Vous êtes sur la page 1sur 82

1

INTRODUCTION

What are the changing trends in the enterprise mobility space?

Fundamentally, all telecom companies are building an IT platform in order to achieve

more efficiency, adopt best practices from other telecom companies and be able to enter new

markets, businesses and business models. In terms of technology, the trend points towards

adoption of enterprise applications like Enterprise Resource Planning, CRM, Billing and

Provisioning, etc.

Telecom services started in India in 1984 with an infrastructure which performed poor.

The telecom sector suffers from high prices, long waiting time, poor technical performance,

widespread equipment outage, excess labor, low productivity, chronic unmet demand, and

rampant corruption. This has been a significant drag on economic growth and development of

India since telecom is a strategic sector. Although the services started in 1984, it was only after

1991 the crisisdriven liberalization of the economy that the sector was taken seriously. The

Government of India recognizes that provision of world class telecommunication infrastructure

and information is the key to rapid economic and social development of India. It was also

recognized that this sector contributed a major part in GDP of the county. So, it was important to

see the importance to the country that to be comprehensive and looking forward

telecommunications policy which creates a good framework for the development of the country.

India is the fourth largest telecom market in Asia after China, Japan and South Korea.

The Indian telecom network is the eighth largest in the world and the second largest among

emerging economies. At current levels, telecom intensiveness of Indian economy measured as

the ratio of telecom revenues to GDP is 2.1 percent as compared with over 2.8 percent in

developed economies. Indian telecom sector has undergone a major process of transformation

2
through significant policy reforms. The reforms began in 1980s with telecom equipment

manufacturing being opened for private sector and were later followed by National Telecom

Policy (NTP) in 1994 and NTP'1999. Historically, the telecom network in India was owned and

managed by the Government considering it to be a natural monopoly and strategic service, best

under state's control. However, in 1990's, examples of telecom revolution in many other

countries, which resulted in better quality of service and lower tariffs,

● ● The Decade of 1980's saw private sector being allowed in telecommunications equipment

manufacturing. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam

Limited (VSNL) were formed and a Telecom Commission was set up to give focus to

telecommunications policy formation.

● ● In 1990s, telecommunications sector also benefited from the general opening up of the

economy. NTP 1994 was the first attempt to give a comprehensive road map for the Indian

telecommunications sector.

● ● Availability of telephones on demand (targeted by 1997)

● ● Universal service covering all villages and one PCO per 500 persons in urban areas at the

earliest (targeted to be achieved by 1997)

● ● Telecom services at affordable and reasonable prices

● ● World standard quality of services

3
Literature review

4
MARKET AT A GLANCE

In 1844, Samuel Morse the inventor of the telegraph sent the world's first public

telegram over a specially constructed line between Washington and Baltimore. It said: "what

hath god wrought.” Since then, telecommunications has come a long way. Today, it is hard to

imagine life without telecommunications.

BRIEF HISTORY OF TELECOM IN INDIA

 Telecommunications came to India first in 1851. It was the year when the first

operational land lines were laid by the government near Calcutta (seat of British power)

 Later in 1881 telephone service was first introduced in India. 

 Nothing major happened till 1985 when department of telecommunications (dot) was

established. It was an exclusive provider of domestic and long-distance service that

would be its own regulator (separate from the postal system)

 Twelve years later, in 1997 telecom regulatory authority of India (trai) came into

existence.

 Kofi annan’s world telecom day message of "today many people could not imagine daily

life without the use of increasingly sophisticated information and communication

technologies from television and radio to mobile telephones and internet. Yet for

millions of people in the world's poorest countries there remains a digital divide

excluding them from the benefits of ict “information and communication technologies"
5
suggests that there are still people who are not connected. If we take India as an example,

the penetration quotient of ten is a national average — with the figure for rural India as

low as one or two in many regions... Skewed by huge growth in the metros where the

burgeoning middle class has seized on the

Cell phone as an affordable enabler to bootstrap their quality of life upwards.

 Clearly, this should not be the way telecom should be spreading. Experts point out that

the journey from basic telephony to broadband will serve the purpose only when it is

universally accessible. Availability of technology, equipment, access to network etc.,

Should be universal. Non-availability of any of the above mentioned factors would

further deepen the digital divide. Ideally the telecom reach should extend to the grass

root levels of the Indian community. That’s when one can say that India is connected,

indeed.

6
INDIAN TELECOM SECTOR

India is among the top ten countries in the world in terms of its telecommunications

network. The country has an investment potential estimated at US$ 37 billion by 2005 and

US$ 69 billion by 2010. The new range of telecom services at affordable prices introduced

by reliance infocom, a sister company of India’s largest reliance industries group, towards the

end of 2002 have further galvanized the growth potential of telecom market. India has 38.44

million fixed telephone connections, growing at 22 per cent per annum and almost 10.0

million cellular phone connections, growing at 100 per cent per annum. The telecom network

in the country comprises over 35,000 exchanges with switching capacity of over 47 million,

427 digital trunk automatic exchanges, and over 326,271-route km of optic fiber network. In

addition to the two state-owned companies BSNL and MTNL, several private players have

established a significant presence in both the basic and cellular markets. Global majors with a

presence in the country include Hutchinson, Singapore telecom, France telecom, etc.

7
CORPORATE STRUCTURE OF TELECOM INDUSTRY

Prior to liberalization in the 90s, the dot acted as a service provider, regulator, policy maker and

arbitrator in the case of disputes. However, telecom regulatory authority of India act, 1997

established telecom regulatory authority of India (trai) in January 1997, with a view to providing

an effective regulatory framework and adequate safeguards to ensure fair competition in

provision of telecom services and protection of consumer interests. To achieve the objectives of

the act, trai was accorded powers to issue directions to service providers, make regulations,

notify tariffs by order, and adjudicate in disputes arising between the government (in its role as

service provider) and any other service provider. In 1999, the government created the

department of telecom services (dts) from dot. This was done ostensibly to separate the service

provision component (dts) from that of policymaking (dot). In October 2000, dts was

corporatised and now operates as BSNL. The dot is left with the functions of policy formulation,

licensing, wireless spectrum management, administrative monitoring of telecom PSUS and R&D

and standardization and validation of telecom equipment. Moreover, on 24 January 2000, an

ordinance amended the trai act, 1997 and altered its basic structure.

The ad judicatory role of the trai has been separated and has been assigned to a

telecom dispute settlement and appellate tribunal (tdsat), a new entity. This tribunal has also

been given the responsibility for settling disputes with respect to those arising between the

licensor and licensee. Furthermore, appeals against tdsat judgments will only be entertained

in the Supreme Court.

8
9
POLICY INITIATIVES IN TELECOM SECTOR

• India is one of the most deregulated telecom markets in the world. Private participation is

permitted in all segments of the services – international long distance, domestic long distance,

basic, cellular, internet, radio-paging, and a number of value-added services. Private

participation in international voice services has been a significant step undertaken by the

government. Private players have been allowed to provide international long distance services

since April 2002; two years ahead of schedule.

• The government has announced the new telecom policy (ntp) 1999 to further de-regulate the

sector with respect to services like basic, international long distance (ild), national long distance

(nld) and wireless in local loop (wll) among others.

• The government has liberalized the sector with the following objectives:

• Ensure availability of telephones on demand

• Provide universal access to basic telecom services at affordable prices

• Benchmark telecom services with global standards

• Position India as a major manufacturing base and exporter of telecom equipment

• Introduce all value added services available internationally

• Achieve higher telecom penetration

• The government has relaxed significantly the foreign investment norms in the sector. Presently

49 percent equity participation is permitted in telecom services and 74 percent in Internet

services under the automatic route. Maximum foreign equity participation for Internet service

providers (isps) is 100 per cent. Private investors, both domestic and foreign, have already

10
invested over US$ 2,449 million in different segments of the industry. 100 percent fdi is allowed

for manufacturing telecom equipment.

• To effectively regulate the sector, facilitate growth and development, promote transparency

and ensure fair competition, the government has set up the telecom regulatory authority of India

(trai) as an independent regulatory body and the telecom dispute settlement appellate tribunal as

a dispute settlement body.

Opportunities

• Despite a strong base of a billion people, the country has a low telephone density of

approximately10 percent, estimated to grow to 15 per cent by 2010. A large contribution

towards this growth will emanate from semi-urban and rural markets where the telephone

density is far below the average.

• Opportunities exist in acquiring licenses issued to existing operators, as some of them are

divesting equity stakes to foreign investors.

• The government is planning to divest its holdings in state-owned enterprises.

• The rapid and sustained growth in the telecom market in the country also provides major

investment opportunities for manufacturing and marketing telecom equipment.

 • FDI up to 49% is allowed subject to licensing and security requirement and adherence by the

companies to the license conditions for foreign equity cap and lock-in period for transfer and

addition of equity and other license provisions in basic, cellular, value added services and global

mobile personal communications by satellite.

• FDI up to 74%, with FDI beyond 49% is permitted in isps with gateways, radio-paging and

end-to-end bandwidth, and subject to licensing and security requirement.

11
• FDI up to 100% is allowed in isps not providing gateways (both for satellite and submarine

cables), infrastructure providers providing dark fiber (ip category), electronic mail and voice

mail, and subject to prevalent conditions.

• No equity cap is applicable to manufacturing activities.

• Full reparability of dividend income and capital invested in the telecom sector.

• Competition introduced in all service segments.

• Termination of monopoly of VSNL for international long distance (ild) services was proponed

to march 31, 2002 from march 31, 2004. International long distance services opened on

01.04.2002.

• National long distance services opened for free competition.

• Licenses for basic and cellular services given.

• Revenue sharing regime in place of existing fixed license fee, introduced for both basic and

cellular service operators.

• Fourth cellular operator, one each in four metros and thirteen circles has been permitted with

seventeen fresh licenses issued to private companies in September/October 2001.

• National and international automatic roaming facility has been permitted for cellular

subscribers.

• 25 new basic service license agreements signed by private operators.

• Wireless in local loop (wll) has been introduced for providing telephone connections in urban,

semi-urban and rural areas promptly.

12
• Internet services opened for free competition and permitted to establish own international

gateways (satellite or submarine cable) for carrying internet

Traffic. National Internet backbone (nib) has been commissioned.

• Global mobile personal communication by satellite (gmpcs) opened for free competition.

• Two categories of infrastructure providers, viz; infrastructure providers category ii to provide

end-to-end bandwidth and infrastructure providers category i to provide dark fiber, right of way,

towers, duct, space etc. Have been allowed.

• Corporatisation of department of telecom services (dts) and department of telecom operations

(dto) by creating BHARAT SANCHAR NIGAM LIMITED (BSNL) w.e.f. 1 October 2000.

• The telecom regulatory authority of India and telecom dispute settlement and appellate tribunal

(tdsat) have been set up for price regulation, ensuring technical compatibility, recommending

terms and conditions of license, facilitate competition, protecting consumer interest, resolution

of disputes, etc.

13
WIRELESS

RELIANCE INDIA MOBILE

Reliance IndiaMobile is one of India's largest mobile service brands with over 16 million

subscribers. It became the country's largest mobile service brand within seven months of its

launch on May 1 2003. It is now available in over 4,500 cities and towns across India. Plan is to

soon cover 5,700 cities and towns by March 2005.

Reliance IndiaMobile has achieved many a milestone in a short period. It was voted. "India's

Most Trusted Telecom Brand" by AC Nielsen in 2003. In July the same year, Reliance India

Mobile created a world record by adding one million subscribers in Todays through its

"Monsoon Hungama". Nearly 90 per cent of Reliance IndiaMobile handsets are data-enabled

that can acres hundreds of Java applications on R World which again is a unique distinction in

the world. Reliance IndiaMobile made mobile phones affordable to common man through

innovative pricing and advanced yet affordable multimedia handsets. Small wonder that the

country's tcledensity has grown in the last three years or so the way, it has. Reliance Infocomm's

pan-India wireless network runs on CDMA2000 Ix technology.

The CDMA2000 Ix technology has superior voice and data capabilities as compared to peer

cellular mobile technologies. CDMA 2000 Ix utilizes the scarce radio spectrum more emdentlf

than other technologies hence is often more cost effective than others. Better voice clarity, data

speeds of upto 144 Kbps and, and seamless migration to newer generation mobile technologies

are some of other key distinctions of the CDMA2000 Ix technology.

14
R World

The Java-based R World suite of Reliance IndiaMobile (RIM) applications is unique in India

and the world. It enables the introduction of complex Internet applications on mobile phones

quickly and efficiently. R World receives over 1.5 billion hits per month from RIM users. R

World offers a wide range of applications including hour-to-hour news updates, high quality

video streaming, downloadable multilingual Ring Tones, seasonal updates including festival

specials, city & TV guides, exam results, astrology, mobile banking, bill payment stock and

commodity price and railway and airline ticket booking. With over 150 data applications

offering varied services, R World has become a treasure house of Knowledge, Information,

Entertainment and Commerce - unique to any wireless service in India.

Wireless POS for Credit Card transaction processing

Reliance deployed India's first Wireless Point of Sale (POS) Terminal for processing credit card

transactions in July 2003 in association with HDFC Bank-an important milestone in the history

of retail credit in India. Wireless POS will enable . banks to expand the number of merchant

outlets accepting credit cards exponential and speed up penetration of credit card services to

smaller towns. Since then numerous banks have used this unique application to expand their

credit card business.

A POS terminal, the size of a large soapbox, is the equipment used by merchants to process

credit card payments at their sales outlets. Till now merchant establishments processed credit

card payments by swiping customers' credit card in a slot in the POS terminal, which is

traditionally connected to a bank's Network Access Controller (NAC) through a dedicated PSTN

connection. The NAC then directs the information contained on the credit card to the bank's data

center, through its own network. With the Wireless POS, a transaction will now be directly

15
processed at the bank's data centre, by skipping the PSTN connection and the NAC

infrastructure.

Wireless ATMs

The CDMA-based Wireless connectivity solution enables quick deployment of ATMs by banks,

apart from the advantage of rolling out a nationwide network of Wireless ATMs that are secure

and cost efficient. Unlike VSAT-based connectivity, which banks traditionally rely on, the

CDMA solution eliminates the need of rooftop rights and the resultant delays. Reliance

lnfocomm's CDMA - based Wireless connectivity scores over other ATM connectivity options

on counts like speed of deployment, mobility and cost. Many banks including SBI, ICICI and

HDFC banks are rolling out hundreds of wireless ATMs using Reliance's wireless network.

Mobile Virtual Private Network (VPN)

Reliance's Wireless Data VPN offering looks at extending the Enterprise users desktop to hhu

while he is on the move. Over our CDMA network, he will be I able to access all those

applications he uses in office (including corporate E-mail, Intranet Portals, SAP,and other

enterprise specific applications available only with in the corporate imranet) at speeds up to 144

Kbps, anywhere, any time. Reliance's Mobile VPN, also for the first time, will allow enterprises

the opportunity of connecting their remote offices, scattered across the country, and integrating

them into their networks, thereby truly ushering organizations into the realm of being truly

always "networked".

Vehicle Tracking System

Reliance has mapped the entire country and built a world class Geographical Information

System around it, enabling remote pin pointing of any location in the country to the accuracy of

a few meters. Among the many applications that leverage this state -of -the -art GIS system is

Reliance Vehicle Tracking System. Reliance Vehicle Tracking System provides real time

16
tracking and monitoring of road consignments and vehicles across India from anywhere,

anytime; consignment location display on GIS map with assigned route data; routing and

location finder capability; real time text messaging to remote vehicle from application interface;

automatic exception alerts via e-mail; SMS in case of geofence violation, speed, delay etc.

17
R Connect

Reliance Of"2rs India's only nationwide wireless Internet connectivity through R Connect

service by leveraging its pan-India high speed CDMA2000 Ix wireless network. R-Connect is

also India's fastest growing Internet connectivity service with over 300,000 subscribers in less

than seven months. Subscribers can connect to internet on the move at data speeds of up to 144

Kbps from their laptops or other mobile computing devices with an R Connect Cable connected

to their Reliance 'IndiaMobile phones or by using an R-Connect Card inserted into the PCMIA

slot in their laptop. A customer can connect to internet using R Connect Cable plugged to

Reliance IndiaPhone Fixed Wireless Terminals and Phones.

WIRELINE

The second phase of the digital revolution envisioned by Reliance begins with the roll out of real

broadband, capable of delivering 100 Mbps to Gigabit bandwidth 'I across the country. Through

innovative use of bleeding -edge technologies in the fields of fibre optics, Ethernet, Microwave

radios, Switching, Routing, Digital Compression and Encoding, Reliance Infocomm is setting a

new benchmark for the world to follow. Mass roll out of Broadband that offers 100 Mbps speed

to millions of people across the vast geography of India is a major technological breakthrough.

What makes Reliance Infocomm's broadband initiative special is that the entire nationwide

network is architected and built up from scratch. The network is designed to deliver affordable

and quality education, governance and healthcare to millions across india; improve the

efficiency of businesses and generate millions of new jobs to put India at the centre stage of the

world. Broadband applications like E-Education have the potential to revolutionalise Indian

society. It can help transcend traditional barriers of development like lack of capital,

infrastructure and the challenge of distribution in a vastcountry like India.

18
E-Education

Reliance through its e-Iearning initiatives is looking to bring quality education to the doorstep of

every Indian no matter where he or she is. Educational institutions can use Reliance's nationwide

optical fire and retail network to reach out to a large posse of students that would be impossible

to reach out using the brick and mortar route, given its cost implications. Xavier Institute of

Management, Bhubanes -hwar and XLRI, JamshedpuP.' are two top Indian management schools

that are successfully using Reliance's broadband infrastructure to impart real time, fully

interactive courses across over 104 Indian cities. Given the potential of the Indian market, it is

only a matter of time before the world's top educational institutions followed suit.

Educational institutions can use Reliance's real broadband connectivity to source the best

educational material from anywhere in the world. Libraries and laboratories across the world can

now be linked to each other for a seamless exchange of information and learning. A student in

Chennai can attend lectures at Oxford, while a teacher can exchange knowledge with his peers

from across the world.

Digital Workplaces.

With Reliance's Real broadband, collaboration at work has taken a new meaning. With video

conferencing, it ma kes no difference whether you r colleague sits in the cubicle next to yours or

thousands of miles away.

19
E-Healthcare

Reliance's broadband promises to make quality and timely but affordable healthcare available to

a larger segment of Indian population, irrespective of their location. Our real broadband

promises to harbinger a new generation of online healthcare delivery system. Access to medical

expertise and know how is no longer con trained by geography. A specialist in Venore or

Sydney can now attend to a patient anywhere in India on real time basis. Medical records and

documents can be digitally sent across thousands of miles in a matter of seconds. Apollo Group

of Hospitals recently tied up with the company to offer its top of the line healthcare to millions

of Indians.

Integrated Enterprise Solution

Reliance offering for enterprises, consisting of an integrated voice, data and video solution, is

currently being rolled out in 30 top cities. This will extend to cover over 200 cities by the end of

fmancial year 2005 and subsequently the entire country. The convergent voice-data-video

solution framework, delivered through fibre-to-the building (FfTB) architecture, will introduce

true broadband connectivity for Indian enterprises. Reliance enterprise broadband is delivered

mainly using innovative Metro Ethernet technology, while other last mile technologies like

Digital Subscriber Line (DSL), Local Multipoint Distribution Services (LMDS) and Integrated

Services Digital Network (ISDN) are also being deployed based on customer requirement.

Reliance will craft custom solutions for individual enterprises' requirements whether it is just an

efficient voice solution or complex data solutions involving nationwide networking of all

branches, sales and field executives, vendors, suppliers and customers at data speeds scalable

from 64 Kbps to 100 Mbps. The core enterprise broadband products include MPLS based VPN,

leased lines, Gigabit Internet connectivity, video conferencing and video telephony.

20
RURAL COMMUNICATION

Reliance communication to empower Indian villages India's largest mobile operator takes the

lead) reach out to 65 crore Indians. Two out of three village to be covered with voice and data

access. Massive network to roll out to benefit 90% of India's habitats - .,.overing 91 % of

national highways.

In one of the largest and fastest ever network rollout operations in the world, Reliance Infocomm

has embarked on an ambitious expansion plan to reach out to four lakh villages across the

country by end of the year, thus bringing about a new revolution in rural telephony.

The company's 80,000 km of terabit optic fibre cable network forms the I backbone of its

countrywide expansion, which will facilitate unlimited and uninterrupted voice, data and video

applications. This massive operation, touching 6S crore Indians, will cover nearly two-third of

its villages and over 5,700 cities and towns. This expansion involving 8,500 BTS (Base

Transceiver Station) towers will also cover 91% ofthecoun1./s national highways and 85% of the

rail routes. Eventually, the company's footprint will cover the entire habitat of the country. This

initiative is expected to increase India's teledensity to 10% by the end of the year, ahead of the

national target.

The company has pledged to empower the people of India with freedom to communicate, and

fulfill the dream of Dhirubhai Ambani, founder Chairman of the Reliance group, to bring about

a digital revolution in India. Reliance already enjoys over one billion hits a month on its unique

infotainment data application suite called R World. This rollout will take the benefits of these

services to many more Indians. With this expansion, rural India will also have greater access to

the Internet, thanks to the increasingly popular R-Connect and is bound to take India on its path

towards knowledge-led leadership. It is also an established fact that increase of each point

21
teledensity results in a 3% growth in the country's GDP. Reliance Infocomm was the first Indian

telecom service provider to cross the 100million subscriber mark. As on January 31, 2006,

Reliance Infocomm had over 16 million subscribers.

This initiative reinforces Reliance Group's commitment to the Founder Chairman's vision: "Our

dreams have to be bigger. Our ambitions higher. Our commitment deeper. And our efforts

greater. This is my dream for Reliance and for India. "

Village Public Telephone

VPT is the first Telephone in the villages, where there is no Telephone available till date. These

VPTs are to be installed in a village for public use with STD facility. Reliance Infocomm has

installed VPTs as per its license obligation covering 59 Talukas. Subsidy support for 3,599

VPTs is being received every quarter from USF.

Rural Community Phone (RCP)

Rural Community Phones (RCPs) provided in the villages where population exceeds 2000, after

achieving the target of one VPT in every village. These RCPs may be provided in public places

such as shops, schools, primary health centers etc with SID facility generally available on them.

Reliance Infocomm is committed to install about 22,000 RCPs covering 61 Districts in 11 states.

We are planning to install about 15,000 RCPs before end of 2005 and rest by 2006.

Rural Household DELs

Rural Household DELs (RDELs) are the one provided in the talukas, which are declared as rural

taluka. Fixed Wireless PhonelTerminal (FWPff) (CDMA Technology is planned as RDELs.

Reliance Infocomm committed to provide RDELs in 61 Districts covering 203 Talukas in India.

We are planning to roll out 6,100 by Sep 05.

High Speed Public Tele-Inlo Centre ( HPTICs)

22
Reliance Infocomm committed to provide High Speed PTICs (HPTICs) for providing

addition11: facilities including tele-education and tele-medicine at Block Headquarters and in

villages with a population exceeding 2000. These 'Information Kiosk' forms the core of rural

broadband/connectivity. The kiosks ( Public Tele Information Centers (pTIC) and High speed

PTICs (HPTIC» will be set up in a phased manner so as to cover roughly 1, 00,000 villages in

three years which approximately covers 48 per cent of the total rural population.

23
NETWAY

Home Netway is a revolutionary concept hitherto not experienced anywhere in the world. Not at

least on the scale Reliance is attempting in India. It marks a breakthrough in the global research

and development on delivering television on I telecommunication infrastructure. Curren'tly, it is

being tested at some 5,000 Reliance group houses. Riding on a 100 Mbps bandwidth, Netway

will bring a whole new convergent experience of television, video, Internet and telephony-what

is referred to as Triple Play. It will redefine home entertainment and will bring distance learning,

remote health care, e-governance, smart home controls, video-on demand and numerous other

digital applications into millions of Indian homes. Home Netway will deliver hundreds of

television channels to millions of homes through a multifunctional, digital set-top box. Designed

and manufactured in-house, the set-top box will have a 40 GB memory that can store nearly 10

hours of programming. It will enable users to experience functions such as "pausing live TV " ,

live and pre-programmed digital recording and electronic programme guide. The Reliance

patented :-~mote control that comes along with the set-top box is a design marvel with multiple

functions - VolP telephone handset, Karaoke microphone and keypad for surfing the net or

typing e-mail.

24
Home Netway will render VCDIDVD and video libraries irrelevant. Users will be able to select

and watch movies online from vast libraries of thousands of digital movies, songs and other

contents from their home. Not only that, Home Netway enables users to get subtitles for movies

and transliteration for songs in ten Indian languages. Other features include category-wise music

selection, Karaoke, and Antakshari.

Netway also ushers in convergence of television and Internet. Users will be able to surf the web

at super speed and compose e-mails on their television. Other features of Netway include access

to a wealth of information - from travel guides, quizzes, info on health and fitness to

documentaries on various topics. In fact Netway is a gateway to a new digital way of life for

Indians.

25
Internet Data Centre

Reliance is India's largest Internet Data Centre (IDC) service provider, hosting business critical

applications of Indian and foreign blue chip companies, imancial institutions and other important

organizations. Reliance Internet Data Centers are truly world class Level 3 (highest) IDC

facilities measuring more than 2,00,000 sqft. of hosting space. Two IDCs - 35,000 sqft. (IDC1)

and 100,000 sq. ft. (IDC2), are functioning at Mumbai and two IDCs - 20,000 sq. ft. (IDC1) and

50000 sqft. (IDC2) are functioning at Bangalore. Reliance is further setting up world-class data

centers in 4 other major cities in India (Chennai, Hyderabad, Delhi, Kolkata) thus making a

hosting space of more than 5,00,000 sqft. available in the next one year.

The Data Centres are internationally bench marked on all parameters physical and network

security, infrastructure, facilities, network connectivity and operations.

Reliance Internet Data Centres offer a range of standard and advanced managed hosting

services. The services range Crom offering bulk collocation space to fully managed hosting of

servers on renUlease model. Further, a whole range of managed value added services are offered

like firewall, Intrusion detection, backup, streaming, mailing, system administration, data base

administration, load balancing, storage services and Disaster recovery! BCP solutions.

Internet Data Centres are critical component. 'I of Reliance InCocomm's vision to herald a

digital revolution in India. The Data Centres are connected to Reliance's pan India, optic fibre

based, high capacity IP network. The data centre is further connected to 52 countries including

US, UK, Mid-east and Asia-Pac thrQugh Flag Telecom (Reliance Infocomm '5 group company)

backbone and other undersea cable systems. It also has private peering relationship with the

largest Tier 1 Internet Service Providers (ISPs) and public peering at more than 15 Internet
26
Exchange points across the globe, apart fro m peering relationship with domestic ISPs on STM

bandwidth.

CARRIER BUSINESS

Reliance Infocomm is a National Long Distance (NLD) and International Long Distance (ILD)

Service Provider, rendering national and international transport links between other

telecommunication service providers' networks. Reliance Infocomm is also an Infrastructure

Provider for end-to-end bandwidth requirements as well as providing Dark Duct and Dark Fibre

on lease to service providers and companies.

The acquisition of FLAG Telecom by Reliance in January 2004 has strengthened the bouquet of

Reliance's service offering to national and global service providers and companies. Reliance's

wholesale customers include Indian and international telephony service providers, Internet

service providers, Long-distance carriers, Call centre operators, Multinational companies,

Business process outsourcing companies, IT -enabled service providers and Government and

quasi Government organizations.

27
INTRODUCTION

RELIANCE COMMUNICATION LTD. OVERVIEW

The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man would

have access to affordable means of information and communication. Dhirubhai, who single-

handedly built India’s largest private sector company virtually from scratch, had stated as early

as 1999: “Make the tools of information and communication available to people at an affordable

cost. They will overcome the handicaps of illiteracy and lack of mobility.”

It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm)

started laying 60,000 route kilometres of a pan-India fibre optic backbone. This backbone was

commissioned on 28 December 2002, the auspicious occasion of Dhirubhai’s 70th birthday,

though sadly after his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline)

and convergent (voice, data and video) digital network. It is capable of delivering a range of

services spanning the entire infocomm (information and communication) value chain, including

infrastructure and services — for enterprises as well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionising the way India communicates and networks,

truly bringing about a new way of life.

28
Footprint

At present, Reliance Telecom's GSM cellular services are available in 340 towns within its

eight-circle footprint. Reliance's CDMA services are available in 19 states and cover about 65%

of the country, state wise. CDMA services are not being offered in the remaining states for

unknown reasons. Reliance Infocomm also offered for the first time in India, mobile data

services though its R-World mobile portal. This portal leverages the data capability of the

CDMA 1X network.

29
VISION OF THE COMPANY

“We will leverage our strengths to execute complex global-scale projects to facilitate leading-

edge information and communication services affordable to all individual consumers and

businesses in India”

MISSION OF THE COMPANY

We will create all integrated infrastructure with state-of-the art digital technology to provide

innovative cost effective and world-class convergent services to our customers. We will be India's

defining service provider and the most preferred one. We will achieve dominant market share in

India by and will rank among the top 10 carriers by 2007.

We will offer unparalleled value to create customer delight and enhance business productivity.

We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to

deliver their services globally.”

RELIANCE HAD CHANGED THEIR ‘LOGO’, WHY?


30
Reliance introduced the new brand identity – Anil Dhirubhai Ambani Group on Saturday, May

27, 2006. A new business conglomerate under ADA’s leadership formed the basis of the purpose

of changing their brand identity. And the identity had to define a new Reliance heralding a new

era, which reflects the customer centric quality of the new business group. So, the identity was

essential in order to encapsulate ADA’s vision, mission, & purpose for the group.

In ADA’s words The Reliance – ADA group’s goal is, “Not just to build a great enterprise for

their stakeholders, but, more importantly, a great future for our country, to give millions of

young Indians the means to fulfill their dreams, the power to shape their own destiny, & to

realize their true & diverse potential.”

Sanjay Behl, Head Marketing & Brand Communication explains, “Our symbol, The Reliance

Apex conveys the sprit of excellence, the

urge for progress, the human desire to reach higher, & the resolve to shape a better future. The

apex is the highest point, the pinnacle, and an abiding symbol of hope and optimism,

achievement and success.” the two arrow pointing upwards are propelling us into the future, was

the thought behind the design because their group’s mission is to accelerate to a higher quality of

living. The blue color in the Reliance apex represents inner strength, self-belief, quite confidence

and the sense of purpose that go into the making of an epic journey. The red color represents the

energy & dynamism that propels one to the pinnacle of one’s ambition. The Reliance Logo is the

combination of upper & lower case character. This represents openness, inclusiveness, &

accessibility. Reliance is one of the most trusted brands in the country, and in order to have a

balance of customer-centricity, warmth, human touch, and accessibility as an organization. They

have adopted the combination of upper & lower case to represent this openness, their

inclusiveness & accessibility without compromising on their stature & leadership stand. The new

31
LOGO gives the Multi- dimensional look to the group. This Multi- dimensional look conveys the

deepest appreciation for the rich diversity of human life and aspiration the unifying basis for the

varied business interest. When the consumer sees our identity, the message they’ll get is that it is

a lot more fresh & confident & may be a little unconventional. It will tell them about the group

moving ahead, being more innovative, and trying to constant lyre- invent itself.

CERTAIN HIGHLIGHTS OF RICL

32
1) Only private sector company to have all-services, all-India strategy.

2) Fixed line services in 18 telecom circles and Cellular services in 13 States ;covering 380 million

people.

3) Long distance services in 229 of the country's 323 Long Distance Charging areas (LDCAs).

4) International long distance services 1,000,000 sq. ft of state-of-the-art data , centers.

NATIONAL COVERAGE

RICL covers a nationwide, terabit bandwidth covering 99% of the population by a broadband

connectivity 180 cities and wireless connectivity in 673 towns and cities. Its optical fibers are

laid down for an area of 60,000 kms covering the states listed below :

1) Andhra Pradesh

2) Haryana

3) Orissa

4) Assam

5) Himachal Pradesh

6) Punjab

7) Bihar

8) Jharkhand

9) Rajasthan

10) Chattisgarh

11) Karnataka

12) Tamil Nadu

13) Delhi

14) Kerala
33
15) Uttar Pradesh

16) Goa

17) Madhya Pradesh

18) Uttaranchal

19) Gujarat

20) Maharashtra

21) West Bengal

There are 12 states under Reliance coverage and each state has a CIRCLE OFFICE in

a major town of the state or the state capital. Each major town has several cluster

offices or spoke towns under it.

These offices have various departments under it like commercial, CCFU, ECFU,

Sales, Web world etc but the HR department is only one in the Circle town.

34
NETWORKS

Telecommunication networks are the infrastructure for provisioning infocomm services. All

businesses today are dependent on telecom to continue their day-to-day operations. The range

and quality of services that can be provisioned is determined by the quality of the network

deployed.

35
The Reliance Infocomm network consists of 60,000 kilometers of optical fiber cables spanning

the length and breadth of India. These cables can carry thousands of billions of bits per second

and can instantly connect one part of the country with another. This physical network and its

associated infrastructure will cover over 600 cities and towns in 18 of the country's 21 circles,

229 of the nation’s 323 Long Distance Charging Areas (LDCAs) and broadband connectivity to

over 190 cities. This infrastructure will be backed by state-of-the-art information management

systems and a customer-focused organization.

An interesting aspect of the network is the manner in which these fibers are interconnected and

deployed. Reliance's architecture is so fault-tolerant that the chances of failure are virtually nil.

Reliance's ring and mesh architecture topology is the most expensive component to implement,

but assures the highest quality of uninterrupted service, even in the event of failure or breakage

in any segment of the network. Reliance has 77 such rings across the country with at least three

alternative paths available in metros. Connected on this topology, the service has virtually no

chance of disruption in quality performance.

Reliance's objective is to create value for our customers. Reliance will innovate ceaselessly so

that state-of-the-art technology can be leveraged to create products and services that are

affordable.

36
Access networks determine the services that can finally be delivered to customer. Our network

has wire line access technologies based on fiber as well as copper. Fiber in the access network

makes broadband services easy to deploy. The wireless access network deployed for CDMA

1X is spectrum efficient and provides better quality of voice than other networks and higher

data rates. CDMA 1X also provides an up gradation path to future enhancements.

37
ORGANISATION STRUCTURE

ACCORDING TO DEPARTMENT

UP CIRCLE (CEO)

CORPORATE CUSTOMER HR BROAD


SALES CARE DEPARTMENT BAND
DEPARTMENT

HR
COMMUNICATION COMMERCIAL

MARKETING
LAND ACQUISITION
DEPARTMENT

ACCOUNTANT

38
BUSINESS PROFILE

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group

(ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock

Exchange, it is India’s leading integrated telecommunication company with over 35 million

customers.

Our business encompasses a complete range of telecom services covering mobile and fixed line

telephony. It includes broadband, national and international long distance services and data

services along with an exhaustive range of value-added services and applications. Our constant

endeavour is to achieve customer delight by enhancing the productivity of the enterprises and

individuals we serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002, coinciding

with the joyous occasion of the late Dhirubhai Ambani’s 70th birthday, was among the initial

initiatives of Reliance Communications. It marked the auspicious beginning of Dhirubhai’s

dream of ushering in a digital revolution in India. Today, we can proudly claim that we were

instrumental in harnessing the true power of information and communication, by bestowing it in

the hands of the common man at affordable rates.

39
Awards and Achievements:

 Conferred the ‘CEO of the Year 2004’ in the Platts Global Energy Awards

 Rated as one of ‘India’s Most Admired CEOs’ for the sixth consecutive year in the

Business Barons – TNS Mode opinion poll, 2004

 Conferred ‘The Entrepreneur of the Decade Award’ by the Bombay Management

Association, October 2002

 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic

Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a

global leader in many of its business areas, December 2001

 Selected by Asiaweek magazine for its list of ‘Leaders of the Millennium in Business

and Finance’ and was introduced as the only ‘new hero’ in Business and Finance from

India, June 1999

40
41
OBJECTIVE OF STUDY

1. TO MEASURE THE SATIsFACTIONAL LEVEL OF CUSTOMERS AMONG

DIFFERENT TELECOM SERVICE PROVIDERS.

2. To analyze marketing strategies adopted by telecom companies with special

reference to reliance communication”

3. To study how the companies change their marketing strategies as per the

requirement of customer

42
RESEARCH

METHODOLOGY

43
RESEARCH METHODOLOGY

Research:

It is defined as a scientific and systematic research for pertinent information on a specific topic.

In real terms, Research is an art of scientific investigation.

1-Primary data-Technology of Communication-

2-secandory data- Internet systems and video conversing

3-Sample size – 110

4- Sample Area-, Delhi

5-Sample search- random selection and selective Questionnaire

Research process consists of a number of closely related activities. These activities overlap

continuously.

44
Various steps involved in a research process are----

1. Formulating research problem

2. Preparing the research design

3. Determining sample design

4. Collection of data

5. Execution of the project

6. Analysis of data

7. Preparation of the report

Sample Design:

Once the research design to be adopted is decided next step is to decide how the information be

collected. Since the data is collected from some members of the population, I have used Sample

Survey.

45
Here Universe consists of 50 people in Reliance Infocomm and the population under study

includes employees from departments such as HR, HRC, IR, Finance, and Marketing.

Data Collection:

In the method of data collection, I have used both primary as well as secondary data collection

methods.

Primary data may be described as those data that have been observed and recorded by the

researcher for the first time to their knowledge. It is original in nature. The form of primary data

which is used in this research for data collection is Questionnaire method.

The term Questionnaire refers to a self-administered process where by the respondent

himself/herself read the questions and records his/her answer without the assistance of an

interviewer.

Secondary data are statistics not gathered for the immediate study at hand but for some other

purposes. It is defined as the data which is available in the form of facts and figure.

Analysis of Data:

Analysis of data is done through a process which includes certain steps:

1. Editing

2. Coding

46
3. Classification

While doing the analysis of data collected, I have tried that the findings of this research be

capable pf being utilized for the better performance of the organization.

47
48
DATA ANALYSIS & INTERPRETATION

(SURVERY OF 110 PEOPLES)

QUESTION OPTION TOTAL

A B C D E

Q1 18 39 9 34 10 110

Q2 48 26 7 29 110

Q3 49 45 6 10 110

Q4 47 32 26 5 110

49
Q5 45 56 9 110

Q6 64 29 17 110

Q7 19 68 23 110

Q8 35 62 13 110

Q9 76 28 6 110

Q10 84 26 110

Q11 13 45 25 27 110

Q12 95 15 110

1) While choosing between telecom companies people focus more on

40 39 A- CHEAPER TRAIFF
35 34
B- FASTER
30 CONNECYIVITY
25
NO. OF C- ATTRACTIVE
20 18
PEOPLE SCHEMES
15
10 9 10
D- MAX. TALK TIME
5
0 E- DIVERSIFICATION
A B C D E OF NETWORK
OPTIONS

50
INTERPRETATION

According to the graph, 39% peoples focus on faster connectivity, 34% people choose for

maximum time, while other choose for cheaper tariff, attractive scheme and diversification of

network.

51
2) Amount that usually spent monthly on their mobile phones

50 49
45 45 A- RS 100- RS 400
40
35 B- RS 400- RS 700
30
NO. OF C- RS 700- RS 1000
25
PEOPLE 20
15 D- ABOVE RS 1000
10 10
6
5
0
A B C D
OPTIONS

INTERPRETATION

According to the graph, 49% peoples spent Rs.100-Rs.400, 45% spent Rs.400-Rs700, 6% spent

Rs.700-Rs1000 while 10% spent above Rs,1000.

52
3) The tariff that people would like to pay between mobile to mobile of same network within the

circle (per/min)

50 47 A- NIL
45
40 B- O-50 P
35 32
30 C- 50 P-RE 1
NO. OF 26
25
PEOPLE D- ABOVE RE 1
20
15
10
5 5
0
A B C D
OPTIONS

INTERPRETATION

According to the graph, 47% peoples are with NIL, 32% people are from 0-50p, 26% people are

50p-Rs.1 while 5% people are Rs.1 an above.

53
4) The tariff that people would like to pay between mobile to mobile of different network within

the circle (per/min)

60 56
50 45 A- 50 P- RE1

40 B- RE 1- RS2
NO. OF
30 C- ABOVE RS 2
PEOPLE
20

10 9

0
A B C
OPTIONS

INTERPRETATION

According to the graph, 56% peoples are with 50p-Rs.1, 45% people are from Rs.1-Rs.2, while

9% people are Rs.2 an above.

54
5) The tariff that people would like to pay between mobile to landline of any network (per/min)

70
64
60
A- RE 1- RS 2
50
B- RS 2
NO. OF 40
PEOPLE 30 29 C- ABOVE RS 2

20 17

10

0
A B C
OPTIONS

INTERPRETATION

According to the graph, 64% peoples like to pay Rs1-Rs.2, 29% people like to pay Rs.2, while

17% people like to pay above Rs.2.

55
6) The (STD) tariff that people would like to pay between mobile to landline of any network

(per/min)

70 68

60
A- RE 1- RS 2
50
B- RS 2- RS 3
NO. OF 40
C- ABOVE RS 3
PEOPLE 30
23
20 19

10

0
A B C
OPTIONS

INTERPRETATION

According to the graph, 19% peoples like to pay Rs1-Rs.2, 68% people like to pay Rs.2-Rs.3,

while 23% people like to pay above Rs.3.

56
7) The (STD) tariff that people would like to pay between mobile of different network (per/min)

70
62
60
50 A- RE 1- RS 2

40 35 B- RS 2- RS 3
NO. OF
PEOPLE 30
C- ABOVE RS 3
20
13
10
0
A B C
OPTIONS

INTERPRETATION

According to the graph, 35% peoples like to pay Rs1-Rs.2, 62% people like to pay Rs.2-Rs.3,

while 13% people like to pay above Rs.3.

57
8) The (STD) tariff that people would like to pay between mobile of same network (per/ min)

80 76
70
60 A- RE 1- RS 2
50
NO. OF B- RS 2- RS 3
40
PEOPLE
30 28 C- ABOVE RS 3
20
10 6
0
A B C
OPTIONS

INTERPRETATION

According to the graph, 76% peoples like to pay Rs1-Rs.2, 20% people like to pay Rs.2-Rs.3,

while 6% people like to pay above Rs.3.

58
9) The SMS charges that people would like to pay

90 84
80
70
60 A- RE 1
NO. OF 50
B- RS 2
PEOPLE 40
30 26
20
10
0
A B
OPTIONS

INTERPRETATION

According to the graph, 84% peoples like to pay Rs1 per sms, 26% people like to pay Rs.2 per

sms.

59
10) The international SMS charges that people would like to Pay

45 45
40
A- RE 1
35
30 27 B- RS 2- RS 3
25
NO. OF 25
PEOPLE 20 C- RS 3- RS 4

15 13 D- ABOVE RS 4
10
5
0
A B C D
OPTIONS

INTERPRETATION

According to the graph, 13% peoples like to pay Rs1 per sms, 45% people like to pay Rs.2-Rs.3

per sms, 25% people like to pay Rs.3-Rs.4 per sms, 27% people like to pay Rs.4 and above per

sms.

60
11) People preference while choosing handset

100 95
A- OWN HAND
80 SET

NO. OF 60 B- HANDSET
PEOPLE PROVIDED
40 BY THE
TELECOM
20 15
COMPANIES

0
A B
OPTIONS

INTERPRETATION

According to the graph, 95% peoples like to use their own handsets while only 15% people like

to use the handsets provided by different telecom industries

61
12) Market share of five major telecom companies on the survey of 110 people

35
33
30 30
28 A- BSNL

25 B- RELIANCE

% OF 20 C-VODAFONE
MARKET
SHARE 15 D- AIRTEL

11 E- TATA
10
8 INDICOMM
5

0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the survey, 33% market share goes for BSNL, 28% market share goes for Reliance

communication, 30% market share goes for Vodafone, 11 market share goes for Airtel while

only 8% market share goes for Tata Indicom.

62
13) People preference in switch over to other telecom co.

40 A- VODAFONE
37
35
31 B- RELIANCE
30
25 C- AIRTEL
NO.OF 20 19 D- TATA INDICOM
PEOPLE
15 14
E- BSNL
10 9
5
0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the graph shows that 37% people would like to switch over to Vodafone, 31% to

Reliance communication, 19% to Airtel, 14% to Tata Indicom while 9% to BSNL.

63
DRAWBACK YOUR TELECOM COMPANIES

VODAFONE- HIGHER TRAIFF, LACK OF DIVERSIFICATION

AIRTEL- HIGHER TARIFF

TATA INDICOMM- LOW CONNECTIVITY

BSNL- LOW CONNECTIVITY, LACK OF FACILITIES

RELIANCE COMMUNICATION- LOW TALK TIME

64
14) No. People who gave top ranking to the following telecom companies on the basis of

connectivity

35 35

30 A- VODAFONE
29
25 24 B- RELIANCE

NO.OF 20 C- AIRTEL
PEOPLE 16
15 D- TATA
10 INDICOMM
6 E- BSNL
5

0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the graph, the connectivity of Vodafone is 35%, Reliance communication is 29%,

Airtel is 24%, Tata Indicom is 16% while 6% for BSNL.

65
15) No. People who gave top ranking to the following telecom companies on the basis of

cheaper tariff

70
60 61 A- BSNL (1ST)

50 B- VODAFONE (2ND)

NO,OF 40 C- RELIANCE (3rd)

PEOPLE 30 D- TATA
INDICOMM (4th)
20 18
14 E- AIRTEL (5th)
10 11
6
0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the graph, the cheap tariff rates are of BSNL with 61%, Vodafone 18% Reliance

14%, Tata Indicom 11% and 6% of Airtel.

66
16) No. People who gave top ranking to the following telecom companies on the basis of

customer care center

40
37
35 A- AIRTEL
31
30 B-VODAFONE
25 24
NO.OF C- RELIANCE
20
PEOPLE
15 D- TATA
13
INDICOMM
10
5 5 E- BSNL
0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the graph, the customer care of Airtel is best with 37%, Vodafone with 31%,

Reliance with 24%, Tata Indicom with 13% & Bsnl with 5%.

17) No. People who gave top ranking to the following telecom companies on the basis of max.

Talk time.

67
35
33
30 29 A- VODAFONE

25 24 B- TATA
INDICOMM
20
NO. OF 17
15 C- AIRTEL
PEOPLE
10 D- BSNL
7
5 E- RELIANCE

0
A B C D E
TELECOM COMPANIES

INTERPRETATION

According to the graph, the maximum talk time provided by Vodafone is higher with 33%, 29%

talk time of Tata indicom, 34% talk time of Airtel, 17% talk time of BSNL, 7% talk time of

Reliance.

68
Findnig

Findnig

INTERPRETATION

69
According to the graph, the maximum talk time provided by Vodafone is higher with 33%, 29%

talk time of Tata indicom, 34% talk time of Airtel, 17% talk time of BSNL, 7% talk time of

Reliance.

VODAFONE- HIGHER TRAIFF, LACK OF DIVERSIFICATION

AIRTEL- HIGHER TARIFF

TATA INDICOMM- LOW CONNECTIVITY

BSNL- LOW CONNECTIVITY, LACK OF FACILITIES

RELIANCE COMMUNICATION- LOW TALK TIME

70
71
CONCLUSION

Project was started with the objective of the study is to measure the sati-factional level of

customers among different telecom service providers.

The conclusion drawn based on the research and analysis is that still after the various steps have

been taken by Reliance communication for satisfying it’s customers but still a large number of

customers are not satisfied with the Reliance communication and even they want to change the

telecom operator. Reliance product is appealing and acceptable by the customers with the

features like free outgoing calls on their network, BSNL has the most dissatisfied customers and

the customers want to change operator.

None of the other player in the market operates in the fashion that Reliance communication

does.

Tata indicom has recently as new in the market and not up to standard so people are least

satisfied. But Reliance needs to launch some promotional schemes to make the people aware of

different schemes and plans of reliance. People are not aware of the landline phone and

Broadband phone and its different use like Internet etc.

To give a boost to the sagging brand image of Reliance communication by providing better

value added services to the customer & a separate dedicated customer service centre to speedily

respond & address to the customers technical problems. This would overall mean better after

sales service.

72
Limitation

73
Limitation

 The time constraint was very crucial. Enough time was not present there. In which

research had to be completed hence researcher have to travel many area and collect or

accumulate the data very fast and make the report as well.

 Another problem was that each company use different kind of philosophy and strategy to

run their organization that create problem to understand accurately to the company.

 The scope of the said project was very wide, and thus it was really difficult to sum it up

under the same.

74
RECOMMENDATI

&

SUGGESTION

75
RECOMMENDATION & SUGGESTION

 The telecom companies should focus more on their connectivity according to the peoples

needs.

 The Telecom companies should plan for better schemes for free Local network calls like

Reliance Communication.

 Reliance communication & Tata Indicom should provide SIM cards that could be active at

any handset which people like to use, as Vodafone , Airtel & BSNL are higher in the survey.

 Vodafone should lower their tariff as other operators are providing with low tariff’s.

 BSNL should focus more on their tariff & network as compared with Reliance

communication, Airtel & Vodafone.

 Tata Indicom should provide better network connectivity which is much lower that Airtel,

Vodafone, Tata indicom & Reliance Communication.

 Bsnl should focus on their services as their services are going much behind the other service

providers.

 Reliance should increase their talk time in order to gain customer preference.

 The customer care of BSNL & Tata Indicom needed to be improved, while Reliance

Communication should improve in order to get the best customer end.

76
77
BIBLIOGRAPHY

BOOKS

 Kothari , C.R. , Research Methodology

 Philip Kotler’s, millennium edition “Marketing Management

WEBSITES

 www.reliancecommunications.co.in

78
Name: QUESTIONNAIRE
Designation:
s ANNEXURE
Organization:
QUESTIONNAIRE ON RECRUITMENT & SELECTION
Age:
79
Date:
Q.1 Does Reliance Telecom follows any Recruitment and Selection Procedure?

Yes No

Q.2 Does the recruitment and selection procedure affects the performance of the employees?

Yes No

Q.3 Does the company recruit employees internally?

Yes No

Q.4 Is the recruitment and selection procedure followed by the company appropriate?

T.A.(Totally Agree) S.A.(Some What Agree),

S.D.(Some What Disagree) T.D.(Totally Disagree)

T.A. S.A.

S.D. T.D.

80
If not, then suggest the appropriate changes required in the recruitment and selection procedure

followed by the company? ……………………………………………………………..

Q.5 Does your company disclose the job specifications at the time of selection of a candidate?

Yes No

Q.6 Does your company ask for references at the time of selection?

Yes No

Q.7 What percent of the selection procedure does the written test contribute?

Below 10%

10% - 20%

20% - 30%

30% -40%

40% -50%

50% and above

Q.8 Which type of interview methods does your company usually follow?

Direct Computerized

Group Panel

Stress

81
Any other …………………………………………………

Q.9 Does your company follow any of the following personality test for the purpose of recruitment and

selection?

MBTI Psychometric

FIRO_B Other

82