reliance web world & rim report

8/9/2019 Reliance Web World & RIM Report

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Reliance Web world & RIM 200

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CHAPTER-1

INDUSTRYPROFILE

DEPARTMENT OF BUSINESS AND INDUSTRIAL MANAGEMENT , SURAT - 1 –




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TELECOM INDUSTRY

The Government of India (Government) recognizes that provision of world class

telecommunications infrastructure and information is the key to rapid economic and socialdevelopment of the country. It is critical not only for the development of the InformationTechnology industry, but also has widespread ramifications on the entire economy of thecountry. It is also anticipated that going forward, a major part of the GDP of the country would be contributed by this sector. Accordingly, it is of vital importance to the country that there be acomprehensive and forward looking telecommunications policy which creates an enablingframework for development of this industry.

Telecommunication is a vital infrastructure. It is also technology intensive. It is, therefore,necessary that the administration of the policy in the telecom sector is such that the inflow of technology is made easy and India does not lag behind in getting the full advantage of the

emerging new technologies. An equally important aspect is the strategic aspect of telecom,which affects the national and public interests. It is, therefore, necessary to encourage indigenoustechnology, set up a suitable funding mechanism for indigenous R&D so that the IndianTechnology can meet the national demand and also compete globally.In developed countries the growth in telecom means the growth in value added services. But in

an emerging economy like India, growth in telecom means the growth in teledensity. Mostof the people are not familiar with value added services and mobile contents. Therefore,Reliance provides its subscribers free data and mobile contents. Its mobile Internet services,called R World, have generated nearly 40 million hits per day. Due to R World services, alot of changes in the attitudes and level of awareness for data can be seen among Indianmobile subscribers.

The present telephone density in India is about 0.8 per hundred persons as against the worldaverage of 10 per hundred persons. It is also lower than that of many developing countries of Asia like China (1.7), Pakistan (2), Malaysia (13) etc. There are about 8 million lines with awaiting list of about 2.5 million. Nearly 1.4 lakh villages, out of a total of 5,76,490 villages in thecountry, are covered by telephone services. There are more than 1 lakh public call offices in theurban areas.

Internet is fast changing the life of consumers and is increasingly becoming a crucial part of businesses. Reliance Broadband brings 'Broadband Internet Access" for business and consumers.It's time to say goodbye to the conventional, dial-up or dial-up like Broadband connection and towelcome Broadband Internet Access to homes and offices.This service is delivered on Optic-Ethernet technology, which is far superior to the Broadbandservices offered in the market today. So now you can get Internet experience that is way ahead,at fixed monthly rental.

Optic-Ethernet Advantage• Optic fiber to your building cluster.• Ring protected fiber ensures high uptime of the service.





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• Ethernet based connectivity delivered over CAT 5 cable.• Scalable to support futuristic high bandwidth services.• Key features of Broadband Internet Access - Enterprise•

Wide choice of bandwidths ranging from 64 Kbps to 100 Mbps.• End-to-End connectivity, including Reliance owned and operated last mile.• International connectivity through two different routes - Trans Atlantic.• Access technology independent.

BroadbandRecognising the potential of ubiquitous Broadband service in growth of GDP and enhancementin quality of life through societal applications including tele-education, tele-medicine, e-governance, entertainment as well as employment generation by way of high-speed access toinformation and web-based communication, Government have finalised a policy to accelerate thegrowth of Broadband services.

Demand for Broadband is primarily conditioned and driven by Internet and PC penetration. It isrecognised that the current level of Internet and Broadband access in the country is low ascompared to many Asian countries. Penetration of Broadband, Internet and Personal Computer (PC) in the country was 0.02%, 0.4% and 0.8% respectively at the end of December, 2003.Currently, high speed Internet access is available at various speeds from 64 kilobits per second(kbps) onwards and presently an always-on high speed Internet access at 128 kbps is consideredas ‘Broadband’. There are no uniform standards for Broadband connectivity and variouscountries follow various standards.

Fiber Link across the Globe (FLAG) - The International Carrier

FLAG Telecom, a member company of the Reliance Group, owns and manages an extensiveoptical fiber network spanning four continents and connecting key business markets throughvarious subsidiaries.FLAG Europe-Asia

World's longest privately funded undersea fiber-optic cable system stretching more than 28,000kms. From the UK to Japan with landing sites in 13 countries.FLAG Atlantic-1

It is the world's first multi-terabit transoceanic dual cable system providing a fully protected city-to-city service between London, Paris and New York.FLAG North Asian Loop

Designed to support the Internet traffic within Asia and city-to-city connectivity between HongKong, Seoul, Tokyo and Taipei.FLAG EuropeFLAG Telecom's terrestrial European network links major European business centers and provides intercontinental SDH capacity and 10 Gbps optical wavelength connectivity.In order to achieve standards comparable to the international facilities, the sub-sector of value-added services was opened up to private investment in July 1992 for the following services:

Electronic Mail





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Voice Mail

Data Services

Audio Text Services

Video Text ServicesVideo Conferencing

Radio Paging

Cellular Mobile Telephone





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COMPETITORS’ PROFILE

Reliance group is very active as a telecom service provider in India. Most of the other bigger

players are providing mobile services on GSM technology while Reliance is providing onCDMA technology. Reliance communications has nearly swept the entire CDMA segment as itoccupies a massive 86% of the market share in CDMA mobile service providers segment.The nearest competitors of Reliance noncom in the mobile market are: -

• TATA Indicom• Bharti televentures (Brand name-Airtel)• Bharat Sanchar Nigam Ltd (BSNL)• Mahan agar Telecom Nigam Ltd (MTNL)(Brand name-Dolphin)• Vodafone• Idea Cellular Limited (Brand Name-Idea)• Satyam•

Spice

Reliance communications probably has the most extensive private telecom network in thecountry. Its 70,000 rkms of domestic optical fibre network is twice the size of Bharti's 35,000rkms. Its 52,000 rkms of international undersea cable network (FLAG) linking Asia, the MiddleEast, Europe and America, is much bigger than Bharti's overseas network linking Chennai withSingapore. By May-end, Reliance communication’s total subscriber base (both mobile and fixed)was 1,27,57,758 compared to Bharti's 1,27,07,111. However, during FY05, Reliancecommunication’s revenue of Rs 5,387 crore was 33% less than Bharti's Rs 8,034 crore.RELIANCE COMMUNICATIONS would have to overhaul the strategy to increase longdistance traffic on Reliance communication’s network. And the other priority would be to

implement a broadband project before BSNL and MTNL to capture the whole market.

Among all these Tata Indicom is the main competitor of Reliance communications.

Tata Indicom – True Value Hub





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Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in 1996,Tata Teleservices was the first to launch Mobile services in India in the Andhra Pradesh circle.The company offers services under the brand name 'Tata Indicom' in eight key Indian circles of

Andhra Pradesh, Delhi, Gujarat, Karnataka, Maharashtra, Mumbai, Tamil Nadu and Chennaicomprising 70% of the telecom revenue potential of the country.

Tata Teleservices Limited is India’s flagship national telecommunication company. TataTeleservices operates under the aegis of the CDMA mobile & other product, Government of India. It is India’s leading telecommunication and marketing company and processes product to produce products such as CDMA mobile, Tata Indicom Phone Connection, ISDN Lines, Basic /Primary Interface, Managed leased line and Public Phone Booth etc.

Tata Teleservices’ bouquet of telephony services includes Mobile services, Smart WirelessServices, Public Booth Telephony, and Wireline services. Other services include value addedservices like voice portal, roaming, post-paid Internet services, 3-way conferencing, CUG, Wi-FiInternet services and data services.





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REGULATORY ENVIRONMENT

Telecom Regulatory Authority of India (TRAI)

With the entry of private sector in the provision of telecommunication services a need was felt tohave an independent regulatory body. The above requirement was indicated in the guidelinesissued for entry of private sector in basic telecom service. Accordingly, Telecom RegulatoryAuthority of India (TRAI) was established in the year 1997 in pursuance of TRAI (Ordinance)1997, which was later replaced by an Act of Parliament, to regulate the telecommunicationservices. Some of the major recommendatory, regulatory and tariff setting functions of TRAI areto make recommendations on the need and timing for introduction of new service provider, onthe terms and conditions of license to a service provider, ensure compliance of terms andconditions of license, effective management of spectrum, lay down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the periodical survey of such service provided by the service providers so as to protect interest of theconsumers of telecommunication service, ensure effective compliance of Universal ServiceObligations, notify the rates at which telecommunication services within India and outside Indiashall be provided under this Act etc.

• recently, in exercise of powers conferred by proviso (k) to sub-section (1) of Section 2 of the TRAI Act, the Central Government, vide Notification No. SO 44(E) dated 9 th January2004, has notified broadcasting and cable services to be telecommunication service.

• The TRAI (Amendment) Act, 2000 had led to reconstitution of the Authority. It consistsof one Chairperson, two full-time members and two part-time members. The present

composition of the Authority is as follows: Shri Pradip Baijal, Chairperson

Dr. D.P.S.Seth, Member

Shri P.K.Sarma, Member

Dr. Arvind Virmani, Member (Part-time)

Prof. (Dr.) Sanjay Govind Dhande, Member (Part-time)

RoleThe Telecom Regulatory Authority of India (TRAI) was formed in January 1997 with a view to provide an effective regulatory framework and adequate safeguards to ensure fair competition

and protection of consumer interests. The Government is committed to a strong and independentregulator with comprehensive powers and clear authority to effectively perform its functions.Towards this objective the following approach will be adopted:

• Section 13 of the TRAI Act gives adequate powers to TRAI to issue directions to service providers. Further, under Section 14 of the Act, the TRAI has full adjudicatory powers toresolve disputes between service providers. To ensure a level playing fields, it will beclarified that the TRAI has the powers to issue directions under Section 13 to





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Government (in its role as service provider) and further to adjudicate under Section 14 of the Act, all disputes arising between Government (in its role as service provider) and anyother service provider.

• TRAI will be assigned the arbitration function for resolution of disputes betweenGovernment (in its role as licensor) and any licensee.

• The Government will invariably seek TRAI’s recommendations on the number andtiming of new licenses before taking decision on issue of new licenses in future.The functions of licensor and policy maker would continue to be discharged byGovernment in its sovereign capacity. In respect of functions where TRAI has beenassigned a recommendatory role, it would not be statutorily mandatory for Government toseek TRAI’s recommendations.

Telecom Dispute Settlement and Appellate Tribunal (TDSAT)

An Appellate Tribunal, known as Telecom Disputes Settlement and Appellate Tribunal(TDSAT), was established by the Central Government in May, 2000 to adjudicate any dispute between a licensor and a licensee; between two or more service providers; between a service provider and a group of consumers; and to hear and dispose of appeal against any direction,decision or order of the Telecom Regulatory Authority of India. The Tribunal, therefore, exercise both original and appellate jurisdiction.

An appeal has been provided against the final order of the Appellate Tribunal to the SupremeCourt under Section 18 of the Act. However, there is no appeal against the interlocutory ordersof the Appellate Tribunal to the Supreme Court.

Section 14-B (1) of the Act, 1997, lays down that the Appellate Tribunal shall consist of aChairperson and not more than two Members to be appointed, by Notification, by CentralGovernment.

The present composition of TDSAT is as follows: -

• Hon’ble Mr. Justice D.P.Wadhwa, Chairperson

• Shri Vinod Vaish, Member

Broadly, the issues involved in cases filed before ense fee for frequency allocation, blocking of calls by one group of service providers, disputes relating to default traffic, challenges to tariff

fixed by TRAI, encashment of bank guarantees, disputes between broadcasters etc.

Department Of Telecommunication (DOT)

Accordingly, the Department of Telecom has been formulating developmental policies for theaccelerated growth of the telecommunication services. The Department is also responsible for grant of licenses for various telecom services like Unified Access Service Internet and VSAT





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service. The Department is also responsible for frequency management in the field of radiocommunication in close coordination with the international bodies. It also enforces wirelessregulatory measures by monitoring wireless transmission of all users in the country.

Telecom Commission

The Telecom Commission was set up by the Government of India vide Notification dated 11th

April, 1989 with administrative and financial powers of the Government of India to deal withvarious aspects of Telecommunications. The Commission consists of a Chairman, four full timemembers, who are ex-officio Secretary to the Government of India in the Department of Telecommunications and four part time members who are the Secretaries to the Government of India of the concerned Departments. The composition of the Commission is as follows: -

The part time Members of Telecom Commission are

1. Secretary (Department of Information Technology)2. Secretary (Finance)3. Secretary (Planning Commission) and4. Secretary (Industrial Policy & Promotion).

The Telecom Commission and the Department of Telecommunications are responsible for policyformulation, licensing, wireless spectrum management, administrative monitoring of PSUs,research and development and standardization/validation of equipment etc. The multi-prongedstrategies followed by the Telecom Commission have not only transformed the very structure of this sector but have motivated all the partners to contribute in accelerating the growth of thesector.


Designation Name

Chairman Dr. J. S. Sarma

Member (Finance) A. K. Sawhney

Member (Production) B. Sivaramakrishnan

Member (Services) A. K. Saxena

Member (Technology) K. L. Jain




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CHAPTER-2

COMPANYPROFILE





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COMPANY PROFILE

The Anil Dhirubhai Ambani Enterprises group, comprising of Reliance communications,Reliance Energy and Reliance Capital are part of the Reliance Group, founded by Shri DhirubhaiH. Ambani (1932-2002)

Name Reliance communications

Sister Conc. 1. Reliance Energy

2. Reliance Power

3. Reliance Capital

4. Reliance Natural resources

5. Reliance Entertainment

Corporate Office Address:Reliance communications Ltd.Dhirubhai Ambani Knowledge City (DAKC)Navi Mumbai 400709,India. Tel No. 3037 3333


http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_vision.jsp




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Gujarat Circle Office Address:

Reliance HouseMaradia PlazaC.G.RoadAhmedabadTel No. 3092 0624

Chairman Mr. Anil D. Ambani

Establishment Year December 27,2002

Promoter late Shri Dhirubhai H. Ambani (1932-2002).DAKC Area Covered 140-acre

Total No of offices 85

(Across the Nation)

Directors Of Reliance communications Board Mr. Gautam Doshi





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Network Coverage

PAN India network and town coverage.

80,000 kms of optic fibre backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND

4,00,000 villages by December

4,300 Base Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December.

Network with superior reliability.

All this managed from our state-of-the-art national network operations canter in Mumbai.

Sr. No. Circles

1 Andhra Pradesh

2 Bihar

3 Chennai

4 Delhi

5 Gujarat

6 Haryana

7 Himachal Pradesh

8 Karnataka

9 Kolkatta

10 Kerala

11 Madhya Pradesh

12 Maharashtra

13 Mumbai

14 Orissa

15 Punjab

16 Rajasthan

17 Tamilnadu

18 Uttar Pradesh (East)

19 Uttar Pradesh (West)

20 West Bengal

Sr. No. Union Territories

1. Chandigarh

2. Pondicherry


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RELIANCE COMMUNICATIONS HISTORY

Launch

The Reliance Group, India's largest private sector enterprise and one of the 500 largestenterprises in the world, has launch Reliance communications Limited on December 28, 2002.Reliance communications has ushered a digital revolution in India and herald a New Way of Lifefor a New India.

The date of the launch commemorates the birthday of late Dhirubhai Ambani, the Founder Chairman of the Reliance Group. His dream of harnessing the power of information technologyand communications to build a New India is the seedling that has grown into Reliancecommunications.

Mobile Revolution

Reliance communications has received approval from the Telecom Regulatory Authority of India(TRAI) for launching the Reliance India Mobile service and will be working with fellow service providers and regulators to ensure full interconnection.

Reliance India Mobile service has revolutionalise the consumer mobile experience by offering ahost of applications on the mobile phone such as enhanced messaging in Indian languages, emailaccess, Internet surfing, access to real time political, financial and sports news, games and videostreaming that you have seen in demonstrations. This will enable users to send text messages inIndian languages, access their email and other Internet accounts, surf the net at speeds of up to

144 kbps, be the first to get breaking news, view and listen to scenes from the latest movies andexperience many other exciting applications.Reliance communications's next generation network and handsets are backed by a state-of-the-artcall center to provide 24/7 customer service.

Vision

"We will leverage our strengths in executing complex global-scale projects to make leading edgeinformation and communication services affordable by all individual consumers and businessesin India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while

enabling millions of India's knowledge workers to deliver their services globally".

Mission

Reliance communications mission is to extend its efforts beyond the traditional value chain todevelop & deploy telecom business for India’s farmers’businesses, hospitals, Govt. & publicsector organization.





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In short “To enhance productivity of enterprise & individual”

This makes the beginning of reliance’s dream in digital revolution in India by becoming a major catalyst in improving quality of life & changing the face of India. It aims to achieve this by

putting the power of information & communication in the hands of the people of India ataffordable costs.





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MILESTONES OF RELIANCE COMMUNICATIONS

1999 TheDream,1999"Make a phone call cheaper than a postcard and you will usher in a revolutionarytransformation in the lives of millions of Indians" - Dhirubhai Ambani

TheReality,November15Reliance communications begins Project Planning

2000 May10Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra

2001 May1First Media Convergence Node made "Ready for Electronics" at Jaipur

2002 January15First Base Transceiver Station (BTS) made "Ready for Electronics"

February25Obtains International Long Distance License from Govt. of IndiaDecember22Commissions 1st Optic Fibre Backbone ringDecember24Establishes 1st Point of Interconnect (POI) in New DelhiDecember27

Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates ReliancecommunicationsHon'ble Union Minister for Parliamentary Affairs, Information Technology andCommunications, Pramod Mahajan, inaugurates NNOC

2004 January15Introduces Dhirubhai Ambani Pioneer Offer for Reliance India Mobile service

February14Launches Reliance WebWorld in top 16 citiesMarch31Launches International Long Distance Services

April3Commissions all backbone ringsApril25Introduces colour handsetsMay1Launches Reliance India Mobile Service commercially in top 92 citieswith one million customers.June10





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Launches India's first wireless Point of Sale (POS)July1Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection

for just Rs 501.Sets world record - acquires one million customers in 10 daysJuly3Launches R Connect Internet connection cableAug26Introduces Reliance India Phone Fixed Wireless Phone and TerminalSeptember20"Navratri" a data service in R-World posts a world record of 10 million downloads on thefirst day of the launch.September30R World clocks a phenomenal 1 billion hits in 1 monthOctober6Launches integrated broadband centre at Reliance WebWorld, BangaloreOctober24Deploys pilot of Home Net way in MumbaiOctober30Reliance becomes India's largest mobile service provider within 7 months of commerciallaunchNovember3Customer base touches 5 millionNovember12Migrates to Unified License RegimeNovember16Launches National RoamingNovember21Launches International SMS to 159 countries launchedDecember19Adds 4500th Contact Centre ExecutiveContact Centre becomes the largest such facility deployed by any single Indian ServiceProvider

2006 January12International wholesale telecommunications service provider, FLAG Telecomamalgamates with Reliance Gateway, a wholly owned subsidiary of ReliancecommunicationsFebruary9Launches RI M Prepaid with attractive offer - For Rs 3500 get a Motorola C131 mobile phone and Rs 3240 worth of recharge vouchers instantly and stay connected for 1 year February17Reliance subsidiary Flag Telecom announces FALCON Project - a major new MiddleEast Loop Terabits Submarine Cable System with links to Egypt and Hong Kong viaIndiaMarch22





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Reliance communications launches multi-player gaming on RIM handsets - a first inIndiaApril05

Reliance IndiaMobile introduces International Roaming facility to 172Countries, 300 networksApril23Reliance communications introduces first ever auction facility on Mobile phones throughR World.May27Reliance communications receives the Most Promising Service Provider of the Year 2003(Asia Pacific) award at the Asia Pacific Technology Awards instituted by Frost &Sullivan.June8Reliance communications introduces World Card - a Prepaid International calling cardfor affordable and convenient ISD calls from India.July29Announces India's First MPLS Global VPN Solution in partnership with MCIAugust5Launches the first regional Customer Contact Centre in ChennaiSeptember6Mukesh D. Ambani, Chairman, Reliance communications, receives Voice & Data"Telecom Man of the Year" awardSeptember9Introduces Railway Ticket booking from R World data applications suite of RelianceIndia Mobile

October12Mukesh Ambani voted the world’s most influential telecom person by UK-based publication Total Telecom.October19Reliance communications bags the CDMA Development Group's 3G CDMA IndustryAchievement Award for International Leadership.

2007 January04Reliance introduces first e-recharge facility in CDMA in India.

January24Reliance India Mobile announces mega rural plan to cover 4 lakh villages and 65 croreIndians by December 2005.

RELIANCE COMMUNICATIONS SERVICES-FUTURE PLAN





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Reliance communications will offer revolutionary, data, video and value-added services at a costaffordable by all, in the largest and most complex rollout in the history of the informationtechnology and communication sector worldwide.

Reliance communications is ready to start services in three concrete phases:

First, with a mobile revolution, in the form of the Reliance India Mobile service through anationwide wireless network that will reach out to 90% of India's population and eventually toevery Indian. This revolution will enable every individual talk, learn, shop, bank , transact,entertain and be informed, while on the move.

Second, with an enterprise net way revolution by providing 100 mbps Ethernet links to everydesktop and device to half a million enterprise buildings initially and eventually to 10 million buildings. This revolution will empower every enterprise by making transactions efficient,functions seamless and new economic opportunities abundant.

Third, with a consumer convergence revolution by providing high speed Ethernet links to 80million homes initially and eventually to every home. This revolution will enlighten every home with an entire range of television channels, high-speed telephony, audio conferencing,videoconferencing and video on demand.

The goal of Reliance communications is to progressively expand its optic fibre network andeventually cover 116,000 km, with the ability to seamlessly connect every individual, home, andoffice in all 640,000 villages and 2,500 towns and cities of India.

RELIANCE WEB WORLD

Reliance Web store Pvt. Ltd is a subsidiary of Reliance communications, which has a followingmission:

Mission“To establish & manage a world-class retail chain with a national presence. This retail chain willcomprise of 777 especially stores called “Reliance Web World”. The Reliance Web World storesare being set-up for:

Sales of Reliance communications products & services

Offering broad band based digital communication & entertainment services Leveraging the retail presence for other synergistic products & services making Web

World store a new happening place

Reliance Web World – The New Age Retail Destination


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Information communication & entertainment services in a great environment. Relianceweb store Pvt.Ltd. is engaged in the set-up and operation of retail outlets on the OFC for public telecom, Internet access and to showcase the broadband capabilities of Reliance

communications network. These retail outlets-“Reliance Web Worlds” will provideconsumers with internet access and will also offer a variety of broadband based serviceswhich Indian masses have never experience before.

These retail outlets branded, as Reliance “Web World” would be located in citiesconnected by the OFC and will facilitate access to interact at high speeds as well asenable use of bandwidth hogging services such as Video Conferencing. Multiplayer online gaming, Photo Imagine, Network storage solutions, Digital delivery of Material,Music downloads, Movie screening etc.

USP: To showcase broadband capabilities of Reliance communications & become a new

age destination offering

Reliance Web World is the retail interface initiative of the Reliance communications juggernautand a part of Reliance's strategy of vertical integration.

To service & support customers who will subscribe to the Reliance communications wave is thegenesis of Reliance Web World, the largest retail chain in the history of India and Indianretailing.

Reliance Web World stores sells and service Reliance India Mobile and other services and that

too in an exciting environment. Reliance Web World, the New Age destination for the countrywill provide an amazing array of broadband applications spanning on-line & off-line gaming(another first!!), video chat, video conference, digital movies, digital music & virtual office &drives to boot.

Reliance Web World is the only retail store format worldwide which not only showcases the60000 route kms of optic fibre enabled broadband, but also will provide consumer palate with it'sown, unique and contemporary café brand, java green.

The objectives of Reliance Web World are that customer can: -

Avoid travel to across the country for business / social needs by video conferencing atWeb World.

Open an office in Web World and have branches pan - India via the virtual office.

Skillfully compete in single & multiplayer games with friends & foes!! And that to acrossthe country.

Eradicate distance by coming face to face with near & dear ones and also make new dear ones via video chat.





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Digitally download music of choice and get your close friends to watch a movie of your choice.

ORGANIZATION STRUCTURE

It is generally accepted by now that the traditional "command-and-control" structure of organizations is not conducive to the process of sharing of knowledge.At Reliance, decision makers and knowledge workers talk directly to each other. They havemaintained a flat organization structure and an informal work culture, which have kept themnimble-footed, despite of size.

They work by assigning teams of self-motivated, "specialists," endowed with the right skill sets,to specific tasks, and facilitating their interaction to achieve cross-fertilization of ideas andknowledge.

Innovative solutions emerge, because as a management process, they put the challenge on thetable, and call upon team members, drawn from diverse backgrounds, with a wealth of individualexperience, and each having different thinking styles and approaches, to constructively debatevarious options and find the answers.They have found that this entire process of putting the organization’s collective knowledge into amelting pot, and stoking the fires to deliver solutions, has always produced results.

This approach also eliminates the convoluted, and bureaucratic, decision making processes,which widen the gap between knowledge and action, and destroy organizational morale.Levels

The organization structure also defines the organizational functions considering the nature &scope of functions to be performed. The following four work levels broadly indicate the nature of accountability & responsibility assigned to role-holder at that work level

For work responsibilities they have divided employees into following levels:

Level Representative Role

L1 Leadership Role

L2 Managerial Role

L3 Executive RoleL4 Support

[Table No-1]

Leadership Role

It is accountable for participating & leading strategy creation & to direct overall businessteam & performance responsibility for assigned area

Managerial Role





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It is accountable for execution of businesses plan & achievement of team/individualtargets. Be responsible for maintenance of key company assets (Customers)

Executive Role

Responsible for achieving individual/team targets Support

Responsible for performing assigned activities & support other work levels.

Categorization of employees

Permanent Employee:

A permanent employee is an employee appointed, in writing, by Tata Teleservices as a permanent employee to fill a permanent position.

Probationers:

Probationers are employees who are put through a probation period of six months to assesscompatibility to the job and culture of the company.

Retainers:

Retainers are employees who are employed to implement a particular project and their employment is discontinued once the project is completed.

Trainees:

A trainee is a person appointed for short durations (2 months to 1 year) as part of his/her academic pursuits and covers the following categories:

•

Graduate Engineer, Assistant Engineer, Junior Engineer & Mgt Trainees: These aretrainees that the company recruits from the campuses from time to time based on businessneed. They are put under on the job training for a period of one year and on successfulcompletion of this period are absorbed on the roll of the company as “permanentemployees”.

• Summer trainee: As part of their curriculum, management and technical students arerequired to undergo practical training for 2-4 months.

• Industrial trainee: As part of their course requirements, Chartered Accountancystudents are required to undergo practical training for a period of one year.





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[Chart-1]


Organization Structure of Reliance communications

FinanceDepartment

HRDepartment

WebWorldDepartment

N/W, IS-ITDepartment

SalesDepartment

Operation &MaintenanceDepartment

HRDepartment

CommercialDepartment

Customer Care

BroadbandConnectivity

Java greenVideoConferencing

Reliance

communications




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RELIANCE WEB WORLD DEPARTMENT[Chart-2]


CEO(Bombay)

BBC

Head

Circle

Heads

C3

Head

Operations

Head

Gujarat circle

C3

Lead

BBC

Lead

Areasales

Manager (ASM)

OperationSupport

Manager (OSM)

MarketingSupport

Manager (MSM)

Store Manager

OperationsExecutive

(OE)

Front DeskSupervisor

(FDS)

Other Staff

Organization Structure of Reliance WebWorld




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MARKETING DEPARTMENT

Sales

Basically the sales at Web World is done like there is two sales desk where all sales relatedthings are done like new connation, upgrading of old mobile with new camera mobile. Variousinformation is provided to customer related to new mobiles and offers of rim.

The Sales Process encompasses learning about the needs of each customer, and educating thecustomer about the communications services that are available to meet those needs. It includesthe activities of selling and fields support activities. It includes working to create a match between the customer's expectations and the service provider's ability to deliver. Depending onthe service provider process, it can be purely selling or can include various levels of technicalsales or 'back-office' support. With customer demand for sharply decreased intervals, customized

solutions and the need to reduce cost of costly order errors, more and more technical salessupport is being provided as early in the process as possible. The Sales process may include pre-order work and interfaces. More and more routine selling activities are moving to an Internet,customer-enabled interface and to other less costly Customer Care contact points.

RFP (Request for Proposal) management and negotiation are led from this process. Salesfunctions, supporting the process, can be organizationally aligned geographically, by industry or by account size when functions provided for large accounts are different than for small accounts,for example.

The aim is to respond quickly, sell the correct service to suit the customer's need and set

appropriate expectations with the customer. The process starts with identifying a potentialcustomer or customer need and basically ends with closure of a Sale (and support activities asdetermined by the specific service provider's process). This includes customer need assessment,customer decision to buy, including customer and service requirement information required tocorrectly order, provide, support and bill for the service the customer requested.

The sales desk executives also has to maintain the daily records of customer who have come inwhich are hot prospect and cold prospect that has to be judged and after few days tale calling isdone to that customer which are hot prospect

Market Segmentation

The modern marketing is the customer oriented, and all the marketing activities revolve aroundthe customer. All the customers have different attitude, habit, income, religion and purchasing power. At this point of time, the company cannot produce different products or bundle of commodities for each and every individual. But this will try to isolate some customers belongingto a group, which have similar characteristics, i.e. want and needs. The company will try to produce products only for that group. Grouping of the customers having similar characteristics iscalled market segmentation.





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The RELIANCE COMMUNICATIONS has segmented the market on the basis of thegeographical area. It means dividing the consumer market into various geographical units such as

National, States, Regions, Countries, Cities, Villages etc. The company has selected big cities invarious states, and this means that it has divided the market on the basis of the big cities. Havingoffices at different places. Company can market its products more efficiently throughout thecountry.

Target Market

Core

Youth – primarily students for information and communication 16-24,Young Adults 24-35, on the move business executives, who needs for personal and businessneeds

Secondary Audience –Long distance communication, STD users –Families / Users not familiar with computer usage

Though Youth will be the primary audience, the vision is to make it consideration set of any user who needs to communicate

Customers

Businessman, Service executive

Cyber café users

College students School students

Young executives with no home Internet connection

Home dial up users

Corporate - Traveling Executives,

Existing & potential RIM customers & their family members family.

VC (Video Conferencing) Clients

Torrent Pharma

Hitachi

Troikaa Pharmaceuticals

Adani

Gujarat Heavy Chemicals Ltd

Centre for Environment Education

Intas Pharmaceuticals

Amrop International

Federation of Indian Stock Exchange

HDFC Mutual Fund.





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HSBC

Apollo Hospital





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Core Values

The Group has always sought to be a value-driven organization. These values continue to direct

the group's growth and businesses. The four core values underpinning the way we do businessare:

Integrity - we must conduct our business fairly, with honesty and transparency. Everything wedo must stand the test of public scrutiny.

Understanding - we must be caring, show respect, compassion and humanity for our colleaguesand customers around the world and always work for the benefit of India.

Excellence - we must constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of the goods and services we provide.

Unity - we must work cohesively with our colleagues across the group and with our customersand partners around the world, building strong relationships based on tolerance, understandingand mutual cooperation.





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City Wise contribution to sales

[Graph No-1]

PRODUCT & SERVICE

Post-paid:

No more hassles of refilling for prepaid, running out of talk time or high calls rates. The new Joy99 plan gives you the flexibility of being postpaid at the most affordable monthly rent.Other facilities:

Value Roaming: No Roaming rentals. Outgoing calls/SMS as per home tariff plan rates.Receive incoming calls at RIM-to-RIM STD rates also as per your home tariff plan.

R Connect: Surf the net on the move at amazing speeds of up to 144 kpbs.

R World: Access a world of information, Communication, Entertainment & Commerce at the press of a button.


Source: Report published by RELIANCE COMMUNICATIONS




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Payment locations: To help you pay your monthly bills, we have installed drop boxes at various

locations through out your city. The drop boxes are located at our WebWorlds, retail shops,Vimal showrooms and various bank branches.

Pre-paid:

Reliance communications has marked its entry into the pre-paid segment. RIM pre-paid raisesthe bar for innovation, quality of service and value-added services in the pre-paid segment of mobile telephony market.

RIM pre-paid customers will have full seamless mobility across the country and roaming servicecomes to them without any extra charge. They will also be able to recharge their account with

any denomination from virtually anywhere in India. RIM pre-paid is also the only pre-paidservice in the country that provides data applications through R World and Internet connectivitythrough R Connect.

The RIM pre-paid handsets are distributed through over 15,000 retail outlets across India.Customers will be able to buy recharge vouchers from over 70,000 retail outlets across thecountry. Other unique features of RIM pre-paid include automatic roaming in the India RIM network atno extra cost, nationwide recharge facility with any denomination, STD and ISD facility, callforward and voice message service at local mobile call rates from anywhere in RIM network.

RIM pre-paid customers with Java-enabled handsets will be able to use their phones as modemsfor R Connect Internet connectivity and access R World data applications. RIM pre-paidcustomers will also have access to 1234 SMS-based services and a host of call managementservices like three-way conference call and caller line identification.

Reliance Web World Express

Reliance 'Web World Express' is the retail and customer service outlet of Reliancecommunications.Reliance Web World Express is franchised store in the neighborhood of customer providingservice & support to customers of Reliance 'India Mobile' and Reliance 'India Phone'.

Handset TypesBlack and White HandsetsColor HandsetColor Handset with cameraCamera Watch Phone

Fixed Wireless Phone (FWP)

Fixed Wireless Phone (FWP)





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Benefits

No Wires Attached Wireless connectivity – immune to cable-cuts, rains etc. Carry it

along when you move from room to room or when you shift your home/office. Wireless Internet (R Connect)

In-built modem for high-speed Internet connectivity at speeds up to 115 kbps. Noseparate ISP connection required

Mobile Phone's Features

SMS, In-built Caller Line Identification, Voice Mail, 99-number Phone Book, Speaker Phone, choice of ring tones and many more.

Zero effective Rentals

Value of free calls almost equivalent to monthly plan charges with unbelievably low callrates.

Fixed Line Phone (FLP)

Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP). This has been made possible through 'Intelligent FSK' signaling, a first time in India, that makes a host of intelligent features possible on our fixed line phones.

Moreover the single touch intelligent menu driven interface lets you use all the Reliance FLPfeatures without having to remember the feature activation codes. What's available as a result is'NextGen Phone with unique features'.

Benefits

Feature Packed Service at No Extra Cost

All features and services bundled with every subscription at no extra costs. Competitive Call Rates

Competitive tariff plans to suit every need. Enjoy attractive call rates for National and

International Calls. Enhanced convenience

Enhanced convenience of usage with superior digital experience on the FSK enabled phone.

Zero Effective Rentals





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R Connect

High speed Internet access anytime, anywhere is possible.Reliance's cutting edge CDMA 1 x network offers you high speed internet access, at speeds up to144kbps without tying you down to a landline. The R Connect Cable enables your RIM Phone towork as a high-speed modem for your PC or laptop. You can download files as well as read andsend e-mails easily at speeds up to 144 kbps, anytime, anywhere.

R Connect Card

A revolutionary product, that works as a modem and as a mobile phone. You can surf theInternet, access e-mails, make and receive calls and SMS from your laptop while on a businesstour, while waiting at the airport, or traveling in a car through the R Connect Card, anywhereacross the country.

Accessories

Hands Free Kit

The kit includes earphone, microphone and an integrated call answer / call termination button.You need not use your hands while using the mobile phone. It is very convenient for a frequentuser.


http://www.relianceinfo.com/Infocomm/rconnect_card.html

http://www.ntsearch.com/search.php?q=Free&v=56

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http://www.relianceinfo.com/Infocomm/rconnect_card.html

http://www.ntsearch.com/search.php?q=Free&v=56





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Travel Charger

The charger plugs into the electric socket and into your phone. It is small and handy. It isconvenient to carry while you are traveling.

Data Cable

This cable lets you connect to the Internet, from your computer/laptop, using your mobile as amodem. This is by plugging the Data Cable into your PC and the phone. Data Cables for LG(RD2030 & RD7130) are available with both Serial and USB ports. Data Cable for Samsung iscommon across all models and is available with USB port only.

Car Kit

This Car Kit is specifically designed for usage in the car so that you can talk and drive freely.The kit allows you hands free operation by using a microphone and a speaker. It also chargesyour phone.

R-Services

Reliance India Mobile offers a host of value-added services:

Itemized Billing: Value Roaming:

Reliance International Roaming:

Voice mail service:

Call waiting:

Call hold:

Call divert:


http://www.ntsearch.com/search.php?q=Travel&v=56


http://www.ntsearch.com/search.php?q=internet&v=56


http://www.ntsearch.com/search.php?q=Samsung&v=56

http://www.ntsearch.com/search.php?q=Car&v=56

http://www.ntsearch.com/search.php?q=car&v=56

http://www.relianceinfo.com/Infocomm/Rim/rservices_value_roaming.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_international_roaming.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_voice_mail.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_waiting.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_hold.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_divert.html

http://www.ntsearch.com/search.php?q=Travel&v=56


http://www.ntsearch.com/search.php?q=internet&v=56


http://www.ntsearch.com/search.php?q=Samsung&v=56

http://www.ntsearch.com/search.php?q=Car&v=56

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http://www.relianceinfo.com/Infocomm/Rim/rservices_value_roaming.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_international_roaming.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_voice_mail.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_waiting.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_hold.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_divert.html




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3-way call conferencing:

CLIP (Caller Line Identification Presentation)

CLIR (Call Line Identification RestReliance communicationstion)

International SMS

Real broad band at Reliance Web World/Internet

Out of the world experience at reliance Web World broad band at lighting speed of Internetsurfing, gaming, live chat, video chat etc at Web World and many more thing can be done atreliance Web World recently started at ring road Web WorldThe following thing can be done at real broadband reliance Web World

High speed Internet surfing.

Play games with real experience of car, bike etc.

Live camera chat at high speed.

Burn the CD with your own label.

Print the t-shirt picture of your choice.

Print, scan and lot more then just a cyber café

Video conferencing:

Web World Conferencing Services is a powerful tool for business enterprises to fulfill day-to-day communication needs linking conference rooms around the world so that disparate locationscan participate in "virtual" face-to-face meetings.

India’s first and only multi-party multi end point Video Conferencing Service. VideoConferencing from Web World will be conducted at 768 kbps with advanced features for flexibility and conference control providing a superior experience over current ISDN basedsystems (128 kbps).

The VC Room is equipped with a top-of-the-line Digital Theatre system complete with a 4x6feet large screen to give a near real life like experience.

• No Barriers to Communication.

• Registered Web World Enterprise Customers can Video Conference with any one inIndia.


http://www.relianceinfo.com/Infocomm/Rim/rservices_call_conference.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_clip.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_call_conference.html

http://www.relianceinfo.com/Infocomm/Rim/rservices_clip.html




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Video Conferencing Features

Multiple Viewing Options.

Full Screen Viewing Option.

Continuous Presence Viewing Option

Various Video Conferencing Modes allow it to become a platform to roll out new age business applications such as Corporate Training and Communication.

Video Conferencing – A platform to roll out various corporate applications.

Compelling new age applications and services that can be rolled out on the VideoConferencing platform.

Corporate Training through V.C

In this mode a single endpoint broadcasts to all other endpoints in the conference. (The endpointthat is broadcasting is called the Trainer). During the conference, all endpoints hear and view theTrainer only.The Trainer can view the participant locations one after another at a preset intervalof say 15 secs. At the end of the session the trainer will select each location and enable their audio to ask a question. All end points view and hear the questions or comments from any other sites, during Question Answer session Voting/Polling functions – Trainer ask a question – participants can press a number on theremote as Yes or No.The same session can be recorded and stored as an On-demand file. On-

demand content can be accessed for standard repetitive training content. On-demand contentallows employees to refresh and get trained at their own pace and convenience. On-demandcontent builds Intellectual Property of an Organization in the form of a Knowledge ManagementPortal using content management tools. Participants can take an on-line test and can be evaluatedafter going through the content.

Corporate Communication through V.C

The one to many mode of Video Conferencing is ideal for Corporate Communications too.Corporate web cast help in disseminating key and critical corporate information in a very warm, personal, human and interactive manner in audio and video along with slides and pictures. But to

all the employees disseminated instantaneously across all employees and in a very cost effectiveyet impact full manner. The Video Conference participants can interact with the speaker after thespeech.

Participants without Video Conferencing end point can view the event being streamed live.





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CUSTOMER CARE (CUSTOMER CONVENIENCE CENTRE-C3)

At customer care at reliance Web World there are 3 desk of customer care. Namely c1, c2, c3,

when customer has some sort of query or request he is suppose to get tokens formsecurity person and then according to token no. He is suppose to stand and when his turncomes the executive at customer care will ask him for his problem and he will try to solveis as soon as possible.

The Customer Interface Management Process may be a distinct process, or may be performed as part of the individual Customer Care Processes on an individual service or cross-service basis.These are the processes of directly interacting with customers and translating customer requestsand inquiries into appropriate "events" such as, the creation of an order or trouble ticket or theadjustment of a bill.

This process:

• Logs customer contacts

• Directs inquiries to the appropriate party

• Tracks the status to completion

• Provides regular follow-up to the customer

In those cases where customers are given direct access to service management systems, this

process assures consistency of image across systems, and assures security to prevent a customer from harming their network or those of other customers.

The aim is to provide meaningful and timely customer contact experiences as frequently as thecustomer requires. This process begins with customer contact and ends with customer contactand a delighted customer. A specific start and end of the process depends on the underlying process being executed.





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Types of activities done at customer care desk

Tariff migration: it basically means that customer wants to change its tariff plans e.g. if

customer wants to change its tariff plan joy 149 to joy 399 then it can be done incustomer care.

Personal info change / ownership transfer: this means that if customer wants its billingaddress to be change or it wants to give mobile to any other person so it can be donethrough ownership transfer.

Insurance: if the mobile of the customer is lost or theft so the insurance process has to bedone by the customer so that process is done through customer care through filling up thefrom and so on.

SDCA change: that basically means that if customer is of any other state and he wants tochance its sdca that is the code e.g. mumbai customer wants to get Ahmedabad sdca thenmumbai 022 needs to be change to 079 of Ahmedabad it can be done in customer care.

CUG: - cug means closed user group that is if customer wants cug to talk free betweenthe cug he can go in by the help of customer care.150 rental charged to each phone in cugand between them the talk is free.

• Std activation is also done in customer care.

• Bill related info is also given in customer care.

Above are things that is done at customer care desk but in short any kind of problem that

customer is facing it can be solved in customer care. So we can say that it is the most important part in reliance web world. It also facilitates the customer and the relationship with customer increase with that.

Suggestion box is also kept in Web World so that customer can give his feedback and theReliance Web World can improve its service further.

Channel of Distribution

To service & support customers of Reliance India Mobile is the genesis of Reliance Web World,the largest retail chain in the history of India and Indian retailing. They have establishedapproximate 700 Web Worlds across the nation & round about 17 Web Worlds in Gujarat circleto sale of Reliance communications products & offering Reliance India Mobile (RIM) services.Reliance Web World is the retail interface initiative of the Reliance communications juggernautand a part of Reliance's strategy of vertical integration.

They have also appointed ISA-Independent Sale Agent, DSA-Direct Sale Agent, Reliance POS-Point Of Sale & distributors. They all can be visited at Reliance delivery centers for all





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accounting transactions & collection of handsets/recharge vouchers. Agent can be searched by“agent code” or “agent name” in a particular city at RELIANCE COMMUNICATIONS site-Thus, Reliance Web Worlds are company managed retail outlets where Reliance India Mobile

and Reliance India Phone products are showcased and retailed. Thus,

Reliance WebWorlds arecompany managed retail outlets where Reliance India Mobile and Reliance India Phone productsare showcased and retailed

Reliance Web World Express

Reliance 'Web World Express' is the retail and customer service outlet of Reliancecommunications. Reliance Web World Express is franchised store in the neighborhood of customer providing service & support to customers of Reliance 'IndiaMobile' and Reliance'IndiaPhone'.





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Retail shops-Point of Sales (POS)

Reliance Point of Sales is conveniently located retail shops in neighborhood where one can walk in to subscribe to Reliance India Mobile Services.

Sale Agent

One can contact Reliance Sales Agents for demonstration of products; offer details, subscriptionand delivery of Reliance India Mobile Services at near doorstep.

Pricing Policy

Pricing may be defined as the value of the product attributes expressed in monetary term, whicha consumer pay, or official utility. Price is therefore a link that binds consumers and the

company. It helps to establish a mutually advantages, economics relationship and facilities thetransfer of goods & services from the company to the buyer. RELIANCE COMMUNICATIONShas kept pricing policy taking into the consideration of customers. It customer convenient &differs according to products & from time to time.

RELIANCE COMMUNICATIONS has adopted pricing policy from the customers’ point of view. It has adopted cost-plus pricing method. According to this method, the company hasestablished its head office in Mumbai, and the head office of the company at Mumbai determinesthe pricing. This pricing department can take help of the marketing department, personneldepartment and the financial department. Under this method, the company sends its coststructure inclusive of its fixed and variable cost, and the cost of the head office at Mumbai. Then

after, the head office fixes the pricing on the basis of the cost structure. At the time of fixation, ittakes into account the competition. They can also make arrangements in existing pricing policy,when the demand changes, or when the govt. changes its policy. The cost structure of thecompany is also taken into account. There are no direct rules for pricing since each firm; productand market situation differs from one another.

Sale Promotion

Sales promotion consists of variety of collection of incentive tools. Mostly short term designedto stimulate greater purchase of particular product or services by consumers of trade. Different programs are arranged on regular basis to attract different class of people according to their

needs like Cyber mom program, special packages for pharma persons, game incentives in game- bar for children are given

Advertising





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Advertising is a salesmanship, which can be defined as a paid form of non-personal by anidentified sponsor.Although advertising is done by different medias like Television, Radio, News papers, Magazines etc. Flyers, banners, posters, and hoardings are used.

RELIANCECOMMUNICATIONS calendars are given to all their employees. Electronic mediais also used for more sale promotion. Different exhibitions & slide shows are made for awarenessRELIANCE COMMUNICATIONS products. Various events are arranged on weekly basis.

Operation & Maintenance

LocationReliance communications Ltd., an Anil Dhirubhai Ambani Enterprises group company, is India'slargest private information and communications services provider, with a subscriber base of over 11 million. Reliance communications has established a pan-India, high-capacity, integrated(wireless and wireline), convergent (voice, data and video) digital network, to offer servicesspanning the entire Reliance communications value chain.There are approximate 700 WebWorlds across the nation & 17 in Gujarat circle.

To help customer pay monthly bills, they have installed drop boxes at various locations throughout your city. The dropboxes are located at Web Worlds, retail shops, Vimal showrooms andvarious bank branches.

Stock Management

The stock in the OTC format is received from the city OTC Warehouse. The stock Managementis an Operations Executives responsibility. In case of absence of Operations Executive then thestore Manager or the Front desk supervisor is responsible for the receipt of stocks.

• Stock receipts

The Operations Executive receives the stocks sent from the Warehouse through a courier along with a Stock Transfer Note. The Operations Executive opens the cartons and physically tallies the stock transfer note and acknowledges receipts of the handsets.

• Stock storage

The stock received is stored in a storeroom. The storeroom is locked and the key is keptwith the Operations Executive. The Stock transfer note is filed away for futurereconciliation requirements.

• Stock issue

The Operations Executive based on the sales requirement issues stock from the stock room and keeps it in bay near his sitting area. He issues stock here to the Front OfficeExecutives as and when required.

• Stock sales

The front office executive receives a handset from the Operations Executive based on acompleted CAF/LAF as described in the customer walk through process. The FrontOffice Executive finally hands this to the customer.





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• Stock Reconciliation

At the end of the day the stock reconciliation activity is done. All the front office

executives submit the signed handset acknowledgement receipt back to the operationsexecutive. The front desk submits his front desk-tracking sheet to the operationsexecutives. The handset acknowledgement receipts, applications received and the frontdesk tracking sheet is reconciled to understand the number of Reliance India Mobileconnections sold for the day. The book stocks are then with the physical handsets sold for the day to complete the reconciliation between book and physical stock.

• Stock review

The operations executive reviews the handset stock availability. Based on the past andfuture sales performance the operations executive decides whether to place a stock request or not.

• Stock request

If required the Operations executive then places a stock request on the city warehouseusing the stock request format.

House keeping Activities:

The responsibility of the housekeeping agency is to keep the store absolutely clean at allthe times. Housekeeping personnel should clean the store as per given in the job aid

The store manager will assign the responsibility for supervising housekeeping andmaintenance staff to individual staff members by rotation once every month

The housekeeping Aid is for a month The housekeeping agency staff should fill in the date for which the housekeeping aid will

be used

The housekeeping staff should complete a minimum of five cycles o housekeepingactivity

The housekeeping staff should initiate the “ Housekeeping Aid Format” every time acycle is completed

The housekeeping Agency staff should ensure that housekeeping activity is completed as per frequency defined in “ Housekeeping Aid”The aids are separated into two separate formats

Entrance Housekeeping

Showroom HousekeepingThe assigned store staff in charge of housekeeping activity should review thehousekeeping activity on the basis of checks and initials by housekeeping agency staff onhousekeeping.

Electrical Maintenance:





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The store manager of the assigned staff determines the maintenance schedule for theelectrical equipment and shall review the maintenance status periodically.

Review for DG set, junction boxes and power distribution fittings

Review for Air-conditioning system Review for Signage (exterior & in-store)

Small electrical fittings in the store e.g. lamps, tubes should be replaced as soon asmalfunctioning is detected, and the store manager shall instruct store staff to procure andreplace the required fittings immediately upon detection.

Plumbing Maintenance:

In the event of malfunctioning of plumbing and sanitary fittings, the store manager or theassigned staff must ensure that suitable correction of these is undertaken immediately, to avoidinconvenience to customers.

General Activities: Switch on air Conditioners 30 minutes before the entry of the customer

Switch on lights & check if all & emergency light are working

Check if Credit Card Machine is working

Check for IT Housekeeping, music system, connectivity, and furniture to be in place.

Check if fuel is available for diesel generator & its functioning

Check for attendance register, availability of drinking water & water taps aren’t leaking

Check for updating of registers & proper storage of stocks.

Finance Department

Processes:

There are various types of Financial Process. All Finance Process are defined the related to thefinancial aspect of the Company. All finance process is below.

Billing and Collection

Business Planning

Capex (Capital Expenditure)

Legal

Opex (Operational Expenditure)

Payroll

Provision Revenue Assurance

Billing and Collection:

Accounts for Customer Deposits

Billing & Collection





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Refund of Customers

SOP Accounting

SOP Cash Collection

SOP Credit Card Collection SOP Drop box Cheques Collection

Financial Performance

RELIANCE COMMUNICATIONS commenced operations with the launch of its wireless business in May 2003 followed by frantic growth in operations. The fiscal year ended March2005 was a period of consolidation during the year. RELIANCE COMMUNICATIONS focusedimproving its business & systems & customer satisfaction.RELIANCE COMMUNICATIONS currently offers services in 20 circles across the countrythrough its next generation fiber optic backbone spanning more than 70,000 route kms. It has

also acquired a license for the J & K circle.

As on March 31,2005,RELIANCE COMMUNICATIONS has 10.64 million fixedwireless & fixed line customers.

RELIANCE COMMUNICATIONS was awarded the CDMA Development Group’s 3GCDMA Industry Achievement Award for International Leadership in 2004.

RELIANCE COMMUNICATIONS performance is being continuously benchmarked against the best in the industry. This has enabled it to improve margins & register a healthy performance both in operation & financial terms. RELIANCE COMMUNICATIONS turned into a net profitin the last quarter of 20004-05,a major achievement of a telecom company in just its second year

of operations.

Web World Wise contribution to sales





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[Graph No-1]


Gandhinagar

6%

Satellite

10%

C.G.Road

5%

Maninagar

2%

Vijay X Road

22%

Jamnagar

4%

Sanjay Raj

2%

Neptune

4%

Varachha

6%

Ring Road

3%

Parle Point

7%

Adajan2%

Fatehgunj

4%

Makarpura

6%

Bhavnagar

2%

Meghdhanush

9%

Shahibaug

6%

Source: Report published by RELIANCE COMMUNICATIONS




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BBC Performance-Mar-08

[Graph No-2]

City wise Contribution of BBC

[Graph No-3]


303848

669942

1165661

879673

952733901474

406203

204225

198360

163880153849

158065126035

29285

944424

0

200000

400000

600000

800000

1000000

1200000

Month

Bhavnagar

1%

Baroda

13%

Jamnagar

2%

Surat

17%

Rajkot

3%

Ahmedabad

64%




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Commercial Activities

Commercials work/online billing

Management of finance is one of the major part in any business here in reliance Web World allthe computers are interconnected with local intranet and it is also connected with main server sowhen customer comes to pay his bill at Web World online billing is done on a software so theamount directly goes in to customer account online so the process is very fast. All the dailyrecords are maintained in computer and a daily reporting need to be done by working executivesdaily at night. The executives working in commercials also has to mange the store to maintainthe store i.e. stock remains of mobile prepaid, postpaid, fwp, various chargers batteries he has tomaintain a record of all that in computer and updated it daily. He also maintains the no. Whichare available so that customer can see the nos. and get it immediately.

All the recodes of daily collection and all that is maintain in computer and all the reports are senddaily to main office by the executives basically there are four to five people working in thecommercials department.Following activities done by commercials executives:

To create the report on daily basis and send it to main office.

To maintain the store keeping by maintain stock on daily basis of mobiles etc.

To update the various reports daily.

To maintain the contact with main office so that any new thing can be implementedimmediately.

To give duplicate copy of bill to customer as per requirement.

Different forms of payment

Payment by DD

If the prospective customer wishes to pay by DD, then the Front Office Executive has to verifythe DD amount to the tariff plan chosen by the customer In case it is correct then execute the handset activation steps.

Payment by Credit Card

The Front Office Executive has to check the customer’s tariff plan

He has to then check whether the customer is applying for loan

Validate the amount to be charged to the credit card with the customer

Walk to the Operations Executive’s desk and swipe the card in the EDC machine at thedesk

Carry the charge slip to the customer and request the customer to sign the charge slip

Validate the slip signature with the signature at the back of the credit card





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Staple the charge slip to the CAF/LAF form

Then executes the handset activation activities.

Payment by Cash

The Front Office Executive should accept the cash from the customer.

He has to walk over to the Operations Executive and request him for a DD of equivalentamount

The Front Office Executive has to enter the DD details on the CAF/LAF

Then execute the handset activation activities

Payment by Cheque

The Front Office Executive should accept the cheque from the customer and verify thecheque amount

Request the customer to come after seven days to collect the handset

The front office executive has to handover the CAF/LAF along with the cheque to theOperations Executive.

The operations Executive has to note down the details of the application and cheque in anunfulfilled application register

The operations executive deposits the cheque next day. The CAF/LAF is kept inabeyance in a day wise folder till the clearance of the cheque

The operations executive has to monitor the cheque clearance status

When a customer returns to collect his handset the front office executive has to execute

the handset activation procedure In case the customer has not come to collect the handset by the fourteenth day the

operations executive has to courier the handset to the customer’s address as mentioned inthe CAF

In case the cheque bounces the operations executive has to call up the customer and askshim to come in with DD.

Human Resource Department

Personnel Management is preliminary concern with the manpower resource of an organization. Ithas nothing to do with man and material. But it is concerned with human being. It is related with

the estimation of manpower Requirement, Recruitment, Selection and placement of personnel.Without personnel management, a company cannot achieve its goals. It may result in over staffing or under staffing of employees. Thus, Personnel Management must be properlymanaged. Personnel Management is variation in progress because of strict steps taken by themanagement. But now, the personnel department is trying to improve personnel behavior andindustrial relation, i.e. relation between workers and management.





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Different work centers like Engineering, Internet data centers, Billing and Collection centers,Systems and Application centers in ERP, CRM, OSS billing, revenue assurance and functionslike Commercial, Finance, HR and IT support our Businesses. We manage this integrated

diversity by operationalsing our values and leading with Trust. They believe the followingattributes define future Leadership in Reliance.

• Customer centricity.• Initiative and an attitude of ownership• Passion for excellence and ability to energize• Problem solving and an innovative "can do" mindset• Entrepreneurship and stretch

Processes of HR Department:

• Time keeping

•

Employee Services & benefits• Recruitment & Selection

• Induction

• Training & Development

• Promotion & Transfer

• Performance Appraisal

• Wages & salary Administration

Work Environment:

Reliance communications is in the process of setting up best-in-class work facilities across major cities in India. At Mumbai, the Dhirubhai Ambani Knowledge City hosts more than 3000 professionals with a range of office complexes, food courts, avenues and boulevards, fountains,Video conferencing and other advanced communication infrastructure. Apart from the physicalwork setting, Reliance communications is fostering a work climate marked by positive energy,teamwork and performance ethic.We are committed to building a non-hierarchical and openwork environment... a result driven meritocracy.

People Management:

"We bet on people" said Dhirubhai Ambani, legendary founder. This is at the core of Reliancecommunication’s Business philosophy. Reliance communications believes in hiring world-classtalent and supporting them with an enabling organizational framework.They have already invested in 50,000 person training days and state-of-the-art e-learningfacilities. They are introducing several progressive and employee friendly HR practices in e-HR,Employee Self Service, Performance Management System, 360° Feedback and LeadershipDevelopment initiatives. Vision is to develop Global Leaders in India by providing themopportunities to learn through a comprehensive and contemporary framework of continuingeducation.





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Manpower planning Recruitment & selection:

Recruitment is one of the most important personnel function. The necessity for securing newemployees arises from many reasons. Like retirement, some employees grow older, die, becomeincapable, seasonal fluctuations in business and expansion of business requires new employees.The Scientific recruitment enables the development and maintenance of satisfactory work force,and increases the production at a reduced cost. It results in increasing total earnings. Unscientificrecruitment leads to overall reduction in all the above stated advantages. The RELIANCECOMMUNICATIONS has adopted the following recruitment procedure: Estimation of personnel requirement. First of all, the manager of personnel department will make an estimateof the number of personnel that would be required in different departments. For this purpose, hehas to contact the supervisor and to take information regarding the personnel required.Employment requisition

At this stage, the manager will decide and specify the job for which an employee is required, the job specification and the qualities required in an employee Contact with the source of supply. Atthis stage, the manager will think about various sources of recruitment. All the middle and senior level vacant positions are to be filled in through promotion of the deserving people from lower levels. When no vacant post is available at lower level, the company will go for externalrecruitment.Policy of Recruitment

• Physical fitness must for all those who are recruited from external sources.

• It gives advertisement in the TOI & local newspapers & on its site.

Selection:

Selection is the efforts of the organization to select a fix number of candidates from large number of applicants. Selection is the negative technique, because it involves rejection of unsuitablecandidates. Selection procedure is different in different industrial unit, because selection procedure depends on the job for which the appointment is to be made. The procedure is difficultfor executives and it is relatively simple for ordinary worker. RELIANCECOMMUNICATIONShas adopted following selection procedure:

Receiving applications

The selection procedure begins with the reception of application in the personnel department. At

this stage, the organization will get applications from various candidates who want to get the job.Application contains various information about applicants like achievements, experience, etc.

Screening

At this stage, the personnel manager will apply training methods/ it means eliminating thoseapplications, which are not matching the job requirements, or unwanted applications will beremoved and only those applicants will be called for further process, who are found to be metwith the requirements.





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Application Blank

The candidates who were matching with the requirements are given printed standard forms.

These forms can elicit more information about the candidate. It is useful device for collecting basic histoReliance communicationsal data about the candidates. The application blank containsthe followings:

a. Biographical data1. Name2. Father’s name3. Present address4. Age5. Sex6. Place of birth

b. Educational attainment1. Subject2. Marks or grade obtained3. Institution

c. Work experience1. Previous experience2. Reasons for leaving the previous job3. Training in the special field

Interview

At this present stage, the candidate will be asked for interview. The interview is a face-to-faceconversation between the interviewer and the interviewees. At this stage, the former willevaluate the behavior of the candidate, i.e. how he is answering and thus, he will get theinformation regarding the qualities, manner, weakness, appearance, neatness, ability to speak,and impression on others before he is selected.

Final selection

At this stage the candidate selected in the final interview will be issued the selection letter andthen he goes to the line manager as a line manager has been given the authority to choose thesubordinate at this stage. At this stage, the candidate is finally selected for the post. In the case of lower level employees, the company has no formal procedure, and are selected on the basis of the nature of work.

Performance Appraisal

Performance Appraisal is one of the oldest and most universal practices of management. It refersto all the formal practice used in the working organization to evaluate the personnel initiativecontribution and potentialities of group establishing whether the worker can contribute still morein different higher jobs or not. It helps in the transfer and promotion policy.





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So far as the RELIANCE COMMUNICATIONS is concerned, it follows a very simple way for performance appraisal, under which, each and every supervisor is given the responsibility towrite a note of subordinates, and the superior is responsible for providing information regarding

their subordinates, i.e. how he is working and the information regarding ability, skills, jobknowledge, behavior, tact and courtesy etc. Then the personnel manager will decide as to howmuch and to what extent the subordinate is suitable for appraisal on the basis of performance.The performance appraisal manager takes the decision regarding his promotion, transfer andsometimes demotion. Whenever there is a vacancy, the manager has to take the decision on the basis of the performance appraisal. The manager will first promote those employees whose performance is better in all areas.

Human Resource Policies

Timings

This defines policy for the working hours, the shifts and the breaks allowed for employees of Web World

Working Hours

Every employee is expected to work for eight hours a day. It does not include the time taken for breaks.

Shifts

Employees are divided on maximum of three shifts. The store manager will decide the number of shifts, the shift timings and allocate employees to the shifts appropriately. Its copy is alsodisplayed in the attendance register. Employees are not authorized to swap their shifts withoutthe consent of the store manager.

Breaks

Every employee during his/her shift entitled to the two tea breaks of fifteen minutes durationeach. One lunch/food break of half hour duration. The store manager shall work out timings for the breaks for each individual employee.

Uniforms

A smart uniform, correctly and neatly worn, catches the eye of the public and is the bestadvertisement for an efficiently run organization. Therefore all WebWorld stores across thecountry have a prescribed uniform for all their employees. All employees when in store arerequired to be in proper uniform. Any employee not adhering to the norm shall face disciplinaryaction against him/her. The employee is responsible for the maintenance of their uniforms and noallowance for the same is given. The uniform is to be worn only at WebWorld stores while onduty and not used for any personal use. Both male & female employees are to prescribedfootwear with the uniform.

Jewellery/Accessories





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Male employees are not allowed to wear visible jewellery of any kind, which would includefinger rings, earrings, chains and bracelets. Female employees to wear minimum jewellery.

GroomingThis outlines what are the acceptable grooming standards for all WebWorld employees. Allemployees are expected to report to their place of work in clean & neatly ironed uniforms & alsohair, nails & make up should be of natural look.

Code Of Conduct

Every employee of Web World is a brand ambassador for the store and the organization.Therefore there is a code of conduct that needs to be strictly followed by all employees withinthe store and outside the store, till such time they remain employees of the Web Worldemployees are expected to maintain decorum at all times while in the store. Any arguments,difference in opinions, any conflict etc among the employees need to be resolved in private,away from areas which are used by customers. Employees are prohibited from using any store property and consumables for personal use. Employees should refrain from entertaining friendsand family members on the shop floor while on duty.

Weekly off

Every employee is entitled to one day off in a working week (consisting of 7 days) the staff willget a day off on a rotation basis. The store manager has to decide which employee will get aweekly off on which day of the week.

Holidays

Holidays as per the shops and establishment Act as applicable to the specific WebWorld stores is prepared & displayed on the employee notice board. The employees is be eligible to acompensatory off, which has to be availed with two weeks of the holiday on which the employeehas worked, in case the store has worked on specific holidays.

Leave Entitlement

Every employee in the organization is entitled to paid leave. The number of days to be availed asleave and its break up into sick leave, casual leave and privilege leave will differ from state tostate. The no of days the employee is entitled for leave is mentioned in the appointment letter issued to the employee. Store manager prepares a leave calendar for every 6months.This willfacilitate the store manager to plan his staffing, especially when an employee plans to go onleave for a long period of time (e.g. marriage, maternity leave, study leave etc.)

Sick Leave (SL):

If employees go on SL for 3 or more continuous days, he/she is required to submit a medicalcertificate from a registered medical practitioner

Causal Leave (CL):

Prior approval is required before an employee goes on CL.Employees cannot apply for morethan 3 continuous days of CL at one time. Any holidays falling during the leave period will becalculated as a part of the leave. Any unused CL will lapse at the end of the year.





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Privilege Leave (PL):

A minimum of 15-day prior approval is required before an employee goes on PL.Any holidays

falling during the leave period would be calculated as a part of the leave. PL balance to beencashed at the time of cessation of employment.

Maternity Leave:

Female employees are entitled to maternity leave of 12 weeks. This is paid leave. Only thoseemployees who have completed one year of service prior to their pregnancy are eligible for Maternity leave.

Salary payment

Salary is paid through an account payee cheque on seventh of every month .If seventh of themonth happens to fall on a holiday/Sunday, and then the payment is to be made on the previousday.

Attendance

All staff store & agency record their attendance in the registers.

Staff Rotation

The store manager checks to see if there is any absenteeism in the morning shift. If there isabsenteeism the Store Manager should reallocate the duties among the staff present in the store.If required the Store Manager shall call the staff from another shift to report to duty immediately.





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SWOT ANALYSIS

It is necessary to know the strengths, weaknesses, opportunities & threats of the company. The

SWOT analysis gives us the idea about all the four above. It will help us to know the financialand marketing position of the company. It will be easy to know its competitive edge over other companies by SWOT analysis.

Strengths:

The Reliance group, India’s largest private sector enterprise and one of the 500 largestenterprises in the world

Reliance communications has the most extensive private telecom network in the country.

Most of the other bigger players are providing mobile services on GSM technology whileReliance is providing on CDMA technology. Reliance communications has nearly sweptthe entire CDMA segment as it occupies a massive 86% of the market share in CDMAmobile service providers segment.

Countrywide roaming was implemented from the 1st of December in 2003 in all RelianceTelecom circles, except Assam and North East where there is a restriction on roaming.

Roaming with more than 300 operators across the globe has been opened up through asponsor network using the signaling and billing solution from Roamware.

Wide range of products & services.

Technically sound and efficient workforce.

Weaknesses:

Late entry in telecom business still newcomer compare to other rivals.

Bad debt is the major problem for Reliance communications. Currently, none of the private telecom operators, such as BPL or Spice, is Reliance

communication’s customer for long distance services. These companies prefer BSNL toReliance.

High attrition rate.

Opportunities:

Telecom Market is going up everyday.

Information & communication equipments & demand of digital services is increasing day by day.

Growth in the industrialization born new digital service client for the company.

Company gets the permission to start with GSM technology also. Still large area of country is untapped.

Good potential exit in the rural market.

Spectrum division policies may liberalize in the future.

Threats:

Competitors are very strong regarding their products against Reliance communications.



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Broadband projects are tough to execute because of poor infrastructure.

There is need to build the company's long distance base on a priority footing.

Customers are switchers efforts should be made to create loyalty & stickiness among

customers. Prices of digital services are reducing.

New local and global players are coming.

Empowered customers reduce the profit margins.


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CHAPTER-3

RESEARCH

METHODOLOGY





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Marketing Research being a logical process definitely follows our predetermined sequence or steps in order to obtain the desired results or outcomes. Though the entire process of marketingresearch is quite complex and requires a considerable degree of knowledge and skill, the step of

problem formulation is the most challenging and critical one for the researcher as well as theresearch. It is rightly said that a problem, well defined is half solved.

Research Problem Statement:

The concern of study is to analyze how the individual choose a particular mobile service provider. Different individuals give different waightage to the different attributes while chooseany of the operators. We all know that there are various factors that affect the consumer decision.Thus, it is necessary to know that which are the factors that consumer consider. Identification of the sources of the information is also very important.

Research Objectives:

Any activity done without any objective in a mind cannot turn fruitful. An objective provides aspecific direction to an activity. Objectives may range form very general to very specific, butthey should be clear enough to point out with reasonable accuracy what researcher wants toachieve through the study and how it will be helpful to the decision maker in solving problem.

The main objective of this research is “To asses the awareness level about RIM and

the factors affecting the choice of mobile service provider.”How ever the following are the sub objectives:

To know preferred features of mobile service.

To find main sources of awareness of RIM.

To find out effectiveness of advertisement and publicity media of Reliance IndiaMobile.

To know the factors influencing to buy RIM i.e. charges, scheme, facilities,network coverage, services, mobile cost.

Variable of the Study

The variables of this study are source of information, factor that are considered byindividual, awareness level. Keeping in mind these three variables, the questionnaire has

been prepared. The focus has been on these variables.

Assumptions of Research

(1) It is assumed that all respondents give the right answers without any bias.(2) The sample of 200 respondents is rightly representative of whole population.





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Advantages of the Study

(1) This study will help in understanding the behaviour of the customer regarding their decision about mobile service provider.

(2) It also helps us to identify that which factors are important from the customer perspective.

(3) It also gives us the information about which source of information is important for thecustomer and what is the impact of advertisement on their behavior.

Research Design:The research design is exploratory research in nature. The research has been undertaken toknow buying behavior / pattern of the people for the mobile & awareness for RIM. Objective isfirst is first determined & accordingly research is conducted so it is exploratory.Research is based on every one personal characteristic like age, occupation, income, status, personal preferences, etc. in Ahmedabad city & sample size is 200.For data collectionquestionnaire method is used & for analysis graphs of different types with percentage methodused.

Data Collection:

Types of dataThere are two types of data:

Primary Data

Secondary Data

Sources of dataAfter deciding the types of data to be collected, the sources from which they are to be collectedare decided. Primary Data:

The primary data has been collected through a questionnaire and by interviewing to the

respondents. All questions were thoroughly objective as per the information needed





8

Data Collection Method: The data collection method used in this study is survey method. Asthe study was related with primary data collection, the survey method was the best one toanalyze the opinions and views of customers.

Data Collection Instrument: The questionnaire was the data collection instrument for thisstudy. There were 22 questions in the questionnaire.

Sampling DesignElements of Sampling Design:Following are the main elements of sampling design adopted for survey.Population:“Population is the aggregate of all the elements defined prior to the selection of the sample.”It is defined in terms of the following specifications:

Elements

Size

Extent

Time

Elements- Sampling Unit

Service: It includes employees of governments, private, and co-operative organizations.

Professionals: It includes all the professionals like doctors, lawyers, teachers, etc.

Businessmen: It includes businessmen in every field like constructor, proprietor, etc.


Customer's OccupationAge of customers( In Years)

Total20 to 30 30 to 45

More than45

Business 14 34 32 90Profession 6 10 4 50

Employee 30 18 12 40

Others 40 0 0 20

Total 90 62 48 200




8

Others: It includes all the students, general Housewife etc.

Size- Sample size

Sampling units adopted for research of Reliance India Mobile (RIM) service at Reliancecommunications (RELIANCE COMMUNICATIONS) is 200 samples.

ExtentThe city of Ahmedabad.

Time16th Jan-30th Jan, 2008

Sampling MethodStratified random sampling method of choosing the samples has been adopted

Scope of the ResearchThe study is limited to Ahmedabad city only. As Ahmedabad city having a large chunk of individual customers who are using RIM, Ahmedabad will give the true picture of all kind of customers. In Ahmedabad city, the respondents were selected from the Clients of Reliance aswell as of the other operators.

Limitation of the Study

(1) The answers given by the investor may be suffering from the biasness

(2) Some of the customers were very busy and hurried. Therefore, they had not spent sufficienttime to think about the questions. They may not have understood the questions properly.

(3) It might be that all factor and aspects may not be covered in the questionnaire to depict thetrue picture of the customer awareness and preferences.

(4) Due to limitation of time and cost constraints a sample size of only 100 respondents ischosen.





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8

CHAPTER-4

CONCEPTUAL

FRAMEWORK





8

CONSUMER BUYING BEHAVIOUR

Definition of Buying Behaviour:

Buying Behaviour is the decision processes and acts of people involved in buying and using products.

Need to understand:

• Why consumers make the purchases?• What factors influence consumer purchases?• The changing factors in our society.

Consumer Buying Behaviour refers to the buying behaviour of the ultimate consumer. A firmneeds to analyze buying behaviour for:

• Buyer’s reactions to a firms marketing strategy has a great impact on the firms success.• The marketing concept stresses that a firm should create a Marketing Mix (MM) that

satisfies (gives utility to) customers, therefore need to analyze the what, where, when andhow consumers buy.

• Marketers can better predict how consumers will respond to marketing strategies.

Stages of the Consumer Buying Process

Six Stages to the Consumer Buying Decision Process (For complex decisions). Actual purchasing is only one stage of the process. Not all decision processes lead to a purchase. Allconsumer decisions do not always include all 6 stages, determined by the degree of complexity...discussed next.

The 6 stages are:

1. Problem Recognition: (awareness of need)

Difference between the desired state and the actual condition. Deficit in assortment of

products. Hunger--Food. Hunger stimulates your need to eat. Can be stimulated by themarketer through product information--did not know you were deficient? i.e., see acommercial for a new pair of shoes, stimulates your recognition that you need a new pair of shoes.

2. Information search:

o Internal search, memory.


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o External search if you need more information. Friends and relatives (word of

mouth). Marketer dominated sources; comparison shopping; public sources etc.

A successful information search leaves a buyer with possible alternatives, the evoked set.

Hungry, want to go out and eat, evoked set is

• Chinese food• Indian food• burger king• Klondike kates etc

3. Evaluation of Alternatives:

Need to establish criteria for evaluation, features the buyer wants or does not want.Rank/weight alternatives or resume search. May decide that you want to eat something spicy,Indian gets highest rank etc. If not satisfied with your choice then return to the search phase.Can you think of another restaurant? Look in the yellow pages etc. Information fromdifferent sources may be treated differently. Marketers try to influence by "framing"alternatives.

4. Purchase decision:

Choose buying alternative, includes product, package, store, method of purchase etc.

5. Purchase:

may differ from decision, time lapse between 4 & 5, product availability.

6. Post-Purchase Evaluation—outcome:

Satisfaction or Dissatisfaction. Cognitive Dissonance, have you made the right decision. Thiscan be reduced by warranties, after sales communication etc.After eating an Indian meal,may think that really you wanted a Chinese meal instead.

Types of Consumer Buying Behaviour

Types of consumer buying behaviour are determined by:

• Level of Involvement in purchase decision. Importance and intensity of interest in a product in a particular situation.

• Buyer’s level of involvement determines why he/she is motivated to seek informationabout a certain products and brands but virtually ignores others.





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High involvement purchases--Honda Motorbike, high priced goods, products visible to others,and the higher the risk the higher the involvement. Types of risk:

•

Personal risk • Social risk • Economic risk

The four type of consumer buying behaviour are:

• Routine Response/Programmed Behaviour--buying low involvement frequently purchased low cost items; need very little search and decision effort; purchased almostautomatically. Examples include soft drinks, snack foods, milk etc.

• Limited Decision Making--buying product occasionally. When you need to obtaininformation about unfamiliar brand in a familiar product category, perhaps. Requires a

moderate amount of time for information gathering. Examples include Clothes--know product class but not the brand.• Extensive Decision Making/Complex high involvement, unfamiliar, expensive and/or • Infrequently bought products. High degree of economic/performance/psychological risk.

Examples include cars, homes, computers, education. Spend allot of time seekinginformation and deciding. Information from the companies MM; friends and relatives,store personnel etc. Go through all six stages of the buying process.

• Impulse buying, no conscious planning.

The purchase of the same product does not always elicit the same Buying Behaviour. Productcan shift from one category to the next.For example:

Going out for dinner for one person may be extensive decision making (for someone that doesnot go out often at all), but limited decision making for someone else. The reason for the dinner,whether it is an anniversary celebration, or a meal with a couple of friends will also determinethe extent of the decision making.

Factors that Affect the Consumer Buying Decision ProcessA consumer, making a purchase decision will be affected by the following three factors:

1. Personal

2. Psychological 3. Social

The marketer must be aware of these factors in order to develop an appropriate MM for its targetmarket.Personal

Unique to a particular person. Demographic Factors. Sex, Race, Age etc.


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Who in the family is responsible for the decision making?Young people purchase things for different reasons than older people.

Psychological factorsPsychological factors include:

Motives

A motive is an internal energizing force that orients a person's activities toward satisfying a needor achieving a goal.

Actions are effected by a set of motives, not just one. If marketers can identify motives then theycan better develop a marketing mix.

MASLOW hierarchy of needs!!

• Physiological• Safety• Love and Belonging• Esteem• Self Actualization

Need to determine what level of the hierarchy the consumers are at to determine what motivatestheir purchases.

Nutriment, a product marketed by Bristol-Myers Squibb originally was targeted at consumersthat needed to receive additional energy from their drinks after exercise etc., a fitness drink. Itwas therefore targeted at consumers whose needs were for either love and Belonging or esteem.The product was not selling well, and was almost terminated. Upon extensive research it wasdetermined that the product did sell well in inner-city convenience stores. It was determined thatthe consumers for the product were actually drug addicts who couldn't not digest a regular meal.They would purchase Nutriment as a substitute for a meal. Their motivation to purchase wascompletely different to the motivation that B-MS had originally thought. These consumers wereat the Physiological level of the hierarchy. BM-S therefore had to redesign its MM to better meetthe needs of this target market. Motives often operate at a subconscious level therefore aredifficult to measure.

Perception--

What do you see?? Perception is the process of selecting, organizing and interpreting informationinputs to produce meaning. IE we chose what info we pay attention to, organize it and interpretit.

Information inputs are the sensations received through sight, taste, hearing, smell and touch.





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Selective Exposure-select inputs to be exposed to our awareness. More likely if it is linked to anevent, satisfies current needs, intensity of input changes (sharp price drop).

Selective Distortion-Changing/twisting current received information, inconsistent with beliefs.Advertisers that use comparative advertisements (pitching one product against another), have to be very careful that consumers do not distort the facts and perceive that the advertisement wasfor the competitor. A current example...MCI and AT&T...do you ever get confused?

Selective Retention-Remember inputs that support beliefs, forgets those that don't.Average supermarket shopper is exposed to 17,000 products in a shopping visit lasting 30minutes-60% of purchases are unplanned. Exposed to 1,500 advertisement per day. Can't beexpected to be aware of all these inputs, and certainly will not retain many.

Interpreting information is based on what is already familiar, on knowledge that is stored in the

memory.

Ability and Knowledge--

Need to understand individual’s capacity to learn. Learning, changes in a person's behaviour caused by information and experience. Therefore to change consumers' behaviour about your product, need to give them new information re: product...free sample etc.

South Africa...open bottle of wine and pour it!! Also educate American consumers about changesin SA. Need to sell a whole new country.

When making buying decisions, buyers must process information.

Knowledge is the familiarity with the product and expertise.

Inexperience buyers often use prices as an indicator of quality more than those who haveknowledge of a product.

Non-alcoholic Beer example: consumers chose the most expensive six-pack, because theyassume that the greater price indicates greater quality.

Learning is the process through which a relatively permanent change in behaviour results from

the consequences of past behaviour.

Attitudes--

Knowledge and positive and negative feelings about an object or activity-maybe tangible or intangible, living or non- living.....Drive perceptions





8

Individual learns attitudes through experience and interaction with other people.Consumer attitudes toward a firm and its products greatly influence the success or failure of thefirm's marketing strategy.

Attitudes and attitude change are influenced by consumer’s personality and lifestyle.

Consumers screen information that conflicts with their attitudes. Distort information to make itconsistent and selectively retain information that reinforces our attitudes. IE brand loyalty.

There is a difference between attitude and intention to buy (ability to buy).

Personality--

All the internal traits and behaviours that make a person unique, uniqueness arrives from a

person's heredity and personal experience. Examples include:

• Work holism• Compulsiveness• Self confidence• Friendliness• Adaptability• Ambitiousness• Dogmatism• Authoritarianism• Introversion•

Extroversion• Aggressiveness• Competitiveness.

Traits affect the way people behave. Marketers try to match the store image to the perceivedimage of their customers.

There is a weak association between personality and Buying Behaviour, this may be due tounreliable measures. Nike ads. Consumers buy products that are consistent with their self concept.

Lifestyles—

Lifestyles are the consistent patterns people follow in their lives. Social Factors

Consumer wants, learning, motives etc. are influenced by opinion leaders, person's family,reference groups, social class and culture.

Opinion leaders--





8

Spokespeople etc. Marketers try to attract opinion leaders...they actually use (pay) spokespeopleto market their products. Michael Jordon (Nike, McDonalds, Gatorade etc.)

Roles and Family Influences--

Role...things you should do based on the expectations of you from your position within a group.

People have many roles. husband, father, employer/ee. Individuals role are continuing to changetherefore marketers must continue to update information.

Family is the most basic group a person belongs to. Marketers must understand:

• that many family decisions are made by the family unit• consumer behaviour starts in the family unit•

family roles and preferences are the model for children's future family (canreject/alter/etc)• family buying decisions are a mixture of family interactions and individual decision

making• Family acts an interpreter of social and cultural values for the individual.

The Family life cycle: families go through stages, each stage creates different consumer demands:

Two Income Marriages Are Now the Norm

Because 2 income families are becoming more common, the decision maker within the familyunit is changing...also, family has less time for children, and therefore tends to let them influence purchase decisions in order to alleviate some of the guilt. (Children influence about $130 billionof goods in a year) Children also have more money to spend themselves.

Reference Groups--

Individual identifies with the group to the extent that he takes on many of the values, attitudes or behaviours of the group members like families, friends, sororities, civic and professionalorganizations, any group that has a positive or negative influence on a person’s attitude and behaviour.

Membership groups (belong to)

Affinity marketing is focused on the desires of consumers that belong to reference groups.Marketers get the groups to approve the product and communicate that approval to its members.Credit Cards etc.!!

Aspiration groups (want to belong to)


http://c/Users/Yogesh/Desktop/palve%20%20con.%20pre.%20theory/chapt19.html#spokesperson

http://c/Users/Yogesh/Desktop/palve%20%20con.%20pre.%20theory/chapt19.html#spokesperson




8

Disassociate groups (do not want to belong to)

Honda, tries to disassociate from the "biker" group.

The degree to which a reference group will affect a purchase decision depends on an individual’ssusceptibility to reference group influence and the strength of his/her involvement with thegroup.

Social Class--

An open group of individuals who have similar social rank.

Social class influences many aspects of our lives. i.e.; upper middle class Americans prefer luxury cars Mercedes.

• Upper upper class.• Lower-upper class,• Upper-middle class,• Middle middle class,• Working class,• Upper lower class• Lower-lower class,

Social class determines to some extent, the types, quality, and quantity of products that a person buys or uses.

Lower class people tend to stay close to home when shopping; do not engage in much prepurchase information gathering.

Stores project definite class images.

Family, reference groups and social classes are all social influences on consumer

Culture and Sub-culture--

Culture refers to the set of values, ideas, and attitudes that are accepted by a homogenous group

of people and transmitted to the next generation.

Culture also determines what is acceptable with product advertising. Culture determines what people wear, eat, reside and travel. Cultural values in the US are good health, education,individualism and freedom. In American culture time scarcity is a growing problem. i.e., changein meals. Big impact on international marketing.





8

INTERPRETATION





8

Data Analysis & Interpretation

Gender wise distribution of respondents.

Respondent

85%

15%

Male

Female

[Graph No-4]

Interpretation

85% were male respondents

15% were female respondents


Gender Respondent

Male 85%

Female 15%




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Occupation wise distribution of respondents.

The purpose is to find out the buying pattern and opinion of the different group of the society.

Occupation Unit of Analysis%

Business 45%

Professional 25%

Service 20%

Others 10%

occupation profile

45

25

20

10

0

5

10

15

20

25

30

35

40

45

50

Business Professional Service Others

Unit of Analysis%

[Graph No-5]

Interpretation

45% of respondents were from business class. It is maximum.

10% of respondents were students or housewife. It is minimum.





8

Income wise distribution of respondents.

The purpose is to find out which income group use mobile more or less.

Income profile Unit of analysis (%)

>5000 2

5000 - 12000 25

12000 - 25000 35

25000 -50000 30

50000< 5

Income profile

2%26%

36%

31%

5%

>5000

5000 - 12000

12000 - 25000

25000 -50000

50000<

[Graph No-6]

Interpretation

35% were from the income group of Rs. 12000-25000.It is highest.

5% were from the income group of Rs. less than 5000 or greater than 50000. It is lowest





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Distribution of the respondent according to mobile having or not

The purpose is to find out the scope for the mobile service providers.

68

32

0

20

40

60

80

100

Yes No

No. Of units (%)

[Graph No-7]

Interpretation

68% respondents have the mobile.

32% respondent doesn’t have the mobile.


Having mobile or not No of units (%)

Yes 68

no 32




8





8

Respondent who have mobile, they are satisfied or not with their service.

The purpose is to find out those who are not satisfied. Why they are not satisfied? Maintain the

present customers and attract the other company’s customers. And those who are satisfied findout the reason and strength of the company.

Satisfied or not No. Of units (%)

Yes 82

No 18

No. Of units (%)

82

18

Yes

No

[Graph No-10]

Interpretation

82% were satisfied with their mobile services

18% were not satisfied with their mobile services.





8

The respondent’s monthly spend on mobile services.

The purpose is to find out how much the customer generally spends on mobile service per

month, which helps to introduce prepaid card and various schemes for different groups.

Mobile Expense

10

19

28

33

9

1

0

5

10

15

20

25

30

35

< 3 0 0

3 0 0 -

4 0 0

4 0 0 -

6 0 0

6 0 0 - 1 0 0 0

1 0 0 0 - 2 0 0 0

2 0 0 0 >

No. Of units (%)

[Graph No-11]

Interpretation

33% have monthly spending on mobile service is Rs.600-1000, which is highest

1% have monthly spending on mobile service is greater than 2000, which is lowest


Monthly spend (Rs.) No. Of units (%)

<300 10

300 - 400 19

400 - 600 28

600 - 1000 33

1000 - 2000 9

2000> 1




8

Respondents who don’t have mobiles, whether they want to buy in near future or

not.

The purpose isto findout the

potential customers.

No of Units (%)

30

70

Yes

No

[Graph No-12]

Interpretation

30% of respondents want to buy mobile in future

70% of respondents don’t want to buy.


Want to buy in near future No of Units (%)

Yes 30

No 70




8





8

Those who want to buy in the near future, which company they preferred.

The purpose is to find out potential customers of the different company.

Company preferred No. Of units (%)

Hutch 51

Idea 19

Reliance 17

Tata 3

Airtel 7

BSNL 3

Preferred service provider

51

19 17

37

3

0

10

20

30

40

50

60

H u t c h

I d e

a

R e l i a n c e

T a t a

A i r t e l

B S N L

No. Of units (%)

[Graph No-13]

Interpretation

51%want to purchase Hutch, is maximum

3% want to purchase Tata or BSNL, is minimum





8

The type of criteria the customer considers for buying mobile service.

The purpose is to find out preferences of the customers (Call rate charges, network coverage,Promotional schemes, Value added services, pulse rate etc.) while they buying mobile.

Criterias

1018

68

2 2

0

10

20

30

40

50

60

70

80

P r o m o t i o n

a l

S c h e m e

C a l l r a

t e

c h a r g e

N e t w o r k

C o v e r a g

e

P u l s e r a

t e

V a l u e

a d d e d

s e r v i c e

s

No. Of units (%)

[Graph No-14]

Interpretation

68% respondents give first preference to network coverage. It is highest

2% respondents give first preference to pulse rate or value added services. It is lowest.


Criteria No. Of units (%)

Promotional Scheme 10

Call rate charge 18

Network Coverage 68

Pulse rate 2

Value added services 2




8





8

Factors influence to purchase particular mobile service.

The purpose is to find out which factors influence them to purchase particular mobile service.

Factor influences No. Of units (%)

Recommendation by others 4

Advertisement 18

Good network 45

Previous buy 21

Push from dealer 2

Scheme 7

Good services 3

[Graph No-15]

Interpretation

45% give preference for good network for influencing to purchase mobile. It is highest.

2% give preference for good network for influencing to purchase mobile. It is lowest.





8

Respondent know or don’t know the Reliance India Mobile?

The purpose is to find out the awareness of the Reliance India Mobile.

Awareness about RIM

98

2

0

20

40

60

80

100

120

Yes No

No. Of units (%)

[Graph No-16]

Interpretation

98% of respondents know about RIM

2% of respondents don’t know about RIM.


Know about RIM No. Of units (%)

Yes 98

No 2




8

From where the respondent know about Reliance India Mobile?

The purpose is to find out the effectiveness of the advertisement.

Media

1410

70

3 3

0

10

2030

40

50

60

70

80

N e w s p a p e r

H o a r d i n g

T e l e v

.

M a g a z i n e s

W O M

No of units (%)

[Graph No-17]

Interpretation

70% of respondents came to know about RIM from television. It is maximum.

3% of respondents came to know from magazines or mouth publicity. It is lowest.


Sources of information No of units (%)

Newspaper 14

Hoarding 10

Telev. 70

Magazines 3

WOM 3




8





8

If the respondent knows about Reliance India Mobile scheme, facilities, charges.

The purpose is to find out awareness of schemes, facilities and charges.

Scheme:

Knowledge about scheme

80

20

0

10

20

30

40

50

60

70

80

90

Yes No

No. Of units (%)

[Graph No-18]

Interpretation

80% were aware of RIM scheme

20% weren’t aware of RIM scheme.


Know about RIM schemes No. Of units (%)

Yes 80

No 20




8

Facilities

Knowledge about Facilities

60

40

010

20

30

40

50

60

70

Yes No

No. Of units (%)

[Graph No-19]

Interpretation

60% were aware of RIM facilities

40% weren’t aware of RIM facilities.


Know about RIM facilities

No. Of units (%)

Yes 60

No 40




8

Charges:

Knowledge about charges

36

64

0

10

20

30

40

50

60

70

Yes No

No of Units (%)

[Graph No-20]

Interpretation

36% were aware of RIM charges

64% weren’t aware of RIM charges.


Know about Charges No of Units (%)

Yes 36

No 64




8

Who encourage the respondent to buy Reliance India Mobile?

The purpose is to find out different criteria that motivate customers to buy Reliance IndiaMobile.

Encouragement No of Units (%)

Relatives 19

Family 10

Friend 14

Retailers/distri. 22

Mouth publicity 35

Encouragement

19

10

14

22

35Relatives

Family

Friend

Retailers/distri.

Mouth publicity

[Graph No-21]

Interpretation

35% were encouraged to buy RIM by mouth publicity. It is highest

10% were encouraged to buy RIM by family. It is lowest.





8

The factors those influence the customer to buy Reliance India Mobile.

The purpose is to find out customer preferences to buy Reliance India Mobile.

Factors influence to buy RIM No. Of units (%)

Charges 13

Scheme 15

Facilities 2

Network 52

Services 2

Mobile cost 26

Influencing Factors

12%

14%

2%

46%

2%

24%

Charges

Scheme

Facilities

Network

Services

Mobile cost

[Graph No-22]

Interpretation

52% buy RIM because of good network coverage. It is maximum

2%buy RIM because of its cost & facilities. It is minimum.





8

CHAPTER-6

FINDINGS, CONCLUSIONS

& RECOMMENDATIONS





8

FINDINGS

From the above analysis I found as under: - There is 85% male and 15% female respondents.

From the above analysis it was found that 45% business people, 25% professionals, 20%service people and 10% others.

From the above analysis, It found that 5% respondents income less than Rs. 5000/-, 25% between Rs. 5000/--Rs. 12,000/-, 35% between Rs. 12,000/--Rs. 25,000/- and 5% peoplemore than Rs. 50,000/-

From the above analysis it is seen that 68% respondents have mobile and 32% respondentsdo not have mobile

It is see that 47% respondents used Hutch service, 18% Idea, 10% Reliance, 5% TataIndicom, 12% Airtel and 8% BSNL.

37% respondents used prepaid card and 63% respondents used billing card. 10% respondents monthly spend on mobile up to Rs. 300/-, 19% between Rs. 300 to Rs.

400, 29% between Rs. 400 to Rs. 600, 33% between 600 to Rs. 1000, 9% Rs. 1000 to Rs.2000 and above.

82% respondents are satisfied with present service while 18% respondents are not satisfiedwith present service.

30% respondents want to buy mobile in near future and 70% respondents don’t want to buymobile.

Respondents who want to buy mobile in near future, their preferences are 51% preferredHutch, 19% Idea, 17% Reliance, 3% Tata Indicom, 7% Airtel and 3% BSNL

10% respondents first preference is promotional scheme while they are buying mobile,18%call rate charge, 2% pulse rate, 68% network coverage, 2% value added services.

4% respondents influenced by recommendation by others while buying particular mobileservice, 21% previous buy, 2% push from dealer, 18% advertisement, 45% good network,3% good service, 7% influenced by scheme.

98% respondents aware of Reliance India Mobile and 2% respondents are not aware of RIM.

14% respondents aware of Reliance India Mobile from newspapers, 10% hoardings, 70%TV, 3% magazine, 3% other factors

81% respondents know about Reliance India Mobile’s schemes and 19% don’t know aboutthe schemes. 60% aware of RIM’s facilities and 40% are not aware, 36% aware of RIM’s

charges and 64% not aware of it. 19% respondents encouraged by relatives to buy Reliance India Mobile, 14% encouraged

by friends, 10% by family, 22% by distributors/retailers, 46% by mouth publicity.

13% respondents influenced by charges to buy Reliance India Mobile, 15% by scheme,26% by mobile cost, 2% by facilities, 52% by network and 2% by other services.





8

CONCLUSION

From the above analysis, it was found that though there is high competition in the market, someof the customers are not satisfied with present services. The reasons are sometimes while theyrecharge their prepaid card, the balance is not increased and they were lost money. Sometimeswhen they were cut the connection of mobile service still they received bill for thatconnection/service. Some other problems are poor network, poor voice clarity, customer need/demand for latest technology, download, Internet etc.

The survey was done only in Ahmedabad region therefore in Ahmedabad region It was foundthat there are two leading competitors in the market for “Reliance communications”, one isHutch which is captured the highest market and another is Idea which is also cover good market.Both companies have higher number of customers than other. So, Reliance has to follow interms of towers set up by these companies or slightly higher than these companies to providehealthy competition.

Reliance should also introduce various schemes like free SMS, free R-world, free night calls,download, etc. Reliance should also introduce the scheme for the customers who spend monthlyon Reliance Mobile Service more than Rs. 1500/-. There might be lucky draw, gifts, low tariff package, or holiday package given to the lucky winners. So they keep their interest in theReliance India Mobile as well as other customers are also attracted by the scheme.





8

RECOMMENDATIONS

From analysis and observations Following are generalized some suggestions for “Reliancecommunications”, some useful suggestions are as under:

Most of respondents are aware of RIM but less aware about RIM charges, facilities &schemes .So better advertisement for charges, schemes & facilities should be made.

One of the important features is the scheme provided by Reliance communications Ltd.From the survey it was found that people were very attracted towards the schemes provided by the companies. So they switch over frequently from one company to another company for the use of good scheme provided by the company. So the Reliance should provide good scheme at the stipulated span of the time, schemes like free SMS, free nightcalls, R-world, Internet, download, etc. to keep the customers.

Another important feature is its coverage and service. One of its leading competitorsHutch provides good coverage so it has higher number of customers than others, so byinstalling the more towers reliance can improve its customer base.

Reliance can come with the strategic alliances with mobile equipment manufacturers likeSony, Nokia etc.

Reliance can go for the more and more customer loyalty programs.





8

ANNEXURE





8

ANNEXURE

QuestionnaireAs a part and for the partial fulfillment of the MBA Programme at Department of Business andIndustrial Management, Surat, I undertook the winter training at “Reliance communications”,Ahmedabad.

The purpose behind the survey is to find out the market trend and awareness for Reliance IndiaMobile (RIM) phone. The purpose behind the survey is only for academic use and will not bedisclosed to anyone.

1. Do you have any mobile?

Yes No

2. If yes, which company’s service do you subscribe?

Hutch Tata

Idea Airtel

Reliance BSNL

3. Which card/service do you have?

Prepaid Billing

4. What is your current spending on mobile service per month (Rs.)?

< 300

300-400

400-600

600-1000

1000-2000

> 2000

5. Are you satisfied with your present service?

Yes No





8

Yes No

11. If yes, from where you know about Reliance India Mobile service?

Newspapers

Hoardings

T.V.

Magazines

Mouth publicity

If any other, (please specify) _______________________________

12. Do you know about Reliance India Mobile’s?

Scheme Yes No

Facility Yes No

Charges Yes No

13. Which factors influence you to buy Reliance India Mobile? (Rank them)

Charges

Scheme

Network

Mobile cost

Services

Facilities

14. Who encourages you to buy Reliance India Mobile?

Relatives

Friend

Family





8

Distributors/retailers

Mouth publicity

If any other, (please specify) _______________________________

15. Do you need any service on mobile?

If yes, (please specify) _____________________________________

16. Your suggestion/s

If any, (please specify) _____________________________________

17. Name _________________________________

18. Age __________ years

19. Gender: - Male Female

20. Address ____________________________________________

____________________________________________

____________________________________________

21. Occupation:

Business

Profession

Service

Others

22. Income (monthly) (Rs.)

< 5000

5000-12000

12000-25000

25000-50000

> 50000





8





8

LIST OF GRAPHS


Sr No Graph Name Pg No1 Web World Wise contribution to sales 42

2 BBC Performance-Mar-08 43

3 City wise Contribution of BBC 43

4 Gender wise distribution of respondents 69

5 Occupation wise distribution of respondents 70

6 Income wise distribution of respondents 71

7 Distribution according to mobile have or not 72

8 Company wise distribution 73

9 Distribution according to card 7410 Distribution according to satisfaction 75

11 Distribution according to monthly spend 76

12 Preference according to having mobile in future or not 77

13 Preference for future mobile company 78

14 Type of criteria for consideration 79

15 Factors influencing for a particular company 80

16 Distribution according to knowledge about RIM 81

17 Sources of knowledge of RIM 82

18Knowledge of schemes

83

19 Knowledge of facilities 84

20 Knowledge of charges 85

21 Persons encourage to buy 86

22 Factors encourage to buy 87




8

LIST OF CHARTS

Sr No Chart Name Pg No

1 Organization Structure of Reliance communications 23

2 Organization Structure of Reliance Web World 24

reliance web world & rim report

Documents