Reliance PCO

8/13/2019 Reliance PCO

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A

PROJECT

REPORT

ON

MARKET RESEARCH AND COMPETITIVE ANALYSIS

OF THE PCO BUSINESS SEGMENT

VIS-A-VIS

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ACKNOWLEDGEMENT

It is not possible to prepare a project report without the assistance and

encouragement of other people. This one is certainly no exception.

At the very outset of this report I would like to extend my sincere and heartfelt

obligation towards all the personages without whose active guidance, help,

cooperation and encouragement, I would not have made headway in the project.

I am deeply grateful to Mr. Sarab Baxi ( anager , !usiness "evelopment # "elhi

and $ajasthan% for his valuable advice and supervision. y sincere thanks to him for

his kind patronage, constant aid and support provided to me during my stay in the

company and also extend my sincerest gratitude to him for giving me the opportunity

to work in an esteemed organi&ation like Re ia!"e I!#$"$%% .

'inally, I express my gratefulness to C$ ARUN DOONGRI ( rogram )oordinator

*"! %, and Mr P.H.R VIRENDRA ('aculty *uide% EMPI BUSINESS SCHOOL&

Ne' De (i for their guidance and support.

)SAILESH PRASAD *

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E+ECUTIVE SUMMARY

The project was actually in the form of arket $esearch Assignment and I was

asked by the company to measure the $esponsiveness of the $espondents . The

respondents were the )+ ( ublic )all +ffice% owners that dealt with $eliance and

other )+ service providers. Also the project brought into light the erception of the

people about using a private company s )+ like Re ia!"e I!#$"$%% .

The research showed that T- /!0- is the biggest player in the )+ market. It

holds 123 market share in its arms. -ew private players are emerging aggressively

with higher commission and attractive promotional schemes.

I discovered that the )+ owners in particular and the ublic in general were well

aware of the introduction of $eliance )+.

The study was carried out in *urgaon and it was observed that the )+ owners

were willing to switch over to the $eliance layers as they were offering a higher

commission and better after 0ales service.

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C$!,e!,

C(a ,er /0 I!,r$12",i$!

4.4 !ackground of $eliance *roup

4.5 !ackground of the Telecom 0ector

4.6 $eliance Infocomm7 8istory, ast, resent rofile, 'uture lans

4.2 Introduction of )+ !usiness segment

4.9 Introduction to resent )+ scenario in India

4.1 Introduction to $eliance )+ and !A

4.: Introduction to product ;$I )+ 0ignificance/-eed of the roject

4.4? imitations of the roject.

C(a ,er 30 Re ear"( Me,($1$ $45

5.4 0ummer Training Team

5.5 $esearch "esign

5.6 "ata )ollection ethods

C(a ,er 60 Fi!1i!4 a!1 A!a 5 i6.4 'indings and Analysis

C(a ,er 70 SWOT A!a 5 i

C(a ,er 80 C$!" 2 i$! a!1 Re"$%%e!1a,i$!

C(a ,er 90 Bib i$4ra (5

A e!1ix

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I N T R O D U C T I O N

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)hapter 4. Introduction

4.4 !ackground of $eliance *roup

4.5 !ackground of the Telecom 0ector

4.6 $eliance Infocomm7 8istory, ast, resent rofile, 'uture lans

4.2 Introduction of )+ !usiness segment

4.9 Introduction to resent )+ scenario in India

4.1 Introduction to $eliance )+ and !A

4.: Introduction to the roduct ;$eliance )+ 0ignificance/-eed of the roject

4.4? imitations of the roject.

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/./ Ba":4r$2!1 $# ,(e Or4a!i;a,i$!

The $eliance *roup founded by "hirubhai 8. Ambani (4>65@5??5% is India s largest

business house with total revenues of over $s >>,??? crore (B0C 55.1 billion%, cash

profit of $s 45,9?? crore (B0C 5.= billion%, net profit of $s 1,5?? crore (B0C 4.2

billion% and exports of $s 49,>?? crore (B0C 6.1 billion%.

The *roup s activities span exploration and production (DE % of oil and gas, refining

and marketing, petrochemicals (polyester, polymers, and intermediates%, textiles,

financial services and insurance, power, telecom and infocom initiatives. The *roup

exports its products to more than 4?? countries the world over. $eliance *roup

revenue is eFuivalent to about 6.93 of India s *" . The *roup contributes nearly

4?3 of the country s indirect tax revenues and over 13 of India s exports. An

investor family of over 6.4 million @ India s largest, trusts reliance. ;$eliance emerged

as India s ost Admired !usiness 8ouse, for the third successive year in a T-0

ode survey for 5??6


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T(e Re ia!"e Gr$2

The $eliance *roup founded by "hirubhai 8. Ambani is one of the India s largest business house.

The $eliance *roup )ompanies include7 $eliance Industries imited, $eliance )apital imited,

$eliance Industrial Infrastructure imited, $eliance Telecom imited, $eliance Infocomm imited,

$eliance *eneral Insurance )ompany imited, Indian etrochemicals )orporation td. and

$eliance Dnergy td.

Re ia!"e I!12 ,rie Li%i,e1 Re ia!"e Li#e S"ie!"e

Indian Petrochemicals Corporation Limited (IPCL) D(ir2b(ai A%ba!i I!,er!a,i$!a S"($$)DA-IS*

Dhirubhai Ambani Institute of Information andCommunication Technology (DA-IICT)

Re ia!"e E!er45 L,1.

Re ia!"e Ca i,a M2,2a F2!1

8
http://www.ril.com/http://www.ril.com/http://www.relbio.com/http://www.ipcl.co.in/http://www.da-is.org/http://www.da-is.org/http://www.da-is.org/http://www.da-iict.org/http://www.da-iict.org/http://www.da-iict.org/http://www.rel.co.in/http://www.reliancemutual.com/http://www.reliancemutual.com/http://www.reliancemutual.com/http://www.rel.co.in/http://www.da-iict.org/http://www.da-is.org/http://www.ril.com/http://www.ril.com/http://www.relbio.com/http://www.ipcl.co.in/http://www.ipcl.co.in/http://www.ipcl.co.in/http://www.da-is.org/http://www.da-is.org/http://www.da-iict.org/http://www.da-iict.org/http://www.rel.co.in/http://www.reliancemutual.com/


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/.3 Ba":4r$2!1 $# ,(e Se",$r

Communication Market in India

C$%%2!i"a,i$!

)ommunications is one of the critical infrastructure reFuirements of a country. India, with its

one billion plus people, over 9?? districts, around 9,??? villages and large metropolitan

cities having population eFuivalent to that of many countries needs an extensiveinfrastructure to serve such a population. India operates one of the largest telecom

networks in Asia. The density of available lines is much higher in cities than in the remote

villages. Approximately 1?3 of Indian villages have village telephone lines.

The "epartment of Telecommunication ("+T% until 4>>2 was the only telecom provider in

the country. Gith the deregulation of this sector, various private players have come in and

improved not only the services but also cut down on costs. Telecom bandwidth issues have

also been addressed. any private I0 s have come in this sector and telecom costs have

dropped by =9 percent in 6 years.

TELECOM SECTOR

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B. Per#$r%a!"e

Gith tele@density approaching >.51 per hundred, the target to achieve 49 per

hundred by 5?4? looks well within reach.

Tele-density-Total, Urban & Rural

Tele@density (telephone per 4?? population% is an indicator of expansion of network

of telecommunication services in the country. The "epartment of

Telecommunications have been continuously making all out efforts to increase the

penetration of network through its two major undertakings, namely, the !harat

0anchar -igam imited and the ahanagar Telephone -igam imited. Apart from

this, private sector continues to be encouraged to provide telecom facilities both in

Brban and the $ural areas. As a result of these measures, the tele@density has

increased from 5.=1 as on arch 64, 5??? to >.513 as on arch 64, 5??9. India stotal mobile subscriber base (both cellular and wireless in local loop@mobile% has

reached 4?)r. About =:3 of the villages have village public telephones ( Ts%@

9,6?,141 Ts exist in India. The remaining 463 that includes ==,>:? villages are

yet to be covered. Accordingly, India s 4?th 'ive@ year plan 5??5@?: projects J59

billion worth of investments in 9? million fixed lines, 6? million cellular lines and 5?

million Internet connections. TELEPHONE NETWORKS STATUS AS OF

DECEMBER 3==6

Teledensity >.513!asic phone lines 24.5 millionTelephone exchanges 6=,???)ellular subscribers 95 million!asic telecom subscribers incl.G 21.2 million

PCO )P2b i" "a O##i"e* 3>&>/&/63

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T(e I!1ia! 4$


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"uring the 5???@?4 to 5??>@4? period, domestic demand for telephone lines is

expected to increase at a )A*$ of 46.= percent, to 445 million lines by arch 5?4?.

8ence, teledensity (expressed in terms of the total fixed and mobile lines% is

expected to increase from 6.9 percent in end arch 5??4 to :.9 percent by arch

5??9, and over 49 percent by arch 5?4?.

Re $r, #r$% ,(e I!1ia! C(a%ber $# C$%%er"e a!1 I!12 ,r5 )FICCI*

Indian telecom market has grown at 42 percent compounded annual growth rate()A*$% over the last five years to reach a si&e of C =.9 billion and this growth is

likely to continue steadily resulting in revenues of about C46 billion by the year

5??:, says a study report from the Indian )hamber of )ommerce and Industry

('I))I%

I!1ia! ,e e"$% ,$ 4r$' #2r,(er - 'rost E 0ullivan study

The Indian Telecommunication market is projected to grow at a record )*A$

(combined annual growth rate% of 46.25 percent in the next five years despite the

current slowdown in the world telecom market, according to a 'rost E 0ullivan

study. According to the study, "uring the next five years, the teledensity in India is

expected to cross 45percent with the ongoing aggressive push of communication

facilities by both private and incumbent operators.

Thus its Fuite clear that telecom industry in India holds huge opportunity.

/.6 Re ia!"eI!#$"$%%-Hi ,$r5&Rea i,5&Pre e!,Pr$#i e F2,2re

Hi ,$r5

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$eliance Infocomm was dream of "hirubhai Ambani,founder of the $eliance

*roup. ate "hirubhai Ambani built $eliance from scratch to be in the reckoning for a

place in the *lobal 'ortune 9?? list. This achievement is even more significant due to

the fact, that the entire growth was achieved in an organic manner and in a span of

just 59 years.

"hirubhai Ambani, 'ounder )hairman of the $eliance *roup, had an acute sense

that education alone empowers people. 8e was a great communicator. 8e

communicated to inspire, to guide, to educate and to motivate.

8e employed telephone as a powerful tool to achieve these goals. 8e used

telephone to defeat distance, to compress time and to remain abreast of events. 8e

was acutely aware of the power of information and communications. 8e would often

say7 Lmake the tools of infocomm available to people at an affordable cost, they will

overcome the handicaps of illiteracy and lack of mobilityL.

8e wanted a telephone call to be cheaper than a post card. This, he believed, would

transform every home, empower every Indian, remove the roadblocks to opportunity

and demolish the barriers that divide our society.

"hirubhai Ambani was of the conviction that infocomm would energise enterprises,

galvanise governance, make livelihood an enjoyment, learning an experience, andliving an excitement.

$eliance Infocomm is a fascinating outcome of this powerful conviction. It is a major

initiative to translate his inspiring dream into reality.

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Rea i,5

$eliance India Mobile , the first of Infocomm s initiatives was launched on "ecember5=, 5??5, the :?th birthday of the $eliance group founder, 0hri. "hirubhai 8.

Ambani.

That marked the beginning of $eliance s dream of ushering in a digital revolution in

India by becoming a major catalyst in improving Fuality of life and changing the face

of India. It aimed to achieve that by putting the power of information and

communication in the hands of the people of India at affordable costs.

Pre e!, Pr$#i e

$eliance Infocomm offers a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long

distance services, data services and a wide range of value added services and

applications that enhances productivity of enterprises and individuals.

$eliance Infocomm extends its efforts beyond the traditional value chain to develop

and deploy telecom solutions for India s farmers, businesses, hospitals, government

and public sector organisations.

$eliance Infocomm disseminates information at a low cost. L ake a telephone call

cheaper than a post cardL. These prophetic words of "hirubhai Ambani are a

metaphor of profound significance for $eliance Infocomm.

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Re ia!"e I!#$"$%%-T(e S,$r5 S$ Far

$eliance Infocomm imited was commercially launched in ay

5??6.)urrently, it is operational in 44?4 towns(1:6 cities%.It introduced

revolutionary ?.2?p ong "istance Tariff.

It also launched ; onsoon 8ungama< and effectively fulfilled the dream of

millions for an affordable mobile.

It introduced another winning product@'G and 'GT.

-ow it is entering the )+ business segment with its revolutionary product

based on prepaid technology. The entry of $I )+ in the map of Indian )+

market is based on a game@plan of making services affordable and accessible

to all.In short it can be said that ;As $eliance joined the telecom sector ,a new

chapter in telecom revolution s future is about to unfold./6 a" . The

contribution of !0- is 4=.:4 lacs i.e. 1=3 of the total )+s. The contribution ofT- and other private operators is 5.:> lacs (4? 3% and 5>?,???(553%

respectively.

+perator wise (!0- / T- /+ther rivate +perators% market share of )+ is

depicted in the chart below. +perator wise details of )+s can be figured out by the

ie )hart drawn below

O.era,$r Wi e PCO Brea:-U.

::3

93 :3

443

!0-T-

$eliance+thers

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/.9 I!,r$12",i$! ,$ ,(e Re ia!"e PCO a!1 LBA

La2!"( $# Re ia!"e PCO

The tele density in India is currently >.51 per 4?? in urban and semi@urban areas. In

other words it means that as much as >4.:2 per cent of the population is dependent

on )+s to make telephone calls. 8owever, $eliance feel that the full potential of

the access medium has not been exploited and therefore plan to aggressively

develop the various services to reach out to the market. The entry of $I )+ in the

map of Indian )+ market is based on a game@plan of making services affordable

and accessible to all.

The company seeks to capitali&e on the growth opportunities that it believes are

available in the Indian )+ market and consolidate its position to be an integrated

telecommunications service provider, with a focus on dedicated )ustomer

services.Gith this objective in mind $eliance )+($@ )+% hit the Indian market on

/> ,( Mar"( 3==7 . There hasn t been any advertisement done till date to create

awareness among the Indian ublic.

-ow instead of the prevailing )+ lines this company is providing a revolutionary

'GT ('ixed Gireless Terminal% with a greater commission. This connection removes

the traditional postpaid )+ system and is thoroughly prepaid. 0o no more standing

in the long Fueues for depositing the bills. This prepaid connection is compatible with

any brand of )+ billing monitor.

$eliance is doing its )+ sales through !A s ( L$"a B2 i!e A $"ia,e %.An

!A plays a mediator between the )ustomer (i.e )+ owners% and the )ompany (i.e$eliance%.An !A has its own 0ales team which books and installs the )+ for the

company. 8e is paid a commission on the number of connections he gets.

In *urgaon region $eliance has 5 !A s.

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$I )+ has been launched in the following 46 cities in India so far

Andhra radesh

unjab

8aryanaGest !engal

*ujarat

umbai

"elhi@-)$

Herala

aharashtra

Tamil -adu

Harnataka

Bttar radesh

adhya radesh

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4.: I!,r$12",i$! ,$ ,(e Pr$12", RELIANCE PCO

Fea,2re $# R PCO

The $eliance )+ tariffs are eFual to the *overnment tariffs ( T- /!0- % but it

provides a higher commission within those tariffs.

*ood $eturn on Investment through higher commission structure.

!ased on prepaid payment method.O repaid is a payment method in which paymentof money is made upfront through recharge cards for certain fixed talk time(usage%for

a given period while in ostpaid for usage is made afterwardsP.

As one uses, charges get deducted@+nline E $eal time

!ased on I!,e i4e!, Ne,'$r: )IN* a,#$r%& first time in India that a )+ product is

being launched on I- platform.

)+ connection is through 'ixed wireless Terminal ('GT%.

!eing wireless, reach (coverage% is excellent and installation is very Fuick.

!ased on $echarge voucher7 balance or expiry of validity date, whichever is earlier.

0elf service to ensure that all customer needs are just a few buttons away

@@Interactive oice $esponse (I $%

@@0elf pay through recharge cards

E i4ibi i,5 @ Indian nationals.

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Or1er $# a $,%e!, @ 'irst come first 0erve, subject to meeting eligibility criteria.

HOW RELIANCE S PUBLIC CALL OFFICE WORKS

$I supports )+ connection through its 'GT.The features of $eliance 'GT are as follows7

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FI+ED WIRELESS TECHNOLOGY )FWT*

$eliance presented revolutionary 'ixed Gireless Terminal ('GT%, a marvel of )" A5??? (4Q%

technology. It gives a connection, which is far superior to the ordinary landline. This wireless

telephone connection can be deployed for !Q (board lines% / HT0 / cordless phone / parallel

connections. Ghat s more, being wireless, your connection remains unaffected by cable cuts, rains

or similar other problems.

'GT @ 'eatures)onnect to standard telephone /cordless7

Rust connect the $eliance 'ixed Gireless Terminal to your existing telephone instrument or your

favorites cordless and go wireless to enjoy a hassle free fixed line service

)onnect to !Q

Mou can connect the $eliance 'ixed Gireless Terminal to your !Q enabling multiple

extension users in your office to share the connection, thereby ensuring that you gain

maximum benefit out of the $eliance Tariff lans

)onnect to ) Internet access

$eliance 'ixed Gireless Terminal has an integrated modem for internet access. Mou do not need

a separate I0 connection. Rust log on to the $eliance network and access Internet at peak dataspeed up to 449 kbps.

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Use R-Connect Kit for connecting the PC to the Reliance-FWT. Ensure that the distant bet een the !oint of

Reliance-FWT installation and the PC is less than " #eters.

+ther )onvenient features

4. 3 ay call conference 7The call conference facility lets you talk to 5 people at the same

time.

5. S ee1 1ia i!4 7Dnables you to speed dial 6? numbers.

6. V$i"e %ai Fa"i i,5 7Allows the caller to leave a message when you are busy or

unreachable.

2. H$, i!e 7 rogramme your phone to automatically dial a specified number when you pick

up the receiver without having to dial

9. Ca re ,ri", "a $": 7Allows you to prevent misuse by locking your phone. Mou can also

programme 0T" / I0" restriction on it.

1. Ca 'ai, "a ($ 1 7Intimates you about an incoming call when you are on another call.

Also lets you switch between calls.

:. Ca 1i


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---0ecure tap proof connection7 $eliance 'ixed Gireless Terminal offers a secure connection that

cannot be tampered with or tapped by unauthori&ed persons.

Thus 'GT is winning product of $eliance and provides many facilities to )+ operators.

B2 i!e S,ra,e45

$eliance Infocomm s strategic objective for its )+ business is to have a presence in circles

having high telecommunications revenue potential, with a particular focus on high density business

and industrial districts, and to become the leading provider of services to public call booth

segment.

To achieve this strategic objective, the )ompany plans to7

'ocus on capturing high revenue generating customers (i.e., public call booths% in

our targeted marketsS

To focus the )ompany s marketing approach

To offer new and innovative value added servicesS and

To provide superior customer service and Fuality fixed@line services to promote a

high level of customer satisfaction and achieve customer loyalty.

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L$"a B2 i!e A $"ia,e )LBA* Re $! ibi i,ie 0

$eliance is doing its )+ sales through !A s ( L$"a B2 i!e A $"ia,e %.An !A plays amediator between the )ustomer (i.e )+ owners% and the )ompany (i.e $eliance%. !Asresponsibilities are as follows7

'ills the )ustomer Application 'orms ()A'% for booking a)+ine for the interested )+ owners.

Githin 52 hours of acceptance of )A' and paymentreali&ation.

)omplaint log in7>?3 within 2 hours4?3 within 45 hours

oucher $echarge delivery at )+ premises within 4hour of $eFuest log in

Dnhanced 0ervice levels, ersonali&ed services"ispute $esolution

)ustomer 8elp line

31

(oo/ing of #C$ *ine

'n%ta**ation of

au*t e&air

!ouc er anage"ent

e*ation% i& anage"ent

Cu%to"er ,e*ig t


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Availability of knowing the balance online

The )ustomer service to the )+ operator is the critical differentiating factor

between $eliance and the competition .

'or these services the !A is given a 53 commission on all recharge coupons sold

by him .8e deducts this amount from the $ (pre@tax% and deposits the balance at

the time of collecting the recharge coupons with him and stock accordingly .Thus he

pays for the recharge coupons as under7

,eno"ination a*/ti"e !a*idity argin to #C$o&erator

#C$ $&erator &rice &er C!

% 3000 C! % 3000 60 ,ay% 30 2406

% 7500 C! % 7500 75 ,ay% 33 5790

% 10:000 C! % 10:000 45 ,ay% 37 7320

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/.J Ob e",i


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/.? Nee1 $# ,(e Pr$ e",

The )ompany has started its )+ !usiness just 45 months back.

The need of the project arises from the company to know its growth prospects in

)+ division.

/./= Li%i,a,i$! $# ,(e Pr$ e",The project was taken as the part of our summer training. As the time was limited so

the survey was confined to only *urgaon.

The si&e of the sample was also limited to =4 in case of installed $eliance )+.

The roject is entirely based on the 0ample 0urvey and the assumptions might notbe free from errors. The customers ($eliance )+ owners% perception of the )+

service and findings of )+ market is the basis of every suggestions and

recommendations.

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RESEARCH METHODOLOGY

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C(a ,er 30 Re ear"( Me,($1$ $45

5.4 0ummer Training Team

5.5 $esearch "esign

5.6 "ata )ollection ethods

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3./ S2%%er Trai!i!4 Tea%

The 0trength of our 0ummer Training team was =

The team was under the able supervision of r. 0arab !axi ( anager, !usiness

"evelopment in "elhi%. 8e is an .!.A from ' 0, -ew "elhi and was an employee

of !harti before joining $eliance.

+ur training consisted mostly of fieldwork and thus the trainees were divided into 5

teams.

The 5 teams were allotted different area of operations covering places in *urgaon

Ge used to have regular meetings after 6@2 days at anchsheel office. r. !axi used

to take feedback from us and checked that the training is going as planned and each

trainee is understanding the importance of it.

In these meetings we used to discuss various strategies and offers done by $eliance

and other players in the arket.

The meetings were fun also as we used to share lighter moments of life with one

another.

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3.3 Re ear"( De i4!

The idea behind this roject was to understand )+ business in general and

$eliance )+ in particular.

'or analy&ing how $eliance is emerging as one of the most important and exciting

player in Indian )+ arket this training was undertaken.

The layout of our research in $eliance Infocomm was as under7

Fir , P(a e 7 Bnderstanding/Hnowing the 0atisfaction level of the Installed$eliance )+ owners

Se"$!1 P(a e0 *oing to the )ompetition and )hurning )+ s

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Fir , P(a e $# Trai!i!4

U!1er ,a!1i!4 K!$'i!4 ,(e Sa,i #a",i$! e


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SECOND PHASE

C(2r!i!4 PCO

The final assignment was to prepare a strategy for churning )+ s and targeting

competition and thus tried to increase sales of $I )+. Ge went to the competition

and tried to convince them to convert their existing )+ s into $eliance one. 'or this

my area of operation is *urgaon region included areas like

ullahera,-athupur,0ukhrauli,, anesar, ataudi.

,

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3.6 Da,a C$ e",i$! Me,($1

PRIMARY DATA COLLECTION

rimary data are those, which are collected afresh and for the first time, and thus

happen to be original in character . rimary "ata was collected by means of 0urvey .

Re ear"( I! ,r2%e!, uestionnaire

Re ear"( Me,($1 0urvey ethod

Sa% e Si;e 4% =4 $eliance )+s in the first phase

5% 12 )+s in the second phase

6% 464 )+s in the third phase

Tar4e, Se4%e!, )+ +wners in *urgaon.

Pri%ar5 Da,a C$ e",i$!

rimary data was collected by means of a survey. 0ince the aim was to find out the

thoughts, feelings and attitudes of the respondents ($eliance )+ owners/-on $

)+ owners%, the Fuestionnaire method was the obvious choice. Apart from being

versatile, this method also afforded the advantages like economy and speed, thelatter being a major advantage considering the limited time that was available for the

research project. The Fuestionnaire was structured in such a way so as to include

close ended as well as open ended Fuestions thus reducing the interviewer s bias

and producing results that were more reliable and more easily tabulated and

interpreted.

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Se"$!1ar5 Da,a C$ e",i$!

0econdary data is the data, which already exists in the printed form of material easily

accessible.

0econdary data was colleted by the material supplied by the company in the form of

brochures, pamphlets, maga&ines and Internet.

P a"e 2!1er S,2150

Gurgaon for t e fir%t ; %econd & a%e of t e &roere:

u**a era: at u&ur:= )u/ rau*i: )ector 22-23: a


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FINDINGS AND ANALYSIS

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6./ Fi!1i!4

The findings of the Training are divided into 6 phases we had undergone during the

training.

I! ,(e #ir , (a e& :e5 #i!1i!4 are0

The sample si&e of installed $eliance )+ my team worked on was =4.

The in code wise division of the $ )+ s in -orth "elhi till 6? th April, 5??2 is

represented by the graph below.

Re4i$! 'i e 1i


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ARPU

I found the ARPU (Average $evenue per month per )+% of the )+ s using $eliance along with

other )+ s in -orth "elhi as represented in the graph below7

M$!,( 5 Re


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I found the Re


48/91

STD L$"a Brea:-2

I found the break@up of 0T"/ ocal calls values per day in -orth "elhi as represented in the graph

below7

STDIL$"a Brea:-2.

?5??2??1??

=??

u l l a h

e r a

" u n d

a h e r a

0 e c t o

r 5 6

0 e c t o

r 5 5

0 u k h r

a u l i

- a t h u

p u r

a n e

s a r

( a t a u

d i

+ t h e

r s

Re4i$!

V a

2 e $

# " a

- % a

1 e

e r 1 a 5

0T"ocal

N$,e0 0ample si&e U =4 (Installed $eliance )+ s%

48


49/91

C2 ,$%er Sa,i #a",i$!

I found the satisfaction level of the )ustomers ($ )+ owners% from the services of their

respective !A s represented in the ie chart below7

Sa,i #a",i$! e


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A!a 5 i $# ,(e #ir , (a e

The first phase was all about visiting the )+s that had a $eliance line along with

other lines.

The basic aim for visiting them was to know how $eliance was doing in its recently

introduced )+ business. The other reason could be making them feel that the

company values its customers as it is sending its representatives to get their

feedback.

I analy&ed that many customers were happy with the kind of services $eliance

offered. They discussed with me important issues like connectivity, clarity,

commission and !A service of $ )+ among other issues.

The $esearch tool I used to get their feedback on $ )+ was uestionnaire.

There were 44 Fuestions in the Fuestionnaire and the analysis of the Fuestions is

done under7

4. The first Fuestion was @@ -umber of lines in use and the 0ervice roviders

illustrated were $eliance, !harti, Tata and T- /!0- . Ge even jot down their A$ B (Average $evenue per user%.

5. Ghich of the lines is the most used by the customersK

The analysis showed that since $eliance gives higher commission than its

competitors, the )+ owners prefer their customers to use $eliance line for a

telephonic conversation.

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T(e i!e %$ , 2 e1 b5 "2 ,$%er

613

6=3

4>3

:3 $eliance Airtel!0-.Tata

6. 8ow do you rank the service providerK

Ge ranked the service providers on various parameters.

The important parameters among others were7

)ustomer )are/0ervice

Technology

)larity in oice

)onnectivity

Tariff 0cales

romotional 0chemes/'ree *ifts

Installation )ost

0ecurity deposit etc.

And after analy&ing their services on these parameters the ranking of the top 6 0ervice

providers stood as under

51


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Ra!:i!4 $# Ser


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Another important point I observed was that the alue of calls made per day was

high in the )+ s that had greater visibility.

(V isibility is high on busy streets and markets%

9. Ghat is the profile of the )ustomers visiting your )+ for making phone callsK

!y rofile of the customers it is meant that what kind of )ustomers i.e ocalites,

assers by, 0tudents or any other.

This gave me an idea about the location of the )+ and the 0egment to be targeted.

And I analy&ed that most of the )alls/ alue of calls was made in the $esidential

streets.

I !$,i"e1 ,(a, ,(e S 2% area 4e!era,e1 (24e re


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Sa,i #a",i$! e


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Re"(ar4e Car1 De!$%i!a,i$! U e1

1935?3

4936??? )ard

:9?? )ard

4?,??? )ard

N$,e0 0ample si&e U =4

55


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//. Ghat kinds of problems do you face in the $eliance lineK

The general problems that I observed )+ owners were facing with $eliance line

were7

roblem in connecting few places like # I!,eri$r $# Bi(ar a!1 U,,ar Pra1e ( . As

we said this is $!e $# ,(e Tar4e, Se4%e!, , problems faced by them connecting

these lines should be a %a $r "$!"er! #$r Re ia!"e.

Bi i!4 Pr$b e% # any )+ owners complained that it happens some times that

the billing machine shows false billing.

I '$2 1 i:e ,$ 4i


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Fi!1i!4 $# ,(e Se"$!1 (a e $# Trai!i!4 i.e C(2r!i!4

PCO

I went to the competition and tried to convert it into $eliance. In this phase I along

with my teammates worked in *urgaon

I found that Airtel had the major market share and !0- was also doing well in outer

*urgaon with lots of attractive promotional schemes and erformance based

commission. I found that !harti (with its Touchtel% was almost absent in Dast "elhi.

. It was also found that many )+ owners were strictly loyal to !0- where as the

others were willing to switch over to other lines for earning a better commission.

I also discovered that many )+ owners were pleased with the introduction of

repaid connections by Tata and $eliance and they were satisfied using it as it

removed the hackles of standing in the long Fueues for depositing bills.

57


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A!a 5 i #$r ,(e ,(ir1 (a e $# ,(e r$ e",

C$% e,i,i$! A!a 5 i

Ghile churning )+s I also focused on special features of services provided bycompetition. I compared features of $eliance )+ and its competitors. 'indings areas follows7

arameters for analy&ing competitors are as follows7

)ommission offered by major )+ service providers.

Tariff analysis

)ustomer )are

romotional 0chemes

In Indian )+ market, major players are T- /!0- , $eliance, Tata Indicom and

!harti.

"uring the project I observed following features of major competitors7

Ma $r PCO P a5er i! G2r4a$!

In Indian )+ market, major players are T- /ss!0- , Tata Indicom , !harti and

$eliance Infocomm.

/.TATA INDICOM

Incorporated in 4>>1, Tata Teleservices is part of the Tata *roup, that has over >?companies. Tata Teleservices bouFuet of telephony services includes obile services,

0mart Gireless 0ervices, 'ublic (ooth Telephon" , and Gireline services. +ther services

include value added services like voice portal, roaming, post@paid Internet services, 6@way

conferencing, )B*, Gi@'i Internet services and data services.

The company offers services under the brand name )Tata ndicom) in eight key

Indian circles of Andhra radesh, "elhi, *ujarat, Harnataka, aharashtra, umbai,

Tamil -adu and )hennai comprising :?3 of the telecom revenue potential of the

country. The company has recently acFuired a Bniversal Access 0ervice icense

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(BA0 % for 44 new circles. The new circles are !ihar, 8aryana, 8imachal radesh,

Herala, Holkata, +rissa, unjab, $ajasthan, Bttar radesh (Dast%, Bttar radesh

(Gest% and Gest !engal. The company plans to launch its services in the new circles

by 0eptember 5??2 which will make its presence in 4> circles.

Tata Indicom hone !ooth

ay Telephony !usiness Bnit ( T!B% is a strategic business unit of Tata

Teleservices imited and is one among the branded players in the payphone industry

in the country. It provides its services under the brand name of Tata. They introducedthe ayphone anagement 0ystem, calling cards for customers, smart cart (mobile

booth% and patent our booth designs @ )apsule and 'ull cabin .

They serve the ayphone market through two business models @ $egular and

Institutional.

The regular model targets small and medium enterprises (eg. kirana stores,

bakeries etc%.

In the regular model the payphone under the brand name Tata Indicom ublic hone

!ooth, is sold to the operator. The operator is paid commission based on certain

revenue slabs depending on the package.

In terms of visibility and branding Tata Indicom booths have redefined customer

expectations. Their booths provide consumers with utmost privacy and comfort. The

technology makes sure the eFuipment is tamper proof and ensures accurate billing

T!B s ayphone business model has rolled out services in 9 new circles that is,"elhi, *ujarat, Harnataka, Tamil -adu and aharashtra .

59


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5. T-

T- was set up on 4st April, 4>=1 by the *overnment of India to upgrade the Fuality of

telecom services, expand the telecom network, introduce new services and to raise revenuefor telecom development needs of India s key metros # "elhi, the political capital and

umbai, the business capital of India. Incorporated in 4>=1 by merging the !ombay and

"elhi telephone networks, ahanagar Telphone -igam ( T- % aims to provide telecom

services of international standards.The company enjoys a virtual monopoly in telecom

services in these two cities, (!ombay E "elhi%.

The *ovt. of India currently holds 91.593 stake in the company.

In the past 4: years, the company has taken rapid strides to emerge as India s leading and

one of Asia s largest telecom operating companies.

T- operates in etros and !0- operates in other states has major market

share.

0ince T- and !0- are both government owned and had a monopoly in market

till an year and half ago, it enjoys loyalty of a good chunk of people.

It offers a commission of 5?3 to its customers.

T- and !0- together hold >43 of )+ market s share in India s market.

Another advantage in the books of T- and !0- is that no 0ervice rovider can

lay its tariff less than theirs. Thus it sets the standards in the market and others

follow the suite.

!ut the growing competition is seen as a threat to its monopoly as the technology

used by the rivate 0ervice providers is highly advanced (eg. )" A, ideo

)onferencing etc% and the kind of commission structure they are offering is lucrative

enough to test the loyalties of any T- /!0- )+ owner. The other edge the new

private entrants enjoy is that the modern day )+ owners are finding the repaid

)+ s to be of great comfort. Also their ost 0ale 0ervice could be another threat to

the *overnment owned )+ owners.

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6.BHARTI!harti Tele@ entures imited incorporated on Ruly :, 4>>9

!harti Tele@ entures (!T % is India s leading private sector provider of telecommunications

services with an aggregate of 24.:9 lakh customers as of Rune 6?, 5??6, consisting of

approximately 6:.94 lakh mobile and 256,:9= fixed line customers.

!harti is Fuite popular for its mobile services *+irTel .(launched in "elhi in the year

4>>9%.The company today offers mobile services in 55 circles in India

!harti Tele@ entures was the first private sector operator to provide fixed@line services in

India. Touchtel, India's first private fixed line service provider from Bharti Telenet Ltd.,

Bhartis TouchTel is a basic operator offering services in Delhi, Har ana, !adh a "radesh,#hattisgarh, $arnata%a and Tamil &adu.

It became first Indian private fixed@line services (launched in Indore in the adhya radesh

circle% in the year 4>>= by !harti Telenet thereby ending fixed@line services monopoly of

"oT (now !0- %. The )ompany s fixed@line services are promoted under the +irtel brand.

!harti is also operating its own )+ business segment. !harti Tele@ entures is operational

in 1 circles in India for its )+ business.In )+ segment it sells itself as Airtel In *urgaon

!harti offers a commission of 593 and is thoroughly post paid.It offers oints basedgifts to its customers as its promotional scheme and installs an extra line absolutelyfree.

61


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Tari## A!a 5 i

In the telecom industry irrespective of whether it is in obile or )+ service

providing, Tariff is the most critical point. The tariff plans laid down by the differentplayers generally mark their fate in the industry.

In India no rivate player can charge the customer less than what T- /!0-

charges.

I! ,(e PCO b2 i!e Re ia!"e (a i, ,ari## i%i ar ,$ MTNL.

62


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Re ia!"e P2 e Ma,rix

Ca e1N2%ber

T5 e $# Ca Di ,a!"e):%*

Pea: ($2r )? a% /= %*

C(ar4e P2 e )Se"*

O## ea: ($2r )/= % ? a%*

Na,i$!a ($ i1a5a!1 S2!1a5 37(rC(ar4e P2 e )Se"*

+)A ?@9? 4.5 4=? 4.5 4=??@9? 4.5 4=? 4.5 4=?9?@4?? 4.5 1? 4.5 1?

I-T$A)I$) D 4??@5?? 4.5 2? 4.5 2?5??@9?? 4.5 2? 4.5 2?

FI+ED W9?? 4.5 2? 4.5 2??@9? 4.5 >? 4.5 >?9?@4?? 4.5 6? 4.5 6?

I-TD$)I$) D 4??@5?? 4.5 6? 4.5 6?5??@9?? 4.5 5? 4.5 5?W9?? 4.5 5? 4.5 5?

+)A ?@9? 4.5 1?(nonmetro%/>?(metro%

4.5 1?(nonmetro%/>?(metro%

?@9? 4.5 1? 4.5 1?9?@4?? 4.5 1? 4.5 1?

I-T$A)I$) D 4??@5?? 4.5 1? 4.5 1?

5??@9?? 4.5 1? 4.5 1?CELLULAR W9?? 4.5 1? 4.5 1?

?@9? 4.5 6? 4.5 6?9?@4?? 4.5 6? 4.5 6?

I-TD$)I$) D 4??@5?? 4.5 6? 4.5 6?5??@9?? 4.5 5? 4.5 6?W9?? 4.5 5? 4.5 6?

+)A ?@9? 4.5 >? 4.5 >??@9? 4.5 >? 4.5 >?9?@4?? 4.5 1? 4.5 1?

I-T$A)I$) D 4??@5?? 4.5 6? 4.5 6?5??@9?? 4.5 6? 4.5 6?

WLL W9?? 4.5 6? 4.5 6??@9? 4.5 1? 4.5 1?9?@4?? 4.5 6? 4.5 6?

I-TD$)I$) D 4??@5?? 4.5 6? 4.5 6?5??@9?? 4.5 5? 4.5 6?W9?? 4.5 5? 4.5 5?

63


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INTERNATIONALLONG DISTANCE )ILD*

PEAK OFF PEAK

X+-D ulse/sec ulse/sec

0AA$) E -eighboringcountries

6.2 2.?

Durope (excl.uk% :.9 :.9

Bnited Hingdom 4? 4? Asia E +ceania 6.? 6.2

B0 / )anada :.9 :.9

Africa 6.? 6.2*ulf 6.? 6.2

TATA INDICOM P2b i" P($!e B$$,( Tari## Ra,e )'.e.#. /= ,( A ri &3==8*64


65/91

LOCAL T5 e $# Ca Se"$!1 P2 e Ra,e Mi!2,e )R .*

TATA Indicom booth to 'ixed line 4=? ?.2?

TATA Indicom booth to )" A( obile% 4=? ?.2?TATA Indicom booth to *0 ()ell

hone%1? 4.5?

DISTANCE )i! K% .* PEAK OFF PEAK S2!1a5

Na,i$!a H$ i1a5 )37Hr .*

>.?? A to 4?.?? 4?.?? to >.?? A

0ec/ ulse $ate/min

($s.%

0ec/ ulse $ate/m

in($s.%

FI+ED

Githin "elhi E -)$ 4=? ?.2? 4=? ?.2?

?@9? outside "elhi E -)$ >? ?.=? >? ?.=?

94@4?? outside "elhi E -)$ 6?5.2?

6?5.2?

4?4@5?? outside "elhi E -)$ 6? 5.2? 6? 5.2?

5?4@9?? outside "elhi E -)$ 49 2.=? 49 2.=?

CDMA( obile%

Above 9?? outside "elhi E-)$

49 2.=? 49 2.=?

Githin "elhi E -)$ 4=? ?.2? 4=? ?.2?

?@9? outside "elhi E -)$ >? ?.=? >? ?.=?

94@4?? outside "elhi E -)$ 6? 5.2? 6?5.2?

4?4@5?? outside "elhi E -)$ 6? 5.2? 6? 5.2?

5?4@9?? outside "elhi E -)$ 49 2.=? 49 2.=?

GSM()ell phone%

Above 9?? outside "elhi E-)$

49 2.=? 49 2.=?

Githin "elhi E -)$ 1? 4.5? 1? 4.5?

?@9? outside "elhi E -)$ 6? 5.2? 6? 5.2?

94@4?? outside "elhi E -)$ 6? 5.2? 6? 5.2?

4?4@5?? outside "elhi E -)$ 6? 5.2? 6? 5.2?

5?4@9?? outside "elhi E -)$ 5? 6.1? 6? 5.2? Above 9?? outside "elhi E 5? 6.1? 5? 6.1?

65


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-)$

TATA INDICOM P2b i" P($!e B$$,( Tari## Ra,e )'.e.#. /= ,( A ri &3==7*

INTERNATIONALLONG DISTANCE )ILD*

PEAK OFF PEAK

X+-D Time $ate/ in($s.% Time $ate/ in($s.%

0AA$) E -eighboringcountries

?=??@4>?? 8rs 4=.?? 4>??@?=?? 8rs 4=.??

Durope (excl.uk% 44??@55?? 8rs 4=.?? 55??@44?? 8rs 4=.??

Bnited Hingdom 44??@55?? >.?? 55??@44?? 8rs >.??

Asia E +ceania ?=??@4>?? 8rs 4=.?? 4>??@?=?? 8rs 4=.??B0 / )anada ?1??@44?? E

4=??@52?? 8rs>.?? ????@?1?? E 44??@

4=?? 8rs>.??

Gestern 8emisphere (exceptB0/)anada%

?1??@44?? E4=??@52?? 8rs

4=.?? ????@?1?? E 44??@4=?? 8rs

4=.??

Australia E -ew Xealand ?=??@4>?? 8rs 4=.?? 4>??@?=?? 8rs 4=.??0outh Dast Asian )ountries(0DA%

?=??@4>?? 8rs >.?? 4>??@?=?? 8rs >.??

Africa ?=??@4>?? 8rs 4=.?? 4>??@?=?? 8rs 4=.??

*ulf ?=??@4>?? 8rs 4=.?? 4>??@?=?? 8rs 4=.??

C$%%i i$! a!a 5 i

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As $eliance newly entered the )+ market, it had to have something extraordinary

to offer to the )ustomers/ )+ owners for making its venture to be a hit/success.

This is exactly what $eliance did. It is offering the maximum minimum commission toits )ustomers to attract them and has largely succeeded in doing that.

According to industry sources, at present the commissions being offered by the basic

operators (!0- , T- and the private service providers% range between 4= and 59

per cent of the revenues depending on the circles of operation. In other words, for

every $s 4?? that is collected from the customer, the )+ owner gets to keep

between $s 4= and $s 59, with the remaining amount accruing to the service

provider.

Ghereas $eliance is offering a maximum commission of 6=3 (6?3 commission Y

=3 service tax%. And if some )ustomer commits a inimum onthly $evenue

()onditional%, he becomes eligible to get a higher erformance based commission.

The graph below depicts the minimum commission offered by various 0ervice

roviders

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?393

4?34935?35936?3

C$%%i i$!

$##ere1

4Ser


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A1>> E 4>>>> 4???/line

)+ I00I+- 593 593 593 6? 3 to 6:3

I-)D-TI D0/"I0)+B-T0

-one onthly/ tlyIncentivescheme

'ree talk time Mes

$+ +TI+-0 -one *low signboard/!anners/ oster

s/!rochures

*low signboard/branding

-one

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A$DA "elhi E -)$ "elhi E -)$ "elhi E -)$ -ow operating in 45

states+T8D$ I-)D-TI D/ !D-D'IT0

'ree addition line,-o rental

oints basedgifts$edemption/Dxtra

ine 'ree

'ree -IB Mes

!I I-* )M) D 49 "ays 49 "ays repaid repaid

$D AI" )+B +-0 -on -on 4?=?/541?/652? 52??/9=1?

41 H8&/!ATTD$M$D D$0A

-o/-o Mes/Mes Mes/Mes (65H8&%

A$ B 4???@9??? 1??? 4???@29?? 9???

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ANALYSIS OF PCO BUSINESS SEGMENT IN INDIA

Pr$b e% #a"e1 b5 PCO er


72/91

per the industry estimates, the average earnings of the )+ owners have dropped

by close to 1? per cent in the past one year.

W(a, 'i be i, i% a",

The tele density in India is currently >.51 per 4?? in urban and semi@urban areas. In

other words it means that as much as >4.:2 per cent of the population is dependent

on )+s to make telephone calls.

A i4!i#i"a!, r$ $r,i$! $# PCO 2 er a a"r$ ,(e "$2!,r5 be $!4 ,$ ,(e

%i11 e " a & $'er-%i11 e " a a!1 ,(e ea , a## 2e!, $# $2r $"ie,5 . In the

event that this business becomes unviable, these sections of the country will be hard

hit and left without their primary means of communication.

In addition to the above, a majority of the 5.6 million )+s currently operational in

the country will become unviable and lose their employment and over 99 lacs people

(the operators and their families% will be left without any means of livelihood.

In fact the "epartment of Telecommunications ("+T% last year stated its intention to

increase the PCO 1e! i,5 #r$% / i! 6&8== ,$ / i! 8== e$ e . 8owever, if the

business is unviable, this objective will never be reached. This was planned basedon the fact that one )+ provides connectivity to many more people than a landline

or mobile phone does. The T$AI order seems to have overlooked this crucial aspect

towards increasing tele density.

It is time the T$AI takes cogni&ance of the fact that the balancing of social policy

concerns is not addressed for the )+ segment. T$AI must take a different view on

the )+ business and eliminate the termination charges for the )+ business or

look at a way of compensating !0+s for their )+ business.

This is the only way for the )+s to survive under the new tariff and interconnection

regimes and also make telephones available to the common man. 0o it becomes

vital for telecom government to address the problems of )+ business.

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S W O T A N A L Y S I S

73


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C(a ,er 70 SWOT A!a 5 i

S,re!4,(

$eliance )+ backed with the brand name of Re ia!"e is its major strength. This is

mainly because )ompany enjoys a very high goodwill in the market.

Another strength is that it has a very strong and efficient network across India. It has

over =??? Hms of +ptical 'iber )able deployed, so its coverage is more as

compared to other 0ervice roviders.

It is the first company to introduce )+ product based on I!,e i4e!, Ne,'$r: )IN*

a,#$r%.

ow operation and maintenance cost.

"edicated 52x: customer care through !A.

The company installs its )+ connection within 52 hrs of payment reali&ation.

$eliance offers (i4(e , "$%%i i$! in )+ market, which makes it lucrative.

It is based on prepaid payment method, which is much cheaper to acFuire and

maintain compared to post@paid connections.

It provides )+ connection through 'GT ('ixed Gireless Terminal%. !eing wireless,

its reach (coverage% is excellent and installation is very Fuick.

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Wea:!e e

Ex,er!a E!


76/91

The billing problem could be another weakness of $eliance. The experience of the

incident shared while analy&ing uestion 44 in the first phase of Training supports

this statement.

It is just 6 months old product there are lot of areas of improvement.

$eliance Infocomm does not advertise its )+ in a proper manner. 0othere is also lack of awareness among people.

O $r,2!i,5

)urrently there are 4>.59 lakhs )+s in India.

The )A*$ ()ompound Annual *rowth $ate% of )+s is 593.

There is lot of potential to grow as only :3 market has been tapped yet.

Te e-1e! i,5 $# I!1ia i $! 5 ?.39@. S,i ?/.>7@ $# e$ e 1e e!1 $! PCO #$r

,(eir "$%%2!i"a,i$! !ee1 .

0o )+ business segment holds great opportunity for $eliance.

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P$,e!,ia Mar:e,

>3

>43

Teledensity0till left

$eliance Infocomm targets the lowest end consumer by providing opportunityto start )+ business at such a low investment

Introduction of Fax er


78/91

o TATA Indicom and !harti are major upcoming competitor. They started their

)+ operations one and half year back. any private players like

Tata,!harti,$eliance and even 8utch are also entering aggressively with

similar products making the competition tougher.

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R E C O M M E N D A T I O N

A N D

C O N C L U S I O N

79


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C(a ,er 80 Re"$%%e!1a,i$! a!1 C$!" 2 i$!

Re"$%%e!1a,i$!

+n basis of my study I would like to recommend following points7

Top service companies are ;)ustomer +bsessed


81/91

3. O! ,(e $,(er (a!1 i, "a! %ar:e, i, Pr$12", i! a Qer$ I!


82/91

C$!" 2 i$!

I have tried to conclude this project and $eliance )+ s position in the current )+

market scenario with the help of !)* approach/matrix.

BCG Gr$',( S(are Ma,rix #$r

PCO %ar:e, e4%e!, i! I!1ia

S,ar

MTNL BSNL

2e ,i$!Mar:

Re ia!"e I!#$"$%%

Ca ( C$' D$4

82


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!y doing the detailed analysis of !)* (!oston )onsulting *roup% approach or more

familiarly known as *rowth 0hare matrix vis@[@vis $eliance )+, I discovered that

Re ia!"e PCO #i, i! ,(e 2e ,i$! Mar: .

The uestion mark determines businesses that operate in high@growth markets but

have low relative market shares. $eliance fits in as Fuestion mark because it needs

to invest/spend money on DFuipment, Advertisement and ersonnel to keep up with

the fast@growing market, and because it wants to overtake the market leader

T- /!0- .

Dven the other rivate )+ service providers like Ta,a& B(ar,i also fall in the same

stage/category i.e 2e ,i$! Mar: .As MTNL BSNL are the market leaders since

years, it is the S,ar in this segment.

This model shows industry s status in )+ market.

It can be concluded that )+ business segment, in general, is growing into a revenue

powerhouse and holds great opportunity.+ne )+ provides connectivity to many more

people than a landline or mobile phone does. A significant proportion of )+ users all

across the country belong to the middle class, lower@middle class and the least affluent of

our society.Thus )+ helps many Indians to remain connected with the world .In the event

that this business becomes unviable, these sections of the country will be hard hit and left

without their primary means of communication. Therefore, telecom industry should address

the problems faced by of )+ service providers, which will further help in development of

)+ segment of Indian telecom industry.

$eliance has entered the )+ business segment with its revolutionary product based on

prepaid technology. The entry of $I )+ in the map of Indian )+ market is based on a

game@plan of making services affordable and accessible to all. In times to come it has

potential to become market leader.

To put the project in a nutshell I ould sa! that "eliance has chosen to enter a market hich

has a hu#e potential and if dealt tactfull!$ it ill ac%uire a major share in this market in the

!ears to come #iven the technolo#! it is usin# and the value added services it has on the cardsfor its customers&

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u% ' a" conc*uding t i% &roit fo**o>ing *ine% A Re ia!"e $i!e1 ,(e ,e e"$%

e",$r&a !e' "(a ,er i! ,e e"$% re


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C(a ,er 90 BIBLIOGRAPHY !rochures of $eliance Infocomm

Telecom $egulatory Authority of India s (T$AI% report on

;The Indian Telecom 0ervices< @ erformance Indicators Ran@ ar ?9

Tariff sheet of Tata Indicom

aga&ines7 @!usiness Gorld ( ay 5??9%

-ewspaper7

@The Times of India

@The Dconomic Times

InternetVVV

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Si,e br$' e1 are a #$ $' 0

Telecom egulator (uthorit of India http)**+++.trai.gov.in

e*aince 'nfoco"" http7//www.relainceinfocomm.com"rivate Investment "romotion in IndianTelecom

http)**+++.investindiatelecom.com

Tata Indicomm www.tata.com!ahanagar telephone &igam Ltd. www.mtnl.comBharti teleservices www.bharti.comInternational Telecommunication nion http)**+++.itu.int*home*!inistr of #ommunications - InformationTechnolog

http)**+++.moc.gov.in*

ireless "lanning - #oordination ing http)**+++.dotindia.com*+pcc*spectrum/

home.htmBharat 0anchar &igam Ltd. http)**+++.bsnl.co.in* Indian Telephone Industries Limited http)**+++.itiltd/india.com1idesh 0anchar &igam Limited http)**+++.vsnl.net.in!ahanagar Telephone &igam Limited http)**+++.mtnl.net.in0ancharnet 2B0&L Internet 0ervice3 http)**+++.sancharnet.in!inistr of Information Technolog http)**+++.mit.gov.in4ederation of Indian #hambers of#ommerce and Industr

http)**+++.bisnetindia.com*

#ellular 5perators (ssociation ofIndia2#5(I3

http)**coai.com*

#ommunications, IT - Broadcasting &6 0 http)**+++.telecomlive.com*

86
http://www.trai.gov.in/http://www.investindiatelecom.com/http://www.tata.com/http://www.mtnl.com/http://www.itu.int/home/http://www.moc.gov.in/http://www.dotindia.com/wpcc/spectrum-home.htmhttp://www.dotindia.com/wpcc/spectrum-home.htmhttp://www.bsnl.co.in/http://www.itiltd-india.com/http://www.vsnl.net.in/http://www.mtnl.net.in/http://www.sancharnet.in/http://www.mit.gov.in/http://www.bisnetindia.com/http://coai.com/http://www.telecomlive.com/http://www.trai.gov.in/http://www.investindiatelecom.com/http://www.tata.com/http://www.mtnl.com/http://www.itu.int/home/http://www.moc.gov.in/http://www.dotindia.com/wpcc/spectrum-home.htmhttp://www.dotindia.com/wpcc/spectrum-home.htmhttp://www.bsnl.co.in/http://www.itiltd-india.com/http://www.vsnl.net.in/http://www.mtnl.net.in/http://www.sancharnet.in/http://www.mit.gov.in/http://www.bisnetindia.com/http://coai.com/http://www.telecomlive.com/


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A P P E N D I +

$eliance )+ uestionnaire

-on@$eliance )+ uestionnaire

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amphlets

$eliance customer application form ()A'%

RELIANCE PCO UESTIONNAIRE-A D7 !A7 "D 7

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:.8ow do you rate the service of the !A7 (Tick one%*ood 0atisfactory oor

=.8ow often do you get call from your !AK lease give the name of the Dxecutive.Geekly 'ortnightly onthly -ever

>.8ow much recharge coupons do you reFuire in a month562? 9=9?

4?. Ghat is your minimum commitment for prepaid coupons and what do you want for thatK

44. Ghat kind of problems do the customers faceK

NON- RELIANCE PCO UESTIONNAIRE

-ame7 "el7 Address7 A$ B7

!A7 Interested7 Area7

4. Ghat all services you are usingK"D A$ B Mear in use

T- /!0-TATA!8A$TI

5. 8ow much commission you are getting from the following service providersK

T- /!0- @@@@@@@@@@@@ TATA@@@@@@@@@@@ !8A$TI@@@@@@@@@@@@

6.8ow many customers visit your )+ each dayK0T"/I0"@@@@@@@@@@@

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2.Ghat is the profile of the customerK

9.Ghat is the level of satisfaction from the service providerK*ood 0atisfactory oor

T- /!0-$emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@TATA$emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@!8A$TI$emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

1. Are you aware of $eliance )+KMes -o

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:. Are you aware of 6?3 commission given by $elianceKMes -o

=. Dxplanation of $I schemeK

>.Are you interested in taking $eliance connectionKMes -o

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Fact Box

India s telecoms sector is carved into 55 circles or &ones, classified as LmetroL and LAL, L!L

and L)L circles, based on subscriber potential.

Me,r$ "elhi, umbai,Holkata,)hennai

A Cir" e aharashtra, *ujarat ,A. ., Harnataka ,T.-.

B Cir" e Herala, unjab,8aryana,B. .(G%,B. .(D%,$ajasthan, . .,G.!.

C Cir" e 8. .,!ihar,+rissa,Assam,-.D.

Documents

Reliance PCO