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Reliance Communications Report - 2
Reliance Communications Report - 2
INDUSTRY GUIDE Mr. Navneet Rai Customer Operations Manager Reliance Communications
FACULTY GUIDE Mr. Roopak Kumar Gupta Amity International Business School
Company Certificate
This is to certify that _____________________, a student of Amity International Business School, Noida, undertook a project on ___________________ at ________________________ from __________to _____________. Ms./Mr.________________ has successfully completed the project under the guidance of Mr./Ms.____________________. She/He is a sincere and hard-working student with pleasant manners. We wish all success in her/him future endeavours.
CERTIFICATE OF ORIGIN
This is to certify that Mr. Shrey Arora, a student of Post Graduate Degree in MBA(International Business), Amity International Business School, Noida has worked in the Reliance Communications, under the able guidance and supervision of Mr. Navneet Rai, Customer Operations Manager, Reliance Communications. The period for which he was on training was for 4 weeks, starting from 3rd May, 2010 to 2nd July, 2010. This Summer Internship report has the requisite standard for the partial fulfillment the Post Graduate Degree in International Business. To the best of our knowledge no part of this report has been reproduced from any other report and the contents are based on original research.
Shrey Arora
ACKNOWLEDGEMENT
I express my sincere gratitude to my industry guide Mr. Navneet Rai, Customer Operations Manager, Reliance Communications, for his able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible. I would also like to thank the entire team of Reliance Communications, for the constant support and help in the successful completion of my project. Also, I am thankful to my faculty guide Mr. Roopak Kumar Gupta of my institute, for his/her continued guidance and invaluable encouragement.
Shrey Arora
TABLE OF CONTENTS
Chapter No. Subject
1.0 2.0 3.0 EXECUTIVE SUMMARY INTRODUCTION RESEARCH METHODOLOGY Primary Objective Scope of the Study Sampling CRITICAL REVIEW OF LITERATURE After-Sales Service Revenue Can Yield Even Bigger Returns Teaching Good Customer Service INDUSTRY PROFILE Introduction to Indian Telecom Industry Market Structure for telephony and wireless services Opportunity for companies Regulatory Framework Major Players in different segments of Indian telecom industry Market SWOT Analysis COMPANY PROFILE Reliance Group Vision Board of Directors Company Roadmap Milestones Voice Solutions Data Solutions ISSUES AND CHALLENGES FACED BY THE ORGANIZATION DATA COLLECTION Primary Data Secondary Data ANALYSIS OF QUESTIONNAIRE REFLECTIONS ON WHAT HAS BEEN LEARNED DURING THE PLACEMENT EXPERIENCE RECOMMENDATIONS BIBLIOGRAPHY ANNEXURE CASE STUDY SYNOPSIS OF THE PROJECT
Page No.
6 8 10
4.0
13
5.0
19
6.0
32
7.0 8.0
61 64
66 72 74 76 78 86 90
1. EXECUTIVE SUMMARY
2. INTRODUCTION
3. RESEARCH METHODOLOGY
3.3 Sampling
Sampling procedure: The sample is selected in a random way. Data was collected through the questionnaires send to the clients. The questionnaire has questions related to each and every aspect like sales, delivery, after-sales, overall experience with Reliance etc. The clients rated Reliance communications on a scale of 5. Then percentage was calculated of satisfied customers in each aspect. Sample size: Though the questionnaire was sent to more than 100 customers, but only 50 responded properly. So, only 50 responses were considered for the analysis. Sample design: The customers rated us on the scale of 5. To present the result efficiently, these average for each question was taken and was converted into percentage. This data has been presented in the form of bar chart.
Limitations: 1. Corporates are busy mostly and cannot be forced to fill the questionnaire. 2. The sample size was very less as these were Reliance Communications customers who have been using the service for a quite reasonable period of time. 3. Maybe a few of the forms were filled by non-technical persons in the organizations who did not have a proper idea of the issues and technicalities. This could have contributed slight erroneous analysis.
75 percent lower inventory per dollar of installed base 15 percent higher fill rates 15 percent more on-time service-parts delivery
Achieving control in global service-parts management is no easy matter, for several reasons. The processes, information systems, accountabilities, and policies are most often selected and managed by a local sales team or by product line management, and not by the service supply chain team. Additionally, service parts are often managed as a cost of warranty and not managed as a business, with a mix of local and global performance goals even when there are specific strategies for things like repair centers, warranty pricing, and product lifecycles.
Figure 1: The Efficient Frontier A driving issue of underperformance in global service-parts management is that business leaders typically do not have an efficient way to see total service-parts inventory positions at each echelon, or to see where service 'misses' are about to occur. Nor do they see where profit is leaking from service-parts operations. Best performers have put the systems and practices in place to gain this visibility and have aligned local policies, procedures, and accountabilities around specific local and global service and cost goals. Specific practices of top performers in this realm include:
Using or moving to a single instance global service-parts planning and execution information management tool. This tool will have integrated planning and execution functionality and will have regional but globally aligned security, business rules, reporting, and so forth. Managing to a single set of policies for service-parts sourcing, purchasing, stocking, moving, and write-off decisions. Implementing consistent regional accountabilities for delivery and inventory performance.
Some good examples: One wireless handset company has developed the capability to coordinate last-time purchase and end-of-manufactured-life and end-of-service-life decisions with an understanding of global service-parts inventory positions. This capability allows it to efficiently move service-parts inventories where needed to support warranty obligations and to minimize excess and obsolete service-part write-offs. A company that makes large-scale industrial engines provides another example of a best practice: It is able to review trends on where spare parts are received and used in Europe, North America, and South America in order to help support foreign exchange hedge goals. This information also helps it minimize inbound and outbound freight and duty costs, reduce lead times, and periodically restructure its set of service-parts suppliers.
Figure 2: The New Efficient Frontier Based on our survey, we have confirmed that the best performers manage service parts like a global business or as part of a global post-sales-services business. The top companies consistently calculate the amount of inventory investment needed to meet fill rates by product and customer and then roll up these investments across geographies to establish the minimum amount of total (global) investment to achieve targeted fill rates. In doing so, they create a high-level 'efficient frontier' (see Figure 1). From here, they can compare inventory positions (from regional stock to 'trunk stock,' carrying costs, duty costs, and so forth) in and across echelons, spare-parts logistics partners, and geographies. The purpose of the comparison is to determine whether these inventories need to be redistributed (increased or decreased) in order to optimize the total actual global inventory investment relative to achieving good and consistent local service-parts fill rates. To make these changes sustainable, they set priorities to move to the efficient global frontier, locality by locality. They also regularly evaluate the basis of competition for fill rates and make needed adjustments to the efficient frontier, the service-parts replenishment network, and their total managerial approach (see Figure 2). Top global performers leverage an integrated spare-parts planning and execution system that can automate location analysis, flag and help manage shortages before they happen, and identify unprofitable service supply chain operations. Many companies understand and desire to achieve consistently high levels of post-sales service for regional and global customers. Some are beginning to understand the service-parts cost associated with providing this service. Only a few manufacturing companies, however, have embarked on a path to provide excellent customer service at best-in-class operational costs. These see service-parts as a global business that needs management using integrated IT architectures, consistent practices, and management disciplines that regularly review progress toward the targeted efficient frontier.
customers come back for more. Your next step is to teach and motivate your employees to demonstrate the following successful customer service behaviors:
Stop talking with colleagues and get off the phone whenever a potential customer approaches. Look up and at the person, smile and welcome your potential paycheck. Ask how you can help or assist your potential customer. Provide information in a pleasant manner, always remembering to smile. Ask, in a friendly way, if you've been of assistance to the customer. If the answer is no, continue to serve your customer until you've satisfied their needs. Ask if there's anything else you can do to help them make the right decision. Smile and say goodbye, encouraging the customer to return with other questions. Mean what you say and mean what you do.
And don't forget that the most important features of an interaction that potential buyers will remember are how helpful the employee was and how delighted or satisfied the customers are with the product and the process of purchasing. Undoubtedly, these satisfied customers will return over and over. And this result is due to the attitude, politeness and willingness to assist that your employees express. Bingo, they just earned their paychecks! David G. Javitch, Ph.D., is an organizational psychologist and president ofJavitch Associates, an organizational consulting firm in Newton, Massachusetts. With more than 20 years of experience working with executives among various industries, he is an internationally recognized author, keynote speaker and consultant on key management and leadership issues. Dr. Javitch utilizes field-proven managerial and psychological methods to increase organizational success. His unique approach focuses on employee development to ensure organizational success.
5. INDUSTRY PROFILE
Total telecom subscribers 300.49 million (March 2008 Cellular + Fixed Line ) Tele density 26.22 percent (March 2008) Number of new mobile subscribers added last quarter 27.62 million (March 2008) ARPU for GSM USD 5.28* (USD./sub/ month) Telecom equipment market USD 34,100 million (200708) Handset market USD 7,250 million (200708) (Data Source TRAI 2008 Report)
5.4 Telephony services (mobile and basic) and Internet services dominate the Indian telecom services
The Indian telecom market generated revenues of approximately USD 32 billion in 200708. It registered a CAGR of approximately 32 percent from 200203 to 200708. The CAGR from 200808 to 201112 is expected to stabilise at 21 percent. Apart from mobile telephony services, other value-added services are also gaining importance.
The Indian telecom services can be divided predominantly into basic, mobile and Internet services. It also comprises smaller segments, such as radio paging services, Very Small Aperture Terminals (VSATs), Public Mobile Radio Trunked Services (PMRTS) and Global Mobile Personal Communications by Satellite (GMPCS). The growth witnessed in the mobile services and Internet services segments was much higher as compared to other services, such as basic services and radio paging services which are nominal in terms of numbers.
5.5 Market Structure for basic telephony services segment (Fixed Lines)
Basic services include fixed wireline and wireless in local loop (WLL-fixed). In 200708, basic services subscribers exceeded 60 million.
Fixed wireline services hold a major market share of 83 percent in basic services. BSNL and MTNL are market leaders in this segment. Although the government-owned BSNL dominates the segment in terms of subscriber base and market share, private players have registered a notable growth.
Each circle has a licenses Four operators per circle are allowed Licenses are saleable
5.7 Mobile telecom services provide an unprecedented growth opportunity for companies
Mobile services have led to a spectacular growth in the Indian telecom industry. Currently, 12 players are active in this segment. The total number of wireless subscribers escalated to 261.07 million at the end of March 2008, with a monthly addition of more than 6 million wireless subscribers. Despite the decreasing ARPU*, the minutes of usage is on a rise, which provides impetus to the mobile services growth in India. Despite a low teledensity of approximately 19 percent, India has the second highest minutes of usage per month. This offers huge growth opportunity to telecom companies.
The declining ARPU implies that India Inc. is tapping a large market at the bottom of the pyramid by reducing tariffs; thereby, enhancing affordability.
5.8 Number of mobile subscriber will propel the total subscriber base to 500 million by 2010
The telecom subscriber base has witnessed an explosive growth; the additions in the current year registered a growth of approximately 47 percent over the previous year. The subscriber base registered a CAGR of 40.4 percent
The state-owned BSNL was the second largest service provider after Bharti Airtel (23 percent) in the Indian wireless telecom market with a market share of approximately 19 percent for the year ending March 2008.
5.9 Various other services emerged by leveraging the telecom services industry:
Public Mobile Radio Trunked Services
PMRTS have not grown to their expected potential in India. The high licence fee leaves a very thin margin for services providers; thereby, inhibiting its growth. About 31,000 subscribers are currently availing this service in India from 12 different operators.
Radio Paging
In 1995, radio paging services emerged as a promising segment in India. However, this segment could not compete with cellular services in general and SMS technology in particular, and is currently shrinking. At present, only four radio paging service providers are present in the Indian market.
Fifth largest telecom network in the world; second largest among the emerging economies after China On an average, about 67 million new users added per month, making India the worlds fastest growing wireless services market Liberal Foreign Investment RegimeFDI limit increased from 49 percent to 74 percent; the rural telecom equipment market is also open to large investments Among the countries offering the highest rates of return on investment The large untapped potential in Indias rural markets1.9 percent teledensity in rural markets as compared to the national level of 18 percent Expected to become the second largest telecom market by 2010 The government promoting telecom manufacturing by providing tax sops and establishing telecom specific Special Economic Zones Fully repatriable dividend income and capital invested in telecom equipment manufacturing
5.12 Increasing mobile subscriber numbers and low level of teledensity offers large opportunities to Indian companies
The telecom subscriber base has witnessed an explosive growth; the additions in year 200-08 registered a growth of approximately 52 percent over the previous year. The subscriber base witnessed a CAGR of 42 percent during 200203 to 200708. The impressive growth in the subscriber base has resulted in a significant increase in teledensity. In 200708, India has a teledensity of 26.22 percent, as compared to year 2006-07 figure of 18.23 percent, signifying a growth of percent.
Even though the Indian telecom industry has exceeded a subscriber base of 200 million, its teledensity is only 18 percent. Thus, the Indian market provides telecom service providers with a large untapped potential due to the countrys increasing population and its low teledensity. The government has plans to raise teledensity to 4045 percent by 2010; thereby, offering greater growth opportunities for service providers.
5.13 Regulatory Framework provides level playing field for all operators
The Department of telecommunications (Government of India) is the main governing body for the industry. Telephone Regulatory Authority of India (TRAI) assists the Government of India (GoI) to take timely decisions and introduce new technologies in the country.
Reliance Communications Limited has sold a five percent equity share capital of its subsidiary Reliance Telecom Infrastructure Limited to international investors across the US, Europe and Asia. The deal was worth USD 337.5 million. Telekom Malaysia acquired a 49 percent stake in Spice Communications for USD 179 million. Maxis Communications acquired a 74 percent stake in Aircel for USD 1.08 billion. Ericsson to design, plan, deploy and manage Bharti Airtel network and facilitate their expansion in the rural areas, under a USD 2 billion contract.
GSM Services
Airtel Vodafone Idea TTSL
Reliance BSNL
BSNL
Opportunities To offer value added services on GSM, CDMA and IP Language independent services Mobile Marketing concepts Content influenced by local culture and Global success stories M-Commerce Unified messaging platforms Foreign investment in form of equity or technology
Infrastructure sharing offers the following advantages: Improved service quality Increased affordability for customers Faster roll out of services in rural and remote areas Significant reduction in initial set up costs Increased environmental aesthetics Lower operating costs for service providers Virtual Private Network is a private data network that provides connectivity within closed user groups via public telecommunication infrastructure. Competition is likely to heat up in the VPN segment as DoT has relaxed the norms for private players. Managed services is another segment that is attracting telecom companies. On account of the rapidly growing subscriber base, service providers find it difficult to manage their infrastructure and network management operations. In such cases, they completely or partially outsource their infrastructure or network management operations. Enterprise Telecom Services includes key services, such as voice over Internet protocol (VoIP), dedicated telecom communication systems, IT infrastructure enabled unified communication services, etc. Telecom service providers are increasingly targeting enterprises by providing dedicated services and is expected to witness major developments in near future. 3G Services The Indian government had auctioned the spectrum for 3G services by inviting bids from domestic as well as foreign players, and creating a competitive environment that offers better services to consumers in January 2008. Therefore, the 3G spectrum is among the major investment opportunities and growth drivers of the telecom industry. The immense potential for 3G is reflected by the 3040 percent annual growth in Value-Added Services. Cell phone manufacturers are striving to develop USD 100 priced 3G handsets for the Indian market. India expects to replicate its 2G growth in 3G services. MTNL has soft launched its 3G service and calls it MTNL 3G Jadoo. WiMAX has been one of the most significant developments in wireless communication in the recent past. Since this mode of communication provides network access in inaccessible locations at a speed of more than 4 Mbps, it is expected to be a major factor in driving telecom services in India, especially wireless services. Thus, it will lead to the increased use 30 Amity International Business School
of telecom services, Internet, value-added services and enterprise services. WiMAX is expected to accelerate economic growth and assist in providing better education, healthcare and entertainment services. It is estimated that India will have 13 million WiMAX subscribers by 2012. Aircel is the pioneer in WiMAX technology in India. The state-owned player, BSNL, aims to connect 74,000 villages through WiMAX. Bharti, Reliance and VSNL have acquired licenses in the 3.3GHz range to utilise the opportunities offered by this domain. Value Added Services(VAS) The VAS industry was worth USD 632 million in 200708. The industry is estimated to grow by 60 percent in 200809 and become an USD 1,011 million opportunity. The VAS industry is currently focussing on the entertainment sector, such as the Indian film industry and cricket; however, there is scope for growth in other avenues as utility-based services, such as location information and mobile transactions. Rural Telephony As the government targets to increase rural teledensity from the current 2 percent to 25 percent by 2012, rural telephony will require major investments. This segment will boost the demand for telecom services, equipment, Internet services and other value-added services; thereby, offering great market opportunities for telecom players.
6. COMPANY PROFILE
Undaunted, Dhirubhai managed to convince a large number of first-time retail investors to participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile IPO, promising them, in exchange for their trust, substantial return on their investments. It was to be the start of one of great stories of mutual respect and reciprocal gain in the Indian markets. Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of the greatest growth stories in corporate history anywhere in the world, and went on to become Indias largest private sector enterprise. Through out this amazing journey, Dhirubhai always kept the interests of the ordinary shareholder uppermost in mind, in the process making millionaires out of many of the initial investors in the Reliance stock, and creating one of the worlds largest shareholder families.
in history. He was deeply rooted in traditional Indian values, and at the same time, Dhirubhai possessed a very modern outlook - truly that of a 21st century person. His corporate philosophy was short, simple and incredibly effective: Think big. Think different. Think fast. Think ahead. Aim for the best. This was clearly reflected in his passion for mega-sized projects, as well as his fascination for cutting-edge technology and desire to always achieve the highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration for one and all. By practicing what he preached, he inspired and encouraged everyone to surpass the best in the world. Dhirubhai fully realised that true empowerment of the people is possible only through education. Being an effective communicator, he continued to inspire, guide, educate and motivate everyone through his communications. He was a firm believer in the power of information and communication, and how it can be utilised and turned to the advantage of one and all, by making time and distance irrelevant. He would always say that if a telephone call could be made cheaper than a postcard, it would transform every home, empower every Indian, remove every obstacle to opportunity and growth, and tear apart every barrier that divides Indian society. He was convinced that infocom could energise enterprises, drive governance, and render learning an interesting experience, apart from making life exciting. Keeping his conviction as our credo, Reliance Communications is committed to transform Dhirubhais dream into a reality.
6.5 Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leadingedge 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.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and has been centrally involved in every aspect of the company's management. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of: Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements: Conferred the CEO of the Year 2004 in the Platts Global Energy Awards Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004 Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001 Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999.
Customer experience and account management Customer experience management - Is covered under 3 extensively organised programmes: Program Management (for Customer Life Cycle Management), Tech Check (for complete health check of customer's network) and CNMS ( a tool which gives Network view tool for SLA based customers). Tech Check - Periodic sharing of customer specific/ circuit specific service uptimes, number of faults, action plan for repeat faults, advise on improving customers network infrastructure. 37 Amity International Business School
Managed Solutions - To enable you to focus on your core area, the service covers Monitoring & Alarm Management, Service Management, Fault Management, Configuration Management, Change Management, Performance Management and Network Engineering Service (Network Planning & Design, Network Optimisation, Network Migration Service & Network Implementation & Integration Service).
Innovative solutions Reliance has been always on the forefront of cutting edge technology and has been a pioneer in bringing products and services to its customers. Some of the unique firsts that came from us to India:Speed Select First time in India, an Internet consumer can select his bandwidth while surfing. OneOffice Duo - Indias first fixed mobile convergence solution, offering a nationwide VPN across Reliance Landline, Fixed Wireless and Reliance Mobile services. Tech Check Another first from Reliance, part of Reliances three pronged Customer Experience Management. It is done to check the complete health of the customers network. Aggregated Internet Optimal utilisation of bandwidth across multiple locations in a city is done by aggregating the bandwidth at one central location. Remote wireless based access to corporate VPN - Using a 3G1XCDMA wireless data solution, remote site users can access a secure VPN access without any exposure to Internet Smart PRI Introduced for the first time in India by Reliance, to provide better visibility and control to customer. It not only provides extension wise bill for each DID number but also eliminates the need for additional investment in PBX billing software and PC. Another first in India, use of Ethernet-based circuits eliminating the need for routers
Automated processes throughout the lifecycle of product. The systems and processes ensure uniform service experience across the country. Centralized NOC that monitors the services round the clock, ensuring proactive actions in the area of change management, performance management, fault notifications and resolutions and SLA monitoring.
6.10 Milestones
2009
RCOM launches pan India roll out of GSM Reliance Mobile and Microsoft to launch fourth edition of National Digital Elocution Contest(NDEC) in India RCOM ties up with Swanbaytech , UK to bring ad-funded videos on Reliance Mobile Phones Reliance Mobile launches GSM service in Delhi RCOM announces a record of five million news subscribers in January 2009 ICRA assigns LAAA rating to RCOMs NCD Program and enhanced Bank Lines; existing rating reaffirmed. RCOM ties up with FLYTXT, implements new mobile marketing platform
Reliance Communications launches Netconnect Broadband Plus- Indias fastest wireless internet service Reliance Communications announces adding a record of 3.3 million wireless customers in February 2009 Reliance Communications clocks 11.3 million subscribers in January- March 2009 Reliance Mobile to go LIVE with all ICC World Cup T 20 matches on R World VAS Deck RCOM shareholders approve scheme of arrangement of demerge of fiber optic division Reliance BIG TV expands channel bouquet with ten new channels Reliance BIG TV can get live in-stadia experience on interactive cricket RCOM Infrastructure & KRIBHCO forge rural marketing joint venture Reliance Mobile offers BlackBerry service for Rs. 299 per month Reliance Mobile in alliance with Aaj Tak to offer video news alerts. Alcatel Lucent, Reliance Communications Managed Network Services Joint Venture completes One year Reliance BIG TV launches iStock Indias first portfolio tracking service on a DTH platform Etisalat DB Telecom & Reliance Communications Announce A Long-Term Strategic Telecom Infrastructure Sharing Agreement Reliance Mobile in pact with US-based Gameloft for Paris Hiltons exclusive game Good Response to Five PG Certificate Programs Offered By Reliance World & XLRI Jamshedpur Reliance Communications Signs Strategic Tie-up With Kodiak Networks For Nationwide Roll-out Of Mobile Conferencing Service Reliance Mobile introduces Antakshari service on GSM & CDMA networks Reliance Mobile plans unique contest based on ICC Champions Trophy RCOM targets rural customers with new services & sachet pricing for mobile Internet access Department of Telecommunications allots 8055 series to Reliance Communications for Maharashtra & Goa Reliance Mobile launches BIGMaps on GSM Network Reliance Mobile introduces job-search service for blue-collar employment seekers Reliance Communications redefines Telecom Industry benchmarks Reliance Webstore signs strategic distribution agreement with Coolpad Communications Reliance Mobile offers personalized Call Manager service on GSM network Reliance Communications expands its Simply Reliance Initiative
2008
Reliance Communications receives start-up GSM Spectrum. Yahoo partners with Reliance Communications to provide Yahoo One Search for its CDMA and GSM customers. RCOM's Q 3 net profit increases by 48.5% and revenues up by 29.8 %. Remains the most profitable telecom company in India. Reliance Communications offers Lifetime Validity at Rs 199. RCOMs subsidiary Infratel files Draft Red Herring Prospectus with SEBI. Reliance Mobile strengthens its religious content portfolio on mobile by tie-up with Sadhana TV. RCOM in partnership with CanvasM, launches Mulitplayer Mobile Games. HDFC Bank ties up with RCOM, turns every Reliance Mobile into a credit card. Reliance Communications consolidates Global Telecom Business under Business Globalcom. Reliance Communications forays into International Mobile Market with GSM licence in Uganda. Reliance Communications drops prices of Internet data cards. Reliance Communications announces ESOPs for over 20,000 employees. Reliance Communications and HTC forge strategic alliance. Corporation Bank launches banking services on Reliance Mobile World. Reliance Communications forays into IT space, launches Reliance Technology Services Company. RCOM launches educational portal on Reliance Mobile phones. Reliance Globalcom unit Reliance Infocom BV, Netherlands acquires Global WiMAX Operator eWave World. Reliance Communications announces unlimited free STD calls. Reliance Globalcom launches Passport Global SIM. RCOM's net profit up by 70.8% to Rs 5,401 crore. Reliance Communications net profit up by 70.8% to Rs 5,401 crore (US$ 1,350 million), revenues higher by 31.8% to Rs.19, 068 crore (US$ 4,765 million) and EBIDTA increases by 43.3% to Rs.8, 199 crore (US$ 2049 million). Reliance Communications and Alcatel form joint venture to offer Managed Network Services to telcos across the globe. Reliance Globalcom acquires UK based VANCO Group Limited. Reliance Globalcom, Stealth Communications forge strategic alliance to extend VOIP Network across 50 countries. CA exam results on Reliance Mobile. Reliance Communications Mobile subscriber base crosses 50 Million. CA professional exam results on Reliance Mobile. Reliance Communications (RCOM) announces its financial results for the first quarter ended June 30, 2008. Net profit up by 23.9% to Rs. 1,512 crore (US$ 352 million). Reliance Communications Launches BIG TV DTH Service. Reliance Mobile World Brings Janmaashtami Celebrations. Reliance Mobile Launches Prepaid Blackberry Services in India. RCOM & BBC News Enter A Strategic Agreement For Mobile Content Reliance Mobile Brings Navratri & Durga Pooja Celebrations 41
RCOMs Festival Bonanza For Desktop & Laptop Computer Users Reliance Mobile Offers A Lifetime of Attractive Call Rates Reliance Mobile ICC ODI Womens Rankings Launched In Mumbai BIG TV Gains 500,000 Subscribers Within Two Months Of Launch To Emerge As The Fastest Growing DTH Players In India RCOM Joins Hands With Intel, Acer, Asus, HCL And Lenovo To Offer Free Laptop With Reliance Netconnect-Internet Data Cards. RCOM-HTC Corporation Launch HTC Touch Diamond CDMA In India RELIANCE MOBILE WORLD Launches JEEVANSATHI on MOBILESERVICE RCOM launches Quick Search service on Reliance Mobile World. Reliance BIG TV DTH Service clocks one million subscribers in 85 days. RCOM Ties Up with ZMQ to develop mobile games based on UNs themes. Reliance Mobile launches Text News Service in Nine Regional Languages. RCOM launches GSM service across India
2007
Reliance Communications adds a record 1.4 million subscribers in December 06. Reliance Communication launches unique "Simply 2030" plan on Reliance Hello. Reliance Communications promotes Roger Waters music concert. RCOM shareholders approve tower business demerger with a 99.99% overwhelming majority. Overwhelming response to Reliance Worlds national digital elocution competition. Reliance joins Lenovo and Intel for Internet on the Move. Reliance Communications market capitalisation tops Rs 1 lakh crore ( 1 trillion rupees or 24.39 billion US dollars) on Bombay Stock Exchange. Reliance Communications offers best value on roaming. Search jobs & classified ads from Reliance Mobile World - Reliance Communications ties up with Naukri.com. Reliance Communications ushers in Virtual Global Conference Network. DHIRUBHAI AMBANI THE MAN I KNEW By KOKILABEN Book on Founder Chairman launched. Reliance Communications launches Roam Jamaica on Reliance Mobile. Reliance Mobile launches ' Suno Zee. Demerger of Passive Infrastructure division Reliance Communications & Reliance Telecom approved by the Bombay High Court. Reliance World offers programme to help students Crack Admissions in Colleges Abroad. Govts Rural Telephone Scheme (RDEL)through Reliance Communications successfully closes by March 31,2007. Booking train ticket from Reliance Mobile Phones becomes more easy now with ITZ Cash Cards. Reliance Communications unleashes the power of mobile advertising. Reliance Communications acquires 1.2 million subscribers in March 2007. Sunny days and nights for Reliance Mobile subscribers as Reliance Communications ties up with SUN TV to offer video streaming of all SUN 42
TV programs online 24x7. Reliance World launches summer e-camp for school kids. RCOM first listed Indian telecom company to reward shareholders. A Classic Bonanza Reliance Communications unveils handsets @ Rs 777. RCOM bags West Bengal e-governance project. Reliance sets a new record, one million classic handsets sold in just one Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per minute. Reliance Communications launches Classic Colour Bonanza - Colour handsets @ Rs 1234. RCOM kick starts world's fastest and largest rural infrastructure rollout on World Telecom Day. Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499. RCOM slashes roaming rates by as much as 70 percent. Reliance Communications launches unlimited calling. RCOM hosts seminar on Emerging Trends in Mobile Applications Development. Reliance Communications adds 1.4 million new mobile subscribers in May2007. Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888. Reliance World, BIMTECH & Philadelphia University unveil executive program in retail management (EPRM). Reliance Communications ties up with Cisco to launch Business Internet Services for SMEs in Pune. Bengali movie Anuranan on Reliance Mobile World. RCOM and QUALCOMM Collaborate on CDMA2000 Expansion. Reliance Communications awards Alcatel-Lucent a Next-Gen network expansion contract. Reliance Communications awards Huawei all IP Next-Gen network expansion contract. RCOM announces sale of equity stake in its Tower Company-Reliance Telecom Infrastructure Limited. RCOM's AGM on Reliance Mobile World. Reliance Communications launches Passport Calling Solutions. RCOM join hands with Yatra.com for air and hotel bookings. RCOM offers 'Live Mandi Prices' on Reliance Mobile World. Reliance Communications , the official global partner for the first edition of ICC Twenty 20 World Cup Championship 2007 in South Africa unveils the coveted Trophy in Mumbai and announces Dhoni - Dhanadan Pack. Reliance Communications launches money transfer on Reliance Mobile phones. RCOM launches BlackBerry 8830 World Edition Smartphone. 'Bloomberg Professional' now on Reliance Mobile. Reliance Communications ties up with Sulekha.com to offer local search on Reliance Mobile World. Strategic partnership with Vanco. Reliance Communications announces Classic Celebrations- Classic Handset sales top 10 million- Colour Handset @ Rs.999. Reliance Communications to launch nationwide GSM Services under existing Unified Access Service Licences. Reliance Communications brings 'Durgotsav Live' videocast on mobile. Reliance Communications Launches 'Diwali Dhamaka'. 43
RCOM launches Rural Mobile Application Contest. Fair & Lovely Scholarship on Reliance Mobile World is winner at the MMA awards, USA. FLAG and GlassHouse ink landmark partnership. Reliance Communications adjudged Worlds Top CDMA Operator at the Global CDMA Industry Achievements Awards Fete. Reliance Communications completes Yipes acquisition. RCOM announces special offers for Christmas and New Year.
2006
Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance IndiaMobile prepaid users to call anywhere in India at Re one per minute. Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth. TIMES NOW launched on Reliance Mobile Phones, making it the worlds first TV channel to be launched on a mobile phone. Reliance Communications Ventures Ltd. (RCVL), India's leading integrated telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani group, lists on the Bombay Stock Exchange and National Stock Exchange. Reliance Infocomm introduces R World in Hindi to become the world's first operator to offer mobile data services in more than one language on the same handset. This will make it possible for millions of Indians to access the popular R World with hundreds of every-day-use applications in the national language. Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance Communications Ventures Ltd. Reliance Infocomm becomes Indias first telecom operator to launch seamless interstandard international roaming service - 1World.1Number, with single number on international CDMA and GSM networks. Reliance Communications launches Indias first Talking Message Service (TMS) enabling its mobile users to send voice messages to not only other mobiles but also fixed wireless phones (FWP) and landlines. Reliance Communications ties up with Disney to offer on Reliance Mobile World India's first 3D animation on mobile. Reliance Communications launches 'Hello Capital Plan' to enable its subscribers in 19 state capitals to call each other at the local call rate of 40 paise per minute. Reliance Communications slashes ILD rates by up to 66%. T-Com signs contract with FLAG Telecom for Europe-US bandwidth. Union Communications & IT Minister Thiru Dayanidhi Maran inaugurates Reliance Communications FALCON Cable System. Reliance Communications launches Free Group Term Life Cover for its CDMA subscribers. Reliance Communications FLAG Telecom announces FLAG Next Gen to cover 60 countries.
2005
Reliance introduces first e-recharge facility in CDMA in India. Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65 crore Indians by December 2005. Anil Ambani appointed Chairman of Reliance Infocomm. Air Deccan and Reliance WebWorld join hands to offer air ticket booking facility at Reliance WebWorld . XLRI's Post-Graduate Certificate programme in Logistics Supply Chain Management (PGCLSCM) launched on Reliance WebWorld's virtual classroom platform. first of its kind e-learning programme in India. Reliance Infocomm rolls out international roaming facility across several countries to become the first Indian CDMA operator to offer its customers such a service. Reliance Infocomm tied-up with the Bombay Stock Exchange to make available live stock quotes on its mobile phones. Reliance Communications, UK launched Reliance IndiaCall service in England and Wales enabling callers to make high-quality calls to India from any landline or mobile phone at economical rates. Apollo Hospital and Reliance Infocomm join hands to provide top class healthcare service to millions of Indians in over a hundred Indian cities. Reliance WebWorld wins Frost & Sullivan Market Leadership Award for Video Conferencing services. Reliance Infocomm hosts the 4th global CDMA Operators Summit. Reliance Infocomm joins hands with Indian Airlines to offer India's first mobile booking of domestic airline ticket. Reliance Infocomm introduces MOREbile, redefines customer rewarding with 33 % more talk time on prepaid recharges of Rs 315 denomination and above and much more. Reliance Infocomm and China Telecom sign agreement for telecom services to provide direct telecommunication service, including a global hubbing service, to subscribers in the two countries.
2004
International wholesale telecommunications service provider, FLAG Telecom amalgamates with Reliance Gateway, a wholly owned subsidiary of Reliance Infocomm Launches RIM Prepaid with attractive offer - For Rs 3500 get a Motorola C131 mobile phone and Rs 3240 worth of re- charge vouchers instantly and stay connected for 1 year. Reliance subsidiary Flag Telecom announces FALCON Project - a major new Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong Kong via India. Reliance Infocomm launches multi-player gaming on RIM handsets - a first in India. Reliance IndiaMobile introduces International Roaming facility to 172 countries, 300 networks. 45
Reliance Infocomm introduces first ever auction facility on Mobile phones through R World. Reliance Infocomm receives the Most Promising Service Provider of the Year 2003 (Asia Pacific) award at the Asia Pacific Technology Awards instituted by Frost & Sullivan. Reliance Infocomm introduces World Card - a Prepaid International calling card for affordable and convenient ISD calls from India. Announces India's First MPLS Global VPN Solution in partnership with MCI. Launches the first regional customer contact centre in Chennai. Mukesh D. Ambani, Chairman, Reliance Infocomm, receives Voice & Data Telecom Man of the Year award. Introduces railway ticket booking from R World data applications suite of Reliance IndiaMobile. Mukesh Ambani voted the worlds most influential telecom person by UK-based publication Total Telecom. Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry Achievement Award for International Leadership.
2003
Introduces Dhirubhai Ambani pioneer offer for Reliance IndiaMobile service. Launches Reliance WebWorld in top 16 cities. Launches International Long Distance Services. Commissions all backbone rings. Introduces colour handsets. Launches Reliance IndiaMobile Service commercially in top 92 cities with one million customers. Launches India's first wireless Point of Sale (POS). Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection for just Rs 501. Sets world record - acquires one million customers in 10 days. Launches R Connect Internet connection cable. Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal. "Navratri" a data service in R-World posts a world record of 10 million downloads on the first day of the launch. R World clocks a phenomenal 1 billion hits in 1 month. Launches integrated broadband centre at Reliance WebWorld, Bangalore. Deploys pilot of Home Netway in Mumbai. Reliance becomes India's largest mobile service provider within 7 months of commercial launch. Customer base touches 5 million. Migrates to Unified License Regime. Launches national roaming. Launches international SMS to 159 countries. Adds 4500th Contact Centre Executive.
Contact Centre becomes the largest such facility deployed by any single Indian Service Provider 2002
First Base Transceiver Station (BTS) made Ready for Electronics. Obtains international long distance licence from Govt. of India. Commissions 1st Optic Fibre backbone ring. Establishes 1st Point of Interconnect (POI) in New Delhi. Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance Infocomm Hon'ble Union Minister for Parliamentary Affairs, Information Technology and Communications, Pramod Mahajan, inaugurates NNOC.
2001
2000
Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra.
1999
The Dream: "Make a phone call cheaper than a postcard and you will usher in a revolutionary transformation in the lives of millions of Indians" - Dhirubhai Ambani The Reality: Reliance Infocomm begins project planning.
Features Call Management - You can keep an ongoing call on hold or transfer it as you wish. For
better call management you can also forward your incoming calls to any Reliance number or to the Voice Mail Service:
Call Forward on Busy Call Forward on No reply Forward all incoming calls
Voice Mail Voice mailbox for every user - with an option to personalize the welcome
greeting. And you can access your voice mail even when you are not in the office.
Absentee Subscriber Service - If you are out of office, this facility will play a pre
recorded message to indicate that you are not present on your desk - & give the reason for the absence as chosen by you.
10-party conference - Conferencing is not limited to 3 or 5 parties anymore. Up to 10party conferencing is possible with the Reliance SmartOffice.
PC based Attendant Console - You can also opt for a PC based Attendant console to
receive the calls coming on your Board number.
All this comes with the Superior Reliance Phone experience NextGen Caller ID - The Reliance FLP displays the name of waiting caller (for calls
coming from outside the SmartOffice group) during an ongoing conversation. If the name of the caller is not stored in the phonebook, then it displays the caller's number. 48 Amity International Business School
SpeakerPhone Lets you talk and work during a phone call. Also two or more people can
talk simultaneously.
Mobile Phone Features - Phone Book, Call History, Dial back from Caller ID, Missed
Calls, etc are easy to use phone features now available on a landline.
Digital quality
You can enjoy the benefits of digital voice quality, that's clear and distortion-free. Moreover, a digital service means that your line is tamper proof and hence unauthorised people cannot tap it.
3. OneOffice Duo
Converged Voice Solution: Reliance OneOffice Duo offers a nationwide VPN across Reliance Landline, Fixed wireless and Reliance Mobile services. Benefits include:
OneOffice Experience - Users across the country experience as if they work at One Office, as in case of a IP communications solution One Bill - A single bill for the OneOffice Duo VPN helps in reducing overhead costs associated with multiple bill payments and provides visibility of spend on total inter-office calls. Enterprises can avail bulk spend benefits and preferential rates for both Short Digit Dialing (SDD) & Long Digit Dialing (LDD) calls One Number - Same short digit number with a different prefix works across landline and Mobile. Moreover, this short digit number can remain unchanged even if the Reliance Landline or Mobile number changes ensuring SDD number portability
Free of Capex
Save on large capex required for networking voice across offices. Eliminate separate investment in PBX/IP communication solution for setting up voice VPN.
Administration Convenience
An online self- service portal allows enterprise administrators to manage the OneOffice Duo VPN for addition, deletion or modification of VPN member service profiles. Offers unified and integrated administration as against the distributed administration today, thus reducing the overhead cost and bringing in standardization.
4. Audio Conferencing
Enterprise are going global. A given task needs skill sets that are not available at one place and in one company. Travel is expensive, time consuming and tiring. Collaboration across time zones has become a necessity. No matter what type of meeting an enterprise needs to hold,Reliance's Audio Conferencing Service offers you a plethora of features supported by expert service from our conference managers.From having to access an instant anytime conference to working with our knowledgeable staff who help you conduct a global investor relations call, you can count on our feature rich audio conferencing solutions.
Separate access codes for chairperson & participant - Ensures exclusive rights
to the chairperson to control the conference using commands like conference lock, lecture mode among others. This feature also helps maintain safety & security of conferences and allows the chairperson to change passwords as well.
Conference Lock To prevent the admission of new or unknown participants; a chairperson can lock the conference. Lecture Mode Giving training or addressing all participants is very easy now! With a
simple command the chairperson can mute all participants & get into a lecture mode..
No conference without chairperson The conference will start only when the
chairperson joins alternatively you can opt for the quick start feature which enables you to start the conference with out the chairperson.
Encore Enterprises can digitally record or edit conferences and access them anytime in
future through a simple dial in just like a conference call.
Question & Answer How does one address a situation wherein participants ask
questions simultaneously to the chairperson? Our experienced operators facilitate these questions in a sequence to the chairperson and these questions and answers are heard by all in the conference.
Polling Conducting an opinion poll for e.g. taking feedback of a recently launched
product is very easy now. DTMF commands available to participants make this happen online & results are made available immediately Other Features Call transcription Custom scripting Participant Report Operator Monitoring Throughout
Walk Through Do a complete dress rehearsal of the conference along with the custom
script well before the actual event.
Sub Conference Allow Senior Management to strategies thoughts well before the main
conference call.
Reliance Communications introduces Reliance Toll Free Service (RTF) for your needs in two flavors: Toll-Free Service (1-800): A single, nation-wide number to enable customers to reach you free of cost. Local Call Service (1-860): A single, nation-wide number to enable customers to reach you at local call rates.
Processing (network)
With the state of art IN platform deployed serves all the business critical needs of enterprise like near 100% uptime, fully scalable & completely tailorable solution.
Carriage (Core)
Reliance Global Network Route-diverse global path Riding on FLAG and Falcon networks High-capacity under-sea fiber backbone Reliance NLD network NLD network with intelligent multi-cut-not-out protection NLD network offers unparalleled high-cap scalability advantage
7. Unified Communications One Stop shop as all the building blocks Network Connectivity, voice
connectivity and hosted Unified service apart from all other telecom services Pay as you grow. You need not invest up-front in new technologies and infrastructure. The model allows you to start small and scale up as per your needs Application hosted in the most secured and reliable data centre environment providing you peace of mind No specialized skills needed as application offered on hosted mode. RCOM manages the platform Predictable and controlled costs
Reliance Wirefree Broadband is now available in the following major Indian cities viz. Ahmedabad, Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai, Pune, Surat, Vadodara.
Growth Unlimited
Our service is highly scalable, allowing bandwidths from 64 kbps to 100 Mbps without making any change in the last mile copper. For enterprise customers, we also offer the option of Metro Ethernet as the last mile port, substantially decreasing the capex cost of high bandwidth circuits.
2. Leased Line
Enterprises use Leased Lines to interconnect their important nodal centres such as primary data centre, back up site, call centre and regional hubs. Hence circuit uptime and scalabilityon-demand becomes most important. Leased Line is the oldest and most basic data connectivity service but is still popular among Enterprises. Reliance Leased Line service suite not only provides the traditional version of leased line but also some of the more advanced flavours that are required by enterprises for different business applications.
The advanced flavours of Leased Lines include, The High-Availability Leased Line variant that is suitable for business critical application. It is built on HDX-a new multi-path restoration technology. The over-the-wire upgradable Ethernet Leased Line suitable for inter-node connectivity that is expected to require regular bandwidth scaling. The virtual fibre or dedicated lambda (wavelength) variant suitable for DR implementation requiring synchronous mirroring capabilities.
4. IPLC
A Reliance international private line is a dedicated, leased point-to-point digital circuit for the bulk transport of data, voice and video. It allows simultaneous two-way transmissions of digital signals at speeds ranging from 64 Kbps to 155 Mbps.
Product variants Half circuit: In partnership with Reliance Communications Inc. Full circuit: End-to-End connectivity in partnership with all major international carriers. A
full circuit, it has one point in India and other point in a foreign country.
Reliance Globalcom: The leader in global business communications Reliance Globalcom, a division of Reliance Communications, spearheads the Global
Telecom operations of India's largest Integrated Telecom Service Provider. Reliance Globalcom brings together the synergies of Reliance Communications Global Business encompassing Enterprise Services, Capacity Sales, Managed Services and a highly successful 58 Amity International Business School
bouquet of Retail products & services comprising of Global Voice, Internet Solutions and Value Added Services. The company serves over 1400 enterprises, 200 carriers and 2 million retail customers in 163 countries across 6 continents. Reliance Globalcom owns the worlds largest private undersea cable system spanning 65,000 kms seamlessly integrated with Reliance Communications over 110,000 kms of domestic optic fiber provides a robust Global Service Delivery Platform connecting 40 key business markets in India, the Middle East, Asia, Europe, and the U.S. With its recent acquisition of eWave World, a pioneer in the global Wimax space, Reliance Globalcom has the capability to launch 4G services in over 50 countries. It has also acquired Vanco Group, enabling the company to provide managed services to over 230 countries and territories across the globe. (www.relianceglobalcom.com)
The CIOs role has become more important than before, to induct new technology and IT systems that are inevitable for achieving the business goals of reducing cost, reducing time to market new products, serving more customers and increasing productivity. It is equally important for the CIO to reach out the benefits of IT automation to every site and office of the enterprise regardless of geography and on a 24x7 basis.
that is available at all places where his company does business supports the bandwidth required by IT applications can scale in bandwidth and coverage with the growing business demands 59
can extend to remote workers, distributors, biz partners or even customers homes of senior executives is available 24x7 with near 100% uptime has provisions for disaster recovery is consistent in performance with an online visibility of the same has options of managed services and is backed up by SLAs
In the past CIOs were required to build and manage such networks all by themselves, dealing with several vendors and service providers and were literally forced to run a mini telecom company. CIOs today however, can outsource the building and running of such networks and stay focused on their core IT responsibilities.
CHALLENGES
FACED
BY
THE
Apart from facing competition, the major issue the organization is facing is Customer Assurance, i.e. Customer acquiring and retention. This is because enterprise customers need 100% uptime on their internet, leased lines and other services. Even if they face a downtime of 15 minutes, can my lose business, suffer from loss as this could act as a hurdle in their process instead of complementing their business. So, if customers face these kinds of issues with Reliance Communications, they tend to switch to other service providers. Following are the few practical issues our Service Assurance Team faced during my course of summer training: Problem: Links to be shifted. So, link would be down while shifting. The customer doesnt want his business to suffer during this downtime. So, he wants the Reliance Team to shift his link during odd hours, i.e. between 10:30 pm to 1:30 am. Engineer says that no team is available at night odd hours, the site is not local and is around 45 kms far. Solution: The customer is big. He gives a reasonable amount of revenue to Reliance Communications. So, our team will have to arrange and compel our engineer and technical team to get the job done anyhow. Problem: There was a PAN India Internet server down on 23rd June 2010, around 4:00 pm for 15 minutes due to multiple fibre-cut. All customers got impatient and stated calling Customer Care, NOC(Network Operations Center) Solution: Our Service Assurance Team had to co-ordinate with NOC, Customer care and customer by acting as an intermediary as the customer has already filed a complaint and no action has further been taken. Sometimes, when a new link is delivered, the enterprise customer wishes to get the billing process started from next month or after a certain period of time. This is because he wishes to try the service before he actually agrees to pay for it. Solution: Enterprise customers are different from customers with personal plans, residential customers. As they give a high and long-term revenue to the company, so they are often been provided with such privileges. On the other hand, a non-enterprise customer may never avail such offers.
A link was down for customers new location. But, by mistake, the customer lodged a complaint for service in old location. The engineer and his team made a visit and 62
came to know that the location is different. Solution: A call to customer was made, and address of new location was taken. This was communicated to the engineer over the phone. He could not take his team to new location as he needs to follow a proper process. So, for this, a fresh new ticket was issued with customers consent to proceed with.
8. DATA COLLECTION
8.1 Primary Data is data that a researcher collects on his/her own for a specific purpose.
Data that has already been collected by other researchers for another purpose is called secondary data. There are different sources for data collection; Documentation, Archival records, Interviews, Direct Observations & Participant observation. All of these sources of evidence have both strengths and weaknesses, but none is considered superior to the other. Therefore it is recommended to use several of them while a good research should thereby include as many sources as possible. Documentation: Documentary information includes written reports from events and communication, administrative documents (proposals, progress reports, and internal documents), formal studies/evaluations of the site under investigation, and articles from mass media. Archival Records: Organizational records, maps and charts, lists of names, survey data previous collected and personal records such as diaries and calendars. Interviews and questioner: There are different forms of interviews, such as open-ended interview, focused interview, and survey. Direct Observation: Visits to the case study site which enables direct observations, through attending at meetings, in classrooms, or by visiting the factory. Participant Observation: A special mode of observation where the observer can participate in events being studied, such as being a resident in a neighborhood being studied. In this study we have chosen to collect material form both primary and secondary data.
8.2 Secondary Data was collected and used form archival records, organizations
information, Books, Academic Journals, Businesses Magazines, internet Publications, general comments of general managers, customers relationship departments, and consultants in guest experience management and advising from different journals. Our primary data was collected via interviews and questioners. A lot of necessary data (CRM solutions and requirements) has been collected during the interviews preformed. Our questionnaire was divided into 5 categories. These categories are Billing, Sales, Delivery, After-sales, and overall. The questionnaire (as a tool for collecting data) was sent to the customers through emails and sms. 65 Amity International Business School
9. ANALYSIS OF QUESTIONNAIRE
Billing (in %)
Ease in Upgradation/Downgradation of Plans
Accurate Bills
Billing (%)
Timely Bills
10
20
30
40
50
60
70
80
On the basis of above graph, we can conclude that around 55% of customers are satisfied with the billing process.
9.2 Delivery
Graph showing customer satisfaction in terms of Delivery process.
Delivery (in %)
Approach to quality management Delivery on time Products & services regarding quality and performance Satisfaction with quality of installation Ease in getting links shifted Commitment in Delivery 0 10 20 30 40 50 60 70 Delivery (%)
Here, it can be conclude that more than 60% of customers are satisfied with delivery process.
9.3 Sales
Graph showing customer satisfaction in terms of Sales process.
Sales (in %)
Professionalism Responsiveness Current and updated information Clarity in explaining plans, tarrifs Clarity in terms and conditions Timely response to queries/doubts 0 10 20 30 40 50 60 70 Sales (%)
On the basis of above graph, we can conclude that around 63% of customers are satisfied with the sales process.
9.4 After-sales
Graph showing customer satisfaction in terms of After-Sales department.
After-sales/Assurance (in %)
Competitiveness of products
After-sales/Assurance (%)
62
64
66
68
70
Here, it can be conclude that around 68% of customers are satisfied with after-sales.
On the basis of above graph, we can conclude that around 66% of customers are satisfied with reliance communications.
10. REFLECTIONS ON WHAT HAS BEEN LEARNED DURING THE PLACEMENT EXPERIENCE
10.0 REFLECTIONS ON WHAT HAS BEEN LEARNED DURING THE PLACEMENT EXPERIENCE
Reflections on what has been learned during the placement experience Maintaining healthy relationship with customers will lead to more business. Take complete ownership of the customer for all his issues. Always be proactive in providing updates to the customer queries and issues. A customer bringing good amount of revenue must be prioritized. Customer is King and Customer is God. Unlike residential customers, corporate customers are given much more attention and priority as they require 100% uptime. Taking care of customers demands, needs are considered as a good sign of maintaining healthy relationship.
11. RECOMMENDATIONS
11.0 RECOMMENDATIONS
Though Reliance Communications is leading India in a very innovative way, but on my part, I would recommend the following to the company:
1. Have a harmony between Customer Assurance Department, Customer Care, NOC(Network Operations Center, and the Customer. 2. Fasten the process of Issuing Tickets against any faults. 3. Make sure that there is a timely follow-up for each ticket issued. 4. Even after closing of a Ticket, contacting the customer personally and making sure that he is receiving the expected service. 5. More priority should be given to After-sales department over sales and delivery department as retaining old customers is more crucial for the company. 6. The accuracy of Billing should be given more attention. As any minor errors in billing can lead to huge loss by the company or loss of precious customers.
12. BIBLIOGRAPHY
12.0 BIBLIOGRAPHY
Websites:
Reliance Communications: http://www.rcom.co.in TRAI - Telecom Regulatory Authority of India: http://www.trai.gov.in DoT Department of Telecom: http://www.dot.gov.in/
Internal Sources:
13. ANNEXURE
13.0 ANNEXURE
13.1 Questionnaire:
Billing Issues Do you get Bills on time? * 1 2 3 Least Likely Do you get Inflated Bills? * 1 2 3 Least Likely 4 5 Most Likely
5 Most Likely
Most Likely
Delivery Do you face false commitment issues on Delivery? * 1 2 3 4 5 Least Likely Most Likely
Do you face difficulty in getting the Links shifted? * 1 2 3 4 5 Least Likely Most Likely
Are you satisfied with the quality of installation (cables, setup, neatness)? * 1 2 3 4 5 Least Likely Most Likely
How do you rate our products and services and did they meet your needs and expectations regarding quality and performance? * 1 2 3 4 5 Less More
How do you rate our delivery on time performance and our commitment to meet your delivery expectations? * 1 2 3 4 5 Less More
How do your rate our approach to quality management to ensure complete customer satisfaction? * 1 2 3 4 5 Less More
Sales Does sales team take time to respond to your queries/doubts? * 1 2 3 4 5 Least Likely Most Likely
Are you provided with all the terms and conditions clearly? * 1 2 3 4 5
Least Likely
Most Likely
Is our sales person able to explain the plans, tariffs clearly? * 1 2 3 4 5 Least Likely Most Likely
Are you provided with the current and updated information? * 1 2 3 4 5 Least Likely Most Likely
Do you think Reliance Communications is aggressive in selling plans? * 1 2 3 4 5 Least Likely Most Likely
How do you rate our responsiveness in dealing with you? * 1 2 3 4 5 Less More
How do you rate our professionalism in dealing with you? * 1 2 3 4 5 Less More
In your most recent customer service experience, how did you contact the representative?*
After-Sales Support/Assurance Are you satisfied with the security and privacy of data and voice provided by Reliance? * 1 2 3 4 5 Least Likely Most Likely
Once a year Once a month Once a week More than once a week Did our representative *(Select all that apply)
Quickly identify the problem Appear knowledgeable and competent Help you understand the cause and solution to the problem Handle issues with courtesy and professionalism Other: About how long did it take to get this problem resolved? *
Immediate Resolution Less than a day Between 2 and 3 days Between 3 and 5 days More than a week The problem is still not resolved How many times did you have to contact service before the problem was corrected? *
Once Twice Three times More than three times If you received any technical support, how do you rate the technical competence of our engineers and their response time? * 1 2 3 4 5 Less More
Less
More
Over the next 12 months, how likely are you to replace your (product) with another (product or brand)? *
Overall experience with R Com. Satisfaction with Reliance * 1 2 3 Least Likely Making you comfortable * 1 2 3 Least Likely 4 5 Most Likely
5 Most Likely
Yes No Who are your most preferred service providers? *(top 3, and why?)
Do you recommend Reliance Service to any of your clients or partners(optional) 1 2 3 4 5 Least Likely Most Likely
Do you find Reliance Communication Services Innovative and Competitive? * 1 2 3 4 5 Least Likely Most Likely
Data Voice Equal in Both About how long did you have to wait before speaking to a representative? *
I was taken care of immediately Within 3 months 3-5 minutes 5-10 minutes More than 10 minutes Overall, how satisfied are you with the Customer Service Experience? *
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied The customer service representative is very courteous. * 1 2 3 4 5 Least Likely Working as a team to best satisfy you * 1 2 3 4 5 Least Likely Most Likely Most Likely
Project: New Site Deployment at Noida, due to Location Shifting of RT Outsourcing, from
Delhi Okhla Location to Noida Location.
Timeline: 2 Months
Project Overview
Installation of 8 PRI Lines, for Call Centre, Inbound and Out Bound Calling Internet Link for Data Hosting and Internal Net Surfing Lease Lines and VPN for Connectivity between Other Offices. 400 Centrex Lines for Company Staff
Project Kick off: Meeting Held with Stake holders, Program Manager, Sales Team and
RT Project Team. Timelines were fixed, Feasibility was shared, with Scope of work. Detailed Site Survey was done, for Inbuilding Fibre Route, Outside Fibre Route, Location Finalization, for Equipment Installation at Site.
Project Updates Week 1: Project Updates were Sent to the Customer, with Service Order Details Details Furnished, with RCOM Responsibilities and Customer Responsibilities. Requirements were Captured in Excel Format and shared with Customer and all Stake Holders
Week 5
Links were Provisioned and 24 Hrs Testing was done for Stability Checking. Post Stability Test, Reports were Shared with RT Project Team, for Link Handover.
Week 6
Meeting was held between all Stake Holders for Fixing the Migration Schedule. All Servers were to be Shifted and Migrated from Delhi to Noida All Phone Lines were to be Checked, Desk to Desk Cabling was to be Checked. Toll Free Nos, used for Different Outsourced Process were to be Mapped and Tested. 2 Days Mapping and Shifting Program Chart was made, all stake holders were informed. As this Shifting required Downtime of Existing Services for Migration, Weekend was chosen, to complete the migration activity. 88 Amity International Business School
Week 6 Links were Tested, Server Migration was done All Toll Free Nos were Mapped, RT IT Team, tested the Mapping with Test Calls. STD and ISD and VAS were Activated as per the Request shared by RT Team After 2 Days of Testing the Handover of Links we done All Links were put in production, RCOM Team, did NOC Handover of the Links for Further Support.
Customer was Satisfied and Happy with Smooth Shifting at the New Branch Office. Challenges:
Coordination Between RT and RCOM Team, for meeting timelines and Customer Expectations Location Finalization for Equipment Installation InBuilding Fibre Route Completion ROW Permission from Noida Authority
Learnings
Proper Stake holders were Defined, with their Scope of Work Permission Issues and Fibre Routes were discussed at Site Survey and Proper Construction Drawing and Scope of Work was signed off by Customer. Regular, Site Visits by team, and Customer Updates were done, thus to avoid and lags in work completion. All Activities were well Planned, with Defined stake holders and their Scope, thus to make sure no confusion arises. With Better Coordination and Customer Updation, Smoth Transition was completed.
Reliance Communications
My industry guide is very understanding, practical and goaloriented person. He knows how to get the tasks done and get success in his platter. In other words, he has all the qualities of an efficient manager.