1. SUMMER TRAINING REPORT
ON
“IDENTIFY AND SUGGEST THE NEED BASED SOLUTION WITH VOICE, ACCESS,
CONTENT AND SOLUTION FOR DIFFERENT DEMOGRAPHY SEGMENTS”
AT
TATA TELESERVICE,
BBSR,ODISHA
PREPARED BY
MR.KISHOR RANJAN JENA
ROLL-NO-31
BATCH 2012-2014
UNDER THE GUIDANCE
MR. MANISH SHARMA PROF. LAXMI NARAYAN DAS
(EXTERNAL GUIDE) (INTERNAL GUIDE)
RAVENSHAW BUSINESS SCHOOL
RAVENSHAW UNIVERSITY, CUTTACK
2. TO WHOM IT MAY CONCERN
This is to certify that Mr. Kishor Ranjan Jena, a student of Ravenshaw
Business School, Cuttack has successfully completed his project work in
TATA TELESERVICE LTD., Bhubaneswar from 8th
April to 30th
May under the
guidance of Mr. Manish Sharma, Prepay Marketing, TATA DOCOMO, and
Bhubaneswar.
MR. MANISH SHARMA
PREPAID MARKETING
TATA TELESERVICE LTD.
BHUBANESWAR
3. CERTIFICATE OF THE GUIDE
PROF. LAXMI NARAYAN DAS
This is to certify that the project report entitled “Identify and Suggest the
need based solution with Voice, Access, Content and Solution for different
demography segments” has been prepared by Mr. Kishor Ranjan Jena under
my supervision and guidance, for the fulfilment of Ravenshaw Business
School, Cuttack .His field work is satisfactory.
DATE: SIGNATURE OF GUIDE
(INTERNAL GUIDE)
4. DECLARATION
I do hereby declare that this project work entitled “Identify and Suggest the
need based solution with Voice, Access, Content and Solution for different
demography segments” submitted by me for the partial fulfilment of the
requirement for the award of Master of Business Administration (MBA) is a
record of my own research work. The report embodies the finding based on
my study and observation and has not been submitted earlier for the award
of any degree or Diploma to any Institute or University. The finding and the
data in the present project work will not be used for any commercial or
reference purposes. Rather the literature presented is for evaluation of
project work only.
DATE: KISHOR RANJAN JENA
31-MBA-2012
5. ACKNOWLEDGEMENT
It is really a great pleasure to have this opportunity to describe the feeling of
gratitude imprisoned in the core of my heart.
I convey my sincere gratitude to Mr. Manish Sharma(Prepaid Marketing) for
giving me the opportunity to prepare my project work in “Identify and
Suggest the need based solution with Voice, Access, Content and Solution
for different demography segments” .
I am thankful for his guidance during my project work and sparing his
valuable time for the same. I express my sincere thanks to all the staff
members of TATA TELESERVICES LTD, Bhubaneswar.
I express my sincere obligation and thanks to my institution guidance
Prof. Laxmi Narayan Das for his valuable advice in guiding me at every stage
in bringing out this report.
KISHOR RANJAN JENA
31-MBA-2012
6. ABSTRACT
The title of the project for my summer internship program 2011-13 is Identify
and Suggest the need based solution with Voice, Access, Content and Solution
for different demography segments” .The project was attempt to know the
customer satisfaction with the existing products and identifying the customer
need towards new product in Bhubaneswar region for Tata Tele Service Ltd.
7. TABLE OF CONTENT
Execute summary
SECTION:1
Introduction
Objective Of The Study
Scope Of The Study
Industry Profile
Company Profile
Research Dimension
SECTION:2
An overview
Industry
Marketing Scenario
Company Analysis
Trend Analysis
SECTION:3
Project Dimension
Importance of Project
Limitation
SECTION:4
Findings
Recommendations
Conclusion
SECTION:5
Bibliography
Annexure
8. EXECUTIVE SUMMARY:
The Project was started on 8th
April after knowing all the relevant information
about the different product varieties available of different telecom operator,
under the guidance of Mr. Manish Sharma(Prepaid Tata TeleService Ltd). My
project involves the study of different products offered by different telecom
companies and how the customer uses that product according to their
preference and identifying their needs of different demographic segments. So
that the companies should focus on that area .For this i used the method of
interviews and questionnaires . For knowing the exact needs of different
customer I have taken the samples of 350 customers in order to factor analysis
and to find out the decision making factor.
9. INTRODUCTION:
NEED OF THE STUDY:
The project was attempt to know the customer satisfaction with the exiting
products and identifying the customer need towards new product in
Bhubaneswar region for Tata Tele Service Ltd. For this purpose a research is to
undertaken for different demographic segments .
With the help of the responses given by the customers and data analysis, the
company will be able to understand its strengths, weakness, opportunities and
threats .The survey report submitted by me will assist the company to take
right decisions to increase their product scheme towards various segments.
OBJECTIVE OF THE STUDY:
1. To study the schemes and services provided by TataDocomo.
2. To study the various traffics charged by Tata Docomo.
3. To study the unique features and services offered by TataDocomo.
4. To perform SWOT analysis of TataDocomo.
5. To know the need on the purchasing behavior of the buyer.
6. To study the customer satisfaction level regarding the services provided
by Tata Docomo.
10. COMPANY PROFILE
TTAATTAA GGRROOUUPP::
he Tata Group comprises of 96 operating companies in seven business
sectors: information systems and communications; engineering;
materials; services; energy; consumer products; and chemicals. The
Group was founded by Jamsetji Tata in the mid 19th century, a period when
India had just set out on the road to gaining independence from British rule.
Consequently, Jamsetji Tata and those who followed him aligned business
opportunities with the objective of nation building. This approach remains
enshrined in the Group's ethos to this day.
The total revenue of Tata companies, taken together, was $70.8 billion (around
Rs325, 334 corer) in 2008-09, with 64.7 per cent of this coming from business
outside India, and they employ around 357,000 people worldwide. The Tata
name has been respected in India for 140 years for its adherence to strong
values and business ethics.
There are 28 publicly listed Tata enterprises and they have a combined market
capitalization of some $60 billion, and a shareholder base of 3.5 million. The
major Tata companies are Tata Steel, Tata Motors, Tata Consultancy Services
(TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels and Tata
Communications. The Tata group has operations in more than 54 countries
across six continents and its companies export products and services to 120
nations.
The Tata family companies share a set of five core values:
The Tata family of companies shares a set of five core values: integrity,
understanding, excellence, unity, and responsibility. These values, which have
been part of the Group's beliefs and convictions from its earliest days, continue
to guide and drive the business decisions of Tata companies. This is a legacy
that has earned the Group the trust of many millions of stakeholders in a
measure few business houses anywhere in the world can match.
T
11. BUSINESS SECTORS OF THE TATA GROUP:
The foundation of what would grow to become the Tata Group was laid in
1868 by Jamsetji Nusserwanji Tata — then a 29-year-old who had learned the
ropes of business while working in his father’s banking firm — when he
established a trading company in Bombay. A visionary entrepreneur, an
avowed nationalist and a committed philanthropist, Jamsetji Tata helped pave
the path to industrialization in India by seeding pioneering businesses in
sectors such as steel, energy, textiles and hospitality. The Tata name evokes
many connotations. For Indians, it is pride in Tata’s illustrious history spanning
three centuries, starting from its nationalistic roots to the creation of a
progressive, 91 company conglomerates that stand for integrity, excellence
and a commitment to serve society. The Tata Group has, over the past decade-
and-a-half, changed more than ever before in its long and illustrious history.
Rejuvenating existing businesses, entering new ones, manufacturing
breakthrough products and expanding into foreign markets are among the
initiatives the Group has undertaken with success and vigour. Anchored in
India and wedded to traditional values and strong ethics, Tata companies are
building multinational businesses that will achieve growth through excellence
and innovation, while balancing the interests of shareholders, employees and
civil society.
12. TATA TELESERVICES LTD:
ata Teleservices Limited spearheads the Tata Group’s presence in the
telecom sector. The Tata Group had revenues of around USD 70.8 billion
in Financial Year 2008-09, and includes over 90 companies, over 363,039
employees worldwide and more than 3.5 million shareholders.
Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x
technology platform in India. It has embarked on a growth path since the
acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices
(Maharashtra)Limited] by the Tata Group in 2002. It launched mobile
operations in January 2005 under the brand name Tata Indicom and today
enjoys a pan-India presence through existing operations in all of India’s 22
telecom Circles. The company is also the market leader in the fixed wireless
telephony market. The company’s network has been rated as the ‘Least
Congested’ in India for five consecutive quarters by the Telecom Regulatory
Authority of India through independent surveys.
Tata Teleservices Limited now also has a presence in the GSM space, through
its joint venture with NTT DOCOMO of Japan, and offers differentiated
products and services under the TATA DOCOMO brand name. TATA DOCOMO
arises out of the Tata Group’s strategic alliance with Japanese telecom major
NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India
license to operate GSM telecom services—and has also been allotted spectrum
in 18 telecom Circles. The company has rolled out GSM services in 17 of India’s
22 telecom Circles in the quick span of less than a year. The company plans to
launch pan-India operations by the end of FY 2010-11.
Tata Teleservices ltd (TTSL) is an India based company. It specializes in
providing telecommunication services. The company provides mobile and wire
line telephone, fixed wire lines phones, public telephone booths and internet
access. TTSL also owns the virgin mobile brand. The company has launched 3G
services in India under the brand name Tata Docomo. TTSL operates as a
subsidiary of conglomerate Tata Group.
T
13. TATA DOCOMO marks a significant milestone in the Indian telecom landscape,
and has already redefined the very face of telecom in India, being the first to
pioneer the per-second tariff option—part of its ‘Pay for What You Use’ pricing
paradigm.
Tata Teleservices operates under five different brands— Tata Indicom (CDMA
services), Tata DOCOMO (GSM services),Virgin Mobile, Tata Walky (which is
the brand for fixed wireless phones), Tata Photon (the company’s brand that
provides a variety of options for wireless mobile broadband access) and T24.
TTSL recently entered into a strategic partnership agreement with Indian retail
giant Future Group to offer mobile telephony services under a new brand
name—T24—on the GSM platform. The exciting new brand was unveiled in
February and it has commenced the GSM operations under the brand name
T24 in Andhra Pradesh and will roll out services in other circles shortly.
Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd,
serves nearly 70 million customers in more than 450,000 towns and villages
across the country, with a bouquet of telephony services encompassing Mobile
Services, Wireless Desktop Phones, Public Booth Telephony and Wireline
Services.
RESEARCH DIMENSION:
Primary Data:
questionnaire
Secondary Data:
Internet , Books
Sample Size:240
14. AN OVERVIEW:
The project was attempt to know the customer satisfaction with the exiting
products and identifying the customer need towards new product in
Bhubaneswar region for Tata Tele Service Ltd. For this purpose a research is to
undertaken for different demographic segments .
With the help of the responses given by the customers and data analysis, the
company will be able to understand its strengths, weakness, opportunities and
threats .The survey report submitted by me will assist the company to take
right decisions to increase their product scheme towards various segments .
INDUSTRY:
As per the Demographics segments is concern based on Voice, Access, Content
& solution the company introduced many product schemes and also many new
schemes are waiting to be lunched. By doing this project we come to know
which products are preferred by the customer s of different segment, and their
actual needs .Based on different products offered by other competitors.
15. MARKETING SCENARIO:
Quarter Ending December 2011(Rs. In crore)
Circle Gross Revenue
Tata Teleservices Ltd. Odisha 63.02
Quarter Ending March 2012(Rs. In crore)
Circle Gross Revenue
Tata Teleservices Ltd. Odisha 65.36
Quarter Ending June 2012(Rs. In crore)
Circle Gross Revenue
Tata Teleservices Ltd. Odisha 63.75
Quarter Ending September 2012(Rs. In crore)
Circle Gross Revenue
Tata Teleservices Ltd. Odisha 65.64
Quarter Ending December 2012(Rs. In crore)
Circle Gross Revenue
Tata Teleservices Ltd. Odisha 71.84
16. COMPANY SWOT ANALYSIS:
STRENGTH:
1.Flexible plans
2.Good advertising
3.High brand visibility
4.Youth appeal, assistance/ JV from NTT Docomo (Japan), VAS
5.Ability to attract customers with various plans.
WEAKNESS:
1.Service centre issues
2.Untapped Rural Market
3.Simlar and monotonous plans schemes.
4.Customer service
OPPORTUNITY:
1.Fast expanding cellular market
2.Latest and low cost technology
3.Untapped rural market
4.Value added services
THREATS:
1.Competitors low price offering.
2. Saturation point in Basic telephony service.
3.Mobile Number Portability.
17. PROJECT DIMENSION: PLANNING AND ORGANISING:
WHAT DID YOU DO THERE?
As per as my project is concern ,I took 2 weeks to understand the topic with
personal guidance of my external guide then I had gone through various
products of Tata Docomo along with a also analyzed and take the various and
innovative product scheme offered by other telecom operator ,based on those
products I prepared a questionnaire of 17 questions in order take 300 samples
for determining the actual needs of different demographic segment around
the Bhubaneswar region based on various product s offered by telecom
operator .
WORKING HOURS :
Every day I spent 5 hours for this project to get final conclusion .
WORK STYLE:
I was taking 20 to 30 samples every day of different segments every day and
put it and analyze on Excel sheet. And also gone through net search for more
products and new schemes availability .
IMPORTANCE OF THE PROJECT:
Doing this project is to know the actual needs of the customer of different
demographic segments based on the products offered by the Tata Docomo.
18. LIMITATION:
1. The study was conducted only in Bhubaneswar region, So the limited
area of the study may affect the conclusions.
2. Some of the respondents could not give their proper response due to lack
of time.
3. It might also be so that some respondents were not motivated enough to
respond properly although full attempt was made to keep it as unbiased as
possible.
4. The duration of project was short, So the scope of more in-depth
evaluation was not possible.
19. ACCESS, CONTENT, SOLUTION:
Access:
Voice , Sms , Data
Content:
Social n/w
Solution:
Individual Response
PRODUCTS & SERVICES
1. Internet services
2. Voice
3. Vas(Value Added Service)
INTERNET SERVICES
1. Dive-In WAP
2. Tata i-channel
3. MMS
4. Google Search
5. VU Clip
20. INTERNET PREPAY PACKS
MRP
(Rs.)
Free Usage Details Validity Days Post Free Data Usage
Charges
249 3GB 90 10p/10kb
199 5GB 39 10p/10kb
126 3GB 30 10p/10kb
95 1GB 30 10p/10kb
77 750MB+100MB 21 10p/10kb
55 500MB 15 10p/10kb
24 300MB+300MB 7 10p/10kb
17 250MB 2 10p/10kb
15 200MB 3 10p/10kb
5 50MB Till midnight on day of
recharge
10p/10kb
VOICE:
Prepay Plans:
Plan Rs 20 = Rs 20 1 time payment (INC) 1YearValidity
Prepay Packs:
Plan voucher
Top up
Voucher Special Tariff Vouchers
Combo
Vouchers
30. Row Labels Count of TIME OF CALL MOST
AFTERNOON 11
AFTERNOON&NIGHT 10
EVNG&NIGHT 3
MORNING 10
MRN&EVN 6
Grand Total 40
Count of MAXIMUM INCOM/OUTGO Column Labels
Row Labels BOTH INCOM & OUTGO I L&S I LOC O L&S O LOC Grand Total
15-30 MIN 3 3 3 5 14
30-45 MIN 8 1 1 4 5 19
LessThan 15MIN 1 1
MORE THAN 1 HR 2 4 6
Grand Total 11 2 6 7 14 40
Count of MAX INCOM FROM Column Labels
Row Labels 10-15 NO.S 3NO.S 4NO.S 5 NO.S 5-10 NO.S MORE THAN 15NO.S Grand Total
15-30 MIN 1 1 6 5 1 14
30-45 MIN 1 1 2 2 7 6 19
LessThan 15MIN 1 1
MORE THAN 1 HR 3 1 2 6
Grand Total 1 2 7 9 14 7 40
Count of MAXOUTGOING TO Column Labels
Row Labels 10-15 NO.S 2NO.S 5 NO.S 5-10 NO.S Grand Total
15-30 MIN 2 7 5 14
30-45 MIN 2 7 10 19
LessThan 15MIN 1 1
MORE THAN 1 HR 3 3 6
Grand Total 2 2 17 19 40
CALL DETAILS
0
1
2
3
4
5
6
7
8
NETBANKING MISSEDCALL ALERT STOCKALERT PAY BILL TRAVEL AGENCIES HEALTH
NO.OFUSER
VAS SERVICE INTERST
47. RowLabels Count of TIME OF CALL MOST
AFTERNOON 4
AFTERNOON&NIGHT 4
EVENING 2
EVNG&NIGHT 3
MORNING 10
MRN&EVN 7
GrandTotal 30
Count of MAXIMUM
INCOM/OUTGO ColumnLabels
RowLabels
BOTH INCOM&
OUTGO I L&S I LOC O L&S O LOC
Grand
Total
15-30 MIN 3 8 1 4 16
30-45 MIN 2 2 1 5
LessThan15MIN 3 1 3 1 8
MORE THAN 1 HR 1 1
GrandTotal 8 1 11 3 7 30
Count of MAXINCOMFROM ColumnLabels
RowLabels 2NO.S 3NO.S 5 NO.S GrandTotal
15-30 MIN 2 9 5 16
30-45 MIN 2 3 5
LessThan 15MIN 1 3 4 8
MORE THAN 1 HR 1 1
GrandTotal 5 15 10 30
Count of MAXOUTGOING TO ColumnLabels
RowLabels 2NO.S 3NO.S 5 NO.S GrandTotal
15-30 MIN 2 7 7 16
30-45 MIN 3 2 5
LessThan 15MIN 1 4 3 8
MORE THAN 1 HR 1 1
GrandTotal 6 14 10 30
CALL DURATION
0
0.5
1
1.5
2
2.5
NETBANKING MISSEDCALL ALERT PAY BILL DOCTOR SERVICE HEALTH
NO.OFUSER
VAS SERVICE INTEREST
52. CONCLUSION:
As Tata Docomo is one of the largest telecom company of India, and making
this survey towards customer, We come to conclusion that, the product
offered by Tata Docomo is satisfactory for the customers and able to know the
actual needs of the customer that’s why Tata Docomo could able to making
more no. of customers in its circle and get maximum revenue.
53. RECOMMENDATION:
The recommendation for the company for making new products and attract
new customers .
1. As per as my survey analysis ,the prepaid product offered by Tata
Docomo for their exiting and new customers is quite satisfactory but
they have to focus more on it.
2. Mostly users are quite dissatisfied with the N/W of Tata Docomo .They
have to focus on their n/w strength, which help the customers easy to
talk.
3. As Tata Docomo is more conscious about youth and students ,They have
to focus on other segments and rural areas with new innovative
products.
4. Tata Docomo have to develop some types different products of different
variety rather making same types of products.
5. Still now the ttt not lunched 3 G n/w in Odisha circle, that’s why many of
the customers are not getting interest, They have to focus on it.
6. The 2G internet pack provided by Tata Docomo is limited scheme, But
as survey is concern many customers are looking forward unlimited
internet browsing scheme with low value pack scheme as other operator
provides.
7. There is no night calling pack for Tata to Tata . They have to focus on it.
8. As Tata Docomo has lunched Smart bus tracker, Smart home
Surveillance , Smart car security in other cities. Many customers are also
looking forward this facility in Odisha. So it should be taken in
consideration.
55. ANNEXURE:
1
NAME: OCCUPATION:
AGE: ANNUAL INCOME:
GENDER:
2 SATISFY WITH MOBILE USES?
YES NO
3 NO. OF SIM USES(PUT (√) MARK)
SIM1 SIM2 SIM3
SIM4
4 (SPECIFY YOUR OPERATOR YOU ARE USING AND PURPOSE)
(AIRCEL,AIRTEL,VODAFONE,IDEA,TATADOCOMO,RELIANCE)
SIM1 : SIM2 :
SIM3 : SIM4 :
PURPOSE: SIM1 SIM2 SIM3 SIM4
PERSONAL:
FRIENDSCALLING:
BUSINESS:
OFFICE:
FAMILY:
DATAUSES:
PERS.&FRIENDS
CALL:
PERS.&OFFICE&FAMILY:
PERS.,FAM,BUSIN.,FRND
PASSENGER
SERVICE:
5 MONTHLY USES:-
DATA(Rs) LOCAL CALL(Rs) STD(RS) ISD(Rs) SMS(Rs)
6 SMS TYPE?(PUT (√) MARK)
PERSONAL: OFFICE: PERS.&OFFICE&FAMILY:
FRIENDS: FAMILY: PERS.,FAM,BUSIN.,FRND:
BUSINESS: PERS.&FRIENDS: PASSENGER SERVICE:
56. 7 RESPONDS TOWARDS ALL PROMOTIONAL MOBILE ALERTS?(PUT (√) MARK)
STRONGLY AGREE DISSATISFIED
AGREE STRONGLY DISSATISFIED
NOTDISAGREE
8 RESPOND TOWARDS NETWORK YOU ARE USING?(PUT (√) MARK)
STRONGLY AGREE DISSATISFIED
AGREE STRONGLY DISSATISFIED
NOTDISAGREE
9 DO YOU WANT VOICE PACK FOR:- (YES/NO)
UNIVERSITY COMPANY ASSOCIATION OFFICE
10 SATISFIED WITH SOCIAL N/W FACILITY YOU ARE USING?
YES NO
11 TIME OF CALL MOST.(PUT (√) MARK)
MORNING EVENING
AFTERNOON NIGHT
12 CALL DURATION.(PUT(√)MARK)
15MIN 30-45MIN
15-30MIN > 1 HOUR
13 MAXIMUM INCOMING/OUTGOING(PUT(√)MARK)
INC.LOCAL OUT.STD INC STD&ISD
INC.STD OUT.ISD OUT LOC&STD
INC.ISD INC,LOC&STD OUT LOC&ISD
OUT.LOCAL INC.LOC&ISD OUT STD&ISD
14 MAX INCOM FROM(PUT (√) MARK)
1NUM 4NUMS 5-10NUMS
2NUMS 5NUMS 10-15NUMS
3NUMS >15NUMS
57. 16 MAXOUTGOING TO(PUT (√) MARK)
1NUM 4NUMS 5-10NUMS
2NUMS 5NUMS 10-15NUMS
3NUMS >15NUMS
17 WHAT FOR YOU SERVICE:-(PUT (√) MARK)
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Chatting & Dating Wallpapers
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solution
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