Documente Academic
Documente Profesional
Documente Cultură
2009-12
1
PREFACE
Throughout the development of the project it has been my own endeavor to tailor
like approach, subject matter and presentation according to the requirement of its
readers. The language has been kept simple and the entire discussion has been built
on logical and coherent outlines.
2
ACKNOWLEDGEMENTS
I express my sincere thanks to my project guide, Mr. Anurag Sharma (AREA SALES
MANAGER), for guiding me right from the inception till the successful completion of the
project. I sincerely acknowledge her for extending their valuable guidance, support for
literature, critical reviews of project and the report and above all the moral support she
had provided to me with all stages of this project.
I would also like to thank the supporting staff Punit Sharma (Senior Executive Manager),
for his help and cooperation throughout our project.
I would also like to thank the supporting my college faculty NEHA MATHUR Project
head., for her help and cooperation throughout our project.
3
EXECUTIVE SUMMARY
The current millennium has unfolded new business rules most the significant of them being that
company has to constantly look into minds of the customer. Customer loyalty plays a significant
role and today securing that loyalty requires quality right price and of course last but not the least
i.e. creating awareness about that product. As a trainee, I was given knowledge about the way
and style of their working, their routine and their environment. It was a great experience in
getting under such a reputed company, which has in it the ability to retain customer.
4
TABLE OF CONTENTS
S. Descriptions Page
NO. no.
1. Introduction to the industry
3. Research Methodology
1. Title of the Study
2. Duration of the Project
3. Objective of the Study
4. Types of Research
5. Collection Method and Sample Size
6. Scope of Study
7. Limitation of Study
4. Facts and Findings
6. Swot Analysis
7. Conclusion
9. Appendix
10. BIBLIOGRAPHY
5
INTRODUCTION
ABOUT THE TATA TELE SERVICES
Company Overview
Teleservices is part of the INR Rs. 120,000 Crore (US$ 29 billion) Tata Group, that has
over 87 companies, over 30,000 employees and more than 2.8 million shareholders.
With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY
2006), the Group has a formidable presence across the telecom value chain.
TATA TELESERVICES
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 20 circles that
include 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.
6
• The company, 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.
• 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.ichoose.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.
7
RAJASTHAN CIRCLE
JAIPUR
JODHPU UDAIPU
R R
RAJASTHAN
CIRCLE
KOTA BIKANE
R
8
OPERATIONS TEAM AT UDAIPUR-
RAJASTHAN CIRCLE
ORGANIZATIONAL STRUCTURE
DEPARTMENTAL HEADS-
9
5. HR-- AMIT AGARWAL.
ACHIEVEMENTS
In terms of the targets and tasks assigned till date, the progress made up till now is as follow
1. Awards & Rewards: Received an Appreciation- Letter from the Zonal -Head of the
Organization(TATA INDICOM).
2. Organizational Profile: With the help of an effective orientation provided by the company, I was able
to understand the core business areas of the company, organizational hierarchy, its existing
customer-base, corporate allies, distributors etc. In addition, I also made myself aware about the
current technologies, business strategies and distribution-channels adopted by the organization.
3. Rules & Regulations: By studying the rules & regulations, I quickly learnt the kinds of policies and
procedures followed within the organization. Moreover, I adapted myself to the corporate ethics, work-
culture and environment of the organization which made the job much easier.
10
4. Selling Strategies: With the help of regular interactions with my colleagues and seniors along with
the guidance of my company-guide, I learnt the various tactics used to convince the customers in
our favor. Consequently, I developed a wide network and an impressive sales-pitch which helped
me in achieving my immediate targets.
5. Sale of CCBs & PTBs: In view of the monthly target of selling 10CCBs & PTBs combined, I was
able to sell 4 CCB packages in the first week itself and hence achieved my targets before time.
As per date, 42CCBs & PTBs combined have been sold out.
6. Information about the Competitors: I was also successful in collecting detailed information’s about
the products offered by our competitors, while making calls for sale of our products. I also supplied
my organization data about the practices and tactics used by other companies in enhancing the sale
of their products.
7. Finding out the customer-satisfaction-level: I also carried out a market-research study to collect
responses from the customers about the services provided by our organization. It also allowed to me
to gain an insight into the mind-set of the service-users about the organization’s image as per their
perception.
8. SWOT Analysis of the company: I also carried out a SWOT Analysis on the basis of my field-
experience to gain an insight into the areas of strengths, limitations, potential areas and possible
obstacles for the company in the near future. I critically analyzed the organization’s position with
respect to its immediate competitors in the market.
11
INTRODUCTION TO THE ORGANIZATION
Mr. N. Srinath
Designation: Director
12
A saga of vision, commitment and fortitude as much an institution as it is a business
conglomerate, the Tata Group is unique in more ways than one. Established by Jamsed ji Tata
in the second half of the 19th century, the Group has grown into one of India's biggest and
most respected business organizations, thanks in no small part to its entrepreneurial vision,
its commitment to ideals that put people before profits, and its fortitude in the face of adverse.
Family Pride
Promoter Companies
Tata Sons
Divisions:
Tata Financial Services
Tata Quality Management Services
13
Tata Industries
Divisions:
Tata Interactive Systems
Tata Strategic Management Group
Global Operations
• Tata AG
• Tata Enterprises AG
• Tata Incorporated
• Tata International
• Tata International AG
• Tata Limited
14
MATERIALS COMPOSITES:
• Tata Steel
• Tata Metaliks
• Tata Pigments
• Tata Refractories
• Tata Reverson
• Tm International Logistics
15
ENGINEERING
• AUTOMOTIVE.
• Concorde Motors.
• HV Axels.
• HV Transmissions.
• ENGINEERING SERVICES.
• ENGINEERING PRODUCTS.
ENERGY POWER:
Tata Power
Tata Ceramics
16
OIL AND GAS:
CHEMICALS
• Rallis India
• Tata Chemicals
• Tata Pigments
PHARMA
• Avenues
• Therapeutics
SERVICES
17
FINANCIAL SERVICES:
Tata Capital
OTHER SERVICES:
Tata Services
CONSUMER PRODUCTS
• Infiniti Retail
• Tata Tea
• Tetley Group
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• Tata Coffee
• Tata Tetley
• Tata Ceramics
• Titan Industries
• Airline Financial
• l Support Services.
• Aviation Software.
• Tata Technologies.
• Tata Sky.
• Tata Teleservices.
ORGANIZATIONAL STRUCTURE
19
(TATA TELESERVICES CORPORATE)
VICE-PRESIDENTS-
20
6. SCM (SUPPLY CHAIN MANAGEMENT) - MR. M. RUPREL.
TARGETS
3.
21
leads for the company on a regular basis and converting them into our potential
customers.
A. enhances sales.
B. improves the distribution-chain.
C. satisfies the customers.
D. helps the organization to accomplish its mission.
1. Organizational Profile: The major motive behind undertaking this task was to
identify the core business areas of the company, organizational hierarchy, its
existing customer-base, corporate allies, distributors etc. At the same time, the
aim was to gain a deep understanding of the current technologies, business
strategies and distribution-channels adopted by the organization.
2. Rules & Regulations: Under this, I was expected to learn the policies and
procedures along with the corporate ethics followed within the organization.
22
Hence, I had to quickly adapt myself to the work-culture and environment of the
organization.
3. Selling Strategies: The major purpose here was to get grass-root knowledge
about the tactics used while selling your products. I had to develop an effective
network together with an efficient sales-pitch to generate fruitful results for the
organization.
4. Sale of CCBs & PTBs: This was the core target of the entire Summer Internship
Program. The monthly target was to sell 10 CCBs & PTBs combined i.e. sale of 2
package per week.
5. Information about the competitors: Under this, I was asked to collect detailed
information about the products offered by our competitors. At the same time, the
job was to make the organization aware about the different kinds of strategies
adopted by the rival companies.
7. SWOT Analysis of the company: Here, the task was to critically evaluate the
organization’s position on qualitative as well as quantitative terms. I had to make
the company aware about its strong areas, limitations, future avenues and also
the problems lying ahead.
23
smart views which can benefit the organization in any possible manner.
Simultaneously, I had to make the company aware about the requirements of the
customers and the problems faced by them while using our services.
TARGETS ASSIGNED
MONTHLY TARGETS-
WEEKLY TARGETS-
24
In the time –period of 24.03.2008 to 5.04.08, 6 packages have been sold
(Coin Collection Boxes). At the same time, got acquainted with the organizational norms
and its working-environment.
56250 82000
25
Weeks Given Targets Achieved Targets
1 3750 6000
2 3750 3000
3 3750 3000
4 3750 4500
5 3750 4550
6 3750 6450
7 3750 6350
8 3750 4350
9 3750 6200
10 3750 15200
11 3750 3800
12 3750 2000
13 3750 4600
14 3750 6000
15 3750 6000
Total 56250 82000
26
ANALYSIS OF PERFORMANCE Vs TARGET
Initially, the target assigned to me from my SIP Centre was to sell 10 CCB (Coin
Collection Boxes) per month.
The basic motive behind reviewing our targets was to provide us a wider
exposure and experience of direct sales and to develop the ability of performing
under pressure.
I was also assigned the task of collecting information about our competitors and
find out the customer satisfaction level of the people who are currently utilizing
our services.
Initially, I made my sales calls on a random basis, which did not proved to be
effective. Therefore, I altered my plan of action. I started making calls in a more
professional manner by taking references from friends
Apart from this, I also started taking feedback from our customers on regular
basis to assess my company’s image in the minds of the people.
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REASONS FOR VARIANCE
Target:-
Individual Target:
Sale of 40 Coin Collection Boxes (CCB) and Pay Telephonic Booths (PTB) combined
In 4 months
Achievement:
Individual Achievement:
Sold 42 Coin Collection Boxes (CCB) and Pay Telephonic Booths (PTB) combined till date.
I was able to surpass my own within the stipulated time due to following reasons:
I was able to surpass my own within the stipulated time due to following reasons:
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MID-COURSE CORRECTION
29
BUSINESS OBJECTIVES
(EXECUTIVE TRAINING)
On joining TATA Teleservices as the SIP Trainee, the following goals were assigned to
me-
1. Marketing and sales of different products provided by the company including Coin
Collection Boxes (CCBs), Public Telephonic Booths (PTBs).
2. To gain knowledge about the insights of the company including its policies, profile,
customer base and its immediate rivals in the market.
3. Conducting a Market Research study on the organization.
4. Accepting the customer feedback on the services provided by TTSL.
5. Collecting data about the requirements of people especially in the rural areas in terms
of telecommunication facilities.
6. To understand the distribution process and network of the organization.
7. To know about the network development process of TTSL.
8. To approach the existing customers of the company and find out their satisfaction
levels.
9. To provide the sales after services to the exiting customers
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ORIENTATION AT THE SIP COMPANY
Our Summer Internship Program commenced from 17 th March 2008.After the orientation
program of 3 days at our respective SIP Centre; we joined our SIP organizations on 24 th
March.
The first formal orientation program was conducted on the day of joining itself. I was
greeted by our respective Company Guides- Mr. Mayank Bhardwaj (Cluster Head) and
Neeraj Gupta (senior Executive). We were introduced to the other members of the
organization by Mr. Mayank Bhardwaj. Later on, he gave us a very informative
presentation on the various products of the company. Simultaneously, he briefed us
about the history of the organization followed by its current position in the market and
the future potential. At the same time, he assigned the job-profile to our team-members.
On the other hand, Mr. Neeraj Gupta told us about the policies and procedures followed
in the organization. He emphasized especially on the dos and don’ts to be followed in
the office and made clear his expectations from our team. He also made us aware with
various other departments existing in the company. I was assigned a consolidated
target of selling 25 packages offered by TTSL, per month, which in other words meant
sale of 8 packages per week. In fact, the power point presentation given by Mr. Neeraj
Gupta comprised of the following -
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THE VALUES
Pioneering spirit.
Excellence in execution.
THE MISSION
THE VISION
The next part of the orientation program was conducted on 25 rd April 2008.
Mr.Anurag briefed us about the entire functioning of telecommunication facilities. He
also threw light on the selling strategies suitable for us when we will enter the market. At
the same time, he explained us about a unique model followed by TTSL for ensuring
quality services-
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Environment
With some 2, 89,500 members in its diverse and widespread family, the Tata Group is
more than just another employer. The Group's many pioneering initiatives to benefit and
empower employees have few parallels anywhere in the world, and it has blended its
traditional benevolence with evolving human resource methodologies to deliver a whole
lot beyond mere jobs
Terminology
Marketing –The process of planning and executing the conception, pricing promotion
and distribution of idea’s goods and services to create that satisfy individual and
organizational goal.
Technology
Currently TATA INDICOM use CDMA Technology
CDMA – Code Division Multiple Access.
33
EXECUTIVE TRAINING
(TATA TELESERVICES LIMITED)
STRATEGY
In order to achieve the targets and tasks i.e. sale of CCBs & PTBs assigned during the Executive
Training, the following strategy was adopted-
A. For Sales:
Find the
shop
Which can
fulfill
The basic
requirem
ent
Crowd able Needs and
area Wants of
(Customer Potential
frequency) Customer
Give the
product
Location Knowledge,
generate lead
Service
level Follow up
Convert
34
In order to accomplish the other tasks assigned by the organization, I collected individual
responses during the process of sales. The data collected in this manner was utilized in judging
the customer-satisfaction level about the services provided by the organization. I also undertook a
comparative analysis about the quality of services provided by the major companies in the
telecom segment. Hence, the data was tabulated and analyzed to prepare an effective project-
report
35
01 October , 2009 TATA INDICOM Crosses 20 Million Subscribers Mark in the shortest
time amongst all telecom operators”
Starting with 5 circles in 2000, today Tata Indicom Pay Telephony Business has a
presence in 20 circles and more than 200towns
36
LEARNING
37
• Earned an Appreciation-Letter from the Cluster-Head for active participation in
Project “BANDHAN” (Join High Revenue customer) initiated by the
organization.
• Received a Certificate of Appreciation from the SIP Centre for good performance
during the Internship.
Change in plan of action: Initially, I made my sales calls on a random basis, which did not proved
to be effective. Therefore, I altered my plan of action. I started making calls in a more professional
manner by taking references from friends, Yellow Pages, Telephone Directories, leads provided by
our telecallers. Apart from this, I also started taking feedback from our customers on a regular
basis to assess my company’s image in the minds of the people.
Attendance/Learning
05-04-08 2
12-04-08 3
19-04-08 4 I was absent because on that day I went with my company guide
26-04-08 5
03-05-08 6
38
10-05-08 7
3. RESEARCH METHODOLOGY
39
“MARKET ANALTYSIS AND CUSTOMER SATISFACTION”
I have been assigned this project for 45 days as summer training report, which I
will attend from 10th June to 25th July 2010.
Primary objective:
To study the customer evaluation of TATA Indicom services at N.C.R. market.
Secondary objectives:
To find out the telecommunication users in the N.C.R. market.
To know the age and gender wise classification for usage of telecommunication facility.
To find out which all services have been tried by the respondents so far
To know the customer’s opinion about the competitors of TATA Indicom
To know the factors affecting the purchasing behavior of telecommunication customers.
To find out the attributes that affects the buying behavior of the TATA indicom service
To find the customer’s attitude towards TATA Indicom services
To find out the customer’s opinion about the hand set which provide by TATA Indicom.
To know the satisfaction level of recharge vouchers offered by the company.
To find the reasons for cancellation of TATA Indicom connection.
Primary Research
40
These data are raw material. They are the measurement observed and recorded as a
part of original study. They are original in character. The investigator or researcher
directly collects this data. The basic form of obtaining this data is by observing and
questioning.
The Primary data was a detailed interview schedule with the help of a detailed
questionnaire. The samples were drawn purposively from various areas for the
relevance of the study. Discussions were held with the general, branch manager and
executives of the company to design and execute the research
Secondary Research
They are not originally drawn by the researcher as fresh data. These are collected by
some other person for this purpose and published. These types of data can be collected
through various sources.
For this study the secondary data were collected from magazines ,journals ,
references and websites and manuals of the TATA Indicom.
ii) Secondary sources: -Where the data is obtained from some published
and printed sources such as newspaper, magazines, websites and so
on.
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b) Analyzing of collected data: - The data collected through market survey
and published sources is then processed to obtained necessary inferences
and findings for the purpose of achieving the objective as well as to derive
necessary conclusion. A considerable skill and knowledge is involved in
analyzing the data for the purpose of interpreting thereof.
c) Interpreting of data: - it is the significant step where the data collected and
analyzed is interpreted in the forms of graphs and figures is depicted in the
report called Project report.
There are two types questionnaire bing carried necessary for the market survey
of the summer training being undertaken and put for the by the trainee to the
sample people taken as a base for entire population:
42
3.5 Sample Size and method of selecting sample
There are two type of sampling – i) Random Sampling and ii) Systematic
sampling.
Sample size: The number of sample is 110 from N.C.R. city, which fulfills the
requirement. Each respondent is treated as a case of detailed analysis
Sampling design
43
3.6 SCOPE OF STUDY
The study gives the information about the telecom market
This will helps to identify the customer’s preferences and their complaints towards the
company.
The study will helps to the company for identifying the customer’s needs and wants.
3.7 LIMITATIONS
A mass availability of cell-phones and other communication facilities hinders the
sale of products like CCBs and PTBs.
People have pre-conceived notions about the services provided by the company especially
in terms of issues like connectivity, network quality etc.
An initial investment in purchasing the box for CCB Package prevents people from using
this facility.
All respondents can’t be expected to give their true feedback and views to the researcher,
considering the nature of the subject.
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4. FACTS AND FINDINGS
2. Majority of the customers had tried BSNL 55(60.5%) service and Airtel 31(34%).
3. According to the survey, the main elements of buying behavior of TATA Indicom
telecommunication service are :
100% of the respondents are considering coverage
39(43%) respondents are looking for offers
45
35 (38.5%) of them looking for the company brand image
28 (31%) looking for customer service of the company
20 (22%) respondents are noticing sales promotion like advertisement.
4. Majority (54%) of the respondents had tried TATA Indicom landline connection 39.6% of
them had tried Mobile connection, only 27.5% of the respondents were tried internet
facility.
5. 46.2% of the respondents are not at all satisfied with the recharge coupons offered by
TATA Indicom. 49 (53.9%) respondents are satisfied with the recharge coupons offered
by the TATA Indicom.
6. Since the customer service is low, most of them are 48 (52.8% )dissatisfied with the
after sales services of the company.
7. 55 (61%) are satisfied with the network coverage of the company,30 (33%) of them are
dissatisfied with the coverage,
9. Most of the customers are not getting the vouchers nearby stores
10. 45 or 50% of the customers are cancelled their landline connection ,41 (45.1%) of them
are cancelled or migrate their connection from postpaid to prepaid service, 24 (26.4 %)
of them are cancelled internet facility
46
62(69%) of the respondents are having hand set complaint.
Walky 29
Mobile 21
47
PRODUCT DETAIL
42%
WALKY
58% MOBILE
From above table it is found that most customer owning walky connection and it about
Around 58%. Customer taken walky because of its mobility.
And 42% respondent had mobile connection here benefit for customer is that they can
move any where and connected to another person.
DURATION PERCENTAGE
Less then 3 month 16
Less then 6 month 48
Less then 9 month 22
Less then 1 year 14
48
DURATION OF USING TATA TELE SERVICES
14% 16%
From the survey I found that 48% respondent used TATA Tele services less then 6 th
Month. And customer who used less then 3 Month face problem related to initial sales
related like wrong commitment by the sales executives and wrong scheme configured
by the executives and it 16%.
22% respondent used it less then 9 Month.
REASONS PERCENTAGE
Billing 27.58
Services 22.41
Network 15.51
Product 18.96
Competition 3.44
Personal 5.17
Initial sales
related 6.89
49
REASON FOR CHURNING Billing
7% Services
5%
28% Network
3%
Product
19%
Competition
Personal
22%
16%
Initial sales
related
Interpretation
From the above table it is found that customer facing problems with billing and services.
There is 28% respondent give reason for stop the services of TATA due to billing
related issue. 22% respondent were problems related to services and 19% respondent
were shown product as a reason for stop the services.
16% respondent was problem related to network as reason for churning.
PROBLEMS PERCENTAGE
Over charged 27.77
Free services charged 16.66
Not used but charged 22.22
Adjustment promised
not give 0
CUG issues 0
Chiller bills 0
Not receiving bills 33.33
50
Over charged
PROBLEMS RELATED TO BILLING
Interpretation
From the various respondent I found that 28% respondent shown billing as main reason
for stopping the services of TATA Indicom. They were give reason that the billing which
they received are over charged and it is about 28%.
33% respondent give reason that they are not receiving bill on time or getting late and
due that reason they were not able to pay the bill on time.22% &17% respondent fill that
they were getting bill which was may be not used but charged and free services
charged in there bill.
PROBLEMS PERCENTAGE
Credit limit issues 42.85
Wrongly Barred 0
Roaming services
unavailable 0
Complaint not 14.28
51
addressed
Phone never installed 0
Not able to access
internet 7.14
Handset servicing
related 21.42
Frequent collection calls 14.28
14%
Credit limit issues
Wronly barred
Interpretation
22% respondent give services as reason for stopping the services of TATA Indicom.
Form the survey I found that around 44% respondent face problem due to credit limit
issue. Most customer having their own business and they are not getting more credit on
certain amount of bill the service stopped by TATA indicom.
21% respondent were face problem related to handset servicing related.
In past 14% respondent faced problem due to complaint not addressed and frequent
collection calls from TATA Indicom
Q-6 what were the problems due to network related?
PROBLEMS
PERCENTAGE
52
Call drops 0
Call connecting time 0
Walky restriction 0
voice quality 11.11
coverage problems 44.44
Slow browsing speed 11.11
No incoming from
certain destination 33.33
Call drops
0% 11%
Call connecting time
33%
Walky restriction
Voice quality
Coverage problems
11%
No incoming from certain
destination
Interpretation
From the respondent 16% were problem due to network.
From the survey I found that 45% respondent shown coverage problem in there area
and for that reason they stop the service.
Around 33% respondent face problem of no incoming from certain destination.
PROBLEMS PERCENTAGE
Post paid to prepaid 0
53
migration
Wireless to mobile 15.38
Wireless to wire line 0
New tariff related 0
Change of number 0
Mobile to wireless 0
instrument related 84.61
PROBLEMS RELATED TO PRODUCT
Postpaid to prepaid
migration
0% Wireless to mobile
15%
0% Wilreless to wireline
Change of number
Mobile to wireless
85%
Instrument related
Interpretation
from survey I found that most customer were problem due to product and that is 19%.
mostly customer having problem due to instrument and that is like battery charging
repeatedly in everyday, hang up instrument some time, poor battery, software problem
or not able to access internet in certain instrument and it is about 85%.
54
Q-8 what were the problem due to competition related
PROBLEMS PERCENTAGE
Move to GSM 50
Move to BSNL 50
Move to Reliance 0
Better tariff plan 0
Better product offer 0
Services not offer by TATA
Indicom 0
COMPETITION RELATED
0%
PROBLEMS Move to GSM
0%
0% Move to BSNL
0% Move to Reliance
Interpretation
only 3% respondent stop the services of TATA due to competition.
50% respondent give reason that they move to GSM.
And rest respondent give reason they get better offer in BSNL.
55
Q-9 What were the problems due to personal?
PROBLEMS PERCENTAGE
No use 0
Moving out of circle 0
Company owned hand set
,moving job 33.33
instrument lost/damaged 0
Transfer of ownership 0
Tax related problems 0
Too many TTL lines 0
Taken for Temporary 33.33
Closing of business 33.33
No use
PROBLEMS RELATED TO PERSONAL
Moving out of circle
0%
Company owned hand
0% set,moving job
instrumet lost/damaged
33% 34%
Transfer of ownership
Interpretation
From the survey I found that 6% respondent having their personal problem and due to
that reason they stop the services.
56
33.33% respondent said that they are having company owned handset and they left the
job or move to another firm and they stop the services.
33.33 respondent said that they taken Telephone for temporary.
Q-10 what were the problem due to initial sales?
PROBLEMS PERCENTAGE
Gift promised as a dealer/Not
given 25
Wrong scheme configured 25
Choice number not given 0
Choice instrument not given 25
Wrong sales commitment 25
Deposit waiver committed 0
Purchase another TATA Indicom 0
25% 25%
Choice number not given
Interpretation
from the survey I also found that mostly customer stop the services due to wrong sales
commitment and initial sales related problems and it is about 4%.
57
Customer give the reason like gift promised as a dealer/ not given, wrong sales
commitment, wrong sales scheme configured, choice instrument not given and that is
25%.
PART 2
Q-1 Which kind of product did you have?
Walky 23
Mobile 27
PRODUCT DETAIL
WALKY
46% MOBILE
54%
Here from the above table I t is found that 54% respondent owning mobile connection of
TATA Tele I found that they get mobile connection at very low price.
46% respondent having walky connection and here they are getting the benefit of
various scheme which are not available at mobile connection.
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DURATION PERCENTAGE
More then 3 Month 14
More then 6 Month 26
More then 9 Month 32
More then 1 Year 28
From survey I found 28% customer uses the services more then 1 year and they give
some good respond toward TATA Tele.
32% respondent uses the services of TATA from more then 9 month and satisfied with
product which they have.
Respondent who uses the services more then 6 month is 26%.
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FACTORPERCENTAGE
Excellent 24
Good 20
Average 36
Poor 8
Worst 12
40% 36%
30%
PERCENTAGE
24%
20%
20%
12%
10% 8%
0%
Excellent Good Average Poor Worst
This question is based on the Likert Scale so at this question I give rank to all option
From the above table it found that 36% respondent said that they are satisfied with
services of billing is Average.
24% respondent said that the service of billing is Excellent.
And only 20% respondent said that the billing services Is Good.
FACTOR PERCENTAGE
charged only used call 30.27
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Not to charge on free service 23.25
CUG issues 0
Improvement in billing courier
service 46.51
IMPROVEMENT IN BILLING
SERVICE
Charged only
usedcall
Not ot charge on
30% free services
47%
CUG issues
Improvement in
billing courier
services
0% 23%
From the Research I found that most customer suggest there is requirement in
improvement in billing courier services and that is 46%.
It also found that around 31% said company should charged only on used call.
And from the survey I found customer around 23%said that not to charged on free
services.
FACTOR PERCENTAGE
Excellent 22
Good 30
61
Average 28
Poor 14
Worst 6
30%
30% 28%
25% 22%
20%
15% 14%
PERCENTAGE
10%
6%
5%
0%
Excellent Good Average Poor Wrost
30% respondent said that the services of TATA Indicom is good and satisfied with it.
And around 28% respondent satisfied with respect to services of TATA Indicom it is
Average.
22% respondent said that Services of TATA Indicom is Excellent
FACTOR PERCENTAGE
Increase the credit limit 30
Improve the complaint system 18
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Give access of inter net facility 12
Collection calls 24
Provide batter hand set 16
services
Provide roaming services 0
24%
Provide batter
handet service
Provode roaming
18% service
12%
on the basis of question it found that 30% respondent want there is requirement to
increase the credit limit in billing and from the respondent I found that they are mostly
doing there business.
From the respondent I also find that there is frequent collection for payment of bill and
that is 24%.
18% respondent said that there is requirement to improve in complaint handling system.
During survey I found that customer mostly face problem regarding handset services &
it about 16%.
FACTOR PERCENTAGE
Excellent 34
Good 28
63
Average 36
Poor 8
Worst 0
40% 36%
34%
30% 28%
20%
10% 8%
0%
0%
Excellent Good Average Poor Wrost
PERCENTAGE
From the above table it is found that 34% respondent said that network of TATA Indicom
is Excellent.
And 36% respondent said that the network is Average.
FACTOR PERCENTAGE
Voice quality 20.68
Calls drops 0
64
Call connection time 0
Solve the coverage problem 44.82
Increase the browsing speed 34.48
FACTOR PERCENTAGE
Excellent 16
Good 22
Average 20
Poor 18
Worst 24
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SATISFACTION WITH RESPECT TO
PRODUCT
It is from the above table it
found that 24% respondent
said that the product which
24% 16% they get from TATA is not
Excellent
good. And 18% respondent
Good
said that the product Poor in
22% Average quality.
18% Poor And only 22% respondent
20% replied that the product
Wrost which they own are Good.
FACTOR PE
Long life battery 48
More Games 0
Easy Feature 0
Software solution 17
Speaker phone 0
Facility instrument 10
IMPROVEMENT IN PRODUCT Double voice 23
long life battery
Facility instrument
0% 66
0% Double voice
17%
0%
suggest to improve in product battery because they are required to charge daily it is
49%.
I also found that 23% respondent facing problem double voice.
Respondent who own mobile they are mostly having the problem of software and it
17%.
Q-11 What are the service are you received from TATA Tele.
FACTOR PERCENTAGE
Information of new scheme 38.35
Billing information through SMS 21.51
Counseling Advisory 08.21
24*7 customer care 30.13
Information of new
31% scheme
39% Billing information
through SMS
Counseling advisory
8%
24*7Customer care
22%
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It is from the above table if found that most customer are getting the services of
information of new scheme and it is39%.
31% respondent said that they are getting the customer care facility.
From the survey I found that 22% respondent getting billing information through SMS.
Q-12 Have you registered any complain before & receive complain
Number?
YES 29
NO 21
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COMPLAIN REGISTERD BY CUSTOMER
42%
YES
NO
58%
Only 58% respondent had registered complaint before and 42% said that they never
registered and complain before.
FACTOR PERCENTAGE
Excellent 41.37
Good 27.58
Average 17.24
Poor 13.79
Worst 0
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SATISFACTION WITH RESPECT TO SOLUTION
14% 0%
Good
Average
Poor
28%
Wrost
person who had registered complain before they give answered to this question and it
found that 39% respondent getting Excellent solution on the basis of their complain.
27% respondent the solution which they get is Good.
6.SWOT ANALYSIS
On the basis of my experience working in the organization for the last ten days , the
following SWOT analysis has been accomplished.
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STRENGTHS
2. TATA group is working since last 157 years in India, company is utilizing its brand
name by providing outstanding and delightful service.
3. Today TTSL can claim itself to be the best service-provider in terms of network
development, voice-clarity and connectivity due to its efficient operations team.
WEAKNESSES
1. TTSL made a delayed entry into the telecom sector of India (1999-2000). As a
result, they faced a very stiff competition from the existing service-providers, both
public as well as private sector operators. Hence, till date, it is finding it very
difficult to a gain reasonable space for itself in the market.
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2. TTSL depends on their distribution management to sell the certain product or
service.
3 The marketing and brand development efforts made by TTSL have not been
optimum. Due to their inefficient marketing campaign and advertising strategies, the
desired level of awareness has not been created in the minds of the consumers.
OPPURTUNITIES
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2. TTSL should reduce the lent hog its distribution chain so that it can retain the entire
profit.
3. The organization can also enhance its presence in the non-POI (Point of Interface)
areas.
THREATS
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2. They do not update its exiting strategies at require period .
3. As they do not have the desired level of control over their value-chain, the brand-
value may get depreciated in the coming years.
4. Due to their in optimum presence in the rural areas, TTSL might loose on the
opportunities existing there.
7.CONCLUSION
Summer training is a best example for a trainee to learn about the company
working, corporate culture under which is operating the functions. Tata tele
74
services is a tatatele services company under which I gained a significant
knowledge with respect to tatatele services , its importance and applicability as
well as undertook the task to recruit capable advisors which is conducive for the
company to grow with more prosperity. What I taught in the management
institute utilized them fruitfully leading to the best advantage to the company
and to the best experience for mine.
At far I can conclude that tata tele services is a noble service which is very
important for every citizen to learn and realize its importance because this is the
only source which can remain the status where one is with the family bread
earner and ever when he is not.
With the growing financial sector I would like to opt this industry for my future
career advancement and as an opportunity to service this industry.
Following are suggestions made for the benefits and augmentation of the sound
working of the company – . tata tele services
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1. Need to train and develop tata tele services agents with more
comprehensive knowledge and skills to counter every queries of the
customer.
2. It is suggested that company should not left any stone unturned towards
sound advertisement and promotional measures on every section
whether it is printed, media or air via radio.
9.ANNEXURE
Name: - ……………………………………………………………
Age:- ……………………………………………………………
76
Location: - ……………………………………………………………
Occupation: -……………………………………………………………
c) Both
Q.2. Do you think tata tele services is essential for every one?
a) Yes
b) No
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Q.3. What is your qualification?
a) Post graduate
b) Graduate
c) Senior secondary
b) 25 – 35 age group
c) 35 – 45 age group
a) Low employment
c) Low status
Q.6. Would you like to know about a career in tata tele services where you can
fulfill every desire of your life?
a) Yes
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b) No
Q.7 Do you perceive that tata tele services business is a noble service oriented
business?
a) Yes
b) No
Q.8. Would you like to become or opt for tata tele services under esteemed and
prospering organization tata tele services ?
a) Yes
b) No
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Q.9. Do you agree that the tata tele services business is a growing industry
and will grow and rapid pace in future?
a) Yes
b) No
Q.10. Do you favor the privatization of tata tele services by the Government
where a significant number of companies now in the market for tata tele
services to the customers with the alliance of multinationals?
a) Yes
b) No
Suggestions: -
1. ……………………………………………………………
2. ……………………………………………………………
3. ……………………………………………………………
4. ……………………………………………………………
……………………………………………………………
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10.BIBLIOGRAPHY
BOOKS:
MAGAZINES:
India Today
Business World
REFERENCES
WEBSITES
www.businessconnect.com
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