Summer Internship by mnmgroup

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                       ( LUCKNOW)‖

                  FOR THE AWARD OF


Marketing is a social process by which individuals, families, groups and other
organizations obtain what they need want by identifying value, providing it and exchanging
with others. The core concepts of marketing are needs and demands, market products and
services, values and satisfaction, exchange and communication.As well as today‘s
customers are becoming harder to please. They are smarter, many more competitors with
equal or better offer approach more price conscious, more demanding, less forgiving, and
them. The challenge, according to Jeffrey Gitomer, is not to produce satisfied customers;
several competitors can do this.Today, competition is not only rife but growing more intense
every year. Companies like Reliance cannot every customer self. And due to this reason the
company takes help of Wholesalers & retailers. So that its product may reach to customer
easily.This project was been memorable experience and a great opportunity for me to
associate with such a high ranked mobile company of the INDIA ―Reliance‖. I am very
great full to the people by whom grace I got my project successfully completed knowing the
practical aspects of the marketing and acquainting my self with modern environment
management and sense of talking out ways to unknown.

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                              EXECUTIVE SUMMARY

This project intends to Study of drivers of: Delight call feed solution in Telecommunication
industry with special reference to R.COMM. Lucknow has been considered as a Centre of
telecommunication industry. Each company is providing added advantage service to their
client. However, consumer has it different perception about each service providing house.
In the entire project, emphasis has been laid down to find the Delight call feed solution
preference analysis in Lucknow. From wire free broadband internet to wire free Landline
telephone, service consideration and various other factor.
A questionnaire based survey was done to complete the study. The questionnaire is based
on the wire free broad band internet and Landline telephone customer feed back.

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TABLE OF CONTENTS                                  PAGE NO.
CHAPTER 1: INTRODUCTION                                9-33
      o COMPANY PROFILE                                9-11

      o HISTORY OF THE ORGANIZATION                    11-23

      o VISION                                         24

      o MISSION                                       24-26

      o PERSONNEL                                     27-28

      o OBJECTIVES                                    28-32


      o MARKET OVERVIEW                               31-32

      o ORGANISATIONAL STRUCTURE                      32-33

CHAPTER 2 LITERATURE REVIEW                           33-34

CHAPTER 3    MAIN STUDIES                             35-51

      o THE PROBLEMS BEING FACED                      36-37

        PROBLEM                                       37

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         o STRATEGIC WEAPON OF RELIANCE                37-39

         o ADVERTISING & PROMOTION STRATIGIES          40-51
Chapter 4 Methodology                                  52-54

  o   Objective                                        52
  o   Scope                                             52
  o   Meaning                                           52-53
  o   Research Design                                   53
  o   Data collection                                   53
  o   Sampling                                         54

  Chapter 5 Data Analysis & Interpretation
  o Data Interpretation & Finding of customer Survey    55-65

   Chapter 6Conclusions                                 66-72

  o Conclusion                                          66
  o Finding & suggestion                                67-68
  o Bibliography69
  o Questionnaire                                       70-72

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                          CHAPTER 1: INTRODUCTION

About Sh. Dhirubhai heerachand Ambani (the founder of the company)

Few men in history have made as dramatic a contribution to their country‘s economic
fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left behind
a legacy that is more enduring and timeless. As with all great pioneers, there is more than
one unique way of describing the true genius of Dhirubhai: The corporate visionary, the
unmatched strategist, the proud patriot, the leader of men, the architect of India‘s capital
markets, the champion of shareholder interest. But the role Dhirubhai cherished most was
perhaps that of India‘s greatest wealth creator. In one lifetime, he built, starting from the
proverbial scratch, India‘s largest private sector enterprise. When Dhirubhai embarked on
his first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000). Over
the next three and a half decades, he converted this fledgling enterprise into aRs 60,000 crore
colossus—an achievement which earned Reliance a place on the global Fortune 500 list, the
first ever Indian private company to do so. Dhirubhai is widely regarded as the father of
India‘s capital markets. In 1977, when Reliance Textile Industries Limited first went public,
the Indian stock market was a place patronisedby a small club of elite investors which
dabbled in a handful of stocks.Undaunted, Dhirubhai managed to convince a large number of
first-time retail investors to participate in the unfolding Reliance story and put their hard-

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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 Dhirubhai extraordinary vision and
leadership, Reliance scripted one of the greatest growth stories in corporate history anywhere
in the world, and went on to become India‘s 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 world‘s largest shareholder families.

The second son of a school teacher, Dhirubhai was born in 1932 in the village of Chorwad
in Gujarat in circumstances that can best be described as modest. Driven by hardship and
want, he had to drop out of school early.In 1949, at the age of 17, he went to Aden (now
Yemen) in search of opportunity, and worked as a dispatch clerk for A. Besse& Co. A
couple of years later, the company became a distributor for Shell products and Dhirubhai
was promoted to manage the company‘s oil-filling station at the port of Aden. It was here
that he dreamed of setting up and owning a refinery, which he later realized with his
petrochemicals venture.He returned to Indiain 1958 to launch his first business venture, a
spice trading company named Reliance Commercial Corporation.In 1962, Dhirubhai
identified an emerging opportunity in yarn trading and shifted to the new business. Three
years later, he changed the name of his company to Reliance Textile
IndustriesLimited.In1966, he purchased land in Naroda, Gujarat, to set up a textile mill. In
1975, a technical team from the World Bank recognised the Naroda mill as one of the best
composite textile mills in India and certified it as ‗excellent even by developed country
standards‘.In 1977, the company went public.At the time of the Reliance Textiles IPO,
participation in the Indian capital markets was largely limited to a small but influential
elite which dabbled in a handful of stocks. The great majority ofIndia‘s middle class chose
to stay away. Dhirubhai‘s decision to prefer the capital markets over banks as the primary
source of funding for his ambitious expansion plans, was as daring as it was
unprecedented.In the event, The Reliance IPO was an unlikely success. Against all odds,
Dhirubhai managed to convince a sufficiently large number of sceptical middle class
investors to put their money, and faith, in what was then a small, relatively unknown
company.The subsequent growth and success of Reliance and its philosophy of generously
rewarding shareholders rapidly gave Dhirubhai an iconic status in the Indian financial
markets.UnderDhirubhai‘s charismatic leadership, the Annual General Meetings (AGM)
of Reliance took on the character of large public spectacles. Typically held in large public
arenas, and attended by thousands of adoring shareholders, the Reliance AGM became a
day to remember in the annual corporate calendar of India. In 1986, the Reliance AGM
held in Cross Maidan, Mumbai, was attended by as many as 30,000 stockholders—a record
in India‘s corporate history.By the mid-80s, Dhirubhai had become something of a living
legend, widely hailed by peers and critics alike as one of the greatest corporate visionaries

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in the history of post-Independent India.But Dhirubhai was never one to rest on his laurels.
In the early 80s, he had taken the first important step in strategic backward integration for
Reliance with the commissioning of the Patalganga plant which initially manufactured
polyester filament yarn and polyester staple fibre.In1991, he set up Reliance Hazira, for the
manufacture of petrochemicals—the next link in the backward integration chain. At the
time, Reliance Hazira represented the single largest investment made by a private sector
group in India at a single location.Meanwhile, Dhirubhai had firmed up plans of setting up
a massive grassroots refinery—the nextbig leap in his overall strategic roadmap for
Reliance. Conceived as the world‘s largest grassroots refinery at the time, Jamnagar in
Gujarat was to have an annual capacity of 27 million tonnes.In the face of formidable
challenges, including a massive cyclone that flattened the project sitemid-way through
construction, Reliance commissioned the Jamnagar facility in 1999. It was a fully
integrated refinery, complete with a dedicated port and a captive supply of power.The
refinery was not only commissioned ahead of schedule, but also set up at a cost that was
significantly lower than the prevailing global benchmark for a project of such magnitude.It
was one of Dhirubhai‘s great dreams in life to see ordinary Indians enjoy the enormous
economic benefits of being able to access affordable yet world class telecommunications
infrastructure. He wanted Reliance to spearhead a communications revolution that would
dramatically cut down the cost of connectivity, and propel India into the digital age. His
ultimate ambition: To make the cost of a phone call cheaper than that of a post card. It was
therefore entirely logical for Reliance to enter the telecommunications space when the
sector was opened up for private participation in the 1990s.The rest, as they say, is
history.Today, Reliance Communications is India‘s largest information and
communications services provider with over 20 million subscribers, and offers the full
range of integrated telecom services—at prices that are, by far, the lowest anywhere in the
world.Dhirubhai left for his heavenly abode on July 6, 2002.

12 January 2009
Rcom launches GSM services in delhi

31 january 2009
All new reliance mobile GSM connections come with lifetime validity at a nominal charge

5 February 2009
Reliance GSM service in J&K

12 February 2009
R-Globalcom bags work orders from 3 global retailers

13 february 2009
Company launches 50 min STD pack in 35 rs. On GSM

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26 February 2009
Rcom launches voice-based mobile navigation service.

9 june 2009
Rcomm has entered into joint venture with Kribhco(krishakBharti cooperative ltd.)

28 february 2009
Rcom adds 3.3.-mn. Wireless customers in feb.

9 march 2009
Rcom places 300 cr.modem order with huawei,ZTE

10 march 2009
Rcom adds record 11 m subscribers

13 march 2009
Rcom unveils new wireless net service

22 march 2009
Rcomm launches a new format of Reliance mobile store

25 march 2009
Rcom post-paid services for in U.P &uttarakhand.

1 june 2009
Rcom signs hrithikroshan as brand ambassador

8 june 2009
Rcomm bagged a 125 cr. WAN contract from global consuntancy major Mott Macdonald.

11 june 2009
Rcom to offer BlackBerry services for Rs. 299

18 june 2009
Reliance mobile in deal with EA mobile

January 12
Reliance Communications receives Start-up GSM Spectrum
January 16
Yahoo partners with Reliance Communications to provide Yahoo One Search for its
CDMA and GSM customers.
January 31
RCOM's Q 3 Net Profit increases by 48.5% and Revenues Up by 29.8 %. Remains the
most profitable Telecom Company in India.

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February 4
Reliance Communications offers Lifetime Validity at Rs 199
RCOM‘s subsidiary Infratel files Draft Red Herring Prospectus with SEBI
February 5
Reliance Mobile strengthens its religious content portfolio on Mobile by tie-up with
Sadhana TV
February 14
RCOM in partnership with CanvasM, launches Mulitplayer Mobile Games
February 19
HDFC Bank ties up with RCOM, turns every Reliance Mobile into a credit card
February 27
Reliance Communications consolidates Global Telecom Business under ―Business
Reliance Communications forays into International Mobile Market with GSM License in
March 3
Reliance Communications drops prices of Internet Data Cards
March 10
Reliance Communications announces ESOPs for over 20,000 employees
March 20
Reliance Communications and HTC forge Strategic Alliance
March 27
Corporation Bank Launches Banking Services on Reliance Mobile World
April 1
Reliance Communications forays into IT space, launches Reliance Technology Services
April 9
RCOM launches Educational Portal on Reliance Mobile Phones
April 25
Reliance Globalcom unit Reliance Infocom BV, Netherlands acquires Global WiMAX
Operator eWave World
April 29
Reliance Communications Announces Unlimited Free STD calls
April 30
Reliance Globalcom Launches Passport Global SIM
RCOM's Net Profit up by 70.8% to Rs 5,401 crore
May 2
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)

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May 12
Reliance Communications and Alcatel form Joint Venture to offer Managed Network
Services to telcos across the globe
May 26
Reliance Globalcom acquires UK based VANCO Group Limited
June 24
Reliance Globalcom, Stealth Communications forge Strategic Alliance to extend VOIP
Network across 50 countries
July 12
CA Exam Results on Reliance Mobile
July 22
Reliance Communications Mobile Subscriber base crosses 50 Million
July 29
CA Professional Exam Results on Reliance Mobile
July 31
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)
January 10
Reliance Communications adds a record 1.4 million subscribers in December ‗06
January 18
Reliance Communication launches unique "Simply 2030" plan on Reliance Hello
January 25
Reliance Communications promotes Roger Waters Music Concert
January 29
RCOM shareholders approve tower business demerger with a 99.99% overwhelming
January 30
Overwhelming response to Reliance World‘s National Digital Elocution Competition
January 30
Reliance joins Lenovo and Intel for "Internet on the Move"
February 2
Reliance Communications‘ market capitalization tops Rs 1 lakh crore ( 1 trillion rupees
or 24.39 billion US dollars) on Bombay Stock Exchange
February 16
Reliance Communications offers best value on roaming
February 26
Search Jobs & Classified Ads from Reliance Mobile World - Reliance Communications
ties up with
March 6
Reliance Communications ushers in ‗Virtual Global Conference Network‘

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March 7
Book on Founder Chairman launched.
March 8
Reliance Communications launches ‗Roam Jamaica on Reliance Mobile
March 16
Reliance Mobile launches ' Suno Zee‘
March 19
Demerger of Passive Infrastructure division Reliance Communications & Reliance
Telecom approved by the Bombay High Court
March 21
Reliance World Offers Program to Help Students ‘Crack Admissions in Colleges
March 23
Govt‘s Rural Telephone Scheme(RDEL)through Reliance Communications successfully
closes by March 31,2007
March 26
Booking train ticket from Reliance Mobile Phones becomes more easy now… with ITZ
Cash Cards
April 4
Reliance Communications unleashes the power of mobile advertising
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
April 11
Sunny Days And Nights For Reliance Mobile Subscribers as
Reliance Communications ties up with SUN TV to offer video streaming of all SUN TV
programs online 24x7
April 11
Reliance World launches summer e camp for school kids
April 30
RCOM first listed Indian telecom company to reward shareholders
May 2
A Classic Bonanza – Reliance Communications unveils handsets @ Rs 777
May 9
RCOM bags West Bengal E-Governance Project
May 10
Reliance sets a new record, one million Classic handsets sold in just one
May 12
Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per
May 14
Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs 1234

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May 17
RCOM kick starts world's fastest and largest rural infrastructure rollout on World
Telecom Day.
May 18
Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499.
May 22
RCOM slashes roaming rates by as much as 70 percent
May 25
Reliance Communications launches unlimited calling
June 5
RCOM hosts seminar on ‗Emerging Trends in Mobile Applications Development‘
June 6
Reliance Communications adds 1.4 million new mobile subscribers in May2007
June 6
Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888
June 27
Reliance World, BIMTECH & Philadelphia University unveil Executive Program in
Retail Management (EPRM)
June 28
Reliance Communications ties up with Cisco to launch Business Internet Services for
SMEs in Pune
July 4
Bengali movie ‗Anuranan‘ on Reliance Mobile World

July 7
RCOM and QUALCOMM Collaborate on CDMA2000 Expansion
July 12
Reliance Communications awards Alcatel-Lucent a Next-Gen network expansion
July 12
Reliance Communications awards Huawei all IP Next-Gen network expansion contract
July 19
RCOM announces sale of equity stake in its Tower Company-Reliance Telecom
Infrastructure Limited
July 19
RCOM's AGM on Reliance Mobile World
July 23
Reliance Communications launches Passport Calling Solutions
July 25
RCOM join hands with for air and hotel bookings

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August 20
RCOM offers 'Live Mandi Prices' on Reliance Mobile World
August 31
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
September 9
Reliance Communications launches Money Transfer on Reliance Mobile Phones
September 10
RCOM launches BlackBerry 8830 World Edition Vodafonephone
'Bloomberg Professional' now on Reliance Mobile
September 11
Reliance Communications ties up with to offer local search on Reliance
Mobile World
September 18
Strategic partnership with Vanco
October 3
Reliance Communications announces Classic Celebrations- Classic Handset sales top 10
million- Color Handset @ Rs.999
October 20
Reliance Communications to launch nationwide GSM Services under existing Unified
Access Service Licenses
October 22
Reliance Communications brings 'Durgotsav Live' Videocast on mobile
November 7
Reliance Communications Launches 'Diwali Dhamaka'
November 15
RCOM launches Rural Mobile Application Contest
November 16
Fair & Lovely Scholarship on Reliance Mobile World is winner at the MMA awards,
November 27
FLAG and GlassHouse ink landmark partnership
December 11
Reliance Communications adjudged World‘s Top CDMA Operator at the Global CDMA
Industry Achievements Awards Fete
December 20
Reliance Communications completes Yipes‘ acquisition
December 24
RCOM announces special offers for Christmas and New Year.

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January 01
Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance IndiaMobile
prepaid users to call anywhere in India at Re one per minute.

January 19
Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth

January 23
TIMES NOW launched on Reliance Mobile Phones, making it the world‘s first TV
channel to be launched on a mobile phone.

March 06
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.

March 21
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.

March 23
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.

March 29
Reliance Infocomm becomes India‘s first telecom operator to launch seamless inter-
standard international roaming service - 1World.1Number, with single number on
international CDMA and GSM networks.

April 27
Reliance Communications launches India‘s 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.
June 22
Reliance Communications ties up with Disney to offer on Reliance Mobile World India's
first 3D animation on mobile.
July 03
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.

July 19
Reliance Communications slashes ILD rates by up to 66%

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August 7
T-Com signs contract with FLAG Telecom for Europe-US bandwidth
September 5
Union Communications & IT Minister ThiruDayanidhiMaran inaugurates Reliance
Communications‘ FALCON Cable System.

November 17
Reliance Communications launches Free Group Term Life Cover for its CDMA
December 28
Reliance Communications‘ FLAG Telecom announces FLAG Next Gen to cover 60
January 04
Reliance introduces first e-recharge facility in CDMA in India.
January 24
Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65 crore
Indians by December 2005.

June 26
Anil Ambani appointed Chairman of Reliance Infocomm

July 30
Air Deccan and Reliance WebWorld join hands to offer air ticket booking facility at
Reliance WebWorld

August 11
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.

August 18
Reliance Infocomm rolls out international roaming facility across several countries to
become the first Indian CDMA operator to offer its customers such a service.

September 06
Reliance Infocomm tied-up with the Bombay Stock Exchange to make available live
stock quotes on its mobile phones.

September 15
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.

September 21
Apollo Hospital and Reliance Infocomm join hands to provide top class healthcare

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service to millions of Indians in over a hundred Indian cities.

October 13
Reliance WebWorld wins Frost & Sullivan Market Leadership Award for Video
Conferencing services.

November 12
Reliance Infocomm hosts the 4th global CDMA Operators Summit.

November 22
Reliance Infocomm joins hands with Indian Airlines to offer India's first mobile booking
of domestic airline ticket.

November 30
Reliance Infocomm introduces MOREbile, redefines customer rewarding with 33 %
more talk time on prepaid recharges of Rs 315 denomination and above and much more.

December 12
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.

January 12
International wholesale telecommunications service provider, FLAG Telecom
amalgamates with Reliance Gateway, a wholly owned subsidiary of Reliance Infocomm

February 9
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

February 17
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

March 22
Reliance Infocomm launches multi-player gaming on RIM handsets - a first in India

April 05
Reliance IndiaMobile introduces International Roaming facility to 172 countries, 300

April 23
Reliance Infocomm introduces first ever auction facility on Mobile phones through R

May 27

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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.

June 8
Reliance Infocomm introduces World Card - a Prepaid International calling card for
affordable and convenient ISD calls from India.

July 29
Announces India's First MPLS Global VPN Solution in partnership with MCI

August 5
Launches the first regional Customer Contact Centre in Chennai

September 6
Mukesh D. Ambani, Chairman, Reliance Infocomm, receives Voice & Data "Telecom
Man of the Year" award

September 9
Introduces Railway Ticket booking from R World data applications suite of Reliance

October 12
Mukesh Ambani voted the world‘s most infuential telecom person by UK-based
publication Total Telecom.

October 19
Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry
Achievement Award for International Leadership.

January 15
Introduces Dhirubhai Ambani Pioneer Offer for Reliance India Mobile service
February 14
Launches Reliance Web World in top 16 cities

March 31
Launches International Long Distance Services

April 3
Commissions all backbone rings

April 25
Introduces colour handsets

May 1
Launches Reliance India Mobile Service commercially in top 92 cities
with one million customers.

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June 10
Launches India's first wireless Point of Sale (POS)

July 1
Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and
connection for just Rs 501.

Sets world record - acquires one million customers in 10 days

July 3
Launches R Connect Internet connection cable

Aug 26
Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal

September 20
"Navratri" a data service in R-World posts a world record of 10 million downloads on
the first day of the launch.

September 30
R World clocks a phenomenal 1 billion hits in 1 month

October 6
Launches integrated broadband centre at Reliance WebWorld, Bangalore

October 24
Deploys pilot of Home Netway in Mumbai

October 30
Reliance becomes India's largest mobile service provider within 7 months of commercial

November 3
Customer base touches 5 million

November 12
Migrates to Unified License Regime

November 16
Launches National Roaming

November 21
Launches International SMS to 159 countries launched

December 19
Adds 4500th Contact Centre Executive
Contact Centre becomes the largest such facility deployed by any single Indian Service

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January 15
First Base Transceiver Station (BTS) made "Ready for Electronics"
February 25
Obtains International Long Distance License from Govt. of India

December 22
Commissions 1st Optic Fibre Backbone ring

December 24
Establishes 1st Point of Interconnect (POI) in New Delhi

December 27
Hon'ble Prime Minister of India Sh.AtalBehari Vajpayee e-inaugurates Reliance
Hon'ble Union Minister for Parliamentary Affairs, Information Technology and
Communications, PramodMahajan, inaugurates NNOC


May 1
First Media Convergence Node made "Ready for Electronics" at Jaipur

May 10
Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra


The Dream, 1999
"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, November 15
Reliance Infocomm begins Project Planning


The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man
would have access to affordable means of information and communication. Dhirubhai, who
single-handedly built India‘s largest private sector company virtually from scratch, had
stated as early as 1999: ―Make the tools of information and communication available to
people at an affordable cost. They will overcome the handicaps of illiteracy and lack of
mobility.‖ It was with this belief in mind that Reliance Communications (formerly Reliance

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Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone. This
backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai‘s
70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance
Communications has a reliable, high-capacity, integrated (both wireless and wireline) and
convergent (voice, data and video) digital network. It is capable of delivering a range of
services spanning the entire infocomm (information and communication) value chain,
including infrastructure and services — for enterprises as well as individuals, applications,
and consulting. Today, Reliance Communications is revolutionizing the way India
communicates and networks, truly bringing about a new way of life, relationship and help
to develop these concepts. Together, these ideas can be converted into products and
services that have great market potential.


―We will leverage our strengths to execute complex global-scale projects to facilitate
leading-edge information and communication services affordable to all individual
consumers and businesses in India. We will offer unparalleled value to create customer
delight and enhance business productivity. We will also generate value for our capabilities
beyond Indian borders and enable millions of India's knowledge workers to deliver their
services globally.‖

     By 2015, be amongst the top 3 most valuedIndian companies .
     Providing Information, Communication & Entertainment services, and being the
      industry benchmark in
     Customer Experience, Employee Centricity and Innovation.


    We will put customer first at all times, and built long term relationship with them.

    We shall believe interpretation and keep every commitment that we make.

    We will operate with honesty and integrity interpretation all our dealings.

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    We treat every individual with dignity and respect.

    We will approach every endeavor with zeal & an attitude towards excellence.

    Meeting and exceeding Customer expectations with a segmented approach.
    Establishing, re-engineering and automating Processes to make them
     customer centric, efficient and effective.
    Incessant offering of Products and Services that are value for money and excite
    Providing a Network experience that is best in the industry.
    Building Reliance into an iconic Brand which is benchmarked by others and leads
     industry in Intention to Purchase and Loyalty.
    Developing a professional Leadership team that inspires, nurtures talent and
     propagates RCOM Values by personal example.


Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock
Exchange, it is India‘s leading integrated telecommunication company with over 80 million
customers. Our business encompasses a complete range of telecom services covering mobile
and fixed line telephony. It includes broadband, national and international long distance
services and data services along with an exhaustive range of value-added services and
applications. Our constant endeavour is to achieve customer delight by enhancing the
productivity of the enterprises and individuals we serve. Reliance Mobile (formerly
Reliance India Mobile), launched on 28 December 2002, coinciding with the joyous
occasion of the late Dhirubhai Ambani‘s 70th birthday, was among the initial initiatives of
Reliance Communications. It marked the auspicious beginning of Dhirubhai‘s dream of
ushering in a digital revolution in India. Today, we can proudly claim that we were
instrumental in harnessing the true power of information and communication, by
bestowing it in the hands of the common man at affordable rates. We endeavour to further
extend our efforts beyond the traditional value chain by developing and deploying
complete telecom solutions for the entire spectrum of society.


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Reliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by
Shri Dhirubhai H Ambani (1932-2002), ranks among India‘s top three private sector
business houses in terms of net worth. The group has business interests that range from
telecommunications (Reliance Communications Limited) to financial services (Reliance
Capital Ltd) and the generation and distribution of power (Reliance Infrastructure
Limited). Reliance – ADA Group‘s flagship company, Reliance Communications, is India's
largest private sector information and communications company, with over 80 million
subscribers. It has established a pan-India, high-capacity, integrated (wireless and
wireline), convergent (voice, data and video) digital network, to offer services spanning the
entire infocomm value chain. Other major group companies — Reliance Capital and
Reliance Infrastructure — are widely acknowledged as the market leaders in their
respective areas of operation.

   Reliance Energy Ltd.                        Reliance Mutual Fund

        Harmony                                Reliance Communications

   Reliance Life Insurance                     Reliance Anil Dhirubhai Ambani Group

                                               Reliance Portfolio Management Service
   Reliance General Insurance

   Reliance Big Entertainment

   Reliance Mobile Stores

If you walk into any Reliance Mobile Store, you can avail the below products & services

      Prepaid & Postpaid Mobile services
      Bill Payment

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      Dedicated Customer care for prompt assistance
      Fixed wireless phone
      Latest range of handsets
      Wireless Internet

With the spread of more than 500 cities in the country, you are sure to find one in your


 Regarded as one of the foremost corporate leaders of contemporary India,Shri Anil D
Ambani, 48, is the chairman of all listed companies of the Reliance ADA Group, namely,
RelianceCommunications, Reliance Capital, Reliance Energy and Reliance Natural Resources
limited.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),
India‘s largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief
Executive Officer, and was centrally involved in every aspect of the company‘s management
over the next 22 years. He is credited with having pioneered a number of path-breaking
financial innovations in the Indian capital markets. He spearheaded the country‘s 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

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      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 RajyaSabha,
Upper House of India‘s 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 ‗India‘s 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.




          o SHRI S.P. TALWAR


          o SHRI A.K.PURWAR


    Strengths and enhances existing business roles.

    Drives greater empowerment, business focus, operational efficiencies and

       customer value.

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    Takes another significant steps towards institutionalization and building a

      conglomerate of the future.


Anil Ambani: Telecom person of the year 2007

      His marketing strategy has made millions of Indians happy, they got the best mobile
      tariffs in the world-local call costs at 15 paise/minute, and STD call at 40 paise/minute
      NEW DELHI, INDIA: When the VOICE&DATA jury, comprising eminent
      professionals from the telecom field, met in Delhi in June to choose the Telecom
      Person of the Year 2007, the five-hour selection process was steamy. The reason was
      obvious: The telecom sector is growing faster than any other segment and naturally
      their CEOs have a lot to crow about. The jury had to select one from three CEOs,
      who had made it to the final list through nominations from the industry and the
      initial scrutiny. Among the three, one of the main contenders was a young CEO. The
      jury decided that he should come back next year to try and win the coveted award.
      The list now had two names-both CEOs of two well-known companies. The pivotal
      difference between the two: one is an entrepreneur and the other is not so popular,
      as his credit is shared among a number of his big daddies. Following a five-hour
      closely held, hotly debated discussion, the name was announced: Anil Dhirubhai
      Ambani, chairman of Reliance Communications. Anil Ambani joined Reliance
      Industries (currently promoted by his brother Mukesh Ambani, following their
      split) in 1983 as co-chief executive officer. Forbes ranked him number 104 among
      the World's Richest People in 2006. The Ambani family faced criticism when it
      announced its ambitious plans to build a countrywide telecom network, as its prior
      expertise lay in commodities-textiles and petrochemicals-business only. Apart from
      that telecom needs a service-oriented mindset, critics felt. What they did not
      remember was how the family had served its millions of shareholders.

      Policies in India are made in line with Ambani's vision, says an industry expert. His
      business acumen and closeness to politicians assisted him in making it to the
      RajyaSabha in June 2004, as an independent member. Ambani chose to resign
      voluntarily on March 25, 2006. The same association with politicos gave him
      negative returns too when the Mayawati Government in Uttar Pradesh put a
      spanner on his ambitious plans to build a 1,200-acre SEZ. Media sees his aggression
      when he announces financial results for the Reliance ADA group of companies, and
      when he attends the annual general meetings and faces questions from shareholders.
      When he meets the press, he has answers to all their questions. He also remembers
      to call select journalists by name. To merchant bankers he, who has already
      contributed immensely to the financial reforms of the country, is one of the financial
      wizards of the world. May be because of his expertise, he gave up in the race to grab
      Hutchison Essar stake, after indirectly jacking up the valuation. His negotiations
      with the Qualcomm chief are also a folk theory now. How did Ambani become the
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      VOICE&DATA Telecom Person of the Year 2007? What are his personal and
      organizational achievements in the recent past? His path-breaking marketing
      strategy that was put in by the strongest team of telecom professionals the country
      has ever seen has made millions of Indians happy as they got the best mobile tariffs
      in the world. The aggression resulted to adding to his already swollen kitty. Every
      hour India will be adding around 20,000 new mobile customers and Reliance
      Communications over 4,000. When mobile telephony first began in India, a local call
      cost Rs 16 per minute; an STD Rs 50; and a call to the US Rs 100 per minute. With
      Reliance Communication‘s pioneering price initiative, a local call now costs a mere
      15 paise per minute, STD 40 paise, and a call to the US costs less than Rs 2 per
      minute. The presence of Reliance Communications is making the competition in
      India panicky. Global telecom forces will also shortly start feeling the heat. Ambani
      has also recently announced his Rs 1,200 crore buyout of Yipes Holdings.

Achiever's Pride

            Undertook financial restructuring of Reliance communications
            To spend Rs 16,000 crore to expand and strengthen network coverage
            After expansion, Reliance Communications will have the single largest
      wireless network in the world
            Launched the lowest-cost classic brand handset at Rs 777
            Subscriber base grew to over 28 mn during last fiscal, registering 60%
            Total Revenue shot up to Rs 14,468 crore, an increase of 34%
            Net Profit rises to Rs 3,163 crore, an increase of over 600%
            Revenues of the wireless business increased by 46% to Rs 10,728 crore
            Broadband achieved revenue growth of 123% to Rs 1,144 crore
            Market capitalization crossed Rs 100,000 crore
            Will add 23,000 more towers
            Telecom services will be available in over 23,000 towns and 600,000 villages
            Next generation DTH network has been launched end of the year .

      Reliance Communications' wireless subscriber base grew to over 28 mn last fiscal,
      registering a 60% growth. This makes it one of the top two wireless operators in
      India."Economic growth in the future will be indexed to connectivity of millions of
      enterprise and individual customers. Over the next few years, we will have over 100
      million customers, making us one of the top 5 telecom players in the world. In four
      years, we put up a total of 14,000 towers across the country. This year alone we will
      add 23,000 more towers. Our wireless network is currently available in 10,000
      towns. By the end of this year, it will be available in over 23,000 towns and 600,000
      villages," Anil Ambani said at the first annual general meeting of Reliance
      Communications since the re-organization of the Reliance Group in June 2005."In
      four years of operations, we invested around Rs 32,000 crore. This year alone we
      will invest over Rs 20,000 crore. At the end of this year, we will have covered over
      90% of our population. If Version 1.0 of the Indian telecom story was all about
      affordability, Version 2.0 will be about reach. Our Network expansion will give us

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    the power to drive the market and stay ahead of the curve," Ambani
    adds.According to Ambani, the financial restructuring of Reliance Communications
    is the biggest turnaround story in the history of corporate India. The inherited
    ownership structure of Reliance Communications was complex. The reorganization
    has yielded a simple, fair, and transparent ownership structure, and given Reliance
    Communications 100% ownership of all operational and associate
    companies.Reliance Communications is now among the three most valuable private
    sector companies in India, and the five most valuable telecom companies in Asia. In
    the current Fiscal, Reliance Communications will spend Rs 16,000 crore to further
    expand and strengthen its network coverage across India and the rest of the
    world.In addition to organic growth, Reliance Communications will leverage the
    advantages derived from this impressive financial platform to explore and pursue
    any significant Opportunities available in the telecommunications sector. "We are
    currently evaluating a number of inorganic opportunities in select international
    markets to further expand our footprint," Ambani said.Reliance Communication‘s
    One India, One Tariff plan allowed millions to connect across India at just one
    rupee a minute. The company was the first one to break the Rs 1,000 entry-barrier
    with the launch of the lowest-cost classic brand handset at Rs 777.As per its
    expansion plan, Reliance Communications will have the single largest wireless
    network in the world, covering over 900 mn Indians or more than 15% of the global
    population. It will cover 23,000 towns or every single Indian habitation with a
    population of over 1,000. Reliance Communications will cover almost 100% of all
    rail routes, providing seamless voice, video, radio, and Internet connectivity to 14
    mn commuters every day. It will also cover almost 100% of all national highways,
    and 84% of all state highways, giving millions of users the power to talk, text, surf,
    play, chat or simply stay in touch across nearly the entire length of India's 2,00,000-
    km-long road network.Having achieved tremendous growth, the main challenge for
    Reliance Communications is to improve quality of service and ARPU. Its enterprise
    business is also not in a position to compete with the global majors. Stock market
    valuations may boost the fortunes of an entrepreneur, but Ambani needs to address
    the issues faced by the growing mobile customer base, especially in India, where
    bureaucracy takes pride in checking the businessman.


    Reliance Communications (formerly Reliance Communications Ventures) is one of
    India's largest providers of integrated communications services. The company has
    more than 20 million customers and serves individual consumers, enterprises, and
    carriers, providing wireless, wireline, long distance, voice, data, and internet
    communications services through a number of operating subsidiaries. The company
    sells communications and digital entertainment products and services through its
    chain of Reliance Web World retail outlets. The company's Reliance Infocomm
    subsidiary provides wireless communications services throughout India. Reliance
    Communications is part of the Reliance - Anil Dhirubhai Ambani Group.The
    current network expansion undertaken by Reliance is the largest wireless network
    expansion undertaken by any operator across the world.It was with this belief in

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       mind that Reliance Communications (formerly Reliance Infocomm) started laying
       60,000 route kilometres of a pan-India fibre optic backbone. This backbone was
       commissioned on 28 December 2002, the auspicious occasion of Dhirubhai‘s 70th
       birthday, though sadly after his unexpected demise on 6 July 2002. Reliance
       Communications has a reliable, high-capacity, integrated (both wireless and wire
       line) and convergent (voice, data and video) digital network. It is capable of
       delivering a range of services spanning the entire infocomm (information and
       communication) value chain, including infrastructure and services — for
       enterprises as well as individuals, applications, and consulting.Today, Reliance
       Communications is revolutionizing the way India communicates and networks,
       truly bringing about a new way of life.We will leverage our strengths to execute
       complex global-scale projects to facilitate leading-edge information and
       communication services affordable to all individual consumers and businesses in
       India. We will offer unparalleled value to create customer delight and enhance
       business productivity. We will also generate value for our capabilities beyond
       Indian borders and enable millions of India's knowledge workers to deliver their
       services globally.

       Code of Conduct

Reliance – ADAG continually reviews corporate governance best practices to ensure that
they reflect global developments. It takes feedback into account, in its periodic reviews of
the guidelines to ensure their continuing relevance, effectiveness and responsiveness to the
needs of local and international investors and other stakeholders.Our code of conduct and
business policies encompass the following areas:

 Values and commitments
 Code of ethics
 Business policies
 Ethics management
 Prevention of sexual harassment
 Policy on insider trading

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Reliance Communication Limited


     PRESIDENT                   PRESIDENT
     (PRESONAL                   (ENTERPRISES
      BUSINESS)                  BUSINESS)






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                   CHAPTER 2 :LITERATURE REVIEW


      According to the Webster‘s dictionary, literature is ―the writings that
pertain to a particular branch of learning, and printed matter‖. And review
means ―to examine again, to study carefully‖.Therefore literature review is
the printed matter which we study very carefully during our work. This
project is also a collection of insight into the different printed material.As
this project is specifically related to sales of financia l products hence books
on investments is one of the study materials.The insurance institute of India
has published books which give an insight into the life insurance products
and general insurance products.The main source of data through which this
project has taken its shape is the circulars of SEBI and IRDA. These
circulars give description of existing market.The knowledge about the
marketing principles is gained from the book ―principles of marketing‖
written by Philip Kotler.Chapter ―positioning and ma rketing of services‖ of
the ―service management and operations‖ published by prentice hall
international editions gives us the outline of marketing of services.Chapter
―Building Customer Satisfaction, Value and Retention‖ of ―Marketing
Management‖ written by Philip Kotler. Purpose of this book is to provide
background needed to understand the basics of forming strong customer
bonds and customer relationship management.Chapter on distribution
channels in the book ―marketing channels‖ written by Louis W.stern & add
I.E.I Ansary. Purpose of this book is to provide the detailed knowledge
about what is distribution channel, its importance & role in
marketing.Chapter ―The concept and role of mutual funds‖ of the AMFI

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mutual fund testing programme by association of mutual funds in India.
This book provide concept of mutual funds.The article ―managing your
Demat account‖ published in the MINT dated June 18, 2007 page 12 give
knowledge about Demat account.Last but not the least, the practical
experiences of reliance money has given the best ever exposure on the
actually market works in financial products and services.

                     SIGNIFICANCE OF STUDY

      The need of the study arises because of the reason that a trainee must
understand the company, its achievements and tasks, products and services
and also to collect information about its competitors, its products and
services offered. So that, after understanding and collecting information
about the organization and its competitors, a trainee will be able to work
well for the organization.

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                            INTRODUCTION OF THE TOPIC;

                                 What is SWOT Analysis?

SWOT analysis is a basic, straightforward model that provides direction and serves as a
basis for the development of marketing plans. It accomplishes this by assessing an
organizations strengths (what an organization can do) and weaknesses (what an
organization cannot do) in addition to opportunities (potential favorable conditions for an
organization) and threats (potential unfavorable conditions for an organization). SWOT
analysis is an important step in planning and its value is often underestimated despite the
simplicity in creation. The role of SWOT analysis is to take the information from the
environmental analysis and separate it into internal issues (strengths and weaknesses) and
external issues (opportunities and threats). Once this is completed, SWOT analysis
determines if the information indicates something that will assist the firm in accomplishing
its objectives (a strength or opportunity),SWOT analysis is a general technique which can
be applied across diverse functions and activities, but it is particularly appropriate to the
early stages of planning for a TIPD visit. Performing SWOT analysis involves generating
and recording the strengths, weaknesses, opportunities, and threats relating to a given task.
It is customary for the analysis to take account of internal resources and capabilities
(strengths and weaknesses) and factors external to the organization (opportunities and

SWOT analysis can provide:

A framework for identifying and analyzing strengths, weaknesses, opportunities and
threats.This checklist is for those carrying out, or participating in, SWOT analysis. It is a
simple, popular technique which can be used in preparing or amending plans, in problem
solving and decision making.Illustrative diagram of SWOT analysis If SWOT analysis does
not start with defining a desired end state or objective, it runs the risk of being useless. A
SWOT analysis may be incorporated into the strategic planning model. An example of a

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strategic planning technique that incorporates an objective-driven SWOT analysis is
SCAN analysis. Strategic Planning, including SWOT and SCAN analysis, has been the
subject of much research.Strengths: attributes of the organization those are helpful to
achieving the objective. Weaknesses: attributes of the organization those are harmful to
achieving the objective. Opportunities: external conditions those are helpful to achieving
the objective. Threats: external conditions that is harmful to achieving the objective.
SWOT analysis can be used for all sorts of decision-making, and the SWOT template
enables proactive thinking, rather than relying on habitual or instinctive reactions.The
SWOT analysis template is normally presented as a grid, comprising four sections, one for
each of the SWOT headings: Strengths, Weaknesses, Opportunities, and Threats. The free
SWOT template below includes sample questions, whose answers are inserted into the
relevant section of the SWOT grid. The questions are examples, or discussion points, and
obviously can be altered depending on the subject of the SWOT analysis. Note that many of
the SWOT questions are also talking points for other headings - use them as you find most
helpful, and make up your own to suit the issue being analyzed. It is important to clearly
identify the subject of a SWOT analysis, because a SWOT analysis is a perspective of one
thing, be it a company, a product, a proposition, and idea, a method, or option, etc.

   Here are some examples of what a SWOT analysis can be used to assess:

      a company (its position in the market, commercial viability, etc)
      a method of sales distribution
      a product or brand
      a business idea
      a strategic option, such as entering a new market or launching a new product
      a opportunity to make an acquisition
      a potential partnership
      changing a supplier
      outsourcing a service, activity or resource
      an investment opportunity


       Lack of communication between retailers and distributor.
       Lack of improper distribution channel.
        Competitors
        Not regular visit of DSE and Runner
        All retailers are not aware of new scheme of RCOM
       Lack of sales promotion and advertisement
        Retailer doesn‘t get claim at proper time
        No visit of DL or any other person to the retailer‘s shop

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 Strength                               Weakness
     Low Entry Cost                       Branding Image
     Commission Structure                 Distribution problem
     Fast Activation Process              Limited product portfolio- Only
     Network                                Mobile
     Connectivity                         Lack of Competitive Strength
     Data GPRS                            Limited Budget

 Opportunity                            Threat
    Preference of GSM over CDMA            Political destabilization.
    New Specialist application             New Entrants
    Rural Telephony                        IT Development
    New Market, Vertical, Horizontal       Market Demand
    Competitors` Vulnerabilities           Seasonality,Weather Effects

Customer Satisfaction
 Retailer Satisfaction
 Increase in Sale
 Sales Promotion
Proper Distribution Channel.

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The sharpest weapon that a corporation can develop to survive and thrive, in the globalized

market place is competitiveness. Its cornerstone, as articulated by strategy Guru Michael

Porters is. its ability to create more value, on a sustainable basis, for the customer than its

rivels can. The competitiveness of a corp. flow froms a clearly defined strategy, devised

after analysis the different forces in the industry impacting on the company, According to

Porterian three generic alternatives:

Cost leadership, differentiation, or strategic focus. Applying these principles along with the

related ones of building entry barriers, erecting economics of scale, developing marketing

competitors Reliance has attained global levels of competitiveness adopting a single unique

route to attain competitive status (their competitive weapon is the scale of operations).


Reliances led achievement in manufacturing is, of course, its comment once process

technology since its products do not need cutting edge. Not only has Reliance pushed its

production capacity beyond normal levels, its has develop supervisor processes to increase

the utilisation and cost efficiency level .The company has technical collaborations with Du-

Pont Canada, Unipol/sheel technology Japan, and Sinco technology Japan which name

enhanced their capabilities in the areas of production efficiency and quality improvements

- this helping Reliance to supply to its customers the best of quality at the right

price.Communication is the synergy of information and communication services brought

about by the digitalisation and convergence. In the fast moving and competitive knowledge

era, Communication is not only a driver of growth but also competitiveness. Reliance

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Communication is revolutionising telecommunication in India by provisioning services that

would match with the leading operators of the most developed countries. These services are

the outcome of state-of-the-art network technologies that have been inducted in the

Reliance Communication network.

Our network consists of the latest switching, transmission and access technologies. The core

of the network consists of fiber deployed throughout the country. Deployed over the fiber

media are the DWDM and SDH transmission technologies in ring topology to provide

ultra-high bandwidth capacity and failure proof backbone. Besides circuit switched

technologies, the backbone also has an IP architecture and uses MPLS technology to carry

data on an overlay network. In addition gigabit ethernet provide broadband services on

wirelineaccess.The switching technology deployed in our network is based on a

combination of wireline and wireless switches. While state-of-the-art digital feature-rich

wirelineswitches   meet the growing needs of Indian corporates, the CDMA 1X based

wireless switches are advanced enough to provision not only quality spectrum efficient

voice services but also 144 kbps of data rates besides SMS and MMS services. CDMA 1X

provides an in-built connectivity to internet which gives users the power of accessing

internet and data services anytime. These switching technologies enable us to provide high

quality of voice and data services to give a new experience to users.The entire network is

seamlessly integrated with the deployment of a range of operations and business support

systems (OSS / BSS). These systems help make our operations more efficient and customer

friendly. In addition, the state-of-the-art NOC helps us monitor our entire network at one

place. Call center technologies deployed would help us give the best customer

service.Finally, the most important aspect of our services is the range of feature-rich

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CDMA 1X handsets with wider colour display at attractive prices. All handsets are data

enabled that permit users to access our bouquet of services.The technologies help Reliance

Communication to provide world class telecom services in both voice and data at prices

affordable by the Indian masses.


―Doing business without advertising is like winking at a girl in the dark, you know what

you are doing but nobody else does‖.Reliance is a big or one may say a massive industrial

by :- with its rapid industrial vertical integration it has created awareness and an image for

itself, in the domestic as well as international markets. This itself is a promotional tool.Vast

recognition to Mr.Ambanis achievement in business magazines, newspapers. International

magazine have itself helped in promoting the company and is good in the country.

Recognition to Mr. Ambani work hear also seen when he received the awarded for the best

industrialist by the Wharton school of management USA.Most of the advertising for

Reliance is done by the Advertising Agency "Mudra" which is there in house agency.The

company is an industrial product advertiser. Some most common objective of its one to

inform, to bring in orders, to stimate queries, to empanel the marketers name on the

buyers panel of sources industrial advertising is prepared in the form of message inserted

in trade journals and lay press. It motivates the distributors. It also seeks to develop and

build up a corporate image. It reminds the final consumer about the part it play in offering

to them the final product.Reliance's customer focused R&D efforts comprise a critical part

of its competitive arsenal used for creating customers and enhancing market share.Quality

initiatives at Reliance are closely integrated with R&D efforts, R&D is aimed at product

quality enhancement, enhancing customer serve, new product developments, process

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improvement, and development of more environment friendly processes.Reliance's

customer focused R&D efforts comprise a critical part of its competitive arsenal used for

creating customers and enhancing market share. New product applications developed by

the R&D team continue to be key drivers of incremental demand growth for Reliance's

products. While introducing new products, technical interaction with customers is

encouraged for understanding their requirements to fulfill their quality needs. R&D efforts

are thus fine tuned to deliver solutions. The focus of the R&D and market development

efforts is not merely to sell and service customers but to deliver value.Reliance's R&D

efforts are through ongoing internal efforts as well as joint efforts in collaboration with the

premier research organizations in India such as National Chemicals Laboratory,

University Department of Chemical Technology (UDCT), Indian Institute of Technology

(IIT) and the Bhabha Atomic Research Centre (BARC).Reliance's Product Applications

Research Center (PARC) has been at the forefront of applications research in India. PARC

- the technical wing of Reliance - is active in various customer awareness initiatives and

development of new product applications.Equipped with most modern instruments and

equipment and manned by well talented technologists. PARC is today a state of the art

technology center in the Indian petrochemical industry. Its regular publications and

programs meet with great acceptance from customers. The many presentations made by

PARC teams over the year have been recognized as well researched and highly relevant.

These presentations and other PARC initiatives have established Reliance's position as a

company dedicated towards applying latest technology for the customer's benefit in an

environment friendly way.We believe that : Our aims of employee development are not just

about acquiring skills to solve specific problems but also expanding minds to address

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problems and opportunity which have not become apparent with full understanding of

cross functional linkages.Continuing personal development is the constant obligation of all

employees and constant responsibility of all Executives, Managers and Supervisors. The

development and use of human potential and a learning organization is our bridge to

continue success in the future.



competitive position, is a respect for the development of the employee through self-help and

guidance to foster common purpose and cohesion.

We believe that:

   Our aims of employee development are not just about acquiring skills to solve specific

    problems but also expanding minds to address problems and opportunities which have

    not become apparent with a full understanding of cross-functional linkages.

   Continuing personal development is the constant obligation of all employees and

    constant responsibility of all Executives, Managers and Supervisors.

The development and the use of human potential and a learning organisation is Reliance‘s

bridge to continued success in the future.


Reliance is a relatively young company. The average age of employee in the organisation is

just 36 years. While wisdom comes from the top, decision making is pushed down below.

More importantly, people at Reliance have been drawn from diverse academic

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backgrounds - but with the fire and enthusiasm to take on increase - kingly bigger

challenges. There is a continuing emphasis on inducting fresh talent. During the year many as 216 fresh graduate engineer trainees were inducted into Reliance.


An emphasis has been placed on recruiting people with formal training that matches their

job profile.


Reliance Communication envisions a digital revolution that sweep the country and bring

about a New Way of Life. A digital way of life for a New India.With mobile devices,

netways and broadband systems linked to powerful digital networks, Reliance

Communication usher fundamental changes in the social and economic landscape of India.

Reliance Communication help men and women connect and communicate with each other.

It enable citizens to reach out to their work place, home and interests, while on the move.

It enable people to work, shop, educate and entertain themselves round the clock, both in

the virtual world and in the physical world. It make available television programmes,

movies and news capsules on demand. It        unfurl new simulated virtual worlds with

exhilarating experiences behind the screens of computers and televisions.Users of Reliance

Communication's full range of services would no longer need audiotapes and CDs to listen

to music. Videotapes and DVDs would not be necessary to see movies. Books and CD

ROMs would not be needed to get educated. Newspapers and magazines would not be

required to keep abreast of events. Vehicles and wallets become unnecessary for shopping.

Reliance Communication disseminate information at a low cost. "Make a telephone call

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cheaper than a post card". These prophetic words of Dhirubhai Ambani be a metaphor of

profound significance for Reliance Communications.Reliance Communication regularly

unfold new applications. Continually adapt new digital technologies. Create new customer

experiences. Constantly strive to be ahead of the world. Reliance Communication

transform thousands of villages and hundreds of towns and cities across the country.

Above all, Reliance Communication pave the way to make India a global leader in the

knowledge age.


Reliance communication is in the process of establishing a nation-wide, high capacity,

integrated (wireless and wire-line) and convergent (Voice, data and video) digital network,

to offer services that span the entire communication value chain – infrastructure, services

for enterprises and individuals, applications and consulting. The company‘s punch line for

prospective customers recalls Dhirubhai Ambani‘s words : ―Male a telephone call cheaper

than a post card‖.The network based on code division multiple access (CDMA) technology

aims to cover more than 65 percent of India‘s urban population. A senior Reliance official

told frontline that the company opted for this platform because CDMA is the best

technology. GSM (global mobile communications) is history. Reliance says the difference

between the two technologies is significant. ―Reliance‘s delayed launch is costing it not only

in terms of revenue but in credibility as well‖ a telecom analyst said.Having realized this,

and in order to stymie its competitors from cornering the entire subscriber base, Reliance

is offering free access to its network until the commercial launched. The tactic appears to

be aimed at capturing subscribers who would not mind checking out the service. When it is

launched they would haverealisedits benefits and continue using it paying competitive fees.

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This also gives them time to test the quantity of the network. By that time issues such as

interconnect, SMS (short messaging service) and Internet may get sorted

out.MeheshUppal, director, Telecommunications and Computer Information Systems, is

critical of the regulatory framework. ―We are perhaps the only country where CDMA-

based mobile services are treated as an extension / add-on of a fixed line service rather than

like any other mobile service. The two technologies compete aggressively in the mobile

market the world over. That is what they should do in India‖. He pointed out that the ―real

issue‖ was not whether should be allowed or not. Since 1999, the regulatory framework

regards in technology natural terms except with respect to the last mile.The crux of the

issue that has raised a controversy is whether CDMA-based can be used by fixed-line

operators on terms and conditions not of mobile licences but fixed-line basic licences come

with vastly different and much more favourable interconnect terms for fixed-line operators

which cellular operators do not have. Uppal believes that the earlier choice of GSM ―was a

good one‖. ―The market was nascent. It was a small market. Had there been different

technologies, the market would have been split and made it even more difficult to achieve

volume efficiencies,‖ heremarked.He argues: ―Since both technologies have came into their

own, they should be allowed to compete head-on. We should not have the current

regulation, which applied different sets of terms and conditions for their use. Technology

neutrally is a must‖. The Reliance strategy is to straddle all three segments of operations in

telecom – fixed line, mobile and limited mobile, or services. Analysts and commentators

agree that TRAI is likely to remove the separate status as a category of service that has

been accorded to . The company already has a presence in national and international long-

distance telephony. TRAI‘s recent ruling on tariffs has benefited operators. There are

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already murmurs that the ruling fits Reliance‘s requirements very well. Although cellular

operators, notable among them the Bharti Group, have alleged that they stand to lose Rs.

2,000 crores because of the free incoming calls mandated by TRAI charges, industry

sources say that it is now pay back time for cellular operators, who have consistently

benefited from favoured treatment at the hands of TRAI.The clear losers are, however, the

two publicly owned fixed-line telecom operators, Bharat Sanchar Nigam Ltd. (MTNL).

Although the new interconnect charges prescribed by TRAI appears to have ―levelled the

field‖ between and cellular operators, the regulator has tilted the balance in faviour of the

companies by fixing differential pulse rates for the two sets of operators. Subscribers of

fixed-line operators in a non-metro- typically of MTNL or BSNL – be charged on a pulse

rate of 120 seconds if they call a phone. However, calls to a cell phone be charged at a

pulse rate of 60 seconds. In effect, calls to call to a phone. It boils down to this: it is cheaper

to call a phone than a cell phone, although the two platforms are basically the same. The

picture is even more gloomier from the viewpoint of the two public sector companies,

which have played a major part in extending the reach of telecom in India in the last

decade. First, their tariffs have been increased; this implies that subscribers have greater

incentive to migrate out of their networks, into the hands of competitors who may be seen

to be offering a better price for the service. Second, the structure of the interconnect

charges is such that the two public sector companies earn lower revenues if their

subscribers call subscribers belonging to rival companies, rather than cellular subscribers.

In effect, the TRAI ruling mandates that BSNL and MTNL subsidize the services of rival

companies. Moreover, the regulator has prepared the ground for a shakeout in the telecom

industry by, in effect, pushing existing MTNL and BSNL subscribers to migrate to another,

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preferably platform. And, if the owner of that platform happens to be Reliance!One of the

elementary principles of networking relates to the way in which subscribers attribute value

to a network. The network is only as good as its reach. As the size of the network increases,

so does its value, but exponentially. Applying this to the Indian telecom industry can be of

some use. Basically, the reach of the Indian telecom network is still synonymous with the

reach that BSNL and MTNL have. Since the 1990s, the cellular operators have established

small networks, but have ridden the publicly owned system that has been laid with

considerable public investment. With the entry of Reliance, and the government‘s own

commitment to sell BSNL and MTNL in the not-too-distant future (Mahajan is on record

as having said that BSNL ― not be sold before 2004‖), it is evident that the field is being

prepared for the appropriation by private companies of infrastructure built by publicly

owned companies.Reliance has offered STD calls between it phone users at 40 paise per

minute, and added value to the proposition with the offer of a CDMA handset in exchange

for the GSM-based cellular phone and finance for a deferred payment option. The offer

remain on paper unless Reliance expands its own network of subscribers. But until such

time that its system acquires a critical mass, subscribers may be deterred from climbing on

to the Reliance bandwagon. What the new tariff structure does is to apply the pressure on

customers of other networks – subscribers to fixed-line operators and cellular operators, in

that order – to migrate to the Reliance or another platform, say, that of the Tatas. Reliance

also plans to use the CDMA to offer both SMS, and other data services to retail customers,

on its basic telephone package. For corporate customers, the company‘s investments in

optic fibre offers broad-band connectivity. Its presence in the long-distance segment

enable it to provide ―end-to-end services‖ for such clients. It has promised that the dial-up

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Internet ―be passe‖. It is evident that Reliance is aiming to grab market shares

quickly.Mukesh Ambani, the company‘s chairman, told reporters at the launch of Reliance

communication that the company aimed to provide anything between 1 and 8 million

handsets by March 2003. To put this is perspective, all the cellular operators together serve

about 10 million subscribers. The sharp increase in tariffs effectively rule out any increase

in teledensity in the short term. Analysts, who had suggested prior to the TRAI ruling that

teledensity increase sharply because of the entry of Reliance are likely to be way off the

mark because the tariff revision impact significantly on their prediction.

The Bharati Group has been among the key beneficiaries of the regulatory system so far.

Bharati has operations in 15 cellular circles and five basic circles; it has era of ―managed

competition‖, it have to make at least some way for Reliance. Reliance has licences that it

had from the initial foray in the first round of licence auctions. Instead, it appears to have

placed its bets rather early on the CDMA platform. In 2001, it gathered other services

operators and lobbied successfully with the Department of Telecommunications (DoT), the

Union Communications Ministry, TRAI and the apex tribunal to allow limited mobility

within a short distance. Until then was perceived only as a solution to bridge the ―last

mile‖ problem in the telecom network.(The Reliance Group has a total revenue earnings of

Rs.65,000 crores a cash profit of over Rs.7,500 crores, a net profit of over Rs. 3,600 crores

and exports of Rs. 11,400 crores. The group has total assets valued at Rs. 69,000 crores.)A

senior Reliance official told Frontline said that TRAI‘s ruling ―has worked in our favour‖.

Although he lamented the plight of the ―average consumer‖, he pointed out that they did

have a better alternative in Reliance. According to an informed source, TRAI ―may

actually be a single tariff regime‖.

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A Reliance Official Told An Economic Daily Recently: “Don’t Forget That Our Company

May Seem To Be Diversified, But It Has Built A Core Competence In Terrific Project

Management And Government Liaison Skills Which Are A Must Core Sector Ventures”. That,

More Than Anything Else Sums up the Behemoth’s Foray into the Telecom Sector and the

Regulations That Govern It.

What Should Reliance Do:

        Aggressive promotion of services and product with their competitive benefits than
         other service provider in market. Only promoting the Unlimited STD offer not
         serves the purpose.

        Come up with competitive plans in prepaid market also. At present we have only
         Rs700/- and Rs435/- plan only in prepaid services for Unlimited STD. (Reliance has
         recently launch the lowest prepaid plan starting from Rs150/-).

Still fighting to break the leadership of Airtel in cellular market, in spite of fact Reliance
has lowest call rates at present.

OPERATOR                                  USER BASE(MILLION)

Airtel                                    9.45

Vodafone                                  6.92

Reliance                                  5.92

Tata Indicom                              3.64

Idea                                      1.61

MTNL                                      1.48

Total                                     29.02

(Source: COAI and AUSPI)

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                       USER BASE(MILLION)

               Total                                           12%

                               MTNL        Idea   Tata Indicom
                                3%          3%         6%

This is total user base of Lucknow region. Airtel is maintaining the leadership in the
market followed by Vodafone and then comes Reliance.


      Airtel is a big old name in the cellular market.

      Airtel always come up with some innovative plans and services for its customer for
       e.g. Airtel was first one to come up with concept of Hello Tunes, Airtel was first one
       to launch Advance Rental scheme, it has special plans for youth, women and senior
       citizens. Airtel has something for all.

      Vodafone has zero rental plans for its customer and very competitive call rates.

      Both Vodafone and Airtelhas roped up the best in the country as their brand
       ambassadors. Vodafone has Rahul Dravid; Airtel has Shahrukh Khan and Sachin

      Airtel and Vodafone push large amount of money in the promotion of their services,
       and keep inform their customers about any new plan in market.

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Benefits of Reliance

      With Reliance you can start enjoying the mobility from Rs1800/- only.

      Reliance has postpaid plan starting from Rs99/-. No service provider has any plan
       lower than Rs149/-. In this way Reliance cut down your initial cost for enjoying the

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Chapter 4 Methodology

The main objective of this project is to take the customers feedback through a questioner
and use this feedback to do the proper improvement in the stores as per the customers
   1. To interact with the customers and document the feedback in prescribed format.

   2. To know the additional comments or suggestion of the customers.

   3. TO make the improvement on the base of the customers feedback and suggestions.

         This study will be helpful to know about the customer‘s behavior about the value
         format stores.
         1. This study helpful to retain the customers.
         2. To know about the opportunity and threat available in the market.
         3. To know about the consumers behavior.
         4. To know the improvement need in the stores, according to the customer demand.
         5. Identifying the factors influencing purchase decisions.
         6. To know about the strategy of the company.

         7. To know about the operation do within the stores.


Research Methodology is a way to systematically study & solve the research problems. He
must clearly state the methodology adopted in conducting the research so that it may be
judged by the reader whether the methodology of work done is sound or not.
Research in common parlance refers to a search for knowledge. It is a scientific and
systematic search for pertinent information on a specific topic. In fact, research is an art of

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scientific investigation. It is often referred as voyage for discovery.Research methodology is
a way to systematically solve the research problem. It is a science of studying how research
is done scientifically. In it, we study the various steps that are generally adopted by a
researcher in studying a research problem along with the logic behind them .when we talk
of research methodology, we not only talk of research methods but also consider the logic
behind the methods we use in context of our research study and explain why we are using a
particular method or technique.

Research Design

Research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in
procedure. Keeping in mind the objective of the study the research design kept is
exploratory. It allows the study of specific concerns and theory. The researcher will be
consulted various magazines, newspapers, books, and reference materials, based on which
a pre test was conducted. A pre test is essential to have an idea of the most preferred brand
in the urban market based on which the final questionnaire will be prepared. The research
will be carried out by collection of data through interviews conducted at the personal
interview. To meet the required objectives the instrument will be used for collecting data
was questionnaire method. Questionnaire is defined as a general term to include all
techniques of data collection in which each person is asked to respond to the same set of
questions in a predetermined order. Descriptive research using opinion questionnaires will
enable researcher to identify and describe the consumer preferences and needs.

Data Collection
Primary Data will be collected through structured questionnaire. Secondary data sources
such as use of the books, research journals, websites and commercial reports published by
well-known authors in the similar area have been analyzed. However, these are the only
important secondary sources that were found to be of any relevance to the research area.

(1) Primary data: - Primary data are original data gathered specially for the project at
              These data are afresh and first hand collected data.
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            Questionnaires are used for Customers

2) Secondary source: -The secondary data are those, which have already being collected
by Others and for another purpose
              Previous sales record
              Information collected from Relationship Executive for Problematic cases

Sampling Design

1) Population definition - ―People of all industry, groups, class, city, location who came
during the survey period to‗Reliance Communication.

       a) Element-All part of the country who came to Reliance Communication.
       b) Sample unit -Individuals who came to ‗Reliance Communication ‘ during my
       survey period.

2) Sampling technique
―Non probabilistic sampling through convenience sampling‖

(3)Sample size - Sample size 60 for the Questionnaires

Data Analysis:- The data obtained by survey was analyzed with the help of our project
guide in company and in our institute. The data had been codified and tabulated and
further qualitatively analyzed. For analyzing the data, the various charts like pie, line, bar
and test like chi-square etc is used. Thus,
Tools: - Graphical tools

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   Chapter 5 Data Analysis & Interpretation

How was behavior explanation from Sales person during visit to your place
Sales    Person     During NO. Of. Customer                   Percentage
Visit To Your Place
Not Good                         20                           33
Satisfactory                     10                           17
Good                             25                           42
Excellent                        05                           08


                                                Not Good



Reliance Communication Sales Person Visiting to Your Place 33% Customer Said it is not
good.17% customer only Satifacoty.42% Customer Said it is good and 8% Customer said it
is Ecellent. More Customer said Reliance Sales team Visiting For good. Excellent customer
is new customer for reliance communication. Not good customer pending for sales person
because they are face lot of problem . satisfactory they are public booth shop keeper.sales
person mostly visiting this area. Good said sales person visiting for sometime (mouthy) .

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Your experience with installation – Telephone

Experience With                 No.Of. Customer                Percentage
                                16                             27

                                18                             30
Very Good
                                14                             23
                                09                             15
Very Poor                       03                             05

                    very poor

                      poor                 Excellent
                      15%                    27%

                                            very good

Above That chart showing the Reliance Customer Experenice with Installation Telephone
.Excellent 27% Very Good30% Good23% Poor15%and Very Poor 05% .27% customer
they are new customer for reliance communication so that reason they said it is
excellent.5% customer said it is very poor pending about tellphone installation time.becuse
15 days after service active .that is the reason. 23%mostly shop keeper they said it is good.
30%(p.c.o) customer said it is very good.15% it is poor. They want to chang the installation

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Your experience with installation – Broadband
Experience With Broad    No.of. Customer                         Percentage
Excellent                06                                      10
Very Good                12                                      20
Good                     18                                      30
Poor                     15                                      25
Very Poor                09                                      15

                            Very Poor      10%

                                                     Very Good



Reliance CustomerExperenice with Broad Band Excellent 10% Very Good20% Good30%
Poor25%and Very Poor 15%.According to my survey Mostly Customer Pending For
Broad Band Service.Some Customer said true .and some Customer Not Want to Saying.
10% customer they want not to says. We have no time. that reason they said excellent.20%
New customer said it is good they was not face the any problem.25% customer upon said it
is poor .and it is give the problem .like this low downloading speed.15%customer change
the reliance broad band service.

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you educated for your Plan/Services by sales team ?

Educated Plan By Sales         No. of. Customer               Percentage
Yes                            10                             17
No                             50                             83

                  Educated Plan By Sales Person



Reliance Customer yes 17% And 83%Nofor Educated Plan/Service By SalesTeam.The
Sales Team Not sharing About Reliance New Plan.So That Reason Mostly Customer Said
No.17% P.C.O shop keeper and few other customer. because sometime sale person telling
about the new plan .rest customer said no. because sales person don‘t tell about any plan
.sales person think everyone home is tellvisone and other sources .this reason customer
knowing about the educated the new plans.

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Were you educated on Billing Process by the Sales Team ?

Educated on Billing            No .Of. Customer               Percentage
Process By Sales Team
Yes                            25                             42
No                             35                             58

           Educated on Billing Process By Sales Team
                                       Yes   No



 More Reliance Customer Not satisfied the Billing Process by Sales Team.Above Chart
Showing .Billing Process By Sales Team 42% said Yes And 58% said No.This means
reliance Person Billing Process Not Good. 58% customer said reliance billing process is not
good they are not understanding the billing process.42% said it is good some people don‘t
want to give any answer that is say yes.

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Were you interested on e-Billing ?
Interested On E-Billing NO.Of. Customer                        Percentage
Yes                       38                                   63
No                        22                                   37

                   Interested on E-billing



Mostly Customer Said Yes63% Because more People using the internet.This reason most
customer interesed the E-Billing Process. And Only 37%Customer not interested.63%
customer taking the internet service that reason mostly customer interest e-billingprocess.
And other reason customer knowing the computer and internet so that most customer
interest the e-billing process.37% customer said I don‘t know about e-billing process. that
is the reason said no.

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Do you know about Complaint logging process
Complaint Logging Process    No. of. Customer             Percentage

Yes                          06                           10

No                           54                           90

            You Know about Complanit Logging Process

                                          0%    10%



Above Chart showing the Reliance Customer knowing about complaint logging
process.90%Customer no about this Process and only 10% know About this Process.mostly
Customer do not know about complaint Logging Process.that is reason customer said
no.Sales person not telling about the complaint logging process.this reason reliance
customer said I don‘t about complaint logging process.

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Your experience with our service engineer visiting you during installation

Experience with our                     No.Of. Customer                    Percentage
service engineer
Very Satisfied                          38                                 64

Some What Satisfied                     20                                 33

Neither Satisfied Nor                   02                                 03

Some What This Satisfied                00                                 0

                                        00                                 0
Very Dissatisfied

                    Neither Satisfied                  Very Dissatisfied
                   Some What This
                     Nor Dissatisfied    0% 0% 0% 0%         0%
                    Some What

                                                                           Very Satisfied


Reliance Customer Experience With our Service Engineer 64% Very satisfied 33% Some
What Satisfied 3% Neither Satisfied Nor Dissatisfied .that means Reliance customer
satisfied with service engineer.because service engineer visiting you duringinstallation time
.but service engineer only coming installation time. 3%customer they don‘t want to give
answer. 33% customer more then new customer.

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Your experience with our network performance.

experience with our       NO.Of. Customer                Percentage
network performance
Excellent                 10                             17
Very Good                 23                             38
Good                      15                             25
Fair                      07                             12
Poor                      05                             08

       Experience with our network performance

                            Poor       Excellent
                  Fair       8%          17%

           25%                                     Very Good

Above chart showing Experience with network Perfromance Reliance Customer.
Excellent 17%Very Good 40% Good25% Fair 11%and Poor7%.7%Reliance Customer
Compliant About Reliance Network.8%customer they was complaint about network
performance.17% new customer said it is excellent.

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Your overall experience with Reliance Service

overall experience with         No. Of. Customer            Percentage
Reliance Service

Excellent                       06                          10
Very Good                       18                          30
Good                            24                          40
Fair                            09                          15
Poor                            03                          O5

                                0%                  0%
                                     Poor   Excellent
                         Fair         5%      10%

                                                            Very Good


Reliance customer Experience With Reliance Service 10% Excellent 30%very Good
40Good 15 %Fair and o5%Poor .5% Poor Customer compliant with reliance Service.they
are pending lot of problem.they want to change the land line and broad band services. 15%
customer said reliance customer very fair experience with reliance communication.
40% customer said it is good but the billing process is bad. Excellent customer is new
Pending Issue with Reliance:

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Pending Issue with             No. of. Customer                      Percentage
On Sales                       03                                    05
On Delivery                    04                                    06
On Service                     18                                    30
On Billing                     25                                    42
None                           10                                    17

                 On Sales   On Delivery   On Service    On Billing        None

                                  17%              7%



Above that chart showing the reliance customer pending issue with reliance
communication .on sales 5% on Delivery 06% On Service 30% on Billing 42%
And none 17% .According to my survey lot of people complianwith billing and None type
who is new customer for reliance service.30% customer pending about on service .but most
Customer pending issue billing process with reliance communication.

                                  Chapter 6 Conclusions

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In the market survey we learnt so many things. We interacted with different types of
customer and also their behavior. In the market we found customer view that which type
of services make them satisfy.This project are fulfill with challenges. We noticed that there
are big competitions in the market And Customers are also very intelligent. They know
that where they will get benefits, so customers also do market survey before buying any
products. So Company also does market survey for knowing customer week point and also
for that in which types of services attract to customer. In the Reliance market survey we
learned all these things that how should talk with customer and how should interact with
the customer. In the Reliance market survey we know that how motivate of customer, how
sales product in market where a lot of competitor stay in market.We learned that how
survived our self in competition market and how cooperate each other in organization.
I am work of department as like sales department.

                                 Finding & suggestion

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   I have done the marketing survey whole lucknow area and I have finding out the some
   problem about Reliance customer. There is some problem about reliance customer.

 Many Reliance customer pending about billing process. Reliance communication should be
  improvement the billing process and when billing system is proper way than many
  customer using reliance landline phone and any Reliance the first requirement
  for the Reliance communication.

 Lack of customer satisfied reliance sales person during the visiting for the customer place.
  Reliance communication sales person should be visiting and satisfied the customer .sales
  person visiting the customer area in proper way. This reason customer satisfied the reliance

 Many Reliance customer pending for broad band services. many customer said this broad
  band service is not good . because it is low downloading speed and some time secerns totale
  blank . Reliance should making the plan about broadband service.

 Many people said no any information provide reliance communication employee.
  This reason many customer not understand about reliance new plan. This kind many
  customer not satisfied with reliance communication. Reliance employee should be telling
  about new planning.

 Many customer basically(aminabad) Lucknow Pending about network performance.
  reliance basic need the network reach the customer in proper way.

 Reliance visiting engineer should be visiting in every 2and 3 week.


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   Reliance should be launch itself cell phone attracting to customer.

   Number of tower should be increase or New technology should be research for increase
    frequency power.

   Customer care should be work proper ways.

   Bill should be reach proper ways to the Customers because lot of customers are not
    satisfied from service.

   Number of franchise should be increase because a lot of customer face problem for
    deposited bill.

   Relationship should be good between customer and Reliance employees.

   Always should take feedback of customer that they are satisfied or not.

   Reliance should be launch some attracting plan to its customer.


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Reference books:-

Marketing Management by Philip kotler

Research Methodology by C.R.Kothari

Reference Websites:


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e-Mail Add
Service(s) Applied For
Service(s) Installed

Dear Customer ,
We thank you for giving us an opportunity to serve you as our esteemed customer.
We would like to know if the services rendered meet your expectations and request
suggestions to improvise them further .
Please rate our performance on a scale of 5 – Lowest – 1 , Highest – 5 .
    1. How was behavior explanation from Sales person during visit to your place
(Name & Contact no of Sales Person) .
     [1] Not Good [2] Satisfactory [3] Good [4] Excellent
    2. How much time it took to install the connection (Telephone , Broadband
   separately , if applicable) , Pls. specify  Days.
   Your experience with installation – Telephone

    1                2            3              4               5

      Your experience with installation – Broadband
    1            2               3               4               5

       Improvement suggestion , if any :
    3. Were you educated for your Plan/Services by sales team ? Yes /No (Pls
      Improvement suggestion if any :
   4. Were you educated on Billing Process by the Sales Team ?
        Yes /No (Pls Tick)
    5. Were you interested on e-Billing ?
        Yes /No      (Pls Tick)
    6. Do you know about Complaint logging process ?
        Yes /No      (Pls Tick)
    7. Your experience with our service engineer visiting you during installation

1                2               3                4                  5

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        Improvement suggestion , if any :
     8. Your experience with our network performance .

1                  2               3               4           5

        Improvement suggestion , if any :
     9. Your overall experience with Reliance Service .

1                  2               3               4           5

        Improvement suggestion , if any:
    10. Pending Issue with Reliance:
        On Sales
        On Delivery
        On Service Assurance
        On Billing

1)                          2)                            3)

Remarks By Customer:
Alternate Contact No. :

                                 For Office Use Only

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