SUMMER TRAINING PROJECT

REPORT
Submitted in partial fulfillment of Master of Business Administration

Session- 2017-2018

[Topic]_____________________________
___
___________________________________
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Company Guide Submitted By:

[Guide Name] [Student Name]

[Designation] [Roll Number]

Internal Guide

[Guide Name]

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DECLARATION

I hereby declare that this submission is my own work. It contains no material previously

published or written by another person, nor has this material to a substantial extent been

accepted for the award of any other degree or diploma of the university or other institute

of higher learning.

JAYANTI SRIVASTAVA

1616470021

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ACKNOWLEDGMENT

Research Project Report is the one of the important part of MBA program, which

has helped me to gain a lot of experience, which will be beneficial in my succeeding

career.

For this with an ineffable sense of gratitude I take this opportunity to express my

deep sense of indebtedness and gratitude to Dr. K.T.V. Reddy, Director PSIT, and Dr.

A.K. Tiwari, Professor and Head of Business Administration Department, for their

encouragement, support and guidance in carrying out the project.

I am very much thankful to, my Project Guide Miss Pallavi Chaturvedi, [Assist.

professor] for their interest, constructive criticism, persistent encouragement and untiring

Guidance throughout the development of the project. It has been my great privilege to

work under his/her inspiring guidance.

I am also thankful to my parents and my friends for their indelible co-operation for

achieving the goal of this study.

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EXECUTIVE SUMMARY

My internship at TATA TELESERVICES, NEW DELHI was a great exposure to the

industry. After going through my summer training, I had a firsthand experience of how an

industry as well as HR department functions.

INTRODUCTION OF PROJECT

This project is about the Employee Satisfaction in Tata Teleservices LTD. Employee

satisfaction is a factor in employee motivation ,employee goal achievement , and positive

employee morale in the workplace.

A STUDY ON EMPLOYEE SATISFACTION

The title of the project is EMPLOYEE SATISFACTION in Tata Teleservices Ltd. As

the name indicates it is the study of SATISFACTION LEVEL OF EMPLOYEE in an

organization.

ORGANISATION

Telecommunication is a medium through which one can contact with the people who is

very far from them within the seconds with the dial of the number on the telephone or the

mobile.

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Telecommunication gap can delay a lot of work and can limit the speed of the people.

Hence it plays a vital role in our day to day life. Our todays life cannot be imagined

without the communication together with the food, shelter and clothes. Today most of us

have a different identity rather than their name that is the mobile number of individuals.

Due the competition and the regulation of the Telecom Regulatory Authority in India,

telecommunication has become so cheaper that most of the people can easily avail the

facility.

Tata indicom is also one of the market leaders in the telecom industry service with its

CDMA technology with low congested network. More ever Tata Docomo was the first

telecom company to introduce per second plan giving the customer a freedom to pay as

you talk. It also provides the net connectivity at the broad band speed with its Tata Photon

and Tata Plus device to the person and the organization.

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited,

serves over 58 million customers in more than 410,000 towns and villages across the

country, with a bouquet of telephony services encompassing mobile services, wireless

desktop phones, Public Booth Telephony and Wireline Services. Other services include

value-added services like Voice Portal, Roaming, Post-paid Internet Services, Three-way

onferencing, Group Calling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card

Services and Enterprise Services. Some of the other products launched by the company

include Pre-paid Wireless

Desktop Phones, Public Phone Booths, Mobile Handsets and Voice & Data Services such

as BREW Games, Voice Portal, Picture messaging, Polyphonic Ring Tones, and

Interactive Applications like news, cricket, astrology, etc.

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CONTENTS

1 CHAPTER 1 1-30

1.1 1

1.2 3

1.3 6

1.4

13

2 CHAPTER 2 31-60

3 CHAPTER 3 61-90

4 CHAPTER 4 91-130

5. CHAPTER 5 131-140

Notes:

1. All pages numbered. Number should be at bottom right of the page.

2. No Header and Footer.

3. Dont use multi-colour in graph or chart unnecessarily.

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 List of Tables:

Table No. Title Page No.

1 No. of employees in Organization XYZ 94

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 List of Figures:

Figure No. Title Page

No.

1 Sales figure of XYZ organization for 2012-13 98

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 List of Abbreviations:

S No. Abbreviated Name Full Name

1 CRM Customer Relationship Management

2 EPS Earnings Per Share

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 CHAPTER -1
INTRODUCTION

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1.1 INTRODUCTION OF THE SECTOR
India's telecommunication network is the second largest in the world by number of

telephone users (both fixed and mobile phone) with 1.053 billion subscribers as on 31

August 2016. It has one of the lowest call tariffs in the world enabled by mega telecom

operators and hyper-competition among them. India has the world's second-largest

Internet user-base. As on 31 March 2016, there were 342.65 million internet subscribers

in the country.

Major sectors of the Indian telecommunication industry are telephone, internet and

television broadcast Industry in the country which is in an ongoing process of

transforming into next generation network, employs an extensive system of modern

network elements such as digital telephone exchanges, mobile switching centres, media

gateways and signalling gateways at the core, interconnected by a wide variety of

transmission systems using fibre-optics or Microwave radio relay networks. The access

network, which connects the subscriber to the core, is highly diversified with different

copper-pair, optic-fibre and wireless technologies. DTH, a relatively new broadcasting

technology has attained significant popularity in the Television segment. The introduction

of private FM has given a fillip to the radio broadcasting in India. Telecommunication in

India has greatly been supported by the INSAT system of the country, one of the largest

domestic satellite systems in the world. India possesses a diversified communications

system, which links all parts of the country by telephone, Internet, radio, television and

satellite.[8]

Indian telecom industry underwent a high pace of market liberalisation and growth since

the 1990s and now has become the world's most competitive and one of the fastest

growing telecom markets. The Industry has grown over twenty times in just ten years,

from under 37 million subscribers in the year 2001 to over 846 million subscribers in the

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year 2011.[11] India has the world's second-largest mobile phone user base with over

929.37 million users as of May 2012. It has the world's second-largest Internet user-base

with over 300 million as of June 2015.

Telecommunication has supported the socioeconomic development of India and has

played a significant role to narrow down the rural-urban digital divide to some extent. It

also has helped to increase the transparency of governance with the introduction of e-

governance in India. The government has pragmatically used modern telecommunication

facilities to deliver mass education programmes for the rural folk of India.

According to London-based telecom trade body GSMA, the telecom sector accounted for

6.5% of India's GDP in 2015, or about 9 lakh crore (US$140 billion), and supported

direct employment for 2.2 million people in the country. GSMA estimates that the Indian

telecom sector will contribute 14.5 lakh crore (US$230 billion) to the economy and

support 3 million direct jobs and 2 million indirect jobs by 2020.

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1.2 Industry Profile

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 CHAPTER 2

COMPANY PROFILE

2.1 ORIGIN OF THE ORGANIZATION (Tata Teleservices LTD)

TATA Teleservices spearheads the Groups presence in the telecom sector.Incorporated

in 1996, TATA Teleservices was the first to launch CDMA mobile services in India with

the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed

TATA Teleservices (Maharashtra) Limited] in December 2002 the company swung into

an expansion mode. With the total Investment of Rs 19,924 Crore, TATA Teleservices

has created a Pan India presence spread across 20 circles that includes Andhra Pradesh,

Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,

Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), N.C.R.,

Kolkata,

Madhya Pradesh, West Bengal and Jharkhand . Having pioneered the CDMA 1X

technology platform in India, TATA Teleservices has established a robust and reliable 3G

ready telecom infrastructure that ensures quality in its services. It has partnered with

Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable,

technologically advanced network.

The company, which heralded convergence technologies in the Indian telecom sector, is

oday the market leader in the fixed wireless telephony market with a total customer base

of over 3.5 million

TATA Teleservices bouquet of telephony services includes Mobile services, Wireless

Desktop Phones, Public Booth Telephony and Wireline services. Other services include

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value added services like voice portal, roaming, post-paid Internet services, 3-way

conferencing, group calling, Wi-Fi Internet, USB Modem, data cards, calling card

services and enterprise services.

Some of the other products launched by the company include prepaid wireless desktop

phones, public phone booths, new mobile handsets and new voice & 25

data services such as BREW games, Voice Portal, picture messaging, polyphonic ring

tones, interactive applications like news, cricket, astrology, etc.

TATA Indicom redefined the existing prepaid mobile market in India, by unveiling their

ffering . TATA Indicom .Non Stop Mobile. which allows customers to receive free

incoming calls. TATA Teleservices today has Indias largest branded telecom retail chain

and is the first service provider in the country to offer an online channel TATA

Teleservices has a strong workforce of 6000. In addition, TTSL has created more than

20,000 jobs, which will include 10,000 indirect jobs through outsourcing of its manpower

needs.

Today, TATA Teleservices Limited along with TATA Teleservices (Maharashtra)

Limited serves over 70 million customers in more than 450,000 towns. With an ambitious

rollout plan both within existing circles and across new circles, TATA Teleservices offers

worldclass technology and user-friendly services in 20 circles.

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Tata Teleservices Limited spearheads the Tata Group's presence in the telecom sector.

The Tata Group had revenues of around US $75 billion in financial year 2008-09, and

includes over 90 companies, over 350,000 employees worldwide and more than 3.5

million shareholders.

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x

technology platform in India. It has embarked on a growth path since the acquisition of

Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the

Tata Group in 2002. It launched mobile operations in January 2005 under the brand Tata

Indicom and today enjoys

a pan-India presence through existing operations in all of India's 22 telecom Circles. The

company is also the market leader in the fixed wireless telephony market with its brand

walky. The company has recently introduced the brand Photon to provide a variety of

options for wireless mobile broadband access. The company's network has been rated as

the 'Least Congested' in India for last five consecutive quarters by the Telecom

Regulatory Authority of India through independent surveys. Tata Teleservices Limited

now also has a presence in the GSM space, through its joint venture with NTT DOCOMO

of Japan, and offers differentiated products and services under the TATA DOCOMO

brand name. TATA DOCOMO arises out of the Tata Group's strategic alliance with

Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has

received a pan-India license to operate GSM telecom services-and has also been allotted

spectrum in 18 telecom Circles. The company has rolled out GSM services in 14 of

India's 22 telecom Circles in a quick span of under six months. The company plans to

launch pan-India operations by the end of FY 2009-10.

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited,

serves over 58 million customers in more than 410,000 towns and villages across the

16
country, with a bouquet of telephony services encompassing mobile services, wireless

desktop phones, Public Booth Telephony and Wireline Services. Other services include

value-added services like Voice Portal, Roaming, Post-paid Internet Services, Three-way

Conferencing, Group Calling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card

Services and Enterprise Services. Some of the other products launched by the company

include Pre-paid Wireless

Desktop Phones, Public Phone Booths, Mobile Handsets and Voice & Data Services such

as BREW Games, Voice Portal, Picture Messaging, Polyphonic Ring Tones, and

Interactive Applications like news, cricket, astrology, etc.

In December 2008, Tata Teleservices Limited announced a unique reverse equity swap

strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services

Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kicking

off operations in early 2009 with 18,000 towers, thereby becoming the largest

independent entity in this space-and with the highest tenancy ratios in the industry. The

WTTILQuippo combine is targeting over 50,000 towers by the end of FY 2010-11.

Tata Teleservices Limited spearheads the Tata Group's presence in the telecom sector.

The Tata Group had revenues of around US $62.5 bn in Financial Year 2007-08, and

includes over 90 companies, around 350,000 employees worldwide and more than 3.2

million shareholders.

Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology

platform in India. It has embarked on a growth path since the acquisition of Hughes

Telecom (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata

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Group in 2002. It launched mobile operations in January 2005 and today enjoys a pan-

India presence through existing operations in all of India's 22 telecom Circles. The

company is also the market leader in the fixed wireless telephony market. The company's

network has been rated as the 'Least Congested' in India for last four consecutive quarters

by the Telecom Regulatory Authority of India through independent surveys.

In December 2008, Tata Teleservices announced a unique reverse equity swap strategic

agreement between its fully-owned telecom tower subsidiary, Wireless TT Info-Services

Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kicking

off operations with 18,000 towers, thereby becoming the largest independent entity in this

space. Tata Teleservices' bouquet of telephony services includes mobile services, wireless

desktop phones, public booth telephony and wireline services.

Tata Teleservices Limited now also has a presence in the GSM space, through its joint

venture with NTT DOCOMO of Japan, and offers differentiated products and services

under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata

Group's strategic alliance with Japanese telecom major NTT DOCOMO in November

2008. TATA DOCOMO has received a pan-India license to operate GSM telecom

services-and has also been allotted spectrum in telecom Circles and will roll out its

services shortly, starting with South India.

TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it

stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one

of the world's leading mobile operators-in the Japanese market, the company is the clear

market leader, used by over 50 per cent of the country's mobile phone users.

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TATA DOCOMO is Tata Teleservices Limited's (TTSL) telecom service on the GSM

platform-arising out of the Tata Group's strategic alliance with Japanese telecom major

NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license to

operate GSM telecom services, under the brand TATA DOCOMO and has also been

allotted spectrum in 18 telecom Circles. TTSL and has already rolled out its services in

various circles. The launch of the TATA DOCOMO brand marks a significant milestone

in the

Indian telecom landscape, as it stands to redefine the very face of telecoms in India.

Tokyo-based NTT DOCOMO is one of the world's leading mobile operators-in the

Japanese market, the company is clearly the preferred mobile phone service provider in

Japan with a 50 per cent market share.

NTT DOCOMO has played a major role in the evolution of mobile telecommunications

through its development of cutting-edge technologies and services. Over the years,

technologists at DOCOMO have defined industry benchmarks like 3G technologies, as

also products and services like the imodeTM, mobile payment and a plethora of lifestyle-

enhancing applications. Today, while most of the rest of the industry is only beginning to

talk of LTE technology and its possible applications, DOCOMO has already started

conducting LTE trials in physical geographies, not just inside laboratories!

DOCOMO is also a global leader in the VAS (Value-Added Services) space,

both in terms of services and handset designs, particularly integrating services at the

platform stage. The Tata Group-NTT DOCOMO partnership will see offerings such as

these being introduced in the Indian market under the TATA DOCOMO brand.

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TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee,

comprising of senior personnel from both companies. The committee is responsible for

the identification of key areas where the two companies will work together. DOCOMO,

the world's leading mobile operator, will work closely with the Tata Teleservices Limited

management and provide know-how on helping the company develop its GSM business.

Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already established

its presence and is the fastest-growing pan-India operator. UK based mobile company,

virgin mobile forming a 50:50 JV with Tata TeleServices (TTSL). The JV will be more

towards adding Value Added Services and handsets targeting youth, which comprises

50% of Indian mobile market, rather than owning the network. This implies that Tata

Indicom would be a mass market brand, while Virgin would become a premium brand.

However, there may be a conflict of interest

as Essar already has a partnership with Virgin for opening mobile shops The

Mobile Store throughout India.We doubt whether Tata would be able to fully leverage

on its partner strength, as it has more to do with a brand rather than actual improvement

in product offering. Tata also needs to merge all its telecom subsidiaries to derive a

proper valuation and then offer a stake to raise funds In the CDMA space, Tata

Teleservices is a laggard as compared to Reliance Communications, but given Virgins

expertise in CDMA space in USA and South Africa, it will definitely benefit from the JV

and expand its Indicom brand.

Tata may also have a long term goal plan as given Tatas appetite to go global, these two

companies may start their services in other countries too by acquiring stake of new

operators or starting their own just as Airtel and Vodafone have done in Ireland.

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Venture Itch adds that Tatas has a scattered and multiple telecom businesses depriving it

of providing a bundled offering. Tatas already have a partnership with UK based Sky

Corp for its DTH business and may want to use the media and telecom business in close

sync. The article also adds that Tatas, instead of following the trend of outsourcing

network services has decided to do the same on its own

History

The beginning

Telecommunications in India began with the introduction of the telegraph. The Indian

postal and telecom sectors are one of the worlds oldest. In 1850, the first experimental

electric telegraph line was started between Calcutta and Diamond Harbour. In 1851, it

was opened for the use of the British East India Company. The Posts and Telegraphs

department occupied a small corner of the Public Works Department at that time.

The construction of 4,000 miles (6,400 km) of telegraph lines was started in November

1853. These connected Kolkata (then Calcutta) and Peshawar in the

north; Agra, Mumbai (then Bombay) through Sindwa Ghats, and Chennai (then Madras)

in the south; Ootacamund and Bangalore. William O'Shaughnessy, who pioneered

the telegraph and telephone in India, belonged to the Public Works Department, and

worked towards the development of telecom throughout this period. A separate

department was opened in 1854 when telegraph facilities were opened to the public.

In 1880, two telephone companies namely The Oriental Telephone Company Ltd. and

The Anglo-Indian Telephone Company Ltd. approached the Government of India to

establish telephone exchange in India. The permission was refused on the grounds that

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the establishment of telephones was a Government monopoly and that the Government

itself would undertake the work. In 1881, the Government later reversed its earlier

decision and a licence was granted to the Oriental Telephone Company Limited of

England for opening telephone exchanges

at Calcutta, Bombay, Madras and Ahmedabad and the first formal telephone service was

established in the country.On 28 January 1882, Major E. Baring, Member of

the Governor General of India's Council declared open the Telephone Exchanges in

Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange"

had a total of 93 subscribers in its early stage. Later that year, Bombay also witnessed the

opening of a telephone exchange.

Further developments and milestones

Pre-1902 Cable telegraph

1902 First wireless telegraph station established between Sagar Island and

Sandhead.

1907 First Central Battery of telephones introduced in Kanpur.

19131914 First Automatic Exchange installed in Shimla.

1927 Radio-telegraph system between the UK and India, with Imperial Wireless

Chain beam stations at Khadki and Daund. Inaugurated by Lord Irwin on 23 July by

exchanging greetings with King George V.

1933 Radiotelephone system inaugurated between the UK and India.

1953 12 channel carrier system introduced.

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 1960 First subscriber trunk dialling route commissioned between Lucknow and

Kanpur.

1975 First PCM system commissioned between Mumbai City and Andheri

telephone exchanges.

1976 First digital microwave junction.

1979 First optical fibre system for local junction commissioned at Pune.

1980 First satellite earth station for domestic communications established at

Sikandarabad, U.P..

1983 First analogue Stored Programme Control exchange for trunk lines

commissioned at Mumbai.

1984 C-DOT established for indigenous development and production of digital

exchanges.

1995 First mobile telephone service started on non-commercial basis on 15

August 1995 in Delhi.

1995 Internet Introduced in India starting with Laxmi Nagar, Delhi 15 August

1995

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Development of Broadcasting: Radio broadcasting was initiated in 1927 but became

state responsibility only in 1930. In 1937 it was given the name All India Radio and since

1957 it has been called Akashvani. Limited duration of television programming began in

1959, and complete broadcasting followed in 1965. The Ministry of Information and

Broadcasting owned and maintained the audio-visual apparatusincluding the television

channel Doordarshanin the country prior to the economic reforms of 1991. In 1997, an

autonomous body was established in the name of Prasar Bharti to take care of the public

service broadcasting under the Prasar Bharti Act. All India Radio and Doordarshan,

which earlier were working as media units under the Ministry of I&B became

constituents of the body.

Pre-liberalisation statistics: While all the major cities and towns in the country were

linked with telephones during the British period, the total number of telephones in 1948

numbered only around 80,000. Post-independence, growth remained slow because the

telephone was seen more as a status symbol rather than being an instrument of utility. The

number of telephones grew leisurely to 980,000 in 1971, 2.15 million in 1981 and 5.07

million in 1991, the year economic reforms were initiated in the country.

Liberalisation and privatisation

Liberalisation of Indian telecommunication in industry started in 1981 when Prime

Minister Indira Gandhi signed contracts with Alcatel CIT of France to merge with the

state owned Telecom Company (ITI), in an effort to set up 5,000,000 lines per year. But

soon the policy was let down because of political opposition. Attempts to liberalise the

telecommunication industry were continued by the following government under the

prime-minister-ship of Rajiv Gandhi. He invited Sam Pitroda, a US-based Non-resident

Indian NRI and a former Rockwell International executive to set up a Centre for

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Development of Telematics (C-DOT) which manufactured electronic telephone

exchanges in India for the first time. Sam Pitroda had a significant role as a consultant

and adviser in the development of telecommunication in India.

In 1985, the Department of Telecom (DoT) was separated from Indian Post &

Telecommunication Department. DoT was responsible for telecom services in entire

country until 1986 when Mahanagar Telephone Nigam Limited (MTNL) and Videsh

Sanchar Nigam Limited (VSNL) were carved out of DoT to run the telecom services of

metro cities (Delhi and Mumbai) and international long distance operations respectively.

The demand for telephones was ever increasing and in the 1990s Indian government was

under increasing pressure to open up the telecom sector for private investment as a part

of Liberalisation-Privatisation-Globalisation policies that the government had to accept to

overcome the severe fiscal crisis and resultant balance of payments issue in 1991.

Consequently, private investment in the sector of Value Added Services (VAS) was

allowed and cellular telecom sector were opened up for competition from private

investments. It was during this period that the Narsimha Rao-led government introduced

the National Telecommunications policy (NTP) in 1994 which brought changes in the

following areas: ownership, service and regulation of telecommunications infrastructure.

The policy introduced the concept of telecommunication for all and its vision was to

expand the telecommunication facilities to all the villages in India. Liberalisation in the

basic telecom sector was also envisaged in this policy. They were also successful in

establishing joint ventures between state owned telecom companies and international

players. Foreign firms were eligible to 49% of the total stake. The multi-nationals were

just involved in technology transfer, and not policy making.

During this period, the World Bank and ITU had advised the Indian Government to

liberalise long distance services to release the monopoly of the state owned DoT and

25
VSNL and to enable competition in the long distance carrier business which would help

reduce tariff's and better the economy of the country. The Rao run government instead

liberalised the local services, taking the opposite political parties into confidence and

assuring foreign involvement in the long distance business after 5 years. The country was

divided into 20 telecommunication circles for basic telephony and 18 circles for mobile

services. These circles were divided into category A, B and C depending on the value of

the revenue in each circle. The government threw open the bids to one private company

per circle along with government owned DoT per circle. For cellular service two service

providers were allowed per circle and a 15 years licence was given to each provider.

During all these improvements, the government did face oppositions from ITI, DoT,

MTNL, VSNL and other labour unions, but they managed to keep away from all the

hurdles.

In 1997, the government set up TRAI (Telecom Regulatory Authority of India) which

reduced the interference of Government in deciding tariffs and policy making. The

political powers changed in 1999 and the new government under the leadership of Atal

Bihari Vajpayee was more pro-reforms and introduced better liberalisation policies. In

2000, the Vajpayee government constituted the Telecom Disputes Settlement and

Appellate Tribunal (TDSAT) through an amendment of the TRAI Act, 1997. The primary

objective of TDSAT's establishment was to release TRAI from adjudicatory and dispute

settlement functions in order to strengthen the regulatory framework. Any dispute

involving parties like licensor, licensee, service provider and consumers are resolved by

TDSAT. Moreover, any direction, order or decision of TRAI can be challenged by

appealing in TDSAT. The government corporatised the operations wing of DoT on 1

October 2000 and named it as Department of Telecommunication Services (DTS) which

was later named as Bharat Sanchar Nigam Limited (BSNL). The proposal of raising the

26
stake of foreign investors from 49% to 74% was rejected by the opposite political parties

and leftist thinkers. Domestic business groups wanted the government to privatise VSNL.

Finally in April 2002, the government decided to cut its stake of 53% to 26% in VSNL

and to throw it open for sale to private enterprises. TATA finally took 25% stake in

VSNL.

This was a gateway to many foreign investors to get entry into the Indian Telecom

Markets. After March 2000, the government became more liberal in making policies and

issuing licences to private operators. The government further reduced licence fees

for cellular service providers and increased the allowable stake to 74% for foreign

companies. Because of all these factors, the service fees finally reduced and the call costs

were cut greatly enabling every common middle-class family in India to afford a cell

phone. Nearly 32 million handsets were sold in India. The data reveals the real potential

for growth of the Indian mobile market. Many private operators, such as Reliance

Communications, Jio, Tata Indicom, Vodafone, Loop Mobile, Airtel, Idea etc.,

successfully entered the high potential Indian telecom market.

In March 2008 the total GSM and CDMA mobile subscriber base in the country was 375

million, which represented a nearly 50% growth when compared with previous year. As

the unbranded Chinese cell phones which do not have International Mobile Equipment

Identity (IMEI) numbers pose a serious security risk to the country, Mobile network

operators therefore suspended the usage of around 30 million mobile phones (about 8% of

all mobiles in the country) by 30 April. Phones without valid IMEI cannot be connected

to cellular operators. 56 years the average monthly subscribers additions were around

0.05 to 0.1 million only and the total mobile subscribers base in December 2002 stood at

10.5 million. However, after a number of proactive initiatives taken by regulators and

27
licensors, the total number of mobile subscribers has increased rapidly to over 929

million subscribers as of May 2012.

India has opted for the use of both the GSM (global system for mobile communications)

and CDMA (code-division multiple access) technologies in the mobile sector. In addition

to landline and mobile phones, some of the companies also provide the WLL service. The

mobile tariffs in India have also become the lowest in the world. A new mobile

connection can be activated with a monthly commitment of US$0.15 only. In 2005 alone

additions increased to around 2 million per month in 200304 and 200405.

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VISION & MISSION

To improve the quality of life of the communities we serve globally through long-term

stakeholder value creation based on Leadership with Trust.

Core Purpose

"LEADERSHIP THAT INSPIRES"

Vision

For over 100 years, the Tata group has been led by visionaries who have stayed true to

the vision of the founder, Jamsetji Tata

31
Culture & Values

Values

The TATA name has consistently stood for integrity, values, ethics, trust and quality.

Tatas values serve as the foundation of our culture and brand, and ensure

accomplishment of their mission- To improve the quality of life of the communities

we serve globally through long-term stakeholder value creation based on Leadership

with Trust.

In everything Tata never waver from their ethics and code of conduct. The Tata Code

of Conduct represents the values and core principles that guide the conduct of every

Tata business.

Tata Code of Conduct

In line with Tata Group of attaining Leadership with Trust, TTL has institutionalized Tata

Code of Conduct (TCoC) guiding principles, which defines commitment on ethical

behaviour.

As per the TCoC, the organization is committed towards anti-corruption and prevention

of bribery and directs to comply with all environmental legal requirements. A Tata

company and its employees shall neither receive nor offer or make, directly or indirectly,

any illegal payments, remuneration, gifts, donations or comparable benefits that are

intended, or perceived, to obtain uncompetitive favours for the conduct of its business.

The company shall cooperate with governmental authorities in efforts to eliminate all

forms of bribery, fraud and corruption.

32
The clause is part of all the agreements with vendors, suppliers and partners and governs

all business transactions and security personnel. The TCoC Grievance Redressal

Mechanism and Local Ethics counsellors address raised issues. The revised TCoC was

released on 29th July 2015 and disseminated to all stakeholders.

Culture

Tata has embraced a culture that promotes diversity and inclusivity; and promise

openness, transparency and meritocracy in all our dealings.

They have deliberate focus on driving people excellence and building capabilities. It is

their aim to foster a culture of innovation wherein the employees feel excited and

motivated to share their creative ideas and convert them business for the organisation. .

They have an unwavering commitment towards employee safety, wellbeing and

engagement. Above all, they believe in building fun filled culture that boasts of positive

energy and vibrant environment.

33
BOARD OF DIRECTORS

Mr. Srinath Narasimhan, Managing Director

Mr. Ishaat Hussain Director

Ms. Bharati RaoIndependent, Director

Ms. Vibha Paul Rishi, Independent Director

34
 Dr. Narendra Jadhav, Independent Director

Dr. Gopichand (Gopi) Katragadda, Director

Mr. Hidetada Hayashi, Director

Mr. Katsuyuki Takagi, Director

Mr. Saurabh Agrawal, Director

35
BOARD OF DIRECTORS, MEETINGS AND ITS COMMITTEES

As on March 31, 2016, the Board of Directors comprised of 9 (Nine) Directors. Of the 9

(Nine) Directors, 8 (Eight) (i.e. 88.88%) are Non-Executive Directors and 1 (One)

Managing Director. The Non-Executive Directors include 1 (One) Chairman and 3

(Three) Independent Directors.

The composition of the Board is in conformity with the provisions of the Act and other

applicable provisions. All the Independent Directors have given declarations that they

meet the criteria of independence as laid down under Section 149(6) of the Act.

Appointment(s)

The Board of Directors, on recommendation of the Nomination and Remuneration

Committee had approved the appointment of Mr. Hidetada Hayashi and Dr. Gopichand

Katragadda as Additional Directors of the Company with effect from August 26, 2015. th

Mr. Hidetada Hayashi and Dr. Gopichand Katragadda, being Additional Directors, were

appointed as Directors in 20 Annual General Meeting of the Company.

Resignation(s)

Mr. Kazuto Tsubouchi and Mr. Ravi Lambah Non-Executive Directors of the Company,

resigned from the Board of the Company with effect from the close of business hours on

August 7, 2015. The Board places on record its appreciation for the contributions made

by Mr. Kazuto Tsubouchi and Mr. Ravi Lambah during their respective tenure.

36
Directors retiring by rotation

In accordance with the provisions of Section 152 of the Act and in terms of the Articles of

Association of the Company, 1/3 of such Directors for the time being liable to retire by

rotation i.e. 2 (Two) will be retiring by rotation at the ensuing AGM. The relevant details

of st the Directors liable to retire by rotation shall form part of the Notice convening 21

AGM.

37
PRODUCT PROFILE OF TATA INDICOM
TATA Indicom has three services Dial up internet, mobile connection, landline
connection.

Different Business Units in TATA Indicom as operational activities

HNI
BRBU
EBS
CMBU

HNI (High Networth individuals)

HNI network is used for selling only postpaid ,prepaid product of TATA Indicom like

data cards, walky talky, mobile phones. It provides after sales service also.

38
EBS (Enterprise Business Service)

The Enterprise Business Service function drives business growth & customer centricity

by providing telecom related solutions to Corporate Entities. The EBS function also

undertakes customer relationship management and retention along with revenue

enhancement and channel management.

BRBU (Branded Retail Business Unit)

The Branded Retail Business Unit looks after the retail chain of the TATA Indicom

Exclusive stores. Branded retail has a national presence with over 3100 outlets

comprising of 600 TTSL (Company) owned stores and more than 2500 stores in the

Franchisee format Branded Retail outlets have become the touch points for its customers

in more than top 1000 towns in India.

CMBU (Consumer Market Business Unit)

The Consumer Market Business Unit (CMBU) deals with the large and dynamic pre-paid

segment of the telecom sector. CMBU has always offered to its customers with

innovative offers like Non Stop Mobile (Lifetime Validity) attractive bundled packages

(handsets + connections), cheapest tariff plans.

SWOT Analysis of Tata Teleservices with USP, Competition, STP (Segmentation,

Targeting, Positioning) - Marketing Analysis

39
Tata Teleservices Ltd

Parent Company Tata

Category Mobile service provider

Sector Telecommunication

Tagline/ Slogans Business Without Limits

USP Multitasking functions and schemes

STP

Segment Professionals

Target Group Business professionals (Internet and mobile users) who are

on the move

Positioning Big daddy of mobile phones meets the mother of all

laptops

SWOT Analysis

Strengths 1.Flexible plans

2.Good advertising

3.High brand visibility

40
 4.Celebrity brand ambassadors

5.Ability to attract customers with various plans

6.Good command in the internet market

Weaknesses 1.Price competition from BSNL and MTNL

2.Untapped Rural Market

Opportunities 1.Fast expanding cellular market

2.Latest and low cost technology

3.Untapped rural market

4.Value added services

Threats 1.Competitors low price offering

2. Saturation point in Basic telephony service

3.Mobile Number Portability

Competition

Competitors 1.Reliance

2.Idea

3.Vodafone

4.Tata Docomo

5.Aircel

6.MTNL

7.BSNL

8.Uninor

41
9.Airtel

42
43
GROWTH AND DEVELOPMENT OF THE ORGANISATION
Company announces integrated technology-agnostic business approach

Company migrates all Tata Indicom customers to Tata DOCOMO

Evolved strategy built on belief that phones are not just for talking

Products and services available through a single, strong retail network

To upgrade strong CDMA network to unlock next level of data usage

Launches Photon Max on RevB, with spectrum dedicated to data

New Delhi: Tata Teleservices (TTSL) has adopted a future-facing strategic approach to

ring in the next growth wave in the company, unveiling an integrated technology-agnostic

structure to leverage emerging market opportunities. The company will leverage its wide

range of products and services and reach out to customers with one common brand

Tata DOCOMO cutting across the CDMA and GSM platforms. With this move, brand

Tata DOCOMO now moves into the CDMA space, and all Tata Indicom customers shall

be migrated to Tata DOCOMO from tomorrow.

Tata DOCOMO believes that phones are not just for talking and the new strategic

approach will bring in the full might of TTSLs telecom experience to customers through

an elevation in the promise from 'only telecom' to seamless access, relevant content and

differentiated solutions. The companys new portfolio of products, applications and

solutions will allow consumers to access cutting-edge voice and data services, enjoy

content of their choice, and avail of a host of solutions, ranging from mere conveniences

to life- and lifestyle-assistance services.

44
Organizational Structure

45
46
PRODUCT AND SERVICE PROFILE

Telephony

The telephony segment is dominated by private-sector and two state-run businesses. Most

companies were formed by a recent revolution and restructuring launched within a

decade, directed by Ministry of Communications and IT, Department of

Telecommunications and Minister of Finance. Since then, most companies

gained 2G, 3G and 4G licences and engaged fixed-line, mobile and internet business in

India. On landlines, intra-circle calls are considered local calls while inter-circle are

considered long distance calls. Foreign Direct Investment policy which increased the

foreign ownership cap from 49% to 74%.Now it is 100%. The Government is working to

integrate the whole country in one telecom circle. For long distance calls, the area code

prefixed with a zero is dialled first which is then followed by the number (i.e., to

call Delhi, 011 would be dialled first followed by the phone number). For international

calls, "00" must be dialled first followed by the country code, area code and local phone

number. The country code for India is 91. Several international fibre-optic links include

those to Japan, South Korea, Hong Kong, Russia, and Germany. Some major telecom

operators in India include Airtel, Vodafone, Idea, Aircel, BSNL, MTNL, Reliance

Communications, TATA Teleservices, Infotel, MTS, Uninor, TATA DoCoMo,

Videocon, Augere, Tikona Digital.

Landline

Hitherto the New Telecom Policy was announced in 1999, only the Government-

owned BSNL and MTNL were allowed to provide land-line phone services

through copper wire in India with MTNL operating

47
in Delhi and Mumbai and BSNL servicing all other areas of the country. Due to the rapid

growth of the cellular phone industry in India, landlines are facing stiff competition from

cellular operators. This has forced land-line service providers to become more efficient

and improve their quality of service. Land-line connections are now also available on

demand, even in high density urban areas. India has over 31 million main line customers.

Mobile telephony

In August 1995, then Chief Minister of West Bengal, Jyoti Basu made the first mobile

phone call in India to then Union Telecom Minister Sukhram. Sixteen years later 4th

generation services were launched in Kolkata.

With a subscriber base of more than 929 million, the Mobile telecommunications system

in India is the second largest in the world and it was thrown open to private players in the

1990s. GSM was comfortably maintaining its position as the dominant mobile technology

with 80% of the mobile subscriber market, but CDMA seemed to have stabilised its

market share at 20% for the time being. By May 2012 the country had 929 million mobile

subscribers, up from 350 million just 40 months earlier. The mobile market was

continuing to expand at an annual rate in excess of 40% coming into 2010.

The country is divided into multiple zones, called circles (roughly along state

boundaries). Government and several private players run local and long distance

telephone services. Competition has caused prices to drop and calls across India are one

of the cheapest in the world. The rates are supposed to go down further with new

measures to be taken by the Information Ministry. Call drop fine: Telcos warn of raising

tariff. In September 2004, the number of mobile phone connections crossed the number of

fixed-line connections and presently dwarfs the wireline segment by a ratio of around

48
20:1. The mobile subscriber base has grown by a factor of over a hundred and thirty, from

5 million subscribers in 2001 to over 929 million subscribers as of May 2012. India

primarily follows the GSM mobile system, in the 900 MHz band. Recent operators also

operate in the 1800 MHz band. The dominant players are Airtel, Reliance

Infocomm, Vodafone, Idea cellular and BSNL/MTNL. There are many smaller players,

with operations in only a few states. International roaming agreements exist between most

operators and many foreign carriers. The government allowed Mobile number

portability (MNP) which enables mobile telephone users to retain their mobile telephone

numbers when changing from one mobile network operator to another.

49
 CHAPTER 3

Research Problem: - To understand the factors to low rate of satisfaction level of

employee in the organization.

INTRODUCTION OF EMPLOYEE SATISFACTION

Satisfaction refers to the level of fulfillment of ones needs, wants and desire.

Satisfaction depends basically upon what an individual wants from the world, and what

he gets. Employee satisfaction is a measure of how happy workers are with their job and

working environment. It is sure that there may be many factors affecting the

organizational effectiveness and one of them is the employee satisfaction

Employees are more loyal and productive when they are satisfied and these satisfied

employees affect the customer satisfaction and organizational productivity. There is no

limit for the employees to reach the full satisfaction and it may vary from employee to

employee. Sometimes they need to change their behaviors in order to execute their duties

more effectively to gain greater job satisfaction. Having good relationships with the

colleagues, high salary, good working conditions, training and education opportunities,

career developments or any other benefits may be related with the increasing of employee

satisfaction Employee satisfaction is the terminology used to describe whether

employees are happy, contended and fulfilling their desires and needs at work. Many

measures support that employee satisfaction is a factor in employee motivation, employee

goal achievement and positive employee morale in the work place. the employee

satisfaction may be described as how pleased an employee is with his or her position of

50
employment. As Spector (1997) defined job satisfaction as all the feelings that a given

individual has about his/her job and its various aspects. Employee satisfaction is a

comprehensive term that comprises job satisfaction of employees and their satisfaction

overall with companies policies, company environment etc.

Definitions and meaning

Employee satisfaction is the terminology used to describe whether employees are happy,

contented and fulfilling their desires and needs at work.

EMPLOYEE SATISFACTION

Satisfaction brings increased productivity.

Employees are happy and contented and fulfilling their desires and needs at work.

Employee satisfaction is a factor in employee motivation, employee goal

achievement

To provide Positive employee morale in the workplace.

51
RESEARCH OBJECTIVE

To study the working environment of the company.

To analyze the level of job satisfaction among employees.

To identify the factor which influence the job satisfaction of employees.

To suggest appropriate measures to improve the overall satisfaction of employees.

SCOPE OF THE STUDY

The study was conducted on employees of Tata Teleservices, Noida. Employees were

interviewed with questionnaires which had structured questions on their importance

attached to various factors behind employee satisfaction.

area: TATA TELESERVICES(NOIDA)

The study tries to understand the level of satisfaction among the employees of TTLS.

It further the area on which employees are mostly dissatisfied.Job satisfaction of the

employees has been analyzed on the basis of the following job related factors.

Salary and monetary benefits

Job security

Working environment

Nature of job

Freedom ofexpression

Medicare

Loans

Superior and sub-ordinates relationship

52
 Promotion policy

LIMITATIONS OF THE RESEARCH

The study suffers from some limitations due to the problems encountered during the

project study.

This is subjected to the basis of prejudices of the respondent, hence 100% accuracy

cannot assured.

the research was carried out in a short span of time, where in the research could not

widen the study

The period of study was too short, it was not possible to collect the relevant

information.

The finding based on the answer given by the employees, so any error may be affect

the finding.

The magnitude of the influence of these limiting factors can have a bearing on the report,

but is too little to alter the basic objectives of the report.

53
RESEARCH DESIGN AND METHODOLOGY

Scope of the Study- Employees of Tata Teleservices

Area- Noida

Research Design Descriptive research design.

In this research design the researcher has used descriptive research design. Descriptive

study , Who, What , When, Where, How are the questions for researcher to find their

answer.it may complex or simple

.Sources of Data

Primary- Employee Survey through structured questionnaire and

unstructured Interviews

Secondary-

Sampling Technique non probabilistic convenience sampling.

Sample Size 200

54
 Chapter 4

DATA ANALYSIS AND INTERPRETATION

Primary data:
This data is gathered from first hand information sources by the researcher, this data
collection from employees, managers, clerks etc., by administrating the questionnaire
having face to face interaction with employees.

Secondary data
This will give the theoretical basis required for the report presentation which can be
available from various sources such as magazines, office files, inter office manual and
web site.

DATA PROCESSING AND ANALYSING

Data, which is gathered by administering questionnaires, was processed in simple manner
to determine the level of satisfaction among employees. Every response was assigned
some score based on this overall satisfaction level was determined.
Data collected is carefully tabulated and analyzed by using satisfaction methods and also
various graphs are used.

DATA ANALYSIS

In order to do the work properly, a insight about the product, about the organization,
about the employees was necessary. For this purpose a extensive study was initially done
about the Employee Satisfaction
After the initial study, the survey was started in order to get the questionnaire filled by
them.

55
On the basis of the information collected in the interviews from the respondents and filled
in questionnaire from them, certain findings were made on that basis and some
recommendations too were given to the organization so as to improve the level of
satisfaction of their customers. These findings and recommendations would go a long
way of satisfaction and service in order to maintain its existing employees as well as to
add 1-1 new employee to its existing data base. They also point the aspect in which the
organization is lacking and need to improvise upon as well as the aspect, which are its
plus point and which can really help in future.

Tools for analysis

Researcher has identified suitable statistical and analytical software after gathering of
data. Researcher has used software to analysis data i.e. Microsoft EXCEL and other
suitable statistical tool also used for data analysis purpose.

Questions which were asked to Employees in TATA TELESERVICES.

1. Overall, how satisfied are you working for the company?

o Extremely Dissatisfied 5%
o very Dissatisfied 5%
o Somewhat Dissatisfied 10%
o Neutral 10%
o Somewhat Satisfied 20%
o Extremely Satisfied 50%

60
50
40
30
20 Series1
10 Series2
0 Series3
Series4

56
Interpretation: 50% of the employees are extremely satisfied with their working
condition.20% are not so satisfied with their working condition. 5% are extremely
dissatisfied with their working condition.

2. How many years have you been with the company?

o Less than a year 5%

o 1-3 year 10%
o 4-6 year 10%
o More than 6 years 75%

More than 6 years

57
 4-6 year

1-3 year

Less than a year

58
 0 20 40 60 80

Interpretation:

75% of the employees were more than six years have been with the company.

59
3. Are you satisfied with the wages paid to you?

YES 85%

NO 15%

15%

YES
NO

85%

Interpretation: 85 percent of the employees are satisfied with the wages paid to them.
Only 15percent of the employees feel that there should be a hike in wages paid to them.

60
4. Do you have any incentives wage scheme for efficient work on your
organization?

YES 80%

NO 20%

80%
70%
60%
50%
40%
30%
20%
10%
0%
YES NO

Series1

Interpretation: 80 percent of the employees feel that there should be an incentive wage
scheme for efficient work in the organization.

61
 5. Is the management helpful and sympathetic to your problems in
workstation?

To some extent 60%

To large extent 40%

Series1

60

40

To some extent To large extent

Interpretation: 60 % of the employees feel that the management is

Sympathetic to some extent in their problems faced at workstation.

62
6. Are you satisfied with the facilities provided to you?

To some extent 5%
To large extent 95%

100
90

63
80
70
60
50
40 Series1

30
20
10
0

64
 To some extent To large extent

Interpretation: Almost all the employees are satisfied with facilities provided
with the organization.

65
7.Does the management have good relation with the workers?

To some extent 25%

To large extent 75%

25%

To some extent
To large extent

75%

Interpretation: 75% of the employees feel that the management has a good relation with
the workers and only 25% of them feel that the management should improve their relation
with the workers.

66
 8. Do you feel that the company policy really protect your interest?

YES 95%

NO 5%

Series1

95

YES NO

Interpretation: 95% of the employees feel that the company policies really protect their
interest. 5% of them feel that their interests are not protected.

67
9. Do you have any problems with the present management setup?

YES 20%
NO 80%

Chart Title

20%

YES
NO

80%

Interpretation: Only 80% of the employees are satisfied with the present management
setup and the other 30% is not satisfied and feel that there should be change in the setup.

68
10. How flexible is the company with respect to your family
responsibilities?

Very inflexible 0%
somewhat inflexible 0%
Neither 0%
somewhat flexible 5%
Very flexible 95%

Chart Title

95

5
0 0 0

very somewhat neither somewhat very

inflexible Inflexible flexible flexible

Interpretation:

95% of the employees feel that the company is very flexible with their family
responsibilities.5% of the employees feel that the company is somewhat flexible with
their family responsibilities.

69
11.Have you ever observed or experienced any of the following forms of
discrimination or harassment at this company?

Racial discrimination0%
Sexual harassment0%
Gender discrimination 0%
Sexual orientation discrimination0%
none Observed 100%

100
90
80
70
60
50
40
30
20 Series1
10
0 Series2
Series3
Series4

Interpretation:

100% of the employees are never feel the discrimination or harassment towards
them. Because company follow 0% harassment policy.

70
71