vodafone customer satisfaction

8/20/2019 Vodafone Customer Satisfaction

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1

UNIVERSITY OF MUMBAI

PROJECT ON

V OD AF ON E CU ST OME R SAT IS FACTION S URVE Y

SUBMITTED BY

B AL BAL E MOH IDD IN AK HT AR S IDD IQU E

PROJECT GUIDE

PROF. V.S. GOPAL

BACHELOR OF MANAGEMENT STUDIES

SEMESTER V

(2009-10

V.E.S. COLLEGE OF ARTS! SCIENCE " COMMERCE!

SINDHI COLONY! CHEMBUR # $000%1


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UNIVERSITY OF MUMBAI

PROJECT ON

V OD AFON E CU ST OME R SAT IS FACT ION SURVE Y

S&')**+,

I P/*) F&)+* *3+ /+4&)/++*5

F/ *3+ A6/, *3+ D+7/++ B83+/ M7++*

B

B AL BAL E MOH IDD IN AK HT AR S IDD IQU E

PROJECT GUIDEP R O F . V .S . GO PA L

BACHELOR OF MANAGEMENT STUDIES

SEMESTER V

(2009-10

V.E.S. COLLEGE OF ARTS! SCIENCE " COMMERCE!

SINDHI COLONY! CHEMBUR # $000%1


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DECLARATI ON

I B A L B AL E MO H IDD IN A K H T A R S IDD IQ U E 5*&,+* BMS #

S++5*+/ V (2009-10 3+/+' ,+8/+ *3* I 3:+ 8;+*+,

*3)5 ;/


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CERTIFICATE

This is to certify that Mr. B A L BA LE MO H IDD IN A K HT A R

S IDD IQ U E Of TYBMS has successfuy co!"ete#

the "ro$ect o% & O DA' ON E ( U S T OM E R

S AT IS' A (T IO N

S TRATE )Y u%#er the *ui#a%ce of + rof & .S )O+A L.

P/*+/ E>)+/


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T .Y.BMS. 100 MARKS PROJE CT T OPIC:

“VODAFONE CUSTOMER

SATISFACTION SURVEY”.


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ACKN OWLE DG EMENT:

It is a pleasure to tha! all the people "ho #ire$tl% or i#ire$tl% i &a% "a%s ha'e

assiste# &e i &% pro(e$t relate# stu#ies a# $otri)ute# i the pro$ess o* &a!i+ this pro(e$t.

,irstl%- I "oul# li!e to tha! &% pro(e$t +ui#e P rof. V . S. GOP A L *or his support-

$ooperatio a# *ruit*ul #is$ussios #uri+ &% resear$h o the topi$ “VODAFONE-

CUSTOMER SATISFACTION SURVEY.”

/astl%- I "oul# li!e to epress &% +ratitu#e to all &% $olle+e a# i parti$ular to the

$oor#iator o* Ba$helor o* Maa+e&et Stu#ies BMS23 Mr s . A . M AR T IN A- *or pro'i#i+

&e su$h a iteresti+ topi$ *or &% ui'ersit% pro(e$t a# their )% supporti+- a# $ooperati+

"ith &e #uri+ &% pro(e$t.


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EXECUTIVE SUMMARY:

This pro(e$t is )ase# o tele$o& se$tor as the tele$o& se$tor is +ro"i+ at a 'er% +oo# pa$e. The

tele$o& $o&pa% "hi$h I ha'e sele$te# *or &% pro(e$t is 4O5A,O6E. The reaso )ehi#sele$ti+ 4o#a*oe is its 'arious s$he&es i pro#u$t 7 ser'i$e $ate+or% 7 also its *uture poli$ies

"here the $o&pa% is $o&i+ out "ith lots o* e" 7 a**or#a)le s$he&es *or its $usto&ers.

4o#a*oe is a 8K )ase# $o&pa% 7 has 'arious )ra$hes all o'er the "orl#. The $o&pa% "as

starte# i the &i# 90s 7 si$e the it has e'er loo!e# )a$!. The pro#u$ts 7 ser'i$es o**ere# )%

4o#a*oe is o* a 'er% hi+h ;ualit% 7 also at a a**or#a)le rates. The% ha'e 'arious plas *or

'arious $usto&ers #epe#i+ o the status o* the $usto&ers.

4o#a*oe has 'arious pro#u$t $ate+ories ra+i+ *ro& $har+ers- iteret- &o)ile phoes-

hea#sets 7 hea#phoes 7 &a% &ore. I the ser'i$e $ate+or% it has iteret ser'i$es "hi$h

i$lu#e )roa#)a# iteret 7 PC iteret ser'i$es.

Apart *ro& the pro#u$ts 7 ser'i$es or&all% o**ere# the% also $a&e out "ith so&e iteresti+ 7

ui;ue pro#u$t li!e the I phoe. This "as oe o* the )i++est e'ets i the histor% o* I#ia

tele$o& i#ustr%. The phoes "ere a'aila)le at arou#


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the &aster &o'es )% 4O5A,O6E to itro#u$e OOOO #uri+ the IP/ = seaso "hi$h "as a

“S8PERGITF.

4O5A,O6E is plai+ to $o&e "ith its o" a$$essories stores "hi$h "oul# )e a oeti&e

shop *or its $usto&ers "herei the $usto&ers "ill +et all the pro#u$ts u#er oe roo*.

4o#a*oes *uture pla is to )e$o&e o.1 tele$o& $o&pa% )% the %ear =010=011 "hi$h #oes

ot see&s to )e 'er% #i**i$ult !eepi+ i &i# the pro+ress it has &a#e i the last @ %ears.

4o#a*oe has a##e# arou# @ &illio su)s$ri)ers i the %ear =00=00D "hi$h &a!es it the < r#

lar+est tele$o& $o&pa% i the "orl#. 4o#a*oe has (oie# ha#s "ith oe o* the "orl# lar+est

7 the )est $ar ra$i+ $o&pa% ,1 MC/ARE6 MERCE5ES to host the = #a% e'et. This is the

part o* the pro&otio strate+% o* 4o#a*oe to )e$o&e the "orl# "i#e lea#er i tele$o& i#ustr%.

4o#a*oe is also the o**i$ial sposor o* the E+la# Cri$!et Tea& *or the 6po"er test series . It

has also sha!e ha#s "ith the &ost popular *oot)all toura&et 8E,A CGAMPIO6S

/EA?8E *oot)all "hi$h is a part o* the pro&otioal strate+% o* 4o#a*oe.


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INDEX

SRNO. TOPICS PAGE NO

.

CHAPTER I

A: !HAT IS TELECOMMUNICATION

":PLAYERS IN TELECOMMUNICATION

#-#$

%.

CHAPTER II

A: DOT

": TRAI & ITS FUNCTIONS

#'-#

(.

CHAPTER III A:A"OUT

VODAFONE ":HISTORY OF

VODAFONE

C: MANAGEMENT OF VODAFONE

-%

).

CHAPTER IV

A: PRODUCTS & SERVICES OFFERED "Y VODAFONE

": VODAFONE MARKET SHARE

": EXTRA EFFORT TO "OOST SALES

C: CRM ADOPTED "Y VODAFONE

D: COMPARISON "ET!EEN LOOP & VODAFONE

%%-))

*.CHAPTER V

FUTURE OF VODAFONE)*-)+

CONCLUSION )$

"I"LIOGRAPHY )'

D


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10

CHA P TE R I

!HA T IS TEL EC OMUN ICAT ION

Tele$o&&ui$atio is the tras&issios o* si+als o'er a #ista$e *or the purpose o*

$o&&ui$atio. I &o#er ti&es this pro$ess al&ost al"a%s i'ol'es the se#i+ o* ele$tro

&a+eti$ "a'es )% ele$troi$ tras&itters )ut i earlier %ears it &a% ha'e i'ol'e# the use o*

s&o!e si+als #ru&s or se&aphore lies.

HISTORY OF TELECOMMUNICA TION:

The histor% o* tele$o&&ui$atio )e+a "ith the use o* s&o!e si+als 7 #ru&s i A*ri$a theA&eri$a 7 parts o* Asia. S&o!e si+als

I the 19D0s the *irst *ie# se&aphore s%ste&s e&er+e# i Europe ho"e'er it "as ot util the

1


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S O ME O F T H E M O ST P O P UL A R T EL E C O M C O M P AN I E S I N

IND IA :

A.P T E/E COM

A.P.tele$o& o**i$erHs ser'i$e telephoe u&)ers $a )e 'ie"e# )% $li$!i+ the $o$ere#

tele$o& #istri$t. A.P. tele$o& $ir$le is ser'i+ the "hole state o* A#hra Pra#esh i$lu#i+ the

t"i $ities o* G%#era)a# a# Se$u#ra)a#.

ASC E6TE RPRI SE S /IMITE 5 ASCE /2

As$el is a &ulti 'eture $orporate heral#i+ the $o'er+e$e era i our $outr%- *o$usi+ o

atio"i#e retaili+ o* ti&e tele$o&- i*or&atio 7 leari+- &e#ia- etertai&et2 pro#u$ts 7

ser'i$es- satellite a# #i+ital "ireless $o&&ui$atio 'etures *or pro'isio o* i*rastru$ture-

ser'i$es a# solutios a&o+ other iitiati'es.

AIRCE /

Popular pro'i#er i Ta&il 6a#u

BA6?A/ ORE TE /ECOM

Ba+alore tele$o& s%ste& is a $o&&ui$atios "i#o" to the rest o* the "orl#. O**er a "i#e

ra+e o* tele$o& ser'i$es *ro& )asi$ telephoe ser'i$e to hi+h spee# #ata $ir$uits.

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BGARTI E 6TE RPRI SES

Esta)lishe# i 1D@- Bharti has )ee a pioeeri+ *or$e i the tele$o& se$tor "ith &a% *irsts

a# io'atios to its $re#it- ra+i+ *ro& )ei+ the *irst &o)ile ser'i$e i 5elhi- *irst pri'ate )asi$ telephoe ser'i$e pro'i#er i the $outr%- *irst I#ia $o&pa% to pro'i#e $o&prehesi'e

tele$o& ser'i$es outsi#e I#ia.

COMMSO8TG

Co&&south "as *ou#e# i Cheai- i the &i# ieties3 Co&&south has +ro" stea#il% a#

esta)lishe# sou# positios i the &o)ile telepho% a# tele$o& &aa+e&et so*t"are &ar!et.

CE //EBR8M

Celle)ru& is a $o&pa% o* M Corp +lo)al +roup "ith iterests i the *iel# o* tele$o& solutios-

o**i$e auto&atio a# i*or&atio te$holo+% a# 'alue a##e# ser'i$es. Asias lea#i+ 'alue

a##e# &o)ile ser'i$es a# solutios pro'i#er o plat*or&s li!e s&s i'rs "ap +prs uss# et$.

CRI CKE T COMM86I CATI O6S

Cri$!et is the operati+ su)si#iar% o* leap "ireless iteratioal- a $usto&er*o$use# $o&pa%

pro'i#i+ io'ati'e &o)ile "ireless ser'i$es tar+ete# to &eet the ee#s o* $usto&ers "ho are

u#erser'e# )% tra#itioal $o&&ui$atios $o&paies.

E SSAR ?RO8P

The Essar +roup is oe o* I#ias lar+est $orporate houses "ith iterests spai+ the

&au*a$turi+ a# ser'i$e se$tors i )oth ol# a# e" e$oo&ies: steel- po"er- shippi+-

$ostru$tios- oil 7 +as a# tele$o&.

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I 5E A CE // 8/AR

I#iaHs lea#i+ ?SM &o)ile ser'i$es operator- i#ea $ellular has li$eses to operate i 11 $ir$les.ith a $usto&er )ase o* o'er 19 &illio- i#ea $ellular has operatios i 5elhi- Maharashtra- ?oa-

?u(arat- A#hra Pra#esh- Ma#h%a Pra#esh- Chattis+arh- 8ttara$hal- Gar%aa- 8P"est-

G i& a$hal Pra#e s h a# Kerala. I#ea a$;uire# spi$e tele$o& "hi$h "as operati+ i Karata!a

a# Pu(a). I#ea $ellular *ootprit $urretl% $o'ers approi&atel% @ o* I#ias populatio a#

o'er @0 o* the potetial tele$o&&ar!et. As a lea#er i 'alue a##e# ser'i$es- io'atio is

$etral to i#eaHs 'as *a$tor%. It is the *irst $ellular $o&pa% to lau$h &usi$ &essa+i+ "ith

H$ellular (o$!e%H- H)a$!+rou# toesH- H+roup tal!H- a 'oi$e portal "ith Hsa% i#eaH a# a $o&plete

suite o* &o)ile e&ail ser'i$es.

I 6TE R6ET 7 MOBI/ E ASSOCI ATI O6 O, I 65I A

The iteret 7 &o)ile asso$iatio o* I#ia IAMAI2 is a ot*orpro*it i#ustr% )o#% re+istere#

u#er the SOCIETIES ACT- 1D>. Its &a#ate is to epa# a# eha$e the olie a# &o)ile

'alue a##e# ser'i$es se$tors.

JP MOBI /E - I 6C.

JP Mo)ile is a soli#- "ellesta)lishe# $o&pa%- a true pioeer i the eterprise &o)ilit% &ar!et.

The% are a pri'atel% hel# $o&pa% "ith soli# *ia$ial )a$!i+. The% o**er sure "a'e &o)ilit%

suite- a $o&prehesi'e "ireless &o)ilit% solutio *or eterprises- $arriers- s%ste& ite+rators a#

i#epe#et so*t"are 'e#ors.

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/ OOP MOBI/E

/oop &o)ile BP/ &o)ile o" re)ra#e# as loop &o)ile2- represets +ro"th "ith $otiuit%.

hile "e $ostatl% "or! to"ar#s +i'i+ our su)s$ri)ers a )etter et"or!- io'ati'e pro#u$tsa# a superior &o)ile telepho% eperie$e- our su)s$ri)ers $a )e assure# o* the sa&e *o$us

a# $o&&it&et i pro'i#i+ the )est et"or! $o'era+e- )illi+ a$$ura$%- a# a u&at$he#

persoaliLe# $usto&er ser'i$e.

MT 6/ 5E/ GI

MT6/ as Set 8p O 1st April- 1D> B% The ?o'er&et O* I#ia To 8p+ra#e The ualit%

O* Tele$o& Ser'i$es- Epa# The Tele$o& 6et"or!- Itro#u$e 6e" Ser'i$es A# To Raise

Re'eue ,or Tele$o& 5e'elop&et 6ee#s O* I#ia �S Ke% Metros � 5elhi- The Politi$al

Capital A# Mu&)ai- The Busiess Capital O* I#ia.

MT S SGYAM T E/E COM

Siste&a Sh%a& teleser'i$es li&ite# is a (oit 'eture $o&pa% )et"ee siste&a o* Russia a#

Sh%a& +roup o* I#ia. Curretl% the% operate i the states o* Ra(astha- Ta&il 6a#u- Kerala-

Bihar- e s t Be+al a# Jhar!a#.

RE /I A6CE COMM8 6ICATI O6S

Relia$e Co&&ui$atios has a relia)le- hi+h$apa$it%- ite+rate# Both ireless a# irelie2

a# $o'er+et 4oi$e- 5ata a# 4i#eo2 #i+ital et"or!. It is $apa)le o* #eli'eri+ a ra+e o*

ser'i$es spai+ the etire i*o$o&& I*or&atio a# Co&&ui$atio2 'alue $hai- i$lu#i+

i*rastru$ture a# ser'i$es *or eterprises as "ell as i#i'i#uals- app li $a ti o s- a# $osulti+.

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RE /I A6CE I 6,OCOM

Relia$e I*o$o&& "ill o**er a $o&plete ra+e o* tele$o& ser'i$es- $o'eri+ &o)ile a# *ie#

lie telepho% i$lu#i+ )roa#)a#- atioal a# iteratioal lo+ #ista$e ser'i$es.

SGYAM TE /E COM /I MI TE 5

Sh%a& tele$o& is pioeer i T e le$ o & I#u s tr%. It has re'olutioiLe# the i#ustr% "ith

#e'elop&et o* io'ati'e pro#u$ts. Sh%a& +roup $o&&e$e# its operatios i 1D9 to

itro#u$e upto#ate tele$o&&ui$atio te$holo+%.

SO6Y E RI CSSO6

So% Eri$sso &o)ile $o&&ui$atios o**ers &o)ile &ulti&e#ia $osu&er pro#u$ts *or people

"ho appre$iate the possi)ilities o* po"er*ul te$holo+%.

SPI CE T E/ECOM

Spi$e tele$o& the )ra# a&e o* spi$e $o&&ui$atios li&ite# is presetl% operati+ $ellular

phoe ser'i$es i the states o* Pu(a) a# Karata!a. Cosi#ere# as oe o* the )est pro'i#ers o*

&o)ile telepho% i I#ia.

T ATA I 65I COM

Tata teleser'i$es lt# o**ers its pro#u$ts a# ser'i$es to $usto&ers a$ross I#ia u#er the a&e o*

Tata I#i$o&. Tata teleser'i$es li&ite# is I#ias lea#i+ pri'ate )asi$ ser'i$e operator.

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T E/E MATI C E 6?I 6EE RS P2 /T 5.

Esta)lishe# i 1DD u#er the I#ia Co&paies A$t- 1D@> to ta!e o'er the

a$ti'ities o* the erst"hile o'erseas $o&&ui$atio ser'i$es OCS2. The $o&pa% operates a

et"or! o* earth statios- s"it$hes- su)&arie $a)le s%ste&s- a# 'alue a##e# ser'i$e o#es to

pro'i#e a ra+e o* )asi$ a# 'alue a##e# ser'i$es.

4O5A,O6E E SSAR

4o#a*oe essar i I#ia is a su)si#iar% o* 4o#a*oe +roup pl$ a# $o&&e$e# operatios i

1DD "he its pre#e$essor Gut$hiso tele$o& a$;uire# the $ellular li$ese *or Mu&)ai.

4o#a*oe essar o" has operatios i 1> $ir$les $o'eri+ > o* I#ias &o)ile $usto&er )ase-

"ith o'er


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A"OUT DOT:

5OT sta#s *or #epart&et o* tele$o&. It "as starte# i the %ear 1DD=D


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TRAI:

TRAI sta#s *or Tele$o& Re+ulator% Authorit% o* I#ia. TRAI "as esta)lishe# i the %ear 1DD9

i pursua$e o* TRAI Or#ia$e2 1DD9 "hi$h "as later repla$e# )% a a$t o* parlia&et tore+ulate the tele$o&&ui$atio ser'i$es. So&e o* the &a(or re$o&&e#ator%- re+ulator% 7 tari**

setti+.

FUNCTIONS OF TRAI

,u$tios o* TRAI are to &a!e re$o&&e#atios o the ee# 7 ti&i+ *or itro#u$tio o* e"

ser'i$e pro'i#er esure $o&plia$e o* ter&s 7 $o#itios o* li$ese- e**e$ti'e &aa+e&et o* spe$tru&- la% #o" the sta#ar#s o* ;ualit% o* ser'i$e to )e pro'i#e# )% the ser'i$e pro'i#ers 7

esure the ;ualit% o* ser'i$e 7 $o#u$t the perio#i$al sur'e% o* su$h ser'i$e pro'i#e# )% the

ser'i$e pro'i#ers so as to prote$t iterest o* the Cosu&ers o* tele$o&&ui$atio ser'i$e- esure

e**e$ti'e $o&plia$e o* ui'ersal ser'i$e o)li+atios oti*% the rates at "hi$h tele$o&&ui$atio

ser'i$es i I#ia shall )e pro'i#e# u#er this a$t et$.

Re$etl% i eer$ise o* po"ers $o*erre# )% Pro'isioK2 12 o* Se$tio = o* the TRAI A$t- the

Cetral ?o'er&et- 4i#e 6oti*i$atio o S0 E2 #ate# Dth Jauar% =00- has oti*ie#

Broa#$asti+ 7 Ca)le ser'i$es to )e tele$o&&ui$atio ser'i$e.

RECONSTITUT ION:

I A&e#&et2 A$t- =000 ha# le# to re$ostitutio o* the authorit%. It $osists o* oe

Chairperso- t"o *ullti&e &e&)ers 7 t"o partti&e Me&)ers.

The preset $o&positio o* the authorit% is as *ollo"s:

SGRI. 6RIPE65RA MISRA

CGAIRPERSO6


19/58

SGRI A.K. SAG6EY

MEMBER

SGRI R.6. PRABGAKAR

MEMBER

PRO, 6. BA/AKRISG6A6

PARTTIME MEMBER

5R RAJI4 K8MAR

PARTTIME MEMBER


20/58

SOME IMPORTANT & INTERESTING FACTS A"OUT

V O DAF ON E

4o#a*oe is the thir# lar+est $o&pa% i this $outr% )% & ar!et $ap it a li L a ti o . This is

re&ar!a)le )e$ause 4o#a*oe is a relati'el% e" $o&pa%. Most o* the other $o&paies i the

, T SE 100

lar+est 100 $o&paies i the 8K2 ha'e )ee arou# $osi#era)l% lo+er.

Most people i this $outr% istatl% re$o+iLe the 4o#a*oe lo+o a# !o" "hat the $o&pa%

#oes. 4o#a*oe supplies $u s to & ers "ith &o)ile telephoe *a$ilities i$lu#i+ tet- +a&es- &usi$-

&o)ile T4- a# iteret s er' i$e s . I =00@ 4o#a*oe ha# arou# 1> &illio 8K $usto&ers-

e&plo%e# o'er 11-@00 people a$ross $all $etres- o**i$es a# retail shops.

The 6AS is less "ell!o". It is a atioal $harit% "or!i+ "ith $hil#re- a#ults- a# *a&ilies

a**e$te# )% au ti s& - a# those pro*essioals "ho "or! alo+si#e the&. Autis& is a $o&ple li*e

lo+ #e'elop&etal #isa)ilit% a**e$ti+ a i$reasi+ u&)er o* $hil#re i the 8K. The ter&

autis& $o'ers a "i#e ra+e o* )eha'ioral a# $o&&ui$atio #i**i$ulties. ,or ea&ple people

"ith autis& *i# e'er%#a% so$ial itera$tio 'er% #i**i$ult.

Their a)ilit% to #e'elop *rie#ships is +eerall% li&ite# as is their $apa$it% to u#ersta# other

peopleHs e&otioal epressio. People "ith autis& $a o*te ha'e a$$o&pa%i+ leari+

#isa)ilities )ut e'er%oe "ith the $o#itio shares a #i**i$ult% i &a!i+ sese o* the "orl#.

The 6AS $ha & p ios the iterests o* people "ith autis& a# pro'i#es ser'i$es appropriate to

their ee#s. Arou# @


21/58

H IS T O R Y O F V OD AF O N E :

4o#a*oe is the "orl#Hs lea#i+ iteratioal &o)ile $o&&ui$atios $o&pa%. Curretl% it has

operatios i =@ $outries a$ross @ $otiets a# 0 parter et"or!s "ith o'er =>0 &illio

$usto&ers "orl#"i#e.

DURING ,'# S

4o#a*oe &a#e the 8KHs *irst &o)ile $all at a *e" &iutes past &i#i+ht o 1st Jauar% 1D@.

ithi *i*tee %ears- the et"or! "as the lar+est $o&pa% i Europe a# the lar+est o* its !i#

a%"here i the "orl#. B% the tur o* the $etur%- al&ost e'er% se$o# 8K $itiLe ha# a &o)ile

N a# a thir# o* the& "ere $oe$te# to 4o#a*oe.

The 4o#a*oe stor% is oe o* i'est&et- io'atio a# a"ar#"ii+ $usto&er ser'i$e.

A)o'e all- its oe o* +ro"th a# the a)ilit% to #eli'er the tre&e#ous )ee*its o* &o)ile

$o&&ui$atios- ot (ust i the 8K )ut "orl#"i#e.

,'%

The Ra$al ele$troi$s +roup "is its )i# *or the pri'ate se$tor 8K $ellular li$ese. It sets up the

Ra$al tele$o&s #i'isio a# a&es the e" et"or! 4o#a*oe to re*le$t the pro'isio o* 'oi$e

a# #ata ser'i$es o'er &o)ile phoes. Base# i 6e")ur%- the $o&pa% has less tha @0

e&plo%ees- all i oe )uil#i+.

,'*

The 4o#a*oe aalo+ue et"or! is the *irst $ellular et"or! to lau$h i the 8K- a# the *irst

$all is &a#e *ro& St Katheries #o$! i /o#o to 6e")ur% o 1 Jauar% 1D@.

,'$

4o#a*oe is re$o+iLe# as the lar+est &o)ile et"or! i the "orl#.

4o#ata is $reate# as the 'oi$e a# #ata )usiess to #e'elop a# &ar!et 4o#a*oe re$all- the

'oi$e&ail ser'i$e.


22/58

4o#apa+e is lau$he#- pro'i#i+ a pa+i+ et"or! that $o'ers 0 o* the 8K populatio.

,''

Ra$al tele$o&& pl$ *loats o the /o#o a# 6e" Yor! sto$! e$ha+es.

,',

Pa!et is *or&e# as a (oit 'eture )et"ee Ra$al tele$o& a# $a)le 7 "ireless.

VODAF ONE DURING ,,# S:

,,

Ra$al a# 4o#a*oe #e&er+e. A# the 4o#a*oe +roup is liste# as a i#epe#et $o&pa% o

the /o#o a# 6e" Yor! sto$! e$ha+es.

4o#a*oe a# tele$o& ,ila# &a!e the "orl#s *irst iteratioal roa&i+ $all.

4o#a*oe lau$hes its #i+ital ?SM2 &o)ile phoe ser'i$e N the *irst i the 8K.

,,%

4o#a*oe a# tele$o& ,ila# si+ the "orl#Hs *irst iteratioal ?SM roa&i+ a+ree&et.

,,(

4o#a*oe +roup iteratioal is *or&e# to a$;uire li$eses a# super'ise o'erseas iterests.

4o#a*oe opes its *irst hi+h street store.

,,)

4o#ata is the *irst et"or! operator i the 8K to lau$h #ata- *a a# s&s ser'i$es o'er the

#i+ital et"or!.

4o#a*oe (ois the +lo)al star $osortiu& to #e'elop a# lau$h a lo" earth or)iti+ satellite

&o)ile phoe ser'i$e.


23/58

,,+

4o#a*oe is the *irst et"or! operator i the 8K to lau$h a prepa% aalo+ue pa$!a+e.

Per se$o# )illi+ o the #i+ital et"or! is itro#u$e#- as "ell as optios to )u% )u#le#

&iutes a# &a!e o**pea! lo$al $alls to la#lies.

,,$

Chris +et su$$ee#s Sir ?eral# het as $hie* ee$uti'e o**i$er o* 4o#a*oe +roup pl$.

,,,

4o#a*oe air tou$h pl$ is $reate# as a result o* a su$$ess*ul &er+er )et"ee 4o#a*oe +roup

pl$ a# air tou$h $o&&ui$atios I$.

O @ Jauar% 4o#a*oe $oe$ts the *i'e &illio $usto&ers i the 8K.

VODAF ONE DURING %### S:

%###

The a$;uisitio o* Maes&a A+ al&ost #ou)les the siLe o* the 4o#a*oe +roup &a!i+ it

the lar+est &o)ile tele$o&&ui$atios $o&pa% a# oe o* the top te $o&paies- )% &ar!et

$apitaliLatio- i the "orl#.

4iLLa'i is lau$he#- a @0@0 (oit 'eture )et"ee 4o#a*oe air tou$h a# 'i'e#iet to

#eli'er a &ultia$$ess )ra#e# iteret portal *or Europe.

4o#a*oe a$;uires the lar+est a'aila)le


24/58

%##

4o#a*oe itro#u$es istat &essa+i+ to its et"or!s.

4o#a*oe &a!es the "orl#s *irst


25/58

4o#a*oe li'e ith


26/58

=>

%##*

4o#a*oe si&pl% is lau$he#- +i'i+ $usto&ers e"- eas%touse 'oi$e a# tet ser'i$es.

4o#a*oe itro#u$es passport- a e" 'oi$e roa&i+ pri$e pla.

%##+

The u&)er o* 4o#a*oe li'e Custo&ers "ith


27/58

MANA GE MEN T OF V ODAF ON E

NE ! CE O OF V OD AFONE :

VODAFONE ANNOUNCES NEW CIEF E!ECUTI VE

4o#a*oe +roup pl$ to#a% aou$es that- a*ter *i'e %ears i the role- Aru Sari "ill )e retiri+

as $hie* ee$uti'e at the e# o* the $o&pa%s A?M o =Dth Jul% =00. Ge "ill )e su$$ee#e# )%

#eput% $hie* ee$uti'e 4ittorio Colao.

Aru Sari )e$a&e $hie* ee$uti'e i Jul% =00< a# o'er the last *i'e %ears has le# the $o&pa%

throu+h a perio# o* si+i*i$at $ha+e- )oth strate+i$ a# or+aiLatioal. 8#er his lea#ership

4o#a*oe has #e'elope# a# i&ple&ete# a e" strate+% to )e$o&e a total $o&&ui$atios

$o&pa%- "hi$h is alrea#% #eli'eri+ results. As part o* its strate+% 4o#a*oe has also epa#e#

ito e&er+i+ &ar!ets i$lu#i+ Ro&aia- CLe$h Repu)li$- Tur!e%- a# &ost re$etl%- I#ia

"here Aru Sari le# the a$;uisitio o* Gut$hiso essar- "hi$h is the lar+est *orei+ i'est&et

&a#e i the $outr%.

I port*olio &aa+e&et- #uri+ this ti&e the $o&pa% also #ispose# o* its )usiesses i Japa

a# S"e#e- to+ether "ith iterests i S"itLerla# a# Bel+iu&. I Europe the e" strate+% has

#eli'ere# io'ati'e pro#u$ts- i&pro'e# re'eue a# si+i*i$at $ost re#u$tio.

Or+aiLatioall% the $o&pa% has )ee stru$ture# to ta!e a#'ata+e o* its si+i*i$at +lo)al

*ootprit )% )e$o&i+ a ite+rate# )usiess "ith a $lear #isti$tio )et"ee +lo)al a# lo$al

a$ti'ities.

5uri+ his ti&e as $hie* ee$uti'e the $o&pa% has also +ro" its proportioate $usto&er )ase

*ro& 1=0 &illio to &ore tha =>0 &illio +lo)all% a# o'er this perio# 4o#a*oe has

$osistetl% #eli'ere# stro+ results. Returs to sharehol#ers o'er this perio# ha'e also )ee 'er%

positi'e "ith #i'i#e#s i$reasi+ *ro& 1.>Dp to 9.@1p- a i$rease o* &ore tha 00. Ge has

also )uilt a e" seior &aa+e&et tea& a# ta!e the lea# o &a(or i#ustr% issues- i$lu#i+

&o)ile )roa#)a# a# iteret ser'i$es.


28/58

COMMENTING CHAIRMAN SIR /OHN "OND SAID:

“Aru has #oe a tre&e#ous (o) as $hie* ee$uti'e. Ge has le# the $o&pa% "ith #isti$tio

a# a'i+ate# 4o#a*oe throu+h a perio# o* rapi# $ha+e. Ge has #e'elope# a e" strate+% *or

the )usiess a# si+i*i$atl% epa#e# our *ootprit i e&er+i+ &ar!ets. The a$;uisitio i

I#ia "as 'er% "ell ti&e# a# ee$ute#. The )oar# has a +reat #eal to tha! hi& *or a# i "oul#

li!e persoall% to tha! hi& *or all he has #oe *or the )usiess a# "ish hi& a# his *a&il% all

the )est *or the *uture. I 4ittorio Colao "e ha'e a *ie su$$essor a# I a& loo!i+ *or"ar# to

"or!i+ "ith hi& i his e" role.F

ARUN SARIN SAID:

“It has )ee a pri'ile+e to lea# 4o#a*oe *or the last *i'e %ears a# to ha'e )ee i'ol'e# i the

$o&pa% *or su$h a lo+ ti&e. I *eel that I ha'e a$$o&plishe# "hat i set out to a$hie'e-

parti$ularl% i #e'elopi+ a# i&ple&eti+ a e" strate+%. I a& 'er% prou# o* "hat 4o#a*oe

a# its 91-000 people ha'e a$hie'e# a# the +oo# &o&etu& "e ha'e i the &ar!etpla$e. I

!o" that the )usiess is i $apa)le ha#s "ith 4ittorio Colao. Ga'i+ "or!e# "ith hi& *or

&a% %ears I !o" that he has the eperie$e a# 'isio to ta!e 4o#a*oe o to *uture su$$ess.F

4o#a*oe +roup pl$ also aou$e# to#a% that o ee$uti'e #ire$tors Mi$hael Bos!i a#

Jur+e S$hre&pp "ill ot )e see!i+ reele$tio at the A?M. Mi$hael Bos!i (oie# the

4o#a*oe )oar# i 1DDD o 4o#a*oes &er+er "ith air tou$h $o&&ui$atios i$- ha'i+

ser'e# *or a u&)er o* %ears pre'iousl% o the air tou$h )oar#. Jr+e S$hre&pp )e$a&e a

#ire$tor o* 4o#a*oe i =000 "he 4o#a*oe $o&plete# its a$;uisitio o* Maes&a- ha'i+

)ee a &e&)er o* Maes&as super'isor% )oar# )e*ore the.

Sir Joh )o# sai#: “I "oul# li!e to tha! Mi$hael a# Jr+e *or their $otri)utios a# *or the

#i**eret a# i&portat perspe$ti'es ea$h has )rou+ht to our )oar#. Both ha'e ser'e# "ith

#isti$tio a# i a& 'er% +rate*ul *or their tireless "or! o our )oar# $o&&ittees- espe$iall%

Mi$haels $hair&aship o* the au#it.


29/58

Co&&ittee. Jr+e has- at oe ti&e or aother- )ee a &e&)er o* ea$h o* our pri$ipal )oar#

$o&&ittees. e "ish the& )oth "ell i the *uture.F

ARUN SARIN

Aru Sari- a+e# @


30/58

I =000- "ith the su$$ess*ul &er+er o* 4o#a*oe air tou$hs us )usiesses "ith those o* )ell

Atlati$ a# ?TE to *or& 4ERIO6 "ireless- aru- "hilst &aitaii+ a oee$uti'e

#ire$torship o* 4o#a*oe air tou$h pl$- )e$a&e CEO o* i*o spa$e- a pro'i#er o* &o)ile iteret

$otet a# #ire$tor% ser'i$es.

I =001 he (oie# ACCE/KKR tele$o&3 a tele$o& i'est&et a# &aa+e&et )usiess-

"here he e'aluate# u&erous opportuities i the tele$o&&ui$atios i#ustr% arou# the "orl#

a# o'ersa" the a$;uisitio o* )ell Caa#as %ello" pa+es )usiess.

I April =00< he )e$a&e CEO #esi+ate o* 4o#a*oe +roup pl$ a# assu&e# the post o* $hie*

ee$uti'e o Jul% D a# 1DD1D>2 at M$!ise% 7 $o- "here he

"as a parter i the Mila o**i$e- "or!i+ o &e#ia- tele$o&&ui$atios a# i#ustrial +oo#s.

Ge hea#e# the *ia$e pra$ti$e- a# "as resposi)le *or the o**i$e re$ruiti+ o* $osultats.


31/58

4ittorio "or!e# i 1DD1DD0 *or Mor+a Stale% i'est&et )a! #i'isio- i /o#o- a#

Mo#a#ori- the Italia pu)lisher.4ittorio has )ee a oee$uti'e #ire$tor a# &e&)er o* the

re&ueratio $o&&ittee o* Ras isura$e- the liste# o the Mila sto$! e$ha+e o" &er+e#

"ith alliaL se2- a# "as pre'iousl% a oee$uti'e #ire$tor a# $hair&a o* the re&ueratio

$o&&ittee o* ,i&e$$ai$a-


32/58

C HA PTER IV

PR OD UCT S & S E RV I C E S O FFE R E D " Y V OD AF O N E :

PRODUCTS CATEGORY:

1.CGAR?E RS :

Sta% $oe$te# "here'er %ou are "ith the o!ia tra'el $har+er. ItHs ha#% "he %ouHre $a&pi+-

*l%i+ or o the +o. ItHs also i#eal i* %ou *or+et to !eep %our phoe *ull% $har+e#.

ith &ost o!ia phoes o" pa$!i+ $a&eras- or+aiLers a# e&ail- this i*t% +a#+et "ill $o&e

i ha#% *or &ore tha (ust tal!i+. A# )e$ause itHs s&all- %ou $a pa$! it i %our )a+ a#

*or+et a)out it util %ou ru out o* (ui$e.


33/58

=.CO66E CTI 4IT Y:

?et a +reat si+al at ho&e "ithout leai+ out o* the "i#o" tha!s to the 4o#a*oe a$$ess

+ate"a%.

The +ate"a% si&pl% plu+s ito %our )roa#)a# lie- )oosti+ %our


34/58


35/58

.,/E U ARM CRA5/E :

Tal! i %our $ar "hile %our ha#s sta% *ir&l% o the "heel. The 4o#a*oe $ar $ra#le is

#esi+e# *or a% ha#set. Just atta$h the su$tio $ap to %our "i#s$ree- or $lip the $ra#le to

%our air 'et. 6o &ess. 6o tools. 6o hassle.

O$e the $ra#leHs atta$he#- t"ist the )e#% ar& *or the per*e$t positio. ItHs as eas% as that.

Si&ple a# sa*e- the &ustha'e a$$essor% is- at (ust @>9 RS- 'er% a**or#a)le too.


36/58

@.ME MORY CAR5S:

he %ou ee# to pa$! e'e &ore ito %our phoe- $hoose the sa#is! ?B &i$ro s# &e&or%

$ar#. It has the sa&e #i&esios as the = ?B $ar#- )ut lets %ou $arr% loa#s &ore tues a#

photos.

ith spa$e *or up to 1-000 tra$!s- thereHs eou+h roo& i this ti% #e'i$e *or all %our *a'ourites.

You $a also store- 'ie" or tras*er photos a# 'i#eo $lips sa*el% a# easil%.

Sli&- po"er*ul a# ultra $o&pati)le- the ?B &i$ro s# &e&or% $ar# is the i#eal $o&paio *or

%our phoe.


37/58

SERVI CES:

Vo#a*oes e" tele$o&s &aa+e&et ser'i$e si&pli*%i+ the &aa+e&et o* *ie# a#

&o)ile tele$o&s ser'i$es.

4 o#a*oe ? lo)al E terpr is e N The #i'isio o* 4o#a*oe "hi$h &aa+es the $o&&ui$atios

ee#s o* the lar+est &ultiatioal $o&paies "orl#"i#e N aou$es the lau$h o* 4o#a*oe

tele$o&s &aa+e&et- a e" ser'i$e "hi$h $o&)ies a# si&pli*ies the &aa+e&et o* *ie#

a# &o)ile tele$o&s.

4o#a*oe tele$o&s &aa+e&et is a *ull% hoste# ser'i$e #esi+e# to re&o'e the operatioal

$o&pleit% o* &aa+i+ the tele$o&s e'iro&et *or &ultiatioal )usiesses.

8#erpie# )% 4o#a*oes +lo)al support a# ser'i$e le'el a+ree&ets- the ser'i$e "ill +i'e

&ultiatioals +reater 'isi)ilit% a# &aa+e&et $otrol o'er their tele$o&s epe#iture- as "ell

as i&pro'e the ;ualit% o* ser'i$e #eli'ere# to e&plo%ees.

The o**eri+ "ill also #eli'er a si+le- olie &aa+e&et 'ie" o* )oth their *ie# a# &o)ile

tele$o&s ser'i$es. 4o#a*oe $osultats "ill "or! "ith $usto&ers to assess a# s$ope their

$urret tele$o&s 'e#ors a# ser'i$es- the #e'elop a &aa+e&et pla ai&e# to #eli'er +reater

e**i$ie$% a# re#u$e $osts.

ADDITIONAL KEY F EATURES INCLUDE:

A si+le olie 'ie" o* spe# a$ross all tele$o&s pro'i#ers

,ull 'isi)ilit% o* tele$o&s assets su$h as &o)ile a# *ie# #e'i$es

A)ilit% to $otrol a# &aa+e &o)ile #e'i$es

Capa)ilit% to se$ure- lo$! a# re&otel% "ipe &o)ile #e'i$es

4isi)ilit% o* tele$o&s 'e#or $otra$ts a# the $urret $otra$t status

The olie &aa+e&et portal is tailore# to ea$h or+aiLatio to esure that it iter*a$es "ith

their eisti+ $o&pa% pro$esses. ,or ea&ple- the ser'i$e pro'i#es a e&plo%ee sel*ser'i$e

http://enterprise.vodafone.com/http://enterprise.vodafone.com/


38/58

portal- ea)li+ e&plo%ees to or#er e" &o)ile #e'i$es a# up#ate their pro*iles. The pro$ess o*

or#eri+ a #e'i$e a# the t%pe o* #e'i$e that a e&plo%ee is allo"e# to or#er "ill )e i lie "ith

ea$h $o&pa%s set appro'al +ui#elies- poli$ies a# "or! *lo"s.

“I this tou+h e$oo&i$ e'iro&et our $usto&ers are ur+etl% see!i+ "a%s to re#u$e $ost a#

si&pli*% their pro$esses-F sai# 6i$! Je**er%- #ire$tor- 4o#a*oe +lo)al eterprise. “4er% *e"

+lo)al or+aiLatios ha'e a $o&plete a# a$$urate 'ie" o* their *ie# a# &o)ile tele$o&s

la#s$ape. Our tele$o&s &aa+e&et ser'i$e has )ee #e'elope# i #ire$t respose to this

ee#.F

INTERN ET:

MO"ILE "ROAD"AND:

M OBIL E BROADBAND VIA YOUR PHONE

,eel the *ree#o&. 8se the iteret %our "a% N "ith *ull a$$ess to 4OIP ser'i$es li!e SKYPEV-

a# peer to peer ser'i$es li!e *ile shari+.

ith &o)ile )roa#)a# 'ia %our phoe- %ou +et a "hoppi+ @ ?B ea$h &oth. Si&pl% use %our

phoe as or&al N a# i* %ou ha'e a


39/58

HOME"ROAD"AND:

4o#a*oe ho&e )roa#)a# +i'es %ou hi+hspee# iteret a$$ess a# i$lusi'e a%ti&e la#lie

$alls *or (ust 1= RS a &oth.

ith o hi##e $at$hes- our $usto&ers sa% its )etter 'alue tha their pre'ious ho&e )roa#)a#

pa$!a+e.

hat #o I +et

Super *ast )roa#)a# $oe$tio up to &)2 "ith uli&ite# usa+e

I$lusi'e $alls to 8K la#lies a% ti&e

=@ o** $alls to 8K &o)iles

,ree 8K)ase# telephoe support =9

Broa#)a# &o#e& a# &i$ro *ilters i$lu#e#

All *or (ust 1= Rs per &oth.


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MARKET SHARE OF MO"ILE OP ERATORS IN INDIA:%##%-%##'

VODAFONE TOPS THE LIST IN THIS CATEGORY


42/58

A" OUT T HE MOST P OPULA R V ODAF ONE 4 OO-4 OOS:

SOME INTERESTING F ACTS A"OUT 4OO4OOS:

O *irst loo!- these “oo oosF i 4o#a*oe T4 a#s &a% rese&)le ai&ate# $artoo $hara$ters

"ith a alie loo! or si&pl% a stupi# e++hea# $hara$ter "ith #isproportioal "hite )o#ies a#

)la$! #ots *or e%es a# &outh.

But the iteresti+ part is that oo oos are ot ai&ate# $hara$ters )ut are a$tuall% sli& "o&e

a$tors *ro& lo$al Mu&)ai theatres- #resse# i "hite $ostu&es that are stu**e# "ith *oa& to

portra% the $hara$ters.

These $hara$ters are a&e# oo 4oos- a# are $reate# )% O7M. These a#s "ere #ire$te# )%

Pra!ash 4ar&a a# "ere lau$he# #uri+ the o+oi+ IP/ = series.

The% are hu&a )ei+s "ho "ere &a#e to "ear )o#% suits. “the #esi+ o* the $hara$ters is su$h

that oe +ets *oole# ito thi!i+ it is ai&atio-F shru+s Rao- "hi$h "as i#ee# the 'er%


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illusio that ha# to )e $reate#. “i a sese- it is li'e ai&atioF Ge ;uips- re*erri+ to the *a$t

that it "as all shot li'e.

To $reate lar+e hea#s the% use# a &aterial $alle# Perspe- "hi$h "as a+ai stu**e# "ith *oa&.

Also- the% $aste# ol% "o&e a# $hil#re to pla% the Loo Loos so that the thi ha#s a# le+s

&a#e the hea#s loo! e'e )i++er.

SP ON SOR SHIP

VODA F ON E S P AR T N E RSH I P ! IT H M CL AR E N M E RC E D E S S E R IE S :

As title sposor a# o**i$ial &o)ile parter o* the 4o#a*oe M$lare Mer$e#es tea&- 4o#a*oe

is raisi+ its asso$iatio "ith ,or&ula 1 to the ulti&ate le'el. e ha'e $o&&itte# to a lo+ter&

a+ree&et- starti+ i =009.

The sposorship #e&ostrates 4o#a*oes o+oi+ $o&&it&et to the ,or&ula 1 "orl#

$ha&pioship- a sport "hi$h $otiues to #eli'er &assi'e +lo)al tele'isio $o'era+e a# "hi$h

has si+i*i$at appeal *or 4o#a*oes $osu&er a# )usiess $usto&ers arou# the "orl#.

The title sposorship i$lu#i+ the tea& a&e 4o#a*oe M$lare Mer$e#es a# o**i$ial

&o)ile parter o* the tea& +i'es 4o#a*oe3 #o&iat title sposorship )ra#i+ o the $ars-

#ri'ersH a# pit $re"sH o'eralls a# hel&ets.

As "e eter ito this e$iti+ e" partership the asso$iati'e ri+hts a$;uire# pro'i#e ui;ue

opportuities that "ill $otiue to raise )ra# a"areess throu+h the tea& a&e a# )ra#i+.

The tea& partership #eli'ers a po"er*ul ite+rate# &ar!eti+ plat*or& throu+h a#'ertisi+-

hospitalit%- &o)ile $otet- ha#set o**ers a# pro&otios a# throu+h io'ati'e a$ti'atio "ill

e$oura+e pre*ere$e a# lo%alt% a&o+st 4o#a*oes $usto&ers.

VODAF ONE !ITH UEF A CHAMP IONS LEAGUE:

4o#a*oe is i its se$o# seaso as o**i$ial parter a# o**i$ial &o)ile et"or! o* the 8E,A

Cha&pios /ea+ue- the "orl#Hs lar+est aual *oot)all $o&petitio.


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4o#a*oe is #eli+hte# to )e at the *ore*rot o* Europes pre&ier $lu) $o&petitio. A*ter the

su$$esses o* last seasoHs 8E,A $ha&pios lea+ue sposorship a# the a+ree&ets aou$e# i

April to sposor the 8E,A $up *ial a# 8E,A super $up- 4o#a*oe is loo!i+ *or"ar# to

stre+thei+ its positio as a )ra# passioate a)out the )eauti*ul +a&e.

The 8E,A $ha&pios lea+ue is the "orl#Hs +reatest $lu) *oot)all $o&petitio. 5uri+ ie

&oths o* e'er% %ear- Europes top


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VODAF ONE SOUND" ITES

Vo#a*oe sou# )ites eplore e'er% aspe$t o* the +lo)al &usi$ s$ee. ,eaturi+ iteratioal

artists iter'ie"s at +i+s a# *esti'als- )a#s *atas% +roup lieups- presho" rituals a#

per*or&ers #es$ri)i+ their *irst ti&e o sta+e- the pro+ra&&e )ri+s a autheti$ )ehi# the

s$ees isi+ht ito the "orl# o* &usi$.

4o#a*oe sou# )ites is a'aila)le o t'- 'ia a "e)site " " " .&t ' 'o#a*oe s ou#) it e s .$o & 2 a#

o &o)ile "ap.&t''o#a*oesou#)ites.$o&2 as a series o* t"et% oe- three &iute sho"s.

The "e)site a# &o)ile ser'i$e $arr% a##itioal *oota+e- as "ell as e#itorial a# e"s ele&ets.

8i;uel% the pro+ra&&e is a'aila)le i se'e la+ua+es o MT4 i ?er&a%- Gu+ar%- the

6etherla#s- Portu+al- Ro&aia- Spai- Tur!e%- the 8K a# Irela#- Australia- 6e" eala# a#

o the &t' Europea *ee#- $o'eri+ sitee $outries

http://www.mtv-vodafonesoundbites.com/http://www.mtv-vodafonesoundbites.com/


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I a)out 10 #a%s- O7M $o&plete# the $a&pai+ shooti+ t"othree *il&s a #a%- ea$h selli+ a

pro#u$t or a ser'i$e o**ere# )% 4 o#a*o e . A #oLe &ore *il&s are epe$te# as the lea+ue

pro+resses.

The $hara$ters- "hi$h loo! li!e #istat $ousis o* the Pills)ur% #ou+h )o%- "ere ea$te# )%

pro*essioal )allet artists i "hite )o#% suits. “hat &a!es the& so e#eari+ is that the% are

io$et people li'i+ i a si&ple "orl# uli!e ours- "ho lau+h lou# "he the% lau+h. A# "ho

see& to )e i a i)et"ee "orl# o* ai&atio a# realit%-F sai# Mr. Ra(i' Rao- ee$uti'e

$reati'e #ire$tor- O7M.

A *il& shot at =0 *ra&es per se$o# &a#e the Loo Loos &o'e&ets hurrie# a# $o&i$al. O* the

=D #i**eret Loo Loo a#s $reate# *or the IP/- there "ill )e a e" oe e'er%#a%.

CUSTOMER RELATIONSHIP MANAGEMENT

VODAF ONE LAUNCHES P HONES FOR THE P OOR

,ro& o" o"ar#s &illios o* people all throu+h the "orl# $oul# a$$ess &o)ile phoes *or the

*irst ti&e "ith the release o* 4o#a*oes *irst ultra$heap o")ra#e# phoes. It is sai# )% the

$o&pa% that these phoes are $heap eou+h *or poor people to ha'e. Plus the 4o#a*oe 1=@ a#

==@- release# re$etl%- are ai&e# at epa#i+ the a'aila)ilit% o* a**or#a)le &o)ile phoes i

i$reasi+ &ar!ets.

The &o)ile phoes ha'e )ee pro#u$e# *or 4o#a*oe )% Chiese &au*a$turer TE Corporatio

the *irst ha#sets resulti+ *ro& a a+ree&et )et"ee the t"o $o&paies aou$e# i

5e$e&)er. The% "ill $o&e ito 'ie" *irst o 4o#a*oe et"or!s i E+%pt- Ro&aia a# South

A*ri$a. The 4o#a*oe 1=@ a# ==@ are reporte# to )e $osisti+ "ith a si&ilar set o* )asi$

*eatures- althou+h the 1=@ has a &oo$hro&e #ispla% "hereas the ==@s #ispla% is $olour.

http://vodafone.in/http://vodafone.in/


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4o#a*oe is also plai+ to ope a$$ess to &o)ile ser'i$es *or &ore people i $outries "here

&o)ile et"or!s are the &ost 'ia)le a# $oste**e$ti'e $o&&ui$atios ser'i$e a'aila)le. The

phoes are sai# to )e $o&i+ "ith the pri$e ta+ o* arou# 1=00=@00.

GAPPY T O GE/ P:

This is a olie =W9 helplie ser'i$e *or the $usto&ers o* 4o#a*oe. This

pro'i#es help to the $usto&er ;ueries relate# to the pro#u$ts 7 ser'i$es li!e 4AS-

tal!ti&e- re$har+e 7 et$.

C8ST OME R CARE CE 6T RE :

This is oe o* the )est "a% o* &aitaii+ a health% $usto&er relatioship a#opte#

)% 4O5A,O6E. The% ha'e their o" $usto&er $are $etres all o'er I#ia

"herei the $usto&ers #ire$tl% $o&e to the $etres re+ar#i+ the pro)le&s the%

*a$e relate# to the pro#u$ts 7 ser'i$es.


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I N T RODUC T I ON O F I P HONE O F T HE "I GG E ST E V E NT I N T HE

HISTORY OF INDIAN TELECOM:

“e are #eli+hte# to aou$e that the iphoe


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6o" that 4o#a*oe o**i$iall% aou$e# the pr i$e o* ipho e - a lo$al rep. Share# #etails a)out the

#i**eret tari** plas a'aila)le *or 4o#a*oe $usto&ers o* iphoe i I# ia .

8li!e )la$!)err%- 4o#a*oe o**ers o uli&ite# #ata pla *or iphoe users. That &eas i* %ou

ehaust %our &othl% #ata usa+e li&it- )e prepare# to shell out a etra Rs @ per &) o* #ata

e$ha+e#.

The &othl% ret *or iphoe "ill ra+e *ro& Rs @00 to Rs 1000 #epe#i+ o %our iteret

re;uire&ets. The lo"er pla "ill pro'i#e %ou "ith @0 &) o* *ree #ata usa+e "hile the upper

1000 pla pro'i#es >00 &) o* #ata usa+e.

The a)o'e plas are *or $usto&ers "ith a postpai# $oe$tio.

I* %ou "at to +o *or a prepai# iphoe $oe$tio- theres a iphoe #ata $ar# a'aila)le *or a

&othl% ret o* Rs 100 )ut "ithout a% *ree #ata usa+e.

The s&s a# lo$al st# $all $har+es o iphoe "ill &ore or less )e the sa&e as eisti+ tari**s

o**ere# )% 4o#a*oe.

/ets #o so&e &aths. I* %ou are hea'% "e) user- the o'erall $ost "oul# "or! so&ethi+ li!e this

Rs 000 *or ha#set2 X Rs 1=000 %earl% ret2 X $all $har+es X etra #ata $har+es X taes.

Cotrast that "ith a )la$!)err% $ur'e *ro& airtel Rs =000 %earl% ret

"ith uli&ite# #ata2 X $all $har+es X taes.

http://www.labnol.org/gadgets/vodafone-india-iphone-3g-price/4267/http://www.labnol.org/india/interesting/buy-iphone-in-india-from-wipro-hcl/700/http://www.labnol.org/gadgets/vodafone-india-iphone-3g-price/4267/http://www.labnol.org/india/interesting/buy-iphone-in-india-from-wipro-hcl/700/


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VODAF ONE S TIE- UP !ITH ".E.S.T & RAIL!AY S:

As a part o* the $usto&er relatioship &aa+e&et 4o#a*oe $a&e out "ith a ui;ue pla o*

pro'i#i+ its $usto&ers "ith ut&ost ease o* pa%i+ their )ills o the rail"a% plat*or&s 7 i the

)uses. The $usto&ers "ere ha'e to 'isit the respe$ti'e $etres o* their area to pa% the )ills

"hi$h "as ti&e $osu&i+ 7 re;uire# so&e e**ort. Be$ause o* the iitiati'e ta!e )% 4o#a*oe

postpai# $usto&ers are 'er% &u$h relae# that the% #o ot ha'e to 'isit the respe$ti'e $etres to

&a!e the pa%&et.

COMP ARISN "ET!EEN VODAF ONE & LOOP MO"ILE

L OOP MO" ILE:

Loop &o)ile stri'es *or $usto&er satis*a$tio a# )usiess su$$ess i the tele$o& ser'i$e *iel#.

Apart *ro& o**eri+ prepai#- postpai#- roa&i+- 'oi$e s&s a# push &ail ser'i$es i the

"ireless i#ustr%- this & o) il e s er' i$e $o & pa% also pro'i#es other 'aluesa##e# ser'i$es. The

$o&&ui$atios ser'i$e $o&pa% +i'es a ite&iLe# )ill- "hi$h a #etaile# )ill is a$$outi+ the

out+oi+ $alls- s&s- su)s$ri)e# ser'i$es a# other su$h #etails.

The $usto&er o* the &o)ile ser'i$e $o&pa% also +ets &isse# $all alerts throu+h s&s alerts-

"he the phoe is s"it$he# o** or is out o* the $o'era+e areara+e. Mo)ile as"er phoe

ser'i$e or 'oi$e &ail ser'i$e is a'aila)le *or $usto&ers ot a)le to atte# $alls- a# i* a$ti'ate#

allo"s the $aller to re$or# hisher &essa+e. Call $o*ere$i+ is also o**ere# )% )pl

$o&&ui$atio- "hi$h a $o*ere$e )et"ee t"o or &ore persos.

Other ser'i$es su$h as $lip- "hi$h i#eti*ies the $aller3 popular roa&i+- "hi$h allo"s spe$ialroa&i+ "ithout a% #eposit i I#ia a# ST5IS5 *a$ilit% to &a!e atioaliteratioal $alls

are pro'i#e# )% the &o)ile ser'i$e $o&pa%. E&er+e$% ST5IS5 ser'i$es- "hi$h pro'i#e

a$$ess to ST5IS5 $alli+ "ithout a% #eposits *or =0 &iutes- $lir to se$ure the $usto&ers

u&)ers *ro& )ei+ re*le$te# o $allers &o)ile a# *a#ata a# iteret optios are also the

http://www.franchisebusiness.in/Services/IT-Telecomunicationshttp://www.franchisebusiness.in/Services/IT-Telecomunicationshttp://www.franchisebusiness.in/Services/IT-Telecomunications


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other 'aluea##e# ser'i$es o**ere# )% the $o && u i$ a ti os s er' i$e $o & pa % . BP/

$o&&ui$atio o**ers atioal roa&i+ that allo"s the $usto&ers to +et i$o&i+ $alls "hile

tra'eli+ i I#ia a# iteratioal roa&i+ to +et i$o&i+ $alls "hile tra'eli+ outsi#e I#ia.

O**ers postpai#- prepai#- roa&i+- 'oi$e s&s a# push &ail ser'i$es. The postpai# ser'i$e

o**ere# )% the &o)ile ser'i$e $o&pa% has se'eral plas to attra$t $usto&ers. These plas

i$lu#e PAISA 4ASOO/ o BP/ &o)ile at re#u$e# $all rates- s&s a# &&s- tal! &ore "ith

BP/ &o)ile- "hi$h is a +roup pla *or the *a&il% a# *rie#s at re#u$e# $all rates- atioal

*a&il% a# *rie#s- "hi$h o**ers >0 per $et #is$out o st# airti&e *or $alls to a% oe &o)ile

u&)er a# i+ht pla.

8#er the prepai# s$he&e- the $o && u i$a t ios s er' i$e $o & pa% o**ers MOTS RCC


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P RO"LEMS F ACED "Y LOOP CUSTOMERS:

"IL LING PRO"LEMS:

I ha'e = &o)ile u&)ers *ro& )pl &o)ile. I ha'e +i'e auto pa% *ro& &% $re#it $ar# so as to

there is o #ela% i )ill pa%&et. This "as "or!i+ *ie till 6o'e&)er 0>. Si$e 5e$e&)er e'er%

ti&e )pl $o&es )a$! sa%i+ that &% )a! #e$lies the pa%&et i ha# $he$! "ith &% )a! the%

are sa%i+ that &% $ar# is i a$ti'e &o#e has lar+e li&it tha )pl &o)iles )ill still )pl

#is$oe$ts &% $oe$tio. This has happee# @> ti&es. I ha'e a $o*ir&atio *ro& &% )a!

that there is o pro)le& i &% $ar#. I ha'e "ritte to )pl at least 10ti&es )ut oe o* their seior

le'el people loo!e# i this I a& su**eri+ e'e &oetar% losses #ue to this 7 *rustratio. It *eels

li!e the% "at to harass %ou. I ha'e 'er% $lea re$or# o* )ill pa%&et 7 ot e'e a late pa%&et

as I ha'e al"a%s !ept &% )ill pa%&et o auto pa%. I ha'e su)&itte# this auto pa% to their Mala#

+aller% )ut I #ot !o" "h% their operatios #ept or $usto&er $are #ept are ot a)le to sol'e

this. M% si$ere re;uest to all e" &o)ile $oe$tio )u%ers to rea# throu+h &% $o&plait.

BY AJAY PATA6KAR

REDUCING "ALANCE !ITHOUT ANY CONF IRMATION:

I "as i ?er&a% *or a)out t"o &oths #uri+ "hi$h )arri+ oe or t"o u&)ers o oe $oul#

rea$h &e #espite a$ti'ati+ iteratioal roa&i+ o &% $ell. This $ause# a lot o* i$o'eie$e

a# I ha# to pa% a##itioal &oe% to &a!e phoe$alls.

But the o Dth 6o'e&)er su##el% &% )ala$e "et o** *ro& Rs. =-@00 to a e+ati'e )ala$e

a*ter se#i+ a# re$ei'i+ oe s&s. I lo++e# a $o&plait o the olie s%ste& *or "hi$h ire$ei'e t"o apparetl% ui;ue $o&plait u&)ers #o$$11119>@ a# #o$$1111=11= "hi$h

itsel* spea!s a lot a)out the $o&plait &aa+e&et s%ste&.


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A*ter returi+ "he I $alle# the a)solutel% useless help #es! a# eplaie# the situatio to

se'eral ee$uti'es o'er a# o'er a+ai- the% *iall% +a'e &e the t"o u&)ers o "hi$h

apparetl% i ha# spo!e. I trie# )oth these u&)ers here lo$all% *ro& &% la# lie oe u&)er

is out o* ser'i$e a# the other is a *a lie. ,irst o* all i $oul# ot re$ei'e a% $alls "hile i "as i

?er&a% a# the these u&)ers that "ere +i'e )% the help #es! are ot e'e *u$tioal

u&)ers.

I a& reall% ao%e# o" a# its +etti+ "orse $ause to#a% I ha'e ha# aother #e)it o* Rs. DD *or

a$ti'ati+ a ia$ti'e iteratioal roa&i+.

BY 5 RA6A5E

"AD SERVICE:

I a& prepai# su)s$ri)er - I ha# +i'e &% #o$u&ets < #a%s )a$! - a*ter that the% se# &e a

&essa+e %our re;uest $oul# ot pro$ee#e# please $all &o)ile assist 0 @@@- a*ter that last i+ht

the% suspe#e# &% )oth prepai# lie - "he i 'isit Mahi& +aller% the% sai# si+ature is ot there

o appli$atio *or& - I si+e# o appli$atio 7 the% pro&ise &e that &% lie "ill )e a$ti'ate#

"ithi a hour )ut still it is suspe#e# so please i re;uest #o ot use BP/ &o)ile. 6o" i ha'e

alrea#% ta!e airtel $ar# 7 i a& ot +oi+ to use )pl a%&ore. Airtel 7 4o#a*oe is )est.

COMME6T BY SGAI/ESG PATI/

P RO"LEMS F ACED "Y VODAF ONE CUSTOMERS:

A%oe eperie$i+ pro)le&s "ith 4o#a*oe to#a%- o s&s a# $aot re$ei'e a% $alls-

$aot +et throu+h to CS.

Chris

6o pro)le&s i #er)%. Coul# )e a lo$al pro)le&.


55/58

F UTU RE OF V OD AF ONE:

VODAFONE SUGGESTS FUTURE ANDROID PHONE:

Vo#a*oe ha'e $o*ir&e# that their $urretl% loo!i+ at #e'elopi+ &ore a#roi# phoes to

$o&ple&et their e" GTC &a+i$ ha#set- a# that so&e *uture a#roi# #e'i$es $oul# appear

"ithout +oo+le.

I a iter'ie" "ith te$hra#ar.$o&- 4o#a*oes Ra$hel illia&s re'eale# that "hilst the GTC

&a+i$ arise )u#le# "ith all the "ell!o" +oo+le ser'i$es *uture a#roi# ha#sets &a% *eature

a )asi$ pa$!a+e allo"i+ et"or!s to ite+rate their o" $liets so*t"are istea#.

illia&s also "et oto $o*ir& that &ore 4o#a*oe a#roi# phoes "ere li!el% i the *uture-

“"e are loo!i+ at other a#roi# #e'i$es )% (oii+ the ope ha#set allia$e it sho"s our

$o&&it&et to ra+i+ other #e'i$es usi+ A#roi#s2F.

VODAF ONE APP LICAT ION STORE COMING SOON:

4o#a*oe o Ma% 1=TG =00D aou$e# plas to ope their o" appli$atio stores *or thir# part%

appli$atio that "ill )e &a#e a'aila)le a$ross a "i#e 'ariet% o* &o)ile plat*or&s

VODAF ONE COMP LETES HUTCH ACQUISITION:

O #a% "he I#ia $o+lo&erate Essar threatee# le+al a$tio a+aist Gut$hEssar #eal

4o#a*oes CEO Aru Sari &et Co&&ui$atios 7 IT Miister 5a%ai#hi Mara 7 )rie*e#

hi& o the $o&pa%s *uture plas *or I#ia.

The British tele$o& &a(or "o the )i# to a$;uire the sta!e o* Gut$hiso Tele$o& i I#ias

*ourth lar+est &o)ile operator Gut$h N Essar.

Essar sour$es sai# the $o&pa% is $osi#eri+ le+al a$tio o'er the #eal o a$$out o* it )ei+

i+ore# i ta!i+ !e% )usiess #e$isios.Essar is $o$ere# o'er 4o#a*oes &o'e to *or+e

ahea# "ith plas li!e et"or!s shari+ "ithout $osulti+ it *irst.


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“This is (ust the )e+ii+ Mara tol# PTI a)out the Gut$h4o#a*oe #eal. I#ias tele$o&

+ro"th stor% is reall% iteresti+. O$e the tele#esit% $rosses =@ per $et- the +ro"th $ur'e "ill

)e$o&e e'e steeper.

Mara hope# that the u&)er o* &o)ile users i I#ia "hi$h is $urretl% 1@0 &illio "oul#

tou$h =@0 &illio )% e# o* =009 7 @00 &illio &ar! i the et < %ears.


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CONCLUSION:

4o#a*oe "ith the help o* its $orre$t &ar!eti+ strate+% 7 ;ualit% pro#u$ts 7 ser'i$es at a

a**or#a)le pri$e is oe o* the "orl#s lea#i+ tele$o& $o&paies "ith the $usto&er )ase o* o'er

=@0 &illio 7 the *uture plas 7 poli$ies o* 4o#a*oe "ill help the $o&pa% to a$hie'e its

tar+et o* a##i+ @00 &illio )% the e# o* =010.


58/58

"I"LI OGRAPHY:

SOURCES OF INFORMATION:

INTERNET & NEWSPAPERS

I INTERNET:

WWW.GOOGLE.COM

WWW.VODAFONE.CO.UK

WWW.BUSINESS-STANDARD.COM

WWW.WIKIPEDIA.COM

II NEWSPAPERS:

BUSINESS STANDARD
http://www.google.com/http://www.vodafone.co.uk/http://www.wikipedia.com/http://www.google.com/http://www.vodafone.co.uk/http://www.wikipedia.com/

vodafone customer satisfaction

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