karuna

PROJECT ReportOn CONSUMER BEHAVIOUR ON TATA INDICOM Submitted in the partial fulfillment of two year full time MBA programme (2008-2010) Submitted to: Kurukshetra University Kurukshetra Submitted by: Name: KARUNA Roll no: - 09 Budha College of Management, Rambha (Karnal) (Affiliated to Kurukshetra University Kurukshetra and approved by AICTE) 1 PREFACE “PRACTICAL TRAINING IS FAR BETTER THAN ROOM TEACHING” Practical project is an important of management courses. Theoretical studies now days are not sufficient to get into corporate world and understand the complexities of large-scale organization. Practical project exposes studies to real practices of management in the organization. It exposes the trainee to the dynamic and rigorous environment of an organization. It brings in front the various situations, which demand decisionmaking. It also exposes students to the treasure of experience, knowledge and learning which prerequisites of making a successful carrier. It also shatters the inhibitions of a student to the corporate work-working environment and helps in better understanding of this sector. I deem it a privilege to have undergone training that I got from here cannot be gained from books. The sheer challenge of working in such a big organization and to meet the stipulated deadliness exposed me to the real corporate world. I found my work and project both interesting and challenging. 2 ACKNOWLEDGEMENT It is my pleasure to be indebted to various people, who directly or indirectly contributed in the development of this work and who influenced my thinking, behavior, and acts during the course of study. I express my sincere gratitude to Mrs.vinu parida, worthy Principal for providing me an opportunity to undergo summer training at TATA INDICOM, Karnal. I am thankful to Mr. SUNIL SHARMA for his support, cooperation, and motivation provided to me during the training for constant inspiration, presence and blessings. I extend my sincere appreciation to MR. PRAMOD RANA who provided her valuable suggestions and precious time in accomplishing my project report. Lastly, I would like to thank the almighty and my parents for their moral support and my friends with whom I shared my day-to-day experience and received lots of suggestions that improved my quality of work. Karuna chauhan 3 DECLARATION I, karuna chauhan, student of MBA 3rd Semester, studying at BUDDHA COLLEGE OF MANAGMENT, Karnal, hereby declare that the summer training report on “Customer care” submitted to Kurukshetra University, Kurukshetra in partial fulfillment of Degree of Master’s of Business Administration is the original work conducted by me. The information and data given in the report is authentic to the best of my knowledge. This summer training report is not being submitted to any other University for award of any other Degree, Diploma and Fellowship. KARUNA CHAUHAN 4 S.No. 1) 2) 3) CONTENT WHY I HAVE CHOOSEN THIS TOPIC LEARNING POINT FROM THIS TOPIC COMPANY PROFILE: INTRODUCTION COMPANY BACKGROUND HISTORY OF RATAN NAVAL TATA BOARD OF DIRECTORS ORGANIZATIONAL STRUCTURE OF TATA INDICOM COMPITITORS SERVICES 4) RESEARCH METHODOLOGY RESEARCH OBJECTIVE SCOPE OF RESEARCH PROJECT RESEARCH APPROACH DATA COLLECTION TECHNIQUES SAMPLING PLAN RESEARCH METHODOLOGY AT A GLANCE 5) MARKET SURVEY ANALYSIS AND INTERPRETATION 5 6) 7) 8) 9) 10) CONCLUSION LIMITATIONS SUGGESTION BIBLIOGRAPHY APPENDIX WHY I HAVE CHOOSEN THIS TOPIC 6 World market is customer oriented. There is stiff Competition between companies producing same type of product at the same price having presence in market at the same rate and customers are well aware of these available alternatives in front of them which lead to confusion in their mind which product to choose. In the field of services, companies providing telecommunication services, the situation is more competitive. Every company want to gain an edge over other companies regarding pricing policies, customer interaction, brand equity, service delivery time, availability of services at 24*7, balance between customer expectation and delivery of services etc. this gaining edge is called “Strategic advantage of the company as compare to the other company. Despite the fact that TATA was the last entrant in the field of telecommunication services, it gained customer’s faith in a very short period of time. I want to learn and get knowledge about company’s key strategic advantage points like consumer interaction policies, service quality policies, company’s unique selling proposition, its variety of schemes, product launches, distribution network, network coverage, customer handling techniques, promotional activities, employee’s accountability regarding services delivery process etc which are contributing to the growth of the company. As I am marketing student, it is important for me to know all these things that provide advantageous favorable support to the front-line as well as back-end employees in performing marketing and sales activities and leads to creation of a favorable image of TATA Company in front of the customers LEARNING POINTS FROM THIS TOPIC 7             Services offered by the company. Customer care services. Basis of points in order to deal with the customer. Customer complaints solving techniques. Lead time to avail services to the customers. Customer views on network coverage in rural area. Customer views on congestion problems while calling. Employee’s accountability for sales growth. Customer-service provider relations. Employer-employee relations. Comparative study of availability of plans. Targeting customer base individually. ABOUT TELE COMMUNICATION INDUSTRY 8 Indian Telecommunication industry, with about 464.82 million phone connections (June 2009), is the third largest telecommunication network in the world and the second largest in terms of number of wireless connection For the past decade or so, telecommunication activities have gained momentum in India. Efforts have been made from both governmental and non-governmental platforms to enhance the infrastructure. The idea is to help modern telecommunication technologies to serve all segments of India’s culturally diverse society, and to transform it into a country of technologically aware people. The total number of telephone in the country crossed the 300 million mark on June 18 2008. The overall tele-density has increased to 36.98% in March 2009 in the wireless segment; 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008. INTRODUCTION OF THE TELEPHONE 9 In 1880, two telephone companies namely the oriental telephone companies.Ltd. And The Anglo-Indian Telephone Company Ltd. approached the government of India to establish telephone exchanges. In India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. By 1881, the Government changed its earlier decision and a license was granted to the oriental telephone companies. Limited of England for opening telephone exchanges at Kolkata, Mumbai, Chennai (Madras) and Ahmadabad. January 28, 1882, is a red letter day in the history of telephone in India. On this day Major E. Baring, Member of the governor general of India. Council declared open the Telephone Exchange in Kolkata, Chennai and Mumbai. The exchange at Kolkata named "Central Exchange" was opened at third floor of the building at 7, council house street. The Central Telephone Exchange had 93 numbers of subscribers. Bombay also witnessed the opening of Telephone Exchange in 1882. Further development 10 • 1902 - First wireless telegraph station established between Saugor Island and sand heads. 1907 - First Central Battery of telephones introduced in Kanpur. 1913-1914 - First Automatic Exchange installed in Shimla. July 23 1927- Radio-telegraph system between the UK and India, with beam stations at khadki and daund, inaugurated by lord lrwin by exchanging greetings with the king of England. 1933 – Radio telephone system inaugurated between the UK and India. 1953 – 12 channel carrier system introduced. 1960 - First subscriber trunk dialing route commissioned between Kanpur and luckhnow. 1975 - First PCM system commissioned between Mumbai City and andheri telephone exchanges. 1976 - First digital microwave junction introduced. 1979 - First optical fiber system for local junction commissioned at pune. 1980 - First satellite earth station for domestic communications established at secunderbad, A.P... 1983 - First analog Stored Program Control exchange for trunk lines commissioned at Mumbai. 1984 – C-DOT established for indigenous development and production of digital exchanges. 1985 - First mobile telephone service started on non-commercial basis in Delhi. • • • • • • • • • • • • • REVENUE AND GROWTH 11 The total revenue in the telecom service sector was Rs. 86,720 crore in 2005-06 as against Rs. 71, 674 crore in 2004-2005, registering a growth of 21%. The total investment in the telecom services sector reached Rs. 200,660 crore in 2005-06, up from Rs. 178,831 crore in the previous fiscal Telecommunication is the lifeline of the rapidly growing Information Technology industry. Internet subscriber base has risen to 6.94 million in 2005- 2006. Out of this 1.35 million were broadband connections. More than a billion people use the internet globally. Under the Bharat nirman programmed, the Government of India will ensure that 66,822 revenue villages in the country, which have not yet been provided with a Village Public Telephone (VPT), will be connected. However doubts have been raised about what it would mean for the poor in the country It is difficult to ascertain fully the employment potential of the telecom sector but the enormity of the opportunities can be gauged from the fact that there were 3.7 million Public Call Offices in December 2009 up from 2.3 million in December 2004. 12 The value added services (VAS) market within the mobile industry in India has the potential to grow from $500 million in 2006 to a whopping $10 billion by 2009. TELEPHONE Telephony Subscribers (Wireless and Landline): 479.04 million (July 2009) Cell phones: 441.66 million (July 2009) Land Lines: 37.41 million (July 2009) Yearly Cell phone Addition: 113.26 million (2007) Monthly Cell phone Addition: 14.38 million (July 2009) Teledensity: 41.08% (July 2009) Projected teledensity: 626 million, 46% of population by 2010. 13 OPERATOR AND THEIR SUSCRIBERS Operator Bharti Airtel Vodafone Essar BSNL Idea Cellular Aircel MTNL BPL Spice Telecom Reliance Communications HFCL Infotel Sistema Shyam Tata Teleservices All India Subscriber base 99,549,208 74,080,707 53,598,591 41,243,253 20,685,711 4,568,269 2,256,862 4,235,023 77,223,264 382,602 936,189 36,486,763 415,246,442 14 15 INTRODUCTION Introduction: - Tata Teleservices Limited (TTSL) is a part of the Tata group of companies, an Indian conglomerate. It operates under the brand name Tata Indicom in various telecom circles of India. The company is the worst performer in the TATA Group. In Nov 2008, Japanese telecom giant NTT docmo picked up a 26 per cent equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore ($10.38 billion). In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in association with the VIRGIN GROUP on a Franchisee model basis. COMPANY BACKGROUND 16 Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Group’s presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, Tata Teleservices has created a Pan India presence spread across 20 circles that include Andhra Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has established 3G ready telecom infrastructure. It partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of its telecom network. The company is the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million. Tata Teleservices’ bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth 17 Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem, data cards, calling card services and enterprise services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. MARKET DATA Tata Indicom in April 2009 crossed the 35 million subscribers mark in the wireless category with an overall subscriber base of over 36 million. Tata Teleservices is no. 2 slot in terms of Market Share in Delhi NCR region with a subscriber base of 3 million. NETWORK Tata Teleservices operates primarily on the CDMA network. Tata Indicom’s enterprise solutions work on the CDMA 3G-1X technology. The total tower strength of Tata Indicom is currently at 18,000 towers nationwide. BRANDING The Tata Indicom brand is endorsed by bollywood actress Kajol & cricketers Irfan Pathan and Yousuf Pathan. 18 Tata Teleservices has recently launched the Virgin Mobile Brand to target the youth segment. RURAL TELEPHONY TTSL also maintains a distribution network across villages , where in people are appointed and trained by TTSL – who visit villages on a bicycle or a two-wheeler at defined times on defined days of the week, selling recharge vouchers and servicing equipment; each runner covers between 200 to 300 customers. The company joined hands with Tata Chemicals, Tata Kisaan Sansar network, disseminating information through these centres and using them as local distributors. RETAIL The company's retail business has around 3,000 outlets nationally; comprising 600 TTSL owned stores and around 2,500 stores in the Franchisee format. Tata Indicom already covers the top 700 towns in India in terms of population through Tata Indicom Exclusive Stores. Tata Indicom also maintains an online portal for its customers I-choose where the customers can buy Tata Indicom post-paid connections and prepaid recharge vouchers with an upfront commitment of activation and delivery of the handset within 72 hours. VALUE ADDED SERVICES Tata Teleservices, in October 2007 launched Tata Zone, an infotainment portal on Tata Indicom BREW-enabled mobile phones, in Hindi. This service has 19 applications, pricing details, downloads and browsing instructions in Hindi. The rationale behind this was simple: - 66% of all Indians speak Hindi, while less than 5% understand English. Under its VAS bouquet, TTSL offers services such as News, Games, Faith and Prayers, Ringtones, Fun Shows, Video Zone, Song Download Express, Cricket, Internet Surfing, Astrology, and Mobile Office among others. HISTORY OF RATAN NAVAL TATA:- 20 EARLY LIFE Ratan naval Tata was born into the wealthy and famous Tata family of Mumbai. He was born to Soonoo and Naval Hormusji Tata. Ratan is the great grandson of Tata group founder JAMSETJI. Rattan’s childhood was troubled, his parents separating in the mid1940s, when he was about seven and his younger brother Jimmy was five. His mother moved out and both Ratan and his brother were raised by their grandmother Lady Navajbai. EARLY CAREER Ratan Tata completed a BS degree in architure with structural engineering from Cornell University in 1962, and the Advanced Management Program from Harvard Business School in 1975. He joined the Tata Group in December 1962, after turning down a job with IBM on the advice of J.R.D TATA. He was first sent to Jamshedpur to work at Tata steel. In1971, Rattan was appointed the Director-in-Charge of the National Radio & Electronics Company Limited (Nelco), a company that was in dire financial difficulty. Ratan suggested that the company invest in developing high-technology products, rather than in consumer electronics. J.R.D was reluctant due to the historical financial performance of Nelco which had never even paid regular DIVIDENDS. Further, Nelco had 2% market share in the consumer electronics market and a loss margin of 40% of sales when Ratan took over. Nonetheless, J. R. D. followed Ratan's suggestions. In1981, Ratan was named director of Tata Industries, the Group's other holding company, where he became responsible for transforming it into the Group's strategy think-tank and a promoter of new ventures in high-technology businesses. 21 In1991, he took over as group chairman from J.R.D TATA, pushing out the old guard and ushering in younger managers. Since then, he has been instrumental in reshaping the fortunes of the Tata Group, which today has the largest market capitalization of any business house on the Indian Stock Market. TATA INDICOM COMPANY 22 Board of Directors:- MR. KISHORE CHAUKAR:- CHAIRMAN DR.MUKUND GOVIND RAJAN:- MANAGING DIRECTOR MR. ANIL SARDANA:- DIRECTOR MR.KOICHI TAKAHARA:- DIRECTOR MR.S.RAMADORAI:- DIRECTOR 23 Mr. D. T. JOSEPH:- INDEPENDENT DIRECTOR MR.NADIR GOREJ:- INDEPENDENT DIRECTOR 24 Organisational Structure of TATA INDICOM Sales Department structure: 1. Prepaid 2. Postpaid PREPAID: Prepaid: This business is operated through distributor for each particular area, which deals in total kit, which includes both Handsets, and Connection Starter kit. Region Sales Manager Senior sales Executive (Area 1) Asst. sales Executive (1) Asst. sales Executive (2) senior sales Executive (Area 1) Asst. sales Executive (3) Asst. sales Executive (4) Distributor Distributor Distributor Distributor POSTPAID Postpaid: This business is operated by 3 ways: 1. Through direct sales team, which is owned and maintained by, company itself. 2. Through sales agency for each particular area who works on commission basis. 3. Through End-2-End business line means company give complete charge of any particular area or town or mandi to single particular outside firm or individual to operate and maintain the overall activities of the company. 25 4. Relations of customer and representatives of service provider are very harmonious. Representatives always have up-to-date information about market and customer demography and latent needs and wants of the customers. If any customer having any type of problem or query, they are always there to help them. Postpaid: Direct sales team (DST) direct sales agency (DSA) DST Leader (1) DSA Leader (1) DSA Leader (2) DSA Leader (3) DST Members (18) Sales Agencies Sales Agencies Sales Agencies COMPETITORS 26     RELIANCE VODAFONE AIRTEL IDEA SERVICES 27 Tata provides us three services. 1. Landline phones 2. Wireless phones 3. Internet and broadband LANDLINE PHONES 28 Landline Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline Phone services based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say goodbye to excessive billing. Tata Indicom Phone Connections Advantage: • • • • • • Superior voice clarity Instant and hassle - free connections Accurate billing Secure and tamper - proof lines Responsive and friendly service 24 x 7 friendly customer service Benefits & Features Benefits • • • • Seamless voice quality Quick installation & 24X7 support Different flavor of tariff plans to suite business & personal requirement. High speed internet access 29 Product Features • Internet Ready – Inbuilt post-paid Internet access. Every wire line connection is Internet ready. Host of value added services: Call Waiting, Call Forwarding, Call Hunting, 3-way Conferencing, Voice mail services. Connect to any Fax machine, EPABX and Bank Swipe Terminals. • • Instrument Features • • • • • See who's calling with CLI (Caller Line Identification) Get Missed Call details Store family and friends numbers in the in-built phone book Dial frequently called numbers from memory and save time Speaker Phone. ECENTREX 30 Now, simplify your voice and data communication network by subscribing to Tata Indicom eCentrex solution. ECentrex serves the dual purpose of a phone as well as an extention, with direct outward and inward dialing. Enjoy the group calling benefits & bundled Internet on Tata Indicom eCentrex solution. Value Added Service: • Call hold - Allows your operator at reception/security to hold the incoming call before taking your permission to transfer the call to you. • • Call Waiting - Talk to second incoming call and switch to the first one later. Call forwarding – If you are out of your home, forward your important calls from office landline to your mobile phone. • Three-way calling – Get the benefit of making two calls simultaneously. Voice Mail – Record the important messages of callers while you are out on your vacation. 31 WIRELESS PHONES Leaders in Wireless Phone Services and Wireless Landline Phones. Call local anywhere across your state. No waiting period. Get an immediate connection. • • Postpaid Indicom 10 Prepaid Indicom 10 Wireless Phones are easy to use and economical too! Find out about them here! • • Prepaid Walky Postpaid Walky 32 INDICOM 10 Tata Indicom is proud to bring you a revolutionary new home phone - Tata Indicom with a unique 10-digit number for small & semi urban towns. A superior phone with advanced features like Internet, caller ID, speakerphone, address book etc. And Tata Indicom 10 is available in both Prepaid and Postpaid versions, so that you can choose what suits your requirements best... With Tata Indicom 10, you control your monthly home phone budget. Benefits 1. Internet access anywhere you want – no need to be restricted by wires and slow Internet speeds 2. A ‘no-problem’ phone – be freed from the repeated complaints in a Wire line phone due to faulty cables, rains or any other problems. 3. Portability within your Circle. No need to have separate phones for your home and business; no need to change your phone if you shift residence. 4. Feature rich and hi-tech phone – Internet, SMS, Speakerphone, Caller ID, Phone book, ring tones and sleek & trendy looks. A backlit instrument will enable easy visibility through out the day and night. 33 5. An effective rental of just Rs. 150 per month i.e. Rs. 350 rental with Rs. 200 of Free usage value. 6. No waiting period for a Tata Indicom 10 connection. 7. Low call charges – call anywhere in your Circle at just 75p per minute. Call anywhere across the country at just Rs. 1.00/min. And surf unlimited at Night (10pm - 6 am) for free. 8. A wide variety of super saver Add-on packs that will help you save on your phone bill. 9. Receiving call advantage - Calls to Tata Indicom10 from any Phone within the state are Local calls. 10. No additional deposit for STD. Free CLIP, Free Call wait, Free Call forward and Free Voice mail. 34 WALKY Presenting the TATA Indicom Walky with features like Caller Line Identification, SMS, Missed Call details, Internet, Phone book and Speakerphone, with extremely low tariffs. Now, with a choice between a postpaid connection and a prepaid connection, you can regulate your usage the way you want to. 35 INTERNET AND BROABAND Broadband The good old telephone has, for generations, been your link to the world. But now your Tata Indicom landline can do more than you ever thought possible. Presenting, the LANDLINE BROADBAND COMBO. So, go ahead surf our fabulous online content at blistering broadband Speeds, and enjoy the security of being in the most trusted hands in the business - Tata Indicom. Benefits • • • • • • • • • Superior Voice Clarity Choice of best voice tariffs Lowest Monthly Rental on Voice Plan Speed up to 2MBPS 100% Free Call Value on Voice Plan Superior Content Discount on Installation charges No modem rental . 36 PHOTON WHIZ • The Photon Whiz /Vdata card offers data transfer and access at high speeds. Just switch on your PC / laptop and get connected, so you don’t miss out on any critical information even while you are on the move. Connects directly to the Tata Indicom network with the minimal user steps and fastest network registration. • The Voice Advantage • Now you can make and receive voice calls without any hassles. All you need to do is connect the earphone jack provided with the Photon Whiz / Vdata card. (Photon Whiz does not support Voice calls) Provision of caller Id. Voice calls at attractive call rates. • • The SMS Advantage • • • Two-way messaging facility available on both devices. Send messages while you are connected on your voice call or Internet mode. Useful for being online, and being able to send and receive message. 37 MOBILE BROADBAND SERVICES (PHOTON+) Tata Teleservices introduces Tata Photon+ its new Mobile Broadband Service, the next generation technology for Hi speed Mobile Internet connectivity solution. With Tata Photon+ service you now have access to Mobile Internet at never before speeds, wherever you are. Tata Photon+ service gives you the freedom to access Internet anywhere in your office and also gives you consistent performance. So now go ahead & subscribe to this innovative new service from Tata Teleservices & enjoy a truly world class, first of its kind Internet experience. Internet In the Mobile Handset Now you have the power of browsing the Internet on your Tata Indicom Mobile. Features • • • • • Browse any Internet Website on your phone. Multi language support on Huawei 2900i. Fast Zoom in Zoom out of web sites. Downloadable application on select BREW based handsets Upload or download files from/to mobile to the websites. 38 • • Chat via a chat clients like messengers, or from websites that use Java script. Playing flash animation or videos. 39 RESEARCH METHODOLOGY 40 Research Objectives 1. 2. To know about Customer dealing Techniques. To know about Customer complaints solving techniques. To know about Customer views on network coverage in Rural Areas of the Region. To know about Customer-service provider relations. To know about Customer perception regarding TATA. 3. 4. 5. 41 RESEARCH RESEARCH Research comprises defining and redefining problems, formulating hypothesis or suggested solutions, collecting, organizing and evaluating data, making deductions and reaching conclusions and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. RESEACH DESIGN: Research Design is an arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. My research design is descriptive. 42 SCOPE OF RESEARCH PROJECT The scopes of research work are as following:  To gain familiarity with a phenomenon or to achieve new insight into the subject of Telecommunication market.  To get knowledge about the behavioral aspect of the consumer in using the Mobile phones.  Extension, verification and correction of knowledge.  Initiation, formulation and clarification of theories.  Desire to get an intellectual joy of doing some creative work.  Desire to face the challenge in solving the unsolved problem. 43 DATA COLLECTION TECHNIQUES Primary Data Collection: The data is collected as primary data. The market research is conducted and raw material is collected through preparing a set form of questionnaire. The various questions are asked from the respondents and then, whatever the data collected, that is sorted out in one logical and easily understandable form. Secondary Data Collection: The supporting data is collected from various sources like Internet sites of TATA India Mobile, India Times, and educational sites i.e. wikipedia.com. SAMPLING PLAN 44 After deciding on the research approach and instruments, the next step for the research is sampling plan. This calls for two decisions: -Sampling Unit -Sampling Technique -Sampling Size Sampling unit: Sampling unit i.e. who is to be surveyed? For this project or research, sampling unit is sales force and retailers. Sampling Technique: The technique, which is used to collect the samples from the selected population, is convenience-sampling technique, which is the part of the non-probability sampling technique. Sampling Size: I have got filled 80 questionnaires from the retailers having shops in various parts of kurukshetra. Contact Method 45 Personal filling of questionnaires is best way to reach people, to understand their behavior, their expectations and enquire much more about study. Therefore I have got these questionnaires filled by personal contact. RESEARCH METHODOLOGY AT A GLANCE:- NAME OF STUDY Data used Source of primary data Source of secondary data Time duration Sample size Sample procedure Region DESCRIPTION Primary & Secondary Retailers, Sales force Newspaper, Magazines, Annual Report, Internet etc. 2 Months. 80 Convenience sampling Kurukshetra (HARAYANA) 46 MARKET SURVEY ANALYSIS, INTERPRETATIONS AND PRESENTATIONS 47 1) MOBILE PREFERENCES. 80 70 60 50 40 30 20 10 0 Yes No 48 .2. People preferences about different telecom services. 40 35 30 25 20 15 10 5 0 Vodafone BSNL 14 8 38 20 TATA Airtel 49 3. Customer those are using TATA INDICOM mobiles. Total Yes 38 No 42 Total 80 43 42 42 41 40 39 38 38 37 36 Yes No 50 4. Customer preferences about TATA INDICOM. 90 80 70 60 50 40 30 20 10 0 Total Very good Good Av erage Poor Total 51 5. Customer preferences about the various services offered by tata indicom. 90 80 70 60 50 40 30 20 10 0 Total Very Good Good Av erage Poor Total 6 persons liking about prepaid and post paid connection. 52 90 80 70 60 50 40 30 20 10 0 Total Postpaid Prepaid Total 90 7. Call charges of TATA INDICOM in comparison to other companies. 80 70 60 50 40 30 20 10 0 Total High Charges Less Charges Normal Charges Z Charges ero T otal 53 8. Liking of message package of TATA INDICOM. 90 80 70 60 50 40 30 20 10 0 T otal Yes No T otal 54 9. Image of TATA INDICOM in the mind of consumer. 9 0 8 0 7 0 6 0 Po or 5 0 4 0 3 0 A eae vr g Go od Vr Go ey od Tt l oa 2 0 1 0 0 Tt l oa 55 10. Satisfaction level of customers. 90 80 70 60 50 40 30 20 10 0 Total Y es No Total 56 CONCLUSION 1. Customer dealing techniques are as follows:a) Bill of TATA postpaid is accurate and in detailed manner, which is self-explanatory which, provides convenience and sense of reliability in the minds of the customers. b) c) cost d) TATA has wide range of handsets at lowest prices, which are TATA has widest range of plans in both postpaid and prepaid at lowest TATA is providing latest and edge technology enabled value added available in the market, as well as at distributor net. services to the customers which other companies are not providing 57 2. Customer care services which are provided by the company are as follows:a) b) c) For making Complaints For having some Queries For filling any type of Request Complaints may be arisen due to fault in the handset, non- availability of connections, non-availability of recharge vouchers, change of billing plan by company without prior information to the customer etc. Queries may be of any type like query regarding billing, services, value-added services, billing plan, billing cycle period, activation-deactivation etc. Customer can file a Request for any thing like activation or deactivation of services, billing information, bill plan changing etc. 3. Services are provided by the company very fast. Lead time to avail the services to the customer is very short. a) For Post-paid mobile services, when customer submits its required documents to customer care office, connection gets activated within 8 hours after collecting the documents. b) For Pre-paid mobile services, connection are getting activated immediately at the time of purchasing after collecting required documents and submitted later to the company. c) For Landline services, is get activated within 2 days after the installation of TATA landline at customer’s premise and collect required documents and do verification. 58 4. TATA is increasing its network base day by day. But there are some problems he is facing covering rural area because of increasing traffic of other mobile service providers. TATA has its presence in 20 circles, which includes 33000 towns and 113000 small villages across India. 5. Comparative study of TATA with that of BSNL landline: Sr. No. 1 2 3 4 5 6 7 8 Basis of Points Wireless CLIP Facility In-built Modem Polyphonic Ring tones SMS Facility Games Facility 500 phone memory Different Profiles i.e. outdoor, indoor, silent etc. TATA Yes Yes Yes Yes Yes Yes Yes Yes BSNL Landline No No No No No No No No 59 LIMITATION AND PROBLEMS 1. Sometimes people don’t give appropriate information and fill the Mostly persons don’t want to give information and act rudely. People don’t have time to fill questionnaires in their busy schedule. lack of knowledge about tata indicom. questionnaire casually. 2. 3. 4. 60 RECOMMENDATION AS PER FINDINGS After analyzing properly the information gathered through the mentioned methodology, we come to the following suggestions to improve the service quality level of the Tata teleservices ltd. This would help for better market access: 1. The most important Thing Company should do is that expands their network coverage and delivers strong network coverage to the customers. 2. Company should adopt strong market expansion strategies. 3. Company should adopt aggressive advertising campaign. Tata should be visible at everywhere so that it can change the narrow perception of people who are not accepting Tata as telecommunication service Provider Company. 61 4. Company should held proper and sufficient sales and marketing staff so that they can be available at everywhere and anytime which increases the sense of reliability and faith in the minds of the retailers and also customers. 5. Company should give more attractive activation schemes to the retailers so that they can push the sales. 6. Time to Time Company makes changes in the rates, margins, and activation schemes. Whatever the changes are made, representatives should convey all stocks and scheme related decisions to the retailers at right time, so that they don’t make any wrong commitments to the customers. 62 WEBSITES:  www.TATAINDICOM.com  www.TATAGROUP.COM  www.wickypedia.com BOOKS:NAME  Marketing Management  Research Methodology AUTHOR -PHILIP KOTLER -C.R. KOTHARI Appendix Questionnaire Name: Q 1. Do you have a Mobile? 1. Yes 2. No Q 2. Which Company Telecom service are you using? 1. Vodafone 3. TATA 2. BSNL 4. Airtel What you Doing: - Q3. Have u ever use the service of TATA INDICOM. 1. Yes 2. No 63 Q 4. How does u like the service Provide by TATA Indicom? 1. Very Good 3. Good 2. Average 4. Poor Q 5. What do u thinks about the various offered Provide by TATA Indicom 1. Very Good 3. Good 2. Average 4. Poor Ques.6. what types of connection do you like? (1) Post-paid (2) Prepaid Ques.7. what do you think about the call charges of TATA mobile Compared to other companies? (1) High Charges (3) Less Charges (2) Normal Charges (4) Zero Charges Ques.8. whether you like message packages provided by the company? (1) Yes (2) No Ques.9. what kind of thought or image comes in your mind when you hear the name of TATA Indicom? (1) Poor (3) Good (2) Average (4) Very Good Ques.10. Are you satisfied with the call rates of STD/ISD of TATA Company compared to other companies? (1) Yes (2) No 64 65