Professional Documents
Culture Documents
Project On CRM
Project On CRM
Project On CRM
A
SUMMER INTERSHIP REPORT
ON
Submitted to
L.J.Institute of management Studies
Submitted on:
09th March -12
Submitted by:
It is hereby certified that the work incorporated in the thesis submitted entitled “Customer
Relationship Management” submitted by comprises the result of independent and original
investigation carried out me. The material which obtained (and used) from other sources has
been duly acknowledged in the thesis.
Date:
Place: Nashik Signature of the student
It is certified that the work mentioned above is carried out under my guidance.
Date:
Place: Signature of the faculty guide
ACKNOWLEDGEMENT
AKSHAY VYAS
TABLE OF CONTENT
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD
PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
Serial No. Chapter Title Page No
1 Executive Summary 5
2 Introduction to project
2.1 History of
telecommunication sector in
India
2.2 History of Reliance
Communication
2.3 Customer Relationship
Management
3 Literature Review
3.1 Reliance ADA Group
3.2 An overview of current
market scenario
4 Study of Industry
4.1 Reliance Communication
differ
4.2 Profile of Reliance
Communication
4.3 Vision, Mission & Values
4.4 Brief idea of products
4.5 CRM in Reliance
Communication
5 Objective & Problem
Statement
6 Research & Methodology
7 Data Analysis & Interpret
8 Conclusion &
Recommendation
9 Limitation Of Study
10 Notes & Reference Annexure
1) EXECUTIVE SUMMARY
The world is waiting at our doorsteps, waiting for us to open the gates to an economy bubbling
with opportunities. The India growth story has already got the world to sit up and take a note of
the changing economic scenario. The Indian government is doing everything that is possible to
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD
PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
ensure that this story remains intact. Factor, like the liberalization in the government stance and
the daring Entrepreneurs of the Indian soils, have helped the sector achieve the like never before.
And currently, the flavor of the month seems to be the telecom industry.
The telecom industry is one of the fastest growing industries in India. India has nearly 200
million telephone lines making it the third largest network in the world after China and USA,
with a growth rate of 45%. Indian telecom industry has the highest growth rate in the world.
So in telecom industry there are huge competition seems. For growth and situation maintain
industry have a great relation with customers. Customer Relationship Management (CRM) is to
create a competitive advantage so as to have better result.
The best at understanding, communicating, delivering, and developing existing customer
relationships, in addition to creating and keeping new customers. As you make a strong link with
the customers they become loyal.
In Reliance Communication Revenue Assurance Dept is as CRM. They bond with customer at
each step of process. They provide all the facilities at right time. Most of the business of Reliance
comes from existing customers. Customer Relationship Manager build a bridge between
organization and customers. Here in Reliance communication customers are often faced by CRM
at each level of process. They identify their expectations; provide better services as much as
possible. During my summer training I got opportunity meet corporate customers. My main work
was to collect TDS certificate. There is whole process in RA department by which CRM and
Customers can attaché.
2) INTRODUCTION TO PROJECT
The telecom industry is one of the fastest growing industries in India. India has nearly 200
million telephone lines making it the third largest network in the world after China and USA.
With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world.
History of Indian Telecommunications started in 1851 when the first operational land lines were
laid by the government near Calcutta (seat of British power). Telephone services were introduced
in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio
Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign
telecommunication companies were nationalized to form the Posts, Telephone and Telegraph
(PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was
considered as a strategic service and the government considered it best to bring under state's
control.
The first wind of reforms in telecommunications sector began to flow in 1980s when the private
sector was allowed in telecommunications equipment manufacturing. In 1985, Department of
Telecommunications (DOT) was established. It was an exclusive provider of domestic and long-
distance service that would be its own regulator (separate from the postal system). In 1986, two
wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL)
for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for
service in metropolitan areas.
In 1990s, telecommunications sector benefited from the general opening up of the economy.
Also, examples of telecom revolution in many other countries, which resulted in better quality of
service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in
opening up of telecom services sector for the private sector. National Telecom Policy (NTP)
1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications
sector. In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to
Telecommunication sector in India can be divided into two segments: Fixed Service Provider
(FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic
long distance and international long distance services. The state operators (BSNL and MTNL),
account for almost 90 per cent of revenues from basic services. Private sector services are
presently available in selective urban areas, and collectively account for less than 5 per cent of
subscriptions. However, private services focus on the business/corporate sector, and offer
reliable, high- end services, such as leased lines, ISDN, closed user group and
videoconferencing.
Cellular services can be further divided into two categories: Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is
dominated by Airtel, Vodafone-Hutch, and Idea Cellular, while the CDMA sector is dominated
by Reliance and Tata Indicom. Opening up of international and domestic long distance telephony
services are the major growth drivers for cellular industry. Cellular operators get substantial
revenue from these services, and compensate them for reduction in tariffs on airtime, which
along with rental was the main source of revenue. The reduction in tariffs for airtime, national
long distance, international long distance, and handset prices has driven demand.
Wireless Service:
1902 - First wireless telegraph station was established between Saugor Islands
and Sandheads.
2) 1907 - First Central Battery of telephones was introduced in Kanpur.
1979 - First optical fiber system for local junction was commissioned at Pune.
The second son of a school teacher, Dhirubhai was born in 1932 in the village of Chorwad in
Gujarat in circumstances that can best be described as modest. Driven by hardship and want, he
had to drop out of school early. In 1949, at the age of 17, he went to Aden (now Yemen) in search
of opportunity, and worked as a dispatch clerk for A. Besse & Co. A couple of years later, the
company became a distributor for Shell products and Dhirubhai was promoted to manage the
company’s oil-filling station at the port
of Aden. It was here that he dreamed of setting up and owning a refinery, which he later realized
with his petrochemicals venture. He returned to India in 1958 to launch his first business venture,
a spice trading company named Reliance Commercial Corporation.
In 1962, Dhirubhai identified an emerging opportunity in yarn trading and shifted to the new
business. Three years later, he changed the name of his company to Reliance Textile Industries
Limited. In 1966, he purchased land in Naroda, Gujarat, to set up a textile mill. In 1975, a
technical team from the World Bank recognised the Naroda mill as one of the best composite
textile mills in India and certified it as ‘excellent even by developed country standards’. In 1977,
the company went public. At the time of the Reliance Textiles IPO, participation in the Indian
capital markets was largely limited to a small but influential elite which dabbled in a handful of
stocks. The great majority of India’s middle class chose to stay away. Dhirubhai’s decision to
prefer the capital markets over banks as the primary source of funding for his ambitious
expansion plans, was as daring as it was unprecedented. In the event, The Reliance IPO was an
unlikely success. Against all odds, Dhirubhai managed to convince a sufficiently large number of
sceptical middle class investors to put their money, and faith, in what was then a small, relatively
unknown company. The subsequent growth and success of Reliance and its philosophy of
generously rewarding shareholders rapidly gave Dhirubhai an iconic status in the Indian financial
markets. Under Dhirubhai’s charismatic leadership, the Annual General Meetings (AGM) of
Reliance took on the character of large public spectacles. Typically held in large public arenas,
and attended by thousands of adoring shareholders, the Reliance AGM became a day to
remember in the annual corporate calendar of India. In 1986, the Reliance AGM held in Cross
Maidan, Mumbai, was attended by as many as 30,000 stockholders—a record in India’s
corporate history. By the mid-80s, Dhirubhai had become something of a living legend, widely
hailed by peers and critics alike as one of the greatest corporate visionaries in the history of post-
Independent India.
But Dhirubhai was never one to rest on his laurels. In the early 80s, he had taken the first
important step in strategic backward integration for Reliance with the commissioning of the
Patalganga plant which initially manufactured polyester filament yarn and polyester staple fibre.
In 1991, he set up Reliance Hazira, for the manufacture of petrochemicals—the next link in the
backward integration chain. At the time, Reliance Hazira represented the single largest
investment made by a private sector group in India at a single location.
Meanwhile, Dhirubhai had firmed up plans of setting up a massive grassroots refinery—the next
big leap in his overall strategic roadmap for Reliance. Conceived as the world’s largest grassroots
refinery at the time, Jamnagar in Gujarat was to have an annual capacity of 27 million tonnes. In
the face of formidable challenges, including a massive cyclone that flattened the project site mid-
way through construction, Reliance commissioned the Jamnagar facility in 1999. It was a fully
integrated refinery, complete with a dedicated port and a captive supply of power. The refinery
was not only commissioned ahead of schedule, but also set up at a cost that was significantly
lower than the prevailing global benchmark for a project of such magnitude. It was one of
Dhirubhai’s great dreams in life to see ordinary Indians enjoy the enormous economic benefits of
being able to access affordable yet world class telecommunications infrastructure. He wanted
Reliance to spearhead a communications revolution that would dramatically cut down the cost of
connectivity, and propel India into the digital age. His ultimate ambition: To make the cost of a
phone call cheaper than that of a post card. It was therefore entirely logical for Reliance to enter
the telecommunications space when the sector was opened up for private participation in the
1990s. The rest, as they say, is history. Today, Reliance Communications is India’s largest
information and communications services provider with over 20 million subscribers, and offers
BUSINESS OF
RELIANCE
COMMUNICATIO
N
ENTERPRIZE SHARED
SERVICE
NETWORK RELIANCE
WORLD
PERSONAL
Business is all about managing the relationships it has with its customers. The better the
relationship with the customers the more successful the business will be. In CRM we use
available technology and a customer focused strategy hand in hand to manage the day to day
contacts with customers to achieve this. Customer Relationship Management is one of the
newest innovations in customer service today. CRM stands for customer relationship
management and helps the management and customer service staffs cope with customer concerns
and issues. CRM involves gathering a lot of data about the customer. The data is then used to
facilitate customer service transactions by making the information needed to resolve the issue or
concern readily available to those dealing with the customers. This results in more satisfied
customers, a more profitable business and more resources available to the support staff.
Furthermore, CRM Customer Relationship Management systems are a great help to the
management in deciding on the future course of the company.
Definition
As mentioned, there is much data needed for the CRM system to work. For example In Reliance
Communication
Customer relationship management enables companies to provide excellent real-time customer service
through the effective use of individual account information,
CRM includes:
3) LITERATURE RIVIEW
NATURAL
WIRE GENER MUTUL ADLABS RESOURCE
-LESS ATION FUND S
INFO
GLOBAL POWER STREAM
BUSI- NESS TRADING R TRADE
NIS
SPARTA
Reliance Communications'
wireless subscriber base grew
to over 28 mn last fiscal,
registering a 60% growth. This
Reliance Communications is now among the three most valuable private sector companies in
India, and the five most valuable telecom companies in Asia. In the current 12 Fiscal, Reliance
Communications will spend Rs 16,000 crore to further expand and strengthen its network
coverage across India and the rest of the world.
In addition to organic growth, Reliance Communications will leverage the advantages derived
from this impressive financial platform to explore and pursue any significant opportunities
available in the telecommunications sector. "We are currently evaluating a number of inorganic
opportunities in select international markets to further expand our footprint," Ambani said.
Reliance Communication’s One India, One Tariff plan allowed millions to connect across India
at just one rupee a minute. The company was the first one to break the Rs 1,000 entry-barrier
with the launch of the lowest-cost classic brand handset at Rs 777. As per its expansion plan,
Reliance Communications will have the single largest wireless network in the world, covering
over 900 mn Indians or more than 15% of the global population. It will cover 23,000 towns or
every single Indian habitation with a population of over 1,000. Reliance Communications will
cover almost 100% of all rail routes, providing seamless voice, video, radio, and Internet
Achiever's Pride
4)STUDY OF INDUSTRY
Businesses not only need to streamline processes, improve communication, expedite decisions,
but also go beyond all of that and find better and more cost-effective ways to do business. This
ultimately marks their progress.
Your business needs are different and unique and you need a solution that fits you best. Reliance
helps you decide on that solution. We not only build innovative solutions, but also have the
expertise for their deployment and manageability. We are also your one-stop-shop for all
communication needs.
Network reach
Over 800 global, regional and domestic carriers
Over 2,100 Indian and Multinational corporations
Providers of cutting edge connectivity to over 850 of top 1000 companies in India
Connecting 2.5 million individual overseas customers
190,000 kms of fiber optic connecting over 1 million building across 44 cities
with over 1.4 million access lines
9 data centre with data storage space of over 6.5 lakh sq. ft.
Scalability
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD
PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
RCOM uses fiber-to-the-building approach helping in creating a network with
unlimited capacity and ability to support gigabit per second bandwidth services for
customers.
Only RCOM has a fully end-to-end owned infrastructure with last mile access,
nationally as well as internationally, thereby keeping things under one control.
RCOM, as a telecom player, satisfies your every telecom need, right from a
mobile connection to broadband to International leased circuit.
TYPE Public
BSE: 532712
INDUSTRY Telecommunication
FOUNDED 2004
FOUNDER Dhirubhai Ambani
HEADQUARTERS New Mumbai , Maharashtra, India
AREA SERVED India
KEY PEOPLE Anil D. Ambani (chairman)
Satish Seth (MD)
PRODUCTS Wireless, Telephone, Internet, Data cards, VC(SOHO,
Resi. , Enterprise)
REVENUE Rs 22948 crore(2009)
OPERATING Rs 9305 crore (2009)
INCOME
NET INCOME Rs 6045 crore(2009)
TOTAL ASSETS Rs 102207 crore(2009)
TOTAL EQUITY Rs 1032 crore(2009)
EMPLOOYEEAS 31884(2009)
VISION:
“We will leverage our strengths to execute complex global-scale projects to facilitate leading-
edge information and communication services affordable to all individual consumers and
businesses in India.
We will offer unparalleled value to create customer delight and enhance business productivity.
We will also generate value for our capabilities beyond Indian borders and enable millions of
India's knowledge workers to deliver their services globally.”
VALUES:
We will put customer first at all times, and built long term relationship with them.
We shall believe interpretation and keep every commitment that we make.
We will operate with honesty and integrity interpretation all our dealings.
We treat every individual with dignity and respect.
we will approach every endeavor with zeal & an attitude towards excellence.
MISSION:
To attain global best practices and become a world-class communication service provider
guided by its purpose to move towards greater degree of sophistication and maturity.
TYPES OF PRODUCT
VOICE DATA
1) PRI 1) DIA
2) TOLL FREE 2) LL
A) TDM
B) ETHERNET
C) VPN/MPLSVPN
A) VOICE :
Voice is the best product for solution of many problems. In today scenario there are such
types of situation face by business are as under.
1) Centrex line:
Centrex is a set of specialized business solutions (primarily, but not exclusively, for voice
service) where the equipment providing the call control and service logic functions is owned and
operated by the service provider and hence is located on the service provider's premises. Since
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD
PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
Centrex frees the customer from the costs and responsibilities of major equipment ownership,
Centrex can be thought of as an outsourcing solution.
Applications
Services
Call Transfer
Call Divert– on no reply /on busy
Call Waiting
Three Party Conference
Call Pick up(Group)
Ring Back
Reminder / Alarm call
Last Number Redial
Centrex Hotline (non-dialed connection)
Centrex Warm Line (delayed Hotline)
Centrex Hunt Groups, with optional bypass numbers
Reliance Fixed Line phone is an intelligent landline phone service, which not only allows
you to make and receive calls, but also adds convinces to voice communication. It provides a
host of intelligent features and services, which are designed to improve user experience right
from the first call.
Be it ease of calling, Hands free talking, information on missed and received calls or using
various phone services, the Reliance Fixed Line Phone comes with a sleek and smart
telephone instrument that makes telephony easy and enjoyable.
Primary Rate Interface, also known as ISDN PRI, is an all digital access line technology
delivering simultaneous voice and data capabilities over standard existing telephone lines. PRI
lines allow for 100% digital clarity, faster transmission speeds, greater flexibility and the
potential for increased cost savings.
Normal PRI (normal landline analog) need 12/13 kbps while Even PRI Digital need 64 kbps and
it give clear voice. In Reliance 2mb plan serve to the customer it means we can connect 30/32
lines with it.
4) Toll Free:
Today in business who want more calls to come in get a Toll free Number. If you want to give
more convince to your customers than the toll free number is the best way. Toll free number is
very easy to economically get. The person calling to does not get the charges when they call you,
it is billed to your number.
B) DATA:
It is the product which given solution to business for data. For send and receive data Reliance
Communication have many products.
Enterprise Data Requirements
Interconnectivity of all the offices, factories, warehouses etc. for following applications
ERP (SAP, Oracle, People soft,)
CRM (Customer Relationship Management)
SCM (Supply Chain Management)
Business critical enterprise applications such as Enterprise Resource Planning (ERP), Supply-
Chain Management (SCM) and Customer Relationship Management (CRM) are driving the need
to connect various offices across the country. Given the large volumes of network traffic and an
increasing trend towards convergence in voice, video and data on IP networks, enterprises
require high quality, high performance bandwidth solutions from a trusted service provider.
Reliance Infocomm has launched India’s first MPLS Global VPN service in association with
MCI. The agreement lets Reliance Infocomm offer its business customers global MPLS-based
VPN connections by leveraging MCI are global network infrastructure. IT-enabled services,
business process outsourcing and multinational companies are the target segments. Under
the terms of the agreement, MCI is installing MPLS network nodes in New Delhi, Mumbai
and Bangalore that will let it deliver seamless access to its global private IP network
throughout India using connections to the nation wide Reliance Infocomm MPLS VPN
network. The global reach of the MPLS-based MCI Private IP network is undergoing rapid
expansion globally and will have a presence in 48 countries by end 2004.
4) NORMAL BROADBAND:
This refers to high-speed data transmission in which a single cable can carry a large amount of
data at once. The most common types of Internet broadband connections are cable modems
(which use the same connection as cable TV) and DSL modems (which use your existing phone
line). Because of its multiple channel capacity, broadband has started to replace baseband, the
single-channel technology originally used in most computer networks.
Sales
From Existing New
Lead
Generat
es
Purchase
Order
There are sequent wise processes in Reliance Communication. After sales dept role there is
Revenue Assurance dept comes in picture. In Reliance Communication, CRM role plays by RA
team. Because they customer face most of the time also if any complain comes from customer
the RA team responsible for that. They keep strong relation with customer and maintain.
After give services to the customer, further process taken by CRM (RA) Team. In Reliance
Communication RA team is very skill full and capable to tackle the customers.
Here, the prospects come from new or existing customers than ASM (Area sales manager) give
effort to convert prospect to positive lead. SA expresses benefit to get services of Reliance
Communication and also put proposal as per customer requirement, period of service, credit.
In next procedure the sales person meet to ICO dept (Service Assurance Manager) for check out
availability of service. After confirm with SAM they provide service to the customer. Service
In Reliance Communication CRM Role play by RA Dept. They know expectations of customer
properly because they meet many times at different step of process. For keep loyal relation with
customer and for long time strong relation RA team keep in touch with customer by process.
Process is as under.
SALE
BILL BILL
BILL GENERATION DELIEVERY
TRIGGER
TELECALLIN
G
BILL DELIEVERY
IF ISSUE & CHARGES
CONFIRMATION
R
A
D
ISSUE PAYMENT E
SOLUTION CONFIRMATION
P
A
R
CHECK PICK T
UP
M
E
N
PAYMENT
POSTING
T
PAYMENT
POSTING
VERIFICATIO
N
INTERPRETATION OF PROCESS:
Once the sales process ends customer relationship maintenance process start. CRM of Reliance
Communication include in RA dept. CRM is being highly required by any of service user and
Main function of RA dept is to give invoice to customer and collect payment in which many
process involve are as under.
BILL TRIGGER:-
Customer being charges from the start of the service at the first point.
A) BILL GENERATE
When bill generate first time there is specific docket ID given to the customer which is
unique code being use for seeing any detail regarding customer. A billing cycle is a specific
period for which customer being charged that is (1, 5, 9, 13, 17, 21, 25, and 29). Customer
has to pay bill amount within period of 22 days from the date of bill generation. A special
compact disc also provide by Reliance Communication which includes all bill related detail
which is optimal.
B) BILL DELIVERY
To provide the customer bill within 3-4 days from bill generation.
TELE CALLING:-
Once the customer receive bill there could be some doubts from customer end also.
Telecalling being followed at Reliance Com for ensure payment.
If there is no issue at the customer end as well as company end then payment being
completed by customer. But sometime there could be issue related service as well as
payment. If it is so then following process being followed.
When become any issue we try to identify that which dept is responsible for that. They jot down
the all point from the customer, check out with reconsolidation, and find out the exact point
where customers face the problem. There could be two type of issue.
TYPES OF ISSUES
There is two type of issue , one from sales dept and second from service dept (integrated core
operation).
SAL ICO
ES
If issues at customer end than service being suspended. But if issue at Reliance Com end then
there is bucket system.
BUCKET:-
At any point a time or in any case customer does not pay bill amount before due date then
there is a bucket(one month) system by which customer can use service further.
Reliance com can wait 3 bucket its depend bill amount and credit and credit of the customer.
Bucket is follow because there is corporate customer and relation maintain with Reliance
Communication.
Problem statement :
Customers are the king of the market. As customers are the one who consumes a final product
that every business produces .it is been necessary to maintain an healthy relation with the
customers so as to be in a market and to have a good reputation too.
it is been in favor of the company to maintain relation with customers because if they are not
been entertained than they may switch over the substitutes companies products .
Marketing research is a very systematic process to develop insights about customer inhibits
intuition and creativity. Behind of marketing research there is always problem and specific
object. Marketing research as the systematic design, collection, analysis, and reporting of data
and finding relevant to a specific marketing situation facing the company. Companies normally
budget marketing research at 1 to 2 percent of company sales.
Effective marketing research involves the six step are as under.
RESEARCH PROCESS
1. DEFINE THE
PROBLEM AND
RESEARCH
OBJECTIVE
2. DEVELOP THE
RESEARCH PLAN
3. COLLECT THE
INFORMATION
The researches try to give solution of the problem and try to reach at our objective.
In the changing scenario of telecom sector are continuously growing. Reliance Communication
stands strongly in competitors market.
Research objective:
A. PRIMARY OBJECTIVES:
To study the full chain of customer relationship process for better understanding of CRM
and its way of working and benefits.
B. SECONDARY OBJECTIVES:
The second stage of marketing research requires developing the most efficient plan for gathering
the needed information. This involves decision on the data sources, research approach, sampling
plan, contact methods.
DATA SOURCES
There are two types of data which we can use in research. Primary data, Secondary data, or both.
In Reliance communication I collect the most secondary data because of some limitation. I
started my research by secondary data.
RESEARCH APPROACHES:
SAMPLE:
SAMPLING UNIT:
The entire Reliance Communication corporate customer who purchased data product.
SAMPLE SIZE: 27
SECONDARY DATA:
Generally the data collect phase of marketing research is generally the most expensive and the
most prone to error. I collected the information from reliance record as secondary data.
For example:-
Customers want leased line and as per quarterly use we generate bill of 200000. Here customers
never pay full amount they will pay 200000-20600 (10.3% tax) = 179400. So in our account we
debited 200000 and on credit side 179400. For fill the gap we collect T.D.S. certificate and we
also benefited in tax.
NO. OF
CUSTOMER AMOUNT
CORPORATE 133 5608776.97
SME 9 64749.01
TOTAL TDS 31 18 5 54
UNDER ACHIEVEMENT 6 3 2 11
COLLECTED 25 15 3 43
TOTAL TDS AMOUNT OF ALL THREE CLUSTERS FOR A MONTH ARE AS UNDER
The next-to-last step in the process is to extract finding from the collected data. Average and
measures are computed for the different variable.
AHMEDABAD
Ahmedabad cluster TDS collection due for month was 1433037 from which individual
contribution of customers are as under.
INTERPRETATION:
SURAT
Surat cluster TDS collection due for month was 994442 from which individual contribution of
customers are as under.
Out of the three clusters, the TDS collected from surat was 15 out of 18 which sums up the
revenue 585304 and contribution in total collected TDS amount is 41%.surat has highest
average 65686 has the highest TDS collected from three cluster.
RAJKOT
Rajkot cluster TDS collection due for month was 179597 from which individual contribution of
customers are as under.
Rajkot contributes average TDS collection amount from three clusters is 56786 and
contribution in total TDS amount is 7%.
Present finding is the last step of research. The researcher present finding that are relevant to the
major marketing decision.
Here no. of TDS pending more than TDS amount it’s because of Surat cluster have highest
average of TDS amount.
In Rajkot there is only 7% amount pending but 40% no. of TDS pending it means the pending
TDS amount may be law.
As per finding revenue assurance Team should be focus on Surat cluster.
Because –
AHMEDABAD SURAT RAJKOT
% OF
CONRIBUTION OF 54 38 8
TOTAL
% OF NO. TDS
COLLECTED 57 33 10
Ahmedabad gave more contribution by collected more TDS same as Rajkot Cluster. While the
situation of Surat is opposite than other cluster. In Surat there is TDS collected % is lower than
Contribution, its saw that with a few no. of TDS it gave more amounts.
In Reliance Communication Revenue as per the company total amount of bill generation per
month and as per the employee the total amount got.
Waiver is the The act of waiving, or not insisting on, some right, claim, or privilege.
(Amount in lakhs)
INTERPRETATION:
Comparison is been made for the total revenue and waiver paid off during six months period Jan
to June. The bill is been generated quarterly so January and April has the highest collection of the
revenue.
in the month of January revenue collection was 392.04 lacs and in that month there was 11.38
lacs waiver in comparison to the may which have lowest revenue and the waiver amount was
much higher also.
The reasons for the more waiver is due to the some issues to the customers, may be charges , rate
revision, downtime , one office due etc.
Today CRM (customer relationship management) is equally important. If you have good
relation with customer, he never leaves you.
Any industry one can’t say that he is the best service provider. There is always some scope
of improvement and you should follow this process continuously.
The Market of Telecom sector is the one of the fastest changing field, So the company have
to identify the need of the customer each time in various aspects including after sales
services and respond accordingly.
The future prospect for Reliance Communication is good as the way it is growing in the
markets. At the same time the close competition is the major constraint.
There is a very active role player in CRM in reliance communication but they should be
focus on other cluster also apart from ahmedabad . There is such a strong link to joint all
departments. Customers get quickly solution because of Reliance Communication
integrated department.
9) LIMITATION OF STUDY
o Since the study was within a period of 6weeks, time factor was a major constraint.
o This sample size cannot represent the features and characteristics of the universe to its
entirety.
11) ANNEXURE
TDS Certificate:
AC/TDS/HTM/2009-10
TO
RELIANCE COMMUNICATION INFRASTRUCTURE LTD.
COMMERSE HOUSE,
100 FEET ROAD,
PRAHLAD NAGAR,
AHMEDABAD
GUJARAT
We are enclosing herewith TDS certificate for the year 2009-10 which please received and
acknowledge to us.
Name TDS certificate No.
Qtr 1 Qtr 2 Qtr 3 Qtr 4
RELIANCE ______RS ______RS _____RS ______RS
COMMUNICATION
INFRASTRUCURE
LTD.
Thanks.
(Xyz)
Encl: as above
FORM No. 16 A certificate No, : 94C/2009/97968
[See rule 31 (1) (b)]
Certificate of deduction of tax at sources under section 203 of the income-tax Act, 1961
[For interest on securities; dividends; interest other than ‘interest on securities’; winning from lottery or crossword
puzzle;
Winning from horse race; payment to contractor and sub-contractors; insurance commission; payment to non-
residential sportsmen / sport associations; payment in respect of deposit under national saving scheme; payments on
account repurchase of units by mutual fund or unit trust of India; commission, remuneration or prize on sell of
lottery tickets; commission or brokerage; rent; fees for professional or technical services; royalty and any sum under
TAX DEDUCTION A/C NO. NATURE OF PAYEMENT PAN NO. OF THE PAYEE
OF THE DEDUCTER AACCH778H
RHJK98079G Payment to contractors/ Sub
PAN NO. OF THE FOR THE PERIOD
contractors
DEDUCTER----------- 01/04/09 TO 01/04/10
No. paid/credited payment/ (Rs.) (Rs.) Cess Deposited No (if any) code which tax Voucher/challan
(Rs.) credit ( Rs.) of Deposited identification
bank No.
Branch
1 - - - - - -
Certified that a sum of Rupees _______ only has been deducted at source and paid to the credit
on the central government as per details given above.