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A project report on

VODAFONE CUSTOMER SATISFACTION

Submitted for the partial fulfillment for award ofthe MBA degree

Faculty Guide :- Company Guide:-

Submitted by: JITENDRA KUMAR

PRN NO:-

0911F068

POONA SCHOOL OF

BUSINESS

DECLARATION

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I hereby declare that this project work entitledVODAFONE CUSTOMER SATISFACTION

in is carried out under the guidance of my faculty guide prof. Dilip Gaikwad and my project

guide MR.Sumit Singh

This report neither full nor in part has ever been submitted for award of any Other degree of

either this university or any other university. As it is not permissible by the co. To put the real

case in the project, so i have given an example of a Case which is similar to the case which

had done

JITENDRA KUMAR

PRN.NO.0911FO68POONA SCHOOL OF BUSINESS

PREFACE:

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 indias gdp.

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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. The wireless

subscriber base has jumped from 33.69 million in 2004 to 62.57 million in fy2004-

2005. In the last 3 years, two out of every three new telephone subscribers were

wireless subscribers. Consequently, wireless now accounts for 54.6% of the total

telephone subscriber base, as compared to only 40% in 2003. 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 operators providing mobile services in 19 telecom circles and 4 metro cities,

covering 2000 towns across the country.

ACKNOWLEDGEMENT

A successful project can never be prepared by the singular efforts but i also

demands the help and guardianship of some conversant person who under pin

actively or passively in the completion of a successful project.

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Our project on VODAFONEwould not have taken the present form in the absence

of the invaluable guidance, inspiration and cooperation from many people.

We take this opportunity to express our deep gratitude toPROF. DILIP GAIKWAD

who have given us the opportunity to present this project and continuously

monitored us to perform well.In this context we would like to express our gratitude

and thankfulness to MR.S.K.bhal, hr head and MR. Anshuman dutta, tdm of the

company for providing us with his advice and support through our project

session.We also express our thanks to distributor & retailer of bharatpur area, for

providing us with valuable data. We are deeply indebted to the director, faculty

members of our institute, poona school of business, pune, for helping us with their

support and guidance that help a lot in successfully completing this project.

Finally we express our cordial thanks to our parents, friends for their unmatched

support, guidance and love throughout the project preparation.

IndexChapters Page

no,

1 EXECUTIVESUMMARY. 6

2 INDUSTRIAL PROFILE . 8-16

I About telecommunication

Ii Players in telecommunication

Iii Department of telecom

Iv Trai & its functions3 COMPANY PROFILE.. 17-50

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I About VODAFONE

Ii History of VODAFONE

Iii Management of VODAFONE

Iv Products & services offered by VODAFONEV VODAFONE market share

Vi Extra effort to boost sales

Vii Crm adopted by VODAFONE

Vii

i

Comparison between loop & VODAFONE

Ix Future of VODAFONE

4 RESEARCH OF METHODOLOGY... 51-52

5CONCLUSIONS.

53

6 FINDING AND SUGGESTION 54

7 BIBLIOGRAPHY. 55

8 QUESTIONNAIRE. 56-59

Executive summary:

This project is based on telecom sector as the telecom sector is growing at a very

good pace. The telecom company which i have selected for my project is

VODAFONE. The reason behind selecting VODAFONE is its various schemes in

product & service category & also its future policies where the company is coming

out with lots of new & affordable schemes for its customers. VODAFONE is a uk

based company & has various branches all over the world. The company was started in the

mid 70s & since then it has never looked back. The products & services offered by

VODAFONE is of a very high quality & also at an affordable rates. They have

various plans for various customers dep end in g on th e st at us of th e

cus tomers .

VODAFONE has various product categories ranging from chargers, internet, mobile

phones, headsets & headphones & many more. In the service category it has internet

services which include broadband internet & pc internet services.

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VODAFONE has added around 5 million subscribers in the year 2008-2009 which

makes it the 3rd largest telecom company in the world. VODAFONE has joined

hands with one of the world largest & the best car racing company f1 mclaren

mercedes to host the 2 day event. This is the part of the promotion strategy of

VODAFONE to become the world wide leader in telecom industry.

VODAFONE is also the official sponsor of the england cricket team for the npower

test series . It has also shaken hands with the most popular football tournament uefa

champions league football which is a part of the promotional strategy of

VODAFONE.

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CHAPTER-1

INDUSTRY PROFILE

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What is telecommunication?

Telecommunication the transmissions of signals over a distance for the purpose of

communication. In modern times this process almost always involves the sending of

electro magnetic waves by electronic transmitters but in earlier years it may have

involved the use of smoke signals drums or semaphore lines.

History of telecommunication:

The history of telecommunication began with the use of smoke signals & drums in

africa the america & parts of asia. Smoke signals

In the 1790s the first fixed semaphore systems emerged in eurpoe however it was

not until the 1830s that electrical telecommunication systems started to appear. This

article details the history of telecommunication & the individuals who helped make

telecommunication systems what they are today.

Early telecommunication included smoke signals & drums. Drums were used in

natives like africa, new guinea & south america & smoke signals in north america &

china.In 1792 a french engineer claude chappe built the first visual telegraphy for

semaphore system between chile & paris. This was followed by a line from strasburg

to paris.

Some of the most popular telecom companies in india:

a.p telecom

A.p.-telecom officer's service telephone numbers can be viewed by clicking the

concerned telecom district. A.p. Telecom circle is serving the whole state of andhra

pradesh including the twin cities of hyderabad and secundrabad.

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asc enterprises limited (ascel)

Ascel is a multi venture corporate heralding the "convergence" era in our country,

focusing on nationwide retailing of time (telecom, information & learning, media,

entertainment) products & services, satellite and digital wireless communication

ventures for provision of infrastructure, services and solutions among other

initiatives.

Aircel

Popular provider in tamil nadu

Bangalore telecom

Bangalore telecom system is a communications window to the rest of the world.

Offer a wide range of telecom services from basic telephone service to high speed

data circuits.

B harti enterprises

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.

C ommsouth

Commsouth was founded in chennai, in the mid nineties; commsouth has grown

steadily and established sound positions in the mobile telephony and telecom

management software market.

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Internet & mobile association of india

The internet & mobile association of india (iamai) is a not-for-profit industry body

registered under the societies act, 1896. Its mandate is to expand and enhance the

online and mobile value added services sectors.

Ip mobile, inc.Jp mobile is a solid, well-established company, a true pioneer in the enterprise

mobility market. They are a privately held company with solid financial backing. They

offer sure wave mobility suite, a comprehensive wireless mobility solution for

enterprises, carriers, system integrators and independent software vendors.

loop mobile

Loop mobile (bpl mobile now rebranded as loop mobile), represents growth withcontinuity. While we constantly work towards giving our subscribers a better

network, innovative products and a superior mobile telephony experience, our

subscribers can be assured of the same focus and commitment in providing the best

network coverage, billing accuracy, and an unmatched personalized customer

service.

M tnl delhiMtnl was set up on 1st april, 1986 by the government of india to upgrade the quality

of telecom services, expand the telecom network, 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 of india.

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M ts - shyam telecom

Sistema shyam teleservices limited is a joint venture company between sistema of

russia and shyam group of india. Currently they operate in the states of rajasthan,

tamil nadu, kerala, bihar, west bengal and jharkand.

R eliance communications

Reliance communications has a reliable, high-capacity, integrated (both wireless

and wireline) and convergent (voice, data and video) digital network. It is capable of

delivering a range of services spanning the entire infocomm (information and

communication) value chain, including infrastructure and services for enterprises as

well as individuals, applications, and consulting.

R eliance infocom

The reliance group founded by dhirubhai h. Ambani (1932-2002) is india's largest

business house

R eliance infocomm

Reliance infocomm will offer a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long

distance services.

S hyam telecom limited

Shyam telecom is pioneer in telecom industry. It has revolutionized the industry with

development of innovative products. Shyam group commenced its operations in

1974 to introduce up-to-date telecommunication technology.

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http://explore.oneindia.in/detail/6/mtsindia-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/6/rcom-co-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/1/ril-com.htmlhttp://explore.oneindia.in/detail/1/relianceinfo-com.htmlhttp://explore.oneindia.in/detail/2/shyamtelecom-com.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/6/mtsindia-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/6/rcom-co-in.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.htmlhttp://explore.oneindia.in/detail/1/ril-com.htmlhttp://explore.oneindia.in/detail/1/relianceinfo-com.htmlhttp://explore.oneindia.in/detail/2/shyamtelecom-com.htmlhttp://explore.oneindia.in/industry/telecom/mobile/index_1.html


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S ony ericsson

Sony ericsson mobile communications offers mobile multimedia consumer products

for people who appreciate the possibilities of powerful technology.

S pice telecom

Spice telecom the brand name of spice communications limited is presently

operating cellular phone services in the states of punjab and karnataka. Considered

as one of the best providers of mobile telephony in india.

T ata indicom

Tata teleservices ltd offers its products and services to customers across india under

the name of "tata indicom". Tata teleservices limited is indias leading private basic

service operator.

T elematic engineers (p) ltd.

Established in 1993, the tepl network spans across the central western india, with

service and distribution centres of its own. Since its establishment, tepl has been

foremost in bringing global technology to the indian market.

T ouchtel

A bharti group company offering landline, dsl in metros

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V idesh sanchar nigam limited

Vsnl incorporated on april 1, 1986 under the indian companies act, 1956 to take over

the activities of the erstwhile overseas communication services (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.

VODAFONE essar

VODAFONE essar in india is a subsidiary of VODAFONE group plc and commenced

operations in 1994 when its predecessor hutchison telecom acquired the cellular

license for mumbai. VODAFONE essar now has operations in 16 circles covering

86% of indias mobile customer base, with over 34.1 million customers.

Y our bill buddy

Your bill buddy.com is your one-stop solution for finding the best mobile plan in

market for yourself. Also you can send free sms to your friends.

Department of telecom:

Dot stands for department of telecom. It was started in the year 1992-93.the

department is presently headed by prof m.n. Srirangaraju, who is supported by a

team of qualified & dedicated staff members.On the forefront of development & with

the advent of technological revolution & quantum development in the field of

electronics & communication due to myriad complexities of the e-world it was

inevitable for the evolution of another field to make a distinct identity of its own. Thusthe ball of development was set into motion & the telecommunication field gradually

assumed a role of pre-eminence which is shared by few other engineering

disciplines in the modern world.

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The department established in the year 1992 emphasized in providing quality

education with the practical aspects of learning given ample importance .the

department encourages tech-savvy projects which whet the students appetite for

technical exploration.

Trai:

Trai stands for telecom regulatory authority of india. Trai was established in the year

1997 in pursuance of trai (ordinance) 1997 which was later replaced by an act of

parliament to regulate the telecommunication services. Some of the major

recommendatory, regulatory & tariff setting.

Functions of trai

Functions of trai are to make recommendations on the need & timing for introduction

of new service provider ensure compliance of terms & conditions of license,

effective management of spectrum, lay down the standards of quality of service to

be provided by the service providers & ensure the quality of service & conduct the

periodical survey of such service provided by the service providers so as to protect

interest of the consumers of telecommunication service, ensure effective compliance

of universal service obligations notify the rates at which telecommunication services

in india shall be provided under this act etc.Recently in exercise of powers conferred

by provision(k) (1) of section 2 of the trai act, the central government, vide

notification no s0 44(e) dated 9th january 2004, has notified broadcasting & cable

services to be telecommunication service.

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Chapter 2

Company profile

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About of VODAFONE

reconstitution:

I (amendment) act, 2000 had led to reconstitution of the authority. It consists of one

chairperson, two full-time members & two part-time members.

The present composition of the authority is as follows:

Shri. Nripendra misra

(Chairperson)

Shri a.k. Sawhney

(Member)

Shri r.n. Prabhakar

(Member)

Prof n. Balakrishnan

(Part-time member)

Dr rajiv kumar

(Part-time member)

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Some important & interesting facts about VODAFONE:

VODAFONE is the third largest company in this country by market capitalization.

This is remarkable because VODAFONE is a relatively new company. Most of the

other companies in the ftse 100 .

Most people in this country instantly recognize the VODAFONE logoand know what

the company does. VODAFONE supplies customers with mobile telephone facilities

including text, games, music, mobile tv, and internet services. In 2005 VODAFONE

had around 16 million uk customers, employed over 11,500 people across call

centres, offices and retail shops.

The nas is less well-known. It is a national charity working with children, adults, and

families affected by autism, and those professionals who work alongside them.

Autism is a complex life long developmental disability affecting an increasing number

of children in the uk. The term autism covers a wide range of behavioral and

communication difficulties. For example people with autism find everyday social

interaction very difficult.

Their ability to develop friendships is generally limited as is their capacity to

understand other people's emotional expression. People with autism can often have

accompanying learning disabilities but everyone with the condition shares a difficulty

in making sense of the world. Champions the interests of people with autism and

provides services appropriate to their needs. Around 535,000 people in the uk have

autistic spectrum disorders and 2 million parents, carers and friends are affected.

Understanding of the condition remains limited.

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History of VODAFONE:

VODAFONE is the world's leading international mobile communications company.

Currently it has operations in 25 countries across 5 continents and 40 partner

networks with over 260 million customers worldwide.

during 1980sVODAFONE made the uk's first mobile call at a few minutes pastmidnight on 1st january 1985. Within fifteen years, the network was the largest

company in europe and the largest of its kind anywhere in the world. By the turn of

the century, almost every second uk citizen had a mobile and a third of them were

connected to VODAFONE.

The VODAFONE story is one of investment, innovation and award-winning customer

service. Above all, its one of growth and the ability to deliver the tremendous

benefits of mobile communications, not just in the uk but worldwide.

1982

The Racal electronics group wins its bid for the private sector uk cellular license. It

sets up the Racal telecoms division and names the new network VODAFONE to

reflect the provision of voice and data services over mobile phones. Based in

Newbury, the company has less than 50 employees, all in one building.

1985

the VODAFONE analogue network is the first cellular network to launch in the uk,and the first call is made from St Katherines dock in London to Newbury on 1

January 1985.

1987

VODAFONE is recognized as the largest mobile network in the world.

vodata is created as the voice and data business to develop and market

VODAFONE recall, the voicemail service.

vodapage is launched, providing a paging network that covers 80% of the ukpopulation.

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1988

Racal telecomm plc floats on the London and New York stock exchanges.

1989

paknet is formed as a joint venture between racal telecom and cable & wireless

VODAFONE during 1990s:

1991 racal and VODAFONE demerge. And the VODAFONE group is listed as an

independent company on the london and new york stock exchanges.

VODAFONE and telecom finland make the worlds first international roaming call.

VODAFONE launches its digital (gsm) mobile phone service the first in the

uk.1992

VODAFONE and telecom finland sign the world's first international gsm roaming

agreement.

1993

VODAFONE group international is formed to acquire licenses and supervise

overseas interests.

VODAFONE opens its first high street store.

1994

vodata is the first network operator in the uk to launch data, fax and sms services

over the digital network. VODAFONE joins the global star consortium to develop and launch a low earth

orbiting satellite mobile phone service.

1996

VODAFONE is the first network operator in the uk to launch a pre-pay analogue

package.

per second billing on the digital network is introduced, as well as options to buy

bundled minutes and make off-peak local calls to landlines.

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1997

chris gent succeeds sir gerald whent as chief executive officer of VODAFONE

group plc.

1999

VODAFONE air touch plc is created as a result of a successful merger between

VODAFONE group plc and air touch communications inc.

on 5 january VODAFONE connects the five million customers in the uk.

VODAFONE during 2000s:

2000

the acquisition of mannesmann ag almost doubles the size of the VODAFONE

group making it the largest mobile telecommunications company and one of the top

ten companies, by market capitalization, in the world.

vizzavi is launched, a 50/50 joint venture between VODAFONE air touch and

vivendinet to deliver a multi-access branded internet portal for europe.

VODAFONE acquires the largest available 3g license in the uk. In parallel with the

development of 3g, VODAFONE announces its intention to offer gprs (general

packet radio service) to uk corporate customers.

the global star satellite communications service is launched in the uk.

2001

VODAFONE introduces instant messaging to its networks.

VODAFONE makes the worlds first 3g roaming call between spain and japan.

2002

VODAFONE trials its global mobile payment system in the uk italy and germany.

VODAFONE launches the first commercial european gprs roaming service.

the VODAFONE group foundation is launched. The group and its subsidiaries plan

to contribute 20 million to community programmes, guided by the group social

investment policy.

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VODAFONE launches VODAFONE live! & mobile office, two new consumer and

business propositions.

arun sarin is selected to succeed sir Christopher gent as chief executive of

VODAFONE group plc.

2003

VODAFONE live! Attracts 1 million customers in its first six months.

orange, telephonic movies, t-mobile, and VODAFONE form a new association to

drive interoperable mobile payments.

2004

VODAFONE launches its first 3g service in europe with the VODAFONE mobile

connect 3g/gprs data card.

VODAFONE live! With 3g is launched in 13 markets.

2005

VODAFONE simply is launched, giving customers new, easy-to-use voice and textservices.

VODAFONE introduces passport, a new voice roaming price plan.

2006

the number of VODAFONE live! Customers with 3g reach 10 million.

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Management of VODAFONE new Coe of VODAFONE:

VODAFONE announces new chief executive

VODAFONE group plc today announces that, after five years in the role, arun sarin

will be retiring as chief executive at the end of the companys agm on 29th july 2008.

He will be succeeded by deputy chief executive vittorio colao.

Arun sarin became chief executive in july 2003 and over the last five years has led

the company through a period of significant change, both strategic andorganizational. Under his leadership VODAFONE has developed and implemented a

new strategy to become a total communications company, which is already

delivering results. As part of its strategy VODAFONE has also expanded into

emerging markets including romania, czech republic, turkey, and most recently, india

where arun sarin led the acquisition of hutchison essar, which is the largest foreign

investment made in the country.

In portfolio management, during this time the company also disposed of its

businesses in japan and sweden, together with interests in switzerland and belgium.

In europe the new strategy has delivered innovative products, improved revenue and

significant cost reduction.

Organizationally the company has been structured to take advantage of its

significant global footprint by becoming an integrated business with a clear

distinction between global and local activities.

During his time as chief executive the company has also grown its proportionate

customer base from 120 million to more than 260 million globally and over this

period VODAFONE has consistently delivered strong results. Returns to

shareholders over this period have also been very positive with dividends increasing

from 1.69p to 7.51p, an increase of more than 400%. He has also built a new senior

management team and taken the lead on major industry issues, including mobile

broadband and internet services.

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Commenting, chairman sir john bond said:arun has done a tremendous job as chief executive. He has led the company with

distinction and navigated VODAFONE through a period of rapid change. He has

developed a new strategy for the business and significantly expanded our footprint in

emerging markets. The acquisition in india was very well timed and executed. The

board has a great deal to thank him for and i would like personally to thank him for

all he has done for the business and wish him and his family all the best for the

future. In vittorio colao we have a fine

Successor and i am looking forward to working with him in his new role.

Arun sarin said:

it has been a privilege to lead VODAFONE for the last five years and to have been

involved in the company for such a long time. I feel that i have accomplished what i

set out to achieve, particularly in developing and implementing a new strategy. I am

very proud of what VODAFONE and its 71,000 people have achieved and the good

momentum we have in the marketplace. I know that the business is in capable

hands with vittorio colao. Having worked with him for many years i know that he has

the experience and vision to take VODAFONE on to future success.

VODAFONE group plc also announced today that non executive directors michael

boskin and jurgen schrempp will not be seeking re-election at the agm. Michael

boskin joined the VODAFONE board in 1999 on VODAFONEs merger with air touch

communications inc, having served for a number of years previously on the air touch

board. Jrgen schrempp became a director of VODAFONE in 2000 when

VODAFONE completed its acquisition of mannesmann, having been a member of

mannesmanns supervisory board before then.

Sir john bond said: i would like to thank michael and jrgen for their contributions

and for the different and important perspectives each has brought to our board. Both

have served with distinction and i am very grateful for their tireless work on our

board committees, especially michaels chairmanship of the audit.

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Committee. Jrgen has, at one time or another, been a member of each of our

principal board committees. We wish them both well in the future.

Arun sarin

Arun sarin, aged 53, graduated from the indian institute of technology with a bs in

engineering in 1975. In 1978 he gained a ms in engineering and a mba from the

university of california, at berkeley.

He started his career as a management consultant before moving, in 1984, to pacific

telesis group in san francisco. Commencing in corporate development, he was

instrumental in the company acquiring the first cellular licenses in the us as well as

winning the first cellular license in germany and a pcn license in the uk. He was

subsequently appointed cfo and chief strategy officer at pacific bell, before moving

on to become vice president and general manager, san francisco bay area

telephone company, a pacific bell division with 12,000 employees.

Following the demerger from pacific telesis of the mobile and paging businesses to

form air touch communications, arun was appointed senior vice president corporate

strategy and development where he developed and implemented a growth strategy

encompassing partnerships and acquisitions, which included the merger with us

wests wireless business.

On becoming president and ceo, air touch international, arun was responsible for the

acquisition of wireless licenses in several overseas territories and establishing the

management teams of these new ventures.

He then became president of air touch communications where he was responsible

for managing the cellular and paging operations in 14 countries and was a key

negotiator in the successful merger of air touch with VODAFONE group plc. Within

the combined business, VODAFONE air touch plc, he was appointed ceo us/asia

pacific region, managing the groups operations in the us, asia and australasia. In

addition, he headed the global mobile internet division, responsible for the

introduction of wireless internet services.

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In 2000, with the successful merger of VODAFONE air touchs us businesses with

those of bell atlantic and gte to form verizon wireless, arun, whilst maintaining a non-

executive directorship of VODAFONE air touch plc, became ceo of info space, a

provider of mobile internet content and directory services.

In 2001 he joined accel-kkr telecom; a telecom investment and management

business, where he evaluated numerous opportunities in the telecommunications

industry around the world and oversaw the acquisition of bell canadas yellow pages

business.In april 2003 he became ceo designate of VODAFONE group plc and

assumed the post of chief executive on july 30th 2003.

Prior to becoming chief executive, arun had been a non-executive director of the gap

inc, the charles schwab corporation and cisco systems inc. In july 2005, he was

appointed to the court of directors at the bank of england.

Vittorio colao

Vittorio colao, aged 46, was appointed chief executive, europe and deputy group

chief executive of VODAFONE group plc in october 2006.

Vittorio holds a business degree cum laude from bocconi university and an mba with

honors from the harvard business school.

Between 2004 and 2006 he was chief executive officer of rcs media group in milan,

a leading media group, publishing newspapers, magazines and books in italy, spain,

and france.

Prior to that, vittorio held the post of regional ceo, south europe, middle east and

africa, of VODAFONE group plc, and he was an executive director on the main

board. Before the VODAFONE acquisition, vittorio was coo and ceo of omnitel

pronto italia, now VODAFONE italy.

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Vittorio spent the early part of his career (1996-98 and 1991-96) at mckinsey & co,

where he was a partner in the milan office, working on media, telecommunications

and industrial goods. He headed the finance practice, and was responsible for the

office recruiting of consultants.

Vittorio worked in 1989/1990 for Morgan Stanley investment bank division, in

London, and mondadori, the Italian publisher. vittorio has been a non-executive

director and member of the remuneration committee of ras insurance, then listed on

the milan stock exchange (now merged with Allianz se), and was previously a non-

executive director and chairman of the remuneration committee of finmeccanica,

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Products & services offered by VODAFONE:

Products category:

1. Chargers:

Stay connected wherever you are with the nokia travel charger. It's handy when

you're camping, flying or on the go. It's also ideal if you forget to keep your phone

fully charged.

With most nokia phones now packing cameras, organizers and email, this nifty

gadget will come in handy for more than just

Talking. And because it's small, you can pack it in your bag and forget about it - until

you run out of juice.

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2.connectivity:

Get a great signal at home - without leaning out of the window - thanks to the

VODAFONE access gateway.

The gateway simply plugs into your broadband line, boosting your 3g signal right

through your home. It's also small, so you'll hardly notice it's there. Want to share

your signal with friends and family?

If they're on VODAFONE you can - up to four people can use the gateway at once.

VODAFONE access gateway works with any 3g phone. You'll also need a homebroadband line, with a minimum speed of 1mbps.

The VODAFONE access gateway is also available from just 290 rs a month with

select pay monthly offers; please pop into a store for more information.

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3.headsets & headphones:

Get a great signal at home - without leaning out of the window - thanks to the

VODAFONE access gateway.

The gateway simply plugs into your broadband line, boosting your 3g signal right

through your home. It's also small, so you'll hardly notice it's there. Want to share

your signal with friends and family?

If they're on VODAFONE you can - up to four people can use the gateway at once.

VODAFONE access gateway works with any 3g phone. You'll also need a home

broadband line, with a minimum speed of 1mbps.

The VODAFONE access gateway is also available from just 290 a month with select

pay monthly offers; please pop into a store for more information.

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4.flex arm cradle:

Talk in your car - while your hands stay firmly on the wheel. The VODAFONE car

cradle is designed for any handset. Just attach the

Suction cap to your windscreen, or clip the cradle to your air - vent. No mess. No

tools. No hassle.Once the cradle's attached, twist the bendy arm for the perfect

position. It's as easy as that. Simple and safe, the must-have accessory is, at just

567 rs, very affordable too.

5. Memory cards:

When you need to pack even more into your phone, choose the sandisk 4 gb micro

sd memory card. It has the same dimensions as the 2 gb card, but lets you carry

loads more tunes and photos.

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Services:

Vodafones new telecoms management service - simplifying the management of

fixed and mobile telecoms services.

VODAFONE global enterprise- the division of VODAFONE which manages the

communications needs of the largest multinational companies worldwide

announces the launch of VODAFONE telecoms management, a new service which

combines and simplifies the management of fixed and mobile telecoms.

VODAFONE telecoms management is a fully hosted service designed to remove the

operational complexity of managing the telecoms environment for multinational

businesses.

Underpinned by VODAFONEs global support and service level agreements, the

service will give multinationals greater visibility and management control over their

telecoms expenditure, as well as improve the quality of service delivered to

employees.

The offering will also deliver a single, online management view of both their fixed

and mobile telecoms services. VODAFONE consultants will work with customers to

assess and scope their current telecoms vendors and services, then develop a

management plan aimed to deliver greater efficiency and reduce costs.

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Additional key features include:

A single online view of spend across all telecoms providers

Full visibility of telecoms assets such as mobile and fixed devices

Ability to control and manage mobile devices

Capability to secure, lock and remotely wipe mobile devices

Visibility of telecoms vendor contracts and the current contract status

The online management portal is tailored to each organization to ensure that it

interfaces with their existing company processes. For example, the service provides

an employee self-service portal, enabling employees to order new mobile devices

and update their profiles. The process of ordering a device and the type of device

that an employee is allowed to order will be in line with each companys set approval

guidelines, policies and work flows.

in this tough economic environment our customers are urgently seeking ways to

reduce cost and simplify their processes, said nick jeffery, director, VODAFONE

global enterprise. very few global organizations have a complete and accurate view

of their fixed and mobile telecoms landscape. Our telecoms management service

has been developed in direct response to this need.

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Internet:

Mobile broadband:

Mobile broadband via your phone

Feel the freedom. Use the internet your way with full access to voip services like

skype, and peer to peer services like file sharing.

With mobile broadband via your phone, you get a whopping 5 gb each month.

Simply use your phone as normal and if you have a 3g phone, connect it to your

laptop to turn your phone into a broadband modem.

Before you get started, you might need to make a few changes to your phones

settings your user manual will have all the details.

Add mobile broadband via your phone for 20 a month

5gb a month ideal for big downloads

Voip and peer to peer services get full access to skype, file sharing and lots

more

One plan for everything you dont need a separate usb modem device. Just use

your phone instead

Home broadband:

VODAFONE home broadband gives you high-speed internet access and inclusive

anytime landline calls for just 812 rs a month.

With no hidden catches, our customers say its better value than their previous home

broadband package.

Super fast broadband connection (up to 8mb) with unlimited usage

Inclusive calls to uk landlines any time

25% off calls to uk mobiles

Free uk-based telephone support 24/7

Broadband modem and micro filters included

All for just 812 rs per month.

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Were so confident VODAFONE at home is better value for money than your current

broadband package, well give you a 30-day money back guarantee. Call us to find

out more.

costs shown include vat at 17.5%. Don't worry; you'll only be charged vat at 15% -

while that rate remains.

Pricing strategies :

A: monthly price plans

B: pay as you do plans

C: call charges while going abroad

D: pay monthly call charges

E: business call charges

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Market share of mobile operators in india:2002-2008

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VODAFONE tops the list in this category

About the most popular VODAFONE zoo-zoos:

Some interesting facts about zoo zoos:

On first look, these zoo zoos in VODAFONE tv ads may resemble animated

cartoon characters with an alien look or simply a stupid egg-head character with

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disproportional white bodies but the interesting part is that zoo zoos are not

animated characters but are actually slim women actors from local Mumbai theatres,

dressed in white costumes that are stuffed with foam to portray the characters.

These characters are named zoo zoos, and are created by o&m. These ads were

directed by prakash varma and were launched during the ongoing ipl 2 series.

They are human beings who were made to wear body suits. the design of the

characters is such that one gets fooled into thinking it is animation, shrugs rao,

which was indeed the very illusion that had to be created. in a sense, it is live

animation! He quips, referring to the fact that it was all shot live.

To create large heads they used a material called Perspex, which was women and

children to play the zoo zoos so that the thin hands and legs made the heads look

even bigger.

Sponsorship

VODAFONEs partnership with mclaren mercedes series:

As title sponsor and official mobile partner of the VODAFONE mclaren mercedes

team, VODAFONE is raising its association with formula 1 to the ultimate level. We

have committed to a long-term agreement, starting in 2007.

The sponsorship demonstrates VODAFONEs ongoing commitment to the formula 1

world championship, a sport which continues to deliver massive global television

coverage and which has significant appeal for VODAFONEs consumer and

business customers around the world.

The title sponsorship including the team name VODAFONE mclaren mercedes and

official mobile partner of the team gives VODAFONE; dominant title sponsorship

branding on the cars, drivers' and pit crews' overalls and helmets.

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As we enter into this exciting new partnership the associative rights acquired provide

unique opportunities that will continue to raise brand awareness through the team

name and branding. The team partnership delivers a powerful integrated marketing

platform through advertising, hospitality, mobile content, handset offers and

promotions and through innovative activation will encourage preference and loyalty

amongst VODAFONEs customers.

VODAFONE with uefa champions league:

VODAFONE is in its second season as official partner and official mobile network of

the uefa champions league, the world's largest annual football competition.

VODAFONE is delighted to be at the forefront of europes premier club competition.

After the successes of last season's uefa champions league sponsorship and the

agreements announced in april to sponsor the uefa cup final and uefa super cup,

VODAFONE is looking forward to strengthening its position as a brand passionate

about the beautiful game.The uefa champions league is the world's greatest club

football competition. During nine months of every year, europes top 32 clubs battle it

out for the trophy that proves they're the best of the best. It's a sponsorship that

delivers considerable value to VODAFONE and is highly relevant to most of the

VODAFONE companies.

Football is the most popular sport in the world. Huge numbers of VODAFONE

customers are passionate about football - and sponsorships help to convert this

passion into a business relationship.The partnership enables VODAFONE to deliver

content including video highlights packages and goal alerts from all uefa champions

league matches to football fans on the VODAFONE live! With 3g consumer service.

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VODAFONE tie-up with radio channel fever 104:

VODAFONE tied up with radio channel fever 104 wherein the channel provides with

cash prizes of upto 1 lakh or more which is another promotion strategy adopted byVODAFONE which was a success.

VODAFONE sponsor of England cricket team:

As our sponsorship of the England cricket team comes to a close, weve got an

impressive line up to celebrate the 12th and final year of the partnership. This

summer England will once again embark on the quest for victory in the ultimate test

of any England cricketer as they take on Australia in the power ashes series; and asa VODAFONE customer, you can be with us the whole way.

VODAFONE sound bites

VODAFONE sound bites explore every aspect of the global music scene. Featuring

international artists interviews at gigs and festivals, bands fantasy group line-ups,

pre-show rituals and performers describing their first time on stage, the programmed

brings an authentic behind the scenes insight into the world of music.

VODAFONE sound bites is available on tv, via a website (www.mtv-

VODAFONEsoundbites.com) and on mobile (wap.mtv-VODAFONEsoundbites.com)

as a series of twenty one, three minute shows. The website and mobile service carry

additional footage, as well as editorial and news elements.

Efforts taken to boost sales by VODAFONE (the zoo zoo series):

VODAFONE s new series of advertisements feature lovable white, large-headed

creatures that have attracted more than 28,500 fans on face book. they are so

cute, they remind me of casper who was my favourite cartoon.

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But for all those who think the zoo zoos are animated, heres the shocker: they are

real people in costume.

Rajiv rao, executive creative director (south asia) of ogilvy & mather, the agency that

handles VODAFONE advertisements, said: we wanted to make real people look as

animated as possible.

Bangalore-based nirvana films shot the ads in cape town, south africa, just in time

for ipl. Said prakash verma, nirvanas owner

and director of the zoozoo campaign: our actors were small-bodied, thin women

covered in layers of white fabric. Each facial expression was made of rubber and

pasted on the actors.

In about 10 days, o&m completed the campaign shooting two-three films a day, each

selling a product or a service offered by VODAFONE. A dozen more films are

expected as the league progresses.

The characters, which look like distant cousins of the pillsbury dough boy, were

enacted by professional ballet artists in white body suits. what makes them so

endearing is that they are innocent people living in a simple world unlike ours, who

laugh loud when they laugh. And who seem to be in an in-between world of

animation and reality, said MR. Rajiv rao, executive creative director, o&m.

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A film shot at 20 frames per second made the zoo zoos movements hurried and

comical. Of the 29 different zoo zoo ads created for the ipl, there will be a new one

everyday.

Customer relationship management

VODAFONE launches phones for the poor

From now onwards millions of people all through the world could access mobile

phones for the first time with the release of VODAFONEs first ultra-cheap own-

branded phones. It is said by the company that these phones are cheap enough for

poor people to have. Plus the VODAFONE 125 and 225, released recently, are

aimed at expanding the availability of affordable mobile phones in increasing

markets.

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The mobile phones have been produced for VODAFONE by chinese manufacturer

zte corporation - the first handsets resulting from an agreement between the two

companies announced in december. They will come into view first on VODAFONE

networks in egypt, romania and south africa. The VODAFONE 125 and 225 are

reported to be consisting with a similar set of basic features, although the 125 has a

monochrome display whereas the 225s display is colour.

VODAFONE is also planning to open access to mobile services for more people in

countries where mobile networks are the most viable and cost-effective

communications service available. The phones are said to be coming with the price

tag of around 1200-2500.

Introduction of i phone 1 of the biggest event in the history of

Indian telecom:

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we are delighted to announce that the iphone 3g will be available in india from

august 22, 2008. It will be available in 8gb & 16gb models, priced at rs 31,000 and rs

36,100 respectively.

And this is just the cost of apple hardware - you will have to pay extra for data and

voice plans. Airtel will also introduce iphone on the same date but i dont think if an

iphone 3g is worth that kind of money.

Now that VODAFONE officially announced theprice of iphone, a local rep. Shared

details about the different tariff plans available for VODAFONE customers of iphone

in india.

Unlike blackberry, VODAFONE offers no "unlimited data" plan for iphone users. That

means if you exhaust your monthly data usage limit, be prepared to shell out an

extra rs 5 per mb of data exchanged.

The monthly rent for iphone will range from rs 500 to rs 1000 depending on your

internet requirements. The lower plan will provide you with 50 mb of free data usage

while the upper 1000 plan provides 600 mb of data usage.

The above plans are for customers with a postpaid connection.

If you want to go for a prepaid iphone connection, theres a iphone data card

available for a monthly rent of rs 100 but without any free data usage.

The sms and local / std call charges on iphone will more or less be the same as

existing tariffs offered by VODAFONE.

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Lets do some maths. If you are heavy web user, the overall cost would work

something like this - rs 36000 (for handset) + rs 12000 (yearly rent) + call charges +

extra data charges + taxes.

Contrast that with a blackberry curve from airtel - rs 23000 (for headset) + rs 6000

(yearly rent with unlimited data) + call charges + taxes.

Vodafones tie-up with b.e.s.t & railways:

As a part of the customer relationship management VODAFONE came out with a

unique plan of providing its customers with utmost ease of paying their bills on therailway platforms & in the buses. The customers were have to visit the respective

centres of their area to pay the bills which was time consuming & required some

effort. Because of the initiative taken by VODAFONE postpaid customers are very

much relaxed that they do not have to visit the respective centres to make the

payment.

Comparison between VODAFONE & loop mobile

Loop mobile:

Loop mobile strives for customer satisfaction and business success in the telecom

service field. Apart from offering prepaid, post-paid, roaming, voice sms and push

mail services in the wireless industry, this mobile service company also provides

other values-added services. The communications service company gives an

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itemized bill, which a detailed bill is accounting the outgoing calls, sms, subscribed

services and other such details.

The customer of the mobile service company also gets missed call alerts through

sms alerts, when the phone is switched off or is out of the coverage area/range.

Mobile answer phone service or voice mail service is available for customers not

able to attend calls, and if activated allows the caller to record his/her message. Call

conferencing is also offered by bpl communication, which a conference between two

or more persons.

Other services such as clip, which identifies the caller; popular roaming, which

allows special roaming without any deposit in india and std/isd facility to make

national/international calls are provided by the mobile service company. Emergency

std/isd services, which provide access to std/isd calling without any deposits for 20

minutes, clir to secure the customers numbers from being reflected on callers

mobile and fax/data and internet options are also the other value-added services

offered by the communications service company. Bpl communication offers national

roaming that allows the customers to get incoming calls while traveling in india and

international roaming to get incoming calls while traveling outside india. Offers post-

paid, prepaid, roaming, voice sms and push mail services. The post-paid service

offered by the mobile service company has several plans to attract customers.

These plans include paisa vasool on bpl mobile at reduced call rates, sms and mms,

talk more with bpl mobile, which is a group plan for the family and friends at reduced

call

rates, national family and friends, which offers 60 per cent discount on std airtime for

calls to any one mobile number and night plan. Under the prepaid scheme, the

communications service companyoffers mots rcc 399 with outgoing calls free on bpl

and zone advantage, which allows the customer to pick any of the 15 zones, like

home, office, college and so on, in order to enjoy some special privileges of calling

and sending sms. The night pack allows customer to make calls at minimum rates

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and the sms bundle pack is offered by bpl communication at very low rates.

Roaming with mots allows one to subscribe for national and international roaming.E-

mails may be unanswered in the inbox and in the present competitive world, quick

decision are highly essential. The push mail offered by the mobile service company

allows one to access mails even while traveling. The push mail supports microsoft

exchange, lotus notes, smtp and imap/pop3 servers.

Problems faced by loop customers:

Billing problems:

I have 2 mobile numbers from bpl mobile. I have given auto pay from my credit card

so as to there is no delay in bill payment. This was working fine till november 06.

Since december every time bpl comes back saying that my bank declines the

payment i had check with my bank they are saying that my card is in active mode

has large limit than bpl mobiles bill still bpl disconnects my connection. This has

happened 5-6 times. I have a confirmation from my bank that there is no problem in

my card. I have written to bpl at least 10times but none of their senior level people

looked in this i am suffering even monetary losses due to this & frustration. It feels

like they want to harass you. I have very clean record of bill payment & not even alate payment as i have always kept my bill payment on auto pay. I have submitted

this auto pay to their malad gallery but i dont know why their operations dept or

customer care dept are not able to solve this. My sincere request to all new mobile

connection buyers to read through my complaint.

By Ajay Patanka

Reducing balance without any confirmation:

I was in germany for about two months during which barring one or two numbers no

one could reach me despite activating

Roaming on my cell.

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This caused a lot of inconvenience and i had to pay additional money to make

phone-calls. But then on 9th November suddenly my balance went off from rs. 2,500

to a negative balance after sending and receiving one sms. I logged a complaint onthe online system for which i receive two apparently unique complaint numbers doc-

c-11117465 and doc-c-111121812 which itself speaks a lot about the complaint

management system.After returning when i called the absolutely useless help desk

and explained the situation to several executives over and over again, they finally

gave me the two numbers on which apparently i had spoken. I tried both these

numbers here locally from my land line- one number is out of service and the other is

a fax line. First of all i could not receive any calls while i was in germany and then

these numbers that were given by the help desk are not even functional numbers.

I am really annoyed now and its getting worse cause today i have had another debit

of rs. 99 for activating an inactive international roaming.

By D. Ranade

Bad service:

I am prepaid subscriber , i had given my documents 3 days back , after that they

send me a message your request could not proceeded please call mobile assist 0n

555, after that last night they suspended my both prepaid line , when i visit mahim

gallery they said signature is not there on application form , i signed on application &

they promise me that my line will be activated within an hour but still it is suspended

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so please i request do not use bpl mobile. Now i have already taken airtel card & i

am not going to use bpl anymore. Airtel & VODAFONE is best.

Comment by Shailesh Patil

Problems faced by VODAFONE customers:

Anyone experiencing problems with VODAFONE today, no sms and cannot receive

any calls, cannot get through to cs.Chris

No problems in derby. Could be a local problem.

Future of VODAFONE:

VODAFONE suggests future android phone:VODAFONE have confirmed that their currently looking at developing more android

phones to complement their new htc magic handset, and that some future android

devices could appear without google.

In an interview with techradar.com, VODAFONEs rachel williams revealed that

whilst the htc magic arise bundled with all the well-known google services future

android handsets may feature a basic package allowing networks to integrate their

own clients software instead.Williams also went onto confirm that more VODAFONE

android phones were likely in the future, we are looking at other android devices by

joining the open handset alliance it shows our commitment (to ranging other devices

using androids).

VODAFONE application store coming soon:

VODAFONE on may 12th 2009 announced plans to open their own application

stores for third party application that will be made available across a wide variety of

mobile platforms

VODAFONE completes hutch acquisition:

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On day when indian conglomerate essar threatened legal action against hutch-essar

deal VODAFONEs ceo arun sarin met communications & it minister dayanidhi

maran & briefed him on the companys future plans for india.

The british telecom major won the bid to acquire the stake of hutchison telecom in

indias fourth largest mobile operator hutch essar.

Essar sources said the company is considering legal action over the deal on account

of it being ignored in taking key business decisions.essar is concerned over

VODAFONEs move to forge ahead with plans like networks sharing without

consulting it first.

This is just the beginning maran told pti about the hutch-VODAFONE deal. Indias

telecom growth story is really interesting. Once the tele-density crosses 25 per cent,

the growth curve will become even steeper.

Maran hoped that the number of mobile users in India which is currently 150 million

would touch 250 million by end of 2007 & 500 million marks in the next 3 years.

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CHAPTER-3

Research of methodology design

Descriptive research

It is applied on the research topics having statistical information and requiring

quantitative results.

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Our research project has a specified framework for collecting the data in an

effective manner . Such framework is called research design . The research

process which was followed by us consisted following steps.

A. Problem:

The problem at hand was to study and measure the perception of people

regarding VODAFONE in the lpu campus.

B. Developing the research plan :

The development of research plan has the following steps:

Data sources : two types of data were taken into consideration i.e. Secondary

data & primary data. Our major emphasis was on gathering the primary data.The secondary data has been used to make things more clear.

Primary data:

Direct data collection from customers including personal interviewing,

questionnaire.

Secondary data:

Company websites, research papers, magazines, marketing, books, journal etc.

Sampling plan:-

The sampling plan calls for two decisions.

Sampling unit: we have proposed our survey in lpu campus.

Sample size: the sample consisted of 100 respondents. The selection of the

respondents was done on the basis of random sampling.

Conclusion:

VODAFONE with the help of its correct marketing strategy & quality products

& services at an affordable price is one of the worlds leading telecom

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companies with the customer base of over 250 million & the future plans &

policies of VODAFONE will help the company to achieve its target of adding

500 million by the end of 2010.

A common customer of VODAFONE is still demand the recharge coupon of

VODAFONE by recalling the name of hutch on the retail counter

Advertisement (puppy into zoo-zoo)

Although VODAFONE replace and make addition in the following factor

Betterment of network

Betterment of value added services like information services minutes etc.

Brand name (hutch into VODAFONE).

But even after the addition all these factor the network does not make the

consumer to change there perception because they think that VODAFONE is

same to hutch or hutch is now VODAFONE

From the different parameter measure and analyses it can be seen that

significance level remain greater than 0.05 it means in all cases null

hypothesis is accepted that is the replacement and addition of different

services ,advertisement ,brand name, and even prices, network etc does not

impact the customer perception

The extent of communication to consumer ( the level of advertisement

penetrating etc)

The proof of the result and conclusion is following VODAFONE

The result of the research is that the rebranding of hutch into VODAFONE

does not have any impact on the customer perception.

There is majority of customer who was the customer of hutch and continue hutch

after rebranding

Suggestion

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VODAFONE should try to change the perception of the customer towards its

services and brand name.

Customer are perceiving the VODAFONE services level are same as hutch so it

should try to create its distinct brand image.

Although the satisfaction level of VODAFONE is high but still they are expecting a

VODAFONE to make distinct brand image so VODAFONE should focus to make the

customer loyalty.

BIBLIOGRAPHY

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Sources of information:

Internet & newspapers

I internet:

Www.google.com

www.VODAFONE.co.uk

www.business-standard.comwww.wikipedia.com

Ii newspapers:

business standard

QUESTIONNAIRE

Hi! I am a mba student representing poona school of business. I am doing a

Research to assess a study on VODAFONE customer satisfaction with special

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http://www.vodafone.co.uk/http://www.business-standard.com/http://www.wikipedia.com/http://www.vodafone.co.uk/http://www.business-standard.com/http://www.wikipedia.com/


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Reference to bharatpur district.

I will be obliged if you spare few minutes from your time to fill up this questionnaire. I

assure you that the information imparted by you will be kept confidential.

Q1) do you have a mobile phone?

Yes

No

Q2) are you aware about all the telecommunications service?

Yes

No

Not all

if yes, then which operators service do you use?

VODAFONE

Airtel

Idea

Reliance

Bsnl

Tata indicomm ( if not VODAFONE then go to q13 )

Q3) are you aware about VODAFONE essar services?

Yes

No (if no, then go to q12 )

Q4) from which source you came to know about VODAFONE?

Advertisement (multi-choice)

Hoardings

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Newspapers

Mouth publicity

Q5) while purchasing a connection do advertising plays any role?

to full extent

To some extent

Not at all

No opinion

Q6) from where did you watch the advertisement most?

Television

Radio

Newspaper

Magazines

Q7) which telecommunication has good advertising?

Air tel

VODAFONE

Idea

Reliance

Others

Q8) how well did the advertisement of the VODAFONE catch your attention?

Very well

Somewhat well

Undecided

Not at all

Q9) do you think that advertisement made by company informs you about

their new products?

Yes

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No

Undecided

Q10) based on advertisements made by company, would you like to go for

more connection for you or your family in future?

Yes.

No.

Not decided.

Q11) since how long you are using VODAFONE services?

Less than 1 month

2-6 months

6-12 months

More than 1 year

Q12) what makes you unaware about VODAFONE?

Less advertisements

Less publicity

Others

(if others then mention ________________________)

Q13) why you are not using VODAFONE services?

Lack of awareness (multi-choice)

High prices

Poor services

Poor network

Q14) would you like to recommend VODAFONE to others?

Yes

No

Q15) give your suggestions to help in serve you better.

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___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

_______________

Name: ________________

Age: ___ years

Sex: male/female

Contact no.: ___________

Date: __________

jitu project1

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