Page |1 SUMMER INTERNSHIP PROJECT REPORT ON ―DELIGHT CALL FEED SOLUTION ( LUCKNOW)‖ FOR THE PARTIAL FULFILLMENT OF REQUIREMENT FOR THE AWARD OF POST GRADUATE DIPLOMA IN MANAGEMENT UNDER THE GUIDANCE OF:UNDER THE SUPERVISION OF: Mr.MANISH DWIVEDI Mr. .ASIF HAMEED SUBMITTED BY: ASHISH RAWAT PGDM 2009-11 INSTITUTE OF MANAGEMENT RESEARCH AND TECHNOLOGY, (APPROVED BY AICTE, MINISTRY OF HRD, GOVT.OF INDIA)VIPUL KHAND-6,GOMTI NAGAR, LUCKNOW Page | 1 Page |2 ACKNOWLEDGEMENT I would like to acknowledge and extend my heartfelt gratitude to the following persons who have made the completion of the project possible: Our Director Dr. D. Bose for his vital encouragement and support. Mr.ASIF HAMEED my Project Guide for helping me to select the topic of the project and constantly guiding me during all the phases of the project and correcting me whenever I wrong in the project work. Mr. MANISH DWIVEDI my subject faculty for giving me all necessary information and encouragement about the subject matter. Most especially my friends and class mates who helped me in collecting the necessary data from various sources. Page | 2 Page |3 DECLARATION I will take pleasure in declaring that the project work that is undertaken by me is an original and authentic work done by me. This project is being submitted I partial fulfillment for award of degree of Post Graduate Programme in Management from The content of this report is based on the information collected by me during my tenure at Reliance Communication (Lucknow)45Days of training from reliancecommunication. NAME :ASHISH RAWAT Roll No:91111 Place : Date : Page | 3 Page |4 CERITFICATE This is to certify that the project work done on (Title) Delight call Feed Solution is a bonafide work carried out by Mr.Asif Hameed under my supervision and guidance . The project report is submitted towards the partial fulfillment of 2- year, full time post Graduate Diploma in Management. This work has not been submitted anywhere else for any other degree/ diploma. The Original work was Carried during 7may to 25 june in (45) DaysReliance communication. Name & Sign of Industry Guide Date Name & Sign of Faculty Student Name and Sign ASHISH RAWAT ROLL.NO 91111 Page | 4 Page |5 PREFACE 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. Page | 5 Page |6 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. Page | 6 Page |7 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 CONCEPT OF RELIANCE COMMUNICATION 28-31 o MARKET OVERVIEW 31-32 o ORGANISATIONAL STRUCTURE 32-33 CHAPTER 2 LITERATURE REVIEW 33-34 CHAPTER 3 MAIN STUDIES 35-51 o INTRODUCTION OF THE TOPIC 35-36 o THE PROBLEMS BEING FACED 36-37 o WHAT DOES COMPANY EXPECT TO DO BY SOLVING THE PROBLEM 37 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 Page | 7 Page |8 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 Page | 8 Page |9 CHAPTER 1: INTRODUCTION COMPANY PROFILE 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- 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 Page | 9 P a g e | 10 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 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 Page | 10 P a g e | 11 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. HISTORY OF THE ORGANIZATION 2009 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 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 Page | 11 P a g e | 12 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 2008 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. 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 Globalcom‖ Reliance Communications forays into International Mobile Market with GSM License in Uganda. Page | 12 P a g e | 13 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 Company 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) 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) Page | 13 P a g e | 14 2007 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 majority 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 Naukri.com March 6 Reliance Communications ushers in ‗Virtual Global Conference Network‘ March 7 DHIRUBHAI AMBANI – THE MAN I KNEW By KOKILABEN 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 Abroad‘ 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 Page | 14 P a g e | 15 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 minute May 14 Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs 1234 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 Page | 15 P a g e | 16 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 contract 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 Yatra.com for air and hotel bookings 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 Sulekha.com to offer local search on Reliance Mobile World Page | 16 P a g e | 17 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, USA 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. 2006 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 Page | 17 P a g e | 18 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% 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 subscribers December 28 Reliance Communications‘ FLAG Telecom announces FLAG Next Gen to cover 60 countries 2005 Page | 18 P a g e | 19 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 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 Page | 19 P a g e | 20 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. 2004 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 India 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 networks April 23 Reliance Infocomm introduces first ever auction facility on Mobile phones through R World. May 27 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 Page | 20 P a g e | 21 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 IndiaMobile 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. 2003 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. 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 Page | 21 P a g e | 22 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 launch 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 Provider 2002 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 Page | 22 P a g e | 23 December 27 Hon'ble Prime Minister of India Sh.AtalBehari Vajpayee e-inaugurates Reliance Infocomm Hon'ble Union Minister for Parliamentary Affairs, Information Technology and Communications, PramodMahajan, inaugurates NNOC 2001 May 1 First Media Convergence Node made "Ready for Electronics" at Jaipur 2000 May 10 Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra 1999 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 A DREAM COMES TRUE: 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 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. Page | 23 P a g e | 24 VISION: ―We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.‖ 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. VALUES: We will put customer first at all times, and built long term relationship with them. We shall believe interpretation and keep every commitment that we make. We will operate with honesty and integrity interpretation all our dealings. We treat every individual with dignity and respect. We will approach every endeavor with zeal & an attitude towards excellence. MISSION: Meeting and exceeding Customer expectations with a segmented approach. Establishing, re-engineering and automating Processes to make them customer centric, efficient and effective. Page | 24 P a g e | 25 Incessant offering of Products and Services that are value for money and excite customers. 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. INDIA ‘S LEADING INTEGRATED TELECOM COMPANY: 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. LOOKING BACK, LOOKING FORWARD 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. Page | 25 P a g e | 26 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 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 vicinity. Page | 26 P a g e | 27 CHAIRMAN‘S PROFILE 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 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 Page | 27 P a g e | 28 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. PERSONNEL: BOARD OF DIRECTORS o SHRI ANIL D. AMBANI - CHAIRMAN o PROF. J RAMACHANDRAN o SHRI S.P. TALWAR o SHRI DEEPAK SHOURIE o SHRI A.K.PURWAR OBJECTIVES: Strengths and enhances existing business roles. Drives greater empowerment, business focus, operational efficiencies and customer value. Takes another significant steps towards institutionalization and building a conglomerate of the future. CONCEPT OF RELIANCE COMMUNICATION 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 Page | 28 P a g e | 29 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 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 Page | 29 P a g e | 30 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% growth 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 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 Page | 30 P a g e | 31 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. (2) AN OVERVIEW OF CURRENT MARKET SCENARIO 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 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 Page | 31 P a g e | 32 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 Page | 32 P a g e | 33 ORGANIZATIONAL STRUCTURE Reliance Communication Limited CHAIRMAN PRESIDENT PRESIDENT PRESIDENT (PRESONAL (ENTERPRISES (HOME BUSINESS) BUSINESS) BUSINESS) SENIOUR V.P V.P GM DGM AGM SENIOUR MANAGER MANAGER DUPTY MANAGER ASST. MANAGER Page | 33 P a g e | 34 MANAGEMENT TRAINING CHAPTER 2 :LITERATURE REVIEW LITERATURE SURVEY 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 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. Page | 34 P a g e | 35 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. Page | 35 P a g e | 36 CHAPTER 3 : MAIN STUDIES 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 threats). 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 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 Page | 36 P a g e | 37 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 (2) PROBLEM BEING FACED 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 Page | 37 P a g e | 38 RELIANCE COMMUNICATION LIMITED 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 (3) WHAT DOES COMPANY EXPECT TO DO BY SOLVING THE PROBLEM; Customer Satisfaction Retailer Satisfaction Increase in Sale Sales Promotion Proper Distribution Channel. STRATEGIC WEAPONS OF RELIANCE 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 Page | 38 P a g e | 39 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). TECHNOLOGY 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 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. Page | 39 P a g e | 40 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 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. Page | 40 P a g e | 41 ADVERTISING & PROMOTIONAL STRATEGY; ―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 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 Page | 41 P a g e | 42 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 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 Page | 42 P a g e | 43 development and use of human potential and a learning organization is our bridge to continue success in the future. FUNDAMENTAL TO THE WORK OF THE RELIANCE ORGANISATION AND ITS ULTIMATE : 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. YOUNG WORKFORCE 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 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 1997-98.as many as 216 fresh graduate engineer trainees were inducted into Reliance. Page | 43 P a g e | 44 Well-qualified An emphasis has been placed on recruiting people with formal training that matches their job profile. VISION OF RELIANCE COMMUNICATION 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 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 Page | 44 P a g e | 45 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. THE RELIANCE: LAUNCHING STRATEGIES 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. 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 Page | 45 P a g e | 46 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 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 Page | 46 P a g e | 47 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, 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, Page | 47 P a g e | 48 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 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 Page | 48 P a g e | 49 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‖. Page | 49 P a g e | 50 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) Page | 50 P a g e | 51 USER BASE(MILLION) Airtel 16% Vodafone Total 12% 50% Reliance 10% 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. Reason: 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 Tendulkar. 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. Page | 51 P a g e | 52 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 mobility. Page | 52 P a g e | 53 Chapter 4 Methodology RESEARCH METHODOLOGY OBJECTIVE 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 wants. 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. Scope 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. Meaning: 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 Page | 53 P a g e | 54 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 hand. These data are afresh and first hand collected data. Page | 54 P a g e | 55 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 Page | 55 P a g e | 56 Chapter 5 Data Analysis & Interpretation .DATA ANALYSIS AND 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 Excellent 8% Not Good 33% Good 42% Satisfactory 17% 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) . Page | 56 P a g e | 57 Your experience with installation – Telephone Experience With No.Of. Customer Percentage Installation Telephone 16 27 Excellent 18 30 Very Good 14 23 Good 09 15 Poor Very Poor 03 05 very poor 5% poor Excellent 15% 27% good 23% very good 30% 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 Procces. Page | 57 P a g e | 58 Your experience with installation – Broadband Experience With Broad No.of. Customer Percentage Band Excellent 06 10 Very Good 12 20 Good 18 30 Poor 15 25 Very Poor 09 15 Excellent Very Poor 10% 15% Very Good 20% Poor 25% Good 30% 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. Page | 58 P a g e | 59 you educated for your Plan/Services by sales team ? Educated Plan By Sales No. of. Customer Percentage Person Yes 10 17 No 50 83 Educated Plan By Sales Person Yes 17% No 83% 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. Page | 59 P a g e | 60 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 42% 58% 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. Page | 60 P a g e | 61 Were you interested on e-Billing ? Interested On E-Billing NO.Of. Customer Percentage Yes 38 63 No 22 37 Interested on E-billing No 37% Yes 63% 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. Page | 61 P a g e | 62 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% 0% 90% 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. Page | 62 P a g e | 63 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 Dissatisfied Some What This Satisfied 00 0 00 0 Very Dissatisfied Neither Satisfied Very Dissatisfied Some What This Nor Dissatisfied 0% 0% 0% 0% 0% Satisfied 3% 0% 0% Some What Satisfied 33% Very Satisfied 64% 0% 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. Page | 63 P a g e | 64 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% 12% Good 25% Very Good 38% 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. Page | 64 P a g e | 65 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% 15% Very Good 30% Good 40% 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 customer. Pending Issue with Reliance: Page | 65 P a g e | 66 Pending Issue with No. of. Customer Percentage Reliance 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 5% 17% 7% 30% 41% 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 CONCLUSION Page | 66 P a g e | 67 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 Page | 67 P a g e | 68 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 product.it 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 communication. 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. RECOMMENDATION Page | 68 P a g e | 69 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. BIBLIOGRAPHY Page | 69 P a g e | 70 Reference books:- Marketing Management by Philip kotler Research Methodology by C.R.Kothari Reference Websites: www.google.coms www.allbusiness.com www.enterpreneur.com www.reliance communication.com www.reliance.com CUSTOMER FEEDBACK FORM CUSTOMER NAME CONTACT PERSON Page | 70 P a g e | 71 CUSTOMER ADD 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) .  Not Good  Satisfactory  Good  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 Tick) 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 Page | 71 P a g e | 72 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 None References: 1) 2) 3) Ph.Ph.Ph. Remarks By Customer: Name: Signature: Alternate Contact No. : For Office Use Only ASM NAME: SE NAME: SA NAME: EMP_CODE: Page | 72 P a g e | 73 Page | 73 P a g e | 74 Page | 74
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