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1. A
PROJECT REPORT
ON
“SURVEY OF CORPORATE CUSTOMERS FOR
VARIOUS TELECOM PRODUCTS & SERVICES”
FOR
RELIANCE COMMUNICATION LTD.
BY
ADITYA CHOBE
GUIDED BY
Prof. SMITA SOVANI
Submitted to
"University of Pune"
In partial fulfillment of the requirement for the award of the degree
of Master of Business Administration (MBA)
Through
Vishwakarma Institute of Management

2. Pune-48.
ACKNOWLEDGEMENT
Any accomplished work is not possible without the help of others and this
work is not different. Many people helped me to complete my training and prepare its
training report successfully. I am thankful to all of them.
First of all I am very grateful and thankful to Reliance Communication Ltd
who allowed me to undergo training in their company.
I am very thankful to my project guide Mr. Rajesh Wani (Manager
Corporate Sales) under whose guidance I completed my project successfully and
without whose help it would have been very difficult for me to complete the project. I
would like to extend my heartful gratitude to Mr. Rahul Chaure (Head Corporate
Wireless) whose cooperation and contribution was truly unparallel. Further more I
would like to acknowledge the efforts made by all the people at Reliance, Pune to
complete this project successfully.
I also take the opportunity to thank our Director Dr. S. L. Joshi for his
valuable advice, suggestions and guidance. This project would have never been
possible without the guidance and timely help of my project guide Prof. Mrs.Smita
Sovani (Staff in-charge) for which I would be indebted to her. I would also like to
thank all faculty members of Vishwakarma Institute of Management for their advice
and guidance.
I would also like to thank all the respondents who gave some of their valuable
time to me.

3. Finally I would like to thank my family members and my friends for their
valuable inputs.
CERTIFICATE
TO WHOM SO EVER IT MAY CONCERN
This is to certify that ADITYA CHOBE is a bonafide student of VISHWAKARMA
INSTITUTE OF MANAGEMENT. He has successfully carried out his summer
project titled “SURVEY OF CORPORATE CUSTOMERS FOR VARIOUS
TELECOM PRODUCTS & SERVICES” AT RELIANCE COMMUNICATION
LTD, PUNE in the partial fulfillment of Master of Business Administration course of
University of Pune (2006 - 2008).
He has worked under our guidance and direction. His work is found to be good and
complete in all respect. During the period we found him hardworking, sincere and
loyal. We wish him all the best for future.
DR. SHARAD L. JOSHI PROF. SMITA SOVANI
(DIRECTOR) (PROJECT GUIDE)

4. NOMENCLATURE AND ABBREVIATIONS
ADAG - Anil Dhirubhai Ambani Group.
RIM - Reliance India Mobile.
CDMA - Coded Division Multiple Access.
GSM - Global System for Mobile Communications.
FWP -Fixed Wireless Phone.
FWT -Fixed Wireless Terminal.
CUG - Circle User Group.
CWG - Corporate Wireless Group.

5. CONTENTS
S.no Chapters Page no.
1. Executive Summary 1
2. Organizational Profile 3
3. Company Profile 6
4. Objectives and Scope 19
5. Research Methodology 21
6. Data Analysis 29
7. Observation and Findings 48
8. Recommendations 52
9. Conclusion 54
10. Limitations 55
11. Bibliography 56
12. Annexure 57

6. EXECUTIVE SUMMARY
Nowadays IT & Communication is become leading business. To grow this
business most of the leading company making their efforts in order to attract more
sophisticated, valuable customers. Reliance is one of the leading companies in these
competitions.
This project was carried out at Reliance Communication Ltd, Pune. The
Project title is “SURVEY OF CORPORATE CUSTOMERS FOR VARIOUS
TELECOM PRODUCTS & SERVICES”. The duration of the project was two
months from 1st June 2007 to 31st July 2007.
My project work was to find out what corporate customers think about the
Reliance as a brand. The basic objectives of the project were to find out Reliance
penetration as well as analyze & evaluate customer satisfaction level in corporate
sector from Pune city only. The project was especially for wireless products only
which include Postpaid Mobile, FWP, FWT, and Data Card & USB Modem. I
surveyed 300 corporate companies and report in detail prepared which is available
along with this. The scope of the project was restricted to Pune city only. I covered
areas like Viman Nagar, Kothrud, Karvenagar and Dhole Patil road.
The analysis of the project was carried out with respect to its competitors i.e.
Airtel, Tata Indicom, Idea, Hutch & Bsnl. Through this survey Reliance has collected
important information about companies which are ahead of the Reliance. My other
job was to generate leads from market as well as customers aware about new schemes

7. also. During survey I got useful suggestions & recommendation from Reliance & non
Reliance Corporate customers. By analyzing this entire detailed summary prepared &
submitted.
All the customers surprised & happy because Reliance representative has
approached to them for collecting their views about Reliance & other companies.
During survey I learned time management, discussions with top bosses of companies,
punctuality & commitment. All these things I found will be very much useful to me in
future. Customer expectation from service provider was one of the important things
learned by me.

8. ORGANIZATION PROFILE
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).
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.
The Reliance Group story is about how a small Rupees One crore entrepreneurial
venture grow to become a Rs. 60,000 crore enterprise in just 25 years. An
organization where growth is life; which is why today Reliance is among the top 10
petrochemical producers world wide.
It the largest private sector group in India accounting for 9% of the government’s
indirect Tax revenue, about 2.3% of countries experts.

9. The company that set up the world’s largest grassroots refinery at a manager in just 36
month at a cost 30-50% less than that of global undertaking the company that setup
the world’s largest grassroots multi-feed cracker complex.
• The world’s second largest producer of polyester staple fiber and
polyester filament yarn.
• The world’s largest share holder’s family of five millions.
• Only Indian company in business week’s 94 listing of the 50 largest
companies from developing countries.
• In the reckoning as India’s first private sector company to feature in
the global fortune 500.
• Among the world’s top 500 companies by turnover, among world’s top
300 companies by net worth, among world’s top 225 companies by net
profits.
Its manta has been to combine the best technology, the best practices and most
importantly the best people, from over the world. This has enabled it to establish an
enviable track record of implementing global scale projects in record time’s and at 30-
50% Capital cost advantage compared to global peer group.
Over the year Reliance has developed and institutionalized certain core competencies:
relentless pursuit of focused growth, operational excellence, and technology
absorption and capital productivity. All its businesses bear these hallmarks. As it
foray into new customer facing businesses like Petroleum refining
‘Telecommunication and life science they are committed to building customer
intimacy skills in the same effervescent manner. At Reliance the mantra is ‘telescopic
visualization’ and ‘microscopic execution’.

11. COMPANY PROFILE
Reliance Communication (RIC) is India’s largest mobile service provider with
over 7 million customers. Reliance Communication has established a pan-India, high
capacity, integrated (wireless and wire line) and convergent (voice data and video)
digital network, to offer service spanning the entire communication value chain-
infrastructure, services for enterprises and individuals, application and consulting.
Reliance Communication has licenses to offer telecom services in 20 circles
under the unified access licenses. In addition, it has received the letter of intent for the
J&K circle. This has enabled RIC to offer services across the length and breadth of
India’s vast geography through its next generation fiber optic network backbone
spanning 60,000 route km. RIC is currently offering its wireless services in 1,100
towns and cities.
RIC commercially launched its services in May 2003 and within the first 7
month emerged as India’s largest mobile service operator. As of the end of March
2004, RIC had almost 7 million subscribers. Most of this was in the postpaid segment
as RIC launched its pre-paid services only in February 2004. Within this period
Reliance India mobile brand emerged as the most trusted telecom brand emerged as
the most trusted telecom brand in the country.
RIC also offered for the first time in India high-speed mobile data services
though it’s R-world mobile portal. This portal leverages the high-speed data capability
of the next generation CDMA IX network. It providers 70 applications such as news,
astrology, T.V. guides, movie clips etc. and 35 games and logs more than 1 billion hit
a month.

12. RIC is aggressively expanding the reach of its network in order to reach more
subscribers by extending its services to cover an additional 3,800 towns. It is
estimated that the mobile market in India will grow to 140 million subscribers by FY
2008. RIC expects to retain market leadership in this segment.
The second phase of the communication project will usher a Broadband
revolution by providing 100 mbps Ethernet links to its corporate customers. This
revolution will empower the enterprise by making transactions efficient, functions
seamless and new economic opportunities abundant. The enterprises broadband
service is in the process of being rolled out in 30 towns and would then be extended to
cover 200 towns in phases. The services planned include POTS (Plain Old Telephone
Lines) ,Leased lines, International Private Leased Circuits, Virtual Private Network,
Video phone, Audio and Video Conferencing, among others.
RIC will also launch a consumer convergence revolution by providing high
speed Ethernet links to homes. This revolution, called “Net way”, will provide homes
with a range of television channels, high-speed telephony, audio conferencing, video
conferencing, video on demand, Juke box, time shifted TV, T-Commerce, and
surveillance services. All content and interfaces will be enabled to cater to India’s
diverse languages. These services would be accessed thorough a set top box
connected to a TV or a PC. In January 2004, Reliance Communication (RIC)
acquired 100% of the undersea cable company, FLAG Telecom for US$ 211 million
through Reliance Gateway Net Limited, a wholly owned subsidiary of RIC.This
acquisition provider RIC with an international gateway to global markets. The FLAG
acquisition also makes RIC the only Indian Operator to own an international undersea
cable network with a truly global footprint.

13. Key people
Anil Ambani, Chairman and Managing Director
Satish Seth, Vice-Chairman Reliance-ADA Group
S. P. Shukla, CEO - Personal Business & Director - Reliance Telecom
Headquarter
Navi Mumbai, Maharashtra India
Revenue
US$ 4 Billion
Employees
33,000
MILESTONES
The Dream, 1999
"Make a phone call cheaper than a postcard and you will usher in a revolutionary
transformation in the lives of millions of Indians" - Dhirubhai Ambani

14. May 10 2000
Optic fiber laying process commences in Gujarat, Andhra Pradesh & Maharashtra
December 24
Establishes 1st Point of Interconnect (POI) in New Delhi
December 27
Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance
Infocomm
2006
January 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.
January 19
Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
March 06
Reliance 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.
April 27
Reliance Communications launches India’s first Talking Message Service (TMS)
enabling its mobile users to send voice messages to not only other mobiles but also
fixed wireless phones (FWP) and landlines.
July 03
Reliance Communications launches 'Hello Capital Plan' to enable its subscribers in 19
state capitals to call each other at the local call rate of 40 paisa per minute.

15. December 28
Reliance Communications’ FLAG Telecom announces FLAG Next Gen to cover 60
countries
2007
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
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
May 9
RCOM bags West Bengal E-Governance Project
May 10
Reliance sets a new record, one million Classic handsets sold in just one week
June 28
Reliance Communications ties up with Cisco to launch Business Internet Services for
SMEs in Pune
July 7
RCOM and QUALCOMM Collaborate on CDMA2000 Expansion
July 12
Reliance Communications awards Huawei all IP Next-Gen network expansion
contracts

16. PRODUCT PROFILE
There are five products in Reliance Communication like
 Mobile in postpaid
 Fixed wire less phone
 Fixed wire less terminal
 Data card
 USB modem.

17. (1) Mobile in postpaid connection-
In this corporate plans are launched. Here we start from Plan Rs124 to Rs499.The
main plans are-
RIM NJP 124 NJ199SME INDIAONE299 INDIAONE399
Monthly Rent 124 125 299 399
Other charges 0 0 0 0
Total monthly charges 149 125 299 399
Free TT on/off net nil Nil nil Nil
CUG charges 50 Nil 50 50
Intra circle in CUG
CUG FWP
Other than CUG
TO landline
0
0.5
0.5
1
0
0.4
0.5
1
0
0.4
0.4
1
0
0.4
0.4
1
Inter circle calls
Other Mobile
To landline
2.5
2
2.49
2.49
1
1
1
0.4
SMS:
Local 1 1 1 1
National 2 2 2 2
International 3 5 3 3
Roaming:Intracircle 1.40 1.40 1.40 1.40
Intercircle Outgoing 2.40 2.40 2.40 2.40
Incoming 1.75 1.75 1.75 1.75
(2)Fixed wire less phone-

18. Reliance Communications presents the Reliance Fixed Wireless Phone (FWP), a
feature-rich, wire-free phone. A marvel of CDMA2000 (1X) technology, it is far
superior to the ordinary landline. Since it is wireless, the connection remains
unaffected by cable cuts, rains or similar other problems. It is extremely secure and
cannot be tapped by unauthorized persons. The in-built modem lets you access the
Internet at speeds up to 115 kbps. Go ahead, get your connection today!
More savings:
Abundant free calls and attractive call charges to Reliance Mobile and other WLL
(M) phones.
Effective zero rentals:
Value of free calls almost equivalent to monthly plan charges
Free voice mail facility:
Get voice mail facility absolutely free. Pay for retrieving your messages at local call
rates
Free call management features:
Free CLI, call conference, call wait, call divert facilities
Internet access:
Reliance Net connect usage charges as per the Reliance Net connect tariff plan.
(3)Fixed wireless terminal-

19. Superior to the ordinary landline
Presenting Reliance Fixed Wireless Terminal (FWT), a marvel of CDMA2000 (1X)
technology. It gives a connection which is far superior to the ordinary landline. This
wireless telephone connection can be deployed for PBX (board lines) / KTS / cordless phone /
parallel connections. What's more, being wireless, your connection remains unaffected by cable cuts, rains or
other similar problems. Go ahead, get your connection today.
More savings:
Abundant free calls and attractive call charges to Reliance Mobile and other WLL
(M) phones.
Effective zero rentals:
Value of free calls almost equivalent to monthly plan charges.
Free voice mail facility:
Get voice mail facility absolutely free. Pay for retrieving your messages at local call
rates.
Free call management features:
Free CLI, call conference, call wait, call divert facilities.
(4)Data card-
Leveraging our pan-India high speed CDMA2000 1x wireless network, Reliance
Communications offers the country’s foremost wireless Internet connectivity through

20. R Connect nationwide. Reliance Net connect is India’s fastest growing Internet
connectivity service which touched a user base of over 350,000 subscribers in less
than seven months since its launch.
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)
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

21. Plan for data card which is wire less and it can connect to anywhere. Its
speed is 146 kbps. It has two types; one is time based plan and second is database
plan. It is used in laptop.
Time Based Plan Data Based Plan
Plan Name Swift
40
Freedom
@Nite
Swift
72
Swift
100
SWIFT
180
Free-
dom
Free
plus
Plat-
inum
Monthly
Charges
400 400 650 900 1500 650 900 1500
Peak(6-22.00) 20hrs 0.6/m 36hrs 50hrs 90hrs 1GB 1.5GB Un-
limited
Off-peak(22-
6.00)
20hrs Unlimited 36hrs 50hrs 90hrs 1GB 1.5GB Un-
limited
Additional
data usage
0.60/
m
NA 0.60/m 0.60/m 0.60/m Rs2/
MB
Rs2/
MB
NA
.
(5) USB Modem-
USB Modem is the same as Data card .Both are having the same Plan. The
nuance difference is only Data card is used by Laptop & USB Modem is used by
both laptop and computers.
Everything is the same except the name.
S.W.O.T ANALYSIS
STRENGTH:
 Globally known brand.

22.  Innovativeness is done by the company by providing new schemes.
 Bringing in the latest technology in the market i.e. C.D.M.A (Coded Division
Multiple Access).
 JAVA enabled set which can be upgraded in future.
 Excellent work force.
 Very strong financial position.
 Strong corporate image.
 Trying to integrate all Telecom services.
 Largest retail presence in the market place.
WEAKNESS:
 First direct customer integration.
 Primary focus area is maximum coverage through it gives importance to
providing good service but superficially.
 Poor retail experience.
 Many hidden policies.
 It has grown from a few people to 28000 in the last 12-18 months and most of
them have not worked with each other. Building a cohesive organization takes
time.
OPPORTUNITY:

23.  Vast untapped market
 60,000 km optic fiber network.
 Out 18Telecom circle in India Reliance has license for operation in 18 circles.
 Better source of revenue, having a well established industry in India.
 Increasing communication needs of individuals especially corporate sector.
 High advertisement can create a demand for the Reliance.
 Building more trust and faith though its good will
THREATS:
 The negative publicity by its competitors.
 New competitors coming with more attractive plans.
 Well established competitors.
 Limited availability of handsets.
 Negligence in terms of service will deteriorate its position in market.

24. OBJECTIVES
The objectives of the project are divided into two:
1. Primary Objective
2. Secondary Objective
PRIMARY OBJECTIVE
“To find out Reliance penetration in corporate market.”
SECONDARY OBJECTIVE
1. To analyze & evaluate Satisfaction of Corporate Customers towards Reliance.
2. Competitors Analysis.
3. Market awareness about Reliance Wireless Services.
4. New opportunities in this market.
5. Problems related to this service.

25. SCOPE
There are very large no of customers of Reliance spread over various areas. I
Studied market in Pune city & conducted survey in some areas.
Locations:
 Kothrud.
 Karvenagar.
 Dhole patil road
 Viman Nagar.
The customers from various offices, industries were interviewed.
I surveyed 300 customers.
Project include
 Only Wireless services provided by Reliance.
 Only Postpaid corporate customers were interviewed.

26. RESEARCH METHODOLOGY
A research design is the arrangement of condition for collection and analysis of
data in a manner that aims to combine the relevance to the research purpose with
economy in procedure. Research design is the important because it facilitates the
smooth sailing of various research operations, thereby making research as
efficient as possible yielding maximum information with minimal expenditure of
minimum time, effort, money.
The research design chosen for the project was DESCRIPTIVE RESEARCH
DESCRIPTIVE RESEARCH studies are that studies that are concerned with
describing the characteristic of a particular individual, or of a group. In descriptive
the researcher must be able to define clearly, what he wants to measure and must
find adequate methods of measuring it along with a clear cut definition of
population he wants to study. The research design must make enough provisions
for protection against bias and must maximize reliability, with due concern for the
economical completion of the research study.

27. Approach Summary
Step 1 Initiation of the project
Step 2 Study Design
Step 3 Survey
Step 4 Data Analysis
Step 5 Recommendations
STEP 1
 Understanding the organization.
 Understanding the scope of the project.
 Formulation of plans to address the study objectives.
 Studying product related details offered by Reliance & other competitors on
 Secondary data from Reliance.
STEP 2
 Designing of the sample from existing data base
 Collective preparation for interview & questionnaire.
 Preparing the data analysis plan including data base structure.
STEP 3
 Collection of data by conducting the interviews (primary data)
 Collection of secondary data from BEL

28. STEP 4
 Area wise analysis & competitors mapping.
 Analysis based on product/aesthetics type.
 Analysis based on pricing.
STEP 5
 Suggesting guidelines for improvement.
 Presentation of findings.
The entire project was carried out for more than 2 months
62 days.
INFORMATION NEEDED
 To understand the product & service offering by Reliance.
 To assess the customer/dealer perception about the quality of Reliance
products and competitors.
 To receive the suggestions from the customers/dealers for value addition.
 To make use of the valuable information given by customer for offering them
various attractive schemes.
 To trace the overall customers/dealers as well as competitor profile.

29. SOURCES OF DATA:
I have done the project by taking both the Primary and Secondary data.
Primary data:
The data which I have collected from different corporate and SMEs
through questionnaires
Secondary data:
The data which is given by the company and I also searched the data
through the area wise telephone directory and field search. The data is all about
regarding the address and contact numbers of the corporate and SMEs.
QUESTIONNAIRE PREPARATION:
RESEARCH INSTRUMENT:
I used questionnaire as research instrument to collect the requisite information
for the research. Questionnaire method was chosen because of its versatile.
Almost every market problems involves people. Therefore ideas relative to people and
its solution can be obtained by asking them about their problems.
This type has the advantage that the respondents do not know exactly what is being
measured and hence are not biased their answer to some extent. My research design

30. made it necessary for me to collect accurate data to achieve useful result. For this
reason I have decided to use primary source of data as well as secondary data
DESIGNING OF QUESTIONNAIRE:
Questionnaires are designed according to project requirement and company
need. So while designing the questionnaire we have to include both awareness about
the company’s product and the competitors. But my main objective was to create the
awareness of the company’s product and to generate the leads for the company, so
that questionnaire was designed according to gather data and find out the prospective
corporate and SMEs.
SAMPLING
Target population
Entire corporate and SMEs in Pune
Sampling frame
The corporate & SMEs having more then 10 employees.
Sampling method:
Probability sampling

31. SAMPLE PLAN:
A proper sampling plan is very important in the research process and it also
makes the research process easy. It includes the sampling element, sample size and
sample area.
a) SAMPLE ELEMENT:
It includes those respondents who are going to fill up and answer the
questionnaire.
b) SAMPLE SIZE:
I have worked on a sample size of more than 300 numbers including all the
corporate and SMEs.
c) SAMPLE AREA:
The company had given me the instruction to visit all corporate and SMEs
mostly the corporate (having employees more then 10). My main task was to collect
the business related information from the corporate and to generate the leads for the
company and to create awareness about new plans provided by the company for
wireless services.
My area: Pune (Kothrud, Karveroad, Dholepatil road, Viman nagar)
Tools used for data presentation
---- Pie charts
----Bar charts

32. CONTACT METHOD:
Personal as well as telephonic interview methods were used.
 Personal Interview: A person known as interviewer asks question in face to
face contact to the other person.
 Telephonic Interview: This method of collecting information consists in
contacting respondents on telephone itself.
The chief merits of such a system are
 It is more flexible than other methods.
 It is faster than other methods.
 It is cheaper than personal interview.
 Recall is easy.
 There is higher rate of response.

33. STATISTICAL TOOLS USED FOR DATA ANALYSIS:
For analyzing the data I used Correlation analysis: This was used to correlate
the complaints given by the dealers with the corresponding recommendations and
suggestions .Correlation testing between the dealers complaints and suggestions help
to decide whether I can infer any solution from dealer s suggestions to tackle their
complaints.
Area wise analysis of the share of Reliance competitors gives area wise share
of each competitor and Reliance Competitors respective areas.

34. Data analysis
Company Owned Mobile connection:
Total no of Corporate Customers: 300
TASK
10 DAYS 34 DAYS 7 DAYS 7 DAYS
INITIATION OF
PROJECT -----
STUDY DESIGN
-----
FIELD WORK
------
DATA ANALYSIS
-------
RECOMMENDATIONS
------

35. Company Owned Mobile
105, 36%
62, 22%
20, 7%
85, 30%
10, 4%
3, 1%
Rel
Idea
Tata
Airtel
Hutch
BSNL
Area wise-
Company Owned Mobile
972
721
54
1090
45 15
0
200
400
600
800
1000
1200
R
el
Idea
Tata
A
irtel
H
utch
B
SN
L
NoofConnections
OPERATOR

36. Viman Nagar
44%
17%
2%
33%
3%
1%
Rel
Idea
Tata
Airtel
Hutch
Bsnl
Karve Nagar
45%
13%
3%
36%
3% 0%
Rel
Idea
Tata
Airtel
Hutch
Bsnl

37. Kothrud
38%
24%
3%
29%
3%
3%
Rel
Idea
Tata
Airtel
Hutch
Bsnl
Dhole Patil road
27%
19%
4%
42%
8%
0%
Rel
Idea
Tata
Airtel
Hutch
Bsnl

38. Top ten companies having Reliance Mobile Connection:
 Universal construction Pvt Ltd.
 Flair Network system.
 Kleenair System Pvt ltd.
 Vintage cards & Creation.
 Quinolex Consultancy Ltd.
 Weikfield Product Company.
 Bajaj Alliance.
 Shrikrushna Agroequipment.
 Desai Eng.
 Seed Infotech.
Observation & Findings:
 Out of 300 corporate Reliance are having large number of customers.
 Airtel got second position but airtel are having large number of connections.
 Reliance captured most of the market from Viman Nagar & Karvenagar.
 Due to cheapest handset & Cost effective plans Reliance is growing today.
 Most of the connections are from Software & Service Industries.

39. Fixed Wireless Phone:
Total no of Corporate Customers: 300
FWP
110, 61%
70, 38%
2, 1%
Rel
Tata
Airtel
 Reliance is having 110 customers out of 300 corporate.
 Tata is having 70 customers out of 300 corporate
FWP
480
290
5
0
100
200
300
400
500
600
Rel Tata Airtel
Operator
NoofConnections
Operator

40. Viman Nagar
60%
40%
0%
Rel
Tata
Airtel
Karve Nagar
62%
38%
0%
Rel
Tata
Airtel

41. Kothrud
67%
33%
0%
Rel
Tata
Airtel
Dhole Patil road
53%43%
4%
Rel
Tata
Airtel

42. Top ten companies having Reliance FWP Connection:
 Golden Stable Outsource Service
 Universal construction Pvt Ltd
 Info Vision Information
 Jones Lang Lasalle Meghraj
 Regenesis
 SNS Technology
 Malaysia
 Fresenius kabi Pvt ltd
 Kothari cars Pvt Ltd
 Shrikrushna Agroequipment
Observation & Findings:
 Reliance & Tata are major operator having FWP connections.
 Reliance is having large number of connections.
 Reliance captured most of the market from Kothrud& Karvenagar.
 Due to cheapest call rate Reliance is growing faster.
 Now days Tata gives tough fight to Reliance by providing better plans.

43. Data Card
Total no of Corporate Customers: 300
Data Card
84, 78%
2, 2%
21, 20%
Rel
Airtel
Tata
 Reliance is having 84 customers out of 300 corporate.
 Tata is having 21 customers out of 300 corporate
Data card
300
3
75
0
50
100
150
200
250
300
350
Rel Airtel Tata
Operator
NoofConnections
Operator

44. Area wise:
Viman Nagar
80%
15%
5%
Rel
Tata
Airtel
Kothrud
70%
26%
4%
Rel
Tata
Airtel

45. Karve Nagar
82%
18%
0%
Rel
Tata
Airtel
Dhole Patil road
57%
36%
7%
Rel
Tata
Airtel

46. Top ten companies having Reliance Data card Connection:
 Vintage cards & Creation.
 Quinolex Consultancy Ltd.
 Fresenius kabi Pvt ltd.
 AES Eng ltd.
 SNS Technology.
 Influx Multitrade Ltd.
 Sansui Software Ltd.
 House full International.
 Software AG India ltd.
 Jones Lang Lasalle Meghraj.
Observation & Findings:
 Reliance captured most of the market for Data card.
 Reliance have large no of customers as well as connections.
 Most of the connections are from Software & Service Industries.
 People prefer Data card while traveling.
 Due to high prize people didn’t go for data card.

47. Issues with Existing Service Provider:
1. Billing
Billing No. out of 300 % out of 300
Reliance 90 30
Tata indicom 25 8.33
Airtel 30 10
Idea 18 6
Hutch 8 2.6
Bsnl 22 7.3

48. Billing Issues Areawise for
Reliance
47%
16%
24%
13%
Viman Nagar
Karve Nagar
Kothrud
Dhole Patil road
Billing Issues with reliance:
 Large number of Reliance customers faced problem for Billing.
 Delivery problem.
 Bill paid but again included in next bill.
 Customer paid bill by SMS.
 After paying bill also phone will be disconnected.
 Sometimes problems in amount (CUG, Miss Call, SMS).

49. Customer Care:
Customer Care No out of 300. % out of 300
Reliance 50 16.6
Tata indicom 13 4.3
Airtel 8 2.6
Idea 4 1.33
Hutch 1 0.33
Bsnl 17 5.66

50. Areawise Customer care Issues for
Reliance
50%
16%
16%
18%
Viman Nagar
Karve Nagar
Kothrud
Dhole Patil
road
Customer Care Issues with reliance:
 Most of the complaint came from Viman nagar.
 No problem solving quickly by Reliance Web world.
 No response for *333.
 No proper coordination between employees.

51.  Reliance Web world employees didn’t have perfect knowledge about product.
 Higher authority can’t meet for problem solving.
Coverage Issues:

52. Coverage No. out of 300 % out of 300
Reliance 12 4
Tata indicom 8 2.66
Airtel 2 0.66
Idea 2 0.66
Hutch 1 0.3
Bsnl 6 2

53. Areawise Coverage Issues for
Reliance
25%
33%
25%
17% Viman Nagar
Karve Nagar
Kothrud
Dhole Patil
road
Coverage Issues with reliance:
 Most of the complaint came from Viman nagar.
 Main Pune city didn’t have coverage problem.
Hardware:
Hardware No. Out of
300
% out of
300
Reliance 12 4
Tata Indicom 5 1.66

54. Hardware Issues with reliance:
 Customer faced problem for display of the screen.
 Customer faced problem for handset hang.
 Some customer faced problem for durability of handset.
Satisfaction level with existing service provider:
Rating: 1(least)-5(most)
Overall rating given by 300 corporate

55. Satisfaction Level
3
4
3
4
3 3
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
Rel Idea Tata Airtel Hutch BSNL
Operator
Rating
Observations & Findings:
About Products:
Mobile:

56.  Due to cheapest handset & Cost effective plans Reliance is growing today.
 For Postpaid there is no any Advertisement due to which people didn’t aware
about good schemes.
 Postpaid is generally for corporate industries.
 If Number is terminated then handset will be of no use.
 Separate handset for Prepaid & Postpaid due to which large number customer
switched to other operator.
FWP:
 Reliance is having separate handset for net.
 Tata Provide only 1 handset of Rs 1150 with net facility due this lots of
customers from Nagar road was shifted to Tata.
 Only Reliance to Reliance calling is cheapest others outgoing is high.
 Only corporate plan is cost-effective.
 Nowadays Bsnl gives tough fight by various plans.
Data card:
 There is no Advertisement through TV, Paper, and Hoardings.
 Due to this people didn’t aware about it.

57.  Due to high prize people didn’t go for it.
 Nowadays Prizes slashes but people didn’t know it.
 Data card only use for laptops.
 Nowadays prizes for laptops slashes due to which there is huge demand for
Data card.
About Office Network:
 There is no proper coordination between others department.
 Due to launching of Wimax everybody wants it & not gives so much interest
for Data card& USB.
 Only one employee seat for CAF verification.
 Same employee for delivery also.
 Delivery boy gives only delivery but didn’t give Installation about product.
 Sales Associates at least have knowledge about all products.
 He /she must have knowledge about Installation.
 Sales associate have some printed pamphlets about products.
 Web world employees must be recruited by Reliance office only.
PROBLEMS FACED BY CUSTOMERS

58. Reliance Communication is one of the leading telecom service providers, but its
customer are still facing some of the problems that are hindering its growth and
smooth functioning. By directly communicating with the customer I found the
following problems faced by the customers.
These problems are:
 Improper distribution of bills:
A large number of customer are facing billing related problems They have not been
receiving the bills for the last many months as a result of which the image of the
company is spoilt in the market.
 Previous payment not reflected in the bills:
It has been noticed that the bills do not reflect the change to be made the payment as
desired due to which previous due are reflected in the bills even though the payments
are received.
 Delayed rectification of bills:
Various changes like address rectification, previous dues waving the over drawn
change rectification of rate plans etc not rectified properly.
 Incorrect rates plans shown:
In several bills wrong rate plans are shown due to improper filling customer
application forms, due to which the billing is not properly done.
 Connectivity problem:
Many customers are facing connectivity problem. They feel that after going 50 to 60
km away from Pune into interiors of Maharastra the connectivity very poor.

59.  The records are not updated:
The records are not updated as a result of which the subscribers do not receive the
required information immediately.
 Delayed action taken by employees:
The employees do not take immediate action on the problem faced by the customer
as a result they have to bring to notice the problem again and again.
 Customer care services :
The customers are not satisfied with the customer care service s provided to them.
RECOMMENDATIONS

60. The interpretation of data revealed certain factors and problem which would affect the
future growth of the company (as stated earlier).
Recommendation regarding to above found problem are as follows:
 It is very important to rectify billing related problem with proper coordination,
and working.
 The company should strive hard to keep its after sales services best as now the
customer have increased largely. They should live up their name in sales
services.
 The Data base should be updated in such away that the customers receive the
required information immediately.
 While filling up to the C.A.F. forms extra care should be taken and the
customer should be given detail information regarding the rate plan they are
going to use.
 Use only one handset for prepaid & postpaid subscriber.
 The customer should be made aware of the latest developments by issuing
pamphlets, broachers etc.
 The subscribers problems should be solved as early as possible and he should
be assured that he will not be facing the problem in near future.
 Sales Associates at least have knowledge about all products
 Web world employees must be recruited by Reliance office only.
 The company should improve its connectivity problem as early as possible
because of the stiff competition it is facing in the market.
 The customer care services should be improved

61.  The company should try to aggressive marketing by advertising its product
like FWP, FWT & Data card which has less market share as compared to
RIM.
 Reliance launches many schemes which is good for the company but before
the implication of these schemes the new schemes is launched.
 In order to improve the coverage it has to follow aggressive marketing.

62. CONCLUSION
Although a large number of corporate subscribers are satisfied with the
services provided to them, but it needs to gear up with the procedure of billing,
services and connectivity to provide not only satisfactory but a delighting service or
else the subscribers will not be locked for a long time, due to the emergence of a large
number of competitors in the market.
Though the company is financially strong at the moment but in long terms to
maintain its position, market share and customer loyalty it needs to remove its
shortfalls.
LIMITATIONS

63.  Inadequate information: Many Corporate did not reveal business related
information like turnover, there manpower, the telecom services used by them,
so due to which some of the questions were not answered/filled properly or
accurately.
 Sample size: As a number of corporate in Pune is large enough and widely
spread all over the city, so it was difficult to cover all the areas in such a short
span of time so for the convenience I took 300 as my sample size. And I
restrict my self in to four areas only.
 Many respondents could not give sufficient time to answer/fill the
questionnaire.
 Due to rainy season during duration of my project it was very difficult to
approach the corporate; as a result I was short to visit no. of corporate in a day.
 Some of them asked why should they give information and they are afraid to
give the information because if the company misutilize the information.
 Some of the corporate were very much disappointed with reliance service so
they didn’t entertain us.
 As I was not given any identity proof by company so some of the corporate
didn’t entertain me as they asked to show identity proof.
Bibliography

64. BOOKS
i. Marketing Management by Philip Kotler
ii. Research Methodology by C.R Kothari
iii. Company Manuals
WEBSITES
i. www.relianceada.co.in
ii. Reliance Pune Intranet
iii. www.google.co.in

65. CWG – Questionnaire
1. Corporate Name ___________________________________________
2.
Address___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
3. Contact Person __________________Contact No.
__________________
Contact Person __________________Contact No.
__________________
4. Nature of Business __________________
5. Turnover _______________Crs
6. Number of Branches _____________Nos
7. Number of Employees ____________Nos
8. Number of Laptops _____________Nos
9. Company Owned Mobile Connections __________ Nos
RELIANCE IDEA AIRTEL HUTCH TATA BSNL
Plan Details Rent _____ Local ____ STD ____ CUG ____ Total Bill
_____
10. FWP Connection __________ Nos
RELIANCE BSNL TATA
Plan Details Rent _____ Local ____ STD ____ CUG ____ Total Bill
_____

66. 11. Data Card Connection ___________ Nos
RELIANCE AIRTEL TATA
Plan Details Rent ______ Free Data Usage _____Free Time Usage ____Total Bill
_____
12. Issues with Existing Service Provider
Operator Resolved Pending
Billing
Coverage
Hardware
Customer care
Plans
Others
13. How Satisfied are you with the Existing Service Provider
1(Least)- 5(Most)
RELIANCE IDEA AIRTEL HUTCH BSNL TATA
14. Do you require more connections?
Mobile FWP FWT Data Card USB Modem
15. Remarks / Any Suggestion
___________________________________________________________
___________________________________________________________
___________________________________________________________
______