Project on Vodafone Lmt.

7/31/2019 Project on Vodafone Lmt.

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A

Project report on

Marketing with Customer Grievance Handling forVodafone postpaid connection

of

Submitted by

Amit Kumar MajumdarRoll no-15

MBA(G) 4

TH

SEM

Of

BHARTI VIDYAPEETH UNIVERSITY(IMED)

Guided by

Mr. MD Kakade

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BHARTI VIDYAPEETH UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT AND ENTREPRENUERSHIP DEVELOPMENT, PAUD ROAD,

ERANDWANE

PUNE-38

CERTIFICATE OF COMPLETION

This is to certify that Mr. .AMIT KUMAR MAJUMDAR is

a bonafide student of MBA program of the

university in this institute for the year 2009-11 . As

a part of the University curriculum, the student has

completed the project report titled MARKETING

WITH CUSTOMER GRIEVANCE HANDLING FOR

VODAFONE POSTPAID CONNECTION

.The project report is prepared by the student under theguidance of Prof. MD.KAKADE

(Teacher Guide) Program Co-ordinatorDirector

Date :Plac

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Project Report On

Marketing with Customer Grievance

handling for Vodafone Postpaid

connection

MBA(G)(2009-2011)Pune.

Submitted byAMIT KUMAR MAJUMDAR

DECLARATION

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I Amit kumar Majumdar, here by declare that the winter project

work entitled Marketing Potential with customer grievance

handling for A Vodafone Essar Cellular ltd.. Is a result of my

own work & my indebtedness to other work/publication, if any,

have been duly acknowledged.

Amit kumar majumdar

Date:

Place: Pune

PREFACE

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The MBA(g) programme is well structured and integrated course ofbusiness studies. The main objective of practical training at MBA(g)level is to develop skill in student by supplement to the theoreticalstudy of business management in general. Industrial training helps to

gain real life knowledge about the industrial environment and businesspractices. The MBA(g) programme provides student with afundamental knowledge of business and organizational functions andactivities, as well as an exposure to strategic thinking of management.

In every professional course, training is an important factor. Professorsgive us theoretical knowledge of various subjects in the college but weare practically exposed of such subjects when we get the training in theorganization. It is only the training through which I come to know that

what an industry is and how it works. I can learn about variousdepartmental operations being performed in the industry, which would,in return, help me in the future when I will enter the practical field.

During this whole training I got a lot of experience and came to knowabout the management practices in real that how it differs from those oftheoretical knowledge and the practically in the real life.

In todays globalize world, where cutthroat competition is prevailing in

the market, theoretical knowledge is not sufficient. Beside this oneneed to have practical knowledge, which would help an individual inhis/her carrier activities and it is true that Experience is the bestteacher.

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CONTENTS

7

1. Executive Summary 9-13

2. Company Profile 14-29

3. Product Profile 30-33

4. Research Methodology 34-36

5. Data Analysis and interpretation 37-53

6. Observations & Findings 54

7. Limitation 55

8. Conclusion 56

9. Recommendation 57

References

10. Annexure 58-63

11. Bibliography 64-65


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ACKNOWLEGMENT

At the very beginning I would like to express my gratitude and

sincere thanks to provide me an opportunity to undertake a uniqueproject under able guidance of MANISH SARADA, CSM VODAFONEESSAR CELLULER LTD. and taking time of his busy schedule forgiving tips on working process. He help me a lot in various field such asconsumer behavior, respondent towards customer grievances. He guided me,how to reach and approach to the customer.This esteemed organization provided me with an opportunity to observe firsthand information of management. I am indebted to all executive andemployees of Vodafone

I am highly grateful of MRs. Hema mirzi and Mr. Manish Sarada(Industry Guide) to show me the path to complete this daunting task and

providing valuable tips to make this project better one.

I would be thankful to CO. FOUNDER SECRETARY SHILPAKULKARNI to go through experience of corporate world by mean ofwinter training.

Last but not the least I am grateful to all the persons who have helped me

directly or indirectly in obtaining the information required for the project.

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Introduction:-

I have done the project on MARKET POTENTIAL FOR POSTPAIDCUG (GROUP PLAN AS WELL AS INDIVIDUAL PLAN)CONNECTIONS IN RETAIL SHOPS, COMPANIES ANDINDIVIDUALS SHOPS in Pune from the telecom company Vodafone.The main objective of working in this project is

Primary objective:-

To analyze the market potential of post paid connection in Retail shops,companies and individual customers.

To find out awareness of customer about post paid connection.

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To analyze the Retailers, companies and individual expectation andexperiences from post paid connection.

Secondary objective:-

To analyze the current situation of Telecom companies in differentsegment(Retail shops, companies and individual level).

To set up brand image of Vodafone.

To know about market movement

DATA COLLECTION

For developing the research the data was collected through

1- Primary data

2-Secondary data

Primary data: - It is the first hand data which is collected from the field it isknown as raw data.

The primary data I have collected by the interaction which I had done at thebeginning of my project and at the last 15 days by filling the questionnairewith the customer.

Secondary data: - As the name specified is second hand data which hasbeen earlier published in the magazines, news paper and web sites thesecalled secondary data.

I have found the secondary data through internet and news paper.

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Research Instrument:- The research instrument which I have chosen isquestionnaire (face to face) method.

Sampling Plan:-

Sampling size: 100 retail shops,20 companies and many sole proprietors.

Sample universe: All retail shops in Pimpri, Chinchwad, Sangvi andBhosari area in pune.

Sample frame: I took 100 retailers, 20 companies and many soleproprietors as sample frame.

Observations Findings:-

During period of selling I found most of the customers were not willing tobuy post paid connections.

Most of the retailers and companies were not using C.U.G. (calling undergroup) but even if they didnt want to avail new services.

They were not aware about benefits of post paid connection.

It is also observed that most of the retailers and companies are not satisfiedwith there existing plans but even that they dont want to buy newconnection.

It was also observed that awareness level of Vodafone is lesser among thecustomer as compare to Idea, Airtel, Reliance, Tata Indicom.

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Conclusion:-

Company is doing lot of promotion to set up the brand image of Vodafone.

Customers are fussier about the plans.

Vodafone mostly target the businessman or the group connection as compareto individual connection but now a days they are forcing and focusingtowards individual connection.

Company has very less market share in retail shops in respect ofconnections.

Limitation:-

There was some limitation during my project,

My survey was limited to Pimpri and Chinchwad, Bhosari area only.

While filling the questionnaire most of the retailers and companies didntentertain us for filling the questionnaire.

I found lack of time to completing the survey.

Respondents gave very biased answer & not have enough time to spare withme.

Respondent were also not willing to give answer of some questions.

Companies happen to be little hesitant in disclosing their detail aboutactivation, monthly usage and call rates.

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Recommendation:-

From the study I have conducted and knowledge I have acquired from it, Irecommend following improvements.

1-Company should improve there internal management that will give themmore loyal customer.

2-Company should focus more attention on retail shops because companyhas very less market share in this segment as it is at product developmentstage.

3-Company should bring some more promotional activities to get newcustomers as well as to create awareness in the memory of individual.

4-Management trainee must give enough time so that they can aware aboutcompany.

5-Company must provide different type plans for different segmentation.

6-Company should try to reduce the time period for activation.

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History of Vodafone

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Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Thenknown as Racal Telecom Limited, approximately 20% of the company'scapital was offered to the public in October 1988. It was fully demergedfrom Racal Electronics Plc and became an independent company inSeptember 1991, at which time it changed its name to Vodafone Group Plc.

Overview

2007

Vodafone agrees to acquire Tele2 Italia SpA and Tele2 TelecommunicationServices SLU from Tele2 AB Group. (October)

Vodafone announces completion of the acquisition of Hutch Essar fromHutchison Telecommunications International Limited. (May 2007)

Safaricom, Vodafones partner in Kenya announces the launch of M-PESA,an innovative new mobile payment solution that enables customers tocomplete simple financial transactions by mobile phone. (February)

Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, aleading operator in the fast growing Indian mobile market, (February)

Vodafone announces agreements with both Microsoft and Yahoo! to bringseamless Instant Messaging (IM) services to the mobile

which can be accessed from both the PC and mobile handsets.(February2007)

Vodafone signs a series of ground-breaking agreements which will lead to

the mobilizing of the internet. YouTube agrees to offer Vodafone customersspecially rendered YouTube pages on their mobile phones. With Google,Vodafone announces its intention to develop a location-based version ofGoogle Maps for. With eBay, Vodafone announces it is to offer the new

eBay mobile service to customers, With MySpace.com Vodafoneannounces an exclusive partnership to offer Vodafone customers a MySpaceexperience via their mobile phones. (February).

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Vodafone reaches 200 million customers (January)

2006

Sale of 25% stake in Switzerland's Swisscom (December)

Sale of 25% stake in Belgium's Proximus. (August)

The number of Vodafone live! customers with 3G reached 10 million inMarch 2006.

We acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May2006.

Launch of mobile TV capability and Vodafone Radio DJ, which offers a

personalised, interactive radio service streamed to 3G phones and PCs.

3G broadband through HSDPA launched offering faster than 3G speeds.

Japan business sold to SoftBank.

Make the most of now global marketing campaign launched.

Sir John Bond succeeds Lord MacLaurin as Chairman.

2005

We completed the acquisition of MobiFon S.A. (Romania) and OskarMobile a.c. (Czech Republic) (May).

Launch of Vodafone Simply, a new easy-to-use service for customerswho want to use voice and text services with minimum complexity(May).

Introduction of Vodafone Passport, a voice roaming price plan that providescustomers with greater price clarity when using mobile voice servicesabroad (May).

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2004

We launched our first 3G service in Europe with Vodafone Mobile Connect3G/GPRS data card.

We have 14 Partner Networks with new agreements in Cyprus, Hong Kongand Luxembourg.Vodafone live! with 3G launched in 13 markets (November).

2003

At the GSM Association Awards Ceremony in Cannes, France, we won themobile industry's most prestigious awards in two categories, Best ConsumerWireless Application or Service and Best Television or BroadcastCommercial for its global consumer service, Vodafone live! Our premiumhandset for Vodafone live!, the Sharp GX10, won the Best Wireless HandsetAward for the Sharp Corporation. Vodafone live! attracts 1 millioncustomers in its first six months.

Verizon Wireless and Vodafone co-operate on laptop e-mail, internet andcorporate applications access for the US and Europe.

Mr Arun Sarin succeeds Sir Christopher Gent as Chief Executive.

2002

We trial our global mobile payment system in the UK, Italy and Germany.The trial enables customers to purchase physical and digital goods usingtheir mobile phone.

We launch the first commercial European GPRS roaming service.

Customers are able to seamlessly access services such as corporate e-mail,intranet and personalised information on their mobile phones, laptopsor PDAs over GPRS.

The Vodafone Group Foundation is launched, with plans to contribute20 million to community programmes, guided by the Group SocialInvestment Policy.

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In October, we announce the launch of Vodafone live!, a new consumerproposition, and Mobile Office, a new business proposition. InNovember, Vodafone Remote Access is launched as part of MobileOffice. The service gives business customers an easy way to connect to

their corporate LAN to access e-mail calendar and other businessspecific applications whilst on the move.

2001We acquire Ireland's leading mobile communications company, Eircell.

Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a 'strategicalliance agreement'.

The Group completes the acquisition of a 25% stake in SwisscomMobile.

We introduce instant messaging to our networks, a faster and moreefficient way to communicate using text messages via SMS or WAP.

First global communications campaign launched in August. Thecampaign features TV, cinema, print, online and outdoor media, each

version asking the question, 'How are you?'.

First Vodafone Partner Agreement with TDC Mobil A/S, Denmark'sleading mobile operator. The agreement is the first of its kind in themobile industry and means Vodafone and TDC Mobil will cooperate indeveloping, marketing and advertising international roaming productsand services to international travellers and corporate customers.

We make the word's first 3G roaming call (between Spain and Japan).

2000

On 4 February, terms are agreed with the Supervisory Board ofMannesmann by which Mannesmann would become a part of the

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Vodafone community. The transaction almost doubles the size of theVodafone Group.

The agreement to acquire Mannesmann AG receives European

Commission clearance on 12 April 2000.

Verizon Wireless is launched in May, the combination of VodafoneAirTouch's and Bell Atlantic's US cellular, PCS and paging assets.

Vodafone in India

10 feb 2011

Vodafone Group announced that it is establishing the Vodafone India

Foundation, with an initial commitment of $20 million. This stepsignifies a further landmark in the development of Vodafones presencein India and confirms the Groups commitment to invest socially in thecommunities where it operates. This activity will be supported by TheVodafone Group Foundation which has developed a unique network of23 Foundations around the world during the last five years.

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The principal aim of the Vodafone India Foundation will be to make apositive contribution to Indian society by providing direct grants tolocally registered charities and global NGOs with suitable socialinvestment aims and objectives. The Vodafone India Foundation will

initially focus on projects associated with providing education foryoung people across India, enabling the development of higher skillsets.

The Foundation will commence work as soon as the formal registrationprocess has been completed in addition to compliance with tax andforeign contribution legislation and the appointment of Trustees.

Arun Sarin, Vodafone Chief Executive, will be the first Chairman ofthe Foundation. He said: As someone who was born and raised inIndia, I recognise the urgent need for our youth to be empowered froma knowledge perspective. We believe the Foundation will become aneffective catalyst in this regard.

Vodafone has previously contributed to social investment in India byproviding emergency response to the recent floods. The Vodafone

Group Foundation has allocated a total of 150,000 to assist victimsacross the country through International relief agencies includingOxfam.

In addition, in partnership with the UN Foundation, Vodafone plans tocontribute a further 1 million to support expansion of the MeaslesInitiative* into the region. Since 1999 this global initiative hasimmunized over 372 million children, aged 9 months to 15 years,against measles and has resulted in a reduction of measles relateddeaths by 60% in the same time period. Vodafone is the largestcorporate contributor to this programmed.

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Technology use by Vodafone

Global System for Mobile communications (GSM: originally fromGroup Special Mobile) is the most popular standard formobile phones

in the world. Its promoter, the GSM Association, estimates that 82% ofthe global mobile market uses the standard GSM is used by over 2

billion people across more than 212 countries and territories. Itsubiquity makes international roaming very common between mobile

phone operators, enabling subscribers to use their phones in many partsof the world. GSM differs from its predecessors in that both signalingand speech channels are digital call quality, and so is considered a

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second generation (2G) mobile phone system. This has also meant thatdata communications were built into the system using the 3rdGeneration Partnership Project (3GPP).

The GSM logo is used to identify compatible handsets and equipment.The key advantage of GSM systems to consumers has been better voicequality and low-cost alternatives to making calls, such as the Shortmessage service (SMS, also called "text messaging"). The advantagefor network operators has been the ease of deploying equipment fromany vendors that implement the standard.[4] Like other cellularstandards, GSM allows network

Operators to offer roaming services so that subscribers can use theirphones on GSM networks all over the world.

Newer versions of the standard were backward-compatible with theoriginal GSM phones. For example ~ Release '97 of the standardadded packet data capabilities, by means of General Packet RadioService (GPRS). Release '99 introduced higher speed data transmissionusing Enhanced Data Rates for GSM Evolution.

The key advantage of GSM systems to consumers has been better voicequality and low-cost alternatives to making calls, such as the Shortmessage service (SMS, also called "text messaging"). The advantagefor network operators has been the ease of deploying equipment fromany vendors that implement the standard.[4] Like other cellularstandards, GSM allows network operators to offer roaming services sothat subscribers can use their phones on GSM networks all over theworld.

Newer versions of the standard were backward-compatible with theoriginal GSM phones. For example, Release '97 of the standard added

packet data capabilities, by means of General Packet Radio Service(GPRS). Release '99 introduced higher speed data transmission usingEnhanced Data Rates for GSM Evolution.

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History

In 1982, the European Conference of Postal and TelecommunicationsAdministrations (CEPT) created the Group Special Mobile (GSM) todevelop a standard for a mobile telephone system that could be usedacross Europe. In 1987, a memorandum of understanding was signed

by 13 countries to develop a common cellular telephone system acrossEurope.

In 1989, GSM responsibility was transferred to the EuropeanTelecommunications Standards Institute (ETSI) and phase I of theGSM specifications were published in 1990. The first GSM networkwas launched in 1991 by Radiolinja in Finland with joint technicalinfrastructure maintenance from Ericsson. By the end of 1993, over amillion subscribers were using GSM phone networks being operated by70 carriers across 48 countries.

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OverviewGlobal telecom services revenue in 1995 stood at US $601.9 billion, afigure which represented 2.1% of global GDP. Revenue from mobileservices was estimated at about $82 billion in 1995, accounting fornearly 14% of total revenue. Revenue from international service wasestimated at nearly $63 billion in 1995; accounting for 10% of totalrevenue.

Telecom revenue grew by 7% in 1995; this is higher than the annualaverage growth rate of 5.2% recorded since 1980. Also, the world'snumber of telephone main lines increased about 7% in 1995 followingsimilar performance in 1994. Other measures confirm even moredramatically that telecommunications is a fast growing sector.Outgoing international telecommunications traffic, measured inminutes, grew by 13% in 1995 and over the past five years has

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achieved average growth of over 12% a year. In newer services such asmobile cellular telephones, the number of subscribers grew by about60% in 1995, and average annual growth since 1990 has been morethan 50%. In telecom equipment, a sector which responds to telecom

services growth, exports achieved a global value of $58 billion in 1995,up 20% over the previous year

TRAI

(Telecommunications Regulatory Authority ofIndia)

The Telecommunications Regulatory Authority ofIndia (established 1997) is the independent regulator established by

the Government of India to regulate the telecommunications businessin India. Notwithstanding anything contained in the Indian TelegraphAct,1885,the functions of the Authority shall be to-

(a) Make recommendations, eithersuo motu or on a request from thelicensor, on the following matters, namely:

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(I) Need and timing for introduction of new service provider;

(ii) Terms and conditions oflicense to a service provider;

(iii) Revocation of license for non-compliance for terms and conditionsof license:

(iv) Measures to facilitate competition and promote efficiency in theoperation of telecommunication services so as to facilitate growth insuch services.

(v) Technological improvements in the services provided by the serviceproviders.

(vi) Type of equipment to be used by the service providers afterinspection of equipment used in the network.

(vii) Measures for the development of telecommunication technologyand any other matter relatable to telecommunication industry ingeneral;

(viii) Efficient management of available spectrum;

(B) Discharge the following functions, namely:

(i) ensure compliance of terms and conditions of license;

(ii) Notwithstanding anything contained in the terms and conditions ofthe license granted before the commencement of the TelecomRegulatory Authority (Amendment) Ordinance, 2000, fix the terms andconditions of inter-connectivity between the service providers;

(iii) Ensure technical compatibility and effective inter-connection

between different service providers.

(iv) Regulate arrangement amongst service providers of sharing theirrevenue derived from providing telecommunication services;

(v) lay down the standards of quality of service to be provided by theservice providers and ensure the quality of service and conduct the

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periodical survey of such service provided by the service providers soas to protect interest of the consumers of telecommunication services;

(vi) Lay down and ensure the time period for providing local and long

distance circuits of telecommunication between different serviceproviders;

(vii) Maintain register ofinterconnect agreements and of all such othermatters as may be provided in the regulations;

(viii) keep register maintained under clause open for inspection to anymember of public on payment of such fee and compliance ofsuch otherrequirement as may be provided in the regulations;

(ix) Ensure effective compliance of universal service obligations:

(C) Levy fees and other charges at such rates and in respect of suchservices as may be determined by regulations.

(D) perform such other functions including such administrative andfinancial functions as may be entrusted to it by the Central Governmentor as may be necessary to carry out the provisions of this Act:Provided that the recommendations of the Authority specified in the

clause (a) of this sub-section shall not be binding upon the CentralGovernment:Provided further that the Central Government shall seek therecommendations of the Authority in respect of matters specified insub-clauses and of clause (a) of this sub-section in respect of newlicense to be issued to a service provider and the Authority shallforward its recommendations within a period of sixty days from thedate on which that Government sought the recommendations:Provided also that the Authority may request the Central Government

to furnish such information or documents as may be necessary for thepurpose of making recommendations under sub-clauses (i) and (ii) ofclause (a) of this sub-section and that Government shall supply suchinformation within a period of seven days from receipt of such request:Provided also that the Central Government may issue a license to aservice provider if no recommendations are received from the

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Authority within the period of specified in the second provision orwithin such period as may be mutually agreed upon between theCentral Government and the Authority.

Provided also that if the Central Government having considered thatrecommendation of the Authority comes to a prima facie conclusionthat such recommendation cannot be accepted or needs modifications,it shall, refer the recommendations back to the Authority for itsreconsideration, and the Authority may within fifteen days from thedate of receipt of such reference, forward to the Central Government itsrecommendation after considering the reference made by theGovernment. After receipt of further recommendation, if any, the

Central Government shall take a final decision

Major Players in Indian Telecom

Government Sector

1-BSNL (Bharat Sanchar Nigam Limited)

2-VSNL (videsh Sanchar Nigam Limited)

Public Sector

1- Vodafone2- Airtel

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3- Idea4- Reliance5- Tata Indicom6- Virgin

7- Spice

8-Tata Docomo

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Product profile

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Company is mostly dealing in two products

1. Prepaid Connection2. Postpaid Connection

Prepaid Connections These are those connections which are mostlysold by the small retailers, for this company paid them commission.

Supply Chain for prepaid

Postpaid Connection

For selling the postpaid connection company has therepermanent employees contract base employees or managementtrainee. For selling the postpaid connection employee gets salaryand incentive, Contractor gets commission.

Supply Chain for postpaid

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RETAILER

CUSTOMER

VODAFONE OFFICE

DISTRUBITOR


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Individual Plans

These are the plan which company generally offers to the individualcustomer but if the customer wants these plans in group they can offerthem in the group also

1. Chat 1752. Talk Small3. Talk Medium4. Talk Large5. Talk room2996. Talk Room3997. Budget 1498. Budget 149 with SMS Pack9. Plus 199 plan

Pouch Plan

1. Super value 299(minimum bill required 500 of the rivalcompany)

2. Super value 450(minimum bill required 600 of the rival

company)3. Super value 599(minimum bill required 700 of the rival

company)

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EMPLOYEES/CONTRACTOR

CUSTOMER

VODAFONE OFFICE

CHANNEL MEMBER


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High rental plan

It is high value plan which company mostly provide tothose customer who deals in some business because those plansminimum rental starts from 1000 the high value plan which weoffer to the customer are

1. High value talk 995 plan (In this minimum rental is 995 )2. High value talk 2499 plan (In this minimum rental is 2499)3. High value talk 3999 plan (In this minimum rental is

3999 )

Corporate plan

These are the plan which company generally offers to the group these

plans mostly use for B to B (business to business) selling in thecompanies and to only those whose bill paid by the company.

1. Corp 199 (Minium10 members in the group )2. CMS199 (Minium5 members in the group )3. Care 199 (minimum 50 member in the group)4. LMX 199 (company paid connection only)

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RESEARCH METHODOLGY

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Research is the process of systematic and depth study of any particulartopic, subject or area of investigating backed by collection, presentationand interpretations of the relevant details or data research methodology is

a way to systematically solve the research problem. The various stepsadopted by the researcher is studying his problem along with logic behindthem.

Research process-steps

Problem definition

Research design

Data collection

Data analysis Interpretation of results

Reporting

Research Method which we used:

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We choose Conclusive Research for our project because our objective wasclear. We made hypotheses and tested it by doing research.In conclusive Research we choose Descriptive Research because our

purpose was to collect data for definite purpose. We have to find out the

customer expectation and customer experiences from postpaid connection.

Sampling Technique which we use:

In sampling Techniques We choose Non Probability SamplingTechnique in which not every element of the target population has achance of being selected because the inclusion of elements in a sampleis left to the discretion of the researcher.

We choose Non Probability Technique because of our decision

which was based on convenience and judgment.We used questionnaire as a instrument for data collection.

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Q.1 HOW MANY MEMBERS ARE WORKING IN YOUR SHOP?

LESS THAN 5

5 TO 10

10 TO 15

ABOVE 15

65%

24%

8%

3%

0%

10%

20%

30%

40%

50%

60%

70%

LESS

THAN 5

5 TO 10 10 TO 15 ABOVE 15

Series1

Out of 120 companies and firm 65% (78) responded that they have

less than 5 members working in their shop, 24% (28) have 5 to 10

members working in their shop, 8% (10) said that they have 10 to 15

members in their shop, While, 3% (2) have above 15 members

working in their shop.

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Q.2 HOW MANY COMPANY PAID MOBILE CONNECTIONS DO

YOU HAVE?

LESS THAN 5

5-10

ABOVE 10

NONE

76%

22%

2%0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

LESS THEN 5 5 TO 10 MORE THEN

10

NONE

Series1

Out of 80 companies and firm 76% (56) responded that they have less

than 5 company paid mobile connections, 22% said that they have 5 to

10 company paid mobile connections, Whereas 2 % has more than 10

company paid mobile connections.

Through survey, it has been explored that every retailer has company

paid mobile connections.

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Q.3 HOW MANY INDIVIDUAL PAID MOBILE CONNECTIONS DOYOU HAVE OTHER THAN COMPANY PAID MOBILECONNECTIONS?

LESS THAN 5

5-10

ABOVE 10

NONE

48%

10%

2%

40%

0%

5%

10%

15%

20%

25%

30%

35%

40%45%

50%

LESS

THAN 5

5 TO 10 MORE

THE N 10

NONE

Series

Out of 120 companies and firm 48% (60) responded that they have

less than 5 individual paid mobile connections, 10% (8) said that they

have 5 to 10 individual paid mobile connections, Only 2 % has more

than 10 individual paid mobile connections, 40% retailers dont haveindividual paid mobile connections

Through survey, it has been explored that 40% (48) retailers dont have

individual paid mobile connections, whereas 60% (72) retailers have.

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Q.4 ARE YOU USING ANY CUG CONNECTIONS?

YES

NO

20%

80%

US ING C.U.G.

NOT US ING

In the survey it is found that only 20% (24) retailers are using the CUG

connections, whereas 80% (96) companies and firm Out of 120

companies and firm do not have CUG plan.

Company must try to grab this opportunity because 80% Out of 120

companies and firm not using CUG plan so there are big opportunity.

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Q.5 WHAT ARE THE MAIN PROBLEMS ARE YOU FACING WITH

YOUR CURRENT SERVICE PROVIDER?

CONNECTIVITY

HIGH CALL RATES

BILLING PROCESS

VAS AND GPRS

20%

5%

3%

4%

68%

0% 20% 40% 60% 80%

CONNECTIVITY

HIGH CALL

RATES

BILLING

PROCESS

VAS AND GPRS

NONE

Series

20% (24) company and firm facing connectivity problem, 5% (6) facing

high call rates, 3% (4) have billing problem, 4% (5) VAS & GPRS

problem, whereas 68% (81) dont have any problem they are satisfy with

their connection & service out of 120 company and firm survey.

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Company should try to take this 32% (39) opportunity and it will play an

important role in business world.

Q.6 IF ANY SERVICE PROVIDER CAN SOLVE YOUR EXISTING

PROBLEM, WOULD YOU LIKE TO SWITCH OVER?

YES

NO

65%

35%

YES

NO

Out of 120 companies, 65% (78) retailers dont want to change their

service providers, While, 35% (42) firm and retailers would like to

change their service providers if they like the services of other service

providers.

Company must consider about this 35% (42) of opportunity and they can

pass away this hurdle and grab market environment.

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Following data is analyzed and interpreted for the Retailers

and company who are using CUG connections

Q.1 WHICH COMPANYS CONNECTION ARE YOU USING FOR

YOUR CUG (GROUP) PLAN?

VODAFONE

RELIANCE

IDEA

TATA INDICOM

AIRTEL

BSNL

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5%

15%

25%

10%

45%

0%0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

VODA

FONE

RELIA

NCE

IDEA

TATA

INDICO

M

AIRT

ELBS

NL

S eries

Out of 120 company 5% (6) retailers are the VODAFONE

subscribers, 15% (18) retailers are the reliance subscribers, 25% (30)

are using IDEA networks for CUG connection, 10% (12) are using

TATA INDICOM for their CUG services, 45% (54) retailers are using

AIRTEL network for their CUG connections, whereas The BSNL

subscribers are nil.

As per the data collection we can have the right figure of Vodafone having

only 5% and other are on their run ahead, so company must have hard as

well as smart work to go ahead and compete them.

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Q.2 HOW MANY MEMBERS ARE ENGAGED WITHIN THIS CUG

(GROUP) PLAN?

LESS THAN 5

5 TO 10

10 TO 15

ABOVE 15

20%

58%

20%

2%

0% 20% 40% 60%

LESS THAN 5

5 TO 10

10 TO 15

ABOVE 15

Series1

In 1600 individual connection of 120 company and firm 20% (320)

respondents have less than 5 members in CUG plan, 58% (928) have

5 to 10 members in CUG plan, 20% (320) have 10 to 15 members in

CUG plan, only 2% (32) have more than 15 members in CUG plan.

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Company must provide that service and facility by which he can have good

opening everywhere mostly in CUG connection.

Q.3 HOW MUCH IS THE MONTHLY USAGE PER MEMBER WITHIN

THE CUG (GROUP) PLAN?

Rs. 200-300

Rs. 300-400

Rs. 400-500

MORE THAN 500

17%

45%

18%

20%

0% 10% 20% 30% 40% 50%

200-300

300-400

400-500

MORE THAN 500

S eries

In 1600 connection of 120 company, firm and retailers 17% (272) said

that average monthly usage is between Rs. 200 -300, 45% (720) said

that the average monthly usage is between Rs. 300 -400, 18% (288)

said that the average monthly usage is between Rs. 400 -500, While,

20% (320) said that the average monthly usage are more than Rs 500.

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Q.4 WHAT IS THE MINIMUM MONTHLY RENT FOR YOUR

CURRENT CUG PLAN?

LESS THAN Rs. 200

Rs. 200-300

Rs. 300-400

Rs. 400-500

22%

56%

13%

9%

0% 20% 40% 60%

LES S THAN 200

200-300

300-400

400-500

Series

In 1600 connection of 120 company, firm and retailers 22% (352) said

that minimum monthly rent is less than Rs. 200, 56% (896) said that

minimum monthly rent is between Rs. 200- 300, 13% (208) said that

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minimum monthly rent is between Rs. 300- 400, While, 9% (144) said

that minimum monthly rent is between Rs. 400- 500.

Since companies are having 22% (352) connection which rental plan is less

than 200, so company provide some Golden and Premium Rental plan

which rental should less than Rs.200 to fix the opportunity.

Q.5 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR

PART OF YOUR BILL?

INTERNAL CALLS

OTHER LOCAL CALLS

STD CALLS

ISD CALLS

SMS

7%

75%

16%

2%0%

INTE RNAL CA L

OTHER LOCAL

CALLSS.T.D. CALLS

I.S .D. CALLS

S MS

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In 1600 connection of 120 company, firm and retailers 7% (112) said that

internal calls contribute to the major part of their bill, 75% (1200) said

that other local calls contribute to the major part of their bill, 16% (256)

said that STD calls contribute to the major part of their bill, While 2%

(32) said that ISD calls contribute to the major part of their bill.

Following data is analyzed and interpreted for the customers who

are not using CUG connections or also having individual (whichever

connection either individual paid or company paid but not in cug

plan) connections along with CUG connections:

Q.1 HOW MANY INDIVIDUAL CONNECTIONS OF DIFFERENT

SERVICE PROVIDERS ARE BEING USED IN YOUR SHOP?

VODAFONE

IDEA AIRTEL

RELIANCE

TATA INDICOM

BSNL

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9%

16%

22%

15%

28%

10%

0%

5%

10%

15%

20%

25%

30%

VODA

FONE

RELIAN

CE

IDEA

TATA

INDI

CO

AIRT

EL

BSNL

Series1

Out of 1600 connection of 120 companies, firm and retailers 9% (144)

people are using Vodafone, 16% (256) Reliance, 22% (352) Idea, 15% (240)

Tata indicom, 26% (416) Airtel, and 10% (160) BSNL.

Q.2 HOW MUCH IS THE AVERAGE MONTHLY USAGE FOR

INDIVIDUAL CONNECTION?

Rs. 200-300

Rs. 300-400

Rs. 400-500

MORE THAN 500

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8%

32%

21%

39%

200-300

300-400

400-500

MORE THAN

500

32% (160) people out of 500 connection said that their average

monthly usage for individual connection is between Rs.300-400, 21%

( 105) people said their average monthly usage are between Rs.400-

500, 39% (195) people said their average monthly usage connection is

more than Rs.500, Whereas, 8% (128) said that their average monthly

usage for individual connection is between Rs.200-300.

Q.3 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR

PART OF YOUR BILL?

INTERNAL CALLS

OTHER LOCAL CALLS

STD CALLS

ISD CALLS

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SMS

5%

76%

16%

3%

INTERNAL CALLS

OTHER LOCAL

CALLS

S.T.D. CALLS

I.S.D. CALLS

Out of 500 connection 76% (380) people said that other local calls

contribute to the major part of their bill, 16% (80) people said that

STD calls contribute to the major part, 3% (48) people said that ISD

calls contribute to the major part, While 5% (25) people out of 500

connection said that internal calls contribute to the major part of their

bill.

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4-It was also observed that awareness level of Vodafone is lesseramong the customer as compare to Idea and Airtel.

5-Internal Management of the company was not good.

6-During period of selling I found most of the Retailers were notwilling to buy post paid connections.

7-One thing I got good about Vodafone that, the employees are verydedicated towards the job and they help me a lot and due to them I gotgood knowledge about the marketing field as well as consumer

behavior about a particular product.

8-as per the marketing survey and fact finding most of the firms using

low rent plan connection so Vodafone must offer such plan fororganization, on account of that we could get maximum number ofconnection.

1-Every research or survey which conducted may have certain shortcomings and unfortunately mine also a similar case. A few errors havecome inside in spite of my best efforts to avoid them, but this isexpected that still the finding are very much relevant.

2-There was some limitation during my project,

3-My survey was limited to pimpri and chinchwad area only.

4-While filling the questionnaire most of the Retailers didnt entertainus for filling the questionnaire.

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5-I found lack of time to completing the survey.

6-Respondents gave very biased answer & not have enough time tospare with researcher.

7-Respondent were also not willing to give answer of some questions.

8-Companies happen to be little hesitant in disclosing their detail aboutmonthly usage, connections and call rates

1-After analyzing the data I came out with some of the observation andfindings from those analyzed data and observation and findings I cameout with followings conclusion:

2-Company is doing lot of promotion activities to set up the brandimage of Vodafone.

3-Customers are fussier about the plans.

4-Vodafone mostly target the businessman or the group connection ascompare to individual connection.

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5-Company has very low market share in this segment.

6-It was a great experience to work in the telecom sector and withVodafone Company because while working in this I have learned a lot

about telecom sector.

7-Company must try to grab the opportunity on the basis of providinggood services, network and individual plan connection.

8- Most of the company and firm are facing there high value plan andconnectivity so Vodafone get the opportunity for the fresh field.

1-From the study I have conducted and knowledge I have acquiredfrom it, I recommended following improvements.

2-Company should improve there internal management that will givethem more loyal customer.

3-Company should focus more to this segment.

4-Company should bring some more promotional schemes to gain newcustomers.

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5-Management trainee must give at least 7 days training so that theycan aware about company.

6-Sales teams need to train better to deliver a superior performance.

7-Company has good opportunity in individual connection as well asgroup plan connection because most of the firm and company aresearching for the good and effective plan for their organization.

8-As per the research methodology and data analysis 80% companiesand firm do not have group plan so there is enough opportunity in thisfield for group as well as single connection.

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QUESTIONNAIRE

MARKET POTENTIAL FOR POSTPAID CUG (GROUPPLAN) CONNECTIONS IN RETAIL SHOPS

SHOP NAME:

PROPRITERS NAME:

Address:

CONTACT NO:

Q.1 HOW MANY MEMBERS ARE WORKING IN YOUR SHOP?

a) LESS THAN 5

b) 5 TO 10

c) 10 TO 15d) ABOVE 15

Q.2 HOW MANY COMPANY PAID MOBILE CONNECTIONS DO YOU HAVE?

a) LESS THAN 5

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b) 5-10

c) ABOVE 10

d) NONE

Q.3 HOW MANY INDIVIDUAL PAID MOBILE CONNECTIONS DO YOU HAVE OTHERTHAN COMPANY PAID MOBILE CONNECTIONS?

a) LESS THAN 5

b) 5-10

c) ABOVE 10

d) NONE

Q.4 ARE YOU USING ANY CUG CONNECTIONS?

a) YES

b) NO

Q.5 WHAT ARE THE MAIN PROBLEMS ARE YOU FACING WITH YOUR CURRENT

SERVICE PROVIDER?

a) CONNECTIVITY

b) HIGH CALL RATES

c) BILLING PROCESS

d) VAS AND GPRS

Q.6 IF ANY SERVICE PROVIDER CAN SOLVE YOUR EXISTING PROBLEM, WOULD

YOU LIKE TO SWITCH OVER?a) YES

b) NO

For the retailers who are already using CUG connections:

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Q.1 WHICH COMPANYS CONNECTION ARE YOU USING FOR YOUR CUG (GROUP)

PLAN?

a) VODAFONE

b) RELIANCE

c) IDEA

d) TATA INDICOM

e) AIRTEL

f) BSNL

Q.2 HOW MANY MEMBERS ARE ENGAGED WITHIN THIS CUG (GROUP) PLAN?

a) LESS THAN 5

b) 5 TO 10

c) 10 TO 15

d) ABOVE 15

Q.3 HOW MUCH IS THE MONTHLY USAGE PER MEMBER WITHIN THE CUG(GROUP) PLAN?

a) Rs. 200-300

b) Rs. 300-400

c) Rs. 400-500

d) MORE THAN 500

Q.4 WHAT IS THE MINIMUM MONTHLY RENT FOR YOUR CURRENT CUG PLAN?

a) LESS THAN Rs. 200

b) Rs. 200-300

c) Rs. 300-400

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d) Rs. 400-500

Q.5 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR

BILL?

a) INTERNAL CALLS

b) OTHER LOCAL CALLS

c) STD CALLS

d) ISD CALLS

e) SMS

For the retailers who are not using CUG connections or also having

individual connections along with CUG connections:

Q.1 HOW MANY INDIVIDUAL CONNECTIONS OF DIFFERENT SERVICE PROVIDERS

ARE BEING USED IN YOUR SHOP?

a) VODAFONE

b) IDEA

c) AIRTEL

d) RELIANCE

e) TATA INDICOM

f) BSNL

Q.2 HOW MUCH IS THE AVERAGE MONTHLY USAGE FOR INDIVIDUAL

CONNECTION?

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a) Rs. 200-300

b) Rs. 300-400

c) Rs. 400-500

d) MORE THAN 500

Q.3 WHICH OF THE FOLLOWING CONTRIBUTES TO THE MAJOR PART OF YOUR

BILL?

a) INTERNAL CALLS

b) OTHER LOCAL CALLS

c) STD CALLS

d) ISD CALLS

e) SMS

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Bibliography

Referred books:

1- C.R. Kothari-1 edition.2- C.R Kothari-2 edition3- Principles and practical of management

Referred website

1-vodafone.in

2-google.com

3-soople.com

4-yahoo.com

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Project on Vodafone Lmt.

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