Mumbai, March 5, 2008 WFA/ISA - Global Advertiser Conference 1

Presentation by:

•BIPIN KR CHAUBEY•JITENDRA TIWARI•KRISHNA KUMAR•PUNEET SRIVASTAV

Vodafone_2011.mp3

Introduction Indian Telecom Network is 5th largest

network in the world.

934 million GSM&CDMA Connection in INDIA.

Estimated contribution of nearly 1% to India’s GDP.

The name Vodafone comes from Voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones.“

Vodafone

• Vodafone is a mobile network operator headquartered in Berkshire, England, UK.

• It is the largest mobile telecommunications network company in the world.

Cont.….• Market value £75 billion.

• It has Operation in 25 Country.

• Partner networks in 42 Company.

• Vodafone in INDIA came with acquiring Hutchisonessar limited.

• Vodafone was launched officially on 21st sep 2007.

MARKET COMPETITORS IN INDIA

• AIRCEL• BHARTI AIRTEL• RELIANCE• BSNL

• UNIVERSAL COMPETITORS

• ORANGE• T-MOBILE INTERNATIONAL• TELEFONICA02EUROPE

Cont.…..

Services—

Postpaid Connection

Prepaid Connection

World Calling Cards

Handy phone

Broadband

Products

• Prepaid Cell phone connection• Prepaid recharge card• Top - ups• Vodafone Postpaid• Calling Cards• Vodafone PCO• Vodafone Handy phone

Service Section

• Tunes & Downloads• Entertainment • Sports• Devotional• News & updates• Astrology

PRICE

Vodafone wants to make its service accessible to all.

Offers various pricing structure to different customer groups.

Monthly price plans are available.Rewards on the usage

PLACE• Vodafone covers almost 75% of its operational area.• Vodafone operates its own stores.• It also sells through independent retailers.

• Customers are able to see and handle products they are considering buying.

• People are on hand to ensure customers’ needs are matched with the right product and to explain the different options available.

PROMOTION

Above the line:Advertising on TV, magazines, via internet

and on bill boards.Below the line:

Special offer promotions. Vodafone’s stores, its products and all its staff

project the brand image.Public relations by its press releases

• Fun is incorporated in the work life of employees of Vodafone.

• Empowerment and career development go simultaneously with all opportunities in Vodafone.

• It provides a dynamic environment and challenging opportunities to its employees.

• Awards & Recognition .

• Moreover it aims to reach the maximum number of people.

• It includes all the stake holders of Vodafone.

People:

• Method and Sequence in Service Creation and Delivery

• Vodafone provides a wide variety of services in mobile communication and other value added services by adopting an easy-to-use customer friendly approach.

• All information about its basic and other valued services and various promotional offers can be availed through a unique customer care number 198 which can be dialed from anywhere in India.

Process:

Physical evidence:

• Physical Evidence is the element which allows the consumer again to make judgments on the organization.

• The most important physical evidence of for the Vodafone is its existing customer base.

• Existence of the customer care centers across the country, Vodafone mini stores that are small in size but big in service

• Vodafone stores; Vodafone outlets are all a part of the physical evidence that facilitate the customer judge the service.

• Designing the Services cape and providing tangible evidence of service performances.

Strength: 1.One of the most popular cellular service provider in India

2.One of the largest Telecom operator in the world 3.Only Indian operator, with VSNL, that has an international submarine cable 4.High brand visibility 5.Strong advertising with Zoo Zoo concept 6.Tieup with international sports like Formula One

• Weakness 1.Price competition from BSNL and MTNL

2.Untapped Rural Market

• Opportunity 1.Fast expanding cellular market

2.Latest and low cost technology 3.Untapped rural market• Threats 1.New entrant's low price offering

2. Saturation point in Basic telephony service 3.Mobile Number Portability

4.Competitors Promotional strategy

Model of Service Quality: Gap Model

Gap 1:Listening Gap

Consumer expectations• Customers wantsGood networkLower tariffs and call ratesGood after sales services• Management perceptionValue added servicesThey thought that network is very goodTariff and call rated are costlier than RIM,IDEA

etc

Management perception of consumer expectations

Ways to overcome: Gap 1

• Market research.

• Taking retailers feedback.

• Upgrade the services according to the need of customer.

Gap 2:Service Design & Standard Gap

• Management perception Innovating value added services Affluent Customer care executives.• Service quality spec.Caller tunes services are renewal automaticallyNot have experts at CCE desk.Smaller spaces at mini stores.

Management perception of consumer expectations

Service quality specifications

Ways to overcome :Gap 2

• Managers need to make sure the organization is defining the level of service

• Employees should understand the org. objective.

Gap 3: Service Performance Gap

• Service quality spec.Fun is a part of VODAFONEHuge base employeesValue added services• Delivery specification Fun is shown in ads only employees behavior

is questionableNo. of employees became less in pick hoursDon’t able to provide all facilities adequately.

Service quality specifications

Delivery of specifications

Ways to overcome :Gap 3

• Employee control

• Supervisory system

• Team work should be increased

Gap 4 : Communication Gap

• We don’t found any communication gap• Whereas for any improvement Company should enhance horizontal communication Communication and avoid over promises

Delivery of specifications

External communication

You are welcome for any quires