1. VIKAS SHARMA ANAMIKA MANISH PANDEY SAMEER VALOKAR Presentation on Quality of Service, Customer Care, VAS RACHIT JOSHI ARCHIT SARWAL ADITI ROHIT DOSHI

2. Total Quality Management TOTAL QUALITY MANAGEMENT AND CONTINUOUS IMPROVEMENT Total Quality Management

10. The three aspects of TQM Total Quality Management Counting Customers Culture Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems Quality for the customer as a driving force and central concern. Shared values and beliefs, expressed by leaders, that define and support quality.

15. The TQM System Total Quality Management Customer Focus Process Improvement Total Involvement Leadership Education and Training Supportive structure Communications Reward and recognition Measurement Continuous Improvement Objective Principles Elements

16. TELECOM APPROACH FOR QOS

21. CELLULAR SERVICE PROVIDER REPORT OF U.P(WEST)

22. SOURCE:TRAI

26. STANDARDS FOR QOS

28. ISO 27001 CERTIFIED Clients Semiconductor Banking Government Electronics/Entetainment IT Related Telecommunication

30. Information Security

34. Development, Maintenance & Improvement Cycle 1. Establish ISMS scope & policy 2. Perform Risk Assessment & Treatment Plan 3. Prepare SOA 1. Monitor & Review ISMS 2. Mgt Review 3. ISMS audit 1. Design & Implement ISMS 2. Operate ctrls 3.Manage resources & implement training programs 4. Management of security incidents 1. ISMS improvement 2. Preventive & Corrective Action Plan Do Check Act PDCA Model STRUCTURE OF ISO27001:2005

40. ISO 27001 Certification Process 1. Application 2. Documentation Assessment (Stage 1) 3. Preliminary Assessment (Stage 1) 4. Certification Assessment (Stage 2) 5. Award of Certificate (valid for 3 yrs) 6. Post-Award Routine Surveillance 7. Renewal of Certificate (on the 3rd yr) CERTIFICATION PROCESS

44. BENEFITS OF TL9000 AS A BUYER : By selecting suppliers that are TL 9000 certified, you are assured that they have a quality management system that has been systematically audited by an independent TL 9000 registrar. AS A SUPPLIER: TL 9000 certification, along with independent audits, allows you to save time and money by complying with only one quality standard. You save your customers the cost of on-site inspections .

45. How TL 9000 SUPPORTS TELCECOM BIZ Network quality and reliability – Product and service quality – Software development Customer/supplier relationships – Quality of supplier services – Customer/supplier communication and cooperation – Joint quality improvement efforts

46. CONTD… Cycle time reduction – Speed to market – Delivery cycle time Globalization – Eliminate multiple, overlapping standards, metrics and audits

48. IN INDIA……. Infosys Technologies (NASADQ: INFY) has been awarded the TL9000 certification by BVQI (Bureau Veritas Quality International). For the Infosys clients, this means lower total cost of ownership through shared goals on schedule adherence, zero defects, on-time service and improved productivity.

50. Six Sigma for Telecom requires ..

51. Leading software development companies have embraced Six Sigma : Infosys Wipro TCS Motorola Texas Instrument Boeing Honeywe ll

55. Ability Of Customer Care

56. Customer Care Customer Care Functions Of Customer Survey Customer Relationship Mgmt Customer Service Advisor Technical Support Sales Process Awareness Non Technical Support

57. Strategies adopted by CC

60. Telecom Customer Care

61. Customer Care Organization Structure

62. Customer Care Structure

63. Telecom in Customer Care In terms of no of call Source : IMRB Report

64. Customer Care in Indian Telecom www.hud.ac.uk/uni/ customer / pdf / Customer _ care _booklet_web. pdf

65. Customer Care Satisfaction in Telcos

66. Time Duration of the Call Source: www.ibef.com

67. Source : www.ibef.com Feb: 2008

68. VAS Value added services

69. Telecom subscribers growth rate more than 50% in 2008. Source - TRAI

70. Most of the subscribers are added from bottom of the pyramid with low usage. Some alternative revenue streams are required to stop the decreasing ARPU. VAS is the alternative stream.

71. Pre paid and Post paid market share. 2008 Opportunity for generating increase revenue through exploring potential value added services like subscription pack of news , alerts etc

73. Definition of VAS VAS in telecom industry refers to non core services, the core or basic service being standard voice call and fax transmission.

74. VAS market The current VAS industry is estimated at Rs 9760 crore by end june 2009 and Rs 16520 crore by end june 2010. Source – IMRB report

75. VAS REVENUE IN INDIAN TELCOS Source : ibef.com

76. Source : ibef.com

77. Source : ibef.com

78. Source : ibef.com

80. Comparison of categories

81. Perceived and practical value Perceived value – depend upon perceived rather than actual utility to the end user. When the immediate benefits may not be clear to subscriber, the value that the user derives from it largely depends on the marketing efforts. Practical value – completely based on tangible benefits derived from the service. Benefits could be based on time, money etc

84. Pillars of VAS

85. Access device – lack of features like GPRS, GPS makes the number of MVAS futile Content – it depends on geography marketing of content is done by operators, not CA/CP. regional content will give boost to MVAS market challenge – different languages. Infrastructure – setting up infra in rural areas going to play major role in growth of MVAS. Technology - independent of geography

86. MVAS in rural areas. Depends on some key factors – 1. Depend upon there need 2. Awareness for VAS 3. Easy and cheap access mode. Communicating the VAS to rural people is bigger challenge This can be done through regional SMS, separate SMS gateway needs to be installed. Literacy level is another limitation

88. Understanding the Rural Consumer Consumers mainly use voice • SMS is difficult to use due to illiteracy and language problems • Most consumers cant even use the address book/ contacts feature • The phone is used mainly for limited purposes: – For business/ employment related enquires. – To enquire the well-being of relatives in nearby towns. – To call for help during an emergency. • Farmers/fishermen want to know market prices for their produce in cities that are nearby • Phone is not personal. A household or many families share phones • Primary & Secondary users • Intermediated Interaction scenarios

91. MVAS ecosystem

92. Revenue distribution

93. Key factors playing role in revenue distribution

94. Platform – revenue share distribution depends on type of access mode used to deliver VAS. e.g if voice portal is used than technology enabler will get more revenue, as compared to SMS platform is used. IPR – revenue distribution depends on type of content

95. Comparative analysis

96. VAS access modes SMS platform MVAS market is dominated by SMS in terms of revenue. Voice platform interactive voice response is used to deliver voice based value added services GPRS platform this contributes around 6-7% of the total MVAS revenue Unstructured supplementary services data platform(USSD) session based mechanism for delivery of service to the end consumers. These services are delivered through interactive voice session. Contribute around 2-3% on VAS revenue. MMS platform includes multimedia objects.in india it is in nascent stage

98. Evaluation of access modes

103. Mobile banking Various modes – SMS USSD Growth is driven by- convenience of banking operations greater reach to consumers Challenges to m-banking- security concerns limited usage of GPRS

104. Location based services High cost of LBS supporting devices – GPS enables handsets act as roadblock for development of these services

105. MVAS market in India