A PROJECT REPORT ON FULFILMENT PROCESS & HOW TO INCREASE SALES OF CORPORATE BUSINESS CDMA V/S GSM PREAPRED BY MANISH

CHAUHAN IN RELIANCE INFOCOMM (WWE RAKHIAL) FROM S K PATEL INSTITUTE OF MANAGEMENT & COMPUTER STUDIES

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Company Document I MANISH CHAUHAN personally feel very good for doing the project in the corporate office of Reliance Infocomm at WWE RAKHIAL. It was a wonderful experience to do the project in the Reliance infocomm as a management trainee from Gujarat university. For project. I am able to understand business environment of the corporate telecom from the Reliance Infocomm. Its pleasure to work with the Reliance infocomm team. I am thankful to Corporate Wireless team who help me to the complete the project during the time period between 15 th may to 15th July 2005. this Project corporate wireless department of Reliance has help me to complete the

Sign of the H.O.D.

Sign of the Project Leader

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Acknowledgment I Manish Chauhan, would like to take opportunity to thank all team member who have given me his or her precious time & guidelines in helping me to create this project. During the Project Work, I have gained lot of information which will help me in my future career growth. I have learnt to improve on my analytical skills and moulded myself to learn more about corporate business world. This division has also enhanced my graphical skills and ability to for see opportunities. I, Once again take this opportunity to personally Thank: 1. Shri. Mukesh Sharma Head Of Department Corporate Wireless Group. 2. Shri. Mahesh V Menon Project Leader Corporate Wireless Group. (DAKC) 3. Ms. Preeti Group. Goswami MIS Executive Corporate Wireless

5. Shri.sunil nair- Fulfillment team-Corporate Wireless Group (DAKC) It was a great experience to work under such talented individuals. I hope to make this knowledge given to me by my Team Leads will help me in achieving greater heights.

THANK YOU ALL ONCE AGAIN & MY BEST WISHES TO ALL

DATE : 15th July, 2006 PLACE : AHMEDABAD SIGNATURE :

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INDEX
Description Company Profile Introduction Product of Reliance Infocomm Target Mission Vision Company Address PROJECT-1 (Fulfillment process) 1.1 Introduction 1.2 Define the Problem 1.3 Develop the Research Plan 1.4 Data Collection 1.5 Data Analysis 1.6 Strength and Weakness of Company 1.7 Appendix PROJECT-2 (How to increase sales) 2.1 Introduction 2.2 Define the Problem 2.3 Develop the Research Plan 2.4 Data Collection 2.5 Data Analysis 2.6 Strength and Weakness of Company 2.7 Appendix Page No 5 5 8 19 21 23 25 27 31 35 37 39 51 55 71 75 79 81 84 98 100 4

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COMPANY PROFILE: INTRODUCTION OF RELIANCE:

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Reliance - India's largest business house The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and exports of Rs 15,900 crore (US$ 3.6 billion). The Group's activities span exploration and production (E&P) of oil and gas, refining and marketing, petrochemicals (polyester, polymers, and intermediates), textiles, financial services and insurance, power, telecom and infocom initiatives. The Group exports its products to more than 100 countries the world over. Reliance emerged as India's Most Admired Business House, for the third successive year in a TNS Mode survey for 2003. Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group contributes nearly 10% of the country's indirect tax revenues and over 6% of India's exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.

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Introduction of Reliance Infocomm: Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India's vast population. "Make the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for Reliance Infocomm in late 1999. He saw in the potential of information and communication technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment. Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the entire country. The Reliance Infocomm panIndia network was commissioned on December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July - 6, 2002. Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire line) and convergent (voice, data and video) digital network, designed to offer services that span the entire Infocomm value chain infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India.

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PRODUCT OF RELIANCE INFOCOMM:

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1.Reliance Post-paid
Joy Plan Our Postpaid plans have been specifically designed to help you save on costs. Depending on your usage and your budget, you have a choice of plans with economical tariff rates. Unlimited Talk-time pack Now, you can enjoy the benefit of making Unlimited Calls to other Reliance Phones within your circle, Absolutely Free Get stated Kit Gone are the days when you were bound by a particular handset and a certain phone number. You can now set yourself free with the new Get Started Kit from Reliance India Mobile

2.Reliance Pre-paid
Pre-paid Tariff Talk non-stop at 99 paise per minute on RIM Prepaid. Recharge voucher Choose from a range of recharge vouchers to suit your need. RCV 495 Presenting the new Rs. 495 recharge voucher. Now you can make unlimited calls from your RIM Prepaid to any other RIM phone in your circle. Absolutely Free! Between 10pm to 8am. RCV 360 and RCV 39(FOR GUJARAT) Call any mobile across Gujarat @ 50 p/ min only with the new Rs 360 and Rs 39 Recharge Vouchers.

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E-Recharge Introducing e-recharge from RIM Prepaid. Now you can recharge your prepaid with any amount, from Rs. 55 - Rs. 1100. So don't let your budget stop you. Choose a recharge value that suits you and stay mobile SMS Top-Up Card Just top-up your prepaid with the new SMS top-up for Rs. 55 only, and send free unlimited SMS (local and national) to any Reliance phone across India and a new Top-up of Rs 30 only and enjoy 2000 SMS local on every network. Get Started Kit Gone are the days when you were bound by a particular handset and a certain phone number. You can now set yourself free with the new Get Started Kit from Reliance India Mobile LIFETIME INCOMING FREE Now lifetime incoming is available in Rim prepaid.

3.Reliance India Mobile(RIM)

Reliance has CDMA mobile like: 1)LG 2)NOKIA 3)MOTOROLA 4)SAMSUNG 5)KYOCERA 6)G-TRAN 7)TELSON
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4.Reliance world-card
The world is just a call away. With the new Reliance World Card available in two denominations - Rs. 115 and Rs. 225, you can make ISD calls from any Reliance phone, be it postpaid (Reliance India Mobile/Fixed Wireless phone) or RI M prepaid even without a preactivated ISD facility!
The Reliance World Card also gives you exceptional voice clarity and superior calling experience, all at exceptionally attractive rates.

5.Fixed Wireless Phone(FWP)

Wireless connectivity - immune to cable-cuts, rains etc. Carry it along when you move from room to room or when you shift your home/office.
Wireless Internet (R Connect)

In-built modem for high speed Internet connectivity at speeds up to 115 kbps. No separate ISP connection required Mobile Phone's Features SMS, In-built Caller Line Identification, Voice Mail, 99-number Phone Book, Speaker Phone, choice of ring tones and many more. Zero effective Rentals Value of free calls almost equivalent to monthly plan charges with unbelievably low call rates.

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6.Fixed Wireless Terminal (FWT)

Great Savings Unbelievably low call rates. Substantial savings on ISD calls.
Zero Effective Rentals

Value of free calls almost equivalent to monthly plan charges.

Parallel Connection Facility

Two voice ports to connect two telephone instruments to be used as parallel connection No Wires Attached Wireless connectivity-immune to cable cuts, rains etc. Carry it along when you shift your home/office. Wireless Internet (R-Connect) In-built modem for high speed Internet connectivity at speeds of up to 115 kbps. No separate ISP connection required.
3-way Call Conferencing, Speed Dialing, Hotline, Call Restrict/Call

Lock, Call Wait/Call Hold, Call Divert, Alarm and Caller Line Identification enabled

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7.R-Connect
What's in the Kit 1. A data cable that connects the Terminal/Phone to the computer. 2. A CD that installs the R Connect software on the computer, which allows you to surf the Internet.

What does the CD contain? 1. R Connect installer - it registers the Terminal/Phone as a modem and dial up connection. 2. R Connect Dialer - It helps the user to connect to the Internet. creates the R Connect

Installation Steps
A. Activation of the FWT/FWP To activate FWT LG LST250 for data connectivity dial '##7#0*'. To activate FWP LG LSP340E, press (Menu)-> (2:Additional) ->(4:SIO Baud rate) and select 115, 200 bps.

B. Loading the R Connect software from installer CD 1. Insert the CD in the CD drive. In case your computer does not a CD drive, to download software. 2. The setup program automatically launches the wizard. 3. Follow the step-by-step instructions given by the wizard. 4. The wizard installs the necessary software and creates the R Connect icon on the desktop. have

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5. The wizard prompts the user to restart the machine. Restart machine to use the service. Connecting to the Internet

the

1. Connect the Terminal/Phone to the computer using the data cable 2. Double click the R Connect icon on your desktop. 3. Enter your user ID and password and click the Connect button to connect to the Internet. Your Terminal/Phone number will be your User ID as well as your password. So if your Terminal/Phone number is 0223101010 then your User ID and Password will be 223101010. 4. Internet Explorer is launched automatically. You can now surf the Internet System Requirements The R Connect software is designed to work on the following operating systems.

Windows 98SE Windows 2000 Windows XP Windows ME

Before running R Connect please ensure that the following software components are installed and working on your computer

Dial-up Networking 1.3 Dial up adapter (for Windows 98SE) and TCP/IP as part of Network configuration IE 5.5 or above

Important: Install the R Connect software before you connect your Terminal/Phone to your computer. During the installation process the wizard will instruct you when to connect the Terminal/Phone to the computer. *ISP services provided by Reliance Communications Infrastructure Ltd.

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8.Office-Mail
Now take your office along with you. On business trips or even when you are traveling in your car. View, reply and manage your office mailbox. Search for people on your office directory and even send e-mails/SMS to an entire office group. What's more, you don't need to buy expensive handsets or remember any complicated SMS codes. This service can be accessed on any R World enabled handset

9.International Roaming
Communication without boundaries. That's what the wireless world means. And that's exactly what your Reliance India Mobile gives you. Harness the power of Reliance International Roaming by making your Reliance India Mobile number accessible anywhere in the world through 325 operators in 170 countries. That's more than most others can offer. Reliance Infocomm offers GSM International Roaming through the use of a GSM handset and a GSM SIM card or a Removable User Identification Module card (RUIM card). A RUIM card can be used on the Reliance India Mobile network with a RUIM Compatible handset - GTRAN or Telson handset.

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10.Fixed line phone(FLP)

NextGen Caller ID
The Reliance FLP displays the name of 2nd caller during an ongoing conversation. If the name of the caller is not stored in the phonebook, then it displays the 2nd caller's number.

Speaker Phone
Lets you talk and work during a phone call. Also two or more people can talk simultaneously.

3-way Conferencing
Talk to 2 people at the same time.

Mobile Phone Features

Phone Book, Call History, Dial back from Caller ID, Missed Calls, etc are easy to use phone features now available on a landline.

Quick Dialing
Enjoy the convenience of calling up to 10 frequently called numbers by pressing just two keys on your Reliance Phone.

Line Locking (STD/ISD Locking) Secure your phone from unauthorized usage. Delayed Hotline
Automatically connects to a number, of your choice within 7 seconds after the handset is picked up or when the speaker is put "ON".

Call Forwarding
Just choose the Call Forward option from the menu and set the destination number to any Reliance number within the same city.

Call Transfer
Lets you make a call and transfer it to any Reliance Phone within your city without disconnecting.

Direct Internet Access

Dial *133133 / 30335151 to get connected to the Internet. No separate subscriptions required, you could just dial and browse.

Alarm Call
Lets you set reminder/ wake-up calls on the Reliance FLP.

R Care Press the 'R Care' button on your Reliance FLP to get instantly connected to our 24x7 Customer helpdesk.

11.SMS top-up card

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Just top-up your prepaid with the new SMS top-up for Rs. 55 only, and send free unlimited SMS (local and national) to any Reliance phone across India.

12.R-WORLD

Membership Applications At a nominal charge of Rs 25 per month, you can enjoy unlimited access to a wide array of over 60 frequently used R World applications. No other charges apply for these applications. An symbol next to these applications would indicate that they are in this category. However, if you migrate from membership to day pass, then Rs 3 shall be charged for membership applications for 24-hour unlimited usage. Pay on Entry Applications As the term implies, you will be charged as and when you enter these applications. You can use the application as long as you wish once you have paid the entry fee. If you leave the application and re-enter later you will be charged once again. For instance you will be charged Rs 2 for entering a game. You can play the game as many times as you wish. On exiting and re-entering the game, a fee of Rs 2 will be charged again. Please note, no extra charges will be applicable. An symbol next to these applications will indicate that they are under the 'Pay on Entry' category. Please note, these applications can be accessed without paying any Membership Charges

Pay on Use Applications A lot of applications involve actions, like sending a greeting, downloading a ring tone, viewing cricket scores or saving wallpapers. Applications under this are charged only when you use the application to download, send or search. An symbol next to these applications will indicate that they are in this
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category. Please note, these applications can be accessed without paying any Membership Charges

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TARGET FOR RELIANCE INFOCOMM IN TELECOM:

Achieving a Tele-Destiny of 7 by 2005 and 15 by 2010.

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Increase Rural Tele-destiny of 0.4 to 4 by 2010 and provide reliable transmission Media to rural areas.

Reliance Infocomm to empower 4 lakh villages by December 2005

India's largest mobile operator takes the lead to reach out to 65 crore Indians.

Two out of three villages to be covered with voice and data access Massive network to roll out to benefit 90% of India's habitats covering 91% of national highways.

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MISSION OF RELIANCE INFOCOMM

We will create an integrated infrastructure with state-of-the art digital technology to provide innovative, cost effective and world-class to our customers.
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We will Indias defining service provider and the most preferred one. We will achieve dominant market share in India by 2005 will rank among the worlds top10 carries by 2007.

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VISION OF RELIANCE INFOCOMM

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We will leverage our strengths in executive complex global scale projects to make leading edge information and communication services affordable by all individual consumers and businessman in India. We will offer unparalleled value to crate delight and enhance business productivity.

We will also generate value for our capabilities beyond Indian borders while enabling beyond Indian borders while enabling million of Indias knowledge workers to deliver their service globally.

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COMPANY ADDRESS:

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RELIANCE INFOCOMM WEB WORLD EXPRESS RAKHIAL OPP. RAKHIAL BUS STOP AHMEDABAD EMAIL ADDRESS 9007980120@reliancemail.net WEB ADDRESS www.relianceinfo.com TELEPHONE NO. (79) 32944017/18/19 09328283282

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PROJECT-1 Fulfillment Process of corporate telecom CDMA v/s GSM 1.1 Introduction

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Fulfillment process: Fulfillment process starts when the customer goes in for Postpaid / Prepaid connection along with bundled Handset and this process continues till his first bill gets generated. 1) Corporate customer meets the sales executive. 2) Sales executive fills the Customer Application Form (CAF) and gives his report to the KAM along with relevant documents. 3) KAM Records the data Customer Application Form Corporate Customer Name Billing Address Delivery Address 4) KAM collects the necessary documents from the Corporate Customers for the activating Handset. 5) KAM hands over the data with the necessary document to the Fulfillment team.

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6) Fulfillment team collects the data with the document of the corporate and verifies all the documents with the CAF form. 7) After verification of all the documents required the Fulfillment team gives go ahead for activation of Corporate Connection. 8)Fulfillment Team also known as FAB team looks after Record of the Corporate Customer No. of connections each Corporate is assigned to. Annual spend of the Corporate Billing Address Handset Delivery Handset Types

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Importance of Project:

This project Report gives reliance a view of the fulfillment team performances. We can ascertain order execution process in this project. We can also get idea on Rate plan structures. Billing Structure followed by Reliance.

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1.2 Define the problem

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Accurate Data Capture When Reliance Infocomm acquires from a corporate customer any telecom product i.e. Mobile or landline, the details of the customer should be captured correctly as per the application form. These should include : 1)Corporate name 2)Corporate address 3)Corporate transfer information 4)No. of connections 5)Rate Plans 6)Billing Address 7) user name i.e. Employee name 8) name and sign of authorized signatory at customer level All the necessary information regarding the corporate should be properly captured by RIC

Proper Usage Customer has to know what service is being provided i.e. the Rate plans and schemes available in the phones and value added services being provided to determine the correct usage pattern of his phones.

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Proper charge 1)Rate plans Every phone bought by the corporate customer should have proper rate plans configured in the system and should be correctly charged as agreed. I.e. how much they pay and how much talk time they get . 2)Roaming charges Some employees use their phones outside the particular state so roaming charges are applicable therefore roaming charges should be properly configured and counted 3)scheme should be followed Proper schemes for handsets and rate plans should be properly configured and provided as agreed between RIC and the corporate customer. 4).Value added service The customers regarding usages and charges should properly know whatever the value added service customer is using that service.

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Error Free Billing 1)Wrong Amount In the case of wrong amount what happen customer has only talk of Rs.200 but bill is telling more than that. Also same case in SMS service customer was sending only 50 SMS and bill is telling more than that so this type of problem is sometimes happen in the case of billing should be avoided. 2)Late Billing In the case of late billing what happen the bill has only 7 days permission to fill the bill so amount is remain outstanding make a big confusion of the billing process. 3)Address changed Sometimes if any corporate is change their office and give the application of the change of the office but the bill is send to the older address is make a problem of getting the bill on right time. So this type of problem should be avoided. 4)Wrong name Sometimes Name of the person and address of the bill is wrong so it should be avoided.
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1.3 Develop the Research Plan:

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In this world of corporate I have got an opportunity of meeting the 25 corporate clients and have taken initiative of interacting with them and managing to put their forth needs in a detailed questioner format.

This questioner will give us the ratio of customers satisfied and not satisfied with fulfillment process.

This project will give us a detail requirement of corporate customers and their needs and will help us to serve them better.

This Questioner is available in APPENDIX.

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1.4 Data Collection:

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I have collected the data from the Reliance Customer Application Form. From the Customer Application Form I am able to get the following information: 1.corporate customer name 2.Authorized person of the corporate 3.Contact No. 4.Address 5.Average telecom monthly spends. 6.No. of employees.

From above information I

was take

the appointment of 25

corporate and visit the 25 corporate to get the feedback of the fulfillment process of Reliance and other GSM services.

From above information I have done the telecom survey of the another 75 corporate for the feedback of the fulfillment process of the Reliance and another GSM service providers.
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1.5 Data Analysis:

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Data Analysis of Fulfillment process of CDMA V/S GSM Q-1.How long you are using this phones? COMPARISON GRAPH FOR CORPORATE CONNECTION TIME PERIOD

CORPORATE CONNECTION TIME PERIOD

1 0.9 VALUE IN PERCENTAGE 0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 HUTCH AIRTEL RELIANCE TATA BPL SERVICE PROVIDER IN TELECOM <1-MONTH 1-6MIONTH 6-12 MONTH >1-YEAR

BPL has 100% corporate customer more then 1 year of telephone connection that show that BPL has a capability of not loosing the corporate customers.
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Reliance and Hutch also doing well having 75% corporate connection having more then 1 year. Airtel and Tata at Last position having required to improve their schemes to not loosing the customers. Q-2 Which service are you using? TYPE OFSERVICE CONNECTION IN CORPORATE GRAPH FOR ALL TELECOM SERVICE PROVIDER

TYPE OF CONNECTION IN CORPORATE

Pre-paid 3%

Pre-paid

Post-paid

Post-paid 97%

Most of the Corporate having billing system is available in corporate whatever service GSM OR CDMA they are using. Only 3% having pre-paid connection in corporate.
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Q-3 What is your opinion regarding Documenting process? HUTCH:

Dissatisfied 13%
HUTCH DOCUMENTING PROCESS

Satisfy Slightly-satisfy
Slightlysatisfy 0%

Dissatisfied
Satisfy 87%

AIRTEL:

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Dissatisfied 0% Slightlysatisfy 33%

AIRTEL DOCUMENTING PROCESS Satisfy Slightly-satisfy Dissatisfied Satisfy 67%

RELIANCE:

Dissatisfied 16%

RELIANCE DOCUMENTING PROCESS

Slightlysatisfy 23%

Satisfy 61%

Satisfy Slightly-satisfy Dissatisfied

TATA:

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TATA DOCUMENTING PROCESS

Dissatisfied 28%

Satisfy 50%

Satisfy Slightly-satisfy Dissatisfied

Slightly-satisfy 22%

BPL:
Slightlysatisfy 14%

BPL DOCUMENTING PROCESS Dissatisfied 0%

Satisfy

Slightlysatisfy Dissatisfied
Satisfy 86%

BPL and HUTCH are doing very well in documenting process of telecom. Both have more then 85% percentage corporate customers are satisfied with their documenting process.
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Reliance and Airtel will need to improve lot because only 60-70% percentage corporate customers are satisfied with their documenting process.

Tata has very poor performance in documenting process because only 50% customers are satisfied and 28% are dissatisfied with their documenting process.

Q-4.Delivery of handset: COMPARISON GRAPH FOR HANDSET DELIVERY FOR RELIANCE AND TATA

HANDSET DELIVERY CHANNEL PERFORMANCE OF RELIANCE AND TATA

VALUE IN PERCENTAGE 100 80 60 40 20 0 Reliance Tata On-time delivery 92 94 DELIVERY TIME Late-delivery 8 6 Tata Reliance

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Tata and Reliance both have doing excellent in the handset delivery. Both have more then 90% corporate customers ontime delivery and less then 10% have late delivery.

Q-5.Did you get the handset model you demanded? COMPARISON GRAPH FOR HANDSET MODEL SYSTEL FOR RELIANCE AND TATA

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HANDSET MODELS SYTEMS IN CORPORATE OF RELIANCE AND TATA

100 90 PERCENATAGE VALUE 80 70 60 50 40 30 20 10 0 Reliance Tata Yes 86 95 OPINION No 14 5 Reliance Tata

Tata doing slightly better then Reliance in case of handset types systems. Reliance has 86% corporate customers getting the right handset models and in case of Tata it is 94%. So Reliance will need to make some improvement in the handset types.

Q-6.How soon your handset activated? HUTCH:

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HANDSET ACTIVATION SYSTEM OF HUTCH 48-72 HOURS 13% >72 HOURS 0%

24-48 HOURS 38%

0-24 HOURS 49%

0-24 HOURS 24-48 HOURS 48-72 HOURS >72 HOURS

AIRTEL:
HANDSET ACTIVATION SYSTEM OF AIRTEL

48-72 HOURS 33%

>72 HOURS 0%

0-24 HOURS 24-48 HOURS 48-72 HOURS >72 HOURS

24-48 HOURS 0%

0-24 HOURS 67%

RELIANCE:

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HANDSET ACTIVATION SYSTEM OF RELIANCE

48-72 HOURS 0% 24-48 HOURS 13% >72 HOURS 5%

0-24 HOURS 24-48 HOURS 48-72 HOURS >72 HOURS

0-24 HOURS 82%

TATA:

HANDSET ACTIVATION SYSTEM OF TATA

48-72 HOURS 11% >72 HOURS 0%

24-48 HOURS 17%

0-24 HOURS 24-48 HOURS 48-72 HOURS >72 HOURS

0-24 HOURS 72%

BPL:

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HANDSET ACTIVATION SYSTEM OF BPL

48-72 HOURS 0% >72 HOURS 24-48 HOURS 0% 14% 0-24 HOURS 24-48 HOURS 48-72 HOURS >72 HOURS

0-24 HOURS 86%

BPL and Reliance both doing excellent in the activation of the telephone because more then 80% corporate customers have activated their phones within 24 hours. Airtel and tata has doing good having 60-70 percentage corporate customers have activated within 24 hours but they are require some improvement in the activation. Hutch has very poor performance they have only 50% corporate customers activated their phones within 24 hours and 38% customers have taken time 48 hours or more.

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Q-7.Have you faced any problem during execution of report? COMPARISON GRAPH FOR CHANNEL PERFORMANCE OF TELECOM COMPANY

CHANNEL PERFORMANCE OF THE TELECOM FOR THE CORPORATE CONNECTION

100 VALUES IN PERCENATAGE 90 80 70 60 50 40 30 20 10 0 YES NO HUTCH 13 87 AIRTEL 0 100 RELIANCE 8 92 SERVICE TATA 11 89 BPL 14 86 YES NO

Airtel has doing excellent in the order execution because they have not single corporate customers have problem of execution of orders in Airtel. Reliance at second position in the execution of order having 90% corporate customers order execute properly. Hutch, Tata and BPL are at same position with nearly 80% corporate customers orders properly execute. So this telecom company should improver their channels of orders execution. Q-8.Any pricing problem faced by you?
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HUTCH:
RATE PLAN MANAGEMANT FOR THE CORPORATE IN HUTCH
yes 0%

yes no

no 100%

AIRTEL:
RATE PLAN MANAGEMANT FOR THE CORPORATE IN AIRTEL

yes 0%

yes no

no 100%

RELIANCE:

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RATE PLAN MANAGEMANT OF CORPORATE IN RELIANCE

yes 9%

yes no

no 91%

TATA:

RATE PLAN MANAGEMANT OF THE CORPORATE IN TATA

yes 6%
yes no

no 94%

BPL:
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RATE PLAN MANAGEMANT OF THE CORPORATE IN BPL yes

0% yes

no

no 100%

Hutch, Airtel and

BPL has doing excellent having not single

corporate customers has problem of rate plan means GSM doing better in the case of rate plans.

Reliance and Tata have problem of rate plans. Reliance has a problem of 9% corporate customers are not getting the right postpaid plans. And in the case of Tata 6% corporate customers has a problem of rate plans. So CDMA has a problem in the case of rate plans compare to GSM.

Q-9.Any billing Issues? HUTCH:

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wrong amt 0%

late billing 0%

address changes 13% other 0%

BILLING SYTEM IN HUTCH

wrong name 0% No problem 87%

wrong amt late billing address changes wrong name other No problem

AIRTEL:

BILLING SYSTEM IN AIRTEL

wrong amt 0% late billing 0% other 0%

wrong amt late billing address changes wrong name other

address changes 0% wrong name 0% No problem 100%

No problem

RELIANCE:

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wrong amt 9% No problem 37%

BILLING SYSTEM IN RELIANCE

wrong amt

late billing 19% address changes 2% wrong name 0%

late billing address changes wrong name other No problem

other 33%

TATA:

wrong amt 6%

BILLING SYSTEM IN TATA

wrong amt late billing address changes wrong name other No problem

address changes 0%

late billing 0% other 6%

wrong name 0% No problem 88%

BPL:

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BILLING SYSTEM IN BPL

wrong amt 0%

late billing 29% wrong name 0% address changes 0% other 0%

wrong amt late billing address changes wrong name other No problem

No problem 71%

Airtel has doing excellent in the case of billing system. There is not a single corporate corporate. customer has problem of bill in the

Hutch and Tata is doing well having more then 85% corporate customers has no problem with the billing system of hutch and tata.

BPL is needed to improve some what because 71% corporate customers has no problem. Reliance is very worse in the case of billing system lots of improvement and changes is required in the billing system. There is a problem of Wrong Amount and most important Late Billing problem faced by the corporate in the case of billing systems.
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Q-10.What quality of service delivered by our company? CORPORATE TELECOM SERVICE COMPARISON GRAPH

CORPORATE TELECOM SERVICE PERFORMANCE

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% HUTCH AIRTEL RELIANCE TATA BPL SERVICE PROVIDER

GOOD AVERAGE POOR

VALUE IN PERCENTAGE

BPL and Airtel has more then 70% corporate customers are happy with their services like network, value added services and all another facility.

Hutch at the second position in the case of service providing more then 60% corporate customers are like the hutch services. So the

Tata and Reliance has very poor performance in the service facility like network, value added services etc. because less then 40% corporate customers are like the service. So CDMA is not up to mark in the service provider. Reliance most of the customers in
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the average category so somewhat improvement is require in the services of the reliance. Q-11 Can you please let me know which sector company you working you? HUTCH:

SCALE OF THE CORPORATE HAVING CONNECTION OF HUTCH

lower 0% upper 38%
upper medium lower

medium 62%

AIRTEL:
SCALE OF THE CORPORATE HAVING CONNECTION OF AIRTEL

lower 0% upper 33%

upper medium lower

medium 67%

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RELIANCE:
CORPORATE SCALE HAVING CONNECTION OF RELIANCE

lower 2%

upper medium

medium 42%

lower

upper 56%

TATA:

SCALE OF THE CORPORATE HAVING TATA lower CONNECTION 6%

upper 39%
upper medium lower

medium 55%

BPL:
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SCALE OF THE CORPORATE HAVING BPL CONNECTION

lower 0% upper 29%

upper medium lower

medium 71%

In the case of corporate category Reliance has topped because Reliance has 56% corporate are upper level means having more then 100 connection average. This result tells Reliance generate more profit compare to another telecom company. So Reliance has corporate average connection is more then 100 for corporate. In the case of Hutch, Tata and Airtel has 30-40% corporate are upper level remaining corporate are small and lower level corporate having less connection compare to upper level. In Hutch,Airtel,Tata average connections are between 50-60 connections. In the case of BPL only 29% corporate are upper level and 71% are medium corporate so BPL having corporate average connection is less then 50.

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1.6 STRENGTH AND WEAKNESS OF COMPANY:

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Reliance strength: 1.Instant activation facility 2.Order execution properly 3.Handset types availability 4.Reliance to Reliance free in some schemes. 5.Average connection more then 100 because most of Upper scale company.(56% upper scale company) 6.Not losing the corporate customer capability(75% corporate connection have more then one year)

Reliance Weakness: 1.Billing problem 2.Documention problem(Related to the Application form) 3.Service performances( Network, voice problem in some case) 4.Rate plan problem

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Solution of the weakness of the Reliance:

1.Billing Problem

1.1.Billing Address changed In this case customer has problem of not getting the bills at right place Their problem of getting the bill at the right place should be resolved. So every 1-month all KAM require to ask the Corporate customer that have you face any problem?

1.2. Late Billing Bills will send through courier because late billing is the one problem of Reliance.

2. Documention problem 2.1 Customer Application Problem; There should be one system developed that holds the corporate customers lists and update the system automatically so whatever the corporate customers are exist that corporate customers should not need to fill the application form again.

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3. Service Problem: Network department should check the network of the Ghatkoper and the some of the region of Marine drive because that area corporate customer facing problem of the network.

Also network problem outside the India in Bangladesh are faced by corporate customer should be resolved by the Network people.

4.Rate plan Problem: In case of the Rate plan whatever the scheme under the customer require that scheme order should be proper followed.

Some attractive schemes like Rs.10 extra pay you get the 50 SMS FREE or Rs.50 more rental charges in any scheme to get the other GSM mobile talk time at less rates.

Corporate customers orders of no. of telephones under proper rate plans should be followed.

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1.7 APPENDIX:

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SURVEY OF FULFILLMENT PROCESS OF CORPORATE IN TELECOM Corporate sector MNC Private Sector Public Sector Government Foreign Mission Named Account Service:

Hutch/Orange Airtel Tata Reliance Bpl

Company name: ________________________ Contact name: _________________________ Place: ____________________________

1.How long you are using this Phone? 2.Which service are you using? 3.What is your opinion : a)Documenting process:

<1 month 1-6month 6-12month >1 year Prepaid Postpaid Satisfied Slightly Satisfied Dissatisfied On-time delivery Late delivery
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b)Delivery Of Handsets

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4.Did you get the handset model you demanded?

Yes No 0-24 hours 24-48 hours 48-72 hours >72 hours Yes No

5.How soon your handset got activated?

6.Have you faced any problem during execution of your order? 7.Any pricing problem faced by you? 8.Any billing issues?

Yes No Wrong Amount Late Billing Address Changed Wrong Name Other ____________ Poor Average Good

9.What quality of service delivered by our company?

10.Suggestion/Any other issues 11.Can you please let me know which sector of company you are working for?

Upper scale Middle scale Lower scale

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Aim of the Questions of Questioner Q.1 How long you are using this phone? Ans. Feedback of this question through I will know which telecom

service provider has consistency of providing better service from the time period of corporate connection. And Telecom Company not looses their corporate customers. Q.2 Which service you are using? Ans. Feedback of this question through I will reliance to develop their strategy . Q.3 What Is your opinion regarding documenting process? Ans. Feedback of the question through I will know how the procedure of reliance and other GSM service provider going on the paper. Q.4 Delivery of handset. Ans. Feedback of the question through I will know how the reliance and other GSM service channels are working. know which service

corporate customer are using which will help for the corporate group of

Q.5 Did you get the handset model you demanded?

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Ans. Feedback of this question through I will know corporate customers are getting the handset what they were demanded or not.

Q-6.How soon your handset got activated? Ans. Feedback of this question through I will know how faster the service provided by the particular telecom company in means of the activation of the phones.

Q-7.Have you faced any problem in execution of your order? Ans. Feedback of this question through I will know how the reliance and other telecom service provider channels of sales and marketing will working area of orders of the telephones. Q-8.Any pricing problem? Ans. Feedback of this question through I will know the allocation of the particular rate plans for the corporate customers will done or not.

Q-9. Any billing issues? Ans. Feedback of this question I will know the billing system of the reliance and other telecom company. Q-10.What quality of service delivered by our company? Ans. Feedback of this question through I will know that how the network, voice, value added services and all other services provided by the telecom company.
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Q.11 Suggestions: Ans. Feedback of this open-end question through I will know what the corporate customer expect from the telecom company.

Q.12 Sector of the company; Ans. Feedback of this question through I will know which sector Corporate connection reliance has and which are other corporate connections.

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PROJECT-2 How to increase sales in the corporate business 2.1 Introduction

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Reliance Corporate customers: I have met personally 13 corporate customers for getting feedback on reliance products & services v/s competitors products & services currently used by them. I have met the following corporate customers. 1.SaiNath steel Industries 2.Saryu Enterprise 3.Jain Fashion Ware 4.Bajaj Processors pvt ltd. 5.Toshvin Analytical 6.Neb Electronics 7.Origin Express 8.Elder Pharmaceutical 9.Ras Propack 10.CMS Securities 11.Infrasoft Technology 12.Time Magnetic 13.Motilal Oswal I have personally visited13 Corporate customers out of which 7 Corporate customers are Interested in upgrading Reliance products and services.

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VIEW OF THE CORPORATE CUSTOMERS:

More than 50% corporate customers are interested in upgrading their mobile handsets. There are more than 60% corporate customers who are happy with, Reliance Value added services. Reliance has nearly 3000 connections in 13 corporate customers as compared to 620 connections of competitors services. 100% Corporate Customers are fully satisfied with the R-world services.

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SALES POTENTIAL OF RELIANCE CORPORATE BUSINESS: 1.World card World card has no admin charges like the International Roaming hence we can increase sales.

2.Inter-Circle, Intra-Circle plans: We can have more increase in sales acquisition by promoting CUG plans. 3.Office-mail service: Corporate customers can have better speed in sending their e-mails from any part of India by using our office-mail services. 4.Attractive Mobile Range: Different make of handsets are available from LG, SAMSUNG, NOKIA, Kyocera and there is a wide variety of options for customers.

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2.2 Define the problem

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Factors to Increase sales in Reliance (CDMA): CDMA v/s GSM handset Reliance has limited handset availability as compared to GSM hence to promote more sales we need to widen the range of mobile handsets. Handset attributes of Reliance mobile Unlike other operators reliance should introduce Caller Tunes for encouraging more handset facilities. Network Availability in CDMA v/s GSM Strong network availability anywhere in the world should be available in reliance to increase their sales. Value Added Service in Reliance We should provide more Value Add Services to corporate customers like Call divert, Call hold, Item-wise billing etc R-world v/s GPRS Make R-world attractive in terms of entertainment like Games, Sports Quiz, providing cricket scores online and many such other facilities. Local Roaming V/s GSM Roaming charges should be competitive to increase the sales. Customer service Customer service is like frame of the company hence this should provide all the possible information to the corporate customer in
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terms of billing queries, rate plan & other product and services offered by us.

Customer focus strategy We should know what the customer needs and accordingly we should put forth our offer to get sales.

Special offers/Gifts for the customers All corporate rate plans should be bundled with some attractive gifts as a gesture of becoming a member of reliance group this increases word of mouth publicity. Attractive Rate plan v/s GSM Rate plan should be competitive to increase sales. Customer post-purchase Reactions We should follow up once the first bill gets generated in the billing system. We can give our customers a feeling that we care for them and they are precious to us. Customers satisfaction Customer Satisfaction should be our prime focus. Make loyal customers for Reliance/word of mouth Customers are fully satisfied with the reliance as word of mouth publicity to increase sales of the Reliance. Advertisement

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Attractive Advertisement helps us to Develop; Promote & Upgrade the product for increase the sales. Direct selling Sales person should directly meet with the corporate customers for increasing the sales. They should maintain they should review sales pipeline and the same regularly.

Direct Mail We should be sending Direct Mailers to all our corporate customers on our new Rate Plans, New Handsets available along with new pricing schemes.

Publicity in Newspaper, Magazines. Attractive advertisements in Newspapers & Magazines also promote increase in Sales Acquisitions.

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2.3 Develop the Research Plan:

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In this world of corporate Reliance Infocomm has given me an opportunity of meeting 13 Corporate Clients and have taken initiative of interacting with them and managing to put their forth needs in a detailed questioner format.

This questionnaire will give us the ratio of customers satisfied and not satisfied from our products/services.

This project will also give us a detail requirement of corporate customers and their needs and will help us to serve them better.

This Questioner is available in APPENDIX.

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2.4 Data Collection:

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This project has been a very critical project for me, hence information provided to me by customers has to be accurate. Therefore I have managed to collate this data with the help of customer application form also known as CAF. Which contains following data: 1.corporate customer name 2.Authorized person of the corporate 3.Contact No. 4.Address 5.Average telecom monthly spends. 6.No. of employees.

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SAMPLE COPY OF CAF FORM (CUSTOMER APPLICATION FORM)

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2.5 Data Analysis:

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DATA ANLYSIS OF HOW TO INCREASE SALES IN CORPORATE Q-1.Which service you are using now? COMPARISON GRAPH OF RELIANCE CORPORATE CUSTOMER

Comparison graph of Reliance corporate customer in telecom service

14 12 10 8 6 4 2 0 Hutch Airtel Reliance Tata Bpl MTNL 1 5 7 5 13 10

Telecom service provider

view: We have MTNL who has maximum 10 corporate customers against the Reliance has 13 therefore MTNL is the major competitor as compared to Reliance.

We have Tata, hutch and BPL following next with 7,5,and 5 connections.
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Reliance is doing well in FWP/T because of its attractive Rate plan structure offered to the customers.

Q-2.How many connections you have of Reliance/Other then Reliance? COMPARISON GRAPH FOR RELIANCE CORPORATE CUSTOMER REGARDING TELECOM SERVICE USAGE

Comparison graph for the Reliance Corporate Customers regarding telecom service usage
Bpl 1% Tata 2% MTNL 3% Hutch 11% Airtel 1%
Hutch Airtel Reliance Tata Bpl MTNL

Reliance 82%
view: We have Reliance leading with 82% market share as compared to TATA, bpl, hutch, Airtel and MTNL . We have Hutch capturing 11% market share followed by 3% of MTNL & 2% TATAS.
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Q-3.WHICH PRODUCT OF RELIANCE YOU ARE USING? COMPARISON GRAPH FOR RELIANCE PRODUCT

Reliance product
14 12 10 8 6 4 2 0
FW T IM FW P D CA R R D SL

13

view: We have RIM which is capturing 100% of market share followed by FWP,DATA CARD and R-connect services.

AT A

Reliance product

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Q-4. DO YOU USE R-WORLD SERVICE? R-WORLD USERS IN CORPORATE CUSTOMER OF RELIANCE

R-world users in Reliance corporate customers

No 46%

Yes Yes 54% No

view: We have 54% of customers who are using R-connect service & as per their feedback they find this service more informative and helpful.

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Q-5.WHAT IS YOUR OPINION REGARDING VALUE-ADDED SERVICE? OPINION GRAPH FOR THE VALUE-ADDED SERVICES:

Opinion Regarding value added services

POOR 38% GOOD 62%

GOOD

POOR

View: Value-added services has contributed l 62% corporate customer are happy with the value-added services offering. Solution: Reliance will introduce the friend scheme in which only one group of friends talk to each other on any mobile CDMA OR GSM mobile phones.
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Q-6.Are you interested in Up-gradation of your mobile phones? RELIANCE PHONE UP-GRADATION PERFORMANCE GRAPH

Up-gradation of Reliance phones of corporate customers

Not-Intersted 46%

Intersted 54%

Intersted Not-Intersted

View: Reliance 54% corporate customers are interested in the Upgrading their mobile phones to color mobiles.MP-3 etc. Solution:

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Reliance has potential to increase the sales by getting latest handsets and offering with attractive rate plans to their corporate clients.

Q-7. ARE YOU USING ANY OTHER PRODUCT APART FROM RELIANCE? RELIANCE CORPORATE CUSTOMER PRODUCT USAGE

Reliance corporate customer product usage

Not usage 23% Usage Not usage

Usage 77%

view: Reliance has 23% corporate customers who are satisfied with the reliance products and services.

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We have 77% percentage corporate customers who are using other service apart from Reliance .

Q-8.ARE YOU INTERSTED IN BETTER INTER-CIRCLE,INTRACIRCLE PLANS? GRAPH FOR RELIANCE INTER-CIRCLE,INTRA-CIRCLE PLANS

Reliance inter-circle,intra-circle plans

Not Intersted 31% Intersted Not Intersted Intersted 69%

view: Reliance 69% corporate customers who are interested in the inter-circle, intra-circle CUG facilities and this will upgrade our customer acquisitions

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We have 31% who are not interested in CUG facilities but are interested in other service of Reliance hence this can be connected by offering better tariffs ,gifts scheme and promote more incentives.

Q-9.ARE YOU INTERSTED IN THE ON-NET PLANS? GRAPH FOR THE RELIANCE ON-NET PLANS

Reliance on-net plans

Intersted 38% Intersted Not-intersted

Not-intersted 62%

view:

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Reliance 62% corporate customer are not interested in opting on-net plans. Solution Some attractive packages and distributing free game cds to promote the on-net plans.

Q-10. ARE YOU INTERSTED IN OFFICE-MAIL SERVICE? GRAPH FOR RELAINCE OFFICE-MAIL SERVICE

Reliance Office-mail service

Not-Intersted 46%

Intersted 54%

Intersted Not-Intersted

view:

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Reliance 54% corporate customers are interested in the officemail service. Reliance has potential to sell the office-mail service to the corporate customer who uses the R-World services.

In this service opted by the customers can only increase when we can create a monopoly by offering better rates

Q-11.ARE YOU INTERSTED IN THE UN-LIMITED SMS SCHEME? GRAPH FOR THE RELIANCE UNLIMITED SMS SCHEME

Reliance Un-limite SMS scheme

Intersted Not-intersted 46% Not-intersted

Intersted 54%

view:
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Reliance has 54% corporate customers are interested in opting the un-limited SMS schemes.

Q-12.WHAT DO YOU EXPECT FROM RELIANCE INFOCOMM? GRAPH FOR RELIANCE CORPORATE CUSTOMER EXPECTATION

Reliance corporate customer expectation

Dissatisfy 31%

satisfy 38%

satisfy slightly satisfy Dissatisfy

slightly satisfy 31%

view:
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Reliance has 70% corporate customers who are satisfied and other 30% of the customers are not satisfied.

Q-13.HOW MUCH YOU SPENT MONTHLY ON OTHER THAN RELIANCE PHONES?

Reliance corporate customer monthly spent on other than Reliance service

1400000 1200000 1000000 monthly 800000 600000 spent 400000 200000 0

OTHER than Reliance service provider

620
connections

View: Here other then Reliance total 620 connection is available in the 13 corporate which I was visited. Total monthly spend is APPROX. is Rs,13.35 lac on this connections.

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So average per connection value is RS.2100 Solution: So Reliance provider the customer service having less then Rs.2100 per one connection for the appropriate corporate customers.

2.6 STRENGTH AND WEAKNESS OF COMPANY:

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RELIANCE STRENGTH AND WEAKNESS IN SALES; Reliance strength:

25% Loyal customers(only RELIANCE connections) We have 100% Corporate Customers using RIM handsets. We have75% of the Corporate customers using FWP. We have an additional feature of Office-mail service. Reliance Inter-Circle, Intra-Circle CUG plans. Un-limited SMS schemes Reliance world-card 70% customer has satisfied with value-added services R-World very low rate compare to GPRS. Reliance Weakness: No Handset Variety available. No International Roaming available Caller Tunes facility not available.
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Rate Plans structure should be more competitive.

2.7 APPENDIX:

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Corporate sector:
1. MNC 2.Private Sector 3.Public Sector 4.Government 5.Foreign Account 6.Named Account Company name:________________________ Contact name:_________________________ Place:____________________________

1.Which service you are using now?

Reliance Tata BPL Hutch MTNL Airtel

2.How many mobile/FWP connection you have of Reliance?

___________________ ______________________

3.How many connections you have other than Reliance? 4.Which Product of Reliance you are using? FWP FWT RIM DATA-CARD DSL Other Yes No _______________________

5.Do you use R-world service? 6.What do you expect from R-world service?

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7.What is your Opinion regarding: Value added services

8.Are you interested in upgrading of your Reliance mobile phones?

Color Mobile Video-camera MP3 Fm Radio Speaker System Other

9.Are you using any other services/product apart from Reliance?

1. __________________ 2. __________________ 3. __________________

10. What is the Rate plan of other service provider?

11.Are you interested in better intercircle, intra-circle plans? If Yes:

Yes No

____________________________

12.Are you interested in On-net plans?

Yes No

If yes: _____________________________ 13.Are you interested in Office-mail service? 14.Are you interested in Reliance World-card? 15.Are you interested in Unlimited SMS scheme? Yes No Yes No Yes No

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< 1lac 1-10 lac 10-100 lac >1cror

16.How much do you spend Monthly on other than Reliance phones ?

17.What do you expect from Reliance Infocomm? ________________________

Aim of the Questions of Questioner Q.1 Which service you are using? Ans. Feedback of this question through I will know which service corporate customer are using now. Q.2 How many FWP/Mobile phone you are using? Ans. Feedback of the question through I will find out the best suited plan offer to the corporate customer based on the no. of connections of Reliance. Q.3 How many connections you have other than Reliance? Ans. Feedback of the question through I will .know the competitor position in that corporate compare to Reliance in terms of connections. Q.4 Which product of reliance you are using?

Ans. Feedback of this question through I will know which phones corporate customers are using now. . Q-5.Do you use R-World service? Ans .Feedback of this question through I will know that corporate are using the R-world service or not.
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Q-6.what do you expect from R-world? Ans. Feedback of this question through I will know corporate customer are satisfied with the R-world service or not .

Q-7.What is your opinion regarding value added service? Ans. Feedback of this question through I will know customer are happy with value added service or not. If response is not proper then some changes in the value added service should be made in the future. Q-8.Are you interested in upgrading mobile phones? Ans. Feedback of this question through I will know that any corporate customers are interested to require new model phone then I will exchange that mobiles. Q-9.Are you using any other product apart from Reliance? Ans. Feedback of this question I will know that which product of competitor is used by the corporate. Q-10.What is the rate plan of other service provider? Ans. Feedback of this question through I will know which scheme that corporate are using of competitor. Q.11.Are you interested in better intra-circle, inter-circle calls?

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Ans. Feedback of this question through I will know if the company is working in the local area then they will interested in the buying this intercircle, intra-circle phones. Q.12.Are you interested in on-net plans? Ans. Feedback of this question through I will know how many interested in the on-net connections with the telephone connections.

Q-13.Are you interested in Office mail service? Ans. Feedback of this question through I will know how many corporate customers use the office-mail and how much require to buy in the future. Q-14.Are you interested in un-limited SMS scheme? Ans. Feedback of this question through I will know how many corporate customers are interested in buying the un-limited SMS schemes. Q-15.How do you allocate phones to your employee? Ans .Feedback of this question through I will know phones network follow by the corporate customers.

Q-16.How much do you monthly spend on the reliance phones? Ans. Feedback of this question through I will know phone usage of the corporate and this will help me to make the right decisions. Q-17.How much do you monthly spend on other than the reliance phones?

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Ans. Feedback of this question through I will know phone usage of the corporate of the competitor phones and through this data I will make best offer to the corporate to buy the reliance phone. Q-18.What do you expect from Reliance infocomm? Ans. Feedback of this question through I will know what is actually corporate require from reliance infocomm. And Positive and negative points of reliance.

THANK - YOU

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