APROJECT REPORT

ON

“MARKET SURVEY&

PRODUCT PROMOTION”IN

“RELIANCE COMMUNICATIONS”

Submitted to Punjab Technical University in the partial fulfillment of the

requirement for the degree of

Master of Business Administration

Submitted to: Submitted by:Ms. Shweta Sharma Guljar SinghH.O.D (Mgt.) Roll. No:1275555Add. Dean MBA 4th Sem. Planning & Admin

UNIVERSAL BUSINESS SCHOOLPUNJAB TECHNICAL UNIVERSITY, JALANDHAR

ACKNOWLEDGEMENT

I wish to express my gratitude to Reliance Communication. Management for giving me

an opportunity to be a part of their esteem organization and enhance my knowledge by

granting permission to do research project under their guidance.

The learning during the project was immense & invaluable. My work basically included

the study of various ways for developing marketing strategies for the company . The

present report is an amalgamation of my thoughts and my effort you study the various ways

of developing the marketing strategies for the company. Further a detailed study has been

done in order to suggest the feasible strategies that would enhance its market share.

The acknowledgment would not be complete without expressing my indebtedness to my

faculty guide of this project MS GAGANDEEP KAUR who guided us in this project and

was the constant source of reference for us and showed full interest at each and every step

of our project.

2

PREFACE

“Learning categorizes you and practicing on that learning specializes you”. Theoretical

concepts taught and discussed in the classroom prove useful if they have to remain

relevant. Practice orientation of management student is must generating competence to

deal with issues at grass root level it is for this reason that project study is prescribed as a

part of syllabus for MBA Degree in Punjab.

Research Project is the bridge for a student that takes him from his theoretical knowledge

world to practical industry world. The main purpose of it is to expose for industrial and

business environment, which cannot be possible in the classroom.

The advantages of this sort of integration, which promotes guided to corporate culture,

functional, social and norms along with formal teaching are numerous. Project Report is

business organization in fuse among student a sense of critical analysis of the real

managerial situation to which they are exposed. This gins them an opportunity to apply

their conceptual theoretical & imaginative skills in a real life situations and to evaluate

the results there of.

The objective is to provide a deep insight into practical aspects of the functioning of the

organization. The train apprises the student to the actual function, responsibility and

problem faced by an organization. It provides him with the knowledge of the various

kind of problem that crop up in the day to day functioning of the organization .The way

they are solved by the departments and appraisal of the crucial decision taken by the

manager at the crucial time.

DECLARATION

I GULJAR SINGH, Roll No127555 do hereby declare that Research Report

Submitted to Punjab Technical University, in partial fulfilment of M.B.A on

“MARKET SURVEY & PRODUCT PROMOTION IN RELIANCE

COMMUNICATIONS” is the result of my own work. I have not submitted

this training report to any other university for the award of degree.

Signature of Student

GULJAR SINGH

4

TABLE OF CONTENTS

Acknowledgement

Preface

Declaration

List of tables

List of Graphs

CHAPTER No. CHAPTER NAME PAGE NO:

Chapter-1 Introduction

Chapter-2 Review of literature

Chapter-3 Research Methodology

1.1 Research design

1.2 Objectives of the study

1.3 Scope of the study

1.4 Data collection

1.5 Limitations

Chapter-4 Analysis & Interpretations

Chapter-5 Conclusion & Recommendations

Bibliography

Annexure

LIST OF TABLESTable. No: Table Name Page No:

6

LIST OF GRAPHSGraph. No: Graph Name Page No:

CHATER 1

INTRODUCTION

8

INTRODUCTION

“Think big, think fast, think ahead.Ideas are no one’s monopoly.”

- Dhirubhai H. Ambani

ABOUT THE COMPANY

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group

(ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock

Exchange, it is India’s leading integrated telecommunication company with over 35

million customers.

Our business encompasses a complete range of telecom services covering mobile and

fixed line telephony. It includes broadband, national and international long distance

services and data services along with an exhaustive range of value-added services and

applications. Our constant endeavor is to achieve customer delight by enhancing the

productivity of the enterprises and individuals we serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002,

coinciding with the joyous occasion of the late Dhirubhai Ambani’s 70th birthday, was

among the initial initiatives of Reliance Communications. It marked the auspicious

beginning of Dhirubhai’s dream of ushering in a digital revolution in India. Today, we

can proudly claim that we were instrumental in harnessing the true power of information

and communication, by bestowing it in the hands of the common man at affordable rates.

We endeavor to further extend our efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of society.

EXECUTIVE SUMMARY

Board of Directors Mr. Anil D. Ambani - Chairman

Mr. Ramachandran

Mr.S.P. Talwar

Mr. Deepak Shourie

Mr. A.K.Purwar

Company Secretary & Manager

Mr.Hasit Shukla

Auditors M/s. Chaturvedi & Shah M/s. BSR & Co.

10

WIRELESS NETWORK ININDIA

Urban Population- 97% Rural Population-42% National Highways-50% Rail Lines- 58% Census Towns-3,381 Non-census Towns/villages-

RELIANCE GROUP

Reliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by

Shri Dhirubhai H Ambani (1932-2002), ranks among India’s top three private sector

business houses in terms of net worth. The group has business interests that range from

telecommunications (Reliance Communications Limited) to financial services (Reliance

Capital Ltd) and the generation and distribution of power (Reliance Energy Ltd).

Reliance – ADA Group’s flagship company, Reliance Communications, is India's largest

private sector information and Communications Company, with over 30 million

subscribers. It has established a pan-India, high-capacity, integrated (wireless and wire

line), convergent (voice, data and video) digital network, to offer services spanning the

entire infocomm value chain.

Other major group companies — Reliance Capital and Reliance Energy — are widely

acknowledged as the market leaders in their respective areas of operation.

12

AWARDS & RECOGNITION

2014

January 12International wholesale telecommunications service provider, FLAG Telecom

amalgamates with Reliance Gateway, a wholly owned subsidiary of Reliance Infocomm

February 9Launches RIM Prepaid with attractive offer - For Rs 3500 get a Motorola C131 mobile phone and Rs 3240 worth of re- charge vouchers instantly and stay connected for 1 year

February 17Reliance subsidiary Flag Telecom announces FALCON Project - a major new Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong Kong via

India

2013January 04

Reliance introduces first e-recharge facility in CDMA in India.

January 24Reliance India Mobile announces mega rural plan to cover 4 lakh villages and 65 crore

Indians by December 2012.

June 26Anil Ambani appointed Chairman of Reliance Infocomm

July 30Air Deccan and Reliance Web World join hands to offer air ticket booking facility at

Reliance Web World.

August 18Reliance Infocomm rolls out international roaming facility across several countries to

become the first Indian CDMA operator to offer its customers such a service.

September 21Apollo Hospital and Reliance Infocomm join hands to provide top class healthcare

service to millions of Indians in over a hundred Indian cities.

December 12Reliance Infocomm and China Telecom sign agreement for telecom services to provide direct telecommunication service, including a global hubbing service, to subscribers in

the two countries.

2012January 01

Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance India Mobile prepaid users to call anywhere in India at Re one per minute.

March 06Reliance Communications Ventures Ltd. (RCVL), India's leading integrated

telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani group, lists on the Bombay Stock Exchange and National Stock Exchange.

June 22Reliance Communications ties up with Disney to offer on Reliance Mobile World India's

first 3D animation on mobile.

November 17 Reliance Communications launches Free Group Term Life Cover for its CDMA

subscribersDecember 28

Reliance Communications’ FLAG Telecom announces FLAG Next Gen to cover 60 countries

2011January 10

Reliance Communications adds a record 1.0 million subscribers in December 11

January 18 Say Hello on Reliance ‘Simply 2030’

January 30 Reliance joins Lenovo and Intel for "Internet on the Move"

February 2 Reliance Communications’ market capitalization tops Rs 1. lakh crore ( 1 trillion rupees

or 24.39 billion US dollars) on Bombay Stock Exchange

14

February 16 Reliance Communications offers best value on roaming

March 23 Govt’s Rural Telephone Scheme(RDEL)through Reliance Communications successfully

closes by March 31,2012

April 6 Reliance Communications acquires 1.2 million subscribers in March 2012.

May 2 A Classic Bonanza – Reliance Communications unveils handsets @ Rs 777

May 10 Reliance sets a new record, one million Classic handsets sold in just one week

May 14 Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs 1234

June 6 Reliance Communications adds 1.4 million new mobile subscribers in May2012

June 6 Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888

MISSION

Excellence in Communication initiatives

To attain global best practices and become a world-class communication service

provider – guided by its purpose to move towards greater degree of sophistication and

maturity.

To work with vigour, dedication and innovation to achieve excellence in service,

quality, reliability, safety and customer care as the ultimate goal.

To earn the trust and confidence of all stakeholders, exceeding their expectations

and make the Company a respected household name.

To consistently achieve high growth with the highest levels of productivity.

To be a technology driven, efficient and financially sound organization.

To contribute towards community development and nation building.

To be a responsible corporate citizen nurturing human values and concern for

society, the environment and above all, the people.

To promote a work culture that fosters individual growth, team spirit and

creativity to overcome challenges and attain goals.

To encourage ideas, talent and value systems.

To uphold the guiding principles of trust, integrity and transparency in all aspects

of interactions and dealings.

VISION

16

“We will leverage our strengths to execute complex global-scale projects to

facilitate leading-edge information and communication services affordable to all

individual consumers and businesses in India.

We will offer unparalleled value to create customer delight and enhance business

productivity.

We will also generate value for our capabilities beyond Indian borders and enable

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

PRODUCT

DEFINITION:

“A product is a bundle of physical service and symbolical particulars expected to yield

satisfaction benefits to the buyers”.

(Phillip Kotler)

“A product is a complex of tangible and intangible attributers, including packaging,

colors, price, manufacture and retailer’s service which the buyer may accept as offering

satisfaction of wants of needs.”

(William J

Stanton)

RELIANCE NETCONNECT USB MODEM

Features:

Connectivity:

Wireless internet access across 5300 towns and 3 lakh villages.

Internet browsing and download speed upto 153.6 kbps.

Compatible with Windows 2000 and Windows XP.

Voice and SMS Compatible:

Make and receive voice calls

Send and receive SMS upto 1000 characters

Store 1000 contacts in your phone book

Specifications:

18

Item Description

Protocol CDMA2000 1X RTT

working frequency 824MHz ~ 849MHz/869MHz ~ 894MHz Uplink/Downlink

Dimensions 84 mm (D) x 42 mm (W) x 12 mm (H)

Weight About 32 g

Receiver sensitivity Better than -104dBm

Power consumption ≤1.5W

Power supply 5V/500ma, from USB

RELIANCE NET CONNECT DATA CARD

Features - Uninterrupted high-speed wireless Internet connectivity, across 10000 towns, 3

lakh villages and growing.

Better surfing speeds, with download speeds up to 144 kbps.

High download speed of heavy email attachments

One-time installation of the dial-up software without the need to change the dial-

up configuration.

Hassle-free connection

o Connect instantly (No line busy / waiting tone)

o Easy to remember username / password (your phone / card number)

Enables a user to surf the Internet without being tied down to a landline from any

location — your bedroom, drawing room, hotel room, office, outdoors or on the move in

a car, train or bus.

The network advantage

This remarkable service virtually converts the whole of India into a wireless hot spot.

20

10000 towns and cities and 300,000 villages On highways, rail routes, airport lounges and remote locations

The plan advantage The tariff is inclusive of all charges (the ISP charge as well as the Telecom

connectivity charge).

No need for an external or internal modem.

No need for an ISP account.

No need for a separate landline connection.

One free e-mail account (with a 10 MB mailbox) and 2 MB of web space 

A choice of prepaid and postpaid options to suit your usage needs

Use of data cards to make voice calls and send SMS

RELIANCE POSTPAIDSFIXED WIRELESS PHONES

Current models

CLASSIC 2208

CLASIC WP 820

22

LG LSP 410

CLASSIC WP 829

RELIANCE MOBILES

PDA color phoneCurrent handset models

24

Reliance Hello Postpaid Plans

Plans-Need .

High STD calls

High local fixed calls

High local mobile calls

High on net

Special

onesOne

Ind

Simply203

Plan 15

local29

Plan50

Hello

125

Mobile299

Plan

600

PlAn

100

Plan1500

Monthly

rental

180 130 150

299

500

125 299 600 1000

1500

Clip 0 0 50 0 0 0 0 0 0 0

Free usage

50 0 35 0 470

0 150 600Onnet

975 1525

On net

pack

225 225 175

125

75 225 125 N.A.

75 75

On net

0.40

1.20 0.40

0.50

0.37

0.40

0.40 0.33

0.30

0.30Local other GSM

1.00

1.20 1.60

0.50

1.47

0.40

0.40 1.47

1.33

1.20

Fixed 1.00

1.20 0.40

0.50

0.37

1.20

1.20 0.37

0.33

0.30Intra circle (Rs./min.)

On net

0.40

1.20 0.40

0.50

0.37

0.40

0.40 0.30

0.33

0.30

Other GSM

1.00

1.20 1.60

1.20

1.47

0.40

0.40 1.47

1.33

1.20

Fixed 1.00

1.20 1.20

1.20

1.10

1.20

1.20 1.10

1.00

0.90

Inter circle (Rs./min.)

On net

0.40

1.20 2.40

2.40

2.20

2.40

2.40 0.30

2.00

1.80

Other GSM

I

1.00

1.20 2.40

2.40

2.20

2.40

2.40 2.20

2.00

1.80

Fixed 1.00

1.20 2.40

2.40

2.20

2.40

2.40 2.20

2.00

1.80

Plan one India offers lowest call rate of 0.40p/min on Reliance hello to Reliance hello.

26

HELLO PACKS

SMS Pack-

Get unlimited on net SMS anywhere in India +Rs. 25 worth off net SMS in just Rs.50

only

STD Pack-

Call any phone in India for Rs. 1/min. on rental just Rs. 99/month only

Night Pack-

Call any Reliance phone in Mahrashtra and Goa and Mumbai free between 11 pm to 7

am on rent Rs. 99/month

HANDSET PROPOSITIONS

Get Rs.2400 intra circle on net talk time free

Free intra circle on net talk time-Rs.100 per month for 24 months

Applicable on –

Plan 150, plan 290, plan 500, plan 1000, plan 1500, plan 125, plan local 299, plan

mobile 299, plan one India 225, plan one India 225.

PLANS FOR RELIANCE MOBILES

POSTPAIDS

These are divided into three level of plans Entry level plans Mid level plans High level plans

ENTRY LEVEL PLANS

PLAN TYPE ENTRY PLANSP 149

NJ 199

SOHO

NJ 199

INDIA

CHAT&

PLAYMONTHLY RENTAL 124 199 199 199

CLIP & PLAN CHARGES 25 - - -TOTAL MONTHLY

COMMITMENT149 199 199 199

FREE INTRA CIRCLE TALK TIME

- 150 199 -

CALL RATES WITH IN M&G (Rs./Min.)TO ALL RELIANCE PHONE 0.50 0.50 1.20 1.2/0*

TO OTHER MOBILES 0.50 0.50 1.20 1.2/0.5*TO LANDLINE 1.00 1.00 1.20 1.2/0.5*

STD RATES REST OF INDIA (Rs./Min.)TO ALL RELIANCE PHONE 2.00 2.49 2.40 2.40

TO OTHER PHONES 2.00 2.49 2.40 2.40

MID LEVEL PLANS

28

PLAN TYPE MID LEVEL PLANRIO 299 RIO 399 NJ 299

SOHOMONTHLY RENTAL 299 399 299

CLIP & PLAN CHARGES - - --TOTAL MONTHLY

COMMITMENT299 399 299

FREE INTRA CIRCLE TALK TIME

- - 100

CALL RATES WITH IN M&G (Rs./Min.)TO ALL RELIANCE PHONE 0.40 0.40 0.50

TO OTHER MOBILES 1.00 1.00 0.50TO LANDLINE 1.00 1.00 1.00

STD RATES REST OF INDIA (Rs./Min.)TO ALL RELIANCE PHONE 1.00 0.40 1.50

TO OTHER PHONES 1.00 1.00 1.50

INDIA ROAM FREE PLANS

Roaming tariff for mobile roam free plansIndia Roam Free

Plan 390 Plan 990

Local out going calls while roaming

To Reliance/others

40p/Rs. 1 50p

STD out going calls All phone call rate

1.00 1.00

Incoming Free incoming talktime

1.00 1.00

HIGH LEVEL PLANS

PLAN TYPE MID LEVEL PLANNJ 399 NJ 499

MONTHLY RENTAL 399 499CLIP & PLAN CHARGES 50 50

TOTAL MONTHLY COMMITMENT

449 549

FREE INTRA CIRCLE TALK TIME

- -

CALL RATES WITH IN M&G (Rs./Min.)TO ALL RELIANCE PHONE 0.40 0.40

TO OTHER MOBILES 0.85 0.75TO LANDLINE 0.85 0.75

STD RATES REST OF INDIA (Rs./Min.)TO ALL RELIANCE PHONE 0.85 0.75

TO OTHER PHONES 0.85 0.75

Unlimited Reliance Mobile Calling Pack-

Call any Reliance mobile on rental of Rs. 375 per month Pack is available with all plans Only for Reliance mobile calls in Maharashtra & Goa This pack will not be applicable while roaming

RELIANCE NETCONNECT TARIFF PLANS FOR DATA

CARD & USB MODEM

30

1. Time Based Plans2. Data Based Plans

Time Based Plans

Post paid plans

Freedom@ night

Swift 40

Swift72

Swift100

Swift180

Internet TariffMonthly charge

400 400 650 900 1500

Bundled hours/monthPeak hours

(6 am to 10 pm)

Rs.50p/min.

20 hours 36 hours 50 hours 90 hours

Off peak hours

(10 pm to 6 am)

Unlimited 20 hours 36 hours 50 hours 90 hours

Additional usage rate

N.A. Rs.50p/min.

Rs.50p/min.

Rs.50p/min.

Rs.50p/min.

Free E-mail

account

10 MB 10 MB 10 MB 10 MB 10 MB

Free web space

2 MB 2 MB 2 MB 2 MB 2 MB

Voice & SMS TariffFree

SMS/month

Nil Nil 100 permonth

100 permonth

100 permonth

Data Based Plans

Post paid plans Freedom Freedom Plus PlatinumInternet Tariff

Monthly charge 650 900 1500Bundled data

Exchange/month1 GB 1.5 GB Unlimited

Additional usage rate Rs. 2/MB Rs. 2/MB N.A.Free E-mail account 10 MB 10 MB 10 MB

Free web space 2 MB 2 MB 2 MBVoice & SMS Tariff

Free SMS/month 100 100 100

Chapter-2: LITERATURE REVIEW

Chapter -2: Literature Review

32

2.1.1: STUDIES RELATED TO GROWTH AND DEVELOPMENTS IN INDIAN

TELECOM SECTOR

Muller in his a research focuses that the success of the mobile commerce can be

attributed to the personal nature of wireless devices. Adding to this are its unique features

of voice and data transmission and distinct features like localization, feasibility and

convenience. The sustained growth of the mobile commerce around the world has been

more because of the transfer of technology according to the needs of local geography.

National Telecom Policy projected a target 75 million telephone lines by the year and

175 million telephone lines by has been set. Indian telecom sector has already achieved

100 million lines. With over 100 million telephone connections and an annual turnover of

Rs. 61,000 crores, our present teledensity is around 9.1%. The growth of Indian telecom

network has been over 30% consistently during last 5 years. According to Wellenius and

Stern information is regarded today as a fundamental factor of production, alongside

capital and labor. The information economy accounted for one-third to one-half of gross

domestic product (GDP) and of employment in Organization for Economic Cooperation

and Development (OECD) countries in the 1980s and is expected to reach 60 percent for

the European Community in the year. Information also accounts for a substantial

proportion of GDP in the newly industrialized economies and the modern sectors of

developing countries. Videsh Sanchar Nigam Limited (VSNL) 16th Annual Report.

India like many other countries has adopted a gradual approach to telecom sector reform

through selective privatization and managed competition in different segments of the

telecom sector. India introduced private competition in value-added services in 1992

followed by opening up of cellular and basic services for local area to competition.

Competition was also introduced in National Long Distance (NLD) and International

Long

Distance (ILD) at the start of the current decade. World Telecommunication

Development Report explains that network expression in India was accompanied by an

increase in productivity of telecom staff measured in terms of ratio of number of main

lines in 69 operation to total number of staff.

Indian Telecommunication Statistics in its study showed the long run trend in supply and

demand of Direct Exchange Lines (DEL). Potential demand for telecom services is much

more than its supply. In eventful decade of sect oral reforms, there has been significant

growth in supply of DEL.

Economic Survey, Government of India (2012-2013) has mentioned two very important

goals of telecom sector as delivering low-cost telephony to the largest number of

individuals and delivering low cost high speed computer networking to the largest

number of firms. The number of phone lines per 100 persons of the population which is

called teledensity, has improved rapidly from 43.6 in March 2012 to 4.9 in December

2013. Adam Braff, Passmore and Simpson focus those telecom service providers even in

United States face a sea of troubles. The outlook for US wireless carriers is challenging.

They can no longer grow by acquiring new customers; in fact, their new customers are

likely to be migrated from other carriers. Indeed, churning will account for as much as

80% of new customers in 2013. At the same time, the carrier‟s Average Revenue per

User (ARPU) is falling because customers have. Dutt and Sundram studied that in order

to boost communication for business, new modes of communication are now being

introduced in various cities of the country. Cellular Mobile Phones, Radio Paging, E-

mail, Voice-mail, Video, Text and Video-Conferencing now operational in many cities,

are a boon to business and industry. Value- added hi-tech services, access to Internet and

Introduction of Integrated Service Digital Network are 70 being introduced in various

places in the country.

34

CHAPTER – 3

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

Methodology in the applied sense refers to various methods used by the researcher right

from data collection and various techniques used for the same for interpretation and

inference. Methods and techniques are often used synonymously in research literature.

Research methodology is what must be done, how it will be done, what data will be

needed, what data gathering will be employed, how sources of data will be selected and

how the data will be analyzed and conclusions reached. When we talk of research

methodology we not only talk of the research methods but also consider the logic behind

the methods we use in the context of our research study and explain why we are using a

particular method or technique and why we are not using others so that research results

are capable of being evaluated either by the researcher himself or by others.

1.1 Research Design

Research design is the first and foremost step in methodology adopted and

undertaking research study. It is overall plan for the collection and analysis of data in the

research project. Thus it is an organized, systematic approach to be the formulation,

implementation and control of research project.

In fact a well planned and well balanced research design guards against collection of

irrelevant data and achieves the result in the best possible way.

Types of research design:

1. Exploratory research

2. Descriptive research

3. Causal research

For this kind of research we will proceed with exploratory research.

Exploratory research:

The major emphasis in exploratory research is on converting broad, vague problem

statements into small, precise sub-problem statements, which is done in order to formulate

36

specific hypothesis. The hypothesis is a statement that specifies, “How two or more

variables are related?”

Under some circumstances is exploratory study ideal.

To gain an insight into the problem.

To generate new product ideas.

To list all possibilities. Among the several possibilities, we need to prioritize the

possibilities which seem likely.

To develop hypothesis occasionally.

To establish priorities so that further research can be conducted.

In general, exploratory research is appropriate to any problem about which very

little is known. This research is the foundation for any future study.

Characteristics of Exploratory Research:

Exploratory research is flexible and very versatile.

For data collection structured forms are not used.

Experimentation is not a requirement.

Cost incurred to conduct study is low.

This type of research allows very wide exploration of views.

Research is interactive in capture and also it is open ended.

Exploratory Research Methods:

The quickest and the cheapest way to formulate a hypothesis in exploratory

research are by using any of the three methods:

Literature search

Experience survey

Focus group

IMPORTANCE OF THE RESEARCH

Significance of research and research leads to invention. Following facts highlight the importance of the research.

(1) Research facilitates logical or scientific thinking process which leads towards flow less strategy formulation.

(2) It facilitates identification of ‘trends’ which ultimately responsible in marketing opportunities.

(3) Decision making becomes easier for well researched phenomenon.

(4) Research is important in solving various operational and planning problems of business and industry.

(5) It helps understanding perception of the employees about the training and accordingly designs the training process.

Objectives of the Study:

To attain global best practices and become a world-class utility.

To provide uninterrupted, affordable, quality, reliable and clean power to

millions of customers.

To achieve excellence in service, quality, reliability, safety and customer

care.

To work with vigor, dedication and innovation, with total customer care as

the ultimate goal.

To consistently achieve high growth with the highest levels of

productivity.

38

Data Collection

I. Secondary Research

a) Internal secondary data Data from the company itself which the company already has.

b) External secondary data Data from the magazines and news papers,

II. Survey Research

a)Telephone interviews Collection of information from respondents via telephone

b) Mail interviews Collection of information from respondents via mail or similar techniques

c) Personal interviews

Home interviews Intercept interviews

Collection of information in a face-to-face situation.Personal interviews in the respondent’s home or officePersonal interviews in a central location, generally a shopping mall

III. Field experiments Manipulation of the independent variable(s) in a natural situation.

Limitations of the Study

The period of the study is limited to data of 5 years.

The study is based on the secondary data provided by the company

It is difficult to judge the financial performance with the said ratios

Both managers and employees are not ready to fully reveal the data required for the project

and the document of the company are not open for the public scrutiny

The time period was limited to 10 weeks which is not sufficient to have a complete study.

40

RESEARCH AND FINDINGS

There are many types of the research like Descriptive, Analytical, Basic, Applied,

Qualitative, Quantitative, and Conceptual. I have chosen the field of Asthana tower,

reliance communication .

Descriptive Research:In this type of research I have collected data by observation, by mailing to the companies

or to the key decision maker, by going to the company with the appointment with the key

decision maker and ask employees about training produres in the Reliance

Communication .

Analytical Research:I also have collected data from already available information. I got the information from

the newspapers with the help of that information (phone no.) I used to take appointment

with the concerned person and. In this research correlation technique is used to analyze

the data.

Basic or Pure Research:Visiting to the company to company I have got many people who are not satisfied with

the services of RCIL. This enhance my ability of dealing with the people and make them

satisfied.

Applied Research:The research which has immediate commercial potential is called applied research.

Applied research can further be classified as problem oriented and problem solving

research.

Problem Oriented Research – During the research I have met with many people who are having many problems

regarding the connections, poor network, poor services and many other problems. Most

of the customers are saying about the billing procedure they have big problem with the

collection of the bills so that makes the satisfaction level of the customers down.

Problem solving Research – RCIL is facing the main problem about the network and the billing of postpaid

connections users because there is no collection centre near by the area which I have

visited that is why the company is not getting good business from the particular area.

Quantitative Research:I have visited about 350 companies and I have got different result from them 80% of the

people listened to me, 20% of the people did not listen me, the sales results were very

low.

Conceptual Research:Many of the people want to pay the bill at the place which should be near to them and

safe also.

AREAS SURVEYED

In my project time I have visited in many areas in Pune so here is the information about the company which I have collected from them.-

Areas Surveyed:-

procedure

Pimpari

MIDC Bhosari

MIDC Chichwad

Indrayani nagar

Alandi

MIDC Landewari

42

OBSERVATIONS-

The schemes of RELIANCE COMMUNICATION are better in comparison to

other.

RELIANCE COMMUNICATION CDMA has a facility of Auto Roaming.

Better Internet plan compare to other.

Better roaming plan.

RELIANCE COMMUNICATION have strong customer segment in corporate.

Lacking in promotional activity.

“billing problem”

Strong scheme for postpaid plan.

Classic which is new mobile manufacturer for RELIANCE have to face many

problems related to mobile set.

GRAPHICAL REPRESENRATIONOF THE AREAS VISITED

OBSERVATIONS-

In CHINCHWAD area mostly people believe on BSNL because they get some good

facilities there and they don’t want to change their mindsets about BSNL .They are having

an collection center of BSNL in chinchwad so this is very easy to themto pay the bills but

Reliance have their web world in PIMPRI and that is too far from there and no regular

collection of bills so Reliance needs to think about that.

OBSERVATIONS-

In PIMPRI there is a big competition. There are many collection centers there Reliance, Airtel, Hutch are there but Reliance is doing well there.

OBSERVATIONS-

In BHOSARI people need CUG connections most and for that they prefer Idea and Airtel

because they are also having good call rates for STD calls in CUG plans.

For non CUG plans they prefer BSNL because they are getting broadband connection on

low rates also.

OBSERVATIONS-

In MIDC CHINCHWAD Reliance is doing good business and paople want some new plans and good handsets in the market.

OBSERVATIONS-

In INDRAYANI NAGAR industrial area the main problem is related with the billing.There is no collection cernter here they are in PIMPRI & NIGDI and the distance is 5 km from here.

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OBSERVATIONS-

ALANDI is very far from the main roads NASHIK highway is 8 km away from here so very difficult to reach there and in MARKEL (place away from Alandi) there is no good coverage.

OBSERVATIONS-

It is situated on old Bombey-Pune highway so there is good coverage and Reliance post paid is doing good here.

PROMOTIONAL WORK

Sales promotion is one of the four aspects of promotional mix. (The other three parts of

the promotional mix are advertising, personal selling, and publicity/public relations.) Sales

promotions are non-personal promotional efforts that are designed to have an immediate

impact on sales. Media and non-media marketing communications are employed for a pre-

determined limited time to increase consumer demand, stimulate market demand or

improve product availability. Examples include:

coupons

discounts and sales, including Blue Cross Sale

contests

point of purchase displays

rebates

free samples (in the case of food items)

gifts and incentive items

free travel, such as free flights

Sales promotions can be directed at the customer, sales staff, or distribution channel

members (such as retailers). Sales promotions targeted at the consumer are called

consumer sales promotions. Sales promotions targeted at retailers and wholesale are

called trade sales promotions. Some sale promotions, particularly ones with unusual

methods, are considered gimmick by many.

Under sales promotion I have done a survey for the web world franchisee and for that I

have visited some areas which are as follows-

F.C.ROAD

J.M.ROAD

BHANDARKAR ROAD

KARVE ROAD

M.G.ROAD

BOOTEE STREET

EAST STREET

VIMAN NAGAR

KALYANI NAGAR

KOREGAON PARK

I have distributed the pamplates, door to door or company to company selling, and have

putted stalls in the HCL carnival on F.C. road in hotel ASHISH PLAZA for two days

also.

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Top companies in respective services and products segment during (2012-13)

SERVICES (OVERALL)

Rank COMPANIES Revenue( Rs.

Crore)

1 BSNL 40,135

2 BHARTI AIRTEL 17,888

3 RELIANCE 14,468

4 HUTCHISON ESSAR 10,565

5 VSNL 8,857

CELLULAR:

Rank COMPANIES Revenue( Rs. Crore)

1 Bharti AirTel 13,4312 Reliance 10,7283 Hutchison 10,5654 BSNL 9,4005 Idea Cellular 4,335

FIXED:

Rank

COMPANIES Revenue( Rs.

Crore)

1 BSNL 21,0202 MTNL 4,1163 BHARTI AIRTEL 1,6934 TTSL 1,5845 TTML 924

INTERNET AND BROADBAND:

Rank COMPANIES SUBSCRIBERS

(LAKH)

1 BSNL 40.92 MTNL 17.83 SIFY 8.24 BHARTI AIRTEL 6.85 RELIANCE 6.6

ILD:

Rank COMPANIES Revenue( Rs. Crore)

1 VSNL 7,6482 RELIANCE 2,110

3 BHARTI AIRTEL 1,2404 AT&T 1765 C&W 88

NLD:

Rank COMPANIES Revenue( Rs. Crore)

1 BSNL 4,6652 BHARTI 1,0353 RELIANCE 6354 VSNL 5055 RAILTEL 116

INDIAN SERVICE INDUSTRY (FY 12-13):

CATEGORIES Revenue (Rs. Crore) Growth (in %)FY 11-12 FY 12-13

Fixed Line 34,161 30,190 -11.6Cellular 35,994 56,183 56.1NLD 9,015 7,186 -20.3ILD 7,251 11,056 58.7Internet & Broadband 1,620 2,040 26VSAT 443 540 21.9Radio Trunking 38 36 -5.3TOTAL 88,522 107,681 21.6

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Top 10 Service providers (FY 12-13):

Rank Service provider

Revenue (in Rs. Crore)

Growth (in %)

Category

FY’ 11-12

FY’ 12-13

1 BSNL 12,062 15,891 32 Mobile Phone, Wireless infrastructure

2 Bharti Airtel 11,291 17,888 58.4 Fixed, Cellular,ISP,NLD,VSAT,ILD

3 Reliance 10,766 14,468 34.4 Fixed, Cellular,ISP,NLD,,ILD4 Hutchison 6,837 10,565 54.5 Cellular,NLD,,ILD5 VSNL 4,797 8,857 84.6 ISP,NLD,,ILD6 TTSL 2,575 5,178 101.1 Fixed, Cellular7 MTNL 5,561 4,923 -11.5 Fixed, Cellular,ISP,NLD8 IDEA 2,990 4,413 47.6 Cellular,NLD9 Aircel 977 1,507 54.2 Cellular,NLD,,ILD10 TTML 1,097 1,422 29.6 Fixed, Cellular

Total 87,068 109,356 25.6

Top Fixed Operators (Based on Revenue):

Rank Operator Revenue (in crore) Growth (in %)FY’ 11-12 FY’ 12-13

1 BSNL 25,195 21,020 -16.62 MTNL 14,988 4,116 -17.53 Bharti AirTel 1,320 1,693 28.34 TTSL 1,081 1,584 46.55 TTML 713 924 29.66 Reliance 513 460 -10.37 HFCL 261 285 9.2

Total 34,161 30,190 -11.6

Top Fixed Operators (Based on Subscriber):

Rank Operator Subscribers (in mn) Growth (in %)FY’ 11-12 FY’ 12-13

1 BSNL 36.77 36.70 -0.22 TTSL 4.02 4.36 8.53 MTNL 3.88 3.80 -2.14 RELIANCE 3.13 1.56 -50.25 Bharti Airtel 1.34 1.27 -5.26 TTML 1.04 0.75 -27.97 HFCL 0.23 0.25 8.7

Total 50.58 48.91 -3.3

Top Players (Based on subscribers):

Rank Company No. of Circle

Subscribers (in mn) Growth (in %)

Market Share (in

%)FY’ 11-12 FY’ 12-13

1 Bharti Airtel 23 19.58 37.14 89.7 23.72 BSNL 21 18.45 27.93 51.4 17.83 Reliance 23 17.31 27.85 60.9 17.74 Hutch 22 15.36 26.44 72.1 16.85 Idea 11 7.37 14.01 90.1 8.96 TTSL 20 4.85 11.43 135.7 7.37 Aircel 23 2.61 5.51 111.1 3.58 MTNL 2 1.99 2.75 38.2 1.89 Spice 2 1.93 2.73 41.5 1.710 BPL (Mumbai) 1 1.34 1.07 -20.1 0.711 HFCL infotel 1 0.06 0.07 16.7 0.0

Total 150 90.88 156.97 72.7 100.0

Top Players (Based on Revenue):

Rank Company No. of Circle

Revenue (in crore) Growth (in %)

Market Share (in

%)FY’ 11-12 FY’ 12-13

1 Bharti Airtel 23 8,239 13,431 63.0 23.92 Reliance 23 6,673 10,728 60.8 19.13 Hutch 22 6,837 10,565 54.5 18.84 BSNL 21 6,467 9,400 45.4 16.75 Idea 11 2,990 4,335 45.0 7.76 Tata

Teleservices20 1,878 4,092 117.9 7.3

7 Aircel 23 977 1,507 54.2 2.78 Spice 2 671 783 16.7 1.49 BPL (Mumbai) 1 655 505 -22.9 0.910 MTNL 2 573 807 40.8 1.411 HFCL infotel 1 22 20 -9.1 0.0

Total 150 35,994 56,183 56.1 100.0

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CHAPTER- 5

CONCLUSION

&

RECOMMENDATION

CONCLUSION

Reliance communication is a very big brand name and I am very thankful to the Reliance

people to help me in completing my project in Reliance communication. Reliance

communication provides me the good opportunities to make my skills stronger in

marketing. I am also very thankful to my project guide Mr. Rajiv Taneja for giving me his

useful guidelines and important time.

While doing this project I have talked with many people and came to know about the

market and I learnt that how the companies’ works and what they have to do for retaining

there position in the market.

Reliance Communications has trained me to face the challenges whatever in the market.

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CONCLUSION & RECOMMENDATION

After completing my work of analyzing and creating customers for postpaid mobiles,

fixed wireless phones, Data cards and USB modem of Reliance communication I want to

recommend some important facts to the company about its products.

Company should come with some good and effective plans to make the customer

satisfied.

Company should move towards the good customer relations so company should

plan for the customer relationship management.

Reliance Communications is having good range of its products that is why they

are challenging the competitors so make it large.

Sales Executives are not getting proper guidance and support from the seniors

because of heavy workload on them so there is a need to manage workload so managing

manpower is also a big task to do.

Majority of respondents complain about the after sales services like billings, and

interruption in the network so the quality of after sales services should be improved.

Customer care services are very poor company should improve that part also.

Device installation and registration on site should be easier to work so that

customers need not to give more papers at the time of purchasing a new connection.

Reliance Communication should make such strategies which suits the company’s

name and brand. Reliance Communication is already having a good brand image.

BIBLIOGRAPHY

WEBSITES:

www.reliancecommunication.com

www.altavista.com

BOOKS PREFFERED:

Marketing Management- Philip Kotler

Marketing Management- Rajan Saxena

NEWS PAPERS:

THE ECONOMIC TIMES

THE TIMES OF INDIA

ANNEXURE

54

QUESTIONNAIRE FOR MARKET SURVEY AND PRODUCT PROMOTION OF

RELIANCE POSTPAID

Name of the company _ _ _ _ __ _ _ ___ _ _ _ _ _ _ _ _ _Address _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _Contact no. Handled person __ _ _ _ _ _ _ _ _ _ _ _ __ _ _ _ _ _

1) What are the telecom services you are using?Reliance Airtel Idea Hutch other

2) If other then Reliance then –Is there any possibility for other service provider?Yes No

If Reliance then which one?

Prepaid Postpaid

3) Do you know about the new plans in Reliance postpaid?Yes No

4) Which plan are you using currently and what is your bill?Plan - - - - - - Bill - - - - - - -

5) Do you want to take any postpaid connection with these plans?(After telling him all the plans according to his usage of phone)Yes No

QUESTIONNAIRE

FOR MARKET SURVEY AND PRODUCT PROMOTION OFRELIANCE NETCONNECT DATA CARD & USB MODEM

Name of the company _ _ _ _ __ _ _ ___ _ _ _ _ _ _ _ _ _

Address _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Contact no.

Handled person __ _ _ _ _ _ _ _ _ _ _ _ __ _ _ _ _ _

1) What are the internet services are you using? Reliance Airtel BSNL VSNL other

2) How much is your monthly bill? Bill - - - - - -

3) Do you know about the Reliance net connect data card and USB modem? Yes No

4) You are using internet on Laptop Desktop Both

5) What is your usage?Surfing more Downloading more

6) Do you want to take any one with these plans?(After telling him all the plans according to his usage of internet)Yes No

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