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ON
(CRITICAL ANALYSIS OF VODAFONE CUSTOMER SATISFACTION
SURVEY)
Prepared and Presented to:
Under The Guidance Of :
Companys Guide:- Faculty Guide:-
Rahul Srivastava Swati Priya
(Sr. Sales Manager)
(Submitted in the partial fulfillment for the award of the degree of Master Of
Business Administration from G.B Technical University,Session-2009-2011)
Submitted By :-BIPIN SINGH
Roll No. 0914170013
(MBA III Sem.)
Sagar Institute Of Technology & Management Barabanki .
(2009-2011)
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PREFACE
The business of cellular operator is related to the protection of economic value
of assets . The assets would have been created through the efforts of the owner,
in the expectation that , ei ther through the income generated there from the some
other output , some of his needs would be met. I f assets get lost ear lier, being
destroyed or made non-funct ional , through an accident or other unfor tunate
event , the owner and those der iving benef i ts there f rom suffer . Insurance is a
mechanism that helps to reduce such adverse consequences.
Insurance plays a major role in different perspective. For economic development
investments are necessary. Investments are made out of savings. A life insurance
company i s a maj or i nves tmen t f or t he mobil izat ion o f s av ing o f peopl e,
part icu larly f rom the middle and lower income groups . These savings are
channeled in to the investments for economic growth. In order to amenable to
statistical predictions, insurance risks must be handled on a large scale.
All organization face change in their environment with resultant change in their
markets and in the ability to satisfy their markets. Each organization is
faced with new marketing problems and opportunities in their existing
and potential market. Marketing decision makers cope with these
challenges in a variety ways.
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ACKNOWLEDGEMENT
This is to express my heartiest gratitude towards all those who helped and inspired me
to complete my project report.
I feel immense pleasure in submitting my summer training project report.
I am highly thankful to my Director Prof. J.K.Johari SITM Barabanki for his support and
encouragement that he provided me during the tenure of the project report.
I am also thankful to my H.O.D Mr. K.K.Mishra Associate Prof. (H.O.D) of MBA and to my
faculty guide Ms. Swati Priya for their kind and constant support and guidance.
At the end I would like to mention about the constant motivation and help that I received from
my family, teachers, friends and batch mates for completing my project report.
( BIPIN SING
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EXCUTIVE SUMMARY
Topic :- CRITICAL ANALYSIS OF VODAFONE CUSTOMERSATISFACTION SURVEY)
Objective:-This Survey is designed to bring about a sharp understanding of the marketpotential for telecommunication products. The corporate support to different brands. The study is
made to assess and access the consumer desire from versatile angles leading to skim out thepotentially of market strengthening Vodafone cellular action plan meeting future target not only
this much but it also makes a gesture to assess the current to rest competitors of
telecommunication.
The following are the main objectives of this survey:
1. To find out the degree of market potentiality for Idea.
2. To study the present and future needs of mobile along with corporate support to a particular
brand of telecommunication connection in comparison to other competitor of telecom.
3. To study the impact of attributes like price quality of connectivity and services etc. forpreferring a particular brand of telecommunication connection.
4. To assess the potentiality of respondent as future target customer for Vodafone
telecommunication.
RESEARCH METHODOLOGY
METHODS OF COLLECTING DATA:
There are two types of data:
1. Primary data
2. Secondary data.
Primary Data:The primary data are those which are collected a fresh and for the first time and thus happen tobe original in character.
Secondary Data:In the case of secondary data the nature of data collection work is merely that of complication.
Collection of Primary Data:1. Observation Method.
2. Interview Method.3. Through questionnaire.
4. Through schedules.
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Collection of Secondary Data:1. Various Publication of the Central, State and local government.2. Technical and trade journals.
3. Book magazines and newspapers.
4. Report and publications of various associations connected with business and industry, bank
stock exchange etc.5. Reports prepared by research scholars, universities economists etc. in different field.
Collection of My Secondary DataIn my research study I used only primary data and I collected it through the questionnairemethods, I collected these data from Lucknow.
RESEARCH DESIGN:-My research was exploratory research so I am discussing only exploratory research design. Inexploratory research design hypothesis is developed on the basis of the influencing variables
which are available. The main purpose to do research design is to find new ideas for which theresearcher must always remain alert. There are three principles stages of exploratory researchdesign.
First Stage: Survey of secondary information sources.
Second Stage: Interview with knowledge persons.
Third Stage: Examination of situation that are analyses
to the problem.
SAMPLING METHODOLOGY
Sampling Technique:
Initially, a rough draft was prepared keeping in mind the objective of the research. A pilot study
was done in order to know the accuracy of the Questionnaire. The final Questionnaire was
arrived only after certain important changes were done. Thus my sampling came out to be
judgmental and convenient
Sample design:-
Lucknow.
Sampling Unit:
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The respondents who were asked to fill out questionnaires are the sampling units. These
comprise of employees of MNCs, people.
Sample size:
The sample size was restricted to only 100, which comprised of mainly people from different
regions of Lucknow due to time constraints.
Sampling Area :
The area of the research was Lucknow, India.
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CONCLUSION
Vodafone with the help of its correct marketing strategy & quality
products & services at an affordable price is one of the worlds leading
telecom companies with the customer base of over 250 million & the
future plans & policies of Vodafone will help the company to achieve its
target of adding 500 million by the end of 2010
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CONTENT
I. Preface 3
II. Acknowledgement 4
III. Objective of the study
IV. Introduction of study 9
V. Research Methodology
VI. Company Profile: 10
WHAT IS TELECOMMUNICATION
PLAYERS IN TELECOMMUNICATION 10
DOT
TRAI & ITS FUNCTIONS
ABOUT VODAFONE
HISTORY OF VODAFONE
FUTURE OF VODAFONE 57
VII. Limitations 76
VIII. Suggestions 77
IX. Conclusion
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X. Bibliography 83
VODAFONE
CUSTOMER
SATISFACTION
SURVEY
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CHAPTER I
WHAT IS
TELECOMUNICATION
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WHAT IS TELECOMUNICATION
Telecommunication is the transmissions of signals over a distance for
the purpose of communication. In modern times this process almost
always involves the sending of electro magnetic waves by electronic
transmitters but in earlier years it may have involved the use of smoke
signals drums or semaphore lines.
HISTORY OF TELECOMMUNICATION:
The history of telecommunication began with the use of smoke signals &
drums in Africa the America & parts of Asia. Smoke signals
In the 1790s the first fixed semaphore systems emerged in Europe
however it was not until the 1830s that electrical telecommunication
systems started to appear. This article details the history of
telecommunication & the individuals who helped make
telecommunication systems what they are today.
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Early telecommunication included smoke signals & drums. Drums were
used in natives like Africa, New Guinea & South America & smoke
signals in North America & China.
In 1792 a French engineer Claude Chappe built the first visual
telegraphy for semaphore system between Chile & Paris. This was
followed by a line from Strasburg to Paris.
SOME OF THE MOST POPULAR TELECOM
COMPANIES IN INDIA:
A.P TELECOM
A.P.-telecom officer's service telephone numbers can be viewed by
clicking the concerned telecom district. A.P. telecom circle is serving the
whole state of Andhra Pradesh including the twin cities of Hyderabad
and Secundrabad.
ASC ENTERPRISES LIMITED (ASCEL)
Ascel is a multi venture corporate heralding the "convergence" era in our
country, focusing on nationwide retailing of time (telecom, information
& learning, media, entertainment) products & services, satellite and
digital wireless communication ventures for provision of infrastructure,
services and solutions among other initiatives.
AIRCEL
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Popular provider in Tamil Nadu
BANGALORE TELECOM
Bangalore telecom system is a communications window to the rest of the
world. Offer a wide range of telecom services from basic telephone
service to high speed data circuits.
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BHARTI ENTERPRISES
Established in 1985, Bharti has been a pioneering force in the telecom
sector with many firsts and innovations to its credit, ranging from being
the first mobile service in Delhi, first private basic telephone service
provider in the country, first Indian company to provide comprehensive
telecom services outside India.
COMMSOUTH
Commsouth was founded in Chennai, in the mid nineties; Commsouth
has grown steadily and established sound positions in the mobile
telephony and telecom management software market.
CELLEBRUM
Cellebrum is a company of M Corp global group with interests in thefield of telecom solutions, office automation and information technology
and value added services. Asias leading value-added mobile services
and solutions provider on platforms like sms / ivrs / wap / gprs / ussd etc.
CRICKET COMMUNICATIONS
Cricket is the operating subsidiary of leap wireless international, a
customer-focused company providing innovative mobile wireless
services targeted to meet the needs of customers who are under-served
by traditional communications companies.
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ESSAR GROUP
The Essar group is one of Indias largest corporate houses with interests
spanning the manufacturing and service sectors in both old and new
economies: steel, power, shipping, constructions, oil & gas and telecom.
IDEA CELLULAR
India's leading GSM mobile services operator, idea cellular has licenses
to operate in 11 circles. With a customer base of over 17 million, idea
cellular has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra
Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-west,
Himachal Pradesh and Kerala. Idea acquired spice telecom which was
operating in Karnataka and Punjab. Idea cellular footprint currently
covers approximately 45% of Indias population and over 50% of the
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.
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INTERNET & MOBILE ASSOCIATION OF INDIA
The internet & mobile association of India (IAMAI) is a not-for-profit
industry body registered under the SOCIETIES ACT, 1896. Its mandate
is to expand and enhance the online and mobile value added services
sectors.
JP MOBILE, INC.
JP Mobile is a solid, well-established company, a true pioneer in the
enterprise mobility market. They are a privately held company with solid
financial backing. They offer sure wave mobility suite, a comprehensive
wireless mobility solution for enterprises, carriers, system integrators
and independent software vendors.
LOOP MOBILE
Loop mobile (BPL mobile now rebranded as loop mobile), represents
growth with continuity. While we constantly work towards giving our
subscribers a better network, innovative products and a superior mobile
telephony experience, our subscribers can be assured of the same focus
and commitment in providing the best network coverage, billing
accuracy, and an unmatched personalized customer service.
MTNL DELHI
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MTNL Was Set Up On 1st April, 1986 By The Government Of India To
Upgrade The Quality Of Telecom Services, Expand The Telecom
Network, Introduce New Services And To Raise Revenue For Telecom
Development Needs Of India S Key Metros Delhi, The Political
Capital And Mumbai, The Business Capital Of India.
MTS - SHYAM TELECOM
Sistema Shyam teleservices limited is a joint venture company between
sistema of Russia and Shyam group of India. Currently they operate in
the states of Rajasthan, Tamil Nadu, Kerala, Bihar, West Bengal and
Jharkand.
RELIANCE COMMUNICATIONS
Reliance Communications has a reliable, high-capacity, integrated (Both
Wireless and Wireline) and convergent (Voice, Data and Video) digital
network. It is capable of delivering a range of services spanning the
entire infocomm (Information and Communication) value chain,
including infrastructure and services for enterprises as well as
individuals, applications, and consulting.
RELIANCE INFOCOM
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Reliance Infocomm will offer a complete range of telecom services,
covering mobile and fixed line telephony including broadband, national
and international long distance services.
SHYAM TELECOM LIMITED
Shyam telecom is pioneer in Telecom Industry. It has revolutionized the
industry with development of innovative products. Shyam group
commenced its operations in 1974 to introduce up-to-date
telecommunication technology.
SONY ERICSSON
Sony Ericsson mobile communications offers mobile multimedia
consumer products for people who appreciate the possibilities of
powerful technology.
SPICE TELECOM
Spice telecom the brand name of spice communications limited is
presently operating cellular phone services in the states of Punjab and
Karnataka. Considered as one of the best providers of mobile telephony
in India.
TATA INDICOM
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Tata teleservices ltd offers its products and services to customers across
India under the name of "Tata Indicom". Tata teleservices limited is
Indias leading private basic service operator.
TELEMATIC ENGINEERS (P) LTD.
Established in 1993, the TEPL network spans across the central western
India, with service and distribution centres of its own. Since its
establishment, TEPL has been foremost in bringing global technology to
the Indian market.
TOUCHTEL
A Bharti group company offering landline, DSL in metros
VIDESH SANCHAR NIGAM LIMITED
VSNL incorporated on April 1, 1986 under the Indian Companies Act,
1956 to take over the activities of the erstwhile overseas communication
services (OCS). The company operates a network of earth stations,
switches, submarine cable systems, and value added service nodes to
provide a range of basic and value added services.
VODAFONE ESSAR
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Vodafone essar in India is a subsidiary of Vodafone group plc and
commenced operations in 1994 when its predecessor Hutchison telecom
acquired the cellular license for Mumbai. Vodafone essar now has
operations in 16 circles covering 86% of Indias mobile customer base,
with over 34.1 million customers.
YOUR BILL BUDDY
Your bill buddy.com is your one-stop solution for finding the best
mobile plan in market for yourself. Also you can send free sms to your
friends.
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ABOUT DOT:
DOT stands for department of telecom. It was started in the year 1992-
93.The department is presently headed by Prof M.N. Srirangaraju, who
is supported by a team of qualified & dedicated staff members.
On the forefront of development & with the advent of technological
revolution & quantum development in the field of electronics &
communication due to myriad complexities of the e-world it was
inevitable for the evolution of another field to make a distinct identity of
its own. Thus the ball of development was set into motion & the
telecommunication field gradually assumed a role of pre-eminence
which is shared by few other engineering disciplines in the modern
world.
The Department established in the year 1992 emphasized in providing
quality education with the practical aspects of learning given ample
importance .The department encourages tech-savvy Projects which Whet
the students appetite for technical exploration.
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TRAI:
TRAI stands for Telecom Regulatory Authority of India. TRAI was
established in the year 1997 in pursuance of TRAI (Ordinance) 1997
which was later replaced by an act of parliament to regulate the
telecommunication services. Some of the major recommendatory,
regulatory & tariff setting.
FUNCTIONS OF TRAI
Functions of TRAI are to make recommendations on the need & timing
for introduction of new service provider ensure compliance of terms &
conditions of license, effective management of spectrum, lay down the
standards of quality of service to be provided by the service providers &
ensure the quality of service & conduct the periodical survey of such
service provided by the service providers so as to protect interest of the
Consumers of telecommunication service, ensure effective compliance
of universal service obligations notify the rates at which
telecommunication services in India shall be provided under this act etc.
Recently in exercise of powers conferred by Provision(K) (1) of Section
2 of the TRAI Act, the Central Government, Vide Notification no S0
44(E) dated 9th January 2004, has notified Broadcasting & Cable services
to be telecommunication service.
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RECONSTITUTION:
I (Amendment) Act, 2000 had led to reconstitution of the authority. It
consists of one Chairperson, two full-time members & two part-time
Members.
The present composition of the authority is as follows:
SHRI. NRIPENDRA MISRA
CHAIRPERSON
SHRI A.K. SAWHNEY
MEMBER
SHRI R.N. PRABHAKAR
MEMBER
PROF N. BALAKRISHNAN
PART-TIME MEMBER
DR RAJIV KUMAR
PART-TIME MEMBER
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CHAPTER III
ABOUT VODAFONE
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SOME IMPORTANT & INTERESTING FACTS
ABOUT VODAFONE
Vodafone is the third largest company in this country by market
capitalization. This is remarkable because Vodafone is a relatively new
company. Most of the other companies in the FTSE 100
(largest 100 companies in the UK) have been around considerably
longer.
Most people in this country instantly recognize the Vodafone logo and
know what the company does. Vodafone supplies customers with mobile
telephone facilities including text, games, music, mobile TV, and
internet services. In 2005 Vodafone had around 16 million UK
customers, employed over 11,500 people across call centres, offices and
retail shops.
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The NAS is less well-known. It is a national charity working with
children, adults, and families affected by autism, and those professionals
who work alongside them. Autism is a complex life long developmental
disability affecting an increasing number of children in the UK. The
term autism covers a wide range of behavioral and communication
difficulties. For example people with autism find everyday social
interaction very difficult.
Their ability to develop friendships is generally limited as is their
capacity to understand other people's emotional expression. People with
autism can often have accompanying learning disabilities but everyone
with the condition shares a difficulty in making sense of the world.
The NAS champions the interests of people with autism and provides
services appropriate to their needs. Around 535,000 people in the UK
have autistic spectrum disorders and 2 million parents, carers and friends
are affected. Understanding of the condition remains limited.
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HISTORY OF VODAFONE:
Vodafone is the world's leading international mobile communications
company. Currently it has operations in 25 countries across 5 continents
and 40 partner networks with over 260 million customers worldwide.
DURING 1980S
Vodafone made the UK's first mobile call at a few minutes past midnight
on 1st January 1985. Within fifteen years, the network was the largest
company in Europe and the largest of its kind anywhere in the world. By
the turn of the century, almost every second UK citizen had a mobile
and a third of them were connected to Vodafone.
The Vodafone story is one of investment, innovation and award-winning
customer service. Above all, its one of growth and the ability to deliver
the tremendous benefits of mobile communications, not just in the UK
but worldwide.
1982
The Racal electronics group wins its bid for the private sector UK
cellular license. It sets up the Racal telecoms division and names the new
network Vodafone to reflect the provision of voice and data services
over mobile phones. Based in Newbury, the company has less than 50
employees, all in one building.
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1985
The Vodafone analogue network is the first cellular network to launch
in the UK, and the first call is made from St Katherines dock in London
to Newbury on 1 January 1985.
1987
Vodafone is recognized as the largest mobile network in the world.
Vodata is created as the voice and data business to develop and
market Vodafone recall, the voicemail service.
Vodapage is launched, providing a paging network that covers 80% of
the UK population.
1988
Racal telecomm plc floats on the London and New York stock
exchanges.
1989
Paknet is formed as a joint venture between Racal telecom and cable &
wireless.
VODAFONE DURING 1990S:
1991
Racal and Vodafone demerge. And the Vodafone group is listed as an
independent company on the London and New York stock exchanges.
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Vodafone and telecom Finland make the worlds first international
roaming call.
Vodafone launches its digital (GSM) mobile phone service the first in
the UK.
1992
Vodafone and telecom Finland sign the world's first international GSM
roaming agreement.
1993
Vodafone group international is formed to acquire licenses and
supervise overseas interests.
Vodafone opens its first high street store.
1994
Vodata is the first network operator in the UK to launch data, fax and
sms services over the digital network.
Vodafone joins the global star consortium to develop and launch a low
earth orbiting satellite mobile phone service.
1996
Vodafone is the first network operator in the UK to launch a pre-pay
analogue package.
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Per second billing on the digital network is introduced, as well as
options to buy bundled minutes and make off-peak local calls to
landlines.
1997
Chris gent succeeds Sir Gerald Whent as chief executive officer of
Vodafone group plc.
1999
Vodafone air touch plc is created as a result of a successful merger
between Vodafone group plc and air touch communications Inc.
On 5 January Vodafone connects the five million customers in the UK.
VODAFONE DURING 2000S:
2000
The acquisition of Mannesmann Ag almost doubles the size of the
Vodafone group making it the largest mobile telecommunications
company and one of the top ten companies, by market capitalization, in
the world.
Vizzavi is launched, a 50/50 joint venture between Vodafone air touch
and vivendinet to deliver a multi-access branded internet portal for
Europe.
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Vodafone acquires the largest available 3g license in the UK. In
parallel with the development of 3g, Vodafone announces its intention to
offer GPRS (general packet radio service) to UK corporate customers.
The global star satellite communications service is launched in the UK.
2001
Vodafone introduces instant messaging to its networks.
Vodafone makes the worlds first 3g roaming call between Spain and
Japan.
2002
Vodafone trials its global mobile payment system in the UK Italy and
Germany.
Vodafone launches the first commercial European GPRS roaming
service.
The Vodafone group foundation is launched. The group and its
subsidiaries plan to contribute 20 million to community programmes,
guided by the group social investment policy.
Vodafone launches Vodafone live! & mobile office, two new consumer
and business propositions.
Arun Sarin is selected to succeed Sir Christopher Gent as Chief
Executive of Vodafone group plc.
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2003
Vodafone live! attracts 1 million customers in its first six months.
Orange, telefonica moviles, t-mobile, and Vodafone form a new
association to drive interoperable mobile payments.
2004
Vodafone launches its first 3g service in Europe with the vodafone
mobile connect 3g/gprs data card.
Vodafone live! With 3g is launched in 13 markets.
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2005
Vodafone simply is launched, giving customers new, easy-to-use voice
and text services.
Vodafone introduces passport, a new voice roaming price plan.
2006
The number of Vodafone live! Customers with 3g reach 10 million.
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MANAGEMENT OF VODAFONE
NEW CEO OF VODAFONE:
VODAFONE ANNOUNCES NEW CHIEF EXECUTIVE
Vodafone group plc today announces that, after five years in the role,
Arun Sarin will be retiring as chief executive at the end of the
companys AGM on 29th July 2008. He will be succeeded by deputy
chief executive Vittorio Colao.
Arun Sarin became chief executive in July 2003 and over the last five
years has led the company through a period of significant change, both
strategic and organizational. Under his leadership Vodafone has
developed and implemented a new strategy to become a total
communications company, which is already delivering results. As part of
its strategy Vodafone has also expanded into emerging markets
including Romania, Czech Republic, Turkey, and most recently, India
where Arun Sarin led the acquisition of Hutchison essar, which is the
largest foreign investment made in the country.
In portfolio management, during this time the company also disposed of
its businesses in Japan and Sweden, together with interests in
Switzerland and Belgium. In Europe the new strategy has delivered
innovative products, improved revenue and significant cost reduction.
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Organizationally the company has been structured to take advantage of
its significant global footprint by becoming an integrated business with a
clear distinction between global and local activities.
During his time as chief executive the company has also grown its
proportionate customer base from 120 million to more than 260 million
globally and over this period Vodafone has consistently delivered strong
results. Returns to shareholders over this period have also been very
positive with dividends increasing from 1.69p to 7.51p, an increase of
more than 400%. He has also built a new senior management team and
taken the lead on major industry issues, including mobile broadband and
internet services.
COMMENTING, CHAIRMAN SIR JOHN BOND SAID:
Arun has done a tremendous job as chief executive. He has led the
company with distinction and navigated Vodafone through a period of
rapid change. He has developed a new strategy for the business and
significantly expanded our footprint in emerging markets. The
acquisition in India was very well timed and executed. The board has a
great deal to thank him for and i would like personally to thank him for
all he has done for the business and wish him and his family all the best
for the future. In Vittorio Colao we have a fine successor and I am
looking forward to working with him in his new role.
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ARUN SARIN SAID:
It has been a privilege to lead Vodafone for the last five years and to
have been involved in the company for such a long time. I feel that I
have accomplished what i set out to achieve, particularly in developing
and implementing a new strategy. I am very proud of what Vodafone
and its 71,000 people have achieved and the good momentum we have in
the marketplace. I know that the business is in capable hands with
Vittorio Colao. Having worked with him for many years I know that he
has the experience and vision to take Vodafone on to future success.
Vodafone group plc also announced today that non executive directors
Michael Boskin and Jurgen Schrempp will not be seeking re-election at
the AGM. Michael Boskin joined the Vodafone board in 1999 on
Vodafones merger with air touch communications inc, having served
for a number of years previously on the air touch board. Jrgen
Schrempp became a director of Vodafone in 2000 when Vodafone
completed its acquisition of Mannesmann, having been a member of
Mannesmanns supervisory board before then.
Sir John bond said: I would like to thank Michael and Jrgen for their
contributions and for the different and important perspectives each has
brought to our board. Both have served with distinction and i am very
grateful for their tireless work on our board committees, especially
Michaels chairmanship of the audit.
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Committee. Jrgen has, at one time or another, been a member of each
of our principal board committees. We wish them both well in the
future.
ARUN SARIN
Arun Sarin, aged 53, graduated from the Indian institute of technology
with a BS in engineering in 1975. In 1978 he gained a MS in engineering
and a MBA from the University of California, at Berkeley.
He started his career as a management consultant before moving, in
1984, to pacific Telesis group in San Francisco. Commencing in
corporate development, he was instrumental in the company acquiring
the first cellular licenses in the us as well as winning the first cellular
license in Germany and a PCN license in the UK. He was subsequently
appointed CFO and chief strategy officer at pacific bell, before moving
on to become vice president and general manager, San Francisco bay
area telephone company, a pacific bell division with 12,000 employees.
Following the demerger from pacific Telesis of the mobile and paging
businesses to form air touch communications, Arun was appointed
senior vice president corporate strategy and development where he
developed and implemented a growth strategy encompassing
partnerships and acquisitions, which included the merger with us wests
wireless business.
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On becoming president and CEO, air touch international, Arun was
responsible for the acquisition of wireless licenses in several overseas
territories and establishing the management teams of these new ventures.
He then became president of air touch communications where he was
responsible for managing the cellular and paging operations in 14
countries and was a key negotiator in the successful merger of air touch
with Vodafone group plc. Within the combined business, Vodafone air
touch plc, he was appointed CEO US/Asia pacific region, managing the
groups operations in the US, Asia and Australasia. In addition, he
headed the global mobile internet division, responsible for the
introduction of wireless internet services.
In 2000, with the successful merger of Vodafone air touchs us
businesses with those of bell Atlantic and GTE to form VERIZON
wireless, arun, whilst maintaining a non-executive directorship of
Vodafone air touch plc, became CEO of info space, a provider of mobile
internet content and directory services.
In 2001 he joined ACCEL-KKR telecom; a telecom investment and
management business, where he evaluated numerous opportunities in the
telecommunications industry around the world and oversaw the
acquisition of bell Canadas yellow pages business.
In April 2003 he became CEO designate of Vodafone group plc and
assumed the post of chief executive on July 30th 2003.
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Prior to becoming chief executive, Arun had been a non-executive
director of the GAP Inc, the Charles Schwab Corporation and Cisco
systems inc. In July 2005, he was appointed to the court of directors at
the bank of England.
Vittorio Colao
Vittorio Colao, aged 46, was appointed chief executive, Europe and
deputy group chief executive of Vodafone group plc in October 2006.
Vittorio holds a business degree cum laude from Bocconi university and
an MBA with honors from the Harvard business school.
Between 2004 and 2006 he was chief executive officer of RCS media
group in Milan, a leading media group, publishing newspapers,
magazines and books in Italy, Spain, and France.
Prior to that, Vittorio held the post of regional CEO, south Europe,
Middle East and Africa, of Vodafone group plc, and he was an executive
director on the main board. Before the Vodafone acquisition, Vittorio
was COO and CEO of Omnitel Pronto Italia, now vodafone Italy.
Vittorio spent the early part of his career (1996-98 and 1991-96) at
Mckinsey & co, where he was a partner in the Milan office, working on
media, telecommunications and industrial goods. He headed the finance
practice, and was responsible for the office recruiting of consultants.
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Vittorio worked in 1989/1990 for Morgan Stanley investment bank
division, in London, and Mondadori, the Italian publisher.Vittorio has
been a non-executive director and member of the remuneration
committee of Ras insurance, then listed on the Milan stock exchange
(now merged with allianz se), and was previously a non-executive
director and chairman of the remuneration committee of Finmeccanica,
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CHAPTER IV
PRODUCTS CATEGORY
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PRODUCTS & SERVICES OFFERED BY
VODAFONE:
PRODUCTS CATEGORY:
1.CHARGERS:
Stay connected wherever you are with the nokia travel charger. It's
handy when you're camping, flying or on the go. It's also ideal if you
forget to keep your phone fully charged.
With most nokia phones now packing cameras, organizers and email,
this nifty gadget will come in handy for more than just talking. And
because it's small, you can pack it in your bag and forget about it - until
you run out of juice.
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3.HEADSETS & HEADPHONES:
Get a great signal at home - without leaning out of the window - thanks
to the Vodafone access gateway.
The gateway simply plugs into your broadband line, boosting your 3g
signal right through your home. It's also small, so you'll hardly notice it's
there. Want to share your signal with friends and family?
If they're on Vodafone you can - up to four people can use the gateway
at once.
Vodafone access gateway works with any 3g phone. You'll also need a
home broadband line, with a minimum speed of 1mbps.
The Vodafone access gateway is also available from just 290 a month
with select pay monthly offers; please pop into a store for more
information.
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4.FLEX ARM CRADLE:
Talk in your car - while your hands stay firmly on the wheel. The
Vodafone car cradle is designed for any handset. Just attach the suction
cap to your windscreen, or clip the cradle to your air - vent. No mess. No
tools. No hassle.
Once the cradle's attached, twist the bendy arm for the perfect position.It's as easy as that. Simple and safe, the must-have accessory is, at just
567 RS, very affordable too.
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5.MEMORY CARDS:
When you need to pack even more into your phone, choose the sandisk 4
GB micro sd memory card. It has the same dimensions as the 2 GB card,
but lets you carry loads more tunes and photos.
With space for up to 1,000 tracks, there's enough room in this tiny
device for all your favourites. You can also store, view or transfer photosand video clips - safely and easily.
Slim, powerful and ultra compatible, the 4 GB micro sd memory card is
the ideal companion for your phone.
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SERVICES:
Vodafones new telecoms management service - simplifying the
management of fixed and mobile telecoms services.
Vodafone Global Enterprise- The division of Vodafone which
manages the communications needs of the largest multinational
companies worldwide announces the launch of Vodafone telecoms
management, a new service which combines and simplifies the
management of fixed and mobile telecoms.
Vodafone telecoms management is a fully hosted service designed to
remove the operational complexity of managing the telecoms
environment for multinational businesses.
Underpinned by Vodafones global support and service levelagreements, the service will give multinationals greater visibility and
management control over their telecoms expenditure, as well as improve
the quality of service delivered to employees.
The offering will also deliver a single, online management view of both
their fixed and mobile telecoms services. Vodafone consultants will
work with customers to assess and scope their current telecoms vendors
and services, then develop a management plan aimed to deliver greater
efficiency and reduce costs.
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ADDITIONAL KEY FEATURES INCLUDE:
A single online view of spend across all telecoms providers
Full visibility of telecoms assets such as mobile and fixed devices
Ability to control and manage mobile devices Capability to secure, lock and remotely wipe mobile devices
Visibility of telecoms vendor contracts and the current contract
status
The online management portal is tailored to each organization to ensure
that it interfaces with their existing company processes. For example, theservice provides an employee self-service portal, enabling employees to
order new mobile devices and update their profiles. The process of
ordering a device and the type of device that an employee is allowed to
order will be in line with each companys set approval guidelines,
policies and work flows.
In this tough economic environment our customers are urgently seeking
ways to reduce cost and simplify their processes, said Nick Jeffery,
director, Vodafone global enterprise. Very few global organizations
have a complete and accurate view of their fixed and mobile telecoms
landscape. Our telecoms management service has been developed in
direct response to this need.
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INTERNET:
MOBILE BROADBAND:
MOBILE BROADBAND VIA YOUR PHONE
Feel the freedom. Use the internet your way with full access to VOIP
services like SKYPE, and peer to peer services like file sharing.
With mobile broadband via your phone, you get a whopping 5 GB each
month. Simply use your phone as normal and if you have a 3g phone,
connect it to your laptop to turn your phone into a broadband modem.
Before you get started, you might need to make a few changes to your
phones settings your user manual will have all the details.
Add mobile broadband via your phone for 20 a month
5gb a month ideal for big downloads
VOIP and peer to peer services get full access to SKYPE, file
sharing and lots more
One plan for everything you dont need a separate USB modem
device. Just use your phone instead
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HOMEBROADBAND:
Vodafone home broadband gives you high-speed internet access and
inclusive anytime landline calls for just 812 RS a month.
With no hidden catches, our customers say its better value than their
previous home broadband package.
What do I get?
Super fast broadband connection (up to 8mb) with unlimited usage
Inclusive calls to UK landlines any time
25% off calls to UK mobiles
Free UK-based telephone support 24/7
Broadband modem and micro filters included
All for just 812 Rs per month.
30-Day money back guarantee
Were so confident Vodafone at home is better value for money than
your current broadband package, well give you a 30-day money back
guarantee. Call us to find out more.
What about VAT?
Costs shown include vat at 17.5%. Don't worry; you'll only be charged
vat at 15% - while that rate remains.
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PRICING STRATEGIES :
A: MONTHLY PRICE PLANS
B: PAY AS YOU DO PLANS
C: CALL CHARGES WHILE GOING ABROAD
D: PAY MONTHLY CALL CHARGES
E: BUSINESS CALL CHARGES
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MARKET SHARE OF MOBILE OPERATORS IN
INDIA:2002-2008
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VODAFONE TOPS THE LIST IN THIS
CATEGORY
ABOUT THE MOST POPULAR VODAFONE ZOO-
ZOOS:
SOME INTERESTING FACTS ABOUT ZOOZOOS:
On first look, these Zoo Zoos in Vodafone TV ads may resemble
animated cartoon characters with an alien look or simply a stupid egg-
head character with disproportional white bodies and black dots for eyes
and mouth.
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But the interesting part is that Zoo Zoos are not animated characters but
are actually slim women actors from local Mumbai theatres, dressed in
white costumes that are stuffed with foam to portray the characters.
These characters are named Zoo Zoos, and are created by O&M. These
ads were directed by Prakash Varma and were launched during the
ongoing IPL 2 series.
They are human beings who were made to wear body suits. the design
of the characters is such that one gets fooled into thinking it is
animation, shrugs Rao, which was indeed the very illusion that had to
be created. in a sense, it is live animation! He quips, referring to the
fact that it was all shot live.
To create large heads they used a material called Perspex, which was
again stuffed with foam. Also, they casted only women and children to
play the zoo zoos so that the thin hands and legs made the heads look
even bigger.
SPONSORSHIP
VODAFONES PARTNERSHIP WITH MCLAREN
MERCEDES SERIES:
As title sponsor and official mobile partner of the Vodafone Mclaren
Mercedes team, Vodafone is raising its association with Formula 1 to
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the ultimate level. We have committed to a long-term agreement,
starting in 2007.
The sponsorship demonstrates Vodafones ongoing commitment to the
Formula 1 world championship, a sport which continues to deliver
massive global television coverage and which has significant appeal for
Vodafones consumer and business customers around the world.
The title sponsorship including the team name Vodafone Mclaren
Mercedes and official mobile partner of the team gives Vodafone;
dominant title sponsorship branding on the cars, drivers' and pit crews'
overalls and helmets.
As we enter into this exciting new partnership the associative rights
acquired provide unique opportunities that will continue to raise brand
awareness through the team name and branding. The team partnership
delivers a powerful integrated marketing platform through advertising,
hospitality, mobile content, handset offers and promotions and through
innovative activation will encourage preference and loyalty amongst
Vodafones customers.
VODAFONE WITH UEFA CHAMPIONS LEAGUE:
Vodafone is in its second season as official partner and official mobile
network of the UEFA Champions League, the world's largest annual
football competition.
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Vodafone is delighted to be at the forefront of Europes premier club
competition. After the successes of last season's UEFA champions
league sponsorship and the agreements announced in April to sponsor
the UEFA cup final and UEFA super cup, Vodafone is looking forward
to strengthening its position as a brand passionate about the beautiful
game.
The UEFA champions league is the world's greatest club football
competition. During nine months of every year, Europes top 32 clubs
battle it out for the trophy that proves they're the best of the best. It's a
sponsorship that delivers considerable value to Vodafone and is highly
relevant to most of the Vodafone operating companies.
Football is the most popular sport in the world. Huge numbers of
Vodafone customers are passionate about football - and sponsorships
help to convert this passion into a business relationship.
The partnership enables Vodafone to deliver content including video
highlights packages and goal alerts from all UEFA champions league
matches to football fans on the Vodafone live! With 3g consumer
service.
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VODAFONE TIE-UP WITH RADIO CHANNEL FEVER
104:
Vodafone tied up with Radio channel FEVER 104 wherein the channel
provides with cash prizes of upto 1 lakh or more which is another
promotion strategy adopted by Vodafone which was a success.
VODAFONE SPONSOR OF ENGLAND CRICKET
TEAM:
As our sponsorship of the England cricket team comes to a close, weve
got an impressive line up to celebrate the 12th and final year of the
partnership. This summer England will once again embark on the questfor victory in the ultimate test of any England cricketer as they take on
Australia in the Npower ashes series; and as a Vodafone customer, you
can be with us the whole way.
VODAFONE SOUNDBITES
Vodafone sound bites explore every aspect of the global music scene.
Featuring international artists interviews at gigs and festivals, bands
fantasy group line-ups, pre-show rituals and performers describing their
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first time on stage, the programme brings an authentic behind the scenes
insight into the world of music.
Vodafone sound bites is available on tv, via a website (www.mtv-
vodafonesoundbites.com) and on mobile (wap.mtv-
vodafonesoundbites.com) as a series of twenty one, three minute shows.
The website and mobile service carry additional footage, as well as
editorial and news elements.
Uniquely the programme is available in seven languages on MTV in
Germany, Hungary, the Netherlands, Portugal, Romania, Spain, Turkey,
the UK and Ireland, Australia, New Zealand and on the mtv European
feed, covering sixteen countries!
EFFORTS TAKEN TO BOOST SALES BY
VODAFONE (THE ZOO ZOO SERIES):
Vodafones new series of advertisements feature lovable white, large-
headed creatures that have attracted more than 28,500 fans on face book.
They are so cute, they remind me of Casper who was my favourite
cartoon.
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But for all those who think the zoo zoos are animated, heres the
shocker: they are real people in costume.
Rajiv Rao, Executive Creative Director (South Asia) of Ogilvy &
Mather, the agency that handles Vodafone advertisements, said: we
wanted to make real people look as animated as possible.
Bangalore-based nirvana films shot the ads in Cape Town, South Africa,
just in time for IPL. Said Prakash Verma, nirvanas owner
and director of the zoozoo campaign: our actors were small-bodied,
thin women covered in layers of white fabric. Each facial expression was
made of rubber and pasted on the actors.
In about 10 days, O&M completed the campaign shooting two-three
films a day, each selling a product or a service offered by Vodafone. A
dozen more films are expected as the league progresses.
The characters, which look like distant cousins of the Pillsbury dough
boy, were enacted by professional ballet artists in white body suits.
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What makes them so endearing is that they are innocent people living
in a simple world unlike ours, who laugh loud when they laugh. And
who seem to be in an in-between world of animation and reality, said
Mr. Rajiv Rao, executive creative director, O&M.
A film shot at 20 frames per second made the zoo zoos movements
hurried and comical. Of the 29 different zoo zoo ads created for the IPL,
there will be a new one everyday.
CUSTOMER RELATIONSHIP MANAGEMENT
VODAFONE LAUNCHES PHONES FOR THE POOR
From now onwards millions of people all through the world could access
mobile phones for the first time with the release of Vodafones first
ultra-cheap own-branded phones. It is said by the company that these
phones are cheap enough for poor people to have. Plus the Vodafone 125
and 225, released recently, are aimed at expanding the availability of
affordable mobile phones in increasing markets.
The mobile phones have been produced for Vodafone by Chinese
manufacturer ZTE Corporation - the first handsets resulting from an
agreement between the two companies announced in December. They
will come into view first on Vodafone networks in Egypt, Romania and
South Africa. The Vodafone 125 and 225 are reported to be consisting
with a similar set of basic features, although the 125 has a monochrome
display whereas the 225s display is colour.
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Vodafone is also planning to open access to mobile services for more
people in countries where mobile networks are the most viable and cost-
effective communications service available. The phones are said to be
coming with the price tag of around 1200-2500.
HAPPY TO HELP:
This is an online 24*7 helpline service for the customers of
Vodafone. This provides help to the customer queries related to
the products & services like VAS, talktime, recharge & etc.
CUSTOMER CARE CENTRE:
This is one of the best way of maintaining a healthy customer
relationship adopted by VODAFONE. They have their own
customer care centres all over India wherein the customers
directly come to the centres regarding the problems they face
related to the products & services.
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INTRODUCTION OF I PHONE 1 OF THE BIGGEST
EVENT IN THE HISTORY OF INDIAN TELECOM:
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We are delighted to announce that the iphone 3g will be available in
India from august 22, 2008. It will be available in 8gb & 16gb models,
priced at Rs 31,000 and Rs 36,100 respectively.
And this is just the cost of apple hardware - you will have to pay extra
fordata and voice plans. Airtel will also introduce iphone on the same
date but I dont think if an iphone 3g is worth that kind of money.
Now that Vodafone officially announced theprice of iphone, a local rep.
Shared details about the different tariff plans available for Vodafone
customers ofiphone in India.
Unlike blackberry, Vodafone offers no "unlimited data" plan for iphone
users. That means if you exhaust your monthly data usage limit, be
prepared to shell out an extra Rs 5 per mb of data exchanged.
The monthly rent for iphone will range from Rs 500 to Rs 1000
depending on your internet requirements. The lower plan will provide
you with 50 mb of free data usage while the upper 1000 plan provides
600 mb of data usage.
The above plans are for customers with a postpaid connection.
If you want to go for a prepaid iphone connection, theres a iphone data
card available for a monthly rent of Rs 100 but without any free data
usage.
The sms and local / std call charges on iphone will more or less be the
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Lets do some maths. If you are heavy web user, the overall cost would
work something like this - Rs 36000 (for handset) + Rs 12000 (yearly
rent) + call charges + extra data charges + taxes.
Contrast that with a blackberry curve from airtel - Rs 23000 (for
headset) + Rs 6000 (yearly rent with unlimited data) + call charges +
taxes.
VODAFONES TIE-UP WITH B.E.S.T & RAILWAYS:
As a part of the customer relationship management Vodafone came out
with a unique plan of providing its customers with utmost ease of paying
their bills on the railway platforms & in the buses. The customers were
have to visit the respective centres of their area to pay the bills which
was time consuming & required some effort. Because of the initiative
taken by Vodafone postpaid customers are very much relaxed that they
do not have to visit the respective centres to make the payment.
COMPARISN BETWEEN VODAFONE & LOOP MOBILE
LOOP MOBILE:
Loop mobile strives for customer satisfaction and business success in
the telecom service field. Apart from offering prepaid, post-paid,
roaming, voice sms and push mail services in the wireless industry, this
mobile service company also provides other values-added services. The
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communications service company gives an itemized bill, which a
detailed bill is accounting the outgoing calls, sms, subscribed services
and other such details.
The customer of the mobile service company also gets missed call alerts
through sms alerts, when the phone is switched off or is out of the
coverage area/range. Mobile answer phone service or voice mail service
is available for customers not able to attend calls, and if activated allows
the caller to record his/her message. Call conferencing is also offered by
bpl communication, which a conference between two or more persons.
Other services such as clip, which identifies the caller; popular roaming,
which allows special roaming without any deposit in India and STD/ISD
facility to make national/international calls are provided by the mobile
service company. Emergency STD/ISD services, which provide access
to STD/ISD calling without any deposits for 20 minutes, clir to secure
the customers numbers from being reflected on callers mobile and
fax/data and internet options are also the other value-added services
offered by the communications service company. BPL communication
offers national roaming that allows the customers to get incoming calls
while traveling in India and international roaming to get incoming calls
while traveling outside India.
Offers post-paid, prepaid, roaming, voice sms and push mail services.
The post-paid service offered by the mobile service company has several
plans to attract customers. These plans include PAISA VASOOL on
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BPL mobile at reduced call rates, sms and mms, talk more with BPL
mobile, which is a group plan for the family and friends at reduced call
rates, national family and friends, which offers 60 per cent discount on
std airtime for calls to any one mobile number and night plan.
Under the prepaid scheme, the communications service company offers
MOTS RCC 399 with outgoing calls free on BPL and zone advantage,
which allows the customer to pick any of the 15 zones, like home,
office, college and so on, in order to enjoy some special privileges of
calling and sending sms. The night pack allows customer to make calls
at minimum rates and the sms bundle pack is offered by BPL
communication at very low rates. Roaming with MOTS allows one to
subscribe for national and international roaming.
E-mails may be unanswered in the inbox and in the present competitive
world, quick decision are highly essential. The push mail offered by the
mobile service company allows one to access mails even while traveling.
The push mail supports Microsoft exchange, lotus notes, SMTP and
imap/pop3 servers.
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PROBLEMS FACED BY LOOP CUSTOMERS:
BILLING PROBLEMS:
I have 2 mobile numbers from bpl mobile. I have given auto pay from
my credit card so as to there is no delay in bill payment. This was
working fine till November 06. Since December every time bpl comes
back saying that my bank declines the payment i had check with my
bank they are saying that my card is in active mode has large limit than
bpl mobiles bill still bpl disconnects my connection. This has happened
5-6 times. I have a confirmation from my bank that there is no problem
in my card. I have written to bpl at least 10times but none of their senior
level people looked in this I am suffering even monetary losses due to
this & frustration. It feels like they want to harass you. I have very clean
record of bill payment & not even a late payment as I have always kept
my bill payment on auto pay. I have submitted this auto pay to their
Malad gallery but I dont know why their operations dept or customer
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care dept are not able to solve this. My sincere request to all new mobile
connection buyers to read through my complaint.
REDUCING BALANCE WITHOUT ANY
CONFIRMATION:
I was in Germany for about two months during which barring one or two
numbers no one could reach me despite activating international roaming
on my cell. This caused a lot of inconvenience and I had to pay
additional money to make phone-calls.
But then on 9th November suddenly my balance went off from Rs. 2,500
to a negative balance after sending and receiving one sms. I logged a
complaint on the online system for which i receive two apparently
unique complaint numbers doc-c-11117465 and doc-c-111121812 which
itself speaks a lot about the complaint management system.
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After returning when I called the absolutely useless help desk and
explained the situation to several executives over and over again, they
finally gave me the two numbers on which apparently i had spoken. I
tried both these numbers here locally from my land line- one number is
out of service and the other is a fax line. First of all i could not receive
any calls while i was in Germany and then these numbers that were
given by the help desk are not even functional numbers.
I am really annoyed now and its getting worse cause today I have had
another debit of Rs. 99 for activating an inactive international roaming.
BAD SERVICE:
I am prepaid subscriber , I had given my documents 3 days back , after
that they send me a message your request could not proceeded please
call mobile assist 0n 555, after that last night they suspended my both
prepaid line , when i visit Mahim gallery they said signature is not there
on application form , I signed on application & they promise me that my
line will be activated within an hour but still it is suspended so please i
request do not use BPL mobile. Now i have already taken airtel card & i
am not going to use bpl anymore. Airtel & Vodafone is best.
COMMENT BY SHAILESH PATIL
PROBLEMS FACED BY VODAFONE CUSTOMERS:
Anyone experiencing problems with Vodafone today, no sms and cannot
receive any calls, cannot get through to CS.
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No problems in derby. Could be a local problem.
CHAPTER V
FUTURE OF VODAFONE:
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FUTURE OF VODAFONE:
VODAFONE SUGGESTS FUTURE ANDROID PHONE :
Vodafone have confirmed that their currently looking at developing
more android phones to complement their new HTC magic handset, and
that some future android devices could appear without google.
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In an interview with techradar.com, Vodafones Rachel Williams
revealed that whilst the HTC magic arise bundled with all the well-
known google services future android handsets may feature a basic
package allowing networks to integrate their own clients software
instead.
Williams also went onto confirm that more Vodafone android phones
were likely in the future, we are looking at other android devices by
joining the open handset alliance it shows our commitment (to ranging
other devices using Androids).
VODAFONE APPLICATION STORE COMING
SOON:
Vodafone on May 12TH 2009 announced plans to open their own
application stores for third party application that will be made available
across a wide variety of mobile platforms
VODAFONE COMPLETES HUTCH ACQUISITION:
On day when Indian conglomerate Essar threatened legal action against
Hutch-Essar deal Vodafones CEO Arun Sarin met Communications &
IT Minister Dayanidhi Maran & briefed him on the companys future
plans for India.
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The British telecom major won the bid to acquire the stake of Hutchison
Telecom in Indias fourth largest mobile operator Hutch Essar.
Essar sources said the company is considering legal action over the deal
on account of it being ignored in taking key business decisions.Essar is
concerned over Vodafones move to forge ahead with plans like
networks sharing without consulting it first.
This is just the beginning Maran told PTI about the Hutch-Vodafone
deal. Indias telecom growth story is really interesting. Once the tele-
density crosses 25 per cent, the growth curve will become even steeper.
Maran hoped that the number of mobile users in India which is currently
150 million would touch 250 million by end of 2007 & 500 million mark
in the next 3 years.
LIMITATIONS
The geographical area was very much limited to residential area & so the results are not
particularly reflection of the current behavior.
Biases and non-cooperation of the respondents.
Due to limited time period and constrained working hours for most of the respondents,
the answers at times were vague enough to be ignored.
Most of the people in India take their policies in the period preceeding March(for tax
saving purposes) & so the response to initial contacts were not all encouraging and that
has been the primary reason in the inability to quantify the results large enough so as to
reduce any relevant outcomes.
Most of the results that are spelt out have been of qualitative aspects.
People are not interested in giving personal opinion.
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RECOMMENDATIONS
Vodafone cellular is the growing and big competitive industries, today in
telecommunication sector there are many company, like BSNL, Airtel, Reliance
and now idea & TATA has also launched his telecommunication service TATA
Indicom, so, Vodafone has to face many competition in the market in the case of
sales promotion activities in telecom with special reference to Vodafone cellular,
so, Vodafone has improve thee tower in the Rural area also I want to recommended
to Vodafone cellular to established there tower as fast as they can do so, Vodafone
is a big and stable company so they have to improve themselves as a good telecom
service provider.
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CONCLUSION
With this the researcher come to the conclusion part of the research report. It was a
wonderful experience for the researcher of working on the topic selected by him.
Although it was not an easy task collecting information in the competitive market
of telecom services. But taking up the challenge itself was very interesting.
It is clear from the analysis Vodafone cellular is much better than other telecom
due to the survey of Lucknow according to the customer of Lucknow living
standard of high people and lower people.
By the survey I have found that there are many telecom company but and many
competitors in market but no any one defeat the Vodafone cellular.
Many activity of Vodafone cellular as tariff plan, Recharge, there activity
customer satisfaction and prove all the best of other telecom.
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QUESTIONNAIRE
OBJECTIVE : - Viability and Presence of telecom product in non telecom
outlets with reference to Lucknow.
Name of the owner
Shop Name
Address
Contact no...
Q1. Are you selling Sim card?
YES NO
Q2. Which type of sim service Provided ?
PRE PAID POST PAID
BOTH
Q3. Are you sell recharge vouchers ?YES NO
Q4. Which kind of recharge vouchers sell mostly ?
PAPER RECHARGE ELECTRONIC RECHERGE
BOTH
Q5. How many Network available at your outlet ?
TWO FOUR
SIX ALL AVAILABLE
Q6. Which Network you prefer to sell ?HUTCH BSNL IDEA
AIRTEL TATA RELIANCE
Q7. Whats the consumer need and demand at you outlet ?
BETTER SERCIVE BETTER SCHEME
BOTH OFTHEM
Q8. Do you have any problem with any service provider ?
YES NO
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Q9. Would you like to prefer those service provider who
provide better service and attractive margin ?
YES NO
Q10. Are you satisfied with the current Vodafone plans and
service?
YES NO
CANT SAY
BIBLIOGRAPHY
Philip Kotler : Principle of marketing
practice Hall of India
Pvt. Ltd.
C.R. Kothari : Research methodology
vishwa prakashan New
Delhi.News paper : Times Of India.
Internet : www.vodafone.com__
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