SUMMER TRAINING PROJECT REPORT ON

Reliance Postpaid Data card Churn Management

Submitted in partial fulfilment of the requirements for Award of Master of Business Administration
Submitted to: Ashish Singh Submitted by: Amit Singh MBA Roll No. 3265810013

VEER BAHADUR SINGH PURVANCHAL UNIVERSITY, JAUNPUR (U.P.)

CANDIDATE DECLARATION
2

Myself, Amit Singh the student of MBA 3 SEMESTER., VBS purvanchal University, Jaunpur. Hereby declare that the project report in Reliance Postpaid Data card Churn Management is my original work and has not been published previously in any Trade Magazine or Trade Journals and has not been submitted by any other person to Reliance communication. I have also declare that I have done my work sincerely and accurately even them if any mistake or error has kept in, I shall most humbly the readers to point our errors in omissions and guide me for the removal of those errors in future.

Amit Singh

ACKNOWLEDGEMENT

I owe to express my thanks to the management of RELIANCE COMMUNICATION LTD. IN VARANASI for their kind to providing me an opportunity for summer training in their esteemed Organization. I am immensely thankful to Cluster Head Mr. Ajay Singh Chauhan. Reliance Comm. Ltd Mahmoorganj Varanasi, for providing me able opportunity to bring up my talent. I am highly thankful to him for his constant guidance and inspiration. I also feel highly obliged to Mr. MANISH SHRIVASTVA (CSD head) who assigned me the project RELIANCE POSTPAID DATA CARD CHURN MANAGEMENT and gave me the detailed information about the project needed and guided me at each step. I also express deep sense of gratitude and hearted thanks to my mentor Mr. Balwant Singh. (Retention Head) for providing me every possible guidance and suggestions to complete this summer training report. I am also very much thankful to Mr. Ashish Singh for their valuable guidance and encouragement. I would also like to thank my friends who were there with me when I needed their support and cooperation at each and every step of this summer training report. I would like to thanks to all the member of marketing department for their co-operation whatever I needed in my project work otherwise I might not have been successful to do my job. Along with my deep gratitudes to my whos ever fresh face always inspire me I would like to close my views. Amit Singh MBA (Marketing) 3rd SEM.

PREFACE

It is a great honor for me to be assigned this topic. First of all I would like to bow before all the mighty presence of God without whose mercy this summer training report would have not been possible. With the advancement of science and technology in the modern world of business organization have subjected to changes in different ways with respect to produce and made available. As the era of communication is improving there are the different companies are involving to provide it. Today the better way of communication is telephone or mobile phones. In this the several companies are providing better services through the mobile phones by using GSM &CDMA technologies. Communication is the process of passing information and ideas from one person to another person. If one person is unable to follow the message of another, it cant be called communication. So in communication, process of communication should by very effective communication is basic need for any civilization society or organization cannot develop without effective communication and affective communication is directly proportionate to development of society. Now days the process of communication has become very wide and easy with the latest scientific developments. Since a long period of time, telephone has proved its and reliving message. Telephone is so important that it has become a necessity of life. But everything has their limitations; old phone had some limitation as they were fixed at one place this thing deceased efficiency of communication up to some extent because no person can be available on phone came into the market. They revolutionized the Communication industry and broke almost all barriers of verbal communication

Table of contents
INTRODUCTION 5

o Chairmans Profile COMPANY PROFILE o Executive summary o Organizational Structure o Product and Markets o Competitors o Strategies o Various product line o Financials of the company o SWOT o Net Connect Tariff plans o Reliance Milestone REPORT o REPORT o 1 MARKETING, SALES & PRAMOTIONAL ACTIVITIES OF RELIANCE COMUNICATION 2 RELIANCE POST PAID DATA CARD CHURN MGMT 112 99 7

96

OBJECTIVES

RESEARCH METHODOLOGY 113 o Type of Research: - Descriptive. o Type of Data collected: - Primary Data. o Primary Data collection method: Survey method. o Primary Data collection technique: Questionnaire. o Universe of the study: Churn Consumers of Reliance at Varanasi city. o Sample unit: - Churn Consumers o Sample size: - 50 DATA ANALYSIS & INTERPRITATION FINDINGS AND CONCLUSIONS SUGGESTIONS AND RECOMMENDETIONS LIMITATIONS BENEFITS BIBLIOGRAPHY ANNEXURE 118 143 144 145 146 147 148

CHAIRMANS PROFILE

Anil Dhirubhai Ambani

Regarded as one of the foremost corporate leaders of contemporary India,Shri Anil D Ambani, 48, is the chairman of all listed companies of the Reliance ADA Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved in every aspect of the companys management over the next 22 years. He is credited with having pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997.

He is a member of: Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements: Conferred the CEO of the Year 2004 in the Platts Global Energy Awards Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004 Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001 Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999.

EXECUTIVE SUMMERY

ABOUT THE RELIANCE GROUP The reliance group founded by dhirubhai H. ambani (1932-2002) is Indias largest business house with total revenue of over Rs.99,000 crore (US$22.6 billion) . cash profit of Rs 12500 crore (US$2.8 billion). Net profit of Rs 6200 crore(US$ 1.4 billion) and exports of Rs 15,900 crore (US$3.6 billion). The groups activities span exploration and production (E&P) of oil and gas . Refining and marketing . petrochemicals (polyster,polymers,and intermediates),textiles , financial services and insurance , power .telecom and info COM initiatives. The anil dhirubhai ambani enterprises group ,comprising of reliance info COM ,reliance energy, and reliance capital are part of the reliance group founded by shri dhirubhai H.ambani.(1932-2002)

Quick Financial Synopsis: BRIEF: For the fiscal year ended 31 March 2009, Reliance Communications Ltd.'s revenues increased 18% to RS222.35B. Net income increased 9% to RS59.08B. Revenues reflect increased income from Wireless, Global, Broadband, Investments and Other business segments. Net income was partially offset by increased employee cost, higher depreciation & amortization expense, a rise in other expenditure and increased financial charges.

RELIANCE GROUP OF INDUSTRIES

Looking back, looking forward

Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Infrastructure Limited). Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and communications company, with over 85 million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, data and video) digital network, to offer services spanning the entire infocomm value chain. Other major group companies Reliance Capital and Reliance Infrastructure are widely acknowledged as the market leaders in their respective areas of operation.

Reliance Energy Ltd.

Reliance Mutual Fund

Harmony

Reliance Communications

Reliance Life Insurance

Reliance Anil Dhirubhai Ambani Group

Reliance General Insurance

Reliance Portfolio Management Service

Reliance Big Entertainment

INTRODUCTION

About company Reliance Infocomm is the outcome of late Dhirubhai Ambanis dream of bringing about a digital revolution in India that will bring to every Indians doorstep an affordable means of information and communication. "Make the tools of infocomm available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility", was how Dhirubhai, as he was fondly called, spelt out Reliance Infocomms mission in late 1999. He firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. It was with this belief that Reliance Infocomm began laying its 60,000 route kilometers of panIndia fiber optic backbone in 1999. The backbone was commissioned on December 28, 2002, Dhirubhais 70th birth anniversary, first since his sad demise on July 6, 2002. Reliance Infocomms network is a high-capacity, integrated (wireless and wire line), and convergent (voice, data and video) digital network. The network is designed to offer services that span the entire Infocomm value chain - infrastructure, services, both for enterprises and individuals, applications, and consulting. The network is designed to deliver services and applications that will change the way we Indians live. It will harbinger a New India Reliance group of companies was founded by late shri. Dhirubhai Ambani. He was driven by a vision of building a world-class enterprise in India, based on Indian opportunity, strength of the Indian middleclass and power of the Indian youth. Commencing its journey in 1966 from a textile mill at naroda it has grown into a world-class organization with presence in multiple industrial sectors and businesses.

Lets have a look at the overall family, which we are now part of. Reliance comm is an Indian telecommunications company, and is the brainchild of Mukesh Ambani, CMD, Reliance Industries. It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group, comprising the power Reliance Energy, financial services Reliance Capital, telecom and infocomm initiatives of the Reliance Group. Reliance comm is currently managed by Anil Dhirubhai Ambani. Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India's vast population. CORPORATE PROFILE The right environment for success with over a quarter-century of experience, the Reliance group understands what it means to run a business effectively. At Reliance, we not only place a strong emphasis on research and development but we actively search for new opportunities around the world to broaden and grow our business hand-in-hand with our customers. Our success as a global business player translates to opportunities for our employees, stockholders and customers alike. Teamwork, trust, respects! They utilize a non-biased, rational system of management and profit distribution. This system has the effect of encouraging reinvestment from stockholders and loyalty in employees. Within a harmonious environment, reliance employees possess the positive energy and motivation to get the job done right the first time. Their quality workmanship is a reflection on the superior products and services we bring to the table for our customers. Collectively, these operations provide the resources and strategic eirection for six divisions focused on reliances major streams of business: Project development division Hardware Wood ware

Furniture & furnishings

INDUSTRY PROFILE OverviewReliance Communications is Indias largest information and communications service provider with over 30 million subscribers. The company is the realization of our founders dream of bringing about a digital revolution that will provide every Indian with affordable means of communication and a ready access to information. The flagship company of the Reliance ADA Group, Reliance Communications began operations in 1999 and has over 30 million subscribers today. It offers a complete range of integrated telecom services. These include mobile and fixed line telephony, broadband, national and international long distance services, data services and a wide range of value added services and applications aimed at enhancing the productivity of enterprises and individuals. The company serves consumers and enterprises with a digital network supporting voice, data, and video. Its fixed and wireless communications services include domestic and international voice, Internet access, messaging, and videoconferencing. It also provides wholesale capacity, infrastructure, and managed enterprise services through its Reliance Globalcom division. Reliance Communications is part of the Reliance - Anil Dhirubhai Ambani Group. Reliance Communications Limited is an integrated communications service provider. It has established a pan-India, next-generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of supporting services spanning the communications value chain, covering over 20,000 towns and 450,000 villages. The Company owns and operates a next-generation Internet protocol-enabled connectivity infrastructure, comprising over 175,000 kilometers of fiber optic cable systems in India, United States, Europe, Middle East and the Asia Pacific region. The Company has a customer base of 48 million as on April 30th, 2008, including over 1.5 million individual overseas retail customers. Its corporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. The Company is the flagship company of the Reliance Anil Dhirubhai Ambani Group. In April 2008, it acquired a 90% interest in eWave World Ltd.

ORGANIZATION STRUCTURE
In reliance communication, the authority & responsibility is with the departments so the departmentation is of de-centralization. Departments are: Postpaid department Prepaid department Collection department Customer department Technical department Broadband department PCO department Corporate department Marketing department Hr department

 Retention department

FUNCTION STUDY The whole organization is divided into 9 departments. The functionality of each department differs from others .their functionality is given below:-

POSTPAID DEPARTMENT:This department deals in all the postpaid sales. This department monitors all the channels (WW, WWE, and POS). the department tracks all the activities related to postpaid sales like sale of the day , surprise checks of territory management directory(TMD) to know the no. of walks-ins &sales matured , appointed new channels, implementing new schemes related to postpaid, tracking the market etc.

COLLECTION DEPARTMENT:This department concerns with the banking activities. The department will dispatch the bill to the respective WWE. The department will do reconciliation by checking the receipt by the database. The department also monitors the channels banking activities i.e. proper collection of payment proper deposit of days end collection . There is few responsibility of billing & collection department which are as follow To keep the daily inventory report of SKUs. To keep a record of SKUs wise monthly sales. To keep all the record of billing related as: dispatching of bill on time, etc.

 To solve the billing related problem of customer

CUSTOMER CARE DEPARTMENT:This department concern concerns with all the quires regarding the customer problem .this department is also have some responsibility like collection department and the responsibility are as given below , To manufacture a process file at WWE. To capture all necessary information into the clarify related to customer compliant, requirement or enquiry. To provide& communicate appropriate solution of the customers problem immediately. To maintain all the record on the basis. To give welcome call to a new customer. To check the status of the customer satisfaction level. To provide the information of VAS (value added services) &handsets features to customer. To manufacture a written compliant /requirement/enquiry file at WWE.

MARKETING DEPARTMENT:
This department deals the marketing activities of the company. Various activities are conducted by marketing department such as: 1) outdoors :-for product visibility 2) banner campaign:- communicating key product 3) print advertisement:-product value information

4) press releases:- brand promotion 5) retail signage:- product visibility 6) Events/sponsorships:- consumer awareness& product positioning.

a) Road shows: - these shows are basically done in order to promote the products. they are also attract the crowd .road show are of two type:-van show & center shows. b) Canopy activities:-canopy activities are also one of the preferred activities. Its for interact with the customer directly. The result of canopy I satisfactory. This kind of activity gives the benefit to customer to know all the things related product and services.

HR DEPARTMENT:This department has tits certain mission which is facilitate, coach and enable best in class and leading edge hr practice across the extended enterprises of reliance info comm and there by nature a customer centric. Positive energy organization which will maximize stake- holder satisfaction. Responsibilities of HR: To make friendly environment for customers. To give first priority to customers. To know the customers compliant/requirement To collect the complete and current knowledge of scheme To satisfy the customers. 2

 To complete necessary paperwork &document from customers. To call the customers after 7days of sale of product to know the status

This

RETENTION DEPARTMENT :department is a specific department in communication sector. The

work of this department is to retain the costumer of Reliance who are move to other company from reliance by giving various offer like discount in bill, some offer are made for only retain costumer. Some specific offer are given below Plan migration Thank you cards Free sms Billing discount Increase in credit limit

PRODUCTS OF RELIANCE COMMUNICATION

PRODUCT & SERVICES

RELIANCE COMMUNICATION: RELIANCE COMM PRODUCTS

Reliance COM is offering subscribers state-of-the-art, sleek,lightweight,and feature rich java enabled handsets. the CDMA handset ,those from LG, Samsung and nokia ,which are capable of porting J2ME application ,are being recommended by reliance. Reliance info COM service offer a host of advance R-WORD application .from stock tips and news updates to video clips and game, a whole world of information and entertainment For effective management of the call of subscribers reliance info COM is providing some key feature such as waiting call, hold call divert, caller line identification presentation (CLIP) and caller line identification restriction(CLIR) Reliance Product: In Reliance communication there are some products which are given below they sell it and also provide services to that costumer who purchase the product of Reliance. RIM ( Reliance India Mobile ) FWP ( Fixed Wireless Phone ) Data Card ( Net Connection)

These three products are sell in market in post paid & also in pre paid form.

RELIANCE COMMUNICATION: SERVICES

Basic voice service, And Value added service

BASIC VOICE SERVICE

Consist of voice telephone service offered on code division multiple Access technology (CDMA) Make and receive calls from anywhere within subscribed city/town or the Short distance charging area (SDCA). Entry cost for customer will be handset plus one time subscription fee. Monthly cost to customer will be monthly rental plus call charges. Incoming calls are free. GSM

RELIANCE OFFERS YOU A HOST OF VALUE-ADDED SERVICES

Voice mail service:

24 hour personal call answering service Call waiting: Allows you to receive an incoming call while already engaged in one call

Call hold: Allows you to put a current call on hold and make a second call

Calls divert: Allows you to divert calls within your SDCA 3-way call conferencing: Allows a conference between 3 persons from your mobile handset CLIP (Caller Line Identification Presentation) Enables you to view the number of the calling person when you receive a call CLIR (Call Line Identification Restriction) Enables you to block presentation of your own number on a called person's phone International SMS: enables subscribers to send, receive, reply and forward simple text messages to friends, relatives and business associates across the world

International SMS Enables subscribers to send, receive, reply and forward simple text messages to friends, relatives and business associates across the world. CAREERS IN RELIANCE COMPANY Our mission of changing lives across India implies a nationwide presence and our dream of helping people create, transfer and apply knowledge challenged us to bring together contemporary communication technology from across the world. Our operations are spread across 673 cities and span a host of services. To deliver our Vision, we are organized around the business of wireless, wire line, wholesale, the web world and village telephony. Our network organization manages a state--of-the-art-network to deliver all our products and services. Different work centers like Engineering, Internet data centers, Billing and Collection centers, Systems and Application centers in ERP, CRM, OSS billing, revenue assurance and functions like Commercial, Finance, HR and IT support our Businesses. We manage this integrated diversity by operational sing our values and leading with Trust. We believe what differentiates us and fuels our growth is leadership. We believe the following attributes define future Leadership in Reliance.

Customer centricity Initiative and an attitude of ownership Passion for excellence and ability to energies Problem solving and an innovative "can do" mindset Entrepreneurship and stretch

Today Reliance comm offers challenging assignments and career opportunities to Engineers, MBAs, Telecom Network and IT specialists, Profit Center Heads as also young professionals. THE FACILITIES OF INTERNET An uninterrupted, anytime, anywhere WIRELESS Internet Connectivity which supports high Speed Data Transfer (up to 144 Kbps). Reliance's cutting edge CDMA 1 x network offers you high speed internet access, at speeds up to 144kbps without tying you down to a landline. Reliance Wireless products like Reliance India Mobile, FWP, Data Card can be used as wireless modems to connect to Internet from PCs, Laptop and other handheld devices . Features

Uninterrupted High Speed Wireless Internet Connectivity even to the remotest location in the country Better Surfing Speed with download speed up to 144 KBPS A one-time installation of the dial-up software enables the user to access the Internet anywhere on the Reliance network, without the need to change dial-up configurations. Enables a user to begin surfing from any location be it the bedroom, drawing room, office or even while on the move from a ca

Benefits The Network today covers

o o

4500+ towns and cities and 3,00,000 + villages Most highways and railway tracks

Converts India Virtually into a HOT SPOT

Tariff is inclusive of all charges i.e. both ISP + Telecom. No Need for an external modem

No need for an ISP account No need for a separate land line connection.

MARKET SHARE

MARKET SHARE OF TELECOM COMPANIES IN INDIA

Operators name percentages Reliance Vodafone Airtel Idea BSNL TOTAL

Total market share 296957 297888 193014 53500 317718 1639177

Total market share in 22.6% 22.7% 14.7% 4.1% 24.2% 88.3% * Tata Indicom- INA

MARKET SHARE OF TELECOM COMPANIES IN INDIA

BSNL 26% Reliance 26%

Idea 5% Airtel 17%

Reliance Vodafone Airtel Idea

Vodafone 26%
BSNL

COMPETITORS

TATA TELESERVICES LIMITED

Tata Teleservices Limited (TTSL) is a part of the Tata Group of companies, an Indian conglomerate. It operates under the brand name Tata Indicom in various telecom circles of India. In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an enterprise value of Rs 50,269 crore ($10.38 billion). In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in association with the Virgin Group on a Franchisee model basis. Type Founded Headquarters Key people Industry Products Public (BSE: TTML) 2000 Navi Mumbai, India Mr. Ratan N. Tata(Chairman)Anil Kumar Sardana(MD) Telecommunications WirelessTelephone InternetTelevision

Employees Parent Website

3,50,000 Tata Group www.TataIndicom.com

Company background Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Groups presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, Tata Teleservices has created a Pan India presence spread across 20 circles that includes Andhra Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. Having pioneered the CDMA 3G1x technology platform in India, Tata Teleservices has established 3G ready telecom infrastructure. It partnered with Motorola, Ericsson, Lucent and ECI Telecom for the deployment of its telecom network. The company is the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million. Tata Teleservices bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wireline services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem, data cards, calling card services and enterprise services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. Senior Management The Board of Directors for TTSL includes Tata Sons Chairman Ratan Tata, while the company is currently headed by its Managing Director, Mr. Anil Kumar Sardana. Market Data Tata Indicom in April 2009, crossed the 35 million subscribers mark in the wireless category with an overall subscriber base of over 36 million.

Tata Teleservices is no. 2 slot in terms of Market Share in Delhi NCR region with a subscriber base of 3 million. Network Tata Teleservices operates primarily on the CDMA network. Tata Indicoms enterprise solutions work on the CDMA 3G-1X technology. The total tower strength of Tata Indicom is currently at 18,000 towers nationwide. Business Areas Tata Teleservices offers multiple tariff plans in both the Post-paid and Pre-Paid category. It also offers Mobile Value Added Services to subscribers.

VODAFONE

Vodafone Group Plc operates as a mobile telecommunications company with operations in Europe, the Middle East, Africa, the Asia Pacific, and the United States. It offers mobile voice communications; text, picture, and video messaging on mobile devices; email, mobile connectivity, and Internet on customers mobile; fixed line broadband services, such as digital subscriber line broadband; mobile advertising and business managed services; handsets; and Vodafone Mobile Connect data cards that provide access to the Internet and business customers systems, such as email, corporate applications, and company intranets. The companys services include Vodafone Passport, a roaming tariff that enables customers to make calls using their domestic tariffs and receive calls at no charge for a one-off connection fee per call; Vodafone live!, an on-handset communications and multimedia portal that provides access to services, such as games, ring tones, news, sports, and information; Vodafone email, which includes Vodafone Business Email, Windows Mobile Email, and Blackberry that offer wireless access to their enterprise and Internet based email; and fixed location based services, such as Vodafone At Home for households, and Vodafone Office for business customers. It sells its products and services to consumer and business customers directly through Vodafone stores and country specific Vodafone Websites, as well as through third party service providers, independent dealers, distributors, and retailers. As of March 31, 2008, the company had 260 million proportionate customers. The company, formerly known as Vodafone AirTouch Plc, was founded in 1982 and is headquartered in Newbury, the United Kingdom. 2

Financial Highlights Fiscal Year End: Revenue (2008): Revenue Growth (1 yr): Employees (2008): Employee Growth (1 yr): Key People Chairman: Sir John R. H. Bond CEO: Vittorio A. Colao CFO and Director: Andrew N. (Andy) Halford

March 70782.20 M 41.80% 72,000 9.10%

MISSION AND VISION

MISSION Wherever you go, our network follows.

VISION To be the no.1 in customer satisfaction and to bring 3g technology.

BHARTI AIRTEL

Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 66,689,943 customers as on April 30, 2008, consisting of 64,370,434 GSM mobile and 2,319,509 Bharti Telemedia subscribers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, telemedia services (ATS) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the ATS business group provides broadband & telephone services in 94 cities. The enterprise services group has two sub-units - carriers (long distance services) and services to corporates. All these services are provided under the Airtel brand. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis. Financial Highlights Fiscal Year End: Revenue (2008): Revenue Growth (1 yr): Employees (2008):

March 6764.40 M 58.70% 30,000 2

Employee Growth (1 yr):

0.00%

Key People Chairman and Managing Director: Sunil Bharti Mittal President and CEO: Manoj Kohli Joint Managing Director: Rajan Bharti Mittal

MISSION AND VISION

MISSION By 2010 Airtel will be the most admired brand in India:

Loved by more customers Targeted by top talent Benchmarked by more businesses

VISION To be the most admirer company in India and to be the no.1 consumer telecom industry

BHARAT SANCHAR NIGAM LIMITED

BSNL was born on October 1, 2000 when Department of Telecom converted its operations into a corporate body, christened BHARAT SANCHAR NIGAM LIMITED. Armed with the latest technology, BSNL provides the entire spectrum of voice & data telecom services including VPN, Broadband etc. BSNL is the largest telecom service provider in INDIA. 1. 2. 3. 4. 5. With about 33 million Landline Customers. More than 3.2 Million internet Customers. Indias No. 1 Broadband service provider with over 1 million Customers. Every 4th mobile user in India is a BSNL Customer. To expand the Customer base from 57 million to 125 million.

Bharat Sanchar Nigam Limited (BSNL) keeps most of India talking. The company provides local-exchange access and domestic long-distance services through a network of more than 47 million access lines covering most of India. (It does not provide service in Delhi and Mumbai.) Serving business and consumer customers, it also offers GSM and CDMA-based wireless communications, satellite service, telegraph, data and Internet services, and managed network

services. BSNL is one of two state-controlled telcos in India, along with Mahanagar Telephone Nigam Limited (MTNL), which serves Delhi and Mumbai.
Key People

Director Finance and Board Member: S.D. Saxena Chaiman and Managing Director: Kuldeep Goyal Director Operations: Rajesh Wadhwa

IDEA

IDEA Cellular is a leading GSM mobile service operator with pan India licenses. With a customer base of over 40 million in 15 service areas, operations are soon expected to start in Orissa and Tamil Nadu-the first steps in providing pan India services covering over 90% of India's telephony potential. A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering the most customer friendly and competitive Pre Paid offerings, for the first time in India in an increasingly segmented market . Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for many firsts, Idea was the first to launch GPRS and EDGE in the country. Idea has received international recognition for its path-breaking innovations when it won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years. IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational corporation. The group operates in 25 countries, and is anchored by over 1,25,000 employees belonging to 25 nationalities. The Group has been adjudged 'The Best Employer in India and among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007.

Industry Type Status Company Size 2008 Revenue Founded Website

Telecommunications Public Company Operating Subsidiary 5,500 employees 43,664 mil [INR] (47%) 1995 http://www.ideacellular.c...

AIRCEL

The Aircel Group is a joint venture between Maxis Communications Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India, with Maxis Communications holding a majority stake of 74%. Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. In December 2003, it launched commercially in Chennai and quickly established itself as a market leader a position it has held since. Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations. During this period, the company gained a foothold in 9 circles including Chennai, Tamil Nadu, Assam, North East, Orissa, Bihar, Jammu & Kashmir, Himachal Pradesh and West Bengal. The Company has currently gained a momentum in the space of telecom in India post the allocation of additional spectrum by the Department of Telecom, Govt. of India for 13 new circles across India. These include Delhi (Metro), Mumbai (Metro), Andhra Pradesh, Gujarat, Haryana, Karnataka, Kerala, Madhya Pradesh, Maharashtra & Goa, Rajasthan, Punjab, UP (West) and UP (East). Aircel has won many awards and recognitions. Voice and Data gave Aircel the highest rating for overall customer satisfaction and network quality in 2006. Aircel emerged as the top midsize utility company in Businessworlds List of Best Mid-Size Companies in 2007. Additionally, Tele.net recognised Aircel as the best regional operator in 2008. With over 15 million customers in the country, Aircel, the fastest growing telecom company in India, has revved up plans to become a full-fledged national operator. Headquarters Industry Madras Area, India Telecommunications

Type Company Size 2008 Revenue Founded Website

Privately Held 5,000 employees $100 1999 http://www.aircel.co.in/

STRATEGIES

BUSINESS PROCESS
Reliance communication has various distribution channels through which they sell their phones, internet connections. They have appointed retailers, direct agents (ad), and point of sales (pos) And they have their retail outlets which are WEB WORD (www) & web world express (wwe) The entire process is given as under: Firstly the customer visited these interfaces and fills the customer application From (CAF) ALONG WITH ADDRES PROOF & IDENTITY PROOF AND THEN caf eatery is made there. The WWE fleet on sale (FOS) will verify the address mentioned and the credit limit .the details of CAF will be entered CLARIFY software and then the connection will be activated by dialing *228.

The CAF entered the OTC(OVER THE COUNTER) The CAF is verified & dispatched to DAKC(Mumbai) The message is sent to customer in their mobile.

VISION

"We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".

MISSION

Late Dhirubhai Ambani built Reliance from scratch and in 25 years got it a place among the worlds top Fortune 500 corporations. The fact that he took barely a quarter of century to do that is what makes this achievement special. Though rooted in traditional Indian values, Dhirubhai was a quintessential modern man a man of the w Millennium. This was reflected in his passion for mega-sized projects, state-of-the-art technology, and high productivity. His corporate philosophy was short: "Think big. Think differently. Think fast. Think ahead. Aim for the best". At Reliance, he inspired all to better the best in the world. Dhirubhai was clear that education alone can empower people. A great communicator himself, he communicated to inspire, guide, educate, and, motivate. Dhirubhai knew the power of information and communications and how it can be harnessed to achieve these goals and to make time and distance irrelevant. Dhirubhai would often say that if a telephone call could be made cheaper than the post card in India, it will transform every home, empower every Indian, remove ever road block to opportunity and growth, and demolish every barrier that divides our society. He was of the view that comm (information and communication) would energy enterprises, galvanize governance, make learning an experience and life, exciting. Reliance comm is a fascinating outcome of this powerful conviction, a major initiative to translate this dream into reality.

RURAL BUSINESS

Reliance communication to empower Indian villages India's largest mobile operator takes the lead to reach out to 65 crore Indians Two out of three villages to be covered with voice and data access Massive network to roll out to benefit 90% of India's habitats - covering 91% of national highways In one of the largest and fastest ever network rollout operations in the world, Reliance comm has embarked on an ambitious expansion plan to reach out to four lakh villages across the country by end of the year, thus bringing about a new revolution in rural telephony. The company's 80,000 km of terabit optic fibre cable network forms the backbone of its countrywide expansion, which will facilitate unlimited and uninterrupted voice, data and video applications. This massive operation, touching 65 crore Indians, will cover nearly two-third of its villages and over 5,700 cities and towns. This expansion involving 8,500 BTS (Base Transceiver Station) towers will also cover 91% of the country's national highways and 85% of the rail routes. Eventually, the company's footprint will cover the entire habitat of the country. This initiative is expected to increase India's teledensity to 10% by the end of the year, ahead of the national target. With this expansion, rural India will also have greater access to the Internet, thanks to the increasingly popular R-Connect and is bound to take India on its path towards knowledge-led

leadership. It is also an established fact that increases of each point in teledensity results in a 3% growth in the country's GDP. Reliance comm was the first Indian telecom service provider to cross the 10-million subscriber mark. As on January 31, 2006, Reliance comm had over 16 million subscribers. This initiative reinforces Reliance Group's commitment to the Founder Chairman's vision: "Our dreams have to be bigger. Our ambitions higher. Our commitment deeper. And our efforts greater. This is my dream for Reliance and for India." Village Public Telephone (VPT) VPT is the first Telephone in the villages, where there is no Telephone available till date. These VPTs are to be installed in a village for public use with STD facility. Reliance comm has installed VPTs as per its license obligation covering 59 Talukas. Subsidy support for 3,599 VPTs is being received every quarter from USF. Rural Community Phone (RCP) Rural Community Phones (RCPs) provided in the villages where population exceeds 2000, after achieving the target of one VPT in every village. These RCPs may be provided in public places such as shops, schools, primary health centers etc with STD facility generally available on them. Reliance comm is committed to install about 22,000 RCPs covering 61 Districts in 11 states. We are planning to install about 15,000 RCPs before end of 2005 and rest by 2006. Rural Household DELs (RDELs) Rural Household DELs (RDELs) are the one provided in the talukas, which are declared as rural taluka. Fixed Wireless Phone/Terminal (FWP/T) of CDMA Technology is planned as RDELs.

Reliance comm committed to provide RDELs in 61 Districts covering 203 Talukas in India. We are planning to roll out 6,100 by Sep 05.

High Speed Public Tele-Info Centre (HPTICs) Reliance comm committed to provide High Speed PTICs (HPTICs) for providing additional facilities including tele-education and tele-medicine at Block Headquarters and in villages with a population exceeding 2000 These 'Information Kiosk' forms the core of rural broadband/connectivity. The kiosks (Public Tele Information Centers (PTIC) and High speed PTICs (HPTIC)) will be set up in a phased manner so as to cover roughly 1, 00,000 villages in three years which approximately covers 48 per cent of the total rural population.

Sr. No. Service Area 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Andhra Pradesh Bihar Gujarat Haryana Himachal Pradesh Karnataka Kerala Madhya Pradesh Maharashtra Punjab Rajasthan Tamil Nadu Uttar Pradesh (East) Uttar Pradesh (West)

BUSINESS LINE
RELIANCE COM Ltd is all set to finalize its choice of equipment vendors for its nationwide WLL (wireless in local loop) basic telecom network project. A host of hardware vendors such as Lucent Technologies, Motorola, Samsung and Nortel Networks, among others, are in the fray for the multi-million dollar deal, company sources said. According to informed sources, Reliance had almost settled for Nortel Networks as its principal equipment vendor, but a rethink on the issue has since taken place. The current thinking, according to sources, is that it would be prudent to award the contract to more than one vendor instead of settling for a single vendor. As is known, Reliance has bagged the basic service provider's license in respect of 18 telecom circles across the country. In all the telecom circles for which Reliance has bagged the license, the limited mobility, WLL services based on CDMA (Code Division Multiple Access) technology would be on offer.

A total of over 96,000 km of fiber optic cables shall be laid as part of the national long distance infrastructure project. Besides, the project entails the setting up of 3,000 base terminal stations (BTS) and 40 switching centers. About 70 per cent of the work in this regard is stated to be complete. The sources said that a nationwide roll-out of limited mobility basic telecom services was expected to take off before the end of the current calendar year. Talks were under way to finalize a partner who would supply the CDMA handsets. Already, Reliance has launched its cellular mobile services in seven circles Madhya Pradesh, Himachal Pradesh, Bihar, Orissa, West Bengal, Assam and the North-East. At present, it has a base of over four lakh cellular customers.

PRODUCT LINE OF RELIANCE COMMUNICATION

1) Reliance mobile
With over 30 million subscribers, Reliance Mobile is Indias largest mobile service brand. Reliance Mobile services now cover over 10,300 cities and towns across India. We have achieved many milestones in this short journey. In 2003, AC Nielsen voted Reliance Mobile (formerly Reliance India Mobile) as Indias Most Trusted Telecom Brand. In July 2003, it created a world record by adding one million subscribers in a matter of just 10 days through its Monsoon Hungama offer. What sets Reliance Mobile apart is the fact that nearly 90 per cent of our handsets are data-enabled, and can access hundreds of Java applications on Reliance Mobile World.

Reliance Mobile has ushered in a mobile revolution by offering advanced multimedia handsets to the common man at very affordable rates. This innovative low pricing has increased the number of mobile phone users and its result is clearly reflected in the meteoric rise in Indias tele-density over the past four years. Our pan-India wireless network runs on CDMA2000 1x technology, which has superior voice and data capabilities compared to other cellular mobile technologies. CDMA200 1x is more cost-effective as it utilises the scarce radio spectrum more efficiently than other technologies do. Enhanced voice clarity, superior data speed of up to 144 kbps and seamless migration to newer generations of mobile technologies are some of the differentiators that set CDMA200 1x technology apart from its competitors.

2) Reliance Mobile World

The Reliance Mobile World suite of Reliance Mobile is a unique Java-based application. Its uniqueness lies in the fact that it enables complex Internet application to be introduced in mobile phones effectively and quickly. Reliance Mobile World receives over 1.5 billion page views per month from Reliance Mobile users. Reliance Mobile World offers a wide array of applications that include hourly news updates, high quality headline video clips, downloadable multi-lingual ring tones, seasonal updates including festival specials, city and TV specials, exam results, astrology, mobile banking, bill payment, stock information, commodity prices, railway and air ticket booking. With over 150 data applications offering varied services unique to any wireless service in India Reliance Mobile World is truly a treasure house of knowledge, information, entertainment and commerce.

3) Reliance Net connect

Leveraging our pan-India high speed CDMA2000 1x wireless network, Reliance Communications offers the countrys foremost wireless Internet connectivity through Reliance Netconnect nationwide. Reliance Netconnect is Indias fastest growing Internet connectivity service which touched a user base of over 350,000 subscribers in less than seven months since its launch. The highlight of the offering is that subscribers can connect to Internet on the move at data speeds of up to 144 kbps from their laptops or any other mobile computing device. Connecting an Reliance Netconnect cable to their Reliance Mobile phone or by using an Reliance Netconnect card inserted into the PCMAI slot of their laptop, subscribers can be online anytime anywhere. Similarly, subscribers can connect to the Internet by plugging an Reliance Netconnect cable to Reliance IndiaPhones, fixed wireless terminals and phones.

4) Wireless POS for Credit Card Transaction Processing

In July 2003, Reliance Communications joined hands with HDFC Bank to deploy Indias first wireless Point of Sale (POS) for processing credit card transactions. It marked an eventful beginning in the history of retail credit cards in India. Wireless POS enables banks to significantly expand the number of retail outlets accepting credit cards. It has also expedited the penetration of credit card services to smaller towns. Following the successful deployment of our path-breaking wireless POS, numerous banks have utilised this unique application to expand their credit card business. A POS terminal the size of a large soapbox is an equipment utilized by retailers at their sales outlets to process credit card payments. Till the deployment of wireless POS, retail establishments processed credit card payments by swiping the customers credit card in a slot in the POS terminal, which connected it to the banksNetwork Access Controller (NAC) through a dedicated PSTN connection.

Thereafter, the NAC through its own network directed the credit card details to the data center of the bank. The advantage of Wireless POS is that transactions can be directly processed at the banks data centre skipping the PSTN connection and the NAC infrastructure.

5) Wireless ATMs
The CDMA-based wireless connectivity solutions of Reliance Communications facilitate banks to deploy ATMs expediently, over and above its advantages of rolling out a nationwide network of secure and cost effective-wireless ATMs. Unlike VSAT-based connectivity that banks traditionally depend upon, CDMA solution eliminates the need of rooftop rights and consequential delays. Reliance Communications CDMA-based wireless connectivity stands out compared to other ATM connectivity on various counts including speed of deployment, mobility and cost. Utilising Reliance Communications integrated and durable wireless network, top banks in India including SBI, ICICI, and HDFC are rolling out hundreds of ATMs.

6) Mobile Virtual Private Network (VPN)

Reliance Communications Data VPN offering facilitates access to a users desktop while he/she may be on the move. Through our reliable CDMA network, the user will be able access all the office applications, be it corporate e-mails, Intranet portals, SAP or similar enterprisespecific application available only within the corporate Intranet, at speeds of up to 144 kbps any time anywhere. Reliance Communications Mobile VPN offers a truly networked solution by allowing enterprises to connect their remote office spread across the geographies and integrating them into their network.

7) Vehicle Tracking System

At Reliance Communications, we have mapped the entire country and built a high-end Geographical Information System. It enables to accurately pin-point any location in the country. Reliance Vehicle Tracking System is among the various other applications that leverages this world-class Global Information System.

Our Vehicle Tracking System facilitates real-time tracking and monitoring of road consignments and vehicles across India anywhere anytime. The system further displays consignment location on the GIS map accompanied by assigned route data, routing as well as location finder capability. Other advanced features include real-time text messaging from application interface to the remote vehicle, automatic exception alerts via e-mails and SMS.

8) Broadband

WIRED TO WIN The successful rolling out of real broadband services across the nation marks the second chapter of Reliance Communications commitment to usher in a digital revolution in India. Reliance Communications is setting new standards for the world to follow through inventive use of cutting-edge technologies in the field of fibre optics, Ethernet, microwave radios, switching, routing, digital compression and encoding.

The mass roll out of broadband being carried out by Reliance Communications across the length and breadth of the country, offering speeds of up to 100 Mbps to millions of users, in itself is a technological marvel. The uniqueness of Reliance Communications broadband initiative lies in the fact that our entire nationwide network is being conceptualised and built from ground zero. Our network is designed to deliver affordable quality education, drive governance, transform healthcare, enhance efficiency in business and, finally, generate new job opportunities for millions of unemployed Indians.

Reliance Communications broadband service is set to revolutionize Indian society by removing the traditional bottlenecks of development including a lack of capital and a weak infrastructure, and help tide over the challenges of distribution in a vast country like India.

E-EDUCATION The mission of Reliance Communications e-learning initiatives is to bring world-class education to the doorstep of every Indian home. Utilising our pan-India optical fibre and retail network, educational institutions can reach out to large sections of students which otherwise would be very difficult to contact. Averaging our robust broadband infrastructure two top Indian management schools the Xavier Institute of Management, Bhubaneshwar and XLRI, Jamshedpur are imparting fully interactive real-time courses across 105 cities. The Indian market possesses tremendous potential yet to be tapped and with Reliance broadband the worlds top-rung educational institutions are set to expand their sphere of influence beyond horizons and thus garner rich dividends. Utilising our real broadband

connectivity, educational institutions can source the best educational material from anywhere in the world. Libraries and laboratories around the world can be cross-linked making way for seamless exchange of information and expertise. A student sitting in India can have access to information at Oxford, while a teacher can exchange knowledge with his counterparts across the world.

DIGITAL WORKPLACES Reliance Communications real broadband connectivity has changed the dynamics of work. Our video conferencing service acts as a virtual bridge between professionals working at different office locations across the world. It now makes no difference whether your colleague is sitting in your next cubicle or across seven seas away. E- HEALTH CARE Reliance broadband is set to offer timely quality healthcare facilities at very affordable rates to large sections of the Indian population irrespective of their geographical location. Our broadband connectivity is committed to usher in a new generation of online healthcare delivery system. Access to advance medical expertise can no longer be constrained by geography. A patient can seek medical advice sitting at the comforts of home. Doctors can attend to patients anywhere in the world on real-time basis. At the click of the mouse, medical records and documents can be digitally dispatched thousands of miles away.

Recently, the Apollo Group of Hospitals joined hands with Reliance Communications to offer its top-of-the-line healthcare facilities online to the benefits of millions of Indians. INTEGRATED ENTERPRISE SOLUTION Reliance Communications Integrated Enterprise Solution offering is currently being rolled out in 30 cities across India. It consists of an integrated voice, data and video solution. Our target is to expand its service to cover the entire country eventually. For Indian enterprises, our convergent voice-data-video solution framework, delivered through fibre-to-the-building (FTTB) architecture introduces true broadband connectivity. Our enterprise broadband is delivered using Metro Ethernet technology. However, based on specific customer requirement other high-end technologies including Digital Subscriber Line (DSL), Local Multipoint Distribution Services (LMDS) and Integrated Service Digital Network (ISDN) are also being deployed. As per specific requirements of enterprises we provide customised solutions be it a simple voice solution or complex data solutions that involves nationwide networking of all branches, sales and field executives, vendors, suppliers and customers at data speeds scalable from 64 Kbps to 100 Mbps. Reliance Communications core broadband products include MPLS based VPN, leased lines, Gigabit Internet connectivity, video conferencing and video telephony.

RURAL COMMUNICATION

EMPOWERING INDIAN VILLAGES

Reliance Communications is committed to bringing about a complete revolution in rural telephony. With this goal set high on our agenda, we have initiated a mammoth expansion plan to reach out to four lakh villages across the length and breadth of the country. Our 80,000 kilometres of terabit optic fibre cable network forms the backbone of our nationwide expansion, facilitating unlimited and uninterrupted voice, data and video applications. We stand strongly by our commitment to empower the people of India with the freedom to communicate by realising our founder Chairman Dhirubhai Ambanis dream of heralding a digital revolution.

VILLAGE PUBLIC TELEPHONE Reliance Communications Village Public Telephone (VPT) is a pioneering effort to introduce telephones in villages that do not have any telephone connections till date. These VPTs with STD facility are being installed in villages for the convenience of the villagers. As per our license obligation we have installed VPTs covering 59 t alukas. We are receiving subsidy support for 3,599 VPTs every quarter from the USOF.

RURAL COMMUNITY PHONE (RCP) After achieving the target of one village public telephone per village, Reliance Communications next plan of action is to provide Rural Community Phones (RCPs) in each of those villages where the population exceeds 2000.

These RCPs, with STD facility, are to be installed in public places including shops, schools and primary health centres. We are fully committed to installing about 22,000 RCPs covering 61 districts across 11 states in India by 2006.

RURAL HOUSEHOLD DELS Reliance Communications' targets to provide Rural Household DELs in those talukas, which have been declared as rural talukas. Fixed Wireless Phone/Terminal of CDMA technology is being planned for R Household DELs. We are determined to provide Rural Household DELs in 61 districts covering 203 talukas in India. Our target is to roll out 6,100 of them.

HIGH SPEED PUBLIC TELE-INFO CENTRE (HPTICS) Reliance Communications is committed to setting up High Speed Tele-Info Centres in block headquarters and villages with a population exceeding 2000. These centres will provide hightech facilities including tele-education as well as tele-medicine. These information kiosks will form the core of the rural broadband connectivity. Our target is to cover one lakh villages in three years which approximately would cater to 48 per cent of the total rural population.

RELIANCE WORLD

WHAT A WONDERFUL WORLD

Reliance World (formerly Reliance WebWorld) is a world-class nationwide chain of retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group. It is designed to give the customer a delightful experience of the digital world of information, communication, entertainment and utility services. All Reliance World outlets are connected to Reliances countrywide optic fibre network. The Broadband Centre at Reliance World leverages this broadband network to bring you innovative digital services. With 241 Reliance World outlets across 105 cities in the country, you are sure to find one in your vicinity

INTERNET DATA CENTER

WORLD-CLASS CYBER CENTERS Reliance is India's largest Internet Data Center (IDC) service provider, hosting business critical applications of Indian and foreign blue chip companies, financial institutions and other important organisations. Reliance Internet Data Centers are truly world class Level 3 (highest) IDC facilities, with more than 200,000 sq ft of hosting space. Two IDCs of 35,000 sq ft (IDC1) and 100,000 sq ft (IDC2) are functioning in Mumbai and another two of 20,000 sq ft (IDC1) and 50,000 sq ft (IDC2) are functioning at Bangalore. Reliance is also setting

up world-class data centers in four other major cities in India (Chennai, Hyderabad, Delhi and Kolkata) making a total of more than 500,000 sq ft of hosting space available over the next year. The data centers are internationally benchmarked on all parameters physical and network security, infrastructure, facilities, network connectivity and operations. Internet Data Centers are critical components of Reliance Communications vision to herald a digital revolution in India. The Data centers are connected to Reliance's pan-India, optic fibrebased, high capacity IP network. The data center is further connected to 52 countries including US, UK, Mid-east and Asia-Pac through Flag Telecom (A Reliance Communications Group Company) backbone and other undersea cable systems. It also has private peering relationship with the largest Tier 1 Internet Service Providers (ISPs) and public peering at more than 15 Internet Exchange points across the globe, apart from peering relationship with domestic ISPs on STM-1 bandwidth.

CARRIER BUSINESS

GLOBAL NETWORK Reliance Communications is a National Long Distance (NLD) and International Long Distance (ILD) service provider, rendering national and international transport links between other telecommunication service providers' networks. It is also an infrastructure provider for end-to-end bandwidth requirements as well as providing dark duct and dark fibre on lease to service providers and companies.

The acquisition of Flag Telecom by Reliance in January 2004 has strengthened the bouquet of our service offerings to national and global service providers and companies. Our wholesale customers include Indian and international telephony service providers, Internet service providers, long-distance carriers, call centre operators, multinational companies, business process outsourcing (BPO) companies, IT-enabled service (ITES) providers and government and quasi-government organizations.

HIGHLIGHTS OF INTERNATIONAL AND NATIONAL LONG DISTANCE (ILD & NLD) SERVICES
- ILD gateways in Mumbai, Delhi, Chennai, Kolkata and Ernakulam. - International Points of Presence (PoPs) in New York, Los Angeles, London and Hong Kong integrated seamlessly with domestic gateways. - Submarine fibre cable network connecting gateways to India in ring architecture for resilience. - Centralized NOC for International and National network management. - Satellite route for media diversity. - Domestic and international data leased circuit. - TDM and VoIP based interconnect.

- Value added services MPLS IP-VPN, FR, ATM. International capacity built to manage >250 mn minutes per month.

HIGHLIGHTS OF FLAG TELECOM NETWORK

- Global optic fibre network of 52,000 kms spanning four continents. - Customer base of over 180 international carriers including the top ten. - Global bandwidth, IP, Internet, Ethernet and co-location services. Low latency global MPLS based IP network connecting world's principal international

Internet exchanges.

9) GSM
On the 30th December 2008, Reliance Communications became the first telecom operator in the history of Indian telecommunications to simultaneously launch its GSM services in 14 circles, namely Andhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Jammu & Kashmir, Karnataka, Kerala, Maharashtra, Mumbai, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh(East & West) thereby establishing itself as a pan-India operator.] It already operates GSM services in 8 circles namely Assam, Bihar, Himachal Pradesh, Kolkata, Madhya Pradesh, North Eastern states, Orissa, West Bengal On the 30th December 2008, Reliance became the first telecom company in India to operate in both CDMA as well as GSM technologies.

10) DATA CARD

Reliance provides internet data card with high speed, one month free service and with no roaming charge across the country. 2

FINANCIALS
FINANCIALS

Latest Quarterly/Half yearly As On(Months) Sales of Products/Services Other Income Total Income Total Expenses OPBDIT Interest Depreciation Extraordinary Items Prior Period Adjustments Provision for Tax After Tax Profit Equity Capital Reserves

Detailed Quarterly 31-Mar-2009(3) 30730.70 169.70 30900.40 20771.90 10128.50 -5638.90 6921.00 0.00 0.00 15.00 11397.70 10320.10 0.00

Notes to Accounts Income Statement As on( Months ) Profit / Loss A/C Net Sales Operating Income (OI) OPBDIT OPBDT OPBT Non-Operating Income Extraordinary/Prior Period Tax Profit after tax(PAT) Cash Profit Dividend-Equity 31-Mar08(12) Rs mn %OI 31-Mar07(15) Rs mn %OI 31-Dec05(9) Rs mn 0.00 22.77 %OI 0.00 100.0 1

134161.90 99.99 117252.60 99.96 134172.80 100.0 100.0 117293.80 0 0 44860.90 38.25 42537.10 36.27 23936.90 20.41 275.00 0.00 123.40 0.23 0.00 0.11

47985.20 35.76 44140.80 32.90 25704.20 19.16 338.30 0.00 178.00 0.25 0.00 0.13

6.12 26.87 6.12 26.87 -21.25 -93.31 109.80 482.2 3

-6.32 -27.74 25.70 56.54 83.90 0.00 112.8 7 248.3 0 368.4 9 0.00

25864.50 19.28 44301.10 33.02 1548.00 1.15

24088.50 20.54 42688.70 36.39 1022.30 0.87

Balance Sheet As on Assets Gross Block Net Block Capital WIP Investments Inventory

31-Mar-08 Rs mn %BT

31-Mar-07 Rs mn %BT

31-Dec-05 Rs mn 1980.88 1662.36 0.00 %BT 1.29 1.08 0.00

192021.1 182859.1 35.32 41.87 0 0 148834.5 159414.8 27.38 36.51 0 0 71175.60 13.09 21856.00 5.00

138441.3 120741.0 25.47 54344.20 12.44 78.41 0 1 2012.20 0.37 985.10 0.23 0.00 0.00

Receivables Other Current Assets Balance Sheet Total(BT) Liabilities Equity Share Capital Reserves Total Debt Creditors and Acceptances Other current liab/prov. Balance Sheet Total(BT) Ratio Analysis As on

10932.10

2.01

8021.10

1.84

0.00

0.00

172208.7 192064.3 31.68 43.98 31589.57 20.51 0 0 543604.4 100.0 436685.5 100.0 153992.9 100.0 0 0 0 0 5 0

Rs mn 10320.10 218038.4 0 202864.3 0 47462.50 64919.10

%BT 1.90 40.11 37.32 8.73 11.94

Rs mn 10223.10 173462.6 0 145678.4 0 25244.30 82077.10

%BT 2.34 39.72 33.36 5.78 18.80

Rs mn 6116.15 147834.2 7 0.00 10.51 32.02

%BT 3.97 96.00 0.00 0.01 0.02

543604. 100.0 40 0

436685. 100.0 50 0

153992. 100.0 95 0

31-Mar-08 13.33 8.30 11.33 0.68 0.89 0.53 12.57 1.65 0.00 0.00 29.74 201.00 350.00

31-Mar-07 8.30 6.90 10.49 0.51 0.79 0.76 19.42 1.87 0.00 0.00 31.21 159.01 566.00

31-Dec-05 -0.09 0.07 0.05 31.25 0.00 0.00 0.00 742.81 0.00 0.00 0.00 172.75 379727.00

OPBIT/Prod.cap.empl.(%) PBIT/Cap. Employed (%) PAT/Networth (%) Tax/PBT (%) Total Debt/Networth (x) Long Term Debt/Networth (x) PBDIT/Finance Charges (x) Current Ratio (x) RM Inventory (days consumption) FG inventory (days cost of sales) Receivables (days gross sales) Creditors (days cost of sales) Op. curr. assets (days OI) Share Statistics

As on EPS (Rs.) CFPS (Rs.) Book Value (Rs.) DPS (Rs.)

31-Mar-08 12.53 21.46 110.64 0.75

31-Mar-07 9.43 16.70 89.84 0.40

31-Dec-05 0.06 0.09 125.87 0.00

SWOT ANALYSIS
What is SWOT Analysis?
SWOT analysis is a basic, straightforward model that provides direction and serves as a basis for the development of marketing plans. It accomplishes this by assessing an organizations strengths (what an organization can do) and weaknesses (what an

organization cannot do) in addition to opportunities (potential favorable conditions for an organization) and threats (potential unfavorable conditions for an organization). SWOT analysis is an important step in planning and its value is often underestimated despite the simplicity in creation. The role of SWOT analysis is to take the information from the environmental analysis and separate it into internal issues (strengths and weaknesses) and external issues (opportunities and threats). Once this is completed, SWOT analysis determines if the information indicates something that will assist the firm in accomplishing its objectives (a strength or opportunity), SWOT analysis is a general technique which can be applied across diverse functions and activities, but it is particularly appropriate to the early stages of planning for a TIPD visit. Performing SWOT analysis involves generating and recording the strengths, weaknesses, opportunities, and threats relating to a given task. It is customary for the analysis to take account of internal resources and capabilities (strengths and weaknesses) and factors external to the organization (opportunities and threats). SWOT analysis can provide: A FRAMEWORK FOR IDENTIFYING AND ANALYZING STRENGTHS, WEAKNESSES, OPPORTUNITIES AND THREATS.

SWOT, strengths and weaknesses are internal factors. STRENGTHS attributes of the organization those are helpful to achieving the objective. For example: strength could be: Your specialist marketing expertise.

 A new, innovative product or service Location of your business Quality processes and procedures Any other aspect of your business that adds value to your product or service. WEAKNESSES attributes of the organization those are harmful to achieving the objective. A weakness could be: Lack of marketing expertise Undifferentiated products or services (i.e. in relation to your competitors) Location of your business Poor quality goods or services Damaged reputation Activation problem

In SWOT, opportunities and threats are external factors. OPPORTUNITIES external conditions those are helpful to achieving the objective. For example: An opportunity could be: A developing market such as the Internet. Mergers, joint ventures or strategic alliances Moving into new market segments that offer improved profits A new international market A market vacated by an ineffective competitor

THREATS external conditions that is harmful to achieving the objective. A threat could be: A new competitor in your home market like as: Airtel,,Hutch,.Tata. Price wars with competitors A competitor has a new, innovative product or service Competitors have superior access to channels of distribution Taxation is introduced on your product or service s

SWOT ANALYSIS CAN BE USED FOR ALL SORTS OF DECISION-MAKING, AND THE SWOT TEMPLATE ENABLES PROACTIVE THINKING, RATHER THAN RELYING ON HABITUAL OR INSTINCTIVE REACTIONS.

Here are some examples of what a SWOT analysis can be used to assess:

a company (its position in the market, commercial viability, etc) a method of sales distribution a product or brand a business idea a strategic option, such as entering a new market or launching a new product a opportunity to make an acquisition a potential partnership changing a supplier outsourcing a service, activity or resource an investment opportunity

RELIANCE COMMUNICATION LIMITED

Strength Low Entry Cost Commission Structure Fast Activation Process Network Connectivity Data GPRS

Weakness Branding Image Distribution problem Limited product portfolioOnly Mobile Lack of Competitive Strength Limited Budget

Opportunity Threat Preference of GSM over Political destabilization. CDMA New Entrants New Specialist Application IT Development Rural Telephony Market Demand New Market, Vertical, Seasonality,Weather Effects Horizontal Competitors Vulnerabilities

RELIANCE NETCONNCT: TARIFF PLANS

Reliance Netconnect 1x gives you the freedom of mobile surfing anywhere in the country. Slip the Reliance Netconnect Data Card into your laptop and you're ready to go. This pocketsize wonder packs quite a punch it works both as a modem and a mobile phone, so you can surf at high speeds as well as make and receive calls and SMSes from your laptop. Reliance's cutting edge CDMA 1x technology offers pan-India coverage, giving you wireless Internet access even from the remotest part of the country. Experience it all at a cost that's incredibly affordable

Reliance Netconnect 1x is available in a choice of Postpaid and Prepaid tariff options to suit your specific needs.

Postpaid Plans
Tariff Plan Monthly Rental Rs. Free Usage Usage Charges Beyond Free Usage 60 p/min day 30 p/min night Swift 30 Swift 40 Plus 300 400 15 hrs day 30 hrs night 40 hrs day 40 hrs night Freedom @ night Freedom Freedom plus Platinum 400 650 900 1500 Night unlimited 1 GB/ month 1.5 GB/ month Unlimited 50 p/ min Rs. 2.00/ MB Rs. 2.00/ MB 50 p/ min 50 p/ min

Pay as you go

174

Nil

Special Post paid Offer

Tariff Plan Freedom Special Platinum5GB Monthly Rental Rs. 650 1099 Free Usage 1GB 5 GB Usage Charges Free Usage Rs. 2.00/ MB Rs. 2.00/ MB Beyond

Get 50% off on first 2 months bills and save Rs. 650/- on Freedom Special plan and Rs. 1099/- on Platinum5GB plan. Voice calls and SMS on Reliance Netconnect as per NJ149 plan of Reliance Mobile with zero rental for voice & SMS services. 100 sms free for all plans except Pay as you go, Swift 30, Swift 40 and Freedom @ Night

Advance Rental Plans

Subscribe to Reliance advance rental Plans and get a datacards absolutely FREE Offer Tariff Plan Monthly Rental 650 400 Free Usage 1 GB/month Usage Charges Rs. 2.00/MB

12 month Freedom subscription 24 month swift 40 subscription

20 hrs. day, 20 50 p/ min hrs. night

Terms and Conditions for Free Data Card with 12/24 Months Subscription Customer will get a USB data card as the free bundle Customer has to make full payment for 12/24 months in advance Customer cannot migrate to any other tariff plan during the period of 12/24 months for which he has made an advance payment After a period of 3 months, customer has the option to exit and get a refund for the monthly rental, for the balance months after deducting Rs. 2490/- for USB modem.

Prepaid Plan
Tariff Plan Monthly Free usage Rental Rs. Prepaid As per Nil recharge voucher Off-Peak hours: 10 pm to 6 am Usage Charges Beyond Free usage 60 p/min day 30 p/ min night

Prepaid on Reliance Netconnect is applicable on all Reliance Mobile prepaid recharge vouchers.

Also available, Net connect Prepaid Data Vouchers

Pr epaid Data RCV (in Rs.) Validity (in Days) Free SMS Minutes of usage (If entire usage is in Peak Hours) Rs. 111/5 Hour Pack 0 50 300 Rs. 202/10 Hour Pack 0 100 600 Rs. 404/25 Hour Pack 30 300 1500 Rs. 1099/Unlimited Pack 30 300 Unlimited

Minutes of 600 usage (If entire usage is in Off Peak Hours)

1200

3000

Unlimited

Peak Hours : 6 AM to 10 PM Off Peak hours : 10 PM to 6 AM

Additional benefits of Reliance Netconnect

Free email with POP3/SMTP access 10MB email storage

International Data card Roaming Charges (International datacard roaming services currently available in USA) Data Charges . INR 5.37 per 10KB

Net connect Broadband+

Tariff Plans Each Netconnect Broadband + plan is great value for money. Choose from a range of suitable plans Netconnect Broadband Postpaid tariff Netconnect Broadband Prepaid tariff

Features Get the Reliance Netconnect Broadband+ advantage: Wireless Broadband for laptop & desktop 20 times faster with speed upto 3.1Mbps in Reliance Broadband + Network. Fastest uploads at a speed of upto 1.8 Mbps Downward compatible with Reliance High Speed 1X network to ensure seamless connectivity across 20000 towns & 5 lakh villages, as well as along major highways, railway routes, airport lounges and remote locations in India Optimized for running rich media / heavy applications such as video conferencing, video streaming, electronic surveillance, online multiplayer gaming and heavy file transfers. Simply plug & play

Netconnect Broadband+ Postpaid

Tariff Plans Just pay Rs. 3500/- and get a Reliance Netconnect Broadband+ USB Modem. Choose any plan of your choice and get: Free rental for the first month OR

Monthly discount of Rs. 200/- for 12 months (worth Rs. 2400/-) on any monthly rental plan above Rs. 1000/Monthly Free Rental Bundled/Month Anytime/Day Usage Usage Extra Usage Night Usage Effective Rental in Money back offer (for 12 months) Rs. 2 / Nationwide* Rs. 299/MB Rs. 2 / Nationwide Rs. 499/MB Rs. Nationwide Rs. 499/0.5/Min Rs. MB Rs. MB Rs. MB Rs. MB 2 / Nationwide 2 / Nationwide 2 / Nationwide 2 / Nationwide Rs. 650/Rs. 750/Rs. 850/Rs. 849/Rs. 949/Rs. 849/Rs. 899/Rs. 899/Rs. 1098/Roaming

Tariff Plan

Broadband+ Pay as you go Broadband+ 512 MB Broadband+ 10GB @ Night Broadband+ 1 GB Broadband+ 2 GB Broadband+ 3 GB Broadband+ 1 GB day, 10 GB Night Broadband+ 2 GB day, 10 GB Night Broadband+ 3 GB day, 10 GB Night Broadband+ 5 GB Broadband+ 10 GB City Broadband+ 5 GB day, 10 GB Night

Rs. 299/- Nil Rs. 499/- 512 MB Rs. 499/- Nil Rs. 650/- 1 GB Rs. 750/- 2 GB Rs. 850/- 3 GB Rs. 849/- 1 GB Rs. 949/- 2 GB Rs. 1049/Rs. 1099/Rs. 1099/Rs. 1298/3 GB 5 GB 10 GB 5 GB

Nil Nil 10 GB Nil Nil Nil 10 GB 10 GB 10 GB Nil Nil 10 GB

Rs. 2 / Nationwide MB Rs. 2 / Nationwide MB Rs. 2 / Nationwide MB Rs. 2 / Citywide MB Rs. 2 / Nationwide MB

Broadband+ Rs. 10 GB day, 10 1298/GB Night City Broadband+ 10 GB Broadband+ 10 GB day, 10 GB Night Rs. 1500/Rs. 1699/-

10 GB

10 GB

Rs. 2 / Citywide MB Rs. 2 / Nationwide MB Rs. 2 / Nationwide MB

Rs. 1098/Rs. 1300/Rs. 1499/Rs. 1550/-

10 GB 10 GB

Nil 10 GB

Broadband+ Rs. 15 GB Nil Rs. 2 / Nationwide 15 GB 1750/MB Day usage - 6 AM to 10 PM ; Night Usage - 10 PM - 6 AM

* Nationwide coverage will ensure Reliance Netconnect Broadband+ coverage in 35 major cities and seamless integration with High Speed 1x for National coverage. - Please note that day/night classification of a particular session will be done on basis of session start time i.e. If the session starts in Peak time/Day Usage (6 AM to 10 PM), it would be classified as a day session and if the session starts in Off-peak time/Night Usage (between 10 PM to 6 AM), it would be classified as night session. - Minimum guaranteed speed on Netconnect Broadband+ is 256 Kbps subject to technical feasibility.

Net connect Broadband+ Prepaid

Tariff Plans
Pay Rs. 3500/- to get a Netconnect Broadband+ USB Modem and get FREE data usage of 10 GB valid for a period of 30 days Life time Validity

Choose for any of the below mentioned Prepaid Broadband+ plans Pack Price Validity

Broadband + 1 GB Pack Broadband + 3 GB Pack Broadband + 5 GB Pack Broadband + 10 GB Pack

Rs.715/Rs.935/Rs.1210/Rs.1925/-

30 Days 30 Days 30 Days 30 Days

Net connect Broadband+

Comparison
Dial-up Mobility Max. Downlink Speed (in Kbps) Max. Uplink Speed (in Kbps) No 56 (Uplink+ Downlink ) DSL No 2000 (Uplink+ Downlink ) GSM EDGE Yes 238 CDMA 1X Yes 144 Competitio n Wireless Broadband Yes 2400 Netconnect Broadband+ Yes 3100

238

144

144

1800

Avg. Downlink Speed (in Kbps) Avg. Uplink Speed (in Kbps) Time to download 5 Mb file Time to upload 5 Mb file Applications Email Internet Video Download Video Conference/ Chat VoIP Upload Photo Send Large Email Attachments Wireless Coverage Area No. Of Cities Within the city No. of Towers

25 (Uplink+ Downlink )

400 (Uplink+ Downlink )

30

30

400

500

30 27 min 27 min 1.7 min 1.7 min 22 min 22 min

30 22 min 22 min

30 1.7 min 22 min

400 1.3 min 1.3 min

Average Average Poor Very Poor Very Poor Poor Very Poor

Very Good Very Good Good Good Good Good Good

Average Average Average Average Average Average Very Poor Very Poor

Very Good Very Good Good Very Poor Poor Average Poor

Very Good Very Good Very Good Very Good Very Good Very Good Very Good

Very Very Poor Poor Average Average Poor Poor

NA NA NA

NA NA NA

Very few Limited

National

<5 Limited < 300

35 Very Good 4200

Very Good < 10000 26000

We appreciate your continued patronage of Reliance Netconnect, and in being true to our commitment to provide you with the best service always, we proudly bring to you.

Device Drivers

Data cable Drivers

Broadband For Windows Huawei EC 168 C For Mac Device Drivers Activation Procedure High Speed 1X New Devices ZTE AC 8710 For Windows For Mac

 Other's

MG880 Huawei EC121 LG LXU 800

For Windows For Mac

ZTE MC 315 Huawei EC 321 Huawei EC 325 Sierra Aircard 555 GTRAN Dotsurfer 300 AnyData ADM 100 C Netbooster Setup Video Conferencing Client > Go to Downloads section Windows Vista & Dual core users - Download PVX 8.0.4 Maintenance Release Other Windows users (Like Windows XP , 2000 , etc ) Download PVX 8.0.2 Maintenance Release

Other Device

(Above Video Conferencing client (PVX) download is applicable only to cust. who has already purchased this client from Reliance)

Installation Guides
Installing your Reliance Netconnect Broadband+ and High Speed 1x data cards is very easy. Just follow the simple instructions given below, as per the manufacturer. Netconnect Broadband+

Huawei EC 168 C Installation step by step ZTE AC8710 Installation step by step Netconnect High Speed 1x Data Cards ZTE MG 880 Installation step by step

Huawei EC 121 Installation step by step

LG LXU 800 Installation step by step Any Data ADM-100C Sierra Huawei EC321 Huawei EC325 ZTE MC315

Customer Care
Three easy contact options to access our dedicated Netconnect helpdesk: 1. 2. Dial *355 from any wireless Reliance number or call 1-800-3000-5555 (toll-free) from any phone. Dial 30335555 (toll free for Reliance Network) from any landline or after adding the local area code, from any mobile. In case your city has less than an 8 digit local no., simply delete the right most digit in the given telephone no., so for a 7 digit local number, call 3033555.

On calling our helpdesk number, you would be prompted to key-in the 10 digit MDN number(data card number starting with 93) post which, our executive will address your queries / service requests. You can also e-mail your queries/service requests with your contact details to datacard.support@relianceada.com if you are High Speed 1x customer or to netconnect.broadband@relianceada.com if you are a Broadband+ customer. Our helpdesk executive will call you back shortly

Troubleshooting 1. I am experiencing slow Internet connectivity on my data card. 2. When connecting, Operating System indicates Connection as busy 3. The dialer software reports either "Not In Service" or it reports only 1 or 2 bars of signal. 4. While connecting, Operating System indicates that it cannot connect to remote computer 5. After sometime my Notebook automatically shuts down showing the message Windows NT authority error, Remote Procedure call, your windows will shut down in -----? 6. After attempting to make a connection in Dialer software, the status window indicates the following message: There Was No Answer. 7. I am able to make calls and send SMS, but I cannot connect to the network 8. The connection auto disconnects after being connected to network for 3 to 5 minutes 9. How to create a new Network Setting? Understanding Common error messages While using Reliance Netconnect you may receive the occasional error message. But you dont have to fret, because we tell you below exactly what each error number means. Symptom Some common errors 635 Unknown error 645 Internal authentication error 680 There is no dial tone 691 Access denied because username and/or password is invalid on the domain 692 Hardware failure in port or attached device

718 PPP timeout 721 Remote PPP peer is not responding 1. I am experiencing slow Internet connectivity on my data card. Solution: Following tips will come in handy if you are experiencing a slow Internet connection 1. Delete temporary Internet files Open Internet Explorer->Tools->Internet Options->Delete Files->Delete all offline contents->Click on OK button. 2. Disable the firewall of operating system.(if anti virus is installed) Control Panel->windows security center->windows firewall->off 3. Check signal strength of phone .A poor signal may lead to poor speed. 4. Check for virus, spyware and any other malicious programs on your desktop/laptop. 5. Reinstall the phones modem driver.

2. When connecting, Operating System indicates Connection as busy Cause: The modem driver is not installed correctly, or a different modem is being currently used. Solution: 1. Remove the datacard and reinstall client software. Re-insert data card & try again. 2. Confirm that the modem driver is installed correctly in the device manager.

3. The dialer software reports either "Not In Service" or it reports only 1 or 2 bars of signal. Please ensure that the USB modem is plugged properly in the USB port. Please close the software and re- launch it again. If the card is still unable to pick up a valid signal, then it means that the coverage is poor.

4. While connecting, Operating System indicates that it cannot connect to remote computer. Possible causes maybe: Data service is not enabled or is terminated. Network setting in client software is incorrect. Client software dialing application conflicts with some other dialing application. Client software version is too old. CDMA signal is too weak. Antenna is not pulled out. Solution: 1. Confirm that data service is enabled. 2. Set network parameters as per the operator offer. 3. Uninstall other dialing programs or restore Operating System. 4. Upgrade to latest client software. 5. Try to change position. 6. Pull out the antenna. 5. After sometime my Notebook automatically shuts down showing the message Windows NT authority error, Remote Procedure call, your windows will shut down in -----? This is a case of the Blast virus. Kindly visit the following website & take the recommended action: http://support.microsoft.com/default.aspx?scid=kb;enus;826955.If the problem still persists, kindly get your PC checked by the PC vendor. 6. After attempting to make a connection in Dialer software, the status window indicates the following message: There Was No Answer. Kindly ensure that each of the fields have been filled in properly by re-checking the Phone, User Name and Password fields for accuracy. 7. I am able to make calls and send SMS, but I cannot connect to the network Causes: 1. Your modem driver is not installed correctly. Solution: 1. Please reinstall the client software, insert your data card and connect. 2

8. The connection auto disconnects after being connected to network for 3 to 5 minutes Causes: 1. The required service pack has not been installed in the Operating System. Solution: 1. Service Pack 4 is required for Windows 2000 OS. 2. Service Pack 2 is required for Windows XP OS. 9. How to create a new Network Setting? Causes: 1. Enter [Setting / Network Connection Settings] 2. Click<new>button 3. Input name in <Profile Name> 4. Input information as required 5. Click <Save> to finish. Solution: 635 An Unknown error occurred. To correct the problem, do the following: Restart your computer to make sure that all recent configuration changes have taken effect. 645 An internal authentication error occurred. To correct the problem, do the following: Restart your computer to make sure that all recent configuration changes have taken effect. 680 This is a modem related error. To correct the problem, do the following: Kindly remove the datacard and reinsert it and check in dialer software window that the dialing number or phone number type is #777. If yes, restart PC/Laptop and try to connect again. If all above fails, uninstall and re-install driver. To uninstall data card software- Go to Start -> Settings -> Control Panel. Open Add or Remove Programs. Select the program of data card from the list & click on Remove to uninstall the data card. To install data

card software- Run the setup file of data card software from the CD & follow the instructions. 691 This is an authentication error. To correct the problem, do the following: Check whether the username and password is entered and is correct. 718 A PPP conversation started, but terminated because the remote computer did not respond within an appropriate time. To correct the problem, do the following Kindly uninstall and re-install driver & try after sometime. To uninstall data card software- Go to Start -> Settings -> Control Panel. Open Add or Remove Programs. Select the program of data card from the list & click on Remove to uninstall the data card. To install data card software- Run the setup file of data card software from the CD & follow the instructions. 721 A PPP conversation was attempted, but the remote computer did not respond. To correct the problem, do the following Kindly uninstall and re-install driver. To uninstall data card software- Go to Start -> Settings -> Control Panel. Open Add or Remove Programs. Select the program of data card from the list & click on Remove to uninstall the data card. To install data card software- Run the setup file of data card software from the CD & follow the instructions.

MILESTONES
Reliance Com highlights: Milestones

2008

January 12

Reliance Communications receives Start-up GSM Spectrum January 16 Yahoo partners with Reliance Communications to provide Yahoo One Search for its CDMA and GSM customers. January 31 RCOM's Q 3 Net Profit increases by 48.5% and Revenues Up by 29.8 %. Remains the most profitable Telecom Company in India.

February 4 Reliance Communications offers Lifetime Validity at Rs 199 RCOMs subsidiary Infratel files Draft Red Herring Prospectus with SEBI February 5 Reliance Mobile strengthens its religious content portfolio on Mobile by tie-up with Sadhana TV February 14 RCOM in partnership with CanvasM, launches Mulitplayer Mobile Games February 19 HDFC Bank ties up with RCOM, turns every Reliance Mobile into a credit card

February 27 Reliance Communications consolidates Global Telecom Business under Business Globalcom Reliance Communications forays into International Mobile Market with GSM License in Uganda. March 3 Reliance Communications drops prices of Internet Data Cards March 10 Reliance Communications announces ESOPs for over 20,000 employees March 20 Reliance Communications and HTC forge Strategic Alliance

March 27 Corporation Bank Launches Banking Services on Reliance Mobile World April 1 Reliance Communications forays into IT space, launches Reliance Technology Services Company April 9 RCOM launches Educational Portal on Reliance Mobile Phones April 25 Reliance Globalcom unit Reliance Infocom BV, Netherlands acquires Global WiMAX Operator eWave World April 29 Reliance Communications Announces Unlimited Free STD calls April 30 Reliance Globalcom Launches Passport Global SIM RCOM's Net Profit up by 70.8% to Rs 5,401 crore May 2 Reliance Communications Net Profit up by 70.8% to Rs 5,401 crore (US$ 1,350 million), Revenues higher by 31.8% to Rs.19, 068 crore (US$ 4,765 million) and EBIDTA increases by 43.3% to Rs.8, 199 crore (US$ 2049 million) May 12 Reliance Communications and Alcatel form Joint Venture to offer Managed Network Services to telcos across the globe

May 26 Reliance Globalcom acquires UK based VANCO Group Limited June 24 Reliance Globalcom, Stealth Communications forge Strategic Alliance to extend VOIP Network across 50 countries July 12 CA Exam Results on Reliance Mobile July 22 Reliance Communications Mobile Subscriber base crosses 50 Million July 29 CA Professional Exam Results on Reliance Mobile July 31 Reliance Communications (RCOM) announces its financial results for the first quarter ended June 30, 2008. Net Profit up by 23.9% to Rs. 1,512 crore (US$ 352 million) 2007 January 10

Reliance Communications adds a record 1.4 million subscribers in December 06 January 18 Reliance Communication launches unique "Simply 2030" plan on Reliance Hello January 25 Reliance Communications promotes Roger Waters Music Concert January 29

RCOM shareholders approve tower business demerger with a 99.99% overwhelming majority January 30 Overwhelming response to Reliance Worlds National Digital Elocution Competition January 30 Reliance joins Lenovo and Intel for "Internet on the Move" February 2 Reliance Communications market capitalization tops Rs 1 lakh crore (1 trillion rupees or 24.39 billion US dollars) on Bombay Stock Exchange February 16 Reliance Communications offers best value on roaming February 26 Search Jobs & Classified Ads from Reliance Mobile World - Reliance Communications ties up with Naukri.com March 6 Reliance Communications ushers in Virtual Global Conference Network March 7 DHIRUBHAI AMBANI THE MAN I KNEW By KOKILABEN Book on Founder Chairman launched. March 8 Reliance Communications launches Roam Jamaica on Reliance Mobile March 16

Reliance Mobile launches ' Suno Zee March 19 Demerger of Passive Infrastructure division Reliance Communications & Reliance Telecom approved by the Bombay High Court March 21 Reliance World Offers Program to Help Students Crack Admissions in Colleges Abroad March 23 Govts Rural Telephone Scheme(RDEL)through Reliance Communications successfully closes by March 31,2007 March 26 Booking train ticket from Reliance Mobile Phones becomes more easy now with ITZ Cash Cards April 4 Reliance Communications unleashes the power of mobile advertising April 6 Reliance Communications acquires 1.2 million subscribers in March 2007. April 11 Sunny Days And Nights For Reliance Mobile Subscribers as Reliance Communications ties up with SUN TV to offer video streaming of all SUN TV programs online 24x7 April 11 Reliance World launches summer e camp for school kids April 30

RCOM first listed Indian telecom company to reward shareholders May 2 A Classic Bonanza Reliance Communications unveils handsets @ Rs 777 May 9 RCOM bags West Bengal E-Governance Project May 10 Reliance sets a new record, one million Classic handsets sold in just one May 12 Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per minute May 14 Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs 1234 May 17 RCOM kick starts world's fastest and largest rural infrastructure rollout on World Telecom Day. May 18 Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499. May 22 RCOM slashes roaming rates by as much as 70 percent May 25 Reliance Communications launches unlimited calling June 5

RCOM hosts seminar on Emerging Trends in Mobile Applications Development June 6 Reliance Communications adds 1.4 million new mobile subscribers in May2007 June 6 Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888 June 27 Reliance World, BIMTECH & Philadelphia University unveil Executive Program in Retail Management (EPRM) June 28 Reliance Communications ties up with Cisco to launch Business Internet Services for SMEs in Pune July 4 Bengali movie Anuranan on Reliance Mobile World July 7 RCOM and QUALCOMM Collaborate on CDMA2000 Expansion July 12 Reliance Communications awards Alcatel-Lucent a Next-Gen network expansion contract July 12 Reliance Communications awards Huawei all IP Next-Gen network expansion contract

July 19 RCOM announces sale of equity stake in its Tower Company-Reliance Telecom Infrastructure Limited July 19 RCOM's AGM on Reliance Mobile World July 23 Reliance Communications launches Passport Calling Solutions July 25 RCOM join hands with Yatra.com for air and hotel bookings August 20 RCOM offers 'Live Mandi Prices' on Reliance Mobile World August 31 Reliance Communications , the official global partner for the first edition of ICC Twenty 20 World Cup Championship 2007 in South Africa unveils the coveted Trophy in Mumbai and announces Dhoni - Dhanadan Pack September 9 Reliance Communications launches Money Transfer on Reliance Mobile Phones September 10 RCOM launches BlackBerry 8830 World Edition Smartphone 'Bloomberg Professional' now on Reliance Mobile September 11

Reliance Communications ties up with Sulekha.com to offer local search on Reliance Mobile World September 18 Strategic partnership with Vanco October 3 Reliance Communications announces Classic Celebrations- Classic Handset sales top 10 million- Color Handset @ Rs.999 October 20 Reliance Communications to launch nationwide GSM Services under existing Unified Access Service Licenses October 22 Reliance Communications brings 'Durgotsav Live' Videocast on mobile November 7 Reliance Communications Launches 'Diwali Dhamaka' November 15 RCOM launches Rural Mobile Application Contest November 16 Fair & Lovely Scholarship on Reliance Mobile World is winner at the MMA awards, USA November 27 FLAG and GlassHouse ink landmark partnership December 11

Reliance Communications adjudged Worlds Top CDMA Operator at the Global CDMA Industry Achievements Awards Fete December 20 Reliance Communications completes Yipes acquisition December 24 RCOM announces special offers for Christmas and New Year.

2006

January 01

Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance IndiaMobile prepaid users to call anywhere in India at Re one per minute. January 19 Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth January 23 TIMES NOW launched on Reliance Mobile Phones, making it the worlds first TV channel to be launched on a mobile phone. March 06 Reliance Communications Ventures Ltd. (RCVL), India's leading integrated telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani group, lists on the Bombay Stock Exchange and National Stock Exchange. March 21 Reliance Infocomm introduces R World in Hindi to become the world's first operator to offer mobile data services in more than one language on the same handset. This will make it possible

for millions of Indians to access the popular R World with hundreds of every-day-use applications in the national language. March 23 Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance Communications Ventures Ltd. March 29 Reliance Infocomm becomes Indias first telecom operator to launch seamless inter-standard international roaming service - 1World.1Number, with single number on international CDMA and GSM networks. April 27 Reliance Communications launches Indias first Talking Message Service (TMS) enabling its mobile users to send voice messages to not only other mobiles but also fixed wireless phones (FWP) and landlines. June 22 Reliance Communications ties up with Disney to offer on Reliance Mobile World India's first 3D animation on mobile. July 03 Reliance Communications launches 'Hello Capital Plan' to enable its subscribers in 19 state capitals to call each other at the local call rate of 40 paise per minute. July 19 Reliance Communications slashes ILD rates by up to 66% August 7

T-Com signs contract with FLAG Telecom for Europe-US bandwidth September 5 Union Communications & IT Minister Thiru Dayanidhi Maran inaugurates Reliance Communications FALCON Cable System. November 17 Reliance Communications launches Free Group Term Life Cover for its CDMA subscribers December 28 Reliance Communications FLAG Telecom announces FLAG Next Gen to cover 60 countries 2005 January 04 Reliance introduces first e-recharge facility in CDMA in India. January 24 Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65 crore Indians by December 2005. June 26 Anil Ambani appointed Chairman of Reliance Infocomm July 30 Air Deccan and Reliance WebWorld join hands to offer air ticket booking facility at Reliance WebWorld August 11 XLRI's Post-Graduate Certificate programme in Logistics Supply Chain Management (PGCLSCM) launched on Reliance WebWorld's virtual classroom platform. first of its kind elearning programme in India. August 18

Reliance Infocomm rolls out international roaming facility across several countries to become the first Indian CDMA operator to offer its customers such a service. September 06 Reliance Infocomm tied-up with the Bombay Stock Exchange to make available live stock quotes on its mobile phones. September 15 Reliance Communications, UK launched Reliance IndiaCall service in England and Wales enabling callers to make high-quality calls to India from any landline or mobile phone at economical rates. September 21 Apollo Hospital and Reliance Infocomm join hands to provide top class healthcare service to millions of Indians in over a hundred Indian cities.

October 13 Reliance WebWorld wins Frost & Sullivan Market Leadership Award for Video Conferencing services. November 12 Reliance Infocomm hosts the 4th global CDMA Operators Summit. November 22 Reliance Infocomm joins hands with Indian Airlines to offer India's first mobile booking of domestic airline ticket. November 30

Reliance Infocomm introduces MOREbile, redefines customer rewarding with 33 % more talk time on prepaid recharges of Rs 315 denomination and above and much more. December 12 Reliance Infocomm and China Telecom sign agreement for telecom services to provide direct telecommunication service, including a global hubbing service, to subscribers in the two countries. 2004 January 12

International wholesale telecommunications service provider, FLAG Telecom amalgamates with Reliance Gateway, a wholly owned subsidiary of Reliance Infocomm February 9 Launches RIM Prepaid with attractive offer - For Rs 3500 get a Motorola C131 mobile phone and Rs 3240 worth of re- charge vouchers instantly and stay connected for 1 year

February 17 Reliance subsidiary Flag Telecom announces FALCON Project - a major new Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong Kong via India March 22 Reliance Infocomm launches multi-player gaming on RIM handsets - a first in India April 05 Reliance IndiaMobile introduces International Roaming facility to 172 countries, 300 networks April 23 Reliance Infocomm introduces first ever auction facility on Mobile phones through R World. May 27

Reliance Infocomm receives the Most Promising Service Provider of the Year 2003 (Asia Pacific) award at the Asia Pacific Technology Awards instituted by Frost & Sullivan. June 8 Reliance Infocomm introduces World Card - a Prepaid International calling card for affordable and convenient ISD calls from India. July 29 Announces India's First MPLS Global VPN Solution in partnership with MCI August 5 Launches the first regional Customer Contact Centre in Chennai September 6 Mukesh D. Ambani, Chairman, Reliance Infocomm, receives Voice & Data "Telecom Man of the Year" award

September 9 Introduces Railway Ticket booking from R World data applications suite of Reliance IndiaMobile October 12 Mukesh Ambani voted the worlds most infuential telecom person by UK-based publication Total Telecom. October 19 Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry Achievement Award for International Leadership.

2003

January 15

Introduces Dhirubhai Ambani Pioneer Offer for Reliance IndiaMobile service February 14 Launches Reliance WebWorld in top 16 cities March 31 Launches International Long Distance Services April 3 Commissions all backbone rings April 25 Introduces colour handsets May 1 Launches Reliance IndiaMobile Service commercially in top 92 cities with one million customers. June 10 Launches India's first wireless Point of Sale (POS) July 1 Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection for just Rs 501. Sets world record - acquires one million customers in 10 days July 3 Launches R Connect Internet connection cable

Aug 26 Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal September 20 "Navratri" a data service in R-World posts a world record of 10 million downloads on the first day of the launch. September 30 R World clocks a phenomenal 1 billion hits in 1 month October 6 Launches integrated broadband centre at Reliance WebWorld, Bangalore October 24 Deploys pilot of Home Netway in Mumbai

October 30 Reliance becomes India's largest mobile service provider within 7 months of commercial launch November 3 Customer base touches 5 million November 12 Migrates to Unified License Regime November 16 Launches National Roaming

November 21 Launches International SMS to 159 countries launched December 19 Adds 4500th Contact Centre Executive Contact Centre becomes the largest such facility deployed by any single Indian Service Provider 2002 January 15

First Base Transceiver Station (BTS) made "Ready for Electronics" February 25 Obtains International Long Distance License from Govt. of India December 22 Commissions 1st Optic Fibre Backbone ring

December 24 Establishes 1st Point of Interconnect (POI) in New Delhi December 27 Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance Infocomm Hon'ble Union Minister for Parliamentary Affairs, Information Technology and Communications, Pramod Mahajan, inaugurates NNOC 2001 May 1

First Media Convergence Node made "Ready for Electronics" at Jaipur

2000

May 10

Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra 1999 The Dream, 1999

"Make a phone call cheaper than a postcard and you will usher in a revolutionary transformation in the lives of millions of Indians" - Dhirubhai Ambani The Reality, November 15 Reliance Infocomm begins Project Planning

REPORT - 1
2

Marketing, Sales & Promotion

Marketing, Sales & Promotion of Reliance Communication Training Of the Product:

The basic thing start from the training of the product that is i.e. what is the product? How is it used? How does it perform? How is it Advantage in comparison to others, besides the services are being provided in comparison to other competitors? I came to know each and everything about product so that I could effectively demonstrate in front of any customer or answer his queries. It was quiet rigorous to absorb and understand each and every thing of product that is totally related to the sales market. I worked as executive over there for one month in sales department to understand the work culture of retail chain of Reliance Communication Ltd.

Survey:
I was associated with a particular branch in a particular area to generate new customer were we tried to observe the area where we can get the interested people in sales market, we took noted of their job profile, their living standard and where they have interested in Reliance product or

not. We tried to find out from the prerecords of the others competitors data in a particular areas where is the people willingness to pay more about related product. The corporate tie up accelerating sales of reliance product we contact HR personnel for their bind permission to arrange some mini seminars, conferences of those employees who are interested in reliance product, in our interaction with such group we answered their queries for providing knowledge so that we may get good response with regards to sales product.

Stall Activity in Varanasi:

We tried to promote or product by stall activity in the central places of attraction, where we could interact with the maximum numbers of people, for putting our stall we went to the places for permission from the chairman of institute, HR personnel of the Corporate, Manager of picture hall, shopping malls & competent authority coordinators of different societies for putting stall to generate customer consciousness.

Sales Activity in Varanasi:

Sales activity is running through the coordinated efforts of different desks of the entire department like Marketing, HR, Technical, Customer care department etc. In mostly for the customer, so that sales executive gone through to inform about product utility to generate the new customer for the company. We also took note of the people who had registered themselves or visited the store in this context. These people are also contacted.

Lead Management:
Leads are transferred from AUM who allocates the leads to executive; he generates his leads from old references that are satisfied from the services offered by the reliance communication ltd. And by executive who are providing the basic concept of the product and with their services as per convenience of the customer and also offering services after sales of the product. So that to make chain of reference to generate the customers who are words of mouth based sales.

The Branch Activity:

In branch activity executive met with the people came in the Reliance store for their any purpose, so executives try to approach by offering their product in few minutes while the customer is waiting for queue, same is happening in the case of the ATM activity to interact with more and more customer and spread the product knowledge among the customer so they can come in future.

Promotional Activity:
Through pamphlets insertion in news papers providing posters on cyber caf, distributing pamphlets in business seminars and conferences in institutes and society to create customer awareness about the product and create eagerness among people and inform them about its user friendly quality which can be handled by anyone. We also took note of the people who had registered themselves or visited the store in this context. These people are also contacted to convert in to customers of reliance.

REPORT - 2
2

Data Card Churn Management

Churn Management: Business Scenario In the telecommunication market, competition is very high and the products and offerings are more and more comparable. This leads to reduce customer loyalty. Losing an existing highvolume customer means losing a lot of revenue. It is more expensive to gain a new customer than to retain an existing one. Analyzing customer data and customer behavior is the basis for understanding the needs of your customers. It's necessary to identify customers that are willing to move to a competitor before they do so. As a conclusion you have to make the right offering to the right customer at the right time. Churn Management helps to increase customer loyalty and to leverage existing customer assets. Business Goals & Objectives Increasing Revenue Gain market share Improve customer retention and loyalty Maximize profitability by customer Increasing Transparency & Accountability

 Provide decision support Processes Survey Analytics Uses a customer survey to determine how satisfied customers are with the products and services offered by the company, and how loyal they are to the company. To fully utilize this functionality, the following products should be evaluated Cost and Revenue Analysis Monitor the profitability of a service organization and analyze the sources of revenue, costs, and profit. It is possible to analyze the profit generated by customers and their installed bases and monitor profitability trends over a period of time. To fully utilize this functionality, the following products should be evaluated Customer Profitability Analysis You can use this business process to calculate customer profitability, which is one of the most frequently used methods for customer valuation. Customer profitability is most easily calculated as the difference between revenue and costs. It is more useful, however, to perform detailed customer contribution margin analysis including different revenue types, product costs, marketing costs, and sales costs, to produce a differentiated picture of customer profitability. To fully utilize this functionality, the following products should be evaluated Installed Base Analysis Shows the monetary business volume of all orders referencing to an Installation during a specific time period. Enables analysis on costs, revenues, and profit generated by an Installation. Provides information about the location of Installations and shows the amount of orders for an Installation during a specific time period. To fully utilize this functionality, the following products should be evaluated Churn Prevention Reaching, keeping and protecting the most valuable customers for long term and in a profitable way should be an elementary goal of every mobile operator. It is also well accepted that acquiring a new customer costs significantly more than retaining an existing one. Usually subscriber churn is treated as a deterministic part of the telco business and churn figures are surprisingly static in time. Very often no matter of the exact churn rate operators have learnt to live with it; trying to make out the most of the only tools they have: the loyalty programs and weakly targeted campaigns based on data warehouse or CRM reports. Sure, the competitor is doing the same. Worldwide statistics show that yearly churn rates vary marketby-market, region-by-region. However, it seems to be realistic to make an effort keeping the yearly rate under 20% - as industry best practices justify.

>> CHURN PREVENTION IN 2009 Current global economical challenges will reduce your customers buying power affecting your new sales numbers. But - as the extensive growth is slowing down - the almost only way to increase the subscriber base is the seduction of each others customers. Changes on your market are forcing you to reevaluate the importance of churn prevention and rethink your approach and business processes. >> YOUR REWARD? According to Chorleywood Consultancy decreasing your churn rate by 1% will increase your profit by 6%. Sounds encouraging but how to achieve it? With a sophisticated and well functioning churn management solution you can: - Retain the high value subscribers resulting in increased average ARPU - Assure the most effective usage of the allocated resources for churn prevention due to well defined and good targeted offers - Have maximal control in your hands by accurate and up-to-date reporting and evaluation.

>> HOW TO ADAPT TO THIS CHALLENGE?

Amaze your subscribers by demonstrating how much you understand their needs! Implement more customer centric and more targeted churn prevention business processes with much shorter reaction time.

Additionally, due to the feedback and evaluation you can continuously adapt your churn prevention activity to the market circumstances. Technically: move churn prevention from Business Intelligence domain to your everyday operation. To do so and due to the limited headcount and budget you have you need a good system with high level of automation. This is exactly what we offer. Integrated solution covering all major elements of churn prevention: symptom handling, customer segmentation, workflow support, evaluation and feedback

campaign management additionally, provides input for offer management and operational support for offering Gives immediate operational solution Assures shorter response times with balanced workload Easy to implement and integrate. can interface surrounding systems or work with raw data

THE MAIN ADVANTAGE? IMMEDIATE FINANCIAL RESULTS DUE TO THE SUPPORT OF THE EVERYDAY OPERATION. Know what wil hapen. Allround puts you in control. Allround CHURN PREVENTION SYSTEM (CPS) detects in a timely manner those customers who intend to churn and enables you to act to retain the most valuable customers. Allrounds CPS:

 collects all the relevant information from customer satisfaction point of view, builds a customer profile based on detailed usage habit generates predictive early warnings based on even the slightest changes in habits supports the whole workflow making it effective, efficient and measurable allows you to continuously track your churn prevention expenditures and costs and improve their return and impact on your profit. Churn Management Application Critical Success Factors Operator developed a comprehensive Churn Management Strategy including Churn Prediction, Detection and Treatment Programs This required stable baselines (e.g. customer segments, propensity models), along with common business definitions across the process (e.g. churned customer) Operator implemented the solution through a closed-loop approach to continuously improve churn analytics and subsequent treatment programs ANTICIPATE DETECT ACT IMPROVE Anticipate Churn Scoring: MNP Port-outs A/C and SIM transfers IDD Defection

Act: Preventive Treatment Reactive Treatment Win-back Treatment Improve: Variance Analysis Detection Trigger Performance Program Performance Detect MNP Porting IDD Defection Call Behavior Handset Changes & Transfers Service Complaints Dropped Calls

Anticipate

Detect

Act

Improve

Churn Management Application Significantly reduced churn rates and IDD defection. Operator is collecting useful customer data at all Touch Points to produce actionable Business Intelligence Operator remains the most profitable in the market with the highest ARPU and the lowest port-outs

Operator is up-selling pre-pay users to lower churn, higher value post-pay premium brands Operator is retaining IDD revenue through the managed release of targeted IDD prefixes for market segments Minimizing Mobile Churn analyses the real factors which determine customer satisfaction. Establishes the key issues in reducing churn and achieving optimum loyalty and retention strategies. This Strategic Report will allow you to: Understand why customers churn in the first place and what measures you can implement to prevent it Discover how to tackle churn both in terms of business processes (refining customer care, loyalty schemes and customer segmentation and personalization) and through the use of available software solutions Empower your organization with a sophisticated understanding of the customer base, developing retention strategies and loyalty programmes for pre and postpaid subscribers Benefit from an exclusive new survey of industry professionals opinions on key trends in CRM and churn Learn from real-life case studies how the major players in the market are dealing with churn and benchmark your performance against them Profit from valuable recommendations as to how operators should adapt their strategies for the future. This Strategic Report answers the following questions: What are the key factors governing subscriber churn? What are the costs and causes of churn? What are the benefits of a mobile community approach? What do operators need to achieve optimal network intelligence? How do you influence your customers to recommend you to others? Does loyalty exist in todays market? What are the key elements of creating and influencing loyalty? Is the quality of customer service important in reducing costs? Is self-service the way forward? What is the impact of mobile number portability and other pull factors? Customer churn management in telecommunications Consumers demand a lot of you. Everybody wants more more speed, more interaction, more excitement, more attention. You need to find value-added services that keep even the toughest customers happy. Partnering with us gives you the resources to focus on your customers and your growth. Customers demand a lot of you. Everybody wants more more speed, more interaction, more excitement, and more attention. You need to find value-added services that

keep even the toughest customers happy. Partnering with us gives you the resources to focus on your customers and your growth. For an efficient customer churn management.

Consumer-behavior patterns are changing as converged networks take hold across the telecom industry. We know where you should focus to expand your customer base while reducing churn. By building a concrete customer relationship you lay the foundation for future business growth. Take advantage of our managed services to give yourself time to develop your customer base. Who are your consumers? What do they want? Our user insight enables you to get straight to the point, increasing time-to-market and getting ahead of your competitors. The successful launch of new services and solutions depends on knowing when and how to launch them. With our years of experience we can help you choose the right time-to-market, giving you the upper hand. We know that delivering value-added services to your customers is one of your highest priorities. With an experienced partner such as Ericsson taking care of your non-core activities, you can focus on growing your offering and customer base. By reducing time-to-market, you can launch attractive new services quickly and frequently to meet ever-changing user demand. This not only strengthens your brand but gives you the edge to beat the competition. By focusing on users and implementing new services swiftly, Ericssons Managed Services Hosting enables faster adoption of services, leading to greater market share and increased revenue. DATA CARD CHURN MANAGEMENT DATA CARD:Data Card is a net connection product by the use of data card we connect net without wire less. It is mostly uses in Lap Top because of it is carry any where like Lap Top.

CHURN:The word Churn means move from one place to other place i.e. in communication a costumer leave the company and join other company. A costumer leaves any company by some reason which is given below: Billing problem Battery problem Speed problem Products problem Service problem Tower problem

CHURN MANAGEMENT:Manage the churning problem is called churn management. Churning problem is controlled by Retention department this department is specially made for churning costumer; the retention department of company provides some specific offer to that costumer who wants to leaves this company.

Reliance Data card Device:In Reliance communication there are some products which are given below they sell it and also provide services to that costumer who purchase the product of Reliance. RIM ( Reliance India Mobile ) FWP ( Fixed Wireless Phone ) Data Card ( Net Connection) These three products are sell in market in post paid & also in pre paid form. Data card- net connect

PROCES OF CHURNING MANAGEMENT

As all the department of communication work in proper manner to handle the situion just as retention department handle the pressure and retain more and more costumer.

DIVIDE CUSTOMER:The churning problem in communication sector is dived into two parts Volunteer Non volunteer VOLUNTEER:Volunteer customers are those customers who want to disconnect own connection through direct way by coming in office. NON VOLUNTEER:Non volunteer customers are those customers who want to disconnect own connection Through company visitors when any members of the company visit customer for any purpose. PROCESS:The retention department handle the churning customer through convince skill and take some special offer to customer like billing discount, sms offer, plan migration etc by which customer are retained.

TARGET

A retention department of company retains the costumer as order given by HR of the company.HR provides the list of churning costumer to retention department and retention team achieve the target. A retention team achieves the 40 60 % target of the list. A retention department divide the list of churning costumer as three parts which is given below 0 30 (bucket) 30 60 (bucket) 60 90 (bucket) 0 30 (BUCKET):In 0 30 bucket those costumers are taking who dont paid the bill of one month. For the collection of billing the retention team as simply calls that costumer that your bill date is over so you pay the payment. In this bucket costumers are easily pay their payment. 30 60 (BUCKET):In this bucket the costumers are not happy with company because of over billing problem, service, speed etc, so costumers do not want to pay the bill. In this type of problem retention teams resolves the problem of costumer and also give some offer to costumer by which costumers are joined for long time with company. 60 90 (BUCKET):In this bucket the costumer who does not paid the bill for last three months that costumers are so irate so it is very tough task for retention department to retain this type of costumer. If they dont paid then company take action through law.

TARGET A/C BUCKET:In 0 -30 bucket no specially target but in 30 60 company have target to achieve 60% costumer of the list which is provided by HR head, and in 60 -90 bucket at least 40% retain the costumer of list. 800 data are provided by HR in both bucket till complete of previous list.

PROBLEM OF COSTUMER

Regarding Product: RIM (Reliance India Mobile):In Reliance communication the handset of LG, Classic etc are not good because of battery backup, warm the body of handset very soon thats why costumer are not purchase again that product and not join for long time to company. FWP (Fixed Wireless Phone):Fixed wireless phone is a basic phone without wire. In this product also same problem are found in this battery problem is also found. DATA CARD (Net Connection):There is no problem in this product. Regarding Services:The user of Reliance either they use pre paid or post paid both are facing the problem some problems are given below Billing problem Battery problem Collection problem Speed problem Loading problem Problem resolving problem Costumer care problem Wrong commitment problem Product problem Tower problem

OBJECTIVES

To study the customer preference or awareness about different competitors data card & schemes. To asses the level of investment pattern of consumer w.r.t data card. To Asses the satisfaction levels of consumer w.r.t reliance net connect. To find out main causes of churning. To improve customer retention and loyalty.

RESEARCH METHODOLOGY
RESEARCH METHODOLOGY Type of research- Descriptive Type of data collected- Primary data Primary data collection method- Survey method Primary data collection technique- Questionnaire Universe of study- Varanasi city Sample unit- Churn Consumer of Reliance data card Sample size- 50 Sample areao o o o o o PANDEYPUR SHIVPUR GAURIGANJ ASSI RAMNAGAR DLW o o o o o o LANKA SADAR BAZAR NADESAR SIGRA LOHATA BAZARDIHA

Type of search Research

Research is a carefully investigation or inquiry especially through search for new fact in any branch of knowledge.

Types of research
The study falls under descriptive as well as exploratory research

Descriptive Research
After the data have been collected and analyzed, it is usually necessary to embody the results of the survey in the form of the report. The preparation of the report, there constitutes the final steps in execution. Two kind of report may be submitted : either a general report giving a description of the survey for the use of those who are primarily concerned with the results, or a technical report giving details of the sample design, computational procedures, accuracy and allied aspects. In a general report the following aspects of the survey should be highlighted. 1. Statement of the purpose of the survey: A general indication should be given of the survey and the permissible margin of error and it is expected that the result will be utilized. 2. Description of the coverage: An exact description should be given of the geographic region or branch of an economic or social group or other categories of constituent part of population covered by the survey 3. Collection of information: The nature of the information collected should be reported in considerable detail, including a statement of items of information collected but not report upon. The method of collecting data should be reported together with the nature of steps taken to ensure that the information is as compete is as possible. 4. Numerical results: A general indication should be given of the methods followed in the derivation of the numerical results. Particulars should be given of weighing and of any supplementary information utilized, for e.g to obtain ratio estimates.

Method research
The method of research project was the survey method. It was structured (questionnaire) and direct respondent and the surveyor were face to face)

Type of data collected: Primary data

Primary data: - Primary sources are original sources from which the researcher directly collects data that have not previously been collected. Primary data are first hand information collected through various methods such as observation, interviewing and questionnaire. Primary sources of data were from the responses from the respondents through a questionnaire.

Primary data collection method: Survey method Primary data collection technique: Questionnaire
Questionnaire: A set of collection of questions

Universe of study: Churn Customer of Reliance in Varanasi city. Sample unit: Churn customer of Reliance
Who is to be surveyed? In the sampling unit constituted of businessman industrialist, export houses and other

Sample size: 50
How many corporate should be surveyed? In this research the sample size was taken to be 50 customers.

Sampling Procedure: Random Sampling.

This is a Probability Sampling Method. Simple random sampling refers to that sampling technique in which each and every unit of the population has an equal opportunity of being selected in the sample. In simple random sampling which items get selected in the sample is just a matter of chance personal bias of the investigator does not influence the selection.

How should be the respondent being chosen? sampling procedure used in this research was cluster area sampling method that falls under the category of probability sampling.

PRICE OF DATA CARD DEVICE OF RELIANCE & COMPETITOR

In market there are two types of Data card: USB Data Card PCIM Data Card Some company provide both data card & some are only sell individual. Price of Data card vary from company to company. Price of Data card is given below of each company in present time

PLAN OF DATA CARD PROVIDING BY DIFFERET COMPANIES

SPEED OF VARIOUS COMPANIES DATA CARD

RETENTION TOOLS OF VARIOUS COMPANIES

Retention Tool & Companies Retention Team Tata Indicom Y

Reliance Y

Bsnl N

Vodafone Y

Idea N

Airtel INA

Plan Migration Waiver Discount Increase In Credit Limit Thank- You Cards Free SMS pack Promo Gifts

Y Y Y N Y N

Y Y N Y Y Y

N N N N N N

Y Y Y Y Y Y

N N N N N N

INA INA INA INA INA INA

* INA- Information not Available ANALYSIS & INTERPRETATION Q-1) How old are you?
(a) Below 18 Y (c) 25 Y 35 Y (b) 18 Y 25 Y (d) Above 35 Y
No. of respondents (a)Below18 Y (b)18 Y 25 Y (c)25 Y 35 Y (d)Above35 Y 4 19 22 5 Total respondent

50

Age of Reliance Datacard user

(d)Above35 Y 10% (a)Below18 Y 8%
(a)Below18 Y

(b)18 Y 25 Y

(c)25 Y 35 Y

(c)25 Y 35 Y 44%

(b)18 Y 25 Y 38%

(d)Above35 Y

Q-2) what is your occupation?

(a) Business (c) Studying

(b) Service (d) Others

Occupation of Reliance datacard user

50 40 30 No. of Respondent 20 10 0 (a) Business 21 8 18 3 (c) Studying (d) Others 50

(b) Service

No. of respondents

Total respondent

Occupation of Reliance datacard user

(d) Others 6%
(a) Business

(a) Business 42%

(b) Service

(c) Studying

(c) Studying 36% (b) Service 16%

(d) Others

Q-3) Are you using Reliance Data Card?

(a) Yes (b) No

Reliance Datacard user

50 50 40 30 No. of Respondent 20 10 0 (a) Yes (b) No Consumer Response No. of respondents Total respondent 19 31

Reliance Datacard user

(a) Yes 38%

(a) Yes

(b) No 62%

(b) No

Q-4) Do you use other Companies Data Card? (a) Yes (b) No

Other Companies Datacard user

35 30 25 No. of 20 Respondent 15 10 5 0 27 31

4 (a) Yes (b) No Consumer Response No. of respondents Total respondent

Other Companies Datacard user

(b) No 13% (a) Yes

(b) No (a) Yes 87%

Q-5) Of which companies you use?

(a) Reliance (c) BSNL (b) Tata Indicom (d) Idea

(e) Vodafone

(f) Airtel
No. of respondents Total respondent 17 14 9 2 4 0 4

(a)Reliance (b) Tata Indicom (c) BSNL (d) Idea (e) Vodafone (f) Airtel (g) No any more

50

(f) Airtel 0% (e) Vodafone 8%

Which Companies DataCard use?

(g) No any one 8%

(a)Reliance

(a)Reliance 34% (b) Tata Indicom (c) BSNL (d) Idea (e) Vodafone (f) Airtel

(d) Idea 4%

(c) BSNL 18%

(b) Tata Indicom 28%

(g) No any one

Q-6) For which purpose you use Data card?

(a) Business (c) Entertainment

(b) Studying (d) Services

No. of respondents (a) Business (b) Service (c) Studying (d) Entertainment 20 8 18 4

Total respondent

50

Purpose Of Datacard use

(c) Entertainment 8% (a) Business

(a) Business 40%

(b) Studying

(d) Services

(c) Entertainment (d) Services 36% (b) Studying 16%

Q-7) How much amount you invest on net connect

(a) <500 (c) <1500

(b) <1000 (d) <2000

How much amount Invested on netconnect?

50 40
No. of Respondent

50

30 20 10 0

27 15 7 (a) <500 (b) <1000 (c) <1500

Amount(in rs.)

2 (d) <2000

No. of respondents

Total respondent

How much amount Invested On Netconnect?

(d) <2000 4% (a) <500

(c) <1500 14%

(b) <1000

(c) <1500

(d) <2000 (b) <1000 29% (a) <500 53%

Q-8) Are you aware the plans of Reliance Data card & other Competitors?
(a) Yes (c) Cant say (b) No (d) Dont Know

Awareness about plans Reliance & others competior's

50 40
No. of Respondent

50 39

30 20 10 0 (a) Yes 8 (b) No 3 (c) Dont Know

Consumer Response No. of respondents Total respondent

Aware the palns of Reliance Datacard & other Competior's

(c) Dont Know 6% (b) No 16% (b) No (a) Yes

(a) Yes 78%

(c) Dont Know

Q-9) Are the plans of Reliance in data card is costly to other companies
plans? (a) Yes (c) Cant say (b) No (d) Dont Know

Is Reliance plans costly in Comperison to others?

50 40 No. of Respondent 30 20 10 0 (a) Yes 7 (b) No 6 (c) Cant say 4 (d) Dont Know 33 50

Consumer Response No. of respondents Total respondent

Is Reliance plans costly in Comperison to others?

(d) Dont Know 8% (c) Cant say 12% (a) Yes

(b) No

(b) No 14% (a) Yes 66%

(c) Cant say (d) Dont Know

Q-10) Are the cost of Reliance net connect device is high in comparison to
other company? (a) Yes (c) Cant say (b) No (d) Dont Know

Is Reliance Netconnect device high in comparison to other?

50 40 30 No. of Respondent 20 10 0 (a) Yes 6 (b) No 2 (c) Cant say 5 (d) Dont Know 37 50

Consumer response
No. of respondents Total respondent

Is Reliance Netconnect device high in comparison to other?

(d) Dont Know 10% (c) Cant say 4% (b) No 12% (a) Yes

(b) No

(c) Cant say (d) Dont Know

(a) Yes 74%

Q-11) Are you satisfied with own Data Card?

(a) Yes (b) No

Satisfied with own Datacard

50 50 40 No. of Respondent 30 20 10 0 (a) Yes (b) No Consumer Response No. of respondents Total respondent 24 26

Satisfied with own Datacard

(a) Yes (a) Yes 48% (b) No 52% (b) No

Satisfied/Unsatisfied other's user except reliance user

30 25 20 No. of respondent 15 10 5 0 27 15

12

(a) Yes

(b) No Consumer Response

No. of respondents

Total respondent

Satisfied/Unsatisfied other's user except reliance user

(a) Yes

(b) No

(b) No 56%

(a) Yes 44%

Q-12) Are you satisfied with Reliance Data Card?

(a) Yes (b) No

Satisfied with Reliance Netconnect

50 50 40 No. of Respondent 30 20 10 0 (a) Yes (b) No consumer Response No. of respondents Total respondent 12 38

Satisfied with Reliance Netconnect

(a) Yes

(a) Yes 24%

(b) No

(b) No 76%

Q-13) if not satisfied because of?

(a) Service (c) Over billing (b) Speed (d) other

No. of respondents (a) Service (b) Speed (c) Over billing (d) Installation prob. (e) customer care/ Commitments 3 26 14 1 6

Total respondent

50

If not satisfied becose of

(d) Installation prob 2% (a) Service (e) Customer care/ Commitment 12% (a) Service 6% (b) Speed (c) Over billing (d) Installation prob (c) Over billing 28% (b) Speed 52% (e) Customer care/ Commitment

Customer who churn, not satisfied because of

40 35 30 25 No. of Respondent 20 15 10 5 0 38

20 11 2 (a) Service (b) Speed 5 (c) Over billing (d) Other

customer's problem No. of respondents Total respondent

Customer who churn, not satisfied because of

(d) Other 13% (a) Service 5%

(a) Service

(b) Speed

(c) Over billing

(c) Over billing 29%

(b) Speed 53%

(d) Other

Relaince customer who using reliance device have also problm

12 10 8 No. of 6 respondent 4 2 0

12

5 1 (a) Service (b) Speed 2 3

(c) Over (d) Other billing

customer's problem
No. of respondents Total respondent

Relaince customer who using reliance device have also problm

(d) Other 27% (a) Service 9%
(a) Service

(b) Speed

(c) Over billing

(d) Other

(c) Over billing 18%

(b) Speed 46%

Customers who's not want to pay

50 50 40 No. of Respondent 30 20 10 0 Not wants to pay Total respondent 13

Consumer response

Customers who's not want to pay

Not wants to pay 21%

Total respondent

Q-14) why you move to other company from Reliance?

Because of problem (a) Speed (c) Billing (b) Services (d) Costly

problems of consumer why move to other company from Reliance

50 40 30 No. of respondent 20 10 0 50 28 12 3 (a) Speed (b) Services (c) Billing consumer Response No. of respondents Total respondent 7 (d) Costly palns

problems of consumer why move to other company from Reliance?

(d) Costly palns 14% (a) Speed (b) Services (c) Billing 24% (a) Speed 56% (c) Billing (d) Costly palns

(b) Services 6%

Q-15) According to your opinion which companies Data card is better?

Give rank in 1to 6 (1 for top & 6 for low) (a) Reliance (b) Tata Indicom (c) BSNL (d) Idea (e) Vodafone (f) Airtel

No. of respondents (a)Reliance (b) Tata Indicom (c) BSNL (d) Idea (e) Vodafone (f) Airtel 17 15 12 1 5 0

Total respondent

50

which companies Data card is better?

(f) Airtel (d) Idea (e) Vodafone 0% 10% 2% (c) BSNL 24% (a)Reliance 34%
(a)Reliance (b) Tata Indicom (c) BSNL (d) Idea (e) Vodafone (f) Airtel

(b) Tata Indicom 30%

Q-16) What is your opinion about Reliance product?

(a) Average (c) Bad
Customer Opinion about Reliance device
50 40 30 No. of Respondent 20 10 0 50

(b) Good (d) Very good

18 5 (a) Average (b) Good

15

12 (d) Very good

(c) Bad

Consumer Response No. of respondents Total respondent

Customer Opinion about Reliance device (d) Very good 24%

(a) Average

(a) Average 36%

(b) Good

(c) Bad

(c) Bad 30%

(b) Good 10%

(d) Very good

Q-17) Which services of Reliance is very good?

(a) Costumer care (c) Billing (e) None
which services of Reliance is very good?
50 40 No. of Respondent 30 20 10 0 2 11 18 4 15 50

(b) Collection (d) Retention

(a) (b) (c) Billing (d) (e) None Costumer Collection Retention care Consumer Response

No. of respondents

Total respondent

which services of Reliance is very good?

(a) Costumer care 4%
(a) Costumer care

(e) None 30%

(b) Collection 22%

(b) Collection (c) Billing (d) Retention (e) None

(c) Billing 8% (d) Retention 36%

Q-18) Do you have knowledge about Reliance Communication participated

in social welfare program? (a) Yes (c) Cant say (b) No (d) Dont know

Reliance Comm particpated in Social wellfare program?

50 40 30 No. of respondent 20 10 0 50

23 7 (a) Yes 12 (b) No 8 (c) Cant (d) Dont say know

consumer response No. of respondents Total respondent

Reliance Comm particpated in Social wellfare program? (a) Yes 14% (d) Dont know 46%
(a) Yes

(b) No

(b) No 24% (c) Cant say 16%

(c) Cant say

(d) Dont know

Q-19) Are you happy with Reliance Communication?

(a) Yes (c) Cant say (b) No (d) Dont know

R u Haapy with Reliance comm.?

50 40 No. of respondent 30 20 10 0 (a) Yes (b) No 15 18 10 7 (d) Dont know 50

(c) Cant say

Consumer Response No. of respondents Total respondent

R u Haapy with Reliance comm.? (d) Dont know 14% (a) Yes 30%
(a) Yes

(b) No

(c) Cant say 20% (b) No 36%

(c) Cant say

(d) Dont know

Q-20) Is the image of Reliance going down?

(a) Yes (c) Cant say (b) No (d) Dont know

Is the image of reliance going down?

50 40 no. of respondent 30 20 10 0 (a) Yes (b) No 15 20 7 (c) Cant say 8 (d) Dont know 50

consumer response No. of respondents Total respondent

Is the image of reliance going down?

(d) Dont know 16% (a) Yes 30% (a) Yes

(c) Cant say 14%

(b) No

(c) Cant say

(d) Dont know (b) No 40%

Q-21) Would you allow your friends/relatives to use Reliance Data card?
(a) Yes (c) May be (b) No (d) cant say

r u suggest to friends/relatives use reliance netconnect?

50 40 no. of respondent 30 20 10 0 10 15 20 5 (b) No (c) May be (d) Cant say 50

(a) Yes

consumer response No. of respondents Total respondent

r u suggest to friends/relatives use reliance netconnect? (d) Cant say 10% (a) Yes 20%
(a) Yes (b) No (c) May be

(c) May be 40%

(b) No 30%

(d) Cant say

FINDINGS & CONCLUSIONS

On evaluating and analyzing the data I draw inferences that some of the factors are satisfying customers and some are not. During the study through interviews of the customers and discussion with the staff of Reliance communication. I find that company is trying to provide better facilities to the customers. A large group of customer was satisfied with reliance after the retention but some customers were not satisfied. As per as problem faced by the customers, I have noticed that reliance data card customers are complaining lot about speed problem, Over billing, Customer care services, Installation problem, Plan migration (post paid to pre paid) problem, interaction problem, more attractive option/schemes by other players and wrong commitment from reliance staff Therefore they are not satisfied with their services. In conclusion I am in position to say that performance of reliance product services is not at par. Therefore some strong steps are required to raise the sale of reliance products and more focus towards customers problem in Varanasi.

RECOMMENDATIONS & SUGGESTIONS

The company with a speed getting success in its servicing but as every coin has two faces, it also has some weakness, to remove these weakness some steps should be taken so that company catch a speed for its success. The company should take some steps for its success, which are as follows: Reliance should introduce the Low cost net connect device rate and launch to Reliance should increase the connectivity of their network in the hill areas to increase Reliance should improve after sales services and customers dealings. As the company is providing free plan migration facilities (post paid to pre paid) who The company should provide the proper stock to customers. The company should improve the visit of DSR The company should improve the services of network The company should attention towards the activation problem. The company should try to make the better interaction with customers. The company should more attention towards advertisement so the consumer can be As from the survey it was found more and more customers are aware about net connect can through T.V. and Newspaper. So company should take their advertising policy in such a way to give more emphasis and advertising on above said medias to improve customers awareness.

attractive plans. the number of customers.

at the door of churning and inform to customers. aware.

LIMITATIONS
The time for training was limited so it was not possible to contact all the Customers. No guidance in the fieldwork. The management &staff of service center were not cooperative. The scheme is not proper getting from company. The actual information about the new product is not provided. Biased information. It becomes difficult to conduct the survey because many customers were too busy to meet. The responses received are quiet objective in nature. Due to time limitation, sample size could not be more than 50. It was difficult to know whether the willing respondents were truly representative or not. There was a low rate of return of the duly filled in questionnaire due to the biasness of the respondents. Designing of the questions proved to be a strenuous job since extraction of maximum information from the least possible number of questions proved to be difficult.

BENEFITS
Business Goals & Objectives Increasing Revenue Gain market share Improve customer retention and loyalty Maximize profitability by customer Increasing Transparency & Accountability Provide decision support

This Strategic Report answers the following questions: What are the key factors governing subscriber churn? What are the costs and causes of churn? What are the benefits of a mobile community approach? What do operators need to achieve optimal network intelligence? How do you influence your customers to recommend you to others? Does loyalty exist in todays market? What are the key elements of creating and influencing loyalty? Is the quality of customer service important in reducing costs? What is the impact of mobile number portability and other pull factors? What is the influence of spam, privacy and data protection regulations?

This is exactly what we offer. Integrated solution covering all major elements of churn prevention: symptom handling, customer segmentation, workflow support, evaluation and feedback campaign management additionally, provides input for offer management and operational support for offering Gives immediate operational solution Assures shorter response times with balanced workload Easy to implement and integrate. can interface surrounding systems or work with raw data Churn Management Application Critical Success Factors Operator developed a comprehensive Churn Management Strategy including Churn Prediction, Detection and Treatment Programs

This required stable baselines (e.g. customer segments, propensity models), along with common business definitions across the process (e.g. churned customer) Operator implemented the solution through a closed-loop approach to continuously improve churn analytics and subsequent treatment programs

BIBLIOGRAPHY I. BOOKS S. P. GUPTA, Statistical Method, New Delhi: Sultan Chand & Sons, 1995, page no-94

C. R. KOTHARI, Research Methodology, New Delhi: New Age International (P) Ltd., 2001, page no 44

II.

MAGAZINES Business & Economy, 10 August 2009 The Raucous 500!!! Business Standard, 26 July 20009 Market Share Of The Top Telecom Players.

III.

WEBSITE http://www.relainceworld.com http://www.bseindia.com http://www.rbi.org.in/home.aspx http://www.dot.gov.in http://www.investopedia.com

ANNEXURE
Questionnaire for Summer Training Project on POST PAID DATA CARD CHURN MANAGEMENT Dear Sir/Madam, I am Amit Singh student of MBA 3 SEMESTER 3rd semester from School of Management Sciences, Varanasi. I am doing Summer Training on Post Paid Data Card Churn Management in Reliance Comm. Please cooperate and help me by giving your value answers on the questionnaire given below, which will help me in compiling and reaching nearer to my goal. Personal Details Name: _________________________________________________________________ Contact No: ________________________________________________________. (1) How old are you? (a) Below 18 Y (c) 25 Y 35 Y

[ ] [ ]

(b) 18 Y 25 Y (d) Above 35 Y (b) Service (d) Others

[ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ]

(2) What is your occupation? (a) Business [ ] (c) Studying [ ]

(3) Are you using Reliance Data Card? (a) Yes [ ] (b) No (4) Do you use other Companies Data Card? (a) Yes [ ] (b) No (5) Of which companies you use? (a) Reliance [ ] (b) Tata Indicom (c) BSNL [ ] (d) Idea (e) Vodafone [ ] (f) Airtel (6) For which purpose you use Data card? (a) Business [ ] (b) Studying

(c) Entertainment

[ ]

(d) Services

[ ]

(7) How much amount you invest on net connect (a) <500 (b) <1000 (c) <1500 (d) <2000 (8) Are you aware the plans of Reliance Data card & other Competitors? (a) Yes [ ] (b) No [ ] (c) Cant say [ ] (d) Dont Know [ ] (9) Are the plans of Reliance in data card are costly to other companies plans? (a) Yes [ ] (b) No [ ] (c) Cant say [ ] (d) Dont Know [ ] (10) Are the cost of Reliance net connect device is high in comparison to other company? (a) Yes [ ] (b) No [ ] (c) Cant say [ ] (d) Dont Know [ ] (11) Are you satisfied with own Data Card? (a) Yes [ ] (b) No (12) Are you satisfied with Reliance Data Card? (a) Yes [ ] (b) No (13) If not satisfied because of? (a) Service [ ] (c) Over billing [ ] (b) Speed (d) other [ ] [ ] [ ] [ ]

(14) Why you move to other company from Reliance? Because of problem (a) Speed [ ] (b) Services (c) Billing [ ] (d) Costly plan

[ ] [ ]

(15) According to your opinion, which companies Data card is better? Give rank in 1to 6 (1 for top & 6 for low) (a) Reliance [ ] (b) Tata Indicom [ ] (c) BSNL [ ] (d) Idea [ ] (e) Vodafone [ ] (f) Airtel [ ] (16) What is your opinion about Reliance product? (a) Average [ ] (b) Good (c) Bad [ ] (d) Very good (17) Which services of Reliance is very good? (a) Costumer care [ ] (b) Collection [ ] [ ] [ ]

(c) Billing (e) None

[ ] [ ]

(d) Retention

[ ] welfare

(18) Do you have knowledge about Reliance Communication participated in social program? (a) Yes [ ] (b) No [ ] (c) Cant say [ ] (d) dont know [ ] (19) Are you happy with Reliance Communication? (a) Yes [ ] (b) No (c) Cant say [ ] (d) dont know (20) Is the image of Reliance going down? (a) Yes [ ] (b) No (c) Cant say [ ] (d) dont know [ ] [ ] [ ] [ ]

(21) Would you allow your friends/relatives to use Reliance Data card? (a) Yes [ ] (b) No [ ] (c) May be [ ] (d) cant say [ ] (22) Any suggestions/comments ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Signature: -

Date:-

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