FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT OF

SUMMER PROJECT Report ON

POST GRADUATE DIPLOMA IN MANAGEMENT

Market Survey Of
Mobile Handsets & Service Providers
(With special reference to Retailers & End Users)

Location: Meerut (UP-West Circle)

Submitted To:
External Guide: Mr. Abhinav Badola Manager – CMBU Tata Teleservices Ltd. Internal
Guide:
2

Submitted By:
Shobhit Singh PGDM (III SEM) ITS Ghaziabad Project Trainee

Prof. Govind Das Srivastava

INSTITUTE OF TECHNOLOGY AND SCIENCE GHAZIABAD

Certificate of Project

Declaration

I, Shobhit Singh, ITS Ghaziabad, Project Trainee, hereby declare that the
following project report titled: Market Survey of Mobile Handset & Service
Providers (with special reference to Retailers and End Users) is an authentic work
done by me.

The information and data given in this report are true and to the best of my
knowledge. I also acknowledge that I took the help of both primary and secondary
data collection through various available resources.

Shobhit Singh ITS Ghaziabad Project Trainee – Tata Teleservices Ltd.

Acknowledgement
Exchange of ideas generates a new object to work in a better way. Whenever a
person is helped and co-operated by other, his heart is bound to pay gratitude and
obligation to them.

I am honored to be attached with prestigious organization. I extend my sincere

gratitude to the management of “Tata Teleservice Limited” for availing me and
giving me an opportunity to work with them and assisting me in my project whenever
required.

I thank Mr. Abhinav Badola, Manager – CMBU of Tata Teleservices Ltd. who spared
his valuable time and gave me opportunity to work and undertake this project in
Tata Teleservices Ltd. and guided me throughout this project. I would like to
express my sincere gratitude towards Mr. Yadvendra Singh (Senior ExecutiveCMBU),
for providing me the opportunity to work and learn with them. I am extremely
grateful to my esteemed project guide, Mr. Yadvendra Singh (Senior Executive-
CMBU), for giving me an opportunity to work with him and his indispensable help
and guidance throughout this project and for inspiring me to strive to achieve the
best in difficult situations.

This acknowledgement would be incomplete without thanking Mr. Shekhar Sharma

(ASSIT. Manager- CMBU), Ms. Devinia Karnwal (Senior Executive - HR, Tata
Teleservices Ltd.), who helped me in all possible manner at all possible time
during the course of this project and all the above I would like to give special
thanks to Ms. Miti Chaudhary (Amity University, Trainee), Co-partner in project &
my Institute faculties Prof.Govind Das whose timely guidance and support at
crucial junctures made the undertaking of this project an enriching learning
experience. Last but not least I would like to thank all my friends who have been
work with us in a special project, with their innovative ideas and suggestions

Shobhit Singh ITS Ghaziabad Project Trainee – Tata Teleservices Ltd.

CERTIFICATE
This is to certify that Mr. Shobhit Singh of PGDM IIIrd SEM. has successfully
completed the project on the topic “Market Survey of Mobile Handset/Service
Providers” under the guidance of Prof. Govind Das Srivastava

Under Guidance Prof. Govind Das Srivastava ITS GHAZIABAD

Preface
The research provides an opportunity to a student to demonstrate application of
his/her knowledge, skill and competencies required during the technical session.
Research also helps the student to devote his/her skill to analyze the problem to
suggest alternative solutions, to evaluate them and to provide feasible
recommendations on the provided data.

Identifying the telecom sector as one of the prime movers to the Indian economy,
new telecom policies and regulation by Government of India aims at establishing
world-class telecommunications infrastructure in the country. Ranked sixth among
the world telecom sectors Indian telecom services are the fastest growing of all
the telecom sectors in the world.

The mobile phone industry in India is growing rapidly and has even left China
behind by some measures, whereas wireless operators are competing for the
available and expanding spectrum. A record 5.9 Million new mobile phone
subscribers were drawn by the Telecom sector in India in the month of August 2006,
according to the COAI (Cellular Operators Association of India).

The rise in the overall tele-density follows the increase in overall penetration
of mobile phones in the country. The subscriber base has already gone above the 90
Million mark. India is likely to have 21.3 Million 3G users by the year 2010.
Within the coming two years, India is expected to become the 3rd largest mobile
market in the world, replacing Japan, after US and China. In the future, 3G
technology needs to be harnessed fully for enhancing the penetration of broadband
in the congested urban areas.

The rise in demand for telecom services in India is not restricted only to the
basic telephony services. It has rather expanded its horizon to cellular, radio
paging, value-added services, Internet, and global mobile communication by
satellite (GMPCS) services in the country. 9

Predicting the growth many analysts envision that the demand of Indian telephony
and cellular services are expected to rise further over the next few years.

Table of Contents
Topic Page No 1.
Synopsis--------------------------------------------------------------------------
---------------------------9 2. Indian Telecom – An
Insight--------------------------------------------------------------------------
11 ♦ History of
Telecom---------------------------------------------------------------------------
------13 ♦ Indian Telecom Industry – A New
Horizon-----------------------------------------------------15 ♦ Market Share in
All
India--------------------------------------------------------------------------24
3. Government
Policy----------------------------------------------------------------------------
----------25 4. New
Trands----------------------------------------------------------------------------
-------------------31 5. Background of
TTSL------------------------------------------------------------------------------
-----38 ♦
Tata------------------------------------------------------------------------------
---------------------39 ♦
TTSL------------------------------------------------------------------------------
-------------------45 ♦ Organization Structure at
TTSL------------------------------------------------------------------53 ♦ TTSL
Products--------------------------------------------------------------------------
------------58 6. SWOT
Analysis--------------------------------------------------------------------------
----------------67 7. Perceptual
Mapping---------------------------------------------------------------------------
---------68 8. Porter’s Five Force
Analysis--------------------------------------------------------------------------
69 9. Research
Methodology-----------------------------------------------------------------------
----------70 ♦
Methodology-----------------------------------------------------------------------
-----------------71 ♦ Data Analysis &
Interpretation-------------------------------------------------------------------
74 10. Findings, Recommendations &
Conclusion------------------------------------------------------84 ♦ Retailers
Findings--------------------------------------------------------------------------
---------85 10

♦
Recommendations-------------------------------------------------------------------
---------------86 ♦
Conclusion------------------------------------------------------------------------
-------------------89 ♦
Learning’s------------------------------------------------------------------------
--------------------90 11.
Appendix--------------------------------------------------------------------------
-----------------------91 ♦
Bibliography----------------------------------------------------------------------
-------------------92 ♦ Questionnaires & Fact
Sheet----------------------------------------------------------------------93

Synopsis

11

Synopsis
Objective ♦ To study the market potential of Mobile handset and Services in Meerut
territory of UPWest Circle. ♦ Customers/Retailers requirements with respect to
products offered in mobile industries. ♦ To discover ways to Enhance Acquisition &
Revenue. ♦ Comparative study of different mobile companies.

Scope of Study ♦ I have conducted this research in order to study what kind of
handset and services the customers/retailers prefer in Meerut territory and it
will be useful to the organizations for making new products. Research Design ♦ I
have used Exploratory Research and used Strata Sampling (Non-Probability Sampling)
& Random Sampling (Probability Sampling) to serve the purpose, with the
customers/retailers of Mobile Phones in the vicinity of Meerut. Limitations

12

♦ Although I have tried my level best to prepare this report an error free report
every effort has been made to offer the most authenticate position with accuracy.
But there may be a possibility of some error in my report also. ♦ As whole of my
project and my findings are based on the information gather through survey fact
sheet, hence there might be a possibility that respondent may have given wrong or
partially correct information. ♦ The research was conducted in a limited area. ♦
Less time was a major constraint. ♦ The respondent were limited so cannot be
treated as a whole population.

The Indian Telecom Industry

13

History of Telecom
Indian Telecommunication – A Timeline Year 1851 First operational land lines were
laid by the government near Calcutta (seat of British power) Telephone service
introduced in India

1881
1883

Merger with the postal system

1923

Formation of Indian Radio Telegraph Company (IRT)

14

1932

Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC)
Nationalization of all foreign telecommunication companies to form the Posts,
Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of
Communications Department of Telecommunications (DOT) established, an exclusive
provider of domestic and long-distance service that would be its own regulator
(separate from the postal system) Conversion of DOT into two wholly government-
owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international
telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in
metropolitan areas. Telecom Regulatory Authority of India created.

1947

1985

1986

1997

1999

Cellular Services are launched in India. New National Telecom Policy is adopted.
DoT becomes a corporation, BSNL

2000

Cellular Telephony in India

1992

Telecommunication sector in India liberalized to bridge the gap through government

spending & to provide additional resources for the nation’s telecom target.
Private sector allowed participating

15

1993

The telecom industry gets an annual foreign investment Rs 20.6 million

1994

License for providing cellular mobile services granted by the government of India
for the Metropolitan cites of Delhi, Mumbai, and Kolkata & Chennai. Cellular
mobile service to be duopoly (i.e. not more than two cellular mobile operators
could be licensed in each telecom circle), under a fixed license fee regime for 10
years. 19 more telecom circles get mobile licenses

1995

1995(August)

Kolkata became the first metro to have a cellular network

1997

Telecom Regulatory Authority of India is set up

1998

Annual foreign investment in telecom stands at Rs 17,756.4 million.

1999

FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million

1999

Tariff rebalancing exercise gets initiated

16

1999(March)

National Telecom Policy is announced.

2000(June)

FDI inflow drops further down to Rs 918 million coming

2000 (January) Amendment of TRAI Act.

Indian Telecom Industry – A New Horizon

The telecom network in India is the fifth largest network in the world meeting up
with global standards. Presently, the Indian telecom industry is currently slated
to an estimated contribution of nearly 1% to India’s GDP The Indian
Telecommunications network with 110.01 million connections is the fifth largest in
the world and the second largest among the emerging economies of Asia. Today, it
is the fastest growing market in the world and represents unique opportunities for
U.S. companies in the stagnant global scenario. The total subscriber base, which
has grown by 40% in 2005, is expected to reach 250 million in 2007. According to
Broadband Policy 2004, Government of India aims at 9 million broadband connections
and 18 million internet connections by 2007. In the last 3 years, two out of every
three new telephone subscribers were wireless subscribers. Consequently, wireless
in FY 2005-2006 accounted 54.6% of the total telephone subscriber base. Wireless
subscriber growth is expected to bypass 2.5 million new subscribers per month by
2007. The wireless technologies currently in use are Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily
9 GSM and 5 CDMA 17
operators providing mobile services in 19 telecom circles and 4 metro cities,
covering 2000 towns across the country. There are 172.23 million GSM subscribers
(73.72%) and 61.39 million CDMA subscribers (26.28%) at the end of December 2007.

Market Share of Wireless (GSM + CDMA) Operators

a) The market share of different GSM Service Providers is given below: GSM Group
No of Subscribers (in Millions) Bharti Vodafone BSNL Idea Aircel Reliance Spice
MTNL BPL Total 55.16 39.86 32.72 21.05 9.43 6.00 3.80 2.95 1.24 172.23 Market
Share (in %age) 32.03 23.14 19.00 12.22 5.48 3.48 2.21 1.71 0.72 100

b) The market share of different CDMA Service Providers is given below: Company
Name No of CDMA Subscribers (in Millions) Reliance Infocomm Tata Teleservices BSNL
34.96 21.74 4.09 56.95 35.41 6.66 CDMA Market Share (in %age)

18

MTNL HFCL Shyam Telelink Total

0.25 0.25 0.10 61.39

0.41 0.41 0.16

Companies and No. of Circles covered

Major Players
There are three types of players in telecom services: ♦ State owned companies
(BSNL and MTNL) ♦ Private Indian owned companies (Reliance Communication, Tata
Teleservices,) 19

♦ Foreign invested companies (Vodafone-Essar, Bharti Tele-Ventures, Idea Cellular,

BPL Mobile, Spice Communications)

BSNL
On October 1, 2000 the Department of Telecom Operations, Government of India
became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is
now India’s leading Telecommunications Company and the largest public sector
undertaking. It has a network of over 45 million lines covering 5000 towns with
over 35 million telephone connections. The state-controlled BSNL operates basic,
cellular (GSM and CDMA) mobile, Internet and long distance services throughout
India (except Delhi and Mumbai). BSNL will be expanding the network in line with
the Tenth Five-Year Plan (1992-97). The aim is to provide a telephone density of
9.9 per hundred by March 2007. BSNL, which became the third operator of GSM mobile
services in most circles, is now planning to overtake Bharti to become the largest
GSM operator in the country. BSNL is also the largest operator in the Internet
market, with a share of 21 per cent of the entire subscriber base.

BHARTI
Established in 1985, Bharti has been a pioneering force in the telecom sector with
many firsts and innovations to its credit, ranging from being the first mobile
service in Delhi, first private basic telephone service provider in the country,
first Indian company to provide comprehensive telecom services outside India in
Seychelles and first private sector service provider to launch National Long
Distance Services in India. Bharti Tele-Ventures Limited was incorporated on July

20
7, 1995 for promoting investments in telecommunications services. Its subsidiaries
operate telecom services across India. Bharti’s operations are broadly handled by
two companies: the Mobility group, which handles the mobile services in 16 circles
out of a total 23 circles across the country; and the Infotel group, which handles
the NLD, ILD, fixed line, broadband, data, and satellite-based services. Together
they have so far deployed around 23,000 km of optical fiber cables across the
country, coupled with approximately 1,500 nodes, and presence in around 200
locations. The group has a total customer base of 6.45 million, of which 5.86
million are mobile and 588,000 fixed line customers, as of January 31, 2004. In
mobile, Bharti’s footprint extends across 15 circles. Bharti Tele-Ventures'
strategic objective is “to capitalize on the growth opportunities the company
believes are available in the Indian telecommunications market and consolidate its
position to be the leading integrated telecommunications services provider in key
markets in India, with a focus on providing mobile services”.

MTNL
MTNL was set up on 1st April 1986 by the Government of India to upgrade the
quality of telecom services, expand the telecom network, and introduce new
services and to raise revenue for telecom development needs of India’s key metros
– Delhi, the political capital, and Mumbai, the business capital. In the past 17
years, the company has taken rapid strides to emerge as India’s leading and one of
Asia’s largest telecom operating companies. The company has also been in the
forefront of technology induction by converting 100% of its telephone exchange
network into the state-of-the-art digital mode. The Govt. of India currently holds
56.25% stake in the company. In the year 2003-04, the company's focus would be not
only consolidating the gains but also to focus on new areas of enterprise such as
joint ventures for projects outside India, entering into national long distance
operation, widening the cellular and CDMA-based WLL customer base, setting up
internet and allied services on an all India basis. MTNL has over 5 million
subscribers and 329,374 mobile subscribers. While the market for fixed wireline
phones is stagnating, MTNL faces intense competition from the private players—
Bharti, Hutchison and Idea Cellular, Reliance Infocomm—in mobile services. MTNL
recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a decline
of 5.8 per cent over the previous year’s annual turnover of Rs.63.92 billion.

21

RELIANCE COMMUNICATIONS
Reliance is a $16 billion integrated oil exploration to refinery to power and
textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an
integrated telecom service provider with licenses for mobile, fixed, domestic long
distance and international services. Reliance Infocomm offers a complete range of
telecom services, covering mobile and fixed line telephony including broadband,
national and international long distance services, data services and a wide range
of value added services and applications. Reliance India Mobile, the first of
Infocomm initiatives was launched on December 28, 2002. This marked the beginning
of Reliance's vision of ushering in a digital revolution in India by becoming a
major catalyst in improving quality of life and changing the face of India.
Reliance Infocomm plans to extend its efforts beyond the traditional value chain
to develop and deploy telecom solutions for India's farmers, businesses,
hospitals, government and public sector organizations. Until recently, Reliance
was permitted to provide only “limited mobility” services through its basic
services license. However, it has now acquired a unified access license for 18
circles that permits it to provide the full range of mobile services. It has
rolled out its CDMA mobile network and enrolled more than 6 million subscribers in
one year to become the country’s largest mobile operator. It now wants to increase
its market share and has recently launched pre-paid services. Having captured the
voice market, it intends to attack the broadband market.

TATA TELESERVICES
Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies,
over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices
provides basic (fixed line services), using CDMA technology in six circles:
Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat,
and Karnataka. It has over 800,000 subscribers. It has now migrated to unified
access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which enables it
to provide fully mobile services as well. The company is also expanding its
footprint, and has paid Rs. 4.17 billion ($90 million) to DoT for 11 new licenses
under the IUC (interconnect usage charges) regime. The new licenses, coupled with
the six circles in which it already operates, virtually gives the CDMA mobile
operator a national footprint that is almost on par with BSNL and Reliance
Infocomm. The 22

company hopes to start off services in these 11 new circles by August 2004. These
circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab,
Rajasthan, Uttar Pradesh (East) & West and West Bengal.

VSNL
On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government
owned corporation - was born as successor to OCS. The company operates a network
of earth stations, switches, submarine cable systems, and value added service
nodes to provide a range of basic and value added services and has a dedicated
work force of about 2000 employees. VSNL's main gateway centers are located at
Mumbai, New Delhi, Kolkata and Chennai. The international telecommunication
circuits are derived via Intelsat and Inmarsat satellites and wide band submarine
cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3. The company's ADRs are
listed on the New York Stock Exchange and its shares are listed on major Stock
Exchanges in India. The Indian Government owns approximately 26 per cent equity,
M/s Panatone Finvest Limited as investing vehicle of Tata Group owns 45 per cent
equity and the overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is
approximately 13 per cent and the rest is owned by Indian institutions and the
public. The company provides international and Internet services as well as a host
of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62
billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice
revenues being the mainstay. To reverse the falling revenue trend, VSNL has also
started offering domestic long distance services and is launching broadband
services. For this, the company is investing in Tata Teleservice and is likely to
acquire Tata Broadband.

VODAFONE
Hutch’s presence in India dates back to late 1992, when they worked with local
partners to establish a company licensed to provide mobile telecommunications
services in Mumbai. Commercial operations began in November 1995. Between 2000 and
March 2004, Hutch acquired further operator equity interests or operating
licences. With the completion of the acquisition of BPL Mobile Cellular Limited in
January 2006, it now provides mobile services in 16 of the 23 defined licence
areas across the country. 23

Hutch India has benefited from rapid and profitable growth in recent years. it had
over 17.5 million customers by the end of June 2006.

IDEA
Indian regional operator IDEA Cellular Ltd. has a new ownership structure and
grand designs to become a national player, but in doing so is likely to become a
thorn in the side of Reliance Communications Ltd. IDEA operates in eight telecom
“circles,” or regions, in Western India, and has received additional GSM licenses
to expand its network into three circles in Eastern India -the first phase of a
major expansion plan that it intends to fund through an IPO, according to parent
company Aditya Birla Group .

Major Market Trends

The telecoms trends in India will have a great impact on everything from the
humble PC, internet, broadband (both wireless and fixed), and cable, handset
features, talking SMS, IPTV, soft switches, and managed services to the local
manufacturing and supply chain.

Higher acceptance for wireless services

Indian customers are embracing mobile technology in a big way (an average of four
million subscribers added every month for the past six months itself). They prefer
wireless services compared to wire-line services, which is evident from the fact
that while the wireless subscriber base has increased at 75 percent CAGR from 2001
to 2006, the wire-line subscriber base growth rate is negligible during the same
period. In fact, many customers are returning their wire-line phones to their
service providers as mobile provides a more attractive and competitive solution.
The main drivers for this trend are quick service delivery for mobile connections,
affordable pricing plans in the form of pre-paid cards and increased purchasing
power among the 18 to 40 years age group as well as sizeable middle class – a
prime market for this service.

Some of the positive impacts of this trend are as follows. According to a study,
18 percent of mobile users are willing to change their handsets every year to
newer models with more features, which is good news for the handset vendors. The
other impact is that while the operators have 24

only limited options to generate additional revenues through value-added services

from wire-line services, the mobile operators have numerous options to generate
non-voice revenues from their customers. Some examples of value-added services are
ring tones download, coloured ring back tones, talking SMS, mobisodes (a brief
video programme episode designed for mobile phone viewing) etc. Moreover, there
exists great opportunity for content developers to develop applications suitable
for mobile users like mobile gaming, location based services etc. On the negative
side, there is an increased threat of virus – spread through mobile data
connections and Bluetooth technology – in mobile phones, making them unusable at
times. This is good news for anti-virus solution providers, who will gain from
this trend.

Mergers
Demand for new spectrum as the industry grows and the fact the spectrum allocation
in done on the basis of number of subscribers will force companies to merge so as
to claim large number of subscribers to gain more spectrum as a precursor to the
launch of larger and expanded services. However it must also be noted that this
may very well never happen on account of low telecom penetration.

New Circles
There is a significant number of tier-2 and tier 3 cities that can accommodate
more players we expect aggressive response by the companies to such opportunities
as and when they are created.

Constraints
Some constraints that should be taken into consideration are: ♦ Slow pace of the
reform process. ♦ It would be difficult to make in-roads into the semi-rural and
rural areas because of the lack of infrastructure. The service providers have to
incur a huge initial fixed cost to make inroads into this market. Achieving break-
even under these circumstances may prove to be difficult. ♦ The sector requires
players with huge financial resources due to the above mentioned constraint.
Upfront entry fees and bank guarantees represent a sizeable share of initial
investments. While the criteria are important, it tends to support the existing
big and older 25

players. Financing these requirements require a little more liberal approach from
the policy side. ♦ Problem of limited spectrum availability and the issue of
interconnection charges between the private and state operators.

COMPANIES MARKET SHARES IN ALL OVER INDIA

The Top five companies, on the basis of ‘Market Share’ as on 31st January, 2009
are: 1. 2. 3. 4. 5. Bharti Airtel Ltd. Reliance Communications Ltd. Vodafone Essar
Ltd. BSNL Idea Cellular + Spice

26

The Bottom five companies, on the basis of ‘Market Share’ as on 31st January, 2009
are: 1. 2. 3. 4. 5. Aircel Cellular Ltd. + Dishnet Mahanagar Telephone Nigam Ltd.
(MTNL) BPL Mobile Communications Ltd. HFCL Infotel Ltd. Shyam Telecom Ltd.

27

GOVERNMENT POLICY

28

INTRODUCTION
As the sector is open for both private and public players there are huge number of
players in the market which requires a proper picturing of rules and regulation to
play a fair game. India has been very strong in case of rules and regulation; it
has created body like DOT, TRAI, DTS who takes care of the rules and regulation.
Apart from them it keeps issuing policy and act which checks the events happening
in the industry. The government has been issuing policy like Broadband Policy
2004, new telecom policy1999, National Telecom Policy 1994. There are more
agencies like ITU, TDSA, TCIL, ICSIL, and MCOCA, which helped it regulating their
work. With increasing number of players in market the government and its agencies
have to function more carefully. 29

GOVERNMENT REGULATION
Department of Telecommunications
Until October 2000, the Department of Telecommunication (DOT) was the authority
ingranting licences and service provision. It also operated domestic basic
telephone services throughout India. The policy making functions and the service
providing function were segregated into two different entities during 2000.The two
service providing department of telecom sector were corporatized-the department of
telecom service and the department of telecom operation . The state owned
corporation BSNL took over all service providing functions of these two
departments.

National telecom policy, 1994

The new economic policy adopted by the Government aims at improving India's
competitiveness in the global market and rapid growth of exports. Another element
of the new economic policy is attracting foreign direct investment and stimulating
domestic investment. Telecommunication services of world class quality are
necessary for the success of this policy. It is, therefore, necessary to give the
highest priority to the development of telecom services in the country. Objective
a. The focus of the Telecom Policy shall be telecommunication for all and
telecommunication within the reach of all. This means ensuring the availability of
telephone on demand as early as possible. b. Another objective will be to achieve
universal service covering all villages as early as possible. c. The quality of
telecom services should be of world standard. Removal of consumer complaints,
dispute resolution and public interface will receive special attention. The
objective will also be to provide widest permissible range of services to meet the
customer's demand at reasonable prices.

30

d. Taking into account India's size and development, it is necessary to ensure

that India emerges as a major manufacturing base and major exporter of telecom
equipment.

The Telecom Regulatory Authority Of India Act, 1997

Powers & functions of the TRAI

a. Recommend the need and timing for introduction of new service provider; b.
Ensure technical compatibility and effective inter-connection between different
service providers; c. Recommend the terms and conditions of license to a service
provider; d. Regulate arrangement amongst service providers of sharing their
revenue derived from providing telecommunication services; e. Ensure compliance of
terms and conditions of license; f. Recommend revocation of license for non-
compliance of terms and conditions of license; g. Lay down and ensure the time
period for providing local and long distance circuits of telecommunication between
different service providers; h. Facilitate competition and promote efficiency in
the operation of telecommunication services so as to facilitate growth in such
services; i. Protect the interest of the consumers of telecommunication service;
j. Monitor the quality of service and conduct the periodical survey of such
provided by the service providers; k. Inspect the equipment used in the network
and recommend the type of equipment to be used by the service providers; l.
Maintain register of interconnect agreements and of all such other matters as may
be provided in the regulations; m. Keep register maintained under clause (l) open
for inspection to any member of public on payment of such fee and compliance of
such other requirements as may be provided in the regulations; n. Settle disputes
between service providers; o. Render advice to the Central Government in the
matters relating to the development of telecommunication technology and any other
matter relatable to telecommunication 31

industry in general; p. Levy fees and other charges at such rates and in respect
of such services as may be determined by regulations; q. Ensure effective
compliance of universal service obligations;

Perform such other functions including such administrative and financial functions
as may be entrusted to it by the Central Government or as may be necessary to
carry out the provisions of this Act.
New telecom policy, 1999
Objectives and targets of the new telecom policy, 1999 1. Access to
telecommunications is of utmost importance for achievement of the country's social
and economic goals. Availability of affordable and effective communications for
the citizens is at the core of the vision and goal of the telecom policy. 2.
Strive to provide a balance between the provision of universal service to all
uncovered areas, including the rural areas, and the provision of high-level
services capable of meeting the needs of the country's economy 3. Encourage
development of telecommunication facilities in remote, hilly and tribal areas of
the country. 4. Create a modern and efficient telecommunications infrastructure
taking into account the convergence of IT, media, telecom and consumer electronics
and thereby propel India into becoming an IT superpower 5. Convert PCO's, wherever
justified, into Public Teleinfo centers having multimedia capability like ISDN
services, remote database access, government and community information systems
etc. 6. Transform in a time bound manner, the telecommunications sector to a
greater competitive environment in both urban and rural areas providing equal
opportunities and level playing field for all players 32

7. Strengthen research and development efforts in the country and provide an

impetus to build world-class manufacturing capabilities 8. Achieve efficiency and
transparency in spectrum management 9. Protect defense and security interests of
the country 10. Enable Indian Telecom Companies to become truly global players.

TARGETS SET BY THE GOVERNMENT

1. Network expansion a. 500 million connections by the year 2010 b. Provision of
mobile coverage of 90% geographical area by 2010 2. Rural telephony a. One phone
per two rural households by 2010 (about 80 million rural connections) b. Reduce
urban-rural digital divide from present 25:1 to 5:1 by 2010 3. Broadband a.
Broadband with minimum speed of 1 mbps b. Broadband coverage for all secondary &
higher secondary schools and public health care centres by the end of year 2008 c.
Broadband coverage for all Grampanchayats by the year 2010 4. Infrastructure
Sharing a. USO subsidy support scheme for shared wireless infrastructure in rural
areas with about 18,000 towers by 2010 b. Increase sharing in urban areas to 70%
by 2010 5. Introduction of Spread of IPTV and Mobile TV a. IPTV in 600 towns by
2010 33

6. Manufacturing a. Making India a hub for telecom manufacturing by facilitating

more and more telecom specific SEZs b. Quadrupling production in 2010 c. Achieving
exports of 6 times from present level of 0.5 billion in 2010 7. Research &
Development a. Pre-eminence of India as a technology solution provider b.
Comprehensive security infrastructure for telecom network c. Tested infrastructure
for enabling interoperability in Next Generation Network d. Doubling the telecom
equipment R&D by 2010 from present level of 15%

NEW
34

TRENDS

INTRODUCTION
The recent development in information technology and science has made a great
difference in telecom industry by increasing its efficiency and opening doors to
major developments of sector. CDMA, GSM, 2G&3G SPECTRUMS, WIMAX etc are some of
the technology which have discussed. Both development and problem walks hand in
hand, with increasing development the industry is facing huge challenges and
problems. The industry will have to work more efficiently in order to overcome the
problems. The industry in total has got a great future and has a lot of untapped
potential market.

TECHNOLOGIES
Technology is very much related to the way we conduct business. Today everything
that we talk about in business, like, the way we conduct business, the way we do
things, the way we deliver to the customers, etc. is using some form of
technology. Therefore, role of technology cannot be defined because it is a
mindset and it happens over a period of time. 35

The various technologies used by the Telecom Service Providers are as follows:

GSM (Global System for Mobile Communication)

GSM, first introduced in 1991, is the leading digital cellular system. It uses
narrowband TDMA (Time Division Multiple Access). Eight simultaneous calls can
occupy the same radio frequency. GSM simplifies data transmission to allow laptop
and palmtop computers to be connected to GSM phones. It provides integrated voice
mail, high-speed data, fax, paging and Short Message Services (SMS) capabilities,
as well as secure communications. It offers the best voice quality of any current
digital wireless standard. Originally a European standard for digital mobile
telephony, GSM has become the world's most widely used mobile system and is now
being used in more than 100 countries. GSM networks operate on the 900MHz, 1800MHz
and 1900MHz wavebands all over the world.

GPRS (General packet radio service)

GPRS is a packet oriented mobile data service available to users of the 2G
cellular communication systems global system for mobile communications (GSM), as
well as in the 3G systems. In the 2G systems, GPRS provides data rates of 56-114
kbit/s. GPRS data transfer is typically charged per megabyte of traffic
transferred, while data communication via traditional circuit switching is billed
per minute of connection time, independent of whether the user actually is using
the capacity or is in an idle state. GPRS is a best-effort packet switched
service, as opposed to circuit switching, where a certain quality of service (QoS)
is guaranteed during the connection for non-mobile users. 2G cellular systems
combined with GPRS are often described as 2.5G, that is, a technology between the
second (2G) and third (3G) generations of mobile telephony. It provides moderate
speed data transfer, by using unused time division multiple access (TDMA) channels
in, for example, the GSM system. Originally there was some thought to extend GPRS
to cover other standards, but instead those networks are being converted to use
the GSM standard, so that GSM is the only kind of network where GPRS is in use.
GPRS is integrated into GSM Release 97 and 36

newer releases. It was originally standardized by European Telecommunications

Standards Institute (ETSI), but now by the 3rd Generation Project Partnership
(3GPP).

EDGE (Enhanced Data rates for GSM Evolution)

EDGE, Enhanced GPRS (EGPRS), or IMT Single Carrier (IMT-SC) is a backward-
compatible digital mobile phone technology that allows improved data transmission
rates, as an extension on top of standard GSM. EDGE is considered a 3G radio
technology and is part of ITU's 3G definition, [1]. EDGE was deployed on GSM
networks beginning in 2003— initially by Cingular (now AT&T) in the United States.
EDGE is implemented as a bolt-on enhancement for 2G and 2.5G GSM and GPRS
networks, making it easier for existing GSM carriers to upgrade to it. EDGE is a
superset to GPRS and can function on any network with GPRS deployed on it,
provided the carrier implements the necessary upgrade. EDGE requires no hardware
or software changes to be made in GSM core networks. EDGE compatible transceiver
units must be installed and the base station subsystem needs to be upgraded to
support EDGE. If the operator already has this in place, which is often the case
today, the network can be upgraded to EDGE by activating an optional software
feature. Today EDGE is supported by all major chip vendors for both GSM and
WCDMA/HSPA.

CDMA (Code division multiple access)

CDMA is a channel access method utilized by various radio communication
technologies. It should not be confused with the mobile phone standards called
cdma One and CDMA2000 (which are often referred to as simply "CDMA"), which use
CDMA as an underlying channel access method. One of the basic concepts in data
communication is the idea of allowing several transmitters to send information
simultaneously over a single communication channel. This allows several users to
share a bandwidth of frequencies. This concept is called multiplexing. CDMA
employs spread-spectrum technology and a special coding scheme (where each
transmitter is assigned a code) to allow multiple users to be multiplexed over the
same physical channel. By contrast, time division multiple access (TDMA) divides
access by time, while frequency-division multiple 37

access (FDMA) divides it by frequency. CDMA is a form of "spread-spectrum"

signaling, since the modulated coded signal has a much higher data bandwidth than
the data being communicated.

HSDPA (High-Speed Downlink Packet Access)

HSDPA is a 3G (third generation) mobile telephony communications protocol in the
High-Speed Packet Access (HSPA) family, which allows networks based on Universal
Mobile Telecommunications System (UMTS) to have higher data transfer speeds and
capacity. Current HSDPA deployments support down-link speeds of 1.8, 3.6, 7.2 and
14.4 Mbit/s. Further speed increases are available with HSPA+, which provides
speeds of up to 42 Mbit/s downlink The High-Speed Downlink Shared Channel (HS-
DSCH) lacks two basic features of other WCDMA channels—variable spreading factor
and fast power control. Instead, it delivers the improved downlink performance
using adaptive modulation and coding (AMC), fast packet scheduling at the base
station, and fast retransmissions from the base station, known as hybrid automatic
repeat-request (HARQ).

WLL (Wireless Local Loop)

Wireless local loop (WLL), is a term for the use of a wireless communications link
as the "last mile / first mile" connection for delivering plain old telephone
service (POTS) and/or broadband Internet to telecommunications customers. Various
types of WLL systems and technologies exist. WLL (Wireless in Local Loop) is a
communication system that connects subscribers to the public Switched Telephone
Network (PSTN) using radio frequency signals as a substitute for conventional
wires for all or part of the connection between the subscriber and the telephone
exchange. It is useful for those subscribers who are located in pockets where
immediate telephone connections cannot be provided due to lack of underground
cable network but radio coverage is available. Other terms for this type of access
include Broadband Wireless Access (BWA), Radio In The Loop (RITL), Fixed-Radio
Access (FRA) and Fixed Wireless Access (FWA).

WiMax
38
WiMax (Worldwide Interoperability for Microwave Access) is a technology designed
to give people high speed access to the net over relatively long distances. A
typical WiMax system could theoretically give users in an area three to 10
kilometers wide a 40 Mbps connection to the net. This technology already deployed
in some urban centres like Chennai (Madras) and Mumbai (Bombay) would overcome the
need to lay expensive cables or fibre optics to villages. At the moment there is a
wired backbone throughout India but many villages are 30 to 40km away from the
nearest connection. WiMAX services can overcome that. One or two WiMax base
stations are enough to connect three or four villages. The government telecoms
operator BSNL is also in the process of rolling out some WiMax services. But it is
still expensive and at the moment are aimed squarely at large businesses that need
a quick-fix solution to broadband access.

3G TECHNOLOGIES
3G or Third Generation technology is a convergence of various Second Generation
telecommunication systems. The technology is intended for SMARTPHONES - multimedia
cell phones. Video broadcasting and other e-commerce services such as, stock
transactions and elearning will now are made possible much faster. It offers 3
Mbps speed for downloading, which is very high as compared to that of the 2G
technology. The 3G technology provides for internet surfing, downloading, e-mail
attachment downloading, audio-video conferencing, fax services and many other
broadband applications. 3G Technology was implemented in Japan for the first time
in the world. Today the technology is serving 25 countries over more than 60
networks having its existence in Asia, Europe and USA. Video conferencing has been
a major factor in the success of the technology. 3G Technology in Indian Telecom
Industry From the time of telegraphs Indian telecom sector has witnessed an
immense growth and has diversified into various segments like, Fixed Line
Telephony, mobile telephony, GSM, CDMA, WLL etc. The telecom industry is growing
at a fast pace introducing newer technologies. Even the network operators and
handset providers are also coming up with newer value added services and advanced
technology cell phones with multimedia applications. Now it's time to welcome 39

the much-awaited 3G Technology. Bharat Sanchar Nigam Limited is all set to launch
the technology by December 2007. Not only the network providers but also the
handset providers in India are waiting eagerly for the launch of 3G to earn very
high revenues from the value added services provided by the technology. The
technology is initially being launched on CDMA platform. The technology is being
tested over various platforms and cellular networks.

4G TECHNOLOGY
4G (also known as Beyond 3G), an abbreviation for Fourth-Generation, is a term
used to describe the next complete evolution in wireless communications. A 4G
system will be able to provide a comprehensive IP solution where voice, data and
streamed multimedia can be given to users on an "Anytime, Anywhere" basis, and at
higher data rates than previous generations. As the second generation was a total
replacement of the first generation networks and handsets, and the third
generation was a total replacement of second generation networks and handsets, so
too the fourth generation cannot be an incremental evolution of current 3G
technologies, but rather the total replacement of the current 3G networks and
handsets. The international telecommunications regulatory and standardization
bodies are working for commercial deployment of 4G networks roughly in the 2012-
2015 time scale. At that point it is predicted that even with current evolutions
of third generation 3G networks, these will tend to be congested. There is no
formal definition for what 4G is; however, there are certain objectives that are
projected for 4G. These objectives include: that 4G will be a fully IP-based
integrated system. 4G will be capable of providing between 100 Mbit/s and 1 Gbit/s
speeds both indoors and outdoors, with premium quality and high security. Many
companies have taken self-serving definitions and distortions about 4G to suggest
they have 4G already in existence today, such as several early trials and launches
of WiMAX. Other companies have made prototype systems calling those 4G. While it
is possible that some currently demonstrated technologies may become part of 4G,
until the 4G standard or standards have been defined, it is impossible for any
company currently to provide with any certainty wireless solutions that could be
called 4G cellular networks that would conform to the eventual international
standards for 4G. These confusing statements around "existing" 4G have served to
confuse investors and analysts about the wireless industry.

HOW IS 3G DIFFERENT FROM 2G AND 4G

40

While 2G stands for second-generation wireless telephone technology, 1G networks

used are analog, 2G networks are digital and 3G (third-generation) technology is
used to enhance mobile phone standards. 3G helps to simultaneously transfer both
voice data (a telephone call) and non-voice data (such as downloading information,
exchanging e-mail, and instant messaging. The highlight of 3G is video telephony.
4G technology stands to be the future standard of wireless devices. Currently,
Japanese company NTT DoCoMo and Samsung are testing 4G communication. 3G services
will enable video broadcast and data-intensive services such as stock
transactions, elearning and telemedicine through wireless communications. All
telecom operators are waiting to launch 3G in India to cash in on revenues by
providing high-end services to customers, which are voice data and video enabled.
India lags behind many Asian countries in introducing 3G services.

COMPANY PROFILE

41

TATA GROUP
Tata is a rapidly growing business group based in India with significant
international operations. Revenues in 2007-08 are estimated at $62.5 billion
(around Rs251,543 crore), of which 61 per cent is from business outside India. The
Group employs around 350,000 people worldwide. The Tata name has been respected in
India for 140 years for its adherence to strong values and business ethics. The
business operations of the Tata Group currently encompass seven business sectors:
communications and information technology, engineering, materials, services,
energy, consumer products and chemicals. The Group’s 27 publicly listed
enterprises have a combined market capitalization of some $60 billion, among the
highest among Indian business houses, and a shareholder base of 3.2 million. The
major companies in the Group include Tata Steel, Tata Motors, Tata Consultancy
Services (TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels and Tata
Communications. The Group’s major companies are beginning to be counted globally.
Tata Steel became the sixth largest steel maker in the world after it acquired
Corus. Tata Motors is among the top five commercial vehicle manufacturers in the
world and has recently acquired Jaguar and Land 42

Rover. TCS is a leading global software company, with delivery centres in the US,
UK, Hungary, Brazil, Uruguay and China, besides India. Tata Tea is the second
largest branded tea company in the world, through its UK-based subsidiary Tetley.
Tata Chemicals is the world’s second largest manufacturer of soda ash. Tata
Communications is one of the world’s largest wholesale voice carriers. In tandem
with the increasing international footprint of its companies, the Group is also
gaining international recognition. Brand Finance, a UK-based consultancy firm,
recently valued the Tata brand at $11.4 billion and ranked it 57th amongst the Top
100 brands in the world. Business week ranked the Group sixth amongst the .World’s
Most Innovative Companies. And the Reputation Institute, USA, recently rated it as
the .World’s Sixth Most Reputed Firm.. Founded by Jamsetji Tata in 1868, the Tata
Group’s early years were inspired by the spirit of nationalism. The Group
pioneered several industries of national importance in India: steel, power,
hospitality and airlines. In more recent times, the Tata Group’s pioneering spirit
has been showcased by companies like Tata Consultancy Services, India’s first
software company, which pioneered the international delivery model, and Tata
Motors, which made India’s first indigenously developed car, the Indica, in 1998
and recently unveiled the world’s lowest-cost car, the Tata Nano, for commercial
launch by end of 2008. The Tata Group has always believed in returning wealth to
the society it serves. Two thirds of the equity of Tata Sons, the Tata Group’s
promoter company, is held by philanthropic trusts which have created national
institutions in science and technology, medical research, social studies and the
performing arts. The trusts also provide aid and assistance to NGOs in the areas
of education, healthcare and livelihoods. Tata companies also extend social
welfare activities to communities around their industrial units. The combined
development-related expenditure of the Trusts and the companies amounts to around
4 per cent of the Group’s net profits. Going forward, the Group is focusing on new
technologies and innovation to drive its business in India and internationally.
The Nano car is one example, as is the Eka supercomputer (developed by another
Tata company), which in 2008 is ranked the world’s fourth fastest. The Group aims
to build a series of world class, world scale businesses in select sectors.
Anchored in India and wedded to its traditional values and strong ethics, the
Group is building a multinational business which will achieve growth through
excellence and innovation, while balancing the interests of its shareholders, its
employees and wider society. 43

JRD Tata Biography

Born: July 29, 1904 Died: on November 29, 1993 Achievements: He had the honor of
being India's first pilot; was Chairman of Tata & Sons for 50 years; launched Air
India International as India's first international airline; received Bharat Ratna
in 1992. JRD Tata was one of the most enterprising Indian entrepreneurs. He was a
pioneer aviator and built one of the largest industrial houses of India. JRD Tata
was born on July 29, 1904 in Paris. His mother was French, while his father was
Parsi. JRD's full name was Jehangir Ratanji Dadabhoy Tata and he was popularly
known as Jeh to his friends. JRD's father Ratanji Dadabhoy Tata and Sri Jamsetji
Tata shared their greatness from the same great-great-grandfather, Ervad Jamshed
Tata; a priest of Navsari.JRD Tata was the second of four children. He was
educated in France, Japan and England before being drafted into the French army
for a mandatory one-year period. JRD wanted to extend his service in the forces
but destiny had something else in store for him. By leaving the French army JRD's
life was saved because shortly thereafter, the regiment in which he served was
totally wiped out during an expedition in Morocco. JRD Tata joined Tata & Sons as
an unpaid apprentice in 1925. He has great interest in flying. On February 10,
1929, JRD became the first Indian to pass the pilot's examination. With this
distinctive honor of being India's first pilot, he was instrumental in giving
wings to India by building Tata Airlines, which ultimately became Air India. His
passion for flying was fulfilled with the formation of the Tata Aviation Service
in 1932. In 1938, at the age of 34, JRD was elected Chairman of Tata & Sons making
him the head of the largest industrial group in India. He started with 14
enterprises under his leadership and half a century later on July 26, 1988, when
he left, Tata & Sons was a conglomerate of 95 enterprises which they either
started or in which they had controlling interest. JRD was the trustee of Sir
Dorabji Tata Trust from its inception in 1932, which remained under his wings for
over half a century. Under his guidance, this Trust established Asia's first
cancer hospital, the Tata Memorial Center for Cancer, Research and Treatment,
Bombay, 1941. It also founded the Tata Institute of Social Sciences, 1936 (TISS),
the Tata Institute of Fundamental Research, 1945 (TIFR), and the National Center
for Performing Arts. In 1948, JRD Tata launched Air India International as India's
first international airline. In 1953, 44

the Indian Government appointed JRD as Chairman of Air-India and a director on the
Board of Indian Airlines-a position JRD retained for 25-years. For his crowning
achievements in Aviation, JRD was bestowed with the title of Honorary Air
Commodore of India. In 1956, JRD Tata initiated a program of closer JRD TATA
"employee association with management" to give workers a stronger voice in the
affairs of the company. He firmly believed in employee welfare and espoused the
principles of an eight-hour working day, free medical aid, workers' provident
scheme, and workmen's accident compensation schemes, which were later, adopted as
statutory requirements in India. JRD Tata cared greatly for his workers. In 1979,
Tata Steel instituted a new practice; a worker is deemed to be "at work" from the
moment he leaves home for work till he returns home from work. The company is
financially liable to the worker if any mishap takes place on the way to and from
work. Tata Steel Township was also selected as a UN Global Compact City because of
the quality of life, conditions of sanitation, roads and welfare that were offered
by Tata Steel. JRD Tata received a number of awards. He received the Padma
Vibhushan in 1957 on the eve of silver jubilee of Air India. He also received the
Guggenheim Medal for aviation in 1988. In 1992, because of his selfless
humanitarian endeavors, JRD Tata was awarded India's highest civilian honor, the
Bharat Ratna-one of the rarest instances in which this award was granted during a
person's lifetime. In the same year, JRD Tata was also bestowed with the United
Nations Population Award for his crusading endeavors towards initiating and
successfully implementing the family planning movement in India, much before it
became an official government policy. JRD Tata died in Geneva, Switzerland on
November 29, 1993 at the age of 89. On his death, the Indian Parliament was
adjourned in his memory-an honor not usually given to persons who are not Members
of Parliament.

CHAIRMAN’S CHAMBER

45

Ratan N Tata has been chairman of Tata Sons, the Tata promoter company, since
1991. He is also chairman of other Tata companies, including Tata Motors, Tata
Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian
Hotels and Tata Teleservices. Mr Tata joined Tata Steel in December 1962. After
serving in various other Tata companies, he was appointed director-in-charge of
National Radio & Electronics Company Limited (NELCO) in 1971. In 1981, he was
named chairman of Tata Industries, the second Tata promoter company. Mr Tata is
also the chairman of two of the largest philanthropic trusts in the private sector
in India. Mr Tata is associated with various organizations in India and abroad. He
is chairman of the Government of India’s Investment Commission and a member of the
Prime Minister’s Council on Trade and Industry, the National Hydrogen Energy Board
and the National Manufacturing Competitiveness Council. Mr Tata also serves on the
International Investment Council set up by the President of the Republic of South
Africa and the UK Prime Minister’s Business Council for Britain. He is a member of
the International Advisory Council of Singapore’s Economic Development Board, the
Asia-Pacific Advisory Committee to the board of directors of the New York Stock
Exchange and of the international advisory boards of the Mitsubishi Corporation,
the American International Group, JP Morgan Chase and Rolls Royce. He also serves
on the boards of Fiat SpA and Alcoa. Mr Tata is president of the court of the
Indian Institute of Science and chairman of the Council of Management of the Tata
Institute of Fundamental Research. He is a member of the board of trustees of
Cornell University and the University of Southern California and of the Foundation
Board of the Ohio State University. Additionally, he is a member of the Global
Business Council on HIV/AIDS and the Programme Board of the Bill & Melinda Gates
Foundation's India AIDS Initiative.

46

Mr Tata received a Bachelor of Science degree in architecture with structural

engineering from Cornell University in 1962 and worked briefly with Jones and
Emmons in Los Angeles before returning to India later that year. He completed the
Advanced Management Program at Harvard Business School in 1975. The Government of
India honored Mr Tata with its second highest civilian award, the Padma Vibhushan,
in 2008. Earlier, in 2000, he had been awarded the Padma Bhushan. He has also been
conferred an honorary doctorate in business administration by the Ohio State
University, an honorary doctorate in technology by the Asian Institute of
Technology, Bangkok, an honorary doctorate in science by the University of
Warwick, and an honorary fellowship by the London School of Economics.

Promoter Companies
Tata Sons Subsidiaries / Divisions: • • • • • • • Tata Financial Services Tata
Quality Management Services Tata Sky TCE Consulting Engineers THDC Tata Petrodyne
SerWizSol

Tata Industries Divisions: • • Tata Interactive Systems Tata Strategic Management

Group 47

The Seven Business Sectors • • • • • • • Engineering Materials Energy Chemicals

Services Consumer Products Information Systems, Communications

The Tata Group has a leadership position in many industries. The world's largest
integrated tea operation-Tata Tea Asia's largest software exporter-TCS The world'
sixth largest manufacturer of watches -Titan India's largest private sector steel
producer- Tata Steel Largest 5-star chain of luxury hotels in India-Indian Hotels
India's largest manufacturer of soda ash-Tata Chemicals India's largest private
sector power utility-Tata Power

48

TATA TELE SERVICES LTD.

Profile
Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom
sector. The Tata Group had revenues of around US $62.5 bn. in Financial Year 2007-
08, and includes over 96 companies, around 350,000 employees worldwide and more
than 3.2 million shareholders

Tata Teleservices spearheads the Group’s presence in the telecom sector.

Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile
services in India with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now
renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the company
swung into an expansion mode. With the total Investment of Rs 19,924 Crore, Tata
Teleservices has created a Pan India presence spread across 22 circles that
includes Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai,
Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar
Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has
established a robust and reliable 3G ready telecom infrastructure that ensures
quality in its services. It has partnered with Motorola, Ericsson, Lucent and ECI
Telecom for the deployment of a reliable, technologically advanced network.

The company, which heralded convergence technologies in the Indian telecom sector,
is today the market leader in the fixed wireless telephony market with a total
customer base of over 3.8 million.

49

Tata Teleservices’ bouquet of telephony services includes Mobile services,

Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other
services include value added services like voice portal, roaming, post-paid
Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem,
data cards, calling card services and enterprise services.

Some of the other products launched by the company include prepaid wireless
desktop phones, public phone booths, new mobile handsets and new voice & data
services such as BREW games, Voice Portal, picture messaging, polyphonic ring
tones, interactive applications like news, cricket, astrology, etc.

Tata Indicom redefined the existing prepaid mobile market in India, by unveiling
their offering – Tata Indicom ‘Non Stop Mobile’ which allows customers to receive
free incoming calls. Tata Teleservices today has India’s largest branded telecom
retail chain and is the first service provider in the country to offer an online
channel www.i-choose.in to offer postpaid mobile connections in the country.

Tata Teleservices has a strong workforce of 6000. In addition, TTSL has created
more than 20,000 jobs, which will include 10,000 indirect jobs through outsourcing
of its manpower needs.

Today, Tata Teleservices Limited along with its subsidiary Tata Teleservices
(Maharashtra) Limited serves over 32 million customers covering over 320000 towns.
With an ambitious rollout plan both within existing circles and across new
circles, Tata Teleservices is targeting to achieve 100 million subscribers by 2011
offering world-class technology and user-friendly services in 22circles.

In December 2008, Tata Teleservices announced a unique reverse equity swap

strategic agreement between its fully-owned telecom tower subsidiary, Wireless TT
Info-Services Limited, and Quippo Telecom Infrastructure Limited—with the combined
entity kicking off operations with 18,000 towers, thereby becoming the largest
independent entity in this space. Tata Teleservices’ bouquet of telephony services
includes mobile services, wireless desktop phones, and public booth telephony and
wireline services 50

CORE VALUES OF TTSL

Purpose
At Tata our purpose is to improve the quality of life of the communities we serve.
We do this through leadership in sectors of economic significance, to which the
group brings a unique set of capabilities. This requires us to grow aggressively
in focused areas of business. Our heritage of returning to society what we earn
evokes trust among consumers, employees, shareholders and the community. This
heritage is being continuously enriched by the formalization of the high standards
of behavior expected from our employees and companies. The Tata name is a unique
asset representing leadership with trust. Leveraging this asset to enhance group
synergy and becoming globally competitive is our chosen route to sustained growth
and long-term success.

Values
Tata has always been values-driven. These values continue to direct the growth and
business of Tata companies. The five core Tata values underpinning the way we do
business are: • • Integrity: We must conduct our business fairly, with honesty and
transparency. Everything we do must stand the test of public scrutiny.
Understanding: We must be caring, show respect, compassion and humanity for our
colleagues and customers around the world, and always work for the benefit of the
communities we serve. • • 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 customers and partners around the world, building strong
relationships based on tolerance, understanding and mutual cooperation. •
Responsibility: We must continue to be responsible, sensitive to the countries,
communities and environments in which we work, always ensuring that what comes
from the people goes back to the people many times over.

OUR VISION
Looking Farther 51

Into a new world of communication Vision Deliver a new world of communications to

advance the reach and leadership of our customers. Commitment Invest in building
long-lasting relationships with customers and partners and lead the industry in
responsiveness and flexibility. Strategy Build leading-edge IP-leveraged solutions
advanced by our unmatched global infrastructure and leadership in emerging markets

The promise of good business lies in being good

Corporate Sustainability
Conducting good business is always good for business. To best serve our customers,
we must advance our commitment to corporate sustainability (CS). Our principles of
Corporate Sustainability are based on the premise of creating collective value for
enhancing human, natural, social and financial capital. It seeks to demonstrate
accountability to all stakeholders, and communicates a fundamental belief in the
equilibrium of people, planet and profit. We believe that connecting with
initiatives that greatly impact people and the environment enriches the lives of
others and the lives of our employees. To leave a positive mark on the world, Tata
Communications believes we must grow and nurture new resources for our communities
while protecting and conserving our existing resources. Grow and Nature Advancing
life is about more than technology, it requires individual investment in the
communities in which we live and conduct our business. Our global team at Tata
Communications rolls up its sleeves to participate in initiatives that nurture and
sustain people and the environment.

52

Protect and Conserve To truly give back, Tata Communications believes we must also
work toward "taking less." Our commitment to developing "green technology"
initiatives that conserve energy is unwavering. These initiatives enable our
customers worldwide to leverage our communications solutions to reduce their
company's carbon footprint.

Key Initiatives:
Health and Wellness Our global team participates in initiatives aimed at providing
outreach and care to homeless children and children living with HIV and AIDS.
Literacy and Education Opening a new world of communications begins by opening up
access to a world of information and opportunity. Our company, along with six
other companies in the Tata Group, offers children from low-income families the
opportunity to read and own their own books. Tata Communications and First Book
donate thousands of new books to help cultivate the imaginations of low-income
children. Sustainable Livelihood Apart from health and education initiatives,
Sustainable Livelihood is one of the important focus areas of our Community
Outreach Programme. It aims at building trust, imparting skills, creating
capacities and improving the quality of life for communities across the globe. The
delivery model is based on multi-stakeholder partnerships with national
governments and non-profit organizations to identify beneficiaries, provide
vocational training and implement sustainable income generating mechanisms for the
socio-economically disadvantaged. Environmental Clean-up Projects Recognizing the
importance of protecting nature, employee volunteers participate in environmental
clean-up initiatives with children. The project enables our team to connect with
and educate young people about the vital need to protect our environment. CO2
Emissions Reduction Helping customers to decrease their reliance on business
travel reduces CO2 emission rates. The Tata Communications Telepresence Exchange
service leverages technology to provide companies with a virtual meeting space
that is a cost-effective and environmentally responsible alternative to business
travel. A growing number of enterprises leverage our Telepresence

53

Exchange service to conduct virtual business meetings and reduce company costs and
CO2 emission rates.

. Brand Name: TATA Indicom . Network: CDMA 2000-1x . Network Coverage: 20 Telecom
circles . Subscriber base: > 2 million . Market Share: 8 . 10% . Subscriptions:
Post Paid, Pre Paid

Tata Teleservices Limited now also has a presence in the GSM

Tata Teleservices Limited now also has a presence in the GSM space, through its
joint venture with NTT DOCOMO of Japan, and offers differentiated products and
services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata
Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November
2008. TATA DOCOMO has received a

54

pan-India license to operate GSM telecom services—and has also been allotted
spectrum in 18 telecom Circles and will roll out its services shortly, starting
with South India. TATA DOCOMO marks a significant milestone in the Indian telecom
landscape, as it stands to redefine the very face of telecoms in India. Tokyo-
based NTT DOCOMO is one of the world’s leading mobile operators—in the Japanese
market, the company is the clear market leader, used by over 50 per cent of the
country’s mobile phone users. New Delhi, 10 June 2009: Tata Teleservices Limited
has announced that its pan-India GSM service will be branded TATA DOCOMO-powered
with cutting-edge technology support from its partner company NTT DOCOMO, INC. of
Japan. NTT DOCOMO is acknowledged as the global leader in 3G technology and
respected worldwide for its futuristic product innovations.

Board of Directors of TTSL

Mr. Ratan N. Tata Designation: Chairman Company: Tata Teleservice Ltd. Mr. K.A.
Chaukar Designation: Managing Director Company: Tata Teleservice Ltd.

Mr. Anil Kumar Sardana Designation: Managing Director Company: Tata Teleservice
Ltd.

Mr. I. Hussain

Designation: Director

55

Mr. N.S. Ramachandran Designation: Director Company: Tata Teleservice Ltd.

Mr. N. Srinath Designation: CEO & MD Company: Tata Communications Ltd

Dr. Mukund Govind Rajan Designation: MD Company: Tata Teleservice Maharashtra Ltd.

Mr. Anuj Maheshwari Designation: Director Company: Temasek Holdings Advisors India
Pvt Ltd.

Mr. Toshinari Kunieda Designation: Senior Vice President MD Global Business

Division Company: NTT Docomo, INC.

Mr. Kiyoshi Tokuhiro Designation: Senior Vice President Managing Director of

Network Department Company: NTT Docomo, INC.

Mr. Kazuto Tsubouchi Designation: Executive Vice President Chief Financial Officer
Company: NTT Docomo, INC.

ORGANIZATION STRUCTURE
Departments of TTSL

TTSL

56

CMBU

EHINBU

ABU

Finance

Administration

Human Resource

I.T.

NTV
MARCOMM

Retail

SCM

57

Business Units of TTSL

58

CMBU at TTSL CMBU at TTSL, UP-West Circle

Overview CMBU (Consumer Market Business Unit) is the driving force of all TTSL
operations in the circle and constitute of more than 90% of total customer
acquisitions. CMBU at a level of above 5 Lac customers have given a strong
foundation to TTSL in UP-West and have attained a level of 36 thousand on average
monthly net additions.

The CMBU team constitutes of around 30 Channel Managers, 91 Distributors, more

than 350 DSEs and around 7500 Retailers apart from circle leadership team.

The Circle is divided into four zones namely • • • • Meerut Agra Dehradoon Bareily

Which are headed by Zonal Managers, who drive the business and ensure excellent
product visibility and availability all across circle

Product CMBU products are broadly categorized into two categories • • Mobiles Home
Phones

59

CMBU offerings are always exciting and dynamic in nature, keeping in view needs of
customers and adapting to highly market competition.

Keeping on with the needs of the customer is an art and need of the time since
telecom industry is into growth state all across India and CMBU is trying
marvelously to keep on with the market competition and needs of the customers.

There are regular product improvements and up-gradations and the same is being
conveyed to channels in a speedy manner and with accuracy.

Strategy and Approach CMBU to cater to the needs of masses follows aggressive
market acquisition strategy and is sustaining the cut-throat market competition by
various service providers in telecom market. This strategy is aimed at having fair
market share of net monthly additions and increase in line with targets.

The strategy is a mix of affordability, customers’ choice, attractive tariffs and

good communication to the market.

CMBU keeps an eye on the market environment with continuous feedback and is always
adapting to market situations & competition and is always loaded with short term
strategies to counter any change in the environment.

60
CMBU – A Bird Eye View

This bird eye view is generated on the basis of functionalities of CMBU

61

TTSL Products:
Some Handset Bundle Offer Buy a Huawei C2809 Colour Handset with Lifetime
connection @ Rs.1599. Get 600 Minutes Absolutely Free.
Handset Model No Handset Price Go Easy SUK Total Price Core Talktime (Rs.)
Incoming Validity Promotional Talktime for all Calls except VAS/ILD Validity of
each promotional Talktime installment Base Call Rates (Rs/min) To Tata Phones
Local (Rs./min) STD (Rs./min) International calls Local SMS Voice Station Tariffs
National International To Other Mobiles To Other Landlines All Calls Rs.1.00
Rs.1.00 Rs.1.00 Rs.1.50 6.4/9.2/40 Rs.0.50 Rs.1.50 Rs.5.00 Rs.6.00 Huawei C2809
1598.00 1.00 1599.00 1.00 Life 150 Minutes every month for 4 months 1 Month per
Installment

62

Buy a Samsung Raaga Color FM handset with Lifetime validity @ Rs.1600 and get 1000
Local & STD minutes absolutely FREE!
Handset Model No Handset Price Go Easy SUK Total Price Core Talktime (Rs.)
Incoming Validity Promotional Talktime for all Calls except VAS/ILD Validity of
each promotional Talktime installment Base Call Rates (Rs/min) To Tata Phones
Local (Rs./min) STD (Rs./min) To Other Mobiles To Other Landlines All Calls
Rs.1.00 Rs.1.00 Rs.1.00 Rs.1.50 Samsung Raaga 1499.00 99.00 1598.00 1.00 Life 1000
Minutes 4 Months

Buy a Huawei 2802 handset with Lifetime validity @ Rs.1298 and get 500 Local & STD
minutes absolutely FREE International calls 6.4/9.2/40
Handset Model No Handset Price Go Easy SUK for C2802 Offer Total Price Core
Talktime (Rs.) Incoming Validity Promotional Talktime* Validity Base Call Rates
(Rs/min) To Tata Phones Local (Rs./min) STD (Rs./min) International Calls To Other
Mobiles To Other Landlines All Calls ILD 1 ILD 2 ILD 3 Incomming Call Roaming
Outgoing Local Call Outgoing NLD Call Local SMS Voice Station Tariffs National
International Rs.1.00 Rs.1.00 Rs.1.00 Rs.1.50 Rs.6.40 Rs.9.20 Rs.40.00 Rs.1.00
Rs.1.00 Rs.1.50 Rs.1.00 Rs.1.50 Rs.5.00 Rs.6.00 Huawei C2802 1199.00 99.00 1298.00
1.00 Life 500 Mins 3 Months

63

Buy a Samsung Super Hero Colour FM handset with Lifetime validity @ Rs.1800 and
get Local + STD Talk time worth 1200 minutes absolutely FREE!
Handset Model No Handset Price Go Easy SUK Total Price Core Talktime (Rs.)
Incoming Validity Promotional Talktime for all Calls except VAS/ILD Validity of
each promotional Talktime installment Base Call Rates (Rs/min) To Tata Phones
Local (Rs./min) STD (Rs./min) To Other Mobiles To Other Landlines All Calls
Rs.1.00 Rs.1.00 Rs.1.00 Rs.1.50 Samsung Super Hero 1699.00 99.00 1798.00 1.00 Life
1200 Minutes 4 Months

Prepaid Plans
Prepaid Plans
International calls 6.4/9.2/40

Tariffs for UTTAR PRADESH (W) to see the tariff for any other circle please
selects your circle from the dropdown at the top of the page.
Tariffs Bundle MRP Starter Pack (Rs.) Talktime (Rs) Validity (Days) Bundled Offer
Free Calls to Local Tata Phones Validity (Days) Tariffs (Rs/min) Local - to Tata
phones Local - to Tata phones (Night) Local - to all other mobile Local - to all
other mobile (Night) Local - to all other LL STD calls ILD 1* ILD 2** ILD 3***
Roaming Incoming call Outgoing Local call Outgoing NLD call 1.00 1.00 1.50 1.00
1.00 1.00 1.00 1.00 1.50 6.40 9.20 40.00 0.50 0.50 0.50 0.50 0.50 1.50 17.20 17.20
17.20 Rs. per minute 1.00 1.00 1.50 1.00 1.00 1.50 1.00 1.00 1.00 1.00 1.00 1.50
6.40 9.20 40.00 Nil Nil Nil Nil 500 Mins* 3 Months Go Easy 99 1 Life Go Power 199
2 1 yr Talk Zyada* 499 1 Life

64

SMS Local National Inter- national Daily Rental Voice Station Tariffs *ILD 1 **ILD
2 ***ILD 3 1.00 1.50 5.00 0.00

Rs. per Message 1.00 1.50 5.00 1.00 Rs. 6 per minute United States, Canada,
Australia, New Zealand , South East Asia United Kingdom , Europe, SARC, Gulf, Rest
of World Cook Island, Cuba, Diego Garcia, Guinea Bissau, Nauru, Norfolk Island,
Sao Tome, Sakhalin, Solomon Island, Tokelau, Tuvalu, Vanuatu 1.00 1.50 5.00 0.00

* Talk Zyada is a Open Maket Offer (500 Mins can be utilised for all Calls except
VAS & ILD Calls.) All Local Calls @ 60p/min for First 3 Months with Go Easy 99
Kit.

Recharge Vouchers
Recharge Card Type MRP Rs. 200 Standard Cards 210 330 10 25 50 Top-Up 100 150 283
563 TalkTime Rs. 181.32 75.00 299.18 7.07 20.67 43.33 88.66 135.99 256.57 510.43
Admin Fee Rs. 0 115 0 2 2 2 2 0 0 0 Validity Days 15 30 30 0 0 0 0 0 0 0

Special Tariff Vouchers

STV MRP of the RCV Admin fee Talk time Service Tax Tariff Validity (Days) Call
Rates Local (Rs/min) To Tata To Other Mobiles To 0.50 0.50 0.50 0.50 1.00
1.00/0.50* 0.50 1.00 1.00/0.50* 0.50 0.50 0.50 0.50 0.50 Mini Powe Powe STD
Weekend STD Triple Powe STV NSM r r Plus 39 Masti Plus Power r 49 44.42 0 4.58 30
69 0 6.44 30 39 0 3.64 30 24 21.76 0 2.24 30 99 0 9.24 30 129 0 12.05 90 16 0 1.49
7 51 NA NA NA 30 SMS Keyword "STVNSM" 0.00 0.50 0.50/Free 0.50 0.50 0.50 1.00 1.00
62.56 35.36 89.76 116.95 14.51 Night STV 75 68.00 0 7.00 30 Corridor STV 85 77.06
0 7.94 30 ILD STV^ 7 6.35 0 0.65 1

0.50

0.50

1.00 1.00/0.50* 0.50

0.50

0.50

0.50

0.50
1.00

1.00

65

Other Landline To Tata STD (Rs/min) To Other Mobiles To Other Landline 1.50 1.50
1.00 1.00 1.00 1.50/1.00* 0.50 1.00 1.50/1.00* 1.00 1.50 1.50 1.50 1.50 1.50 1.50
1.50 1.50 0.50/1.00* 0.50/1.00* 1.50 1.50

1.50 17.20 17.20 17.20

1.00 17.20 17.20

1.00 1.50/1.00* 1.00 6.40 9.20 6.40 9.20 40.00

1.50

1.50 17.20 17.20 17.20

1.50 6.40 9.20 40.00

1.50 6.40 9.20 40.00

0.50/1.00* 6.40 9.20 40.00

1.50 3.95* 8.95* 40.00*

International ILD 1 calls ILD 2 (Rs/min) ILD 3

17.20 17.20 17.20 17.20 17.20 17.20

17.20 40.00

Tata to Tata Calling Benefit RCVs

Card Type MRP of the RCV (Rs) Admin fee (Rs) Talk time (Rs) Service Tax (Rs)
Validity (Days) T2T 40 Pack 40 36.26 0.00 3.74 30* T2T 60 Pack 60 54.40 0.00 5.60
30* T2T 90 Pack 90 81.60 0.00 8.40 30* T2T 105 Pack 105 95.19 0.00 9.81 30* RCV
155 155 140.53 0.00 14.47 30* Unlimited Tata to Tata Packs T2T 399 Freedom
Unlimited Unlimited Unlimited Pack Call 255 695 699 399 361.74 0.00 37.26 30* 325
194.65 100.00 30.35 30 255 231.19 0.00 23.81 30* 695 630.10 0.00 64.90 90* 699
633.73 0.00 65.27 30*

Sp. Benefit

200 100 200 400 400 Local 1000 Local Local Local Local & & STD local T2T T2T T2T
STD Unlimited Unlimited T2T +STD Unlimited Unlimited Mins Mins Mins T2T Local
Local T2T Mins T2Tmins Local T2T Local T2T Valid Valid Valid Mins T2T + STD T2T
Valid valid for for 15 for 30 for 30 Valid for for 30 30 days days days days 30
days days To Tata 0.50 0.50 1.00 1.50 1.50 Continue Rate Plan 1.50 6.40 6.40 0.50
0.50 1.00 1.00 1.00 1.00 6.40 9.20 Free 0.50 1.00 1.50 1.50 1.50 6.40 9.20 Free
0.50 1.00 1.50 1.50 1.50 6.40 9.20 Free 0.50 1.00 1.50 1.50 1.50 6.40 9.20 Free
0.50 1.00 Free 1.00 1.00 6.40 9.20 To Other Mobiles To Other Landline To Tata To
Other Mobiles To Other Landline

Local (Rs/min)
STD (Rs/min)

International ILD 1 calls ILD 2 (Rs/min) ILD 3 * Tariff Validity Only

40.00

40.00

40.00

40.00

40.00

40.00

ILD Calling @ Rs 76
MRP of the RCV Admin Fee (Rs) Talktime Service Tax Tariff Validity 76.00 68.90
0.00 7.10 30 Days

66

To Tata Mobile Local STD Calls USA/Canada ILD Gulf Rest of World To Other Mobile
Land Line

1.00 1.00 1.00 1.50 2.00 7.50 12.00

Friends & Family Pack

MRP of the RCV Admin Fee (Rs) Service Tax (Rs) Talktime Special Benefit Charges
for One Number Other Local Calls STD Calls 22.00 19.95 2.05 0.00 2 Local T2T F&F
Nos @ 0.20ps/min Rs5/msg 1.00 1.50

Happy Hours STV

MRP of the RCV Admin Fee (Rs) Talktime Service Tax Tariff Validity Local STD Calls
ILD 1 ILD STD Calls ILD 2 ILD 3 All Calls (12pm-6pm & 12am-6am) All Calls (6am -
12pm & 6pm - 12am) 0.30 0.60 1.50 6.40 9.20 40.00 1.50 59.00 53.49 0.00 5.51

Full Value Offer*

Card Type MRP of the RCV (Rs) Admin fee (Rs) Talk time (Rs) Service Tax (Rs)
Validity (Days) Sp. Benefit RCV 355 355 0.00 321.85 33.15 30 Additional TT worth
Rs 33.15, valid for 30 Days RCV 455 455 0.00 412.51 42.49 30 Additional TT worth
Rs 42.49, valid for 30 Days

SMS Packs
SMS Packs Mini pack Regular pack Mega pack MRP Rs. 15 30 55 Numbers of SMS 100 300
1000 Validity of SMS (Days) 30 30 30

67

Dhamaka Festive Offer

Product Name MRP Of the RCV (Rs) Talk Time (Rs.) Validity (Days) Special Benefit
Pulse To Tata Local (Rs/min) To Other Mobiles To Other Landline ILD 1 ILD 2 ILD 3
0.50 0.50 1.00 1.50 6.40 9.20 40.00 0.50 0.50 1.00 1.50 6.40 9.20 40.00 Badhai 21
21 0 3 Local Talktime worth Rs 19.04 valid for 3 Days Badhai 51 51 0 7 Local
Talktime worth Rs 46.24 valid for 7 Days STD 65 65 0 7 N/A High Value 350 350 0 30
High Value 450 450 0 60

First 700 mins to any First 1000 mins to any local phone and 350 local phone and
450 SMS free for 30 days SMS free for 60 days 0.50 0.50 0.50 1.50 6.40 9.20 40.00
0.50 0.50 0.50 1.50 6.40 9.20 40.00

Rs per Minute 0.50 0.50 0.50 0.50/0.75* 6.40 9.20 40.00

STD Calls (Rs/min) ISD Call Rates (Rs/min)

STD STV 65: First 750 Mins of STD Calls @ 50p/min, post 750 mins all STD Calls @
75p/min

Life Validity @ Rs 79
Recharge Card MRP (Rs) Talktime (Rs) Validity (Days) Admin Fee (Rs) Free Calls to
Local Tata Phones Validity (Days) Call Type Local to Tata Local to all Other
Mobiles Local to all Other Fixed STD Calls ILD 1 International Calls ILD 2 ILD 3
Upgrade RCV 79 79 0 Life 71.62 Nil 0 Rs per Minute 1.00 1.00 1.00 1.50 6.40 9.20
40.00

68

Full value RCV 130 with life validity and 130 minutes
MRP Sr Tax Admin TT Core Validity Spl Benefit Spl Benefit Validity On-net Mobile
Local/Intra - circle On-net Fixed Off-net Mobile Off-net Fixed On-net Mobile
Inter-circle On-net Fixed Off-net Mobile Off-net Fixed International calls
Incoming call Roaming Outgoing Local call Outgoing NLD call Local SMS Voice
Station Tariffs National International 6.4/9.2/40 Rs. 1.00 Rs. 1.00 Rs. 1.50 Rs.
1.00 Rs. 1.50 Rs. 5.00 Rs. 6.00 Rs. 1.50 130 12.14 117.86 0 Life 130 min for all
calls in pool 10 90 days Rs. 1.00 Rs. 1.00 Rs. 1.00 Rs. 1.00

69

Tata V.A.S.

The word is out!! TATA Zone is the one stop shop for all your ENTERTAINMENT needs.
From Movies & Music to Cricket & Games, we have it all. Isn't that GREAT? What are
you waiting for? Don’t be left behind. Download Ringtones, Wallpapers, and Games
etc from TATA Zone NOW & experience the difference Features: 1. Free surfing on
Tata Zone. 2. On other sites, pay for what you use. 3. Multi-lingual applications
4. Check out stocks, email & many more interesting application Tariffs *Charges:
FREE Browsing on TATA Zone only. 10paise/10KB on other sites. WAP - Polyphonic
Ringtone - Rs 10, Voice Ringtone - Rs. 14 Brew - Polyphonic Ringtone - Rs 10,
Voice Ringtone - Rs. 14 Game Charges Rs 10 - Rs 149 Wallpapers on Brew - Rs 10
Wallpapers on Wap - Rs 10, Animated Screensaver - Rs. 10

Music

Cricket

Devotion

Astro

Contests
Voice SMS

70

5 min T2T Contest Press to copy a song & Get 5 minutes of Local Tata to Tata talk
time Free with ever

SWOT Analysis of Tata Teleservices

Strengths: attributes of the organization those are helpful to achieving the
objective. Weaknesses: attributes of the organization those are harmful to
achieving the objective. Opportunities: external conditions those are helpful to
achieving the objective. Threats: external conditions that is harmful to achieving
the objective

Strength • Strong Brand • Fast Activation Process • Network • Connectivity • Data

GPRS • Employees With Experience

Weakness • Distribution problem • Lack of Competitive Strength • Technical Problem

in Handset • Poor Service • Low Customer Retention Power

Opportunity • Preference of GSM Over CDMA

• •

Threat • TRAI Policies • New Entrants • New Technology can Change the Market
Dynamics • New Plans Launched by Competitors
71

New Special Offers Sub-Urban & Rural Telephony

• Image Makeover to Capture New Market

Dissatisfied Competitor’s Customers

• Increase Competition in Distributor and Retailer’s Commission

Perceptual Map
Perceptual mapping of different service provider in Meerut region.

CONNECTIVITY/ NETWORK

II* Reliance CDMA Tata Indicom

I*

IDEA 72

Airtel

V.A.S.

ACTIVATION

VODAFONE
Reliance GSM

BSNL III*

Aircel IV*

VOICE/ CALL DROP

*QUADRANTS According to survey, Ist quadrant show that Tata Indicom is 2nd in
connectivity and activation, Airtel have greater activation process. IInd show
that Reliance CDMA is 1st in terms of connectivity and V.A.S. of Idea greatly used
by customers. IIIrd show that Vodafone provide good V.A.S. but at the same time
they face voice/call drop problem, BSNL face this problem mostly in evening.
IVthshow that Reliance GSM and Aircel as they newly launched have great activation
pace but lacking because of voice/call drop problem. Company should adopt
integrated marketing (communication) mix to properly promote the product and
increase sales.

Focusing on Porter’s Five Force Model

73

As Porter's 5 Forces analysis deals with factors outside an industry that

influence the nature of competition within it, the forces inside the industry
(microenvironment) that influence the way in which firms compete, and so the
industry’s likely profitability is conducted in Porter’s five forces model. A
business has to understand the dynamics of its industries and markets in order to
compete effectively in the marketplace. In addition to rivalry among existing
firms and the threat of new entrants into the market, there are also the forces of
supplier power, the power of the buyers, and the threat of substitute products or
services.

Force 1: The Degree of Rivalry: Degree of rivalry among competitive companies is

very high in Telecom industry, as there are number of Telecom companies like
Reliance, Tata Indicom, Airtel, Idea, BSNL, Vodafone etc. It is most likely to be
high in those industries where there is a threat of substitute products; and
existing power of suppliers and buyers in the market. Rivalry can be understood
as, Telecom companies introduces different products and schemes frequently in
order to attract new customers and advertising battles between companies.
Competitive rivalry can be tapped down if the company focuses on hiring great
sales person having customer gaining skills and company should try to break apart
few good sales person from rival companies.

Force 2: The Threat of New Entrants: 74

As the customer base is huge in telecom industry, the threat of new entrants is
high and the good example of this is the entry Aircel. Tata indicom also launched
its GSM as Tata DOCOMO, which become threat to other GSM operators. As the new
player comes in the market, they capture certain share in the market to move, this
means that somebody lose their market share.

Force 3: The Threat of Substitutes: The potential major substitutes for telecom
industry are as follows: VOIP (Skype, Messenger etc.), Online Chat, Email,
Satellite phones etc. All of these technologies have a huge potential, though none
of the above a major threat in current scenario. So, company has to keep a close
look on these substitutes. Other major substitute are CDMA and GSM, this threat
compel the companies like Reliance and Tata Teleservice Ltd. to make the presence
in GSM segment.

Force 4: Buyer Power: There is a huge bargaining power of customer in Telecom

industry because of increased competition. Buyer bargaining down price, forcing
higher quality at lower price, and they can easily switch over to other company
products. In order to attract customer, company should provide the differentiated
products, if the product are undifferentiated then customer can buys it from other
sellers. Force 5: Supplier Power Supplier power is a mirror image of the buyer
power. Bargaining power of supplier is also high, as there is a high competition
in the industry, the major dealers and distributors will cash on this opportunity
and company will have to give them greater margin and schemes to maintain &
increase market share. Supplier exerts power when they have more alternatives or
substitute in the industry. The ability to charge customers different prices in
line with differences in the value created for each of those buyers usually
indicates that the market is characterized by high supplier power and at the same
time by low buyer power. # These five forces help the company to tackle the
competition.

75

Research Methodology

RESEARCH METHODOLOGY
76

Research Objective:
• • • To study the market potential of Mobile handset and Services in Meerut
territory of UP-West Circle. Customers/Retailers requirements with respect to
products offered in mobile industries. Comparative study of different mobile
companies.

Survey Design:
The study is an exploratory research study and I used Strata Sampling (Non-
Probability Sampling) & Random Sampling (Probability Sampling) to serve the
purpose. For the purpose of present study a related sample of population was
selected on the basis of convenience.

Survey:
Survey was made in Meerut region to get primary data. Kankar Khera, Cantt, Mall
Road, Sadar, Garh Road, Lisari Road, Hapur Road, Saket, Kila Road, Pallav Puram,
Ganga Nagar, Delhi Road .

Sample Size and Design:

A sample of 300 people (Retailers & Customers) was taken on the basis of
convenience.

Research Period:
Research Work is carried for 4 to 6 Weeks.

Research Instrument:
This work is carried out through self-administered questionnaires. The questions
included were: Dichotomous questions, Closed ended questions, Multiple choice
questions. 77
Contact Method:
Personal Interview

Data Collection:
The data, which is collected for the purpose of study. Primary Source: The data
has been collected directly from respondent with the help of structured
questionnaires. Secondary Source: The secondary data was collected from internet,
magazines and company.

Data Analysis:
The data is analyzed on the basis of suitable tables by using mathematical
techniques. The techniques that we have used is bar graphs, pie charts etc.

Hypothesis:
1. The sources of data collection are limited in this research. 2. The primary
data will be collected in limited area. 3. Time limitation will be there. 4. The
respondent may be biased. 5. Area of study was limited to Meerut, but Tata
Teleservices Ltd. provides services all across India.

78

Data Analysis and Interpretation

79

Analysis of Market
On the basis of retail tracking survey we came across with certain interesting
facts that are important to us and these facts are: ➢ Market share of different
Telecom companies in Meerut:

Share of Market is important to each and every company GSM based companies are
leading the market with Idea toping the chart with 26% followed by Hutch 24%,
Airtel 20%, and if we consider the market share in CDMA category Reliance is ahead
of Tata Indicom. ➢ Type of Mobile handset prefer:

From the sample of 300, 145 are the GSM users, 70 are the CDMA users, and rest 75
used both GSM/CDMA (these are mostly retailers and mainly used for e-recharge) and
10 are the Dual SIM phone used. This shows that GSM technology is very much
accepted by customers. ➢ Brands of Handsets:

From the sample of 300, about 48% used Nokia, 20% used LG, 20% Samsung, 10%
Huawaei, 10% Sony, 5% are Haier, Motorola etc. (In this 40% carries two handsets).
This shows that insist of high competition, Nokia is a leading mobile brand in the
country.

➢ Price range in handsets wanted:

From the sample of 300, 162 people prefer Rs. (1000-3000) of handsets, 78 prefer
Rs. (30006000), 30 prefer Rs. (6000-10000), 15 prefer Rs. (10000-15000), 15 prefer
Rs. (<1000), 20 prefer Rs. (1000-6000). This shows that lower price of handset is
preferred by maximum people as they get some good features in this segment and
some people carry two handset, one is lower price and other is higher price.

➢ Handset Features:
80
About 82% want FM Radio/MP3 player, 52% want 3G (mostly Student & Serviceman), 30%
want Bluetooth, 25% GPRS, 5% want All features, 2% want Document editor, 2% want
IPTV, 2% want LCD, Wi-Fi etc.( % are in Combination). This shows that every one
want at least FM/MP3 feature in their phone.

➢ Customer preference while buying a handset:

From the sample of 300, 84 people look for price, 75 battery backup, 36 look for
quality of display/speakers, 60 look for features, 30 look for appearance, 15 look
for All. This shows that customer behaviour in buying a mobile is concentrate on
three things, price, battery backup and features.

➢ Category of Handset prefers:

From the sample of 300, 162 people prefer Slider phone, 60 bar phone, 57 flap top,
and 24 touch screens. This shows that Slider phone is very demanding.

➢ Number of megapixels in camera wanted:

From the sample of 300, 120 people want 2-5mgp camera, 111 people want 1-2mgp, 48
people want <1mgp this also include the people who doesn’t want camera, 21 people
want >5mgp. This shows that people are very choosy about the camera.

➢ Type of Connection prefers:

81

From the sample of 300, 285 people have Prepaid connection and 15 people have
Postpaid connection. This shows that Prepaid connections dominate the mobile
market.

➢ Starter kit prefers:

From the sample 300, 249 people used lifetime kit and rest 51 people used yearly
kit. This shows that lifetime connection is mostly preferred by people.

➢ STV Packs prefer:

From the sample of 300, 54% prefer local low tariff, 42% prefer Local+STD tariff,
and 2% prefer STD & local free.

➢ Innovative SMS packs:

50% prefer local 1000 SMS in Rs.50, 40% prefer STD+Local 500SMS in Rs.75 and 10%
prefer STD 1000 SMS in RS.100.

82

➢ Special connection packs:

From the sample of 300, 138 people want Friends pack, 84 people want Family+Friend
pack, 33 people want business client pack (retailers), 27 people want Jodi pack,
18 people want Family pack.
➢ Type of Value added service used:

From the sample of 300, 90 people said they mostly used caller tones, 75 people
used internet, 60 people used ringtones, 45 people used info packs, and 15 people
used video clips and wallpapers.

➢ Monthly spending by people on mobile:

From the sample of 300, 30% people spend Rs. (700-1000), 25% spend Rs.(500-700),
23% spend Rs.(<500)student, 20% spend Rs.(1000-2000), 2% spend Rs.(>2000).

➢ Service Satisfaction:

From the sample of 300, 150 people are satisfied with the service, 90 people
dissatisfied with customer care, 60 dissatisfied with signals/network. This shows
that customer care centre is need to improve.

83

FINDINGS, RECOMMENDATION AND CONCLUSION

Retailers Finding:
84

The study was conducted in the various parts of Meerut city in the time frame of
one and a half month starting from May, 1, 2009 to June, 20, 2009. The major
findings of the Retail Tracking are summarized below.

Services provided by Retailers: All the retailers are dealing in all services i.e.
providing Recharge Voucher, SIM, and Tariff Voucher of all the cellular service
companies present in Meerut zone. Also most of them provide only pre-paid
connection.

Satisfaction: Most of the retailers i.e. around 70% of respondents are satisfied
with Tata Indicom brand, 10% of them push Tata Indicom brand to the customer and
rest 20% retailers are not satisfied with Tata Indicom brand due to claim pending
and the distributor. The retailers don’t get schemes communicated in time by
distributor and distributor does not provide RCV & E-Top properly.

Problems: Lack of communication between retailers and distributor, Lack of proper

distribution channel Competitors companies, No regular visit of DSE and Runner,
All retailers are not aware of new scheme, Retailer doesn’t get claim at proper
time, POP Material not available with the retailers, Sim card activation take more
time some time more than one day. Around 20% retailers which are under V.S.
Associates projected problem with distributors. They don’t get schemes
communicated in time by distributor and distributor does not provide RCV & E-Top.
WHAT DOES COMPANY EXPECT BY SOLVING THE PROBLEM Customer Satisfaction, Retailer
Satisfaction, Increase in Sale, Proper Distribution Channel

Claim process:The claim process services of Tata Indicom are fairly good i.e. 88%
is being finalized in time limit of 0-30 days.

Recommendations:
85
On the basis of extensive study and research, here are some recommendation and
suggestion which may help the company to market the product and service more
profitability and increase its share in the Telecom market. Tata Teleservices have
vision ‘Deliver a new world of communications to advance the reach and leadership
of our customers’. This vision could be fulfill only when company should really
think on doing somethingin order to create a line of demarcation between them and
their competitors to sustain cut-throat competition in the market. Hence, TTSL
should follow ‘Do More Live More’ criteria.

♦ Go for Market Penetration: The Company should follow market penetration strategy
in order to capture big market share company should go for low cost handsets and
good pre-paid offerings and should focus on retaining the customer.

♦ Good network and efficient coverage: Company should setup a strong network in
order to provide better coverage. For the same company can go for sharing of
network with companies having a better coverage in a particular state & company
should also try to setup its own network as soon as possible due to the demand in
the market.

♦ Efficient customer care: Customer care is one area of concern that company
should focus on. There have been complaints from the market that customer care is
not that efficient as of the other competitors. Company should realize that this
is the time to follow customer centric approach, and should also understand that
customer is the king. A satisfied customer is unpaid sales force; hence company
should care for its customers and make a simple customer care process.

♦ Effective repair & maintenance services: Repair and maintenance of handsets are
another area of concern for the company. Company should try to establish its own
maintenance and repair center or it can be outsourced but should focus on
providing better and efficient services to the customers. 86

♦ Localize the Marketing Plan: Company should understand the fact that Sales and
Marketing are the two faces of same coin and without marketing it is not possible
to sell the products efficiently and without sales revenue we cannot have
Marketing and Promotion plans. It is also important to have a co-ordination
between both of these i.e. promotion of any product should be before the launch of
the product or scheme not on the closing dates. Marketing is the phenomena where
understanding of various demographic factors is important; we should understand
what kind of customers we are dealing with. Hence, we should use local lingo, i.e.
local language, in the promotion or print media and should have consistency
throughout the advertisement.

♦ Advertising – Advertising should have a clear objective and message, which has

not

been found in recent ads. Tata Indicom is a faster growing service provider in
each state. Every offers and schemes they should show with proper message for
benefit to the customer. In busy life customer do not remembered any offers and
which service we can provided for the customer therefore they should by force
showing advertisement in growing market and among customer. Customers want
continuously exposure in Cable and Local newspapers.

♦ Form Retailer and Distributors forum on company level (with company’s

involvement): Retailers and Distributors are our channel partners and hence we
should have the forums where we can meet and discuss the problems that we are
facing and try to go to the roots of the problem.
♦ Constant feedback from market: Although all the companies do the same and TTSL
also does it but this feedback can help the company to come out with better plans
and with better marketing and sales strategies. Company should try to convert
voice of the customer into a product in order to cater market better.

87

♦ Company should provide better margin to Retail Partners and Distribution

Partners: Company in order to sustain its market and capture new markets can
provide competitive margins to channel partners. ♦ Opportunity in rural areas:
When compared to Indian metros, there is a large gap in tele-density; - 62 percent
in the metros, nearly eight times higher than 8 percent in rural areas. To
capitalize on the growing population and disposable income in rural India, telecom
operators will have to explore and expand into ‘uncovered' geographies. ♦
Enhancing skill sets: The sector will require specialist resources to support and
sustain growth over the next four to five years. And pressure on talent is
expected to increase with the deployment of 3G and WiMAX services. The private
sector will need to reorient its focus on talent development through training
schools and facilitation programs that cater to the needs of the telecom industry.

Further Recommendations:
• •

More talktime should be given on recharge coupon. Network signal should reach
underground basement with voice clarity. Tata Indicom need to focus on it. Roaming
charges should be minimized. MMS is now in demand having sound and video messages.
This should be provided at low cost. Customer care should not take so long to
provide feedback to customers. Customers should be given rewards or discounts for
showing loyalty to service. Free unlimited call to 1 or 2 nos. on same network
without any charges.(A tribute to LOVEBIRDS) Price segment of Rs. (3000-5000) is
not properly tapped and provide the opportunity to company to introduce a handset
which have features like FM/MP3, 2mgp camera, video recording, stereo sound and
slider phones.

• • • • • •

The company should try its level best to keep the price low as compare to
competitors. 88

• •

The schemes should be updated as per the needs and occasions. Better numbers in
pre – paid as customer requires choice.

Conclusion:
“Good services is the way to retain the clients”
Indian economy is an emerging one and is growing very fast at the average GDP rate
8-9% so in this emerging market competition level among telecommunication services
provides new players are coming who will necessarily intensify the competition.
New products and new schemes are being offered by the telecom service providers.
The need for large information capacity has grown tremendously due to the demand
of real time information. Telecommunication has now become a major information
transmission system and telecom has undoubtedly emerged as the most important
industry in India. Indian telecom companies are putting in their best offer to
rope in major telecom operators of the world e.g. Vodafone, Aircel and MTN etc.
are playing their role in synergy with the operation of the Indian companies.
Process of acquisition and merger are in process and future will be only for those
companies who have an edge over others in the field. Service provided and the
better quality of network etc. is provided at affordable cost. In this process of
competition it is assumed that only those companies will survive who adopt
suitable market strategy and technology innovation and up gradation to suit the
aspiration and demand of the consumer.

The technology improvement has helped the sector to perform better and has also
expanded the meaning of the term “telecommunication” from just audio message
transformation to virtual presence of person. The sector clearly shows a great
scope for future. Increasing competition is acting like a funnel for
dissatisfaction to pour down in the retailer’s hearts. Other companies are
numerically more attractive then Tata Indicom, which is a bit slow in adopting the
changes in environment and slow change, is no change.

Tata Teleservices a leading service provider in India is having only a market

share of Ten percent in Meerut City. Hence, it needs to improve its services and
have a better retail distribution network, with proper network and coverage, in
order to grow at a faster pace. The Company

89

needs to focus on various pitfalls that it is having and should follow the
proactive approach rather than being reactive to a particular market situation.

To succeed be different, be daring and be there first

Learning’s from the Project:
It was a great opportunity for me to do a project with Tata Teleservices Ltd.,
which is one of the prestigious companies in India. It was a starting for me to
get the knowledge of real corporate world. Today experience and knowledge of
things is much more different from theoretical concept. Although the learning’s
were numerous in number but I have concluded a few as major ones and they are as
follows:

➢ During the tenure of this project I got a great corporate exposure and came
closer to working environment.

➢ I earned real marketing and sales experience during this time period. I learnt
how to make good relationships with customer, channel partners as well as
colleagues. The practical aspects of marketing theories are materialized during
the course of this study

➢ During this project I worked on my analytical abilities in practical situations

where the customer comes to us with problem and we are suppose to give him/her a
suitable solution for that problem.

➢ During this project I experience corporate busy life and urgency of reporting to
boss. This life helps me to improve our technical skills.

90

Appendix
91

Bibliography:
BOOKS

Marketing Management -

Phillip Kotler

Marketing Research

Naresh K. Malhotra

MAGAZINE

Business Today

NEWSPAPERS

Economic Times

Hindustan Times
92

Mint

WEBSITES

www.trai.org www.tataindicom.com www.tata.com www.google.com

www.tatacommunication.com www.tatagroup.com

The relevant information from the internal source of the organization

QUESTIONNAIRE
Name: ____________________________________________________________

Gender:

Male

Female

Age:

10-15

15-20

20-25

25-30

30 and Above
Contact No: _______________________________________________________

Profession: Student

Businessman
93

Serviceman

Housewife

Others (please specify)

Income (per annum): 50000-1lac >10lac

1lac-3lac

3lac-6lac

6lac-10lac

Q1: What type of handset do you use? 1)CDMA 2)GSM 3) Dual 4)Both (Carry 2 and more
HS)

Q2: Which brand of handset you are presently carrying? 1)Nokia 2) Motorola
3)Samsung 4) Haier 7)LG 5) Huawaei 8)Spice 6) Sony Ericssion 9) Blackberry

10) other (please specify)___________

Q3: Which of the following functionalities of your mobile phone do you used
frequently? 1) Making & receiving calls 4) Games 7) Call diverting 10) Voice dial
2) SMS/MMS 5) internet 8) camera 11) organizer 3) telephone diary 6) call waiting
9) radio 12) Alarm Clock

Q4: What Price range do you want in CDMA handsets? 1)< 1000 4) 6000-10000 2)1000-
3000 5)10000-15000
94

3)3000-6000 6) >15000

Q5: What all features do you want in your CDMA handsets? 1)3G 4)Wi-Fi/Wi-Max
7)Windows 10) LCD Touchsceen 2)VOIP 5) EDGE 3) IPTV 6) GPS/GPRS

8) Bluetooth 9) FM Radio/MP3 Player 11) Document Editor (Word, Power Point, PDF
etc.)

12) Others (Pls. specify) _____________________________________

Q6: While purchasing the handset, which among the following you look for? 1) Price
2) features 3) appearance 6) voice clarity 4) quality of display/speakers 7)
battery backup

5) After sale service

8) Others (pls. specify) _________________.

Q7: Which of the following would you prefer? 1)Flap top 2) slider 3) touch screen

4) other (please specify)________________

Q8: How many megapixels camera do want in your handset? 1)<1 2)1-2 3)2-5 4)5-10 5)
>10

6) Other (please specify) _____________________

Q9: Which brand of CDMA H/S provide good battery backup? 1)Nokia 4)Haier 7)LG
2)Motorola 3)Samsung

5)Huawaei 6)Sony Ericssion 8)Spice 9) Blackberry

95

10) other (please specify)___________

Q10: From where would you like to purchase your handset? 1) Exclusive stores 2)
Retailers 3) Gray market 4) Third party

5) Others pls.specify____________.

Q11: Are you satisfied with the overall value for money from your mobile? 1)
Strongly satisfied 4) not satisfied 2) fairly satisfied 5) strongly dissatisfied
3) indifferent

Q12: On a scale of 5 how interested are you in updating your device? 5

V.interested 4 Fairly interested 3 Not very Interested 2 Not at all Interested 1
Don’t know

Q13: Which of the following service provider you use or would you like to use?
1)Reliance 2)Tata Indicom 3) Virgin

Q14: Which type of connection do you have? 1) Postpaid 2) Prepaid

Q15: Which type of Starter kit would you like to prefer? 1)3 months 4)2 years 2)6
months 5)>2years 3)1years 6) life time

7) Others (please specify)_______________________

96

Q16: Which local tariff would you prefer? 1)10Paise 4)40paise 2)20paise 5)50paise
3) 30paise 6) Re.1

7) Others (please specify) ________________________________

Q17: Which STD tariff would you prefer? 1)25paise 2)50paise 3) 99paise

4)Rs.1 5)Rs.1.50 6) others (please specify) ________________________________

Q18: Which type if STV you usually use? 1)Local low tariff 4)Local+STD low tariff
2)STD low tariff 3) ILD low tariff

5) Local+STD+ILD low tariff

6)Local unlimited free on same network 7)STD unlimited free on same network
Q19: Which type of SMS pack would you like to prefer? 1)100-999 Local SMS Free
3)2000 Local SMS Free 5)301-500 STD SMS Free 2)1000 Local SMS Free 4)100-300 STD
SMS Free 6)501-1000 STD SMS Free

Q20: Which of the following combinations of SMS pack would you like to prefer? 1)
Local 1000 SMS in Rs.50 2) STD+Local 500 SMS in Rs.75
97

3) STD 1000 SMS in Rs.100

Q21: Which of the following packs would you like to prefer? 1)Friends 4)Family
2)Jodi 5) Family&Friends 3) Business client

Q22: According to you, which of the following service providers provide good Value
added services? 1)Reliance 2)Tata Indicom 3) Virgin

Q23: Which type of VAS would you like to have? 1)Caller tones 4)Messenger pack
7)Ringtones 2)Internet 5)Map guide 8)Wallpapers 3)Info pack 6) Video clips 9) M-
commerce

10) others (please specify)____________________________________

Q24: Do you face Voice Breaks/Call Drop problem? 1) Yes 2) No

Q 25: Which company has this problem? 1) Reliance 2) Tata indicom 3) Virgin

Q26: Which of the following Recharge options do you used more frequently? 1) E-
recharge 2) Recharge vouchers

Q27: Which of the following E-recharge/RCV do you recharge with?

98

1) <Rs.50 5) Rs.500-1000

2) Rs.50-100

3) Rs.100-300 6)> Rs.1000

4) Rs.300-500

Q28: Approximately how much would you spend as monthly expenses on mobile phone?
1) <Rs.500 5)> Rs.2000 2) Rs.500-700 3) Rs.700-1000 4) Rs.1000-2000

Q29: Are you satisfied with the services provided by your service provider? 1) Yes
If no, what are the reasons? 1) Poor quality of signals/network 3) Higher cost 5)
Others pls.specify ____________. 2) poor voice clarity 4) poor customer care
service 2) No

Q30: Overall, how satisfied were you with the way the company handled your
complaints? 1) Very satisfied 4) Very dissatisfied 2) fairly satisfied 3) not
satisfied

Q31: How frequently do you use internet on your mobile? 1) NA 2) Daily 3) forth
nightly 4) weekly 5) monthly
Q32: How frequently you are in roaming: 1) NA 2) Daily 3) weekly 4) monthly

99

Q33: Which company provides better service in roaming? 1) Reliance 2) Tata indicom
3) Virgin

SIGNATURE:

100

Questionnaire
Name of outlet: Proprietor: Contact No.: Area/Market:

Q1: What type of handset segment you sell: □ CDMA □ GSM □ DUAL □ BOTH

Q2: Since how long have you been in mobile phone business? □ <one year □ 1-2year □
2-3year □ 3-5year □>5year

Q3: As a retailer, which mobile phone handsets do you used? □ NOKIA □ SAMSUNG □
L.G. other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Q4: What is your Average sale of mobile handsets? CDMA: □ 0-3 GSM: □ 0-3 □ 4-8 □
4-8 □ 9-15 □ 9-15 □>15 □>15

Q5: What price range of handset mostly sells? □ <1000 □8000-10000 □ 1000-3000
□10000-20000 □ 3000-5000 □>20000 □ 5000-8000

Q6: How many CDMA handset companies are you deal with? 101

□ NOKIA □ SAMSUNG □ L.G. □BLACKBERRY □ HUAWAIE □ other’s pls. specify__________

□ SONY □ HAIER

□ MOTOROLA □ CLASSICS

Q7: How many GSM handset companies are you deal with? □ NOKIA □ SAMSUNG □ L.G.
other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Q8: Which company’s handset & segment have maximum sale:

CDMA:□ Samsung □ Motorola □ Haier □ classics □ spice

□ L.G. □ Nokia □ Huawei □ other’s pls. specify_____________

GSM:

□ Nokia □ I phone

□ Motorola □ Samsung

□ L.G.

□ Spice
□ HTC

□ other’s pls. specify_____________

□ CDMA

□ GSM

Q9: Do you have a sale of walky phone: □ Yes If yes, which one: □ wired □ wireless
□ No

Q10: Which company’s walky phones have more sales? □ Tata walky □ Reliance □
Airtel □ Idea

□ other’s pls. specify__________

Q11: What customer segments visit you most? 102

□ Student

□ Service personnel □ House wives

□ Self employed

□ Business personnel

□ Retired person

□ Any other(Specify) __________

Q12: While purchasing a handset, does customer looks for following, how would you
rate them on a scale of 1 to 7 point? RANK □ Price □ Resale value □ looks □quality
of speakers/display □ After sale service □ Problems with handset □ Any other
(Specify) ______ ______ ______ ______ ______ ______ ______

Q13: What type of features in a mobile handset customers want? □Economy class
customer pref. (EC) □ High class customer pref.(HC)

□ FM/ Radio

□ MP3 player

□ Bluetooth

□ Camera

□ Dual sim

□ Long battery life

□ Wi-Fi/ Wi-Max

□ Internet

□ LCD touch screen

□ MS office □ Windows □ other’s pls. specify________

□ Video streaming

Q14: Which handset company provide maximum battery backup: EXCELLENT Nokia Samsung
L.G. Motorola Sony □ □ □ □ □ V.GOOD □ □ □ □ □ GOOD MARGINAL POOR UNKNOWN □ □ □ □ □
103 □ □ □ □ □ □ □ □ □ □ □ □ □ □ □

Any other (Specify)

Q15: What are the important handset accessories? □ Headphone/Bluetooth headphone □

data cable/cd □ car charger □ others pls. specify___________ □ memory card

Q16: Considering what a customer take a handset: □ Living standards Peer group □
status □ usage □ value of money □

Q17: Which handset’s company is best in terms of quality of handset ? □ NOKIA □

SAMSUNG □ L.G. other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Q18: Advertising of mobile handset (like celebrity ads, hoardings, pamphlets,

etc.) Helpful in selling a mobile: Strongly agree □ Agree □ don’t know □ disagree
□ strongly disagree □

Q19: What innovative features, the customer want in a handset ? □ Mobiletracking □

finger print identification □ 3D graphics □ Mobilevaulet/M.commerce □ digital id
proof □ blue tooth game player □ social security card info. □ other’s pls. specify

Q20: What safety features in a handset the customer look, before buying ? □
Batteryquality rays □ shock proof □ charger quality □ others pls.
specify__________ □ UV

104

Q21: Which handset companies are best in services ? □ NOKIA □ SAMSUNG □ L.G.
other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Q22: How much average margin do you get on a handset ? □ 1-2% □2-3% □ 3-4% □ 4-5%
□ >5%

Q23: Does the customer buy handset because of camera quality: □ Yes □ No

If yes, what type of mega pixels of camera is most preferred & company: □ <1 mgp □
1-2mgp □2-5mgp □ 5-10mgp □ >10mgp

Q24: Does the customer buy handset because of music/sound quality: □ Yes □ No
If yes, which company’s handsets have more sales in terms of music phone ? □ NOKIA
□ SAMSUNG □ L.G. other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Q25: what type of handset mostly preferred □ Slider phone □ flap top □ light
weight phone □ Others pls. specify_____________ □ slim body □ Bar

Q26: What type of colour in a handset is mostly preferred by the customer? □ Black
□ white □ others pls. specify _____ □ red □ pink □silver □ ivory

105

Q27: Do you aware of 3G feature: □ Yes □ No

If yes, which companies provide this feature? □ BSNL □ RELIANCE pls. specify _____
□ TATA □AIRTEL □IDEA □ Others

Q28: What is the highest number of credit days in trade offered by your
distributor on handset? □ 2days □ 3days □ 3-5days □ 7days □15 □>15days

Q29: Do you provide EMI facility to customer on a purchase of expensive handsets:

□ Yes □ No

If yes, what EMI period do you provide? □<half yearly □half yearly □ years □2years
□ >2year

Q30: If you recommend a handset, which brand you recommend: □ NOKIA □ SAMSUNG □
L.G. other’s pls. specify__________ □ SONY □ MOTOROLA □HTC □

Why you recommend:

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
________________________

Signature:

106

S NAME .NO .

G Fact A CONTAC PROFES ENDE GE T NO. SION sheet R

INCOME

Handse t type 1: CDMA 2: GSM 3: DUAL 4: BOTH

1 Dharmpal 2 shri hari electronics 3 Jaiswal telecom 4 Fairy telecom 5 sony

electric

Male Male Male Male Male

40 30 26 25 30

9837603 708 9319314 484 9927017 097 9368478 886 9997732 410
Business man Business man Business man Business man Business man

1:500001lac, 2:1lac3lac, 3:3lac6lac, 4:6lac10lac, 5:>10lac, 6:NA 1lac-3lac 1lac-

3lac 1lac-3lac NA 1lac-3lac

BOTH BOTH BOTH BOTH BOTH

107

6 Gulati telecom 7 Majitha telecom 8 Shani telecom 9 Sirohi telecom 10 Dinesh

telecom 11 Leelu paint 12 Gaurav telecom 13 Jain kirana 14 D.tech communication 15
Singhel brothers 16 Survaniya telecom 17 Uttam telecom 18 Sri ganesh telecom 19
Sri luxmi telecom 20 Chetna telecom 21 Unique telecom 22 Nitin telecom 23 Sunny
mobile 24 Vohra watch 25 Ultra power 26 Tuteja mobile

Male Male Male Male Male Male Male Male Male Male Male Male Male Male Male Male
Male Male Male Male Male

30 40 30 30 35 50 30 35 35 40 35 30 25 35 35 27 27 30 40 32 37

9411028 412 9837566 685 9897908 989 9358432 390 9358493 307 9258740 180 9358552
546 9319676 875 9719216 518 9837063 837 9358539 548 9759132 372 9027512 947
9358552 727 9358274 122 9359359 356 9997732 939 9456204 111 9897207 399 9897664
471 9358068 073

Business man Business man Business man Business man Business man Business man
Business man Business man Business man Business man Business man Business man
Business man Business man Business man Business man Business man Business man
Business man Business man Business man

1lac-3lac 3lac-6lac 3lac-6lac 1lac-3lac 1lac-3lac 1lac-3lac 1lac-3lac 3lac-6lac

500001lac 1lac-3lac 500001lac 3lac-6lac 1lac-3lac 500001lac 500001lac 1lac-3lac
1lac-3lac 500001lac 1lac-3lac 1lac-3lac 1lac-3lac

BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH BOTH
BOTH BOTH BOTH BOTH BOTH

108

27 Deepak telecom 28 Arora telecom 29 Singhel telecom 30 Chunmun telecom 31 Singh

mobile 32 Singhel kirana 33 Phool biri store

Male Male Male Male Male Male Male

35 34 30 31 38 40 30

9319134 439 9897551 850 9358068 190 9319061 915 9897258 022 9837200 841 9917004
177

Business man Business man Business man Business man Business man Business man
Business man

500001lac 1lac-3lac 1lac-3lac 1lac-3lac 1lac-3lac NA 1lac-3lac

BOTH BOTH BOTH BOTH BOTH GSM GSM

Brands of Handset 1:Nokia,2:motorola 3:Samsung,4:Haier 5:Huawaei,6:Sony
7:LG,8:spice,9:blac kberry Nokia Huawaei,LG LG Huawaei,LG Samsung Samsung Huawaei
Samsung Huawaei,LG LG Huawaei Samsung,Huawaei Nokia Huawaei Nokia LG Samsung

Functionalities
1:making&receivingcall,2:SMS/MMS,3:Diary
4:Games,5:Internet,6:Callwaiting,7:Calldive rting
8:Camera,9:Radio,10:voicecall,11:organize r 12:alarm clock

Price Range
1:<1000,2:1000-3000 3:3000-6000,4:600010000 5:1000015000,6:>15000

Making&Receiving Making&Receiving Making&Receiving Making&Receiving

Making&Receiving Making&Receiving Making&Receiving Making&Receiving
Making&Receiving Making&Receiving Making&Receiving Making&Receiving
Making&Receiving Making&Receiving Making&Receiving Making&Receiving
Making&Receiving 109

calls calls calls calls calls calls calls calls,SMS/MMS calls calls calls
calls,SMS/MMS calls calls calls calls calls,SMS/MMS

3000-6000 1000-3000 1000-3000 1000-3000 1000-3000 1000-3000 3000-6000 1000-

3000,30006000 1000-3000 1000-3000 1000-3000 1000-3000 1000-3000 1000-3000
<1000,3000-6000 1000-3000 1000-3000,3000-

Huawaei,LG LG Samsung Samsung Nokia Nokia Nokia Huawaei,LG Nokia Nokia

Nokia,LG

Making&Receiving calls Making&Receiving calls Making&Receiving Making&Receiving

Making&Receiving Making&Receiving calls calls calls,SMS/MMS calls

Making&Receiving calls,SMS/MMS Making&Receiving calls Making&Receiving calls

Making&Receiving calls,SMS/MMS
Making&Receiving calls,SMS/MMS

6000 1000-3000 1000-3000,30006000 1000-3000 3000-6000 1000-3000 1000-3000,30006000

1000-3000,30006000 1000-3000,30006000 3000-6000 1000-3000,30006000
1000-3000,330006000

LG Samsung Samsung Nokia Sony

Making&Receiving Making&Receiving Making&Receiving Making&Receiving

Making&Receiving

calls calls,Diary calls,Diary calls,camera calls,camera

1000-3000 3000-6000 3000-6000 <1000,3000-6000 3000-6000,600010000 SMS Pack 1:100-

999local sms, 3:2000local sms, 2:1000local sms 4:100-300STD sms 5:301-500STD sms
6:501-1000STD sms 100-999 local sms free 1000 local sms free 100-999 local sms
free

Local tariff 1:10paise,2:20 paise 3:30paise,4:40 paise

STD tariff 1:25paise,2:50 paise 3:99paise,4:Re 1,

5:50paise,6:Re. 5:Rs1.50,6:oth 1 ers 7:others

STV Pack 1:local low tariff,2:STD low tariff 3:ILD low tariff,4:Local+STD low
tariff 5:Local+STD+ILD low tariff 6:Local unlimited,7:STD unlimited Local+STD low
tariff Local+STD low tariff Local low tariff 110

10paise 10paise,50pais e 10paise

25paise Re.1 25paise

10paise 10paise 10paise 10paise 10paise 10paise 10paise 10paise 10paise 10paise
10paise 10paise,50pais e 10paise,50pais e 10paise 10paise 10paise 10paise 10paise
10paise 10paise 10paise 10paise 10paise 10paise 10paise 10paise

25paise 25paise 25paise 25paise 25paise 25paise 25paise 25paise 25paise 25paise
25paise 25paise,Re.1 25paise,Re.1 25paise 25paise 25paise 25paise 25paise 25paise
25paise 25paise 25paise 25paise 25paise 25paise 25paise

Local+STD low tariff Local low tariff Local low tariff Local+STD low tariff
Local+STD low tariff Local low tariff Local+STD low tariff Local low tariff
Local+STD low tariff Local+STD low tariff Local low tariff Local+STD low tariff
Local low tariff Local+STD low tariff Local+STD low tariff Local low tariff Local
low tariff Local+STD low tariff Local+STD low tariff Local low tariff Local+STD
low tariff Local low tariff Local low tariff Local+STD low tariff Local+STD low
tariff Local low tariff 111

100-999 local sms free 100-999 local sms free 100-999 local sms free 100-999 local
sms free 100-999 local sms free, 100-999 local sms free 100-999 local sms free
100-999 local sms free 1000 local sms free 100-999 local sms free 100-999 local
sms free 1000 local sms free 100-999 local sms free 1000 local sms free 1000 local
sms free 100-999 local sms free 100-999 local sms free 100-999 local sms free 1000
local sms free 1000 local sms free 1000 local sms free, 100-999 local sms free
1000 local sms free 1000 local sms free 1000 local sms free 100-999 local sms

10paise 10paise 10paise 10paise,50pais e

25paise 25paise 25paise 25paise,Re.1

Local+STD low tariff Local+STD low tariff Local+STD low tariff Local low tariff

free 1000 1000 1000 1000

local local local local

sms sms sms sms

free free free free

Combination of SMS pack 1:Local 1000 SMS in Rs.50 2:STD+Local 500 SMS in Rs.75
3:STD 1000 SMS in Rs.100 4:NA

Connection pack 1:Friends,2:Jo di 3:Business client 4:Family 5:Family+Frie nds

VAS provider 1:Reliance,2:T ata 3:Virgin,4:Oth ers

Typeof VAS 1:caller tones,2:Internet 3:info pack,4:Messenger pack 5:Map

guide,6:Video clips 7:Ringtones,8:Wallpapers, 9:M-commerce Caller tones,Ringtones
Internet,Info pack Caller tones,Ringtones,Wallpaper s Caller tones,Ringtones
Caller tones,Internet Caller tones,Ringtones Caller tones,Ringtones,Wallpaper s
Caller tones,Ringtones Caller tones,Ringtones Caller tones,Ringtones Caller
tones,Internet Caller tones,Ringtones Ringtones

Local 1000 SMS in Rs.50 Business client STD+Local 500 SMS in Friends Rs.75 Local
1000 SMS in Rs.50 Business client Local 1000 SMS in Rs.50 Business client Local
1000 SMS in Rs.50 Friends STD+Local 500 SMS in Business Rs.75 client Local 1000
SMS in Rs.50 Family+Frien ds STD+Local 500 SMS in Friends Rs.75 Local 1000 SMS in
Rs.50 Business client Local 1000 SMS in Rs.50 Business client NA Family Local 1000
SMS in Rs.50 Friends Local 1000 SMS in Rs.50 Business 112

Reliance Reliance Tata

Tata Reliance Tata Tata

Reliance Reliance Reliance Reliance Virgin Reliance

Local 1000 STD+Local Rs.75 Local 1000 Local 1000

SMS in Rs.50 500 SMS in SMS in Rs.50 SMS in Rs.50

Local 1000 SMS in Rs.50 Local 1000 SMS in Rs.50 Local 1000 SMS in Rs.50 Local 1000
SMS in Rs.50 Local 1000 SMS in Rs.50 Local 1000 SMS in Rs.50 STD+Local Rs.75 Local
1000 Local 1000 STD+Local Rs.75 STD+Local Rs.75 Local 1000 500 SMS in SMS in Rs.50
SMS in Rs.50 500 SMS in 500 SMS in

client Friends Business client Friends Business client Family+Frien ds Business

client Family Business client Friends Business client Business client Friends
Friends Friends Friends

Tata Virgin Reliance Virgin Reliance Reliance Tata Tata Reliance Tata Tata Tata
Tata Tata Reliance Reliance Tata Tata Tata

Caller tones,Ringtones Caller tones,Ringtones Caller tones,Ringtones Caller

tones,Ringtones,Wall Caller tones,Ringtones Caller tones Caller tones,Ringtones
Ringtones Ringtones Ringtones,Wallpapers Caller tones,Internet Caller
tones,Ringtones Caller tones,Internet Caller tones,Ringtones Caller tones,Internet
Caller tones,Ringtones Caller tones Caller tones

SMS in Rs.50 Business client STD+Local 500 SMS in Friends Rs.75 STD+Local 500 SMS
in Friends Rs.75 Local 1000 SMS in Rs.50 Friends Local 1000 Company have Previous
Problem 1:Reliance

2:Tata

Caller tones,Internet,Info pack SMS in Rs.50 Friends Virgin Caller tones Recharge
Recharge Monthly Service options with in Rs. expenses in Rs. Satisfaction
1:E1:<50,2:501:<500,2:5001:Yes,2:No recharge 100 700, 2:RCV 3:1003:700If No,Why:
300,4:300-500 1000,4:10002000 5:5005:>2000 1:poor 113

1000,6:>1000 3:Virgin 4:Others NA Virgin Reliance Tata Reliance NA NA Reliance

Virgin Reliance Reliance Tata Reliance NA Virgin NA NA Reliance Virgin Reliance
Virgin Reliance Tata NA NA Tata Tata Reliance

RCV E-recharge E-recharge E-recharge RCV E-recharge Erecharge,R CV RCV E-recharge

E-recharge RCV E-recharge E-recharge RCV E-recharge E-recharge RCV E-recharge E-
recharge E-recharge E-recharge E-recharge RCV RCV E-recharge E-recharge E-recharge
E-recharge

Rs.50-100 Rs.50-100 Rs.100-300 Rs.50-100 Rs.50-100 Rs.100-300 Rs.100-300 Rs.100-

300 Rs.50-100 Rs.100-300 Rs.50-100 Rs.50-100 Rs.50-100 Rs.50-100 Rs.100-300 Rs.50-
100 Rs.100-300 Rs.100-300 Rs.50-100 Rs.100-300 Rs.50-100 Rs.100-300 Rs.100-300
Rs.100-300 Rs.100-300 Rs.100-300 Rs.100-300 Rs.100-300 114

Rs.700-1000 Rs.500-700 Rs.700-1000 Rs.700-1000 Rs.700-1000 Rs.700-1000 Rs.1000-

2000 Rs.700-1000 Rs.500-700 Rs.700-1000 Rs.500-700 Rs.700-1000 Rs.500-700 Rs.700-
1000 Rs.700-1000 Rs.500-700 Rs.700-1000 Rs.1000-2000 Rs.700-1000 Rs.700-1000
Rs.700-1000 Rs.1000-2000 Rs.700-1000 Rs.1000-2000 Rs.700-1000 Rs.1000-2000
Rs.1000-2000 Rs.700-1000

signals/network 2:poor voice clarity 3:Higer cost No,Poor customercare Yes Yes Yes
No,Poor customercare Yes Yes No,Poorsignals/net work No,Poor customer care No,Poor
voice clarity Yes No,Poorsignals/net work Yes Yes No,Poorsignals/net work Yes Yes
No,Poorsignals/net work Yes Yes Yes No,Poor customer care Yes Yes No,Poor customer
care Yes Yes No,Poor customer

NA Tata Reliance

RCV E-recharge E-recharge

Rs.100-300 Rs.100-300 Rs.100-300

Rs.700-1000 Rs.1000-2000 Rs.1000-2000

care Yes No,Poorsignals/net work No,Poor customer care

Looking For 1:Price,2:Features,3:Appea rance 4:quality of display/speaker, 5:After

saleservice,6:voice clarity, 7:battery backup

Handset look 1:Flaptop 2:Slider 3:touchsre en 4:barphon e

Camera Pixels 1:<1,2:12,3:2-5 4:510,5:>10 6:NA

Battery backup 1:Nokia,2:motorola 3:Samsung,4:Haier 5:Huawaei,6:Sony

7:LG,8:spice,9:black berry

Purchase from 1:Exclusive store 2:Retailers

3:Gray mar

4:third part

Price Price Price,Appearance Price,battery backup Price,Features Price

Price,Quality of display/speaker Quality of display/speaker,Features Price,battery
backup Price Price Price,Quality of display/speaker Price Price

Slider Slider Flaptop Slider Flaptop Flaptop Touchscre en Slider Barphone Barphone
Slider Slider Barphone Barphone 115

NA <1mgp 1-2mgp 1-2mgp <1mgp 1-2mgp 1-2mgp 2-5mgp <1mgp <1mgp 1-2mgp 1-2mgp <1mgp
<1mgp

Nokia Huawaei,LG LG Huawaei,LG Samsung Samsung Huawaei Samsung Huawaei,LG LG

Huawaei Samsung,Huawaei Nokia Huawaei

5:other(dis tor) Retailers Retailers Others Retailers Retailers Others Others

Others Retailers Others Retailers Retailers Retailers Retailers

Price,battery backup Price,battery backup Price,Quality of display/speaker

Price,Appearance Price Price,battery backup Price Features Price Price,Features
Price Price,battery backup Price,battery backup Price,Appearance Price Appearance
Appearance

Touchscre en Barphone Slider Slider Slider Flaptop Slider Flaptop Slider Slider
Slider Barphone Flaptop Flaptop Barphone Slider Slider

1-2mgp <1mgp 2-5mgp 1-2mgp 1-2mgp 1-2mgp 1-2mgp <1mgp 1-2mgp 2-5mgp 1-2mgp <1mgp
1-2mgp 1-2mgp <1mgp 1-2mgp 1-2mgp

Nokia LG Samsung Huawaei,LG LG Samsung Samsung Nokia Nokia Nokia Huawaei,LG Nokia
Nokia Nokia,LG LG Samsung Samsung

Others Retailers Others Retailers Others Others Retailers Retailers Others Others
Retailers Others Retailers Others Others Retailers Retailers

Indifferent value for money Satisfaction 1:strongly,2:fa irly

Fairly Tata interested Not very Virgi interested n Interested in updating 1:Don't
know,2:Not at all 3:Not very,4:Fairly

Service provider 1:Reliance,2: Tata 3:Virgin,4:Ot hers 116

Connection 1:Postpaid 2:Prepaid

Starter kit 1:3month,2:6month 3:1year,4:2years,5: >2years

3:indifferent 4:not,5:Dissati sfied Indifferent Indifferent Fairly satisfied

Fairly satisfied Indifferent Indifferent Fairly satisfied Strongly satisfied
Fairly satisfied Indifferent Strongly satisfied Fairly satisfied Fairly satisfied
Fairly satisfied Fairly satisfied Fairly satisfied Fairly satisfied Strongly
satisfied Strongly satisfied Fairly satisfied Strongly satisfied Strongly
satisfied Strongly

5:Very interested

6:lifetime

Fairly interested Very interested Not very interested Not very interested Fairly
interested Not very interested Fairly interested Not at all interested Not very
interested Fairly interested Don'l know Not very interested Don'l know Not very
interested Fairly interested Not very interested Not very interested Fairly
interested Fairly interested Don'l know Not very interested Fairly interested Not
at all

Reliance Reliance,Tata Reliance Reliance,Tata Reliance,Tata Tata Tata

Reliance,Tata Reliance,Tata Reliance Reliance Reliance,Tata Reliance Tata
Reliance,Virg in Reliance Tata Reliance,Tata Reliance Tata Tata Reliance Tata 117

Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid
Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid
Prepaid Prepaid Prepaid

Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime

Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime
Lifetime Lifetime Lifetime Lifetime Lifetime

satisfied Strongly satisfied Fairly satisfied Fairly satisfied Fairly satisfied

Indifferent Fairly satisfied Fairly satisfied Fairly satisfied Fairly satisfied
Indifferent

interested Fairly interested Not very interested Don'l know Fairly interested Not
very interested Don'l know Not very interested Not very interested Fairly
interested Not very interested Internet use 1:NA,2:Dail y 3:Forthnig htly 4:weekly
5:Monthly

Tata Tata Tata Tata Reliance,Tata Reliance Tata Tata Tata Virgin

Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Prepaid Postpaid,Pre paid
Prepaid

Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime Lifetime 1yearly Lifetime

Lifetime

Satisfaction with Complaint handled 1:very satisfied 2:Fairly satisfied 3:not

satisfied 4:dissatisfied Not satisfied Fairly satisfied Fairly satisfied Fairly
satisfied Not satisfied Fairly satisfied Fairly satisfied

Roaming Better service 1:NA,2:D provider in aily Roaming 3:Weekly 1:Reliance

4:Monthly 2:Tata 3:Virgin

Features 1:3G,2:VOIP,3:IPTV,4:WiFi,5:EDGE 6:GPRS,7:Windows,8:Blue tooth

9:FM/MP3,10:LCD touchscreen 11:Document Editor

NA NA NA NA Monthly NA NA

Weekly Weekly Weekly Weekly Monthly Weekly Weekly 118

4:Others Reliance Reliance Reliance

FM/MP3 FM/MP3 FM/MP3

Tata Tata Virgin Tata Bluetooth,FM/MP3 FM/MP3 FM/MP3 FM/MP3

Fairly satisfied Not satisfied Fairly satisfied Very satisfied Fairly satisfied
Very satisfied Fairly satisfied Fairly satisfied Dissatisfied Not satisfied Not
satisfied Not satisfied Fairly satisfied Fairly satisfied Not satisfied Fairly
satisfied Fairly satisfied Not satisfied Fairly satisfied Not satisfied Not
satisfied Fairly satisfied Not satisfied Not satisfied Not satisfied Fairly
satisfied

NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA Monthly NA Monthly
Monthly Weekly Monthly

NA Weekly NA Weekly Weekly NA Weekly Weekly Weekly Monthly Weekly Weekly Weekly
Monthly Monthly Weekly Weekly Weekly Monthly Monthly Monthly Weekly Monthly
Monthly Monthly Weekly

Others Tata Others Reliance Tata Others Tata Reliance Reliance Tata Tata Reliance
Tata Tata Reliance Tata Tata Tata Tata Tata Tata Reliance Tata Tata Others Virgin
3G,FM/MP3 FM/MP3 FM/MP3 Bluetooth,FM/MP3 FM/MP3 FM/MP3 Bluetooth,FM/MP3 FM/MP3
Bluetooth,FM/MP3 FM/MP3,3G,LCD touchscreen FM/MP3 FM/MP3 FM/MP3 Bluetooth,FM/MP3
FM/MP3 Bluetooth,FM/MP3 FM/MP3 FM/MP3 FM/MP3 3G,Bluetooth,FM/MP3 FM/MP3 FM/MP3
FM/MP3 FM/MP3 FM/MP3 FM/MP3

119