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A project report jyotsana

The document provides information about a project report submitted by Jyotsana Verma to partial fulfillment of the Bachelor of Business Administration degree. The report is on the potential of sales, marketing, and promotion for IDEA Cellular in Kanpur, India. It includes sections on the acknowledgements, declaration, table of contents, introduction to the company, research methodology, data analysis, and final report conclusions. The objective is to find possible tools to enhance revenue for IDEA Cellular by analyzing customer awareness, requirements, and promotion strategies in Kanpur.

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1 A PROJECT REPORT ON POTENTIAL OF SALES , MARKETING AND PROMOTION Submitted for partial fulfillment for award of Bachelor of Business Administration Degree SUBMITTED TO MS. SAMINA SADIQ SUBMITTED BY Jyotsana verma Roll-1205008483 Sem- VIth SSiikkkkiimm MMaanniippaall UUnniivveerrssiittyy,,DDEE MMAARRCCHH-- 22001155
2 BONAFIDE CERTIFICATE Certified that this project report titled “POTENTIAL OF SALES , MARKETING AND PROMOTION.” is the bonafide work of “Jyotsana Verma” who carried out the project work under my supervision. SIGNATURE SIGNATURE (External Examiner) (Faculty Guide)
3 Certificate from co.
4 Acknowledgement Co-operation and building up of moral are the essence of success. These are two factors that go a long way in achieving it. It is a Herculean task, which lacks these two determinants of success. Summer training was an exposure to corporate environment. It was an opportunity and great pleasure for me to be in such an environment and having interaction with concerned people. I express my deep sense of gratitude to our Respected Ms Samina Sadiq. ‘‘SMU- PCTI, Mahanagar” for providing me the guidance fro the successful completion of this project report. Mr. Mayank Agarwal HOD- SMU-PCTI, Mahanagar Lucknow, , left no stone unturned in guiding me along the course of my Project work. I am indeed grateful to him for his support and guidance. I express my heartily respect and profound thanks seniors for their enlightening and meticulous guidance for the consummation and evaluating of this project. Finally, to my parents, for all the care and support with which they overwhelmed me through long months of compiling the report. I sincerely hope that my first venue in this field is appreciated. Offering thanks. JYOTSANA VERMA Roll no.-1205008483 VIth Semester
5 DECLARATION I hereby declare that the project report entitled “Potential Of Sales , Marketing And Promotion” for IDEA. in partial fulfillment of requirements for the degree of Bachelor of Business Administration to Institute of management, Luc know is my original work and not submitted for the award of any other degree, diploma, fellowship or any other similar title or prizes. JYOTSANA VERMA Roll no.-1205008483 VIth Semester
6 Table of Content Particular Page No.  ACKNOWLEDGEMENT 2  DECLARATION 3  CERTIFICATE 4  TABLE OF CONTENT 5  PREFACE 7  PROJECT SUMMARY  Research Objective  Results  Conclusions 8 PART-I 1. INTRODUCTION TO THE COMPANY 1.1 Company Profile 1.2 Major Competitor 1.3 Recent Problem Faced by Company. 9-53 PART-II 2.INTRODUCTION & DESIGN OF STUDY 2.1 Introduction to the problem 2.2 Review of Literature 2.3 Objective of the Study 2.4 Research Problem 54
7 3.RESEARCH METHODOLOGY 3.1 Research Objective 3.2 Research Hypothesis 3.3 Research Design 3.3.1 Sampling Design 3.3.2 Data Collection Design 55-57 4.DATA ANALYSIS & INTERPRETATION 5.1 Graphical Representation 5.2 Data Analysis: Different Measures 5.3 Data Analysis: Test of Hypothesis 5.4 Interpretation of Research Findings 58-77 5.FINAL REPORT 6.1 Results 6.6. Conclusions 6.7. Limitation 6.8. Further implications 78-80 6.APPENDED PARTS 7.1 Data Collection Forms 7.2 Bibliography 7.3 ……………. 81-84
8 PREFACE These days institutes have started giving more and more stress on the management training, as it is the first interface of management students with the culture of the corporate world and it also gives the first hand experience to use the knowledge acquired by them through their faculty in the class in the corporate world. Our institute has also been looking in the same direction and is determined to produce quality students who have a balanced knowledge of both theoretical aspects and the practical knowledge as well. In the same context we have to undergo a summer training of 4--6 weeks in a company. To cover this aspect, which is a part of curriculum as well, we underwent training at IDEA cellular. Here in we got to do a live project for the company, which was basically to know the “revenue enhancement techniques for IDEA Cellular”, in the city of KANPUR.
9 Project Summary Research objective:-  Find out possible tools for revenue enhancement.  To check awareness of customers with VAS/PRS services.  Find out the requirement of customers.  Tools used for promoting services. Results:- After analyzing all the collected data the conclusion resulted is as follows:-  Explanation of VAS/PRS tarrif plans, schemes and benefits are not informed to the customers.  Advertisement strategies of the company are less effective than their counterparts like AIRTEL, RIM, VODA etc.  Retailers constantly complain about shortage of banners and posters.  FOS gap should be minimized to increase revenue. Conclusions:-  Target of 500 million subscribers can be achieved by tapping both rural and urban market effectively and efficiently.  Tm should visit retail outlets to enhance relationship between company and retailers.  Gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
10 PART –I COMPANYPROFILE
11 INTRODUCTION Corporate Name : Idea Cellular Limited Business Group : Aditya Birla Group Chairman : Mr.Kumar Mangalam Birla Managing Director : Dr. Rakesh jain Industry : Telecommunication Service Registered Office : Suman Tower ,Plot no 18 Sector 11, Gandhi Nagar 382011 Telephone No : 011-23730133 Web Site : www.ideacellular.com Incorporation Date : 1995
12 ABOUT ABG GROUP Idea provides professional consulting across a number of specialty areas and industry verticals, establishing success in both private enterprise and the public sector. Idea is a subsidiary of the MPS Group, a $1.9 billion firm, and has locations and clients throughout the United States.It’s talent has the industry knowledge, functional experience, and leading-edge technology capabilities which are unsurpassed in depth and breadth of expertise. Idea solves the organizational goals with best-class solutions built and implemented by expert teams of professionals or by providing talented individuals, truly blending expertise with organization. Idea has been globally recognized across industries and technology partners. 9 Microsoft Gold Competencies - 11th Globally. Award of Partner Excellence in Public Sector 2006. Idea Information Security named Qualified Security Assessor by PCI Top Microsoft Partner Award in Public Sector 2007 The world's largest aluminium rolling company World leader in viscose staple fibre One of the biggest producers of primary aluminium in Asia Fastest-growing copper company in Asia The Aditya Birla Group is the 11th largest cement producer in the world and the seventh largest in Asia Fourth largest producer of carbon black in the world
13 COMPANY PROFILE The Aditya Birla Group is India's first truly multinational corporation. Global in vision, rooted in Indian values, the Group is driven by a performance ethic pegged on value creation for its multiple stakeholders. The Group's footprint extends to 20 countries and is a US$ 24 billion conglomerate, with a market capitalisation of US$ 31.5 billion. Over 50 per cent of its revenues flow from its overseas operations. The Group is anchored by an extraordinary force of 1,00,000 employees belonging to over 25 different nationalities and has been adjudged as the Best Employer in India and among the top 20 in Asia by the Hewitt-Economic Times and Wall Street Journal Study 2007.. A premium conglomerate, the Aditya Birla Group is a leader in swathe of products - viscose staple fibre, aluminium, cement, copper, carbon black, insulators, garments.. The Group has also made successful forays into financial services, telecom, software, BPO and retail sectors. Today, the Group is India's most diversified business house. Currently around 57 percent of Equity Shares are held by Promoter companies belonging to the Aditya Birla Group. Promoters are: 1. Aditya Birla Nuvo Limited 2. Grasim Industries Limited 3. Hindalco Industries Limited and 4. Birla TMT Holdings Private Limited.
14 IDEA - Brand Values Innovate . Stimulate . Liberate .... It is these brand values, which have made idea a formidable player in the telecom industry. Innovations that stimulate the customer and liberate him from the shackles of time and space are the core of the brand. Brand Initiatives - Aim, through media buying and planning, is to create year round impact. With the objective of Strengthening it’s brand, it work’s with strategic communication partners on campaigns like sponsorship of the Idea International Indian Film Academy awards and the television programs “Idea Rocks India”, “Idea Star Singer” and “Idea Andhra Idol”. It seek’s engagement with subscribers on a variety of levels, from major celebrity fashion shows to small local events timed to coincide with new product offerings. Since August 2003, it has commissioned a Brand Track Index Study to evaluate the health of it’s brand. The Brand Track Index Study is a monthly study conducted by TNS, a marketing consultant engaged by it to evaluate it’s brand using face-to-face interviews on a random sample of mobile users as well as those Intending to purchase mobiles within the next three months. According to the study brand is perceived as “reliable/trustworthy” and one that “offers cheaper and good promotional offers”.It has improved it’s rating in the Brand Track Index calculated by the study in the past year reflecting, it believe’s, the growing strength of it’s brand. The main communication medium for the Idea brand is television, where it seek’s strategic Idea brand coverage in various formats. Billboards and hoardings are used as a secondary medium, customized for specific regional preferences to communicate effectively at the local level. It also uses other mass communication media such as the press and radio to communicate price plans and other tactical and customer information. All it’s key initiatives are subjected to a rigorous testing and launch process to ensure accountability for all advertising spend and improve the chances of success of a new product.
15 This process is followed up with extensive briefing of call center agents and sales personnel and real-time tracking of the impact of the communication and feedback from subscribers. Advertisements "Stay Connected" is a brand promise that looks at the key purpose of mobile telephony. It converges with the tangible requirement of 'network depth' & at the same time, reflects the eternal human need for bonding, kinsmanship, and relationship forming. This new brand campaign enables Idea to own the biggest category benefit of "keeping people connected", through a simple, unique and likeable expression of connectivity. And it makes consumers aware that "no one connects better than Idea". Slated to run through 2004, the campaign utilizes all relevant mainline media to propagate the message to its audiences with 60-second commercial and its various edits, print campaign & outdoor publicity. Apart from it, various innovative media / events has been used to further strengthen the message.
16 Idea School Idea Idea My Gang Idea MMS Idea Network Idea Rocks India Idea Women`s Card
17 History The chronology of key events of the Company from incorporation is set out below: Calendar year Events 2009 • Idea launches services in Tamil Nadu Idea expanded services into Orissa 2008 Subscriber base as on December 31, 2008: 40,016,153 Idea acquired 9 licences for Punjab, Karnataka, Tamil Nadu & Chennai, West Bengal, Orissa, Kolkata, Assam, North East and Jammu & Kashmir Acquired Spice Communications with the operating circles of Punjab and Karnataka Launched services in Mumbai metro in the largest single metro city launch, ever Launched services in Bihar Acquired Escotel, incumbent cellular service provider in Haryana, UP(W) & Kerala and new licensee in HP Brand IDEA launched Delhi operations commence (Nov)
18 2007 Subscriber base as on December 31, 2007: 21,054,027 Won an award for the "CARE" service in the "Best Billing or Customer Care Solution" at the GSM Association Awards in Barcelona, Spain Initial Public Offering aggregating to Rs. 28,187 million and Listing of Equity Shares on the Bombay Stock Exchange and the National Stock Exchange Merger of seven subsidiaries with Idea Cellular Limited Reached the twenty million subscriber mark Became part of the Aditya Birla Group Acquired RPG Cellcom, service provider in Madhya Pradesh (Feb) Awarded MoU for merger between Birla AT&T and Tata Cellular Limited Andhra Pradesh signed (Jan)
19 subsequent to the TATA Group transferring its entire shareholding in the Company to the Aditya Birla Group Acquired Escorts Telecommunications Limited (subsequently renamed as Idea Telecommunications Limited) Restructuring of debt Launch of the New Circles Reached the 10 million subscriber mark Received Letter of Intent from the DoT for a new UAS License for the Mumbai Circle. Received Letter of Intent from the DoT for a new UAS License for the Bihar Circle through Aditya Birla Telecom Limited. ABNL, the parent of Aditya Birla Telecom Limited, pursuant to a letter dated November 22, 2006, agreed to transfer its entire shareholding in Aditya Birla Telecom Limited to the Company for the consideration of Rs. 100 million. 2005 Subscriber base as on December 31, 2005: 6,473,962 Reached the five million subscriber mark Turned Profit Positive Won an Award for the "Bill Flash" service at GSM Association Awards in Barcelona, Spain Sponsored the International Indian Film Academy Awards Birla AT&T commence Cellular operations Maharashtra & Gujarat
20 We are part of the Aditya Birla Group and all our Promoters are companies belonging to the Aditya Birla Group. KEY INDUSTRIES Hindalco Industries Ltd. KEY PRODUCTS LOCATION CAPACITIES COUNTRY alumina chemicals Renukoot (Uttar Pradesh), Muri (Jharkhand), Belgaum (Karnataka) 1,160,000 tpa India primary aluminium Renukoot, Hirakud (Orissa), *Taloja 489,000 tpa extrusions Renukoot, Alupuram 27,700 tpa rolled products Belur(West Bengal), Taloja(Maharashtra), Renukoot, Mauda(Maharashtra) 200,000 tpa wire rods Renukoot, Alupuram(Kerala) 64,400 tpa aluminium foil Silvassa (Dadra & Nagar Haveli), Kalwa(Maharashtra) 11,000 tpa aluminium wheels Silvassa (Dadra & Nagar 300,000 pcs
21 Haveli)copper cathodes Dahej (Gujarat) 500,000 tpa India continuous cast copper rods 97,200 tpa sulphuric acid 1,670,000 tpa phosphoric acid 180,000 tpa gold (Birla Gold) 15 mt silver (Birla Silver) 150 mt DAP and complexes (Birla Balwan) 400,000 tpa Hindalco Industries Ltd. (Aditya Birla Minerals Resources Pty. Ltd.) copper cathodes Nifty mines 25,000 tpa Australia copper in concentrate Mt. Gordon mines 40,000 tpa Australia power Mt. Gordon mines 28mw Australia
22 AND BRANDS Birla Copper (Hindalco Industries Ltd.) Grasim Industries Ltd. white cement Birla White 475,000 tpa India grey cement UltraTech Cement (formerly Birla Plus), Birla Super 13.12 mn tpa UltraTech Cement Ltd. ordinary portland cement, portland blast furnace slag cement, portland pozzolana cement and grey portland cement 17 mn tpa
23 Aditya Birla Nuvo Ltd (Hi-Tech Carbon carbon black Birla Carbon 230,000 mtpa India Thai Carbon Black Co. Ltd. carbon black Birla Carbon 220,000 mtpa Thailand Alexandria Carbon Co. S.A.E carbon black Birla Carbon 285,000 mtpa Egypt Liaoning Birla Carbon Co. Ltd. carbon black Birla Carbon 55,000 mtpa China Pulp Grasim Industries Ltd. rayon grade pulp 70,000 tpa India AV Cell Inc. softwood / hardwood pulp 122,500 tpa Canada AV Nackawic Inc. dissolving pulp 189,000 tpa Canada
24 Fibre Grasim Industries Ltd. viscose staple fibre (VSF) Birla Viscose 270,100 tpa India Thai Rayon Public Company Ltd. VSF Birla Viscose 110,000 tpa Thailand PT Indo Bharat Rayon VSF Birla Viscose 155,000 tpa Indonesia Thai Acrylic Fibre acrylic fibre Texlan 100,000 tpa Thailand Alexandria Fiber Company, S.A.E acrylic fibre 18,000 tpa Egypt Yarn Indo Gulf Fertilisers Ltd. urea Birla Shaktiman 864,600 mt India Birla Copper (Hindalco Industries Ltd.) DAP/NPK complexes Birla Balwan 400,000 tpa India
25 Grasim Industries Ltd. caustic soda 258,000 tpa India Aditya Birla Nuvo Ltd. caustic soda 82,125 tpa India liquid chlorine 50,340 tpa hydrochloric acid 5,475 tpa Tanfac Industries Ltd. aluminium fluoride 17,000 tpa India hydrofluoric acid 17,000 tpa Bihar Caustic and Chemicals Ltd. caustic soda lye 92,750 mt India liquid chlorine 65,785 mt hydrochloric acid 29,040 mt sodium hypochlorite 1,800 mt compressed hydrogen 17,42,400 nm3 aluminium chloride 12000 tpa captive power plant 30 mw Aditya Birla Chemicals (Thailand) Ltd. sodium triployphosphates, tetrasodium pyrophosphate, sodium hexametaphosphate, Polyphos® Epotec Birlasulf-SS, Thailand
26 sodium acid pyrophosphate, monosodium phosphate, disodium phosphate, trisodium phosphate, speciality phosphates epoxy resins (bis-a and bis-f), diluents, curing agents and allied products sodium sulphite, sodium metabisulphite, sodium bisulphite epichlorohydrin caustic soda chlorine Birlasulf-SM, Birlasol 35 sodium triployphosphates, tetrasodium pyrophosphate, sodium hexametaphosphate, sodium acid pyrophosphate, monosodium phosphate, disodium phosphate, trisodium phosphate, speciality phosphates epoxy resins (bis-a and bis-f), diluents, curing agents and allied products sodium sulphite, sodium metabisulphite, sodium bisulphite Polyphos® Epotec Birlasulf-SS, Birlasulf-SM, Birlasol 35
27 epichlorohydrin caustic soda chlorine Thai Peroxide Co. Ltd. hydrogen peroxide, peracetic acid, calcium peroxide Encare, Ecare, Aqua- x, Birlox 5, Birlox 12, Ocare 15,000 mtpa Thailand Grasim Industries Ltd. (Vikram Ispat) sponge iron (HBI & DRI) 900,000 tpa India Essel Mining & Industries Ltd iron and manganese ore 15 million tons India Pan Century Surfactants Inc.
28 fatty acids 55000 mtpa Philippines fatty alcohol 30000 mtpa Glycerin 6500 mtpa PSI Data Systems Ltd. (subsidiary of Aditya Birla Nuvo Ltd.) IT solutions (banking, finance and insurance) India Aditya Birla Minacs Worldwide Limited (subsidiary of Aditya Birla Nuvo Ltd.) BPO / ITES 9,089 seats India Birla Global Finance Company Ltd. financial services India
29 Birla Sun Life Insurance Company Ltd. insurance solutions India Birla Sun Life Asset Management Company Ltd. mutual funds India Birla Sun Life Distribution Company Ltd. investment planning services India Idea Cellular cellular services Idea 21 million subscriber base India Aditya Birla Retail Limited multi-format stores 170 retail outlets India
30 The data on this page reflects the Aditya Birla Group's operations for FY 2013-14.
31 BUSINESS PARTNERS IDEA welcomes all businesses and individuals interested in partnering with it to enhance and strengthen the IDEA products & services portfolio. Some of it’s Technology and Content Partners: VAS Onmobile Asia Pacific Ltd Cellebrum India Ltd Siddhivinayak Astro Services Ltd. Kodiak Ltd Mauj Net4nuts India Ltd Yahoo Rediff Indiatimes Mobile2win
32 Sify NDTV ROAMING Roamware.inc Starhome Bharti Telesoft MARKETING COMMUNICATIONS Lowe India Pvt Ltd Insight Media Ltd PUBLIC RELATIONS AdFactors PR NETWORK Nokia - Siemens Ericsson BILLING Atos Origin
33 Market Tracker Equity Shares Bombay Stock Exchange Limited Phiroze Jeejeebhoy Towers Dalal Street, Mumbai 400 001 National Stock Exchange of India Ltd Exchange Plaza, Bandra-Kurla Complex Bandra (East), Mumbai 400 051 Stock code BSE SCRIP ID BSE SCRIP CODE NSE Symbol Reuters Bombay Stock Exchange Limited IDEA 532822 - IDEA.BO National Stock Exchange of India Limited - - IDEA IDEA.NS
34 One of India's leading GSM mobile service operators, IDEA Cellular is headquartered in Mumbai and has over 24 million subscribers. IDEA has licenses to operate in 22 circles with commercial operations in 11 circles comprising states of Delhi, UP (East), UP(West), Haryana, Rajasthan, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra (excluding Mumbai) & Goa, Andhra Pradesh, Himachal Pradesh and Kerala. IDEA's footprint covers approximately 70 per cent of the national market for mobile telephony. Idea is targeting a roll out in Mumbai, Bihar, Tamil Nadu (Including Chennai) and Orissa circles soon for which the spectrum has already been allotted. IDEA offers GPRS on all its operating networks for both postpaid and pre-paid services, and was the first company to demonstrate and commercially launch the next generation EDGE technology for its Delhi Circle. IDEA has also been a pioneer in technology usage by employing satellite connectivity to reach inaccessible rural areas in Madhya Pradesh. A leader in value-added services, innovation is central to IDEA's VAS products. IDEA was the first to offer 'Global SMS' in over 540 networks across all technology platforms, and the first to offer a voice portal with 'SAY IDEA'. IDEA has also recently launched services like ‘Press * to copy a Dialer tone’, IDEA TV – first GSM Multi channel mobile television experience, IDEATIMES – The first MMS magazine, Voice chat, Instant Messenger and more. IDEA has also launched its PCO service to reach a customer base. IDEA’s tariff plans have been customer friendly, catering to unique needs of different consumer segments. 'WOMEN’S CARD' is meant to fulfill special needs of women on the move, and ‘YOUTH CARD’ specifically caters to the emerging youth segment. IDEA is also the only Indian GSM operator to win the GSM Association Award in the Best Mobile Technology category for the 'Best Billing and Customer Care Solution', both in 2006 and 2007. Truly, an IDEA can change your life.
35 THE TELECOM INDUSTRY IDEA Cellular Ltd, India’s leading cellular operator and an Aditya Birla Group company has launched two more IDEA new showrooms at New Awasthi Electronics, E- Block Market, Rajajipuram and Elite Telecom, DAV Market, Aishbagh Road. These showrooms were inaugrated by Mr. Subodh Srivastav, Circle Head, IDEA –UP (East). IDEA new showrooms are exclusive service showrooms that facilitates easy access of an array of service requirements like bill payments, feature information, dedicated customer care, recharge coupons, changes in tariff plans, value added services, new postpaid / prepaid connections etc. About Idea Cellular Ltd. A leading GSM Mobile Services operator, IDEA Cellular has licenses to operate in 11 circles. With a customer base of over 1 crore, IDEA Cellular has operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttaranchal, Uttar Pradesh, Madhya Pradesh, Chattisgarh, Gujarat, Maharashtra, Goa, Andhra Pradesh, and Kerala. IDEA Cellular’s footprint currently covers approximately 60% of India’s potential telecom market. As a leader in Value Added Services, innovation is central to IDEA’s VAS factory. It is the first cellular company to launch music messaging with 'Cellular Jockey', ‘Background Tones’, ‘Group Talk’, a voice portal with ‘Say IDEA’ and a complete suite of Mobile Email Services. A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering customer friendly and competitive Pre Paid offerings, for the first time in India, with ‘Super Power’, 2 Minutes Outgoing Free, Lifelong Offer, and other segmented offerings like Women’s Card. ‘Lifetime Idea’ is the first and only loyalty program, for pre paid customers, introduced by a cellular operator. Customer service and innovation drive Idea. A brand known for many firsts, Idea is the first to
36 have launched GPRS and EDGE in the country. The latest feather in the IDEA cap is the GSM Association Award for “Bill Flash”. This international award makes Idea the first Indian cellular operator to win an award on this prestigious platform. Idea Cellular is part of the Aditya Birla Group, India’s first truly multinational corporation. Global in vision, rooted in Indian values, the group is driven by a performance ethic pegged on value creation for its multiple stakeholders. IDEA launch in Uttar Pradesh (East) Unifies Uttar Pradesh (Lucknow, 1st November 2006) IDEA new Showroom opens at Lucknow (Lucknow, 25th November 2006) Idea Cellular Ltd., a leading cellular operator and an Aditya Birla Group company, announced the launch of its mobile services in UP (East). With this launch, Idea has united UP East with UP West, where it is the leader. Close on the heels of the launches in Himachal Pradesh and Rajasthan, Idea, the fastest growing operator in India, now achieves near total coverage across North, Central, and West India. Idea’s state-of-the-art congestion free network services will cover over 100 towns and villages in the 6 zones of Lucknow, Kanpur, Allahabad, Varanasi, Gorakhpur and Jhansi, which act as the fulcrum for commercial activities in the circle. Idea would also be covering 3 major National highways. For customers in UP (E), Idea fetches unmatched connectivity on a congestion free network, with superb voice clarity. In addition, Idea will be offering top network quality, with innovative and affordable tariffs, and world-class customer care. The residents of UP - East and West will now be able to roam within UP at local rates on the Idea network. Announcing the launch of services in UP (East), said Mr. Sanjeev Aga, Managing Director, Idea Cellular Ltd., "With the launch of services in UP (East,) we are today unifying residents of two circles with our superior services and unparalleled customer care. The launch of Idea in UP (East) will also facilitate social and economic development, making UP a prosperous
37 destination. Our brand promise "An Idea can change your life" will hold true for all our customers. As leaders in innovation in the telecom industry, Idea will offer a range of superior Value Added Services. Some of these are: • Friendly Customer Care – Idea believes in delighting customers at every step for a total mobile experience, which is being enjoyed today by over 1 crore customers across the country. • GPRS and MMS – Customers can receive instant access to the Internet from their mobile phones through their Idea GPRS services, or send colored picture messages with sound clips. • Say IDEA – Idea subscribers can just dial a short code, enter the voice portal, and access a wide range of services through simple and intuitive interaction. • MusiCard – sing along service like Karaoke • Cricket • Movies • Jokes • Logos • Horoscopes • News • Stocks Subscribers can access these services by dialing 456 from their IDEA mobile phone. Value added services CALL MANAGEMENT SERVICES Voice Services GSM GPRS Call Management Services CLIP Call Hold / Call Wait Call Conference
38 Call Divert CLIR Itemised Bill Caller Line Identification Presentation (CLIP) CLIP identifies the caller by displaying the number of the caller on the handset. This allows you the benefit of accepting or rejecting the call ; although, at times Caller Line Identification may not appear due to technical problems in the originating network. Rental as per bill plan. Call Hold / Call Wait This feature allows you to receive or make another call, while you are already busy with a call, without disconnecting it. You can receive or make a second call, by putting the first call on hold. You can activate call waiting by using the menu of your cell phone. You are billed for outgoing call(s) as incoming calls are free in home network, however in roaming both would be chargeable. No Rental Call Conference (CC) This feature allows you to have a teleconference with up to five people at the same time, from wherever you are. You can conference with either cellular or landline phones, including STD and ISD calls. To make a conference call, simply make your first call. Then put the first call on hold and dial the next number. To conference, scroll through the handset menu and select the conference feature. Now your calls are connected. To invite another person, follow the same steps again. Please Note :
39 - Call Conference is a handset dependent feature. - You are charged for the time on hold and conference. - The originator of the calls will be charged for all the calls initiated by him. - To use the facility you need to activate the "call waiting" feature on your handset Call Divert With Call Divert, you can divert an incoming call to another cell phone ( be it Idea or Airtel/ Essar or BSNL cellular phones) or even a landline number ( within Andhra Pradesh local dialing list). You can divert your calls UNCONDITIONALLY, i.e. all calls will be diverted by default without ringing or then CONDITIONALLY, under the following three standard conditions : » Cell busy » Cell not answerable » Cell switched off or no coverage area You can activate call divert by using the menu function of the handset. (Please refer to your handset manual for details) Please Note : All call diverts are charged as normal outgoing calls. Caller Line Identification Restriction (CLIR) Now, with CLIR you can restrict your cellular phone number from being displayed on the receiver's cellular phone. This means, you can maintain complete confidentiality of your number. This feature might not function across operator networks, but will definitely restrict caller ID when called within the same cellular operator network's mobile numbers.
40 Itemised Billing An itemized bill gives you the details of all calls made, and of all the other facilities you availed of, on your mobile number during a month. It also carries details of the numbers called, time and date of the call, duration and the amount charged. Voice Services CALL CONFERENCE FIXED CELLULAR TERMINALS (FCT) GSM PRI GATEW AY Call Conference Call conferencing an excellent tool for setting up a teleconference of upto 5 people who are located anywhere in the world. This is one easy-to-use facility and reduces the need to have separate conversations with multiple people. In today's fast paced world, where the emphasis is on getting it right the first time, Call Conferencing can be of great help. Fixed Cellular Terminals (FCT): IDEA FCT is a single line PSTN simulation made available on GSM network. This product converts GSM calls to normal analog telephone line with an output similar to existing PSTN environment with all the basic features of Voice & Data*. It seamlessly integrates with any EPBX/Desk phone diverting calls made from fixed lines to mobiles through the SIM card, making them mobile to mobile calls. Who it's for A fixed cellular terminal would most suit companies that make a lot of calls from fixed line office phones to mobile phones either of Idea or other of any other operator. Fixed cellular terminals divert mobile traffic from fixed line phones through a SIM card in the fixed cellular terminal allowing subscribers to take
41 advantage of the cost of mobile to mobile call instead of a fixed line to mobile call thus giving a saving of more than 50%. How it works Installing a GSM gateway alongside EPBX (Switch) has no effect on the Switch. When a call is made that has a Mobile prefix (09) the gateway detects the number being dialed is a mobile number and automatically routes it through a Sim card in the Gateway. Normal Land Line to Land Line calls pass straight through the Gateway and onto the fixed line network as normal. Benefits  Cost Reduction in Telecom Bill: By routing the mobile terminating calls through Idea, enterprises can save money to the extent of 20-25% on their bills. Idea also offers lower STD/ISD tariffs than landline operators; hence savings can be much higher for cos. with multi-location offices and clients. This feature is called Least Cost Routing. It enables automatic routing of mobile terminating calls thru GSM, while routing landline calls thru PSTN network.  Reach: FCTs can be used even in remote locations where landline connectivity is not available. This is primarily true for city outskirts and rural areas.  Reliability of service by being on GSM as against landline  Unmatched Features of GSM: FCT enables a customer to do almost everything from a desktop phone that is possible from an Idea mobile phone.Call features like call waiting, divert, hold/swap,  conferencing, SMS sending and receiving, abbreviated dialing etc. are all possible on FCT.  Additional Features: FCT also enables blocking or enabling calls to certain nos., tracking call details like duration, last few calls and call charges, hotline functionality and many more.  Easy integration with EPBX in multi user enviornment Features
42 ry recharging circuit GSM PRI Gateway: GSM Gateway caters specifically to the requirement of medium to large enterprises with large number of extensions and EPABX installation. Idea GSM PRI Gateway is the solution for cost effective direct connection to the mobile network. The GSM Mobile Gateway provides the possibility to cut costs in the following ways: Calls from the desktop telephone / PSTN network to the GSM network are expensive, so the Idea GSM PRI Gateway routes these calls from the PBX to the GSM Network via it’s own SIM cards and GSM Engines converting the call, instead of Fixed Line to GSM, but to a GSM to GSM call, in some cases this could be a cost reduction of up to 50 percent. Basic Features of the Idea GSM PRI Gateway 1. Combinations of interfaces: E1, PRI (Primary Rate Interface), BRI and GSM. 2. SMS - Email - SMS functionality, allowing Emails to be sent as an SMS and vise versa, emails SMS can be received as emails also to multiple targets. 3. Call Data Records show all required information e.g. Port ID, Interface ID, ISDN
43 B Channel, and the ICC ID (SIM Card ID). 4. Remote maintenance with the Trace Info Client shows detailed Information, Fallback to other Trunk Groups if call fails and Call Data Records. Advanced Features of the Idea GSM PRI Gateway 1. The monitoring software allows realtime Call Server details either via ISDN or IP, including SIM card ID, Causes, Duration of call, call charge, Port ID and B Channel and all other relevant required information. 2. Call Home events to the Network Management system for automatic upgrades upload of CDR'S to your server, SIM Budget information, and refresh of SIMs, either via ISDN or IP. 3. Advanced Trace Info functions with precise SIM individual information. Summary of Benefits 1. A cost effective access to the GSM telecommunications Network for incoming and outgoing calls. 2. Fast GSM call set-up. No more bottlenecks with calls having to be routed first through the fixed network. 3. The GSM Gateway can be positioned before or after the PABX.
44 4. Full Remote control management system, via Lo 5. connection,ISDN dial-inorviaIP,allowingReal time monitoringdowntoeachindividual SIMcard/GSM Channel and also reloading of SIMcards, for changes in budgeting whether time or price dependant. GPRS Application Internet On Mobile Idea NetSetter Data Card Internet on mobile Idea's 3G compatible network supports General Packet Radio Service (GPRS), which allows you to access Internet websites and information portals on your mobile, making it possible to stay informed and remain truly connected in this dynamically changing and competitive environment. Gone are the days when connecting to a website from the mobile took as long as 2 - 3 minutes. GPRS compatible handsets ensure that as a user, you are "always on". There is no need for a dial up connection or any ISP connection. Now you can now carry the World Wide Web in their pocket - The Idea World. Read email, get stock quotes, check the weather, read the latest news and even chat with friends and "Buddies" on Idea Network, Yahoo, MSN and ICQ while on the move. One of the mind-blowing applications on GPRS is Multimedia Messaging Service (MMS). Idea is among the pioneers in the country to provide MMS. This latest innovation in the area of mobile communication provides you the ability to communicate not just in voice or text but also in full colour images. Now you can send your emotions to your near and dear ones; with photographs, attach voice clips and append text too. Just in case the receiver does not have an MMS handset, even then the photographs can be accessed from our website www.ideacellular.com/webmms.For your convenience, we have also created a library of photo album and voice clips, from where you can choose and send photographs. Further, you can also compose your own MMS message on the above mentioned website and send it across to a cellular phone or any e-mail ID. With the introduction of GPRS on its network, Idea also supports the use of the GPRS
45 phone as a modem, providing busy lap top armed executives, like most of you; the opportunity to log in wirelessly while "on the go". Thus now you can surf the internet using our GPRS connectivity with your computer. To know the rate plans please get in touch with you're a/c manager or below id... Consumer Grievance Redressal Mechanism  To ensure timely resolution of any grievance that you may have, we have setup Toll Free Call Centre numbers at each of our circles. You may register your grievance at our Call Centres and we will ensure timely redressal of your Grievance. Toll Free Numbers  Incase you are unable to get a satisfactory resolution to your grievance on approaching our call centre, you may get in touch with our Nodal Officers in your circle. These Nodal Officers will ensure resolution of your escalations within 10 days. For any escalation being reported by you, we will provide you with a unique docket number as a future reference for the same. To get more information about our Nodal Officers, please click here Roam Like Home - with IDEA Now you have one more reason to select Idea network while roaming in India. You can enjoy a ‘Roam Like Home’ experience even while roaming. IDEA is the first telecom operator in India to offer this facility to it’s valued roamers. We present a host of very convenient & friendly features - Dial directly from your phone book. You can call numbers saved in your phonebook, without adding STD or ISD codes to the entries. This saves you the bother of remembering the concerned codes or manually dialling every number.
46 Ex: If you are a customer from UAE and you have saved your home telephone number in your phonebook as 506123456. Now when roaming with Idea, you can call the same number directly, without prefixing +971 (ISD dialling code for UAE) each time you want to call home! · Auto call correction of all misdialled calls. When you dial a new number, this service will complete your call even if a wrong or incomplete prefix has been added to the number. · Direct access to your Voicemail box. Now you can make extensive use of your VMS feature, even while roaming. Dial your voicemail short code directly without any authentication codes. · Direct dialling to your home customer care number. Ex: If you have saved the customer care number of your mobile operator as 12345 in your phone book, you can call them at the same number even while you are roaming (which would not have been possible otherwise)
47 IDEA Store Customer Care Collection Agencies Details Andra Pradesh Circle Idea Cellular Limited, 3rd Floor, K.L.K. Estate, Fateh Maidan Road, Basheer Bagh, Hyderabad Ph: 9848012345 Fax: 040-66562222 Email: ccare.ap@idea.adityabirla.com Gujarat Circle Idea Cellular Limited 4th Floor, Suman Tower Plot no 18,Sector 11 Gandhinagar Gujarat Ph: 9824012345 Fax: 079 2323240 Email: 9824012345@idea.adityabirla.com Himachal Pradesh Circle Idea Telecommunications Ltd. Keonthal Complex, Khalini, Shimla, H.P. -171002 Customer Care - 9882012345 Fax - 0177 - 2620235 Delhi Circle Idea Cellular Limited A-30, Mohan Co-operative Industrial Estate New Delhi 110044 Ph: 9891012345 Fax: 11 - 6661 5698 / 99 Email: ccare.dl@idea.adityabirla.com Haryana Circle Idea Cellular Limited A-68, Sec.-64, Noida-30201 U.P. Ph: 9812012345 Fax - 91-9990559908 Email: ccare.har@idea.adityabirla.com Madhya Pradesh & Chattisgarh Circle Idea Cellular Limited 139, 140 Electronic Complex, Pardesipura, Indore Ph: 9826012345 Fax: 0731 2551304
48 (Toll free : Postpaid 9882012345) (Prepaid 9882012345) Email: ccare.hp@idea.adityabirla.com Kerala Circle Idea Cellular Limited 2nd Floor, Mercy Estate, Ravipuram. Cochin, Kerala - 682015 Ph.: 98470 12345 (Postpaid) 98471 12345 (Prepaid) Fax: 0484-2382121/2382324 Email ccare.kerala@idea.adtyabirla.com Mahrashtra & Goa Circle Idea Cellular Limited Sharda Centre 11/1 Erandwane Off Karve Road Pune 411 001. Tel : +91-98-220-12345 Fax : +91-98-500-03298 / 3299 Email : ccare.mh@idea.adityabirla.com Email: ccare.mp@idea.adityabirla.com UP (West) Circle Idea Cellular Limited, A-68, Sector-64, NOIDA - 201301, Phone: +919990555555, Fax: +919990555888, E-Mail: ccare.upw@idea.adityabirla.com Rajasthan Circle Idea Cellular Ltd. 1-2, Jai Jawan Colony, Tonk Road, Jaipur Rajasthan - 302018 Customer Care - 98870 12345 (Toll Free no.) Fax No. - 0141 - 5183738 Email: ccare.raj@idea.adityabirla.com UP (East) Circle Idea Cellular Ltd. 10 Fortuna Towers Rana Pratap Marg Opp NBRI Lucknow 226001 Customer Care : +91-9889012345 Fax : +91-522-220-5225 Email: ccare.upe@idea.adityabirla.com
49 Prepaid Recharge - UPE 2014 MRP Service tax Processing Fee Talk Time Validity MOU Description From To From To From To From To 100 101 9.34 9.43 2 88.66 89.57 0 78 78 Top Up 102 102 9.52 9.52 2 90.48 90.48 1 81 81 Top Up 103 119 9.62 11.11 2 91.38 105.89 0 82 94 Top Up 120 120 11.21 11.21 2 106.79 106.79 1 95 95 Top Up 124 128 11.58 11.95 2 110.42 114.05 0 99 102 Top Up 130 148 12.14 13.82 2 115.86 132.18 0 104 119 Top Up 149 149 13.91 13.91 2 133.09 133.09 1 119 119 Top Up 150 150 14.01 14.01 2 133.99 133.99 0 120 120 Top Up 152 153 14.19 14.29 2 135.81 136.71 0 121 122 Top Up 154 178 14.38 16.62 2 137.62 159.38 0 123 142 Top Up 180 180 16.81 16.81 2 161.19 161.19 1 144 144 Top Up 181 188 16.9 17.56 2 162.1 168.44 0 145 151 Top Up 190 194 17.74 18.12 2 170.26 173.88 0 153 156 Top Up 196 198 18.3 18.49 2 175.7 177.51 0 157 158 Top Up 199 199 18.58 18.58 152.11 28.31 28.31 364 23 23 Validity Voucher 200 200 18.68 18.68 78 103.32 103.32 29 91 91 Validity Voucher 201 201 18.77 18.77 2 180.23 180.23 0 161 161 Top Up
50 202 208 18.86 19.42 2 181.14 186.58 0 162 167 Top Up 210 218 19.61 20.36 2 188.39 195.64 0 169 175 Top Up 222 222 20.73 20.73 0 222.00 222.00 0 199 199 Top Up 223 248 20.82 23.16 2 200.18 222.84 0 179 199 Top Up 249 249 23.25 23.25 2 223.75 223.75 0 200 200 Top Up 251 288 23.44 26.89 92.74 134.82 168.37 19 119 149 Validity Voucher 290 297 27.08 27.73 92.74 170.18 176.53 19 150 156 Validity Voucher 299 299 27.92 27.92 241.11 29.97 29.97 1 23 23 Validity Voucher 300 331 28.01 30.91 92.74 179.25 207.35 19 158 183 Top Up 333 333 31.1 31.1 0 333 333 0 284 284 Top Up 334 349 31.19 32.59 92.74 210.07 223.67 19 186 198 Top Up 350 350 32.68 32.68 86.83 230.49 230.49 29 204 204 Validity Voucher 351 398 32.78 37.17 86.83 231.39 274 29 205 243 Validity Voucher 401 442 37.45 41.27 86.83 276.72 313.9 29 246 279 Top Up 444 444 41.46 41.46 0 444 444 0 380 380 Top Up 445 494 41.55 46.13 86.83 316.62 361.04 29 281 321 Top Up 495 495 46.22 46.22 430.55 18.23 18.23 Lifetime 9 9 Validity Voucher 496 499 46.32 46.6 86.83 362.85 365.57 29 322 325 Top Up
51 500 500 46.69 46.69 0 453.31 453.31 44 405 405 Top Up 501 554 46.78 51.73 0 454.22 502.27 44 405 448 Top Up 555 555 51.83 51.83 0 555 555 0 475 475 Top Up 556 665 51.92 62.10 0 504.08 602.90 44 450 538 Top Up 666 666 62.19 62.19 0 666 666 66 595 595 Top Up 667 776 62.29 72.46 0 604.71 703.54 44 540 628 Top Up 777 777 72.56 72.56 0 777 777 0 664 664 Top Up 778 799 72.65 74.61 0 705.35 724.39 44 629 646 Top Up 800 800 74.71 74.71 0 725.29 725.29 59 647 647 Top Up NOTE: TO GET THE NET TALK TIME: (MRP/1.103) - access fee. (If MRP is 100 and processing fee is 2 you would apply ((100/1.103)-2) Assumptions Traffic rates and pattern I2I Rs.1.0 / min 25% I2M Rs.1.0 / min 25% I2L Rs.1.0 / min 30% STD Rs.1.5 / min 20% Airtime rate Rs. per min Rs.1.1 / min Disclaimer If recharge is not done successfully, than the debited amount will be credited to your bank account within 8 working days. If the amount is not credited, than please get in touch with the bank authorities
52 REVENUE CONCERNS The growth of the telecom sector has been exceptional. In India, however, average revenue per user continues to decline due to increased service penetration into lower income segments and this is a major concern area for operators. Falling ARPU results in reduced profitability, making it essential for operators to improve efficiency. Therefore, it is important that operators work on increasing their ARPU. In the ARPU bouquet, voice tariffs will continue to fall and so major revenues will come from value added services (VAS), as consumers will increasingly go for an extensive range of VAS. In India, the mobile is becoming a device people rely on not only for basic communication but also for entertainment on the go. Operators would face a huge challenge of keeping customers profitable. The biggest worry is churn, especially in the prepaid segment, where revenue predictability is a huge issue. Many customers today are on lifetime value plans where the ARPU level is not concrete. The cost of getting a customer on the network, serving and retaining the customer vis-à-vis the revenue generated from him/her is going to be a big task. One method is to increase the uptake of value added services. Looking at the fact that voice remains an extremely large contributor of revenues, operators look at the cost or increase the realization. It is obvious that value added services in revenue enhancement and cost saving are essential for the future.
53 QUALITY CONCERNS According to the VOICE&DATA Mobile User Satisfaction Survey 2007, a large number of users were unhappy with the customer care services provided by the networks. The average waiting time to speak to a customer care executive has been estimated to be around six minutes. Further, mobile users of all service providers, without exception, saw an increase in their waiting time to reach their customer care executives this year. The key issues that bothered Indian customers included the 'knowledge level and promptness of customer care executives (CCEs)' and the 'final solution provided by them'. Billing, which was also an area of concern, seems to be a major bottleneck that can hamper the expansion plans of service providers. It appears that service providers are not upgrading their infrastructure to match their growing customer base. This needs greater attention and implementation of a well-defined customer care program that will help service providers benefit in their long-term expansion plans. These service providers should not let go of their brand's inherent perceived strengths and continue to devise innovative pricing schemes and offers. With the total number of mobile subscribers in India set to double to 500 mn by 2010, the pie happens to be big enough for everyone to share ...but Providers Gear Up Operators can avoid potential large cost elements related to subscriber acquisition, provisioning and care, by adopting locally viable techniques. This business model will be sustainable for all parties involved, and rural connectivity can be viewed as an opportunity. Some vendors are also working on solutions for operators to enable network expansions in rural areas as well, and enhance universal access. These vendors are designing solutions and business models so that operators can reach rural consumers that can merely afford around $3 worth of mobile services per month. As India is a market of multiple languages and dialects, voice-based communication is the most effective and easiest option (contrary to text and image-based communications), and uses personalization effectively. In India, average minutes of usage and voice ARPUs continue to decline due to increased service penetration into lower income segments. As the Indian mobile
54 market enters a more mature stage, operators seek additional ways to generate revenue and add subscribers. Increasing the focus on voice as a value added service is another solution with multiple advantages. It can create improved network efficiency, increase user satisfaction, generate significant revenues and new calling activities from existing voice traffic, and also contribute to the growth story.
55 PART-II
56 PROJECT DETAILS Objective of study:  Find out possible tools for revenue enhancement.  To check awareness of customers with VAS/PRS services.  Find out the requirement of customers.  Tools used for promoting services.  Conduct the SWOT analysis of company.  To find the potential market of IDEA.  Find out FOS gap prevailing in the current market. Method of data collection: Questionnaire method Data sources: Primary data was collected through personal interviews. Secondary data was collected through internet, magazines.The manuals in the organization were also consulted. Sampling size: 100 Sampling Random sampling Analysis of data: Analysis means computation of certain indices or searching for pattern of relationship that exists amongst groups.In case of survey or experimental data it involves estimating the value of unknown parameter of population and testing the hypothesis for drawing inferences. Types of analysis: 1.Descriptive analysis 2.Inferential analysis 3.Canonical analysis 4.Cluster analysis 5.Time series analysis
57 Method of data analysis: Analytical analysis is used in this project. Analytical Analysis: Analytical analysis is basically conducted to derive some deductions from the collected data.It can be of various types , but multi discriminant analysis is used over here. Multi discriminant analysis enables the researcher to classify persons or objects Research Methodology : Descriptive research includes surveys and fact finding enquiries of different kind the major purpose of descriptive research is description of the state of affairs as it exist at present in social science and business we quite often use the term ex-post facto research . For example – frequency of shoping ,preference of people or similar data .Research design in case of descriptive research. A research design is purely and simply the framework or plane for a study that guides the collection and analysis of data . Descry[ptive research studies are those studies which are concerned with describing the characteristics of a particular the frequency with which something occurs or it’s association with something else . In descriptive research as well as in diagnostice studies the reasearcher must able to define clearly what he wants to measure and must find adequate . Methods for measuring it along with a learut definition of population he wantes to study . The desine in such studies is rigid and not flexible and must focuse attention on the following --- ----- 1-Formulating the objectibe of the study. 2-Designing the mathodes of data collection . 3-selecting the sample
58 4-Collecting the data . 5-Prossesing and analyzing the data . 6-Reporting the findings
59 DATA ANALYSIS Q1.Are you aware with VAS/PRS provided by IDEA cellular? Response: Very Satisfied 21% Satisfied 57% Dissatisfied 20% Very Dissatisfied 2% 0 10 20 30 40 50 60 very satisfied satisfied dissatisfied very dissatisfied Series1
60 Q2.Quality of VAS/PRS provided by IDEA. Response: Very good 19% Good 63% Average 15% Poor 3% 0 10 20 30 40 50 60 70 Very good Good Average Poor Response Series1
61 Q3. How do you rate the quality of information provided by the call center executive? Response: Very Satisfied 19% Satisfied 63% Dissatisfied 15% Very dissatisfied 3% very satisfied satisfied dissatisfied very dissatisfied S1 0 10 20 30 40 50 60 70 responce Series1
62 Q4. How much money would you like to spend on VAS/PRS? Response: 0 to 50 Rs 32% 50 to 100 Rs 36% 100 to 200 Rs 22% 200 and above 10% 0 5 10 15 20 25 30 35 40 Response Series1 32 36 22 10 0 to 50 Rs 50 to 100 100 to 200 200 and
63 Q5. Rate of advertising effectiveness. Response: Very satisfied 25% Satisfied 67% Dissatisfied 7% Very dissatisfied 1% 0 10 20 30 40 50 60 70 80 Very satisfied Satisfied Dissatisfied Very Dissatisfied Response Series2
64 Q6. Ease of understanding the message in advertising. Response: Easily understandable 21% Understandable 61% Ambiguous 18% Not understandable 0% 0 10 20 30 40 50 60 70 Easily understandable Understandable Ambiguous Not understandable Series1
65 Q7. Extent of help provided in growing your business. Response: Admirable 37% Noticable 43% Slight 18% No help 2% Admirable 37% Noticable 43% Slight 18% No help 2%
66 Q8. Value of money from VAS/PRS. Response: Total 34% Partial 65% No 1% Total Partial No
67 Q9. Time taken to solve your query. Response: Immediate 9% Quick 27% Delayed 54% No response 10% 0 10 20 30 40 50 60 Immediate Quick Delayed No response Series1
68 Q10. Would you like to recommend IDEA to your friends and relatives. Response: Yes 58% No 42% Yes No
69 Q11. Rating scale of different telecom sectors.(according to market share). Response: Bharti [airtel] Vodafone RIM Idea BSNL airtel 25% voda 18% rim 22%idea 12% tata 5% bsnl 18%
70 Q12. Did you complaint about any problem in VAS/PRS? Response: Yes 63% No 37% 63 37 Yes No Series1
71 Q13. Was the problem solved within time frame? Response: Yes 41% No 59% 0 10 20 30 40 50 60 Yes No Series1
72 Q14. You have a good business relationship with the company. Response: Very satisfied 24% Satisfied 55% Dissatisfied 20% Very dissatisfied 1%
73 Q15. Does the company keeps its commitments? Response: Yes 78% No 22% Yes No
74 Q16.Explanation of VAS/PRS tarrif n plans, schemes and benefits. Response: Salesmen 67% Other retailers 9% Friends 2% Advertisement 8% Other sources 14% 0% 20% 40% 60% 80% Series1 67% 9% 2% 8% 14% sales other friend advert other
75 Q17.Friendly and courteous attitude of customer care executive. Response: Satisfactory 75% Non-satisfactory 25% 75 25 0 20 40 60 80 satisfactory non-satisfac Series1
76 Q18.Overall quality of service. Response: Best 17% Good 35% Satisfactory 46% Poor 2% 0 20 40 60 Series1 17 35 46 2 best good satisfa poor
77 Q19.Most frequently used VAS/PRS service. Response: SMS/MMS GPRS RINGTONES CALLERTUNES VOICE CONFERENCING CALL DIVERT CALL HOLD CALLER LINE IDENTIFICATION RESTRICTION
78 Q20.How long you are using VAS/PRS service of IDEA? Response: 1-6 months 28% 6-12 months 53% More than one year 19% Interpretation: As per survey I found that 53% of respondent are using VAS /PRS for 6-12 months. 1-6 months 6-12 months more than one year
79 RECOMMENDATIONS  Company should avail facility such that v top value should be available to retailers anytime by some alternate means other than salesmen, credit can be collected the other day.  The commission earned by retailers should be increased to initiate them to recommend idea to customers and buy more of idea products  Latest schemes, benefits, tariff and plans should be informed to the retailers.  Shortage of banners, posters should be sorted out to enhance the advertisement effectiveness.  Many retailers complain about delayed visits by salesmen that should be sorted out.  The target of salesmen should be flexible because some time salesmen can sell the product above the target but they hesitate due to rigid target system.  Market share can be increased by providing information of scheames , plans and benefits of idea to retailers.  No. of fos should be increased.  Relationship between retailers and salesmen should be improvrd.  target of 500 million subscribers can be achived by tapping both rural and urban market effectively and efficiently.  tm should visit retail outlets to enhance relationship between company and retailers.  gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
80 CONCLUSION After analyzing all the collected data the conclusion resulted is as follows:-  Explanation of VAS/PRS tarrif plans, schemes and benefits are not informed to the customers.  Advertisement strategies of the company are less effective than their counterparts like AIRTEL, RIM, VODA etc.  Retailers constantly complain about shortage of banners and posters.  FOS gap should be minimized to increase revenue.  Most striking feature is ‘free GPRS facility’ provided by IDEA which strikes customers.  Salesmen should be well trained and induced to persuade retailers to inform about schemes of IDEA to all prospective customers coming to their shop.  Market share can be increased by providing information of scheames , plans and benefits of idea to retailers.  No. of fos should be increased.  Relationship between retailers and salesmen should be improvrd.  Target of 500 million subscribers can be achived by tapping both rural and urban market effectively and efficiently.  Tm should visit retail outlets to enhance relationship between company and retailers.  Gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
81 LIMITATION  The research is restricted to Kanpur city.  Majority of people are interested in mutual funds as these mutual funds provide a great variety of schemes but among them most of the investors are guided by their brokers.  Disinterest shown by few respondents to give response to the questionnaire.  Respondents are in hurry and busy in their day –to-day schedule
82 QUESTIONNAIRE 1.Are you aware with VAS/PRS services provided by IDEA. a) Highly satisfied b) Satisfied c) Dissatisfied 2.Explanation of VAS/PRS tarrif plans, schemes and benefits. 3.Quality of VAS/PRS services. 4.Ease of using VAS/PRS response. 5.Quality of information provided by the call centre Executive. 6.Friendly and courteous attitude of customer care executive. 7.How much money do you want to spend on VAS/PRS. 8.Rate of advertising effectiveness. 9.Ease of understanding messages in advertising. 10.Extent of help provided in growing your business. 11.Overall quality of services. 12.Value for money. 13.Time taken to solve your query.
83 14.Would you like to recommend IDEA to your friends and relatives. 15.Rating scale of competitors. 16.Did you complain about any problem in VAS/PRS? 17.Was the problem solved within time frame. 18.Most frequently used VAS/PRS service. 19.Strengths and weaknessesof company. 20.Opportunities and threats related to company. 21.Recommendations of retailers to improve revenue. 22.Recommendations of customers to improve revenue. 23.Which VAS/PRS service do you use? 24.How long you are using VAS/PRS? 25.Does the company keeps its commitments? 26.You have a good business relationship with the company. 27.Market share of the company. 28.Market growth rate of company.
84 BIBLIOGRAPHY BIBLIOGRAPHY TEXTBOOKS REFERRED Kotler Philip, Marketing Management, Pearson Education Inc. 11th Edition. Consumer Behaviour – Building Marketing Strategy 9th Edition 2003,Tata McGraw Hill. Stanton William J, Etzel Michael J, Walker Bruce J, Fundamentals of Marketing, McGraw-Hill international, Singapore, 1998 WEB SITE REFERRED www.idea.com www.google.co.in www.wikipedia.com
85

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A project report jyotsana

  • 1.
    1 A PROJECT REPORT ON POTENTIALOF SALES , MARKETING AND PROMOTION Submitted for partial fulfillment for award of Bachelor of Business Administration Degree SUBMITTED TO MS. SAMINA SADIQ SUBMITTED BY Jyotsana verma Roll-1205008483 Sem- VIth SSiikkkkiimm MMaanniippaall UUnniivveerrssiittyy,,DDEE MMAARRCCHH-- 22001155
  • 2.
    2 BONAFIDE CERTIFICATE Certified thatthis project report titled “POTENTIAL OF SALES , MARKETING AND PROMOTION.” is the bonafide work of “Jyotsana Verma” who carried out the project work under my supervision. SIGNATURE SIGNATURE (External Examiner) (Faculty Guide)
  • 3.
  • 4.
    4 Acknowledgement Co-operation and buildingup of moral are the essence of success. These are two factors that go a long way in achieving it. It is a Herculean task, which lacks these two determinants of success. Summer training was an exposure to corporate environment. It was an opportunity and great pleasure for me to be in such an environment and having interaction with concerned people. I express my deep sense of gratitude to our Respected Ms Samina Sadiq. ‘‘SMU- PCTI, Mahanagar” for providing me the guidance fro the successful completion of this project report. Mr. Mayank Agarwal HOD- SMU-PCTI, Mahanagar Lucknow, , left no stone unturned in guiding me along the course of my Project work. I am indeed grateful to him for his support and guidance. I express my heartily respect and profound thanks seniors for their enlightening and meticulous guidance for the consummation and evaluating of this project. Finally, to my parents, for all the care and support with which they overwhelmed me through long months of compiling the report. I sincerely hope that my first venue in this field is appreciated. Offering thanks. JYOTSANA VERMA Roll no.-1205008483 VIth Semester
  • 5.
    5 DECLARATION I hereby declarethat the project report entitled “Potential Of Sales , Marketing And Promotion” for IDEA. in partial fulfillment of requirements for the degree of Bachelor of Business Administration to Institute of management, Luc know is my original work and not submitted for the award of any other degree, diploma, fellowship or any other similar title or prizes. JYOTSANA VERMA Roll no.-1205008483 VIth Semester
  • 6.
    6 Table of Content ParticularPage No.  ACKNOWLEDGEMENT 2  DECLARATION 3  CERTIFICATE 4  TABLE OF CONTENT 5  PREFACE 7  PROJECT SUMMARY  Research Objective  Results  Conclusions 8 PART-I 1. INTRODUCTION TO THE COMPANY 1.1 Company Profile 1.2 Major Competitor 1.3 Recent Problem Faced by Company. 9-53 PART-II 2.INTRODUCTION & DESIGN OF STUDY 2.1 Introduction to the problem 2.2 Review of Literature 2.3 Objective of the Study 2.4 Research Problem 54
  • 7.
    7 3.RESEARCH METHODOLOGY 3.1 ResearchObjective 3.2 Research Hypothesis 3.3 Research Design 3.3.1 Sampling Design 3.3.2 Data Collection Design 55-57 4.DATA ANALYSIS & INTERPRETATION 5.1 Graphical Representation 5.2 Data Analysis: Different Measures 5.3 Data Analysis: Test of Hypothesis 5.4 Interpretation of Research Findings 58-77 5.FINAL REPORT 6.1 Results 6.6. Conclusions 6.7. Limitation 6.8. Further implications 78-80 6.APPENDED PARTS 7.1 Data Collection Forms 7.2 Bibliography 7.3 ……………. 81-84
  • 8.
    8 PREFACE These days instituteshave started giving more and more stress on the management training, as it is the first interface of management students with the culture of the corporate world and it also gives the first hand experience to use the knowledge acquired by them through their faculty in the class in the corporate world. Our institute has also been looking in the same direction and is determined to produce quality students who have a balanced knowledge of both theoretical aspects and the practical knowledge as well. In the same context we have to undergo a summer training of 4--6 weeks in a company. To cover this aspect, which is a part of curriculum as well, we underwent training at IDEA cellular. Here in we got to do a live project for the company, which was basically to know the “revenue enhancement techniques for IDEA Cellular”, in the city of KANPUR.
  • 9.
    9 Project Summary Research objective:- Find out possible tools for revenue enhancement.  To check awareness of customers with VAS/PRS services.  Find out the requirement of customers.  Tools used for promoting services. Results:- After analyzing all the collected data the conclusion resulted is as follows:-  Explanation of VAS/PRS tarrif plans, schemes and benefits are not informed to the customers.  Advertisement strategies of the company are less effective than their counterparts like AIRTEL, RIM, VODA etc.  Retailers constantly complain about shortage of banners and posters.  FOS gap should be minimized to increase revenue. Conclusions:-  Target of 500 million subscribers can be achieved by tapping both rural and urban market effectively and efficiently.  Tm should visit retail outlets to enhance relationship between company and retailers.  Gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
  • 10.
  • 11.
    11 INTRODUCTION Corporate Name :Idea Cellular Limited Business Group : Aditya Birla Group Chairman : Mr.Kumar Mangalam Birla Managing Director : Dr. Rakesh jain Industry : Telecommunication Service Registered Office : Suman Tower ,Plot no 18 Sector 11, Gandhi Nagar 382011 Telephone No : 011-23730133 Web Site : www.ideacellular.com Incorporation Date : 1995
  • 12.
    12 ABOUT ABG GROUP Ideaprovides professional consulting across a number of specialty areas and industry verticals, establishing success in both private enterprise and the public sector. Idea is a subsidiary of the MPS Group, a $1.9 billion firm, and has locations and clients throughout the United States.It’s talent has the industry knowledge, functional experience, and leading-edge technology capabilities which are unsurpassed in depth and breadth of expertise. Idea solves the organizational goals with best-class solutions built and implemented by expert teams of professionals or by providing talented individuals, truly blending expertise with organization. Idea has been globally recognized across industries and technology partners. 9 Microsoft Gold Competencies - 11th Globally. Award of Partner Excellence in Public Sector 2006. Idea Information Security named Qualified Security Assessor by PCI Top Microsoft Partner Award in Public Sector 2007 The world's largest aluminium rolling company World leader in viscose staple fibre One of the biggest producers of primary aluminium in Asia Fastest-growing copper company in Asia The Aditya Birla Group is the 11th largest cement producer in the world and the seventh largest in Asia Fourth largest producer of carbon black in the world
  • 13.
    13 COMPANY PROFILE The AdityaBirla Group is India's first truly multinational corporation. Global in vision, rooted in Indian values, the Group is driven by a performance ethic pegged on value creation for its multiple stakeholders. The Group's footprint extends to 20 countries and is a US$ 24 billion conglomerate, with a market capitalisation of US$ 31.5 billion. Over 50 per cent of its revenues flow from its overseas operations. The Group is anchored by an extraordinary force of 1,00,000 employees belonging to over 25 different nationalities and has been adjudged as the Best Employer in India and among the top 20 in Asia by the Hewitt-Economic Times and Wall Street Journal Study 2007.. A premium conglomerate, the Aditya Birla Group is a leader in swathe of products - viscose staple fibre, aluminium, cement, copper, carbon black, insulators, garments.. The Group has also made successful forays into financial services, telecom, software, BPO and retail sectors. Today, the Group is India's most diversified business house. Currently around 57 percent of Equity Shares are held by Promoter companies belonging to the Aditya Birla Group. Promoters are: 1. Aditya Birla Nuvo Limited 2. Grasim Industries Limited 3. Hindalco Industries Limited and 4. Birla TMT Holdings Private Limited.
  • 14.
    14 IDEA - BrandValues Innovate . Stimulate . Liberate .... It is these brand values, which have made idea a formidable player in the telecom industry. Innovations that stimulate the customer and liberate him from the shackles of time and space are the core of the brand. Brand Initiatives - Aim, through media buying and planning, is to create year round impact. With the objective of Strengthening it’s brand, it work’s with strategic communication partners on campaigns like sponsorship of the Idea International Indian Film Academy awards and the television programs “Idea Rocks India”, “Idea Star Singer” and “Idea Andhra Idol”. It seek’s engagement with subscribers on a variety of levels, from major celebrity fashion shows to small local events timed to coincide with new product offerings. Since August 2003, it has commissioned a Brand Track Index Study to evaluate the health of it’s brand. The Brand Track Index Study is a monthly study conducted by TNS, a marketing consultant engaged by it to evaluate it’s brand using face-to-face interviews on a random sample of mobile users as well as those Intending to purchase mobiles within the next three months. According to the study brand is perceived as “reliable/trustworthy” and one that “offers cheaper and good promotional offers”.It has improved it’s rating in the Brand Track Index calculated by the study in the past year reflecting, it believe’s, the growing strength of it’s brand. The main communication medium for the Idea brand is television, where it seek’s strategic Idea brand coverage in various formats. Billboards and hoardings are used as a secondary medium, customized for specific regional preferences to communicate effectively at the local level. It also uses other mass communication media such as the press and radio to communicate price plans and other tactical and customer information. All it’s key initiatives are subjected to a rigorous testing and launch process to ensure accountability for all advertising spend and improve the chances of success of a new product.
  • 15.
    15 This process isfollowed up with extensive briefing of call center agents and sales personnel and real-time tracking of the impact of the communication and feedback from subscribers. Advertisements "Stay Connected" is a brand promise that looks at the key purpose of mobile telephony. It converges with the tangible requirement of 'network depth' & at the same time, reflects the eternal human need for bonding, kinsmanship, and relationship forming. This new brand campaign enables Idea to own the biggest category benefit of "keeping people connected", through a simple, unique and likeable expression of connectivity. And it makes consumers aware that "no one connects better than Idea". Slated to run through 2004, the campaign utilizes all relevant mainline media to propagate the message to its audiences with 60-second commercial and its various edits, print campaign & outdoor publicity. Apart from it, various innovative media / events has been used to further strengthen the message.
  • 16.
    16 Idea School Idea IdeaMy Gang Idea MMS Idea Network Idea Rocks India Idea Women`s Card
  • 17.
    17 History The chronology ofkey events of the Company from incorporation is set out below: Calendar year Events 2009 • Idea launches services in Tamil Nadu Idea expanded services into Orissa 2008 Subscriber base as on December 31, 2008: 40,016,153 Idea acquired 9 licences for Punjab, Karnataka, Tamil Nadu & Chennai, West Bengal, Orissa, Kolkata, Assam, North East and Jammu & Kashmir Acquired Spice Communications with the operating circles of Punjab and Karnataka Launched services in Mumbai metro in the largest single metro city launch, ever Launched services in Bihar Acquired Escotel, incumbent cellular service provider in Haryana, UP(W) & Kerala and new licensee in HP Brand IDEA launched Delhi operations commence (Nov)
  • 18.
    18 2007 Subscriber base ason December 31, 2007: 21,054,027 Won an award for the "CARE" service in the "Best Billing or Customer Care Solution" at the GSM Association Awards in Barcelona, Spain Initial Public Offering aggregating to Rs. 28,187 million and Listing of Equity Shares on the Bombay Stock Exchange and the National Stock Exchange Merger of seven subsidiaries with Idea Cellular Limited Reached the twenty million subscriber mark Became part of the Aditya Birla Group Acquired RPG Cellcom, service provider in Madhya Pradesh (Feb) Awarded MoU for merger between Birla AT&T and Tata Cellular Limited Andhra Pradesh signed (Jan)
  • 19.
    19 subsequent to theTATA Group transferring its entire shareholding in the Company to the Aditya Birla Group Acquired Escorts Telecommunications Limited (subsequently renamed as Idea Telecommunications Limited) Restructuring of debt Launch of the New Circles Reached the 10 million subscriber mark Received Letter of Intent from the DoT for a new UAS License for the Mumbai Circle. Received Letter of Intent from the DoT for a new UAS License for the Bihar Circle through Aditya Birla Telecom Limited. ABNL, the parent of Aditya Birla Telecom Limited, pursuant to a letter dated November 22, 2006, agreed to transfer its entire shareholding in Aditya Birla Telecom Limited to the Company for the consideration of Rs. 100 million. 2005 Subscriber base as on December 31, 2005: 6,473,962 Reached the five million subscriber mark Turned Profit Positive Won an Award for the "Bill Flash" service at GSM Association Awards in Barcelona, Spain Sponsored the International Indian Film Academy Awards Birla AT&T commence Cellular operations Maharashtra & Gujarat
  • 20.
    20 We are partof the Aditya Birla Group and all our Promoters are companies belonging to the Aditya Birla Group. KEY INDUSTRIES Hindalco Industries Ltd. KEY PRODUCTS LOCATION CAPACITIES COUNTRY alumina chemicals Renukoot (Uttar Pradesh), Muri (Jharkhand), Belgaum (Karnataka) 1,160,000 tpa India primary aluminium Renukoot, Hirakud (Orissa), *Taloja 489,000 tpa extrusions Renukoot, Alupuram 27,700 tpa rolled products Belur(West Bengal), Taloja(Maharashtra), Renukoot, Mauda(Maharashtra) 200,000 tpa wire rods Renukoot, Alupuram(Kerala) 64,400 tpa aluminium foil Silvassa (Dadra & Nagar Haveli), Kalwa(Maharashtra) 11,000 tpa aluminium wheels Silvassa (Dadra & Nagar 300,000 pcs
  • 21.
    21 Haveli)copper cathodes Dahej(Gujarat) 500,000 tpa India continuous cast copper rods 97,200 tpa sulphuric acid 1,670,000 tpa phosphoric acid 180,000 tpa gold (Birla Gold) 15 mt silver (Birla Silver) 150 mt DAP and complexes (Birla Balwan) 400,000 tpa Hindalco Industries Ltd. (Aditya Birla Minerals Resources Pty. Ltd.) copper cathodes Nifty mines 25,000 tpa Australia copper in concentrate Mt. Gordon mines 40,000 tpa Australia power Mt. Gordon mines 28mw Australia
  • 22.
    22 AND BRANDS Birla Copper(Hindalco Industries Ltd.) Grasim Industries Ltd. white cement Birla White 475,000 tpa India grey cement UltraTech Cement (formerly Birla Plus), Birla Super 13.12 mn tpa UltraTech Cement Ltd. ordinary portland cement, portland blast furnace slag cement, portland pozzolana cement and grey portland cement 17 mn tpa
  • 23.
    23 Aditya Birla NuvoLtd (Hi-Tech Carbon carbon black Birla Carbon 230,000 mtpa India Thai Carbon Black Co. Ltd. carbon black Birla Carbon 220,000 mtpa Thailand Alexandria Carbon Co. S.A.E carbon black Birla Carbon 285,000 mtpa Egypt Liaoning Birla Carbon Co. Ltd. carbon black Birla Carbon 55,000 mtpa China Pulp Grasim Industries Ltd. rayon grade pulp 70,000 tpa India AV Cell Inc. softwood / hardwood pulp 122,500 tpa Canada AV Nackawic Inc. dissolving pulp 189,000 tpa Canada
  • 24.
    24 Fibre Grasim Industries Ltd. viscosestaple fibre (VSF) Birla Viscose 270,100 tpa India Thai Rayon Public Company Ltd. VSF Birla Viscose 110,000 tpa Thailand PT Indo Bharat Rayon VSF Birla Viscose 155,000 tpa Indonesia Thai Acrylic Fibre acrylic fibre Texlan 100,000 tpa Thailand Alexandria Fiber Company, S.A.E acrylic fibre 18,000 tpa Egypt Yarn Indo Gulf Fertilisers Ltd. urea Birla Shaktiman 864,600 mt India Birla Copper (Hindalco Industries Ltd.) DAP/NPK complexes Birla Balwan 400,000 tpa India
  • 25.
    25 Grasim Industries Ltd. causticsoda 258,000 tpa India Aditya Birla Nuvo Ltd. caustic soda 82,125 tpa India liquid chlorine 50,340 tpa hydrochloric acid 5,475 tpa Tanfac Industries Ltd. aluminium fluoride 17,000 tpa India hydrofluoric acid 17,000 tpa Bihar Caustic and Chemicals Ltd. caustic soda lye 92,750 mt India liquid chlorine 65,785 mt hydrochloric acid 29,040 mt sodium hypochlorite 1,800 mt compressed hydrogen 17,42,400 nm3 aluminium chloride 12000 tpa captive power plant 30 mw Aditya Birla Chemicals (Thailand) Ltd. sodium triployphosphates, tetrasodium pyrophosphate, sodium hexametaphosphate, Polyphos® Epotec Birlasulf-SS, Thailand
  • 26.
    26 sodium acid pyrophosphate, monosodiumphosphate, disodium phosphate, trisodium phosphate, speciality phosphates epoxy resins (bis-a and bis-f), diluents, curing agents and allied products sodium sulphite, sodium metabisulphite, sodium bisulphite epichlorohydrin caustic soda chlorine Birlasulf-SM, Birlasol 35 sodium triployphosphates, tetrasodium pyrophosphate, sodium hexametaphosphate, sodium acid pyrophosphate, monosodium phosphate, disodium phosphate, trisodium phosphate, speciality phosphates epoxy resins (bis-a and bis-f), diluents, curing agents and allied products sodium sulphite, sodium metabisulphite, sodium bisulphite Polyphos® Epotec Birlasulf-SS, Birlasulf-SM, Birlasol 35
  • 27.
    27 epichlorohydrin caustic soda chlorine Thai PeroxideCo. Ltd. hydrogen peroxide, peracetic acid, calcium peroxide Encare, Ecare, Aqua- x, Birlox 5, Birlox 12, Ocare 15,000 mtpa Thailand Grasim Industries Ltd. (Vikram Ispat) sponge iron (HBI & DRI) 900,000 tpa India Essel Mining & Industries Ltd iron and manganese ore 15 million tons India Pan Century Surfactants Inc.
  • 28.
    28 fatty acids 55000mtpa Philippines fatty alcohol 30000 mtpa Glycerin 6500 mtpa PSI Data Systems Ltd. (subsidiary of Aditya Birla Nuvo Ltd.) IT solutions (banking, finance and insurance) India Aditya Birla Minacs Worldwide Limited (subsidiary of Aditya Birla Nuvo Ltd.) BPO / ITES 9,089 seats India Birla Global Finance Company Ltd. financial services India
  • 29.
    29 Birla Sun LifeInsurance Company Ltd. insurance solutions India Birla Sun Life Asset Management Company Ltd. mutual funds India Birla Sun Life Distribution Company Ltd. investment planning services India Idea Cellular cellular services Idea 21 million subscriber base India Aditya Birla Retail Limited multi-format stores 170 retail outlets India
  • 30.
    30 The data onthis page reflects the Aditya Birla Group's operations for FY 2013-14.
  • 31.
    31 BUSINESS PARTNERS IDEA welcomesall businesses and individuals interested in partnering with it to enhance and strengthen the IDEA products & services portfolio. Some of it’s Technology and Content Partners: VAS Onmobile Asia Pacific Ltd Cellebrum India Ltd Siddhivinayak Astro Services Ltd. Kodiak Ltd Mauj Net4nuts India Ltd Yahoo Rediff Indiatimes Mobile2win
  • 32.
    32 Sify NDTV ROAMING Roamware.inc Starhome Bharti Telesoft MARKETING COMMUNICATIONS Lowe IndiaPvt Ltd Insight Media Ltd PUBLIC RELATIONS AdFactors PR NETWORK Nokia - Siemens Ericsson BILLING Atos Origin
  • 33.
    33 Market Tracker Equity Shares BombayStock Exchange Limited Phiroze Jeejeebhoy Towers Dalal Street, Mumbai 400 001 National Stock Exchange of India Ltd Exchange Plaza, Bandra-Kurla Complex Bandra (East), Mumbai 400 051 Stock code BSE SCRIP ID BSE SCRIP CODE NSE Symbol Reuters Bombay Stock Exchange Limited IDEA 532822 - IDEA.BO National Stock Exchange of India Limited - - IDEA IDEA.NS
  • 34.
    34 One of India'sleading GSM mobile service operators, IDEA Cellular is headquartered in Mumbai and has over 24 million subscribers. IDEA has licenses to operate in 22 circles with commercial operations in 11 circles comprising states of Delhi, UP (East), UP(West), Haryana, Rajasthan, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra (excluding Mumbai) & Goa, Andhra Pradesh, Himachal Pradesh and Kerala. IDEA's footprint covers approximately 70 per cent of the national market for mobile telephony. Idea is targeting a roll out in Mumbai, Bihar, Tamil Nadu (Including Chennai) and Orissa circles soon for which the spectrum has already been allotted. IDEA offers GPRS on all its operating networks for both postpaid and pre-paid services, and was the first company to demonstrate and commercially launch the next generation EDGE technology for its Delhi Circle. IDEA has also been a pioneer in technology usage by employing satellite connectivity to reach inaccessible rural areas in Madhya Pradesh. A leader in value-added services, innovation is central to IDEA's VAS products. IDEA was the first to offer 'Global SMS' in over 540 networks across all technology platforms, and the first to offer a voice portal with 'SAY IDEA'. IDEA has also recently launched services like ‘Press * to copy a Dialer tone’, IDEA TV – first GSM Multi channel mobile television experience, IDEATIMES – The first MMS magazine, Voice chat, Instant Messenger and more. IDEA has also launched its PCO service to reach a customer base. IDEA’s tariff plans have been customer friendly, catering to unique needs of different consumer segments. 'WOMEN’S CARD' is meant to fulfill special needs of women on the move, and ‘YOUTH CARD’ specifically caters to the emerging youth segment. IDEA is also the only Indian GSM operator to win the GSM Association Award in the Best Mobile Technology category for the 'Best Billing and Customer Care Solution', both in 2006 and 2007. Truly, an IDEA can change your life.
  • 35.
    35 THE TELECOM INDUSTRY IDEACellular Ltd, India’s leading cellular operator and an Aditya Birla Group company has launched two more IDEA new showrooms at New Awasthi Electronics, E- Block Market, Rajajipuram and Elite Telecom, DAV Market, Aishbagh Road. These showrooms were inaugrated by Mr. Subodh Srivastav, Circle Head, IDEA –UP (East). IDEA new showrooms are exclusive service showrooms that facilitates easy access of an array of service requirements like bill payments, feature information, dedicated customer care, recharge coupons, changes in tariff plans, value added services, new postpaid / prepaid connections etc. About Idea Cellular Ltd. A leading GSM Mobile Services operator, IDEA Cellular has licenses to operate in 11 circles. With a customer base of over 1 crore, IDEA Cellular has operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttaranchal, Uttar Pradesh, Madhya Pradesh, Chattisgarh, Gujarat, Maharashtra, Goa, Andhra Pradesh, and Kerala. IDEA Cellular’s footprint currently covers approximately 60% of India’s potential telecom market. As a leader in Value Added Services, innovation is central to IDEA’s VAS factory. It is the first cellular company to launch music messaging with 'Cellular Jockey', ‘Background Tones’, ‘Group Talk’, a voice portal with ‘Say IDEA’ and a complete suite of Mobile Email Services. A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering customer friendly and competitive Pre Paid offerings, for the first time in India, with ‘Super Power’, 2 Minutes Outgoing Free, Lifelong Offer, and other segmented offerings like Women’s Card. ‘Lifetime Idea’ is the first and only loyalty program, for pre paid customers, introduced by a cellular operator. Customer service and innovation drive Idea. A brand known for many firsts, Idea is the first to
  • 36.
    36 have launched GPRSand EDGE in the country. The latest feather in the IDEA cap is the GSM Association Award for “Bill Flash”. This international award makes Idea the first Indian cellular operator to win an award on this prestigious platform. Idea Cellular is part of the Aditya Birla Group, India’s first truly multinational corporation. Global in vision, rooted in Indian values, the group is driven by a performance ethic pegged on value creation for its multiple stakeholders. IDEA launch in Uttar Pradesh (East) Unifies Uttar Pradesh (Lucknow, 1st November 2006) IDEA new Showroom opens at Lucknow (Lucknow, 25th November 2006) Idea Cellular Ltd., a leading cellular operator and an Aditya Birla Group company, announced the launch of its mobile services in UP (East). With this launch, Idea has united UP East with UP West, where it is the leader. Close on the heels of the launches in Himachal Pradesh and Rajasthan, Idea, the fastest growing operator in India, now achieves near total coverage across North, Central, and West India. Idea’s state-of-the-art congestion free network services will cover over 100 towns and villages in the 6 zones of Lucknow, Kanpur, Allahabad, Varanasi, Gorakhpur and Jhansi, which act as the fulcrum for commercial activities in the circle. Idea would also be covering 3 major National highways. For customers in UP (E), Idea fetches unmatched connectivity on a congestion free network, with superb voice clarity. In addition, Idea will be offering top network quality, with innovative and affordable tariffs, and world-class customer care. The residents of UP - East and West will now be able to roam within UP at local rates on the Idea network. Announcing the launch of services in UP (East), said Mr. Sanjeev Aga, Managing Director, Idea Cellular Ltd., "With the launch of services in UP (East,) we are today unifying residents of two circles with our superior services and unparalleled customer care. The launch of Idea in UP (East) will also facilitate social and economic development, making UP a prosperous
  • 37.
    37 destination. Our brandpromise "An Idea can change your life" will hold true for all our customers. As leaders in innovation in the telecom industry, Idea will offer a range of superior Value Added Services. Some of these are: • Friendly Customer Care – Idea believes in delighting customers at every step for a total mobile experience, which is being enjoyed today by over 1 crore customers across the country. • GPRS and MMS – Customers can receive instant access to the Internet from their mobile phones through their Idea GPRS services, or send colored picture messages with sound clips. • Say IDEA – Idea subscribers can just dial a short code, enter the voice portal, and access a wide range of services through simple and intuitive interaction. • MusiCard – sing along service like Karaoke • Cricket • Movies • Jokes • Logos • Horoscopes • News • Stocks Subscribers can access these services by dialing 456 from their IDEA mobile phone. Value added services CALL MANAGEMENT SERVICES Voice Services GSM GPRS Call Management Services CLIP Call Hold / Call Wait Call Conference
  • 38.
    38 Call Divert CLIR Itemised Bill CallerLine Identification Presentation (CLIP) CLIP identifies the caller by displaying the number of the caller on the handset. This allows you the benefit of accepting or rejecting the call ; although, at times Caller Line Identification may not appear due to technical problems in the originating network. Rental as per bill plan. Call Hold / Call Wait This feature allows you to receive or make another call, while you are already busy with a call, without disconnecting it. You can receive or make a second call, by putting the first call on hold. You can activate call waiting by using the menu of your cell phone. You are billed for outgoing call(s) as incoming calls are free in home network, however in roaming both would be chargeable. No Rental Call Conference (CC) This feature allows you to have a teleconference with up to five people at the same time, from wherever you are. You can conference with either cellular or landline phones, including STD and ISD calls. To make a conference call, simply make your first call. Then put the first call on hold and dial the next number. To conference, scroll through the handset menu and select the conference feature. Now your calls are connected. To invite another person, follow the same steps again. Please Note :
  • 39.
    39 - Call Conferenceis a handset dependent feature. - You are charged for the time on hold and conference. - The originator of the calls will be charged for all the calls initiated by him. - To use the facility you need to activate the "call waiting" feature on your handset Call Divert With Call Divert, you can divert an incoming call to another cell phone ( be it Idea or Airtel/ Essar or BSNL cellular phones) or even a landline number ( within Andhra Pradesh local dialing list). You can divert your calls UNCONDITIONALLY, i.e. all calls will be diverted by default without ringing or then CONDITIONALLY, under the following three standard conditions : » Cell busy » Cell not answerable » Cell switched off or no coverage area You can activate call divert by using the menu function of the handset. (Please refer to your handset manual for details) Please Note : All call diverts are charged as normal outgoing calls. Caller Line Identification Restriction (CLIR) Now, with CLIR you can restrict your cellular phone number from being displayed on the receiver's cellular phone. This means, you can maintain complete confidentiality of your number. This feature might not function across operator networks, but will definitely restrict caller ID when called within the same cellular operator network's mobile numbers.
  • 40.
    40 Itemised Billing An itemizedbill gives you the details of all calls made, and of all the other facilities you availed of, on your mobile number during a month. It also carries details of the numbers called, time and date of the call, duration and the amount charged. Voice Services CALL CONFERENCE FIXED CELLULAR TERMINALS (FCT) GSM PRI GATEW AY Call Conference Call conferencing an excellent tool for setting up a teleconference of upto 5 people who are located anywhere in the world. This is one easy-to-use facility and reduces the need to have separate conversations with multiple people. In today's fast paced world, where the emphasis is on getting it right the first time, Call Conferencing can be of great help. Fixed Cellular Terminals (FCT): IDEA FCT is a single line PSTN simulation made available on GSM network. This product converts GSM calls to normal analog telephone line with an output similar to existing PSTN environment with all the basic features of Voice & Data*. It seamlessly integrates with any EPBX/Desk phone diverting calls made from fixed lines to mobiles through the SIM card, making them mobile to mobile calls. Who it's for A fixed cellular terminal would most suit companies that make a lot of calls from fixed line office phones to mobile phones either of Idea or other of any other operator. Fixed cellular terminals divert mobile traffic from fixed line phones through a SIM card in the fixed cellular terminal allowing subscribers to take
  • 41.
    41 advantage of thecost of mobile to mobile call instead of a fixed line to mobile call thus giving a saving of more than 50%. How it works Installing a GSM gateway alongside EPBX (Switch) has no effect on the Switch. When a call is made that has a Mobile prefix (09) the gateway detects the number being dialed is a mobile number and automatically routes it through a Sim card in the Gateway. Normal Land Line to Land Line calls pass straight through the Gateway and onto the fixed line network as normal. Benefits  Cost Reduction in Telecom Bill: By routing the mobile terminating calls through Idea, enterprises can save money to the extent of 20-25% on their bills. Idea also offers lower STD/ISD tariffs than landline operators; hence savings can be much higher for cos. with multi-location offices and clients. This feature is called Least Cost Routing. It enables automatic routing of mobile terminating calls thru GSM, while routing landline calls thru PSTN network.  Reach: FCTs can be used even in remote locations where landline connectivity is not available. This is primarily true for city outskirts and rural areas.  Reliability of service by being on GSM as against landline  Unmatched Features of GSM: FCT enables a customer to do almost everything from a desktop phone that is possible from an Idea mobile phone.Call features like call waiting, divert, hold/swap,  conferencing, SMS sending and receiving, abbreviated dialing etc. are all possible on FCT.  Additional Features: FCT also enables blocking or enabling calls to certain nos., tracking call details like duration, last few calls and call charges, hotline functionality and many more.  Easy integration with EPBX in multi user enviornment Features
  • 42.
    42 ry recharging circuit GSMPRI Gateway: GSM Gateway caters specifically to the requirement of medium to large enterprises with large number of extensions and EPABX installation. Idea GSM PRI Gateway is the solution for cost effective direct connection to the mobile network. The GSM Mobile Gateway provides the possibility to cut costs in the following ways: Calls from the desktop telephone / PSTN network to the GSM network are expensive, so the Idea GSM PRI Gateway routes these calls from the PBX to the GSM Network via it’s own SIM cards and GSM Engines converting the call, instead of Fixed Line to GSM, but to a GSM to GSM call, in some cases this could be a cost reduction of up to 50 percent. Basic Features of the Idea GSM PRI Gateway 1. Combinations of interfaces: E1, PRI (Primary Rate Interface), BRI and GSM. 2. SMS - Email - SMS functionality, allowing Emails to be sent as an SMS and vise versa, emails SMS can be received as emails also to multiple targets. 3. Call Data Records show all required information e.g. Port ID, Interface ID, ISDN
  • 43.
    43 B Channel, andthe ICC ID (SIM Card ID). 4. Remote maintenance with the Trace Info Client shows detailed Information, Fallback to other Trunk Groups if call fails and Call Data Records. Advanced Features of the Idea GSM PRI Gateway 1. The monitoring software allows realtime Call Server details either via ISDN or IP, including SIM card ID, Causes, Duration of call, call charge, Port ID and B Channel and all other relevant required information. 2. Call Home events to the Network Management system for automatic upgrades upload of CDR'S to your server, SIM Budget information, and refresh of SIMs, either via ISDN or IP. 3. Advanced Trace Info functions with precise SIM individual information. Summary of Benefits 1. A cost effective access to the GSM telecommunications Network for incoming and outgoing calls. 2. Fast GSM call set-up. No more bottlenecks with calls having to be routed first through the fixed network. 3. The GSM Gateway can be positioned before or after the PABX.
  • 44.
    44 4. Full Remotecontrol management system, via Lo 5. connection,ISDN dial-inorviaIP,allowingReal time monitoringdowntoeachindividual SIMcard/GSM Channel and also reloading of SIMcards, for changes in budgeting whether time or price dependant. GPRS Application Internet On Mobile Idea NetSetter Data Card Internet on mobile Idea's 3G compatible network supports General Packet Radio Service (GPRS), which allows you to access Internet websites and information portals on your mobile, making it possible to stay informed and remain truly connected in this dynamically changing and competitive environment. Gone are the days when connecting to a website from the mobile took as long as 2 - 3 minutes. GPRS compatible handsets ensure that as a user, you are "always on". There is no need for a dial up connection or any ISP connection. Now you can now carry the World Wide Web in their pocket - The Idea World. Read email, get stock quotes, check the weather, read the latest news and even chat with friends and "Buddies" on Idea Network, Yahoo, MSN and ICQ while on the move. One of the mind-blowing applications on GPRS is Multimedia Messaging Service (MMS). Idea is among the pioneers in the country to provide MMS. This latest innovation in the area of mobile communication provides you the ability to communicate not just in voice or text but also in full colour images. Now you can send your emotions to your near and dear ones; with photographs, attach voice clips and append text too. Just in case the receiver does not have an MMS handset, even then the photographs can be accessed from our website www.ideacellular.com/webmms.For your convenience, we have also created a library of photo album and voice clips, from where you can choose and send photographs. Further, you can also compose your own MMS message on the above mentioned website and send it across to a cellular phone or any e-mail ID. With the introduction of GPRS on its network, Idea also supports the use of the GPRS
  • 45.
    45 phone as amodem, providing busy lap top armed executives, like most of you; the opportunity to log in wirelessly while "on the go". Thus now you can surf the internet using our GPRS connectivity with your computer. To know the rate plans please get in touch with you're a/c manager or below id... Consumer Grievance Redressal Mechanism  To ensure timely resolution of any grievance that you may have, we have setup Toll Free Call Centre numbers at each of our circles. You may register your grievance at our Call Centres and we will ensure timely redressal of your Grievance. Toll Free Numbers  Incase you are unable to get a satisfactory resolution to your grievance on approaching our call centre, you may get in touch with our Nodal Officers in your circle. These Nodal Officers will ensure resolution of your escalations within 10 days. For any escalation being reported by you, we will provide you with a unique docket number as a future reference for the same. To get more information about our Nodal Officers, please click here Roam Like Home - with IDEA Now you have one more reason to select Idea network while roaming in India. You can enjoy a ‘Roam Like Home’ experience even while roaming. IDEA is the first telecom operator in India to offer this facility to it’s valued roamers. We present a host of very convenient & friendly features - Dial directly from your phone book. You can call numbers saved in your phonebook, without adding STD or ISD codes to the entries. This saves you the bother of remembering the concerned codes or manually dialling every number.
  • 46.
    46 Ex: If youare a customer from UAE and you have saved your home telephone number in your phonebook as 506123456. Now when roaming with Idea, you can call the same number directly, without prefixing +971 (ISD dialling code for UAE) each time you want to call home! · Auto call correction of all misdialled calls. When you dial a new number, this service will complete your call even if a wrong or incomplete prefix has been added to the number. · Direct access to your Voicemail box. Now you can make extensive use of your VMS feature, even while roaming. Dial your voicemail short code directly without any authentication codes. · Direct dialling to your home customer care number. Ex: If you have saved the customer care number of your mobile operator as 12345 in your phone book, you can call them at the same number even while you are roaming (which would not have been possible otherwise)
  • 47.
    47 IDEA Store Customer Care CollectionAgencies Details Andra Pradesh Circle Idea Cellular Limited, 3rd Floor, K.L.K. Estate, Fateh Maidan Road, Basheer Bagh, Hyderabad Ph: 9848012345 Fax: 040-66562222 Email: [email protected] Gujarat Circle Idea Cellular Limited 4th Floor, Suman Tower Plot no 18,Sector 11 Gandhinagar Gujarat Ph: 9824012345 Fax: 079 2323240 Email: [email protected] Himachal Pradesh Circle Idea Telecommunications Ltd. Keonthal Complex, Khalini, Shimla, H.P. -171002 Customer Care - 9882012345 Fax - 0177 - 2620235 Delhi Circle Idea Cellular Limited A-30, Mohan Co-operative Industrial Estate New Delhi 110044 Ph: 9891012345 Fax: 11 - 6661 5698 / 99 Email: [email protected] Haryana Circle Idea Cellular Limited A-68, Sec.-64, Noida-30201 U.P. Ph: 9812012345 Fax - 91-9990559908 Email: [email protected] Madhya Pradesh & Chattisgarh Circle Idea Cellular Limited 139, 140 Electronic Complex, Pardesipura, Indore Ph: 9826012345 Fax: 0731 2551304
  • 48.
    48 (Toll free :Postpaid 9882012345) (Prepaid 9882012345) Email: [email protected] Kerala Circle Idea Cellular Limited 2nd Floor, Mercy Estate, Ravipuram. Cochin, Kerala - 682015 Ph.: 98470 12345 (Postpaid) 98471 12345 (Prepaid) Fax: 0484-2382121/2382324 Email [email protected] Mahrashtra & Goa Circle Idea Cellular Limited Sharda Centre 11/1 Erandwane Off Karve Road Pune 411 001. Tel : +91-98-220-12345 Fax : +91-98-500-03298 / 3299 Email : [email protected] Email: [email protected] UP (West) Circle Idea Cellular Limited, A-68, Sector-64, NOIDA - 201301, Phone: +919990555555, Fax: +919990555888, E-Mail: [email protected] Rajasthan Circle Idea Cellular Ltd. 1-2, Jai Jawan Colony, Tonk Road, Jaipur Rajasthan - 302018 Customer Care - 98870 12345 (Toll Free no.) Fax No. - 0141 - 5183738 Email: [email protected] UP (East) Circle Idea Cellular Ltd. 10 Fortuna Towers Rana Pratap Marg Opp NBRI Lucknow 226001 Customer Care : +91-9889012345 Fax : +91-522-220-5225 Email: [email protected]
  • 49.
    49 Prepaid Recharge -UPE 2014 MRP Service tax Processing Fee Talk Time Validity MOU Description From To From To From To From To 100 101 9.34 9.43 2 88.66 89.57 0 78 78 Top Up 102 102 9.52 9.52 2 90.48 90.48 1 81 81 Top Up 103 119 9.62 11.11 2 91.38 105.89 0 82 94 Top Up 120 120 11.21 11.21 2 106.79 106.79 1 95 95 Top Up 124 128 11.58 11.95 2 110.42 114.05 0 99 102 Top Up 130 148 12.14 13.82 2 115.86 132.18 0 104 119 Top Up 149 149 13.91 13.91 2 133.09 133.09 1 119 119 Top Up 150 150 14.01 14.01 2 133.99 133.99 0 120 120 Top Up 152 153 14.19 14.29 2 135.81 136.71 0 121 122 Top Up 154 178 14.38 16.62 2 137.62 159.38 0 123 142 Top Up 180 180 16.81 16.81 2 161.19 161.19 1 144 144 Top Up 181 188 16.9 17.56 2 162.1 168.44 0 145 151 Top Up 190 194 17.74 18.12 2 170.26 173.88 0 153 156 Top Up 196 198 18.3 18.49 2 175.7 177.51 0 157 158 Top Up 199 199 18.58 18.58 152.11 28.31 28.31 364 23 23 Validity Voucher 200 200 18.68 18.68 78 103.32 103.32 29 91 91 Validity Voucher 201 201 18.77 18.77 2 180.23 180.23 0 161 161 Top Up
  • 50.
    50 202 208 18.8619.42 2 181.14 186.58 0 162 167 Top Up 210 218 19.61 20.36 2 188.39 195.64 0 169 175 Top Up 222 222 20.73 20.73 0 222.00 222.00 0 199 199 Top Up 223 248 20.82 23.16 2 200.18 222.84 0 179 199 Top Up 249 249 23.25 23.25 2 223.75 223.75 0 200 200 Top Up 251 288 23.44 26.89 92.74 134.82 168.37 19 119 149 Validity Voucher 290 297 27.08 27.73 92.74 170.18 176.53 19 150 156 Validity Voucher 299 299 27.92 27.92 241.11 29.97 29.97 1 23 23 Validity Voucher 300 331 28.01 30.91 92.74 179.25 207.35 19 158 183 Top Up 333 333 31.1 31.1 0 333 333 0 284 284 Top Up 334 349 31.19 32.59 92.74 210.07 223.67 19 186 198 Top Up 350 350 32.68 32.68 86.83 230.49 230.49 29 204 204 Validity Voucher 351 398 32.78 37.17 86.83 231.39 274 29 205 243 Validity Voucher 401 442 37.45 41.27 86.83 276.72 313.9 29 246 279 Top Up 444 444 41.46 41.46 0 444 444 0 380 380 Top Up 445 494 41.55 46.13 86.83 316.62 361.04 29 281 321 Top Up 495 495 46.22 46.22 430.55 18.23 18.23 Lifetime 9 9 Validity Voucher 496 499 46.32 46.6 86.83 362.85 365.57 29 322 325 Top Up
  • 51.
    51 500 500 46.6946.69 0 453.31 453.31 44 405 405 Top Up 501 554 46.78 51.73 0 454.22 502.27 44 405 448 Top Up 555 555 51.83 51.83 0 555 555 0 475 475 Top Up 556 665 51.92 62.10 0 504.08 602.90 44 450 538 Top Up 666 666 62.19 62.19 0 666 666 66 595 595 Top Up 667 776 62.29 72.46 0 604.71 703.54 44 540 628 Top Up 777 777 72.56 72.56 0 777 777 0 664 664 Top Up 778 799 72.65 74.61 0 705.35 724.39 44 629 646 Top Up 800 800 74.71 74.71 0 725.29 725.29 59 647 647 Top Up NOTE: TO GET THE NET TALK TIME: (MRP/1.103) - access fee. (If MRP is 100 and processing fee is 2 you would apply ((100/1.103)-2) Assumptions Traffic rates and pattern I2I Rs.1.0 / min 25% I2M Rs.1.0 / min 25% I2L Rs.1.0 / min 30% STD Rs.1.5 / min 20% Airtime rate Rs. per min Rs.1.1 / min Disclaimer If recharge is not done successfully, than the debited amount will be credited to your bank account within 8 working days. If the amount is not credited, than please get in touch with the bank authorities
  • 52.
    52 REVENUE CONCERNS The growthof the telecom sector has been exceptional. In India, however, average revenue per user continues to decline due to increased service penetration into lower income segments and this is a major concern area for operators. Falling ARPU results in reduced profitability, making it essential for operators to improve efficiency. Therefore, it is important that operators work on increasing their ARPU. In the ARPU bouquet, voice tariffs will continue to fall and so major revenues will come from value added services (VAS), as consumers will increasingly go for an extensive range of VAS. In India, the mobile is becoming a device people rely on not only for basic communication but also for entertainment on the go. Operators would face a huge challenge of keeping customers profitable. The biggest worry is churn, especially in the prepaid segment, where revenue predictability is a huge issue. Many customers today are on lifetime value plans where the ARPU level is not concrete. The cost of getting a customer on the network, serving and retaining the customer vis-à-vis the revenue generated from him/her is going to be a big task. One method is to increase the uptake of value added services. Looking at the fact that voice remains an extremely large contributor of revenues, operators look at the cost or increase the realization. It is obvious that value added services in revenue enhancement and cost saving are essential for the future.
  • 53.
    53 QUALITY CONCERNS According tothe VOICE&DATA Mobile User Satisfaction Survey 2007, a large number of users were unhappy with the customer care services provided by the networks. The average waiting time to speak to a customer care executive has been estimated to be around six minutes. Further, mobile users of all service providers, without exception, saw an increase in their waiting time to reach their customer care executives this year. The key issues that bothered Indian customers included the 'knowledge level and promptness of customer care executives (CCEs)' and the 'final solution provided by them'. Billing, which was also an area of concern, seems to be a major bottleneck that can hamper the expansion plans of service providers. It appears that service providers are not upgrading their infrastructure to match their growing customer base. This needs greater attention and implementation of a well-defined customer care program that will help service providers benefit in their long-term expansion plans. These service providers should not let go of their brand's inherent perceived strengths and continue to devise innovative pricing schemes and offers. With the total number of mobile subscribers in India set to double to 500 mn by 2010, the pie happens to be big enough for everyone to share ...but Providers Gear Up Operators can avoid potential large cost elements related to subscriber acquisition, provisioning and care, by adopting locally viable techniques. This business model will be sustainable for all parties involved, and rural connectivity can be viewed as an opportunity. Some vendors are also working on solutions for operators to enable network expansions in rural areas as well, and enhance universal access. These vendors are designing solutions and business models so that operators can reach rural consumers that can merely afford around $3 worth of mobile services per month. As India is a market of multiple languages and dialects, voice-based communication is the most effective and easiest option (contrary to text and image-based communications), and uses personalization effectively. In India, average minutes of usage and voice ARPUs continue to decline due to increased service penetration into lower income segments. As the Indian mobile
  • 54.
    54 market enters amore mature stage, operators seek additional ways to generate revenue and add subscribers. Increasing the focus on voice as a value added service is another solution with multiple advantages. It can create improved network efficiency, increase user satisfaction, generate significant revenues and new calling activities from existing voice traffic, and also contribute to the growth story.
  • 55.
  • 56.
    56 PROJECT DETAILS Objective ofstudy:  Find out possible tools for revenue enhancement.  To check awareness of customers with VAS/PRS services.  Find out the requirement of customers.  Tools used for promoting services.  Conduct the SWOT analysis of company.  To find the potential market of IDEA.  Find out FOS gap prevailing in the current market. Method of data collection: Questionnaire method Data sources: Primary data was collected through personal interviews. Secondary data was collected through internet, magazines.The manuals in the organization were also consulted. Sampling size: 100 Sampling Random sampling Analysis of data: Analysis means computation of certain indices or searching for pattern of relationship that exists amongst groups.In case of survey or experimental data it involves estimating the value of unknown parameter of population and testing the hypothesis for drawing inferences. Types of analysis: 1.Descriptive analysis 2.Inferential analysis 3.Canonical analysis 4.Cluster analysis 5.Time series analysis
  • 57.
    57 Method of dataanalysis: Analytical analysis is used in this project. Analytical Analysis: Analytical analysis is basically conducted to derive some deductions from the collected data.It can be of various types , but multi discriminant analysis is used over here. Multi discriminant analysis enables the researcher to classify persons or objects Research Methodology : Descriptive research includes surveys and fact finding enquiries of different kind the major purpose of descriptive research is description of the state of affairs as it exist at present in social science and business we quite often use the term ex-post facto research . For example – frequency of shoping ,preference of people or similar data .Research design in case of descriptive research. A research design is purely and simply the framework or plane for a study that guides the collection and analysis of data . Descry[ptive research studies are those studies which are concerned with describing the characteristics of a particular the frequency with which something occurs or it’s association with something else . In descriptive research as well as in diagnostice studies the reasearcher must able to define clearly what he wants to measure and must find adequate . Methods for measuring it along with a learut definition of population he wantes to study . The desine in such studies is rigid and not flexible and must focuse attention on the following --- ----- 1-Formulating the objectibe of the study. 2-Designing the mathodes of data collection . 3-selecting the sample
  • 58.
    58 4-Collecting the data. 5-Prossesing and analyzing the data . 6-Reporting the findings
  • 59.
    59 DATA ANALYSIS Q1.Are youaware with VAS/PRS provided by IDEA cellular? Response: Very Satisfied 21% Satisfied 57% Dissatisfied 20% Very Dissatisfied 2% 0 10 20 30 40 50 60 very satisfied satisfied dissatisfied very dissatisfied Series1
  • 60.
    60 Q2.Quality of VAS/PRSprovided by IDEA. Response: Very good 19% Good 63% Average 15% Poor 3% 0 10 20 30 40 50 60 70 Very good Good Average Poor Response Series1
  • 61.
    61 Q3. How doyou rate the quality of information provided by the call center executive? Response: Very Satisfied 19% Satisfied 63% Dissatisfied 15% Very dissatisfied 3% very satisfied satisfied dissatisfied very dissatisfied S1 0 10 20 30 40 50 60 70 responce Series1
  • 62.
    62 Q4. How muchmoney would you like to spend on VAS/PRS? Response: 0 to 50 Rs 32% 50 to 100 Rs 36% 100 to 200 Rs 22% 200 and above 10% 0 5 10 15 20 25 30 35 40 Response Series1 32 36 22 10 0 to 50 Rs 50 to 100 100 to 200 200 and
  • 63.
    63 Q5. Rate ofadvertising effectiveness. Response: Very satisfied 25% Satisfied 67% Dissatisfied 7% Very dissatisfied 1% 0 10 20 30 40 50 60 70 80 Very satisfied Satisfied Dissatisfied Very Dissatisfied Response Series2
  • 64.
    64 Q6. Ease ofunderstanding the message in advertising. Response: Easily understandable 21% Understandable 61% Ambiguous 18% Not understandable 0% 0 10 20 30 40 50 60 70 Easily understandable Understandable Ambiguous Not understandable Series1
  • 65.
    65 Q7. Extent ofhelp provided in growing your business. Response: Admirable 37% Noticable 43% Slight 18% No help 2% Admirable 37% Noticable 43% Slight 18% No help 2%
  • 66.
    66 Q8. Value ofmoney from VAS/PRS. Response: Total 34% Partial 65% No 1% Total Partial No
  • 67.
    67 Q9. Time takento solve your query. Response: Immediate 9% Quick 27% Delayed 54% No response 10% 0 10 20 30 40 50 60 Immediate Quick Delayed No response Series1
  • 68.
    68 Q10. Would youlike to recommend IDEA to your friends and relatives. Response: Yes 58% No 42% Yes No
  • 69.
    69 Q11. Rating scaleof different telecom sectors.(according to market share). Response: Bharti [airtel] Vodafone RIM Idea BSNL airtel 25% voda 18% rim 22%idea 12% tata 5% bsnl 18%
  • 70.
    70 Q12. Did youcomplaint about any problem in VAS/PRS? Response: Yes 63% No 37% 63 37 Yes No Series1
  • 71.
    71 Q13. Was theproblem solved within time frame? Response: Yes 41% No 59% 0 10 20 30 40 50 60 Yes No Series1
  • 72.
    72 Q14. You havea good business relationship with the company. Response: Very satisfied 24% Satisfied 55% Dissatisfied 20% Very dissatisfied 1%
  • 73.
    73 Q15. Does thecompany keeps its commitments? Response: Yes 78% No 22% Yes No
  • 74.
    74 Q16.Explanation of VAS/PRStarrif n plans, schemes and benefits. Response: Salesmen 67% Other retailers 9% Friends 2% Advertisement 8% Other sources 14% 0% 20% 40% 60% 80% Series1 67% 9% 2% 8% 14% sales other friend advert other
  • 75.
    75 Q17.Friendly and courteousattitude of customer care executive. Response: Satisfactory 75% Non-satisfactory 25% 75 25 0 20 40 60 80 satisfactory non-satisfac Series1
  • 76.
    76 Q18.Overall quality ofservice. Response: Best 17% Good 35% Satisfactory 46% Poor 2% 0 20 40 60 Series1 17 35 46 2 best good satisfa poor
  • 77.
    77 Q19.Most frequently usedVAS/PRS service. Response: SMS/MMS GPRS RINGTONES CALLERTUNES VOICE CONFERENCING CALL DIVERT CALL HOLD CALLER LINE IDENTIFICATION RESTRICTION
  • 78.
    78 Q20.How long youare using VAS/PRS service of IDEA? Response: 1-6 months 28% 6-12 months 53% More than one year 19% Interpretation: As per survey I found that 53% of respondent are using VAS /PRS for 6-12 months. 1-6 months 6-12 months more than one year
  • 79.
    79 RECOMMENDATIONS  Company shouldavail facility such that v top value should be available to retailers anytime by some alternate means other than salesmen, credit can be collected the other day.  The commission earned by retailers should be increased to initiate them to recommend idea to customers and buy more of idea products  Latest schemes, benefits, tariff and plans should be informed to the retailers.  Shortage of banners, posters should be sorted out to enhance the advertisement effectiveness.  Many retailers complain about delayed visits by salesmen that should be sorted out.  The target of salesmen should be flexible because some time salesmen can sell the product above the target but they hesitate due to rigid target system.  Market share can be increased by providing information of scheames , plans and benefits of idea to retailers.  No. of fos should be increased.  Relationship between retailers and salesmen should be improvrd.  target of 500 million subscribers can be achived by tapping both rural and urban market effectively and efficiently.  tm should visit retail outlets to enhance relationship between company and retailers.  gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
  • 80.
    80 CONCLUSION After analyzing allthe collected data the conclusion resulted is as follows:-  Explanation of VAS/PRS tarrif plans, schemes and benefits are not informed to the customers.  Advertisement strategies of the company are less effective than their counterparts like AIRTEL, RIM, VODA etc.  Retailers constantly complain about shortage of banners and posters.  FOS gap should be minimized to increase revenue.  Most striking feature is ‘free GPRS facility’ provided by IDEA which strikes customers.  Salesmen should be well trained and induced to persuade retailers to inform about schemes of IDEA to all prospective customers coming to their shop.  Market share can be increased by providing information of scheames , plans and benefits of idea to retailers.  No. of fos should be increased.  Relationship between retailers and salesmen should be improvrd.  Target of 500 million subscribers can be achived by tapping both rural and urban market effectively and efficiently.  Tm should visit retail outlets to enhance relationship between company and retailers.  Gifts and offers should be provided to retailers providing high revenue so as to induce them to persuade prospective customers to buy idea products.
  • 81.
    81 LIMITATION  The researchis restricted to Kanpur city.  Majority of people are interested in mutual funds as these mutual funds provide a great variety of schemes but among them most of the investors are guided by their brokers.  Disinterest shown by few respondents to give response to the questionnaire.  Respondents are in hurry and busy in their day –to-day schedule
  • 82.
    82 QUESTIONNAIRE 1.Are you awarewith VAS/PRS services provided by IDEA. a) Highly satisfied b) Satisfied c) Dissatisfied 2.Explanation of VAS/PRS tarrif plans, schemes and benefits. 3.Quality of VAS/PRS services. 4.Ease of using VAS/PRS response. 5.Quality of information provided by the call centre Executive. 6.Friendly and courteous attitude of customer care executive. 7.How much money do you want to spend on VAS/PRS. 8.Rate of advertising effectiveness. 9.Ease of understanding messages in advertising. 10.Extent of help provided in growing your business. 11.Overall quality of services. 12.Value for money. 13.Time taken to solve your query.
  • 83.
    83 14.Would you liketo recommend IDEA to your friends and relatives. 15.Rating scale of competitors. 16.Did you complain about any problem in VAS/PRS? 17.Was the problem solved within time frame. 18.Most frequently used VAS/PRS service. 19.Strengths and weaknessesof company. 20.Opportunities and threats related to company. 21.Recommendations of retailers to improve revenue. 22.Recommendations of customers to improve revenue. 23.Which VAS/PRS service do you use? 24.How long you are using VAS/PRS? 25.Does the company keeps its commitments? 26.You have a good business relationship with the company. 27.Market share of the company. 28.Market growth rate of company.
  • 84.
    84 BIBLIOGRAPHY BIBLIOGRAPHY TEXTBOOKS REFERRED Kotler Philip,Marketing Management, Pearson Education Inc. 11th Edition. Consumer Behaviour – Building Marketing Strategy 9th Edition 2003,Tata McGraw Hill. Stanton William J, Etzel Michael J, Walker Bruce J, Fundamentals of Marketing, McGraw-Hill international, Singapore, 1998 WEB SITE REFERRED www.idea.com www.google.co.in www.wikipedia.com
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