22691935 project report of idea

A PROJECT REPOERT ON MARKETING OF IDEA POSTPAID SERVICES CELL CONCEPT, WARDHA

A SUMMER INTERNSHIP PROJECT FOR PARTIAL FULFILMENT OF REQUIREMENT OF MBA-1ST

[BUSINESS APPLICATION] 2008-2009

SUBMITTED BY, MR. PRAFUL M. MOREY

UNDER THE GUIDANCE OF MISS. RIDDHI DESHPANDE CENTUM LEARNING CENTER, NAGPUR AFFILIATED BY ANNAMALAI UNIVERSITY, CHENNAI

CENTUM NAGPUR AFFILIATED UNIVERSITY,

LEARNING CENTER, BY ANNAMALAI CHENNA I

CERTIFICATE

I hereby certify that this project report entitled MARKETING OF IDEA POSTPAID SERVICES AT CELL CONCEPT, WARDHA submitted by Mr. Praful M. Morey to Centum Learning Center [CLC], Nagpur are bonafied and original research work carried out under my guidance and supervision. It is a peace of research of sufficiently high standard to warrant its submission to college for the award of said degree. No part of the thesis has been submitted any degree or diploma or published in any other form. The assistance and the help rendered during the course of their investigation in the form of basic source material and the information have been duly acknowledged.

Date: Place:

Project Guide [Miss. Riddhi Deshpande]

Director [Mr. Sanjay Chaure]

Project In charge [Mrs. Smita Chaure]

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CENTUM NAGPUR AFFILIATED BY CHENNAI

LEARNING CENTER, ANNAMALAI UNIVERSITY,

ACKNOWLEDGEMENTI present this project report on MARKETING OF IDEA POSTPAID SERVICES AT CELL CONCEPT WARDHA with a sense of great pleasure and satisfaction. I undersign with pleasure take this opportunity to thank all those related directly or indirectly in preparation of this project report. I started working on this project under the invaluable guidance of Honorable Miss. Riddhi Deshpande for which I am very much thankful for her valued time given for the purpose. Without her co-operation my project work would have been difficult to complete. I express my sincere thanks to Mr. Sachin [sales manager] in Cell Concept, Wardha and the clerical staff in that organization. I am also thankful to Mr. Sanjay Chaure [Director of our college] and Mrs. Smita Chaure [Project In charge] to allow me to carry out this project.

Date: Place: Mr. Praful M. Morey

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CENTUM NAGPUR AFFILIATED BY CHENNAI

LEARNING CENTER, ANNAMALAI UNIVERSITY,

DECLARATIONst [Business Application] hereby I undersign the students of MBA-1 declare that the project report entitled MARKETING OF IDEA POSTPAID SERVICES AT CELL CONCEPT WARDHA is my own work and completed by me, which is based on our my work experience during Summer Internship training period, I am submitting this report st [B.A.], conducted by for partial fulfillment for the degree of MBA-1 Centum Learning Center, Nagpur Affiliated by Annamalai University, Chennai.

I have not submitted this project report for fulfillment of any examination in any college or University for any degree or diploma.

Date: Place:

Mr. Praful M. Morey

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MARKETING OF IDEA POSTPAID SERVICES CELL CONCEPT, WARDHA

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CONTENTSR. NO. TOPIC CHAPTER 1 COMPANY PROFILE 1.1 Introduction of Idea Company 1.2 History of Idea 1.3 Future Perspective CHAPTER 2 PROJECT INTRODUCTION 2.1 Project Introduction 2.2 Meaning of Marketing 2.3 Definitions of Marketing CHAPTER 3 PROJECT RESEARCH 3.1 Postpaid plans of Idea 3.2 Marketing Strategies 3.3 Complaints of Customers 3.4 Features of Idea Postpaid CHAPTER 4 DATA ANALYSYS AND NTERPRETATION 4.1 Data Analysis and Interpretation CHAPTER 5 FINDINGS AND COMPETITORS 5.1 Findings 5.2 Competitors CHAPTER 6 SUGGETIONS AND CONCLUSION 6.1 Suggestion 6.2 Conclusion CHAPTER 7 BIBLIOGRAPHY CHAPTER 8 ANNEXURE 29 29 30 31 28 28 9 17 18 18 20 PAGE NO. 1 3 5 7 7 7

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CHAPTER 1 COMPANY PROFILE1.1 Introduction of Idea Company IDEA Cellular Limited was incorporated in 1995 and is one of the leading GSM mobile services operators. Headquartered in Mumbai, it has licenses to operate in all 22 service areas across the country, though commercial operations are currently in 16 services areas. With a customer base of over 47.1 million subscribers, the operations cover the states of Maharashtra, Goa, Gujarat, Rajasthan, Delhi, Haryana, Himachal Pradesh, Uttaranchal, Uttar Pradesh, Madhya Pradesh, Chhattisgarh, Andhra Pradesh, Kerala, and Bihar. Orissa, and Tamil Nadu will become operational during 2008-09, and Idea will then cover approximately 90 per cent of the countrys telephony potential. IDEA enjoys a market leadership position in many of its operational areas. It offers GPRS on all its operating networks for all categories of subscribers, and was the first company in India to commercially launch the next generation EDGE technology in Delhi in 2003. As a pioneer in technology deployment, it has been in the forefront through the adoption of bio fuels to power its base stations, and by employing satellite connectivity to reach inaccessible rural areas in Madhya Pradesh. IDEA has been a leader in the introduction of value added services, and there are several firsts to its credit, including a voice portal Say Idea, Idea TV, voice chat, instant messenger, and many more. Tariff plans have been customer friendly, catering to the unique needs of different customer segments, where Womens Card caters to the special needs of the woman on the move, and Youth Card covers the emerging youth segment. IDEA has won numerous awards and is the only Indian GSM operator to win the prestigious GSM Association Award consecutively in the best mobile technology category for the Best Billing and Customer Care Solution both in 2006 and in 2007 in the face of international competition. In 2007 IDEA was listed on the National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE). About IDEA Cellular Limited A leading GSM mobile services operator, Idea Cellular has licenses to operate in all 22 service areas of India with commercial operations in 11 service areas. With a customer base of over 26 million, Idea Cellular runs operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttar Pradesh (East), Uttar Pradesh (West) & Uttaranchal, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra & Goa, Andhra Pradesh, and8

Kerala, holds spectrum for Mumbai, Bihar, Orissa, Tamilnadu (including Chennai), and Karnataka, and licenses for the remaining 6 service areas. With the planned launch of services in Mumbai, Bihar and Jharkhand in Q3, and Orissa and Tamilnadu (including Chennai) towards the end of the calendar year, Ideas footprint will soon cover approximately 90% of Indias telephony potential. Idea is listed on the National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE) in India. Registered Address: Gandhinagar, Gujarat: 382011 Corporate Office: Pune411004 Maharashtra - India Suman Tower, Plot No. 18,,Sector-11,

11/1, Sharada Center Off Karve Road

Management of Idea Cellular: Name Designation Mr. Kumar Mangalam Birla Mr. Arun Thiagarajan Mr. Mohan Gyani Mr. Biswajit A Subramanian Mr. Saurabh Misra Mr. R C Bhargava Mr. Hans Wijayasuriya Mr. Rajashree Birla Mr. Gian Prakash Gupta Mr. Tarjani Vakil Mr. M R Prasanna Mr. Sanjeev Aga Mr. P Murari Mr. M R Prasanna Chairman / Chair Person Independent Director Independent Director Non Executive Director Non Executive Director Independent Director Non Executive Director Non Executive Director Independent Director Independent Director Non Executive Director Managing Director Independent Director Director

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1.2 History of IdeaIdea Cellular was incorporated as Birla Communications Limited on March 14, 1995 and granted a certificate of commencement of business on August 11, 1995. Its registered office was in Mumbai, Maharashtra. Its name was changed to Birla AT&T Communications Limited on May 30, 1996 following the execution of a joint venture agreement dated December 5, 1995 between AT&T Corporation and Grasim Industries Limited pursuant to which the Aditya Birla Group held 51% of its Equity Share capital and AWS Group held 49% of its Equity Share capital. The registered office was transferred from Industry House, 1st Floor, 159 Church Gate Reclamation, Mumbai 400 020, Maharashtra to Suman Tower, Plot No. 18, Sector 11, Gandhinagar 382011 Gujarat on October 22, 1996. With effect from January 1, 2001 following merger with Tata Cellular Limited the joint venture agreement between AT&T Corporation and Grasim Industries Limited dated December 5, 1995 was replaced by a share holders agreement dated December 15, 2000 entered into between Grasim Industries Limited on behalf of the Aditya Birla Group, Tata Industries Limited on behalf of the Tata Group and AT&T Wireless Services Inc. on behalf of the AWS Group following which its name was changed to Birla Tata AT&T Limited on November 6, 2001. Consequent to the introduction of the Idea brand, its name was changed to Idea Cellular Limited on May 1, 2002. The AWS Group exited from the Company on September 28, 2005 by selling 371,780,740 Equity Shares of the Company, which constituted 50% of the holding of AT&T Cellular Private Limited in equity share capital, to ABNL and by transferring the remaining 371,780,750 Equity Shares to Tata Industries Limited. The Tata Group ceased to be a shareholder of the Company on June 20, 2006 when Tata Industries limited and Apex Investments (Mauritius) Holding Private Limited (formerly known as AT&T Cellular Private Limited) sold all their shares in the Company to the Aditya Birla Group. On October 26, 2006, P5 Asia Investments (Mauritius) Limited (P5 Asia) acquired 14.60% of our Equity Share capital. Under a Governance and Exit Rights Agreement dated October 23, 2006 between P5 Asia, ABNL and Birla TMT, so long as an initial public offering has not occurred and P5 Asia holds no less than 10% of Equity Shares, ABNL and Birla TMT are required to procure that (a) Company and its Subsidiaries shall not take or pursue any of the following actions without P5 Asias prior consent (such consent to be obtained in a board and/or shareholders resolution) including in respect of (i) Any merger with, acquisition of, or amalgamation or consolidation with another company or business; (ii) assuming or permitting to exist any borrowings or indebtedness in the nature of borrowings if the amount of all such borrowings of Company and its Subsidiaries would exceed Rs. 6,800 million; (iii) entering into a new line of10

business; (iv) increasing our authorized or issued share capital; or (v) entering into a joint venture and (b) our Company makes available to P5 Asia certain financial information relating to our Company and its Subsidiaries such as monthly management accounts, quarterly unconsolidated balance sheet and profit and loss account and the annual audited consolidated balance sheets and profit and loss accounts. P5 Asia also has a right to appoint one director to our Board so long as it holds at least 10% of our total issued and outstanding Equity Shares. Mr. Biswajit Subramanian has been appointed to our Board by P5 Asia pursuant to the exercise of the above right. In addition, any IPO of our Equity Shares requires P5 Asias written consent, and, further, in any such IPO, P5 Asia has the right to offer for sale such number of Equity Shares representing up to 10% of the total Equity Shares which are held by it. By its letters dated December 2, 2006 to ABNL and Birla TMT, P5 Asia has given its written consent for the Issue and has confirmed that it does not intend to offer for sale any of the Equity Shares held by it in such Issue. We, either directly or through our Subsidiaries, provide mobile services in the Andhra Pradesh, Delhi, Gujarat, Haryana, Kerala, Madhiya Pradesh, Maharashtra and Uttar Pradesh (West) Circles, and have recently launched services and as such are in the process of fully rolling-out our network in the Uttar Pradesh (East), Rajasthan and Himachal Pradesh Circles pursuant to licenses issued by the DoT. MAJOR EVENTS The chronology of key events of the Company from incorporation is set out below: 1995: Incorporated as Birla Communications Limited Obtained licenses for providing GSM-based services in the Gujarat and Maharashtra Circles following the original GSM license bidding process 1996: Changed name to Birla AT&T Communications Limited following joint venture between Grasim Industries and AT&T Corporation 1997: Commenced operations in the Gujarat and Maharashtra Circles 1999: Migrated to revenues share license fee regime under New Telecommunications Policy (NTP) 2000: Merged with Tata Cellular Limited, thereby acquiring original license for the Andhra Pradesh Circle. 2001: Acquired RPG Cellular Limited and consequently the license for the Madhya Pradesh (including Chattisgarh) Circle Changed name to Birla Tata AT&T Limited

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2001: Obtained license for providing GSM-based services in the Delhi Circle following the fourth operator GSM license bidding process 2002: Changed name to Idea Cellular Limited and launched Idea brand name Commenced commercial operations in Delhi Circle, Reached the one million subscriber mark 2003: Reached the two million subscriber mark 2004: Completed debt restructuring for the then existing debt facilities and additional funding for the Delhi Circle. Acquired Escotel Mobile Communications Limited (subsequently renamed as Idea Mobile Communications Limited) First operator in India to commercially launch EDGE services 2005: Reached the five million subscriber mark, Turned profit positive Won an award for the Bill Flash service at the GSM Association Awards in Barcelona, Spain Sponsored the International Indian Film Academy Awards 2006: Became part of the Aditya Birla Group subsequent to the TATA Group transferring its entire shareholding in the Company to the Aditya Birla Group Acquired Escorts Telecommunications Limited (subsequently renamed as Idea Telecommunications Limited)

1.3 Future PerspectiveIDEA Cellular announced the launch of its GSM mobile services in Chennai IDEAs 2.75G EDGE enabled network will now cover entire Chennai Metro, in addition to its expanding network coverage in the Rest of Tamil Nadu. The warm yellow of IDEA logo, symbolizing strength, vibrancy and vitality, will now be seen across the rural and urban landscape of the state, including Chennai Metro. Chennai Metro, with a population of 7.2 million and teledensity of over 130% is a strategic market in the South. With 25% of its overall subscriber base coming from three service areas of Kerala, Andhra Pradesh and Karnataka, IDEA is a strong player in the South, and will leverage this strength to become the Operator of Choice for mobile users in the region. IDEA plans to set up a network of 2400 cell sites across Tamil Nadu & Chennai, covering 1200 towns by the end of March 10. According to Mr. Sanjeev Aga, Managing Director, IDEA Cellular said, Chennai is a strategic market for IDEA, and we are happy to launch12

our services in this metro city. This not only provides us a platform to further strengthen our market position in the South, but is also a key milestone in our national roll-out plan. IDEA Cellular, an Aditya Birla Group Company covers 90% of the telephony potential of the country, and is the 3rd largest private GSM player with over 47 million subscribers across 18 telecom circles. Speaking on the occasion of launch of services in the city, Mr. Himanshu Kapania, Director - Operations, IDEA Cellular Ltd., said, IDEA aims to provide the citizens of Chennai and other parts of Tamil Nadu, superior connectivity, whisper clear audio quality, zero call congestion and high capacity, ahead of time. IDEAs 2.75G capable & 3G ready core network provides for all future technological enhancements. We welcome the people of Chennai and other towns and villages of Tamil Nadu to join IDEAs pan-India network. IDEA will develop customer service with a robust retail network comprising of exclusive My Idea Stores, Idea Points and other outlets. The service network will be expanded to over 25,000 retail outlets and 60 IDEA showrooms in the state, shortly. Aimed at achieving visibility and real time experience, these customer touch points will significantly enhance IDEAs distribution network and help reach out to its discerning customers across all segments.

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CHAPTER 2 PROJECT INTRODUCTION2.1 INTRODUCTION PROJECT

In todays scenario the telecom industry is booming sector which is least affected by the recession even though the telecom industry facing huge competition. There are many new operators coming in to the market so the operators which are already in the market have to design their marketing strategies in such a way that they could survive this tough competition. Every MBA student has to undergo Summer Internship Program (SIP) as a curriculum activity to get the knowledge of real market where they have to work in future. The main aim behind this program is that students get some experience with which they could get assistance while searching their jobs. I got the opportunity to complete my SIP in CELL CONCEPT, WARDHA for two months in the field of Marketing of Idea Postpaid Services. Idea cellular is one of the leading Telecom Operator in Telecom sector in India. I did the marketing of postpaid services provided by the Idea in different sectors like banking, Government sectors, various companies, etc. I got the experience how to promote the product in these areas. I also collect responses of various customers to the services they are already using.

2.2 MEANING MARKETING

OF

Marketing is defined by the American Marketing Association as the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. The term developed from the original meaning which referred literally to going to market, as in shopping, or going to a market to sell goods or services.

2.3 DEFINITION OF MARKETING is the performance of business activities that direct Marketingthe flow of goods and services from producers to consumers Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods,14

and services to create exchanges that satisfy individual and organizational objectives Marketing is an organizational function and a set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. Marketing is the activity, set of institutions and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Marketing research is the function that links the consumer, customer, and public to the marketer through information: information used to identify and define marketing opportunities and problems; generate, define, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process. Marketing research specifies the information required to address these issues, designs the method for collecting information, manages and implements the data collection process, analyzes the result, and communicates and findings and their implications.

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CHAPTER 3 PROJECT RESEARCH3.1 POSTPAID PLANS OF IDEA Idea postpaid plans are based on type of customers like the customerworking in Banking sector have a special plan, customer working in government organizations have different plan. Plans provided by Idea are as follows. 1. Plan For Banking employees: MONTHLY RENT 199 LOCAL CALLS CUG Idea To Other GSM 0.40/min Land Line and WLL 0.80/min STD CALLS Mobile to Mobile- Land Line and To WLL 1.25/min SMS Local and National 0.30 Paise FREEBIES Local Minutes (Local LL/Mobile/WLL) 200 Mins Free SMS Free (local and National) 100 Nos. FREE

Plan Advantage: Activation Rs. 250/- Waived PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free

Documents Required: One Photograph16

Company I Card and Latest Salary Slip or company Letter, or Confirming employment (Photo copy) Latest Telephone Bill / Electricity Bill in customers name.

Different Bank employee gets this plan by different names which are mentioned as follows. 1. HDFC bank 2. Bank of India 3. Axis bank 4. IDBI bank 5. SBI bank 6. ING Vysya

2. PLAN FOR MSEB AND LIC EMPLOYEE

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MONTHLY RENT 149 LOCAL CALLS CUG Idea To Other GSM 0.40/min Land Line and WLL 0.80/min STD CALLS Mobile to Mobile- Land Line and To WLL 1.25/min SMS Local and National 0.30 Paise FREEBIES Local Minutes (Local LL/Mobile/WLL) 200 Mins Free SMS Free (local and National) 100 Nos. Plan Advantage: Activation Rs. 250/ PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free FREE

Documents Required: Photo ID: Driving License, PAN card, Voter card, One Passport size Photograph Company I Card and Latest Salary Slip or company Letter, or letter Confirming employment (Photo copy) Address Proof: Latest Telephone Bill / Electricity Bill in customers name.

3.

PLAN FOR GOVERNMENT(ZP, PS, NP) EMPLOYEES

MONTHLY RENT 19918

LOCAL CALLS CUG Idea To Other GSM 0.40/min Land Line and WLL 0.80/min STD CALLS Mobile to Mobile- Land Line and To WLL 1.25/min SMS Local and National 0.30 Paise FREEBIES Local Minutes (Local LL/Mobile/WLL) 200 Mins Free SMS Free (local and National) 100 Nos. Plan Advantage: Activation Rs. 250/PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free FREE


4.

PLAN FOR ICICI EMPLOYEES 4.1 Exclusive plan for ICICI Employee

MONTHLY RENT 99

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LOCAL CALLS CUG Idea To Other GSM 0.30/min Land Line and WLL Rs. 1.00/min STD CALLS Mobile to Mobile- Land Line and To WLL Rs. 1.00/min SMS Local and National 0.30 Paise Plan Advantage: Activation Rs. 250/ PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free FREE


4.2 Exclusive Offer for ICICI Employee MONTHLY RENT 349 LOCAL CALLS CUG FREE20

Idea To Other GSM 0.30/min Land Line and WLL Rs. 1.00/min STD CALLS Mobile to Mobile- Land Line and To WLL Rs. 1.99/min Idea to Idea Rs. 1/ min SMS Local and National 0.30 Paise International SMS Rs. 5 Free Minutes Local and STD First 1000 Idea to Idea Local Minutes Free First 150 Idea to Other GSM/ LL/WLL Free First 125 STD Minutes (Cell to Cell + Cell to LL) ADDITIONAL FEATURES Detail Bill Rs. 75/- per Month Free Plan Advantage: Activation Rs. 250/ PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free Free

Documents Required: Photo ID: Driving License, PAN card, Voter card, One Passport size Photograph Company I Card and Latest Salary Slip or company Letter, or letter Confirming employment (Photo copy) Address Proof: Latest Telephone Bill / Electricity Bill in customers name. PLAN FOR BAJAJ ALLIANZ EMPLOYEES

5.

MONTHLY RENT 175 LOCAL CALLS CUG Idea To Other GSM 0.40/min21

FREE

Land Line and WLL 0.80/min STD CALLS Mobile to Mobile- Land Line and To WLL Rs. 1.25/min SMS Local and National 0.30 Paise FREEBIES Local Minutes(Local LL/Mobile/WLL) 200 Mins Free SMS Free (Local and National) 100 No. Plan Advantage: Activation Rs. 250/PEF Rs. 250/- Waived No CLIP Charges. STD deposit Rs. 500/- Waived. Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free


6. PLAN FOR OTHER (SUPER 6 PLAN) SUPER 6 Activation Fees 250 Security Deposit 250 Monthly Rental 666 CUG CUG Idea To Other GSM 0.30/min Land Line and WLL Rs. 0.60/min FREE AMOUNT (Rs.)

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STD CALLS Mobile to Mobile- Land Line and To WLL Rs. 1.00/min SMS Local Rs. 1/National Rs. 2/International Rs. 5/Roaming Calls Incoming Rs. 1/Outgoing Local Rs. 1/Outgoing STD Rs. 1.5/Plan Benefits Free Talk Time (Within Home 666 I2I Local Mins; Network) 222 M2M Local Mins; 222 M2M STD Mins; 222 Local/ National SMS Plan Advantage: Rs. 75/- Itemized Billing Charges Waived 32k Idea Power SIM card free


3.2 MERKETING STRATEGIS 1. STRATEGY REGARDING ROAMING Roaming in Chile and Malaysia: Postpaid subscribers of IDEA Delhi & Claro Chile and Malaysia can Roam into each others networks. Chile: Zone 2, Malaysia: Zone 3. IDEA Delhi announces GPRS Roaming with Oman Mobile Oman: IDEA Delhi & Oman Mobile Oman subscribers will now be charged for accessing GPRS services while roaming into each others networks.

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Roaming in Portugal: Postpaid subscribers of IDEA Delhi & Optimums Portugal can Roam into each others networks. Portugal: Zone 2 IDEA Delhi launches Roaming with IDEA Mumbai: Now, IDEA Delhi Postpaid & Prepaid subscribers can use their own IDEA network while Roaming in Mumbai.2.

Strategic Acquisitions:

Through our acquisition activities, Oracle seeks to strengthen its product offerings, accelerate innovation, meet customer demand more rapidly, and expand partner opportunities. An integral part of Oracle's Mergers and Acquisitions philosophy is our consistent commitment to customer service and product support while achieving our financial return objectives and creating value for our shareholders.

3.3 COMPLAINTS OF CUSTOMERS Problem in Conversion of Prepaid Number to Postpaid Sim card activation delayed Forced misselling & misbehave by the representative's Delay in service Charging more money Obscene calls in another name Connection not getting activated Regarding Services Complaints Getting Very poor service24

Unfair Billing Getting Bill but customer have already cancelled connection from Sales Guy Facing problem in ISD Services Worst response from customer service representative Outgoing barred without any reason

3.4 Features of Idea Postpaid Easy Payment Options Anytime Anywhere We can choose from a host of convenient payment options only with Idea. We can do our payments by cash, credit card, cheque and ECS Credit Limit Pre-set credit limit mentioned on monthly bill helps to keep mobile charges in control, keeps track of usage and ensures that mobile phones is not misused. When we exceed our limit, we will be informed via a voice or a non-voice message to make an interim payment and reduce account balance below credit limit. We may also choose to pay an additional refundable deposit to enhance credit limit or opt for our convenient payment method of credit card standing instruction, we can also make use of ECS facility Strong Network Coverage It offers world class technology and unbreakable network coverage and complete clarity when calling. Long Distance Calling Facility Call long distance calls in India and overseas with STD/ISD facility on Idea phone.

Widest Roaming- National and International Idea service allows to stay connected and use mobile phone to make or receive calls from almost anywhere in India and also over various countries, abroad. GPRS Roaming Use Idea postpaid GPRS services, while roaming, to access the internet and office mails from almost anywhere in India and abroad.

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CHAPTER 4 DATA ANALYSIS AND INTERPRETATION4.1 DATA ANALYSIS The following observations are done on the basis of responses got from all employees. The questionnaire provided to employees is given in Chapter 8 ANNEXTURE. 1. Respondent by age: Objective: To know the age group using Idea postpaid services.

Sr. No. Age Group Respondent Percentage 1 0-20 2 4 % 2 20-30 8 16 % 3 30-40 25 50 % 4 40 and above 15 30 % Total 50 100%

Graphical Representation:

60% 50% 40% 30% 20% 10% 0%

RESPONDENTS AGE

BY

RESPONDENTS AGE

BY

Conclusion:

0-20 20-30 30-40 40 and above to 30-40 age group. Maximum customer belongs

2. Respondent by profession:26

Objective:

To know what type of customer uses postpaid services.

Sr. No. Profession Respondent Percentage 1 Employed 28 56 % 2 Businessman 16 32 % 3 Student 6 12 % Total 50 100%


RESPONDENTS BY PROFESSION60% 50% 40% 30% 20% 10% 0% RESPONDENTS PROFESSION BY

Conclusion: Employed Businessman Student employed profession. Maximum customer belong

3. Respondent by using plan:27

Objective:

To know which plan is more preferred.

Sr. No. Plan Respondent Percentage 1 Government 11 22 % 2 Bank 9 18 % 3 Super six 5 10 % 4 Private companies Total 50 100% 25 50 %


RESPONDENTS BY PREFERED PLANS60% 50% 40% 30% 20% 10% 0% Government Bank Super Six Pvt RESPONDENTS PREFERED PLANS BY

Conclusion:

Maximum customers belong to private companies. Companies

4. Respondent by reason to purchase plan. Objective: To know why the customer has purchased the plan.28

Sr. No. Reason Respondent Percentage 1 Self Interest 9 18 % 2 Company Provided Total 50 100% 41 82 %


RESPONDENTS BY REASON TO PURCHASE PLANS100% 80% 60% 40% 20% 0% RESPONDENTS BY REASON TO PURCHASE PLANS

Conclusion: 82 Self Interest Company services because the company % customers use the Provided has provided the service.

5. Are you satisfied with network provided?

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Objective: To know whether customer is satisfied with network coverage provided or not.Sr. No. Response Respondent Percentage 1 Yes 46 92 % 2 No 4 8 % Total 50 100%


RESPONDENTS BY STATING SATISFIED WITH NETWORK PROVIDED OR NOT100% 80% 60% 40% 20% 0% RESPONDENTS BY STATING WITH NETWORK SATISFIED PROVIDED OR NOT

Conclusion:

Yes No 92 % customers are satisfied with network provided.

6. Are you satisfied with call rates?

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Objective: applied.

To know whether customer is satisfied with call rates

Sr. No. Response Respondent Percentage 1 Yes 40 80 % 2 No 10 20 % Total 50 100%


RESPONDENTS BY STATING SATISFIED WITH CALL RATES APPLIED100% 80% 60% 40% 20% 0% Yes No Conclusion: 80 % customers are satisfied with call rates applied ad 20 % are not satisfied. RESPONDENTS STATING SATISFIED WITH RATES APPLIED BY CALL

7. Are you satisfied with postpaid services?

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Objective: To know whether customers are satisfied with postpaid services or not.Sr. No. Response Respondent Percentage 1 Yes 32 64 % 2 No 18 36 % Total 50 100%


RESPONDENTS BY STATING SATISFIED WITH POSTPAID SERVICE OR NOT70% 60% 50% 40% 30% 20% 10% 0% Yes No Conclusion: 64 % customers are satisfied with postpaid services and 36 % are not satisfied.

RESPONDENTS BY STATING WITH POSTPAID SATISFIED SERVICE OR NOT

8. Billing scheme used by the customer?

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Objective: To know whether customers are satisfied with postpaid services or not.Sr. No. Response Respondent Percentage 1 Cash 40 80 % 2 Cheque 8 16 % 3 Credit Card 2 4 % 4 ECS 0 0 % Total 50 100%


RESPONDENTS BY BILLING SCHEME USING90% 80% 70% 60% 50% 40% 30% 20% 10% 0% RESPONDENTS BILLING USING SCHEME BY

Conclusion: Cash Cheque Credit Card ECS cash payment system and 80 % customers are using remaining schemes are rarely used.

CHAPTER 5 FINDINGS AND COMPETETORS33

5.1 FINDINGS Major competitors of Idea are Airtel, BSNL and Reliance Peoples who are in profession line preferred Idea due to its perfect network coverage. Maximum customers are due to the connections provided by the organizations where they are employed. Call rates applied are affordable by the customers.

5.2 COMPETETORS 1. Airtel 2. BSNL 3. Reliance 4. Vodafone 5. Tata Indicom

CHAPTER 634

SUGGESTIONS AND CONCLUSION6.1 SUGGESTIONS: Company should launch special and innovative postpaid schemes for students. Representative should avoid forced misselling & misbehave with customers. Should have proper track on transaction of all customer Should improve service provided by the company to customer

6.2 CONCLUSIONS The telecom industry is facing great competition; during SIP I came to realize how to market the postpaid services to different customers working in government sector, banking sector and various companies. I also got the training how strategic level of management responds to the strategies of other companies, how to interact with strangers, how to promote our product by listening their complaints. From this SIP I get the knowledge that those who are working somewhere prefers to get connection of Idea because they provide best network amongst others. Large customer base belongs to private companies and the connections are provided by the organizations. According to my survey maximum customers are satisfied with the network system provided, call rates, postpaid services. Maximum customer prefers cash payment and very few prefer cheque and credit card payment and customers are not aware about ECS (Electronic Clearing Service). Even though there are some problems in Idea postpaid service like customers facing problem to convert prepaid number to postpaid number, some customer faces problem for activation. Those who are using ISD service facing problem.

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CHAPTER 7 BIBLIOGRAPHY7.1 BIBLIOGRAPHY SR. NO. REFERENCE 1 Career Adviser Program Work Book - -Idea Postpaid services 2 Plan Sheets of Idea Postpaid services 3 www.google.com

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CHAPTER 8 ANNEXTUREMARKETING OF IDEA POSTPAID SERVICES AT CELL CONCEPT WARDHA CUSTOMER QUESTIONNAIREName: _______________________________________________ Age: ___________ Address: _____________________________________________________________ Plan you are using: ______________________________ Reason: ___________ If salaried then department: __________________________________________1.

Are you satisfied with network provided? [Yes / No]

2. Are you satisfied with call rates? [Yes / No]

3.

Are you satisfied with postpaid service? [Yes / No]

4.

Which problems you are facing? a. Network Problem b. Service Problem

5. Billing scheme you are using? a. Cash b. Cheque c. Credit Card d. ECS

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