A PROJECT REPORT ON

MARKET RESEARCH AND COMPETITIVE ANALYSIS OF THE PCO BUSINESS SEGMENT

VIS-A-VIS

ACKNOWLEDGEMENT

It is not possible to prepare a project report without the assistance and encouragement of other people. This one is certainly no exception. At the very outset of this report I would like to extend my sincere and heartfelt obligation towards all the personages without whose active guidance, help, cooperation and encouragement, I would not have made headway in the project. I am deeply grateful to Mr. Sarab Baxi ( anager, !usiness "evelopment # "elhi and $ajasthan% for his valuable advice and supervision. y sincere thanks to him for his kind patronage, constant aid and support provided to me during my stay in the company and also extend my sincerest gratitude to him for giving me the opportunity to work in an esteemed organi&ation like Re ia!"e I!#$"$%%.

'inally, I express my gratefulness to C$ ARUN DOONGRI ((rogram )oordinator (*"! %, and Mr P.H.R VIRENDRA ('aculty *uide% EMPI BUSINESS SCHOOL& Ne' De (i for their guidance and support.

)SAILESH PRASAD*

E+ECUTIVE SUMMARY
The project was actually in the form of arket $esearch Assignment and I was

asked by the company to measure the $esponsiveness of the $espondents . The respondents were the ()+ ((ublic )all +ffice% owners that dealt with $eliance and other ()+ service providers. Also the project brought into light the (erception of the people about using a private company,s ()+ like Re ia!"e I!#$"$%%.

The research showed that

T-./!0-. is the biggest player in the ()+ market. It

holds 123 market share in its arms. -ew private players are emerging aggressively with higher commission and attractive promotional schemes.

I discovered that the ()+ owners in particular and the (ublic in general were well aware of the introduction of $eliance ()+.

The study was carried out in *urgaon and it was observed that the ()+ owners were willing to switch over to the $eliance (layers as they were offering a higher commission and better after 0ales service.

C$!,e!,C(a.,er /0
4.4 4.5 4.6 4.2 4.9 4.1 4.: 4.= 4.> 4.4?

I!,r$12",i$!
!ackground of $eliance *roup !ackground of the Telecom 0ector $eliance Infocomm7 8istory, (ast, (resent (rofile, 'uture (lans Introduction of ()+ !usiness segment Introduction to (resent ()+ scenario in India Introduction to $eliance ()+ and .!A Introduction to product ;$I. ()+< 8ypothesis/+bjectives of the (roject 0ignificance/-eed of the (roject .imitations of the (roject.

C(a.,er 30
5.4 5.5 5.6

Re-ear"( Me,($1$ $45

0ummer Training Team $esearch "esign "ata )ollection ethods

C(a.,er 60
6.4

Fi!1i!4 a!1 A!a 5-i'indings and Analysis

C(a.,er 70 C(a.,er 80 C(a.,er 90

SWOT A!a 5-iC$!" 2-i$!- a!1 Re"$%%e!1a,i$!Bib i$4ra.(5 A..e!1ix

4

I N T R O D U C T I O N

)hapter 4.

Introduction

4.4 4.5 4.6 4.2 4.9 4.1 4.: 4.= 4.> 4.4?

!ackground of $eliance *roup !ackground of the Telecom 0ector $eliance Infocomm7 8istory, (ast, (resent (rofile, 'uture (lans Introduction of ()+ !usiness segment Introduction to (resent ()+ scenario in India Introduction to $eliance ()+ and .!A Introduction to the (roduct ;$eliance ()+< 8ypothesis/+bjectives of the (roject 0ignificance/-eed of the (roject .imitations of the (roject.

/./ Ba":4r$2!1 $# ,(e Or4a!i;a,i$!

The $eliance *roup founded by "hirubhai 8. Ambani (4>65@5??5% is IndiaAs largest business house with total revenues of over $s >>,??? crore (B0C 55.1 billion%, cash profit of $s 45,9?? crore (B0C 5.= billion%, net profit of $s 1,5?? crore (B0C 4.2 billion% and exports of $s 49,>?? crore (B0C 6.1 billion%. The *roupAs activities span exploration and production (DE(% of oil and gas, refining and marketing, petrochemicals (polyester, polymers, and intermediates%, textiles, financial services and insurance, power, telecom and infocom initiatives. The *roup exports its products to more than 4?? countries the world over. $eliance *roup revenue is eFuivalent to about 6.93 of IndiaAs *"(. The *roup contributes nearly 4?3 of the countryAs indirect tax revenues and over 13 of IndiaAs exports. An investor family of over 6.4 million @ India,s largest, trusts reliance. ;$eliance emerged as IndiaAs ost Admired !usiness 8ouse, for the third successive year in a T-0 ode survey for 5??6<.

T(e Re ia!"e Gr$2.

The $eliance *roup founded by "hirubhai 8. Ambani is one of the IndiaAs largest business house. The $eliance *roup )ompanies include7 $eliance Industries .imited, $eliance )apital .imited, $eliance Industrial Infrastructure .imited, $eliance Telecom .imited, $eliance Infocomm .imited, $eliance *eneral Insurance )ompany .imited, Indian (etrochemicals )orporation .td. and $eliance Dnergy .td.

Re ia!"e I!12-,rie- Li%i,e1

Re ia!"e Li#e S"ie!"e-

Indian Petrochemicals Corporation Limited (IPCL)

D(ir2b(ai A%ba!i I!,er!a,i$!a S"($$ )DA-IS*

Dhirubhai Ambani Institute of Information and Communication Technology (DA-IICT)

Re ia!"e E!er45 L,1.

Re ia!"e Ca.i,a M2,2a F2!1

/.3 Ba":4r$2!1 $# ,(e Se",$r Communication Market in India

C$%%2!i"a,i$!-

)ommunications is one of the critical infrastructure reFuirements of a country. India, with its one billion plus people, over 9?? districts, around 9,??? villages and large metropolitan cities having population eFuivalent to that of many countries needs an extensive infrastructure to serve such a population. India operates one of the largest telecom networks in Asia. The density of available lines is much higher in cities than in the remote villages. Approximately 1?3 of Indian villages have village telephone lines. The "epartment of Telecommunication ("+T% until 4>>2 was the only telecom provider in the country. Gith the deregulation of this sector, various private players have come in and improved not only the services but also cut down on costs. Telecom bandwidth issues have also been addressed. any private I0(s have come in this sector and telecom costs have

dropped by =9 percent in 6 years. TELECOM SECTOR A. O<er<ie' The Indian Telecommunication network with 59)r telephone connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents uniFue opportunities for BH companies in the stagnant global scenario.

B. Per#$r%a!"e Gith tele@density approaching >.51 per hundred, the target to achieve 49 per hundred by 5?4? looks well within reach. Tele-density-Total, Urban & Rural

Tele@density (telephone per 4?? population% is an indicator of expansion of network of telecommunication services in the country. The "epartment of Telecommunications have been continuously making all out efforts to increase the penetration of network through its two major undertakings, namely, the !harat 0anchar -igam .imited and the ahanagar Telephone -igam .imited. Apart from

this, private sector continues to be encouraged to provide telecom facilities both in Brban and the $ural areas. As a result of these measures, the tele@density has increased from 5.=1 as on arch 64, 5??? to >.513 as on arch 64, 5??9. IndiaAs

total mobile subscriber base (both cellular and wireless in local loop@mobile% has reached 4?)r. About =:3 of the villages have village public telephones (I(Ts%@ 9,6?,141 I(Ts exist in India. The remaining 463 that includes ==,>:? villages are yet to be covered. Accordingly, IndiaAs 4?th 'ive@ year plan 5??5@?: projects J59 billion worth of investments in 9? million fixed lines, 6? million cellular lines and 5? million Internet connections. TELEPHONE NETWORKS STATUS AS OF DECEMBER 3==6 Teledensity !asic phone lines Telephone exchanges )ellular subscribers !asic telecom subscribers incl.G.. PCO )P2b i" "a O##i"e* >.513 24.5 million 6=,??? 95 million 21.2 million 3>&>/&/63 10

T(e I!1ia! 4$<er!%e!, has merged the IT and Telecom

inistries to speed up

reforms and has tabled the )ommunication )onvergence !ill in the (arliament to enable the common regulation of the Internet, broadcasting and telecoms. An independent regulatory body and dispute settlement body are fully functional. Mai! P a5erThe competition varies across segments but the current players include state@owned operators as well as private operators, operating on the basis of a level@playing field. T$. /= Te e"$% Ser<i"e Pr$<i1erC$%.a!5 Na%e !0-. T-. I0-. !harti Televentures Idea )ellular 8utchison ax Telecom (+range% "ata Access 0pice )ommunications !(. obile 8utchison Dssar Telecom ("elhi% F2,2re -Te e"$% i!12-,r5 Ghat studies saysK I!1ia! ,e e"$% ,$ 4r$' /?@ CAGR@*artner study Indian telecommunications sector would witness one of the fastest growth rates globally with a compounded annual growth rate ()A*$% of around 4> percent up to 5??1, said the telecom research firm *artner Inc. In contrast, the growth in telecom services worldwide is projected at about 9 percent in 5??6 and with an uncertain future. Ser<i"e Pr$<i1er Pr$#i e Integrated 0ervices !asic, cellular and I0( .ong "istance 0ervices Integrated 0ervices )ellular 0ervices )ellular 0ervices I." and I0( 0ervices )ellular 0ervices )ellular 0ervices )ellular 0ervices

11

"uring the 5???@?4 to 5??>@4? period, domestic demand for telephone lines is expected to increase at a )A*$ of 46.= percent, to 445 million lines by arch 5?4?.

8ence, teledensity (expressed in terms of the total fixed and mobile lines% is expected to increase from 6.9 percent in end 5??9, and over 49 percent by arch 5?4?. arch 5??4 to :.9 percent by arch

Re.$r, #r$% ,(e I!1ia! C(a%ber $# C$%%er"e a!1 I!12-,r5 )FICCI* Indian telecom market has grown at 42 percent compounded annual growth rate ()A*$% over the last five years to reach a si&e of C =.9 billion and this growth is likely to continue steadily resulting in revenues of about C46 billion by the year 5??:, says a study report from the Indian )hamber of )ommerce and Industry ('I))I% I!1ia! ,e e"$% ,$ 4r$' #2r,(er 'rost E 0ullivan study

The Indian Telecommunication market is projected to grow at a record )*A$ (combined annual growth rate% of 46.25 percent in the next five years despite the current slowdown in the world telecom market, according to a 'rost E 0ullivan study. According to the study, "uring the next five years, the teledensity in India is expected to cross 45percent with the ongoing aggressive push of communication facilities by both private and incumbent operators. Thus its Fuite clear that telecom industry in India holds huge opportunity.

/.6 Re ia!"eI!#$"$%%-Hi-,$r5&Rea i,5&Pre-e!,Pr$#i eAF2,2re

Hi-,$r5

12

$eliance Infocomm was dream of "hirubhai Ambani,founder of the $eliance *roup..ate "hirubhai Ambani built $eliance from scratch to be in the reckoning for a place in the *lobal 'ortune 9?? list. This achievement is even more significant due to the fact, that the entire growth was achieved in an organic manner and in a span of just 59 years. "hirubhai Ambani, 'ounder )hairman of the $eliance *roup, had an acute sense that education alone empowers people. 8e was a great communicator. 8e communicated to inspire, to guide, to educate and to motivate. 8e employed telephone as a powerful tool to achieve these goals. 8e used telephone to defeat distance, to compress time and to remain abreast of events. 8e was acutely aware of the power of information and communications. 8e would often say7 Lmake the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobilityL. 8e wanted a telephone call to be cheaper than a post card. This, he believed, would transform every home, empower every Indian, remove the roadblocks to opportunity and demolish the barriers that divide our society. "hirubhai Ambani was of the conviction that infocomm would energise enterprises, galvanise governance, make livelihood an enjoyment, learning an experience, and living an excitement. $eliance Infocomm is a fascinating outcome of this powerful conviction. It is a major initiative to translate his inspiring dream into reality.

13

14

Rea i,5
$eliance IndiaMobile, the first of InfocommAs initiatives was launched on "ecember 5=, 5??5, the :?th birthday of the $eliance group founder, 0hri. "hirubhai 8. Ambani. That marked the beginning of $elianceAs dream of ushering in a digital revolution in India by becoming a major catalyst in improving Fuality of life and changing the face of India. It aimed to achieve that by putting the power of information and communication in the hands of the people of India at affordable costs.

Pre-e!, Pr$#i e
$eliance Infocomm offers a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that enhances productivity of enterprises and individuals. $eliance Infocomm extends its efforts beyond the traditional value chain to develop and deploy telecom solutions for IndiaAs farmers, businesses, hospitals, government and public sector organisations. $eliance Infocomm disseminates information at a low cost. L ake a telephone call cheaper than a post cardL. These prophetic words of "hirubhai Ambani are a metaphor of profound significance for $eliance Infocomm.

15

Re ia!"e I!#$"$%%-T(e S,$r5 S$ Far

$eliance Infocomm .imited was commercially launched in ay

5??6.)urrently, it is operational in 44?4 towns(1:6 cities%.It introduced revolutionary ?.2?p .ong "istance Tariff. It also launched ; onsoon 8ungama< and effectively fulfilled the dream of millions for an affordable mobile. It introduced another winning product@'G( and 'GT. -ow it is entering the ()+ business segment with its revolutionary product based on prepaid technology. The entry of $I. ()+ in the map of Indian ()+ market is based on a game@plan of making services affordable and accessible to all.In short it can be said that ;As $eliance joined the telecom sector ,a new chapter in telecom revolution,s future is about to unfold<

16

F2,2re P a!$eliance Infocomm envisions a digital revolution that will sweep the country and bring about a -ew Gay of .ife. A digital way of life for a -ew India. Gith mobile devices, netways and broadband systems linked to powerful digital networks, $eliance Infocomm will usher fundamental changes in the social and economic landscape of India. $eliance Infocomm enables citi&ens to reach out to their work place, home and interests, while on the move. It will enable people to work, shop, educate and

entertain themselves round the clock, both in the virtual world and in the physical world. It will make available television programmes, movies and news capsules on demand. It will unfurl new simulated virtual worlds with exhilarating experiences behind the screens of computers and televisions. Bsers of $eliance Infocomm,s full range of services would no longer need audiotapes and )"s to listen to music. Iideotapes and "I"s would not be necessary to see movies. !ooks and )" $+ s would not be needed to get educated. -ewspapers and maga&ines would not be reFuired to keep abreast of events. Iehicles and wallets will become unnecessary for shopping. $eliance Infocomm will transform thousands of villages and hundreds of towns and cities across the country. Above all, $eliance Infocomm will pave the way to make India a global leader in the knowledge age.

17

/.7 I!,r$12",i$! $# PCO B2-i!e-- -e4%e!,

T8D (AT II0I+-7

(AT stands for (ublic Access Terminal.)urrently in India the only a single sub@product of a (AT has been widely implemented and is popularly known as a PCO )P2b i" "a $##i"e*. +ver the years the ()+ segment has grown into a revenue powerhouse wherein being approximately only 53 of the "D.s they contribute to between 59@6?3 of the overall telecom revenue.The )A*$ of ()+ nos. is about 4=3 per year with growth in revenue at 553 a year. 8owever, $eliance feel that the full potential of the access medium has not been exploited and therefore plan to aggressively develop the various services to reach out to the market. (AT 0ub (roducts

PAT
#C$ Cyber Cafe E-Governance Conferencing bridge Audio !ideo E-Education E-Co""erce

T8D ()+ II0I+-

18

(randed )urrently the majority of this segment in India deals with traditional voice services such as local, 0T" and I0" calls. 8owever the complete bouFuet of services under is segment are as detailed under7 #C$

1anned !oice $n*y voice ,Eter"ination

+nbranded

+n"anned (randed )ecure !oice ca**ing card% 0ationa*

(randed +n%ecure

Ca**ing )"art card% .io%/% Entertain"ent The tele density in India is currently = per other words it of calls. the 'nternet 4?? in (ridge

'nternationa*

Conferencing

!oice ca**ing card%

'nfor"ation !ideo Audio

urban and semi@urban areas. In means that as much as >5per cent

population is dependent on ()+s to make telephone

+ne ()+ provides connectivity to many more people than a landline or mobile phone does. A significant proportion of ()+ users all across the country belong to the middle class, lower@middle class and the least affluent of our society. In the event that this business becomes unviable, these sections of the country will be hard hit and left without their primary means of communication. In addition to the above, a majority of the 4.9 million ()+s currently operational in the country will become unviable and lose their employment and over 2? lacs people (the operators and their families% will be left without any means of livelihood. Thus it proves that in India ()+ is a necessity for a common man #re%ent &o%ition for #C$ in 'ndia Details of Public Call Offices (PCO)

19

S.N$

Ser<i"e Pr$<i1er!0-. T-.

Area $# O.era,i$! PCO- a- $! 6/.=6.=8

All India "elhi E umbai (, "elhi, 8aryana, T-, Harnataka 4=,:4,51= 5,:>,::1

4 5

6 2 9

!harti $eliance TATA

All india All india

>?,??? 4.6 lacs :?,???

T+TA.

5,224,?22

20

/.8 PCO Mar:e, Fa",--!-Fi42re 0T" ()+ booths as a franchisee model started in 4>=: )urrently there are 5:.46 lacs ()+s in India There is a ()+ in every 5 sFuare kilometers *enerates direct employment of about 4.9 to 5. million people Total ()+ revenue at $s.2,4?? )r. )ontributes to >3 of total telecom revenues and 523 of long distance revenues

Hey "rivers
*ood $eturn on Investment through higher commission structure Dntry of private operators Dasy to set up and start ()+ business .ow operation/maintenance cost "edicated )ustomer )are Additional revenue steams, vi&. $etail for prepaid cards and calling cards 0ale of telephone connection )yber )afe (hotocopying

Dmployment opportunities )ompetent focus on ()+ through dedicated team for acFuisition and servicing

21

I- PCO a S2-,ai!ab e B2-i!e--B

MD0NNN The reasons are7 Tele@density of India is only >.513.0till >4.:23 of people depend on()+ for their communication needs. The )A*$ ()ompound Annual *rowth $ate% of ()+s is 593 Increased oB and higher commission structure offset reduction of ()+0 revenues

Additional revenue earning opportunities.

T(e brea:-2. $# PCO- i! I!1ia

PCO brea:-2.

43 6>3 1?3 0T" ()+s .ocal ()+s 8ighway ()+s

22

Pre-e!, P$-i,i$!
Total number of ()+s in the country as on 31st March 2005 is 3>./6 a"-. The contribution of !0-. is 4=.:4 lacs i.e. 1=3 of the total ()+s. The contribution of T-. and other private operators is 5.:> lacs (4? 3% and 5>?,???(553% respectively. +perator wise (!0-./ T-./+ther (rivate +perators% market share of ()+ is depicted in the chart below. +perator wise details of ()+s can be figured out by the (ie )hart drawn below

O.era,$r Wi-e PCO Brea:-U.

!0-. T-. $eliance +thers

93 443

:3

::3

23

/.9 I!,r$12",i$! ,$ ,(e Re ia!"e PCO a!1 LBA

La2!"( $# Re ia!"e PCOThe tele density in India is currently >.51 per 4?? in urban and semi@urban areas. In other words it means that as much as >4.:2 per cent of the population is dependent on ()+s to make telephone calls. 8owever, $eliance feel that the full potential of the access medium has not been exploited and therefore plan to aggressively develop the various services to reach out to the market. The entry of $I. ()+ in the map of Indian ()+ market is based on a game@plan of making services affordable and accessible to all. The company seeks to capitali&e on the growth opportunities that it believes are available in the Indian ()+ market and consolidate its position to be an integrated telecommunications service provider, with a focus on dedicated )ustomer services.Gith this objective in mind $eliance ()+($@()+% hit the Indian market on />,( Mar"( 3==7. There hasn,t been any advertisement done till date to create awareness among the Indian (ublic. -ow instead of the prevailing ()+ lines this company is providing a revolutionary 'GT ('ixed Gireless Terminal% with a greater commission. This connection removes the traditional postpaid ()+ system and is thoroughly prepaid. 0o no more standing in the long Fueues for depositing the bills. This prepaid connection is compatible with any brand of ()+ billing monitor. $eliance is doing its ()+ sales through .!A,s ( L$"a B2-i!e-- A--$"ia,e-%.An .!A plays a mediator between the )ustomer (i.e ()+ owners% and the )ompany (i.e $eliance%.An .!A has its own 0ales team which books and installs the ()+ for the company. 8e is paid a commission on the number of connections he gets. In *urgaon region $eliance has 5 .!A,s.

24

$I. ()+ has been launched in the following 46 cities in India so far Andhra (radesh (unjab 8aryana Gest !engal *ujarat umbai

"elhi@-)$ Herala aharashtra

Tamil -adu Harnataka Bttar (radesh adhya (radesh

25

4.: I!,r$12",i$! ,$ ,(e Pr$12", C DRELIANCE PCOE Fea,2re- $# R PCO

The $eliance ()+ tariffs are eFual to the *overnment tariffs ( T-./!0-.% but it provides a higher commission within those tariffs. *ood $eturn on Investment through higher commission structure.

!ased on prepaid payment method.O(repaid is a payment method in which payment of money is made upfront through recharge cards for certain fixed talk time(usage%for a given period while in (ostpaid for usage is made afterwardsP. As one uses, charges get deducted@+nline E $eal time !ased on I!,e i4e!, Ne,'$r: )IN* . a,#$r%& first time in India that a ()+ product is being launched on I- platform. ()+ connection is through 'ixed wireless Terminal ('GT%. !eing wireless, reach (coverage% is excellent and installation is very Fuick. !ased on $echarge voucher7 balance or expiry of validity date, whichever is earlier. 0elf service to ensure that all customer needs are just a few buttons away @@Interactive Ioice $esponse (II$% @@0elf pay through recharge cards

E i4ibi i,5 @ Indian nationals.

26

Or1er $# a $,%e!, @ 'irst come first 0erve, subject to meeting eligibility criteria.

HOW RELIANCEFS PUBLIC CALL OFFICE WORKSB

$I. supports ()+ connection through its 'GT.The features of $eliance 'GT are as follows7

27

FI+ED WIRELESS TECHNOLOGY )FWT*

$eliance presented revolutionary 'ixed Gireless Terminal ('GT%, a marvel of )" A5??? (4Q% technology. It gives a connection, which is far superior to the ordinary landline. This wireless telephone connection can be deployed for (!Q (board lines% / HT0 / cordless phone / parallel connections. GhatAs more, being wireless, your connection remains unaffected by cable cuts, rains or similar other problems.

'GT @ 'eatures
)onnect to standard telephoneG/cordless7 Rust connect the $eliance 'ixed Gireless Terminal to your existing telephone instrument or your favorites cordless and go wireless to enjoy a hassle free fixed line service )onnect to (!Q Mou can connect the $eliance 'ixed Gireless Terminal to your (!Q enabling multiple extension users in your office to share the connection, thereby ensuring that you gain maximum benefit out of the $eliance Tariff (lans )onnect to () Internet access $eliance 'ixed Gireless Terminal has an integrated modem for internet access. Mou do not need a separate I0( connection. Rust log on to the $eliance network and access Internet at peak data speed up to 449 kbps. 28

Use R-Connect Kit for connecting the PC to the Reliance-FWT. Ensure that the distant bet een the !oint of Reliance-FWT installation and the PC is less than " #eters.

+ther )onvenient features

4. time.
ay call conference7The

call conference facility lets you talk to 5 people at the same

5.

S.ee1 1ia i!47Dnables

you to speed dial 6? numbers.

6.

V$i"e %ai Fa"i i,57Allows

the caller to leave a message when you are busy or

unreachable.H

2.

H$, i!e7(rogramme

your phone to automatically dial a specified number when you pick

up the receiver without having to dial 9.

Ca re-,ri", I "a $":7Allows

you to prevent misuse by locking your phone. Mou can also

programme 0T" / I0" restriction on it.

1.

Ca 'ai, I "a ($ 17Intimates

you about an incoming call when you are on another call.

Also lets you switch between calls. :.

Ca 1i<er,7"ivert

your calls to voice mail or other number of your choice when busy or

unreachable. =.
*
Alarm

7!uilt@in alarm to remind you whenever you need.

Your telephone instrument should be DTMF compatible. For CL , the telephone instrument o% !oice messa&es not a!ailable.

should ha!e displa" and should support DTMF CL . Fa# is not supported.
^ $oti%ication

FWT- O!e ,er%i!a & %a!5 be!e#i,-0 @@@(arallel connection facility7 $eliance 'ixed Gireless Terminal has two voice ports to connect two telephone instruments to be used as parallel connection.

29

---0ecure tap proof connection7 $eliance 'ixed Gireless Terminal offers a secure connection that cannot be tampered with or tapped by unauthori&ed persons. Thus 'GT is winning product of $eliance and provides many facilities to ()+ operators.

B2-i!e-- S,ra,e45
$eliance Infocomm,s strategic objective for its ()+ business is to have a presence in circles having high telecommunications revenue potential, with a particular focus on high density business and industrial districts, and to become the leading provider of services to public call booth segment. To achieve this strategic objective, the )ompany plans to7 'ocus on capturing high revenue generating customers (i.e., public call booths% in our targeted marketsS To focus the )ompanyAs marketing approach To offer new and innovative value added servicesS and To provide superior customer service and Fuality fixed@line services to promote a high level of customer satisfaction and achieve customer loyalty.

30

L$"a B2-i!e-- A--$"ia,eF- )LBA* Re-.$!-ibi i,ie-0

$eliance is doing its ()+ sales through .!A,s (L$"a B2-i!e-- A--$"ia,e-%.An .!A plays a mediator between the )ustomer (i.e ()+ owners% and the )ompany (i.e $eliance%..!As responsibilities are as follows7

(oo/ing of #C$ *ine

'ills the )ustomer Application 'orms ()A'% for booking a ()+ .ine for the interested ()+ owners.

'n%ta**ation of 234

Githin 52 hours of acceptance of )A' and payment reali&ation.

2au*t 5e&air

)omplaint log in7 >?3 within 2 hours 4?3 within 45 hours

!ouc6er 1anage"ent

Ioucher $echarge delivery at ()+ premises within 4 hour of $eFuest log in

5e*ation%6i& 1anage"ent

Dnhanced 0ervice levels, (ersonali&ed services "ispute $esolution

Cu%to"er ,e*ig6t

)ustomer 8elp line 31

Availability of knowing the balance online

The )ustomer service to the ()+ operator is the critical differentiating factor between $eliance and the competition . 'or these services the .!A is given a 53 commission on all recharge coupons sold by him .8e deducts this amount from the pays for the recharge coupons as under7 ,eno"ination 5% 3000 5C! 4a*/ti"e 5% 3000 !a*idity 60 ,ay% 1argin to #C$ o&erator 30 9 #C$ $&erator &rice 7&er 5C!8 2406 $((pre@tax% and deposits the balance at the time of collecting the recharge coupons with him and stock accordingly .Thus he

5% 7500

5C!

5% 7500

75 ,ay%

33 9

5790

5% 10:000 5C!

5% 10:000

45 ,ay%

37 9

7320

32

/.J ObKe",i<e- $# ,(e S,215 Objectives of the Project

Micro Objective Bnderstanding the ()+ business segment )ompetition analysis Industry standard in Telecom (()+% arket 0hare analysis

0G+T analysis Ma"r$ ObKe",i<e 0trategy for ()+ churn Increasing arket share of $eliance ()+

33

/.? Nee1 $# ,(e Pr$Ke",

The )ompany has started its ()+ !usiness just 45 months back. The need of the project arises from the company to know its growth prospects in ()+ division.

/./= Li%i,a,i$!- $# ,(e Pr$Ke",

The project was taken as the part of our summer training. As the time was limited so the survey was confined to only *urgaon. The si&e of the sample was also limited to =4 in case of installed $eliance ()+. The (roject is entirely based on the 0ample 0urvey and the assumptions might not be free from errors. The customers ($eliance ()+ owners% perception of the ()+ service and findings of ()+ market is the basis of every suggestions and recommendations.

34

RESEARCH

METHODOLOGY

35

36

C(a.,er 30
5.4 5.5 5.6

Re-ear"( Me,($1$ $45

0ummer Training Team $esearch "esign "ata )ollection ethods

37

3./

S2%%er Trai!i!4 Tea%

The 0trength of our 0ummer Training team was = The team was under the able supervision of "evelopment in "elhi%. 8e is an of !harti before joining $eliance. +ur training consisted mostly of fieldwork and thus the trainees were divided into 5 teams. The 5 teams were allotted different area of operations covering places in *urgaon Ge used to have regular meetings after 6@2 days at (anchsheel office. trainee is understanding the importance of it. In these meetings we used to discuss various strategies and offers done by $eliance and other players in the arket. r. !axi used r. 0arab !axi ( anager, !usiness

.!.A from ' 0, -ew "elhi and was an employee

to take feedback from us and checked that the training is going as planned and each

The meetings were fun also as we used to share lighter moments of life with one another.

38

3.3

Re-ear"( De-i4!

The idea behind this (roject was to understand ()+ business in general and $eliance ()+ in particular. 'or analy&ing how $eliance is emerging as one of the most important and exciting player in Indian ()+ arket this training was undertaken.

The layout of our research in $eliance Infocomm was as under7 Fir-, P(a-e7 Bnderstanding/Hnowing the 0atisfaction level of the Installed $eliance ()+ owners Se"$!1 P(a-e0 *oing to the )ompetition and )hurning ()+,s

39

Fir-, P(a-e $# Trai!i!4

U!1er-,a!1i!4IK!$'i!4 ,(e Sa,i-#a",i$! e<e $# ,(e I!-,a e1 Re ia!"e PCO $'!er'or knowing the 0atisfaction level of the installed $eliance ()+ Ge worked by surveying all reliance ()+ in the area.. The individuals was divided into 5 teams and each team was assigned an area in *urgaon I. +ur .!A was T$DID-I 0A.D0 and !8A$ATIMA AI$)+ . Its office is located *urgaon. r. udit and r (ankaj kumar were respective dealers. The (laces we had to cover in *urgaon were -athupur, ullahera, "undahera,

0ector@55,56,0ukrauli, $ajeev -agar, anesar, (ataudi among others. Ge divided the places (in )ode wise for our convenience and traveled via bus, auto and cycle rickshaw. The tool, I used, for the purpose of )ustomer 0atisfaction survey was Tuestionnaire .

40

SECOND PHASE
C(2r!i!4 PCOFThe final assignment was to prepare a strategy for churning ()+,s and targeting competition and thus tried to increase sales of $I. ()+. Ge went to the competition and tried to convince them to convert their existing ()+,s into $eliance one. 'or this my area of operation is *urgaon region included areas like ullahera,-athupur,0ukhrauli,, anesar,(ataudi. ,

41

3.6

Da,a C$ e",i$! Me,($1-

PRIMARY DATA COLLECTION (rimary data are those, which are collected afresh and for the first time, and thus happen to be original in character. (rimary "ata was collected by means of 0urvey.

Re-ear"( I!-,r2%e!, Re-ear"( Me,($1 Sa%. e Si;e

Tuestionnaire 0urvey 4% 5% 6% ethod =4 $eliance ()+s in the first phase 12 ()+s in the second phase 464 ()+s in the third phase

Tar4e, Se4%e!,

()+ +wners in *urgaon.

Pri%ar5 Da,a C$ e",i$!

(rimary data was collected by means of a survey. 0ince the aim was to find out the thoughts, feelings and attitudes of the respondents ($eliance ()+ owners/-on $ ()+ owners%, the Fuestionnaire method was the obvious choice. Apart from being versatile, this method also afforded the advantages like economy and speed, the latter being a major advantage considering the limited time that was available for the research project. The Fuestionnaire was structured in such a way so as to include close ended as well as open ended Fuestions thus reducing the interviewer,s bias and producing results that were more reliable and more easily tabulated and interpreted.

42

Se"$!1ar5 Da,a C$ e",i$!

0econdary data is the data, which already exists in the printed form of material easily accessible. 0econdary data was colleted by the material supplied by the company in the form of brochures, pamphlets, maga&ines and Internet.

P a"e- 2!1er S,2150

Gurgaon for t6e fir%t ; %econd &6a%e of t6e &ro<ect= 46e #*ace% covered >ere: 1u**a6era:0at6u&ur:= )u/6rau*i: )ector 22-23: 5a<eev 0agar:1ana%ar:#ataudi = The analysis was done on the basis of responses of the ()+ owners. The response to each Fuestion of the Fuestionnaire was taken into consideration. The analysis was done by finding out the )ustomers satisfaction from the services of $eliance provided to them through their .!As.

43

FINDINGS AND ANALYSIS

44

6./

Fi!1i!4-

The findings of the Training are divided into 6 phases we had undergone during the training.

I! ,(e #ir-, .(a-e& :e5 #i!1i!4- are0

The sample si&e of installed $eliance ()+ my team worked on was =4. The (in code wise division of the $ ()+,s in -orth "elhi till 6? th April, 5??2 is represented by the graph below.

Re4i$! 'i-e 1i<i-i$! $# RIL i!e59 5? N$. $# i!e49 4? 9 ? -o. of lines Re4i$! ullahera 0ector55 0ector56 "undahera 0ukhrauli aneshar (ataudi -athupur

45

ARPU
I found the ARPU (Average $evenue per month per ()+% of the ()+,s using $eliance along with other ()+,s in -orth "elhi as represented in the graph below7

M$!,( 5 Re<e!2e .er PCO

45??? 4???? =??? ARPUIPCO 1??? 2??? 5??? ?
-a thu pu r )h ak arp ur ulla he ra $a jiv -a ga r 0e c5 6 an es ar (a tau di 0a hro l

N$,e0 0ample si&e U =4 (The installed database of $ ()+%

46

I found the Re<e!2e $# ,(e Re ia!"e i!e- in the ()+,s it is installed as represented in the graph below7

Re ia!"e PCO ARPU

=??? ARPU 1??? 2??? 5??? ? $evenue
N$,e0 0ample si&e U =4 (Installed $eliance ()+,s%

ullahera "undahera 0ector 56 0ector 55 0ukhrauli -athupur anesar (ataudi

47

STDIL$"a Brea:-2.
I found the break@up of 0T"/.ocal calls values per day in -orth "elhi as represented in the graph below7

Va 2e $# "a - %a1e .er 1a5

STDIL$"a Brea:-2.
=?? 1?? 2?? 5?? ?
u " llah un e da ra 0e he ct ra 0e o r 5 ct 6 o 0u r 5 kh 5 -a rau th li up an ur es (a ar ta u + di th er s

0T" .ocal

Re4i$!
N$,e0 0ample si&e U =4 (Installed $eliance ()+,s%

48

C2-,$%er Sa,i-#a",i$!
I found the satisfaction level of the )ustomers ($ ()+ owners% from the services of their respective .!A,s represented in the (ie chart below7

Sa,i-#a",i$! e<e $# ,(e C2-,$%er#r$% ,(eir LBAL4?3 6:3 *ood 0atisfied (oor

963

(Installed $eliance ()+,s%

49

A!a 5-i- $# ,(e #ir-, .(a-e

The first phase was all about visiting the ()+s that had a $eliance line along with other lines. The basic aim for visiting them was to know how $eliance was doing in its recently introduced ()+ business. The other reason could be making them feel that the company values its customers as it is sending its representatives to get their feedback. I analy&ed that many customers were happy with the kind of services $eliance offered. They discussed with me important issues like connectivity, clarity, commission and .!A service of $ ()+ among other issues. The $esearch tool I used to get their feedback on $ ()+ was Tuestionnaire. There were 44 Fuestions in the Fuestionnaire and the analysis of the Fuestions is done under7 4. The first Fuestion was @@ -umber of lines in use and the 0ervice (roviders illustrated were $eliance, !harti, Tata and A$(B (Average $evenue per user%. 5. Ghich of the lines is the most used by the customersK The analysis showed that since $eliance gives higher commission than its competitors, the ()+ owners prefer their customers to use $eliance line for a telephonic conversation. T-./!0-.. Ge even jot down their

50

T(e i!e- %$-, 2-e1 b5 "2-,$%er

:3 4>3 613 $eliance Airtel !0-. Tata

6=3
6. 8ow do you rank the service providerK Ge ranked the service providers on various parameters. The important parameters among others were7 )ustomer )are/0ervice Technology )larity in Ioice )onnectivity Tariff 0cales (romotional 0chemes/'ree *ifts Installation )ost 0ecurity deposit etc.

And after analy&ing their services on these parameters the ranking of the top 6 0ervice providers stood as under

51

Ra!:i!4 $# Ser<i"e Pr$<i1er

!harti $eliance !0-. TATA

N$,e0 0ample si&e U 545 (=4 Installed ()+,s in anesar E (ataudi%.

ullahera, "undahera and 464 ()+,s in

2.

Ialues of )alls made per day

The average 0T"/.ocal break up showed us that the value of 0T" calls made in a day was relatively higher than the .ocal calls made. The reason being very simple i.e since the distance is more the pulse rate is high. +ther thing that I analy&ed was that lot of people (especially middle class% use their mobile phones for making the local calls whereas for doing the 0T" calls they visited ()+,s. 52

Another important point I observed was that the Ialue of calls made per day was high in the ()+,s that had greater visibility. (V Iisibility is high on busy streets and markets%

9.

Ghat is the profile of the )ustomers visiting your ()+ for making phone callsK !y (rofile of the customers it is meant that what kind of )ustomers i.e .ocalites, (assers by, 0tudents or any other. This gave me an idea about the location of the ()+ and the 0egment to be targeted. And I analy&ed that most of the )alls/Ialue of calls was made in the $esidential streets. I !$,i"e1 ,(a, ,(e S 2% area- 4e!era,e1 (24e re<e!2e& a- ,(e .e$. e ,(ere 'ere ab$r " a--. T(e5 "a%e #r$% 1i-,a!, . a"e ,$ '$r: ,(ere a!1 rare 5 (a1 a %$bi e a, ,(eir 1i-.$-a & ,(2- %a1e 2-e $# PCO- ,$ -,a5 i! ,$2"( 'i,( ,(eir #a%i ie-. 9& > A J. .!A,s name and level of service provided by him. I observed that 6:3 ()+ owners/)ustomers were happy with the service provided by the .!A, 963 were satisfied whereas the remaining 4?3 were unhappy with their .!A. The parameters used for knowing their satisfaction level with their .!A were7 Time taken in making the $echarge )oupons available to them Time taken in fault repairing Installation time etc.

53

Sa,i-#a",i$! e<e $# ,(e C2-,$%er- #r$% ,(eir LBAL4?3 6:3 *ood 0atisfied (oor

963

N$,e0 0ample si&e U =4

? A /=. H$' %a!5 Re"(ar4e "$2.$!- 1$ 5$2 reM2ireI2-e i! a %$!,(B The denominations were $s6???,$s :9?? ,$s 4?,??? I observed that the )ustomers generating high revenue from their ()+,s preferred using $s :9?? card whereas the others preferred $s.6??? card. I also noticed a 1e%a!1 #$r Ea-5 Re"(ar4i!4 #a"i i,5 as given by (repaid *0 obile service providers like Airtel and 8utch. inimum commitment for $echarge )oupons was again dependent on the $evenue being generated by the ()+. 0ince $eliance offers the highest minimum commission in the market all the ()+ owners were willing to commit 9?3 of their revenue through $eliance line. The other 9?3 was the minimum billing they had to do for Tata or T-. line they were using.

54

Re"(ar4e Car1 De!$%i!a,i$!- U-e1

493
6??? )ard :9?? )ard

5?3 193

4?,??? )ard

N$,e0 0ample si&e U =4

55

N //. Ghat kinds of problems do you face in the $eliance lineK The general problems that I observed ()+ owners were facing with $eliance line were7 (roblem in connecting few places like # I!,eri$r- $# Bi(ar a!1 U,,ar Pra1e-( . As we said this is $!e $# ,(e Tar4e, Se4%e!, , problems faced by them connecting these lines should be a %aK$r "$!"er! #$r Re ia!"e. Bi i!4 Pr$b e% # any ()+ owners complained that it happens some times that

the billing machine shows false billing. I '$2 1 i:e ,$ 4i<e a! exa%. e (ere --- A PCO $'!er -(are1 'i,( %e a! i!-,a!"e ,(a, a "2-,$%er "a e1 2. i! Ca!a1a a!1 -.$:e #$r $<er 8 %i!2,e-& ,(e bi i!4 %a"(i!e rea1 i, a- a $"a "a a!1 .r$12"e1 a bi $# R-.7I-. T(e C2-,$%er 'a :e1 a'a5 .a5i!4 R-.7 a!1 -ai1& ET(i- i- ,(e bi 5$2r %a"(i!e (a- -($'e1& '(5 -($2 1 I .a5 a!5,(i!4 %$reBE T(e PCO $'!er ,(2-& (a1 ,$ bear ,(e $-- - ,(e $ri4i!a '$2 1 !$, (a<e bee! a!5,(i!4 e-- ,(a! R-.7JI. There were also a few complaints on the production of echo during the conversation. The graph below shows the number of ()+ owners who faced different problems with $eliance line

493 5?3

4?3 993

-+ problem )onnectivity $)I Availibility .!A $esponse

56

Fi!1i!4- $# ,(e Se"$!1 .(a-e $# Trai!i!4 i.e C(2r!i!4 PCOFI went to the competition and tried to convert it into $eliance. In this phase I along with my teammates worked in *urgaon I found that Airtel had the major market share and !0-. was also doing well in outer *urgaon with lots of attractive promotional schemes and (erformance based commission. I found that !harti (with its Touchtel% was almost absent in Dast "elhi. . It was also found that many ()+ owners were strictly loyal to !0-. where as the others were willing to switch over to other lines for earning a better commission. I also discovered that many ()+ owners were pleased with the introduction of (repaid connections by Tata and $eliance and they were satisfied using it as it removed the hackles of standing in the long Fueues for depositing bills.

57

A!a 5-i- #$r ,(e ,(ir1 .(a-e $# ,(e .r$Ke", C$%.e,i,i$! A!a 5-iGhile churning ()+s I also focused on special features of services provided by competition. I compared features of $eliance ()+ and its competitors. 'indings are as follows7 (arameters for analy&ing competitors are as follows7 )ommission offered by major ()+ service providers. Tariff analysis )ustomer )are (romotional 0chemes In Indian ()+ market, major players are !harti. "uring the project I observed following features of major competitors7 T-./!0-., $eliance, Tata Indicom and

MaK$r PCO P a5er- i! G2r4a$!

In Indian ()+ market, major players are $eliance Infocomm. T-./ss!0-., Tata Indicom , !harti and

/.TATA INDICOM Incorporated in 4>>1, Tata Teleservices is part of the Tata *roup, that has over >? companies. Tata Teleservices, bouFuet of telephony services includes obile services, 0mart Gireless 0ervices, 'ublic (ooth Telephon", and Gireline services. +ther services include value added services like voice portal, roaming, post@paid Internet services, 6@way conferencing, )B*, Gi@'i Internet services and data services. The company offers services under the brand name )Tata ndicom) in eight key Indian circles of Andhra (radesh, "elhi, *ujarat, Harnataka, aharashtra, umbai, Tamil -adu and )hennai comprising :?3 of the telecom revenue potential of the country. The company has recently acFuired a Bniversal Access 0ervice .icense 58

(BA0.% for 44 new circles. The new circles are !ihar, 8aryana, 8imachal (radesh, Herala, Holkata, +rissa, (unjab, $ajasthan, Bttar (radesh (Dast%, Bttar (radesh (Gest% and Gest !engal. The company plans to launch its services in the new circles by 0eptember 5??2 which will make its presence in 4> circles.

Tata Indicom (hone !ooth

(ay Telephony !usiness Bnit ((T!B% is a strategic business unit of Tata Teleservices .imited and is one among the branded players in the payphone industry in the country. It provides its services under the brand name of Tata. They introduced the (ayphone booth% and anagement 0ystem, calling cards for customers, smart cart (mobile patent our booth designs @ A)apsuleA and A'ull cabinA.

They serve the (ayphone market through two business models @ $egular and Institutional. The regular model targets small and medium enterprises (eg. kirana stores, bakeries etc%. In the regular model the payphone under the brand name Tata Indicom (ublic (hone !ooth, is sold to the operator. The operator is paid commission based on certain revenue slabs depending on the package. In terms of visibility and branding Tata Indicom booths have redefined customer expectations. Their booths provide consumers with utmost privacy and comfort. The technology makes sure the eFuipment is tamper proof and ensures accurate billing (T!BAs (ayphone business model has rolled out services in 9 new circles that is, "elhi, *ujarat, Harnataka, Tamil -adu and aharashtra .

59

5. T-.
T-. was set up on 4st April, 4>=1 by the *overnment of India to upgrade the Fuality of telecom services, expand the telecom network, introduce new services and to raise revenue for telecom development needs of India,s key metros # "elhi, the political capital and umbai, the business capital of India. Incorporated in 4>=1 by merging the !ombay and "elhi telephone networks, ahanagar Telphone -igam ( T-.% aims to provide telecom services of international standards.The company enjoys a virtual monopoly in telecom services in these two cities, (!ombay E "elhi%. The *ovt. of India currently holds 91.593 stake in the company. In the past 4: years, the company has taken rapid strides to emerge as India,s leading and one of Asia,s largest telecom operating companies.

T-. operates in share. 0ince

etros and !0-. operates in other states has major market

T-. and !0-. are both government owned and had a monopoly in market

till an year and half ago, it enjoys loyalty of a good chunk of people. It offers a commission of 5?3 to its customers. T-. and !0-. together hold >43 of ()+ market,s share in India,s market. Another advantage in the books of follow the suite. !ut the growing competition is seen as a threat to its monopoly as the technology used by the (rivate 0ervice providers is highly advanced (eg. )" A, Iideo )onferencing etc% and the kind of commission structure they are offering is lucrative enough to test the loyalties of any T-./!0-. ()+ owner. The other edge the new private entrants enjoy is that the modern day ()+ owners are finding the (repaid ()+,s to be of great comfort. Also their (ost 0ale 0ervice could be another threat to the *overnment owned ()+ owners. 60 T-. and !0-. is that no 0ervice (rovider can lay its tariff less than theirs. Thus it sets the standards in the market and others

6.BHARTI
!harti Tele@Ientures .imited incorporated on Ruly :, 4>>9 !harti Tele@Ientures (!TI.% is IndiaAs leading private sector provider of telecommunications services with an aggregate of 24.:9 lakh customers as of Rune 6?, 5??6, consisting of approximately 6:.94 lakh mobile and 256,:9= fixed line customers. !harti is Fuite popular for its mobile services *+irTel, .(launched in "elhi in the year 4>>9%.The company today offers mobile services in 55 circles in India !harti Tele@Ientures was the first private sector operator to provide fixed@line services in India. Touchtel, India's first private fixed line service provider from Bharti Telenet Ltd.,
Bhartis TouchTel is a basic operator offering services in Delhi, Har ana, !adh a "radesh, #hattisgarh, $arnata%a and Tamil &adu.

It became first Indian private fixed@line services (launched in Indore in the

adhya (radesh

circle% in the year 4>>= by !harti Telenet thereby ending fixed@line services monopoly of "oT (now !0-.%. The )ompanyAs fixed@line services are promoted under the +irtel brand. !harti is also operating its own ()+ business segment. !harti Tele@Ientures is operational in 1 circles in India for its ()+ business.In ()+ segment it sells itself as Airtel In *urgaon !harti offers a commission of 593 and is thoroughly post paid.It offers (oints based gifts to its customers as its promotional scheme and installs an extra line absolutely free.

61

Tari## A!a 5-iIn the telecom industry irrespective of whether it is in players generally mark their fate in the industry. In India no (rivate player can charge the customer less than what charges. I! ,(e PCO b2-i!e-- Re ia!"e (a- i,- ,ari##- -i%i ar ,$ MTNL. T-./!0-. obile or ()+ service

providing, Tariff is the most critical point. The tariff plans laid down by the different

62

Re ia!"e P2 -e Ma,rix Ca e1 N2%ber T5.e $# Ca ):%* Di-,a!"e Pea: ($2r)? a% C /= .%* O## .ea: ($2r)/= .% C ? a%* Na,i$!a ($ i1a5a!1 S2!1a5C 37(rC(ar4e P2 -e )Se"* 4.5 4=? 4.5 4=? 4.5 1? 4.5 2? 4.5 2? 4.5 2? 4.5 >? 4.5 6? 4.5 6? 4.5 5? 4.5 5? 4.5 1?(nonmet ro%/ >?(metro% 4.5 1? 4.5 1? 4.5 1? 4.5 1? 4.5 1? 4.5 6? 4.5 6? 4.5 6? 4.5 6? 4.5 6? 4.5 >? 4.5 >? 4.5 1? 4.5 6? 4.5 6? 4.5 6? 4.5 1? 4.5 6? 4.5 6? 4.5 6? 4.5 5?

.+)A.

FI+ED

?@9? ?@9? 9?@4?? I-T$A)I$).D 4??@5?? 5??@9?? W9?? ?@9? 9?@4?? I-TD$)I$).D 4??@5?? 5??@9?? W9?? .+)A. ?@9? ?@9? 9?@4?? 4??@5?? 5??@9?? W9?? ?@9? 9?@4?? 4??@5?? 5??@9?? W9?? ?@9? ?@9? 9?@4?? 4??@5?? 5??@9?? W9?? ?@9? 9?@4?? 4??@5?? 5??@9?? W9??

C(ar4e 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5 4.5

P2 -e )Se"* 4=? 4=? 1? 2? 2? 2? >? 6? 6? 5? 5? 1?(nonmetro%/ >?(metro% 1? 1? 1? 1? 1? 6? 6? 6? 5? 5? >? >? 1? 6? 6? 6? 1? 6? 6? 5? 5?

I-T$A)I$).D CELLULAR I-TD$)I$).D

.+)A. I-T$A)I$).D WLL I-TD$)I$).D

63

INTERNATIONAL LONG DISTANCE )ILD* X+-D 0AA$) countries E

PEAK (ulse/sec

OFF PEAK (ulse/sec 2.?

-eighboring 6.2

Durope (excl.uk% Bnited Hingdom Asia E +ceania B0 / )anada Africa *ulf

:.9 4? 6.? :.9 6.? 6.?

:.9 4? 6.2 :.9 6.2 6.2

TATA INDICOM P2b i" P($!e B$$,( Tari## Ra,e- )'.e.#. /=,( A.ri &3==8* 64

LOCAL

T5.e $# Ca TATA Indicom booth to 'ixed line

Se"$!1IP2 -e 4=?

Ra,eIMi!2,e )R-.* ?.2? ?.2? 4.5? OFF PEAKIS2!1a5- A Na,i$!a H$ i1a5- )37 Hr-.* 4?.?? ( 0ec/(ulse 4=? >? 6? to >.?? A $ate/m in($s.% ?.2? ?.=? 5.2? 5.2? 2.=? 2.=? ?.2? ?.=? 5.2? 5.2? 2.=? 2.=? 4.5? 5.2? 5.2? 5.2? 5.2? 6.1? 65

TATA Indicom booth to )" A 4=? ( obile% TATA Indicom booth to *0 ()ell 1? (hone% PEAK DISTANCE )i! K%-.* >.?? A to 4?.?? ( $ate/min ($s.% ?.2? ?.=? 5.2? 5.2? 2.=? 2.=? ?.2? ?.=? 5.2? 5.2? 2.=? 2.=? 4.5? 5.2? 5.2? 5.2? 6.1? 6.1?

0ec/(ulse Githin "elhi E -)$ ?@9? outside "elhi E -)$ 4=? >? 6? 6? 49

FI+ED

94@4?? outside "elhi E -)$ 4?4@5?? outside "elhi E -)$ 5?4@9?? outside "elhi E -)$

6? 49 49 4=? >? 6? 6? 49 49 1? 6? 6? 6? 6? 5?

Above 9?? outside "elhi E 49 -)$ Githin "elhi E -)$ 4=? ?@9? outside "elhi E -)$ >? 6? 6? 49

CDMA
( obile%

94@4?? outside "elhi E -)$ 4?4@5?? outside "elhi E -)$ 5?4@9?? outside "elhi E -)$

GSM
()ell phone%

Above 9?? outside "elhi E 49 -)$ Githin "elhi E -)$ 1? ?@9? outside "elhi E -)$ 94@4?? outside "elhi E -)$ 6? 6?

4?4@5?? outside "elhi E -)$ 6? 5?4@9?? outside "elhi E -)$ 5? Above 9?? outside "elhi E 5?

-)$ TATA INDICOM P2b i" P($!e B$$,( Tari## Ra,e- )'.e.#. /=,( A.ri &3==7* INTERNATIONAL LONG DISTANCE )ILD* X+-D 0AA$) countries E PEAK Time OFF PEAK $ate/ in($s.% Time 4=.?? 4>??@?=?? 8rs $ate/ in($s.% 4=.??

-eighboring ?=??@4>?? 8rs

Durope (excl.uk% Bnited Hingdom Asia E +ceania B0 / )anada

44??@55?? 8rs 44??@55?? ?=??@4>?? 8rs

4=.?? >.?? 4=.?? >.?? 4=.?? 4=.?? >.?? 4=.?? 4=.??

55??@44?? 8rs 55??@44?? 8rs 4>??@?=?? 8rs ????@?1?? E 4=?? 8rs ????@?1?? E 4=?? 8rs 4>??@?=?? 8rs 4>??@?=?? 8rs 4>??@?=?? 8rs 4>??@?=?? 8rs

4=.?? >.?? 4=.?? 44??@ >.?? 44??@ 4=.?? 4=.?? >.?? 4=.?? 4=.??

?1??@44?? E 4=??@52?? 8rs Gestern 8emisphere (except ?1??@44?? E B0/)anada% 4=??@52?? 8rs Australia E -ew Xealand ?=??@4>?? 8rs 0outh Dast Asian )ountries ?=??@4>?? 8rs (0DA% Africa ?=??@4>?? 8rs *ulf ?=??@4>?? 8rs

C$%%i--i$! a!a 5-i66

As $eliance newly entered the ()+ market, it had to have something extraordinary to offer to the )ustomers/()+ owners for making its venture to be a hit/success. This is exactly what $eliance did. It is offering the maximum minimum commission to its )ustomers to attract them and has largely succeeded in doing that. According to industry sources, at present the commissions being offered by the basic operators (!0-., T-. and the private service providers% range between 4= and 59 per cent of the revenues depending on the circles of operation. In other words, for every $s 4?? that is collected from the customer, the ()+ owner gets to keep between $s 4= and $s 59, with the remaining amount accruing to the service provider. Ghereas $eliance is offering a maximum commission of 6=3 (6?3 commission Y =3 service tax%. And if some )ustomer commits a inimum onthly $evenue ()onditional%, he becomes eligible to get a higher (erformance based commission. The graph below depicts the minimum commission offered by various 0ervice (roviders

67

C$%%i--i$! a!a 5-i- $# ,(e Ser<i"e Pr$<i1er6?3 593 5?3 493 4?3 93 ?3

C$%%i--i$! $##ere1

T-./!0-. TATA !8A$TI $D.IA-)D 4

Ser<i"e Pr$<i1er-

C2-,$%er Care
Another exceptional service that $eliance is providing to its esteemed customers is a $eal Active )ustomer )are. Mou dial V61: and a )ustomer )are Dxecutive is there to listen to your Fuery and lodge your complaint. (61:, is the help line number% The interesting facts regarding 'ault $epair/0olving of Fuery are7 >?3 of the faults are promised to be repair within 2 hours of the )omplaint log in The remaining 4?3 of the faults are promised to be repair within 45 hours of the )omplaint log in this service of $eliance is bound to provide it an edge over its competitors.

68

A1<er,i-e%e!,IPr$%$,i$!a S"(e%eAdvertisement is what $eliance hasn,t done much. It has launched its ()+ in a very soft manner. The full@fledged services of $eliance ()+ like providing Internet, 'ax, Iideo conferencing etc are expected to launch by "ecember. Bnlike Tata and !harti, $eliance is not into aggressive advertisement and promotional schemes. I discovered that Tata is doing the most aggressive Advertisement. It is giving free talk time to its customers as Incentives and for (romotion it is providing its customers with *low 0ign boards and )apsule cabins. The target@based commission of Tata is also very lucrative.

C$%.ara,i<e a!a 5-i- $# %aK$r PCO -er<i"e .r$<i1erPara%e,erI- !I..I-* "D(+0IT )+ I00I+MTNLIBSNL =?? 9???/line 593 -one -one BHARTI 9?? 9???/line 593 TATA PREPAID (repaid 42>>> E 4>>>> 593 RELIANCE PREPAID (repaid 4???/line 6? 3 to 6:3

I-)D-TIID0/ "I0)+B-T0 ($+ +TI+-0

onthly/Ttly 'ree talk time Mes Incentive scheme *low sign *low sign -one board/ board/branding !anners/(oster s/ !rochures 69

A$DA +T8D$ I-)D-TIID / !D-D'IT0

"elhi E -)$ 'ree addition line, -o rental

"elhi E -)$

"elhi E -)$

!I..I-* )M).D ($D(AI" )+B(+-0

49 "ays -on

(oints based 'ree -IB gifts $edemption/Dxt ra .ine 'ree 49 "ays (repaid -on Mes/Mes 1??? 4?=?/541?/652? Mes/Mes H8&% 4???@29?? (65

-ow operating in 45 states Mes

(repaid 52??/9=1?

41 H8&/!ATTD$M -o/-o $DID$0A. A$(B 4???@9???

9???

70

ANALYSIS OF PCO BUSINESS SEGMENT IN INDIA

OPr$b e%- #a"e1 b5 PCO -er<i"e .r$<i1er-P This section deals with analysis of ()+ segment ,in general.It states problems which is currently faced by ()+ service providers. According to industry sources, the basic service operators (!0+s% like !0-., T-.,

Tata Tele services and !harti Telenet incur an additional cost of 69@2? per cent on the ()+ operation as compared to normal fixed lines. These costs include operator margins of approximately 59 per cent, cost of payphone eFuipment (9 per cent% and higher bad debts (9@: per cent%. -ow under the new tariff regime, an additional termination cost of 6? per cent will be added which will result in a net loss of approximately 4? per cent for the !0+s. In such a situation, the ()+ business may no longer be viable for them as there is no regulation or route to pass on the additional cost to the consumers or the ()+ operator, forcing them to cut down their support for such activities. To top it, the falling 0T" and I0" prices (by 1?@:? per cent in the past one year% have already had an impact on the revenues of the ()+s. The reason Z the long distance traffic volumes have not picked up substantially following the rate@cuts, even as their commission rates continue to remain the same. If the prices go down even further it would be a total disaster for them. According to industry sources, at present the commissions being offered by the basic operators (!0-., T-. and the private service providers% range between 4= and 59 per cent of the revenues depending on the circles of operation. In other words, for every $s 4?? that is collected from the customer, the ()+ owner gets to keep between $s 4= and $s 59, with the remaining amount accruing to the service provider. Gith high 0T" and I0" tariff rates, it was a viable business proposition. Dven with daily revenue of $s 9?? from 0T"@I0" calls, the ()+ owner could manage to earn over $s 6,??? per month, apart from additional earnings if any. 'ollowing the sharp decline in call rates, the traffic volumes would need to rise by more than double in order to earn the same amount of money. This, however, has not been the case. As 71

per the industry estimates, the average earnings of the ()+ owners have dropped by close to 1? per cent in the past one year. W(a, 'i be i,- i%.a",B The tele density in India is currently >.51 per 4?? in urban and semi@urban areas. In other words it means that as much as >4.:2 per cent of the population is dependent on ()+s to make telephone calls. A -i4!i#i"a!, .r$.$r,i$! $# PCO 2-er- a a"r$-- ,(e "$2!,r5 be $!4 ,$ ,(e

%i11 e " a--& $'er-%i11 e " a-- a!1 ,(e ea-, a## 2e!, $# $2r -$"ie,5 . In the event that this business becomes unviable, these sections of the country will be hard hit and left without their primary means of communication. In addition to the above, a majority of the 5.6 million ()+s currently operational in the country will become unviable and lose their employment and over 99 lacs people (the operators and their families% will be left without any means of livelihood. In fact the "epartment of Telecommunications ("+T% last year stated its intention to increase the PCO 1e!-i,5 #r$% / i! 6&8== ,$ / i! 8== .e$. e . 8owever, if the business is unviable, this objective will never be reached. This was planned based on the fact that one ()+ provides connectivity to many more people than a landline or mobile phone does. The T$AI order seems to have overlooked this crucial aspect towards increasing tele density. It is time the T$AI takes cogni&ance of the fact that the balancing of social policy concerns is not addressed for the ()+ segment. T$AI must take a different view on the ()+ business and eliminate the termination charges for the ()+ business or look at a way of compensating !0+s for their ()+ business. This is the only way for the ()+s to survive under the new tariff and interconnection regimes and also make telephones available to the common man. 0o it becomes vital for telecom government to address the problems of ()+ business.

72

SWOT

ANALYSIS

73

C(a.,er 70 SWOT A!a 5-iS,re!4,( $eliance ()+ backed with the brand name of Re ia!"e is its major strength. This is mainly because )ompany enjoys a very high goodwill in the market. Another strength is that it has a very strong and efficient network across India. It has over =??? Hms of +ptical 'iber )able deployed, so its coverage is more as compared to other 0ervice (roviders. It is the first company to introduce ()+ product based on I!,e i4e!, Ne,'$r: )IN* . a,#$r%. .ow operation and maintenance cost. "edicated 52x: customer care through .!A. The company installs its ()+ connection within 52 hrs of payment reali&ation. $eliance offers (i4(e-, "$%%i--i$! in ()+ market, which makes it lucrative. It is based on prepaid payment method, which is much cheaper to acFuire and maintain compared to post@paid connections. It provides ()+ connection through 'GT ('ixed Gireless Terminal%. !eing wireless, its reach (coverage% is excellent and installation is very Fuick.

74

Wea:!e--e Ex,er!a E!<ir$!%e!,

0ince the ()+ business of $eliance Infocomm is only 6 months old, it will take some time for it, to capture the market. 0ince it had a delayed introduction of ()+ business, Tata and !harti already had their marginal share in the market while it entered and are aggressively expanding too. This could be a worry factor.

Re#erra Mar:e,i!4
I observed that a good number of people using $eliance )" A and *0 phones were upset with its services. I even had encounters with many ()+ owners who were themselves using these mobile phones and were unhappy with it. I felt that such people were reluctant even to listen to me. I was even unable to explain them what $eliance offers and were shown doors. mobile

C$!!e",i<i,5 A Bi i!4 Pr$b e%

I discovered that a number dialed from $eliance phone takes long time to )onnect/$ing in comparison with the other 0ervice (roviders. I discovered that a dial is followed by 5@6 minimum beeps irrespective of its being a 0T", I0" or a .ocal )all. There were major complaints in connecting the interiors of !ihar.

75

The billing problem could be another weakness of $eliance. The experience of the incident shared while analy&ing Tuestion 44 in the first phase of Training supports this statement. It is just 6 months old product there are lot of areas of improvement. $eliance Infocomm does not advertise its ()+ in a proper manner. 0o there is also lack of awareness among people.

O..$r,2!i,5
)urrently there are 4>.59 lakhs ()+s in India. The )A*$ ()ompound Annual *rowth $ate% of ()+s is 593. There is lot of potential to grow as only :3 market has been tapped yet. Te e-1e!-i,5 $# I!1ia i- $! 5 ?.39@. S,i ?/.>7@ $# .e$. e 1e.e!1 $! PCO #$r ,(eir "$%%2!i"a,i$! !ee1-. 0o ()+ business segment holds great opportunity for $eliance.

76

P$,e!,ia Mar:e,

>3

Teledensity 0till left

>43
$eliance Infocomm targets the lowest end consumer by providing opportunity to start ()+ business at such a low investment

Introduction of Fax -er<i"e will provide an edge over other (rivate 0ervice providers. -o 0ervice provider in India apart from T-./!0-. provides this service.

Another opportunity could be making the availability/booking of the new connections online.

T(rea, The burgeoning use of obile phones in the modern India can be seen as a major

threat not only to the $eliance ()+ but to the entire ()+ industry as well )ompetition is another threat to its business. o T-./!0-. has a market share of more than >?3 in I-"IA. a half back. 77 T-./!0-.

are already over a decade and a half old and had a monopoly till an year and

o TATA Indicom and !harti are major upcoming competitor. They started their ()+ operations one and half year back. similar products making the competition tougher. any private players like Tata,!harti,$eliance and even 8utch are also entering aggressively with

78

RECOMMENDATION AND CONCLUSION

79

C(a.,er 80

Re"$%%e!1a,i$!- a!1 C$!" 2-i$!

Re"$%%e!1a,i$!+n basis of my study I would like to recommend following points7 Top service companies are ;)ustomer +bsessed<. customer and customer services has emerged as the new challenge today. so this area need to be focused . 'or $eliance to be at -umero uno position has to have a clear sense of its target customers and their needs. It needs to develop a distinctive strategy for satisfying these needs. The Target segment as observed by us during our survey is the lower and middle earning group. (recisely the people who do not afford to use a mobile for being connected to others. 'rom my experience during the survey in -orth and Dast "elhi, I recommend $eliance to have a good number of ()+s in the under@developed/slum colonies as these colonies generated maximum revenue in comparison with the ()+s located elsewhere. I also felt the absence of marketing of its recently launched ()+s. =?3 of the people I met/visited during the survey were ignorant/unaware of the addition of this business in $eliance,s versatile (ortfolio. There can be two ways by which $eliance can market its product 4. It can market the product by advertisement it through means like Television (which would be an exception in ()+ business segment%, -ews (apers etc. It can take on the competition and capture a major share in the market by offering extraordinary (romotional 0chemes like free talk time on meeting targets, (erformance based commission, )apsule )abins etc.

80

3. O! ,(e $,(er (a!1 i, "a! %ar:e, i,- Pr$12", i! a Qer$ I!<e-,%e!, 'a5 b5 .r$<i1i!4 i,- "2-,$%er- a be,,er "$!!e",i<i,5& F$$ Pr$$# bi i!4& a M2i": Re-.$!-i<e C2-,$%er Care e,". A b e!1 $# N2a i,5 Va 2e a11e1 -er<i"e- i:e Vi1e$ C$!#ere!"i!4& Fax& I!,er!e, 'i,( a 1e1i"a,e1 P$-, Sa e- Ser<i"e 'i -2re 5 %a:e i, a! 2!-,$..ab e #$r"e i! ,(e C$%i!4 1a5-. These services will lead to a P$-i,i<e Re#erra Mar:e,i!4 and will add )ustomers in leaps and bounds to $eliance,s ()+ to make it a leading player in the ()+ segment. oreover, advertising should be accompanied with !uilding faith about the $eliance ()+ in the mind of the customers is also vital for company to prove itself. .!As can play crucial part by being able to build personal credibility with the customers.

81

C$!" 2-i$!
I have tried to conclude this project and $eliance ()+,s position in the current ()+ market scenario with the help of !)* approach/matrix. BCGI Gr$',( S(are Ma,rix #$r PCO %ar:e, -e4%e!, i! I!1ia

S,arMTNLIBSNL

N2e-,i$! Mar:Re ia!"e I!#$"$%%

Ca-( C$'

D$4-

82

!y doing the detailed analysis of !)* (!oston )onsulting *roup% approach or more familiarly known as *rowth 0hare matrix vis@[@vis $eliance ()+, I discovered that Re ia!"e PCO #i,- i! ,(e N2e-,i$! Mar:. The Tuestion mark determines businesses that operate in high@growth markets but have low relative market shares. $eliance fits in as Fuestion mark because it needs to invest/spend money on DFuipment, Advertisement and (ersonnel to keep up with the fast@growing market, and because it wants to overtake the market leader T-./!0-.. Dven the other (rivate ()+ service providers like Ta,a& B(ar,i also fall in the same stage/category i.e N2e-,i$! Mar:.As MTNLIBSNL are the market leaders since years, it is the S,ar in this segment. This model shows industry,s status in ()+ market. It can be concluded that ()+ business segment, in general, is growing into a revenue powerhouse and holds great opportunity.+ne ()+ provides connectivity to many more people than a landline or mobile phone does. A significant proportion of ()+ users all across the country belong to the middle class, lower@middle class and the least affluent of our society.Thus ()+ helps many Indians to remain connected with the world .In the event that this business becomes unviable, these sections of the country will be hard hit and left without their primary means of communication. Therefore, telecom industry should address the problems faced by of ()+ service providers, which will further help in development of ()+ segment of Indian telecom industry. $eliance has entered the ()+ business segment with its revolutionary product based on prepaid technology. The entry of $I. ()+ in the map of Indian ()+ market is based on a game@plan of making services affordable and accessible to all. In times to come it has potential to become market leader. To put the project in a nutshell I ould sa! that "eliance has chosen to enter a market hich

has a hu#e potential and if dealt tactfull!$ it for its customers&

ill ac%uire a major share in this market in the

!ears to come #iven the technolo#! it is usin# and the value added services it has on the cards 83

46u% ' a" conc*uding t6i% &ro<ect >it6 fo**o>ing *ine% DA- Re ia!"e K$i!e1 ,(e ,e e"$% -e",$r&a !e' "(a.,er i! ,e e"$% re<$ 2,i$!F- #2,2re i- ab$2, ,$ 2!#$ 1E.

BIBLIOGRAPHY

84

C(a.,er 90

BIBLIOGRAPHY
Telecom $egulatory Authority of India,s (T$AI% report on ;The Indian Telecom 0ervices< @ (erformance Indicators Ran@ ar,?9 Tariff sheet of Tata Indicom aga&ines7 @!usiness Gorld ( ay 5??9% -ewspaper7 @The Times of India @The Dconomic Times InternetVVV

!rochures of $eliance Infocomm

85

Telecom 'egulator (uthorit of India

http)**+++.trai.gov.in

5e*aince 'nfoco""
"rivate Investment "romotion in Indian Telecom Tata Indicomm !ahanagar telephone &igam Ltd. Bharti teleservices International Telecommunication ,nion

http7//www.relainceinfocomm.com
http)**+++.investindiatelecom.com

www.tata.com www.mtnl.com www.bharti.com

http)**+++.itu.int*home*

!inistr of #ommunications - Information http)**+++.moc.gov.in* Technolog .ireless "lanning - #oordination .ing Bharat 0anchar &igam Ltd. Indian Telephone Industries Limited 1idesh 0anchar &igam Limited !ahanagar Telephone &igam Limited 0ancharnet 2B0&L Internet 0ervice3 !inistr of Information Technolog 4ederation of Indian #hambers of #ommerce and Industr #ellular 5perators (ssociation of India2#5(I3 http)**+++.dotindia.com*+pcc*spectrum/ home.htm http)**+++.bsnl.co.in* http)**+++.itiltd/india.com http)**+++.vsnl.net.in http)**+++.mtnl.net.in http)**+++.sancharnet.in http)**+++.mit.gov.in http)**+++.bisnetindia.com* http)**coai.com*

#ommunications, IT - Broadcasting &6.0 http)**+++.telecomlive.com*

GGG Si,e- br$'-e1 are a- #$ $'-0

86

APPENDI+

$eliance ()+ Tuestionnaire

-on@$eliance ()+ Tuestionnaire

87

(amphlets

$eliance customer application form ()A'%

RELIANCE PCO NUESTIONNAIRE

-A D7 .!A7 "D.7 A""$D007 A$DA7 A$(B7 TD. -+7 )ATD*+$M7 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ T 4.-umber of .ines used 0ervice (rovider -o. of .ines A$(B $I. !harti TATA T-./!0-. Total T 5.Ghichof the line is most \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ 6. 8ow do you rank the service providerK $ank I $ank II $ank III T 2. Ghat is the Ialues of )alls made per day 0T"/I0" .ocal T 9. Ghat is the profile of the )ustomers visiting your ()+K T 1.Ghat is the -ame and Telephone \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ no. of your .!A7 88 used by the customer,s

T :.8ow do you rate the service of the .!A7 (Tick one% *ood 0atisfactory

(oor

T =.8ow often do you get call from your .!AK (lease give the name of the Dxecutive. Geekly 'ortnightly onthly -ever T >.8ow much recharge coupons do you reFuire in a month 562? 9=9? T 4?. Ghat is your minimum commitment for prepaid coupons and what do you want for thatK T 44. Ghat kind of problems do the customers faceK

NON- RELIANCE PCO NUESTIONNAIRE

-ame7 Address7 .!A7 Area7 T 4. Ghat all services you are usingK "D. T-./!0-. TATA !8A$TI "el7 A$(B7 Interested7

A$(B

Mear in use

T 5. 8ow much commission you are getting from the following service providersK T-./!0-.@@@@@@@@@@@@ TATA@@@@@@@@@@@ !8A$TI@@@@@@@@@@@@

T 6.8ow many customers visit your ()+ each dayK 0T"/I0"@@@@@@@@@@@ .+)A.@@@@@@@@@@@@ T 2.Ghat is the profile of the customerK T 9.Ghat is the level of satisfaction from the service providerK *ood 0atisfactory (oor T-./!0-. $emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ TATA $emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ !8A$TI $emarks@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ T 1. Are you aware of $eliance ()+K Mes -o 89

T :. Are you aware of 6?3 commission given by $elianceK Mes -o T =. Dxplanation of $I. schemeK T >.Are you interested in taking $eliance connectionK Mes -o

90

Fact Box
IndiaAs telecoms sector is carved into 55 circles or &ones, classified as LmetroL and LAL, L!L and L)L circles, based on subscriber potential.

Me,r$-

"elhi, umbai,Holkata,)hennai

AL Cir" e

aharashtra, *ujarat ,A.(., Harnataka ,T.-.

BL Cir" e

Herala,(unjab,8aryana,B.(.(G%,B.(.(D%,$ajasthan, .(.,G.!.

CL Cir" e

8.(.,!ihar,+rissa,Assam,-.D.

91