LOOP MOBILE

ABOUT LOOP MOBILE:

Loop Mobile (India) Limited provides GSM mobile services in Mumbai. It offers pre and
post paid, data, and roaming services. Loop Mobile (India) Limited was formerly known as
BPL Mobile Communications Limited and changed its name to Loop Mobile (India) Limited
in March 2009. The company was founded in 1995 and is based in Mumbai, India. Loop
Mobile (India) Limited operates as a subsidiary of Vodafone Essar, Ltd.

Loop Mobile, represents growth with continuity. While they constantly work towards giving
their subscribers a better network, innovative products and a superior mobile telephony
experience, their subscribers can be assured of the same focus and commitment in providing
the best network coverage, billing accuracy, and an unmatched personalized customer
service.

LOOP mobile is the firm belief that their customers deserve the best they have to offer, be it
in terms of network or customer service experience. In line with this commitment, they have
invested over Rs 300 crore to upgrade to NGIP (Next Generation IP) network. This highly
efficient network upgrade enables them to offer unmatched voice clarity and extensive
coverage along with high-speed data services. they are happy to inform that are the only
GSM network in Mumbai that has met all the TRAI benchmarks on network and service
quality parameters again this year. They have also been rated as the best network by Voice &
Data, leading Telecom magazine, in their SAARC Mobile Users' Satisfaction Survey 2008.

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Vision:

 Customer Delight.
 Highest quality network.
 Development of advanced technology.
 Increasing sales and distribution channel.
 Improving operational efficiency.
 Employer of choice.

Mission:

To exceed customers expectation in all aspects of our services by continuous improvement

and innovation.

Objectives:

Loop mobile strives to be the best mobile telephony service provider.

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Strategy:

“CUSTOMERS DOESN’T BUYS PRODUCT, WHAT HE BUYS IS THE SERVICE”.

Previously LOOP mobile was sales and service oriented but due to existence of MNP (mobile
number portability) in market now LOOP mobile is concentrating more on services.

Now it is service oriented company. They are giving due importance to the service provided
to the customers.

They are developing new strategies, ideas, in order to satisfy their customers.

Product are been introduced as per the expectation of customers.

Various schemes, benefits, discounts, are offered to customer s.

Various innovations are done in order to provide effective services at a reasonable price.

e.g.

They are celebrating customer delight week, where customers are given gifts and offers to
show that they are valuable for the company.

They also started a new process to retain the customers.

Free caller i.d, caller ring back tune , itemized bills ,wap services etc are provided to the
customers in the first three months.

Free wap services are provided to the college student for the first six month ( prepaid )

Free movie vouchers are also given to the customers.

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Status:

It is ISO : 9000 certified because of their unmatched personalized customer service provided
to their customers.

They are only GSM network in Mumbai that has met all the TRAI benchmarks on network
and service quality parameters again this year.

They have also been rated as the best network by Voice & Data, leading Telecom magazine,
in their SAARC Mobile Users' Satisfaction Survey 2008.

They have gained a significant market share of incremental subscriber addition in Mumbai
Circle for the last several months. The emphasis on growth is clearly reflected in our growing
subscriber base - we crossed the 2-Million subscriber mark in Mumbai Circle in January
2009.

Going forward many exciting things are being planned which will add to the customer
delight.

Loop Mobile will continue to ensure that your network in Mumbai is truly the best and
Endeavour to exceed your expectations.

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Customers Profile:

“ EVERY THINGS WE DO SHOULD BE FOR CUSTOMERS

IF NOT , NEED TO RECONSIDER WHY WE ARE DOING IT. “

As per the history of customers tenure , average bill , customer profiling is done.

Customers are divided into various segments. i.e

 Platinum Subscriber.

 Classic Subscriber.

 Silver Subscriber.

 Corporate Subscriber.

 SME (Small Medium Enterprise).

 Mumbai police Plan.

 Government Plan.

 Prepaid Subscriber. Etc.

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Number of Employees:

There are more than 1500 employees working with LOOP MOBILE.

Employees are divide into different hierarchy based upon their process , department ,
profile.etc

They operate their call centre from Ahmadabad where hundreds of people are employed.

At Loop Mobile they believe that you can dream, create, design & build the most wonderful
place in the world, but it requires PEOPLE to make this dream a reality.

We can only achieve "Best in Class" status with "Best in Class" employees.

Loop Mobile does this by focusing on a variety of things important to employees, which help
them to create an organization capable of winning in the marketplace.

 Staffing excellence.
 Employee Recognition.
 Compensation Package.
 Advancement and career growth opportunities.
 Empowerment and a challenging and rewarding environment.
 The ability to make a difference.
 Training and career opportunities.
 Employee Events.

Loop Mobile look to recruit and promote employees to achieve their maximum potential. By
reviewing and monitoring performance and individual behaviors.

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They are able to put in place the necessary development programs to enhance individual
skills.

Their HR perspective is to work in close tandem with the various departments to ensure the
healthy development of the organization by creating a climate of excellence, where
individuals at every level have the skills and the willingness to achieve the objectives of the
organization.

They are based on attractive career development opportunities, open communications and
close collaboration between their human resources teams and all employees. This is achieved
by dealing proactively with employees in a fair manner, consistent with policies in an
atmosphere of openness, trust and mutual respect and the reason why their employees say,
"Loop Mobile sure is a great place to be in."

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Product and Services:

Effective Customer Services are treated as the base of the organization.

Vases are given due importance in the services.

Product are introduced by keeping the needs and expectation of customers.

Different plan are introduced for different group of customers.

e.g

 10 ka gang :

This the prepaid plan specially for the college students.

Cost of this card is just 25 rs.

Its validity is for 5 years.

In this an individual can add any 10 loop numbers in his account by which he will be charged
only 10 paisa per minute.

Here SMS charges are only 10 paisa on any network.

WAP services are given free for first 6 months.

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 Per Second Plan

This is the new plan introduced by the LOOP mobile.

This is the prepaid plan specially with the low call charges.

Here 1 paisa is charged for 1 second.

 Jodi Offer

Unlimited free callings between the two numbers.

Its rental is just 199rs per month.

 SME (Small Medium Enterprise)

 NCR
 Bonanza etc.

It is basically for corporate.

It offers various benefits and offers for the smooth functioning of business.

 M.P Plan

This plan is onlyfor Mumbai police.

Its rental is only 75rs per month with wide benefits and discounts.

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This plan is one of the best plan.

 Government Plan

This plan is only for government employees.

Its rental is only 100rs per month with wide benefits and discounts.

Job Description:

Job description is done on the basis of process and department.

As per the different process and department duties and responsibilities are assigned for the
employees.

Employees are provided with adequate data , information ,training ,sources in order to
perform the job in best possible manner.

e.g

Retention department is for retaining the old customers. They offer various schemes and
offers to the customer in order to make the customer delight.

Vas team ( department ) looks after the value added services i.e ( crbt, gprs , wap ,
blackberry , etc ).

Their vas services are effective and cheaper as compared to their competitors.

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Service department is concerned with solving the problem of the customer at the limited tat
(total around time) . It also influences people to join LOOP family by offering them plan as
per their requirements.

Cash and billing departments helps the customers to pay their bill at any LOOP gallery
through cash , checque , debit and credit card , online billing , mobile billing etc.

Network departments always try to upgrade and enhance their network quality through
which customers can enjoy efficient voice clarity, quality network.

Call centre department enables the customers to solve their query on a call by dialing a toll
free number on 50505 and 50800. They are resulted effective and time savings for the
customers.

I.T departments have a responsibility to look after the company’s server and the functioning
of the company systems so as to avoid the inconvenience to the customers and the employees.

Techniqual departments perform the task to solve the techniqual issue in the organization.

Security department are there to take care of the organization and to prevent any accident or
incident.

House keeping department are concerned with cleaning and taking care of the work floor.

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Human Resources Planning:

“According to Coleman Human Resources Planning is”:

“ The process of determining manpower requirement and the means for meeting those
requirement in order to carry out the integrated plan of the organization”.

Human resources planning is concerned with the planning for future manpower requirement
of an organization.

It involve the estimating the size and composition of the future work force.

It refers to the estimation of numbers and the type of people needed during the ensuring
period.

HRP of LOOP mobile is focused on forecasting the manpower requirement of the enterprise.

They acquire the required manpower from different internal and external sources available
for recruitment and selection.

They develop the manpower through education, training, and development program me with
a view to providing the right type of manpower.

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They believe in maintaining the stable manpower through attractive wages, welfare, and
other facilities.

 Their Human Resource Planning generally covers the various factors such as :

 Internal I J P,s
 Training
 Induction
 Transfers and shifts
 Self development and carrier development
 Events
 Pulse
 Incentives
 Compensation
 Midi claim
 Promotion
 Felicitation

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Recruitment Procedure:

“ According to Edwin Flippo”

“ Recruitment is the process of searching for perspective employees and stimulating

them to apply for jobs in organization” .

For recruitment process the available vacancy are given wide publicity from LOOP mobile
and suitable candidates are encouraged to submit application so as to have a pool of eligible
candidates for scientific selection.

In recruitment information is also collected from interested candidates.

For this different sources such as news paper advertisement, employment exchanges, internal
promotion, Consultant, Reference, Referee etc are used.

It enables LOOP mobile to create a pool of qualified and interested applicants for purposeful
selection for the jobs in the organization.

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Induction:

In LOOP mobile a newly selected employee is given brief introduction about the organization
in which he is going to work for a long period.

They introduce a new employee to the member of the organization.

They design a induction to provide a new employee with the information he or she needs in
order to function comfortably and efficiently in the organization.

Their induction program enables a newly joined employee to adjust himself to the work in the
organization and to make him feel at home with his co-workers.

Their induction training helps the new employee to identify himself with the organization and
the its policies and procedure.

It creates self confident among the newly selected employee.

Training and Development :

 Training to the employee is given as per the process and the department.
 An appropriate training program is arranged for the employee.
 He or she is been upgrade with all the necessary data and information.
 Training is given by branch managers as well as by the H.R managers.
 On job training is also given to employees to understand the customer’s mind set , so
that he can communicate with customers more effectively and efficiently.
 During and after training various written and online test is conducted to make the
candidate and employees more efficient and effective.
 Awards and recognition is also given to employees to motivate them to take keen
interest in the work.

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 Awards and recognition are in form of gifts , vouchers, incentives, pay leave, etc.

Performance Appraisal:

“According to Scot, Clothier and Spriegal”

“ Performance appraisal is a process of evaluating an employee’s performance of a job

in terms of its requirements “

Performance appraisal of LOOP mobile is useful for guiding the employees for self
improvement and self development.

Performance Appraisal by LOOP mobile is done in every six months

The performance appraisal by LOOP mobile is on the basis of the following procedure.

 Establishing Performance Standards

 Communicating Standards to Employee
 Measuring Actual performance

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 Comparing actual performance with the standards set

 Discussing Actual Performance with the Employee ( Appraisal Interview )
 Offering guidance for improving Performance ( follow-up-Measure )

Each steps in performance appraisal procedure is crucial and is arranged logically.

Compensation:

 Compensation are also called other employee benefits.

 Important compensation offered to the employees are in form of attractive wages and
salary.
 Provident fund and gratuity benefits.
 Annual attendance reward
 Provision of pay with leave , medical allowance, benefits of group insurance, and
welfare facilities.
 Travel grant to tours/visit to native place.
 Encashment of leave.
 After marriage tour voucher is given to employees as a gift from company’s side.
 After completion of 7 years, tour voucher is given to that employee as a token for his
full family.

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Recommendation.

As observed that most of the employees in LOOP MOBILE are not on company pay role.
Loop mobile has a contract with Lobo Staffing Solution and ASL Placements. Their most
employees are on contract with these placement consultants due to this most of their
employees don’t get benefits as their compared to their permanent employees. Even to come
on pay role these employees have to work for minimum 2 years.

According to me LOOP MOBILE should provide an opportunity to those employees who is

performing well in the organization. They should look his performance not from when he is
working in the organization.

If the employee is working well they should take him on pay roll before 2 years. This will
also motivate other employees

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