a project on prepaid deactivation

5/24/2018 a project on prepaid deactivation

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AAAA

PROJECTPROJECTPROJECTPROJECT REPORT ONREPORT ONREPORT ONREPORT ON

SAME MONTH DEACTIVATIONSAME MONTH DEACTIVATIONSAME MONTH DEACTIVATIONSAME MONTH DEACTIVATION ITS REASONSITS REASONSITS REASONSITS REASONS

AND CUSTOMER EXPECTATION OF VODAFONAND CUSTOMER EXPECTATION OF VODAFONAND CUSTOMER EXPECTATION OF VODAFONAND CUSTOMER EXPECTATION OF VODAFONE ASE ASE ASE AS

THE BEST SERVICE PROVIDERTHE BEST SERVICE PROVIDERTHE BEST SERVICE PROVIDERTHE BEST SERVICE PROVIDER IN KOLKATAIN KOLKATAIN KOLKATAIN KOLKATA

ORGANISATIONAL GUIDE ORGANISATION ADDRESS

Mr. Pinaki NandyMr. Pinaki NandyMr. Pinaki NandyMr. Pinaki Nandy Vodafone Essar East LimitedVodafone Essar East LimitedVodafone Essar East LimitedVodafone Essar East Limited

Senior ManagerSenior ManagerSenior ManagerSenior Manager---- Zonal OperationsZonal OperationsZonal OperationsZonal Operations Constantia Office ComplexConstantia Office ComplexConstantia Office ComplexConstantia Office Complex

11, Dr. U.N.Brahmachari Street11, Dr. U.N.Brahmachari Street11, Dr. U.N.Brahmachari Street11, Dr. U.N.Brahmachari Street

KolkataKolkataKolkataKolkata---- 700017700017700017700017

( A Summer Training Report submitted in partial fulfilment of 2

year PGDBM Course of Assam Institute of Management)

Submitted by:

Manabendra Deka

Roll No-28/D/2007

PGDBM- 4th

Trimester

Assam Institute of Management

Bamunimaidan, Guwahati-21, Assam


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DECLARATION

IIII, Manabendra Deka, a PGDBM second year student of

Assam Institute of Management, Bamunimaidan, Guwahati,

hereby declare that the enclosed project is entirely my individual

effort and has been purely done for Academic purpose. It was a

two month Summer Internship Programme which was

undertaken by me in order to learn about Vodafone in particular

so as to complete the project successfully and could give my best

to this Company.

Date: 09/07/2008 Manabendra Deka


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ACKNOWLEDGEMENTACKNOWLEDGEMENTACKNOWLEDGEMENTACKNOWLEDGEMENT

First of allFirst of allFirst of allFirst of all I bow myI bow myI bow myI bow my head in front of the Almighty who has alwayhead in front of the Almighty who has alwayhead in front of the Almighty who has alwayhead in front of the Almighty who has alway

beenbeenbeenbeen with mewith mewith mewith me asasasas the torchthe torchthe torchthe torch bearerbearerbearerbearer throughout my work, by showing mthroughout my work, by showing methroughout my work, by showing mthroughout my work, by showing methe right path and boosting mythe right path and boosting mythe right path and boosting mythe right path and boosting my moralemoralemoralemorale to bringto bringto bringto bring out the best in meout the best in meout the best in meout the best in me....

I would like toI would like toI would like toI would like to convey my sincere thanksconvey my sincere thanksconvey my sincere thanksconvey my sincere thanks and gratitude toand gratitude toand gratitude toand gratitude to Mr.Mr.Mr.Mr.

Shantikam HazarikaShantikam HazarikaShantikam HazarikaShantikam Hazarika,,,, DirectoDirectoDirectoDirector, Assam Institute of Management,r, Assam Institute of Management,r, Assam Institute of Management,r, Assam Institute of Management,

Guwahati,Guwahati,Guwahati,Guwahati, for giving mefor giving mefor giving mefor giving me tttthehehehe opportunity toopportunity toopportunity toopportunity to undergo myundergo myundergo myundergo my SummeSummeSummeSumme

TTTTraining inraining inraining inraining in VodafoneVodafoneVodafoneVodafone....

I amI amI amI am thankful to Mrs. Indrani Chatterjthankful to Mrs. Indrani Chatterjthankful to Mrs. Indrani Chatterjthankful to Mrs. Indrani Chatterjee, HR, Vodafone for enablingee, HR, Vodafone for enablingee, HR, Vodafone for enablingee, HR, Vodafone for enablingme to take up myme to take up myme to take up myme to take up my Summer Internship Project in VodafoneSummer Internship Project in VodafoneSummer Internship Project in VodafoneSummer Internship Project in Vodafone

I would like to offer myI would like to offer myI would like to offer myI would like to offer my sincere gratitude to Mr.Joydeep Sarkar, Seniosincere gratitude to Mr.Joydeep Sarkar, Seniosincere gratitude to Mr.Joydeep Sarkar, Seniosincere gratitude to Mr.Joydeep Sarkar, Senio

ManManManManagerageragerager---- Zonal OperationsZonal OperationsZonal OperationsZonal Operations, Vodafone for showing me, Vodafone for showing me, Vodafone for showing me, Vodafone for showing me the right paththe right paththe right paththe right path

to go forward with the Project.to go forward with the Project.to go forward with the Project.to go forward with the Project.

I amI amI amI am greatly indebted togreatly indebted togreatly indebted togreatly indebted to Mr. Pinaki Nandy, Senior ManagerMr. Pinaki Nandy, Senior ManagerMr. Pinaki Nandy, Senior ManagerMr. Pinaki Nandy, Senior Manager---- ZonaZonaZonaZona

ManagerManagerManagerManager, Vodafone, Vodafone, Vodafone, Vodafone forforforfor givinggivinggivinggiving memememe hishishishis valuablevaluablevaluablevaluable advice & showing meadvice & showing meadvice & showing meadvice & showing methe right path throughout mythe right path throughout mythe right path throughout mythe right path throughout my wowowowork and hrk and hrk and hrk and helping meelping meelping meelping me in completing thein completing thein completing thein completing the

projectprojectprojectproject....

MyMyMyMy sincere thanks tsincere thanks tsincere thanks tsincere thanks to Mr.Shubendu Dharo Mr.Shubendu Dharo Mr.Shubendu Dharo Mr.Shubendu Dhar for enabling mefor enabling mefor enabling mefor enabling me to acquirto acquireto acquirto acquire

the required data in order to initiate the projectthe required data in order to initiate the projectthe required data in order to initiate the projectthe required data in order to initiate the project ....

I would also like to thank my parents for helping meI would also like to thank my parents for helping meI would also like to thank my parents for helping meI would also like to thank my parents for helping me in completing thin completing thein completing thin completing the

project reportproject reportproject reportproject report....


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astly I would also like to thank all the DSA/DST who

helped me by providing the required information for thecompletion the project report. They are:

SKYNET

IGITAL BEES

SANTANU DAS

B ENTERPRISE


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EXECUTIVE SUMMARY

TITLE OF THE PROJECT:A PROJECT REPORT ON SAME MONTH

DEACTIVATION ITS REASONS AND CUSTOMER EXPECTATION OF

VODAFONE AS THE BEST SERVICE PROVIDER IN KOLKATA

PLACE OF WORK: Vodafone Essar East Limited, Constantia Office

Complex, 11, Dr. U.N.Brahmachari Street, Kolkata- 700017

DURATION OF THE PROJECT: 1 MAY,08-30 JUNE, 08( 2 MONTHS)

ORGANIZATIONAL GUIDE: Mr. Pinaki Nandy, Senior Manager- Zonal

Operations

RESEARCH OBJECTIVE:-

The Research Objective is to find out the reasons of customers switching over

to other service providers from Vodafone so as to determine the loopholes in the

system and take necessary actions for improvement.

RESEARCH METHODOLOGY:-

My research type is descriptive cross sectional. My Research comprised of

roughly 90% Primary data and 10% Secondary data. For Primary Data

collection I basically surveyed our sampling units through a questionnaire. For

Secondary Data I took the help of Internet and other journals.

Sampling plan:-

Sampling Unit: My sampling unit comprised of all the customers which have

been listed as Same Month Deactivation customers. The customers were

surveyed with structured questionnaires.

Sample Size: My total sample size was 180 customers.

Sampling Technique

Clustered Sampling.


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ANALYSIS AND FINDINGS:

I visited various subscribers which were listed in Same Month Deactivation. I

also made calls and tried to find out the following:

The reasons which are responsible for Same Month Deactivation.

The subscribers who have left Vodafone belong to which talk plan.

The percentage of subscribers who has left Vodafone for some definite

reasons has paid the bills and left or not.

The subscribers leaving Vodafone Postpaid have moved to which plan or

service provider.

The subscriber who left the Vodafone connection was given the

connection Free of Cost (FOC) or non Free of Cost(non-FOC).

SUGGESTIONS AND RECOMMENDATIONS:-

From My analysis I found that 25% SMD cases are because ofmiscommitments by the sales executives and telecallers. So far this is the

major reason for SMD compared to old outstanding 14.40% and billhigher than expectation 13% respectively.

The DSA and DSTs must employ better skilled personnel as salesexecutives and telecallers.

They should monitor the sales executives properly This will result inunderstanding their performance and finding out if there is anymiscommitment from the sales executives.

Before giving a CUG connection one must concentrate on the companysemployee policies to identify the on roll employee, take database of

customers

In case of a company, the DSA or the DST should ensure that the bill isbeing paid by the company on account of employee leaving the job.

The verification dept must take all the required documents and scrutinizethem properly to identify if the customer is genuine or not.


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The DSA and the DST should take added responsibility in case of SIMloss and if possible replace it so as to retain the customer.

The verification team should be more active and try to activate the line

within 24 hours so as to gain more and more customers because there arecases where customers have switched over to competition plans due todelay in verification.

:

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TABLE OF CONTENTS

CHAPTERS...................................................................................................................PAGE NOS

CHAPTER 1....................................................................................................................... 9-15

(INTRODUCTION ANDBUSINESS PROCESS OF VODAFONE)

CHAPTER 2...................................................................................................................... 16-18

(RESEARCH OBJECTIVE

AND RESEARCH METHODOOGY)

CHAPTER 3.......................................................................................................................19-67

(ANALYSIS AND FINDINGS)

CHAPTER 4....................................................................................................................... 68-70

(SUGGESTIONS AND RECOMMENDATIONS)

CHAPTER 5........................................................................................................................ 71-73

(CONCLUSIONS AND LIMITATIONS)

ANNEXURE 1.....................................................................................................................74-75

(BIBLIOGRAPHY)

ANNEXURE 2.....................................................................................................................76-79

(QUESTIONAIRE)


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CHAPTER 1

(INTRODUCTION AND BUSINESS PROCESS OF VODAFONE)


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A BRIEF INTRODUCTION ON VODAFONE

VODAFONE was formed in 1984 as a subsidiary of Racal Electronics Plc. Thenknown as Racal Telecom Limited, approximately 20% of the company's capital was

offered to the public in October 1988. It was fully demerged from Racal ElectronicsPlc and became an independent company in September 1991, at which time itchanged its name to Vodafone Group Plc.

VODAFONE is a mobile network operator headquartered in Berkshire, England, UK.It is the largest mobile telecommunications network company in the world byturnover and has a market value of about 886 billion (May 2008). Vodafonecurrently has equity interests in 25 countries and Partner Networks in a further 42countries with over 200 million customers worldwide.

It is the second largest mobile telecom group in the world behind China Mobile. Theeight markets where it has more than ten million proportionate customers are theUnited Kingdom, Germany, India, Italy, Spain, Turkey, Egypt and the United States.In the U.S., these customers come via its minority stake in Verizon Wireless, and inthe other seven markets Vodafone has majority-controlled subsidiaries.

British telecom giant VODAFONE bagged the 67% Hutch Telecom International(HTIL) stake in Hutch-Essar at an enterprise value of $19.3 billion (approx Rs 86,000crore) which comes to $794 per share in 2007

Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commencedoperations in 1994 when its predecessor Hutchison Telecom acquired the cellularlicence for Mumbai. Vodafone Essar now has operations in 16 circles covering 86%

of India's mobile customer base, with over 45.78 million customers .Over the years, Vodafone Essar, under the Hutch brand, has been named the 'MostRespected Telecom Company', the 'Best Mobile Service in the country' and the'Most Creative and Most Effective Advertiser of the Year'. The Essar Group is adiversified business corporation with interests spanning the manufacturing andservice sectors like Steel, Energy, Power, Communications, Shipping & Logisticsand Construction. The Group has an asset base of over Rs 400 billion (US$ 10billion)

The achievements of Vodafone in 2007 were:-

Vodafone agrees to acquire Tele2 Italia Spa and Tele2 TelecommunicationServices SLU from Tele2 AB Group. (October) Safaricom, Vodafones partner in Kenya announces the launch of M-PESA,

an innovative new mobile payment solution that enables customers tocomplete simple financial transactions by mobile phone. (February)

Vodafone announces agreements with both Microsoft and Yahoo! to bringseamless Instant Messaging (IM) services to the mobile which can beaccessed from both the PC and mobile handsets. (February)


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YouTube agrees to offer Vodafone customers specially rendered YouTubepages on their mobile phones. With Google, Vodafone announces its intentionto develop a location-based version of Google Maps for.

VODAFONE mainly deals with prepaid and postpaid connections. Its other productsincludes Home Calling Cards, World Calling Cards, Vodafone Handyphone,

Vodafone Office, etc.

The analogue services set up in countries across Europe during the late 1980s wereoften not compatible, with subscribers unable to use the same mobile phone movingfrom one country to the next. To solve this and other problems a new standardknown as the Global System for Mobile Communications (GSM) was developed.Second generation (2G) digital technology added the ability to transmit data alongwith voice over mobile networks and was the origin of internet access on the move.Wireless Application Protocol (WAP), a standard for internet-based servicesaccessible on small mobile phone screens, provided early information services likenews, movie start times and even the live Vodafone share price.

Data transmission rates edged upwards with the introduction of General PacketRadio Service (GPRS), which enabled internet and email access and had theadditional benefit of an always-on internet connection on handsets. 3G data rates (ata peak rate of 384 Kbps) are about seven times faster than a fixed line dial-upconnection. The latest leap in data transmission speeds came via High-SpeedDownlink Packet Access (HSDPA), offering similar speeds to current DigitalSubscriber Line (DSL) broadband.

Their mobile phone services rely on a network of 96,500 base station sites to sendand receive voice calls and other mobile services, such as text messages, emails,pictures, internet, TV and download.

Vodafone spent more than 23.8 billion purchasing products and services from morethan 40,000 suppliers in 2007/08. They source equipment for their networks and thehandsets they sell from third party manufacturers which themselves sourcecomponents and assembled products from other suppliers. Vodafone's suppliers oftelecommunications and IT equipment are mainly large multi-nationals.

The Company's ordinary shares are listed on the London Stock Exchange and the

Company's American Depositary Shares ('ADSs') are listed on the New York Stock

Exchange. The Company had a total market capitalisation of approximately 99

billion at 31 December 2007.


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ORGANIZATIONAL STRUCTURE OF VODAFONE

BUSINESS PROCESS OF VODAFONE:-

Vodafone outsource their post paid sales through DSA and DST.

DST- DIRECT SALES TEAM

DSA-DIRECT SALES AGENT

The DSA and the DSTs have similar functions and process of

working but they differ on some grounds. These are:

In case of DST, the employee strength is more in comparison to

DSA as the infrastructure of DSTs are far better than DSA.

In case of DST, expenses such as salary for staff, mobile bills and

incentives of telecallers and sales executives up to a specified

CE

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FIACE &

CECIA

H/ADI I ECHICA CE

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E


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limit, welfare expenses, electricity, maintenance, telephone bills,

rent, internet connections, stationery, tax such as profession tax

etc are borne by the company. But in case of DSA, no expense is

borne by the company. Sometimes only a lump sum amount is

paid. i.e., the DST receives the expenses and also commission onthe number of connections given but DSA receives only the

commission.

In case of DST, the salary of the staff is fixed and also incentives

are provided. Here targets are specified by Vodafone. In case of

DSA the salary of staff is not fixed. Sometimes only a certain part

is fixed and the rest depends on commission. Here targets may

not be specified.

BUSINESS PROCESS OF DSA AND DST

The DSA and DST works for increasing the number of Post paid

connections in some specified areas of Kolkata and West Bengal.

All DSA and DSTs maintain a particular ratio of Sales Executives

and Tele callers. The target customers are Vodafone prepaid,

Airtel, BSNL, Reliance, and TATA Indicom- both postpaid and

prepaid.

The database of the customers is acquired by exchanging data orcalling up customers who took a Vodafone connection long ago

and may not be using the same now. The telecallers call up those

persons and try to convince the customer over the phone by

speaking about the tariff plans and added advantage, he would

have against the competitor plan. If the customer becomes

convinced, the telecallers notes down his billing and residential

address.

The Document Collection Boys (DOC) boys are sent to fill theforms and to collect the payment which is intimated to the

customer over the phone by the telecallers. In case of Vodafone

Prepaid to Postpaid, Rs 300 is to be paid and in case of Vodafone

New connection, Rs 500 is to be paid. The Proof of Identity and

Proof of Address are the two most important documents to be


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submitted by the customer. After the DOC boys collects the

information, relevant documents and the amount, the telecallers

has to call the customer and inform him that his documents and

his amount are received so as the customer is aware of the

Vodafone Connection.

If the telecallers are not able to convince, they fix an

appointment with them. After this the Corporate Sales Officer

and the Marketing Research Executive are responsible for visiting

the customer and trying to convince him. They also carry out cold

calling i.e., knocking at a house or office and try to convince

them. He has to make 2-3 visits so as to get the order. In the

second or third visit, he fills up the required form, collects the

documents and the amount. Two most important forms areCustomer Agreement Form and Customer Information Form.

After the MRE or the CSO brings the required documents and

filled up forms, the telecallers informs about the connection being

taken and other details are verified.

After that, the Business Manager checks all the details and the

forms are to be signed by the CSM and the Franchisor. Then with

the help of I-POS, these forms are digitally logged into the

system. It is Registered Logging.After the forms reach the Vodafone Office, the same is sent for

verification. First telephone verification takes place and then a

physical verification occurs. After the verification results are

positive, the same is uploaded for activation. The Activation

Offices are in Hazara and DLF centre. From there the connection

is activated and the customer becomes a Vodafone Postpaid

holder.

The DSA and the DSTs are responsible for retention of thecustomers up to 60 days. So they have to constantly in touch

with them so as to ensure that the customer is using the phone

and regular bills are paid. The bill is raised on specific dates

which are 1st, 6th, 13thand 27thof each month. If this doesnt

happen, then SAME MONTH DEACTIVATION (SMD) takes place.


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Same Month Deactivation may take place due to varied reasons:

1. Miscommitment by the Telecallers or the Sales Executive.

2. Bill higher than expected.

3. Old outstanding in another account.

4. Phone and SIM lost.

5. Not receiving the bill regularly or not received on weekdays, so

becomes unpaid.

6. Customer is out of station

7. Non usage of the Vodafone Postpaid Connection

8. Delay in providing connection i.e. too much time taken forverification

9. Old outstanding in another account

10.Credit Monitoring Barring

11.Using too many connections

12.Deactivation due to SIM used by another person/relative

13.Competition plans

14.Employees leaving the job


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CHAPTER 2

(RESEARCH OBJECTIVE AND RESEARCH METHODOLOGY)


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RESEARCH OBJECTIVE:-

The Research Objective is to find out the reasons of customers switching over

to other service providers from Vodafone so as to determine the loopholes in the

system and take necessary actions for improvement.

The various parameters which were covered were:

To find out the most important reasons for SMD.

To find out the customers of which talk plan has mostly switched over.

To find out the percentage of people who has paid the bills and left.

To find out that people leaving Vodafone Postpaid has moved to which plan.

RESEARCH METHODOLOGY:-

My research type is descriptive cross sectional. My Research comprised of

roughly 90% Primary data and 10% Secondary data. For Primary Data

collection I basically first did an Observation. Then I surveyed my sampling

units through a questionnaire. After that I conducted a personal interview

through phone as well as visited the customers individually. For Secondary Data

I took the help of Internet and other journals.

The need assessment was done by critically observing the Business process,

transactions of Vodafone .Information about the customers who are in SMD aregathered from the DSA and DST. Personal Interview was conducted to validate

the results of the information gathered through the Questionnaire. After

observing each customers SMD reason the reasons are segregated and divided

in various strata and identified the prime reasons for SMD. Based on these

reasons various analysis were made in comparison to other attributes like tariff

plans, payment or non payment, other competitors plan etc. This would help to

understand the reasons for SMD better and the customers can be provided with

better solutions and Vodafone will be aware of the reasons of SMD.

Sampling plan:

Sampling Unit: My sampling unit comprised of all the customers which have

been listed as Same Month Deactivation customers.


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Sample Size: My total sample size was 180 customers.

Sampling Technique

Clustered Sampling.

Span of the project:-

My project duration was from 1stof June to 30

June 2008(1 month).


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CHAPTER 3

(ANALYSIS AND FINDINGS)


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ANALYSIS AND FINDINGS

We visited various subscribers which were listed in Same Month Deactivation.

We also made calls and tried to find out the following:

The reasons which are responsible for Same Month Deactivation.

The subscribers who have left Vodafone belong to which talk plan.

The percentage of subscribers who has left Vodafone for some definite

reasons has paid the bills and left or not.

The subscribers leaving Vodafone Postpaid have moved to which plan or

service provider.

The subscriber who left the Vodafone connection was given the

connection Free of Cost (FOC) or non Free of Cost(non-FOC).

We had a sample size of 180 subscribers who has moved out of Vodafone

Postpaid. The data was collected from the DSA and DST. The DSA and DST

which provided us the relevant data were:

SKYNET (DST)

DIGITAL BEES (DSA)

SANTANU DAS (DSA)

M.B. ENTERPRISE (DSA)

The eight most important reasons which contribute to Same Month Deactivation

are as follows:

1. E.

2. .

3. B .

4. I .

5. E , .


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6. C ,

.

7. C I

.

8. HE EA:

I. D ..

II. C .

III. C B.

I. .

. ,

.

The various reasons for SMD are described as follows:-

1) Miscommitment by the Telecallers or the Sales Executive.

The Miscommitment happens on the part of DSAs, DSTs and verification depts.

which customers interprets as a Miscommitment by Vodafone. We have found

various reasons as:-

The sales executive does not provide the sim to the customer even afterhe submits the documents and the deposits.

Customer was promised to provide a particular plan and later he got adifferent plan about which the customer is not aware.

Customer was promised to be provided free calls and free connections butlater he was asked to pay money for that.

Sometimes the sales executives forcibly gives a connection to thecustomer to fulfil his target which the customer doesnt use later.

The customer wants to activate the connection from a different date butthe connection was activated in another date.


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The customer was asked for so many documents even after he got theconnection by the verification depts. because of which the customer get

irritated.

Delay in providing the connection to the customer.

Customers line is not activated but still receiving the bill.

The customer wants a CUG connection but was provided an individualconnection.

Tariff plans were misinterpreted.

Tele callers harass the customer by asking for different documents andpayments frequently.

The customer gets the sim but his line is not activated even after hesubmits all the documents and deposits.

The customer is given a post paid connection by saying them that its aprepaid connection.

2) Old outstanding in another account:-

The customer has an outstanding in his old account or in another existingaccount of Vodafone account. So his line is disconnected after he used itfor someday. But the customer is not aware of his account.

The customer gets the bill for his previous account but he cannot identifythe account from where the bill has come. When the customer asked forhis bill details he doesnot receive anything.

The customers payment check is bounced but he is not aware of it. So hehis outstanding increased.

3) Bill higher than expected:-

The customer is miscommunicated about the tariff plan so he receives abill which is higher than his expectations.


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The customer cannot afford to pay the bill amount as his creditworthiness is wrongly judged.

The bill detail the customer receives is wrong. He found in the bill somenumber to which he never made a call.

Financial problem of the customer.

4) Phone and SIM lost:-

The customer lost his sim or phone or both. He never apply for the simagain.

Vodafone doesnot provide another sim to the customer in that same

connection for which the sim is lost.

5) Customer was out of station, so not able to make payment and line is

deactivated:-

The customer is out of station later he found his no is barred. This isbecause he could not pay the bill or he doesnot find a bill deposit centre.

6) Employees leaving the job, so disconnected:-

Employees left the job or switch to another job or transferred to anotherplace for which he left the connection. These connection includes bothCUG and individual connection.

The company dissolved so all the CUG connection are disconnected.

The company does not pay the bill or doesnot provide the promised creditlimit to the customer.

7) Non usage of the Vodafone Postpaid Connection:-

The customer doesnot use his sim because he was given the connectionforcibly which he never wanted.

The sim is used by customers relative or friend.


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8) Delay in providing connection i.e. too much time taken for

verification:-

The verification team doesnot meet the customer, So they passed thereport that the person is not available and doesnot activate the line.

The verification teams wants so many documents even after the customersubmitted all the documents.

The longer time taken by verification dept. in the mean time competitorsprovide him a connection in a short period of time.

9) Changed billing address:-

The customer shifted to another place so his bill address changes. Thecustomer doesnot inform about it to Vodafone. So he doesnot receive his

bill.

The customer gives wrong billing address in his form.

The customer left the place permanently.

10) Credit Monitoring Barring:-

The customer is not aware of his credit limit or he used more than hiscredit limit.

The bill is paid after due date.

The customer is not aware about his bill date.

11) Using too many connections:-

The customer already have too many connection so he left the connectionafter using.

Because of too many connections he cannot use the Vodafone connectionproperly.


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12) Not receiving the bill regularly or not received on weekdays, so

becomes unpaid:-

The customer doesnot receive the bill regularly due to various reasonslike Miscommitment by the bill delivery people or due to distant billing

address he doesnot receive it on time.

The company gets bill on Sundays when the office is closed due to whichthe cannot pay the bill regularly

The segment wise break up of 180 subscribers with reasons who are listed

as SAME MONTH DEACTIVATION are:

E. 45

. 26B . 23

I . 13

E , . 13

C ,

. 11

C. 10

A

D ..

9

C . 6

C B. 7

. 5

, . 4


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:

E. 45

. 26

B . 23

I . 13

E , . 13

C ,

. 11

C. 10


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180

E. 25% . 14.40%

B . 13.00%

I . 7.20%

E , . 7.20%

C ,

. 6.10%

C. 6%


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Now the subscribers take up different talk plans on the basis of their :

Suitability

Affordability

Usage value in terms of number of minutes of usage, maximum numberscalled either to Vodafone or other Service Providers.

To get the maximum Airtime on the particular talk plan.

Roaming facilities required.


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The Talk Plans used within the particular reason for Same Month

Deactivation reveals the following results:

1. .

The talk plans which were used by the subscribers along with the totalnumber of subscribers who were generally miscommited or

miscommunicated by the telecallers and sales executive are:

A A

E A 299 17

E A 299 C. 6

E A 199 7

F AE A 199 4

249 4

ADD AE A 175 2

CG 199 3

E A 199 C. 1

G I(CG) 2 1

A 45

The above graph shows that to push new talk 299 plan the sales

executives or the telecaller miscommunicate and misinterpret with thecustomers about the plan. The rate of miscommitment is higher in this

plan compared to other plans. Therefore the customer become dis

satisfied and leave the connection.


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30

2. .

The talk plans which were used by the subscribers who had an

outstanding account or the subscribers whose line was deactivated within

a few days even without the subscriber knowing the exact reasons are:

A A

E A 299 12

249 3

E A 199 3

F AE A 199 2

E F AE 299 2

E A 399 2

CG 199 1

E A 349 CG 1

A 26

The above graph shows that the highest no of customer whose line was

disconnected for having an outstanding amount in his another conection of

vodafone used new talk 299 plan.

3. .

The talk plans which were used by the subscribers whose bill amount was

higher than they had expected to be due to miscommunication by the

telecallers and the sales executive or proper plan being not provided are:


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A A

E A 299 11

E F AE 299 3

E A 199 3

249 3

F AE A 199 1F AE A 399 1

E A 444 1

A 23

The graph shows that the customers whose line was disconnected because his

bill was higher that expected according to him was in new talk 299 plan. This

shows that the sales executives did not provided the customer the proper plan

according to his use, talk time and ability to pay.

4. .

The talk plans which were used by the subscribers whose phone was lost

or SIM was lost after they took the Vodafone Postpaid connection are:

A A

E A 299 5

CG 199 2

ECIA 399 IH 1000 I F2F 1F AE A 199 1

E A 199 1

E A 299 C. 1

1

ECIA 399 IH 1000 I F2F 1

A 13


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32

5. , .

The talk plans which were used by the subscribers who took theconnection and was added mostly to the CUG plans and discontinued

because of leaving the job or after the employee left, the bill was not paid

by the Company are:

A A

E A 299 C 7

CG 199 3

E A 299 1

E F AE 299 1

E A 349 CG 1A 13


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6. ,

.

The talk plans which were used by the subscribers who took the

connection but went out of station and the line was deactivated due to non

usage or non payment are:

A A

E A 299 3

E A 199 3

E A 399 3

F AE A 199 1

E F AE 299 1

A 11

7.


connection but didnt use it because they were being forcefully given or

have done mercy selling or are already using Vodafone Postpaid

Connection are:

A A

E A 299 3 249 2

F AE A 199 @ 1 2

E F AE 299 1

E A 349 CG 1

CG 199 1

A 10


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34

8. A:

() ..


connection but were not activated as proper documents were not provided so,

caused delay in verification. Also due to delay, the subscribers left the

connection or didnt use are:

A A

G A 174 2

E F AE 299 2

E A 299 1E A 199 1

E A 199 C 1

ADD AE A1 1

E A A 64 1

A 9


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35

() .


connection but changed the billing address and the same was not intimated to

Vodafone or the verification results after the new address didnt come out to be

positive are:

A A

F AE A 199 4

E F AE 299 1

E A 299 C 1

A 6


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36

() .


connection but due to non payment or credit limit exceeding the

minimum were disconnected are:

A A

E A 199 1

E A 299 1

249 1

E F AE 299 1

E A 299 C 1

F AE A 199 @ 1 1

F AE 400 1

A 7


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37

() .


connections due to forcefully given or for some work and discontinued

later as they already have many other connections are:

A A

E A 299 2

E A 199 2

F AE A 399 1

A 5


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38

() ,

.


connection but discontinued it because of non receipt of regular bills or

bills received on weekends when the establishment is closed are:

A A

E A 299 C 2

FC C 1099 1

E A 399 1

A 4


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39

COMPARISON BETWEEN REASONS OF SMD AND NEW TALK 299

PLAN

Since in the above cases, we can see that the Talk Plan of 299 is mostly

preferred by the subscribers and for this the reasons for SMD has been

compared with the New Talk 299 or New Talk 299 Corp. The chart whichspecifies the comparison between reasons for SMD and the New Talk 299 plan

has been summarised as follows:

A A AA

A 299

A

1

E. 45 23

2 . 26 12

3 B . 23 114 I . 13 6

5

E ,

. 13 8

6

C ,

. 11 3

7

C. 10 3

8

D ..

9 1

9 C . 6 11

0 C B. 7 11

1 . 5 2

12

,

. 4 2


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The above graph shows the number of subscribers who have been listed as

Same Month Deactivation subscribers and their relation to the talk plan- New

Talk 299 Plan. It is found that most of the subscribers prefer this plan as it is

much more compatible in comparison to other plans.

This plan is mostly talked about by the Sales executives to the customers as it

has some advantages. At 299 rent, if the minutes of usage is increased, this plan

is very much suitable. i.e at 1000 minutes of usage, it renders a bill of Rs679+tax component. Although the Airtime provided is less, the customers can

be pleaded on the bill amount which is not available in any other plan.

Here it is found that, Miscommitment by the telecallers and sales executives

account for the highest share of this plan which indicates that some sort of

miscommunication takes place while making a customer understand about the

tariff details and other added advantages of the plan. The least share is hold by

delay in providing connection, changed bill address and credit monitoring

barring.

Also it is found that major SMD share is held by this plan which indicates that

some bottlenecks is there in this plan which needs to be rectified so as there is

less turnover of customers from this plan.


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41

The various plan in which the SMD subscribers have moved into after

leaving Vodafone or are using the same Service Provider before taking

Vodafone Postpaid within the reasons for SMD are as follows:

1. .

.

DAFE EAID 9

DAFE AID 14

AIE EAID 7

AIE AID 7

EIACE EAID 0

EIACE AID 2

AA IDIC 2

B EAID 1

B AID 2

AIE AID + EIACE AID 1

A 45


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42

2. .

.

DAFE EAID 6

DAFE AID 1

AIE EAID 7AIE AID 7

EIACE EAID 1

EIACE AID 1

AA IDIC 1

B EAID 0

B AID 2

A 26


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43

3. .

.

DAFE EAID 9

DAFE AID 3

AIE EAID 5

AIE AID 2

EIACE EAID 0

EIACE AID 1

AA IDIC 2

B EAID 0

B AID 0

DAFE EAID + AID 1

A 23


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44

4. .

.

DAFE EAID 4

DAFE AID 4

AIE EAID 3

AIE AID 1

EIACE EAID 0

EIACE AID 1

AA IDIC 0

B EAID 0

B AID 0

A 13


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45

5. , .

.

DAFE EAID 2

DAFE AID 3

AIE EAID 4

AIE AID 2

EIACE EAID 0

EIACE AID 0

AA IDIC 0

B EAID 0

B AID 1

DAFE EAID + AID 1

A 13


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46

6. ,

.

.

DAFE EAID 4

DAFE AID 1

AIE EAID 3

AIE AID 1

EIACE EAID 0

EIACE AID 0

AA IDIC 2

B EAID 0

B AID 0

A 11


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47

7.

.

.

DAFE EAID 6

DAFE AID 2

AIE EAID 2

AIE AID 0

EIACE EAID 0

EIACE AID 0

AA IDIC 0

B EAID 0

B AID 0

A 10


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48

8. A:

() ..

.

DAFE EAID 3

DAFE AID 1

AIE EAID 0

AIE AID 3

EIACE EAID 0

EIACE AID 0

AA IDIC 1

B EAID 0

B AID 0

AIE EAID+DAFE AID 1

A 9


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49

() .

.

DAFE EAID 5

DAFE AID 0

AIE EAID 0

AIE AID 0

EIACE EAID 0

EIACE AID 0

AA IDIC 0

B EAID 0

B AID 1

A 6


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50

() .

.

DAFE EAID 6

DAFE AID 1

AIE EAID 0

AIE AID 0

EIACE EAID 0

EIACE AID 0

AA IDIC 0

B EAID 0

B AID 0

A 7


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51

() .

.

DAFE EAID 0

DAFE AID 1

AIE EAID 0

AIE AID 0

EIACE EAID 0

EIACE AID 1

AA IDIC 0

B EAID 2

B AID 1

A 5


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52

() ,

.

.

DAFE EAID 2

DAFE AID 1

AIE EAID 0

AIE AID 1

EIACE EAID 0

EIACE AID 0

AA IDIC 0

B EAID 0

B AID 0

A 4


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53

From the above Plans which are used by the subscribers who falls within the

reasons for SMD, it can be clearly stated that Vodafone and Airtel enjoys a

larger part of the market share in comparison to other competitors. Mostly the

subscribers who switch over from Vodafone Postpaid, moves to Vodafone

Prepaid or Airtel Postpaid and Prepaid.

COMPARISON BETWEEN VODAFONE PREPAID AND AIRTEL

PREPAID ON THE BASIS OF REASONS OF SMD

A A

AA

A

A

A

A

E. 45 9 7

. 26 6 7

B . 23 9 5

I . 13 4 3

E ,

. 13 2 4

C ,

. 11 4 3

C. 10 6 2

D ..

9 3 0

C . 6 5 0

C B. 7 6 0

.

5 0 0

,

. 4 2 0


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54

This graph shows the comparison between Vodafone Prepaid and Airtel Prepaid

on the basis of the reasons for SMD.

It is seen that Vodafone comprises a major share of the market in comparison to

Airtel and it is the largest telecommunications provider in Kolkata. It can also

be seen that the customers switching over to Vodafone Prepaid or existing

customers who prefer to stay in Vodafone Prepaid is more in case of

Miscommunication by the telecallers and sales executive and Bill higher

than expected. In the first case, there may be customers who are loyal to their

brand Vodafone and prefer prepaid instead of postpaid. Due to the network

connectivity of Vodafone, people prefer to stay in Vodafone but the market for

Vodafone Prepaid seems to be more than Vodafone Postpaid.

In the second case, where Vodafone Prepaid subscribers are more in case of

Bill higher than expected, it can be justified that customers prefer Prepaid to

Postpaid as their expectations of bills are not met as compared to the tariff plans

given to them. Also in most cases Postpaid cannot be used by persons who are


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55

financially unsound and thus they are unable to pay the required bill in

comparison to the usage done.

Also, Airtel Prepaid subscribers are more in case of Miscommunication by the

telecallers and sales executives and Old Outstanding in another account.

Sometimes miscommunication or improper means used to sell Vodafone

Postpaid connections to subscribers may lead the subscriber to lose faith in

Vodafone and switch over to Airtel. Also some customers may be annoyed

about the tariff plans being taken and the bill received is too high or it may

happen that the SIM was activated late. In such circumstances, Airtel may add

value and gain those customers.

In case of Old Outstanding in another account, the verification team sends a

negative request in which the line is never activated. So such customers have no

option other than to switch over to Vodafone Prepaid or Airtel as in most cases

the customer denies of having an old outstanding account and also doesnt pay

the bill.


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56

COMPARISON BETWEEN VODAFONE POSTPAID AND AIRTEL

POST PAID ON THE BASIS OF REASONS OF SMD

A A AA

AA

AA

E. 45 14 7

. 26 1 7

B . 23 3 2

I . 13 4 1

E ,

. 13 3 2

C ,

. 11 1 1

C. 10 2 0

D ..

9 1 3

C . 6 0 0

C B. 7 1 0

. 5 1 0

,

. 4 1 1


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57

This graph shows the relation between the reasons for SMD and existing or

newly switch over connections of Vodafone Postpaid and Airtel Postpaid.

The graph indicates that Vodafone Postpaid has a larger share in comparison to

Airtel Postpaid.

In the case of Miscommitment, the Vodafone Postpaid connections are higher

because there are many customers who are already using Vodafone Postpaid

Connections and still they are approached for the same. Also there are many

customers who are approached saying that it is a Vodafone Prepaid Connection

and afterwards it is known that it is a Postpaid Connection.

In case of Airtel, it has Airtel Postpaid connections mostly in case of

Miscommunication and Old Outstanding in another account. This is

because the subscriber who is already having an Airtel Postpaid Connection

may take a Vodafone Connection thinking it to be a Vodafone Prepaid

Connection or the bill details may not match the tariff proposed for. This is

also because whenever the customers have an old outstanding account , they

cannot be issued new connections. So they switch over to Airtel as it is the

second best service provider in Kolkata in terms of tariff and service.


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No of subscribers which are in new talk 299 plan can be

categorized into the following service providers they are using

299 .

DAFE EAID 21

DAFE AID 21

AIE EAID 16

AIE AID 8

EIACE EAID 0

EIACE AID 4

AA IDIC 5

B EAID 0

B AID 4


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59

The above graph shows that the no of customers who switch over to other

connections from new talk 299 are using Vodafone prepaid and postpaid

presently. So Vodafones market capture is still higher than other service

providers where Airtel stands in 2nd

position.

Payment or non payment of bills after the Same Month Deactivationtakes place.

1. .

: 45

: 14

: 31

H : .1343.22

2. .

: 26

: 8

: 18

H : 325.56

3. .

: 23

: 6

: 17

H : 1497.06

4. .

: 13

: 4

: 9


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60

H : 897.90

5. , .

: 13

: 2

: 11

H : 2159.17

6. ,

.

: 11

: 2

: 9

H : 1791.07

7.

.

: 10

: 3

: 7

H : 752.76

8. A:

() .. .

: 9

: 4

: 5

H : 239.10


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() .

: 6

: 3

: 3

H : 1309.61

() .

: 7

: 3

: 4

H : 909.99

() .

: 5

: 1

: 4

H : 1474.15

() ,

.

: 4

: 0

: 4

H : 2091.67


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COMPARISON BETWEEN REASONS OF SMD AND HIGHEST

UNPAID BILL AMOUNT

A A AA A A

E. 1343.22

. 325.56

B . 1497.06

I . 897.9

E , . 2159.17

C ,

. 1791.07

C. 752.76

D ..

239.1

C . 1309.61

C B. 909.99

. 1474.15

, . 2091.67


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63

This graph shows the relation between the reasons of Vodafone SMD and

highest unpaid bill amount in each category.

This shows that the highest unpaid bill amount was Rs. 2159.17, which

was in the case of Employees leaving the job or Company. Whenever a

CUG is given to a particular company and also any person is added on to

the list, the verification needs to be strictly maintained. The employees

data base needs to be checked properly so as to assure that his turnover is

low and if he maintains a high turn over in case of jobs, then he needs to

be given a lower credit limit. This could help to solve the problems

relating to Credit Monitoring Barring.

The second case of High Bill unpaid is in the case of Bill not received

regularly. Therefore strict measures are needed to be taken so as to ensure

that bills are deposited on weekdays in case of offices so as to ensure

mobility of bill payment.


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A A

AA

AID HE

BI

AID

HE BI

E. 45 14 31

. 26 8 18

B . 23 6 17

I . 13 4 9

E ,

. 13 2 9

C ,

. 11 2 9

C. 10 3 7

D ..

9 4 5

C . 6 3 3

C B. 7 3 4

. 5 1 4

,

. 4 0 4


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65

This graph shows the comparison between the reasons of SMD and totalnumber of subscribers and the customers who have paid the bill and who

havent paid.

Here we can see that in maximum cases, the bill has not been paid. We can see

that only in the case of Changed billing address, there is an equal ratio of

subscribers who have paid and are unpaid. This is because in most cases even if

the subscribers change the address, most of them pay the bill as they are loyal to

Vodafone and want to continue the connection.

In case of Bill not received regularly, there is no paid subscriber. This is

because many subscribers are of the view that bill needs to be received on their

address regularly and in case of office it should be received on weekdays other

than Sundays. In case of non receipt of bill, it becomes difficult for the

subscribers to pay the bills on time as they remain unaware about their bills.


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66

COMPARISON BETWEEN REASONS OF SMD AND THE NO OF

FREE OF COST CUSTOMERS AND NON FREE OF COST

CUSTOMERS

Free of cost customers are those customers who got the connection for

free since he already uses a Vodafone connection.

A A

AA

FC FC

E. 45 34 11

. 26 16 10

B . 23 16 7

I . 13 11 2E ,

. 13 10 3

C ,

. 11 9 2

C. 10 10 0

D ..

9 9 0

C . 6 5 1

C B. 7 5 2

. 5 4 1

,

. 4 3 1


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67

The above graph shows that the no of FOC customers are more than the

no of NON FOC customers. The graph shows that the customers who are

provided with a FOC connection does not used the connection. So all the

non usage of Vodafone connections are FOC connections.

Whenever there is a delay in providing a connection the customer the

customer was unable to use his FOC connections. So are transferred to

SMD.


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68

CHAPTER 4

(SUGGESTIONS AND RECOMMENDATIONS)


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69

SUGGESTIONS AND RECOMMENDATIONS

From my analysis I found that 25% SMD cases are because of

Miscommitment by the sales executives and telecallers. So far this is themajor reason for SMD compared to old outstanding 14.40% and bill

higher than expectation 13% respectively.

The DSA and DSTs must employ better skilled personnel as salesexecutives and telecallers and give them better training so that they can

understand the customers requirement properly and provide them a

proper scheme with compatible tariff plans by which there will be lesscomplaints from the customer about their unexpected bill amounts. It willdecrease the no of customers switching over to other competitors.

They should monitor the sales executives properly about how manyconnections they are providing and the telecallers should give a call to the

concerned persons so as to know their interest in detail about the tariffplans. This will result in understanding their performance and finding out

if there is any miscommitment from the sales executives.

The telecallers must communicate to the customer and aware them if anySMD takes place and the reason why their line is disconnected.

Before giving a CUG connection one must concentrate on the companysemployee policies to identify the on roll employee, take database ofcustomers i.e. whether they are switching over customers or are

permanent employees so as to decide on the credit limit of customers.

To keep track of the customers and the company CUG connection afterthe connection is activated so that the customers non usages, employee

switch over, customers address change can be found out.


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70

In case of a company, the DSA or the DST should ensure that the bill isbeing paid by the company on account of employee leaving the job.

The verification dept must take all the required documents and scrutinizethem properly to identify if the customer is genuine or not.

The verification Dept. needs to visit the customer again and again if theperson is not available at home because most of the customers have

received reports where it has been specified that line cannot be activatedsince the person was not available or address not found.

The DSA and the DST should take added responsibility in case of SIMloss and if possible replace it so as to retain the customer.

There should be a system where the customer could inform VodafoneOffice or the DSA and the DST in case the customer has to be out of

station for more than a month.

The DSA and the DST should take responsibility to deliver the bill detailsin case of high value customers.

In most case the customer is not aware about his old outstanding account.

Therefore, Vodafone should take the responsibility to inform theparticular person about the outstanding details.

The verification team should be more active and try to activate the linewithin 24 hours so as to gain more and more customers because there are

cases where customers have switched over to competition plans due todelay in verification.


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71

CHAPTER 5

(CONCLUSIONS AND LIMITATIONS)


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CONCLUSIONS

Same Month Deactivation is a serious issue Vodafone is facing. Although

Vodafone is increasing their market but they are losing a large no of customers

which are now taken over by other competitors. In my project I found that

among the 180 customers only 8 SMDs are solved so far. So this issue needs

serious attention to decrease the no of SMD cases.

The gap between the two leading mobile operators in the country, Bharti Airtel

and Vodafone Essar, is becoming narrow in the Kolkata circle so far as the

number of subscribers is concerned. Airtel has been able to reduce the gap withVodafone from 2,59,444 subscribers in January 2007 to 1,62,451 in September.Airtel has come a long way by improving its network and customer service. SoVodafone should be able to broaden the thin line between both of them.

The DSA and the DSTs constantly work on achieving the targets that Vodafone

put across them but they have ignored some basic business ethics and corporate

responsibility which are the pillars of Vodafone. Therefore, Vodafone should

ensure that Sales is not being done at the cost of betraying a customer and his

principles as it may be a great loss in the long run.

The main reason for SMD i.e. Miscommitment of the sales executives and

telecallers should be taken on a serious note and also the customers should be

allowed to benefit by coming up with new and customized plans so as to

increase the customer base of Vodafone .


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73

A

A

:

I.

.

II.

CG

.

III. .

D .

I. D .

. DA D.

.

I. DA D

D , .

II. A ,

.

III. A , .


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74

ANNEXURE 1

(BIBILOGRAPHY)


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75

1) (2).

2) ().

) .

1)..

2)..

1) ..

2) ..


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76

ANNEXURE 2

(QUESTIONAIRE)


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77

A A AA

DATE: __________ Q NO: _________

Dear Sir/Madam

I, a student of Assam Institute of Management, Guwahati doing my

Summer Internship Programme in Vodafone, Kolkata is conducting a market

research to know the Reasons for Same Month Deactivation. Kindly extend

your co-operation in filling this questionnaire and enable us to do the research

successfully.

1)

AE:

2) EE ADDE:

HE :

3) AEAE ADDE:

HE :

4) BIIG ADDE:

HE :

5) ?

199

299

F 299

F 399


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78

399

F 199

399

F 699

299

6) D:

A

B .

.

E.

C B.

A A

C.

I .

I .

A A

,

.

C C .

C ,

.

C .


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79

A

D ..

D /.

A A

E

F

C

B

7) ?

8) A ?

9) ?

10) ?

E

.

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a project on prepaid deactivation

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