Mtnl Latest BWA-1

8/6/2019 Mtnl Latest BWA-1

1/96

1 | P a g e

COMPETITIVE ANALYSIS OF

NOTE BOOKS

Submitted By-

Navneet Kaur

UNDER THE GUIDANCE OF

Mrs. Vrushali Bhagal

Chetanas Institute of Management & Research

Bandra (East), Mumbai 400 051.

August,2010


2/96

2 | P a g e

Declaration

This is to declare that the study presented by me to Chetanas Institute of

Management and Research, in part completion of the PGDM under the title

Competitive Analysis of Notebooks had been done under the guidance of

Mrs. Vrushali Bagal.

Signature of the Student

Navneet Kaur


3/96

3 | P a g e

Certificate

This is to certify that the study presented by Navneet Kaur to the Chetanas

Institute of Management and Research, in part completion of the PGDM under

the title Competitive Analysis ofNotebookshas been done under the guidance

ofMrs. Vrushali Bagal.

The project isin the nature oforiginal work that has not so far been submitted for

any Diploma of Chetanas Institute of Management & Research or any other

University / Institute. References of work and related sources of information

have been given at the end ofeach chapter.

Signature ofthe Guide Signature ofthe Director

Name ofthe Guide Name ofthe Director


4/96

4 | P a g e

Acknowledgement

There are few things that come in the life of a person, may be short span of

time, but leaves on ever shining impression in ones mind. My summer

training is one of the events that helped me in understanding the practical

insight of the Corporate world.

Survey is an excellent tool for learning and exploration. No class room

routine can substitute which is possible while working in a real situations.

Application of theoretical knowledge to practical situation is the bonanzas

of this survey.

Without a proper combination of inspection and perspiration, its not easy

to achieve anything. There is always sense of gratitude, which we express

to others for the help and the different services they render during the

different phases of life. I too would like to do it as I really wish to express

my gratitude towards all those who helped me directly or indirectly during

the development of the project.

I have been placed in Sony india Pvt. Ltd. at Mumbai.

First of all I wish to express my profound gratitude and sincere thanks to

Mr. Sudhanshu Bhandari (Marketing Head), Sony India Pvt. Ltd. for

permitting me to do the training and allowing me to conduct the survey

at his concern. I am also very grateful to you Sir for sharing valuable

experience and suggestions regarding training and preparation of report.


5/96

5 | P a g e

I like to thank my mentor Prof .Vrushali Bagal who was always there to

help and guide me. Her perceptive criticism kept me working to make this

project full proof. I am thankful to him for her encouraging and valuable

support. Working under her was extremely knowledgeable and enriching

for me. I am very much thankful to him for all the value addition and

enhancement done to me.

No words can adequately express my overriding debt of gratitude to my

parents whose support help me all the way. I would like to convey special

thanks to my friend Anand and Ankit for providing me help and co-

operation needed.

Date :

Navneet Kaur

Chetanas Institute of Management & Research

Place :Mumbai


6/96

6 | P a g e

INDEX

SR.NO. TOPIC PAGE

NO.

1 Executive Summary

2 Objective of the study

3 Introduction :

The Indian Mobile Telephony Market

Value-Added Services (VAS) Market

Major Investments

Going Global

3G Services

Manufacturing

Rural Telephony

Policy Initiatives

4 Future prospect Telecom

5 History MTNL

6 MTNL vision

Vision for TomorrowMission Statement

7 MTNL Various Services

8 Road Ahead for telecom industry.

9 A bird eye view on 3G services

3G Wireless (Definition)

What is 3G?


7/96

7 | P a g e

Introduction into 3G

Distinguish between 2G, 2.5G and 3G

What will 3G mean to users?

3G: what's new? 3G is designed to

deliver

Advantage of 3G

So when will 3G eventually come to

India?

3G adoption in India

10

Overview on competition

11 Structure

12 Research

13 Methodology

Introduction

Determine Survey Objectives

Exploratory Research

Plan Sampling and Data collection

Design of Questionnaire

Actual Survey

Data Refining and Analysis

Recommendation and

Implementation Plan

14 Conclusion


8/96

8 | P a g e

15 Recommendations

16 ANNXURE 1


9/96

9 | P a g e

EXECUTIVE SUMMARY

Today the laptop market is filled with brands like Apple, Acer, Dell, HP,

Sony, etc dishing out laptops with array of features catering to the needs of

the students , the business class & professionals. Laptops have to a great

extent wiped out the desk top market.

This report shows a competitive study & analysis of all the major

laptops/notebooks available at the major outlets like Vijay sales, Croma, E-Zone, etc.


10/96

10 | P a g e

Objective of the Study

The objective of this research project is to study the position of Sony Vaio

Notebooks as compared to its rivals/competitors like HP, DELL, Apple,

etc.


11/96

11 | P a g e

INTRODUCTION

Desktop History

The Indian telecommunications industry is one of the fastest

growing in the world. The industry has witnessed consistent

growth during the last year on the back of rollout of newer circles

by operators, successful auction of third-generation (3G) and

broadband wireless access (BWA) spectrum, network rollout in

semi-rural areas and increased focus on the value added services

(VAS) market.

According to the Telecom Regulatory Authority of India (TRAI),

the number of telephone subscriber base in the country reached

742.12 million as on October 31, 2010, an increase of 2.61 per cent

from 723.28 million in September 2010. With this the overall tele-

density (telephones per 100 people) has touched 62.51. The

wireless subscriber base has increased to 706.69 million at the end

of October 2010 from 687.71 million in September 2010,

registering a growth of 2.76 per cent.

Meanwhile, Indian Global System of Mobile Communication

(GSM) telecom operators added 17.45 million new subscribers in

November 2010, taking the all-India GSM cellular subscriber base


12/96

12 | P a g e

to 526.18 million, according to the Cellular Operators Association

of India (COAI). The GSM subscriber base stood at 508.72 million

at the end of October 2010.

Value-Added Services (VAS) Market

Mobile value added services (VAS) include text or SMS, menu-

based services, downloading of music or ring tones, mobile TV,

videos and sophisticated m-commerce applications. As per a

report, India Telecom 2010 released by KPMG in December

2010, currently, the VAS market is worth US$ 2.45 billion-US$

2.67 billion, which is around 10 per cent of the total revenue of the

wireless industry. The share of VAS in wireless revenue is likely

to increase to 12-13 per cent by 2011, on the back of increased

operator focus on VAS due to continuous fall in voice tariffs,

increasing penetration of feature rich handsets, availability of

vernacular content and increased user adoption of VAS

applications.

Major Investments

The booming domestic telecom market has been attracting huge

amounts of investment which is likely to accelerate with the entry

of new players and launch of new services. According to the

Department of Industrial Policy and Promotion (DIPP), the


13/96

13 | P a g e

telecommunications sector which includes radio paging, mobile

services and basic telephone services attracted foreign direct

investment (FDI) worth US$ 1,062 million during April-October

2010-11. The cumulative flow of FDI in the sector during April

2000 and October 2010 is US$ 9,993 million.

As per an industry report the telecom industry witnessed merger

and acquisition (M&A) deals worth US$ 16.60 billion during

April-December 2010, which represented 28.26 per cent of the

total valuation of the deals across all the sectors during the period

analysed. There were 10 inbound, outbound and domestic M&A

deals in the telecom sector during the first nine months of the

current fiscal. The biggest M&A deal in the sector was made by

telecommunications service provider Bharti Airtel through the

acquisition of Zains African mobile services operations in 15

countries. The deal involved a transaction of US$ 10.7 billion. In

another deal, Bharti Airtel acquired 100 per cent stake of Telecom

Seychelles Ltd for US$ 62 million.

Other major M&A deals included the acquisition of 95 per cent

stake in Infotel Broadband for US$ 1,032.26 million by Reliance

Industries and 26 per cent stake of US-based mobile chipmaker

Qualcomms Indian arm for US$ 57.72 million by Indias Tulip


14/96

14 | P a g e

Telecom and Global Holding. Further, India-based

GTL Infrastructure Ltd has bought 17,500 telecom towers of

Aircel Ltd. for US$ 1,702.95 million.

Going Global

In March 2010, Bharti Airtel bought the African operations of

Kuwait-based Zain Telecom for US$ 10.7 billion, driving the

Indian player into the league of top ten telecom players globally.

The Reserve Bank of India (RBI) has liberalised the investment

norms for Indian telecom companies by allowing them to invest

in international submarine cable consortia through the automatic

route. In April 2010, RBI issued a notification stating As a

measure of further liberalisation, it has now been decided to

allow Indian companies to participate in a consortium with otherinternational operators to construct and maintain submarine cable

systems on co-ownership basis under the automatic route. The

notification further added, Accordingly, banks may allow

remittances by Indian companies for overseas direct investment.

Tele-medicine

With increase in cell phone users to around 700 million and

introduction of 3G services soon in the country, remote treatment


15/96

15 | P a g e

and diagnosis of patients through mobile phones would become a

reality in the near future. In fact, a few telecom operators and

value-added service developers are planning to use mobile

phones for diagnostic and treatment support, remote disease

monitoring, health awareness and communication.

The Gujarat health department plans to connect all villages

through its telemedicine network. The state government has so

far expanded the reach of telemedicine services from 53 villages

in 2008 to 453, and hopes to cross 500 villages soon. Jay Narayan

Vyas, state health minister, said First thing we plan to do is to

start the 104 service over the phone. People can call up and talk to

paramedics in call centers who can suggest the primary action to

be taken in case of any health emergency. Also, they would be

able to suggest generic and over the counter drugs.

3G Services

The Department of Telecom has taken the pioneering decision of

launching of 3G services by BSNL and MTNL and initiation of

process for auction of spectrum for 3G services to private

operators. Allocation of spectrum for 3G and BWA services was

done through a controlled simultaneous, ascending e-auction

process.


16/96

16 | P a g e

All the 71 blocks that were put up for auction across the 22 service

areas in the country were sold, leaving no unsold lots. Auction for

3G spectrum ended on May 19, 2010 after 183 rounds of intense

bidding over a span of 34 days. The Government is expected to

morph revenue worth US$ 14.6 billion. All the available slots

across 22 circles have been sold to seven different operators.

A pan-India bid for third generation spectrum stood at US$ 3.6

billion. The Anil Ambani-led Reliance Communication bagged

the highest number of 13 circles at a cost of US$ 1.9 billion,

followed by Bharti Airtel in 12, Idea in 11 and Vodafone and the

Tatas in nine circles each, according to the Department of

Telecommunications. MTNL and BSNL will have to pay US$ 1.42

billion and US$ 2.2 billion respectively.

3G spectra have already been allotted to successful bidders for

commercial use on September 1, 2010 as per the timelines

indicated in the Notice Inviting Application (NIA) and in the

Letter of Intent issued after the bid amounts were deposited. The

3G spectrum has been allotted to AirTel, Aircel, Vodafone, S Tel,

Reliance, Idea Cellular and Tata Cellular Services who won the

bids through the electronic auction spread over a period of 34

days in respect of 3G and 16 days in respect of BWA. The


17/96

17 | P a g e

BWA spectra have also been assigned to the successful bidders

which are Aircel, Augere, Tikona, Qualcomm, Infotel and Bharti.

3G & BWA spectrum would enable users to have value added

services like video streaming, mobile internet access, higher &

faster data downloads.

Manufacturing

The Indian telecom industry manufactures a vast range of

telecom equipment using state-of-the-art technology.

As per a press release by the Ministry of Communications &

Information Technology, the production of telecom equipments

in value terms is expected to increase from US$ 10.87 billion

during 2008-09 to US$ 11.87 billion in 2010-2011. Favourable

factors such as policy moves taken by the Government, incentivesoffered, large talent pool in R&D and low labour cost can provide

an impetus to the industry. Exports increased from US$ 89.24

million in 2002-03 to US$ 3 billion in 2009-10 accounting for 26 per

cent of the total equipment produced in the country and it is

expected to increase to US$ 3.33 billion in 2010-11.

Meanwhile, telecom regulator TRAI has released a consultation

paper on Encouraging Telecom Equipment Manufacturing in


18/96

18 | P a g e

India seeking views of stakeholders for promoting research and

development (R&D) and manufacturing of telecom equipment in

the country. The consultation paper issued on December 28, 2010

aims at discussing, debating and finalising measures for

promotion of R&D and creation of intellectual property as well as

manufacture of telecom equipment and electronic components in

India.

Further, the Indian mobile handsets market continued to grow in

the third quarter 2010 as well to record a quarter-on-quarter

growth of 3.6 per cent to touch 40.08 million units in the quarter,

according to market intelligence firm IDCs India Quarterly

Mobile Handsets Tracker. The year 2010 is expected to end with

total mobile handset sales of 155.9 million units.

The study further showed that the Finnish handset maker Nokia

had the largest share of 31.5 per cent in terms of units shipped

during the third quarter of 2010. Nokia was followed by the

Chinese brand GFive in terms of unit shipments market share

and Korean handset manufacturer Samsung occupied the third

slot.


19/96

19 | P a g e

According to a report by technology researcher Gartner Inc, India

ranks fourth in manufacturing telecom equipment in the Asia-

Pacific (Apac) region. The country has a 5.7 per cent share of the

regions total telecom equipment production revenue of US$ 180

billion in 2009.

We expect India to move up to the third spot (after China and

South Korea) with a share of 8.5 per cent of the total (estimated)

Apac telecom equipment production revenue of US$ 277 billion

by 2014, Gartner said. The firm estimates Indias telecom

equipment production revenue to grow at a CAGR of 17.1 per

cent to reach US$ 22.6 billion in fiscal 2014. India will be the

fastest growing telecom equipment production market in the

Apac region over the next five years, it predicts.

Rural Telephony

The rural Telephone connections have gone up from 3.6 million in

1999 to 12.3 million in March 2004 and further to 200.77 million in

March 2010. Their share in the total telephones has constantly

increased from around 14 per cent in 2005 to 32.75 per cent at the

end of October 2010. The rural subscribers have grown to 243.04

million at the end of October 2010. The wireless connections have

contributed substantially to total rural telephone connections; it


20/96

20 | P a g e

stands at 233.95 million in October 2010. During 2010-11, the

growth rate of rural telephones was 21.05 per cent as against 18.69

per cent of urban telephones.

The private sector has contributed to the growth of rural

telephones as it provided about 84.27 per cent of rural telephones

during October 2010.

The government plans to connect all revenue villages in India

either through landline, mobile or WLL by February 2011. We

have already connected about 96 per cent of the revenue villages.

The remaining 25,000 villages will have connectivity by February

2011, stated Mr Sachin Pilot, Minister of State for

Communications and IT.

Further, the Government, under Bharat Nirman II Programme,

has envisaged providing broadband coverage to all 250,000 Gram

Panchayats by 2012.

Policy Initiatives

The government plans to formulate a comprehensive National

Telecom Policy 2011 including the recognition of Telecom as

infrastructure and as an essential service, encouraging GreenTelecom, steps to accelerate migration from IPv4 to IPv6 at the


21/96

21 | P a g e

earliest, release of IPv6 standards by Telecom Engineering Centre

for implementation in the country, etc., as per a press release by

the Ministry of Communications & Information Technology.

Further, the government plans to take concrete steps towards

finalisation of National Broadband Plan including strategy for

implementation and initiation of steps for roll out of optical fibre.

The government has taken many proactive initiatives to facilitate

the rapid growth of the Indian telecom industry.

y In the area of telecom equipment manufacturing and provision of

IT-enabled services, 100 per cent FDI is permitted

y No cap on the number of access providers in any service area. In

2008, 122 new Unified Access Service (UAS) licences were granted

to 17 companies in 22 services areas of the country

y Revised subscriber based criteria for allocation of Global System

of Mobile Communication (GSM) and Code Division Multiple

Access (CDMA) spectra were issued in January 2008

y To provide infrastructure support for mobile services a scheme

has been launched to provide support for setting up and

managing 7,436 infrastructure sites spread over 500 districts in 27


22/96

22 | P a g e

states. As on December 31, 2009, about 6,956 towers had been set

up under the scheme

According to the Consolidated Foreign Direct Investment (FDI)

Policy document, the FDI limit in telecom services is 74 per cent

subject to the following conditions:

y This is applicable in case of Basic, Cellular, Unified Access

Services, National/ International Long Distance, V-Sat, Public

Mobile Radio Trunked Services (PMRTS), Global Mobile Personal

Communications Services (GMPCS) and other value added

Services

y Both direct and indirect foreign investment in the licensee

company shall be counted for the purpose of FDI ceiling. Foreign

Investment shall include investment by Foreign Institutional

Investors (FIIs), Non-resident Indians (NRIs), Foreign Currency

Convertible Bonds (FCCBs), American Depository Receipts

(ADRs), Global Depository Receipts (GDRs) and convertible

preference shares held by foreign entity. In any case, the Indian

shareholding will not be less than 26 per cent

y FDI up to 49 per cent is on the automatic route and beyond that

on the government route. FDI in the licensee company/Indianpromoters/investment companies including their holding


23/96

23 | P a g e

companies shall require approval of the Foreign Investment

Promotion Board (FIPB) if it has a bearing on the overall ceiling of

74 per cent. While approving the investment proposals, FIPB shall

take note that investment is not coming from countries of concern

and/or unfriendly entities

y The investment approval by FIPB shall envisage the

conditionality that the Company would adhere to licence

Agreement

y FDI shall be subject to laws of India and not the laws of the

foreign country/countries


24/96

24 | P a g e

Future prospect Telecom

Indian mobile (wireless telecom) subscriber base

to cross 1 billion by March 2012.

Indian wireless telecom market is witnessing unprecedentedgrowth mainly driven by cheaper call rates, availability of low

cost affordable mobile handsets and increasing purchasing

power of Indian consumer led by robust economic growth.

Since, December 2009, Indias mobile market is adding on an

average 19 million new customers every month. The trend is

likely to continue in coming years as well mainly due to

expansion of mobile telephony in rural market and rising trend of

having more than one mobile connection among urban

subscribers.

Moreover, presence of 14 players in highly competitive telecom

market is fuelling volume growth as each player is desperately

trying to expand its market presence in order to achieve

sustainable scale.


25/96

25 | P a g e

Expansion of recently launched 3G services would also help the

market to grow. However, majority of 3G additions are expected

to come as upgrade of 2G connection with concentration in urban

areas.

Continuing recent trend, rural markets would continue to

outperform urban areas in coming years. Under penetration of

rural markets, improving quality of life in rural areas and risingawareness of rural customer coupled with initiatives from the

Indian government to increase penetration of communication

services in rural areas are key drivers for the market.

As a result, Indias wireless subscriber base would cross 1 billion

by March 2012 from 771 million in January 2011. This would

translate into 83% of overall wireless tele-density.

Out of 1 billion mobile subscribers, urban market would

constitute approximately 630 million customers with 175%

wireless tele-density while rural market would expand to about

370 million subscribers with 45% wireless tele-density.


26/96


27/96

27 | P a g e

development needs of India's key metros . Delhi, the political

capital and Mumbai, the business capital of India. and also the

telecommunications board of the Department of

Telecommunication. The DOT (Department of Telecom) services

transferred all its assets in these two circles to MTNL.

MTNL incorporated as a Public Limited Company under the

Companies Act, 1956.

The MTNL has been set up to take over the management, control

and operation of Delhi Telephone District (Excluding public

telegraph service) and Mumbai Telephone District of the

Department of Telecommunications and to plan, establish,

develop, provide, operate and maintain all types of

telecommunication services including Telephone, telex, wireless,

data communication, telemetric and other like forms of

communication. MTNL has been licensed to operate cellular

services in National Capital Region (NCR) of Delhi (including its

four satellite towns of Ghaziabad, NOIDA, Faridabad &

Gurgaon) and Mumbai (including Navi Mumbai & Thane).

MTNL Mumbai currently provides an almost complete spectrumof telecom services like Basic telephones, Mobile Cellular services


28/96

28 | P a g e

ISDN lines, leased lines etc. There are 124 telephone exchanges in

Mumbai serving 957 sq Km of the city, with an installed capacity

of over 2 million lines. There are also 41,491 public call offices in

Mumbai.

MTNL being a service organization is reaching out to its

customers with a customer-focused strategy for better

information about customer profiles. MTNL has recognized that

IT is the key to future business success.

In the past 23 years, the company has taken rapid strides to

emerge as India's leading and one of Asia's largest telecom

operating companies. Besides having a strong financial base,

MTNL has achieved a base subscriber of 8.06 million as on 31st

March 2009.The company has also been in the forefront of

technology induction by converting 100% of its telephone

exchange network into the state-of-the-art digital mode. MTNL

has became 100% electronic.

The Govt. of India currently holds 56.25% stake in the company.


29/96

29 | P a g e

MTNL shares are traded in all of the stock exchanges in the

country.

MTNL got listed at New York Stock Exchange on 06/11/2001,

One more connection that brings more transparency in its

operation.

In 2002-2003 TRAI adjudged MTNL as "Best Telecom Service

Provider" and 2003-2004 MTNL becomes No 1 Internet service

provider in Delhi and Mumbai.

June 2009 MTNL is the first telecom company in Mumbai and

Delhi to introduce the 3G Mobile Internet Service in the market

which will offer speeds up to 3.6Mbps and 7.2 MBPS, the data

upload speeds will be up to 384 Kbps. The deployment of the 3G

Mobile Internet Service by MTNL supports the operators

leadership in the competitive market of Mumbai.

MTNL VISION

Vision for Tomorrow

y Become a total solution provider company and to provide

world class telecom service at affordable price.


30/96

30 | P a g e

y Become a global telecom company and to find a place in the

Fortune 500 companies.

y Enter into and expand new services viz. Long distances,

Cellular mobile, Internet and IN services and

development of telecom software.

y Become the largest provider of private networks and leased

lines.Venture into other areas in India and abroad on the strength of

our core competency.

Mission Statement

To remain market leader in providing world class Telecom and IT

related services and to become a global player.

The Main objectives and aims of Mahanagar Telephone Nigam

Limited (MTNL).

(1) To upgrade the quality of telecom services

(2) To expand telecom

(3) To raise necessary financial resources


31/96

31 | P a g e

(4) To provide new telecommunication services, particularly

needed by the business community and public administration

such as Cellular Mobile Radio Telephone, Radio Paging,

Facsimile Videotex, Teletex, Electronic Mail etc.

(5) To invest in Human Resource Development

(6) To organize and dovetail the training programs.

(7)To fund R&D projects which will help MTNL in introducing

technology, understanding customer needs, trying out and

indigenizing new technologies.

(8) To diversify in other areas for providing telecom services at

national and international levels.

(9) To provide latest technology and services to the customers.

MTNL Various Services

1. Internet Services

y Internet for all

y Global Roaming

y Virtual Private network

y Premium Internet Service


32/96

32 | P a g e

y E-commerce enabling services, by setting up of Payment

Gateway & Certification Gateway Unified Messaging

2. Broadband Internet Access services

y ADSL

y Cable TV, through strategic alliance

3. Mobile Internet services

y Internet Services via Mobile phone with up to 9.6 Kbps

bandwidth

y E-commerce

y Global Roaming

y High speed Mobile Internet services

4. IP based Voice services.

5. IP Services in PSTN


33/96

33|P a g e

y CaG G

H aI

tI

P Q IP terP etR

S s T

y CaU U

CompetV

tV

on InternetW

X s Y

6. InternatV

onaU

ate a a Y b

easV

ngc

erdV

ces

7. Internete

f cg

ange ConnectV

d

V

t Y c

erdV

ces

8.

e

f

pans

V

onof Manage

h

U

ease

h

U

V

ne

h

ata

c

er

d

V

ces

9.i p

Mc

erdV

ces

y LANq

mulatr

on

y ATMs

earert

eruv

ce

y High speew

x ideo conferencing

y Distance Learningy

Telemedicine

y Bandwidthondemandy VideoonDemand

As the environment changes towards the increasing and

unrestricted competitiveness, MTNL is gearedupwith the

new challenges ahead and entered as the third mobile

service provider in the name MTNL Launched its

M

ervice under the BrandName in Mumbai using


34/96

34 |P a g e

GSM 900

1800 MHz band technologyon 27thFebruary,

2001 and

repaid Service under the BrandName of

has been launched simultaneously in Mumbai

Delhi on

14

01

2002.

MTNL's

services are very popular among

Mumbaikars and there has been an ever growing demand forthese services. MTNLgrowthinGSM has been significant during

recent past and theypoised for big jumpin this segment. MTNL

have startedunique loyalty scheme for MTNL customers where

they are offering free Trump Mobile connection to all e isting

MTNL customers. They are currently focusingonprovidingmore

andmore value added service toour mobile customers. MTNL

has re-brandedGPRS/EDGE services as

MTNL MobileInternet

service where users can send/receive emails and browse the

internet alongwith a host of other features.

e e

is all set t la - e e t a

a ts t

i e a

ea

a t

,j

t k k

e

i

- all e 3G

se ices lim

e i

e calls, l sic

l a

s a

a es.

j

introduce the 3Gj

n

ileo

te

etService in the market.

The MTNL 3G

(High SpeedDown linkPacket Access)


35/96

35 |P a g e

card will support data download speeds which will offer a

speeds up to 3.6MBPS and 7.2 MBPS, the data upload speeds

will be up to 384

bps. MTNL has the Data services for

residential and enterprise customers of its and

GSM Mobile service in Mumbai andDelhi.

Mahanagar Telephone Nigam Ltd wants to use its upgraded

network to offer data services first to its subscribers. It is a up

gradation of the MTNL e isting network from2G to 2.5G to

2.75G andnow finallywith3G. MTNLis assistedby Motorola in

the networkupgrade.

MTNLwoulduse 3G spectrum tooffer enrichedvoice calls and

voice based services since val e a

e

se vices (VAS) provision

would make them incur huge e

penses. Currently, VAS

contributes 9 on an average to telecomoperators

revenues.

z

e{

|

}i~

st z

as ec

e

eve~ e

s 6,000 c e, a~

i~ c ease

31.12% i~

2008-09

s 4,576 c e i~

2007-

08.

wants its customers toget a feelof 3G's capabilities.There

is a commercial tariff plan announced, and the registrationhasstarted after the commerciallaunchin June 09


36/96

36 | P a g e

MTNL 3G HSDPA service comes at Rs.149 per month with Free

Data Usage of 60 MB.The new Prepaid or Postpaid customers

have to buy a new HSDPA Trump/Dolphin SIM starter kit. The

MRP of this SIM kit is Rs.300. The normal SIM kit life cycle as

applicable to Trump customers will be applicable to HSDPA

Prepaid SIM kit also. MTNL is also providing the HSDPA Data

card in two variant one 3.2 MBPS HSDPA data card at Rs. 1799/-

with 2 GB Free data download and SIM kit on promotional basis

for a limited period to customers. The customer can buy 3G

HSDPA cards from MTNL CSC at BKC Tel Exch Bldg in Bandra

KurlaComplex.

Presently MTNL 3G HSDPA network of Mumbai is available in

Cuffeparade, Fountain, Cooperage, City , Mazagaon, Mandvi,

Worli and Dadar areas. 3G Network is also available from

Prabhadevi to Mulund on Eastern Express Highway and

Prabhadevi to Airport on Western Express Highway of

Mumbai.The network is being upgraded every day by addition of

new towers and will cover entire Mumbai in a phased manner.

The details of upgradtion of network will be conveyed regularlyby SMS to customers.


37/96

37 | P a g e


38/96

38 | P a g e


39/96

39 | P a g e

A bird eye view on 3G services

3G Wireless (Definition)

3G stands for the third generation of wireless communication

technology. It refers to pending improvements in wireless data

and voice communications through any of a variety of proposed

standards. The immediate goal is to raise transmission speeds

from 9.5K to 2M bit/sec.

What is 3G?

A radio communications technology that will create a "bit pipe"

for providing mobile access to internet-based services. It will

enhance and extend mobility in many areas of our lives.

In the near future, mobility won't be an add-on: it will become a

fundamental aspect of many services. We'll expect high-speed

access to the internet, entertainment, information and electronic

commerce (e-commerce) services wherever we are - not just at our

desktop computers, home PCs or television sets.

3G services will add an invaluable mobile dimension to services

that are already becoming an integral part of modern business


40/96

40 | P a g e

life: Internet and Intranet access, video-conferencing, and

interactive application sharing

Introduction into 3G

Mobile telephony allowed us to talk on the move. The internet

turned raw data into helpful services that people found easy to

use. Now, these two technologies are converging to create third

generation mobile services.

In simple terms, third generation (3G) services combine high

speed mobile access with Internet Protocol (IP)-based services.

But this doesnt just mean fast mobile connection to the world

wide web. Rather, whole new ways to communicate, access

information, conduct business, learn and be entertained -

liberated from slow, cumbersome equipment and immovable

points of access.


41/96

41 | P a g e

Distinguish between 2G, 2.5G and 3G

Features 2 G 2.5 G 3 GPhone calls/fax

Global roaming

Send/receive largeemail messages

Speed 10 kb/sec 64-144 kb/sec 144KB-2MB/sec

- High-speed Web

Navigation/maps

Videoconferencing

TV streaming

Electronic agenda

meeting reminder

Voice mail

Time to download 3mins mp3 song

31-40 mins 6-9 mins 11sec-1.5 min

What will 3G mean to users?

With access to any service anywhere, anytime, from one terminal,

the old boundaries between communication, information, media

and entertainment will disappear. Services will truly converge.

"Mobility" will be offered with many services that we currently

regard as "fixed" indeed, Mobile operators believes that mobility

will become the norm for many communication services. Well be


42/96

42 | P a g e

able to make video calls to the office and surf the internet, or play

interactive games with friends at home - wherever we may be.

But 3G is not just about applications that require high speed data

rates. Its about convienience and speed of access.

3G: what's new? 3G is designed to deliver:

A wide range of market-focused applications

Long-term market-driven creativity, an innovative value chain

and real user benefits, driving genuine market demand

Advanced, lightweight, easy-to-use terminals with intuitive

interfaces Instant, real-time multimedia communications

Global mobility and roaming

A wide range of vendors and operators, offering choice,

competition and affordability

High-speed e-mail and Internet access


43/96

43 | P a g e

Advantage of 3G

3G mobile service supports high data rate hence it makes feasible

following services since:

Video calling- Customers can watch and talk simultaneously

using the 3G mobile services of MTNL as if they are making face

to face conversation.

Internet connectivity - For smartphones and laptop. The

customer can have the HSDPA data card with MTNL 3G USIM

and can enjoy the broadband like speed in 3G coverage area.

.

Remote Video Monitoring - The customer can monitor their

office place or production site while sitting at other place using

this services simply using your mobile set. Elders in the family or

Children at home can also be taken care by using this service.

Multimedia services - such as sharing of digital photos and

movies via wireless means

Videos and music downloads

Real-time multiplayer gaming


44/96

44 | P a g e

Enhanced emergency and location-based services

Low-latency push-to-talk and push-to-video message services

Mobile email

"Very few people are now using personalized radio services on

3G as they are not aware of it. With personalization of radio, the

mobile phone can become 'poor man's I-pod',"

The user can use the mobile device for a wide variety of value

added services such as credit cards, access control, medical

services, data terminal, voice terminal, work tool, photo cameras,

membership cards, financial management, travel tickets, funds

transfer and location-based services such as tracking family,

children and vehicles.


45/96

45 | P a g e

3G Jadoo TARIFFS IN

Prepaid Tariffs

3G Video Call Plans

SIM KIT

SIM 10 with FRC 91

SIM 10 with FRC 145

SIM 10 with FRC 301

SIM 10 with FRC 53

SIM 10 with FRC 62 SIM 75

MTNL (Mumbai &

Delhi) 1p/ 2 sec 20p/min 90p/min

Other Local 1p/sec 50p/min 90p/min

STD 1p/sec 75 p/minRs

1.30/min

ISD Rs 30/ min

3G Data Plans

3G Data Packs 3G 993G

250

3G

450

3G

7503G 1650 3G 2500 3G 4500

MRP Rs 99Rs

250

Rs

450

Rs

750Rs 1650 Rs 2500 Rs 4500

Free Data130MB

500MB

1 GB 2 GB Unlimited Unlimited Unlimited

Free Talk Value Rs 12 Rs 14 Rs 16 Rs 18 96p Rs 20 98p

Free Video calls to

Local MTNLNil

25

min

50

min

75

min Nil 150 min Nil

Validity30

days

30

days

30

days

30

days30 days 60 days 180 days


46/96

46 | P a g e

3G Prepaid Combo Pack

MRP Rs 298

Talktime Rs 250

Free SMS 250 (Local & National)

Free Data 125 MB

Validity for Free SMS & Data 30 days


47/96

47 | P a g e

Postpaid Tariffs

3G Video Call Plans

Local/STD/ISD voicecallsand SMS As per the existing Dolphin tariff plan

Video Call Rates

Local Videocalls

To MTNL Network Rs 0.60/min

To other local Rs 0.90/min

STD Videocalls Rs 0.90/min

ISD Video Calls Rs 30/min

Data Charges (localandroaming) 1p/10 KB

3G Data Plans

3G Data Plans3G 3G 993G250

3G 450 3G 750 3G 1650 3G 2500 3G 4500

Fixedmonthlycharges(Rs.) 99 250 450 750 1650 2500 4500

Free Data Usage130MB

500 MB 1 GB 2 GB Unlimited Unlimited Unlimited

FreeLocal Video Calls (OwnN/W)

Nil 50 min.100min.

150min.

Nil 300 min. Nil

Validity30days

30 days 30 days 30 days 30 days 60 days 180 days


48/96

48 |P a g e

Ove vie etiti

i tel 3G

Bharti Airtel Limited is a leading global telecommunications

companywithoperations in 19 countries across Asia andAfrica.

The companyoffers mobile voice

data services, fixedline, high

speed broadband, IPTV, DTH, turnkey telecom solutions for

enterprises and national

international longdistance services to

carriers. Bharti airtelhas been ranked

among the six best performing

technology companies in the worldby

Business

eek. Bharti airtel had over

211 million customers across its

operations at the endof January 2011

n May 18, 2010, 3G spectrum auctionwas completed andAirtel

will have to pay the Indian government 12,295 crore (

S$2.74

billion) for spectrum in 13 circles, the most amount spent by an

operator in this auction.

n 20 September 2010, BhartiAirtel saidthat it has given contracts toEricsson India,Nokia Siemens


49/96

49 | P a g e

Networks (NSN) and Huawei Technologies to set up

infrastructure for providing 3G services in the country. These

vendors will plan, design, deploy and maintain 3G-HSPA (third

generation, high speed packet access) networks in 13 telecom

circles where the company has won 3G licenses. While Bharti

Airtel has awarded network contracts for seven 3G circles to

Ericsson India, NSN would manage networks in three circles.

Chinese telecom equipment vendor Huawei Technologies has

been introduced as the third partner for three circles.

On January 24, 2011, Airtel launched 3G services

in Bangalore, Karnataka - its largest circle by revenue. With this

launch, Airtel became the third private operator (fifth overall) to

launch its 3G services in the country following Reliance

Communications and Tata Docomo. On January 27, 2011, Airtel

launched 3G in Chennai and Coimbatore.

Airtel plans to cover 1,500 cities across 13 circles by the end of

March 2012. The company, which has 3G licenses for 13 circles, is

also in talks with other service providers to roll out the services in

the remaining 10 circles as part of its roaming offerings.

Airtel had about 3 million 3G subscribers as of May 2011.


50/96

50 | P a g e

List of Airtel 3G Enabled cities/towns

Gujarat(On Idea 3G Network): Ahmedabad, Alang, Amreli,

Anand, Anjar, Ankleshwar, Bharuch, Bhavnagar, Botad, Chikli,

Dabhoi, Dahej, Dahod, Daman, Deesa, Dhoraji, Diu, Dwarka,

Gandhidham, Gandhinagar, Godhra, Jamnagar, Jolva,

Junagadh, Kadodara, Khambhalia, Limbdi, Mansa, Mehsana,

Mithapur, Okha, Morbi, Nadiad, Navsari, Palanpur, Patan,

Porbandar, Rajkot, Rajula, Sanand, Silvassa, Surat, Una, Upleta,

Vadodara, Valsad, Vapi, Veraval, Vijapur, Viramgam

Himachal Pradesh: Shillong & Guwahati

North East: Shimla

Karnataka: Belgaum, Bengaluru, Bijapur, Davangere, Dharwad,

Gulbarga, Hubli, Manipal, Mangalore, Mysore, Shimoga, Tumkur

& Udipi

Rajasthan: Ajmer, Jaipur, Kota, Udaipur, Jodhpur

Tamil Nadu: Chennai, Coimbatore, Erode, Hosur, Madurai,

Salem, Ooty, Tanjore, Trichy, Tiruppur, Tuticorin, Vellore


51/96


52/96

52|P a g e

Rs.750 Rs.750 2

30 days

Fle

eld Rs.675 Rs.6751.25

A

er 1.25

,

C o

2p

100

upo a max sh

e

d

(amoun) o

Rs 2000.

ost h

tting the shie

d va

ue,

enjoyree un

imited bro

sing at 20

bpsspeed,

va idity 30 days.

olume a

ed arg

g

ack

3 alue

ack

Rs.18 - 0 20 days 15p

20

- Rs.20 0 30 days 15p

20

ay a

you go 0 0 0 - 30p

20

deo all 5p

sec , vaid on

oca

,

T

Roaming


53/96

53 | P a g e

Vodafone

Vodafone Essar, formerly Hutchison Essar, is a cellular

operator in India that covers 23 telecom circles in India. It is based

in Mumbai.[1] On July 2011,Vodafone Group agreed terms for the

buy-out of its partner Essar from its Indian mobile phone

business. The UK firm paid $5.46 billion

to its Indian counterpart to take Essar

out of its 33% stake in the Indian

subsidiary. It will leave Vodafone

owning 74% of the Indian business,

while the other 26% will be owned by

Indian investors, in compliance withIndian law.[2] It is the second

largest mobile phone operator in terms of revenue behind Bharti

Airtel, and third largest in terms of customers.[3]Vodafone had

about 134.5 million customers as of February 2011.

Vodafone 3G have can now be spotted in most of the areas of

Mumbai as it is expected to launch its 3G services in couple of

months. Presently MTNL and Reliance are the only operators


54/96

54 | P a g e

offering 3G services in this circle. Airtel is the fourth operator

which has won spectrum for Mumbai circle which will have total

of four 3G operators. Vodafone has won 3G spectrum for 9 circles

across India compares to 13 circles won by Aircel , Reliance and

Airtel and it is expected to introduce its 3G services in the first

quarter of 2011. Tata Docomo, Reliance and Airtel have already

started their roll out of their 3G services in different circles of the

country.


55/96

55 | P a g e

List Of Vodafone 3G enabled States

Mumbai

Delhi & NCR

Kolkata

Gujarat

Chennai

Maharashtra and Goa (except Mumbai)

Tamil Nadu (except Chennai

UP(E)

West Bengal (except Kolkata)

Haryana

Andhra Pradesh

West Bengal (except Kolkata)Haryana

Kerala

Andhra Pradesh


56/96

56 | P a g e

Vodafone 3G Tariffs

Mobile Internet Plans

Recharge

Amount

Free Usage(MB) Validity

(Days)

102 100 30

376 500 30

850 3 GB 30

1250 5 GB 30

500 500 MB + 500 (Local + STD) Mins + 500

SMS

30

997 1000 MB + 1000 (Local + STD) Mins +

1000 SMS

30

Mobile Broadband Plans

RechargeAmount

Free Usage (MB) Validity(Days)

650 1 GB 30

855 3 GB 30

1255 5 GB 30

3255 6 GB 180

4250 18 GB 180

6250 30 GB 180


57/96

57 |P a g e

elia ce

icati s i ite (commonly called

OM) is

a major Indian telecommunication company headquartered

inNavi Mumbai, India. It is the 16th largest operator in the

worldwithmore than 128 million subscribers. RCOM, founded

byDhirubhaiHAmbani (19322002), is the flagship companyof

the Reliance AnilDhirubhaiAmbaniGroup. The Reliance Anil

DhirubhaiAmbaniGroup currentlyhas anet worthin excess of

64,000 crore (

S$13.6 billion), cash flows of 13,000 crore ($2.8

billion), and a net profit of 8,400 crore ($1.8 billion).

The EquityShares of RCOM are listed onBombay Stock

Exchange Limited andNational Stock Exchange Limited.

The Global Depository Receipts and Foreign Currency

Convertible Bonds are listed onLuxembourg Stock

Exchange andSingapore StockExchange respectively.

On 19 May 2010, the 3G spectrum auctionin India ended.

Reliance Communications paid 5864.29 crores for spectrumin


58/96

58 | P a g e

13 circles. On 5 November 2010, RCom became the second private

sector telecom company (fourth overall) to launch 3G services in

India, with a 4 city launch. On 11 June 2010, the broadband

wireless access (BWA) spectrum auction in India ended.

However, RCom said that it exited the broadband wireless access

(BWA) auction a week before, after auction prices significantly

exceeded its business case estimates. They are planning to focus

on broadband wireless through 3G-ready pan India CDMA.

RCOM has 3G spectrum for 13 circles. RCOM also said that they

prefer LTE standard offering a single evolution path for

both, CDMA & GSM networks, and that the WiMAX ecosystem

has weakened after WiMAX operators

like Clearwire and Yotamoved to LTE.


59/96

59 | P a g e

List of 3G enabled Cities/Towns of Reliance 3G

Assam :- Guwahati, Jorhat

Bihar and Jharkhand :- Arrah, Begusarai, Bhagalpur, Biharsharif,

Bokaro, Chapra, Dhanbad, Gaya, Hajipur, Hazaribag,

Jamshedpur, Jharia, Katihar, Muzzarpur, Ranchi, Patna

Delhi, Kolkatta & Mumbai

Himachal Pradesh :- Baddi,

Dalhousie, Dharamshala,

Hamirpur, Kangra, Kullu, Mandi,

Nalagarh, Palanpur, Poanta Sahib,

Shimla, Solan, Una

Jammu & Kashmir :-Anantnag,

Jammu, Srinagar, Udhampur

Madhya Pradesh & Chattisgarh :- Betul, Bhopal, Bilsapur, Bina,

Chhatarpur, Chhindwara, Dewas, Durg, Etawa. Guna, Gwalior,

Hoshangabad, Indore, Itarsi, Jabalpur, Katni, Khandwa, Korba,

Mhow, Morena, Raghogarh, Raigarh, Raipur, Rajnand Gaon,


60/96

60 | P a g e

Ratlam, Rewa, Sagar, Satna, Sehore, Shahbol, Shivpuri, Singroli,

Ujjain, Vidisha

North East :- Shillong

Orrisa :- Angul, Baleshwar, Baripada, Berhampur, Bhadrak,

Bhubhneshwar, Cuttack, Dhenkanal, Jajpur Road, Jeypore,

Jharsuguda, Puri, Rourkella, Sambalpur, Talcher

Punjab :- Abohar, Amritsar, Barnala, Bhatinda, Chandigarh,

Ferozepur, Gobindgarh, Gurdaspur, Hoshiarpur, Jagraond,

Jallandhar, Kapurthala, Khanna, Ludhiana, Mogha, Nabha,

NawanShahar, Pathankot, Patiala, Phagwara, Rajpura, Ropad,

Sangrur, Sirhind

Rajasthan :- Ajmer, Alwar, Bhilwara, Bhiwadi, Bikaner, Jaipur,

Jodhpur, Kota, Pali, Pilani, Sriganga Nagar, Udaipur

West Bengal :-Asansol, Bankura, Barakar, Behrampore,

Burdwan, Dargapur, English Bazar, Haldia, Jangipur, Kharagpur,

Krishnangar, Nabadwip, Ranaghat, RaniGanj, Silliguri


61/96

61 | P a g e

Reliance 3G tariffs

Reliance 3G Basic Monthly Data Plans (Post paid Prepaid)

MRP Free Data Usage (Home & Roam)

Rs. 100 100 MB

Rs. 399 500 MB

Rs. 649 1 GB

Rs. 899 3 GB

Rs. 1499 10 GB

Rs. 2100 21 GB

Default Data Charges or Pay As

you Go

10p/10 KB up to first 50 Mb and after that

1p/10 KB


62/96

62 | P a g e

Price War


63/96

63 | P a g e

Project Proposal

1.Name Vikas Shere (Div A Roll No 52)

2.Contact no -9867571383

3.Company Name MTNL

4.Date of Joining-- 02/ 05 / 2011

5.Name of our superior in the company Mr. K.P. Ravindra

6.Title of the Project Research on existing 3G market and

Penetration of MTNL 3G JADOO

7.Objective

a.To Understand The 3G offerings of MTNL.

b.Find out the Market Penetration of MTNL 3G Services.

c. Measurement Of Awareness Level of MTNL 3G Offerings.

d. Competitive Analysis of entire 3G Market.

e.To examine the perception level of people towards different

brand in Wireless Internet Services .

f. Brand tracking and Brand Awarness for MTNL in regard to

the competition in the Market.


64/96

64 | P a g e

Structure

Step 1

Worked on the objective and the approach for the project. Also

researched about the other brands of the 3G market, their pricing

and promotions strategy.

Step 2

After taking a birds eye view about the 3G market our next step

was to decide on the structure of the survey to be taken. The main

mission of our survey was to understand the market penetration

of 3G services and the reason for their low usage.We as a team

went through some books to understand in brief the steps to be

taken to conduct the market research which helped us to

understand the topic more appropriately.

(Bibliography)

y Business Research Methods by William G. Zikmund (Indian

Edition)

y Research Methodology (Methods and technique) by

C.R.Kothari (Second Edition)y Research Methodology By Micheal Vaz (Mcom Part 2)


65/96

65 | P a g e

Step 4

Prepared a Questionnaire for the survey and conducted a

dry run or pilot survey with various questionnaires that were

prepared by our team members. The first step of Pilot study was

done with the help of friends and relatives which helped us to

understand which aspects of the research should be concentrated

more which ultimately gave us a fair view about our final

questionnaire.

Step 5

We sent the results of the pilot study and the format of our

final questionnaire to our Managers (Ravindra Sir ) for approval.

They suggested some changes which were taken into

consideration and the final questionnaire was made.

We all got divided into different teams to conduct Survey of

the customers who are MTNL users and of Random Customers

who uses other service Providers service.


66/96

66 | P a g e

After field work of conducting survey all members of our team

had brain storming and figured out all the strategies to be used

for data analysis and presentation.

METHODOLOGY

IntroductionCustomer satisfaction measurement is a systematic process for

collecting customer data (e.g. surveys, audits, etc.), analyzing

these data to make it into actionable information, driving the

results throughout an organization, and implementing

satisfaction improvement plan. Thus, customer satisfaction

measurement (CSM) is a management information system that

continuously captures the voice of the customer through the

assessment of performance from the customers point of view

Such measurement could be made by using any of the following

methods:

Surveys

Formal and informal feedback from customers

Use of customer account data Complaints


67/96

67 | P a g e

Customer satisfaction measurementwill enable you to

Understand how customers perceive your organization and

whether your performance meets their expectation.

Identify PFIs (priorities for improvement) areas where

improvement in performance will produce the greatest gain

in customer satisfaction

Set goals for service improvement and monitor progress

against a customer satisfaction index

Benchmark your performance against other organization

Increase profits through improved customer loyalty and

goodwill

The organizations process for requesting, measuring and

monitoring feedback of customer satisfaction and dissatisfaction

should provide information on continual basis. It should address

conformance to requirements, meeting needs and expectations of

customers, as well as price and delivery of product.


68/96

68 | P a g e

The methodology used in this project is been refine and to

generate a detailed database on the customer satisfaction level for

the brand MTNL 3G data card.



Plan Sampling and Data collection

Design of Questionnaire

Actual Survey


Recommendation and Implementation Plan


69/96

69 | P a g e


In our first meeting with our respected supervisor MR. Ravindra,

the problem areas of MTNL 3G Jadoo were discussed. This was

followed by a detailed study of the 3G market and preparing the

questionnaire for existing customers of MTNL and non existing

customers

We as a team did a full-fledged study on the problem which are

as follows:

y The usage of data per customer was constantly low or even

falling in many cases.

y India being a price sensitive market the number of new users

in our portfolio was not increasing at a good rate.

So taking the above points into consideration we came up with

the following objectives:

y Understand the current scenario of 3G service in India.


70/96

70 | P a g e

y To examine the behavior of MTNLs current customers ,

regarding the usage pattern of MTNL 3G Jadoo in their

routine life.

y Primary reason for using 3G.

y How MTNL can prepare marketing plans to serve the

customers more appropriately.

y

Bottleneck for MTNL 3G services


It included following steps

y Survey design:

The study is a cross sectional study because the data were

collected at a single point of time. For the purpose of present

study a related sample of population was selected on the basis of

convenience and judgmental sampling


71/96

71 | P a g e

y Sample Size and Design

A sample of 75 people was taken from the customer data base

who had subscribed to the MTNL services and sample of 225

people who uses any mobile services. Total sample size was 300

y

Research Instrument:The research is carried out through self-administered

questionnaires. The questions included were open ended,

dichotomous and offered multiple choices.

y Design of Questionnaire

The questionnaire was prepared for two Purposes.1.For interviewing 75 MTNL users.

2.For interviewing 225 Random Users from the market.

Firstly we contacted our sample size via phone for an

appointment to conduct a personal interview for the survey.If

that wasnt possible because of any limitations we conducted a

telephonic interview to understand the satisfaction level as well

as usage pattern of customers.


72/96

72 | P a g e

Secondly we collected samples by visiting to malls, shopping

areas, caf coffee day etc. to get 225 random sample in areas of

south Mumbai, Suburbs and Central Mumbai to find out the

awareness of MTNL 3G jadoos most affordable 3G rates as

compared to other operators in Mumbai.


Data refining and data analysis being the key area of any survey

so it becomes a priority of any manager to have a sound

technique both mathematical and graphical to come up with a

concrete findings.

The data was analyzed by using suitable & mathematical

techniques. The technique that we have used is bar graphs & pie

charts are as follow.

y Our TG which were of 300 users (75 MTNL user and 225

Random) can be broadly divided into 2 category that is,

The focused group of 75 MTNL users

Random Group of 225 people who can be a user

of any service provider including MTNL


73/96

73|P a g e

Results fort e Survey:

Demograp yofCustomers Interviewe

1.

a le

ize = 75 MTNL

se s


74/96

74 |P a g e

The above graph represents the demographic data of 75 focused

MTNLusers. Out of 75 respondents there were 47 males and 28

females.

There were 27 people whos age was above 40 where as 24 were

from age groupof 31-40, 16 from 25-30 group andonly 8 belongs

to 20-24 group.

Considering Monthlyhouseholdincome majorityof people i.e. 22

people hadincome between 30k to 40kwhere as 17 had 40k-50k,

13 belongs to 20k-30kgroup, 13 from above 50

, 6 from 10k-20k

andonly 4 people hadincome below 10k.


75/96

75 |P a g e

2.

a le

ize = 225

a

se s


76/96

76 |P a g e


77/96

77 | P a g e

REASONES FOR USING DATA CARD

Reason for using

data card

Number of

Respondents

Response Ratio

Personal 10% 24

Office 71% 169

Both 19% 45

238 Responses

Total

100.00%


78/96

78 | P a g e

The reasons for using data card were of three categories:

y Personal

y Office

y Both

This shows that the consumption of our service is very high at

personal level

SPEED

Reason for using Number of Response Ratio

Both, 19%

Personal, 10% Office, 71%

Personal

Office

Both


79/96

79 |P a g e

data ca d

es de ts

e

at

satis

ied

31 13%

e satis

ied 62 26%

e

at

issatis

ied

93 39%

e

issatis

ied 52 22%

238

es ses

Total

100.00%

verysatisfie

, 26%

some

hat

satisfie

, 13%

some

hat

dissatisfied, 39%

verydissatisfied, 22%

verysatisfied

some

hatsatisfied

some

hat dissatisfied

very dissatisfied


80/96

80 | P a g e

238 customers have given their experience about speed. So when

we asked more about the speed. 22% customers said they are very

much dissatisfied with speed which is a bad feedback for

MTNLs data card services. There is total 26% plus 13%of people

have said they are very satisfied and somewhat satisfied and that

brings to 39 % of satisfied customers. But still 61% remains

dissatisfied. In very dissatisfied customers we have again

enquired the reason why they are so dissatisfied.

So out of 53 Dissatisfied customers:

Number of Customer Reasons

17 Customer Low speed during Travelling

11 Customer Low speed during day time


81/96

81|P a g e

8 Customer Low speedwhen they change home

network

17 Customer Low frequencyinAC roomTheaters etc

verydissatisfied

18

43%

sme

at

dissatisfied

10

4%

sme

atsatisfied

8

1%

verysatisfied

6

14%

Net o k coverage

very dissatisfied

some

hat

dissatisfied

some

hatsatisfied

verysatisfied


82/96

82 | P a g e

Network plays a very important role in deciding the future of any

brand especially in voice and data market. Network is define as

Local and long-distance telephone system that connects a caller

with the intended receiver via cable and/or wireless through call

routing devices called switches. Network and Speed were one of

the most important criteria which form the base to check the

satisfaction level of our MTNL Data customer. From the above

diagram we can derive that out of 238 customers that we

interviewed 43 % of our customer were not happy with ournetwork coverage which raise a red alarm that our company

should look in to the issue with great intensity, to attain high

level of satisfaction within the customer. Also 24% of our

customers were also somewhat dissatisfied with our current

network coverage, which again sets the alarm for MTNL. Only

33% our customers were satisfied which doesnt give a good

feedback of a company who enjoy a Monopoly situation in the 3G

market.

Recommendation and Implementation Plan

Definition: That which recommends, or commends to favor;

anything procuring, or tending to procure, a favorable reception,

or to secure acceptance and adoption; as, he brought excellent

recommendations.

After all our finding we recommended certain views as follow.

Position as The only 3G service provider.


83/96

83 | P a g e

Aggressive Marketing.

Top of the mind Recall.

Reap the seeds of MTNLs goodwill.

Training the Front-line staff.

Proper segmentation of customers.

Brief on Recommendation.

1. Most of the present customer of MTNL were unhappy with

the present Network of MTNL service for Dolphin and

Trump.

Suggestion

Upgrade the network infrastructure.

2. For any Product or service After Sales service should be

given to the customer.

Customer opin For any problem with the SIM card customer

are ask to come to Parbhadevi only, no other centres is there

in Mumbai to solve this problem.

Suggestion

Providing proper customer care services and

come up with new centres in Mumbai

3. Looking the present scenario of the other telecom player

they have lots scheme for their services compare with MTNL

services it does not provide so much of scheme.

Comment [K1]: Generalise


84/96

84 | P a g e

Suggestion

MTNL should come up with Competitive &

Attractive schemes for their customers and this may attract

other potential customers.

4. People were confused with lots of logo of MTNL for

different services and they were not able to recall the logo

with the brand and service.

Suggestion

MTNL should come up with One Brand for allMobile Services.

5. Looking at the present telecom industry there is growth and

business in India and MTNL operates only in Mumbai and

Delhi .

Suggestion Being a PSU company Government of India

having 56% stake MTNL may easily get license and try to

Operate in other metros.

6. Telecom companies in India emphasizes on advertising

because it is medium to present your product and service in

front of the users and MTNL is no were compare to other

telecom service provider.

Suggestion

MTNL should come up with Effective

Advertising


85/96

85 | P a g e

Conclusion

3G Technology: Present & Future Perspectives

India is the fastest growing and the second largest telecom market

in the world. The telecom revolution in India has a long history

and MTNL had the advantage of jumping evolutionary steps and

taking many short-cuts.

3G networks enable network operators to offer users a wider

range of more advanced services while achieving greater network

capacity through improved spectral efficiency. Services include

wide-area wireless voice telephony, video calls, broadband

wireless Access, all in a mobile environment. Additional features

also include HSPA data transmission capabilities able to deliver

speeds up to 14.4 Mbit/s on the downlink and 5.8 Mbit/s on the

uplink.


86/96

86 | P a g e

Issues

Although 3G was successfully introduced to users across the

world, some issues are debated by 3G providers and users:

Expensive input fees for the 3G service licenses & agreements

Numerous differences in the licensing terms

Large amount of debt currently sustained by many

telecommunication companies, which makes it a challenge to

build the necessary infrastructure for 3G

Lack of member state support for financially troubled

operators

Expense of 3G phones

3G networks use the KASUMI block crypto and a number of

serious weaknesses in the KASUMI cipher have been identified.

Lack of buy-in by 2G mobile users for the new 3G wireless

services.

Lack of coverage, because it is still a new service.

3G evolution (pre-4G)

The standardization of 3G evolution is progressing in both 3GPP

and 3GPP2. The corresponding specifications of 3GPP and 3GPP2

evolutions are named as LTE and UMB, respectively. 3G

evolution uses partly beyond 3G technologies to enhance the


87/96

87 | P a g e

performance and to make a smooth migration path.

A 4g network is in the pipe line, capable of speeds of 100Mbit/s

while moving and 1Gbit/s stationary. This however will not see

the light of day until at least four, or even eight years time when

they have the right equipment to use it. By that stage, bandwidth

will be all around us to take advantage of.

WiMAX is a telecommunications technology that provides

wireless transmission of data using a variety of transmission

modes, from point-to-multipoint links to portable and fully

mobile internet access. The technology provides up to 72 Mbit/s

symmetric broadband speed without the need for cables. This

makes WiMAX a technology of choice as a backhaul for 3G,

especially in a country like India where villages are far flung and

isolated.


88/96

88 | P a g e

ANNXURE 1

Wireless Broadband Data Service Survey

Customer Satisfaction Questionnaire

Name Age

Gender Contact

No

We understand that you have subscribed to MTNL data card. We

would be grateful if you could spare a few minutes to complete

this Customer Satisfaction Survey to help us understand the

Customers expectation and to advise how to improve the service

standards so as to ensure that standard exceeds expectations.

1.Which Profession you belong to?

A. Student B. Service


89/96

89 | P a g e

C.

Businessman

D. Professional

E.Other

Please specify

2.Primary reason for using the Data card ?

A. Office B. Personal C. Both

3.How many hours do you normally use the Internet?

4.Is your business/profession solely depends on internet?

Yes No

5.Are you currently using it?

Yes No

6.How frequently do you recharge your data card?

Ans-

7.Which MTNL data Card service you are using

1-2 2-3 3-5 Above 5


90/96

90 | P a g e

i.e. Prepaid or Postpaid

IF Prepaid

8.Which Prepaid voucher you frequently buy to recharge your

MTNL data card?

And If Postpaid

9.Name of the postpaid scheme which you have opted for

MTNL data Card?

If Yes

10. Since when you use MTNL 3G wireless

product/service?Less than 2 months

2 4 months

4 6 months

More than 6 Months

Rate the following aspect on Point scale:

(1.Very Dissatisfied, 2.Somewhat Dissatisfied, 3.Somewhat

Satisfied,

4.Very Satisfied)


91/96

91 | P a g e

11. Are you satisfied with the tariff charged by MTNL Data

Card?

1 2 3 4

12. Are you satisfied with the speed provided by MTNL

Data Card?

1 2 3 4

13. Are you satisfied with the network coverage provided

by MTNL Data Card?

1 2 3 4

14. Are you satisfied with the technical assistance from MTNL?

1 2 3 4

15. Are you satisfied with the usage experience?

1 2 3 4


92/96

92 | P a g e

16. Thinking of your most recent experience with ourproduct/service, how much do you agree with the followingstatements?

Product/service wasworth the purchase

price

1 2 3 4

Product/service does

what it claims

1 2 3 4

Product/service does

what I need

1 2 3 4

Product/service is easyto use

1 2 3 4

Product/service is

competitively priced

1 2 3 4

If No

6.When did you discontinue our MTNL service?Ans-


93/96

93 | P a g e

7.Why did you discontinue service from MTNL?

Ans-

8. If not MTNL then which service provider you use for

internet?

..

Rate the following aspect on Point scale:

(1.Very Dissatisfied, 2.Somewhat Dissatisfied, 3.Somewhat

Satisfied, 4. Very Satisfied, 5.Neither Satisfied Nor Dissatisfied)

9. Were you satisfied with the tariff charged by MTNL Data

Card?

1 2 3 4 5

10. Were you satisfied with the speed?

1 2 3 4 5

11. Were you satisfied with the network coverage?


94/96

94 | P a g e

1 2 3 4 5

12. If you received any technical support , were you satisfied

with the technical assistance from MTNL engineers?

1 2 3 4 5

13. How was your experience while recharging for our

services?

1 2 3 4 5

14. Were you satisfied with the usage experience?

1 2 3 4 5

15. If MTNL improves its product and service in future will you

prefer using MTNL?

Yes No


95/96

95 | P a g e

******* Thank You ******


96/96

Mtnl Latest BWA-1

Documents

Transcript of Mtnl Latest BWA-1