idea training report

7/31/2019 Idea Training Report

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Prepaid Head(SDQ)

Idea Cellular

Lucknow

A Project Report On

Reason of CSA RejectionOn Basis of Market Survey

By

AJAY KR. PANDEY

Mr. Peeyush PandeyDirectorKNIPSSSultanpur (UP)


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CROSS FUNCTIONALTraining :Service Delivery Quality

09th Feb06th March

!YLP 2009

Ajay Kr. Pandey


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A report submitted in partial fulfilment of therequirement of BBA programmeclass of

20092010of

Kamla Nehru Institute of Physical & Social Sciences(Management & Technology Centre) Sultanpur (U.P.)


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A large number of individuals have contributed to this project. This project

is a humble attempt to sketch down the contribution of all those persons

who have directly or indirectly given their precious time and help along

with proper guidance for covering this report in the following shape.

ACKNOWLEDGEMENT

First of all I would like to thankMr. Rajesh Sharma, Project Coordinator

Prepaid Head Idea Cellular Lucknow, without whose permission project of

CSA Rejection . Next, I would like togive my special thanks to Mr. Syed

Hasan Masood who supported and allowed me to cover the project area

. I am also very much thankful to Mr. Himanshu Mishra ,who supported me

in drafting this report


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ACKNOWLEDGEMENT

I am much inclined to convey my heartiest thankfulness to

who always helped me and provided me relevantHelp in the subject to enable to prepare the project.

I am indebted to my esteemed faculty guide

whose dynamic leadership

counselling and continuous efforts has been a source ofencouragement and inspiration to me.

Lastly but not the least, I pay my gratitude to my parents,family members, faculty members of KNIPSS (M&T Centre) and

all executives of ,Lucknow for their moral

support and whole hearted cooperation in preparing this report.

AJAY KR. PANDEY


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PREFACE

This report deals with the Under standing the Importance of

Customer application Form (CAF) in selling aConnection .This report isbeneficial not only for the company but also for the researchers and

business executives. Keeping the point of view simplicity and the motive

of making this report understandable to the laymen and also helped

reducing the rejection rate, data are taken only of January 2009.

Hope readers of this report will find it useful to enhance their

knowledge and this report will surely help them in various ways.

Due importance has been given at various level of writing this

report so that mistakes should be avoided, but even if some creeps

in, that shall be regretted. All the suggestions are welcome.

AJAY KR. PANDEYE-mail:[email protected]


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Sr. No. Particulars Page No.

1. Acknowledgement 5

2. Preface 7

3. Certificates

4. Executive Summary 9

5. Company Profile 10

5.1 History of the Company 16

5.2 Company Mission 21

5.3 Company Parteners 22

5.4 Brand Information 24

6. Introduction 27

6.1 Prepaid process 29

6.2 Distributor and retailer visit 58

7. Data Presentation and Analysis 63

8. Conclusion 72

9. Suggestion 73

Contents


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I have done my project on Prepaid Service, Rejection of

(Customer Application Form)CAF .I was appointed as a

summer trainee for SDQ Dep. Idea cellular Lmt. Lucknow.

My report includes various aspects of Rejection

(Customer Application Form). My focus was on studying theRejection Reason and Reducing the Rejection rate.

Executive Summary

I studied the audited report of Market Survey tried to explore

the meaningful information from those various data


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COMPANY PROFILE


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Date of Establishment :1995

Revenue :Rs. 67374 million (year ended March, 2007)

Market Cap :Rs. 28,606.84 crores (May 2, 2008)

Branches :Delhi, Maharashtra, Goa, Gujarat, Andhra

Pradesh, Madhya Pradesh, Chattisgarh,

Uttaranchal, Haryana, UP-West, HimachalPradesh, UP-East, Rajasthan and Kerala

Management Team :Sanjeev Aga - Managing Director

Anil J. Jhala - CFO

Anil K. Tandan - CTO

Prakash K. Paranjape - Chief Information

Officer

Pradeep Shrivastava - Chief Marketing

Officer Navanit Narayan - Chief Service

Delivery Officer

COMPANY PROFILE


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Idea Cellular Ltd. is India's leading GSM mobile services operator. It has

licenses to operate in 11 circles. The company has a customer base of over 17

million. It is the first cellular company to launch music messaging with

Cellular Jockey, Background Tones, Group Talk, a voice portal with Say

IDEA and a complete suite of mobile email Services.

The company has introduced customer friendly and competitive pre-paidofferings. It has launched super power, 2 minutes outgoing free, lifelong offer

and other segmented offerings like women's card. It is a proud recipient of

GSM Association Award for CARE.

The company considers human resources as pivotal for its long-term success.

It endeavors to be the best employer, attracting and retaining the bestemployees. Idea Cellular Ltd. hires the best professionals who are full of ideas

and develops them for future leadership positions. It provides a chance to its

people to seek opportunities, give opinions and always speak their mind

Overview


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An Overview

One of the leading GSM technology based cellular service operators.Currently operation in 11 Circle offering services in:

Pre-Paid

Post-PaidEnterprise Business Unit

PCO

Value Added Service

International global calling card


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IDEA Cellular is a leading GSM mobile service operator with panIndia licenses. With a customer base of over 40 million in 15service areas, operations are soon expected to start in Orissaand Tamil Nadu-the first steps in providing pan India servicescovering over 90% of India's telephony potential.

A frontrunner in introducing revolutionary tariff plans, IDEACellular has the distinction of offering the most customer

friendly and competitive Pre Paid offerings, for the first time inIndia in an increasingly segmented market.

.

Company Information


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Customer Service and Innovation are the drivers of this Cellular Brand.

A brand known for many firsts, Idea was the first to launch GPRS and

EDGE in the country. Idea has received international recognition for its

path-breaking innovations when it won the GSM Association Award for

"Best Billing and Customer Care Solution" for 2 consecutive years.

IDEA Cellular is part of the Aditya Birla Group, India's first trulymultinational corporation. The group operates in 25 countries, andis anchored by over 1,25,000 employees belonging to 25nationalities. The Group has been adjudged 'The Best Employer in

India and among the Top 20 in Asia' by the Hewitt-Economic Timesand Wall Street Journal Study 2007.

Company Information


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History

The chronology of key events of the Company from incorporation is

set out below:

2008

Idea acquired 9 licences for Punjab,Karnataka, Tamil Nadu & Chennai, WestBengal, Orissa, Kolkata, Assam, North Eastand Jammu & Kashmir

Acquired Spice Communications with theoperating circles of Punjab and Karnataka

Launched services in Mumbai metro in thelargest single metro city launch, ever

Launched services in Bihar

Acquired Escotel, incumbent cellular service

provider in Haryana, UP(W) & Kerala and new

licensee in HP


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2007

Won an award for the "CARE" service in the"Best Billing or Customer Care Solution" at theGSM Association Awards in Barcelona, Spain

Initial Public Offering aggregating to Rs.28,187 million and Listing of Equity Shares onthe Bombay Stock Exchange and the NationalStock Exchange

Merger of seven subsidiaries with Idea CellularLimited

Reached the twenty million subscriber mark

Brand IDEA launched Delhi operations

commence (Nov

2006

Became part of the Aditya Birla Group subsequentto the TATA Group transferring its entireshareholding in the Company to the Aditya Birla


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Acquired Escorts Telecommunications Limited(subsequently renamed as IdeaTelecommunications Limited)

Restructuring of debt

Launch of the New Circles

Reached the 10 million subscriber mark

Received Letter of Intent from the DoT for anew UAS License for the Mumbai Circle.

Acquired RPG Cellcom, service provider inMadhya Pradesh (Feb) Awarded

2005

Reached the five million subscriber mark

Turned Profit Positive


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2004

Completed debt restructuring for the thenexisting debt facilities and additional fundingfor the Delhi Circle.

Acquired Escotel Mobile CommunicationsLimited (subsequently renamed as IdeaMobile Communications Limited)

Reached the four million subscriber mark

2003Reached the two million subscriber mark

2002

Changed name to Idea Cellular Limited and

launched "Idea" brand name

Commenced commercial operations in DelhiCircle

MoU for merger between Birla AT&T andTata Cellular Limited Andhra Pradesh

signed (Jan)


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2000

Merged with Tata Cellular Limited, therebyacquiring original license for the Andhra PradeshCircle

1999

Migrated to revenues share license fee regimeunder New Telecommunications Policy ("NTP")

1997

Commenced operations in the Gujarat andMaharashtra Circles

1996

Changed name to Birla AT&T CommunicationsLimited following joint venture between GrasimIndustries and AT&T Corporation

Birla AT&T commence Cellular

operations Maharashtra & Gujarat


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Company Mission


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Company PartnersIDEA welcomes all businesses and individuals interested in partnering withus to enhance and strengthen the IDEA products & services portfolio.

To explore such potential partnerships, kindly get in touch with us bysubmitting the Partners Form.

Some of our Technology and Content Partners:

1. Onmobile Asia Pacific Ltd

2. Cellebrum India Ltd

3. Siddhivinayak Astro

. Services Ltd.
http://www.ganeshaspeaks.com/index.jsphttp://www.onmobile.com/


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4. Kodiak Ltd

5.Mauj

6.Net4nuts India Ltd

7. Yahoo

9.NDTV

10.Mobile2win

8.Rediff
http://www.mobile2win.com/http://www.ndtv.com/http://www.rediff.com/http://in.yahoo.com/http://www.net4nuts.com/main/index.htmhttp://www.mauj.com/http://www.kodiaknetworks.com/


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Brand InformationThe brand Idea

It is almost impossible to disintegrate brand Idea from the

corporate Idea. Brand values are the company values and vise

versa.

Brand Vision: It goes without saying that the brand vision of idea

mirrors the companys vision. The brand mission statement is......

To be the most customer-focused mobile service brand,continuously innovating to help liberate our customers from the

shackles of time & space.

Innovate . Stimulate . Liberate ....It is these brand values, which have made us a formidable player in the telecom

industry. Innovations that stimulate the customer and liberate him from the

shackles of time and space are the core of our brand. This is what we strive for.

Nothing more, nothing less, nothing else

IDEA - Brand Values


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Brand Initiatives -

Company aim, through media buying and planning, is to create year round impact.

With the objective of Strengthening our brand, we work with strategic

communication partners on campaigns like sponsorship of the Idea International

Indian Film Academy awards and the television programs Idea Rocks India, Idea

Star Singer and Idea Andhra Idol. We seek engagement with subscribers on a

variety of levels, from major celebrity fashion shows to small local events timed to

coincide with new product offerings

Since August 2003, we have commissioned a Brand Track Index Study to evaluate

the health of our brand. The Brand Track Index Study is a monthly study

conducted by TNS, a marketing consultant engaged by us to evaluate our brand

using face-to-face interviews on a random sample of mobile users a well as those

Intending to purchase mobiles within the next three months. According to the

study our brand is perceived as reliable/trustworthy and one that offerscheaper and good promotional offers. We have improved our rating in the

Brand Track Index calculated by the study in the past year reflecting, we believe,

the growing strength of our brand.


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The main communication medium for the Idea brand is television,

where we seek strategic Idea brand coverage in various formats.

Billboards and hoardings are used as a secondary medium, customized

for specific regional preferences to communicate effectively at the local

level. We also use other mass communication media such as the press

and radio to communicate price plans and other tactical and customer

information.

IDEA - Brand Mission

The India footprint Idea

Anywhere connectivity - bringing India closer.

The Technology Advantage Idea

Tomorrow's technology to enrich today.

The Customer Focus Idea

Make a single interaction a lasting relationship.

The Employee Focus Idea

Nurture the roots that nurture our ideas


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INTRODUCTION

Training :Service Delivery Quality

(Prepaid)


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A leading GSM mobile services operators in India ,Idea cellular has licenses to

Operates in 13 circles .With a customer base of over 18.7 million and growing

fast, Idea Cellular currently has operations in Delhi ,Himanchal Pradesh

,Rajasthan ,Haryana ,Uttar Pradesh (W), Uttar Pradesh (E) ,Madhya

Pradesh,Gujarat, Maharastra ,and Goa ,Andra Pradesh ,and kerla. Idea

cellulars Footprints currently covers approximately 60 percent of Indias

potential telecom market. Idea has over 17,1058 cell sites in 8452 census town

and population centers across 11 circles . It presently has licenses for mumbaiand Bihar (through ABTL) and national long distance is on the anvil.

With the planned expansion into mumbai ,Bihar and Jharkhand ,Ideas

footprints will cover nearly 70 percent of Indias telephony potential .

Customer Service and innovation drive Idea .A Brand Known Many first tohave launched GPRS and EDGE in the country.

The latest Feather in the Idea cap is the GSM association Award for bill Flash

for the second successive year . This international award makes Idea the first

Indian cellular operator to win an award an this prestigious platform.

IDEA Cellular Lmt.


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Prepaid:

Prepaid production in Idea is called Chit & Chat can be applied

for off-theshelf and one can start using it right away .The main

advantages of a Prepaid Card is that there is neither a SecurityDeposit charged for activation nor any monthly rental .

Idea Chit Chat Cards Can be bought from any of the idea

Retailer Outlets. At the time of activation ,a form needs to be

filled up which contain personal information like the name

.address ,etc. and supporting documents for address & Identityproof need to be provided . On submission of the form and

required documents ,the connection gets activated .

Prepaid Terms & Condition (application)

A passport Size photograph

Proof Of Identity

Following needs to be submitted for activation of a Chit Chat card :


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Valid Proof of identity :

Valid Driving License / Voters ID card

ID card (for Govt, Employees and Defenses Personnel ).

PAN Card

Renewed Passport (all the pages of the passport)

Senior Citizens card with clear photograph

Valid Credit card with photo .Bank passbook with photograph attested by the bank

Proof of address:

Copy of Electricity/Telephone bill

Copy of Credit card Statement

Copy of Valid Ration card /License /Passport

Copy of Resident lease agreement /Purchase agreement /Sales deed

Copy of Letter certifying billing address.

PREPAIP ACTIVATION FLOW


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PREPAIP ACTIVATION FLOW

1 Customer Comes to Retailer point for purchasing the

prepaid card.

Immediate

2 Retailer to take Photograph, Copy of identity and

proof of address.

Immediate

3 Retailer to match the photograph with actual

subscriber.

Immediate

4 Retailer match the POI and POA with Originals. Immediate

5 Customer to fill CAF , Paste photograph on CAF

,Attach Clear copy of POI and POA with CAF.

Immediate

6 Retailer to ensure customer signs CAF ,POI and POA

in the presence of retailer.

Immediate

7 Retailer to certify POI/POA and CAF with his

signature and stamp .

Immediate

8 Runner to pickup the CAF and take it to distributor.


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9 Distributor to verify the details in the enrollment form with complete

supporting document and ensure the completeness.

4 to 6

working

hours

10 Distributor to verify the completeness of documentation e.g.

CAF,POI and POA with his signature and stamp .

4 to 6

working

hours

11 Distributors / Retailers to ensure complete address on CAF with

proper Landmark

4 to 6

working

hours

12 Distributor will activate the connection ( by dialing *141*MSISDN# )

after all above steps.

4 to 6

workinghours

13 Form from Distributor are picked up authorized agency . 24 hours

14 Form from main town reaches to agency office within 48 to 72

hours.

24 hours

15 Form from upcountry locations reaches to agency office within 48

to 72 hours.

48 to 72

hours

16 Any Subs. If found negative during our sample televerification , we

bar the out going as well as incoming of the concerned number. As and when


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Back ground:

The License Shall ensure adequate verification of each and every

customer before enrolling him as a Subscriber , and such instruction

issued by the licensor in this regards from time to time shall be

scrupulously followed.

(Reference to License condition which state that:)

Scope:

The Application to all Circles and involves participation of

circles and involves participation of Sales Head ,SDQ Heads,

activation Head Nobel officers , respective Circles Heads and

Corporate Head and Corporate affairs.


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References :

Security Condition of the License agreement

Under taking Given by the company to Dot in respect of

verification of identity off the subscriber

Starte point :

For the existing baseVerification of the existing Prepaid

Customer data base of the physical Document and its

validation wherever available.

For Future activation (2007) collection required documentwherever as subscriber of new Subscription.


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End Point

For existing and new baseRegularization and validation

of the Document in respect of the prepaid Subscriber base

data

For FutureActivation a Subscriber on the Network

after Ensuring that network appropriate documentation is

collected address .


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Defination :

CAF - Customer Application Form.

POS - Point Of Sale.

POI - Proof Of Identity.

POA - Proof Of address .


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Detailed of process

(a) Verification of existing base :The Verification of existing base shall be taken up on priority basis

and 100% verification.

All existing customer base should have complete and accurate

document as mentioned below

Duly complete ( In legible hand writing ) and sighned (by the

application / subscriber ) CAF.

Subscriber photograph is optimal ( this is application for the

subscriber base )

Valid POI.

Valid POA.


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(b) Verification of new subscriber base :

New subscriber base Refers to all Prepaid activation

carried out on or after 1st June 2006 (including those ingrace )

( The following shall be adhered to while carrying out re

verification of new subscriber.)

For subscriber activation on after 1st June 2006 till 31st

Dec 2006.

The different shall be in term of Submission of recent

subscriber photograph and photo ID is .Under no circumstances Preactivated SIM cards shall be

sold in the market.


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Document Verification

The document verification process currently followed at

circles shall be received and aligned as per new DoT

guidelines.

Subscribers with multiple connection ( Bulk Connection ) :

The circles shall run deduping software on its entire existing

subscriber data base on a periodic basis.

Deduping shall be carried out based on customer name and

address Fields .

Instances further to determine their legitimacy i.e.


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(a) In case the ID belong tom an existing subscriber .

Circles shall check with him/her if he/she applied for

additional connection

(b) In case the existing subscriber denies for having

applied for new connection such subscriber to be

immediately de-activation and in case not later than 72hours .

(c) In case the existing subscriber has applied for new

connection .Circle shall carry out new physical address

,verification to re-verified the benefices user details .


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IT Support Service

Develop an application for tracking states of re-verification

exercise

Provide a utility to out update closed causes from tracking

system to the subscriber data base.

Installation of de-duping software for identification of

subscriber with multi connection .


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Monthly Compliance Certification

A Monthly compliance certificate

jointly signed by

Circle SDQ Heads and circle headsshall be forward to

the chief operating office .


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Existing Subscriber base :

STARTE

Categorized Existing Subscriber

Active base

2

Active base

1

Active base

3

Verifying details available in data

Complete details Incomplete detail No details

A B C

A B


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A B C

Check available doc. Check available doc. Check available doc.

Doc. Available &

Data base match

Doc. Available &

Data base match

Doc. Available &

Data base matchPrepare Subs.

list

Prepare Subs.

list

Yes

No

Prepare Subs.

list

Prepare Subs.

list

Prepare Subs.

list

SMS Blast request

doc. Submission

And Inform service

Restriction.

SMS Blast request

doc. Submission

And Inform service

Restriction.

YesYes

No

Update ITapplication

Assign List. To callers.

A

A


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A

Tele callers to confirm

Subscriber details

Details

confirm

Update Remark of Tele

Calling in it.

Update /Send weekly

Report

END

Z

Z


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Capture /Update new

Detail IT

CPV Agency to contact Subs. For visit

And collect document.

Request Subs. To Visit nearest channelsAnd Submit Doc.

CPV Agency to Visit verify and collect

Doc 7 days

Assign CPV agency to collect doc. From

Subs. In exception class

Verification

positive

M N

Yes

No

M N


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M N

CPV agency to hand over Std

letter with CAF to subscriber

Subs /CPV agency to Submit Doc.

With 7 days

Document Received

Agency Channels to valid able

Docs. And seal sign

Handovers Doc. To Circle

HO/activation team

E

E


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Activation team to close

Subscriber case in IT application

Closed cases from IT application to Be

Triggered for detail auto update to data base

Send /Updates Weekly

Report.

END

Multi connection


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Multi connection

Run during soft ware on

existing data base

Result

Alike Not Bulk connectionFollow process for

Single connection

Cases activegrace

Update/ Send weeklyReport Z

Check for document

available

Doc. Available data basematch

Prepare subs. list

ZO

Yes

Yes

Yes

Prepare subs. list

SMS Blast request

doc. Submission

P

No

No

No

O P Z


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O

Update IT

application

P Z

Assign List. To talecallers

Tele callers to confirm

Subscriber details

Details confirm

Follow the process for single connection

for number that fail to confirmNo

Assign to CPV agency

for address verification

CPV Agency to contact Subs. For visit

And documentverification.

CPV Agency to Visit verify and collect

Doc 7 days

Yes

S

S


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S

Verification

positive

Agency Channels to valid able

Docs. And seal sign

Handovers Doc. To Circle

HO/activation team

Activation team to close

Subscriber case in IT application

Activation team to merge suchcases Under single Customer ID

in The data base

END

Yes

No


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Title: Reducing Rejection Rate

&

Reason For Rejection(Survey Report)


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Understanding the importance of CAF inselling a connection.

Understanding the process of rejection rate

at both the distributor point & at the Zonalpoint.

Visiting the distributors ponit in Lucknow(Star telecom , Sai Distributors , Manav

Marketing , Krishna Agencies , V M Prop Mart, R R Agencies)


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Visiting the distridutors in Sultanpur (Ashok

Brothers) and Kurebhar (Satyam

Electronics) and understanding the various

nuances of rejection.

Beat with the FOS and Runner.

Visits in total 281 retailers and getting there

pliigh on the quality of form submitted by

them.


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Tele calling on the 300 mobile number of

Allahabad ,Gorakhpur ,Jhansi ,Kanpur

,Azamgadh ,Varanasi ,Lucknow zone

customers and Finding the major reason ofCSA pendency.

Identifying the reasons of rejection and

analyzing the data to come up with aconclusion and a possible solution.


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Pick-up Points

Pre-paid Distributors 228

PCO Distributors 84

Alternate Channels 80

CCC 6

My Idea 17

Total 415

Pick-up Employees 300

With the pick-up points expected to rise to 600 in the next 2 months,there should be a corresponding growth in the number of Pick-up Employees


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Distributor Visit :

The distributors claim that they do give the training totheir runners with regards to quality of forms but noformal training is conducted for the runners by thecompany.

The distributor claim that the main reason of rejectionturns out to be NOT VISIBLE and Incomplete as it isvery difficult to find digital photo copy machines and

also the quality of the Original voter ID card and theRation cards turn out to be poor.


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The distributor feels that the runner is under paid for thekind of work he does and because of the pressure of formcollection, bigger beat, poster allocation and pasting; helacks in the attention to detail, leading to a higher rejection

rate.

The runners were seen completing the forms every

morning before going on their beat in order to reduce therejections by the Onicra person which leads to a lot of Overwriting and cross cutting.

Distributor Visit :


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Beat with Runner/FOS

The runner fills up the form and covers up themissing signatures, stamps and any field leftunfilled in the morning.

The runners are pushed by the distributor to

pick up maximum number of forms rather thanquality forms.


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Retailer Visit :

Some retailers do take care of the fact that they need to

submit quality forms but majorly the retailers state that they

are not concerned and considerate enough to get the form

filled from the customer.

The retailers have a different definition of rejection and they

feel that the major reason for rejection is Photo mismatch &

stamp missing in DL or Voter ID.


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Retailer Visit :

The retailers feel there responsibility ends once they collecta colored photograph and a valid ID proof. After that theyare not concerned whether form is filled, signed and

stamped.

Some retailers also lacked the communication as towardsthe mandatory and non mandatory fields while getting the

form filled.


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Hypothesis 1: Fraudulent sale- No actual

customer only fictitious form being sent.

Hypothesis 2: Delay because of Form not

being picked by FOS at retails either because

lack of manpower or less productivity of FOS.


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Hypothesis 3: Delay at Distributor Point as

being not picked up by Onikra.

Hypothesis 4: Delay because of addition and

deletion of distributors as no plan for FOS for

some time interval

Delay Reasons: Market Visit analysis


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Market visit also been done for Form delay analysis.

Total samples selected 273 for delay forms(160 Lko and 113 Allahabad).

Count

Wrong Documents

Pre -Document Unbarring

NOT Visible Photo

No Documents

Lying with retailer

Incomplete Documents

In appropriate Documents

FOS Missed documents

Documents quality not OK

604530150

604530150

Allahabad Lucknow

0

14

18

9

3

32

0

2

35

2

5

36

4

14

53

12

2

31

Chart of Category

Distributors Total unbarred Sample selected NON Usages(LMU+ZMU) Usages

V M PROPMART TRADE LINKERS PVT LTD 551 44 271 280

SAI DISTRIBUTORS 976 15 495 481

KRISHNA ENTERPRISES 486 10 276 210

SATYAM ELECTRONICS & ELECTRICALS 341 65 150 191

ASHOK BROTHERS 682 48 318 364


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The major reason of rejection in UP(E) circle when we talk of

First rate of rejections are:

Top 5 Reason for Rejection for Jan

1 Document quality not OK

2 Incomplete document

3 Not Visible Photo

4 Pre Document Unbarring

5 No Document

Item Count Usages LMU ZMU

Form Unbarred with Jan last 10 days 116006 57202 48681 10123

% with respect to Unbarred 49% 42% 9%

Form Received 70% 56% 36%

STATUS Count Usages LMU ZMU

Pending 116006 17268 21326 6443

Total Unbarred and Form received(Removing Pending)

70969 39934 27355 3680

RCVD within 7 days 67262 37495 26242 3525

% Received within 7 Days 58% 66% 54% 35%

Reason for poor compliance is LMU

and ZMU which are approximately50% and skewing the data to lower

compliance side. Rest 50% are

having compliance which is 66% will

have to be drilled down at FOS level

analysis.


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After analysis the table, Major reason of

delay is rejection of the documents which

is again because of quality or In

completeness of documents as sample

attached below.

Delay Reasons: Tele-calling Analysis


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300 No Telecalled in Lko and Sitapur. The status of call is as follows

Count

Switched off

Not responding

Not reachable

Not Contacted

Contacted

403020100

403020100

Lucknow Sitapur

27

8

0

23

42

22

6

1

24

47

Chart of Remarks 50% are either

switched off

or Not

contactable

Delay Reasons: Compare with LMU and ZMU dataV i bl


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DIST NAME

ZIA & COMPANYVIMLA ENTERPRISES

SUNIL TELECOMSTAR MOTORS

SRI RAM TRADING COMPANYSINGH MARKETING SERVICES

SHUBHAM AGENCY

SHREE SHYAMJI TELECOMSHREE BALAJI TRADERS

SHARTHAK ENTERPRISESSHARDA AGENCY

SHAKTI TRADERSSETHI AGENCY

SATISH AGENCIESS.S.BROTHERS

RAJESH AGENCIESR.S. TELESERVICES

R K TRADERSPARAS TRADERS

OM COMMUNICATIONNEHA AGENCIES

MANISH COMMUNICATION (SISWA BAZAR)MAA VAISHNO COMMUNICATION

MAA JWALA DISTRIBUTORS

LOVE GERUE ENTERPRISESKUMAR ENTERPRISES

KRISHNA TRADING COMPANYKIRAN INFOCOMM

KANDHAI LAL & SO NSJAISWAL ENTERPRISES

ISTAFA SIDDIQUI & BROTHERSI CAP SOLUTION

HARI OM COMMUNICATION & GERNAL STOREGANGA CHARAN KIRANA STORE

FAMOUS ELECTROSTATEDIDWANIA TRADERS

BRIJESH WATCH AND RADIO CO.BHURTIYA TRADERS

BHAGWANDAS & SONSASHISH ENTERPRISES

ALLIANZ COMMUNICATION

AGRAWAL TRADERSADARSH ENTERPRISES

ABHISHEK ENTERPRISES

10080604020

20 40 60 80 100

Variable

LMU

Usages

ZMU

Chart of LMU, Usages, ZMU vs DIST NAMEPercent within levels of DIST NAME.

Approximately all giving 42% LMU and 9% ZMU. Thus only 49% usages customers.

Delay Reasons: with ZMU last call interval from *141and Actual MOUs


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ZIA & COMPANYVIMLA ENTERPRISES

SUNIL TELECOMSTAR MOTORS

SRI RAM TRADING COMPANYSINGH MARKETING SERVICES

SHUBHAM AGENCYSHREE SHYAMJI TELECOM

SHREE BALAJI TRADERSSHARTHAK ENTERPRISES

SHARDA AGENCYSHAKTI TRADERS

SETHI AGENCYSATISH AGENCIES

S.S.BROTHERSRAJESH AGENCIES

R.S. TELESERVICESR K TRADERS

PARAS TRADERSOM COMMUNICATION

NEHA AGENCIESMANISH COMMUNICATION (SISWA BAZAR)

MAA VAISHNO COMMUNICATIONMAA JWALA DISTRIBUTORSLOVE GERUE ENTERPRISES

KUMAR ENTERPRISESKRISHNA TRADING COMPANY

KIRAN INFOCOMMKANDHAI LAL & SONSJAISWAL ENTERPRISES

ISTAFA SIDDIQUI & BROTHERSI CAP SOLUTION

HARI OM COMMUNICATION & GERNAL STOREGANGA CHARAN KIRANA STO RE

FAMOUS ELECTROSTATEDIDWANIA TRADERS

BRIJESH WATCH AND RADIO CO.BHURTIYA TRADERS

BHAGWANDAS & SONSASHISH ENTERPRISES

ALLIANZ COMM UNICATIONAGRAWAL TRADERS

ADARSH ENTERPRISESABHISHEK ENTERPRISES

1612840

10.07.55.02.50.0

Average MOU No of Day of last call

1110

1112

1613

1110

129

137

1014

1111

1310

1314

1214

101212

1113

91313

1111

1213

1011

1714

1013131313

11

8888

9888

90

94

811

105

97

107

109

810

87

98

109

99

1110

910

710

899

1010

7

ZMU status

and Actual MOU s

Only average 9 to 10 days usage after *141 and only 13 MOU of usages with those days.

Per day basis

only single call

CONCLUSION


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CONCLUSION

It is difficult to convince the retailer that they have a senseof responsibility towards the society and should focus ondoing the right numbers but the true picture is such that onlysales drive them.

If we increase the rejection rate too high then we willhave not only dis- satisfied retailers but also dis-satisfiedcustomers leading to a decrease in sales.

If we decrease the rejection rate too much then retailer

gets the perception that it is an ideal time to submit forgedforms which we cannot allow to happen.

There needs to be a balance between Business & Compliance


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Suggestions:

Introducing Incentive scheme for the runners, which wouldmotivate them on picking quality forms, this would further increasethe accountability of the runner with regards to the rejection rate.E.g. An incentive of Rs.100 200 on 500 1000 non rejected formsor an Incentive in achieving a personal lower rejection rate as

compared to that of distributor.

Conducting a refresher training for the existing runner on aquarterly basis.


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Introducing the concept ofFOS/Runner Groomingwhere if a runner performs well over a period of time,

he would be promoted as a FOS. This would motivatethe runner to perform well.

Better traceability through Granular reasons. E.g.. NotVisible could further be classified as :

Document quality not ok Incomplete document

Photograph Not Visible Pre Document Un barring.


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Nailing down the various rejection distributor wise and

then taking appropriate action against the distributor forthe same.

Sensitize the TSM more towards quality forms andconducting surprise audits at distributor points to checkwhether the quality of forms is being maintained.


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Thank You