Beruflich Dokumente
Kultur Dokumente
ON
A Study on Consumer Orientation towards
Prepaid & Postpaid Mobile Services"
with special reference to Reliance
SUBMITTED TO
KANPUR INSTITUTE OF MANAGEMENT
STUDIES
(AFFILIATED TO UTTER PRADESH
TECHNICAL UNIVERSITY, LUCKNOW)
CERTIFICATE
This is to certify that Ms. Diksha Gupta student of two year fulltime
master of business administration course of our institution has
successfully completed his research report on the topic "A
Study on Consumer Orientation towards Prepaid & Postpaid
Mobile
Services
with
Communications Ltd."
special
reference
to
Reliance
Under guidance of
Submitted to
Mrs. Rashmi Agnihotri
Jauhari
Mr. Ankur
(H.O.D)
PREFACE
dissertation report.
customer satisfaction level who are using reliance prepaid services. it has also
used information which is given on the website of Reliance Communications.
It focuses on dynamic interactions between the organization and customers as
well as competitors in the market and its internal stakeholders.
Customer orientation and sales orientation are two extremes in dealing with
customers. A salesperson can never adopt both attitudes in serving a customer.
Customer orientation places an emphasis on listening to customers.
ACKNOWLEDGEMENT
A research report is an integral part of an MBA curriculum. It helps the student
to undergo a simulation test of what the student is going to face in his future job sphere
and a taste of practicality. The competitive atmosphere, the ups and downs in the cycle
of the industry, the enthusiasm of interacting with newer people and gaining vast
practical knowledge is what a researcher goes through during his /her months in any
particular industry.
The research project has enhanced my managerial skills and made me opt to
face all the hurdles in my future.
The vast knowledge that I have gained while doing my research work helped
me to enhance my managerial skills. I consider myself proud to be a part of Kanpur
Institute Of Management Studies, Unnao and specially would like to thanks to my
project guide Mrs. Rashmi Agnihotri, lecturer for helping me with my report writing.
and giving me, her advise to do better and finally at last I give to special thanks to my
friends and Liberian who to their support on searching the matters ,preparation of my
research report.
DECLARATION
I, Diksha Gupta, student of MBA IV Sem. (2013-15), hereby, declare that the work
Study of "A Study on Consumer Orientation towards Prepaid & Postpaid Mobile
Services with special reference to Reliance Communications Ltd".With full faith
for my guide as well as my study I presented,my theory as well as practical knowledge
in the form of this report my own effort is genuine to the best of my knowledge.
TABLE OF CONTENTS
Chapter 1 Introduction
1.1 Objectives of the study
3.3 Vision
3.6 Careers
3.7 Network
13
15
15
15
15
15
16
16
17
5.1 Tariff
19
21
23
25
25
27
Roaming
28
Calling Cards
41
FAQ
44
Competitors
52
54
70
Chapter 8- Conclusions
72
Bibliography
74
Questionnaire
INTRODUCTION
The study is important as there is a huge gap between the number of pre-paid
users and post paid users. This study will observe the factors that lead a
customer to go for a pre-paid connection instead of post-paid connection .
Based on such a background, this research will help to highlight the factors
responsible for less number of post-paid subscribers. This study will also help
the organization to heal the reasons responsible for such less number of postpaid subscribers & will also suggest measures to improve the number of postpaid subscribers.
Reliance
Communications
is
revolutionising
the
way
India
COMPANY PROFILE
Founder of Reliance Communication
About Sh. Dhirubhai Ambani
earned money in the Reliance Textile IPO, promising them, in exchange for
their trust, substantial return on their investments. It was to be the start of one
of great stories of mutual respect and reciprocal gain in the Indian markets.
Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of
the greatest growth stories in corporate history anywhere in the world, and went
on to become Indias largest private sector enterprise.
Throughout this amazing journey, Dhirubhai always kept the interests of the
ordinary shareholder uppermost in mind, in the process making millionaires out
of many of the initial investors in the Reliance stock, and creating one of the
worlds largest shareholder families.
Dhirubhai preached and personally practised one mantra throughout his
life: Dream with conviction.
He built the Reliance empire from scratch and, in a short span of 25 years, it
catapulted to become one of the top Fortune 500 corporations of the world
an achievement unparalleled in history.
He was deeply rooted in traditional Indian values, and at the same time,
Dhirubhai possessed a very modern outlook - truly that of a 21st century
person. His corporate philosophy was short, simple and incredibly effective:
Think big. Think different. Think fast. Think ahead. Aim for the best. This was
clearly reflected in his passion for mega-sized projects, as well as his
fascination for cutting-edge technology and desire to always achieve the
highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration
for one and all. By practicing what he preached, he inspired and encouraged
everyone to surpass the best in the world.
Dhirubhai fully realised that true empowerment of the people is possible only
through education. Being an effective communicator, he continued to inspire,
guide, educate and motivate everyone through his communications. He was a
firm believer in the power of information and communication, and how it can be
utilised and turned to the advantage of one and all, by making time and
distance irrelevant.
He would always say that if a telephone call could be made cheaper than a
postcard, it would transform every home, empower every Indian, remove every
obstacle to opportunity and growth, and tear apart every barrier that divides
Indian society. He was convinced that infocom could energise enterprises, drive
governance, and render learning an interesting experience, apart from making
life exciting.
Keeping his conviction as our credo, Reliance Communications is committed to
transform Dhirubhais dream into a reality.
Few men in history have made as dramatic a contribution to their countrys
economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani.
Fewer still have left behind a legacy that is more enduring and timeless.
As with all great pioneers, there is more than one unique way of describing the
true genius of Dhirubhai: the corporate visionary, the unmatched strategist, the
proud patriot, the leader of men, the architect of Indias capital markets, the
champion of shareholder interest.
But the role Dhirubhai cherished most was perhaps that of Indias greatest
wealth creator. In one lifetime, he built, starting from the proverbial scratch,
Indias largest private sector enterprise.
When Dhirubhai embarked on his first business venture, he had a seed capital
of barely US$ 300 (around Rs 14,000). Over the next three and a half
decades, he converted this fledgling enterprise into a Rs 60,000 crore
colossusan achievement which earned Reliance a place on the global
Fortune 500 list, the first ever Indian private company to do so.
Dhirubhai is widely regarded as the father of Indias capital markets. In 1977,
when Reliance Textile Industries Limited first went public, the Indian stock
market was a place patronised by a small club of elite investors which dabbled
in a handful of stocks.
Undaunted, Dhirubhai managed to convince a large number of first-time retail
investors to participate in the unfolding Reliance story and put their hardearned money in the Reliance Textile IPO, promising them, in exchange for
their trust, substantial return on their investments. It was to be the start of one
of great stories of mutual respect and reciprocal gain in the Indian markets.
Under Dhirubhais extraordinary vision and leadership, Reliance scripted one
of the greatest growth stories in corporate history anywhere in the world, and
went on to become Indias largest private sector enterprise.
Through out this amazing journey, Dhirubhai always kept the interests of the
ordinary shareholder uppermost in mind, in the process making millionaires
out of many of the initial investors in the Reliance stock, and creating one of
the worlds largest shareholder families.
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 Indias 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 Dhirubhais 70th birthday, though sadly after his
unexpected demise on 6 July 2002.
Reliance
Communications
is
revolutionising
the
way
India
for one and all. By practicing what he preached, he inspired and encouraged
everyone to surpass the best in the world.
Dhirubhai fully realised that true empowerment of the people is possible only
through education. Being an effective communicator, he continued to inspire,
guide, educate and motivate everyone through his communications. He was a
firm believer in the power of information and communication, and how it can be
utilised and turned to the advantage of one and all, by making time and
distance irrelevant.
He would always say that if a telephone call could be made cheaper than a
postcard, it would transform every home, empower every Indian, remove every
obstacle to opportunity and growth, and tear apart every barrier that divides
Indian society. He was convinced that infocom could energise enterprises, drive
governance, and render learning an interesting experience, apart from making
life exciting.
Keeping his conviction as our credo, Reliance Communications is committed to
transform Dhirubhais dream into a reality.
Sh. Dhirubhai Ambani Dream
Think big. Think different. Think ahead
Dhirubhai preached and personally practiced one mantra throughout his
life: Dream with conviction.
He built the Reliance empire from scratch and, in a short span of 25 years,
catapulted it to become on of the top Fortune 500 corporations of the world
an achievement unparalleled in history.
He was deeply rooted in traditional Indian values, yet Dhirubhai possessed the
outlook of a modern man truly a person of the 21st century. His corporate
philosophy was short, simple and incredibly effective: Think big. Think
different. Think fast. Think ahead. Aim for the best. This clearly reflected in his
passion for mega-sized projects, as well as his fascination for cuttingedge
CHAIRMANS PROFILE
Anil D. Ambani
He is a member of:
Conferred the CEO of the Year 2004 in the Platts Global Energy
Awards.
Rated as one of Indias Most Admired CEOs for the sixth consecutive
year in the Business Barons TNS Mode opinion poll, 2004
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 Asia week 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.
CAREERS
An exciting future at Reliance Communications
Our service is based on a very simple principle: provide the world's best
customer experience.
This we achieve through a winning combination of global competencies,
pioneering technology and state-of-the-art customer-centric systems and
processes.
Our mission of changing lives across India meant that we needed to have a
nationwide presence something we achieved in a relatively short span of
time. Our dream of helping people create, transfer and apply knowledge
challenged us to bring together contemporary communication technology from
across the world.
Now our operations are spread across 673 cities and span a host of various
kinds of services. Our business is organised around the following categories:
wireless, wire line, wholesale, the Reliance World/Reliance Communications
outlets and village telephony. The work is executed through different work
centres like Engineering, Internet data centres, Billing and Collection centres,
Systems and Application centres in ERP, CRM, OSS billing, revenue assurance
and functions like Commercial, Finance, HR and IT. We manage this integrated
diversity by leading with trust. What differentiates us and fuels our growth is
leadership.
The following attributes define future leadership at Reliance Communications:
Customer centricity.
Contact Details
We are reachable anywhere, anytime.
Customer Service:
Whether you are a customer, a prospective partner, or just a curious citizen, we
are here to answer your questions. You can access our customer care call
centre 24 hours a day, 7 days a week, from anywhere in India
Customer service form: Fill in the form online and submit.
E-mail: customercare@relianceada.com
Customer Service - Reliance Mobile or Reliance Hello (FWP/ FWT only):
For Postpaid: Dial * 222 from your Reliance Phone or 30333333 from any
other phone.
For Prepaid:
Dial *333 from your Reliance Phone or 30333333 from any other phone.
Dial *369 from your Reliance Phone for access to Admin menu (For checking
the account balance, Recharge and Language change option).
Dial *225 (SMS option for retrieving account balance and STV validity) or SMS
'BAL' to 53670.
Dial *367 (Express account balance).
NETWORK
S.No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
S.No
1
2
Name of States
Andhra Pradesh
Bihar & Jharkhand
Chennai
Delhi
Gujarat
Haryana
Himachal Pradesh
Karnataka
Kolkatta
Kerala
Madhya Pradesh
Maharashtra & Goa
Mumbai
Orissa
Punjab
Rajasthan
Tamilnadu
Uttar Pradesh (East)
Uttar Pradesh (West)
West Bengal / Sikkim
Union Territories
Chandigarh
Pondicherry
CONCEPT OF PREPAID & POSTPAID PLANS
Tariff
Choose from the simple and attractive range of tariff plans that suits your
needs.
Jaadu Pack
Jaadu packs offer attractive calling rates for Local, STD & as well as while
Roaming. It reduces calling rate significantly from base tariff
Unlimited Calling
No more tension of call rates. Recharge with any of the voucher of unlimited
on-net plan and enjoy Free calling throughout the day to local Reliance Mobile.
Top Up Cards
Now you can recharge your prepaid with any amount, from Rs.10 to Rs.10,000.
So don't let your budget stop you. Choose a recharge value that suits you and
stay mobile.
Life Time Validity
Enjoy Lifetime validity on your Reliance Pre-paid Mobile and stay connected.
SMS Top up Cards
For person to person SMS, enjoy the SMS Topup cards. Its for people who love
to send SMS.
E Recharge
Recharge your prepaid mobile by visiting any Reliance World or a Retailer
offering e-charge facility. And forget about scratching the paper vouchers.
How to Sign On
Whatever be your usage pattern and your budget, we have the plan for you.
Online Recharge
Now recharge your Reliance Mobile prepaid account online. No longer need to
rush to the nearest Reliance World or your retailer every time you run out of
your prepaid account balance.
5.1 Tariff
The Power of Prepaid
Discover the power of prepaid. No more headaches of paying monthly rents, or
the shock of running up huge bills. Our prepaid plans are specifically designed
to suit each and every budget. We offer a wide choice of plans with economical
tariff rates. Just click on your circle to find out:
Basic Plan:
Tariffs
All Local Calls
All STD Calls
Rs.1.00
Rs. 1.50
Roaming
All Incoming & Local Outgoing calls
All STD Outgoing calls
Rs.1.00
Rs.1.50
All other
Countries/Region
USA, Canada, Fixed lines in Europe,
Plans
Rs.6.00 per
Plans
Rs.6.40 per
min.
min.
Rs.8.00 per
min.
min.
Rs.40.00 per
Vanuatu
min.
min
National Roaming
All Incoming & Local Outgoing calls
All STD Outgoing calls
SMS
Local
Application
National
International
Rs.1.00
Rs.1.50
Rs.1.00
Rs.3.00
Rs.2.00
Rs.5.00
MRP
Rs.49
Reduces Local call rates upto 50%. All STD & Roaming Calls
Rs.79
@ Rs.1
Reduces Local call rates upto 30%. All STD & Roaming Calls
Rs.98
Rs.195
Rs.799
The free usage in Rs 195 Jaadu Pack is subject to a fair cap of 1,000 minutes
SMS JAADU <MRP> to 53739 to avail the benefit. (ex. SMS JAADU49 and
send it to 53739)
MRP
Rs.
799
Rs. 195
Rs.
98
Rs.
49
Rs. 79
Rs. 35
30
30
30
30
30
30
Free
1000
minutes
free
Rs.
0.33
Rs.
0.33
Reliance Mobile
Local
Rs.0.50 Rs.1.00
Reliance Fixed
Other Mobile
Rs.
0.99
Rs. 0.99
Other Fixed
Reliance Mobile
STD
Rs.
0.49
Rs.
0.99
Rs.
1.50
Free
Reliance Fixed
Other Mobile
Rs.
0.49
Rs.
1.50
Rs. 1.50
Rs.
1.00
Rs.
1.00
Rs.
1.00
Rs.
1.50
Other Fixed
All Incoming &
Local Outgoing
Roaming calls
All STD
Outgoing calls
Rs. 1.00
Rs.
1.50
Rs. 1.50
Rs.
1.00
Rs.
1.50
JAADU Pack Rs. 49 offers All Local calls @ Rs. 0.49 in Mumbai &
Maharashtra circles.
Rs. 195
30
Free
Rs. 0.99
Rs. 1.50
Rs. 1.50
Rs. 399
Talk time
Rs. 175.00
Validity(Days)
30
Free
Rs. 0.49
Rs. 1.50
Rs.10.00
30
30
The top-up card can be used for person-to-person SMS for personal use
and not for any commercial use.
Now set yourself free with the new Reliance Mobile. Choose from our wide
range of handsets and then choose a SIM of just Rs 99 to get connected or Rs
299 SIM to stay connected for lifetime.
Passport.
Arms License.
Driving License.
Photo Identity card having address.
Election Commission ID card.
Any Other document containing photograph includes
Central Government Health Scheme (CGHS/Ex-Servicemen
Contributory Health Scheme (ECHS)card
Certificate of Address having photo issued by MP/MLA/Group A Gazette
Officer in letter head.
Certificate of Address with photo from government recognized
educational institutions (For Students only).
Certificate of Address having photo, issued by village Panchayat head
(for rural areas).
If you want to submit separate document for identity and for address then the
options available are:
For Identity
Income Tax PAN Card
Photo Credit Card.
For Address
Ration card
Water Bill (Not older than last months)
ROAMING
Reliance India Mobile offers you an excellent coverage in and outside India:
Value Roaming:
Stop Costly Roaming. Start Value Roaming
Reliance World Roaming:
Now roam across 200 countries and 350 GSM and CDMA networks with your
Reliance number.
Value Roaming
Value Roaming lets you roam the length and breadth of India, at unbelievably
low rates.
As part of the Launch offer, you enjoy:
Reliance Value Roaming lets you make and receive calls without any Roaming
airtime charges, send and receive SMS,retrieve Voicemails from anywhere
outside your home circle all at home tariff plan rates at a nominal monthly rental
of Rs.25. You can roam with a single number on a single network across India.
Whats more, you can experience the same 24-hour Customer Care Service
with a single toll-free number, from anywhere in the country. In short, you can
save substantially on your Roaming bill.
Reliance Value Roaming lets you roam across 1101 towns within the
following Telecom Circles:
Andhra Pradesh, Bihar (including Jharkhand), Delhi NCR, Gujarat, Haryana,
Himachal
Pradesh,
Karnataka,
Kerala,
Madhya
Pradesh
(including
Circle
Service Area
Andhra
Entire State.
Pradesh
2
Bihar
Delhi
Gujarat
Haryana
Himachal
Pradesh
7
Karnataka
Entire State.
Kerala
Madhya
Pradesh
Maharashtra including Goa (Not including: Local
10
Maharashtra
11
Mumbai
12
Orissa
Entire State.
13
Punjab
14
Rajasthan
15
Tamil Nadu
Entire State.
Tamil Nadu including Union Territory of Pondicherry
(Not including: Local areas served by Chennai
Telephone District, Maraimalal. Minjur &
Mahabalipuram Telephone Exchanges).
Local area served by Chennai Telephone District,
16
Chennai
17
West Bengal
18
Kolkata
19
UP (East)
20
UP (West
Stay connected with your loved ones on a single number the world over.
Make and receive Calls and SMS and even access your voice mail while
you roam.
You can roam on our CDMA partner networks with your Reliance India mobile
CDMA handset.
For roaming on our GSM partner networks, just insert the World roaming SIM
card provided by us in to a suitable GSM handset and enjoy roaming.
So, whenever nostalgia sets in, remember youre just a phone call away.
Facilities Available while roaming:
4000/-*
150/-
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
Just switch off and switch on your CDMA handset and enjoy roaming on CDMA
partner networks.
Dialing Plan while roaming on CDMA networks
Dialing within the Visited Country
To Landline <National access Code> <area code> < Telephone number>
To Mobile <National access Code> <mobile number>
Dialing outside the Visited country
<International Access Code> <country code> <area code>
To Landline
<telephone number>
To Mobile <International Access Code> <country code> <Mobile number>
For example, if you are calling from USA
To call a fixed line number in Mumbai please dial 011 91 22 (your home
phone number)
Handset will register on the available network. This process will take few
minutes.
Handset will register on available network. This process may take few
minutes.
For roaming on GSM partner networks, you need to insert the Reliance World
Roaming SIM in a suitable GSM handset.
For accessing 900/1800 MHz networks, you need to use a dual band
GSM handset.
For accessing 1900 MHz networks, you need to use a Tri-band handset.
For accessing 850 MHz networks, you need to use a Quad band
handset.
For accessing satellite networks you need to use Satellite mobile e.g.
Ericsson R190 handset.
4000/- *
150/-
Step 3: Dial *228 and follow the instructions of the voice guide to
download PRL on your phone. You will receive a second confirmation of
successful activation of World Roaming on your phone. You will then be
ready to roam on CDMA networks.
Activation of World Roaming on GSM handset:
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
To call a fixed line number in Mumbai please dial 011 91 22 (your home
phone number)
For accessing 900/1800 MHz networks, you need to use a dual band
GSM handset.
For accessing 1900 MHz networks, you need to use a Tri-band handset.
For accessing 850 MHz networks, you need to use a Quad band
handset.
For accessing satellite networks you need to use Satellite mobile e.g.
Ericsson R190 handset.
Subscription Charges:
Security Deposit (Rs.)
Monthly Rental (Rs.)
4000/- *
150/-
Step 2: Send a SMS with text PRL to 3733 from your Reliance Mobile.
You will then receive a message prompting you to dial *228.
Step 3: Dial *228 and follow the instructions of the voice guide to
download PRL on your phone. You will receive a second confirmation of
successful activation of World Roaming on your phone. You will then be
ready to roam on CDMA networks
.
Activation of World Roaming on GSM handset:
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
In case you need to contact us while you are abroad, you can call our 24 hour
customer care on 91 22 30333535. This call will attract international long
distance
call
charges.
You
can
also
us
at
Customer
Download latest PRL in the handset every time before you leave
Deactivate call forwards on your handset
Ensure that your frequently used numbers are stored in your phone book
in the international dialing pattern
Carry Reliance World Roaming SIM and a GSM handset for using
roaming on GSM partner networks
Ensure that your handset is suitable for roaming on the partner networks
in visiting country
Carry phone charger, travel adapter and your welcome kit with you.
2. On returning to India, just switch off and switch on your CDMA handset and
use it like before.
3. Reliance World Roaming SIM does not work in India.
CALLING CARDS
1. Reliance World Card
The world is just a call away. With the Reliance World Card you can make ISD
calls from any Reliance phone, be it postpaid (Reliance India Mobile/Fixed
Wireless phone) or RIM prepaid even without a Pre-activated ISD facility! The
Reliance World Card also gives you exceptional voice clarity and superior
calling experience, all at exceptionally attractive rates.
to any network as well as fixed line phone. The company is also offering a flat
STD call rate of Rs. 1 to any network across India.
Currently, the company is rolling out two SMS packs. For light SMS users, the
company is offering free 100 local and national SMS bundle at a monthly
charge of Rs. 25. For mega SMS users, Reliance Mobile is offering free 1000
local and national SMS bundle for a monthly charge of Rs. 60. For low-usage
subscribers, Reliance Mobile is offering Rs. 199 plan as part of its GSM
postpaid launch in Mumbai. The company has bundled a local usage discount
of Rs. 150 with this plan.
Recently, Reliance Mobile became the first company in the world to add over 11
million new subscribers in a span of three months. The company added these
subscribers post the launch of its GSM services in India. With an addition of 3
million new subscribers during March 2009, Reliance has added the highest
number of new subscribers in the industry for the third consecutive month.
Reliance Infocomm was started in 1999 by the Dhirubhai Ambani group of
companies with a mission of capturing a share of the Indian Telecom market. A
leading
over 54
million
the Auto Pay registration form which is available in any Reliance World or
Reliance Communications Outlet. After that your service will be activated within
two weeks and you will receive the SMS with the date on which your service
has been activated. Each month your bill will be paid automatically with the
help of your bank account / credit card account.
Pay your bill by net banking:
Bills through service providers like www.billdesk.com or www.billjunction.com.
Even you can pay through online with the utility bill payment services of any
partner bank. Now the registered users will receive an email alerts for new
Reliance Postpaid bill. They can even see bills electronically and make their
payments through specified bank accounts.
Pay your bill through Reliance Mobile World:
You can even get a PIN from Reliance Mobile World and pay your bill through
Visa or MasterCard or by Internet banking through your HDFC Bank, ICICI
Bank or State Bank of India account.
FEATURES:
You can access online anytime, anywhere. You will receive your bills
online and you can make payments during 24x7x365.
You can use your existing bank accounts to make payments (specified
banks only).
Reliance postpaid
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 Indias leading integrated telecommunication
company with over 85 million customers. A 80,000 km seamless, pan-India
fibre optic backbone ensures a congestion free network and almost zero call
the
Bombay
Stock
Exchange,
it
is
Indias
leading
integrated
For the first time, STD calls between state capitals at just Rs.1.20 for 3
minutes with the Hello Capital Plan. Ahmadabad, Bangalore, Bhopal,
Bhubaneswar,
Chandigarh,
Chennai,
Delhi,
Dehradun,
Panjim,
Get a form from the dealer or in the shop. Fill the form.
You will be asked to provide a passport sized photo and you should self attest the photo copy.
They will activate your number in two hours. When the form and the
identity and address proofs reach the head office, there will be a
verification of the submitted forms. The officers may come to your
house or work place or whatever addresses you have given and check
in with the provided details. Only if the details given are true you can
continue using your SIM card. Sometimes, you will be asked to re
submit the address and the identity proofs. But this is in some rare
cases.
The various options to pay the Reliance Postpaid Card bill will be convenient
and easy. It includes the following options as listed below.
You can pay your bills through service providers like www.billdesk.com or
www.billjunction.com. Even you can pay through online with the utility bill
payment services of any partner bank. Now the registered users will receive an
email alerts for new Reliance Postpaid bill. They can even see bills
electronically and make their payments through specified bank accounts.
Pay your bill through Reliance Mobile World:
You can even get a PIN from Reliance Mobile World and pay your bill through
Visa or MasterCard or by Internet banking through your HDFC Bank, ICICI
Bank or State Bank of India account.
FEATURES:
You can access online anytime, anywhere. You will receive your bills
online and you can make payments during 24x7x365.
You can use your existing bank accounts to make payments (specified
banks only).
Reliance Mobile brings a special offers for all our esteemed customers to
explore our next-generation congestion free network and unparalleled
services to bring alive your conversations
Applicable for all existing subscribers
Simply Reliance Plan
MRP
Rs.48
I/c Validity
Lifetime*
Special Tariff for lifetime
50p
50p
National
Roaming
50p
calls
All Incoming calls
50p
Rs.6.40 per
min.
Rs. 9.19
per min.
Rs. 40.00
per min.
Vanuatu
Satellite calls to Inmarsat region (00870) - call rate at
Rs.5.83/second
SMS#
Local
Application
50p
Rs.3
National
50p
International
Rs.5
#SMS charges in national roaming are same as displayed
above
CURRENT OFFERS
Applicable for all existing subscribers
Tariff Plan
Monthly Fixed Charges
Monthly rental Plan fee
Service Tax - extra @
10.30%
Min Monthly Commitment
CLIP Charges
Product Discount
Free talk time
Free SMS
Other Rs.
Monthly variable Charges
Intra
Onnet
Off Net Reliance CDMA
Off Net Other Mobiles
Fixed
Inter
Onnet
GSM
Fixed
Special CUG Features Calls made within Group
ISD
US, Canada, Europe (fixed
line), Australia, New
Simple99
Simple399
99
399
10.2
41.1
109.2
Nil
440.1
Nil
NA
Rs 99 Local and
Local Talktime
Rs 399 Local and
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
NA (1)
NA (1)
6.4
6.4
9.19
9.19
Oceania
SMS
Local
National
International
Roaming
Incoimg
Outgoing - Local
Outgoing - STD
Roaming SMS
Local
National
International
40
40
0.5
0.5
5
0.5
0.5
5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
0.5
5
0.5
0.5
5
NOTE :
(1) Optional CUG feature available with additional payment of Rs.50
(2) Pulse rate for all calls is 60 seconds.
(3) SMS rates applicable after SMSes are exhausted.
Smart Roam
For our post-paid subscribers, we offer easy roaming option when they roam in
any of the Reliance GSM operational locations. Under this service, we provide
our subscribers low charges for making and receiving calls from their Reliance
Smart connection. This service is available only for the subscribers of Madhya
Pradesh, Chhattisgarh, Bihar, Jharkhand, Orissa, Himachal Pradesh and West
Bengal. For Tariff details, click here
National Roaming Prepaid
How to activate ?
National Roaming is auto activated as default service with every new
connection.
How to activate ?
National Roaming can be activated writing an application to the
company along with the required security deposit.
International Roaming
International roaming offers the access to the finest roaming footprints in most
of the GSM countries in North America, South America, Europe, Africa,
Oceania, Far East Asia and Central Asia.
Mandatory points for subscribers
He should have Triple IMSI Sim cards in possession with him before
leaving the network.
We also offer news headlines of the day. You can stay in touch with
valuable business information.
English 2 English Dictionary: Here you may check spellings or learn new
words on your mobile phone. You may also use SMS to ensure that you
are never at a loss for words again.
Thought for the Day: Here you will get an inspirational Thought of the
Day on your Mobile phone.
Joke
Example: If you want news, simply type NEWS (you may type in Capital
letters,
instantly.
Note: Menu structure varies from handset to handset. Please check your
handset manual for precise Menu Options.
How do I know that the message has been sent successfully?
After you compose the message, key in the destination number and press
send. The handset screen will indicate (graphically and /or textually Sending
Message) that it is trying to send the message. Once it has been sent
successfully, the handset screen will display the message Message Sent
successfully.
Will I receive response to my SMS Application, when I am on a call?
You will receive the message when you are on a call. When you are receiving
an incoming message during a voice conversation, your phone automatically
mutes the ringer or will not ring at that time. This is to avoid ringing in your ear
while you are trying to converse.
How do I read the response to my SMS Application?
All that you need to do is to select the View option on the New Message alert.
Or
If you ignore the New Message alert, you can scroll to the 'Message' Menu,
Select 'Read Message /Inbox and read your message. The messages will be
listed in order of Urgent/New/Old.
Note: Menu structure varies from handset to handset. Please check your
handset manual for precise Menu options.
How do I sign up for SMS Applications?
You need not subscribe to SMS Applications.
How do I unsubscribe SMS Applications?
Since you do not subscribe for the SMS base applications, you can restrict
yourself from using the service.
How can I send Group Messages?
Presently the services is unavailable
Am I eligible for this service?
Yes all subscriber of Reliances WLL service are eligible for using Reliance
SMS service.
How long does it take to send a message for receiving SMS Applications?
SMS messages are delivered in a matter of a few seconds.
Is the service available to all Reliance Subscribers?
Yes all the Reliance subscribers have access to SMS Applications by default.
Tariff for 1234 SMS Service.
Monthly
Subscription(Rs)
Message Charge(Rs)
Non-DAPO subscribers
NIL
Rs 2.00
DAPO subscribers
NIL
FREE
3rd party Services will be charged Rs. 2.00 for text messages starting from 1st
December.
What if I need help while using SMS Applications, on the Reliance phone?
You can get help on all SMS Applications by sending an SMS with the content
HELP to 1234.
I am not getting any response on my handset. What do I do?
We are very sorry for the inconvenience that you are facing right now. We are
working to provide trouble-free and exciting services. However, you could get
an error due to unexpected network load, or other such issues, beyond control.
If such a problem arises, we would request you to kindly wait for a while and
then retry. In fact, as you wait for a particular service to restart, you could
access other SMS Application on 1234. Additionally, we would request you to
call our service support desk number and register your experience.
What are Keywords?
Keywords are special words that Reliance has reserved for SMS services.
Example: if you type NEWS and send it to 1234 as an SMS, you will instantly
receive breaking news headlines on your Reliance phone. Similarly, if you send
TAU to 1234 as an SMS, you will instantly get the zodiac prediction for Taurus
or first three alphabets of respective zodiac. To know more about what to type
for which service, please visit our website. www.relianceinfo.com Moreover, you
may also send HELP to 1234 to receive list of keywords for various SMS
Applications.
detailed
keywords
are
defined
on
the
Reliance
website
This will save all the sent sms messages in your Sent folder. Now to protect
deletion of your sent sms, we would suggest you to go to
Messages -->Sent-->Options -->Protect.
Once you select protect message, you will see lock symbol on the message &
hence this message cannot be deleted until you Unlock it. If you wish to unlock
this, then all that you need to do is go to
Messages -->Sent-->Options -->Protect again & you will see message is
unprotected.
I am receiving 2-3 messages at a time after sending Keyword e.g. News to
1234...I am seeing 2/3 message arriving before 3/3?
In the SMS Application, whenever long response messages are sent back to
your RIM, it may come in 2 to 3 SMSs. Most of the handsets show the last
received message on the top of the Inbox. Suggestion: While reading message,
if you receive another SMS, select "Back" option instead of "View". This will
take the control back to the previous message, you were reading.
CHAPTER- 4
RESEARCH METHODOLOGY
The study is important as there is a huge gap between the number of pre-paid
users and post paid users. This study will observe the factors that lead a
customer to go for a pre-paid connection instead of post-paid connection .
Based on such a background, this research will help to highlight the factors
responsible for less number of post-paid subscribers. This study will also help
the organization to heal the reasons responsible for such less number of postpaid subscribers & will also suggest measures to improve the number of postpaid subscribers.
To identify the reason behind the less number of postpaid and prepaid
subscriber and to make proposals for future growth in sales of prepaid
and postpaid mobile plans.
RESEARCH METHODOLOGY
SAMPLING PROCEDURE
(a)
(b)
Stage-1:
Stage-2:
Stage-3:
RELIANCE CUSTOMERS
RESEARCH QUESTIONNAIRE
HYPOTHESIS
HI:
Pricing plays a major role for a customer to make a choice between prepaid & post-paid mobile.
H2:
Value Added Services play a major role for a customer to make a choice
between pre-paid & post-paid mobile.
H3:
CHAPTER-5
DATA ANALYSIS & INTERPRETATION
The talk time value once credited to a particular Reliance phone number can
only be used for making calls from that number. It is essential to have the main
account valid to be able to use these cards.
Q.1. Do you any mobile services connection?
Option
Yes
No
Response %
56
44
INTERPRETATION:
From the above findings we can interpret that most of 78% Respondents
are using mobile phone.
22
30
Airtel
Tata
Indicom
15
INTERPRETATION:
From the above findings we can interpret that out of 100 respondents 27%
respondents are using Reliance, 22% BSNL, 30%Hutch,15%Airtel and 6% Tata
Indicom. Reliance users are more than BSNL, Airtel and Tata Indicom because
of its better marketing and changing offer. This shows that Hutch users are high
Option
Prepaid
Post Paid
Response%
75
25
INTERPRETATION:
From the above findings we can interpret that out of 100 respondents are using
mobile phones 75% are using prepaid and 25% are using postpaid.
Option
0-6
Month
6-12 Month
1-2Year
Above 2 Year
Response%
10
14
43
33
INTERPRETATION:
From the above findings we can interpret that most of respondents are using
mobile phone within 1-2 year 43% and above 2 years 33%.
Option
Taking
Messaging
Internet
Other
Response%
56
37
INTERPRETATION:
From the above findings we can interpret that 56% people are using mobile
phone for talking. 37% are using for messaging, 5% are using for internet and
2% are using for other purpose.
Q.6. Connectivity
Option
Excellent
Good
Average
Poor
Response%
70
15
10
INTERPRETATION:
From the above findings we can interpret that data is showing that 70%
respondent said Excellent, 15% Good, 10% Average and 5% Poor.
Option
Excellent
Good
Average
Poor
Response%
20
25
45
10
INTERPRETATION:
From the above findings we can interpret that data is showing that 20%
respondent said Excellent, 25% Good, 45% Average and 10% poor.
Option
Excellent
Good
Average
Poor
Response%
35
55
INTERPRETATION:
From the above findings we can interpret that data is showing that 35%
respondent said Excellent, 55% Good, 7% Average and 3% poor.
Excellent
Good
Average
Poor
Response%
45
40
10
INTERPRETATION:
From the above findings we can interpret that data is showing that 45%
respondent said Excellent, 40% Good,10% Average and 5% poor.
Q.10. Send and receive SMS promptly to/from other mobile network.
Option
Excellent
Good
Average
Poor
Response%
30
45
20
INTERPRETATION:
From the above findings we can interpret that data is showing that 30%
respondent said Excellent, 45% Good, 20% Average and 5% poor.
Excellent
50
Good
35
Average
15
Poor
0
INTERPRETATION:
From the above findings we can interpret that data is showing that 50%
respondent said Excellent, 35% Good,15% Average and 0% poor.
Excellent
30
Good
45
Average
15
Poor
10
INTERPRETATION:
From the above findings we can interpret that data is showing that 30%
respondent said Excellent, 45% Good, 15% Average and 10% poor.
INTERPRETATION:
Excellent
45
Good
40
Average
10
Poor
5
From the above findings we can interpret that data is showing that 45%
respondent said Excellent, 40% Good, 10% Average and 5% poor.
Option
Response%
Excellent
75
Good
20
Average
5
Poor
0
INTERPRETATION:
From the above findings we can interpret that data is showing that 75%
respondent said Excellent, 20% Good, 5% Average and 0% poor.
Where as in case of post-paid customers 25% were new customers, 40% were 1-2 years
old and remaining 35% were 2-3 years old customers.
Excellent
60
Good
30
Average
8
Poor
2
INTERPRETATION:
From the above findings we can interpret that data is showing that 60%
respondent said Excellent, 30% Good,8% Average and 2% poor.
The average recharge / expenditure of post-paid customers for a month are as follows:
The average recharge / expenditure of pre paid customers for a month are as follows:
When the customers were asked that would they like to shift from their post-paid
connection to pre-paid then following results were obtained:
A major number of the post-paid connection customers were not interested in shifting
from post-paid to pre-paid but some customers were willing to terminate the connection
because the bill payment process was tedious and problematic for them. They were not
satisfied with service and in those cases they complained that they were not getting the
bills at the right time, bill amount was not correct and the company was only interested
in bill collection process. Apart from that the customers were also found irritated from
the reminder call for the bill payment.
In case of pre-paid connections, the 45% of the customers were satisfied with the
service where as about 30% of the customers showed willingness to shift from pre to
post where as 25% were not sure about it.
In the analysis of Brand shops in KANPUR CITY, all the 9 Brand shops were visited
and data was collected from the customers coming to these brand shops through
questionnaire and telecalling. The following bar graphs depicts the present status of
brand shops as surveyed on first week of MAR.2011
INTENT OF PROCESS
The purpose of this process is to enable improvement of Customer experience
across his lifecycle through effective deployment of CSMM CRA scores at the
end of each quarter in all circles and mobility office. It also ensures
standardization of the same across circles and Mobility Office (MO).
SCOPE OF PROCESSSTART
END
Function
Title of the Process
Process
Process Code
Local Process Owner
Local Process Champion
Global Process Owner
Global Process Champion
BE
CSMM Process
Capturing of Customer Expectations
Process /Data Collection Process/
Agent Certification Process/
Deployment Process
P/BE/M&M/1009
Circle SA Head
Circle CSD Head
MO BE Vertical Head M & R
MO BE Functional Head + Chief
Service Officer
2. Customer VOC
3. Mobile nos. data from MO & Circles
4. Customer Base Data
5. Internal Metric Scores
6. External Metric Scores
7. Inputs to Questionnaire
8. Reporting frequency & formats
9. Infrastructure
FOR RELIANCE COMMUNICATION
1. Topline Scorecards & reporting formats
2. Mobile Wise Rankings
3. Deployment Presentations (Trends b/w CRA, CTA, Internal & External
Metrics)
Infrastructure (Board Room for deployment, respective teams, etc)
KANPUR CITY IMRB , Customer, MO Team, Circle Team, IT Team
The process of measuring the Consumer Satisfaction Measurement Metrics
starts with the planning and scoping of the following processes :
1. Deciding the sample size (Base)
2. Designing the appropriate questionnaire
3. Setting the time lines for the achievement of the task
The questionnaire is designed such that it contains 5 options to be chosen by
the respondent. The options includes Excellent, Very Good , Good , Average
and Poor.
The first two options i.e. Excellent and Very Good comes under the category
Top Two and the last two options i.e. Average and Very Poor comes under
the category Bottom Two, where as the middle option i.e. Good is not
considered stable and is therefore eliminated from the analysis. This is for the
reason that the customer rating in category Good is a customer who is
considered sitting on the fence , any secondary instance can bring this
customer in Top Two or Bottom Two categories.
The target for Top Two for the year 2006-2007 was that it should be greater or
equal to 50 and the target for Bottom Two should be less than 10.
Start
Capture Cm Expectation,
Laydown Data base
requirements & formats
Root cause analysis
to be done by the
circle functional
heads with help of
BE
Data to be spooled
from Data
warehouse at MO &
mailed to IMRB
No
Data complete?
Deployment
facilitation by IMRB
& MO. Circle BE coordinate for
deployment &
functional head to
share root cause
analysis & action
plan with circleEC
Yes
Calling on data by
IMRB Agents
Implementation of
action plan with help
of Service
Assurance Team
Tracking and
Reporting of
effectiveness of
action plans by
CircleSA and Audit
of Action Plan
Implementation by
Circle BE
Improvement in
scores as per
target
Re-visit action
plan as per
requirement
Yes
Stop
No
IMRB
Mobility
Circle
Revisit action
plan as per
requirement
On receipt of score cards
& presentations, BE team
to follow the DMAIC rigor
for Root Cause Analysis,
Project selection action
planning etc
W7
3 weeks
Consensus is reached
on Root cause analysis
& action planning and
timelines for
implementation are laid
out
Deployment/
Presentation by MO
spocs to COO,EC,
Functional Heads etc (coordinated by BE)
W8
1 day
No
Ongoing
Improvement
in scores as
per target
Yes Stop
WEAKNESSES
Poor network coverage on
highways
Budgetary plans
Billing problem
Cost advantage
advertisement
Poor customer care survives
OPPORTUNITIES
Increasing coverage at
wide network
Developing new sectors
THREATES
Increased no. of competitors
Loosing customer faith
Unable to provide SIM in
Distribution channel
technology
maintained at levels
Adding a large number of
V.A.S through R-word
The people of the city did not want to disclose such information which
directly or indirectly adds to their personal life.
Some people were tolerating to fill questionnaire and they were reacting
as the survey is conducting for false purpose.
Some people didn't have enough time to fill up questionnaire.
RECOMMENDATIONS
Following are the conclusions which are suggested after doing the comparative
analysis of Post-paid & Pre-paid connections and Plans.
For high usage, Post-paid plans having high rentals and cheaper call
rates should be included.
Bill recovery should be done with care and loyal customers shouldnt be
harassed for the same.
Sometimes customers give wrong address and identity proof and that is
due to lack of information. Thus they should be informed that they have
to submit the address proof of the place where they are currently
residing lying within the same telecom circle.
The data collected after visiting the 9 Brand shops was analyzed and the
following recommendations are suggested to improve the functioning & Kanpur
city keep of these Brand shops.
Big glow sign boards , banners should be put Kanpur city for more
visibility and quality standards should be set to match with the big
brand image of Reliance Communication Ltd.
SUGGESTIONS
CONCLUSION
In comparison to the other telecom companies in organized sector from the
consumer orientation towards prepaid and postpaid mobile services of reliance
communication has a pretty good market share in the whole mobile industry.
Connectivity of Reliance is better than others.
Mostly customer prefers prepaid and postpaid mobile connections.
Mostly businessman likes to have postpaid connections.
Respondent were mostly satisfied with the Reliance activation,
connectivity, coverage and networking.
Most of the respondent said that Reliance Communication provides
different schemes.
Coverage of Reliance is poor on highway and rural areas.
Reliance Communications are providing long lasting and quality
products.
Voice quality of Reliance is excellent.
Most of the respondents said that Reliance Value Added Services is
excellent.
Most of the respondents said that Internet Services of Reliance is
superior to others.
Most of respondents said that customers care of Reliance is not
satisfactory.
Customers are interested to choose those mobile services, which
provide SIM cards.
Consumers lay main emphasis on the quality of services rendered.
BIBLIOGRAPHY
Referred Books:
Research Methodology
Statistical. Method
Marketing Management -
Website:
www.relianceinfo.com
C.R Kothari
Dr. S.P Gupta
Philip Kotler
APPENDIX - A
QUESTIONNAIRE
1.
2.
(v) Tata
(ii) Messaging
(iii) Internet
(iv) Other
Connectivity?
(i) Excellent
7.
(iv) Airtel
6.
(iii) Hutch
5.
(ii) BSNL
4.
No
3.
(ii)
(ii) Good
(iii) Average
(iv) Poor
(ii) Excellent
8.
(iv) Poor
(ii) Good
(iii) Average
(iv) Poor
(ii) Good
(iii) Average
(iv) Poor
(iii) Average
(iv)Poor
(ii) Good
(iii) Average
(iv)Poor
(ii) Good
(iii) Average
(iv) Poor
(iii) Average
(iv) Poor
(ii) Good
Value Quality?
(ii) Excellent
15.
(iii) Average
(ii) Good
Voice Quality?
(ii) Excellent
14.
(iv) Poor
Customers Service?
(ii) Excellent
13.
(iii) Average
Tariff Plan?
(ii) Excellent
12.
(ii) Good
11.
(iv) Poor
10.
(iii) Average
9.
(ii) Good
Internet Services?
(ii) Excellent
(ii) Good
APPENDIX - B
2.
Gender:
Male
Female
3.
below : 20
20-30
40-60
30-40
60 & above
4.
Education:
up to HSC
Graduate
Post -Graduate
professional
others
5.
Occupation :
Salaried
Business
Self- employed
Professional
Student
6.
2.5
1.5-2.5
3 & above
7.
8.
9.
10.
11.
12.
Post-paid
post-paid
Pre-paid
13.
14.
post-paid
Good
Average
Bad
Very bad
Good
Average
Bad
Very bad