voda final project

8/9/2019 Voda Final Project

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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 isVodafone. 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 are of a very high quality & also

at an affordable rate. They have various plans for various customers

depending on the status of the customers.

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.

Apart from the products & services normally offered they also came out with

some interesting & unique product like the Iphone. This was one of the

biggest events in the history of Indian telecom industry. The phones were

available at around 32000-36000 Rs which has a unique feature called as 3g

system.

Vodafone also came out with cell phones for the poor which were a part of

their social responsibility toward the poor class people of the society. The

phones were available in the range of 1000 Rs -1500 Rs which was one of the

successful strategies of Vodafone.

According to the 2002-2008 data Vodafone captures the market with 17.56 %

& is at the 3rd position just after Bharti with 24.69% & reliance with 17.68%.

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Vodafone also came out with one of best and most attractive advertisement

which no one has ever seen before called as Vodafone zoo-zoos. This

advertisement was a part of Vodafones marketing strategy to boost its sales

during the IPl 2 season.

This was one of the master moves by Vodafone to introduce zoo-zoo during

the ipl 2 seasons which was a super-hit.

Vodafone is planning to come with its own accessories stores which would be

a one-time shop for its customers wherein the customers will get all the

products under one roof. Vodafones future plan is to become no.1 telecom

company by the year 2010-2011 which does not seems to be very difficult

keeping in mind the progress it has made in the last 5 years.

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 power

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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TABLE OF CONTENTS

Sr .No . CONTENTS PAGE

No.

1 . Executive summary

2. ABBREVIATIONS

3. LIST OF TABLE

4. LIST OF FIGURES

6. Chapter 2

TELECOMMUNICATION IN INDIA

2.1 Meaning of Telecommunication

2.2 History of Telecommunication

2.3 Most popular Telecom companies in India

7. CHAPTER 3

COMPANY PROFILE

3.1 Important and Interesting facts about Vodafone

3.2 History of Vodafone

3.3 Management of Vodafone

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8. Chapter 4

Products & services offered by Vodafone:

4.1 Products Category

4.2 Services

4.3 Key Features

4.4 Internets

4.5 Pricing Strategies

4.6 Facts about Zoo Zoos

4.7 Sponsors

9. CHAPTER 5

Customer Relationship Management

5.1 Vodafone launches phone for poor

5.2 Introduction of I phone one of the biggest

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event in the history of Indian telecom

5.3 Vodafone ties up with BEST and Railways

5.4 Future of Vodafone

5.5 Vodafone completes Hutch acquisition

10 CHAPTER 6

DATA ANALYSIS AND INTERPRETATION

11 . Chapter 7

Findings, Awards & Conclusion

12 . Bibliography:

13 . ANNEXURE

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ABBREVIATIONS

WAP Wireless Application Protocol.

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IVRS Interactive Voice Response System

GPRS General Packet Radio Service

SMS Short Message Service

GSM Global Systems Mobile

USSD Unstructured Supplementary Services Data

NAS Network Attached Storage

SQM Service Quality Model

TICSS The International Customer Service Standard

TICSI The International Customer Service Institute

LIST OF TABLE

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Table No. Name Page No.

6.1 Reasons why customers have chosenVodafone

6.2 Monthly expenditure of Vodafone customerson mobile phones

6.3 Problems faced by customers

6.4 Time taken for solving the customerproblems

6.5Customers expectations from Vodafone

LIST OF FIGURES

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FigureNo.

Name Page No.

4.5 Marker share of operators in India

4.6 Vodafone toplist the category

4.7 Facts about Vodafone Zoo Zoos

4.8 Efforts taken to boost the sales by Vodafone ( theZoo Zoo series)

5.1 Introduction of I Phone

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CHAPTER 1

INTRODUCTION

1.1 Meaning of Customer Satisfaction

1.2 Total Customer Satisfaction

1.3 Measuring Customer Satisfaction

1.4 Improving Customer Satisfaction

1.5 Objective of the study

1.6 Research Methodology

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1.1 MEANING OF CUSTOMER SATISFACTION

Customer satisfaction, a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is

seen as a key performance indicator within business and is part of the four

perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has

become a key element of business strategy.

There is a substantial body of empirical literature that establishes the benefits

of customer satisfaction for firms.

1.2 TOTAL CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers

performance in relationship to the buyers expectations, and whether the

buyer interprets any deviations between the two. In general, satisfaction is a

persons feelings of pleasure or disappointment that result from comparing aproducts perceived performance (or outcome) to their expectations. If the

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performance falls short of expectations, the customer is dissatisfied. If the

performance matches the expectations, the customer is satisfied. If the

performance exceeds expectations, the customer is highly satisfied or

delighted. Customer assessments of product performance depend on many

factors, especially the type of loyalty relationship the customer has with the

brand. Consumers often from more favorable perceptions of a product with a

brand they already feel positive.

Although the customer-centered firm seeks to create high customer

satisfaction, that is not its ultimate goal. If the company increases customer

satisfaction by lowering its price or increasing its services, the result may be

lower profits. The company might be able to increase its profitability by means

other than increased satisfaction (e.g., by improving manufacturing processes

or investing more in R&D). Also, the company has many stakeholders,

including employees, dealers, suppliers, and stockholders. Spending more to

increase customer satisfaction might divert funds from increasing the

satisfaction of other partners. Ultimately, the company must operate on the

philosophy that it is trying to deliver a high level of customer satisfaction

subject to delivering acceptable levels of satisfaction to the other

stakeholders, given its total resources.

How do buyers from their expectations result from past buying experience;

friends and associates advice; and marketers and competitors information

and promises? If marketers raise expectations too high, the buyer is likely to

be disappointed however, if the company sets expectations too low, it wont

attract enough buyers (although it will satisfy those who do buy). Some of

todays most successful companies are raising expectations and delivering

performances to match. Korean automaker KIA found success in the United

States by launching low-cost, high-quality cars with enough reliability so that it

could offer 10-year warranties.

A customers decision to be loyal or to defect is the sum of many small

encounters with the company. Many companies now strive to create a

branded customer experience.

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1.3 MEASURING CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while

targeting non-customers; measuring customer satisfaction provides an

indication of how successful the organization is at providing products and/or

services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a

number of both psychological and physical variables which correlate with

satisfaction behaviors such as return and recommend rate. The level of

satisfaction can also vary depending on other options the customer may have

and other products against which the customer can compare the

organization's products.

Because satisfaction is basically a psychological state, care should be taken

in the effort of quantitative measurement, although a large quantity of

research in this area has recently been developed. Work done by Berry (Bart

Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which

influence satisfaction behavior, further expanded by Berry in 2002 and known

as the ten domains of satisfaction. These ten domains of satisfaction include:

Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-

departmental Teamwork, Front line Service Behaviors, Commitment to the

Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often

utilized to develop the architecture for satisfaction measurement as an

integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard

L) between 1985 and 1988 provides the basis for the measurement of

customer satisfaction with a service by using the gap between the customer's

expectation of performance and their perceived experience of performance.

This provides the measurer with a satisfaction "gap" which is objective and

quantitative in nature. Work done by Cronin and Taylor propose the

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"confirmation/disconfirmation" theory of combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation of performance) into a single measurement of performance

according to expectation. According to Garbrand, customer satisfaction

equals perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to

evaluate each statement and in term of their perception and expectation of

performance of the organization being measured.

1.4 IMPROVING CUSTOMER SATISFACTION

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI)

has released The International Customer Service Standard (TICSS). TICSS

enables organizations to focus their attention on delivering excellence in the

management of customer service, whilst at the same time providing

recognition of success through a 3rd Party registration scheme. TICSS

focuses an organizations attention on delivering increased customer

satisfaction by helping the organization through a Service Quality Model.

1.5 OBJECTIVE OF THE STUDY

Customer is the king of the market in this competitive world. The success of

any company depends upon the satisfaction of its customer. Especially in the

service industry Due to the unique features of the service it is very difficult to

measure the satisfaction and benefits derived from the service by the

customer. Hence I have decided to undertake this topic Vodafone customer

satisfaction.

Hence the primary objectives of the study are as follows.

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1. To find out the extent of customer satisfaction of Vodafonel mobile

subscriber.

2. To find out the difficulties they are facing while using the service.

3. To give suggestion and recommendation to Vodafone.

4. To understand the customers perception and expectation regarding

the service they use.

5. To get knowledge about the Mobile Telephony in India.

1.6 RESEARCH METHODOLOGY

Research interests of social investigators are virtually unlimited. Any social

setting is a potential target for scientific examination despite the diversity of

potential social topics or situations investigated, most contemporary social

scientific research is characterized by same type of shady plan. This plan is

conventionally labeled the research design.

Russer Ackoff defines research design as the process of making decisions

before a situations before a situation arises in which the decision has to be

carried out. It is a process of deliberate anticipation directed towards bringing

an unexpected situation under control.

The Research has been based on the collection and analysis of primary data,

secondary data & Data Analysis.

Primary Data

I have used the primary data to study on the topic. A well structured

questionnaire was formed and the Vodafone customers are selected on the

basis of convince. The questionnaire has given with the option for each

question to the customer and feedback or the opinion has been taken.

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Interpretation and graphs are drawn on the basis of the feedback and opinion

to make a conclusion and give suggestions.

Secondary data

The data available can also be used to understand the background of the

topic from the various websites, books, newspapers and magazines.

Data Analysis

The data collected was in absolute numbers. The total number of responses

were taken as hundred and accordingly percentages were calculated for each

question. Finally, graphical representation of the same in the form of simplebar diagram was done.

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Chapter 2

TELECOMMUNICATION IN INDIA



2.3 Most popular Telecom companies in India

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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.


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.

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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 Caris.

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2.3Some of the most popular Telecom companies in India:

Airce l

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.

Bhart i enterpr ises

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 om ms ou th

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.

Cellebrum

Cellebrum is a company of corp. global group with interests in the field of

telecom solutions, office automation and information technology and value

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added services. Asias leading value-added mobile services and solutions

provider on platforms like sms / ivrs / wap / gprs / ussd etc.

Essar group

The Essar group is one of Indias largest corporate houses with interests

spanning the manufacturing and service sectors in both old and new

economies: steel, power, shipping, constructions, oil & gas and

telecommunication.

Id ea C el lu la r

India's leading gsm mobile services operator, idea cellular has licenses to

operate in 11 circles. With a customer base of over 17 million, idea cellular

has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya

Pradesh, Chattisgarh, Uttaranchal, Haryana, Up-West, H imacha l Pradesh

and Kerala. Idea acquired spice telecom which was operating in Karnataka

and Punjab. Idea cellular footprint currently covers approximately 45% of

Indias population and over 50% of the potential telecom-market. As a leader

in value added services, innovation is central to idea's vas factory. 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.

In ter net & mo bil e as soc iat ion of I ndi a .

The internet & mobile association of India 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

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Jp mobi le , 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.

L oo p m ob i le

Loop mobile (Bpl mobile now rebranded as loop mobile), represents growth

with continuity. 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.

MTNL Delhi

Mtnl 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.

MTS - Shy am Tel eco m

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, Tamilnadu, Kerala, Bihar, West Benga l and Jharkand.

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R el i ance Comm unic atio ns

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, app l i ca t ions, and

consulting.

R el ian ce Inf oco m

The reliance group founded by Dhirubhai H. Ambani (1932-2002) is India's

largest business house

R el ian ce i nfo com m

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 tele com l im ited

Shyam telecom is pioneer in te lecom indus t ry . It has revolutionized the

industry with development of innovative products. Shyam group commenced

its operations in 1974 to introduce up-to-date telecommunication technology.

S on y E ri cs so n

Sony Ericsson mobile communications offers mobile multimedia consumer

products for people who appreciate the possibilities of powerful technology.

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S pi ce te le co m

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 at a I nd ic om

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.

Vide sh Sa ncha r Ni gam L imi ted

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.

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CHAPTER 3

COMPANY PROFILE

3.1 Important and Interesting facts about Vodafone

3.2 History of Vodafone


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3.1 Some important & interesting facts about Vodafone:

Vodafone is the third largest company in this country by marke t

cap i ta l i za t ion. This is remarkable because Vodafone is a relatively

new company. Most of the other companies (in the FTSE 100 largest

100 companies in the UK) have been around considerably longer.

Most people in this country instantly recognize the Vodafone logo and

know what the company does. Vodafone supplies cus tomers with

mobile telephone facilities including text, games, music, mobile tv, and

internet se rv i ces. In 2005 Vodafone had around 16 million uk

customers, employed over 11,500 people across call centers, offices

and retail shops.

The nas is less well-known. It is a national charity working with

children, adults, and families affected by au t i sm, 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 te rm autism covers a wide range of behavioral and

communication difficulties. For example people with autism find

everyday social interaction very difficult.

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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 theworld.

3.2 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 1980s

Vodafone made the UK'S first mobile call at a few minutes past midnight 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

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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 population.

1988

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

1989

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

wireless.

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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.

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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.

1997

Chris gent succeeds Sir Gerald whent as chief executive officer of

Vodafone group plc.

1999

Vodafone air touch is created as a result of a successful merger

between Vodafone group and air touch communications Inc.

Vodafone has connected five million customers in the UK.

Vodafone during 2000s:

2000

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The acquisition of Mannesmann 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 parallel with the

development of 3g, Vodafone announces its intention to offer gprs

(general packet radio service) to corporate customers.

The global star satellite communications service is launched. .

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.

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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.

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 mobiles, t-mobile, and Vodafone form a new

association to drive interoperable mobile payments.2004

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

2005

Vodafone simply is launched, giving customers new, easy-to-use voice

and text services.

Vodafone introduces passport, a new voice roaming price plan.

2006

The numbers of Vodafone live! Customers with 3g reach 10 million.

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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

and organizational. 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

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has also built a new senior management team and taken the lead on major

industry issues, including mobile broadband and internet services.

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.

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Chapter 4

Products & services offered by Vodafone:

4.1 Products Category

4.2 Services

4.3 Key Features

4.4 Internets

4.5 Pricing Strategies

4.6 Facts about Zoo Zoos

4.7 Sponsors

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4.1 Products category:

1. Chargers:

One can stay connected wherever they are with the nokia travel charger. It's

handy when they are camping, flying or on the go. It's also ideal if one forget

to keep the 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, one can pack it in the bag and forget about it - until one run out of juice.

2. Connectivity:

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

Vodafone access gateway.

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

through home. It's also small, one can hardly notice it.

In Vodafone one - up to four people can use the gateway at once.

Vodafone access gateway works with any 3g phone and also need a home

broadband 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.

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 the broadband line, boosting the 3g signal right

through home.

Vodafone access gateway works with any 3g phone and also need a home

broadband line, with a minimum speed of 1mbps.

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

select pay monthly offers.

4. Flex arm Cradle:

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

cradle is designed for any handset. Just attach the suction cap to thewindscreen, or clip the cradle to your air - vent. No mess. No tools. No hassle.

Once the cradles attached, twisting 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.

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5. Memory cards:

When one need to pack even more into phone, select the scandisk 4 GB

micro SD memory card. It has the same dimensions as the 2 gb card, but lets

carry loads more tunes and photos.

With space for up to 1,000 tracks, there's enough room in this tiny device for

all favorites. One can also store, view or transfer photos and video clips -safely and easily.

Slim, powerful and ultra compatible, the 4 GB micro SD memory card is the

ideal companion for the phone.

4.2 Services:

Vodafones new telecoms management service - simplifying the management

of fixed and mobile telecoms services.

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Vodaf one globa l ente rpr i se -

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.

4 .3 Key fea tures :

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

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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. Forexample, 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, and 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.

4.4 Internet:

Mobile broadband:

Mobile broadband via phone

Feel the freedom. Use the internet the way with full access to void services

like skype, and peer to peer services like file sharing.

With mobile broadband via the phone, one can get a whopping 5 gb each

month. Simply one should use the phone as normal and if a 3g phone,

connect it to the laptop to turn the phone into a broadband modem.

Add mobile broadband via phone for 20 a month

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5gb a month ideal for big downloads

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

One plan for everything dont need a separate USB modem device.

Just use phone instead

Home broadband:

Vodafone home broadband gives a high-speed internet access and inclusive

anytime landline calls for just 812 Rs a month.

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

home broadband package.

What are the Benefits?

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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4.5 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

Market share of mobile operators in India 2002-2008

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Vodafone tops the list in this category

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4.6 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 disproportional white bodies and black dots for eyes and mouth.

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 ads were directed by Prakash Verma and were launched during the on

going 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 in to thinking it is animation

shrugs rao which was indeed the very illusion that had to be created in a

sense it is live animation.

To create large heads they used a material called Perspex which was again

stuffed with foam also they casted only women and children to play the zoo

zoos so that the thin hands and legs made the heads look even bigger.

4.7 Sponsors

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 and 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 Vodafonesconsumer and business customers around the world.

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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.

As one enters 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 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. 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 business relationship.

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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.

Vodafone tie-up with radio channel fever 104:

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

with cash prizes of up to 1 lakh or more which is another promotion strategy

adopted by Vodafone which was a success.

Vodafone sponsor of England cricket team:

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

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

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 as a Vodafone customer, can be with the whole way.

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 favorite 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 zoo

zoo 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.

CHAPTER 5

Customer Relationship Management

Vodafone launches phone for poor

Introduction of I phone one of the biggest event in the history of Indian

telecom

Vodafone ties up with BEST and Railways

Future of Vodafone

Vodafone completes Hutch acquisition

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5.1 Vodafone launches phones for the poor

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

mo bi le ph on es for the first time with the release of Vo da fo ne s fi rs t

u l t ra -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.

The mob il e ph on es have been produced for Vo da fo ne by Ch in es e

ma nu fa ct ur e r Zet a Co rp or at ion - the first handsets resulting from an

agreement between the two companies announced in December. They will

come into view first on Vod af on e networks in Egy pt , Ro ma ni a an d

South Af r i ca . 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.

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

Indian telecom:

Vodafone is delighted to announce that the iphone 3g will be available in India

from august 22, 2008. It will be available in 8 GB & 16 GB models, priced at

Rs 31,000 and Rs 36,100 respectively.

And this is just the cost of apple hardware - one have to pay extra for da ta

and vo ice p lans .

Now that Vodafone officially announced the p r i ce o f i phone , a local rep.

Shared details about the different tariff plans available for Vodafone

customers ofi phone in Ind ia .

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

That means if you exhaust your monthly data usage limit, be prepared to shellout 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 us 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.

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If one wants 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.

5.3 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

the railway 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.

5.4 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

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

using androids).

5.5 Vodafone Completes Hutch acquisition:

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 mark in the next 3 years.

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6.1 Reasons why customers has chosen Vodafone

Response Total Low Cost as

Compared to other

Better

Service

Friends

Circle

Brand

Ambassador

Number of

Customers

120 32 72 15 01

INTERPRETATION

Around 16.48% of the customers said that they have chosen Vodafone

because of the available of good network i.e. for the businessman. While on

the other hand 21.52% have said that they have chosen due to introduction of

new schemes and 62% has given the reason of better service.

6.2 Monthly expenditure of Vodafone customers on Mobile Phones.

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Response Total Less than

100Rs

Between 100

250Rs

Between

250

500Rs

Between

500

-1000Rs

More

than

1000Rs

Number

of

customer

s

120 23 37 42 12 06

Source :- Sample Survey

Interpretation

Majority of customers i.e. 30.83% of customer said that they spend between

Rs 100 -250 Rs while 5% of customers spends above 1000 Rs and 10% of

the customers expenditure ranges between 500 1000 Rs and 35% of the

customer expenditure ranges between 250 500 Rs.

6.3 Problems faced by customers while using Vodafone Network

Response Total Network

problem

Excess

Billing

Others

problems

No

problem

Number of

customers

120 60 24 27 9

Source:- Sample survey

Interpretation

Majority of the customers around 60 said that they face the problem of

network while 24 customers face the problems of excess billing and only 9

customers said that they have no problems with the Vodafone Network.

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6.4 Time taken for solving the customer problems

Response Total Same day Between 2 3 days More than 3

days

Number of

customers

120 85 29 6

Source: - Sample Survey

Interpretation

74% of the customers said that their problems are solved on the same day

while 22.32% of the problems are solved in 2 3 days while 3.68% of

problems took more than 3 days.

6.5 Customer Expectations from Vodafone.

Response Total Better

coverage and

voice clarity

Better

customer

care support

Cheapest

call rates

Others

Number of

customers

120 4 20 87 9

Interpretation

Majority of the customers i.e around 3.33% of Vodafone customers expect

better coverage and voice clarity Whereas almost 16.66% of the customers

expect Better customer care support also there are

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Chapter 7

Findings, Awards & Conclusion

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7.1 Findings

From the survey conducted the following findings came into light.

The findings are mentioned below

Majority of customers have chosen Vodafone because of the good

network all over India.

Majority of customers expenditure rangers between Rs. 600 to

800.monthly is used by businessman.

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Majority of customers faces network problem in the remote areas.

Majority of the customers receives an exact serve from the Vodafoneservice center.

The charge offered to the customers is as per the service provided.

Vodafone, the mobile service brand off Vodafone Essar, has emerged

as the most admire mobile service brand online in India.

Vodafone mostly concentrates upon the businessman & college

friends.

Majority of the customers problems is solved on the same day which is

good as per the norms.

7.2 Awards

Zoo zoo ads have won the PETA award (people for ethical treatment

for animals.

Vodafone UK were awarded the Best use of technology award at the

prestigious awards ceremony held in BARCELONA.

Vodafone is the only company that has won the presidents award in

the TPAFs (Training & productivity Authority of FIJI).

Vodafone wins grand prix & advertiser of the year award at creatives

club festivals.

Vodafone global enterprise won the Best service award at the global

mobile awards in BARCELONA.

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Www.Vodafone.co.uk

Www .business-standard.com

www.wikipedia.com

i newspapers:

Business standard

ANNEXURE

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QUESTIONNAIRE FOR CUSTOMER

NAME: . MOBILE NO.: .

ADDRESS: .

voda final project

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