth but also competitive. transmission and access technologies. The core of the network consists of fiber deployed throughout the country. These switching technologies will enable Reliance to provide high quality of voice and data services to give a new experience to users. Deployed over the fiber media are the DWDM and SDH transmission technologies in ring topology to provide ultra-high bandwidth capacity and failure proof backbone.

➢ Wireless network covering over 20.000 kms of optic fiber backbone. NETWORK PAN India network and town coverage. 39 . The technologies will help Reliance communication to provide world class telecom services in both voice and data at prices affordable by the Indian masses.5 lakh villages and counting. 000 Base Transceiver Stations (BTSs) across the country. All handsets are data enabled that will permit users to access our bouquet of services.000 towns and 4. ➢ 15. the most important aspect of Reliance services is the range of feature-rich CDMA 1X handsets with wider colour display at attractive prices.Finally. ➢ 80. ➢ Network with superior reliability.

LG. Reliance India Mobile 2. These tools constitute the marketing mix. ➢ Marketing Mix of Reliance communication Marketers use numerous tools to elicit desired responses from their target markets.000 km. which also offer popular handsets of Nokia. • Caller line identification • Value roaming • Voicemail service • Way call conference • Caller line identification restriction • International SMS 40 . home. The four broad groups which we call the four P’s of marketing are as follows: ➢ Product ➢ Price ➢ Place ➢ Promotion An apportionment of the combination. They include features like: • In-built modem for Internet connectivity. The goal of Reliance communication is to progressively expand its optic fiber network and eventually cover 116. Classic and Black Berry. and office in all 640.500 towns and cities of India.➢ All this managed from our state-of-the-art national network operations centre in Mumbai. the integration of the elements and the effort put into the product can be enumerated as follows: Product Products offered by Reliance include: 1. Reliance India Call Reliance includes large variety of handsets. with the ability to seamlessly connect every individual. the designing. Reliance Broadband 4. Reliance Net-connect 3.000 villages and 2. Reliance Data Card 6. Motorola. Reliance India Phone 5.

• Cameras • Multimedia players. All this managed from our state-of-the-art national network operations centre in Mumbai. to increase to around 8. 41 . 65. Reliance communications give mobile handsets at unbelievably low prices the set range starts from Rs.000 kms of optic fiber backbone.777 and goes to Rs.500 by December. (the features of set depends upon the cost of set not every set contain all the written features) Reliance India also provides with after sales services by way of dealing with customer complaints that can be dealt at Reliance web stores. 99 on net pack. • Blue tooth. Place Reliance India Phone has coverage of ➢ 1. ➢ Wireless network covering over 15000 cities/towns and 4 lack villages. It has in all 4 web worlds in Lucknow. Price Reliance has flexible tariff plans that could be opted for depending on the various spend levels and calling patterns of the customers. ➢ Network with superior reliability. ➢ 4. Unlimited 440. There are tariff plans which enables customer to call Reliance to Reliance 24 hour all India free. These flexible tariff systems has been developed keeping into consideration the segmentation of the customers on the basis of demographic.300 Base Transceiver Stations (BTSs) across the country.• Call wait/call hold/call divert • SMS chatting • Internet E-mail. Its distribution channel includes➢ Reliance Web world Reliance Web worlds are company managed retail outlets where Reliance India Mobile and Reliance India Phone products are showcased and retailed. That reduces the call rates. geographic and behavioral basis. 30000. For postpaid subscribers they have NJR 199 SOHO. SMS packs.

➢ Installation of signage. Reliance has a very aggressive promotion campaign which includes newspapers. hoardings. magazines. The drop boxes are located at Reliance Web worlds. There are 22 web world expresses in Lucknow. ➢ Mini CIOU’s(Customer Integrated Operation Units) Lucknow has 1 CIOU’s. road shows and various discount schemes. ➢ Super Direct Sales Agents (DSA) Customers can contact Reliance Sales Agents for demonstration of products. subscription and delivery of Reliance India Mobile Services at their doorstep. gantry. glow signs and hoardings.➢ Reliance Web world Express ( Now RMS) Reliance 'Web world Expresses' are franchised retail and customer service outlets in the neighborhood customers. Reliance have fixed drop boxes at various locations through out the city. ➢ Payment Location To help customer pay their monthly bills. television. Reliance 'India Mobile’ and Reliance 'India Phone' products are showcased and retailed at Reliance 'Web world Express'. pamphlets and brochures to the vast pool of retailers. through celebrity endorsements. hoardings etc. The Company has spent a large amount of money in sales promotion by means of media advertising. Retail shops. Vimal showrooms and various bank branches. Some of the prime mediums of promotion regularly used by the company are: ➢ Regular supply of collaterals. ➢ Print media 42 . offer details. Promotion Communication adds to the merits of the product and induces target customers into buying the product.

90 lack on advertisement in recent brand change programs. It proves the promotion consciousness of RCVL. ORGANIZATION STRUCTURE 43 .➢ Audio video medium of communication Company had spent Rs.



Product Range
For the first time in the CDMA space anywhere in the world, Reliance Infocomm has indigenously developed a revolutionary product, named Get Started Kit (GSK), to empower its subscribers with the flexibility to choose from its wide range of handsets, as well as the choice to select mobile phone numbers of one's choice. India's largest mobile services provider with over nine-million subscribers, Reliance Infocomm rolled out the GSK, which is available at Reliance WebWorlds and the 40,000-strong channel partners across the country. With the new GSK, available for both prepaid and post-paid subscribers in separate packs, one can purchase any Reliance-approved handsets from the open market and get them activated, that too with numbers of their choice. Hitherto, Reliance Infocomm, or for that matter any other CDMA operator, has been providing handsets with pre-activated numbers. The GSK consists of a pre-allocated ten-digit RIM number and a nine-digit unique PIN to help activate a handset. The new product is ideally suited for those who would like to have a number of their choice, those who would like to have local numbers when they move to new cities or towns and those who would like to either sell or gift their old handsets and buy new ones. Benefits of GSk’s ➢ GSK offers flexibility to choose from an array of handsets ➢ Will also boost second hand phone market ➢ Rollout across Reliance WebWorlds and 40,000-strong channel chain

Reliance Infocomm Ltd., a Reliance group company, is India's largest mobile service provider with over 40 million customers. Reliance Infocomm has established a pan-India, high capacity, integrated (wireless and wire-line) and convergent (voice, data and video) digital network, to offer services spanning the entire Infocomm value chain - infrastructure, services for enterprises and individuals, applications and consulting.

Services provided by Reliance communications
Reliance communication offers revolutionary, data, video and value-added services at a cost affordable by all, in the largest and most complex rollout in the history of the information technology and communication sector worldwide. Reliance communication’s current ventures include: • Reliance India Mobile ✔ Post paid ✔ Prepaid

Wireless services (FWP, FWT).

• Reliance Net Connect. Broadband services. Reliance Communications provides a wide range of hand sets to their customers, Reliance India Mobile Includes LG, Nokia, Classic, Motorola and Black Berry hand sets. The handset ranges from Rs. 777(classic) to Rs. 30990(Black berry). The customer can choose any of the services of RIM (prepaid and postpaid) according to their choice and usage and then select the mobile set. The post paid services of rim gives very attractive plan which no other company is providing in the Lucknow cluster, it gives individual as well as corporate connections, the advantage of corporate connection is that in this connection CUG can be activated and the subscriber of corporate connection can talk to each other for free. There are other plans for different usage like all India rim to rim free (unlimited 440) and roaming plans are also provided by the RIM. In the pre paid


section RIM offers 99 and 299 GSK, with these GSK a customer can start his connection the 299 GSK comes with lifetime incoming. After that RIM provides a wide range of recharge coupons starting from Rs. 10 to Rs. 10000 on Reliance mobile and from RS.25 to Rs. 3370 on Reliance FWP. RIM also provides special tariff vouchers (STV) according to the different usage of customers.

List of handsets provided with RIM Reliance also provides FWP (fixed Wireless phone) and FWT (fixed wireless terminals). These devices are available with prepaid and postpaid. FWP are portable and can be used easily anywhere in the circle. At the present FWP and FWT are provided only on classic handsets. Reliance Communications also offers Net connect. Net connect is a wireless device for using Internet, the customer can connect it on laptop and on desktop, it is a portable device. The net connect device is of two kinds the one is USB modem and another is Data card. The USB modem can be connected on both

Aligunj. in the different areas of Lucknow. can easily avail the information about the mutual funds. Reliance Net connects give high connectivity and give speed up to 3. postpaid connections. They take complains regarding recharge.on laptop as well as on desktop. • Mutual funds: At web words. Indra Nagar. to use the services of broadband at web words one have to take the membership. it provides services of video conferencing. The reliance net connect service is on both prepaid and postpaid. Reliance Mobile Store (RMS): 49 . so those customers who visit the web word and are interested in investment in the mutual funds. Functions of web words: • SALES: at web words all the products of Reliance communications are present for sales like prepaid connections. The cost of Netconnect USB modem is Rs. Presence of Reliance communication in Lucknow market Reliance web word: Reliance communications have four web words in Lucknow. • BILLING: post paid customer can pay their bills at web words. Reliance mutual funds have a strategy of calling that customer whose monthly bill is above Rs. mobile sets. gamming and surfing. Tulsi Hazratgunj and Gomti Nagar. But the Data card can only connect on laptop which has PCMIA slot. termination. In this section reliance provides broadband and fixed telephones. net connect. there is a counter of reliance mutual funds. WLL.1Mbps. Reliance also provides broadband services which come under fixed line or are provided through wire. network problems etc. • Broad band service: At reliance web word broad band services are available in which reliance provide high speed internet connectivity (256 kbps). STVs. FWP and FWT. 100. 2299 . software problems. 2000. • Customer care: Reliance communications provides customer care services at every web word. retention. The minimum member ship cost is Rs. recharge coupons.

Not only in distribution and sales reliance is also expanding its network day by day and it is now having full network coverage in all the high ways and villages. These teams directly go to the markets and sell the post paid services of R Comm to the companies (corporate) and individual customers. At RMS people can get reliance products and can pay their bill. And distribute to the retailers in Lucknow markets and in the outskirts of Lucknow. to make available product and services of R-Communication to its customers. Distributors: Distributers in Lucknow take products of R-com from the down office of Reliance communication at BTC House in Gomti Nagar. Mini CIOU: Mini CIOUs are also like RMS sales and collection work is done at this MINI CIOU. There are eight distributors in Lucknow cluster. The members of DST and DSA have individual monthly targets. So this is how Reliance communications products and services are reaching to the every part of Lucknow market and in the outskirts of Lucknow. to motivate the members. Rae Bareli etc. Customer care services at Reliance Communication 50 . There is just one mini CIOU in Lucknow at Vikas Nagar and four mini CIOU in outskirts of Lucknow like Sultanpur.There are 22 RMS at different places of Lucknow. Retailers: There are so many retailers in Lucknow market who sell Reliance Communication pro duct in the market. And at the end of every month the good performer gets prizes. There are teams of DSA and DST. The customer care service is also provided at RMS. which they have to achieve. DSA and DST: DSA (direct sales agent) and (direct sales team) are employees Reliance communication.

no changes can be made in the customer’s account using this soft ware. • ICCM is used for billing and problem related to the billings it contains all the information about the customer. ICCM (integrated credit control management). 51 . Reliance communications owns a trained. • UCS –again only one way information of call can be retrieve from this software and no changes can be made in customers account. 3. activation of different tariff packs etc. open and bar of STD and ISD of customers. Simplify 4. no changes can be made in the customer’s account using this software.For reliance communications customers are assets. To help its customers Reliance comm. they are as follows: 1. There are four softwares which are used by the customer care department. after that timing the cross checking is done that whether problem is solved or not and if in case the problem could not be solved the customer care calls the customer and communicate for further timing from the customer for solving the problem. There are toll free no’s for the convenience of the customers. For every case of complain there is a minimum timing in which the problem get solved. To provide instant solutions to the complains of customers reliance Uses FTR (first time resolution) system. Mini CIOU and RMS. • Clarify customer portal is the most important soft ware. Have strong management information system. This software is only to get the information about the customer. in this system the customer gets the solution of his problem in just one visit or call to customer care. Clarify customer portal. to Open and bar the incoming out going of customers. And Reliance is always ready to provide good services to its customers. Customer care is also available at all the Reliance web word. This soft ware is for only get the information about the customer. This soft ware is used for changing the MDN (number) retention of old MDN to a new set. • Simplify is a soft ware which is used for the purpose billing. well managed and 24 hour customer care center. at the time of entering the problem or complain of the customer the software gives the minimum timing that timing is communicated to the customer. UCM These four softwares help the customer care to work efficiently. 2.

for recovery of bills a legal notice is send to the customer. In Lucknow cluster there is a collection team which is headed and managed by Reliance communications manager. And through courier service calls are also made by the collection department to the customer to remind about the billing date and due date. customer who are not willing to pay the bills directly. The collection system of reliance communication is divided in six parts. a collection team member goes to the place of those customer and collects the bill. it gives the further confirmation about the customers. FTB confirms the billing address of the new customer and billing date and billing method of the new customer. If any customer is paying his bill in this basket he has to pay late charges and if over due exceeds 30 days customers outgoing services gets bared automatically. The information of the bills is send to the customers through an SMS. Customers can directly pay their bills at any reliance web word. 60 to 90 days basket: If a customer not pays his bills after 60 days of over due. And if over due period exceeds 45 days incoming services of customer gets bared automatically. It provides customer with cheapest rental plans. the bill falls in this basket. 5. mini ciou. 3. This team collects the bills of postpaid services some private agencies are also hired by the reliance for the work of collection. Most of the billing activities are done in this basket. In this basket. 2. and at RMS. 30 to 60 basket: If a customer not pays his bill even after 30 days the bill falls in this basket. STB: Second time billing. Current basket: Those bills fall in this basket which are in between the date of bill generation and due date.Bills Collection system of Reliance Communication Reliance communication is no. This basket is called hard recovery basket. one post paid service provider. when a customer pays his first bill. 0 to 30 basket: it is the period of 30 days of overdue. Which are as follows: 1. 4. FTB: First Time Billing. 52 . For such bills the collection team visits the customer for recovery of bills. 6. tariff plans and best collection services for the bills.

Vimal showrooms and various bank branches. Reliance has installed drop boxes at various locations through out the city.To help customers pay their monthly bills. EXECUTIVE SUMMARY 53 . retail shops. The drop boxes are located at Web worlds.

 To determine and analyze the results of the survey along with the various relationships between factors.TOPIC Study on “Market competitiveness of Reliance communication Venture limited in Lucknow cluster”. RESEARCH INSTRUMENTS USED 54 .. RESEARCH DESIGN Exploratory research design was used for this project.  To interact with the retailers formally and informally and ascertain their problems empathetically. OBJECTIVE Objectives of the research are:  To conduct a survey and ascertain / identify various types of services which effect retailer’s satisfaction and there operations.

METHODS OF DATA COLLECTION Data collection used for the specific purpose of the research was first hand data called primary data. SAMPLE DESIGN SAMPLE SIZE: 100 SAMPLING UNIT: Telecom retailers SAMPLING DESIGN: Non Probability– Quota Sampling FINDINGS • Most of retailers think that the Reliance Communications Advertisement campaigns are not as effective as other companies. It is the first hand data. • Most of the retailers prefer GSM in comparison of CDMA because GSM gives a huge choice of handsets.Methods used under this kind of research design are:  Developing plans for the research  Drafting questionnaire  Survey  Analyzing and interpreting the results. 55 . The method that was used for obtaining primary data was through questionnaires. which is collected through direct involvement of both the parties.

this arises when respondents are unwilling to listen or talk. • Time was the major constraints in interviewing required retailers. • Most of the retailers agree that Reliance is providing the best offers and tariff plans. LIMITATIONS • The scope of the study is restricted only to the major areas of Lucknow and does not include the outskirts.• Reliance Communication is offering good schemes to attract new customers. • Most of the retailers think that Reliance connectivity is not as good Airtel and Vodafone. • According to the most of retailer’s no. • Responsive error ---. 56 . one prepaid service provider is Airtel and Reliance stands second in prepaid services.


RESEARCH METHODOLOGY Research refers to search of knowledge. According to Clifford Woody “The research comprises defining and redefining problem. companies are attracting customers by offering new plans and cheaper call rates.formulate hypothesis or suggested solution . network coverage and good communication with retailers.organising and evaluating data. Like customer care.collecting. So in this competitive scenario there are different factors which can give competitive advantage to the companies. In the present scenario the competition among this player is very high.” OBJECTIVE The primary objective of the research is to understand. . Vodafone. Idea. 58 . analyze and interpret the telecom market dynamics and its competitiveness in local telecom market. BSNL and Tata Indicom. In local market there are six players in the market Reliance Communication.making deductions and reaches onclusion and at last carefully testing the conclusion to determine whether they fit the formulated hypothesis. Airtel. Objectives of the research are:  To conduct a survey and ascertain / identify various types of services which effect retailer’s satisfaction and there operations.

The major emphasis in this study is on discovering of ideas and insights. The object of the survey is to obtain the insight into the relationship between the sales and services rendered by the companies. RESEARCH INSTRUMENTS USED Methods used under this kind of research design are:  Developing plans for the research  Drafting questionnaire  Survey  Analyzing and interpreting the results. The method that was used for obtaining primary data was through questionnaires.  To interact with the retailers formally and informally and ascertain their problems empathetically. The telecom retailers are my research subjects. RESEARCH DESIGN Exploratory research design was used for this project. METHODS OF DATA COLLECTION Data collection used for the specific purpose of the research was first hand data called primary data. Here I have used method of research-based survey. which is collected through direct involvement of both the parties. It is the first hand data. To determine and analyze the results of the survey along with the various relationships between factors. SAMPLE DESIGN 59 . The main purpose of this research is to interact with retailers and to know the satisfaction level by the quality of services being rendered by different telecom service providers.

which decide our sampling techniques and the sample size to be adopted. so that they can easily compare the companies with out being biased towards any single company. INTERPRETATIONS 60 . This would further help the whole research to reach the final solution. From the population I have chosen only those retailers who are selling the products of all the six companies.Sampling is done to figure out the parameters. It is the process of selecting units from population of interest so that by studying the samples one can fairly generalize the results to the population from which the results were chosen. SAMPLE SIZE: 100 SAMPLING UNIT: Telecom retailers SAMPLING DESIGN: Non Probability– Quota Sampling I have planned to do the research by personally visiting the retailers or through telephonic interview. These retailers have been picked up from the sample population from the prime locations in Lucknow telecom market.

Offer from the companies to the customers at the time of new connections. Prepaid services. 7. 4. Internet/ data card services. 3. 6. Postpaid services.Value added services (VAS).FACTORS OF COMPARISON The fourteen factors on which I have compared the companies are: 1. Customer care. Offers to the existing customers. 8. Network Connectivity in Lucknow. 5.Profitability from the retailer’s point of view.Communication with retailers for new schemes and changes in schemes. 9. 61 . 10. Advertising Campaigns 2. Products and tariff plans. 11. 12.

Campaign 15 Offer @ new 22 Connections Connectivity 20 Offers 35 Customer care 20 Products and 37 tariff Prepaid 35 postpaid 42 Internet data 35 VAS 22 Good 32 Airtel Idea 27 20 37 20 40 15 37 20 42 37 25 17 20 5 17 5 27 12 12 2 10 12 62 Vodafone Tataindicom 33 3 15 0 25 10 32 8 13 18 0 13 23 0 3 0 5 0 0 8 8 3 BSNL 5 23 13 15 3 8 3 8 13 10 5 Total 100 100 100 100 100 100 100 100 100 100 100 .Response. Tabulation of the questionnaire responses is as follows: Reliance Comm. for the requests of the customers and retailers.13. 14.Demand in the market. Ad.

Tata indicom Looking at the responses Vodafone is doing very well in advertising campaigns. Airtel III.Reliance V. Reliance stands at fourth position in advertising campaigns. it depicts 63 .Idea IV. BSNL VI. Vodafone II. Advertising campaigns: INTERPRETATION Ranking: I.Communication s with retailers profitability Demand Response overall 32 30 20 397 15 27 35 397 22 12 5 176 10 13 30 243 8 3 0 41 13 15 10 144 100 100 100 1.

BSNL II. Reliance is at the second position. Tata Indicom These offers are given by companies to attract the customer of other service providers or new customers of the industry. though reliance offers are very attractive but the reason is Reliance offers CDMA connection that may be a reason why it stands at the second position.Vodafone V. Reliance is far behind Vodafone in advertising campaigns. INTERPRETATION Ranking: I. which shows its weakness. Surprisingly 23% of the retailers think that BSNL provides best offers with new connections. Reliance III. Offer from the companies to the customers at the time of new connections. 1. Network Connectivity in Lucknow 64 . 1.Airtel and Idea IV.that the reliance advertising is not as effective as Airtel or Vodafone.

But still retailer thinks that Reliance network is not as good as Airtel and Vodafone. Reliance Communication uses CDMA technology which gives better connectivity and better voice clarity comparing to the GSM technology. Airtel III. Offers to the existing customers INTERPRETATION Ranking: I. Being good in connectivity is essential to survive in telecom sector.INTERPRETATION Ranking: I.Reliance IV. Airtel II.Tata indicom Reliance communication stands third in terms of connectivity. 1. Airtel and Vodafone have better connectivity. Reliance II.BSNL V. Idea VI. Vodafone III.Idea 65 .

Airtel II. Vodafone III.Tata indicom Reliance stands at the first position in providing offers to the customers.IV. INTERPRETATION Ranking: I.BSNL V. Reliance keeps on launching new attractive offers time to time.Reliance IV. BSNL VI. Vodafone VI.Idea V. No other company can offer mobile sets at such cheaper rates. Customer care. 66 . 1. 1. Products and tariff plans. In last two months reliance has launched five new offers on color mobiles of LG and Classic at the rates. Airtel got 40% of the votes from retailers. which show that retailers are well satisfied with Airtel customer care.Tata indicom Customer care is a very important factor for any company in taking competitive advantage. Retailers think that Reliance is at the third position in customer care.

INTERPRETATION Ranking: I. Airtel II. Reliance II. Prepaid services. Idea is also offering cheaper call rates and attractive tariffs to the customers. And hence it stands at the first. Idea III. 1.BSNL & Vodafone V. Reliance III. cheapest call rates and attractive tariff vouchers. Reliance also provides LG and Classic handsets at unbelievably low cost.Vodafone 67 .Airtel IV. INTERPRETATION Ranking: I. Tata indicom Reliance offers best plans.

Which is still far away it shows that reliance has well captured the postpaid market.IV. The reason may be due to the difference in the technology that is CDMA and GSM. BSNL VI. 1.Airtel IV. BSNL VI. one position in postpaid services no with no competitor near it. Vodafone III. Postpaid INTERPRETATION Ranking: I.Tata indicom 37% are in the favor of Airtel and 35% are in the favor of Reliance. 1.Tata indicom Reliance enjoys no. Internet/data card 68 . Reliance II.Idea V.Idea V. the nearest competitor is Airtel 20%.

Airtel II.Vodafone In broad band segment Airtel is no. one reason in Airtel broadband is available in every area of Lucknow but the conditions are not same with reliance its broadband is available in some parts of Lucknow. Reliance III. The only competitor in this segment of net connect is Tata indicom.BSNL IV. Airtel II. Reliance offers net connect with attractive schemes. Idea VI. Reliance III.INTERPRETATION Ranking: I.Vodafone 69 . Reliance also provides Net connect facility which is a better service than broadband it is a wire less service which can be used with laptops and desk tops as well.Tata indicom V. Net connect is now getting very popular in the market. 1. Value added services (VAS) INTERPRETATION Ranking: I.

BSNL & Idea V. This is a good sign for Reliance communication. Profitability from the retailer’s point of view 70 .Tata indicom I asked this question to the retailers to know which company is friendly with the retailers. Retailers think that Reliance is the in communicating about changes in schemes and new schemes. 1. BSNL VI. and if a company is not communicating well with retailers about the changes in schemes and about new schemes.Vodafone IV. Reliance II. Airtel III.Idea V. Communication with retailers for new schemes and changes in schemes INTERPRETATION Ranking: I. The retailer will communicate wrong or old scheme and call rates to customer which may alter the sales of that company. Tata indicom In value added services reliance stands second and Airtel is again no. Both Airtel and Reliance are providing excellent VAS but the target customer of Reliance and Airtel are different 1. one in this segment. since retailers play a very important role in increasing the sales of any company.IV.

INTERPRETATION Ranking: I. Reliance II. Idea III.Airtel IV.BSNL V. Vodafone VI.Tata indicom Asking about which company is more profitable for retailers. The majority of the retailers think its Reliance. The reason behind asking this question was, retailers would promote the sales of that company more which is more profitable for them. Idea is the next more profitable company for retailers.

1. Demand from the customers

INTERPRETATION Ranking: I. Reliance II. Airtel III.BSBL IV.Vodafone V. Idea VI.Tata indicom

The figures depicts that Reliance has highest demand in the market. The next is Airtel.

1. Response, for the requests of the customers and retailers

INTERPRETATION Ranking: I. Airtel II. Vodafone III.Reliance IV.BSNL V. Idea VI.Tata indicom Which company gives quick Responses, for the requests of the customers and retailers. Requests like demand for special mobile no., blocking the no. in case of theft of mobiles. Retailer’s requests like e-recharges, invalid recharge coupons etc. retailers think Airtel gives quick responses for such request. Reliance stands third in this segment and surprisingly BSNL got 10% of the votes for quick response.

Reliance com Vs Bharti Airtel

Looking at the market share of the two companies Airtel has captured the largest segment of the market and Reliance is second in terms of market share. My survey is also showing that Airtel is giving very tough competition to reliance in every segment.

The figure shows Reliance lacks in advertising campaigns, connectivity, customer care, Internet services and value added services. In other 9 factors Reliance doing well. Airtel is only snag in Anil’s ambition of being the no one in Indian telecom market. The reason is Airtel’s seven year head start over Rcom. On most counts the different between the two is fast declining. Both have pan India presence, in all 23 telecom circles; Airtel has a 62 million subscriber base; and R Com has 46 million subscribers. Every month R Com is adding 1.6 million subscribers, as compared to Airtel’s 2.3 million. What Airtel has managed to achieve in 12 years R Com has aggressively managed to achieve somewhat similar level in just about five years of operations.

Total revenues (Rs. In crores) Mobile revenue Subscriber base Average revenue per users Revenue from non voice services Capex Reach Optic fiber Revenue from sms

Reliance communication Bharti Airtel 19,067.76 27,025 15,213.54 46 Rs. 339 n/a $5.3 billion 15000 town and 4 lack villages 165000 km n/a 21,786 62 Rs. 357 9.4%of total revenue n/a 5000 town and 3.42 lack villages 73,787 km 4.4%of total revenues


74 . ➢ Airtel and Reliance communication received the same number of votes. ➢ Tata indicom received the lowest number of votes.Over all Comparison of the six companies: ➢ The figure depicts the some of all votes got by the six companies for all the fourteen factors.

• Most of the retailers agree that Reliance is providing the best offers and tariff plans. • According to the most of retailer’s no. • Most of the retailers prefer GSM in comparison of CDMA because GSM gives a huge choice of handsets. 75 . one prepaid service provider is Airtel and Reliance stands second in prepaid services. • Reliance Communication is offering good schemes to attract new customers.FINDINGS FINDINGS • Most of retailers think that the Reliance Communications Advertisement campaigns are not as effective as other companies. • Most of the retailers think that Reliance connectivity is not as good Airtel and Vodafone.

• Tata indicom is the weakest player in the Lucknow market. • According to most of retailers Reliance is most profitable for them.• According to most of the retailers Reliance is no. • According to the retailers Airtel is no. SUGGESTIONS AND 76 . • Reliance has positioned itself very well in the post paid market. • Reliance is the most profitable company for retailers. • Idea is gradually improving its market share and it can be a threat for Reliance. • In value added services Reliance stands behind Airtel. • According to the most of the retailers Reliance do not responds quickly to retailers and to the customer’s request • Airtel is the main competitor for Reliance and doing even better than Reliance in some areas like customer care. • Most of the retailers think that Reliance has maintained strong relationship with them and communicate about new schemes very quickly. one internet provider and Reliance stands at second position. one post paid service provider. • According to the retailers Reliance has highest demand from customers.

RECOMMENDATIONS SUGGESTIONS AND RECOMMENDATIONS PRODUCT LINE AND ATTRIBUTES 1. 77 . 3. Company should monitor and revive its product related features. equipped with enhanced set of facilities 4. Company should adapt an innovative approach and always be ahead of its competitors. 2. Regularly modify or replace the product in order to make a niche in the target segment. Always look for latest technology.

TRAI has also its keen concern on the complexity of tariff plans which rather helping the retailers and customers they confuse them. Company should focus on those retailers. 78 . 2. Company should categorize the tariff plans into three categories.TARIFF PLANS 1. Each category for an individual set of customers on the basis of there usage pattern. • Reliance must take care of its advertising complains in Lucknow cluster. • The Customer Care services needed to be improved. 2. Company should try to retain the present retailer base and look forward to unexplored markets. • Reliance must take care of the connectivity problems in the network. as most of the retailers are not satisfied with it. This will help them to identify the best suited tariff plan for his/her requirement. Following categories is suggested: a) Low budget users (L) b) Medium budget users (M) c) High budget users (H) Market expansion 1. Company should make tariff plans simpler. which are not giving huge business but have potential to do so. • The Net connect service of Reliance still need better promotion activities as reliance still lacks behind in internet services.

• Reliance must improve the quality of Classic mobiles as there are so many complain in the performance of Classic mobile sets. Reliance must take care of stock of the products which come under schemes for few days. And improvement in VAS is also required. Because CDMA service limits the Choice of handsets. Because generally such products run out of stock during the schemes period 79 . • Reliance must make available its broadband services in all areas of Lucknow as it has a high demand from the customers. • Reliance must launch GSM service in the market to further increase its market share.• Value Added Services should be advertised keeping target customer in mind. • Reliance must take care of requests of retailers and customer and should give quick response to the requests.

LIMITATIONS LIMITATIONS • The scope of the study is restricted only to the major areas of Lucknow and does not include the outskirts. 80 . • Responsive error ---.this arises when respondents are unwilling to listen or talk. • Time was the major constraints in interviewing required retailers.

81 .


The study based on the several months of data. Telecom industry is growing very fast in India and so in Lucknow. Reliance is a major player of this industry and presently has 46 million subscriber base still it stand at second position after Airtel which has subscriber base of 62 million subscribers. without congestion in the network. The study reveals the weaknesses and strengths of Reliance communication. Reliance is required to work on its weaknesses and grab the opportunities beforehand to maintain and improve its market position in the telecom sector. 83 . Airtel and Vodafone being the strongest competitors.CONCLUSION This research on market competitiveness of RCVL in Lucknow telecom sector helps to analyze and understand the trends of telecom industry and the market position of Reliance Communications in Lucknow. Reliance Communications has strongly positioned itself for accelerating market growth but now it is emphasizing to reach in the unserved market that are rural areas where it will get huge opportunity to flourish its business. The study further reveals. that to be able to cope up with this growing rate. Reliance needed to improve its Customer care. there is an imperative need to drastically curtail the time needed for providing the interconnection or for meeting the augmentation requests. The competition in telecom market is very high and each and every area of service matters equally. network connectivity and offers to new connections. clearly brings out the need for ensuring effective interconnection between various operators in view of the rapid growth in the mobile customer base. It is an honest attempt conducted to understand the market complexities and the problems faced by the company.


in/forums/indexphp?showtopic=1896&amp.mack. Tata McGraw hill. Phillip. Jachen wirtz. 2nd edition. Keller. Prentice hall 5th INDUSTRY OVERVIEW www. (231-241) Chrsto. 1994.trai. 2nd edition. 2004. f.rcovl. 2004.html http:www. Service marketing. Pearson .s. 2006.mode http://www. Robert .pdf www. Bearson. Pearson education. Marketing management.rcovl. Jachen wirtz. (213-215) Chrsto. 2004. lovelock . f. Business statistics.j.l. Kevin. (503-509) REFERENCES COMPANY OVERVIEW http://www. 4th edition. Marketing lovelock . (102-103) Kevin. Pearson education. McGraw hill (New York).co. Marketing myths that are killing business.Kotler.rimweb. (55-67) Levin. 12th edition. Service marketing.coai. (231-241) Saxena 85 . 2001. 5th edition.clancy. shulmen.

in COMPITITIVE ANALYSIS Stasch 4 Ps Business and marketing 86 . Boyd.www. Ralph Westfall. Jr.asp http://www.asp Stanley F.airtelworld.tataindicom.//www.asp Research Methodology: http://www. Harper W.

APPENDIX Sample Questionnaire 87 .

according to their choice. conducting a survey to measure “Market Competitiveness of Reliance Communication Venture Limited in Lucknow Cluster”. Reference: MR. ASHISH VATS (CIOU Manager) Reliance Communicatio DEMOGRAPHIC PROFILE: Name of the outlet ___________________________________________ Name of the retailer ____________________________________________ Location of the retailer__________________________________________ Contact number________________________________________________ Q1. The questionnaire contains Fourteen simple objective questions. The information provided by you would be kept confidential and will be used only for academic purpose. Each question contains six options the respondents have to choose any of the six options. Which company is best in terms of advertising campaigns in Lucknow region? 88 .I Prateek Vashist a summer trainee in Reliance Communications.

Reliance Communication 2. Airtel 3. Idea 4. BSNL Q7. Tata Indicom 6. Vodafone 5. Vodafone 5. Idea 4. Reliance Communication 2. Airtel 3. BSNL Q2. Idea 4. Airtel 3. Idea 4. Tata Indicom 6. Which company provides best products and tariff plans to the customers? 1. Airtel 3. Airtel 3. Which company is the best in providing prepaid services? 1. Which one is the best service provider in terms of connectivity in Lucknow and outers of Lucknow? 1. Airtel 3. Idea 4. BSNL Q4. Reliance Communication 2. Vodafone 5. Which company gives best offers at the time of new connections? 1. Idea 89 . Which company gives the best customer care services to the customers? 1. Reliance Communication 2. BSNL Q3. Tata Indicom 6. Airtel 3. Reliance Communication 2. Reliance Communication 2. BSNL Q6. Tata Indicom 6.1. Idea 4. BSNL Q5. Vodafone 5. Tata Indicom 6. Which company provides the best offers to the customers? 1. Tata Indicom 6. Vodafone 5. Vodafone 5. Reliance Communication 2.

Vodafone 5. BSNL Q10. Tata Indicom 6. Which company is most profitable from the retailers’ point of view? 1. BSNL Q12. Reliance Communication 2. Airtel 3. Idea 4. Vodafone 5. Vodafone 5. Vodafone 5. BSNL Q13. BSNL Q11. Airtel 3. Airtel 3. Reliance Communication 2. BSNL 90 . Airtel 3. Idea 4. BSNL Q9. Which company provides the best value added services to the customers? 1. Vodafone 5. Idea 4. Which company is the best in communicating the changes in schemes and new schemes to the retailers? 1.4. Which company is the best in providing internet/data card services? 1. Reliance Communication 2. Tata Indicom 6. Reliance Communication 2. Which company is the best in providing postpaid services? 1. Airtel 3. Idea 4. Which company has the highest demand from the customers? 1. Idea 4. Vodafone 5. Airtel 3. Tata Indicom 6. Idea 4. Tata Indicom 6. Tata Indicom 6. Vodafone 5. Reliance Communication 2. Tata Indicom 6. Reliance Communication 2. BSNL Q8. Tata Indicom 6.

Q14. Airtel 3. Idea 1. Vodafone 5. Tata Indicom 6. BSNL Thank you 91 . Which company gives the fastest response to the requests of customers and retailers? 1. Reliance Communication 2.

92 .

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