CHAPTER 1EXECUTIVE SUMMARY

EXECUTIVE SUMMARYCompany Name: Tata Teleservices Ltd.Project Name : Customer Satisfaction Survey for existing Small and Medium Enterprises Duration : 2 months

In todays highly competitive world, an increasing number of organizations have realized the Importance of becoming more customer-centric and invested a large amount of time and resources in a Customer Relationship Management (CRM). This study is undertaken to understand the customer relationship survey for Tata Teleservices Ltd for existing Small Medium Enterprises (SME) customer in pune area.

CRM is a combination of people, process, and technology that seek to provide understanding of the customer need, to support a business strategy, and to build long-term relationships with customer. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elements. Because it is not simply a technology solution, success in CRM business revolves largely around people. In order to build a clearer understanding of the content and role of the people-driven process of CRM, this study analyzes the CRM process and people dependencies and forms propositions about the need for people-driven process in CRM. It emphasizes the responsibility of executives and operational staff in making critical decisions and using intimate communications to conduct relationship management with customers.

Typical people-driven processes in CRM are those that are difficult to implement ,using technological solution ,including such activates as planning customer strategy ,designing CRM process, coping with customer problems, understanding customer need, handling intimate communications, and integrating customer responses. Factor affect at a time of this Process are related to customer characteristics, the content of information, employee capabilities, and the organizational environment. In this study of CRM Process is affected by (1) Customer needs, customer involvement in transaction processing ;(2) The need for tacit customer information;(3) The organizational culture;(4) Employee experience and knowledge.To build clear understanding of the process of CRM under this study. The objective of the projector study is 1) To take Customer Feedback of existing Services (Survey through Questionnaire);2) To understanding the process of customer relationship management;3) To generating the revenue for existing customer;4) To find out the problems or gap between the organization and customer.Data Collection tool: Questionnaire, Email.

CHAPTER 2INTRODUCTION

CHAPTER 2INTRODUCTION 2.1 INTRODUCTION TO THE TOPIC: The title chosen for the project is:Customer Satisfaction Survey for existing Small and Medium Enterprises.The objective of the project has been classified are primary and secondary objective.Primary Objective: 1. To take Customer Feedback of existing Services (Survey through Questionnaire);2. To understanding the process of customer relationship management;3. To generating the revenue for existing customer;4. To find out the problems or gap between the organization and customer.5. To study the product line of Tata Teleservices Ltd6. To study the customer profiles of Tata Teleservices Ltd.7. Understand the need of clients and understand the process of segmentation, targeting and position for telecom industrial products.Problems faced by the Organization Positioning of the company is blurred in the minds of the target market. Customer not providing proper information grading service. Customer address problem (not having proper or correct address of organization) Proper study about customer needs and demand. Competitive analysis is extremely essential. Promotion and propaganda are the areas to be concentrated. Maintaining and upgrading the position of company in market. Maintaining the good customer relationship.

Choice a particular topic for research 1) Understating the customer needs and demands. 2) Understanding the Organization as well as client behaviour. 3) Wanted to learn customer relationship management process. 4) This topic is going to further help in understanding the concepts of marketing in a better and a practical way. 5) Understanding the kind of problems customer facing in telecom products. 6) The topic helps to demonstrate independent skills. 7) The topic did not just generate interest but also sustained it.

Benefits of the study to you, company Benefits to Myself:1) Professional communication.2) Learning the entire process of CRM.3) Exposure to practical business scenario.4) The Research encouraged me to identify strengths and prioritize their professional development.5) It enabled me to consider the skills and experiences that would enhance my career prospects and articulate the knowledge, behaviours and attributes.6) It helped to enhance critical skills in communication, independent thinking, creativity and problem-solving 7) It helped to clarify academic and career interests and goal.Benefit to the company:1) Increased number of client data.2) Important lead generated.3) To easily solve clients problems regarding speed and Billing 4) Information about new competitors on regular basis.5) Sales promotion of the new product within new markets.6) Feedback of existing clients.

How is the research going to change existing scenario?1) The company is getting some big leads generated.2) The company forms this research garneting the revenue. 3) Information regarding the market sources of demand and supply is made available to the company.4) The company is getting an opportunity to make its place into untapped markets.5) The company is getting information about new and potential competitors.6) Increasing the position in the market by targeting the customer.7) Prioritizing of potential customers will become possible.

Expected outcome of the project1) Improved process of follow up with potential clients.2) Enhanced professional communication of approaching the clients.3) Reducing the customer problem regarding solutions.4) Structured mechanism for generating the leads and converting them to clients.5) Improved positioning of the company in minds of the customer.6) Improved customer relationship.7) Developing long term commercial relationship with the customer.

2.2 Customer Satisfaction:According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations.The biggest management challenge in the new millennium of liberalization and globalization for a business is to serve and maintain good relationship with the king the customer. In the past producers took their customers for granted, because at that time the customers were not demanding nor had alternative source of supply or suppliers. But today there is a radical transformation. The changing business environment is characterized by economic liberalization, increasing competition, high consumer choice, demanding customer, more emphasis on quality and value of purchase etc.All these changes have made todays producer shift from traditional marketing to modern marketing. Modern marketing calls for more than developing a product, pricing it, promoting it and making it accessible to target customer. It demands building trust, a binding force and value added relationship with the customers.The process of developing a cooperative and collaborative relationship between the buyer and seller is called customer relationship management shortly called CRM. According to Ashokadutt head of Citibank the idea of CRM is to know the individual customer intimately, so that the company has a customized product ready for him even before he asks for it.Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in todays blooming market. Customers expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time.Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. An ideal CRM system is a centralized collection all data sources under an organization and provides an atomistic real time vision of customer information. A CRM system is vast and significant, but it be can implemented for small business, as well as large enterprises also as the main goal is to assist the customers efficiently.

Usually an organization consists of various departments which predominantly have access to customers information either directly or indirectly. A CRM system piles up this information centrally, examines it and then makes it addressable within all the departments. Lets take an example of an international call centre which uses a CRM tool called xyz and is integrated with a phone and a computer system or laptop. Now this system automatically perceives which customer is calling. Before the executive attends the phone the CRM system brings forth the customer details on the computer or laptop screen and also indicates what the opportunity of deals is with that particular customer, what the customer had already purchased or ordered in past and what is the probability of buying in future. Not only this, it can also highlight what all products best suit this customer. For finance department it may show the information regarding the current balance and for accounting department it may pop out the information regarding the recent purchases by the customer. All these pieces of data are stored in the CRM database and are available as and when it is needed. According to this example, CRM system provides a well defined platform for all business units to interact with their clients and fulfil all their needs and demands very effectively and to build long-term relationship.Wangling this kind of relationship with customers is not easy to manage and it depends on how the systematically and flexibly a CRM system is implemented or integrated. But once its accomplished it serves the best way in dealing with customers. In turn customers feels gratitude of self-satisfaction and loyalty which results in better bonding with supplier and hence increasing the business.A CRM system is not only used to deal with the existing customers but is also useful in acquiring new customers. The process first starts with identifying a customer and maintaining all the corresponding details into the CRM system which is also called an Opportunity of Business. The Sales and Field representatives then try getting business out of these customers by sophistically following up with them and converting them into a winning deal.Customer Relationship Management strategies have given a new outlook to all the suppliers and customers to keep the business going under an estimable relationship by fulfilling mutual needs of buying and selling.

2.3 How to introduce CRM in the company:

There are four key steps for putting one to one marketing program to work Step 1: Identify your customersTo launch a one to one initiative the company must be able to locate and contact a fair number of customers or at least a substantial portion of its valuable customers. It is crucial to know the customer details as much as possible, not just their names or address, but their habits, preferences and so forth.

Step 2: Differentiating your customersCustomers are different in two principal ways, they represent different levels of value and have different needs. Once the company identifies its customers differentiating them will help the company to focus its efforts to gain the most advantage with the most valuable customers.Step 3: Interacting with the customerInteraction is also a crucial component of a successful CRM initiative. It is important to remember that interaction just not occur through marketing and sales channels, customer interact in many different ways with many different areas of the organization so to foster relationship all the areas of the Organization must be accessible to the customer.

Step 4: Customize your enterprises behaviourUltimately to lock a customer into a relationship a company must adapt some aspect of its behaviour to meet customers individually expressed needs this might mean mass customizing a manufactured product or it might involve tailoring some aspect of the service surrounding the product.

CHAPTER 3OBJECTIVES OF THE STUDY

CHAPTER 3OBJECTIVES OF THE STUDYThe objective of the project has been classified are primary and secondary objective.Primary Objective: 1. 1 To take Customer Feedback of existing Services (Survey through Questionnaire);2. To understanding the process of customer relationship management;3. To generating the revenue for existing customer;4. To find out the problems or gap between the organization and customer.5. To study the product line of Tata Teleservices Ltd6. To study the customer profiles of Tata Teleservices Ltd.7. Understand the need of clients and understand the process of segmentation, targeting and position for telecom industrial products.

The hypothesis for the study was:1. Majority of B2B customers are satisfied with the product and service offered by the company.2. It is possible to study the B2B customer satisfaction levels with the help of suitable research techniques.Limitations: Time and Cost constraints were also there. A samples size of seventy has been use due to time limitations. A majority of respondents show lack of cooperation and are biased towards their own opinions Details and offer given by other companies were not provided to us. Only the population Pune cannot represent the nature of whole country The analysis is depended on the customer response. In reality the picture might be different.

Chapter 4SECTOR PROFILE

Chapter 4SECTOR PROFILE4.1IntroductionThe Indian telecom industry has undergone significant structural transformation since its liberalization in the 1990s. During the last decade, the Indian telecom industry has evolved into a multi-segment, competitive market from a small supplier-dominated market having public sector monopoly. Coherent Government policies have played a crucial role in shaping the structure of the Indian telecom sector.Structure of the Indian Telecom Industry:Major sectors of telecommunication industry in India are telephony, internet, Data centers and broadcasting.Telephony The telephony segment is dominated by private-sector and two state-run businesses. Most companies were formed by a recent revolution and restructuring launched within a decade, directed by Ministry of Communications and IT, Department of Telecommunications and Minister of Finance. Since then, most companies gained 2G, 3G and 4G licenses and engaged fixed-line, mobile and internet business in India. On landlines, intra-circle calls are considered local calls while inter-circle are considered long distance calls. Foreign Direct Investment policy which increased the foreign ownership cap from 49% to 74%. Currently Government is working to integrate the whole country in one telecom circle. For long distance calls, the area code prefixed with a zero is dialed first which is then followed by the number (i.e. To call Delhi, 011 would be dialed first followed by the phone number). For international calls, "00" must be dialed first followed by the country code, area code and local phone number. The country code for India is 91. Several international fiber-optic links include those to Japan, South Korea, Hong Kong, Russia, and Germany. Some major telecom operators in India include Airtel, Vodafone, Idea, Aircel, BSNL, MTNL, Reliance Communications, TATA Teleservices, Infotel, MTS, Uninor, TATA DoCoMo, Videocon, Augere, Tikona Digital.Fixed TelephonyUntil the New Telecom Policy was announced in 1999, only the Government-owned BSNL and MTNL were allowed to provide land-line phone services through copper wire in India with MTNL operating in Delhi and Mumbai and BSNL servicing all other areas of the country. Due to the rapid growth of the cellular phone industry in India, landlines are facing stiff competition from cellular operators. This has forced land-line service providers to become more efficient and improve their quality of service. Land-line conations are now also available on demand, even in high density urban areas. India has over 31 million main line customers.Mobile Telephony

In August 1995, Chief Minister of West Bengal, Shri Jyoti Basu ushered in the cell phone revolution in India by making the first call to Union Telecom Minister Sukhram. Sixteen years later 4th generation services were launched in Kolkata. With a subscriber base of more than 929 million, the Mobile telecommunications system in India is the second largest in the world and it was thrown open to private players in the 1990s. GSM was comfortably maintaining its position as the dominant mobile technology with 80% of the mobile subscriber market, but CDMA seemed to have stabilized its market share at 20% for the time being. By May 2012 the country had 929 million mobile subscribers, up from 350 million just 40 months earlier. The mobile market was continuing to expand at an annual rate in excess of 40% coming into 2010.According to data provided by Minister of State for Communications and IT Milind Deora, as of 30 November 2012, India has 7,36,654 base transceiver stations (2G GSM & CDMA, and 3G). Of those, 96,212 base transceiver stations provide 3G mobile and data services. Out of India's 640 districts, 610 districts are covered by 3G services as of 30 November 2012. The country is divided into multiple zones, called circles (roughly along state boundaries). Government and several private players run local and long distance telephone services. Competition has caused prices to drop and calls across India are one of the cheapest in the world. The rates are supposed to go down further with new measures to be taken by the Information Ministry. In September 2004, the number of mobile phone conations crossed the number of fixed-line conations and presently dwarfs the wire line segment by a ratio of around 20:1. The mobile subscriber base has grown by a factor of over a hundred and thirty, from 5 million subscribers in 2001 to over 929 million subscribers as of May 2012. India primarily follows the GSM mobile system, in the 900MHz band. Recent operators also operate in the 1800MHz band. The dominant players are Airtel, Reliance, Vodafone, Idea cellular and BSNL/MTNL. There are many smaller players, with operations in only a few states. International roaming agreements exist between most operators and many foreign carriers. The government allowed Mobile number portability (MNP) which enables mobile telephone users to retain their mobile telephone numbers when changing from one mobile network operator to another. India is divided into 22 telecom circles.Currently, both public sector players as well as the private sector players are actively catering to the rapidly growing telecommunication needs in India. Private participation is permitted in all segments of the telecom industry, including ILD, DLD, basic cellular, internet, radio paging, et al. The broad structure of the telecom industry (in terms of service providers) is depicted in the diagram below.Wireless Internet2nd Generation Internet is the most prevalent in India. Wireless ISPs in India use both CDMA and Edge technologies for 2G.Data centres CtrlS Datacenters Ltd Tata Communications Limited Netmagic Solutions Reliance Datacenter Web Werks IDC Net4 Datacenter RackBank DatacenterBroadcastingTelevision broadcasting began in India in 1959 by Doordarshan, a state run medium of communication, and had slow expansion for more than two decades. The policy reforms of the government in 1990s attracted private initiatives in this sector, and since then, satellite television has increasingly shaped popular culture and Indian society. However, still, only the government owned Doordarshan has the license for terrestrial television broadcast. Private companies reach the public using satellite channels; both cable television as well as DTH has obtained a wide subscriber base in India. In 2012, India had about 148 million TV homes of which 126 million has access to cable and satellite services.

4.2HistoryThe BeginningA microwave tower for short distance (50 km) communicationThe history of Indian telecom can be started with the introduction of telegraph. The Indian postal and telecom sectors are one of the worlds oldest. In 1850, the first experimental electric telegraph line was started between Calcutta and Diamond Harbour. In 1851, it was opened for the use of the British East India Company. The Posts and Telegraphs department occupied a small corner of the Public Works Department, at that time.

Subsequently, the construction of 4,000 miles (6,400km) of telegraph lines connecting Kolkata (then Calcutta) and Peshawar in the north along with Agra, Mumbai (then Bombay) through Sindwa Ghats, and Chennai (then Madras) in the south, as well as Ootacamund and Bangalore was started in November 1853. William O'Shaughnessy, who pioneered the telegraph and telephone in India, belonged to the Public Works Department, and worked towards the development of telecom throughout this period. A separate department was opened in 1854 when telegraph facilities were opened to the public.

In 1890, two telephone companies namely The Oriental Telephone Company Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of India to establish telephone exchanges in India. The permission was refused on the grounds that the establishment of telephones was a Government monopoly and that the Government itself would undertake the work. In 1891, the Government later reversed its earlier decision and a license was granted to the Oriental Telephone Company Limited of England for opening telephone exchanges at Calcutta, Bombay, Madras and Ahmadabad and the first formal telephone service was established in the country.[12] On 28 January 1882, Major E. Baring, Member of the Governor General of India's Council declared open the Telephone Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta named the "Central Exchange" had a total of 93 subscribers in its early stage. Later that year, Bombay also witnessed the opening of a telephone exchange. Further developments and milestones Pre-1902 Cable telegraph 1902 First wireless telegraph station established between Sagar Island and Sandhead. 1907 First Central Battery of telephones introduced in Kanpur. 19131914 First Automatic Exchange installed in Shimla. 1927 Radio-telegraph system between the UK and India, with Imperial Wireless Chain beam stations at Khadki and Daund. Inaugurated by Lord Irwin on 23 July by exchanging greetings with King George V. 1933 Radiotelephone system inaugurated between the UK and India. 1953 12 channel carrier system introduced. 1960 First subscriber trunk dialing route commissioned between Lucknow and Kanpur. 1975 First PCM system commissioned between Mumbai City and Andheri telephone exchanges. 1976 First digital microwave junction. 1979 First optical fibre system for local junction commissioned at Pune. 1980 First satellite earth station for domestic communications established at Sikandarabad, U.P.. 1983 First analogue Stored Programme Control exchange for trunk lines commissioned at Mumbai. 1984 C-DOT established for indigenous development and production of digital exchanges. 1995 First mobile telephone service started on non-commercial basis on 15 August 1995 in Delhi. 1995 Internet Introduced in India starting with Mumbai, Delhi, Calcutta, Chennai and Pune on 15 August 1995

4.3 Major Player of Indian telecom Industry: Airtel Reliance Communications Idea Tata Communications MTNL TTML BSNL Vodafone India TataTeleservices Aircel SSTL Global Player of telecom Industry China Mobile AT&T Verizon Communications Vodafone Amrica Mvil Telefnica Telstra Nippon Telegraph & Tel Deutsche Telekom Softbank

4.4Telecom Regulatory framework Introduction The mobile phone has made a paradigm shift in the life of Indians. It is one of the major infrastructure drivers like power, road etc. which are the critical components of overall socio economic development of the nation. Indian mobile industry has come a long way during the last 15 years and it is considered as a poster boy of Reforms and Liberalization. The regulatory and policy changes of the Government played a major role in this phenomenal growth during the last 15 years. The key regulatory bodies of the telecom industry are the Department of telecom which is the licensor, TRAI, which functions as the regulator and TDSAT which is the judiciary body. Department of Telecom (DoT)The DoT comes under the purview of Ministry of Communications and Information Technology. The Department of Telecom formulates developmental policies for the accelerated growth of the telecommunication services. The Department is responsible granting licenses for various telecom services like Unified Access Service Internet and VSAT services, managing radio frequency in close coordination with the international bodies and enforcing wireless regulatory measures by monitoring wireless transmission of all users in the country. Wireless planning Coordination Wing (WPC)The WPC Wing of the Ministry of Communications, created in 1952, is the National Radio Regulatory Authority responsible for Frequency Spectrum Management, including licensing and caters for the needs of all wireless users in the country. It exercises the statutory functions of the Central Government and issues licenses to establish, maintain and operate wireless station WPC is divided into major sections like 1) Licensing and regulation 2) New technology group and3) Standing advisory committee on ratio frequency allocation ( SACFA).SACFA makes the recommendations on major frequency allocation issues, formulation of the frequency allocation plan, making recommendations on the various issues related to International Telecom Union (ITU), sorting out problems referred to the committee by various wireless users, issues clearance of the all wireless installations in the country etc.Telecom CommissionThe Telecom Commission was set up by the Government of India in 1989 with administrative and financial powers of the Government of India to deal with various aspects of Telecommunications. The Telecom Commission is responsible for policy formulation, licensing, wireless spectrum management, administrative monitoring of PSUs, research and development and standardization Telecom Regulatory Authority of India (TRAI)TRAI was set up in 1997 by the government of India as an independent regulator of the business of telecommunications in the country. TRAI is mandated to provide an effective regulatory framework and adequate safeguards to ensure fair competition and protection of consumer interests. The mission of TRAI is to create and nurture such conditions that encourage the growth of the telecommunications sector in India so that the country can play an important role in the world telecommunications society. The main objective of TRAI is to form a transparent and fair policy environment that encourages fair competition.TRAIs powers and functions includes settlement of disputes that arise between service providers, maintaining a register of interconnect agreements, and give advice to the government at the center on subjects that are connected with the development of the telecommunication technology. TRAI issues large number of directives, regulations, and orders that deal with various subjects such as interconnection, service quality, and tariff.Telecom Disputes Settlement & appellate tribunal (TDSAT)TDSAT was set up in May 2000 by the government of India to adjudicate over disputes that arise in the telecommunication sector. TDSAT was established with the view to protect the interest of the consumers and service providers of the telecommunication sector and also to encourage and ensure the growth of the telecommunication sector. The chairperson of TDSAT is appointed from the ranks of chief justice of a High Court or a Supreme Court judge and holds office for a period of 3 years. The TDSAT can adjudicate any disputes that arise between a group of consumers and service providers, a licensee and a licensor, and also between two or more than the service providers. The power and function of Telecom Disputes Settlement & Appellate Tribunal includes that it can hear the appeal and also dispose appeals that are against any order, direction, or decision of the TRAI.

4.5 Regulations 1. The Indian Telegraph Act, 1885 This Act is one of the oldest legislations still in effect in India and is an Act to amend the law relating to telegraphs10 in India.

2. The Indian Wireless Telegraphy Act, 1933 This Act was enacted to regulate the possession of wireless telegraphy apparatus11. According to this Act, the possession of wireless telegraphy apparatus by any person can only be allowed in accordance with a license issued by the telecom authority. Further, the Act also levies penalties if any wireless telegraphy apparatus is held without a valid license.

3. The Telecom Regulatory Authority of India Act, 1997 The Telecom Regulatory Authority of India Act, 1997 enabled the establishment of the TRAI. The role and functions of the TRAI have already been discussed in Chapter III above. Interestingly, the 1997 Act empowered the TRAI with quasi-judicial authority to adjudicate upon and settle telecom disputes. Later this Act was amended by the Telecom Regulatory Authority of India (Amendment) Act, 2000 to bring in better clarity and distinction between the regulatory and recommendatory functions of TRAI.

4. The Information Technology Act, 2000 In 2000, the Indian Parliament passed the Information Technology Act, 2000 (ITA) mainly to promote e-commerce and give legal recognition to electronic documents and digital signatures as means to authenticate electronic documents. Later, the Information Technology (Amendment) Act, 2008 (ITAA 2008) was passed which provided additional focus on information security as well as added several new sections on offences including cyber terrorism and data protection.

CHAPTER 5COMPANY PROFILE

CHAPTER 5COMPANY PROFILE

5.1TATA GROUP IN COMMUNICATIONSCommunications is among the Tata Group's larger investments, with over $7.5 billion already committed. The Group's objective is to provide end-to-end telecommunications solutions for business and residential customers across the nation and internationally. The Group's communications activities are currently spread primarily over four companies-Tata Teleservices Limited, its associate Tata Teleservices (Maharashtra) Limited, Tata Communications (erstwhile VSNL) and Tata Sky. Together, these companies cover the full range of communications services, including: Telephony Services: Fixed and Mobile Media & Entertainment Services: Satellite TV Data Services: Leased Lines, Managed Data Networks, IP/MPLS VPN, Dial-up Internet, Wi-Fi and Broadband Value-added Services: Mobile and Broadband Content/Applications, Calling Cards, Net Telephony and Managed Services Infrastructure Services: Submarine Cable Bandwidth, Terrestrial Fiber Network and Satellite Earth Stations and VSAT Connectivity5.2TTL ProfileTata Teleservices Limited spearheads the Tata Groups presence in the telecom sector. The Tata Group includes over 100 companies, over 450,000 employees worldwide and more than 3.8 million shareholders.Incorporated in 1996, Tata Teleservices Limited was the pioneer of the CDMA 1x technology platform in India, embarking on a growth path after the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. Over the last few years, the company has launched significant services CDMA mobile operations in January 2005 under the brand name Tata Indicom, market-defining wireless mobile broadband services under the brand name Tata Photon in 2008 and 2G GSM services under the brand name Tata DOCOMO in 2009.Tata Teleservices Limited also has a significant presence in the 2G GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services. Tata DOCOMO was born after Tata Groups strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata DOCOMO received a pan-India license to operate GSM telecom services and rolled out GSM services in all the 18 telecom Circles where it received spectrum from the Government of India in the quick span of just over a year.One of the key milestones in October 2011 was the brand integration exercise at TTL, which saw the Companys many brands being consolidated under its single flagship brand, Tata DOCOMO. This helped TTL leverage the benefits of brand synergies and capitalize on its vast retail and distribution network, which is the largest amongst all private telecom operators in the country.Tata DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the very face of telecoms in India, being the first to pioneer the per-second tariff option part of its Pay for What You Use pricing paradigm.Tata Teleservices Limited also became the first Indian private telecom operator to launch 3G services in India under with the launch of services in November 2010 in all nine telecom Circles where the company bagged the 3G license. In association with its partner NTT DOCOMO, the Company finds itself favourably positioned to leverage this first-mover advantage. With 3G, Tata DOCOMO has begun to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the worlds leading mobile operators in Japan, the company is the clear market leader, used by nearly 55 per cent of the countrys mobile phone users.TTL entered into a strategic partnership agreement with Indian retail giant Future Group to offer mobile telephony services under a new brand name T24, on the GSM platform. Tata Teleservices also has a strategic tie up with Virgin Mobile that primarily caters to youth segment offering mobility services on both CDMA and GSM platform. Tata Teleservices is the undisputed market leader in the fixed wireless telephony market amongst private operators. In the wireless mobility space, the company in the past has been rated as the Least Congested Network in India for eight consecutive quarters by the Telecom Regulatory Authority of India through independent surveys.Today, Tata Teleservices, along with Tata Teleservices (Maharashtra) Limited, has a reach in more than 450,000 towns and villages across the country, with a bouquet of telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wire line Services.In December 2008, Tata Teleservices announced a unique reverse equity swap strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure Limited with the combined entity kicking off operations with 18,000 towers, thereby becoming the largest independent entity in this space and with the highest tenancy ratios in the industry. Today, the combined entity which has been re-christened as VIOM Networks has a portfolio of nearly 60,000 towers.The company in the recent past has won many awards. TTSL was named The Best Emerging Markets Carrier by Telecom Asia, and received 8 awards at the World HRD Conference, including 5th Best Employer in India. The company also received 3 awards at the Telecom Operator Awards 2010 from Tele.net; Best Company, CEO of the Year and Best Quality of Service, and Business Standard award for 'Most Innovative Brand of the Year'. Tata DOCOMO was recently recognized as the best Utility VAS Service Provider and Best Mobile Broadband Service Provider for the year 2012 by Frost & Sullivan.5.3 TATA DOCOMO: Tata DOCOMO is Tata Teleservices Limited's telecom service on the GSM platformarising out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata Teleservices has received a license to operate GSM telecom services in 19 of India's 22 telecom Circlesand has also been allotted spectrum in 18 telecom Circles. Of these, it has already rolled out services in all the 18 Circles that it received spectrum in from the Government of IndiaTamil Nadu, Kerala, Orissa, Karnataka, Andhra Pradesh, Maharashtra, Mumbai, Madhya Pradesh-Chhattisgarh, Haryana-Punjab, Kolkata, Rest of West Bengal, Jharkhand, Bihar, UP (East), UP (West), Gujarat, Himachal Pradesh and Rajasthan.Tata DOCOMO has also become the first Indian private operator to launch 3G services in India, with its recent launch in all the nine telecom Circles where it bagged the 3G license. In association with its partner NTT DOCOMO, the Company finds itself suitably positioned to leverage this first-mover advantage. With 3G, Tata DOCOMO stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading mobile operatorsin Japan, the company is the clear market leader, used by nearly 55 per cent of the country's mobile phone users.NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. Over the years, technologists at DOCOMO have defined industry benchmarks like 3G technology, as also products and services like i-Mode, e-wallet and a plethora of lifestyle-enhancing applications. Last year itself, while most of the rest of the industry was only beginning to talk of 4G technology and its possible applications, DOCOMO had already concluded conducting 4G trials in physical geographies, not just inside laboratories!DOCOMO is a global leader in the VAS space, both in terms of services and handset designs, particularly integrating services at the platform stage. The Tata Group-NTT DOCOMO partnership will see offerings such as these being introduced in the Indian market through the Tata DOCOMO brand.Tata DOCOMO has also set up a 'Business and Technology Coordination Council', comprising of senior personnel from both companies. The council is responsible for the identification of key areas where the two companies will work together. DOCOMO, the world's leading mobile operator, will work closely with the Tata Teleservices Limited management and provide know-how to help the company develop its GSM business. On the CDMA platform, despite being the latest entrant, Tata Indicom has already established its presence and is the fastest-growing pan-India operator. Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 84 million customers in more than 450,000 towns and villages across the country, with a bouquet of telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wireline Services.

5.4 VISION AND VALUES AT TATA TELESERVICES (MAHARASHTRA) LtdVision:Be one of Indias top 3 telecom companies by 2015

Delivering sustained profitabilityBeing refreshingly different in all that we doSimplifying and enriching peoples livesBecoming a great place to work in

Values:

ExcellenceHighest possible in quality of goods &servicesResponsibilityWhat comes from the people goes back to the people many times overIntegrityFair, honest & transparent in all dealingsUnderstandingCare, respect & compassion for customers and colleagues

UnityBuild strong relationships with partners & customersworldwide

5.5 Board of DirectorsMr. Kishor ChaukarDesignation: ChairmanMr. Srinath NarasimhanDesignation: Managing DirectorCompany :Tata Teleservices (Maharashtra) Ltd.

Mr. S. RamadoraiDesignation: DirectorMr. Koji OnoDesignation :Director

Mr. Amal GanguliDesignation :Independent Director

Mr. NS RamachandranDesignation: Independent Director

Prof. Ashok JhunjhunwalaDesignation: Independent Director

Mr. Nadir GodrejDesignation: Independent Director

5.6 Product :Wireless VoiceWireless DataData SolutionsWireless Voice

PRI/ BRITata Docomo PhotonBroadbandGSM Voice

Centrex3GWi-FiCDMA Voice

Conferencing SolutionsTata Photon Biz GatewayInternet Lease LineTata Walky

Toll Free SolutionsMPLSWireless EPABX

P2P

ILL:Todays business increasingly relies on Internet applications and networks to communicate and collaborate. You cant afford your business relationships to be jeopardized because of the inability to communicate effectively and securely.

Tata Docomo offers a high performance, carrier grade and dedicated connection, which gives you an individual, permanently assigned, uncontested connection or port on Tata Docomo Internet backbone network. Its an ideal solution for businesses that are outgrowing their dial-up and need a dedicated connection for 24-hours-a-day access. Our state-of-the-art solutions deliver reliable and cost-effective communications that are fully supported and secure. And because the service is designed exactly to suit your needs, you only pay for what you need to control costs.Supporting the extensive range of connecting carriage service types, speeds and usage options, Tata Docomo has the flexibility and scalability to meet the needs of all types and sizes of businessesBroadband:The term broadband refers to the wide bandwidth characteristics of a transmission medium and its ability to transport multiple signals and traffic types simultaneously. The medium can be coax, optical fiber, twisted pair or wireless. In contrast, baseband describes a communication system in which information is transported across a single channel. Prior to the invention of home broadband, dial-up Internet access was the only means by which one could access the Internet and download files such as songs, movies, e-mails, etc. It would take anywhere from 1030 minutes to download one song (3.5MB) and over 28 hours to download a movie (700MB). Dial-up Internet was also considered very inconvenient as it would impair the use of the home telephone line, and users would contemplate whether or not to get a second line, and if doing so was worth the costPRI:PRI is a local exchange access service that creates a direct digital connectionof 30 channels of 64 kbps each, (2Mbps for a PRI) from Tata Docomo switch toprovide voice, data, image and video services on a single line

eCentrex:We understand how difficult it is to co-ordinate between departments when they have different addresses. Making all those calls can be very expensive and eat into your companys profits. That is where eCentrex can prove to be both useful and cost-effective.eCentrex is a multiple wireline connection with group calling benefits and it connects all your offices. It functions like an intercom and serves the dual purpose of an office phone as well as an office extension with direct outward and inward dialing.

Toll Free Solutions:Why only Tata Docomo Flexi-Toll? Accessible from all leading operators across India The service is accessible by all subscribers of all operators across the country. This means no matter where your customer is or which service provider he has, he will always be able to get in touch with your company. Flexibility of base products The service can be subscribed on an y post-paid wireless or wire line product from Tata Docomo. This can ensure faster deployment of the service. Advanced call routing Advanced call routing options is one of t he unique features of Tata Docomo Flexi-Toll that sets it apart. You can choose your routing preferences and change them or define them online at any point. Geographic/Point of Call Routing Time of Day/Time Interval Routing Day of Week/ Year Routing Percentage Allocation Routing Condition-Based Routing Call Area Selection/Tailored Call Coverage Menu Based Routing PIN Based Routing Interactive web interface Tata Docomo Flexi-Tolls user-friendly web interface manages most aspects of call r outing. Also, its extremely easy to change/define the routing online, in real time according to your preference. Online reports for customers analysis Keep a tab on t he growth of your business and your customers with analysis reports. You can get a count-based report on allowed or number of calls received. You can even get a count-based recent call history report.

Audio Conferencing Solutions:Today in a globalised world, enterprises have a greater need to partner and collaborate. Audio Conferencing has become an important tool for businesses which need to connect and collaborate with people across functions and geographiesTata Docomo owns, controls and monitors its own intelligent and scalable telecom infrastructure that has ample capacity on bridge - giving you uninterrupted conference calls with superior clarity.The customer service desk manned by trained conference call facilitators makes sure that you receive carrier class service that is available 24x7 at the most competitive rates. Features such as guaranteed port availability, host dial-out, roster playback, lecture mode and security; ensure that your every need during a multi-party audio conference call is covered.

MPLSBusinesses of all types and sizes are facing the challenge of integrating data, voice, and video traffic in easily managed, scalable, economical, and flexible networks. Multi-protocol based Virtual Private Networks (VPNs) have emerged as a fundamental solution for meeting this challenge and businesses are now looking to service providersfor value-added, cost-effective VPN services. By outsourcing VPNs to a service provider, businesses gain the advantages of reduced capital and personnel costs, simpler network Management, "and pay-as-you-grow" scalability.Managed Enterprise Network Services with L3 (Layer 3) and L2 (Layer 2) VPN services bring down your companys overhead costs, increases reliability, scalability and ensures security.

Business benefits: Class of Service Four differentiated Classes of Service (CoS) mean that real time and delay Sensitive traffic can be prioritized according to your individual business requirements Multiple VPNs the ability to establish VPNs within a single VPN means that sensitive information can be shared securely between relevant sites Full range of access options flexible access options include Ethernet, contended and uncondensed ADSL for branch offices and teleworkers and remote dial access for people on the move. Business integration - this allows you to provide business partners or your customers with restricted access to specific areas of your VPN so they can join in voice and video conferencing activities and review information together securely All in one converged communication platform across organisation Service Level Guarantee the Service Level Guarantee provides guaranteed thresholds for each Class of Service. These thresholds are supported by service creditsWi-Fi:Wi-Fi, also spelled Wifi or WiFi, is a popular technology that allows an electronic device to exchange data or connect to the internet wirelessly using radio waves. The Wi-Fi Alliance defines Wi-Fi as any "wireless local area network (WLAN) products that are based on the Institute of Electrical and Electronics Engineers' (IEEE) 802.11 standards".[1] However, since most modern WLANs are based on these standards, the term "Wi-Fi" is used in general English as a synonym for "WLAN". Only Wi-Fi products that complete Wi-Fi Alliance interoperability certification testing successfully may use the "Wi-Fi CERTIFIED" trademark.A device that can use Wi-Fi (such as a personal computer, video-game console, smartphone, digital camera, tablet or digital audio player) can connect to a network resource such as the Internet via a wireless network access point. Such an access point (or hotspot) has a range of about 20 meters (65feet) indoors and a greater range outdoors. Hotspot coverage can comprise an area as small as a single room with walls that block radio waves or as large as many square miles this is achieved by using multiple overlapping access points Schematic of a device sending information wirelessly to another device, both connected to the local network, in order to print a document.Wi-Fi can be less secure than wired connections (such as Ethernet) because an intruder does not need a physical connection. Web pages that use SSL are secure but unencrypted internet access can easily be detected by intruders. Because of this, Wi-Fi has adopted various encryption technologies. The early encryption WEP, proved easy to break. Higher quality protocols (WPA, WPA2) were added later. An optional feature added in 2007, called Wi-Fi Protected Setup (WPS), had a serious flaw that allowed an attacker to recover the router's password.[2] The Wi-Fi Alliance has since updated its test plan and certification program to ensure all newly certified devices resist attacks.GSM Voice:Global System for Mobile Communications (GSM) services are a standard collection of applications and features available to mobile phone subscribers all over the world. The GSM standards are defined by the 3GPP collaboration and implemented in hardware and software by equipment manufacturers and mobile phone operators. The common standard makes it possible to use the same phones with different companies' services, or even roam into different countries. GSM is the world's most dominant mobile phone standard.The design of the service is moderately complex because it must be able to locate a moving phone anywhere in the world, and accommodate the relatively small battery capacity, limited input/output capabilities, and weak radio transmitters on mobile devices.CMDA Voice:Code division multiple access (CDMA) is a channel access method used by various radio communication technologies.CDMA is an example of multiple accesses, which is where several transmitters can send information simultaneously over a single communication channel. This allows several users to share a band of frequencies (see bandwidth). To permit this to be achieved without undue interference between the users CDMA employs spread-spectrum technology and a special coding scheme (where each transmitter is assigned a code).CDMA is used as the access method in many mobile phone standards such as cdmaOne, CDMA2000 (the 3G evolution of cdmaOne), and WCDMA (the 3G standard used by GSM carriers), which are often referred to as simply CDMA.Voice and Data Connectivity:Every new business has the complex task of organizing and acquiring keyInfrastructural resources in order to get started. The process as we know it, is not only expensive but also time consuming. With the combination of Wireless EPABX and Tata Docomo Photon Plus Business Gateway, businesses and emerging enterprises now have the opportunity to begin operational activities instantly without incurring an extravagant capital expenditure

5.6 AWARDS and RECOGNITIONS

TTSL has won the Global HR Excellence Award 2009 under the Institution Building Category by World HRD Congress in its Annual Award Ceremony held on 6th Feb 09. 63 Indian and Multinational Organizations participated in various Categories of the HR Excellence Awards. Delegates from over 60 countries participated in the event organized by World HRD Congress, which is a renowned conglomerate which drives HR excellence through Employer branding, HR research, and Best HR and People development practices. Various Institution Building Initiatives of TTSL like Trainee Scheme, Mentoring, Gyan Tarang, Tata Indicom Theme Leadership Initiative (TITLI), Promising Practices, Darpan Employee Engagement Model etc were appreciated by Senior Industry Leaders who were part of the jury.

TTSLs PROJECT DRISHTI BAGS 2ND NATIONAL TELECOM AWARDJoint initiative by Tata Teleservices Ltd and the National Association for the Blind provides viable employment opportunities for the disabled and visually-challenged New Delhi, May 16, 2008: On the occasion of World Telecom Day, Tata Teleservices Ltd, the fastest-growing telecom service provider, received the 2nd National Telecom Award 2008 for connecting with the physically challenged through project Drishti. In an event organized by the Telecom Equipment Manufacturers Association (TEMA), Mr Navin Chadha, Chief Information Officer (CIO), Tata Teleservices, received the award from the Union Minister for Communications & IT, Mr Thiru A Raja. Accepting the award, Mr Chadha, CIO, who is also the Project Manager for Drishti, said: I would like to convey my gratitude to the entire team at TTSL & NAB for marking this noble initiate a huge success. Project Drishti is bringing new hope and opportunities to thousands of people who live with visual disabilities. In fact, the success of Project Drishti has set the roadmap for implementing similar projects at a national level. Infusing good corporate citizenship has always been at the core of our business. We always strive to make a positive contribution to communities by supporting a wide range of socioeconomic, educational and health initiatives. Project Drishti is one of our several projects under the Corporate Sustainability initiative, Mr Chadha added. Drishti is a Corporate Sustainability initiative of TTSL, an enterprising idea to help the visually challenged become self-reliant, economically-independent, self-confident and bread-winners for their families. A dedicated team at TTSL trains the agents and mentors them for personality development, voice modulation, handling customers, etc. The first pilot project was set up in Mumbai with 10 visually-challenged individuals making outbound calls to Tata Teleservices customers and educating them on various schemes, offers and promotions. Today, there are 20 agents working at the call center and plans are on the anvil to add 10 more. With its growing popularity and demand, Tata Teleservices also plans to initiate this project in New Delhi. The initiative functions on the basis of an internally developed software Interactive Voice Response (IVR). This software records customer updates in specific formats as it identifies errors and omissions made by the agents, thereby, taking up the responsibilities of a supervisor. It enables the visually-challenged agents to work as efficiently as any other customer service agentproviding complete guidance and the required help to the caller. About Tata Teleservices: Tata Teleservices is one of India's leading private telecom service providers. The company offers integrated telecom solutions to its customers under the Tata Indicom brand, and uses the latest CDMA 3G1X technology for its wireless network. Tata Teleservices along with Tata Teleservices (Maharashtra) Limited operates in more than 5000 towns across 19 circles i.e. Andhra Pradesh, Gujarat, Karnataka, New Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kolkata, Kerala, Madhya Pradesh and RoWB. Tata Indicom brand has a customer base of over 25 million.

Innovative Retail Concept of the Year - Tata Teleservices LtdThe Global Jury of Asia Retail Congress has chosen Tata Teleservices Ltd as the WINNER of this years Innovative Retail Concept of the Year, part of the Reid & Taylor Awards for Retail Excellence, 2009. The award is being given to Tata Teleservices Limited for spearheading a unique trend in online retailing with the launch (in January 2008) of an online storei-choosefor experiencing and purchasing mobile connections. Asia Retail Congress is represented by 60 countries from across different parts of the worldit is a non-profit making activity, aimed at the professional cause of development and growth. i-choose provides customers the ultimate convenience of buying Tata Indicom post-paid connections at a click of the mouse, with an upfront commitment of activation and free doorstep delivery of the working handset within three working days. The service, which is accessible across India, was conceptualized by the Tata Teleservices Limited marketing team to ensure a leisurely and satisfying shopping / gifting experience. The award recognizes the many firsts that i-choose brings to TTSL and its consumers, viz TTSL is the first service provider to introduce an online retail store; i-choose empowers consumers to conduct research, compare and select from a wide range of handsets, tariff plans and value-added services, and offers the ultimate in convenience; Customers get to choose their preferred mobile number; Post-paid connections are accessible across the country at the click of a mouse; Upfront commitment of free delivery and activation within three working days; and Accessed simply by logging in to www.ichoose.ini-choose has been developed by Tata Teleservices to empower consumers to make an informed and well-researched choice from a wide range of Tata Indicom handsets, tariff plans and value-added services. Customers can compare and select the appropriate tariff plan, handset and value-added packs to suit their personal requirements and lifestyle demands. The e-shop is easy to navigate with a clutter-free design format and ensures convenience, even for a first-time Internet-user.

Tata Teleservices (Maharashtra) Limited wins the IT Service Provider Of The Year award Mumbai, 26th August, 2009: Tata Teleservices (Maharashtra) Limited (TTML) has bagged the prestigious IT Service Provider (Telecom/ISP) of the Year award at the Maharashtra Information Technology Awards 2009. The Maharashtra Information Technology Awards were instituted in 2004 to felicitate outstanding performance by the IT companies and institutions in Maharashtra. The awards are designed to encourage the growth and development of the IT sector in the state. TTML, with over 8 million subscribers across Maharashtra and Goa, is one of the few fully integrated telecommunication service providers and deploys CDMA, GSM and wire line services. It recently embarked on its vision for Digital Mumbai TM, offering broadband services over wire line and wireless media anytime, anywhere in Mumbai. Mumbai, which is witnessing a substantial overhaul of its physical infrastructure, requires the creation of world class digital infrastructure to realize its ambition to become the commercial capital of this part of the world, an Endeavour in which TTML is well positioned to play a critical role. Speaking on the occasion, Dr. Mukund Rajan, Managing Director, Tata Teleservices (Maharashtra) Limited said, I am delighted and honored to receive this award on behalf of TTML. This recognition from the Government of Maharashtra validates our efforts in creating a world class digital infrastructure and comprehensive communication solutions for our customers. This award will encourage and motivate us to continuously better our performance and deliver exemplary service to our customers. The award vindicates TTMLs continuous endeavor to deliver beyond our customers expectations with a range of innovative products, superior network and a passionate work-force.

5.7 Competitors Product wise:

ProductsCompetitors

BroadbandReliance, BSNL, Airtel, Tikona, Hi5, Sify, Vodafone ,hathway, You Broadband

Internet Lease Line (ILL)Reliance, BSNL, Airtel, Tikona, Vodafone, hathway, Idea

Wireless Data (Dongle)BSNL, MTS, Aircel, Airtel, Idea, Reliance, Vodafone,

Wireless Voice serviceAirtel ,Reliance Communications , Idea ,MTNL,BSNL , Vodafone India , Aircel ,Uninor

MPLSAirtel , Idea, Reliance, Vodafone

CentrexAirtel, Idea, Reliance, Vodafone

Wire line Voice serviceAirtel, BSNL,Vodafone, Reliance , Aircel, Idea, MTS

PRIBSNL, Airtel, Idea, Reliance ,Vodafone

VPNAirtel, Reliance, Vodafone

Cloud Computing Reliance, Airtel

Wi-FiAirtel, Reliance, Vodafone , Idea, Aircel, Tikona

CHAPTER 6LITERATURE REVIEW

CHAPTER 6LITERATURE REVIEW PAPER 1:

SERVICE QUALITY IN TELECOM SECTOR - A STUDY OFTELECOM SERVICE PROVIDERS OF CHANDIGARH,PANCHKULA AND MOHALI

Dr Sandhya Joshi, Assistant Professor, Graphic Era University, DehradunParveen Khurana, Associate Professor, Department of Commerce, M L N College,Yamunanagar (Haryana)

AbstractTelecom landscape has witnessed a major shift after 1996 with the advent of new technologies and is taking the lead in the market place. Increasing data communication speeds and decreasing cost for transmitting digital information have led to larger market penetration rates for broadband communications and related Internet applications, thus effectively transforming the traditional telecom industry structure. This transformation of telecom industry has enabled organizations in other industries to adopt new management infrastructures with more IT based applications like Enterprise Resource Planning (ERP), Supply Chain Management (SCM) and Customer Relationship Management (CRM), which are fundamentally driven by new telecom technologies. Internet technology along with telecom technologies is playing a big role in facilitating the transformation, in other words digitization, of several industries. .The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation and hence telecom infrastructure is treated as a crucial factor to realize the socio-economic objectives in India. Accordingly, the Department of Telecom has been formulating developmental policies for the accelerated growth of the telecommunication services.

Use to the project:Understanding Concept of Supply Chain Management (SCM) and Customer Relationship Management (CRM) in Telecom sector .

Paper 2:

Factors Affecting Customer Satisfaction

International Research Journal of Finance and EconomicsISSN 1450-2887 Issue 60 (2010) EuroJournals Publishing, Inc. 2010http://www.eurojournals.com/finance.htmFactors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Customer satisfaction is established when brand fulfills the needs and desires of customers. In this research study, the subscribers of telecom sector or the mobile service providers like Ufone, Mobilink, Telenor etc operating in Pakistan were targeted as the population while Price Fairness and customer services were the taken as predicting variables towards customer satisfaction as criterion variable. The results showed that both the factors significantly contributed to explain customer satisfaction but comparatively price fairness had the larger impact on customer satisfaction than customer services. Conclusion and implications of the study are also discussed based on the analysis.

Use to the ProjectUnderstanding the key factors which is affecting on customer satisfaction in telecom sector, as well as understanding the service quality and customer profiles.

Paper 3:International Journal of Innovative Research & StudiesImpact of service quality on customer satisfaction of mobile users- A Case study AbstractQualitative Services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout the world .This increase in telecommunication capabilities allow business to benefit from the information revolution in numerous ways, such as reforming their inventories, increasing productivity, and identifying new markets. But at the same time, in cellular mobile service sector, the customers switch out rate is much higher then any other service sector. To retain their customers, these companies have to enhance the quality of services so that the customer adheres to the same company for much longer chi square test is applied in this paper to check the authenticity of data given by the respondents.Use to the ProjectUnderstanding service quality, Product Profiles, Customer Profile and Customer feedback Concept.

CHAPTER 7RESEARCH METHODOLOGY

CHAPTER 6RESEARCH METHODOLOGYPrimary Objectives:1. To study the customer satisfaction levels of TTLs customers2. To take Customer Feedback of existing Services (Survey through Questionnaire);3. To understand the process of customer relationship management;4. To find out the problems or gap between the organization and customer5. To study the product line of Tata Teleservices Ltd.6. To study the customer profiles of Tata Teleservices Ltd.7. Understand the need of clients and understand the process of segmentation, targeting and position for telecom industrial products.The hypothesis for the study was:1. Majority of B2B customers are satisfied with the product and service offered by the company.2. It is possible to study the B2B customer satisfaction levels with the help of suitable research techniques.

Research MethodologyThere are three types of research design. These classifications are made according to the objective of the research. In some cases the research will fall into one of these categories, but in other cases different phases of the same research project will fall into different categories.

1) Exploratory research has the goal of formulating problems more precisely, clarifying concepts, gathering explanations, gaining insight, eliminating impractical ideas, and forming hypotheses. Exploratory research can be performed using a literature search, surveying certain people about their experiences, focus groups, and case studies. When surveying people, exploratory research studies would not try to acquire a representative sample, but rather, seek to interview those who are knowledgeable and who might be able to provide insight concerning the relationship among variables. Case studies can include contrasting situations or benchmarking against an organization known for its excellence. Exploratory research may develop hypotheses, but it does not seek to test them. Exploratory research is characterized by its flexibility.

2) Descriptive research is more rigid than exploratory research and seeks to describe users of a product, determine the proportion of the population that uses a product, or predict future demand for a product. As opposed to exploratory research, descriptive research should define questions, people surveyed, and the method of analysis prior to beginning data collection. In other words, the who, what, where, when, why, and how aspects of the research should be defined. Such preparation allows one the opportunity to make any required changes before the costly process of data collection has begun. There are two basic types of descriptive research: longitudinal studies and cross-sectional studies. Longitudinal studies are time series analyses that make repeated measurements of the same individuals, thus allowing one to monitor behaviour such as brand-switching. However, longitudinal studies are not necessarily representative since many people may refuse to participate because of the commitment required. Cross-sectional studies sample the population to make measurements at a specific point in time. A special type of cross-sectional analysis is a cohort analysis, which tracks an aggregate of individuals who experience the same event within the same time interval over time. Cohort analyses are useful for long-term forecasting of product demand.

3) Causal research is used to obtain evidence of cause - and - effect relationships. Marketing managers continually make decisions based on assumed causal relationships. These assumptions may not be justifiable, and the viability of the causal relationships should be examined via formal research. For example, the common assumption that a decrease in price will lead to increased sales and market share does not hold in certain competitive environments. Causal research is appropriate for the following purposes. 1. To understand which variables are the independent variables and which variables are the dependent ones. 2. To determine the nature of the relationship between the independent and dependent variables.

In this very project, the researcher is going to prepare a questionnaire whose main motive is to inquire about the product performance, obtain their feedback about service quality and obtain important suggestions from them as to how the customer satisfaction and customer retention can be increased thus creating a long term relationship with them. Thus this study can be put in the exploratory research design category because it is confined to a small number of respondents (100) by the help of whom the researcher tries to define the problem which is the acceptance level of customers for relationship marketing.

SamplingAn integral component of a research design is the sampling plan. Specifically, it addresses three questions: Whom to survey (The sample unit)? How many to survey (The sample size)? And how to select them (The sampling procedure)?

Making a census study of the entire universe will be impossible on the account of limitations of time, resources and money. Hence sampling becomes inevitable. A sample is only a portion of the universe of population. According to Yule, a famous statistician, the object of sampling is to get maximum information about the parent population with minimum effort. Properly done, sampling produces representative data of the entire population.

Methods of Sampling

Probability Sampling is also known as random sampling or chance sampling. Under this sampling design every item of the universe has an equal chance, or probability of being chosen for sample. This implies that the section of the sample items is independent of the persons making the study - that is the sampling operation is controlled objectively so that the items will be chosen strictly at random. Probability samples may take the form of: Simple Random Sampling Systematic Sampling Stratified Sampling Cluster and Area Sampling Sequential Sampling Multi stage Sampling

Non Probability Sampling is also known as deliberate sampling, purposive and judgment sampling. Non-probability sampling is that which does not provide every item in the universe with a known chance of being included in the sample. Non-probability sampling is of the following type: Convenience Sampling Quota Sampling Judgment Sampling Snowball Sampling

Sampling Method usedThis is an exploratory type research.

Sampling MethodNon Probability

SampleB2B Customers of Tata Teleservices Ltd

Sample UniverseIndia

Sample FrameB2B Customers of TTL in Pune city

Sample Size70

Table: Profile of sample studied

Data Collection TechniquesPrimary DataPrimary data is data that is gathered for a specific purpose or a specific section for a research project. Most marketing projects involve some primary data collection. The study required the conduct of an in depth personal interview and telephonic interview among a sample of 100 existing customers. The survey was conducted with the help of a structured questionnaire and such data was collected for the first time, to suit the purpose of the research.

Secondary DataSecondary data is data that already exists but might have been collected originally for some other purpose. Secondary data provide a starting point for research and offer the advantages of low cost and ready availability. Sources of secondary data included information from invoices of customers of TTL, and information stored in the company database.

Statistical Tools used for analyzing the data

Percentage Method Percentages are used for making comparison between two or more series of data. This tool was used to know the percentages, to which the respondents had responded for each of the parameters for the various questions in the questionnaire.

Pictorial AnalysisBar graphs and Pie charts are used to depict the data in pictorial format.

Scope of the Project

The scope of the project can be confined in terms of three elements of the project. They may be stated as under,1) Duration:The scope of the project was limited to the duration of 2 months as far as the time element is considered. The researcher had to do the project in the time stipulated by the University of Pune.

2) Location:As the researcher had done his project with Tata Teleservices Ltd, the location was limited to the local area of Pune city.Limitations:1. Time and Cost constraints were also there.2. A samples size of seventy has been use due to time limitations.3. A majority of respondents show lack of cooperation and are biased towards their own opinions4. Details and offer given by other companies were not provided to us.5. Only the population Pune cannot represent the nature of whole country6. The analysis is depended on the customer response. In reality the picture might be different.

CHAPTER 8 DATA ANALYSIS AND INTERPRETATION

CHAPTER 8DATA ANALYSIS AND INTERPRETATION1) Satisfaction with the Tata Teleservices Ltd image for the following.TABLE:8.1OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Internet Presence29251600

Information Material3823900

Consulting & Service16281277

Breadth of Product Range28201570

Latest Products26241460

GRAPH:8.1

Interpretation:From the responses given above by the respondents following factors can be interpreted: On the positive side, majority of the respondents are satisfied with the Tata Teleservices Ltd image for the Internet presence, Information Material, Consulting and Service and Latest products. Whereas, Very satisfied with the Breadth of Product range.

2) Customers judgments on the quotation processing referring to features mentioned below.TABLE:8.2OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Quick Response182414140

Quotation Details212311150

Staffs Availability14317180

Lead Time16242370

GRAPH:8.2 Interpretation: Majority of the customers have given judgments that they are Satisfied with the quotation processing referring to features like Quick Response, Quotation Details, Staffs Availability and Lead Time.

3) Customers opinion on Tata Teleservices Ltd order processing.TABLE:8.3OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Adherence to Delivery dates14311177

Flexibility of Delivery Time & Quantity21251077

Handling of Complaint14354116

Packaging3521770

GRAPH:8.3

Interpretation: The above graph shows that most of the customers are satisfied with the options given for the Order Processing. Such as Adherence to the Delivery Dates, Flexibility of Delivery Time, Handling of Complaint. While customers are Very Satisfied by Order Processing with Packaging.4) Customers views about the technical consulting service at Tata Teleservices Ltd.TABLE:8.4OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Staffs Capacity17281177

Variety of Solutions142418104

Speed of Response10341178

Technical Documentation17281177

GRAPH:8.4

Interpretation: The view towards the Technical Consulting Services such as, Staffs capacity, Variety of Solutions, Speed of Response and Technical Documentation is positive.

5) Satisfaction about Tata Teleservices Ltd Product Quality.Table:8.5OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Product Quality17341153

Design & Function31221980

Technical Properties142811107

Price/ Performance21241474

Economic Life-time14311780

Safety10341475

Graph:8.5

Interpretation: Majority of the customers are Satisfied with the Product quality, Technical Properties, Price/Performance, Economic Life-time and Safety. And Very satisfied with the Design and Function of product.

6) Opinion about Tata Teleservices Ltd customer service.Table:8.6OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Customer Support14341174

Handling of Complaint11242177

Easy Processing14182882

Staffs Knowledge11381146

Customer Service241471411

Graph:8.6

Interpretation: Above graph shows that customers are Satisfied with the Customer Support received by them, along with Handling of Complaint and Staffs knowledge, The opinion regarding Easy Processing is neutral. Most of the customers are Very satisfied by the Customer Service.

7) Opinion about Tata Teleservices Ltd. in general?Table:8.7OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery DissatisfiedTotal no. of Respondents

Satisfaction1728910670

Graph:8.7

Interpretation: Out of 70 respondents, 17 are Very satisfied, 28 are Satisfied, 9 are Neutral, 10 is Dissatisfied and 6 is Very dissatisfied with TTL in general.

8) Is it your intention that you would continue to use Tool holders of Tata Teleservices Ltd in the future?Table:8.8OptionsYESNOPerhapsTotal no. of Respondents

Further Contract38141870

Graph:8.8 Interpretation: Out of 70 respondents, 41 respondents have said yes that they will continue to use the Tool holders of TTL. 18 have said Perhaps. Whereas 11 have said no.

9. Recommendation of Tata Teleservices Ltd to a colleague/company? Table:8.9OptionsYESNOPerhapsTotal no. of Respondents

Recommendation4519670

Graph:8.9

Interpretation:Out of 70 respondents, 45 have said they will recommend TTL to others.19 respondents said they wont recommend it to others.

10) If possible would you please rate Tata Teleservices Ltd. as a supplier? Table:8.10OptionsGoodAverageBelow AverageTotal no. of Respondents

Supplier Rating36241070

Graph:8.10

Interpretation: Out of 70 respondents, 36 have said TTL is Good supplier. 24 have said TTL is an Average supplier. And 10 have TTL is an Below average supplier.

CHAPTER 9FINDINGS

CHAPTER 9FINDINGS SWOT Analysis:A SWOT analysis is done to know the strength, weaknesses, opportunities and threats of the company. This analysis will explain about the strength, weakness, opportunities and threats of Tata Teleservices Ltd.

Strength

Range of product is available. Negotiable. Cost effective. Number of features are available Customization according to client can be easily done. Good Advertising High brand visibility

Weakness

Unable to tap the entire market across Pune. Customer perception about the newness of the company. Price Competition from BSNL & Airtel Service Centre issues

Opportunities

Lot of New Telecom Companies. Compulsion of security system at commercial projects. SMEs which cannot afford the cost of ERPs & SAP. Fast expanding cellular market Latest and low cost technology Value added services

Threats

Brand name of big IT companies. Availability of almost similar type of products of other companies. Competitors low price offering Saturation point in Basic telephony service

From the above data it can be seen that:1. The image of Tata Teleservices Ltd is satisfactory among its customers. This is evident from the fact that majority of the customers are satisfied with their consulting and service, internal presence and product range.

2. The same scenario can be seen in the case of quotation processing, where the respondents are satisfied with the quotation details, staff availability and lead and response time.

3. In case of order processing the number dissatisfied customers are seen to be on the higher side. The main reasons for dissatisfaction are non-adherence to delivery schedules and complaint handling procedures.

4. The technical consulting service provided by Tata Teleservices Ltd generated a mixed response wherein, most of the customers were either satisfied by it or had a neutral view.

5. The general consensus about the product quality of Tata Teleservices Ltd was that, the customers were satisfied with it. The product quality received high scores in the area of design and function, price/ performance and economic life time and safety too.

6. In the area of customer service, the respondents showed a mixed consensus with some customers being dissatisfied with the service in general and staffs knowledge to address the problem. While the other half of the customers were satisfied or had a neutral view about the same.

7. The general opinion of Tata Teleservices Ltd was that the customers were satisfied with the company.

8. Large majority of customers showed a positive inclination towards the use of Tata Teleservices Ltd tools in future, and even larger number of customers responded that they would recommend it to other company colleagues.

9. The ratings received to Tata Teleservices Ltd as a supplier was good and average

CHAPTER 10CONCLUSION

CHAPTER 10CONCLUSION

From the project it can be concluded that, Tata Teleservices Ltd has a strong base of customers in and around Pune region, and also whole of India. This is due to the unmatched product quality given by the company to their customers.

Also the technical expertise and the processing of quotations and purchase order have led to superior position in local market for the company.

The main area of concern for Tata Teleservices Ltd is that, the after sales service quality is not up to the mark compared to their competitors. This is due to the fact that their staffs knowledge is not the best, and they are not able to assist and service the customers.

The overall brand image of Tata Teleservices Ltd is very strong this results in repeat business from their existing B2B customers.

CHAPTER 11SUGGESTIONS

CHAPTER 11SUGGESTIONS

From the above study the researcher recommended the following points.

Tata Teleservices Ltd has some issues to sort out mainly in the following area:1. Complaint handling2. Technical consulting and documentation3. Speed of response4. Customer service

1. Complaint handlingA 24 x 7 customer service unit should be formed by the company to handle and sort out the complaint registered by the customers. A separate unit must be formed with employees having technical expertise in this area itself.

2. Technical consulting and documentationFor any company providing precision tools, a strong team of experts is a must who provides technical expertise and documentation details. Tata Teleservices Ltd is lacking behind in this area. They must hire some experts who can guide the companys customers and help them out with the documentation process.

3. Speed of ResponseAs mentioned earlier a separate team or unit must be formed whose prime responsibility will be to provide service to the customers and handle the complaints effectively.

4. Customer serviceA separate 24 x 7 call center must be formed as Tata Teleservices Ltd is a market leader in Pune region and has many clients. This customer service cell will effectively cater to the complaints registered by the customers

CHAPTER 12LEARNING FROM THE PROJECT

CHAPTER 12 LEARNING FROM THE PROJECT

LEARNING THROUGH THE PROJECT

During this internship of two months, apart from project I have learnt several important skills and gained knowledge which is very important, and according to me is the best learning during the Summer Internship Project, some of them are covered below:

INTERPERSONAL SKILLS: While visiting the clients I have learnt the way of pitching a customer, how to represent the products, how to handle various queries from them and several others.

COMMUNICATION SKILLS: During this tenure of two months they have provided me various opportunities to improve my communications skills. It includes presentations on various topics like basic of TTL services and group discussions.

KNOWLEDGE ENHANCEMENT:With practices like NEWS submission on regular basis, assignments and daily sensex watch helped me to improve my knowledge regarding both stock market and economic development of the country

TEAM BUILDING:While working with TTL team in direct I have learnt the art of team building and working in a group, the way they work and move ahead as a team helps them in increasing the AUM of the company and achieving their targets.

APPLICATION OF KNOWLEDGE: Another important skill that I have learnt during the project is application of knowledge to real life situations such as handling the investors who have knowledge about the industry, use of EXCEL to make MIS and recording customer feedback

FOLLOW-UP SKILL:

In this project I have to follow the clients date and time for the meeting, which teach me how to follow any customer and why it is important, it also need time punctuality to follow on time.

CHAPTER 13CONTRIBUTION TO TTL

CHAPTER 13 CONTRIBUTION TO TTL

CHAPTER 14BIBLIOGRAPHY

Bibliography Research methodology: C. R KothariPublisher: New age publication (Academic), IndiaBooks and Magazines: Marketing management by Mr. Philip Kotler Business World Business & EconomyNewspapers The Times of India The Indian Express Economic Times Business Standard

Websites: http://en.wikipedia.org/wiki/telecom http://www.tatadocomo.com/sme/ http://www.tatateleservices.com/t-aboutus-ttml-organization.aspx http://www.tari.org/ http://www.researchandmarkets.com/research/k9b7fx/latest_indian http://www.ficci.com/spdocument/ www.ibef.org/industry/telecommunications https://www.deloitte.com/assets/.../TMT_India_Predictions_2013.pdfwww.irosacea.org/research.phpen.wikipedia.org/wiki/Market_researchwww.slideshare.net/.../introduction-to-research-methodology-presentationwww.slideshare.net/../introduction -to-telecom-sector .

CHAPTER 15ANNEQURE

ANNEXURE Fill in BLOCK letters or tick as applicableTitle: Ms. Mrs. Mr. Other Full Name: Company Name:Designation:Business Email:Phone:City:

1) Are you Satisfaction with the Tata Teleservices Ltd image for the following Parameters? OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Internet Presence

Information Material

Consulting & Service

Breadth of Product Range

Latest Products

2) What are your judgments on the quotation processing referring to features mentioned below?OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Quick Response

Quotation Details

Staffs Availability

Lead Time

3) What is your opinion on Tata Teleservices Ltd order processing?OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Adherence to Delivery dates

Flexibility of Delivery Time & Quantity

Handling of Complaint

Packaging

4) What is your view about the technical consulting service at TTL for following functions?OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Staffs Capacity

Variety of Solutions

Speed of Response

Technical Documentation

5) Satisfaction about Tata Teleservices Ltd Following Functions.OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Product Quality

Design & Function

Technical Properties

Price/ Performance

Economic Life-time

Safety

6) What are your Opinions about Tata Teleservices Ltd customer service?OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

Customer Support

Handling of Complaint

Easy Processing

Staffs Knowledge

Customer Service

7) What is your Opinion about Tata Teleservices Ltd. in general?OptionsVery SatisfiedSatisfiedNeutralDissatisfiedVery DissatisfiedTotal no. of Respondents

Satisfaction

8) Is it your intention that you would continue to use Tool holders of Tata Teleservices Ltd in the future?OptionsYESNOPerhapsTotal no. of Respondents

Further Contract

9) Are you recommended of Tata Teleservices Ltd to a colleague/company?OptionsYESNOPerhapsTotal no. of Respondents

Recommendation

10) How much You Give Rating to TTL as a Supplier?OptionsGoodAverageBelow AverageTotal no. of Respondents

Supplier Rating

79